Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nearing completion with my provider energy ogre enrolled me in a new plan that went from 12c kwh to 17c kwh. I called to inquire and they told me that it was due to the need to select a shorter plan so I would not need to renew during the summer. However, upon checking myself there were multiple other providers that had 6 month term contracts during that time for around 13.5c kwh significantly cheaper than the one that energy ogre signed me up for. Whats more even **** my current provider had a cheaper option for me but energy ogre enrolled me in a custom product called "Energy Ogre Renewal 6" with them for 17c kwh instead of 13. When I tried to cancel I got the runaround for around a week, I asked them to withdraw my enrollment to the new **** plan before the 7 day period was over. They cancelled my energy ogre account and did not cancel the renewal. I will be exploring legal options to get this sorted. Now **** is trying to charge me $150 cancel the service when energy ogre said they would unenroll me.

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company continued services after I canceled with them. I need them to stop changing my electric service. They are working without my authorization since I canceled. I have called and emailed them. They promised on the phone calls that things would be taken care of but the account still shows active.

  Business Response

  Date: 07/31/2024

  Hello *****,
  
  We have received your concerns about the experience you had while a member with Energy Ogre. We are saddened to hear that our service did not meet your expectations.
  
  Your account has been reviewed, and found the following:
  
  You signed up with Energy Ogre on 6/23/2024 and provided us the information necessary to find a competitive rate for you. We enrolled with ****** & Electric on 7/15/2024 and scheduled service to start on 8/13/2024. On 7/16/2024, we received your inquiry stating that you rescinded the contract with this provider and that you called us within 24 hours of signing up to cancel your Energy Ogre membership.
  
  We have reviewed the history of the account and we are not finding a call where a request to cancel was made. The account has now been cancelled since 7/19/2024 after receiving your confirmation to cancel by email and a confirmation email for the cancellation was sent the same day. If your initial call to cancel was made from a different phone number than what we had on file for you, we ask that you provide us the phone number so we can continue searching.
  
  Today, on July 31, we reached out to you via phone and email asking for an alternate phone number where the call to request to cancel the membership was made. Please provide that number when it's convenient for you. Additionally, if you have any further questions or concerns, you can respond to the email we sent so we can help. Thank you!

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** used this company for several heads and recently they ended my electric contract early and placed me in a contract with a company that quickly ended up in a polr situation. I was informed in a generic email that didnt even really explain why so I asked for more information. I did not like their resolution which was to end my contract quickly and place me in a 4 month term with another company. This will place me out of contract in June, when Texas rates are skyrocketing. I expressly stated in writing that I did not want this done. They proceeded to do this anyway. Ive been seeking a resolution to this prior to it happening. I also have requested that pay my early termination fee for the contract I specifically said I did not want to be enrolled in. Theyve refused. *** requested a refund for their payment. Theyve only offered prograded refund. I even offered to split the cost of the early termination fee and theyve refused. I want the contract ended without financial penalty to me. A contract they forced me into, in spite of it being stated in writing that I did not consent. I also want the fees I paid them to be refunded. This is a total of $200 I should not have to pay when theyre not performing the duties I paid them to do. Attaching the email where I told them I was not consenting to their plan. They enrolled me the very next business day.

  Business Response

  Date: 02/15/2024

  To Whom It May Concern:
  
  Energy Ogre offers comprehensive electricity management services with a 100% satisfaction guarantee for all our members. We pride ourselves on not only enrolling members at the best available rates in the market at the time of enrollment but also re-enrolling them in new plans as their current plans approach expiration. This process is outlined in detail in the Authorization letter that our members digitally sign upon joining Energy Ogre.
  
  Please see the attached Exhibition 1
  
  Energy Ogre has served ***** ******* at the following location since 01/31/2018.
  ***************************************
  Energy Ogre enrolled ***** ******* with Our Energy in a 12-month plan on 02/06/2018.
  
  As we continued to manage this location, we enrolled the member in 7 different plans until we switched the member from Energy ***** to OnPoint Energy. The member was enrolled in a 12-month plan at a lower rate, and the contract with OnPoint Energy commenced on 01/01/2024. Unfortunately, due to circumstances beyond our control, OnPoint Energy ceased operations in the Texas market, resulting in all their customers being designated as POLR (Provider of Last Resort).
  
  Per the ****** Public Utility of Texas) website, ************ is relatively high-priced, due to the costs associated with planning and the risk of serving an uncertain number of customers with uncertain electricity loads.
  Please see the link listed below .
  ********************************************************
  
  Upon discovering this development, Energy Ogre negotiated a contract with a *************** Provider ***** called Good*******. Under this agreement, *********** agreed to honor the contract rate previously offered by OnPoint Energy in a 4-month contract.
  
  On 01/29/2024, Energy Ogre sent an email to all OnPoint Energy ********* customers, detailing the situation and explaining the implications of being placed in a Provider of Last Resort (POLR) contract. The email also reassured customers that ********************** is actively working to ensure they do not face high POLR rates in the coming months.
  
  Please see the attached Exhibition 2
  
  Upon receiving this email, ***** ******* sent an email on 01/29/2024, inquiring about the abrupt change in her plan after only one month of service with OnPoint Energy
  
  Energy Ogre replied to the member on 02/02/2024, explaining the reason for the sudden change, and reassured ***** ******* that Energy Ogre is committed to looking after the best interests of its members.
  
  Please see the attached Exhibition 3
  
  Once the transition was completed, Energy Ogre sent another email to all affected members sharing the terms and conditions and EFL for the new contract. 
  
  Please see the attached Exhibition 4
  
  Energy Ogre called the member on 02/05/2024 due to a callback request and left a voicemail with contact details. Energy Ogre emailed the member as well. 
  
  Energy Ogre called the member again on 02/06/2024. The member stated that she did not want to be in a 4-month contract which would expire in the summer months and she wants EO to find a yearly contract. The agent asked the member if she read the email explaining what POLR is and why EO had to take this step. The member stated that she did not care about ****. Member also complained about the high bill she got for 19 days of usage. The agent explained that it was due to the cold front the State of Texas experienced.
  
  Furthermore, the member accused Energy Ogre of not being aware in time that OnPoint Energy was going out of business. The agent clarified Energy Ogre's policy of searching for new plans ***** days before the expiration of the current contract and informed the member that switching before this timeframe would incur an Early Termination Fee. The member requested Energy Ogre to cover this fee. The agent apologized multiple times for the inconvenience and submitted the request to the supervisor for consideration.
  
  The Energy Ogre Supervisor attempted to reach out to the member on 02/14/2024 to provide a resolution, but unfortunately, the member was unable to attend the call. An email was sent to the member as well.
  
  Resolution:
  Energy Ogre is committed to going above and beyond to assist all members and ensure their satisfaction with the services we provide. While Energy Ogre could not have anticipated the departure of OnPoint Energy from the Texas market and had no control over the Provider of Last Resort (POLR) designation, we are dedicated to working with the member to resolve the issue.
  
  ***** ******* has been a valued member of the Energy Ogre family, and we are determined to find a workable solution for her request to enroll in a year-long contract. However, it's important to note that by enrolling in a 12-month plan, the member may end up paying more in the next 4 months compared to staying with the current *********** contract. Based on her 2023 Historical Usage, her total savings would be approximately $17.96.
  
  Please see the attached Exhibition 5
  
  Energy Ogre is willing to pay the Early Termination Fee for the Good ******* contract so that we can find a long-term contract for our valued member.
  
  Energy Ogre remains committed to resolving the issue with the member and will continue its efforts to contact the member via emails and phone calls until a resolution is reached.

  Customer Answer

  Date: 02/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I initially asked for the company to pay for the early termination fees and they refused. I requested a call back from a supervisor which didnt happen until I filed this complaint. unfortunately I was delayed at work last week when the supervisor finally tried to call me back. I really do not want to deal with this company anymore. Ive been a loyal customer for many years and they couldnt even provide me with the respect of a return phone call when I requested it. I would like for them to pay my early termination fee as I requested as well as refund my money for their services. Id prefer to choose my own electric company without their assistance at this point. 
  

  as Ive never terminated an electric contract early Im unsure if they need to do this and provide the company with payment and provide me a termination date or if I need to just provide a termination date and energy ogre handles the rest, but regardless Im ending my relationship with energy ogre and want my $120 refunded asap as well as the payment of the early termination fee which they quoted at $80.

   
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/01/2024

  Good morning, Tarah
  
  As some of our agents have already mentioned, Energy Ogre remains confident that the best plan management strategy was pursued with the four-month plan. Our pricing models always consider current and historical prices, as well as weather forecasts before we enroll our members into any plan. With that being said, I understand you were concerned with what your summer renewal rate could have been once the 4-month plan ended. If you'd be open to it, one of our most experienced agents would be happy to connect with you via telephone shortly to help you navigate the market before summer. 
  
  Lastlyin resolutionEnergy Ogre has decided to pay your early termination fee (ETF) and refund $100 worth of membership fees. According to my team, we've already notified you via email of this decision! We apologize for any inconvenience, frustration, and hassle caused through this transition experience. Thank for your business, and we wish you well moving forward.

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Previous complaint #********. I allowed the complaint to be closed when energy ogre agreed to refund $100 for my membership with them and to pay my early termination fee with good *******. I submitted the invoice as requested and theyre refusing to acknowledge it and have not provided the refund. Ive spoken with someone who opened a ticket then closed the ticket. I still have no resolution and theyre now ignoring me. I guess once this complaint was closed as resolved they felt they got away with not following through with their promises. I want the refund of the early termination fee. Its the equivalent of almost an entire electric bill. I want it refunded immediately.
  

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked them commercial electric service and verified multiple times over the phone prior to signing up that it was possible to get it through them at the provided address. Basically said whatever I needed to hear to create an account and sign up with them. Didn’t see any option for commercial for signing up so called back, talked to their commercial department again to verify that I will get a commercial plan and they said yes, go ahead and sign up and watch for the email. Next day, I find out that they signed up for a residential plan. Called them immediately and they assured me that they will take care of canceling the service and I won’t be charged a cancellation fee since it was their mistake. Here I am 4 days later, can’t get electricity because the power company put a hold on the meter since they went through with the entire process and now Im being told that I owe the cancellation fee for early cancellation. Energy Ogre telling me there is nothing they can do and it’s between me and the power company. Still no power at my location and no help from the Ogres. I will be going to the BBB and the attorney general to make them aware of their tactics.

  Business Response

  Date: 11/17/2023

  Dear Mr. *****,
  
  We sincerely apologize for any confusion that may have arisen during your inquiry about our service. When you contacted us by phone, you specified your intention to establish service for a property where you would both reside and work. Unfortunately, the agent failed to communicate that if the meter is categorized as residential, our service defaults to residential contract options.
  
  We have taken swift action to cancel the enrollment and can assure you that no cancellation fee will be applied. In the event that you receive an invoice for the one day of service from Cleansky, Energy Ogre will cover the cost incurred due to our oversight.
  
  We appreciate your understanding and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family has paid Energy Ogre $10 a month since March 2022. Energy Ogre enrolled us for service with ********* ***** * ****** In June our service contract was canceled without our input and ********* ***** * ***** charged us an early termination fee of $175.00. On August 31st, Energy Ogre ensured us ********* ***** * ***** would waive the fee that they had already charged us. I followed up with Energy Ogre multiple times to confirm we would receive this refund and if not, to cancel our membership with Energy Ogre. It is now October 28th and we have not received a response from Energy Ogre. They enrolled us with a new service provider that is much more expensive and we do not want to do any further business with them. They are charging us $10 a month but ignore us and provide no real service.

  Business Response

  Date: 11/01/2022

  Hello ******
  

  
  
  
  We apologize for the delay in getting you a resolution. Unfortunately, marketrak requests can take up to three billing cycles to complete. In your case, the request was rejected due to the service dropping before it could be completed. When we spoke to ********* ***** * ***** they said we would have to enroll you into a new (more expensive) plan in order to honor the waiver. We should have discussed this with you before choosing the lower rate with a different company.

  We spoke to ****** ****** and informed him we would be mailing a check to cover the $175 early termination fee. We hope this alleviates the stress caused by the unplanned expense. Please let us know if you have any other concerns and we hope you have a wonderful day!

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Energy Ogre in August 2021. They signed me up with PowerNext. All actions were taken by energy ogre including setting up the account and automatic payments. On May 8th 2022 I received a notification from them informing me that my contract with PowerNext was set to expire and that they were looking for the best rates and I did not need to take any action. On Sep 3, 2022 I received a notification from PowerNext letting me know that they'd received notification that I'd switched to a different provider and this would subject me to an early termination fees. I forwarded this to energyogre on Sept 4 asking them what was going on. They did not respond. I received a bill of $395 from PowerNext - 4 times what I'd typically pay. I reached out to energyogre through their website and they responded about 4 days later on Sept 17. They told me that it appears I renewed the contract with PowerNext but they would investigate. Today (Sep 22) they come back to me stating that PowerNext says that the account holder renewed the contract on 5/20/2022. I did not do this. EnergyOgre has not sent me any evidence that initiated any renewal. In addition, because they're the ones who contracted with PowerNext on my behalf - this is their responsibility to fix. I will not part with $395 because of their carelessness. EnergyOgre needs to take responsibility. Please help me

  Business Response

  Date: 09/23/2022

  \Dear Esther,

  
  
  
  
  We are sorry to hear that your renewal has not been as seamless as we had hoped. We are more than happy to dig into this further on your behalf. We have reached out to Powernext and they confirmed that renewal was processed on May 20,2022 from your IP address, 98.201.131.31. We went ahead and escalated your issue to have the Early Termination Fee waived but we need two business days to give them time to review this request.

  We will always go above and beyond for our members, but if the provider declines the request, we will have little recourse to dispute the penalty. Please feel free to contact us with any further concerns and we hope you have a wonderful day!

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  I did not log into the PowerNext portal and there is no reason why I'd lie about this. The waive needs to be processed in full and powernext needs to provide proof that I logged into their system and made this request - password reset requests since I don't even know the password - time etc. I am ready to produce history reports and other information if that is what it will take. Somebody somewhere messed up and they're trying to put this on me. This is wrong on so many levels. I will not accept blame being shifted to me and I'm ready to launch an investigation into this if this is not resolved in an amicable manner. Thanks BBB.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 10/18/2022

  Dear BBB Houston,
  
  I am writing to update complaint ******** from Esther Makhulo. We have been speaking with our member and have credited her membership in the amount of $120 or one year of our service. We also advised the member that we are not the actual provider, PowerNext, and that she may pursue  a complaint directly with the Public Utility Commision of Texas (PUCT) so they may review and validate the member’s renewal since we have no agency over PowerNext. We hope this shows that we have tried to advocate for our member and submitted multiple requests to have the Early Termination Fee waived but we were denied. We hope the customer contacts us with any further concerns.
  
  Please let us know any updates on how we may resolve this issue!
  
  Thank you!
  
   
  
  ________________________________________
  Jackie ********
  Operations Analyst
  j********@energyogre.com
  (o) (832) 975-1964
  24 Greenway Plaza, Suite 1100, Houston, TX 77046              
  

• Initial Complaint

  Date:09/20/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 10, 2022, I requested through the app for my account with Energy Ogre to be cancelled. I received an automated reply with my ticket number Ticket #1360058. There has been no response. I requested again via email tonight, but I am doubtful they will respond as it has been super difficult to contact them in the past.
  
  Energy Ogre also locked me in to a 12-month contract with an energy provider without my approval.
  
  I just want to cut ties with Energy Ogre, as they are clearly dysfunctional and poorly managed. It’s disappointing. I expected more.

  Business Response

  Date: 09/22/2022

  Dear Steven,
  

  
  I am so sorry for the delay in getting back to you. Since the increase in market pricing and the numerous electricity provider closures and issues that followed, we have had an unprecedented amount of calls and emails. We’ve done our best to ensure that we are continuing to properly manage our members’ accounts, but getting to all of the questions in a timely manner has been difficult.

  Again, I am very sorry for the delay and any inconvenience it may have caused. I confirmed that your account has been cancelled and your recent membership in the amount of $10 was refunded to your payment method. We hope you consider giving us another opportunity in the future.

• Initial Complaint

  Date:09/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed on with Energy Ogre 12/2021 .9c kilowatt contact to end 6/2022. Contract ended Energy Ogre said it was cheaper to stay in our of contract with current provider. Here we are in September im stuck with Energy Ogre charging me $10 for there service and kilowatts is now .23 per kilowatt in holdover. They dont answer the phone so you can cancel and online there is no option. I will call my bank and cancel.
  
  We can get a 2 year contract for 14 cents a kilowatt what happened to helping the customers and meeting aan expectation if i paid for a service i should be provided a service.

  Business Response

  Date: 09/12/2022

  Hello Jessica,
  

  
  Thank you for taking the time to speak to one of our Ogres! We want to apologize for the delays in getting you a contract this past season due to market volatility and scarcity pricing. We have submitted a request to have your last bill reviewed for a prorated refund and we also refunded your membership fees for the last three months due to us letting you fall out of contract. Please let us know if there is anything else we may assist you with and we hope you consider Energy Ogre again in the future!

• Initial Complaint

  Date:09/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Energy Ogre with the expectation that they would search for an energy plan that would save me money as advertised. When I signed up I was paying an average of 13.9 cents per kWh with ***. Energy ogre changed me to a plan with ******** ****** that is an average of 18.1 cents per kWh. It doesn’t sound like a lot but the change cost me over $55 this month. I contacted energy ogre and was given a generic response of how the market is up and energy is currently more expensive. My question was specifically, why did they change my plan from something cheaper to a more expensive plan. When they changed me, I was working nights and couldn’t call them within the three days to cancel the change since I sleep during the day and during business hours. I have asked again, specifically why they changed my plan to a more expensive plan with no response. Now I can’t go back to *** without paying a much higher price.

  Business Response

  Date: 09/06/2022

  Hi ********
  

  
  
  
  We reviewed your account and showed that at the time you were paying 13.9 cents a kWh, but this was not a fixed rate. Since you were out of contract, you were on variable pricing, which means your rate would have been at risk because of very high real-time pricing. When your plan was selected, ******** ****** was the most cost-effective plan available but we continue to look for a better rate! We are starting to see rates lower but the savings are not enough to consider breaking your contract at this time.

  We know the stress high bills have on a budget, so three months of Energy Ogre fees have been credited to your membership. Also, one of our Ogres will be following up with you to discuss rates in hopes there are better options to consider. Please feel free to contact us with any questions and we hope you have a great day!

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We updated our credit card with Energy Ogre on July 25, 2022. They did not update our information with the power company until today, August 26, 2022. They are the ones that are in contact with the energy company. I spoke with them today and she said they didn't update the information until today. In the email they said it may take several business days to update, but they didn't do it for over a month. We were charged today for 858.00 through power next and Energy Ogre claims they are not responsible for last month. Even though they are the ones that did not update the information with the power company. I feel that they should be responsible since they did not update our credit card information even though they had it long before. Even before it was declined in the month of July.

  Business Response

  Date: 09/08/2022

  Hi Sarah,
  

  
  We sincerely apologize for the delay in updating your payment information. One of our supervisors attempted to reach you on 09/07/2022 and should have left a message for you to contact us to discuss any further concerns or questions. We show your account with PowerNext is now reconciled and the auto pay has been scheduled. We reviewed your invoices and you were not charged any late fee penalties but we have credited you with three months of membership fees for the inconvenience!

  We appreciate your patience and hope you have a wonderful day!