Complaints

This profile includes complaints for Ambit Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ambit Energy

  6555 Sierra Dr Irving, TX 75039-2479

  
• 

  Ambit Energy

  155 CONN DR NEWARK, OH 43055

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:04/21/2025

  Type:Billing 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.

  Tam disputing an invalid account reported by ***************************** Name]** on my credit report. This account is inaccurate, unverified, and violates the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

  Business Response

  Date: 04/29/2025

  ***************
  ****************
  ******************************
  Date:
  04/29/2025
  BBB Case#:
  ********
  CP NAME:
  ****** ********
  Date Received:
  04/21/2025
  Service Address:
  ************************************************************
  BBB Due Date:
  05/06/2025
  Customer s Complaint:
  Ms. ****** ******** disputes that her previously closed Ambit Energy account has been reported inaccurate information to each reporting credit bureau, and she wishes to have the items removed.
  Issues and Resolutions:
  Dear BBB Staff,
  Thank you for notifying us of ******************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  Ms. Thompsons account for the service at ************************************ was enrolled on Ambit Energys Lone Star Classic 24 plan for residential electric service. The account number was *****************. Records show that on 03/08/24, Ms. ******** contacted Ambit Energy to request a payment extension for her outstanding balance of $898.04. An Ambit Energy supervisor granted Ms. ******** an extension until 03/12/24 to resolve the past due balance of $898.04.
  On 03/12/24, Ambit Energy received a market transaction indicating an inbound drop due to switch notification from utility TNMP indicating Customer Moved with the effective end date of 03/12/24.
  On 03/14/24, Ambit Energy generated a final Invoice 546A3E5 in the full amount of $1,229.34. The current charges of $74.63 for the service period of 03/04/24-03/12/24 for the reported actual usage of 441 kWh. This invoice included a balance forward of $1,154.71.
  A final notification letter for the remaining balance of $1,229.34 was sent on 04/02/24. The notice indicated that the outstanding balance would need to be received no later than 04/22/24 to avoid collection efforts. On 05/31/24, the balance was transferred to the collection agency, now referred to as ****** & ******. If Ms. ******** wishes to resolve her account balance, she may contact the collection agency directly at **************.
  Upon receipt of the customers complaint, an ********************** representative contacted Ms. ******** by phone to inform her of the above information; however, a voicemail could not be left. An email was sent providing Ms. ******** with direct contact information for further assistance.
  Sincerely,
  Ambit Energy

• Initial Complaint

  Date:04/10/2025

  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.

  Please, I need you to investigate the theft that Ambit Energy is committing against us, the consumers. High charges on my personal bills are around almost $600. They calculate this from the months of last year. This is how they are stealing from me. I ask that you stop stealing from me and return what you have stolen and give me credit. Please, I ask you to help me. Thank you.

  Business Response

  Date: 04/21/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ******************* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  
  A review of the account showed that Mr. ****** has been enrolled for services with Ambit Energy since 02/17/20 and is currently under the secure savings 36-month term plan with a fixed rate of $0.1402 per kWh (0 999 kWh)and $0.1102 per kWh (1000+ kWh).
  
  Records show that Mr. ****** contacted Ambit Energy on 03/27/25 regarding the account status. The ********************** representative informed the customer of the consumed usage reported along with account product details. The Ambit Energy representative also informed the customer of ********************** saving tips and discussed with the customer year-to-year usage comparison. Please note, the customer was not informed of last years consumed usage being used to bill the current billed usage.  Usage is billed as received monthly from the ****
  
  In summary, a review of the account showed that the customer was billed in accordance with the account product and reported usage. Mr. ****** is encouraged to contact us for payment plan assistance if needed.
  
  Sincerely,
  
  Ambit Energy

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because:  Hello, good afternoon. I confirm that Ambit energy always charge according to last year's results. The same staff has told me that the tests are recorded in their system. When I call, they tell me this call is being recorded for quality purposes. So I demand that they show me those recordings so we can verify that there is evidence, and they are denying it. I cannot believe that Ambit Energy has untrained staff. I just want them to be honest and fair when charging me for the energy that I am using. Thank you and have a nice day.
   

  Business Response

  Date: 05/02/2025

  In reference to Mr. ******* additional concerns received, the customer has been advised of last years usage details compared to the current usage consumed for comparison and not billing. The customer has also been provided usage breakdown for the week information for review along with being provided with energy savings tips and ways to keep track of usage consumption through Smart Meter Texas. The customer also has the ability to view and keep track of consumed usage through his online My Ambit Account. ********************** reiterates that the customer has been properly billed in accordance with usage reported and account product. Mr. ******* is encouraged to contact us for further assistance if needed.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 had a gas contract with Ambit ****** that ended October 2024. I overpaid the final invoice and have been trying to get my credit refunded since my Nov 23/24. It is now 4 months later and is no closer to being resolved. I'm now told it's a 3rd party who was to have sent out the credit and I now have to deal with the 3rd party directly due to confidentiality reasons. That makes no sense since Ambit is the one who gave my info to the 3rd party. My contract was with Ambit, my payments went to Ambit. Ambit should be calling the 3rd party and finding out where the credit is not myself. Seems once they have your money, they are not giving it back. Where's my refund Ambit?

  Business Response

  Date: 04/04/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ********************* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  
  A review of the account showed that Ms. ********* spoke with an Ambit Energy representative on 12/09/24 and had requested that her mailed refund be delayed due to postal strike in her area. The customer contacted ********************** to request that the refund be mailed out as the postal strike had ended and the refund request was submitted on 02/27/25 to our vendor ********* for processing and to be sent to the customer. Ms. ********* contacted ********************** on 03/21/25 to inquire on the refund and the customer was informed of the refund that had been sent to the customer. In addition, the customer was referred to ********* for further assistance or request for a refund to be reissued.
  
  We have communicated with ********* and the refund has been reissued and sent expedited.
  
  Sincerely,
  
  Ambit Energy

  Customer Answer

  Date: 04/07/2025

  I have reviewed the business response and accept this resolution.   Again, It should not be my responsibility to contact your third party, ********* as ********* is your vendor.  Hopefully my refund will be here within the next 2 weeks.

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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 lease ended at my apartment and I sent ambit and energy an email that my account needed to be closed and they had asked if I needed to renew and I didnt and they are still trying to charge me for after my lease ended and say I owe a balance. They have record of me trying to close my account but keep trying to charge me anyways

  Business Response

  Date: 02/21/2025

  February 21, 2025
  Via BBB Online Complaint Portal
  Re: **** ***** # ********
  This letter is in response to the complaint filed by Mr. **** ***** on February 07, 2025, regarding Ambit Energy. Mr. ***** alleges that he requested the cancellation of his service due to relocating to a new service address.
  A review of Mr. ***** account indicates ********************** received an email request for cancellation on 12/03/24, upon receipt, an Ambit representative attempted to contact Mr. ***** at the contact number on file ************** however the contact number indicated it was no longer in service. Additionally, Ambit representative responded to the email address **************************** advising Mr. ***** that we have made contact attempts and have been unsuccessful at speaking with him directly. The representative provided direct contact information along with our hours of availability to discuss his cancellation request. There is no record of contact received, therefore the service remained active.
  Records show as of 01/24/25, Ambit received a same day inbound drop due to switch notification indicating Mr. ***** has moved.

  
  As of 01/30/25, Mr. ***** contacted Ambit to request a re-rate for the billed charges. Mr. ***** claimed that he notified Ambit on 11/27/24 that he wishes to cancel his service. The request was denied due to no interaction or communication received back from Mr. ***** in order for the request to be completed. Finally, a review of the account shows Mr. ***** has been billed in accordance with the account product and reported usage. The account is currently cancelled with a balance amount of $105.22. If Mr. ***** wishes to discuss the matter further, he may contact me directly at **************.
  I sincerely hope this meaningfully responds to the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************************************************.
  Sincerely,
  Callissia ******
  Customer Advocacy Services

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because:   The balance should be zero! My contract ended and I moved out nothing further to discuss! I never renewed my contract therefore shouldnt be charged when my contract was over and I was moved out. Those are not my charges balance should be ZERO. 

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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.

  Disconnected and canceled account in September, paid $200. I am still getting charged for October but moved out of that residence in min September.

  Business Response

  Date: 02/13/2025

  Dear BBB Staff,
  
  Thank you for notifying us of Mr. ***** ******* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  
  A review of the account showed that Mr. ****** contacted Ambit Energy on 09/28/24 and requested a cancellation of service. The cancellation request was submitted and completed on 10/02/24 by the transmission and distribution utility of AEP Central and services ended with Ambit Energy. The customer had an outstanding balance upon contacting Ambit Energy for a cancellation request.The account deposit was credited to the account due to services cancelling with Ambit Energy, however, a remaining account balance was still due. The final invoice was generated and sent to the customer displaying the final billed account balance due.
  
  Ambit Energy did not receive an additional payment to satisfy the account balance due nor did the customer contact ********************** for account or payment assistance after services cancelled with Ambit Energy. A letter was sent to the customer to remind them of the still outstanding balance due before being referred to a collection agency. Ambit Energy did not receive a response from the customer; therefore, the account was referred to a collection agency for further collections. Records show that Mr. ****** was billed in accordance and the account has been cancelled since 10/02/24.
  
  Sincerely,
  
  Ambit Energy

• Initial Complaint

  Date:01/18/2025

  Type:Billing 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 moved into new apartments and had Ambit Energy as my electricity provider. I was told the Lone Star plan would be the most affordable plan. My first bill was $171.00 but the two subsequent bills jumped to nearly $350.00. This did not make sense especially since there were different billed usage amounts (amounts that I actually used) than what Ambit Energy actually charged. In addition, they charged me a termination fee when they terminated my service due to my inability to pay such large bills. The termination fee is only meant to be used via voluntary termination. Finally, they sent my account to a collections agency which I would like immediately corrected due to unscrupulous practices. They credited a majority of the $650.00 I "owed" and added a bogus termination fee. I am disputing this in every way.

  Business Response

  Date: 01/30/2025

  Dear BBB Staff,
  Thank you for notifying us of Ms. ******** ***** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  A review of the account showed that Ms. **** enrolled for services with Ambit Energy on 07/29/24 under the Lone Star Classic 12-month term with a fixed rate. Records also show that the customer accessed her online My ********************** Account on 08/23/24 and enrolled in the average billing option where the current monthly bills are calculated based on a rolling 365-day historical average usage. Average billing details are displayed to the customer prior to accepting the billing option change and they are also displayed in the customers contract documents previously sent to the customer.
  The subsequent invoices sent to the customer displayed the average billing details. In addition, Ms. **** has the ability to view billing details and request additional changes through her online My Ambit Account.
  ********************** received a drop cancellation request effective 11/07/24 causing the average billing option to be removed. This led to an average billing true-up adjustment in the form of a credit. In addition, please note that the customer was not billed an early termination fee.
  Ambit Energy does not have a record of the customer contacting ********************** after the cancellation of service regarding her account or payment assistance. Ambit Energy did not receive a payment for the remaining account balance and a letter was sent to the customer to remind her of the still outstanding balance due before being referred to a collection agency. Ambit Energy did not receive a response from the customer; therefore, the account was referred to a collection agency for further collections. Records show that Ms. **** was billed in accordance and the account has been cancelled since 11/07/24.
  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   I never requested a drop cancellation request. Ambit Energy told me that if I did not pay in full the $600+ that they would shut of electricity.Additionally, Ambit Energy has not responded to the fact that I was charged for much higher usage than what is shown on the meter. It is within the documents that I provided. For example, in Ambit PDF 2 Ambit Charges Avg. Energy Charge (29 days, ******** kWh @ $0.143200) $ ******  instead of the kWh being the billed usage of 615 kwH. I did not use almost 2000 kWh. Fix it.

  Business Response

  Date: 02/13/2025

  In reference to the additional concerns received, services were not cancelled with Ambit Energy due to the outstanding balance due. Ambit Energy received a drop cancellation request which happens when services for a premise are enrolled for services with another electric provider. As previously mentioned, the customer enrolled in the average billing option in which the billed usage is based on the premise historical usage and not the actual usage for the service period. The invoices will display both the actual usage received and the billed average usage. At the end of the budget billing yearly period or upon a cancellation of services, the average billing activity is calculated.  A credit was provided to the customers account upon the calculation of the average billing program and the account was left with a remaining account balance. The final account balance has been referred to a collection agency for further collection.
  Ambit Energy reiterates that the customer was billed in accordance.
   Sincerely,
  Ambit Energy

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair 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 December 18, 2024, I contacted Ambit customer service to switch my current plan to the Flex plan. Before making the switch, the customer service representative confirmed that there would be no $199 early termination fee. However, after switching, I noticed that the $199 fee still appeared on my bill.On January 6, 2025, I opened case #CC48337303 and called customer service. The representative acknowledged that the bill was incorrect and stated that it would take 5 business days to resolve the issue. However, it has already been 5 business days, and my bill is still incorrect.I now request that you immediately correct my bill without further delay.

  Business Response

  Date: 01/30/2025

  January 30, 2025
  
  Via BBB Online Complaint Portal
  
  Re:  Xin **   # ********
  
  This letter is in response to the complaint filed by Ms. *** ** on January 15, 2025, regarding Ambit Energy.  Ms. ** states she confirmed with an Ambit representative on 12/18/24, that she would not be charged the $199 early termination fee (***) if she were to renew into a different product.  Ms. ** voluntarily completed a renewal under Ambits Flex variable month-to-month plan, shortly after her renewal Ms. ** states her following invoice included an *** of $199.  Ms. ** contacted Ambit to advise of the unexpected charge.  The representative submitted a case to have the *** removed and advised Ms. ** to allow 5 business days for completion.  Ms. ** states it has been 5 business days, and her invoice has not been adjusted.
  
  Records show on 12/18/24, Ms. *** engaged in chat interaction with Ambit to review his renewal options.  During this interaction, Mr. ** was informed that the *** would be waived.  Mr. ** completed the third -party verification and renewed under Ambits Lone Star Flex month-to month variable price plan. A review of the transaction shows that due to human error the agent did not complete the waiver process, therefore the energy account was billed an *** of $199.  
  
  12/29/24: Invoice 944F7H6 in the full amount of $253.67 due 01/16.   
  
  On January 6, 2025, Ms. ** contacted Ambit regarding an early termination fee (***) billed to her account. An ********************** representative submitted a waiver for the ***, advising her to allow 5 business days for resolution. Prior to receiving Ms. **'s complaint, records indicate that, on January 14, 2024, an adjustment of $205.33 was applied, leaving a remaining balance of $48.34. Additionally, Ms. ** communicated with an Ambit supervisor,who confirmed the adjustments and verified that the updated balance is reflected in her My Ambit Account web portal.
  
  On January 15, 2025, Ms. ** contacted Ambit to request the cancellation of her service, as she was moving to a new location. An Ambit representative assisted her in scheduling a Move-Out (MVO) date for February 3, 2025. Ambit apologizes for any inconvenience this matter has caused. The account is currently pending MVO with a balance of $99.95. If Ms. ******* wishes to discuss the matter further, she may contact me directly at **************.
  
  I sincerely hope this meaningfully responds to the above inquiry.  If you have any questions, please do not hesitate to contact me by email at ***************************************************************.
  
  Sincerely,
  Callissia ******
  Customer Advocacy Services
  

• Initial Complaint

  Date:01/09/2025

  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.

  We switched energy providers and upon receiving our final invoice we were charged $66 for the energy that we used and $217 for Avg. Billing Settlement. When trying to understand why we were charged this they explained that we were undercharged throughout our entire contract and they were charging the difference. They based our rate on the average usage of the apartment. When asking for the contract or and evidence of us signing onto that there was no clear response. This makes zero sense to us and would like a better explanation of this charge or to drop it entirely and we only pay for what we used.

  Business Response

  Date: 01/24/2025

  
  Dear BBB Staff,
  Thank you for notifying us of ******************* concern with Ambit Energy as referenced above. Ambit
  Energy has completed its research and investigation into complaint #******** and has documented its
  findings and actions taken with respect to this complaint.
  A review of the account showed that Ms. ******* had been enrolled for services with Ambit Energy since
  2023. Records show that on 01/02/24, the customer accessed her online My ********************** Account (MAA) and
  enrolled to become a participant of the average billing option in where the current monthly bills are
  calculated based on a rolling 365-day historical average usage. Average billing details are displayed to the
  customer prior to accepting the billing plan change and they are also displayed in the customers contract
  documents previously sent to the customer. In addition, average billing calculations are based on usage
  and not the billed rate.
  The subsequent invoices sent to the customer displayed the average billing details. Please note, Ambit
  Energy does not have a record of Ms. ******* contacting Ambit Energy with billing disputes or concerns
  over being enrolled in the average billing option. Ms. ******* has the ability to view billing details or
  request additional changes through her online MAA.
  Ambit Energy received a drop cancellation request effective 11/16/24 causing the average billing option
  to be removed and calculated in accordance with the actual usage consumed. This led to an average billing
  settlement being billed in the customers final invoice as it showed that the customer consumed more
  usage than what had been billed during the average billing periods. Records show that Ms. ******* was
  billed in accordance.
  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 01/26/2025

  I am rejecting this response because:   
  I did not receive a contract stating I signed up for the average billing plan or have received a copy of my original contract. This is what is asked of them. They have only sent an invoice containing that the average billing plan is there. 
  

  I have recently called Ambit on Jan 20, 2025. In trying to dispute the charge I was immediately directed to a supervisor, ********. During the call they tried to get me to call a number without disclosing it was to a collections agency until the last moment. He ended up agreeing to do an investigation and has told me this number (********) would call me back with their results. I was not told who this number belonged to or why it was short. As of Jan 26, 2025, I have not received any response from ambit.

  From this point I would like a detailed explanation of how I was charged throughout my initial contract. All the math calculated that made my invoice. Also explain why there was discrepancies between the billing page and my actual invoice. For example, on the billing page it only shows the usage I was charged but not the actual usage I used that month. It also showed the average rate but it was not part of my invoice. I will like an explanation on why any of those numbers were showcased if they were not relevant to my invoice.
  

  Jan 2, 2024 is when I received my first invoice. I do not recall activating average billing plan nor receiving or signing a contract doing so. I cannot find any documentation of my contract with Ambit. Not through the site nor through my emails/files. That is what I was asking for throughout all the conversations I have had when asking.

  If there is sufficient documentation of me signing up for the average billing plan and my original contract with Ambit plus the math and numbers used to create my invoice, Ill concede to the charges. If failure to do so, Ill have to assume that the plan was brought onto me without full understanding or consent. I will only be paying the usage on my November.

  Business Response

  Date: 02/03/2025

  In reference to Ms. ******** additional information received,Ms. ******* has the ability to view her contract documents through her online My Ambit Account. The average billing enrollment showed it occurred upon customer access through her online account. Ms. ******* did not request the average billing option by speaking to an Ambit Energy representative but by choosing this option through self service through her online My Ambit Account.
  The customers invoices display both the average usage used for billing and the actual usage that was consumed for the billed service period.The customer can compare between what was billed and the actual usage that was reported by the Transmission and Distribution Utility of Centerpoint. In addition,the 3rd page of the customers billed invoices also display the average billing plan account balance along with details on the average billing.
  A copy of the customers average billing details has been sent to Ms. ******* via email. Ms. ******* was billed in accordance. 

  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 02/03/2025

  I am rejecting this response because:   

  1. Upon checking my messages on the Ambit website I see a customer consent form. (This was on my laptop) However, Ambit has still failed to provide what I asked for. I did not request the invoice. It was sent to me twice at this point and it needs to be stated that it does not suffice as enough evidence. For confirmation purposes I need both contracts: The original contract with Ambit Energy and the one fro the Average billing statement.
  

  2. It should not be that easy to sign up for the plan and not be notified or sent a confirmation of such action. How is it possible for Ambit to know for certain what action I performed but not provide any evidence or contract of enrollment? Even in my messages from Ambit there was no confirmation that I have enrolled in Average billing. They claimed that on Jan 2, ************************************************************************** proving/stating that. On the average billing page it says "Not Enrolled" and I'm pretty sure it's been like that the entire time. Once again the invoice is not sufficient evidence of this. I require the contract that has a signature/stamp on in stating that I agree to the terms. (Not just have my name on it)
  

  3. I am still waiting on the investigation from Ambit about the average billing settlement and have not received word from them.

  4. I want to know where the number for the billed usage comes from. If there's a copy or documentation of where these numbers are from I would like Ambit to send a copy.

  If Ambit sends me the invoice as evidence of my actions not any of the contracts once more then I'll assume that, again, the average billing was done without sufficient consent or understanding. At this moment would like a credit on the account.
  

  Sincerely ****** Gardner 

  Business Response

  Date: 02/28/2025

  In reference to the additional concerns received from *** *******,a copy of the average billing details were sent to *** ******* via email which contained the details on both the average billing billed and actual usage consumed showing the difference rate amounts.  Customers have the ability to request and make changes through the online My Ambit Account MAA) through self-service to better assist the customer to make changes easily.
  *** ******* had the ability to change the average billing option at any time through her online account or by contacting Ambit Energy customer service.The average billed usage is based on a rolling 365-day historical average usage of the premise.  The actual usage reported is also reported and displayed in the customers invoice allowing the customer the ability to view both. We will send her a copy once more for her review.
  The customers online account will currently displayed not being enrolled in the average billing program as the account was removed from average billing on 11/19/24 and services are cancelled with Ambit Energy.
  Ambit Energy reiterates that the customer was properly billed.
  Sincerely,
  Ambit Energy 

  Customer Answer

  Date: 03/01/2025

  I am rejecting this response because:   
  
  The issue of the matter is that I have no recollection of signing up for the average billing plan. I have never received an email nor a message through my profile of anything resembling a contract. I checked my emails from Ambit and do not have anything of the matter. If this was true then Ambit should have provided the original email with the dates and the contract with my signature. This was asked 4 times as of now, and Ambit continues to fail to deliver these documents. Regarding the amount, If I was fully aware of my true usage upfront then I would have conducted myself differently throughout my contract. Since I was unaware I was enrolled in the plan and my true usage was not shown to me clearly, it completely deceived me. It is not 100% clear what I was being charged on the billing page as it was missing key details regarding my bill. Ie. my actual usage and the accumulated amount from the average billing plan. Having to navigate through my invoice thoroughly in order to do so.  I had no reason to even thoroughly check my invoice because any reasonable person would think that all the information they needed to know was on the billing page and they didnt need to look any further than that. With this notion, I did not consider anything was amiss until my last invoice. Nothing on the billing page stated I was enrolled in anything or shown how much I was actually using. Ambit claiming I had full responsibility without providing proper documentation of initiation, that was asked of them multiple times, is deceptive and unprofessional. Continuing to fail to provide documentation that was asked of them is highly dubious. I will reiterate for the fourth time, I need documentation of the email sent to me regarding the average billing plan details with the correct dates, the form I signed for the average billing plan, and the original contract from ambit for confirmation purposes. 
  
  
  From this point forward, if the next response doesnt contain these three forms then I will reject it automatically. If the next response contains my final invoice I will reject it automatically. I ask to be credited on my account for this misunderstanding because it shouldnt be difficult to prove all the documents I signed/agreed to. Ambits refusal to provide documentation in the responses, is frustrating and absolutely unacceptable. Its the bare minimum they can do to satisfy my dispute. They have failed 3 times to do so. I do not understand why they never provide this information and laying all responsibility on me with no proof outside of an invoice. They refuse to acknowledge these points in any of their responses and only go after ones they could refute. My issues and turmoil are ignored by them as they dont even try to compromise or provide any remedy for this complaint. This is the only compromise I can accept after this experience.

  Business Response

  Date: 03/11/2025

  In reference to the additional information received for *********** as in the screenshots provided, the customer is informed of the average billing details prior to enrolling. Attached is a copy of the customer invoice which shows that the customer is advised of the amount of average usage being billed on page 1. In addition, page 3 of the invoice informs the customer of the average billing plan variance and balance. These details were available in all of the customer invoices. Attached are also the average billing details that had been sent to the customer.
  ********************** reiterates that the customer was properly billed.
  Sincerely,
  Ambit Energy 

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   
  Ambit has failed to provide the following documents asked of them:

  - Contract for the Average Billing Plan sign up

  - Email notification of signing up for Average Billing Plan

  - Initial contract of receiving Ambits services 

  Ambit has also sent the final invoice when it has stated that it is not sufficient evidence of signing up for the average billing plan. Therefore, the response has been rejected automatically.

  Ambit is to provide these documents in their next response. If not, this message will be restated continuously until Ambit provides the documents that were asked of them.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair 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 called Ambit Electricity in June 2024 to inquire about electrical services and spoke to an agent. The agent went over plans with me over the phone and the associated costs for comparison to their plans and external service providers. The agent told me the total price, including all fees, would be $0.137 per kWh. What they failed to disclose were additional fees bringing the total price to $0.204 per kWh. I have called three times between June 2024 and January ************************************** waive the $199 cancellation fees. On 1/2/25, the agent told me they would not terminate the service or waive the cancellation fees. He also stated the cancellation fee would be $299, which is $100 more than stated in the *** downloaded the same day for my service plan. Ambit Energy participates in bait-and-switch sales practices by portraying a rate as one price and charging you a higher price after you sign a long term contract. The company then failed to correct the situation when notified of the issue and retaliated by raising the contract termination fee when I asked to terminate. I would not have signed with the company if they had disclosed the full price of the energy plan and they need to refund the early termination fees for cancellation.

  Business Response

  Date: 01/27/2025

  January 24, 2025
  
  Via BBB Online Complaint Portal
  
  Re:  Sascha Duban   # ********
  
  This letter is in response to the complaint filed by Mr. ****** ***** on January 09, 2025, regarding Ambit Energy. Mr. ***** alleges he was informed that his average price would be ***** per kWh.  Mr. ***** states that the agent failed to advise that the total price would be .204 per kWh.  Mr. ***** states he has made several attempts to cancel service with Ambit.  Mr. ***** claims that he was informed by Ambit representative that the service will not be cancelled, and the *** would not be waived. Additionally, the agent informed Mr. ***** that his *** would be $299 and not the $199 indicated on his EFL. ******** wishes to have a refund for the *** for cancellation.
  
  A review of Mr. ****** account indicates renewal notices were sent 03/06/23, 04/05/23, & 05/05/23 advising that the existing terms of service would expire on 06/08/23.
  
  Records show on 06/27/24, Mr. ***** contacted Ambit Energy to inquire about cancelling his service. A review of the call interaction,Mr. ***** informed the agent that he was considering another retail provider that offered him a total average price of 0.16 per kWh.  The representative presented the Texas Plus 24-month tiered rate plan that includes an energy rate of *****2 per kWh for usage ****** kWh, ****** per kWh for usage ********* kWh, and usage exceeding 2000 kwh billed at *****2 per kWh.  ******** agreed to the terms and conditions of the tiered energy product. The *** recording confirms that the agent informed Mr. ***** of the average price based on ***** kwh usage ***** per kWh along with an early termination fee of $199,and a contract end date of 06/27/26. 
  
  On 01/02/24, Mr. ***** contacted Ambit via chat interaction regarding account assistance. The agent reviewed with Mr. ***** his rate plan, base charge and the *** distribution fees for Oncor and how the amounts are calculated.  Mr. ***** requested the *** be waived. Due to human error, the representative quoted an *** of $299. The agent has been coached,and Mr. ***** was not charged more than his contracted $199 ***.  
  
  As of 01/03/25, Ambit received a same day switch notification. In reference to Mr. ***** concerns regarding the average price of .204 per kWh.  A review of the final invoice shows Mr. ***** was billed in accordance with the energy rate of .137 per kWh.
  
  01/07/25: Final Invoice 952D4K5 in the full amount of $342.01 was sent to the customer. The current charges of $342.01 due 01/23/24 for the service period pf 12/13/24-01/03/25 for the reported actual usage of 698 kWh billed at the applicable rate.  This invoice includes the early termination fee of $199. 
  
  
  On 01/22/25, Ambit received a credit card payment in the amount of $342.01, bringing the account current.  Ambit Energy regrets Mr. ****** experience did not meet his expectations.  ************ wishes to discuss the matter further, he may contact Callissia ****** at *************.
  
  I sincerely hope this meaningfully responds to the above inquiry.  If you have any questions, please do not hesitate to contact me by email at ***************************************************************.
  
  Sincerely,
  Callissia ******
  Customer *****************

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair 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 am my family are currently moving locations. I called ambit energy to turn on the power at the new location while at the same time set up a disconnect at the Current Location for January 31 the company made a mistake and cut my power off on December 31 I called at 1 PM. The order went out to restore my power at 2:25 PM and I was told it would take 2 to 4 hours for power to return. I called multiple times throughout the day up until 9:45 PM. I have still not receive power. I have an infant in my home. The temperature is 48Degrees And they say they made another mistake with the order and I cannot get my power turned back on until two days later, even though the mistake was clearly on their side. The only thing they asked said they could do is give me a $20 credit. After informing them, this is an emergency situation. This is a mistake on your part, Of ambient energyand I have an infant in the home. They still did not turn on my power.

  Business Response

  Date: 01/22/2025

  Dear BBB Staff,
  Thank you for notifying us of ********************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
  A review of the account showed that Mr. ****** ********** contacted Ambit Energy on 12/31/24 to request a transfer of service effective 01/02/25 and requested services to be cancelled at his current premises as of 01/31/25. The transfer of service request was not completed properly, causing services to become disconnected at his current premises the same day of 12/31/24. Mr. ********** contacted Ambit Energy regarding the loss of power and a reinstatement request was submitted that was completed on 01/02/25. Mr. ****** was provided with a credit adjustment, and services were reinstated with Ambit Energy. Mr. ********** stated that he would call back to schedule the cancellation of services for his previous service address. Ambit Energy apologizes for any inconvenience this may have caused.
  Sincerely,
  Ambit Energy