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

  
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  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: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

• Initial Complaint

  Date:12/21/2024

  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 literally just move into this apartment in the middle of October. October 15 24 to be exact so I reach out to ambit energy to do a transfer on my lights to one apartment to another which I move from upstairs to down stairs so ok boom I got real sick in the miss of me getting sick I was hospitalized i was in icu for darn near a month. So when I get out of the hospital I went to check my mailbox I got a bill from them my bill was $466.19 look at that bill saying they be cant be serious 4 hundred so I call them I told them my situation like I can my bill be this high when I just move into this apartment right along I just renew the contract which the customer service wouldve told they couldnt give a explanation at all they kept putting me on hold some one supposed to call me back it was so much so I wait days after days so o call them back because I got another bill so I ask them about the ****** I spoke with **** he let me talk he was talking all over me while I was trying to explain my bill they steady sending high bills when I dont be at home like that its just me and my daughter I shouldnt have a high a** light bill s!*^ **** me off so **** wouldnt let me talk so I told let me explain so his words was .I CANT READ oh you know I was **** dont you insult me so I ask for a supervisor so **** the supervisor got on the phone is Im speak with ***** I said yes he ok a my representative stated you want to go over your bill I said no I want to speak to about him saying I cant read he said oh he didnt tell me that and Im so sorry to hear that but okay your bill i pause because at this point Im worrying about no bill I more worry about your representative talking to his customers like that so I ask him who over him due he more worried about a bill instead handle the situation of what his representative said to me and that when he stated hes are going to give his my boss my number to call me back which its not going to happen. It ridiculous how high it is.

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  Via BBB Online Complaint Portal
  
  Re:  ***** Leonard   # ********
  
  This letter is in response to the complaint filed by Ms. ***** ******* on January 02, 2025, regarding Ambit Energy. Ms. ******* states she received bill charges of $466.19.  Ms. ******* acknowledges that she relocated to a new address and disputes amount owed. Ms. ******* states she contacted Ambit for a billing explanation and alleges that the service agent insinuates that she was unable to read and comprehend her bill.  Ms. ******* does not agree with the usage reported. Furthermore, Ms. ******* states she was escalated to a supervisor who in her opinion was more concerned about her billing concerns that she raised in her initial call than addressing the previous service representative.
  
  Upon receipt of Ms. ******** complaint, a call review was conducted for Ms. ******** call interaction that occurred on 12/21/24. 
  
  12/21/24: Ms. ******* contacted Ambit to request a billing explanation of the Final Invoice 912G9H2 in the full amount to $258.06.  During the call, the service representative began explaining the previous balance amount of $464.19 and the current bill charges of $69.63 for the service period 11/15-12/04.  Ms. ******* began to use profane and abusive language whilst insisting that Ambit was scamming her.  The agent continued to provide a detailed billing explanation of the billed charges; however, Ms. ******* was not receptive to the information. The customer became upset and assumed that the agent stated she could not read.   Ms. ******* requested a supervisor to report her concerns.  The agent connected Ms. ******* with an available supervisor who attempted to address her needs and acknowledged her dissatisfaction.  The supervisor submitted a call back with Office of the President (OP). 
  
  Records show on 12/23/24, OP representative contacted Ms. ******* after reviewing the call interaction.  The agent apologized for her unfortunate experience and submitted a training opportunity for the agent.  Ms. ******* was content with the resolution provided.       
  
  The account is currently cancelled as of 12/04/24.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 *****************

  Customer Answer

  Date: 01/17/2025

  I am rejecting this response because:  this all they do is lie and make up charges and when I spoke with the op from ambit she more on the agent side more then anything she didn't take the matter serious as well she thought I was lieing I'm so dissatisfied with this company I had to call month about my bill they will overcharge me on my usage I'm glad I move on with another company that was best decision I made better rate and **** *** more cheaper it's unbelievable I can compare my usage with ambit with my new company and totally the opposite way cheaper and make me more they kept my deposit without me knowing this company need to be shut down of the things they do to their customers and they will overcharge the customers on there bill and refuses to fix it or credit customers.

• Initial Complaint

  Date:11/10/2024

  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.

  Last year, we had solar panels installed. They were inspected and turned on in August. My wife called on 09/11/2023 to advise Ambit of the same and to close the account. She spoke w/ ******** at approx. 1:30pm who confirmed it was closed. That current billing cycle ended on 09/22/2023, however, Ambit continued to bill us for the next 4 billing cycles. We were charged a total of $239.00 (Sep-Oct $10.50, Oct-Nov $26.84, Nov-Dec $73.52, Dec-Jan $128.14).We called again on 12/04/2023 after still seeing charges. We spoke w/ ****** around 9:20am who later transferred us to another person who said cancellations take 2 billing cycles. We spoke to another agent named ******* around 9:40am who confirmed the cancellation and no more charges by next billing cycle.On 01/11/2024, we spoke with ******** and then Jhoan at 9:23am to request the refund (again) and ensure account was cancelled. He confirmed the 09/11 call and offered "re-rate adjustment" which we initially refused. We just wanted a full refund. Was given confirmation# CC45147622 for the cancellation. Was transferred but disconnected. Spoke w/ supervisor ****** at 9:59 am who said re-rate would translate to full refund and will take 1-2 billing cycles.A letter dated 01/11/2024 was received from PSE&G advising that: "The third-party supplier you selected under the ********** Energy Choice Program has notified PSE&G that your electric supply service will end, effective 01/24/2024. Our records identify your third-party supplier as: Ambit Energy. ***********************************************, ************"On 10/18/2024 another call placed because we had not heard from Ambit. The agent said did not see anything submitted re. a cancellation or "re-rate." Spoke w/ *******, who escalated the matter and had to submit new case for "re-rate." We were provided with case# EC45148142.On 11/09/2024, ******* advised $55.18 refund was approved. That's not acceptable. At very least, should be $201.66 (last 2 billing cycles).

  Business Response

  Date: 11/22/2024

  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 Ms. ***** ****** contacted Ambit Energy on 09/11/23 regarding account cancellation assistance. The Ambit Energy representative failed to correctly submit a cancellation request and services continued active with Ambit Energy. Please note, this information has been submitted for additional agent training and coaching. All customer interactions will be reviewed, and any additional training and feedback will be provided.
  
  A drop cancellation request was submitted on 11/11/24 that was accepted to take effect as of 01/24/24. We apologize for any inconvenience this may have caused. A cost comparison was completed for the time of the initial cancellation drop request until the final billed service period and the difference was to be sent to the customer. This led to a credit refund in the amount of $55.18 that was sent to the customer. As a customer gesture, an additional adjustment in the amount of $50.00 will be placed on the account and will be sent to the customer. Services are cancelled with **********************.
  
  Sincerely,
  
  Ambit Energy

  Customer Answer

  Date: 11/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/29/2024

  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.

  On Friday October 25th, 2024, my mother gave me a letter from Ambit Energy addressed to my name demanding I send them $202.27 in bill fees by November 7th, 2024, or they'll send my account to a collection agency. I no longer live with my mother, I don't live at the address it was addressed to, so I will not be paying.I cancelled my services with them September 30th, 2024, due to moving and getting overcharged in fees. In response, I was pressured by numerous agents about why I shouldn't be canceling & them almost refusing to close my account. They wouldn't let me know when the electricity would be turned off even though I was out of the apartment by the morning of the 30th. ************************************ are notorious for extra fees, but a $200 bill doesn't add up, & it doesn't make up for the fact that I was never actually contacted to pay this bill. I don't live at the address they sent this to, no one ever emailed or called me, & their app never works. The plan I had with them (Ultimate Perks 12) was said to include $50 in rewards every month that I never got... & when I asked them why, they acted confused. I'd like to have a clear explanation about this as well & actually be given access to these rewards I was promised & paying for. I already had an issue with Ambit charging me during the week my electricity was off during Hurricane *****, which they kindly fixed once I made them aware of this. Unfortunately, now they're trying to use intimidation tactics. I'm so disappointed & disheartened by Ambit. I decided to go with them because a friend recommended them, and I believed they were reliable & client driven. I was wrong. The lack of decent customer service and overcharging is crazy, I refuse to pay this bill and be threatened over an account going to collections. Why would I pay for a bill from a company that has the wrong information, withholds promised rewards, and doesn't contact individuals directly, but instead threatens them? I expect this account to be closed.

  Business Response

  Date: 11/11/2024

  
  Date: 11/11/2024 BBB Case#: ********
  
  CP NAME: ****** ****** Date Received: 10/30/2024
  
  Service Address: ****************************************************************************** BBB Due Date: 11/14/2024
  
  
  Customer s Complaint
  Ms. ****** ****** alleges she is not liable for the outstanding balance of $202.27 with Ambit Energy. Ms. ****** states that she was never contacted in regard to the account balance therefore she does not feel she is responsible for the balance.  In addition, Ms. ****** states that she was promised $50 rewards every month, but she never received her rewards.
  
  Issues and Resolutions:                                                         
  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 shows that Ms. ******* ****** completed an enrollment on 04/05/24 utilizing the email address ********************* for electric service under Ambit Energys Ultimate Perks *************************************** account number -********************** for the service address *******************************************************************************************  On 04/08/24, Ambit received a bounced back email indicating the email address was incorrect therefore Ultimate Perks Rewards registration was not completed.  On 05/10/24, Ms. ****** contacted Ambit and updated her email address to *****************************
  
  As of 09/09/24, Invoice 792J5A8 in the full amount of $116.82 due 09/25/24 for the service period of 08/07-09/06 was emailed to Ms. ******* Records show no payment was received.  Further review shows on 09/28/24, Ms. ****** contacted Ambit to schedule a cancellation of service. A review of the call interaction confirmed that Ms. ****** voluntarily provided the mailing address ******************************************************** as her forwarding address for her final invoice and to receive any communications related to her inactive account.  As requested, the *** date of 09/30/24 was scheduled.   
  
  On 10/01/2024,final invoice 823J1J1 in the full amount $202.27 due 10/17 for the service period 09/06-09/30 was emailed to the customer. There is no record of a payment received by the respective due date. As a result, on 10/18/24, Ambit sent a final notification letter to the mailing address indicating that the outstanding balance amount of $202.27 was needed no later than 11/07/24 to avoid collection efforts.
  
  Upon receipt of Ms. ******* complaint, an Ambit representative spoke with Ms. ***** to inform her of the above information and extend the option to address her concerns regarding the Ultimate Perks rewards. As of 11/07/24, a customer support ticket was opened on ********************************************************************************** addressing Ms. ******* rewards, the email address *************** was included.  Ms. ****** should expect a follow-up email from Ambit Ultimate Perks directly as her rewards were granted. 
  
  Sincerely,
  Ambit Energy

• Initial Complaint

  Date:10/10/2024

  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.

  Complaint to: Better Business Bureau From: **** ******** Scuras Date: October 10, 2024 Subject: Fraudulent Assignment by Ambit Energy Loss Due to Unauthorized Charges Ambit Energy has fraudulently supplied my natural gas since May 2014 without my consent. I never signed or renewed any agreements. Over 10 years, Ive been charged $20 to $100 per month, totaling $16,320.Despite requests, Ambit failed to provide a valid contract, sending a corrupt PDF. I requested cancellation on September 24, 2024, but was told it could take two months. This delay is unacceptable given the long-standing fraud.Resolution sought: ***************** cancellation Full refund of $16,320 Investigation into fraudulent *****************: Name: **** ******** Scuras Address: ********************************************* Phone: ************ Email: ***************** Peoples Gas Account: **************** Ambit Energy Account: ********

  Business Response

  Date: 10/24/2024

  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 ********************** received an online enrollment request on 02/16/14 for Mr. **** ******. Most recently, on 02/03/18 the customer selected ********************************************** Select 12-month term natural gas plan. On 12/30/18, a renewal notice was sent to the customer advising that his fixed rate product was expiring in February 2019 and ways to complete a product renewal. Ambit Energy did not receive a product change request. Therefore, the account transitioned to the Illinois Select variable natural gas product as disclosed in the renewal notice
  Records showed that during account tenure, renewal notices were sent to the customer informing him of their current product expiring and ways to complete a product change. All renewal notices were sent to the customers mailing address as referenced above. In addition, account records showed that the customers online My ********************** Account (MAA) was accessed numerous times during account tenure and completed product changes.
  Records show that Mr. ****** contacted Ambit Energy on 09/24/24 regarding account status. The ********************** representative informed the customer of the enrollment details. In addition, a cancellation drop request was submitted per the customers request. The drop request has been accepted.
  In summary, a review of the account showed ********************** serviced Mr. ****** premise since 2014. Important documents such as renewal notices were sent to the customer during account tenure and ********************** has a record of various renewal requests completed online. The customer has been billed in accordance with the account product and usage reported.
  Sincerely,
  Ambit Energy

• Initial Complaint

  Date:09/18/2024

  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 used Ambit Energy as my energy provider when I lived at ***************************************** 3236 ******** Texas *****. On July 20th, 2024 I was moving to **************** where I currently reside so I went to the Ambit website to cancel my services. I receive paperless billing through my email so I clicked the link from my email to log into my account. When I logged into my account it said my services were set for disconnection. I thought It was strange that it was already canceled but figured my apartment complex canceled it for me. Fast forward to today and I received an email from Ambit with a bill for this month. When I logged into my account it said my services were still canceled so I called support. The two support representatives I talked to both were super rude and disrespectful saying that my account was still active and there was no history of my canceling my services. The account number they were providing to me was different than the one I was logged into so apparently I had two different accounts with the same email. Every time I tried to log into my account by using the link from my email it would log me into my account that said the services were canceled. Not the one that was still active. I was able to get them cancel my services but they were not able to provide me with a refund. I had been charged $144.67 for two months for an apartment I was not even living in. I still have not been able to log into the right account since they both share the same email. I am requesting a refund for the two months that I was not using the services. Thank you

  Business Response

  Date: 09/27/2024

  Dear BBB Staff,
  Thank you for notifying us of Mr. *** Carpenters 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. *** ********* had been enrolled for services with Ambit Energy since 07/01/21 under account number ********. ********************** received a drop cancellation request on 11/16/23 effective 11/20/23. Services cancelled with Ambit Energy as of 11/20/23.
  Records show that Mr. ********* contacted Ambit Energy on 02/19/24 regarding the account status. The ********************** representative informed the customer of the cancellation order received. The customer was assisted with completing an account enrollment once more with updated account number of ********. Services reinitiated with Ambit Energy as of 02/19/24. In addition, the customer enrolled in the automatic auto draft payment option.
  Mr. ********* contacted Ambit Energy on 09/18/24 regarding a cancellation of service request. The Ambit Energy representative assisted the customer with submitting a cancellation of service request effective 09/19/24. Please note, Ambit Energy does not have a record of a customer accessing his online account or contacting ********************** for a cancellation of service request prior to 09/18/24. The customer had been properly billed in accordance. Services are cancelled with Ambit Energy.
  Sincerely,
  Ambit Energy

• Initial Complaint

  Date:09/10/2024

  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 received my Electric bill for the period of August 2nd to September 3rd 2024 and the rate from Ambit Energy had doubled from the previous month from 8.65 cents per KWH to ***** cents per KWH. This doubled our families electric bill to $896.06 for one month. I called Ambit on 9-10-24 to discuss the doubling of the rate and they stated that I did not enroll in a new program with them in time. I stated I had no idea I was required to do this, and Ambit said they sent me a letter. I have had Ambit since 2019 for Power and have never enrolled in anything. I notified Ambit I did not receive any such letter in the mail, but they claim it was sent. We used 4222 KWH for this time period, and I would like the difference they are making me pay between 8.65 cents and ***** cents per KWH. This amount is $300.00. I have notified *************** to change my provider after this conversation with Ambit due to the fact that these business practices are poor. If you are planning to double someone's price I believe I should be notified, not notified with a bill after services are used. i will be paying the $671.30 on the due date of 9-26-24.

  Business Response

  Date: 09/18/2024

  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 the Mr. ***** ******* had services with Ambit Energy under the ****************** term product. Records show that on 06/13/24 and 06/28/24, renewal notices were sent to the customer informing him of the expiration of his current product and ways to complete a renewal of product. The customer also has the ability to view and download these notices through his online My Ambit Account (MAA). The customer failed to complete a product renewal, therefore, his account transitioned to the Keystone State Select variable product which does not have any guaranteed savings.
  Records show that Mr. ******* contacted Ambit Energy on 09/10/24 regarding his account status. The ********************** representative informed the customer of his product expiration and offered to assist the customer with a renewal of product to which the customer declined. ********************** received a drop cancellation request for services to be cancelled with Ambit Energy effective the same day.
  In summary, records show that the customer has been billed correctly in accordance with the usage reported and account product.
  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:   This is the same response I received on my initial phone call. I never received anything from Ambit in the mail stating I had to renew. If Ambit knew not responding would double my price, they should have made another attempt. Again, I never received anything from Ambit. That is why I am trying to recoup our money.

  Business Response

  Date: 09/23/2024

  In reference to the additional information received from Mr.***** ******** Ambit Energy sent renewal notices in 2 occasions. On 06/13/24 and 06/28/24 to the customers mailing address on file. These documents are also viewable in the customers online ********************** account. ********************** reiterates that notices were sent to the customer and the customer was billed in accordance with usage and account product.
  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   For the third time, I did not receive anything in the mail stating I had to re-enroll. In fact, I have never re-enrolled with Ambit since I regrettably signed up a few years ago. Additionally, I have never had an online account with ********************** nor did I think I needed one. My problem is I was never made aware of the need to re-enroll with Ambit and regardless of what Ambit claims, I never received anything in the mail and never had an online account. This business of doubling your price is poor, as with everyone else, I always have my phone and Im free to accept phone calls and emails! A good business would make an effort to contact someone! In my opinion this is deceptive, I feel Ambit was aware my price would double and they were willing to overcharge us until we noticed! This is an unfair business practice and I would like a refund.

• Initial Complaint

  Date:08/28/2024

  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.

  Ambit received a check from my checking account that was $1000.00. Ambit took $94.33 to pay my deceased mother last bill after 6 years. (account # ********* **************************** at P.O. Box ****** ********************* will not refund the remainder to me with my name on the check. I provided them several times my name and address and still no refund that I can deposit or return to my checking account. North Lane the third-party check company continue to send the refund in my mother's name after it has been verified, corrected and requested. With all the proof that the funds came from my account they are wanting a certificate of death and a POA (items I do not have) for them to refund my account my money.

  Business Response

  Date: 09/19/2024

  Customer s Complaint
  Mr. ******* ******** states Ambit was sent an auto-draft overpayment of $1000 from his checking account.  Mr. ******** states Ambit processed a final invoice payment of $94.33 for his mothers energy account.  Mr. ******** has requested that the refund check be in his name and is unable to produce power of attorney documents.   
  
  Issues and Resolutions:                                                         
  Dear BBB Staff,
  
  Thank you for notifying us of Mr. ********* concerns on behalf of Ms. ********* ********** Ambit Energy account.  ********************** 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 shows on 11/29/18, ************************* energy account balance of $94.33 was assigned to collections. Records show on 07/26/24, Ambit received a payment in the amount of $1,000, leaving a credit balance of -$905.67.   
  
  On 07/31/2024,Mr. ******** contacted Ambit regarding the payment applied.  Mr. ******** advised he did not authorize the recent payment made.  The service agent informed Mr. ******** that there is no record of stored payment method or autopay on the inactive account.  *********** was advised to allow up to 4-6 weeks for a refund to be processed.
  
  Records show on 08/07/24, Mr. ******** contacted Ambit regarding the overpayment along with a bank representative from First Command Bank.  The bank representative confirmed that the overpayment was an error on their part and is requesting a refund on his behalf.  Mr. ******** was advised that a refund in the amount of $905.67 has been submitted.  Mr. ******** disagreed with the amount and insisted on receiving a refund in the amount of $1,000.  Mr. ******** stated that the energy account belongs to his mother and is not his responsibility to pay the final invoice and advised that his mother is deceased.  *********** stated he would further escalate his concerns. 
  
  On 08/16/24, a refund was processed and issued under standard protocol in which the refund is addressed to the account holder and mailed to the updated mailing address of *******************************************************************************   
  08/19/24,Mr. ******** confirmed he received a prepaid card, however in his mothers name.  The agent asked if he had a final probate decree stating that he is the heir to receive any funds.  Mr. ******** advised he would not produce records since the funds were transferred from his financial institution in error.  Records show on 08/23/24, an Ambit representative contacted Mr. ******** to advise him that a request to void the prepaid card sent and a new refund check has been submitted under ******* ********. 
  
  The refund check was issued on 9/17/24 and sent via expedited shipping to his mailing address.
  
  Upon receipt of Mr. ********* complaint an Ambit Energy representative spoke with Mr. ******** and informed him of the above information.  If Mr. ******** faces any other issues in regard to this complaint, he may contact Callissia ****** at **************. 
  
  Sincerely,
  Ambit Energy

• Initial Complaint

  Date:07/23/2024

  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.

  This company is fraudulently reporting on my credit this is a Texas based energy company that I have never heard of since I live in ******* for the last six months they have been reporting on my credit for an account that is not mine. They have done little to try to resolve the issue instead just telling me to contact the credit bureau.

  Business Response

  Date: 07/31/2024

  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.
  Ambit Energy has made numerous attempts to contact ****************** via phone and email using the contact information provided in the complaint; however, there has not been a response from ******************. Ambit Energy needs additional information to further assist ****************** such as account balance amount, service address referenced in the collection claims, and any additional information that will assist with locating the account in question. Should ****************** contact us and provide further information, we will be glad to assist her with her concerns and will continue with further research.
  Sincerely,
  Ambit Energy

  Customer Answer

  Date: 07/31/2024

  I am rejecting this response because:   This was done fraudulently on my credit. They called me to obtain an account number that I do not have because I have never used this company for any type of utilities I currently live in ******* and have for the last 41 years this is not a company used here. They continued to request additional personal information to validate an account that I do not have and no longer felt comfortable speaking with their representative because again this was done FRAUDULENTLY

  Business Response

  Date: 08/08/2024

  
  In reference to the additional concerns received from *****************, a further extensive search was completed, and an account was located that showed to pertain to ***************************** with an outstanding balance in the amount of $27.46 that was reported to a collection agency due to nonpayment. A dispute review was conducted and validated, therefore, an adjustment is being placed on the account for the outstanding balance due and request for the account to be deleted from the credit reporting agency will be submitted that can take ***** days.
   Sincerely,
  Ambit Energy

• Initial Complaint

  Date:07/17/2024

  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.

  Services was turned off before bill was due. When you log in to website and app it says one thing but if they send you a bill it says something completely different. Agents do not listen to customer and process whatever they want. ******** service agent are very rude. Ready to get a lawyer involved for breach of contract.

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  Via BBB Online Complaint Portal
  
  Re:  *************************;   #********
  
  This letter is in response to the complaint filed by Ms. *************************** on July 17, 2024, regarding Ambit Energy.  ***************** alleges she was disconnected before her bills due date.  Additionally, ****************** states that the Ambit agents do not listen to the customer and feel that the service agents are rude and threaten to obtain an attorney for breach of contract.
  
  A review of the account shows that Ms. *************************** has been enrolled for electric service with Ambit since March 27, 2024, under Ambit Energy Budget Relief 12-month fixed energy rate of ****** per kwh.
  
  06/12/24: Invoice 667H8F1 in the full amount of $553.62 was sent to the customer due 06/28/24.  This invoice includes a past due balance of $184.84. 
  
  On 06/14/24, Ambit received a credit card payment in the amount of $133.12, bringing the account balance to $420.50.
  
  A disconnect notice was sent to ****************** on 07/01/24,indicating the outstanding balance of $420.50 due no later than 07/16/24 to avoid interruption of service.  A copy of the disconnect notice was also available on her My Ambit Account (MAA) online account.
  
  07/12/24: Invoice 710F1K8 in the full amount of $897.60 was sent to the customer due 07/29/24.  This invoice includes a past-due balance of $420.50 as well as a $51.72 budget discount applied.
  
  As of 07/17/24, a disconnect order was processed de-energizing the service location due to non-payment. Records show ****************** contacted Ambit regarding the reason for her disconnection.  ****************** was informed of the past due balance $420.50, current bill charges of $477.10 due 07/29, and the disconnect notice that was mailed 07/01. ****************** escalated to a supervisor who informed her of the account status and balance details to which ****************** again requested to escalate her concerns.  *** supervisor submitted a callback request to Ambit Office of the President (**).  After ****************** ended her call with the supervisor,she contacted Ambit service department the same day to discuss her options to secure her services.  *** service agent advised ****************** of her balance details and ****************** agreed to a courtesy payment extension for the amount of $368.78 extended to 07/29.
  
  Additionally, an ** Manager contacted ****************** directly on 07/17 to discuss her concerns. *** ** manager confirmed the energy account was placed under protection until 07/29 and confirmed that reconnection request was already sent.  In addition, the ** manager also waived the disconnect and reconnect fees as a courtesy.
  
  On 07/26/24, Ambit received a credit card payment in the amount of $368.78, bringing the account balance to $528.82. If Ms.******** wishes to discuss her concerns 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,
  **********************
  Customer ******** Services