Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/11/2025
Type:Billing IssuesStatus: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 cant seem to get any resolution and its now effecting my mental health I'm a disabled single mom from ***** and I recently moved and had my power turned on through Pogo which is a prepaid company after a week my lights started getting brighter then dimmer like power surge went outside a Centerpoint technician was working on my meter well that next day I got a text from my electric company I'm being charged 500$ in tampering fees so I called pogo and they said Centerpoint reported it and put a switch hold on my account so I called Centerpoint they said there's no confirmation of that a few days later Centerpoint came out and had to replace my meter so I asked him if he could please look around and see if he sees any signs of tampering and he looked high and low and said no ma'am there's no sign from what I can see and this lock is still locked on your box he gave me his name employee number and truck number and told me he's documenting it in the notes on the computer in work order there's no tampering on your meter so I call pogo bk and they tell me to call Centerpoint its still showing up in the computer and Centerpoint tells me to call pogo bk I'm disabled and this has been going on since before the 4th of July day in and day out being on the phone with these ppl and no resolution to the problem everytime I make a payment 50% goes towards this 500 $ tampering charge and its now drained me financially and mentally being on a fixed income.Please someone tell me what to do .Thank youBusiness Response
Date: 07/17/2025
Please see attached response from Pogo Energy for BBB Case #********.
Sincerely,
Pogo Energy
Initial Complaint
Date:04/16/2025
Type:Billing IssuesStatus: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.
Their system has messed up way of taking more money than the required deposit. The first time this happened, which was last week, I had to dispute a charge of 60 nervous because I imputed 10 and changed my payment method. And after I changed it, the system reset me to a default payment of 60. This time it was twenty dollars. I don't have alot of money. And when they do things like this I feel like they are purposely taking it from me. I honestly feel scared to even spend more money w them. When I get enough money I'm leaving that company. I can't wait to do so. This feels like theft at this pointBusiness Response
Date: 04/29/2025
Please see Pogo's response attached.Customer Answer
Date: 04/30/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:04/10/2025
Type:Product IssuesStatus: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 Against: Pogo Energy Nature of Complaint: Fraudulent Billing **************** of Transparency I began service with Pogo Energy on February 18, 2025. I immediately noticed my payments were not aligning with my usage. From February 18 to March 6, 2025, ***** (the utility provider) only charged $53.38 yet Pogo charged me $170.From March 6 to April 7, 2025, Oncors charges were $104.14 for my usage of ***** kWh yet Pogo charged me $447.53.Pogo has never sent me a bill, breakdown, or proof of the rates they claim Im paying. Attempts to get in contact with customer service are met with delays, dismissals, or generic responses without resolution.Ive asked for supervisors, billing statements, a technician review all to no avail.This experience has been stressful, costly, and feels deceptive.I am requesting:A full breakdown of charges A refund or adjustment Accountability for these business practices Sincerely,Thaijhonna ****** ************Business Response
Date: 04/25/2025
Please see Pogo's response attached.Initial Complaint
Date:01/17/2025
Type:Customer Service IssuesStatus: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 received several texts from POGO Energy informing about an account with them. I have never created an account with this company. I tried to contact this company, but I could not get a hold of a live representative. I believe someone is trying to impersonate me. I live in the city of ******* were we can only obtain electricity from Garland ***** and Light. Please help me resolve this issue.Business Response
Date: 01/23/2025
Thank you for the opportunity to address the complaint raised on 1/17/2025 regarding the complainant receiving text messages from Pogo Energy on an account she never created.
Regarding not being able to reach a live representative, our records reflect the complainant contacted Pogo Energy twice prior to contacting the BBB. Once via phone and once by chat. On both interactions the customer was assisted and advised the person who enrolled with **** was contacted via email to provide legitimate contact information.
The Pogo Energy account was closed shortly thereafter with a $0 balance.
As a result of receiving the BBB complaint, Pogo Energy contacted the complainant and advised her that the Pogo Energy account that was established under her name and phone number is no longer active with Pogo Energy.
The customers desired resolution to be contacted by Pogo Energy has been satisfied.
Customer Answer
Date: 01/24/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:09/18/2024
Type:Product IssuesStatus: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 work for the *************************************** in the *********************** One of our members noticed many charges on her card, ALL fraudulent that were different Energy Companies in **. We are in ********* **. I am trying to assist our elderly member in getting her money back. We called them and they were not able to give any information. They said they could not trace transactions by the debit card, only by name or address. Our member is NOT in ** and does not need/nor use any energy companies in **. Even speaking with a supervisor, they said there was nothing they could do to help. I find this very unacceptable and am asking for help.Business Response
Date: 09/30/2024
Thank you for the opportunity to address the complaint raised on 9/19/24 by a third-party regarding fraudulent card charges on a member of the ****************************************
The complainant states she is attempting to assist an elderly ************ member with fraudulent card charges from different energy companies and when she contacted ****, we were not able to trace specific transactions by the debit card only. Pogo Energy empathizes with the affected member however the information the complainant received is correct. The best course of action for the affected member is to contact law enforcement to report the fraudulent charges and/or go through the fraud department of the financial institution where the card is maintained. Financial institutions have protocols in place to address fraudulent activity.
On 9/24, a Pogo Manager reached out to the complainant, but she could not be reached therefore a voice message was left reiterating the recommended course of action in the above paragraph.
In summary, the complainants desired resolution for a refund in the amount of $1,390 is not currently warranted. We hope after taking the recommended course of action the affected member is made whole, and the issue is resolved.
Sincerely,
Pogo EnergyInitial Complaint
Date:06/23/2024
Type:Customer Service IssuesStatus: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.
Pogo Energy has been ripping off customers such as myself for far too long. In the past few months they have consistently overcharged my account and cutoff my services like it's a sport.During the entire month of June, I have been charged between $7.12 and $7.88 per day for electricity services in an apartment when it's impossible for my usage to have been anywhere near that. When asking reps to look at my account, they just give a generic message that they can't control Texas weather and I have to pay the money.Pogo should be held to a conscientous standard when dealing with prepaid customers, especially when you have the power to DISCONNECT SOMEONE'S ELECTRICITY at a whim in the Texas heat. Ripping people off is not a sport and bankruptcy may not always protect companies who treat people like this. There are other services to choose from, that's why you hold people's account for days to keep them from switiching because your company behaviour is unscrupulous.Business Response
Date: 06/24/2024
Pogo Energy wishes to address the consumers complaint however we will need more information to investigate. The customer's name and address is necessary to identify and locate the customer's account if we are to address the customers billing concerns. However, the complaint lists the customers name as Anonymous and only provides a zip code. To satisfy the "Desired Settlement" of explaining the charges we will need to contact the customer therefore a phone number or email is required. The phone number provided in the complaint is not a working number and the email does not appear legit. Can you please provide the consumer name, physical address, phone number and email address to properly identify and address this complaint?
Sincerely,
Pogo EnergyBusiness Response
Date: 06/26/2024
Pogo Energy wishes to address the consumers complaint however the complaint name provided was "Anonymous" and the phone number provided is not a working number. In addition, the email does not appear legit therefore we are not able to locate the customer's account to investigate and provide a response. Please provide the consumer's name, service address and phone number to properly identify the customer account to address this complaint.
Sincerely,
Pogo Energy LLC
Initial Complaint
Date:06/19/2024
Type:Customer Service IssuesStatus: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 WANNA START BY SAYING I ALREADY KNOW IM WRONG FOR USING PREPAID ENERGY. POGO IS NOT ONLY THE WORST ELECTRICITY COMPANY, BUT ONE OF THE TOP 3 WORST BUSINESSES IVE EVER SPENT MONEY WITH. THEY WILL CUT YOUR ELECTRICITY OFF ON HOLIDAYS AND DONT EVEN RECOGNIZE JUNETEENTH AS A HOLIDAY. YOULL START OF WITH LOW PAYMENTS AND THEN OUT OF NO WHERE ITLL GO UP TO 20 F****** DOLLARS A DAY. EVEN IF YOURE DESPERATE DO NOT USE THESE PEOPLE. I SWEAR YOULL REGRET IT.Business Response
Date: 06/26/2024
Please see ****'s response attached.
Sincerely,
Pogo Energy
Initial Complaint
Date:04/23/2024
Type:Customer Service IssuesStatus: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.
Pricing through texts said 40 dollars, I paid 40, now they said 60. So I paid 10 more and used their Deferred Payment Plan system to borrow 10 and it says my account is 60. I asked and they said the *** doesn't count because they reimburse me, but I REIMBURSE THEM not the other way around because I'm the borrower and I have to pay back. Therefore they are imbursing and I am reimbursing them. I just wanted my electricity started but it's always trouble with pogo and this has probably affected others.Business Response
Date: 05/02/2024
See attached response for Pogo Energy.Initial Complaint
Date:02/12/2024
Type:Customer Service IssuesStatus: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.
On 2/11 I recharged my account with Pogo for ***** dollars plus the 2-dollar bank fee for the use of the debit card; according to their system the charge was declined, I immediately went to my bank account and checked the balance to find the MC Preauth hold on my account for the funds and an available balance even though the Pogo system had declined the transaction.On today02/12, I chatted with 3 or 4 different agents who said the same thing each one not reading any notes previously put into their system. I spoke with the supervisor at my bank and they emailed me the correct actions for handling the MC Preauth in a pending state to get the charge reversed. I attempted to chat with a different person, but each time I got a different person and no one reads the notes or there were no notes in their system of the chats. This person stated like the others she would have a supervisor to call me back and found no escalation within their system of anything. Finally at 4:55 when I called again after returning home the persons on the telephone texted me a message that I needed to call my bank, NO ONE EVER read the notes regarding what I needed to be done, and maybe a supervisor would call me at some point in time.This is ridiculously to simple to have a 12 dollar charge reversed and no one will follow suit or speak with you regarding the account even. They should know how to handle Mastercard disputes if they collect the information and charge the cards. I want then to contact my bank that issued the card and reverse those charges if in fact the charge was declined I should not have to wait 5 days.Customer Answer
Date: 02/13/2024
The above conversation happened today 02/13/24 evidently they are having trouble with their system and do not wish to say, today I used a credit card with a different expiration date and since the card was saved to their system I only had to add the security code.
These people will not address a problem and she even brought up yesterdays conversation and dilemmas with a different card. The information from the attempted charge was added to this communique.
Thank you
*******************************
Customer Answer
Date: 02/13/2024
Thank you BBB for your quick response to my complaint.
The company (POGO Energy) did call me back today with a reasonable resolution and and explanation ******* stated she would have to escalate to a different person after the incident today.
Respectfully
*******************************
Initial Complaint
Date:10/09/2023
Type:Billing IssuesStatus: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.
On September 26 2023 I chatted with a pogo energy agent about moving and I told them to turn off my electricity October 1st 2023. They confirmed via chat that everything is good and that my electricity will be off and transferred to my new apartment . Not only has pogo energy been charging me this entire time unauthorized for both apartments but they have confirmed that I indeed did request that and its no immediate action to credit me. I have not been sent a email confirming they will be investigating. They will keep charging me until further notice until then illegally for two apartments.Business Response
Date: 10/13/2023
Please see ****'s response attached.Customer Answer
Date: 10/13/2023
I have reviewed the business response and accept this resolution.
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