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Complaint Details
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Initial Complaint
04/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My Electric **** is sky high and I have been trying to Cancel to no avail They said they would cancel at two different times but never did Rip offBusiness response
05/03/2022
********* Response to BBB Case # ********
At *** Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** Home received **************** complaint on April 29, 2022, regarding the cancelation of her electricity and natural gas supply accounts with *** Home.
History
************** has been a customer of *** Home since October of 2021.
************** enrolled her electricity and natural gas supply accounts with *** Home. As part of the enrollments, ************* attested that she was authorized to make changes on the account and was presented with and accepted the Disclosure statement for the account, which contained all required disclosures, including that both the electricity and natural gas supply plans were for a three-month introductory price variable plan, which continued at monthly variable pricing after the introductory period. The Disclosure Statement also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On October 10, 2021, ************* was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the *** Home supply plans, including the price terms and the right to rescind the enrollment.
On February 14, 2022, *** Home received an inbound cancelation request from **************** local utility for her electricity account. The request was processed immediately, and the electric account ended service with *** Home on March 28, 2022, determined by the utility.
Resolution
Upon receiving this complaint, *** Home requested a cancelation of the natural gas account and the account ended service with *** Home on April 28, 2022,determined by the local utility company. We reached out to ************** regarding this BBB Case on May 2, 2022 and explained that the utility determines the service end date for supply accounts and we confirmed both accounts are now canceled. ************* stated this resolves her concerns. We consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Initial Complaint
04/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My electric **** has skyrocketed. We went from paying $80-$100 a month to nearly $300. We called our electric company and they said a third party supplier contacted them and said we started a contract with them, NRG, when we did not. We did not sign up or agree to anything with them. We have been on the phone for hours already and no one from NRG will answer. We cannot get in touch with NRG to find out how they got added or to cancel their services.Business response
04/06/2022
********* Response to BBB Case # ********
At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
NRG Home received ******************* complaint on April 4, 2022, disputing the enrollment of his electricity supply account with NRG Home.
History
****************** has been a customer of NRG Home since June of 2020.
****************** electricity supply account was enrolled into the Standard Offer Program (***) with NRG Home by his local utility, Penelec, on May 28, 2020. NRG Home is obligated to process *** referrals from the utility and enroll referred customers. NRG Home cannot speak to how the program was described/explained by the utility to ******************.Following the enrollment, on May 29, 2020, ****************** was emailed a copy of our Disclosure Statement detailing the full terms, including his right to rescind the agreement. ****************** did not exercise this right and began service with NRG Home on June 6, 2020 as determined by Penelec.
NRG Home has mailed notice that the *** pricing was ending as well as Price Change Notifications to ****************** informing him when his pricing was changing on the account.
Resolution
Upon receiving this complaint, NRG Home investigated ****************** concerns and spoke with ****************** regarding this BBB Case on April 4, 2022. We explained the *** program, and that the enrollment came from his local utility. ****************** requested the account canceled. We requested the account canceled and gave ****************** the time frame to be back with his local utility and offered ****************** a courtesy credit to amicably resolve his concerns. ****************** accepted the resolution credit and stated the concerns were resolved. The account will end service with NRG Home May 3, 2022, as determined by the local utility. We consider this matter closed.
For any additional questions about this concern, please contact me at the number below.Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Initial Complaint
03/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had canceled my NRG to revert back to PECO directly in October 2021. Of course they only canceled my electric, which I finally figured out around January 2022, because my **** for 1 BR apt was over $200!! Their policy is, after certain amount of months without contacting them they will drastically ramp up the charges per kilowatts hours big time!! If you do not contact them, but I had thought they cancel my contract because i got that cancellation # so they got me there!I called them and they told me I still had gas through them, so I said thats ok please revert me back to PECO. Next ******************* $200! I called again and got a guy named **** employee #******** Conf# ******. He even reimbursed me lousy $40 which i got check for.I just got another **** yesterday over $200 again!!I just got off the phone with someone from NRG to inquire and gave him my address to which he knows nothing about the cancellation!! Or canceled conf#??Im just confused and in the grip of these money hungry billon dollar companies I guess? Completely lost as what to do, nobody seems to know anything.I actually am nice guy who was lured into NRG when I visited Best Buy, a representative of NRG was there and I thought Id give it a try, boy did i mske a mistake, now Im literally paying for it!Please help.Sincerely,************************* ************Business response
03/08/2022
********* Response to BBB Case # ********
At *** Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** Home received Mr. ********* complaint on March 4,2022 regarding the cancelation of his natural gas supply account with *** Home.
History
******************** has been a customer of *** Home since November of 2019.
******************** enrolled his electricity and natural gas supply accounts with *** Home. As part of the enrollments, ******************* attested that he was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statements for the accounts,which contained all required disclosures, including that the plan was for a 3-month variable plans, which continued at monthly variable pricing after the introductory period until cancelled. The Disclosure Statement also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On November 8, 2019, ******************* was emailed the Terms of Service for the account, which further served to reiterate all the terms of the *** Home supply plan, including the price terms and the right to rescind the enrollment.
On October 6, 2021, ******************** called *** Home to cancel his accounts. The request for the electricity account was processed immediately, and the electricity account ended service with *** Home October 12, 2021, as determined by the local utility. Unfortunately, due to human error, the natural gas account was not canceled and stayed active with *** Home.
On February 16, 2022, ******************** called *** home to request the natural gas account canceled cancelled again, as he had noticed we were still on his ****. We apologized and requested the natural gas account canceled, and the natural gas account will end service with *** Home March 11, 2022, determined by the local utility. We also issued ******************** a credit in the form of a check for the inconvenience.
Resolution
Upon receiving this complaint, *** Home investigated Mr. ********* concerns, and spoke with ******************** regarding this BBB Case on March 7, 2022. We reviewed the cancelation requests, confirmed the natural gas service end date and apologized for the inconvenience. We issued ******************** a credit for a price adjustment on the account to resolve his concerns back to October of 2021 when he initially requested cancel of the accounts. ******************** stated his concerns were resolved. We consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Customer response
03/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************************Initial Complaint
03/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Our last 3 electricity/gas bills have increased drastically, and our most recent **** is more than double what we paid a year ago. I called NRG and they could not provide documentation supporting our authorization to switch from PECO to NRG and they would not directly answer questions about the outrageous increase in rates. All they wanted to do was sign me up for 24 more months of service.Business response
03/07/2022
********* Response to BBB Case # ********
At *** Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** Home received Ms. ***** complaint on March 1,2022 regarding the billing of her electricity and natural gas supply accounts with *** Home.
History
************ has been a customer of *** Home since February of 2021.
************ enrolled the electricity and natural gas supply accounts with *** Home. As part of the enrollments, ************ attested that he was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statement for the accounts, which contained all required disclosures, including that the plans were for variable price supply with a 3-month introductory price, which continued at monthly variable pricing after the introductory period until cancelled. The Disclosure Statement also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On January 27, 2021, ************ was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the *** Home supply plan, including the price terms and the right to rescind the enrollment.
On March 1, 2022, ************ called *** Home to discuss the pricing of the account. We reviewed the account pricing and offered lower pricing options. ************ declined our offers and requested the accounts canceled. The requests were processed immediately, and the electric account will end service March 7, 2022 and the natural gas account will end service with *** Home March 18, 2022, as determined by the local utility.
Resolution
Upon receiving this complaint, *** Home investigated Ms. ***** concerns, and spoke with ************ regarding this BBB Case on March 3, 2022. We reviewed the enrollment and pricing on the account and offered to send a credit for a price adjustment to resolve her concerns. ************ accepted our offer and stated she will respond via email and we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Customer response
03/07/2022
Complaint: 16819138
I am rejecting this response because:The only reason I am rejecting this is that I was told I would receive an email from NRG confirming our agreement that they will send me a check for $499 and that the rates until cancellation will be in line with the rates they are offering contracted customers. I never received any email, so am now doubtful that NRG will be following through on the deal. Can NRG please send me the email, as promised? My email is ****************************.
Regards,
***********************Business response
03/08/2022
We apologize for the delay in you receiving the Resolution Agreement Email. We assure you we intend to uphold our offer of a courtesy credit. The Resolution Agreement Email should be received in ***** hours and a check will be processed upon receipt of your confirmation of accepted of the offer. Thank you.
Customer response
03/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
02/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My account is *************** My name is ***************************** ***** My address is ***************************************** I have a complaint with the better business bureau. I called your company and ask why I was canceled. I was told I sent an email and canceled. The only emails I have sent has been complaining about the billing at spruce. I want to see this email . Either someone at your company has some reading comprehension issues or a 3rd party has hacked my account. I want my contract reinstated at the same rate I would also like to know how I can buy the panels. If I have been hacked I need to report it to the ***************** . Sent fromBusiness response
03/01/2022
Good afternoon-
Unfortunately the servicing for this property has been acquired by Spruce Financial/ Energy Service Experts. They can be reached below:
Spruce email: ***********************
Spruce phone number: ************
If you have any additional questions, please let us know.Customer response
03/14/2022
Complaint: 16809475
I am rejecting this response because: The issue is still being resolved and is not closed
Regards,
*****************************Business response
03/29/2022
Good morning,
We have spoken with ************** many times since receiving this BBB complaint. She is a ** electricity supply customer and prior to receiving the complaint ************** sent an email complaint about the exceptionally high electric price she was paying and referenced her fixed price contract number. Unfortunately, a customer support agent that handled the email cancelled her account based on the email complaint without first speaking with **************. The cancellation is the root of her complaint.
The resolution she wants is to have the account reinstated, however due to the current regulatory situation in ** we no longer offer fixed price contracts in ** and as a result that resolution is not an option. As an alternative resolution we offered to credit ************** for the 6 months remaining on the contract when it was cancelled. We asked ************** to provide the default rate she would be paying the utility and she provided the rate of $0.10 /kWh. This rate was the basis of our credit calculation and we offered her a credit of $304.28, which ************** initially accepted. Shortly after accepting the offer and us processing the check, ************** notified us via email she no longer accepted our offer and wanted more money because she believed the utility rate would be as high as $0.18 /kWh. We responded by explaining that there were current fixed price contracts available through other suppliers in ** that she could enroll in that were substantially below $0.18/kWh, including multiple plans below the $0.10 /kWh (as low as $0.0749) that was used to calculate her credit. ************** was unhappy and threaten to file a third BBB complaint and contact her senator.
While we are apologetic for the cancellation of her contract and disappointed that ************** no longer accepts the resolution she initially agreed to, we do not believe there is anything further resolution we can provide ************** that will achieve the outcome she is seeking, which is to re-instate her contract. Hopefully you will understand that we have made every effort in good faith to resolve Ms. ****** concerns.
Thank you for your consideration and understanding in this matter.
Thank you,
*******
Customer Support Supervisor Escalated Issues
Customer response
03/29/2022
Complaint: 16809475
I am rejecting this response because:
I never agreed to any resolution apparently this company believes they can predict my electricity **** by last years weather . The last 2 days have been in the teens .They have no idea nor do I what the increase of my **** will be . In addition NRG sold the lease of the panels on my home to a company that is not an electric supplier the audacity is mind blowing. I pay 76 dollars a month for a parasitic entity on my roof that I receive absolutely no benefits from . I have never received a check for surplus power in my eight years of owning my panels. I saw there was a successful law suit for NRG for over promising benefits of panel insulation. The original agreement was NRG would supply my electricity and I would pay them for the panels. There is an Irish saying they got cheek.
Regards,
*****************************Initial Complaint
02/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On the date of 11/30/21 I was approached in local ******* to sign up for nrg energy and was promised a lower rate then what aes was currently giving me. Ever since I signed up my **** has tripled. I am in the process of switching back but I am out of almost 300. I have called nrg to ask about I termination fee but I want a refund on the 3 months my contract lasted for.Business response
03/07/2022
********* Response to BBB Case # ********
At *** Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
*** Home received Ms. ******* complaint on March 1,2022 regarding the billing of her electricity account with *** Home.
History
**************** has been a customer of *** Home since December of 2021.
**************** enrolled this electricity supply account with *** Home. As part of the enrollments, **************** attested that she was authorized to make changes on the account and was presented with and accepted the Disclosure Statement for the account, which contained all required disclosures,including that the plans were for variable price supply with a 3-month introductory price, which continued at monthly variable pricing after the introductory period until cancelled. The Disclosure Statement also expressly stated that *** Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On November 30, 2021, *************** was emailed the Terms of Service for the account, which further served to reiterate all the terms of the *** Home supply plan, including the price terms and the right to rescind the enrollment.
On February 28, 2022, **************** called *** Home to discuss the pricing of the account and enrollment. We reviewed the account pricing and offered lower pricing options. **************** declined our offers and stated she would cancel the account with her utility.
On March 2, 2022, *** Home received a cancelation request from Ms. ******* local utility. The request was processed immediately, and the account will end service with *** Home March 18, 2022, chosen by the local utility.
Resolution
Upon receiving this complaint, *** Home investigated Ms. ******* concerns, and spoke with **************** regarding this BBB Case on March 2, 2022. We reviewed the enrollment and informed her during our investigation we deemed the enrollment invalid and offered to send a price adjustment credit to resolve her concerns. *************** accepted our offer, and we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Initial Complaint
02/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been asking NRG to please cancel my service with them for over a year because the rates are to high. Every time i call them they said they are going to start the process and can take ***** days to cancel. This process has been going on for about a year and we keep going in circles. I am now a hostage with this company and cannot be released. I have never seen a company do this kind of behavior to customers and charge them more for service and expect them to stay.Business response
02/10/2022
********* Response to BBB Case # ********
At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
NRG Home received Mr. ******* complaint on February 7, 2022 regarding the cancelation of his natural gas account with NRG Home.
History
**************** has been a customer of NRG Home since December 2019.
**************** enrolled his electricity and natural gas supply accounts with NRG Home. As part of the enrollments, *************** attested that he was authorized to make changes on the accounts and was presented with and accepted the Terms of Service for the accounts, which contained all required disclosures, including that the plans were for variable price supply with a 3-month introductory price, which continued as monthly variable pricing after the introductory period until cancelled. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On November 19,2019, **************** was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the ******************** and natural gas supply plans, including the price terms and the right to rescind the enrollments.
On July 2, 2021, **************** called NRG Home to discuss the pricing of the accounts. **************** accepted new pricing and accepted a courtesy credit in the form of a check. On August 5, 2021 **************** called NRG Home and requested the cancelation of his account. The request for the electricity account was processed immediately and the account ended service with NRG Home July 27,2021. Unfortunately, due to agent error, the cancelation request was not processed on Mr. ******* natural gas account and it stayed on flow with NRG Home.
Resolution
Upon receiving this complaint, NRG Home requested the cancelation of Mr. ******* natural gas account and the account will end service with NRG Home February 25,2022, as determined by the local utility. NRG Home investigated Mr. ******* concerns and spoke with him regarding this BBB Case on February 7, 2022. We explained the above error and processed a rebate on Mr. ******* natural gas account to his utilitys price to compare from July 2021 to present and sent the difference in the form of a check to resolve this complaint. NRG Home will also process a price adjustment of the last billing cycle with NRG Home on March 4,2022. **************** accepted our resolution, and we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Initial Complaint
01/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had signed up at local **** club for nrg energy as my supplier for my gas and light **** and extension of there service and I was to update my services with NRG on or before 3/15/22. To find out after calling my gas and light companies that NRG was billing double the price.Business response
02/04/2022
********* Response to BBB Case # ********
At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
NRG Home received Ms. ****** complaint on January 27, 2022 regarding the billing of her electricity account with NRG Home.
History
************** has been a customer of NRG Home since August 2020.
************** enrolled her electricity and natural gas accounts with NRG Home. As part of the enrollments, ************** attested that she was authorized to make changes on the accounts and was presented with and accepted the Terms of Service for the accounts, which contained all required disclosures, including that the plans were for variable price supply with a 3-month introductory price, which continued as monthly variable pricing after the introductory period until cancelled. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On July 31, 2020, ************* was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the ******************** and natural gas supply plans, including the price terms and the right to rescind the enrollments.
On April 13, 2021, NRG Home received an inbound cancelation request from Ms. ****** natural gas utility and the natural gas account ended service on April 22, 2021, determined by the utility.
On January 18, 2022, ************** called NRG Home to speak about the pricing of her account. No changes were made to the account that day. On January 19, 2022, NRG Home received an inbound cancelation request from Ms. ****** electric utility, and the electric account ended service January 21, 2022, determined by the local utility.
Resolution
Upon receiving this complaint, NRG Home investigated Ms. ****** concerns and spoke to ************** regarding this BBB Case on January 27, 2022. We discussed the accounts pricing and reviewed the terms of service and offered ************** a courtesy credit to resolve he concerns. ************** accepted our resolution, and we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Initial Complaint
01/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
NRG- promised an introductory rate for 12 months of 5.1 cents per kwh. This last **** was significantly higher with the same usage. Upon calling they said it was actually only a 3 month rate, and changed after the 3 month period, and now my rate would be **** cents per kwh. Almost doubling the rate and causing a huge price hike. The agent that was inside ******* where i signed up, used deceptive information to get me to sign up, by saying the term was longer at a cheaper rate. My utility **** was prior to signing up around $150-$185 a month. The past **** for December had my **** at $249.56. I live alone and always use around the same amount of electric and gas. There is absolutely no way I should be paying nearly $250 for gas and electric. I am concerned that these deceptive tactics are being used to defraud customers into signing up, and therefore price gouging without notice of a price change, by deceptively saying the term is longer than it really is.Business response
02/01/2022
********* Response to BBB Case # ********
At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
NRG Home received Mr. ****** complaint on January 25, 2022 regarding the billing of his electricity account with NRG Home.
History
************** has been a customer of NRG Home since May 2021.
************** enrolled his electricity and natural gas account with NRG Home. As part of the enrollments, ************** attested that he was authorized to make changes on the accounts and was presented with and accepted the Terms of Service for the accounts, which contained all required disclosures, including that the plans were for variable price supply plans with a 3-month introductory price, which continued as monthly variable pricing until cancelled. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On March 28, 2021, ************* was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the ******************** and natural gas supply plans, including the price terms and the right to rescind the enrollments.
On January 24, 2022, ************** called NRG Home to cancel his accounts and to speak about his pricing of the accounts. We explained the plans he signed up for were 3-month variable plans and the Terms of Service and Welcome letter he was sent confirmed that. ************** was told his complaint be reported to the appropriate department. We requested the cancelation of his accounts immediately and the electric account will end service February 8, 2022 and the natural gas account will end February 9, 2022,determined by the local utility.
Resolution
Upon receiving this complaint, NRG Home investigated Mr. ****** concerns and reached out to ************** regarding this BBB Case on January 25, 2022, January 26, 2022,and January 27, 2022. Unfortunately, we did not reach him and left voicemails for him to contact us about this matter. If ************** returns our calls, we will work further to resolve his concerns. Until then, we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************Customer response
02/05/2022
Complaint: 16669831
I am rejecting this response because: *********** has not tried to contact me either by phone or by email. *********** is still required by law to notify of any price increase, as I the customer have a right to withdraw consent due to the fact that the pricing increased dramatically. I compared my last 2 bills. Nov 5 - Dec 8 and Dec 8 - Jan 11.Nov 5 -Dec 8
Electric usage ***** kwh @ $0.065 =$88.60
Gas Usage 41 ccf @ $0.0259 = $10.62
Dec 8 - Jan 11
Electric Usage **** kwh @$0.084 =$114.07
Gas usage 42ccf @$0.0259=$10.88
There is a small difference in usage in electric 5 kwh causing for a difference of $25.47 which is a big difference with no notice of rate change. By consumer regulation all customers are to be notified before any price increase can take place. I was not notified and did not consent to a *****% increase. I can submit both utility bills for proof as well. I am also requesting that the company refund me $25.47 for the difference.
Regards,
***********************Business response
02/09/2022
Hi
We attempted to contact ************** 3 times, 1/25/22-- the voicemail box was full and we could not leave a message. 1/26/22 when we reached out, we got a gentlemen on the phone, but once we announced were from NRG, the call was disconnected. On 1/27/22 we called again and the voicemail box was full. On the 27th we also sent a "contact us " email to the email on the complaint. If ************** would like to further discuss this complaint, he can reach us @ *****************:30-5:00 ET.
Customer response
02/16/2022
Complaint: 16669831
I am rejecting this response because: even after i requested cancellation i was contentiously charged the following monthly. They may reach out to me via email only .
Regards,
***********************Business response
02/16/2022
**************,
Service end dates are determined by the utility and are not controlled by suppliers. If you have complaints or concerns regarding the process for determining service end dates, please contact your local utility.
Initial Complaint
12/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up on september 28,2021 at a local ******** I was told it was a 3 month contract set at $0.05 per kwh and I could cancel at any time without any cancellation fees. I cancelled on November 30th. I spoke with a customer service representative who said it should be cancelled within the next billing cycle. With NRG and the two months of using them I have never paid over $70 per month. When I cancelled on the 30th somehow I magically now owe $128 for the month of december. I used the same amount of electricity as I did in september which was $67. NRG charged me $59 on top of $69 for my regular delivery charges. This company is a JOKE!!!!Business response
12/15/2021
********* Response to BBB Case # ********
At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
NRG Home received Ms. ********* complaint on December 13, 2021 regarding the billing of her electricity account with NRG Home.
History
******************** has been a customer of NRG Home since November 2021.
******************** enrolled her electricity account with NRG Home. As part of the enrollment, ******************** attested that she was authorized to make changes on the account and was presented with and accepted the Terms of Service for the account, which contained all required disclosures,including that the plan was for a 3-month Introductory supply price plan, which continued on a monthly variable pricing plan after the introductory period until cancelled. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utilitys supply rates. On September 28, 2021, ******************* was emailed the Terms of Service for the account, which further served to reiterate all the terms of the ******************** supply plan, including the price terms and the right to rescind the enrollment.
On November 30, 2021, ******************** called NRG Home to cancel her account. The request was processed immediately, and the account will end service with NRG January 10, 2022, determined by the utility.
Resolution
Upon receiving this complaint, NRG Home investigated Ms. ********* concerns and reached out to her regarding this BBB Case on December 13, 2021. We spoke at length about her plan, assured her the price for supply with NRG Home was the price quoted at the time of enrollment and was currently lower than the local utility.We also spoke about the difference between supply and delivery. We confirmed the accounts service end date chosen by the utility. ******************* stated she had no further concerns and we consider this matter closed.
For any additional questions about this concern, please contact me at the number below. Im available Monday through Friday from 8 a.m. to 5 p.m.
Victoria
************
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