Complaints

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

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• 

  Santanna Energy Services

  700 N. Mopac. Expy Suite 200 Austin, TX 78731

  
• 

  Santanna Energy Services

  2000 Town Ctr Ste 1900 Southfield, MI 48075

• 

  Santanna Energy Services

  7701 San Felipe Blvd Austin, TX 78729-7615

  
• 

  Santanna Energy Services

  300 E Business Way Ste 200 Cincinnati, OH 45241-2389

• 

  Santanna Energy Services

  425 Quadrangle Dr Ste 200 Bolingbrook, IL 60440

  

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

• Initial Complaint

  Date:04/24/2023

  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.

  This company contacted us promising lower bills with any disruption in service. They are a CON!! Our bills continue to go up at rates NOT indicative of usage. They are based on a usage that we do not come close to using. They lied and smooth talked their way into an agreement that was dishonest from day one. This has nothing to do with energy prices, but is rather a money making scam. And now instead of working with **, they make threats of action due to cancellation and tell ** there is no way to cancel with them. Their ****************** do not go off script and are no help whatsoever. There should be a class action law suit or something. This company needs to be put out of business. We are a small not for profit that struggle for every dime. shame on ** for believing them. Shame on them for doing it!

  

  Business Response

  Date: 05/04/2023

  
  We are sorry to hear ******************** did not have a good experience with Santanna Energy Services. There is no way to predict market fluctuations. ******************** signed up for a fixed rate plan and the fixed rate they received was below NICORs rate at the time. Santanna has reached out directly to this customer and successfully cancelled both their accounts with **. We understand the customers frustration and as such, have cancelled her plans with ** and waived early termination fees.

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising 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.

  ******* promised lower vista for our energy used, specifically , natural gas. However, the ******* price per therm has been significantly higher than the normal price offered by ********* Only mentioning dates beginning in 2023, but the months of sept-dec 2022 can also apply equally Nicor price for therm for ******* was 69 cents. February 58 and March is scheduled to be 45 cents. ******** price of 98 cents is significantly higher They say they are a family or employee owned business. However, there prices are always higher and I find their PR campaign or helping consumers to be deceitful, false and I want others to know before they fall for this dishonest prs rice of ******* Energy. I estimate that since beginning with ******* I have overspent By more than $560. Dollars. This they should refund as soon as possible. I plan to share this truthful account widely to protect other honest consumers like myself Thank you

  

  Business Response

  Date: 03/01/2023

   

  Santanna is sorry to hear that **************** is unhappy with his Santanna services. During the time of the initial enrollment with Santanna, energy rates in the market were still fairly high.  Even the utility per Therm rate was over $1 per Therm. **************** accepted the 24-month fixed rate of $0.959/Therm.  This means the rate of $0.959 will remain the same throughout the length of the contract in its entirety.    Recently, rates have begun to decrease a bit, Santanna allows customers the option to renew early halfway through the contract, and ******** customers can cancel anytime without a penalty. For further assistance, **************** can contact Santanna directly at ************. 

• Initial Complaint

  Date:01/31/2023

  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 called dte to inquire why my bills are very high compared to my neighbors'.i was told that sontanna energy has been my provider for years. I never signed with santanna and i they have been overcharging me years. I told them to reimburse me since they have been ripping me off for years .They informed me that they will not.This santanna company is very crooked and needs to be stopped.

  

  Business Response

  Date: 02/09/2023

  Our records indicate that you have been a Santanna customer since June 2012. A renewal notice was mailed on May 21, 2013 as a reminder that the fixed rate would be expiring. Per the terms and conditions when no action is taken to cancel, renew, or switch the account will automatically renew to Santannas Market Price Contract where the rate is subject to change monthly.
  We sincerely apologize that you are not satisfied with your Santanna experience. However, Santanna provided notice regarding the end of the fixed-rate contract. If you have any further questions or concerns,please contact us at ************** or at ******************************************

  Customer Answer

  Date: 02/09/2023

  Complaint: 18960123
  
  I am rejecting this response because: I didn't sign any contract or renewal with this company..if they have any proof that I did they should send it to me t

   

   

  
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 02/28/2023

  We apologize for the delay. Santanna would be happy to share the recording with you of the third-party verification from the enrollment. Please contact our **************** at ************** for assistance.

• Initial Complaint

  Date:01/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Email from ********* at ******** Energy Consultants on 8/25/2022. This shows the number of therms below their ***** therms for this program. We used ******* therms for the period January December, 2022.Hi ******,I am forwarding this Custom Pricing Quote to you. It shows the current rate you are paying, the new rate you're qualified for, plus the difference in how much you would have saved. You will notice that last year you averaged around ***** therms. At your current rate of $0.9845 you would have spent around $3,937. With your new lower rate of $0.8132, you would have saved $2,055 for the 36 months. Definitely something that will be beneficial to your company. Please review the information at your earliest convenience. I will also be sending over an electronic agreement that allows you to lock your rate in, so you can take advantage, and control how much you are spending. Feel free to reach out via phone or email of you have any questions. Warm Regards,********* ******** Energy Consultants Serving IL Customers ******************** ************************ (o)We clearly are NOT eligible for the program they quoted according to the contract (copy attached). Santanna has refused to call me to resolve the issue with their sales consultants - ******** Energy Consultants. They first emailed AEC on 12/27/22 with a 2 day call back. that still hasn't happened . I can't get any satisfaction from Santanna and AEC never contacted me.

  

  Business Response

  Date: 02/01/2023

  At Santanna, customer satisfaction is our top priority, we sincerely apologize that your experience with our company has not met your expectations. We understand how frustrated you must be. As of January 27, 2023 we have processed the cancellation of your account. The utility has provided an effective end date of, January 28, 2023. You should receive a letter in about a week confirming the cancellation. If you have any further questions or concerns, please contact us at ************** or at ****************************************** We'd love the opportunity to regain your trust, please consider Santanna in the future for your electric and gas needs.
  
  

  Customer Answer

  Date: 02/01/2023

  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,
  
  ***************************

  Customer Answer

  Date: 02/23/2023

  Please see attachments. 

  

  Business Response

  Date: 03/02/2023

  Santanna sincerely apologizes for the delay in the cancellation. Santanna did place a drop on the account on January 27, 2023 as stated in the initial response. However, it appears that January 28, 2023 is the date the drop was acknowledged by the utility, and the actual effective drop date of February 21, 2023, was later determined by the utility.  
  

  We understand how frustrating this process can be and want to make the customer whole because of this oversight on our behalf. We will rerate the charges from January 28, 2023 through February 21, 2023. However,before we can initiate the refund process, we do need some information verified for the check to be mailed out. Please watch for a call or email from Santannas *********** Manager or contact our customer service representatives at **************.  

  Customer Answer

  Date: 03/02/2023

  Complaint: 18876055
  
  I am rejecting this response because: They called me yesterday - 3-1-2023 - and I gave them the information they requested...name, address, etc. They were going to get back to me and haven't so far. I'm still waiting for a phone call from them as I was instructed.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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 had a 12 month contract with ******* to provide electric for my residence at a fixed price. When I got their renewal notice, the price was much higher and I informed them I wanted to go back to my utility (Ohio ******** They said I would owe no penalty and they had sufficient notice to make the change, When I got a new bill, it was obvious there was a problem. I was still on ******* at a very high variable rate. I called them and ******* (who I had talked to originally) agreed it was their error and they would make things right. By the time they actually called to make the change, a second month at their high price elapsed. They notified Ohio ****** on July 6th and the change would be effective for the August 3rd bill. I talked to ******* with ******* and he verified it was all their problem and he would address it once I got my final bill at ********* variable rate. I also told him I needed additional compensation for their error. We talked again in August (the final bill with ******* service was dated August 8th). ******* informed me that they owed me $147.61 in over charges. I reminded him about needing more for all my troubles and them holding my money. Unfortunately this process is still dragging out. They tell me there are levels of approval and an outside company that sends out the check. Right now it has been 4 months since the date of the bill needed to make the calculation of money owed. It appears the check they mailed (who knows when - they say Nov. 8th) has gotten lost in the mail! I am skeptical. Their policy requires 60 days from original mailing to send a second check. I am not sure why they have such a cumbersome process that holds their customer's money for so long. They really owe their customers better service. Also I am curious what the **** requires when a refund is owed?

  

  Business Response

  Date: 12/21/2022

  Santannas records indicate that the refund check was mailed out on November 8, 2022.  The most common turnaround receival time frame is roughly 5 business days.  However, after the check has been mailed out Santanna has no control as to when it will be received, as it is in the hands of the postal mail at that point. In addition, if the customer has a forwarding mailing address this could cause an increase in the turnaround time frame.
  

  Santanna sent *************** an e-mail to confirm the mailing address to restart the process of reissuing the check.   Santanna understands how frustrating and lengthy this process can be, and we apologize for any inconvenience this may have caused the *******
  Please let us know if you have any additional questions, or if we can be of any other assistance. Santanna can be reached at ************ or email Santanna at **********************************************.

  Customer Answer

  Date: 12/25/2022

  Complaint: 18551203
  
  I am rejecting this response because:  ******* is focused on the **** and mail times and forwarding process which are not relevant the their issues.  They are missing the point that their delays of months is the real issue.  I still do not have their check.  To clarify some dates - Ohio ****** sent me a letter dated 7-6-22 that ******* had contacted them about the change effective 8-3-22.  So ******* had since the bill with their last charge was completed on 8-5-22.  So the check should have been calculated by mid August and then sent out by late August.  Them sending a check out in early November is unacceptable.  Their process is slow and very cumbersome as they admit.  Why should I as the customer suffer?  They admit their error and I feel the refund needs to be made ASAP along an additional $50 to $100 for holding my money and my time and frustration.  I should not be harmed if they choose to outsource this process and claim no responsibility for delays - that does not eliminate their ownership of the issue.    
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 01/03/2023

  Santanna sent **************** an e-mail to inform him that the refund check was mailed out on December 27,2022.  ************** sent a response stating that he has received the check and in a much timelier manner.  Santanna is happy to hear that the customer has received his check and that there are no pending issues.  If needed for any other assistance. Santanna can be reached at ************ or email Santanna at **********************************************

  Customer Answer

  Date: 01/04/2023

  Complaint: 18551203
  
  I am rejecting this response because:  There are still pending issues.  ******* has proven that they can send out a refund check in a couples weeks if they are feeling pressure!  Their claim has always been that it is a several month process since it is outsourced.  Obviously not true since I got the check quickly after filing a BBB complaint.  I am still not satisfied since their error caused my significant overpayment for my June and **** electric bills.  ******* has had my money for these many months and has not compensated me for that.  Also they have not compensated me for all my time getting them to process the refund and not drop the ball as they had many times.  I still request as I have since August that they owe me additional money for all the issues they created for me.

  Will BBB check with **** to see if any rules have been broken or do I need to do that?

  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Santanna charged exorbitant rate (over 2 times) after I canceled my electric supplier service with them inside my contract time frame. Within the last month of my contract I called and canceled my supplier service with them. They have an early termination fee of $100 that they threatened me with prior to the last month of the contract. After canceling within my contract timeframe, the next bill I got was over two times the rate AEP was charging. I called to say they should honor my rate since I canceled before my contract expired. They stated that that is how they do it. Early termination fee prior to last month of contract and price gouging supply rate until AEP could get switched. The customer service rep was rude and stated it is within their rights to ***** customers. So you are going to pay the early termination fee of $100 or an addition $170 over the current suppliers rate on one month's bill. This company is fraudulent and they don't care, laugh in your face.

  

  Business Response

  Date: 11/14/2022

  Santanna is sorry to hear that your experience with our company has not met your expectations.
  At Santanna, customer satisfaction is our top priority, and we are truly disheartened that you believe this wasn't demonstrated to you. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Santanna understands how current high energy prices pose a difficulty for many customers.
  
  However, switches and cancellations are primarily governed by the utility. The cancellation process could take 1 to 2 billing cycles. This process is not in the control of the supplier and can have delays. Ultimately, utilities determine what date the account is transferred from a supplier like Santanna. Customers are provided a 60-day grace ****** prior to the end of the initial fixed-rate term to cancel or switch without incurring the $100 ETF. The account was canceled within the 60-day grace ******; thus the $100 ETF does not apply. Santanna honored the agreed-upon fixed rate through the end of the initial term. However, the cancelation was not finalized by the utility prior to the end of the initial fixed rate term. Thus, per the terms and conditions, the account automatically renewed to Santannas Variable Market rate until the cancelation was finalized.  
  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future. We can be reached at ************ or email Santanna at ***********************************************

  Customer Answer

  Date: 11/15/2022

  Complaint: 18352818
  
  I am rejecting this response because:
  I was never told of a 60 day grace ****** to avoid the early termination fee.  It's not written in their contact and the customer service rep said they would charge it.  I want refunded the rate difference for the just months service. 

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/23/2022

  Santanna has reviewed the calls regarding this account. During the cancelation call on September 9, 2022,the Santanna *********** Representative did advise ************** that within the last 60 days of the contract expiration date the account can be canceled without incurring the early termination fee. This call took place after the fixed-rate term had already expired as of August 18, 2022. At no point in this call did the *********** Representative advise the early termination fee would be charged.
  

  Santanna sent a renewal letter on June 15, 2022, notifying ************** of the fixed rate term expiration.Santanna provided ample time to switch or cancel. The renewal letter states if no action is taken the account will automatically renew onto the Market Price Contract where the rate is subject to change. No action was taken until after the fixed rate term expired. Santanna followed all rules and regulations.Respectfully, we deny the request for a rerate.   

  Customer Answer

  Date: 11/23/2022

  Complaint: 18352818
  
  I am rejecting this response because:

  I was advised upon entering the contract that there was an early termination fee and was not told upon entering the contract that there was a 60 day grace ************* I would like to be provided with the contract language and the agreement that I entered into that states they're is a 60 day grace ******* I was never told that.  I canceled PRIOR to the expiration of my contract and my rate should be honored. I have filed a complaint with **** and they agree that this should not happen. 

   

  The company is using dishonest tactics by not explaining the 60 day grace ****** up front but emphasizing an early termination fee, tricking consumers into staying in the contract too long so they can charge almost 3 times the rate available from AEP. IT is a deceptive practice and misrepresentation to only tell consumers of a grace ****** after it's too late.

   

  ******* Energy should be held accountable for their unethical practices.

  Regards,
  
  ***********************

• Initial Complaint

  Date:10/19/2022

  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.

  On my Oct 12th bill, I noted a service charge of **** that I did not and do not agree with. I called and talked to the company and was told that it couldn't be removed even though I do not consent. I would like a refund of the $****. I have already switched my electric service to another company.

  

  Business Response

  Date: 10/28/2022

  On June 6, 2022, Santanna mailed **************** a renewal letter stating that if no action is taken to choose another specific product prior to the end of the initial term, the account would automatically renew following the September 8, 2022, billing cycle to Santannas Market Price Contract where the rate and Admin Fee can change monthly for the remainder of the contract.  However, we did not disclose the amount of the admin fee at the time. Given that omission, we are happy to refund that to ***************. We apologize for Mr. ******* negative experience and inconvenience and hope that we can earn back his business one day. 

  Customer Answer

  Date: 11/01/2022

  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

  Date:09/14/2022

  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.

  After monthly contract expire they raised rates 400% above current going rate plus monthly fees

  

  Business Response

  Date: 09/30/2022

   

  On June 7, 2022, Santanna mailed ************** a renewal letter stating that if no action is taken to choose another specific product prior to the end of the initial term, the account would automatically renew following the August 10,2022, billing cycle to Santannas Market Price Contract where the rate and Admin Fee can change monthly for the remainder of the contract.
  
  On September 13, 2022, over a month after the initial term expired with Santanna, Santanna received a Drop notification from the utility with an effective Service end date of October 7, 2022. The timing of switches and cancellations are primarily governed by the utility. They ultimately determine what date the account is transferred from a supplier like Santanna. Therefore, Santannas Market Price rate applied after the initial term ended and while ************** awaited his switch from Santanna.

• Initial Complaint

  Date:08/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with ******* for our electric a more or more ago. At that time we had a fixed rate of ***** per Mcf. We never received a renewal notice from them and our rate changed to a monthly variable rate which for the month of June turned out to be ***** for the month which equates to a $484. We immediately contacted them as to why the price went up so drastically which is when they claimed they sent us a renewal notice which we never received. When I asked what we could do I was told *** to either sign a new agreement with them for next month or find a new provider which we did. We switched to a community coop program which we received a confirmation for that said would happen on the Jul 28 reading which corresponded with previous readings. That however meant that meant it wouldnt apply until our Sept. bill. Instead we received a bill for $778 at *****per mcf which is frankly ethically questionable. We were told oh well, pay it and nothing can be done. So we never received a notice, ******* never told us even if we switched suppliers we would still get hit for one more month of a ridiculous bill anyway. The electric we received is the same electricity regardless of who gets to bill us. Thats unethical to not disclose info like that and we feel the company screwed us for an additional profit when I told them I would find another provider. There is no reason they cant adjust the bill since their fixed rates are half that amount. They are choosing to get as much as they can while they can as the energy cost is the same to the company regardless of what plan you are on. We are looking for some relief on this bill as its higher than my two car payments combined. No one in their right mind would have knowingly stayed on that kind of billing.

  

  Business Response

  Date: 08/18/2022

   

  On April 13,2021, ************** agreed to a 12-month fixed rate of $0.0549/KWH that began on May 28, 2021.? ******* sent a Renewal Letter to ************** via postal mail 2 months prior to the initial contract term expiration on March 25, 2022 .? The Renewal Letter informed the customer that if he did not choose another specific product prior to the end of the initial term, the account would automatically renew following the May 28, 2022  billing cycle to Santannas Market Price Contract where the rate can change monthly for the remainder of the contract.  
  
  The cancellation process could take 1 to 2 billing cycles. This process is not in the control of the supplier and can have delays. Switches and cancellations are primarily governed by the utility. Ultimately, utilities determine what date the account is transferred from a supplier like Santanna. 
  
  Santanna regrets **************** dissatisfaction with his Santanna experience and understands how current high energy prices pose a difficulty for many customers. However, Santanna has not violated any provisions of its contract with its customer or any rules or regulations; therefore, we respectfully decline the customers request for an adjustment. 

  Customer Answer

  Date: 08/18/2022

  Complaint: 17667324
  
  I am rejecting this response because:The company does have control over what they deem appropriate market rates and what they charged us is unethical by any standard. We reviewed the **** Apples to Apples website and no where on there does ******* has a published variable rate like what we were charged. Even competitors didnt have a $.1887/KWH variable rate on the website. I guess my solution is I will never do business with ******* again and I will let as many people as I know not to do business with them. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:05/18/2022

  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.

  Selected Santanna as my gas supplier last year. At some point during contract I was notified by a collection agent that I owed them money, approximately $60...but now with fees. They themselves never...not one time contacted me in any way. I pay my local gas company the entire ****, who in turn pays Santanna the supplier cost. Whether this happened I do not know. I've repeatedly tried to contact Santanna to resolve this as they keep adding fee after fee with no way to resolve this since they get their money from my local gas company.I've left MANY messages, including emails that I know they've read (I get a receipt when email is opened and read)...they STILL have not responded. This isn't just horrible customer service, I've literally been trying to resolve the matter with them and they choose not to respond, but instead just keep adding on fees.

  

  Business Response

  Date: 07/14/2022

  Beginning on December 9, 2021, to the present, ********* set up a payment plan with the customer and began to send only partial payments to Santanna, leaving an unpaid and growing balance on the account each month. This happens when the utility does not receive payment in full. At this point, the utility will keep all amounts due to it before sending the remainder to the supplier.
  
  On 2/2/22, a Santanna call center representative tried to call ************** to respond to an e-mail Santanna received from the customer.There was no answer so, the ********************** representative left a voice message, and sent an e-mail response to the customer.
  
  On 4/19/22, a ********************** call center representative tried to call the customer, but left another voice message when there was no answer.
  
  On 5/19/22, a Santanna call center representative again tried to call the customer and sent another e-mail when there was no response.
  
  As shown above, Santanna has made multiple attempts to reach out to ************** with no success.  ************** maintains a current account balance for the unpaid gas supply charges for the service periods from 12/9/2021 through his term date of 6/10/2022. The customer is not being charged any additional fees; rather we were billing consumption for subsequent service periods up until his term date of 6/10/2022., Our customer service department would gladly talk with ************** to answer any questions he may have.  He may call us at ************ or email us at *********************************************** we can also arrange to call him at a certain time.