Complaints

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:06/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for service, and agreed to a 3-year contract with Energy Texas on March 23, 2023. Effective May 1, 2023, Energy Texas changed my plan to something I did not agree to. I originally signed up for a net metering program that had the same rate for buying and selling. I am attaching a screenshot from when I signed up. When I confronted the provider about the difference in billing, this was their response: "The changes to the solar buyback program became effective on 5/1/2023. Any bills that generated on 5/1/2023 and beyond that date will be billed under the new real-time settlement rate (capped at your fixed energy rate) regardless of the meter read cycle on the bill, so no adjustments will be made. We do believe our program is still very competitive. Our program allows solar credits to apply to your entire bill with no expiration time frame. The largest changes on May 1st are the introduction of "surge pricing" during peak events so that you can receive solar buy back credits at a higher rate. Please let us know if you have any further questions or concerns." So it seems as though they used a bait-and-switch tactic to lock me into a 3-year agreement. All I want is the original plan I signed up for and to be credited the difference between what I paid and what I should have paid, and to be put back on that original plan. As you can see from their response, they refused to do so. I know that I am not the only person this is happening to. People need to know the truth about Energy Texas and their sales tactics.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a solar buy back plan 1 to 1 on May 1st. The company did not tell me the solar plan would be changing in May. The company over the phone advised that they did know about the change a month prior to me signing up but did not tell me over the phone. The company said instead it sent out an email after I signed up. The company also advised that the email went un read about the notification. The company then said sorry your past your deadline to change companies without paying the $250 fee. I was not properly notified and was swindled over the phone when the company already knew about the changes occurring but failed to tell me about it. account # **********

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Energy Texas changed their billing information that was agreed to in our 3 year/ 36 month contract. Energy Texas sent a vague email stating they will pay a higher solar but back for peek energy rates in the summer and made mention Of going to the current electric rates of electricity being sold. Energy Texas did not advise me that the current rate I was selling extra electricity to them was going to drop to 1/4th of what I was promised and agreed to the buy back rate. Energy Texas over changed me by almost $60 dollars and refuses to make it right.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It's dealing with the company's solar buyback program. I am on a 36 month fixed plan with the caveat that the plan can change at the company's discretion. We'll, an email was sent out by the company that terms of the plan were changing and gave May 1st as the date of the change. When I received my bill they actually changed my terms in the beginning of April instead of May which caused me to owe money instead of receive a credit. When I called to have the bill corrected they told me that because my bill was from March 30 to May 1 my terms were changed because my billing cycle ran into May. My argument is that my bill should have only shown a 1 day adjustment instead of penalizing me for the entire month. I cited that their email said the changes would begin May 1 and did not say that they were retroactive. This was all for not. I got the same runaround when I spoke to a supposed manager. They didn't give me a corporate number. Only an email address to submit my concerns. I plan to file with the *** once I file this complaint.

• Initial Complaint

  Date:05/01/2023

  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 tried to changed to Energy Texas but looks like in the set up a simple mistake occurred. While they had the correct address (house number and street) the City was incorrect so while I was still being charged from my current provider I was also being billed for new service for the individual whos electric service was changed in error. Because I had it on auto pay I didn't catch it for 2 months. I made numerous calls and was assured they would make it right but said it takes ****************************************** the end they refused to refund my money and said since it was my social security number tied to the incorrect billing that they would hate to see my credit messed up for not paying the most recent outstanding bill. So this attempt to change to Energy Texas cost me $600 - $800 hundreds of dollars.

  Business Response

  Date: 05/17/2023

  Complaint:                                                                                                                                            
  ********************** states she tried to change to Energy Texas but she made a mistake.  She states the address was correct, but the city was incorrect, so she was charged by her current provider and billed by Energy Texas at the incorrect address ********************** input during enrollment.  The customer was on autopay and did not catch it for 2 months.  The customer states she made numerous calls,and the process can take up to 45 days to correct.  The customer states she was advised at the end she would be responsible for the fees.
  
  Investigation:                                                                                                                                                                         
  On 12/10/22 ********************** signed up for services through a third party website, ElectricityPlans.com.  She ordered the 36 Inflation Fix plan with an average rate of **** cents/kWh @ **** kWh.  This plan has an energy charge of ***** cents/kWh.  The customer entered in the address of ***********************************************************  The customer requested services to start on 12/21/22.
  On 12/21/22 services started at ********************************************************** as requested.
  The customer received invoices from ********************** on 1/9/23, 2/8/23, and a final bill on 3/6/23, for the Trinidad address.
  On 3/7/23 ********************** called in to state she received an Early Termination fee, but she did not switch to a different company.  The customer was advised that services were switched to another provider, and we would submit a MarkeTrak to re-gain her as a customer.
  On 3/15/23 ********************** called in about her early termination fee and explained that she did not choose another provider.  The agent explained the process to gain her back as a customer can take up to 45 days.  The customer called later that day to state she changed to Energy Texas in January, but her last provider is still billing her at the same address.  The customer confirmed the information with the customer and advised her to call her TDU, Oncor, since a customer cannot be billed at the same premise at the same time from 2 different providers.  The customer called back to ********************** to inform us that Oncor verified that the address in Energy Texas system is incorrect because it has a different city.  The customer stated she would wait 45 days for the MarkeTrak.
  On 3/16/23 Energy Texas contacted ********************** to verify what her correct address was.  The customer confirmed the correct address is the same but the city should be **********, **.  The customer claimed that this was not her fault, and she wanted a refund for the amount she paid.
  On 3/20/23 the customer was advised that ********************** would not waive the energy charges for the billing, since the customer entered and confirmed the information when she enrolled herself for service online.
  
  The Conclusion:
  ********************** placed her order through a third-party website, ElectricityPlans.com.  She requested services at **********************************************************  Confirmed the Address and ESI before going to the order page, which also displays the address. The customer received 3 bills and paid all 3 bills.   When the customer advised us in March that she enrolled the incorrect address, Energy Texas attempted to correct the issue, but since the Market already had another transaction, the customer could not be transitioned, making her responsible for the usage at the address she entered incorrectly.  Energy Texas removed the Early Termination fee for **********************, but she is responsible for the energy usage at the premise since she entered, verified, and confirmed the order before submitting the order.

  Customer Answer

  Date: 05/18/2023

  I am rejecting this response because:   I did not select the wrong address.

• Initial Complaint

  Date:04/06/2023

  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.

  Beware: One the worst company I have ever dealt with, they are not honest and do not provide you with clear and correct information:Despite I have asked them clearly about any additional charges and fees, they have sent me their first bill including a large fee of $144; I have discussed multiple times with their inefficient customer service and that said it is what is, and you must pay it. AVOID USING THEM AT ANY COST!!

  Business Response

  Date: 05/17/2023

  Complaint:                                                                                                                                            
  Mr. ******** states in his complaint that Energy Texas is the worst company he has ever dealt with. He states Energy Texas is not honest and did not provide clear or correct information.  The customer stated he asked clearly about any additional charges and fees, but his first bill included a $144 connection fee.  The customer states he has discussed this multiple times with customer service and they have advised him it is what it is
  
  Investigation:                                                                                                                                                                         
  On 3/1/23 Mr. ******** enrolled for service with a third-party provider, Energy Bot.  He signed up for the Come & Take It 12-month plan with an average rate of **** cents/kWh.  This plan has an energy charge of 7.8256.  During enrollment the customer selected that he read, understood and agreed to the **** Terms of Service and YRAAC.  The terms of service state in the Pricing section:  You will also be responsible for payment of all non-recuring fees and charges that are charged by ** and/or the TDSP.  TDSP non-recurring fees include but are not limited to, service connection, disconnection, out-of-cycle meter reads, and/or reconnection fees, for specified services provided to you.  TDSP non-recurring charges will be itemized on your bill.
  On 3/8/23 Energy Texas generated the first invoice for the billing cycle 3/3/23 to 3/7/23 for $169.13.  This included a $144 service connection fee from his TDU, CenterPoint Energy.  This is a pass-through charge and not a charge from Energy Texas.  The bill had a due date of 3/27/23.
  On 3/9/23 Mr. ******** called in to the care center to dispute the $144 service connection fee from CenterPoint Energy.  The agent advised the customer the fee is from CenterPoint ********************** and is a onetime fee for connecting service.  The customer was made aware that this fee is listed as a pass-through charge in his terms of service and is not a charge from Energy Texas.  The customer was passed to a supervisor and stated he selected a move instead of a switch and he has a smart meter so he should not get charged the $144 connection fee.  The customer wanted a bill dispute requested and Energy Texas sent the dispute request to CenterPoint the same day.
  On 3/10/23 CenterPoint Energy advised Energy Texas that the $144 was accurate because the processed a Move-In transaction at Mr. ********* meter and he would be responsible for the fee.  The customer has a AMSM meter which is a Smart Meter that requires a manual connection or disconnection.
  On 3/14/23 Mr. ******** called the call center for an update about his dispute of the $144 service connection fee.  The customer was advised the fee was accurate and he had an AMSM meter which required a manual connection.  The customer was advised a technician had to activate the meter and CenterPoint Energy charged him for the service connection fee.  The customer stated he would not pay for the fee.  The customer called later that day stating he spoke to CenterPoint, and he was advised the fee is an Energy Texas fee.  The customer was explained that the fee is a CenterPoint fee and is listed in the CenterPoint fees on his invoice.
  On 3/16/23 Mr. ******** contacted the care center inquiring about the $144 Service Connection Fee.  The customer was advised the fee was due to CenterPoint turning his power on. The agent advised the customer he requested a Move In and he has an AMSM meter which requires a manual connection.  The customer insisted on ********************** placing a dispute for the charge.  Energy Texas submitted a dispute per the customers request.
  On 3/24/23 Mr. ******** called for an update on his dispute.  The agent advised the customer CenterPoint was still researching his claim and the process could take up to 45 days.  Later that afternoon Energy Texas received the results of the customer dispute.  CenterPoint advised Energy Texas no adjustment was required because CenterPoint Energy determined the fees were valid. 
  On 3/27/23 Mr. ******** called inquiring about his dispute.  The customer was advised that no adjustments were required because CenterPoint verified the fees were accurate.  The customer wanted to speak to a supervisor.  The supervisor offered the customer a $25 courtesy credit.  The customer stated he would not pay because ********************** was hiding the charges. 
  
  The Conclusion:
  Mr. ******** placed his order himself through a third party, Energy Bot.  He enrolled in an Energy Texas plan called Come & Take It 12.  By placing his order with a third party he selected a box that he read, understood and agreed to the **** Terms of Service and ***** for Energy Texas.  The terms of service state:
  
  You will also be responsible for payment of all non-recuring fees and charges that are charged by ** and/or TDSP. TDSP non-recurring fees include but are not limited to, service connection, disconnection, out-of-cycle meter reads, and/or reconnection fees,for specified services provided to you. TDSP non-recurring charges will be itemized on your bill.
  
  The customer placed his order as a Move In request.  CenterPoint Energy sent a technician to his home to provide service connection to the customer meter.  CenterPoint ********************** charged the customer $144 for the service connection. The $144 is a pass-through charge from CenterPoint Energy and was applied to the customers first bill.  The customer requested ********************** dispute the service connection fee, which we did twice and both times CenterPoint Energy determined the fee was valid.  The customer agreed to the terms of service when he enrolled through his broker Energy Bot and the fees were passed through to the customer.  ********************** has billed the customer according to the *** and terms of service he agreed to.

  Customer Answer

  Date: 06/07/2023

  Hi, 

  With all respect, the explanations given are invalid, incorrect and not accetpable.

  It's true that I have placed the order through web, but I have contacted Energy Texas customer servive via phone on  March 1st and have clearly asked the customer service about terms and conditions, any other extra charges, fess for my order.  I have been told there is no additional charge or fee. I belive teh entire conversation has been done on a recorded line.

  Surprisingly, after that I received this bill for $144 - which first was never ever explained to me and second, I do not notunderstand why I have been charged for it. To explain, I'm the new owner this property as of 2/24/23 and electrcity was ever never disconnected or reconnected at this property as I'm occupying and living there since 2/24/23. I have never been asked by any technician to come to my house to do changes, connecting or disconnecting electrcity and there is no way for anyone to get access to my meter wiythout my permison as it's located in my backyard.

  After spending couple of hours in multiple phone conversations with customer service of **********************, as minimum I was expecting Energy Texas give this $144 as a credit to me, I even offered them to break this into 3 bills ($48 each bill) which was not accepted by the supervisor and instead she has offered me a one time $25 which definitely nobody is going to accept that.

  Assuming the connecting fee is still valid, my conclusion is that as Energy Texas was not clear and correct responding of my initial and direct question about additional charges, fees; they must take responsibility about this mistake and do not live alone their customer.

• Initial Complaint

  Date:03/16/2023

  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.

  While a customer of ********************, I earned rewards in excess of $100. During my last month as their customer, I cashed in my rewards for a gift card and bill credit. I even received an email from them "thanking me" for redeeming my rewards. However, none of the rewards were delivered and when I called their so-called customer service, I was told I won't be getting anything. This practice is akin to thievery and shouldn't be allowed.

  Business Response

  Date: 05/01/2023

  ************ placed his order through a third - party broker, Energy Ogre.  Upon enrollment the customer's broker agreed to all the terms of service for the Electricity Plan as well as the Rewards terms of service.  The terms and conditions for the rewards state in the "Redeeming Stars for Rewards Section:

  In order to redeem any reward, you must be an active customer and in good standing under the Program at the time of redemption of any reward. **** credits are deemed to be redeemed as of the issue date of a bill to which they are applied (and in no event prior to such date). You are deemed a customer in good standing (as determined in our sole discretion) if (i)you are at such time receiving Energy Texas electricity service under the Program, (ii) you are not delinquent in any payments due, (iii) you are not otherwise in default under your Terms of Service Agreement, and (iv) you continue to maintain a valid email address in our account profile. Accordingly,you will not be entitled to apply a bill credit to any bill that is issued as of a date on which you are not both an active customer and in good standing under the Program (irrespective of the period of service associated with such bill). For illustration purposes, and without limiting the foregoing conditions, if you cease electricity services with Energy Texas, then no bill credits will be applied to your final bill because your final bill will have an issue date which is subsequent to the last date on which you were an active customer and in good standing under the Program.

  The Rewards Terms and Conditions also state for the Bill *************************** style="font-size: 0.875rem;">If at any time or for any reason you cease to be a Energy Texas customer prior to the application of any bill credits, then all such bill credits will immediately expire and be forfeited by you. In no event and under no circumstances may bill credits be redeemed or exchanged for cash, nor may bill credits be assigned or otherwise transferred in any way. **** credits have no cash value. **** credits may not be saved, banked, or otherwise used in any later or future periods other than the current billing cycles in which they are issued. All bill credits reflect **** Dollars.

  And for Gift Cards it states:

  To receive these rewards, you must be an active customer at the time of fulfillment.

  **************** services ended on 3/1/23.  The customer forfeited all rewards not received when he terminated services on 3/1/23 as per the Rewards Terms and Conditions.

• Initial Complaint

  Date:03/08/2023

  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.

  The past three months IN A ROW this company has shut OFF my power without even a disconnection notice.

  Business Response

  Date: 03/29/2023

  RE:  Complaint # ********
  Complaint:                                                                                                                                            
  ******************************* states that she for the past 3 months she has had her power turned off without a disconnection notice.
  
  Investigation:                                                                                                                                                                         
  On 4/10/22 **************** signed up through a third party broker, ElectricityPlans.com. She requested service to start at *********************************************************************************** on 4/14/22. This address was entered as the service and billing address. She entered the email address as ************************** to receive correspondence.
  On 4/14/22 services started for ****************
  The customer has received billing from ********************** via email and paper billing through out her tenure with Energy Texas.  Bills have been sent out on the following dates:  5/6/22, 6/15/22, 7/7/22, 8/8/22, 9/7/22, 10/6/22, 11/4/22, 12/6/22, 1/6/23, 2/6/23, and 3/8/23.  The customer has opened and read every bill sent to her email address *************************.  Each invoice has a due date. If the payment is not received by the due date a Disconnection Letter is mailed to the customer via **** to the customers billing address:  **********************************************************************************
  The customer received disconnection notices sent to the billing address of *********************************************************************************** on 7/27/22, 8/27/22, 9/27/22, 10/25/22, 12/23/22, 1/24/23, and 2/23/23.  I have attached all Disconnection notices for you to view.  Disconnection Notices are sent advising the customer if payment is not received by a specific day (10 days from the Disconnection letter date) the customer will be disconnected.  We have not received any returned mail for this customer.
  **************** was disconnected on 10/13/22 for $190.57 non-payment, 2/7/23 for $184.87 non-payment, and 3/7/23 for $119.24 non-payment.
  As of 3/13/23 **************** has updated her contact and billing address information via her MyAccount.  She changed her billing address to ***********************************************************
  
  
  The Conclusion:
  **************** signed up for services via a third party broker, ElectricityPlans.com and selected that she read, understood and agreed to the **** Terms of Service and YRACC.  The terms of service state in the Disconnection of Service section:
  
  Disconnection of Service. We may authorize the disconnection of your electric service, after proper notice, at any time after the disconnection date stated in the notice for any of the following reasons: (1) your failure to pay any required deposit;(2) your failure to pay any bill for electric service owed to us or to make deferred payment arrangements by the date of disconnection stated on a disconnection notice; (3) your failure to comply with the terms of a deferred payment agreement; (4) using service in a manner that interferes with the service of others; (5) the operation of nonstandard equipment; or (6) failure of a guarantor comply with the terms of an agreement to pay any guaranteed payment amount. In addition, we may authorize the disconnection of your electric service immediately and without prior notice for any of the following reasons: (1) a dangerous condition exists at your service address; (2) there is evidence of theft of service; (3) service is connected without authority by a person who has not made application for service; (4) service is reconnected without authority after disconnection for nonpayment; or (5) there has been tampering with the equipment of the TDSP.
  The customer has been mailed via **** mail all disconnections and Energy Texas has not received any returned mail from the ****.  The disconnection notices advise the customer when services will be disconnected and the past due amount.  **************** has changed her billing address as of 3/13/23 to ********************************************************** through her MyAccount customer portal. 
  
  The customer has been notified each time notifying her that if payment is not received within 10 days of the notice services will be disconnected. The customer has received 7 notifications to date for late payments.  Attached you will find all Disconnection notices sent to the customer's billing address and their billing history.
  
  Please let us know if you need any additional information.
  
  
  Sincerely, 
  
  *******************

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 Energy Texas in September and spoke to an agent to set up electricity. My social security number ends in **** but I live in unit ****. I did not receive my first bill so I called and the agent recognized they had put down the wrong unit number. The agent set up the account and transposed the numbers of my unit. Instead of shutting down that account attached with my credit card, they added unit #**** and since, I have been paying electricity for a unit that I do not live in and my unit. Bills are sent electronically and my credit card is charged automatically, as the account is set to auto-pay.The company refuses to reimburse me for the payments for unit ****.Please help. I spoke with a supervisor, *************************, and he said the account was set up online. The agent working for Energy Texas was the individual who set the account up online and gave me the login information to access the Energy Texas App.

• Initial Complaint

  Date:06/24/2022

  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.

  Energy Texas became my new electricity provider through Energy Ogre. My first payment was due on 6/6 in the amount of $261.64 and I set up the payment through in credit union bill pay system just as I do for ALL my accounts. I was not aware that Energy Texas was not business savvy and not set up to receive electronic payments and nowhere in their literature do they state that. My credit union apparently was aware and mailed them an electronic check (XXXXXXXX) on 5/27 to the Dallas P.O. Box. The "check" was received and processed (cashed) by Energy Texas on or about 6/3 in plenty of time for my 6/6 due date. I have evidence from the credit union of all of these transactions. I was notified on 6/7 that my payment was late. When I called, I was told that the they could see the check transaction but would take 7-10 business days to post. I called most every day to see if the check had posted to my account only to be told "no" and that my electricity would be disconnected on 6/21. On 6/20 I paid another $261.64 and being retired on a fixed income, I could hardly afford that and being my age, I could not afford to be in 100 degree heat and no air conditioning. Today is 6/24 and as of 4:00 my original payment has not been posted and again I was told 7-10 business days! I've told Energy Ogre of my disappointment in this company and how insensitive and unorganized they are. Energy Texas apparently has a very antiquated billing system and I feel that their employees are very rigid and don't care about their customers even when they know that their company has made an error and is not living up to the standards of a customer oriented business. Perhaps they're using my money for other purposes.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 10, 2022/07/28) */ The customer started service with Energy on 4/10/22 for services to start on 4/11/22. Her first bill generated on 5/18/22 for the amount of $261.64 and a due date of 6/6/22. We did not receive her payment by 6/9/211 so Energy Texas sent her a disconnection notice. The customer called Energy Texas on 6/15, 6/17, and 6/20 advising us she used her Bank Bill Pay and they sent a check. The customer was advised that we have not received her payment. The customer then made a full payment. On 7/5/22 the customer called stating she now had 2 payments for $261.64 and wanted to know the status of the check. The customer was advised that Energy Texas only had the 1 payment. A manager called the customer and explained that Energy Texas does not currently accept Electronic Funds Transfer from Banks yet, but we are in the process of setting that up. He informed the customer to follow up with her bank and see if they could provide a copy of the deposited check. The customer provided a screen shot of her transaction, which was sent over to our bank. On 7/8/22 Energy Texas advised the customer we could not locate the payment with the information provided. The customer contacted her bank again and her bank informed her the check was never cashed by Energy Texas and her bank refunded her the money.