Complaints
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/16/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Their system has messed up way of taking more money than the required deposit. The first time this happened, which was last week, I had to dispute a charge of 60 nervous because I imputed 10 and changed my payment method. And after I changed it, the system reset me to a default payment of 60. This time it was twenty dollars. I don't have alot of money. And when they do things like this I feel like they are purposely taking it from me. I honestly feel scared to even spend more money w them. When I get enough money I'm leaving that company. I can't wait to do so. This feels like theft at this pointBusiness Response
Date: 04/29/2025
Please see Pogo's response attached.Customer Answer
Date: 04/30/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:01/17/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received several texts from POGO Energy informing about an account with them. I have never created an account with this company. I tried to contact this company, but I could not get a hold of a live representative. I believe someone is trying to impersonate me. I live in the city of ******* were we can only obtain electricity from Garland ***** and Light. Please help me resolve this issue.Business Response
Date: 01/23/2025
Thank you for the opportunity to address the complaint raised on 1/17/2025 regarding the complainant receiving text messages from Pogo Energy on an account she never created.
Regarding not being able to reach a live representative, our records reflect the complainant contacted Pogo Energy twice prior to contacting the BBB. Once via phone and once by chat. On both interactions the customer was assisted and advised the person who enrolled with **** was contacted via email to provide legitimate contact information.
The Pogo Energy account was closed shortly thereafter with a $0 balance.
As a result of receiving the BBB complaint, Pogo Energy contacted the complainant and advised her that the Pogo Energy account that was established under her name and phone number is no longer active with Pogo Energy.
The customers desired resolution to be contacted by Pogo Energy has been satisfied.
Customer Answer
Date: 01/24/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:09/18/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I work for the *************************************** in the *********************** One of our members noticed many charges on her card, ALL fraudulent that were different Energy Companies in **. We are in ********* **. I am trying to assist our elderly member in getting her money back. We called them and they were not able to give any information. They said they could not trace transactions by the debit card, only by name or address. Our member is NOT in ** and does not need/nor use any energy companies in **. Even speaking with a supervisor, they said there was nothing they could do to help. I find this very unacceptable and am asking for help.Business Response
Date: 09/30/2024
Thank you for the opportunity to address the complaint raised on 9/19/24 by a third-party regarding fraudulent card charges on a member of the ****************************************
The complainant states she is attempting to assist an elderly ************ member with fraudulent card charges from different energy companies and when she contacted ****, we were not able to trace specific transactions by the debit card only. Pogo Energy empathizes with the affected member however the information the complainant received is correct. The best course of action for the affected member is to contact law enforcement to report the fraudulent charges and/or go through the fraud department of the financial institution where the card is maintained. Financial institutions have protocols in place to address fraudulent activity.
On 9/24, a Pogo Manager reached out to the complainant, but she could not be reached therefore a voice message was left reiterating the recommended course of action in the above paragraph.
In summary, the complainants desired resolution for a refund in the amount of $1,390 is not currently warranted. We hope after taking the recommended course of action the affected member is made whole, and the issue is resolved.
Sincerely,
Pogo EnergyInitial Complaint
Date:06/23/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pogo Energy has been ripping off customers such as myself for far too long. In the past few months they have consistently overcharged my account and cutoff my services like it's a sport.During the entire month of June, I have been charged between $7.12 and $7.88 per day for electricity services in an apartment when it's impossible for my usage to have been anywhere near that. When asking reps to look at my account, they just give a generic message that they can't control Texas weather and I have to pay the money.Pogo should be held to a conscientous standard when dealing with prepaid customers, especially when you have the power to DISCONNECT SOMEONE'S ELECTRICITY at a whim in the Texas heat. Ripping people off is not a sport and bankruptcy may not always protect companies who treat people like this. There are other services to choose from, that's why you hold people's account for days to keep them from switiching because your company behaviour is unscrupulous.Business Response
Date: 06/24/2024
Pogo Energy wishes to address the consumers complaint however we will need more information to investigate. The customer's name and address is necessary to identify and locate the customer's account if we are to address the customers billing concerns. However, the complaint lists the customers name as Anonymous and only provides a zip code. To satisfy the "Desired Settlement" of explaining the charges we will need to contact the customer therefore a phone number or email is required. The phone number provided in the complaint is not a working number and the email does not appear legit. Can you please provide the consumer name, physical address, phone number and email address to properly identify and address this complaint?
Sincerely,
Pogo EnergyBusiness Response
Date: 06/26/2024
Pogo Energy wishes to address the consumers complaint however the complaint name provided was "Anonymous" and the phone number provided is not a working number. In addition, the email does not appear legit therefore we are not able to locate the customer's account to investigate and provide a response. Please provide the consumer's name, service address and phone number to properly identify the customer account to address this complaint.
Sincerely,
Pogo Energy LLC
Initial Complaint
Date:06/19/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I WANNA START BY SAYING I ALREADY KNOW IM WRONG FOR USING PREPAID ENERGY. POGO IS NOT ONLY THE WORST ELECTRICITY COMPANY, BUT ONE OF THE TOP 3 WORST BUSINESSES IVE EVER SPENT MONEY WITH. THEY WILL CUT YOUR ELECTRICITY OFF ON HOLIDAYS AND DONT EVEN RECOGNIZE JUNETEENTH AS A HOLIDAY. YOULL START OF WITH LOW PAYMENTS AND THEN OUT OF NO WHERE ITLL GO UP TO 20 F****** DOLLARS A DAY. EVEN IF YOURE DESPERATE DO NOT USE THESE PEOPLE. I SWEAR YOULL REGRET IT.Business Response
Date: 06/26/2024
Please see ****'s response attached.
Sincerely,
Pogo Energy
Initial Complaint
Date:04/23/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pricing through texts said 40 dollars, I paid 40, now they said 60. So I paid 10 more and used their Deferred Payment Plan system to borrow 10 and it says my account is 60. I asked and they said the *** doesn't count because they reimburse me, but I REIMBURSE THEM not the other way around because I'm the borrower and I have to pay back. Therefore they are imbursing and I am reimbursing them. I just wanted my electricity started but it's always trouble with pogo and this has probably affected others.Business Response
Date: 05/02/2024
See attached response for Pogo Energy.Initial Complaint
Date:02/12/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/11 I recharged my account with Pogo for ***** dollars plus the 2-dollar bank fee for the use of the debit card; according to their system the charge was declined, I immediately went to my bank account and checked the balance to find the MC Preauth hold on my account for the funds and an available balance even though the Pogo system had declined the transaction.On today02/12, I chatted with 3 or 4 different agents who said the same thing each one not reading any notes previously put into their system. I spoke with the supervisor at my bank and they emailed me the correct actions for handling the MC Preauth in a pending state to get the charge reversed. I attempted to chat with a different person, but each time I got a different person and no one reads the notes or there were no notes in their system of the chats. This person stated like the others she would have a supervisor to call me back and found no escalation within their system of anything. Finally at 4:55 when I called again after returning home the persons on the telephone texted me a message that I needed to call my bank, NO ONE EVER read the notes regarding what I needed to be done, and maybe a supervisor would call me at some point in time.This is ridiculously to simple to have a 12 dollar charge reversed and no one will follow suit or speak with you regarding the account even. They should know how to handle Mastercard disputes if they collect the information and charge the cards. I want then to contact my bank that issued the card and reverse those charges if in fact the charge was declined I should not have to wait 5 days.Customer Answer
Date: 02/13/2024
The above conversation happened today 02/13/24 evidently they are having trouble with their system and do not wish to say, today I used a credit card with a different expiration date and since the card was saved to their system I only had to add the security code.
These people will not address a problem and she even brought up yesterdays conversation and dilemmas with a different card. The information from the attempted charge was added to this communique.
Thank you
*******************************
Customer Answer
Date: 02/13/2024
Thank you BBB for your quick response to my complaint.
The company (POGO Energy) did call me back today with a reasonable resolution and and explanation ******* stated she would have to escalate to a different person after the incident today.
Respectfully
*******************************
Initial Complaint
Date:10/09/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 26 2023 I chatted with a pogo energy agent about moving and I told them to turn off my electricity October 1st 2023. They confirmed via chat that everything is good and that my electricity will be off and transferred to my new apartment . Not only has pogo energy been charging me this entire time unauthorized for both apartments but they have confirmed that I indeed did request that and its no immediate action to credit me. I have not been sent a email confirming they will be investigating. They will keep charging me until further notice until then illegally for two apartments.Business Response
Date: 10/13/2023
Please see ****'s response attached.Customer Answer
Date: 10/13/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:06/26/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There were several transactions from my bank account to ******************** equaling just over $1500.00. They were in increments of $40, $60 and $120. My debit card information had clearly been stolen and being used to pay someones energy bill. I live in ************* so obviously I wouldnt be paying an energy bill in *****. I reported this to my bank who filed a dispute, however that was on approximately on May 30th of this year and out of that amount, I have only received $87 deposited back into my account and the amounts that were deposited were not even the total amounts that were taken out of my account. The amounts deposited were $13.36, $3.11, $3.82, $60 and $13.82. only one $60 amount was deposited back. So since they have deposited a very small fraction back into my account it shows theyve received the dispute, knows its wrong but still have yet to give me the amount back that was stolen from me. It makes absolutely no sense why I would be given back amounts that do not even equally up to the increments that were taken out. Meaning all of the increments were $40, $60 and $120 so giving me back $3.82 makes no sense at all. Ive uploaded screenshots from my ************ app as proof. I have a newborn baby that was born at *************************** ***** **** in a hospitals NICU so this is extremely devastating as I work very hard for my money.Customer Answer
Date: 06/27/2023
The added files are proof of the credits that I have received thus far. Its clear theyve acknowledged the issue so why not refund/credit me back the entire amounts. Its also ******* CLEAR that my debit card information was stolen AND the fact that I do not have an account with this ********************** company.Business Response
Date: 07/07/2023
Thank you for the opportunity to address the complaint raised by the complainant regarding the unauthorized debit card transactions. Following are the results of our investigation.
The complainant is not a Pogo Energy customer and unfortunately appears to be a victim of fraud as her credit card may have been used to pay on one or multiple Pogo accounts. Pogo is not able to confirm the identity of the accounts or the credit card transactions processed by her banking institution since credit card information was not provided by the complainant.
There is a process between financial institutions and retailers for handling credit card disputes. Any unauthorized transactions that were processed by a banking institution must be disputed with the banking institution. At that time, if the transactions are found to indeed be fraudulent the banking institution will reverse the charge and provide a charge-back to Pogo on the account(s) that were fraudulently credited. This would result in the banking institution issuing a credit to the card in dispute and the Pogo account would be debited. In the complainants scenario, if the banking institution found the complainants credit card was fraudulently used on a Pogo account, the entire amount of the credit card charge would have been reversed and debited from the Pogo account.
To explain the varying amounts of credit on varying dates the complainant has received thus far and her statement that this proves we have received the dispute, if an account terminates service with Pogo prior to receiving a dispute or prior to resolution of the dispute, any remaining account balance from the Pogo account will be refunded to the card last used to make the payment(s). Therefore, receiving the varying amounts on various dates does not prove we have received the dispute but instead indicates the account terminated prior to receiving the dispute or resolution of the dispute.
After receipt of the complaint, we contacted the complainant. **** advised her (via email) she had already taken the best course of action by disputing the charges with her banking institution. We also explained the reason for the varying amounts of credit on varying dates the customer received (mentioned in the above paragraph).
We are sympathetic to the complainants situation, however, as previously stated, the best course of action for the complainant is to continue with her banking institutions credit card dispute process. Her bank will process accordingly and if fraudulent activity is found they will reverse the charges thereby crediting her credit card. For this reason, the desired resolution for a refund from Pogo Energy is not possible. The appropriate channels and existing banking institution processes must be followed for her credit card to be credited by her banking institution.
Sincerely,
Pogo EnergyCustomer Answer
Date: 07/13/2023
I have reviewed the business response.Initial Complaint
Date:05/30/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called several times to transfer my services to a new location 3 times. They told me i need 41 dollars in order to do so. When i paid the 41 dollars they then told me it wasnt enough. I have a disabled child who requires electricity! I dont have the extra Money that they did not tell me i needed. When asked to be compensated do to the mistake that 3 of their agents made they told me they could not help me! All this over 10$! After i told them several times that my child is disabled and requires a breathing machine all they could offer me was 5$! They kept hanging up on me telling me a supervisor would call me that was 2 weeks ago and iam still without power! Im truly in disbelief of the lack of compassion! And truly upset at the lack of willingness to do their job! And the current moment as Im writing this iam still on the phone after hours trying to get them to act on rectifying their mistake and they are refusing!Business Response
Date: 06/12/2023
Please see attached response from Pogo Energy.
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