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:08/08/2022

  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.

  Our current bill, due on 8/12/2022, amounted to $498.17 which is a 300% increase from last month's bill of $166.62. I have already set the auto pay for the $498.17 to come out of my account soon. We haven't changed any of our usage habits. No change in the number of persons living in the house. We don't have any new appliances. I am attaching here our bills from last year and this year to show the trend of our usage. Again we haven't changed our habits of usage. I believe something is wrong and I hope Gexa Energy can adjust this. Thank you for sparing a few minutes of your time to read over this complaint. I hope Gexa Energy will be able to adjust the bill. You have a blessed day.

  Business Response

  Date: 08/21/2022

  August 21, 2022

   

  Allin ******* **** ******** *** ***** ******** ** *****

  RE: BBB # ********

   

   

  Dear Mr. *******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that your current Gexa Energy bill is a 300% increase from your previous month’s bill, but you have not changed your usage habits.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 1/23/2007. Further review of your account indicates the following:

   

  • On June 25, 2022 Gexa Energy issued an invoice of $166.62 for a usage of 1319 kWh for the billing period of 5/24/2022 to 6/23/2022. This invoice qualified for the $100 Usage Credit on your plan.

  • On July 27, 2022 Gexa Energy issued an invoice of $498.17 for a usage of 2438 kWh for the billing period of 6/23/2022 to 7/25/2022. This invoice did not qualify for the $100 Usage Credit on your plan.

  • Upon review of the usage history at 3141 Spyglass Dr., this increase in usage appears to be in-line with seasonal usage changes. For example, in June 2021 the usage amount reported was 1423 kWh. The July 2021 usage shows an increase to 1865 kWh. Additionally, Texas has experienced record-breaking temperatures in the summer of 2022 causing higher than average usage reported across the area.

  • On August 18, 2022 a member of Gexa Energy’s escalation team reached out to discuss your billing concern, but you advised that you would prefer to speak with a supervisor and a supervisor callback request was submitted.

  • On August 19, you were able to speak with a Gexa Energy supervisor about your invoice. The supervisor explained the usage increase reported at your meter, causing the recent invoice to go above the 2000 kWh threshold for the $100 usage credit on your plan. However, you requested to move forward with your dispute and the supervisor submitted a Billing Dispute for your account. In the meantime, the supervisor applied a courtesy $100 bill adjustment and offered to renew the account to a plan that may better suit your needs.

   

  As indicated, Gexa Energy has invoiced your account in accordance with the plan selected and the usage reported by Oncor. A Billing Dispute has been opened at your request, and a courtesy $100 bill adjustment has been applied in the meantime. Please contact Gexa Energy at your earliest convenience if you would like to review other plan options. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/08/2022

  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.

  Our first bill for the period of May 21 - June 20 was $280 (we received a $100 credit, so really it was $380) with usage around 1800 kWh. During that month, our apartment was only inhabited from June 5 on. The next month, our usage was around 3700 kWh and a bill of $571 was given to us. We thought this would not be right and begun asking people in our apartment and who live nearby. Nobody we talked to is paying 1/3 of what we were billed and they keep their apartments cooler. Our neighbors in our apartment have the same unit and keep their air cooler and paid slightly over $200. After this bill, we kept lights off during the day, air at 78 during the day, and at 76 at night. This took place during 7/23 through 7/29 when we early terminated our contract. For that 6 day period Gexa said we used 780 kWh and needed to pay $150. Gexa predicted we would use over 3300 kWh for the period of July 23 - Aug 22 (even higher than the previous month). Oncor who does the meter reads told me what they were billing Gexa and Gexa was charging us 5 times as much. I described the issue to our new energy company and they were unsure how our usage was so high. From the dates of July 29 - Aug 8, (3 days longer than bill of $150 that Gexa sent us) our new company would charge us $67) SEE TIMELINE & BILLING IMAGES ATTACHED

  Business Response

  Date: 08/17/2022

  August 17, 2022

   

  Hannah ***** **** ******** *** **** ******* ** *****

   RE:  BBB # ********

   

   

  Dear Ms. *****,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have received several bills from Gexa Energy which are higher than what you normally see and higher than your neighbors’ bills. You are unsure as to how your usage could be so high, and Oncor has advised that Gexa is billing 5 times what they are billing.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 4/21/2022. Further review of your account indicates the following:

   

  • On May 23, 2022 Gexa Energy issued an invoice of $117.96 for an Actual usage of 569 kWh for the billing period of 4/21/2022 to 5/20/2022.

  • On June 23, 2022 Gexa Energy issued an invoice of $280.13 for an Actual usage of 1890 kWh for the billing period of 5/20/2022 to 6/21/2022. This invoice qualified for the $100 Usage Credit on your plan.

  • On July 22, 2022 Gexa Energy issued an invoice of $578.51 for an Actual usage of 2859 kWh for the billing period of 6/21/2022 to 7/21/2022.

    • Please note that your historical usage for this billing period in 2021 was comparable at 2717 kWh.

  • On July 27, 2022 our records indicate you contacted Gexa Energy to dispute your invoice and were connected with a supervisor. The supervisor explained that a meter test can be submitted to verify your usage amount, however SmartMeters generally register at 99% accuracy and if the meter test results conclude that your meter is functioning properly, an additional fee could be assessed by your TDU Oncor. The representative also advised that a free meter test can be performed once every four years, and suggested you contact Oncor for more information.

  • On July 29, 2022 Gexa Energy received notification that your premise had switched to another provider.

  • On July 30, 2022 Gexa Energy issued a Final invoice of $887.27 which included the previous balance forward of $578.51 and new charges of $308.76 for an Actual usage of 761 kWh for the billing period of 7/21/2022 to 7/29/2022, as well as an Early Termination Fee of $150 + tax.

  • On August 8, 2022 you spoke with a Gexa Energy supervisor regarding your billing dispute, and requested a credit on your account. The supervisor advised that the Early Termination Fee of $150 + tax will be waived as a courtesy, and you accepted.

  • On August 10, Gexa Energy issued an updated Final Invoice to reflect the ETF reversal of $154.78 and your payment of $578.51.

  • On August 11, Gexa Energy received a payment for $153.98. Your account is now closed and paid in full.

   

  As indicated, Gexa Energy offers invoiced your account in accordance with the plan selected and the usage reported by your TDU Oncor. As a gesture of customer courtesy, Gexa Energy has waived your Early Termination Fee and your account is now paid in full. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/04/2022

  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.

  I install solar panels in my house to preserve and save money on electricity, became Gexa customer on June 2022 since they advertise they savings for solar customers our first month everything was working perfect and we received a bill of $23.50 it was great since I finance the solar panels and also have installment payments form them. second month bill was ridiculously high $559.41 obviously there was something wrong I contacted customer service immediately and their customer service is not trained to answer questions about solar panels and electricity they where so confused so I ask to speak to a supervisor he also didn't know what to tell me so I submitted a dispute it took more than 20 on which I was afraid that my electricity was going to get cut off I have 2 babies in house and didn't want that to happen I receive another bill $310.34 and they had not solve my first billing dispute after sending many messages thru my account portal and calling several times I was told that the billing was correct and that there where no mistakes. Obviously there is something wrong not even without solar panels my electricity was so high I was obligated to get another electricity provider because they never did anything other than send bills for ridiculous amount of money now according to them my balance its $3.774.22 I demand for them to properly do a research and fixed problems in my account I am disputing this ridiculous charges and I need that account to be clear of any pending contract fee since they did not fulfill a good service.

  Business Response

  Date: 08/17/2022

  August 17, 2022

   

  Jonny ****** **** ********** ** ******* ** *****

   RE:  BBB # ********

   

   

  Dear Mr. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you have installed solar panels on your home and signed up with Gexa Energy’s solar program. However, your second invoice with Gexa was much higher than you anticipated and you submitted a dispute. Upon receiving your following invoice, you elected to switch providers due to the invoice amounts. You are disputing the invoices and request that your account billing be fixed.

   

  A detailed review of your dispute indicates that you began service with Gexa Energy on 4/29/2022 on the Gexa Solar 24 plan. Further review of your account indicates the following:

   

  • On July 8, Gexa Energy issued an invoice for $556.65 for a total usage of 3430.38 kWh.

  • On July 25, Gexa Energy issued an invoice for $310.34 for a total usage of 1986 kWh.

  • On July 26, Gexa Energy received notification that your service had switched to another REP effective that same day.

  • On August 1, Gexa Energy issued an invoice for the Early Termination Fee of $295.49 and the Non-Commodity Optimizer Monthly Fee of $10.77.

    • Our review of this invoice indicates that it inadvertently contained a balance forward of $3,467.96.

  • On August 4, Gexa Energy issued your final monthly invoice for a total amount due of $1,207.24, which included all the previous unpaid balances and the final charges of $6.16.

   

  As indicated, Gexa Energy has reviewed your account invoicing and confirmed that an invoice on August 1 for $3,774.22 is being corrected and you were only billed for the Early Termination Fee and the Energy Optimizer monthly fee that month. As a gesture of customer courtesy, Gexa Energy will reverse your Early Termination Fee of $295, leaving a final account balance of $883.92. Please be advised that Gexa Energy will issue you a corrected invoice with the amounts due. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  My account number for Gexa Energy is ********. I had a 12 month long contract with Gexa that expired in July of 2022. In late June, I called to ensure that once my contract ended I would not be put on any roll over plan as I had no desire to renew with this company. I also did not cancel my service, as the contract ended in a few days and I moved away. They ensured me over the phone that this would not happen and that any obligations were done once the contract ended. I check my email and then see they have charged ny $99 on 7/9. I find that strange but was busy so decided to worry about it later when I had time. I come back today and see the bill has now increased to $162 and they have enrolled me in a month to month plan AGAINST MY WISHES. The cancellation fee is $150, yet I never consented to any sort of contract with this company. The account literally says closed on their website yet they’re attempting to steal my money. I’m not paying this, I will seek legal counsel until these charges are removed from my account and the entire account is 100% CLOSED like I asked for it to be back in June.

  Business Response

  Date: 08/15/2022

  August 15, 2022

   

  Nwamaka ****** **** ***** ********** **** *** **** **** ****** ** *****

  RE: BBB # ********

   

   

  Dear Ms. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you contacted Gexa Energy in late June to ensure that your contract would not rollover to a month to month plan once it expired. You then received an invoice for $162 which included month to month charges.

   

  A detailed review of your dispute indicates that you began service with Gexa Energy on 7/8/2021. Further review of your account indicates the following:

   

  • On June 30, 2022 you contacted Gexa Energy customer care to request that your service be canceled on the last day of your contract, July 8. However, you requested not to cancel your service because you did not want to pay a cancelation fee.

    • The agent should have advised you that there is no cancelation fee for moving out of your premise, however our review of the call indicated that the agent instead did not submit a cancelation request which means that the service remained Active. The agent should have submitted a cancelation request for July 8.

  • On July 13, Gexa Energy received a request of a new Move In at the premise effective 7/15, thereby closing your account on 7/15.

  • On July 16, Gexa Energy issued an invoice of $162.12 which included usage charges of 157 kWh billed at the higher rollover rate of 20.9 cents per kWh since July 9, 2022.

  • On August 3, you contacted Gexa Energy customer care to dispute the final invoice because you had already called to advise that you had Moved Out on the 8^th. The agent advised that he would submit an adjustment request to remove the usage charges from July 9 until July 15, an adjustment of $32.81.

    • Gexa Energy has escalated your adjustment request to be completed as soon as possible. Once completed, your final account balance will be $129.31 for usage up until July 8.

   

  As indicated, Gexa Energy reviewed your original cancelation request and has submitted an adjustment request for $32.81 on your account because your service remained Active until July 15. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:07/21/2022

  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.

  I made two calls and I was on the phone for hours. This month, I went online to check my bill and the website stated that I owed $677. I could not afford that, so I tried to get an extension. When I clicked on the link to request an extension, it stated that I did not yet have a bill that was past due. I kept checking back to see when the system would allow me to set up an extension but it always said that my payment was not yet late. Then, suddenly, I received an email that stated that my service was due to be disconnected on the 21st. Upon receiving the message, I thought I could finally set up an extension for the payment. However, when I logged into my account, it said I had a zero balance. I knew I'd not paid, so I called Gexa. The customer service rep had a difficult time understanding but finally seemed to figure it out. He told me that he did see there was an error in the system but he'd made a note of it and reassured me that my electricity would not be cut off. I ended the call feeling reassured that the issue was resolved. The next day, I checked to see if the issues were resolved, but this time a see a bill of $1712. I called back and was told that I was double-billed. I requested an extension and was told that because the bill was late, I was ineligible. I explained that both reps stated there were errors with the account and again requested an extension. The girl put me on hold and then came back on the phone and stated that I had "just" paid with a check. I did not click on anything to submit payment and had not authorized it. She told me that I could cancel it w/bank. Today, my bank account is $1500 in the negative. I will cancel it and would like to be given an extension without disconnection. There were errors with their system that caused my situation. Additionally, I was advised by one of their reps, after my contract ended, in may to wait to sign up for another contract to avoid being locked into high rates for a year or years.

  Business Response

  Date: 08/08/2022

  August 8, 2022

   

  ******* ****** **** * **** ** ***** ** ***** *** **** * ********

   

   

  Dear Ms. ******,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you received a high bill from Gexa Energy which you attempted to get a payment extension for but were unable to. You then received a higher bill the following day, and a check payment was processed for the full amount which you did not authorize. You are requesting to receive an extension without disconnection.

   

  A detailed review of your dispute indicates that you began service with Gexa Energy on 5/6/2019. Further review of your account indicates the following:

   

  • On June 22, 2022 Gexa Energy issued an invoice of $677.06 with a due date of July 8, 2022.

  • On July 18, Gexa Energy identified that your original eBill for this invoice had not been generated and reversed the invoice of $677.06 in order to rebill with a new, extended due date.

    • Our records indicate you contacted Gexa Energy to state that your online account reflected a $0 balance suddenly, and the agent advised you that your invoice was going to be rebilled to you with a new due date, therefore providing you more time to pay and a payment arrangement could be provided at that time if you required more time to pay.

  • On July 19, 2022 Gexa Energy issued a new invoice for $677.06 with a new due date of August 4, 2022.  This invoice reflected that all late payment penalties had been reversed for your account.

    • Gexa Energy also issued your new monthly invoice for a total of $1,712.38 which includes the balance forward of $677.06.

    • You contacted Gexa Energy on July 19 to discuss the recent high bill, and the agent explained that Gexa Energy had reissued your previous month’s bill to extend the original due date. Your new monthly bill also generated with a balance forward for a total amount due of $1,712.38. You asked the representative for payment assistance with the bill, and while speaking with a supervisor, a payment of $1,712.38 posted via eCheck. You advised the agent that you had only removed yourself from Autopay online but did not authorize a payment; the agent explained that Gexa cannot process a refund until the processing is completed and advised you to contact your bank to cancel the payment.

  • On July 25, 2022 Gexa Energy received notification that your service was being Switched to another provider and closed your account effective that day.

  • On July 26, 2022 Gexa Energy received a Dishonored Payment for $1,712.38.

    • Gexa Energy also issued your final invoice for $226.18, for a total account balance of $1,938.56.

  • On August 6, 2022 Gexa Energy received a payment of $300.00.

   

  As indicated, Gexa Energy reissued your June 2022 invoice in order to extend your due date due to a delayed eBill. Gexa Energy received a payment for the full amount due on July 19, which has since been dishonored. As a gesture of customer courtesy, Gexa Energy has waived all of the penalties on your account. Please contact our customer care center at your earliest convenience if you still require a payment arrangement. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

  
  

• Initial Complaint

  Date:07/18/2022

  Type:Billing 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.

  I have moved to a new address -- my current address **** ***** *** **** **** ******** ** ***** -- under the Texas Administrative code related to REPs, as long as I can show prove that I have moved from the address, that contract ends -- I received an invoice related to my old address for $1,149.41 for ending the contract -- there is no penalty in Texas for moving and this is not a past due balance either -- Texas Administrative Code -- Utilities -- Title 16, part 2, chapter 25, subchapter R, rule 25.475 - under General disclosure requirements -- part C: (C) A contract is limited to service to a customer at a location specified in the contract. If the customer moves from the location, the customer is under no obligation to continue the contract at another location. The REP may require a customer to provide evidence that it is moving to another location. There must be no early termination fee assessed to the customer as a result of the customer's relocation if the customer provides a forwarding address and, if required, reasonable evidence that the customer no longer occupies the location specified in the contract. -- When I call GEXA, they keep telling me that a corporate supervisor is to call back to adjust this, but they have not done so -- and this issue has gone from customer service, to an escalation supervisor to a customer service supervisor --- but never to a corporate supervisor, which is the person who needs to right this off....it's "let me put you on hold" and long hold times and no one comes back on to help after 48 minutes -- my GEXA acct number is ********. They are doing everything possible to keep a corporate supervisor from calling back. My cell is ************. My lease was not being renewed due to the unit next to me caving in (and my ceiling started cracking) -- I have attached the non-renewal notice from the landlord. Thank you for your time.

  Business Response

  Date: 08/04/2022

  Tell us why here...

  August 4, 2022

   

  **** *********** **** ***** ** **** *** ******** ** *****

  RE: BBB # ********

   

   

  Dear Mr. ***********,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you moved your service to a new address and received an invoice related to your previous address for $1,149.41 for ending the contract. This amount is not for a past due balance and there is no penalty in Texas for moving. You are seeking to have the bill amount adjusted by a corporate supervisor but have been unable to speak with one.

   

  A detailed review of your dispute indicates that you began service with Gexa Energy on 8/9/2019. Further review of your account indicates the following:

   

  • Your account has been enrolled on the Budget Billing (also sometimes referring to as average billing) program since July 3, 2020. Attached is the original budget billing confirmation letter.

  • On June 18, 2022 you contacted our customer care center to schedule a transfer of your service to a new location with a requested Move Out date of July 16.

  • On July 11, 2022 Gexa Energy generated an invoice of $1,149.41 for a budget billing true-up. Please note that this true-up, as explained in the original confirmation letter, is a result of the deferred balance from each invoice while on the budget billing program. Each monthly invoice displays a deferred balance managed by the budget billing program which would become due once the budget billing program on your account ends. The budget billing program was cancelled for your account once the Move Out request was submitted and the true-up became due.

  • On July 18, 2022 you spoke with a supervisor who provided an explanation of the invoice and the terms of the budget billing program to you, and offered a courtesy account adjustment which you declined. You stated you are continuing to dispute this balance amount and your dispute was escalated to the care center manager.

  • On July 20, an adjustment of $1,366.15 was approved for your account. Your closed account at **** * ********* **** is now closed with a $0 balance.

   

  As indicated, Gexa Energy invoiced your account the budget billing true-up as a result of your enrollment on budget billing since July 3, 2020. As a gesture of courtesy, Gexa Energy has waived the entire final balance owed on your previous account. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department

• Initial Complaint

  Date:06/14/2022

  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.

  I have 2 accounts with them. The account at issue is *******-3 for 1*** ******** ** *** *** ********** TX 75006-6865 I mailed 2 checks to them in a single letter for invoice 32996573 (Check **** , amount $71.03 , invoice date: 3/3/2022) and for the invoice 32996533 (Check **** , amount $375.91, invoice date 3/3/2022) They cashed both checks on 03/18/2022 However they did not apply $71.03 on my account *******-3. Later they charged my credit card (Visa ending in ****) for the balance on 4/20/2022 This is not acceptable . They both cashed out my check and charged my credit card. I called them, I also sent a demand letter including cashed check image. They are not helpful at all. I am asking a refund and also compensation for time I had to spent to fix this issue .

  Business Response

  Date: 06/29/2022

  June 29, 2022

   

  ******** ***** *** ****** ******* ** ***** *** *** * ********

   

   

  Dear Mr. *****,

   

  Thank you for contacting Gexa Energy with your concerns. We appreciate your feedback. Your complaint states that you mailed two checks in one envelope to Gexa Energy, however one of the payments was not applied correctly and your credit card was also charged for the balance. You are seeking a refund of the amount as well as compensation for your time.

   

  A detailed review of your account indicates that you began service with Gexa Energy on 11/23/2021 at **** ******** *** *** ***. Further review of your account indicates the following:

   

  • On 4/6/2022 our records indicate you called to inquire about a check payment you had sent on 3/15/2022 for $71.03. The representative confirmed that the payment had not yet been received and submitted an inquiry to our Accounts Payable team with the information provided to investigate the missing payment.

    • However, in our review we have identified that the representative submitted the request incorrectly.

  • On 4/20/2022, Gexa Energy auto-drafted a payment of $148.64 which included the previous balance forward of $71.03.

  • Upon investigation of your concern, we have identified that the payment of $71.03 was misapplied to the incorrect account. We have identified the payment and will be working to post it to your account as soon as possible, as well as issuing a refund for $71.03 to your credit card on file.

   

  As indicated, Gexa Energy has identified the misapplied payment and is working to post it to your account ASAP. We apologize for any inconvenience this issue may have caused you. Gexa Energy is committed to improving the customer experience. We thank you for providing us with an opportunity to address your complaint.

   

  Sincerely,

   

  Gexa Energy Customer Relations Department