ComplaintsforReliant Energy

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Upon returning from vacation, I was shocked to discover that my electrical service had been transferred to Reliant Energy without my authorization. They suggested that I must wait three months for the transfer back to my original provider. Of course this is occurring during peak energy use season.

  Business response

  06/10/2024

  *** ****’s Response to BBB Case * ********

  At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
  
  Issue
  
  *** **** received a complaint on May 31, 2024, disputing the enrollment of ***** ****** *** **** electricity supply account.
  
  History
  Ms. ***** enrolled this electricity supply account with *** **** at ******* in New Castle on May 11, 2024. As part of the enrollment, Ms. ***** attested that she was at least 18 years old and was authorized to make changes on the accounts and was presented with and accepted the Disclosure Statements for the account, which contained all required disclosures, including that the electricity supply plan was for a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Disclosure Statements also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utility’s supply rates. Following the enrollment, Ms. ***** was emailed the Disclosure Statement for the account, which further served to reiterate all the terms of the *** **** supply plan, including the price terms and the right to rescind the enrollment. Ms. ***** did not exercise the right to rescind, and the electricity supply account started service with *** **** on May 23, 2024, as determined by the local electricity utility, ******** Power.
  
  On May 28, 2024, *** **** received a call from Ms. ***** disputing the enrollment and requesting to cancel the account as she did not recall enrolling with *** ****. The representative immediately processed the cancellation request and explained when, where and how the enrollment occurred. The *** **** electricity account ended service on May 31, 2024, as determined by ******** Power.
  
  Resolution
  
  *** **** called Ms. ***** to discuss her complaint and share our findings on May 31, 2024, June 3, 2024, and June 4, 2024.  Unfortunately, our contact attempts were unsuccessful, and voicemails were left each time explaining the purpose of the call and requesting Ms. ***** return our call. Although *** ****’s documentation confirms that the enrollment was authorized, a check for the total supply charge has been processed which Ms. ***** will receive within 10- 14 business days. *** **** considers this matter closed.
  
  
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.

  Customer response

  07/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  ***** *****
  *** * ****** ** ******* ** *****
  
  
  Dear ***** *****:
  
  This message is in regard to your complaint submitted on 5/30/2024 against Reliant Energy.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ______X______Yes    _____________No
  
  If yes, when was the issue resolved?
  
  _5/31/24____________________________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  ____________________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  ______No_____ If so please include a copy of your filing or judgment for our files.
  
  Signature: _***** *****_________________Date: ___6/28/24______________________
  
  Please respond just as soon as possible to this inquiry.  Feel free to email the information to [email protected] ; make sure to reference your case number.
  
  Regards,
  

  
  

  
   
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We Issued Billing error notice, company violated rights by ignoring the written notice per the law and insisted we only speak with them over the phone. They stated the error was notated but they did not follow law or procedure because they personally did not fill it was sufficient. The company Reliant continued violating our rights issuing action against us with the active billing error dispute, company never tried to resolve and insisted we pay of receive more fraudulent late charges. Reliant (an NRG Company) has employees and representatives who have admitted to violating their customers rights daily and will continue to.

  Business response

  04/24/2024

  Reliant’s Response to BBB Case # ********

  At Reliant, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  

  Issue
  

  IWP Associate’s complaint against Reliant Energy concerns billing errors. IWP Associate states that Reliant has violated rights by ignoring the written notice per law and insisted they contact Reliant by phone. IWP Associate states that they are being charged fraudulent late charges, IWP Associates is requesting the that the billing errors be corrected.

   

  History

  On March 11, 2024, an invoice for $70.57 for the billing period February 21, 2024 through March 8, 2024 due March 27, 2024 was sent.

  On March 27, 2024, Ms. Schafa Hailer contacted Reliant to advise that there were errors on the bill. The representative provided the email address for Ms. Hailer to express her billing concerns via email.
  

  On March 30, 2027, an email was received from IWP Associates stating that they believed that there were billing errors.
  

  On April 1, 2024, an email reply was sent from Reliant providing a breakdown of the sent on March 11, 2024.
  

  On April 3, 2024, an email response was received from IWP Associates stating that the billing concerns weren’t addressed.
  

  On April 10, 2024, an invoice for $224.94 for the billing period March 8, 2024 through April 9, 2024 due April 26, 2024 which included a Balance Forward for $70.57, Current Charges for $140.84, Disconnect Notice Fee for $10.00 and Late Payment Penalty for $3.53 was sent.
  

  On April 17, 2024, service at the address were disconnected due to non-payment. Taylor from TWP Associates contacted Reliant regarding the issue. A reconnection request was sent, and a Consumption Dispute was sent on behalf of the account.
  

  Resolution
  

  Records reflect that the account that the invoice sent on March 11, 2024, was not processed by the due date which resulted in the Late Payment Penalty Fee for $3.53 and Disconnect Notice Fee for $10.00 being applied to the account. Additionally, the account is invoiced based on the meter readings of the usage received from the utility company. The consumption dispute is currently under review, however as a customer service gesture, the Disconnect Notice and Late Payment Penalty fees have been waived. IWP Associates will be contacted by a representative with the resolution of the consumption dispute.

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Reliant has violated several United States Codes: Title 15 subsection 1666, they failed to send acknowledgment of our written billing error in the statement. Reliant continued to take action against us even after acknowledging they received our Billing Error request in March of 2024 and closing it in May of 2024. Reliant has also violated our right under United States Codes: Title 15 subsection 1666d, Treatment of credit balances. The statement has been in excess of $1, however reliant refuses to credit the amount of the balance to the account per the United States Code. Reliant continues to intimidate and has now gone beyond threating us to fraudulently disconnecting service. They lied on our voicemail by stating the credits were applied, however they still disconnected for actions taken during billing error. Reliant is in gross violation of our rights and we are seeking Litigation.
  

  Business response

  05/24/2024

  Reliant’s Response to BBB Case # ********

  At Reliant, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  

  IWP Associates have been billed in accordance with the Electricity Facts Label (EFL) and Terms of Services (TOS) of the Monthly Flex Plan for Business. Customer was previously advised invoices are billed based on actual (not estimated) consumption and plan terms.
  

  Prior to the invoice due dates, Reliant has confirmed that no billing errors were presented. Additionally, a response was submitted through the Better Business Bureau regarding IWP Associates billing error claims. At that time, no billing errors were reflected.

  As a previous customer service gesture, a credit was applied for $40.00, a late payment penalty of $3.53 was reversed and a disconnect notice fee of $10.00 was reversed. – Credits reflect on May 10, 2024 invoice.

  As a final customer service gesture, fees have been reversed for the Disconnect Notice Fee, Disconnect Recovery Fee, and Late Payment Penalty. All supporting documents are provided below. At this time, Reliant has confirmed no billing errors are presented and no additional adjustments will be made. $138.11 is due by May 28, 2024. Customer is responsible for consumption usage billed. Any further payment made after the due date of the billing would be subject to fees associated with the EFL and TOS of the Monthly Flex Plan for Business.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started NRG energy in 2020 through Samsclub, when they told me that the rate is 0.0825. Then only few months later they increased the rate to 0.115 on Sep14 2020, then to 0.1205 on Sep14, 2021, then to 0.134 on Dec 13, 2021. In total, the rate increased by 62.4%! Whereas the average rates for PA energy is around 0.1. See this link: https://ycharts.com/indicators/pennsylvania_electric_utility_retail_price. Even if this plan is variable rate, the rate should not be too much above the average. The unreasonable rates led to a increase of $300 in electricity bill just for the past 12 months alone. More important, I have not received any notice regarding the rate increases. In addition, based on Samsclub's benefit, they should send yearly credit but I only received the credit for 2020 thus far.

  Business response

  09/15/2022

  At NRG Home, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  NRG Home received a complaint on September 9, 2022, regarding the pricing of Mr. ****** NRG Home electricity supply account.
  
  History
  
  Xiaosong **** enrolled this electricity supply account with NRG Home on February 21, 2020. As part of the enrollment, he attested that he was authorized to make changes on the account and was presented with and accepted the Terms of Service for the account, which contained all required disclosures, including that the electricity supply plan was for a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utility’s supply rates. On February 24, 2020, Mr. **** was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the NRG Home supply plans, including the price terms and the right to rescind the enrollment.
  Mr. **** did not exercise the right to rescind and the account started service with NRG Home on March 3, 2020, as determined by the local utility, Penn Power.
  
  On August 31, 2022, NRG Home received a call from Mr. **** requesting the cancellation of the account. This request was processed immediately and the account stopped service with NRG Home on September 15, 2022, as determined by Penn Power.
  
  Resolution
  
  Upon receiving this complaint, NRG Home called Mr. **** regarding this BBB Case on September 14, 2022.  A NRG Home representative and Mr. **** discussed the enrollment and terms of the plan Mr. **** enrolled into. Mr. **** accepted a price adjustment for the last three invoices as resolution of his complaint. NRG Home considers this matter closed.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to express what a scam this company is. I live in **. I was harassed down in * ******* **** *** *** **** **** ***** ***** ** *** ****** ********* etc all this to just deflect how they are scamming me. i signed up and my charges have doubled !!!!!! i called to explain and they said they owe me nothing because i signed. i offered to take responsibility in signing and they wanted to take NO RESPONSIBILITY for what i was sold and told !!!! it is very sad that this company takes no responsibility in just taking peoples money. WHY IN A COMMON SENSE MIND WOULD SOMEONE SIGN UP FOR SOMETHING MORE EXPENSIVE THEN THEY ARE ALREADY PAYING?!!! then i was told i am paying something towards *** ******** ******** ** ******* which again was never agreed to or even told to me!!! please please please whatever you do do not believe or listen to anything they say!!!!!!! don't let them deflect with stories or *** if i could give the biggest red flag in the world i would.

  Business response

  09/02/2022

  *** ****** Response to BBB Case # ********
  
  
  At *** ****, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  *** **** received a complaint on August 30, 2022, regarding Ms. ******’s pricing with *** ****.
  
  History
  
  Ms. ****** has been a customer of *** **** since June 2022.
  Ms. ****** enrolled her electricity supply account with *** **** on June 24, 2022. As part of the enrollment, she attested that he was authorized to make changes on the account and was presented with and accepted the Terms of Service for the account, which contained all required disclosures, including that the electricity supply plan was for a 3-month introductory price which continued at monthly variable pricing after the introductory period. The Terms of Service also expressly stated that *** **** does not guarantee savings and that our monthly supply prices may be higher than the utility’s supply rates. On June 25, 2022, Ms. ****** was emailed the Terms of Service for the accounts, which further served to reiterate all the terms of the *** **** supply plans, including the price terms and the right to rescind the enrollment. Ms. ****** did not exercise the right to rescind and the electricity supply account started service with *** **** on July 28, 2022, as determined by the local electricity utility, ******** ******** ***** *******.
  On August 30, 2022, *** **** received a call from Ms. ****** regarding the pricing of her account and requesting the cancellation of her account.  An *** **** representative reviewed the pricing terms with Ms. ****** and sent Ms. ****** a courtesy credit to resolve her concerns. The cancellation request was processed immediately and the account is  scheduled to end service with *** **** on September 26, 2022, as determined by ******** ******** ***** *******.
  Resolution
  
  Upon receiving this complaint, *** **** called Ms. ****** regarding this BBB Case on August 31, 2022.  An *** **** representative and Ms. ****** discussed the account pricing, confirmed the service end dates on the account and offered to process a price adjustment for her last invoice, which Ms. ****** accepted the offer as resolution of her complaint. Ms. ****** stated her concerns were resolved. *** **** considers this matter closed.
  
  For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer of Reliant for years. Last year I was attempting to change to another electric provider and was unable to switch due to a switch hold on my account. I called and spoke with several reps and finally was told that they had lifted the hold from my account, which should have never been on my account. I ended up staying with Reliant because I didn't feel like going through all the hassle. I contacted Power Wizard a couple of weeks ago and advised them please find me a better rate. I agreed to switch to another service provider for a better rate and was advised I can't switch because of a hold on my account.. This is horrible Reliant will place a hold on your account and refuse to remove the hold to force you to stay with them. This should be illegal. I don't owe Reliant anything as a matter of fact I have had a credit balance for over 6 months. I want this hold removed from my account immediately so I can pick and choose who I want as my electric pr provider. Account 71696198-2

  Business response

  02/15/2022

  Please see attached response. Thank you. 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please note Reliant Energy incorrectly charged me an additional $78 in my Reliant Energy Final Bill for the consumption during the day of 1/26/2022. Please note the charge of $78 for only one (1) day consumption is incorrect since I did not even have electricity service with Reliant on 1/26/2022. Please find attached the Proof of Service Letter that confirms Reliant did not provide electricity services on 1/26/2022. I tried everything possible but did not have the issue resolved, I spoke with multiple customer service representatives and emailed Reliant Energy at [email protected] and [email protected]

  Customer response

  01/31/2022

  Better Business Bureau:
  
  This letter is to inform you that Reliant Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/28/2022 and assigned ID ********.
  
  Regards,
  
  

*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. ↩