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Initial Complaint
06/20/2024
Complaint Type:
Billing Issues
Status:
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.
A fraudulent account was opened by a woman named ****************************** for electric service at ***************************************. She used the my married name, *********************, to open the account. I have been divorced since 2012. In 2018, I legally changed my name and all identification to reflect my maiden name, ****************************. I have never lived at this address, and I don't know who this person is or how she obtained my personal information. I also don't know how she was able to open a utility account without verification of her identity. I have filed an identity theft report with the *** (attached) and I have filed a police report with the Montgomery County (TX) ***************** case #**A130039. Credit Management LP, Ambit's collection agency, contacted me in early May, which is when I found out about the fraudulent account. I have had no success in resolving the issue with the collection agency, and Ambit's overseas call center refuses to route my call to a local agent who can assist with this issue. Credit Management has now reported this fraudulent account on my credit report, adding another layer disputes to resolve.
Business response
07/02/2024
Dear BBB Staff,
Thank you for notifying us of Ms. ******************* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account shows that ********************** received an online enrollment request for *************************. Ambit Energy does not have a record of an enrollment dispute or request to rescind.
Services cancelled with Ambit Energy as of 02/12/24 and the account was left with an outstanding balance due of $202.08. Ambit Energy did not receive a payment for the final balance due, therefore, the outstanding balance due of $202.08 was referred to a collection agency.
An Identity Theft claim investigation has been conducted and validated. An adjustment is being placed on the account for the outstanding balance due and request for the account to be deleted from the credit reporting agency will be submitted that can take ***** days.
Sincerely,
Ambit Energy
Initial Complaint
05/30/2024
Complaint Type:
Billing Issues
Status:
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.
Account # ******** ************ has attempted to refund my deposit several times, but they're unable to send to my correct address. I've called multiple times to explain the issue with the conflicting addresses. For example: They sent it to my friends address without including the their apartment number, which we confirmed with them.Next, they tried to send to my address in ***********, but AGAIN did not include the apartment number, which we confirmed with them.I have not received any of my money , and I have tried resolving with them several times with no results. please help.thank you **************
Business response
06/14/2024
June 14, 2024

Via BBB Online Complaint Portal

Re: *************************; # ********

Dear BBB,

This letter is in response to the complaint filed by ***************************** on May 31, 2024, regarding Ambit Energy. ********************** states Ambit has attempted to mail her refund deposit several times; however,the mailing address was incorrect. ********************** wishes to receive her deposit refund.

Records show on 01/11/24, ********************** was contacted by Ambit Energy regarding her refund in the amount of $164.20. An Ambit representative informed ********************* that Ambits third-party vendor, NorthLane, had confirmed check # ****** was mailed on 04/03/23. The Ambit agent confirmed the mailing address on record with ********************** to which she advised that the apartment number was missing. The Ambit agent updated the mailing address and provided ********************** with NorthLanes contact number ***************). ********************** was advised to contact ********* directly to request a re-issue of the refund to be mailed. ********************** acknowledged and gathered the contact information provided.

Upon receipt of Ms. ********** complaint, Ambit Energy submitted a re-issue request to NorthLane with the mailing address ********************************************* Apt# **** ***********, ** -37405. On 06/13/24, an Ambit representative spoke with ********************** and advised to allow 21 business days to receive the refund via US postal service. ********************** was provided with NorthLanes direct contact number as well in order to monitor the status of her refund. ********************** was satisfied with the resolution provided.

Ambit Energy sincerely hopes this meaningfully responds to the above inquiry. If you have any questions,please do not hesitate to contact me by email at *************************************.

Sincerely,
Callissia ******
Ambit Energy
Customer ******** Services
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I live in a 55+ plus community and my electric has been interrupted due to the storm. Ambit Energy is my electric provider and I have just been notified that my power will not be turned back on until 05/30/2024. This is not acceptable because I live in a 55+ plus community. The average age is 75 and we cannot be without electric until 05/30/2024. Would you please escalate our service to be turned on today 05/28/2024?Thank you.
Business response
06/06/2024
Dear BBB Staff,
Thank you for notifying us of Mr. **************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account showed that the customer experienced a loss of power due to a storm that affected many households in Texas the week of May 28. ************ contacted Ambit Energy to inquire on the loss of power he was experiencing. The Ambit Energy representative informed the customer of the experiencing outage in his area. The customer was referred to the Transmission and Distribution Utility (TDU) for further information regarding the timeframe for services to be restored as Ambit Energy cannot speak on the timeframe for TDU technicians to complete restoring power. Please note, the Ambit Energy representative did not inform the customer of services to be restored until 05/30/24. Records show that the customer regained services prior to 05/30/24.
Sincerely,
Ambit Energy
Customer response
06/06/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
05/14/2024
Complaint Type:
Billing Issues
Status:
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.
The billing due date was 2/13/24 for billing cycle of 1/11/24-2/12/24. They are charging me an additional $270 for usage that does not exist after having a credit (which was paid to them) enough to cover the $196.36 for the 32 days of usage through their company. I terminated early my contract which per my agreement would only be a charge of $199.
Business response
05/20/2024
Date: 05/20/24 BBB Case#: ********

CP NAME: ********************* Date Received: 05/15/24

Service Address: ************************************************************************ BBB Due Date: 06/05/24

Customer s Complaint
********************* alleges that during the billing cycle of 01/11/24-02/12/24, she was charged an additional $270 for usage that does not exist after having a credit balance. ************ acknowledges she terminated her contract early and states she was advised she would only be billed $199.

Issues and Resolutions:
Dear BBB Staff,

Thank you for notifying us of ************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.

A review of the account shows that *************************** enrolled for electric service under Ambit Energys Summer ***** 24-month fixed rate plan for residential **************** TX account number -***************** for the service address referenced above. The current product enrolled included an energy rate of ****** per kwh with an early termination fee of $199.

On 02/12/2024, Ambit Energy received a drop due to switch notification from TDU Oncor Delivery with the effective end date of 02/12/2024.
02/13/24: Final Invoice 504C2B5 in the full amount of $270.52 was billed. This invoice reflects the credit balance forward of -$226.20 and the current billed charges of $496.72 for the service period 01/11/24-02/12/24. An early termination fee of $199 was included in the current charges.
Records indicate a final notification letter was sent on 03/01/24. The letter indicates that the outstanding balance of $270.52 would need to be received no later than 03/21/24 to avoid collection efforts.
On 04/30/24,the account balance of $270.52 was assigned to collections. Upon receipt of the customers complaint, an ********************** representative contacted ************ by email in which she was provided with direct contact information if ************ wishes to further discuss her concerns.

Sincerely,
Ambit Energy
Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
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.
I received a notice that I have a collection from CREDIT MANAGEMENT LP on my credit report. It says it was opened on 12/29/2023 for $689.00 with account number starting in ******** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.
Business response
04/26/2024
Dear BBB Staff,
Thank you for notifying us of ************************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account shows that ********************** has a record of ******************************* enrolling for services with Ambit Energy on 08/13/20. Please note, Ambit Energy does not have a record of the customer contacting ********************** regarding an account enrollment dispute or inquiry. Records show that Ambit Energy received continuous payments during account tenure in addition to the customer contacting ********************** for account assistance throughout account tenure via the contact number provided within the BBB complaint form.
Records show that **************** contacted Ambit Energy on 10/11/23 and requested a cancellation of the service that took effect as of 10/13/23. The account was left with a final account balance due in the amount of $689.25. Ambit Energy did not receive a payment; therefore, a last chance letter was sent to the customer advising them of the final balance due of $689.25 due by 11/28/23 before being referred to a collection agency. Please note, Ambit Energy does not have a record of the customer contacting ********************** regarding account and balance assistance until 02/24/24.
Ambit Energy received a payment on 04/03/24 from the collection agency on behalf of the customer to settle the account. The account is cancelled with no balance due and request to have the account removed from the collection agency was submitted. The account has been updated to reflect as Paid Charge Off upon receipt of the payment that satisfied the outstanding balance due.
Sincerely,
Ambit Energy
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My lights are off I paid my bill!! They cut my lights off cuz they said someone stole my information!! It's not my problem!! My credit is very bad why would someone steal my information?!! Makes no sense it's very cold where I live at and I'm having heart problems
Business response
04/11/2024
************************
******, ** 75039
www.ambitenergy.com
Date:
04/11/2024
BBB Case#:
********
CP NAME:
*************************
Date Received:
03/27/2024
Service Address:
**************************************************************************************************
BBB Due Date:
04/10/2024
Customer s Complaint
***************************** alleges she was disconnected after she paid her recent invoice. **************** states she was advised that someone stole her information. Per the customer she does not have good credit and she has a medical condition.
Issues and Resolutions:
Dear BBB Staff,
Thank you for notifying us of ******************************* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account shows that **************** enrolled for electric service on 02/01/24. was under the Ultimate Perks 12 plan customer of ********************** for residential **************** ** account number -***************** for the service address referenced above.
Records show on 02/01/24, Ambit received a drop due to switch with the effective end date of 02/02/24. Furthermore, as of 02/02/24, Ambit sent a disconnect notice letter indicating that our verification process has determined that questionable information may have been provided to us related to the energy enrollment. The letter states that Ambit has reason to believe that the Name and ID (SSN and/or drivers license number associated with this account is invalid. The notice stressed the importance of contacting Ambit within 10 days of the date of the notice by 02/12/24, to avoid disconnection of the service account. A review of the account shows no record of contact received from the customer.
? 02/04/24: Final Invoice ******* in the full amount of $206.70 was sent to the customer.
On 02/23/24 Final notification letter was sent to the customer indicating the final charges in the amount of $206.70 was due no later than 03/14/24 to avoid collection placement. On 03/01/24, the balance amount of $206.70 was cleared due to fraud detected.
As of 03/06/24, Ambit received a CheckFree payment in the amount of $130, reflecting a credit balance of -$130.
On 03/27/24, **************** contacted Ambit to inquire why she was without power. Ambit Office of the President **** agent informed the customer of the fraud detected upon receipt of her initial enrollment on 02/03/24. The customer was informed that Oncor sent notification that her service is active with another energy company. **************** was instructed to contact Oncor to determine who her energy provider is. The customer acknowledged that she understood. Finally, Ambit submitted a refund request for the $130 deposit. As of 03/29/24, the refund of $130 was processed the customer can expect to receive a **** MasterCard mailed to the service address within 4-6 weeks.
If **************** wishes to discuss her complaint further, she may contact me directly at **************.
Sincerely,
Ambit Energy
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They turned of my lights with no disconnection notice
Business response
04/02/2024
Dear BBB Staff,
Thank you for notifying us of Ms. ***************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account showed that as of 03/18/24, an invoice was sent to the customer in the full amount of $828.01 in which $592.15 pertained to an outstanding past due balance. Contrary to the customer assertions, a disconnection notice was previously sent to the customer on 02/02/24 and 03/05/24 advising of the outstanding balance due to avoid a disconnection of service. Ambit Energy received a partial payment in the amount of $10.00 on 03/19/24. Ambit Energy did not receive an additional payment, therefore, a disconnection of service occurred on 03/20/24.
The customer contacted ********************** regarding the disconnection of service and was informed of the outstanding balance due for a reconnection of service. Ambit Energy has not received payment for a reconnection of service. Please note, the customer has been provided with a payment plan in the past that has not been satisfied and the last full balance payment received by Ambit Energy was on 08/10/23. The customers Ambit Energy account has been having recurring outstanding balances. A service reconnection will be completed upon receipt of the account outstanding balance due.
Sincerely,
Ambit Energy
Initial Complaint
03/07/2024
Complaint Type:
Billing Issues
Status:
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.
When I first opened my account with ********************** I made a down payment and was told that I could make payments online. Close to due date I went online and discovered the account was still pending and no bill amount was showing. I called in and learned that they had cancelled my account without my permission. They stated that I did not receive my down payment. I advised them that it was made and that I have the receipt. So then they said they found the down payment, they had to reopen the account under new account number. The first statement came and I paid it. When the second statement came I noticed the bill charge was extremely high. I called in and they read me usage that was incorrect. I advised that per the plan I have I should not be paying more than $60 a month. I requested to have the meter tested and that I am present for this. They had issues with Oncor trying facilitate this and I have been trying to resolve this with them for some time now. Now they are threatening to disconnect my service and are demanding that I am responsible for someone else's energy usage. I need assistance resolving this, I would like to keep my services and be charged only for what I use. I do not own TV's, computer or radios and I am not home during the day so everything is off. I would also like a refund for being charged incorrectly. Additionally, I am requesting that my energy service remain connected as this is Ambit's error. I am also requesting a True Bill.
Business response
03/21/2024
Dear BBB Staff,
Thank you for notifying us of Ms. ****** Buttss concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account showed that services initiated with Ambit Energy in November 2023
under the Free and Clear Nights 12-month term with an applicable daytime rate of $0.2455 per kWh (6:00am-8:59pm). On 01/30/24, an invoice was sent to the customer in the amount of $245.42 which included billed estimated usage. Ambit Energy was also notified of the premise meter being replaced due to the meter display not working. Ambit Energy was also informed that the estimated usage was specific to the customers premises and not another premises meter or location.
In summary, a review of the account showed that the customer was billed in accordance with the usage reported and account product. The customer was still not in agreement as believed the estimated usage was high and did not belong to her premise. A High Usage dispute was created and sent to the *** via Marke Trak #******* for processing in attempts to further assist the customer and we are currently awaiting the resolution. Should Ambit Energy receive any cancel/rebill or adjustment transactions, those will be processed accordingly.
Sincerely,
Ambit Energy
Customer response
03/21/2024
I received the response from Ambit Energy and based on the information provided, I see that the investigation is still underway. I am asking that services remain uniterrupted until a feasible resolution has been found. As I explained to Ambit Energy, I live alone in a small unit, I do not own TV's, computers or any electronic devices that will run the bill up to $245 a month. I also advised that I am not home during the day and all power is off. There is no possible way I have used the amount of energy they have shown. I am big on conserving energy so I know I am not using the estimated amount they are charging based off a broken meter that the previous tenant had before me. When I started the account I was not made aware that they would charge an estimated amount, the plan I chose was to bill me according to what I use and nothing more. So again, I am requesting that my services remain untouched until proper resolution is found.
Customer response
04/17/2024
The business has failed to reach out to me for proper resolution and is threatening to shut off service while there is an opened investigation. They have admitted to putting the wrong meter on my account and persist on making me responsible for energy usage I did not use. I would like this complaint to be posted for the media. How do I go about doing so?
Business response
04/30/2024
In reference to the additional information provided by **************************, records show that ************** spoke to an Ambit Energy representative who informed the customer of the high usage dispute resolution received. Ambit Energy received the high usage dispute resolution informing us that the billed usage and charges were accurate, and no adjustment was warranted. The customer is encouraged to contact TDU Oncor for further assistance regarding meter disputes or inquiries. The customer is also encouraged to contact ********************** for payment plans assistance to keep her account in good standing and avoid a disconnection of service.
Sincerely,
Ambit Energy
Customer response
04/30/2024
I am rejecting this response because: I have reached out to Oncor and have learned the charges that Oncor has charged Ambit Energy for my account. According to the plan that I have with Ambit Energy, the amount that they have charged is not accurate, it is ridiculously high. I was also informed by Oncor that even though Ambit energy says my nights are free, they are indeed charging me for them which is why the bill is extremely high. I have a free nights plan and some how Ambit Energy is charging me for the free nights, because I have explained that I am rarely home during the day where the charges should occur. I occupy a small unit and have no TV's, computers etc and I'm home mainly at night when it should be free. Ambit Energy is not an honest company, they are false advertising, lying to their customers about providing free nights only to charge them for it on the back end. This is not right, there should be laws against this. Had I known Ambit would charge me for the free nights, I would have never agreed to do business with them. It should not be legal for them to lie and false advertise.
Business response
05/23/2024
In reference to the additional information provided by **************, Ambit Energy reiterates that the customer was billed in accordance. ********************** has not received any indication or notice from Oncor regarding billing discrepancies. Invoices sent to the customer display the breakdown of billed charges that included the usage billed for daytime usage and the nighttime usage excluded from the charges. The customer also had the ability to view these usage details and track premise usage via her online My Ambit Account (MAA). Should ********************** receive any billing correction or adjustments requests from the *** Oncor, those will be processed accordingly. Services are cancelled with Ambit Energy and the customer is able to request payment plan assistance by contacting us.
Sincerely,
Ambit Energy
Customer response
05/23/2024
I am rejecting this response because:
I am currently with a different Energy company and my recorded usage is significantly lower than what Ambit Energy is saying I used. Not to mention I called called and spoke with Oncor myself and they provided me with lower usage numbers used on the account with ********************** than Ambit recorded and billed me for. The bottom line is, their free night plan is a scam and they have falsified my usage in order to charge me for the "free nights." Ambit Energy has been sued in the past for this very reason and I am now a victim of their false advertising schemes. I will not be responsible for such a ridiculous bill. And if Ambit tries to put this on my credit I will seek legal action against them.
Best Regards.
Business response
06/03/2024
In reference to the additional information received, we have reviewed the billed usage to the recorded reported usage by Oncor and we have confirmed it was correct. Ambit Energy has not received any indication of a usage dispute from Oncor. In addition, Ambit Energy has not received an adjustment request from Oncor as records show that the customer was billed in accordance to the usage reported and account product. ********************** reiterates that the customer was billed properly. As a customer gesture, a $50.00 credit adjustment has been placed on her account.
Sincerely,
Ambit Energy
Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I received an electric bill twice the price of the previous month at $403. I asked my meter to be tested as I have never had a bill that large. I even talked to my apt manager and they also said they have never seen a bill that high for even units larger than mine. Oncur came out and tested my meter, claimed it was fine, but did replace it. ***** claimed they replaced to do other reasons than faulty meter. I do not agree with paying an extra large bill when meter needed replacement. I have already paid bill as I don't want my lights turned off but I do not feel that this bill is an accurate use when meter needed replacement.
Business response
03/21/2024
Dear BBB Staff,
Thank you for notifying us of **************** concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account showed that ******************* has been enrolled for service with Ambit Energy since 08/11/23 under the Lone Star Basics 12-month term with an applicable rate of $0.1392 per kWh (***** kWh), $0.0696 per kWh (501-1000 kWh) and $0.1392 per kWh (>1000 kWh). On 02/09/24, an invoice was sent to the customer in the full amount of $595.54 which included a past due balance of $192.20 for the previous months invoice that remained unpaid.
The customer contacted ********************** on 02/16/24 and requested a meter test request that was submitted to her TDU Oncor for processing. Ambit Energy received the meter test resolution advising of readings to be correct. Ambit Energy also received notification of the meter being exchanged. Oncor has confirmed that the meter was replaced to update the meter display and not because it was not working properly. ************ has requested to have services cancelled with Ambit Energy as of 03/26/24.
In summary, a review of the account showed that the customer was properly billed in accordance with the usage reported and account product. Services are scheduled to cancel as of 03/26/24 per the customers request.
Sincerely,
Ambit Energy
Initial Complaint
03/06/2024
Complaint Type:
Billing Issues
Status:
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.
Hello, I was always on time on this account. I used **********************'s services for six months while my home was renovated. I am been charge an amount $406 which I have not idea what it is.
Business response
03/12/2024
Dear BBB Staff,
Thank you for notifying us of ********************* concern with Ambit Energy as referenced above. Ambit Energy has completed its research and investigation into complaint #******** and has documented its findings and actions taken with respect to this complaint.
A review of the account showed that *************************** had requested to have services cancelled with Ambit Energy as of 11/03/23. A final invoice was sent to the customer in the amount of $406.00 due by 11/27/23. Ambit Energy did not receive a payment; therefore, a last chance letter was sent to the customer advising them of the final balance due of $406.00 due by 12/18/23 before being referred to a collection agency. Please note, Ambit Energy does not have a record of the customer contacting ********************** regarding account or balance assistance until March of this year.
On 03/07/24, ****************** contacted Ambit Energy regarding account status. The ********************** representative informed the customer of the final balance details. The customer submitted a payment in the amount of $406.00 via credit card. The account is cancelled with no balance due. Request to have the account removed from the collection agency was submitted and the account has updated to reflect as Paid Charge Off upon receipt of the payment that satisfied the outstanding balance due.
Sincerely,
Ambit Energy

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