Complaints

This profile includes complaints for TriEagle Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TriEagle Energy

  6555 Sierra Dr Irving, TX 75039-2479

  
• 

  TriEagle Energy, LP

  PO Box 131615 The Woodlands, TX 77393-1615

  
• 

  TriEagle Energy, LP

  2620 Technology Forest Blvd The Woodlands, TX 77381-3904

  
• 

  TriEagle Energy

  PO Box 974655 Dallas, TX 75397-4655

  

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:01/24/2025

  Type:Order 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.

  Extremely deceitful practices. I went on a 3 year contract to start and was NOT told of it expiring at the worst part of the year for electricity rates. I was charged approx double during several summer months. Once I caught it I could not afford the back pay and called and found out what was happening. Then I signed up for another 3 year contract and the ***** did NOT lower with the new contract. For no reason, the contract didn't lower the bills until 2 months later. In total about 5-8 months were accrued at double, before during and after the new contract, under weak or fraudulant practices by Trieagle. The person said he'd compensate a month but that was pretty much useless. He tried for two and did nothing in the end. Now the last few months I've been on a payment plan situation where I can pay an affordable $150 per month. Now I'm getting a shut off notice because "I didn't pay at Jan22." Well when I set up the plan on the auto system, it didn't say anything about Jan22, another deceit. And I don't hear about Jan22 until after Jan22, on the phone, rather than beforehand in writing. I have you know if you look at my credit it's gone to h*** I've lost work and can't afford anything like I used to. I paid in good standing for several years and you need to do more to help someone. I've called all the supposed help numbers and they don't do anything.

  Business Response

  Date: 02/10/2025

  
  Dear BBB Staff,
  
  Thank you for notifying us of ********************* concern with TriEagle Energy. TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  TriEagle Energy records reveal that Mr. ******* is currently on TriEagle Energys ************** 36 Plan Flex Forward rate plan with a start date of 12/19/2024.  Prior to 12/19/2024, records show the customer was on a month-to-month variable rate that began in 2022.  In addition to renewal communications being issued, the contract expiration date is also displayed on the customers monthly invoices, as well as the current term plan.
  
  TriEagle Energy, as with any retail electric provider, must depend on the Transmission and Distribution Utility (TDU) provider like ***** to provide the metering services and the monthly meter readings used for billing by *************** Providers ******* Oncor reads the meters and sends to the *************** Provider the consumption used each month. TriEagle Energy maintains the consumption billed is correct and Mr. ******* has been billed correctly.
  
  We strongly encourage Mr. ******* to visit his TriEagle Energys online account ************************ MyAccount) to view his consumption and review the My Energy Dashboard. This shows customers when the most electricity is being ******* will also show the historical consumption over the past few months. Mr. ******* is also welcome to utilize the Smart Meter Texas Portal at ***********************.
  
  Regarding the payment plan, records show that on 11/12/2024, Mr. ******* entered into a Deferred Payment Plan agreement (***) for the balance of $281.87 to be spread over 5 monthly invoices, for a total payment of $54.37 to be paid each month in addition to her monthly charges. Records confirm that Mr. ******* did not fulfill the payment agreement,therefore, the *** defaulted on 12/10/2024 and the full balance became due.
  
  TriEagle Energy issued Mr. ******* a disconnect notice for nonpayment on 12/11/2024.
  
  Mr. ******* contacted TriEagle Energy on 12/13/2024 and entered into a new *** for the balance of $400.02 and made an initial payment of $80 leaving a remaining balance of $320.02 to be paid over to be spread over 5 monthly invoices, for a total payment of $80 to be paid each month in addition to his monthly charges.  Records confirm that Mr. ******* did not fulfill the payment agreement, therefore, the *** defaulted on 01/22/2025, and the full balance became due.
  
  TriEagle Energy issued Mr. ******* a disconnect notice for nonpayment on 01/23/2025.
  
  On 1/24/2025, Mr. ******* contacted TriEagle Energy regarding the account balance, requesting that the agent provide a credit for 3-5 monthly bills, claiming he was not aware that the account was on a month-to-month plan.  The TriEagle Energy representative went over the billing in detail and offered to provide the customer with a new ***, the customer was not receptive to the information that was provided.
  
  TriEagle Energy maintain that Mr. ******* has been billed correctly and no adjustments are warranted.  If needed, TriEagle Energy encourages Mr. ******* to contact 2-1-1 for payment assistance.
  
  Thank you for bringing this issue to our attention. 

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:   When you say I defaulted on the payment agreements, can you prove where in writing, you said the next month's payment was due on a certain day or else I defaulted? Can you prove where in writing you told me my old plan may cancel? How much money would it cost you to text me updates, as you say, in enough time to get the new contract started in time for the meter reader to go read my reader? The answers all point to Trieagle doing AS LITTLE AS POSSIBLE or NOT AT ALL notifying me appropriately of the opportunity to get my contract renewed on time, and/or to get my payment plan next payment sent in on time. Why can't you do more to ensure people are aware? Why can't you pay ten cents to text me? If we're not aware and bills are exceedingly high due to you not doing enough to make me aware, why can't you adjust backdate? I was never late or behind UNTIL TRIEAGLE CANCELED MY LAST CONTRACT. You should do everything you can to settle the past and make it affordable.

  Business Response

  Date: 02/25/2025

  Dear BBB Staff,
  Thank you for notifying us of ********************* concern with TriEagle Energy. TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.

  
  In response to Mr. ******** rebuttal, TriEagle Energy records reveal that on 11/12/2024, Mr. ******* entered into a Deferred Payment Plan agreement (***) for the balance of $281.87 to be spread over 5 monthly invoices, for a total payment of $54.37 to be paid each month in addition to her monthly charges. (11/12/2024 Agreement letter attached).

  
  As previously stated, the payment agreement defaulted, therefore Mr. ******* contacted TriEagle Energy on 12/13/2024 and entered into a new *** for the balance of $400.02 and made an initial payment of $80 leaving a remaining balance of $320.02 to be paid over to be spread over 5 monthly invoices. (12/13/2024 Agreement letter attached).

  
  Records show that Mr. ******* did not fulfill the payment agreement, therefore, the *** defaulted on 01/22/2025, and the full balance became due, and TriEagle Energy issued Mr. ******* a notice of disconnect for nonpayment on 01/23/2025, (Disconnect Letter Attached).

  
  As previously stated, prior to 12/19/2024, records show the customer was on a month-to-month variable rate that began in 2022, and he remained on this variable rate plan until he agreed to the ************** 36 Plan Flex 12/19/2024 . In addition to renewal communications being issued, the contract expiration date is also displayed on the customers monthly invoices, as well as the current term plan. TriEagle Energy continue to maintain that Mr. ******* has been billed correctly, and no adjustments are warranted.

  
  Thank you for bringing this issue to our attention.
  TriEagle Energy
  ***************
  ******, TX 75039

• Initial Complaint

  Date:01/15/2025

  Type:Order 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.

  Before moving to my new home at *****************************************, I entered into a written contract with TriEagle that ends on March of 2025 for 12 cents/***. I never used TriEagle before this time. I asked that the bill be mailed to my old address at *************************************** because I had not moved into the new house. I still own the house at ******************* and I use ***************** to service this house. I've used ***************** for years and I can prove it. TriEagle lists the address for their service as ************, but this is incorrect. Regardless, they increased the *** rate to 15 cents. My TriEagle contract states my cost per *** is 12 cents. I have written proof. I didn't realize it, but TriEagle has been overcharging me. I want my service with TriEagle to end in March ***************** my written contract without any penalties. TriEagle says my contract doesn't end until March of 2026.

  Business Response

  Date: 01/30/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ***** ***** experience with Tri-Eagle Energy. 
  
  Tri-Eagle Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  A Tri-Eagle representative reached out to the customer to address her concerns about usage, and a meter test was conducted by ***** at the premises. The results from the meter test on January 27, 2025,indicated that the meter was operating at ******% accuracy, which is in line with industry standards. Tri-Eagle relies on the meter readings provided by ***** when billing customers.
  
  Ms. ***** acknowledged that the usage and billing at her premises were accurate, and a resolution was reached regarding her account. She has decided to continue as a customer for the time being.
  
  Tri-Eagle Energy appreciates your bringing this matter to our attention.
  

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising 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.

  12/23/24 Both my parents died in the last few months. TriEagle energy was their home's electricity supplier. I was able to get the water-bill and the natural-gas bill transferred to myself temporarily as their bank accounts and house are in probate. But TriEagle didn't have a way to do this. They threatened to turn off the electricity if the bills were not paid, but wouldn't let me pay them, because I was not my father. TriEagle Energy uses one of those AI phone trees to keep customers from talking to real people. They shifted me around from one person to another without any information. They tried to get me into a new account with a 36 month contract at a higher price. Their phone workers were not in the ***, they didn't know what to do. They were reading scripps. Eventually I had to pretend to be my dead father to pay the bill, and I still have to end the contract early and pay fees, because MY DAD DIED! This should be illegal. We need better laws.

  Business Response

  Date: 01/09/2025

  Dear BBB Staff,
  
  Thank you for notifying us of ******************** concern with Tri Eagle Energy. Tri Eagle Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Mr. ******* is questioning the Tri Eagle Energy account management policy for the service at his deceased parents home.
  
  Account records show that Tri Eagle Energy has provided service under the name of ******* ******* at ****************************** since 9/17/18. Mr. ******* made regular payments to maintain the account and the last payment received was 12/23/24 for $214.02.
  
  On 12/23/24, ******* ******* (his son) called Tri Eagle to pay the balance owed for service at the above address. Mr. ******* advised that the service was in his fathers name,but he wanted to maintain the account and keep the service on. He was able to authenticate the account using the last four of his fathers social security numbers. He was advised of Tri Eagle Energys account management policy regarding deceased accounts. Mr. ******* questioned why the service could not remain on or simply be changed into his name with no changes. He was provided with details of the policy and offered to start a new service in his name;however, he declined to do so, and payment was made for $214.02.
  
  On 12/26/24, ********** filed Comp ID: ********. Upon receipt of the complaint, a Tri Eagle Energy representative reached out to Mr. ******* to discuss his complaint concerns. He voiced concerns over issues with trying to keep the service on at his deceased parents' home in their name. The ********* representative reviewed the ****************** business rules, and the documents needed for an executor to be added as he said he was. Mr. ******* was unsatisfied, stating that the state of Texas needs to change its laws regarding this issue. He did confirm that the service in his dad's name was still active because he shares the same name.However, he was advised that eventually, he would have to decide to send the necessary documents to be added as an executor or have the service placed in his name. No further action was taken, and Mr. ******* discontinued the call.
  
  Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair 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 meter had been swapped with my neighbor's since I moved in to my current address on August 01, 2021, and I had been paying my neighbor's electric bills and my neighbor had been paying mine, until September 2024 when CenterPoint Energy physically swapped back the meters. Another issue was that after CenterPoint physically swapped back the meters, my provider TriEagle Energy could not see any record from their system about this swapped meter issue, because the meter number is still showing the same on my account. CenterPoint should have changed the meter number in my account instead of physically swapped back the meter, so that both ends know this swapped meter issue.I contacted both my provider TriEagle Energy and CenterPoint Energy several times to explain this issue, and request them work together to help correct my previous bills (I believe I had been paying about 1/3 more than what I have actually used), and they refused to do that. More than one time they just hang up the phone while I was explaining.

  Business Response

  Date: 12/20/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************* concerns with TriEagle Energy. TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Account records reveal Mr. **** has been a TriEagle Energy customer since 7/11/23. Mr. **** is currently enrolled on TriEagle Energys Savvy Value 24 plan.
  
  Mr. **** is requesting a billing adjustment and contends that his meter was swapped with his neighbors since he moved to his current address on 8/1/21. Mr. **** also contends that he has been paying his neighbors electric bills and that his neighbor has been paying his. Mr. **** maintains that CenterPoint swapped the meter in September 2024 and disputes the consumption used at the premise.
  
  TriEagle Energy, as with any retail electric provider, must depend on the Transmission and Distribution Utility (TDU) such as CenterPoint to provide the metering services and the monthly meter reads used for billing by *************** Providers ******* In Mr. ***** serving area, CenterPoint reads the meters and sends to the *************** Provider the consumption used each month.
  
  TriEagle Energy has reviewed the consumption sent from CenterPoint to TriEagle Energy. The consumption was billed accurately as received from the **** The usage was confirmed as actual and not estimated usage. The *** advised that a new meter was installed at the premise on 9/24/22,not September of 2024.
  
  TriEagle Energy received calls from Mr. **** on 10/25/24, 10/28/24, and 11/5/24 regarding his meter concerns. During each of these contacts, the customer was advised of the meter swap and that TriEagle Energy had not received information from CenterPoint indicating any adjustments to the meter readings.
  
  Upon receipt of Mr. ***** complaint, a request was sent to CenterPoint regarding the meter concerns. Please note that it can take about 7 to 10 business days for CenterPoint to complete their investigation. Once their investigation has been completed, TriEagle Energy will follow up with Mr. **** directly.
  
  On 12/19/24, a TriEagle Energy representative spoke with Mr. ***** and he was provided with the above information. Mr. **** was also provided with direct contact information and advised that once CenterPoint completes their investigation he will be contacted.
  
  Thank you for bringing this issue to our attention. 

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 a complaint because the business did not take the scheduled automatic payment for my electric bill for *************************************************************************** for the month of November 2024. After receiving a notice from them saying that I was over due because " the payment request was returned" I called a customer service *** who identified as ****. He said may I attempt again to request the payment, I said yes. He then gave me a confirmation number for the payment and said any late fees would be waived and the matter should be resolved. He thanked me for being a good customer. Then a few days later I got a notice that the second attempt for payment was returned by my bank. I verified the last 4 digits of the account number they were using. He could provide no reason for the return payment. I called my bank and they said there was no attempt made for payment for either 11/11/2024 or 11/14/24 by Trieagle Energy. My bank could see that automatic payments had been paid prior to these dates for the past several months with no problems and I had not contacted the bank to make any changes to the automatic agreement. I then spoke to a supervisor, ******** at Trieagle trying to get to the bottom of this problem. He said that he basically had no explanation why the payment did not go through but would credit my bill. I decided to stop the automatic payment until we could get to the bottom of this issue. I told him that i would write a check and mail it for the agreed upon amount which i mailed on November 22. I have suggested that they look back on October 2024 bill to check routing number and account details to see if during a recent update in their system has transposed a number wrong as that payment and many before that had gone through with no problem. The supervisor was not willing to take the matter to someone in Trieagle to resolve this. I received another letter from them saying they will not take a payment by check. I have exhausted all options Please help.

  Customer Answer

  Date: 12/02/2024

  On Friday, November 28th, I checked my online banking to see if my check for 100$ payment had been processed. It has not. I went to my Trieagle online and paid the 100$ by credit card to avoid any other issues. I then received a call from my bank today saying that Trieagle processed both my check payment and my credit card payment. They also were questioning when the *** payment for the check hard posted that the check number was not listed and they could not view a copy of the check. My bank found this very odd. Now I have a double payment collected by them with no phone call or explanation. The 100$ credit can be applied to next months bill but under the circumstances, I felt a phone call by Trieagle should have been warranted.  Thank you.  ***** *******

  Business Response

  Date: 12/05/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ***** Hipwells concerns with TriEagle Energy.  TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Ms. ******* asserts that she is having issues with her autopay with TriEagle Energy, stating that her payments are being returned and she received notice that she is no longer able to make her payment with her bank account.
  
  Records show an investigation was completed on Ms.Hipwells account 11/20/2024.
  
  The investigation reveals the automatic payment issue was due to an Invalid account number, therefore, ***************** did not honor the payment.  TriEagle Energy has removed the *** payment block, and Ms. ******* is welcome to contact TriEagle Energy should she wish to re-establish the autopayment option, or she may also update the details through her MyAccount profile.
  
  A TriEagle Energy representative was able to speak with Ms. ******* and provide the account details.  Ms. ******* was receptive to the details provided.  She was also given direct contact information should she have additional questions.
  
  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 12/06/2024

  The response from Trieagle is vague in the fact that they are misleading when they say the bank did not honor the payment because in fact the bank did not receive a request from Trieagle Energy for either 11/11/24 or 11/14/24 payment attempt. The representative from Trieagle is only assuming the checking account numbers were altered on my account by ********************** sometime after the successful auto pay debit from my account in October 2024 during a migration process by Trieagle. My bank account had not changed, however something in their system changed, thus the reason no request for auto pay was successful in November.  I also let the representative know that i opened an online account as a pay option due the letter received by Trieagle saying they would no longer accept my check, which was already in the mail.  They had no explanation for accepting a double payment  in my attempt to correct the balance due by December 2nd. One of these payments was by credit card and they also ran the check that I mailed. She acknowledged that there was a total of 200$ credited towards my account which I could use the extra 100$ to apply to next months bill. She did acknowledge that I could re-establish the automatic payment option from my online account or pay by check or credit card. To date, i have only one email acknowledge of a 100$ payment but i have checked the online account which does show a credit of the remaining 100$   Basically I solved the issue by opening an online account. The representative was helpful in reassuring me that my account was in good standing. I however am not sure if I attempt to reestablish automatic payment, that this won't happen again. At least I can use other methods of payment on my online account. The representative did provide me with her direct contact phone number to call if I had further questions or issues. 

• Initial Complaint

  Date:11/21/2024

  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 electric bill should be due on the same day every month, which is the 25th. Out of the blue (no warning) they change the date to the 18th. I talked to customer service on the phone until I was blue in the face, 30+ min. explaining that people's due dates are the same each month so we can budgets our money. They want to pass the ***** 1st they blame it on ***** changing the billing cycle changing, which is still the same. So there's lie no. 1. Then they tell me that I can sign up to have the same due date every month. If that's true, then it should have been an option when I signed up with them. There is no option available online, so that's lie no.2. Then they blame it on ***** again and that they can't change the due date, which is lie no.3. If they can change it to be a week earlier, they can change it back. They're trying to charge me late fees, when in fact, I pride myself on paying All of my bills on time. I was told by customer service that someone would get back to me, but noone ever did. All I received was an email alerting me that my bill is past due. I have included the emails about trying to get a resolution. If they are wanting payments ever 23 days, then they need to only bill people for 23 days of service, not 30 or 31. What day will it be due next month, the 11th? I'm not paying late fees for something that is not late. Please help me (and all of the other people they're trying to s**** around) resolve this problem? Thank you!

  Business Response

  Date: 12/10/2024

  Dear BBB Staff,
  
  Thank you for notifying us of **************** concerns with TriEagle Energy.  TriEagle Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  Mr. ***** asserts that his bill should be due on the same day each month.   
  
  Mr. Sweet has been a customer of ********************** since August 2024.  Upon his enrollment, he received a Welcome Kit that included a Terms of Service Agreement (TOSA).  Per this document, the customer was informed that *********************** invoices are due 16 days from the date the invoice was generated.  
  
  Currently, TriEagle Energy does not offer a self-selected due date, or the ability to choose your own due date for its customers.  Oncors billing cycle is between ***** days.  Oncor obtains Mr. ****** readings between the first and fourth of each month (excluding weekends and holidays).  Therefore, the due date can vary monthly depending on the day Oncor reads the meter.  TriEagle Energy does not have any control over this as Oncor is responsible for reading and maintaining the meter.
  
  If the invoice is not paid in full by the due date, a 5% late fee will be applied. This information is also disclosed in the *****
  
  In addition to the late fee, a disconnection notice will be issued if payment is not received by the invoice due date.  The notice provides an additional 10 days to pay the bill.
  
  TriEagle Energy regrets that the customer service received did not meet Mr. ****** expectations; however, he is being billed according to the terms outlined in his Terms of Service Agreement.
  
  Thank you for bringing this issue to our attention. 

  Customer Answer

  Date: 12/10/2024

  I am rejecting this response because:  The response that Oncor is responsible for the cycle reading has nothing to do with the due date. Stating that *****'s cycle readings keeps customers from having set due dates is absurd! ***** has nothing to due with customer billing dates. ********************** is one the companies which customers sign up for their home ********************** and does the billing. I guarantee that Trieagle has a set date every month to make their payments to *****. If the cycle is ***** days, then why is it moving my due date 1-7 days earlier? If the reading is 32 days in a 30 day month, then my bill shouldn't be due until 2 days later than the previous month, not 6 days sooner!

  Business Response

  Date: 12/18/2024

  
  Dear BBB Staff,
  
  We appreciate the notification of Mr. ******* dissatisfaction with our resolution.

  
  As stated in our initial response, TriEagle does not offer a fixed due date option.  We are hopeful that this choice will be offered soon. 

  
  TriEagle apologizes that we are unable to accommodate your request at this time.  

  
  

  Customer Answer

  Date: 12/18/2024

  I am rejecting this response because: Almost every single company which provides a service in this country has set due dates, but they "can't offer it at this time"! How long have they been in business, and they can't offer it? It must be nice to have soooooo much money that they don't have to budget their spending. I have an *** loan, a car note, insurance, a personal loan, 7 credit cards, water, and phone bills, and every one of them has a set due date. The only reason I can see them having a roving due date is to bilk extra late fees out of their customers, because they have to wait to get paid (which also comes on a set date, ie... every Friday, or 2 weeks or on the 1st and the 15th). Sending customers their weekly usage to estimate their bill is worthless if they don't know when it's going to be due. Now they have to pay an extra late fee because, last month is was due on the 24th, and now it's due on the 18th. But they live pay check to pay check, and have to live on a budget, and they don't get paid til the 20th and now they are in a dilemma, do they buy food and/or diapers or pay the late fee?

  So no, it's an unacceptable response! Nobody but Trieagle sets the due dates and late fees. When is somebody going to start taking responsibilities for their actions?! Trieagles about us "Finding the right electricity plan doesn't have to be complicated or time-consuming. For nearly 20 years, weve been helping our fellow Texans spend less time shopping for electricity and more time saving with long-term, locked-in rates. You can also count on helpful energy-saving tips and our popular weekly usage updates that make it easy to stay on budget, so youre never surprised by a bill again. And with no surprises or hidden fees, our simple plans keep you saving month after month, year after year.
  
  So come join the hundreds of thousands of Texans whove made the switch to simple and stress-free electricity savings with TriEagle Energy." So tell me, how are you helping people stay on budget, when you're disrupting with it?!

• Initial Complaint

  Date:10/21/2024

  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.

  Signed up with Trieagle energy and was quoted a price of 0.16 per kilowatt. Was also informed I had sixty days to cancel. When I received my first bill, I was charged ***** per kilowatt. I called the company and they told me they would fix it on my next bill. When I received the next bill nothing had changed. I called Just energy so they could be my light provider within the sixty days allowed for me to cancel with Trieagle energy. I was Just Energy for several weeks when Trieagle switched me back to their services without my approval.

  Business Response

  Date: 11/04/2024

  Dear BBB Staff,
  
  Thank you for bringing ****** ******** concern to our attention. TXU Energy has completed its investigation into Complaint *********** and has documented its findings and actions taken regarding this complaint.
  
  Mr. ******* enrolled with Tri Eagle Energy on 06/18/24.
  
  Mr. ******* was contacted about his complaint,and his concerns regarding his enrollment and rate plan were addressed. He was satisfied with the resolution and has chosen to continue as a customer of Tri Eagle.
  
  Thank you for bringing this issue to our attention.
  

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair 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.

  On 10/14/24, I clicked on the TriEagle website bookmarked on my computer browser. The website that I've always used was not active and read, "We've moved and improved! Sign into your new Test Test TriEagle Energy MyAccount at ************************** or click here". I then attempted to sign into my account and was unsuccessful. I was prompted to change my password and during that process was notified that my account was locked. The prompt read "Your account is locked. Please call ************** for assistance." I called ************** and waited on hold for 34 minutes before an agent finally got on the line. This agent verified some personal information, such as address, account number and phone number. He then told me that he was not able to help and would need to transfer me to another representative who would be able to unlock my account. Once transferred, a lady began to ask even more personal questions and told me she needed to have either my social security number or driver's license number in order to change my password. This was a huge red flag and had scam all over it! She then told me their website was down and would be up again in approximately 2hrs. Why did she need my DL or SSN? I never received any type of correspondence in the mail or via email that their site was down and that I'd need to provide my SSN or DL# to change my password. I do not have access to my account right now and worry my personal information has been compromised. This is not a professional company and I will not be doing business with them moving forward.

  Business Response

  Date: 10/29/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ******************* concern with Tri Eagle Energy. Tri Eagle Energy has completed its investigation into Comp ID: #******** and has documented its findings and actions taken with respect to this complaint.
  
  Mr. ******* is disputing not having access to his online account for service at **********************************************. On 10/14/24, Mr. ******* attempted to log in to his MyAccount online. He was unsuccessful due to a system upgrade that was taking place. He states he was prompted to change his password and subsequently locked out. He received a message stating Your account is locked. Please call ************** for assistance." When he called the number for online support, he was asked for authentication information to gain access to the account. This includes either the last four digits of ones SSN or DL or their DOB. Mr. ******* was not comfortable providing either and ended the call.
  
  On 10/15/24, Mr. ******* called back to change his password and was again asked to authenticate the account with proper identification ************** was explained that the system was being upgraded and any request to change sensitive information required identification authentication. The issue was escalated, and a supervisor agreed to assist with the request using his mothers maiden name. ********** was offered and accepted a one-time courtesy credit to his account for the inconvenience caused by the miscommunication.
  
  Upon receipt of his BBB complaint, TXU Energy attempted to contact Mr. ******* on 10/15/24 and 10/24/24 to discuss the issue and confirm a resolution had been reached. To date, he has not responded, he may contact *** **** with TXU Energy directly at ************ if he has any questions.
  
  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 10/29/2024

  I am rejecting this response because:   I was asked to provide my full social security number or full driver's license number. They did not just ask for the last 4 digits of either to accept my authentication. They should not have access to my the full social or DL numbers. I was told by the manager they would allow me to change my password this one time as a curtesy, however if I ever called back in to Tri-Eagle, I would need to provide my full social security number or full driver's license number to authenticate. I understand the last 4 digits but not the entire number. This felt like fraud and very unprofessional. 

• Initial Complaint

  Date:08/15/2024

  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.

  On 7/29/24, I mailed a check to TriEagle energy for $259.46 to pay my current bill. As of 8/12, the check had not cleared my bank and I was concerned. The bank could not do anything, because it was up to Trieagle to deposit the check. I called 5 times this week and no one could explain what was happening to my account. I'm told to wait. In the meantime, they credited my account for the check, but the check was never deposited into the bank and no one can tell me where it is. Then by accident, I found out they re-charged me the $259.46. I paid it on 8/15/24 using my credit cards so I wouldn't get a late fee. I asked to speak to a supervisor 3 times and no one will call me back. I'm just told to wait and wait and wait. I was a victim of identify theft once where someone stole my check and was able to get a bank to cash it. I had to close my checking account and open a new one. I put a stop payment on the check mailed 7/29 to protect myself. Very poor customer service!

  Customer Answer

  Date: 08/23/2024

  I resolved the case with TriEagle energy.  A representative contacted me, and we requested a copy of the check that the bank said was not readable. It turns out the bank typed their endorsement on the front of the check instead of the back, which caused the problem   I appreciate TriEagle sharing a copy of the check.  In addition, they credited my account $50 for the inconvenience. 

  Business Response

  Date: 08/27/2024

  Dear BBB Staff,
  
  Thank you for notifying us of Ms. ******************** concern with TriEagle Energy.  TXU Energy has completed its investigation into Comp_ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  A TriEagle Energy representative spoke with ******************* and addressed her concern about the payment in question.  An email was sent to the her with a copy of the check as she requested. ******************** was appreciative to the attentiveness to this matter.
  
  TriEagle Energy appreciates the long-time patronage and sincerely regrets the experience encountered.
  
  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 08/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/23/2024

  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.

  Absolutely horrible experience! Company lies about the service charges, constantly overcharges customers. When you get your bill it's not the same as what they promise you over the phone and by the time you get your bill the window to change the bill is closed. I was charged ridiculous prices for energy I never received a bill under $150 and now that I'm moving to an area they don't service they charged me $200 for a light bill... ** a one-bedroom apartment..... Horrible customer service, they don't hear you until you're making a payment and all around bad service.

  Business Response

  Date: 06/05/2024

  Dear BBB Staff,
  
  Thank you for notifying us of ************************ concern with Tri Eagle Energy. Tri Eagle Energy has completed its investigation into Comp ID: ******** and has documented its findings and actions taken with respect to this complaint.
  
  ******************** is questioning the Tri Eagle Energy final bill that was sent 5/22/24 and due 6/11/24.
  
  Account records show that on 5/22/24 a final bill was generated for $199.65 under the name of *************************** from inactive account #********** for service provided at ***************************************** ******, ** ***** from 6/5/23 to 5/20/24. ******************** made regular payments to maintain the account and the last payment received was 5/23/24 for $199.65.
  
  On 5/14/24, *************************** called Tri Eagle to discontinue service at the above address as of 5/20/24. ******************** was advised that there would be a final bill for service through 5/20/24, no Early Termination Fee (ETF), and the billing address was updated to ***********************************. ******************** understood and was satisfied with the resolution and the status provided and disconnected the call with no further comments.
  
  On 5/23/24, Tri Eagle Energy spoke to ******************** regarding the final bill that was sent. He questioned the balance of $199.65 and the billing cycle. He was advised it was for the previous cycle from 4/8/24 to 5/7/24 and from 5/8/24 to 5/20/24. He understood and paid the total balance of $199.65 in full. An email confirmation was sent to him at ***********************
  
  Upon receipt of the issue, a Tri Eagle Energy representative reached out to ******************** to discuss his complaint. However, a voice recording was reached, and a message was left.Tri Eagle Energy considers the issue closed as the account balance has been paid in full. No additional collection efforts will continue.
  
  Thank you for bringing this issue to our attention.