Complaintsfor4Change Energy

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted 4change energy to initiate the process to transfer my electric service from another company to them. I initially talked to ***** (employee ID ***** who assisted with the application process. I was instructed to send a copy of my ID and my mortgage statement to their enrollment email address, which I did. The next day I received an email from 4change energy stating I have a pending balance of $1,561.68 that needs to be paid before service can begin. Confused about this as I had never been a customer, I called customer service and talked to ***** (employee ID ****** who told me that the balance is tied to my social security number. I insisted on talking to a supervisor and was transferred to ***** (employee ID *****. Was informed by ***** that the balance is attached to my address, not my SSN. ***** refused to give me any information about the account balance such as dates of service. I offered to provide my closing statement proving when I purchased the house but was told that it doesn't matter. When I asked ***** what the company was going to do to separate me from this balance, he said nothing and recommended I find another electric company. When I asked to be transferred to his superior, he refused. He said my address would never get service from them until the balance was paid.

  Business response

  05/24/2024

  Due to the identity theft issue, please contact *************************; **************** Manager for ********************** at ************ or via ***************************** An email was sent with my contact details to ***********************.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wish I could give 0 stars. The energy company started auto withdrawing money from my account without my permission. I asked them to stop and they refused. I then had my account changed and attempted to pay the entire bill via phone. The company then refused to take my money via phone or online. I asked to speak to the boss of the person (*****) online and he refused to let me speak to someone else.

  Business response

  05/14/2024

  Thanks for allowing 4Change Energy to respond to our customer's complaint.
  
  ********************** is unable to identify the correct account for *************************** under the e-mail address of ****************** or by the phone number ************. 4Change Energy encourages ******************** to contact our corporate team member, ******************************* at ************ or via **************************************** to have the account reviewed and work toward a resolution of the issue. In addition, ******************** can respond here and reply back with the correct 4Change Energy account number or service address. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  4energy started charging me for 2 meters and created a new account for me after my 4th year with them. I contacted them about the issue and I was told someone would contact me within 24/48 hours. I was never contacted. I paid $219.90 and my actual bill was $117.96. I kept calling and nobody would help me. I was sent an email saying my electric would be cut off by April if I didnt pay them ?! I had already overpaid. I kept calling and emailing for 2 weeks. All I was told was someone will contact you in 24/48 hours! I finally refused to hang up until I was able to speak to someone in charge or was sent an email saying I was paid in full and my electric would not be shut off. I was again sent an email saying someone will contact you in 24/48 hours after a full ***** days of zero contact. I called aep and asked what my meter ESI was and I immediately called and emailed 4ch. They did nothing as usual. I called a new energy company and explained everything that was happening. Im praying my new company is better and keeps the criminals of 4ch from disconnecting me. They emailed me that the $219.90 was returned to my cc and it wasnt! They have had my money since april 2, they are threatening to shut of my electric by tomorrow! I plan on suing them if they dare! Ive never been late once and I have an abundance of emails and screenshots of calls along with recordings of 6 phone calls. *** lost numerous hours of work dealing with these people. They do not care to resolve their mistakes and try to extort money from poor people!

  Business response

  05/03/2024

  Thank you for allowing 4Change Energy to address our customer's complaint.
  

  On May 1, 2024, 4Change Energy received an online enrollment request for address **********************************. On April 16, 2024, *********** called 4Change Energy to advise she did not live at **************************************************************. On April 25, 2024, 4Change Energy initiated an investigation to request the correct electric provider regain the address for ************************************************************** due to an enrollment error. The investigation can take up to 21 days. Please note, 4Change Energy made multiple callback attempts to contact ************ via the phone number on file of ************. However, *********** was not available, and a voicemail message was left with each callback attempt. ************ continued to call and email 4Change Energy regarding the enrollment issue. On April 26, 2024, ************ spoke with a member from 4Change Energys corporate office. During this call, ************ was advised the payment for $219.90 was transferred to the correct account for service address ***********************************;79831-5555.
  

  The investigation regarding the incorrect address for ********************************** is still pending and can take up to 21 days. Once resolved, 4Change Energy will contact ************ with the results. Please note, this account is now closed.

  If ************ has any additional questions or concerns,she is encouraged to contact ******************************* at ************.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a Veteran with an 80% disability rating from the ** and serve as the sole provider for my family while my wife attends UNT. I am currently a customer of **********************. I am considering filing a complaint with the Better Business Bureau, as I believe it is important to address issues that *** affect not only myself but potentially others who *** be unaware of available resources.Recently, there was an error regarding my account, resulting in it being associated with the wrong apartment. Upon discovering this discrepancy, I promptly contacted 4Change Energy to rectify the situation. I ensured any outstanding fees were settled and requested the transfer of services to the correct apartment within the same building.However, today I discovered that over $200 had been deducted from my account. Upon inquiry, I was informed that this deduction was attributed to the 'cancellation' of the previous account, despite the existence of several months remaining on the contract. Interestingly, when I initially contacted 4Change Energy, I was assured that such a switch would not incur any fees, given my ongoing relationship with the company. I possess documentation, including email correspondence with timestamps and transaction records, to support these claims.Furthermore, I was assured that I could 'view the bill in advance.' However, upon accessing my account, the correct apartment was not listed, corroborated by evidence I can provide.I believe it is crucial to address these discrepancies promptly and fairly, ensuring that all customers are treated equitably and provided with accurate information regarding their accounts. I appreciate your attention to this matter and look forward to a resolution

  Business response

  04/25/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  On 4/19/2024, 4Change Energy responded to ****************************** via email and advised the error was fixed and the account is now active for the correct address of ***************************************************;75024-4585. In addition, all associated fees were removed. If ****************************** is still experiencing issues or have any additional questions, he is encouraged to contact 4Change Energy. We regret this error occurred and we appreciate Mr. ************** business.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested that my service with my light company cancel my service yet a month later im still being billed ans have an active account even tho I called twice and expressed to then I no longer was gonna need the service and my move out date but a month later I'm being charged ? For something I wasn't using and that I requested to end I would like some input or help on this last bill with them

  Business response

  04/15/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  4Change Energys records show that on 2/19/2024, **************** called to request a transfer of service. She requested the new service to start the same day of 2/19/2024 for location ******************************************** 2030, and the end date for the location shes moving from to be on 2/20/2024 for *************************************************************************************. On 2/20/2024, **************** called again and wanted to change the end date for the location shes moving from of ************************************************************************************* from 2/20/2024 to 2/29/2024. The agent explained services had already ended for ********************************************************************************** on 2/20/2024 per the customers request. The agent submitted a new move-in for *************************************************************************************** to ensure services were back in the customers name and advised **************** that although shes documenting the account, *************** needs to call back in the next day which would have been 2/21/2024 to ask for a move-out date of 2/29/2024 for *************************************************************************************. 4Change Energy has no record of **************** calling back to request the move-out as instructed. Due to this, no billing adjustment is warranted.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged ****** dollars on false claims.I request a copy of so called contract and 4change fail to provide.

  Business response

  04/12/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  Mr. ****** most recent contract renewal started on 6/25/2022 with an end date of 6/20/2025. 4Change Energy received a drop request on 3/7/2024 and the account was closed. The $281.29 charge included an early termination fee of $250.09. The early termination fee is a valid charge due to the customer breaking their contract before the expiration date of 6/25/2025.The Electricity Facts Label the customer received upon renewal is attached and states a termination fee of $20 multiplied by the number of months remaining on the term of your contract will apply. No refund will be granted.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention an issue that I have encountered with 4 Change Energy, which has resulted in undue charges on my account. On February 26, 2024, I was surprised to find that my credit card had not been charged for my energy service. Unfortunately, I was not informed of the reasons for this billing failure. Consequently, I was assessed a late fee of $10.84, which I understand is a standard charge for overdue payments.What is particularly concerning is the rapid escalation of actions taken by 4 Change Energy. Less than 24 hours following the due date, a disconnect notice was issued on February 27, 2024, and my account was further charged a fee of $19.95 for this notice. The aggressive approach of issuing a disconnect notice and levying an additional fee for such a minor payment delay is, in my opinion, excessive and indicative of predatory practices.I would like to highlight that the payment was successfully processed on February 27, 2024, just one day after the due date. The prompt imposition of a disconnect notice fee on top of the late fee is an unreasonable penalty for such a brief lapse in payment, particularly when there was no clear explanation provided for the initial billing error.In light of these circumstances, I am requesting a thorough review of the disconnect notice fee and advocate for its waiver. I firmly believe that customers deserve a fair opportunity to address a missed payment without facing severe penalties. The fees applied in this instance do not align with a fair or customer-centric policy.I urge your prompt intervention in this matter and seek your support in resolving this issue with 4 Change Energy. It is imperative that a resolution is reached which considers the short duration of the payment delay and the immediate action taken to rectify the situation.Moreover, this is not solely about my individual experience; it raises concerns about the broader impact of such fee policies on other customers. It is essential to address these predatory fee practices to prevent undue financial strain on consumers.I appreciate your attention to this matter and anticipate a constructive outcome that will not only resolve my issue but also promote fair treatment for all 4 Change Energy customers.

  Business response

  04/04/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  On 2/8/2024, 4Change Energy sent ******************** her regular monthly invoice of $216.78 due on 2/26/2024 On 2/26/2024 and 2/27/2024, 4Change Energy attempted to process an automatic payment as authorized by the customer but was unsuccessful. ********************** sent two email notifications to  *************************  to advise of the payment failures (payment failure emails attached). Please note, 4Change Energy is sending all communications to the email address on file of ************************** If this email address should be updated, ******************** is encouraged to contact 4Change Energy.
  
  As a courtesy, the $19.95 disconnect notice fee was waived. 4Change Energy values ***************************** as our customer and apologizes for any inconvenience our customer experienced.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Beware. The business practices of this company are unethical. I used a ***************** to sign up for all my utilities and 4Change Energy locks you into 1,2,3 year contracts for energy service. I was unaware that I signed up for a 36 month utility plan until I moved. My lease for *********** was only for 12 months, so I would not knowingly sign up for that. On my final bill I received a $250 early termination fee. I called customer service explained the situation to a customer representative said that since I signed up online that there was nothing they could do. No one can predict what will happen with housing and to lock someone into utilities for longe periods of time is unethical.

  Business response

  03/20/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  Ms. ********* enrolled online with 4Change Energy on 6/22/2023 with a start date of 6/26/2023. Ms. ********* agreed to Savvy Saver 36. Once the customer completed the enrollment, the customer received their Welcome Kit and the pricing details per the Electricity Facts Label (***) (attached) via email at ********************************** note the following question on the *** Do I have a termination fee, or any fees associated with terminating service? Yes. A termination fee of $20 multiplied by the number of months remaining on the term of your Contract will apply.  On 2/27/2024 4Change Energy received a drop notice due to a switch that closed Ms.*********s account as of 2/29/2024. On 3/4/2024 4Change Energy sent the customer their final invoice of $282.80 which included current charges of $42.40 and early termination fee of $240.00. Ms. ********* sent an email to 4Change Energy on 3/6/2024, requesting the *** fees to be waived. In response,the agent advised Ms. ********* that she could submit any of the following documents to waive the fee: a Bill of Sale or Purchase, a Notice to Vacate letter, a New Lease, a Deployment letter, and an Official Change of Address Confirmation Letter from **** (including the old and new address, email, name,and date). Ms. ********* sent the required documents on 3/11/2024, and the *** was waived.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are new and only have been with your company for onw month this is the second month and I called last month letting them know that I am only getting usage report and a disconnection notice! And was charge a late fee that is unacceptable. We called customer service and made the complaint and they said they need to talk to ***** and he did get on the phone which he is my husband and is terminally ill and doesnt need to talk to someone every Month. I called backed to today to let them know the exact same thing letter them know I have have still not got a bill. Again they need to talk to ***** when it is my phone number ************ and my email : *************************** I asked for a supervisor to call me

  Business response

  03/04/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  A member from 4Change Energys corporate office called the customer on 2/28/2024 via phone number ************ to get additional details of the customers complaint. ********************* answered the phone but when the 4Change Energy employee announced their name and where they were calling from, ********************* hung up on them. Please note, without additional information regarding the customers complaint, 4Change Energy is unable to address the customers concerns efficiently. This account is now closed. If **************** would like to pursue the complaint, she should contact ******************************* at ************ or e-mail at ****************************************.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  New electric service commenced with the service provider on or about 15 Nov 2023. During telephone conversation it was disclosed that the standard electricity rate for our address is 11 cents per kw. The only time this rate would change is if we consumed less than 1000kw in any given month. We have not consumed less than 1000kw during any month of service since commencement. Certified letter with signature request was generated by us and sent to the service provider corporate office during the early portion of Jan 2024. The letter likewise requests adjustment of the invoices to align with the promised rate. At the time of filing the instant complaint the corporate office has not responded however **** shows delivery was signed for on 16 Jan 2024 1025am by a ***************. The amount of money invoices and paid to the service provider is in excess of $700. We are a family of 2 total people and utilize mini split systems (super energy efficient) to cool and heat our home. We do not utilize central AC or heat as the per kw hour consumption is significantly greater in comparison to the mini split systems. The corporate has not made any attempt to resolve the matter. Detailed invoices show that the service provider has billed a per kw fee greater than the promised amount regardless of the amount of electric consumption..

  Business response

  02/26/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  

  **************** called 4Change energy on 11/14/2023 to switch his service from his previous provider to 4Change Energy. During the call, the customer chose the Maxx Saver 12 plan. The agent provided all the pricing details in accordance with the Electricity Facts Label (***). The agent advised the average rate for 1000 kWh is 11 center per kWh and the energy charge is ****** per kWh. The agent also explained that the average rate of 11 cents per kWh for 1000 kWh includes all charges including the charges from the **** Oncor. During the recorded authorization, **************** agreed to the Maxx Saver 12 plan. In addition, a Welcome Kit which included ****************** enrollment documents and the *** were emailed to ***********************************(attached) on 11/14/2023. The *** outlines the average rates for 500, 1000 and 2000 kWh and the energy charge of ****** cents which is a fixed rate. Please note the following passage on the *** Your average price per kWh may vary each month based on your Monthly Billed kWh Usage, TDU Delivery Charges Per Month, and TDU Delivery Charges Per kWh which will be passed through to you as billed from the Transmission and Distribution Utility (TDU). Additionally, ****************** monthly bill includes the energy charge of ****** per kWh on page 2 (most recent invoice attached). 4Change Energy has billed **************** accurately according to the ***. Therefore, a billing adjustment is not warranted. **************** may call 4Change Energy to discuss swapping to another plan with a lower energy rate.
  
  As it relates to ********************* signing for the certified letter **************** sent to ******, **, I will reach out to **************** to confirm why the letter did not make it to 4Change Energy. Once I get those details, I will update this response.

  Business response

  02/28/2024

  UPDATE: Regarding the certified letter **************** mailed to the ******, ** address

  Please note the address **************** mailed the letter to is not the address for 4Change Energy; the address if for another *********** (parent company for 4Change Energy) building. It was determined the letter was routed to the correct building location for 4Change Energy however, the letter cannot be located. Please forward this update to our customer for review.

  Customer response

  03/01/2024

  I have reviewed the business response and accept this resolution. 
  The confusion occurred at the time of enrollment into the plan. 

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