Complaintsfor4Change Energy

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been with 4Chabge energy since 2017. I always renewed my yearly contract, but somehow I have not been under contract with them since 2021-2022 to my surprise. My bills were extremely high during this time, so when I called them May 1st to see why, they told me it was because I wasn't under contract and paying 18 cent per kilowatt. I was paying $220 a month. The manager explained and said my bill would be significantly less in the $170s price range if I renewed my contract for two years for 10 cent per kilowatt. I agreed and now I have found out she lied just to get me under a 24 month contract. My monthly bill is now $233 a month. Way more expensive than not being under a contract. After calling and talking to an agent, they basically conned me by saying that my bill will be lower in order to get my under contract. I would like to speak with a manager.

  Business response

  07/02/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  
  A review of the account shows ************* is on one of the lowest rate plans 4Change Energy offers at ******* cents per kWh. By signing up for a 24-month contract, ************** is guaranteed this rate until the 24-month contract expires. The information provided by the call center is correct. The amount of the bill depends on usage and the $170 price range quoted was an estimate.
  
  When comparing the usage from 2023 for March, Apr and May, ************** used less in March and Apr 2023 than 2024. The usage for May 2023 was on par with May 2024 as denoted below:
  
  March 28, 2024 Apr 29, 2024   ***** kWh
  March 28, 2023 Apr 27, 2023   503 kWh
  Apr 29, 2024 May 29, 2024      ***** kWh
  Apr 27, 2023 May 26, 2023      648 kWh
  May 29, 2024 June 27, 2024     ***** kWh
  May 26, 2023 June 27, 2023     ***** kWh
  
  In addition, the rate ************** was paying in 2023, prior to the most recent renewal was lower at ***** cents per kWh.
  
  ************** is encouraged to sign up for Smart Meter ***** to keep track of her usage, especially going into the summer months when increased usage and extreme weather conditions will impact the usage and the monthly bill. Sign up for Smart Meter Texas here: ************************************.
  
  ************* may contact ******************************* at our **************** at ************ or ****************************************** further discuss this matter.

  Customer response

  07/02/2024

  I have reviewed the business response and accept this resolution. 

• 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

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/19 4Change energy took payment for an electricity bill, and said the next due date was 04/01. At the time of taking payment they received a death certificate for the account holder. 03/20 the electricity was turned on. 03/21 the electricity was disconnected as sup ***** submitted a Move Out request even though the house is owned and no one has moved out. The recieved $746.98 for 03/01-04/01 and then disconnected the services because the account holder was deceased. I asked why would you accept payment to bring the account current then close out the account and refuse to refund the balance unused and have been giving the run around. They refuse to turn on services even though they have the funds. They receive funds that would bring the account current till 04/01 THEN shut off and refused to provide services for what was paid.

  Business response

  04/12/2024

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

  4Change Energy billed the account and sent the invoice dated 2/14/2024 for $991.43 which included a balance forward of $746.96. 4Change Energy sent a disconnect notice for the past due balance of $746.96 advising the payment of $746.96 should be paid by 3/15/2024 to avoid disconnection. The payment wasnt received by 3/15/2024, so on 3/18/2024, a disconnect transaction was sent and services were disconnected for non-payment for $746.96.
  On 3/19/2024, 4Change Energy received the death certificate for ******************************* who was the account holder for account number **************** for service address ***************************
  ****** ** 75035-2859. The date of death was 2/24/2024. On the same day, 4Change Energy received a payment for $746.96 via card ending **** 8457 and reconnected the service. Please note, this payment was not auto drafted by 4Change Energy.
  

  On 3/21/2024, a member of 4Change Energys **************** processed a *** based on receipt of the death certificate to close out ***************** account. Please note, the *** was not completed by the supervisor ***** as noted in the complaint. When the service was disconnected due to the ***, ************************* called 4Change Energy inquiring about why the service is off and requested to speak with a supervisor. A supervisor wasnt available, and the agent submitted a request to have a supervisor call the customer back within ***** hours. Records show ************************* called multiple times requesting to speak with a supervisor but the request to have a supervisor call her back was already submitted. On 3/21/2024, later that evening, ************************* called 4Change Energy again and processed an enrollment to have services put in her name. On 3/22/2024, the enrollment was rejected and did not go through. A member from 4Change Energys corporate office attempted to contact ************************* twice on 3/25/2024 to fulfill the request of speaking to management but received no answer and left a voice mail message for each attempt. On 3/29/2024, ************************* called again and was able to enroll to put the service in her name which was successful. As a courtesy, 4Change Energy will provide a credit of $100 toward the final bill balance due to not notifying ************************* the enrollment attempt on 3/21/2024 was rejected.
  

  Please note, 4Change Energy did not disconnect the customer due to receipt of the death certificate. The amount of $746.96 was initially due on 3/1/2024, then again on 3/15/2024 per the disconnect notice. Due to this, a full refund of $746.96 is not warranted. Please see attachments.

  Business response

  06/14/2024

  Thanks for allowing 4Change Energy to respond to the rejection received.

  4Change Energy has no further comments per the original review and response already provided. No billing adjustments are warranted.

  Customer response

  06/14/2024

  I was called by the corporate office by a "*****************************" I was told I would be contacted back on Monday 6/10 and was not contacted. After ****** reviewed the case she advised me the protocol and procedures were NOT followed. I was then advised she would either be refunding the funds to my account or crediting the account on file. I have since had no contact and have left daily voicemails. 

  Customer response

  06/14/2024

  I am rejecting this response because:   "waiting on the business response"  is no response received. 

  Customer response

  06/14/2024

  I spoke with Quenna from *********** which is the corporate office for 4change energy. 

  email- **********

  phone- ****************************************

  It was confirmed the protocol/procedures were not followed. I was then advised a sup would contact me on Monday and have not been contacted In order to resolve this case. 

   

• 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.

*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. ↩