Complaintsfor4Change Energy

• Initial Complaint

  10/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started my service with 4change around the 3rd of the month. They billed me for about 4 days because " my service didn't start withing their billing period". So I payed a way higher rate but it was only a few days. Okay fine. Then they tell me my billing cycle will end on the 15th of the month. Then I get an email saying its the 12th. And then they wind up sending it on the 11th.. I call 4 change and wait on hold for 45 min just to get the run around and be told my billing will differ about 5 days each month. They changed it right before I got into target energy usage.and now I will be alot over on the next bill. This is not on accident! I was told theres nothing they can do this is normal. I payed the most I've ever payed for electric in my small house. And this definitely feels sketchy. Also their smart meter readings are way off and mean nothing at all. Especially since they change the billing cycle as they see fit

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/10/13) */ Thank you for the opportunity to address our customer's concern. Meters are read by the Transmission and Distribution Utility (TDU) and sent to us. We do not have any control over this nor do we have any control over the time they pull this reading. We submit the bill to the customer after we receive the meter read from the TDU. The meter read dates are established for the year and are published for customers to view. Our customer can view Oncor's meter read dates at https://www.oncor.com/content/dam/oncorwww/documents/partners/rep/2021%20Meter%20Reading%20Schedule.pdf.coredownload.pdf. The first bill was for only 4 days and was prorated prior to sending it to them. The customer's first bill was $33.28. Our customer was only billed for his usage for the 4 days. The 2nd bill was for 29 days per the TDU meter read cycle and our customer used 921 kWhs during that billing period. This did not meet the threshold to receive the bill credit. However, as a courtesy, we have applied the bill credit he would have received if he had reached 1000 kWh. We encourage our customers to sign into MyAccount and look at their usage portal. Our customers can also sign up at Smart Meter Texas to keep track of their usage throughout the month (https://www.smartmetertexas.com/home). Consumer Response /* (2000, 7, 2021/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9 September 2021. This company was providing electricity for a house I was staying in and the end date for the electricity was to be shut off which I told the person who set up the account was 31 July, 2021 I am still being charged for the electricity for 705 kern rd killeen, TX 76541. I would like the money that I had just been charged of $183.79 to be refunded to the account that it had been pulled out of

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/09/10) */ Thank you for the opportunity to address our customer's concern. 4Change Energy spoke with the customer and he was advised the payment will be refunded back to the card within 3-5 business days. The payment method has been removed from the account. The account is not in his name, so 4Change Energy must wait for the account holder to cancel services, but this customer is no longer attached to the account. Thank you for your business! Consumer Response /* (3000, 12, 2021/10/06) */ I still have not received my money like the business said they would send Business Response /* (4000, 14, 2021/10/08) */ Thank you for reaching out again. You are correct. When we removed the payment method last time we spoke, we no longer had the card information to refund the payment. This caused our refund to error out. The payment has been refunded as of today. Thank you for your patience!

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was up for renewal and went with the suggested plan from my provider. I received a higher bill than many previous months. I called to change my plan to avoid this happening before my bill cycle ended and was told that it would not be applied to my current bill. I believe that the plan suggested for me was not in my best interest. I asked for a credit in the amount that I would have saved with the plan change and was denied. I asked to speak to a supervisor and was told someone would call me back. I feel a credit is due to me for the change in plan resulting in my higher bills

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/09/01) */ Thank you for the opportunity to address our customer's concern. At the time we received the call to change to update the plan, the new bill was in the process of being created. Due to this, the bill could not be backdated. However, we offered to apply a credit to the customer's account. We would like to point out that both plans work well with the customer's historical usage. The difference in cost from the old plan vs. the new plan would have been $26. We spoke with the customer on 8/31/2021 and let her know we changed her back to her old plan. As a courtesy , the credit of $26 was applied to the customer's account. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The difference was not $26 and I was offered $20 credit but later received a call that said they would ack date my bill. I will call later today to speak to them . Business Response /* (4000, 9, 2021/09/07) */ Thank you for the follow-up. The newest bill that came out has the correct plan and rates. The bill in question is the 8/4/2021 statement. A total of 1711 kWhs billed. On the original plan, you were billed $148.86 (our energy charges) and qualified for a $20 credit because it was over 1000 kWh which brought the charges down to $128.86. On Maxx Saver, the charges would have been $204.98 minus the $90 credit you were eligible for which brings that amount down to $114.98. the difference between the two is $26.00. The TDU charges would not have changed because those are not part of the plan you were on. Please let us know if you have any other questions. We appreciate your business! Consumer Response /* (2000, 11, 2021/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the break down and I appreciate the $26 dollar credit will it appear on my next bill or has it already been credited to my current bill?

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bill was not even past due and they turn my electricity off on a Sunday at 9 o'clock at night and I have nobody to be able to get a hold of or contact and then they turn my electric back on for another like what 30 seconds to turn it back off again but then they're not even operating are open on a Sunday it's not even in normal business hours and this is an issue because I can't even get in my house or put groceries up or anything because I can't even see inside and I have no family here and nobody to help me and now I have had my electric turned off because of this company and I'm very upset because I had already spoke to somebody about this I did this to me the last time and they cut it off the day before it was the bill was even do you and I paid the bill and nobody I can't get a hold of anyone

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/08/02) */ Thank you for the opportunity to address our customer's concern. On 6/24/2021, we sent a disconnection notice with a pay by date of 7/6/2021. Payment was not received by 7/6/2021 and therefore the services were disconnected on 7/8/2021. Payment was received that day for the past due amount and a request to reconnect services submitted. Transmission and Distribution Utility (TDU) is responsible for physically disconnecting the service. The TDU does not work disconnections on a Sunday. We apologize for the frustration, however if you were disconnected it was likely due to an outage in your area. Oncor has a website to check for outages in your area https://stormcenter.oncor.com/.

*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. ↩