Complaintsfor4Change Energy

• 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. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  4change energy 1/25/2024 - ************************* will not allow me to make an automatic payment, or over the phone. They will only allow a CASH PAYMENT at one of their alleged Bill *** locations via Fidelity Express. Have visited 15 to make payment and none accept 4change Energy bill payments. I have requested on several occasions that they give me an actual site that will accept payment OR accept a phone or automated payment. They have given me neither and my service will be disconnected tomorrow, without a good faith effort by 4change to actually allow me to make the payment. If a person actually has the money and can pay as I do, they should at least give me an actual location that accepts payment OR allow an automated payment which I have been requesting since they have not given me a location that accepts CASH payments. My fear is that they will disconnect my service tomorrow and then tack on the EXTRA fees to reconnect, and still direct me to a 'CASH pay' location that does not exist and I will remain without power. Please help facilitate an honest resolution.

  Customer response

  02/06/2024

  It has been resolved.  After the multiple phone calls I made over the last week, I was on the line for about 45 minutes yesterday, and an agent finally pushed my request to reinitiate auto-pay on my account and I paid my bill.  He stated that it will remain going forward, and I will fulfill my duties (payments) to ensure it does.

   

  Thank you kindly,

   

  ***************************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for a contract back in September 2023 and initially, they seemed great. After October, our bill consistently kept going up but we hadn't changed anything with our usage. Now January **** and our bill has almost doubled since December to almost $450. I was expecting a slightly higher bill due to the few days that were below freezing but double? Prior to receiving my bill, I was watching the usage and estimated amount. I questioned it because we were receiving random spikes at times that we were sleep. My first response from them immediately stated that the readings were accurate then the next response when I questioned the pricing they stated it was an estimated usage. When I questioned that as well, they insinuated that I just wasn't understanding and that these were just estimates. Not once have I had anyone offer to look into this to see if something is happening. Not only that but they have ignored previous emails of me asking why they claimed **** cents just for me to be charged ***** cents. They were falsely advertising their product and no where did I see in my contracts that that's the charge I would be getting. My last email was them stating that they will have someone call me to better explain my services. I've stated multiple times that I keep track of my usage and I understand how to lower the usage. Terrible customer service and a terrible company to deal with. I thought TXU was bad.

  Business response

  02/09/2024

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

  Regrettably, we did not hear back from *************
  

  ************ agreed to a two-year contract with 4Change Energy. ************ signed up for the Maxx Saver Select 24 plan. This plan has an energy charge of ****** cents per kWh and a bill credit of $100 for usage of **** kWh or more. The last invoice for service period 12/28/23 - 01/29/24, registered **** kWh for this period. Please note that the *** Oncor,not 4Change Energy owns, maintains, reads the meter, and measures the usage.4Change Energy then takes the usage data provided by Oncor and populates the customer's bill with the usage and the resulting billing at the price structure agreed to by the customer. Please note, ********************** does control the meter read cycle dates. If ************ believes the readings are incorrect or if she would like to discuss another rate plan, she may call 4Change Energy at ************.
  

  As it relates to the estimated usage mentioned in the complaint, if ************ is referring to the estimated usage tracker on her MyAccount, those projections are just estimates. If ************ wants a more accurate view of her usage, she should sign up for Smart Meter ***** at ************************************.
  

  4Change Energy would appreciate an opportunity to speak directly with ************ to discuss her bill. 4Change Energy has billed the customer accurately ********************** on the usage provided by her *** Oncor and the billing structure of the plan she chose (EFL attached).

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I renewed my electricity plan with this company, the representative told me I would only pay **************************************** electricity I used. I asked her was she sure because I have always been told that the rate varies with the amount used. She said yes maam regardless of what u you use you will only pay 12 cents per kilo watt per hour. I asked her several times and her answer was the same. I called back today and now its something different. I was told the calls are recorded. So this conversation should be recorded.

  Business response

  02/08/2024

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

  A member of corporate reached out to ******************** on 2/7/2024 via phone and email. We are waiting for the customer to return our call so we can review the bill and rate with her. I will update this response once we've made contact with our customer.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is stealing from customers, Based on my smart read meter. I have paid over $800 for the last 2 months bills but in previous bills, I used more kilowatts and got charged less by a few hundred dollars. ***** ********** says this is a retail issue. The smart read meter company says I need to change retail providers without penalty. I was on the phone for over 2 hours with 5 different representatives that phone mysteriously hung up, I was told they do not have a dispute department. note the document I have uploaded showing my data stated that the data may not match the bill. Who is lying here? ***** ********** says it's 4change who does not have a dispute department.

  Business response

  01/29/2024

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

  A review of the account identified the historical usage for December 2022 and January 2023 is consistent with the usage registered for December 2023 and January ****. The only exception is there was an increase of 235 kWh for December 2022 compared to December 2023.Kindly note, the monthly usage is passed through from the utility company,Texas New ************* 4Change Energy then takes the usage data provided by Texas New ************ and populates the customer's bill with the usage and the resulting billing at the price structure agreed to by the customer. In addition, Texas New ************ raised their rates significantly effective September 1, 2023. This could be another factor impacting the bill. ************** is on a great rate plan which carries an energy charge of **** cents per kWh. Additionally,************** consistently incurs additional fees such as late fees, disconnect notice fees and a monthly installment amount of $34.00 based on a deferred payment plan arrangement agreement.
  

  4Change Energy has billed ************** accurately based on the monthly usage registered by Texas New ************ and the rate plan the customer agreed to. ************** can contact ********************** at ************ to confirm if there is another rate plan better suited for her needs and or to request a meter test from Texas New *************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been with this company for 6 years. Started out great. For the last year and this year my electric bill in the winter months only has skyrocketed. My bill this month (Dec) is ******. My projected bill for ******* is over ******. This company needs to be looked in to every winter for their rates they are charging. Running my a/c during ***** ******* my bill averages ****** per month. I have the same a/c heat unit for the entire time and it was installed new 7 years ago. Have it serviced every year! I dont know what is going on in the winter months this year and last. My bills were not this high 3 or 4 years ago when we had the cold spell and snow for over a week with lower temps. Thank you for your time and attention.

  Business response

  02/01/2024

  Thank you for allowing 4Change Energy to respond to our customers complaint.
  A review of the account shows ************************ has had three different energy rate charges since October 2022 as outlined below:
  

  10/29/2022 to 2/10/2023 
  Charitable Saver 12 - energy rate ****** with a $50 credit for usage of at least **** kWh
  

  2/14/2023 to 11/10/2023
  Savvy Saver 36 energy rate 10.350
  

  11/11/2023 to Oct 28, 2024
  Charitable Saver 12 energy rate ****** with a $50 credit for usage of at least **** kWh
  

  Please note, the **** not 4Change Energy owns, maintains, reads the meter, and measures the usage.4Change Energy then takes the usage data provided by the *** and populates the customer's bill with the usage and the resulting billing at the price structure agreed to by the customer. ********************** can confirm that ************************** has been billed accurately based on each plan selected at each renewal period and the usage provided by the ***. Our prices are competitive and will fluctuate per the price of electricity in the market at the time of renewal. If ************************* would like to discuss swapping to another plan, or if he believes there is an error with the meter reads, he may call 4Change Energy at ************.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am wrongly being charged a $180 early termination fee. I spoke with a customer service representative, and they informed me that my contract was renewed online in September 2023. I informed them that I have two small children who often use my phone and that I did not accept this renewal and that one of them probably clicked on it by accident. I knew many months prior to this that I was going to switch providers. I have a small one-story house and my friend who has a large two-story house pays half the cost I do. I knew around 6 months or more ago that I was going to switch and to what company. There is no way I would have accepted this offer. The only reason I did NOT switch then was because of the termination fee and I did not want to pay that. So, I was waiting until my contract expired to switch, which was this month (January). I tried to explain this to them, but they told me the termination fee is valid. Even after explaining that I have received multiple emails since satiating that my contract was about to expire.

  Business response

  01/18/2024

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

  **********************'s records show the new rate based on the renewal was effective with the Nov 8, 2023 bill. While records do show the customer did accept the renewal offer from 4Change Energy, as a courtesy, the $180.00 ETF was waived and the account is closed. The customer will be responsible for paying any charges minus the $180.00 on the final bill.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service in July of 2023 with 4Change Energy. We anticipated the sell of our home and moved into an apartment, this company was mentioned by our office manager. The buyer was under breach of contract and the sell fell through. We were forced to move back home, we transferred service and spoke with a representative of the company. I wanted to get out of our contract since we were moving back home and my husband still has energy through another company at our home. They mentioned I would owe them thousands of dollars to get out of the contract so I was forced against my wishes to keep them. I went ahead and just told them to transfer service and disconnected my husbands plan with another company to keep them and finish out my contract with them! I was very clear that I DID NOT WANT TO GO INTO A NEW CONTRACT! Every single representative I have spoken with has spoken broken English and has been a challenge to understand. I called today because I noticed some charges that werent right, I was just informed that they signed me up for a new contract and its been extended another year or so! I have had it with this company! They are a TOTAL RIP OFF! Everytime I ask to speak with a supervisor, Im on hold for a long time and then they tell me that they will have a supervisor respond within ***** hours and no one ever returns my calls! I just want to get out of contract with them and warn others about this dishonest company!

  Business response

  01/22/2024

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

  4Change Energys records show ********************* spoke with a supervisor regarding her complaint on January 9, 2024. The supervisor advised ********************* that the transfer of service call was reviewed and during the call, the spouse, ****************** ******** agreed to the 3 year plan and energy rate of ****** cents per kWh. If ********************* breaks the contract, the early cancellation fee will be $20 for each month remaining in the contract. 4Change Energy has billed the customer accurately ********************** on the plan terms and service agreement.

  Customer response

  01/23/2024

  I am rejecting this response because: The information is NOT CORRECT! I am requesting  a copy of the recording! LaVontis is NOT an authorized user on my account! EXPLAIN THIS TO ME, why would I attempt to cancel and then extent my contract further? I know what date I asked for my billing cycle to be populated near so I wouldnt have these late fees as we only get a check monthly. I am not surprised that I have these issues because clearly other people have been CONNIVED by your company!!! 

  Business response

  01/29/2024

  Rejection Response:

  4Change Energy will review further and call ********************* to resolve by the end of this week (Feb 2, 2024).

  Customer response

  01/29/2024

  I spoke with the agent and she admitted that my husband was not an authorized user and acknowledged that my wishes were to not keep or extend my services with 4change. When I asked for the recording she would not give it to me, she said she could only play it for me! I reject their response because its clear they dont have an honest complaint or customer service. 

  Business response

  01/29/2024

  Thank you for allowing 4Change Energy to respond to the rebuttal submitted by *********************.

  The transfer of service call that took place on October 17, 2023 was reviewed. During the call, ********************* gave 4Change Energy verbal authorization to have her husband, ******* ******** to continue with swapping the plan to the 36 month plan because it had a better rate. ********************* asked if the call could be sent to her. This request was declined and I offered to call her back so that she could review the call via a conference call. ********************* disagreed and hung up. 4Change Energy has a valid contract and the early cancellation fee will apply if ********************* cancels her contract. ********************* can call me back directly at ************. My name is *************************, **************** Manager.

  Customer response

  01/31/2024

  I am rejecting this response because:   I spoke with the agent and she admitted that my husband was not an authorized user and acknowledged that my wishes were to not keep or extend my services with 4change. When I asked for the recording she would not give it to me, she said she could only play it for me! I reject their response because its clear they dont have an honest complaint or customer service. 

  Business response

  03/06/2024

  Thanks for allowing 4Change Energy to respond to our customer's rebuttal.

  The renewal phone call was reviewed. Based on the phone call, 4Change Energy has billed the customer accurately ********************** on the renewal plan terms and service agreement. Please note, 4Change Energy did not add the spouse, ****************** ******** to the account. However, during the renewal call, ********************* verified herself as the authorized user and gave verbal authorization to have ******************** complete the renewal which is acceptable and a standard practice. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date was December 15 23 I basically called in to pay the bill that's how they got my information but they kept it in their system without my knowledge then charge my card with out prior authorization I need them to be charged with fraud or something they never had permission to keep my card information in their system and definitely didn't have permission to charge it when they wanted to

  Business response

  12/28/2023

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

  ************** started service with 4Change Energy effective September 9, 2023. During the online enrollment process via SaveOn Energy, a partner of 4Change Energy, the customer agreed to the Auto Pay (** Pay) terms and conditions as autopay is a requirement for 4Chabge Energy. The customer received their plan documents which included the ** Pay Terms and Conditions and the Terms of Service Agreement which outlines all fees for 4Change Energy. The plan documents were delivered to ********************* on 9/7/2023.
  
  4Change Energy records show two payments were drafted ******** pay (10/12/2023 payment for $140.53 and 12/14/2023, payment for $290.85).The other payment for $123.71 was paid online with a credit card by the customer to have their services reconnected on 11/29/2023. Autopay can be removed from the account but the customer will be subject to a one time e-doc Breakage fee of $19.95. The customer can be removed from autopay by calling 4Change Energy at ************. No billing adjustment will be granted.

*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. ↩