ComplaintsforExpress Energy

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  worst service ever they charge you a lot and this company just want to **** money out of you,don't goto this company what so ever there are many good providers outside just take a look around this provider is scam.

  Business response

  05/24/2024

  Thank you for allowing Express Energy to respond to our customer.
  

  This appears to be a review of Express Energy versus a complaint. Our customer is encouraged to contact our **************** team member; ******************************* at ************ or via e-mail (****************************************).
  We would appreciate an opportunity to speak directly with the customer regarding their dissatisfaction with our company.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a disconnect notice but on the same bill it says I owe 0.00. When I called customer service she whispers and makes no sense even when advised to speak up multiple times.

  Business response

  04/12/2024

  Thank you for allowing Express Energy to respond to our customers complaint.
  

  Express Energy identified that the emailed disconnect notice was inadvertently sent with the incorrect balance due of $0. However, the **** mailed disconnect notice did reflect the correct balance owed of $138.77. Express Energy is putting measures in place to ensure this issue does not occur again. In addition, Express Energy is aware there are times when audio issues occur over the phone. In this case, the agent did attempt to adjust her voice by speaking louder during the interaction that took place on 3/22/2024.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started with this electric company in September I got sick in December with Flu A I had to get am extension for a bill I paid half and the rest in 5 months with a lock on my account, then I received a & $650 bill and got sick with pneumonia and I am trying to get another extension but I don't have half the money and they will not give me a few more days without paying half and will not lift my hold and to beat all my electric bill for this month is $1070 with less usage from last month and they will not help me at all or lift my hold. It just seems strange to me that they put a hold on my account and my bill goes up $420 in 1 month

  Business response

  02/21/2024

  Thank you for allowing Express Energy to respond to our customers complaint.
  

  Express Energys records show as of now, ************** paid the previous deferred payment plan agreement amount. If ************** would like another deferred payment plan agreement, she is required to pay at least 50% of the past due balance. As a courtesy, this can be reduced to 25% of the past due balance. Express Energys policies regarding how we administer payment arrangements to our customers, including the Switch Hold are aligned with the ************************* rules.
  

  The bill in question due on 2/20/2024 shows usage of 5141 kWh for the bill cycle of 1/2/2024 to 1/31/2024. The previous bill due on 1/22/2024 shows usage of 3559 for the bill cycle of 12/1/2023 to 1/2/2024 which was lower usage from the current bill. ************** is currently paying ******* cents per kWh.All meter readings from the **** ***** were actual readings and not estimates for these two bill cycles. Additionally, the **** not Express Energy owns,maintains, reads the meter, and measures the usage. Express 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. ************** is welcome to call ********************** to discuss other rate plans with a lower energy charge.
  

  In addition, the current bill cycle included a few days in January where ***** experienced adverse weather conditions and low temperatures.These few days of low temperatures increased the usage for most ***** customers. Express Energy can confirm our customer has been billed accurately ********************** on the data provided by Oncor and the rate plan selected during enrollment. Therefore, a billing adjustment is not warranted.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged a rate double what was agreed upon. Refusal to credit the account. Refusal to speak to managers. Refusal to provide corporate information for contact. Please see attached email.

  Business response

  12/21/2023

  Thank you for allowing Express Energy to respond to our customer’s complaint.
  

  Express Energy’s records show the customer renewed their contract with an effective date of 9/15/2023. The plan the customer chose at renewal was the Express 36 plan that has an energy rate of 8.277 cents per kWh. The previous plan the customer had prior to renewing was the Speedy 36 plan which had an energy rate of 4.400 cents per kWh. This rate was lower than the Express 36 plan, however, the Speedy 36 plan at the rate of 4.400 cents per kWh was no longer available to the customer at the time of renewal which was explained to the customer.
  

  During the renewal interaction, the customer agreed to all terms including all pricing details. In addition, Express Energy sent the customer their Welcome Kit which included all their plan documents including the Electricity Facts Label for the Express 36 plan. This document outlines all of the pricing components. Our records show this was explained to the customer multiple times. Also, a member from corporate did attempt to contact the customer on 11/17/2023 and 11/22/2023. The customer wasn’t available and a voice mail message was left requesting the customer to call customer service back. In addition, the customer spoke with a supervisor on 12/7/2023 who explained late fees and the early termination fee was waived as a courtesy. An additional courtesy adjustment of $100 was granted bringing the balance down to $532.10. No further adjustments will be given.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has refused to correct this billing error and have now sent this fraudulent bill to collections. I have been fighting this for almost one year and had to dispute their fraud charges with my bank to recover my funds. I have now received a collection notice from this. I am in the middle of buying a home and cannot have this collection (which if fraudulent) on my history.I have attempted more times than I can count to get their billing error corrected and they have refused to do so. My services terminated on 12-22-22. I paid for that final bill the first week of december and they actually owed me a refund. I called them on 12-27-22 to verify that they had taken the power out of my name I was lied to and told by their rep. that, yes, it had been done.I then received an email the end of January saying they were sorry to see me go. WHAT???? My service ended 12-22-22. THEY NEVER TERMINATED MY SERVICE ON 12-22-22 AND INSTEAD HAVE BEEN TRYING TO BILL ME EVER SINCE THEN AND WILL NOT CORRECT THIS ERROR. They need to pull the many emails, phone logs, etc and get this fixed and stop this collection. I ENDED UP HAVING TO DISPUTE THEIR FRAUD WITH MY BANK TO RECOVER MY FUNDS FROM THEM.

  Business response

  12/13/2023

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My contract lapsed and I was sent no physical parcel to let me know, only an email that I can no longer get into. My electric bill is typically $350 or less. My bill this month is $711. I called to dispute my charge and the billing department rep wouldn't do a dispute or help me out. Instead they wanted to put me on a payment plan on top of my bill. According to my rights as a consumer I have a right to dispute my bill and was not afforded that right. In fact I was vehemently denied it and the service rep hung up on me. I would also like to add I have been a customer since 2021 and have paid my bill on time every month. I'm a disabled veteran who just CANNOT afford $700 due to being on a fixed income. I don't know why a billion dollar company who gets paid on time every month cannot help me out with this issue and instead would rather put a customer into debt, especially at a time when most Americans are struggling to get by.

  Business response

  10/05/2023

  Thank you for allowing Express Energy to respond to our customers complaint.

  Customer response

  10/16/2023

  I told the representative I was unable to pay the money because I already couldn't afford the overpriced bill or even my typical bill PLUS extra payments on top of my bill. I will not be going with your company because I wasn't properly informed of my contract lapsing. I was not able to pay my car note due to your greedy business policies of ripping off a consumer as a billion dollar company. No residential electric bill with in a **** sq ft home should ever be over $700. 

  Business response

  10/26/2023

  Thank you for allowing Express Energy to respond to our customers rebuttal.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to contact the company to discuss the significant increase in my bill however the company's number is disconnected and there is no other method provided to get in contact with them.

  Business response

  10/17/2023

  Thank you for allowing Express Energy to respond to our customers complaint.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Energy express ignored my reqest to stop services on 12-23-22. They have refused my final bill showing charges through 12-23-22 and applying a ****** credit to those final charges. I got a "pay or go to collections" email from them for charges of $462. after my stop service date of 12-23-22. I am in the process of buying a home and cannot have a collection on it, so u paid it thinking it would be refunded once they were notified of their mistake. I even ****** on dec 27th and spoke to someone to verify it had taken out of my name *** was told that it was. They have taken an unauthorized debit of 212 from my account on feb 23, 2023. I have been dealing with them now for hours and days trying to get the money the stole from me, only to have nothing done. They refuse my final bill through dec 23, 2022. I had a 127 credit that I made in 12/01/22 for the purpose of it being for the weeks left of service. So now, they have stolen ******, 462, and another unauthorized debit of 212.This is theft, and I cannot afford the money they have stolen from me. They are rude, they do not speak english very well, they refused to stop my service, they lied to me on dec 27th verifying to me that it had been stopped, they have taken unauthorized money of 212 out of my account for services that should have ended 12/23/22. I have written 3 complaints to texas puc and one to the attorney general. I need my money back to be able to afford living. I am afraid they have created a domino effect of nsf charges due their recent unauthorized debit. These people are unethical, immoral, and should all be fired for their incompetence. They also were speaking to a third party who was not authorized on my account on the date of my stop service and they decided to not stop my service. ARENT THERE LAWS THAT PROTECT PEOPLE FROM THAT VERY BREACH OF CONFIDENTIALITY/PRIVACY?THEY HAVE FRAUDENTLY BILLED FOR SERVICES THAT WERE TO END 12-23-22 and need to refund 991. (127, 462, 212)

  Business response

  03/29/2023

  Thank you for the opportunity to allow us to respond to our customer's concerns.  We have communicated with our customer multiple times explaining her bills, credits and payments.  All concerns have been addressed already for our customer.  We have tried multiple times to contact our customer but she is not taking our calls or returning our calls. 4Change Energy can confirm we have not drafted any payments from our customer's financial institution for usage after 12/27/2022. In our last email response, we provided a direct number in our corporate office for our customer to call.  Our customer has not contacted us via phone as of yet.  We have addressed all our customer's concerns and can assure her there are no outstanding corrections or adjustments to be made on her account.   

  Customer response

  03/30/2023

  I am rejecting this response because:   everything they say is a complete lie.  They still owe a refund for 212.  Instead of refunding me the entire payment of 462 they only refunded ***************************************************************************** to without my knowledge.  MY SERVICES THROUGH MY END DATE HAD ALREADY BEEN PAID IN FULL ON DEC 1ST.  THEY NEGLECTED TO  APPLY THE ****** TO MY ENDING BILL OF $122+.  I NEVER OWED THEM A DIME AND HAVE BEEN DEALING WITH THEIR LIES AND CONFLICTING STORIES FOR FOUR MONTHS NOW. I WILL ATTACH ALL OF THEIR LIES THROUGH THEIR OWN EMAIL MESSAGES.  I AM FED UP WITH THIS AND YES, I REFUSE TO TALK TO THESE RUDE, LYING, UNETHICAL PEOPLE THEY EMPLOY.  NOT ONLY THAT, I WORK NIGHTS AND SLEEP DAYS.  I HAVE HAD IT WITH THIS COMPANY AND AM DISGUSTED BY THEIR UNETHICAL PRACTICES.  I WANT MY MONEY REFUNDED.  PERIOD

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a contract with Express Energy that provided a $100 statement credit for using at least 1,000kWH during a monthly billing cycle. During three billing cycles in a one-year period October 2021, January 2022, and October 2022, my electricity usage was on track to exceed 1,000kWH during the monthly cycle, however Express Energy inexplicably read the meter after only 29 days, resulting in usage less than 1,000kWH. If the 30th was included during these cycles, all would have exceeded 1,000kWH. Customer service refused to honor the usage incentive stating they were not responsible for reading the meter early.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/11/09) */ Thank you for allowing Express Energy the opportunity to respond to our customer's submission. Meter reading is done by the customer's Transmission Distribution Utility (Oncor) on predetermined dates with between 29 and 33 service days in each regular billing cycle. The $100 monthly bill credit is applied each billing cycle the customer reaches 1000 kWh. The customer did not reach the minimum usage level and the credit was not applied. The customer was billed correctly based on their plan and the usage provided by Oncor; no adjustments will be made. We apologize for any inconvenience this may have caused the customer.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had used Express Energy for the previous year and was up for renewal. Given the high cost of electricity currently, I shopped around and called Express Energy Customer Service. I was offered a 36-month plan, and when I shared my concern with committing to a plan for 36 months, I was informed that I could change my plan as many times as I wanted, as long as I remained with Express Energy. In October, I realized the price of electricity had dropped a bit from June, so I called Express Energy to change to a cheaper plan. I was then informed that I could change my plan only once for any given contract i.e. once in 36 months, which is completely different from what the Customer Service Rep had told me when signing up. I consider this false advertising and borderline dishonest practice. Out of principle, I promptly canceled my service and transferred to another provider, and Express Energy was quick to charge $240 cancellation fee. If I was provided truthful information when signing the contract, I would not have signed up for 36 months, nor would I have gotten stuck with a $240 cancellation charge. I seek a refund of the $240 cancellation fee, which I have already paid.

  Business response

  01/18/2023

  Business Response /* (1000, 7, 2022/10/24) */ Thank you for allowing Express Energy the opportunity to respond to our customer's submission. The customer logged into their online MyAccount portal and completed a transfer of service to a new address beginning 6/29/22. When the customer changed to another provider at their new address, they were charged an early termination fee of $240.00 consistent with the customer's Electricity Facts Label (EFL) for the 24-month term they enrolled on and Express Energy's Terms of Service Agreement (TOSA). Because the customer self-enrolled on this plan and agreed to the terms of the plan as they were provided, no adjustment will be made. Consumer Response /* (3000, 9, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Express Energy conveniently did not address the main reason for the dispute - that I was lied to, misled and provided false information that led to me signing a contract. Business Response /* (4000, 11, 2022/11/04) */ Thank you again for allowing Express Energy to respond to our customer's submission. Express Energy has waived the early termination fee leaving a credit of $245.19 to be refunded back to the customer's card. Please allow 3-5 business days for refund processing. We apologize for any inconvenience this may have caused.

*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. ↩