ComplaintsforExpress Energy

• 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.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB Express Energy has not been sending me any RENEWAL notice/information about my contract expiration, which I believe happened in end of July 2022. I have not received any contract expiration notice or renewal offer. I am not getting any notifications via email or post. I beleive that this is a deliberate attempt by express energy to render a customer like myself into a highly expensive month to month rate: Base Charge - $9.95 per billing cycle. Energy - $16.500 c/KWHr After calling Express Energy and Emailing, Following is a written acknowledgement from Express Energy that Express Energy has failed to send any renewal information. I would be thanknful to PUC if you could help me in getting Express Energy honor the same rate of Energy - $6.314 c/KWHr (A 12 month contract Plan "SPEEY 12", which was without any base charge) Please find the email by Express Energy acknowledging that they have failed to let me know the Expiration date of the contract. Also, in this email Express Energy has miscommunicated the actual Expiration date of my former (12 month) contract for "SPEEDY 12 PLAN" The Original Speey 12 Plan was: Energy - $6.314 c/KWHr TDU - $3.42 Delivery - $3.4928 c/KWHr I have requested Express Energy to honor the same rate as the "SPEEDY-12" Plan of $6.314 c/KWHr (For the month of August 2022), and not subject me to (the Month to Month rate of Energy - $16.500 c/KWHr and base charge) My Express Energy Account Number is Account Number: XXXXXXXX Can PUC please help stop this intentional hiding of information and deliberate attempt to hold information from Consumer practiced by Express Energy ? Would appreciate if PUC can help me have Express Energy Honor the original monthly rate as mentioned above for Aug 2022. That way, i would get time to shop for a reasonalby affordable plan. Would very much appreciate help from PUC. thank you, ******* ****

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/19) */ Thank you for allowing Express Energy the opportunity to respond to our customer's submission. Due to a technical issue, the customer did not receive a contract expiration notice. Express Energy processed a rebill using the customer's previous plan for the months they were charged on a month-to-month plan. We apologize for any inconvenience this may have caused them.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  With Express Energy if you call to make a payment arrangement and you pay the biggest part of the bill and they still call and threatened to cut off your power, and when you call they don't give you that much time. My light bill have been off the roof right at 500.00 dollars a month. I have ask for a assessment to check why the power bill is so high. I feel something needs to done about them.

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */ Thank you for allowing Express Energy the opportunity to respond to our customer's submission. On 8/8/22, the customer was sent a disconnection notice advising that a past due balance of $484.51 was subject to disconnection if not paid in full by 8/19/22. The customer made a payment of $300.00 on 8/16/22, leaving $184.51 past due, and the account subject to disconnection. Rather than disconnecting the customer, Express Energy called the customer on 8/23/22 to offer a payment arrangement. The customer called back 8/24/22 and advised that they would be paying the remaining past due balance that day. The customer has seen an increase in usage which has caused their bill to increase. During the summer and winter months, increased billing is largely attributed to increased usage by customer's cooling and heating systems. No billing adjustments will be provided as the charges are accurate according to usage received from the meter readings provided by the Transmission Distribution Utility (TDU) and the pricing plan the customer selected at enrollment.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in a contract with Express Energy for .0865/kwh which was expiring. Express sent me an email with an offer for .102/kwh for two years. I accepted the offer at that time. Then, when I received my bill, I saw they were charging me .15/kwh. I called Express and the person I spoke to had a difficult time understanding my issue and communicating anything useful to me. I spent a lot of time going round in circles with her and was not offered any resolution. Unfortunately, I deleted the email that they sent me with the offer because I thought there was nothing further to do. Lesson learned. But I'm sure they have a record of the communication that they sent me and they should honor the offer they made to me that I know I accepted.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you for allowing Express Energy to respond to our customer's concerns. We verified that the customer was renewed on the plan that was offered to them via email. The customer was sent an advance renewal offer for the Freeway 24 which has an average price of 10.3 cents per kWh at 2000 kWh and includes the following charges Base Charge: $9.95, $35 per billing cycle 2000 kWh, Energy Charge (1-1000 kWh): 15.000¢ per kWh, Energy Charge (1001-2000 kWh): 0.0¢ per kWh, Energy Charge (>2000 kWh): 15.000¢ per kWh, Oncor Electric Delivery ("TDU") Charges: $3.42 per billing cycle and 3.8907¢ per kWh. These figures reflect TDU Delivery Charges as of 4/7/22. TDU Delivery Charges will be passed ******* as billed from the TDU. The customer has been billed correctly and no adjustments will be made.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bill has tripled since moving to my new home and is causing a financial crisis. I have reached out several times trying to get a lower plan. I work nights and sleeo days so i have asked for an emailed response. I recently asked for an additional four days to pay my bill when I get paid on the 19th. The have a disconnection scheduled for the 15th. They are unwilling to give me the extra 4 days and then on top of my 309.00 bill, they will tack on numerous additional fees. This creating a financial crisis due to the amount of money that has to go to my electric bill. It will affect my day to day life and wreck havic on my finances and way of living! Not one time have they offered any option for electricity assistance or allow me the additional four days to pay my bill so as to avoid disconnection of service.

  Business response

  11/03/2022

  Business Response /* (1000, 7, 2022/08/29) */ Thank you for allowing Express Energy the opportunity to respond to our customer's concerns. We were able to speak with the customer 8/15/22 and an extension was granted without service disconnection. We apologize for any frustration this has caused. Consumer Response /* (3000, 9, 2022/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept it, because they are lying. They WOULD NOT AND DID NOT GIVE ME UNTIL THE 19TH TO PAY. I HAD TO OVERDRAW MY CHECKING ACCOUNT BECAUSE THEY REFUSED TO WAIT FOUR MORE DAYS. They have not once offered any plans for low income households and have yet to explain how my bill has tripled for a single person that moved within the same zip code and with 300 square feet less house. Business Response /* (4000, 13, 2022/09/19) */ Thank you for allowing Express Energy to respond to our customer's concerns. On 8/15/22, Express Energy requested that the customer make a payment of 25% of their past due balance prior to granting a five-day extension for the remaining balance. The customer made the payment as requested and their service was not disconnected. Electricity usage at one premise is not comparable to another due to many variables including different appliances, different heating and cooling systems, and different levels of insulation. A meter test was ordered June 2022, at the customer's request to verify the accuracy of the readings and the meter was found to be functioning correctly. Express Energy recommends that customers experiencing difficulty paying their bill contact 2-1-1 Texas for information about services or agencies in their area that may offer utility assistance.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Express Energy is unfairly and has unlawfully tried to bill me for $286.05 for a unit I do not reside in. I have disputed this with them for several months and even spoke with my bank and fraud department to have the funds they deducted from my account erroneously removed and refunded. My financial institution agreed with me and refunded my account after doing an independent investigation. I have tried tirelessly to speak with Express Energy. And per their customer service rep I quote , " Their services would automatically terminate once I started a contract with another company." Which I did when I moved to another apartment complex on 03/17/22. I explained this to them, which they were fully aware of and I was then told that I would be contacted by a manager for this issue. To which I was never contacted back. To no avail, I have reached out to Express Energy multiple times. Prior to things escalating to this point, I also tried to cancel my services with them via their website. Which is the initial way I stated my services, however there was no cancellation button available. Only an end of contract date, which coincides with the end of my lease. My lease ended on March 23, 2022. The bill in which they are trying to hold me liable for to date is NOW dated 7/27/22 in the amount $201.37. Not only has the bill date changed the amount due has as well. This company continues to cause me mental and emotional duress and frivolous billing me. Please assist me and have them cease with their practices.

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/20) */ Thank you for allowing Express Energy to respond to our customer's submission. Express Energy is not aware when a customer moves from their premise and starts service with another provider, nor does the expiration of their contract end their service with Express Energy. As a courtesy, Express Energy has rebilled the account to 3/23/22. We have applied a credit of $96.77. Due to the disputed payments, a balance does remain on the account. We apologize for any inconvenience this may have caused them.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I enrolled with this provider July 2021. Less than a week after setting up, I noticed our statements had the wrong apartment number listed (we lived in 9209, and they had us registered in 6206). I called them on 7/7/21 to notify them of the issue, and they seemed very helpful (opened an account for 9209, and assured me the account for 6206 would be closed within a week, and that I would not be billed for the wrong address). They did not actually end up closing the account for 6206, and began to bill me for services for BOTH apartments. I called 5 more times over several months to try to resolve the issue, and was assured each time that the account for 6206 would be closed (Call Dates: 7/14/21, 7/16/21, 8/31/21 (was hung up on), 8/31/21, 9/16/21, and 10/1/21). When they finally sent me a disconnection notice for 6206 on 10/4/21, they informed me that I would be required to pay for the power for that unit (that I NEVER lived in) from 7/1/2021 though September (totaling $531.78). It wasn't until I threatened contacting the BBB and involving a lawsuit for fraud that they agreed to waive the cost. I wanted to cancel right away and use another provider for my correct unit 9209, but they convinced me to stay and finish out my contract. Last week, on the date of my year contract end for unit 9209 (7/7/2022) I called them to confirm the account closure. They stated that the account was not going to be closed (as they had promised me back on 10/1/2021), and that they would be instead switching me to a month-to-month plan. I told them I did not want that and wished to close the account, effective 7/7/22. The rep told me they couldn't close it same-day, but assured me the account would be closed no later than 7/8, and that I would receive my final bill within a week. On 07/14/22 I received a final bill, but they are charging through 7/13, not 7/8 as the rep stated. I called and they FINALLY closed the account FOR REAL today 7/15, but said I will be billed through 7/15 now.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/28) */ Thank you for allowing Express Energy the opportunity to respond to our customer's concerns. Express Energy has rebilled the customer's charges according to the move out date provided in their submission and applied a credit to their account. A new bill has been issued to the customer. We trust that this issue has been resolved to the customer's satisfaction and apologize for any inconvenience this may have caused. Consumer Response /* (2000, 7, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company reversed payments on my account for 4 months of service. They said I owed the money and that I didn't pay. I researched my credit card and found where I did pay and sent in proof of payment. They realized their error, however they still kept sending me bills for the 4 months of service and I would have to call each time. They then disconnected my service. It was restored about 6 hours later, however I work from home and missed several important meetings. Each month they keep telling me the error has been fixed, but every month I keep getting charged for their error (4 months of electricity). I've asked 3 times to have a manager call me, and they do not. I've spent about 10 hours on the phone with this company, lost business time for my electricity being out, and lost the contents of my refrigerator when they turned my electricity off. Their error has cost me a significant amount of time and frustration. It's ridiculous at this point. They keep apologizing and every month they say it's fixed, but it keeps happening.

  Business response

  08/22/2022

  Business Response /* (1000, 9, 2022/06/24) */ Thank you for allowing us to respond to our customer's complaint. We apologize for the experience the customer received. We admit that we made an error and are working to make sure everything is up to date on the account. We can confirm that the payments were re-applied to the account. Unfortunately, the subsequent invoices did not accurately reflect the re-applied payments so it looked like a charge when it should have been a credit. We are working to update the account so the next invoice will accurately reflect the credit on the account. On 5/24/2022, a supervisor attempted to reach out but was unable to get ahold of the customer. A voicemail was left asking the customer if he wanted to leave the credit on the account or receive a refund. Additionally, the supervisor offered to apply a credit to the customer's account for compensation. 4Change Energy did not receive a response. A refund will be processed on the account for the credit balance. Please allow 3-5 days for the refund to be processed. Consumer Response /* (3000, 11, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked multiple times for a manager to call me and that did not happen. At no point did anyone reach out to me to resolve this. In fact, I received yet another disconnect notice for non payment. This has been absolutely ridiculous. Business Response /* (4000, 13, 2022/06/30) */ A supervisor called on 6/30/2022 around 12pm. There was no response and a voicemail was left. Please call back at the earliest convenience and we will be happy to discuss the concerns on the account. Again, we apologize for the frustration and look forward to speaking to our customer. Consumer Response /* (4200, 15, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned the call on Thursday, June 30th at 4:56pm however I have not received a call back from the business. I need them to define the resolution in their response to the BBB since many things that I've been told by this business over the phone have been false. Business Response /* (4000, 17, 2022/07/13) */ We attempted to call again on 7/12/2022. We apologize that we have been unable to reach the customer to clarify the issue. We can assure the customer that the account is up to date and all previous errors have been resolved. A refund of $354.80 was processed on 6/27/2022. Additionally, a $50 credit was applied as compensation for the refrigerator items. We appreciate the customer's patience and again apologize for the experience he received.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service in December of 2021. My bill was never over the $200 in February of 2022 My bill went to $469 then in March of 2022 it was $429 now in April it was $163. I have not changed how I use electricity since December. Nothing new was added in my home or taken away. But the company(express energy) claims I used more killiwatts in those 2 months. They will not look over the bill or do a re reading of my meter. Now they have shut my lights off after I was getting help with a government angency(endeavors) to pay my bill since it was so high those 2 months. The agency sent a letter of Intent 3 days before they shut my lights off. They even sent it through the email express energy provided. They claim they did not get the email but endeavors says it says received.

  Business response

  06/27/2022

  Business Response /* (1000, 7, 2022/05/20) */ Express Energy can confirm the customer started service in December 2021. The first invoice the customer references was for $699.05 due on 3/16/2022 2,859 kWh usage. This invoice included a balance forward of $200 from the previous invoice. The next bill the customer references was for $888.40 due on 4/15/2022 for 2,245 kWh usage. This invoice included a balance forward of $469.05 from the previous invoice. A payment was not made by the invoice due date, so the customer was sent a disconnection notice due on 4/29/2022. Express Energy did not receive a pledge (intent to pay) or payment by the disconnection notice due date, so the customer was disconnected on 5/2/2022 at 12pm. On 5/2/2022, at 4:15 pm, Express Energy received a pledge from Endeavors to cover the customer's past due balance. The pledge was promptly applied to the customer's account and a reconnection order was sent. Express Energy understands the customer's frustrations. The reason the invoices increased was a combination of higher usage and partial or no payments. There are many factors, such as weather, that can increase usage even if the thermostat is not changed inside the home. The customer is free to contact customer service should she have any further questions. Thank you for allowing us the opportunity to respond to our customer's submission.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Express energy charged me 601.57 for the month of March for an energy bill that said I used 3600KW hours. I thought it was strange because nothing changed or was added to my home for the month of March. The power was out over 3 times that month because of blown transformer and I had to take my 4 children to a hotel room. Also the month of march was the first month that the actual energy company had to come read my meter with a human because they were no longer 4g read and needed to be read individually and manually. So I've been with Express for over 10 months and my bills are always consistent with the KW hours. My bill was never over $350 dollars then I get a bill for 601.57. Express energy refuses to admit anything wrong and are trying to dump the solution the Texas New Mexico Power. I first opened my case March 23rd when I saw my bill, then they sent the TXNM power to check my meter and they REPLACED MY METER. So there was an issue. I called them back April 24th and still had no resolution and deflection of blame to TXNM power. I finally had a manager that tried to buy my solution for a 30 dollar credit when it should be more around 350 dollars. They can acknowledge that they see a huge change in that month but they will not offer any solutions other than a 30 dollar credit. I don't see how this is legal. They are just making people pay whatever suites them and are not providing a solution. I am not a person to report ANYTHING but someone needs to stand up and say something because this should not be a legal thing to do. I feel violated and I told the energy company after a 2 hour phone call that I was just defeated and I was going to do anything and everything to try and make sure this doesn't happen again. Thank you for taking the time to read this.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/05/10) */ Thank you for the opportunity to address our customer's concerns. Each month, Express Energy receives usage information from the customer's Transmission and Distribution Utility (TDU). The customer's TDU, Texas New Mexico Power (TNMP), not Express Energy or any other retail electric provider, owns, maintains, and reads the meter. The TDU provides each retail customer's usage information monthly to Express Energy. Express Energy then takes the usage data provided by the TDU and populates the customer's bill with the usage and the resulting billing at the price structure agreed to by the customer, which can be found on the Electricity Facts Label (EFL). TNMP was unable to retrieve the actual usage data from the meter on the scheduled meter read date 2/3/22, so they provided an estimated reading for the billing cycle 1/3/22-2/3/22. The customer was billed $327.22 for this cycle and their billing statement indicated that usage for the billing period was estimated. TNMP was able to provide an actual meter reading for the next billing cycle, which corrects for any over or under billing that took place due to the estimated reading for the prior billing cycle. Express Energy submitted a billing dispute with TNMP for the usage period 2/3/22-3/4/22 on the customer's behalf 3/23/22 and no adjustments to the usage were made. The meter was replaced by TNMP 4/7/22 due to incompatibility with upgraded wireless service in the area. We understand the impact an unexpected increase in billing can cause and have offered a $30 courtesy credit to help offset this increase. We appreciate the opportunity to service our customer's electricity needs and regret that they were not satisfied with the service received. Thank you again, for allowing us to respond to our customer's submission.

*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. ↩