ComplaintsforVeteran Energy USA

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Veteran energy charging me a transfer fee after I call to verify would there be a fee if I transfered and the personal said no on the 26th of Feb. 2024 and today on the 29 of Feb 2024 I have a ****** transfer fee on my bill. I call today and spoke with **** and I told her to listen to the recoding. I was on hold for 47min and they did not have a supervisor available. This energy company trying cheap me out of money I don't suppose to pay. I verified before I transfered and the personal said no. I need help resolving this issue. This energy company is not telling the true about this issue. I asked twice before I hung up the phone.

  Customer response

  03/05/2024

  Yes, o read your response. I know they going to say that I had a contract with them that's the reason I put the other energy company on 3way because  at that  time the would have paid  the early termination fee. But he heard it just like I did and, he put me on hold and I have to ask my supervisor,he came back and and sad no. I ask again are you sure their is no early termination fee because I switching over to another company and said no again. It's all on recording. The reason is why I was switching over because I am not in the house at this time

   Going through a divorce i just go and check to see every is is ok, no one has broken in. Be out for 8 months staying with a friend until the divorce  is final.

  Business response

  03/14/2024

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

  Veteran Energy reviewed the call that took place on February 23, 2024. During the call, the customer stated they wanted to transfer their service and wanted to know if there would be a fee. Due to the customer stating transfer of service which means transferring from one address to another but keeping the same Electric Retail Provider, the agent stated there is not a fee to transfer services. However, ************** meant switching from Veteran Energy to another Electric Retail Provider. ************** agreed to a 24-month contract for the most recent renewal that began on May 5, 2023. Therefore, Veteran Energy may charge an early termination fee for ************** breaking his contract per the Terms of Service Agreement. As a courtesy, Veteran Energy will waive the *** of $246.61.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter on December 27,2023 stating my lights would be turned off December 23,2023. We were having a family function at my place and I had my stereo outside and we were having a bbq. When I got the letter, I was immediately on my way to pay the bill. Two days later I paid a little more to cover February. Now I have a bill for $238. My lights were never turned off. I have a camera to prove it. My phone would have alert me of disconnected or something wrong. If I paid my bill right away, you know my lights would not be on behind a $68 payment. Then I paid $80 2 days later. I paid my cellphone bill both days as well as my rent both days. Rent $850 and cellphone $90. I liked Veteran Energy until someone bought them out I guess about 2 years ago. I was with Veteran Energy since about 2011 and when the company was sold about 2 years ago, my bill has doubled and the service provider has rude customer service. They nice while theyre rude. Make a payment, you good. Anything other than that you be on hold and keep talking to different people because you got switched over and over. They all ask you the same questions. You not paying a bill, dont call them on your lunch break. I would not recommend this service to anyone. They were very good until the new owners bought it. Try your luck is all I have to say.

  Business response

  02/09/2024

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

  A member from our corporate office as attempted to contact ****************** twice to discuss his concerns but we have not heard back. We will attempt contact again.

   

  Business response

  02/12/2024

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

  Veteran Energy has reached out to ****************** to get additional details of his complaint as we are unable to determine what action, if any, we need to take. Our records do show a payment of $60.49 was made by the customer on 12/27/2023 to have the services reconnected after being disconnected for non-pay. Veteran Energy would like the opportunity to speak directly with our customer. ****************** should contact ******************************* at ************************************************ *************.

  Business response

  02/14/2024

  Update:

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

  Mr. ************************* called and spoke with a member of Veteran's Energy corporate office. The member explained that ****************** received a disconnect notice whereby the payment was due by the end of the day on December 22, 2023. That payment wasn't made on this date and due to the holidays, ********************** service wasn't disconnected until December 27, 2023. ****************** made his payment the same day and was reconnected. The member also advised that per Veteran's Energy Terms of Service Agreement, ****************** is subject to other fees associated with being disconnected for non-payment.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charging $240-$500 for a tiny apartment, live alone. Had infinite energy prior which was bought out by this company and lived with three other people at the time and only paid $19-56 a month for four years. This is the only company thats was charging me this much and questioned it numerous times. Finally switched and now only paying $40-60 a month. I feel this company is ripping off customers and they did this for 2yrs. Just absolutely disgusting

  Business response

  12/21/2023

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

  ************** renewed her contract with an effective start date of 2/25/2023. The plan chosen at renewal was the Secure 12 plan. This plan has an energy rate of ******* cents per kWh. Please note that the Transmission Distribution Utility (***) company Oncor, not Veteran Energy, owns,maintains, reads, and measures the usage. Veteran 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. Upon renewal, ************** was sent her plan documents which included the Electricity Facts Label for the Secure 12 plan. The Electricity Facts Label provides all the pricing components including the *** delivery charges. ************** has been carrying a balance forward for some time on the account. In addition, the usage for the summer months increased due to the extreme hot weather ***** experienced this summer. Billing and usage history data can be found on the customers online My Account profile.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My service was set up by a 3rd party agency. It was set up with the wrong address as West instead of East. When I called Veteran Energy on 7/29 to complain why I didn't have service turned on, someone finally realized the wrong address was requested. They supposedly cancelled the wrong account and correctly set up services for my address. I was charged $21.24 for when the wrong account was started until the day I called in on 7/29 to inform them of the error. I keep getting emails about the wrong account address and each time I call Veteran Energy to inform they kept telling me it takes 30 days to close but don't worry it's noted to close then I will not be notified anymore. Now on 9/10 I was charged $351.45 for the wrong account. When I called for a refund they said they are still waiting for the account to be closed and to wait 21 business days then they can refund me. I said it's past 21 business days and they still said I had to wait until it's processed closed before they can refund me. They cannot give me a date but to just wait. I asked for a supervisor and was told no one is available and they will call me back in 20 minutes. When I finally get a call back from a supervisor *****, he said they cannot do anything or refund until I get an email that this is closed. And to call them when I get the email. Again, no date on when this will be. Very frustrated, this company seems like a scam. Will definitely not renew or ever recommend this company.

  Business response

  10/05/2023

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

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a customer for two years now and for the first time, my bill has doubled in the last two statements! I keep my thermostat at 80°, blinds shut and run a small fan. I called to try to get explanation and all they offered what a payment plan. The weekly usage reports haven't been that different so my usage has been consistent yet they are charging me double now! It seems like they bumped up my fees since I did not renew a contract because I am moving soon. The last two months have been over $150 for a 1BR/1BA and I use the least power possible. When I called, they couldn't explain how my bill is twice as much when I pointed at the fact the my weekly wattage use hadn't change much. They are charging me more than what other people who either have a 2BR/2BA house or run their thermostat at lower temperatures! Please look into this company, I can't possibly be the only person getting ripped off.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/09/15) */ Thank you for allowing Veteran Energy the opportunity to respond to our customer's submission. The customer's monthly bill has increased because their fixed contract term ended on 6/25/22. They have since been placed on a variable priced default month-to-month product. Veteran Energy would be happy to speak with the customer about a plan that would better suit their needs and remove the price fluctuations that can be associated with month-to-month plans. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I became a Veteran Energy customer when they bought out the previous company I was with and have been a customer for about 2 years. They used to be very customer service oriented and now they aren't so much. Yes, my contract expired, but I wasn't going to sign one and then break it 2-3 months later and face a contract termination fee. My bill had never gone above $70-$85 and now it had doubled! I asked around and friends who have a 2BD apartment or keep their thermostat at 74-76° are paying about the same that I am being charged now, in a 1BD apartment! I keep my thermostat at 80° and am careful about energy use. I always check my weekly usage and it has remained consistent throughout these months. In the past, my weekly usage spiked even when I was out of town and left everything turned off, but I never got an explanation for that. Since I am no longer on a contract, my rate went from $0.11/kW to $0.16/kW. I understand my bill going up a few dollars, but it doubled instead! I bet my last bill will be just as high, ugh. So yes, I along with others, feel that I am getting ripped off. Based on some online reviews, it seems I am not the only one getting ripped off. I suspect the extremely positive ones to be fake since the company often times offers $ discount card in exchange for likes on social media and good reviews. People will post anything to get free stuff. I will not use this company again and decided not to have services transfered when I move. Business Response /* (4000, 9, 2022/09/23) */ Thank you for allowing Veteran Energy the opportunity to further respond to our customer's concerns. A Veteran Energy supervisor has spoken with the customer and applied a courtesy credit to their account. We apologize for any inconvenience this may have caused and hope that the customer is satisfied with the resolution we provided.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay Veterans Energy timely every month. They have an automated system that sends out an electronic notice stating you have an upcoming payment due date even though the payment was paid. This notice forces me to check my records to ensure I sent them a payment and to call them to verify receipt. I have asked on numerous occasions to be taken off of the electronic notices if they received my payment. Their representatives state they are unable to do so. I believe I am being dunned for a delinquent payment when Veterans Energy has receipt of my payment. At this point, I am paid ahead on my account and I am still being dunned. This is not right and i am seeking assistance end the electronic notices when they show receipt of the payments. Thank you.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/06/24) */ Thank you for allowing us to respond to our customer's concerns. Veteran Energy apologizes for any frustration the bill reminders may have caused the customer. We appreciate their feedback and look forward to making the changes the customer has requested in a future update. Thank you again, for allowing us to respond to our customer's submission.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Veteran Energy acct. number ********. ****** ****** I've paid my Veteran Energy bill for years online through my IBC checking account. On Feb. 23, 2022, I paid the bill as usual in the amount of $128.96. I received a confirmation number **********. However, on March 9, 2022, I received a letter saying the electricity was going to be disconnected for non-payment. I immediately went online and paid the full amount due--including a $29.95 "late payment" charge and other "fees." According to my bank, there is no record that Veteran ever attempted to withdraw the payment from my account. There was plenty of money in the account to pay the charge, and there was no "insufficient funds" fee charged to the account by my bank. I have contacted Veteran repeatedly, by email and by phone. I've received different answers as to what happened. The first rep said it was due to "insufficient funds." When I said that did not occur, the second rep said it was due to "no account." I asked both times for records or evidence to back up the late charges but those requests were totally ignored. I went online again, as usual, on March 23, 2022, and paid the $151.26 due; confirmation number **********. On Mar. 23, I received another disconnect notice, and more "late fees" have been assessed. When I called, the rep had a different story--that I had entered the wrong checking account numbers not once, but both times. (I've had this checking account over 30 years). She refused to proved any evidence to support the late fees and she refused to remove the late fees. At all times, my Veteran online account reflected the payments and they are marked as "confirmed" (copy attached). I would like the BBB to investigate and obtain proof that the "nonpayment" was my fault--something other than the changing stories of reps who just parrot canned answers. I've been charged over $60 in erroneous "late fees" and they do not care. Thank you!

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/11) */ Thank you for the opportunity to address our customer's concerns. Veteran Energy attempted to draft the two payments in question using the payment method provided by the customer. The payments were returned by the customer's financial institution with the return code R03 - No account found. This code means the account number or routing number attached to the payment does not match the customer's name or the account number provided by the customer does not exist. As a courtesy, we have waived all fees related to the two returned payments. These adjustments will be reflected on their next invoice.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had veteran energy while living in Texas. I paid the early termination fee and the account was closed. I now have a collections from veterans 2 years later saying I owe 183$ Even though the account was closed. I call to find out what's going on or our to pay this and customer service is saying the account can't be found. So how am I supposed to pay this or figure out what's going on ir the account can't be found with any of the correct information given.. I also shouldn't need to be paying a fee when I paid all the termination fees and the last bill.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/03/29) */ On 11/04/2020, Value Based Brands LLC (VBB) announced that it had reached an agreement to provide electric service to all existing Veteran Energy residential customers and would continue to use the Veteran Energy brand name to provide this service. The Former Veteran Energy exited the retail electricity market in Texas and transitioned its customers to VBB to be served under the Veteran Energy brand. According to records, this customer did not transition to VBB and therefore has never had an active account. Any collection activity for debt accrued 2 years ago was not issued by VBB d/b/a Veteran Energy and an adjustment cannot be provided.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a compliant for Veteran Energy. I paid a deposit of $300 in January 2021. As per the contract I would have been eligible to receive a refund or credit in 12 months of timely payment. I have been making timely payments ever since. It is now February 2022 and I have not received my refund yet. I have called the call Center 10+ times but I keep getting the same response,"Your refund will be deposited in 2-3 days, or a week, or 30 days." I last spoke with a supervisor in first week of February who said it will be definitely deposited on the 11th. I called the customer service again since no refund was issued, however they asked me to wait for 2-3 more days. It has been over a week since that conversation. Veteran Energy refuses to pay me back my deposit and I am begging for help. The account number is # XXXXXXXX. Please help.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/01) */ Thank you for the opportunity to address our customer's concern. Per our terms of service agreement (TOSA), "If you establish satisfactory credit with us by making timely payments for 12 consecutive months, then we will apply the deposit plus accrued interest to your account". Our customer's 12th consecutive payment was on 1/4/2022 and our system is set up to automatically apply this deposit to the next bill. The deposit was credited on the customer's February statement as it promised in our terms of service agreement. Consumer Response /* (2000, 7, 2022/03/04) */ Hello, I accept the business' response. Please close the complaint. Thank you! Dr. **** *****

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  JULY - AUGUST 2021 Billing statement has an early termination fee of $240.00. I should not be billed because I transferred my service. The account number is XXXXXXXX-XXX-X. I have called numerous times now 6 times as of today only to get a different answer each time. Today I was told service at the old address was still active I have not lived at this property since 7/1/2021 it was still on because we were moving our belonging and I had to keep on service until the property was inspected by Rental Co. I have asked to speak with a supervisor only to be told a callback would happen in 24-48 hours still no call. I am seeking credit for service 8-2 thru 8/14/21 I was told service was disconnected since 7/27/21 & told 8/14/2021 service still active at 521 HOGAN DR. HARKER HEIGHTS TEXAS. Please help us get resolution of this matter I want to pay this off so it does not affect my credit. I should not be charge ETF I transf. serv. Call Sheina (wife) XXX-XXX-XXXX if Im not avail.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/08/17) */ VBB Response - Thank you for the opportunity to address our customer's concern. The early termination fee is automatically charged when services are discontinued prior to the end of the contract. We then need to verify that there was a transfer of service and then we'll credit the difference. We originally disconnected services on 7/27 per the customer's request, however the customer called back and asked for it to be turned back on for the inspection. As a result, the services were not disconnected again until 8/14/2021. Because of this, our process to review the account and the early termination fee just occurred. As of today, we have credited the early termination fee and provided a courtesy adjustment for the charges for the first two weeks in August since there was confusion on both ends as to when the services needed to be shut off. There is still a balance due on the account and we encourage our customer to access their account online at https://www.veteranenergyusa.com/account-login to make the final payment for this closed account. We appreciate our customer's business and appreciate their patience while we addressed their concerns.

*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. ↩