ComplaintsforCirro Energy

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the 2nd time this fraudulent account ********** has shown up on my credit report. It was first reported in March 2022 for $208.00. Fraud Case with FTC #CC39832792 was resolved and removed from my credit report. It appeared again in June 2024 as same account number with a balance of $584.36. FTC report # ********* was filed 6/24/24.I have never done business with Cirro Energy, these are not my accounts. I have never lived in *****, I have resided in ****** for more than 10 years consistently.I have spoken to Cirro Energy and asked them to not allow any accounts to be opened in my name. They failed and here we are again.

  Business response

  06/27/2024

  Please see attachment. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a deposit of $159.00 to start service & was told by at least 5 different cirro employees including someone named **** that gave me his word that the electricity would be turned on by 11:59pm CT. I called so many times to ensure this and was assured by multiple representatives that the electricity will be turned on on the 18th & the only thing we are waiting for is OnCor to turn on the service since the work order has already been sent out. I have now contacted OnCor at least 4 ************ have said each time they never received a work order. After each time that ***** stated this I called Cirro energy back to let them know that the work order was not sent or that OnCor hadnt received it. Each time I told Cirro this they reassured me that the work order was sent out & the electricity will be on by 11:59pm. It is now 2:47am and not only is it extremely hot in my home I am feeling ill because I accidentally fell asleep in this hot home thinking that the electricity will be turned on, never happened. I am so incredibly disappointed in the misinformation that was given to me by Cirro employees. I do not even know what to do because it is now so hot in my home in this Texas heat and its almost 3am, where am I supposed to go? Why did they lie to me?

  Business response

  06/27/2024

  Please see attachment. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They keep tagging my credit report for services in ** when I never had them 6 times I've delt with this

  Business response

  05/14/2024

  Please see attached. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently, I came to know that a collection with ********** systems in the amount of $119 was placed on my account. I'm not responsible for any debt with Cirro energy or ********** systems. I don't have any contract with either Cirro energy or ********** systems. This is a violation of the Fair Credit Reporting Act and this disputed item should not appear on my credit report. I never heard of Cirro energy in my entire life. This is shocking to me that such account appeared on my consumer report. I want this account to be removed from credit report ASAP.

  Business response

  05/03/2024

  Please see attached. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a complaint with Cirro Energy and that's with me being a customer for 7 years. I originally called them on 03/18/2024 to request to cancel my services on 3/22/2024. I switched companies but then cancelled with that new company same day. I called Cirro back on 3/21/2024 to advise them to take my cancel request off I'm going to just stay with Cirro. When I call in I'm told my account has already cancelled and I owe around $1200.00 due to average billing. Keep in mind i have two accounts with Cirro ******************************************* and ******************************************. I advise them that I did not request an early cancel and they get a Supervisor. I talk to the Supervisor and he tells me to hold while they listen to the call and verify what i said. I waited and he verified that I did request to cancel on 03/22/2024 and not earlier. He apologized and told me due to that error he will sign both of my accounts on an amazing cheaper plan and take care of any confusion. I agreed to sign up on the new plan as long as i don't have to pay $1200.00. He signed me up and i signed the contract via DocuSign. I asked once again about the bill of $1200.00 and he assured me not to worry about it and he will submit a ticket to correct the billing. He even said I will continue to see it on my account but again don't worry it will be corrected and taken off. Of course, I trust him and move forward. I check my account Via the app and online and i see the bill but just like the supervisor has said I trust that it will be taken care of. ***** comes around and i show a deduct from my bank of $1200.00. I have Cirro on autopay and it was taken out. Now again I have had Cirro for 7 years so I trust them to be on auto pay and not change that. I call in and talk to a supervisor and after waiting over an hour he tells me he will try to fix it and while he messages someone to fix it he says he cannot do anything about it. He later tells me that the first supervisor failed to see that there was a change with the other company and that's why my account closed early once that change occurred. I explained to him that if i knew from the beginning that i was going to be charged $1200.00 I wouldn't have signed up and it would have been a different conversation. He apologized and said due to policy's there is nothing that can be done and I owe that money and he gave me an escalation phone number to call that next day. This is the number he gave me ************. Now I would love for you to call it to see that's its only dead air. I called in later to get a manager or this so-called escalation line and guess what happens? 4 reps transfer my call to that dead air phone number. This is 4 different times and I truly hope someone takes the time to look and listen to these calls to see how horrible the customer service is. I finally get transferred to a "Manager" only to find out an hour later that I get the exact explanation as before. Nothing they can do and the best thing is to have another manager call me the following week. You can guess what happened next. No call from a manager to me or my husband to follow up on this matter. I work as a Sales Manager in a *********** and this is a horrible way to treat a customer. Please listen to all calls and properly train the reps on how handle any calls and how every call is recorded so if you promise the customer something you will have to honor just that. I have taken plenty of escalation calls in the years I have worked in a call center and the way I was treated is not ok. I need a resolution to my problem. Refund me the $1200.00 and fix my agreement on both accounts to match what I was told. If the first supervisor told me he was going to take care of the balance, then that's what needs to be honored. The balance needs to be taken care of not rolled into some other agreement.

  Business response

  04/19/2024

  Please see attached. 

  Customer response

  04/19/2024

  I am rejecting this response because:   This is not a resolution to my issues. Their response is only saying that my account is in review. How is that a resolution? This shows the lack of customer service with that company. 

  Business response

  04/19/2024

  Please see attached. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have put a collection on my credit report owing $510 2 months ago and I have never had that company I don't even have any utilities in my name and haven't had any sinse 2017

  Business response

  04/10/2024

  Please see attached. 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Through the time having cirro energy for a supplier they kept charging us more and more with a lot of hidden charges finally 1 month ago wanted to do something about the high prices for energy supply decided to go with another company through west ********** following bill was included a $650.00 dollar fee from cirro energy which made our bill ****** dollars for a family that works paycheck to paycheck through the whole process of switching over to new supplier we were never informed at all of these charges that we wouid be asseed with we have no idea how were going to afford it it was total lack of communication on there part if only we wouid of know we could of approached this differently we were simply trying to save money for the family for food and everything else we can barely afford dont think its right that they can do that to people just trying to make it .. the month prior we were sent a bill of ************************************************************************************************************************************************** do the right reasesrch for our power usage .. Very poor buisness between cirro energy and West **********

  Business response

  03/28/2024

  Cirro Energys Response to BBB Case # ********
  
  
  At Cirro Energy, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
  
  Issue
  
  Cirro Energy received a complaint on March 20, 2024, regarding the pricing of ************************* Cirro Energy electricity supply account.
  
  History
  
  Mr. ********** account was enrolled into the Standard Offer Program (SOP) with Cirro Energy by his local utility, West *********** on February 17,2021.  Following the enrollment, on February 22, 2021, ********************** was e-mailed a copy of our Disclosure Statement detailing the full terms, including the right to rescind. ********************** did not exercise this right and the account began service with Cirro Energy on February 26, 2021, as determined by West ***********
  
  On January 24, 2022, Cirro Energy mailed ********************** an Initial Notice that his fixed price contract would end on March 19, 2022, and that after that date, the service would continue on a monthly variable pricing plan. Cirro Energy mailed an Options Notice about this change on February 6, 2022, that included a new Disclosure Statement and his new per kWh supply price. 
  
  Cirro Energy also sent ********************** 30-day price change notices on April 10, 2022, July 9, 2022, October 8, 2022 and January 7, 2023.
  
  On February 21, 2024, Cirro Energy received an inbound cancellation order. The Cirro Energy account will stop service on March 31, 2024, as determined by West ***********
  
  On March 18,2024, Cirro Energy received a call from ********************** regarding a large bill from West *********** The representative went over pricing and explained that the amount he has on his bill is not what was listed within his account. ********************** advised ********************** to contact the utility for more information on the billing. The representative offered a pricing adjustment as a customer gesture to help on his bill, which was accepted by **********************.
  
  Resolution
  
  Cirro Energy spoke to ********************** to discuss his complaint and share these findings on March 18, 2024. The manager explained that the information on his bill does not match what we have on file and that he may have received a budget billing true up from West ********** due to his switch from Cirro Energy. Although no billing errors were found, Cirro Energy offered a pricing adjustment which ********************** accepted as resolution of this complaint. Cirro Energy considers this matter closed.
  
  For any additional questions about this concern, please contact me at the number below.Im available Monday through Friday from 8 a.m. to 5 p.m.
  

  Customer response

  03/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cirro is claiming that I tampered and is charging me $890 but wont tell me what that means or what I did. I havent tampered or done anything to anything electrical what so ever.

  Customer response

  03/12/2024

  Its Oncor utility that is making the tampering charges, but they are not providing me evidence and said they wont talk to me. I spoke with their tampering department and they said too bad, its their words against mine and they are charging me regardless. 

  Business response

  03/15/2024

  Please see attached. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not liable for this debt with cirro energy. I dont have a contract with TRANSWORLD SYSTEM ***** I reviewed my consumer report and Ive noticed in accurate account or accounts on my consumer report Im referring to this frivolous account #***************************** A consumer reporting agency have consume the vital role have a responsibility to report consumer information to the best of there ability with maximum accuracy. I have contacted EXPERIAN have ask the to reinvestigate and remove the inaccurate account from my consumer report that they are illegally reporting and I requested specifically the alleged original application bearing my signature they have not been able to provide such proof to me.This is a violation of the Fair Credit Reporting Act: and this disputed item may not appear on my credit report if it cannot be supported by any evidence of proof. I DEMAND THIS ACCOUNT TO BE REMOVED

  Business response

  02/02/2024

  Please see attached. 

  Customer response

  02/06/2024

  Hello my name reads *******************************: ******* thanks CIRRO for your presentment response, my address reads *********************************************************************************************************************************. Ive been here for 17 years I have no knowledge of that address on your presentment. (1)CIRRO ENERGY Please send a copy of my wet signature on any  allegedly financial agreements you have. (2) TRANSWORLD SYSTEM *** debt collector please send me copy or copies of the purchase agreement or agreements of this debt that is on my EXPERIAN consumer report. 

  Customer response

  02/12/2024

  I am rejecting this response because:   

  Hello my name reads *******************************: ******* thanks CIRRO for your presentment response, my address reads *********************************************************************] without *****************. Ive been here for 17 years I have no knowledge of that address on your presentment. (1)CIRRO ENERGY Please send a copy of my wet signature on any  allegedly financial agreements you have. (2) TRANSWORLD SYSTEM *** debt collector please send me copy or copies of the purchase agreement or agreements of this debt that is on my EXPERIAN consumer report. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  FRAUDULENT ***********! I repeat 16 accounts were set up fraudulently under my name between 6/2023 and 11/2023! The police are involved in the fraudulent practices and lack of oversight of account information. I don't live in **. Never been there and never heard of Cirro until a collections alert showed up on my experian acct. I asked ******************** how this could happen and they said anyone can open an acct on line. I guess with stolen info. Nobody checks. This is a large ongoing investigation. I want the $13,000 in charges nullified and my credit restored. There are countess stories like this on here about Cirro. When is someone going to do something about it? Isn't there any ***** pride left?

  Business response

  01/19/2024

  Please see attached.

  Customer response

  01/29/2024

  I have reviewed the business response and accept this resolution. The bigger issue here is that the business practice of Cirro. Cirro does not verify the physical address of the new account being set up belonging to the individual that submitted the information. Fraud will continue to happen at Cirro day after day. ******* lives will continue to be upended because they refuse to verify the recipients address. They also do not require ANY payment info to start service. These two things can easily be implemented with little effort. I believe they do not do this as a way of making money on all the fraudulent accounts that are set up that aren't caught. Otherwise they would fix the issue. The issue of fraud at Cirro has been going on for years and years as you see on many of the complaints with nothing being done about it. Yes the fraud was removed and I don't owe anything to this company and the threat from a collection agency was removed BUT not after upending my life for days and missing work to deal with this bs which cost me hundreds of dollars. I'm sure Cirro doesn't care about any of this. It's the ***** way.  

*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. ↩