Complaints

This profile includes complaints for PowerNext's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PowerNext

  909 Fannin St. Suite 3500 Houston, TX 77010-1034

• 

  PowerNext

  PO Box 734377 Dallas, TX 75373-4377

• 

  PowerNext

  PO Box 734377 Dallas, TX 75373-4377

• 

  PowerNext

  PO Box 734377 Dallas, TX 75373-4377

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill in November for over $200 in December another for $200 received my bill for January and it's over $300 I have never had a bill this high which is ridiculous since I'm only home 2 days out of the week. And I stay alone. When I had people staying with me my bill was never this high and I worked from home. I called them and the lady asked me why tou worried about the bill you get help with it. I informed her that it doesn't matter what I get help with my bill should not be that high. I asked for someone to come out and check meter and they refused. This company is doing what ever they want and I cant seem to get any answers

  Business Response

  Date: 02/25/2025

  February 25, 2025
  BBB Dispute Resolution Team
  *****************************
  ********************
  
  Customers Name: ******** ****
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  PowerNext received complaint # ******** from customer ******** **** on February *******. Our
  records indicate that Ms. **** completed a renewal with PowerNext on April *******. During the renewal Ms. **** agreed to all terms of service.
  
  On December 31, 2024, Ms. **** contacted PowerNext to discuss an unexpectedly high bill for November 2024. During the conversation, PowerNext reviewed her consumption data, comparing November 2023 to November 2024. In November 2023, Ms. ****** consumption was 756 kWh, while in November 2024, it was 577 kWh. Additionally, her consumption for December 2023 was ***** kWh, whereas in December 2024, it was ***** kWh. Based on Ms.***** consumption her usage has been higher in 2023 than compared to 2024. PowerNext suggested that Ms. ***** enrolls in Smart Meter Texas which is a tool we ask our customers to enroll in to better manage their consumption or to have visibility of their consumption. PowerNext has attached the usage history for 2023 and 2024. PowerNext would like to inform Ms. **** that she has the option to request a meter test. However, this process is handled by her Transmission and ******************** Provider (TDSP), ******************* and not by PowerNext. There may be a fee associated with the meter test, so we encourage Ms. **** to get in touch with ****************** for further details.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions,please contact us at *********************************************************************.
  
  Best regards,
  

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 9/6/2024 when I overpaid bill twice in amount of $68.67. They admit they owe me money but over the last month and 1/2 they keep saying it was mailed and I should get it by Friday. Then they changed their story that it was mailed 9/23/2024. I have yet to receive any money.

  Business Response

  Date: 11/12/2024

  November 12, 2024 
  
  BBB Dispute Resolution Team
  *************************************************************************************************
  
  Customers Name: ***** *********
  Complaint ID #: ********
  Account Number: *******

  To whom it may concern,

  Pulse Power received complaint #******** from customer ***** ********* on July 26, 2024. Our records indicate that Ms. ********* completed an enrollment with Pulse Power on August 12, 2022, online. During the enrollment, Ms. ********* provided her consent that she understood and agreed to the terms of service, including our refund policies.

  Ms. ********* made a payment of $68.67 to Pulse Power through the customer portal on August 22, 2024. She then mailed in a check for the same amount, which posted to her account on September 6, 2024. This resulted in a credit balance of $68.67 on Ms. ********* account.

  Ms. ********* contacted Pulse Power on September 13, 2024, requesting that the credit balance for the extra payment be refunded to her via check, as her account was final, and she had no other outstanding balances. Pulse Power submitted a case for the credit balance to be mailed to her address at **************************************

  Pulse Power confirms that a check was initially sent to Ms. ********* on September 16, 2024, and she was advised to allow up to 15 business days to receive the check. However, it has come to our attention that the check was not received by Ms. ********* and has not been cashed. To avoid any further delays, Pulse Power has voided the check and issued a refund to the last credit card Ms. ********* used to make payments. Please allow 3-5 business days to receive the refund back to the card.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at  *************************************************************************. 
  
  Best regards,
  Pulse Power *********** Team
  

  
  

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Powernext *********** a REFUNDABLE deposit of $225.00 on December 21, 2021. After 3 years my contract expired Aug. 21, 2024. I did NOT renew. Powernext did NOT automatically return my deposit so after a month I requested the deposit. Initially Powernext could not find my deposit but after 2 weeks of research they found my deposit and said it will take 14 days and they were sending my deposit check....this was on Sept. 15th. I have not received my deposit check and Powernext will not return calls explaining why.....When I talk to the customer service **** (including their supervisors) they will only say "they looking into it" and will call me back. After over 10 calls and 1 1/2 months I still get same anwers and absolutely NO EXPLANATION, TIMEFRAME, CURRENT STATUS, or resulution regarding my refund check. No one can provide ANY ANSWERS and it seems they are just putting me off and buying time hoping I'll just give up......

  Business Response

  Date: 11/07/2024

  November 7, 2024
  
  BBB Dispute Resolution Team
  ******************************************************************************************************
  
  Customers Name: **** ****** Jr
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  PowerNext received complaint #******** from customer ******* ***** on October 24, 2024. Our records indicate that Mr. ****** completed an enrollment with PowerNext on December 21, 2021, over the phone, along with a third-party vendor. During the enrollment, Mr. ****** provided his consent that he understood and agreed to the terms of service, including the deposit refund.

  On December 21, 2021, Mr. ****** completed the enrollment for his first account ********* at *****************************, which required a $225 deposit. This deposit was successfully paid. According to the terms of service, the deposit should be applied to the invoice after 12 successful on-time payments. However, due to a late payment, the deposit was not initially applied to that account.

  Despite this, the deposit should have been refunded after the termination of services on January 31, 2024. In January 2023, Mr. ****** moved and opened a new account ********* at ************************ After closing this account on August 13, 2024, he contacted PowerNext on September 5, 2024,regarding the deposit refund.

  PowerNext confirmed that the deposit was not applied to the previous account ********* due to the late payment. However, the refund has since been processed. A case was opened to issue a check for the remaining credit balance. Please note that it can take approximately 15 business days from the mailing date for Mr. ****** to receive the check.

  PowerNext is currently awaiting final confirmation from the accounting team to verify if the check has been cashed. If it has not, the check will be voided and a new one issued, or other refund options will be explored. PowerNext will follow up with Mr. ****** directly no later than Monday, November 11, 2024, to provide an update.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at ****************************************
  
  Best regards,
  PowerNext *********** Team

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against PowerNext regarding an unfair and unexpected rate increase on my final bill after my contract expired. I was a customer of PowerNext for a short period, and during my contract, I had no issues. However, I am aware that my contract ended in the last month I was with the company. To my surprise, I received a final invoice for $753, which was far higher than expected. Upon contacting PowerNext, I was informed that my rate, which had previously been $0.12 per kilowatt-hour, had been raised to a "market value" rate of $0.255 per kilowatt-hour. In my opinion, more than doubling a customer’s rate after the contract ends is both unethical and a form of price gouging. Furthermore, during this same period, I was able to find competitive rates in the market ranging from $0.14 to $0.16 per kilowatt-hour, leaving me uncertain about how PowerNext determines their so-called "market value." To make matters worse, when I inquired about potential relief or a payment plan, I was informed that I was not eligible for any payment options since I had already switched to another provider. The representative I spoke with could not provide any assurances about avoiding collections, although they did mention that I could make partial payments on my own terms. However, this offers little peace of mind as there was no guarantee that my account would not be sent to collections. I believe this rate hike and lack of customer support for former clients is an unfair business practice. I kindly request that the BBB assist me in resolving this matter by advocating for a more reasonable billing adjustment and clear communication regarding payment options

  Business Response

  Date: 10/14/2024

   
  October 14, 2024 
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Tyler *****
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  Pulse Power received complaint #******** from customer Tyler ***** on September 26, 2024. Our records indicate that Mr. ***** completed an enrollment with Pulse Power on January 16, 2024, online. During the enrollment, Mr. ***** provided his consent that he understood and agreed to the terms of service, including our out of contract terms. 
  
  In review of the account, PowerNext confirms that Mr. *****’s account was billed correctly in accordance with the established contract terms and the monthly usage reported by the Transmission and Distribution Utility. Please find attached the Electricity Facts Label for reference. It is important to note that PowerNext provided the required contract expiration notices which included the default renewal product in compliance with Substantive Rule § 25.475(e), related to contract expiration and renewal offers. If a customer takes no action in response to the final notice of contract expiration for the continued receipt of retail electric service upon the contract’s expiration, the Retail Electric Provider must serve the customer pursuant to a default renewal product that is a month-to-month product. Please be aware that when Mr. ***** contacted PowerNext to request a deferred payment plan (DPP), it was explained that because his account was no longer active, the option for a DPP was no longer available. Mr. ***** then explained that he would make payments as soon as possible. Nevertheless, we have contacted Mr. ***** to offer him payment accommodations.
  
  On September 27, 2024, PowerNext made two attempts to contact Mr. ***** to provide him with an account update. However, Mr. ***** was unresponsive to these calls. PowerNext left a voicemail advising Mr. ***** that he has 60 days from his final bill due date of September 19, 2024, to pay off the final account balance of $599.42.
  
  As of August 28, 2024, Mr. *****’s account has been cancelled. As of today, October 14, 2024, the current outstanding balance is $257.42. Once the remaining balance is paid, Mr. ***** will have no further obligations with PowerNext.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected]. 
  
  Best regards,
  Pulse Power Social Care Team
  
  

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  The company only allowed 60 days to complete the payment process and close the account and Powernext uses predatory practices when pricing out of contract consumers. I do not find either satisfactory.
  
  Regards,
  
  Tyler
  
   

  
  

  Business Response

  Date: 10/22/2024

  
  
  October 22, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Tyler *****
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  Pulse Power received complaint #******** from customer Tyler ***** on September 26, 2024. Our records indicate that Mr. ***** completed an enrollment with Pulse Power on January 16, 2024, online. During the enrollment, Mr. ***** provided his consent that he understood and agreed to the terms of service, including our out of contract terms.
  
  Mr. ***** did not complete a renewal of his contract with PowerNext prior to the expiration date. Consequently, he began being billed at a variable rate in accordance with the terms of service Section 2.2. It is important to note that PowerNext provided the required contract expiration notices which included the default renewal product in compliance with Substantive Rule § 25.475(e), related to contract expiration and renewal offers.
  
  Our standard procedure for collections begins 30 days following the cancellation date. PowerNext allotted Mr. ***** 60 days past his final invoice due date of October 17, 2024, to pay off his outstanding balance, as a courtesy. We understand that the 60-day period for completing the payment process and closing his account may seem restrictive. This policy is in place to ensure timely account management and to protect both our customers and our company from potential financial discrepancies. However, we are always open to discussing individual circumstances and finding flexible solutions where possible. If any additional time is needed, Mr. ***** may contact PowerNext’s customer service.
  
  Regarding the pricing for out-of-contract consumers, we strive to maintain transparency and fairness in our pricing practices. Our rates are determined based on several factors, including market conditions and regulatory guidelines. We do not engage in predatory pricing, and we are committed to providing competitive rates to all our customers. Your feedback is invaluable to us, and we will use it to review our policies and improve our services. Thank you for bringing this to our attention.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  Best regards,
  Pulse Power Social Care Team
  
  
  
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 12-month contract expiration, I was automatically renewed month to month...this was a HUGE MISTAKE with a company that believes in highway robbery. I was previously on a 6.8 cent per KW hour plan which jumped to 17.9 cents then in the middle of the month on the 2nd month of the month-to-month plan my rate jumped to 25.5 cents per KW hour! I am on auto pay and the bill before this month I thought the increase in the bill amount to $597.23 was simply due to increased summer usage... then this month I got a $916.55 bill! I've spoken at length with 2 representatives of the company, have been disconnected from the complaint resolution department and was promised a callback but have not received it. Clearly they are in no way willing to make any accommodations to the last 2 months' bills to reflect a more reasonable and current market rate which as of today is between 10.9 cents with a competitor or even the 13.6 cents they currently offer. I accept responsibility for not renewing the plan, but this level of price gouging is incomprehensible! I am a single mother on a fixed income and cannot pay $916 for one month's energy usage. Yes, its summer and yes my usage is up due to that but its the rate going from 6.8 cents to 17.9 cents to 25.5 cents in a 2-month time frame that I have an issue with along with their unwillingness to work through to a resolution. I suggested a meet-in-the-middle solution of adjusting the past 2 months' charges to a flat 17.9 cents and then renewing with them for their current published offer of 13.6 cents.If they are unwilling to work with me on this I will cancel and sign with another company at the current market rate of 10.3 cents per KH hour which is less than half what PowerNext is charging!

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  BBB Dispute Resolution Team
  ******************************************************************************************************
  
  Customers Name: *** ********
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  PowerNext received complaint #******** from customer *** ******** on August 22, 2024. Our records indicate that Ms. ******** completed an enrollment with PowerNext on March 24, 2021, over the phone, along with a third-party vendor. During the enrollment, Ms. ******** provided her consent that she understood and agreed to the terms of service, including our billing policies.

  Ms. ******** completed her most recent contract ******* on April 3, 2023, for a 12-month fixed rate contract with an energy rate of 6.8 cents/kWh, which was set to expire on April 18, 2024. PowerNext emailed Ms.******** ******* reminders on 2/18/24, 3/4/24, and 3/19/24, informing her that we would continue to serve her electricity on a month-to-month basis with rates that could vary if she did not renew her contract. Ms. ******** did not complete a contract ******* with PowerNext prior to her contract expiring,consequently, her account began being billed at a variable rate.

  After receiving her complaint and reviewing her account, on March 29, 2024, a PowerNext supervisor reached out to Ms. ******** to inform her that we sent her all the proper notices to renew her contract and offer her the current ******* options. Additionally, PowerNext advised Ms. ******** that her rate is no longer fixed due to the contract expiration which resulted in her being billed at a variable rate, per her terms of service. Ms. ******** requested that we rebill her last invoice generated in the amount of $916.55 on August ******, at a rate of 17.9 cents/kWh. PowerNext informed Ms. ******** that we would not complete any billing adjustments since the billing was accurate, her usage increased and was billed at a hold over rate. PowerNext offered Ms. ******** a contract ******* so she would lock in a fixed rate moving forward as well as offered her a $75 credit as a courtesy. Ms. ******** declined completing a ******* and the credit being applied to her account.

  Per the terms of service, Ms. ******** will continue to be billed at a month-to-month variable rate if she does not complete a ******* or switch to another retail electricity provider. Ms. ********* PowerNext account is active and currently has no outstanding balance at this time.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at  *******************************************************************.
  
  Best regards,
  PowerNext *********** Team

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract expired with PowerNext on May 21, 2024. I arranged on April 17th through Energy Ogre (who has my proxy to do this) to switch providers on time. I was set up on autopay so all bills have been paid in full on time. So I was shocked to receive a bill from PowerNext on July 1, 2024 for $546.79 due July 17! (with them planning to draft it from my autopay!). (By the way, my previous bill was only $312.93 so the massive increase was shocking) I promptly called Energy Ogre to find out what the problem was since I received a confirmation email to start service from ***** (my new provider) on April 17, 2024. ***** said that PowerNEXT placed a "SWITCH HOLD" on my account which was not disclosed to me or Energy Ogre. PowerNext has not to date provided any explanation and has NOT removed the hold. I feel that I am being held hostage for NO REASON! Energy Ogre escalated the issue with PowerNext to no avail. This business practice feels unethical and possibly illegal. Please HELP! Thank you for your assistance.

  Business Response

  Date: 07/20/2024

  July 19, 2024
  
  BBB Dispute Resolution Team
  ******************************************************************************************************
  
  Customers Name: ******* *****
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  PowerNext received complaint #******** from customer ******* ***** on July 4, 2024. Our records indicate that Ms. ***** completed an enrollment with PowerNext on June 2, 2020, over the phone, along with a third-party vendor. During the enrollment, Ms. ***** provided her consent that she understood and agreed to the terms of service, including our payment arrangement policies.

  On May 4, 2023, Ms. ***** contacted Pulse Power to request a deferred payment plan (***) for her outstanding balance of $429.02 in order to restore her electricity services. PowerNext provided Ms. ***** with the deferred payment plan terms, which included placing a switch hold on her account.Additionally, in the instance that an installment payment is missed, the *** would default resulting in the full balance being due. PowerNext accepted the deferred payment plan request with the first installment of $85.80 due by May 17, 2023, in addition to her current balance. Ms. ***** did not make the payment of her balance due plus the 1st installment by May 17, 2023,which resulted in Ms. ***** defaulting on the *** she requested. Ms. ***** did make a late payment of her full outstanding balance on May 24, 2023. However,Ms. ***** did not contact PowerNext to request that the switch hold is removed or to inform us that she would be paying off her full *** balance. Therefore,the switch hold remained on Ms. ***** account.

  Ms. ***** contacted PowerNext on July 1, 2024, to inquire why the switch hold remained on her account causing her to switch her service to another retail electricity provider (REP). PowerNext informed Ms. ***** that the switch hold from her aforementioned *** was never requested to be removed until July of 2024. As of July 10, 2024,PowerNext has removed the switch hold from Ms. ***** account, and she successfully transferred her service to her desired REP.

  As of July 15, 2024, Ms. ***** account with ********************** is cancelled. Once the final bill is generated and Ms. ***** has paid the outstanding balance, she will be under no further obligation to PowerNext.

  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at  *******************************************************************.
  
  Best regards,
  PowerNext *********** Team
  
  

  
  

  Customer Answer

  Date: 08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  Clearly, this matter could have been resolved much quicker if even one of the several customer service **** that Energy Ogre or myself spoke with had known the reasoning and been trained properly in their response.  I was told repeatedly that the "switch hold" was "probably" because I owed for my current bill which was not accurate as I was on "auto-pay" and I had no outstanding balance at the time of the inquiry.  That inaccurate response caused significant frustration .  Only by filing this complaint have I received an explanation.  So, thank you very much BBB for getting to the truth.

  As far as the **** I did request a DPP because I am a senior citizen with a disability and was waiting for financial assistance from a charity which I explained to PowerNext customer service when I requested the DPP.  They KNEW the bill was paid in full as promised as they deposited the funds to pay off my account.  

  I believe their procedure of requiring a customer to request removal of a "switch hold" after paying in full a DPP to be somewhat anti-customer, insincere, arbitrary and motivated by greed since number 1 - I was on autopay the rest of my contract (almost a year) and number 2 - the practice results in situations like mine of being outrageously overcharged by no longer being under contract.  

  In good faith, I tried to prevent this situation from happening by arranging a new *** before the expiration of my contract.  If I had been notified by PowerNext that they were refusing to allow me to switch on time when my new *** attempted the switch in April, this entire situation of overbilling could have been avoided.  Therefore, I am requesting an adjustment to all charges by PowerNext to match the rate of my new provider of 0.0884.  I have been a PowerNext customer since 2020, but **********************'s high rates were solely why I am not continuing to use them.  

  Thank you for your assistance in this matter.  Your help has been invaluable.

  Sincerely,

  ******* Athas 

   

   

   

   

   

  
  I truly appreciate finally having clarity on "why"

  Regards,
  
  
   

  
  

  Business Response

  Date: 09/10/2024

  ****PLEASE SEE ATTACHED****

• Initial Complaint

  Date:03/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed multiple cases with this energy provider, all of which were promised responses within ***** business hours. It has now been over three weeks and no one has responded to phone calls or emails, and my cases are still not resolved. This business charged me erroneously and refuses to settle my account. They need to be investigated for unethical business practices and posting incorrect balances to accounts that they refuse to reconcile.

  Business Response

  Date: 03/19/2024

  March 19, 2024
  
  BBB Dispute Resolution Team
  ******************************************************************************************************
  
  Customers Name: ******* ********
  Complaint ID #: ********
  Account Number: *******
  
  To whom it may concern,
  
  PowerNext received complaint #******** from customer ******* ******** on March 13, 2024. Our records indicate that Ms. ******** completed an enrollment with PowerNext on June 3, 2022, online. During the enrollment, *********** provided her consent that she understood and agreed to the terms of service, including our payment policies.

  On October 4, 2023, Ms. ******** made a payment to PowerNext in the amount of $260.17. Then on October 9, 2023, Ms. ********** autopay was drafted in the same amount of $260.17. On October 13, 2023, Ms. ******** called PowerNext to request that we refund her one of the payments in the amount of $260.17. PowerNext submitted a request for a refund of the second payment totaling $260.17 to our billing department and Ms. ******** was advised that it can take 5-8 business days to receive the refund. On October 23, 2023,PowerNext issued a refund to Ms. ******** for the draft from her bank in the amount of $260.17.

  Ms. ******** reached out to PowerNext on February 26, 2024, because she received a bill on that date including charges for one of the payments, she previously made in October of 2023 in the amount of $260.17 plus a $30 insufficient funds fee (NSF). Ms. ******** clarified that both payments were marked as successfully processed from her bank statements. PowerNext opened a case (#********)to dispute the bill she received. Additionally, PowerNext opened another case (#********)to request a waiver of the $30 NSF fee.  On March 10, 2024, PowerNext noted on the (#********) that there was a chargeback request from ****************** which is why her bill generated on February 26, 2024, included the charge of $260.17 plus a $30 NSF fee for the returned payment, totaling $290.17. Ms. ******** was provided the update regarding the chargeback received by our billing department and explained that the balance of $260.17 marked as past due was owed. Ms. ******** did process a payment of $260.17 on March 6, 2024.

  We apologize for the delay in providing a resolution to *********** and any inconveniences that this may have caused. As of March *******, PowerNext has waived the $30 returned payment fee that was applied to Ms.********* account. Ms. ********* account remains active and currently has no outstanding balance. No further action is required at this time.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at  *******************************************************************.
  
  Best regards,
  PowerNext *********** Team

• Initial Complaint

  Date:01/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have de-activated my online account access. I have emailed them multiple times but no reply. I have tried to reset my password but no email comes to rest password. They set me up for online billing only. I dont know what they are charging as I can not access my account online. Going on for more than 3 months.

  Business Response

  Date: 01/11/2024

  January 11, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: ***** *****
  Complaint ID #: ********
  Account #: *******
  
  To Whom it may concern,
  
  PowerNext received complaint # ******** from ***** ***** on January 7, 2024. Our records indicate that Mr. ***** completed an enrollment with PowerNext on May 18, 2023, online. During the enrollment, Mr. ***** provided his consent that he understood and agreed to the terms of service.
  Please be aware that PowerNext underwent a system migration that disabled Mr. *****’s online portal. However, PowerNext placed a banner on its website on September 29, 2023, informing customers of the system migration. On October 6, 2023, after our system migration was completed, PowerNext emailed communications to our customers providing steps to re-register to the online portal.

  On October 29, 2023, Mr. ***** informed us that he was receiving an error message when attempting to re-register his online Portal. On November 4, 2023, PowerNext emailed Mr. ***** to inform him that we were still undergoing some updates to ensure that our customers had the best possible portal experience. Mr. ***** requested that we email him the previous 3 invoices on November 21, 2024. PowerNext emailed Mr. ***** the requested invoices the same day he requested them.

  On January 6, 2024, Mr. ***** again attempted to re-register into his online portal. However, because he was unsuccessful, he emailed PowerNext requesting further assistance. On January 10, 2024, PowerNext emailed Mr. ***** an updated portal registration link. Mr. ***** was able to successfully register for the online portal and access all the features he’s grown accustomed to, along with some new functionality.

  
  Mr. *****’s account is active, and the balance is current. No further actions are required on Mr. *****’s PowerNext account at this time.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at  [email protected].
  
  Best regards,
  PowerNext Social Care Team

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern, I am filing a complaint against PowerNext for erroneous billing and failure to apply my payments correctly, leading to an inaccurate account balance. I even have an email from one of their reps admitting that their system upgrade had been glitchy, causing billing delays and errors. Account Information: Account Number: ******* Service Address: 1*** ********** *** ******, TX 76248 Issue Summary: On September 10, 2023, I made two payments totaling $340.22, split as follows: Payment 1: $170.11 (Bank of America Visa) - Confirmation attached. Payment 2: $170.11 (Citi Mastercard) - Confirmation attached. Despite these payments, my account wrongly shows a past due amount of $170.11. For the record, I have made an additional payment of $170.11 this evening (Reference #: **********) so that my family doesn't get our electricity shutoff during these cold days. Resolution Attempts: Emails: Sent multiple times with payment confirmations. No responses have been received dating back to October 13, 2023. Phone Call: Discussed with representative Sebastian (Case #********), who acknowledged the error and promised a correction. Placed me on hold to "speak with the department that handles this". Despite these efforts, the error persists, causing financial and administrative stress and the threat of unjust penalties and discontinuation of service by PowerNext. Request: I urge BBB's intervention for a prompt correction of my account balance and a written confirmation. I also request that the $170.11 I paid this evening is credited back to my credit card. I have all payment receipts dating back to the beginning of my relationship with PowerNext along with email threads if anyone needs to see those as well. Thank you for addressing this matter. Sincerely, Tyler ********

  Business Response

  Date: 12/11/2023

  December 11, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Tyler ********
  Complaint ID #: ********
  Account Number: *******
  
  
  To Whom it may concern,
  
  PowerNext has received complaint #******** from Tyler ******** on November 21, 2023. Mr. ******** initially completed an online enrollment with PowerNext on January 27, 2023. During the enrollment, Mr. ******** provided his consent that he understood and agreed to the terms of service.
  On August 29, 2023, PowerNext generated Mr. ********’s invoice in the amount of $340.22 for the billing cycle 07/28/23 through 08/28/23 which was due by 9/14/2023. Mr. ******** made two separate payments of $170.11 on September 10, 2023.

  PowerNext determined that the second payment of $170.11 made on September 10, 2023, was incorrectly canceled in our system. As of December 6, 2023, the payment has been located and applied to Mr. ********’s account. Once the payment was applied, it resulted in a credit balance of $42.63. PowerNext attempted to reach Mr. ******** on December 11, 2023, to confirm if he would still like us to refund his last payment of $170.11 made on 11/21/23. However, Mr. ******** was unresponsive to our attempts.

  Mr. ******** may elect PowerNext to refund his last payment of $170.11 made on 11/21/23. However, the balance on the account will then be $127.48 due by 12/20/23 or he may elect to have the credit balance remain on the account. Mr. ******** may contact us by phone at 888.853.5141 or by email at [email protected], to confirm his selection.
  
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  Best regards,
  PowerNext Social Care Team
  
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying since Friday to get in touch with PowerNext. My account won’t let me login. I used their email to contact them and let them know I am having issues with logging in so I can pay my bill. I got one automated response telling me they are experiencing above normal call volumes and would get back to me. This was around 9 AM. I’ve also called 4x’s now and after 20-30 minutes of holding, hang up. I am discouraged and frustrated at the fact I am not able to contact this company. I’ve been with them several years and never had this issue before Friday.

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Melissa *******
  Complaint ID #: ********
  Account Number: **********/*******
  
  
  To Whom it may concern,
  
  PowerNext has received complaint #******** from Melissa ******* on October 9, 2023. Ms. ******* initially completed an enrollment with PowerNext on July 8, 2019, online. During the enrollment Ms. ******* provided her consent that she understood and agreed to the terms of service.
  On October 6, 2023, Ms. ******* emailed PowerNext to request a password reset for her online portal so she could make a payment. Ms. ******* again emailed PowerNext on October 8, 2023, for assistance with her password reset because her initial request had not yet received a response. On October 9, Ms. ******* was able to contact PowerNext by phone and she requested that we send her the password reset email because she wanted to make an online payment. PowerNext emailed Ms. ******* the portal password reset to m*******[email protected] as requested. PowerNext also explained to Ms. ******* that due to system updates it may take thirty minutes or more for all of her account information to populate after she has completed the password reset. As a follow up to her email, PowerNext reached out to Ms. ******* on October 9, 2023, to confirm that all her concerns were addressed. PowerNext was able to process the payment for the amount due of $228.50.

  PowerNext does send an automated message when an email is received, that we will respond to the inquiry within 24-48 business hours. Ms. *******’s email was responded to within the expected time frame. Ms. ******* was able to successfully login to her online portal and her account currently has a $0.00 outstanding balance.
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at [email protected].
  
  Best regards,
  PowerNext Social Care team
  10200 Grogans Mill Rd Ste 150
  Spring TX  77380
  
  

  
  

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.