Our electricity bill was $600.00 for the month of September. We contacted Gexa Energy to ask for a payment plan. A payment plan was set up: we would pay the current amount plus an additional $127.00 beginning Octber 17. Payment was posted on the 17th.
Since we have 3 small children, we called twice to confirm that we really were on a payment plan and our electricity would not be disconnected. On October 25th, the payment plan was confirmed by an employee of Gexa Energy. We received our bill which stated that our next payment would be due 11/11/05.
On 11/08/05, we were disconnected. During the first call after disconnection, I was told that Gexa does not offer a payment plan, that my husband asked about a payment plan but did not confirm it (?!). On the second, I was told that according to a new policy, we did not qualify for a payment plan.
We were told several times that we were on a payment plan. We received a bill stating that our next payment was due 11/11/05, but were disconnected on 11/08/05.
We made a deferred payment plan, and were disconnected anyway. Gexa has very poor customer service, they make agreements and then do not hold to the agreement. Telephone hold times are excessiveeach person you talk to will say there are different policies.
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