When I last moved, in May, I intended to move into a specific apartment number, 1016. Two weeks before move-in, my apartment company called me and changed me to number 1416. This would have been no problem, except for the fact that I had to change all of my utilities. So, I called and Gexa did change me over, but for some reason they never disconnected number 1016. They also STARTED electricity for my new apartment that very day, instead of on my move-in date.
I was DUAL charged for apartment 1016 and my own for 5 months, despite repeated calls to customer service. Remember, I never actually lived in number 1016. Every time I asked to speak to a manager, despite the time of day, I was told there was no one in the office to talk to. I was sent disconnection notices so often that I feared it would ruin my credit, yet every time I called I was *assured* that the problem would be resolved. My e-mail to the company went unanswered.
When the problem was finally resolved, I was told that I owed $70.00 for the first 2 weeks of service in my apartment that was acidentally connected by THEM. This was in spite of me sending a letter from my apartment complex AND an actual copy of my lease, which included the start date. I was, however, too exhausted to fight it. After months of $250.00 bills (the bill for my apartment and the one they were STILL charging me for even though I had never lived there.) I was relieved to finally be done with it. I received a final bill in June and started service with a new energy company.
You can imagine my surprise when I receieved two new bills in August. Both were retroactive for the month of June ($179) and the month of July ($174), in Apt. 1016! (This was the one I never actually lived in) I called again. (Did I mention the wait time for every call I made, about once a week, was 25 minutes or more?) I was *assured* the problem would be resolved, but that I was going to have to pay the $15 disconnection fee. This was okay, but I thought they could at least cover that fee since they had already taken $70.00 from me for that original two weeks they charged me because they put in the wrong activation date.
In November seven months after this whole ordeal, I finally got a corrected bill, one that accurately reflected what I owed them: nothing.
The only thing that made me go with this company in the first place was the cheaper rates. Shortly after I got a new energy company, their rates went up. Go figure.
Please, please, please do not waste your time or money on this company. There is a reason that customer service lines are tied up for 30 minutes at a time, and it's not because they're getting praise from satisfied customers.
Houston, Texas
U.S.A.
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