I don't know what happened with this company because they turned very bad sometime in 2005. It may have been whoever bought this company because I don't recall ever having any problems previous to September.
My first problem with them started after the hurricane. I'd sent the payment on time and, as always, checked my account to see what had cashed out. The next bill I got said that they hadn't received the payment. I called in stating that I know that they had because my check had been cashed out! They told me it didn't matter, it was up to me to prove that they had cashed my check!?
So I had to go my bank, pay for an official copy of the check, then fax it to them.
Noting their incompetence, I thought it important to keep calling and make sure they had received the fax. I had to call several times.
I got treated very rudely during this whole ordeal by a few of the operators. I lost my patience and demanded to talk to a supervisor. The operator said the supervisor wasn't available, so I said "who did I need to call"? The operator said "WE'RE who you need to be talking to".
She acted as if she didn't want me speaking to a supervisor, yet she didn't want me calling anywhere else! It's luck of the draw when you call. You might get someone who's very polite or you might get someone who treats you like you're the reason they have to go to work and how dare you bother them with your problems.
Either way, expect not to get anything done. They are WORSE, I say WORSE, than any bureacratic agency I have ever dealt with in my entire life.
I don't know who's responsible for staffing and training the operators in this company but I could find more professionalism from McDonald's employees. Again, it is luck of the draw. I have spoken with some very polite employees, who I was polite to in return and some very rude ones.
After all the hoops I jumped through to get them their "proof" that THEY had cashed my check, I still ended up getting a late fee! You know what? I paid it. I didn't want any more hassle from this company. It's grossly incompetent and I just didn't want the grief.
Now, I've dreaded the day when I would have to call this company to end my service (knowing that all that's involved will be yet another nightmare) but that day has come, I'm moving to a non-GEXA region of Texas and sure enough, it has been the same situation as last year.
I've gotten the same "luck of the draw" on whoever answers the phone. Sometimes they're polite, sometimes they giggle, leave me on hold for forever and then sometimes (it'd BETTER be an accident) hang up on me.
I have had to request, heaven forbid, a letter of credit for my new electric company.
I've called the last several days (I think the first day was May 3rd), requesting it be faxed and have called back more than ten times.
I FINALLY got ahold of a supervisor, who I admit was very polite! But the reasons for the delays are that the department that handles credit reports is very backed up.
I was told I'd probably receive it yesterday and it hasn't come. I was told again today that it would be sent out today.
Now, I find out that my current bill has already been sent to my new address (I'd given the new address to be sure I'd get my *final* bill in case the mail takes too long to forward it).
I plan on sending the next two bills to this company certified, so I can prove when I sent it because I don't know if they do it intentionally (let's hope not!) or they are just extremely incompetent.
I'm really considering filing a complaint with the PUC. Maybe the Better Business Bureau and a few others. I'd say that I'm just glad I'll never have to deal with this company again but I'm STILL dealing with them until the last bill is paid and the letter of credit is sent.
God help the rest of their customers.
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