In July, my fianc switched our electric service with Gexa from our old house to a new house we had just purchased. He paid extra to have the expedited service, as we were moving with short notice, and we were promised that our electricity would be connected Monday morning, July 7. Upon moving into our new house, our electricity was never connected. My fianc called several times over the course of two long and hot days. Each time, he sat on hold for a minimum of 45 minutes, and every representative told him something different. The first representative told him that the credit department was closed, and that they could not check his credit. However, this was not applicable to us because we already had an active account with Gexa. The next representative told him that his social security number was entered incorrectly when creating his new account. Once again, this was not applicable to us because we already had an account. Finally, he was told that the request simply had not been processed, and we would not be charged for the expedited connection fee. After two long days in the hot Texas summer without air conditioner, our electricity was finally connected.
In August, I received the first bill from Gexa, and of course, we were charged for the expedited connection fee. I immediately called customer service, and waited on hold for nearly 40 minutes. The representative said that we were indeed entitled to a credit. He said he was resubmitting the bill, and we would receive an out of cycle bill with the credit. He told us not to pay our bill until we received this out of cycle bill within 5 days.
The out of cycle bill never came. A few weeks later, my fianc received an urgent automated message on his phone from Gexa. I called customer service, and was told that the request to resubmit our bill was denied, and thus our payment was late. We would not receive our credit for the expedited service that was in fact not expedited. On top of that, we were now responsible for a late fee. I inquired as to why the request was denied, and I was told that the person who requested the credit did not have authority to do so. I asked to speak to a supervisor, and so I sat on hold for 35 minutes. Finally, the representative came back on and told me that he could not get a hold of the supervisor my fianc originally spoke to. I said I didn't care, and that I simply wanted to speak to any supervisor. He said that wasn't possible because only this particular supervisor had access to our account information. Obviously he was lying because he had just accessed my account information.
I hung up, and called back in an attempt to speak to a competent person. Needless to say, it was the same thing all over again, and I was connected to a representative who couldn't connect me to a supervisor. This representative (James) did, however, connect me to Ashley at the Escalations Department. Ashley said she was resubmitting the bill so that we wouldn't be charged for the connection fee. Ashley assured me that the request would not be denied this time, and she gave me her direct number (713-423-7559). Two days later, my fianc received yet another message from Gexa saying that our service was going to be disconnected in 24 hours. I immediately called Ashley, only to find out that the direct number was simply the automated employee directory.
So once again, I waited for 35 minutes to speak to someone. Nothing was accomplished. The next representative, Roshonda, said that I would have to wait a while to speak with a supervisor. I told her that I did not mind, and she said well there aren't any available today.
So now I have to pay for an expedited connection fee that wasn't connected on time, as well as a late fee for a bill I was told not to pay. Furthermore, I have a feeling that I will not have electricity tomorrow; if they disconnect my service, they are going to charge me about 4 additional fees which I do not understand. And to top it off, my bill from July-August was 14kWh, and my August-September bill skyrocketed to 19.54kWh.
My complaint was long, but hopefully it will persuade someone out there NOT to use Gexa Energy!!!
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