Where do I begin??? I have only had Ambit Energy since October. I REGRET signing up for a contract on July 3. I had a bill due on July 10th. I was in the middle of moving, and I do admit I did not pay it. However, i never received a disconnection notice. I DID receive 2 more bills. One showing a due date of July 31 and another showing August 10th. I know once was final bill from previous address. So, when I got my bill showing due July 31, I thought ok, it shows past due balance, new total balance, and due date. Nothing about disconnection charges, disconnection or anything to that nature. So, I wanted to find out what the full amount was that I owed so I could send a check. So on Tuesday, July 28th, I called them on my lunch break. Out of my 30 minute lunch break, I spent about 15 minutes ON HOLD listening to the recording asking if I was calling to establish new service to press another number and if not the call would go to the next available customer service rep. The next rep NEVER answered. When I came home, SURPRISE NO POWER. I called Ambit Energy and was on hold AGAIN from 5:33pm -5:46 and the line was disconnected. I called AGAIN and was on hold for another 10 minutes before a rep, Garron answered. He said it was due to bill not paid. I explained the bill problem and that I had called that afternoon with no answer. I was told I would have to pay almost 300 to get reconnected., my past due plus fees. And that power would be connected in the next 24 hours. I told the rep I was a single mom and had NO WHERE to go. He said they send a disconnection notice. I told him, they may have sent it but I did not get it. He said they also called but admitted if it goes to voce mail they do NOT LEAVE A MESSAGE. I told him a call doesn't mean jack if they do not leave a message. I work during the day and cannot answer my cell phone. I told him I'll make the payment since I dont have a choice and move on. I had already asked for a supervisor, but he told me there were no supervisors. After I made the payment and got a confirmation #, I told him I find it is odd that a call center does not have a supervisor there, then all the sudden, he offered to get one for me. I spoke with a so called supervisor named Fred. He gave me the same spill and said If you had called us earlier in the day, we could have had your power turned back on today. I had to remind him again, I HAD called and was on hold for 15 minutes with no answer. He said they sometimes experience high call volumes. Well, I wonder why!!! I told him I work at a call center myself and 20 minute hold time before anyone ever answers is UNACCEPTABLE. He didn't seem to care that the customer service sucked! He told me and I QUOTE We will send the reconnection to Encore as a priority. All of our reconnections are sent as priority. I called Encore about an hour later to follow up on the order. I spoke to a supervisor named Stephanie, and she told me AMBIT DOES NOT send reconnections as standard and the only way to get a priority order is by paying another $98 fee! FRED, the SUPERVISOR never even mentioned that as an option, but did say ALL RECONNECTIONS were sent as priority. SHE told me it can be anywhere from 8am-midngiht. MORE THAN 24 HOURS, as stated by Ambit. So, my son and I spent most of our night outside and driving around. We came back home to sleep in a hot upstairs apartment. (not a good night for either of us to sleep in, but had no money for hotel or anywhere to go). The power finally came back on at 8:29am. Thank God I had taken the day off for something. This is not over. I called On Wednesday to get the balance left and due date. The rep told me it was STILL due on July 31,3 days later for Another $200. I told her I can't pay it. She said We will send a disconnection notice on Aug 1 and you will have 10 more days to pay. I told her, No I am calling you now and telling you ahead of time, I cannot pay it by then since I just paid almost 300 last night! She repeated herself and I told her again, I can't pay it. After I got mad about it, she finally said We can make payment arrangements for 60% of the bill PLUS A 20 FEE!!! (ANOTHER AMBIT FEE, and TO HELP YOU). I told her I had already filled a complaint with BBB and hung up. But wait, it's still not over. As a single mom, I just paid $300, and have 200 more due in 3 days later, PLUS another 110 due on August 10th, I contacted SEVERAL community resource companies to get help with the bill (one of which helped me with TXU before). NONE of these community resource places would deal with AMBIT Energy. I told her I don't blame them. I had signed a contract on July 3rd. When I signed up for that contract for a year to get cheaper rates, it said if you end your contract before the renewal date, one year later, they would charge a FEE of $199. That contract gave me 11 cents per kilowatt!!! I just checked it on line today, and AMBIT put me back on the month to month Ambit standard plan for 17 cents a kilowatt!!! So that sucks, that now they are charging me EVEN MORE and you are not allowed to change your plan until the next billing cycle. HOWEVER, now that I am not on the contract, I WILL GO BACK TO TXU OR ANYONE ELSE once I get money for another deposit. I will NEVER AGAIN SUPORT AMBIT ENERGY AND you shouldn't either. I am a single mom and needed to save the money. But when the power gets turned off or you need help from Ambit, they don't give a rats a*. I had TXU for years and was ALWAYS able to make arrangements, and they didn't charge me a stupid fee! With TXU, my power had only been turned off once with TXU. Not even one year with Ambit and it has been turned off TWICE. TXU offers the option to pay a priority fee and I had my power was back on within 3 hours with them!!!
I may be paying more pre kilowatt, but it is worth it to get electricity, great customer service, not lied to and flat ripped off!!!
That's all I got to say about Ambit. Don't let the money saving fool you. This GREAT DEAL is only on the outside, once you get in, they SUCK!!!
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