I accidently made an extra payment on 4/12 by check by combining the previous month's bill total (which had already been paid) with the current month's bill total. After realizing that I had made this error I watched my account to make sure that the extra money was credited to my account.By 4/29 the credit was not there and the new bill had come due, for which I owed $154.06.
I called customer service on 4/29 to let them know that my credit for $71.76 had not been applied. The lady I initially spoke to could not find where I had overpaid and referred me to the corporate office so they could review my account. After sitting on hold at least 30 minutes, I then spoke to Jose, who told me that they had reviewed my account and had discovered that over the entire history of my account I had actually overpaid by $255.23. I was assured that the amount would be credited to my account within 24 hours. I requested an email be sent to me to so I could have record of what I had been told, and I was told I would receive one by 5pm that day. Before I hung up the phone I was given Jose's extension and was told to call him if there was any problem.
I waited 5 days for the email I was told would be there by 5pm the very day I called. It never came, and the $255.23 was never credited to my account.instead, the original $71.16 that I had called about on 4/29 had been credited to the account, leaving me a balance of $82.90.
I called the company again on 5/4 and requested to speak to Jose, instead I was referred to LaQuita who told me that what I had been told originally had been a mistake. I was not owed $255.23. However, it was still noted on the account that this money was owed to me. I was not happy! I asked to speak to someone else, she told me she was a supervisor. She told me that all they could do for me was give me a $50.00 bill credit since I had been given incorrect information. I asked how they had originally come to the conclusion that I was owed $255.23, and she could not give me an answer. I accepted the bill credit because I felt like it was my only option.
I have never had a problem with this company before, and it saddens me that I now have a sour view of them. I might have let this slide had they contacted me as soon as they realized their mistake, which was obviously the same day I called (4/29) since I never received the email I was promised.instead they just adjusted my account with no explanation and seemingly crossed their fingers that I wouldn't dispute it. All I can tell you is to keep track of what you are billed and what you pay and dispute it if it doesn't seem right to you. This rings true for all utility companies; not just Bounce Energy.
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