Reliant Energy - uable to get service without paying $ 200 security deposit

Reliant Energy - uable to get service without paying $ 200 security deposit

Reliant Energy Complaint

Dear Reliant Customer Service: I've been a new customer for approximately one month, and I already have numerous problems and complaints with your tactics and policies. I've been a TXU customer for over 4 years, and was quite happy with my service. A friend suggested you were less expensive, and a good customer service orientated company. Upon visiting your website, I discovered a $50 new service activation credit. Unfortunately, I decided to apply for an account with you. Before applying online, I called one of your reps to inquire if a Security Deposit would be required (to activate new service). Since I was already established with TXU, I wasn't interested in paying a huge deposit for your service. I was informed there was no way to determine deposit requirements unless I completed the switch request. Additionally, if there was a deposit, and I failed to pay it within 45 days, I would remain with my current provider, and NOT be switched. I decided to complete the request for new service (online). I received an email two days later stating a new account had been established, and the date service was to start. No mention of a deposit was mentioned (in the email). Over a week later, I suddenly received a notice (dated 12-19-03) demanding a $200 deposit. The first line of the second paragraph states, "Unfortunately we will not be able to provide you with electric service until the security deposit is paid." I called a Reliant representative to inquire on this (again), and was (again) told that I had 45 days to pay the deposit, or I would remain with my current provider (TXU). I was also informed of the possibility of waiving the deposit by completing a "Medically Indigent Form". She made it clear I had up to the 45 days to either pay the deposit, or remit the form(s) to have the deposit waived. I expressed my discontent that the only way to confirm a deposit requirement was to complete an application, but since there was time to evaluate the deposit situation, I was still interested in your company (at that point). On 01-15-04 I contacted TXU with a general billing question to discover my account had been closed. According to their records, I was switched to another provider (Reliant). Since the deposit (or the waiver form) had not been completed, I was confused. I (again) contacted you, and was told the switch request was completed on 01-13-04. At "this point", the complete truth was finally revealed that service is switched, and if the deposit is failed to be paid, you disconnect the new account. This was NEVER made known through ANY of the telephone conversations with Reliant representatives, nor is that what is stated in your very own deposit requirement form (second paragraph). Your own form states, "...we will not be able to provide you with electric service until the security deposit is paid".

So how is it that service was established BEFORE the deposit was paid? Being aggrevated with all the difficulties ALREADY, and having only been a customer a short while, I decided to go back to TXU. I called them, explained the situation, and they're refusing to reactivate my account, demanding a security deposit, and wanting to charge new account activation fees!!!! OUTRAGEOUS!!! I was further informed (at Reliant) that I would be disconnected for failure to pay the deposit, there was "no way" to extend the due date, and even MORE shockingly, the "supposed" manager COULDN'T tell me what the timeframe (approximate disconnect date) would be!! I asked what happened to the 45 day period, and she inadvertently called me stupid, saying there's "No such thing as a 45 day period", and she couldn't tell me how long before I'm issued a disconnect notice. At this point, I'm already locked into YOUR service, and you're demanding a deposit. TXU is refusing to work with me (even under all the circumstances). As a last resort, I completed the "Medically Indigent Form" and faxed it to (713) 488-4422 on 01-27-04, as per the Credit Department Rep I spoke with. I called to confirm receipt of the fax, only to THEN be told I had to fax another form "Income Worksheet". She claimed they showed receipt of the first form, and that it was accepted. I then faxed the "Worksheet" to (713) 488-4422 on 02-04-04 (as per the Credit Dept's instruction). It's now 02-11-04 and I haven't received any notice of the deposit being waived, so I contacted your company "again". I just spoke with "Sharon" at (866) 222-7100, and was told a notation on my account shows the second form WAS received, but that I faxed it to the wrong number!!! She's claiming it should have been faxed to (713) 488-5720!!! I asked since they're showing the form WAS RECEIVED, was it possible they refaxed it to the correct department, or since they had it on file, could they redirect (re-fax) it for me??! Of course, the answer was a resounding, "NO". I'm currently unemployed, do not drive, and am permanently medically disabled. It's a major hassle to pay for transportation across town to get these forms faxed. To be honest, if TXU wasn't treating me like a criminal, I would very HAPPILY return to them. They're more expensive, but at least they were more than happy to take my money when I was a new customer in 2000. I'm really starting to question Reliant's tactics and policies. In my opinion, either the representatives are uneducated as to your services, or they're just plain stupid. Either way, it's completely and absolutely UNACCEPTABLE. If this is how you treat NEW CUSTOMERS, I'd hate to see how you treat the established ones.

Typically companies put their best foot forward with their new customers!! I'm actually the type of consumer that typically accepts that most companies are run by incompetent people, and if you're fortunate enough to find an educated individual, they're usually quite rude. I've done everything I can to comply with your requirements, and here I sit almost 6 weeks later, and this deposit situation still remains unresolved. I do NOT appreciate the initial handling of my interest in your service, or being switched sooner than originally told only to be threatened with disconnect for non-deposit compliance. I was expecting that the information provided by your Credit Department Rep was accurate and truthful, and that you'd follow your only guidelines as described in the second paragraph of your own deposit requirement form. Apparently this is too much to ask?! As I said, I normally do not complain when companies perform at sub-standard levels, but in this case, ENOUGH IS ENOUGH. I realize there are other electrical providers, and that I have other options. Unfortunately as made clear in your initial info sent to me, there will be penalties for cancelling service. Based on that, it would seem I am "again" locked into paying you, one way or another. I'm writing this letter to you in a final attempt to resolve all of this. Against my better judgement, I'm still willing to remain a customer of yours only for the fact you "claim" to be less expensive (which of course still remains to be seen). Being that I qualify for your deposit waiver because I'm medically disabled, and fall below the poverty level (per your Income Worksheet Guidelines), I simply ask that you waive my deposit, and be done with it. I have (in good faith) faxed you your forms. Two of your reps have confirmed both forms received (and form #1 already accepted by your Credit Dept).

From a simple, LOGICAL standpoint, why am I being asked to fax them AGAIN?!!! I'm not confident that faxing them "AGAIN" will resolve the deposit issue. I'm not willing to continue wasting my precious time on this matter. Perhaps it could have all been avoided if the truth and actual policy on switch requests was made clear FROM THE BEGINNING, or perhaps if any of the reps I've spoken with were knowledgable of their own company, or perhaps better yet the "Manager" I spoke with last actually spoke English and could answer simple questions like, "How long does your company normally give a customer to pay a deposit before a disconnect notice is issued?". A professional reply would be a date, or timeframe, instead of replying, "I don't know. They'll send you a disconnect notice". Yes, I realize they'll send a notice, my question was, how long before that is sent? Bottom line, as you can see, your company has dropped the ball in countless ways, and I've only been with you since 01-13-04, barely 30 days. If this is resolved in a professional and timely manner, I'll be a satisfied new customer. Since you've acknowledged receiving the required deposit waiver forms, and your own Credit Dept has acknowledged acceptance of the "Medically Indigent Form", I see no logical reason why you cannot meet my request for waiver. This will be my last communication directly to you per this matter. If I do not receive a satisfactory reply, I will most definitely pursue every possible course of action, including the Public Utility Commission, Better Business Bureau, Complaints.com, my attorney, and perhaps the local news media. I eagerly await your response. Sincerely,

Thomas W. H

P.S. Whereas it was made clear your own company CANNOT redirect faxes within your own departments, I would appreciate that if I've sent this email to the wrong address, that you could perhaps forward it to the CORRECT address? I'm sending it to the address detailed in your website (Email User), but there's no telling if your company won't turn around and claim the information on your own site is wrong, and that's why you didn't reply. Thank you. Zac

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