ComplaintsforEnergy To Go

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being billed for electricity usage in December for an apartment I haven't lived in in over 2+ years. I called to cancel the utilities/my account and have them delete my information when i moved out but am now being told i never did and that i need to file a police report to not pay the bill. This is unacceptable.

  Business response

  02/06/2024

  February 6, 2024
  
  BBB Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Customer’s Name: Zakary ******
  Complaint ID #: ********
  Account #: 2151773
  
  To Whom it may concern,
  
  Energy To Go (ETG) received complaint # ******* from Zakary ****** on January 26, 2024. Our records indicate that Mr. ****** completed an enrollment with Energy To Go on May 19, 2021, online. During the enrollment, Mr. ****** provided his consent that he understood and agreed to the terms of service, including the cancellation policy.
  
  On September 20, 2022, Mr. ****** called Energy To Go to request that his account be canceled because he had already moved out of the home. Energy To Go processed Mr. ******’s account cancellation the day he submitted the request, and we sent him a final invoice on September 22, 2022, in the amount of $16.39. Mr. ****** made the final payment in the amount of $16.39 on September 30, 2022, leaving him under no further obligation to ETG.
  
  After a system update, Energy To Go, inadvertently reactivated Mr. ******’s previously canceled account. We recognized that this activation was in error since Mr. ****** no longer resides at that address. As of February 5, 2024, Energy To Go has terminated Mr. ******’s account and reversed all charges billed to the account. Mr. ****** does not have an outstanding balance owed and is under no further obligation to Energy To Go. We apologize for any inconvenience this may have caused Mr. ******.
  
  
  We hope that this response has provided a resolution to your concerns. If you have any further questions, please contact us at socialcare@myenergytogo.com.
  
  Best regards,
  Energy To Go Social Care Team

  Customer response

  02/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  03/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in December, I reached out to Energy to Go customer service via email. Per email I had to provide documentation in order to avoid any ETFs. She provided some options of what documents to send, so I forwarded a notice of intent to move out executed by the leasing office as requested. She requested that management sign the document and that is what I did and immediately sent document in the existing email thread. Did not receive any notification of a balance until Friday 3/18/22. Someone called my phone and asked me to confirm my date of birth. I asked what company this was she repeated the company but I was not familiar with the name. I told the rep I don’t know who this company is, she hung up the phone. Later that day received an email from a collection company called Southwest Recovery Services for collection and credit reporting. It states “We have made several attempts to contact you to concerning this past due amount of $374.21” If so many attempts were made to collect a debt at least leave a voicemail since it is so important. I have not received any voicemails, mail, nor emails from neither company about a balance. This is frustrating because I’m getting penalized for moving out of an apartment. I will appreciate any assistance to get this resolved. Thank You

  Business response

  04/08/2022

  Hello *******,

  We are sorry to hear about your concerns regarding your service with us and would appreciate the opportunity to discuss this further. Would you mind sending an email to customercare@myenergytogo.com with the name on your account, account number and service address so that a member of our team can reach out to you directly?
  Thank you.

  Customer response

  04/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    I’ve already reached out to customer care. No one can explain why the company sent information to collections for the amount over $300 when I owed less than that. Actually less than $100. I’m receiving emails from the collection office still trying to collect over $370. Someone calls and ask for me then hang up. 
  

  Business response

  11/21/2023

  After further investigation, Energy to Go determined that the early termination fee (ETF) of $280.00 that was applied to Ms. ******* final bill, generated on 12/20/21, was waived on 12/22/21. After the ETF was waived, there was a remaining outstanding balance of $94.21, which was paid by Ms. ***** on 3/21/2022. As of December 15, 2021, Ms. ******* account has been cancelled and has no further outstanding balance. Ms. ***** is under no further obligation to Energy to Go. We hope that this response has provided a resolution to your concerns.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩