Gexa Energy Customer Service Issues

I am reaching out about the new home I recently purchased and require electrical service at. I completed the purchase today and will take possession tomorrow. I had set up the service online a week ago with all the necessary information provided. The confirmation stated no deposit was necessary due to my good credit. However, today I learned that service is being denied because of a credit issue, possibly a fraud alert, which I was not informed of until now. I am confused as to why there was no prior notification about this. I am John Deuback and the correct address is [redacted] Fallow Deer Dr, Burleson, Texas [redacted]. It seems there is a small error in the address listed in your system as [redacted] Fallow Deer Dr. I can be reached at [redacted] or [redacted] for assistance.

I recently experienced a service disconnection despite having auto-pay activated. I was left without power in the middle of a meeting due to an unresolved past due balance that was not charged to my payment account as expected. This has happened before and it's frustrating, especially because I renewed my contract recently. I've been consistent with my payments, but there was an issue with a stolen credit card that I updated in July. I hope this can be resolved promptly to avoid this inconvenience in the future.

Our household is experiencing constant electrical surges throughout the day. This issue has persisted for some time, even though we have not introduced any new appliances since May. The situation escalated in mid-September, prompting us to contact an electrician. The professional mentioned that the connection between the city's electrical line and our house is outdated. Recently, we noticed that our clocks and computer are not just dimming during surges but actually turning off. We urgently require assistance as our residence dates back to [redacted].

On November 6th, I contacted GEXA Energy to arrange a six-month payment plan for my electric bill. However, when I called on November 9th to make a payment and initiate the plan, I was informed that their system was down. The representative noted this in the system and mentioned that someone would contact me within 24 hours. As I did not receive a callback, I reached out again on November 10th, only to be told that due to the system issue, they couldn't waive the cutoff date for setting up the plan. The customer service agent escalated the matter, stating I would receive a call within 24-48 hours. Despite my efforts to pay and establish a payment plan, I am concerned about the possibility of my electricity being disconnected, jeopardizing my health. I have never faced disconnection in my 40 years of service with various companies and am anxious about the outcome. I urgently require assistance to set up the discussed payment plan from November 6th to avoid any disruption in my electricity service.

We recently switched from Reliant to Gexa based on promises of saving on our energy bills, with detailed information about our usage patterns, rates, and additional fees. The representative, Marco, was knowledgeable and assured us that the plan selected would save us money on our fixed income. The plan offered discounts and credits, but our first bill from Gexa was unexpectedly high, more than double our previous bill from Reliant. Despite numerous attempts to contact Gexa customer service, long wait times and being disconnected have made it impossible to resolve the issue before the bill's due date. As an 80-year-old retired senior on a fixed income, this situation is causing significant stress. The bill discrepancy, lack of usage credits, and unexplained increase in charges have left me in urgent need of assistance before the payment deadline.

Hello, my name is Jason Lee, and I reside at [redacted] Webb Road, Denton, Texas. I made a deposit payment over four days ago for the power connection. However, when the technicians came to turn on the power, they discovered there was no ground rod in the meter box. I had an electrician install the ground rod, but we couldn't access the box due to it being locked. As a result, we need assistance in removing both locks so we can complete the necessary repairs. We have been without power for two weeks, which is difficult as we have three children under the age of 8. We urgently need the electricity restored, especially with a holiday approaching. I was advised to submit a new service order since the previous one was canceled. It would be best to avoid contacting the Austin number provided and resolve this matter directly with us. Please contact me at [redacted] or my alternate number at [redacted]. Thank you.

This is a message from GetHuman[redacted]. I previously detailed my issue with Gexa and how GetHuman kept me waiting for 1.5 hours before stopping updates and returning me to the home screen. After texting about my unresolved issue, GetHuman called me, but it sounded like multiple robots speaking simultaneously, making no sense. Despite GetHuman's text suggesting a representative was on the line when I answered, there was no one there. Even though I responded to the text, I doubt anyone saw it. The robots' instruction to "press star to speak to the customer" confused me as I am the customer. I am extremely frustrated with this experience. I feel I would have been better off without GetHuman's "help" and I am willing to share my experience with others if asked.