Gexa Energy
Reviews and Complaints

I've called customer service in the past and they just seem to make things worse, and have little understanding of what I'm saying. So I'm filing this form.

My plan is supposed to be 8.9 cents per kWH. Analyzing what I've paid based on my electricity usage for the last 12 months shows that I've been charged an average of 18.4 cents per kWH ($1557.23 / 8433).

Also, my contract term is completely fouled up. I signed a 12-month contract in September 2019. Renewed in September 2020. I had renewed online in September 2021 but got a $300 bill because they said I hadn't renewed - so I have to pay for a website glitch? I'm in IT, so I know how websites work. Now I just got a renewal notice that my contract is up in June 2022 - how can that be? What a mess.

Also... if I'm on a fixed rate plan, why does my rate change from month to month?

My electric bill for an 746 sq ft condo was 425.00 for February and now its the same for March and into April. I feel Gexa is ripping me off, I cannot afford these high rates. I have friends who have big houses and they do not pay this amount. And to top it off, I am never home, and turn my heater off during the day. And never set it above 72 degrees when I am home. I am on some plan that adjust according to usage. By reading the other complaints I believe I am the victim of a possible electricity scam by Gexa.

I ordered new service January 15th gexa said there was a switch hold on that address so I sent my lease verification with 150 deposit they said well we closed out the account you will need to set up new account so on January 25th set up service again another 150 dollars still no service 28th house burnt down so I had to move on the 3rd of Feb tried to get service again had to make a new order with a 300 deposit today has been 3 days no service so I canceled out with them 600 dollars later and went with another company that had my service on in 2 hours not to mention I have not been refunded my 600 dollars yet

This is Ashish Kumar. I signup Gexa Energy for 12 months plan name - Simply Low 12 on 05/14/2021 to start service on 06/01/2021. As per signed agreement Energy charges breakup is given below:

Energy Charge 11.6700 ¢ per kWh

Usage Credit $100.00 per billing cycle for usage [protected]) kWh

TDU Delivery Charges $4.39 per billing cycle

TDU Delivery Charges 3.2999 ¢ per kWh

A Usage Credit of $100.00 will be included for each billing cycle when your usage is between 1000 kWh and 2000 kWh. There is no Usage Credit for a billing cycle when usage

is below 1000 kWh or above 2000 kWh.

In starting, I received 3 bills as per my agreement but starting from 09/02/2021 – I start getting over charge on each bill. I have calculated by own as per kWh usage and above energy charges. Column Expected amount as per my calculation is what I am expecting but I have been charged in column Total Invoiced Amount. You can easily see I have been continuously over charged every month. Look like you guys either changed my plan and raise billing rate but I don’t understand why it has been changed and, in this situation, what is the point of 12 months agreement.

Invoice Data kWh Usage Total Invoiced Amount Expected amount as per my calculation Difference over charge

6/5/2021 65 $10.32

7/6/2021 1124 $74.04

8/4/2021 1337 $106.40

9/2/2021 1234 $107.42 $90 $17.42

10/4/2021 1075 $80.17 $65.50 $14.67

11/3/2021 1056 $76.90 $62.50 $14.40

12/5/2021 1062 $78.46 $63.50 $14.96

1/7/2022 1225 $105.37 $87.70 $17.67

2/6/2022 1300 $117.74 $99 $18.74

Total $97.86

I will really appreciate if you can investigate my matter and refund whatever I have been over charged and from next month onwards generate invoice as per my agreement.

I just moved into a 1 bedroom apartment three months ago. My thermostat is set to 86 degrees, and I don't use much other electricity.

My first energy bill was $264.76 on 5/10/21-
The second bill was $841.10 on 6/11/21-
The third bill was $340.79 0n 7/12/21.

Invoice 1 -https://myaccount.gexaenergy.com/Payments/DownloadInvoice?accessToken=Web_THiQXyuP7iSLXrztwmfqkchKdBhZAs&invoiceNumber=5e17l

Invoice 2- https://myaccount.gexaenergy.com/Payments/DownloadInvoice?accessToken=Web_THiQXyuP7iSLXrztwmfqkchKdBhZAs&invoiceNumber=5n4ku

Invoice 3 -https://myaccount.gexaenergy.com/Payments/DownloadInvoice?accessToken=Web_THiQXyuP7iSLXrztwmfqkchKdBhZAs&invoiceNumber=5v2l2

I have called the customer service twice a week begging them to look into it, to only be told they can't do anything and that I should call Oncor to find out for myself. I was sent a Disconnection Notice on 6/19/21, even after the service representative assured me they wouldn't. I was then required to pay a down payment of $199.76 to just prolong service disconnect for one week, 7/06/21.
"Your confirmation number is FR1ZR3T6QURN for the amount of $199.76 received on 06/29/2021" (copied from e-mail from Gexa)

Only hours after I payed this, I got another e-mail from Gexa.

"This is to inform you that your electricity account [protected] is now 18 days past due. To prevent an impact to your credit profile, please make a payment to your account. If the appropriate payment amount is not received within 2 calendar days from the date of this letter 06/29/2021 (by 6:00 PM Central Time), your account will be escalated" (copied from e-mail from Gexa)

My electric bill is over $700. My account is showing a meter reading of 5 numbers. My meter only has 4 numbers. This is not the first time this has happened. When I started with Gexa I was overpaying as well. They came out to read my meter and I ended up with a credit of over $1000 dollars. Also my TDU delivery charges are outrageous! $163.63. You're already fleecing me, now you want more? My current meter reading that Gexa is charging me for is
38914.

Below is my meter. As you can see, it only has 4 numbers.

I always paid my bill online and had a past due amount and clicked to pay the past due since the new bill had just generated. Once I clicked and entered, I noticed the remaining balance said $0. I looked at the payment activity and the full balance was shown submitted. I called customer service 30 seconds later and could never get connected with anyone. The hold service stated, "longer than 20 minutes" so I waited almost an hour before I finally accepted the choice to receive a call back. After I received a call back 4 hours later, I told the representative of the issue and the rude man, who seemed irritated immediately said, "ok, i'm going to transfer you to the escalation department", which put me back in queue and I waited 35 minutes, then it sounded like someone just answered and hung up. I had called right back and selected to receive a call back. Then used my other cell phone to call and request a call back without providing my information. This allowed me to hold 2 places in line. Well, I received a call the next day around 10am on the line I didnt give my account information. I spoke to that rep and told them what has been happening and my payment was still showing pending. He said, "I am going to talk to my supervisor". He comes back and apologizes and says he is going to escalate call, but would stay on hold with me, since I have been given the runaround. After 25 minutes, he hung up the call. I called back and he system still stated, "longer than 20min hold time" and waited 30 more minutes, then requested another call back with automated hold system while waiting on hold. Out of all the calls and waiting, it has been 24hrs, since my problem has begun. I swear I am leaving gexa! You cannot reach customer service with any type of emergency issues. Everything is a callback. Not sure how they are functioning at all. The funny part is, the only time I have called their customer service is when I picked them as a provider almost a year ago. Very disappointed!

Same as many other here. Gexa started to overcharge me even before the contract was up. Did not inform me about any price increase or plan changes. Since I was on autopay I couldnt do anything until after 2 bills. I called customer service and they did not help (like others here). I cancelled and moved providers and got a good rate again. I did not want to pay my outstanding bill because they cheated. They sent the bill to collections and now I get robo calls everyday. Gexa is the worst company with deceptive business practices. I've complained with BBB as well and left 1 star review on Yelp as well and suggest others here to do the same. This company should not be allowed to do business with deceptive practices.

I paid my deposit, and was told everything looked good and service would be connected i my name Feb 11, 2019.I have sent and resent documents to enrollment .documents@ gexaenergy.com 12 times each time im told crs would review and call me back . To begin with, I never received any notice that there was a hold, I simply didnt rec a bill in March which prompted me to call and find out why. I was told the previous tentant had a hold on the meter. and i needed to send in lease agreement and a copy of my ID. We are now in May, and again with out notice i have no power and had just went shopping. I have lost approximately 350., in groceries and 2 days work trying to my power restored. i hve been hung up on 4 times. and still have a refrigorator full of now wasted food, and no power. but you will want youir bill paid promptly an y family needs to survive. I can not take on another job. because your customer service agents. provide faulse information. . and dont want to attempt to look up an account . instead i get hung up on.

At the time my contract was up, the bill was lower. The bill remained lower for months and then I received BACK BILLING for hundreds of dollars billed at a rate almost TWICE the ESTABLISHED RATE. When I contacted customer service, the lady stated she couldn’t do anything but would have another representative call me. I waited for days to receive a cryptic email (not the promised call) which did not address the billing errors and the overcharges. I called the number and through two days of both email attempts and phone calls, I was never allowed to talk to a supervisor and only told that a supervisor had been emailed. The exact words of the only representative I was allowed to speak to were that he was “only the messenger”. I was offered a “courtesy” credit of less than half of the overcharges and a contract renewal. Obviously, all of my accounts are now established elsewhere. The unethical practices demonstrated throughout the process included: • CONSISTENT BILLING ERRORS over the period of four months. • The company “correcting” the billing errors at a rate almost TWICE the ESTABLISHED RATE. • NEVER PROVIDED THE NAME AND CONTACT INFORMATION of the OBSCURE “SUPERVISOR” who was the only one who could make decisions. • Brief emails were the norm for attempting to make the situation “go away” rather than a discussion of the company’s errors and an ethical means for correcting those errors. • A representative who was only the “messenger” by his own words, who felt the need to go on a rant about how he was not required to provide me information of what he discussed with his supervisor. • I was offered a SMALL DISCOUNT AS A “COURTESY” WITHOUT ANY STATEMENT OF THE TRUE INHERENT ERRORS COMPLETED OVER A PERIOD OF 4 MONTHS AND WAS TOLD TO PAY THE FULL BILL ANYWAY because that would take weeks. I HIGHLY RECOMMEND AVOIDING THIS COMPANY AT ALL COSTS. I used them for years without a problem; however WHEN THERE IS A PROBLEM, EVEN IF IT IS THEIR FAULT, IT IS UNLIKELY THAT YOU WILL BE ABLE TO SPEAK WITH ANYONE WHO HAS THE CAPACITY TO MAKE A DECISION. There are clearly ONGOING UNETHICAL AND HIGHLY QUESTIONABLE PRACTICES within Gexa operations.

2/23/15 Today I spoke with a customer service representative (male) about signing on with their 6 month contract for electric service. He informed me that the information which they advertise on powertochoose.com was not correct. Even though the website shows the fix rate prices - its not correct. He explained that their prices change every month depending on how much kwh usage you consume. For every additional 100 kwh you use - the price goes up. I was very angered because as a consumer you will never know how much your bill will be every month since they change the rates on you. Basically you are at their mercy. And they do NOT HONOR THE RATES posted on powertochoose.com - they intentionally DECEIVE the public while binding you in a contract. Shady underhanded and manipulative. I pray a double curse of financial ruin upon this company.

Don't be late even 2 days on your GEXA Energy bill because the system sends out a disconnect notice. After this 10 days to pay the bill from the print date. Yes, the print date printed on the bill, so really you have only 5 business days which means you can't rely on the mail to get it there on time. The really only option costs an additional 4.95...Not a company to do business with...

GEXA is TERRRIBLE at customer service. I tried them for an introductory offer and have regretted it ever since! They quote you prices, then send you bills that are much higher, you call and they waste hours of your times trying to get you to stay longer on contract (DON'T DO IT!) ... They nickel and dime you on every conceivable charges, fees, surcharges, and BS thing that is legally allowed and when you call to ask why you have to pay three different providers (who are NOT green energy producers) when you thought you were getting Green Energy GEXA they all speak Greek to you. I have had it with these crooks ... I am leaving GEXA and NEVER looking back!

My electricity rates have been 13.35cents per KwH the highest probably around and not even renewable. Apart from this I have had monthly variable charges ranging from $38-$20 (no explanation - just says variable charge).

On top of this I have the Oncor fees. I have given my AA ff # on multiple occassions. But not a single mile has been added to my account for 5 yrs.

I finally decided to wake up and switch providers.

I have called them to understand the charges - but they have no explanation.

Please review all the charges carefully if you have GEXA as you might be paying significantly high rates for your electircity.

Oct 2008 to March 2009 rates were 19.8cents

From then on it has decreased a bit by bit and it is at 13.35cents now.

I called today to inquire about the nature of several charges from TNMP (TX New Mexico Power) on my bill that totalled $32.oo. The CS rep was rude and unknowledgeable. He kept pointing out that was the plan I had choen and was only able to spot legal jargon when I asked him to explain the charges. Finally I asked for a Supervisor (though he assured me the Supervisor would only tell me what he had. After almost 10 minutes on hold I hung up. I found what I needed on the internet instead (thank you Google).

Gexa is merely the retail provider of TNMP. One of the charges on my bill - the "Competition Transition charge" - is a charge for TNMP to be able to compete in the unregulated electrical industry, $3.00. TNMP was forced during the de-regulation to split into separate entities (a Distribution Facility and a Transmission Facility) for which I am charged two separate charges. The DF gets the bulk at $18.00, the TF gets $5.00. The total amount I am charged each month is roughly $33.00 in addition to my monthly usage by Gexa of .107 kw/h.

After comparing my bill with a co-workers I have decided NOT to renew my contract when it expires in December 2010. In fact, no TX electrical provider will ever get my business again. My co-worker's bill is from Spark Electric and she has only about $3.00 total in extra charges each month. Plus she pays a lower rate.

BTW, if you get disconnected you have to pay BOTH Gexa and TXNP fees related to that.

Gexa Energy is a scam, I placed an order for electric service but CANCEL my order before electric service was provided. The Rep at customer service inform me that she cancel the service order. Gexa Energy sent me a bill for $435.00 I was outraged and call Gexa Energy how can I be billed for service I never received. I spoke with several people including a manager and she insured me that it was a mistake and not to worry I do not owe anything. Well guess what ! It is now on my credit report that I owe Gexa energy 435.00 . I have been disputing charges for over a year and they still appear on my credit report.

Do not call Gexa Energy they are scams.

DO NOT USE GEXA! Gexa Energy is running a scam with their month to month rates and their customer service absolutely sucks. They are incredibly higher than any other electric company for month to month fees. I was locked into a year contract with a decent rate (10.8 kwh) and received a notice my contract was about to expire. I called them 2 days after the deadline (my fault I know) and renewed my contract. I didn't pay a lot of attention when she named the new dates, but I DID ask if it would be in effect this billing cycle. I was told yes. A few days later I get my bill for the previous month and they billed me the new month to month rate of 19.62 kwh even though I was still under the old contract for half the month. So I called them and was informed I was told of the specific dates so I would have to pay the current rate. Also the new contract rate didn't take effect until 25 days after I called to start the new contract. So now I'm locked in with them for a year unless I want to pay the early termination fee. If I had known I would have to pay 2 months at such a high rate I would NEVER have done a new contract. I have been with them for almost 4 years and you would think they would want to keep their customers happy, but I was treated very poorly every time I called them. I'll honor my new contract only b/c I don't want them getting any extra money out of me, but I WILL NOT use them after that and I'll make it my mission to let everyone know how bad this company is and how they scam people.

This ridiculous company hikes rates almost every month. A year ago when electricity was much more expensive, I was paying the avg. 0.12 - 0.14 cents per kilowatt hour. That was of course b/c I just joined and was on a month to month contract. It kept being raised until I finally canceled it when it reached 0.20 per kWh (which equates to about an extra $100), mind you, while electric and oil prices have dropped by about 75%. Not to mention, I get a late fee almost every month b/c you have esentially 2 days to mail in your payment once you receive it. You have to allow 5 business days for processing + 3 days for delivery, and you don't even have a normal 30 days to pay it. You have 19. What a joke of a company, complete thieves and they know, which is why it's next to impossible to get someone on the phone.