Ambit Energy — Horrible Customer Service
I've had AmbitEnergy for 7 months now and on the Lone Star Gold 1 Year Term. I've always paid my bill on time and never had a problem with receiving my bill at my previous address. I moved to my new address and transferred my service as well the end of July 2008. In the last 2 months that I have moved to my new address I have not received a bill at all or any mail from Ambit Energy. One day my Electricity was turned off with my child in the house mid SUMMER I called but first was on hold for an hour and 15 minutes to let them know that I never received a Bill but they said they sent it and never got the return mail. So I paid the bill the same day as soon as I knew that it was turned off with an extra 60 dollar reconnect few and also the electricity was not turned back on till the next day. We tried to resolve the mail issue and asked for a manager to contact us back but that never happened. Lack of employees in Customer Service and not at all satisfied with the Customer Service.
Next Month the same exact thing happened which was September 2008. This time on hold for 2 hours and there is no sarcasm when I say 2 hours. I again ask to speak to a manager before I pay my bill and there is no one available again to speak to and I don't feel that it's right that I have to pay the 60 extra a month for the reconnection fee when I'm not receiving my mail for Ambit so that I'm aware of my bill and can pay my bill. The Customer service Agent tells me that I need to check with my Post Office. I tell her that I recieve my bills from all other utilities but Ambit. So being on hold trying to One not have to pay the extra 60 dollar reconnect for the second month in a Row due to this but secondly figure out what the problem is with the mail and get it resolved. So Frustrated with all of this I finally pay the bill and ask them again to have a Supervisor call me due to the lack of Customer Service and Knowledge to a solution. I got to my Post Office and they verify everything is okay with my address and Carrier and that something could be wrong with the bar code on the envelope. So I call Ambit Energy back first thing in the Morning around 830 to try to catch them early without a long hold and still surprisingly on hold for 45 minutes. I tell a Gentlemen the situation and ask to speak to a Supervisor but Customer Service has another department answering Calls because Customer Service is so behind and backed up. So I ask him to send a letter out to my address by hand and also have a Supervisor call me. I finally receive my first bill that I have received from Ambit Energy this week but still have not a return call from the Supervisor. Come to also find out they have changed my discounted rate Plan which is .1194 per kwh to .1990 per kwh because of the disconnections. You wouldn't believe how much more I'm paying because of all of this.
I found a number for the Corporate office in Dallas and contacted James P. to let them know what had been going on and I'm trying to resolve this matter at hand and have them also settle this higher rate Ambit has changed my Plan to and the two extra 60 dollar charges that I've paid when my electricity had been turned off due to not receiving my mail. He said there was nothing really that he could do but he know the person in the Billing and Mail and would have that person contact me to get that resolved and I would have to call Customer Service about the Change of my Rate Plan. I have now been on hold for coming up to an hour now and wish I could just get some help or a phone call from a Supervisor to settle this entire mess.
If there's anyone that can help email me at [protected]@yahoo.com