ComplaintsforAcacia Energy

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I been out of town since 01/10 for some reason the days I’m not home my electricity has tripled in usage I called the company 01/16 the rep said they get the reading from the meter I told her it needs to be checked she said no I asked to speak with a supervisor she transferred me to silence and penny cr did the same thing today so I’m needing help resolving this issue.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Acacia Energy provided me with an extension to last me until payday which is Dec. 29th. Since my hours were cut I went this route for help. They’ve helped me before as well & it has always lasted until I get paid. On Tuesday 12/26/2022 I attempted to contact them in regards to my usage thru 12/20-12/27. I was overcharged and it resulted in my lights being disconnected & my extension was cut short. I have not been home since the holidays so I’m not sure why I’m still being charged. My lights have been disconnected since Tuesday Dec. 27th. However I was charged for Wednesday Dec. 28th when my lights are off. I have been trying to contact Acacia for days and have yet to speak with them. I wait for 5-6 hours before anyone even answers the phone. This is very inconvenient and I need to speak with someone.

  Business response

  01/17/2023

  Acacia Energy records do indicate that usage consumption did significantly increase during the week of Christmas due to the extreme freeze weather conditions that impacted the greater Houston area and state of Texas.  Acacia Energy does not have any record of a contact attempt during normal business hours by Ms. ******** to Acacia Energy regarding her usage consumption or disconnection.  Acacia Energy records do reflect that Ms. ******** contacted Acacia Energy on 12/29/2022 to process a reconnect payment and on  1/7/2023 to request additional payment assistance.  Acacia Energy records actually reflect that Ms. ******** has contacted Acacia Energy on 4 occasions since her enrollment on 10/4/2022, all of which have been granted.  Upon receipt of this complaint Acacia Energy has attempted to contact Ms. ******** to further discuss her concerns in detail, unfortunatley she has not answered not returned our calls.    

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The date of transaction would be for the month of November and December I will leave a specific date and amount as an example for how they are stealing money from their customers. My account ****** has free nights from 9pm-6am but somehow I have spent $563.52 for the month of December and $444.52 for the month of November. They can’t give a proper explanation as to why my account doesn’t start being charged until the hours of free electricity. For example the account had $13.05 ten of that being a disconnect threshold. There was no ac or heat used at all on 12/28/22 at 9:40pm I check balance is still $13.05 so I turn a/c for an hour I check my balance again at 12am and I am negative - $11.57. This happens a lot yet they can’t explain why my balance doesn’t go negative til I run my ac or wash clothes during the free portion of the night. They don’t offer any resolutions to the problem at all. I currently have a switch hold balance I plan on paying off as soon as I can afford it so that I can leave the company. But from what I have been told they do this to their customers claim to offer free electricity but people still end up losing $400 to $800 a month. Which doesn’t make sense for prepaid customers.

  Business response

  01/19/2023

  Acacia Energy records do reflect that Rachel ******* signed up for Acacia Energy's free nights plan on 7/21/2022.  As per the the plan Electricity Facts Label (see attached), during the hours of 9pm - 6am, the energy charge for consumption would be 0 (free).  Acacia Energy records do reflect that billing has occurred consistent with this plans billing calculation.  Please see attached the details in reference to Ms. ******** example for the date of 12/28/2022.  Acacia Energy receives the usage details from he local utility and invoices/bills based on this detail.  On the day of 12/28/2022, the address in question consumed a total of 60 killowhat hours, with 18.17 occurring between 12:00 am -5:59am, and 5.67 occurring between 9pm and 11:59pm.  The total of this consumption that would bill at zero is 23.84.  Please see attached 15 minute usage detail outlining this consumption as well as the corresponding daily message sent to Ms. ****** on 12/30/2022 reflecting the total consumption for 12/28/2022 being 60 killowatt hours and the free energy portion being 23.84398 killowatt hours.  Acacia Energy has attempted to contact Ms. ******* to discuss her concerns to include her monthly energy consumption and billing in details, however she has not answered nor returned our calls.  We encourage Ms. ******* to contact Acacia Energy at 877-977-2946 so we can better assist her.  

  Customer response

  01/27/2023

  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.  
  
    They have made no initiative to contact me and explain my bill and how it is high usage on  days when bo one is home and nothing not even the ac is on. I have no voicemails or missed calls from them at all. 
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Acacia is over charging me and adding fees to things without my knowledge.. my account was positive today as of midnight my usage came thru and they turned my lights off without a notice to pay ... they are charging for things I didn’t do nor did I charge to my account

  Business response

  08/18/2022

  ******** ****** ************** ****** Acacia Energy) records show that Michelle ****** initially signed up for prepaid electricity services on 03/09/2022.  At the time of enrollment, Ms. ****** was provided all required documents which include the Prepaid Disclosure Statement (see PDS attached).  The Prepaid disclosure statement outlines the importance of maintaining an account balance at or above $10 to prevent disconnection as well as lists any additional fees that may apply.
  
  Acacia Energy records do reflect that services were disconnected on 8/10/2020 for failure to maintain a positive balance as listed in the Prepaid Disclosure Statement (see attached) provided at the time of enrollment.  Acacia Energy records do reflect that the required prior notification (see attached) was submitted to Ms. ****** via the customers preferred method of communication.  Acacia Energy has no record of the account balance being positive on 8/10/2022 at 12am, at this time the account balance was actually negative $4.44. 
  
  Upon receipt of this complaint, Acacia Energy immediately attempted to contact Ms. ****** to discuss her concerns related to the disconnection of service, account balance and fees.  Ms. ****** was not available to accept our calls, however we were able to make contact with Ms. ****** on 8/12/2022 at approximately 1:50pm.  During this call all of Ms. ****** concerns including the account balance on 8/10/2022 at 12 am, any fees in question, and the current account status and balance were discussed and addressed to Ms. ****** satisfaction.  In addition, and as a courtesy a credit amount of $80 was applied to the account to address her concerns and offset any recent fees.  Ms. ****** indicated that her concerns were addressed to her satisfaction. 

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