Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the billing on Feb *, 2024. Sponsor Energy overcharged me at wrong rate for gas service. and refused to adjust the correct rate. This is the customer service replied me ********************** simply means that you either get a small credit (if you under-used based on the estimated buy) or a small charge (if you over-consumed based on the estimated buy) as we have to pre-purchase fixed gas on your behalf based on the predicted volume of natural gas needed for your home. This means that if you use more than what we pre-purchased for you, for that month, we need to "buy" you additional natural gas at the current market price and charge you that rate for the over consumption but if you used less than what was estimated, we sell the extra gas you did not use back to the market and credit it onto your ****** This is my first time to hear this from this company. I feel it is not proper way to deal with us and proper way to do business. Based on the customer service's email, I asked questions. Now they ignored my email.

  

  Business Response

  Date: 23/02/2024

  Mr ************* signed up for a * year fixed block gas product with us.  When ********** signed up for this product, we went out to the market and pre-purchased a year of natural gas for him, shaped monthly based on the historical consumption for his site (his "hedge").  In the case of a fixed block product, if ********** consumes more than the hedge (excess gas), we go into the market and purchase more gas to cover that volume at the prevailing market price; we charge ********** for this difference.  If ********** consumes less than the hedge (unused gas), we go into the market and sell the unused gas at the prevailing market price; we credit ********** for this difference.  ************** contract clearly outlines the manner in which this fixed block product works. 

  ********** contended that he should have been charged as follows:

  Charge on invoice = ****** Usage * Fixed Contract Price

  This is not the way the product ********** signed up for works, and the manner in which it works is clearly outlined in his terms and conditions:

  If Hedged volume < ****** Usage, then Charge on invoice = (Hedged volume * Fixed contract price) + (Purchase of ********** * Market Price)

  If Hedged volume > ****** Usage, then Charge on invoice = (Hedged volume * Fixed contract price) - (Sale of ********** * Market Price)

  We have exchanged many emails with ********** on this matter.  ********* emailed/called us * times between Feb ** and Feb **.  Sponsor Energy responded * times over the same two days. In contrast to ************** claims, there was an extensive back-and-forth dialogue with **********.  Sponsor Energy did not ignore him at any time.  There are no billing errors on ************** account, the charges are completely consistent with the product ********** signed up for.

   

  Customer Answer

  Date: 26/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: if it is one year fixed rate. It should be fixed rate. This company played around the terms and try its best to get more from customers. 
  
  Sincerely,
  
  *************