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1.5
Updated by user Jul 02, 2018

First Choice Company removed the cancellation fee. They also corrected the second bill to match what is on the Electricity Facts Label.

Original review posted by user May 31, 2018

I signed up for service to start April 16th. I thought I signed up for receiving 6.2 cents per kWh if I used 2,000 kWh.

The electricity facts label only provides tier charges for electricity usage, but does not provide the Oncor Delivery Charges. Instead of thinking I'm paying 6.2 cents per kWh, you are really paying 11 cents per kWh. I called the customer service line, which basically told me that I'm S.O.L., would still be charged a fee and that there was nothing he could do about it. So I initiated the process to cancel my service, then requested a supervisor.

When I asked about no including the Oncor Delivery Charges to the estimated bill, the answer I received from the supervisor was "this is the electricity usage portion of the bill." So I asked, why couldn't the Oncor Delivery Charges calculation be provided on the Facts Label, I was, then, told "Thank you for passing the feedback and I will send this to senior management." Instead of going back and forth, I asked so because of the misleading information, why am I still going to be charged a fee? The supervisor referred me to the 'Disclosure Chart' of the Facts Label, where it mentions Oncor Delivery Surcharges. It still doesn't provide the calculations of the Oncor Delivery surcharges, so I would have to go research what they are, then calculate them into my bill. What is the point of the Electricity Facts Label, if the customer still has to search around for information regarding their plan.

I confirmed with the supervisor of my cancellation date, asked about the waiver, which she stated I've had the account for more than 30 days (45), then hung up the phone.

The supervisor, immediately, called me back, then stated that she would submit a request to have the cancellation fee waived.

Morale of the story is don't wait until you get a full month's bill before you call and ask questions. Otherwise, you'll have to deal with the headache that I'm dealing with!

Reason of review: Pricing issue.

Location: 12 Greenway Plaza Suite 250, Houston, TX 77046, USA

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