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On July 24, 2025, TPUC Staff issue a  corrected supplemental statement of position in customer complaint case stating that, “[t]he Reliant representatives did not state that Complainant may switch to any and all electricity plans, regardless of enrollment eligibility.”

“Staff finds that Complainant’ s alleged violations of PURA § 17.004(a)(1) and 16 TAC § 25.475(c)(1)(A) are unsubstantiated because he never claimed or provided proof that an early termination fee or other monetary loss was incurred from cancelling his 2024 plan. Instead, Complainant argues that he should be awarded speculative damages because he was not enrolled in an electricity plan for which he was ineligible. Staff also finds that Complainant misconstrued Reliant’ s representations. The Reliant representatives did not state that Complainant may switch to any and all electricity plans, regardless of enrollment eligibility. Reliant’ s Terms of Service (TOS) for Complainant’s 2024 plan and 2026 plan expressly state that (1) the TOS contains the complete understanding of the agreement and supersedes all other written and oral communications and representations and that (2) no sales agent or any other representative has binding authority to modify the contract.25 While 16 TAC § 25.475(c)(1)(A) expressly contemplates that all communications, whether written or oral, by the REP be clear and not misleading, Staff did not find evidence that Complainant was made verbal representations that Reliant later failed to adhere to.”

“Staff finds that Complainant’ s prior enrollment history has no bearing on his current ineligibility for the Power On 12 plan. Reliant was under no obligation to enroll Complainant into previous plans offered only to new customers. Complainant was a Reliant customer of over thirty years when he requested enrollment in the Power On 12 plan.26 In the March 3,2026, call, the Reliant representative noted that the 2026 plan was also only offered to new customers but that Complainant’ s enrollment would be approved as an exception.27 As such, Staff recommends that Reliant has not violated PURA § 17.004(a)(1) and 16 TAC § 25.475(c)(1)(A)”

As background, on April 2,2026, Haseeb Abdullah (Complainant) filed a formal complaint against Reliant Energy Retail Services, LLC (Reliant) regarding alleged billing errors, failure to maintain records, and failure to prevent service interruptions pertaining to telephone service. This complaint was filed under 16 Texas Administrative Code (TAC) § 22.242.