Chat Notes

Opening
Hello, thank you for contacting us via Ambit chat, this is Jorge. How can I help you?

Buenos días, Gracias por contactarse por Ambit chat, mi nombre es Jorge. ¿Como puedo ayudarle?

Buenas tardes, Gracias por contactarse por Ambit chat, mi nombre es Jorge. ¿Como puedo ayudarle?

Verification
Before continuing, may I please have your full name for verification purposes?

Antes de continuar ¿Me puede indicar su nombre completo?

Just to confirm, am I speaking with XXXX?

Thank you for verifying.

Thank you for providing me with your name.

Willingness
Sure, I'll be more than happy to assist you with…..Let me take a look at your account and see what
options we have for you.

It will be my pleasure to assist you with your request. Let me take a moment to quickly review your
account, XXX, so we can assist you with xxx.

I will be more than glad to assist you with your balance inquiry, if you would be so kind to allow me one
moment to quickly review your account, please?

I would be happy to check on the status of your account, just one moment to take a quick look at your
account.

I completely understand needing additional time to make a payment, no worries, we can look into for
options for payment with the balance.
Empathy
I can understand how that would be difficult, we have all faced difficult situations, we can look to for
options as a resolution to help you.

I can’t imagine what you must be going through, hopefully we can make things a little better by
providing you with options for XXXX.

I apologize for the confusion, let me look at your account to see where the miscommunication may have
been so we can clear it up.

Congratulations on your new home! I will be more than happy to assist you with transferring your
services, we appreciate you choosing to remain with Ambit, and we thank you for being a loyal
customer.

I sincerely apologize for the long hold, we understand how valuable your time is, we are doing our best
to attend to all our customers and assist their requests.

I am sorry to hear you haven’t been feeling well, I do hope you feel better soon.

Balance inquiry
Currently your balance is $112.09 with a due date of 3/16, would you like to make a payment with our
Automated Service or through your MyAmbitAccount? Or do you need additional time to make
payment for the total balance?

Your past due balance is $143.74 and is due on 3/12 to avoid disconnection on 3/13. There will be a fee
of $10.00 included on your next invoice due to a disconnect notice being sent. Would you like to make a
payment with our Automated Service or through your MyAmbitAccount? Or do you need additional
time to make payment for the total balance?

Summer Bill Inquiry

I notice that you are on a Month-to-Month plan, your term plan expired on XXXX. We recommend that
you enroll in a Term Plan with lower competitive rates.

The increase in usage would mainly be caused by temperature increases outside. Depending on your
desired temperature for your home, the temperature outside will affect your consumption. If the
temperature is hotter than usual or during the summer months, your air conditioner will work harder to
maintain your desired temperature inside your home. Once the temperatures outside lower your
consumption will lower, but this will also depend on your desired temperature inside your home.

Cooling your home during the hottest months of the year can account for close to 70% of your usage.
We recommend raising the temperature as much as you are comfortable, even 1 degree makes a big
difference. Raising your temperature 4⁰ can reduce your usage by as much as 20%. We also
recommend raising your temperature several degrees any time you leave your home for 1 or more
hours.
 Because you have a Smart Meter, you have the power to analyze your energy use by month, week, day
or even in 15-minutes increments by registering with Smartmetertexas.com. That makes it easy to
review when energy use spikes around your house, and make energy saving changes, like better
managing how and when you use household items, replacing older appliances, and other adjustments.
It is required to use your ESI ID; would you like for me to provide it to you?

You have the power to analyze your energy use by month, week, day or even in 15-minutes increments
since you are registered for a MyAmbitAccount. You can see the usage information online by going to
My Bill > Usage History tab.

Since you are not registered for a MyAmbitAccount, we would recommend this, you would have the
power to analyze your energy use by month, week, day or even in 15-minutes increments. Once
registered, you can see the usage information online by going to My Bill > Usage History tab.

I notice that the main reason for your high invoice is that your usage has increased in the last few
months as follows:

Mar-21 688 kWh

Apr-21 703 kWh
May-21 899 kWh
Jun-21 960 kWh

Here are some tips to save energy in the summer:

 Open inside doors to allow the temperature to adjust more evenly.
 Keep shades and drapes of south-facing windows closed during warm months to keep the heat
out and reduce A/C usage.
 Proper insulation keeps the temperature low inside of your home. You should seal all doors and
windows by caulking and adding weather stripping, if needed.
 Another way for hot air to sneak inside of your home is through your dryer vent. By detaching
and cleaning the vent yearly, you can ensure the hot air from your dryer is outside where it
should be, instead of inside.

Don’t bring the heat:

 Instead of using your oven, which heats your entire home, think of using your microwave,
indoor or outdoor grill.
 Lower your water heater (120°F or 49°C). You can also invest in a water heater tank
jacket/insulation wrap.
 Turn off lights except where needed - CFL or LED bulbs use 75% less energy than regular light
bulbs.

Also, as a tip, we recommend unplugging the items that have small power transformers since they use
power anytime they are plugged in whether items are being charged or not (phone charger, coffee pot,
flat screen television, computer, etc.).
Delete CC Info

If you would like you can remove stored payment information online by going to my profile>scroll down
to Stored Payment Information> Edit> delete.

Payment Extension
I completely understand needing additional time to make a payment, no worries, we can help you with
options for payment with the balance.

In order to set a payment arrangement, an initial payment is required, how much can you pay today?

When will you be able to pay the remaining balance?

For a payment extension, the furthest date we can provide for the remaining balance is (insert date).

The minimum amount required to start a payment plan is $.

Will you be paying the first installment online after the chat session?

Please note your payment must post today by 12:00AM for your payment plan to be established. Once
your payment is received. the remaining installment amount will be (insert amount) due on (insert
date). If either payment is not received by the agreed upon date, your service may be subject to
interruption. If a disconnect order is sent for non-payment, fees will apply.

If applicable: In addition, you have an invoice due on (insert date) for (insert amount).

Deferred Payment Plan

I completely understand needing additional time to make a payment, no worries, we can help you with
options for payment with the balance.

How much can you pay today?

The minimum amount required to set up a deferred payment plan is (insert amount).

(For defaulted DPP) I understand your concern with the initial installment for a DPP is 50% of the
balance. The initial installment is higher due to the previous DPP defaulting due to not being paid as
agreed.

How long do you need to pay the remaining balance?

You can split the remaining balance in up to 5 additional installments.

The installments will be distributed as follows:

First Installment: $(insert amount) due today.

Second installment: $(insert amount).

Third installment: $(insert amount).

 Fourth installment: $(insert amount).

Fifth installment: $(insert amount).

Sixth Installment $(insert amount).

Do these installments work for you?

I will provide the payment plan agreement, please read it carefully.

Once you have read this agreement please respond with yes, no or I agree, I don’t agree.

If you enter into this plan concerning your past due amount, we will put a switch hold on your account.
A Switch Hold means that you will not be able to buy electricity from other companies until you pay the
total deferred balance. If we put a switch hold on your account, it will be removed after your deferred
balance is paid and processed. While a Switch Hold applies, if you are disconnected for not paying, you
will need to pay Ambit Energy to get your electricity turned back on. Do you understand the terms of the
deferred payment plan as I have read them to you and accept this plan?

Here is some additional information concerning your DPP:

 We will send you a letter within approximately 24 hours via regular mail detailing your Deferred
Payment Plan.
 We will not send you any additional reminder statements or call you regarding your remaining
installment payments.
 It is important to pay your current monthly invoices in full moving forward, along with your DPP
installments, by the due date to avoid defaulting on your agreement and any interruption in
service.

Move Request

Congratulations on your new home! I will be more than happy to assist you with transferring your
services, we appreciate you choosing to remain with Ambit, and we thank you for being a loyal
customer.

First, I would like to confirm your current address is: XXXX.

May I have the full-service address where you want your service to be transferred to?
Is [number] your best contact number?
When would you like to start the service at the new address?
When would you like to end the service at the current location?
Will the mailing address be the same as the new service address?
Will the new mailing address be effective today?
When will be effective the mailing address change?
 New Address [______________]
ESIID [______________]
Move In date [______________]
Current address [______________]
Move out date [______________]
Phone Number [______________]

If you decide to make a change to this date, you have until one business day before your scheduled date
to make this request. Once we receive your final meter read, a final invoice will be sent.

It takes approximately 24 hours (excluding the weekend and holidays) for service to start. We typically
see Expedite Move-In orders completed within 2-4 hours; however, we are unable to guarantee that
specific time.

Average Billing Customers: Average billing will be cancelled and result in a True-Up or Settlement for
your current location. If you would like to continue Average Billing, you must enroll once at the new
location.

Ambit Home Services Customers: Ambit Home Services will be cancelled after the final meter read at
your current location. Once the new address is energized, you can enroll by calling customer care.

AutoPay CC Customers: Once your mailing address is updated with your banking institution, you must
access your MAA account or contact Customer Care to update this information to avoid any future
rejected payments.

Cancel Account

I'm sorry to hear we're losing you as a customer, may I ask the reason you want to cancel?

Since you are moving to a new location, may I please have the new address to see if we service that
area? If we do, we can transfer your current service to the new address.

I did confirm that we do service the new address, may I offer you to transfer your services to the new
location instead of cancelling?

I understand there is currently service at the new address, we can look at what is being paid per KWH
and see if your Ambit account has a better rate. Would you like to review the prices?

I understand, I hope in the future when you are in the market for an electric provider, you will allow us
the opportunity to serve you again. Let me take care of your cancellation request for you.

We really appreciate the time you have being an Ambit Customer, however if you'd like to return to the
company, you can do so at any time, and we will be more than happy to serve you again.

Will the new mailing address be effective today?

When will be effective the mailing address change?

Can I ask why you are requesting a Letter of Credit?

We require a minimum of two full business days (no weekends or holidays) to cancel the service at your
current address, so the closest date I can send the cancel order for is (insert date). When would you like
to have the services cancelled?

If you decide to make a change to this date, you have until one business day before your scheduled date
to make this request.

Deposit: The deposit on your account will automatically be applied to your final invoice. Deposits will be
refunded 4-6 weeks from the final invoice generation date.

Ambit Home Services: Your cancellation order will remove Ambit Home Services.

AutoPay: Your account will remain on Auto Pay for 60 days after the account is cancelled.

Average Billing Customer: Your cancellation will result in a True-up Adjustment (credit) or Settlement
(money owed), which will be applied to your final invoice. The amount is based on your Average Billing
balance at the time you cancel.

Renewal

To confirm the effectiveness of your product, you can view your plan activity under: My Service Plan in
your MyAmbitAccount.

I see in your account your renewal was successful. Your new plan Secure Savings 12 will start on XXXX.

Your Renewal was successful, thank you for remaining a valued Ambit customer!! We appreciate your
business.

I can see that your plan is about to expire, I recommend you renew into a product plan. I will be happy
to review your usage to determine the plan that is best for you!

Thank you for asking about your term plan, it would be my pleasure to determine which plan benefits
you according to your usage. You would then be able to renew through your MyAmbitAccount at your
convenience or you can contact a customer care agent by calling 1-877-282-6248.

Based on your usage, the plan that best fits your lifestyle is the Lone Star Classic 12 with an energy rate
of 8.89 per kWh and average rate of 13.1 ¢.

Based on your usage, the plan that best fits your lifestyle is the Lone Star Plus 24 with energy rates of 0-
1350 kWh: 8.55¢; 1351-2000 kWh: 5.13¢; >2000 kWh:12.89¢ and average rate of 11.7¢.

The Free & Clear Nights 12 have an energy rate: Nighttime Rate: 0.00¢ kWh (Nighttime Hours 09:00 PM -
05:59 AM) Daytime Rate: 17.08 ¢ kWh (Daytime Hours 06:00 AM - 08:59 PM) and an average rate of
14.7. This plan would be focused for those that have most of their usage of electricity between 9pm and
5:59am

An average rate is based upon 2000 kWh of usage and consists of the monthly energy rate, base charge
of $9.95 and any recurring Transmission Distribution Utility charges, if applicable. For more information,
see the Electricity Facts Label for your product.

Currently we are not able to renew your plan via chat, however; you do have the ability to renew your
plan on your My Ambit Account by going to My Service Plan tab >> view/change plan button under my
plan. Then you'll be able to choose which plan you would like to renew for. Please note, in order to
complete the renewal please read over the new Product Information, Account Details, Plan Change
Confirmation, and finally you must complete the renewal process by putting in your initials or full name
(case sensitive) as it appears on the account and clicking Submit My Product Change, or you can contact
a customer care agent by calling 1-877-282-6248.

Renewal Issue

May I suggest that you log out and log in on a different browser?

In case it doesn't work, I will report this issue. We would also appreciate any description of any errors
you encounter. I apologize for the inconvenience this has caused, you are welcome to try back on
MyAmbitAccount and try renewing again later.

Escalations

I apologize for any frustration regarding this situation. I understand your request to speak with a
supervisor, however; I would like to provide options and more information to find a resolution, if you
would be so kind to allow me the opportunity to continue to assist you?

If you want to speak to a supervisor, I can arrange a call back, and I apologize that I was unable to help
resolve your issue.

Document Request

We can send the proof of service document by email, the email I have on file is XXXXX.

You should receive this email within 48 business hours. Be sure to check your spam/junk folder.

For Letter of Credit, you will receive this within 48 business hours.

For a Billing History, you will receive this within 48 business hours.

It can take 4-7 business days for mail.

TDU & Average Rate

The TDU is your Transmission Distribution Utility. They are assigned by area and for your address they
apply charges regardless of the electric company you choose. You will see the TDU charges on your bill
every month and will depend on your monthly usage.

TDUs are responsible for the following:

◦ Transmit and deliver electricity along the poles and wires. They do not sell electricity.
◦ Maintenance and repair of poles and wires
▪ Outages ▪ Down power lines
▪ Trees in power lines that need trimming
▪ Setting up a new premise (ESIID)
▪ Read meters
◦ Completing service orders

Average Rate

The average rate on your bill is calculated by adding the energy charges plus any TDU recurring monthly
fees from either Ambit or the delivery provider and dividing by the total kWh used that month. An
average rate is based upon 2000 kWh of usage and consists of the monthly energy rate, base charge of,
all recurring Transmission Distribution Utility charges and bill credits, if applicable. For more
information, see the Electricity Facts Label for your product.

Our hours of operation are Monday–Sunday 7:00 a.m. – 10:00 p.m. (CST).

Deposits

Your deposit will be credited to the account after 12 months of consecutive on-time payments.

Your deposit will be applied to the final invoice. Any remaining credit will be refunded up to 4-6 weeks
from the final invoice generation date.

Commercial:

The deposit and accrued interest will be credited back to the account after 24 consecutive months of on-
time payments.

Recap

Just to recap, I have XXXX and XXXX.

Just to recap, I provided information on XXXX.

Further Assistance
It has been my pleasure to assist you with XXXXXXX, is there anything else I can help you with?

Besides assisting you with XXXX, did you have any other questions or concerns I can help you with?

Closing
Thank you for your time and for using Ambit chat. I hope you have a great day!

You're welcome, thank you for your time and for using Ambit chat. Have a great day!

Ha sido un placer para mí asistirle, gracias por su tiempo y por usar el chat de Ambit. ¡Tenga un
excelente día!

Dead Air
Unfortunately, I have not received a response from you; I will wait an additional minute to allow time for
your response however if I do not receive a response within one minute, I will have to disconnect the
chat session in order to assist other customers.

Unfortunately, I have not received a response from you; if you still need assistance, please contact us
back via chat or at 1-877-282-6248 and we would be happy to assist you. We apologize for any
inconvenience. Thank you for using Ambit Chat. Have a great day.

Lamentablemente, no he recibido una respuesta de usted; Esperaré un minuto adicional para dar
tiempo a su respuesta, sin embargo, si no recibo una respuesta dentro de un minuto, tendré que
desconectar la sesión de chat para ayudar a otros clientes.

Lamentablemente, no he recibido una respuesta de usted; Si aún necesita ayuda, contáctenos por chat o
al 1-877-282-6248 y estaremos encantados de ayudarle. Nos disculpamos por cualquier inconveniente.
Gracias por usar Ambit Chat. ¡Tenga un excelente día!