Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I still think it was a bad way to do bussesness to seniors
Complaint: [redacted] I am rejecting this response because: The reason they gave for me owing them is a lieI have never made a partial payment on my electric billI have always paid the full amount shown on my bill, on timeIf they have evidence that this is not true, then they need to provide this evidence, because I have evidence to the contrary of their claim Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Additionally, I appreciate SES understanding my frustrations and making me whole again by waiving the Early Termination Fee (ETF)Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Santana very knows that if a customer changes their company, they are under the impression that they are getting a better dealThe wording is such that you figure that along with the taxes you have paid all along with utility bills, it is a reasonable taxWhich it is not, dollars administration fee, for what???????I had a better deal with Com EdI want to be given back the money I over paidThe need for a the recording is a clear indication that Santanna is tricking with wording and legalized stealng Regards, [redacted] ***
Customer: [redacted] Gas- Date Enrolled– 12/11/ Date started–12/30/ Term date-3/1/ Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/7/ Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in MichiganI was on vacation for out of the days and dialed down to degreesMy bill for January was $for days and January was a colder monthI was billed $for FebruaryWhen I contacted Santana, I was told I was given market pricingI was told I needed to call them to negotiate a lower service planSantana never contacted me by mail or phone to tell me thisFor the years I’ve been with them I never negotiated a service plan and never knew this was expected of meThis is an unfair practice to dupe customers unknowinglyI (sic) Consumer Protection Initiatives & Sales Channel Controls for Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Consumers EnergyCustomer will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES spoke with Mr [redacted] on 3/8/and 3/13/and discussed his complaint 1.Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in MichiganI was billed $for February After further review SES did not overcharge Mr [redacted] He was billed according to his consumption and rate during that periodMr [redacted] has been on the market rate since his original month fixed rate expired 2.Santana never contacted me by mail or phone to tell me thisFor the years I’ve been with them I never negotiated a service plan and never knew this was expected of me Mr [redacted] started with SES on 12/30/SES sent Mr [redacted] an enrollment welcome letter which stated the terms and conditions of the contractSES sent Mr [redacted] an renewal letter on 12/1/as reminder, before the contract expiredMr [redacted] never contacted SES to renew his fixed contract and the enrollment went on the market rate as stated in the terms and conditions Tell us why here
Complaint# [redacted] Customer: [redacted] Customer Concern Received from Revdex.com: 03/22/Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I received a red final notice letter from Santanna Energy Services and I pay my bill on time faithfully every monthIn February I contacted Santanna because I noticed my bill was was much higher than normial and was advised that they made a huge mistake with several customers and they lumped all of our charges into billing cycleI was under the impression that the charges were on my February bill and now I get a final notice as if I never paidThey apologizeed about the confusion and told me that it was covered on my one billSince I was under the impression that the balance was PAID IN FULL in February, They convinced me to renew my contract and stated that I would have no admin fee for the next year and I could call at any time to get the lowest rate This call was recorded where I was informed that the charges were on bill and paidNow they want to send my acct to collections??? Are you serious??? I pay my bills on time every month and they also have a late fee on my most recent bill and I paid peoples gas on time?! How is any of their mistakes fair to the consumer?! We need a bill adjustment! How dare you try to mess with my GOOD credit for your mistake that I was informed was done by the corporate officeConsumer’s Desired Resolution: Billing adjustment and some credit for the mistake made by the businessThey should have at least contacted customers before sending a final notice stating that hey we messed up we will credit your acct for $XX and we can offer you a payment plan for the remaining balance that we can break down into 6-month terms Then when I want to cancel because of the service I've been given, they want to charge a cancellation fee?? Really, I wouldnt want to cancel if you guys hadnt screwed over the consumer I should NOT be penalized for Santannas mistakeConsumer Protection Initiatives & Sales Channel Controls Door to Door: Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR have to attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelinesPost-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Peoples GasThey will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment they may contact either Santanna at 1-800-764-4427, or their utility’s customer service(Peoples Gas 1-866-556-6001)Customer Concern Investigation: Enrollment Date: 04/30/ Service Start Date: 06/04/SES called and spoke with Mrs [redacted] on 03/30/to review the account and complaintMs [redacted] initially enrolled the account with SES on 04/30/and SES provided service at E 62nd St from 06/04/to 07/06/When Ms [redacted] moved from E 62nd St to the current address at E Drexel Sq., SES continued to service Mrs [redacted] ’s gas account at the new service address from 07/06/up until the current billing cycleHowever, due to a system error, the billing did not transfer successfully and the SES charges from 07/06/through 12/30/were omitted from Ms [redacted] ’s utility bill and the customer has only been billed and has paid the utility chargesThe billing error was explained to Ms [redacted] when she contacted SES on 02/04/and SES apologized for any inconvenience this might have caused herOn 02/04/SES offered Ms [redacted] a lower rate of $without any administration fees, and a $ETF would apply if she cancelled before the end of the term of the contractMs [redacted] accepted the new rate of $and was informed that she can contact SES at any time to check if lower rates are available to sign up for any lower ratesThe new rate of $has become effective on Ms [redacted] ’s March utility bill No cancellation was processedHowever, as a good will gesture, if Ms [redacted] decides to cancel her account at any time, SES will waive the $ETF as a one-time courtesySES has informed Ms [redacted] that any late fees on the SES charges from 07/06/through 12/30/will be waived as a courtesy, once the billing has been resolvedSES will also honor any payment arrangements made with the utility company to clear the SES chargesMs [redacted] thanked SES for following with her concerns Thank You, [redacted] Quality Assurance Supervisor [redacted] * [redacted] Premium Service and Competitive Prices
Complaint Product/Service: Purchase Date: 10/13/Problem Occurred: 10/13/Model: Account Number: Order Number: Talked to Company: 10/13/Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: We do not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our buildingWe do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quotaThe unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Customer: [redacted] Customer Concern Received from Revdex.com: 10/14/ Customer Concern submitted from Revdex.com: Complainant does not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our buildingWe do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quotaThe unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Consumer Protection Initiatives & Sales Channel Controls for Door to door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the DSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The [redacted] Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s [redacted] Customer Concern Investigation: SES spoke to Ms [redacted] on 10/17/and went over her complaintShe stated no one should be entering the property unless they have permission from managementThe way the agent behaved was unprofessional and unacceptableAfter the investigation it was found that there are no records of any accounts being enrolled from this apartment complexIt was explained that SES does not tolerate this type of behavior and the DSR ( [redacted] Luis) in this matter was suspended and has been pulled and retrainedThe agent has a full understanding that he will not enter properties without gaining permission firstSantanna does not tolerate any marketer who does not follow protocol and procedures and explained further actions may/will be taken if further incidents occurSES apologized to Ms [redacted] for the unpleasant sales experience and any inconvenience this might have caused her and the residents of the Gaslight PropertyThe complex address has been added to our internal Do Not Knock ListShe understood and was satisfied with the follow up and the resolution Thank you, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax: [redacted] Email: [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices Tell us why here
Customer: [redacted] Electricity- Date Enrolled– 4/29/ Date started–6/15/ Term date-1/17/ Enrollment Channel – Door to Door Customer Concern Received from Revdex.com: 2/26/ After entering a five year contract with this company to provide electricityI cancelled their serviceThey confirmed this in a letter dated December 20, It takes about a month for this request to go through, so they provided service through 01/17/Throughout this time, they have received all payments through ComedHowever, on 02/25/17, I received an invoice in which they are seeking payments for services from 11/10/-01/17/However, they have received these paymentsAnd any payments they have not received is not owed to themThey are claiming Comed does not allow them to include final charges on their invoiceHow can I owe charges for a period in which, according my Comed bill, they were paid? Also, for much of the period that Santanna Energy is seeking additional payment for, from 10/10/through 01/17/2017, Comed was overcharging me by estimating my usageThis was discovered once I scheduled for someone to come out to actually read my meterI received an adjustment for the period of 10/10/through 01/17/Therefore, Santanna Energy was receiving payments based on incorrect information and were therefore overpaidMy corrected bill which included taxes as well as usage for the period 10/10/2016-11/10/was $Santanna Energy was paid $(It was determined that they provided less than half of that amount of electricity)For 11/through 12/13/the corrected bill was $Yet, Santanna Energy was paid $For the period of 12/13-01/my total charges was determined to be $I had already been overcharged and had overpaid over $So Santanna Energy is owed nothingIf anything, they owe me money Consumer Protection Initiatives & Sales Channel Controls for Door to Door Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines Post-Sale Customer Communication For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES Customer may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processes your enrollment request, and up to days before the effective date on ComEd’s noticeTo withdraw your enrollment, Customer may contact Santanna’s Customer Service Center at ###-###-####, or ComEd at ###-###-#### Customer Concern Investigation SES reached out to speak with Ms [redacted] on 3/2/2017, 3/3/and 3/6/to discuss her complaint, but could only leave voice messagesAfter further investigation, SES would like to inform Ms [redacted] that she was not making her payments in fullMs [redacted] was only making partial payments on her bill Ms [redacted] started making payments on 9/14/2015, the outstanding balances were carried forward to future invoices Ms [redacted] was overcharged by ComEd due to a wrong meter estimateOn 2/9/ComEd credited Ms [redacted] the total amount of $to offset for the overchargeHowever, Ms [redacted] still has some previous outstanding balances from the beginning of her payment history because she was making partial payments Ms [redacted] has not overpaid SESThe subsequent unpaid bills from other previous balances were carried forward at the closing of the account and the remaining balance as of 1/17/is $ Tell us why here
Complaint: [redacted] I am rejecting this response because: when I spoke to Santana on the phone, I told him that I understood what the rates wereHowever, I wanted to cancel the service until I spoke with my husbandI never said that I wanted to keep the serviceThey can pull the records if they have copies recordedI told them that I needed to speak with my husband to keep the serviceI told them to cancel in the meantimeThat was within their timeframe to cancel their serviceAnd when the door to door salesman came by, he did not obviously follow their scriptHe clearly told me that we were not going to be automatically enrolled in anything and that I would get the information of how much their energy service cost by mail firstThat did not happenWe received letters that we were already enrolledI specifically asked the door-to-door salesman multiple times make sure that we were not going to be automatically enrolledWe were lied to and we never signed a contract with them Regards, [redacted] ***
I will not accept the response from Santana until I receive a refund check I do not have any reason to trust their sincerity I have been promised a refund going on months now When I receive a refund check, this matter will be resolved.Regards, [redacted] ***
Customer: [redacted] Customer Concern Received from Revdex.com: 02/10/Customer Concern submitted from Revdex.com: Contract Disputes Customer’s Statement of the Problem: Last summer, employees for Santanna hounded me every day for months trying to push, prod, and cajole me into switching to their serviceFinally, one employee finally got me, after lying to me, saying that he was with ComEd checking some routine things about my accountHe already had all of my information, and so as soon as I verified it, he suddenly welcomed me to signing up for Santanna Energy services (completely unwillingly, entirely without my consent)I immediately told him that I did not want to sign up for his service, and that he had better cancel it right awayHe suddenly started talking in so much legal jargon and excited nonsense that I could barely understand what he was sayingAssuming fraud, I immediately then called ComEd, asking them if they saw any change to my account, they said they weren't sure, but that they thought it didn't go throughUnfortunately, soon after I got mail welcoming me to Santanna energy servicesI repeatedly called Santanna energy customer service, explaining that I had been tricked into opening an account with them and that I wanted to me removed from my contractEach time they said that they would switch me back, and yet I'm still somehow getting billed through their companyI suppose they train their customer service representatives to lie to their customers in order to trap them in a service that they never wanted in the first placeNot only that, but now my bill is much higher than it ever was before; I feel that they have essentially stolen hundreds of dollars from meComplaint Product/Service: Electric Purchase Date: 5/8/Problem Occurred: 5/8/Model: Account Number: [redacted] Order Number: Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: I wish for Santanna Energy Services to finally release me from my contract with it, without charge for early withdrawal from the program (considering I was tricked into joining them in the first place)I will be returning to ComEd's residential bundled electric serviceAlso, I would like for the company to refund some portion of their charges I've paid since I joined their program last summerI believe they owe my household some compensation after refusing to release me from my contract on multiple occasions, after forcing me to deal with truly horrible customer service representatives, and after expecting me to pay a much higher rate than I would have, had I been actually been allowed to choose my energy service providerI also hope that they seriously consider firing the initial employee who lied to me in order to get me to sign up for their programConsumer Protection Initiatives & Sales Channel Controls Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communicationsPost-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES They may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processes your enrollment request, and up to days before the effective date (“Rescission Period”) on ComEd’s notice You can do this by contacting Santanna customer service at 1-800-764-4427, or by contacting ComEd in writing or by telephone at 1-800-Edison-Customer Concern Investigation: Enrollment Date: 02/28/ Service Start Date: 04/03/SES made several attempts to reach Ms [redacted] to discuss her account and complaint but was only able to leave voicemail messages asking for a return callNo response was receivedOur investigation revealed that Ms [redacted] was the one that enrolled the account with SESPlease be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our programThe TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kilowatt hour for billing months Your initial term of months will begin with your next Utility meter read after acceptance into the Electricity Choice Program by ComEd After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for ComEd service, a $monthly admin fee, or state and local taxesYou may cancel your account with Santanna at any time without an early termination fee Additional terms and conditions of service applyDo you understand? Ms [redacted] replied with a clear ”Yes” The account has been canceledThere is no ETFThe account will final on/or about 04/04/16, a date determined by the utility company; not SESSES has no call history indicating that Ms [redacted] attempted to contact SES with concerns about her electric accountSES has met the terms of the agreement, billed the customer properly, and see no reason to adjust the billingAs a courtesy Ms [redacted] ’s phone number was added to our internal Do Not Call ListSES apologizes for any misunderstanding and inconvenience this might have caused herThank You, [redacted] Quality Assurance Supervisor [redacted] Toll Free: 800-764-Fax : 866-292-Email : [redacted] www.SantannaEnergyServices.com
Customer: [redacted] Customer Concern Received from Revdex.com: 9/10/ Customer Concern submitted from Revdex.com: In June I talked to a rep who said they could reduce my electric bill by giving me a flat rate of $/ kwhAt that time my avg bill including any other fees, distribution charges, etcwas $/ kwh so I thought the savings would be worth it as signed upMy first full bill was $/kwh, substantially higher than advertised and included a $admin fee I was not told about by the rep (but it was in a lengthy verification speech by another person)This verification process I also feel is fraudulent and I've requested the recording of the telemarketer because that person told me what and how to answer every question (I could only answer yes or no) so they could corral people through the process and get it recordedWhen I called Santanna customer service I was basically told that's what I signed up for so I was stuck with it or I could cancel for $After I requested to listen to the recording and then made sure I was currently be recorded I asked if my only choices were to keep what I had (as she was pressing me to do) or cancel for $Only then did she say I could sign up for a yet ***r rate of $/ kwh and no admin fee (which is all I wanted waived to start with because I don't think the telemarketer ever told me about an admin fee)Lastly, I think the process is setup to trap people just like meIt's a separate telemarketing company who just wants you to agree to sign, they coach you through the verification process which is also a separate company, and Santanna thinks they are free of any further responsibilityI think the rescission period is bogus because it doesn't give you time to have a full bill for comparison and once I had my first full bill to do a valid comparison I called to cancel but its past the rescission periodMy experience to this point led me to just ask to cancelI'm not comfortable that Santanna will treat me fairly and at arm’s length so rather than have other unexpected billing issues and larger bills, I just want to go back to how I was Desired Settlement: I simply want the $cancellation fee waivedI've already paid almost $more on my first bill than I expected, so simply waiving the fee seems fair to me Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Electric enrollments, after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s programThe letter also advises the customer that they have business days from the post-mark date on the Welcome Letter notice to reconsider their decision, without penaltyTo withdraw your enrollment, you may contact Duke Energy at Customer Concern Investigation: Enrollment Date: 6/12/ Service Start Date: 7/9/SES attempted to speak with Mr [redacted] but was only able to leave messagesOur investigation revealed that Mr [redacted] was the one that enrolled the account with SESPlease be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our programThe TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kWh for billing months Your initial term of months will begin after your next available meter read date, and your acceptance into the Customer Choice program by Duke Energy After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price ProgramThe rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for Duke Electric service, a $monthly admin fee, or state and local taxesAdditional terms and conditions of service applyYou understand that I may contact Santanna at any time to sign up for a fixed price programHowever, if you choose to cancel after the rescission period and before the end of the initial term of this contract, an early termination fee of $will be chargedIs that clear? Ms [redacted] replied with a clear “Yes” The telemarketer agent in this matter did not follow the script and has been terminated from selling Santanna productsThe account has since been canceledThe account will be final on a date determined by the utility company; not SESAs a good will gesture SES has waived the ETFHis phone number was added to our Do Not Call ListSES apologizes for any misunderstanding, and inconvenience this might have caused Mr***Since SES was not able to speak with Mr [redacted] a copy of this reply will be mailed to him and asked if he has any questions to please contact me Thank you, [redacted] Direct: [redacted] ***
Complaint: [redacted] I am rejecting this response because: years have passed since Santana supposedly sent out a letter in to inform me the contract was about to expire, so they say How does Santana know I received the letter? How about a follow up phone call or letter? How many people remember what was said or agreed upon years later? Their rates for the so called market rate is nearly double what Consumers Energy is chargingTheir rate $cf and Consumers $cfThey hope people forget to contract a new price with them so they can charge these exorbitant ratesThat's not good customer service that's called being taken advantage ofMy loyalty with Santana for the past years counts for nothingAs soon as I question an overcharge it's all my faultI don't care what they say I used for the month of February it's not possibleIn the plus years I've had gas bills I have never come close to a bill being $in the warmest month on record for FebruaryRead other complaint letters they all have the same general thread in them -cheating their customers and poor customer serviceI'm glad I dumped them and suggest anyone having a problem with them dump them quickly and don't get caught up in their gameOh and by the way, if you dump them they want to charge you $for doing soEven if you don't have a contract with them and you were being charged the market rate like I was and not locked into a better rate they still want your $bucks Regards, [redacted]
Customer: [redacted] Gas- Date Enrolled– 12/19/ Date started- 1/01/ Term date- N/A Enrollment Channel – Broker Customer Concern Received from Revdex.com: 09/05/We have been charged the wrong distribution charge since JanuaryWe have spent hours on the phone trying to resolve this issues that should be very simpleThey keep passing us from manager to mangerWe have been sending copies of our bills via fax and emailI believe we are just being shuttled around until we give upThey have outright lied to us on several occasions, who have all said it is now fixed, our credit is on the wayWe have spoken with supervisor [redacted] on several occasionsWe have also spoken with supervisor [redacted] and even a supervisor named [redacted] BEWARE of this companyConsumer Protection Initiatives & Sales Channel Controls Door to DoorSantanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelinesPost-Sale Customer Communication:For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Consumers EnergyConsumers Customer will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-####Customer Concern Investigation:SES reached out to Mrs [redacted] on 9/15/but was only able to leave a voice message in regards to her complaint, no calls have been returnedAfter further investigation it was determined that the pool change never submitted due to the last pool change failing to processThe statue was updated and the pool change request was recreatedThe account will be issued an adjustment for the price difference of what the customer was billed vs what the customer should have been billed atSES does apologize for any misunderstandings or inconveniences this may have caused them Please let me know if you have any further questionsThank you, [redacted] Customer Service Supervisor Direct: ###-###-#### Toll Free: ###-###-#### FAX: ###-###-#### EMAIL: [redacted]
Complaint: [redacted] I am rejecting this response because:The payments received by People's Gas is due to the fact, People's gas are receiving my payments. I am not on a budget plan, never was on a budget plan. I inquired about this to People'sGas and they told me that SES wold not receive full payments because they are not my service provider. On the first of March the representative not only spoke with me about the bill by she tried to get me to change rates after knowing how I feel about the situation. SES's did indeed tell me about the services, however told me it would be at a discounted rate. I do see two separate amounts. If in fact SES was my provider why are they labeled as supplier chargers. I have dobe my research on SES and I've seen that I am not the only customer with this complaint. Regards, [redacted]
On 07/01/SES informed Ms [redacted] that the check was being mailed the same dayHowever, there might have been a delay due to the 4th of July HolidaySES called Ms [redacted] on 07/06/and again on 07/07/to see if she had received the refund check, but was only able to leave voicemail messages asking for a return call On 07/08/Mrs [redacted] returned SES’s call, and left a voicemail message letting SES know that she had received the refund checkSES thanks Ms [redacted] for her patience, and apologizes for the inconvenience that this might have caused her Thank You, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax : [redacted] Email : [redacted] www[redacted] .com Premium Service and Competitive Prices
Customer: Mr [redacted] Customer Concern Received from Revdex.com: 10/19/ Customer Concern submitted from Revdex.com: On 10/18/ [redacted] from Santanna energy services visited my homeThey proceeded to high pressure my wife into signing paperworkMy wife is NOT on my accounts; she does not have authorization for any switch ordersIn fact, she told them her husband was at work and was not at home and that they needed to talk to meAfter about minutes (keeping in mind this is while she is attempting to watch my 1-year-old and 3-year-old) she finally signed some sort of paperwork so they would leave (which this company should not have asked for without my authorization.) There was NO reason to have her sign a thing!! This is notification to your company that if you set foot in my property again I will consider it trespassing, you have authorization to contact me only for purpose of an apology or for information to cancel this unethical and perhaps illegal signing of a switch orderMy name is on my AEP and Dominion Ohio Bill, no one elseNo one else should have been pressured to sign a thingWhen I got home I'm left with a "Customer Copy of terms and conditions-please keep for records"--all of which I did not sign!! Desired Settlement: Assurance all paperwork will be destroyed with my wife's signature as I did not and do not authorize any switch orders for my energy services, how dare you high pressure my wife while I am not home and have her sign paperwork for Bills that are not in her name Consumer Protection Initiatives & Sales Channel Controls for Door to Door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the DSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The AEP Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s AEP [redacted] For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Dominion East Ohio Customer Service They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s customer serviceDominion East Ohio [redacted] Customer Concern Investigation: SES spoke to Mr [redacted] on 10/19/and went over his complaintIt was explained to him that the TPV was reviewed and it was Mrs [redacted] who chose to enroll with SES as her electric and natural gas providerShe did state she was authorized to make changes on the accountsPlease be assured that SES does not approve of any DSR swaying from the script and absolutely does not tolerate any DSR that blatantly fabricates information about our programThe accounts have since been canceled and will not start with SESNo ETF’s will be assessed to the accountsSES apologized for any misunderstanding and any inconvenience this might have caused him or his wifeHis address and phone number have been added to our internal Do Not Call and Do Not Knock listMr [redacted] understood and was satisfied with the folland resolutionTell us why here
Customer: [redacted] Gas- Date Enrolled– 10/22/ Date started- 11/18/ Term date- NA Gas – Renewal Date – 1/25/– Term Date – Customer is staying with SES Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 4/24/ A natural gas contract price of $per Therm ("T") for the ensuingmonth period was confirmed to me in a hard copy Santanna ("SES") Enrollment "Welcome Letter" dated As I had an existing 1-year contract (at $0.339/T) with SES that ran into November 2016, the 0.359/T new contract price was to begin when the old contract expiredHowever, in December and January 2017, I was billed at $0.505/T and $0.5669/T, respectivelyI called SES's Bolingbrook IL office on to correct the rate and receive a refund for the month overcharge [redacted] at SES said they would correct the rate effective back to and refund approximately $to me for the 2-month overchargeThe rate indeed was corrected to the contract rate of .359/T in the next bill, but the overcharge has never been refundedThree followup phone calls to SES (to Shawn, Jasmine and Elise) resulted in statements that the check will be mailed "in a week or two"To inquire as to payment status one more time on 4.24.17, I was told by the SES rep that the check will be sent to the utility (***)When I pressed on regarding exact timing, the rep told me that I was rude, then kept me on hold for about minutes before stating that the check would go to [redacted] in "about to days." This timing is totally unbelievable and unacceptable Consumer Protection Initiatives & Sales Channel Controls for Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The [redacted] Gas Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at ###-###-####, or their utility’s [redacted] Gas ###-###-#### Customer Concern Investigation: SES spoke with Mr [redacted] on 04/27/and discussed his complaint A natural gas contract price of $per Therm ("T") for the ensuingmonth period was confirmed to me in a hard copy Santanna ("SES") Enrollment "Welcome Letter" dated However, in December and January 2017, I was billed at $0.505/T and $0.5669/T, respectivelySES investigation identified a billing error that affected Mr [redacted] for the Months of December and January The rate indeed was corrected to the contract rate of .359/T in the next bill, but the overcharge has never been refunded SES has sent the refund of $to Mr***’s utility company on 4/25/to be credited When I pressed on regarding exact timing, the rep told me that I was rude, then kept me on hold for about minutes before stating that the check would go to [redacted] in "about to days." This timing is totally unbelievable and unacceptableSES apologizes for any inconvenience this might have caused Mr***He will be credited the refund of $by his utility company, in his next billing cycleMr [redacted] was happy with the follow up and satisfied with the resolutionMr [redacted] will remain SES customer
Customer: [redacted] Gas- Date Enrolled– 12/19/2011 Date started- 1/01/2012 Term date- 10/26/2017 Enrollment Channel – Broker Customer Concern Received from BBB Follow-up: They only called me back one time and left message I since then have call [redacted] back 2 times will no return call still waiting left message I would like to know when I will receive my credit? I have been told several times that the check is in the mail and I still have yet to see it. you can understand for the past nine months I’m still to this day being charged the wrong supplier charge. Please let me know what they say my credit amount is and when I will receive it. Consumer Protection Initiatives & Sales Channel Controls Door to Door Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. The DSR are trained to clearly introduce themselves as representatives of SES. The DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform check. DSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”. Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on them. The DSR hands out a business card when they meet the customer indicating they are from SES and not the utility company. In addition, DSR’s have a supervisor that randomly live monitors them in the field to insure compliance. Then an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SES. The TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines. Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Consumers Customer will have 30 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation: SES spoke to Jodi, Mr. [redacted] ’s daughter, on 10/12/2017 regarding her complaint. She wanted to know when she will be receiving the adjustment. It was explained to her that the account is currently waiting to term and a check can be sent to her now for the price difference or if she would like to wait till the account is final and a check will then be sent out. The account does have a term date of 10/26/2017, she stated she will wait till the account is final to receive the full adjustment. SES will call Ms. *** again to inform her of the total amount she will be receiving. SES apologized for any inconvenience this has caused her and her dad. She understood and thanked me for following up on her complaint. Please let me know if you have any further questions. Thank you, [redacted] Customer Service Supervisor Direct: ###-###-#### Toll Free: ###-###-#### FAX: ###-###-#### EMAIL: [redacted]
After further investigation, SES discovered that *** *** was correct and was indeed making payments in full, but there is still an outstanding balance due SES of $That balance is $86.40, because on 2/9/there was an adjustment of $from *** *** utility company, because they voided and reissued several invoices (a.k.aa rebill.) If customer DID NOT receive that adjustment in the form of a refund in the amount of $from COMED, then she owes SES $and SES should collect the $from COMED If the customer DID receive a refund of $from COMED, then she owes SES the balance due of $See attached document
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I still think it was a bad way to do bussesness to seniors
Complaint: [redacted] I am rejecting this response because: The reason they gave for me owing them is a lieI have never made a partial payment on my electric billI have always paid the full amount shown on my bill, on timeIf they have evidence that this is not true, then they need to provide this evidence, because I have evidence to the contrary of their claim Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Additionally, I appreciate SES understanding my frustrations and making me whole again by waiving the Early Termination Fee (ETF)Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Santana very knows that if a customer changes their company, they are under the impression that they are getting a better dealThe wording is such that you figure that along with the taxes you have paid all along with utility bills, it is a reasonable taxWhich it is not, dollars administration fee, for what???????I had a better deal with Com EdI want to be given back the money I over paidThe need for a the recording is a clear indication that Santanna is tricking with wording and legalized stealng Regards, [redacted] ***
Customer: [redacted] Gas- Date Enrolled– 12/11/ Date started–12/30/ Term date-3/1/ Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 3/7/ Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in MichiganI was on vacation for out of the days and dialed down to degreesMy bill for January was $for days and January was a colder monthI was billed $for FebruaryWhen I contacted Santana, I was told I was given market pricingI was told I needed to call them to negotiate a lower service planSantana never contacted me by mail or phone to tell me thisFor the years I’ve been with them I never negotiated a service plan and never knew this was expected of meThis is an unfair practice to dupe customers unknowinglyI (sic) Consumer Protection Initiatives & Sales Channel Controls for Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Consumers EnergyCustomer will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation SES spoke with Mr [redacted] on 3/8/and 3/13/and discussed his complaint 1.Santana (sic) substantially over charged for gas in the month of February which was a historically warm month in MichiganI was billed $for February After further review SES did not overcharge Mr [redacted] He was billed according to his consumption and rate during that periodMr [redacted] has been on the market rate since his original month fixed rate expired 2.Santana never contacted me by mail or phone to tell me thisFor the years I’ve been with them I never negotiated a service plan and never knew this was expected of me Mr [redacted] started with SES on 12/30/SES sent Mr [redacted] an enrollment welcome letter which stated the terms and conditions of the contractSES sent Mr [redacted] an renewal letter on 12/1/as reminder, before the contract expiredMr [redacted] never contacted SES to renew his fixed contract and the enrollment went on the market rate as stated in the terms and conditions Tell us why here
Complaint# [redacted] Customer: [redacted] Customer Concern Received from Revdex.com: 03/22/Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I received a red final notice letter from Santanna Energy Services and I pay my bill on time faithfully every monthIn February I contacted Santanna because I noticed my bill was was much higher than normial and was advised that they made a huge mistake with several customers and they lumped all of our charges into billing cycleI was under the impression that the charges were on my February bill and now I get a final notice as if I never paidThey apologizeed about the confusion and told me that it was covered on my one billSince I was under the impression that the balance was PAID IN FULL in February, They convinced me to renew my contract and stated that I would have no admin fee for the next year and I could call at any time to get the lowest rate This call was recorded where I was informed that the charges were on bill and paidNow they want to send my acct to collections??? Are you serious??? I pay my bills on time every month and they also have a late fee on my most recent bill and I paid peoples gas on time?! How is any of their mistakes fair to the consumer?! We need a bill adjustment! How dare you try to mess with my GOOD credit for your mistake that I was informed was done by the corporate officeConsumer’s Desired Resolution: Billing adjustment and some credit for the mistake made by the businessThey should have at least contacted customers before sending a final notice stating that hey we messed up we will credit your acct for $XX and we can offer you a payment plan for the remaining balance that we can break down into 6-month terms Then when I want to cancel because of the service I've been given, they want to charge a cancellation fee?? Really, I wouldnt want to cancel if you guys hadnt screwed over the consumer I should NOT be penalized for Santannas mistakeConsumer Protection Initiatives & Sales Channel Controls Door to Door: Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR have to attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelinesPost-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Peoples GasThey will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment they may contact either Santanna at 1-800-764-4427, or their utility’s customer service(Peoples Gas 1-866-556-6001)Customer Concern Investigation: Enrollment Date: 04/30/ Service Start Date: 06/04/SES called and spoke with Mrs [redacted] on 03/30/to review the account and complaintMs [redacted] initially enrolled the account with SES on 04/30/and SES provided service at E 62nd St from 06/04/to 07/06/When Ms [redacted] moved from E 62nd St to the current address at E Drexel Sq., SES continued to service Mrs [redacted] ’s gas account at the new service address from 07/06/up until the current billing cycleHowever, due to a system error, the billing did not transfer successfully and the SES charges from 07/06/through 12/30/were omitted from Ms [redacted] ’s utility bill and the customer has only been billed and has paid the utility chargesThe billing error was explained to Ms [redacted] when she contacted SES on 02/04/and SES apologized for any inconvenience this might have caused herOn 02/04/SES offered Ms [redacted] a lower rate of $without any administration fees, and a $ETF would apply if she cancelled before the end of the term of the contractMs [redacted] accepted the new rate of $and was informed that she can contact SES at any time to check if lower rates are available to sign up for any lower ratesThe new rate of $has become effective on Ms [redacted] ’s March utility bill No cancellation was processedHowever, as a good will gesture, if Ms [redacted] decides to cancel her account at any time, SES will waive the $ETF as a one-time courtesySES has informed Ms [redacted] that any late fees on the SES charges from 07/06/through 12/30/will be waived as a courtesy, once the billing has been resolvedSES will also honor any payment arrangements made with the utility company to clear the SES chargesMs [redacted] thanked SES for following with her concerns Thank You, [redacted] Quality Assurance Supervisor [redacted] * [redacted] Premium Service and Competitive Prices
Complaint Product/Service: Purchase Date: 10/13/Problem Occurred: 10/13/Model: Account Number: Order Number: Talked to Company: 10/13/Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: We do not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our buildingWe do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quotaThe unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Customer: [redacted] Customer Concern Received from Revdex.com: 10/14/ Customer Concern submitted from Revdex.com: Complainant does not want unauthorized individuals in our buildings without express permission from management, and we especially do not want unprofessional individuals causing a disturbance inside our buildingWe do not want individuals who are not affiliated with Gaslight Property to lie to our tenants and use deceptive practices to meet their sales quotaThe unidentified employee needs to be identified and appropriately chastised for his ridiculous behavior Consumer Protection Initiatives & Sales Channel Controls for Door to door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the DSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The [redacted] Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s [redacted] Customer Concern Investigation: SES spoke to Ms [redacted] on 10/17/and went over her complaintShe stated no one should be entering the property unless they have permission from managementThe way the agent behaved was unprofessional and unacceptableAfter the investigation it was found that there are no records of any accounts being enrolled from this apartment complexIt was explained that SES does not tolerate this type of behavior and the DSR ( [redacted] Luis) in this matter was suspended and has been pulled and retrainedThe agent has a full understanding that he will not enter properties without gaining permission firstSantanna does not tolerate any marketer who does not follow protocol and procedures and explained further actions may/will be taken if further incidents occurSES apologized to Ms [redacted] for the unpleasant sales experience and any inconvenience this might have caused her and the residents of the Gaslight PropertyThe complex address has been added to our internal Do Not Knock ListShe understood and was satisfied with the follow up and the resolution Thank you, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax: [redacted] Email: [redacted] www.SantannaEnergyServices.com Premium Service and Competitive Prices Tell us why here
Customer: [redacted] Electricity- Date Enrolled– 4/29/ Date started–6/15/ Term date-1/17/ Enrollment Channel – Door to Door Customer Concern Received from Revdex.com: 2/26/ After entering a five year contract with this company to provide electricityI cancelled their serviceThey confirmed this in a letter dated December 20, It takes about a month for this request to go through, so they provided service through 01/17/Throughout this time, they have received all payments through ComedHowever, on 02/25/17, I received an invoice in which they are seeking payments for services from 11/10/-01/17/However, they have received these paymentsAnd any payments they have not received is not owed to themThey are claiming Comed does not allow them to include final charges on their invoiceHow can I owe charges for a period in which, according my Comed bill, they were paid? Also, for much of the period that Santanna Energy is seeking additional payment for, from 10/10/through 01/17/2017, Comed was overcharging me by estimating my usageThis was discovered once I scheduled for someone to come out to actually read my meterI received an adjustment for the period of 10/10/through 01/17/Therefore, Santanna Energy was receiving payments based on incorrect information and were therefore overpaidMy corrected bill which included taxes as well as usage for the period 10/10/2016-11/10/was $Santanna Energy was paid $(It was determined that they provided less than half of that amount of electricity)For 11/through 12/13/the corrected bill was $Yet, Santanna Energy was paid $For the period of 12/13-01/my total charges was determined to be $I had already been overcharged and had overpaid over $So Santanna Energy is owed nothingIf anything, they owe me money Consumer Protection Initiatives & Sales Channel Controls for Door to Door Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines Post-Sale Customer Communication For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES Customer may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processes your enrollment request, and up to days before the effective date on ComEd’s noticeTo withdraw your enrollment, Customer may contact Santanna’s Customer Service Center at ###-###-####, or ComEd at ###-###-#### Customer Concern Investigation SES reached out to speak with Ms [redacted] on 3/2/2017, 3/3/and 3/6/to discuss her complaint, but could only leave voice messagesAfter further investigation, SES would like to inform Ms [redacted] that she was not making her payments in fullMs [redacted] was only making partial payments on her bill Ms [redacted] started making payments on 9/14/2015, the outstanding balances were carried forward to future invoices Ms [redacted] was overcharged by ComEd due to a wrong meter estimateOn 2/9/ComEd credited Ms [redacted] the total amount of $to offset for the overchargeHowever, Ms [redacted] still has some previous outstanding balances from the beginning of her payment history because she was making partial payments Ms [redacted] has not overpaid SESThe subsequent unpaid bills from other previous balances were carried forward at the closing of the account and the remaining balance as of 1/17/is $ Tell us why here
Complaint: [redacted] I am rejecting this response because: when I spoke to Santana on the phone, I told him that I understood what the rates wereHowever, I wanted to cancel the service until I spoke with my husbandI never said that I wanted to keep the serviceThey can pull the records if they have copies recordedI told them that I needed to speak with my husband to keep the serviceI told them to cancel in the meantimeThat was within their timeframe to cancel their serviceAnd when the door to door salesman came by, he did not obviously follow their scriptHe clearly told me that we were not going to be automatically enrolled in anything and that I would get the information of how much their energy service cost by mail firstThat did not happenWe received letters that we were already enrolledI specifically asked the door-to-door salesman multiple times make sure that we were not going to be automatically enrolledWe were lied to and we never signed a contract with them Regards, [redacted] ***
I will not accept the response from Santana until I receive a refund check I do not have any reason to trust their sincerity I have been promised a refund going on months now When I receive a refund check, this matter will be resolved.Regards, [redacted] ***
Customer: [redacted] Customer Concern Received from Revdex.com: 02/10/Customer Concern submitted from Revdex.com: Contract Disputes Customer’s Statement of the Problem: Last summer, employees for Santanna hounded me every day for months trying to push, prod, and cajole me into switching to their serviceFinally, one employee finally got me, after lying to me, saying that he was with ComEd checking some routine things about my accountHe already had all of my information, and so as soon as I verified it, he suddenly welcomed me to signing up for Santanna Energy services (completely unwillingly, entirely without my consent)I immediately told him that I did not want to sign up for his service, and that he had better cancel it right awayHe suddenly started talking in so much legal jargon and excited nonsense that I could barely understand what he was sayingAssuming fraud, I immediately then called ComEd, asking them if they saw any change to my account, they said they weren't sure, but that they thought it didn't go throughUnfortunately, soon after I got mail welcoming me to Santanna energy servicesI repeatedly called Santanna energy customer service, explaining that I had been tricked into opening an account with them and that I wanted to me removed from my contractEach time they said that they would switch me back, and yet I'm still somehow getting billed through their companyI suppose they train their customer service representatives to lie to their customers in order to trap them in a service that they never wanted in the first placeNot only that, but now my bill is much higher than it ever was before; I feel that they have essentially stolen hundreds of dollars from meComplaint Product/Service: Electric Purchase Date: 5/8/Problem Occurred: 5/8/Model: Account Number: [redacted] Order Number: Name of Salesperson: Purchase Price: $Disputed Amount: $Desired Settlement: I wish for Santanna Energy Services to finally release me from my contract with it, without charge for early withdrawal from the program (considering I was tricked into joining them in the first place)I will be returning to ComEd's residential bundled electric serviceAlso, I would like for the company to refund some portion of their charges I've paid since I joined their program last summerI believe they owe my household some compensation after refusing to release me from my contract on multiple occasions, after forcing me to deal with truly horrible customer service representatives, and after expecting me to pay a much higher rate than I would have, had I been actually been allowed to choose my energy service providerI also hope that they seriously consider firing the initial employee who lied to me in order to get me to sign up for their programConsumer Protection Initiatives & Sales Channel Controls Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communicationsPost-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES They may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processes your enrollment request, and up to days before the effective date (“Rescission Period”) on ComEd’s notice You can do this by contacting Santanna customer service at 1-800-764-4427, or by contacting ComEd in writing or by telephone at 1-800-Edison-Customer Concern Investigation: Enrollment Date: 02/28/ Service Start Date: 04/03/SES made several attempts to reach Ms [redacted] to discuss her account and complaint but was only able to leave voicemail messages asking for a return callNo response was receivedOur investigation revealed that Ms [redacted] was the one that enrolled the account with SESPlease be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our programThe TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kilowatt hour for billing months Your initial term of months will begin with your next Utility meter read after acceptance into the Electricity Choice Program by ComEd After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for ComEd service, a $monthly admin fee, or state and local taxesYou may cancel your account with Santanna at any time without an early termination fee Additional terms and conditions of service applyDo you understand? Ms [redacted] replied with a clear ”Yes” The account has been canceledThere is no ETFThe account will final on/or about 04/04/16, a date determined by the utility company; not SESSES has no call history indicating that Ms [redacted] attempted to contact SES with concerns about her electric accountSES has met the terms of the agreement, billed the customer properly, and see no reason to adjust the billingAs a courtesy Ms [redacted] ’s phone number was added to our internal Do Not Call ListSES apologizes for any misunderstanding and inconvenience this might have caused herThank You, [redacted] Quality Assurance Supervisor [redacted] Toll Free: 800-764-Fax : 866-292-Email : [redacted] www.SantannaEnergyServices.com
Customer: [redacted] Customer Concern Received from Revdex.com: 9/10/ Customer Concern submitted from Revdex.com: In June I talked to a rep who said they could reduce my electric bill by giving me a flat rate of $/ kwhAt that time my avg bill including any other fees, distribution charges, etcwas $/ kwh so I thought the savings would be worth it as signed upMy first full bill was $/kwh, substantially higher than advertised and included a $admin fee I was not told about by the rep (but it was in a lengthy verification speech by another person)This verification process I also feel is fraudulent and I've requested the recording of the telemarketer because that person told me what and how to answer every question (I could only answer yes or no) so they could corral people through the process and get it recordedWhen I called Santanna customer service I was basically told that's what I signed up for so I was stuck with it or I could cancel for $After I requested to listen to the recording and then made sure I was currently be recorded I asked if my only choices were to keep what I had (as she was pressing me to do) or cancel for $Only then did she say I could sign up for a yet ***r rate of $/ kwh and no admin fee (which is all I wanted waived to start with because I don't think the telemarketer ever told me about an admin fee)Lastly, I think the process is setup to trap people just like meIt's a separate telemarketing company who just wants you to agree to sign, they coach you through the verification process which is also a separate company, and Santanna thinks they are free of any further responsibilityI think the rescission period is bogus because it doesn't give you time to have a full bill for comparison and once I had my first full bill to do a valid comparison I called to cancel but its past the rescission periodMy experience to this point led me to just ask to cancelI'm not comfortable that Santanna will treat me fairly and at arm’s length so rather than have other unexpected billing issues and larger bills, I just want to go back to how I was Desired Settlement: I simply want the $cancellation fee waivedI've already paid almost $more on my first bill than I expected, so simply waiving the fee seems fair to me Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Electric enrollments, after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s programThe letter also advises the customer that they have business days from the post-mark date on the Welcome Letter notice to reconsider their decision, without penaltyTo withdraw your enrollment, you may contact Duke Energy at Customer Concern Investigation: Enrollment Date: 6/12/ Service Start Date: 7/9/SES attempted to speak with Mr [redacted] but was only able to leave messagesOur investigation revealed that Mr [redacted] was the one that enrolled the account with SESPlease be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our programThe TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kWh for billing months Your initial term of months will begin after your next available meter read date, and your acceptance into the Customer Choice program by Duke Energy After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price ProgramThe rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for Duke Electric service, a $monthly admin fee, or state and local taxesAdditional terms and conditions of service applyYou understand that I may contact Santanna at any time to sign up for a fixed price programHowever, if you choose to cancel after the rescission period and before the end of the initial term of this contract, an early termination fee of $will be chargedIs that clear? Ms [redacted] replied with a clear “Yes” The telemarketer agent in this matter did not follow the script and has been terminated from selling Santanna productsThe account has since been canceledThe account will be final on a date determined by the utility company; not SESAs a good will gesture SES has waived the ETFHis phone number was added to our Do Not Call ListSES apologizes for any misunderstanding, and inconvenience this might have caused Mr***Since SES was not able to speak with Mr [redacted] a copy of this reply will be mailed to him and asked if he has any questions to please contact me Thank you, [redacted] Direct: [redacted] ***
Complaint: [redacted] I am rejecting this response because: years have passed since Santana supposedly sent out a letter in to inform me the contract was about to expire, so they say How does Santana know I received the letter? How about a follow up phone call or letter? How many people remember what was said or agreed upon years later? Their rates for the so called market rate is nearly double what Consumers Energy is chargingTheir rate $cf and Consumers $cfThey hope people forget to contract a new price with them so they can charge these exorbitant ratesThat's not good customer service that's called being taken advantage ofMy loyalty with Santana for the past years counts for nothingAs soon as I question an overcharge it's all my faultI don't care what they say I used for the month of February it's not possibleIn the plus years I've had gas bills I have never come close to a bill being $in the warmest month on record for FebruaryRead other complaint letters they all have the same general thread in them -cheating their customers and poor customer serviceI'm glad I dumped them and suggest anyone having a problem with them dump them quickly and don't get caught up in their gameOh and by the way, if you dump them they want to charge you $for doing soEven if you don't have a contract with them and you were being charged the market rate like I was and not locked into a better rate they still want your $bucks Regards, [redacted]
Customer: [redacted] Gas- Date Enrolled– 12/19/ Date started- 1/01/ Term date- N/A Enrollment Channel – Broker Customer Concern Received from Revdex.com: 09/05/We have been charged the wrong distribution charge since JanuaryWe have spent hours on the phone trying to resolve this issues that should be very simpleThey keep passing us from manager to mangerWe have been sending copies of our bills via fax and emailI believe we are just being shuttled around until we give upThey have outright lied to us on several occasions, who have all said it is now fixed, our credit is on the wayWe have spoken with supervisor [redacted] on several occasionsWe have also spoken with supervisor [redacted] and even a supervisor named [redacted] BEWARE of this companyConsumer Protection Initiatives & Sales Channel Controls Door to DoorSantanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure complianceThen an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SESThe TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelinesPost-Sale Customer Communication:For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Consumers EnergyConsumers Customer will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-####Customer Concern Investigation:SES reached out to Mrs [redacted] on 9/15/but was only able to leave a voice message in regards to her complaint, no calls have been returnedAfter further investigation it was determined that the pool change never submitted due to the last pool change failing to processThe statue was updated and the pool change request was recreatedThe account will be issued an adjustment for the price difference of what the customer was billed vs what the customer should have been billed atSES does apologize for any misunderstandings or inconveniences this may have caused them Please let me know if you have any further questionsThank you, [redacted] Customer Service Supervisor Direct: ###-###-#### Toll Free: ###-###-#### FAX: ###-###-#### EMAIL: [redacted]
Complaint: [redacted] I am rejecting this response because:The payments received by People's Gas is due to the fact, People's gas are receiving my payments. I am not on a budget plan, never was on a budget plan. I inquired about this to People'sGas and they told me that SES wold not receive full payments because they are not my service provider. On the first of March the representative not only spoke with me about the bill by she tried to get me to change rates after knowing how I feel about the situation. SES's did indeed tell me about the services, however told me it would be at a discounted rate. I do see two separate amounts. If in fact SES was my provider why are they labeled as supplier chargers. I have dobe my research on SES and I've seen that I am not the only customer with this complaint. Regards, [redacted]
On 07/01/SES informed Ms [redacted] that the check was being mailed the same dayHowever, there might have been a delay due to the 4th of July HolidaySES called Ms [redacted] on 07/06/and again on 07/07/to see if she had received the refund check, but was only able to leave voicemail messages asking for a return call On 07/08/Mrs [redacted] returned SES’s call, and left a voicemail message letting SES know that she had received the refund checkSES thanks Ms [redacted] for her patience, and apologizes for the inconvenience that this might have caused her Thank You, [redacted] Quality Assurance Supervisor Direct: [redacted] Toll Free: [redacted] Fax : [redacted] Email : [redacted] www[redacted] .com Premium Service and Competitive Prices
Customer: Mr [redacted] Customer Concern Received from Revdex.com: 10/19/ Customer Concern submitted from Revdex.com: On 10/18/ [redacted] from Santanna energy services visited my homeThey proceeded to high pressure my wife into signing paperworkMy wife is NOT on my accounts; she does not have authorization for any switch ordersIn fact, she told them her husband was at work and was not at home and that they needed to talk to meAfter about minutes (keeping in mind this is while she is attempting to watch my 1-year-old and 3-year-old) she finally signed some sort of paperwork so they would leave (which this company should not have asked for without my authorization.) There was NO reason to have her sign a thing!! This is notification to your company that if you set foot in my property again I will consider it trespassing, you have authorization to contact me only for purpose of an apology or for information to cancel this unethical and perhaps illegal signing of a switch orderMy name is on my AEP and Dominion Ohio Bill, no one elseNo one else should have been pressured to sign a thingWhen I got home I'm left with a "Customer Copy of terms and conditions-please keep for records"--all of which I did not sign!! Desired Settlement: Assurance all paperwork will be destroyed with my wife's signature as I did not and do not authorize any switch orders for my energy services, how dare you high pressure my wife while I am not home and have her sign paperwork for Bills that are not in her name Consumer Protection Initiatives & Sales Channel Controls for Door to Door: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the DSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The AEP Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s AEP [redacted] For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from Dominion East Ohio Customer Service They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at [redacted] , or their utility’s customer serviceDominion East Ohio [redacted] Customer Concern Investigation: SES spoke to Mr [redacted] on 10/19/and went over his complaintIt was explained to him that the TPV was reviewed and it was Mrs [redacted] who chose to enroll with SES as her electric and natural gas providerShe did state she was authorized to make changes on the accountsPlease be assured that SES does not approve of any DSR swaying from the script and absolutely does not tolerate any DSR that blatantly fabricates information about our programThe accounts have since been canceled and will not start with SESNo ETF’s will be assessed to the accountsSES apologized for any misunderstanding and any inconvenience this might have caused him or his wifeHis address and phone number have been added to our internal Do Not Call and Do Not Knock listMr [redacted] understood and was satisfied with the folland resolutionTell us why here
Customer: [redacted] Gas- Date Enrolled– 10/22/ Date started- 11/18/ Term date- NA Gas – Renewal Date – 1/25/– Term Date – Customer is staying with SES Enrollment Channel – Telemarketer Customer Concern Received from Revdex.com: 4/24/ A natural gas contract price of $per Therm ("T") for the ensuingmonth period was confirmed to me in a hard copy Santanna ("SES") Enrollment "Welcome Letter" dated As I had an existing 1-year contract (at $0.339/T) with SES that ran into November 2016, the 0.359/T new contract price was to begin when the old contract expiredHowever, in December and January 2017, I was billed at $0.505/T and $0.5669/T, respectivelyI called SES's Bolingbrook IL office on to correct the rate and receive a refund for the month overcharge [redacted] at SES said they would correct the rate effective back to and refund approximately $to me for the 2-month overchargeThe rate indeed was corrected to the contract rate of .359/T in the next bill, but the overcharge has never been refundedThree followup phone calls to SES (to Shawn, Jasmine and Elise) resulted in statements that the check will be mailed "in a week or two"To inquire as to payment status one more time on 4.24.17, I was told by the SES rep that the check will be sent to the utility (***)When I pressed on regarding exact timing, the rep told me that I was rude, then kept me on hold for about minutes before stating that the check would go to [redacted] in "about to days." This timing is totally unbelievable and unacceptable Consumer Protection Initiatives & Sales Channel Controls for Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The [redacted] Gas Customer Services They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at ###-###-####, or their utility’s [redacted] Gas ###-###-#### Customer Concern Investigation: SES spoke with Mr [redacted] on 04/27/and discussed his complaint A natural gas contract price of $per Therm ("T") for the ensuingmonth period was confirmed to me in a hard copy Santanna ("SES") Enrollment "Welcome Letter" dated However, in December and January 2017, I was billed at $0.505/T and $0.5669/T, respectivelySES investigation identified a billing error that affected Mr [redacted] for the Months of December and January The rate indeed was corrected to the contract rate of .359/T in the next bill, but the overcharge has never been refunded SES has sent the refund of $to Mr***’s utility company on 4/25/to be credited When I pressed on regarding exact timing, the rep told me that I was rude, then kept me on hold for about minutes before stating that the check would go to [redacted] in "about to days." This timing is totally unbelievable and unacceptableSES apologizes for any inconvenience this might have caused Mr***He will be credited the refund of $by his utility company, in his next billing cycleMr [redacted] was happy with the follow up and satisfied with the resolutionMr [redacted] will remain SES customer
Customer: [redacted] Gas- Date Enrolled– 12/19/2011 Date started- 1/01/2012 Term date- 10/26/2017 Enrollment Channel – Broker Customer Concern Received from BBB Follow-up: They only called me back one time and left message I since then have call [redacted] back 2 times will no return call still waiting left message I would like to know when I will receive my credit? I have been told several times that the check is in the mail and I still have yet to see it. you can understand for the past nine months I’m still to this day being charged the wrong supplier charge. Please let me know what they say my credit amount is and when I will receive it. Consumer Protection Initiatives & Sales Channel Controls Door to Door Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. The DSR are trained to clearly introduce themselves as representatives of SES. The DSR must attend a daily mandatory meeting to go over the program details and to go through a uniform check. DSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”. Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on them. The DSR hands out a business card when they meet the customer indicating they are from SES and not the utility company. In addition, DSR’s have a supervisor that randomly live monitors them in the field to insure compliance. Then an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SES. The TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines. Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Consumers Energy. Consumers Customer will have 30 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment, Customer may contact either Santanna at ###-###-####, or their utility Consumers Energy ###-###-#### Customer Concern Investigation: SES spoke to Jodi, Mr. [redacted] ’s daughter, on 10/12/2017 regarding her complaint. She wanted to know when she will be receiving the adjustment. It was explained to her that the account is currently waiting to term and a check can be sent to her now for the price difference or if she would like to wait till the account is final and a check will then be sent out. The account does have a term date of 10/26/2017, she stated she will wait till the account is final to receive the full adjustment. SES will call Ms. *** again to inform her of the total amount she will be receiving. SES apologized for any inconvenience this has caused her and her dad. She understood and thanked me for following up on her complaint. Please let me know if you have any further questions. Thank you, [redacted] Customer Service Supervisor Direct: ###-###-#### Toll Free: ###-###-#### FAX: ###-###-#### EMAIL: [redacted]
After further investigation, SES discovered that *** *** was correct and was indeed making payments in full, but there is still an outstanding balance due SES of $That balance is $86.40, because on 2/9/there was an adjustment of $from *** *** utility company, because they voided and reissued several invoices (a.k.aa rebill.) If customer DID NOT receive that adjustment in the form of a refund in the amount of $from COMED, then she owes SES $and SES should collect the $from COMED If the customer DID receive a refund of $from COMED, then she owes SES the balance due of $See attached document