Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10408748, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Yesterday, January 28, I received a call from the company's office of the President***He said, in his fast delivered message, that the company sent a check on November 12, to my addres [redacted] ***However Ive never received such checkI been checking my mail every week and no WTU mails was found and it was never been any communication from WTU advising they sent a check..Moreover, everytime I called the company their customer service people (in November, December and January) said the "check has been issued" they never communicated that the check has been mailedAlso in his message, [redacted] did not provided an extension to the company phone number, so has been imposible to contact himHe always calls on working hours He said that WTU "will issue another check and will take several weeks to arriveSorry that is the company's policy."To me this is totally unaceptableWTU needs to send me my deposit ASAP as it has taken more than weeks to mailAlso, the company's office of the president should leave clear instructions on how to contact them directlyWTU has not right to hold to my money as I paid all my bills and closed my account with them.I will continue with this complaint until I get my $deposit back to [redacted] ***[redacted] 253-682-
April 21, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states she called in February to have services discontinued at her current address of [redacted] **, and will resume services at her new addressWhen speaking with Direct Energy again on March 5, 2015, she was advised her account was closed, and possessed a past due balance of $276.20, which would need to be paid before processing an enrollment for her new premise She states after her account was in good standing, she proceeded with an enrollment which required no depositThe plan she agreed to included a [redacted] thermostat which was to be sent in two to three weeks She states she later spoke with an agent on April 9, 2015, who advised the enrollment could not be locatedHe then proceeded to pursue a new enrollment which required a $deposit; however, after being put on hold the agent then stated he found the original March 5, enrollment and would be able to honor the same enrollment and waive the $deposit COMPANY RESPONSE: [redacted] was a Direct Energy customer at [redacted] since February 15, [redacted] contacted Direct Energy on February 4, She requested her current address of [redacted] be disconnectedAt the time of the call, she did not provide the new address, but stated she would call back soon to issue the Move In for the new addressThe agent advised that the services would be discontinued on Friday, February 6, The next time [redacted] contacted Direct Energy in regards to the new premise was on March 4, 2015, a month laterBecause [redacted] did not provide a new address to process a Transfer of Service, the account finalized on February 8, The agent explained that her current balance of $would have to be satisfied before the new premise could be established [redacted] remitted payment to zero out her balance on March 6, [redacted] contacted Direct Energy on March 5, to enroll her new premise of [redacted] ** [redacted] was advised a $deposit was required to process the Move In [redacted] was upset as she was not advised of a deposit when she spoke with an agent on March 5, to enroll servicesThe enrollment did not complete because a permit was required, and [redacted] was to follow up with ***, the [redacted] After receiving [redacted] ’s concerns, an agent spoke with her on April 20, He advised deposit requirements are dependent on results of each soft-based credit check [redacted] stated she was not advised of a deposit when she initially attempted to establish services in March The agent advised the credit check on her recent enrollment may have indicated an update, which would have warranted a deposit While the deposit requirement was valid, the agent offered to waive it should she wish to proceed with establishing services with Direct Energy [redacted] declined the offer, stating she already went with another provider If [redacted] has any further questions or concerns regarding this matter Direct Energy remains available to assist her
September 30, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: [redacted] states she originally enrolled services under a free Saturday E-planShe states she later contacted Direct Energy to explore other options as she did not wish to participate in automatic payments, which was required by the planShe was offered an “executive membership plan” rate of $0.094/kWh and a $deposit was required, which she later paidShe later received a bill for $that was based on 1,kWhShe spoke with an agent stating she was not being invoiced according to the correct rate She called Direct Energy back to see if an investigation was performed and was advised that she signed up for a free Saturday rate and there was no record of her contacting Direct Energy later to change her rate SUMMARY OF INVESTIGATION: [redacted] has been a Direct Energy customer since August 8, at premise address [redacted] ***Our records reflect [redacted] completed an enrollment and a rate change on July 30, The original enrollment was completed with the Executive Membership PlanShe later performed a rate change and accepted the Free Power Saturday E-Plan, which is the plan she was billed Our records reflect [redacted] was mailed two invoices; one on August 17, in the amount of $29.46, and the second on September 11, in the amount of $These invoices were invoiced according to the Free Power Saturday E-Plan rate and the usage reported by the Transmission and Distribution Utility, Oncor [redacted] has contacted Direct Energy to express concerns of her rate and was advised she accepted the Free Saturday rate and there were no other records indicating she later changed her rateAccount records reflect she attempted to switch back to the original Executive Member rate, but did not complete the process rendering no changes As a courtesy, an adjustment was made on her account to reflect the Executive Membership rate, and her previous invoices were reversed and rebilled to reflect the changeThe August 17, invoice was adjusted to $and the September 11, invoice was adjusted to $ [redacted] was assessed two previously invoiced AutoPay Breakage Fees on her adjusted August 17, invoice in the amount of $that were associated with the Free Power Saturday rate Further adjustments were made to eliminate these charges, and will be reflected on the next invoice In addition, when [redacted] was re-invoiced to the Executive Membership rate, the total consumption of kWh from the Free Saturdays associated with the E-Plan rate were not re-assessed As a courtesy, we chose not to take corrective action to correct this A complaint analyst attempted to contact [redacted] on September 26, 2014, September 29, and September 30, 2014, but was unsuccessful in contacting her COMPANY RESPONSE: [redacted] performed an enrollment and a rate change on July 30, She first performed the enrollment on the Executive Membership rate, and shortly after, changed her rate to the Free Saturday E-planAs a result, she was validly invoiced accordingly Records reflect she attempted to switch her rate back to the Executive Membership rate; however, did not complete the process, causing no changesAs a courtesy, she was placed on the Executive Membership rate and the previous invoices were rebilled at the Executive Membership rate, while keeping her previous free SaturdaysFurther adjustments are being made to remove two $AutoPay Breakage Fees, which were assessed on the new invoices and will be reflected on her next invoice A complaint analyst attempted to contact [redacted] on several occasions without success Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, The company has offered no resolution to my complaint I have contacted them regarding their unfair and deceptive disclosures The renewal notice I received is not a change of terms notice Likewise, when I switched from a fixed rate product and was placed in a variable rate product a new disclosure stating this fact was not issued to me Ironically, after my phone call of complaint, their letter included a new disclosure for the fixed rate product It appears they are willing to disclose properly when the change is in the customer's favor however when the change is in the company's favor they are not willing to disclose If a disclosure had been issued when they switched me from a fixed rate product to a variable rate product on 2/1/(the same as I received in March variable to fixed) I would not have waited for my 3/17/statement to make a phone call to their company I have asked the company for the regulation which supports that they are in compliance with requirements They state they can not provide it to me I have informed the Public Service Commission of their denial to provide the regulation and I have requested that they obtain it from the company.Moreover, I have asked them for their variable rate calculation I was told it is not public I find this interesting as NYSEG publishes their variable rate daily on their website Why isn't NYSEG Solutions variable rate public? Why cant their representatives explain it? It is alarming that they can not explain their variable rate and that they refuse to disclose it I reviewed NYSEGs variable rate for my billing period and it was approximately .09/kwh (and I rounded high each day) NYSEG Solutions charged me .12/kwh I have been watching NYSEGs variable rate to see how inflated NYSEG Solutions variable rate will be for this next statement Additionally, I have informed the Public Service Commission of their denial to provide me with the details of the variable rate they are charging me I find it criminal that they can not substantiate their own product Also, I fear that they will continue to charge me an excessive inflated rate as an act of retaliation to my complaints.Additionally, they are not able to explain their processes I have been their customer since and have never had to contact them to retain my fixed rate product My account always defaulted to a fixed rate product I asked why it was different this year They said they changed their process They could not tell me when their process changed though If they were making such a significant change to their process then why were they not required by regulations to disclose the major change to their customers? Furthermore, they can not explain why it takes up to billing periods to make a change in their computer system They tried to blame it on NYSEG however, I have contacted NYSEG and found their attempt to pass the buck as untrue I explained this to them and have informed the Public Service Commission that I am requesting proof that a computer change requires 30+ days to process.I did try to compromise with the company I told them I would pay the current bill and asked them to adjust my rate for the next billing statement and going forward I thought this was fair since I initially contacted them days into my billing cycle They told me their was nothing they could do for me Therefore, I asked to speak to an officer of the company I was refused Apparently, the Complaint Analyst Department holds the judicial power for this company Unusual powers for employees with no authority It is clear that NYSEG Solutions acts with the criminal intent to fraud consumers out of hundreds of dollars Their business practices are unfair and deceptive to consumers Their inability to support their business methodologies is definitely suspicious.I have filed additional complaints on the company website, through the Public Service Commission, with the NYS Attorney General and I am writing a letter to my NYS Congressman to express my concerns with this company Furthermore, I am researching companies to find a more credible service provider to do business with
Sent: Friday, April 17, 7:AM To: drteam Cc: [email protected]; [email protected]; [email protected] Subject: Rebuttal Response to [redacted] Hello, You will find the original complaint and the rebuttal response letter attachedThank you, Direct Energy’s Office of the President Department Email Disclaimer
May 12, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Ms [redacted] has been concerned about her high invoices from Direct EnergyAfter switching providers, her last invoice was sent to a collection agency COMPANY RESPONSE: Ms [redacted] has been a Direct Energy customer since [redacted] ***, ***, [redacted] since August 1, after contacting Direct Energy on July 29, to transfer servicesMs [redacted] has since been invoiced according to her rate (cents/kWh) and usage reported by the [redacted] , *** At the request of Ms [redacted] , a meter re-read request was sent to Oncor on December 12, The process completed December 16, with no errors found After receiving an Inbound Drop on March 6, 2015, Ms [redacted] was sent her final invoice on March 10, for the amount of $184.95, due March 27, When Ms [redacted] failed to remit payment, the amount was submitted to a third party collection agency on April 5, To date, this amount has not been satisfied A complaint agent spoke with Ms [redacted] on May 12, He advised that she was correctly invoiced according to her rate and the reported usageHe explained that a meter re-read was performed in December and that no issues were foundAfter confirming Ms [redacted] ’s billing address, the agent advised that her final invoice was mailed directly to her on March 10, The agent offered to mail her an additional copy
February 3, [Complaint No: [redacted] ] – Samantha T [redacted] Account #: [redacted] COMPLAINT SUMMARY: MsTh [redacted] is concerned she has been experiencing trouble receiving her reimbursement check since she closed her account in March When she contacted Direct Energy regarding the matter, she was advised the check was cashed on June 3, COMPANY RESPONSE: Ms T [redacted] had been a Direct Energy customer since February 10, at [redacted] S [redacted] St Apt , [redacted] TX After MsT [redacted] closed her account on March 13, 2014, her remaining credit balance of $was reimbursed via check to her mailing address on March 15, After further review of the transaction it was found a back office error had caused the reimbursement check to be addressed and mailed to a different Direct Energy customer, who cashed the check on June 3, A complaint agent spoke with MsT [redacted] on January 28, He explained the error which occurred, and also advised we are in the process of issuing her a new reimbursement checkShe should receive this check within 10-business days Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf MsT [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further v
Date Sent: 3/3/4:17:PMMarch 3, [Complaint No: [redacted] * [redacted] ***Account # [redacted] COMPLAINT SUMMARY: Ms [redacted] states she is concerned about a duplicate payment that was drafted by Direct Energy on February 22, for the amount of $She states she was advised by Direct Energy that the funds have been reversed, but states she has not yet received the moneyCOMPANY RESPONSE: Ms [redacted] has been a Direct Energy customer at [redacted] since December 23, On February 22, 2016, our records indicate Ms [redacted] submitted a payment of $via her Online Account Manager at 9:P.MOur records reflect an additional payment for the same amount at 11:P.MOn February 25, 2016, the second payment was reversed at the request of Ms***The typical processing time required for reversals can take up to five business days to completeOn March 3, 2016, a complaint analyst spoke with Ms [redacted] and discussed the two separate paymentsMs [redacted] advised the analyst that her funds have since been returned to her personal bank accountIf Ms [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further
Good Morning, Please note that I have emailed the [redacted] call referenced in the attachments to [redacted] It was too large to succcessfully attach to this responsePlease find the response for reviewThank you, COMPLAINT SUMMARY: [redacted] [redacted] states on [redacted] **th, [redacted] she spoke to a Direct Energy (DE) supervisor inquiring why service had not been started at her apartment [redacted] states she was told the previous tenant had not terminated serviceShe states she was advised to contact the apartment complex [redacted] states she contacted DE and advised she no longer wanted the service and was requesting a refund of a $deposit She states she was advised the service had started on [redacted] *** [redacted] states she received an invoice for service from [redacted] **-**, [redacted] which included an activation fee for approximately $ [redacted] stated she contacted DE sometime around [redacted] or **, [redacted] and was advised the calls would be reviewed to determine if a refund of the deposit would be processed [redacted] states she called DE on [redacted] and was advised the calls had not been located [redacted] states she wants to be refunded her $deposit SUMMARY OF INVESTIGATION: On [redacted] **, [redacted] attempted to enroll [redacted] online and continued to get an error message A DE agent placed an outbound call to the phone number she listed online, [redacted] , and left a voice message asking [redacted] to contact DE A copy of the call is attached On [redacted] contacted Direct Energy and asked to speak to a supervisorA copy of the call is attached [redacted] was advised that the online enrollment did not go through and the supervisor advised she was not able to provide the exact reason, but she could make sure the enrollment could be completed that today The enrollment in the system did not have an address and could not locate an ESI ID for the premise provided [redacted] provided the supervisor the information to enroll for service at [redacted] *** The agent placed her on a hold to contact Texas New Mexico Power, because the system for initiating service could not locate the address she was providing The agent advised [redacted] that Texas New Mexico Power advised her it was an occupied premise with service for [redacted] , with another provider [redacted] stated he used to live there and she still gets his mail [redacted] stated she had no relation to [redacted] [redacted] was advised the system was continuing to reject the enrollment [redacted] stated she was at work and had no more time to be on the phone to enroll service, and that it was our responsibility to get service connected The agent offered to continue to work with the transmission distribution provider (TDU) and try to get her service started [redacted] asked to be called back at [redacted] as a follow-up The supervisor was able to get service connected on a month to month rate as [redacted] requestedThe soft credit check indicated a $deposit was required The supervisor was able to have an exception made to accept the $deposit already paid so service could be started A note was placed on the account to advise the customer A call was to be placed to the customer, but she contacted Direct Energy to cancel before it was made [redacted] contacted [redacted] and asked the agent to refund her $deposit because she no longer wanted service with DE The agent advised her that her service had been connected as of [redacted] *** She stated she did not want the service and asked to have her deposit refunded The customer service agent processed her request for a refund of the deposit, but failed to process the cancellation request An Inbound Drop from Switch was received from the Market on [redacted] **, *** The final invoice was processed on [redacted] **, [redacted] for the period from [redacted] to [redacted] **, *** The final invoice current charges were $which included the customary Texas New Mexico Power connection fee for $ The account was left with a credit balance of $ A copy of the invoice is attached [redacted] contacted DE on [redacted] **, [redacted] and disputed the charges she had received on the final invoice A billing inquiry was initiated by the agent [redacted] contacted DE on [redacted] and requested to speak to a supervisor She disputed the charges and was advised a billing inquiry was in process A Revdex.com complaint was received on [redacted] and a hold was placed on the account The analyst reviewed the account and calls and determined that the customer service agent did not properly cancel the service on [redacted] **, *** [redacted] was contacted by the complaint analyst and advised of the findings [redacted] was advised the full $refund would be processed [redacted] accepted and agreed with the resolution She provided an additional email address to be advised when the refund check would be processed The complaint analyst determined that a refund was already processed for $26.09, but had been mailed to the premise without the apartment number A stop payment was placed on the check and a request was made for a $refund to the customer [redacted] was sent a message at both e-mail addresses she provided of [redacted] and [redacted] advising [redacted] the refund would process in the next business days and be mailed to her A copy of the email is attached COMPANY RESPONSE: Direct Energy (DE) confirms that an online enrollment attempted by [redacted] on [redacted] **, [redacted] was rejected [redacted] was contacted on [redacted] , [redacted] at the phone number she provided in her online enrollment, [redacted] A message was left asking her to contact DE Service was connected effective [redacted] after [redacted] spoke to a supervisor and expressed her frustration with the process and customer service she had received On [redacted] **, [redacted] when [redacted] contacted DE to cancel her service and get a refund of her deposit, the agent failed to cancel the service An Inbound Drop was processed on [redacted] **, [redacted] and the final invoice was processed on [redacted] **, *** The invoice charged [redacted] for the usage and applied the deposit to the amount due leaving a credit balance of $ The complaint analyst has initiated a full refund of $to [redacted] and advised her to allow business days for processing Direct Energy (DE) prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, DE would be more than happy to discuss this resolution further Attachments: , [redacted] Enrollment Failure Call [redacted] Supervisor Call [redacted] **, [redacted] Final Invoice , [redacted] Email
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me There was a delay between the Revdex.com response and the response from Direct Energy, which lead to some confusion about my acceptance The delay is resolved and I am satisfied with the result
Sent: Tuesday, January 20, 8:AM To: drteam Subject: Complaint [redacted] In regards to complaint [redacted] Direct Energy would like to ask the Revdex.com to review the complaint details and update the status from unresolved to a resolved statusMrR [redacted] enrolled with Direct Energy in November of 2014, and his account went on flow on December 18, He requested his shipment of the [redacted] thermostat be expedited, however it is an automated process and cannot be expeditedThe [redacted] thermostat was mailed to MrR [redacted] on 12/23/with the following information: [redacted] Order Number [redacted] has been sent via ***, with tracking number ' [redacted] In addition, the $Visa gift card that accompanied the [redacted] thermostat was issued on 12/26/The website clearly states the following in regards to the [redacted] thermostat: http://www.directenergy.com/nest/how-it-worksYou will receive the [redacted] Thermostat within weeks of the date you start receiving electricity and/or natural gas service from Direct EnergyIt is the position of Direct Energy that MrR [redacted] ’s account and promotions were handled efficiently, and the complaint is resolved Thank you, __________________________________________ Brian J [redacted] Direct Energy ResidentialComplaints Coordinator for US North(918) ***-***brian.j [redacted] @directenergy.com
Good Morning, Please find the following response for your review December 26, RevDex.com case #: [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states he has not been able to make a payment online when he logs into his account He states he gets a message that the system is under maintenance and to check back later Mr [redacted] states he works late hours and is not able to call during business hours Mr [redacted] states when he calls Customer Service after hours, the system asks for his phone number and account number then asks him to wait to be connected to an operator, at which time he then gets a message the office is closed SUMMARY OF INVESTIGATION: Direct Energy confirms [redacted] has been a Direct Energy Power-customer at [redacted] since September 15, [redacted] receives daily text messages which provide the daily usage and account balance On December 9, 2014, two Low Balance Warning messages were sent to the cell phone on record On December 16, 2014, the nightly message advised the account had a negative balance and would be disconnected if payment was not made On December 17, 2014, service was disconnected for nonpayment A payment was made by Mr [redacted] on December 17, at 11:10AM with a representative Service was reconnected upon receipt of the payment The only Customer Service contact from Mr [redacted] in December was made on December 17, when he made a payment with a customer service agent for reconnection A Revdex.com complaint was received on December 18, 2014, and a hold was placed on the account The complaint analyst spoke to Mr [redacted] on December 18, Mr [redacted] was advised the online system is having some improvements made and it has resulted in the online payment mode not being available The incident has been escalated to our Digital Team and a resolution is forecast to be completed the first week of January Mr [redacted] was provided several payment options which include: contacting our Customer Service Center at [redacted] and making a telephone payment Monday – Saturday from 7:a.mto 8:p.mCST, or by locating an authorized payment center at [redacted] The complaint analyst apologized for the inconvenience the maintenance of the online system has caused to Mr*** Mr [redacted] accepted the resolution and was advised he will be contacted by the analyst when the online payment option is available COMPANY RESPONSE: Direct Energy Power-acknowledges the online payment portal is undergoing maintenance to better serve our customers Direct Energy has payment options available to all customers which include contacting our Customer Service Center Monday – Saturdays from 7:a.mto 8:p.mCST, or by going to an Authorized Payment Center A complaint analyst spoke with Mr [redacted] and provided our findings Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further v
Dear [redacted] : The Revdex.com has received the complaint that you submitted on [redacted] 8:32:PM against Direct Energy, LP For your records, this complaint was assigned ID [redacted] in our system Before processing the complaint, we need you to provide some additional information Please respond to the following points: [In your complaint you selected "No desired settlementInformation onlyPlease advise if you wish to proceed with the filing of your complaint.] Once you respond, we will review your complaint again and follow up with next steps Thank you for your prompt reply Regards, The only settlement that I want it's just to have them to "VOID" the current contractOther than that, please proceed with filling of my complaint [redacted]
Please find enclosed the original complaint letter and our responseIf we can be of further assistance, please feel free to contact us at 1-866-670- Thank You, Office of the President
February 10, [Complaint No:* [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states she was advised by a door to door agent Direct Energy would pay her Early Cancellation Fee from her pervious providerShe also states she was coached by the sales agent to advise the Third Party Verification agent he had left the premise and also coached her during the call COMPANY RESPONSE: [redacted] was visited by a door to door agent on November 21, who assisted with establishing services at [redacted] and [redacted] **To confirm [redacted] ’s decision, she was contacted by a Third Party Verification (TPV) agent [redacted] confirmed the door to door agent had vacated the premise After confirming her rate details, the TPV agent also confirmed [redacted] had been provided with the contract terms and details and also confirmed her understanding that Direct Energy is not responsible for any Early Cancellation Fees associated from her previous provider [redacted] had previously lodged an internal complaint with Direct Energy on January 21, regarding the matterWhen speaking with a complaint analyst, she was advised the TPV call was reviewed and [redacted] confirmed the door to door agent had left the premise and also confirmed her understanding that Direct Energy is not responsible for any Early Cancellation Fees assessed by her previous provider Since receiving her complaint from the Revdex.com, a separate complaint agent has re-assessed [redacted] ’s account and has reiterated to her that the resolution previously given is accurate v
April 23, [redacted] Re: File Number: [redacted] Cardsgaard IN- [redacted] Dear Team, We received the customer’s complaint and would like to respond accordingly On July 1, 2013, the customer purchased a DE Protection Plan through a local plumbing contractor Per that Agreement, Section 5.C., “THIS CONTRACT IS FOR AN INITIAL ONE-YEAR TERM COMMENCING ON THE DATE SET FORTH ON YOUR COVERAGE PLAN LETTER OPPOSITE THE HEADING “CONTRACT PERIOD START DATE” AND ENDING ON THE DATE OPPOSITE THE HEADING “CONT RACT PERIOD END DATE”IF YOU SELECTED A REGULAR PAYMENT OPTION AND WE ELECT TO RENEW YOUR PLAN, WE WILL NOTIFY YOU OF THE TERMS (INCLUDING ANY INCREASE TO THE PRICE OF THE PLAN(S)) WITHIN SIXTY (60) DAYS PRIOR TO EXPIRATION OF COVERAGEYOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING, PRIOR TO THE PLAN EXPIRATION, BY MAIL: [redacted] ***, [redacted] , [redacted] OR BY EMAIL: [redacted] ***YOUR FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEARIF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION IF YOU HAVE ANY QUESTIONS, OUR TOLL FREE NUMBER IS [redacted] YOU MAY CANCEL THIS CONTRACT AT ANY TIME AS DESCRIBED IN SECTION 12.” Per Section 12, “You may cancel this Contract at any timeWe may cancel this Contract at any time due to Your non-payment, fraud, material misrepresentation or breach of this ContractIn addition, We may be required to cancel this Contract as a result of a decision or order of a governmental body or a change in laws or regulationsIf either You or Direct Energy cancels this Contract within days from the Contract Period Start Date set forth on Your Coverage Plan Letter and You have not received any “Maintenance” or “Repair” service, You are entitled to a full refund of the amount paid by You under this ContractIf You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired termIf you have paid in full for the oneyear term of this Contract and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less any service/credit costs incurred by UsIf you are enrolled in a monthly payment plan and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including a replacement credit), then You will be responsible for the lesser of the costs incurred by Us or the balance due under this ContractYour cancellation will be effective immediately following the monthly period in which this Contract is canceledWe reserve the exclusive right not to renew this Contract for any reason.” The customer was provided a renewal letter, with a duplicate copy of their contract as of July 1, 2014(the date of their renewal) They did not contact us at that time, in reference to the renewal, and only called us On April 6, to address the contract The customer provided a letter to cancel the renewal of the coverage on April 6, As this was after the contract renewal date of July 1, 2014, the coverage was renewed per our Contractual AgreementAs we have received the customer’s request to cancel the coverage after the first days, we will provide a pro rata refund for the unexpired term If you should have any questions or concerns I can be reached at [redacted] Sincerely, [redacted]
Good Morning,Please find the response for review. DATE: March 23, 2015 [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she was solicited by a man from Direct Energy who came to her home and asked to see her... old bill. She states he pointed out her contract would be up in a few months. Ms. [redacted] states she told him to come back then because she was not willing to pay the early cancellation fee. She states he told her due to her contract almost being up, the other provider would pro-rate the cancellation and charge her approximately $50. She states she said ok. Ms. [redacted] states her previous provider assessed her the full cancellation fee. She states she immediately contacted Direct Energy and stated the door to door representative misrepresented the facts. Ms. [redacted] states one of the papers he left with her stated she has 3 days from receiving the information to cancel. Ms. [redacted] states she has not received the welcome packet, but has received an invoice. Ms. [redacted] states she requests the invoice be cancelled. SUMMARY OF INVESTIGATION: Direct Energy (DE) confirms [redacted] was a customer at [redacted] from February 20, 2015 to February 24, 2015. An enrollment was processed on February 14, 2015 for a 36 month fixed rate which includes a $295 Early Cancellation Fee. A copy of the enrollment call and Electricity Facts label are attached. On February 24, 2015, a call was received from Ms. [redacted] requesting to switch back to her previous provider. We submitted a request to the Market for the previous provider to regain the premise as of the date of loss. On February 24, 2015, and Inbound Drop was received. The third party enrollment in the Market cancelled our request for the previous provider to regain the premise. The third party enrollment caused Ms. [redacted] to be charged for usage, and the Early Cancellation Fee, rather than being returned to the previous provider who would then invoice for the usage. On February 25, 2015, a final invoice was issued. The invoice included a $295 Early Cancellation Fee. A copy of the invoice is attached. On March 3, 2015, Ms. [redacted] contacted DE regarding the returning of her premise to the previous provider. A request for a revised final invoice was initiated. On March 4, 2015, a corrected invoice was issued for the usage from February 20, 2015 – February 24, 2015. A copy of the final invoice is attached. On March 12, 2015, full payment for the March 2015 invoice was received. On March 13, 2015, a Better Bureau Business complaint was received and a hold was placed on the account. The complaint analyst reviewed the enrollment call and Ms. [redacted] was advised DE is not responsible for any Early Termination Fees from the current provider, which she confirmed she understood by answering “Yes”. Ms. [redacted] confirmed on the call that the sales representative had left her with a Welcome Kit, Terms of Service and 2 copies of the cancellation notice. The complaint analyst spoke to Ms. ***, and explained the return to her previous provider with no charges was cancelled in the Market when she re-enrolled with the previous provider, at which time an invoice was generated and mailed to her. DE revised the invoice, and as a gesture of customer satisfaction waived the $295 Early Cancellation Fee. Ms. [redacted] acknowledged she was responsible for the service she used while she was with DE, and that is why she paid the invoice. Ms. [redacted] agreed with the resolution provided and thanked the analyst for the call. COMPANY RESPONSE: Direct Energy confirms Ms. [redacted] completed a valid enrollment for service on February 14, 2014. Upon Ms. [redacted] request we submitted a request to the Market requesting the previous provided regain the premise as of the date of lose; however, was cancelled in the Market due to an Inbound Drop. We waived the $295 Early Cancellation Fee Ms. [redacted] was assessed due to the Inbound Drop. Ms. [redacted] account is closed with a $0.00 balance. A complaint analyst spoke with Ms. [redacted] and provided our findings and resolution. Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further. Attachments: February 14, 2015 Enrollment Call February 25, 2015 Final Invoice March 4, 2015 Corrected Final Invoice Electricity Facts Label v
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have received my refund check, and find that this resolution would be satisfactory to me
December 19,
*** *** *** * *** ***
*** * ***
COMPLAINT SUMMARY:
Ms*** states when she switched
to First Choice Power in June of 2014, she accepted an offer which consisted of
a $gift card incentive following
three months of on time payments. She further states she made on time payments
in August, September, and October 2014.
Ms*** states she notified First Choice via email stating she had
not received her gift card. She states she
received a response from First Choice Power informing her she was eligible for
the gift card incentive, but there were issues with the third party company
responsible for sending email notifications to customers. Ms*** states she contacted First
Choice Power in October and November and received the same explanation. She further states she was given no time
frame to expect a resolution. She states
she has paid the November invoice and will continue to pay subsequent
invoices in a timely manner. Ms
*** states this issue should not have taken so long to resolveShe
further states since it has been six months since she signed up with First
Choice Power and has paid on time per the agreement, she states First Choice
Power should credit her electric bill in the amount of $
SUMMARY OF INVESTIGATION:
Ms*** has been a First Choice Power customer since June 16, at *** *** * *** *** *** ** ***
On June 16, 2014,
Ms*** accepted a First Choice Power offer, which consisted of a $
gift card incentive following three month of on time payment.
On July 8,
2014, First Choice Power invoiced Ms*** for 1,kWh of usage received
from CenterPoint in the amount of $158.88, due by July 25,
On July 23,
2014, a payment of $posted to Ms*** account
On August 6,
2014, First Choice Power invoiced Ms*** for 2,kWh of usage received
from CenterPoint in the amount of $331.11, due by August 25,
On August 25,
2014, a payment of $posted to Ms*** account
On September
5, 2014, First Choice Power invoiced Ms*** for 2,kWh of usage
received from CenterPoint in the amount of $308.30, due by September 24,
On September
25, 2014, a payment of $posted to Ms*** account
On October
31, 2014, Ms*** contacted First Choice Power requesting the status of
the $gift card incentive
On October 31,
2014, First Choice Power replied to Ms*** via email confirming her
eligibility for the gift card incentive and advising of a delay in the gift
card incentive email notification process.
Furthermore, in the email correspondence Ms*** was advised to
periodically check her email spam and junk folders for the email notification
On November
18, 2014, Ms*** contacted First Choice Power Customer Care Center
stating she had not received her $gift card incentive. She was advised First Choice Power is working
to resolve the gift card incentive delayFurthermore, Ms*** was assured
to expect a resolution
On December
17, 2014, as gesture of goodwill a credit in the amount of $was applied
to Ms***’ account in lieu of the $gift card incentive
A complaint
analyst provided Ms*** with the resolution on December 17,
COMPANY RESPONSE:
First Choice Power sincerely apologizes
for the delay in issuing the $gift card incentive following the three
months of on time payments. As gesture of goodwill a credit in the
amount of $was applied to Ms***’ account in lieu of the $
gift card incentive
A complaint
analyst provided Ms*** with the resolution on December 17,
First Choice
Power prides itself on maintaining and exceeding a high level of customer
service, and we regret anything that may be considered below satisfactory. If Ms*** has any further questions
regarding the matter, First Choice Power would be more than happy to discuss
the resolution further
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10408748, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Yesterday, January 28, I received a call from the company's office of the President***He said, in his fast delivered message, that the company sent a check on November 12, to my addres [redacted] ***However Ive never received such checkI been checking my mail every week and no WTU mails was found and it was never been any communication from WTU advising they sent a check..Moreover, everytime I called the company their customer service people (in November, December and January) said the "check has been issued" they never communicated that the check has been mailedAlso in his message, [redacted] did not provided an extension to the company phone number, so has been imposible to contact himHe always calls on working hours He said that WTU "will issue another check and will take several weeks to arriveSorry that is the company's policy."To me this is totally unaceptableWTU needs to send me my deposit ASAP as it has taken more than weeks to mailAlso, the company's office of the president should leave clear instructions on how to contact them directlyWTU has not right to hold to my money as I paid all my bills and closed my account with them.I will continue with this complaint until I get my $deposit back to [redacted] ***[redacted] 253-682-
April 21, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states she called in February to have services discontinued at her current address of [redacted] **, and will resume services at her new addressWhen speaking with Direct Energy again on March 5, 2015, she was advised her account was closed, and possessed a past due balance of $276.20, which would need to be paid before processing an enrollment for her new premise She states after her account was in good standing, she proceeded with an enrollment which required no depositThe plan she agreed to included a [redacted] thermostat which was to be sent in two to three weeks She states she later spoke with an agent on April 9, 2015, who advised the enrollment could not be locatedHe then proceeded to pursue a new enrollment which required a $deposit; however, after being put on hold the agent then stated he found the original March 5, enrollment and would be able to honor the same enrollment and waive the $deposit COMPANY RESPONSE: [redacted] was a Direct Energy customer at [redacted] since February 15, [redacted] contacted Direct Energy on February 4, She requested her current address of [redacted] be disconnectedAt the time of the call, she did not provide the new address, but stated she would call back soon to issue the Move In for the new addressThe agent advised that the services would be discontinued on Friday, February 6, The next time [redacted] contacted Direct Energy in regards to the new premise was on March 4, 2015, a month laterBecause [redacted] did not provide a new address to process a Transfer of Service, the account finalized on February 8, The agent explained that her current balance of $would have to be satisfied before the new premise could be established [redacted] remitted payment to zero out her balance on March 6, [redacted] contacted Direct Energy on March 5, to enroll her new premise of [redacted] ** [redacted] was advised a $deposit was required to process the Move In [redacted] was upset as she was not advised of a deposit when she spoke with an agent on March 5, to enroll servicesThe enrollment did not complete because a permit was required, and [redacted] was to follow up with ***, the [redacted] After receiving [redacted] ’s concerns, an agent spoke with her on April 20, He advised deposit requirements are dependent on results of each soft-based credit check [redacted] stated she was not advised of a deposit when she initially attempted to establish services in March The agent advised the credit check on her recent enrollment may have indicated an update, which would have warranted a deposit While the deposit requirement was valid, the agent offered to waive it should she wish to proceed with establishing services with Direct Energy [redacted] declined the offer, stating she already went with another provider If [redacted] has any further questions or concerns regarding this matter Direct Energy remains available to assist her
September 30, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: [redacted] states she originally enrolled services under a free Saturday E-planShe states she later contacted Direct Energy to explore other options as she did not wish to participate in automatic payments, which was required by the planShe was offered an “executive membership plan” rate of $0.094/kWh and a $deposit was required, which she later paidShe later received a bill for $that was based on 1,kWhShe spoke with an agent stating she was not being invoiced according to the correct rate She called Direct Energy back to see if an investigation was performed and was advised that she signed up for a free Saturday rate and there was no record of her contacting Direct Energy later to change her rate SUMMARY OF INVESTIGATION: [redacted] has been a Direct Energy customer since August 8, at premise address [redacted] ***Our records reflect [redacted] completed an enrollment and a rate change on July 30, The original enrollment was completed with the Executive Membership PlanShe later performed a rate change and accepted the Free Power Saturday E-Plan, which is the plan she was billed Our records reflect [redacted] was mailed two invoices; one on August 17, in the amount of $29.46, and the second on September 11, in the amount of $These invoices were invoiced according to the Free Power Saturday E-Plan rate and the usage reported by the Transmission and Distribution Utility, Oncor [redacted] has contacted Direct Energy to express concerns of her rate and was advised she accepted the Free Saturday rate and there were no other records indicating she later changed her rateAccount records reflect she attempted to switch back to the original Executive Member rate, but did not complete the process rendering no changes As a courtesy, an adjustment was made on her account to reflect the Executive Membership rate, and her previous invoices were reversed and rebilled to reflect the changeThe August 17, invoice was adjusted to $and the September 11, invoice was adjusted to $ [redacted] was assessed two previously invoiced AutoPay Breakage Fees on her adjusted August 17, invoice in the amount of $that were associated with the Free Power Saturday rate Further adjustments were made to eliminate these charges, and will be reflected on the next invoice In addition, when [redacted] was re-invoiced to the Executive Membership rate, the total consumption of kWh from the Free Saturdays associated with the E-Plan rate were not re-assessed As a courtesy, we chose not to take corrective action to correct this A complaint analyst attempted to contact [redacted] on September 26, 2014, September 29, and September 30, 2014, but was unsuccessful in contacting her COMPANY RESPONSE: [redacted] performed an enrollment and a rate change on July 30, She first performed the enrollment on the Executive Membership rate, and shortly after, changed her rate to the Free Saturday E-planAs a result, she was validly invoiced accordingly Records reflect she attempted to switch her rate back to the Executive Membership rate; however, did not complete the process, causing no changesAs a courtesy, she was placed on the Executive Membership rate and the previous invoices were rebilled at the Executive Membership rate, while keeping her previous free SaturdaysFurther adjustments are being made to remove two $AutoPay Breakage Fees, which were assessed on the new invoices and will be reflected on her next invoice A complaint analyst attempted to contact [redacted] on several occasions without success Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, The company has offered no resolution to my complaint I have contacted them regarding their unfair and deceptive disclosures The renewal notice I received is not a change of terms notice Likewise, when I switched from a fixed rate product and was placed in a variable rate product a new disclosure stating this fact was not issued to me Ironically, after my phone call of complaint, their letter included a new disclosure for the fixed rate product It appears they are willing to disclose properly when the change is in the customer's favor however when the change is in the company's favor they are not willing to disclose If a disclosure had been issued when they switched me from a fixed rate product to a variable rate product on 2/1/(the same as I received in March variable to fixed) I would not have waited for my 3/17/statement to make a phone call to their company I have asked the company for the regulation which supports that they are in compliance with requirements They state they can not provide it to me I have informed the Public Service Commission of their denial to provide the regulation and I have requested that they obtain it from the company.Moreover, I have asked them for their variable rate calculation I was told it is not public I find this interesting as NYSEG publishes their variable rate daily on their website Why isn't NYSEG Solutions variable rate public? Why cant their representatives explain it? It is alarming that they can not explain their variable rate and that they refuse to disclose it I reviewed NYSEGs variable rate for my billing period and it was approximately .09/kwh (and I rounded high each day) NYSEG Solutions charged me .12/kwh I have been watching NYSEGs variable rate to see how inflated NYSEG Solutions variable rate will be for this next statement Additionally, I have informed the Public Service Commission of their denial to provide me with the details of the variable rate they are charging me I find it criminal that they can not substantiate their own product Also, I fear that they will continue to charge me an excessive inflated rate as an act of retaliation to my complaints.Additionally, they are not able to explain their processes I have been their customer since and have never had to contact them to retain my fixed rate product My account always defaulted to a fixed rate product I asked why it was different this year They said they changed their process They could not tell me when their process changed though If they were making such a significant change to their process then why were they not required by regulations to disclose the major change to their customers? Furthermore, they can not explain why it takes up to billing periods to make a change in their computer system They tried to blame it on NYSEG however, I have contacted NYSEG and found their attempt to pass the buck as untrue I explained this to them and have informed the Public Service Commission that I am requesting proof that a computer change requires 30+ days to process.I did try to compromise with the company I told them I would pay the current bill and asked them to adjust my rate for the next billing statement and going forward I thought this was fair since I initially contacted them days into my billing cycle They told me their was nothing they could do for me Therefore, I asked to speak to an officer of the company I was refused Apparently, the Complaint Analyst Department holds the judicial power for this company Unusual powers for employees with no authority It is clear that NYSEG Solutions acts with the criminal intent to fraud consumers out of hundreds of dollars Their business practices are unfair and deceptive to consumers Their inability to support their business methodologies is definitely suspicious.I have filed additional complaints on the company website, through the Public Service Commission, with the NYS Attorney General and I am writing a letter to my NYS Congressman to express my concerns with this company Furthermore, I am researching companies to find a more credible service provider to do business with
Sent: Friday, April 17, 7:AM To: drteam Cc: [email protected]; [email protected]; [email protected] Subject: Rebuttal Response to [redacted] Hello, You will find the original complaint and the rebuttal response letter attachedThank you, Direct Energy’s Office of the President Department Email Disclaimer
May 12, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Ms [redacted] has been concerned about her high invoices from Direct EnergyAfter switching providers, her last invoice was sent to a collection agency COMPANY RESPONSE: Ms [redacted] has been a Direct Energy customer since [redacted] ***, ***, [redacted] since August 1, after contacting Direct Energy on July 29, to transfer servicesMs [redacted] has since been invoiced according to her rate (cents/kWh) and usage reported by the [redacted] , *** At the request of Ms [redacted] , a meter re-read request was sent to Oncor on December 12, The process completed December 16, with no errors found After receiving an Inbound Drop on March 6, 2015, Ms [redacted] was sent her final invoice on March 10, for the amount of $184.95, due March 27, When Ms [redacted] failed to remit payment, the amount was submitted to a third party collection agency on April 5, To date, this amount has not been satisfied A complaint agent spoke with Ms [redacted] on May 12, He advised that she was correctly invoiced according to her rate and the reported usageHe explained that a meter re-read was performed in December and that no issues were foundAfter confirming Ms [redacted] ’s billing address, the agent advised that her final invoice was mailed directly to her on March 10, The agent offered to mail her an additional copy
February 3, [Complaint No: [redacted] ] – Samantha T [redacted] Account #: [redacted] COMPLAINT SUMMARY: MsTh [redacted] is concerned she has been experiencing trouble receiving her reimbursement check since she closed her account in March When she contacted Direct Energy regarding the matter, she was advised the check was cashed on June 3, COMPANY RESPONSE: Ms T [redacted] had been a Direct Energy customer since February 10, at [redacted] S [redacted] St Apt , [redacted] TX After MsT [redacted] closed her account on March 13, 2014, her remaining credit balance of $was reimbursed via check to her mailing address on March 15, After further review of the transaction it was found a back office error had caused the reimbursement check to be addressed and mailed to a different Direct Energy customer, who cashed the check on June 3, A complaint agent spoke with MsT [redacted] on January 28, He explained the error which occurred, and also advised we are in the process of issuing her a new reimbursement checkShe should receive this check within 10-business days Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf MsT [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further v
Date Sent: 3/3/4:17:PMMarch 3, [Complaint No: [redacted] * [redacted] ***Account # [redacted] COMPLAINT SUMMARY: Ms [redacted] states she is concerned about a duplicate payment that was drafted by Direct Energy on February 22, for the amount of $She states she was advised by Direct Energy that the funds have been reversed, but states she has not yet received the moneyCOMPANY RESPONSE: Ms [redacted] has been a Direct Energy customer at [redacted] since December 23, On February 22, 2016, our records indicate Ms [redacted] submitted a payment of $via her Online Account Manager at 9:P.MOur records reflect an additional payment for the same amount at 11:P.MOn February 25, 2016, the second payment was reversed at the request of Ms***The typical processing time required for reversals can take up to five business days to completeOn March 3, 2016, a complaint analyst spoke with Ms [redacted] and discussed the two separate paymentsMs [redacted] advised the analyst that her funds have since been returned to her personal bank accountIf Ms [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further
Good Morning, Please note that I have emailed the [redacted] call referenced in the attachments to [redacted] It was too large to succcessfully attach to this responsePlease find the response for reviewThank you, COMPLAINT SUMMARY: [redacted] [redacted] states on [redacted] **th, [redacted] she spoke to a Direct Energy (DE) supervisor inquiring why service had not been started at her apartment [redacted] states she was told the previous tenant had not terminated serviceShe states she was advised to contact the apartment complex [redacted] states she contacted DE and advised she no longer wanted the service and was requesting a refund of a $deposit She states she was advised the service had started on [redacted] *** [redacted] states she received an invoice for service from [redacted] **-**, [redacted] which included an activation fee for approximately $ [redacted] stated she contacted DE sometime around [redacted] or **, [redacted] and was advised the calls would be reviewed to determine if a refund of the deposit would be processed [redacted] states she called DE on [redacted] and was advised the calls had not been located [redacted] states she wants to be refunded her $deposit SUMMARY OF INVESTIGATION: On [redacted] **, [redacted] attempted to enroll [redacted] online and continued to get an error message A DE agent placed an outbound call to the phone number she listed online, [redacted] , and left a voice message asking [redacted] to contact DE A copy of the call is attached On [redacted] contacted Direct Energy and asked to speak to a supervisorA copy of the call is attached [redacted] was advised that the online enrollment did not go through and the supervisor advised she was not able to provide the exact reason, but she could make sure the enrollment could be completed that today The enrollment in the system did not have an address and could not locate an ESI ID for the premise provided [redacted] provided the supervisor the information to enroll for service at [redacted] *** The agent placed her on a hold to contact Texas New Mexico Power, because the system for initiating service could not locate the address she was providing The agent advised [redacted] that Texas New Mexico Power advised her it was an occupied premise with service for [redacted] , with another provider [redacted] stated he used to live there and she still gets his mail [redacted] stated she had no relation to [redacted] [redacted] was advised the system was continuing to reject the enrollment [redacted] stated she was at work and had no more time to be on the phone to enroll service, and that it was our responsibility to get service connected The agent offered to continue to work with the transmission distribution provider (TDU) and try to get her service started [redacted] asked to be called back at [redacted] as a follow-up The supervisor was able to get service connected on a month to month rate as [redacted] requestedThe soft credit check indicated a $deposit was required The supervisor was able to have an exception made to accept the $deposit already paid so service could be started A note was placed on the account to advise the customer A call was to be placed to the customer, but she contacted Direct Energy to cancel before it was made [redacted] contacted [redacted] and asked the agent to refund her $deposit because she no longer wanted service with DE The agent advised her that her service had been connected as of [redacted] *** She stated she did not want the service and asked to have her deposit refunded The customer service agent processed her request for a refund of the deposit, but failed to process the cancellation request An Inbound Drop from Switch was received from the Market on [redacted] **, *** The final invoice was processed on [redacted] **, [redacted] for the period from [redacted] to [redacted] **, *** The final invoice current charges were $which included the customary Texas New Mexico Power connection fee for $ The account was left with a credit balance of $ A copy of the invoice is attached [redacted] contacted DE on [redacted] **, [redacted] and disputed the charges she had received on the final invoice A billing inquiry was initiated by the agent [redacted] contacted DE on [redacted] and requested to speak to a supervisor She disputed the charges and was advised a billing inquiry was in process A Revdex.com complaint was received on [redacted] and a hold was placed on the account The analyst reviewed the account and calls and determined that the customer service agent did not properly cancel the service on [redacted] **, *** [redacted] was contacted by the complaint analyst and advised of the findings [redacted] was advised the full $refund would be processed [redacted] accepted and agreed with the resolution She provided an additional email address to be advised when the refund check would be processed The complaint analyst determined that a refund was already processed for $26.09, but had been mailed to the premise without the apartment number A stop payment was placed on the check and a request was made for a $refund to the customer [redacted] was sent a message at both e-mail addresses she provided of [redacted] and [redacted] advising [redacted] the refund would process in the next business days and be mailed to her A copy of the email is attached COMPANY RESPONSE: Direct Energy (DE) confirms that an online enrollment attempted by [redacted] on [redacted] **, [redacted] was rejected [redacted] was contacted on [redacted] , [redacted] at the phone number she provided in her online enrollment, [redacted] A message was left asking her to contact DE Service was connected effective [redacted] after [redacted] spoke to a supervisor and expressed her frustration with the process and customer service she had received On [redacted] **, [redacted] when [redacted] contacted DE to cancel her service and get a refund of her deposit, the agent failed to cancel the service An Inbound Drop was processed on [redacted] **, [redacted] and the final invoice was processed on [redacted] **, *** The invoice charged [redacted] for the usage and applied the deposit to the amount due leaving a credit balance of $ The complaint analyst has initiated a full refund of $to [redacted] and advised her to allow business days for processing Direct Energy (DE) prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, DE would be more than happy to discuss this resolution further Attachments: , [redacted] Enrollment Failure Call [redacted] Supervisor Call [redacted] **, [redacted] Final Invoice , [redacted] Email
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me There was a delay between the Revdex.com response and the response from Direct Energy, which lead to some confusion about my acceptance The delay is resolved and I am satisfied with the result
Sent: Tuesday, January 20, 8:AM To: drteam Subject: Complaint [redacted] In regards to complaint [redacted] Direct Energy would like to ask the Revdex.com to review the complaint details and update the status from unresolved to a resolved statusMrR [redacted] enrolled with Direct Energy in November of 2014, and his account went on flow on December 18, He requested his shipment of the [redacted] thermostat be expedited, however it is an automated process and cannot be expeditedThe [redacted] thermostat was mailed to MrR [redacted] on 12/23/with the following information: [redacted] Order Number [redacted] has been sent via ***, with tracking number ' [redacted] In addition, the $Visa gift card that accompanied the [redacted] thermostat was issued on 12/26/The website clearly states the following in regards to the [redacted] thermostat: http://www.directenergy.com/nest/how-it-worksYou will receive the [redacted] Thermostat within weeks of the date you start receiving electricity and/or natural gas service from Direct EnergyIt is the position of Direct Energy that MrR [redacted] ’s account and promotions were handled efficiently, and the complaint is resolved Thank you, __________________________________________ Brian J [redacted] Direct Energy ResidentialComplaints Coordinator for US North(918) ***-***brian.j [redacted] @directenergy.com
Good Morning, Please find the following response for your review December 26, RevDex.com case #: [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states he has not been able to make a payment online when he logs into his account He states he gets a message that the system is under maintenance and to check back later Mr [redacted] states he works late hours and is not able to call during business hours Mr [redacted] states when he calls Customer Service after hours, the system asks for his phone number and account number then asks him to wait to be connected to an operator, at which time he then gets a message the office is closed SUMMARY OF INVESTIGATION: Direct Energy confirms [redacted] has been a Direct Energy Power-customer at [redacted] since September 15, [redacted] receives daily text messages which provide the daily usage and account balance On December 9, 2014, two Low Balance Warning messages were sent to the cell phone on record On December 16, 2014, the nightly message advised the account had a negative balance and would be disconnected if payment was not made On December 17, 2014, service was disconnected for nonpayment A payment was made by Mr [redacted] on December 17, at 11:10AM with a representative Service was reconnected upon receipt of the payment The only Customer Service contact from Mr [redacted] in December was made on December 17, when he made a payment with a customer service agent for reconnection A Revdex.com complaint was received on December 18, 2014, and a hold was placed on the account The complaint analyst spoke to Mr [redacted] on December 18, Mr [redacted] was advised the online system is having some improvements made and it has resulted in the online payment mode not being available The incident has been escalated to our Digital Team and a resolution is forecast to be completed the first week of January Mr [redacted] was provided several payment options which include: contacting our Customer Service Center at [redacted] and making a telephone payment Monday – Saturday from 7:a.mto 8:p.mCST, or by locating an authorized payment center at [redacted] The complaint analyst apologized for the inconvenience the maintenance of the online system has caused to Mr*** Mr [redacted] accepted the resolution and was advised he will be contacted by the analyst when the online payment option is available COMPANY RESPONSE: Direct Energy Power-acknowledges the online payment portal is undergoing maintenance to better serve our customers Direct Energy has payment options available to all customers which include contacting our Customer Service Center Monday – Saturdays from 7:a.mto 8:p.mCST, or by going to an Authorized Payment Center A complaint analyst spoke with Mr [redacted] and provided our findings Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactoryIf [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further v
Dear [redacted] : The Revdex.com has received the complaint that you submitted on [redacted] 8:32:PM against Direct Energy, LP For your records, this complaint was assigned ID [redacted] in our system Before processing the complaint, we need you to provide some additional information Please respond to the following points: [In your complaint you selected "No desired settlementInformation onlyPlease advise if you wish to proceed with the filing of your complaint.] Once you respond, we will review your complaint again and follow up with next steps Thank you for your prompt reply Regards, The only settlement that I want it's just to have them to "VOID" the current contractOther than that, please proceed with filling of my complaint [redacted]
Please find enclosed the original complaint letter and our responseIf we can be of further assistance, please feel free to contact us at 1-866-670- Thank You, Office of the President
February 10, [Complaint No:* [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states she was advised by a door to door agent Direct Energy would pay her Early Cancellation Fee from her pervious providerShe also states she was coached by the sales agent to advise the Third Party Verification agent he had left the premise and also coached her during the call COMPANY RESPONSE: [redacted] was visited by a door to door agent on November 21, who assisted with establishing services at [redacted] and [redacted] **To confirm [redacted] ’s decision, she was contacted by a Third Party Verification (TPV) agent [redacted] confirmed the door to door agent had vacated the premise After confirming her rate details, the TPV agent also confirmed [redacted] had been provided with the contract terms and details and also confirmed her understanding that Direct Energy is not responsible for any Early Cancellation Fees associated from her previous provider [redacted] had previously lodged an internal complaint with Direct Energy on January 21, regarding the matterWhen speaking with a complaint analyst, she was advised the TPV call was reviewed and [redacted] confirmed the door to door agent had left the premise and also confirmed her understanding that Direct Energy is not responsible for any Early Cancellation Fees assessed by her previous provider Since receiving her complaint from the Revdex.com, a separate complaint agent has re-assessed [redacted] ’s account and has reiterated to her that the resolution previously given is accurate v
April 23, [redacted] Re: File Number: [redacted] Cardsgaard IN- [redacted] Dear Team, We received the customer’s complaint and would like to respond accordingly On July 1, 2013, the customer purchased a DE Protection Plan through a local plumbing contractor Per that Agreement, Section 5.C., “THIS CONTRACT IS FOR AN INITIAL ONE-YEAR TERM COMMENCING ON THE DATE SET FORTH ON YOUR COVERAGE PLAN LETTER OPPOSITE THE HEADING “CONTRACT PERIOD START DATE” AND ENDING ON THE DATE OPPOSITE THE HEADING “CONT RACT PERIOD END DATE”IF YOU SELECTED A REGULAR PAYMENT OPTION AND WE ELECT TO RENEW YOUR PLAN, WE WILL NOTIFY YOU OF THE TERMS (INCLUDING ANY INCREASE TO THE PRICE OF THE PLAN(S)) WITHIN SIXTY (60) DAYS PRIOR TO EXPIRATION OF COVERAGEYOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING, PRIOR TO THE PLAN EXPIRATION, BY MAIL: [redacted] ***, [redacted] , [redacted] OR BY EMAIL: [redacted] ***YOUR FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEARIF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION IF YOU HAVE ANY QUESTIONS, OUR TOLL FREE NUMBER IS [redacted] YOU MAY CANCEL THIS CONTRACT AT ANY TIME AS DESCRIBED IN SECTION 12.” Per Section 12, “You may cancel this Contract at any timeWe may cancel this Contract at any time due to Your non-payment, fraud, material misrepresentation or breach of this ContractIn addition, We may be required to cancel this Contract as a result of a decision or order of a governmental body or a change in laws or regulationsIf either You or Direct Energy cancels this Contract within days from the Contract Period Start Date set forth on Your Coverage Plan Letter and You have not received any “Maintenance” or “Repair” service, You are entitled to a full refund of the amount paid by You under this ContractIf You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired termIf you have paid in full for the oneyear term of this Contract and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less any service/credit costs incurred by UsIf you are enrolled in a monthly payment plan and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including a replacement credit), then You will be responsible for the lesser of the costs incurred by Us or the balance due under this ContractYour cancellation will be effective immediately following the monthly period in which this Contract is canceledWe reserve the exclusive right not to renew this Contract for any reason.” The customer was provided a renewal letter, with a duplicate copy of their contract as of July 1, 2014(the date of their renewal) They did not contact us at that time, in reference to the renewal, and only called us On April 6, to address the contract The customer provided a letter to cancel the renewal of the coverage on April 6, As this was after the contract renewal date of July 1, 2014, the coverage was renewed per our Contractual AgreementAs we have received the customer’s request to cancel the coverage after the first days, we will provide a pro rata refund for the unexpired term If you should have any questions or concerns I can be reached at [redacted] Sincerely, [redacted]
Good Morning,Please find the response for review. DATE: March 23, 2015 [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she was solicited by a man from Direct Energy who came to her home and asked to see her... old bill. She states he pointed out her contract would be up in a few months. Ms. [redacted] states she told him to come back then because she was not willing to pay the early cancellation fee. She states he told her due to her contract almost being up, the other provider would pro-rate the cancellation and charge her approximately $50. She states she said ok. Ms. [redacted] states her previous provider assessed her the full cancellation fee. She states she immediately contacted Direct Energy and stated the door to door representative misrepresented the facts. Ms. [redacted] states one of the papers he left with her stated she has 3 days from receiving the information to cancel. Ms. [redacted] states she has not received the welcome packet, but has received an invoice. Ms. [redacted] states she requests the invoice be cancelled. SUMMARY OF INVESTIGATION: Direct Energy (DE) confirms [redacted] was a customer at [redacted] from February 20, 2015 to February 24, 2015. An enrollment was processed on February 14, 2015 for a 36 month fixed rate which includes a $295 Early Cancellation Fee. A copy of the enrollment call and Electricity Facts label are attached. On February 24, 2015, a call was received from Ms. [redacted] requesting to switch back to her previous provider. We submitted a request to the Market for the previous provider to regain the premise as of the date of loss. On February 24, 2015, and Inbound Drop was received. The third party enrollment in the Market cancelled our request for the previous provider to regain the premise. The third party enrollment caused Ms. [redacted] to be charged for usage, and the Early Cancellation Fee, rather than being returned to the previous provider who would then invoice for the usage. On February 25, 2015, a final invoice was issued. The invoice included a $295 Early Cancellation Fee. A copy of the invoice is attached. On March 3, 2015, Ms. [redacted] contacted DE regarding the returning of her premise to the previous provider. A request for a revised final invoice was initiated. On March 4, 2015, a corrected invoice was issued for the usage from February 20, 2015 – February 24, 2015. A copy of the final invoice is attached. On March 12, 2015, full payment for the March 2015 invoice was received. On March 13, 2015, a Better Bureau Business complaint was received and a hold was placed on the account. The complaint analyst reviewed the enrollment call and Ms. [redacted] was advised DE is not responsible for any Early Termination Fees from the current provider, which she confirmed she understood by answering “Yes”. Ms. [redacted] confirmed on the call that the sales representative had left her with a Welcome Kit, Terms of Service and 2 copies of the cancellation notice. The complaint analyst spoke to Ms. ***, and explained the return to her previous provider with no charges was cancelled in the Market when she re-enrolled with the previous provider, at which time an invoice was generated and mailed to her. DE revised the invoice, and as a gesture of customer satisfaction waived the $295 Early Cancellation Fee. Ms. [redacted] acknowledged she was responsible for the service she used while she was with DE, and that is why she paid the invoice. Ms. [redacted] agreed with the resolution provided and thanked the analyst for the call. COMPANY RESPONSE: Direct Energy confirms Ms. [redacted] completed a valid enrollment for service on February 14, 2014. Upon Ms. [redacted] request we submitted a request to the Market requesting the previous provided regain the premise as of the date of lose; however, was cancelled in the Market due to an Inbound Drop. We waived the $295 Early Cancellation Fee Ms. [redacted] was assessed due to the Inbound Drop. Ms. [redacted] account is closed with a $0.00 balance. A complaint analyst spoke with Ms. [redacted] and provided our findings and resolution. Direct Energy prides itself on maintaining and exceeding a high level of customer service, and we regret anything that may be considered below satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this resolution further. Attachments: February 14, 2015 Enrollment Call February 25, 2015 Final Invoice March 4, 2015 Corrected Final Invoice Electricity Facts Label v
Referring to *** *** Case
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have received my refund check, and find that this resolution would be satisfactory to me
December 19,
*** *** *** * *** ***
*** * ***
COMPLAINT SUMMARY:
Ms*** states when she switched
to First Choice Power in June of 2014, she accepted an offer which consisted of
a $gift card incentive following
three months of on time payments. She further states she made on time payments
in August, September, and October 2014.
Ms*** states she notified First Choice via email stating she had
not received her gift card. She states she
received a response from First Choice Power informing her she was eligible for
the gift card incentive, but there were issues with the third party company
responsible for sending email notifications to customers. Ms*** states she contacted First
Choice Power in October and November and received the same explanation. She further states she was given no time
frame to expect a resolution. She states
she has paid the November invoice and will continue to pay subsequent
invoices in a timely manner. Ms
*** states this issue should not have taken so long to resolveShe
further states since it has been six months since she signed up with First
Choice Power and has paid on time per the agreement, she states First Choice
Power should credit her electric bill in the amount of $
SUMMARY OF INVESTIGATION:
Ms*** has been a First Choice Power customer since June 16, at *** *** * *** *** *** ** ***
On June 16, 2014,
Ms*** accepted a First Choice Power offer, which consisted of a $
gift card incentive following three month of on time payment.
On July 8,
2014, First Choice Power invoiced Ms*** for 1,kWh of usage received
from CenterPoint in the amount of $158.88, due by July 25,
On July 23,
2014, a payment of $posted to Ms*** account
On August 6,
2014, First Choice Power invoiced Ms*** for 2,kWh of usage received
from CenterPoint in the amount of $331.11, due by August 25,
On August 25,
2014, a payment of $posted to Ms*** account
On September
5, 2014, First Choice Power invoiced Ms*** for 2,kWh of usage
received from CenterPoint in the amount of $308.30, due by September 24,
On September
25, 2014, a payment of $posted to Ms*** account
On October
31, 2014, Ms*** contacted First Choice Power requesting the status of
the $gift card incentive
On October 31,
2014, First Choice Power replied to Ms*** via email confirming her
eligibility for the gift card incentive and advising of a delay in the gift
card incentive email notification process.
Furthermore, in the email correspondence Ms*** was advised to
periodically check her email spam and junk folders for the email notification
On November
18, 2014, Ms*** contacted First Choice Power Customer Care Center
stating she had not received her $gift card incentive. She was advised First Choice Power is working
to resolve the gift card incentive delayFurthermore, Ms*** was assured
to expect a resolution
On December
17, 2014, as gesture of goodwill a credit in the amount of $was applied
to Ms***’ account in lieu of the $gift card incentive
A complaint
analyst provided Ms*** with the resolution on December 17,
COMPANY RESPONSE:
First Choice Power sincerely apologizes
for the delay in issuing the $gift card incentive following the three
months of on time payments. As gesture of goodwill a credit in the
amount of $was applied to Ms***’ account in lieu of the $
gift card incentive
A complaint
analyst provided Ms*** with the resolution on December 17,
First Choice
Power prides itself on maintaining and exceeding a high level of customer
service, and we regret anything that may be considered below satisfactory. If Ms*** has any further questions
regarding the matter, First Choice Power would be more than happy to discuss
the resolution further