Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Tuesday, March 10, 1:PM To: drteam Subject: My complain its not resolved Hi, my complain with ID *** it is not resolvedThe company is lying, because I talked with many people at customer service and they didn't resolved my issueI spend a lot of time trying to cancel the account and then I had to came back to Mexico, I can't call the company from Mexico because is very expensive and I know will be a waste of time I am sorry for not answer before, but I didn't see the e-mail that you send me before I just wanted to cancel that account, thank you Sincerily -- Lic*** ***
Regards,
First Choice Power confirms *** *** has been a customer at *** * *** *** ** *** *** *** *** from February 28, until August 25,
On August 12, 2014, an invoice in the
amount of $was generated and mailed to *** ***
On August 26, 2014, the final invoice in
the amount of $was generated and mailed to *** ***
On August 27, 2014, a payment in the
amount of $posted to *** ***’s account
On September 9, 2014, a payment in the
amount of $posted to *** ***’s account
On October 6, 2014, the customer
contacted Customer Service stating she was receiving collection calls for the
final billDuring this call the agent advised *** *** the account
balance was $
On October 20, 2014, the customer
contacted the First Choice Power Collections team stating she was receiving
collection calls regarding the final bill and requested to speak with a manager
During this call *** *** was transferred to Customer Service at which
time she was advised the account was current
On October 21, 2014, the collection
agency was advised to close the account; therefore, ceasing collection
activity
A complaint analyst spoke with *** *** on October 22, and provided our findings
*** *** is no longer a First Choice Power customer. Our records confirm her account balance is
$The collection agency was notified to cease any further collection
activity.
A complaint
investigator contacted *** ***, and First Choice Power understands *** *** to be satisfied with the resolution
First Choice Power prides
itself on maintaining and exceeding a high level of customer service, and we
regret anything that may be considered below satisfactoryIf *** *** has
any further questions regarding this matter, First
Choice Power would be more than happy to discuss this resolution
further
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:Yes I made a payment on my account on 2/22/for a payment in the amount of and called Direct Energy because my payment was duplicated and instead of the company taking out of my account they took a total of I called Direct Energy and advised that my money have been refundedI check my balance on today 2/26/at pm and I am still missing this moneyI really need my money bad, I have children and medication that I needAlso I have bills to pay and I have no moneyI need my money back on my account as soon as possible.Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I need my money back on my account that was taken
Good Morning,
Please see the following response for review
*** *** ***
Case No: *** *** ***
Account # ***
COMPLAINT SUMMARY:
Mr*** *** states he is seeking to void a contract he
believes is unfulfilled by Direct Energy.
He states his previous fixed rate had expired and unauthorized changes
were made to a variable rate without notice He states he was offered a month plan which
included a $Visa Gift that he was told would be received in days. He states he accepted the contract. Mr*** states he called to inquire about
the Visa card and was transferred and got different answers. He states he was advised when he enrolled if
he broke the contract there would be a $Early Cancellation Fee Mr*** asks that his current plan be
voided with no cancellation charge because he was changed a variable rate plan
without his knowledge.
SUMMARY OF INVESTIGATION:
Direct Energy’s records confirm ***
*** has been a customer at *** *** *** *** ** *** since *** *** ***
The fixed rate expiration notice was
mailed to Mr*** on *** *** *** A copy of the notice is attached.
On *** *** ***, the account defaulted
to a variable rate upon the expiry of the fixed rate plan, and no response from
Mr*** regarding the renewal notice.
A copy of the invoice including the renewal notice is attached.
Mr*** contacted Direct Energy on *** *** *** inquiring about a Smart Thermostat and available fixed rate plans. He was advised to enroll in a Smart Thermostat
Plan required the purchase of the Smart Thermostat and for installation to be completed
He was given the enrollment phone number to begin the process, but he did not
proceed with the enrollment.
Mr*** contacted Direct Energy on *** *** *** and enrolled in a Price Advantage Plan with a month term for $0.119/kWh. The plan incentive included a $Visa Card
which required consecutive on-time payments be made to qualify. The first card would be received 6-weeks
after the monthly on-time payments and the second card delivered after one year
of service. A copy of the renewal call
is attached.
Mr*** contacted Direct Energy on *** *** *** regarding the Visa card and asked to speak to a supervisor. Mr*** also sent an Email inquiry on *** *** *** asking to be advised when he would receive his Visa card, and a response
was returned the same day as follows:
We apologize for any frustration this may have
caused you and know your time is valuable.
The incentive of $gift card is not immediateAn initial $
dollar gift card will be sent via mail after three consecutive on time payments
and the remaining $gift card will be sent after months of serviceWe
apologize if any misinformation was presented.
Collections called Mr*** on *** ** *** ** and left voice messages. Collections
spoke to Mr*** on *** ** *** for a balance due of $307.75. He stated he did not have the funds to
pay. An Extension was entered for
payment until *** ** ***
A Disconnection notice was sent on *** *** *** in
the amount of $due by *** *** ***.
A Disconnection Notice was sent on *** *** *** in the amount of $due by *** ** ***
Mr*** contacted Direct Energy on *** *** *** and requested the account be cancelled due to high rates. He was advised of the $early cancellation
fee
A Revdex.com complaint was received on *** ** *** and a hold was placed on the account
The analyst left a voice message for Mr*** *** ** ***.
The analyst contacted Mr*** on *** ** *** During the call the terms of the
incentive were explained to himHe had not fulfilled the terms of making
consecutive on-time payments. He was advised we would waive the Early
Cancellation Fee. He requested to be
changed to a lower rate at Direct Energy and was advised he had been placed on
the lowest rate available at his renewal of *** *** ***. He took the case number and analyst’s phone
number stating he would like to call back when he was not driving and after he
had a chance to look at the account online.
Mr*** contacted the analyst on *** *** *** and asked to be place on a lower rate at Direct Energy that he saw
online. He stated he did not have the
time to shop for other rates with another provider. He was offered a month Price Protection
Plan with a base rate of $0.058/kWh and an average rate based on usage of kWh of $0.105/kWh with a monthly charge
of $4.95; the rate did not have an incentive.
Mr*** accepted the new plan.
The Electrical Facts Label was mailed to him, and a copy is
attached. He was advised his current
balance is $302.18. He offered to
contact the Revdex.com and the Public Utility Commission to advise
them he would withdraw his complaint as his issue had been resolved.
COMPANY RESPONSE:
Direct Energy confirms *** *** was
sent an invoice on *** *** *** which included a renewal notice which advised
him to contact us by *** *** ***. We
did not receive a response to the renewal notice; therefore, the account was
validly moved to a variable rate on *** *** ***, and was reflected on the
invoice dated *** *** ***Mr*** contacted Direct Energy on *** *** *** and enrolled in a Price Advantage Plan with a month term for $0.119/kWh
with a $Early Cancellation Penalty, which included a $Visa Card
incentive. The incentive required that
consecutive on-time payments be made to qualify. An Electrical Fact Label and Terms of service
were mailed to the address of record
Mr*** was advised during a phone call on *** *** *** as well as an email reply to his inquiry of *** *** *** that his
past due payments had voided the plan’s incentive
Mr*** was contacted on *** ** *** by the
complaint analyst and was advised he could leave Direct Energy and the Early
Cancellation fee would be waived, and he would need to enroll with a provider
of his choice to initiate the changeMr*** contacted the analyst on *** *** *** and requested to be placed on a different month fixed rate he found
online. A rate change was processed and
Mr*** was satisfied with this resolution
Direct Energy prides itself on maintaining and exceeding a high level of customer
service, and we regret anything that may be considered below satisfactoryIf Mr
*** has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this resolution further
Attached:
January 30, Expiration notice
May 30, Variable rate change notice
July 16, Renewal call
August 31, Disconnection
September 28, Disconnection
Electrical Fact Label FDCR
v
DATE: *** *** ***
Complaint
No: *** * *** ***
Account #: Gas
- *** & Electric - ***
COMPLAINT SUMMARY:
*** *** states he noticed his bill for electric and gas supply increased without
notice
SUMMARY OF INVESTIGATION:
The account
belonging to *** *** was enrolled with Direct Energy on January 4,
for service at *** *** *** *** ** ***. The account was enrolled for electricity
supply on a fixed rate of $0.0953/kwh for months with no early termination
fees, and the gas account was enrolled on a fixed rate of $0.649/Therm for
months with no early termination fees
On January
4, 2012, the terms and conditions were mailed to the
address listed above, and are attached
On August
24, 2012, the gas account automatically renewed on a month to month variable rate
On
December 20, 2012, the electricity account automatically renewed on a month to
month variable rate
On September
27, 2014, Mr*** contacted our Customer Care
Center to inquire about a high bill, at which time the agent inform him both
accounts were billing on our month to month variable rate. He requested both account be cancelled. We submitted a cancellation request for both
accounts to the utilities; the utilities accepted the transactions and provided
an effective date of October 24, for both accounts
During our
investigation of the account we found a renewal notice was not mailed to Ms*** prior to the account migrating onto a month to month variable rate;
therefore we calculated a reimbursement from August 24, until November 1,
for the difference between the variable rate charged and the fixed rate of $0.649/Therm, for a total of $for the gas account, and
a reimbursement from December 20, until October 24, for the
difference between the variable rate charged and the fixed rate of $0.0953/kWh for a total of $for the electric
account. The reimbursement was sent to the utility and will
be reflected as a credit on his bill within 1-billing cycles
On November 7, 2014, a complaint analyst contacted Mr***
to provide him with the investigation findings
COMPANY RESPONSE:
Direct
Energy confirms Mr*** completed a
valid enrollment on August 23, 2012. A
renewal notice was not mailed to Mr*** prior to
the accounts automatically renewing on month to month variable pricing;
therefore, a reimbursement was calculated for both accounts
A
complaint analyst contacted Mr*** on November 7, 2014, and provided our findings. Mr*** was satisfied with the resolution
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf Mr
*** has
any further questions regarding this resolution, he may contact us at *** and Direct Energy will be more
than happy to discuss this resolution further
Sent: Monday, April 06, 3:PM To: drteam; Office of the President - DER Cc: White, L.CSubject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Good Afternoon, I show no record of having received notification indicating Mr***’s dissatisfaction with Direct Energy’s responseIn review of Mr***’s account, Direct Energy, as a gesture of goodwill removed the Early Cancellation Penalty and a refund check in the amount of $has been issuedDependent upon US Postal Service delivery times, Mr*** should receive the refund check within two weeks (this is to account for weekends)Please review this complaint based on the additional information and reconsider the ‘Unresolved’ statusMorgan J*** OTP Complaint Coordinator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10341303, and find that this resolution would be satisfactory to me
March 24,
[Complaint No: *** * *** ***
Account #: ***
COMPLAINT SUMMARY:
Ms*** is concerned she was not advised of the delivery charges
assessed by her utilityShe wishes to have the amount of $refunded from
the previous
total of delivery charges plus two $Collection Recovery Fees
she was assessed when she was unable to pay her invoice due to the charges
COMPANY RESPONSE:
Ms*** has been a Direct Energy customer since January at
*** *** *** * ** *** **Her account reflects a poor payment
history, resulting in multiple Late Payment Charges and Disconnection Notices
She originally contacted Direct Energy to enroll on December 22,
Ms*** accepted a variable rate product in which the agent properly
advised she will be assessed all existing re-occurring charges (Transmission
and Distribution Utility pass-through charges)
Invoices generated after the enrollment included charges labeled
“Transmission and Distribution Surcharges”
Ms*** was issued an invoice on November 20, This invoice referred
her to the bill insert for upcoming changes.
The notice advised her future invoices will soon display an unbundled
rate (insert attached)
On February 19, 2015, an invoice was issued which reflected labeling
Transmission and Distribution Utility pass-through charges as “Oncor Delivery
Charges” for the amount of $The invoice included two valid Collection
Recovery Fees for Disconnection Notices issued on January 22, and February
15, for possessing a past due amount
A complaint agent spoke with Ms*** on March 20, The agent
explained the enrollment call from December 22, had been reviewed, and she
was properly advised of the Transmission and Distribution Utility pass-through
charges according to guideline established by the Public Utility CommissionShe
was further advised she was properly advised of the unbundling of the
Transmission and Distribution changes via her November 20, invoiceAll
charges are valid
If
Ms*** has any further questions regarding this matter, she may contact
Direct Energy and we will be happy to assist her
Sent: Friday, May 08, 8:AM To: drteam Cc: Office of the President - DER Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** - Rebuttal COMPANY RESPONSE: On April 17, 2015, a complaint analyst spoke with *** *** and advised due to the renewal agent advising him he would receive the $incentive in full, Direct Energy has granted the incentive to be sent in full instead of receiving $after on-time payments and $after months of on-time payments*** *** understood it may be to weeks to receive the incentive in the mailValidation was received on April 24, that it was placed in the U.S Mail as of April 23, *** *** was never promised an exact date that the incentive would be issued, just that he should receive it within 3-weeks Spoke to customer May 8, 2015, informed me that he has received his incentiveThere is no further action required
Hello,COMPLAINT SUMMARY: Ms*** states Direct Energy’s
Customer Service Center’s representatives were unprofessional and unwilling to
help rectify a bad situationMs*** states she trusted Direct Energy to
get her the best utility rate, but was overcharged by $150.00.SUMMARY OF
INVESTIGATION: Direct Energy confirms Ms
*** completed an enrollment for residential service at *** *** *** *** *** ** ***-on December 3, 2013. Ms*** accepted a fixed rate of
$0.0599/CCF for months with no cancellation feeAt the time of enrollment, Ms***
completed a Third Party Verification (TPV) in which she agreed to all the terms
and conditions of the contractA copy of the terms and conditions were mailed
with a welcome letter from Direct Energy (TPV and terms and conditions are
attached).On September 17, 2014, Ms*** contacted Direct Energy’s
Customer Service Center and requested information on current fixed rates
offered by Direct EnergyMs*** accepted a new fixed rate of $0.559/CCF
for months with no cancellation fee.On February 18, 2015, Ms*** contacted Direct Energy’s
Customer Service Center and requested information on current fixed rates
offered by Direct EnergyMs*** stated she wanted a lower fixed rate due
to her current fixed rate being higher than the rate offered by her local
utilityOur Customer Service representative offered a new fixed rate of
$0.519/CCF for months with no cancellation fee, which Ms*** declined.On February 19, 2015, Direct Energy received a cancellation notice
from the utility with an effective date of February 19, A complaint analyst investigated Ms
***’s claims regarding our Customer Service Center representative. The call recordings were reviewed, and there
was no evidence to substantiate Ms***’s claimsBased on our findings the account billed
as contracted, and no reimbursement is warranted.A complaint analyst attempted to contact Ms*** on February
26, 2015, but did not receive a responseA voicemail message was left and a
notification letter was mailed to Ms
***, requesting she contact the analyst to discuss her
concerns. One additional attempt to
contact Ms*** will be made to provide our findings.COMPANY RESPONSE:Direct Energy confirms Ms***’s account
billed as contracted, and no reimbursement is warranted. The Customer Service Center call recordings
were unable validate Ms*** claims against our representativesThe account was cancelled on February 19, 2015.A complaint analyst was unsuccessful in speaking with Ms***
in regards to her concern.Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf Ms*** has any further questions regarding this
resolution, she may contact us at 1-866-670-6771, and Direct Energy will be
more than happy to discuss this resolution further. Direct Energy ResidentialOffice of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI hope that the check in made out to" *** ***" since they kept referring to me as my
maiden name and then hyphenated my maiden and married name later in the letterThe Gateway Energy representative assured me on the phone today that it would so hopefully that is accurate info.Thanks,*** ***
Direct Energy, LPApril 10,
[*** *** *** * *** * ***
Account #: ***
COMPLAINT SUMMARY:
*** *** states he has had difficulties with updating his
credit card which he uses for Auto PayHe states due to these difficulties he
chose
another provider and wants all late fees and disconnection fees
COMPANY RESPONSE:
*** *** was a Direct Energy customer from July 3, to
March 3, at *** *** *** *** ** ***
Direct Energy records reflect that *** *** contacted Customer
Service to update his credit card information for his Auto Pay on June 10,
He then contacted us again on July 1, stating he had received an
email stating his Auto Pay credit card was expired
*** *** contacted Direct Energy on September 25, and
enrolled under a month fixed rate plan
Our records confirm that *** ***’s credit card declined
payment of his January 9, invoice causing a disconnection notice to be
issued on February 15, *** *** contacted Customer Service on February
17, and added a new credit card to his Auto Pay and made a payment of
$636.30, leaving the account with a zero balance
On February 27, Direct Energy received notification from the
market that *** *** would be switching providersHis final bill was issued
on March 4, for and included a $Early Cancellation Penalty
and a $Collection Recovery Fee
Upon receipt of *** ***’s complaint, Direct Energy waived *** *** Early Cancellation Penalty of $300.00, a $Collection Recovery
Fee and a $Late Payment Penalty, leaving his final account balance
$These waivers were in the interest of customer service and the final
balance of $consists of energy consumed by *** *** and the amount
will not be waived
If *** *** has any additional questions regarding this matter,
Direct Energy would be more than happy to discuss this matter further
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
So what D.Eis stating is with a variable rate they can charge anything they think they can get away with ? ccf compared to what the rate was actually going for which was ccf Also I did not agree to sign back up with them if I was to pay the bill at $ What I had stated was possible in the future I could come back as a D.Ecustomer And if I agreed to sign back up then why wasn't my account credited the $? Bottom line ,they priced gouged me to 50% higher rate then then what everyone else including them was at the time They agreed I would pay the $bill instead of the $bill and someone at D.Efailed to do their job And basicly I view this as theft
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Although still will never recommend Direct Energy to anyone!!!!!
Direct
Energy has apologized for the actions taken by the representative *** ***
spoke withThe agent has been terminated as a result of additional concerns
However, as previously stated Direct Energy cannot reimburse for the requested
damages of $Direct Energy will only waive fees and usage associated
with the time *** *** was with Direct EnergyA backdated Move In has been
received and all usage will be returned to the previous provider
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf *** *** has any further questions regarding this matter, Direct
Energy would be more than happy to discuss this
resolution further
Please find enclosed the original complaint and our responseIf we can be of further assistance, please feel free to contact me at ***
Thank You,
Direct Energy
Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Good Morning, Unfortunately, I was out of the office when the Revdex.com message was sent. A resolution was worked out, however, I haven’t received the agreed amount. How can I follow up with this matter since I do not have any contact information?
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to mePlease wait for my response before closing complaintThe original email from them stating the refund was being process was over weeks agoThank You
Thank you for contacting Direct Energy regarding
your Online Account Manager (OAM), issuesDirect Energy prides itself
on maintaining and exceeding a high level of customer service, and we regret that
your previous interaction with our resolution department was considered
below
satisfactory
We
understand that you were contacted by our Complaint Analyst and at this time
the issue has been resolved. Please
accept our sincerest apologies for the inconvenience it may have caused. We appreciate the detailed information you
provided which allowed our escalations group to complete a thorough
investigation of the issue and provide a resolution. As a thank you for your assistance, you will
be issued a $Visa gift card, which you will receive within 3-business
days
Ms
***, if you have further questions regarding this matter, our Complaint Analyst would be more than happy to discuss
this resolution further
Sincerely,
Ms.
[redacted] states she was assessed an Early Cancellation Fee even though she
cancelled services within fourteen days of her contract expiration...
date.
COMPANY
RESPONSE:
Ms.
[redacted] was a Direct Energy customer at [redacted] from June
18, 2014 to June 10, 2015. Our records indicate Ms. [redacted] selected a 12 month
fixed rate plan which was set to expire June 18, 2015.
On
June 10, 2015, account notes indicate Direct Energy received an e-mail from Ms.
[redacted] requesting to cancel her services. The following response was sent via
e-mail to [redacted]:
“Thank you for contacting Direct Energy concerning your account
([redacted]). We are sorry to hear you would like to cancel service with Direct
Energy. Unfortunately we are unable to cancel service via e-mail. Please
contact our customer service department at the number listed below to schedule
your move out and provide a forwarding address to send your final invoice to.”
Later
the same day, we can confirm Ms. [redacted] contacted Direct Energy to request a
Move Out. However, before the Move Out transaction could be logged, the call
was disconnected. We are unable to determine the cause of the call
disconnection. Furthermore, Direct Energy has no record of any other calls from
Ms. [redacted] to complete her Move Out request.
Direct
Energy received an Inbound Drop from Switch on June 10, 2015 indicating Ms.
[redacted] had chosen to switch providers prior to her contract end date of June
18, 2015. A final invoice was issued on June 11, 2015 in the amount of $155.11
which included a valid Early Cancellation Penalty of $135.00.
After
receiving the complaint, Ms. [redacted]’s account was reviewed and the decision was
made to waive the $135.00 Early Cancellation Fee in the interest of customer
service. Due to an unknown system error, the final invoice was billed at a much
lower rate than Ms. [redacted]’s previous 12 month fixed rate. As such, in our
reversal of the invoice which originally assessed the Early Cancellation
Penalty, she was re-billed at the cheaper rate.
A
complaint analyst spoke with Ms. [redacted] on June 17, 2015 and advised her of our
resolution leaving a final account balance of $108.63. Ms. [redacted] then stated she
already submitted a check in the amount of $91.22, which would have left her
with a remaining balance owed of $17.41. As a gesture of goodwill, the complaint
analyst agreed to write off the remaining balance so that Ms. [redacted] would not
have to remit any further payments.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Ms. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this resolution further.
v
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Tuesday, March 10, 1:PM To: drteam Subject: My complain its not resolved Hi, my complain with ID *** it is not resolvedThe company is lying, because I talked with many people at customer service and they didn't resolved my issueI spend a lot of time trying to cancel the account and then I had to came back to Mexico, I can't call the company from Mexico because is very expensive and I know will be a waste of time I am sorry for not answer before, but I didn't see the e-mail that you send me before I just wanted to cancel that account, thank you Sincerily -- Lic*** ***
Regards,
First Choice Power confirms *** *** has been a customer at *** * *** *** ** *** *** *** *** from February 28, until August 25,
On August 12, 2014, an invoice in the
amount of $was generated and mailed to *** ***
On August 26, 2014, the final invoice in
the amount of $was generated and mailed to *** ***
On August 27, 2014, a payment in the
amount of $posted to *** ***’s account
On September 9, 2014, a payment in the
amount of $posted to *** ***’s account
On October 6, 2014, the customer
contacted Customer Service stating she was receiving collection calls for the
final billDuring this call the agent advised *** *** the account
balance was $
On October 20, 2014, the customer
contacted the First Choice Power Collections team stating she was receiving
collection calls regarding the final bill and requested to speak with a manager
During this call *** *** was transferred to Customer Service at which
time she was advised the account was current
On October 21, 2014, the collection
agency was advised to close the account; therefore, ceasing collection
activity
A complaint analyst spoke with *** *** on October 22, and provided our findings
*** *** is no longer a First Choice Power customer. Our records confirm her account balance is
$The collection agency was notified to cease any further collection
activity.
A complaint
investigator contacted *** ***, and First Choice Power understands *** *** to be satisfied with the resolution
First Choice Power prides
itself on maintaining and exceeding a high level of customer service, and we
regret anything that may be considered below satisfactoryIf *** *** has
any further questions regarding this matter, First
Choice Power would be more than happy to discuss this resolution
further
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:Yes I made a payment on my account on 2/22/for a payment in the amount of and called Direct Energy because my payment was duplicated and instead of the company taking out of my account they took a total of I called Direct Energy and advised that my money have been refundedI check my balance on today 2/26/at pm and I am still missing this moneyI really need my money bad, I have children and medication that I needAlso I have bills to pay and I have no moneyI need my money back on my account as soon as possible.Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I need my money back on my account that was taken
Good Morning,
Please see the following response for review
*** *** ***
Case No: *** *** ***
Account # ***
COMPLAINT SUMMARY:
Mr*** *** states he is seeking to void a contract he
believes is unfulfilled by Direct Energy.
He states his previous fixed rate had expired and unauthorized changes
were made to a variable rate without notice He states he was offered a month plan which
included a $Visa Gift that he was told would be received in days. He states he accepted the contract. Mr*** states he called to inquire about
the Visa card and was transferred and got different answers. He states he was advised when he enrolled if
he broke the contract there would be a $Early Cancellation Fee Mr*** asks that his current plan be
voided with no cancellation charge because he was changed a variable rate plan
without his knowledge.
SUMMARY OF INVESTIGATION:
Direct Energy’s records confirm ***
*** has been a customer at *** *** *** *** ** *** since *** *** ***
The fixed rate expiration notice was
mailed to Mr*** on *** *** *** A copy of the notice is attached.
On *** *** ***, the account defaulted
to a variable rate upon the expiry of the fixed rate plan, and no response from
Mr*** regarding the renewal notice.
A copy of the invoice including the renewal notice is attached.
Mr*** contacted Direct Energy on *** *** *** inquiring about a Smart Thermostat and available fixed rate plans. He was advised to enroll in a Smart Thermostat
Plan required the purchase of the Smart Thermostat and for installation to be completed
He was given the enrollment phone number to begin the process, but he did not
proceed with the enrollment.
Mr*** contacted Direct Energy on *** *** *** and enrolled in a Price Advantage Plan with a month term for $0.119/kWh. The plan incentive included a $Visa Card
which required consecutive on-time payments be made to qualify. The first card would be received 6-weeks
after the monthly on-time payments and the second card delivered after one year
of service. A copy of the renewal call
is attached.
Mr*** contacted Direct Energy on *** *** *** regarding the Visa card and asked to speak to a supervisor. Mr*** also sent an Email inquiry on *** *** *** asking to be advised when he would receive his Visa card, and a response
was returned the same day as follows:
We apologize for any frustration this may have
caused you and know your time is valuable.
The incentive of $gift card is not immediateAn initial $
dollar gift card will be sent via mail after three consecutive on time payments
and the remaining $gift card will be sent after months of serviceWe
apologize if any misinformation was presented.
Collections called Mr*** on *** ** *** ** and left voice messages. Collections
spoke to Mr*** on *** ** *** for a balance due of $307.75. He stated he did not have the funds to
pay. An Extension was entered for
payment until *** ** ***
A Disconnection notice was sent on *** *** *** in
the amount of $due by *** *** ***.
A Disconnection Notice was sent on *** *** *** in the amount of $due by *** ** ***
Mr*** contacted Direct Energy on *** *** *** and requested the account be cancelled due to high rates. He was advised of the $early cancellation
fee
A Revdex.com complaint was received on *** ** *** and a hold was placed on the account
The analyst left a voice message for Mr*** *** ** ***.
The analyst contacted Mr*** on *** ** *** During the call the terms of the
incentive were explained to himHe had not fulfilled the terms of making
consecutive on-time payments. He was advised we would waive the Early
Cancellation Fee. He requested to be
changed to a lower rate at Direct Energy and was advised he had been placed on
the lowest rate available at his renewal of *** *** ***. He took the case number and analyst’s phone
number stating he would like to call back when he was not driving and after he
had a chance to look at the account online.
Mr*** contacted the analyst on *** *** *** and asked to be place on a lower rate at Direct Energy that he saw
online. He stated he did not have the
time to shop for other rates with another provider. He was offered a month Price Protection
Plan with a base rate of $0.058/kWh and an average rate based on usage of kWh of $0.105/kWh with a monthly charge
of $4.95; the rate did not have an incentive.
Mr*** accepted the new plan.
The Electrical Facts Label was mailed to him, and a copy is
attached. He was advised his current
balance is $302.18. He offered to
contact the Revdex.com and the Public Utility Commission to advise
them he would withdraw his complaint as his issue had been resolved.
COMPANY RESPONSE:
Direct Energy confirms *** *** was
sent an invoice on *** *** *** which included a renewal notice which advised
him to contact us by *** *** ***. We
did not receive a response to the renewal notice; therefore, the account was
validly moved to a variable rate on *** *** ***, and was reflected on the
invoice dated *** *** ***Mr*** contacted Direct Energy on *** *** *** and enrolled in a Price Advantage Plan with a month term for $0.119/kWh
with a $Early Cancellation Penalty, which included a $Visa Card
incentive. The incentive required that
consecutive on-time payments be made to qualify. An Electrical Fact Label and Terms of service
were mailed to the address of record
Mr*** was advised during a phone call on *** *** *** as well as an email reply to his inquiry of *** *** *** that his
past due payments had voided the plan’s incentive
Mr*** was contacted on *** ** *** by the
complaint analyst and was advised he could leave Direct Energy and the Early
Cancellation fee would be waived, and he would need to enroll with a provider
of his choice to initiate the changeMr*** contacted the analyst on *** *** *** and requested to be placed on a different month fixed rate he found
online. A rate change was processed and
Mr*** was satisfied with this resolution
Direct Energy prides itself on maintaining and exceeding a high level of customer
service, and we regret anything that may be considered below satisfactoryIf Mr
*** has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this resolution further
Attached:
January 30, Expiration notice
May 30, Variable rate change notice
July 16, Renewal call
August 31, Disconnection
September 28, Disconnection
Electrical Fact Label FDCR
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DATE: *** *** ***
Complaint
No: *** * *** ***
Account #: Gas
- *** & Electric - ***
COMPLAINT SUMMARY:
*** *** states he noticed his bill for electric and gas supply increased without
notice
SUMMARY OF INVESTIGATION:
The account
belonging to *** *** was enrolled with Direct Energy on January 4,
for service at *** *** *** *** ** ***. The account was enrolled for electricity
supply on a fixed rate of $0.0953/kwh for months with no early termination
fees, and the gas account was enrolled on a fixed rate of $0.649/Therm for
months with no early termination fees
On January
4, 2012, the terms and conditions were mailed to the
address listed above, and are attached
On August
24, 2012, the gas account automatically renewed on a month to month variable rate
On
December 20, 2012, the electricity account automatically renewed on a month to
month variable rate
On September
27, 2014, Mr*** contacted our Customer Care
Center to inquire about a high bill, at which time the agent inform him both
accounts were billing on our month to month variable rate. He requested both account be cancelled. We submitted a cancellation request for both
accounts to the utilities; the utilities accepted the transactions and provided
an effective date of October 24, for both accounts
During our
investigation of the account we found a renewal notice was not mailed to Ms*** prior to the account migrating onto a month to month variable rate;
therefore we calculated a reimbursement from August 24, until November 1,
for the difference between the variable rate charged and the fixed rate of $0.649/Therm, for a total of $for the gas account, and
a reimbursement from December 20, until October 24, for the
difference between the variable rate charged and the fixed rate of $0.0953/kWh for a total of $for the electric
account. The reimbursement was sent to the utility and will
be reflected as a credit on his bill within 1-billing cycles
On November 7, 2014, a complaint analyst contacted Mr***
to provide him with the investigation findings
COMPANY RESPONSE:
Direct
Energy confirms Mr*** completed a
valid enrollment on August 23, 2012. A
renewal notice was not mailed to Mr*** prior to
the accounts automatically renewing on month to month variable pricing;
therefore, a reimbursement was calculated for both accounts
A
complaint analyst contacted Mr*** on November 7, 2014, and provided our findings. Mr*** was satisfied with the resolution
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf Mr
*** has
any further questions regarding this resolution, he may contact us at *** and Direct Energy will be more
than happy to discuss this resolution further
Sent: Monday, April 06, 3:PM To: drteam; Office of the President - DER Cc: White, L.CSubject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Good Afternoon, I show no record of having received notification indicating Mr***’s dissatisfaction with Direct Energy’s responseIn review of Mr***’s account, Direct Energy, as a gesture of goodwill removed the Early Cancellation Penalty and a refund check in the amount of $has been issuedDependent upon US Postal Service delivery times, Mr*** should receive the refund check within two weeks (this is to account for weekends)Please review this complaint based on the additional information and reconsider the ‘Unresolved’ statusMorgan J*** OTP Complaint Coordinator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10341303, and find that this resolution would be satisfactory to me
March 24,
[Complaint No: *** * *** ***
Account #: ***
COMPLAINT SUMMARY:
Ms*** is concerned she was not advised of the delivery charges
assessed by her utilityShe wishes to have the amount of $refunded from
the previous
total of delivery charges plus two $Collection Recovery Fees
she was assessed when she was unable to pay her invoice due to the charges
COMPANY RESPONSE:
Ms*** has been a Direct Energy customer since January at
*** *** *** * ** *** **Her account reflects a poor payment
history, resulting in multiple Late Payment Charges and Disconnection Notices
She originally contacted Direct Energy to enroll on December 22,
Ms*** accepted a variable rate product in which the agent properly
advised she will be assessed all existing re-occurring charges (Transmission
and Distribution Utility pass-through charges)
Invoices generated after the enrollment included charges labeled
“Transmission and Distribution Surcharges”
Ms*** was issued an invoice on November 20, This invoice referred
her to the bill insert for upcoming changes.
The notice advised her future invoices will soon display an unbundled
rate (insert attached)
On February 19, 2015, an invoice was issued which reflected labeling
Transmission and Distribution Utility pass-through charges as “Oncor Delivery
Charges” for the amount of $The invoice included two valid Collection
Recovery Fees for Disconnection Notices issued on January 22, and February
15, for possessing a past due amount
A complaint agent spoke with Ms*** on March 20, The agent
explained the enrollment call from December 22, had been reviewed, and she
was properly advised of the Transmission and Distribution Utility pass-through
charges according to guideline established by the Public Utility CommissionShe
was further advised she was properly advised of the unbundling of the
Transmission and Distribution changes via her November 20, invoiceAll
charges are valid
If
Ms*** has any further questions regarding this matter, she may contact
Direct Energy and we will be happy to assist her
Sent: Friday, May 08, 8:AM To: drteam Cc: Office of the President - DER Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** - Rebuttal COMPANY RESPONSE: On April 17, 2015, a complaint analyst spoke with *** *** and advised due to the renewal agent advising him he would receive the $incentive in full, Direct Energy has granted the incentive to be sent in full instead of receiving $after on-time payments and $after months of on-time payments*** *** understood it may be to weeks to receive the incentive in the mailValidation was received on April 24, that it was placed in the U.S Mail as of April 23, *** *** was never promised an exact date that the incentive would be issued, just that he should receive it within 3-weeks Spoke to customer May 8, 2015, informed me that he has received his incentiveThere is no further action required
Hello,COMPLAINT SUMMARY: Ms*** states Direct Energy’s
Customer Service Center’s representatives were unprofessional and unwilling to
help rectify a bad situationMs*** states she trusted Direct Energy to
get her the best utility rate, but was overcharged by $150.00.SUMMARY OF
INVESTIGATION: Direct Energy confirms Ms
*** completed an enrollment for residential service at *** *** *** *** *** ** ***-on December 3, 2013. Ms*** accepted a fixed rate of
$0.0599/CCF for months with no cancellation feeAt the time of enrollment, Ms***
completed a Third Party Verification (TPV) in which she agreed to all the terms
and conditions of the contractA copy of the terms and conditions were mailed
with a welcome letter from Direct Energy (TPV and terms and conditions are
attached).On September 17, 2014, Ms*** contacted Direct Energy’s
Customer Service Center and requested information on current fixed rates
offered by Direct EnergyMs*** accepted a new fixed rate of $0.559/CCF
for months with no cancellation fee.On February 18, 2015, Ms*** contacted Direct Energy’s
Customer Service Center and requested information on current fixed rates
offered by Direct EnergyMs*** stated she wanted a lower fixed rate due
to her current fixed rate being higher than the rate offered by her local
utilityOur Customer Service representative offered a new fixed rate of
$0.519/CCF for months with no cancellation fee, which Ms*** declined.On February 19, 2015, Direct Energy received a cancellation notice
from the utility with an effective date of February 19, A complaint analyst investigated Ms
***’s claims regarding our Customer Service Center representative. The call recordings were reviewed, and there
was no evidence to substantiate Ms***’s claimsBased on our findings the account billed
as contracted, and no reimbursement is warranted.A complaint analyst attempted to contact Ms*** on February
26, 2015, but did not receive a responseA voicemail message was left and a
notification letter was mailed to Ms
***, requesting she contact the analyst to discuss her
concerns. One additional attempt to
contact Ms*** will be made to provide our findings.COMPANY RESPONSE:Direct Energy confirms Ms***’s account
billed as contracted, and no reimbursement is warranted. The Customer Service Center call recordings
were unable validate Ms*** claims against our representativesThe account was cancelled on February 19, 2015.A complaint analyst was unsuccessful in speaking with Ms***
in regards to her concern.Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf Ms*** has any further questions regarding this
resolution, she may contact us at 1-866-670-6771, and Direct Energy will be
more than happy to discuss this resolution further. Direct Energy ResidentialOffice of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI hope that the check in made out to" *** ***" since they kept referring to me as my
maiden name and then hyphenated my maiden and married name later in the letterThe Gateway Energy representative assured me on the phone today that it would so hopefully that is accurate info.Thanks,*** ***
Direct Energy, LPApril 10,
[*** *** *** * *** * ***
Account #: ***
COMPLAINT SUMMARY:
*** *** states he has had difficulties with updating his
credit card which he uses for Auto PayHe states due to these difficulties he
chose
another provider and wants all late fees and disconnection fees
COMPANY RESPONSE:
*** *** was a Direct Energy customer from July 3, to
March 3, at *** *** *** *** ** ***
Direct Energy records reflect that *** *** contacted Customer
Service to update his credit card information for his Auto Pay on June 10,
He then contacted us again on July 1, stating he had received an
email stating his Auto Pay credit card was expired
*** *** contacted Direct Energy on September 25, and
enrolled under a month fixed rate plan
Our records confirm that *** ***’s credit card declined
payment of his January 9, invoice causing a disconnection notice to be
issued on February 15, *** *** contacted Customer Service on February
17, and added a new credit card to his Auto Pay and made a payment of
$636.30, leaving the account with a zero balance
On February 27, Direct Energy received notification from the
market that *** *** would be switching providersHis final bill was issued
on March 4, for and included a $Early Cancellation Penalty
and a $Collection Recovery Fee
Upon receipt of *** ***’s complaint, Direct Energy waived *** *** Early Cancellation Penalty of $300.00, a $Collection Recovery
Fee and a $Late Payment Penalty, leaving his final account balance
$These waivers were in the interest of customer service and the final
balance of $consists of energy consumed by *** *** and the amount
will not be waived
If *** *** has any additional questions regarding this matter,
Direct Energy would be more than happy to discuss this matter further
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
So what D.Eis stating is with a variable rate they can charge anything they think they can get away with ? ccf compared to what the rate was actually going for which was ccf Also I did not agree to sign back up with them if I was to pay the bill at $ What I had stated was possible in the future I could come back as a D.Ecustomer And if I agreed to sign back up then why wasn't my account credited the $? Bottom line ,they priced gouged me to 50% higher rate then then what everyone else including them was at the time They agreed I would pay the $bill instead of the $bill and someone at D.Efailed to do their job And basicly I view this as theft
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Although still will never recommend Direct Energy to anyone!!!!!
Direct
Energy has apologized for the actions taken by the representative *** ***
spoke withThe agent has been terminated as a result of additional concerns
However, as previously stated Direct Energy cannot reimburse for the requested
damages of $Direct Energy will only waive fees and usage associated
with the time *** *** was with Direct EnergyA backdated Move In has been
received and all usage will be returned to the previous provider
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactoryIf *** *** has any further questions regarding this matter, Direct
Energy would be more than happy to discuss this
resolution further
Please find enclosed the original complaint and our responseIf we can be of further assistance, please feel free to contact me at ***
Thank You,
Direct Energy
Office of the President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Good Morning, Unfortunately, I was out of the office when the Revdex.com message was sent. A resolution was worked out, however, I haven’t received the agreed amount. How can I follow up with this matter since I do not have any contact information?
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to mePlease wait for my response before closing complaintThe original email from them stating the refund was being process was over weeks agoThank You
Thank you for contacting Direct Energy regarding
your Online Account Manager (OAM), issuesDirect Energy prides itself
on maintaining and exceeding a high level of customer service, and we regret that
your previous interaction with our resolution department was considered
below
satisfactory
We
understand that you were contacted by our Complaint Analyst and at this time
the issue has been resolved. Please
accept our sincerest apologies for the inconvenience it may have caused. We appreciate the detailed information you
provided which allowed our escalations group to complete a thorough
investigation of the issue and provide a resolution. As a thank you for your assistance, you will
be issued a $Visa gift card, which you will receive within 3-business
days
Ms
***, if you have further questions regarding this matter, our Complaint Analyst would be more than happy to discuss
this resolution further
Sincerely,
June 23, 2015
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she was assessed an Early Cancellation Fee even though she
cancelled services within fourteen days of her contract expiration...
date.
COMPANY
RESPONSE:
Ms.
[redacted] was a Direct Energy customer at [redacted] from June
18, 2014 to June 10, 2015. Our records indicate Ms. [redacted] selected a 12 month
fixed rate plan which was set to expire June 18, 2015.
On
June 10, 2015, account notes indicate Direct Energy received an e-mail from Ms.
[redacted] requesting to cancel her services. The following response was sent via
e-mail to [redacted]:
“Thank you for contacting Direct Energy concerning your account
([redacted]). We are sorry to hear you would like to cancel service with Direct
Energy. Unfortunately we are unable to cancel service via e-mail. Please
contact our customer service department at the number listed below to schedule
your move out and provide a forwarding address to send your final invoice to.”
Later
the same day, we can confirm Ms. [redacted] contacted Direct Energy to request a
Move Out. However, before the Move Out transaction could be logged, the call
was disconnected. We are unable to determine the cause of the call
disconnection. Furthermore, Direct Energy has no record of any other calls from
Ms. [redacted] to complete her Move Out request.
Direct
Energy received an Inbound Drop from Switch on June 10, 2015 indicating Ms.
[redacted] had chosen to switch providers prior to her contract end date of June
18, 2015. A final invoice was issued on June 11, 2015 in the amount of $155.11
which included a valid Early Cancellation Penalty of $135.00.
After
receiving the complaint, Ms. [redacted]’s account was reviewed and the decision was
made to waive the $135.00 Early Cancellation Fee in the interest of customer
service. Due to an unknown system error, the final invoice was billed at a much
lower rate than Ms. [redacted]’s previous 12 month fixed rate. As such, in our
reversal of the invoice which originally assessed the Early Cancellation
Penalty, she was re-billed at the cheaper rate.
A
complaint analyst spoke with Ms. [redacted] on June 17, 2015 and advised her of our
resolution leaving a final account balance of $108.63. Ms. [redacted] then stated she
already submitted a check in the amount of $91.22, which would have left her
with a remaining balance owed of $17.41. As a gesture of goodwill, the complaint
analyst agreed to write off the remaining balance so that Ms. [redacted] would not
have to remit any further payments.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Ms. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this resolution further.
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