March 26, 2015
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
[redacted] states he completed an enrollment to switch his services
to Direct Energy on February 26, 2015.
He further states he was advised he had three days to cancel...
without
penalty. He states he contacted Direct
Energy to rescind his contract on February 27, 2015, but was told he was not in
the system. Mr. [redacted] states he
contacted Direct Energy a second time to rescind his contract on February 28,
2015 and he was given the okay to rescind his contract. He further states following his cancellation
he received an invoice from Direct Energy which included a $295.00 Early
Cancellation Penalty (ECP). Mr. [redacted]
states he was assessed the ECP in error as he cancelled within the 3 day
rescission period. He states he
contacted Direct Energy regarding the ECP and was advised he was assessed the
ECP because he selected a different electric provider. He further states he was advised the ECP
charge is valid.
SUMMARY OF INVESTIGATION:
Mr. [redacted] completed an enrollment on
February 26, 2015. Services began on
February 27, 2015 at [redacted] St, [redacted], TX [redacted].
On February 28, 2015, Mr. [redacted]
contacted our Customer Care Center requesting to cancel his enrollment. The agent advised Mr. [redacted] an order was
logged to return his premise to the previous provider.
On March 2, 2015, Direct Energy
submitted a request to [redacted] to regain premise [redacted] St, [redacted], TX,
back to the date of loss.
On March 6, 2015, Direct Energy
generated a final invoice for usage received from Oncor in the amount of
$319.75 due by March 25, 2015; which included a $295.00 Early Cancellation
Penalty (ECP).
On March 18, 2015, Mr. [redacted] contacted
our Customer Care Center regarding the $295.00 ECP assessed on the final
invoice. Mr. [redacted] was advised the
$295.00 ECP is valid as he completed a new enrollment which ended the recession
process.
On March 26, 2015, Direct Energy waived
the $295.00 ECP.
A complaint analyst attempted to contact
Mr. [redacted] without success.
COMPANY RESPONSE:
Direct Energy deems Mr. [redacted] was validly assessed the $295.00
Early Cancellation Penalty (ECP)as he completed a new enrollment which ended
the recession process. However, in the
interest of customer service Direct Energy waived the $295.00 Early
Cancellation Penalty. Mr. [redacted] can
expect to receive a refund in the amount of $303.90 in 4 to 6 weeks.
A complaint analyst attempted to contact
Mr. [redacted] 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
satisfactory. If Mr. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
Good Afternoon, Please find the attached response for your review.
December 24,
2014
RevDex.com case #: [redacted]
Account
#: [redacted]
COMPLAINT SUMMARY:
Mr. [redacted] stated he renewed his contract in July
2014. He states he...
selected a rate which
had an incentive of a $400 [redacted] gift card after making four consecutive on-time
payments. Mr. [redacted] states it has
been 6 months and he has not received his gift card. Mr. [redacted] states he was advised by Direct
Energy he will receive $200 after 3 consecutive payments and the balance of
$200 after remaining a customer for one year.
Mr. [redacted] states he has made his on-time payments. He wants to receive the $400 in a [redacted] gift
card and to have his contract cancelled and be returned to his expired rate of
$0.084 /kWh.
SUMMARY OF INVESTIGATION:
Direct Energy records confirm [redacted] has been a customer at [redacted] since January 13, 2012.
Mr. [redacted] contacted Direct Energy on
July 22, 2014 to renew his contract. He
requested a rate he saw on-line which contained a $400 [redacted] gift card
incentive. Mr. [redacted] renewed on the
Price Advantage Plan with a contract term for 24 months, an energy charge for
$0.1135 /kWh, and an average rate for $0.116/kWh, and a minimum usage fee of
$9.95 if usage falls below 999 kWh. The
fulfillment terms of the rate were provided on-line and the customer service
agent stated during the renewal call the first $200 gift card notification will
be sent by E-mail after 3 consecutive on-time payments and the remaining $200
will be by E-mail after 12 months of service.
Mr. [redacted] accepted the renewal rate and terms of service. A copy of the renewal call and Electricity Facts
Label is attached.
Mr. [redacted]’s new rate was effective on
the August 12, 2014 Invoice. On-time
payments were received for August, September and October 2014.
Mr. [redacted] contacted Direct Energy on
November 11, 2014 and was advised an E-mail would be sent to him at [redacted]. Upon
receipt of the E-mail, he would select a [redacted] or [redacted] gift card and it would
be received in the [redacted] mail 4-6 weeks after his selection.
Mr. [redacted] called and spoke to a
Direct Energy supervisor on December 15, 2014.
The terms of the incentive were reviewed. Mr. [redacted] disputed the terms of the
incentive and asked to have his plan changed to the lowest rate available and
to be back dated to July 22, 2014.
A Revdex.com complaint was received
on December 16, 2014 and a hold was placed on the account.
The complaint analyst spoke to Mr.
[redacted] on December 16, 2014 and verified his E-mail and premise
address. He confirmed he did not receive
the [redacted] gift card E-mail advising him to select a [redacted] or [redacted] card. An inquiry was made to the gift card vendor
and a request was made to have Mr. [redacted]’s choice of a [redacted] card for $200 mailed
directly to his home. He was advised normal
processing time for the card may take 4-6 weeks. The analyst requested an expedited
fulfillment with the vendor and it was confirmed, the $200 [redacted] gift card will
be mailed to Mr. [redacted] at his address of record. Mr. [redacted] was advised after 12 months of
service with Direct Energy, he will receive an E-mail advising him to select
the type of gift card desired. The card
will be mailed to his address of record.
The previous 12 month rate for $0.084 /kWh,
which Mr. [redacted] was on, is not an available rate. The rate expired, for Mr. [redacted]’s account,
on July 11, 2014. Mr. [redacted] was
advised he could not be returned to his old rate which he understood.
Mr. [redacted] thanked the analyst for
the explanation and confirmed his understanding of the terms of the incentive
fulfillment.
COMPANY RESPONSE:
Direct Energy has a valid renewal for a 24 month Price Advantage
Plan. The rate includes a $400 incentive
to be mailed in the form of a $200 gift card after three consecutive on time
payments. The second portion of the
incentive will be mailed to the customer after 1 consecutive year as a Direct
Energy Customer. After a customer
selects the gift card type by E-mail, the card will be mailed and received in 4-6
weeks.
A complaint analyst spoke with Mr. [redacted], and advised 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 satisfactory. If [redacted] has any further questions regarding this
matter, Direct Energy would be more than
happy to discuss this resolution further.
Attachments:
July
22, 2014 Renewal Call
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 10335231, and find that this resolution would be satisfactory to me.
December 22,
2014
RevDex.com Case: [redacted]
Account
#: [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states she is disappointed her payment
arrangement has been broken. Ms.
[redacted] states she made a payment on December 1, 2014 which did not post...
to
the account for 2-3 days. She states she
was told if a payment was made on the due date the agreement should still be in
place. Ms. [redacted] states she does not
understand the billing process where a payment made on the same day it is due is
considered past due.
SUMMARY OF INVESTIGATION:
Direct Energy records confirm [redacted]
[redacted] has been a customer at [redacted] since
December 26, 2008.
Ms. [redacted] contacted Direct Energy on September
29, 2014 regarding a past due balance for $648.58. She was offered a Deferred Payment Plan
(DPP) to assist her in managing the outstanding balance. Ms. [redacted] agreed to make a down payment
for $165.00 by October 3, 2014. Three future installments were set to be paid
as follows: $161.58 by October 30, 2014,
$161.00 by December 1, 2014 and $161.00 by December 31, 2014. The DPP requires installments and current
bills to be paid in full and on time to prevent the plan from being broken. A copy of the DPP is attached.
On October 28, 2014 the invoice billed current
charges in the amount of $125.13 due by November 14, 2014. A copy of the invoice is attached.
A credit card payment for $161.00 was
posted to the account on December 1, 2014
A Disconnection Notice was mailed on December
2, 2014 for $286.13 due by December 15, 2014 to prevent a disconnection of
service. The amount due immediately was
the balance of the October 28, 2014 invoice in the amount of $125.13 and the
last DPP installment for $161.00.
On December 12, 2014 Ms. [redacted]
contacted our Collections Department regarding her broken DPP. She was advised her payment plan had broken
due to the payment for $125.13, on her October 28, 2014 invoice having not been
paid. After explaining why her DPP
broke, a payment extension was placed on the account for $286.13 to be paid by
December 18, 2014.
A Revdex.com complaint was
received on December 15, 2014.
A complaint analyst spoke to Ms.
[redacted] on December 17, 2014 and explained the requirements of the DPP needed
to be met to prevent breaking the DPP.
She was offered a revised DPP as a customer courtesy, due to her
misunderstanding. A new DPP was established
for the outstanding balance of $358.57.
Four installments were agreed to as follows: $126.00 to be paid by December 19, 2014,
$78.57 to be paid by January 13, 2015, $77.00 to be paid by February 13, 2014
and the final installment of $77.00 by March 13, 2015. The requirement to pay all future monthly
charges and installments on time was reviewed and Ms. [redacted] stated she
understood the DPP terms. A copy of the
DPP is attached.
As a gesture of goodwill the analyst
deleted an unbilled $29.95 collection recovery fee for the December 2, 2014
Disconnection that had not yet been invoiced.
The first DPP installment for $126.00
was made December 18, 2014.
COMPANY RESPONSE:
Direct Energy can confirm Ms. [redacted] established a Deferred
Payment Plan (DPP) on September 29, 2014.
The participation in the DPP requires the timely payment of not only the
DPP amount, but also the current charges on the monthly invoices. When the required payment amounts were not
received, the DPP was broken and Direct Energy validly issued a Disconnection
Notice.
The complaint analyst provided a detailed explanation of the terms
of the DPP, and as a courtesy established a new DPP for Ms. [redacted].
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, Energy would be more than happy to discuss this
resolution further.
Attachments:
September
29, 2014 Deferred Payment Plan
October
28, 2014 Invoice
November
27, 2014 Invoice
December
2, 2014 Disconnection Notice
December
17, 2014 Deferred Payment Plan
After receiving a complaint through [redacted] on August 19, 2015, the remittance department was contacted in order to expedite the duplicate payment refund. The refund check was mailed August 21, 2015 and Ms. [redacted] should receive the check within 7-10 business days (dependent upon [redacted]...
delivery). In the interest of customer service, a one-time credit of $100.00 has been applied to Ms. [redacted] account to compensate her for the fees and late charges she incurred as a result of the duplicate payment. [redacted] apologizes for any inconvenience.As of August 25, 2015, Ms. [redacted] remaining balance after the credit was applied is $108.37 and is due by August 26, 2015.
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 2/1/2015 (the same as I received in March variable to fixed) I would not have waited for my 3/17/2015 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 2008 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 2 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 10 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, 2015 7:36 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 attached. Thank you, Direct Energy’s Office of the President Department Email Disclaimer
On May 19, 2015, Mr. [redacted] contacted our Enrollment
Center stating he applied online on May 18, 2015, to switch services to Direct
Energy for address [redacted], Fort Worth, [redacted]. He further
states he received an email stating the...
application was unsuccessful, and
advised him to contact Direct Energy for further assistance. Mr. [redacted] provided account number [redacted],
but was advised by the enrollment agent the account number was invalid. The agent processed a new enrollment and
provided Mr. [redacted] with account number [redacted]. The agent further states the new enrollment
was flagged for additional verification by the Direct Energy Credit and Debt
Team. The agent advised Mr. [redacted] to
submit a copy of his Social Security Card and Driver’s License for further
review.
On May 19, 2015, Direct Energy received notification
the enrollment was unsuccessful due to a fraud alert for the above mentioned
address.
On May 20, 2015, a Direct Energy credit analyst
attempted to contact Mr. [redacted] regarding the credit exception.
On May 20, 2015, a Direct Energy credit analyst
spoke with Mr. [redacted] and requested a fax copy of his Social Security Card and
Driver’s License. The agent further stated once the requested information was
verified he would be notified of the enrollment completion, and deposit
requirement if applicable.
On May 20, 2015, a credit analyst notified Mr. [redacted]
that no deposit is required. The analyst
confirmed the second enrollment was a success.
On June 30, 2015, Direct Energy invoiced Mr. [redacted]
for 310 kWh of usage received from [redacted] in the amount of $31.18, due by June
22, 2015.
On June 11, 2015, an online payment in the amount of
$31.18 posted to inactive account [redacted].
On July 3, 2015, our Collections Department
contacted Mr. [redacted] regarding a past due balance in the amount of $31.18. Mr. [redacted] advised the agent the payment of
$31.18 was made online on June 12, 2015.
In addition, Mr. [redacted] provided payment reference number 1[redacted]. The agent advised Mr.
[redacted] the payment of $31.18 posted to an inactive account. The agent further stated the payment of
$31.18 would be transferred to the correct account number of [redacted]. Mr. [redacted] further stated following a password
reset he was unable to access his online account. The agent advised Mr. [redacted] to speak with our
Customer Care Center regarding difficulty accessing his online account. Our records reflect Mr. [redacted] was transferred
to customer service.
On July 3, 2015, Mr. [redacted] spoke to a customer
service agent. He stated he made a
payment to an inactive account. Mr. [redacted] further stated he experienced
difficulty updating the username for his online account. The agent advised Mr. [redacted] our records reflect
the username already exists. Mr. [redacted]
requested to speak with a supervisor.
Our records reflect the call was transferred to a supervisor.
On July 3, 2015, Mr. [redacted] requested a new username
for his online account. The agent stated
we are unable to accommodate his request for a new username as the username he
requested was taken. The agent
reiterated a transfer was in progress to transfer a payment of $31.18 to the
correct account. Mr. [redacted] stated his
dissatisfaction with the process and ended the call.
On July 7, 2015, a payment in the amount of $31.18
was transferred from inactive account number [redacted] to active account
[redacted].
A complaint analyst attempted to contact Mr. [redacted]
on July 7, 2015, July 8, 2015, and July 10, 2015; however, was unsuccessful in
contacting him. Voicemail messages were
left requesting he contact the analyst. To date the analyst has not received a
return call.
COMPANY
RESPONSE:
Mr.
[redacted] completed an enrollment on May 19, 2015, for premise [redacted]
S, Fort Worth, [redacted]. However, the enrollment was postponed due to a
fraud alert for the aforementioned address.
On May 20, 2015, a Direct Energy credit analyst requested Mr. [redacted]
submit a copy of his Social Security Card and Driver’s License. Once the
information was verified the enrollment was processed. Due to agent error a second enrollment was processed
which resulted in the creation of a second account number [redacted]. The
creation of the second account caused the initial account [redacted] to become
inactive. On July 7, 2015, the payment
of $31.84 was transferred to the active account [redacted]. In addition, per Mr. [redacted] initial username was
reinstated.
A
complaint analyst attempted to contact Mr. [redacted] to no avail.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.
Good Afternoon, Please find the following response for review. Thank you, [redacted] Office of the President
September 18,
2015
[Complaint No:
[redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
[redacted] states he was told his rate...
with Direct Energy would be $0.06/kWh. Mr. [redacted] states his rate is $0.11/kWh. Mr. [redacted] states he paid an Early Cancellation
Fee of $200 to [redacted] Energy, because he was told he would make up the
difference in 2 months. Mr. [redacted] states
he has not saved anything, and his rate is about the same as it was with
[redacted]. Mr. [redacted] states Direct Energy
offered to change him to a different plan he liked better and that was
done. Mr. [redacted] states he has been asked
to return the [redacted] Thermostat for the previous rate, and has been charged a
$300 fee until the thermostat is returned.
Mr. [redacted] asks for the $300 fee to be cancelled because he feels he was
lied to.
SUMMARY
OF INVESTIGATION:
Direct Energy (DE) confirms [redacted] has been a
customer with Direct Energy at [redacted] since
June 30, 2015.
Mr. [redacted] completed an enrollment on June 29, 2015
for a 36 month [redacted] Comfort and Control Plan.
The average price for 2000 kWh is $0.112/kWh, energy charge of $0.065/kWh,
a $4.95 monthly base charge, and a $295 Early Cancellation Fee. The plan includes a [redacted] Thermostat to be
delivered in 4-6 weeks by [redacted]-** after the plan begins.
A copy of the Electricity Facts Label (EFL) and the
recorded enrollment call is attached.
Mr. [redacted] acknowledged during his enrollment that
the agent has left him a copy of the Terms of Service and Electricity Facts
Label and a form to cancel the enrollment with no penalty within 3 business
days. Mr. [redacted] acknowledged that DE
will not be responsible for his previous representatives Early Cancelation Fee
(ECF).
The [redacted] Thermostat was sent by [redacted]-** on July 16,
2015 with tracking number [redacted]. Mr. [redacted] confirmed he received the device.
On August 2, 2015, an invoice was issued for June
30, 2015 to July 31, 2015. Usage was for
1,704 kWh and the energy charge was the agreed rate $0.065 and totaled $110.76. AEP Texas Central Delivery Charges were
$76.83. The delivery charges are $9 per
month and $0.03981/kWh as detailed in the EFL.
A copy of the invoice is attached.
On August 6, 2015, a collection call was placed to
[redacted] advising him of an overdue balance for $193. Mr. [redacted] stated he disputed the delivery
charges as he was not saving any money from his rate with [redacted] who had charged
him $200 to terminate his contract. Mr.
[redacted] was advised of the $295 cancellation fee if he cancelled.
On August 6, 2015, Ms. [redacted] called back to
request a Move Out. She was transferred
to a representative to discuss the dispute.
Ms. [redacted] stated they were told they would begin to see a savings after
several months of using the [redacted]. Ms.
[redacted] stated she was satisfied with the energy charge for $0.065, but did not
agree with the delivery charge which made the average price $0.113/kWh. The agent offered a different rate for an
average price of $0.098/kWh for 2000 kWh, an energy charge for $0.051/kWh, a
$4.95 monthly base charge and a $135 Early Cancellation Fee. The AEP Central Delivery charges do not
change. Delivery charges are dependent
on the number of kWh delivered to the premise for charges of $9 per month and
$0.03981/kWh. The rate was accepted and
placed on the account immediately. The
agent advised he would request a waiver of the $295 ECF for the [redacted] thermostat,
but he could not promise it could be waived.
.
On September 2, 2015, an invoice was issued for July
31, 2015 to August 31, 2015. The energy charge is $0.051/kWh, the new rate
which was provided to the customer for their satisfaction. The invoice included a $295 Early Cancellation
Fee for cancellation of the [redacted] rate plan. A copy of the invoice is attached.
On September 8, 2015, Mr. [redacted] called to ask if
the ECF for $295 would be waived. Mr.
[redacted] was advised Direct Energy will waive the $295 ECF once the [redacted] thermostat
is returned, and he provides the tracking number for the return of the device. The agent contacted [redacted] for the customer to
obtain a return label. The return label was emailed to [redacted].
On September 10, 2015, a Revdex.com
complaint was received and a hold was placed on the account.
A complaint analyst reviewed the enrollment call
and determined the [redacted] rate was correctly provided to Mr. [redacted] on June 29,
2015. No calls were made during the 3
business day rescission period to cancel the rate.
The analyst contacted Mr. [redacted] and provided the findings. He stated that they had actually liked the
[redacted] rate but did not like the AEP Central Delivery charges. It was pointed out to him that his average
cost on both the August 2, 2015 and September 2, 2015 invoices are the same. Mr. [redacted] stated he was out $200 for the
Early Termination Fee (ECF) from his previous provider. He was reminded that previous ECF was not
part of the Direct Energy contract, and he accepted and acknowledged that
disclosure during the enrollment call on June 29, 2015.
Mr. [redacted] was offered two options in an effort to
satisfy his dispute. Mr. [redacted] may
return the [redacted] Thermostat and provide the tracking number, and DE will remove
the $295 ECF from his account. He will
remain on his current rate and I will place a $50 credit on his account. Mr. [redacted] was optionally offered to return to
the [redacted] Rate and have the $295 ECF credited to his account. The [redacted] rate is provided in conjunction with
the [redacted] thermostat. He stated he would
discuss the option with his wife and call me back. The analyst is prepared to provide either
option when Mr. and Ms. [redacted] make a decision.
COMPANY
RESPONSE:
Direct
Energy confirms a valid enrollment was completed by [redacted] on June 29,
2015, for a 36 month [redacted] Comfort and Control Plan. The plan utilizes a [redacted] thermostat that is
sent to the customer 4-6 weeks after the enrollment. Mr. [redacted] acknowledged he received and
installed the thermostat.
Mr.
[redacted] was changed to a new rate during his call on August 6, 2015, and the rate
became effective in the next invoice issued on September 2, 2015. Mr. [redacted] was required to return the [redacted]
thermostat to have the $295 Device Cost Recovery Fee credited to the
account.
Direct
Energy has alternatively provided the resolution to Mr. and Ms. [redacted] to return
the [redacted] thermostat and receive a $50 account credit, or return to the [redacted]
Rate plan and Direct Energy will credit the $295 fee back to his account.
Mr.
and Ms. [redacted] are undecided, and state they will contact the analyst when they
make a decision on which plan they would like.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.
Attachments:
June
29, 2015 Enrollment call
Electricity
Fact Label – [redacted] Rate
August
2, 2015 Invoice
Electricity
Fact Label [redacted]
September
2, 2015 Invoice
v
Ms.
[redacted] states that two payments were made to Direct Energy for the amount of
$195.00. While her next invoice was not due until September 6, 2016,...
her
services were interrupted on August 25, 2016. When speaking with customer
service, she was advised that service would be restored in twenty-four hours.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer at
[redacted] since December 2, 2013.
On August 8, 2016, she was issued a Disconnection
Notice for the past due amount of $187.23, due August 19, 2016.
On August 18, 2016, we received two payments in the
amount of $195.00.
On August 22, 2016, the duplicate payment was
reversed at her request. Due to a system error, the Disconnection Order was
dispatched to the utility as a result of the payment reversal.
On August 25, 2016, her services were disconnected.
On August 26, 2016, a Reconnection Order was
dispatched after Ms. [redacted] reported the interruption to the Customer Service
Department. She was reconnected later that morning.
On September 1, 2016, a complaint analyst spoke with
Ms. [redacted] regarding the investigation.
COMPANY
RESPONSE:
Ms.
[redacted] was issued a Disconnection Notice for a past due amount on her
account. Two payments were received towards the account; however, one of the
payments was a duplicate. On August 22, 2016, the duplicate payment was
reversed. Due to a system error, a Disconnection Order was dispatched to the
utility, and Ms. [redacted] was disconnected on August 25, 2016.
After
speaking with the Customer Service Department on August 26, 2016, a
Reconnection Order was dispatched, and Ms. [redacted] was reconnected later that
same morning.
A
complaint analyst spoke with Ms. [redacted] and explained the Disconnection Order
was dispatched in error. To compensate for losses experienced due to the
interruption of service, the analyst offered to provide a $200.00 bill credit.
Ms. [redacted] accepted the credit and was satisfied.
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 matter further.
Good Afternoon, Please see the below response for review. Thank you,
October 1,
2015
[Complaint No:
[redacted] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states he was told by a customer service representative there were no
Early Cancellation Fees associated with cancelling his account. Mr. [redacted] states he was charged a $200 Early
Cancellation Fee after switching providers.
Mr. [redacted] states he called Customer Service to sort out the issue, and
states he was not called back at the time he was told he would be called. Mr. [redacted] stated he was advised the Early
Cancellation Fee was to be credited back, but the credit was pending so he
received a collection call.
SUMMARY
OF INVESTIGATION:
Direct Energy confirms [redacted] was a customer
at [redacted] from July 7, 2010 to July
1, 2015.
Mr. [redacted] was enrolled in a 24 month fixed rate
which began August 24, 2013 and was to expire on August 24, 2015.
Each invoice issued to Mr. [redacted] reflects the contract
expiration date as August 24, 2015 in his account details.
On June 18, 2015, Mr. [redacted] contacted our Customer
Service Center to inquire if he had an Early Cancellation Fee. The customer service agent advised him
incorrectly that she did not see a fee associated with his account.
On June 29, 2015, an Inbound Drop was received from
the Market.
On July 3, 2015, the final invoice was issued and
included a $200 Early Cancellation Fee (ECF).
On July 29, 2015, Mr. [redacted] contacted Direct Energy
to make a payment for $50.78 on his account.
He disputed the $200 ECF, and an inquiry was initiated.
On August 18, 2015, Mrs. [redacted] contacted our Customer
Service Center and requested a callback regarding the ECF dispute. A complaint was opened on her behalf.
On September 27, 2015, a Revdex.com
complaint was received and a hold was placed on the account.
A complaint analyst determined that the previous
review of the account initiated in July 2015 was incorrectly noted by the agent.
It was stated Mr. [redacted] had accepted a 24 month contract in August 2013, and
that he cancelled his contract before the expiration. The agent did not review the June 16, 2015
call where Mr. [redacted] was incorrectly advised he did not have an ECF. The error caused Mr. [redacted] to receive
collection calls.
On September 28, 2015, the $200 ECF was waived, and
a corrected invoice was issued to Mr. [redacted].
The collection agency was notified to remove all collection activity
from the account.
The analyst spoke with Mr. [redacted] and advised him of
the findings. Mr. [redacted] appreciated the
follow-up and accepted the resolution.
COMPANY
RESPONSE:
Direct
Energy confirms that Mr. [redacted] renewed in a 24 month contract on August 13,
2013. All invoices state the expiration
date of his contract as August 24, 2015.
Mr. [redacted] contacted customer service on June 18, 2015 to ask if he would
be charged an Early Cancellation Fee (ECF) if he switched providers. Due to incorrect information provided to Mr.
[redacted] that he would not be assessed a fee, he switched providers. The final invoice charged a $200 ECF per the Terms
of Service; however, the ECP was later reversed, the account was recalled from
collections, and the account was closed with a zero balance.
A
complaint analyst has provided our findings and resolution to Mr. [redacted] and he
is in agreement.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.
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 [redacted], and find that this resolution would be satisfactory to me.
the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I found no response attached in the email I was sent. Other than that, I was contacted by the company on Thursday October 1, 2015. Their representative offered no resolution to the problem other than to offer the same response I received initially. I tried to make her understand that I was well aware that I signed a contract that stated there would be a fee for the thermostats if I ended the term early. However, when their salesman informed me that I could potentially be charged by [redacted] for the thermostats, I asked if the fee would be waived if I returned the items. He said yes. Any information I read following the salesman's claim that I could return the thermostats was not fully understood as I was under the impression that the thermostats should simply be returned before cancelling service. Also, [redacted] stresses that they do not have a cancellation fee. This is not the case, either. Their cancellation fee is $200 for their thermostats, even though it isn't framed that way. What's more, the [redacted] salesman looked at my bill and said that the rate they charged was cheaper, and he also claimed to be a "preferred provider" of First Energy/Toledo Edison company which was not the case. I feel like the entire sales call was disingenuous and misleading. I do not doubt a bit of ignorance on my part with the entire process of switching utility suppliers, and trusted that this man from a supposed reputable company would be the consultant he was intended to be and at least offer honesty and if nothing else, full knowledge of his product before selling it. Their solution of giving me a phone number to call Nest to attempt to return it is not acceptable. They need to waive the $200 fee, and hopefully, accept return of the merchandise.
Regards,DeQuaina [redacted]
Mr.
[redacted] states he contacted Direct Energy on July 31, 2015 to establish services
with a plan that included free weekends, using his debit card to pay...
for
services. He later learned that his services did not become active, and was
assessed charges from his apartment complex. Once he was able to get services
established with Direct Energy, he was then assessed charges that were not
consistent with the rate he agreed to.
SUMMARY
OF INVESTIGATION:
Our records reflect Mr. [redacted] enrolling services
with Direct Energy on July 16, 2015 at [redacted] under
a plan that included free Saturdays. A soft credit check was assessed during his
enrollment. A soft credit check does not impact a person’s credit report. Mr.
[redacted] was assessed a $50.00 deposit, which he paid the following day.
On July 17, 2015, prior to services becoming active,
the enrollment was cancelled due to customer request. This is typically done
when the premise is acquired by another Retail Energy Provider.
On August 27, 2015, Mr. [redacted] contacted customer
service to inquire as to why services were not active with Direct Energy. He
was advised of the cancelled enrollment. A soft credit check was performed as
it is standard procedure for processing an enrollment. The assisting agent
performed a new enrollment and attempted to use the free Saturday rate
previously selected.
Mr. [redacted]’s free Saturday rate did not take effect
on his account. He was sent invoices on the following dates:
September 17, 2015
October 11, 2015
November 10, 2015
December 11, 2015
On December 18, 2015, a rate inquiry was initiated
to address Mr. [redacted]’s rate issue.
On December 21, 2015, Mr. [redacted]’s account was
updated to reflect the correct free Saturday rate. In addition, all previously issued
invoices were reversed, and re-billed according to the correct rate on December
28, 2015.
On February 1, 2016, a complaint analyst was able to
speak with Mr. [redacted] to discuss the enrollment cancellation, as well as the
rate issue that had since been resolved. Mr. [redacted] stated he agreed to a rate
that included both free Saturdays and Sundays, the analyst advised he would
review the call and contact Mr. [redacted] with an update.
Further review of the call confirmed Mr. [redacted],
while inquiring about free weekends, was advised by the agent that such a plan
was not available, and Mr. [redacted] agreed to a rate that included free
Saturdays. The analyst attempted to follow up with Mr. [redacted] on February 2,
2016 and February 3, 2016 without success.
In recognition of the inconvenience regarding the
rate issue a complaint analyst applied a goodwill credit to Mr. [redacted]’s
account in the amount of $127.41, leaving Mr. [redacted] an account balance of $0.00.
COMPANY
RESPONSE:
Mr.
[redacted] contacted Direct Energy on July 16, 2015 to establish services with a
rate that included free Saturdays. A soft credit check was performed, which
does not affect his credit report. He was assessed a $50.00 deposit, for which
he used his debit card to submit the payment.
Prior
to services becoming active, we received a customer requested cancellation,
which typically occurs when a customer enrolls with a new provider. As a
result, services did not become active.
Mr.
[redacted] later spoke with Direct Energy on August 27, 2015 to inquire about
services. He was advised a new enrollment would be required and was processed. A
soft credit check was performed as it is standard procedure for processing an
enrollment. A soft credit check does
not impact a person’s credit report.
The
agent attempted to use the same free Saturday rate Mr. [redacted] previously agreed
to; however, the system failed to apply the rate. As a result, he was issued four
invoices between September and December 2015 with the incorrect rate. These
invoices were later reversed and rebilled to the correct rate.
On
February 1, 2016, a complaint analyst was able to speak with Mr. [redacted] to
discuss the enrollment cancellation, as well as the rate issue that had since
been resolved. When Mr. [redacted] stated he agreed to a rate that included both
free Saturdays and Sundays, the analyst advised he would review the call and
contact Mr. [redacted] with an update.
Further
review of the call confirmed Mr. [redacted] was advised by the enrollment agent
that such a plan was not available, and Mr. [redacted] agreed to a rate that
included free Saturdays.
A
complaint analyst attempted to follow up with Mr. [redacted] on February 2, 2016
and February 3, 2016 without success.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has
any further 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 [redacted], and find that this resolution would be satisfactory to me. My thanks to the Revdex.com for their assistance in this matter.[redacted]
August
14, 2015
Account
# [redacted]
Dear Ms. [redacted],
Thank you for contacting [redacted] with
your concerns. At [redacted] our
goal is to provide you with the exceptional service you deserve. We have received concerns regarding...
collection
activity on a final balance you have previously submitted payment for. Please accept our apologies for any
inconvenience this issue may have caused.
A complaint agent contacted you on August 14, 2015
and advised you [redacted] has removed the account from all collection
activity and a request to update the Credit Bureaus has been issued. The Credit Bureaus may take up to 90 business
days to update their records.
[redacted] prides itself on maintaining a high level of customer service, and
we regret anything that may have been considered unsatisfactory. If you have any
further questions regarding this matter, [redacted] would be more than
happy to discuss this matter further. Thank you.
Sincerely,
Laura
Office
of the President
[redacted]
v
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. I received a call from LC at Direct Energy from phone number [redacted], and left a voicemail for me to contact ehr back. They hAve an account for me at [redacted]. I work long hours at a hospital so I am unable to return calls during normal hours but I am able to be reached at [redacted] and I will try to call on my lunch, which is only 30 minutes long and the hold time I have to wait is just terrible. If I do no have an account, then I would like to know who contacted me.Regards,
Revdex.com:
This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/19/2014 10:12:10 AM and assigned ID [redacted].
Regards,
April 25, 2016 [Complaint No: [redacted]] – Trevor [redacted] Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states he received a statement from Direct Energy advising he owed $57.22 when his final account balance was $50.44. Mr. [redacted] states he contacted the third party...
agency who acquired the debt to resolve the debt without success. He further states Direct Energy has reported information that has negatively impacted his credit score. SUMMARY OF INVESTIGATION: Mr. [redacted] had been a Direct Energy customer at [redacted] from July 9, 2014 to October 24, 2014. On October 16, 2014, he was issued an invoice for the amount of $50.44. This invoice included current consumption charges of $70.20, and a previous credit balance of $19.76. On October 26, 2014, Mr. [redacted] was mailed his final invoice for the amount of $57.22, due November 12, 2014. This invoice included consumption charges of $6.78, and a previous balance of $50.44. Between November and December 2014, notes reflect Mr. [redacted] contacting Direct Energy to advise he satisfied his final balance. Agents were unable to locate a payment and requested he submit a copy of his bank records. Account notes do not reflect the receipt of these documents. On December 15, 2014, Mr. [redacted] unpaid debt was forwarded to a third party collection agency. On April 25, 2016, a complaint analyst was able to speak with Mr. [redacted] and advise a copy of his bank statements were required to attempt a payment trace. Mr. [redacted] advised he would provide the documents within the next week. COMPANY RESPONSE: Mr. [redacted] unpaid final account balance of $57.22 was forwarded to a third party collection agency on December 15, 2015 after Direct Energy agents were unable to perform a payment trace as account notes did not reflect the receipt of the requested documents. A complaint analyst was able to reach Mr. [redacted] on April 25, 2016 and advised the documents are required to trace the missing payments. Mr. [redacted] stated he would provide the documents to the analyst within a week. At this time, we are currently awaiting the documents and will follow up with Mr. [redacted] at a later time. Tell us why here...
September 30,
2014
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
[redacted] states she originally enrolled services under a free
Saturday E-plan. She 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 plan. She was offered an “executive membership plan” rate of $0.094/kWh
and a $100.00 deposit was required, which she later paid. She later received a
bill for $261.00 that was based on 1,850 kWh. She 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, 2014 at premise address [redacted]. Our records reflect [redacted] completed an enrollment and
a rate change on July 30, 2014. The original enrollment was completed with the
Executive Membership Plan. She 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, 2014 in the amount of $29.46, and the second on
September 11, 2014 in the amount of $260.11. 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 rate. Account
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 change. The August 17, 2014 invoice
was adjusted to $42.34 and the September 11, 2014 invoice was adjusted to
$203.09.
[redacted] was assessed two previously
invoiced AutoPay Breakage Fees on her adjusted August 17, 2014 invoice in the
amount of $30.00 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 362 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, 2014 and September 30, 2014,
but was unsuccessful in contacting her.
COMPANY RESPONSE:
[redacted] performed an enrollment and a rate change on July 30,
2014. She first performed the enrollment on the Executive Membership rate, and
shortly after, changed her rate to the Free Saturday E-plan. As 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 changes. As
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 Saturdays. Further adjustments are being made to remove two
$15.00 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 satisfactory. If [redacted] has any further questions regarding this matter, Direct Energy would be
more than happy to discuss this resolution further.
March 26, 2015
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
[redacted] states he completed an enrollment to switch his services
to Direct Energy on February 26, 2015.
He further states he was advised he had three days to cancel...
without
penalty. He states he contacted Direct
Energy to rescind his contract on February 27, 2015, but was told he was not in
the system. Mr. [redacted] states he
contacted Direct Energy a second time to rescind his contract on February 28,
2015 and he was given the okay to rescind his contract. He further states following his cancellation
he received an invoice from Direct Energy which included a $295.00 Early
Cancellation Penalty (ECP). Mr. [redacted]
states he was assessed the ECP in error as he cancelled within the 3 day
rescission period. He states he
contacted Direct Energy regarding the ECP and was advised he was assessed the
ECP because he selected a different electric provider. He further states he was advised the ECP
charge is valid.
SUMMARY OF INVESTIGATION:
Mr. [redacted] completed an enrollment on
February 26, 2015. Services began on
February 27, 2015 at [redacted] St, [redacted], TX [redacted].
On February 28, 2015, Mr. [redacted]
contacted our Customer Care Center requesting to cancel his enrollment. The agent advised Mr. [redacted] an order was
logged to return his premise to the previous provider.
On March 2, 2015, Direct Energy
submitted a request to [redacted] to regain premise [redacted] St, [redacted], TX,
back to the date of loss.
On March 6, 2015, Direct Energy
generated a final invoice for usage received from Oncor in the amount of
$319.75 due by March 25, 2015; which included a $295.00 Early Cancellation
Penalty (ECP).
On March 18, 2015, Mr. [redacted] contacted
our Customer Care Center regarding the $295.00 ECP assessed on the final
invoice. Mr. [redacted] was advised the
$295.00 ECP is valid as he completed a new enrollment which ended the recession
process.
On March 26, 2015, Direct Energy waived
the $295.00 ECP.
A complaint analyst attempted to contact
Mr. [redacted] without success.
COMPANY RESPONSE:
Direct Energy deems Mr. [redacted] was validly assessed the $295.00
Early Cancellation Penalty (ECP)as he completed a new enrollment which ended
the recession process. However, in the
interest of customer service Direct Energy waived the $295.00 Early
Cancellation Penalty. Mr. [redacted] can
expect to receive a refund in the amount of $303.90 in 4 to 6 weeks.
A complaint analyst attempted to contact
Mr. [redacted] 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
satisfactory. If Mr. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
Good Afternoon, Please find the attached response for your review.
December 24,
2014
RevDex.com case #: [redacted]
Account
#: [redacted]
COMPLAINT SUMMARY:
Mr. [redacted] stated he renewed his contract in July
2014. He states he...
selected a rate which
had an incentive of a $400 [redacted] gift card after making four consecutive on-time
payments. Mr. [redacted] states it has
been 6 months and he has not received his gift card. Mr. [redacted] states he was advised by Direct
Energy he will receive $200 after 3 consecutive payments and the balance of
$200 after remaining a customer for one year.
Mr. [redacted] states he has made his on-time payments. He wants to receive the $400 in a [redacted] gift
card and to have his contract cancelled and be returned to his expired rate of
$0.084 /kWh.
SUMMARY OF INVESTIGATION:
Direct Energy records confirm [redacted] has been a customer at [redacted] since January 13, 2012.
Mr. [redacted] contacted Direct Energy on
July 22, 2014 to renew his contract. He
requested a rate he saw on-line which contained a $400 [redacted] gift card
incentive. Mr. [redacted] renewed on the
Price Advantage Plan with a contract term for 24 months, an energy charge for
$0.1135 /kWh, and an average rate for $0.116/kWh, and a minimum usage fee of
$9.95 if usage falls below 999 kWh. The
fulfillment terms of the rate were provided on-line and the customer service
agent stated during the renewal call the first $200 gift card notification will
be sent by E-mail after 3 consecutive on-time payments and the remaining $200
will be by E-mail after 12 months of service.
Mr. [redacted] accepted the renewal rate and terms of service. A copy of the renewal call and Electricity Facts
Label is attached.
Mr. [redacted]’s new rate was effective on
the August 12, 2014 Invoice. On-time
payments were received for August, September and October 2014.
Mr. [redacted] contacted Direct Energy on
November 11, 2014 and was advised an E-mail would be sent to him at [redacted]. Upon
receipt of the E-mail, he would select a [redacted] or [redacted] gift card and it would
be received in the [redacted] mail 4-6 weeks after his selection.
Mr. [redacted] called and spoke to a
Direct Energy supervisor on December 15, 2014.
The terms of the incentive were reviewed. Mr. [redacted] disputed the terms of the
incentive and asked to have his plan changed to the lowest rate available and
to be back dated to July 22, 2014.
A Revdex.com complaint was received
on December 16, 2014 and a hold was placed on the account.
The complaint analyst spoke to Mr.
[redacted] on December 16, 2014 and verified his E-mail and premise
address. He confirmed he did not receive
the [redacted] gift card E-mail advising him to select a [redacted] or [redacted] card. An inquiry was made to the gift card vendor
and a request was made to have Mr. [redacted]’s choice of a [redacted] card for $200 mailed
directly to his home. He was advised normal
processing time for the card may take 4-6 weeks. The analyst requested an expedited
fulfillment with the vendor and it was confirmed, the $200 [redacted] gift card will
be mailed to Mr. [redacted] at his address of record. Mr. [redacted] was advised after 12 months of
service with Direct Energy, he will receive an E-mail advising him to select
the type of gift card desired. The card
will be mailed to his address of record.
The previous 12 month rate for $0.084 /kWh,
which Mr. [redacted] was on, is not an available rate. The rate expired, for Mr. [redacted]’s account,
on July 11, 2014. Mr. [redacted] was
advised he could not be returned to his old rate which he understood.
Mr. [redacted] thanked the analyst for
the explanation and confirmed his understanding of the terms of the incentive
fulfillment.
COMPANY RESPONSE:
Direct Energy has a valid renewal for a 24 month Price Advantage
Plan. The rate includes a $400 incentive
to be mailed in the form of a $200 gift card after three consecutive on time
payments. The second portion of the
incentive will be mailed to the customer after 1 consecutive year as a Direct
Energy Customer. After a customer
selects the gift card type by E-mail, the card will be mailed and received in 4-6
weeks.
A complaint analyst spoke with Mr. [redacted], and advised 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 satisfactory. If [redacted] has any further questions regarding this
matter, Direct Energy would be more than
happy to discuss this resolution further.
Attachments:
July
22, 2014 Renewal Call
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 10335231, and find that this resolution would be satisfactory to me.
December 22,
2014
RevDex.com Case: [redacted]
Account
#: [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states she is disappointed her payment
arrangement has been broken. Ms.
[redacted] states she made a payment on December 1, 2014 which did not post...
to
the account for 2-3 days. She states she
was told if a payment was made on the due date the agreement should still be in
place. Ms. [redacted] states she does not
understand the billing process where a payment made on the same day it is due is
considered past due.
SUMMARY OF INVESTIGATION:
Direct Energy records confirm [redacted]
[redacted] has been a customer at [redacted] since
December 26, 2008.
Ms. [redacted] contacted Direct Energy on September
29, 2014 regarding a past due balance for $648.58. She was offered a Deferred Payment Plan
(DPP) to assist her in managing the outstanding balance. Ms. [redacted] agreed to make a down payment
for $165.00 by October 3, 2014. Three future installments were set to be paid
as follows: $161.58 by October 30, 2014,
$161.00 by December 1, 2014 and $161.00 by December 31, 2014. The DPP requires installments and current
bills to be paid in full and on time to prevent the plan from being broken. A copy of the DPP is attached.
On October 28, 2014 the invoice billed current
charges in the amount of $125.13 due by November 14, 2014. A copy of the invoice is attached.
A credit card payment for $161.00 was
posted to the account on December 1, 2014
A Disconnection Notice was mailed on December
2, 2014 for $286.13 due by December 15, 2014 to prevent a disconnection of
service. The amount due immediately was
the balance of the October 28, 2014 invoice in the amount of $125.13 and the
last DPP installment for $161.00.
On December 12, 2014 Ms. [redacted]
contacted our Collections Department regarding her broken DPP. She was advised her payment plan had broken
due to the payment for $125.13, on her October 28, 2014 invoice having not been
paid. After explaining why her DPP
broke, a payment extension was placed on the account for $286.13 to be paid by
December 18, 2014.
A Revdex.com complaint was
received on December 15, 2014.
A complaint analyst spoke to Ms.
[redacted] on December 17, 2014 and explained the requirements of the DPP needed
to be met to prevent breaking the DPP.
She was offered a revised DPP as a customer courtesy, due to her
misunderstanding. A new DPP was established
for the outstanding balance of $358.57.
Four installments were agreed to as follows: $126.00 to be paid by December 19, 2014,
$78.57 to be paid by January 13, 2015, $77.00 to be paid by February 13, 2014
and the final installment of $77.00 by March 13, 2015. The requirement to pay all future monthly
charges and installments on time was reviewed and Ms. [redacted] stated she
understood the DPP terms. A copy of the
DPP is attached.
As a gesture of goodwill the analyst
deleted an unbilled $29.95 collection recovery fee for the December 2, 2014
Disconnection that had not yet been invoiced.
The first DPP installment for $126.00
was made December 18, 2014.
COMPANY RESPONSE:
Direct Energy can confirm Ms. [redacted] established a Deferred
Payment Plan (DPP) on September 29, 2014.
The participation in the DPP requires the timely payment of not only the
DPP amount, but also the current charges on the monthly invoices. When the required payment amounts were not
received, the DPP was broken and Direct Energy validly issued a Disconnection
Notice.
The complaint analyst provided a detailed explanation of the terms
of the DPP, and as a courtesy established a new DPP for Ms. [redacted].
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, Energy would be more than happy to discuss this
resolution further.
Attachments:
September
29, 2014 Deferred Payment Plan
October
28, 2014 Invoice
November
27, 2014 Invoice
December
2, 2014 Disconnection Notice
December
17, 2014 Deferred Payment Plan
After receiving a complaint through [redacted] on August 19, 2015, the remittance department was contacted in order to expedite the duplicate payment refund. The refund check was mailed August 21, 2015 and Ms. [redacted] should receive the check within 7-10 business days (dependent upon [redacted]...
delivery). In the interest of customer service, a one-time credit of $100.00 has been applied to Ms. [redacted] account to compensate her for the fees and late charges she incurred as a result of the duplicate payment. [redacted] apologizes for any inconvenience.As of August 25, 2015, Ms. [redacted] remaining balance after the credit was applied is $108.37 and is due by August 26, 2015.
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 2/1/2015 (the same as I received in March variable to fixed) I would not have waited for my 3/17/2015 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 2008 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 2 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 10 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, 2015 7:36 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 attached. Thank you, Direct Energy’s Office of the President Department Email Disclaimer
SUMMARY
OF INVESTIGATION:
On May 19, 2015, Mr. [redacted] contacted our Enrollment
Center stating he applied online on May 18, 2015, to switch services to Direct
Energy for address [redacted], Fort Worth, [redacted]. He further
states he received an email stating the...
application was unsuccessful, and
advised him to contact Direct Energy for further assistance. Mr. [redacted] provided account number [redacted],
but was advised by the enrollment agent the account number was invalid. The agent processed a new enrollment and
provided Mr. [redacted] with account number [redacted]. The agent further states the new enrollment
was flagged for additional verification by the Direct Energy Credit and Debt
Team. The agent advised Mr. [redacted] to
submit a copy of his Social Security Card and Driver’s License for further
review.
On May 19, 2015, Direct Energy received notification
the enrollment was unsuccessful due to a fraud alert for the above mentioned
address.
On May 20, 2015, a Direct Energy credit analyst
attempted to contact Mr. [redacted] regarding the credit exception.
On May 20, 2015, a Direct Energy credit analyst
spoke with Mr. [redacted] and requested a fax copy of his Social Security Card and
Driver’s License. The agent further stated once the requested information was
verified he would be notified of the enrollment completion, and deposit
requirement if applicable.
On May 20, 2015, a credit analyst notified Mr. [redacted]
that no deposit is required. The analyst
confirmed the second enrollment was a success.
On June 30, 2015, Direct Energy invoiced Mr. [redacted]
for 310 kWh of usage received from [redacted] in the amount of $31.18, due by June
22, 2015.
On June 11, 2015, an online payment in the amount of
$31.18 posted to inactive account [redacted].
On July 3, 2015, our Collections Department
contacted Mr. [redacted] regarding a past due balance in the amount of $31.18. Mr. [redacted] advised the agent the payment of
$31.18 was made online on June 12, 2015.
In addition, Mr. [redacted] provided payment reference number 1[redacted]. The agent advised Mr.
[redacted] the payment of $31.18 posted to an inactive account. The agent further stated the payment of
$31.18 would be transferred to the correct account number of [redacted]. Mr. [redacted] further stated following a password
reset he was unable to access his online account. The agent advised Mr. [redacted] to speak with our
Customer Care Center regarding difficulty accessing his online account. Our records reflect Mr. [redacted] was transferred
to customer service.
On July 3, 2015, Mr. [redacted] spoke to a customer
service agent. He stated he made a
payment to an inactive account. Mr. [redacted] further stated he experienced
difficulty updating the username for his online account. The agent advised Mr. [redacted] our records reflect
the username already exists. Mr. [redacted]
requested to speak with a supervisor.
Our records reflect the call was transferred to a supervisor.
On July 3, 2015, Mr. [redacted] requested a new username
for his online account. The agent stated
we are unable to accommodate his request for a new username as the username he
requested was taken. The agent
reiterated a transfer was in progress to transfer a payment of $31.18 to the
correct account. Mr. [redacted] stated his
dissatisfaction with the process and ended the call.
On July 7, 2015, a payment in the amount of $31.18
was transferred from inactive account number [redacted] to active account
[redacted].
A complaint analyst attempted to contact Mr. [redacted]
on July 7, 2015, July 8, 2015, and July 10, 2015; however, was unsuccessful in
contacting him. Voicemail messages were
left requesting he contact the analyst. To date the analyst has not received a
return call.
COMPANY
RESPONSE:
Mr.
[redacted] completed an enrollment on May 19, 2015, for premise [redacted]
S, Fort Worth, [redacted]. However, the enrollment was postponed due to a
fraud alert for the aforementioned address.
On May 20, 2015, a Direct Energy credit analyst requested Mr. [redacted]
submit a copy of his Social Security Card and Driver’s License. Once the
information was verified the enrollment was processed. Due to agent error a second enrollment was processed
which resulted in the creation of a second account number [redacted]. The
creation of the second account caused the initial account [redacted] to become
inactive. On July 7, 2015, the payment
of $31.84 was transferred to the active account [redacted]. In addition, per Mr. [redacted] initial username was
reinstated.
A
complaint analyst attempted to contact Mr. [redacted] to no avail.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.
Good Afternoon, Please find the following response for review. Thank you, [redacted] Office of the President
September 18,
2015
[Complaint No:
[redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
[redacted] states he was told his rate...
with Direct Energy would be $0.06/kWh. Mr. [redacted] states his rate is $0.11/kWh. Mr. [redacted] states he paid an Early Cancellation
Fee of $200 to [redacted] Energy, because he was told he would make up the
difference in 2 months. Mr. [redacted] states
he has not saved anything, and his rate is about the same as it was with
[redacted]. Mr. [redacted] states Direct Energy
offered to change him to a different plan he liked better and that was
done. Mr. [redacted] states he has been asked
to return the [redacted] Thermostat for the previous rate, and has been charged a
$300 fee until the thermostat is returned.
Mr. [redacted] asks for the $300 fee to be cancelled because he feels he was
lied to.
SUMMARY
OF INVESTIGATION:
Direct Energy (DE) confirms [redacted] has been a
customer with Direct Energy at [redacted] since
June 30, 2015.
Mr. [redacted] completed an enrollment on June 29, 2015
for a 36 month [redacted] Comfort and Control Plan.
The average price for 2000 kWh is $0.112/kWh, energy charge of $0.065/kWh,
a $4.95 monthly base charge, and a $295 Early Cancellation Fee. The plan includes a [redacted] Thermostat to be
delivered in 4-6 weeks by [redacted]-** after the plan begins.
A copy of the Electricity Facts Label (EFL) and the
recorded enrollment call is attached.
Mr. [redacted] acknowledged during his enrollment that
the agent has left him a copy of the Terms of Service and Electricity Facts
Label and a form to cancel the enrollment with no penalty within 3 business
days. Mr. [redacted] acknowledged that DE
will not be responsible for his previous representatives Early Cancelation Fee
(ECF).
The [redacted] Thermostat was sent by [redacted]-** on July 16,
2015 with tracking number [redacted]. Mr. [redacted] confirmed he received the device.
On August 2, 2015, an invoice was issued for June
30, 2015 to July 31, 2015. Usage was for
1,704 kWh and the energy charge was the agreed rate $0.065 and totaled $110.76. AEP Texas Central Delivery Charges were
$76.83. The delivery charges are $9 per
month and $0.03981/kWh as detailed in the EFL.
A copy of the invoice is attached.
On August 6, 2015, a collection call was placed to
[redacted] advising him of an overdue balance for $193. Mr. [redacted] stated he disputed the delivery
charges as he was not saving any money from his rate with [redacted] who had charged
him $200 to terminate his contract. Mr.
[redacted] was advised of the $295 cancellation fee if he cancelled.
On August 6, 2015, Ms. [redacted] called back to
request a Move Out. She was transferred
to a representative to discuss the dispute.
Ms. [redacted] stated they were told they would begin to see a savings after
several months of using the [redacted]. Ms.
[redacted] stated she was satisfied with the energy charge for $0.065, but did not
agree with the delivery charge which made the average price $0.113/kWh. The agent offered a different rate for an
average price of $0.098/kWh for 2000 kWh, an energy charge for $0.051/kWh, a
$4.95 monthly base charge and a $135 Early Cancellation Fee. The AEP Central Delivery charges do not
change. Delivery charges are dependent
on the number of kWh delivered to the premise for charges of $9 per month and
$0.03981/kWh. The rate was accepted and
placed on the account immediately. The
agent advised he would request a waiver of the $295 ECF for the [redacted] thermostat,
but he could not promise it could be waived.
.
On September 2, 2015, an invoice was issued for July
31, 2015 to August 31, 2015. The energy charge is $0.051/kWh, the new rate
which was provided to the customer for their satisfaction. The invoice included a $295 Early Cancellation
Fee for cancellation of the [redacted] rate plan. A copy of the invoice is attached.
On September 8, 2015, Mr. [redacted] called to ask if
the ECF for $295 would be waived. Mr.
[redacted] was advised Direct Energy will waive the $295 ECF once the [redacted] thermostat
is returned, and he provides the tracking number for the return of the device. The agent contacted [redacted] for the customer to
obtain a return label. The return label was emailed to [redacted].
On September 10, 2015, a Revdex.com
complaint was received and a hold was placed on the account.
A complaint analyst reviewed the enrollment call
and determined the [redacted] rate was correctly provided to Mr. [redacted] on June 29,
2015. No calls were made during the 3
business day rescission period to cancel the rate.
The analyst contacted Mr. [redacted] and provided the findings. He stated that they had actually liked the
[redacted] rate but did not like the AEP Central Delivery charges. It was pointed out to him that his average
cost on both the August 2, 2015 and September 2, 2015 invoices are the same. Mr. [redacted] stated he was out $200 for the
Early Termination Fee (ECF) from his previous provider. He was reminded that previous ECF was not
part of the Direct Energy contract, and he accepted and acknowledged that
disclosure during the enrollment call on June 29, 2015.
Mr. [redacted] was offered two options in an effort to
satisfy his dispute. Mr. [redacted] may
return the [redacted] Thermostat and provide the tracking number, and DE will remove
the $295 ECF from his account. He will
remain on his current rate and I will place a $50 credit on his account. Mr. [redacted] was optionally offered to return to
the [redacted] Rate and have the $295 ECF credited to his account. The [redacted] rate is provided in conjunction with
the [redacted] thermostat. He stated he would
discuss the option with his wife and call me back. The analyst is prepared to provide either
option when Mr. and Ms. [redacted] make a decision.
COMPANY
RESPONSE:
Direct
Energy confirms a valid enrollment was completed by [redacted] on June 29,
2015, for a 36 month [redacted] Comfort and Control Plan. The plan utilizes a [redacted] thermostat that is
sent to the customer 4-6 weeks after the enrollment. Mr. [redacted] acknowledged he received and
installed the thermostat.
Mr.
[redacted] was changed to a new rate during his call on August 6, 2015, and the rate
became effective in the next invoice issued on September 2, 2015. Mr. [redacted] was required to return the [redacted]
thermostat to have the $295 Device Cost Recovery Fee credited to the
account.
Direct
Energy has alternatively provided the resolution to Mr. and Ms. [redacted] to return
the [redacted] thermostat and receive a $50 account credit, or return to the [redacted]
Rate plan and Direct Energy will credit the $295 fee back to his account.
Mr.
and Ms. [redacted] are undecided, and state they will contact the analyst when they
make a decision on which plan they would like.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.
Attachments:
June
29, 2015 Enrollment call
Electricity
Fact Label – [redacted] Rate
August
2, 2015 Invoice
Electricity
Fact Label [redacted]
September
2, 2015 Invoice
v
September 2,
2016
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states that two payments were made to Direct Energy for the amount of
$195.00. While her next invoice was not due until September 6, 2016,...
her
services were interrupted on August 25, 2016. When speaking with customer
service, she was advised that service would be restored in twenty-four hours.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer at
[redacted] since December 2, 2013.
On August 8, 2016, she was issued a Disconnection
Notice for the past due amount of $187.23, due August 19, 2016.
On August 18, 2016, we received two payments in the
amount of $195.00.
On August 22, 2016, the duplicate payment was
reversed at her request. Due to a system error, the Disconnection Order was
dispatched to the utility as a result of the payment reversal.
On August 25, 2016, her services were disconnected.
On August 26, 2016, a Reconnection Order was
dispatched after Ms. [redacted] reported the interruption to the Customer Service
Department. She was reconnected later that morning.
On September 1, 2016, a complaint analyst spoke with
Ms. [redacted] regarding the investigation.
COMPANY
RESPONSE:
Ms.
[redacted] was issued a Disconnection Notice for a past due amount on her
account. Two payments were received towards the account; however, one of the
payments was a duplicate. On August 22, 2016, the duplicate payment was
reversed. Due to a system error, a Disconnection Order was dispatched to the
utility, and Ms. [redacted] was disconnected on August 25, 2016.
After
speaking with the Customer Service Department on August 26, 2016, a
Reconnection Order was dispatched, and Ms. [redacted] was reconnected later that
same morning.
A
complaint analyst spoke with Ms. [redacted] and explained the Disconnection Order
was dispatched in error. To compensate for losses experienced due to the
interruption of service, the analyst offered to provide a $200.00 bill credit.
Ms. [redacted] accepted the credit and was satisfied.
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 matter further.
Good Afternoon, Please see the below response for review. Thank you,
October 1,
2015
[Complaint No:
[redacted] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states he was told by a customer service representative there were no
Early Cancellation Fees associated with cancelling his account. Mr. [redacted] states he was charged a $200 Early
Cancellation Fee after switching providers.
Mr. [redacted] states he called Customer Service to sort out the issue, and
states he was not called back at the time he was told he would be called. Mr. [redacted] stated he was advised the Early
Cancellation Fee was to be credited back, but the credit was pending so he
received a collection call.
SUMMARY
OF INVESTIGATION:
Direct Energy confirms [redacted] was a customer
at [redacted] from July 7, 2010 to July
1, 2015.
Mr. [redacted] was enrolled in a 24 month fixed rate
which began August 24, 2013 and was to expire on August 24, 2015.
Each invoice issued to Mr. [redacted] reflects the contract
expiration date as August 24, 2015 in his account details.
On June 18, 2015, Mr. [redacted] contacted our Customer
Service Center to inquire if he had an Early Cancellation Fee. The customer service agent advised him
incorrectly that she did not see a fee associated with his account.
On June 29, 2015, an Inbound Drop was received from
the Market.
On July 3, 2015, the final invoice was issued and
included a $200 Early Cancellation Fee (ECF).
On July 29, 2015, Mr. [redacted] contacted Direct Energy
to make a payment for $50.78 on his account.
He disputed the $200 ECF, and an inquiry was initiated.
On August 18, 2015, Mrs. [redacted] contacted our Customer
Service Center and requested a callback regarding the ECF dispute. A complaint was opened on her behalf.
On September 27, 2015, a Revdex.com
complaint was received and a hold was placed on the account.
A complaint analyst determined that the previous
review of the account initiated in July 2015 was incorrectly noted by the agent.
It was stated Mr. [redacted] had accepted a 24 month contract in August 2013, and
that he cancelled his contract before the expiration. The agent did not review the June 16, 2015
call where Mr. [redacted] was incorrectly advised he did not have an ECF. The error caused Mr. [redacted] to receive
collection calls.
On September 28, 2015, the $200 ECF was waived, and
a corrected invoice was issued to Mr. [redacted].
The collection agency was notified to remove all collection activity
from the account.
The analyst spoke with Mr. [redacted] and advised him of
the findings. Mr. [redacted] appreciated the
follow-up and accepted the resolution.
COMPANY
RESPONSE:
Direct
Energy confirms that Mr. [redacted] renewed in a 24 month contract on August 13,
2013. All invoices state the expiration
date of his contract as August 24, 2015.
Mr. [redacted] contacted customer service on June 18, 2015 to ask if he would
be charged an Early Cancellation Fee (ECF) if he switched providers. Due to incorrect information provided to Mr.
[redacted] that he would not be assessed a fee, he switched providers. The final invoice charged a $200 ECF per the Terms
of Service; however, the ECP was later reversed, the account was recalled from
collections, and the account was closed with a zero balance.
A
complaint analyst has provided our findings and resolution to Mr. [redacted] and he
is in agreement.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.
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 [redacted], and find that this resolution would be satisfactory to me.
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.
I found no response attached in the email I was sent. Other than that, I was contacted by the company on Thursday October 1, 2015. Their representative offered no resolution to the problem other than to offer the same response I received initially. I tried to make her understand that I was well aware that I signed a contract that stated there would be a fee for the thermostats if I ended the term early. However, when their salesman informed me that I could potentially be charged by [redacted] for the thermostats, I asked if the fee would be waived if I returned the items. He said yes. Any information I read following the salesman's claim that I could return the thermostats was not fully understood as I was under the impression that the thermostats should simply be returned before cancelling service. Also, [redacted] stresses that they do not have a cancellation fee. This is not the case, either. Their cancellation fee is $200 for their thermostats, even though it isn't framed that way. What's more, the [redacted] salesman looked at my bill and said that the rate they charged was cheaper, and he also claimed to be a "preferred provider" of First Energy/Toledo Edison company which was not the case. I feel like the entire sales call was disingenuous and misleading. I do not doubt a bit of ignorance on my part with the entire process of switching utility suppliers, and trusted that this man from a supposed reputable company would be the consultant he was intended to be and at least offer honesty and if nothing else, full knowledge of his product before selling it. Their solution of giving me a phone number to call Nest to attempt to return it is not acceptable. They need to waive the $200 fee, and hopefully, accept return of the merchandise.
Regards,DeQuaina [redacted]
February 3,
2016
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states he contacted Direct Energy on July 31, 2015 to establish services
with a plan that included free weekends, using his debit card to pay...
for
services. He later learned that his services did not become active, and was
assessed charges from his apartment complex. Once he was able to get services
established with Direct Energy, he was then assessed charges that were not
consistent with the rate he agreed to.
SUMMARY
OF INVESTIGATION:
Our records reflect Mr. [redacted] enrolling services
with Direct Energy on July 16, 2015 at [redacted] under
a plan that included free Saturdays. A soft credit check was assessed during his
enrollment. A soft credit check does not impact a person’s credit report. Mr.
[redacted] was assessed a $50.00 deposit, which he paid the following day.
On July 17, 2015, prior to services becoming active,
the enrollment was cancelled due to customer request. This is typically done
when the premise is acquired by another Retail Energy Provider.
On August 27, 2015, Mr. [redacted] contacted customer
service to inquire as to why services were not active with Direct Energy. He
was advised of the cancelled enrollment. A soft credit check was performed as
it is standard procedure for processing an enrollment. The assisting agent
performed a new enrollment and attempted to use the free Saturday rate
previously selected.
Mr. [redacted]’s free Saturday rate did not take effect
on his account. He was sent invoices on the following dates:
September 17, 2015
October 11, 2015
November 10, 2015
December 11, 2015
On December 18, 2015, a rate inquiry was initiated
to address Mr. [redacted]’s rate issue.
On December 21, 2015, Mr. [redacted]’s account was
updated to reflect the correct free Saturday rate. In addition, all previously issued
invoices were reversed, and re-billed according to the correct rate on December
28, 2015.
On February 1, 2016, a complaint analyst was able to
speak with Mr. [redacted] to discuss the enrollment cancellation, as well as the
rate issue that had since been resolved. Mr. [redacted] stated he agreed to a rate
that included both free Saturdays and Sundays, the analyst advised he would
review the call and contact Mr. [redacted] with an update.
Further review of the call confirmed Mr. [redacted],
while inquiring about free weekends, was advised by the agent that such a plan
was not available, and Mr. [redacted] agreed to a rate that included free
Saturdays. The analyst attempted to follow up with Mr. [redacted] on February 2,
2016 and February 3, 2016 without success.
In recognition of the inconvenience regarding the
rate issue a complaint analyst applied a goodwill credit to Mr. [redacted]’s
account in the amount of $127.41, leaving Mr. [redacted] an account balance of $0.00.
COMPANY
RESPONSE:
Mr.
[redacted] contacted Direct Energy on July 16, 2015 to establish services with a
rate that included free Saturdays. A soft credit check was performed, which
does not affect his credit report. He was assessed a $50.00 deposit, for which
he used his debit card to submit the payment.
Prior
to services becoming active, we received a customer requested cancellation,
which typically occurs when a customer enrolls with a new provider. As a
result, services did not become active.
Mr.
[redacted] later spoke with Direct Energy on August 27, 2015 to inquire about
services. He was advised a new enrollment would be required and was processed. A
soft credit check was performed as it is standard procedure for processing an
enrollment. A soft credit check does
not impact a person’s credit report.
The
agent attempted to use the same free Saturday rate Mr. [redacted] previously agreed
to; however, the system failed to apply the rate. As a result, he was issued four
invoices between September and December 2015 with the incorrect rate. These
invoices were later reversed and rebilled to the correct rate.
On
February 1, 2016, a complaint analyst was able to speak with Mr. [redacted] to
discuss the enrollment cancellation, as well as the rate issue that had since
been resolved. When Mr. [redacted] stated he agreed to a rate that included both
free Saturdays and Sundays, the analyst advised he would review the call and
contact Mr. [redacted] with an update.
Further
review of the call confirmed Mr. [redacted] was advised by the enrollment agent
that such a plan was not available, and Mr. [redacted] agreed to a rate that
included free Saturdays.
A
complaint analyst attempted to follow up with Mr. [redacted] on February 2, 2016
and February 3, 2016 without success.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has
any further 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 [redacted], and find that this resolution would be satisfactory to me. My thanks to the Revdex.com for their assistance in this matter.[redacted]
August
14, 2015
Account
# [redacted]
Dear Ms. [redacted],
Thank you for contacting [redacted] with
your concerns. At [redacted] our
goal is to provide you with the exceptional service you deserve. We have received concerns regarding...
collection
activity on a final balance you have previously submitted payment for. Please accept our apologies for any
inconvenience this issue may have caused.
A complaint agent contacted you on August 14, 2015
and advised you [redacted] has removed the account from all collection
activity and a request to update the Credit Bureaus has been issued. The Credit Bureaus may take up to 90 business
days to update their records.
[redacted] prides itself on maintaining a high level of customer service, and
we regret anything that may have been considered unsatisfactory. If you have any
further questions regarding this matter, [redacted] would be more than
happy to discuss this matter further. Thank you.
Sincerely,
Laura
Office
of the President
[redacted]
v
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. I received a call from LC at Direct Energy from phone number [redacted], and left a voicemail for me to contact ehr back. They hAve an account for me at [redacted]. I work long hours at a hospital so I am unable to return calls during normal hours but I am able to be reached at [redacted] and I will try to call on my lunch, which is only 30 minutes long and the hold time I have to wait is just terrible. If I do no have an account, then I would like to know who contacted me.Regards,
Revdex.com:
This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/19/2014 10:12:10 AM and assigned ID [redacted].
Regards,
April 25, 2016 [Complaint No: [redacted]] – Trevor [redacted] Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states he received a statement from Direct Energy advising he owed $57.22 when his final account balance was $50.44. Mr. [redacted] states he contacted the third party...
agency who acquired the debt to resolve the debt without success. He further states Direct Energy has reported information that has negatively impacted his credit score. SUMMARY OF INVESTIGATION: Mr. [redacted] had been a Direct Energy customer at [redacted] from July 9, 2014 to October 24, 2014. On October 16, 2014, he was issued an invoice for the amount of $50.44. This invoice included current consumption charges of $70.20, and a previous credit balance of $19.76. On October 26, 2014, Mr. [redacted] was mailed his final invoice for the amount of $57.22, due November 12, 2014. This invoice included consumption charges of $6.78, and a previous balance of $50.44. Between November and December 2014, notes reflect Mr. [redacted] contacting Direct Energy to advise he satisfied his final balance. Agents were unable to locate a payment and requested he submit a copy of his bank records. Account notes do not reflect the receipt of these documents. On December 15, 2014, Mr. [redacted] unpaid debt was forwarded to a third party collection agency. On April 25, 2016, a complaint analyst was able to speak with Mr. [redacted] and advise a copy of his bank statements were required to attempt a payment trace. Mr. [redacted] advised he would provide the documents within the next week. COMPANY RESPONSE: Mr. [redacted] unpaid final account balance of $57.22 was forwarded to a third party collection agency on December 15, 2015 after Direct Energy agents were unable to perform a payment trace as account notes did not reflect the receipt of the requested documents. A complaint analyst was able to reach Mr. [redacted] on April 25, 2016 and advised the documents are required to trace the missing payments. Mr. [redacted] stated he would provide the documents to the analyst within a week. At this time, we are currently awaiting the documents and will follow up with Mr. [redacted] at a later time. Tell us why here...
September 30,
2014
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
[redacted] states she originally enrolled services under a free
Saturday E-plan. She 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 plan. She was offered an “executive membership plan” rate of $0.094/kWh
and a $100.00 deposit was required, which she later paid. She later received a
bill for $261.00 that was based on 1,850 kWh. She 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, 2014 at premise address [redacted]. Our records reflect [redacted] completed an enrollment and
a rate change on July 30, 2014. The original enrollment was completed with the
Executive Membership Plan. She 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, 2014 in the amount of $29.46, and the second on
September 11, 2014 in the amount of $260.11. 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 rate. Account
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 change. The August 17, 2014 invoice
was adjusted to $42.34 and the September 11, 2014 invoice was adjusted to
$203.09.
[redacted] was assessed two previously
invoiced AutoPay Breakage Fees on her adjusted August 17, 2014 invoice in the
amount of $30.00 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 362 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, 2014 and September 30, 2014,
but was unsuccessful in contacting her.
COMPANY RESPONSE:
[redacted] performed an enrollment and a rate change on July 30,
2014. She first performed the enrollment on the Executive Membership rate, and
shortly after, changed her rate to the Free Saturday E-plan. As 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 changes. As
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 Saturdays. Further adjustments are being made to remove two
$15.00 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 satisfactory. If [redacted] has any further questions regarding this matter, Direct Energy would be
more than happy to discuss this resolution further.