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Please find attached our letter of response to Ms. [redacted]'s concerns.  If we can be of further assistance, please feel free to contact us at 1-866-670-6771.Office of the President DepartmentDirect Energy Services

Sent: Thursday, July 30, 2015 8:46 AM To: drteam Cc: Office of the President - DER Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] -Additional Information   Hello,   [redacted] accepted an unbundled rate during a renewal call on October 4, 2014.  As the Transmission and Distribution Utility (TDU) may increase their charges each year, unbundling will eliminate [redacted] Retail Energy’s absorption of those TDU fees, by allowing the increases to be passed on to the customer as allowed by the Public Utility Commission of Texas.  In addition, the customer received a welcome kit which included an Electronic Facts Label (EFL) that disclosed all existing recurring AEP Central delivery charges, excluding state and local sales taxes, and the Gross Receipts Reimbursement. [redacted] Retail Energy deems no adjustments to the account are warranted.  Please find the attached supporting documentation. L.C. W[redacted] Direct Energy [redacted] Office of the President - **

SUMMARY OF INVESTIGATION:
 
Ms. [redacted] has been a Direct Energy
customer since August 4, 2014 at [redacted]
[redacted], [redacted].
 
On August 4, 2014, Ms. [redacted] accepted a
Direct Energy offer that consisted of a $400 gift card incentive; $200
following...

three months of on time payments and the remaining $200 after the 12
month anniversary.
 
On August 31, 2014, Direct Energy
invoiced Ms. [redacted] for 1267 kWh of usage received from [redacted] in the
amount of $159.96, due by September 18, 2014.
 
On September 17, 2014, a payment of $159.46
posted to Ms. [redacted] account.
 
On October 1, 2014, Direct Energy
invoiced Ms. [redacted] for 1397 kWh of usage received from [redacted] in the
amount of $176.74, due by October 20, 2014.
 
On October 20, 2014, a payment of $176.74
posted to the customer’s account.
 
On October 30, 2014, Direct Energy
invoiced the customer for 1229 of usage received from [redacted] in the amount
of $157.22, due by November 17, 2014.
 
On November 13, 2014, Ms. [redacted]
contacted customer service regarding status of the gift card incentive.  The customer was advised she will receive an
email to select the gift card of her choice.
 
On November 14, 2014, a payment of $157.22
posted to the customer’s account.
 
On November 20, 2014, Ms. [redacted]
contacted customer service stating she had not received the email to select a
gift card.
 
On November 25, 2014, Ms. [redacted]
contacted customer service stating she has not received the gift card and has
no record of receiving an email regarding the gift card incentive.
 
On December 1, 2014, the customer
contacted customer service stating she has yet to receive the email to select a
gift card.
 
On December 3, 2014, Ms. [redacted] spoke
with a Direct Energy Supervisor regarding the status of the email to select a
gift card.  During the call the Ms.
[redacted] was advised she would receive the email soon and was instructed to check
her email trash and spam folders for the incentive email.
 
On December 4, 2014, the customer
contacted customer service regarding the status of her gift card
incentive. 
 
On December 9, 2014, a complaint analyst
escalated the gift card reque[redacted]  The
customer can expect to receive a $200 Visa gift card within 5 business days.
 
A complaint analyst spoke to Ms. [redacted]
regarding the resolution on December 15, 2014.
 
 
COMPANY RESPONSE:
 
Direct Energy sincerely apologizes for the delay in issuing the
first $200 gift card incentive following three months of on time payments. We
have issued a $200.00 Visa gift card to her address of record and Ms. [redacted]
can expect to receive the gift card in 5 business days.
 
A complaint analyst provided Ms. [redacted] with the resolution on
December 15, 2014.
 
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct
Energy would be more than happy to discuss
this resolution further.

Sent: Tuesday, January 20, 2015 8:41 AM To: drteam Subject: Complaint [redacted] In regards to complaint [redacted] Direct Energy would like to ask the Revdex.com to review the complaint details and update the status from unresolved to a resolved status. Mr. R[redacted] enrolled with Direct Energy in November of 2014, and his account went on flow on December 18, 2014. He requested his shipment of the [redacted] thermostat be expedited, however it is an automated process and cannot be expedited. The [redacted] thermostat was mailed to Mr. R[redacted] on 12/23/2014 with the following information: [redacted] Order Number [redacted] has been sent via [redacted], with tracking number '[redacted]. In addition, the $50 Visa gift card that accompanied the [redacted] thermostat was issued on 12/26/2014. The website clearly states the following in regards to the [redacted] thermostat: http://www.directenergy.com/nest/how-it-worksYou will receive the [redacted] Thermostat within 2 weeks of the date you start receiving electricity and/or natural gas service from Direct Energy. It is the position of Direct Energy that Mr. R[redacted]’s account and promotions were handled efficiently, and the complaint is resolved.  Thank you, __________________________________________ Brian J[redacted]Direct Energy ResidentialComplaints Coordinator for US North(918) [redacted]brian.j[redacted]@directenergy.com

October 2,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she was made to make a payment using his credit card; however, a
double payment was taken by Direct Energy. 
She states he spoke with several company...

representatives who state they
made an error and would refund the duplicate payment.  She states now Direct Energy is using the duplicate
payment amount towards his next invoice which is not due for 2 weeks.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer at
[redacted] Dr # [redacted], Dallas, TX since September 25, 2015.
On September 11, 2015, Ms. [redacted] submitted a
payment of $156.10. A duplicate payment for the same amount was entered the
same day. We are unable to determine if this was the result of a system error,
or customer error.
On September 15, 2015, the duplicate payment was
reversed, at her request, possibly through her financial institution.
Ms. [redacted] is welcome to contact Direct Energy’s
payment vendor, FiServ, by calling 1-888-393-9844. She may be able to obtain a
trace number for the reversal to further follow up with her bank. The time frame
in which the funds are returned are outside the control of Direct Energy.
A complaint analyst attempted to reach Ms. [redacted]
on September 30, 2015 and October 2, 2015 to discuss the matter without
success. In a voicemail, the agent did advise that she may wish to contact the
payment vendor directly and gave their telephone number.
COMPANY
RESPONSE:
Direct
Energy confirms Ms. [redacted] submitted a payment of $156.10 on September 11,
2015. A duplicate payment for the same amount was entered the same day. We are
unable to determine if this was the result of a system error, or customer
error.  Our records reflect Ms. [redacted]’
duplicate payment was reversed on September 15, 2015, at her request.
A
complaint analyst attempted to reach Mr. [redacted] 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 Ms. [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 10408748, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 Yesterday, January 28, 2015 I received a call from the company's office of the President. [redacted]. He said, in his fast delivered message, that the company sent a check on November 12, 2014 to my addres [redacted]. However Ive never received such check. I been checking my mail every week and no WTU mails was found and it was never been any communication from WTU advising they sent a check..Moreover, everytime I called the company their customer service people (in November, December and January) said the "check has been issued" they never communicated that the check has been mailed. Also in his message, [redacted] did not provided an extension to the company phone number, so has been imposible to contact him. He always calls on working hours.  He said that WTU "will issue another check and will take several weeks to arrive. Sorry that is the company's policy."To me this is totally unaceptable. WTU needs to send me my deposit ASAP as it has taken more than 12 weeks to mail. Also, the company's office of the president should leave clear instructions on how to contact them directly. WTU has not right to hold to my money as I paid all my bills and closed my account with them.I will continue with this complaint until I get my $77.89 deposit back to [redacted].[redacted]253-682-8642

May 2, 2017[Complaint No: [redacted]]  – [redacted]Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she enrolled service at the incorrect address with First Choice Power. On April 13, 2017, she states she canceled service with First Choice Power and enrolled with a...

different provider. She further states she was advised by First Choice Power that her $25 payment would be refunded in four to six weeks. She states she later received further text messages from First Choice Power stating she is being charged for service and was assessed a $2.33 fee for first time renters. She states that she contacted First Choice Power once again and was advised service still needed to be canceled. Ms. [redacted] states the account was placed under investigation. She states the account reached a negative balance of $292.05, and she was advised she would be responsible for the charges when communicating with an agent via email on April 21, 2017. SUMMARY OF INVESTIGATION: On April 9, 2017, Ms. [redacted] enrolled service with First Choice Power Power-To-Go at [redacted] via the web. A payment in the amount of $25.00 was received. On April 12, 2017, we received a request from Constellation to return the premise. On April 13, 2017, the account became active. Ms. [redacted] was assessed a $2.33 Standard Move In Fee, leaving her with a balance of $22.67. Later on April 13, 2017, notes reflect Ms. [redacted] speaking with an agent who advised an Inadvertent Switch had been logged which would result in the cancelation of the account. On April 17, 2017, account notes reflect Ms. [redacted] speaking with an agent about the status of the cancelation. Account notes reflect she was advised the Inadvertent Switch Process was still pending. Further notes reflect her speaking with an additional agent who educated her on the Standard Move In Fee. On April 21, 2017 and April 22, 2017, notes reflect agents communicating with Ms. [redacted] via email, advising her that the account cancelation is still pending due to the Inadvertent Switch process. On April 25, 2017, a complaint analyst attempted to reach Ms. [redacted] without success. On April 27, 2017, the Inadvertent Switch Process completed. The address was transferred back to the previous provider, and Ms. [redacted]’s account was closed. The charges assessed while service was active with First Choice Power had been written off, leaving Ms. [redacted] with a balance of $22.67. On April 28, 2017, her Standard Move In Fee was refunded, leaving her with her initial balance of $25.00. A complaint analyst attempted to reach Ms. [redacted] without success. On April 29, 2017, a refund was issued back to her debit/credit card for the amount of $25.00, which may take up to five business days to complete. On May 1, 2017, a complaint analyst attempted to reach Ms. [redacted] without success. COMPANY RESPONSE: Per the Inadvertent Switch process, charges assessed while service was active with First Choice Power have been written off. As a courtesy, her Standard Move In Fee was also waived, refunding her the full $25.00 payment she originally made when establishing the account. First Choice Power 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, First Choice Power would be more than happy to discuss this matter further.

DATE: April
23, 2015
[Complaint
Number: [redacted]] – [redacted]
Account #: [redacted]
 
COMPLAINT SUMMARY:
 
Mr. [redacted] states when he renewed
his contract on August 19, 2014...

for a new 2 year rate plan.  He states the Customer Service agent did not inform
him he had to pay the first three months on-time to get the first $200.00
incentive, and pay on-time through the twelfth month to get the final $200.00
incentive, for a total of $400.00 in incentives. [redacted] states he finally got
a manager to go over the call in February 2015, and at that time he was advised
to just pay the March 2015 bill on-time and the incentive will be granted. He
states his email was not on file; however, was added to the account by the
supervisor.  [redacted] states he paid
the March 2015 bill on the 11th and still has not received the incentive.
 
COMPANY RESPONSE:
 
Direct Energy confirms [redacted], has been a
Direct Energy customer since July 9, 2013 at [redacted].
 
On August 19, 2014, Mr. [redacted] was offered a
renewal rate for 24 months on a fixed base rate of $0.102, an average rate of
$0.112 based on 2,000 kWh, with a monthly customer charge of $5.00 and an early
cancellation penalty of $300.00. [redacted] was informed by the agent that
this rate included a $400.00 gift card incentive. [redacted] asked the agent
when to expect the $400.00, and in error the agent stated within one to two
billing cycles.
 
On September 19, 2014, [redacted] was advised by a
complaint analyst that according to the plan terms and conditions from August
19, 2014, he would be eligible for the first $200.00 gift card after three
on-time payments, with the remaining $200.00 available after 12 months of on-time
payments. The analyst advised as long as he remained current through October 2015,
he should get the first incentive. [redacted] stated he understood.
 
On April 17, 2015, a complaint analyst spoke with [redacted] and advised due to the renewal agent advising him he would receive the
$400.00 incentive in full, Direct Energy has granted the incentive to be sent
in full instead of receiving $200.00 after 3 on-time payments and $200 after 12
months of on-time payments.  [redacted] understood
it may be 3 to 4 weeks to receive the incentive in the mail. 
 
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.

February 26,
2015
[Complaint No: [redacted]] 
– [redacted]
Account # [redacted]
 
COMPLAINT SUMMARY:
 
Ms. [redacted] is concerned of her high invoices as well as fees,
such as the Collection Recovery Fee from January 2015 – February 2015 billing cycle.
She...

states she paid a considerable amount of money towards her account, but
still feels she owes too much.
 
SUMMARY OF INVESTIGATION:
 
Ms. [redacted] has been a Direct Energy
customer since May 29, 2014 at [redacted] Dr, [redacted], TX.
 
Ms. [redacted] agreed to a three month
fixed rate plan which included a base rate of $0.092/kWh, an average rate of $0.094/kWh
(based on 2000 kWh consumption), minimum usage charge of $9.95 if usage falls
below 999 kWh. She was specifically advised she will be placed under a variable
rate plan should she not take action once the contract expires. Ms. [redacted]
was provided with a welcome kit which provided information regarding her rate
as well as typical fees she may see on her invoices. Ms. [redacted] has been
invoiced according to her rate and usage.
 
While Ms. [redacted]’ contract expired on
August 29, 2014, she was not assessed a variable price until her December 7,
2014 invoice.
 
She was sent an invoice on January 7,
2015 in the amount of $668.34, due by January 26, 2014.
 
Ms. [redacted] submitted a payment of
$250.00 on January 15, 2015, and another payment of $248.53 on January 27,
2015. These payments brought her balance to $169.81.
 
She was sent another invoice on February
6, 2015 in the amount of $641.11. This invoice consisted of current consumption
charges of $464.01, and a previous balance of $177.10.
 
Ms. [redacted] submitted a payment of
$169.81 on February 13, 2015. She possesses an account balance of $471.30.
 
Ms. [redacted]’ account reflects a poor
payment history, and as a result, has been sent Disconnection Notices for a
past due balance on the following dates:
 
July 04, 2014
August 31, 2014
September 29, 2014
October 16, 2014
October 30, 2014
December 29, 2014
January 14, 2015
January 29, 2015
February 12, 2015
 
In addition to the $29.95 Collection
Recovery Fee being disclosed in her Terms of Service, she was further advised
of the fee with each Disconnection Notice. These fees have been assessed to the
invoices following the notices.
 
A complaint agent spoke with Ms.
[redacted] on February 24, 2014 and was able to address her original concerns.
Ms. [redacted] questioned the delivery charges on her invoice. The agent
attempted to explain the unbundling process; however, he and Ms. [redacted] could
not come to an understanding. Ms. [redacted] was provided a bill insert which accompanied
her November 6, 2014 invoice. The insert explained her rate would soon be
unbundled and explained the new charges she would soon see on future invoices.
 
COMPANY RESPONSE:
 
Ms. [redacted] has been on a variable rate since her contract
expired on August 29, 2014. She was supplied with a welcome kit which explained
typical fees she may be assessed. Due to Ms. [redacted]’ poor payment history,
she has been sent numerous Disconnection Notices, which have resulted in
Collection Recovery Fees.
 
A complaint agent was able to assist with Ms. [redacted]’ original
concerns; however, was unable to gain her understanding when attempting to
explain the unbundling process, and why she is seeing a separate line item for
Transmission and Distribution Utility delivery charges. Ms. [redacted] was sent
information back on November 6, 2014 regarding the new charge as well as the
unbundling process.
 
If
Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this resolution further.
v

April 21, 2015
[Complaint No: [redacted]] 
– [redacted]
Account #: [redacted]
 
COMPLAINT SUMMARY:
 
[redacted] states she called in
February 2015 to have services discontinued at her current address of [redacted], and will resume...

services at her new address. When
speaking with Direct Energy again on March 5, 2015, she was advised her account
was closed, and possessed a past due balance of $276.20, which would need to be
paid before processing an enrollment for her new premise.
 
She states after her account was in good
standing, she proceeded with an enrollment which required no deposit. The plan she
agreed to included a [redacted] thermostat which was to be sent in two to three
weeks.
 
She states she later spoke with an agent
on April 9, 2015, who advised the enrollment could not be located. He then
proceeded to pursue a new enrollment which required a $200.00 deposit; however,
after being put on hold the agent then stated he found the original March 5,
2015 enrollment and would be able to honor the same enrollment and waive the
$200.00 deposit.
 
COMPANY RESPONSE:
 
[redacted] was a Direct Energy customer at [redacted] since February 15, 2012.
 
[redacted] contacted Direct Energy on February 4, 2015. She
requested her current address of [redacted] be disconnected. At the time
of the call, she did not provide the new address, but stated she would call
back soon to issue the Move In for the new address. The agent advised that the
services would be discontinued on Friday, February 6, 2015.
 
The next time [redacted] contacted Direct Energy in regards to
the new premise was on March 4, 2015, a month later. Because [redacted] did
not provide a new address to process a Transfer of Service, the account
finalized on February 8, 2015. The agent explained that her current balance of
$276.27 would have to be satisfied before the new premise could be established.
[redacted] remitted payment to zero out her balance on March 6, 2015.
 
[redacted] contacted Direct Energy on March 5, 2015 to enroll her
new premise of [redacted]. [redacted] was advised a
$200.00 deposit was required to process the Move In. [redacted] was upset as
she was not advised of a deposit when she spoke with an agent on March 5, 2015
to enroll services. The enrollment did not complete because a permit was
required, and [redacted] was to follow up with [redacted], the [redacted].
 
After receiving [redacted]’s concerns, an agent spoke with her on
April 20, 2015. He advised deposit requirements are dependent on results of
each soft-based credit check.  [redacted] stated she was not advised of a deposit when she initially attempted to
establish services in March 2015. The agent advised the credit check on her
recent enrollment may have indicated an update, which would have warranted a
deposit.
 
While the deposit requirement was valid, the agent offered to
waive it should she wish to proceed with establishing services with Direct
Energy. [redacted] declined the offer, stating she already went with another
provider.
 
If [redacted] has any further questions or concerns regarding
this matter Direct Energy remains available to assist her.

June 2, 2015
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
[redacted] is attempting to receive a reimbursement for a double payment of $249.22
made to her account.
 
COMPANY
RESPONSE:
 
[redacted]...

had been a Direct Energy customer since December 2004 at [redacted], **.
 
[redacted] switched providers on April 28, 2015. She was sent her final invoice on
April 29, 2015 for the amount of $249.22.
 
[redacted] remitted payment for the full amount on May 18, 2015. Due to a system
error, the amount was drafted twice.
 
[redacted] spoke with a customer service agent in regards to the double payment.
The agent logged a reimbursement process, which would result in a check being
mailed to [redacted].
 
After
receiving [redacted]’ concerns from the Revdex.com, a complaint
agent spoke with her on June 1, 2015. He advised that he cancelled the check
from being sent, and instead reversed the funds back to her card used to make
the payment. He advised that the process can take up to seventy-two hours to
complete.
 
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.
v

Response to Revdex.com 11999074

February 24,
2015
[Complaint No: [redacted]] 
– [redacted]
Account #: [redacted]
 
COMPLAINT SUMMARY:
 
Mr. [redacted] states he will be moving to Mexico.  He further states he contacted Direct Energy
to cancel his services.  He...

states during
his call to cancel services the phone system played a series of recorded
messages and requested he select several options to reach a
representative.  Mr. [redacted] has
requested to close his account to avoid negative credit reporting.
 
COMPANY RESPONSE:
 
Mr. [redacted] has been a Direct Energy
customer since March 18, 2014.  He began
services at [redacted]. Vista Ridge Mall Dr., # 1312, Lewisville, TX.
 
On February 13, 2015, Mr. [redacted] contacted
Direct Energy to request a change in service. Our records reflect Mr. De La
Torre was advised he would need to be transferred to our Customer Service Department
to complete his request, at which time the call was transferred into the queue
for our Customer Service Center.  Direct
Energy has no record of Mr. [redacted] speaking with Customer Service representative
to complete the request.
 
A complaint analyst attempted to speak
with Mr. [redacted] without success.  In order to process Mr. [redacted]’s request to cancel the account he will need to contact
our Customer Service Center or speak with our complaint analyst.
 
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, Attached is the response for your review.  Thank you,
DATE:  May 22, 2015
[Complaint No [redacted]] 
– [redacted]
Account #:  [redacted]
 
COMPLAINT SUMMARY:
 
[redacted] states she contacted Direct Energy (DE) on May
13,...

2015 to inquire about an [redacted] Delivery Charge for $80.53.  Ms. [redacted] states she was advised the charge
is an [redacted] charge to delivery electricity to her premise.  She states she feels the charge does not give
enough detail because it is not broken down. 
Ms. [redacted] states she contacted DE on April 22, 2015 to inquire when
she would receive an online reward she signed up for in via her online account
manager.  She states she should receive a
$25 reward and be provided an explanation of the [redacted] Delivery Charge.
 
SUMMARY OF INVESTIGATION:
 
Direct Energy (DE) confirms [redacted] and Brian [redacted] have been customers at [redacted] since September 16, 2004. 
 
On April 23, 2015 Ms. [redacted] completed
an online renewal for a 24 month Free Power Saturday plan with an average price
of $0.085/kWh and an Energy Charge for $0.060/kWh.  The Electrical Facts Label (EFL) was mailed
to Ms. [redacted] which details the [redacted] Delivery Charges of $5.25 per month and
$0.0329/kWh.  A copy of the EFL sent to
the customer and her online renewal is attached.
 
On April 27, 2015 Ms. [redacted] opted into
the Shoppers Reward Program through her online account manager.  The customer will be notified of the first
reward eligibility after 6 months of on-time payments from the reward selection
date. An email will be issued that prompts her to select the gift card.  At present, Ms. [redacted] has not met the
criteria to receive the reward.
 
On May 12, 2015 an invoice was processed
for $145.38, due May 29, 2015.  A copy is
attached.
 
Ms. [redacted] contacted customer service
on May 13, 2015 to inquire about her delivery charges.  She asked to speak to a supervisor and was
transferred.  The account was reviewed;
however, Ms. [redacted] stated she was not told about the delivery charges when
she selected her rate online.  She wanted
a breakdown to the penny of the charges and it was explained that information
is a tariff rate and is submitted monthly to DE from [redacted] for billing. 
 
On May 14, 2014 a Revdex.com
complaint was received and a hold was placed on the account.
 
Ms. [redacted] was reached on May 18,
2015.  The EFL she received was
reviewed.  Charges detailed in the EFL
for [redacted] Electric Delivery Charges are $5.25 per month and $0.0329/kWh.  The calculation using her invoiced kWh was
provided and she was satisfied with the explanation.
 
Ms. [redacted] was advised she has not yet
reached her 6 month eligibility time frame to be notified of a reward.  When 6 months of on-time payments from the
reward selection date of April 27, 2015 is reached she will be notified to
select her choice of a reward.  Ms.
[redacted] stated she understood the Reward criteria.
 
COMPANY RESPONSE:
 
Direct Energy (DE) has verified that Ms. [redacted] selected and
renewed on-line April 23, 2015.  She was
emailed the Electricity Facts Label confirming her selection of a 24 month Free
Saturday rate. 
 
Ms. [redacted] opted into a Shoppers Reward program on April 27,
2015.  When 6 months of on-time payments
are received, Ms. [redacted] will receive notification in to select her reward of
choice. 
 
The resolution was provided to Ms. [redacted] on the telephone by the
analyst and she confirmed her understanding and agreed with the explanation.
 
Direct Energy (DE) 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, DE would be more than happy to discuss
this resolution further.
 
Attachment:
Electricity
Facts Label
May
12, 2015 Invoice
 
 
 
 
 
 
 
 
v

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that Direct Energy would not resolve my complaint.  
The enclosed email is completely avoiding the fact that I never...

contracted with Direct Energy. I have not been successful in reaching them by phone, despite their claim that I was able to reach a customer service representative.
They are attempting to force me to accept their contract. I will continue to fight this.
Regards,

Sent: Wednesday, December 30, 2015 11:40 AM Subject: FW: Revdex.com #[redacted]   Thank you for contacting the Direct Energy, Customer Experience Team.  We are currently conducting a full review and anticipate having a resolution within 14 business days....

·         Customers Name: [redacted] ·         Contract Account Number: [redacted] ·         Case Category:  Escalated Billing Issue If you have questions, please contact 1-844-812-2920. We are available Monday through Friday from 8:00 am to 5:00 pm Mountain Standard Time.  Thank you again for contacting Direct Energy.

[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.

August 6, 2015
[Complaint No:
[redacted]]  – [redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states after enrolling services, she was disconnected three days later. Ms.
[redacted] states she received a $50.00 credit; however, is seeking...

further
compensation due to the food loss which occurred, while she was without service
for one day.
 
SUMMARY
OF INVESTIGATION:
 
Mr. [redacted] contacted Direct Energy on July 27, 2015
and established services for [redacted]. Services were
established the following day on July 28, 2015.
 
Previously, services were established under a
different Direct Energy account holder, [redacted], who occupied the premise
along with Mr. and Ms. [redacted].
 
While services became active under Mr. [redacted]’ newly
established account, Ms. [redacted]’s account did not finalize until July 29, 2015.
Due to timing, Ms. [redacted] transferred services to a new premise, which generated
a Move Out for the premise shortly before the account finalized. As a result,
services were disconnected on July 30, 2015.
 
After Ms. [redacted] spoke with a Direct Energy agent,
services were re-established the following day.
 
Since the account establishment, Mr. and Ms. [redacted] were
issued two invoices on August 4, 2015, for services between July 28, 2015 and
August 3, 2015.
 
A complaint agent spoke with Ms. [redacted] on August 6,
2015 to discuss the matter. The agent agreed to write off the amount of $40.93,
the combined amount of the invoices issued on August 4, 2015. Because Ms. [redacted]
was disconnected for more than twenty four hours, the agent offered further
compensation by placing a $300.00 credit on her account. Ms. [redacted] was
satisfied.
 
COMPANY
RESPONSE:
 
Mr.
[redacted] established services at for [redacted] on July
27, 2015, which had previously been established under another Direct Energy
account; Ms. [redacted]’ services became effective the following day. The existing
Direct Energy account, for the same premise, had not finalized transferring
services to the new premise, as a result when the Move Out order was
successfully completed on the account Mr. [redacted]’ service was disconnected.
Services were reconnected the following day, once Direct Energy was made aware
of the situation.  A $300.00 credit for
food spoilage was applied to Mr. [redacted]’ account, and Ms. [redacted] was satisfied.
 
A
complaint agent spoke with Ms. [redacted] on August 6, 2015 and provided our
resolution.
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. and Ms.
[redacted] have any further questions regarding this matter, Direct Energy would be
more than happy to discuss this matter further.

Revdex.com:  I can NOT see the letter from the company
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,

DATE: February
10, 2015
[Complaint No: [redacted]] 
– [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states Direct Energy over billed her on numerous
occasions.  She states...

she received a reimbursement
check and 2 gift cards which charged her a $4 activation fee per card.  She states she believes the gift cards were a
gift not a reimbursement for the overbilling.
SUMMARY OF INVESTIGATION:
On December 12, 2011, Ms. [redacted]
enrolled for service at [redacted]..
On March 4, 2014, Ms. [redacted] contacted
our Customer Service Center to inquire about rates, at which time she was
offered a fixed rate of $00789/kWh for 24 months and was advised of 1-2 billing
cycles, which she accepted.
On June 6, 2014, Ms. [redacted] contacted
our Customer Service Center regarding her rate, at which time a complaint was
opened due to the accepted rate not reflecting on the account.
The investigation found an incorrect
rate was applied to the account.
On July 7, 2014, a reimbursement was
calculated for the difference in the rate she was charged and the fixed rate
she agreed to of $0.0789/kWh for billing cycles February 18, 2014 – June 18, 2014
plus two extra billing cycles for a total $57.44.
On October 27, 2014, Ms. [redacted] contacted
our Customer Service Center stating she was being billed at a higher rate than
the $0.0789/kWh, at which time a complaint was opened. 
On October 30, 2014, November 18, 2014,
and November 19, 2014, a complaint analyst attempted to contact Ms. [redacted] to
gather the necessary information to conduct a thorough investigation; however,
the agent was unsuccessful, a voicemail message was left provided the direct
number to the analyst, and the complaint was closed.
On December 4, 2014, Ms. [redacted]
contacted our Customer Service Center, and a new complaint was opened.
On December 8, 2014, a complaint analyst
spoke to Ms. [redacted] and advised she was previously reimbursed from February 18,
2014 – June 18, 2014 plus two additional billing cycles, and would reimburse
her for the September 2014 billing.  The correct
rate went into effect for the October 2014 billing cycle. The total amount of
reimbursement for September 2014 was $9.02.
On December 18, 2014, a complaint
analyst was unable to contact Ms. [redacted]; a voicemail message was left provided
the direct number to the analyst.  The analyst
mailed 2 $25.00 [redacted] gift cards in lieu of the $9.02 and for the inconvenience
this matter may have caused.
On December 29, 2014, Ms. [redacted]
contacted our Customer Service Center, and a new complaint was opened.
On December 30, 2014, a complaint analyst
attempted to contact Ms. [redacted] to advised why she was sent 2 $25.00 [redacted] gift
cards instead of a check for $9.02, as the check was going to take longer to
process.  The analyst was not able to contact Ms. [redacted] to provide
the information; a voicemail message was left provided the direct number to the
analyst.
On February 2, 2015, Ms. [redacted]
contacted our Customer Service Center, at which time she was transferred to the
complaint analyst.  The analyst advised Ms.
[redacted] the two $25 [redacted] gift cards were sent in lieu of the $9.02 check, due to
processing the check would take longer than mailing the gift cards, Ms. [redacted]
was advised at this time that the agent tried to contact her on several
occasions to notify her of the [redacted] gift cards and was unsuccessful.  Ms. [redacted] advised she gave couldn’t deposit
the gift card in her bank account; therefore, gave them away.  Ms. [redacted] was advised there would be no
further reimbursement, as she received $50 instead of $9.02; as a gesture of
goodwill.  She was further advised the $4
activation fee was paid by Direct Energy to activate the cards when they were purchased,
and was not assessed to her, and there would be no reimbursement for the $4.
Based on our findings, no further
reimbursement is owed.
COMPANY RESPONSE:
Direct Energy confirms Ms. [redacted] was
issued a reimbursement check for a billing error.  Upon further investigation the billing error correction
took 1 month longer than expected; therefore, Ms. [redacted] was owed $9.02 for the
September 2014 billing.  A complaint
analyst attempted on numerous occasions to contact Ms. [redacted] to explain the
situation; however, Ms. [redacted] continued to contact our Customer Service Center
instead of the analyst.  In an attempt to
rectify the situation in an expeditious manner, the analyst sent Ms. [redacted] 2
$25 [redacted] gift cards in lieu of a check for $9.02, as the reimbursement process
may take up to 2 weeks to complete.  Ms.
[redacted] was not assess a $4 activation fee per card, as Direct Energy activated
the cards upon purchasing the cards. 
Based on our findings, Ms. [redacted] was owed $9.02 and Direct Energy sent
her $50, which is $40.98 more than she was owed.  No additional reimbursement is warranted.
A complaint analyst spoke with Ms.
[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 Ms. [redacted] has any further questions regarding this resolution
she, may contact us at [redacted], and Direct Energy will be more than
happy to discuss this resolution further.
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