Please find attached our response to Ms. [redacted]'s concerns and supporting documentation. If we can be of further assistance, please feel free to contact us at 1-866-670-6771 Office of the President Department [redacted] Services
Good Morning,Please find the response for review.
DATE: March 23, 2015
[Complaint No: [redacted]] – [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states she was solicited by a man from Direct Energy who
came to her home and asked to see her...
old bill.
She states he pointed out her contract would be up in a few months. Ms. [redacted] states she told him to come back
then because she was not willing to pay the early cancellation fee. She states he told her due to her contract
almost being up, the other provider would pro-rate the cancellation and charge
her approximately $50. She states she
said ok. Ms. [redacted] states her previous
provider assessed her the full cancellation fee. She states she immediately contacted Direct
Energy and stated the door to door representative misrepresented the
facts. Ms. [redacted] states one of the
papers he left with her stated she has 3 days from receiving the information to
cancel. Ms. [redacted] states she has not
received the welcome packet, but has received an invoice. Ms. [redacted] states she requests the invoice be
cancelled.
SUMMARY OF INVESTIGATION:
Direct Energy (DE) confirms [redacted]
was a customer at [redacted] from February 20, 2015
to February 24, 2015.
An enrollment was processed on February
14, 2015 for a 36 month fixed rate which includes a $295 Early Cancellation Fee.
A copy of the enrollment call and Electricity Facts label are attached.
On February 24, 2015, a call was
received from Ms. [redacted] requesting to switch back to her previous
provider. We submitted a request to the
Market for the previous provider to regain the premise as of the date of loss.
On February 24, 2015, and Inbound Drop
was received. The third party enrollment
in the Market cancelled our request for the previous provider to regain the
premise. The third party enrollment
caused Ms. [redacted] to be charged for usage, and the Early Cancellation Fee,
rather than being returned to the previous provider who would then invoice for
the usage.
On February 25, 2015, a final invoice
was issued. The invoice included a $295
Early Cancellation Fee. A copy of the invoice is attached.
On March 3, 2015, Ms. [redacted] contacted DE
regarding the returning of her premise to the previous provider. A request for a revised final invoice was initiated.
On March 4, 2015, a corrected invoice
was issued for the usage from February 20, 2015 – February 24, 2015. A copy of the final invoice is attached.
On March 12, 2015, full payment for the
March 2015 invoice was received.
On March 13, 2015, a Better Bureau
Business complaint was received and a hold was placed on the account.
The complaint analyst reviewed the
enrollment call and Ms. [redacted] was advised DE is not responsible for any Early Termination
Fees from the current provider, which she confirmed she understood by answering
“Yes”. Ms. [redacted] confirmed on the call
that the sales representative had left her with a Welcome Kit, Terms of Service
and 2 copies of the cancellation notice.
The complaint analyst spoke to Ms. [redacted],
and explained the return to her previous provider with no charges was cancelled
in the Market when she re-enrolled with the previous provider, at which time an
invoice was generated and mailed to her.
DE revised the invoice, and as a gesture of customer satisfaction waived
the $295 Early Cancellation Fee. Ms.
[redacted] acknowledged she was responsible for the service she used while she was
with DE, and that is why she paid the invoice. Ms. [redacted] agreed with the
resolution provided and thanked the analyst for the call.
COMPANY RESPONSE:
Direct Energy confirms Ms. [redacted] completed a valid
enrollment for service on February 14, 2014.
Upon Ms. [redacted] request we submitted a request to the Market requesting
the previous provided regain the premise as of the date of lose; however, was
cancelled in the Market due to an Inbound Drop.
We waived the $295 Early Cancellation Fee Ms. [redacted] was assessed due to
the Inbound Drop. Ms. [redacted] account is
closed with a $0.00 balance.
A complaint analyst spoke with Ms. [redacted] and provided our findings
and resolution.
Direct Energy prides itself on maintaining and exceeding a
high level of customer service, and we regret anything that may be considered
below satisfactory. If Ms. [redacted] has any further questions regarding this
matter, Direct Energy would be more than happy
to discuss this resolution further.
Attachments:
February
14, 2015 Enrollment Call
February
25, 2015 Final Invoice
March
4, 2015 Corrected Final Invoice
Electricity
Facts Label
v
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 [redacted] and assigned ID [redacted].
Regards,
Ms.
[redacted] states her account was automatically drafted a duplicate payment of
$241.47 on July 26, 2015. She states when contacting First Choice Power for...
a
refund, she was advised the process could take twenty days.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a First Choice Power customer
at [redacted] **, [redacted] since June 16, 2014.
Our records reflect two payments of $241.47 were
submitted on July 26, 2015 via Ms. [redacted] Online Account Manager. We are
unable to determine whether the duplicate payment was the result of a system
error or if Ms. [redacted] submitted the payment twice.
Ms. [redacted] spoke with an agent to have the
duplicate payment refunded; however, was advised a twenty day hold must be
placed on the payment before the refund process could be initiated to mail Ms.
[redacted] a refund check. This is due to the payment method in which Ms.
[redacted] used to submit the payment.
After receiving Ms. [redacted] concerns from the
Revdex.com, a complaint agent made a onetime exception bypassing
the hold requirement, and initiated the refund check process. The agent spoke
with Ms. [redacted] on August 3, 2015 and advised it may take around ten business
days to receive her refund check. In addition, a $100.00 goodwill credit was applied
to her account in the interest of customer service.
COMPANY
RESPONSE:
Our
records reflect two payments of $241.47 being submitted on July 26, 2015 after
Ms. [redacted] utilized the bill pay function within her Online Account Manager;
however, we are unable to determine the cause of the duplicate payment. When speaking with First Choice Power regarding
the refund, an agent advised that the process may take up to twenty days, as a
hold must be placed on the payment prior to submitting a refund check; however,
was bypassed and the refund process was initiated, and Ms. [redacted] should
receive her refund check in approximately ten business days. In the interest of
customer service, a $100.00 Goodwill Credit was applied to her 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.
April 1, 2015
[Complaint No: [redacted]]
– [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Mr. [redacted] states he was advised he would not have to pay charges
assessed by his utility. In addition, Mr. [redacted] states he was not provided a
copy of his...
contract.
COMPANY RESPONSE:
Mr. [redacted] established services with the aid of a door to door
agent on January 13, 2015 at 116 E Pacific St, Uvalde, TX. After the door to
door agent’s departure, Mr. [redacted] was contacted by a Third Party Verification (TPV)
agent via phone to confirm his application details.
The Agent confirmed his agreement on a thirty-six month rate which
included a base rate of $0.064/kWh, an average rate of $0.113/kWh (based on 2,000
kWh), $4.95 monthly base charge, and all other reoccurring charges (which
include Transmission and Distribution Utility fees). The rate also included a
$300.00 Early Cancellation Fee.
Mr. [redacted] confirmed with the Third Party Verification agent that
the salesman left behind his plan documentation, which possesses an Electricity
Facts Label. This document provides more detail in regards to fees assessed by
both Direct Energy and the utility, AEP Central. Mr. [redacted] has since been
invoiced accordingly.
A complaint agent attempted to contact Mr. [redacted] on March 26,
2015 and March 30, 2015 without success. Mr. [redacted] is welcome to contact
customer service if he has any further questions.
v
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.
Response to Revdex.com Case [redacted]Good Afternoon,The account belonging to Lorraine [redacted] is cancelled and will not begin service with Direct Energy. For full investigation details, please see the attached response.Sincerely,Direct Energy Office of the President Department
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. There was a delay between the Revdex.com response and the response from Direct Energy, which lead to some confusion about my acceptance. The delay is resolved and I am satisfied with the result.
November 10,
2015
[Complaint No:
10926714] – Jamie [redacted]
Account #: 679247155
COMPLAINT
SUMMARY:
Ms.
[redacted] states she established a Deferred Payment Plan in September 20[redacted] and
remitted payment of $44.67. She states she was later advised the first payment of
her...
Deferred Payment Plan was not received, and the arrangement was broken. In
addition, Ms. [redacted] states she has not been receiving her Lite-Up Texas
discounts, and has been assessed two $29.95 Collection Recovery Fees.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 30, 2015 at [redacted] Ln, [redacted], Dallas, TX.
She previously resided at [redacted] St, Apt [redacted]
Dallas, TX since December 9, 2014.
From May 27, 2015 to August 2, 20[redacted] our records
reflect Ms. [redacted] utilized the Lite-up Texas discount while residing at her
previous premise; however, did not receive the discount during the respective
months after transferring services. This is likely due to Ms. [redacted] not
updating her new address with Lite-up Texas.
On September 25, 20[redacted] Ms. [redacted] spoke with an agent
and established a Deferred Payment Plan for the balance of $196.94. The agent
had also taken a payment of $44.67, the amount of her initial installment. Due
to an error, the payment was not correctly applied towards her Deferred Payment
Plan, and the plan broke on October 1, 2015.
On October 6, 20[redacted] she was issued a Disconnection
Notice for her past due balance of $148.31.
On October 21, 20[redacted] she was issued another
Disconnection Notice when she still possessed a past due balance of $148.31.
On October 27, 20[redacted] Ms. [redacted] was issued her
invoice. In addition to consumption charges, she was assessed two $29.95
Collection Recovery Fees associated with the previous Disconnection Notices
sent. These fees are disclosed in Direct Energy’s Terms of Service, as well as
the Disconnection Notices.
On November 9, 20[redacted] a complaint analyst waived both
Collection Recovery Fees, which will be reflected on her next invoice.
On November 4, 20[redacted] November 6, 20[redacted] and November
9, 20[redacted] a complaint analyst attempted to contact Ms. [redacted] without success.
COMPANY
RESPONSE:
Direct
Energy confirms from May 27, 2015 to August 2, 20[redacted] our records reflect Ms.
[redacted] utilized the Lite-up Texas discount while residing at her previous
premise. However, did not receive the
discount during the respective months after transferring services to her new
premise; this is likely due to Ms. [redacted] not updating her new address with
Lite-up Texas.
Ms.
[redacted] established a Deferred Payment Plan for the balance of $196.94., at that
time she also made a payment of $44.67, the amount of her initial installment. Due
to an error, the payment was not correctly applied towards the Deferred Payment
Plan, and the plan broke on October 1, 2015. Which resulted in collection activities,
including two Disconnection Notices. Due to this error Direct Energy waived the
two Collection Recovery Fees, which will be reflected on the next invoice.
A
complaint analyst attempted to reach Ms. [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.
Dear [redacted] :
The Revdex.com has received the complaint that you submitted on [redacted] 8:32:48 PM against Direct Energy, LP. For your records, this complaint was assigned ID [redacted] in our system.
Before processing the complaint, we need you to provide some...
additional information. Please respond to the following points:
[In your complaint you selected "No desired settlement. Information only. Please advise if you wish to proceed with the filing of your complaint.]
Once you respond, we will review your complaint again and follow up with next steps. Thank you for your prompt reply.
Regards,
The only settlement that I want it's just to have them to "VOID" the current contract. Other than that, please proceed with filling of my complaint.
[redacted]
[redacted]
Please find enclosed the original complaint letter and our response. If we can be of further assistance, please feel free to contact us at 1-866-670-6771.
Thank You,
Office of the President
[redacted] states she was advised by
a door to door agent Direct Energy would pay her Early Cancellation Fee from
her pervious provider. She also...
states she was coached by the sales agent to
advise the Third Party Verification agent he had left the premise and also
coached her during the call.
COMPANY RESPONSE:
[redacted] was visited by a door to door agent on November 21,
2014 who assisted with establishing services at [redacted] and
[redacted]. To confirm [redacted]’s decision, she was
contacted by a Third Party Verification (TPV) agent. [redacted] confirmed the
door to door agent had vacated the premise.
After confirming her rate details, the TPV agent also confirmed
[redacted] had been provided with the contract terms and details and also
confirmed her understanding that Direct Energy is not responsible for any Early
Cancellation Fees associated from her previous provider.
[redacted] had previously lodged an internal complaint with
Direct Energy on January 21, 2015 regarding the matter. When speaking with a
complaint analyst, she was advised the TPV call was reviewed and [redacted]
confirmed the door to door agent had left the premise and also confirmed her
understanding that Direct Energy is not responsible for any Early Cancellation
Fees assessed by her previous provider.
Since receiving her complaint from the Revdex.com, a
separate complaint agent has re-assessed [redacted]’s account and has
reiterated to her that the resolution previously given is accurate.
[redacted] states she was scheduled to start services at her new
premise on May 1, 2015. She contacted Direct Energy on April 30, 2015 to reschedule
the move in...
date when she learned she would not yet be able to move in, however
she was advised it was too late to reschedule the move in. She requested to
cancel the move in. She later received an invoice for eight days of service.
COMPANY RESPONSE:
[redacted] scheduled for services to begin on May 1, 2015 at [redacted]
[redacted] contacted Direct Energy on April 30, 2015 in an attempt
to reschedule her move in date. She was advised that the move in was already in
progress and that we could only return the premise to the previous provider.
Before the process could be completed, it was disrupted when an inbound drop
was received by Direct Energy May 7, 2015. [redacted] was sent her only invoice
for the premise on May 12, 2015 for the amount of $24.55.
A complaint agent spoke with [redacted] on May 28, 2015. He
advised that Direct Energy will write off the account balance of $24.55. [redacted] was satisfied.
Ms.
[redacted] states she often makes payments to her account on the date she is to be
disconnected. While successful in the past, she was recently disconnected as...
a
result. In December 2014, Ms. [redacted] states she made a payment on December 1,
2014; however, was disconnected the following day.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a [redacted] customer at
[redacted] since June 21, 2013. During the specified
time frame, customers were advised that all payments may take up to forty-eight
hours to post to their accounts.
On November 16, 2014, a Disconnection Notice was
issued for the past due amount of $87.18, due by December 1, 2014.
When payment was not received by the due date, a
disconnection order was sent to the Market and completed the morning of
December 2, 2014.
Ms. [redacted] made a $90.00 payment via the automated
system on December 1, 2014 that posted to her account shortly after the
disconnection occurred. Our records do not reflect Ms. [redacted] speaking with a customer
service agent to report her payment. Furthermore, our system does not
automatically cancel disconnection orders when payments are made, only once the
payment is posted to the account. Once the payment was posted to the account, a
reconnection order was submitted to the Market, which completed the same
morning.
A complaint analyst attempted to reach Ms. [redacted] on
September 29, 2015, and September 30, 2015 without success. The number we have
on file is invalid.
COMPANY
RESPONSE:
[redacted] confirms Ms. [redacted] was validly issued a Disconnection Notice on
November 16, 2014 for the past due amount of $87.18, due by December 1, 2014. Customers are advised when submitting
payments that they may take up to forty-eight hours to post to the account. Our
systems do not cancel pending disconnection orders until payments have been
posted to the account. There are no notes reflecting Ms. [redacted] contacting
customer service to report a payment in an effort to cancel the disconnection
order. Ms. [redacted]’s payment of $90.00
did not post to her account until December 2, 2014 after the scheduled
disconnection occurred. Ms. [redacted] was reconnected later the same day once the
payment was posted to her account.
A
complaint analyst attempted to contact Ms. [redacted] without success, as the phone
number on file is invalid.
If
Ms. [redacted] has any further questions regarding this matter, [redacted] would
be more than happy to discuss this matter further.
Date Sent: 3/3/2016 4:17:06 PMMarch 3, 2016 [Complaint No: [redacted] * [redacted]Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she is concerned about a duplicate payment that was drafted by Direct Energy on February 22, 2016 for the amount of $226.45. She states she was advised by Direct Energy that the funds have been reversed, but states she has not yet received the money. COMPANY RESPONSE: Ms. [redacted] has been a Direct Energy customer at [redacted] since December 23, 2014. On February 22, 2016, our records indicate Ms. [redacted] submitted a payment of $226.45 via her Online Account Manager at 9:47 P.M. Our records reflect an additional payment for the same amount at 11:09 P.M. On February 25, 2016, the second payment was reversed at the request of Ms. [redacted]. The typical processing time required for reversals can take up to five business days to complete. On March 3, 2016, a complaint analyst spoke with Ms. [redacted] and discussed the two separate payments. Ms. [redacted] advised the analyst that her funds have since been returned to her personal bank account. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.
July 30, 2015
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she submitted payment online for her June invoice. She further states she noticed Direct Energy
drafted an additional $50.00 from her bank account...
without her consent. Ms. [redacted] states she contacted Direct
Energy to request the return of her funds.
She states an agent advised the funds would be returned to her account
within 1 to 2 business days. Ms. [redacted]
states she contacted Direct Energy again as the funds were not refunded within
the 1 to 2 business days. She states an
agent advised the funds were returned to her bank account on June 18,
2015. Ms. [redacted] states she was advised
by her financial institution of 3 to 5 business days for the funds to be
reflected on her account. She states
Direct Energy contacted her on July 20, 2015, regarding her account. She further states during the call she
inquired about the status of the refund in the amount of $50.00. Ms. [redacted] states the agent refused to
provide the status of the refund and ended the call.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 20, 2009. She began services at:
[redacted] July 20,
2009 to July 16, 2010
[redacted] July 1,
2010 to March 31, 2015
[redacted] March 27, 2015 to Present
On May 8, 2015, Direct Energy invoiced Ms. [redacted] for
477 kWh of usage received from [redacted] in the amount of $42.28, due by June 17,
2015.
On June 9, 2015, Direct Energy invoiced Ms. [redacted]
for 558 kWh of usage received from [redacted] in the amount of $46.53, due by July
17, 2015.
On June15, 2015, an online payment of $42.81 posted
to Ms. [redacted]’s account.
On June 16, 2015, an online payment of $50.00 posted
to Ms. [redacted]’s account.
On June 16, 2015, Ms. [redacted] contacted our Customer
Care Center stating Direct Energy drafted a payment from her account without
her consent. Ms. [redacted] requested to
speak with a supervisor. Our records
reflect Ms. [redacted] disconnected the call while waiting to speak with a
supervisor.
On June 16, 2015, Ms. [redacted] made a second call to
our Customer Care Center inquiring why two payments were drafted from her
account. Our records reflect Ms. [redacted]
disconnected the call before the agent had the opportunity to provide an
explanation.
On July 11, 2015, Ms. [redacted] contacted our Customer
Care Center requesting to review her monthly invoice. She advised the agent she has not been
credited for the $50.00 unauthorized draft from her account. The agent advised the payment was reversed on
June 18, 2015. Ms. [redacted] requested to
speak with a supervisor and the call was transferred. Ms. [redacted] advised the supervisor she did
not authorize the payment of $50.00. She
further stated the funds were not returned to her card. The supervisor reiterated Direct Energy’s
record of the payment having been reversed on June 18, 2015. The supervisor advised Ms. [redacted] to submit
documentation to support that funds were not reversed to her account so further
investigation could be completed.
On July 20, 2015, our Collections Department
contacted Ms. [redacted] to advise of an overdue balance of $46.00 and total
account balance of $124.44. Ms. [redacted] stated
a payment of $50.00 was drafted from her account without her consent. The agent advised the payment was
reversed. Later the same day, Ms.
[redacted] contacted our Collections Department and was advised of a past due
balance in the amount of $46.00; total account balance in the amount of
$124.44. Ms. [redacted] inquired about the
status of the $50.00 payment reversal.
The agent advised the payment was reversed. Ms. [redacted] stated the payment had not yet
been returned to her account. Ms.
[redacted] became agitated and began to use inappropriate language. As a result, the agent ended the call.
A complaint analyst spoke to Ms. [redacted] on July 29,
2015, to provide the findings of the investigation.
COMPANY
RESPONSE:
Our
records reflect a payment in the amount of $42.81 was initiated online on June
15, 2015. Our records further reflect a
second payment of $50.00 was initiated online on June 16, 2015. On June 16, 2015, Ms. [redacted] notified Direct
Energy of the second payment. On June
18, 2015, in the interest of customer service Direct Energy processed a
reversal in the amount of $50.00. Our
records reflect Ms. [redacted] was advised on several occasions to submit
documentation to support that funds were not returned to her bank account. Direct Energy has no record of receiving the
requested documentation.
We
recommend Ms. [redacted] provide trace # [redacted] to her financial
institution as a means to assist them in locating the funds reversed to her
account by Direct Energy.
A complaint analyst spoke with Ms. [redacted] to
provide the findings of the investigation.
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.
[redacted] states Direct Energy’s variable rate is unusually high. He states he was offered a $25 credit, which was to be reflected on the next billing; however, he has not received the credit. He states he spoke with a Direct Energy supervisor who refused the credit.
SUMMARY OF INVESTIGATION:
The account belonging to [redacted] was enrolled with Direct Energy on March 13, 2013 for service at [redacted]. The account was enrolled for gas supply on a fixed rate of $0.587/Therm for 12 months with no early termination fees.
On March 13, 2013, the terms and conditions were mailed to [redacted], and are attached.
On March 19, 2014, the account automatically renewed on a month to month variable rate, in accordance with the terms and conditions of the contract.
Variable rate pricing is dependent upon many factors, including market conditions. Variable rate pricing is not guaranteed and may fluctuate each month. Our variable rate does not have an early termination charge; therefore, a customer may elect an alternate rate plan option or cancel the account at any time without a fee.
On April 3, 2014, we received a cancellation notification from the utility with an effective date of April 17, 2014.
On April 21, 2014, [redacted] contacted us and advised he would re-enroll with Direct Energy if we would allow him to pay $121.00 instead of the $146.10 listed on his invoice. We do not have record of a $25 credit being offered at that time.
On September 15, 2014, [redacted] contacted our Customer Care Center to inquire about a credit he states he was offered on April 21, 2014. He was advised we have no records on file of such offer. He was transfer to a supervisor who also confirmed we did not have any record of such offer. Based on our findings no reimbursement is owed.
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Our records reflect that Mr. [redacted]'s concerns were previously addressed and resolved through a complaint placed with CT PURA. The details of the complaint received from the Revdex.com appear to be dated during the same time as the PURA complaint, thus we have attached a copy of the PURA...
Complaint, our responses and supporting documentation. If this does not resolve the complaint or if Mr. [redacted] needs further assistance, he may contact our Office of the President Department at 866-670-6771 and refer to case #[redacted]. Thank You!Office of the President DepartmentDirect Energy Services
Ms. [redacted] has been concerned about her high invoices from Direct
Energy. After switching providers, her last invoice was sent to a...
collection
agency.
COMPANY RESPONSE:
Ms. [redacted] has been a Direct Energy customer since [redacted] [redacted], ** since August 1, 2014 after contacting Direct Energy on July
29, 2014 to transfer services. Ms. [redacted] has since been invoiced according to
her rate (9.6 cents/kWh) and usage reported by the [redacted].
At the request of Ms. [redacted], a meter re-read request was sent to
Oncor on December 12, 2014. The process completed December 16, 2014 with no
errors found.
After receiving an Inbound Drop on March 6, 2015, Ms. [redacted] was
sent her final invoice on March 10, 2015 for the amount of $184.95, due March
27, 2015. When Ms. [redacted] failed to remit payment, the amount was submitted to
a third party collection agency on April 5, 2015. To date, this amount has not
been satisfied.
A complaint agent spoke with Ms. [redacted] on May 12, 2015. He
advised that she was correctly invoiced according to her rate and the reported
usage. He explained that a meter re-read was performed in December and that no
issues were found. After confirming Ms. [redacted]’s billing address, the agent
advised that her final invoice was mailed directly to her on March 10, 2015.
The agent offered to mail her an additional copy.
Please find attached our response to Ms. [redacted]'s concerns and supporting documentation. If we can be of further assistance, please feel free to contact us at 1-866-670-6771 Office of the President Department [redacted] Services
Good Morning,Please find the response for review.
DATE: March 23, 2015
[Complaint No: [redacted]] – [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states she was solicited by a man from Direct Energy who
came to her home and asked to see her...
old bill.
She states he pointed out her contract would be up in a few months. Ms. [redacted] states she told him to come back
then because she was not willing to pay the early cancellation fee. She states he told her due to her contract
almost being up, the other provider would pro-rate the cancellation and charge
her approximately $50. She states she
said ok. Ms. [redacted] states her previous
provider assessed her the full cancellation fee. She states she immediately contacted Direct
Energy and stated the door to door representative misrepresented the
facts. Ms. [redacted] states one of the
papers he left with her stated she has 3 days from receiving the information to
cancel. Ms. [redacted] states she has not
received the welcome packet, but has received an invoice. Ms. [redacted] states she requests the invoice be
cancelled.
SUMMARY OF INVESTIGATION:
Direct Energy (DE) confirms [redacted]
was a customer at [redacted] from February 20, 2015
to February 24, 2015.
An enrollment was processed on February
14, 2015 for a 36 month fixed rate which includes a $295 Early Cancellation Fee.
A copy of the enrollment call and Electricity Facts label are attached.
On February 24, 2015, a call was
received from Ms. [redacted] requesting to switch back to her previous
provider. We submitted a request to the
Market for the previous provider to regain the premise as of the date of loss.
On February 24, 2015, and Inbound Drop
was received. The third party enrollment
in the Market cancelled our request for the previous provider to regain the
premise. The third party enrollment
caused Ms. [redacted] to be charged for usage, and the Early Cancellation Fee,
rather than being returned to the previous provider who would then invoice for
the usage.
On February 25, 2015, a final invoice
was issued. The invoice included a $295
Early Cancellation Fee. A copy of the invoice is attached.
On March 3, 2015, Ms. [redacted] contacted DE
regarding the returning of her premise to the previous provider. A request for a revised final invoice was initiated.
On March 4, 2015, a corrected invoice
was issued for the usage from February 20, 2015 – February 24, 2015. A copy of the final invoice is attached.
On March 12, 2015, full payment for the
March 2015 invoice was received.
On March 13, 2015, a Better Bureau
Business complaint was received and a hold was placed on the account.
The complaint analyst reviewed the
enrollment call and Ms. [redacted] was advised DE is not responsible for any Early Termination
Fees from the current provider, which she confirmed she understood by answering
“Yes”. Ms. [redacted] confirmed on the call
that the sales representative had left her with a Welcome Kit, Terms of Service
and 2 copies of the cancellation notice.
The complaint analyst spoke to Ms. [redacted],
and explained the return to her previous provider with no charges was cancelled
in the Market when she re-enrolled with the previous provider, at which time an
invoice was generated and mailed to her.
DE revised the invoice, and as a gesture of customer satisfaction waived
the $295 Early Cancellation Fee. Ms.
[redacted] acknowledged she was responsible for the service she used while she was
with DE, and that is why she paid the invoice. Ms. [redacted] agreed with the
resolution provided and thanked the analyst for the call.
COMPANY RESPONSE:
Direct Energy confirms Ms. [redacted] completed a valid
enrollment for service on February 14, 2014.
Upon Ms. [redacted] request we submitted a request to the Market requesting
the previous provided regain the premise as of the date of lose; however, was
cancelled in the Market due to an Inbound Drop.
We waived the $295 Early Cancellation Fee Ms. [redacted] was assessed due to
the Inbound Drop. Ms. [redacted] account is
closed with a $0.00 balance.
A complaint analyst spoke with Ms. [redacted] and provided our findings
and resolution.
Direct Energy prides itself on maintaining and exceeding a
high level of customer service, and we regret anything that may be considered
below satisfactory. If Ms. [redacted] has any further questions regarding this
matter, Direct Energy would be more than happy
to discuss this resolution further.
Attachments:
February
14, 2015 Enrollment Call
February
25, 2015 Final Invoice
March
4, 2015 Corrected Final Invoice
Electricity
Facts Label
v
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 [redacted] and assigned ID [redacted].
Regards,
August 4, 2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states her account was automatically drafted a duplicate payment of
$241.47 on July 26, 2015. She states when contacting First Choice Power for...
a
refund, she was advised the process could take twenty days.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a First Choice Power customer
at [redacted] **, [redacted] since June 16, 2014.
Our records reflect two payments of $241.47 were
submitted on July 26, 2015 via Ms. [redacted] Online Account Manager. We are
unable to determine whether the duplicate payment was the result of a system
error or if Ms. [redacted] submitted the payment twice.
Ms. [redacted] spoke with an agent to have the
duplicate payment refunded; however, was advised a twenty day hold must be
placed on the payment before the refund process could be initiated to mail Ms.
[redacted] a refund check. This is due to the payment method in which Ms.
[redacted] used to submit the payment.
After receiving Ms. [redacted] concerns from the
Revdex.com, a complaint agent made a onetime exception bypassing
the hold requirement, and initiated the refund check process. The agent spoke
with Ms. [redacted] on August 3, 2015 and advised it may take around ten business
days to receive her refund check. In addition, a $100.00 goodwill credit was applied
to her account in the interest of customer service.
COMPANY
RESPONSE:
Our
records reflect two payments of $241.47 being submitted on July 26, 2015 after
Ms. [redacted] utilized the bill pay function within her Online Account Manager;
however, we are unable to determine the cause of the duplicate payment. When speaking with First Choice Power regarding
the refund, an agent advised that the process may take up to twenty days, as a
hold must be placed on the payment prior to submitting a refund check; however,
was bypassed and the refund process was initiated, and Ms. [redacted] should
receive her refund check in approximately ten business days. In the interest of
customer service, a $100.00 Goodwill Credit was applied to her 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.
April 1, 2015
[Complaint No: [redacted]]
– [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Mr. [redacted] states he was advised he would not have to pay charges
assessed by his utility. In addition, Mr. [redacted] states he was not provided a
copy of his...
contract.
COMPANY RESPONSE:
Mr. [redacted] established services with the aid of a door to door
agent on January 13, 2015 at 116 E Pacific St, Uvalde, TX. After the door to
door agent’s departure, Mr. [redacted] was contacted by a Third Party Verification (TPV)
agent via phone to confirm his application details.
The Agent confirmed his agreement on a thirty-six month rate which
included a base rate of $0.064/kWh, an average rate of $0.113/kWh (based on 2,000
kWh), $4.95 monthly base charge, and all other reoccurring charges (which
include Transmission and Distribution Utility fees). The rate also included a
$300.00 Early Cancellation Fee.
Mr. [redacted] confirmed with the Third Party Verification agent that
the salesman left behind his plan documentation, which possesses an Electricity
Facts Label. This document provides more detail in regards to fees assessed by
both Direct Energy and the utility, AEP Central. Mr. [redacted] has since been
invoiced accordingly.
A complaint agent attempted to contact Mr. [redacted] on March 26,
2015 and March 30, 2015 without success. Mr. [redacted] is welcome to contact
customer service if he has any further questions.
v
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.
Response to Revdex.com Case [redacted]Good Afternoon,The account belonging to Lorraine [redacted] is cancelled and will not begin service with Direct Energy. For full investigation details, please see the attached response.Sincerely,Direct Energy Office of the President Department
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. There was a delay between the Revdex.com response and the response from Direct Energy, which lead to some confusion about my acceptance. The delay is resolved and I am satisfied with the result.
November 10,
2015
[Complaint No:
10926714] – Jamie [redacted]
Account #: 679247155
COMPLAINT
SUMMARY:
Ms.
[redacted] states she established a Deferred Payment Plan in September 20[redacted] and
remitted payment of $44.67. She states she was later advised the first payment of
her...
Deferred Payment Plan was not received, and the arrangement was broken. In
addition, Ms. [redacted] states she has not been receiving her Lite-Up Texas
discounts, and has been assessed two $29.95 Collection Recovery Fees.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 30, 2015 at [redacted] Ln, [redacted], Dallas, TX.
She previously resided at [redacted] St, Apt [redacted]
Dallas, TX since December 9, 2014.
From May 27, 2015 to August 2, 20[redacted] our records
reflect Ms. [redacted] utilized the Lite-up Texas discount while residing at her
previous premise; however, did not receive the discount during the respective
months after transferring services. This is likely due to Ms. [redacted] not
updating her new address with Lite-up Texas.
On September 25, 20[redacted] Ms. [redacted] spoke with an agent
and established a Deferred Payment Plan for the balance of $196.94. The agent
had also taken a payment of $44.67, the amount of her initial installment. Due
to an error, the payment was not correctly applied towards her Deferred Payment
Plan, and the plan broke on October 1, 2015.
On October 6, 20[redacted] she was issued a Disconnection
Notice for her past due balance of $148.31.
On October 21, 20[redacted] she was issued another
Disconnection Notice when she still possessed a past due balance of $148.31.
On October 27, 20[redacted] Ms. [redacted] was issued her
invoice. In addition to consumption charges, she was assessed two $29.95
Collection Recovery Fees associated with the previous Disconnection Notices
sent. These fees are disclosed in Direct Energy’s Terms of Service, as well as
the Disconnection Notices.
On November 9, 20[redacted] a complaint analyst waived both
Collection Recovery Fees, which will be reflected on her next invoice.
On November 4, 20[redacted] November 6, 20[redacted] and November
9, 20[redacted] a complaint analyst attempted to contact Ms. [redacted] without success.
COMPANY
RESPONSE:
Direct
Energy confirms from May 27, 2015 to August 2, 20[redacted] our records reflect Ms.
[redacted] utilized the Lite-up Texas discount while residing at her previous
premise. However, did not receive the
discount during the respective months after transferring services to her new
premise; this is likely due to Ms. [redacted] not updating her new address with
Lite-up Texas.
Ms.
[redacted] established a Deferred Payment Plan for the balance of $196.94., at that
time she also made a payment of $44.67, the amount of her initial installment. Due
to an error, the payment was not correctly applied towards the Deferred Payment
Plan, and the plan broke on October 1, 2015. Which resulted in collection activities,
including two Disconnection Notices. Due to this error Direct Energy waived the
two Collection Recovery Fees, which will be reflected on the next invoice.
A
complaint analyst attempted to reach Ms. [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.
Dear [redacted] :
The Revdex.com has received the complaint that you submitted on [redacted] 8:32:48 PM against Direct Energy, LP. For your records, this complaint was assigned ID [redacted] in our system.
Before processing the complaint, we need you to provide some...
additional information. Please respond to the following points:
[In your complaint you selected "No desired settlement. Information only. Please advise if you wish to proceed with the filing of your complaint.]
Once you respond, we will review your complaint again and follow up with next steps. Thank you for your prompt reply.
Regards,
The only settlement that I want it's just to have them to "VOID" the current contract. Other than that, please proceed with filling of my complaint.
[redacted]
[redacted]
Please find enclosed the original complaint letter and our response. If we can be of further assistance, please feel free to contact us at 1-866-670-6771.
Thank You,
Office of the President
February 10,
2015
[Complaint No:* [redacted]]
– [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
[redacted] states she was advised by
a door to door agent Direct Energy would pay her Early Cancellation Fee from
her pervious provider. She also...
states she was coached by the sales agent to
advise the Third Party Verification agent he had left the premise and also
coached her during the call.
COMPANY RESPONSE:
[redacted] was visited by a door to door agent on November 21,
2014 who assisted with establishing services at [redacted] and
[redacted]. To confirm [redacted]’s decision, she was
contacted by a Third Party Verification (TPV) agent. [redacted] confirmed the
door to door agent had vacated the premise.
After confirming her rate details, the TPV agent also confirmed
[redacted] had been provided with the contract terms and details and also
confirmed her understanding that Direct Energy is not responsible for any Early
Cancellation Fees associated from her previous provider.
[redacted] had previously lodged an internal complaint with
Direct Energy on January 21, 2015 regarding the matter. When speaking with a
complaint analyst, she was advised the TPV call was reviewed and [redacted]
confirmed the door to door agent had left the premise and also confirmed her
understanding that Direct Energy is not responsible for any Early Cancellation
Fees assessed by her previous provider.
Since receiving her complaint from the Revdex.com, a
separate complaint agent has re-assessed [redacted]’s account and has
reiterated to her that the resolution previously given is accurate.
v
June 3, 2015
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
[redacted] states she was scheduled to start services at her new
premise on May 1, 2015. She contacted Direct Energy on April 30, 2015 to reschedule
the move in...
date when she learned she would not yet be able to move in, however
she was advised it was too late to reschedule the move in. She requested to
cancel the move in. She later received an invoice for eight days of service.
COMPANY RESPONSE:
[redacted] scheduled for services to begin on May 1, 2015 at [redacted]
[redacted] contacted Direct Energy on April 30, 2015 in an attempt
to reschedule her move in date. She was advised that the move in was already in
progress and that we could only return the premise to the previous provider.
Before the process could be completed, it was disrupted when an inbound drop
was received by Direct Energy May 7, 2015. [redacted] was sent her only invoice
for the premise on May 12, 2015 for the amount of $24.55.
A complaint agent spoke with [redacted] on May 28, 2015. He
advised that Direct Energy will write off the account balance of $24.55. [redacted] was satisfied.
Response to Revdex.com Case [redacted]
October 1,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she often makes payments to her account on the date she is to be
disconnected. While successful in the past, she was recently disconnected as...
a
result. In December 2014, Ms. [redacted] states she made a payment on December 1,
2014; however, was disconnected the following day.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a [redacted] customer at
[redacted] since June 21, 2013. During the specified
time frame, customers were advised that all payments may take up to forty-eight
hours to post to their accounts.
On November 16, 2014, a Disconnection Notice was
issued for the past due amount of $87.18, due by December 1, 2014.
When payment was not received by the due date, a
disconnection order was sent to the Market and completed the morning of
December 2, 2014.
Ms. [redacted] made a $90.00 payment via the automated
system on December 1, 2014 that posted to her account shortly after the
disconnection occurred. Our records do not reflect Ms. [redacted] speaking with a customer
service agent to report her payment. Furthermore, our system does not
automatically cancel disconnection orders when payments are made, only once the
payment is posted to the account. Once the payment was posted to the account, a
reconnection order was submitted to the Market, which completed the same
morning.
A complaint analyst attempted to reach Ms. [redacted] on
September 29, 2015, and September 30, 2015 without success. The number we have
on file is invalid.
COMPANY
RESPONSE:
[redacted] confirms Ms. [redacted] was validly issued a Disconnection Notice on
November 16, 2014 for the past due amount of $87.18, due by December 1, 2014. Customers are advised when submitting
payments that they may take up to forty-eight hours to post to the account. Our
systems do not cancel pending disconnection orders until payments have been
posted to the account. There are no notes reflecting Ms. [redacted] contacting
customer service to report a payment in an effort to cancel the disconnection
order. Ms. [redacted]’s payment of $90.00
did not post to her account until December 2, 2014 after the scheduled
disconnection occurred. Ms. [redacted] was reconnected later the same day once the
payment was posted to her account.
A
complaint analyst attempted to contact Ms. [redacted] without success, as the phone
number on file is invalid.
If
Ms. [redacted] has any further questions regarding this matter, [redacted] would
be more than happy to discuss this matter further.
Date Sent: 3/3/2016 4:17:06 PMMarch 3, 2016 [Complaint No: [redacted] * [redacted]Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she is concerned about a duplicate payment that was drafted by Direct Energy on February 22, 2016 for the amount of $226.45. She states she was advised by Direct Energy that the funds have been reversed, but states she has not yet received the money. COMPANY RESPONSE: Ms. [redacted] has been a Direct Energy customer at [redacted] since December 23, 2014. On February 22, 2016, our records indicate Ms. [redacted] submitted a payment of $226.45 via her Online Account Manager at 9:47 P.M. Our records reflect an additional payment for the same amount at 11:09 P.M. On February 25, 2016, the second payment was reversed at the request of Ms. [redacted]. The typical processing time required for reversals can take up to five business days to complete. On March 3, 2016, a complaint analyst spoke with Ms. [redacted] and discussed the two separate payments. Ms. [redacted] advised the analyst that her funds have since been returned to her personal bank account. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.
July 30, 2015
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she submitted payment online for her June invoice. She further states she noticed Direct Energy
drafted an additional $50.00 from her bank account...
without her consent. Ms. [redacted] states she contacted Direct
Energy to request the return of her funds.
She states an agent advised the funds would be returned to her account
within 1 to 2 business days. Ms. [redacted]
states she contacted Direct Energy again as the funds were not refunded within
the 1 to 2 business days. She states an
agent advised the funds were returned to her bank account on June 18,
2015. Ms. [redacted] states she was advised
by her financial institution of 3 to 5 business days for the funds to be
reflected on her account. She states
Direct Energy contacted her on July 20, 2015, regarding her account. She further states during the call she
inquired about the status of the refund in the amount of $50.00. Ms. [redacted] states the agent refused to
provide the status of the refund and ended the call.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 20, 2009. She began services at:
[redacted] July 20,
2009 to July 16, 2010
[redacted] July 1,
2010 to March 31, 2015
[redacted] March 27, 2015 to Present
On May 8, 2015, Direct Energy invoiced Ms. [redacted] for
477 kWh of usage received from [redacted] in the amount of $42.28, due by June 17,
2015.
On June 9, 2015, Direct Energy invoiced Ms. [redacted]
for 558 kWh of usage received from [redacted] in the amount of $46.53, due by July
17, 2015.
On June15, 2015, an online payment of $42.81 posted
to Ms. [redacted]’s account.
On June 16, 2015, an online payment of $50.00 posted
to Ms. [redacted]’s account.
On June 16, 2015, Ms. [redacted] contacted our Customer
Care Center stating Direct Energy drafted a payment from her account without
her consent. Ms. [redacted] requested to
speak with a supervisor. Our records
reflect Ms. [redacted] disconnected the call while waiting to speak with a
supervisor.
On June 16, 2015, Ms. [redacted] made a second call to
our Customer Care Center inquiring why two payments were drafted from her
account. Our records reflect Ms. [redacted]
disconnected the call before the agent had the opportunity to provide an
explanation.
On July 11, 2015, Ms. [redacted] contacted our Customer
Care Center requesting to review her monthly invoice. She advised the agent she has not been
credited for the $50.00 unauthorized draft from her account. The agent advised the payment was reversed on
June 18, 2015. Ms. [redacted] requested to
speak with a supervisor and the call was transferred. Ms. [redacted] advised the supervisor she did
not authorize the payment of $50.00. She
further stated the funds were not returned to her card. The supervisor reiterated Direct Energy’s
record of the payment having been reversed on June 18, 2015. The supervisor advised Ms. [redacted] to submit
documentation to support that funds were not reversed to her account so further
investigation could be completed.
On July 20, 2015, our Collections Department
contacted Ms. [redacted] to advise of an overdue balance of $46.00 and total
account balance of $124.44. Ms. [redacted] stated
a payment of $50.00 was drafted from her account without her consent. The agent advised the payment was
reversed. Later the same day, Ms.
[redacted] contacted our Collections Department and was advised of a past due
balance in the amount of $46.00; total account balance in the amount of
$124.44. Ms. [redacted] inquired about the
status of the $50.00 payment reversal.
The agent advised the payment was reversed. Ms. [redacted] stated the payment had not yet
been returned to her account. Ms.
[redacted] became agitated and began to use inappropriate language. As a result, the agent ended the call.
A complaint analyst spoke to Ms. [redacted] on July 29,
2015, to provide the findings of the investigation.
COMPANY
RESPONSE:
Our
records reflect a payment in the amount of $42.81 was initiated online on June
15, 2015. Our records further reflect a
second payment of $50.00 was initiated online on June 16, 2015. On June 16, 2015, Ms. [redacted] notified Direct
Energy of the second payment. On June
18, 2015, in the interest of customer service Direct Energy processed a
reversal in the amount of $50.00. Our
records reflect Ms. [redacted] was advised on several occasions to submit
documentation to support that funds were not returned to her bank account. Direct Energy has no record of receiving the
requested documentation.
We
recommend Ms. [redacted] provide trace # [redacted] to her financial
institution as a means to assist them in locating the funds reversed to her
account by Direct Energy.
A complaint analyst spoke with Ms. [redacted] to
provide the findings of the investigation.
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.
From: [redacted]
Sent: Thursday, September 25, 2014 3:16 PM
To: drteam
Cc: [redacted]
Subject: [Complaint No: –...
[redacted] – [redacted]
DATE: September 25, 2014
[Complaint No: – [redacted] – [redacted] Account #: [redacted]
COMPLAINT SUMMARY:
[redacted] states Direct Energy’s variable rate is unusually high. He states he was offered a $25 credit, which was to be reflected on the next billing; however, he has not received the credit. He states he spoke with a Direct Energy supervisor who refused the credit.
SUMMARY OF INVESTIGATION:
The account belonging to [redacted] was enrolled with Direct Energy on March 13, 2013 for service at [redacted]. The account was enrolled for gas supply on a fixed rate of $0.587/Therm for 12 months with no early termination fees.
On March 13, 2013, the terms and conditions were mailed to [redacted], and are attached.
On March 19, 2014, the account automatically renewed on a month to month variable rate, in accordance with the terms and conditions of the contract.
Variable rate pricing is dependent upon many factors, including market conditions. Variable rate pricing is not guaranteed and may fluctuate each month. Our variable rate does not have an early termination charge; therefore, a customer may elect an alternate rate plan option or cancel the account at any time without a fee.
On April 3, 2014, we received a cancellation notification from the utility with an effective date of April 17, 2014.
On April 21, 2014, [redacted] contacted us and advised he would re-enroll with Direct Energy if we would allow him to pay $121.00 instead of the $146.10 listed on his invoice. We do not have record of a $25 credit being offered at that time.
On September 15, 2014, [redacted] contacted our Customer Care Center to inquire about a credit he states he was offered on April 21, 2014. He was advised we have no records on file of such offer. He was transfer to a supervisor who also confirmed we did not have any record of such offer. Based on our findings no reimbursement is owed.
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Our records reflect that Mr. [redacted]'s concerns were previously addressed and resolved through a complaint placed with CT PURA. The details of the complaint received from the Revdex.com appear to be dated during the same time as the PURA complaint, thus we have attached a copy of the PURA...
Complaint, our responses and supporting documentation. If this does not resolve the complaint or if Mr. [redacted] needs further assistance, he may contact our Office of the President Department at 866-670-6771 and refer to case #[redacted]. Thank You!Office of the President DepartmentDirect Energy Services
May 12, 2015
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] has been concerned about her high invoices from Direct
Energy. After switching providers, her last invoice was sent to a...
collection
agency.
COMPANY RESPONSE:
Ms. [redacted] has been a Direct Energy customer since [redacted] [redacted], ** since August 1, 2014 after contacting Direct Energy on July
29, 2014 to transfer services. Ms. [redacted] has since been invoiced according to
her rate (9.6 cents/kWh) and usage reported by the [redacted].
At the request of Ms. [redacted], a meter re-read request was sent to
Oncor on December 12, 2014. The process completed December 16, 2014 with no
errors found.
After receiving an Inbound Drop on March 6, 2015, Ms. [redacted] was
sent her final invoice on March 10, 2015 for the amount of $184.95, due March
27, 2015. When Ms. [redacted] failed to remit payment, the amount was submitted to
a third party collection agency on April 5, 2015. To date, this amount has not
been satisfied.
A complaint agent spoke with Ms. [redacted] on May 12, 2015. He
advised that she was correctly invoiced according to her rate and the reported
usage. He explained that a meter re-read was performed in December and that no
issues were found. After confirming Ms. [redacted]’s billing address, the agent
advised that her final invoice was mailed directly to her on March 10, 2015.
The agent offered to mail her an additional copy.