Ms. [redacted] has been a Direct Energy
customer since October 26, 2004. She
began services at 7806 Lamppost Ct., Houston, TX.
On September 3, 2014, Direct Energy
invoiced Ms. [redacted] for 1,799 kWh of usage received from Centerpoint in...
the
amount of $167.96, due by September 22, 2014.
On September 21, 2014, a payment of
$167.37 posted to Ms. [redacted]’s account leaving an account balance of $150.00.
On October 2, 2014, Direct Energy
invoiced Ms. [redacted] for 1,565 kWh of usage received from Centerpoint in the
amount of $177.11, due by October 20, 2014.
On October 5, 2014, Direct Energy
generated a Disconnection Notice for $150.00, due by October 27, 2014.
On October 20, 2014, Direct Energy
generated a Disconnection Notice for $334.61, due by November 10, 2014.
On October 26, 2014, a payment of $100.00
posted to Ms. [redacted]’s account leaving an account balance of $234.61.
On October 31, 2014, Direct Energy
invoiced Ms. [redacted] for 1,029 kWh of usage received from Centerpoint in the
amount of $160.57, due by November 19, 2014.
On November 10, 2014, a payment of
$50.00 posted to Ms. [redacted]’s account leaving an account balance of $352.54.
On November 14, 2014, Direct Energy
generated a Disconnection Notice in the amount of $184.61, due by December 5,
2014.
On December 3, 2014, Direct Energy
invoiced Ms. [redacted] for 2,065 kWh of usage received from Centerpoint in the
amount of $224.62, due by December 22, 2014.
On December 5, 2014, a payment of
$140.00 posted to Ms. [redacted]’s account leaving an account balance of $442.19.
On December 14, 2014, Direct Energy
generated a Disconnection Notice for $212.54, due by December 26, 2014.
On December 22, 2015, a payment of
$242.19 posted to Ms. [redacted]’s account leaving an account balance of $200.00.
On December 25, 2014, Direct Energy
generated a Disconnection Notice for $200.00, due by January 5, 2015.
On January 4, 2015, a payment of $200.00
posted to Ms. [redacted]’s account leaving a $0.00 account balance.
On January 6, 2015, Direct Energy
invoiced Ms. [redacted] for 2,109 kWh of usage received from Centerpoint in the amount of $256.58,
due by January 23, 2015.
On January 15, 2015, Ms. [redacted]
contacted our Customer Service Center to request a waiver of a $29.95
Collection Recovery Fee (CRF).
On January 15, 2015, as a one-time
gesture of goodwill Direct Energy waived a $29.95 Collection Recovery Fee.
On January 26, 2015, Direct Energy
generated a Disconnection Notice for $265.03, due by February 6, 2015.
On January 27, 2015, Ms. [redacted]
contacted our Collections Department to report a future payment. During the call the agent advised Ms.
[redacted] to request payment extensions to avoid being assessed the $29.95 CRF.
On January 28, 2015, a payment of $200.00
posted to Ms. [redacted]’s account leaving an account balance of $65.03.
A complaint analyst attempted to contact
Ms. [redacted] on February 20, 2015 without success.
COMPANY RESPONSE:
Direct Energy deems Ms. [redacted]’s account was validly assessed
Collection Recovery Fees (CRF) as a result of insufficient payment or payment
submitted which is less than the total amount due. As a courtesy, a $29.95
Collection Recovery Fee was waived on Ms. [redacted]’s account on January 15,
2015. Direct Energy deems no further
adjustments will be made to the account. Ms. [redacted] has been advised to
request a payment extension to avoid being assessed a $29.95 Collection
Recovery Fee.
A complaint analyst attempted to contact
Ms. [redacted] on February 20, 2015 without success.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
**.
[redacted] is concerned she is being assessed an Early Cancellation Fee after her
contract was adjusted from thirty-six months to twelve...
months.
SUMMARY
OF INVESTIGATION:
**. [redacted] has been a Direct Energy customer at
[redacted], [redacted], ** since April 9, 2014.
**. [redacted] spoke with an agent on April 9, 2015 to
renew her rate. While rate options were discussed, **. [redacted] did not officially
agree to a new rate during the conversation. Due to agent error, a renewal was
inadvertently placed into effect. **. [redacted] was invoiced on May 20, 2015 and
June 2, 2015 according to the incorrect rate.
**. [redacted] contacted Direct Energy again on June 10,
2015 to have the issue corrected. An agent was able to adjust the rate on her
account to a one year contract including a base rate of $0.046/kWh.
**. [redacted]’s new rate became effective and she was issued
her next invoice on July 1, 2015 with the correct rate. Due to system
limitations, a $295.00 Early Cancellation Fee was automatically assessed.
Since receiving **. [redacted]’s concerns from the
Revdex.com, her July 1, 2015 invoice was reversed and re-billed
with the Early Cancellation Fee waived.
A complaint agent spoke with **. [redacted] on July 13,
2015. He advised the Early Cancellation Fee was waived, and a credit of $75.00 was
applied to her account. He explained this credit was to compensate for the
incorrect rate assessed (totaling $41.00), as well as an additional amount as a
goodwill gesture. **. [redacted] was satisfied.
COMPANY
RESPONSE:
**.
[redacted] spoke with an agent on April 9, 2015 in an attempt to renew her rate.
While an agreement was not met during the conversation the agent, in error,
processed a renewal for Ms. [redacted] with an incorrect rate and was invoiced
twice at the rate. **. [redacted] later
spoke with an agent on June 10, 2015, who assisted in properly renewing **.
[redacted] on her current agreed rate. The rate update resulted in **. [redacted] being
automatically assessed a $295.00 Early Cancellation Fee on her July 1, 2015
along with her correct rate; however, the Early Cancellation Fee was later
waived. A $75.00 credit was applied to
**. [redacted]’s account to compensate for the incorrect rate and for any
inconvenience this matter may have caused.
A
complaint agent spoke with **. [redacted] regarding the resolution. **. [redacted] was
satisfied.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If **. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.
As listed in the attached Terms of Service Direct Energy
deems the following as acceptable methods to cancel services: by telephone
toll-free; for residential customers: 1-888-305-3828, Monday through Saturday
from 7:30 a.m. to 8:00 p.m. (CST), by fax: 1-800-346-2233, or e-mail us at [email protected].
Be sure to include your name, address, phone number, ESI ID
or account number, and Social Security number. If you move without canceling
this Agreement, you will remain responsible for payment of all outstanding
balances and charges on your account until service is terminated.
Mr.
[redacted] states his enrollment was cancelled after the submission of his identification
as requested by [redacted]. He further states his enrollment...
was
cancelled without notification. He states he attempted to reach [redacted] to discuss the matter without success.
COMPANY
RESPONSE:
Our
records reflect Mr. [redacted] attempting to establish services at [redacted] on March 21, 20166. Before the enrollment process could
be completed, Mr. [redacted] was required to submit a copy of his driver’s license
and Social Security card.
On
March 24, 2016, [redacted] received a copy of Mr. [redacted]’s driver’s
license and Social Security card. The same day, an analyst from the Credit and
Debt Department attempted to contact Mr. [redacted] to complete the
enrollment. However, the analyst was
unable to leave a message. Later that day, the analyst made a second attempt to
contact Mr. [redacted] without success.
Our
records do not reflect Mr. [redacted] contacting [redacted] to inquire
about the enrollment process. Further, our records reflect multiple attempts by
an agent to contact Mr. [redacted] after the documents were received to complete
the enrollment without success.
On
April 1, 2016, the account was automatically cancelled when no further contact
was made with Mr. [redacted].
Since
receiving Mr. [redacted]’s complaint from the Revdex.com, a complaint
analyst was able to communicate the reason the enrollment was cancelled via
email with Mr. [redacted] on April 19, 2016. No charges were assessed to Mr. [redacted]
as the enrollment was not completed. The analyst also advised that a new
enrollment would be required should he wish to proceed with services with [redacted].
If
Mr. [redacted] has any further questions regarding this matter, [redacted] would
be more than happy to discuss this matter further.
June 14, 2016 [Complaint No: [redacted]] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she is being contacted by a collection agency regarding a debt owed to Direct Energy. She states she paid the final bill. Ms. [redacted] states after the payment she...
received no further bills from Direct Energy. COMPANY RESPONSE: Ms. [redacted] had been a Direct Energy customer at [redacted] since October 31, 2011. On March 1, 2016, Ms. [redacted] remitted payment in the amount of $187.00 via our Interactive Voice Response (IVR) phone system. The payment left Ms. [redacted] with an account balance of $128.78. On March 2, 2015, Ms. [redacted] requested a Move Out due to a move. We are currently unable to locate the call to determine if a forwarding address was given. No account notes reflect any further contact from Ms. [redacted]. On March 6, 2015, she was mailed a final invoice for the amount of $224.76. This invoice included current consumption charges of $95.98, and a previous balance of $128.78. This invoice was mailed to Ms. [redacted]’ account service address. On May 21, 2015, the final unpaid balance was forwarded to a to a third party collection agency. On June 26, 2015 and July 24, 2015, records reflect Ms. [redacted] remitting payments in the amount of $37.46 to the third party agency, leaving her with a remaining balance of $149.84. Between June 8, 2016 and June 14, 2016, a complaint analyst has communicated the above information via email with Ms. [redacted]. While Ms. [redacted] feels she is not responsible for the debt in its entirety, the analyst advised that Direct Energy would write off the consumption charges of $95.98 from her final invoice; however, she would be responsible for the remaining amount of $53.86, as these charges were assessed and communicated via invoice prior to her move. This is the final resolution. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.
DATE: November 10, 2014
Complaint
No: [redacted]
Account #: Gas
- [redacted] & Electric - [redacted]
COMPLAINT SUMMARY:
[redacted] states he noticed his bill for electric and gas supply increased without
notice....
SUMMARY OF INVESTIGATION:
The account
belonging to [redacted] was enrolled with Direct Energy on January 4,
2012 for service at [redacted]. The account was enrolled for electricity
supply on a fixed rate of $0.0953/kwh for 12 months with no early termination
fees, and the gas account was enrolled on a fixed rate of $0.649/Therm for 12
months with no early termination fees.
On January
4, 2012, the terms and conditions were mailed to the
address listed above, and are attached.
On August
24, 2012, the gas account automatically renewed on a month to month variable rate.
On
December 20, 2012, the electricity account automatically renewed on a month to
month variable rate.
On September
27, 2014, Mr. [redacted] contacted our Customer Care
Center to inquire about a high bill, at which time the agent inform him both
accounts were billing on our month to month variable rate. He requested both account be cancelled. We submitted a cancellation request for both
accounts to the utilities; the utilities accepted the transactions and provided
an effective date of October 24, 2014 for both accounts
During our
investigation of the account we found a renewal notice was not mailed to Ms.
[redacted] prior to the account migrating onto a month to month variable rate;
therefore we calculated a reimbursement from August 24, 2012 until November 1, 2014
for the difference between the variable rate charged and the fixed rate of $0.649/Therm, for a total of $232.36 for the gas account, and
a reimbursement from December 20, 2012 until October 24, 2014 for the
difference between the variable rate charged and the fixed rate of $0.0953/kWh for a total of $556.15 for the electric
account. The reimbursement was sent to the utility and will
be reflected as a credit on his bill within 1-2 billing cycles.
On November 7, 2014, a complaint analyst contacted Mr. [redacted]
to provide him with the investigation findings.
COMPANY RESPONSE:
Direct
Energy confirms Mr. [redacted] completed a
valid enrollment on August 23, 2012. A
renewal notice was not mailed to Mr. [redacted] prior to
the accounts automatically renewing on month to month variable pricing;
therefore, a reimbursement was calculated for both accounts.
A
complaint analyst contacted Mr. [redacted] on November 7, 2014, and provided our findings. Mr. [redacted] was satisfied with the resolution.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Mr.
[redacted] has
any further questions regarding this resolution, he may contact us at
[redacted], and Direct Energy will be more
than happy to discuss this resolution further.
Revdex.com:
This letter is to inform you that First Choice Power has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/6/2016 and assigned ID [redacted]
Regards,
We received the customer’s complaint and would like to respond accordingly. ...
On July 1, 2013, the customer purchased a DE Protection Plan through a local plumbing contractor. Per that Agreement, Section 5.C., “THIS CONTRACT IS FOR AN INITIAL ONE-YEAR TERM COMMENCING ON THE DATE SET FORTH ON YOUR COVERAGE PLAN LETTER OPPOSITE THE HEADING “CONTRACT PERIOD START DATE” AND ENDING ON THE DATE OPPOSITE THE HEADING “CONT RACT PERIOD END DATE”. IF YOU SELECTED A REGULAR PAYMENT OPTION AND WE ELECT TO RENEW YOUR PLAN, WE WILL NOTIFY YOU OF THE TERMS (INCLUDING ANY INCREASE TO THE PRICE OF THE PLAN(S)) WITHIN SIXTY (60) DAYS PRIOR TO EXPIRATION OF COVERAGE. YOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING, PRIOR TO THE PLAN EXPIRATION, BY MAIL: [redacted], [redacted], [redacted] OR BY EMAIL: [redacted]. YOUR FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEAR. IF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION 12. IF YOU HAVE ANY QUESTIONS, OUR TOLL FREE NUMBER IS [redacted]. YOU MAY CANCEL THIS CONTRACT AT ANY TIME AS DESCRIBED IN SECTION 12.” Per Section 12, “You may cancel this Contract at any time. We may cancel this Contract at any time due to Your non-payment, fraud, material misrepresentation or breach of this Contract. In addition, We may be required to cancel this Contract as a result of a decision or order of a governmental body or a change in laws or regulations. If either You or Direct Energy cancels this Contract within 30 days from the Contract Period Start Date set forth on Your Coverage Plan Letter and You have not received any “Maintenance” or “Repair” service, You are entitled to a full refund of the amount paid by You under this Contract. If You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after 30 days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired term. If you have paid in full for the oneyear term of this Contract and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less any service/credit costs incurred by Us. If you are enrolled in a monthly payment plan and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including a replacement credit), then You will be responsible for the lesser of the costs incurred by Us or the balance due under this Contract. Your cancellation will be effective immediately following the monthly period in which this Contract is canceled. We reserve the exclusive right not to renew this Contract for any reason.”
The customer was provided a renewal letter, with a duplicate copy of their contract as of July 1, 2014(the date of their renewal). They did not contact us at that time, in reference to the renewal, and only called us On April 6, 2015 to address the contract.
The customer provided a letter to cancel the renewal of the coverage on April 6, 2015. As this was after the contract renewal date of July 1, 2014, the coverage was renewed per our Contractual Agreement. As we have received the customer’s request to cancel the coverage after the first 30 days, we will provide a pro rata refund for the unexpired term.
If you should have any questions or concerns I can be reached at [redacted]
[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.
Sent: Friday, August 21, 2015 12:09 PM To: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, Our records reflect the payment of $50.00 was reversed on June 18, 2015. In addition, Ms. [redacted] was provided trace # [redacted] to assist her financial institution with locating the funds reversed to her account by Direct Energy. In the interest of customer service, a goodwill credit in the amount of $50.00 was applied to Ms. [redacted]’s account and will be reflected on the next invoice. Thank you, L.C. W[redacted] Direct Energy Tulsa
COMPLAINT SUMMARY:
Ms. [redacted] states due to a Direct Energy system error her service
was disconnected. She states she paid her bill online and was then asked to
prove her payment by providing bank statements. Ms. [redacted] states she was
without service overnight and lost all of her groceries. She states she feels she
should be reimbursed for this loss due to the error being on the side of Direct
Energy.
COMPANY RESPONSE:
Direct Energy records confirm that Ms.
[redacted] previously held a postpaid account with Direct Energy and then moved to
our prepaid product. During this transition the proper account number was not
updated within our payment processing system. This caused Ms. [redacted]’s payments
to be routed to her previous postpaid account and created a negative balance on
her prepaid account that caused a disruption of service.
Bank statements are always requested
when attempting to locate missing payments, but were not needed due to further
research revealed the payment system issue. Direct Energy reached out to Ms.
[redacted] on [redacted] and advised her that the issue had been resolved and
that she would be provided a $75.00 credit for the loss of food or she would be
allowed to submit receipts for her losses should they be greater than $75.00.
Ms. [redacted] accepted the $75.00 credit as an acceptable 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 matter further.
DATE: July 28,
2015Complaint
No: [redacted] – [redacted]COMPLAINT SUMMARY:Ms. [redacted] states a Direct Energy door to door agent provided
misleading information. Ms. [redacted] is
requesting her service not be switched to Direct Energy. SUMMARY OF INVESTIGATION:[redacted]...
is not currently
enrolled with Direct Energy.We forwarded the concern to our Sales
Quality team for further review. We are
speaking with the agent who visited with Ms. [redacted] regarding his
presentation and coaching him to ensure all of Direct Energy’s policies and
procedures are followed. We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this complaint, we
did not attempt to contact Ms. [redacted] further.COMPANY RESPONSE:[redacted] is not currently enrolled with Direct
Energy. We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this
complaint, we did not attempt to contact Ms. [redacted] further.Direct Energy prides itself on maintaining 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 1-866-670-6771, and Direct Energy will be more than happy
to discuss this resolution further.
February 6,
2015
[Complaint No: [redacted]]
– [redacted]
Account # NA
COMPLAINT SUMMARY:
[redacted] states he has been contacted by Direct Energy for many
years stating he owes a balance on an account he had cancelled in 2004.
COMPANY...
RESPONSE:
At this time, we are unable to locate an account associated with
[redacted] based on the limited information he has supplied. A complaint agent
has left his contact information in a voicemail and has also emailed [redacted] in an effort to obtain more information, so we may better assist him
[redacted] is concerned with the trouble she was experienced
attempting to collect her deposit reimbursement of $77.89 from her WTU Retail
Energy...
account she closed on October 14, 2014.
COMPANY RESPONSE:
[redacted] was a WTU Retail Energy customer at [redacted] *, [redacted] from July 25, 2014 to October 13, 2014.
Our records reflect [redacted]’s remaining deposit of $77.89 was
reimbursed via check to her forwarding address of [redacted] on November 12, 2014.
Since receiving her complaint from the Revdex.com, WTU
Retail Energy initiated the process of putting a stop payment on the check and
re-issuing a new check, which will be sent to her mailing address.
A complaint analyst attempted to contact [redacted], without
success.
WTU Retail 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, WTU Retail Energy would be more than happy to discuss
this matter further.
v
Ms. Th[redacted] is concerned she has been experiencing trouble
receiving her reimbursement check since she closed her account in March 2014.
When she...
contacted Direct Energy regarding the matter, she was advised the
check was cashed on June 3, 2014.
COMPANY RESPONSE:
Ms.
T[redacted] had been a Direct Energy customer since February 10, 2014 at [redacted] S
[redacted] St Apt , [redacted] TX.
After
Ms. T[redacted] closed her account on March 13, 2014, her remaining credit balance
of $176.01 was reimbursed via check to her mailing address on March 15, 2014.
After
further review of the transaction it was
found a back office error had caused the reimbursement check to be addressed
and mailed to a different Direct Energy customer, who cashed the check on June
3, 2014.
A
complaint agent spoke with Ms. T[redacted] on January 28, 2014. He explained the
error which occurred, and also advised we are in the process of issuing her a
new reimbursement check. She should receive this check within 10-14 business
days.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. T[redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
[redacted] states she is a [redacted] Retail Energy Power to Go customer. She further states she currently pays
$0.079/kWh plus a $0.33 daily fee. She...
states
her daily read as of July 10, 2015, was
for usage of 55 kWh for total charge of
$6.11. She states she is being overbilled for services. [redacted] states she has contacted Direct
Energy’s Customer Care Center multiple times regarding this issue without
success.
SUMMARY
OF INVESTIGATION:
[redacted] has been a [redacted] Retail Energy Power to Go customer since March 31,
2014. She began services at [redacted].
On
July 13, 2015, [redacted] Retail Energy generated usage for July 10, 2015 in the
amount of $6.11. The breakdown of charges
is as follows:
On July 11, 2015, [redacted] contacted our
Customer Care Center stating she was being billed incorrectly.
A complaint analyst attempted to contact [redacted] to provide the findings of the investigation without success.
COMPANY
RESPONSE:
[redacted] Retail Energy deems [redacted] was validly invoiced for usage received from
AEP Central. In addition to [redacted] Energy Charge of $0.079/kWh and Daily Fee of $0.33, the Daily Usage charges
are comprised of Sales Tax, Miscellaneous Gross Receipts Tax Reimbursement
(MGRT), and PUCT Assessment fee. Our
records reflect [redacted] contacted our Customer Care Center on November 19,
2014, inquiring about Transmission and Distribution Utility (TDU) delivery
charges. However, prior to July 11,
2015, we have no records to support [redacted]’s assertion that she contacted
CPL Retail Energy regarding her concerns of being overcharged.
A
complaint analyst attempted to contact [redacted] without success.
[redacted]
Retail 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, [redacted] Retail Energy would
be more than happy to discuss this matter further.
September 21,
2015
[Complaint No:
[redacted]] – [redacted]
[redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states he enrolled with Direct Energy on June 26, 2015 with the
impression he would be assessed $0.093/kWh should his consumption remain under
2000 kWh. He...
states when he received the Electricity Facts Label it
contradicted the rate he agreed to. In addition, he states the Electricity
Facts Label stated his price could change at any time after he was advised the
price would be locked in.
SUMMARY
OF INVESTIGATION:
Mr. [redacted] has been a Direct Energy customer since
June 26, 2015 at 830 Indiana Ave # 3, Corpus Christi, TX
.
We are unable to access the enrollment call in which
Mr. [redacted] was read the terms of his fixed rate.
Mr. [redacted] had been invoiced according to the rate
that was selected during the enrollment.
A complaint analyst spoke with Mr. [redacted] on
September 21, 2015. The agent confirmed that Mr. [redacted]’ rate included a base
rate of $0.046/kWh, a monthly base charge of $4.95, and AEP Central Delivery
Charges. The analyst further explained that his average price per kWh was $0.093/kWh;
however, based on exactly 2,000 kWh as this disclosure is mandated by the
Public Utility Commission. Due to the nature of an average price, Mr. [redacted]’
price will fluctuate based on actual usage. The complaint analyst also advised
that Direct Energy currently does not offer variable priced products to
customers, and he is under a fixed rate term. Mr. [redacted] was referred to the
Electricity Facts Label he received after establishing his account, as this
information is presented within the document.
After speaking with the analyst, Mr. [redacted] stated he had a better
understanding of his rate as well as the average price. The analyst offered a
$50.00 credit for customer satisfaction and also placed an extension on his
account for the remaining account balance of $57.10, which was currently past
due. Mr. [redacted] was satisfied.
COMPANY
RESPONSE:
Mr.
[redacted] contacted Direct Energy on June 16, 2015 and established services
effective on June 26, 2015. He agreed to a fixed rate plan that included a base
rate of $0.046/kWh, a monthly base charge of $4.95, AEP Central Delivery
Charges, and an average price of $0.093/2000 kWh. Mr. [redacted] was provided with
a detailed explanation of the agreed upon rate.
As a gesture of goodwill a $50.00 credit was applied to Mr. [redacted]
account
A
complaint analyst spoke with Mr. [redacted] on September 21, 2015 and provided our
finding. Mr. [redacted] was satisfied.
If
Mr. [redacted] has any further questions regarding this matter, Direct Energy would
be more than happy to discuss this matter further.
Good Morning,At
Direct Energy our objective is to provide customers with exceptional service. We
apologize if Ms. [redacted] interaction was
less than favorable. The accounts billed
as contracted and no reimbursement is warranted. For full investigation details, we would
refer the Revdex.com to the original response.
Sincerely,
Direct
Energy Office of the President Department
SUMMARY OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy
customer since October 26, 2004. She
began services at 7806 Lamppost Ct., Houston, TX.
On September 3, 2014, Direct Energy
invoiced Ms. [redacted] for 1,799 kWh of usage received from Centerpoint in...
the
amount of $167.96, due by September 22, 2014.
On September 21, 2014, a payment of
$167.37 posted to Ms. [redacted]’s account leaving an account balance of $150.00.
On October 2, 2014, Direct Energy
invoiced Ms. [redacted] for 1,565 kWh of usage received from Centerpoint in the
amount of $177.11, due by October 20, 2014.
On October 5, 2014, Direct Energy
generated a Disconnection Notice for $150.00, due by October 27, 2014.
On October 20, 2014, Direct Energy
generated a Disconnection Notice for $334.61, due by November 10, 2014.
On October 26, 2014, a payment of $100.00
posted to Ms. [redacted]’s account leaving an account balance of $234.61.
On October 31, 2014, Direct Energy
invoiced Ms. [redacted] for 1,029 kWh of usage received from Centerpoint in the
amount of $160.57, due by November 19, 2014.
On November 10, 2014, a payment of
$50.00 posted to Ms. [redacted]’s account leaving an account balance of $352.54.
On November 14, 2014, Direct Energy
generated a Disconnection Notice in the amount of $184.61, due by December 5,
2014.
On December 3, 2014, Direct Energy
invoiced Ms. [redacted] for 2,065 kWh of usage received from Centerpoint in the
amount of $224.62, due by December 22, 2014.
On December 5, 2014, a payment of
$140.00 posted to Ms. [redacted]’s account leaving an account balance of $442.19.
On December 14, 2014, Direct Energy
generated a Disconnection Notice for $212.54, due by December 26, 2014.
On December 22, 2015, a payment of
$242.19 posted to Ms. [redacted]’s account leaving an account balance of $200.00.
On December 25, 2014, Direct Energy
generated a Disconnection Notice for $200.00, due by January 5, 2015.
On January 4, 2015, a payment of $200.00
posted to Ms. [redacted]’s account leaving a $0.00 account balance.
On January 6, 2015, Direct Energy
invoiced Ms. [redacted] for 2,109 kWh of usage received from Centerpoint in the amount of $256.58,
due by January 23, 2015.
On January 15, 2015, Ms. [redacted]
contacted our Customer Service Center to request a waiver of a $29.95
Collection Recovery Fee (CRF).
On January 15, 2015, as a one-time
gesture of goodwill Direct Energy waived a $29.95 Collection Recovery Fee.
On January 26, 2015, Direct Energy
generated a Disconnection Notice for $265.03, due by February 6, 2015.
On January 27, 2015, Ms. [redacted]
contacted our Collections Department to report a future payment. During the call the agent advised Ms.
[redacted] to request payment extensions to avoid being assessed the $29.95 CRF.
On January 28, 2015, a payment of $200.00
posted to Ms. [redacted]’s account leaving an account balance of $65.03.
A complaint analyst attempted to contact
Ms. [redacted] on February 20, 2015 without success.
COMPANY RESPONSE:
Direct Energy deems Ms. [redacted]’s account was validly assessed
Collection Recovery Fees (CRF) as a result of insufficient payment or payment
submitted which is less than the total amount due. As a courtesy, a $29.95
Collection Recovery Fee was waived on Ms. [redacted]’s account on January 15,
2015. Direct Energy deems no further
adjustments will be made to the account. Ms. [redacted] has been advised to
request a payment extension to avoid being assessed a $29.95 Collection
Recovery Fee.
A complaint analyst attempted to contact
Ms. [redacted] on February 20, 2015 without success.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
July 14, 2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
**.
[redacted] is concerned she is being assessed an Early Cancellation Fee after her
contract was adjusted from thirty-six months to twelve...
months.
SUMMARY
OF INVESTIGATION:
**. [redacted] has been a Direct Energy customer at
[redacted], [redacted], ** since April 9, 2014.
**. [redacted] spoke with an agent on April 9, 2015 to
renew her rate. While rate options were discussed, **. [redacted] did not officially
agree to a new rate during the conversation. Due to agent error, a renewal was
inadvertently placed into effect. **. [redacted] was invoiced on May 20, 2015 and
June 2, 2015 according to the incorrect rate.
**. [redacted] contacted Direct Energy again on June 10,
2015 to have the issue corrected. An agent was able to adjust the rate on her
account to a one year contract including a base rate of $0.046/kWh.
**. [redacted]’s new rate became effective and she was issued
her next invoice on July 1, 2015 with the correct rate. Due to system
limitations, a $295.00 Early Cancellation Fee was automatically assessed.
Since receiving **. [redacted]’s concerns from the
Revdex.com, her July 1, 2015 invoice was reversed and re-billed
with the Early Cancellation Fee waived.
A complaint agent spoke with **. [redacted] on July 13,
2015. He advised the Early Cancellation Fee was waived, and a credit of $75.00 was
applied to her account. He explained this credit was to compensate for the
incorrect rate assessed (totaling $41.00), as well as an additional amount as a
goodwill gesture. **. [redacted] was satisfied.
COMPANY
RESPONSE:
**.
[redacted] spoke with an agent on April 9, 2015 in an attempt to renew her rate.
While an agreement was not met during the conversation the agent, in error,
processed a renewal for Ms. [redacted] with an incorrect rate and was invoiced
twice at the rate. **. [redacted] later
spoke with an agent on June 10, 2015, who assisted in properly renewing **.
[redacted] on her current agreed rate. The rate update resulted in **. [redacted] being
automatically assessed a $295.00 Early Cancellation Fee on her July 1, 2015
along with her correct rate; however, the Early Cancellation Fee was later
waived. A $75.00 credit was applied to
**. [redacted]’s account to compensate for the incorrect rate and for any
inconvenience this matter may have caused.
A
complaint agent spoke with **. [redacted] regarding the resolution. **. [redacted] was
satisfied.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If **. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.
response to Revdex.com [redacted]
As listed in the attached Terms of Service Direct Energy
deems the following as acceptable methods to cancel services: by telephone
toll-free; for residential customers: 1-888-305-3828, Monday through Saturday
from 7:30 a.m. to 8:00 p.m. (CST), by fax: 1-800-346-2233, or e-mail us at
[email protected].
Be sure to include your name, address, phone number, ESI ID
or account number, and Social Security number. If you move without canceling
this Agreement, you will remain responsible for payment of all outstanding
balances and charges on your account until service is terminated.
April 21, 2016
[Complaint No:
[redacted]] – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states his enrollment was cancelled after the submission of his identification
as requested by [redacted]. He further states his enrollment...
was
cancelled without notification. He states he attempted to reach [redacted] to discuss the matter without success.
COMPANY
RESPONSE:
Our
records reflect Mr. [redacted] attempting to establish services at [redacted] on March 21, 20166. Before the enrollment process could
be completed, Mr. [redacted] was required to submit a copy of his driver’s license
and Social Security card.
On
March 24, 2016, [redacted] received a copy of Mr. [redacted]’s driver’s
license and Social Security card. The same day, an analyst from the Credit and
Debt Department attempted to contact Mr. [redacted] to complete the
enrollment. However, the analyst was
unable to leave a message. Later that day, the analyst made a second attempt to
contact Mr. [redacted] without success.
Our
records do not reflect Mr. [redacted] contacting [redacted] to inquire
about the enrollment process. Further, our records reflect multiple attempts by
an agent to contact Mr. [redacted] after the documents were received to complete
the enrollment without success.
On
April 1, 2016, the account was automatically cancelled when no further contact
was made with Mr. [redacted].
Since
receiving Mr. [redacted]’s complaint from the Revdex.com, a complaint
analyst was able to communicate the reason the enrollment was cancelled via
email with Mr. [redacted] on April 19, 2016. No charges were assessed to Mr. [redacted]
as the enrollment was not completed. The analyst also advised that a new
enrollment would be required should he wish to proceed with services with [redacted].
If
Mr. [redacted] has any further questions regarding this matter, [redacted] would
be more than happy to discuss this matter further.
June 14, 2016 [Complaint No: [redacted]] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she is being contacted by a collection agency regarding a debt owed to Direct Energy. She states she paid the final bill. Ms. [redacted] states after the payment she...
received no further bills from Direct Energy. COMPANY RESPONSE: Ms. [redacted] had been a Direct Energy customer at [redacted] since October 31, 2011. On March 1, 2016, Ms. [redacted] remitted payment in the amount of $187.00 via our Interactive Voice Response (IVR) phone system. The payment left Ms. [redacted] with an account balance of $128.78. On March 2, 2015, Ms. [redacted] requested a Move Out due to a move. We are currently unable to locate the call to determine if a forwarding address was given. No account notes reflect any further contact from Ms. [redacted]. On March 6, 2015, she was mailed a final invoice for the amount of $224.76. This invoice included current consumption charges of $95.98, and a previous balance of $128.78. This invoice was mailed to Ms. [redacted]’ account service address. On May 21, 2015, the final unpaid balance was forwarded to a to a third party collection agency. On June 26, 2015 and July 24, 2015, records reflect Ms. [redacted] remitting payments in the amount of $37.46 to the third party agency, leaving her with a remaining balance of $149.84. Between June 8, 2016 and June 14, 2016, a complaint analyst has communicated the above information via email with Ms. [redacted]. While Ms. [redacted] feels she is not responsible for the debt in its entirety, the analyst advised that Direct Energy would write off the consumption charges of $95.98 from her final invoice; however, she would be responsible for the remaining amount of $53.86, as these charges were assessed and communicated via invoice prior to her move. This is the final resolution. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.
DATE: November 10, 2014
Complaint
No: [redacted]
Account #: Gas
- [redacted] & Electric - [redacted]
COMPLAINT SUMMARY:
[redacted] states he noticed his bill for electric and gas supply increased without
notice....
SUMMARY OF INVESTIGATION:
The account
belonging to [redacted] was enrolled with Direct Energy on January 4,
2012 for service at [redacted]. The account was enrolled for electricity
supply on a fixed rate of $0.0953/kwh for 12 months with no early termination
fees, and the gas account was enrolled on a fixed rate of $0.649/Therm for 12
months with no early termination fees.
On January
4, 2012, the terms and conditions were mailed to the
address listed above, and are attached.
On August
24, 2012, the gas account automatically renewed on a month to month variable rate.
On
December 20, 2012, the electricity account automatically renewed on a month to
month variable rate.
On September
27, 2014, Mr. [redacted] contacted our Customer Care
Center to inquire about a high bill, at which time the agent inform him both
accounts were billing on our month to month variable rate. He requested both account be cancelled. We submitted a cancellation request for both
accounts to the utilities; the utilities accepted the transactions and provided
an effective date of October 24, 2014 for both accounts
During our
investigation of the account we found a renewal notice was not mailed to Ms.
[redacted] prior to the account migrating onto a month to month variable rate;
therefore we calculated a reimbursement from August 24, 2012 until November 1, 2014
for the difference between the variable rate charged and the fixed rate of $0.649/Therm, for a total of $232.36 for the gas account, and
a reimbursement from December 20, 2012 until October 24, 2014 for the
difference between the variable rate charged and the fixed rate of $0.0953/kWh for a total of $556.15 for the electric
account. The reimbursement was sent to the utility and will
be reflected as a credit on his bill within 1-2 billing cycles.
On November 7, 2014, a complaint analyst contacted Mr. [redacted]
to provide him with the investigation findings.
COMPANY RESPONSE:
Direct
Energy confirms Mr. [redacted] completed a
valid enrollment on August 23, 2012. A
renewal notice was not mailed to Mr. [redacted] prior to
the accounts automatically renewing on month to month variable pricing;
therefore, a reimbursement was calculated for both accounts.
A
complaint analyst contacted Mr. [redacted] on November 7, 2014, and provided our findings. Mr. [redacted] was satisfied with the resolution.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Mr.
[redacted] has
any further questions regarding this resolution, he may contact us at
[redacted], and Direct Energy will be more
than happy to discuss this resolution further.
Revdex.com:
This letter is to inform you that First Choice Power has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/6/2016 and assigned ID [redacted]
Regards,
April 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: File Number:[redacted] Cardsgaard IN-[redacted]
Dear Team,
We received the customer’s complaint and would like to respond accordingly. ...
On July 1, 2013, the customer purchased a DE Protection Plan through a local plumbing contractor. Per that Agreement, Section 5.C., “THIS CONTRACT IS FOR AN INITIAL ONE-YEAR TERM COMMENCING ON THE DATE SET FORTH ON YOUR COVERAGE PLAN LETTER OPPOSITE THE HEADING “CONTRACT PERIOD START DATE” AND ENDING ON THE DATE OPPOSITE THE HEADING “CONT RACT PERIOD END DATE”. IF YOU SELECTED A REGULAR PAYMENT OPTION AND WE ELECT TO RENEW YOUR PLAN, WE WILL NOTIFY YOU OF THE TERMS (INCLUDING ANY INCREASE TO THE PRICE OF THE PLAN(S)) WITHIN SIXTY (60) DAYS PRIOR TO EXPIRATION OF COVERAGE. YOU WILL AUTOMATICALLY BE RENEWED FOR ONE (1) YEAR UNLESS YOU NOTIFY US, IN WRITING, PRIOR TO THE PLAN EXPIRATION, BY MAIL: [redacted], [redacted], [redacted] OR BY EMAIL: [redacted]. YOUR FIRST RENEWAL PAYMENT WILL SERVE AS YOUR AUTHORIZATION FOR ANOTHER YEAR. IF YOU REQUEST TO CANCEL AFTER AUTOMATIC RENEWAL TAKES PLACE, WE WILL HONOR YOUR REQUEST TO CANCEL IMMEDIATELY PURSUANT TO SECTION 12. IF YOU HAVE ANY QUESTIONS, OUR TOLL FREE NUMBER IS [redacted]. YOU MAY CANCEL THIS CONTRACT AT ANY TIME AS DESCRIBED IN SECTION 12.” Per Section 12, “You may cancel this Contract at any time. We may cancel this Contract at any time due to Your non-payment, fraud, material misrepresentation or breach of this Contract. In addition, We may be required to cancel this Contract as a result of a decision or order of a governmental body or a change in laws or regulations. If either You or Direct Energy cancels this Contract within 30 days from the Contract Period Start Date set forth on Your Coverage Plan Letter and You have not received any “Maintenance” or “Repair” service, You are entitled to a full refund of the amount paid by You under this Contract. If You have not received any “Maintenance” or “Repair” services (including any replacement credit), and either You or Direct Energy cancels this Contract after 30 days from the Contract Period Start Date, but before the end of the one-year term, You are entitled to a pro rata refund of the amount paid by You for the unexpired term. If you have paid in full for the oneyear term of this Contract and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including any replacement credit), You shall be entitled to a pro rata refund of the amount paid by You for the unexpired term less any service/credit costs incurred by Us. If you are enrolled in a monthly payment plan and You cancel this Contract before the end of the one-year term and You have received “Maintenance” or “Repair” services (including a replacement credit), then You will be responsible for the lesser of the costs incurred by Us or the balance due under this Contract. Your cancellation will be effective immediately following the monthly period in which this Contract is canceled. We reserve the exclusive right not to renew this Contract for any reason.”
The customer was provided a renewal letter, with a duplicate copy of their contract as of July 1, 2014(the date of their renewal). They did not contact us at that time, in reference to the renewal, and only called us On April 6, 2015 to address the contract.
The customer provided a letter to cancel the renewal of the coverage on April 6, 2015. As this was after the contract renewal date of July 1, 2014, the coverage was renewed per our Contractual Agreement. As we have received the customer’s request to cancel the coverage after the first 30 days, we will provide a pro rata refund for the unexpired term.
If you should have any questions or concerns I can be reached at [redacted]
Sincerely,
[redacted]
[redacted]
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.
Sent: Friday, August 21, 2015 12:09 PM To: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, Our records reflect the payment of $50.00 was reversed on June 18, 2015. In addition, Ms. [redacted] was provided trace # [redacted] to assist her financial institution with locating the funds reversed to her account by Direct Energy. In the interest of customer service, a goodwill credit in the amount of $50.00 was applied to Ms. [redacted]’s account and will be reflected on the next invoice. Thank you, L.C. W[redacted] Direct Energy Tulsa
[redacted]
[Complaint No: [redacted]]
– [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
Ms. [redacted] states due to a Direct Energy system error her service
was disconnected. She states she paid her bill online and was then asked to
prove her payment by providing bank statements. Ms. [redacted] states she was
without service overnight and lost all of her groceries. She states she feels she
should be reimbursed for this loss due to the error being on the side of Direct
Energy.
COMPANY RESPONSE:
Direct Energy records confirm that Ms.
[redacted] previously held a postpaid account with Direct Energy and then moved to
our prepaid product. During this transition the proper account number was not
updated within our payment processing system. This caused Ms. [redacted]’s payments
to be routed to her previous postpaid account and created a negative balance on
her prepaid account that caused a disruption of service.
Bank statements are always requested
when attempting to locate missing payments, but were not needed due to further
research revealed the payment system issue. Direct Energy reached out to Ms.
[redacted] on [redacted] and advised her that the issue had been resolved and
that she would be provided a $75.00 credit for the loss of food or she would be
allowed to submit receipts for her losses should they be greater than $75.00.
Ms. [redacted] accepted the $75.00 credit as an acceptable 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 matter further.
Revdex.com 10885575
DATE: July 28,
2015Complaint
No: [redacted] – [redacted]COMPLAINT SUMMARY:Ms. [redacted] states a Direct Energy door to door agent provided
misleading information. Ms. [redacted] is
requesting her service not be switched to Direct Energy. SUMMARY OF INVESTIGATION:[redacted]...
is not currently
enrolled with Direct Energy.We forwarded the concern to our Sales
Quality team for further review. We are
speaking with the agent who visited with Ms. [redacted] regarding his
presentation and coaching him to ensure all of Direct Energy’s policies and
procedures are followed. We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this complaint, we
did not attempt to contact Ms. [redacted] further.COMPANY RESPONSE:[redacted] is not currently enrolled with Direct
Energy. We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this
complaint, we did not attempt to contact Ms. [redacted] further.Direct Energy prides itself on maintaining 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 1-866-670-6771, and Direct Energy will be more than happy
to discuss this resolution further.
February 6,
2015
[Complaint No: [redacted]]
– [redacted]
Account # NA
COMPLAINT SUMMARY:
[redacted] states he has been contacted by Direct Energy for many
years stating he owes a balance on an account he had cancelled in 2004.
COMPANY...
RESPONSE:
At this time, we are unable to locate an account associated with
[redacted] based on the limited information he has supplied. A complaint agent
has left his contact information in a voicemail and has also emailed [redacted] in an effort to obtain more information, so we may better assist him
January 28,
2015
[Complaint No: 10408748]
– [redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
[redacted] is concerned with the trouble she was experienced
attempting to collect her deposit reimbursement of $77.89 from her WTU Retail
Energy...
account she closed on October 14, 2014.
COMPANY RESPONSE:
[redacted] was a WTU Retail Energy customer at [redacted] *, [redacted] from July 25, 2014 to October 13, 2014.
Our records reflect [redacted]’s remaining deposit of $77.89 was
reimbursed via check to her forwarding address of [redacted] on November 12, 2014.
Since receiving her complaint from the Revdex.com, WTU
Retail Energy initiated the process of putting a stop payment on the check and
re-issuing a new check, which will be sent to her mailing address.
A complaint analyst attempted to contact [redacted], without
success.
WTU Retail 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, WTU Retail Energy would be more than happy to discuss
this matter further.
v
February 3,
2015
[Complaint No: [redacted]]
– Samantha T[redacted]
Account #: [redacted]
COMPLAINT SUMMARY:
Ms. Th[redacted] is concerned she has been experiencing trouble
receiving her reimbursement check since she closed her account in March 2014.
When she...
contacted Direct Energy regarding the matter, she was advised the
check was cashed on June 3, 2014.
COMPANY RESPONSE:
Ms.
T[redacted] had been a Direct Energy customer since February 10, 2014 at [redacted] S
[redacted] St Apt , [redacted] TX.
After
Ms. T[redacted] closed her account on March 13, 2014, her remaining credit balance
of $176.01 was reimbursed via check to her mailing address on March 15, 2014.
After
further review of the transaction it was
found a back office error had caused the reimbursement check to be addressed
and mailed to a different Direct Energy customer, who cashed the check on June
3, 2014.
A
complaint agent spoke with Ms. T[redacted] on January 28, 2014. He explained the
error which occurred, and also advised we are in the process of issuing her a
new reimbursement check. She should receive this check within 10-14 business
days.
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. T[redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.
v
July 21, 2015
[Complaint No:
Revdex.com [redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
[redacted] states she is a [redacted] Retail Energy Power to Go customer. She further states she currently pays
$0.079/kWh plus a $0.33 daily fee. She...
states
her daily read as of July 10, 2015, was
for usage of 55 kWh for total charge of
$6.11. She states she is being overbilled for services. [redacted] states she has contacted Direct
Energy’s Customer Care Center multiple times regarding this issue without
success.
SUMMARY
OF INVESTIGATION:
[redacted] has been a [redacted] Retail Energy Power to Go customer since March 31,
2014. She began services at [redacted].
On
July 13, 2015, [redacted] Retail Energy generated usage for July 10, 2015 in the
amount of $6.11. The breakdown of charges
is as follows:
·
Daily
Fee $0.3300
·
Consumption
Billing $4.3400
·
AEP
Central Customer charge $0.3000
·
AEP
Central Delivery charge $2.1900
·
LIDA
Discount $-1.3500
·
GROSS
RECEIPTS REIMB $0.1430
·
TX
PUC ASSESSMENT $0.0120
·
CITY
SALES TAX $0.1460
On July 11, 2015, [redacted] contacted our
Customer Care Center stating she was being billed incorrectly.
A complaint analyst attempted to contact [redacted] to provide the findings of the investigation without success.
COMPANY
RESPONSE:
[redacted] Retail Energy deems [redacted] was validly invoiced for usage received from
AEP Central. In addition to [redacted] Energy Charge of $0.079/kWh and Daily Fee of $0.33, the Daily Usage charges
are comprised of Sales Tax, Miscellaneous Gross Receipts Tax Reimbursement
(MGRT), and PUCT Assessment fee. Our
records reflect [redacted] contacted our Customer Care Center on November 19,
2014, inquiring about Transmission and Distribution Utility (TDU) delivery
charges. However, prior to July 11,
2015, we have no records to support [redacted]’s assertion that she contacted
CPL Retail Energy regarding her concerns of being overcharged.
A
complaint analyst attempted to contact [redacted] without success.
[redacted]
Retail 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, [redacted] Retail Energy would
be more than happy to discuss this matter further.
September 21,
2015
[Complaint No:
[redacted]] – [redacted]
[redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr.
[redacted] states he enrolled with Direct Energy on June 26, 2015 with the
impression he would be assessed $0.093/kWh should his consumption remain under
2000 kWh. He...
states when he received the Electricity Facts Label it
contradicted the rate he agreed to. In addition, he states the Electricity
Facts Label stated his price could change at any time after he was advised the
price would be locked in.
SUMMARY
OF INVESTIGATION:
Mr. [redacted] has been a Direct Energy customer since
June 26, 2015 at 830 Indiana Ave # 3, Corpus Christi, TX
.
We are unable to access the enrollment call in which
Mr. [redacted] was read the terms of his fixed rate.
Mr. [redacted] had been invoiced according to the rate
that was selected during the enrollment.
A complaint analyst spoke with Mr. [redacted] on
September 21, 2015. The agent confirmed that Mr. [redacted]’ rate included a base
rate of $0.046/kWh, a monthly base charge of $4.95, and AEP Central Delivery
Charges. The analyst further explained that his average price per kWh was $0.093/kWh;
however, based on exactly 2,000 kWh as this disclosure is mandated by the
Public Utility Commission. Due to the nature of an average price, Mr. [redacted]’
price will fluctuate based on actual usage. The complaint analyst also advised
that Direct Energy currently does not offer variable priced products to
customers, and he is under a fixed rate term. Mr. [redacted] was referred to the
Electricity Facts Label he received after establishing his account, as this
information is presented within the document.
After speaking with the analyst, Mr. [redacted] stated he had a better
understanding of his rate as well as the average price. The analyst offered a
$50.00 credit for customer satisfaction and also placed an extension on his
account for the remaining account balance of $57.10, which was currently past
due. Mr. [redacted] was satisfied.
COMPANY
RESPONSE:
Mr.
[redacted] contacted Direct Energy on June 16, 2015 and established services
effective on June 26, 2015. He agreed to a fixed rate plan that included a base
rate of $0.046/kWh, a monthly base charge of $4.95, AEP Central Delivery
Charges, and an average price of $0.093/2000 kWh. Mr. [redacted] was provided with
a detailed explanation of the agreed upon rate.
As a gesture of goodwill a $50.00 credit was applied to Mr. [redacted]
account
A
complaint analyst spoke with Mr. [redacted] on September 21, 2015 and provided our
finding. Mr. [redacted] was satisfied.
If
Mr. [redacted] has any further questions regarding this matter, Direct Energy would
be more than happy to discuss this matter further.
Good Morning,At
Direct Energy our objective is to provide customers with exceptional service. We
apologize if Ms. [redacted] interaction was
less than favorable. The accounts billed
as contracted and no reimbursement is warranted. For full investigation details, we would
refer the Revdex.com to the original response.
Sincerely,
Direct
Energy Office of the President Department