November 4,
2015
Revdex.com Case
#[redacted] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr. [redacted] stated he went online on October
21, 2015 to set up new service to begin on October 23, 2015, and was assessed a
$100 deposit. He states he called on...
October 22, 2015 to confirm service would
be established on October 23, 2015. Mr. [redacted] sates his previous provider
disconnected the service on October 26, 2015, and when he contacted Direct Energy
he was assured service would be connected the same day before 7:00 p.m. Mr. [redacted] states he spoke with a supervisor
who stated there was service at his address already, and to check the breakers
and meter. He states she called
Centerpoint Energy who stated they were on Emergency Mode, and she couldn't do
anything to assist. Mr. [redacted] states he explained he was attempting to
confirm that his new service was going to be established, and never cancelled
anything. Mr. [redacted] stated he contacted Centerpoint and provided his
information, and was advised they had not received an order from Direct Energy to
connect service at his service location. Mr. [redacted] states on October 27, 2015
he called Direct Energy and explained the situation, and was informed service
had been established at the wrong address since October 23, 2015, and would
need to put in another order. He states he had to sign up again for service.
SUMMARY
OF INVESTIGATION:
Direct Energy’s records confirm Mr. [redacted] completed
an online enrollment for service at [redacted] to
be established on October 30, 2015. A
$100.00 deposit was required to issue the service request (confirmation email
attached).
On October 21, 2015, a $100.00 payment was received
which satisfied the deposit amount.
On October 26, 2015, Ms. [redacted] contacted our
Customer Service Department indicating their service had been disconnected, and
requested to have service connected that same day. She stated they had contacted Direct Energy
on October 21, 2015 and October 22, 2015 to verify the service would be
connected on October 23, 2015, as they had already submitted the deposit
payment. She was advised a Switch can
take up to 7 days to complete, and the account reflected the requested date as
October 30, 2015. To assist her further a
request to cancel the October 30, 2015 Switch was issued to the Market, and a same
day Move In was issued; however, the same day Switch was issued for the
customer’s previous service location at the [redacted].
On October 26, 2015, Marily [redacted] contacted our Customer
Service Department, and was advised the premise had been energized. The representative assisting Ms. [redacted]
contacted the Centerpoint Energy; however, they were unable to assist as they
were in Emergency Mode, which indicates the utility daily transaction requests
are halted until the Emergency situation is cleared, at which time they would
resume the daily processing requests.
On October 27, 2015, Ms. [redacted] contacted our
Customer Service Department indicating the agent enrolled them for service at
the incorrect service address, and she was online completing a new enrollment
for the [redacted]. A same day Move In was scheduled, and
completed the same day.
A complaint analyst left a message on October 29,
2015 to address Mr. [redacted]’s concerns. To
date, the call has not been returned.
COMPANY
RESPONSE:
Direct
Energy confirms a request for a Switch was received on October 21, 2015 with an
effective date of October 30, 2015 for service at [redacted]. The $100.00 deposit
requirement was received the same day, and the future Switch was issued to the Market. There is no indication Mr. or Ms. [redacted] contacted
Direct Energy to inquire about the Switch request prior to their service
disconnection by their previous provider.
When
Ms. [redacted] contacted us on October 26, 2015, indicating the service had been
disconnected by the previous service provider, a cancellation request for the
future Switch was issued, and a same day Move In was submitted. However, the same day Move In was submitted under
the [redacted]’s previous service address of [redacted]. When Ms. [redacted] contacted Direct
Energy stating service was not connected, a call to the utility was made to
inquire about the service connection; however, the utility was in Emergency Mode,
and could not provide assistance with the situation. When Ms. [redacted] contacted
Direct Energy on October 27, 2015, stating the Move In request had been issued
to the incorrect service address, a same day Move In was issued for the [redacted], which completed later that day. A request to return the [redacted] service address to the previous provider was placed, and the
[redacted]’s will not be responsible for any charges associated with this service
location.
A
complaint analyst attempted to contact Mr. or 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 Mr. or Ms.
[redacted] has any further questions regarding this matter, Direct Energy would be
more than happy to discuss this matter further.
Good Afternoon, Please find the response below for your review. Thank you, Suzy [redacted] Office of the President Complaint Analyst
CPL
Retail Energy (CPL) does not presently have an account for Mr. [redacted]. The premise located at [redacted]...
[redacted] and the phone number provided were placed on
our internal Do Not Call and Do Not Knock lists.
A
complaint analyst attempted to contact Mr. [redacted] to provide our resolution.
CPL
Retail Energy prides itself on maintaining a high level of customer service,
and we regret anything that may have been considered unsatisfactory. If Mr. [redacted]
has any further questions regarding this matter, CPL Retail Energy would be
more than happy to discuss this matter further.
Mr. [redacted] is concerned he being assessed Collection Recovery Fees
when he is not disconnected and after he has made a payment arrangement....
In
October 2014, he was assessed a Collection Recovery Fee before a Disconnection Notice
was sent.
SUMMARY OF INVESTIGATION:
Mr. [redacted] has been a First Choice Power
customer since October 2013 at [redacted]
He was provided with the Terms of
Service during the enrollment, as well as an additional document when he first
lodged a complaint with the Public Utility Commission regarding the Collection Recovery
Fee and how the fee is assessed.
As a result of Mr. [redacted] poor payment
history, he has been sent eight Disconnection Notices for non-payment in the
previous twelve months. As a result, he has been assessed a Collection Recovery
Fee of either $14.95 or $29.00 (due to Lite-up discount) for each notice, and
was indicated on each invoice with the date in which the Disconnection Notice
was sent.
Mr. [redacted] was recently sent Disconnection
Notices on the following dates:
Records reflect Mr. [redacted] has broken
eight of the ten payment arrangements he established for his account in 2014.
A complaint agent spoke with Mr. [redacted]
on November 5, 2014 and discussed his concerns. The analyst also explained how
payments are processed to the account and that they must be made by the due
date and that payments can take up to forty-eight hours to post to the account,
as is advised each time a payment is made. While each Collection Recovery Fees
have been valid, the agent agreed to extend an additional one-time courtesy in
waiving his most recent Collection Recovery Fee. This will be displayed on his
next invoice.
COMPANY RESPONSE:
Mr. [redacted] is being validly assessed Collection Recovery Fees associated
with Disconnection Notices sent for possessing a past due balance. Mr. [redacted]
has been properly advised of the charges when he was sent his Terms of Service
document. After filing a complaint with the Public Utility Commission in August
of 2014, he was further advised of the Collection Recovery Fee and how they are
assessed based on his past due status. Mr. [redacted] has broken eight of the ten
payment arrangements extended to him within the past year.
A complaint agent spoken with Mr. [redacted], and explained the
payment process. The agent waived an
additional Collection Recovery Fee as a one-time courtesy. Mr. [redacted] was
satisfied. Moving forward no further waivers of the Collection Recovery Fee
will be provided.
First Choice Power prides itself on maintaining and
exceeding a high level of customer service, and we regret anything that may be
considered below satisfactory. If Mr. [redacted] has any further questions
regarding this matter, First Choice Power would
be more than happy to discuss this matter further. *
SUMMARY OF INVESTIGATION:
Ms. [redacted] has
had First Choice Power account [redacted] with service at [redacted] since February 25, 2013. Prior to her current service address, she had
service at [redacted] from March...
31, 2009
to December 31, 2009.
On September
29, 2014, Ms. [redacted] contacted First Choice Power’s Customer Service Center to
dispute a balance transfer of $656.88 from account [redacted] at service address
[redacted], which was in the name of [redacted] with
the same date of birth noted in Ms. [redacted]’s undisputed account. She then stated she wished to dispute the
transfer as fraudulent.
A First
Choice Power investigator from the Office of the President forwarded a fraud
packet to Ms. [redacted] on October 2, 2014. No
further actions were taken pending receipt of the required documentation and
verification of her residence at the time of the disputed account.
On October
17, 2014 Ms. [redacted] forwarded documentation in support of her dispute. These documents included an ID Theft
Affidavit which named the disputed address as her valid address at the time of
the fraud. Based on this information,
her request to process the balance transfer as fraud was denied and a letter to
inform of our findings was sent to her address at [redacted] from our investigator in the Office of the President.
On December
3, 2014 Ms. [redacted] again sent in the same documentation in dispute of the balance
transfer. A First Choice Power
investigator from the Office of the President contacted Ms. [redacted] on December 8,
2014 to explain the documentation she had forwarded reflected her
acknowledgment of the disputed address as her own. Ms. [redacted] explained she had not understood the
form and that she did not reside at the disputed address at any time. She was informed she would need to resubmit
documentation to support her residence at the time of the disputed
account. Ms. [redacted] then submitted the
corrected documentation on December 8, 2014.
On December
8, 2014, following receipt of Ms. [redacted]’s corrected documents, the First Choice
Power investigator from the Office of the President removed the disputed
balance of $656.88, returning it to account [redacted]. Additionally, the investigator removed $73.92
in fees associated with this balance transfer, as well as reversing a
collection recovery fee which was to be assessed on the concurrent billing
invoice. Any collection activity was
recalled and a disposition letter of confirmation of all actions was sent to
Ms. [redacted] on December 8, 2014.
These actions
left a valid balance of $581.01 on Ms. [redacted]’s account number [redacted] for her
confirmed service address. In addition
to the final disposition letter sent, our Office of the President investigator
called Ms. [redacted] on December 8, 2014 to convey these adjustments, actions and
inform of her remaining balance. Ms.
[redacted] acknowledged all actions as understood, including the valid remaining
balance due. Ms. [redacted] advised she would
contact our Customer Service Center to establish a payment arrangement for the
remaining valid balance.
All related
documentation will accompany this response.
COMPANY RESPONSE:
First Choice Power confirms upon
receipt of the correct documentation on December 8, 2014, the disputed transfer
balance of $656.88 was removed from Ms. [redacted]’s account. First Choice Power sincerely apologizes for any
misunderstanding concerning the resolution of Ms. [redacted]’s previous dispute and remaining
valid balance following removal of a disputed transfer balance.
A complaint
analyst provided Ms. [redacted] with the resolution of her original contact
concerning the balance transfer issue on December 8, 2014, with all actions
completed to her satisfaction per a resolution call on that date. Our investigator attempted to contact Ms.
[redacted] at the phone number provided in her complaint; however, a recording states
voicemail has not been set up and the line disconnects. A letter of explanation will be forwarded to
Ms. [redacted] to review all actions taken and the previous resolution provided.
First Choice
Power 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 the matter, First Choice Power would be more than happy to discuss
the resolution further.
SUMMARY OF INVESTIGATION:
Ms. [redacted] has
had First Choice Power account [redacted] with service at [redacted] since February 25, 2013. Prior to her current service address, she had
service at [redacted] from March 31, 2009
to December 31, 2009.
On September
29, 2014, Ms. [redacted] contacted First Choice Power’s Customer Service Center to
dispute a balance transfer of $656.88 from account [redacted] at service address
[redacted], which was in the name of [redacted] with
the same date of birth noted in Ms. [redacted]’s undisputed account. She then stated she wished to dispute the
transfer as fraudulent.
A First
Choice Power investigator from the Office of the President forwarded a fraud
packet to Ms. [redacted] on October 2, 2014. No
further actions were taken pending receipt of the required documentation and
verification of her residence at the time of the disputed account.
On October
17, 2014 Ms. [redacted] forwarded documentation in support of her dispute. These documents included an ID Theft
Affidavit which named the disputed address as her valid address at the time of
the fraud. Based on this information,
her request to process the balance transfer as fraud was denied and a letter to
inform of our findings was sent to her address at [redacted] from our investigator in the Office of the President.
On December
3, 2014 Ms. [redacted] again sent in the same documentation in dispute of the balance
transfer. A First Choice Power
investigator from the Office of the President contacted Ms. [redacted] on December 8,
2014 to explain the documentation she had forwarded reflected her
acknowledgment of the disputed address as her own. Ms. [redacted] explained she had not understood the
form and that she did not reside at the disputed address at any time. She was informed she would need to resubmit
documentation to support her residence at the time of the disputed
account. Ms. [redacted] then submitted the
corrected documentation on December 8, 2014.
On December
8, 2014, following receipt of Ms. [redacted]’s corrected documents, the First Choice
Power investigator from the Office of the President removed the disputed
balance of $656.88, returning it to account [redacted]. Additionally, the investigator removed $73.92
in fees associated with this balance transfer, as well as reversing a
collection recovery fee which was to be assessed on the concurrent billing
invoice. Any collection activity was
recalled and a disposition letter of confirmation of all actions was sent to
Ms. [redacted] on December 8, 2014.
These actions
left a valid balance of $581.01 on Ms. [redacted]’s account number [redacted] for her
confirmed service address. In addition
to the final disposition letter sent, our Office of the President investigator
called Ms. [redacted] on December 8, 2014 to convey these adjustments, actions and
inform of her remaining balance. Ms.
[redacted] acknowledged all actions as understood, including the valid remaining
balance due. Ms. [redacted] advised she would
contact our Customer Service Center to establish a payment arrangement for the
remaining valid balance.
All related
documentation will accompany this response.
COMPANY RESPONSE:
First Choice Power confirms upon
receipt of the correct documentation on December 8, 2014, the disputed transfer
balance of $656.88 was removed from Ms. [redacted]’s account. First Choice Power sincerely apologizes for any
misunderstanding concerning the resolution of Ms. [redacted]’s previous dispute and remaining
valid balance following removal of a disputed transfer balance.
A complaint
analyst provided Ms. [redacted] with the resolution of her original contact
concerning the balance transfer issue on December 8, 2014, with all actions
completed to her satisfaction per a resolution call on that date. Our investigator attempted to contact Ms.
[redacted] at the phone number provided in her complaint; however, a recording states
voicemail has not been set up and the line disconnects. A letter of explanation will be forwarded to
Ms. [redacted] to review all actions taken and the previous resolution provided.
First Choice
Power 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 the matter, First Choice Power would be more than happy to discuss
the resolution further.
Ms.
[redacted] states she did not receive a final invoice. In addition, she is
concerned she was assessed $152.46 for charges from September 1, 2015 through
September 7, 2015.
COMPANY
RESPONSE:
Prior
to receiving her final invoice, Ms. [redacted] possessed a credit balance of
$355.07. This balance included her original payment of $225.07, which satisfied
her then current balance. Her duplicate payment of the same amount gave her a
credit balance of $225.07. The complaint analyst applied a credit in the amount
of $25.00 and $105.00 as per the resolution.
Our
records reflect Ms. [redacted] being sent her final invoice on September 6, 2015
for consumption charges of $152.46, for services from August 11, 2015 through
September 4, 2015. Once the consumption charges were assessed to her account,
she possessed a credit balance of $202.61. Please keep in mind, at the time,
her duplicate payment was still present on the account.
On
September 14, 2015, we received a payment reversal notification for the duplicate
payment before our internal process was able to complete. It is likely Ms.
[redacted] utilized her bank in order to settle the dispute.
As
a result, the duplicate payment of $225.07 was reversed, which removed the
credit amount from her Direct Energy account. As of September 14, 2015, Ms.
[redacted] was left with the true and final debit balance of $22.46.
While
Ms. [redacted] was previously compensated by the complaint analyst for the
inconvenience, the complaint analyst wrote off the final account balance. Ms.
[redacted] now possesses a zero balance, and our records reflect the original
duplicate payment was reversed. Ms. [redacted] will need to follow up with her bank
for further assistance.
April 20, 2017 [Complaint No: [redacted]] – [redacted]Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states he was provided incorrect information regarding the referral bonus. He further states he never received the bonus. SUMMARY OF INVESTIGATION: Mr. [redacted] has been...
a Direct Energy customer at [redacted], since June 22, 2016. On June 22, 2016, Mr. [redacted] completed an online enrollment for service at [redacted] On July 25, 2016, Mr. [redacted] completed another online enrollment for service at [redacted]. On April 13, 2017, a complaint analyst initially spoke with Mr. [redacted] in regard to his Refer-A-Friend credits. He was advised that the credit is not applicable for enrolling his own accounts. On April 17, 2017, a complaint analyst was able to communicate with Mr. [redacted] regarding the resolution. COMPANY RESPONSE: A complaint analyst was able to communicate with Mr. [redacted] on April 17, 2017. A $100 Goodwill Credit was applied to his account in lieu of the Refer-A-Friend credits, and further explained the credits are only applicable when he refers another customer. Mr. [redacted] understood the policy and appreciated the resolution. We are unable to confirm whether Mr. [redacted] was given incorrect information regarding the Refer-A-Friend Program by an agent. Direct Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.
November 4,
2015
Revdex.com Case
#[redacted] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Mr. [redacted] stated he went online on October
21, 2015 to set up new service to begin on October 23, 2015, and was assessed a
$100 deposit. He states he called on...
October 22, 2015 to confirm service would
be established on October 23, 2015. Mr. [redacted] sates his previous provider
disconnected the service on October 26, 2015, and when he contacted Direct Energy
he was assured service would be connected the same day before 7:00 p.m. Mr. [redacted] states he spoke with a supervisor
who stated there was service at his address already, and to check the breakers
and meter. He states she called
Centerpoint Energy who stated they were on Emergency Mode, and she couldn't do
anything to assist. Mr. [redacted] states he explained he was attempting to
confirm that his new service was going to be established, and never cancelled
anything. Mr. [redacted] stated he contacted Centerpoint and provided his
information, and was advised they had not received an order from Direct Energy to
connect service at his service location. Mr. [redacted] states on October 27, 2015
he called Direct Energy and explained the situation, and was informed service
had been established at the wrong address since October 23, 2015, and would
need to put in another order. He states he had to sign up again for service.
SUMMARY
OF INVESTIGATION:
Direct Energy’s records confirm Mr. [redacted] completed
an online enrollment for service at [redacted] to
be established on October 30, 2015. A
$100.00 deposit was required to issue the service request (confirmation email
attached).
On October 21, 2015, a $100.00 payment was received
which satisfied the deposit amount.
On October 26, 2015, Ms. [redacted] contacted our
Customer Service Department indicating their service had been disconnected, and
requested to have service connected that same day. She stated they had contacted Direct Energy
on October 21, 2015 and October 22, 2015 to verify the service would be
connected on October 23, 2015, as they had already submitted the deposit
payment. She was advised a Switch can
take up to 7 days to complete, and the account reflected the requested date as
October 30, 2015. To assist her further a
request to cancel the October 30, 2015 Switch was issued to the Market, and a same
day Move In was issued; however, the same day Switch was issued for the
customer’s previous service location at the [redacted].
On October 26, 2015, Marily [redacted] contacted our Customer
Service Department, and was advised the premise had been energized. The representative assisting Ms. [redacted]
contacted the Centerpoint Energy; however, they were unable to assist as they
were in Emergency Mode, which indicates the utility daily transaction requests
are halted until the Emergency situation is cleared, at which time they would
resume the daily processing requests.
On October 27, 2015, Ms. [redacted] contacted our
Customer Service Department indicating the agent enrolled them for service at
the incorrect service address, and she was online completing a new enrollment
for the [redacted]. A same day Move In was scheduled, and
completed the same day.
A complaint analyst left a message on October 29,
2015 to address Mr. [redacted]’s concerns. To
date, the call has not been returned.
COMPANY
RESPONSE:
Direct
Energy confirms a request for a Switch was received on October 21, 2015 with an
effective date of October 30, 2015 for service at [redacted]. The $100.00 deposit
requirement was received the same day, and the future Switch was issued to the Market. There is no indication Mr. or Ms. [redacted] contacted
Direct Energy to inquire about the Switch request prior to their service
disconnection by their previous provider.
When
Ms. [redacted] contacted us on October 26, 2015, indicating the service had been
disconnected by the previous service provider, a cancellation request for the
future Switch was issued, and a same day Move In was submitted. However, the same day Move In was submitted under
the [redacted]’s previous service address of [redacted]. When Ms. [redacted] contacted Direct
Energy stating service was not connected, a call to the utility was made to
inquire about the service connection; however, the utility was in Emergency Mode,
and could not provide assistance with the situation. When Ms. [redacted] contacted
Direct Energy on October 27, 2015, stating the Move In request had been issued
to the incorrect service address, a same day Move In was issued for the [redacted], which completed later that day. A request to return the [redacted] service address to the previous provider was placed, and the
[redacted]’s will not be responsible for any charges associated with this service
location.
A
complaint analyst attempted to contact Mr. or 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 Mr. or Ms.
[redacted] has any further questions regarding this matter, Direct Energy would be
more than happy to discuss this matter further.
Good Afternoon, Please find the response below for your review. Thank you, Suzy [redacted] Office of the President Complaint Analyst
CPL
Retail Energy (CPL) does not presently have an account for Mr. [redacted]. The premise located at [redacted]...
[redacted] and the phone number provided were placed on
our internal Do Not Call and Do Not Knock lists.
A
complaint analyst attempted to contact Mr. [redacted] to provide our resolution.
CPL
Retail Energy prides itself on maintaining a high level of customer service,
and we regret anything that may have been considered unsatisfactory. If Mr. [redacted]
has any further questions regarding this matter, CPL Retail Energy would be
more than happy to discuss this matter further.
v
November 6,
2014
[Complaint No: [redacted] – [redacted]
Account # [redacted]
COMPLAINT SUMMARY:
Mr. [redacted] is concerned he being assessed Collection Recovery Fees
when he is not disconnected and after he has made a payment arrangement....
In
October 2014, he was assessed a Collection Recovery Fee before a Disconnection Notice
was sent.
SUMMARY OF INVESTIGATION:
Mr. [redacted] has been a First Choice Power
customer since October 2013 at [redacted]
He was provided with the Terms of
Service during the enrollment, as well as an additional document when he first
lodged a complaint with the Public Utility Commission regarding the Collection Recovery
Fee and how the fee is assessed.
As a result of Mr. [redacted] poor payment
history, he has been sent eight Disconnection Notices for non-payment in the
previous twelve months. As a result, he has been assessed a Collection Recovery
Fee of either $14.95 or $29.00 (due to Lite-up discount) for each notice, and
was indicated on each invoice with the date in which the Disconnection Notice
was sent.
Mr. [redacted] was recently sent Disconnection
Notices on the following dates:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Records reflect Mr. [redacted] has broken
eight of the ten payment arrangements he established for his account in 2014.
A complaint agent spoke with Mr. [redacted]
on November 5, 2014 and discussed his concerns. The analyst also explained how
payments are processed to the account and that they must be made by the due
date and that payments can take up to forty-eight hours to post to the account,
as is advised each time a payment is made. While each Collection Recovery Fees
have been valid, the agent agreed to extend an additional one-time courtesy in
waiving his most recent Collection Recovery Fee. This will be displayed on his
next invoice.
COMPANY RESPONSE:
Mr. [redacted] is being validly assessed Collection Recovery Fees associated
with Disconnection Notices sent for possessing a past due balance. Mr. [redacted]
has been properly advised of the charges when he was sent his Terms of Service
document. After filing a complaint with the Public Utility Commission in August
of 2014, he was further advised of the Collection Recovery Fee and how they are
assessed based on his past due status. Mr. [redacted] has broken eight of the ten
payment arrangements extended to him within the past year.
A complaint agent spoken with Mr. [redacted], and explained the
payment process. The agent waived an
additional Collection Recovery Fee as a one-time courtesy. Mr. [redacted] was
satisfied. Moving forward no further waivers of the Collection Recovery Fee
will be provided.
First Choice Power prides itself on maintaining and
exceeding a high level of customer service, and we regret anything that may be
considered below satisfactory. If Mr. [redacted] has any further questions
regarding this matter, First Choice Power would
be more than happy to discuss this matter further. *
SUMMARY OF INVESTIGATION:
Ms. [redacted] has
had First Choice Power account [redacted] with service at [redacted] since February 25, 2013. Prior to her current service address, she had
service at [redacted] from March...
31, 2009
to December 31, 2009.
On September
29, 2014, Ms. [redacted] contacted First Choice Power’s Customer Service Center to
dispute a balance transfer of $656.88 from account [redacted] at service address
[redacted], which was in the name of [redacted] with
the same date of birth noted in Ms. [redacted]’s undisputed account. She then stated she wished to dispute the
transfer as fraudulent.
A First
Choice Power investigator from the Office of the President forwarded a fraud
packet to Ms. [redacted] on October 2, 2014. No
further actions were taken pending receipt of the required documentation and
verification of her residence at the time of the disputed account.
On October
17, 2014 Ms. [redacted] forwarded documentation in support of her dispute. These documents included an ID Theft
Affidavit which named the disputed address as her valid address at the time of
the fraud. Based on this information,
her request to process the balance transfer as fraud was denied and a letter to
inform of our findings was sent to her address at [redacted] from our investigator in the Office of the President.
On December
3, 2014 Ms. [redacted] again sent in the same documentation in dispute of the balance
transfer. A First Choice Power
investigator from the Office of the President contacted Ms. [redacted] on December 8,
2014 to explain the documentation she had forwarded reflected her
acknowledgment of the disputed address as her own. Ms. [redacted] explained she had not understood the
form and that she did not reside at the disputed address at any time. She was informed she would need to resubmit
documentation to support her residence at the time of the disputed
account. Ms. [redacted] then submitted the
corrected documentation on December 8, 2014.
On December
8, 2014, following receipt of Ms. [redacted]’s corrected documents, the First Choice
Power investigator from the Office of the President removed the disputed
balance of $656.88, returning it to account [redacted]. Additionally, the investigator removed $73.92
in fees associated with this balance transfer, as well as reversing a
collection recovery fee which was to be assessed on the concurrent billing
invoice. Any collection activity was
recalled and a disposition letter of confirmation of all actions was sent to
Ms. [redacted] on December 8, 2014.
These actions
left a valid balance of $581.01 on Ms. [redacted]’s account number [redacted] for her
confirmed service address. In addition
to the final disposition letter sent, our Office of the President investigator
called Ms. [redacted] on December 8, 2014 to convey these adjustments, actions and
inform of her remaining balance. Ms.
[redacted] acknowledged all actions as understood, including the valid remaining
balance due. Ms. [redacted] advised she would
contact our Customer Service Center to establish a payment arrangement for the
remaining valid balance.
All related
documentation will accompany this response.
COMPANY RESPONSE:
First Choice Power confirms upon
receipt of the correct documentation on December 8, 2014, the disputed transfer
balance of $656.88 was removed from Ms. [redacted]’s account. First Choice Power sincerely apologizes for any
misunderstanding concerning the resolution of Ms. [redacted]’s previous dispute and remaining
valid balance following removal of a disputed transfer balance.
A complaint
analyst provided Ms. [redacted] with the resolution of her original contact
concerning the balance transfer issue on December 8, 2014, with all actions
completed to her satisfaction per a resolution call on that date. Our investigator attempted to contact Ms.
[redacted] at the phone number provided in her complaint; however, a recording states
voicemail has not been set up and the line disconnects. A letter of explanation will be forwarded to
Ms. [redacted] to review all actions taken and the previous resolution provided.
First Choice
Power 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 the matter, First Choice Power would be more than happy to discuss
the resolution further.
SUMMARY OF INVESTIGATION:
Ms. [redacted] has
had First Choice Power account [redacted] with service at [redacted] since February 25, 2013. Prior to her current service address, she had
service at [redacted] from March 31, 2009
to December 31, 2009.
On September
29, 2014, Ms. [redacted] contacted First Choice Power’s Customer Service Center to
dispute a balance transfer of $656.88 from account [redacted] at service address
[redacted], which was in the name of [redacted] with
the same date of birth noted in Ms. [redacted]’s undisputed account. She then stated she wished to dispute the
transfer as fraudulent.
A First
Choice Power investigator from the Office of the President forwarded a fraud
packet to Ms. [redacted] on October 2, 2014. No
further actions were taken pending receipt of the required documentation and
verification of her residence at the time of the disputed account.
On October
17, 2014 Ms. [redacted] forwarded documentation in support of her dispute. These documents included an ID Theft
Affidavit which named the disputed address as her valid address at the time of
the fraud. Based on this information,
her request to process the balance transfer as fraud was denied and a letter to
inform of our findings was sent to her address at [redacted] from our investigator in the Office of the President.
On December
3, 2014 Ms. [redacted] again sent in the same documentation in dispute of the balance
transfer. A First Choice Power
investigator from the Office of the President contacted Ms. [redacted] on December 8,
2014 to explain the documentation she had forwarded reflected her
acknowledgment of the disputed address as her own. Ms. [redacted] explained she had not understood the
form and that she did not reside at the disputed address at any time. She was informed she would need to resubmit
documentation to support her residence at the time of the disputed
account. Ms. [redacted] then submitted the
corrected documentation on December 8, 2014.
On December
8, 2014, following receipt of Ms. [redacted]’s corrected documents, the First Choice
Power investigator from the Office of the President removed the disputed
balance of $656.88, returning it to account [redacted]. Additionally, the investigator removed $73.92
in fees associated with this balance transfer, as well as reversing a
collection recovery fee which was to be assessed on the concurrent billing
invoice. Any collection activity was
recalled and a disposition letter of confirmation of all actions was sent to
Ms. [redacted] on December 8, 2014.
These actions
left a valid balance of $581.01 on Ms. [redacted]’s account number [redacted] for her
confirmed service address. In addition
to the final disposition letter sent, our Office of the President investigator
called Ms. [redacted] on December 8, 2014 to convey these adjustments, actions and
inform of her remaining balance. Ms.
[redacted] acknowledged all actions as understood, including the valid remaining
balance due. Ms. [redacted] advised she would
contact our Customer Service Center to establish a payment arrangement for the
remaining valid balance.
All related
documentation will accompany this response.
COMPANY RESPONSE:
First Choice Power confirms upon
receipt of the correct documentation on December 8, 2014, the disputed transfer
balance of $656.88 was removed from Ms. [redacted]’s account. First Choice Power sincerely apologizes for any
misunderstanding concerning the resolution of Ms. [redacted]’s previous dispute and remaining
valid balance following removal of a disputed transfer balance.
A complaint
analyst provided Ms. [redacted] with the resolution of her original contact
concerning the balance transfer issue on December 8, 2014, with all actions
completed to her satisfaction per a resolution call on that date. Our investigator attempted to contact Ms.
[redacted] at the phone number provided in her complaint; however, a recording states
voicemail has not been set up and the line disconnects. A letter of explanation will be forwarded to
Ms. [redacted] to review all actions taken and the previous resolution provided.
First Choice
Power 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 the matter, First Choice Power would be more than happy to discuss
the resolution further.
September 16,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
REBUTTAL:
Ms.
[redacted] states she did not receive a final invoice. In addition, she is
concerned she was assessed $152.46 for charges from September 1, 2015 through
September 7, 2015.
COMPANY
RESPONSE:
Prior
to receiving her final invoice, Ms. [redacted] possessed a credit balance of
$355.07. This balance included her original payment of $225.07, which satisfied
her then current balance. Her duplicate payment of the same amount gave her a
credit balance of $225.07. The complaint analyst applied a credit in the amount
of $25.00 and $105.00 as per the resolution.
Our
records reflect Ms. [redacted] being sent her final invoice on September 6, 2015
for consumption charges of $152.46, for services from August 11, 2015 through
September 4, 2015. Once the consumption charges were assessed to her account,
she possessed a credit balance of $202.61. Please keep in mind, at the time,
her duplicate payment was still present on the account.
On
September 14, 2015, we received a payment reversal notification for the duplicate
payment before our internal process was able to complete. It is likely Ms.
[redacted] utilized her bank in order to settle the dispute.
As
a result, the duplicate payment of $225.07 was reversed, which removed the
credit amount from her Direct Energy account. As of September 14, 2015, Ms.
[redacted] was left with the true and final debit balance of $22.46.
While
Ms. [redacted] was previously compensated by the complaint analyst for the
inconvenience, the complaint analyst wrote off the final account balance. Ms.
[redacted] now possesses a zero balance, and our records reflect the original
duplicate payment was reversed. Ms. [redacted] will need to follow up with her bank
for further assistance.
April 20, 2017 [Complaint No: [redacted]] – [redacted]Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states he was provided incorrect information regarding the referral bonus. He further states he never received the bonus. SUMMARY OF INVESTIGATION: Mr. [redacted] has been...
a Direct Energy customer at [redacted], since June 22, 2016. On June 22, 2016, Mr. [redacted] completed an online enrollment for service at [redacted] On July 25, 2016, Mr. [redacted] completed another online enrollment for service at [redacted]. On April 13, 2017, a complaint analyst initially spoke with Mr. [redacted] in regard to his Refer-A-Friend credits. He was advised that the credit is not applicable for enrolling his own accounts. On April 17, 2017, a complaint analyst was able to communicate with Mr. [redacted] regarding the resolution. COMPANY RESPONSE: A complaint analyst was able to communicate with Mr. [redacted] on April 17, 2017. A $100 Goodwill Credit was applied to his account in lieu of the Refer-A-Friend credits, and further explained the credits are only applicable when he refers another customer. Mr. [redacted] understood the policy and appreciated the resolution. We are unable to confirm whether Mr. [redacted] was given incorrect information regarding the Refer-A-Friend Program by an agent. Direct Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further.