Discount Power, Inc.

[redacted],
 
The customer called on 4/2/15 and requested he be dropped. Discount Power, Inc. ("DPI") immediately placed a drop on his account which takes place on his next meter read date of 5/11/15.  The date is determined by his utility, [redacted] Power, not DPI. 
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
You claim that your customers are able to check the monthly rate that your company offers and this was never provided to me.  I have not, at any point-even upon request, received a copy of my agreement with DPI.  I was told by a representative that they didn't know if I started at a fixed rate (which I believed I had) and when the change to a variable rate may have taken place.  I asked for an agreement in writing and was refused.  I was not able to speak with a representative about the $200 check that was offered to me, but was left a message.  I called DPI back and was unable to reach a representative (although I tried during their business hours on multiple occasions). I left a message in response stating that, while I appreciate some form of action to make their rate "reasonable" I was still over-charged (compared to other competitors in the same area and for the same time frame) by over $500.  I find DPI's way of doing business to be very poor and it is correct that I have since changed my power supplier and would not recommend their business to anyone in the future.  They were unhelpful and incompetent when dealing with this issue.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
1. When the sales representative called me about switching to "Discount" power she did not explain that it was a variable rate plan
 
2. The sales representative sold the package on the basis that it did and would continue to offer a discounted rate against that offered by [redacted]
 
3. The sales representative did not disclose that the "discounted rate" would be subject to different market rate forces that could cause it to rise higher than the rate against which it was supposedly "discounted"
 
4. The sales representative did not inform me of how to check whether or not their rates were still "discounted" from the [redacted] rate
 
5. No warning was given that the "discounted" rates were set to rise to DOUBLE the rates against which they were supposedly "discounted" - this meant that I was committed to paying 2 months at the higher rate (the month billed and the month of the billing period I was in when I instructed [redacted] to take over my account.  I therefore had to pay 2 months at a rate of double or more the [redacted] rate, which I believe more than wiped out any savings I made during the period I was with "Discount" Power.
 
6.  "Discount" Power claim that wholesale rates increased suddenly and unexpectedly - this at a time when energy prices were falling both nationally and internationally so there was no reason for me to even suspect that "Discount" power might raise their rates - until it was too late because by then they had already billed me.  The fact that [redacted] has not been impacted by these "wholesale rates" indicates that "Discount" Power's assertions of cheaper rates being unavailable to them are questionable and if they locked themselves into an unhedged deal that meant they were committed to the higher prices then their assertions in their sales pitch that their customers are receiving a discounted rate is a bare-faced lie.
 
"Discount" Power is at the very least guilty of incompetence, shady practices and mis-selling.  Whether or not they are guilty of outright fraud will be a decision for the Attorney General.
Sincerely,
[redacted]

Revdex.com, Discount Power, Inc ("DPI") thanks you for the opportunity to respond.  I personally contacted [redacted] and explained that the customer was not being double billed but that her monthly usage of 1679 kWh was extraordinarily high for a 900 square foot apartment.  The...

customer's  generation supply rate from DPI was $0.0760 x 1679 kWh = $127.60.  According to [redacted], the customer's bill was in excess of $200.00.  I further explained that [redacted] charges distribution fees, taxes etc,, causing the total to be in excess of the amount charged by DPI.  [redacted] also noted less than professional treatment by as CSR at DPI for which I apologized.  DPI also agreed to waive the early termination fee and allow the customer to return to her utility.  Finally, I let [redacted] know that if there is anything further she requires for this or any other DPI customer at her apartments that she should contact me directly.  If the Revdex.com needs more information, please do not hesitate to contact me anytime. Ken F[redacted]Regulatory AdministratorDiscount Power, Inc.

While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Ms. [redacted] enrolled in August 2013, and Discount Power became her supplier effective September 2013. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website ([redacted]) so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. In her original complaint, Ms. [redacted] requested documentation that she had enrolled for and agreed to a variable rate plan. On February 11, 2014 Ms. [redacted] spoke with a Customer Care Representative at which point the Third Party Verification phone call that she completed, documenting her acceptance of a variable rate, was played for her. At that point in time, Ms. [redacted] was also offered a refund for her December 9, 2013 – January 10, 2014 billing cycle in the amount of $48.25. The process for this refund began February 12, 2014 and the refund was issued in form of a mailed check to Ms. [redacted]. Ms. [redacted]'s service through Discount Power ended effective February 7, 2014.
Sent on: 3/7/2014 10:13:14 AM

Website Complaint Response:
This customer is on Discount Power's variable rate. Due to the high wholesale rates this winter, Discount Power's variable rates increased. Our variable rates have been coming down since our high January prices. Discount Power has no cancellation fees on...

this product, so the customer is not penalized for going back to the utility for generation service.
Sent on: 2/26/2014 8:29:03 AM

Website Complaint Response:
While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Ms. [redacted] enrolled in May 2010, and Discount Power became her supplier effective...

that same month. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website ([redacted]) so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. Ms. [redacted] was contacted by a Customer Care Representative on March 7, 2014 and returned that call on March 10, 2014. Ms. [redacted] was offered a re-rate for her December 23, 2013 – January 23, 2014 and January 23, 2014 – January 27, 2014 usage equivalent to that of Discount Power’s cost. This resulted in a refund of $73.37 which will be issued via check to Ms. [redacted]. The refund process began on March 10, 2014 and a check will be mailed to Ms. [redacted] as soon as possible.
Sent on: 3/13/2014 4:47:12 PM

DC
Complaint: [redacted]
Last month Discount Power more than doubled their rates over night. After discussions with the company about my displeasure with the service, they refunded me the difference in the bill last month. The costomer service worker assured me that my account had been turned back over to [redacted] in the system. The switch I was promised was never processed and my bill this month is again through Discount Power and at an unreasonably high rate.
I would like the difference in rate 9.2 cents vs 16.9 cents to be refunded to me and I would like my account to be switched back to [redacted] as I requested thirty days ago.
Sincerely,
[redacted]

Website Complaint Response:
This customer enrolled on Discount Power's variable rate in June 2013. Due to the high wholesale rates this winter, Discount Power's variable rates increased. Our variable rates have been coming down since our high January prices.
Sent on:...

2/26/2014 8:41:38 AM

Website Complaint Response:
While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Mr. [redacted] enrolled in February of 2010 and Discount Power became his supplier effective...

in March 2010. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website [redacted] so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. A Customer Service attempted to contact Mr. [redacted] on March 7, March 10 and March 11, 2014 and left messages for Mr. [redacted] to offer him a re-rate for his December 4, 2015 – January 6, 2014 usage at a rate equivalent to Discount Power’s cost for that supply. We have unfortunately been unable to reach Mr. [redacted] and have not heard back from him. Despite our inability to speak with Mr. [redacted], his usage for that billing cycle has been re-rated and a refund check for $41.80 is being processed. As of March 14, 2014 this refund is being processed and a check will be mailed to Mr. [redacted] as soon as possible.
Sent on: 3/14/2014 8:26:38 AM

Complaint: [redacted]
I am rejecting this response because:
Discount Power, Inc. is still not being truthful with the events that occurred.  Discount Power's customer care representative, [redacted], contacted me to "verify your address."  Upon verification of my address, [redacted] said Discount Power, Inc. will be mailing me a refund equaling the difference of my usage at my rate ($0.219) and my usage at their cost (whatever that truly was) over the time period December 20, 2013 through January 22, 2014.  I rejected their offer then, as now, because as I told [redacted], I requested a refund in the amount of my usage over that time at the rate I had before they gouged me ($0.1199).  I told her to "mail me whatever you want" but I will not be cashing it.
 
I submitted a request to change service generation providers from Discount Power, Inc. to [redacted] a week after receiving my December bill covering November 20, 2013 through December 20, 2013 because my rate effectively doubled ($0.0699 to $0.1199).  To my surprise, when I received my CL&P January bill, I was livid to find that Discount Power, Inc. was still my provider of record and they had effectively doubled my rate again ($0.1199 to $0.2199)!  I immediately called [redacted] to find out what happened and they told my the request I made had gone through but would take an extra billing cycle.  To this day, I do not know why it would take so long because when Discount Power, Inc. sent a snail-mail offer to switch to them and receive a crappy $100 restaurant discount card, which I did, it happened the very next billing cycle.  Are these companies in collusion?
 
I called back to [redacted] on February 4, 2014 to discuss my options because I did not want to have my rates go up anymore.  I begged them to push the change to the other company through their chain-of-command.  They would not.  I then asked if I could switch to their rate ($0.09235) until the change went through.  They said all they needed is a current meter reading which I happily provided and I was finally free of Discount Power, Inc!  It is not as low as the rate I will be receiving from [redacted] but it is better than being with, in my opinion, a dishonest, gouging company that should not be allowed to sell energy in the State of Connecticut.
 
In short, as a result of more of their lies, I will be marking the envelope "RETURN TO SENDER" because I reject their offer wholeheartedly!
Sincerely,
[redacted]

Discount Power, Inc (“DPI”) thanks you for this opportunity to respond.  Attached please find the TPV recording of Ms [redacted] enrolling with DPI for one month at $0.0799 kWh after which the rate becomes variable.  The customer was mailed the Terms and Conditions and Contract Summary clearly...

explaining the enrollment and that the rate could change anytime after the first month, that there was no fee to cancel service at anytime and all of the language mandated by Title 52 § 54 et al of the ** Code (See attachments).  4/16/15, CSR returned voicemail left by customer explaining $0.0799 kWh rate for one month only then variable; 4/22/15, customer called to terminate service, processed immediately; 4/22/15, customer called back irate about charges, sent to me for review and analysis of TPV and Sales recordings; 4/24/15, customer called about review progress and if sales recording had been located, she listened to TPV recording but insisted telemarketer told her that DPI’s rates were historically lower than PPL’s; 5/11/15, customer issued refund in the amount of $292.85, the difference between what she paid with DPI and the amount she would have paid had she remained with PPL.  I personally authorized the refund as the sales recording of the interaction between the customer and the telemarketer was corrupted or otherwise inaccessible and because Ms. [redacted] used terms that I had rejected other enrollments for with this same telemarketing agent, who DPI terminated in 1/2015; not just the agent but the entire company, as DPI hires outside telemarketing companies, 99% of which do not have the issues we experienced with this particular firm. DPI apologizes for any inconvenience caused to the customer.  If there are any questions or comments, please contact me anytime.  Please see attachments Ken F[redacted] Licensing and Regulatory Administrator Discount Power, Inc. [redacted] ###-###-#### Ex [redacted]

Thank you for the opportunity to respond.  The Auddinos have been customers of Discount Power, Inc. ("DPI") since 2010 and have enjoyed ratesl below the utility during that period.  DPI issued check number 5935 on 2/19/15 for $61.86 for an inadvertent rate change,...

immediately refunding the customer back to the $.0995 kWh rate.  Mrs. Auddino called several times about the check not having been received prior to 2/19/15, and she was told, each time, checks are issued once a month and that her patience was greatly appreciated.  On 2/27/15, the customer called saying she still did not receive the check.  On 3/4/15, DPI issued a second check at the customers request.  Upon receipt of the second check, the customer acknowledged that the first check dated 2/19/15 had already been received and that DPI should cancel the second check.  The weather during that period may have played a part in the delay since postal personnel had difficulty delivering because of record snowfall; however, DPI is happy to state that the $61.86 is safely in the [redacted] account and that the [redacted] still receive their electric supply from DPI as of this date.   
[redacted] 
Regulatory and Licensing Administrator
Discount Power, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best that  I could do, but far from what what I expected.
Sincerely,
[redacted]

Website Complaint Response:
This customer was on Discount Power's variable rate, and due to the high wholesale rates this winter, Discount Power's variable rates increased. Discount Power spoke to this customer on February 11th and let her listen to the third party verification...

recording that clearly stated that the product was variable. This customer was also sent by mail the terms and conditions for the product that clearly state that the price is variable and can change monthly.
Sent on: 2/26/2014 9:22:24 AM

Website Complaint Response:
While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Ms. [redacted] enrolled in November 2011, and Discount Power became her supplier effective...

December 2011. Ms. [redacted] originally enrolled under a fixed rate product which then rolled to a variable rate product when the term of the fixed rate contract ended, as is policy. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website ([redacted]) so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. Discount Power received a drop request from Ms. [redacted], which was forwarded to her utility company as the utility company determines when a customer’s drop can become effective. We then received notice from her utility company, [redacted], that her service would end effective January 9, 2014. Ms. [redacted] was contacted on February 7, 2014 and February 10, 2014 at which point she spoke with a Customer Care Representative who offered Ms. [redacted] a refund of $200.00 for her billing cycle December 6, 2013 – January 9, 2014. The process for this refund began February 11, 2014 and the refund was issued in form of a mailed check to Ms. [redacted].
Sent on: 3/7/2014 9:54:31 AM

Website Complaint Response:While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Ms. [redacted] enrolled...

in February 2011, and Discount Power became her supplier effective that same month. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website [redacted] so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. Ms. [redacted] was contacted by a Customer Care Representative on March 7, 2014 and returned that call on March 10, 2014. Ms. [redacted] was offered a re-rate for her December 20, 2013 – January 23, 2014 usage equivalent to that of Discount Power’s cost. This resulted in a refund of $49.60 which will be issued via check to Ms. [redacted]. The refund process began on March 10, 2014 and a check will be mailed to Ms. [redacted] as soon as possible.
Sent on: 3/13/2014 4:37:58 PM

From: [redacted]
To: [redacted]
Subject: Regarding complaint # [redacted]
Date: Sat, 5 Apr 2014 15:23:23 +0000
My complaint against Direct Power has been resolved.  I received a phone message, as well as an e-mail from them that they contacted [redacted] and changed my...

provider to them and credited my account for the change in rate they had promised me.  I received a corrected bill from [redacted] today showing the credit and that they are now provider again.  Thank you very much for your action.  [redacted]

Website Complaint Response:
While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Ms. [redacted] enrolled in March 2011 under a variable rate plan, and Discount Power became...

her supplier effective April 2011. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website ([redacted]) so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. Ms. [redacted] spoke with a Customer Service Representative and on February 24, 2014 was offered a re-rate for her December 17, 2013 – January 16, 2014 billing cycle for which the total supply charges from Discount Power were $942.36. The re-rate of this bill resulted in a refund of $211.00 for which the process began on February 24, 2014. Ms. [redacted] requested that this refund be credited to her [redacted] bill for that month, however, as a third party supplier cannot provide a credit on a consolidated utility bill, this refund was issued via mailed check to Ms. [redacted]. Ms. [redacted]’s service through Discount Power ended effective January 16, 2014.
Sent on: 3/7/2014 12:00:40 PM

Website Complaint Response:
While we cannot promise savings versus the utility company every single month, Discount Power’s goal is to show a savings versus the utility over a period of time. Mr. ** enrolled in September 2013, and Discount Power became his supplier...

effective that same month. As the Discount Power Terms and Conditions of Electric Service explain, when a customer has a variable rate plan, the variable rate can fluctuate based on changes in the wholesale power market. We understand the frustration with the recent increase in the variable rate. Unfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditions. The fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to another. Our current rates are available each month through the Connecticut Public Utilities Regulatory Authority website ([redacted]) so that our customers can stay up-to-date on our rates and how they compare to other suppliers, at their own convenience. Discount Power received a drop request from Mr. **’s utility company, [redacted], on January 22, 2014 which advised that his service through Discount Power would end effective February 21, 2014. As the utility company determines when a customer’s service can begin and end with a third party supplier, Discount Power was not able to control this date. Mr. ** was contacted on March 7, 2014 and spoke with a Customer Care Representative who offered to re-rate Mr. **’s supply charge for his December 20, 2013 – January 22, 2014 and January 22, 2014 – February 21, 2014 billing cycles. This resulted in a refund offer of $53.01 to be issued via mailed check. As of March 7, 2014 this refund is being processed and a check will be mailed to Mr. ** as soon as possible.
Sent on: 3/7/2014 3:20:55 PM