Discount Power

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]

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, ***, 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 ***, 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] ***

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 timeMr [redacted] enrolled in February of and Discount Power became his supplier effective in March 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 marketWe understand the frustration with the recent increase in the variable rateUnfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditionsThe fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to anotherOur 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 convenienceA Customer Service attempted to contact Mr [redacted] on March 7, March and March 11, and left messages for Mr [redacted] to offer him a re-rate for his December 4, – January 6, usage at a rate equivalent to Discount Power’s cost for that supplyWe have unfortunately been unable to reach Mr [redacted] and have not heard back from himDespite our inability to speak with Mr***, his usage for that billing cycle has been re-rated and a refund check for $is being processedAs of March 14, this refund is being processed and a check will be mailed to Mr [redacted] as soon as possible Sent on: 3/14/8:26:AM

This customer enrolled with Discount Power on our variable rate with a cap price, and the cap price was in effect through the beginning of When this customer enrolled, terms and conditions were sent validating the product they were being supplied onUp until this winter, Discount Power's rates did not vary much, which led many customers to incorrectly believe they were on a fixed price productDiscount Power's variable rates follow the wholesale market, and if a customer want to have a rate where they can get price protection we offer that also Sent on: 2/26/8:17:AM

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] P.SIs a rebuttal letter still necessary since I have accepted the business's response to resolve this complaint?Sincerly [redacted]

From: [redacted] To: [redacted] Subject: Regarding complaint # [redacted] Date: Sat, Apr 15:23:+ 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] ***

[redacted] Sent: Wednesday, April 8, 8:01:AMSubject: my info Revdex.com yes I called left you a message I called discont power on the 4-2-told them to close my account and that it was not me but my son who they talked to we both have the same name and that their are people in this house I was not home at the time he was in charge I came back and balled him out and put him out I also called [redacted] energy and told them I called discount power to stop service I called discount power today on 4-8-to see if it went thou they told me that they did send it to [redacted] energy 0n 4-2- [redacted] send it back and they will stop my service on 5-1- I will check on them in may 1st to make sure I dont trust neither of them to both play games to much I just called [redacted] today 4-8-they now say not 5-1-but 5-12-you see another lie

Complaint: [redacted] I am rejecting this response because: It did not tell me how that $refund is calculated The whole response is a standard paragraph by its lawyerIt did not tell us what the rate Discount Power charged me and what fair market rate should be at the timeI expect the refund equals to (PriceByDiscount Power - PriceInFairMarket) [redacted] amountOfElectricity Sincerely, [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 timeMs [redacted] enrolled in November 2011, and Discount Power became her supplier effective December 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 policyAs 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 marketWe understand the frustration with the recent increase in the variable rateUnfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditionsThe fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to anotherOur 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 convenienceDiscount 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 effectiveWe then received notice from her utility company, ***, that her service would end effective January 9, Ms [redacted] was contacted on February 7, and February 10, at which point she spoke with a Customer Care Representative who offered Ms [redacted] a refund of $for her billing cycle December 6, – January 9, The process for this refund began February 11, and the refund was issued in form of a mailed check to Ms [redacted] Sent on: 3/7/9:54:AM

Website Complaint Response:This customer enrolled on Discount Power's variable rate with a cap, and the cap rate expired in May The terms and conditions stated that the customer automatically rolls to a month-to-month variable rate at the end of the cap termDue to the high wholesale rates this winter, Discount Power's variable rates increasedOur variable rates have been coming down since our high January prices Sent on: 2/26/9:00:AM

Discount Power Inc is a horrible companyThey call and tell you they can lower your rate and then gives a discount rate for days, not even a whole month and then the next month they advise that your rate was a promotional rate and the new higher rate is what is now availableThis is advertisementNo one should change to Discount Power

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 $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 § et al of the [redacted] Code (See attachments) 4/16/15, CSR returned voicemail left by customer explaining $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 firmDPI 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]

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 timeMr [redacted] enrolled in September 2013, and Discount Power became his supplier effective that same monthAs 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 marketWe understand the frustration with the recent increase in the variable rateUnfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditionsThe fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to anotherOur 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 convenienceDiscount Power received a drop request from Mr**’s utility company, ***, on January 22, which advised that his service through Discount Power would end effective February 21, 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 dateMr [redacted] was contacted on March 7, and spoke with a Customer Care Representative who offered to re-rate Mr**’s supply charge for his December 20, – January 22, and January 22, – February 21, billing cyclesThis resulted in a refund offer of $to be issued via mailed checkAs of March 7, this refund is being processed and a check will be mailed to Mr [redacted] as soon as possible Sent on: 3/7/3:20: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 timeMr [redacted] enrolled in December of and Discount Power became his supplier effective that same monthAs 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 marketWe understand the frustration with the recent increase in the variable rateUnfortunately, due to unusually high wholesale costs this winter, our variable rate did increase, as the rates are based on current market conditionsThe fluctuations of the wholesale power market can affect suppliers differently, contributing to the variance in rates from one supplier to anotherOur 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 convenienceThird party suppliers, like Discount Power, do not have control over when a customer’s service begins or ends; this is determined by the customer’s utility companyDiscount Power issued notification to Mr***’s utility company, [redacted] , immediately upon receiving this request from Mr***, as is policyMr***’s utility company then determines what date that drop can become effectiveDiscount Power was notified by [redacted] that Mr***’s service through Discount Power would end effective at the end of the billing cycle that was underway, January 17, Mr***’s variable rate for his first two months of Discount Power was Following those two billing cycles, rates in the wholesale energy market began to increase, and his rate fluctuated between and for his next nine billing cyclesMr***’s variable rate, as a result of the drastic increase in wholesale energy market costs, did increase further for his last two billing cycles with Discount Power as his supplierHowever, Mr***’s rates for both of those billing cycles were below Discount Power’s cost for that supplyAs a result, Discount Power is unfortunately not able to offer Mr [redacted] a refund for this usage Sent on: 3/14/9:12:AM