Eligo Energy, LLC

Eligo Energy has never used door-to-door salesmen in IllinoisIt is possible that the customer was solicited by another company claiming to be Eligo Energy.In Spring of 2014, the community of [redacted] elected to aggregate their municipality with Eligo Energy as the retail electric provider Municipal aggregation is a government program that allows a community to receive electricity supply from a dedicated supplier and benefit as a whole from potential savings.Over the course of the Summer of 2014, residents received mailed correspondence from the City of [redacted] and Eligo Energy detailing the terms and conditions of the programTo opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interestedAny customers who were part of a previous aggregation received a [redacted] notification letter and an Eligo Energy Welcome PacketBoth mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailingMr [redacted] received a welcome packet via mail from Eligo Energy as well as a letter from ***.Eligo Energy did not receive any communication from Mr [redacted] during this period and his account was enrolled in the program with an effective service start date of 09/12/The [redacted] municipal aggregation agreement with Eligo Energy runs from September of until June of 2017.After servicing the account for more than six months, we received a drop notification to Commonwealth Edison on 04/18/Mr***'s account with Eligo Energy ended service on 05/14/2015, as it takes about a billing cycle to return to [redacted] for electricity supplyEligo Energy will waive the early termination fee associated with leaving the aggregation program early as a customer service gesture

This is a response to Revdex.com Complaint # [redacted] for Sheila & James ***Please see below for full resolution detailsIf further information is required, please reach out to us again.Complaint Number: [redacted] Complaint Received Date: 01/23/2018Customer Name: Sheila & James ***Service Start Date: 05/18/2017Service End Date: 01/23/2018Cancellation Request Date: 01/22/2018Brief Explanation: Sheila [redacted] is claiming she never authorized Eligo Energy to become the supplier on the account and that she was slammed She is seeking a refund on her supply charges.Eligo Energy does not fraudulently enroll or slam customers.Ms [redacted] authorized the switch of her electricity supply service to Eligo Energy on 03/17/via third party verificationMs [redacted] herself is on the verification recording authorizing service A copy of the TPV audio recording can be provided, via email, upon request During the enrollment, the customer agreed to a price of $cents per kWh for the first six months, and then a market variable rate for any service periods thereafterWe received a service start date from National Grid of 05/18/2017.Eligo Energy has a record of the customer calling to cancel on 01/22/ The cancellation request was processed immediately The service end date from National Grid is 01/23/ The customer's account is currently in dropped status with Eligo Energy No early termination fees are due as the customer served the term of the contract.No refund will be provided since the switch authorization was valid and the energy was purchased by Eligo and consumed by the customer Please feel free to let us know if there are any additional questions

Initial Business Response / [redacted] (1000, 5, 2014/08/27) */ Mr [redacted] contacted our customer care team regarding his inquiry today, August 27, 2014, in the morning regarding his intent to engage in a net metering contactNot being knowledgeable about net metering, the customer service agents opened an internal support ticket to obtain additional information for the customer Immediately after receiving the internal support ticket, Eligo Energy management requested additional information from ComEdUpon receiving this information (including an application form), management contacted Mr [redacted] on the same day as his initial call to Eligo Energy to walk Mr [redacted] through the net metering application processManagement and Mr [redacted] filled out a net metering application over the telephone, and Eligo Energy submitted the application on Mr [redacted] 's behalf to ComEdAfter the telephone call and submission of the net metering application to ComEd, Mr [redacted] was satisfied with the response

Mr [redacted] wants to cancel Eligo Energy service due to receiving higher electric billsHe claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and was able to find a record of Mr [redacted] calling on 02/08/ An Eligo agent called him back on 02/10/and on 02/18/2016, but was unable to reach him both times The agent left a message for the customer on 02/18/ We have canceled the customer's accountThere are no cancellation fee associated with this accountThe cancellation confirmation number for the customer's reference is [redacted] It takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's accountThe customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility.Thank you for contacting Eligo Energy

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]

In Spring of 2014, the community of [redacted] elected to aggregate their municipality with Eligo Energy as the retail electric providerMunicipal aggregation is a government program that allows a community to receive electricity supply from a dedicated supplier and benefit as a whole from potential savings.Over the course of the Summer of 2014, residents received mailed correspondence from the City of [redacted] and Eligo Energy detailing the terms and conditions of the programTo opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interestedAny customers who were part of a previous aggregation received a [redacted] notification letter and an Eligo Energy Welcome PacketBoth mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailingMs [redacted] received a welcome packet via mail from Eligo Energy as well as a letter from ***.Eligo Energy did not receive any communication from Ms [redacted] during this period and her account was enrolled in the program with an effective service start date of 09/12/The [redacted] municipal aggregation agreement with Eligo Energy runs from September of until June of 2017.Upon receipt of this complaint, the customer's account with Eligo Energy has been cancelledA service end date from [redacted] is pendingMs [redacted] 's account will continued to be billed by Eligo Energy until the service end date, as determined by her utility, because it takes about a billing cycle to return to [redacted] for electricity supply.Please let us know if there are any further questions or concerns

Initial Business Response / [redacted] (1000, 5, 2015/01/29) */ In June 2014, the community of [redacted] elected to aggregate their municipality with Eligo Energy as the retail electric providerMunicipal aggregation is a government program that allows a community to receive electricity supply from a dedicated supplier and benefit as a whole from potential savings Over the course of the summer of 2014, residents received mailed correspondence from the town of [redacted] and Eligo Energy detailing the terms and conditions of the programTo opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interestedAny customers who were part of a previous aggregation were automatically included for participationThese customers received a [redacted] notification letter and an Eligo Energy Welcome PacketBoth mailings indicated ways for customers to opt out of the program by calling, mailing and emailingMs [redacted] received a welcome packet via mail from Eligo Energy as well as a letter from [redacted] Eligo Energy did not receive any communication from Ms [redacted] during this period and was enrolled in the program with an effective service start date of 10/6/ Since receiving the inquiry from the Revdex.com, Eligo Energy has submitted a drop notification to [redacted] Ms [redacted] ' account with Eligo Energy is set to end service on 3/10/15, as it takes about a bill cycle to return to [redacted] for supply Eligo Energy will not be providing a refund to Ms [redacted] for the electricity consumed while she received supply service from Eligo EnergyMs [redacted] actually used that energyMs [redacted] was sent multiple communications from the Town of [redacted] Eligo Energy, and ***However, Eligo Energy will waive the early termination fee associated with leaving the aggregation program early

I'm terribly sorry to hear you had such a poor experience with usI can assure you that it was not our intention to mislead you in any way, and I have taken steps to ensure that your account remains unchanged; I have canceled your enrollment, and you will most definitely NOT be charged any cancellation feesI will also be adding your phone number to our "do not call" list, so you should not receive any more calls from Eligo Energy in the futureAdditionally, I will be going over the recording of your exchange with the Eligo Energy representative with whom you spoke, and I will review their performance according to our standards of conductAgain, I most sincerely apologize for your experience, as it is not in keeping with our standards and goals; I can assure you that we take your feedback very seriously, and will make every effort to improve our customer experience

Initial Business Response / [redacted] (1000, 8, 2015/02/19) */ ligo Energy, LLC Official Response to Revdex.com Complaint Case# XXXXXXXX Complaint ID#: XXXXXXXX Consumer: [redacted] Case Opened: XXXX- After investigating the complaint, Eligo Energy's records show that the customer previously reached out to customer service after regular business hoursWe regret that an agent did not return her call as quickly as she would have likedAn Eligo Energy Customer Service Manager ("CSM") was able to contact the customer and verify that she still wanted to cancel her accountMs [redacted] confirmed that she wanted to cancel her serviceHer account was cancelled promptly and a confirmation number for the cancellation was provided to the customerThe CSM also informed her that there would be no early termination fee assessed on the account because the customer had served the term of her agreementThe CSM then explained that her utility company, [redacted] and [redacted] would send her, via U.Smail, written confirmation of the account cancellationThe written confirmation from the utility will contain the effective date of the cancellation, which may take between one and two billing cyclesMs [redacted] understood, had no further questions, and was satisfied with this resolution

Ms [redacted] wanted to cancel Eligo Energy supply service due to receiving a higher electric billShe claims she experienced a delay in having her cancellation processed and is looking for a refund.The customer authorized the switch of her electric supply service on 05/29/via third party authorization (***) [redacted] is an automated recording that reviews the service plan, terms, and conditions the customer is being offered, step by stepThe [redacted] repeats Eligo Energy multiple times, asking the Customer to "please say yes to confirm" for enrollmentWe do not believe the call is misleading, misrepresents our identity, or misrepresents the fact that the customer is enrolling into the service plan.Upon receipt of this complaint, Eligo Energy reviewed its records and found that Ms [redacted] contacted Eligo Energy but did not explicitly request to cancel her account until 11/19/when she spoke to one of the Commercial Customer Service managersHer cancellation was processed immediately by Eligo Energy.It normally takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's account and that time frame is under the control of the utility company, not Eligo EnergyIn those situations, the customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utilityIn this customer's case, the service end date provide by her utility company was 02/23/2016.In the nine months that the customer received service from Eligo Energy, her Eligo Energy charges never exceeded $Thus, we are not sure what the customer is referring to when mentioning a $billEligo Energy does not issues refunds for electricity that has already been used.This account is currently in dropped/cancelled status with Eligo Energy and is no longer being billed by Eligo EnergyTypically, an early termination fee would be assessed against the account, but, as a customer service gesture, Eligo Energy waived it in this caseThe account is currently in good standing as no further charges or fees are due.Thank you for contacting Eligo Energy

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 I would like to note that they state they tried to contact me on datesI never received any phone calls, phone messages or emails from them on those dates mentionedI have yet to receive the post card they speak ofI did receive a call a number of days after I got a confirmation from [redacted] about the cancellation, that poor man that called me wanting to know why I cancelledI am just glad they have acknowledged the cancellation and apparently I will not be charged a fee as I followed the proper proceduresHaving said that, based on their actions and dishonest response to the complaint I would not regard them as a reputable company to work with Sincerely, [redacted]

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] ***

Mr [redacted] wants to cancel Eligo Energy serviceHe claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and fold that the customer's account was never enrolled by eligo Energy The customer's utility company rejected the enrollment request per the customer's request As a result, the customer was mailed a rejection postcard from Eligo Energy to service as written confirmation that their account had not been enrolled by Eligo Energy.Thank you for contacting Eligo Energy

Ms*** wants to cancel Eligo Energy service due to receiving a higher electric billShe claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy has processed the customers request and have canceled the customer's accountThe
cancellation confirmation number for the customer's reference is: ***It takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's accountThe customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility.Thank you for contacting Eligo Energy

Mr*** wants to cancel Eligo Energy service due to receiving a higher electric billHe claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and was unable to find any messages left by Mr*** or
his representative, via telephone call or email, stating that he wanted to have his account canceledWe are unsure what phone number he may have been using during his cancellation attempts.Additionally, it is possible that Mr*** is confusing Eligo Energy with another supplier since he has been an Eligo Energy customer since 02/11/It is unlikely that we would be calling him to enroll since he is already enrolled.Finally, Eligo Energy does not add any extra charges to a customer's billEligo Energy charges cover the electricity supply portion of the bill, which customers will still be charged, regardless of if they choose to have Eligo Energy, another supplier, or their utility company supply their electricity.We have canceled the customer's accountThere are no cancellation fee associated with this accountThe cancellation confirmation number for the customer's reference is: It takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's accountThe customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility.Thank you for contacting Eligo Energy

In Spring of 2014, the community of Burbank elected to aggregate their municipality with Eligo Energy as the retail electric providerMunicipal aggregation is a government program that allows a community to receive electricity supply from a dedicated supplier and benefit as a whole from potential
savings.Over the course of the Summer of 2014, residents received mailed correspondence from the City of Burbank and Eligo Energy detailing the terms and conditions of the programTo opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interestedAny customers who were part of a previous aggregation received a ComEd notification letter and an Eligo Energy Welcome PacketBoth mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailingMs*** received a welcome packet via mail from Eligo Energy as well as a letter from ComEd.Eligo Energy did not receive any communication from Ms*** during this period and her account was enrolled in the program with an effective service start date of 08/13/This customer has been being serviced by Eligo Energy for more than yearsThe Burbank municipal aggregation agreement with Eligo Energy runs from September of until June of 2017.Upon receipt of the original Revdex.com complaint, on 10/07/2016, the customer's account with Eligo Energy was cancelledA computer glitch caused that cancellation request to not processTaking full responsibility for the error, Eligo Energy will re-rate this customer back to ComEd's rates from approximately 10/10/to forward to her service end date.A service end date from ComEd is pendingMs*** account will continued to be billed by Eligo Energy until the service end date, as determined by her utility, because it takes about a billing cycle to return to ComEd for electricity supply.Please let us know if there are any further questions or concerns

Mr*** wants to cancel Eligo Energy service due to receiving a higher electric billHe claims he has had initial difficulty reaching a customer service representative.Upon receipt of this complaint, Eligo Energy reviewed its records and was unable to find any messages left by Mr
*** or his representative, via telephone call or email, stating that he wanted to have his account canceledWe are unsure what phone number he may have been using during his cancellation attempts.Additionally, it is possible that Mr*** is confusing Eligo Energy with another supplier since he has been an Eligo Energy customer since 02/11/It is unlikely that we would be calling him to enroll since he is already enrolled.Finally, Eligo Energy does not add any extra charges to a customer's billEligo Energy charges cover the electricity supply portion of the bill, which customers will still be charged, regardless of if they choose to have Eligo Energy, another supplier, or their utility company supply their electricity.We have canceled the customer's accountThere are no cancellation fee associated with this accountThe cancellation confirmation number for the customer's reference is: It takes one to two billing cycles for a utility company to process Eligo Energy off of a customer's accountThe customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility.Thank you for contacting Eligo Energy

The customer authorized the switch of her electricity supply service on August 2, via online enrollmentThe email address used *** The online enrollment unique code/identifier used was *** During the enrollment, the customer indicated that she had read and
agreed to the Terms of Service and Consumer Bill of Rights, and affirmed that she is an authorized decision-maker for this energy account.During the enrollment, she agreed to a price of cents per kWh for the first introductory month and then a market variable rate for any service periods thereafterThe customer was made aware during the enrollment that she was able to switch at any time and that there were no early termination fees associated with the productShe also received this information again via regular mail shortly after this authorization was obtained.The service that was provided to her is that of electricity supplyThe customer contracted with us to provide electricity to her residence through her local utility company, *** *** *** *** *** Eligo Energy provided that service from August 27, to January 06, We were notified by *** that the customer wished to cancel our serviceThe service end date provided to us by *** (who is the entity that makes the decisions on when we start/stop service on a customer's account) was January 06, 2015.Eligo Energy has not provided any service to the customer since January 06, Eligo Energy has not billed any charges to the customer's account since January 06, If the customer is still seeing Eligo Energy's name on the electric bill they receive from ***, then it may represent past due charges from the time period Eligo was providing serviceTo resolve that issue, the customer needs to call *** and address that with them.Please let us know if you have any further questions or concerns

Upon receipt of this complaint Eligo Energy has reviewed this issue.It has been determined that the ETF bill sent to the customer was sent in errorThe charge has been removed from the customer's file.The customer's account is currently in cancelled status with Eligo Energy .Thank you for
contacting Eligo Energy

Initial Business Response /* (1000, 5, 2015/01/29) */
In June 2014, the community of *** elected to aggregate their municipality with Eligo Energy as the retail electric providerMunicipal aggregation is a government program that allows a community to receive electricity supply
from a dedicated supplier and benefit as a whole from potential savings
Over the course of the summer of 2014, residents received mailed correspondence from the town of *** and Eligo Energy detailing the terms and conditions of the programTo opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interestedAny customers who were part of a previous aggregation were automatically included for participationThese customers received a *** notification letter and an Eligo Energy Welcome PacketBoth mailings indicated ways for customers to opt out of the program by calling, mailing and emailingMs*** received a welcome packet via mail from Eligo Energy as well as a letter from ***
Eligo Energy did not receive any communication from Ms*** during this period and was enrolled in the program with an effective service start date of 10/6/
Since receiving the inquiry from the Revdex.com, Eligo Energy has submitted a drop notification to ***Ms***' account with Eligo Energy is set to end service on 3/10/15, as it takes about a bill cycle to return to *** for supply
Eligo Energy will not be providing a refund to Ms*** for the electricity consumed while she received supply service from Eligo EnergyMs*** actually used that energyMs*** was sent multiple communications from the Town of *** *** Eligo Energy, and ***However, Eligo Energy will waive the early termination fee associated with leaving the aggregation program early