Eligo Energy, LLC

Thank you for bringing this issue to our attentionBased on this call, Eligo's marketing vendor informed us that this agent has been removed from all campaigns and from the company for failure to follow proper marketing and training guidelinesThe vendor will also review these issues in their
training sessions with other agents.Eligo Energy scrubs its calling list by the National DNC on a daily basisWe have added this customer's phone number to our internal DNC list to prevent any future contactHowever, we note that this number is listed under a business directory onlinehttp://www.adhub.com/companies/lisa-wegrzyn-***.html This website needs to be notified by the customer because they have this number listed under a business website and directory.We apologize for any inconvenience this may have caused Mr***Please let us know if there are any further questions or concernsOnce again, thank you for bringing this to our attention

I initially spoke to this company and told them not to sign her up for their electric serviceThey in turn turned around and called her and talked her into signing up for the service even after I said noThey can say whatever they want to, but I talked to them first and said NOI do care if she did say yesWhen they call to try to get you to sign up, they lead you to believe that you will be saving money, but they don't tell you that you will be paying both them and ***, therefore making your electric bill higher than it would be if you had on stayed with the oneThey can say what they want, but they are *** and ***I will make sure I write a review on them
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/02/19) */
ligo Energy, LLC Official Response to Revdex.com Complaint Case# XXXXXXXX
Complaint ID#: XXXXXXXX
Consumer: *** ***
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*** 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, *** *** *** *** and *** 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*** understood, had no further questions, and was satisfied with this resolution

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 error. The 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.

Mr. [redacted] wants to confirm that his account with Eligo Energy has been cancelled.Mr. [redacted] originally enrolled his commercial account via the third party brokerage firm I2C International on 12/30/2016.Eligo Energy's records show that Mr. [redacted] originally called on 01/09/2017 to request that...

his commercial account be cancelled. Eligo Energy immediately processed his cancellation request.When the customer called to cancel on 01/09/2017, he was informed that a written confirmation of cancellation would be mailed to him via a postcard from Eligo Energy and/or a letter from their utility.Eligo Energy's records show that the customer cancelled on the last day of their rescission period. As a result, Eligo Energy supply service never took effect on the account and there are no ETFs due on the account.Since Mr. [redacted]'s account was a commercial account brought in by a third party brokerage firm, the brokerage firm was also notified that the customer had cancelled the account. At that point, a representative from the brokerage firm reached out to the customer to determine why he had requested to cancel, and if possible, retain his business. The customer has not received any calls from Eligo Energy directly since their 01/09/2017 cancellation request.  Eligo Energy has directed the brokerage firm to stop contacting the customer on behalf of Eligo Energy.Eligo Energy currently shows the account in dropped status. Please let us know if there are any additional questions or concerns.Thank you for contacting Eligo Energy.

Initial Business Response /* (1000, 5, 2015/05/13) */
In June 2014, the community of Evergreen Park elected to aggregate their municipality with Eligo Energy as the retail electric provider. The aggregation program ends in the Fall of 2017.
As a participant of Evergreen Park's previous...

municipal aggregation program, Mr. [redacted] received an Eligo Energy Welcome Packet detailing the terms of the program and ways to rescind his enrollment. Mr. [redacted] submitted the requisite paperwork to cancel his enrollment; however, due to a computer error, his account was sent to [redacted] for enrollment but subsequently rescinded. As a result, no Eligo Energy service will take effect on his account.

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,
Dolores [redacted]

Initial Business Response /* (1000, 5, 2015/05/20) */
Ms. [redacted] is a resident of [redacted] which selected Eligo Energy as its aggregate electricity supplier in the Spring of 2014.
Because Ms. [redacted] was a part of the town's previous aggregation program, she received a renewal...

notice from the town in June of 2014, indicating the town's choice of Eligo Energy as a new supplier. The renewal notice provided for a cancellation procedure for residents that did not want to participate in the town's aggregation program. Ms. [redacted] did not notify Eligo Energy of her desire not to participate in the aggregation program and did not rescind her service per instructions provided in a subsequent letter that she received from her utility, [redacted]. Additionally, she was mailed a Welcome Packet from Eligo Energy, dated July 18, 2014, indicating the terms, conditions, and rate plan specifically for the [redacted]. Since Ms. [redacted] did not indicate her desire not to participate in the program to either Eligo Energy or her utility, [redacted] she was enrolled for service with Eligo Energy; that service took effect on her account in August of 2014.
If the customer has since closed their utility account with [redacted] that action will automatically close the Eligo Energy supply service on the same account. They will both be closed/cancelled on the same last date of service. However, to move proactively on behalf of the customer, Eligo Energy has also processed a separate cancellation of this account for the customer. The cancellation was processed on 5/20/2015. A last date of service is pending from [redacted]

Ms. [redacted] wanted to cancel Eligo Energy supply service due to receiving a higher electric bill. She 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 05/29/2015 via third party...

authorization ([redacted]). [redacted] is an automated recording that reviews the service plan, terms, and conditions the customer is being offered, step by step. The [redacted] repeats Eligo Energy multiple times, asking the Customer to "please say yes to confirm" for enrollment. We 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 11/19/2016 when she spoke to one of the Commercial Customer Service managers. Her 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 Energy. In those situations, the customer will continued to be billed by Eligo Energy, through their utility company, until the Service End Date provided by the utility. In 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 $325.00. Thus, we are not sure what the customer is referring to when mentioning a $600 bill. Eligo 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 Energy. Typically, an early termination fee would be assessed against the account, but, as a customer service gesture, Eligo Energy waived it in this case. The account is currently in good standing as no further charges or fees are due.Thank you for contacting Eligo Energy.

I was helped out by a lovely gentleman named Ben [redacted], He was able to show me where I had been paying way more than I had to on 2 of my accounts and helped me get out of my current contract! I've never had a sales experience quite like it! I'll happily be an Eligo Energy Customer for years to come!

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 program. To opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interested. Any customers who were part of a previous aggregation received a [redacted] notification letter and an Eligo Energy Welcome Packet. Both mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailing. Ms. [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 her account was enrolled in the program with an effective service start date of 08/13/2014. This customer has been being serviced by Eligo Energy for more than 2 years. The [redacted] municipal aggregation agreement with Eligo Energy runs from September of 2014 until June of 2017.Upon receipt of this complaint, the customer's account with Eligo Energy has been cancelled. A service end date from [redacted] is pending. Ms. [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.

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]

Tell us why here...In June 2014, the community of [redacted] Park 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 town of [redacted] Park and Eligo Energy detailing the terms and conditions of the program. To opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interested. Any customers who were part of a previous aggregation were automatically included for participation. These customers received a [redacted] notification letter and an Eligo Energy Welcome Packet. Both mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailing. Ms. [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 10/08/2014.Since receiving the inquiry from the Revdex.com, Eligo Energy has submitted a drop notification to [redacted]. Ms. [redacted]'s account with Eligo Energy is set to end service on or after 7/11/2016, as it takes about one - two billing cycles to return to [redacted] for supply.  The cancellation confirmation number is [redacted].  Ms. [redacted] will receive written confirmation of her Eligo Energy supply service cancellation from both [redacted] (in a letter) and Eligo Energy (in a postcard).Eligo Energy will not be providing a refund to Ms. [redacted] for the electricity consumed while she received supply service from Eligo Energy. Ms. [redacted] actually used that energy. However, as a customer service gesture, Eligo Energy will waive the early termination fee associated with leaving the aggregation program early.

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]

Ms. [redacted] wants to cancel Eligo Energy service due to receiving a higher electric bill. She 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...

account. The 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 account. The 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. [redacted] wants to cancel Eligo Energy service.  He claims he had initial difficulty reaching an Eligo Energy 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 06/09/2016.  An Eligo...

agent called him back on 06/14/2016 and on 06/20/2016, but was unable to reach him both times.A utility drop notification from [redacted] was received on 06/21/2016 and immediately processed by Eligo.  The cancellation confirmation number for the customer's reference is: [redacted].  [redacted] provided a service end date of 07/07/2016.  The customer's account is already in a dropped / rescinded status with Eligo Energy and never went into effect.The customer was also mailed a postcard from Eligo Energy, to serve as written confirmation of the drop.Thank you for contacting Eligo Energy.

Eligo Energy does not have any record that the customer or someone authorized to make decisions on the customer's account ever asked to be placed on Eligo Energy's Do No Contact/Call List.The customer authorized the switch for electric supply service on 10/24/2016, via third party verification...

("[redacted]"). During the [redacted], the customer agreed to a 3 month term at a rate of 0.0649 cent per kWh, then, a month to month variable rate at the end of the initial one month term.During the [redacted], the recording repeats "Eligo Energy" as the name of the supplier, several times. After providing this information, the [redacted] asks the customer to "please say yes to confirm". We do not believe the call misrepresents the identity of Eligo Energy.Concerning billing, Eligo Energy has recently experienced some issues with billing, which was caused by a conversion to a new billing system. As a result, this customer's bills were affected by the delayed billing error.Delayed billing is when a customer’s supply charges do not appear on one or more bills for one or more billing cycles, then the delayed billing cycle(s) charges appear on a subsequent bill, all at once.Delayed billing charges are legitimate charges, not mis-billed or mis-rated charges, and need to be paid. The customer was delayed billed for the Nov 24, 2016 - Dec 22, 2016 and the Dec 23, 2016 - Jan 24, 2017 billing cycles.  Eligo Energy's records do not show that this customer was mis-billed or overcharged in any manner.Eligo Energy apologizes for the billing issues the customer has experienced. The customer's account with Eligo Energy will be dropped as of 04/24/2017, per her utility, [redacted]. The customer will continue to be billed by Eligo Energy up until that time.Please let us know if there are any additional questions or concerns.

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]

Eligo Energy does not slam or fraudulently enroll customers without their consent.After investigating this matter, we believe that this enrollment was made by the complainant herself or someone in the complainant's household or by someone with full knowledge of the household's identifying...

information.When customers authorized the switch of their electricity supply service, they have to provide us with their account information. Eligo Energy does not possess customer account information until the customer provides it for us.The customer authorized the switch for electric supply service on 10/26/2016, via third party verification ("TPV"). During the TPV, the customer agreed to a 3 month term at a rate of 0.0649 cent per kWh, then, a month to month market variable rate for any service periods thereafter. We have an audio recording of the authorizations. The recording can be provided to the customer upon request, via email.During the TPV, the recording repeats "Eligo Energy" as the name of the supplier, several times. After providing this information, the TPV asks the customer to "please say yes to confirm". We do not believe the call misrepresents the identity of Eligo Energy or the supplier authorization process.The customer's accounts with Eligo Energy have been dropped. A service end date from the utility, [redacted] is pending. The customer will continue to be billed by Eligo Energy up until the service end date provided by her utility.Please let us know if there are any additional questions or concerns.

Eligo Energy has never used door-to-door salesmen in Illinois. It 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 program. To opt-out from participating, residents were asked to mail in a portion of a form to indicate they were not interested. Any customers who were part of a previous aggregation received a [redacted] notification letter and an Eligo Energy Welcome Packet. Both mailings indicated ways for customers to opt out of the program, including by calling, mailing and emailing. Mr. [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 Mr. [redacted] during this period and his account was enrolled in the program with an effective service start date of 09/12/2014. The [redacted] municipal aggregation agreement with Eligo Energy runs from September of 2014 until June of 2017.After servicing the account for more than six months, we received a drop notification to Commonwealth Edison on 04/18/2015. Mr. [redacted]'s account with Eligo Energy ended service on 05/14/2015, as it takes about a billing cycle to return to [redacted] for electricity supply. Eligo Energy will waive the early termination fee associated with leaving the aggregation program early as a customer service gesture.