Eligo Energy, LLC

Mr. [redacted] wants to cancel Eligo Energy service due to receiving higher electric bills. He 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 02/08/2016.  An Eligo agent called him back on 02/10/2016 and on 02/18/2016, but was unable to reach him both times.  The agent left a message for the customer on 02/18/2016.   We have canceled the customer's account. There are no cancellation fee associated with this 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 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and await the result of the research
Sincerely,
[redacted]

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 09/12/2014. 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]

In June 2014, the community of Chicago Ridge elected to aggregate their municipality with Eligo Energy as the retail electric provider. The aggregation program ends in the Fall of 2017. In the Summer of 2014 letters were mailed to the customer from the Village of Chicago Ridge and [redacted] informing...

her of the municipal aggregation for Chicago Ridge, IL though Eligo Energy. The letters gave her instructions for opting out of the aggregation.Since no response from the customer stating a desire to opt out was received, the customer was enrolled into the Chicago municipal aggregation via Eligo Energy. We received a service start date of 10/03/2014 from the utility company [redacted]. The customer has been being serviced by Eligo Energy for the last 23 months.On 08/26/2016, we received a drop notification from the utility company [redacted] with a service end date of 10/04/2016. Since the customer's account was cancelled prior to the end of the contract, but after the opt out period had ended, there is a $50 ETF.  As a customer service gesture, Eligo Energy has waived the $50 ETF.Please feel free to contact me directly if additional information is required.

Eligo Energy's investigation shows that the customer's claims are correct.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 mis-rated billing error. The customer should...

have received a rate of 0.0649 from 09/30/2016 until 03/30/2017.Eligo Energy will re-rate the customer's charges to the 0.0649 rate that he should have received and will cut him a check for the difference of $27.38. The check will be sent to the address provided by the Revdex.com.Please let us know if there are any further questions or concerns. 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,
Nikolay [redacted]

Mr. [redacted] is questioning the validity of the ETF from Eligo Energy.The customer authorized the switch of the electric supply service on 11/11/2014 via third party verification ("[redacted]"). During the [redacted], the customer agreed to a 12 month term at a rate of $0.0812 per kWh, and then a market...

variable rate for any service periods thereafter.Eligo Energy received a cancellation request from the customer's utility on 11/29/2014. The cancellation was processed immediately by Eligo. [redacted] provided a service end date of 12/10/2014.Since the customer's account was cancelled prior to the end of the 12 month contract, but after the rescission period had ended, they were billed an ETF. However, as a customer service gesture, Eligo Energy will waive the ETF.Feel free to let us know if there are any additional questions.

Eligo Energy does not enroll customers without their consent. The customer Eligo Energy has on record, [redacted], authorized the switch of her [redacted]ity supply service to Eligo Energy on 02/16/2016 via third party verification. During the enrollment, she agreed to a price of 0.0599 cents per...

kWh for a three month fixed term with a $4.93 monthly service charge, and then a market variable rate for any service periods thereafter. We have a recording of her authorization.When customers authorized the switch of their [redacted]ity 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 on record provided the information, that, apparently, belonged to Ms. [redacted]. The customer's utility, then approved the enrollment.Taking full responsibility for the error, Eligo Energy will re-rate the customer to [redacted] rates and will refund this customer $169.63 via check.  The check will be mailed to the address provided by the Revdex.com:[redacted] ROAD APT. [redacted] , NY 14850 
Thank you for contacting Eligo Energy.

Initial Business Response /* (1000, 5, 2015/04/02) */
[redacted] (Eligo Energy)
Apr 2, 4:34 PM
Private note
Edits
Mr. [redacted] is a resident of [redacted] Township, which selected Eligo Energy as its aggregate electricity supplier in the Spring of 2014.
Because Mr. [redacted] was a...

part of the town's previous aggregation program, he 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. Mr. [redacted] did not notify Eligo Energy of his desire not to participate in the aggregation program and did not rescind his service per instructions provided in a subsequent letter that he received from his utility, [redacted]. Therefore, Mr. [redacted] was enrolled for service with Eligo Energy.
The customer subsequently received a Welcome Packet from Eligo Energy, dated July 18, 2014, indicating the terms, conditions, and rate plan specifically for the [redacted] township. The terms and conditions of the plan allow for customers to cancel without any penalty if the utility's rate for electricity supply is ever lower than the kWh rate portion offered by Eligo Energy. In the event the customer cancels their account when the utility's supply rate is not lower, a one time $50 Early Termination Fee is due. Mr. [redacted] was notified of this when he called to cancel his account on 03/11/2015.
An Eligo Energy Customer Service Manager has reached out to Mr. [redacted] to explain the situation and circumstances. When she mentioned the three different mailings sent to Mr. [redacted] prior to the service taking effect on his account, he mentioned that he may have received the documentation, but disregarded it as junk mail.
Based on these facts, the $50 fee is due and will not be waived.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get junk mail every day from people claiming to help save me money by switching to their service I file it in the garbage can under the file name junk mail I get companies that can lower my mortgage can sell me insurance cheaper can provide services for heating and cooling in our home I think I will start sending them to eligo energy just in case they need help saving money I have yet to see an eligo energy truck out side when the power goes out I did not sign a contract with eligo energy I do not want eligo energy
Final Business Response /* (4000, 13, 2015/04/14) */
Dear Revdex.com / Mr. [redacted]
The Illinois Commerce Commission has a helpful FAQ section on municipal aggregations.
[redacted]
Section 1-92 of the Illinois Power Agency Act allows for the aggregation of electric load by municipalities and counties (i.e., government aggregation). This means a municipality or county can negotiate for the purchase of the combined electric supply of its residents and eligible small businesses.
Opt-out aggregation requires the voters of a municipality or county to pass * referendum that automatically combines the electric load for residential and eligible small businesses for purchasing purposes except for those customers who actively choose not to participate in the municipality's or county's purchase program.
The chosen supplier will send opt-out notices to all residents and eligible small businesses within the municipality or county. You will need to fill out and return the opt-out notice in order to be excluded from the aggregation program.
In the Customer's case, the voters of the City of [redacted] passed * referendum on May 8, 2013, which passed by a majority of the vote of [redacted] residents on April 9, 2013. The City of [redacted] selected Eligo Energy, an energy supplier licensed by the ICC and authorized by [redacted], to supply energy to eligible City of [redacted] customers. As an eligible customer, Mr. [redacted] received an opt-out letter, a welcome letter, and a [redacted] letter, all explaining how the customer could rescind his participation in the program.
If Mr. [redacted] has any additional questions about the authority of his municipality to enter into this binding agreement on his behalf, then he should check the above link.
Final Consumer Response /* (4200, 15, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get junk mail every day in the mail from companies claiming that they will save me money if I switch to their service.if you like I will start sending this junk mail to you so you can help me decide what to do I never signed a contract with you people I did not want your service I do not want your service ever I do not think I should have to pay you people for something I did not want

Initial Business Response /* (1000, 5, 2015/04/02) */
[redacted] (Eligo Energy)
Apr 2, 4:34 PM
Private note
Edits
Mr. [redacted] is a resident of [redacted] Township, which selected Eligo Energy as its aggregate electricity supplier in the Spring of 2014.
Because Mr. [redacted]...

was a part of the town's previous aggregation program, he 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. Mr. [redacted] did not notify Eligo Energy of his desire not to participate in the aggregation program and did not rescind his service per instructions provided in a subsequent letter that he received from his utility, [redacted]. Therefore, Mr. [redacted] was enrolled for service with Eligo Energy.
The customer subsequently received a Welcome Packet from Eligo Energy, dated July 18, 2014, indicating the terms, conditions, and rate plan specifically for the [redacted] township. The terms and conditions of the plan allow for customers to cancel without any penalty if the utility's rate for electricity supply is ever lower than the kWh rate portion offered by Eligo Energy. In the event the customer cancels their account when the utility's supply rate is not lower, a one time $50 Early Termination Fee is due. Mr. [redacted] was notified of this when he called to cancel his account on 03/11/2015.
An Eligo Energy Customer Service Manager has reached out to Mr. [redacted] to explain the situation and circumstances. When she mentioned the three different mailings sent to Mr. [redacted] prior to the service taking effect on his account, he mentioned that he may have received the documentation, but disregarded it as junk mail.
Based on these facts, the $50 fee is due and will not be waived.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get junk mail every day from people claiming to help save me money by switching to their service I file it in the garbage can under the file name junk mail I get companies that can lower my mortgage can sell me insurance cheaper can provide services for heating and cooling in our home I think I will start sending them to eligo energy just in case they need help saving money I have yet to see an eligo energy truck out side when the power goes out I did not sign a contract with eligo energy I do not want eligo energy
Final Business Response /* (4000, 13, 2015/04/14) */
Dear Revdex.com / Mr. [redacted]
The Illinois Commerce Commission has a helpful FAQ section on municipal aggregations.
[redacted]
Section 1-92 of the Illinois Power Agency Act allows for the aggregation of electric load by municipalities and counties (i.e., government aggregation). This means a municipality or county can negotiate for the purchase of the combined electric supply of its residents and eligible small businesses.
Opt-out aggregation requires the voters of a municipality or county to pass * referendum that automatically combines the electric load for residential and eligible small businesses for purchasing purposes except for those customers who actively choose not to participate in the municipality's or county's purchase program.
The chosen supplier will send opt-out notices to all residents and eligible small businesses within the municipality or county. You will need to fill out and return the opt-out notice in order to be excluded from the aggregation program.
In the Customer's case, the voters of the City of [redacted] passed * referendum on May 8, 2013, which passed by a majority of the vote of [redacted] residents on April 9, 2013. The City of [redacted] selected Eligo Energy, an energy supplier licensed by the ICC and authorized by [redacted], to supply energy to eligible City of [redacted] customers. As an eligible customer, Mr. [redacted] received an opt-out letter, a welcome letter, and a [redacted] letter, all explaining how the customer could rescind his participation in the program.
If Mr. [redacted] has any additional questions about the authority of his municipality to enter into this binding agreement on his behalf, then he should check the above link.
Final Consumer Response /* (4200, 15, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get junk mail every day in the mail from companies claiming that they will save me money if I switch to their service.if you like I will start sending this junk mail to you so you can help me decide what to do I never signed a contract with you people I did not want your service I do not want your service ever I do not think I should have to pay you people for something I did not want

I'm terribly sorry to hear you had such a poor experience with us. I 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 fees. I 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 future. Additionally, 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 conduct. Again, 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 /* (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 contact. Not 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 ComEd. Upon 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 process. Management and Mr. [redacted] filled out a net metering application over the telephone, and Eligo Energy submitted the application on Mr. [redacted]'s behalf to ComEd. After the telephone call and submission of the net metering application to ComEd, Mr. [redacted] was satisfied with the response.

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] Chen

Initial Business Response /* (1000, 5, 2015/04/03) */
Eligo Energy records show that Mr. [redacted] did enroll online with Eligo Energy. We do not have any record of Mr. [redacted] calling in to rescind his enrollment. Upon receipt of this complaint, his enrollment was stopped. An Eligo Energy Customer...

Service Manager called the phone number we have on file, XXXXXXXXXX, and left a voicemail for Mr. [redacted] confirming that his account with Eligo Energy had been cancelled and providing this confirmation number for his records: XXXXXXXXXX.
Eligo Energy does not have authority to ensure that his account remains with his previous supplier. We advise that Mr. [redacted] contacts his utility company and his previous supplier to inform them of his desire to remain with that company.

Mr. [redacted] is questioning the validity of the ETF from Eligo Energy.The customer authorized the switch of the electric supply service on 11/11/2014 via third party verification ("[redacted]"). During the [redacted], the customer agreed to a 12 month term at a rate of $0.0812 per kWh, and then a market variable...

rate for any service periods thereafter.Eligo Energy received a cancellation request from the customer's utility on 11/29/2014. The cancellation was processed immediately by Eligo. [redacted] provided a service end date of 12/10/2014.Since the customer's account was cancelled prior to the end of the 12 month contract, but after the rescission period had ended, they were billed an ETF. However, as a customer service gesture, Eligo Energy will waive the ETF.Feel free to let us know if there are any additional questions.

Initial Business Response /* (1000, 5, 2015/04/03) */
Eligo Energy records show that Mr. [redacted] did enroll online with Eligo Energy. We do not have any record of Mr. [redacted] calling in to rescind his enrollment. Upon receipt of this complaint, his enrollment was stopped. An Eligo Energy...

Customer Service Manager called the phone number we have on file, XXXXXXXXXX, and left a voicemail for Mr. [redacted] confirming that his account with Eligo Energy had been cancelled and providing this confirmation number for his records: XXXXXXXXXX.
Eligo Energy does not have authority to ensure that his account remains with his previous supplier. We advise that Mr. [redacted] contacts his utility company and his previous supplier to inform them of his desire to remain with that company.