Energy Plus Natural Gas, LLC

Energy Plus received *** *** ***’s complaint on January 24, 2018, however it was filed on December 15, 2017. The following outlines her enrollment, account status, and our resolution.*** ***’s account was enrolled in person at a retail event for Energy Plus on July 31, ***
*** enrolled in a month promotional variable supply price plan As part of the enrollment, *** *** was presented with and accepted all required disclosures including the key terms which included that the supply price was variable and that the variable supply price may be higher than the EDC rate Following the enrollment, *** *** was mailed a copy of the Disclosure Statement detailing the full terms, including a description of the variable supply price and disclosure that reiterated the supply rate may be higher than the EDC’s rate Further, *** ***’s account was enrolled in the Energy Plus *** *** rewards program As a result, he was set to receive certain award benefits, including an initial bonus, in the course of her enrollment based on her electricity supply purchases To date, *** *** has earned 34,miles. Prior to receiving this complaint, Energy Plus spoke with *** *** on April 25, We reviewed the terms of service, supply prices charged, and offered alternative supply price plans available to him Lastly during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check. *** *** accepted our offer, and decided to remain a customer with Energy Plus under one of our alternative variable supply price plans Energy Plus spoke with *** *** on October 12, We reviewed the terms of service, supply prices charged, and offered alternative supply price plans available to him Lastly during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check. *** *** accepted our offer, and decided to remain a customer with Energy Plus under one of our alternative month fixed supply price plans Energy Plus spoke with *** *** on October 4, We reviewed the terms of service, supply prices charged, and offered alternative supply price plans available to him *** *** decided to remain a customer with Energy Plus under one of our alternative variable supply price plans Unfortunately, due to a representative error, the request plan switch did not take place on *** ***’s account Energy Plus spoke with *** *** on December 15, We reviewed the terms of enrollment, supply prices charged, and the aforementioned conversation During this call, Energy Plus identified the error that occurred on the previous call To remedy this, Energy Plus sent *** *** a check for the difference between the supply prices on the recent bills, and the supply price of the selected alternative variable supply price plan Energy Plus apologized for this error On December 19, 2017, Energy Plus received an inbound cancelation request from *** ***’s local utility company, ***, and the account will end service on February 5, 2018, as determined by *** Upon receiving this complaint, Energy Plus spoke with *** *** on January 25, We reviewed the terms of service, supply prices charged, the aforementioned conversation, confirmed the service end date, and apologized for any dissatisfaction We consider this matter closed.Please let me know if you need any additional information regarding this complaint.Frank S*Regulatory Complaints AnalystMarket Street, 10th FloorPhiladelphia, PA 19104###-###-#### (p)

","sans-serif">To Whom It May Concern,
Energy Plus received Mr[redacted]'s complaint on April 6,
2015. The following outlines his enrollment, account status, and our
resolution
Mr
[redacted]'s electricity account was enrolled online for Energy Plus on August 1,
2013. During the enrollment, Mr[redacted] was
presented with all required disclosures including the fact that our product was
for a month promotional variable supply price plan. Following enrollment, Mr[redacted] was emailed a
copy of the Terms of Service for the electricity account which additionally
outlined the variable supply price, including that it may be higher than his
local utility's supply rates. Finally, Mr
[redacted]' account was enrolled in the Energy Plus [redacted] rewards program
As a result, he received certain rewards benefits, including an initial
bonus amount, in the course of his enrollment based on his electricity
purchases. To date, Mr[redacted] has earned
12,points
Prior to
receiving the complaint, Energy Plus spoke with Mr[redacted] on March 31, 2015. We reviewed the terms of his enrollment,
supply prices charged, and offered alternative fixed supply price plans
available for him. During that
conversation, Mr[redacted] requested to cancel his account with Energy Plus. His request was processed immediately, and his
account ended service on April 6, 2015, as determined by his local utility
company, [redacted]. Lastly during that
conversation, as a show of good will, we offered to issue a courtesy credit in
the form of a check. While we were not obligated to offer a credit, we
did so in order to amicably resolve his concern. We believe this resolution was fair, since the
Terms of Service clearly indicate that his plan was for a variable supply
price. Mr[redacted] declined our offer at
that time.
Upon
receiving his complaint, Energy Plus attempted to speak with Mr[redacted] on April
6, and 8, 2015. Unfortunately we were
unable to reach him. Should he wish to
return our calls, we will work to resolve the complaint. Until then, we consider this matter closed
Please let me know if you need any
additional information regarding this complaint
Frank S[redacted]
Philadelphia,
PA
###-###-####
(p)
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