Entrust Energy

Our records indicate that Ms [redacted] contacted our call center to cancel services at [redacted] and [redacted] **ive on March 23rd There are no requests for cancellation prior to this date We submitted the cancellation requests to [redacted] and were provided with Drop Request Tracking Numbers [redacted] and [redacted] [redacted] accepted one of the drop requests, which shows a termination date of May 5th [redacted] rejected the second cancellation request, even though the drop previously showed as successful, which caused the drop to miss the deadline for an April drop A second cancellation request was sent for [redacted] on April 14thDuring this timeframe, Entrust was in the process of negotiating an agreement to sell its customer book to Spark Energy Upon execution of the contract, Entrust was required to provide Spark with a list of active accounts for transition Again, ***'s rules for enrollments and drops dictated when the active accounts would drop from Entrust and become active with Spark It appears that [redacted] was picked up and enrolled with Spark since it was still active at that time but pending a drop Entrust's Terms of Service allow us to assign our accounts to other suppliers, and the transfer of your account was done in accordance with our agreement with Spark However, it was sent to Spark with a pending drop notice and should have been dropped after the transition We do not have access to Spark's systems and do not have the ability to make any changes to the account once it switched to Spark We apologize for the confusion, but based on ***'s business rules, the account was acquired by Spark prior to completion of the drop Ms [redacted] will need to follow up with Spark to confirm cancellation of her [redacted] accountAny additional charges incurred following Ms [redacted] 's request to drop were based on consumption charges used by the customer through the time when [redacted] dropped the customer Entrust has no control over when the accounts drop and any charges incurred are owed by the customer The early termination penalty has been waived

Entrust Energy has cancelled the customer's natural gas service with Entrust Energy as requested and his service will be returned to [redacted] as quickly as possible The enrollment with Entrust Energy was authorized in August by a person at his home who claimed to be authorized to make the account change As the customer's letter indicates, we believe this person was his grand-daughter Mr [redacted] account was enrolled with an 18-month fixed rate of $per therm and an early termination fee of $ Entrust Energy has waived the early termination fee and this fee will not be assessed The rate of $per therm is virtually identical to the rate of [redacted] in December Since August, the Entrust rate has been higher in some months and lower in other months, compared to the [redacted] rate We do not believe there has been a material difference in costs between Entrust Energy and [redacted] *** and we cannot waive our charges for natural gas We apologize to Mr [redacted] for the inconvenience he has experienced and we hope our actions of processing the switch back to [redacted] and waiving the $early termination fee have accommodated his concerns

From: Joseph G*** Sent: Wednesday, March 04, 12:PMTo: drteamCc: Brandi DuClos; Complaints Subject: Re: Case No: [redacted] , [redacted] Re: Case No: [redacted] , [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Ms [redacted] , MrPaul [redacted] ’s daughter Ms [redacted] states that an Entrust agent visited her father’s home offering Entrust’s serviceMs [redacted] states that her father suffered a stroke, which has left him unable to make any decisions on his ownMs [redacted] also states that Entrust switched her father’s service without consent, as her father is her dependent Ms [redacted] states that Entrust has excessive charges and caused a cancellation fee from her father’s previous REPAdditionally, Ms [redacted] states that her father has requested to be returned to Spark Energy, but has been informed by Entrust that he has a valid agreement Entrust has performed an investigation into Ms [redacted] ’s allegations and provides the following information in response Mr [redacted] ’s premise at North 7th Street, Temple, Texas was enrolled with Entrust on October 17th, Attached to this response is a TPV call recording with someone claiming to be Mr [redacted] verifying the enrollment with Entrust His account was enrolled on October 17th and the switch became effective the same day Our Welcome Package, including a Terms of Service, Electricity Facts Label and Your Rights as a Customer, was processed on the day of enrollment and mailed to the billing address on file Ms [redacted] , contacted customer care on February 11th, stating that her father did not authorize to switch to EntrustMs [redacted] also stated that her father suffered a stroke and is very sickMr [redacted] spoke to our customer care agent and advised her to talk to his daughter because he had had a stroke and would not understandMs [redacted] requested to speak to a supervisor, who informed her of the validity of the enrollment at the timeMs [redacted] stated that there was no possible way that Entrust could have a recording where her father agreed to switchMs [redacted] was advised that a request had been sent to pull and review the enrollment callMs [redacted] became upset, stating that she would contact her lawyer She disconnected the call afterwards As part of this investigation, we reviewed the TPV of Mr [redacted] ’s enrollment, which we immediately deemed suspicious Following review of the TPV, we compared the voice of “Mr [redacted] ” in the TPV to Mr [redacted] ’s voice when he and his daughter contacted customer care to dispute the enrollmentWe confirmed that the voice in the TPV did not match the voice in the conversation and that Mr [redacted] ’s account was enrolled fraudulently Upon obtaining this information, we submitted Ms [redacted] ’s complaint to our Sales team for an investigation of the sales agentOur Sales team informed us that the sales agent had already been terminated for compliance issues prior to the receipt of Ms [redacted] ’s complaintIn light of this new information, Entrust submitted MarkeTrak on February 16th, requesting Spark to regain Mr [redacted] ’s premiseOn February 17th, Entrust received and inbound drop request for reason “Customer Changed to another Service Provider”The drop became effective immediatelyAll remaining charges on the account have been waivedEntrust also requested a refund for the payments Mr [redacted] made on the accountAn agent attempted to contact Ms [redacted] to inform her of the resolution but was unable to reach her Regarding Ms [redacted] ’s complaint, Entrust has deemed her father’s enrollment invalid and her father’s account was returned to Spark EnergyWe have canceled all charges on Mr [redacted] ’s accountHis account with Entrust has been closed with a $balance and no further action is needed on his partA refund check for the amount of $was sent to Mr [redacted] on February 26th We send our sincere apologies to Mr [redacted] for the inconvenience this issue has caused him Sincerely, Joseph G [redacted] Joseph G***Bilingual Quality Assurance Analyst McKinney, Level Houston, TX officefaxjoseph.g***@entrustenergy.comentrustenergy.com The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named aboveIf the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibitedIf you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this messageThe views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employeesFurther, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint I did not see a permit that your company had permission from the City of Rochester, NY to conduct business hereDo you have such permission?? This individual was not wearing his identification tag at the time of first contact, which is while he was inside of my house denying that he was from an ESCO company I had to make second contact to get him to show identification and demand a business card Regards, [redacted]

This note is sent in response to the complaint from Ms [redacted] , who complained that a door-to-door agent representing Entrust Energy walked into her house in Rochester, NY without permission Entrust Energy agents are trained to not enter enclosed entry ways without permission The agent’s actions were not consistent with Entrust Energy policy Because of Ms [redacted] complaint, the agent and the full team of which he is a member have been retrained to ensure they understand the importance of only entering enclosed entry ways with permission of the occupants We apologize to Ms [redacted] for the annoyance she experienced No harm was intended by the agent but he should have been more sensitive to the situation Thank you for notifying us about Ms [redacted] concern and please contact me with any additional questions about this matter

From: [redacted] [mailto: [redacted] ] Sent: Thursday, September 04, 11:AM /> To: drteamCc: ComplaintsSubject: Revdex.com Case # [redacted] - [redacted] D [redacted] - Entrust Response RE: Complaint Case No [redacted] for [redacted] Dear Ms [redacted] , Thank you for alerting us to your concerns We have reviewed your account and can provide you with the following information towards resolution of your complaint Our notes indicate that a door-to-door sales agent visited your home on August 8th A third party verification (TPV) recording was performed of your enrollment with Entrust at that time We have reviewed the TPV and determined that the agreement was valid, and that you were notified that your service was switching to EntrustYour account was enrolled with Entrust on August 9th and that enrollment became effective the same day Notes indicate that you contacted Entrust on August 14th requesting to cancel your enrollment within the rescission period At the time, you stated that you had never received a welcome kit and that the door-to-door agent had not contacted you as he said he would We also received an email from you on the same day requesting cancellation Notes indicate that someone from Customer Care replied to your email and advised you that a request would be sent to return your account to your previous REP On August 20th, Entrust received [redacted] from [redacted] Energy requesting to regain your meter Entrust accepted the request on August 26th As of today, we are still waiting on [redacted] to submit a back-dated move in request to regain your account Once [redacted] submits this transaction, your account will go back to them and all charges with Entrust will be cancelled Due to your cancellation request during the rescission period, you will not owe Entrust any payments You can disregard any statements or notices you receive from Entrust Once [redacted] regains your account, all remaining charges will be waived and we will send you a final statement with a $balance We regret the concerns you may have had about service with Entrust and we hope that your issues have been addressed We apologize for the delay in returning your account to [redacted] but we have to wait for them to submit the transactions to finalize the switch back We will send them a note on your behalf as a reminder to complete the process If I can be of further service, please contact me at [redacted]

Entrust did send a collection letter to the customer for $which was an amount we believed had previously appeared on the customer's [redacted] bill but remained unpaid This was for March gas usage Upon investigation, we found that the amount had not previously been billed and due to an oversight by our billing vendor, Entrust had not been made aware of the problem As a concession to the customer, we will waive the $charge We regret the error and apologize to the customer for sending the collection letter

Hello Ms***, We would really like to help youWe don't see that you stated a desired settlementCan you please state what your desired settlement is? Sincerely, Entrust Energy

Re: Case Number [redacted] sans-serif;"> Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] Entrust has performed a review of Mr [redacted] account and provides the following information in response to his complaint Mr [redacted] enrolled his account with Entrust on August 13, We have reviewed the third party verification recording of Mr [redacted] recording and confirmed that Mr [redacted] performed the enrollment and agreed to all of the terms Entrust has performed an investigation into Mr [redacted] complaint and provides the following information in responseAn Entrust door-to-door agent visited Mr [redacted] residence on August 13th, Following a discussion with the sales agent, Mr*** [redacted] spoke with our TPV agent and consented to enroll his premise at [redacted] Mr [redacted] verified his decision to enroll with Entrust and agreed to the terms and conditions for serviceThe account was enrolled on August 13th, and the switch became effective the same day Entrust received [redacted] from Green Mountain on August 28th requesting that Entrust allow Green Mountain to regain Mr [redacted] account Notes indicate that Ms [redacted] contacted Entrust’s Customer Care on August 29th stating that her husband was not authorized to switch providersMs [redacted] requested to listen to the enrollment call Entrust accepted Green Mountain’s request to regain Mr [redacted] account on September 17th, after receiving the request within the rescission period and reviewing the account notesAlthough Entrust had a valid agreement with Mr [redacted] we agreed to send back his premise as of date of loss As part of this investigation, we submitted Mr [redacted] complaint to our Sales team for an investigation of the agent, [redacted] ***Mr [redacted] responded that he reviewed Mr [redacted] bill and noticed that customer was on a month to month rateWhen Mr [redacted] was asked why Mr [redacted] stated he (Mr***) advised him that Entrust would take care of everything, including the early termination penalty, Mr [redacted] responded that Mr [redacted] may have misunderstood him, and clarified that what he advised Mr [redacted] was that Entrust would take care of everything regarding the switch process We have asked the Sales team to retrain Mr [redacted] and asked that he be more specific about what items Entrust would take care of in order to avoid future applicant confusion Regarding Mr [redacted] complaint, we dispute the allegations that Mr [redacted] account was enrolled with without his authorization However, due to Mr [redacted] request to rescind his contract during the rescission period, we are releasing Mr [redacted] from his contract and are allowing his premise to be regained by Green MountainOnce Green Mountain regains his meter, all charges will be waived and Mr [redacted] account will be closed Mr [redacted] can disregard any bills or other communications regarding his account with Entrust while this is processing Entrust will send him a final bill with a $balance once the account is closed Due to privacy of customer information, we are not including the TPV with this response However, we are contacting Ms [redacted] to allow her to review the TPV and will be glad to allow Mr [redacted] to review it as well upon request If Mr [redacted] has any questions, he may contact our Customer Care team Sincerely, [redacted] Bilingual Quality Assurance Analyst Entrust Energy, Inc

Entrust Energy has investigated the customer's complaint about being enrolled for service without his consent We have determined that the door-to-door agent representing Entrust Energy acted fraudulently by creating a third party verification call using a person who was not the intended customer The agent has been terminated We apologize to [redacted] for this incident His enrollment has been cancelled and he will not become a customer of Entrust Energy We appreciate [redacted] bringing this to our attention

Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] ***Entrust has performed an investigation into Mr***’s allegations and provides the following information in response to his complaint An Entrust door-to-door agent visited Mr***’s residence on January 8th, Mrs [redacted] ***, Mr***’s spouse, spoke with our TPV agent and consented to enroll two premises for service with Entrust The accounts were enrolled on January 8th and the switches became effective the same day Our Welcome Package, including a Terms of Service, Electricity Facts Label and Your Rights as a Customer, was processed on the day of enrollment and mailed to the billing address provided in the TPV recording Notes indicate that Mrs [redacted] contacted Entrust with questions about her high bills on March 4th Our agent went over the details of her bill, including her usage and the TDU charges The agent provided her information about smartmetertexas.com to track her usage and for tips to reduce consumption Notes also indicate that Mrs [redacted] requested another copy of her statement, which was mailed on the same day Notes indicate that Ms [redacted] ***, Mrs***’s daughter, contacted Entrust March 5th to dispute the enrollment Ms [redacted] requested to hear the TPV of her mother’s enrollment, and the agent submitted a request to have it pulled The agent also advised Ms [redacted] that she was not listed on the account as an authorized representative and that her father, the account holder, would need to be available to give permission to allow her to review the call when the Entrust agent called with the results Notes indicate that Ms [redacted] stated that she understood On the evening of March 7th, an Entrust agent attempted to contact Ms [redacted] to discuss the TPV Notes indicate that the TPV was completed by Florinda [redacted] and was deemed valid after review The agent noted that there was no answer to the number she called and she was unable to leave a message There are no notes indicating that Ms [redacted] called back Ms [redacted] [redacted] contacted Entrust on March 17th to get an update on the TPV review The agent advised her that Entrust had a valid TPV Ms [redacted] stated that she wanted to hear it and that agent advised her that Entrust would need her father or mother’s verbal permission to listen to the call since she was not listed on the account as an authorized representative Ms [redacted] called back approximately an hour later requesting a Supervisor Ms [redacted] advised the agent and Supervisor that her parents had been manipulated into answering all of the questions with “Yes” Ms [redacted] stated that her mother was not capable of making those decisions and that the ***’s wished to go back to their previous REP Entrust received a Revdex.com complaint from the ***’s on April 10th That same afternoon an Entrust representative attempted to contact [redacted] at the number she provided to follow up about the complaint Ms [redacted] did not answer and the agent left a message There are no notes indicating that Ms [redacted] called back Another Entrust customer care agent attempted to contact Ms [redacted] on April 21st to discuss resolution of the issue, but did not reach her The agent left a message As part of this investigation we submitted the complaint details to our sales team to address with the agent The agent denied the allegations that she manipulated Ms [redacted] into signing up, and since we were unable to reach the ***’s, we were unable to obtain any more specific information about the discussion between Mrs [redacted] and the agent Our review of the TPV determined that it was valid Mrs [redacted] responded to all of the requests and questions in a timely manner and did not appear to have any issues hearing or understanding the questions Additionally, Ms [redacted] did not appear to be frustrated or seem to be incapable of comprehending what she was doing Even though we feel that we have a valid agreement with the ***’s, we have decided, as a gesture of good will, to release the ***’s from their contract We have requested MarkeTraks to send both premises back to the previous providers, the process for which can take a few weeks We have also requested refunds for the payments they have made on the account totaling $1287.57, which should be processed and mailed out later this week Once the MarkeTrak process completes, all remaining charges will be waived Mrand Mrs***’s account is flagged as ineligible for disconnection for non-payment, so they can disregard any current or future statements or notices they receive regarding payment on the account Due to privacy of customer information laws, we are not including the TPV with this response We have made multiple attempts to contact [redacted] about the results of the TPV but have not been able to reach her Members of our Complaint Task Force team are still trying to reach her, and I have instructed them to allow Ms [redacted] to review the TPV if she requests it We will also be happy to allow Mrand Mrs [redacted] to review the TPV upon request If the Revdex.com requires anything further on this matter, please contact me at [redacted] Sincerely, [redacted] Director of Regulatory Affairs

From: Brandi D [redacted] [mailto:brandi.d***@entrustenergy.com] Sent: Friday, February 27, 11:AMTo: drteam Subject: Complaint Response - Revdex.com Case # [redacted] - [redacted] Dear MsOsorio, Thank you for forwarding your concerns to us to address with our sales team Your feedback was instrumental in helping us identify areas where our agents needed further training or other actions taken to insure that our customers are satisfied with their enrollment experience Regarding your account, we reviewed the third party verification (TPV) recording of your enrollment on February 6th, which was valid However, due to the information you forwarded to us about your experience with the sales agents, we made the decision to try to cancel your enrollment before it became effective Unfortunately, your enrollment was too far along in the process and our request for cancellation was rejected However, we submitted what is referred to as a MarkeTrak to your previous Retail Electricity Provider (REP) to ask them to regain your account from the date of loss According to our records, your account was regained by your previous REP on February 11th We have since waived all remaining charges from your closed account, and you should receive a final bill with a $balance in the next few days If you have any questions about your account, please feel free to call our contact center at 800-871- Best regards, Brandi D***Director of Regulatory Affairs McKinney, Level Houston, TX officefaxbrandi.d***@entrustenergy.comentrustenergy.com The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named aboveIf the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibitedIf you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this messageThe views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employeesFurther, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email

Sent: Monday, April 13, 12:PMTo: drteamSubject: Complaint Response: Revdex.com Case # - [redacted] Dear Revdex.com Staff, We reviewed the third party verification (TPV) recording of [redacted] enrollment, which was performed by her spouse, [redacted] In the recording, we confirmed that [redacted] was advised of Entrust’s rates as well as a monthly fee from *** We also confirmed that [redacted] signed up for a variable rate product, and that he could cancel at any time without penalty [redacted] was contacted by a member of our QA team on March 31st and allowed to listen to the enrollment call We submitted a cancellation request for [redacted] account on March 31st - Drop Request Tracking Number = [redacted] can reference this number to confirm the drop with *** There will be no early termination penalty We will not waive the delivery charges, however, as they were disclosed in both the TPV and the Terms of Service sent to [redacted] following enrollment Please let me know if I can be of further assistance Sincerely, Brandi DuClos Director of Regulatory Affairs Entrust Energy

Sent: Wednesday, March 25, 9:AM To: drteam Cc: [redacted] Complaints Subject: Re: Case No: [redacted] Re: Case No: [redacted] [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Ms [redacted] *** Ms [redacted] states that in October of 2014, an agent wearing an [redacted] hat visited their home and stated that the meter at their residence was malfunctioningMs [redacted] states that she allowed the agent to precede thinking he was from ***Ms [redacted] states that on March 4th, her service was disconnected and when she contacted her provider, 4change Energy, she was advised that she was no longer a customer with themMs [redacted] contacted [redacted] and was advised that Entrust was her providerMs [redacted] states that Entrust has excessive charges and caused a cancellation fee from her previous REP Entrust has performed an investigation into Mr***’s allegations and provides the following information in response Mrand Ms***’s premise was enrolled with Entrust on January 9, On March 4th, Entrust processed a disconnection request after not receiving a payment for the past due amount of $from a bill generated on January 28thNotes indicate that Ms [redacted] contacted Entrust to dispute the enrollment, stating that she did not authorize to switch to EntrustThe customer care agent advised Ms [redacted] that a request to review the enrollment call would be sent to determine who authorized the enrollment On the same day, Entrust received an inbound drop process, for reason “Customer Moved”The drop became effective immediately and a final invoice generated on March 6th As part of this investigation, we reviewed the TPV of Ms***’s enrollment, which we deemed suspicious Following review of the TPV, we compared the voice of “Ms***” in the TPV to Ms***’s voice when she contacted customer care to dispute the enrollmentWe confirmed that the voice in the TPV did not match the voice in the conversation and that Ms***’s account was enrolled fraudulently In light of this new information, all remaining charges on the account have been waivedOn March 11th, our Complaints Resolution team contacted Ms [redacted] and advised her that Entrust had an invalid agreementTherefore, all charges on her account would be waived Regarding Mr***’s complaint, Entrust has deemed the enrollment invalid and have canceled all charges on Ms***’s accountHer account with Entrust is now closed with a $balance and no further action is needed on her part We send our sincere apologies to Ms [redacted] for the inconvenience this issue has caused her Sincerely, [redacted] Bilingual Quality Assurance Analyst McKinney, Level Houston, TX office fax [email protected] entrustenergy.com

Dear [redacted] , Thank you for bringing this to our attentionOn behalf of Entrust Energy, I want to apologize for the issue with your accountWe reviewed your account information and verified that an enrollment was submitted with a future dated switch on [redacted] 18thYesterday we submitted a cancellation request for that switch, and this morning we received confirmation from [redacted] that the switch request was cancelledYour account has been closed with a $balance and your service will remain with your current providerI have attached a screenshot of your account which confirms the cancellation We have also submitted a request to our Sales team to investigate this matter with the sales agent who enrolled your homeI do not have any additional information regarding how the account was enrolled under your name at this time, but hope to hear back from our Sales team in the next few daysIn the meantime, the sales agent has been pulled from the field for questioning Again, I apologize for this issue and assure you that we are looking into the enrollment on our sideIf there is anything I can do to further assist you, please do not hesitate to contact me at [redacted] Best regards, [redacted] Entrust Energy, Inc

Dear Ms [redacted] Please accept my apologies for the issue you are experiencing with your account I assure you that Entrust Energy does not condone fraudulent enrollment of consumer accounts and we are looking into this matter I wanted to provide you a status update on this investigation We have accepted a request from CPL to regain your account CPL will need to submit the proper transactions to regain the account, but once that is complete, all charges with Entrust will be cancelled and sent over to CPL for billing I'm not sure how long it will take CPL to send the transaction to regain your account, but I'm assuming at least a week In the meantime, you may disregard the bills you have received to date from Entrust I have sent a note to our Collections department to cease all calls while we resolve this issue Additionally, we have placed a usage block on your account, which should prevent it from billing any further Once your account is regained by CPL and the charges are cancelled, we will waive any remaining charges, including the Early Termination Penalty, and send you a final bill showing a $balance As I mentioned previously, we are still investigating the issue with the sales agent who visited your home We will provide additional information to you in the future once the investigation is complete If you have questions, please feel free to contact me at [redacted] Sincerely, [redacted] Director of Regulatory Affairs Entrust Energy, Inc

Ms [redacted] Per our email discussion, your father's account has transferred back to TXU as of this morning Once we receive all of the cancelled usage and charges, we will waive any remaining charges and send out a final invoice showing a $balance, which he'll most likely receive mid-week next week If there's anything else I can do to be of assistance, please do not hesitate to contact me Regards, [redacted]

Dear [redacted] , Thank you for contacting [redacted] ***with the concerns about your account enrollment We have reviewed your account information and have the following information for youOur records indicate that your account was enrolled by your spouse, [redacted] We have a third party verification recording where [redacted] agreed to service with [redacted] Our notes indicate that [redacted] contacted our Customer Care team on [redacted] to cancel the switch request, which was after the three day rescission period We received two more calls from you that same afternoon disputing the enrollment, stating that your spouse was not authorized to enroll the account.We sent a cancellation request for your account on [redacted] *** We have also waived the early termination penalty as a gesture of good willIf we can be of further assistance, please feel free to contact our Customer Care teamSincerely, [redacted] Director of Regulatory Affairs [redacted] ***

From: [redacted] ] Sent: Tuesday, February *** 1:PMTo: drteamCc: ComplaintsSubject: RE: Revdex.com Case # [redacted] - Entrust Energy Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by [redacted] [redacted] states that an Entrust sales representative came to her house and promised that she could get cheaper electricity from Entrust if she signed up The agent promised her cents per kWh and no base charge [redacted] states that her first bill with Entrust shows her rate as cents per kWh, and an additional TDU delivery charge, which she states the agent did not inform her of [redacted] states that she cannot leave because of the early termination penalty and feels like she was misinformed As part of the investigation into the complaint, we retrieved and reviewed the TPV of [redacted] ’s enrollment During review, we noted that the sales agent confirmed the fixed and average price to [redacted] while he was providing her enrollment information to the TPV agentThe sales agent also disclosed the average and fixed price to the TPV agent in [redacted] ’s presence Our scripting requires the TPV to disclose the average price and fixed price during the verification portion of the recording Based on available information, Entrust believes that [redacted] was not misled about the average or fixed price of her contracts [redacted] agreed to these charges as disclosed in the TPV, and had at least ten days following enrollment to review the terms of service and EFL to cancel without penalty We also note that Terms of Service and EFL sent to [redacted] following enrollment disclosed the TDU charges and average prices Given that, [redacted] had ample opportunity to contact us during the rescission period if she had questions or concerns about the rates upon receipt of those documents Due to privacy of customer information laws, we are not including a copy of the TPV with this response, but are happy to provide [redacted] the opportunity to review it at her convenience If the Revdex.com requires anything further on this matter, please contact [redacted] at [redacted] Sincerely, [redacted] Houston, TX office fax [redacted]

Sent: Monday, April 13, 12:PM To: drteam Subject: Complaint Response: Revdex.com Case # - [redacted] Dear Revdex.com Staff, We reviewed the third party verification (TPV) recording of [redacted] enrollment, which was performed by her spouse, *** [redacted] In the recording, we confirmed that [redacted] was advised of Entrust’s rates as well as a monthly fee from *** We also confirmed that [redacted] signed up for a variable rate product, and that he could cancel at any time without penalty [redacted] was contacted by a member of our QA team on March 31st and allowed to listen to the enrollment call We submitted a cancellation request for [redacted] account on March 31st - Drop Request Tracking Number = [redacted] can reference this number to confirm the drop with *** There will be no early termination penalty We will not waive the delivery charges, however, as they were disclosed in both the TPV and the Terms of Service sent to [redacted] following enrollment Please let me know if I can be of further assistance Sincerely, Brandi DuClos Director of Regulatory Affairs Entrust Energy