Entrust Energy

October 30, Re: Complaint No: [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] Mr [redacted] states that when he signed up with Entrust, he requested a future dated switch for October ***, Mr [redacted] states that Entrust switched him before the requested date, and he is now being charged an Early Termination Penalty with his provider, [redacted] Energy Entrust has performed an investigation into Mr [redacted] ’s complaint and provides the following information in response An Entrust door-to-door agent visited Mr [redacted] ’s residence on October 3, Following a discussion with the sales agent, Mr [redacted] spoke with our TPV agent and consented to enroll his premise for a future-dated switch on October 30th Attached to this response is a TPV call recording with Mr [redacted] where he verifies enrollment with Entrust and specifies the future-dated switch dateThe account was enrolled on October 3rd, and the switch was scheduled to become effective on October 31st Notes indicate that Mr [redacted] contacted our call center on October 4th requesting to change his switch date from October 31st, to October 20th The Customer Care agent advised Mr [redacted] that due to an error in our system, the request to switch date was rejectedDue to the rejection, the Customer Care agent advised Mr [redacted] that he would have to cancel the switch, and resubmit a separate transaction with his desired date of October 20th On October 8th, A Customer Care agent called back Mr [redacted] regarding his request to change his switch dateMr [redacted] stated that he did not wish to proceed with the enrollmentMr [redacted] also stated that he wanted to cancel his enrollmentPrior to the call, The Customer Care agent resubmitted the enrollment for the incorrect date, October 8th, which caused Mr [redacted] to be switched before his requested dateTherefore, a request to our Operations team was sent to send the customer back to his previous REP as of date of loss As part of the investigation into Mr [redacted] ’s complaint, we retrieved and reviewed the TPV of the enrollmentWe confirmed that the man in the TPV was Mr [redacted] , and confirmed that he agreed to all of the terms that were disclosed to him, including the pricingHowever, during the TPV Mr [redacted] was advised incorrectly regarding of the fees associated with a future dated switchTherefore, Entrust has deemed this enrollment invalid Entrust sent [redacted] on August 9th requesting that [redacted] Energy regain Mr [redacted] ’s account Bounce accepted the request on August ***, however, on August [redacted] Entrust received an inbound drop request for reason code; “Customer Changed to another Service Provider”, meaning that Mr [redacted] switched his account before the [redacted] process could finish Entrust has waived the remaining charges after the cancelled usage finished processingEntrust has also generated a new statement reflecting a $balance on Mr [redacted] ’s account Regarding Mr [redacted] ’s complaint, Mr [redacted] requested to change his switch date but because of system issues, Entrust was not able to process his request that same dayWe honored Mr [redacted] ’s request to cancel his service and all remaining charges on his account were waivedA final invoice showing a $balance will be sent to Mr [redacted] We are sorry to lose Mr [redacted] ’s business and we hope that our actions have resolved his concerns We hope that Mr [redacted] will consider coming back to Entrust the next time he is shopping for a retail electricity provider If the *** requires anything further on this matter, please contact me at: [redacted] Sincerely, [redacted] Quality Assurance Analyst [redacted] ***

Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by [redacted] [redacted] ’ is in the process of transferring his service and power was not turned on for the requested date [redacted] ’ states this delayed his move in and resulted in financial losses Entrust has reviewed [redacted] ’ account and responds with the following information regarding his complaint: [redacted] contacted Entrust Energy on May 11th, to request a transfer of service to a new service addressHe requested a move in at the new location for June 1st, Entrust processed a move out for June 8th, 2015, per [redacted] request, to his previous address and scheduled a move in for June 1st, Our agent generated an incorrect order type and then placed that order on hold, but failed to follow up with our operations team to resubmit the orderThis caused a delay in the review of the order being sent out to market [redacted] contacted Entrust on the afternoon of June 1stThe customer care agent who spoke with [redacted] during this time determined the order was not sent and submitted a request to have the order issued In an effort to expedite [redacted] move in, Entrust submitted a "safety net" to [redacted] on June 1st to turn [redacted] services onHowever, due to the size of the meter at [redacted] address, [redacted] rejected the requestOur customer care department attempted to notify [redacted] of the issue, but was unable to reach himHe contacted Entrust the following day, June 2nd, where he was advised that because of the size of the meter at his home, [redacted] could not turn the power on remotely and a technician would have to go to the home to manually turn the power onOur Call Center Manager also made multiple attempts in the following days to speak with [redacted] regarding his issueHowever, he was unable to reach him and left voice messages to return our call [redacted] contacted Entrust on June 9th and was advised that we had updated his pricing planHe did not have further questions at the time We apologize to [redacted] for the issue he experienced with his move and are reviewing our processes to make improvements as we as revising our agent trainingWe send our sincere apologies to [redacted] for the inconvenience this issue has caused him

Re: Case No: 10509929, [redacted] class=""> Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] Mr [redacted] states that he never agreed signed a contract with EntrustMs [redacted] states that he was switched from [redacted] without his written consentMrCelso also states that he attempted to contact Entrust, but was unable to reach an agentAdditionally, Mr [redacted] states he should not be liable for the $early termination penalty Entrust has performed an investigation into Mr [redacted] ’s allegations and provides the following information in response Mr [redacted] ’s premise at County Road 521, Nacogdoches, Texas was enrolled with Entrust on July 24, Following a discussion with the sales agent, Mr [redacted] ’s wife spoke with our TPV agent and consented to enroll the premiseHis account was enrolled on July 24th 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 Notes on the account indicate that monthly payments have been made to the account since September of Notes also indicate that Mr [redacted] did not contact Entrust regarding his enrollment dispute prior to filing a Revdex.com complaint on March 3, As part of this investigation, we retrieved and reviewed the TPV of Mr [redacted] ’s enrollmentFollowing review of the TPV, we confirmed that the woman in the enrollment is Ms [redacted] , Mr [redacted] ’s wife, and she agreed to all of the terms that were disclosed to her, including the pricingWe have also compared the voice of Ms [redacted] from a call she made to Customer Care on September We have confirmed that the voices match Regarding Mr [redacted] ’s complaint, we have reviewed the TPV of Mr [redacted] ’s enrollment in which his wife agreed to enroll their premise with EntrustAs a gesture of good will, we have waived the early termination penalty of $We asked a customer care agent to reach out to Mr [redacted] to inform him that he will not be responsible for the early termination penalty We have also asked our billing team to generate a final bill showing a $balance, which will be sent to Mr [redacted] as confirmation of the waiver We are sorry to lose Mr [redacted] ’s business, and hope that he will reconsider Entrust the next time he is seeking a electricity provider If he has any questions about his closed account, our Customer Care team will be happy to assist him Sincerely, Joseph G [redacted] Joseph G***Bilingual Quality Assurance Analyst McKinney, Level Houston, TX 77010entrustenergy.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 From: [redacted] Sent: Tuesday, May 26, 9:AMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] I got no respond from Revdex.comThat was why I asked about it on 5/21/I got no resolutions from Entrust EnergyPlz read back you message on 5/21/Sent from AOL Mobile Mail Regards,

[redacted] Entrust will agree to waive the remaining $early termination penalty once we have confirmed that you have made full payment of the remaining energy charges for usage you used on all three premises while your accounts were with Entrust, totalling $ Upon confirmation of this payment, we will credit your account for $and send you a revised statement showing a $balance Thank you, [redacted]

Dear [redacted] ***, Thank you for letting us know about your concern We apologize for any issues you may have experienced receiving our bills We have not received any returned mail on your account and cannot explain why you were not receiving your invoicesWe would suggest that you report this issue to your local [redacted] , since we have no control over what happens after bills and notices leave our print vendor's facility That being said, your account switched to another REP on August 28th while you were still under contract with Entrust We received a partial payment of $on September 10th, 2014, which left a remaining balance on your account of $ We did not receive any additional payments after this date for your remaining balance, and after our [redacted] team was unsuccessful reaching you, the remaining balance was written off Our [redacted] team sent your remaining balance to a collection agency on January 28thA member of our call center team attempted to contact you about your complaint on April 7, and 14, but was unable to reach you and left messages for you to call back Please give our [redacted] team a call at [redacted] or [redacted] and we can discuss your final balanceSincerely, [redacted] Entrust Energy, Inc

Sent: Thursday, February 19, 12:PM To: drteam Cc: [redacted] ; Complaints Subject: Re: Case Number [redacted] – [redacted] Re: Case Number [redacted] – [redacted] Dear Sir/Madam, This email is being sent in response to the abovementioned complaint filed by Mr*** [redacted] Entrust has performed an investigation into Mr [redacted] ’s complaint and provides the following information in response Mr [redacted] ’s premise at [redacted] ***, was enrolled on June December 14th, by his son, [redacted] The enrollment became effective on December 15th Our Welcome Letter and kit were sent to Mr [redacted] ’s attention at the mailing address he provided in the third party enrollment recording, which was the same as the service address Records indicate that Mr [redacted] , Mr [redacted] ’s father, contacted Entrust on January 20th to dispute the enrollmentMr [redacted] stated that he was the owner of the home and electric service account, and his son did not have authorization to change providersMr [redacted] was advised that an investigation would have to take place to review the enrollment call [redacted] was received for Mr [redacted] ’s previous REP on January 22ndThe MarkeTrak was declined by our Operations team on January 26th, due to Entrust having an agreement with Mr [redacted] This decision was based on review of the third party verification recording of the enrollment Mr [redacted] filed a Revdex.com complaint on January 30th stating that an Entrust Sales representative signed him up his premise without his consent Prior to Entrust receiving Mr [redacted] ’s complaint, on January 29th Entrust advised Mr [redacted] of the results of the investigationMr [redacted] was advised that per the enrollment call, he agreed to all terms; however, the TPV recording was not clear and showed signs of interference when the TPV agent was disclosing information regarding the enrollmentTherefore, Entrust would cancel all charges on his account and send a request to his previous REP to regain his premise as of date of loss On January 30thEntrust submitted MarkeTrak No [redacted] for service address [redacted] , requesting that the previous REP to regain premise [redacted] Energy agreed to regain Mr [redacted] ’s premise on February 2ndMr [redacted] ’s premise was regained by [redacted] on February 5thWe have submitted a request to our billing team to cancel all charges on Mr [redacted] ’s account Regarding Mr [redacted] ’s complaint, we apologize for the inconvenience and confusion this issue may have causedSince [redacted] enrolled the account under his own name, there is no way that Entrust could have known that he was not the account holder until we were contacted by [redacted] We hope that the actions taken in this response will resolve any concerns he may haveWe urge Mr [redacted] to contact Customer Care in the event that he has any additional questions Please contact me if you need any additional information Sincerely, Joseph G [redacted] Bilingual Quality Assurance Analyst Entrust Energy, Inc Joseph G [redacted] Bilingual Quality Assurance Analyst [redacted] 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

Dear Revdex.com Staff, We have asked the Collections Agency to stop calling Ms [redacted] , effective immediately, for the duration of the investigation into this complaint If Ms [redacted] receives any additional calls after today, please inform me and I will immediately contact our Collections Supervisor to address it with the agency Sincerely, [redacted] Director of Regulatory Affairs Entrust Energy, Inc [redacted]

From: [redacted] Sent: Friday, August 15, 4:PM /> To: drteamCc: ComplaintsSubject: Revdex.com Case # [redacted] Re: Complaint No: [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] Mr [redacted] ’s account was acquired by Entrust Energy from Reach Energy Mr [redacted] states that he would like to rescind his contract Entrust because his provider of choice was Reach and he did not agree to service with EntrustMr [redacted] also states that Entrust is not providing the proper customer service and has double billed him Entrust has performed a review of Mr [redacted] ’s account and provides the following information in response to his complaint Entrust Energy acquired Mr [redacted] ’s premise at [redacted] *** from Reach Energy on May 9th, A switch request was submitted for the account on May 9th and service became effective on May 10th Mrs [redacted] contacted Entrust on July 15th regarding the statement that was due on the 9thMrs [redacted] stated that she signed up for auto recurring payments, but the payment was not draftedThe Customer Care agent informed Mrs [redacted] that her auto-draft information was not processed and would have to be set up againMrs [redacted] was advised that she would have to make a payment for the past due amount of $as wellIn error, the Customer Care agent processed a payment for the total amount on her account of $Mrs [redacted] became upset and disconnected the call On the same day, July 15th, Mrs [redacted] called back and spoke to a different Customer Care agentMs [redacted] explained that the previous agent processed a payment for the amount of $but Ms [redacted] only wanted to make a payment for the past due amountMrs [redacted] was advised that the payment did go throughThe Customer Care agent advised Mrs [redacted] that Entrust could process a refund for the amount of $260.48, which would reflect as a credit on the accountMrs [redacted] was informed of the new current charges for the amount of $due on July 25thMrs [redacted] advised the Customer Care agent to not process the refund, because she would have to pay it regardlessMrs [redacted] was advised that Entrust will waive the late payment penalty for the amount of $ On July 25th, Mrs [redacted] called in and spoke to an Entrust supervisorMrs [redacted] called regarding a payment for the amount of $that is pending from her bank account to be draftedThe Customer Care Supervisor informed Mrs [redacted] that the payment had already been processed through; however, the Billing department was able to reverse the paymentMrs [redacted] requested for the auto recurring to be stopped completelyAn order was sent to cancel the payment information that was storedMrs [redacted] requested to cancel her contract and was informed of the Early Cancelation Penalty Mr [redacted] called Customer Care in two occasions on July 25th, requesting to cancel his enrollmentMr [redacted] was advised of the Early Cancelation Penalty of $Mr [redacted] stated that he did not request to be with Entrust and he did not want to be with Entrust and he would like to cancel his contract without penaltyMr [redacted] request to speak to a supervisor, but one was not available at that time and the agent took Mr [redacted] ’s contact information to have someone call him back A supervisor from Entrust contacted Mr [redacted] on July 29th.Upon introduction of the supervisor, Mr [redacted] disconnected the call Regarding Mr [redacted] ’s complaint, we apologize for the inconvenience Mrs [redacted] experienced when our Customer Care agent accidentally over-drafted her accountWe regret that this was the first experience the [redacted] ’s had with Entrust and understand their frustration We offered to refund the money, which would have taken a few days to complete due to our bank’s processes Entrust did reverse the late fees on Mr [redacted] ’s account Regarding Mr [redacted] ’s request to cancel his service, Entrust acquired his and other Reach Energy customer premises through a process approved by the Public Utility Commission of Texas At the time of the acquisition, Entrust sent all of Reach’s customers notice and informed them that Entrust would honor Reach’s contracts Entrust has honored the rate and terms Mr [redacted] agreed to when he enrolled with Reach and has the right, contractually, to charge Mr [redacted] an early termination penalty if he switches to another REP before his term is complete However, due to the error that occurred on Entrust’s side regarding Ms [redacted] ’s payment, Entrust has agreed to release Mr [redacted] from his contract and allow him to switch to another provider without penalty Mr [redacted] will owe Entrust for any usage consumed at his premise but the early termination penalty will be waived Please contact me if I can be of any further assistance Sincerely, [redacted] Quality Assurance Analyst Entrust Energy, Inc Joseph GarciaBilingual Quality Assurance Analyst McKinney, Level Houston, TX [email protected] 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

Entrust Energy regrets that Ms [redacted] is not happy with her natural gas service from Entrust As a concession to her, today we have submitted a request to have her service switched back to her utility The switch will be made at the earliest possible date allowed by the utility We are also waiving the early termination fee that would otherwise apply Ms [redacted] 's February gas bill was higher than she expected due to two factors - first, the weather was extremely cold and her usage increased Second, the Entrust rate per unit was higher than the utility rate during February Ms [redacted] signed up for an 18-month fixed rate - meaning her rate was guaranteed to stay the same for the next months, regardless of what happened to energy prices or to the utility price over that same period It would be misleading to judge the plan based on what happened during only the first month of that period Regardless, we are taking the steps noted above to address Ms [redacted] 's concerns Entrust Energy thanks Ms [redacted] for her honest and candid feedback

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

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. Sent: Thursday, June 04, 2015 11:50 PMTo: drteamSubject: Re: Complaint Id # [redacted] Good evening, My understanding from their comment is they will follow-up and get back to me. They have not gotten back to me with their investigation to why they charge me at my current address when I did not give them permission to do so. They transfer/sold our identity to a different provider without informing us. As citizen, I have rights. For these reasons, they had broken the confidentiality rules. No wonder, business like Entrust Energy release our information without consent could cause other business to stole our identities. I want to know why I was charged after I had already cancelled the account. I want full refunds. I want to be compensated for wasting my time to fight for my rights. I want the letter from Entrust Energy to state why we were not informed for transferring our name to another company after I had called and cancelled the account. These questions are not answered yet. Thanks, [redacted] Regards,

Dear Ms***, Thank you for contacting us about your concerns, and please accept my apology for the inconvenience I know this has caused you I have removed your cell phone number from the customer account that is not associated with you It may take a couple of days for your number to be removed from our dialer, but it should be removed shortly If you continue to receive calls next week, please email me at [redacted] and I will follow up with our Collections department on your behalf to find out why your number did not clear out of the dialer.Sincerely, [redacted] Entrust Energy, Inc

We spoke with the customer on 9/and offered to set her up on a payment plan to help with our system errorWe also let her know we are waiving all fees associated with the billing issueThe customer understood and accepted the offerFurthermore, we are working with the development team to correct the issue so more customers will not be affected Thank you! Lara [redacted]

Sent: Thursday, April 30, 2:PMTo: drteamCc: ComplaintsSubject: Complaint Response - Case # [redacted] Dear [redacted] ***, Thank you for contacting us with your billing concerns We have attempted to contact you three times since receiving your Revdex.com complaint, but were not able to reach you and left a messageOur notes indicate that you called us on March 11th to set up a deferred payment plan (DPP) for your past due balance, which you agreed to pay in five installments starting with your March bill You also agreed for Entrust to place a switch hold on your account, which would prevent you from switching to another [redacted] while you were paying off your past due balance One of the charges on your most recent bill, dated April 9th, is an installment for the DPP you agreed to The $fee you referenced in your complaint is not for the meter test [redacted] performed on your premise The $fee is an excessive disconnection for non-payment fee, which is applied to your account monthly after generation of your third disconnection notice in a 12-month period This fee is disclosed and described in the [redacted] and [redacted] we sent you following enrollment At our request, [redacted] came to your home in March and tested your meter The test determined that your meter was working accurately and that your previous meter reads were correct [redacted] sends us your consumption and their “***” charges for your premise, which we pass on to you without markup We cannot over charge you for ***’s charges, because what we bill you comes directly from them As for the remaining charges on your bill, our [redacted] and [redacted] disclose all of the charges and fees you may incur from Entrust, including fees for late payment and excessive disconnection notices due to late payment of your bill every month Due to your concerns about savings, once your DPP is paid in full, we will allow you to switch to another [redacted] without an early termination penalty You will need to pay your past due balance in order for us to remove the switch hold from your account, and you will be responsible for any consumption charges you incur between now and the time that your service ends with us We will send to you in a final invoice with the remaining energy charges after your service ends If you would like to discuss your bill and the charges, please contact Customer Care at ( [redacted] or ( [redacted] Best regards, [redacted] Entrust Energy

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank You for getting with this company about my complaintI am sorry for the long delay in getting back with you allMy daughter had a baby and I went to her to help with the baby as she recoveredI have not yet received a update bill as of now but maybe later Thank You again, [redacted]

Dear [redacted] , Thank you for contacting Entrust Energy I have reviewed your account and, based on the information you provided in your complaint, confirmed that you should not have been assessed an early termination fee Our records show that you contacted us about your move and alerted us that you were moving outside of our service territory It appears that the ETP on your account was not removed, and eventually was sent to an outside collection agency Our records show that you paid the fee in December after the collection agency contacted you about the balance.Please accept my sincere apologies for this error on our part I have requested a full refund of the termination fee ($300) plus the $fee you were charged by the collection agency It may take a few weeks to process the refund but I've requested that it be expedited, if possibleWould you confirm the address you would like the refund sent to? Please email me at [redacted] @ [redacted] .com with your contact details Please feel free to contact me at that address if you have any other questions or concernsSincerely, [redacted] Entrust Energy, Inc

Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by [redacted] . [redacted] states that he was visited by an Entrust door-to-door agent who signed him up for... services. [redacted] states that the agent lied about the TDU charges and claimed that they would save money. He also states that the agent switched the service from his wife’s name to his without his wife being there or giving her permission. [redacted] states that both he and his wife have tried to contact Entrust to discuss the high bills but have not been able to get through to customer service. [redacted] feels that they have been scammed and wants his money back. Entrust has performed an investigation into [redacted] ’s complaint and provides the following information in response. An Entrust door-to-door agent visited the [redacted] residence on October ***, 2013. [redacted] spoke with our TPV agent and consented to enroll his premise with Entrust. His account was enrolled on October *** 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. System notes indicate that [redacted] [redacted] , [redacted] ’s wife, contacted Customer Service on November *** requesting a Supervisor. Upon being transferred to a Supervisor, *** [redacted] stated that she had been trying to cancel her service with Entrust since October ***. [redacted] stated that she had opened an investigation with her previous REP and wanted to be sure that her services were not disconnected during the investigation. The Supervisor advised her that her account would be safe from disconnection. On November *** Entrust received MarkeTrak ticket asking to regain [redacted] ’s account. Per our standard process, the TPV of [redacted] ’s enrollment was pulled and reviewed. It was determined, following review, that the TPV with [redacted] was valid. The team managing MarkeTrak declined the other REP’s request to regain [redacted] ’s account due to having a valid enrollment and closed the ticket. On November *** Operations noted that the MarkeTrak had been denied due to valid TPV. On November ***h, an Entrust Supervisor contacted [redacted] twice to provide feedback on the investigation. The Supervisor reached [redacted] on the second call, and advised her of the valid enrollment performed by her husband. The Supervisor advised [redacted] that her account was subject to disconnection due to the enrollment being valid, and [redacted] stated that she was unable to pay. The Supervisor offered [redacted] a deferred payment plan (DPP), which [redacted] declined. [redacted] requested an extension on the payment until December ***, which the Supervisor advised her was not available. The Supervisor provided [redacted] with the number to call for payment assistance. *** [redacted] additionally stated that she was displeased with her price. The Supervisor offered her a reduced price of 8.7 cents per kWh for the remainder of the contract term, which [redacted] accepted. [redacted] received a pledge from an assistance agency on December *** [redacted] contacted Customer Care on December *** to verify receipt of the pledge and to determine the remaining amount, which she intended to pay on December ***. Notes indicate that [redacted] disconnected the call while discussing her account with the agent. On February ***, [redacted] posted a comment to Entrust’s Facebook page in response to another customer who was claiming that his account was enrolled in his wife’s name instead of his. Our VP of Sales and Marketing contacted [redacted] shortly afterwards to get her side of the story and to try to help her resolve her issues. [redacted] ’s complaint was about her charges, specifically the TDU charges, which were passed through to her from AEP. Our VP explained the difference between her fixed energy price and the TDU charges that are passed through to all customers. The VP also sent [redacted] ’s information to the VP of Customer Care for review. The VP of Customer Care responded the same day with information that the TPV had been reviewed and was valid, and that [redacted] had been given a lower price to help with her concerns. Entrust received a BBB complaint from [redacted] on the evening of February ***. As part of the investigation, the TPV was pulled again and reviewed. On February *** Entrust sent an email in response to one sent by [redacted] regarding the status of her complaint. The note indicated that the BBB complaint had been received and was being investigated. The note also stated that someone would follow up with [redacted] by February *** with more information. Entrust received an inbound drop request for [redacted] ’s account on March *** for reason “Customer changed to another service provider”. An early termination penalty of $300.00 was applied. Final usage has not yet been received on the account. Review of the TPV determined that it was performed by [redacted] , who agreed to all of the terms and the pricing. It has also been confirmed that the TPV disclosed all of the charges in detail, including the total price, which was inclusive of the fixed energy price and estimated TDU charges. [redacted] accepted the terms and did not question the pricing. Additionally, our EFL and Terms of Service, which was sent to the [redacted] s the same day of enrollment, disclosed the charges and provided information on how to rescind during the rescission period. Although [redacted] states that she tried to cancel within the rescission period, our call logs do not show any calls received from either of the phone number listed on the [redacted] ’s account until October ***, which was past the rescission period deadline. Entrust can neither confirm nor deny the allegations that the agent lied to [redacted] at the time of enrollment. There is not sufficient evidence to suggest that the agent was misleading or deceptive about the information provided to *** [redacted] . We believe that the [redacted] ’s invoices were higher than expected due to the cold weather we have experienced this winter. We looked at the [redacted] ’s usage received since service began with Entrust and compared it to usage received at the same time last year. The usage this year increased by 200+ kWh for the months of December and February. Regarding [redacted] ’s complaint that the account was placed in [redacted] ’s name instead of [redacted] ’s, PUCT rules allow REPs to enroll customers under either the account holder or the spouse’s name. The other spouse does not need to be present for enrollment to occur, and we do not need the consent of both parties to have a valid agreement. We train our door-to-door representatives to ask for the account holder, but the agents will not necessarily know whose name is on the current electricity bills or whether the person answering the door is actually the account holder. Entrust experienced higher than normal call volumes at the end of December through the beginning of February. Due to this, many of our customers experienced issues getting through to agents, and Entrust had challenges keeping up with call back requests and email responses to customer inquiries. We apologize to the [redacted] ’s for the issues they had reaching our agents, and for this reason, we have waived the $300.00 early termination penalty from their account. A $25.00 courtesy credit was also applied to [redacted] ’s account as a result of their customer care access issues. As previously mentioned, *** [redacted] ’s account switched to another REP as of this morning, March ***. The [redacted] s can expect to receive a final bill from Entrust for the period of 114 through 3/*/14. Our Collections department will be happy to work with them on a payment plan for the remaining balance. Due to privacy of customer information laws, we are not including any files, recordings, or other documentation due to customer sensitive information. If the [redacted] s would like copies of this information, we’ll be happy to provide it upon request. If the BBB requires anything further on this matter, please contact me at [redacted] Sincerely, [redacted] Director of Regulatory Affairs 1301 McKinney, Level 12 Houston, TX 77010713.338.2636 office713.338.2602 fax [redacted] entrustenergy.com

ENTRUST came to my door 6/29/2015, they pointed out pricing on my current electric bill and assured me that they could get me a lower price The representative told me that I would be charged a $billing fee since my current provided would still be billing me I felt like the decision was rushed, but the representative also told me that I had days to cancel free of charge if I changed my mind After the representative left I again compared all the numbers to my bill and contacted my current provided regarding the billing fees I found out that the billing fees were not just $as ENTRUST has told me, they were much higher, and although the representative had gone over gas pricing extensively and the new service would have saves me a few dollars in the long run, the pricing for electric would cost way more and my bill would ultimately be higher On 6/30/I called (within the days to cancel the services with no cancellation fees), their automated line would not connect me to someone even though I called during their business hours, it stated that for cancellations I needed to leave my name, address, confirmation number, and phone number and someone would call me back to confirm the services were cancelled By 7/2/I had not received a call and there is only days to cancel without paying $in early cancellation fees, so I called again, this time I directed the automated line to allow me to speak with a representative The representative ensured me that the service would not be switched over since I cancelled within days She could not explain why the previous message was not returned, or why it wasn’t even addressed in the notes on my account, I think the whole leave a message to cancel thing is a scam so people think that they have taken care of it in the appropriate amount of time, but the company itself ignores the messages and then charges outrageous cancellation fees After speaking to their customer service I was under the impression that my services would not change over from my current provider and all would go on as normal; however, somehow only the electric switch over was really cancelled timely I received my next bill showing that ENTRUST was charging me for natural gas, I called to speak with the company and they told me I didn't have an account with them, so I was really confused, they told me the switch over never happened Later I received notice from my current electric/natural gas provider that I was being charged to switch back to their services, it appears that ENTRUST did not send the notification to my provider in a timely manner, as they stated that they had When I called ENTRUST back, they told me that my services were not switched and if they were it was a problem with the other provider, they said the switch had been cancelled on 7/and services were never changed (so why would my bill break out charges for ENTRUST gas service) This company is no longer certified to provide services in my area, but if they were I would recommend against using them as an electric/natural gas provider, I can't be sure if they flat out lied about the cancellation or if the representative just really didn't know what she was doing when she cancelled the account, but either way their charges are too high to justify such poor customer service Not to mention that during the last call the representative spoke to me like the entire situation was my fault, which is never the way a customer, or a non-customer, should be treated

'Calibri','sans-serif October 30, Re: Complaint No: [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr [redacted] Mr [redacted] states that when he signed up with Entrust, he requested a future dated switch for October ***, Mr [redacted] states that Entrust switched him before the requested date, and he is now being charged an Early Termination Penalty with his provider, [redacted] Energy Entrust has performed an investigation into Mr [redacted] ’s complaint and provides the following information in response An Entrust door-to-door agent visited Mr [redacted] ’s residence on October 3, Following a discussion with the sales agent, Mr [redacted] spoke with our TPV agent and consented to enroll his premise for a future-dated switch on October 30th Attached to this response is a TPV call recording with Mr [redacted] where he verifies enrollment with Entrust and specifies the future-dated switch dateThe account was enrolled on October 3rd,and the switch was scheduled to become effective on October 31st Notes indicate that Mr [redacted] contacted our call center on October 4th requesting to change his switch date from October 31st, to October 20th The Customer Care agent advised Mr [redacted] that due to an error in our system, the request to switch date was rejectedDue to the rejection, the Customer Care agent advised Mr [redacted] that he would have to cancel the switch, and resubmit a separate transaction with his desired date of October 20th On October 8th, A Customer Care agent called back Mr [redacted] regarding his request to change his switch dateMr [redacted] stated that he did not wish to proceed with the enrollmentMr [redacted] also stated that he wanted to cancel his enrollmentPrior to the call, The Customer Care agent resubmitted the enrollment for the incorrect date, October 8th, which caused Mr [redacted] to be switched before his requested dateTherefore, a request to our Operations team was sent to send the customer back to his previous REP as of date of loss As part of the investigation into Mr [redacted] ’s complaint, we retrieved and reviewed the TPV of the enrollmentWe confirmed that the man in the TPV was Mr [redacted] , and confirmed that he agreed to all of the terms that were disclosed to him, including the pricingHowever, during the TPV Mr [redacted] was advised incorrectly regarding of the fees associated with a future dated switchTherefore, Entrust has deemed this enrollment invalid Entrust sent [redacted] on August 9th requesting that [redacted] Energy regain Mr [redacted] ’s account Bounce accepted the request on August ***, however, on August [redacted] Entrust received an inbound drop request for reason code; “Customer Changed to another Service Provider”, meaning that Mr [redacted] switched his account before the [redacted] process could finish Entrust has waived the remaining charges after the cancelled usage finished processingEntrust has also generated a new statement reflecting a $balance on Mr [redacted] ’s account Regarding Mr [redacted] ’s complaint, Mr [redacted] requested to change his switch date but because of system issues, Entrust was not able to process his request that same dayWe honored Mr [redacted] ’s request to cancel his service and all remaining charges on his account were waivedA final invoice showing a $balance will be sent to Mr [redacted] We are sorry to lose Mr [redacted] ’s business and we hope that our actions have resolved his concerns We hope that Mr [redacted] will consider coming back to Entrust the next time he is shopping for a retail electricity provider If the *** requires anything further on this matter, please contact me at: [redacted] Sincerely, [redacted] Quality Assurance Analyst [redacted] ***