Entrust Energy

From: [redacted] ] Sent: Monday, August 18, 4:PM To: drteam Cc: Complaints Subject: Entrust Energy response to Revdex.com Complaint [redacted] - [redacted] Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by ** [redacted] Entrust has performed a review of ** [redacted] account and provides the following information in response to his complaint ** [redacted] enrolled his account with Entrust on June 11th We have reviewed the third party verification recording of ** [redacted] recording on June 11th and confirmed that he was advised of his fixed energy price of cents per kWh and total price of cents per kWh, which includes estimated utility delivery charges, which are passed through from [redacted] t on each monthly bill There are no notes showing that ** [redacted] contacted our Customer Care team to dispute his charges or to ask about his invoice The first time we became aware of the issue was upon receipt of his Revdex.com complaint on July 31st ** [redacted] account dropped from Entrust on August 4th, which resulted in application of an early termination penalty of $for early cancellation of his contract in addition to the final usage charges accrued since his previous invoice We reviewed his invoices and confirmed that that ** [redacted] was charged the agreed-upon fixed energy charge of cents per kWh on each invoice The rate he references in his complaint is the total price, which is inclusive of the fixed energy price and utility delivery charges passed through from [redacted] We have no control over the utility delivery charges and pass them on to customers with no markup We sent a request to our Sales team to interview the agent about the allegations in ** [redacted] complaint The Sales team replied to us that the agent stated he was clear with ** [redacted] about the differences in fixed energy price verses the total price, which included the delivery charges passed through from [redacted] Regarding ** [redacted] complaint, we have confirmed that he was billed correctly and based on the rate information he agreed to in his TPV recording We have also interviewed the sales agent about the solicitation We cannot confirm exactly what was said at the time of the sale and, as such, we have decided to waive ** [redacted] early termination penalty of $ ** [redacted] will receive a final bill showing the credited early termination penalty and remaining energy charges for usage he consumed prior to switching to another retail electric company If ** [redacted] is interested in hearing the TPV of his enrollment, he may contact our Customer Care team, who can arrange for the TPV to be played for him Sincerely,

Salesmen approached my grandson playing in the backyard, then knocked on my doorI repeatedly told them I was not interested and was met with a very rude reply I asked them to leave, they kept saying it was a mandatory survey After several attempts to get them to leave I had to warn them with my gun They finally left, but mouthed off racial remarks and threatened to come back "after dark" I have cameras outside so if they do it will all be captured on film

Re: Case Number *** * *** ***
Dear Sir/Madam,
This letter is being sent in response to the abovementioned complaint filed by Mr*** *** Entrust has performed a review of Mr*** account and provides the following information in response to his
complaint.
Mr*** enrolled his account with Entrust on August 13, 2014. We have reviewed the third party verification recording of Mr*** recording and confirmed that Mr*** performed the enrollment and agreed to all of the terms
Entrust has performed an investigation into Mr*** complaint and provides the following information in responseAn Entrust door-to-door agent visited Mr*** residence on August 13th, Following a discussion with the sales agent, Mr*** *** spoke with our TPV agent and consented to enroll his premise at *** * *** *** *** *** *** Mr*** 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 *** *** from Green Mountain on August 28th requesting that Entrust allow Green Mountain to regain Mr*** account
Notes indicate that Ms*** contacted Entrust’s Customer Care on August 29th stating that her husband was not authorized to switch providersMs*** requested to listen to the enrollment call
Entrust accepted Green Mountain’s request to regain Mr*** account on September 17th, after receiving the request within the rescission period and reviewing the account notesAlthough Entrust had a valid agreement with Mr*** we agreed to send back his premise as of date of loss
As part of this investigation, we submitted Mr*** complaint to our Sales team for an investigation of the agent, *** ***Mr*** responded that he reviewed Mr*** bill and noticed that customer was on a month to month rateWhen Mr*** was asked why Mr*** stated he (Mr***) advised him that Entrust would take care of everything, including the early termination penalty, Mr*** responded that Mr*** may have misunderstood him, and clarified that what he advised Mr*** was that Entrust would take care of everything regarding the switch process. We have asked the Sales team to retrain Mr*** and asked that he be more specific about what items Entrust would take care of in order to avoid future applicant confusion
Regarding Mr*** complaint, we dispute the allegations that Mr*** account was enrolled with without his authorization. However, due to Mr*** request to rescind his contract during the rescission period, we are releasing Mr*** 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*** account will be closed. Mr*** 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*** to allow her to review the TPV and will be glad to allow Mr*** to review it as well upon request
If Mr*** has any questions, he may contact our Customer Care team.
Sincerely,
*** ***
Bilingual Quality Assurance Analyst
Entrust Energy, Inc

Ms***,
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Thank you for bringing this to our attention. On behalf of
Entrust Energy, I would like to apologize for the issue you described and to
assure you that we do not condone our sales agents taking advantange of elderly consumers. We do not always know where they knocking on doors,
and your feedback will help us better train and monitor their actions
We attempted to contact you at the telephone number listed on your
complaint yesterday and left a message for you to contact us regarding your complaint. I would like to obtain additional information from you about
the sales agent's visit, what else he/she may have said, and if you have any
identifying information about him/her so that we can figure out who this
is. I'd also like to obtain some additional information about your father so that we can make sure that his account is notated so that our team that receives the request from TXU will know to accept it immediately. I also want to add your father's address to our
"Do Not Knock" list, which is distributed to our sales teams and
prohibits them from soliciting.
Please feel free to email me at [redacted] to discuss further
Sincerely,
[redacted] Director of Regulatory Affairs
Entrust Energy, Inc

Dear *** ***,
Thank you for your email and for notifying us of your concerns. I've reviewed your account and have the following information to give you regarding resolution of your
complaint.
Based on the information you provided, we confirmed that you did make a payment to us in error. Following receipt of your complaint, I sent an expedited request to our Operations and Accounts Payable team to expedite your refund request. The credit on your account had already been processed on *** *** and was sitting in Accounting waiting to be finalized. I confirmed with our Accounts Payable contact that check number *** was cut with your refund last *** and mailed to the billing address we have on file for you that same afternoon. If you have not already received the check in the mail, you should receive it any day
I apologize for the length of time it has taken to get your refund back to you. We will use this as an opportunity to work on training for our Customer Care team, and to review and improve our refund processes in Operations and Accounting. If you have additional questions or if we can be of further service to you, please do not hesitate to contact our Customer Care team at *** ***
Sincerely,
*** ***
Director of Regulatory Affairs
*** Energy, Inc

Dear Ms***,
I apologize for the delayed responseWe are looking at your accounts but there is a discrepancy between what our systems are showing and what *** is showing that we are trying to resolveI will respond with additional information once I get some clarification from our staff and *** on the status of your accounts

From: Maricruz V*** Sent: Monday, December 07, 12:PMTo: drteamCc: ComplaintsSubject: FW: Revdex.com of
Houston and South Texas- Complaint regarding Your Business #*** Dear Revdex.com, Please find our response to Ms*** *** complaint below: We regret the unfortunate circumstances that led to Ms*** complaintWe have searched through all of our Enrollments and were unable to locate anything under Ms*** name or address. Unfortunately, we were unable to identify who the sales agent that visited Ms*** was as she was unable to identify the agent’s name and we had no record of an enrollmentHowever, we thank Ms*** for bringing this matter to our attention and will utilize this as a training opportunity for our sales agentsThank you, Maricruz V*** Compliance Analyst Entrust Energy

Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by *** ***. *** states that he was given information from Entrust and canceled his service*** states that in *** *** he was advised that he could pay the
Early Termination Penalty over time*** was making payments of $every two weeks, without missing a paymentOn *** **th, ***’s account was transferred to a collections account and when he inquired as to why, he was not given an answerAdditionally, *** states that he should not have been sent to collections, because he did not go over thirty consecutive days without making a payment Entrust has reviewed ***’s account and responds to his complaint with the following information. *** enrolled his account at *** *** *** ***, ***, ***, with Entrust Energy on *** **, *** *** ***, ***’s ***, contacted Entrust on *** **, stating that the sales agent misled her into thinking that he was working with Reliant Energy*** stated that the sales agent advised her the average price would be cents per kWh, but she received a statement from *** * reflecting an average price of cents per kWh*** was advised that a request to review the enrollment call would be sent to determine if *** was informed of the pricing ter*** stated that she had spoken with Reliant and agreed to switch their service backThe customer care agent advised *** of the early termination penalty of $ Entrust received an inbound drop request on *** **th, for reason “Customer Changed to another Service Provider”The drop became effective on *** **th and a final invoice was generated on *** **th for the amount of $***Statement reflected an early termination penalty of $ On *** **nd, Our Complaints Resolution team contacted **and *** to inform them of the results of the investigation*** was advised that upon reviewing the call, Entrust determined that we have a valid agreement*** was advised that her husband agreed to the pricing ter**. However, the Complaints Resolution agent advised *** that Entrust agreed to waive the early termination penalty of $After the early termination penalty was removed, ***’s account reflected a balance of $*** was advised by the Complaints Resolution agent that she could make payments towards the remaining balance, and her account would not be sent to a collections agency, as long as payments were received on the account On *** **th, Entrust sent ***’s account to a collections agency for the remaining balance of $120.00. *** contacted Collections in regards to a collections letter she received and was advised that the balance on the account was sent to a collections agencyTherefore, she would have to contact the agency to make any arrangements*** became upset and stated that she was advised to make payments on the account to avoid from being sent to collections *** *** filed a Revdex.com complaint on *** **thAs part of the investigation we asked our Collections department to review ***’s accountWe were informed that multiple payments were received to the account from *** *** to *** ***On *** **th, based on previous Entrust internal practices, the customer was misinformed that by making monthly payments, her account would not be referred to a collections agencyEntrust current policy states that if a customer does not pay the final balance in full prior to the expiration of the final bill due date, their account is subject to further collections actions, including the forwarding the balance to a collection agency Regarding ***’s complaint, we have confirmed that Entrust had a different policy when she spoke to an agent in ***, which allowed customers to pay off their final invoice with consistent payments, without being referred to a collection agencyAt the time *** was advised to make consecutive payments to avoid being sent to collections, which was Entrust’s active policyWe have also confirmed with the collection agency that a payment for the amount of $*** was received to satisfy the debt***’s account reflects a credit for the amount of $after payment was postedRegarding ***’s request for a refund of the fee, Entrust has confirmed with the agency that the fee of $*** was not paid at the time *** made the payment of $***; therefore, Entrust asked the collections agency to cancel the fee We have issued refund check no*** for $which was mailed to ***’s billing addressWe have asked one of our agents to contact **and *** to inform them of the refundIf *** needs any additional assistance, we welcome him to contact our Customer Care team Sincerely, *** *** Quality Assurance Analyst Entrust Energy, Inc

From: *** *** ***] Sent: Monday, August 18, 4:PM
/>
To: drteamCc: ComplaintsSubject: Entrust Energy response to Revdex.com Complaint *** - *** ***
Dear Sir/Madam,
This letter is being sent in response to the abovementioned complaint filed by *** ***. Entrust has performed a review of *** account and provides the following information in response to his complaint.
*** enrolled his account with Entrust on June 11th. We have reviewed the third party verification recording of *** recording on June 11th and confirmed that he was advised of his fixed energy price of cents per kWh and total price of cents per kWh, which includes estimated utility delivery charges, which are passed through from ***t on each monthly bill
There are no notes showing that *** contacted our Customer Care team to dispute his charges or to ask about his invoice. The first time we became aware of the issue was upon receipt of his Revdex.com complaint on July 31st. *** account dropped from Entrust on August 4th, which resulted in application of an early termination penalty of $for early cancellation of his contract in addition to the final usage charges accrued since his previous invoice. We reviewed his invoices and confirmed that that *** was charged the agreed-upon fixed energy charge of cents per kWh on each invoice. The rate he references in his complaint is the total price, which is inclusive of the fixed energy price and utility delivery charges passed through from ***. We have no control over the utility delivery charges and pass them on to customers with no markup
We sent a request to our Sales team to interview the agent about the allegations in *** complaint. The Sales team replied to us that the agent stated he was clear with *** about the differences in fixed energy price verses the total price, which included the delivery charges passed through from ***
Regarding *** complaint, we have confirmed that he was billed correctly and based on the rate information he agreed to in his TPV recording. We have also interviewed the sales agent about the solicitation. We cannot confirm exactly what was said at the time of the sale and, as such, we have decided to waive *** early termination penalty of $300.00. *** will receive a final bill showing the credited early termination penalty and remaining energy charges for usage he consumed prior to switching to another retail electric company.
If *** is interested in hearing the TPV of his enrollment, he may contact our Customer Care team, who can arrange for the TPV to be played for him.
Sincerely,

We regret the unfortunate circumstances that led to Mr
*** complaintMr*** agreed to switch his account to Entrust
under his spouse's name on
August 20th, through Entrust’s D2D channelMr
*** verified the agreement and contract details during the verification
callMr*** confirmed his understanding of the contract and pricing
details, and did not have any questions regarding the transactionMr***
called into our IVR on multiple occasions, but abandoned calls while holding in
our queue for a representativeWe also searched our email archives and do
not have anything in our records from Mr***His account dropped on
September 8th and is no longer active with Entrust
We've made several attempts to contact Mr***
regarding his accountUnfortunately we have been unable to reach himWe
regret that he did not reach out to us earlier to address his concern

Dear Revdex.com,
As stated in my previous response, we have waived the $early termination penalty from *** *** account. The remaining balance of $298.11 on the account is for usage received from AEP from 1/**/through 3/*/14. This usage was received on March *** after this premise switched to another REP, and is the final usage
I have attached two spreadsheets to this response - one showing the activity history for *** *** account and one showing the usage we have received from AEP. The activity history attachment shows the credit of the early termination penalty and the final usage/charges in detail
Regards,
*** ***

Dear Mr***,
On behalf of management at Entrust Energy, please accept my apologies for the incident your wife experienced with our sales agents. We thank you for notifying us of your concerns and appreciate the
opportunity to improve our applicant and customer experience
Upon receipt of your complaint, we suspended the agents who visited your home while we could investigate the allegations against them. The agents described discussing Entrust's products with your wife and her decision to enroll. They described how she started the third party verification process but changed her mind, stating that she wanted to discuss the switch with you before agreeing to a contract. The agents noted that the TPV was terminated and they described asking for a good time to come back for a follow up visit once she had a chance to discuss the switch with you. The agents suggested that they could come back later that evening if it was convenient.
The agents reported that your wife was very polite and did not seem uncomfortable during the conversation. They did not recall being asked to leave, and felt that the interaction was positive when they left. They were unable to go back later in the evening due to be tied up with other applicants. The agents also confirmed that they were carrying all of the documentation needed at the time of the sale and that they were wearing Entrust shirts, hats and badges
Based on the information provided in your complaint, we asked our Sales team to review our sales training and policies with the agents prior to releasing them back into the field, which we confirmed was done. While we have released these agents back into the field, they have been advised that any additional complaints of a similar nature will result in termination from Entrust's sales campaign.
We apologize again that your wife felt uncomfortable while our agents were visiting your home. If you or your wife ever come in contact with any Entrust agents in the future who make you feel uncomfortable, we urge you to contact our Customer Care department at *** as soon as you can so that we can immediately pull the agents out of the field. We regret that you and your wife had a negative experience and we hope that the actions we have taken will alleviate your concerns. Thank you again for contacting us and we hope that you will consider Entrust Energy in the future. If you have any additional questions or concerns, please feel free to contact me at ***
Sincerely,
*** ***
Director of Regulatory Affairs
Entrust Energy, Inc

Re: Case No: 10509929, *** ***
Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr*** ***Mr*** states that he never agreed signed a contract with EntrustMs*** states that he was switched from *** without his written consentMrCelso also states that he attempted to contact Entrust, but was unable to reach an agentAdditionally, Mr*** states he should not be liable for the $early termination penalty. Entrust has performed an investigation into Mr***’s allegations and provides the following information in response. Mr***’s premise at County Road 521, Nacogdoches, Texas was enrolled with Entrust on July 24, Following a discussion with the sales agent, Mr***’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*** did not contact Entrust regarding his enrollment dispute prior to filing a Revdex.com complaint on March 3, 2015. As part of this investigation, we retrieved and reviewed the TPV of Mr***’s enrollmentFollowing review of the TPV, we confirmed that the woman in the enrollment is Ms***, Mr*** ***’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*** from a call she made to Customer Care on September We have confirmed that the voices match. Regarding Mr***’s complaint, we have reviewed the TPV of Mr***’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*** 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*** as confirmation of the waiver. We are sorry to lose Mr***’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*** Joseph G*** Bilingual Quality Assurance Analyst McKinney, Level Houston, TX entrustenergy.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

From: Joseph G*** Sent: Wednesday, March 04, 12:PM To: drteam Cc: Brandi DuClos; Complaints Subject: Re: Case No: ***, *** *** Re: Case No: ***, *** ***
Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Ms*** ***, MrPaul ***’s daughter. Ms*** states that an Entrust agent visited her father’s home offering Entrust’s serviceMs*** states that her father suffered a stroke, which has left him unable to make any decisions on his ownMs*** also states that Entrust switched her father’s service without consent, as her father is her dependent. Ms*** states that Entrust has excessive charges and caused a cancellation fee from her father’s previous REPAdditionally, Ms*** 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***’s allegations and provides the following information in response. Mr***’s premise at North 7th Street, Temple, Texas was enrolled with Entrust on October 17th, 2014. Attached to this response is a TPV call recording with someone claiming to be Mr*** 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*** ***, contacted customer care on February 11th, stating that her father did not authorize to switch to EntrustMs*** also stated that her father suffered a stroke and is very sickMr*** spoke to our customer care agent and advised her to talk to his daughter because he had had a stroke and would not understandMs*** requested to speak to a supervisor, who informed her of the validity of the enrollment at the timeMs*** stated that there was no possible way that Entrust could have a recording where her father agreed to switchMs*** was advised that a request had been sent to pull and review the enrollment callMs*** 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***’s enrollment, which we immediately deemed suspicious. Following review of the TPV, we compared the voice of “Mr***” in the TPV to Mr***’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***’s account was enrolled fraudulently Upon obtaining this information, we submitted Ms***’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***’s complaintIn light of this new information, Entrust submitted MarkeTrak on February 16th, requesting Spark to regain Mr***’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*** made on the accountAn agent attempted to contact Ms*** to inform her of the resolution but was unable to reach her Regarding Ms***’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***’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*** on February 26th We send our sincere apologies to Mr*** for the inconvenience this issue has caused him. Sincerely, Joseph G*** Joseph G*** Bilingual Quality Assurance Analyst McKinney, Level Houston, TX office fax joseph.g***@entrustenergy.com entrustenergy.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

Ms***,
Thank you for contacting us about your concern. I have forwarded your complaint to our Operations and Customer Care teams to review your account and provide an explanation for why your service was not cancelled at the first address
and transferred to the second address. I will follow up with you once I have more information.Sincerely,
Brandi ***
Director of Regulatory Affairs
Entrust Energy, Inc

Entrust had a sales rep in my area selling their servicesI asked numerous times if I would remain with my carrier while receiving their discounted rateI was assured I would remain with my electric carrier repeatedlyA few days later o received a call from my carrier asking if I had approved the changeI am furious about this deceptive behaviorI am a senior and this is beyond poor business relations

[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 ***, and find that this resolution would be satisfactory to me
I would've said the same thing!

Ms. ***
As soon as CPL regains the account, we will close your daughter's account on our side. We cannot close it now because there are still transations processing to regain the meter and cancel usage/charges. I assure you, however, that we will make sure that it can never be used in the future once these transactions complete
CPL has acknowledged our agreement to release the premise and we are now waiting for them to send a back-dated move in. Hopefully that transaction will process in the next day or so
Please let me know if you have any questions
Sincerely,
*** ***

[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.]greatRevdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Dear *** ***,Thank you for contacting *** *** ***with the concerns about your account enrollment. We have reviewed your account information and have the following information for you.Our records indicate that your account was enrolled by your spouse, *** *** ***. We
have a third party verification recording where *** *** agreed to service with ***. Our notes indicate that *** *** contacted our Customer Care team on *** *** 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 *** ***. We have also waived the early termination penalty as a gesture of good will.If we can be of further assistance, please feel free to contact our Customer Care team.Sincerely,*** ***Director of Regulatory Affairs*** *** ***