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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I would like to add that my daughter made it clear of her unavailability to be contacted during regular business hours in which we could both talk to an Entrust representative.
Regards,
[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 $15 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 possible.
Would 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 concerns.
Sincerely,
[redacted]
[redacted]
Entrust Energy, Inc.

From: [redacted] [mailto:[redacted]] Sent: Thursday, September 04, 2014 11:59 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 Entrust. Your 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 $0.00 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].

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.  [Provide details of why you are not satisfied with this resolution.]
Regards,
 
[redacted]
 
The problem being that the account was in the name of [redacted] my autistic daughter.  I need to have that account closed
[redacted]
 
Account holder was:  [redacted]

Entrust Energy's transparency on price and product is very helpful and I appreciate how forthcoming they are on those items. I found the door to door sales agent very informative, trustworthy, and he answered all of my questions.
I also find their customer service to be extremely helpful and the couple of times I called, they were able to address my question on the first call. It's obvious, the customer service agents truly care about their customers.

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 18 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.

Dear Sir/Madam,  This letter is being sent in response to the abovementioned complaint filed by **. [redacted].  **. [redacted] states that he was given false information from Entrust and canceled his service. **. [redacted] states that in [redacted]...

he was advised that he could pay the Early Termination Penalty over time. **. [redacted] was making payments of $10.00 every two weeks, without missing a payment. On [redacted]th, **. [redacted]’s account was transferred to a collections account and when he inquired as to why, he was not given an answer. Additionally, **. [redacted] 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 **. [redacted]’s account and responds to his complaint with the following information.  **. [redacted] enrolled his account at [redacted], with Entrust Energy on [redacted].   **. [redacted], **. [redacted]’s [redacted], contacted Entrust on [redacted], stating that the sales agent misled her into thinking that he was working with Reliant Energy. **. [redacted] stated that the sales agent advised her the average price would be 8.8 cents per kWh, but she received a statement from [redacted] reflecting an average price of 12.4 cents per kWh. **. [redacted] was advised that a request to review the enrollment call would be sent to determine if **. [redacted] was informed of the pricing ter**. **. [redacted] stated that she had spoken with Reliant and agreed to switch their service back. The customer care agent advised **. [redacted] of the early termination penalty of $300.00.   Entrust received an inbound drop request on [redacted]th, for reason “Customer Changed to another Service Provider”. The drop became effective on [redacted]th and a final invoice was generated on [redacted]th for the amount of $[redacted]. Statement reflected an early termination penalty of $300.00.   On [redacted]nd, Our Complaints Resolution team contacted **. and **. [redacted] to inform them of the results of the investigation. **. [redacted] was advised that upon reviewing the call, Entrust determined that we have a valid agreement. **. [redacted] was advised that her husband agreed to the pricing ter**.  However, the Complaints Resolution agent advised **. [redacted] that Entrust agreed to waive the early termination penalty of $300.00. After the early termination penalty was removed, **. [redacted]’s account reflected a balance of $[redacted]. **. [redacted] 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 [redacted]th, Entrust sent **. [redacted]’s account to a collections agency for the remaining balance of $120.00.    **. [redacted] contacted Collections in regards to a collections letter she received and was advised that the balance on the account was sent to a collections agency. Therefore, she would have to contact the agency to make any arrangements. **. [redacted] became upset and stated that she was advised to make payments on the account to avoid from being sent to collections.   **. [redacted] filed a Revdex.com complaint on [redacted]th. As part of the investigation we asked our Collections department to review **. [redacted]’s account. We were informed that multiple payments were received to the account from [redacted] to [redacted]. On [redacted]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 agency. Entrust 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 **. [redacted]’s complaint, we have confirmed that Entrust had a different policy when she spoke to an agent in [redacted], which allowed customers to pay off their final invoice with consistent payments, without being referred to a collection agency. At the time **. [redacted] was advised to make consecutive payments to avoid being sent to collections, which was Entrust’s active policy. We have also confirmed with the collection agency that a payment for the amount of $[redacted] was received to satisfy the debt. **. [redacted]’s account reflects a credit for the amount of $10.00 after payment was posted. Regarding **. [redacted]’s request for a refund of the fee, Entrust has confirmed with the agency that the fee of $[redacted] was not paid at the time **. [redacted] made the payment of $[redacted]; therefore, Entrust asked the collections agency to cancel the fee.   We have issued refund check no. [redacted] for $10.00 which was mailed to **. [redacted]’s billing address. We have asked one of our agents to contact **. and **. [redacted] to inform them of the refund. If **. [redacted] needs any additional assistance, we welcome him to contact our Customer Care team.     Sincerely,   [redacted] Quality Assurance Analyst 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 [redacted], 2013. [redacted]
spoke with our TPV agent and consented to enroll his premise with
Entrust.  His account was enrolled on October [redacted] 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]’s wife, contacted Customer Service on
November [redacted] 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].  [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 [redacted] 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 [redacted] Operations
noted that the MarkeTrak had been denied due to valid TPV.  On November [redacted]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 [redacted],
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 [redacted] to verify receipt of the
pledge and to determine the remaining amount, which she intended to pay on
December [redacted].  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 Revdex.com complaint
from [redacted] on the evening of February [redacted].  As part
of the investigation, the TPV was pulled again and reviewed.
On February [redacted] Entrust sent an email in response to one sent by [redacted] regarding the
status of her complaint.  The note indicated that the Revdex.com complaint had
been received and was being investigated.  The note also stated that
someone would follow up with [redacted] by February [redacted] with
more information. 
Entrust received an inbound drop
request for [redacted]’s account on March [redacted] 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 [redacted], 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 [redacted].  The [redacted]s can expect to receive a final bill from Entrust for
the period of 1/**/14 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 Revdex.com 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 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 2014 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 $0.58 per therm and an early termination fee of $50.  Entrust Energy has waived the early termination fee and this fee will not be assessed.  The rate of $0.58 per therm is virtually identical to the rate of [redacted] in December 2014.  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 $50 early termination fee have accommodated his concerns.

From: Brandi D[redacted] [mailto:brandi.d[redacted]@entrustenergy.com] Sent: Friday, February 27, 2015 11:36 AMTo: drteam...

Subject: Complaint Response - Revdex.com Case # [redacted] - [redacted]   Dear Ms. Osorio,   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 $0.00 balance in the next few days.   If you have any questions about your account, please feel free to call our contact center at 800-871-8100.   Best regards,  
Brandi D[redacted]Director of Regulatory Affairs 1301 McKinney, Level 12 Houston, TX 77010713.338.2636 office713.338.2602 faxbrandi.d[redacted]@entrustenergy.comentrustenergy.com
The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named above. If 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 prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this message. The views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employees. Further, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email.

[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]

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, 2015 to request a transfer of service to a new service address. He requested a move in at the new location for June 1st, 2015. Entrust processed a move out for June 8th, 2015, per [redacted] request, to his previous address and scheduled a move in for June 1st, 2015. 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 order. This caused a delay in the review of the order being sent out to market. [redacted] contacted Entrust on the afternoon of June 1st. The 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 on. However, due to the size of the meter at [redacted] address, [redacted] rejected the request. Our customer care department attempted to notify [redacted] of the issue, but was unable to reach him. He 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 on. Our Call Center Manager also made multiple attempts in the following days to speak with [redacted] regarding his issue. However, 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 plan. He 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 training. We send our sincere apologies to [redacted] for the inconvenience this issue has caused him.

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 2014 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 $0.58 per therm and an early termination fee of $50.  Entrust Energy has waived the early termination fee and this fee will not be assessed.  The rate of $0.58 per therm is virtually identical to the rate of [redacted] in December 2014.  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 $50 early termination fee have accommodated his concerns.

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 $15 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 possible.Would you confirm the address you would like the refund sent to?  Please email me at [redacted].com with your contact details.  Please feel free to contact me at that address if you have any other questions or concerns.Sincerely,[redacted]Entrust Energy, Inc.

[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 complaint. I am sorry for the long delay in getting back with you all. My daughter had a baby and I went to her to help with the baby as she recovered. I have not yet received a update bill as of now but maybe later. 
 
Thank You again,
 
[redacted]

October 30, 2014
 
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 [redacted], 2014. 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, 2014.  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 date. The 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 rejected. Due 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 date. Mr. [redacted] stated that he did not wish to proceed with the enrollment. Mr. [redacted] also stated that he wanted to cancel his enrollment. Prior 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 date. Therefore, 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 enrollment. We 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 pricing. However, during the TPV Mr. [redacted] was advised incorrectly regarding of the fees associated with a future dated switch. Therefore, 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 [redacted], 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 processing. Entrust has also generated a new statement reflecting a $0.00 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 day. We honored Mr. [redacted]’s request to cancel his service and all remaining charges on his account were waived. A final invoice showing a $0.00 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 [redacted] requires anything further on this matter, please contact me at: [redacted]
 
Sincerely,
 
[redacted]
Quality Assurance Analyst
[redacted]

Hello Ms. [redacted], 
 
We would really like to help you. We don't see that you stated a desired settlement. Can you please state what your desired settlement is? 
 
Sincerely, 
 
Entrust Energy

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 am still very unsatisfied with the customer service provided by this organization.  Yes, a manager called me back after listening to the calls and was sincerely apologetic.  However, the response sent to your office still is blaming me for the situation, and when the manager called me he was remorseful and held full responsibility for the issue.  I do not see such responsibility in the response, only blame.  This issue with customer service is by far the worse I have ever had, and my complaint is still valid. 
Regards,
[redacted]

From: [redacted]] Sent: Tuesday, February...

[redacted] 2014 1:50 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].  [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 8.9 cents per kWh and no base charge.  [redacted] states
that her first bill with Entrust shows her rate as 8.9 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 agent. The 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 77010713.338.2636
office713.338.2602
fax[redacted]
[redacted]

Sent: Thursday, February 19, 2015 12:35 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]...

[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, 2014 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 enrollment. Mr. [redacted] stated that he was the owner of the home and electric service account, and his son did not have authorization to change providers. Mr. [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 22nd. The 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 investigation. Mr. [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 enrollment. Therefore, 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 2nd. Mr. [redacted]’s premise was regained by [redacted] on February 5th. We 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 caused. Since [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 have. We 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named above. If 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 prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this message. The views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employees. Further, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email.