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 did not see a permit that your company had permission from the City of Rochester, NY to conduct business here. Do you have such permission?? This individual was not wearing his identification tag at the time of first contact, which is while he was inside of my house denying that he was from an ESCO company.  I had to make second contact to get him to show identification and demand a business card.
Regards,[redacted]

From: Joseph G[redacted] Sent: Wednesday, March 04, 2015 12:56 PMTo: drteamCc: Brandi DuClos; Complaints...

Subject: Re: Case No: [redacted]     Re: Case No: [redacted]                                         ...⇄ Dear Sir/Madam,   This letter is being sent in response to the abovementioned complaint filed by Ms. [redacted], Mr. Paul [redacted]’s daughter.  Ms. [redacted] states that an Entrust agent visited her father’s home offering Entrust’s service. Ms. [redacted] states that her father suffered a stroke, which has left him unable to make any decisions on his own. Ms. [redacted] also states that Entrust switched her father’s service without consent, as her father is her dependent.  Ms. [redacted] states that Entrust has excessive charges and caused a cancellation fee from her father’s previous REP. Additionally, Ms. [redacted] states that her father has requested to be returned to Spark Energy, but has been informed by Entrust that he has a valid agreement.   Entrust has performed an investigation into Ms. [redacted]’s allegations and provides the following information in response.  Mr. [redacted]’s premise at 1504 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. [redacted] verifying the enrollment with Entrust.  His account was enrolled on October 17th and the switch became effective the same day.  Our Welcome Package, including a Terms of Service, Electricity Facts Label and Your Rights as a Customer, was processed on the day of enrollment and mailed to the billing address on file.   Ms. [redacted], contacted customer care on February 11th, stating that her father did not authorize to switch to Entrust. Ms. [redacted] also stated that her father suffered a stroke and is very sick. Mr. [redacted] spoke to our customer care agent and advised her to talk to his daughter because he had had a stroke and would not understand. Ms. [redacted] requested to speak to a supervisor, who informed her of the validity of the enrollment at the time. Ms. [redacted] stated that there was no possible way that Entrust could have a recording where her father agreed to switch. Ms. [redacted] was advised that a request had been sent to pull and review the enrollment call. Ms. [redacted] became upset, stating that she would contact her lawyer.  She disconnected the call afterwards.   As part of this investigation, we reviewed the TPV of Mr. [redacted]’s enrollment, which we immediately deemed suspicious.  Following review of the TPV, we compared the voice of “Mr. [redacted]” in the TPV to Mr. [redacted]’s voice when he and his daughter contacted customer care to dispute the enrollment. We confirmed that the voice in the TPV did not match the voice in the conversation and that Mr. [redacted]’s account was enrolled fraudulently.   Upon obtaining this information, we submitted Ms. [redacted]’s complaint to our Sales team for an investigation of the sales agent. Our Sales team informed us that the sales agent had already been terminated for compliance issues prior to the receipt of Ms. [redacted]’s complaint. In light of this new information, Entrust submitted MarkeTrak 2316995 on February 16th, requesting Spark to regain Mr. [redacted]’s premise. On February 17th, Entrust received and inbound drop request for reason “Customer Changed to another Service Provider”. The drop became effective immediately. All remaining charges on the account have been waived. Entrust also requested a refund for the payments Mr. [redacted] made on the account. An agent attempted to contact Ms. [redacted] to inform her of the resolution but was unable to reach her.   Regarding Ms. [redacted]’s complaint, Entrust has deemed her father’s enrollment invalid and her father’s account was returned to Spark Energy. We have canceled all charges on Mr. [redacted]’s account. His account with Entrust has been closed with a $0.00 balance and no further action is needed on his part. A refund check for the amount of $316.58 was sent to Mr. [redacted] on February 26th.   We send our sincere apologies to Mr. [redacted] for the inconvenience this issue has caused him.    Sincerely,   Joseph G[redacted]    
Joseph G[redacted]Bilingual Quality Assurance Analyst 1301 McKinney, Level 12 Houston, TX 77010713.561.5867 office713.338.2602 faxjoseph.g[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.

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,

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] [redacted]

From: [redacted] [mailto:[redacted]]
Sent: Thursday, September 04, 2014 11:59 AM
To: drteam
Cc: Complaints
Subject: 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].

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

We spoke with the customer on 9/28 and offered to set her up on a payment plan to help with our system error. We also let her know we are waiving all fees associated with the billing issue. The customer understood and accepted the offer. Furthermore, we are working with the development team to...

correct the issue so more customers will not be affected. 
Thank you!
Lara [redacted]
713.338.2643

Dear [redacted],
Thank you for bringing this to our attention. On behalf of Entrust Energy, I want to apologize for the issue with your account. We reviewed your account information and verified that an enrollment was submitted with a future dated switch on [redacted] 18th. Yesterday we submitted...

a cancellation request for that switch, and this morning we received confirmation from [redacted] that the switch request was cancelled. Your account has been closed with a $0.00 balance and your service will remain with your current provider. I have attached a screenshot of your account which confirms the cancellation.
We have also submitted a request to our Sales team to investigate this matter with the sales agent who enrolled your home. I do not have any additional information regarding how the account was enrolled under your name at this time, but hope to hear back from our Sales team in the next few days. In the meantime, the sales agent has been pulled from the field for questioning.
Again, I apologize for this issue and assure you that we are looking into the enrollment on our side. If there is anything I can do to further assist you, please do not hesitate to contact me at [redacted] Best regards, [redacted] Entrust Energy, Inc.

I have been very pleased with my bills since signing up with Entrust last year. My bills are the cheapest than I've ever had! I have referred Entrust to my family friends and neighbors.

Hello
We have conducted an investigation on this case. The agent has been suspended from selling on the field and will be going through re-training on appropriate and ethical selling practices. The agent will also shadow their manager and is required to complete a...

training exam before going back to selling. We thank you for bringing us awareness about this matter. We take matters like these very seriously. If you have any further questions, please feel free to contact us at [email protected].  
Sincerely, 
 
Jeanette 
Entrust Energy Marketing Team

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]

Sent: Monday, April 13, 2015 12:33 PMTo: drteamSubject: Complaint Response: Revdex.com Case # 10547811 - [redacted]  
11pt; font-family: Calibri, sans-serif;">Dear Revdex.com Staff,   We reviewed the third party verification (TPV) recording of [redacted] enrollment, which was performed by her spouse, [redacted].  In the recording, we confirmed that [redacted] was advised of Entrust’s rates as well as a monthly fee from [redacted].  We also confirmed that [redacted] signed up for a variable rate product, and that he could cancel at any time without penalty.  [redacted] was contacted by a member of our QA team on March 31st and allowed to listen to the enrollment call.   We submitted a cancellation request for [redacted] account on March 31st - Drop Request Tracking Number = 03011503311641350.  [redacted] can reference this number to confirm the drop with [redacted].  There will be no early termination penalty.  We will not waive the delivery charges, however, as they were disclosed in both the TPV and the Terms of Service sent to [redacted] following enrollment.   Please let me know if I can be of further assistance.   Sincerely,   Brandi DuClos Director of Regulatory Affairs Entrust Energy

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 $6 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 7 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 $6 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 6/30/2015 I called (within the 7 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 7/2/2015 I had not received a call and there is only 7 days to cancel without paying $130 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 7 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 7/2 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.

We
regret the unfortunate circumstances that led to Mr. [redacted]’s complaint. Mr.
[redacted] agreed to switch his...

account to Entrust after talking with our
door-to-door representative. Mr. [redacted] verified the agreement and contract
details during the verification call and seemed to have a thorough
understanding of the contract and pricing details. Mr. [redacted] understood he had
3 federal business days to cancel his agreement without penalty and he did
so.  Entrust cancelled the contract and no early termination fee was charged.
  We have reviewed acceptable sales tactics with the agent involved
and we thank Mr. [redacted] for bringing this matter to our attention.

Sent: Thursday, February 19, 2015 12:35 PMTo: drteamCc: [redacted]; ComplaintsSubject: Re: Case Number [redacted]– [redacted]   Re: Case Number [redacted]– [redacted]  
class="">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, 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.

Ms. [redacted]
Per our email discussion, your father's account has transferred back to TXU as of this morning.  Once we receive all of the cancelled usage and charges, we will waive any remaining charges and send out a final invoice showing a $0.00 balance, which he'll most likely receive mid-week next week.
If there's anything else I can do to be of assistance, please do not hesitate to contact me.
Regards,
[redacted]

Dear Ms. [redacted],
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]
[redacted]
Entrust Energy, Inc.

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 invoices. We 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 $103.75 on September 10th, 2014, which left a remaining balance on your account of $173.20.  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 28th.
A member of our call center team attempted to contact you about your complaint on April 7, 13 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 balance.
Sincerely,
[redacted]
Entrust Energy, Inc.

Dear [redacted],
Thank you for contacting [redacted]. with the concerns about your account enrollment.  We have reviewed your account information and have the following information for you.
Our records indicate...

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

Dear Sir/Madam,
This letter is being sent in response to the
abovementioned complaint filed by Ms. [redacted]. Ms. [redacted] states that
Entrust charged her a return fee after she requested a refund on one of two
payments processed. Ms. [redacted] states her bill was paid on time and not
declined. Ms. [redacted] is requesting that the $25.00 return fee be waived.
We have reviewed Ms. [redacted]’s account and
determined the following. Ms. [redacted] scheduled two payments online in the amount
of $198.20. Both payments were processed on June 5th, 2015. Ms. [redacted] called
into our Contact Center on June 8th, 2015 to request a refund for one of her
payments. A refund request was submitted. However, before the refund could be
processed, Ms. [redacted]’s payment was disputed through a financial institution,
which resulted in a “Return Payment” and a $25.00 return fee to reflect on her
account.
As a customer service gesture, we have applied
$50.00 in credits to Ms. [redacted]’s account. Our management team also reached out
to Ms. [redacted] regarding her issue, and she was satisfied with the resolution.
Sincerely,
[redacted]
Compliance Analyst
Entrust Energy, Inc.