Entrust Energy

Sent: Thursday, April 30, 2015 2:03 PMTo: drteamCc: ComplaintsSubject: Complaint Response - Case #[redacted]  
125); font-size: 11pt; font-family: Calibri, sans-serif;">Dear [redacted],   Thank you for contacting us with your billing concerns.  We have attempted to contact you three times since receiving your Revdex.com complaint, but were not able to reach you and left a message. Our notes indicate that you called us on March 11th to set up a deferred payment plan (DPP) for your past due balance, which you agreed to pay in five installments starting with your March bill.  You also agreed for Entrust to place a switch hold on your account, which would prevent you from switching to another [redacted] while you were paying off your past due balance.  One of the charges on your most recent bill, dated April 9th, is an installment for the DPP you agreed to.  The $20.00 fee you referenced in your complaint is not for the meter test [redacted] performed on your premise.  The $20.00 fee is an excessive disconnection for non-payment fee, which is applied to your account monthly after generation of your third disconnection notice in a 12-month period.  This fee is disclosed and described in the [redacted] and [redacted] we sent you following enrollment.    At our request, [redacted] came to your home in March and tested your meter.  The test determined that your meter was working accurately and that your previous meter reads were correct.  [redacted] sends us your consumption and their “[redacted]” charges for your premise, which we pass on to you without markup.  We cannot over charge you for [redacted]’s charges, because what we bill you comes directly from them.  As for the remaining charges on your bill, our [redacted] and [redacted] disclose all of the charges and fees you may incur from Entrust, including fees for late payment and excessive disconnection notices due to late payment of your bill every month.   Due to your concerns about savings, once your DPP is paid in full, we will allow you to switch to another [redacted] without an early termination penalty.  You will need to pay your past due balance in order for us to remove the switch hold from your account, and you will be responsible for any consumption charges you incur between now and the time that your service ends with us.  We will send to you in a final invoice with the remaining energy charges after your service ends.   If you would like to discuss your bill and the charges, please contact Customer Care at ([redacted] or ([redacted].   Best regards, [redacted] Entrust Energy

Sent: Monday, April 13, 2015 12:33 PM To: drteam Subject: Complaint Response: Revdex.com Case # 10547811 - [redacted]   Dear Revdex.com Staff,   We reviewed the third party verification (TPV) recording of [redacted] enrollment, which was performed by her spouse, [redacted]...

[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

From: [redacted] Sent: Friday, August 15, 2014 4:47 PM
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To: drteamCc: ComplaintsSubject: Revdex.com Case # [redacted] [redacted]
 
Re: Complaint No: [redacted]
Dear Sir/Madam,
 
This letter is being sent in response to the abovementioned complaint filed by Mr. [redacted].  Mr. [redacted]’s account was acquired by Entrust Energy from Reach Energy.  Mr. [redacted] states that he would like to rescind his contract Entrust because his provider of choice was Reach and he did not agree to service with Entrust. Mr. [redacted] also states that Entrust is not providing the proper customer service and has double billed him.
 
Entrust has performed a review of Mr. [redacted]’s account and provides the following information in response to his complaint.  Entrust Energy acquired Mr. [redacted]’s premise at [redacted] from Reach Energy on May 9th, 2014.  A switch request was submitted for the account on May 9th and service became effective on May 10th.
 
Mrs. [redacted] contacted Entrust on July 15th regarding the statement that was due on the 9th. Mrs. [redacted] stated that she signed up for auto recurring payments, but the payment was not drafted. The Customer Care agent informed Mrs. [redacted] that her auto-draft information was not processed and would have to be set up again. Mrs. [redacted] was advised that she would have to make a payment for the past due amount of $250.01 as well. In error, the Customer Care agent processed a payment for the total amount on her account of $510.49. Mrs. [redacted] became upset and disconnected the call.
 
On the same day, July 15th, Mrs. [redacted] called back and spoke to a different Customer Care agent. Ms. [redacted] explained that the previous agent processed a payment for the amount of $510.49 but Ms. [redacted] only wanted to make a payment for the past due amount. Mrs. [redacted] was advised that the payment did go through. The Customer Care agent advised Mrs. [redacted] that Entrust could process a refund for the amount of $260.48, which would reflect as a credit on the account. Mrs. [redacted] was informed of the new current charges for the amount of $260.48 due on July 25th. Mrs. [redacted] advised the Customer Care agent to not process the refund, because she would have to pay it regardless. Mrs. [redacted] was advised that Entrust will waive the late payment penalty for the amount of $12.50.
 
On July 25th, Mrs. [redacted] called in and spoke to an Entrust supervisor. Mrs. [redacted] called regarding a payment for the amount of $510.49 that is pending from her bank account to be drafted. The Customer Care Supervisor informed Mrs. [redacted] that the payment had already been processed through; however, the Billing department was able to reverse the payment. Mrs. [redacted] requested for the auto recurring to be stopped completely. An order was sent to cancel the payment information that was stored. Mrs. [redacted] requested to cancel her contract and was informed of the Early Cancelation Penalty.
 
Mr. [redacted] called Customer Care in two occasions on July 25th, requesting to cancel his enrollment. Mr. [redacted] was advised of the Early Cancelation Penalty of $175.00. Mr. [redacted] stated that he did not request to be with Entrust and he did not want to be with Entrust and he would like to cancel his contract without penalty. Mr. [redacted] request to speak to a supervisor, but one was not available at that time and the agent took Mr. [redacted]’s contact information to have someone call him back.
 
A supervisor from Entrust contacted Mr. [redacted] on July 29th.Upon introduction of the supervisor, Mr. [redacted] disconnected the call.
 
Regarding Mr. [redacted]’s complaint, we apologize for the inconvenience Mrs. [redacted] experienced when our Customer Care agent accidentally over-drafted her account. We regret that this was the first experience the [redacted]’s had with Entrust and understand their frustration.  We offered to refund the money, which would have taken a few days to complete due to our bank’s processes.  Entrust did reverse the late fees on Mr. [redacted]’s account.
 
Regarding Mr. [redacted]’s request to cancel his service, Entrust acquired his and other Reach Energy customer premises through a process approved by the Public Utility Commission of Texas.  At the time of the acquisition, Entrust sent all of Reach’s customers notice and informed them that Entrust would honor Reach’s contracts.  Entrust has honored the rate and terms Mr. [redacted] agreed to when he enrolled with Reach and has the right, contractually, to charge Mr. [redacted] an early termination penalty if he switches to another REP before his term is complete.  However, due to the error that occurred on Entrust’s side regarding Ms. [redacted]’s payment, Entrust has agreed to release Mr. [redacted] from his contract and allow him to switch to another provider without penalty.  Mr. [redacted] will owe Entrust for any usage consumed at his premise but the early termination penalty will be waived.
 
Please contact me if I can be of any further assistance.
 
Sincerely,
 
[redacted]
Quality Assurance Analyst
Entrust Energy, Inc.
 
 
Joseph GarciaBilingual Quality Assurance Analyst

1301 McKinney, Level 12
Houston, TX 77010713.561.5867 office713.338.2602 [email protected]
 


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.

'Calibri','sans-serif'; FONT-SIZE: 11pt; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri">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]

Dear [redacted],
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 [redacted] and was sitting in Accounting waiting to be finalized.  I confirmed with our Accounts Payable contact that check number [redacted] was cut with your refund last [redacted] 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 [redacted].
Sincerely,
[redacted]
Director of Regulatory Affairs
[redacted] Energy, Inc.