FairPoint Energy

[redacted] Manager, Marketplace Operations Revdex.com Berlin Road Cromwell, CT Re: [redacted] ***, Complaint ID [redacted] Dear Ms***: This letter is in response to the complaint filed by [redacted] (“Customer”) on February 4, regarding FairPoint Energy (“FPE”) In the complaint, Customer requests that his agreement continue until March 9, 2016, the end of his contracted term, without renewal, Customer also requests that he receives the 5% refund as previously agreed toI apologize for any inconvenience experienced by Customer I can confirm that Customer’s account will continue until March 9, and will not be renewed after this date Customer’s 5% cash back refund will be calculated on the supply portion of his energy bill and will be paid in the form of a check This refund check will be mailed to Customer approximately 4-weeks after the completion of his term on March 9, 2016, provided Customer does not have a balance on his account and has accrued a minimum of $at the time the calculation is doneFairPoint Energy is committed to compliance and customer satisfactionIf you have any questions, please do not hesitate to contact me by email at [redacted] Sincerely, Aleksandra P [redacted] Paralegal

Complaint: [redacted] I am rejecting this response because: Budget Issue: [redacted] offers its customers a Simple Pay Plan; this plan allows customers to pay a fixed amount each month, spreading larger winter bills over the lower summer bills We have utilized this program for many years, including one year with Fairpoint Energy (FE)There were no complaints from them the previous yearIf, as they stated on the phone, they do not enter into budget plans with ***, that is a new development, of which we were not informed One of the reasons that the budget plan was not working for FE is because they almost doubled their energy supply rates in November If they are not participating in budget plans with ***, then they should inform both [redacted] and the customer that that is the case I imagine that would keep many customers from contracting with FE Termination Notice: We were basically forced to terminate our contract with FE because of their almost doubling the price of their energyBecause of our personal budget, we could not continue to pay more than twice the standard offer rateAlso, we had no idea when the contract with FE expired, as we were never sent a renewal noticeThe last communication we received from them was in March of If FE is serious about "compliance and customer satisfaction", then they would waive this fee Renewal Notice: While FE says they sent out a renewal notice in October?? 2014, we never received itAs I explained to a CSR at FE in collections, there is absolutely no way I would have signed a contract, almost doubling the cost of electricityWho would do that? Their "automatic renewal policy" is quite an advantage to them, as they can claim they sent a renewal, drastically increase the rate and then claim they received no responseWow, nice business plan! This is, of course, the response we expectedFE is NOT concerned with "customer satisfaction" nor with operating with ethical business practices At one point, Fairpoint had all of our business: energy, phone, internet and even TV in our householdThis is no longer the caseWe will never do business with Fairpoint Communications/Energy again and we will warn others Sincerely, [redacted] [redacted]

Complaint: [redacted] I am rejecting the most recent response from Fairpoint engery (FE)The disagreement here is when and how I was notified of any past due amount owed to FE prior receiving a call from them in August of I have checked my past *** bills -those thereafter May when I believed I had paid FE in fullI would like proof as to how they notified me (or tried to) prior to August of What angers me the most is their lack of notificationHow can I pay a bill/balance if I am not aware of it! Sincerely, [redacted]

Re: [redacted] Dear Ms [redacted] : This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on March 19, The Customer’s complaint states that: 1) he enrolled in the FairPoint Energy 10% Savings Rate, which guarantees that Customer will pay 10% less with FairPoint Energy over a 12-month period than he would have paid with his utility; 2) Customer believes that FairPoint Energy has inflated its Variable Rate so that customers will switch to a Fixed Rate and forego their 10% Savings; and 3) Customer would like FairPoint Energy’s Variable Rate to reflect the utility’s standard offer rate Customer’s complaint states that he enrolled in FairPoint Energy’s 10% Savings Product Customer did enroll in the 10% Savings Product This product guaranteed 10% Savings to the utility over a 12-month period Specifically, the Terms & Conditions that Customer received stated: “The savings identified at the time of enrollment will be recognized only after aggregation your first billing cycles and comparing the total you paid for electricity supply service to your EDC’s price to compare After the first billing cycles no further savings are guaranteed Your monthly price may be higher or lower than your EDC’s price in any given month.” Customer’s 12-month 10% Savings Guarantee period began on June 3, and will end on June 3, If Customer has not saved 10% below the utility during the 12-month period, Customer will be sent a check for the difference Next, Customer’s complaint states that he believes that FairPoint Energy has inflated its Variable Rate so that customers will switch to a Fixed Rate and forego their 10% Savings FairPoint Energy offers both Variable Rates and Fixed Rates Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time and the ability to take advantage of short-term price fluctuations Fixed Rates remain set for the agreed-upon term and are best for consumers seeking price-certainty This winter’s unprecedented cold temperatures coupled with record high wholesale energy prices resulted in both increased usage and increased rates for Variable Rate customers Just as an example, the average cost of wholesale electricity increased by 126% during December over its December level FairPoint Energy encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product FairPoint Energy’s Variable Rate increased due to the market conditions experienced over this past winter The Variable Rate increased for all FairPoint Energy customers, not just those on the 10% Savings PlanRecent volatile market conditions have made Variable Rates, which are more closely tied to the market price of electricity, higher than Fixed Rates Finally, Customer’s complaint states that he would like FairPoint Energy’s Variable Rate to reflect the utility’s standard offer rate Unlike the utility, FairPoint Energy’s rates are not regulated FairPoint Energy’s Variable Rate is more closely tied to the market price of electricity than the utility’s standard offer rate As a result, FairPoint Energy’s Variable Rate may or may not be similar to the utility’s standard offer rate at any given time I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted] Warmest Regards, [redacted]

April 17, Customer Name: [redacted] Complaint ID: [redacted] > Subject: Initial Company Response We acknowledge receipt of your complaint with the RevDex.com on 4/16/2014, and apologize to you for any inconvenience that you may be experiencing at this time Please accept this response as confirmation that we have launched an investigation into your complaint and will make every effort to resolve your complaint shortlyWe appreciate your business and look forward to serving you again Sincerely, Public Power Compliance

Complaint: [redacted] I am rejecting this response because: I do not believe a word anyone at Fair Point tells me anymoreI called on 9/and was told 2-more weeksI called on 9/and was then told it had been processed and I would get it in 6-weeksI still have not received an explanation of why on earth it takes so long to cut a refund checkI work in billing and I can disburse a check in about one second and it is automatically mailed to our customer the next daySix months to get a refund is not acceptable everI also do not appreciate asking for a supervisor twice and being told there is non availableThe customer service of Fair Point is horribleTheir "procedures" need some serious revising if it takes half a year to give a refund If I had not called so many times I doubt I would ever get it Sincerely, [redacted]

September 2, [redacted] Manager, Marketplace Operations Revdex.com [redacted] Re: [redacted] , Complaint ID [redacted] Dear [redacted] On August 16, [redacted] (“Customer”) filed a complaint with the Revdex.com On August 20, 2014, FairPoint Energy provided a response to Customer’s complaint and on August 18, 2014, Customer provided a rebuttal Customer’s rebuttal states that: 1) Her bill was paid in full in May 2014; 2) FairPoint Energy waited until August to collect Customer’s past due balance; 3) Customer did not receive any written notification of a past due balance, until she received two phone calls; 4) FairPoint Energy’s August 20, response stated that Customer owed $but Customer was verbally told by a FairPoint Energy representative that her past due balance was $31.13; and 5) Customer sent FairPoint Energy a check for $ Customer’s rebuttal states that her bill was paid in full in May This is not entirely correct Customer paid for the electricity supply service for her last full bill cycle with FairPoint Energy (3/3/to 4/1/14) but did not remit payment for the seven days of usage between her last full bill cycle and her return to her supplier of choice (4/2/to 4/8/14) Customer’s last full bill cycle with FairPoint Energy was March 4, to April 1, Customer’s electricity supply charges from FairPoint Energy for this billing cycle were $and FairPoint Energy received payment for this billing period on May 13, On April 4, 2014, Customer requested cancellation of her electricity supply service with FairPoint Energy, however, before transitioning to her supplier of choice Customer received service from FairPoint Energy from April 2, to April 8, (“April Usage”) The charges for Customer’s April Usage were $ Customer did not pay FairPoint Energy for her April Usage Next, Customer’s rebuttal states that FairPoint Energy waited until August to collect Customer’s past due balance for her April Usage The delay in collecting the past due amount is due to [redacted] Power’s consolidated billing policiesFairPoint Energy uses consolidated billing with Customer’s utility, [redacted] Power This means that Customer’s receives both her electricity supply costs from FairPoint Energy and her delivery costs from [redacted] Power on her [redacted] Power bill Customer remits all payments to [redacted] Power, and [redacted] Power then forwards Customer’s payments to FairPoint Energy [redacted] Power lists all past due balances on Customer’s bill for two months If during those two months, Customer does not pay any past due amounts directly to [redacted] Power, [redacted] Power will allow FairPoint Energy to collect the past due balance Customer was billed for her April Usage on May 5, Customer did not remit the payment for her April Usage After waiting two billing cycles for Customer to remit payment for the April Usage to [redacted] Power, in July FairPoint Energy was permitted to begin collecting in Customer’s past due amount for the April Usage Consequently, when FairPoint Energy contacted Customer in early August to collect the past due balance for her April Usage, there had not been a substantial delay from when FairPoint Energy was permitted to begin contacting Customer directly to collect this debt Customer’s rebuttal states that she did not receive any written notification of a past due balance This is incorrect FairPoint Energy’s past due balance was listed on Customer’s consolidated bill for two billing cycles Next, Customer’s rebuttal states that FairPoint Energy’s August 20, response stated that Customer owed $however, Customer was verbally told by a FairPoint Energy representative that her past due balance was $ I apologize for this miscommunication I am in the Compliance and Legal Department, not the Collections Department I erred in reporting the incorrect tab on Customer’s account Customer does not owe $ The Collections Department confirmed that it received Customer’s check for $on August 25, I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted] Warmest Regards, [redacted] Counsel

August 18, [redacted] Manager, Marketplace Operations Revdex.com [redacted] Re: [redacted] , Complaint ID [redacted] Dear [redacted] This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on August 16, The Customer’s complaint states that Customer cancelled in May 2014, and FairPoint Energy began contacting her in August to collect an past due balance Customer believes that FairPoint Energy’s attempt to collect this debt three months after Customer cancelled with FairPoint Energy is unprofessional and Customer questions whether she even has a past due balance Our records indicate that Customer’s payment history is as follows: (Please see Attached PDF for graphic) This table indicates that Customer does have a past due balance of $ FairPoint Energy apologizes for the delay in reaching out to Customer to collect this debt I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted] Warmest Regards, [redacted] Counsel

Fairpoint Energy, My bill was paid in full in May or so I thought until I received a call from a customer service Rep last week who explained they were calling to "collect a past due balance"? I was NEVER contacted by FPE to alert me that a past due balance even existed until August??? I never received a written bill, phone call or any other form of communication from them until last week when I was unindated with two paper bills and phone callsWhat kind of company conducts business that way? It's my perception that FPE is ill-equipped in their billing dept to the point where the response I received thru the Revdex.com states that I owe $169! The invoice I received from FPE (along with a verbal follow up via phone)showed a balance due of $Supposingly this was due to the days it takes to notify *** that I was switching my service back to them and dropping service with FPEI have paid the amount of $via check thru the mailFairpoint Energy is not a company I would recommend to anyoneI plan on alerting folks to their shady practices like tripling the cost of the energy they provided once your contract expires, extremely late billing and poor communication They are a terrible company

September 19, [redacted] Re: [redacted] Dear Ms [redacted] This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on September 15, and the rebuttal filed on September 18, Customer’s complaint states that Customer has not received a refund check of $135.08, which had been promised in June with a delivery date of 6-weeks Customer’s rebuttal states: 1) That she does not believe the FairPoint Energy will send Customer’s check out this week; 2) Customer has still not received an explanation why it takes so long to cut a check, because she works in billing and can send a check out the next day; and 3) Six months is not an acceptable period of time to wait for a refund check As I stated previously, I sincerely apologize for the delay in sending Customer’s refund check Customer’s rebuttal states that she does not believe that FairPoint Energy will send Customer’s check out this week I am please to report that Customer’s check was sent out today, September 19, 2014, by [redacted] The Customer’s tracking number is [redacted] Customer’s check is expected to arrive on Wednesday September 24th Customer was sent an email indicating such Next, Customer’s rebuttal states that she has still not received an explanation why it takes so long to cut a check, because she works in billing and can send a check out the next day Customer’s check was originally delivered in a timely manner, but was mistakenly issued in the wrong name When Customer alerted FairPoint Energy to this issue in June 2014, she was given a delivery time of 6-weeks Regrettably it has taken longer than this to issue Customer’s check FairPoint Energy rolls up to a public company listed on the [redacted] Stock Exchange Due to the fact that we are a public company, we have several controls in place and must pass financial and governance audits Our corporate controls do not allow for an employee to simply cut a check and send it out the next day Finally, Customer’s rebuttal states that six months is not an acceptable period of time to wait for a refund check Customer’s refund check was initially processed in a timely manner, but was issued in an incorrect name Again, I sincerely apologize for Customer’s inconvenience and hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted] Warmest Regards [redacted] Counsel

October 7, [redacted] Manager, Marketplace Operations Revdex.com [redacted] Re: [redacted] ***, Complaint ID [redacted] Dear [redacted] ***: This letter is in response to the complaint that [redacted] *** (“Customer”) filed with the Revdex.com on September 25, The Customer’s complaint states that: 1) Customer received a notice of termination for non-payment, however, Customer is current on her bills; 2) After sending the notice of termination, FairPoint Energy increased Customer’s Variable Rate; 3) FairPoint Energy guaranteed that its rates would not exceed the utility’s standard offer rate; and 4) Customer would like an apology and would like to be re-rated back to the utility’s standard offer rate First, Customer’s complaint states that Customer received a notice of termination for non-payment, however, Customer is current on her bills FairPoint Energy has looked into Customer’s account and has confirmed that Customer did remit payment to [redacted] for FairPoint Energy’s electricity charges, and that Customer does not have a past-due balance with FairPoint Energy FairPoint Energy communicates with [redacted] ***’s billing system through an electronic data interchange (“EDI”) system The data the FairPoint Energy received through the EDI transaction stated that Customer had not paid for FairPoint Energy’s services FairPoint Energy apologizes that the information remitted to FairPoint Energy was incorrect and that Customer was inconvenienced [redacted] does have plans to upgrade their system in the near future, and hopefully that will prevent these issues from occurring in the future Next, Customer’s complaint states that FairPoint Energy increased Customer’s Variable Rate after sending the notice of termination FairPoint Energy’s billing records do not support this assertion FairPoint Energy does not assess different Variable Rates based on a customer’s credit risk Furthermore, Customer’s Variable Rate decreased after she was incorrectly sent a notice of termination Customer’s complaint also states that FairPoint Energy guaranteed that its rates would not exceed the utility’s standard offer rateFairPoint Energy does not guarantee savings as compared to another electricity productThe prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating In any given month, FairPoint Energy’s rates may be higher or lower than the rates offered by another company While FairPoint Energy may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings Finally, Customer’s complaint states that she would like an apology and would like to be re-rated back to the utility’s standard offer rate I apologize for the inconvenience that this has caused Customer FairPoint Energy receives its billing data from Customer’s utility [redacted] *** Unfortunately, the data that FairPoint Energy receives is not always correct, as is the case with Customer Customer also requested to be re-rated back to the utility’s standard offer rate Our records indicate that Customer has been appropriately charged according to her Terms & Conditions of the Variable Rate product that she selected and is not due a refund However, as a resolution for customer dissatisfaction, FairPoint Energy can offer the Customer a one-time courtesy credit of $in conjunction with enrolling in a Fixed Rate This credit is offered for customer satisfaction purposes and is not meant to compensate customers for selecting a Variable Rate plan I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [email protected] Warmest Regards, [redacted] Counsel

May 6, 2015Submitted via web to: [redacted] ***Manager, Marketplace OperationsRevdex.com [redacted] Re: [redacted] , Complaint ID [redacted] Dear Ms***:This letter is in response to the complaint filed by [redacted] (“Customer”) on April 27, regarding FairPoint Energy In the complaint, Customer expresses dissatisfaction with his billing and a $Early Termination Fee (“ETF”) Customer also states that he did not receive a renewal notice.Customer’s dissatisfaction relates to his budget billing Our records indicate on February 12, 2015, FairPoint Energy sent Customer a service termination warning notice The notice stated, “If there is a dispute regarding your bill or you think you have received this notice in error, please call the FairPoint Energy’s resolution department at [redacted] ” FairPoint Energy gave Customer the opportunity to call and discuss budget billing concerns According to FairPoint Energy’s records, on February 23, we received an inbound call from Customer regarding the service termination warning notice, Customer stated that he would send payment to the utility but he did not mention concerns regarding budget billingCustomer’s complaint also states that he was charged a $ETF for terminating his contract On February 24, 2015, FairPoint Energy received a cancellation request from the utility Per FairPoint Energy’s Terms and Conditions, if a customer does not fulfill their contract, they will be subject to a $ETFLastly, Customer’s complaint states that he did not receive a renewal notice Prior to the end of the fixed term, FairPoint Energy sent a renewal notice to Customer with details regarding renewal terms and providing a response by date of November 12, [Attachment] For automatic account plan renewal, no action is required by the Customer, however should the Customer choose not to have his account automatically renewed the Customer should have contacted FairPoint Energy to express his decision to decline the auto renewal offer FairPoint Energy did not receive a response from Customer and as a result Customer’s account was automatically renewed and transition to a new rate on expiration of the fixed term.FairPoint Energy is committed to compliance and customer satisfaction If you have any questions, please do not hesitate to contact me by email at [redacted] Kind Regards, [redacted] Compliance Specialist

In the last paragraph of the rebuttal from Fairpoint they make my point for meI was the one who initiated contact about my 275% rate increase in April of this yearFor the last year Fairpoint made no additional attempt to contact me and inform me that I was overpaying by as much as 275%If the variable rate is not a gouging practice by Fairpoint then why are they offering me such a low fixed rate compared to their so called variable rateQuestion for you Fairpoint? Exactly how much did you variable rate fluctuate in the last months? It was always considerably higher than the fixed rate you offered and that is gouging and dishonest.*** ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

May 14, 2015Submitted via web to: *** ***Manager, Marketplace OperationsRevdex.com** *** *** ***
*** ** ***Re: Gary L AuClair, Complaint ID ***Dear Ms***:*** * *** (“Customer”) filed a complaint with the Revdex.com that FairPoint Energy responded to on May 5, On May 6, Customer filed a rebuttal that: 1) states that after FairPoint Energy sent Customer a renewal letter, it did not initiate any additional notifications to Customer; 2) inquiries whether FairPoint Energy’s variable rate fluctuated in the last months; and 3) questions why FairPoint Energy’s variable rate was higher than the fixed rate he was offered on April 22, As mentioned previously, Customer's account was enrolled in a fixed term that expired on May 12, FairPoint Energy sent customer a renewal letter, however, Customer did not elect to renew his fixed term and therefore as his terms and condition his account transition to a variable rate Customer’s rebuttal states that after FairPoint Energy sent Customer a renewal letter, it did not initiate any additional notifications to Customer Unlike a fixed rate plan, a variable rate plan does not provide customers with notifications of changes in their rate Customer received notification of his variable rate on his monthly utility bill and if at any time he was dissatisfied with this rate he could have cancelled without penalty In response to Customer’s question regarding variable rate fluctuation in the past months, yes, Customer’s variable rate did fluctuate over the past months This information can be found in the supply portion of the Customer’s billing statements Finally, Customer’s rebuttal questions why FairPoint Energy’s variable rate was higher than the fixed rate he was offered on April 22, FairPoint Energy’s fixed rates and variable rates differ because FairPoint Energy procures energy for those products in different ways For example, when a customer enrolls in a fixed rate, FairPoint Energy enters into long-term hedging contracts to ensure that it can provide customer’s electricity at the contracted fixed rate As a result, fixed rate contracts contain early termination fees to compensate FairPoint Energy for the loss it experiences when a customer terminates the contract early without consuming the electricity that FairPoint Energy purchased for that customer’s use. FairPoint Energy is committed to compliance and customer satisfaction I hope this provide a meaningful response to the complaintIf you have any questions, please do not hesitate to contact me by email at ***Kind Regards, *** ***Compliance Specialist

February 25, 2015*** ***Manager, Marketplace OperationsRevdex.com** *** *** ***
*** ** ***Re: *** ***, Complaint ID ***Dear *** ***:This is in response to the claim that *** ***
(“Customer”) filed with the Revdex.com on February 17, and that FairPoint Energy (FPE) received on February 19, In the complaint Customer states that: 1) she contacted FairPoint Energy in March to request cancellation; 2) she spoke with Manager and has not received call back as she requested.Customer states that she contacted FairPoint Energy in March of requesting to cancel service.According to FPE, Customer’s first request for cancellation came on January 20, Customer received drop tracking number *** for her recordsThe account was successfully cancelled and returned to standard service on December 30, 2014.Customer’s complaint states that FPE’s Customer Care Manager failed to return calls in a timely fashionI do see that Customer had several conversations with FPE representatives and that Customer asked to receive a call back from a supervisorI apologize that Customer felt that she did not receive a call back from a Manager in a timely manner.I sincerely hope this meaningfully responses to the above complaintsIf you have any questions, please do not hesitate to contact me by email at: ***
Warmest Regards,*** ***Compliance Specialist

May 4, 2015Submitted via web to: *** ***Manager, Marketplace OperationsRevdex.com** *** *** ***
*** ** ***
Re: *** * ***, Complaint ID ***Dear Ms***:This letter
is in response to the complaint filed by *** * *** (“Customer”) on April 27, regarding FairPoint Energy In the complaint, Customer states: 1) he was not aware that after a year of service his rates would increase; 2) his rates increased and FairPoint Energy uses deceptive business practice to price gouge customers; 3) FairPoint Energy contacted him once but did not attempt to contact him again.First, Customer’s complaint states that he was not aware that after a year of service his rates would increase FairPoint Energy’s records indicate that Customer was enrolled in a fixed rate that expired May 12, Prior to the end of the fixed term, fixed rate customers are sent a renewal letter with details regarding a renewal offer In order to receive a fixed rate for an additional term, customers must affirmatively agree by signing the renewal notice and returning it to FairPoint Energy If a customer on a fixed rate and takes no action, he is placed onto a month-to-month variable rate, which may be cancelled at any time without penalty No renewal response was received by FairPoint Energy and therefore account transitioned to a variable rate at the end of the fixed term Next, Customer’s complaint states his rates increased and FairPoint Energy uses deceptive business practice to price gouge customers FairPoint Energy does not engage in deceptive practices to price gouge customers Customer’s account transitioned into a variable rate plan and as noted in the Terms and Conditions, variable rates may fluctuate from month-to-month based on market conditions and company operating factors For variable rates, there are no guaranteed savings and customer rates may be higher or lower than the utility’s rate in any given month. Finally, Customer complaint states FairPoint Energy contacted him once but did not attempt to contact him again In addition to the renewal letter that FairPoint Energy sent to Customer, its records indicate that on April 22, FairPoint Energy received an inbound call from Customer During this call, Customer was offered a retention rate plan of 8.99/kWh, but he declined the offer FairPoint Energy is committed to compliance and customer satisfaction If you have any questions, please do not hesitate to contact me by email at ***
Kind Regards, *** ***Compliance Specialist

September 17,
*** ***
*** *** ***
*** *** ***
** *** *** ***
*** ** ***
Re: *** *** *** * ***
Dear *** ***
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This letter is in response to the complaint that *** *** (“Customer”) filed with the Revdex.com on September 15, Customer’s complaint states that Customer has not received a refund check of $135.08, which had been promised in June with a delivery date of 6-weeks.
I sincerely apologize for the delay in sending Customer’s refund check I have spoken to our Accounts Payable Department to insist that Customer’s refund check is issued immediately Customer’s check will be sent out this week I am happy to provide an email update to *** indicating the Customer’s check has been mailed
Again, I sincerely apologize for Customer’s inconvenience and hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at *** *** or by email at ***
Warmest Regards
*** ***
Counsel

February 1, 2015*** *** *** *** *** *** *** *** ** *** *** *** *** ** ***Re: *** *** ***, Complaint ID ***Dear *** ***This letter is in response to the complaint that *** ***
*** (“Customer”) filed with the Revdex.com on January 28, The Customer’s complaint states that: 1) Customer enrolled in a Fixed Rate with FairPoint Energy and received a notice that he would be auto-renewed into a subsequent Fixed Rate contract; 2) Customer learned that the utility’s standard offer rate is lower than Customer’s Fixed Rate with FairPoint Energy; 3) Customer would like to cancel his Fixed Rate contract without paying an early termination fee.First, Customer’s complaint states that Customer enrolled in a Fixed Rate with FairPoint Energy and received a notice that he would be auto-renewed into a subsequent Fixed Rate contract This is correct On September 30, 2014, Customer was sent a renewal notice stating that Customer’s current Fixed Rate contract was coming to an end and that if he did not take any action, he would be auto-renewed into another Fixed Rate contract Customer was told: “If for any reason you do not want your account to be automatically renewed or would like to learn about our other available term lengths, please contact us…before 10/26/2014.” Customer did not contact FairPoint Energy to state that he did not want his account to be auto-renewed into another Fixed Rate term As a result, at the conclusion of his current Fixed Rate term, Customer was auto-renewed into a subsequent Fixed Rate term Customer agreed to this auto-renewal provision in the Terms & Conditions at the time of his enrollment.Customer’s complaint states that Customer learned that the utility’s standard offer rate is lower than Customer’s Fixed Rate with FairPoint Energy FairPoint Energy does not guarantee savings as compared to another electricity productThe prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating In any given month, FairPoint Energy’s rates may be higher or lower than the rates offered by another company While FairPoint Energy may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings It is also important to note that FairPoint Energy provides Customer with 100% renewable electricity and as a result, it is difficult to make a direct comparison to the price of the utility’s standard mix product.Finally, Customer’s complaint also states that Customer would like to cancel his Fixed Rate contract without paying an early termination fee For Fixed Rate contracts, FairPoint Energy purchases the customer’s electricity in advance to ensure that the customer will receive the contracted rate As a result, the early termination fee compensates FairPoint Energy for the electricity that it purchased but cannot deliver when the customer cancels before the end of the contract term FairPoint Energy cannot waive Customer’s early termination fee because Customer had the opportunity to prevent his account from auto-renewing, but took no action I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at ***.Warmest Regards,*** ***Counsel

May 19, 2015Submitted via web to: *** ***Manager, Marketplace OperationsRevdex.com** *** *** ***
*** ** ***Re: *** ***, Complaint ID ***Dear Ms***:*** *** (“Customer”) filed a complaint with the Revdex.com that FairPoint Energy responded to on May 6, On May 7, Customer filed a rebuttal where he expressed dissatisfaction with his billing and stated that he was not informed that FairPoint Energy does not participate in budget billing Customer also stated that he was forced to terminate his contract with FairPoint Energy because he was not notified of increased rates According to FairPoint Energy’s record, Customer’s account was enrolled on August 29, *** *** authorized the enrollment by completing a recorded Third-Party Verification (“TPV”) One of the TPV prompts states, “Please note that if you are on a payment assistance program with your current utility company you will be dropped once enrolled with FairPoint Energy” Next, the TPV agent asked, “Are you on an assistance program?” *** *** responded with a clear “No” As mentioned previously, FairPoint Energy sent Customer a renewal notice with details regarding his renewal terms that provided a respond by date of November 12, [Attachment] Customer did not respond to FairPoint Energy’s renewal letter by affirmatively selecting a different fixed rate plan or canceling As a result, on the expiration of Customer’s previous fixed rate term his account automatically renewed onto the fixed rate plan specified in his renewal notice, as provided for in Customer’s terms and conditions FairPoint Energy is committed to compliance and customer satisfaction If you have any questions, please do not hesitate to contact me by email at ***Kind Regards,
*** ***Compliance Specialist

February 20, 2015*** ***Manager, Marketplace OperationsRevdex.com** *** *** *** *** ** ***Re: *** ***, Complaint ID ***Dear *** ***On February 9, 2015, *** *** (“Customer”) filed a complaint with the Revdex.com that FairPoint Energy responded to February 9, On February 2, 2015, Customer filed a rebuttal that states Customer would like to be provided with a signed copy of Customer’s contract.On December 11, 2013, *** *** enrolled with FairPoint Energy over the phone and completed a recorded third-party verification confirming his intent to enroll After this enrollment, Customer was sent the Welcome Letter in Attachment confirming the agreement with FairPoint Energy On February 11, 2015, I contacted Customer by telephone to explain that Customer’s account was enrolled over the phone by *** *** (“*** ***”) and that*** *** had completed an oral contract which had been memorialized in a third-party verification and confirmed in Customer’s Welcome Letter.I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at *** *** or by email at ***Warmest Regards,*** ***Counsel