FirstEnergy Solutions Corp.

The offer the customer selected was not a lifetime term The agreement end date was the June 2018, meter read date, as indicated in the agreement terms and conditions of service.Attached please find a copy of the web enrollment that was completed by the customer The contract end date is listed on the web enrollmentThe agreement terms and conditions of service were also available for the customer to review, prior to accepting the offer.Although the customer selected the offer on the web, and agreed to the agreement terms and conditions of service, as a onetime courtesy FES, will waive the early termination fee

The customer enrolled with FirstEnergy Solutions (“FES”) via the web The offer that the customer selected was for $per kilowatt hour through the December, mete readThe offer included a $early termination fee (ETF) When customers enroll on the web they are required to acknowledge the agreement terms and conditions of service (T&C’s) The web enrollment c***ot be completed if the customer does not accept the T&C’s The customer also has the option to retain a copy of the agreement terms and conditions of service for their records The offer that the customer enrolled in (2014) was based on market conditions at the time of enrollment Due to fluctuating (changing) market conditions offers are subject to change at any time Customers enrolled in active agreements with FES are notified days prior to the contract expiration date of their options Consumers may contact FirstEnergy Solutions Customer Care Department, at [redacted] , Monday – Friday, am to Pm, to discuss available offers Customers may also visit our website at [redacted] for review and enroll in available offers On August 9, 2016, a FirstEnergy Solutions representative left a voice mail message, for the customer to contact us in regards to the complaint that was filed with the Revdex.com Attached please find a copy of the agreement terms and conditions of service, and the web enrollmentAs a onetime courtesy FES, will return the account to the customer’s local utility company and waive the early termination fee, not because we agree with the consumer’s complaint FES records show that the customer enrolled their account on the web, and acknowledge the agreement terms and conditions of service If the customer would like to have their electric generation service returned to their local electric utility company, they would need to contact FES, by August 23, The customer may reach us at [redacted] , Monday – Friday, 8am to pm We appreciate our customers business and the opportunity to serve their account

The customer's initial agreement started in May, The offer was for $cents per kilowatt hour, through the June, 2014, meter readThe offer included a $early termination fee On February 13, the customer re-enrolled with FESThe offer was for offer was for $cents per kilowatt hour (kWh) through the June, meter read, and $cents per kWh, through the December, meter readThe offer included a $early termination fee The customer contacted FES, on June 30, to verify the contract end dateThe FES representative informed the customer that the contracted would in end in December, Attached please find a copy of the agreement terms and conditions of serviceFES, records show that written terms and conditions of service were sent to the customerThe terms and conditions explained the customer's right of recession, and the length of the agreement FES appreciates our customer business and the opportunity to serve their accountAs a onetime courtesy FES waived (removed) the ETF Sincerely, PS [redacted] FirstEnergy Solutions

FirstEnergy Solutions records indicate that this the first complaint that has been received for the consumer The customer enrolled with FirstEnergy Solutions (“FES”) via the web The offer was for $ cents per kilowatt through the June, meter read, and $cents per kWh, through the December, meter read The offer included a $early termination fee When customers enroll the web, they are required to acknowledge the agreement terms and conditions of service (T&C’s) The enrollment cannot be processed if the T&C’s are not accepted The customer also has the option to retain a copy of the T&C’s of service for their records On April 14, FES, was notified by West Penn Power Company, that the customer had change to a different supplier, therefore activating the $early termination fee The cancellation fee invoice was mailed to the customer on April 18, When customers enroll with FES as their electric generation supplier, they receive a single bill from their local electric utility company The bill from WPP contains both their electric utility company charges and charges from FES After not receiving payment the account was sent to collections on June 16, Attached please find a copy of the agreement terms and conditions of service As a onetime courtesy FES, will waive the cancellation fee and recall the account from collections

Initial Business Response / [redacted] (1000, 5, 2016/04/14) */ The customer enrolled with FirstEnergy Solutions (FES), via the Bay Village, Community Savings ProgramThe offer was for 6% off the utility's price to compare, through the January, meter readThe offer included a $early termination fee (ETF) On October 28, opt out letters were mailed to all eligible customersShould the customer wish not to participate in the program, they were to return the, opt- out form by November 18, Having not received the customer's opt-out form power flow started on January 4, Attached please find a copy of the opt-out letter, and the agreement terms and conditionsAs a onetime courtesy FES, will waive the $early termination fee Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company simply attached a mailer that I do not believe I ever receivedThese types of programs are unfair to consumers due to the opt-out provisionThis should be an oprogram to ensure that people are not automatically enrolled in something they do not want to be enrolled in, with terms they have never seen Final Business Response / [redacted] (4000, 9, 2016/04/19) */ On FirstEnergy Solutions initial reply to Revdex.com Case Number [redacted] , as a onetime courtesy we agreed to waive (cancel) the early termination fee invoice (ETF)Cancellation fee charges do not appear on the customer's local electric utility billThe customer received a separate bill for the ETF, from FESThe ETF has been canceled On April 18, 2016, a FirstEnergy Solutions representative left a voice message for the customer explaining that the $early termination fee was waived On April 19, 2016, a FirstEnergy Solutions Representatives spoke with the customerThe customer was informed that the ETF was waivedThe customer stated due to the ETF being waived that she was satisfied If the customer were to receive an opt-out letter in the future, she would need to return the opt-out form by the due date on the letter Should the customer wish to be excluded from further community aggregation offers, she would need to contact the Public Utilities Commission of Ohio, and request for the account to be placed on the "Do Not Aggregate" list Final Consumer Response / [redacted] (2000, 11, 2016/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the responseThank you

The customer enrolled with FirstEnergy Solutions (“FES”) July 1, via the web The offer the customer selected was for $cents per kilowatt hour, through the June meter read The offer included a $early termination fee (ETF) When customers enroll on the web they are required to acknowledge the agreement terms and conditions of serviceThe enrollment cannot be processed if the customer does not accept the agreement terms and conditions of service When customers enroll on the web they also have the option to retain a copy of the agreement terms and conditions of service for their records On May 9, FES was notified by the customer’s local electric utility that the customer changed suppliers, therefore activating the $ETF Attached please find a copy of the agreement terms and conditions of service, the web enrollment, and the cancellation fee invoice The early termination fee is valid

Good afternoon, Ms [redacted] does not appear to be a FirstEnergy Utility customer Could you please redirect this complaint to FirstEnergy Solutions? Thank you, [redacted] FirstEnergySupervisor, ComplianceInternal [redacted] External [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 21, Revdex.com of Akron WMarket St Akron, OH RE: Revdex.com Case # [redacted] ; [redacted] Dear Sir or Madam, This letter is FirstEnergy Solutions Corp.'s (FES) response to your inquiry regarding the above-referenced BCS Case NumberThe customer's complaint disputes two $1,early termination fees (ETF) received from FES Mr [redacted] originally enrolled two commercial accounts with FES in December with the most current enrollment occurring via the telephone in December for a rate of $per kilowatt hour through December The offer included a $1,ETF per account During the telephone enrollment, the customer is advised of all terms and conditions of the contract, including the early termination fee clauseThe enrollment will not be processed unless the customer specifically agrees to each clause provided during the enrollment callMr [redacted] agreed to all terms and conditions upon enrollment On June 19, 2015, Ohio Power, Mr [redacted] 's utility, informed FES that Mr [redacted] had elected another generation supplier prior to the contract end date, triggering the ETFsAn invoice for each ETF was mailed to Mr [redacted] on June 22, Mr [redacted] contacted FES on July 1, and requested that the ETFs be waived or that his accounts be reinstated into the previous offersFES correctly advised that it was past the rescission period and that the previous offer was closed and there were no new offers for which to enroll As a one-time courtesy to our valued customer, FES has agreed to waive the two ETF'sThey are no longer considered due and payable Attached is a copy of the Terms and Conditions for your review Thank you, Becki P [redacted] FirstEnergy Solutions, Marketing [redacted] Akron, Oh Phone: [redacted] Email: [email protected] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do exceptThis is what I had requested to resolve this problem was the ETFs to be waivedThank you

Revdex.com:Hi, I was able to speak with *** and he said he'd waive my $cancellation feeHe gave me a confirmation# ***He was a nice, soft spoken manI hope this resolves my issueIf anything further happens I will be in contact with the above complaint#Thank you,***
***

The customer enrolled with FirstEnergy Solutions ("FES",) on February 13, The offer was for $cents per kilowatt hour (kWh) through the June, meter read, and $cents per kWh, through the December, meter readThe offer included a $early termination fee
Attached please find a copy of the agreement terms and conditions of serviceFES is waiving (removing) the early termination fee as a onetime courtesy to the customer, not because FES agrees with the complaintFES's records show that (Terms and Conditions.pdf)

Initial Business Response /* (1000, 6, 2016/03/29) */
W***, Alison *
10:AM (minutes ago)
to me, ***
Hi ***,
I am not able to locate this customer in our computer systemWe do not service Downingtown, PaThis may be a PPL or PECO distribution customerThe alternate supplier
listed in the complaint is First Energy Solutions, which is a separate from Met-ed
Thanks,
Ali W***
First Energy - PA Compliance
Internal - ***
External - ***
Fax - ***
Initial Consumer Rebuttal /* (3000, 8, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $invoice has a mailing address of:
First Energy Solutions Stephen CR***
*** Mngr, Customer Care
Akron OH ***
Also:
First Energy Sol
***
PLEASE RESUBMIT TO THE CORRECT COMPANY.A WALKER SAID THAT 1ST ENERGY IS NOT PART OF MET Ed
Account #***
Final Business Response /* (1000, 10, 2016/04/13) */
The customer was enrolled with FirstEnergy Solutions (FES), on September 29, The offer was for $cents per kilowatt hour (kWh) through the July, 2019, meter read
On April 13, 2016, a FirstEnergy Solutions representative spoke with customerUpon review of the account, FirstEnergy Solutions agreed to waive the $early termination fee
FirstEnergy Solutions appreciates and values our customersIf the customer should decide to enroll with us in the future, they may contact us at ***, Monday through Friday, 8:AM to 5:PM, to discuss available offers
Final Consumer Response /* (2000, 12, 2016/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rep who called from First Energy was polite and helpfulShe was unaware that First Energy had a contract with door to door salesmen in He had never provided me with terms and conditions so I was never aware of themShe reviewed the documents that I sent and agreed to waive the $termination feeI appreciated the response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I had forgotten that the business had sent me an extension via US Mail to our original contract. I had saved the original contract to my computer, and that is what I was going by After finding and reading the hard copy very carefully, my service with them was agreed until December 2016. The confusion was that it started on the July meter readingI thought it was a month contract as before. Thus expiring in July 2016. But the company has it expire December 2016. Sorry for the mix up. Thank you for your help in clearing up this matter. The company did email and left messages on my phone to also clear up this matter. This case is no longer needed.Thank you ***

The customer enrolled with FirstEnergy Solutions (“FES”) in
2014. The offer was for $cents
per kilowatt hour (kWh) through the June, 2018.
The offer included a $early termination fee (ETF)
When the customer enrolled with FES, the customer’s local
electric utility
confirmed the customer’s address as, *** *** ***,
*** ** ***
On October 27, 2016, FES was notified by PPL Electric
Utilities Corporation, that the customer changed suppliers therefore activating
the ETF
The cancellation invoice was mailed to the address that was
on record
When a customer has a supplier, and corrects, updates or
changes their service address and or billing address, they will need to contact
FES and update their account information
Prior to the customer contacting FES, on December 28, 2016,
FES had not been notified of any changes to the customer’s address
Attached please find a copy of the agreement terms and
conditions of service. As a onetime
courtesy FES will recall the account from collections, and reimburse the $
ETFThe customer should allow - weeks for processingThe reimbursement check with be mailed to *** *** ***
FirstEnergy Solutions appreciates the opportunity that we
had to serve the customer’s account

Initial Business Response /* (1000, 5, 2016/05/03) */
The customer enrolled with FirstEnergy Solutions (FES) via the Aurora Aggregation ProgramThe offer was for 6% off Ohio Edison's price to compare through April, 2018, meter readThe offer included a $early termination fee (ETF)
On
February 18, 2016, FES was notified by Ohio Edison, that the customer changed suppliers, therefore activating the $ETF
Having not received the $early termination fee invoice, the account was sent to collections on April 22,
On May 2, a FirstEnergy Solutions spoke with the customerAs a courtesy to our customer, FES agreed to recall the account from collections and to waive the $ETF
Attached please find a copy of the agreement terms and conditions and the cancellation waiver invoiceOn May 3, 2016, FES recalled the account from collections and waived (cancelled) the early termination fee
Initial Consumer Rebuttal /* (3000, 7, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The May 3rd explanation is incorrect and does not make senseSpecifically, the statement "Having not received the $early termination fee invoice, the account was sent to collections on April 22, 2016"I never received an invoice because FirstEnergy sent it to the incorrect address and admitted doing soThe statement should read "Having not received the $early termination fee invoice, the account was MISTAKENLY sent to collections on April 22, 2016"Instead of "mistakenly" perhaps "inadvertently" or other words can be used but something has to indicate that I should NOT have been sent to collection
Final Business Response /* (4000, 9, 2016/05/11) */
The customer enrolled with FirstEnergy Solutions (FES) via the Aurora Aggregation ProgramThe offer was for 6% off Ohio Edison's price to compare through April, 2018, meter readThe offer included a $early termination fee (ETF)
On February 18, 2016, FES was notified by Ohio Edison, that the customer changed suppliersThe agreement end date was the April, meter read therefore the supplier change resulted in the $early termination fee being activated
The cancellation fee invoice letter was unintentionally sent to an incorrect addressThe letter was not returned to FES, as undeliverable or addressee not knownThese events inadvertently resulted in the account being sent to collections
FirstEnergy Solutions has recalled the account from collections, and as a courtesy the ETF, was waived
Final Consumer Response /* (2000, 11, 2016/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: Becki P***
Contact Phone: ***
Contact Email: ***
August14,
Revdex.com of Akron
WMarket St
Akron, OH
RE: Revdex.com Case # ***; *** ***
Dear
Sir or Madam,
This letter is FirstEnergy Solutions Corp.'s (FES) response to your inquiry regarding the above-referenced BCS Case NumberThe customer's complaint disputes her enrollment with FES
Ms*** enrolled with FES via the internet on July 30, The program offered a price of Cents per kilowatt hour (kWh) through September This offer carries a $early termination fee (ETF)
The customer must accept the terms and conditions of the contract before the account is enrolledThere is a prompt on the screen to remind the customer to print a copy of the terms for their records
Ms*** contacted the FES call center on August 5, and was advised that the account would be assessed the early termination fee, per the terms of the contract, should the contract be dropped prior to the contract expiration
A copy of the internet enrollment and the contract Terms & Conditions are attached
Thank you
Sincerely,
Becki P***
FirstEnergy Solutions, Marketing
White Pond Dr**
Akron, Oh
Phone: 1-***
Email: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

In September, the customer filed a complaint with the Pennsylvania Public Utility Commission ("PaPuc"). As a onetime courtesy FirstEnergy Solutions ("FES") agreed to waive the early termination fee (ETF).Attached please find a copy of FES, reply to the PaPuc. The early
termination fee has been waived The collection agency has been contacted informed that the fee has been waived and instructed not to contact the customer

On August 9, FirstEnergy Solutions ("FES") received a complaint from the Pennsylvania Public Utilities Commission (PAPUC), for the consumer.As a onetime courtesy the $early termination fee was waived.Attached please find a copy of FES, reply to the PAPUC
Sincerely, *** **

Initial Business Response /* (1000, 5, 2016/04/12) */
The customer enrolled with FirstEnergy Solutions (FES), via the web on November 19, The offer was for $cents per kilowatt hour (kWh), through the December, 2013, meter read, and $0.0699, through the December, meter readThe
offer included a $early termination fee (ETF)When customer enroll on the web, they are required to acknowledge that the agreement terms and conditions (T&C's) have been readThe customer also has the option to maintain a copy of the T&C's for their records
On April 12, 2016, a FirstEnergy Solutions Representative contacted the customer and left a voice a messageShould the customer wish to re-enroll in the, offer of $cents per kWh, the December, 2016, meter read, the offer includes a $ETF, they will need to return our callThe customer may also contact our Customer Care Department at ***, Monday through Friday, between the hours of 8:AM and 5:PM, Eastern Standard Time
Attached please find a copy of the agreement terms and conditions, and the web enrollmentAs a one -time courtesy FES, will waive the $early termination fee

Initial Business Response /* (1000, 6, 2016/03/09) */
Mr***, enrolled with FirstEnergy Solutions (FES), via the Northeast Ohio Public Energy CouncilThe offer was for 6% off The Cleveland Electric Illuminating Company's, price to compare, through the January, 2017, meter readThe offer
included a $early termination fee (ETF)
On October 9, 2015, opt out letters were mailed to all eligible customersIf the customer did not wish to participate in program, they were to return the, opt out letter by October 31, Having not received Mr***'s, opt out letter, power flow started on December 22,
FirstEnergy Solutions, contacted Mr***, on March 9, 2016, and explained the, opt out processAs a onetime courtesy FES, waived the $ETF
Attached please find a copy of the contract terms and conditions, and opt out letter
Sincerely,
Patricia S***
FirstEnergy Solutions
***
***
Email: ***
Phone Number: ***
Initial Consumer Rebuttal /* (2000, 8, 2016/03/09) */
I received a call from First Energy SolutionsThey told me they will waive the $fee this time, and recommended that I read my mail more carefully in the futureAssuming my $is waived as they said, I am satisfied with this, and consider this complaint to be resolvedThank you, Revdex.com!