FirstEnergy Solutions Corp.

Initial Business Response /* (1000, 5, 2016/04/27) */
The customer enrolled with FirstEnergy Solutions on March 31, The offer was for $cents per kilowatt hour (kWh) through the June, 2014, meter read and $per kWh through December, 2016, meter readThe offer included a $
early termination fee
A FirstEnergy Solutions representative attempted to contact the customer at the telephone number that we have on recordA voice message was left asking the customer to return our call
Attached please find a copy of the agreement terms and conditionsAs a onetime courtesy to our valued customer, FirstEnergy Solutions, will waive (cancel) the early termination fee

Initial Business Response /* (1000, 5, 2016/04/20) */
The customer enrolled with FirstEnergy Solutions (FES) on February 14, The offer was for the rate of $cents per kilowatt hour (kWh) through the March, meter read and $cents per kWh through the December, meter
readThe offer included a $early termination fee (ETF)
Attached please find a copy the welcome letter and agreement terms and conditionsAs a courtesy to our customer, FES will waive (cancel) the $early termination feeShould the customer enroll with FES, in the future the customer should maintain a copy of the agreement terms and condition for their records
FirstEnergy Solutions appreciates and values our customers businessIf the customer would like to enroll with FES in the future, they may call us at ***, Monday through Friday, 8:AM to 5:PM, to discuss available offers
Initial Consumer Rebuttal /* (2000, 7, 2016/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the fee being waived/cancelledIf I receive any renewal offers in the future however I believe the company should be upfront in stating the fees/penalties in the renewal offer letter instead of advertising no cancellation penalty, then on the back end stating that was if I didn't renew my agreement that was to expireI did maintain a copy of of my renewal letter (I enclosed the part about "Changes form your current terms and conditions"The agreement terms sent out after I accepted the offer did not match up

Initial Business Response /* (1000, 5, 2015/12/01) */
(Revdex.com Received a response from the Business via Email.)
PLEASE NOTE - This customer is not served by Mas I am unable to locate an account for himI believe this is a PPL customer*** *** is in Lancaster County which is in the PPL
service territory
Thank You
*** ***
FirstEnergy - PA Compliance Dept
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is correct, I am a ppl customer but first energy was my supplier
Final Business Response /* (1000, 12, 2015/12/17) */
December 17,
Revdex.com of Akron
***
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 an enrollment with FES through December and a $early termination fee (ETF) received
Mr*** enrolled with FES via the telephone at a rate of $per kilowatt hour from July 30, through June The offer included a $early termination fee (ETF)
PPL informed FES that Mr*** had elected another generation supplier on November 13, As this drop was prior to the contract end date, an invoice for the $ETF was mailed on November 16,
April 18, 12, was reviewed and it was clear that Mr*** accepted the terms and conditions of the FES offerA copy of the terms & conditions are attached for the Revdex.com review, as well as a copy of the recorded enrollment callThe acceptance of the terms & conditions occurs at around the 8:time point of the call
The early termination fee was correctly charged
Thank you,
Becki P***
FirstEnergy Solutions, Marketing
***
Phone: ***
Email: ***
Final Consumer Response /* (2000, 14, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: Becki P***
Contact Phone: ***
Contact Email: ***
Good afternoon,
FirstEnergy Solutions has been unable to make contact with *** *** regarding his past due balance
The address
that was provided in this complaint is not in our recordsWe do show a different address of *** under the same name with a past due balance of $
In order to verify that this is the customer's correct address and balance, would you please have Mr*** contact the FES call center at 888-254-or me at ***
A copy of the usage and payment history for the above mentioned address is attached
Thank you
Sincerely,
Becki P***
FirstEnergy Solutions
White Pond Dr **
Akron, OH
***

Initial Business Response /* (1000, 5, 2016/01/05) */
Mr. [redacted] has been a customer of FirstEnergy Solutions (FES) since September 2009 with the most current enrollment occurring in June 2014 in the form of an auto-renewal at a rate of $0.0695 per kilowatt hour through June 2016. The offer...

included a $25 early termination fee (ETF).
The auto-renewal letter was sent to Mr. [redacted] 45 days prior to his previous contract's expiration and advised the customer to contact FES within 2 weeks if he did not wish to be auto-renewed. Having not heard from Mr. [redacted], the enrollment was processed.
As a one-time courtesy to our valued customer, FES has processed a drop of his account. The ETF will not be charged.
A copy of the contract terms and conditions for both the original and auto-renewal contract are attached.
Becki P[redacted]
FirstEnergy Solutions
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution but reject First Energy's claim that I agreed to the renewal. I will further complain to the PUCO and my local legislators that energy contracts should require an affirmative renewal or if allowed to renew with out a response, there should be no term or early termination fee.

When customers enroll with FirstEnergy Solutions (“FES”)
they receive a single bill from their local electric utility company.  The bill contains the charges for both FES,
and the utility company. If the bill is not paid by the due date, FES may
cancel the agreement after providing the...

customer a minimum of fourteen days
written notice that the electric generation service will be returned to the
customer’s local electric utility company.
When a customer makes a payment, the customer’s local
electric utility company sends the payment to FES.  Customers should allow a minimum of 2 -3
business days for FES to receive payment.
As of July 31, 2016, the customer’s account was 60+ days
past due with FES.
FES received the payment that the customer paid to their
local electric utility company in July, 2016, on August 2, 2016. Prior to the payment
that was received on August 2, 2016, the last payment that FES received was on April
25, 2016.
Attached please find
a copy of the agreement terms and conditions of service. As a onetime courtesy
FES, will not remove the customer’s account from the agreement. The customer
will continue in the offer of 6% off the utility’s company price to compare
through the January, 2017 meter read. 
The offer includes $25.00 early termination fee.

Initial Business Response /* (1000, 7, 2016/05/05) */
The customer enrolled with FirstEnergy Solutions(FES) via the Northeast Ohio Public Energy Council (NOPEC). The offer was for 6% off the Cleveland Electric Illuminating Company (CEI) price to compare, through the January, 2017 meter read. The...

offer included a $25 early termination fee (ETF).
On July 26, 2013 opt-out letters were mailed to all eligible customers. Should the customer wish not to participate in the program they were to return the opt-out form by August 16, 2013. Having not received the customer's opt-out form, power flow started on December 27, 2013.
On February 26, 2016 FES, was notified by CEI, that the customer switched supplier, therefore activating the $25 ETF.
When customers end their agreement prior to the contract end date, the early termination fee is not included on the bill provided by customer's local electric utility company.
On February 29, 2016 FirstEnergy Solutions mailed the customer the cancellation invoice to the mailing address that we have on record. FirstEnergy Solutions was not notified of a new billing address.
On May 5, 2016, a FirstEnergy Solutions representative spoke with the customer. As a onetime courtesy FES, will recall the account from collections, and waive (cancel)the ETF.
Attached please find a copy of the agreement terms and conditions, the opt-out letter, and the cancellation invoice letter.
Should the customer enroll with FES in the future, they should maintain a copy of the agreement terms and conditions for their records.
Initial Consumer Rebuttal /* (2000, 9, 2016/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are doing exactly what I requested. Thank you.

FirstEnergy Solutions records reflect that this is our first
notification for the customer referenced in the complaint.
The customer enrolled with FirstEnergy Solutions (“FES”) in
April 2016.  The offer was for $0.07150
cents per kilowatt hour (kWh) through the April 2018 meter read...

date.  The offer included a $50 early cancellation
fee (ETF).
On January 17, 2018 FES was notified by Metropolitan Edison
Company (“Met Ed”) that the customer changed supplier therefore activating the
early cancellation fee.
When the customer changed suppliers on January 17, 2018, the
End of Contract Letters, for customers with accounts that would expire on their
April 2018 meter read date, had already been prepared and sent to the mail
service to be mailed on February 12, 2018. 
Due to the volume of letters that are prepared, it is necessary to
prepare the mailing in advance.
Attached please find a copy of the Agreement Terms and
Conditions of Service, the Cancellation Fee Invoice, and the End of Contract
Letters.
Due to the customer changing suppliers prior to
being notified that their agreement was expiring, the customer was charged the
ETF. As a one-time courtesy FirstEnergy Solutions will refund the $50 early
cancellation fee. Sincerely, Patricia S[redacted]FirstEnergy Service Company

Initial Business Response /* (1000, 5, 2015/12/10) */
December 10, 2015
[redacted]
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 Number. The customer's complaint disputes an enrollment with FES through December 2016 and a $100 early termination fee (ETF) received.
Ms. [redacted] was enrolled with FES at the address of [redacted], [redacted], [redacted], [redacted] from April 30, 2013 through July 30, 2014 at which time FES received a drop notification from PPL indicating that Ms. [redacted] had "moved". No early termination fee was charged.
On December 12, 2013, Ms. [redacted] enrolled the address of [redacted], [redacted], [redacted] into a rate of $0.0750 per kilowatt hour through June 2016. This offer included a $100 early termination fee.
PPL informed FES that Ms. [redacted] had elected another generation supplier on September 15, 2015. As this drop was prior to the contract end date, an invoice for the $100 ETF was mailed on September 28, 2015. As that invoice was not paid, the balance was sent to collections and another invoice was generated on November 17, 2015.
The enrollment call from December 12, 2013 was reviewed and it was clear that Ms. [redacted] accepted the terms and conditions of the FES offer. A copy of the Welcome Letter and terms & conditions are attached for the Revdex.com review, as well as a copy of the recorded enrollment call. The acceptance of the terms & conditions occurs at around the 16:40 time point of the call.
The early termination fee was correctly charged.
Thank you,
Becki P[redacted]
[redacted]
Phone: [redacted]
Email: [redacted]

Initial Business Response /* (1000, 5, 2016/04/01) */
The customer, enrolled with FirstEnergy Solutions via the web, on March 8, 2014. The offer was for $0.0809 cents per kilowatt hour (kWh), through the June, 2018, meter read. The offer included a $100 early termination fee. When customers...

enroll online, they are required to acknowledge that the agreement terms and conditions have been read. The customer also has the option to retain a copy of the agreement for their records.
On February 17, 2016 FirstEnergy Solutions,received notification that the customer, had changed supplier, therefore activating the early termination fee.
On March 29, 2016, a FirstEnergy Solutions, representative left a voice message for the customer to return our call in regards to the complaint that has been filed.
Attached please find a copy of the agreement terms and conditions, and the web enrollment. As a onetime courtesy FES, will waive the early termination fee.

The customer enrolled with FirstEnergy Solutions ("FES") on November 24, 2013 via the web. The offer was for $0.07290 cents per kilowatt hour (kWh) through the December, 2013 meter read, and $0.07190 cents per kWh through the December, 2016 meter read. The offer included a $100 early termination...

fee (ETF).
When customers enroll on the web, they are required to acknowledge the agreement terms and conditions of service. The enrollment cannot be completed without the customer accepting the agreement terms and conditions of service. The customer also has the option to retain a copy of the terms and conditions for their records.
On April 8, 2016 FES was notified that the customer switched suppliers, therefore activating the $100 cancellation fee.
On April 11, 2016 a cancellation fee invoice was mailed to the customer. After not receiving the cancellation fee payment the account was sent to collections on June 16, 2016.
Attached please find a copy of the agreement terms and conditions of service, the web enrollment, and the cancellation fee invoice. FES records show that the cancellation fee invoice was mailed to the customer on April 11, 2016.

FirstEnergy Solutions appreciates our customers business and the opportunity we had to serve their account.
(Terms and Conditions)

The customer enrolled with FirstEnergy Solutions (“FES”) via
the web.  The offer that the customer
selected was for $0.0770 per kilowatt hour through the December, 2016 mete
read. The offer included a $100 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[redacted]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 45 days prior to the contract expiration date of their options.
Consumers may contact FirstEnergy Solutions Customer Care
Department, at [redacted], Monday – Friday, 8 am to 5 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 enrollment. As 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, 2016. The customer may reach us at [redacted], Monday –
Friday, 8am to 5 pm.
We appreciate our customers business and the opportunity to
serve their account.

Initial Business Response /* (1000, 6, 2016/01/05) */
Mr. [redacted] has been enrolled with FirstEnergy Solutions (FES) since November 2012 with the most current enrollment occurring via the internet on April 23, 2014 for a rate of $0.0749 per kilowatt hour through June 2018. The offer included a $100...

early termination fee (ETF).
On December 21, 2015, MetEd, the customer's utility, informed FES that the customer had elected another generation supplier prior to the contract end date, triggering the ETF.
Records indicate that Mr. [redacted] contacted FES on December 30, 2015 to state that he was told by another supplier that he could switch and would not be charged an ETF. That information was inaccurate. The ETF was correctly charged, however, as a one-time courtesy to our valued customer, the ETF has been waived.
A copy of the customer's internet enrollments and contract terms & conditions is attached.
Thank you.
Becki P[redacted]
FirstEnergy Solutions
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cancellation fee was waived.

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]

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 $0.0680
cents per kilowatt through the June, 2014 meter read, and $0.0599 cents...

per
kWh, through the December, 2016 meter read. 
The offer included a $100 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, 2015 FES, was notified by West Penn Power
Company, that the customer had change to a different supplier, therefore
activating the $100 early termination fee. 
The cancellation fee invoice was mailed to the customer on April 18, 2015.
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, 2016.
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 /* (1000, 5, 2016/06/14) */
The company records reflect the customer selected FES as alternate supplier effective 3/31/2012 per the EDI notification received 2/20/2012. Attached is the Met-Ed letter issued to the customer advising of the enrollment.
FES contract...

indicated customer was Rate Ready and on budget for both Met-Ed and FES charges.
Company records reflect the customer cancelled FES supplier contract via EDI transaction received on 6/10/2016. Customer returned to Met-Ed for all charges effective 6/11/2016. Attached is a copy of the letter Met Ed sent to the customer regarding the cancellation of supplier FES.
The customer dispute regarding supplier FES (slamming) needs to be addressed by FES. Request dismissal of customer's complaint for Met-Ed. Also attached is a 2 yr. billing statement for this customer.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If we did accept FES as an additional supplier it is only due to the fact that we were falsely led to believe that Met-Ed & FES were one in the same company; that they had merged & we're now giving us a new rate & continuing us on the budget plan just like we had been. Had we known we they were an "additional supplier" we would not have agreed. FES solicits & and falsely leads many to believe they are one in the same as Met-Ed. We are still seeking reimbursement of any and all fees imposed by them. We have contacted the AG's office as well as the PUC.
Final Business Response /* (1000, 12, 2016/06/24) */
This customer enrolled her account with FirstEnergy Solutions by completing 2 direct mail enrollment forms and mailing them to FirstEnergy Solutions. Both signed forms are attached. Attached also are the terms and conditions for the offers that the customer chose. FirstEnergy Solutions is a generation supplier and is not the same as MetEd. The charges from FirstEnergy Solutions on the customer's bill represent the cost of generation for the electricity used by the customer and replace the cost of generation that would have been charged by MetEd.
Because this customer's contract ends in December 2016, and the customer may not have understood the difference between the generation supplier (FirstEnergy Solutions) and her electric utility company (MetEd), FirstEnergy Solutions will waive her cancellation fee as a one-time courtesy.

The customer enrolled with FirstEnergy Solutions (“FES”)
April 12, 2013, via the web.  The offer
was for $0.0775 cents per kilowatt hour (kWh), through the December 2019 meter
read. The offer included a $100 early
termination fee (ETF).
When customers enroll on the web they are required to
acknowledge the agreement terms and conditions of service. The enrollment
cannot be processed if the customer does not acknowledge the agreement terms
and conditions of service.  The customer
also has the option to retain a copy of the agreement terms and conditions of
service for their records.
The cancellation fee for the offer the customer selected was
$100. The offer did not include a pro-rated cancellation fee.
On April 14, 2017, the customer contacted FES.  Per the customer’s request the electric
generation service has been returned to PECO.
Attached please find a copy of the agreement terms and
conditions of service, and the web enrollment. 
As a onetime courtesy FES, will waive the early termination fee.Sincerely,Patricia S[redacted]FirstEnergy Service Company

(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in my original complaint I did not willingly sign up in 2013 to be obligated through Dec. 2016.

Initial Business Response /* (1000, 5, 2016/04/14) */
The customer enrolled with FirstEnergy Solutions (FES), via the Bay Village, Community Savings Program. The offer was for 6% off the utility's price to compare, through the January, 2017 meter read. The offer included a $25 early termination...

fee (ETF).

On October 28, 2013 opt out letters were mailed to all eligible customers. Should the customer wish not to participate in the program, they were to return the, opt- out form by November 18, 2013. Having not received the customer's opt-out form power flow started on January 4, 2014.
Attached please find a copy of the opt-out letter, and the agreement terms and conditions. As a onetime courtesy FES, will waive the $25 early termination fee.
Initial Consumer Rebuttal /* (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 received. These types of programs are unfair to consumers due to the opt-out provision. This should be an opt-in program 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 /* (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 bill. The customer received a separate bill for the ETF, from FES. The ETF has been canceled.
On April 18, 2016, a FirstEnergy Solutions representative left a voice message for the customer explaining that the $25 early termination fee was waived
On April 19, 2016, a FirstEnergy Solutions Representatives spoke with the customer. The customer was informed that the ETF was waived. The 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 /* (2000, 11, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. Thank you.

Initial Business Response /* (1000, 5, 2015/12/29) */
December 29, 2015
Revdex.com of Akron
222 W. Market St.
Akron, OH 44303
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 Number. The customer's complaint disputes an enrollment with FES through December 2019 and a $100 early termination fee (ETF) received.
Mr. [redacted] enrolled with FES via the telephone at a rate of $0.0810 per kilowatt hour from April 2014 through June 2018. The offer included a $100 early termination fee (ETF).
PPL informed FES that Mr. [redacted] had elected another generation supplier on December 29, 2015. As this drop was prior to the contract end date, an invoice for the $100 ETF will be mailed to the customer.
Mr. [redacted] had contacted FES on March 25, 2015 to inquire about the terms of his enrollment. He was advised of his rate, term, and ETF if the contract was terminated prior to December 2018. He asked if FES had any lower offers at the time and was advised that we did not.
On December 22, 2015, Mr. [redacted] called FES again to dispute his enrollment. He requested a copy of his enrollment call and was advised that we did not have it on hand, which was correct. A copy of the original enrollment call has been ordered, but has not yet been received.
We do have a copy of the call from March 25, 2015. It is attached to this response along with a copy of the customer's Welcome Packet, which was sent at enrollment, and a copy of the terms & conditions.
The customer's recent drop will result in an ETF, per the terms & conditions.
Thank you,
Becki P[redacted]
FirstEnergy Solutions, Marketing
[redacted]
Phone: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad that they were able to find the recording. The man I spoke with said that it was not available. That was all I was asking for. I shouldn't have had to go to Revdex.com to get this resolved, but First Energy customer service is lacking professionalism and honesty. I am more that willing to talk to anyone concerning the customer service call from Dec. 22 if they want to.