FirstEnergy Solutions Corp.

Initial Business Response /* (1000, 5, 2016/05/17) */
I am unable to locate this customer or address in our system. However Third Party Suppliers (First Energy Solutions) and the Electric Distribution Utility (First Energy) are completely independent from each other. We have no control over the...

amount a supplier charges for their rates or whether a supplier charges a cancellation fee. Customer's dispute is regarding alternate supplier.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed a contract saying that I would pay them a termination fee.
Final Business Response /* (1000, 17, 2016/06/10) */
The customer enrolled with FirstEnergy Solutions ("FES") via the web on February 24, 2014. The offer the customer selected was for $0.00820 cents per kilowatt hour (kWh) through the December, 2017, 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. If the customer does not acknowledge (accept) the terms and conditions of service the enrollment cannot be processed. The customer also had the option to retain a copy of the agreement terms and conditions of service.
Attached please find a copy of the agreement terms and conditions of service and the web enrollment. While FES, does not agree with the customer's complaint, as web enrollment cannot be completed without customers accepting the terms and conditions of service, as a onetime courtesy FES, will waive (remove) the ETF.

Initial Business Response /* (1000, 5, 2016/04/14) */
The customer enrolled with FirstEnergy Solutions (FES), via the web on January 16, 2013. The offer was for $0.07500 cents per kilowatt hour (kWh), through the July, 2019, meter read. The offer included a $75 early termination fee. When...

customer enroll online they are required to acknowledge that the agreement terms and conditions have been reviewed. The customer also has the option to retain a copy of the agreement terms and conditions for their records.
FirstEnergy Solutions, billed the account at the rate of $0.07500 cents per kilowatt hour, per the agreement terms and conditions. FES, rate remain the same, throughout the agreement.
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.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't sign anything over 2 years,they changed the dates, and it is not signed by me. And whats there excuse for charging me over the fixed rate? I can only access back 1 year. And they over charged the fixed rate 9 monhts. I beleave if they don't drop this they will be oweing me money. I sent a few bills where I was charged over the fixed rate.
Final Business Response /* (4000, 9, 2016/04/20) */
On the initial reply to the Revdex.com Case# [redacted], FirstEnergy Solutions (FES) included a copy on the customer's online (web) enrollment information. The initial reply also stated that FES, agreed to waive the $75 early termination fee.
When customers have a supplier they receive a single from Met-Ed that contains both their Met-Ed and FES charges. On page 1 of the bill, under Messages Met Ed, list the customer price to compare "Your current Price To Compare for generation and transmission from Met-Ed is listed below. For you to save, a supplier price must be lower. The Standard Residential (rate) also referred to as the price to compare (PTC) is not the rate charged by FirstEnergy Solutions.
Charges from FES are listed on the right side of the bill under Charges From FirstEnergy Solutions Corp. FirstEnergy Solutions billed the account the rate of $0.07500 cents per kilowatt hour. FES rate remain the same throughout the agreement.
On April 18, 2016, a FES representative called the customer to review the bills. A voice message was left for the customer to return our call. A direct telephone number was also provided.
Attached please find a copy of the customer's transaction history report, and a copy of the customer's bill. To assist the customer, the location of FES rate and charges are outlined on the bill. The $75.00 early termination fee has been waived (removed).

Initial Business Response /* (1000, 6, 2015/07/22) */
Good afternoon, [redacted] of [redacted] has been enrolled with FirstEnergy Solutions since 2012 with the most current enrollment occurring in June 2014 for a rate of 7.48 cents per kilowatt hour through June 2016. The offer...

included a $1,000 early termination fee.
On June 16, 2015, [redacted] informed FES the church had elected another generation supplier prior to the contract end date, triggering the early termination fee.
The customer contacted FES upon receipt of the fee requesting that the account be reinstated, however, it was past the reinstatement period and could not be reinstated.
It appears that there may have been some confusion regarding the contract end date. There was an auto-renewal offer in May 2014 offered to the church. That contract ended in June 2015, however, the customer elected a different offer that had a June 2016 end date.
I spoke with [redacted] and offered to reinstate the account, which would waive the early termination fee. She stated that the church elected a new supplier that provided enrollment opportunities to parishioners which would benefit the church. As a courtesy to the church, FES has agreed to waive the early termination fee and leave the contract status as "final". [redacted] was satisfied with this resolution.
Thank you,
Becki P[redacted]
FirstEnergy Solutions
341 White Pond Dr. B3
Akron, Oh 44320
330-436-1402
[redacted]

Initial Consumer Rebuttal /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your help!

The customer's initial agreement started in May, 2013. The offer was for $0.06690 cents per kilowatt hour, through the June, 2014, meter read. The offer included a $50 early termination fee.
On February 13, 2014 the customer re-enrolled with FES. The offer was for offer was for $0.06690 cents per kilowatt hour (kWh) through the June, 2014 meter read, and $0.0770 cents per kWh, through the December, 2016 meter read. The offer included a $100 early termination fee.

The customer contacted FES, on June 30, 2015 to verify the contract end date. The FES representative informed the customer that the contracted would in end in December, 2016.

Attached please find a copy of the agreement terms and conditions of service. FES, records show that written terms and conditions of service were sent to the customer. The 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 account. As a onetime courtesy FES waived (removed) the ETF.
Sincerely,
P. S[redacted]
FirstEnergy Solutions

Initial Business Response /* (1000, 5, 2016/06/23) */
The customer enrolled with FirstEnergy Solutions ("FES") on September 4, 2013 via the web. The offer the customer selected was for $0.067500 cents per kilowatt hour (kWh) through the December, 2013 meter read, and $0.06300 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 and accept the agreement terms and conditions of service (T&C's). The rate and term of the agreement are included in the agreement terms and conditions of service.
The customer also has the option to retain a copy of the agreement T&C's for their records.
Our records show that the customer contacted FES, on March 12, 2014, to inquire on FES's rates. During the call the customer acknowledged that he was a current customer.
On May 9, 2016, FES was notified by West Penn Power, that the customer changed suppliers, therefore activating the $100 ETF.
Attached please find a copy of the agreement terms and conditions of service and the web enrollment. FirstEnergy Solutions will waive the ETF as a onetime courtesy, not because we agree with the customer's complaint. Our records show that customer enrolled the account and accepted the agreement terms and conditions of service.

The customer enrolled with FirstEnergy Solutions (“FES”)
July 1, 2014 via the web.  The offer the
customer selected was for $0.08100 cents per kilowatt hour, through the June
2018 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 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, 2017 FES was notified by the customer’s local
electric utility that the customer changed suppliers, therefore activating the
$100 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.

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
July 29, 2015
Revdex.com of Akron
222 W. Market St.
Akron, OH 44303
RE: Revdex.com Case # [redacted]; [redacted]
This...

letter is FirstEnergy Solutions Corp.'s (FES) response to your inquiry regarding the above-referenced BCS Case Number. The customer's complaint alleges that he has received higher electric bills since his enrollment with FirstEnergy Solutions. (FES)
Mr. [redacted] enrolled with FES via the NOPEC community aggregation program in December 2014. The offer was for a rate of 6% off the utility price to compare through January 2017 and included a $25 early termination fee.
Opt out letters were sent to eligible residents on November 18, 2014 advising them that they could opt out of the offer by returning the attached letter by December 9, 2014. Having not received Mr. [redacted] opt out letter, power flow began on January 20, 2015.
Attached is a copy of Mr. [redacted] usage and rate history. There are two charts provided. The top chart shows the actual FES billing at 6% off the utility price to compare rate. The lower chart shows how much Mr. [redacted] would have been billed by the utility for his generation.
The chart also shows the utility price to compare for the last six months (Column - "Rate"). As you can see, it has increased significantly over the last two months. The utility would be able to provide the best explanation for the increase which includes the adjustment for summer rates. As the NOPEC offer is for 6% off the utility price to compare, the FES rate will adjust in conjunction with that price to compare.
Mr. [redacted]' FES average bill for 6 months is $96.46 with his average rate being $0.0652 per kilowatt hour. The average bill for the same time period with The Illuminating Company would have been $100.12 with an average rate of $0.0691 per kilowatt hour.
For the past six months, Mr. [redacted] has saved $34.00 over what he would have paid the utility by being a NOPEC customer.
You will note that average usage per month is 1,428 kilowatt hours. This past month, the usage exceeded the average by 455 kilowatts. That, coupled with the increased price to compare, resulted in the higher billing.
If Mr. [redacted] would like to drop NOPEC and elect another supplier with a fixed rate, FES will provide a one-time courtesy drop with no early termination fee. The offer is open through August 14, 2015. Please have the customer contact me directly if he wishes to exercise this option.
Thank you.
Sincerely,
[redacted]
FirstEnergy Solutions; Marketing
341 White Pond Dr. B3
Akron, Oh 44320
Phone: 1-[redacted]
Email: [email protected]

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
Revdex.com of Akron
222 W. Market St.
Akron, OH 44303
RE: Revdex.com Case # [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 $295 early termination fees (ETF) received.
Mr. [redacted] originally enrolled with FES via the internet on March 9, 2012 for a rate of $0.060 per kilowatt hour through March 2014. His most current enrollment occurred via the telephone on September 18, 2012 for a rate of $0.0699 per kilowatt hour through December 2019. The offer included a $295 ETF. At the time of enrollment, the terms and conditions are reviewed, including the early termination fee, and the customer must accept the terms for the enrollment to occur.
A copy of the internet enrollment, as well as the customer welcome letter with terms & conditions for the telephone enrollment are attached.
In May 2015, FES sent a communication to Mr. [redacted] to advise him that the NITS (transmission) component of his price would be collected by AEP Ohio Power, his utility, as of June 1, 2015. The letter stated that FES would no longer be collecting that component, so his rate would be adjusted accordingly. The rate adjusted to $0.0628 per kilowatt hour. A copy of the letter is attached.
On August 28, 2015, Ohio Power, informed FES that Mr. [redacted] had elected another generation supplier prior to the contract end date, triggering the ETF. An invoice for the ETF was mailed to Mr. [redacted] on August 27, 2015.
Mr. [redacted] contacted FES on September 2, 2015 and disputed his enrollment. He requested that the ETF be waived and that he be sent a copy of his contract Terms & Conditions, which were sent.
On September 24, 2015, Mr. [redacted] called FES and spoke with a supervisor regarding his enrollment. He was advised that the early termination fee was set at $295 due to the length of the contract for which FES had to ensure power.
The early termination fee has been sent to a collections department as of October 19, 2015. It is due and payable.
Thank you,
Becki P[redacted]
Phone: [redacted]
Email: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First Energy Solutions correctly states that I applied for a two year rate plan. The rate was to be locked in at $.0699 per KWH for two years. They then say that 6 months later I signed up for 7 years? That doesn't even make sense! Why would I sign up for a 7 year term when I was only 6 months into a 2 year commitment? Why would they even call to ask at that point? This all sounds very shady. I would never knowingly agree to a 7 year fixed rate anything, except a home loan of course. I wouldn't even finance a car for that long! I was a customer of FES for three years on a two year commitment and do not owe an early termination fee. Mailing a couple pages of fine print long after an agreement is made does not constitute a contract. The fee should be dropped so we can both move on.
Final Business Response /* (4000, 9, 2015/10/30) */
Good afternoon,
FirstEnergy Solutions has documentation that shows Mr. [redacted] telephoned to change his enrollment in 2012 and supplied a copy of the welcome letter and terms & conditions that were originally provided to the customer showing the December 2019 contract end date and early termination fee amount. We also provided a copy of the rate adjustment letter that was sent to Mr. [redacted] in June 2015. He stated in his complaint that he believed that he was a year past his contract end date, however, he did not contact FES to dispute his enrollment or request information about the term. The early termination fee was accurately charged, however, as a one-time courtesy to the customer, the fee has been waived. Thank you. Becki P[redacted]
Final Consumer Response /* (2000, 11, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I don't completely agree with their statements, they have offered to resolve this dispute in a manner that satisfies me. Thank you for waiving the fee.

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 enrollment. The 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.

Initial Business Response /* (1000, 5, 2016/06/15) */
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's (CEI) price to compare through the January, 2017 meter read. ...

The offer included a $25 early termination fee (ETF).
On June 5, 2015 opt-out letters were sent to all eligible customers. Should the customer wish not to participate in the community savings program they were to return the opt-out form by June 26, 2015. Having not received the customer's opt-out form power flow started on July 17, 2015.
The opt-out letter was mailed to:
[redacted]
[redacted]
Attached please find a copy of the agreement terms and conditions of service, and the opt-out letter. As a onetime courtesy FES, will waive (remove) the $25 early termination, not because FES agrees with the customer complaint. FES records show that written agreement terms and conditions of service and the opt-out letter explaining the early termination fee were sent to the customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/21) */
September 21, 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 two $1,000 early termination fees (ETF) received from FES.
Mr. [redacted] originally enrolled two commercial accounts with FES in December 2012 with the most current enrollment occurring via the telephone in December 2013 for a rate of $0.0648 per kilowatt hour through December 2015. The offer included a $1,000 ETF per account.
During the telephone enrollment, the customer is advised of all terms and conditions of the contract, including the early termination fee clause. The enrollment will not be processed unless the customer specifically agrees to each clause provided during the enrollment call. Mr. [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 ETFs. An invoice for each ETF was mailed to Mr. [redacted] on June 22, 2015.
Mr. [redacted] contacted FES on July 1, 2015 and requested that the ETFs be waived or that his accounts be reinstated into the previous offers. FES 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's. They 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 44320
Phone: [redacted]
Email: [email protected]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do except. This is what I had requested to resolve this problem was the ETFs to be waived. Thank you.