Hard Exteriors Contracting

October 1, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms [redacted] states she often makes payments to her account on the date she is to be disconnectedWhile successful in the past, she was recently disconnected as a resultIn December 2014, Ms [redacted] states she made a payment on December 1, 2014; however, was disconnected the following day SUMMARY OF INVESTIGATION: Ms [redacted] has been a [redacted] customer at [redacted] since June 21, During the specified time frame, customers were advised that all payments may take up to forty-eight hours to post to their accounts On November 16, 2014, a Disconnection Notice was issued for the past due amount of $87.18, due by December 1, When payment was not received by the due date, a disconnection order was sent to the Market and completed the morning of December 2, Ms [redacted] made a $payment via the automated system on December 1, that posted to her account shortly after the disconnection occurredOur records do not reflect Ms [redacted] speaking with a customer service agent to report her paymentFurthermore, our system does not automatically cancel disconnection orders when payments are made, only once the payment is posted to the accountOnce the payment was posted to the account, a reconnection order was submitted to the Market, which completed the same morning A complaint analyst attempted to reach Ms [redacted] on September 29, 2015, and September 30, without successThe number we have on file is invalid COMPANY RESPONSE: [redacted] confirms Ms [redacted] was validly issued a Disconnection Notice on November 16, for the past due amount of $87.18, due by December 1, Customers are advised when submitting payments that they may take up to forty-eight hours to post to the accountOur systems do not cancel pending disconnection orders until payments have been posted to the accountThere are no notes reflecting Ms [redacted] contacting customer service to report a payment in an effort to cancel the disconnection order Ms [redacted] ’s payment of $ did not post to her account until December 2, after the scheduled disconnection occurredMs [redacted] was reconnected later the same day once the payment was posted to her account A complaint analyst attempted to contact Ms [redacted] without success, as the phone number on file is invalid If Ms [redacted] has any further questions regarding this matter, [redacted] would be more than happy to discuss this matter further

Good Afternoon, Please see the following response for review Thank you, September 17, [Complaint No: [redacted] Account #: [redacted] COMPLAINT SUMMARY: [redacted] states she was falsely evicted from her apartment, and asked to have her electrical services temporarily suspended Ms [redacted] states she received an outrageous invoice from Direct Energy which included $in past due charges Ms [redacted] states she had to be out of her apartment on March 10, Ms [redacted] states she had a $ deposit due back from Direct Energy Ms [redacted] states she contacted Direct Energy to dispute the deposit not being returned Ms [redacted] states she wants to receive copies of her invoices, and is asking to have the Early Cancellation Fee waived SUMMARY OF INVESTIGATION: Direct Energy confirms [redacted] was a customer at [redacted] from December 22, to March 27, Ms [redacted] enrolled in a month contract which would end on December 15, 2015, and has a $Early Termination Fee A copy of the Electricity Facts Label is attached Service began on December 22, after payment of $Deposit On February 27, 2015, an invoice was issued in the amount of $due by March 18, Charges included a past due amount of $ A copy of the invoice is attached On March 1, 2015, a Disconnection Notice was issued for $due by March 12, to prevent a disconnection of service A copy is attached Collection calls were placed to Ms [redacted] with no answer on March 1, 2, 3, 4, 5, 6, 8, 9, 10, 12, and 13, A disconnect for Non-Payment was sent to the Market on March 13, for service to be disconnected on March 17, Service was disconnected on March 17, A collection call message was left on March 17, Collection calls were placed to Ms [redacted] on March 20, 23, 23, and 23, with no answer On March 23, 2015, Ms [redacted] contacted Direct Energy stating she was evicted from her apartment on March 6, Ms [redacted] stated she had called to cancel service, and she was advised there was no record of a call A Move Out was submitted to the Market for completion on March 27, On March 29, 2015, the final invoice was issued in the amount of $due by April 15, A copy is attached On March 28, 2015, Ms [redacted] contacted our Customer Service Center stating she would not pay the Early Cancellation Fee because she was evicted, and did not have a forwarding address Ms [redacted] was advised the charges were valid, and she was responsible for the amount due Ms [redacted] did not have a forwarding address to provide She was advised that service could not be temporarily suspended because of her eviction On April 2, 2015, the account was turned over to a collection agency On April 15, 2015, the final invoice was returned to Direct Energy On April 20, 2015, Ms [redacted] contacted our Customer Service Center stating she had called and requested a Move Out on March 9, She requested the call be located, and an inquiry was opened On April 22, 2015, a call was placed to Ms [redacted] at [redacted] and a message was left by our Customer Service advising that there was no record of any calls from her number to Direct Energy On September 8, 2015, a Revdex.com complaint was received The complaint analyst spoke with Ms [redacted] on September 14, and obtained an address for her at [redacted] *** Ms [redacted] was advised the analyst had been unable to locate any calls placed to DE to cancel her service the first week of March The analyst offered to credit the $Early Cancellation Fee and advised Ms [redacted] she was responsible for paying for the usage Ms [redacted] was advised the $deposit was applied to her final balance The balance due after the Early Cancellation Fee was waived is $ Ms [redacted] was advised she may contact our Customer Service Center at 1-888-305-to make the payment or submit the payment at a pay station Ms [redacted] accepted and agreed with the resolution COMPANY RESPONSE: Direct Energy confirms [redacted] was a customer at [redacted] from December 22, to March 27, Service was disconnected for Non-Payment on March 17, A Move Out was processed on March 27, and the account was closed The final invoice applied the $deposit to the outstanding balance, and also included a $Early Cancellation Fee, which was later waived as a gesture of goodwill The remaining balance due is $ A complaint analyst spoke with Ms [redacted] was presented our findings and resolution Direct Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further Attachments: Electricity Facts Label February 27, Invoice March 1, Disconnection Notice March 29, Final Invoice v

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me My thanks to the Revdex.com for their assistance in this matter[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint This is bogusLast year my bill was never this highWhy are they all of a sudden charging additional fees without notifying meI am being forced to be without AC.I do not wash not dryAnd I am literally without using any light and still I'm being charged more than when I used my heater this past winterWhy did these charges incur when last yr I was paying much lessWhen did [redacted] notify us of these additional chargesNow I have contacted [redacted] and they direct me to A&PI have also emailed them several times and until one hour ago I received an email from [redacted] Look at my past bills..if you claim that you have always billed this way then why don't my past bills reflect those charges? [Provide details of why you are not satisfied with this resolution.] Regards,

November 10, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms [redacted] states she previously had a debit with Direct Energy totaling $ She states after filing bankruptcy, the debt with Direct Energy was still owed SUMMARY OF INVESTIGATION: Ms [redacted] was a Direct Energy customer at [redacted] Apt # ***, [redacted] ***, TX from June 30, to March 9, On March 11, 2009, Ms [redacted] was issued her final invoice for the amount of $ On May 4, 2019, the unpaid debt was turned over to a third party collection agency, IC Systems On November 10, 2015, after reviewing Ms [redacted] ’ bankruptcy documentation, we have initiated the process of re-calling the debt from IC Systems, and will write off the balance due to the bankruptcyMs [redacted] will no longer owe the balanceDirect Energy did not initially take action to remove the debt due to the debt being previously turned over to IC Systems, and Direct Energy was not included in Ms [redacted] ’ bankruptcy documents On November 10, 2015, a complaint agent spoke with Ms [redacted] to advise of the resolutionShe was satisfied COMPANY RESPONSE: Direct Energy forwarded Ms [redacted] unpaid debt of $to IC Systems, a third party collection ggency, on May 4, Because the debt had previously been surrendered, and Ms [redacted] did not include Direct Energy within her bankruptcy documentation, Direct Energy did not initiate the removal of the debt Since reviewing her bankruptcy documentation, Direct Energy has initiated the process of re-calling the debt from IC Systems in order to write off the debtOnce complete, Ms [redacted] will no longer owe the debtThis was communicated to Ms [redacted] on November 10, when speaking with a complaint agentMs [redacted] was satisfied If Ms [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further

June 3, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: [redacted] states she was scheduled to start services at her new premise on May 1, She contacted Direct Energy on April 30, to reschedule the move in date when she learned she would not yet be able to move in, however she was advised it was too late to reschedule the move inShe requested to cancel the move inShe later received an invoice for eight days of service COMPANY RESPONSE: [redacted] scheduled for services to begin on May 1, at [redacted] [redacted] contacted Direct Energy on April 30, in an attempt to reschedule her move in dateShe was advised that the move in was already in progress and that we could only return the premise to the previous providerBefore the process could be completed, it was disrupted when an inbound drop was received by Direct Energy May 7, [redacted] was sent her only invoice for the premise on May 12, for the amount of $ A complaint agent spoke with [redacted] on May 28, He advised that Direct Energy will write off the account balance of $ [redacted] was satisfied

Sent: Wednesday, December 30, 11:AM Subject: FW: Revdex.com # [redacted] Thank you for contacting the Direct Energy, Customer Experience Team We are currently conducting a full review and anticipate having a resolution within business days · Customers Name: [redacted] · Contract Account Number: [redacted] · Case Category: Escalated Billing Issue If you have questions, please contact 1-844-812-We are available Monday through Friday from 8:am to 5:pm Mountain Standard Time Thank you again for contacting Direct Energy

Good Afternoon, Please see the below response for review Thank you, October 1, [Complaint No: [redacted] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Mr [redacted] states he was told by a customer service representative there were no Early Cancellation Fees associated with cancelling his account Mr [redacted] states he was charged a $Early Cancellation Fee after switching providers Mr [redacted] states he called Customer Service to sort out the issue, and states he was not called back at the time he was told he would be called Mr [redacted] stated he was advised the Early Cancellation Fee was to be credited back, but the credit was pending so he received a collection call SUMMARY OF INVESTIGATION: Direct Energy confirms [redacted] was a customer at [redacted] from July 7, to July 1, Mr [redacted] was enrolled in a month fixed rate which began August 24, and was to expire on August 24, Each invoice issued to Mr [redacted] reflects the contract expiration date as August 24, in his account details On June 18, 2015, Mr [redacted] contacted our Customer Service Center to inquire if he had an Early Cancellation Fee The customer service agent advised him incorrectly that she did not see a fee associated with his account On June 29, 2015, an Inbound Drop was received from the Market On July 3, 2015, the final invoice was issued and included a $Early Cancellation Fee (ECF) On July 29, 2015, Mr [redacted] contacted Direct Energy to make a payment for $on his account He disputed the $ECF, and an inquiry was initiated On August 18, 2015, Mrs [redacted] contacted our Customer Service Center and requested a callback regarding the ECF disputeA complaint was opened on her behalf On September 27, 2015, a Revdex.com complaint was received and a hold was placed on the account A complaint analyst determined that the previous review of the account initiated in July was incorrectly noted by the agent It was stated Mr [redacted] had accepted a month contract in August 2013, and that he cancelled his contract before the expiration The agent did not review the June 16, call where Mr [redacted] was incorrectly advised he did not have an ECF The error caused Mr [redacted] to receive collection calls On September 28, 2015, the $ECF was waived, and a corrected invoice was issued to Mr*** The collection agency was notified to remove all collection activity from the account The analyst spoke with Mr [redacted] and advised him of the findings Mr [redacted] appreciated the folland accepted the resolution COMPANY RESPONSE: Direct Energy confirms that Mr [redacted] renewed in a month contract on August 13, All invoices state the expiration date of his contract as August 24, Mr [redacted] contacted customer service on June 18, to ask if he would be charged an Early Cancellation Fee (ECF) if he switched providers Due to incorrect information provided to Mr [redacted] that he would not be assessed a fee, he switched providersThe final invoice charged a $ECF per the Terms of Service; however, the ECP was later reversed, the account was recalled from collections, and the account was closed with a zero balance A complaint analyst has provided our findings and resolution to Mr [redacted] and he is in agreement Direct Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Mr [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further v

November 10, [Complaint No: 10926714] – Jamie [redacted] Account #: COMPLAINT SUMMARY: Ms [redacted] states she established a Deferred Payment Plan in September [redacted] and remitted payment of $She states she was later advised the first payment of her Deferred Payment Plan was not received, and the arrangement was brokenIn addition, Ms [redacted] states she has not been receiving her LiTexas discounts, and has been assessed two $Collection Recovery Fees SUMMARY OF INVESTIGATION: Ms [redacted] has been a Direct Energy customer since July 30, at [redacted] Ln, [redacted] ***, Dallas, TX She previously resided at [redacted] St, Apt [redacted] Dallas, TX since December 9, From May 27, to August 2, [redacted] our records reflect Ms [redacted] utilized the LiTexas discount while residing at her previous premise; however, did not receive the discount during the respective months after transferring servicesThis is likely due to Ms [redacted] not updating her new address with LiTexas On September 25, [redacted] Ms [redacted] spoke with an agent and established a Deferred Payment Plan for the balance of $The agent had also taken a payment of $44.67, the amount of her initial installmentDue to an error, the payment was not correctly applied towards her Deferred Payment Plan, and the plan broke on October 1, On October 6, [redacted] she was issued a Disconnection Notice for her past due balance of $ On October 21, [redacted] she was issued another Disconnection Notice when she still possessed a past due balance of $ On October 27, [redacted] Ms [redacted] was issued her invoiceIn addition to consumption charges, she was assessed two $ Collection Recovery Fees associated with the previous Disconnection Notices sentThese fees are disclosed in Direct Energy’s Terms of Service, as well as the Disconnection Notices On November 9, [redacted] a complaint analyst waived both Collection Recovery Fees, which will be reflected on her next invoice On November 4, [redacted] November 6, [redacted] and November 9, [redacted] a complaint analyst attempted to contact Ms [redacted] without success COMPANY RESPONSE: Direct Energy confirms from May 27, to August 2, [redacted] our records reflect Ms [redacted] utilized the LiTexas discount while residing at her previous premise However, did not receive the discount during the respective months after transferring services to her new premise; this is likely due to Ms [redacted] not updating her new address with LiTexas Ms [redacted] established a Deferred Payment Plan for the balance of $196.94., at that time she also made a payment of $44.67, the amount of her initial installmentDue to an error, the payment was not correctly applied towards the Deferred Payment Plan, and the plan broke on October 1, Which resulted in collection activities, including two Disconnection NoticesDue to this error Direct Energy waived the two Collection Recovery Fees, which will be reflected on the next invoice A complaint analyst attempted to reach Ms [redacted] without success Direct Energy prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Ms [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further

August 4, [Complaint No: [redacted] ] – [redacted] Account #: [redacted] COMPLAINT SUMMARY: Ms [redacted] states her account was automatically drafted a duplicate payment of $on July 26, She states when contacting First Choice Power for a refund, she was advised the process could take twenty days SUMMARY OF INVESTIGATION: Ms [redacted] has been a First Choice Power customer at [redacted] *, [redacted] since June 16, Our records reflect two payments of $were submitted on July 26, via Ms [redacted] Online Account ManagerWe are unable to determine whether the duplicate payment was the result of a system error or if Ms [redacted] submitted the payment twice Ms [redacted] spoke with an agent to have the duplicate payment refunded; however, was advised a twenty day hold must be placed on the payment before the refund process could be initiated to mail Ms [redacted] a refund checkThis is due to the payment method in which Ms [redacted] used to submit the payment After receiving Ms [redacted] concerns from the Revdex.com, a complaint agent made a onetime exception bypassing the hold requirement, and initiated the refund check processThe agent spoke with Ms [redacted] on August 3, and advised it may take around ten business days to receive her refund checkIn addition, a $goodwill credit was applied to her account in the interest of customer service COMPANY RESPONSE: Our records reflect two payments of $being submitted on July 26, after Ms [redacted] utilized the bill pay function within her Online Account Manager; however, we are unable to determine the cause of the duplicate payment When speaking with First Choice Power regarding the refund, an agent advised that the process may take up to twenty days, as a hold must be placed on the payment prior to submitting a refund check; however, was bypassed and the refund process was initiated, and Ms [redacted] should receive her refund check in approximately ten business daysIn the interest of customer service, a $Goodwill Credit was applied to her account First Choice Power prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf Ms [redacted] has any further questions regarding this matter, First Choice Power would be more than happy to discuss this matter further

June 14, [Complaint No: [redacted] ] – [redacted] Account # [redacted] COMPLAINT SUMMARY: Ms [redacted] states she is being contacted by a collection agency regarding a debt owed to Direct EnergyShe states she paid the final billMs [redacted] states after the payment she received no further bills from Direct Energy COMPANY RESPONSE: Ms [redacted] had been a Direct Energy customer at [redacted] since October 31, On March 1, 2016, Ms [redacted] remitted payment in the amount of $via our Interactive Voice Response (IVR) phone systemThe payment left Ms [redacted] with an account balance of $ On March 2, 2015, Ms [redacted] requested a Move Out due to a moveWe are currently unable to locate the call to determine if a forwarding address was givenNo account notes reflect any further contact from Ms*** On March 6, 2015, she was mailed a final invoice for the amount of $This invoice included current consumption charges of $95.98, and a previous balance of $This invoice was mailed to Ms***’ account service address On May 21, 2015, the final unpaid balance was forwarded to a to a third party collection agency On June 26, and July 24, 2015, records reflect Ms [redacted] remitting payments in the amount of $to the third party agency, leaving her with a remaining balance of $ Between June 8, and June 14, 2016, a complaint analyst has communicated the above information via email with Ms***While Ms [redacted] feels she is not responsible for the debt in its entirety, the analyst advised that Direct Energy would write off the consumption charges of $from her final invoice; however, she would be responsible for the remaining amount of $53.86, as these charges were assessed and communicated via invoice prior to her moveThis is the final resolution If Ms [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further

May 26, 2016[Complaint No: 11455804] – [redacted] ***Account # [redacted] COMPLAINT SUMMARY: Mr [redacted] states that services were switched without authorization after a door-to-door salesman visited his motherCOMPANY RESPONSE: On April 27, [redacted] was visited by a Direct Energy door-to-door agent, who assisted with establishing services at [redacted] **After the salesman’s departure, Mrs [redacted] was contacted by a third party verification agent and confirmed her decision to switch services to Direct Energy, stating she was Mr [redacted] ***’s spouseOn May 4, 2016, services at the premise became activeOn May 19, 2016, a request to have Mr***’s premise returned to his previous provider was submitted at Mrs***’s requestThis process is currently awaiting approval from Mr***’s previous provider and may take up to forty-five days to completeOnce complete, all charges will be written offBetween May 24, and May 26, 2016, a complaint analyst attempted to reach Mr [redacted] to further discuss the matter without successIf Mr [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss this matter further

Sent: Monday, September 21, 4:PM To: drteam Cc: Office of the President - DER Subject: [redacted] Complaint ID [redacted] We have no record of Ms [redacted] requesting a Move Out on the date specified in her complaint However, Ms [redacted] will receive a refund check in the amount of $in four to six weeks The refund will be mailed to [redacted] L.C [redacted] Direct Energy Tulsa Office of the President - TX [redacted] Email Disclaimer The information contained in or attached to this email is intended only for the use of the addresseeIf you are not the intended recipient of this email, or a person responsible for delivering it to the intended recipient, you are strictly prohibited from disclosing, copying, distributing, or retaining this email or any part of itIt may contain information which is confidential and/or covered by legal, professional or other privilege under applicable lawIf you have received this email in error, please notify us immediately by return emailThe views expressed in this email are not necessarily the views of [redacted] ***, nor its [redacted] n subsidiaries, and the said companies and their respective directors, officers and employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary

August 14, Account # [redacted] Dear Ms [redacted] , Thank you for contacting [redacted] with your concerns At [redacted] our goal is to provide you with the exceptional service you deserve We have received concerns regarding collection activity on a final balance you have previously submitted payment for Please accept our apologies for any inconvenience this issue may have caused A complaint agent contacted you on August 14, and advised you [redacted] has removed the account from all collection activity and a request to update the Credit Bureaus has been issued The Credit Bureaus may take up to business days to update their records [redacted] prides itself on maintaining a high level of customer service, and we regret anything that may have been considered unsatisfactoryIf you have any further questions regarding this matter, [redacted] would be more than happy to discuss this matter furtherThank you Sincerely, Laura Office of the President [redacted] v

Sent: Monday, September 28, 11:AM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** I apologize for the delay, I have no record of having received this complaintI will assign to an analyst for review and we
will send response as soon as we canMorgan J*** Complaints Coordinator, TX

Revdex.com:
This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/31/9:47:PM and assigned ID ***.I was mislead by another company into switching to them and I would like to be
switched back to Direct EnergyI would like Direct Energy to call me at 214-837-to re-establish the service
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this
resolution.]
I am not sstisfied with this because this company is still misleading and is not upfront or honestThe person still told my dad that we would be paying ONE lower fixed rateThey did not state to us that we still have to pay peoples gas for the gas line pipe on top of paying them their rateIf they would have been honest from the beginning we honestly would have never signed up for this, and I would not be here typing this letterAt the end of the day this company is telling people fixed lies to get them to sign up not telling people that they would be paying two rates! Im very unsatisfied with this company! They dont have the main tool of integrity which is honestly! PERIOD point blank they lied and was not honest about the fact that we would be paying two sources.
Regards,

Revdex.com:
This letter is to inform you that Direct Energy, LP has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/29/and assigned ID ***
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The reason I do Not accept it is because I provided the tracer number to my bank and they were unable to locate the paymentAlso, the two payments went into a pendi pending mode on my account on June 15, 2015, however did not clear my account the same dayMy bank advised me to do a dispute with Direct Energy to het funds back in my accountAlso I told them to provide me with email address as I do not have a printer nor fax machine, they told me to go my bank andthey could fax to them, unfortunately, my bank is open when I'm at work work, and Saturday I'm at churchI explained this to the rep, but this was not put on the notes for my accountAnd I did not disconnect the calls my connection was lost while talking to them.Again all I want is the money put back in my account or credited to my electric bill.Regards,
*** ***

Response to Case ***