Hard Exteriors Contracting

Please
see the following response
Best
regards,
Direct
Energy
Office
of the President

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11865950, and find that this resolution would be satisfactory to me, however, I would like to add that although I appreciate Direct Energy's response and their "detailed" account of events that it was not as clear cut or as simple as they present in their responseDirect Energy claims that I was kept informed and contacted throughout the process of switching providers and unfortunately that was not the case,hence the numerous calls, emails, and chats with Direct Energy agents and two supervisorsThe lack of attention to details and the manner in which my request was handled was the reason for my complaintIt took filing a complaint against Direct Energy for my request to switch energy providers to be correctedMoving forward, I appreciate Suzies personal attention to this matter and for her thoroughness of finally getting my account corrected and reflected in my online account prior to generating the first bill

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10885575, and find that this
resolution would be satisfactory to me

I am not seeing the attachment being sent with my response

Follow up to Revdex.com ***Good Afternoon:We forwarded the concern to our Sales
Quality Team for review. The Sales
Quality Team notified the vendors in Ms*** area regarding Ms***
concerns. We spoke with the agent who
was in Ms*** neighborhood. The
agent does remember being on Ms*** street but does not remember Ms
Weekley specifically. The sales manager
discussed with the agent how important it is to represent himself properly at
the door. The agent was coached to
ensure Direct Energy’s policies and procedures are always followedSincerely,Direct Energy Office of the President Department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11999074,
and find that this resolution would be satisfactory to me

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
While it has taken them several months to"review" my case they have in the meantime turned it over to collections who has called my wife and mentioned jailCollections has also indicated that in one day they will have had it for days and will turn it over to the credit bureau to adversely affect my scoreI don't understand why it takes a large company this long to figure out their businessAfter being a good customer for over 3-yrs, I couldn't be any more dissapointed or upset with this mess they have created
Regards,

Please find attached our response to Mr***'s concerns, as well as supporting documentation. Office of the President DepartmentDirect Energy Services

We have spoken with Ms*** and are in the process of making adjustments to her accountOur analyst will be following up via email per the customer's request regarding any corrections made to her account

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
As per them claiming a final invoice was sent that is not trueAt this point I don't believe the NSF charges were ever intended on being returnedI will conclude with this. Direct Energy prides themselves a customer service oriented, But that is a façade I will never use this company again and I will never recommend them,This company must know that word of mouth is big and so is social media Regard *** ***

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
There was nothing included in this responseThe issue of a Direct
Energy salesperson coming to my door and LYING to me about what they were doing and about my bill was not addressThe door to door sales people are behaving unethically, if not criminallyI want an actual response to their representatives behavior
[Provide details of why you are not satisfied with this resolution.]
Regards,
Ayana Weekley

Good Afternoon, Please find the response for review Thank you,
Date: July 2,
[Complaint No:
*** *** ***
Account #: ***
COMPLAINT
SUMMARY:
*** *** stated she entered a Move In request online
for service with Direct
Energy on June 15, 2015. *** ***
states after her enrollment request, she realized the request she entered was
for pre-paid service. *** ***
states she contacted Direct Energy to cancel the same day. *** *** states she enrolled with ***
on June 15, 2015. *** *** states
she received notification from Direct Energy on June 19, advising her
account with Direct Energy was active.
*** *** states she contacted Direct Energy on June 19, to request
the service be switched back to ***.
She states she was advised she would be returned, and her money would be
refunded. She states she received a
Disconnection Notice from *** telling her that her power was with Direct
Energy. She states she contacted ***
and they advised her they received the notice and will restore the power back
to ***. *** *** states she wants
her power to be with *** and not Direct Energy
SUMMARY
OF INVESTIGATION:
*** *** entered a request for new service
via an online enrollment on June 15, for service at *** * *** *** *** *** *** ** *** for pre-paid service to begin on June 19, 2015. A payment of $was made to the inactive
account on June 15, at 12:p.m., and a notification was sent to *** ***. *** *** established an
Automatic Payment request to process a payment for $when the account balance
reached $25.
On June 15, 2015, *** *** contacted our Customer
Service Center and stated she did not want to enroll in a pre-paid account and request
the enrollment be cancelled. She advised
the agent she had already enrolled with a different provider, and had service
arranged to begin with them. Due to an
agent error, the enrollment did not get cancelled and a Move In with Direct Energy
(DE) was completed on June 19, 2015.
On June 19, 2015, *** *** contacted our Customer
Service Center stating she wanted to be returned to her previous provider, at
which time a request for the previous provider to regain the service as the
date of loss was submitted to the Market.
A complaint analyst attempted to contact *** *** and left two voice messages. To
date, no contact has been made
A reimbursement of the $is in process, and will
be mailed to *** *** at the address of record.
COMPANY
RESPONSE:
Direct
Energy confirms *** *** completed an online enrollment for on June 15,
2015, and contacted our Customer Service Center to cancel the enrollmentDue
to an agent error the cancellation was not submitted, and the enrollment
completed with Direct Energy on June 19, 2015.
On June 19, a request was submitted to the Market for the previous
provider to regain the premise as of the date of loss. A reimbursement check in the amount of $
will be mailed to *** *** at the address of record
A
complaint analyst was unable to contact *** *** to provide the resolution
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactoryIf *** *** has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further
v

From: ***, ***[mailto:***.***@directenergy.com] Sent: Thursday, July 23, 3:PM To: drteam Cc: Office of the President - DER Subject: Response to Rebuttal Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Good afternoon, On May 19, 2015, Mr*** contacted our Enrollment Center stating he applied online on May 18, 2015, to Switch services to Direct Energy for address *** *** *** *, Fort Worth, ** ***-***He further states he received an email stating Direct Energy was unable to match the identification information provided in his online request for service. Mr*** provided account number ***, but was advised by the enrollment agent the account number was invalid. The agent processed a new enrollment and provided Mr*** with account number ***. The agent further states the new enrollment was flagged for additional verification by the Direct Energy Credit and Debt Team. The agent also states the credit check systems recognizes two enrollments for the same premise and flags the request for service as suspicious. The agent advised Mr*** to submit a copy of his Social Security Card and Driver’s License for further review to the Credit Department email address [email protected]. The agent instructs Mr*** to include new account number *** on the documentation Mr*** was invoiced for kWh of usage on June 03, 2015; not June 30, as stated in our initial response On July 3, 2015, our Collections Department contacted Mr*** regarding a past due balance in the amount of $31.18. Mr*** advised the agent the payment of $was made online on June 12, 2015. In addition, Mr*** provided payment reference number 1***. The agent advised Mr*** the payment of $posted to an inactive account. The agent further stated the payment of $would be transferred to the correct account number of ***. We apologize if Mr*** was provided conflicting information regarding managing his account online. However, it was necessary for Mr*** to re-create his online account as the initial account number *** was inactive; therefore, invalid. Mr*** statement in his rebuttal coincides with our records that he ended the call with the supervisor on July 3, Our records reflect a complaint analyst attempted to contact Mr*** by phone on July 7, 2015, July 8, 2015, and July 10, 2015; however, was unsuccessful in contacting him. Our records further reflect the analyst attempted to contact Mr*** by email on July 10, and July 21, For your convenience, the enrollment call sent with our initial response is attached. In addition, we have attached the call with Mr*** and a credit analyst *** Direct Energy Tulsa Office of the President - TX (855) 376-***.***@DirectEnergy.com

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
[ I opted in the rewards back in Dec of 2014.]
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
There is no documentation attached to Direct Energy's response. In the message I received the attachment box is blank. I am unable to comment on their documentation

Good Afternoon, Attahced is the resonse for review Thank you,

SUMMARY
OF INVESTIGATION:
Review of the disputed Direct Energy account
*** shows services at address *** *** *** *** *** ** *** were active from March 6, through March
16, 2015. The account closed for
nonpayment with a balance of
$
Our fraud analyst contacted Ms*** to provide a
contact phone number, explain the fraud process and to confirm her mailing
address to forward a fraud packet, which was mailed on June 8, 2015. Ms*** stated she will attain and
forward the required documentation as soon as possible. Once Ms***’s documents are received by
our fraud analyst, Direct Energy will be able to complete an investigation and
provide corrective actions as appropriate.
Once completed, a letter of final disposition will be forwarded to Ms
*** for her records.
COMPANY
RESPONSE:
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactoryIf Ms***
has any further questions regarding this matter, Direct Energy would be more
than happy to discuss this matter further

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
I will try to bullet point this to keep it somewhat short.DE: (Direct Energy, from here on it will be DE for short) On May 19, 2015, Mr*** contacted our Enrollment Center stating he applied online on May 18, 2015, to Switch services to Direct Energy for address *** *** *** *, Fort Worth, ** ***-***
Me: True.DE: He further states he received an email stating Direct Energy was unable to match the identification information provided in his online request for serviceMe: Untrue. All, the emails I received, all, directed me to set up my account, preferences and payment method. I never received any such email as described above and would like to see a copy, date and time stamped screen shot of said email. Not something drafted after the fact.DE: Mr*** provided account number ***, but was advised by the enrollment agent the account number was invalid. The agent processed a new enrollment and provided Mr*** with account number ***.Me: Untrue. The first agent called me to collect a debt on 07/03/15 that was already paid in full. The first agent spent several minutes looking for the payment I sent eleven days earlier than the payment was due. As she did that, I pulled up two tabs on my computerDE's website, and logged into my personal DE web page, and my bank website showing my all my transactions. First I gave her the date, and the amount the transaction posted which was actually 06/12/15, however I made the payment online the day before, that is my bank's processing time? whatever, it is beside the fact. The first agent did some type of amount search, any came up with nothing. She then instructed me to go go to account information, or the whatever the first tab is where the account number should be on the websiteShe asked what the account number wasI told her there was nothing by where it said account number. She said there has to beI told her I could take a screenshot of where the account number was blank, said I owed $ X amount , but it was also paid, and a reference number assigned by DE for receiving the payment. After several more minutes, she was able to find it. I ask where it wentshe replied it went to another account, but not to worry she would transfer the funds into my account and wave any late fees. Irritated, but content I thanked her. She then wanted me to sign out of my DE account and sign in again, I agreed. I tried to sign in but could not, the user name and password were saved, and written down, I tried multiple times to sign in. She then gave me a temp password and ask me to sign in with my full email address used for the DE account. I asked her a few questions as I wrote down the temp password. I asked her first, do I have to re-enter all of my account, preferences and payment method? She said I'm really not sure but I don't think so. After several attempts at signing in with my full email and new temp password, I was unsuccessful. We chatted and tried a few more times and she mentioned transferring me to another department to aid in signing back in. I asked to be transferred. She did. The second agent instructed me to use my entire email linked to DE and another temp password to sign back in. I asked again, if I had to reset up my account, preferences and payment method. She said no, everything should be fine. If I recall correctly after one maybe two tries I was successful signing in with my full email and second new temp password. I then started going through the pages. There was no history of payment and reference number like before, none of my preferences where set and my payment method was not set. I did however see a account number when I went to the first tab on my personal DE page Also a balance that included late fees and the amount I already paid. Starting to get angry after doing all of this on the phone for about fifty minutes, I asked to be transferred to a supervisor. Troy answered. He had virtually no clue of what I had already been through with the first two agents, nor the time spent from their call. He was very sarcastic is his responses, insinuating I did something wrong because the payment I made went to a *** account. I told him I have never heard of that and follow the emails to a T that were sent to guide me through the online set up, which was the only email I received nothing like DE claims "he received an email stating Direct Energy was unable to match the
identification information provided in his online request for service". I then asked for is ID number, which he gave. I also asked for the two agents before him agent numbers to which he replied, I can only see last names. I said so if you have seventeen Smiths' working there how do you know which is which? He the just started acting like a pompous jerk. He asks "look what do you want me to do?" I said I want my original username, and all of my account, preferences and payment method be transfer over to this new account that I was finally made aware of after talking to three people. He said I cant help you someone already has that username. I asked him to check to see if my information matched that account, he refused. I told him I don;t want details, just to check to see if my information matched. Again he refused. I then asked that my call be escalated, he refused by saying he was the floor supervisor and that is all I needed. I then asked for a corporate number. He refused to help in anyway, Livid I hung up.DE: The agent further states the new enrollment was flagged for additional verification by the Direct Energy Credit and Debt Team. The agent also states the credit check systems recognizes two enrollments for the same premise and flags the request for service as suspicious. The agent advised Mr*** to submit a copy of his Social Security Card and Driver’s License for further review to the Credit Department email address [email protected]. The agent instructs Mr*** to include new account number *** on the documentation.Me untrue I never submitted a copy of my SS card nor any ID. I would like to see proof of that as well.DE: Mr*** was invoiced for kWh of usage on June 03, 2015; not June 30, as stated in our initial response.Me And? I paid for it on June 11th, 2015, eleven days early. It Is not my fault your company set a a wrong or invalid account.DE: On July 3, 2015, our Collections Department contacted Mr*** regarding a past due balance in the amount of $31.18. Mr*** advised the agent the payment of $was made online on June 12, 2015. In addition, Mr*** provided payment reference number 1***. The agent advised Mr*** the payment of $posted to an inactive account. The agent further stated the payment of $would be transferred to the correct account number of ***Me: Untrue. The first, nor second agent ever said anything about a invalid account. Truethe first agent said the $would be transferred. Untrue. But "to your account", not a new or revised one, or a number.DE: We apologize if Mr*** was provided conflicting information regarding managing his account online. However, it was necessary for Mr*** to re-create his online account as the initial account number *** was inactive; therefore, invalid. Mr*** statement in his rebuttal coincides with our records that he ended the call with the supervisor on July 3, 2015.Me that is an apology? If it were necessary to create a new account, why was I not informed until Tony said something about a *** account over an hour into a call DE made trying to collect a paid debt. True. I did hang up on the floor supervisor for reasons mentioned above, including failing to escalate my call, blaming me for DE's errors, being a pompous jerk, and failing to provide a corporate number to escalate my grievanceDE: Our records reflect a complaint analyst attempted to contact Mr*** by phone on July 7, 2015, July 8, 2015, and July 10, 2015; however, was unsuccessful in contacting him. Our records further reflect the analyst attempted to contact Mr*** by email on July 10, and July 21, 2015.Me True. LC did try to contact me two or three times. However I sleep during her work hours. I call multiple times in an attempt to reach her however, she had just stepped away, was on another line, or out for the day, Untrue I never received a email on July 10/or on July 2015. I would like to see those emails. The only email I received from LC's office was from her saying they would respond via the Revdex.com.DE: For your convenience, the enrollment call sent with our initial response is attached. In addition, we have attached the call with Mr*** and a credit analyst.Me: Where is the recording sent?
Regards,
Mark ***

February 24, Dispute Resolution Team Revdex.com West Loop South Ste Houston, Texas Re: ***: *** *** Dear Team: We have received the customer’s complaint, and have addressed the situation with them directly
Sincerely, Carl *** Escalated Special Handling

Response to Revdex.com ***