Hard Exteriors Contracting

July 21, 2015
[Complaint No:
Revdex.com [redacted]]  – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
 
[redacted] states she is a [redacted] Retail Energy Power to Go customer.  She further states she currently pays
$0.079/kWh plus a $0.33 daily fee.  She...

states
her daily read as of July 10, 2015,  was
for usage of 55 kWh for total  charge of
$6.11. She states she is being overbilled for services.  [redacted] states she has contacted Direct
Energy’s Customer Care Center multiple times regarding this issue without
success.
 
SUMMARY
OF INVESTIGATION:
 
[redacted] has been a [redacted] Retail Energy Power to Go customer since March 31,
2014.  She began services at [redacted].
 
On
July 13, 2015, [redacted] Retail Energy generated usage for July 10, 2015 in the
amount of $6.11.  The breakdown of charges
is as follows:
 
·        
Daily
Fee $0.3300
·        
Consumption
Billing $4.3400
·        
AEP
Central Customer charge $0.3000
·        
AEP
Central Delivery charge $2.1900
·        
LIDA
Discount $-1.3500
·        
GROSS
RECEIPTS REIMB  $0.1430
·        
TX
PUC ASSESSMENT  $0.0120
·        
CITY
SALES TAX  $0.1460
 
On July 11, 2015, [redacted] contacted our
Customer Care Center stating she was being billed incorrectly.
 
A complaint analyst attempted to contact [redacted] to provide the findings of the investigation without success.
 
COMPANY
RESPONSE:
 
[redacted] Retail Energy deems [redacted] was validly invoiced for usage received from
AEP Central.  In addition to [redacted] Energy Charge of $0.079/kWh and Daily Fee of $0.33, the Daily Usage charges
are comprised of Sales Tax, Miscellaneous Gross Receipts Tax Reimbursement
(MGRT), and PUCT Assessment fee.  Our
records reflect [redacted] contacted our Customer Care Center on November 19,
2014, inquiring about Transmission and Distribution Utility (TDU) delivery
charges.  However, prior to July 11,
2015, we have no records to support [redacted]’s assertion that she contacted
CPL Retail Energy regarding her concerns of being overcharged.
 
A
complaint analyst attempted to contact [redacted] without success.
 
[redacted]
Retail Energy prides itself on maintaining a high level of customer service,
and we regret anything that may have been considered unsatisfactory. If [redacted] has any further questions regarding this matter, [redacted] Retail Energy would
be more than happy to discuss this matter further.

Sent: Monday, September 21, 2015 4:29 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 $14.55 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 addressee. If 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 it. It may contain information which is confidential and/or covered by legal, professional or other privilege under applicable law. If you have received this email in error, please notify us immediately by return email. The 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.

June 14, 2016 [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 Energy. She states she paid the final bill. Ms. [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, 2011.   On March 1, 2016, Ms. [redacted] remitted payment in the amount of $187.00 via our Interactive Voice Response (IVR) phone system. The payment left Ms. [redacted] with an account balance of $128.78.   On March 2, 2015, Ms. [redacted] requested a Move Out due to a move. We are currently unable to locate the call to determine if a forwarding address was given. No account notes reflect any further contact from Ms. [redacted].   On March 6, 2015, she was mailed a final invoice for the amount of $224.76. This invoice included current consumption charges of $95.98, and a previous balance of $128.78. This invoice was mailed to Ms. [redacted]’ account service address.   On May 21, 2015, the final unpaid balance was forwarded to a to a third party collection agency.   On June 26, 2015 and July 24, 2015, records reflect Ms. [redacted] remitting payments in the amount of $37.46 to the third party agency, leaving her with a remaining balance of $149.84.   Between June 8, 2016 and June 14, 2016, a complaint analyst has communicated the above information via email with Ms. [redacted]. 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 $95.98 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 move. This 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.

Good Afternoon, Attached is the response for your review.  Thank you,
DATE:  May 22, 2015
[Complaint No [redacted]] 
– [redacted]
Account #:  [redacted]
 
COMPLAINT SUMMARY:
 
[redacted] states she contacted Direct Energy (DE) on May
13,...

2015 to inquire about an [redacted] Delivery Charge for $80.53.  Ms. [redacted] states she was advised the charge
is an [redacted] charge to delivery electricity to her premise.  She states she feels the charge does not give
enough detail because it is not broken down. 
Ms. [redacted] states she contacted DE on April 22, 2015 to inquire when
she would receive an online reward she signed up for in via her online account
manager.  She states she should receive a
$25 reward and be provided an explanation of the [redacted] Delivery Charge.
 
SUMMARY OF INVESTIGATION:
 
Direct Energy (DE) confirms [redacted]
[redacted] and Brian [redacted] have been customers at [redacted] since September 16, 2004. 
 
On April 23, 2015 Ms. [redacted] completed
an online renewal for a 24 month Free Power Saturday plan with an average price
of $0.085/kWh and an Energy Charge for $0.060/kWh.  The Electrical Facts Label (EFL) was mailed
to Ms. [redacted] which details the [redacted] Delivery Charges of $5.25 per month and
$0.0329/kWh.  A copy of the EFL sent to
the customer and her online renewal is attached.
 
On April 27, 2015 Ms. [redacted] opted into
the Shoppers Reward Program through her online account manager.  The customer will be notified of the first
reward eligibility after 6 months of on-time payments from the reward selection
date. An email will be issued that prompts her to select the gift card.  At present, Ms. [redacted] has not met the
criteria to receive the reward.
 
On May 12, 2015 an invoice was processed
for $145.38, due May 29, 2015.  A copy is
attached.
 
Ms. [redacted] contacted customer service
on May 13, 2015 to inquire about her delivery charges.  She asked to speak to a supervisor and was
transferred.  The account was reviewed;
however, Ms. [redacted] stated she was not told about the delivery charges when
she selected her rate online.  She wanted
a breakdown to the penny of the charges and it was explained that information
is a tariff rate and is submitted monthly to DE from [redacted] for billing. 
 
On May 14, 2014 a Revdex.com
complaint was received and a hold was placed on the account.
 
Ms. [redacted] was reached on May 18,
2015.  The EFL she received was
reviewed.  Charges detailed in the EFL
for [redacted] Electric Delivery Charges are $5.25 per month and $0.0329/kWh.  The calculation using her invoiced kWh was
provided and she was satisfied with the explanation.
 
Ms. [redacted] was advised she has not yet
reached her 6 month eligibility time frame to be notified of a reward.  When 6 months of on-time payments from the
reward selection date of April 27, 2015 is reached she will be notified to
select her choice of a reward.  Ms.
[redacted] stated she understood the Reward criteria.
 
COMPANY RESPONSE:
 
Direct Energy (DE) has verified that Ms. [redacted] selected and
renewed on-line April 23, 2015.  She was
emailed the Electricity Facts Label confirming her selection of a 24 month Free
Saturday rate. 
 
Ms. [redacted] opted into a Shoppers Reward program on April 27,
2015.  When 6 months of on-time payments
are received, Ms. [redacted] will receive notification in to select her reward of
choice. 
 
The resolution was provided to Ms. [redacted] on the telephone by the
analyst and she confirmed her understanding and agreed with the explanation.
 
Direct Energy (DE) prides itself on maintaining and exceeding a
high level of customer service, and we regret anything that may be considered
below satisfactory. If [redacted] has any further questions regarding
this matter, DE would be more than happy to discuss
this resolution further.
 
Attachment:
Electricity
Facts Label
May
12, 2015 Invoice
 
 
 
 
 
 
 
 
v

[Complaint No:
Revdex.com[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states her parents were
approached by a door to door salesman.  She
states her parents signed up to Switch their services to Direct Energy.  Ms. [redacted]...

further states the agent asked
for five family members who might be interested in switching to Direct
Energy.  She further states  all family members provided as references
were switched to Direct Energy without their consent.    Ms. [redacted] states she received
notification from ERCOT that her electric provider had changed.   She further states the agent employed
deceptive business practice to switch her and her family’s services to Direct
Energy.
 
SUMMARY
OF INVESTIGATION:
 
On August 3, 2015, a person identifying herself as
[redacted], spouse of the account holder, processed an enrollment to Switch
services to Direct Energy for the following premises:
 
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
 
On August 8, 2010, Direct Energy submitted requests
to return the above mentioned premises to the previous provider.
 
On August 17, 2015, Direct Energy waived the charges
on all affected accounts.
 
On August 17, 2015, a complaint analyst spoke with
Ms. [redacted] to provide the findings of our investigation.
 
COMPANY
RESPONSE:
 
On August 3, 2015, a person identifying herself as
[redacted], spouse of the account holder, processed an enrollment to Switch
services to Direct Energy for the following premises:
 
·         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
*         [redacted]
 
 
On August 8, 2010, Direct Energy submitted requests
to return the above mentioned premises to the previous provider.  As a courtesy, all charges on the account
will be waived.
 
A complaint analyst spoke to Ms. [redacted] to
provide the findings of our investigation.
 
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.

[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 [redacted], 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 [redacted], 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 [redacted], and have determined that this proposed action would not resolve my complaint.  This is bogus. Last year my bill was never this high. Why are they all of a sudden charging additional fees without notifying me. I am being forced to be without AC.I do not wash not dry. And I am literally without using any light and still I'm being charged more than when I used my heater this past winter. Why did these charges incur when last yr I was paying much less. When did [redacted] notify us of these additional charges. Now I have contacted [redacted] and they direct me to A&P. I 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,

DATE: July 28,
2015Complaint
No: [redacted] – [redacted]COMPLAINT SUMMARY:Ms. [redacted] states a Direct Energy door to door agent provided
misleading information.  Ms. [redacted] is
requesting her service not be switched to Direct Energy.  SUMMARY OF INVESTIGATION:[redacted]...

is not currently
enrolled with Direct Energy.We forwarded the concern to our Sales
Quality team for further review.  We are
speaking with the agent who visited with Ms. [redacted] regarding his
presentation and coaching him to ensure all of Direct Energy’s policies and
procedures are followed. We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this complaint, we
did not attempt to contact Ms. [redacted] further.COMPANY RESPONSE:[redacted] is not currently enrolled with Direct
Energy.  We added Ms. [redacted]’s contact
information to our internal Do Not Contact listings.Due to the nature of this
complaint, we did not attempt to contact Ms. [redacted] further.Direct Energy prides itself on maintaining a high level of
customer service, and we regret anything that may be considered below
satisfactory. If Ms. [redacted] has any further questions regarding this resolution,
she may contact us at 1-866-670-6771, and Direct Energy will be more than happy
to discuss this resolution further.

Revdex.com:
This letter is to inform you that First Choice Power has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/6/2016 and assigned ID [redacted]
Regards,

[redacted]
[Complaint No: [redacted]] 
– [redacted]
Account # [redacted]
 
COMPLAINT SUMMARY:
Ms. [redacted] states due to a Direct Energy system error her service
was disconnected. She states she paid her bill online and was then asked to
prove her payment by providing bank statements. Ms. [redacted] states she was
without service overnight and lost all of her groceries. She states she feels she
should be reimbursed for this loss due to the error being on the side of Direct
Energy.
 
COMPANY RESPONSE:
Direct Energy records confirm that Ms.
[redacted] previously held a postpaid account with Direct Energy and then moved to
our prepaid product. During this transition the proper account number was not
updated within our payment processing system. This caused Ms. [redacted]’s payments
to be routed to her previous postpaid account and created a negative balance on
her prepaid account that caused a disruption of service.
 
Bank statements are always requested
when attempting to locate missing payments, but were not needed due to further
research revealed the payment system issue. Direct Energy reached out to Ms.
[redacted] on [redacted] and advised her that the issue had been resolved and
that she would be provided a $75.00 credit for the loss of food or she would be
allowed to submit receipts for her losses should they be greater than $75.00.
Ms. [redacted] accepted the $75.00 credit as an acceptable resolution.
 
Direct Energy prides itself on maintaining and exceeding a high
level of customer service, and we regret anything that may be considered below
satisfactory. If Ms. [redacted] has any further questions regarding this matter, Direct Energy would be more than happy to discuss
this matter further.

SUMMARY
OF INVESTIGATION:
 
On May 19, 2015, Mr. [redacted] contacted our Enrollment
Center stating he applied online on May 18, 2015, to switch services to Direct
Energy for address [redacted], Fort Worth, [redacted]-[redacted]. He further
states he received an email stating the...

application was unsuccessful, and
advised him to contact Direct Energy for further assistance.  Mr. [redacted] provided account number [redacted],
but was advised by the enrollment agent the account number was invalid.  The agent processed a new enrollment and
provided Mr. [redacted] with account number [redacted].  The agent further states the new enrollment
was flagged for additional verification by the Direct Energy Credit and Debt
Team.  The agent advised Mr. [redacted] to
submit a copy of his Social Security Card and Driver’s License for further
review.
 
On May 19, 2015, Direct Energy received notification
the enrollment was unsuccessful due to a fraud alert for the above mentioned
address.
 
On May 20, 2015, a Direct Energy credit analyst
attempted to contact Mr. [redacted] regarding the credit exception.
 
On May 20, 2015, a Direct Energy credit analyst
spoke with Mr. [redacted] and requested a fax copy of his Social Security Card and
Driver’s License. The agent further stated once the requested information was
verified he would be notified of the enrollment completion, and deposit
requirement if applicable.
 
On May 20, 2015, a credit analyst notified Mr. [redacted]
that no deposit is required.  The analyst
confirmed the second enrollment was a success.
 
On June 30, 2015, Direct Energy invoiced Mr. [redacted]
for 310 kWh of usage received from [redacted] in the amount of $31.18, due by June
22, 2015.
 
On June 11, 2015, an online payment in the amount of
$31.18 posted to inactive account [redacted].
 
On July 3, 2015, our Collections Department
contacted Mr. [redacted] regarding a past due balance in the amount of $31.18.  Mr. [redacted] advised the agent the payment of
$31.18 was made online on June 12, 2015. 
In addition, Mr. [redacted] provided payment reference number 1[redacted].  The agent advised Mr.
[redacted] the payment of $31.18 posted to an inactive account.  The agent further stated the payment of
$31.18 would be transferred to the correct account number of [redacted].  Mr. [redacted] further stated following a password
reset he was unable to access his online account.  The agent advised Mr. [redacted] to speak with our
Customer Care Center regarding difficulty accessing his online account.  Our records reflect Mr. [redacted] was transferred
to customer service.
 
On July 3, 2015, Mr. [redacted] spoke to a customer
service agent.  He stated he made a
payment to an inactive account. Mr. [redacted] further stated he experienced
difficulty updating the username for his online account.  The agent advised Mr. [redacted] our records reflect
the username already exists.  Mr. [redacted]
requested to speak with a supervisor. 
Our records reflect the call was transferred to a supervisor.
 
On July 3, 2015, Mr. [redacted] requested a new username
for his online account.  The agent stated
we are unable to accommodate his request for a new username as the username he
requested was taken.  The agent
reiterated a transfer was in progress to transfer a payment of $31.18 to the
correct account.  Mr. [redacted] stated his
dissatisfaction with the process and ended the call.
 
On July 7, 2015, a payment in the amount of $31.18
was transferred from inactive account number [redacted] to active account
[redacted].
 
A complaint analyst attempted to contact Mr. [redacted]
on July 7, 2015, July 8, 2015, and July 10, 2015; however, was unsuccessful in
contacting him.  Voicemail messages were
left requesting he contact the analyst. To date the analyst has not received a
return call.
 
COMPANY
RESPONSE:
 
Mr.
[redacted] completed an enrollment on May 19, 2015, for premise [redacted]
S, Fort Worth, [redacted]-[redacted]. However, the enrollment was postponed due to a
fraud alert for the aforementioned address. 
On May 20, 2015, a Direct Energy credit analyst requested Mr. [redacted]
submit a copy of his Social Security Card and Driver’s License. Once the
information was verified the enrollment was processed.  Due to agent error a second enrollment was processed
which resulted in the creation of a second account number [redacted]. The
creation of the second account caused the initial account [redacted] to become
inactive.  On July 7, 2015, the payment
of $31.84 was transferred to the active account [redacted].  In addition, per Mr. [redacted] initial username was
reinstated.
 
A
complaint analyst attempted to contact Mr. [redacted] to no avail.
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.

Response to Revdex.com Case [redacted]Good Afternoon,The account belonging to Lorraine [redacted] is cancelled and will not begin service with Direct Energy.  For full investigation details, please see the attached response.Sincerely,Direct Energy Office of the President Department

Please find attached our response to Ms. [redacted]'s concerns and supporting documentation.  If we can be of further assistance, please feel free to contact us at 1-866-670-6771 Office of the President Department [redacted] Services

August 6, 2015
[Complaint No:
[redacted]]  – [redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states after enrolling services, she was disconnected three days later. Ms.
[redacted] states she received a $50.00 credit; however, is seeking...

further
compensation due to the food loss which occurred, while she was without service
for one day.
 
SUMMARY
OF INVESTIGATION:
 
Mr. [redacted] contacted Direct Energy on July 27, 2015
and established services for [redacted]. Services were
established the following day on July 28, 2015.
 
Previously, services were established under a
different Direct Energy account holder, [redacted], who occupied the premise
along with Mr. and Ms. [redacted].
 
While services became active under Mr. [redacted]’ newly
established account, Ms. [redacted]’s account did not finalize until July 29, 2015.
Due to timing, Ms. [redacted] transferred services to a new premise, which generated
a Move Out for the premise shortly before the account finalized. As a result,
services were disconnected on July 30, 2015.
 
After Ms. [redacted] spoke with a Direct Energy agent,
services were re-established the following day.
 
Since the account establishment, Mr. and Ms. [redacted] were
issued two invoices on August 4, 2015, for services between July 28, 2015 and
August 3, 2015.
 
A complaint agent spoke with Ms. [redacted] on August 6,
2015 to discuss the matter. The agent agreed to write off the amount of $40.93,
the combined amount of the invoices issued on August 4, 2015. Because Ms. [redacted]
was disconnected for more than twenty four hours, the agent offered further
compensation by placing a $300.00 credit on her account. Ms. [redacted] was
satisfied.
 
COMPANY
RESPONSE:
 
Mr.
[redacted] established services at for [redacted] on July
27, 2015, which had previously been established under another Direct Energy
account; Ms. [redacted]’ services became effective the following day. The existing
Direct Energy account, for the same premise, had not finalized transferring
services to the new premise, as a result when the Move Out order was
successfully completed on the account Mr. [redacted]’ service was disconnected.
Services were reconnected the following day, once Direct Energy was made aware
of the situation.  A $300.00 credit for
food spoilage was applied to Mr. [redacted]’ account, and Ms. [redacted] was satisfied.
 
A
complaint agent spoke with Ms. [redacted] on August 6, 2015 and provided our
resolution.
 
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Mr. and Ms.
[redacted] have any further questions regarding this matter, Direct Energy would be
more than happy to discuss this matter further.

August
14, 2015
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, 2015
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 90 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 unsatisfactory. If you have any
further questions regarding this matter, [redacted] would be more than
happy to discuss this matter further. Thank you.
Sincerely,
Laura
Office
of the President
[redacted]
v

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.  
I found no response attached in the email I was sent. Other than that, I was contacted by the company on Thursday October 1, 2015. Their representative offered no resolution to the problem other than to offer the same response I received initially. I tried to make her understand that I was well aware that I signed a contract that stated there would be a fee for the thermostats if I ended the term early. However, when their salesman informed me that I could potentially be charged by [redacted] for the thermostats, I asked if the fee would be waived if I returned the items. He said yes. Any information I read following the salesman's claim that I could return the thermostats was not fully understood as I was under the impression that the thermostats should simply be returned before cancelling service. Also, [redacted] stresses that they do not have a cancellation fee. This is not the case, either. Their cancellation fee is $200 for their thermostats, even though it isn't framed that way. What's more, the [redacted] salesman looked at my bill and said that the rate they charged was cheaper, and he also claimed to be a "preferred provider" of First Energy/Toledo Edison company which was not the case. I feel like the entire sales call was disingenuous and misleading. I do not doubt a bit of ignorance on my part with the entire process of switching utility suppliers, and trusted that this man from a supposed reputable company would be the consultant he was intended to be and at least offer honesty and if nothing else, full knowledge of his product before selling it. Their solution of giving me a phone number to call Nest to attempt to return it is not acceptable. They need to waive the $200 fee, and hopefully, accept return of the merchandise.
Regards,DeQuaina [redacted]

Please find attached our letter of response to Ms. [redacted]'s concerns.  If we can be of further assistance, please feel free to contact us at 1-866-670-6771.Office of the President DepartmentDirect Energy Services

Our records reflect that Mr. [redacted]'s concerns were previously addressed and resolved through a complaint placed with CT PURA.  The details of the complaint received from the Revdex.com appear to be dated during the same time as the PURA complaint, thus we have attached a copy of the PURA...

Complaint, our responses and supporting documentation.  If this does not resolve the complaint or if Mr. [redacted] needs further assistance, he may contact our Office of the President Department at 866-670-6771 and refer to case #[redacted].  Thank You!Office of the President DepartmentDirect Energy Services

July 30, 2015
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
COMPLAINT
SUMMARY:
Ms.
[redacted] states she submitted payment online for her June invoice.  She further states she noticed Direct Energy
drafted an additional $50.00 from her bank account...

without her consent.  Ms. [redacted] states she contacted Direct
Energy to request the return of her funds. 
She states an agent advised the funds would be returned to her account
within 1 to 2 business days.  Ms. [redacted]
states she contacted Direct Energy again as the funds were not refunded within
the 1 to 2 business days.  She states an
agent advised the funds were returned to her bank account on June 18,
2015.  Ms. [redacted] states she was advised
by her financial institution of 3 to 5 business days for the funds to be
reflected on her account.  She states
Direct Energy contacted her on July 20, 2015, regarding her account.  She further states during the call she
inquired about the status of the refund in the amount of $50.00.  Ms. [redacted] states the agent refused to
provide the status of the refund and ended the call.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 20, 2009.  She began services at:
[redacted] [redacted] July 20,
2009 to July 16, 2010
[redacted] [redacted] July 1,
2010 to March 31, 2015
[redacted] [redacted]   March 27, 2015 to Present
On May 8, 2015, Direct Energy invoiced Ms. [redacted] for
477 kWh of usage received from [redacted] in the amount of $42.28, due by June 17,
2015.
On June 9, 2015, Direct Energy invoiced Ms. [redacted]
for 558 kWh of usage received from [redacted] in the amount of $46.53, due by July
17, 2015.
On June15, 2015, an online payment of $42.81 posted
to Ms. [redacted]’s account.
On June 16, 2015, an online payment of $50.00 posted
to Ms. [redacted]’s account.
On June 16, 2015, Ms. [redacted] contacted our Customer
Care Center stating Direct Energy drafted a payment from her account without
her consent.  Ms. [redacted] requested to
speak with a supervisor.  Our records
reflect Ms. [redacted] disconnected the call while waiting to speak with a
supervisor.
On June 16, 2015, Ms. [redacted] made a second call to
our Customer Care Center inquiring why two payments were drafted from her
account.  Our records reflect Ms. [redacted]
disconnected the call before the agent had the opportunity to provide an
explanation.
On July 11, 2015, Ms. [redacted] contacted our Customer
Care Center requesting to review her monthly invoice.  She advised the agent she has not been
credited for the $50.00 unauthorized draft from her account.  The agent advised the payment was reversed on
June 18, 2015.  Ms. [redacted] requested to
speak with a supervisor and the call was transferred.  Ms. [redacted] advised the supervisor she did
not authorize the payment of $50.00.  She
further stated the funds were not returned to her card.  The supervisor reiterated Direct Energy’s
record of the payment having been reversed on June 18, 2015.  The supervisor advised Ms. [redacted] to submit
documentation to support that funds were not reversed to her account so further
investigation could be completed.
On July 20, 2015, our Collections Department
contacted Ms. [redacted] to advise of an overdue balance of $46.00 and total
account balance of $124.44.  Ms. [redacted] stated
a payment of $50.00 was drafted from her account without her consent.  The agent advised the payment was
reversed.  Later the same day, Ms.
[redacted] contacted our Collections Department and was advised of a past due
balance in the amount of $46.00; total account balance in the amount of
$124.44.  Ms. [redacted] inquired about the
status of the $50.00 payment reversal. 
The agent advised the payment was reversed.  Ms. [redacted] stated the payment had not yet
been returned to her account.  Ms.
[redacted] became agitated and began to use inappropriate language.  As a result, the agent ended the call.
A complaint analyst spoke to Ms. [redacted] on July 29,
2015, to provide the findings of the investigation.
COMPANY
RESPONSE:
Our
records reflect a payment in the amount of $42.81 was initiated online on June
15, 2015.  Our records further reflect a
second payment of $50.00 was initiated online on June 16, 2015.  On June 16, 2015, Ms. [redacted] notified Direct
Energy of the second payment.  On June
18, 2015, in the interest of customer service Direct Energy processed a
reversal in the amount of $50.00.  Our
records reflect Ms. [redacted] was advised on several occasions to submit
documentation to support that funds were not returned to her bank account.  Direct Energy has no record of receiving the
requested documentation.
We
recommend Ms. [redacted] provide trace # [redacted] to her financial
institution as a means to assist them in locating the funds reversed to her
account by Direct Energy.
A complaint analyst spoke with Ms. [redacted] to
provide the findings of the investigation.
Direct
Energy prides itself on maintaining a high level of customer service, and we
regret anything that may have been considered unsatisfactory. If Ms. [redacted] has
any further questions regarding this matter, Direct Energy would be more than
happy to discuss this matter further.