Hard Exteriors Contracting

November 10,
2015
[Complaint No:
10926714] – Jamie [redacted]
Account #: 679247155
COMPLAINT
SUMMARY:
Ms.
[redacted] states she established a Deferred Payment Plan in September 20[redacted] and
remitted payment of $44.67. She states she was later advised the first payment of
her...

Deferred Payment Plan was not received, and the arrangement was broken. In
addition, Ms. [redacted] states she has not been receiving her Lite-Up Texas
discounts, and has been assessed two $29.95 Collection Recovery Fees.
SUMMARY
OF INVESTIGATION:
Ms. [redacted] has been a Direct Energy customer since
July 30, 2015 at [redacted] Ln, [redacted], Dallas, TX.
She previously resided at [redacted] St, Apt [redacted]
Dallas, TX since December 9, 2014.
From May 27, 2015 to August 2, 20[redacted] our records
reflect Ms. [redacted] utilized the Lite-up Texas discount while residing at her
previous premise; however, did not receive the discount during the respective
months after transferring services. This is likely due to Ms. [redacted] not
updating her new address with Lite-up Texas.
On September 25, 20[redacted] Ms. [redacted] spoke with an agent
and established a Deferred Payment Plan for the balance of $196.94. The agent
had also taken a payment of $44.67, the amount of her initial installment. Due
to an error, the payment was not correctly applied towards her Deferred Payment
Plan, and the plan broke on October 1, 2015.
On October 6, 20[redacted] she was issued a Disconnection
Notice for her past due balance of $148.31.
On October 21, 20[redacted] she was issued another
Disconnection Notice when she still possessed a past due balance of $148.31.
On October 27, 20[redacted] Ms. [redacted] was issued her
invoice. In addition to consumption charges, she was assessed two $29.95
Collection Recovery Fees associated with the previous Disconnection Notices
sent. These fees are disclosed in Direct Energy’s Terms of Service, as well as
the Disconnection Notices.
On November 9, 20[redacted] a complaint analyst waived both
Collection Recovery Fees, which will be reflected on her next invoice.
On November 4, 20[redacted] November 6, 20[redacted] and November
9, 20[redacted] a complaint analyst attempted to contact Ms. [redacted] without success.
COMPANY
RESPONSE:
Direct
Energy confirms from May 27, 2015 to August 2, 20[redacted] our records reflect Ms.
[redacted] utilized the Lite-up Texas 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
Lite-up Texas.
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 installment. Due
to an error, the payment was not correctly applied towards the Deferred Payment
Plan, and the plan broke on October 1, 2015. Which resulted in collection activities,
including two Disconnection Notices. Due 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 unsatisfactory. If Ms. [redacted] has any
further questions regarding this matter, Direct Energy would be more than happy
to discuss this matter further.

Revdex.com:  I can NOT see the letter from the company
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.  
[Provide details of...

why you are not satisfied with this resolution.]
Regards,

August 25, 2016 [Complaint No: [redacted]]  – [redacted] Account # [redacted]   COMPLAINT SUMMARY:   Ms. [redacted] states she has been double and triple charged by Direct Energy, and has not been refunded. Payments have been drafted from both her and her mother’s bank account....

Additionally, her mother’s bank account was also drafted for the amounts of $66.56 and $210.60. Ms. [redacted] further states that her mother is not associated with her account.   SUMMARY OF INVESTIGATION:   Ms. [redacted] had been a Direct Energy customer from August 21, 2015 to May 26, 2016 at [redacted].   On August 20, 2015, Ms. [redacted] contacted the Customer Service Department to inquire about energy prices for address [redacted]. The agent advised a deposit may be required based on her soft-based credit check. Ms. [redacted] did not proceed with an enrollment, stating she would call her current provider to learn more about her current rate.   On August 20, 2015, the same person called back from the same telephone number, then advising her name was [redacted]. Ms. “[redacted]” [redacted] performed an enrollment for [redacted]. She provided an email address and a Social Security Number.   On November 11, 2015, Ms. [redacted] ([redacted]) contacted the Customer Service Department and requested to establish automatic payments. Automatic payments have since been received on the account.   On May 19, 2016, [redacted] called to establish services at [redacted]., [redacted]. She provided the same Social Security Number, but provided a different email address. The existing account retained the previous email address given during the initial enrollment.   On May 20, 2016, Ms. [redacted] contacted the Customer Service Department to update her account to reflect her correct email address.   On May 25, 2016, we received an Inbound Drop for the [redacted] premise.   On July 15, 2016, we received an automatic payment for the amount of $136.34 [for [redacted]]. The same day, Ms. [redacted] submitted an additional payment for the same amount via the web. The duplicate payment was later refunded on July 20, 2016.   On August 15, 2016, we received an automatic payment for the amount of $169.71 [for [redacted]]. The same day, Ms. [redacted] submitted an additional payment for the same amount via the web. The duplicate payment was later refunded on August 18, 2016.   On August 23, 2016, a complaint analyst was able to speak with Ms. [redacted] regarding the investigation findings.   COMPANY RESPONSE:   Services for Ms. [redacted] were established with Direct Energy on August 21, 2015, following an enrollment performed by [redacted] using [redacted]’s name and Social Security Number. [redacted] provided her own email address, resulting in email correspondence being delivered to her.   [redacted] later established automatic payments on the account on November 11, 2015.   Ms. [redacted] enrolled services at her current premise on May 19, 2016, using her own personal information, which was already provided by [redacted]. [redacted] provided her own email address; however, the system failed to update, resulting in correspondence being delivered to [redacted].   [redacted] later submitted payments towards her account in addition to the automatic payments previously established. These duplicate payments were later reversed.   When reviewing [redacted]’s account, it was determined that payments of $210.60 and $66.56 made by [redacted] were associated with a different account.   On August 23, 2016, a complaint analyst was able to speak with Ms. [redacted] regarding the initial enrollment performed by [redacted], as well as the automatic payments that were previously initiated.   The analyst advised they payments of $66.56 and $210.60 drafted from Ms. [redacted]’s personal bank account were associated with a different account, further advising that [redacted] would need to contact the Customer Service Department to dispute the payments.   While the analyst expressed the above circumstances did not warrant a waiver, the analyst did advise that Direct Energy would waive her Early Cancellation Fee, should she establish service with a new provider.   If Ms. [redacted] has any further questions regarding this matter, Direct Energy remains available to assist.

Response to Revdex.com 11999074

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]

June 3, 2015
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
[redacted] states she was scheduled to start services at her new premise on May 1,
2015. She contacted Direct Energy on April 30, 2015 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 in. She requested to cancel the
move in. She later received an invoice for eight days of service.
 
COMPANY
RESPONSE:
 
[redacted] scheduled for services to begin on May 1, 2015 at [redacted]
 
[redacted] contacted Direct Energy on April 30, 2015 in an attempt to reschedule
her move in date. She was advised that the move in was already in progress and
that we could only return the premise to the previous provider. Before the
process could be completed, it was disrupted when an inbound drop was received
by Direct Energy May 7, 2015. [redacted] was sent her only invoice for the
premise on May 12, 2015 for the amount of $24.55.
 
A
complaint agent spoke with [redacted] on May 28, 2015. He advised that Direct
Energy will write off the account balance of $24.55. [redacted] was satisfied.

September 2,
2016
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states that two payments were made to Direct Energy for the amount of
$195.00. While her next invoice was not due until September 6, 2016,...

her
services were interrupted on August 25, 2016. When speaking with customer
service, she was advised that service would be restored in twenty-four hours.
 
SUMMARY
OF INVESTIGATION:
 
Ms. [redacted] has been a Direct Energy customer at
[redacted] since December 2, 2013.
 
On August 8, 2016, she was issued a Disconnection
Notice for the past due amount of $187.23, due August 19, 2016.
 
On August 18, 2016, we received two payments in the
amount of $195.00.
 
On August 22, 2016, the duplicate payment was
reversed at her request. Due to a system error, the Disconnection Order was
dispatched to the utility as a result of the payment reversal.
 
On August 25, 2016, her services were disconnected.
 
On August 26, 2016, a Reconnection Order was
dispatched after Ms. [redacted] reported the interruption to the Customer Service
Department. She was reconnected later that morning.
 
On September 1, 2016, a complaint analyst spoke with
Ms. [redacted] regarding the investigation.
 
COMPANY
RESPONSE:
 
Ms.
[redacted] was issued a Disconnection Notice for a past due amount on her
account. Two payments were received towards the account; however, one of the
payments was a duplicate. On August 22, 2016, the duplicate payment was
reversed. Due to a system error, a Disconnection Order was dispatched to the
utility, and Ms. [redacted] was disconnected on August 25, 2016.
 
After
speaking with the Customer Service Department on August 26, 2016, a
Reconnection Order was dispatched, and Ms. [redacted] was reconnected later that
same morning.
 
A
complaint analyst spoke with Ms. [redacted] and explained the Disconnection Order
was dispatched in error. To compensate for losses experienced due to the
interruption of service, the analyst offered to provide a $200.00 bill credit.
Ms. [redacted] accepted the credit and was satisfied.
 
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.

Sent: Thursday, July 30, 2015 8:46 AM To: drteam Cc: Office of the President - DER Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] -Additional Information   Hello,   [redacted] accepted an unbundled rate during a renewal call on October 4, 2014.  As the Transmission and Distribution Utility (TDU) may increase their charges each year, unbundling will eliminate [redacted] Retail Energy’s absorption of those TDU fees, by allowing the increases to be passed on to the customer as allowed by the Public Utility Commission of Texas.  In addition, the customer received a welcome kit which included an Electronic Facts Label (EFL) that disclosed all existing recurring AEP Central delivery charges, excluding state and local sales taxes, and the Gross Receipts Reimbursement. [redacted] Retail Energy deems no adjustments to the account are warranted.  Please find the attached supporting documentation. L.C. W[redacted] Direct Energy [redacted] Office of the President - **

July 14, 2015
[Complaint No:
[redacted]]  – [redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
**.
[redacted] is concerned she is being assessed an Early Cancellation Fee after her
contract was adjusted from thirty-six months to twelve...

months.
 
SUMMARY
OF INVESTIGATION:
 
**. [redacted] has been a Direct Energy customer at
[redacted], [redacted], ** since April 9, 2014.
 
**. [redacted] spoke with an agent on April 9, 2015 to
renew her rate. While rate options were discussed, **. [redacted] did not officially
agree to a new rate during the conversation. Due to agent error, a renewal was
inadvertently placed into effect. **. [redacted] was invoiced on May 20, 2015 and
June 2, 2015 according to the incorrect rate.
 
**. [redacted] contacted Direct Energy again on June 10,
2015 to have the issue corrected. An agent was able to adjust the rate on her
account to a one year contract including a base rate of $0.046/kWh.
 
**. [redacted]’s new rate became effective and she was issued
her next invoice on July 1, 2015 with the correct rate. Due to system
limitations, a $295.00 Early Cancellation Fee was automatically assessed.
 
Since receiving **. [redacted]’s concerns from the
Revdex.com, her July 1, 2015 invoice was reversed and re-billed
with the Early Cancellation Fee waived.
 
A complaint agent spoke with **. [redacted] on July 13,
2015. He advised the Early Cancellation Fee was waived, and a credit of $75.00 was
applied to her account. He explained this credit was to compensate for the
incorrect rate assessed (totaling $41.00), as well as an additional amount as a
goodwill gesture. **. [redacted] was satisfied.
 
COMPANY
RESPONSE:
 
**.
[redacted] spoke with an agent on April 9, 2015 in an attempt to renew her rate.
While an agreement was not met during the conversation the agent, in error,
processed a renewal for Ms. [redacted] with an incorrect rate and was invoiced
twice at the rate.  **. [redacted] later
spoke with an agent on June 10, 2015, who assisted in properly renewing **.
[redacted] on her current agreed rate. The rate update resulted in **. [redacted] being
automatically assessed a $295.00 Early Cancellation Fee on her July 1, 2015
along with her correct rate; however, the Early Cancellation Fee was later
waived.  A $75.00 credit was applied to
**. [redacted]’s account to compensate for the incorrect rate and for any
inconvenience this matter may have caused.
 
A
complaint agent spoke with **. [redacted] regarding the resolution. **. [redacted] was
satisfied.
 
Direct
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, Direct Energy would be more than
happy to discuss this matter further.

Good Afternoon, Please see the following response for review.  Thank you,
September 17,
2015
[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 $106 in past due charges. 
Ms. [redacted] states she had to be out of her apartment on March 10,
2015.  Ms. [redacted] states she had a $100
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 1[redacted] from December 22, 2014 to March 27,
2015.
 
Ms. [redacted] enrolled in a 12 month contract which
would end on December 15, 2015, and has a $200 Early Termination Fee.  A copy of the Electricity Facts Label is
attached.  Service began on December 22,
2014 after payment of $100 Deposit. 
 
On February 27, 2015, an invoice was issued in the
amount of $203.08 due by March 18, 2015. 
Charges included a past due amount of $123.00.  A copy of the invoice is attached.
 
On March 1, 2015, a Disconnection Notice was issued
for $123.00 due by March 12, 2105 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, 11 12, and 13, 2015.
 
A disconnect for Non-Payment was sent to the Market on
March 13, 2015 for service to be disconnected on March 17, 2015.
 
Service was disconnected on March 17, 2015.  A collection call message was left on March
17, 2015.
Collection calls were placed to Ms. [redacted] on March
20, 23, 23, and 23, 2015 with no answer. 
 
On March 23, 2015, Ms. [redacted] contacted Direct
Energy stating she was evicted from her apartment on March 6, 2015.  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, 2015. 
 
On March 29, 2015, the final invoice was issued in
the amount of $439.98 due by April 15, 2015. 
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, 2015.  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, 2015 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 2015. 
The analyst offered to credit the $200 Early Cancellation Fee and
advised Ms. [redacted] she was responsible for paying for the usage.  Ms. [redacted] was advised the $100 deposit was
applied to her final balance.  The
balance due after the Early Cancellation Fee was waived is $233.95.  Ms. [redacted] was advised she may contact our Customer
Service Center at 1-888-305-3828 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, 2014 to March 27, 2015.  Service was disconnected for Non-Payment on
March 17, 2015.  A Move Out was processed
on March 27, 2015 and the account was closed. 
The final invoice applied the $100 deposit to the outstanding balance, and
also included a $200 Early Cancellation Fee, which was later waived as a
gesture of goodwill.  The remaining
balance due is $233.95. 
 
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 unsatisfactory. If [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, 2015 Invoice
March
1, 2015 Disconnection Notice
March
29, 2015 Final Invoice
 
 
 
 
v

August 4, 2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states her account was automatically drafted a duplicate payment of
$241.47 on July 26, 2015. 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, 2014.
 
Our records reflect two payments of $241.47 were
submitted on July 26, 2015 via Ms. [redacted] Online Account Manager. We 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 check. This 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 process. The agent spoke
with Ms. [redacted] on August 3, 2015 and advised it may take around ten business
days to receive her refund check. In addition, a $100.00 goodwill credit was applied
to her account in the interest of customer service.
 
COMPANY
RESPONSE:
 
Our
records reflect two payments of $241.47 being submitted on July 26, 2015 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 days. In the interest of
customer service, a $100.00 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 unsatisfactory. If Ms.
[redacted] has any further questions regarding this matter, First Choice Power would
be more than happy to discuss this matter further.

April 20, 2017 [Complaint No: [redacted]]  – [redacted]Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states he was provided incorrect information regarding the referral bonus.  He further states he never received the bonus.  SUMMARY OF INVESTIGATION: Mr. [redacted] has been...

a Direct Energy customer at [redacted], since June 22, 2016. On June 22, 2016, Mr. [redacted] completed an online enrollment for service at [redacted] On July 25, 2016, Mr. [redacted] completed another online enrollment for service at [redacted]. On April 13, 2017, a complaint analyst initially spoke with Mr. [redacted] in regard to his Refer-A-Friend credits. He was advised that the credit is not applicable for enrolling his own accounts. On April 17, 2017, a complaint analyst was able to communicate with Mr. [redacted] regarding the resolution. COMPANY RESPONSE: A complaint analyst was able to communicate with Mr. [redacted] on April 17, 2017. A $100 Goodwill Credit was applied to his account in lieu of the Refer-A-Friend credits, and further explained the credits are only applicable when he refers another customer. Mr. [redacted] understood the policy and appreciated the resolution. We are unable to confirm whether Mr. [redacted] was given incorrect information regarding the Refer-A-Friend Program by an agent.  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.

February 3,
2016
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
Mr.
[redacted] states he contacted Direct Energy on July 31, 2015 to establish services
with a plan that included free weekends, using his debit card to pay...

for
services. He later learned that his services did not become active, and was
assessed charges from his apartment complex. Once he was able to get services
established with Direct Energy, he was then assessed charges that were not
consistent with the rate he agreed to.
 
SUMMARY
OF INVESTIGATION:
 
Our records reflect Mr. [redacted] enrolling services
with Direct Energy on July 16, 2015 at [redacted] [redacted] under
a plan that included free Saturdays. A soft credit check was assessed during his
enrollment. A soft credit check does not impact a person’s credit report. Mr.
[redacted] was assessed a $50.00 deposit, which he paid the following day.
 
On July 17, 2015, prior to services becoming active,
the enrollment was cancelled due to customer request. This is typically done
when the premise is acquired by another Retail Energy Provider.
 
On August 27, 2015, Mr. [redacted] contacted customer
service to inquire as to why services were not active with Direct Energy. He
was advised of the cancelled enrollment. A soft credit check was performed as
it is standard procedure for processing an enrollment. The assisting agent
performed a new enrollment and attempted to use the free Saturday rate
previously selected.
 
Mr. [redacted]’s free Saturday rate did not take effect
on his account. He was sent invoices on the following dates:
 
September 17, 2015
October 11, 2015
November 10, 2015
December 11, 2015
 
On December 18, 2015, a rate inquiry was initiated
to address Mr. [redacted]’s rate issue.
 
On December 21, 2015, Mr. [redacted]’s account was
updated to reflect the correct free Saturday rate. In addition, all previously issued
invoices were reversed, and re-billed according to the correct rate on December
28, 2015.
 
On February 1, 2016, a complaint analyst was able to
speak with Mr. [redacted] to discuss the enrollment cancellation, as well as the
rate issue that had since been resolved. Mr. [redacted] stated he agreed to a rate
that included both free Saturdays and Sundays, the analyst advised he would
review the call and contact Mr. [redacted] with an update.
 
Further review of the call confirmed Mr. [redacted],
while inquiring about free weekends, was advised by the agent that such a plan
was not available, and Mr. [redacted] agreed to a rate that included free
Saturdays. The analyst attempted to follow up with Mr. [redacted] on February 2,
2016 and February 3, 2016 without success.
 
In recognition of the inconvenience regarding the
rate issue a complaint analyst applied a goodwill credit to Mr. [redacted]’s
account in the amount of $127.41, leaving Mr. [redacted] an account balance of $0.00.
 
COMPANY
RESPONSE:
 
Mr.
[redacted] contacted Direct Energy on July 16, 2015 to establish services with a
rate that included free Saturdays. A soft credit check was performed, which
does not affect his credit report. He was assessed a $50.00 deposit, for which
he used his debit card to submit the payment.
 
Prior
to services becoming active, we received a customer requested cancellation,
which typically occurs when a customer enrolls with a new provider. As a
result, services did not become active.
 
Mr.
[redacted] later spoke with Direct Energy on August 27, 2015 to inquire about
services. He was advised a new enrollment would be required and was processed. A
soft credit check was performed as it is standard procedure for processing an
enrollment. A soft credit check does
not impact a person’s credit report.
 
The
agent attempted to use the same free Saturday rate Mr. [redacted] previously agreed
to; however, the system failed to apply the rate. As a result, he was issued four
invoices between September and December 2015 with the incorrect rate. These
invoices were later reversed and rebilled to the correct rate.
 
On
February 1, 2016, a complaint analyst was able to speak with Mr. [redacted] to
discuss the enrollment cancellation, as well as the rate issue that had since
been resolved. When Mr. [redacted] stated he agreed to a rate that included both
free Saturdays and Sundays, the analyst advised he would review the call and
contact Mr. [redacted] with an update.
 
Further
review of the call confirmed Mr. [redacted] was advised by the enrollment agent
that such a plan was not available, and Mr. [redacted] agreed to a rate that
included free Saturdays.
 
A
complaint analyst attempted to follow up with Mr. [redacted] on February 2, 2016
and February 3, 2016 without success.
 
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.

Revdex.com 10885575

August 4, 2015
[Complaint No:
[redacted]] – [redacted]
Account #:
[redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states she selected to remit a partial payment of $63.00; however,
$377.00 was drafted from her account. She is concerned she is having...

issues
receiving the refund after making a request.
 
COMPANY
RESPONSE:
 
Ms.
[redacted] has been a Direct Energy customer since November 16, 2011at [redacted] S [redacted]
St, [redacted], TX.
 
She
was sent her most recent invoice on July 21, 2015 for the amount of $314.09.
 
Our
records reflect Ms. [redacted] submitted a payment online for the balance. In
addition, she selected to include a $63.00 donation with her payment. As a
result, the total amount of $377.09 was withdrawn from her financial
institution.
 
At
the request of Ms. [redacted], a payment correction was logged on July 29, 2015 to
refund the entire amount of $377.09. While these funds are typically returned
within several business days, the refund process may take up to twenty business
days to complete.
 
A
complaint agent attempted to contact Ms. [redacted] without success to advise the
refund has been processed and her funds should be returned soon.
 
If
Ms. [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.

April 25, 2016 [Complaint No: [redacted]]  – Trevor [redacted] Account # [redacted]   COMPLAINT SUMMARY:   Mr. [redacted] states he received a statement from Direct Energy advising he owed $57.22 when his final account balance was $50.44. Mr. [redacted] states he contacted the third party...

agency who acquired the debt to resolve the debt without success. He further states Direct Energy has reported information that has negatively impacted his credit score.   SUMMARY OF INVESTIGATION:   Mr. [redacted] had been a Direct Energy customer at [redacted] from July 9, 2014 to October 24, 2014.   On October 16, 2014, he was issued an invoice for the amount of $50.44. This invoice included current consumption charges of $70.20, and a previous credit balance of $19.76.   On October 26, 2014, Mr. [redacted] was mailed his final invoice for the amount of $57.22, due November 12, 2014. This invoice included consumption charges of $6.78, and a previous balance of $50.44.   Between November and December 2014, notes reflect Mr. [redacted] contacting Direct Energy to advise he satisfied his final balance. Agents were unable to locate a payment and requested he submit a copy of his bank records. Account notes do not reflect the receipt of these documents.   On December 15, 2014, Mr. [redacted] unpaid debt was forwarded to a third party collection agency.   On April 25, 2016, a complaint analyst was able to speak with Mr. [redacted] and advise a copy of his bank statements were required to attempt a payment trace. Mr. [redacted] advised he would provide the documents within the next week.   COMPANY RESPONSE:   Mr. [redacted] unpaid final account balance of $57.22 was forwarded to a third party collection agency on December 15, 2015 after Direct Energy agents were unable to perform a payment trace as account notes did not reflect the receipt of the requested documents.   A complaint analyst was able to reach Mr. [redacted] on April 25, 2016 and advised the documents are required to trace the missing payments. Mr. [redacted] stated he would provide the documents to the analyst within a week.   At this time, we are currently awaiting the documents and will follow up with Mr. [redacted] at a later time. Tell us why here...

May 2, 2017[Complaint No: [redacted]]  – [redacted]Account # [redacted] COMPLAINT SUMMARY: Ms. [redacted] states she enrolled service at the incorrect address with First Choice Power. On April 13, 2017, she states she canceled service with First Choice Power and enrolled with a...

different provider. She further states she was advised by First Choice Power that her $25 payment would be refunded in four to six weeks. She states she later received further text messages from First Choice Power stating she is being charged for service and was assessed a $2.33 fee for first time renters. She states that she contacted First Choice Power once again and was advised service still needed to be canceled. Ms. [redacted] states the account was placed under investigation. She states the account reached a negative balance of $292.05, and she was advised she would be responsible for the charges when communicating with an agent via email on April 21, 2017. SUMMARY OF INVESTIGATION: On April 9, 2017, Ms. [redacted] enrolled service with First Choice Power Power-To-Go at [redacted] via the web. A payment in the amount of $25.00 was received. On April 12, 2017, we received a request from Constellation to return the premise. On April 13, 2017, the account became active. Ms. [redacted] was assessed a $2.33 Standard Move In Fee, leaving her with a balance of $22.67. Later on April 13, 2017, notes reflect Ms. [redacted] speaking with an agent who advised an Inadvertent Switch had been logged which would result in the cancelation of the account. On April 17, 2017, account notes reflect Ms. [redacted] speaking with an agent about the status of the cancelation. Account notes reflect she was advised the Inadvertent Switch Process was still pending. Further notes reflect her speaking with an additional agent who educated her on the Standard Move In Fee. On April 21, 2017 and April 22, 2017, notes reflect agents communicating with Ms. [redacted] via email, advising her that the account cancelation is still pending due to the Inadvertent Switch process. On April 25, 2017, a complaint analyst attempted to reach Ms. [redacted] without success. On April 27, 2017, the Inadvertent Switch Process completed. The address was transferred back to the previous provider, and Ms. [redacted]’s account was closed. The charges assessed while service was active with First Choice Power had been written off, leaving Ms. [redacted] with a balance of $22.67. On April 28, 2017, her Standard Move In Fee was refunded, leaving her with her initial balance of $25.00. A complaint analyst attempted to reach Ms. [redacted] without success. On April 29, 2017, a refund was issued back to her debit/credit card for the amount of $25.00, which may take up to five business days to complete. On May 1, 2017, a complaint analyst attempted to reach Ms. [redacted] without success. COMPANY RESPONSE: Per the Inadvertent Switch process, charges assessed while service was active with First Choice Power have been written off. As a courtesy, her Standard Move In Fee was also waived, refunding her the full $25.00 payment she originally made when establishing the account. First Choice Power 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, First Choice Power 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 [redacted], and have determined that Direct Energy would not resolve my complaint.  
The enclosed email is completely avoiding the fact that I never...

contracted with Direct Energy. I have not been successful in reaching them by phone, despite their claim that I was able to reach a customer service representative.
They are attempting to force me to accept their contract. I will continue to fight this.
Regards,

June 2, 2015
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
[redacted] is attempting to receive a reimbursement for a double payment of $249.22
made to her account.
 
COMPANY
RESPONSE:
 
[redacted]...

had been a Direct Energy customer since December 2004 at [redacted], [redacted], **.
 
[redacted] switched providers on April 28, 2015. She was sent her final invoice on
April 29, 2015 for the amount of $249.22.
 
[redacted] remitted payment for the full amount on May 18, 2015. Due to a system
error, the amount was drafted twice.
 
[redacted] spoke with a customer service agent in regards to the double payment.
The agent logged a reimbursement process, which would result in a check being
mailed to [redacted].
 
After
receiving [redacted]’ concerns from the Revdex.com, a complaint
agent spoke with her on June 1, 2015. He advised that he cancelled the check
from being sent, and instead reversed the funds back to her card used to make
the payment. He advised that the process can take up to seventy-two hours to
complete.
 
Direct
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, Direct Energy would be more than
happy to discuss this matter further.
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