Hard Exteriors Contracting

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.

October 1,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
 
COMPLAINT
SUMMARY:
 
Ms.
[redacted] states she often makes payments to her account on the date she is to be
disconnected. While successful in the past, she was recently disconnected as...

a
result. In December 2014, Ms. [redacted] states she made a payment on December 1,
2014; however, was disconnected the following day.
 
SUMMARY
OF INVESTIGATION:
 
Ms. [redacted] has been a [redacted] customer at
[redacted] since June 21, 2013. During the specified
time frame, customers were advised that all payments may take up to forty-eight
hours to post to their accounts.
 
On November 16, 2014, a Disconnection Notice was
issued for the past due amount of $87.18, due by December 1, 2014.
 
When payment was not received by the due date, a
disconnection order was sent to the Market and completed the morning of
December 2, 2014.
 
Ms. [redacted] made a $90.00 payment via the automated
system on December 1, 2014 that posted to her account shortly after the
disconnection occurred. Our records do not reflect Ms. [redacted] speaking with a customer
service agent to report her payment. Furthermore, our system does not
automatically cancel disconnection orders when payments are made, only once the
payment is posted to the account. Once the payment was posted to the account, a
reconnection order was submitted to the Market, which completed the same
morning.
 
A complaint analyst attempted to reach Ms. [redacted] on
September 29, 2015, and September 30, 2015 without success. The number we have
on file is invalid.
 
COMPANY
RESPONSE:
 
[redacted] confirms Ms. [redacted] was validly issued a Disconnection Notice on
November 16, 2014 for the past due amount of $87.18, due by December 1, 2014.  Customers are advised when submitting
payments that they may take up to forty-eight hours to post to the account. Our
systems do not cancel pending disconnection orders until payments have been
posted to the account. There are no notes reflecting Ms. [redacted] contacting
customer service to report a payment in an effort to cancel the disconnection
order.  Ms. [redacted]’s payment of $90.00
did not post to her account until December 2, 2014 after the scheduled
disconnection occurred. Ms. [redacted] was reconnected later the same day once the
payment was posted to her account.
 
A
complaint analyst attempted to contact Ms. [redacted] without success, as the phone
number on file is invalid.
 
If
Ms. [redacted] has any further questions regarding this matter, [redacted] would
be more than happy to discuss this matter further.

April 21, 2016
[Complaint No:
[redacted]]  – [redacted]
Account # [redacted]
 
COMPLAINT
SUMMARY:
 
Mr.
[redacted] states his enrollment was cancelled after the submission of his identification
as requested by [redacted]. He further states his enrollment...

was
cancelled without notification. He states he attempted to reach [redacted] to discuss the matter without success.
 
COMPANY
RESPONSE:
 
Our
records reflect Mr. [redacted] attempting to establish services at [redacted] on March 21, 20166. Before the enrollment process could
be completed, Mr. [redacted] was required to submit a copy of his driver’s license
and Social Security card.
 
On
March 24, 2016, [redacted] received a copy of Mr. [redacted]’s driver’s
license and Social Security card. The same day, an analyst from the Credit and
Debt Department attempted to contact Mr. [redacted] to complete the
enrollment.  However, the analyst was
unable to leave a message. Later that day, the analyst made a second attempt to
contact Mr. [redacted] without success.
 
Our
records do not reflect Mr. [redacted] contacting [redacted] to inquire
about the enrollment process. Further, our records reflect multiple attempts by
an agent to contact Mr. [redacted] after the documents were received to complete
the enrollment without success.
 
On
April 1, 2016, the account was automatically cancelled when no further contact
was made with Mr. [redacted].
 
Since
receiving Mr. [redacted]’s complaint from the Revdex.com, a complaint
analyst was able to communicate the reason the enrollment was cancelled via
email with Mr. [redacted] on April 19, 2016. No charges were assessed to Mr. [redacted]
as the enrollment was not completed. The analyst also advised that a new
enrollment would be required should he wish to proceed with services with [redacted].
 
If
Mr. [redacted] has any further questions regarding this matter, [redacted] 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 11927454, and find that this resolution would be satisfactory to me.

September 16,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
 
COMPLAINT
REBUTTAL:
 
Ms.
[redacted] states she did not receive a final invoice. In addition, she is
concerned she was assessed $152.46 for charges from September 1, 2015 through
September 7, 2015.
 
COMPANY
RESPONSE:
 
Prior
to receiving her final invoice, Ms. [redacted] possessed a credit balance of
$355.07. This balance included her original payment of $225.07, which satisfied
her then current balance. Her duplicate payment of the same amount gave her a
credit balance of $225.07. The complaint analyst applied a credit in the amount
of $25.00 and $105.00 as per the resolution.
 
Our
records reflect Ms. [redacted] being sent her final invoice on September 6, 2015
for consumption charges of $152.46, for services from August 11, 2015 through
September 4, 2015. Once the consumption charges were assessed to her account,
she possessed a credit balance of $202.61. Please keep in mind, at the time,
her duplicate payment was still present on the account.
 
On
September 14, 2015, we received a payment reversal notification for the duplicate
payment before our internal process was able to complete. It is likely Ms.
[redacted] utilized her bank in order to settle the dispute.
 
As
a result, the duplicate payment of $225.07 was reversed, which removed the
credit amount from her Direct Energy account. As of September 14, 2015, Ms.
[redacted] was left with the true and final debit balance of $22.46.
 
While
Ms. [redacted] was previously compensated by the complaint analyst for the
inconvenience, the complaint analyst wrote off the final account balance. Ms.
[redacted] now possesses a zero balance, and our records reflect the original
duplicate payment was reversed. Ms. [redacted] will need to follow up with her bank
for further assistance.

Sent: Wednesday, December 30, 2015 11:40 AM Subject: FW: Revdex.com #[redacted] [redacted] [redacted] [redacted]   Thank you for contacting the Direct Energy, Customer Experience Team.  We are currently conducting a full review and anticipate having a resolution within 14 business days....

·         Customers Name: [redacted] ·         Contract Account Number: [redacted] ·         Case Category:  Escalated Billing Issue If you have questions, please contact 1-844-812-2920. We are available Monday through Friday from 8:00 am to 5:00 pm Mountain Standard Time.  Thank you again for contacting Direct Energy.

May 26, 2016[Complaint No: 11455804]  – [redacted]Account # [redacted] COMPLAINT SUMMARY: Mr. [redacted] states that services were switched without authorization after a door-to-door salesman visited his mother. COMPANY RESPONSE: On April 27, 2016 [redacted] was visited by a...

Direct Energy door-to-door agent, who assisted with establishing services at [redacted]. After the salesman’s departure, Mrs. [redacted] was contacted by a third party verification agent and confirmed her decision to switch services to Direct Energy, stating she was Mr. [redacted]’s spouse. On May 4, 2016, services at the premise became active. On May 19, 2016,  a request to have Mr. [redacted]’s premise returned to his previous provider was submitted at Mrs. [redacted]’s request. This process is currently awaiting approval from Mr. [redacted]’s previous provider and may take up to forty-five days to complete. Once complete, all charges will be written off. Between May 24, 2016 and May 26, 2016, a complaint analyst attempted to reach Mr. [redacted] to further discuss the matter without success. If Mr. [redacted] 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 [redacted], and have determined that this proposed action would not resolve my complaint.  I received a call from LC at Direct Energy from phone number [redacted], and left a voicemail for me to contact ehr back. They hAve an account for me at [redacted]. I work long hours at a hospital so I am unable to return calls during normal hours but I am able to be reached at [redacted] and I will try to call on my lunch, which is only 30 minutes long and the hold time I have to wait is just terrible. If I do no have an account, then I would like to know who contacted me.Regards,

August 27,
2015
[Complaint No:
[redacted]] – [redacted]
Account #: [redacted]
COMPLAINT
SUMMARY:
Ms. [redacted] states she signed up for service, and she
added $30 to her account.  She states she
move on August 1, 2015, and called to notify customer service of the...

move.  Ms. [redacted] states she was advised service
address changes cannot be updated on Saturdays. 
She further states she contacted customer service again on Monday to
report the change of address.  Ms.
[redacted] states the agent did not ask her to provide her new address, but states
the agent stated her address was updated in the system. 
Ms. [redacted] states she received texts notification
from Direct Energy stating her account had a negative balance.  She further states she contacted Direct
Energy regarding the notifications.  She
states she was told she was being charged for usage.  Ms. [redacted] states she advised the agent she
updated her address online and contacted Direct Energy to confirm her address
was updated in the system.  She states she
asked the agent why the system reflects her old address.  She states the agent advised the address was
never updated in the system.  Ms. [redacted]
states she was in the process of enrolling her new premise for service with
Direct Energy, but states she was disappointed with the customer service and
cancelled the new enrollment. 
Ms. [redacted] states she continued to receive text
message notifications reflecting the account continued to incur charges for
usage. She states she contacted Direct Energy again regarding the new balance
on the account.  She states the agent
transferred the call to the Customer Care Center.  She states an agent answered the call but
disconnected the call.  Ms. [redacted]
states the balance continues to increase, and states Direct Energy will not
assist her with resolving the issue.  She
states an agent opened a dispute on her behalf, but she only received a text
stating the dispute was resolved negatively. 
She further states Direct Energy continues to bill her for usage at a
premise where she no longer resides.  Ms.
[redacted] states she wants the account closed. 
In addition, she requests a reimbursement in the amount of $14.55.
COMPANY
RESPONSE:
Direct
Energy confirms we do not have an account for [redacted] at [redacted].  In addition, we
do not have record of sending usage notifications.
A
complaint analyst spoke to a person who identified herself as Jasmine
[redacted].  Ms. [redacted] stated she is not
associated with address [redacted]  She further stated she did not file a
complaint against Direct Energy with the Revdex.com. 
The
person filing the concern may contact Direct Energy to provide additional
information to further our investigation.

October 11, 2016 [Complaint No: [redacted]]  – Allen [redacted] Account #:  [redacted]   COMPLAINT SUMMARY:   Mr. [redacted] states he was set up on a Deferred Payment Plan.  He states he made his payment one day early and was told he broke the plan and his services would be...

interrupted.    SUMMARY OF INVESTIGATION:   Mr. Allen [redacted] has been a customer at [redacted]., [redacted] since June 20, 2012.  Service is provided to the residence and an outdoor security light.    On July 26, 2016, a Disconnection Notice was issued in the amount of $176.78.    On August 10, 2016, a Deferred Payment Plan ([redacted]) was initiated in the amount of $436.02, to be paid in six installments.   On August 17, 2016, an invoice was issued in the amount of $179.70 due by September 6, 2016.   On September 16, 2016, an invoice was issued for current charges in the amount of $151.15 due by October 5, 2016.    On September 22, 2016, a Disconnection Notice was issued in the amount of $474.62 due by October 3, 2016, to prevent a disruption of service.   On September 23, 2016 to September 30, 2016, collection calls were place to Mr. [redacted].  The phone was not answered.    On October 1, 2016, Mr. [redacted] contacted [redacted]) to state he made a [redacted] payment one day early in the amount of $46.01 and he received a letter advising his [redacted] had not been paid.  Mr. [redacted] stated he planned to contact the Revdex.com to resolve the issue.    On October 3, 2016, a complaint analyst located a payment made on July 20, 2016 using the Interactive Voice Response system (IVR) in the amount of $176.78.   The payment was applied by Mr. [redacted] to an account that had closed on December 17, 2010.  A payment in the amount of $46.01 was made using the IVR on September 19, 2016, to the same closed account.  On October 3, 2016, both payments were transferred to the active account for Mr. [redacted].    On October 3, 2016, Mr. [redacted] made a payment in the amount of $474.62.  After the cash transfer of the misallocated funds and October 3, 2016 payment the account balance reflected a credit of $51.24.    On October 7, 2016, a complaint analyst spoke to Mr. [redacted].  The findings were provided and Mr. [redacted] was provided his active account number to be used for all payments.  Mr. [redacted] did not realize he was using a closed account number to make past payments.    COMPANY RESPONSE:   [redacted] Retail Energy ([redacted]) confirms that payments made by Mr. [redacted] on July 20, 2016, and September 19, 2016, were made using the Interactive Voice Response system (IVR) to a closed account.    On September 22, 2016, a notice was mailed to Mr. [redacted] notifying him a Deferred Payment Plan had been broken.    On October 3, 2016, the missing payments were located and applied to the active account for Mr. [redacted].   The findings were provided to Mr. [redacted] who confirmed his acceptance and agreement with the resolution.    [redacted] Retail 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, [redacted] would be more than happy to discuss this matter further.         Tell us why here...

Sent: Friday, August 21, 2015 12:09 PM To: drteamSubject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Hello, Our records reflect the payment of $50.00 was reversed on June 18, 2015.  In addition, Ms. [redacted] was provided trace # [redacted] to assist her financial institution with locating the funds reversed to her account by Direct Energy.  In the interest of customer service, a goodwill credit in the amount of $50.00 was applied to Ms. [redacted]’s account and will be reflected on the next invoice. Thank you, L.C. W[redacted] Direct Energy Tulsa