IDT Energy

This correspondence is in response to consumer complaint [redacted] that Mr [redacted] filed against IDT Energy with the Revdex.com (Revdex.com) regarding his [redacted] accounts with IDT Energy for supply service.Please note that the date on Mr [redacted] complaint is January 21, IDT Energy is aware of the ten day time frame in which the complaint response is due to the Revdex.com; however, notification of the complaint was sent to IDT Corporation, not IDT Energy, which is who the complaint is againstIDT Energy did not receive notification of this complaint until February 6, 2015, we apologize for the delayIn addition, because we didn't receive emailed notification of this complaint, we did not have the link to respond online,instead IDT Energy mailed a copy of our formal response to the Revdex.com on February 10, 2015, pasted below you will find a copy of this responseThis response refers to an "enclosed verification", please note that IDT Energy mailed a copy of the recording on a disc to the Revdex.com along with our response.Mr [redacted] complaint states that his wife was contacted by an IDT Energy sales agent in July who told her that they would save twenty percent on their bill by choosing IDT Energy, so she authorized the switchMr [redacted] thought his November bill seemed high so he contacted [redacted] and found that IDT Energy was charging him more than what [redacted] would haveMr [redacted] wife then contacted IDT Energy requesting to cancel their service and receive a refund for what they overpaid, but IDT Energy refused to issue a refundMr [redacted] also claims that IDT Energy overcharged him by $1,000.00.Please be advised that as per the information provided by the utility company the accounts in question have two account holders, Mr [redacted] and his spouse Ms [redacted] .In researching Mr [redacted] complaint, the enclosed verification was found to have been completed by Ms [redacted] via third party verification on July 7, as a result of a telemarketing sales transaction As heard from this review, Ms [redacted] identifies herself as the account holder and affirms all questions of the verification as requiredAs a result of Ms [redacted] enrollment her accounts were processed for enrollment by [redacted] and assigned start dates of August 1, for the gas account and August 12, for the electric account.However, it was found that the verification does not meet IDT Energy requirements as when asked if she understands the terms of IDT Energy’s Green Energy program Ms[redacted] states that she does not want Green Energy as it’s expensiveThe sales agent then gets on the line and tells Ms [redacted] that the rate for Green Energy would be the same.The rate for renewable energy with IDT Energy can be as much as three cents per kilowatt hour more than IDT Energy’s regular variable rate as the cost that is incurred by IDT Energy for green energy is factored into the price; therefore, what the sales agent told Ms [redacted] during the verification is incorrectAccording to the notes on the accounts Ms [redacted] contacted IDT Energy’s Customer Service Center on December 22, and requested to cancel the service with IDT Energy claiming that the sales agent has promised her a twenty-five percent savings that she did not receiveThe IDT Energy Customer Service agent that Ms [redacted] spoke with submitted the accounts for cancellation as requestedFrom these cancellation submissions the accounts were provided effective cancellation dates of January 12, for the electric account and January 31, for the gas account in accordance with [redacted] transfer rules.In addition to submitting the accounts for cancellation the IDT Energy Customer Service agent that Ms [redacted] spoke with also offered an account investigation which would entail an IDT Energy Quality Control agent contacting Ms [redacted] back after the voice verification completed to enroll the accounts had been reviewed in an effort to research her complaint, Ms [redacted] agreed.An IDT Energy Quality Control agent contacted Ms [redacted] on December 23, 2014; Ms [redacted] reiterated to the Quality Control agent the details of her complaintThe Quality Control agent informed Ms [redacted] that there was no mention of a twenty-five percent savings within the verification but that she had heard Ms [redacted] tell the sales agent that she didn’t want green energy and had heard the sales agent misinform herIDT Energy reached out to the contracted telemarketing vendor who employs the sales agent that Ms [redacted] spoke with, prior to completing the verification, regarding Ms [redacted] complaint and the misleading information the sales agent provided during the verificationIt was found however that the sales agent in question is no longer employed by the vendor; therefore, they could not be questioned regarding Ms [redacted] complaint and disciplinary action could not be administered.In an effort to resolve Ms [redacted] complaint the IDT Energy Quality Control agent offered to complete a cost comparison on the electric account comparing what Ms[redacted] was charged for the supply of her electric by IDT Energy at the green energy supply rate to what she would have been charged for the supply of the electric at IDT Energy’s regular variable rate for the entire time the account was active with IDT Energy (August 12, to January 12, 2015) and refund Ms [redacted] the difference, Ms [redacted] agreedThe results of the cost comparison determined that IDT Energy’s green energy supply charges exceeded those based on IDT Energy’s regular variable rate by $The IDT Energy Quality Control agent contacted the phone number on file in order to update Ms [redacted] with the results of the cost comparisonThe Quality Control agent instead spoke with Mr [redacted] and informed him of the above stated results; Mr [redacted] was very unsatisfied with the results stating that his wife was misled and requested a refund for the difference between what IDT Energy charged for the supply of his energy and what [redacted] would have charged.After completing the requested cost comparisons between what IDT Energy charged Mr [redacted] for the supply of his energy, both electric and gas, to what he would have been charged for the supply of his energy by [redacted] it was determined that IDT Energy’s electric supply charges exceed those of [redacted] in the amount of $for the entire time the account was active with IDT Energy (August 12, to January 12, 2015)It was also determined that [redacted] gas supply charges exceeded those of IDT Energy in the amount of $for the entire time the account was active with IDT Energy (August 1, to January 31, 2015); combined together this entitled Mr [redacted] to a total refund of $347.06.The IDT Energy Quality Control agent spoke with Mr [redacted] again on January 27, and provided him with the above stated results, reviewing the cost comparison breakdown and informing him that he would be issued this refund in the form a rebate check that would be delivered to him via U.SPostal Mail after a six to eight week processing timeMr [redacted] was also informed that the $promotional rebate check he was sent by IDT Energy for his electric account was factored into the results of the cost comparisonMr [redacted] was satisfied with the results but stated that he had written “Void” on the promotional rebate check and had not cashed itThe Quality Control agent told Mr [redacted] that we would complete a check investigation and that we would then reissue the check to him once it had been determined that thecheck had not been cashedMr [redacted] was also told that he could speed up the investigation process if he was able to find the check and mail it back to us On February 6, IDT Energy received the voided $check that Mr [redacted] had mailed to usIDT Energy’s Complaint Department attempted to reach Mr [redacted] on three separate occasions to inform him that we had received the check and would be issuing him a new oneIDT Energy was unable to reach Mr [redacted] and has not received a return call as of yetMr [redacted] will also receive this reissued check via U.SPostal Mail after a six to eight week processing timeTo further resolve Mr [redacted] complaint IDT Energy has placed his telephone number and home address on our internal no solicitation lists to prevent any future direct solicitation from IDT Energy.If there any questions or concerns regarding the resolution of this complaint, please contact me directly using the information provided below.Sincerely, [redacted] ***Regulatory Complaint InvestigatorIDT Energy, Inc###-###-#### Ext [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Tuesday, March 17, 2015To Whom It May Concern, Attached please find IDT Energy’s response to the Mr. [redacted]'s complaint along with all applicable and referenced documentation.Please let me know if you have any questions or require any further information at this time.

This correspondence is in response to consumer complaint [redacted] that Mr. [redacted] filed against IDT Energy with the Revdex.com (Revdex.com) regarding his [redacted] accounts with IDT Energy for supply service.Please note that the date on Mr. [redacted] complaint is January 21, 2015. IDT...

Energy is aware of the ten day time frame in which the complaint response is due to the Revdex.com; however, notification of the complaint was sent to IDT Corporation, not IDT Energy, which is who the complaint is against. IDT Energy did not receive notification of this complaint until February 6, 2015, we apologize for the delay. In addition, because we didn't receive emailed notification of this complaint, we did not have the link to respond online,instead IDT Energy mailed a copy of our formal response to the Revdex.com on February 10, 2015, pasted below you will find a copy of this response. This response refers to an "enclosed verification", please note that IDT Energy mailed a copy of the recording on a disc to the Revdex.com along with our response.Mr. [redacted] complaint states that his wife was contacted by an IDT Energy sales agent in July who told her that they would save twenty percent on their bill by choosing IDT Energy, so she authorized the switch. Mr. [redacted] thought his November bill seemed high so he contacted [redacted] and found that IDT Energy was charging him more than what [redacted] would have. Mr. [redacted] wife then contacted IDT Energy requesting to cancel their service and receive a refund for what they overpaid, but IDT Energy refused to issue a refund. Mr. [redacted] also claims that IDT Energy overcharged him by $1,000.00.Please be advised that as per the information provided by the utility company the accounts in question have two account holders, Mr. [redacted] and his spouse Ms. [redacted].In researching Mr. [redacted] complaint, the enclosed verification was found to have been completed by Ms. [redacted] via third party verification on July 7, 2014 as a result of a telemarketing sales transaction.  As heard from this review, Ms. [redacted] identifies herself as the account holder and affirms all questions of the verification as required. As a result of Ms. [redacted] enrollment her accounts were processed for enrollment by [redacted] and assigned start dates of August 1, 2014 for the gas account and August 12, 2014 for the electric account.However, it was found that the verification does not meet IDT Energy requirements as when asked if she understands the terms of IDT Energy’s Green Energy program Ms.[redacted] states that she does not want Green Energy as it’s expensive. The sales agent then gets on the line and tells Ms. [redacted] that the rate for Green Energy would be the same.The rate for renewable energy with IDT Energy can be as much as three cents per kilowatt hour more than IDT Energy’s regular variable rate as the cost that is incurred by IDT Energy for green energy is factored into the price; therefore, what the sales agent told Ms. [redacted] during the verification is incorrectAccording to the notes on the accounts Ms. [redacted] contacted IDT Energy’s Customer Service Center on December 22, 2014 and requested to cancel the service with IDT Energy claiming that the sales agent has promised her a twenty-five percent savings that she did not receive. The IDT Energy Customer Service agent that Ms. [redacted] spoke with submitted the accounts for cancellation as requested. From these cancellation submissions the accounts were provided effective cancellation dates of January 12, 2015 for the electric account and January 31, 2015 for the gas account in accordance with [redacted] transfer rules.In addition to submitting the accounts for cancellation the IDT Energy Customer Service agent that Ms. [redacted] spoke with also offered an account investigation which would entail an IDT Energy Quality Control agent contacting Ms. [redacted] back after the voice verification completed to enroll the accounts had been reviewed in an effort to research her complaint, Ms. [redacted] agreed.An IDT Energy Quality Control agent contacted Ms. [redacted] on December 23, 2014; Ms. [redacted] reiterated to the Quality Control agent the details of her complaint. The Quality Control agent informed Ms. [redacted] that there was no mention of a twenty-five percent savings within the verification but that she had heard Ms. [redacted] tell the sales agent that she didn’t want green energy and had heard the sales agent misinform her. IDT Energy reached out to the contracted telemarketing vendor who employs the sales agent that Ms. [redacted] spoke with, prior to completing the verification, regarding Ms. [redacted] complaint and the misleading information the sales agent provided during the verification. It was found however that the sales agent in question is no longer employed by the vendor; therefore, they could not be questioned regarding Ms. [redacted] complaint and disciplinary action could not be administered.In an effort to resolve Ms. [redacted] complaint the IDT Energy Quality Control agent offered to complete a cost comparison on the electric account comparing what Ms.[redacted] was charged for the supply of her electric by IDT Energy at the green energy supply rate to what she would have been charged for the supply of the electric at IDT Energy’s regular variable rate for the entire time the account was active with IDT Energy (August 12, 2014 to January 12, 2015) and refund Ms. [redacted] the difference, Ms. [redacted] agreed. The results of the cost comparison determined that IDT Energy’s green energy supply charges exceeded those based on IDT Energy’s regular variable rate by $185.17. The IDT Energy Quality Control agent contacted the phone number on file in order to update Ms. [redacted] with the results of the cost comparison. The Quality Control agent instead spoke with Mr. [redacted] and informed him of the above stated results; Mr. [redacted] was very unsatisfied with the results stating that his wife was misled and requested a refund for the difference between what IDT Energy charged for the supply of his energy and what [redacted] would have charged.After completing the requested cost comparisons between what IDT Energy charged Mr. [redacted] for the supply of his energy, both electric and gas, to what he would have been charged for the supply of his energy by [redacted] it was determined that IDT Energy’s electric supply charges exceed those of [redacted] in the amount of $355.17 for the entire time the account was active with IDT Energy (August 12, 2014 to January 12, 2015). It was also determined that [redacted] gas supply charges exceeded those of IDT Energy in the amount of $8.11 for the entire time the account was active with IDT Energy (August 1, 2014 to January 31, 2015); combined together this entitled Mr. [redacted] to a total refund of $347.06.The IDT Energy Quality Control agent spoke with Mr. [redacted] again on January 27, 2015 and provided him with the above stated results, reviewing the cost comparison breakdown and informing him that he would be issued this refund in the form a rebate check that would be delivered to him via U.S. Postal Mail after a six to eight week processing time. Mr. [redacted] was also informed that the $50.00 promotional rebate check he was sent by IDT Energy for his electric account was factored into the results of the cost comparison. Mr. [redacted] was satisfied with the results but stated that he had written “Void” on the promotional rebate check and had not cashed it. The Quality Control agent told Mr. [redacted] that we would complete a check investigation and that we would then reissue the check to him once it had been determined that thecheck had not been cashed. Mr. [redacted] was also told that he could speed up the investigation process if he was able to find the check and mail it back to us.  On February 6, 2015 IDT Energy received the voided $50.00 check that Mr. [redacted] had mailed to us. IDT Energy’s Complaint Department attempted to reach Mr. [redacted] on three separate occasions to inform him that we had received the check and would be issuing him a new one. IDT Energy was unable to reach Mr. [redacted] and has not received a return call as of yet. Mr. [redacted] will also receive this reissued check via U.S. Postal Mail after a six to eight week processing time. To further resolve Mr. [redacted] complaint IDT Energy has placed his telephone number and home address on our internal no solicitation lists to prevent any future direct solicitation from IDT Energy.If there any questions or concerns regarding the resolution of this complaint, please contact me directly using the information provided below.Sincerely, [redacted]Regulatory Complaint InvestigatorIDT Energy, Inc. ###-###-#### Ext. [redacted]