Illinois Energy Solutions, USA, LLC.

Findings: Customer states that he could not locate on the website where it says that Nicor Solutions is not thesame company as Nicor ***This is displayed at the bottom of the Nicor Solutions home page andstates: Nicor Solutions, L.L.CAll rights reservedNicor Solutions is not the same company as Nicor***It is an affiliate and its prices are not regulated by the Illinois Commerce Commission.Customers are not required to buy products or services from Nicor Solutions in order to receive thesame quality of service from their utilityCall us at 1- [redacted] .The Letter of Agency agreement that the customer needed to click that they agreed on states: Youunderstand that your Fixed Bill amount may be higher or lower compared to what you might havepaid on traditional utility service during the same time period.Also, question in the FAQ section on the website asks: How is the Nicor Solutions Fixed Billprogram different from the Nicor [redacted] Budget plan? And the answer provided is: With the Nicor ***Budget plan, your [redacted] bill is adjusted periodically based on changes in [redacted] prices and weatherconditions, which can vary dramaticallyYou may also be subject to a year-end true-upOurprograms have no periodic adjustments or trat the end of the 12-month term, regardless ofchanges in [redacted] prices or the weatherYou may or may not save money compared to traditional utilityservice.Question asks: Won't my Nicor Solutions Fixed Bill amount increase if the weather is extremelycold or [redacted] prices escalate? And the answer provided is: No matter how cold it gets or how high [redacted] prices may climb, your Nicor Solutions Fixed Bill amount is guaranteed not to change for 12monthsThe same is true if the weather is warmer or [redacted] prices decrease; your Nicor SolutionsFixed Bill amount remains the same.The Marketing piece that Mr [redacted] responded to states "Nicor Solutions is not the samecompany as Nicor ***It is an affiliate, and its prices are not regulated by the Illinois CommerceCommissionCustomers are not required to buy products or services from Nicor Solutions in orderto receive the same quality of service from Nicor ***."The Welcome Letter Mr [redacted] received shortly after he initiated the enrollment states "NicorSolutions and Nicor Home Solutions are not the same company as Nicor ***They are affiliatesand their prices arenot regulated by the Illinois Commerce CommissionCustomers are not required to buy products orservices from Nicor Solutions or Nicor Home Solutions in order to receive the same quality ofservice from their Utility." Action: A Nicor Solutions representative spoke with Mr [redacted] and explained that his enrollment hadoccurred online and that the website would not process an enrollment unless the customeracknowledges the letter of agency and the terms and conditionsIn order to resolve this issue, agoodwill credit will be applied to Mr [redacted] 's accountBoth Mr [redacted] and NicorSolutions agree that this issue is resolved

A Nicor Solutions Representative spoke with Ms [redacted] and explained her enrollment with Nicor SolutionsMs [redacted] stated that she was attempting to transfer service and did not understand why her Nicor Solutions contract was not transferred by Nicor GasIt was explained that Nicor Solutions' contracts do not transfer when moving to a new premiseNicor Solutions agreed to waive half of the early termination feeBoth Ms [redacted] and Nicor Solutions agree that this issue is resolved

Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ This is not a Nicor Solutions customerWe do not even service [redacted] I suspect it is for Nicor Home Solutions, also know as Nicor Services or Pivotal Home Solutions Please remove this from Nicor Solutions' record Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please remove me from Nicor Solutions record .I'll accept if removed from recordI want notification of this [redacted] Final Business Response / [redacted] (4000, 15, 2015/08/10) */ Nicor Home Solutions has contacted Ms [redacted] in regards to her complaintIt was explained to Ms [redacted] that we researched the account and found that her son-in-law, [redacted] enrolled the coverage in her nameThe coverage has been cancelled and a credit of $will be issued to the account to cancel the balanceNicor Home Solutions and Ms [redacted] consider this complaint resolved

This is not a Nicor Solutions' customer or issue. This complaint should be filed with Nicor HOME Solutions, also known as Nicor Services. Please remove it from Nicor Solutions and submit it to Nicor Home Solutions/Nicor Services

Complaint: ***
I am rejecting this response because:The business is engaging in a fraud, and incollusion with NICOR It sent out a writing promising X, and NICOR GAS - a tightly affiliated sister company - converted payments for its own benefitThe business' response was on the order of: "We won't do anything for you at all Tough luck Pay us our windfall or our bill collectors will wreck your credit." this is not working with a dissatisfied consumer, who followed the written PROMISE of the business and was flouted It does not matter if NICOR Gas had a bill on ANOTHER ACCOUNT for which it seized the money No notice was given because NICOR Solutions and NICOR Gas colluded to gather a windfall by creating an illusory breach of agreement, allowing Solutions to seize extra moneyI demand Revdex.com Arbitration This issue is one where the fraud can be provedIf the business wishes to discuss an alternative solution to Revdex.com Arbitration, I am all ears However, it is non-productive to simply say, "Tough luck - we got you" - and that is to what the company's response boils down. ***I DEMAND Revdex.com ARBITRATION*** Sincerely,
*** ***

Nicor Solutions made several attempts to reach this customer with little success. A discussions was had with the customer on 12-6-and the customer admitted that they had failed to read the documentation regarding their enrollment when the enrollment took place online. The customer was
to respond back to Nicor Solutions regarding an offer made to resolve her complaint but no response has been received. Further attempts to reach the customer were made but no call back has been received. A letter has been sent requesting the customer respond no later than December 29, or the complaint will be closed

Illinois Energy has made attempts to contact Mr*** to discuss his concerns. We reached out via phone to ###-###-#### on 4/9/18, 4/10/18, & 4/11/and have been unable to reach anyone live. Messages were left each time and to date, Mr*** has not returned our phone calls.Mr
*** enrolled with Illinois Energy on 7/02/(at that time our name was *** Advanced Energy). He enrolled online and took advantage of a promotion (NEWHOME) that awarded him a $*** Reward Card. We have confirmed that the award card was received and subsequently used in full. A Welcome letter and our Terms and Conditions were mailed to the customer on 7/6/welcoming him on the PriceGuard Plan. The contract renewed again the following year on 7/10/17, and a subsequent renewal letter was sent on 7/10/17. Mr*** contacted Illinois Energy on 2/19/to ask questions about his plan with us. The representative reviewed his initial enrollment online and his subsequent renewal. The customer requested to cancel his plan and he was informed that he would be assess a $Early Termination Charge for cancelling his program before the contract expired per the Terms & Conditions he had received. He mandated that we cancel his program but would not agree to pay the $ETC.Illinois Energy charged the ETC as allowed with the Terms and Conditions of our contracts, but as a one time courtesy, we have now waived this fee for Mr***.We will consider this complaint closed until such time as Mr*** contacts us back for any further questions or concerns

A Nicor Solution's representative spoke with Mr. [redacted] and explained that Nicor Solution's
contracts do not automatically move to a customer's new premise. Mr. [redacted] stated that he did not wish to enroll at this time. Nicor Solutions agreed to waive the early contract termination fee. Both Nicor...

Solutions and Mr. [redacted] agree that this issue is resolved.

Initial Business Response /* (1000, 6, 2015/07/30) */
This is not a Nicor Solutions customer. We do not even service [redacted] I suspect it is for Nicor Home Solutions, also know as Nicor Services or Pivotal Home Solutions.
Please remove this from Nicor Solutions' record.
Initial Consumer...

Rebuttal /* (3000, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please remove me from Nicor Solutions record
.I'll accept if removed from record. I want notification of this
[redacted]
Final Business Response /* (4000, 15, 2015/08/10) */
Nicor Home Solutions has contacted Ms. [redacted] in regards to her complaint. It was explained to Ms. [redacted] that we researched the account and found that her son-in-law, [redacted] enrolled the coverage in her name. The coverage has been cancelled and a credit of $449.95 will be issued to the account to cancel the balance. Nicor Home Solutions and Ms. [redacted] consider this complaint resolved.

A Nicor Solutions representative spoke with Ms. [redacted] and explained that the Fixed Bill Plan isnot a savings plan but is intended to be a budgeting plan that provided protection against highernatural gas prices and higher natural gas consumption due to colder than normal temperatures. Ms.[redacted]...

stated that she was very unhappy with the plan. In order to resolve this issue, NicorSolutions agreed to waive the cancel fee and process a goodwill credit. Ms. [redacted] accepted thisoffer and both parties agree that this issue is resolved.

Initial Business Response /* (1000, 5, 2015/06/05) */
A Nicor Solutions representative spoke with Mr. [redacted] who expressed confusion as to how the Nicor Solutions Fixed Bill program billed. It was explained to him that the Fixed Bill program bills on the [redacted] bill and that the reason [redacted]...

had informed him that he had a zero balance with them was because Nicor Solutions pays the [redacted] charges on behalf of Fixed Bill customers. Mr. [redacted] stated that he has been paying his bill online every month and does not understand how he can have a past due balance with Nicor Solutions. His account was reviewed and it was discovered that his payments had been going to a different account and [redacted] has now transferred the money to Mr. [redacted]'s current account. Nicor Solutions agreed to waive the contract's early termination fee. Both Mr. [redacted] and Nicor Solutions agree that this issue is resolved.

The customer's first bill for the Fixed Bill Plan was dated 8-7-15.  No payment was received until after the 10-6-15 bill.  The October payment of $213.59 referenced in the complaint was processed 10-15-15 with $184.61 going to the utility for the customer's outstanding balance that was...

transferred to the customer's current account, leaving $28.98 to be applied to the customer's Nicor Solutions balance of $322.59.  No additional payments have been received from the customer.Responses for items listed in complaint:1.  The October payment of $213.59 referenced in the complaint was processed 10-15-15 with $184.61 going to the utility for the customer's outstanding balance that was transferred to the customer's current account, leaving $28.98 to be applied to the customer's Nicor Solutions balance of $322.59. 2.  The customer's balance exceeded the amount paid by $351.53.3.  The customer's contract was terminated due to non-payment per the terms and conditions of the contract.4.  Customer's outstanding balance is subject to normal collection activity.5.  The customer's contract was for $105.94 per month for the 12 months of the contract.  Customer was billed for 3 months before the contract was canceled due to non-payment.A Nicor Solutions representative spoke with Mr. [redacted] and attempted to explain that the referenced payment was applied to his past due Nicor Gas balance which left a small portion of the payment amount to apply to his Nicor Solutions past due balance.  It appears that Mr. [redacted] past due Nicor Gas balance was due to amounts he owed for other Nicor Gas accounts/addresses that the utility has transferred to his current account.  Mr. [redacted] refused to accept the explanation, advised he was going to file a law suit against both Nicor Gas and Nicor Solutions and disconnected the call.Nicor Solutions is closing this complaint because the customer refuses to accept the explanation and to discuss the issue further.  Mr. [redacted] account is subject to Nicor Solutions normal collection and write-off activity.

A Nicor Solutions Representative spoke with Ms. [redacted] and explained her enrollment with Nicor
Solutions. Ms. [redacted] stated that she was attempting to transfer service and did not understand why her Nicor Solutions contract was not transferred by Nicor Gas. It was explained that Nicor Solutions'...

contracts do not transfer when moving to a new premise. Nicor Solutions agreed to waive half of the early termination fee. Both Ms. [redacted] and Nicor Solutions agree that this issue is resolved.

Initial Business Response /* (1000, 5, 2015/06/08) */
Thank you for calling Nicor Gas about your billing concerns. If you have any questions about the fixed billing charges please contact Nicor Solutions at X-XXX-XXX-XXXX.
Thank you for allowing Nicor Gas the opportunity to address your...

concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the bill from Nicor Gas. If I had refused to pay the fraudulent bill, it would be Nicor Gas that would tarnish my credit record, have their collection agency hound me day and night, and charge additional fees and interest. Nicor Gas is responsible for explaining the charges on the bills that it sends out. It is Nicor Gas that has double charged me. It is the responsibility of Nicor Gas to refund the fixed billing amount since it was charged in addition to the usage amount.
Final Business Response /* (1000, 18, 2015/07/27) */
Findings: Nicor Solutions received first notification of this complaint from the Revdex.com on 7-22-15. Complaint is dated 6-2-15 but
had been sent to Nicor Gas several times before finally being sent to Nicor Solutions.
Action: A Nicor Solutions representative spoke with the customer and agreed that the last bill the customer received should not have had a Nicor Solutions charge on it. Nicor Gas did not send a contract deactivation notification to Nicor Solutions prior to the final bill and therefore Nicor Solutions was not aware that the customer's Fixed Bill contract was not in effect. A credit of $85.81 was posted to the customer's account. Both Nicor Solutions and the customer agree that this issue is resolved.
Final Consumer Response /* (2000, 20, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Findings:  Customer states that he could not locate on the website where it says that Nicor Solutions is not thesame company as Nicor [redacted]. This is displayed at the bottom of the Nicor Solutions home page andstates: Nicor Solutions, L.L.C. All rights reserved. Nicor Solutions is not the same...

company as Nicor[redacted]. It is an affiliate and its prices are not regulated by the Illinois Commerce Commission.Customers are not required to buy products or services from Nicor Solutions in order to receive thesame quality of service from their utility. Call us at 1-[redacted].The Letter of Agency agreement that the customer needed to click that they agreed on states: Youunderstand that your Fixed Bill amount may be higher or lower compared to what you might havepaid on traditional utility service during the same time period.Also, question 14 in the FAQ section on the website asks: How is the Nicor Solutions Fixed Billprogram different from the Nicor [redacted] Budget plan? And the answer provided is: With the Nicor [redacted]Budget plan, your [redacted] bill is adjusted periodically based on changes in [redacted] prices and weatherconditions, which can vary dramatically. You may also be subject to a year-end true-up. Ourprograms have no periodic adjustments or true-up at the end of the 12-month term, regardless ofchanges in [redacted] prices or the weather. You may or may not save money compared to traditional utilityservice.Question 15 asks: Won't my Nicor Solutions Fixed Bill amount increase if the weather is extremelycold or [redacted] prices escalate? And the answer provided is: No matter how cold it gets or how high[redacted] prices may climb, your Nicor Solutions Fixed Bill amount is guaranteed not to change for 12months. The same is true if the weather is warmer or [redacted] prices decrease; your Nicor SolutionsFixed Bill amount remains the same.The Marketing piece that Mr. [redacted] responded to states "Nicor Solutions is not the samecompany as Nicor [redacted]. It is an affiliate, and its prices are not regulated by the Illinois CommerceCommission. Customers are not required to buy products or services from Nicor Solutions in orderto receive the same quality of service from Nicor [redacted]."The Welcome Letter Mr. [redacted] received shortly after he initiated the enrollment states "NicorSolutions and Nicor Home Solutions are not the same company as Nicor [redacted]. They are affiliatesand their prices arenot regulated by the Illinois Commerce Commission. Customers are not required to buy products orservices from Nicor Solutions or Nicor Home Solutions in order to receive the same quality ofservice from their Utility."   Action:  A Nicor Solutions representative spoke with Mr. [redacted] and explained that his enrollment hadoccurred online and that the website would not process an enrollment unless the customeracknowledges the letter of agency and the terms and conditions. In order to resolve this issue, agoodwill credit will be applied to Mr. [redacted]'s account. Both Mr. [redacted] and NicorSolutions agree that this issue is resolved.

Nicor Solutions made several attempts to reach this customer with little success.  A letter has been sent requesting the customer respond no later than August 16, 2016 or the complaint will be closed.

Initial Business Response /* (1000, 6, 2015/08/27) */
The customer had also filed a complaint with the ICC and her issue was resolved as a result of that filing. It was explained to her that she had enrolled on the Nicor Solutions website and it does display wording indicating that Nicor Solutions...

and Nicor Gas are separate companies and that by enrolling with Nicor Solutions, the utility budget plan would be canceled. The contract terms and conditions are also available on the website that also cover these points as well as that there are no credits, or debits, incurred on the plan. These terms and conditions were also mailed to the customer along with her Welcome Letter shortly after her enrollment. A goodwill credit was issued to her account and the early contract termination fee was also credited. The customer stated at that time that this issue was resolved.
Initial Consumer Rebuttal /* (2000, 13, 2015/08/28) */
I did not say I was unhappy with the resolution. I was actually happy with the outcome the company credited me money.
[redacted]

This is not a Nicor Solutions issue.  This appears to be a complaint for Nicor HOME Solution.  This individual has never had a contract with Nicor Solutions.  Please remove this from Nicor Solutions records and reassign it to Nicor HOME Solutions, also know as Nicor Services.