Illinois Energy, USA, LLC.

Findings: Customer's contract was part of the book of business purchased from [redacted] and is the exact same rate with Nicor Advanced Energy as it was with [redacted] [redacted] had mailed a letter detailing the purchase to all affected customers in September An Annual Terms and Conditions Notification had also been mailed by Nicor Advanced Energy on 11-6-and on 11-6- It is also notated on the customer’s Nicor Gas bill when the customer is with an alternative natural gas supplier.Action: A Nicor Advanced Energy (***) representative spoke with Mr [redacted] and explained that his contract with [redacted] was a result of the purchase of his contract from [redacted] in A letter detailing the transaction was mailed by [redacted] to affected customers at that time There have also been renewal letters mailed to the customer in and The [redacted] representative also explained that there was no cancel fee with the contract and that his contract has been canceled and will return to traditional utility service with the next invoice Mr [redacted] understood and both Mr [redacted] and [redacted] consider this issue resolved

A Nicor Advanced Energy (NAE) representative spoke with Mr [redacted] and apologized that hiscontract was involved in an issue NAE had with our payment processing facility which resulted in hiscontract being canceledNAE offered to reenroll Mr [redacted] in a similar product at a discountedamount Mr [redacted] accepted this offer and both parties consider this issue resolved

Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than May 11, or the complaint will be closed. Please note: Customer was canceled due to non-payment and was mailed letters
requesting payment on 12-8-15, 12-15-15, 12-23-and 12-28-15, contrary to the incorrect information presented in the complaint. Customer also filed a complaint with the ICC

A Nicor Advanced Energy (NAE) representative spoke to Ms*** and explained the differencebetween the Nicor Advanced Energy Guaranteed Bill program, which she had enrolled in, and theNicor Gas Budget PlanExplained that the Guaranteed Bill Plan does not build up credits or debitsand you only pay
the Guaranteed Bill amount each month regardless of how much natural gas youuse, the price of natural gas or how extreme the weather might beThe NAE representativeexplained that the amount that Nicor Gas had quoted to her for how much NAE had paid was onlythe distribution charges and taxes and did not include the cost of the natural gas consumedNAEoffered Ms*** the opportunity to reenroll in a discounted productMs*** stated that sheunderstood the explanation and would call back if she wanted to reenrollBoth Ms*** and NAEconsider this issue resolved.Tell us why here

A Nicor Advanced Energy representative spoke with Mr*** and explained that the $cancel fee and that Nicor Advanced Energy is not the utility, were explained in both the contract terms and conditions as well as the marketing material he responded to when he originally enrolled by mailing in
an enrollment card. The PriceCap Plan, that he had enrolled in, was also further explained and Mr*** stated that had he been provided the same explanation when he canceled the plan, he would not have canceled. Nicor Advanced Energy offered to waive the cancel fee and reenroll Mr*** in the same contract at the same price. Mr*** agreed and both Mr*** and Nicor Advanced Energy agree that this issue is resolved

Initial Business Response /* (1000, 7, 2015/08/18) */
From: [redacted] (mailto:[redacted]@aglresources.com)
Sent: Monday, August 17, XXXX XX:XX AM
To: [redacted] ; Nicor Advanced Energy Support ; [redacted]@southstarenergy.com
Subject: RE: Revdex.com Unanswered Complaint
We are working on this one. ...

Please note that there was some kind of issue that prevented us from receiving the first notification on 7-21-15. We did not receive this until 8-5-15. We have been in contact with this customer and we are working toward a resolution soon.
Thanks,
Nicor Advanced Energy Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was offered a credit for one month of the difference in cost that I paid and the a early cancellation fee credit. This is not nearly enough for the overage in cost that I paid.
Final Business Response /* (4000, 12, 2015/09/02) */
8-14-15: A Nicor Advanced Energy representative did speak with Ms. [redacted] and explained the program she had enrolled in by mailing in an enrollment card in December of 2013 and that the program performed exactly as detailed in the material she responded to as well as the terms and conditions mailed to her on XX-XX-XX and again with the renewal notice on 11-17-14. Ms. [redacted] stated that she felt she was over-charged and would not consider the complaint resolved. A goodwill credit was offered to resolve the complaint but was not an admission of any wrong-doing as the charges billed to Ms. [redacted] were exactly as detailed in the enrollment material and subsequent terms and conditions received by Ms. [redacted]. Ms. [redacted] stated that she would discuss with her husband and requested to be contacted on 8-17-15. Additional attempts to reach Ms. [redacted] were made on X-XX-XX and 8-20-15. Voicemail messages were left requesting a callback each time.
X-XX-XX: Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than August 28, 2015 or the complaint will be closed.
9-2-15: No response to callback request. Per the details in the letter, this complaint should be closed because Ms. [redacted] has not contacted us for further discussion and did not let us know if she was accepting our resolution offer. Because she replied to the Revdex.com instead, one additional attempt to reach her will be made and if no contact, this issue will be closed.

To the extent that this complaint asserts or implies that Nicor Advanced Energy (NAE) has violated any law or regulation, including but not limited to the Public Utilities Act, the Consumer Fraud and Deceptive Business Practices Act, the Alternative [redacted] Supplier Act, or any Rule adopted by the Illinois C[redacted], or that Ms. [redacted] was misled in any way, NAE denies same. NAE is committed to full compliance with all applicable laws and regulations.Contrary to Ms. [redacted]’s claim, NAE states in all marketing material, on its website and in the verbal agreement enrollment script that Ms. [redacted] agreed to; that NAE is not Nicor [redacted] but is an affiliate.  Ms. [redacted] initiated her enrollment with NAE by calling into the NAE call center and requesting to enroll.  Ms. [redacted] responded to a marketing piece that offered a $100 [redacted] Gift Card to new enrollers and Ms. [redacted] verbally agreed to enroll and received the gift card.Nicor Advanced Energy spoke to Ms. [redacted] again after receiving the notification that she was rejecting the original resolution.  Ms. [redacted] stated that as far as she was concerned the issue was resolved and that she would mail in the final payment and she requested that NAE stop calling her.  NAE considers this issue resolved

A Nicor Advanced Energy (NAE) representative spoke with Ms. [redacted] and explained that she had called NAE requesting to enroll in response to an offer for a $100 [redacted] Gift Card and that she had been sent the gift card on 10-27-15.  It was explained to Ms. [redacted] that she was informed during...

that enrollment that NAE was not Nicor [redacted] but was an affiliate of Nicor [redacted].  It was also explained that she had been billed by NAE on the Nicor [redacted] bill for her contract charges.  Ms. [redacted] did not understand why she now was being billed separately by NAE and it was explained that this was because her agreement with NAE had been canceled but she still had a balance with NAE for charges she had not paid.  NAE offered to waive the $50 early contract termination fee and to issue a goodwill credit to resolve this complaint.  Ms. [redacted] accepted and both Ms. [redacted] and NAE agree that this issue is resolved.

A Nicor Advanced Energy (NAE) representative spoke with Mr. [redacted] and apologized that hiscontract was involved in an issue NAE had with our payment processing facility which resulted in hiscontract being canceled. NAE offered to reenroll Mr. [redacted] in a similar product at a discountedamount....

Mr. [redacted] accepted this offer and both parties consider this issue resolved.

A Nicor Advanced Energy (NAE) representative spoke with Ms. [redacted] and explained that she hadenrolled by mailing in an enrollment form requesting to enroll in the PriceGuard Plan. It was alsoexplained that she was being billed by Nicor Advanced Energy for the commodity and that becausethe utility...

still delivers the gas, they bill for the distribution charges as well as taxes. It is all billed onthe NAE bill. Ms. [redacted] stated that she understood the explanation and requested to cancel. NAEagreed to cancel the contract and waive the $50 early termination fee. Both Ms. [redacted] and NAEconsider this issue resolved.

Findings:  Customer's contract was part of the book of business purchased from [redacted] and is the exact same rate with Nicor Advanced Energy as it was with [redacted].  [redacted] had mailed a letter detailing the purchase to all affected customers in September 2013.  An Annual Terms and...

Conditions Notification had also been mailed by Nicor Advanced Energy on 11-6-14 and on 11-6-15.  It is also notated on the customer’s Nicor Gas bill when the customer is with an alternative natural gas supplier.Action:  A Nicor Advanced Energy ([redacted]) representative spoke with Mr. [redacted] and explained that his contract with [redacted] was a result of the purchase of his contract from [redacted] in 2013.  A letter detailing the transaction was mailed by [redacted] to affected customers at that time.  There have also been 2 renewal letters mailed to the customer in 2014 and 2015.  The [redacted] representative also explained that there was no cancel fee with the contract and that his contract has been canceled and will return to traditional utility service with the next invoice.  Mr. [redacted] understood and both Mr. [redacted] and [redacted] consider this issue resolved.

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 provided nicor advanced energy follows through and does not bill me for cancellation of their services. I will know this when their final bill arrives in may.I appreciate the efforts your agency provided in order for me to receive such a favorable outcome. I do not believe this would have happened unless the Revdex.com stepped in.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The complaint was not RESOLVED to my satisfaction. I asked them to stop harassing me with their annoying phone calls and the only way this bogus company complaint would be considered resolved is with a zero balance owed to rhem. If not, the complaint is valid and truthful in my honest opinion.
Sincerely,
[redacted]