Massachusetts Gas & Electric

Was told I signed up for a program I never heard of.I received a collection notice for about $131. I call the collection agency to see what the balance was about. I was told it was a early termination fee from Nstar. Which I didn't understand how I had an early termination fee when I been with Nstar for 5+years. So I called Nstar to see what this balance was for because I no longer have Nstar. I was told by Rebakah that I didn't have an balance with Nstar. But she said that I was signed up for an program with MA gas & Electric. She gave me the information to called. I called and spoke to an gentlemen who said I signed up for this program called 5 Links which I never of, in [redacted] of 2013. He said I was only enrolled for about 4 weeks so that's why I got the fee. Around that time I in the process of moving and where I live I can't use Nstar. I told the gentlemen. I ask him how do you signed up for the program, he said by a friend or family. I told me the name of the person they claimed signed me up. And I don't know who the person is. He took down my information to look into it more, he said it would take 48-72 hours and I haven't heard from him since and that was two weeks ago. On [redacted] I called back and spoke to [redacted], she told me that they don't do early termination fees. So I asked if they don't do early termination fees why was I charged one. She didn't have an answer, and told me that I should just wait and to hear back from the gentlemen from before. To see what he have found about my account and I'm still waiting.Desired SettlementI want this balance to be dismiss and out of my credit report.Business Response Good evening [redacted]Massachusetts Gas & Electric ("MAG&E") attempted to contact Ms. [redacted] on [redacted] 3 and ** 2014, regarding the complaint Ms. [redacted] filed concerning the alleged billing discrepancies associated with Ms. [redacted]'s electric account and alleged rebate Ms. [redacted] feels is owed to her. MAG&E attempted to resolve the issues outlined in Ms. [redacted]'s complaint; however, we were unsuccessful in doing so as the telephone number on file for Ms. [redacted] is no longer in service and the complaint received by MAG&E does not contain a contact telephone number for Ms. [redacted].MAG&E conducted search of its records and discovered that Ms. [redacted] participated in a web enrollment for her electric supply on [redacted] 2012. Ms. [redacted] enrolled her electric account into MAG&E's variable rate program which is a rate that fluctuates monthly is not guaranteed to be lower than the utility. Additionally, a welcome package was emailed to Ms. [redacted] on [redacted] 2012, which summarized the variable rate program in which Ms. [redacted] enrolled, along with our terms and conditions. A copy of the welcome package emailed to Ms. [redacted] is attached for your records.On [redacted] 2013, MAG&E received notification from the utility that Ms. [redacted]'s electric account had been cancelled with MAG&E due to Ms. [redacted] moving. MAG&E immediately processed the cancellation of Ms. [redacted]'s electric account without a cancellation fee as stated in the welcome package emailed to Ms. [redacted]. We have confirmed that Ms. [redacted]'s electric account has been cancelled and was returned to the utility as of February 28, 2013.Upon receipt of this complaint, MAG&E conducted an account analysis of Ms. [redacted]'s electric account and ¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬-discovered that Ms. [redacted] actually saved money with MAG&E compared to what Ms. [redacted] would have paid with her utility since she began service with MAG&E on [redacted] 2012. Furthermore, MAG&E determined that, due to Ms. [redacted]'s billing status change with her utility, Ms. [redacted] was mailed a letter on [redacted] 2013, notifying her that MAG&E would now be responsible for directly billing Ms. [redacted] for electric supply services. Please be advised that, as stated in the terms and conditions emailed to Ms. [redacted] on [redacted] 2012, MAG&E procedures dictate that "if the local utility removes customer's account from consolidated billing, MAG&E reserves the right to bill the customer directly" for services rendered under the agreement between MAG&E and Ms. [redacted]. Accordingly, MAG&E confirms that, contrary to Ms. [redacted]'s assertions; Ms. [redacted] is not being charged an "early termination fee" as claimed in Ms. [redacted]'s complaint but rather an unpaid balance due to MAG&E for electric supply services.We regret any inconvenience that Ms. [redacted] may have experienced with our company. MAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. MAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.MAG&E has upheld its contractual obligations, confirms that we are in full compliance with Massachusetts rules and regulations and considers this matter closed.Best Regards,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I never signed up for something program, the person they claim signed me up I don't know them. I was told different information about what this fee is for. I can't get any of my questions answer. Also around this time they claim I sign up for this program I was moving. And where I moved we don't use the same companies. Final Business Response Good afternoon [redacted]Massachusetts Gas & Electric ("MAG&E") is receipt of Ms. [redacted]'s rebuttal to MAG&E's response which was submitted to the Massachusetts Revdex.com ("Revdex.com") on [redacted] 2014, wherein Ms. [redacted] asserts that her electric account was enrolled into MAG&E's variable rate program without her authorization. MAG&E has reviewed the facts of Ms. [redacted]'s enrollment and respectfully disagrees with Ms. [redacted]'s position.MAG&E reiterates that Ms. [redacted] participated in a web enrollment for electric account on [redacted] 2014. Attached for your records is a copy of the electronic Letter of Agreement ("LOA") whereby Ms. [redacted] authorized the enrollment of her electric account into MAG&E's variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Upon receipt of Ms. [redacted]'s complaint on [redacted] 2014, MAG&E conducted search of its records with regards to Ms. [redacted]'s assertion that she "was only enrolled for 4 weeks" which is the reason "she got the fee", and determined that Ms. [redacted] received service from MAG&E for a total of three billing cycles from: [redacted] 2013, thru [redacted] 2014. MAG&E reaffirms that, when compared with what Ms. [redacted] would have paid her utility for the aforementioned service periods, Ms. [redacted] actually saved money while enrolled with MAG&E for electric supply. Furthermore, MAG&E was unable to find any evidence to support Ms. [redacted]'s claim that she "was told different information about what this fee is for"; therefore, MAG&E concludes Ms. [redacted]'s assertions to be unfounded. MAG&E hereby confirms that Ms. [redacted]'s electric account was not switched improperly and all charges for energy supply service on Ms. [redacted]'s electric account are correct as rendered.MAG&E considers this matter closed.Best Regards,[redacted]Compliance Specialist

after switching I have been charged by utility company for switching.I wanted to save some money on electricityso decided to switch to MAGE. Before switching called them 3 times to make sure that I will not end up paying more. So I asked them if there will be any penalties or fees from my current company, they said no, if you not on the contract with them you should not. After I got the final bill from my current supplier which is [redacted] I realized that they deceived me. The deliver cost customer charge went from 6.43 to 19.29 and also they prorated all charges for supplying electric for past 3 month to variable rate which is much higher. So I've end up with a bill that more than 100$ higher than normal. So even they electric price is lower([redacted] price was 0.0933 and [redacted] 0.087) I will end up paying more every month for delivery. I have recorded our conversation when they told me that there will be no other charges nor increase I nprice and sure they have record of it too. I called them in regard to this issue but representative told me that supervisor is not available and [redacted] give a call back. Still waiting for them to call Desired SettlementI want them to switch me back to [redacted] and reimburse for extra charges from. Business Response Massachusetts Gas & Electric ("MAG&E") contacted Mr. [redacted] April 1, 2014, regarding the complaint Mr. [redacted] filed concerning the: sales call he received, alleged billing discrepancies associated with Mr. [redacted]'s electric account and alleged rebate Mr. [redacted] feels is owed to him. During our conversation with Mr. [redacted], Mr. [redacted] was advised that MAG&E's sales agents are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first names, state they are calling on behalf of MAG&E (not acting on behalf of the utility) and the purpose of the telephone call. Our sales agents are trained not to engage in misleading or deceptive conduct, nor make false or misleading representations. Additionally, they use words or images that facilitate customer understanding of MAG&E's products and services and reasonable efforts to provide accurate and timely information about MAG&E services and products. MAG&E's sales agents also ensure that any product or service offerings that are made by MAG&E contain information that is designed to be understood by the customer and our sales agent clearly did so in this case, contrary to Mr. [redacted]'s accusation that "they MAG&E deceived me Mr. [redacted]".MAG&E conducted search of its records and determined that a MAG&E sales agent contacted Mr. [redacted] on February 26, 2014, and presented Mr. [redacted] with MAG&E's variable rate program for Mr. [redacted]'s electric account, which is a variable rate that fluctuates monthly and is not guaranteed to be lower than the utility on a monthly basis. During this call, Mr. [redacted] agreed to enroll his electric account into MAG&E's variable rate program and voluntarily proceeded with the Third Party Verification ("TPV") to finalize the enrollment. A welcome package was mailed to Mr. [redacted] for his electric account on March 4, 2014, which summarized the variable rate program that Mr. [redacted] had enrolled into, along with our terms and conditions.Upon receipt of Mr. [redacted]'s complaint and as requested therein, MAG&E has processed the cancellation of Mr. [redacted]'s electric account. We have confirmed that Mr. [redacted]'s electric account is scheduled to return to the utility on April 9, 2014. Please be advised that MAG&E does not control when a customer's account is returned to the utility. This date was provided to MAG&E by Mr. [redacted]'s utility.With regards to Mr. [redacted]'s statement that: he "asked them MAG&E if there will be any penalties or fees from my Mr. [redacted]'s current company?", please be advised that as stated in the TPV which Mr. [redacted] completed at enrollment on February 26, 2014: "MAG&E is an authorized electric supplier in Mr. [redacted]'s area. MAG&E is not the utility or affiliated with the utility company", and as such, MAG&E is unaware of contractual obligations, if any, between a customer and the utility company. Furthermore, MAG&E is not responsible for any fees including: cancellation fees, early termination fees or any fees assessed to the customer as result of a contract breach between the customer and the utility company. Accordingly, MAG&E concludes that there is no rebate due to Mr. [redacted] as "reimbursement for extra charges" from his utility. We advise Mr. [redacted] to contact his utility to discuss this matter.We regret any inconvenience that Mr. [redacted] may have experienced with our company. [redacted] prides itself on our sales and customer service teams and the ongoing training that we provide. [redacted] will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.Finally, we have placed telephone number (XXX) XXX-XXXX on our internal "Do Not Call" list to ensure that Mr. [redacted] and Mr. [redacted] do not receive any future sales calls from our company.Best Regards,[redacted]

MAG&E came to my house on January of this year offering their lower rates, and failed to deliver said rates for four months after I signed upMAG&E came in knocking on my door and talked me into getting into a program to pay less for electricity. after being told that it was going to reduce my electricity bills because I would be provided a lower rate I signed up. They failed to deliver the lower rates for four months, at the end of the third month (after looking at my bill and still seeing the regular rate) I decided to contact their offices and I was told they did not have any records of my application but they could help me fill another application. I declined and proceeded to sign up with a different provider because I saw a lack of responsibility. Five months after our initial I signed up they cleverly started providing the lower rate and immediately sent a letter stating I owed them $220 which I am unwilling to pay since they took so long to give me service and failed to acknowledge they had signed me up. I would have stayed with them if they started the service on time. now I cant back of my contract with the other company that started to give me service promptly as MAG&E should have done.Desired SettlementI want the $220 dollars that they are charging me waived in the account that they failed to deliver me the agreed rate for several months after signing up with them and also failed to see that I had signed up even when part of the application process happens over the phone. I see this as a foul play from MAG&E.Business Response Massachusetts Gas & Electric ("MAG&E") contacted Mr. [redacted], on June 3, 2015, regarding the complaint Mr. [redacted] filed concerning the alleged early termination fee ("ETF") assessed on Mr. [redacted]'s electric account. During our conversation with Mr. [redacted], we discussed the below facts and findings regarding the concerns outlined in his complaint.MAG&E conducted research of its records and determined Mr. [redacted] was approached by a MAG&E door-to-door sales representative on March 11, 2015, who clearly presented Mr. [redacted] with MAG&E's two year fixed rate program with a rate of 0.11790 per kWh for his electric account, which is a non-fluctuating rate not guaranteed to be lower than the utility. During this sales presentation Mr. [redacted] agreed to enroll his electric account into MAG&E's fixed rate program and voluntarily proceeded with the Third Party Verification ("TPV") to finalize the enrollment. Mr. [redacted] explicitly confirmed in the TPV he was the individual authorized to enroll the referenced electric account with MAG&E and affirmatively acknowledged he understood Massachusetts Gas & Electric is not the utility or affiliated with the utility company but is a licensed energy supplier in his area. Moreover, during the TPV we confirmed with Mr. [redacted] he was enrolling with Massachusetts Gas & Electric, explained the product terms, effective date and rescission period - once again Mr. [redacted] stated he understood and agreed to enroll his electric account into our fixed rate program. Additionally, a welcome package was emailed to Mr. [redacted] on March 13, 2015, summarizing the fixed rate program in which Mr. [redacted] enrolled, along with our terms and conditions which clearly states if "Customer cancels this Agreement prior to the end of the Initial Term, Customer will pay an early cancellation fee of $10 per month from the date that MAG&E receives Customer's cancellation request to the expiration of the Initial Term of the Agreement." A copy of the welcome package emailed to Mr. [redacted] is attached for your reference. On May 1, 2015, MAG&E received a cancellation notice from Mr. [redacted]'s utility for his electric account. MAG&E immediately processed the cancellation of Mr. [redacted]'s electric account. MAG&E confirms Mr. [redacted]'s electric account was returned to the utility on May 12, 2015 - twenty-three (23) months prior to the maturation date of Mr. [redacted]'s Agreement with MAG&E. Accordingly on May 14, 2015, Mr. [redacted]'s electric account incurred an early termination fee in the amount of $220.00 due to his request to cancel his electric account before the end of the initial term. With regards to Mr. [redacted]'s assertions MAG&E "was going to reduce my Mr. [redacted]'s electricity bills", please be advised MAG&E sales agents are trained to completely adhere to our policies and guidelines when presenting our programs to customers. When sales agents engage in negotiations with customers, agents provide their first name, state they are with MAG&E (not acting on behalf of the utility) and the purpose of the solicitation. Our sales agents are trained not to engage in misleading or deceptive conduct, nor make false or misleading representations. Furthermore, our sales agents use words or images which facilitate customer understanding of MAG&E's products and services and make reasonable efforts to provide accurate and timely information about MAG&E services and products. MAG&E's sales agents also ensure that any product or service offerings made by MAG&E contain information designed to be understood by the customer. Additionally, MAG&E has searched its telephone records with regards to Mr. [redacted]'s claim he contacted MAG&E's offices "and was told they MAG&E did not have any records of my Mr. [redacted]'s application". MAG&E was unable to locate any recent calls received from Mr. [redacted], contrary to his assertions. Consequently, MAG&E refutes Mr. [redacted]'s allegations and concludes them to be unfounded. Furthermore, MAG&E hereby affirms we are in full compliance with Massachusetts rules and regulations.Upon receipt of this complaint, Mr. [redacted] was contacted by a MAG&E Compliance Specialist regarding the early termination fee for his electric account. During our conversation with Mr. [redacted], we presented Mr. [redacted] with a new fixed rate program for his electric account and, contingent upon the re-enrollment of Mr. [redacted]'s electric account with MAG&E, Mr. [redacted]'s assessed early termination fee would be waived. Mr. [redacted]'s acknowledged he understood and arranged to have MAG&E contact him in the immediate future for the re-enrollment of his electric account. We regret any inconvenience Mr. [redacted] may have experienced with our company. MAG&E prides itself in our sales and customer service teams and the ongoing training we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions we provide to our customers.Finally, we have added telephone numbers (XXX) XXX-XXXX and (XXX) XXX-XXXX on our internal "Do Not Call" list to ensure Mr. [redacted] does not receive future sales calls from our company.

The company insist that I owe them money. Despite me writing their legal department as they requested and me providing proof of payment via [redacted] Despite faxing over all documents requested by mass Gas and Electric of payment received via [redacted] they continously send letters phone calls.Desired SettlementIn writing they clear the matter and in their system and all their vendors and that letter be sent to me and all vendors I involved.Business Response Massachusetts Gas & Electric ("MAG&E") left a voice message for Mrs. [redacted] on [redacted] 2 and ** 2014, regarding the complaint Mrs. [redacted] filed concerning the alleged billing discrepancies associated with her electric account. MAG&E attempted to resolve the issues outlined in Mrs. [redacted]' complaint; however, we were unsuccessful in doing so as, to date, Mrs. [redacted] has not returned our phone calls.MAG&E conducted research of its records and confirmed that Mrs. [redacted] began receiving service from MAG&E on [redacted] 2012. Mrs. [redacted]' electric account was enrolled into MAG&E's variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to Mrs. [redacted] on [redacted] 2012, which summarized the variable rate program into which she enrolled, along with our terms and conditions. A copy of the welcome package sent to Mrs. [redacted] is attached for your reference.MAG&E received notification from Mrs. [redacted]' utility stating Mrs. [redacted]' electric account is in a past due status. MAG&E made several attempts to collect the unpaid balance due from Mrs. [redacted] to avoid service interruption, to no avail. Accordingly, on [redacted] 2013, MAG&E submitted a request to Mrs. [redacted]' utility to have her electric account cancelled with MAG&E due to the arrears balance. MAG&E hereby confirms Mrs. [redacted]' electric account has been cancelled and was returned to the utility on [redacted] 2013.Upon receipt of this complaint, MAG&E conducted research of its records with regards to Mrs. [redacted]' claims that MAG&E legal department requested "proof of payment" and Mrs. [redacted] allegedly "provided proof of payment via the utility" and was unable to find any evidence to support Mrs. [redacted]' claims. Please be advised that MAG&E participates in consolidated billing with the utility. MAG&E does not prepare billing statements for customers, nor does MAG&E have access to copies of any billing statements issued by the utility, including those that include our supply charges and any applicable taxes. In regards to the statement in Mrs. [redacted]' complaint that MAG&E "insist that I Mrs. [redacted] owe them MAG&E money", MAG&E searched its records and confirms that MAG&E issued monthly billing statements to Mrs. [redacted]' utility; however, due to Mrs. [redacted] electric account being in arrears with the utility, to date, MAG&E has not received the full balance due for the electric supplied to Mrs. [redacted] by MAG&E. As a result, it has become MAG&E's responsibility to collect any unpaid balance for the affected billing periods.We regret any inconvenience that Mrs. [redacted] may have experienced with our company. MAG&E prides itself on our customer service team and the ongoing training that we provide. MAG&E will continue to monitor our customer service team to maintain the quality of our customer service calls and the resolutions that we provide to our customers.Finally, we have placed telephone numbers (XXX) XXX-XXXX on our internal "Do Not Call" list to ensure that Mrs. [redacted] do not receive future sales calls from our company.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My account was not in arrears at the time of my enrollment. I contacted the company and they said to send in proof that my bill was paid in full to their legal department. I sent the bill into the legal department repeatedly with no resolution. Despite sending in my [redacted] bill stating it was paid in full. I was still denied access as a customer. I appreciate the company putting me on their do not call list. I do not trust the company to honor a phone call after being told by the reps and legal department that they would send someone to my house to collect a debt that is not valid. My lights have never been shut off. If I am in arrears a shut off will happen. I want them to in writing show me my payments do that run concurrent with what I have sent into [redacted] To resolve the issue I want access to the rates being provided by the company.Final Business Response Massachusetts Gas & Electric ("MAG&E") is in receipt of Mrs. [redacted]' rebuttal dated [redacted] 2014, wherein Mrs. [redacted]' alleges she provided proof of payments in full to MAG&E and request for the rates charged by MAG&E.MAG&E reiterates, we have conducted thorough research of our records with regards to Mrs. [redacted]' assumption that she "sent the bill into the legal department repeatedly with no resolution" and we were unable to find any evidence to support Mrs. [redacted]' claims. Please note MAG&E's legal department has not requested a "bill" from Mrs. [redacted]' nor have we reviewed Mrs. [redacted]' concerns prior to receipt of this complaint on [redacted] 2014. Accordingly, MAG&E concludes Mrs. [redacted]' has mistaken our legal department, who does not handle billing matters, for MAG&E's billing department, which operates independently to collect balances owed. Nevertheless, we have confirmed with our billing department that Mrs. [redacted] will be mailed an invoice with a charge detail for her electric account as requested in this rebuttal. Mrs. [redacted] may expect to receive this statement within the next week or two.Furthermore, with regards to Mrs. [redacted]' disbelief of her electric account being in arrears; MAG&E hereby reaffirms we received notification from Mrs. [redacted]' utility informing MAG&E Mrs. [redacted]' electric account was in arrears on [redacted] 2013. As stated in our initial response, MAG&E participates in consolidated billing with the utility; MAG&E does not prepare billing statements for customers, nor does MAG&E have access to copies of any billing statements issued by the utility, including those that include our supply charges and any applicable taxes. Therefore, we recommend Mrs. [redacted] contact her utility directly upon receipt of her electric supply charge detail to compare the billing and payment history for her electric account, if she so desires.Finally, MAG&E also searched its telephone phone records with regards to Mrs. [redacted]' statement that representatives from MAG&E told Mrs. [redacted] MAG&E "would send someone to my Mrs. [redacted] house to collect" the unpaid balance and was unable to find any evidence to support Mrs. [redacted]' allegation. Accordingly, MAG&E refutes Mrs. [redacted]' allegations, concludes them to be unfounded and hereby re-affirms that Mrs. [redacted]' electric account has been billed in accordance with the terms and conditions provided for her electric account; therefore, MAG&E will continue its collection efforts for the electric supply balance owed to MAG&E for Mrs. [redacted]' electric account.