MPower Energy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This company is obviously lying because even though my home phone has been listed on the DNC Registry for many years, MS Power has continued to phone me time and time againSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This response does not address the substance of my complaint and it continues to obfuscate the behavior of this businessMy number is listed on the Do Not Call List and yet I received multiple solicitations from this businessIn total we received over unique harassing phone calls and they are clearly lying when stating that they never call a number more than times.The company did not apologize and has not provided any real explanation for this egregious and illegal behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

MPower Energy's policies are in strict compliance with FTC and FCC telemarketing regulationsOur telemarketers are only permitted to call between the hours of 8am and 9pm and each marketing entity is only permitted to call each number up to three times per day"Hundreds of times in the past year" is not a number that we can investigate and either way, would not be considered illegal activity unless the customer had answered the call and informed the callers that she did not wish to be contacted again in the futureShe admits to never having taken the callOur agents do not leave messages and this is not in violation of any federal or local telemarketing requirement We are investigating the customer's claims about the number belonging to a locksmithThough this is the first we have heard of it, a [redacted] search revealed that others have found the same resultsThis matter concerns us greatly since we have taken all necessary steps to ensure that our number displays correctly on customers' caller IDs.We have been informed by our vendor that this may be due to a failure on the phone carrier's part to update their recordsCaller ID is a feature provided by the phone carrier and while MPower Energy must register the number they are utilizing, the phone carrier could still be displaying the old owner of the numberWe continue to look into the matter as this is not a satisfactory solution for our customers or for MPower Energy The number provided in the complaint will now be added to an internal DNC list which should ensure that the customer is not contacted again in the futureIt should be noted however, that there is a requisite amount of time to ensure that all marketers are aware of the customer's addition to the list and though in most cases the calls will stop immediately, the changes could take up to days to take effect With regard to our marketer's awareness of the customer's previous address, we have contacted the customer for additional information about the exchange but received no answer at the number provided

MPower Energy takes such allegations very seriouslyWe have requested recordings from the telemarketers and these recording will be reviewed by our QA DeptIf verified, the agent will be terminated immediatelyMPower Energy does not support or condone such marketing tactics and we uphold a Zero Tolerance policy for deception of any kindIf this was in fact our agent, he wanted the account number in order to enroll the account for electricity supplyNo sensitive information or billing information of any kind is collected or processed by our agentsWe will add the customer to a DNC list which will ensure that she will not be contacted again in the future

Our DNC list can take up to days to go into effectThis is because like the FTC's DNC list requirements, our contractors are required to scrub their lists every daysThough we encourage them to do it as often as possible this does not always occur immediatelyWe will contact our contractors immediately and ensure that this customer's information is erased from their listsThe calls should stop by the start of next week, if not sooner

As stated in our original response to this case, the number was immediately added to our DNC list upon receipt of the complaintWe are currently investigating why these violations took placeNone of our marketers should have contacted the customer following our last exchangeWe would like to assure both the customer and the Revdex.com that we are taking this complaint seriously and that the necessary actions will be taken to ensure that the calls stop immediately and permanentlyWe will update the Revdex.com on this case as soon as we identify the gap in our DNC protocols

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 and the matter has been resolved Sincerely, [redacted] ***

MPower Energy fully complies with the regulations of the Board of Public [redacted] and with local and federal DNC regulationsAny violation of these regulations is not sanctioned or condoned by MPower EnergyWe uphold a Zero Tolerance Policy in matters of DNC violations and misrepresentation/misinformation of any kind and such violations (if verified) are grounds for immediate terminationMPower Energy purchases it''s leads through licensed vendors who scrub their lists regularly in accordance with DNC regulationsWe will contact the vendor immediately to find out why we were provided this lead if it was on the list for longer than days(Numbers added more recently than days may not make the listLikewise one must be diligent about ensuring ones request for inclusion on the DNC is current)From this point forward, the number has been added to our internal DNC list and will not be contacted again in the futureWith regard to the actual calls in question and the allegations of misrepresentation, MPower Energy will pull all recordings related to the number listed in this complaint and submit them to our QA department for reviewIf verified, the agents in question will immediately be terminated

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The issue has not been resolvedThe latest date I was supposed to get my refund was December *, Since my [redacted] account was not credited as of yesterday, I would like to know why notWill MPower be refunding me with a check, or is the amount going back to my [redacted] account? How long does it take once the credit is issued for me to get the refund? Will I get a notification once the credit is issued? I really would like this issue to be resolved as soon as possible Sincerely, [redacted]

The customer was contacted by a third party telemarketer selling on MPower's behalfAs we are no longer doing business with this vendor, we are currently attempting to locate the recording of the sale to determine whether the agent misinformed the customerOur sales agents are not permitted to guarantee any savingsThey may cite historical numbers in their sales pitch but are required to specify that the results are average and historicalFurthermore, none of our agents are authorized to guarantee any savingsThe customer says that [redacted] informed her that MPower's rates vary from month to monthIn fact, Mpower offers both fixed rate products and variable though the customer enrolled under a variable rate structureThis rate structure, by definition, fluctuates according to the current market rates at which MPower purchasesIn recent months, electricity rates have risen drasticallyCustomers whose switch coincided with the price surge mistakenly attributed the rise in electricity costs to the switch in suppliers when in fact prices have gone up across the boardRegardless, under the variable rate structure there are months in which ***'s pricing may in fact be lower than MPower's, just as there will be other's in which the savings with MPower more than compensate for the more expensive monthsFor this reason, our agents are trained to specify that savings can only be accurately assessed after a full months in serviceThe customer has only been in service with MPower for months We deeply regret that the customer's experiences with our sales agent and customer service agent were less than satisfactory and we will use this complaint to better train our representativesThough we cannot honor the guarantee of 15% savings going forward, should the customer choose to remain in service with MPower for the full months, we can guarantee a minimum of 1% savings at the end of the termOtherwise, MPower Energy can certainly drop the account and credit it according to ***'s rates for the past months as per the customer's request

If this is in fact the case, then the issue lies with the list vendors rather than the energy companies themselvesMPower has been diligent about purchasing from licensed and reputable companiesIf a pattern of consistent failures on the list vendor's part becomes apparent to us we terminate our business with them immediatelyFor the moment though, MPower has already taken the necessary steps to resolve the customer's request not to be contacted and we request in turn, that this complaint be marked as resolved by the Revdex.com

As our leads are purchased from certified vendors we are currently investigating how a number that is registered with the federal DNC list was included in a list that we purchased, however, the number has now been added to our internal DNC list and will not be contacted again

MPower Energy's policies are in strict compliance with FTC and FCC telemarketing regulationsOur telemarketers are only permitted to call between the hours of 8am and 9pm and each marketing entity is only permitted to call each number up to three times per dayCold calls to cellphones are
prohibitedOur lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusivelyAdditionally, MPower Energy maintains an internal DNC listNumbers on this list are immediately removed from lead lists provided to our in-house sales agents and these numbers are updated and accessible in real-time to all independent contractorsCalls to any number on our internal DNC list are punishable by steep fines and ultimately terminationOur agents are required to report requests for addition to the DNC list immediately and to instruct the potential customer to contact us directly regarding this request as wellIn the case of verified failure to do so, agents are promptly terminatedAs our calls are spot checked, there are times that we only become aware of an agent’s failure to report a request for addition to the DNC list after a complaint has been lodged. MPower Energy has allocated significant resources toward record retention and compliance including numerous Quality Assurance specialists whose sole responsibility is the close monitoring of sales and retention campaigns and who are usually able to locate the recording in question swiftly.If our agents failed to report the request for addition to the DNC, they will be held responsible for not relating the request or advising the customer to contact MPower directly.The number listed in this complaint has now been added to our internal DNC list and the customer will not be contacted again once the change goes into effect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
They are still cslling mr
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I've been on the DNC list since it was first created (years ago?) I've verified that I'm still on itThis is the second energy company that I've received such call from.In my opinion, both companies used the same sales people who purposely ignoring the list
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The number in this complaint will be added to an internal DNC list and the calls will be stoppedAgents who failed to report requests to not be called will be subject to severe disciplinary action as well

Although our agents are required to relay a request for addition to the DNC list this does not always guarantee that they are reporting the requests as requiredThe number provided in this complaint has now been added to our DNC listAny agent who violates the DNC list is immediately terminated
Additionally, we are searching for the agents that failed to report the requestThe agents will be terminatedThey are permitted a total of calls before the lead must be scrubbed from their list

The customer is correctThe refund was overlooked due to a processing error and will be sent out this afternoon (12/**/14) The exact amount to be credited is $We do not issue checks directly to the customersAll credits are wired directly to ***These are then applied to the *** account and will be applied toward current or future balancesIf a check is preferable, the customer may obtain one from *** *** after MPower has sent the wireEither way, *** *** can verify the amount that was appliedWe recommend that she allow until Monday of next week to check with *** *** due to the holiday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I had previously filed a complaint (#***) against MPower for its aggressive sales practices and refusal to cease sales calls when I requested I be removed from the listThe situation was addressed by the Revdex.com and the company indicated that it would stop its sales callsThey have begun calling again, and I'd like to reinstate my complaint against them, as they had previously committed to cease/desist these unwanted sales practices at my request. I would like for them to abide by both my previous request and their previous commitment to cease/desist these phone calls
Sincerely,
*** ***