MPower Energy

Based on the name and address we have no record of this customer's account having been submitted for enrollmentWe request that the customer please provide us with his account number in order to check the status of his enrollment

The only way for the company to sign up the customer is if the customer provided his information over the phoneThis requires the customer to go through a Third Party Verification process as wellNo agent can enroll a customer without the customer's information and TPV recordingThe recordings
will be submitted to the QA department for review and verificationRegardless, the customer will be dropped immediately and any billing which may occur prior to the switch back to *** will be adjusted according to ***'s rates.Regarding the customer's attempts to reach us, we have checked our IVR and found no evidence of a loopThe IVR appears to be working well

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 receive almost daily calls from Mpower from *** sales peopleI have requested that they remove me from the list, and these requests usually end up with a laugh or an expletiveI have filed a complaint about them with the Revdex.com beforePlease have these calls stop!!!! I want them to never call me again!
Sincerely,
*** ***

As stated in our original response to this complaint, the customer's information was added to our internal DNC list and our marketers were directly notified of its additionUnfortunately in some cases, (such as this one) we can only take corrective action after the violation has occurred since all necessary steps were taken in response to the initial complaint and we did not identify any gap in our compliance protocolsMPower Energy is conducting an investigation in response to this complaint and convening with all marketing supervisors to identify the cause of this breech and to put a definite stop to the callsIt may take a few days to arrive at and implement an effective solution but we would like to assure the customer that her complaint is being taken very seriously and that immediate action has been taken in response

Revdex.com:
For the record in reference to MPower's response, - *** and not *** is my utility company.- At last correspondence, I was told charges will appear but no offer of a credit was presented even after I reminded staff that he offered credit on previous correspondence.- If MPower will honor its promise that charges will be adjusted and a refund will be issued to my *** account, then I find that acceptable. I have reviewed the response made by the business in reference to complaint ID ***, and have made my response above, and find that this resolution is satisfactory to me
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:
Hi *** ***,
I do not wish to do business with MPower. I want them to credit my account according to ***'s rates for the six months I joined up with them. Thank you
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
** ***

The number provided in the complaint has been added to our DNC list and will not be contacted again

Agents who fail to report DNC requests are subject to disciplinary actionNevertheless, the agents do not always report these requestsOur platform discards the lead after total calls which curbs the possibility of harrassment even if the agent fails to report such a requestBecause MPower
Energy provides leads to its telemarketers, if the DNC request was not reported, the calls would continue for the permitted timesThe number has now been added to MPower Energy's DNC list which will be sent out to all telemarketers working on our behalf

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 lodgedWithout specific information from the customer filing the complaint it may be difficult to pinpoint the responsible agentThat being said, MPower Energy has allocated significant resources toward record retention and compliance including numerous *** *** *** whose sole responsibility is the close monitoring of sales and retention campaigns and who are usually able to locate the recording in question swiftlyIt 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.
It appears that our agents failed to report the request for addition to the DNC and they will be held responsible for not advising the customer to contact MPower directly.The account had now been added to our internal DNC list and the customer will not be contacted again once the change goes into effectFurthermore, MPower Energy is contacting our leads vendors to investigate why a number that is purportedly on the Federal DNC list made it into our lists

We reached out to the customer and informed her that every measure would be taken to ensure that she not be contacted again in the future and that the respective agents be disciplined accordingly.  MPower Energy has identified the agent in question. Although the sale was not carried out in...

accordance with our Code of Conduct and severe disciplinary action will nevertheless be taken, we were not able to find the exchanges the customer has reported. The call center has been notified that should any agent or [redacted] take it upon themselves to contact the customer again whether through our calling platform or outside of it, MPower Energy will terminate its relationship with them. When we spoke with the customer she was given the direct phone number for our Compliance Dept. in case of any questions or issues down the line. As per her request we also reached out to the occupants at the residence to keep them updated concerning the investigation. The number has been added to our DNC list and will no longer be contacted.

If this is in fact the case, then the issue lies with the list vendors rather than the energy companies themselves. MPower has been diligent about purchasing from licensed and reputable companies. If a pattern of consistent failures on the list vendor's part becomes apparent to us we terminate our business with them immediately. For 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.

MPower Energy's policies are in strict compliance with FTC and FCC telemarketing regulations. Our 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. Cold calls to cellphones are...

prohibited. Our lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusively. Additionally, MPower Energy maintains an internal DNC list. Numbers 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 contractors. Calls to any number on our internal DNC list are punishable by steep fines and ultimately termination. Our 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 well. In the case of verified failure to do so, agents are promptly terminated. As 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. Without specific information from the customer filing the complaint it may be difficult to pinpoint the responsible agent. That being said, 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. It 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 31 days to take effect. 
It appears that our agents failed to report the request for addition to the DNC and they will be held responsible for not advising the customer to contact MPower directly.The account had 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# [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 again. Sincerely,[redacted]
 
 
 
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 regulations. Our 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. Cold calls to cellphones are...

prohibited. Our lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusively. Additionally, MPower Energy maintains an internal DNC list. Numbers 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 contractors. Calls to any number on our internal DNC list are punishable by steep fines and ultimately termination. Our 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 well. In the case of verified failure to do so, agents are promptly terminated. As 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. Without specific information from the customer filing the complaint it may be difficult to pinpoint the responsible agent. That being said, 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. It 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 31 days to take effect. 
It appears that our agents failed to report the request to not be called again and they will be held responsible for not advising the customer to contact MPower directly.The account had now been added to our internal DNC list and the customer will not be contacted again once the change goes into effect. The account has also been dropped and termination fee waived.

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 does not condone the marketing tactics employed by these agents. This is strictly against our agents' Code of Conduct and these agents will be terminated. Before even beginning their sales pitch our agent's are required to identify themselves as representatives of a third party...

supplier NOT affiliated in any way with the utility.  These agents acted of their own accord and we do apologize for the way these agents represented our company.  They should not have been able to sign up the customer if no document was signed and if the account number was not provided. Furthermore, even enrollments with signed contracts require the completion of a third party verification as an added measure of protection against such instances. We request though, that the customer provide us with his [redacted] account number in order to confirm this.

MPower Energy's policies are in strict compliance with FTC and FCC telemarketing regulations. Our 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. Cold calls to cellphones are...

prohibited. Our lists are scrubbed against state and federal DNC lists regularly in accordance with regulations and our leads are purchased from licensed vendors exclusively. Additionally, MPower Energy maintains an internal DNC list. Numbers 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 contractors. Calls to any number on our internal DNC list are punishable by steep fines and ultimately termination. Our 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 well. In the case of verified failure to do so, agents are promptly terminated. As 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. Without specific information from the customer filing the complaint it may be difficult to pinpoint the responsible agent. That being said, 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. It 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 31 days to take effect. It appears that our agents failed to report the request for addition to the DNC and they will be held responsible for not 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.We are also investigating why this number appeared among our leads. As previously stated our leads are purchased from licensed vendors who guarantee that they are selling only scrubbed lists. We will update the Revdex.com with our findings. How long has the customer been on the DNC list and if longer than 6 months, has he recently renewed this request?

The customer filed the second complaint 8 days after filing the initial one. In our response she was advised to wait 31 days because it can at times take a while for all vendors to access or DNC and properly scrub their lists.

MPower
Energy's policies are in strict compliance with FTC and FCC telemarketing
regulations. Our 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 future. She admits to never having taken the call. Our 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 locksmith. Though this is the first we have heard of it, a [redacted] search revealed that others have found the same results. This 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 records. Caller 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 number. We 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 future. It 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 31 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.

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]