MPower Energy

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].  This response, if made honestly and in good faith, is a satisfactory resolution to this matter.  It is my sincere hope that they follow through on their word and clean up the problem internaly as their response has described.  They shoud note, that my number has been on the do not call list for more than the 30 days referenced in their response and that I do my best to keep that status current as they suggest.  I have not received another call from them since I filed this complaint, so that part of the resolution can be verified.  Thank you for your assistance.  Unless some new event occurs, I consider this matter resolved to my satisfaction.Sincerely, [redacted]

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]

We have spoken to the customer and confirmed her addition to the DNC list. She stated that she has not received any calls since the [redacted]. We explained that this would seem to indicate that her request for addition to the DNC list was in fact honored and that at times it takes a few days to ensure...

that all call centers have checked and scrubbed the lists. She was given direct contact information for the Compliance Department should she have any further questions or issues.

In general, we would like to clarify that the customer is NOT paying two bills. We recommend that the customer pull up an old bill from prior to the switch. Upon examination he will find that he has always paid for two separate services  - supply and delivery. When one signs up with an ESCO the...

ESCO then begins to bill for the supply portion of the bill while the utility which continues to deliver it, continues to bill for their delivery service. the charges do not change and the customer is still making only one payment, however, the new bill will include the name of TWO different vendors. In order to provide more specific information regarding the charges we request that the customer provide us with his account number.

As stated in our original response to this case, the number was immediately added to our DNC list upon receipt of the complaint. We are currently investigating why these violations took place. None of our marketers should have contacted the customer following our last exchange. We 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 permanently. We 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 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.

Based on the information provided in a complaint also filed with the [redacted] the customer has been requesting cancellation through [redacted] rather than through MPower Energy. The only way to ensure cancellation is to contact our office directly else MPower Energy has likely cause to suspect an account has...

been slammed by another [redacted] and has the right to retain it's accounts. The account has now been dropped and will not be reinstated.

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:

[Your Answer Here]
They sign you up with false statements. I am no longer signed with them. However, they keep calling. I receive 4 calls in one day. I would like this to stop. The no-call list doesn't help.
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
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 business. My number is listed on the Do Not Call List and yet I received multiple solicitations from this business. In total we received over 10 unique harassing phone calls and they are clearly lying when stating that they never call a number more than 3 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]

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 required. Kindly provide your phone number and we will add it to our DNC list. Any agent who violates the DNC list is immediately terminated....

Additionally, with the customer's phone number we will be able to identify the agents that failed to report her request and take appropriate disciplinary action.

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 resolved. The latest date I was supposed to get my refund was December *, 2014. Since my [redacted] account was not credited as of yesterday, I would like to know why not. Will 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]

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. 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. We will comb through our records to find any calls placed to this customer. If any evidence of harassment or misrepresentation is found the agent/s will immediately be terminated.Even if our agents simply 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.

It is possible that there was a misunderstanding regarding the requirement to pay the bill. MPower Energy will indeed honor it's promise that the charges would be adjusted if any were applied to the account. The reason why the customer was told that the charges might appear is the same reason why...

the bill must be paid. Only [redacted] is able to physically start or disconnect service. Likewise, [redacted] bills the customer directly. MPower Energy requests enrollment/ or cancellation on behalf of a customer and relays the charges to [redacted], however we do not have the ability to disconnect service ourselves or retract charges. Often times a customer requests cancellation past the window in which the service order may be stopped and billing for that period goes through. In such cases, [redacted] will not disconnect until the next billing cycle and will issue charges for the current one. At that point MPower Energy can credit the customer's account for the amount paid. There is no process by which MPower Energy may retract the charges. If the charges are not paid to [redacted], the utility may choose to disconnect the service and MPower Energy will be unable to stop the disconnection. For this reason, the customer is being urged to pay the bill. The payment will go through [redacted], not MPower Energy, and MPower Energy will then issue a refund for the full amount which will go directly to the account. We apologize for any misunderstanding in this matter.

Our DNC list can take up to 30 days to go into effect. This is because like the FTC's DNC list requirements, our contractors are required to scrub their lists every 30 days. Though we encourage them to do it as often as possible this does not always occur immediately. We will contact our contractors immediately and ensure that this customer's information is erased from their lists. The calls should stop by the start of next week, if not sooner.

MPower Energy takes such allegations very seriously. We have requested recordings from the telemarketers and these recording will be reviewed by our QA Dept. If verified, the agent will be terminated immediately. MPower Energy does not support or condone such marketing tactics and we uphold a Zero...

Tolerance policy for deception of any kind. If this was in fact our agent, he wanted the account number in order to enroll the account for electricity supply. No sensitive information or billing information of any kind is collected or processed by our agents. We will add the customer to a DNC list which will ensure that she will not be contacted again in the future.

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]

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 regulations. Any violation of these regulations is not sanctioned or condoned by MPower Energy. We 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 termination. MPower Energy purchases it''s leads through licensed vendors who scrub their lists regularly in accordance with DNC regulations. We will contact the vendor immediately to find out why we were provided this lead if it was on the list for longer than 30 days. (Numbers added more recently than 30 days may not make the list. Likewise 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 future. With 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 review. If verified, the agents in question will immediately be terminated.