MPower Energy

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.

The customer was contacted by a third party telemarketer selling on MPower's behalf. As 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 customer. Our sales agents are not permitted to...

guarantee any savings. They may cite historical numbers in their sales pitch but are required to specify that the results are average and historical. Furthermore, none of our agents are authorized to guarantee any savings. The customer says that [redacted] informed her that MPower's rates vary from month to month. In fact, Mpower offers both fixed rate products and variable though the customer enrolled under a variable rate structure. This rate structure, by definition, fluctuates according to the current market rates at which MPower purchases. In recent months, electricity rates have risen drastically. Customers 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 board. Regardless, under the variable rate structure there are months in which [redacted]'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 months. For this reason, our agents are trained to specify that savings can only be accurately assessed after a full 12 months in service. The customer has only been in service with MPower for 6 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 representatives. Though we cannot honor the guarantee of 15% savings going forward, should the customer choose to remain in service with MPower for the full 12 months, we can guarantee a minimum of 1% savings at the end of the term. Otherwise, MPower Energy can certainly drop the account and credit it according to [redacted]'s rates for the past 6 months as per the customer's request.

Review: they said their rates were lower and promised a 20 % bill reduction on my energy bill. My billed DOUBLE since my last statement! I want a refund of my money.Desired Settlement: Refund of difference overcharged since service did NOT reduce my prince. My bill is $361.38 and if I would have stayed with [redacted] WOULD HAVE BEEN $179.97

I want my service cancelled immediately and also to be removed from their telemarketing directory they were calling me non stop before.

Consumer

Response:

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,

Review: I've cancelled this service and their representatives a relentlessly calling to reinstate even after repeatedly telling them no. They keep asking why.Desired Settlement: The calls and all communication stops

Business

Response:

Our agents are required to report requests for addition to the DNC list, and continuing to call a customer who has explicitly requested that the calls stop is against our Code of Conduct. Furthermore, our calling platform discards a lead after 3 attempts. Unfortunately, we cannot always account for agents who choose to deviate from the rules though their actions are neither encouraged nor condoned by MPower and are dealt with severely when brought to our attention. In the event that a caller reports such behavior, we search our call logs in order to locate recordings of the call and to identify the agent or agents in question. Verified offenses are punishable by immediate termination.It is always best to request addition to our DNC list directly through MPower and not through its telemarketers. The Compliance Dept. can ensure immediate addition to our internal DNC list against which all contractors are requested to scrub their lists. Although like the FTC's list, this can take up to 30 days to go into effect, every effort is made to ensure that the calls stop as soon as the complaint is brought to our attention. The number has been added to our list and the calls should stop by the start of next week.

Review: This company has called me repeatedly for months about hiring them to lower my energy costs. I and my husband have asked them repeatedly to take us off of their call lists. last night in fact, was the latest I have told them not to call my home. And today, they have called AGAIN!!!Desired Settlement: I would like for them to honor my request to remove me from their contact list and cease/desist from contacting me.

Business

Response:

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. 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.

Review: I have told them that I was not interested. They continue to call me, sometimes twice a day even though I have requested on numerous occasions that they remove me from their calling list.Desired Settlement: To be remove from their calling list.

Business

Response:

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.

Consumer

Response:

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 are still cslling mr

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Consumer

Response:

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,

Review: I receive unsolicited phone calls from this company almost daily. We have asked to be removed and they have continued calling.Desired Settlement: I desire an apology and a comittemment to stop calling unsolicited numbers.

Business

Response:

Our agents are required to report requests for addition to the DNC list, and continuing to call a customer who has explicitly requested that the calls stop is against our Code of Conduct. Furthermore, our calling platform discards a lead after 3 attempts. Unfortunately, we cannot always account for agents who choose to deviate from the rules though their actions are neither encouraged nor condoned by MPower and are dealt with severely when brought to our attention. In the event that a caller reports such behavior, we search our call logs in order to locate recordings of the call and to identify the agent or agents in question. Verified offenses are punishable by immediate termination.It is always best to request addition to our DNC list directly through MPower and not through its telemarketers. The Compliance Dept. can ensure immediate addition to our internal DNC list against which all contractors are requested to scrub their lists. Although like the FTC's list, this can take up to 30 days to go into effect, every effort is made to ensure that the calls stop as soon as the complaint is brought to our attention. The number has been added to our list and the calls should stop by the start of next week.

Review: Representatives from MPower Energy keep calling me on my cell phone, sometimes pretending to represent Con Edison, and trying to convince me to use them for my power, even though I've already told them quite clearly that I don't want to and that they should stop calling me.Desired Settlement: Desired Settlement: Stop Contacting Me

Business

Response:

We attempted to contact the customer to discuss the situation with him but were unable to reach him directly. We will continue to try to reach him, but in the meantime a voicemail was left informing the customer that his number will be added to an internal DNC list. I also provided the customer with direct contact information for the compliance department. Thus far the customer has been dealing with Mpower's independent contractors and not directly with Mpower. Contacting a customer who requests not to be contacted is in direct violation of our sales agents' code of conduct but these requests cannot be officially logged (neither can failure to respect a customer's request, for that matter) unless the customer contacts us directly. Any agent found to have contacted a number on our DNC list is steeply fined and repeat offenses result in termination. Now that this number has been added to the list there will be greater accountability for any agent who violates this policy.

Review: MPower Energy LLC persistently call regarding an energy savings benefit they purport to offer with the claim that your current energy provider's offers are ending. Eeven though you say no, no thanks, not needed - they continue to harass you with calls.Desired Settlement: I would really like to be removed from their call list and be placed on a do not call list so I will not be contacted by them in the future.

Business

Response:

The customer's information will be added to an internal DNC list which will ensure that the agents stop calling.

Consumer

Response:

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,

Review: I have asked those that call me on [redacted], to take me off their calling list since this January. They call me on a daily basis. I have asked them each time to remove my number from their list to no avail. I find this a form of harassment and I want it to stop. I am still waiting on the shift [redacted] to call and clear my number from their list!Desired Settlement: I want them to cease calling me!

Business

Response:

Agents who fail to report DNC requests are subject to disciplinary action. Nevertheless, the agents do not always report these requests. Our platform discards the lead after 5 total calls which curbs the possibility of harrassment even if the agent fails to report such a request. Because MPower Energy provides leads to its telemarketers, if the DNC request was not reported, the calls would continue for the permitted 5 times. The number has now been added to MPower Energy's DNC list which will be sent out to all telemarketers working on our behalf.

Consumer

Response:

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,

What would it take for them to abide by the do not call regulations?

Review: I was contacted on ** March by MPower. Their name came up on called ID. However, the called asked to speak to the authorized account holder for [redacted]. I asked what he was calling about and he requested several times, a specific number from our [redacted] bill. As we recently moved and closed our [redacted] account, I was suspicious. As such, I asked a series of questions before disclosing our account had been closed. The called, of Indian descent answered as follows:

What company do you work for? [redacted]

What is your name? [redacted] (at this point he asked if I spoke [redacted]?)

What is your phone number? ###-###-####

What department do you work for at [redacted]? "Re-validation department"

What address do you have on file regarding our [redacted] account? Answered with the address of a home we sold two months ago

At this point, I indicated that we no longer had an account, nor lived at the address. He continued to ask if I had my [redacted] bill handy and if I could provide details from the bill, and represented himself from [redacted]. He indicated there must be a balance due and he needed information from me. I persisted in indicating that we were no longer associated with the account, and he transferred me to a supervisor. At this point, he indicated he was from MPower. When I said we no longer lived in the state of NJ, he apologized and ended the call.

I don't know what specifically they were after, but given they DO NOT WORK FOR [redacted] and were fraudulently asking for personal details from our bill, I am concerned about their business practices.Desired Settlement: I would no longer like to receive calls, and I'd like to see them no longer fraudulently calling others impersonating [redacted]

Business

Response:

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.

Review: Even though I am on the No Call Registry, I constantly get phone calls from this company trying to get me to purchase their service. What is more, they often represent themselves fraudulently, saying that they're associated with [redacted].Desired Settlement: I would like them to stop phoning me!

Business

Response:

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.

This company calls me once per week to get me to sign up for something. I repeatedly inform them that I no longer live in NY, that I do not need their services, and to take me off of their call list. They always respond that they will do so. Yet the keep calling me. Don't sign up for their product unless you want to be harassed for the residual life of your phone number. The company doesn't even get you any savings on electricity.

Switched to MPower with the understanding that rates are cheaper from a third party provider. I happened to move recently and automatically reverted back to [redacted] with a new account at the new address. I was surprised to find that my supply charges were 16.9 cents/kWh with MPower at the old address but decreased to 9.17 cents/kWh at the new address. MPower consistently told me through numerous sales calls (both while a customer and after the switch) that such an adjustable rate would always be less than the market rate. In fact, my rate was almost double [redacted]. My personal view is that this is incredibly misleading. In numerous sales calls I received subsequent to moving, MPower representatives have never been able to adequately explain this issue I am sharing here.

Review: They always calling me with offer to change my supplier for gas and electric. I had them from Gas. I have authorized another company to switch my supplier from Mpower energy. After I receive a confirmation of change from [redacted]. Week later, I received a cancellation of the new change. Mpower called [redacted] to not to change my supplier. I did not authorized them to do that. I am very annoyed by this company. They need to stop making harassment call and do not call repeatedly for unwanted services from them.

Business

Response:

The account will be released in response to this complaint, however, it should be noted that we request that customer's contact us directly to request cancellation of their accounts. MPower Energy deals with a significant amount of customers who are slammed by other companies and reserves the right to reclaim a customer that we deem to have been wrongfully switched. There can be no disputing the customer's intentions when a customer contacts us directly to inform us of the decision to switch.

Review: Numerous deceitful phone calls misrepresenting themselves as having active business dealings with me when I'm fact they are soliciting from me. I asked do I have current business with you and they reply yes if you have a bill from con Edison then you have business with us. We are on the con ed bill... This is untrue. They want me to switch and use them as my energy provider. I am registered on the do not call list and a reputable business should not be calling.Desired Settlement: Reimbursement for the aggravation caused and no more contact.

Business

Response:

The customer's number has been added to our internal DNC list which should stop the calls immediately. We purchase our lists from reputable vendors who scrub their lists against the DNC. We will investigate the circumstances of this violation but MPower regularly does everything in it's power to ensure that the list we are purchasing are 100% legal and scrubbed. Regarding the marketing tactics, our QA department has identified the individuals who were making such claims. The individuals have been dismissed and the campaign restructured. This is strictly against our agents' Code of Conduct.

Consumer

Response:

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:

I have repeatedly asked if this was regarding business that I currently have with them and they implied that they do. Until I made it clear that I understood they were scanning me then they hung up.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As previously stated, this is NOT part of our agents training. The agents' actions were entirely their own and in clear violation of their Code of Conduct. MPower has neither denied the claim nor condoned it. We have confirmed that the customers claims were in fact a problem we encountered with some of our agents and all parties found responsible have been dismissed. It's not clear why a follow-up complaint has been filed since no new information is being offered.

Review: Lastnight, I heard my doorbell ring but I wasn't expecting any company so I ignored it. Shortly, afterwards I get a knock at my door and it's a kid who spoke as though he was from [redacted] claiming that rates in the area were higher than they should be and he was here to "check" to see if I had been affected. So I go on to showing them my account info from [redacted] so that I can get on board with said lower rates. Anyway, I go online to see how I'd missed these rate spikes and I began to see many similar cases with people who had been duped into MPower's sales pitch. And to make matters worse, I called them the morning after to have my service cancelled and was met with more sales pitches. I was told that a supervisor would have to be told specifically to make sure my account is not activated. The likelihood of that ever happening is very low with a company who has done everything in their power to keep me under the impression that their service is for my benefit. Even though the person I spoke with said that there is a 3-day period to cancel.Desired Settlement: I wish to be removed from Mpower's mailing list and list of contacts. I wish to never be contacted by Mpower. I wish to have my account information with [redacted] taken out of their database. I was a customer of Mpower for less than 12 hours. That is, I was signed up for the service after their business hours so I could not cancel until the following day. Therefore I would like any charges/adjustments they made to my electric bill removed.

Consumer

Response:

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,

Review: MPower energy contacted me to solicit transferring my [redacted] account. They represented themselves as [redacted], and told me that they need me to verify my account information. I told them I felt this was a fishing scandal and do not provide information to people who call me, so I would call [redacted] back directly.

During this exchange, the individual and his supervisor told me repeatedly that I am already their ("[redacted]") client...even though my caller ID said MPower Energy. I told them many times, I want only [redacted] official service and no 3rd party services.

I called [redacted] after this call to inquire about this, and the agent told me they never contacted me and a complaint should be filed.Desired Settlement: 1. Letter of apology

2. Confirmation that I did not sign up for any of their services

3. MPower Energy should represent them as a 3rd party provider and not [redacted].

4. Stop contacting me

Business

Response:

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.

Review: MPOWER constantly calls, will not stop calling even when told not to call back.Desired Settlement: Stop them from calling

Business

Response:

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