MPower Energy

Review: M Power Energy has called me on my business line every other day for the last three weeks and hasn't left a message. I finally picked up to try to tell them not to call me anymore. They won't listen, they keep going on with their sales pitch, telling me they are not trying to sell me anything. If you deliver a product or service and in return ask me to pay for it, yes, you are selling me something. So, I asked the woman 4 times to remove me from her list and she wouldn't listen or respond to my request, finally as nice as I could, I hung up on her. I highly doubt I'm removed from the MPower DNC list, and will be reporting them to the FTC. Luckily, I know someone at the FTC, so it won't be falling on deaf ears.

Business

Response:

The customer was speaking to a telemarketer - not to MPower Energy directly. Though agents are both required to respect a request for addition to the DNC and to report them, we often do not find out about their failure to do so until the issue is reported to us directly. The customer's information has been added to our internal DNC list and the customer will not be contacted again in the future. We do, however, request a grace period to allow all marketers to scrub their lists.

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:

M Power knows perfectly well what kind of tele-marketing company they hired and my complaint is only one of 1,000's. They are well aware of the tactics this outsourced third party and a canned answer from M-Power's PR department is insufficient to overcome the absolute rudeness these callers displayed on the phone with me.

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

Sincerely,

Business

Response:

We followed up with the customer by phone to ensure that he had not been contacted again by any of our agents. We were unable to make contact and a voicemail was left requesting a call back. As stated in our first response, the customer was added to an internal DNC list against which all MPower marketers are required to scrub their call lists. Mpower Energy maintains a QA department whose sole job is to listen to calls to ensure customer service and compliance with DNC regulations and general marketing standards and regulations. Violations of any kind result in immediate termination.

Review: I have been continuously harassed by this business with their solicitations calls. They claim that they are my energy provider when in fact they are not. I have advised them on numerous occasions for them to remove me off their mailing list and that I was not interested in their service and they keep calling. As of March *,2015 I have received a total of 50 calls in the matter of two weeks. I have spoken to a total 3 representatives (two on March *,2015) and asked to be removed and they keep calling my home.

Not only are they maliciously claiming they are my energy provider just so I could stay with them longer on the phone but also disobeying and disrespecting my orders to be left alone.Desired Settlement: I wish for them to stop calling me. I feel that I need to disconnect my phone line in order to not be bothered again by them. They are harassing me and continue to harass me.

Business

Response:

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. The number provided in this complaint has now been added to our DNC list. Any agent who violates the DNC list is immediately terminated. Additionally, we are searching for the agents that failed to report the request. The agents will be terminated. They are permitted a total of 5 calls before the lead must be scrubbed from their list.

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: They call me at least once a day. I've already subscribed to them. I just moved in and haven't settled in and told them that. They want me to subscribe to their gas but I don't have my first gas bill yet and I told them to call me in a week, but they still keep calling me once a day, once while I was at work.Desired Settlement: I want them to stop calling me.

Business

Response:

The account has been added to our DNC list and the customer will not be contacted again. The agent's who neglected to respect the customer's request acted on their own accord and against MPower's marketing policies.

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,

Starting early this year, I would say around January or maybe even going back to December, I began receiving calls in which the representative would say that it was about my "[redacted] bill" and how I could be paying a lower price for electricity/gas. I would just say I wasn't interested or just hang up and then one day someone rang my doorbell. They mention the same topics about paying lower rates on utilities and I thought they were the same company as Mpower Energy and so I thought.."Oh, so [redacted] really is sending these companies around to lower the bill...?" They asked for my [redacted] bill and [redacted] bill and I foolishly went to get it and show them. At the end of the conversation I signed up with their company to pay lower energy bills (again this is not MPower Energy yet)...So, they said they needed to verify my information and that they needed me to talk to another representative on the phone, who made me say something a long the lines of "I understand that (name of company) does not represent my utility provider" After all was said and done I had a funny feeling about it. I didn't realize it until a day later when Mpower Energy called me again. At this point they had been calling probably every single day. I told them that someone came to my house and got all my information and I already signed up...but he just kept saying he needed to verify my information and I was confused and kept saying, but I already did verify my information! I kept arguing with him and I asked him if he was the same company as the other company I signed up with he basically said they were and that they want to help people get lower bills for electricity and gas...so I was like..oh ok...and he sent me to another representative and they verified my information again. They told me that once I was done verifying my information I would be sent back to the original caller and that I could ask whatever questions I wanted, which was complete LIE! He couldn't wait to get me off the phone until I cut into whatever he was saying and I asked if the company that came to my house and they were the same company finally he said that they were not and that they would send me information and I could choose who I wanted to go with, which is a complete LIE as well. Both companies have a policy of cancelation without fees within a 3 day period, so by the time they send me their information/package (which I never received by the way) it would have been too late to cancel and I'd have to pay a penalty. After I got off the phone with the shady reps from MPower Energy I called [redacted] immediately and shared my anger with them and [redacted] kindly listened to everything I had to say and placed a block on my account and also reminded me to contact [redacted] as well to block my account. The National Grid rep even gave me a number to call if MPower Energy HARASSED me and my family again. Unfortunately I lost that number, because although MPower had stopped calling or called less, they are now (SUMMER AUGUST *, 2015) calling pretty much every day again. A couple of days ago they called again and kept saying that they needed to verify my account and wouldn't take it when I said no. She was very aggressive and so I had to be very aggressive with her as well and I threatened to complain about them here on Revdex.com. I'm tired of all this HARASSMENT from MPower Energy. They should be shut down, because they have no skills with people at all and they are a bunch of SCAM ARTISTS as far as I'm concerned.

Review: I live in a NYC Housing development and my energy is provided for me. I have no dealings with this company but yet since December [redacted] 2013 I have been receiving multiple calls DAILY from this company. The calls were coming from ###-###-#### everyday up until January[redacted],2014 in which I blocked this number from calling me through my phone company. Prior to contacting the phone company I had made numerous unsuccessful attempts to resolve this. They have never left a voicemail because they hangup before then. The numerous times I picked up the call, I got complete silence. When I tried calling back a recording would come on saying this is not a working number!!! Well like that isn't enough, the calls from this company resumed the very next day after I blocked it but from a NEW number. (###-###-####) Really??

I don't know what else to do. I'm sure I am not the only one. I want to make this formal complaint.Desired Settlement: I want this company to stop calling me.

Business

Response:

Though it is against our policy to contact a customer who requests not to be contacted again and our marketers are required to inform us of such requests, there is unfortunately no way for us to be aware of marketers who violate this policy until a complaint is filed. Ever measure will be taken to investigate the source of the calls and to take appropriate disciplinary action. The customer's number has now been added to an internal master DNC list which is disseminated to all MPower marketers. Violations incur steep penalties and repeat offenses result in termination of our contract with said marketers. This should guarantee that the customer will not be contacted again.

Review: Company keeps calling to try to switch us from con Ed to them. I do not want to be switched and I am on a do not call list. Tell them to remove my number from their listDesired Settlement: Stop calling and contacting my home

Business

Response:

As requested the customer's information has been added to our internal DNC list which should ensure that he does not receive any more calls from our agents. It appears that until now, the customer has been speaking only to the agents rather than requesting addition to the DNC directly through the main office. While this is not an excuse and our agents are required to report such requests, failure to do so is not something we become aware of until the customer contacts us directly. The agents will be retrained or dismissed as required. With regard to the customer's claims that he is on the federal DNC list, MPower Energy purchases contact lists through official, reputable and licensed channels. All lists are pre-scrubbed. We will forward this complaint to our vendors.

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: For the last 5 MONTHS this business continues to call my home offering services to reduce my energy bill. I Repeatedly continue to tell them to stop calling this number and to remove me from their call lists. This does not work at all. Every single day they call and every single day I tell them to remove me from their lists. They do not do that.

I AM on the National Do Not Call Registry as well but they don't abide by that as well.Desired Settlement: Stop calling my home. If not I will bring this up with my Attorney Generals Office to resolve the matter.

Business

Response:

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.

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 canceled service with MPower because their rates are ridiculously high. They say that they will match a difference over 12 months, but they have not. Since I canceled the service they have called my cell phone multiple times each day. They refuse to respond when I ask them to stop calling. They refuse to transfer me to a supervisor or they put me on interminable hold. [redacted]Desired Settlement: A refund of the outrageous overcharges for the last three years. STOP CALLING IMMEDIATELY. FIRE [redacted].

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. 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.

In this case, our marketers were likely calling [redacted] to retain the account after she had cancelled service. It was not a cold call and she was reached at the only number we had on file for the customer. At the point that she requested not to be contacted, the agents should have reported this immediately and stopped calling. It is possible that they did stop calling but failure to relate the customer's request would not have stopped other marketers from attempting to retain the account. Regardless, 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.

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]

You continue to make harassing calls. Stop calling me. Further, refund my money per your policy of price matching. You may mail a check to my primary residence.

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

Sincerely,

Business

Response:

MPower Energy offers numerous different rate structures. This customer signed up under the [redacted] program which is a program managed by [redacted]. Customers who enroll through this program do so electronically. MPower Energy has no active role in the process and no agents marketing this type of enrollment. When a customer signs up through this program MPower Energy is informed of the enrollment by electronic file and even the rates are set automatically by [redacted] at 7% lower than the utilities rates for the first two months. Thereafter, the customer defaults to a variable rate. Variable rates fluctuate based on market conditions and savings are therefore NOT guaranteed, None of our agents are permitted to guarantee any savings. The only circumstances under which savings are guaranteed are under a Guaranteed Savings contract which is not offered through [redacted] and which incurs an early termination fee.

Due to the nature of variable rates it would be impossible to accurately assess one's saving's potential under Mpower Energy's service in less than 12 months as in most cases, there are going to be some months that MPower charges less and there may be other's that Mpower charges more than the utility. We resell based on purchase price and because we may purchase at different prices than the utility, we may resell at lower prices as well.

Review: This company has engaged in a persistent telemarketing campaign for about the last six weeks, during which time I have received at least two calls daily. Each time I have spoken to the solicitor, I have made it clear that the number they are calling is on the federal DO NOT CALL registry and that further solicitation would result in the filing of a complaint with the FTC. This will illicit one of two responses:

1) The solicitor will either try to convince me that they are not selling anything and that they are therefor immune from the DO NOT CALL registry. Or,

2) The solicitor will offer to place me on an internal DO NOT CALL list, and then continue to try to sell their product without following through on their offer. The calls persist.

I have filed a complaint with the federal DO NOT CALL registry seeking redress under US Code Title [redacted]1 Sub (a). I am now filing a complaint with the Revdex.com. These abusive sales tactics are not only illegal, but they are harassing in nature and if they persist, the next forum for resolution will be the New York Supreme Court.Desired Settlement: Cease and Desist Any and All Solicitation and Communication. Stop Calling.

Business

Response:

Until this point [redacted] has been speaking only to our telemarketers. While this does not absolve MPower Energy of responsibility in the matter, the choices made by these telemarketers were their own and do not in any way reflect their training or company policies. Had he contacted our main office directly, our CSRs would have immediately added him to the DNC and reported the matter. Unfortunately, in cases of this nature we are often not aware of the telemarketer's behavior until it is reported to us directly. We do not permit our marketers to contact any number more that a total of 4 times and requests for addition to our DNC list must be reported to the Compliance Department immediately. We do not condone or tolerate failure to abide by our regulations and the callers will be identifies and dismissed for disregarding a customer's requests to be added to the DNC. The number will now be added to our internal DNC list which will prevent all future contact. MPower Energy purchases contacts from reliable licensed vendors and will be investigating why a federal DNC list number was furnished at all. At times, customers who believe their number to be on the list are unaware of the fact that there is a grace period between the point at which their request for addition was made and the point at which it in fact goes into effect. Many are also unaware that their request for inclusion needs to be renewed periodically. We do not know if this is the case with [redacted] as we were unable to get through to him on the phone, and due to the nature of the complaint, will not attempt to contact him by phone more often than necessary. We will nonetheless investigate the matter and ensure that our callers desist immediately.

Review: Received call that claimed they were from [redacted] and that I would be getting special rates because of my customer loyalty. When I found out I was talking to an ESCO, they claimed it was the Esco I had already signed with. I was speaking with people (obviously in India) because they had strong [redacted] accents and were having difficulty understanding them. Two weeks later I received a card from [redacted] saying I was now signed with this company. I tried to contact the company but the voice prompt is in a loop and just keeps repeating. I contacted [redacted] and removed them.Desired Settlement: They appear to have an A+ rating. I think their unscrupulous business practices suggest a lower rating.

Business

Response:

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

Review: Account number [redacted]

First and foremost I am a disabled, single mother living under low income, and the pennies I have left every month are to feed my kids. These people at MPOWER ENERGY LLC knocked on my door claiming to be [redacted] and claimed they were trying to HELP THE COMMUNITY by helping those in need cut their energy bills. The truth is they were helping their own pockets. All they did was add on an entirely new charge to my bill for doing literally.. nothing. They are playing the role of middlemen - but they're not in the middle of anything. I have paid ConEdison directly, they supply me electricity. Now with MPOWER ENERGY LLC on my bill it seems I am paying two companies for ConEdison's electricity. Why? Why do I have to pay two bills? This makes no sense. They can not even explain the idea behind their entire business model.

I thought I was wrong until I checked the Revdex.com complaints from other disgruntled forced customers. They all literally say the same thing. Fast talking sales people claiming to save you money if you sign up with their energy company. What they neglect to tell you is that they are not a energy company. They are brokers. And brokers are not legally capable of providing energy. But why do I need a broker if I ALREADY HAD BEEN PAYING CON EDISON FOR ENERGY?

This months bill:

- 23.92 going to MPOWER ENERGY LLC

- 43.97 going to ConEdison

That's 67.89. Why am I paying 67.89 for something I can be paying 43.97 for? How exactly is MPOWER ENERGY LLC saving me money or cutting my bill in half?

They lied to me. They're lying to their customers. Please, Revdex.com do something about this.

To MPOWER ENERGY LLC: Please stop billing me. Please discontinue the service you apparently provide me. Please stop sending salesmen to my door who speak fast and want me to sign up for your service (again). Please leave me alone, and stop charging me. And I can not afford to pay whatever disconnection fee. So don't charge me that either. ThanksDesired Settlement: DISCONTINUE MPOWER ENERGY BILLING/SERVICES

NO TERMINATION FEE, WHATEVER THAT IS

LEAVE ME ALONE! DON'T KNOCK ON MY DOOR! DON'T CALL MY PHONE! DON'T CHARGE ME FOR A SERVICE I AM ALREADY PAYING CON EDISON FOR!

Business

Response:

Our response to this complaint was delayed due to the fact that we were having difficulty accessing our complaints, an issue that I have made known to numerous people at the Revdex.com. Mpower contacted the customer on 3/*/14 to discuss the matter directly. The customer was unable to discuss the matter at the time and agreed to call us back at a more convenient time. At that time, I will explain to the customer how ESCOs work. It is a common misconception that signing up for an ESCO means one will receive an extra charge. In fact, Con Edison (and every other utility) charges for TWO separate services. The customer will see on older bills that she has a charge for supply AND a charge for delivery. When she signed up with MPower the customer agreed to have MPower charge her for supply INSTEAD of Con Edison while Coned continued to bill for delivery as they always had. The bill continues to come from Coned and payments continue to be made to Coned. MPower does not handle payments directly. With two company's names on the bill many customer's believe they are receiving an additional charge when in fact they are paying for the same two services. Mpower Energy (and ESCO's in general) is not subject to the same restrictions for the purchase of energy as the utility and is therefore able to make smaller more strategic purchases at auction. This allows us to charge our customer's lower rates than those offered by the utility. The circumstances of the sale and the claims made by our door to door salesmen will be thoroughly investigated but the service the customer accepted is legitimate. As a courtesy, her rate will be adjusted to match what Conedison charged for each of the billing cycles that the customer was in service with MPower. The rate differential will be credited directly to the account by wire to Coned. The customer can expect to see this credit within two weeks.

Review: Robo calls come from the company 2-3 times a dayDesired Settlement: Stop calling my phone number

Business

Response:

MPower Energy does not currently and never has used robo calling to market its services. The customer's number has been added to our DNC list as a matter of course but the robo calls he has been receiving cannot be from our company.

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 calls 2, sometimes 3 times a day. Unsolicited sales calls that just won't stop, no matter how many times I ask to be removed from their database. Please help.Desired Settlement: stop this company from contacting me

Consumer

Response:

Desired outcome/resolution is to stop this company from contacting me.?

Business

Response:

The customer's information has now been added to an internal DNC list which is sent out to all of our marketers. This will prevent all further contact as violation incurs steep penalties. It goes without saying that what has occurred has been a breach of policy. MPower agents are permitted to call a maximum of 4 times total. Our lists are purchased from reputable license vendors who guaranty that their lists are scrubbed regularly in accordance with federal regulations and our agents are required to report requests for addition to the DNC list or to desist calling to MPower directly. Unfortunately, they do not always report the request. We have identified the agents in question and are handling the situation. We ask that customers permit a grace period before the DNC takes effect as our vendors may not get to scrub their lists immediately.

Review: This company continues to call my home multiple times a day to try to get me to switch to their service. I have requested 14 times (and I have counted!) that my telephone number be removed from their list. Sales representatives hang up on me when I ask and refuse to stop calling. This problem has also been reported to the Do Not Call Registry.Desired Settlement: I would like my telephone number removed from their list, for their calls to cease, and for confirmation of both outcomes.

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. 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.

Review: For the last five months I have been triend to change to another [redacted] energy supplier ,but

everytime we tried they keep switching us back to Mpower Energy LLC.

Mpower energy rates are a lot higher than other [redacted] energy supplier.Desired Settlement: We would like Mpower Energy LLC to close-cancel our account with them.

Business

Response:

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.

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: They call me several times trying to sell their product even though I'm on the Do Not Call list.Desired Settlement: Just stop calling people who are on DNC list

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. 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?

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]

I've been on the DNC list since it was first created (10 years ago?) I've verified that I'm still on it. This 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,

Business

Response:

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.

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 has called me to switch to use their electricity and gas delivery services about 20 times in a month. That's right they call me every single business day. I have finally given in and start using their services because they said they will save a lot in our billing comparing to current rate on the phone. I found it strange they kept calling me to do the 3rd party verification on the phone to switch to their services which I have already done so a couple of times.

I found it extremely annoying and told them stop calling me but they did not stop, they began calling me 2-3 times a day. It was a very bad experience and I decided to call them to have both gas and electricity services cancelled. Guess what? A month later my bills are still showing MPower as my suppliers. I have compared my billings to my 2nd and 3rd floor neighbor who don't use 3rd party suppliers and it shown that the whole time I have MPower I have been charged at double rate.

I speculate the reason they kept calling you to get verification was to use the subsequent recordings to re-apply your application when you call in to cancel. I felt like I was being ripped off by a false advertisement and phone harassment. I don't want to deal with them anymore, I will have to switch both my gas and electricity account to my parents to prevent them re-applying them as my suppliers using my info and recordings.Desired Settlement: Perhaps a reimbursement for the difference in the advertised rate and actually rate was charged since the beginning. PLEASE PLEASE DO NOT CALL ME!

Business

Response:

We are unable to investigate this complaint without an account number. We have contacted the customer and left a message requesting that he call us with this information. We will update the PSC once the customer has provided us with the necessary information.

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]

My [redacted] electricity account is [redacted].

My [redacted] gas account is [redacted].

Please reimburse the difference between the actual charged rate and the marketed rate.

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

Sincerely,

Business

Response:

We apologize for the inconvenience caused by our calls. The account will be credited for any rate difference in the customer's favor for all periods in service. this credit will be issued this Friday by wire directly to the utilities.

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 am constantly harassed by representatives at MPower Energy over the phone - I receive multiple calls a week from sales representatives who attempt to pressure me into signing up for extra products and services that are provided by [redacted]. Their pitch is confusing and misleading, but they put emphasis on "savings" to make it seem as if they are somehow going to save you money. When I asked them for more information or a website to read about their "savings" proposals, they asked that I commit to signing up for the program first before they give me more information on it. I have asked them to stop calling me multiple times, only to have them call again a few days later. Each time they call, the sales representative, always a different person, identifies his or herself by saying "I'm your sales representatives at MPower Energy," without ever stating his or her name. More recently, I have asked for verbal consent from their sales representatives that they will not continue to call me, which have been refused or avoided. Further, the number they list to call on my [redacted] bill, and the number on their website (###-###-####) does not work. It is absolutely infuriating, misleading, and unethical to continue to call customers with no way to get more information on the "deal" they propose. I will also be in contact with [redacted] to try and switch my energy provider so I no longer have to deal with MPower, but I have no way to get them to cease calling me other than reporting to the Revdex.com.Desired Settlement: I would like for them to stop contacting me on my cell phone. If they wish to inform of of any changes to my policy it should be done in writing via email or post.

Business

Response:

The customer's information has been added to our DNC list and he will not be contacted again in the future. Our Quality Assurance Department will go through our call logs and identify the agents in question. They will then be called in for retraining or dismissal at their supervisor's discretion. Upon request our agents are absolutely required to direct customer's to where they might find additional resources and information on our services. Furthermore, they are required to identify themselves by name, ID and to respect a customer's wishes not to be called. These agent's violation's of our Code of Conduct is in no way representative of MPower's marketing tactics. We have tested out our toll-free number and did not experience any difficulty in getting through.

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,

I receive daily phone calls from a phone # ###-###-####; they call and ask for the person in charge of the electricity services in the home. I already told them I am not interested in their services; I already warned them that my phone is registered with the "do not call" government list and already went directly into their website to opt out of their calling lists without success. After all that I've done, I now get calls where no one speaks but stay on the line listening to me asking who is it.

Review: MPOWER has been calling my phone for over a year constantly to sell me their service. I've told them over and over again, that I do not want their service and to stop calling my phone. The harassing calls simply continue. This is outrageous and someone should stop them from operating in New York State.Desired Settlement: Please make them discontinue the harassing phone calls immediately.

Business

Response:

MPower Energy's policies are in strict compliance with [redacted] and [redacted] 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.