MPower Energy

Review: I started getting multiple phone calls per day from a company called MPower when I was home on leave. I kept on telling them that I have never heard of them was not interested. However, they started telling me that due to my high [redacted] bills over the winter, I was eligible for a program that would save me about 15% off my [redacted] bill. The rep told me that MPower wanted to help people like me and promised that I would start seeing the reduction the next billing cycle, but we kept on getting high electric bills, even when we didn’t use the heat or air conditioner. We tried to cut back on energy, but the electric bill was still high. Frustrated, I reached out to [redacted] and was told that my bill was high, because MPower was my energy carrier. The [redacted] rep also informed me that MPower’s rates fluctuate. What’s more, [redacted] doesn’t work with MPower. I was surprised, because MPower had my information and led me to believe that I was enrolled in a program that I was qualified for to get a reduction of 15% off my electric bill. The [redacted] rep further stated that they do not share information and are investigating how MPower is getting their customers’ information. When I contacted MPower and told them that my bill has gone up— in some cases about $100 per month—from the previous year, and that I have not received any savings as promised since joining up for their services, they offered a reduction off one month’s bill and a 12.9 fixed rate for 12 months. I told them if they couldn’t give me the discount as promised for each billing cycle since March, then they should at least charge me [redacted] rates; they were not willing to do that. They charged me 11.9 kWh for the month of May; 17.9 kWh for July , and 15.9 kWH for August. My husband and I decided not to do business with a company that has deceived and robbed us. I am not sure how MPower got my phone numbers, but they were successful in tricking me into joining up for a program that does not exist. MPower preys on people who are struggling to pay their bills.Desired Settlement: I would like MPower to refund me for the billing cycles from March 2014 to September 2014. Also, I would like MPower to stop calling me.

Business

Response:

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.

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:

Hi [redacted],

I do not wish to do business with MPower. I want them to credit my account according to [redacted]'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,

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:

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,

Business

Response:

The customer is correct. The refund was overlooked due to a processing error and will be sent out this afternoon (12/**/14) The exact amount to be credited is $175.42. We do not issue checks directly to the customers. All credits are wired directly to [redacted]. These are then applied to the [redacted] account and will be applied toward current or future balances. If a check is preferable, the customer may obtain one from [redacted] after MPower has sent the wire. Either way, [redacted] can verify the amount that was applied. We recommend that she allow until Monday of next week to check with [redacted] due to the holiday.

Review: This company has called hundreds of times over the past few years never leaving a voicemail to explain to me who they were and what they want. I tried to [redacted] the number and a locksmith company came up. they called me again yesterday and it was the last straw. I've always been afraid to call back not knowing who they were. My boyfriend called for me and we finally found out who they are and I don't think they should have a business licenses with the way they go about their "business". I recently moved but I was creeped out that they had my old address I never gave it to them, that has to be a breech of privacy. It would be in the best interest for everyone to shut them down for good.Desired Settlement: To stop calling me and bothering me and shut the company down for good.

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. "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.

Review: MPower Energy refuses to stop calling daily, even after multiple requests to be put on their do-not-call list. They consistently tell me that I need to "unblock" my [redacted] account, so that I can "enjoy better savings." They are not my provider, although on a few of the calls, they have claimed to be so.Desired Settlement: All contact needs to cease, immediately.

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: this company keeps calling me several times a day to try to get me to subscribe to their service with claims of working with [redacted]. I called [redacted] and they have advised me that this is not the case. I have repeatedly told them that I am not interested in their service and they continue to harass me. Is there any way I can stop them from calling besides either ignoring or hanging up on their calls.

Business

Response:

The customer's number has been added to an internal DNC list. This should stop the calls immediately.

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 being harassed by this company to switch to their company for electric supply. This has be going on for a couple of months, at first I answered the phone and told them I was not interested in switching my energy supply company. But they continued to call. Now I don't answer my phone but they still call. This past week I have been called as follows.

6/**-5:57pm, 6/**-1203pm, 6/**-7:11pm, 7/*-6:35pm, 7/*-5:42pm, 7/*-6:59pm, 7/*-12:33pm, 7/*-11:59pm, 7/*-11:31pm, 7/*-1:58pm.Desired Settlement: For this company to stop calling me.

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.

Review: Acct. # [redacted]... I was enrolled in this company without my knowledge. I did not sign or agreed to any of their service. When I went to the office in Brooklyn, I was informed that I would be refunded $27.97. I have a signed letter from representative [redacted] concerning the refund. I have not receive any refund since the date of the letter on August [redacted], 2013. I called and they informed me that they paid [redacted] but [redacted] informed me that they have no refund or contract with this company. When I call back Mpower, I was informed that they are looking into it. No resolution offered. This was a fraudulent transaction to extort a senior citizen. Please help.Desired Settlement: I have a reoccuring balance in my [redacted] electric bill due to this fraudulent transaction. I need them to make this right. I need for them to refund the $27.97 to [redacted] so that my billing can be current.

Business

Response:

I contacted the customer but was unable to communicate with him. The customer does not speak [redacted] well. I asked him if he could provide a copy of the letter he said he had. He refused to confirm that he was [redacted] and repeatedly told me he had no idea what I was talking about. The CSR's notes in our database said only that a courtesy refund was approved. In most cases, this means a rate adjustment (a refund of any difference in the customer's favor between Mpower's rate and [redacted]'s for the same period). When the request was processed by the accounting department, they found that the customer had in fact saved money during his time in service with MPower and that there was no refund to be issued. Instead they doubled his savings and refunded him $7.

Our response to this case was delayed due to the fact that we never received the complaint. I have contacted the Revdex.com on a number of occassions to report that we are not receiving complaints. Due to the delay, we will simply refund the remaining $20.97, however no evidence of slamming was found. The refund will be processed within 15 days and will be credited directly to the customer's [redacted] account.

Consumer

Response:

They don't take no for an answer. The calls are coming none stop. When you try to ask them to put there rates in writing, they give you some stupid answers and keep pressing you in switching. Don't trust them

Review: I was contacted by an agent to switch my energy supply carrier. I was Not interested. I relayed that to him several times. I explained that I was not interested in aligning myself with this company and would not give any of my account information. The agent then called me a [redacted] . I asked him am.... I hearing you right? He continued his attack using other curse words. I hung up the phone.Desired Settlement: I would like this complaint to remain visible to other potential customers for at least one year.

Business

Response:

We will search for this call in order to identify the caller. This agent will be immediately dismissed. This is completely against our agents' Code of Conduct and we maintain a strict Zero Tolerance policy regarding any violations.

Review: I'am paying two bills into one. The rep never told me that I would still be paying for [redacted] services. They made me think that [redacted] would be cancelled and I would be dealing with Mpower only. Before Mpower, I was paying 30 to 40 dollars a month. Since then I've been paying close to 60 dollars a month. Where is the savings??!!! Now I have to pay a cancellation fee of 108 dollars on top of my next bill. So in total I will be paying close to 200 dollars next month. Please help me understand why this company is allowed to practice deception.

Business

Response:

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.

Review: Recently, I received at in-person visit from a representative of MPower. This representative visited my apartment door, which in and of itself is inappropriate as I live in a locked apartment complex and did not grant this person access. After speaking with the gentleman, who discussed being a representative of a business that ensures tenants of my area are not overcharged for their electricity, he asked for my personal information (up to, and including, my account number with my current electric provider). As our conversations continued, I continued to engage with the representative in a friendly manner, up until the point where he asked to call his company to confirm my account. It was at this point that I advised I was not interested in continuing our conversation at this time, and asked for he/his business to call me at a later time. Upon ending our conversation, the representative insisted I sign his electronic form (on an iPad), which I was led to believe was an indication that we had had a conversation; nothing more. I verbally asked the representative if I could review the terms of what I was signing prior to my singing, at which point he insisted I would receive a copy of the document in my e-mail (I eventually did receive this, many days later). Upon receiving such documentation in my e-mail, it became obvious I have agreed to a service, despite the representative not even allowing me to see what I signed up for.Desired Settlement: I request that this business cancel any services of which they believe I agreed to (as I, as indicated above, never have), and to no longer follow-up or visit my home without permission. I request this business provide me, in writing, an indication that my services are cancelled and that no changes are being made to my electric service.

Business

Response:

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

Review: MPower Energy LLC would not stop calling my cell phone, day after day for like 3 weeks straight. Finally I took the call. They wanted to be my gas supplier and told me I would save money. So I switched. Well this was not the case, it turns out that they charge almost $.30 more a therm than [redacted]. This is highway robbery. I called and complained and they would not do anything to give me a comparable price to [redacted]. Over the course of 2 and 2/3 months (Jan *, 2014 - Mar **, 2014), I was charged and extra $260 more than I would have been charged through [redacted] over that time period. This does not spell savings to me. The last bill I received they were charging $.86 a therm, where [redacted] was charging $.57 a therm. I requested money back for the overage they charged me and they denied me. This company is clearing over charging and I want the amount of $260 back that they overcharged me over the 2 and 2/3 months I was with them until I went back to [redacted]. MPower Energy LLC claim that if I stay with them for the whole year I would see a savings, but I don't feel comfortable waiting to see a savings which clearly does not seem to be there.Desired Settlement: I would like for MPower Energy LLC to refund me the overage they were charging me above [redacted]'s price per therm

Business

Response:

Our sales agents are never permitted to guarantee savings. They cite real historical numbers for the average customer after a full 12 months in service and should have specified this if they did not. Variable rates are subject to market flux and there will inevitably be more expensive months than others and months for which our rates are higher than those offered by the utility. When assessing savings the only truly accurate way to do so is after a full year in service. This is because rates are always drastically different from month to month based on seasonal factors and because rates change from year to year. On a fixed rate, customers avoid exposure to market fluctuation but as these prices are set based on market forecasts there is always a possibility that the rates will be higher in some months. One of the advantages of signing up with MPower Energy is the customer portal through which customers can obtain yearly savings reports and monitor market conditions. On the rare occasion that savings were not achieved after a full 12 month term, Mpower Energy is always happy to issue a credit to the account. In this case, an exception will be made and the customer will recieve a rate adjustment as requested. This credit will be issued following his last day of service and will apply to all months in service. The refund will be processed by wire directly to the account with the utility.

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:

Hi,

Please note I never received the credit I was supposed to receive from MPower energy after my service was terminated with them. They were supposed to wire the money to [redacted] and have yet to do so. Please reopen my complaint.

Thanks Derek Rand

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

Sincerely,

Business

Response:

The customer is correct. His refund was not processed. It will be processed this Friday and the customer will be updated regarding the amount.

Review: Repeated unsolicited calls, even after being told not call again.Desired Settlement: Stop the repeated calls.

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. 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.

Review: We have repeatedly told Mpower to stop calling. We even followed this company's instructions to be on their do not call list and they keep calling. We have asked to speak with a supervisor and the customer service rep refuses to do so.Desired Settlement: We want this company to STOP calling!!!!!!!

Business

Response:

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.

Review: They keep calling us sometimes more than twice a day to sell us their product. We are on the do not call list. It is getting to be harassment now.Desired Settlement: Just stop calling.

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 [redacted] 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. Furthermore, 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.

Review: We asked for them to not come back to our building our tenants felt very uneasy....one especially was very rude....he called me a dumb [redacted] and as I tried to reach for his card to see his name he slapped my hand away

I CALLED THE POLICE AND MADE A FORMAL COMPLAINTDesired Settlement: Remove us from the list and speak to your representative

Business

Response:

We have contacted the customer for more information on the offensive agent. Of the team that went to her address on the week of the incident, only one agent remains with our company at this time. We have had no complaints filed against him to date and we require the name of the individual in order to proceed with disciplinary action if he is the one she is reporting. The address has been added to our DNK list and will not be visited by our agents again in the future.

Review: On April [redacted], my daughter and I were reconciling utility bills for payment when she asked me about this MPower Energy charge on my [redacted] electric bill. I said I wasn't sure what the charge was and she said she would call [redacted]. After doing so, she was given a number (###-###-####) and while waiting at an appointment I called. I spoke with a gentleman at [redacted]; his name was [redacted]. I explained that I wasn't comfortable with these charges and services and I'd like them removed. He placed me on hold and came back to say that the recording in January has me agreeing to add the services. I asked that he please remove the services. [redacted] placed me on hold again. When he returned he said the voice on the recording sounded different to mine and was I sure I was [redacted]. I tried to explain that I wasn't at home (I was in an office setting) and my voice may sound different. I have an accent. He placed me on hold again and came back to offer yet another discount. I said [redacted] I need this service off my bill. He explained that it may take a billing cycle to remove. I said fine and the call ended.

I then discovered this same MPower on my gas bill as well. I have since had that service removed too. I am a 71 year old woman and felt taken advantage of by this company. Using the names of my utility companies to establish trust in the service and savings they promised to provide only to have additional fees on my bill. I this this company preys on the elderly.Desired Settlement: I would like a written apology and return of any monies paid to this company if possible. The customer service agent [redacted]'s accusatory tone with me made me feel as though I was wrong to question the charges on my bill and want a removal of service. It a shame to know that there are these types of companies out there that take advantage of people like me.

Business

Response:

Customers who sign up with MPower Energy incur no additional fees at all. By enrolling with MPower Energy the customer agreed to contract supply of energy through a third party rather than through the utility. Delivery and maintenance continue to be provided by the utility. The customer continues being billed for the exact same two services, supply and delivery. Many customers assume that they are being billed for additional charges or fees because of the addition of a third page to the [redacted] bill that includes MPower Energy's charges, but if the customer compares the new charges to those on an older bill she will see that the supply charges that were previously displayed on the same page as the delivery charges are now displayed on the third page. There is no evidence of malpractice in this case as we have a recording of the customer accepting our services and we are unable to refund the entire amount paid to MPower as the energy has been consumed. As a gesture of good will however, MPower Energy will credit the account for any difference (in the customer's favor) between MPower's charges and what the utility would have charged for the corresponding period. The amount will be wired directly to the utility and will appear as a credit on the account. The account has already been dropped.

Review: Ongoing, incessant, multiple time daily telephone calls to get us to provide information in order to confirm contract. We do not have M Power as our utility service provider. On numerous occasions have told the caller to stop and remove us from their call lists.Desired Settlement: Absolutely no further contact by the business or its representatives. Under no circumstances do I wish to be contacted by them and if they use a third-party to make the calls on their behalf they are to delete our contact information,

Business

Response:

In cases of this nature we are often unaware 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.

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, [redacted]

Review: Numerous sales calls after I have told them to stop.. Some of these reported to [redacted]

I asked them their prices, at first they refuse but when I have received an answer they give a rate of about that of [redacted] but then say it is variable.

They seem to be calling once a day now for about a week after the [redacted] bill is delivered. My phone number is on the national DoNotCall list

[redacted]Desired Settlement: Please have them stop calling.

Business

Response:

Although we have added the customer to an internal DNC list we are also currently conducting a thorough investigation of how this number got through to our call center agents. Our lists are purchased from licensed vendors who guarantee that their lists are current and scrubbed against the National DNC list. Our calling platforms then scrub a number from the database after three total attempts. We attempted to reach the customer to explain this but got the answering machine. Given the nature of the complaint, we will not continue attempting to reach the customer by phone but the necessary steps have been taken to ensure that he does not receive any further marketing calls from any of our reps. MPower takes concerns of this nature very seriously and we are working to optimize our calling protocols and to ensure that every protection has been put in place to prevent it from recurring

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that it is a self serving response. It does not identify the company that gave my phone number or the relationship between that company and MPOwer . Is Mpower an owner of that company and trying to prevent legal liability by creating an arms lenght between the two companies. At the very least the Revdex.com should find out what company Mpower used and is that company (and its owners) in violation of current DNC federal laws. Someone violated federal law .I would also note that I did request Mpower to stop calling me, but until I put in two requests to the Revdex.com did the calling stop. I have not received any further calls from MPower since the rep called me (and I did miss the call). However it seems that another type of electric vendor is calling and I will have to see if that continues.

Sincerely,

Review: This vendor has phoned me for the past 18 months; on average, I receive 2 - 3 calls/week, sometimes the calls occur daily. I have told the vendor that I am not interested in purchasing services from them and have requested removal from their phone/contact list. The most recent request for removal was made today on 1/*/2015. I feel that this level of contact is inappropriate, especially since I have requested removal from their contact list several times over the past 18 months. The vendor always says that they will remove me from the list, but it has not yet happened. These sales practices are overly aggressive and do not honor the consumer's request to desist.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 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.

Review: For the last two weeks, I have been called 12 times for "[redacted] and [redacted]" who work for MPower. I told them I was not interested in their service and wanted to be removed from their calling lists. Once, they actually called back on the same day. I feel they are harassing me. I am on the NYS do not call list but they still call.Desired Settlement: Stop contacting me

Business

Response:

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

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,