CASE: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] *** ** [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 12/11/ – Customer went through TPV 12/15/ – Notice from Utility accepted enrollment start date 11/18/ 12/23/ – Welcome Letter sent 02/23/ @ 11:am – Customer left message 02/24/ @ 12:pm – Realgy left message 02/25/ @ 4:pm – Customer left message 02/26/ @ 10:am- Realgy called and spoke to Customer, [redacted] and ***, asked questions why bill is so much higher than normal, advsd customer of how billing works with [redacted] and how it is based off of a historal annual usage from the prior yearAdvsd customer I could send them the website, which she stated she believe she already had as far as how billing works and she can see the break downCustomer asked about storageAdvsd customer of how storage works and what months it is collected inCustomer stated they never received a letter from [redacted] , but that they did receive a letter from us advsding they would receive a letter from [redacted] and stating they would have days to opt out if they chose to, but never received itAdvsd customer that if they received our welcome letter they had the days as well adfter receiving ours, and advsd they would need to call [redacted] to find out why it was never sent out to them, we do not handle their paperworkCustomer also asked if there was any penalty, and I advsd the contract terms and conditions and advsd we would need written notice and what the ETF would be [redacted] asked who the supervisor was, advsd customer of my supervisor [redacted] and of our number as well as ExtCustomer had no further questions and was going to contact [redacted] as well 03/02/ @ 10:am – Customer left message 03/02/ @ 10:am – Customer left message 03/02/ – Rec’d complaint from [redacted] 03/02/ – Rec’d complaint from Revdex.com 03/05/ – Realgy called and spoke to Customer, both [redacted] and [redacted] were on the line and wanted to speak with a supervisor, they did not want to speak with me, transferred call to Supervisor MG spoke to Mr and MrsWent over the billingExplained the problem stems back to the first billing where he was charged zero He states he was charged approx $on the first billing Pulled up a few reports and I still show the zero Asked if he could send me a copy of that bill so I can take a look He will email it to support He asked about the billing coming up next week Advsd if any changes are needed, it would go out as a refund check, not an adjustment to the billHe understoodAdvsd once the email is recd, I will review with my billing department and get back to him tomorrowHe agreed 03/05/ – MG went over the billng with [redacted] and [redacted] and found the first bill was definitely in error since our system shows the zero charge but the customer was billed Our system was carrying over a $charge in error causing the next two bills to be incorrect 03/05/ @ 4:pm - Called and spoke to [redacted] and Kay Went over the billing and the errorsAdvsd the second bill should have been approx $35-higher and the most recent bill should have been about $less Advsd we can send out the refund check for the $and I will watch his billing and check in with them in a few weeks when the next billing cycle runs They agreedAlso discussed the storage program in depth as wellThey are happy 03/06/ – Researched and responded to complaint from [redacted] 03/11/ – Refund check request sent to be processed 03/16/ – Responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: Realgy billed us an unreasonable amount for gas usage Found a billing error, which was explained to the Customer, and a refund is due We called them but they could not explain the reason Evidence refutes this statement They said they would email us showing how they calculated the bill but we have not received that email The issue was discussed with the customer, he never asked for the calculation to be sent But it is prepared and will go out with the refund check The previous month's bill was $for Ccf gas used This is a statement, not a complaint Realgy can respond to The current bill is for $for Ccf gas used This is a statement, not a complaint Realgy can respond to
Revdex.com Case No : HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 11/25/ – Customer signed agreement authorizing enrollment (attached) 11/30/ – Notice from Utility, enrollment accepted 12/03/ – Welcome Letter sent (attached) 12/15/ @ 11:am – Customer left message 12/15/ @ 4:pm – Realgy rec’d written request to drop service 12/16/ – Submit drop request to Utility 12/16/ @ 12:pm – Customer left message 12/16/ @ 1:pm – Customer left message 12/16/ @ 3:pm – Realgy called and spoke to Customer, she felt she was misled When asked if the Rep had on the Realgy badge and vest, she said she couldn’t remember because so many people come in and out of her property Advised that we had submitted the drop request per her written request She is all set 12/17/ – Notice from Utility, accepted drop request 01/04/ – Rec’d complaint 01/05/ – Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: A woman came to my door about a month ago claiming she was with [redacted] Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's billEach Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked We do not represent ourselves as being with [redacted] or any Utility She however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy Services Evidence refutes this statement I have contacted [redacted] to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreement Evidence refutes this statement, the signed agreement is attached I need to get my gas back in my name COMPLETELY with [redacted] and cancel Realgy Energy Services as soon as possible before my days are up This was done upon her written request on 12/16/ I have attempted to contact Realgy several times and no one has returned my phone calls or emails Evidence refutes this statement I am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do soEach Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked We do not represent ourselves as being with [redacted] or any Utility The customer also signed the agreement which clearly shows we are Realgy and she is switching to a third party supplier This is completely unacceptable and unprofessional Realgy is a licensed, registered and approved supplier by the [redacted] Please help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with [redacted] energy This was done upon the customer’s written request on 12/16/ / [redacted] Style Definitions */
Complaint: [redacted] I am rejecting this response because: The first month's bill was times the amount I regularly make to NIPSCOI was not informed that I was switching providersThe man at my door liedHe said I was signing up for a discount.I will be paying the bill for $for early disconnect, only because I do not wish my credit to be compromisedI want it returned to meI do not believe I owe it, because I was lied to.This is a very poor way to do businessYou shouldn't have to lie to get customers Sincerely, [redacted]
THE CHECK WAS MAILED OUT TO THE CUSTOMER ON 04/21/16, WHICH WAS LAST THURSDAY IT MAY NOT HAVE REACHED THE CUSTOMER YET, BUT IT WAS SENT IF SHE WOULD PREFER A DIRECT DEPOSIT, WHICH WAS OFFERED, WE CAN CERTAINLY ACCOMMODATE THAT REQUEST AND PUT A STOP PAYMENT ON THE CHECK THE ACCOUNT HAS BEEN CORRECT
Revdex.com Case No : [redacted] HISTORY SUMMARY FOR: [redacted] Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] [redacted] CUSTOMER HISTORY TIMELINE: 01/26/ – Customer authorized enrollment via TPV 01/27/ @ 9:am – Customer left message 01/28/ @ 8:am – Customer left message 01/28/ @ 10:am – Customer left message 01/28/ @ 10:am – Customer left message 01/28/ @ 4:pm – Realgy called and spoke to customer, customer would like to rescind enrollment Advised we would submit that request 01/29/ – Submit rescind request to Utility 02/01/ – Notice from Utility, rescission accepted 02/24/ – Recd, researched, responded to complaint DIRECT RESPONSE TO COMPLAINT: I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILL This is a statement, not a complaint AFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTS This is a statement, not a complaint I TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALL When all the customer service reps are on the phones, the calls are transferred to an answering service so that a live person takes the message instead of going to a voice mail Our policy is to return the call within business day This call was returned that same afternoon THEY SAY THEY WILL HAVE SOMEONE CALL ME BACK This is a statement, not a complaint AFTER PHONE CALLS THAT ARE NOT RETURNED Evidence shows the caller made the calls within a few hours, Realgy did return the calls that afternoon I WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN DAYS This has been done .BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME Evidence refutes this statement WHICH I DON'T BELIEVE THEY WILL Evidence refutes this statement / [redacted] Style Definitions */
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Complaint: [redacted] I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed First, I stated in my complaint that I did not want to receive another solicitation from this company This morning, at 11:am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] ** [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 02/03/ Customer authorized enrollment via TPV 02/14/ Notice from Utility, enrollment accepted 02/17/ Welcome Letter sent 03/31/ p Customer left message 03/31/ p Realgy left message 04/04/ p Customer left message 04/05/ a Customer left message 04/06/ p Customer left message 04/06/ p Realgy called customer, no machine, no message 04/07/ a Realgy called and spoke to Customer Advised there was a billing error and a refund will be issued Customer wants to cancel Advised we would submit that request 04/07/ Submit request to drop service to Utility 04/08/ Refund check in the amount of $sent to customer 04/08/ Recd complaint 04/11/ Notice from Utility, drop service accepted 04/19/ Researched and responded to complaint Revdex.com COMPLAINT: I talked to a representative on the phone, who called me, on 2/3/and agreed to switch my gas supply services to Realgy EnergyShe assured me of great savings, but needed to know quickly if I would changeMY BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in days, these never cameI kept checking my [redacted] bill and on my April bill received the first Realgy service charges: an INCREASE of over $in gas supply charges!!! I have called their number times, get their "answering service" every time, even after just missing a call from themDid receive calls back, one I missed, the second from what sounded like a computer generated message that ended up hanging up on meHoping this might get an appropriate response from them I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service OUR INVESTIATION UNCOVERED THE FOLLOWING: The Welcome Letter, which customer refers to as “papers” was sent out days after enrollment We did realize there was a billing error on the first month of service, advised the customer of this, and sent a refund check for the over charge We do have an answering service so that a live operator speaks to our customers when all our CS Reps are on the phones instead of a voice mail system INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy / [redacted] Style Definitions */
Complaint: [redacted] I am rejecting this response because: I have never received any refund, and my [redacted] account has not been corrected regarding the billing errorStill waiting for resolution!! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I am not forefeiting my gasThey cannot ask for ETF and keep my gasI want to exhaust my gas in storage and then I cancel my service with Realagy Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] our court manager is aware of this situation and any solicitors will be removed with a police escort
CASE: [redacted] CUSTOMER NAME: [redacted] * [redacted] ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 01/25/– Customer enrolled via TPV 02/03/– Notice from Utility accepted enrollment 02/04/– Welcome Letter sent 02/13/@ 10:am – Customer left message 02/13/@ 2:pm – Realgy called and spoke to Customer, [redacted] stated he is very upset that he was charged for the welcome letter of $ I apologized to the customer for inconvience and that we would refund himHe said that’s all your going to do? And also stated will it take months to receive? I advsd customer that we would send it soon not months and that it would be by checkThe customer then complained about having to use his gas to cash the checkI advsd to the customer that we are trying to rectify the problem but it is with the postal serviceI advsd we do weigh and set the postage but sometimes post offices to kick backCustomer was still not happy and wanted to be transferred to the supervisorCall transferred to [redacted] 02/13/@ 2:pm – Supervisor took transferred call, [redacted] is unhappy about the postage dueAdvsd we can refund that backHe said he would have to waste his time and his gas to go to the bankAdvsd that is all we can offer Advsd we send approx out a week and maybe have the postage issue and it just started last week He didn’t care He was upset and will be filing a Revdex.com complaint 03/10/@ 11:am – Customer left message 03/10/@ 3:pm – Realgy left message 03/10/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: I was called to switch my home gas to Realgy Energy Services, three weeks ago This is a statement, not a complaint Realgy can respond to On February 2015, I received a package in the mail with postage due of $that the Mail Carrier, collected before receiving the package This is a statement, not a complaint Realgy can respond to After going through my mail I opened this and an Ink Pen was in it(It was not ordered and must have been a gift) This is a statement, not a complaint Realgy can respond to I tried to contact the "Call Center" [redacted] , two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days This is not a clear statement, but evidence shows Realgy did reach out the customer the same day he called in and apologized and explained what we believe happened I think this is just to put this off and try to forget it This is a statement, not a complaint Realgy can respond to I would like to be refunded $plus $for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this( [redacted] **Can I afford these kind of things from every business that contacts me? This is a statement, not a complaint Realgy can respond to Realgy explained to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the Welcome Package We send out thousands at a time and have noticed in [redacted] about 1% have been returned with a notice of Postage Due We have had a few customers call in complaining and we have and will continue to issue a refund check for the extra postage they have had to pay, which has been $
REALGY RESPONSE TO COMPLAINT: The customer enrolled and was given the Terms and Conditions The customer was sent a Welcome Letter explaining his enrollment We have more information regarding our programs on line We returned all calls to the customer and we either left a message or spoke to the customer While leaving messages, we also had advised the customer that he could go online and set an appointment convenient to him to receive a call back, the customer never did this The Final Balancing charge is so that all the other customers in that Price Pool are not punished and getting a higher price due to this customer canceling early Which is in the Terms and Conditions Our customer service team is a hard working, knowledgeable team and degrading and calling them names is not called for
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/ Customer authorized enrollment via contract 09/11/ NOTICE from Utility, enrollment accepted 09/12/ Welcome Letter sent 10/19/p Customer left message 10/20/p Realgy called and spoke to ***, said she wasn’t told she was switching, advised she signed a contract and received the Welcome Letter, and a letter from the Utility advising of the switchAdvised of the Program and that she is guaranteed to save at least 4% in total at the end of the termIf she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contractWe also need the request to terminate in writingSaid she was going to complain to Revdex.com10/26/ Recd request to cancel 10/26/ Submit request to cancel 10/28/ NOTICE from Utility, enrollment canceled 11/22/ Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted] ***He asked me for a recent billHe did not tell me I was signing up for a different providerHe did not give me a copy of the form I signedThis is not a discount - as a matter of fact, this company charges much more! I called to cancel the service immediately, and the man on the phone said that would not be possible, that it takes a few billing cycles, and it will cost $to cancel service with them OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer signed the agreement to switch to Realgy The Agreement guarantees the customer will save at least 4% by the end of the term If the customer doesn’t save at least that amount, Realgy will refund the difference The customer has not been with us for more than a month When the customer spoke with Realgy, we explained that we will submit the request to cancel right away, but it could take up to billing cycles to cancel as we have no control over that, it is the Utility and they do not cancel with a period, but it must be at the beginning of the next period There is an ETF, per the signed agreement
OUR INVESTIATION UNCOVERED THE FOLLOWING: This was a mix up in street addresses only, which led the incorrect person to receive a Welcome Letter The customer we have the authorized agreement for, [redacted] with the account number listed in this complaint, is the account that has been enrolled in the Realgy Program We have attempted to contact [redacted] to explain this error, and have only been able to leave a message, we will attempt again
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 06/18/ Customer authorized enrollment via contract 06/22/ Requested Addition 06/23/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 06/30/ Requested Addition 07/01/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/08/ Requested Addition 07/11/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/15/ NOTICE from Utility, account [redacted] enrollment accepted 07/18/ Requested Addition 07/19/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/26/ Requested Addition 07/27/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/03/ Requested Addition 08/04/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/11/ Requested Addition 08/12/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/19/ Requested Addition 08/20/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/29/ Requested Addition 08/30/a Customer left message 08/30/a LIVE CHAT with customer, customer requested phone call to discuss billingRealgy called and spoke to customer, reviewed program, bill, storage programCustomer doesn’t believe he will use all the gas in storageExplained it is only 20% of his annual usage, and all will be used throughout the winter monthsCustomer asked how to cancel, advised must be in writing and there will be an ETF08/31/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 09/07/ Requested Addition 09/07/ Recd, researched, responded to complaint COMPLAINT: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call againAgain, on Monday, I got the answering service and was asked to leave a number so they could return a call in next hoursI went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did doShe then said I needed to Email " [redacted] to Email them a Cancelation of Contract, which I did, but no verification from them of thatThe Realgy Rep presented this Choice Program as being cheaper, as it was explained to meMy first bill with them and they are charging a Gas Supply charge to a residence that I have, that is vacant, and has been for yearsIt is a Farm House I stay at when huntingI chose to pay [redacted] the monthly charge to have access to gas when ever I might be there and need itRealgy is charging for Future Gas usage as she explained to me of 20% of Based useThat fact alone makes them more Expensive than [redacted] a monthMy act # is [redacted] with [redacted] and I want the Gas Supply charge removed from my account, since there was no gas used or DeliveredI also CANCEL MY Contract with Realgy and will return to [redacted] as my SupplierThank you OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer left a message and it was returned with the start of the LIVE CHAT the same morning We did not receive an email from this customer But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT The correct email is [redacted] This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved If the customer chooses to cancel, is must be done in writing and there will be an ETF
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
5/28/
Complaint
on 5/5/2015, a sales person came to my doorAt the time I had no idea he was a sales personAt first he stated he was with *** *** and needed to look at my recent bill to make sure I was getting the lowest price for my gasI was concerned but pulled up my bill and showed himHe wrote
some information down, and then I began to question himI asked him what he was doing any why he needed my billHe responded that he was checking the gas recovery costHe then asked for my signatureI was really skeptical now, so I asked him directly if he was from *** ***He replied, no I'm with Realgy energy, but we work with *** ***I then asked him what was going to happen and why I was signing, and if this was going to cost me anythingHe replied, No, this is just switching where your gas comes from, now it will just come from within ***I signed but felt very uneasyI immediately called *** *** and they explained the entire process to me, in that the salesman had switched me over to Realgy company for the gas and they have different prices that fluctuate, and sometimes may be higher or lower depending on where and when each company buys the gasI never would have switched had I known this informationI was lied to and upsetI then called Realgy to figure out what they had to sayWhen I called I was answered by someone who is just a call technician, and can only answer t he phone and take a message to have someone qualified to call me back! I have been playing phone tag for two weeks!!!! Every time they call I am at work and I cannot answerI called and left another message with another call technician and asked them not to call before 3:00PM, and to only call after 3:00PM...sure enough the next morning I get a call at 10:00AMI want to just cancel the service and cannot get anyone to actually talk to to take care of thisVery upset about the immoral and shady business practice to get customers, and the trying to hide behind a call center as to not answer questions or complaints if they don't want to, and with the inability to talk to cancel this awful service
Desired Resolution
I would just like my service with Realgy canceled, and no charges on my end to pay
Consumer Business Dialog
Revdex.com Case No: HISTORY SUMMARY FOR: Name: *** ***r Phone: ###-###-#### Street: *** * *** *** City/St/Zip: *** *** ** *** Account No.: *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE
TIME MESSAGE 11/23/ Customer authorized enrollment via TPV 11/25/ NOTICE from Utility, enrollment accepted 12/03/ Welcome Letter sent 08/19/p Customer left message 08/22/a Realgy left message 08/22/p Customer left message 08/23/a Realgy called and spoke to customer, she wants to cancel, is eliminating all 3rd party suppliersAdvised we need that in writing and there will be an ETFGave customer email to send the request08/23/a Customer left message 08/23/p Realgy called and spoke to customer, she did not understand she was sending an email, she thought she was entering a websiteAdvised to create an email and send it with the request08/25/a Recd written request to cancel 08/25/ Submit request to cancel enrollment 08/29/ NOTICE from Utility, enrollment canceled 09/30/ Researched and responded to complaint Revdex.com COMPLAINT: It is very difficult to contact a customer service representativeUpon placing a call, I am connected to an answering service who sets an apptfor the company to call me back no sooner than hours laterWhen I finally got a call back I explained that due to large medical bills, I am cancelling my account with themI was told that in order for them to do that, they would require a written requestShe gave me the website to submit my request to, which is ***When logging in to that site, it was not a legitimate addressSo, when I called to try to get this issue resolved, I was told by the answering service, I would again have to schedule a call back in at least hoursI got so frustrated, I just hung upPlease help OUR INVESTIGATION UNCOVERED THE FOLLOWING: When all our Customer Service Reps are taking other calls, our phones to forward to a Live Answering Service instead of voice mail. The customers are told they should receive a call back within business day. The email given to the customer is an email address, not a website. If the customer hangs up, there is no way for us to know she called with an issue. She did call back and we did return the call and explained that is an email address, not a website. She did submit the request to cancel, and it was processed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I need all information to terminate our contract by AprilIt isn't that for away so I will terminate contract after the one yearPlease submit all information needed for me to complete termination at the end of one year
Sincerely,
*** ***
CASE: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] *** ** [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 12/11/ – Customer went through TPV 12/15/ – Notice from Utility accepted enrollment start date 11/18/ 12/23/ – Welcome Letter sent 02/23/ @ 11:am – Customer left message 02/24/ @ 12:pm – Realgy left message 02/25/ @ 4:pm – Customer left message 02/26/ @ 10:am- Realgy called and spoke to Customer, [redacted] and ***, asked questions why bill is so much higher than normal, advsd customer of how billing works with [redacted] and how it is based off of a historal annual usage from the prior yearAdvsd customer I could send them the website, which she stated she believe she already had as far as how billing works and she can see the break downCustomer asked about storageAdvsd customer of how storage works and what months it is collected inCustomer stated they never received a letter from [redacted] , but that they did receive a letter from us advsding they would receive a letter from [redacted] and stating they would have days to opt out if they chose to, but never received itAdvsd customer that if they received our welcome letter they had the days as well adfter receiving ours, and advsd they would need to call [redacted] to find out why it was never sent out to them, we do not handle their paperworkCustomer also asked if there was any penalty, and I advsd the contract terms and conditions and advsd we would need written notice and what the ETF would be [redacted] asked who the supervisor was, advsd customer of my supervisor [redacted] and of our number as well as ExtCustomer had no further questions and was going to contact [redacted] as well 03/02/ @ 10:am – Customer left message 03/02/ @ 10:am – Customer left message 03/02/ – Rec’d complaint from [redacted] 03/02/ – Rec’d complaint from Revdex.com 03/05/ – Realgy called and spoke to Customer, both [redacted] and [redacted] were on the line and wanted to speak with a supervisor, they did not want to speak with me, transferred call to Supervisor MG spoke to Mr and MrsWent over the billingExplained the problem stems back to the first billing where he was charged zero He states he was charged approx $on the first billing Pulled up a few reports and I still show the zero Asked if he could send me a copy of that bill so I can take a look He will email it to support He asked about the billing coming up next week Advsd if any changes are needed, it would go out as a refund check, not an adjustment to the billHe understoodAdvsd once the email is recd, I will review with my billing department and get back to him tomorrowHe agreed 03/05/ – MG went over the billng with [redacted] and [redacted] and found the first bill was definitely in error since our system shows the zero charge but the customer was billed Our system was carrying over a $charge in error causing the next two bills to be incorrect 03/05/ @ 4:pm - Called and spoke to [redacted] and Kay Went over the billing and the errorsAdvsd the second bill should have been approx $35-higher and the most recent bill should have been about $less Advsd we can send out the refund check for the $and I will watch his billing and check in with them in a few weeks when the next billing cycle runs They agreedAlso discussed the storage program in depth as wellThey are happy 03/06/ – Researched and responded to complaint from [redacted] 03/11/ – Refund check request sent to be processed 03/16/ – Responded to Revdex.com Complaint DIRECT RESPONSE TO COMPLAINT: Realgy billed us an unreasonable amount for gas usage Found a billing error, which was explained to the Customer, and a refund is due We called them but they could not explain the reason Evidence refutes this statement They said they would email us showing how they calculated the bill but we have not received that email The issue was discussed with the customer, he never asked for the calculation to be sent But it is prepared and will go out with the refund check The previous month's bill was $for Ccf gas used This is a statement, not a complaint Realgy can respond to The current bill is for $for Ccf gas used This is a statement, not a complaint Realgy can respond to
Revdex.com Case No : HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] CityStZip: [redacted] Acct: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: 11/25/ – Customer signed agreement authorizing enrollment (attached) 11/30/ – Notice from Utility, enrollment accepted 12/03/ – Welcome Letter sent (attached) 12/15/ @ 11:am – Customer left message 12/15/ @ 4:pm – Realgy rec’d written request to drop service 12/16/ – Submit drop request to Utility 12/16/ @ 12:pm – Customer left message 12/16/ @ 1:pm – Customer left message 12/16/ @ 3:pm – Realgy called and spoke to Customer, she felt she was misled When asked if the Rep had on the Realgy badge and vest, she said she couldn’t remember because so many people come in and out of her property Advised that we had submitted the drop request per her written request She is all set 12/17/ – Notice from Utility, accepted drop request 01/04/ – Rec’d complaint 01/05/ – Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: A woman came to my door about a month ago claiming she was with [redacted] Energy to let me know the prices have dropped for gas and would need my billing statement in order to receive the change in prices for next month's billEach Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked We do not represent ourselves as being with [redacted] or any Utility She however DID NOT inform me that she WAS NOT with my current gas provider and was with Realgy Energy Services Evidence refutes this statement I have contacted [redacted] to see if the gas was in my name but Realgy has switched me over to their pricing without my permission or agreement Evidence refutes this statement, the signed agreement is attached I need to get my gas back in my name COMPLETELY with [redacted] and cancel Realgy Energy Services as soon as possible before my days are up This was done upon her written request on 12/16/ I have attempted to contact Realgy several times and no one has returned my phone calls or emails Evidence refutes this statement I am frustrated that the woman was very dishonest and that Realgy put the gas into their name without my permission to do soEach Agent is assigned Realgy Gear which consists of a hat, shirt, coat (weather dependent) and a badgeEach Agent signs in each morning and Realgy Gear is checked We do not represent ourselves as being with [redacted] or any Utility The customer also signed the agreement which clearly shows we are Realgy and she is switching to a third party supplier This is completely unacceptable and unprofessional Realgy is a licensed, registered and approved supplier by the [redacted] Please help me cancel my subscription with Realgy promptly so that I can get the gas back into my name fully with [redacted] energy This was done upon the customer’s written request on 12/16/ / [redacted] Style Definitions */
Complaint: [redacted] I am rejecting this response because: The first month's bill was times the amount I regularly make to NIPSCOI was not informed that I was switching providersThe man at my door liedHe said I was signing up for a discount.I will be paying the bill for $for early disconnect, only because I do not wish my credit to be compromisedI want it returned to meI do not believe I owe it, because I was lied to.This is a very poor way to do businessYou shouldn't have to lie to get customers Sincerely, [redacted]
THE CHECK WAS MAILED OUT TO THE CUSTOMER ON 04/21/16, WHICH WAS LAST THURSDAY IT MAY NOT HAVE REACHED THE CUSTOMER YET, BUT IT WAS SENT IF SHE WOULD PREFER A DIRECT DEPOSIT, WHICH WAS OFFERED, WE CAN CERTAINLY ACCOMMODATE THAT REQUEST AND PUT A STOP PAYMENT ON THE CHECK THE ACCOUNT HAS BEEN CORRECT
Revdex.com Case No : [redacted] HISTORY SUMMARY FOR: [redacted] Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] [redacted] CUSTOMER HISTORY TIMELINE: 01/26/ – Customer authorized enrollment via TPV 01/27/ @ 9:am – Customer left message 01/28/ @ 8:am – Customer left message 01/28/ @ 10:am – Customer left message 01/28/ @ 10:am – Customer left message 01/28/ @ 4:pm – Realgy called and spoke to customer, customer would like to rescind enrollment Advised we would submit that request 01/29/ – Submit rescind request to Utility 02/01/ – Notice from Utility, rescission accepted 02/24/ – Recd, researched, responded to complaint DIRECT RESPONSE TO COMPLAINT: I RECEIVED PHONE CALL FROM COMPANY TO AGREE TO SIGN UP WITH THEM TO SAVE MONEY ON GAS BILL This is a statement, not a complaint AFTER DOING RESEARCH ON THEM I HAVE SECOND THOUGHTS This is a statement, not a complaint I TRIED TO CALL THEM AND CAN NOT GET A PERSON TO TAKE MY CALL When all the customer service reps are on the phones, the calls are transferred to an answering service so that a live person takes the message instead of going to a voice mail Our policy is to return the call within business day This call was returned that same afternoon THEY SAY THEY WILL HAVE SOMEONE CALL ME BACK This is a statement, not a complaint AFTER PHONE CALLS THAT ARE NOT RETURNED Evidence shows the caller made the calls within a few hours, Realgy did return the calls that afternoon I WANT TO CANCEL AGREEMENT WITH THEM, WHICH THERE SITE SAYS TO DO SO WITHIN DAYS This has been done .BUT I CANNOT MAKE THEM CALL ME, AND I'M TIRED OF WAITING ON THEM TO CONTACT ME Evidence refutes this statement WHICH I DON'T BELIEVE THEY WILL Evidence refutes this statement / [redacted] Style Definitions */
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Read More Customer Complaints: $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Complaint: [redacted] I am rejecting this response because: I reviewed the business practices listed above and was able to determine the actions above were not followed First, I stated in my complaint that I did not want to receive another solicitation from this company This morning, at 11:am I was contacted again by a sales representative trying to get me to switch to this company for "energy savings." When I informed the representative about my request not to be contacted, he (he stated his name was "J") proceeded to ask me why I told him I didn't appreciate their pushy sales tactics or rude customer service, he kept talking and asking me why I don't want to save money by switching to their company He completely ignored the fact that I said I was not to be contacted and did not acknowledge my request at all Therefore, I am not accepting the resolution stated by the company based on the fact their representatives continue solicitations even after I made it clear I am not interested Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com CASE NUMBER: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] ** [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 02/03/ Customer authorized enrollment via TPV 02/14/ Notice from Utility, enrollment accepted 02/17/ Welcome Letter sent 03/31/ p Customer left message 03/31/ p Realgy left message 04/04/ p Customer left message 04/05/ a Customer left message 04/06/ p Customer left message 04/06/ p Realgy called customer, no machine, no message 04/07/ a Realgy called and spoke to Customer Advised there was a billing error and a refund will be issued Customer wants to cancel Advised we would submit that request 04/07/ Submit request to drop service to Utility 04/08/ Refund check in the amount of $sent to customer 04/08/ Recd complaint 04/11/ Notice from Utility, drop service accepted 04/19/ Researched and responded to complaint Revdex.com COMPLAINT: I talked to a representative on the phone, who called me, on 2/3/and agreed to switch my gas supply services to Realgy EnergyShe assured me of great savings, but needed to know quickly if I would changeMY BIG MISTAKE, DID NO RESEARCH!!! Said I would get papers in mail in days, these never cameI kept checking my [redacted] bill and on my April bill received the first Realgy service charges: an INCREASE of over $in gas supply charges!!! I have called their number times, get their "answering service" every time, even after just missing a call from themDid receive calls back, one I missed, the second from what sounded like a computer generated message that ended up hanging up on meHoping this might get an appropriate response from them I would like to talk to someone that can take care of crediting my account for that charge and remove me from their service OUR INVESTIATION UNCOVERED THE FOLLOWING: The Welcome Letter, which customer refers to as “papers” was sent out days after enrollment We did realize there was a billing error on the first month of service, advised the customer of this, and sent a refund check for the over charge We do have an answering service so that a live operator speaks to our customers when all our CS Reps are on the phones instead of a voice mail system INVESTIGATION IN RESPONSE TO COMPLAINT: Upon receipt of this complaint, Realgy initiated a review of the sale of this accountThe review included but was not limited to; the sales processes a collateral which includes script, post-sales script and leave behinds b processing of sale including interview with agent c quality control over sale including interview of QC supervisor d floor manager/team leader review Management review of results REALGY STANDARD SALES PRACTICE INCLUDES: · reviewing the script (D2D or TPV) with the representatives on the campaign o review of the post script o review of the QC management oversight o review of team leader / floor manager · was Realgy “gear” (Safety Vest, Jacket, Shirt, Hat) in use (issued to all representatives working D2D campaign) o ID Badges (Realgy logo, picture, name, id number) to all representatives working D2D campaign o Use of Safety vest with Realgy logo o Realgy Agreement with Logo to all representatives working D2D campaign · For phone based representatives o TPV id number to all customers completing the process o Sales policies followed o Recording reviewed · Review of customer timeline including o Sales process listed above o Enrollment with utility § Utility response o Welcome letter to customer o Review of customer service notes o Notification of first billing with Realgy o Notification of 2nd billing with Realgy / [redacted] Style Definitions */
Complaint: [redacted] I am rejecting this response because: I have never received any refund, and my [redacted] account has not been corrected regarding the billing errorStill waiting for resolution!! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I am not forefeiting my gasThey cannot ask for ETF and keep my gasI want to exhaust my gas in storage and then I cancel my service with Realagy Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] our court manager is aware of this situation and any solicitors will be removed with a police escort
CASE: [redacted] CUSTOMER NAME: [redacted] * [redacted] ACCOUNT: [redacted] UTILITY: [redacted] CUSTOMER HISTORY TIMELINE: 01/25/– Customer enrolled via TPV 02/03/– Notice from Utility accepted enrollment 02/04/– Welcome Letter sent 02/13/@ 10:am – Customer left message 02/13/@ 2:pm – Realgy called and spoke to Customer, [redacted] stated he is very upset that he was charged for the welcome letter of $ I apologized to the customer for inconvience and that we would refund himHe said that’s all your going to do? And also stated will it take months to receive? I advsd customer that we would send it soon not months and that it would be by checkThe customer then complained about having to use his gas to cash the checkI advsd to the customer that we are trying to rectify the problem but it is with the postal serviceI advsd we do weigh and set the postage but sometimes post offices to kick backCustomer was still not happy and wanted to be transferred to the supervisorCall transferred to [redacted] 02/13/@ 2:pm – Supervisor took transferred call, [redacted] is unhappy about the postage dueAdvsd we can refund that backHe said he would have to waste his time and his gas to go to the bankAdvsd that is all we can offer Advsd we send approx out a week and maybe have the postage issue and it just started last week He didn’t care He was upset and will be filing a Revdex.com complaint 03/10/@ 11:am – Customer left message 03/10/@ 3:pm – Realgy left message 03/10/– Researched and responded to complaint DIRECT RESPONSE TO COMPLAINT: I was called to switch my home gas to Realgy Energy Services, three weeks ago This is a statement, not a complaint Realgy can respond to On February 2015, I received a package in the mail with postage due of $that the Mail Carrier, collected before receiving the package This is a statement, not a complaint Realgy can respond to After going through my mail I opened this and an Ink Pen was in it(It was not ordered and must have been a gift) This is a statement, not a complaint Realgy can respond to I tried to contact the "Call Center" [redacted] , two time for my money returned for a gross mistake of using there customer in this manner of enrolling for their serve and wouldn't be contacted for two or three days This is not a clear statement, but evidence shows Realgy did reach out the customer the same day he called in and apologized and explained what we believe happened I think this is just to put this off and try to forget it This is a statement, not a complaint Realgy can respond to I would like to be refunded $plus $for the time, trouble, and stress due to being a retired vet taking meds I take for dealing with things like this( [redacted] **Can I afford these kind of things from every business that contacts me? This is a statement, not a complaint Realgy can respond to Realgy explained to the customer that we have gone to the United States Post Office in [redacted] and they told us how much it would cost to mail out the Welcome Package We send out thousands at a time and have noticed in [redacted] about 1% have been returned with a notice of Postage Due We have had a few customers call in complaining and we have and will continue to issue a refund check for the extra postage they have had to pay, which has been $
REALGY RESPONSE TO COMPLAINT: The customer enrolled and was given the Terms and Conditions The customer was sent a Welcome Letter explaining his enrollment We have more information regarding our programs on line We returned all calls to the customer and we either left a message or spoke to the customer While leaving messages, we also had advised the customer that he could go online and set an appointment convenient to him to receive a call back, the customer never did this The Final Balancing charge is so that all the other customers in that Price Pool are not punished and getting a higher price due to this customer canceling early Which is in the Terms and Conditions Our customer service team is a hard working, knowledgeable team and degrading and calling them names is not called for
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 09/07/ Customer authorized enrollment via contract 09/11/ NOTICE from Utility, enrollment accepted 09/12/ Welcome Letter sent 10/19/p Customer left message 10/20/p Realgy called and spoke to ***, said she wasn’t told she was switching, advised she signed a contract and received the Welcome Letter, and a letter from the Utility advising of the switchAdvised of the Program and that she is guaranteed to save at least 4% in total at the end of the termIf she is canceling early, there is an ETF and she forfeits any amount in Storage, per her contractWe also need the request to terminate in writingSaid she was going to complain to Revdex.com10/26/ Recd request to cancel 10/26/ Submit request to cancel 10/28/ NOTICE from Utility, enrollment canceled 11/22/ Researched and responded to complaint COMPLAINT: A representative came to my door stating he could give me a discount on my [redacted] ***He asked me for a recent billHe did not tell me I was signing up for a different providerHe did not give me a copy of the form I signedThis is not a discount - as a matter of fact, this company charges much more! I called to cancel the service immediately, and the man on the phone said that would not be possible, that it takes a few billing cycles, and it will cost $to cancel service with them OUR INVESTIGATION UNCOVERED THE FOLLOWING: The customer signed the agreement to switch to Realgy The Agreement guarantees the customer will save at least 4% by the end of the term If the customer doesn’t save at least that amount, Realgy will refund the difference The customer has not been with us for more than a month When the customer spoke with Realgy, we explained that we will submit the request to cancel right away, but it could take up to billing cycles to cancel as we have no control over that, it is the Utility and they do not cancel with a period, but it must be at the beginning of the next period There is an ETF, per the signed agreement
OUR INVESTIATION UNCOVERED THE FOLLOWING: This was a mix up in street addresses only, which led the incorrect person to receive a Welcome Letter The customer we have the authorized agreement for, [redacted] with the account number listed in this complaint, is the account that has been enrolled in the Realgy Program We have attempted to contact [redacted] to explain this error, and have only been able to leave a message, we will attempt again
Case No: [redacted] HISTORY SUMMARY FOR: Name: [redacted] Phone: ###-###-#### Street: [redacted] City/St/Zip: [redacted] Account No.: [redacted] Utility: [redacted] CUSTOMER HISTORY TIMELINE: DATE TIME MESSAGE 06/18/ Customer authorized enrollment via contract 06/22/ Requested Addition 06/23/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 06/30/ Requested Addition 07/01/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/08/ Requested Addition 07/11/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/15/ NOTICE from Utility, account [redacted] enrollment accepted 07/18/ Requested Addition 07/19/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 07/26/ Requested Addition 07/27/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/03/ Requested Addition 08/04/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/11/ Requested Addition 08/12/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/19/ Requested Addition 08/20/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 08/29/ Requested Addition 08/30/a Customer left message 08/30/a LIVE CHAT with customer, customer requested phone call to discuss billingRealgy called and spoke to customer, reviewed program, bill, storage programCustomer doesn’t believe he will use all the gas in storageExplained it is only 20% of his annual usage, and all will be used throughout the winter monthsCustomer asked how to cancel, advised must be in writing and there will be an ETF08/31/ NOTICE from Utility, rejected enrollment customer has not paid their utility bill 09/07/ Requested Addition 09/07/ Recd, researched, responded to complaint COMPLAINT: I was shocked by my Bill!!! I called their number, only to speak to a answering service and told I had to wait till Monday to call againAgain, on Monday, I got the answering service and was asked to leave a number so they could return a call in next hoursI went online to their site to see if there was any other way of contacting them and ended up with an online rep, who told me she would call shortly, which she did doShe then said I needed to Email " [redacted] to Email them a Cancelation of Contract, which I did, but no verification from them of thatThe Realgy Rep presented this Choice Program as being cheaper, as it was explained to meMy first bill with them and they are charging a Gas Supply charge to a residence that I have, that is vacant, and has been for yearsIt is a Farm House I stay at when huntingI chose to pay [redacted] the monthly charge to have access to gas when ever I might be there and need itRealgy is charging for Future Gas usage as she explained to me of 20% of Based useThat fact alone makes them more Expensive than [redacted] a monthMy act # is [redacted] with [redacted] and I want the Gas Supply charge removed from my account, since there was no gas used or DeliveredI also CANCEL MY Contract with Realgy and will return to [redacted] as my SupplierThank you OUR INVESTIGATION UNCOVERED THE FOLLOWING: Customer left a message and it was returned with the start of the LIVE CHAT the same morning We did not receive an email from this customer But looking at the email he is leaving in the complaint, it is incorrect, it looks like he is adding a space after SUPPORT The correct email is [redacted] This customer’s contract is a Guarantee Saving, so if he is charged more then what the Utility would have charged him by the end of his term, we will reimburse the difference We do not guarantee to be less than the Utility every month, we guarantee by the end of the term, you will have saved If the customer chooses to cancel, is must be done in writing and there will be an ETF
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***
5/28/
Complaint
on 5/5/2015, a sales person came to my doorAt the time I had no idea he was a sales personAt first he stated he was with *** *** and needed to look at my recent bill to make sure I was getting the lowest price for my gasI was concerned but pulled up my bill and showed himHe wrote
some information down, and then I began to question himI asked him what he was doing any why he needed my billHe responded that he was checking the gas recovery costHe then asked for my signatureI was really skeptical now, so I asked him directly if he was from *** ***He replied, no I'm with Realgy energy, but we work with *** ***I then asked him what was going to happen and why I was signing, and if this was going to cost me anythingHe replied, No, this is just switching where your gas comes from, now it will just come from within ***I signed but felt very uneasyI immediately called *** *** and they explained the entire process to me, in that the salesman had switched me over to Realgy company for the gas and they have different prices that fluctuate, and sometimes may be higher or lower depending on where and when each company buys the gasI never would have switched had I known this informationI was lied to and upsetI then called Realgy to figure out what they had to sayWhen I called I was answered by someone who is just a call technician, and can only answer t he phone and take a message to have someone qualified to call me back! I have been playing phone tag for two weeks!!!! Every time they call I am at work and I cannot answerI called and left another message with another call technician and asked them not to call before 3:00PM, and to only call after 3:00PM...sure enough the next morning I get a call at 10:00AMI want to just cancel the service and cannot get anyone to actually talk to to take care of thisVery upset about the immoral and shady business practice to get customers, and the trying to hide behind a call center as to not answer questions or complaints if they don't want to, and with the inability to talk to cancel this awful service
Desired Resolution
I would just like my service with Realgy canceled, and no charges on my end to pay
Consumer Business Dialog
Revdex.com Case No: HISTORY SUMMARY FOR: Name: *** ***r Phone: ###-###-#### Street: *** * *** *** City/St/Zip: *** *** ** *** Account No.: *** Utility: *** CUSTOMER HISTORY TIMELINE: DATE
TIME MESSAGE 11/23/ Customer authorized enrollment via TPV 11/25/ NOTICE from Utility, enrollment accepted 12/03/ Welcome Letter sent 08/19/p Customer left message 08/22/a Realgy left message 08/22/p Customer left message 08/23/a Realgy called and spoke to customer, she wants to cancel, is eliminating all 3rd party suppliersAdvised we need that in writing and there will be an ETFGave customer email to send the request08/23/a Customer left message 08/23/p Realgy called and spoke to customer, she did not understand she was sending an email, she thought she was entering a websiteAdvised to create an email and send it with the request08/25/a Recd written request to cancel 08/25/ Submit request to cancel enrollment 08/29/ NOTICE from Utility, enrollment canceled 09/30/ Researched and responded to complaint Revdex.com COMPLAINT: It is very difficult to contact a customer service representativeUpon placing a call, I am connected to an answering service who sets an apptfor the company to call me back no sooner than hours laterWhen I finally got a call back I explained that due to large medical bills, I am cancelling my account with themI was told that in order for them to do that, they would require a written requestShe gave me the website to submit my request to, which is ***When logging in to that site, it was not a legitimate addressSo, when I called to try to get this issue resolved, I was told by the answering service, I would again have to schedule a call back in at least hoursI got so frustrated, I just hung upPlease help OUR INVESTIGATION UNCOVERED THE FOLLOWING: When all our Customer Service Reps are taking other calls, our phones to forward to a Live Answering Service instead of voice mail. The customers are told they should receive a call back within business day. The email given to the customer is an email address, not a website. If the customer hangs up, there is no way for us to know she called with an issue. She did call back and we did return the call and explained that is an email address, not a website. She did submit the request to cancel, and it was processed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I need all information to terminate our contract by AprilIt isn't that for away so I will terminate contract after the one yearPlease submit all information needed for me to complete termination at the end of one year
Sincerely,
*** ***