NRG Retail Solutions

To Whom It May Concern,   NRG Home received [redacted]’s rejection to our complaint response on September 15, 2016. The following outlines our response to his rejection.   Upon receiving this rejection, NRG Home attempted to speak with [redacted] on September 16, 19 and 20, 2016.  Unfortunately, we were unable to reach him.  Should he choose to return our call, we will work to resolve his complaint.  Until then, we consider this matter closed.   Please let me know if you need additional information regarding this case.   Sincerely,     Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: ([redacted]@nrgenergy.com)           Tell us why here...

To Whom It May Concern, NRG Home received [redacted]’s complaint, filed on behalf of her mother [redacted], on September 26, 2017.  The following outlines her enrollment, account status, and our resolution.   [redacted]’s account was enrolled with an NRG Home...

representative for NRG Home on June 1, 2015, by a [redacted].  During the enrollment, [redacted] presented herself as authorized to complete the enrollment, was presented with all required disclosures, including the fact that our product was for a 6 month fixed supply price plan.  [redacted] also completed third party verification.  Following the enrollment, [redacted] was mailed a copy of the Terms of Service for her electricity account, which further outlined the fixed supply price, including that it may be higher than the local utility company’s supply rate.  Finally, [redacted]’s account was enrolled in the NRG Home Cash Back rewards program.   As a result, she earned certain benefits, including an initial bonus amount, in the course of his enrollment based on her electricity purchases.    Prior to receiving the complaint, NRG Home spoke with [redacted] on July 24, 2017.  We reviewed the terms of service, supply prices charged, and offered alternative supply price plans available to her.  During this call, [redacted] requested to cancel her account with NRG Home.  Her request was processed immediately, and the account ended service on September 8, 2017, as determined by the local utility company, [redacted].  NRG Home spoke with [redacted] on July 28, 2017.  We reviewed the terms of service, supply prices charged, and confirmed the service end date on the account.   Lastly during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check.  [redacted] accepted our offer.    Upon receiving this complaint, NRG Home spoke with [redacted] on September 28, 2017.  We reviewed the terms of enrollment, supply prices charged, and confirmed the service end date for the account.  Lastly during that conversation, as a show of good will, we offered to issue an additional courtesy credit in the form of a check.  We believe this resolution was fair, since the Terms of Service clearly indicate that her plan was for a variable supply price.  While we were not obligated to offer a credit, as [redacted] clearly stated she was authorized to complete the enrollment, we did so in order to amicably resolve her complaint.  [redacted] accepted our offer.  We consider this matter closed.   Please let me know if you need additional information regarding this case.   Sincerely,   Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-####

NRG Residential Solutions received [redacted]’s complaint on September 27, 2016.  The following outlines his enrollment, account status, and our resolution.   [redacted] became an NRG Residential Solutions customer through an acquisition of his account from [redacted] Energy...

Solutions ([redacted]).  Notification of the acquisition and transfer of the account was sent on April 28, 2014 with an opt out date of June 3, 2014.  As [redacted] did not exercise this right, NRG Residential Solutions sent an enrollment request to [redacted] Energy (formerly [redacted]), his local utility, on June 26, 2014. [redacted] began service with NRG Residential Solutions on July 8, 2014, as determined by [redacted] Energy. NRG Residential Solutions honored all [redacted] Energy Solutions contracts upon acquisition of the account.  [redacted] was in a fixed price plan with [redacted], and remained in the fixed price plan with NRG Residential Solutions until the plan’s expiration.   Prior to receiving this complaint, NRG Residential Solutions spoke with [redacted] on September 27, 2016.  We reviewed the terms of the transfer, supply prices charged, and offered alternative supply price plans available to him.  During this call, [redacted] requested to cancel his account with NRG Residential Solutions.  His request was processed immediately, and his account ended service on October 6, 2016, as determined by his local utility company, [redacted] Energy.    Upon receiving this complaint, NRG Residential Solutions attempted to speak with [redacted] on September 28 and 30, 2016 and October 4, 2016.  Unfortunately, we were unable to reach him.  Should he choose to return our calls, we will work to resolve hi complaint.  Until then, we consider this matter closed.   Please let me know if you need any additional information regarding this complaint.   Please note that NRG Residential Solutions began using the trade name “NRG Home” for marketing purposes in October of 2014.      Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: ([redacted]@nrgenergy.com)

To Whom It May Concern,NRG Home received [redacted]’s complaint on September 13, 2017.  The following outlines hisenrollment, account status, and our resolution.[redacted] enrolled his electricity and natural gas account online for NRG Home on March 5, 2017, andhis electricity account...

started service with NRG Home on March 16, 2017, while his natural gas accountstarted service on April 1, 2017, both determined by his local utility company, [redacted]. During theenrollment, [redacted] was presented with all required disclosures including the fact that our electricityand natural gas products were for an introductory 3 month variable supply price plan.  Followingenrollment, NRG Home mailed a copy of the Disclosure Statement to [redacted] for the electricity andnatural gas accounts, which additionally outlined the variable supply price plan, and that NRG Homedoes not guarantee savings compared to his local utility company. Lastly, [redacted] enrolled hisaccounts in the NRG Home Southwest Airlines rewards plan. As a result, he was set to earn certainbenefits, including an initial bonus, based on his electricity and natural gas supply purchases. To date,he has earned 16,249 points.Prior to receiving this complaint, NRG Home spoke with [redacted] on August 15, 2017. We reviewedthe terms of enrollment, and supply prices charged. During this call, [redacted] indicated he had notreceived his enrollment bonus for his natural gas account. NRG Home advised we would investigate thisto ensure it is received. NRG Home spoke with [redacted] on September 7, 2017. We reviewed theterms of enrollment, and supply prices charged. During this call, [redacted] requested to cancel both ofhis account with NRG Home. His request was processed immediately, and his electricity account endedservice on September 13, 2017, as determined by the local utility company, [redacted], while his natural gasaccount will end service on October 1, 2017, as determined by [redacted].Upon receiving this complaint, NRG Home spoke with [redacted] on September 15, 2017. We reviewedthe terms of enrollment, supply prices charged, and confirmed the service end dates on the accounts.Lastly, as a gesture from customer service, NRG Home offered to issue a courtesy credit in the form of acheck, as well as offered to award him an additional bonus amount of miles. While we were notobligated to do so, we did this in an effort to amicably resolve his concerns. [redacted] accepted ouroffers. We consider this matter closed.Please let me know if you need additional information regarding this case.Frank S[redacted]NRG Northeast RetailPhone: ###-###-####Fax: ###-###-####

NRG Home received [redacted]’s complaint on February 1, 2017.  The following outlines his enrollment, account status, and our resolution.   [redacted]’s account was enrolled in person at a retail event with a NRG Home representative on August 23, 2016, and his service...

started with NRG Home on August 30, 2016, as determined by his local utility company, [redacted] Power.  During the enrollment, [redacted] was presented with all required disclosures including the fact that our electricity product was for an introductory 3 month variable supply price plan.  Following enrollment, NRG Home mailed a copy of the Disclosure Statement to [redacted] for the electricity accounts, which additionally outlined the variable supply price plan, and that NRG Home does not guarantee savings compared to his local utility company.    Prior to receiving this complaint, NRG Home did not speak with [redacted].  Upon receiving this complaint, NRG Home attempted to speak [redacted] on February 1, 2 and 3, 2017.  Unfortunately, we were unable to reach him.  Due to the language in this complaint, NRG Home processed a cancelation for [redacted]’s account, and the account ended service on February 3, 2017, as determine by his local utility company, [redacted] Power.  Should [redacted] choose to return our calls, we will work to resolve his complaint.  Until then, we consider this matter closed.  Please let me know if you need additional information regarding this case.   Frank S[redacted] NRG Northeast Retail Phone: ###-###-#### Fax: ###-###-#### Email: (fr[redacted]@nrgenergy.com)