Nunley & Associates

From: C***, Aileen Date: Mon, Jan 4, at 9:AMSubject: *** ** ***; Account Number *** Revdex.com case number ***To: "***@myRevdex.com.org" Good morning *** ***, I hope you had a wonderful holiday and
happy new year Attached you will find all the documents from *** ***’ account He enrolled in and has renewed at the same time each year His contract was cancelled at the end of to avoid the auto renewal option in 2016. He is welcome to cancel sooner but that would carry a cancel fee As you know we are willing to negotiate the fee He can call us any time to review his options We look forward to exploring his options with him Thank you for your help Aileen C***, Customer Care Manager, WGL Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I spoke with 'Ken' at WGL 11/5/- we agreed to reduce fee to $to get this matter resolved. I still wish my displeasure with WGL and their policies
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
Yup, shame on me for being fooled for so long I want to ensure that others are not I paid you $more for my gas in than I would have paid Washington Gas, and obviously thousands over the years I understand your response, but I still feel that this is a scam that others must be falling for as wellYour mailers and website mirror Washington Gas, making it easy to mistake your company for Washington Gas I will continue to pursue other avenues to publicize my experienceI love the "true up" additional charge that was also misrepresented, listen to the recorded conversation I still believe a credit is due in light of the deceptive business practice Buyer bewareRevdex.com, feel free to close this complaint, will continue with my other efforts Thank you.
***
*** ***

January 8, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted] Baltimore, MD, [redacted]Investigation Summary:  Enrollment...

and Contract ProcessCustomer Account Number: [redacted] Natural gas and Electricity: [redacted] / [redacted]Thank you for this opportunity to address [redacted]’ concerns.  [redacted] enrolled into the WGL Energy electric contract in 2009.  At the time of enrollment she was provided a copy of the contract, the price, term and all contract conditions.  In her enrollment she reported that the sales agent had reviewed the contract with her including the cancel fee process.  Each year at renewal she was offered many options including those without cancel fees.  She continued to select the cancel fee options.  After she completed the enrollment WGL Energy sent her a new confirmation letter and provided her a ten day rescission period.  This process was repeated later when she enrolled her second account.  After she completed the WGL Energy enrollment process she was contacted by Baltimore Gas and Electric and they too provided her a rescission period to review the contract and determine if the conditions were right for her energy needs.  She completed both periods without issue and enrolled.  Each year [redacted] was offered renewal options.  Among these was the option to cancel without fee, or to select a contract that does not carry cancel fees.  [redacted] selected to continue in the fixed program which does carry cancel fee.  Please keep in mind that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGL Energy is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers.  WGL Energy sets termination fees to cover potential losses should a customer breach their contract before the term is complete.  WGL Energy is always ready to work with our customers.  I have noted [redacted]’ account and she can contact the customer care center.  We will work with her to resolve this issue.  We offer many options to avoid cancel fees.  To contact the WGL Energy customer care center please call us toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.Summary of actions:Documents forwarded:  None Actions by WGL Energy:  Provide options to the cancel fee or negotiate the fee Investigation completed by:  Aileen *. C[redacted] Customer Care Manager, WGL Energy

Date: Mon, Feb 29, 2016 at 7:46 AMSubject: RE: [redacted]; Account Number [redacted] / [redacted] Revdex.com complaint [redacted]To: "[redacted]@myRevdex.com.org" Good morning [redacted],  hope you had a wonderful weekend. Attached is our final response to [redacted].  We did drop our cancel fee.  Thank you Aileen C, Customer Care Manager, WGL Energy

Tell us wh November 13, 2017 WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted] Revdex.com Investigator: [redacted], Account Coordinator, Revdex.comCustomer Name: [redacted]Address:  [redacted] [redacted], Winchester,...

VA [redacted]Investigation Summary:  Enrollment and Contract IssuesAccount Number: WGV Account numbers: [redacted] Thank you for this opportunity to address [redacted]’ concerns. [redacted] did enroll her business into the WGL Energy variable rate contact in May 2016.  The first month of her contract billed at 36 cents per therm which beat the utility rate that month.  WGL Energy’ variable rate contract provides the customer with a new rate each month based on market conditions.  We list the rates side by side with the utility rates on our web site.  This information helps the customer confirm that the rate they are receiving is competitive.  During the term of the contract [redacted] either beat the utility rate or matched it.     During the term of the contract the business fell behind in payments and WGL Energy was forced to return the company to the utility.  The contract is inactive and has been for six months.   While we are sorry that [redacted] feels her original decision was incorrect we can confirm that her contract did beat the utility rate.  We provide all of our commercial customers with this monthly review to ensure that they can track their rates.  We also provide a group of software free to our commercial customers which uploads current and past history providing the commercial customers with tools to determine how they are using energy and what other options they can use to improve their service levels and save money.  These on line, software tools are free to our commercial customers.  We hope this information has been helpful, please let us know if you have any additional questions.  Thank you Documents forwarded:  None Actions by WGES:  None Investigation completed by:  Aileen C[redacted], Customer Care Manager, [redacted] Energy Services, Inc.    y here...

October 3, 2015WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted], Ocean City, MD [redacted]Investigation Summary:...

 Enrollment and renewal processCustomer Account Number: CNM: [redacted]Summary:[redacted] enrolled into the WGL Energy electric contract on 1/08/10 through the WGL Energy web site. He selected the one year, fixed rate contract.  During the enrollment process [redacted] was asked if he read and understood the contract terms, conditions and price.  Only after an affirmative response was he enrolled.  After WGL Energy received his request we forwarded him a confirmation email and the utility notified him of his selection and provided a rescission period.  After completing the rescission period his account enrolled.    [redacted] renewed each year until July 28, 2015 when the utility notified WGL Energy that [redacted] had selected a new supplier and would end his contract prior to the contract end date.  WGL Energy contacted [redacted] and reported that we could offer him options to avoid the cancel fee.  [redacted] did not return these calls.  Attached is a copy of [redacted]’ current contract listing the cancel fee clause.  WGL Energy is always willing to work with our customers.  We can offer [redacted] the option to return and complete his contact or select a new contract and once enrolled the cancel fee can be removed.The WGL Energy customer care team can be reached Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.  [redacted]’ business is important to us we look forward to working with him to resolve this issue.Thank you for your attention to these matters.  Documents forwarded:  current contract Actions by WGL Energy:  Cancel fee Options Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, WGL Energy

May 4, 2017   WGL Energy Services, Inc., Summary of Investigation Revdex.com - [redacted]   Revdex.com Investigator: [redacted], Account Coordinator, Revdex.com Customer Name: [redacted], Owner [redacted] Address*  [redacted]...

[redacted], Baltimore, MD, [redacted] Investigation Summary:  Enrollment and early cancellation fee Account Number: [redacted] Electric Account number: [redacted]   Thank you for this opportunity to address [redacted]’ concerns. [redacted] enrolled into the WGL Energy fixed rate electric supply contract on 6/3/2001 a copy of his signed contract is attached for your review.   To ensure that [redacted] had a complete understanding of the service contract WGL Energy followed up his enrollment with a pre enrollment notification letter which included a copy of the contract price, the terms and all contract conditions.  WGL Energy provided an additional rescission period to ensure that [redacted] could cancel without fee if he had any issues.  Once enrolled the utiilty also notified [redacted] and provided a second review period with a no cancel fee rescission period.  After completing both review periods [redacted] enrolled and WGL Energy provided a final welcome letter.  In this letter we provided a general overview and introduced [redacted] to our energy management platform software which is offered free to our commercial customers.   Each year at renewal WGL Energy reached out to [redacted].  WGL Energy is very concerned that these contracts arrive at the customer site and that the customer have time to review and make an informed decision about the future of their energy contract.  To ensure the arrival we always use first class, return guarantee postage.  While this is expensive it ensures that if the correspondence cannot be delivered for any reason, the post office returns it to our team and we can follow up with the customer.  If we cannot locate the customer we cancel the service contract rather than renew a customer when they have not reviewed the offer.  At this time, we can confirm that all correspondence for [redacted] was delivered to his business.    Our records show that on 4/20/2017 the utility notified WGL Energy that [redacted] selected a new supplier and would cancel his WGL Energy contract short of term.  WGL Energy reached out to [redacted] by letter and phone to review his options and discuss the cancel fee process. WGL Energy agents explained that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the full term of the contract. We remain obligated for that supply regardless of the customers’ enrollment status.  While the cancel fee does not offset our full loss it does help us cover the risk to our business for this service to the customer.    While we are sorry to lose [redacted] business, we did have options for him. Among these were returning to complete the contract period and avoid the cancel fee or a new contract that could reduce his current rate and increase the term.  [redacted] indicated he wanted to remain with his new supplier.  I am sure his new contract provides a similar service with an early termination fee.  As an astute businessman I am sure [redacted] understands our business need to balance our risk for any long term contract through cancel fees.  Please let [redacted] know that his contract does provide for additional collection fees, late fees and interest charges on this unpaid balance.  To resolve this issue and eliminate any further collection charges please ask [redacted] to contact the WGL Energy customer care center.  We do accept payments over the phone through “check by phone” or a credit card payment.  He can reach the WGL Energy customer care team toll free Monday – Friday 7 am to 7 pm except holidays at ###-###-####.  WGL Energy is willing to negotiate cancel fees.  Thank you for your attention to these matters.Documents forwarded:  enrollment contract and cancel fee issues.   Actions by WGL Energy:  Pending additional collection charges, interest charges and / or late fees   Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, WGL Energy Services, Inc.

Date: Fri, Feb 12, 2016 at 6:24 AMSubject: RE: Revdex.com complaints [redacted] and [redacted]; Account Number [redacted]To: [redacted] Good morning [redacted], thank you for sending these updates. For [redacted],  he has filed a complaint with...

the Delaware Public Service Commission.  They have been working with WGL Energy and [redacted].  After providing all the enrollment confirmation documents and proving that [redacted] enrolled into a contract with WGL Energy we provided the commission and [redacted] with several options.  We last heard from [redacted] on Jan 8, 2016.  He has not responded to any of our outreach and the commission also reports that he has not responded to their requests for his input. WGL Energy is always sorry to lose a customer.  [redacted] reported that he received a lower price offer and decided to cancel his WGL Energy contract in midterm.  WGL Energy explained that as a customer for five years we repurchased his energy and we remain responsible for that supply for the full term of his contract.  While the collection of the cancel fee will not remove all of our risk, it is an important factor that allows us to remain in business and offer customers the variety of contracts to support their energy budget.  As we noted in our follow up to [redacted] we are always happy to work with our customers and we are certain we can resolve this issue if [redacted] will call the WGL Energy customer care center and work with our customer care team.  He can reach the center toll free Monday – Friday  7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.  We can accept credit cards, check by phone or a personal check to close this issue.  Thank you again for helping us reach out to [redacted]. Aileen C, Customer Care Manager, WGL Energy

March 2, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com 11156509 Revdex.com Investigator: [redacted], Account Coordinator, Revdex.comCustomer Name: [redacted]Address:  [redacted]...

[redacted], Midlothian, VA, [redacted]Investigation Summary:  Enrollment and Contract ProceduresAccount Number: Washington Gas Light, and [redacted]:  [redacted] / [redacted]Thank you for this opportunity to address [redacted]’ concerns. In 1999 deregulation of the energy industry provided customers an opportunity to choose their own natural gas supplier. The electricity industry followed a few months later.  With deregulation the energy bill was split between generation, transmission and delivery.  The utility continues to deliver the energy to the customer and they remain responsible for repairs and emergency services but the customer can now shop for the best options for the commodity service.  [redacted] selected WGL Energy to help them manage their energy budgets with the tools that WGL Energy offered including the Energy Management Platform (EMP).  The EMP is a software tool that provides customers energy efficiency options are designed to help the customer develop a comprehensive energy management strategy for lowering energy costs, reducing energy consumption, achieving sustainability goals and enhancing energy security. [redacted] enrolled on March 14, 2006.  Ms. April T[redacted], Account Manager for [redacted] reviewed the contract with our sales team and decided that the fixed rate program best supported her energy requirements.  She enrolled the natural gas service contract with WGL Energy selecting a fixed rate contract.  Under the WGES natural gas program the customer is charged a fixed rate per therm for natural gas for a twelve month term.  This fixed rate program provides customers with a known, budgeted cost for the full term of the contract.  As the contract approached the end of term, WGL Energy forwarded a new offer and [redacted] reviewed the options and chose to remain in the same fixed price footprint.  The utility gas rate changes monthly while the WGES fixed rate offered certainty.  A copy of her original recorded contract is attached for your review.  On May 6, 2006 Ms. April T[redacted], Account Manager for [redacted] enrolled into the WGL Energy electric contract.  A copy of that contract is attached for your review.  Each year as that contract approached the end of term WGL Energy forwarded a new offer providing the company with the option to select a new program, remain in the same footprint or cancel and return to utility service.  [redacted] renewed each year.  Copies of the current contract are attached for your review.  After each enrollment period the local utility contacted [redacted] and offered the customer a rescission period.  If the customer had any concerns or questions they could cancel during this rescission without issues.  Only after complete the utility rescission term were they able to enroll.  After each enrollment WGL Energy followed the contract with a confirmation letter and a welcome letter.  While these are not required WGL Energy wanted to ensure that the customer had a clear review of the contract and opportunity to review all of the renewal options.  WGL Energy communicates with [redacted] each year providing them the required fuel mix emission notices and offering services including our EMP program for commercial customers.WGL Energy is an entity that delivers a full ecosystem of energy offerings including natural gas, electricity, green power, carbon reduction, distributed generation and energy efficiency provided by WGL Energy Services, Inc. and WGL Energy Systems, Inc. Thank you for your attention to these matters.  We hope this information has been helpful, please let us know if you have other questions.  Documents forwarded:  Original enrollments and current contract copiesActions by WGES:  noneInvestigation completed by:  Aileen P. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

May 26, 2017   WGL Energy Services, Inc., [redacted]...

[redacted] [redacted]
* Thank you for this opportunity to address [redacted] concerns. [redacted] enrolled into the WGL Energy fixed rate natural gas contract on Thursday 3/15/2000 after reviewing a direct mail offer.  Under the WGL Energy natural gas contract the customer is charged a fixed rate per therm for natural gas for the term of the contract.  The fixed rate contract provides the customer with a known, budgeted cost for the full term of the contract unlike the utility gas rate which changes monthly.   At renewal in 2008 [redacted] selected the WGL Energy Blanket Bill contract.  A copy of her signed enrollment is attached for your review.  In all correspondence and communications WGL Energy always presented us as WGL Energy or WGES which was our name for a few years.    When [redacted] enrolled into the WGL Energy Blanket Bill contract she selected a service that provided her with a fixed, set amount for her total natural gas contract each month.  She was active in this contract type for nearly 10 years.  She received the same service each month.  WGL Energy provided her a unique, simple bill which was paid to WGL Energy and WGL was clearly listed on that bill.  Copies are provided for your review.   The WGL Energy Blanket Bill provides the customer a set amount each month for their full natural gas bill. While it is similar to a budget, if it is completed, there are no end of year true ups.  The fixed amount is a total monthly price and takes the place of a monthly utility bill.  The amount includes the commodity, distribution charges, balancing & storage and all taxes.  The blanket bill is calculated for each customer based upon normal weather and the customers’ unique usage pattern.  The true value in this program is that WGES guarantees that you pay no more than the established monthly amount.   If the customer cancels early, there are cancel fees as there are with most service contracts.    WGL Energy and [redacted] have a long history of contact.  In each case when she contacted our customer care center, or received correspondence or a bill we included our name, logo and address clearly.   When she called the customer care center we introductions ourselves as WGL Energy.  In all of our renewal letters and bills we list WGL Energy as the energy supplier.  While we are concerned that [redacted] indicates she was confused there remains a clear history of presenting our information consistently.  [redacted] remains responsible for her bill and has an outstanding balance that is subject to additional collect fees, interest and late charges.  Please encourage her to contact us and pay this bill.  Thank you for your attention to these matters.     [redacted]
 
[redacted]
 
[redacted]

[redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted]>Thank you for the help.  I have attached our response and a copy of her signed enrollment including the renewal letter with the overview of the blanket bill contract. Please note [redacted] was a WGL Energy customer for 14 years and a Blanket Bill customer for 10 years.  She had tried both the fixed contract with a budget and the blanket bill contract.  She remained an active blanket bill customer for 10 years.  I must assume that she appreciated the service and the support during that time frame. I attached the letter that she signed.  That offer letter clearly list WGL Energy as the supplier and explains the offer.  While we do contrast the blanket bill contract to the budget bill; we are clear that the blanket bill is a more stable option since there is a price guarantee.  There are other distinguishing features not found in a budget bill among them:1.      A guarantee that the price will remain the same for the full term of the contract regardless of the weather or market conditions2.      A unique price developed for that individual customer and not transferable3.      No true up at the end of the contract regardless of the change in conditions I hope this information is helpful.  Thank you again for your help.  Please let us know if you have other questions. AILEEN P C[redacted]  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]  [redacted] 
[redacted] [redacted]In [redacted]’ last follow up she remarks that the WGL Energy Blanket Bill contract was presented as a budget.  To ensure that this is incorrect, I pulled the 2007 contract where [redacted] selected the blanket bill offer.  I cut and paste the section below that explains the contract offering.  As you can see the blanket bill is unlike a budget bill in that it does not changes prices or true up during the term of the contract.  Also the budget bills are set by group and not individual where the WGL Energy blanket bill is unique to each customer.  The only item similar is that they both start out as a fixed amount.  The only fixed amount contract that guarantees that the customer pays no more than the agreed to amount is the WGL Energy blanket bill.  There are no guarantees on a budget bill. We have great news! Washington Gas Energy Services, Inc. (WGES) now has a great plan for selected WGES customers —The Blanket Bill TM Plan. The Blanket Bill TM Plan covers you from winter to summer and is only available from WGES. If youdecide to renew your gas service agreement in the WGES Blanket Bill TM Plan…The Hoagland household's gas bill will be only $185 per month. For Everything. Guaranteed.  This price covers EVERYTHING — all the natural gas you use, all utility charges and all taxes. The WGES Blanket bill TM Plan amount is calculated exclusively for you based upon your past gas usage and will not change for the entire year!Think about it…you’ll know exactly how much your natural gas bill will be each month so you can budget for it.Unlike typical budget bill plans, there are no unexpected reconciliations or adjustments. No matter how much natural gas prices fluctuate or how cold the winter, you pay the same price every month. The plan wraps up your commodity anddistribution bills into one convenient guaranteed monthly payment. This is your security blanket against spikes in your gas bill.To enroll in the WGES Blanket BillTM Plan, just complete, sign and return the Enrollment Form below in the postage-paidenvelope, or fax it to WGES at [redacted]. For faster enrollment, enroll online at [redacted] and enter your accountnumber from the enrollment form below. We must receive your Enrollment Form by January 5, 2007 to enroll you in thisprogram.Similar clarification statements are published on each renewal letter sent to [redacted].  Each yearly offer provided her the opportunity to review other options, return to the utility or select a new supplier.  She remained a WGL Energy Blanket Bill customer until she closed her contract short of term on 4/5/2017.Each year [redacted]’ renewal offer changed.  Over that ten year period her blanket bill contract price went from a high of $184.00 a month to the lower rate of $105.00 a month.  Each year [redacted] received the same service guarantee – the renewal contract offer price would not change during the term of the contract no matter what the energy conditions, market and weather occurred.  While we are sorry to hear that [redacted] has a fundamental misunderstanding of her contract we must point out that each year we provided a letter reviewing the contract and [redacted] was free to choose a new supplier, return to the utility or select any new WGL Energy offer.  She remained a WGL Energy Blanket Bill customer and received those services. [redacted] cancelled her WGL Energy Blanket Bill and has failed to make the last few months payments.  The unpaid balance is subject to additional collection charges, interest and cancels fees. She should contact WGL Energy and make payment arrangements these can help her reduce or eliminate further charges.  Thank you for your attention to these matters.  Please let us know if you have additional questions.

May, 2, 2016   WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]   Revdex.com Investigator: [redacted], Account Coordinator, Revdex.com Customer Name: Ms. [redacted] Address:  [redacted], White Marsh, MD, 21162-1620...

Investigation Summary:  Enrollment and Contract Procedures Account Number: BG&E Electricity Account Number: [redacted]   Thank you for this opportunity to address Ms. [redacted]’ concerns. On 3/23/20019 Ms. [redacted] enrolled into the WGL Energy electricity contract.  A copy of the signed contract has been provided for your review.  During the contract enrollment Ms. [redacted] was provided a copy of the contract, price, term and all contract conditions.  After receipt of her request WGL Energy provided her a welcome notice with a ten day rescission period.  Once this was completed she was forwarded to BG&E and they too provided her a rescission period.  After completing both sessions without cancellation she was enrolled.   At the end of the first term and 45 days ahead of her contract end date, WGL Energy mailed Mr. and Mrs. [redacted] a new contract.  Under the terms of the new contract they could: cancel with no fee and return to utility service, select a new marketer, remain in the same contract format for a new term or choose a longer term contract.  Ms. [redacted] separated the signature card, selected the 24 month contract and mailed that back to WGL Energy for enrollment for a new term.  A copy of her signed enrollment is attached for your review.    In June 2010 Ms. [redacted] was offered a wind option and she selected that option as well.  A copy of her signed enrollment card is attached for your review.    During the term of her 2010 to 2012 contract Ms. [redacted] did select a new supplier and was cancelled.  She contacted WGL Energy and asked that we reinstate her contract.  A copy of this recording is attached for your review.    Ms. [redacted] continued as a WGL Energy contract through April 2016.  At that time Ms. [redacted] working with the Maryland Public Service Commission reviewed the terms of Ms. [redacted]’ contracts, while we found no wrong doing we did allow Ms. [redacted] to cancel without fee due to a change in circumstances.  Her daughter had requested this change reporting that she was helping her parents manage their affairs.  The contact will end with the May 2016 meter reading.  We hope this information has been helpful, please let us know if you have any additional questions.  Thank you     Documents forwarded:  Original enrollment, renewal signature cards, other signature cards and recordings.   Actions by WGES:  None   Investigation completed by:  Aileen P. C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have received the refund on complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was never offered a no cancellation fee contract. Ever at anytime. What a convenient excuse to use for poor business procedures. and why would I want a cancellation fee contract when I could have one without. No I was never offed this option.
Regards,
[redacted]

Thank you for this opportunity to address [redacted]’s concerns. [redacted] started with WGL Energy and enrolled into his WGL Energy fixed rate electricity contract during January of 2012.  Under the WGL Energy electricity contract the customer is charged a fixed rate per kWh...

for the term of the contract.  The fixed rate contract provides the customer with a known cost per unit for the full term of the contract unlike the utility gas rate which changes monthly.  [redacted]’s contract renewed annually in each of the subsequent years including March of 2017 as part of the original contract terms.   When agreeing to an energy supply contract with WGL Energy it is done so at a guaranteed price and term and WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contract. WGL Energy is obligated to not only honor its supply commitments to its customers but also to its wholesale suppliers.  WGL Energy sets termination fees to cover potential losses should a customer end their contract before the term is complete. As part of the renewal contract that is sent each year it outlines the terms surrounding the early cancellation of the contract which is $10 per month for each month that remains in the contract term.   Since [redacted] left in the 5th month of service his termination fee was calculated based on the outstanding seven (7) months of the contract which is equal to $70.00.  [redacted]’s payment for this fee was received in full on October 20, 2017 and no additional balance is remaining. We are sorry to lose Mr. Howard as a customer and hope he would consider WGL Energy in the future for his natural gas and/or electric needs.   Documents forwarded:  2017 Renewal Letter – [redacted]

March 17, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted], Washington, DC, [redacted]Investigation Summary:  Enrollment and...

Contract ProcessCustomer Account Number: WGD Natural gas and PEM Electricity [redacted]Thank you for this opportunity to address [redacted]’ concerns, WGL Energy has reported on [redacted]’ enrollment and contracts earlier this week when she filed her complaint with a DC consumer group.  We understand that the information provided was passed along to [redacted] including a copy of her recorded enrollment and her contracts.  Attached are copies of the same recording and enrollment contracts.  Please note that during the recorded enrollment [redacted] was asked if she read the contract including the terms, rates and contract conditions.  She replied with a firm yes.  Then the independent, third party verification agent asked [redacted] if she was aware of the auto renewal and cancel fee clauses.  She replied again with a firm yes.  Last the agent explained the contract, provided a rescission period and asked if the sales agent explained everything clearly and once more [redacted] responds with a clear and firm yes.  She goes on to offer a personal compliment to the agent for providing the contract information and ensuring that she was well informed.     In 2012 her natural gas contract ended when she was returned to the utility for nonpayment.  She canceled the electricity contract on 2/2/2016.  WGL Energy is always ready to work with our customers.  We responded to [redacted]’ questions, supplied her energy as outlined in the contract and we processed her cancellation when she made that request.  Her account remains past due and collection efforts will continue.  WGL Energy works closely with our customers to ensure a clear understanding of all contracts and services.  We utilize only first class, return guarantee postage to ensure any contracts not delivered to the customer are returned to WGL Energy.  Next we provide confirmation at every stage of the contract.  While these letters are not required we feel strongly that the notification to customers ensures that they understand the contract and are aware of their obligations.  Thank you for your review, please let us know if you have any questions.  Summary of actions:Documents forwarded:  recorded enrollments, contract copies, renewal contractsActions by WGL Energy:  none Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, WGL Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:WGL ENERGY has yet to properly respond to my questions and concerns. The representative stated in this last response that I can call [redacted] or  WGL to cancel services with them. NOT TRUE.. [redacted] has nothing to do with them. We are paying [redacted] for energy services. And ON TOP OF THAT WGL is charging us for the SAME ENERGY ALREADY DELIVERED.[redacted] AND GRANITE  WISHES TO END CONTRACT TERMS WITH WGL AT NO COST DUE TO THE EVEN NOW MORE VISIBLE LACK OF CUSTOMER SERVICE. CONTACT, LISTENING AND ANSWER THE SIMPLE 2-3 QUESTIONS AND CONCERNS AT HAND.  WGL has done everything to avoid the issue for over 6 months now. This is disgusting. Not only as we have done so to contact the Revdex.com about this issue.  We will also be contacting any other applicable entity to control this issue as this company is performing business in an illegal matter. If they wish to deny the illegal actions the company has taken. PLEASE EXPLAIN HOW double charging, not calling us back for weeks and month, and numerous phone calls to WGL to get answers just to be lied to that SOMEONE WILL CALL US BACK IN 48-72 HOURS..... and the attitudes of the Managers that say they are the highest in the company. I am pretty sure if I contacted corporate and advised them this woman proclaims ownership and control over the companies clients and assets they would think differently.maybe if I spread the words out, they can POSSIBLY READ IT[redacted] REQUEST STOP SERVICING OUR ACCOUNT AS TO WGLS BREACH OF CONTRACT.WE REFUSE TO PAY ANY PORTION OF THE INVOICE LABELED WGL ENERGY SINCE THE COMPANY CANNOT ANSWER QUESTIONS APPROPRIATELY, IN A TIMELY MANNER, AND RESPECTFULLY.WGL HAS BREACHED THEIR OWN CONTRACT PER AGREEMENTS THEY STATE SAVING US MONEY AND WE ARE ONLY PAYING THEM. WE ARE NOT. I HAVE BILLS TO SHOW $5,864.00 FOR LAST YEAR ALONE PAID TO WGL ON TOP OF [redacted].
Regards,
[redacted]

From: C[redacted], Aileen <[redacted]@wglenergy.com>Date: Wed, Apr 6, 2016 at 7:37 AMSubject: [redacted] [redacted] Revdex.com ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good morning [redacted], hope you are having a good day.   I received Revdex.com ID [redacted] from [redacted] [redacted]...

located at [redacted], Hyattsville, Maryland [redacted].  We have searched  our system by name, address, telephone number and email address and we are unable to locate a customer by this name at that address. Please ask the customer to review his issue and confirm that this issue does involve WGL Energy.  If so please ask [redacted] for the account number.  Perhaps I can find the account number where I was unable to locate his contract with her personal information.  Thank you Aileen ** C[redacted]Customer Care ManagerWGL Energy, Services, Inc.8614 Westwood Center Drive, Suite 1200Vienna, Virginia 22182###-###-#### (office)