PALMco

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Complaint#?[redacted]
A new bill ( March,I believe is the last) for gas was received for Palmco gas and it was charged $2.10 per therm with the total of $98.87 for 47 therms. My request for Palmco is to reduce the per therm price to $0.6 with a total of $28.2 with a refund of 70.67. The last refund check has not been received.
 
Thank you for dealing with the issue.
[redacted]

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

Hello [redacted] and the Revdex.com,
 
Regarding case #[redacted], [redacted]
 
RESULTS
In response to this complaint, we spoke to [redacted] on 7/**/2014. As a show of good faith, we...

offered to review [redacted]’s account for a potential courtesy credit. Upon review, we offered [redacted] a courtesy credit of $179.52 for the billing cycles of 5/**/2014 – 7/**/2014, which will be sent in form of a check. In addition, we offered to review [redacted]’s final bill should she be unhappy with it. [redacted] accepted the offer, thanked us and ended the call.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 12/*/2013. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s electric account on 1/**/2014.
 
[redacted] signed and returned the agreement that was included in the welcome packet on 12/**/2014. This further confirms that [redacted] understood our terms and conditions of our services.
 
After receiving PALMco’s electric service for over five months, on 7/**/2014, [redacted]’s son, [redacted], called us in regards his mother’s account. We informed [redacted] that PALMco has no contracts or cancellation fees and offers a variable rate with no guarantee of savings. [redacted] requested the cancellation of his mother’s account, which was processed promptly and without penalty. We advised [redacted] on the cancellation process and that it’s up to the utility to determine an end date. [redacted] understood, thanked us and ended the call.
 
On 7/**/2014, [redacted] called in regards to her cancellation. We advised [redacted] that per the determination of PPL, her electric account is scheduled to end on 8/**/2014. In addition, we reminded [redacted] that she agreed to variable rates with no guarantee of savings. [redacted] understood and ended the call.
 
PALMco values all of our customers and do our best to provide quality service.  In addition to agreeing to the terms of PALMco’s service when initially recording the TPV, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.
 
Please let us know if the Revdex.com would like any further information 
 
Thank you.

Hello Revdex.com,
 
Regarding case [redacted]
 
RESULTS
In response to this complaint, we spoke to [redacted] on 5/**/2014. We reminded [redacted] of the courtesy...

credit offered on 4/**/2014 of $176.93. Furthermore, we reminded [redacted] of the courtesy credit check takes 30 days to process.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted] and [redacted] enrolled their gas account in PALMco’s service on 4/**/2013. Shortly thereafter, a welcome packet was sent to [redacted] and [redacted] that included all the necessary information regarding their enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted] and [redacted]’s gas account on 6/**/2013.
 
After receiving PALMco service for over six months, for the first time, we spoke to [redacted] on 1/*/2014 regarding her account. [redacted] requested we cancel her account, which was processed promptly and without penalty. We advised [redacted] that it is per the determination of NJNG to schedule an end date. [redacted] understood, thanked us and the call was ended. Per the determination of NJNG, [redacted] and [redacted]’s account ended on 3/**/2014.
 
On 3/**/2014, [redacted] called regarding her cancellation. We advised [redacted] that per the determination of NJNG, their electric account was scheduled to end on 3/**/2014. [redacted] understood, thanked us and the call was ended.
 
We spoke to [redacted] on 4/**/2014. As a courtesy, we offered to review [redacted]’s account for a potential credit. Upon review, we offered [redacted] a credit of $176.93 for the billing cycles of 1/**/2014 – 3/**/2014, which will be mailed in the form of a check. [redacted] accepted the offer, thanked us and the call was ended.
 
On 5/*/2014 and 5/**/2014, [redacted] called us in regards to her courtesy credit check. We advised [redacted] that it would take 30 days to process and send her courtesy credit check. [redacted] understood, thanked us and ended the call.
 
Contrary to this complaint, PALMco doesn’t take advantage of elderly customers or customers with disabilities. We hold customer satisfaction in the highest regards and do our best to satisfy any customer concern politely and efficiently. PALMco values all of our customers and do our best to provide quality service.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

UPDATE
We spoke to [redacted] on 6/**/2014 regarding her account. As a courtesy, we offered to re-review [redacted]’s account for a potential credit. Upon review, we offered [redacted] a credit of $110.33 for the...

billing cycles of 3/*/2014 – 6/*/2014, which will be mailed in the form of a check. [redacted] accepted the offer, thanked us and ended the call.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am okay with Palmco putting us on do not call list however, the reason why the complaint was filed in August was because Palmco has been calling the house several times a week and I repeatedly said please do not call anymore and we still receive calls. In the statement they replied to Revdex.com complaint was there was no reference to them calling since we had service with them after February of this year.
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 and the matter has been resolved.  I simply would ask that Palmco and other companies selling variable rates disclose the potential of risk in the event that prices skyrocket.  I wasn't aware of this potential when originally purchasing the variable rate agreement.
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 and the matter has been resolved.
I have attached a [redacted] bill with PALMCo commodity...

changes. Please send this to Palmco and do not publish this public since It has all my personal information there in the Bill.
 
Sincerely,
[redacted]

Hello [redacted]and the Revdex.com,
 
Regarding case [redacted]
 
RESULTS
After receiving this rebuttal, we attempted to contact [redacted] on 03/**/2014 and 03/**/2014 but were only able to leave messages. Prior to this rebuttal, we were awaiting a returned call from [redacted].  [redacted] advised us on 03/**/2014, that she would give us a call after she re-reviewed her bills. However, we have not received a call from [redacted] to work towards an amicable resolution. We will continue to reach out to [redacted] in hopes of resolving her concerns.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Palmco is making false statements stating that on 4/**/14 a [redacted] reached out to me but was only able to leave a message. I have pulled my phone records from my carrier and can provide proof that there was no return phone call or message from this company from or a [redacted] after i last spoke with [redacted] who told me a [redacted] would not be calling me back because she made the decision not to re-review my account so that information is false!  I was never told anything regarding the cancellation information by [redacted] who is the Rep I asked to cancel my account. I called met-ed on 4/**/14 and they stated they have not recieved any cancellation notices from Palmco so I myself went ahead and cancelled this service so that is also false. As stating in the statement I was never offered a re-review  of my last bill which they state that I declined. Why would I decline a re-review for a possible credit of another extremely high bill so that is also FALSE!! ON 4/**/14 @ 8:35am I recieved a call from [redacted] from Palmco who stated that she recieved the complaint form the [redacted] and needed to resolve my matter. I called back and asked to speak to [redacted] who was unavailble. I asked to speak with a [redacted] or [redacted] and the gentleman I spoke to said there were no [redacted]s or [redacted] available but he would help me. He began going over my account telling me that I agreed to a variable rate company and i was already given a credit but they would put my account up for re-review. He also stated that the rates have gone up in the winter months leading to 27.78 also justifying the postion of Palmco and ignoring my conversation of the rats from Palmco. He stated he would call me back once the re-review was completed.
I recieved the call back from the Palmco rep within 30 minutes stating that my account was re-review and I was issued a credit of 130.00 dollars which I would of been somewhat but not completely satisfied with along with the previous credit of 90.00 dollars totaling220.00 which would have matched the pricing of my electric company Met-ed's pricing which is what I asked for, but then i thought to ask if this credit was in addition to the previous 90.00 credit and he said no this would cancel out the 90.00 dollars and be adjusted to 130.00 that I would be sent in the form of a check not appiled to my bill.  I was not in any way shape or form satisfied with this as Palmco falsly stated!!! I should not be responsible for this service amount to this company because I did not agree to this service regardless of Palmco's sign-up date. They declined to show me any proof of me agreeing to this service and as the last rep stated that I was sent a packet. I never recieved any information any bills any flyers any packets.. nothing at all from this company. I pay my bills electronically which does not provide me the billing details anly the amount owed therfore I was not even aware that Palmco existed until my e bill of 626.00 was recieved. I would like my credit to be increased to match the billing of my electric company or something else to be done in this matter so i can resolve and be done with this company once and for all Palmco does not hold the customer service to the highest satisfaction, every rep that I spoke with was rude, hung up on me or placed me on hold like it was a game or failed to put the actual notes for my account in their system adding only what they want which is midleading! I am not satisfied! 
 
 
In order for the [redacted] to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

RESULTS In response to this complaint, our customer service staff spoke with [redacted] on 10/**/2016. [redacted] was reminded that she enrolled in PALMco’s service upon completion of a valid supply agreement and TPV recording. [redacted] was further advised that a credit of...

$600.00 is not warranted on her account, as there was no wrongdoing on PALMco’s behalf. We did not come to an immediate resolution, but will continue to work with [redacted] toward a resolution to her concerns. [redacted] understood and the call was ended.   BACKGROUND INFORMATION [redacted]’s gas and electric accounts were enrolled in PALMco’s service on 1/*/2016, upon completion of a signed agreement and TPV recording in which she agreed to a variable rate with no guarantee of savings. PALMco began servicing [redacted]’s gas and electric accounts on 2/**/2016 and 2/**/2016, respectively. After receiving PALMco’s service for six months, [redacted]’s accounts were cancelled without penalty, and PALMco stopped servicing her gas and electric accounts on 9/**/2016 and 9/**/2016, respectively.   Additionally, prior to receiving this complaint, we responded to Revdex.com case # [redacted] regarding [redacted]’s concerns. Attached, please find our response sent to the Revdex.com on 9/**/2016.   Please let us know if the Revdex.com would like any further information.   Thank you.

Hello [redacted] and the Revdex.com,
 
Regarding case...

[redacted]
 
RESULT
In response to this complaint, we spoke with [redacted] on 3/**/2014. [redacted] filed this complaint for the account belonging to [redacted], one of the residents of the apartment in question. We advised her of the credits given on 3/**/2014 of $120.05. As an extended courtesy, we offered to re-review the account for potential additional credit. Upon review, we offered [redacted] a credit of $30.82 on the electric account for billing cycle 1/**/2014-2/**/2014 and $177.06 on the gas account for billing cycles 12/**/2013-2/**/2014 for a total of $ 207.88, which will be mailed in the form of a check. This will void out previous credit of 120.05 given on 3/**/2014. We also offered to review [redacted]’ final bills should she be unhappy with it. [redacted] thanked us and ended the call.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’ account was enrolled in PALMco’s service on 1/**/2013. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding her enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’ electric account on 3/21/2013 and her gas account on 4/20/2013.
 
After receiving PALMco service for nine months, we received a call from [redacted] on 1/6/2014. We advised [redacted] that we received a signed agreement by [redacted] Pahira, who she confirmed is her roommate. We reminded [redacted] that PALMco has no contract or cancellation fees and offers a variable rate with no guarantee of savings. [redacted] requested the cancellation of her account, which was process promptly and without penalty. We advised [redacted] that it’s per the determination o[redacted] to schedule an end date for her accounts. [redacted] requested that she speak with someone else regarding her account. We advised [redacted] that we would have someone return her call. Shortly thereafter on 1/6/2014, we contacted [redacted]. We reminded her of our cancellation process. We offered to review [redacted]’ account for potential courtesy credit.  [redacted] understood, thanked us and ended the call. Upon review, we offered [redacted] a courtesy credit of $6.45 on her electric account and $16.80 on her gas for the billing cycle 11/**/2013-12/**/2013, which will be applied to her account. However, when we tried contacting [redacted] we were only able to leave a message.
 
We received an email from [redacted] on 3/**/2014 regarding her account. Shortly thereafter, we spoke with [redacted]’ father on 3/**/2014. We advised [redacted] that we will review his daughters account for potential credit. [redacted] advised us his phone service was bad and requested we return the call at a later time and ended the call. Upon review we offered [redacted] a courtesy credit of $10.65 on the electric for billing cycle 1/**/2014-2/**/2014 and $94.38 on the gas for billing cycles 12/**/2013-2/**/2014 for a total amount of $105.03, which would be mailed in the form of a check. However, when we tried contacting [redacted] regarding the credits, we were only able to leave a message.
 
Later in the day of 3/**/2014, we contacted [redacted] regarding the email we received. We reminded [redacted] that when [redacted] signed the agreement she agreed to a variable rate with no guarantee of savings. We also reminded [redacted] that in addition to her high meter reading, the record breaking cold temperatures caused an increase in commodity prices.  [redacted] requested to speak with a [redacted]. We informed [redacted] that a [redacted] was currently unavailable and would call her back in the order in which her call was received. Shortly thereafter, our resolution [redacted] contacted [redacted]. We again reminded [redacted] that in addition to her high meter reading, the record breaking cold temperatures caused an increase in commodity prices. We also reminded [redacted] that PALMco has no contract or cancellation fees and offers a variable rate with no guarantee of savings. As an extended courtesy, we offered to re-review [redacted]’ gas account for a new credit.  Upon review we offered [redacted] a credit of $25.67 on her gas account for billing cycles 1/**/2014-2/**/2014, which would void out her previous gas credit of $10.65 that was offered earlier in the day, making her new total credit $120.05, which would be mailed in the form of a check.  We offered to review [redacted]’ final bill should she be unhappy with it. [redacted] acknowledged this and ended the call.
 
On 3/**/2014, we received an email from [redacted] regarding her account. Shortly thereafter, we spoke with [redacted] on 3/**/2014. We advised him that per the determination o[redacted] electric account ended service with PALMco on 2/**/2014 and her gas will end on 3/**/2014. We advised [redacted] to contact us for a review of his final bill. [redacted] thanked us and ended the call.
 
Contrary to [redacted]’s Complaint, PALMco does not lie to or take advantage of any of our customers. Additionally, PALMco does not refuse to explain service or answer any questions asked by customers.  In addition, we are sorry that [redacted] felt our customer service specialists were rude and disrespectful. We hold customer satisfaction in the highest regards and do our best to satisfy any customer concern politely and efficiently. PALMco values all of our customers and do our best to provide quality service. Also, our service agreement is written to be in compliance with the guidelines of NJ. We are sorry [redacted] thinks badly about our agreement, but we are following regulations.
 
Please let us know if the Revdex.com would like any further information.

Hello [redacted] and the Revdex.com,
 
Regarding case [redacted]:
 
RESULTS
In response to this complaint, we spoke to [redacted] on 2/**/2014. We advised [redacted] that per the...

determination of Ameren, her account ended on 2/**/2014. As a courtesy, we offered to re-review her account for a new courtesy credit. Upon review, we offered [redacted] a new courtesy credit of $116.23 for the billing cycle of 1/**/2014 – 2/**/2014, which will be mailed in the form of a check. This will void the courtesy credit of $64.68 offered on 2/**/2014. Furthermore, this is in addition to the credit of $56.69 offered on 1/**/2014. [redacted] accepted the offer, thanked us, and the call was ended.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s account was enrolled in PALMco’s service on 4/**/2013 upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] which included all the necessary information regarding her enrollment with PALMco, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s account on 5/**/2013.
 
After receiving PALMco service for over eight months, we received a call from [redacted] on 1/**/2014 regarding her account. We reminded [redacted] that PALMco has no contract or cancellation fees and offers a variable rate with no guarantee of savings. [redacted] requested we cancel her account, which was processed promptly and without penalty. We advised [redacted] that it is per the determination of Ameren to schedule an end date. As a courtesy, we offered to review [redacted]’s account for a potential courtesy credit and call her back with the credit. [redacted] thanked us and the call was ended,
 
On 1/**/2014, we attempted to contact [redacted] with a potential courtesy credit. However, we were only able to leave a message. In the message, we advised [redacted], that we will offer a courtesy credit of $56.69 for the billing cycle of 12/**/2013 – 1/**/2014. Per the determination of Ameren, [redacted]’s account ended on 2/**/2014.
 
On 1/**/2014, we received a call from [redacted] regarding her account. We advised [redacted] that we attempted to contact her on 1/**/2014 in regards to a courtesy credit offered. Upon review, we offered [redacted] a courtesy credit of $56.69 for the billing cycle of 12/**/2013 – 1/**/2014, which will be mailed in the form of a check. We also advised [redacted] that we are still awaiting the end dates for her account, per the determination of Ameren. [redacted] understood and the call was ended.
 
We received a call from [redacted] on 2/**/2014 regarding her account. We reminded [redacted] that PALMco has no contract or cancellation fees and offers a variable rate with no guarantee of savings. As a courtesy, we offered to review [redacted]’s account for a potential courtesy credit. Upon review, we offered her a credit of $64.68 for the billing cycle of 1/**/2014 – 2/**/2014. However, [redacted] declined our offer and ended the call. Although [redacted] declined our offer, we were going to apply the credit to her account, as a gesture of goodwill.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

Hello [redacted] and the [redacted],
 
Regarding case [redacted]:
 
UPDATE
In response to this complaint, we spoke to [redacted] on 4/[redacted]/2014. As a show of good faith, we offered to re-review [redacted]’s accounts for any additional courtesy credits. Upon review, we offered [redacted] a courtesy credit of $250.48 for the gas account for the billing cycles of 12/**/2013 – 2/**/2014. We advised [redacted] that we already processed a credit of $75.58 and we will send [redacted] another check for the difference of $174.90. [redacted]  [redacted] was satisfied, thanked us and ended the call.
 
We apologize to [redacted] for any hardship he may have experienced due to the increases in his bill caused by artic winter weather. Unfortunately, these winter conditions caused price fluctuations that were severe and out of the control of PALMco. PALMco values all of our customers and do our best to provide quality service.
 
Please let us know if the [redacted] would like any further information.
 
Thank you.

Hello [redacted] and the Revdex.com,
 
Regarding case [redacted]:
 
In response to this rebuttal, we attempted to contact [redacted] on 3/**/2014 and 3/**/2014 but were only able to leave messages. Additionally, we sent [redacted] an email in attempt to come to resolve her concern. We have yet to receive any response from [redacted]. We want to fulfill [redacted]’s request for a refund and will continue to reach out to [redacted] until an amicable resolution has been reached.
 
Contrary to this complaint, PALMco doesn’t take advantage of or use unethical sales tactics on our customers. PALMco values all of its customers and [redacted] was sent all of the necessary information regarding her enrollment upon enrolling with our service, including the fact that savings are not guaranteed. Additionally, we apologize if [redacted] was not pleased with the increase of costs caused by the arctic winter weather. Unfortunately, these winter conditions caused price fluctuations that were severe and out of the control of PALMco.
 
The representative’s guarantee of savings is against PALMco policy and training. As a result, we will investigate the alleged behavior of the representative in question.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you

Regarding case [redacted]; [redacted]:
 
In regards to [redacted]’s second rebuttal, we spoke with [redacted] on 10/**/2014. [redacted] advised us that all she can pay toward the balance owed to [redacted] is $500, and requested we write off the remainder of her account because she is unable to pay. We reminded [redacted] of the previous credit of $345.71 given on 05/**/2014. We also advised [redacted] that we will not be able to write off the remaining balance that she calculated to be $1200 as she has requested. We advised [redacted] that we were willing to work with her within reason, but we were unable to reach a mutually agreeable credit amount. At this point, we are requesting that this matter be closed as [redacted] appears unwilling to work toward an amicable resolution to this matter.
 
Additionally, we sympathize with [redacted] and apologize for any hardship she may have experienced due to the increases in her bill. PALMco values all of our customers and we do our best to provide quality service.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

Regarding case [redacted]
 
RESULT
In response to this complaint, we spoke to [redacted] on 3/**/2014. We reminded [redacted] that he had signed up for a variable rate with no...

guarantee of savings. [redacted] requested the cancelation of his gas account, which was processed promptly and without penalty. We advised [redacted] that it is per the determination of SJG to schedule an end date. We advised [redacted] that per the determination of ACE, his electric account will stop receiving PALMco’s service on 4/**/2014. As a courtesy, we offered to review [redacted]’s accounts for courtesy credits. Upon review we offered [redacted] a credit in the amount of $187.81, of which $49.63 will go towards his electric account, and $138.18 towards his gas account for the billing cycles of 1/**/2014-3/**/2014, which will be sent in the form of a check. As a further courtesy, we offered to review his final bill. [redacted] was satisfied, thanked us and the call was ended. 
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted] contacted PALMco to enroll his accounts in PALMco’s service. [redacted]’s gas account was enrolled with PALMco’s service on 1/**/2011, and his electric account was enrolled on 9/**/2011. Shortly after each enrollment, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s gas account on 3/**/2011 and his electric account on 11/**/2011.
 
On 9/**/2011, we spoke to [redacted] regarding his referral of another customer to PALMco. We issued [redacted] a referral credit in the amount of $200.00 that was applied towards his account.
 
On 8/**/2013, we spoke to [redacted] regarding his accounts. We reminded [redacted] that PALMco has no contract or cancelation fees, and that rates are variable and savings are not guaranteed. We offered to review [redacted]’s account for a courtesy credit. Upon review we offered [redacted] a credit in the amount of $75.28, which was applied as payment towards his electric account for the billing cycle of 7/**/2013-8/**/2013. [redacted] thanked us and the call was ended.
 
On 12/**/2013, we spoke to [redacted] regarding his accounts. We reminded [redacted] that he signed up for a variable rate with no guarantee of savings. We offered to review [redacted]’s account for a courtesy credit. Upon review we offered [redacted] a credit in the amount of $12.10 towards his electric account for the billing cycle of 11/**/2013-12/**/2013. [redacted] thanked us and the call was ended.
 
On 2/**/2014 we received an inbound cancelation request for [redacted]’s electric account, which was processed promptly and without penalty. Per the determination of ACE, [redacted]’s electric account will stop receiving PALMco’s service on 4/**/2014.
 
[redacted] was sent all of the necessary information regarding PALMco’s service following his enrollment.  PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings.  All of this information is included in the welcome packet sent to customers shortly after enrollment.
 
Please let us know if the Revdex.com would like any further information
 
Thank you.
 
 
 
[redacted]
[redacted]

[redacted]


 
[redacted]

Hello [redacted] and the Revdex.com,   Regarding case # [redacted]; [redacted]   RESULTS In response to this complaint, we attempted to contact [redacted] on 07/**/2015 and 07/**/2015 but were only able to leave messages. We...

will continue to reach out to [redacted] in hopes of reaching an amicable resolution to this matter.   BACKGROUND INFORMATION Prior to filing this complaint, [redacted]’s electric account was enrolled in PALMco’s service on 10/**/2014, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s electric account on 11/**/2014.   On 07/**/2015, after receiving PALMco’s service for more than seven months, we received a call from [redacted] in regards to his account. We reminded [redacted] that he enrolled his account in PALMco’s service at a variable rate plan with no guarantee of savings and that PALMco has no long term contract and no cancellation fees. [redacted] requested his account be cancelled. This request was processed promptly and without penalty. We advised [redacted] that it’s up to his utility, National Grid, to determine his service end date. As a courtesy, we offered to review [redacted]’s electric account for a potential courtesy credit. Upon review, we extended [redacted] a total courtesy credit of $22.52 towards his account for the billing period 04/**/2015 – 06/**/2015. We advised [redacted] that this courtesy credit would be applied to the supply portion of his bill as a credit. [redacted] understood, thanked us and the call was ended. Per the determination of National Grid, [redacted]’s electric account is scheduled to stop receiving PALMco’s service on 07/**/2015.   Contrary to this complaint, [redacted]’s electric account was enrolled in PALMco’s service at a variable rate with no guarantee of savings, upon completion of a TPV recording on 10/**/2014. Additionally, [redacted] was sent all of the necessary information regarding PALMco’s supply following enrollment in our service. PALMco informs customers that they have enrolled in a variable rate plan with no guarantee of savings. All of this information is included in the welcome packet sent to customers shortly after enrollment.   We apologize to [redacted] for any displeasure he may have experienced due to the increases in his bills. PALMco values all of our customers and potential customers, and we do our best to provide quality service.   Please let us know if you would like any further information.   Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Its not that I am satisfied with the offer but I have accepted it. Yes I indeed agreed to the variable rates but never expected the rate to ever be this high. I dont think what I am asking for will be honored but I will accept the offer given pay the bill and move on. I have been ripped off before and usually costs more to resolve the issue. Its a life lesson that I have to accept.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted] and the Revdex.com,
 
Regarding case [redacted]...

[redacted]
 
RESULTS
In response to this complaint, we spoke with [redacted]’s son, on 3/**/2014. We reminded [redacted] that per the determination of [redacted]’s electric account is scheduled to end on 4/*/2014 and his gas on 5/*/2014. As a courtesy, we offered to re-review the account for a potential courtesy credit. Upon review, we offered [redacted] a courtesy credit of $237.05 on the gas account, this will void out credit given on 3/**/2014 for $89.55, and $18.96 on the electric account for the billing cycles of 1/*/2014-3/*/2013, which will be applied towards the account. We offered to review [redacted]’s final bill should he be unhappy, [redacted] said okay, thanked us and the call was ended.
 
BACKGROUND INFORMATION
Prior to filing this complaint, [redacted]’s electric and gas accounts were enrolled in PALMco’s service on 10/**/2011, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] which included all the necessary information regarding his enrollment with PALMco, including the fact that rates are variable and savings are not guaranteed. PALMco began servicing [redacted]’s electric account on 12/*/2011 and his gas account on 1/*/2012.
 
On 3/**/2014, we received an inbound cancellation request for [redacted]’s accounts. Per the determination [redacted]’s electric account is scheduled to end on 4/*/2014 and his gas on 5/*/2014.
 
On 3/**/2014, we received an email from [redacted]’s son regarding the cancellation of the account. Shortly thereafter, we spoke with [redacted] on 3/**/2014. We advised [redacted] that per the determination of [redacted] the electric account is scheduled to end on 4/*/2014 and the gas on 5/*/2014. As a courtesy, we offered to review [redacted]’s accounts for a potential courtesy credit. Upon review, we offered [redacted] a credit of $89.55 on the gas account for billing cycles 11/**/2013-1/**/2014, which will be mailed in the form of a check. We also offered to review [redacted]’s final bill should he be unhappy with it.  [redacted] acknowledged and ended the call.
 
Please let us know if the Revdex.com would like any further information.
 
Thank you.

RESULTS
In response to this complaint, we spoke with [redacted] on 6/**/2014. As a courtesy, we offered to review [redacted] for a potential courtesy credit. Upon review, we offered [redacted] a credit of $13.45 for the...

billing cycles of 5/**/2014 – 6/**/2014, which will be mailed in the form of a check. This will void out the previous credit of $9.80 offered on 6/**/2014. [redacted] accepted the offer, thanked us and ended the call.