Pennsylvania Gas & Electric

[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 this company is basically saying they can charge whatever they want regardless of the "going rate" for the service Further, why does it matter how much electricity I used? I did not bring up the quantity used I am only questioning the rate The rate should not vary based on amount used I have also yet to receive my final bill and who knows what rate I will be charged for my final month of service Charging cents per kwh when the going rate is around cents per kwh is price gouging My original request for resolution stands Refund me the amounts due based on the going rate for service during the account periods I mentioned previously Further, I mentioned in my initial complaint that they had sent a refund check but that it still had them charging me over 200% of the going rate for that month's service. I am not agreeing with them that this matter should be closed especially in light of the fact that I have not yet received a final bill
Regards,
*** ***

Pennsylvania Gas & Electric (“PAG&E”) contacted *** *** *** on February 24, 2014, concerning the rates associated with **
***’s electric account. During our conversation with ***, PAG&E discussed the following findings and facts with ***
PAG&E conducted research of its records and determined that *** began receiving service from PAG&E on March 6, 2013. *** enrolled his electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to *** on February 18, 2013, which summarized the variable rate program into which *** enrolled, along with our terms and conditions.
On January 16, 2014, we received notification from the utility that ***’s electric account had been cancelled with PAG&E. PAG&E immediately processed the cancellation of ***’s electric account. We have confirmed that ***’s electric account has been cancelled and was returned to the utility on February 5,
Upon receipt of ***’s complaint, PAG&E conducted an account analysis of ***’s electric account and, as a good-will gesture, PAG&E will send *** a rebate for the difference in rates between what was charged by PAG&E and what he would have been charged by the utility for his February invoice. During our conversation with *** on February 24, 2014, *** stated he was satisfied with this resolution and thanked us for our help
With regards to ***’s inquiry “how can they [PAG&E] charge this amount”?, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months and as stated in our terms and conditions, which was mailed to ***, pricing for this variable rate plan for his electric account is as follows: “each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins.”
PAG&E regrets any inconvenience that *** may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls
Finally, we have placed telephone numbers: ###-###-#### ###-###-#### and ###-###-#### on our internal “Do Not Call” list to ensure that *** does not receive any future calls from our company
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed
Best regards,
*** ***
Compliance Specialist
Pennsylvania Gas & Electric
Linglestown Rd #
Harrisburg, PA
Phone: ###-###-####
***
www.PAGandE.com

Pennsylvania
Gas & Electric (“PAG&E”) is in receipt of **and
***
complaint filed on February 25, 2014, concerning the rates associated with
their electric account. Below are the facts and findings regarding the
concerns outlined in their complaint
PAG&E
conducted research of its records and determined that **and ***
began receiving service from PAG&E on October 31, 2013. ***
***, enrolled their electric account into our variable rate program, which
is a rate that fluctuates monthly and is not guaranteed to be lower than the
utility. Additionally, a welcome package was mailed to **and ***
*** on October 9, 2013, which summarized the variable rate program in which
*** enrolled, along with our terms and conditions. As stated in
our terms and conditions, the pricing for this variable rate plan for **and
***’s electric account is as follows: “Each month your rate
will reflect your cost of electricity, including energy, other wholesale market
services, the associated transmission and distribution charges and other
market-related factors for your utilities transmission zone within the PJM ISO;
plus all applicable taxes, fees, charges, costs, expenses and margins.” Please
be advised that the price that we pay for energy, as a supplier, to service our
customers, has increased over the last several months.
On
February 11, 2014, we received notification from the utility that **and ***
***’s electric account had been cancelled with PAG&E. PAG&E
immediately processed the cancellation of their electric account. We have
confirmed that **and ***’s electric account is scheduled to return
to the utility on March 30, 2014. Please be advised that PAG&E does
not control when a customer’s account is returned to the utility. This
date was provided to PAG&E by the utility
On
February 17, 2014, *** left a voice message for our customer service
department regarding the most recent invoice they received from their
utility. PAG&E was in the process of reviewing **and ***
***’s electric account prior to the filing of ***’s complaint on
February 25, and PAG&E conducted an account analysis of their electric
account. **and *** were contacted on March 4, and were
advised that, as a good-will gesture, PAG&E would rebate them portion of
the difference in electric supply charges between what was charged by PAG&E
and what they would have been charged by their utility. **and ***
*** accepted our offer. We have confirmed that the rebate check has
been mailed to **and *** on March 10,
We
regret any inconvenience that **and *** may have experienced with
PAG&E. PAG&E prides itself on our sales and customer service
teams and the ongoing training that we provide. We will continue to
monitor our sales and customer service teams to maintain the quality of our
customer sales and service calls and the resolutions that we provide to our customers
Finally,
we have placed telephone numbers ###-###-####, ###-###-#### on our internal
“Do Not Call” list to ensure that **and *** do not receive future
sales calls from our company
PAG&E
has upheld its contractual obligations and considers this matter closed
Best regards,
*** ***
Compliance Assistant
Pennsylvania Gas & Electric
Linglestown Road, #
Harrisburg, PA
Phone: ###-###-#### Ext
Fax: ###-###-####***www.PAGandE.com
v

Pennsylvania Gas & Electric (“PAG&E”) contacted *** *** on April 11, 2014, concerning the rates associated with ***’s electric
account. During our conversation with ***, we discussed the below facts and findings regarding the concerns outlined in her complaint
PAG&E conducted research of its records and determined that *** began receiving service from PAG&E on October 29, *** enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to *** on October 16, 2013, which summarized the variable rate program into which *** enrolled, along with our terms and conditions.
As stated in our terms and conditions, which was mailed to ***, pricing for this variable rate plan for her electric account is as follows: “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax. Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins.” In regards to statements in ***’s complaint as to why she received higher pricing in her recent invoices, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months
On April 3, 2014, *** contacted PAG&E’s customer service department and requested cancellation of her electric accountPAG&E immediately processed the cancellation of ***‘s electric accountWe have confirmed that ***’ electric account is scheduled to be returned to the utility on April 25, Please be advised that PAG&E does not control when a customer’s account is returned to the utilityThis date is provided to PAG&E by the utility
Upon receipt of ***’s complaint, PAG&E conducted an account analysis of ***’s electric account and, as a good-will gesture, PAG&E offered *** a rebate*** accepted and thanked us for our help
We regret any inconvenience that *** may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls
Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that *** does not receive any future sales calls from our company
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed

Pennsylvania Gas & Electric (“PAG&E”) contacted *** *** on March 6, 2014, concerning the rates associated with ***’s electric
account. During our conversation with ***, we discussed the below facts and findings regarding the concerns outlined in ***’s complaint
PAG&E conducted research of its records and determined that *** began receiving service from PAG&E on June 20, 2013. *** enrolled his electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to *** on June 5, 2013, which summarized the variable rate program into which *** enrolled, along with our terms and conditions.
On December 18, 2013, *** contacted our customer service department to request cancellation of his electric account with PAG&EOur customer service representative immediately processed the cancellation of ***’s electric account. We have confirmed that ***’s electric account is scheduled to return to the utility on March 19, 2014. Please be advised that PAG&E does not control when a customer’s electric account is returned to the utility. This date was provided to PAG&E by ***’s utility. We advised *** to contact his utility to see if they can expedite the return of his electric account to them if he so desired
Upon receipt of ***’s complaint, PAG&E conducted an account analysis of ***’s electric account and, as a good-will gesture, PAG&E will send *** a rebate for the difference in rates between what was charged by PAG&E and what he would have been charged by the utility for his February invoice. *** stated that he was satisfied with this resolution and thanked us for our help
With regards to ***’s accusation that “they [PAG&E] know you’re [the customer] trying to discontinue their [PAG&E’s] service so they [PAG&E] increase your amount accordingly”, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months and as stated in our terms and conditions, which was mailed to ***, pricing for this variable rate plan for his electric account is as follows: “the price for all energy sold under this agreement during the term shall be a rate calculated monthly based on the applicable *** zonal wholesale electric, ancillary services, capacity and other costs associated with providing full requirements services to customer.”
PAG&E regrets any inconvenience that *** may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls
Finally, we have placed telephone numbers ###-###-#### on our internal “Do Not Call” list to ensure that *** does not receive future calls from our company
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed
Best regards,
*** ***
Compliance Specialist
Pennsylvania Gas & Electric
Linglestown Rd #
Harrisburg, PA
Phone: ###-###-####
***
www.PAGandE.com

"">Pennsylvania Gas & Electric ("PAG&E") is in receipt of a complaint filed by **[redacted] concerning the rates associated with her electric account
PAG&E conducted research of its records and confirmed that **[redacted] and **[redacted]-[redacted] began receiving service from PAG&E on December 12, 2012. **[redacted] voluntarily enrolled their electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to **[redacted] and **[redacted]-[redacted] on November 5, 2012, which summarized the variable rate program in which **[redacted] enrolled, along with our terms and conditions.
As stated in our terms and conditions, which were mailed to **[redacted] and **[redacted]-[redacted], pricing for this variable rate plan for their electric account is as follows: "Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax. Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins". Please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months
Moreover, PAG&E received notification from the utility on February 5, 2014, stating that **[redacted] and **[redacted]-[redacted]'s electric account had been cancelled with PAG&E. PAG&E immediately processed the cancellation of **[redacted] and **[redacted]-[redacted]'s electric account We have confirmed that **[redacted] and **[redacted]-[redacted]'s account is scheduled to be returned to the utility on March 17, 2014. Please be advised that PAG&E does not control when a customer's account is returned to the utilityThis date was provided to the PAG&E by the utility
On March 4, 2014, **[redacted] contacted our customer service department to inquire about the rates associated with their electric account. Our customer service representative reviewed with **[redacted] the variable rate program that he enrolled into, which was also explained in the third party verification that **[redacted] voluntarily completed and included in the welcome letter mailed to **[redacted] and **[redacted]-[redacted]. Additionally, PAG&E offered **[redacted] a rebate for a portion of the difference in supply charge between what was charged by PAG&E and what **[redacted] and **[redacted]-[redacted]'s would been charged by the utility for their January invoice. **[redacted] accepted the offer. PAG&E confirms that **[redacted] and **[redacted]-[redacted]'s rebate has been processed and that a check will be mailed to **[redacted] and **[redacted]-[redacted]'s within the next four weeks
Upon receipt of **[redacted]-[redacted]'s complaint, PAG&E conducted a second account analysis of **[redacted] and **[redacted]-[redacted]'s electric account and confirmed that PAG&E clearly presented its variable rate program to **[redacted], therefore, no additional rebates are due to **[redacted] and **[redacted]-[redacted]'s electric account.
We regret any inconvenience that **[redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers
Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that **[redacted] does not receive any future sales calls from our company
PAG&E confirms that we are in full compliance with Pennsylvania rules and regulations, has upheld its contractual obligations and considers this matter closed

'Arial','sans-serif';">Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted] on March 14, 2014, concerning the rates associated with [redacted]’s electric account.   During our conversation with [redacted], PAG&E discussed the following findings and facts with [redacted].
PAG&E conducted research of its records and determined that [redacted] began receiving service from PAG&E on August 21, 2013.  [redacted] enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility, contrary to [redacted]’s allegation that she was told PAG&E’s “rates would always be lower than my [[redacted]’s] present provider”.  Additionally, a welcome package was mailed to [redacted] on August 2, 2013, which summarized the variable rate program into which [redacted] enrolled, along with our terms and conditions. 
On February 10, 2014, [redacted] contacted our customer service department and requested cancellation of her electric account with PAG&E.  PAG&E immediately processed the cancellation of [redacted]‘s electric account.  We have confirmed that [redacted]’s electric account is scheduled to return to the utility on March 19, 2014.
Upon receipt of [redacted]’s complaint, PAG&E conducted an account analysis of [redacted]’s electric account and, as a good-will gesture, PAG&E offered [redacted] a rebate toward the difference in rates between what was charged by PAG&E and what she would have been charged by the utility for her February 2014 invoice.  [redacted] stated that she was satisfied with this resolution, accepted our offer and thanked us for our call.
With regards to [redacted]’s statement that PAG&E’s rate “was 4 times higher” than her utility’s rate, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months and as stated in our terms and conditions, which was mailed to [redacted], pricing for this variable rate plan for her electric account is as follows:  “each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins.”
We regret any inconvenience that [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls.
Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that [redacted] does not receive any future sales calls from our company
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed.
Best regards,
[redacted]
Compliance Specialist
Pennsylvania Gas & Electric
4075 Linglestown Rd #113
Harrisburg, PA 17112
Phone: ###-###-####
[redacted]
www.PAGandE.com

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on February 26, 2014, regarding the complaint **. [redacted] filed concerning...

the rates and alleged billing discrepancies associated with her electric account.  During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on September 10, 2013.  **. [redacted] voluntarily enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] on August 12, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions. 
As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for her electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.   In regards to statements in **. [redacted]’s complaint as to why she received higher pricing in her recent invoices, we advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
Upon receipt of **. [redacted]’s complaint, PAG&E immediately processed the cancellation of **. [redacted]’s electric account.  We have confirmed with **. [redacted] that her electric account has been submitted for cancellation and is pending the utility’s service end date.  We advised **. [redacted] to contact her utility to see if they can expedite the return of her electric account to them, if she so desired.
Moreover, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate for the difference in rates between what was charged by PAG&E and what he would have been charged by the utility in her February 2014 invoice with PAG&E.  **. [redacted] accepted our offer and thanked us for our help.
We regret any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
Finally, we have placed telephone numbers ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.
PAG&E confirms that we are in full compliance with Pennsylvania rules and regulations, has upheld its contractual obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on February 26, 2014, regarding the complaint **. [redacted] filed concerning the rates...

associated with her electric account and her alleged inability to contact PAG&E.   During our conversation with **. [redacted], PAG&E discussed the following findings and facts with **. [redacted].
PAG&E conducted research of its records and determined that **. [redacted] began receiving service from PAG&E on August 22, 2013.  **. [redacted] enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] on July 18, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 7, 2014, we received notification from the utility that **. [redacted]’ electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of **. [redacted]’ electric account.  We have confirmed that **. [redacted]’ electric account has been cancelled and was returned to the utility on February 19, 2014.
PAG&E has searched its phone records and was unable to find evidence to support **. [redacted]’ allegations that “I [**. [redacted]] have tried calling them [PAG&E] since December 15 to cancel my [**. [redacted]’] service” or that **. [redacted] has called “at least 5-6 times”.  Accordingly, PAG&E concludes the allegations in **. [redacted]’ complaint to be unfounded.
Nevertheless, upon receipt of **. [redacted]’s complaint, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate for the difference in rates between what was charged by PAG&E and what she would have been charged by the utility for her February 2014 invoice.  During our conversation with **. [redacted] on February 28, 2014, **. [redacted] stated that she was satisfied with this resolution and thanked us for our help.
With regards to **. [redacted]’s statement that “PAG&E has doubled my electric rate”, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months and as stated in our terms and conditions, which was mailed to **. [redacted], pricing for this variable rate plan for his electric account is as follows:  “the variable rate assigned to each individual account will be established each month, based upon such factors as load ratio, electricity market pricing, transportation or transmission costs, utility charges and other market price related factors.”
PAG&E regrets any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls.
Finally, we have placed telephone number ###-###-#### on our internal “Do Not Call” list to ensure that **. [redacted] does not receive any future calls from our company.
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed.
Best regards,
[redacted]
Compliance Specialist
Pennsylvania Gas & Electric
4075 Linglestown Rd #113
Harrisburg, PA 17112
Phone: ###-###-####
[redacted]
www.PAGandE.com

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on April 28, 2014, regarding the complaint **. [redacted] filed concerning the rates...

and alleged billing discrepancies with her electric account.  During our conversation with **. [redacted] we discussed the below facts and findings regarding the concerns outlined in her complaint.
 
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on June 20, 2013.  **. [redacted] voluntarily enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] on June 10, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions.
 
As stated in our terms and conditions, which was mailed to **. [redacted], pricing for this variable rate plan for her electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins.” With regards to **. [redacted] statements regarding PAG&E’s rate “increase in my [**. [redacted]] bill”, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
 
**. [redacted] contacted PAG&E’s customer service department on February 27, 2014, to inquire about the rates associated with her electric account.  Our customer service representative reviewed with **. [redacted] the variable rate program that she enrolled into, which was also explained in the third party verification that **. [redacted] voluntarily completed and included in the welcome letter mailed to her.    Additionally, PAG&E offered **. [redacted] a rebate and she accepted the offer.  PAG&E confir** that **. [redacted] rebate check was mailed on March 5, 2014.
 
On April 23, 2014, PAG&E’s received notification from the utility that **. [redacted] electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of **. [redacted] electric account. We have confirmed that **. [redacted] electric account will return to the utility on May 19, 2014.
 
Furthermore, PAG&E conducted an account analysis of **. [redacted] electric account and as a good-will gesture, PAG&E offered to send **. [redacted] an additional rebate.  **. [redacted] accepted the rebate offer and thanked us for our help. With regards to **. [redacted] allegation that her “bill was based on an estimate and not my [**. [redacted]] actual usage”, please be advised that PAG&E does not conduct meter reads and all charges made by PAG&E are based upon usage reported to PAG&E by the utility. 
 
PAG&E regrets any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls.
 
Finally, we have placed telephone numbers ([redacted] on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future calls from our company.
 
PAG&E has upheld its contractual obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on April 3, 2014, regarding the complaint **. [redacted] filed concerning the rates and...

alleged billing discrepancies associated with her electric account.  During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.
 
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E March 12, 2013.  **. [redacted] voluntarily enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] on February 14, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions. 
 
As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for her electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.   In regards to statements in **. [redacted]’s complaint as to why she received higher pricing in her recent invoices, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
 
On March 6, 2014, **. [redacted] contacted our customer service department to inquire about the rates associated with her electric account.  Our customer service representative reviewed with **. [redacted] the variable rate program that she enrolled into, which was also explained in the third party verification that **. [redacted] voluntarily completed and included in the welcome letter mailed to **. [redacted].  Additionally, PAG&E offered **. [redacted] a rebate.  **. [redacted] accepted the offer and requested cancellation of her electric account with PAG&E.  Our customer service representative immediately processed the cancellation of **. [redacted]’s electric account.  We have confirmed that **. [redacted]’s electric account is scheduled to return to the utility on April 11, 2014.  Please be advised that PAG&E does not control when a customer’s account is returned to the utility.  This date was provided to PAG&E by the utility.
 
Upon receipt of this complaint, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] an additional rebate.  **. [redacted] accepted our offer and thanked us for our help.
 
We regret any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
 
Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.
                                        ...⇄
PAG&E confirms that we are in full compliance with Pennsylvania rules and regulations, has upheld its contractual obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on February 26, 2014, regarding the complaint **. [redacted] filed...

concerning the rates and alleged billing discrepancies associated with her electric account.  During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on August 30, 2013.  **. [redacted] voluntarily enrolled her electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] for her electric account on August 9, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions. 
As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for her electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.   In regards to statements in **. [redacted]’s complaint as to why she received higher pricing in her recent invoices, we advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
On February 2, 2014, **. [redacted] contacted PAG&E’s customer service department to request cancellation of her electric account with PAG&E.  PAG&E immediately processed the cancellation of **. [redacted]’s electric account.  We have confirmed with **. [redacted] that her electric account has been cancelled and returned to the utility on February 28, 2014.
Upon receipt of **. [redacted]’s complaint, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate for the difference in rates between what was charged by PAG&E and what she would have been charged by the utility for each of her January 2014 invoice with PAG&E.  **. [redacted] accepted our offer and thanked us for our help.
We regret any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service tea** and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service tea** to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
Finally, we have placed telephone numbers ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.
PAG&E confirms that we are in full compliance with Pennsylvania rules and regulations, has upheld its contractual obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted]. [redacted] on February 20, 2014, regarding the complaint **. and [redacted]....

[redacted] filed concerning the rates associated with their electric account and alleged discrepancies with their billing.  During our conversation with [redacted]. [redacted], we discussed the below facts and findings regarding the concerns outlined in **. and [redacted]. [redacted]’s complaint.
 
PAG&E conducted research of its records and confirmed that **. and [redacted]. [redacted] began receiving service from PAG&E on June 4, 2012.  [redacted]. [redacted] voluntarily enrolled their electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. and [redacted]. [redacted] on May 1, 2012, which summarized the variable rate program in which [redacted]. [redacted] enrolled, along with our terms and conditions. 
 
As stated in our terms and conditions, which were mailed to **. and [redacted]. [redacted], pricing for this variable rate plan for their electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.   In regards to statements in **. and [redacted]. [redacted]’s complaint as to why they received higher pricing in their recent invoices, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months, contrary to **. and [redacted]. [redacted]’s allegation that PAG&E “could charge whatever they wanted to charge”.
 
On February 14, 2014, we received notification from the utility that **. and [redacted]. [redacted]’s electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of **. and [redacted]. [redacted]’s electric account.  We have confirmed that **. and [redacted]. [redacted]’s electric account is scheduled to return to the utility on March 4, 2014.  Please be advised that PAG&E does not control when a customer’s account is returned to the utility.  This date was provided to PAG&E by the utility.
 
Moreover, PAG&E conducted an account analysis of **. and [redacted]. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. and [redacted]. [redacted] a rebate for the difference in rates between what was charged by PAG&E and what they would have been charged by the utility in their February 2014 invoice with PAG&E.  [redacted]. [redacted] accepted our offer and thanked us for our help.
 
We regret any inconvenience that **. and [redacted]. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
 
Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that **. and [redacted]. [redacted] do not receive any future sales calls from our company.
 
PAG&E has upheld its contractual obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) attempted to contact [redacted] on November 24 and 25, 2015, regarding the complaint [redacted] filed concerning the alleged unauthorized enrollment of his electric account and his request of no further contact by PAG&E. We attempted to...

resolve the issues outlined in [redacted]’s complaint; however, we were unsuccessful in doing so as, to date, PAG&E has not received a return call from [redacted].
PAG&E conducted research of its records and determined [redacted] was approached by a PAG&E door-to-door sales representative on November 6, 2015, and was clearly presented with PAG&E’s fixed rate program which is a non-fluctuating rate not guaranteed to be lower than the utility. During the sales presentation, [redacted] agreed to enroll [redacted]’s electric account into PAG&E’s fixed rate program and voluntarily proceeded with the TPV to finalize the enrollment (a copy of which is attached for your reference). During the TPV, [redacted] affirmed she was the individual authorized to enroll the referenced electric account with PAG&E and acknowledged she understood PAG&E is not the utility, or affiliated with the utility company, but is a licensed electric generation supplier in [redacted]’s area. PAG&E affirms this enrollment was properly authorized by [redacted].
Moreover, during the TPV we confirmed with [redacted] she was enrolling [redacted]’s electric account with PAG&E, explained the product terms, effective date and rescission period – once again [redacted] stated she understood and agreed to enroll [redacted]’s electric account into our fixed rate program. Additionally, a welcome package was mailed to [redacted] on November 10, 2015, summarizing the fixed rate program into which [redacted]’s electric account was enrolled, along with our terms and conditions, clearly outlining the product and term of the offer. A copy of the welcome letter mailed to [redacted] is attached for your records.
On November 17, 2015, [redacted] contacted our customer service department and requested cancellation of his electric account. Our customer service representative immediately processed the cancellation of [redacted]’s electric account. We have confirmed [redacted]’s electric account was cancelled within the rescission period therefore, will not incur any early termination fees and returned to the utility on November 23, 2015. Please note PAG&E does not control when a customer’s account is returned to the utility as the service end date is solely determined by the utility and provided to PAG&E for our records.
In regards to [redacted]’s request of “no further contact by the business”, PAG&E immediately added telephone number ###-###-#### to our internal "Do Not Call" and “Do Not Knock” list to ensure [redacted] and [redacted] do not receive future sales calls nor solicitations from PAG&E.
We regret any inconvenience [redacted] and [redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training we provide. PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions we provide to our customers.

Pennsylvania Gas & Electric
(“PAG&E”) left voice message for...

**. [redacted] on February
27 and 28, 2014, regarding the complaint **. [redacted] filed concerning the
alleged: unauthorized enrollment of her electric account and billing
discrepancies.  PAG&E attempted to resolve the issues outlined in **.
[redacted] complaint, however, we were unsuccessful in doing so, as **. [redacted]
has not returned our phone calls.
PAG&E conducted research of its
records and determined that **. [redacted], **. [redacted] son, was
contacted once on August 15, 2013 by a PAG&E sales representative and was
presented with our variable rate program for her electric account, which is a
rate that fluctuates monthly and is not guaranteed to be lower than the
utility.  During this call, **. [redacted] agreed to enroll **. [redacted]’
electric account into PAG&E’s variable rate program and voluntarily
completed a Third Party Verification ("TPV") to finalize the
enrollment (a copy of which is attached for your reference).  Contrary to
**. [redacted] statement: “this company [PAG&E] allowed my son [**. [redacted]’],
whose name is not on my [**. [redacted]’] electric bill account, to change
companies over the phone by misleading him [**. [redacted]]”, during the TPV, **.
[redacted] stated that he was the individual authorized to enroll the referenced
account with PAG&E.  Additionally, **. [redacted] also affirmatively
acknowledged that he understood that Pennsylvania Gas & Electric is not the
utility, or affiliated with the utility company, but is an electric generation
supplier in their area. 
Moreover, during the TPV, we confirmed
with **. [redacted] that he was enrolling with Pennsylvania Gas & Electric,
explained the product terms, the effective date and the rescission period –
once again **. [redacted] stated that he understood and agreed to enroll **.
[redacted]’ electric account into our variable rate program.  We affirm this
enrollment was authorized by **. [redacted] and not switched improperly. 
Additionally, a welcome package was mailed to **. [redacted] on August 20, 2013,
for her electric account, which summarized the variable rate program into which
**. [redacted] enrolled, along with our terms and conditions.
As stated in our terms and conditions,
which were mailed to **. [redacted], pricing for this variable rate plan for her
electric account is as follows:  “Your rate for the Commodity Charges
will be a variable rate that changes daily and includes Transmission Charges
and estimated total state taxes, including gross receipts tax, but excludes
applicable state and local tax.  Each month your rate will reflect your
cost of electricity, including energy, other wholesale market services, the
associated transmission and distribution charges and other market-related
factors for your utilities transmission zone within the PJM ISO; plus all
applicable taxes, fees, charges, costs, expenses and margins” (a copy of
which is also attached for your reference).
On February 12, 2014, **. [redacted]
contacted our customer service department to inquire about the rates associated
with her electric account.  Our customer service representative reviewed
with **. [redacted] the variable rate program that **. [redacted] enrolled her
electric account into, which was also explained in the third party verification
that **. [redacted] voluntarily completed at enrollment, and included in the
welcome letter mailed to **. [redacted].  **. [redacted] was also advised that
the price that we pay for energy, as a supplier, to service our customers, has
increased over the last several months.  Nonetheless, **. [redacted]
requested cancellation of her electric account and to have her account
reviewed.  Our customer service representative immediately processed the
cancellation of **. [redacted]’ electric account.  We have confirmed that
**. [redacted]’ electric account has been cancelled with PAG&E and returned
to the utility on February 28, 2014.
PAG&E was in the process of
reviewing **. [redacted]’ electric account prior to the filing of **. [redacted]’
complaint on February 18, 2014.  PAG&E conducted an account analysis
of **. [redacted]’ electric account and was unable to find evidence to substantiate
**. [redacted] alleged bill of “1,486.00”.  Please be advised that PAG&E
participates in consolidated billing with the utility.  PAG&E does not
prepare billing statements for customers nor does PAG&E have access to
copies of any billing statements issued by the utility, including those that
include our supply charges and any applicable taxes.  Additionally, we
determined that the high usage reported to PAG&E by **. [redacted]’ utility
is partially responsible for her receiving a higher invoice.  PAG&E suggests
that **. [redacted] contact her utility to discuss these matters. 
Nonetheless, as a good-will gesture, PAG&E will rebate **. [redacted] any
difference in supply charge between what was charged by PAG&E and what he
would have been charged by the utility on her January 2014 invoice. 
We
regret any inconvenience that **. [redacted] may have experienced with our
company.  PAG&E prides itself in our sales tea** and the ongoing
training that we provide.  We will continue to monitor our sales tea** to
maintain the quality of our sales calls and the resolutions that we provide to
our customers.
Finally,
we have placed telephone numbers ###-###-#### and ###-###-#### on our
internal “Do Not Call” list to ensure that **. [redacted] does not receive future
sales calls from our company.
PAG&E has upheld its contractual
obligations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of a second complaint filed by **. [redacted] on March 16, 2014, regarding PAG&E’s charges in **....

[redacted] most recent invoice.
 
PAG&E conducted research of its records and determined that a PAG&E Compliance Specialist contacted **. [redacted] on March 3, 2014, to resolve the issues contained in **. [redacted] initial complaint #[redacted].  During this call, our Compliance Specialist provided **. [redacted] with their: name and direct contact information within our Compliance department so that **. [redacted] may contact them directly should **. [redacted] have any additional questions or concerns pertaining to his electric account.
 
PAG&E confirms that, as stated in [redacted] complaint, PAG&E did not receive a telephone call from **. [redacted] regarding the issues outlined in complaint #[redacted].  Nevertheless, our Compliance Specialist contacted **. [redacted] regarding the issues within complaint #[redacted] on April 10, 2014, and advised **. [redacted] that PAG&E conducted a second account analysis of his electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate in addition to the rebate previously sent to **. [redacted] on March 5, 2014.  **. [redacted] accepted our second rebate offer and thanked us for our call.
 
With regards to **. [redacted] statement that “PAG&E claims it’s the weather” that has affected PAG&E’s variable rate pricing, please be advised that, according to the U.S. Energy Information Administration (“EIA”): “Retail electricity prices are influenced by fuel prices, and particularly by natural gas prices.  However, the relationship between retail electricity prices and natural gas prices is complex, and many factors influence the degree to which, and the timeframe over which, they are linked.  Those factors include the share of natural gas generation in a region, the level of costs associated with the electricity transmission and distribution systems, the mix of competitive versus cost-of-service pricing, and the number of customers who purchase power directly from wholesale power markets.  As a result, it can take time for changes in fuel prices to affect electricity prices, and the impacts can vary from region to region.” 
 
Additionally, it states that: “In the [redacted] Reference case, electricity prices are higher throughout the projection than they were in the [redacted] Reference case.  Natural gas prices for electricity generators are higher than those in [redacted] in the first few years but fairly similar in the long term.  Reliance on natural gas-fired generation remains strong, as a result of additional near-term retirements of coal-fired and nuclear capacity, and natural gas prices continue to influence electricity prices.   In the long term, both natural gas prices and electricity prices rise.” – U.S. Energy Information Administration (the preceding information is available at:  [redacted]. )
 
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations and considers this matter closed.
 
 
Best regards,
 
 
[redacted]
Compliance SpecialistPennsylvania Gas & Electric
4075 Linglestown Rd #113
Harrisburg, PA 17112
Phone: ###-###-####
[redacted]
www.PAGandE.com

Pennsylvania
Gas & Electric (“PAG&E”) left...

voice messages for [redacted] on
February 21 and 24, 2014, regarding the complaint **. [redacted] filed concerning
the rates associated with his electric account.  PAG&E attempted to
attempted to resolve the issues outlined in the below complaint, however, we
were not successful in doing so, as to date, we have not received a return call
from **. [redacted].
PAG&E
conducted research of its records and determined that **. [redacted] began receiving
service from PAG&E on November 2, 2012.  [redacted]. [redacted] voluntarily
enrolled their electric account into our variable rate program, which is a rate
that fluctuates monthly and is not guaranteed to be lower than the utility. 
Additionally, a welcome package was mailed to **. [redacted] on October 1, 2012,
which summarized the variable rate program in which [redacted]. [redacted] enrolled, along
with our terms and conditions which clearly states: “Your rate for the
Commodity Charges will be a variable rate that changes daily and includes
Transmission Charges and estimated total state taxes, including gross receipts
tax, but excludes applicable state and local tax.  Each month your rate
will reflect your cost of electricity, including energy, other wholesale market
services, the associated transmission and distribution charges and other
market-related factors for your utilities transmission zone within the PJM ISO;
plus all applicable taxes, fees, charges, costs, expenses and margins”.
On
February 19, 2014, we received notification from the utility that **. [redacted]’s
electric account had been cancelled with PAG&E.  PAG&E immediately
processed the cancellation of **. [redacted]’s electric account.  We have
confirmed that **. [redacted]’s electric account is scheduled to return to the
utility on March 5, 2014.  Please be advised that PAG&E does not
control when a customer’s account is returned to the utility. This date was
provided to PAG&E by the utility.
Upon
receipt of this complaint, PAG&E conducted an account analysis of **.
[redacted]’s electric account.  Please be advised that the price that we pay
for energy, as a supplier, to service our customers, has increased over the
last several months.  That notwithstanding, as a good-will gesture, PAG&E
will send **. [redacted] a rebate for the difference in rates between what was
charged by PAG&E and what he would have been charged by the utility in his
February 2014 invoice with PAG&E.  Additionally, will honor its
commitment to **. [redacted] and will send him a 12% rebate off his single highest
month’s supply charge for his electric account.
We
regret any inconvenience that **. [redacted] may have experienced with our
company.  PAG&E prides itself on our sales and customer service teams
and the ongoing training that we provide.  PAG&E will continue to
monitor our sales and customer service teams to maintain the quality of our
sales and customer service calls and the resolutions that we provide to our
customers.
Finally,
we have placed telephone number ###-###-#### on our internal "Do Not
Call" list to ensure that **. [redacted] does not receive any future sales
calls from our company.
PAG&E
has upheld its contractual obligations and considers this matter closed.

[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 will say once again that I am objecting to the RATE they charged me not to the number of hours I was charged for.  They charged me at more than 50% the going RATE for their service.  In December, they charged me 300% more than the going RATE.  This has nothing to do with the number of hours I was billed for.  This company is a disgrace and keeps coming back with the same old answer to check with someone else regarding the number of hours I was charged for.  I can't say it enough, it's not the number of hours it is the RATE these people are charging that is considerably higher than the going rate for similar service.   Also, the rebate check finally arrived today, May 28.  The US Mail does not take 13 days to deliver a first class letter so they are lying if they say it was mailed on May 15.  I find their response somewhat amusing.  I am shocked this company is still in business.  My guess is that they won't be much longer.  
The numbers they list are our home and my wife's cell phone number.  I would also request they put ###-###-#### on their do not call list which is my cell number.  This company is a complete and total disgrace.
Feel free to close the complaint but I want it on record that I am still not happy with their response and the same answers they provide which don't answer the questions.  
Regards,
[redacted]

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated February 18, 2014, regarding the...

rates associated with his electric account and the alleged rebate that **. [redacted]’s feels is owed to him.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on May 10, 2013.  [redacted]. [redacted] voluntarily enrolled their electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility, contrary to **. [redacted]’s assertions that it was a “fixed rate”.  Additionally, a welcome package was mailed to **. and [redacted]. [redacted] on April 19, 2013, which summarized the variable rate program in which [redacted]. [redacted] enrolled, along with our terms and conditions, contrary to **. [redacted]’s accusation that PAG&E “was deceptive”. 
As stated in our terms and conditions, which were mailed to **. and [redacted]. [redacted], pricing for this variable rate plan for their electric account is as follows:  “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax.  Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.  In regards to statements in **. [redacted]’s complaint as to why they received higher pricing in their recent invoices, please be advised that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
On February 18, 2014, we received notification from the utility that **. and [redacted]. [redacted]’s electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of **. and [redacted]. [redacted]’s electric account.  We have confirmed that **. and [redacted]. [redacted]’s electric account is scheduled to be returned to the utility on March 10, 2014. 
Moreover, on February 19, 2014, **. [redacted] contacted our customer service department to inquire about the rates associated with his electric account.  Our customer service representative reviewed with **. [redacted] the variable rate program that [redacted]. [redacted] enrolled into, which was also explained in the third party verification that [redacted]. [redacted] voluntarily completed and included in the welcome letter mailed to **. and [redacted]. [redacted].  Additionally, PAG&E offered **. [redacted] a rebate for a portion of the difference in supply charge between what was charged by PAG&E and what he would been charged by the utility for his January 2014 invoice.  **. [redacted] accepted the offer.
Upon receipt of **. [redacted]’s complaint, PAG&E conducted a second account analysis of **. and [redacted]. [redacted]’s electric account and confirmed that PAG&E clearly presented its variable rate program to [redacted]. [redacted], therefore, no additional rebates are due to **. and [redacted]. [redacted]’s electric account.  Nevertheless, PAG&E confirms that **. [redacted]’s rebate check has been processed and mailed to **. and [redacted]. [redacted] on February 21, 2014.
We regret any inconvenience that **. and [redacted]. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
Finally, we have placed telephone numbers ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. and [redacted]. [redacted] do not receive any future sales calls from our company.
PAG&E has upheld its contractual obligations, confirms that we are in full compliance with Pennsylvania rules and regulations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on March 7, 2014, regarding the complaint **. [redacted] filed concerning...

the rates and alleged billing discrepancies associated with his electric account.  During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on May 15, 2013.  **. [redacted] voluntarily enrolled his electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility.  Additionally, a welcome package was mailed to **. [redacted] on April 19, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions. 
As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for his electric account is as follows:  “The price for all energy sold under this Agreement during the Term shall be a rate calculated monthly based on the applicable PJM zonal wholesale electric, ancillary services, capacity and other costs associated with providing full requirements services to Customer”.   In regards to statements in **. [redacted]’s complaint as to why he received higher pricing in his recent invoices, we advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.
On February 25, 2014, **. [redacted] contacted PAG&E’s customer service department to request cancellation of his electric account with PAG&E.  PAG&E immediately processed **. [redacted]’s cancellation request.  We have confirmed that **. [redacted]’s electric account is scheduled to return to the utility on March 14, 2014.  Please be advised that PAG&E does not control when a customer’s account is returned to the utility.  This date was provided to PAG&E by the utility. 
Moreover, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate for the difference in rates between what was charged by PAG&E and what he would have been charged by the utility in his January 2014 invoice with PAG&E.  **. [redacted] accepted our offer and thanked us for our help.
We regret any inconvenience that **. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide.  PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.
Finally, we have placed telephone number ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.
PAG&E confirms that we are in full compliance with Pennsylvania rules and regulations, has upheld its contractual obligations and considers this matter closed.