Pennsylvania Gas & Electric

Pennsylvania Gas & Electric (“PAG&E”) contacted
**. [redacted] on February 21, 2014, regarding...

the complaint **. [redacted]
filed concerning the rates associated with **. [redacted]’s electric account.  During this call, we discussed the below
findings and facts regarding the concerns outlined in **. [redacted]’s complaint.
PAG&E conducted research of its records and
determined that **. [redacted] began receiving service from PAG&E on July 2,
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 June 19, 2013, which summarized the variable rate program in which
**. [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 12, 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 February 28, 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 January 2014 invoice with
PAG&E.  Additionally, we explained to
**. [redacted] that PAG&E will monitor his electric account and rebate any
difference in rates between what PAG&E will charge and what his utility
would have charged for him final invoice with PAG&E.  **. [redacted] accepted our offer and thanked us.
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 ###-###-####
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.

Pennsylvania
Gas & Electric (“PAG&E”) is in receipt of **....

[redacted] complaint
filed on February 27, 2014, concerning the rates associated with her electric
account.  Below are the facts and findings regarding her complaint.
PAG&E
conducted research of its records and determined that **. [redacted] began receiving
service from PAG&E on October 12, 2012.  **. [redacted] 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 September 6, 2013,
which summarized the variable rate program in which **. [redacted] enrolled, along
with our terms and conditions.  As stated in our terms and conditions, the
pricing for this variable rate plan for **. [redacted]’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 28, 2014, **. [redacted] contacted our customer service department regarding
the rates associated with her electric account.  Our customer service
representative reviewed with **. [redacted] the variable rate program into which she
enrolled her electric account into, which was also explained in the TPV that
she voluntarily completed at enrollment and the welcome letter that was mailed
to her.  Additionally, our customer service offered to have **. [redacted]’s
electric reviewed and **. [redacted] accepted our offer. 
Nonetheless,
on March 3, 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 has been cancelled and returned to
the utility on April 10, 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.
PAG&E
conducted an account analysis of **. [redacted]’s electric account and determined
that the high usage reported to PAG&E by her utility is partially
responsible for them receiving a higher invoice.  PAG&E suggests that
**. [redacted] contact his utility to discuss this matter.  Nonetheless, on
March 4, 2014, **. [redacted] was advised that, as a good-will gesture, PAG&E
would rebate her a portion of the difference
in electric supply charges between what was charged by PAG&E and what she
would have been charged by her utility for her
February 2014 invoice.  **. [redacted] accepted our offer.  We have
confirmed that the rebate check was mailed
to **. [redacted] on March 10, 2014.  Additionally, although PAG&E has no
record of receiving **. [redacted]’s rebate
certificate, as a good-will gesture, PAG&E will honor its commitment to her
and will send **. [redacted] the 12% rebate off her single highest month's supply
charge for her electric account.
We
regret any inconvenience that **. [redacted] 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 number ###-###-#### 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.
Best regards,
[redacted]
Compliance Assistant
Pennsylvania Gas & Electric
4075 Linglestown Road, #113
Harrisburg, PA 17112
Phone: ###-###-#### Ext. [redacted]
Fax: ###-###-####[redacted]www.PAGandE.com

[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 have tried over 28 times to get in touch with this company.. i was on hold for hours .  let me tell you if you call this company you could not get threw to customer service  at all  I dare you to try.  and as far as there attempt to contact me  they did , but I called her back and I explained I do not have good cell service where I work.  I left repeated  messages explaining this and gave them my work number..   you know its really funny everyone I have talked to had the same thing happen to them.    I never in my wildest dreams would have dreamed  that they would triple my bill and on the coldest month of the year..   you need to warn people about these companies..  or stop them they are crooks...they may have got me one time but never again I will not stop.    please stop them..............  I learned a very good lesson...   one these companies can do anything to anyone they want to but trust me it wont happen to me ever again....  once again I dare you to try customer service try...
Regards,
[redacted]

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on March 3, 2014, concerning the rates associated with **. [redacted]’s...

electric account.   During our conversation with **. [redacted], **. [redacted] was advised that prior to receiving her complaint on February 19, 2014, PAG&E conducted an account analysis of her electric account and, as a good-will gesture; PAG&E has sent to **. [redacted] a rebate for a portion of her supply charge for her February invoice with PAG&E.  **. [redacted] stated that she was satisfied with this resolution and thanked us for our call.
Nevertheless, PAG&E conducted research of its records and determined that **. [redacted] began receiving service from PAG&E on July 15, 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 June 3, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
**. [redacted] contacted our customer service department on January 13, 2014, to inquire about the rates associated with her electric account.  Our customer service representative reviewed with **. [redacted] the variable rate program into which her electric account was enrolled and advised **. [redacted] that the price we pay for energy, as a supplier, to service our customers, has increased over the last several months.
Furthermore, on February 18, 2014, **. [redacted] contacted our customer service department a second time 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 March 14, 2014.  Please be advised that PAG&E does not control when a customer electric account is returned to the utility.  This date was provided to PAG&E by **. [redacted]’s utility.
With regards to **. [redacted]’s statement that PAG&E “has continued to raise the price per kWh”,  please be advised that, as stated in the terms and conditions which was mailed to **. [redacted], pricing for this variable rate plan for her 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.”
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 ###-###-#### and ###-###-#### 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.
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 March 14, 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 his complaint.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on October 11, 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 September 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 his 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 he received higher pricing in his 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.
PAG&E received notification from the utility on January 17, 2014, stating 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 cancelled and returned to the utility on February 10, 2014.
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 toward 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 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”) attempted to contact [redacted] on May 3 and 4, 2014, regarding the complaint **. [redacted] filed...

concerning the rates associated with her electric account.  PAG&E was unable to resolve the issues outlined in [redacted]’ complaint as our calls went unanswered without the option to leave a voice message for [redacted].
 
PAG&E conducted research of its records and confirmed that [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, contrary to [redacted] assertion that PAG&E “offered a better rate” than her utility.  Additionally, a welcome package was mailed to Mr. and [redacted] on November 14, 2014, which summarized the variable rate program in which [redacted] enrolled, along with our terms and conditions.
 
On May 12, 2014, [redacted] contacted PAG&E’s customer service department to request cancellation of their electric account with PAG&E.  PAG&E’s customer service department 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 June 1, 2014.
 
Upon receipt of this complaint, PAG&E conducted an account analysis of [redacted]’ electric account and, as a good-will gesture, PAG&E will send [redacted] a rebate toward her supply charge.  [redacted]’ rebate will be mailed within the next four to six weeks.
 
Furthermore, PAG&E has searched its records with regards to [redacted]’ accusations that PAG&E is “unethical” and price “gouged us [**. and [redacted]]”and was unable to find any evidence to support [redacted] accusations.  PAG&E takes accusation of this nature very seriously; 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] along with the welcome package, pricing for this variable rate plan for your 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.”; Therefore, PAG&E does not guarantee that our rates will be “the same rate” as [redacted]’ utility or “no higher than the state rate”.  Accordingly, PAG&E refutes [redacted]’ accusations and concludes them to be unfounded.
 
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 **. and [redacted] do 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.
 
 
Best regards,
 
 
[redacted]
Compliance SpecialistPennsylvania Gas & Electric
4075 Linglestown Rd #113
Harrisburg, PA 17112
Phone: ###-###-####
[redacted]
www.PAGandE.com

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated February 19, 2014, regarding the...

rates associated with her electric account and the alleged rebate that **. [redacted]’s feels is owed to her.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on June 7, 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 May 3, 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”.  
On February 19, 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].  In regards to statements in **. [redacted]’s complaint as to why she received higher pricing in her recent invoices, our customer service representative advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.  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 she would been charged by the utility for her January 2014 invoice for her electric account.  **. [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 March 6, 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 **. [redacted]’s complaint, PAG&E conducted an account analysis of **. [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]’s electric account.  Nevertheless, PAG&E confirms that **. [redacted]’s rebate check has been processed and mailed to **. [redacted] on February 25, 2014.
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, confirms that we are in full compliance with Pennsylvania rules and regulations and considers this matter closed.

Pennsylvania Gas & Electric (“PAG&E”)
contacted [redacted]. [redacted] on March 6, 2014 regarding the complaint **. [redacted] filed
regarding the...

rates associated with his electric account.  During this
call, we discussed with [redacted]. [redacted] the below findings and facts outlined in
**. [redacted]’s complaint. 
PAG&E conducted research of its
records and determined that **. [redacted] began receiving service from PAG&E
on Oct1ober 15, 2012.  **. [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 August 6, 2012, which summarized
the variable rate program in which **. [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 January 23, 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 has been cancelled and was returned to the utility on
February 13, 2014. 
On February 21, 2014, our customer
service department was contacted by **. [redacted] regarding the rates associated
with his electric account and the most recent invoice he received from his
utility.  Our customer service representative reviewed with **. [redacted] the
variable rate program that he enrolled his electric account into, which was
also explained in the TPV that **. [redacted] completed and included in the welcome
letter mailed to **. [redacted].   Nonetheless, **. [redacted] abruptly
disconnected the call on PAG&E.
We advised [redacted]. [redacted] that the price
that we pay for energy, as a supplier, to service our customers, has increased
over the last several months.  Therefore, PAG&E refutes **. [redacted]’s
statement “it seems like they [PAG&E] have punished us with an outrageous
rate for dropping them [PAG&E]”.   PAG&E conducted an account
analysis of **. [redacted]’s electric account and determined that the high usage
reported to PAG&E by **. [redacted]’s utility is partially responsible for him
receiving a higher invoice.  We suggest that **. [redacted] contact his
utility to discuss this matter. That notwithstanding, as a good-will gesture,
PAG&E will send **. [redacted] a rebate for the difference in electric supply
charges between what was charged by PAG&E and what he would have been
charged by his utility for his January 2014  invoice.  Additionally,
PAG&E will honor its commitment and will send **. [redacted] the 12% rebate off
his single highest month's supply charge for his electric account.  [redacted].
[redacted] accepted our offer and thanked us.
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 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”) left a voice message for [redacted]. [redacted] on March 6 and 7, 2014, regarding the complaint [redacted]. [redacted] filed concerning the rates and alleged billing discrepancies associated with her electric account.  PAG&E attempted to resolve the issues outlined in [redacted]. [redacted]’s complaint, however, we were not successful in doing so, as to date, we have not received a return call from [redacted]. [redacted].
PAG&E conducted research of its records and confirmed that [redacted]. [redacted] began receiving service from PAG&E on October 15, 2013.  [redacted]. [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]. [redacted] on September 24, 2013, which summarized the variable rate program in which [redacted]. [redacted] enrolled, along with our terms and conditions, contrary to [redacted]. [redacted]’s allegation that she “was unaware of a variable rate”. 
As stated in our terms and conditions, which were mailed to [redacted]. [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]. [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 February 26, 2014, we received notification from the utility that [redacted]. [redacted]’s electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of [redacted]. [redacted]’s electric account.  We have confirmed that [redacted]. [redacted]’s electric account is scheduled to be returned 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]. [redacted]’s electric account and, as a good-will gesture, PAG&E will send [redacted]. [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. 
We regret any inconvenience that [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 [redacted]. [redacted] does 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”) is in receipt of **....

[redacted]’s complaint
on February 21, 2014, regarding the complaint **. [redacted] filed concerning the
rates associated with her electric account and the alleged rebate she feels is
owed to her.  Below are the facts and findings regarding **. [redacted]’s
complaint.
PAG&E
conducted research of its records and determined that **. [redacted] began receiving
service from PAG&E on March 13, 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 February 7, 2013, which summarized
the variable rate program in which **. [redacted] enrolled, along with our terms and
conditions.  As stated in our terms and conditions, the pricing for this
variable rate plan for **. [redacted]’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.”
On
January 23, 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 her electric account into, which was also explained
in the third party verification that she voluntarily completed at enrollment,
and included in the welcome letter mailed to **. [redacted].  Additionally, our
customer service representative explained to **. [redacted] that the price we pay
for energy, as a supplier, to service our customers, has increased over the
last several months and offered to have **. [redacted]’s electric account reviewed
by PAG&E.   **. [redacted] accepted our offer.  On January 27,
2014, PAG&E spoke to **. [redacted] and **. [redacted] was advised that, as a
good-will gesture, PAG&E would rebate her $200.00 for the difference in
electric supply charges between what was charged by PAG&E and what she would
have been charged by her utility for her January 2014 invoice.  **. [redacted]
accepted our offer and thanked us.  We have confirmed with **. [redacted] on
February 25, 2014, that she received the check.  Moreover, on February 19,
2014, **. [redacted] contacted our customer service regarding the most recent
invoice she received.  Our customer service representative once again
explained to **. [redacted] that, as a good-will gesture, PAG&E would rebate her
$800.00 for the difference in electric supply charges between what was charged
by PAG&E and what she would have been charged by her utility for her
February 2014 invoice.  **. [redacted] accepted our offer and thanked us. 
We have confirmed that the second rebate check was
mailed to **. [redacted] on February 26, 2014. 
On
February 28, 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]’s electric account.  We have
confirmed that **. [redacted]’s electric account
is scheduled to return to the utility on March 13, 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. 
PAG&E
conducted an account analysis of **. [redacted]’s electric account and was unable to
find any evidence to substantiate the alleged bill for “1,498.82”.  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.  Also, PAG&E does not conduct meter reads and all charges made
by PAG&E are based upon usage reports to PAG&E by the utility. 
**. [redacted]’s utility reported an increase in usage to PAG&E for her electric
account, which is partially responsible for **. [redacted] receiving a higher
bill.   Please be advised that PAG&E confirms that we are in full
compliance with Pennsylvania rules and regulations; therefore, PAG&E
concludes that the allegations contained in **. [redacted]’s complaint to be
unfounded.
We
regret any inconvenience that **. [redacted] 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 ###-###-#### 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”) left voice messages for...

**. [redacted] on February 20 and 21,
2014, regarding the complaint **. [redacted] filed concerning the alleged: 
sales call she received, rates associated with her electric account and rebate
**. [redacted] feels is owed to her.  PAG&E attempted to resolve the
issues outlined **. [redacted]’s 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 October 25, 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 October 14, 2013, which summarized the
variable rate program in which **. [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 13, 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]’s electric account.  We have confirmed that **.
[redacted] electric account has been cancelled and returned to the utility on
February 28, 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, **. [redacted] contacted our
customer service department on February 7, 2014, concerning the rates
associated with her electric account. Our customer service representative
reviewed with **. [redacted] the variable rate program that her electric account
was enrolled into, which was also explained in the welcome letter that was
mailed to **. [redacted].  Our customer service representative offered to have
**. [redacted]’s electric account reviewed and explained to **. [redacted] that
PAG&E would contact her with the results of its research.  **. [redacted]
accepted our offer and thanked us for our help. 
Please be advised that PAG&E was
in the process of researching **. [redacted]’s electric account prior to the filing
of **. [redacted]’s complaint received on February 13, 2014 and 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 check for the
difference in rates between what was charged by PAG&E and what she would
have been charged by the utility for her January 2014 invoice. 
Additionally, we will monitor **. [redacted]’s electric account and rebate any
difference in rates between what PAG&E will charge and what her utility
would have charged for her final invoice with PAG&E.
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 future sales calls from our company.

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on February 25, 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 July 9, 2013.  **. [redacted] 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, contrary to **. [redacted]’s assertion that he “was told they [PAG&E] buy electric at bulk rate and would sell it cheaper”.  Additionally, a welcome package was mailed to **. [redacted] on June 13, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 13, 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 and natural gas accounts.  We have confirmed that **. [redacted]’s electric account is scheduled to be returned to the utility on March 6, 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 **. [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 he would have been charged by the utility for his February 2014 invoice.  During our conversation with **. [redacted] on February 25, 2014, **. [redacted] stated he was satisfied with this resolution and thanked us for our help.
With regards to **. [redacted]’s assertion that “they [PAG&E] sell it [electricity] for almost 3 times” his 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 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 **. [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

[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 think the rebate they have offered me is not enough to cover the balance due. The rebate is based on "Actual billing". The balance due is based on "estimated billing". For the rebate to be correct, they must pay back the Estimated amount.
After I apply this "Rebate" yto my bill, I will still owe $1700 additional dollars and I have not missed a payment (foe what my normal rate should have been). PAG&E needs to correct this. Regards,[redacted]

Pennsylvania Gas & Electric
(“PAG&E”) contacted **. [redacted]...

[redacted] on March 14, 2014, regarding the
complaint **. [redacted] filed concerning the rates 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 5, 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 27, 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:  “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. The
monthly rate may be higher or lower than the LU price in any given month”.  
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.
PAG&E received notification from
the utility on February 24, 2014, stating that **. [redacted]’s electric account
has been cancelled with PAG&E.  PAG&E immediately processed the
cancellation of **. [redacted]’s electric account.  We have confirmed that
**. [redacted]’s electric account has been cancelled with PAG&E and returned
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 by **. [redacted]’s utility.
PAG&E conducted an account
analysis of **. [redacted]’s electric account and as a good-will gesture,
PAG&E offered **. [redacted] a 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 May 12, 2014, regarding the complaint [redacted] filed concerning the sales call he...

received, the rates associated with his electric account and the rebate [redacted] was allegedly promised.  During our conversation with [redacted], we discussed the below facts and findings regarding the concerns outlined in his complaint.
 
PAG&E conducted research of its records and confirmed that on April 24, 2013, [redacted] was contacted by PAG&E sales representative and was presented with PAG&E's variable rate program for his electric account, which is a variable rate that fluctuates monthly and is not guaranteed to be lower than the utility, contrary to [redacted]’s assertion that PAG&E told him he would get “a better kilowatt rate per hour”.  During this call, [redacted] agreed to enroll the referenced electric account into PAG&E’s variable rate program and voluntarily proceeded with the Third Party Verification (“TPV”) to finalize his enrollment. [redacted] stated in the TPV that he was the individual authorized to enroll the referenced account with PAG&E. Accordingly, PAG&E affirms that the enrollment was authorized by [redacted] and not switched improperly, as alleged in [redacted]’s complaint.  During the TPV, [redacted] also affirmatively acknowledged that he understood that Pennsylvania Gas & Electric is not the utility, or affiliated with the utility company, but is a licensed electric generation supplier in his 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 his electric account into our variable rate program.  Furthermore, a welcome package was mailed to [redacted] on April 26, 2013, which summarized the variable rate program into which [redacted] enrolled, along with our terms and conditions, which clearly outlined the product and the term of the offer.  As stated in our terms and conditions, pricing for this variable rate plan for his 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.” 
 
On May 6, 2014, [redacted] contacted PAG&E’s customer service department and spoke with a customer service representative to inquire about the enrollment of his electric account and the rates associated with his electric account.  During this call, our customer service representative explained to [redacted] the enrollment process and offered to play the TPV for [redacted].  [redacted] accepted our customer service representative’s offer.  After listening to the TPV, [redacted] agreed that he did enroll his electric account with PAG&E.  In regards to statements in [redacted]’s complaint as to why he received higher pricing in his recent invoices, our customer service representative advised [redacted] 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 his electric account.  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 June 2, 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 [redacted]’s utility. 
 
Upon receipt of this complaint, PAG&E conducted an account analysis of [redacted]’s electric account and, as good-will gesture, PAG&E offered to send [redacted] a rebate in the amount of $754.00.  [redacted] accepted our offer and thanked us.  PAG&E confirms that [redacted]’s rebate has been processed and a rebate check was mailed to [redacted] on May 21, 2014.
 
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 numbers (610) 589-6444 and (610) 763-2691 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”) is in receipt of **. [redacted]’s complaint dated February 14, 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 September 6, 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 August 9, 2013, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions, contrary to **. [redacted]’s accusation that PAG&E is “running a deceptive scheme”. 
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:  “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 14, 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 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]. In regards to statements in **. [redacted]’s complaint as to why he received higher pricing in his recent invoices, our customer service representative advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.  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 for his electric account.  **. [redacted] accepted the offer and requested cancellation of his 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 March 6, 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.  PAG&E confirms that **. [redacted]’s rebate check has been processed and will be mailed to **. [redacted] within the next four weeks.
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, 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 February 19, 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 December 7, 2012.  **. [redacted] 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 November 14, 2012, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 15, 2014, **. [redacted] contacted our customer service department and requested cancellation of his 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 March 7, 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 **. [redacted]’s utility.  We advised **. [redacted] to contact his utility to see if they can expedite the return of his electric account to them if he so desires.
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 he would have been charged by the utility for his February 2014 invoice.  During our conversation with **. [redacted] on February 19, 2014, **. [redacted] stated he was satisfied with this resolution and thanked us for our help.
With regards to **. [redacted]’s statement that “this month the rate tripled”, 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:  “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 **. [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 ###-###-#### and ###-###-#### 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”) is in receipt of a complaint filed by **. [redacted] on February 24, 2014, regarding the rates associated with **....

[redacted]’s electric account. 
PAG&E conducted research of its records and determined that **. [redacted] began receiving service from PAG&E on September 17, 2013.  **. [redacted] 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 August 13, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 24, 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 into which he enrolled and explained to **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.  Nonetheless, as a good-will gesture, PAG&E offered **. [redacted] a rebate for a portion of his supply charge for his February invoice.  **. [redacted] stated that he was satisfied with this resolution and accepted our rebate offer.  Accordingly, PAG&E concludes that no further rebate is due to **. [redacted] for his electric account.
Furthermore, with regards to **. [redacted]’s statement that “this would be considered price gouging”, please be advised that 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 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.”
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.
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”) is in receipt of **. [redacted]’s complaint dated February 24, 2014, regarding the...

rates associated with her electric account and the alleged rebate that **. [redacted]’s feels is owed to her.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on September 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 August 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 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”.  
On February 24, 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].  In regards to statements in **. [redacted]’s complaint as to why she received higher pricing in her recent invoices, our customer service representative advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months.  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 she would been charged by the utility for her January 2014 invoice for her electric account.  **. [redacted] accepted the offer.  PAG&E confirms that **. [redacted]’s rebate check has been processed and mailed to **. [redacted] on February 28, 2014.
In addition, PAG&E 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 19, 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 **. [redacted]’s complaint, PAG&E conducted a second account analysis of **. [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]’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 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 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”) left voice messages for [redacted] on February 20 and 21, 2014, regarding the complaint **. [redacted]...

filed concerning the rates associated with her electric account and alleged rebate **. [redacted] feels is owed to her for her electric account.  PAG&E attempted to resolve the issues outlined **. [redacted]’s 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 July 30, 2013 and not “August 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 19, 2013, which summarized the variable rate program in which **. [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 December 31, 2013, we received notification from the utility that **. [redacted]’ electric account had been cancelled with PAG&E.  PAG&E immediately processed the cancellation of **. [redacted]’s electric account.  We have confirmed that **. [redacted] electric account has been cancelled and returned to the utility on January 27, 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 check for the difference in rates between what was charged by PAG&E and what she would have been charged by the utility for her January 2014 invoice. 
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 ###-###-#### and ###-###-#### on our internal “Do Not Call” list to ensure that **. [redacted] does not receive 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.