Pennsylvania Gas & Electric

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted]. [redacted], on April 10, 2014, regarding the complaint [redacted]. [redacted] filed regarding...

the rates associated with her electric account.  During our conversation with [redacted]. [redacted], PAG&E discussed the following facts and findings.
 
PAG&E conducted research of its records and determined that [redacted]. [redacted] began receiving service from PAG&E on March 16, 2013.  [redacted]. [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]. [redacted] on February 7, 2013, which summarized the variable rate program into which [redacted]. [redacted] enrolled, along with our terms and conditions. 
 
On April 3, 2014, [redacted]. [redacted] contacted PAG&E’s customer service department and requested cancellation of her electric account. PAG&E immediately processed the cancellation of [redacted]. [redacted]‘s electric account.  We have confirmed that [redacted]. [redacted]’s electric account is scheduled to return to the utility on April 29, 2014.  Please be advised that PAG&E does not control when a customer’s account is returned to the utility. This date is provided to PAG&E by the utility.
 
Upon receipt of [redacted]. [redacted]’s complaint, PAG&E conducted an account analysis of [redacted]. [redacted]’s electric account and, as a good-will gesture, PAG&E offered [redacted]. [redacted] a rebate.  [redacted]. [redacted] accepted our offer and thanked us.
 
With regards to [redacted]. [redacted]’s statements that she received a “high rates”, 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]. [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]. [redacted] may have experienced with our company.  PAG&E prides itself on our sales and customer service terms and the ongoing training that we provide.  We will continue to monitor our sales and customer service terms to maintain the quality of our sales and customer service calls.
 
Finally, we have placed telephone number (724) 586-2644 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, confirms that we are in full compliance with Pennsylvania rules and regulations, and considers this matter closed.

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

for **. [redacted] on February 27, 2014,
regarding the complaint **. [redacted] filed concerning the rates associated with
**. [redacted]’s electric account, the alleged: discrepancies with his billing and
the rebate **. [redacted] feels is owed to him.  PAG&E attempted to
resolve the issues outlined in **. [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 confirmed that **. [redacted] began receiving service from PAG&E
on November 29, 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 24, 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], 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 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.
 
On February 13, 2014, **. [redacted]
contacted our customer service department to inquire about the rates associated
with his electric account.  Our customer service agent reviewed with **.
[redacted] the variable rate program that [redacted]. [redacted] enrolled their electric
account into, which was also explained in the TPV that [redacted]. [redacted] voluntarily
completed and in the welcome letter that was mailed to her.  Our customer
service agent offered to have **. [redacted]’s electric account reviewed by
PAG&E and explained to **. [redacted] that PAG&E would contact him with
the result of its research.  On February 20, 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 April
1, 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 was in the process of
researching **. [redacted]’s account prior to the filing of **. [redacted]’s
complaint on February 14, 2014.   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 conducted an account analysis of
**. [redacted]’s electric account and, 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 he would have been charged by the utility on his January
2014 invoice. In addition, PAG&E will honor its commitment to **.
[redacted] and send him the 12% rebate off his single highest month's supply charge
for his electric account.
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] 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 dated February 21, 2014, regarding the...

rates associated with his electric accounts and the alleged rebates 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 June 7, 2012.  **. [redacted] voluntarily enrolled his electric accounts 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 each of his electric accounts on May 22, 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], pricing for this variable rate plan for his electric accounts 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 21, 2014, **. [redacted] contacted our customer service department to inquire about the rates associated with his electric accounts.  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 invoices for each of his electric accounts.  **. [redacted] accepted the offer and requested cancellation of his electric accounts with PAG&E.  Our customer service representative immediately processed the cancellation of **. [redacted]’s electric accounts.  We have confirmed that **. [redacted]’s electric accounts are 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 the utility.
Upon receipt of **. [redacted]’s complaint, PAG&E conducted a second account analysis of **. [redacted]’s electric accounts and confirmed that PAG&E clearly presented its variable rate program to **. [redacted], therefore, no additional rebates are due to **. [redacted]’s electric accounts.  Nevertheless, PAG&E confirms that **. [redacted]’s rebate checks have been processed and mailed to **. [redacted] on February 26, 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 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”) is in receipt of **....

[redacted]’ complaint on
February 19, 2014, regarding the complaint **. [redacted] filed concerning the rates
associated with his electric account.  Below are the facts and findings
regarding **. [redacted]’ complaint.
PAG&E
conducted research of its records and determined that **. [redacted] began receiving
service from PAG&E on July 8, 2013.  [redacted]. [redacted], **. [redacted]’
wife, 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 May
31, 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]’ 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
February 12, 2014, [redacted]. [redacted] contacted our customer service department to
inquire about the rates associated with her electric account.  Our
customer service representative reviewed with [redacted]. [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 and [redacted]. [redacted].  [redacted]. [redacted]
requested to have her account reviewed by PAG&E.  On February 17,
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 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
was in the process reviewing **. [redacted]’ electric account prior to the filing of
**. [redacted]’ complaint on February 19, 2014.  PAG&E conducted an account
analysis of **. [redacted]’ electric account. [redacted]. [redacted] was contacted on February
27, 2014 and was advised that, as a good-will gesture, PAG&E would rebate
portion of the difference in electric supply charges between what was charged
by PAG&E and what she would have been charged by his utility.  [redacted].
[redacted] accepted our offer.  
We
regret any inconvenience that **. and [redacted]. [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 **. and [redacted]. [redacted] do 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”) contacted **. [redacted]...

[redacted] on March 7, 2014
regarding the complaint **. [redacted] filed concerning the rates associated
with his electric account.  During this call, we discussed with **. [redacted]
the below facts and findings.
PAG&E
conducted research of its records and determined that **. [redacted] began
receiving service from PAG&E on August 8, 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
July 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, 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.”  We
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. 
On
February 26, 2014, **. [redacted] contacted our customer service department
regarding the rates associated with his electric account.  Our customer
service representative reviewed with **. [redacted] the variable rate program
into which he enrolled his electric account into, which was also explained in
the TPV that he voluntarily completed at enrollment and the welcome letter that
was mailed to him.  **. [redacted] requested to have his electric account
reviewed by PAG&E. 
PAG&E
was in the process of reviewing **. [redacted]’s electric account prior to the
filing of his complaint on February 27, 2014.  PAG&E conducted an
account analysis of **. [redacted]’s electric account and was unable to find the
alleged “$826.00” bill.  Please be advised that PAG&E participates in
consolidated billing with the utility and 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.  Furthermore, we determined that the
high usage reported to PAG&E by his utility is partially responsible for him
receiving a higher invoice.  Nonetheless, **. [redacted] was advised that,
as a good-will gesture, PAG&E will send him a rebate check 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 February 2014
invoice.  **. [redacted] accepted our offer and thanked us.  
Furthermore, we have confirmed that **. [redacted] wishes to continue to receive
electric supply from PAG&E.
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.
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

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s...

complaint dated   February 14, 2014, concerning 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 June 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, contrary to **. [redacted]’s assertion that she was “promised the lowest rate on the market each month”.  Additionally, a welcome package was mailed to **. [redacted] on May 6, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On January 20, 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 11, 2014.
Prior to receiving this complaint, PAG&E conducted an account analysis of **. [redacted]’s electric account and confirms that on February 14, 2014, PAG&E contacted **. [redacted] and offered **. [redacted] a rebate for a portion of her supply charge for her February 2014 invoice and **. [redacted] accepted our offer.  Upon receipt of **. [redacted]’s complaint, PAG&E conducted a second account analysis of **. [redacted]’s electric account and, as a good-will gesture, will send to **. [redacted] a second rebate, in addition to the rebate previously sent.  PAG&E confirms that both rebates have been sent to **. [redacted].
With regards to **. [redacted]’s statement that her “rate skyrocketed”, 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.”
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 March 7, 2014, regarding the
complaint she filed concerning the rates and alleged billing discrepancies
associated with her electric account.  During this call, we discussed with
**. [redacted] the below findings and facts 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
October 30, 2013.  **. [redacted] enrolled her electric account into
PAG&E’s variable rate program, which is a variable rate that fluctuates
monthly and is not guaranteed to be lower than the utility. 
Moreover, a welcome package was mailed
to **. [redacted] for her electric account on October 9, 2012, which summarized the
variable rate program into which **. [redacted] enrolled, indicating the starting
rate of $0.07899 for the month of November 2013, along with our terms and
conditions, which clearly outlined the product and the term of the offer. 
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.”
With regards to **. [redacted]’s statement “as a consumer I [**. [redacted]] feel I [**.
[redacted]] have been scammed, I [**. [redacted]] am sure, I [**. [redacted]] am not the only
person this company [PAG&E] has made false promises to” please be advised
that PAG&E takes matters of this nature very seriously.  The price we
pay for energy, as a supplier, to service our customers, has increased over the
last several months.
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 with **.
[redacted] that her electric account has been cancelled with PAG&E and was
returned to the utility on February 28, 2014. 
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 a rebate to **. [redacted]’s for the difference
in supply charge between what was charged by PAG&E and what she would have
been charged by the utility for her February 2014 invoice.  **. [redacted]
accepted our offer and thanked us.
We regret any inconvenience that **.
[redacted] may have experienced with PAG&E.  PAG&E prides itself in our
sales teams and the ongoing training that we provide.  We will continue to
monitor our sales teams to maintain the quality of our sales 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

Pennsylvania Gas & Electric
(“PAG&E”) is in receipt of a complaint filed by [redacted] with
the Revdex.com on December 2, 2015,...

regarding the alleged sales
calls [redacted] received and his request to have his telephone number 
added to PAG&E’s internal “Do Not Call” list.  Upon receipt of this
complaint, PAG&E immediately added telephone number (717) 460-0638 to our
internal “Do Not Call” list to ensure [redacted] does not receive future sales
calls from PAG&E.
 
On November 16, 2015, [redacted]
was contacted once by a PAG&E sales agent, who clearly stated he was
calling from Pennsylvania Gas & Electric and presented [redacted] with
PAG&E’s fixed rate program, which is a rate that will not fluctuate for the
term of the contract, contrary to [redacted]’s claim he “received numerous
phone calls from PAG&E trying to say there is something wrong with
his  utility company account”.  During this call, [redacted] declined
enrolling into the fixed rate program with PAG&E.  We affirm [redacted]’s electric account will not receive service from PAG&E.
 
Nevertheless, PAG&E has
searched its telephone records with regards to [redacted]’s assertions he “requested
to stop the calls and PAG&E continue to call multiple times a week which
have become a harassment to me” and was unable to find any evidence to support
[redacted]’s assertions.  Please be advised PAG&E sales agents are
trained to completely adhere to our policies and guidelines when presenting our
programs to customers. When sales agents engage in negotiations with customers,
agents provide their first name, state they are calling on behalf of
Pennsylvania Gas & Electric (not acting on behalf of the utility) and state
the purpose of the telephone call.  Our sales agents are trained to not
engage in misleading or deceptive conduct and to not make false or misleading
representations.  Accordingly, PAG&E refutes [redacted]’s allegations
and concludes them to be unfounded.
 
We
regret any inconvenience that [redacted] may have experienced with our
company.  PAG&E prides itself in our sales and customer service teams
and the ongoing training we provide.  We 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”) contacted **. [redacted]...

[redacted] on February 21
and 24, 2014, regarding the complaint **. [redacted] filed concerning the rates
associated with his electric account and his request for cancellation with
PAG&E. 
PAG&E
conducted research of its records and determined that **. [redacted] began
receiving service from PAG&E on August 1, 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
July 11, 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
February 15, 2014, **. [redacted] contacted our customer service department via
email to inquire about the rates associated with his electric account. 
**. [redacted] was contacted on February 18, 2014 and was advised that, as a
good-will gesture, PAG&E would rebate portion of the difference in electric
supply charges between what was charged by PAG&E and what he would have
been charged by his utility.  **. [redacted] accepted our
offer.   Furthermore, we have confirmed that **. [redacted] wishes to
continue to receive electric supply from PAG&E
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.
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 17, 2014, regarding the...

rates associated with her electric account.
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on October 15, 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 September 17, 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 was “deceptive in their [PAG&E] advertising”. 
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 February 17, 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 addition, 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 12, 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.  Nevertheless, PAG&E confirms that **. [redacted]’s rebate check was 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”) attempted to contact **. [redacted] on March 5 and 6, 2014, concerning the rates associated with...

**. [redacted]’s electric account.   PAG&E attempted to resolve the issues outlined in **. [redacted]’s complaint; however, we were unsuccessful 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 March 1, 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 January 25, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 14, 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 March 3, 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 a portion of her supply charge for her February and March 2014 invoices.
With regards to **. [redacted]’s statement regarding PAG&E’s “exorbitant 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:  “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 ###-###-#### 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 March 4, 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 July 16, 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 June 6, 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], 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 January 27, 2014, **. [redacted] contacted PAG&E’s customer service department to request cancellation of his electric account. PAG&E immediately processed the cancellation of **. [redacted]’s electric account.  We have confirmed with **. [redacted] that his electric account is cancelled and returned to the utility on February 13, 2014. 
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] 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 and February 2014 invoice with PAG&E.  In addition, PAG&E will honor its commitment to **. [redacted] and send him the 12% rebate off his single highest month's supply charge for his electric account.  **. [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 May...

12, 2014, regarding the complaint [redacted] filed concerning the rates associated with her electric account. During our conversation with [redacted], we discussed the following facts and findings regarding the concerns outlined in her complaint.
 
PAG&E conducted research of its records and determined that [redacted] was contacted on March 5, 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 her electric account into PAG&E’s variable rate program and voluntarily completed a Third Party Verification ("TPV") to finalize her enrollment.  Additionally, a welcome package was mailed to [redacted] on March 7, 2013, for her electric account, which summarized the variable rate program into which [redacted] enrolled, along with our terms and conditions. 
 
On April 16, 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 into, which was also explained in the third party verification that [redacted] voluntarily completed and included in the welcome letter mailed to [redacted].  Additionally, our customer service department offered to have [redacted]’s electric account reviewed and [redacted] accepted our offer.  Nonetheless, on April 18, 2014, 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]’ electric account has been cancelled with PAG&E and was returned to the utility on May 8, 2014.
PAG&E conducted an account analysis of [redacted]’s electric account and, as a good-will gesture, PAG&E offered to send [redacted] a rebate totaling $250.00. During our conversation with [redacted], PAG&E has confirmed that [redacted] has received the first rebate check in the amount of $75.00.  Additionally, PAG&E will honor its commitment to [redacted] and will send her a 12% rebate off her single highest month’s supply charge for her electric account.  [redacted] accepted the rebate and thanked us for our help.
 
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 any future calls from our company.
PAG&E 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

[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:
The cover letter that accompanied PAG&E's Terms and Conditions stated... "We are committed to helping you lower your total energy costs."  However, we do not feel that our rate increase from $0.0789 per kWh up to $0.2729 per kWh (an increase of 345 percent!) is a fair representation of that statement.  Had we known there ANY remote possibility of such a drastic increase, we would have NEVER enrolled with PAG&E.
Also, there is a discrepancy in PAG&E's response. 
They stated that we did not contact them until Feb 17th.  That is not true.  We first contacted them on Feb 10th and was promised return contact within 3 days, but received no response.
We called again on Feb17th and entered their return-call queue.
Regards,
[redacted] & [redacted]

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

Business Bureau concerning the rates associated with her electric account and her request for the cancellation of her electric account with PAG&E.  PAG&E attempted to resolve the issues outlined in [redacted] complaint; however, we were unsuccessful in doing so as [redacted] did not allow our representative to speak and abruptly disconnected the call.
 
PAG&E conducted research of its records and confirms that [redacted] began receiving service from PAG&E on March 10, 2014.  [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 5, 2014, which summarized the variable rate program into which [redacted] enrolled, along with our terms and conditions.
 
Furthermore, upon receipt of this complaint, PAG&E conducted research of its phone records and was unable to find any evidence to support the claim in [redacted] complaint that she “tried to call PA Gas & Electric several times but was never able to get through to someone during normal business hours”, prior to receipt of this complaint.  However, upon receipt of this complaint, PAG&E immediately processed the cancellation of [redacted] electric account. PAG&E confirms that [redacted] electric account has been cancelled with PAG&E and will be returned to the utility on September 5, 2014.  In addition, 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] utility.
 
In regard to [redacted] claims that her “energy bill doubled”, 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 which, contrary to her assertions that her “usage did not change”, in conjunction with the increased usage [redacted] utility reported to PAG&E, led to [redacted] receiving a higher pricing in her recent invoices.  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”.
 
Finally, we have placed telephone number (215) 806-7640 on our internal “Do Not Call” list to ensure that [redacted] does not receive future calls from our company.
 
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.

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

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated April 11, 2014, regarding the rates associated with his...

electric account, his request for cancellation and the alleged refund that **. [redacted] feels is owed to him.
 
PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on January 10, 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 December 19, 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], 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.” Accordingly, since the market prices have increased due to market volatility, our rates have increased. 
 
On April 11, 2014, **. [redacted] contacted PAG&E’s customer service department to request cancellation of their electric account 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 is scheduled to return to the utility on May 8, 2014.  Please be advised that PAG&E does not control when a customer’s account is to be return to the utility. This date is provided to PAG&E by **. [redacted]’s utility.
 
Moreover, PAG&E conducted an account analysis of **. [redacted]’s electric account and on March 3, 2014, as a good-will gesture, PAG&E offered **. [redacted] a rebate in the amount of $568.83. **. [redacted] accepted the offer.  PAG&E confirms that **. [redacted]’s rebate check has been processed and mailed to **. [redacted] on March 10, 2014.
 
Additionally, upon receipt of **. [redacted]’s complaint, PAG&E conducted a second analysis of **. [redacted]’s electric account and, as a good will gesture, PAG&E will send **. [redacted] a second rebate in the amount $215.00.  Additionally, we determined that the high usage reported to PAG&E by **. [redacted]’s utility is partially responsible for him receiving a higher invoice. **. [redacted] is advised to contact his utility to discuss this matter.
 
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 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:
The response from PA Gas and Electric company is erroneous in many ways.  According to my son, no one ever inquired whether he had the right to make decisions about the account; did not explain the nature of or details about the "switch" - instead made it sound as if they were offering an incentive based on our electric usage.  Furthermore, while I did in fact receive their information about variable rates, the beginning rate was  $.074 per kilowatt hour.  It is totally unreasonable for that rate to jump to $.27 per kilowatt hour, which it did in Jan./Feb. for the bill that was, in fact, in excess of $1400.  I was never able to contact someone from their customer service department and a conversation did not take place between them and myself on Feb. 12. The account of this nonexistent conversation is absolutely false!  I did receive a voice message from a representative after I made a request online, and I did attempt on at least three occasions to phone back.  I left voice messages each time, but never heard back.  I finally was able to have a conversation with someone from their customer service department after I filed a complaint.  That representative told me they would refund the difference between what my bill would have been with [redacted] and what PA Gas and Electric charged me.  I still have not received the check.  If I do receive that check, I will be grateful, but needed to set the record straight about their erroneous information!
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], 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 June 11, 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 May 9, 2013, which summarized the variable rate program into which **. [redacted] enrolled, along with our terms and conditions. 
On February 20, 2014, **. [redacted] contacted our customer service department 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 10, 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 **. [redacted]’s 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 has sent **. [redacted] a rebate for a portion of her supply charge for her February 2014 invoice.  During our conversation with **. [redacted] on March 3, 2014, **. [redacted] confirmed that she has received the rebate sent to her and thanked us for our help.
With regards to **. [redacted]’s statement that she “has lost a lot of money” due to PAG&E rates, 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 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 ###-###-#### 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:
Regards,
[redacted]