Pennywise Power, LLC

Pennywise Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] states that he processed a switch request for his electric service account at [redacted] to Pennywise Power and received a postcard notification from the Electric Reliability Council of Texas (***) advising that Pennywise Power would be his new retail electric provider (REP); however, Pennywise Power cancelled his switch request without proper notification History Our records indicate that on September 9, 2015, an online standard switch request was received for Mr [redacted] ’s electric service at [redacted] *** On September 10, 2015, a Security Notification/ Fraud Alert was received for Mr [redacted] ’s account At that time, a Pennywise Power representative attempted to contact Mr [redacted] to advise him of his account status; however, the attempt was unsuccessful and a voice message was left On September 11, 2015, a Pennywise Power representative made an additional attempt to contact Mr [redacted] to provide him with an account status; however, was unsuccessful and a message was left A response was not received from Mr [redacted] ; therefore, a switch cancellation request was processed on September 14, to close Mr [redacted] ’s Pennywise Power electric service account to protect from possible fraudulent charges under Mr [redacted] ’s name Because Mr [redacted] ’s switch completed on September 10, 2015, Pennywise Power processed a request to return the electric service account at [redacted] to the previous retail electric provider (REP) effective the date of their loss Additionally, correspondence was sent to Mr [redacted] regarding the Security Notification/ Fraud Alert on September 16, The process to return Mr [redacted] ’s electric service at [redacted] completed on September 21, with an effective date of September 10, Resolution Pennywise Power regrets any miscommunication or confusion experienced by Mr [redacted] regarding the Security Notification/Fraud Alert for his account Pennywise Power’s records reflect that proper written notification was mailed to Mr [redacted] on September 16, at [redacted] Plano, Texas [redacted] regarding the status of his Pennywise Power account The Security Notification is set up by the potential customer to prevent new accounts to be set up in a customer’s name fraudulently In order for the security notification to occur, the customer would initiate the security notification flag directly with the credit bureaus This notification to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus Taking action in this notification will allow Pennywise Power to be in compliance with the Federal Law (Fair Credit Reporting Act) Mr [redacted] will need to contact Trans Union Marketing Opt Out, P.OBox Woodlyn, PA 19094-or EquifaxIncc/o Equifax Options P.OBox Atlanta, GA 30374-regarding the status of his Security Notification As such, Pennywise Power took appropriate action regarding Mr [redacted] and Security Notification/Fraud Alert For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m Deidra [redacted] Customer Support 713-488-

Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Mr [redacted] is disputing the initiation of electric service at [redacted] * History On July 22, 2016, Mr [redacted] contacted Pennywise Power and requested to enroll his electric service at [redacted] *, his request was processed On September 7, 2016, Mr [redacted] contacted Pennywise Power to advise that he had enrolled at the incorrect service address and requested to cancel the service at [redacted] *At that time, Pennywise Power sent [redacted] (MT) # [redacted] via the market registration agent, the Electric Reliability Council of Texas (ERCOT), requesting to send the electric service at [redacted] to the previous REP as of their date of gain Resolution A review of Mr [redacted] ’s account determined that the electric service at [redacted] *, is no longer activeAdditionally, $was credited to Mr [redacted] ’s account for all charges assessed at [redacted] * A Pennywise Power representative attempted to contact [redacted] regarding his concern; however, the contact number listed on his account is invalid For any additional questions about this concern, please contact me at 713-488-I am available Monday through Friday from 8:a.mto 5:p.m

[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 would be satisfactory to me

Terrible onboarding experience as a new customerI was confirmed to have service on 7/when I called on July On July 20th, I was told I only had service for one day because "someone" canceled itThe customer service is out of MexicoI could not get a satisfactory answer from a phone supervisor as to when I would be back on their service and receive a billWhen I asked to speak to someone above them, the person refused to switch me to someone higherI finally told them to forget everythingI will sign up with another company that has U.Scustomer serviceBuyer beware!

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you for your time

Sent: Wednesday, September 02, 12:PMSubject: Pennywise Power Revdex.com Complaint # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hear [redacted] from our customers and want to ensure their concerns are addressed Please see below for a summary of our find***s: Issue Ms [redacted] is disput [redacted] a Returned Payment notification received for the electric service at [redacted] ***Additionally, Ms [redacted] is request [redacted] a refund for $as a result of an overpayment and disput [redacted] the timeframe to receive a refund checkHistory On February 18, 2015, an invoice for $was sent for the bill [redacted] period of January 15, through February 16, due by March 6, Later, on February 18, 2015, a one-time bank draft payment of $processed through Pennywise Power's Online Account Management (OAM) and posted to Ms [redacted] ' accountOn February 23, 20145, Pennywise Power received notification that the payment of $was not honored by Ms [redacted] ' financial institution; therefore, a Returned Payment Charge of $was assessedOn February 24, 2015, correspondence was sent to Ms [redacted] advis [redacted] of the Returned PaymentOn March 10, 2015, a Disconnection Notice for $was sent due by March 20, On March 19, 2015, an invoice for $was sent for the bill [redacted] period of February 16, through March 17, due by April 6, with a Returned Payment of $95.50, a Returned Payment Charge of $25.00, a Disconnect Notice Fee of $10.00, a Late Payment Penalty of $and Current Charges of $ On March 20, 2015, a one-time bank draft payment of $processed through Pennywise Power's Online Account Management (OAM) and posted to Ms [redacted] ' accountOn March 23, 2015, Ms [redacted] contacted a Pennywise Power representative regard [redacted] the status of her electric service account stat [redacted] that the March 20, payment for $was not reflected on her financial institution’s statement Ms [redacted] was advised that her electric service account currently reflected a zero balance and to allow additional time for the payment to process through her financial institutionHowever, at that time, Ms [redacted] requested to process a payment of $to be applied to the account and the payment was processedAs a courtesy, a Returned Payment Charge of $25.00, a Late Payment Penalty of $and a Disconnect Notice Fee of $were credited to Ms [redacted] ' electric service account result [redacted] in a credit balance of $On March 26, 2015, Ms [redacted] contacted Pennywise Power to request a refund of the $credit balance reflected on her electric service account and the refund request was processedMs [redacted] was advised to allow calendar days for the refund request to be processed and additional time for the refund check to be received via mail On March 28, 2015, Pennywise Power received notification that the electric service at [redacted] was switch [redacted] to another retail electric provider (REP) effective March 27, On March 31, 2015, a final invoice reflect [redacted] a credit balance of $was sent for the final bill [redacted] period of March 17, through March 27, with a Balance Forward credit of $235.25, a Return Payment Charge credit of $25.00, a Late Payment Penalty credit of $4.78, a Disconnect Notice Fee credit of $and Current Charges of $ Resolution Pennywise Power apologizes for any inconvenience or confusion these proceed***s may have caused Ms [redacted] On March 31, 2015, a refund check for $was mailed to Ms [redacted] at [redacted] ***, Dallas, Texas ***On April 3, 2015, a Pennywise Power representative contacted Ms [redacted] and provided her with status of her electric service account and refund checkOn April 13, 2015, Pennywise Power confirmed that the $payment was not honored by Ms [redacted] ’ financial institution because they were unable to locate Ms [redacted] ’ accountFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m Crystal K [redacted] Customer Support [redacted]

At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] is requesting to receive a $gift card promotional incentive for the electric service at [redacted] *** History On January 22, 2015, Mr [redacted] contacted Pennywise Power requesting a status of the $gift card promotional incentive The Pennywise Power representative advised Mr [redacted] to allow 1-billing cycles from the renewal of his price plan to receive the $gift card promotional incentive On August 14, 2015, Mr [redacted] contacted Pennywise Power for the status of the $gift card promotional incentive The Pennywise Power representative reviewed the account and determined that the $gift card promotional incentive was not processedAt that time, a request was submitted to investigate the promotional incentive Multiple contacts were received from Mr [redacted] from September 3, through September 15, requesting a status of the $gift card promotional incentive The Pennywise Power representative advised Mr [redacted] that the investigation is under review and to allow 1-billing cycles for resolution Resolution Pennywise power regrets any inconvenience these proceedings may have caused Mr*** On October 1, 2015, as a one-time courtesy, $was credited to the account in lieu of the $gift card promotional incentive and for Mr***’s customer experience For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Yomeko B [redacted] Customer Support 713-488-

Issue 'Times New Roman', serif;"> [redacted] is disputing the final invoiced amount for electric service at [redacted] Resolution On [redacted] ***, [redacted] contacted Pennywise Energy to advise that final invoiced amount of $ [redacted] reflected the billing period correctly On [redacted] a payment of $ [redacted] was posted to the account to bring the account to a zero balance For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m [redacted]

Pennywise Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Ms [redacted] is disputing the invoiced charges assessed to her electric service account at [redacted] after her account closure History On May 22, 2014, Pennywise Power received notification that the electric service at [redacted] *** was closing effective May 22, due to another customer’s enrollment request On May 28, 2014, Ms [redacted] contacted Pennywise Power regarding the status of her account, advising that she was moving and a new tenant was moving into the premise Ms [redacted] was advised that the account was closed due to another customer’s request to enroll the electric service at the premise in their name On June 30, 2014, an invoice for $was sent for the billing period of May 12, through June 12, with a balance forward of $52.82, a service processing fee of $5.95, a disconnect recovery charge of $and current charges of $ On July 7, 2014, Ms [redacted] contacted Pennywise Power regarding the June 30, invoice and was provided with an explanation of her billing and charges On July 24, 2014, an invoice for $was sent for the billing period of June 12, through July 14, with a balance forward of $and current charges of $ On July 29, 2014, a disconnection notice for $was sent to Ms [redacted] due by August 8, On August 6, 2014, Ms [redacted] contacted Pennywise Power via email regarding her account status and was advised that the original move out for the premise did not complete and to contact customer care to resolve the issue Later on August 6, 2014, Ms [redacted] contacted Pennywise Power advising that the electric service should have been cancelled in May A Pennywise Power representative processed a move-out request for Ms***’s premise effective August 6, Ms [redacted] was incorrectly advised that she was responsible for the electric service at the premise until the move-out date as she was unable to locate a previous move-out request On August 8, 2014, a final invoice for $was sent for the final billing period of July 14, through August 6, with a balance forward of $202.77, a deposit refund of $225.00, a deposit interest credit of $0.08, a late payment penalty of $and current charges of $ Resolution Pennywise Power apologizes for any confusion and miscommunication Ms [redacted] may have experienced regarding discontinuing her electric service with us A request has been processed to review Ms***’s requested move-out date Ms [redacted] will be contacted once the request has been completed For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m [redacted] Customer Support ###-###-####

Pennywise Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] disputes not receiving a $incentive for his electric service at [redacted] *** History On [redacted] ***, [redacted] contacted Pennywise Power to dispute not receiving the $incentive At that time, a request was processed to investigate [redacted] ’s account On [redacted] ***, [redacted] contacted Pennywise Power to dispute not receiving the $incentive At that time, the Pennywise Power representative advised [redacted] that the investigation is still being reviewed On [redacted] ***, [redacted] contacted Pennywise Power on behalf of [redacted] to dispute not receiving the $incentive At that time, the Pennywise Power representative advised [redacted] that that the dispute is still being investigated On [redacted] ***, [redacted] contacted Pennywise Power on behalf of [redacted] to dispute not receiving the $incentive At that time, the Pennywise Power representative advised [redacted] that that the dispute is still being investigated Later on [redacted] ***, a Pennywise Power supervisor credited $to [redacted] ’s account and notated that the credit will be applied as of the next invoice On [redacted] ***, an invoice for $ [redacted] was sent for the billing period of [redacted] through [redacted] which included a miscellaneous adjustment credit of $and current charges of $ [redacted] Resolution Pennywise Power apologizes for any confusion and miscommunication [redacted] may have experienced in the delay of receiving the $incentiveA review of his account determined that the $credit incentive was applied on his [redacted] invoiceThere are no adjustments warranted at this time On [redacted] ***, [redacted] was contacted and provided the update Additionally, duplicate invoices were mailed at [redacted] ’s request As a courtesy, $was credited to [redacted] ’s account for his experience For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]

Revdex.com: This letter is to inform you that Pennywise Power, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/6:52:PM and assigned ID [redacted] I contacted Pennywise Power, LLC today, 7/24/at 4:00pm Supervisor, Rene, and customer service representative, Cheyla, have both confirmed that 1) I will NOT incur a fee for early termination of service because I am moving to a different residential address within the city of Houston, TX and 2) they WILL credit $for the "sign-up" bonus promised to me in my upcoming August billing statementShould I incur a fee for early termination of service and/or not receive the promised credit for $in my upcoming August billing statement, I will file another complaint with the Revdex.com.org Regards, Randall K [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Again, Pennywise fails to address the fact that their own residential terms of service require days notice to the consumer should they wish to increase the price in a month-to-month productPennywise's statements that I received bills in July and August are nonresponsive as I am not alleging I did not receive a billRather, I was placed on a monthly plan beginning in July, was invoiced an Energy Charge of cents in July, and Pennywise then increased the Energy Charge the following month with no notice in violation of the Residential Terms of Service Pennywise's inability or unwillingness to respond to this simple allegation evidences that they improperly handled my accountThey must therefore credit my account Regards, [redacted]

Pennywise Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: IssueMr [redacted] ’ complaint against Pennywise Power concerns being converted to a month to month price plan without receiving proper notification.HistoryPennywise Power has served Mr [redacted] at [redacted] since January 10, under the Pennywise Power Wise Buy Conserve Plus plan; Terms of Service and Electricity Facts Label (EFL).On May 31, 2016, a contract expiration notice (CEN) was sent to Mr [redacted] via email at [redacted] @GMAIL.COM advising him that his current plan was expiring on July 10, and to contact Pennywise Power regarding available rate plan offers for his account Additionally, the CEN advised that the account would transition to a month-to-month variable price plan with no cancellation fee provided that another plan was not selected.Additionally, Pennywise Power sent Mr [redacted] invoices on July 12, and August 10, providing him with his price plan status.No further action was taken regarding Mr [redacted] ’ price plan; therefore, on August 9, the account transitioned to the Wise Buy Monthly plan.On September 15, 2016, an invoice was sent to Mr [redacted] for the billing period of August 8, through September 8, reflecting the Wise Buy Monthly pricing.On September 16, 2016, Mr [redacted] contacted Pennywise Power regarding the rate reflected on the September 15, invoice At that time, a Pennywise Power representative provided Mr [redacted] with the components of the Wise Buy Monthly plan pricing.Later on September 16, 2016, Pennywise Power received notification that the electric service account at [redacted] was switching to another retail electric provider (REP) effective September 16, 2016.On September 20, a final invoice for $was sent for the final billing period of September 8, through September 16, with Current Charges of $and a Balance Forward of $due by October 6, 2016ResolutionA review of Mr [redacted] ’ account determined that Mr [redacted] was provided with appropriate notification that his account was transitioning to a month to month, variable price plan As such, Pennywise Power invoiced Mr [redacted] ’ account correctly based upon Pennywise Power’s terms and conditions and in accordance with the Wise Buy Monthly plan EFL.For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Yomeko ***Customer Support 713-488-

Pennywise Power’s Response to Revdex.com Case # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue [redacted] is disputing the invoiced charges for her electric service account at [redacted] and requests a refund due to overbilling History On January [redacted] 2013, a contract expiration notice (CEN) was sent to [redacted] advising that her current plan was due to expire effective the meter read on or after May [redacted] and that if another price plan or retail electric provider (REP) was not selected by this date that her account would continue on Pennywise Power's Wise Buy Monthly plan A request was not received from [redacted] to change her current price plan; therefore, her account transitioned to the Wise Buy Monthly plan effective May **, On June **, 2013, an invoice with a credit balance of $was sent for the billing period of May **, through June **, with a deposit refund of $225.00, a deposit interest credit of $and current charges of $ This invoice reflects Wise Buy Monthly plan pricing Subsequent invoices sent to [redacted] from July [redacted] through November **, reflect Wise Buy Monthly plan pricing On December [redacted] 2013, an invoice for $was sent for the billing period of November **, through December **, and reflects Wise Buy Monthly plan pricing On December **, 2013, [redacted] contacted Pennywise Power regarding her usage and invoiced amount and was advised that her previous price plan had expired and she is now being invoiced under the Wise Buy Monthly plan [redacted] was offered the Wise Buy plan and was advised that changing the plan will not affect her current invoiced amount [redacted] agreed to change her plan to the Wise Buy plan and her request was processed On January [redacted] 2014, an invoice for $was sent for the billing period of December **, through January **, and reflects Wise Buy Monthly plan pricing Resolution Pennywise Power’s Wise Buy Monthly plan is a variable month-to-month price plan and as disclosed on the EFL, except for changes allowed by law or regulatory action, the price reflected on the EFL provided to [redacted] in April will be applied during the first billing cycle on the Wise Buy Monthly plan The price may change in subsequent months at the sole discretion of Pennywise Power After enrollment in the Wise Buy Monthly plan, the current price for the product is available by logging into her online account at [redacted] or by calling Pennywise Power’s customer care at [redacted] Additionally, invoices sent to [redacted] advise that she can obtain the information about the price that will apply on her next invoice by contacting a Pennywise Power customer care representative at [redacted] account has been invoiced based upon the terms and conditions disclosed on the EFL A review of the December [redacted] plan change call determined that [redacted] was not clearly advised regarding the effective date of her price plan change request A request has been processed to rebill [redacted] ’ [redacted] January **, invoice to reflect the Wise Buy plan pricing [redacted] will receive a corrected invoice Additionally, on January [redacted] 2014, a request was sent to CenterPoint Energy (CNP) to confirm the reported usage at [redacted] ’ [redacted] premise from August [redacted] through January [redacted] On January [redacted] 2014, Pennywise Power received a response from CNP advising that the disputed usage has been verified by a subsequent reading dated January [redacted] 2014; therefore, no usage related adjustments are needed For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m [redacted] Customer Support [redacted]

Pennywise Power Response to Revdex.com Case # [redacted] Rebuttal Pennywise Power regrets any inconvenience these proceedings may have caused Mr [redacted] we understand Mr [redacted] ’ concerns regarding the representation of his price planWhile we understand Mr [redacted] concerns regarding her electric service account price plan, proper notification was sent to him advising of the facts on behalf of the Wise Buy Monthly price plan.The EFL received by Mr [redacted] for electricity service with Pennywise Power outlines the pricing components of the Wise Buy Monthly price plan as well as any additional charges his account may incur under the terms and conditions of enrollment Additionally, Pennywise Power sent Mr [redacted] invoices on July 12, and August 10, providing him with his price plan status No further action was taken regarding Mr [redacted] ’ price plan; therefore, on August 9, the account transitioned to the Wise Buy Monthly plan.For any additional questions about this concern, please contact me at 713-488- I am available Monday through Friday from 8:a.mto 5:p.m

Sent: Wednesday, September 02, 11:AMCc: Escalated Issues (Pennywise) Subject: Pennywise Power Revdex.com Complaint # [redacted] At Pennywise Power, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: Issue Mr [redacted] disputes the invoiced energy charge for the electric service account at [redacted] History On March 26, 2015, a Contract Expiration Notice (CEN) was sent to Mr [redacted] advising that the current price plan was expiring and that the account would transition to the Pennywise Power Wise Buy Monthly price plan with the first meter read date after May 1, 2015, unless Ms [redacted] enrolls in an alternate price plan or if he switches his electric service to another retail electric provider (REP) The contract expiration notice also included the electricity facts label (EFL), terms of service agreement, and a copy of the ‘Your Rights as a Customer’ document for the Pennywise Power Wise Buy Monthly price planAn alternate price plan was not enrolled for Mr***’s account; therefore, the account transitioned to the Pennywise Power Wise Buy Monthly price plan on May 13, On June 12, 2015, an invoice was sent reflecting the Wise Buy Monthly price plan with an Energy Charge of $per kWhOn June 16, 2015, a Pennywise Power representative contacted Mr [redacted] and he was provided with an explanation of his invoiced charges and offered an alternate price plan Mr [redacted] declined to renew his plan and stated that he did not receive a notice that his previous price plan had expiredThe Pennywise Power representative advised Mr [redacted] that the CEN was sent via email to [redacted] Mr [redacted] confirmed that the CEN was sent to the correct email addressOn June 23, 2015, Pennywise Power received notification that the electric service at [redacted] was switching to another retail electric provider effective June 22, On June 25, 2015, a Final Invoice of $was sent for the billing period of June 9, through June 22, with a Balance Forward of $and Current Charges of $This invoice reflects the Wise Buy Monthly pricing with an Energy Charge of $per kWhResolution Pennywise Power apologizes for any inconvenience or confusion Mr [redacted] may have experienced A review of Mr***’s account determined that his account has been invoiced in accordance with his Terms of Service and the EFL for the Pennywise Power Wise Buy Monthly price planOn September 1, and September 2, 2015, a Pennywise Power representative attempted to contact Mr [redacted] to discuss his account; however, the attempts were unsuccessful and voice messages were leftFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m Yomeko B [redacted] Customer Support 713-488-

Revdex.com: This letter is to inform you that Pennywise Power, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/6:52:PM and assigned ID [redacted] .I contacted Pennywise Power, LLC today, 7/24/at 4:00pmSupervisor, Rene, and customer service representative, Cheyla, have both confirmed that 1) I will NOT incur a fee for early termination of service because I am moving to a different residential address within the city of Houston, TX and 2) they WILL credit $for the "sign-up" bonus promised to me in my upcoming August billing statement.Should I incur a fee for early termination of service and/or not receive the promised credit for $in my upcoming August billing statement, I will file another complaint with the Revdex.com.org Regards, Randall K [redacted]

Pennywise Power’s Response to Revdex.com Case # ***
At Pennywise Power, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Mr*** states that he processed a switch request for his electric service account at *** *** *** *** to Pennywise Power and received a postcard notification from the Electric Reliability Council of Texas (***) advising that Pennywise Power would be his new retail electric provider (REP); however, Pennywise Power cancelled his switch request without proper notification
History
Our records indicate that on September 9, 2015, an online standard switch request was received for Mr***’s electric service at *** *** *** ***.
On September 10, 2015, a Security Notification/ Fraud Alert was received for Mr***’s account. At that time, a Pennywise Power representative attempted to contact Mr*** to advise him of his account status; however, the attempt was unsuccessful and a voice message was left
On September 11, 2015, a Pennywise Power representative made an additional attempt to contact Mr*** to provide him with an account status; however, was unsuccessful and a message was left
A response was not received from Mr***; therefore, a switch cancellation request was processed on September 14, to close Mr***’s Pennywise Power electric service account to protect from possible fraudulent charges under Mr***’s name. Because Mr***’s switch completed on September 10, 2015, Pennywise Power processed a request to return the electric service account at *** *** *** *** to the previous retail electric provider (REP) effective the date of their loss. Additionally, correspondence was sent to Mr*** regarding the Security Notification/ Fraud Alert on September 16,
The process to return Mr***’s electric service at *** *** *** *** completed on September 21, with an effective date of September 10,
Resolution
Pennywise Power regrets any miscommunication or confusion experienced by Mr*** regarding the Security Notification/Fraud Alert for his account. Pennywise Power’s records reflect that proper written notification was mailed to Mr*** on September 16, at *** *** *** *** Plano, Texas *** regarding the status of his Pennywise Power account.
The Security Notification is set up by the potential customer to prevent new accounts to be set up in a customer’s name fraudulently. In order for the security notification to occur, the customer would initiate the security notification flag directly with the credit bureaus. This notification to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus. Taking action in this notification will allow Pennywise Power to be in compliance with the Federal Law (Fair Credit Reporting Act). Mr*** will need to contact Trans Union Marketing Opt Out, P.OBox Woodlyn, PA 19094-or EquifaxIncc/o Equifax Options P.OBox Atlanta, GA 30374-regarding the status of his Security Notification. As such, Pennywise Power took appropriate action regarding Mr*** and Security Notification/Fraud Alert
For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m
Deidra ***
Customer Support
713-488-

[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 ***, and find that this resolution would be satisfactory to me Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Again, Pennywise fails to address the fact that their own residential terms of service require days notice to the consumer should they wish to increase the price in a month-to-month productPennywise's statements that I received bills in July and August are nonresponsive as I am not alleging I did not receive a billRather, I was placed on a monthly plan beginning in July, was invoiced an Energy Charge of cents in July, and Pennywise then increased the Energy Charge the following month with no notice in violation of the Residential Terms of Service Pennywise's inability or unwillingness to respond to this simple allegation evidences that they improperly handled my accountThey must therefore credit my account
Regards,*** ***