Pennywise Power, LLC

Sent: Wednesday, September 02, 11:AM Cc: Escalated Issues (Pennywise) Subject: Pennywise Power Revdex.com Complaint #*** *** *** 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*** disputes the invoiced energy charge for the electric service account at *** *** *** History On March 26, 2015, a Contract Expiration Notice (CEN) was sent to Mr*** 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*** 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*** and he was provided with an explanation of his invoiced charges and offered an alternate price plan. Mr*** 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*** that the CEN was sent via email to *** Mr*** confirmed that the CEN was sent to the correct email addressOn June 23, 2015, Pennywise Power received notification that the electric service at *** *** *** 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*** 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*** 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*** Customer Support 713-488-

Pennywise Power Response to Revdex.com Case # *** Rebuttal
Pennywise Power regrets any inconvenience these proceedings may have caused Ms*** and we understand Ms***’s concerns regarding the representation of her price plan
While we understand Ms***’s concerns regarding her electric service account price plan, proper notification was sent to her advising of the facts on behalf of the Wise Buy Conserve Plus price plan
The EFL received by Ms*** for electricity service with Pennywise Power outlines the pricing components of the Wise Buy Conserve Plus plan as well as any additional charges her account may incur under the terms and conditions of enrollment. After reviewing the EFL, the average price per kWh reflected on the Wise Buy Conserve Plus EFL accurately takes in account the $Usage Credit if the consumption is greater than kWh and less than 2, kWh and does not account for the Usage Credit over 2,kWh. The price disclosure is an example based on average prices and Ms***’s average price for electric service will vary according to her usage.
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.
Yomeko B***
Customer Support
713-488-

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
This response does not address the manipulative pricing (for EFL purposes) and misleading advertising by Pennywise PowerI reject Pennywise Power's response
Regards,

Sent: Wednesday, March 11, 2:PMTo: drteamCc: Escalated Issues (Pennywise)Subject: PWE Revdex.com Complaint # *** Good afternoon,
class=""> Please review the information below
Bernabe H*** *** CSMR-Escalated Issues Social Media O: ***
Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosureIf you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachmentsAny dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited
From: Escalated Issues (Pennywise) Sent: Wednesday, March 11, 2:PMTo: Escalated Issues (Pennywise)Subject: RE: PWE Revdex.com Complaint # *** 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 Ms*** is disputing her connection date for electric service at *** *** *** History On January 15, 2015, Mrs*** contacted Pennywise Power and agreed to enroll her electric service at *** *** *** #*** for the same date of January 15, 2015. During the enrollment, Mrs*** was advised that an identification hold was being placed to the account and that proof of her identification was being requested to complete the enrollment. Mrs*** was advised that the information could be emailed to *** to complete the request. Mrs*** was also informed it would take 24-hours upon receipt of proof of identification, for Pennywise Power to process her enrollmentA deposit of $was also requested and Mrs*** processed a payment of $ On February 3, 2015, Mr*** contacted Pennywise Power requesting the meter number for service address *** *** *** #***The Pennywise Power representative informed Mr*** the enrollment was still pending until the proof of identification was submittedMr*** was provided email address *** to submit the required proof of identification On February 13, 2015, Mrs*** emailed Pennywise Power stating she was attempting to register her Pennywise Power account online however she was receiving an error message stating Pennywise Power was not her service providerPennywise Power replied to Mrs*** stating her request for service at *** *** *** #*** was still on hold since no proof of identification was providedMs*** was advised to submit a valid form of identification to Pennywise Power so that we may complete her service request Later that day, an email from Mrs*** was received with a copy of her passportA confirmation email was sent advising Mrs*** her passport information would be forwarded to the Credit department for review in order to complete the enrollment On February 16, 2015, the enrollment for service was completed On February 17, 2015, Mrs*** contacted Pennywise Power to check on the status of the enrollment for the account. The agent verified that service was initiated under Mrs***'s name as of February 16, 2015. Mrs*** advised of billing for the service address under the previous owner's name until Pennywise Power completed the enrollment. The agent advised that the enrollment completed once the identification was able to be verified Resolution Pennywise Power apologizes for any confusion and miscommunication Mrs*** may have experienced regarding her enrollment for electric service with us. In reviewing the account, the enrollment was not able to complete until the identification hold was removed from the account. Mrs***'s concerns regarding compensation for reimbursement of disputed charges of $due to the enrollment of service being delayed will be referred to our Claims area. The Claims area has up to days to resolve Mrs***’s request On March 11, 2014, Mrs*** was contacted and advised of the referral issued to Claims. Mrs*** was advised to email a copy of the disputed invoiced charges for review. 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 Bern H*** Customer Support ***
Bernabe H*** *** CSMR-Escalated Issues Social Media O: ***
Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosureIf you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachmentsAny dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited

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 This response does not address the manipulative pricing (for EFL purposes) and misleading advertising by Pennywise PowerI reject Pennywise Power's response
Regards,

Pennywise Power’s Response to Revdex.com Case # ***
class="MsoBodyText" "MARGIN: 0in 0in 0pt">
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*** is disputing a missing $credit to her account at service address *** *** ***
History
On April 15, 2014, Ms*** submitted a request to change her current price plan, the Pennywise Wise Buy Premium expiring May 15, to the Pennywise Stability price plan which included a $account credit, for her electric service account at *** *** ***. Ms*** was informed the $account credit could take 1-billing cycles to process onto her account
On May 20, the Pennywise Stability plan was applied to Ms***'s account
On August 22, Ms*** contacted Pennywise Power requesting an update regarding the $credit, the Pennywise Power agent advised Ms*** the $credit would apply within 1-billing cycles
On September 11, Ms*** requested to start electricity service for her new location Cedar Crest Drive to initiate September 15,
On September 15, the requested enrollment completed at Cedar Crest Drive
From September 22, through October 16, Ms*** contacted Pennywise Power regarding the misapplied $credit on several occasions, in which several agents submitted investigations for further review
During those investigations on September 24, a switch from another retail electric provider was received and completed for Ms***'s service address at *** *** ***, closing Ms***'s electricity account with Pennywise Power
December 9, Ms*** contacted Pennywise Power regarding the previously submitted misapplied $credit investigation, the Pennywise Power agent escalated the investigation and offered to contact Ms*** the following day, and unfortunately that agent did not contact Ms*** the following day
Resolution
Pennywise Power apologizes for any confusion and miscommunication Ms*** may have experienced regarding the misapplied $account credit. The account credit of $has been applied to Ms***'s account as of January 22, and an additional courtesy credit of $was applied to the account for the inconvenienceMs*** has been contacted and is appreciative of the resolution
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.
Nancy S***
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!

Pennywise Power's Response to Revdex.com Case #[redacted]
"margin: 0in 0in 0pt;" class="MsoListParagraph">
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[redacted]'s premise effective August 6, 2014. 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[redacted]'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]
class="MsoBodyText" "MARGIN: 0in 0in 0pt">
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 for her electric service account at [redacted]Additionally, Ms[redacted] has concerns regarding the start date of her price plan
History
On October 7, 2014, a contract expiration notice (CEN) was sent to Ms[redacted] advising that her current plan was due to expire effective the meter read on or after November 3, 2014, 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
On October 29, 2014, a Pennywise Power representative attempted to contact Ms[redacted] to discuss renewal price plans, but she was not available and a message was left providing contact information
On November 4, 2014, an invoice for $was sent for the billing period of October 02, through October 31, with a Balance Forward of $62.74, a Late Payment Penalty of $and Current Charges of $
On November 6, 2014, a one-time credit card payment of $posted to Ms[redacted]'s account
Later on November 6, 2014, a one-time bank draft payment of $posted to Ms[redacted]'s account
On November 13, 2014, a notification was received advising that the payment of $was not honored by Ms[redacted]'s financial institution because the bank account information provided at the time of the payment could not be located by her financial institutionAt that time, a Returned Payment Fee of $was assessed to Ms[redacted]'s account
On November 14, 2014, correspondence was sent which advised that the November 6, payment of $was rejected and requested payment be remitted immediately
On November 20, 2014, a one-time credit card payment of $was posted to Ms[redacted]'s account
On November 25, 2014, a disconnection notice for $was sent due by December 5,
A request was not received from Ms[redacted] to change her current price plan; therefore, her account transitioned to the Wise Buy Monthly plan effective December 2,
On December 4, 2014, an invoice for $was sent for the billing period of October 31, through December 2, with a Balance Forward of $61.98, a Returned Payment of $2.74, a Returned Payment Charge of $25.00, a Late Payment Penalty of $and Current Charges of $
On December 6, 2014, a one-time credit card payment for $was posted to Ms[redacted]'s account
Later on December 6, 2014, Ms[redacted] contacted Pennywise Power via web and agreed to enroll on Pennywise Power's Wise Buy 4. This plan offers an initial energy charge of 4.7¢ per kWh, transmission and delivery service provider (TDSP) delivery charges are passed through without maand a base charge of $per billing cycle for usage under kWh. This plan is a term price plan for months and has a cancellation fee of $75.00. At that time, Ms[redacted] was advised to allow one to two billing cycles for completion of her requestMs[redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on December 7,
On December 29, 2014, a disconnection notice for $was sent due by January 8,
On January 5, 2015, a disconnection notice for $was sent due by January 15,
On January 6, 2015, an invoice for $was sent for the billing period of December 2, through
December 31, with a Balance Forward of $91.57, a Late Payment Penalty of $and Current Charges of $
On January 6, 2015, a one-time credit card payment of $was posted to Ms[redacted]'s account
On January 7, 2015, Pennywise Power received an email from Ms[redacted] for a status of her accountAn Pennywise Power representative replied to Ms[redacted] requesting that she provide account verification information to further assist and provide a response
Resolution
Pennywise Power regrets any miscommunication or confusion these proceedings may have caused Ms[redacted]; however, a review of her account determined that she has been invoiced in accordance with her Terms of Service
A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed. A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account. Any fees assessed to Ms[redacted]'s account were disclosed in her Terms of Service and on the disconnect notices sent.
As a courtesy, the Returned Payment Charge of $was credited to Ms[redacted]'s account
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]

Pennywise Power's Response to Revdex.com Case #[redacted]
"margin: 0in 0in 0pt;" class="MsoListParagraph">
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 $121.89. 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]'* 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]'* premise from August [redacted] through January [redacted] 2014. 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's Response to Revdex.com Case #[redacted]
"margin: 0in 0in 0pt;" class="MsoListParagraph">
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 price per kWh invoiced for his electric service at [redacted]
History
On [redacted], a contract expiration notice (CEN) was emailed to [redacted] at [redacted] advising that the current price plan was expiring and that his account would transition to the Wise Buy Monthly plan with the first meter read date on or after [redacted] unless the account is enrolled in an alternate price plan or he selects another retail electric provider (REP) The CEN included links to the term of service agreement, a copy of the ‘Your Rights as a Customer' document and the electricity facts label (EFL) for the Wise Buy Monthly plan
On [redacted], an invoice for $[redacted] was emailed to [redacted] for the billing period of [redacted] through [redacted] This invoice reflects the Wise Buy pricing and includes a statement advising, "Your current plan is effective through your meter read on or after [redacted]
On [redacted] contacted Pennywise Power requesting to cancel his electric service as his current price plan was expiring and he did not want to be subject to a higher rate. [redacted] also requested assistance with logging into Online Account Management (OAM) on PennywisePower.com. A Pennywise Power representative reset [redacted]'s password to allow access to OAM and reviewed available price plans for the account. [redacted] declined to change his price plan at that time
On [redacted], an invoice for $[redacted] was emailed to [redacted] for the billing period of [redacted] through [redacted] This invoice reflects the Wise Buy pricing and includes a bill message that advises [redacted] that his current plan is set to expire with the current billing period
[redacted]'s account transitioned to the Wise Buy Monthly plan effective [redacted]
On [redacted], an invoice for $[redacted] was emailed to [redacted] for the billing period [redacted] through [redacted]. This invoice reflects the Wise Buy Monthly plan pricing
On [redacted] contacted Pennywise Power regarding a charge to his financial institution account. [redacted] was advised that his account transitioned to the Wise Buy Monthly plan which has a higher energy charge than his previous plan. [redacted] disputed the price per kWh invoiced and requested to speak with a manager. [redacted] was advised that a manager was not available at that time; however, a request could be submitted for a supervisor to return his call when they become available. [redacted] inquired about available options including a possible credit to his account and was advised that he could change his price plan; however, that would not affect the [redacted] invoiced charges. At that time, [redacted] advised that he would escalate this issue through external parties and the call ended
Resolution
Pennywise Power, like other retail providers, offers several variable and fixed rate plans. A customer can choose a fixed-rate plan with a minimum term contract that would not change from month to month Such plans can have lower rates because Pennywise Power is able to forecast how much electricity is needed for their long-term customers allowing them to negotiate a better price for electricity in the marketWith variable rate plans, Pennywise Power must purchase electricity quickly based on current market prices Depending on current market conditions, these prices may be higher or lower than the negotiated price for fixed-rate plans.
Pennywise Power apologizes for any inconvenience [redacted] may have experienced regarding his account transition to the Wise Buy Monthly plan. A review of [redacted]'s account determined that the account has been invoiced correctly based upon the terms and conditions disclosed on the EFL. No adjustments are warranted at this time
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's Response to Revdex.com Case # [redacted]
"margin: 0in 0in 0pt;" class="MsoBodyText">
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]

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[redacted]'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[redacted]'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-

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 ([redacted]) 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, 2015 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, 2015.
 
The process to return Mr. [redacted]’s electric service at [redacted] completed on September 21, 2015 with an effective date of September 10, 2015.
 
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, 2015 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.O. Box 505 Woodlyn, PA 19094-0505 or Equifax. Inc. c/o Equifax Options P.O. Box 740123 Atlanta, GA 30374-0123 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 below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
 
Deidra [redacted]
Customer Support
713-488-8681

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.  
I don't have the email they said I got the 26th of March, I have one on the 27th of March, were they purposely hid the price and the transition they will do. And they purposely sent it 4 months before the contract ends, so no one can keep up with the date of the change of plan. So, on May 13, 2015, they did the transfer of my account to the most expensive plan they could ever have. Without giving me any previous notification of what they were doing. They didn't notify me on that moment or that day (not before or after).On June 12, I got a huge bill, NOT an invoice (like they said), asking for my payment without any explanation or details about were that huge amount come from [redacted] On June 16th I saw the outrageous bill and I'm the one who called them, they didn't called me like they said. I contacted them, they didn't contacted me. To ask why my bill was so high. The representative told me then that they had moved me to the must expensive plan they had and she offered me other plans that were also ridiculously expensive. If she asked for my email (like they say), the one they had was right, they had the chance to notify me anytime. And they didn't notify me anything about the day that my contract will expire. (The person that talked with me was even making fun of me by telling me I should cal 211, insinuating that they will give me financial help to pay them.)That same day I made a contract with a different company. To stop the outrageous charges I was getting from them. But looks like they were able to transfer my service until June 22.On June 24th, (NOT 25) I got a bill (NOT an invoice) for $680.62 - with no explanation about why I had those charges, without an invoice. I got charge 6 times more than what I used to pay every month ([redacted]. I have no voice messages from them trying to reach out to me but I got to talk with Yomeko on Sept 3. She said that every month they have sent an invoice via email were it had the contract due date, which is not true, I explained her that they just sent the bill with no invoice or notification attached. She offered me a $50 credit to pay the bill and I explain her I was wiling to pay (with no problem) for their services but they were charging me a rate that was not fair. I told her that the price they gave me was super expensive. The amount was 6 times more than what I used to pay.Conclusion:It looks to me that they purposely hid how much they will charge me (or their customers) when the contract is due in their CEN which is sent months before the contract expires. This is done intentionally, so the customers are not able to keep up with the date.  They intentionally don't notify their customers when the contract is going to be over, they don't do it before or after the contract expires (they don't even send invoices, they send bills). And they do this so they can transfer us to the must expensive plan they have and charge outrageous rates. Any way, I'm willing to pay for their services and the energy I received those days, but I don't agree with the price they charged me without giving me any notice or my approval. Please help me to find a solution.
Regards,
[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 7/23/2015 6:52:32 PM and assigned ID [redacted].I contacted Pennywise Power, LLC today, 7/24/15 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 $100.00 for the "sign-up" bonus promised to me in my upcoming August 2015 billing statement.Should I incur a fee for early termination of service and/or not receive the promised credit for $100.00 in my upcoming August 2015 billing statement, I will file another complaint with the Revdex.com.org.
Regards,
Randall K [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, 2016 under the Pennywise Power Wise Buy Conserve 6 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, 2016 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, 2016 and August 10, 2016 providing him with his price plan status.No further action was taken regarding Mr. [redacted]’ price plan; therefore, on August 9, 2016 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, 2016 through September 8, 2016 reflecting the Wise Buy Monthly pricing.On September 16, 2016, Mr. [redacted] contacted Pennywise Power regarding the rate reflected on the   September 15, 2016 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, 2016 a final invoice for $366.75 was sent for the final billing period of September 8, 2016 through September 16, 2016 with Current Charges of $87.84 and a Balance Forward of $278.91 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  Yomeko [redacted]Customer Support 713-488-8614

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 $25.00 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 $25.00 gift card promotional incentive.  The Pennywise Power representative advised Mr. [redacted] to allow 1-2 billing cycles from the renewal of his price plan to receive the $25.00 gift card promotional incentive.
On August 14, 2015, Mr. [redacted] contacted Pennywise Power for the status of the $25.00 gift card promotional incentive.  The Pennywise Power representative reviewed the account and determined that the $25.00 gift card promotional incentive was not processed. At that time, a request was submitted to investigate the promotional incentive.
Multiple contacts were received from Mr. [redacted] from September 3, 2015 through September 15, 2015 requesting a status of the $25.00 gift card promotional incentive.  The Pennywise Power representative advised Mr. [redacted] that the investigation is under review and to allow 1-2 billing cycles for resolution.
Resolution
Pennywise power regrets any inconvenience these proceedings may have caused Mr. [redacted].  On October 1, 2015, as a one-time courtesy, $50.00 was credited to the account in lieu of the $25.00 gift card promotional incentive and for Mr. [redacted]’s customer experience.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
Yomeko B[redacted]
Customer Support
713-488-8614

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] complaint against...

Pennywise Power concerns the price plan for the electric service at [redacted]
History
In review, on September 9, 2015, an online request was received from [redacted] requesting to enroll his electric service at [redacted] effective September 9, 2015. In addition,
[redacted] account was enrolled in the Pennywise Power Wise [redacted]
Subsequent invoices were sent to [redacted] from October 19, 2015 through January 28, 2016 reflecting the Pennywise Power Wise [redacted]
On January 26, 2016, Pennywise Power received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective January 26, 2016.
On January 28, 2016, a final invoice for $77.53 was sent to [redacted] for the final billing period from January 8, 2016 through January 26, 2016 with Current Charges of $31.30 and a Balance Forward of $46.23 due by February 16, 2016.
On January 29, 2016, Pennywise Power received [redacted] via the market registration agent, the [redacted] requesting that Pennywise Power regain the electric service at [redacted] as of the date of loss. Since [redacted] had not called in for a move-out, Pennywise Power agreed to regain the service at [redacted] Additionally, [redacted] account continued to be invoiced on the Pennywise Power Wise [redacted]
Subsequent invoices were sent to [redacted] from February 10, 2016 through April 11, 2016 reflecting the Pennywise Power Wise [redacted]
On March 1, 2016, [redacted] contacted Pennywise Power requesting to process a switch request for the electric service at [redacted] from another retail electric provider (REP) and his request was processed. In addition, [redacted] account was enrolled in the Pennywise Wise [redacted]
On March 5, 2016, Pennywise Power received notification via [redacted] that March 1, 2016, switch request will not be completed due to a transactional conflict within the retail market.
On May 10, 2016, an invoice for $96.27 was sent for the billing period of April 7, 2016 through May 6, 2016 due by May 26, 2016.
On August 8, 2016, [redacted] contacted Pennywise Power regarding the rate reflected on the May 10, 2016 invoice. [redacted] was provided with an explanation of his rate plan status.
[redacted] disputed the components of the rate; therefore, a request was processed to investigate [redacted] account.
A review of [redacted] account determined that he had been invoiced in accordance with his Terms of Service; however, as a courtesy, on September 1, 2016 the account was rebilled for the billing period of March 8, 2016 through August 9, 2016 under Pennywise Wise [redacted] pricing.
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused [redacted]. On September 2, 2016, a Pennywise Power representative contacted [redacted] regarding the price plan dispute.
A review of [redacted] account determined that the switch request processed on March 1, 2016, did not complete being that he was a current Pennywise Power customer; therefore, the price plan requested during the switch request did not complete. As courtesy, [redacted] will continue to be invoiced on the Pennywise Wise [redacted] until March 2017.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Yomeko B[redacted]
Customer Support
[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]’ complaint against [redacted]...

[redacted] concerns a dispute of the July 26, 2016 invoiced rate at [redacted].
History
On December 19, 2014, a Contract Expiration Notice (CEN) was sent to Ms. [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 January 26, 2015, unless Ms. [redacted] enrolls in an alternate price plan or if she switches her 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 Wise Buy Monthly price plan.
An alternate price plan was not enrolled for Ms. [redacted]’ account; therefore, the account transitioned to the Pennywise Power Wise Buy Monthly price plan on April 23, 2015.
On July 13, 2016, Ms. [redacted] contacted Pennywise Power and requested to change her plan and her request was processed. Ms. [redacted] agreed to enroll in the Pennywise Power Wise Buy Saver Select 6 plan effective within the next 1 to 2 billing cycles. This plan offers an Energy Charge of 4.7¢ per kWh, a Base Charge of $9.95 per month when usage is equal to or greater than 800 kWh in a billing cycle and Transmission and Distribution Service Provider (TDSP) Delivery Charges which are passed through without mark-up. The term of this plan is 12 months and it has an Early Cancellation Fee of $150.00.
On July 26, 2016, an invoice for $603.72 was sent for the billing period of June 21, 2016 through July 21, 2016 and reflects Pennywise Power Wise Buy Monthly plan pricing.
On July 27, 2016, Ms. [redacted] contacted Pennywise Power regarding the rate reflected on the July 26, 2016 invoice. Ms. [redacted] was provided with an explanation of her rate plan status.
Ms. [redacted] disputed the components of the rate; therefore, a request was processed to investigate Ms. [redacted]’ account.
A review of Ms. [redacted]’ account determined that she had been invoiced in accordance with her Terms of Service; however, as a courtesy, on August 2, 2016, the account was rebilled for the billing period of June 21, 2016 through July 21, 2016 under the Pennywise Power Wise Buy Saver Select 6 pricing.
Resolution
Pennywise Power has invoiced Ms. [redacted]’ account correctly based upon the Terms of Service and in accordance with the Pennywise Power Wise Buy Monthly price plan EFL. A review of
Ms. [redacted]’ account determined that she had been invoiced in accordance with her Terms of Service; however, as a courtesy, on August 2, 2016, the account was rebilled for the billing period of June 21, 2016 through July 21, 2016 under the Pennywise Power Wise Buy Saver Select 6 pricing.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
Yomeko [redacted]
Customer Support
713-488-8614