Pennywise Power, LLC

Pennywise Power Response to Revdex.com Case # [redacted] Rebuttal
 
Pennywise Power regrets any inconvenience these proceedings may have caused Mr. [redacted] and we understand Mr. [redacted]’s concerns regarding the representation of his price plan.
 
While we understand Mr. [redacted]’s concerns regarding his electric service account price plan, proper notification was sent to him advising of the status of his expiring price plan and the subsequent rate offer.  Notification of his expiring price plan was included in his contract expiration notice (CEN), which was sent via email to [redacted] on March 26, 2015.Account records do not reflect a new price plan was selected for Mr. [redacted]’s account after the previous plan expired; therefore, his account transitioned to the Pennywise Wise Buy Monthly price plan.
 
Mr. [redacted]’s account has been invoiced in accordance with his Terms of Service.  No adjustments or credits are warranted at this time.
 
For any additional questions about this concern, please contact me at 713-488-8614.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
Yomeko B[redacted]
Customer Support
713-488-8614

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]

[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.

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]

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] 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

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: IssueMs. [redacted]’ concern is being placed on a month to month price plan without...

notice for the electric service at [redacted].HistoryOn 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 April 27, 2015, an invoice was sent reflecting the Wise Buy Monthly price plan with an Energy Charge of $0.069000 per kWh. On July 13, 2016, Ms. [redacted] contacted Pennywise Power regarding a renewal price plan.  At that time, a Pennywise Power representative was advised she was on the Wise Buy Monthly price plan and offered an alternate price plan.  Ms. [redacted] declined to renew her plan and stated that she did not receive any notice that her previous price plan expired.  The Pennywise Power representative advised Ms. [redacted] that the [redacted] was sent on December 19, 2014.ResolutionPennywise Power apologizes for any inconvenience or confusion Ms. [redacted] may have experienced.  A review of Mr. [redacted]’ account determined that her account has been invoiced in accordance with her Terms of Service and the [redacted] for the Pennywise Wise Buy Monthly price plan. A Pennywise Power representative attempted to contact Ms. [redacted] multiple times; however, all attempts were unsuccessful voice mail messages were left with the representative’s contact information.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 [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 14 days notice to the consumer should they wish to increase the price in a month-to-month product. Pennywise's statements that I received bills in July and August are nonresponsive as I am not alleging I did not receive a bill. Rather, I was placed on a monthly plan beginning in July, was invoiced an Energy Charge of 1.5 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 account. They must therefore credit my account.
Regards,
[redacted]

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] 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 active. Additionally, $112.05 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 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

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.

Terrible onboarding experience as a new customer. I was confirmed to have service on 7/5 when I called on July 19. On July 20th, I was told I only had service for one day because "someone" canceled it. The customer service is out of Mexico. I could not get a satisfactory answer from a phone supervisor as to when I would be back on their service and receive a bill. When I asked to speak to someone above them, the person refused to switch me to someone higher. I finally told them to forget everything. I will sign up with another company that has U.S. customer service. Buyer beware!

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

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]...

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 active. Additionally, $112.05 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 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

Sent: Wednesday, September 02, 2015 12:53 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[redacted]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 $275.03 as a result of an overpayment and disput[redacted] the timeframe to receive a refund check. History On February 18, 2015, an invoice for $95.50 was sent for the bill[redacted] period of January 15, 2015 through February 16, 2015 due by March 6, 2015.   Later, on February 18, 2015, a one-time bank draft payment of $95.50 processed through Pennywise Power's Online Account Management (OAM) and posted to Ms. [redacted]' account. On February 23, 20145, Pennywise Power received notification that the payment of $95.50 was not honored by Ms. [redacted]' financial institution; therefore, a Returned Payment Charge of $25.00 was assessed. On February 24, 2015, correspondence was sent to Ms. [redacted] advis[redacted] of the Returned Payment. On March 10, 2015, a Disconnection Notice for $95.50 was sent due by March 20, 2015. On March 19, 2015, an invoice for $275.03 was sent for the bill[redacted] period of February 16, 2015 through March 17, 2015 due by April 6, 2015 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 $4.78 and Current Charges of $139.75.      On March 20, 2015, a one-time bank draft payment of $275.03 processed through Pennywise Power's Online Account Management (OAM) and posted to Ms. [redacted]' account. On 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, 2015 payment for $275.03 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 institution. However, at that time, Ms. [redacted] requested to process a payment of $235.25 to be applied to the account and the payment was processed. As a courtesy, a Returned Payment Charge of $25.00, a Late Payment Penalty of $4.78 and a Disconnect Notice Fee of $10.00 were credited to Ms. [redacted]' electric service account result[redacted] in a credit balance of $275.03. On March 26, 2015, Ms. [redacted] contacted Pennywise Power to request a refund of the $275.03 credit balance reflected on her electric service account and the refund request was processed. Ms. [redacted] was advised to allow 10 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, 2015.  On March 31, 2015, a final invoice reflect[redacted] a credit balance of $181.00 was sent for the final bill[redacted] period of March 17, 2015 through March 27, 2015 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 $10.00 and Current Charges of $94.03.  Resolution Pennywise Power apologizes for any inconvenience or confusion these proceed[redacted]s may have caused Ms. [redacted]. On March 31, 2015, a refund check for $181.00 was mailed to Ms. [redacted] at [redacted], Dallas, Texas [redacted]. On April 3, 2015, a Pennywise Power representative contacted Ms. [redacted] and provided her with status of her electric service account and refund check. On April 13, 2015, Pennywise Power confirmed that the $95.50 payment was not honored by Ms. [redacted]’ financial institution because they were unable to locate Ms. [redacted]’ account. 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.  Crystal K[redacted] Customer Support [redacted]

justify; 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]’s complaint against Pennywise Power concerns the advertising of the average price per kWh as reflected on the Electricity Facts Label (EFL).  Ms. [redacted] states the average price of her invoices should reflect approximately 5.5¢ per kWh as shown on the EFL for usage of approximately 2,000 kWh; however, she has been billed over 6.5¢ per kWh.  Ms. [redacted] questions the application of the $25.00 Usage Credit in the average price per kWh calculation.
History
On June 3, 2015, an online switch request was received from Ms. [redacted] to switch the electric service account at [redacted] to Pennywise Power effective July 1, 2015.  Ms. [redacted] agreed to enroll in the Wise Buy Conserve 6 Plus plan.  This plan offers a Base Charge of $9.95 per billing cycle, an Energy Charge of 2.7¢ per kWh, Transmission and Distribution Service Provider (TDSP) Delivery Charges which are passed through without mark-up and a Usage Credit of $25.00 which will be included for each billing cycle in which the usage is more than 999 kWh and less than 2,001 kWh.  The term of this plan is 6 months and it has a $150.00 Early Cancellation Fee.  A confirmation email was sent to
Ms. [redacted] at [redacted]@AOL.COM on June 3, 2015.  The confirmation email included links to the Terms of Service agreement, the "Your Rights as a Customer" document and the EFL.  Attached are Ms. [redacted]'s Terms of Service agreement, EFL and online switch authorization as a reference. 
On July 17, 2015, an invoice for $77.33 was sent for the billing period of July 1, 2015 through
July 15, 2015 (1,478 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.052”.  Attached is the July 17, 2015 invoice for your review.
On August 17, 2015, an invoice for $208.34 was sent for the billing period of July 15, 2015 through August 13, 2015 (3,224 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.065”.  Attached is the August 17, 2015 invoice for your review.
On September 16, 2015, an invoice for $185.46 was sent for the billing period of August 13, 2015 through September 14, 2015 (2,754 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.067”.  Attached is the September 16, 2015 invoice for your review.
On October 12, 2015, multiple emails were received from Ms. [redacted] disputing the average price per kWh reflected on the September 16, 2015 invoice, stating that the average price per kWh should be 5.5¢ as reflected on the EFL. A response was emailed to Ms. [redacted] advising that the EFL’s average price of 5.5¢ per kWh is an example is based on using 2,000 kWh.
On October 15, 2015, an invoice for $127.79 was sent for the billing period of September 14, 2015 through October 13, 2015 (1,914 kWh).  This invoice reflects Wise Buy Conserve 6 Plus plan pricing and includes a statement advising, “The average price you paid for electric service this month (per kWh) is $0.057”.  Attached is the October 15, 2015 invoice for your review.
Resolution
Pennywise Power regrets any inconvenience or confusion these proceedings may have caused Ms. [redacted]. The EFL received by Ms. [redacted] for electricity service with Pennywise Power outlines the pricing components of the Wise Buy Conserve 6 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 6 Plus EFL accurately takes in account the $25.00 Usage Credit if the consumption is greater than 999 kWh and less than 2, 001 kWh and does not account for the Usage Credit over 2,001 kWh.  The price disclosure is an example based on average prices and Ms. [redacted]’s average price for electric service will vary according to her usage. 
Ms. [redacted]’s billing and charges and the EFL for the Wise Buy Conserve 6 Plus plan have been reviewed and are considered correct.
On October 20, 2015, a Pennywise Power representative contacted Ms. [redacted] and provided her with her account status including an explanation of the Wise Buy Conserve 6 Plus price plan components.
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. 
Yomeko B[redacted]
Customer Support
713-488-8816

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 below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
[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 $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 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 plan. While 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, 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.For any additional questions about this concern, please contact me at 713-488-8614.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

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: IssueMs. [redacted]’ concern is being placed on a month to month price plan...

without notice for the electric service at [redacted].HistoryOn 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 April 27, 2015, an invoice was sent reflecting the Wise Buy Monthly price plan with an Energy Charge of $0.069000 per kWh. On July 13, 2016, Ms. [redacted] contacted Pennywise Power regarding a renewal price plan.  At that time, a Pennywise Power representative was advised she was on the Wise Buy Monthly price plan and offered an alternate price plan.  Ms. [redacted] declined to renew her plan and stated that she did not receive any notice that her previous price plan expired.  The Pennywise Power representative advised Ms. [redacted] that the [redacted] was sent on December 19, 2014.ResolutionPennywise Power apologizes for any inconvenience or confusion Ms. [redacted] may have experienced.  A review of Mr. [redacted]’ account determined that her account has been invoiced in accordance with her Terms of Service and the [redacted] for the Pennywise Wise Buy Monthly price plan. A Pennywise Power representative attempted to contact Ms. [redacted] multiple times; however, all attempts were unsuccessful voice mail messages were left with the representative’s contact information.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 [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] 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