Pizza Phone System

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 Sent: Thursday, June 04, 11:PM To: drteam Subject: Re: Complaint Id # [redacted] Good evening, My understanding from their comment is they will folland get back to meThey have not gotten back to me with their investigation to why they charge me at my current address when I did not give them permission to do soThey transfer/sold our identity to a different provider without informing usAs citizen, I have rightsFor these reasons, they had broken the confidentiality rulesNo wonder, business like Entrust Energy release our information without consent could cause other business to stole our identities I want to know why I was charged after I had already cancelled the account I want full refundsI want to be compensated for wasting my time to fight for my rightsI want the letter from Entrust Energy to state why we were not informed for transferring our name to another company after I had called and cancelled the accountThese questions are not answered yet Thanks, [redacted] Regards,

[redacted] enrolled with Entrust Energy on December 19, and participated in a 3rd party verification call where he acknowledged his rate plan cents per kWh, fixed for months, using 100% renewable energy We regret that he is not satisfied with his service but he is being billed the rate he enrolled under The fixed rate gives customers certainty during the term of the contract by guaranteeing the rate will not change, unlike PPL's rate which changes quarterly As a concession to [redacted] , if he wishes to cancel his service, we will waive the early termination fee of $that would otherwise apply

Entrust Energy regrets the delay in getting the requested information to the customer We have been in touch with the customer, provided the information, and our understanding is that the customer is satisfied with the response We apologize to the customer for the inconvenience she experienced

We have cancelled this account and returned the customer to utility service The change was effective February No early termination fee will be assessed Entrust is investigating this matter with the vendor and agents involved and will take appropriate action These agents did not act consistent with our training We apologize to the customer for this inconvenience

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 [Provide details of why you are not satisfied with this resolution.] Regards, I am implying that Entrust Energy charged me to my unauthorized address which is [redacted] after I cancelled itI will fax my bill when I get to the office this SundayWhy is Entrust Energy avoiding my previous questions?***

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 From: [redacted] Sent: Tuesday, May 26, 9:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] I got no respond from Revdex.comThat was why I asked about it on 5/21/I got no resolutions from Entrust EnergyPlz read back you message on 5/21/Sent from AOL Mobile Mail Regards,

[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 I would've said the same thing!

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 Thank you, [redacted]

Ms [redacted] ,Thank you for contacting us about your concern I have forwarded your complaint to our Operations and Customer Care teams to review your account and provide an explanation for why your service was not cancelled at the first address and transferred to the second address I will follow up with you once I have more information.Sincerely,Brandi [redacted] Director of Regulatory AffairsEntrust Energy, Inc

Dear Ms***,Thank you for contacting us about your concerns, and please accept my apology for the inconvenience I know this has caused you I have removed your cell phone number from the customer account that is not associated with you It may take a couple of days for your number to be removed from our dialer, but it should be removed shortly If you continue to receive calls next week, please email me at [redacted] and I will follow up with our Collections department on your behalf to find out why your number did not clear out of the dialer.Sincerely, [redacted] Entrust Energy, Inc

We have launched an internal investigation into this matter. We are also reaching out to the customer immediately to notify them of what has happened and next steps that we can assist with to help her prevent any potential identity theft. We will provide an update with results of our... internal investigation to you as soon as possible.

We regret the unfortunate circumstances that led to Mr. [redacted] complaint. Mr. [redacted] agreed to switch his account to Entrust under his spouse's name on August 20th, 2015 through Entrust’s D2D channel. Mr. [redacted] verified the agreement and contract details during the... verification call. Mr. [redacted] confirmed his understanding of the contract and pricing details, and did not have any questions regarding the transaction. Mr. [redacted] called into our IVR on multiple occasions, but abandoned calls while holding in our queue for a representative. We also searched our email archives and do not have anything in our records from Mr. [redacted] . His account dropped on September 8th and is no longer active with Entrust. We've made several attempts to contact Mr. [redacted] regarding his account. Unfortunately we have been unable to reach him. We regret that he did not reach out to us earlier to address his concern.

Unfortunately, there seems to be a misunderstanding about to whom this customer pays her gas bill [redacted] bills the customer for her gas supply costs from Entrust Energy She does and should continue to pay her gas bills to *** [redacted] would have been responsible for letting her know her payments were behind, and she should have been able to see that her payments were running behind by looking at her [redacted] gas bill The customer's account with Entrust Energy was cancelled effective May 5, Entrust sent a collections letter to the customer in mid-May, which was earlier than we should have sent it We regret that oversight The customer should continue making payments to ***, but if the gas supply charges owed to Entrust are not paid by late in June, [redacted] will turn over the responsibility for collecting those payments for gas supply to Entrust and Entrust will have to initiate collection activity with the customer Hopefully this clarifies the issue for the customer but please let us know if any other clarification is required

[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

Entrust Energy will provide the customer a refund for the difference paid to Entrust vswhat would have been paid to the utility during the period the account was enrolled with Entrust Although Entrust obtained authorization from a roommate, we accept that the customer, as the account holder, did not give his authorization A refund will be mailed to the customer within the next weeks and no early termination fee will be assessed

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 am still very unsatisfied with the customer service provided by this organization Yes, a manager called me back after listening to the calls and was sincerely apologetic However, the response sent to your office still is blaming me for the situation, and when the manager called me he was remorseful and held full responsibility for the issue I do not see such responsibility in the response, only blame This issue with customer service is by far the worse I have ever had, and my complaint is still valid Regards, [redacted] ***

Sent: Thursday, May 19, 8:AM Subject: RE: Houston Revdex.com Unresolved dispute [redacted] We looked into the customer’s account and saw that Customer Care reached out on May 4thAfter this conversation, it appears the customer was satisfied with the original resolution after we explained the process to himPlease find attached the call recordingIf you need anything else, please let me know Thanks so much, Jeanette Rivera Marketing and Communications Specialist [redacted] 713.936.2366office 713.338.2602fax entrustenergy.com

We
regret the unfortunate circumstances that led to Mr***’s complaintMr
*** agreed to switch his account to Entrust after talking with our
door-to-door representativeMr*** verified the agreement and contract
details during the verification call and seemed to have a
thorough
understanding of the contract and pricing detailsMr*** understood he had
federal business days to cancel his agreement without penalty and he did
so. Entrust cancelled the contract and no early termination fee was charged
We have reviewed acceptable sales tactics with the agent involved
and we thank Mr*** for bringing this matter to our attention

Dear Ms***,I apologize for the delayed responseWe are looking at your accounts but there is a discrepancy between what our systems are showing and what *** is showing that we are trying to resolveI will respond with additional information once I get some clarification from our staff and *** on the status of your accounts

Dear Sir/Madam,
This letter is being sent in response to the
abovementioned complaint filed by Ms*** ***Ms*** states that
Entrust charged her a return fee after she requested a refund on one of two
payments processedMs*** states her bill was paid on time and
not
declinedMs*** is requesting that the $return fee be waived
We have reviewed Ms***’s account and
determined the followingMs*** scheduled two payments online in the amount
of $Both payments were processed on June 5th, Ms*** called
into our Contact Center on June 8th, to request a refund for one of her
paymentsA refund request was submittedHowever, before the refund could be
processed, Ms***’s payment was disputed through a financial institution,
which resulted in a “Return Payment” and a $return fee to reflect on her
account
As a customer service gesture, we have applied
$in credits to Ms***’s accountOur management team also reached out
to Ms*** regarding her issue, and she was satisfied with the resolution
Sincerely,
*** ***
Compliance Analyst
Entrust Energy, Inc