Pizza Phone System

[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 I greatly appreciate all involved to find an acceptable solution

The customer was enrolled with Entrust Energy on November 4, by a door-to-door agent selling for Entrust. The customer participated in a third party verification call and we have included a copy of that call with this response. Both gas and electric service was agreed to and
enrolled. We were not aware of any problem with the customer's account or with the customer's satisfaction with our service. We hope the tape of the call will remind the customer of her enrollment but if the customer would like to cancel service, she can call 888-521-and we will waive any early termination fee that would otherwise apply

From: Maricruz V*** Sent: Monday, December 07, 12:PM To: drteam Cc: Complaints Subject: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Dear Revdex.com, Please find our response to Ms*** *** complaint below: We regret the unfortunate
circumstances that led to Ms*** complaintWe have searched through all of our Enrollments and were unable to locate anything under Ms*** name or address. Unfortunately, we were unable to identify who the sales agent that visited Ms*** was as she was unable to identify the agent’s name and we had no record of an enrollmentHowever, we thank Ms*** for bringing this matter to our attention and will utilize this as a training opportunity for our sales agentsThank you, Maricruz V*** Compliance Analyst Entrust Energy

We spoke with the customer on 9/and offered to set her up on a payment plan to help with our system errorWe also let her know we are waiving all fees associated with the billing issueThe customer understood and accepted the offerFurthermore, we are working with the development team to
correct the issue so more customers will not be affected. Thank you!Lara ***

Dear Sir/Madam,
This letter is being sent in response to the abovementioned complaint filed by *** *** *** ***’ is in the process of transferring his service and power was not turned on for the requested date*** ***’ states this delayed his move in and resulted in
financial losses
Entrust has reviewed *** ***’ account and responds with the following information regarding his complaint:
*** *** contacted Entrust Energy on May 11th, to request a transfer of service to a new service addressHe requested a move in at the new location for June 1st, Entrust processed a move out for June 8th, 2015, per *** *** request, to his previous address and scheduled a move in for June 1st, Our agent generated an incorrect order type and then placed that order on hold, but failed to follow up with our operations team to resubmit the orderThis caused a delay in the review of the order being sent out to market*** *** contacted Entrust on the afternoon of June 1stThe customer care agent who spoke with *** *** during this time determined the order was not sent and submitted a request to have the order issued
In an effort to expedite *** *** move in, Entrust submitted a "safety net" to *** on June 1st to turn *** *** services onHowever, due to the size of the meter at *** *** address, *** rejected the requestOur customer care department attempted to notify *** *** of the issue, but was unable to reach himHe contacted Entrust the following day, June 2nd, where he was advised that because of the size of the meter at his home, *** could not turn the power on remotely and a technician would have to go to the home to manually turn the power onOur Call Center Manager also made multiple attempts in the following days to speak with *** *** regarding his issueHowever, he was unable to reach him and left voice messages to return our call
*** *** contacted Entrust on June 9th and was advised that we had updated his pricing planHe did not have further questions at the time
We apologize to *** *** for the issue he experienced with his move and are reviewing our processes to make improvements as we as revising our agent trainingWe send our sincere apologies to *** *** for the inconvenience this issue has caused him

[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.]
greatRevdex.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

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
We would like to keep the case open until it is fully resolved via reimbursement and corrective action, as the company's previous written and verbal intent of resolution of our dispute were not followed through after the previous Revdex.com case was closedAdditionally, nothing has been said to resolve the matter of the past due amount that is currently in collections status with Entrust
Regards,

Sent: Friday, July 28, 5:PM Subject: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business *** Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by MsC*** LemleyMsLemley states she was informed that Entrust would not
charge customer fees and her bill would be lowerShe states she requested to leave, but does not want to incur an early cancelation feeEntrust has performed an investigation into MsLemley’s complaint and provides the following information in responseMrLemley enrolled with Entrust on June 17, through our D2D channel. MsLemley verified the agreement and contract details during the verification callMsLemley confirmed her understanding of the contract and pricing details, and had no additional questions about the transactionMsLemley’s account became active on June 17thPrior to receiving MsLemley’s complaint, a supervisor attempted to reach her to address her concerns, after requesting to speak with a member of managementUnfortunately, we were unable to reach her and made another attempt to contact her after receiving her Revdex.com complaintWe also attempted to contact her the morning of July 28th, but were unable to reach herMsLemley contacted us the afternoon of the 28th to discuss her concernsWe feel that we were able to address MsLemley’s concerns during this interaction and come to an agreeable resolutionAttached you will find copies of MrLemley’s TPV and Welcome Kit*** Vasquez Customer Care Manager Entrust Energy, IncT: E: ***

Entrust agrees to allow the customer to use a payment plan in lieu of having the account sent to Collection. The customer can make payments of $per month starting in July until the balance is paid. If the customer makes these payments, Entrust will not submit the account to Collection. Customer should make payments by following the instructions contained in the letter she received from Entrust

Our records indicate that Ms*** contacted our call center to cancel services at *** *** *** and *** *** *** **ive on March 23rd. There are no requests for cancellation prior to this date. We submitted the cancellation requests to *** and were provided with Drop Request Tracking Numbers *** and ***. *** accepted one of the drop requests, which shows a termination date of May 5th. *** rejected the second cancellation request, even though the drop previously showed as successful, which caused the drop to miss the deadline for an April drop. A second cancellation request was sent for *** *** *** on April 14th.During this timeframe, Entrust was in the process of negotiating an agreement to sell its customer book to Spark Energy. Upon execution of the contract, Entrust was required to provide Spark with a list of active accounts for transition. Again, ***'s rules for enrollments and drops dictated when the active accounts would drop from Entrust and become active with Spark. It appears that *** *** *** was picked up and enrolled with Spark since it was still active at that time but pending a drop. Entrust's Terms of Service allow us to assign our accounts to other suppliers, and the transfer of your account was done in accordance with our agreement with Spark. However, it was sent to Spark with a pending drop notice and should have been dropped after the transition. We do not have access to Spark's systems and do not have the ability to make any changes to the account once it switched to Spark. We apologize for the confusion, but based on ***'s business rules, the account was acquired by Spark prior to completion of the drop. Ms*** will need to follow up with Spark to confirm cancellation of her *** *** *** account.Any additional charges incurred following Ms***'s request to drop were based on consumption charges used by the customer through the time when *** dropped the customer. Entrust has no control over when the accounts drop and any charges incurred are owed by the customer. The early termination penalty has been waived

*** *** *** *** *** *** **
*** *** *** ** *** *** *** *** *** *** *** *** *** Dear Sir/Madam, This letter is being sent in response to the abovementioned complaint filed by Mr*** SullivanMrSullivan states he was greeted by a sales agent
who did not provide all of the required information. MrSullivan was visited by a second sales representative who explained the product more in detail and was informed he could receive a $100-credit due to receiving his final bill for $from his previous provider which included an early cancelation fee Entrust has performed an investigation into MrSullivan’s complaint and provides the following information in responseMrSullivan enrolled with Entrust on June 13th, through our D2D channel. MrSullivan verified the agreement and contract details during the verification callMrSullivan confirmed his understanding of the contract and pricing details, and had no additional questions about the transactionMrSullivan also expressed an understanding that Entrust was not responsible for any cancelation fees from his previous providerMrSullivan’s account became active on June 14th At the moment, MrSullivan’s account is closed with Entrust EnergyWe will be reaching out to MrSullivan to discuss options for his accountWe thank MrSullivan for bringing this matter to our attention and look forward to speaking with him Attached you will find copies of MrSullivan’s TPV and Welcome KitMaricruz Vasquez Customer Care Manager

Thank you for contacting us about your billing issue. We have reviewed your account and confirmed that your most recent bills did have an incorrect contract expiration date. Our notes indicate you renewed your service in *** last year, which is why you were charged an early
termination penalty of $200.00. However, due to the incorrect contract expiration date, which resulted from a system error on our end, I have waived the early termination penalty from your account. Our billing team is mailing you a revised final bill showing the $credit as well as the remaining balance on your closed account of $307.34. Please contact our Collections team to make payment arrangements for the remaining balance. If you do not make payment arrangements and not payment is received for the balance, your account may be turned over to a collection agency. Our collections team can be contacted toll free at *** *** Sincerely, *** *** Director of Regulatory Affairs Entrust Energy

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. Please provide me a recording of this phone call.Regards,

We regret the unfortunate circumstances
that led to [redacted] complaint.  [redacted] had a bill due on July 6th
that became past due.  After giving her 10 day advance notice by mail that
her service could be disconnected for nonpayment, she was disconnected on July
22nd. Her...

reconnection was delayed after some back and forth with her bank as
to when the payment would be scheduled. 
An Entrust supervisor reached out to **.
[redacted] on July 30th, apologized for the experience she had, and
explained why her disconnection occurred.   Entrust waived disconnect
and reconnect fees as a concession to [redacted].  We understand her
concern but regret that she did not reach out to us earlier to address payment
on the account.

Sent: Thursday, April 30, 2015 2:03 PM To: drteam Cc: Complaints Subject: Complaint Response - Case #[redacted]   Dear [redacted],   Thank you for contacting us with your billing concerns.  We have attempted to contact you three times since receiving your Revdex.com complaint,...

but were not able to reach you and left a message. Our notes indicate that you called us on March 11th to set up a deferred payment plan (DPP) for your past due balance, which you agreed to pay in five installments starting with your March bill.  You also agreed for Entrust to place a switch hold on your account, which would prevent you from switching to another [redacted] while you were paying off your past due balance.  One of the charges on your most recent bill, dated April 9th, is an installment for the DPP you agreed to.  The $20.00 fee you referenced in your complaint is not for the meter test [redacted] performed on your premise.  The $20.00 fee is an excessive disconnection for non-payment fee, which is applied to your account monthly after generation of your third disconnection notice in a 12-month period.  This fee is disclosed and described in the [redacted] and [redacted] we sent you following enrollment.    At our request, [redacted] came to your home in March and tested your meter.  The test determined that your meter was working accurately and that your previous meter reads were correct.  [redacted] sends us your consumption and their “[redacted]” charges for your premise, which we pass on to you without markup.  We cannot over charge you for [redacted]’s charges, because what we bill you comes directly from them.  As for the remaining charges on your bill, our [redacted] and [redacted] disclose all of the charges and fees you may incur from Entrust, including fees for late payment and excessive disconnection notices due to late payment of your bill every month.   Due to your concerns about savings, once your DPP is paid in full, we will allow you to switch to another [redacted] without an early termination penalty.  You will need to pay your past due balance in order for us to remove the switch hold from your account, and you will be responsible for any consumption charges you incur between now and the time that your service ends with us.  We will send to you in a final invoice with the remaining energy charges after your service ends.   If you would like to discuss your bill and the charges, please contact Customer Care at ([redacted] or ([redacted].   Best regards, [redacted] Entrust Energy

[redacted] enrolled with Entrust Energy on December 19, 2014 and participated in a 3rd party verification call where he acknowledged his rate plan 10.69 cents per kWh, fixed for 12 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 $80 that would otherwise apply.

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, 2015 11:50 PM To: drteam Subject: Re: Complaint Id # [redacted]   Good evening,   My understanding from their comment is they will follow-up and get back to me. They 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 so. They transfer/sold our identity to a different provider without informing us. As citizen, I have rights. For these reasons, they had broken the confidentiality rules. No 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 refunds. I want to be compensated for wasting my time to fight for my rights. I 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 account. These questions are not answered yet.   Thanks,   [redacted]
Regards,

Entrust Energy  will provide the customer a refund for the difference paid to Entrust vs. what 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 2 weeks and no early termination fee will be assessed.

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.

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, 2015 9:41 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]    I got no respond from Revdex.com. That was why I asked about it on 5/21/15. I got no resolutions from Entrust Energy. Plz read back you message on 5/21/15. Sent from AOL Mobile Mail
Regards,