Pizza Phone System

Dear Ms. [redacted],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]
[redacted]Entrust Energy, Inc.

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 it. I will fax my bill when I get to the office this Sunday. Why is Entrust Energy avoiding my previous questions?[redacted]

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 19.  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.

Entrust did send a collection letter to the customer for $82.52 which was an amount we believed had previously appeared on the customer's [redacted] bill but remained unpaid.  This was for March 2015 gas usage.  Upon investigation, we found that the amount had...

not previously been billed and due to an oversight by our billing vendor, Entrust had not been made aware of the problem.  As a concession to the customer, we will waive the $82.52 charge.   
We regret the error and apologize to the customer for sending the collection letter.

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.

[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.

Sent: Friday, August 05, 2016 2:45 PM Subject: Revdex.com Case #[redacted] Hello, It seems our response was closed before the 30-day period. We provided an answer on July 8, 2016. This is our current answer below that we would like to provide today: The account is currently under a CLOSED status and we...

haven’t received a transaction since February 2016. Can the customer please confirm the account # and address and provide us with the address? There have been cases where the account number and or the address have been different and thus we are unable to locate the correct account. Further, there are no charges on the account. If the customer is able to provide a copy of the latest invoice with Entrust charges, we can research further. Thank you, Jeanette [redacted] Marketing and Communications Specialist [redacted] 713.936.2366office 713.338.2602fax entrustenergy.com

[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]

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]

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.]I will accept that my service has been returned to my previous provider and that there have been no fees attached. I will NOT accept the terminology that implies I willingly transferred my service to Entrust. While that may be the effect that this encounter had, it was NOT "willing" on my part. I repeatedly told their representative I did NOT wish to enroll but only wanted additional information. Their representative assured me that they would only use my information to email me additional information. The next morning I found out that I had indeed been enrolled. If Entrust will state that I was enrolled without my consent I will accept that. That is the only other result that I desire. If they will not do so, then this is where my correspondence will end. I want it recorded that this whole process was done by deception, and not willingly on my part!Thank you for your help.   
Regards,
[redacted]

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.

We apologize to this customer for the less-than-satisfactory experience he had with our door-to-door agents.  We are following up with agents involved to investigate what was said and we will take corrective action with those agents.  The customer's enrollment has been cancelled and he...

will return to utility service.  No early termination fee will be assessed.  We appreciate the customer's feedback and will use this experience to help improve our agents' sales presentations.

We regret
the unfortunate circumstances that led to Ms. [redacted]’s complaint.  Ms.
[redacted] agreed to switch her account to Entrust after talking with our
door-to-door representative. Ms. [redacted] verified the agreement and contract
details during the verification call and seemed to have a...

thorough
understanding of the contract and pricing details. Ms. [redacted] understood she had
3 federal business days to cancel her agreement without penalty. Ms. [redacted]
recently submitted a copy of the welcome card she received from our door-to-door
representative. Based on the information Ms. [redacted] has provided, Entrust has
waived the $300.00 early termination penalty assessed to her account. We have
reviewed this information with the agent involved and addressed the situation.
We apologize for any inconvenience this may have caused Ms. [redacted] and thank her
for bringing this matter to our attention.

We apologize to this customer if he felt he was misled at the time of sale.  Our agents are trained not to guarantee savings.  We sold a product that had a fixed price for 18 months and it's impossible to know what [redacted]'s rates will do over that period of time.  The customer is...

getting the security of knowing his price will not be higher than the contracted amount over the term of the product.  As a concession to the customer, we are asking [redacted] to cancel the account with Entrust Energy and we will waive the early termination fee that would otherwise apply.

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].  [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, 2015.  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 [redacted], 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.

Sent: Thursday, May 19, 2016 8:30 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 4th. After this conversation, it appears the customer was satisfied with the original resolution after we explained the process to him. Please find attached the call recording. If you need anything else, please let me know.   Thanks so much,     Jeanette Rivera Marketing and Communications Specialist [redacted]
[redacted]
[redacted] 713.936.2366office 713.338.2602fax entrustenergy.com

We regret the unfortunate circumstances that led to Ms. [redacted]'s complaint. Ms. [redacted] originally contacted Entrust on January 9th to dispute the charges. Upon review of her account Ms. [redacted] was informed that we would be submitting the request to apply a credit to her account in...

the amount of the usage in dispute. Ms. [redacted] was informed we would monitor her account and reach out once the necessary updates were made. We received Ms. [redacted]'s complaint the following day. Entrust has applied credits in the amount of the charges that were disputed and she's satisfied the balance due on the account. Her account is now up to date and no longer in Collection status. We apologize for any inconvenience this may have caused Ms. [redacted] and hope her complaint was resolved to her satisfaction.