Public Power, LLC

Complaint:***
I am rejecting this response because:RE: Complaint #*** Thank you for your help with this matter. I will agree to accept the refund mentioned in Public Power's response and the fact that they will not retro it back to May is acceptable, even though I felt they should be penalized in some manner for "stringing" us along for so long.. If they adjust my rate as they indicated so many month's ago, this will be appreciated. Thank you, *** ** ***
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

April 14,
Customer Name: *** ***
Complaint
ID: ***
Subject: Initial Company Response
We acknowledge receipt of your
complaint with the RevDex.com on 4/4/and apologize to you for
any inconvenience that you may be experiencing at this time
Please accept this response as confirmation that we have
launched an investigation into your complaint and will make every effort to
resolve your complaint shortly
Sincerely,
Public Power Compliance

December 17, 2014*** ***
*** *** ***Revdex.com** *** *** ***
*** ** ***Re: *** ***, Case #***This letter is in response to the complaint filed by *** *** (“Customer”) with the Revdex.com back on April 4, and that Public Power originally responded to on May 14, Customer subsequently filed a rebuttal on May 22, that Public Power responded to on December 15, On December 16, 2014, Customer filed a rebuttal that stated: 1) Public Power is trying to coerce Customer into enrolling into another contract by offering a $courtesy credit; and 2) Customer will contact PURA to inform PURA of Public Power’s poor attempt to resolve Customer’s complaint.Customer’s rebuttal states that Public Power is trying to coerce Customer into enrolling into another contract by offering a $courtesy creditThat is incorrect The *** dictionary states the definition of coerce as “to make (someone) do something by using force or threats.” Public Power is neither forcing nor threatening Customer to re-enroll with Public PowerCustomer was appropriately charged for the plan that he enrolled in and Public Power properly provided Customer with a Renewal LetterAs a result, Customer is not due a refundAs a resolution for Customer dissatisfaction, Public Power offered Customer a $courtesy credit in conjunction with enrolled in a Fixed Rate with Public PowerPublic Power understands if Customer does not wish to reenroll with Public Power; Public Power is not coercing him to reenroll.Next, Customer’s rebuttal states that Customer will contact PURA to inform PURA of Public Power’s poor attempt to resolve Customer’s complaintThe majority of Customer’s complaint was regarding a general dissatisfaction with the state of the retail electricity market in Connecticut, specifically regarding a 72-hour switching timeline and the fact that rates that suppliers may charge are not regulated in the same manner as the rates that the utility may chargePublic Power has explained that it does not control the switching timeline, it merely submits the cancellation request to the utilitySupplier rates are not fully regulated and if Customer wishes to remain with the utility, whose rates are fully regulated, he is free to make that choiceI am not sure how Public Power can singularly address and adequately resolve Customer’s complaints regarding the general state of the retail electricity market in ConnecticutIf Customer can suggest how he believes Public Power can adequately resolve his complaints regarding the general state of the retail electricity market in Connecticut, Public Power would welcome Customer’s proposed resolution.I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at ***.com.Warmest Regards,
*** ***
***

October
28, 2015Submitted via web to:
*** ***Complaint
ConsultantRevDex.com** *** *** ** ***Re:
*** * ***, Case # ***Dear Ms
***:This letter is in
response to the complaint
filed with by *** * *** (“Customer”) on October 19, regarding
Public Power. In the complaint, Customer
states she received a letter stating Public Power’s supply rate was higher than
that of the utility. Customer also
states, such notice indicated she could cancel at any time without penaltyHowever,
when she called to cancel she was advised the notice was a misprint and there
was in fact a $fee if she canceled before the term ends. Customer is requesting the fee be waived as
per the notice she receivedIn an effort to resolve the complaint, I
attempted to get in touch with Customer on October 21, but Customer was
unavailable. I left a detailed voice
message apologizing for the confusion and advising Customer of Public Power’s
decision to honor the notice and not charge her account an early termination
fee. Records reflect Customer’s account was
submitted for cancelation on October 19, As per an update from the utility, Customer’s Public
Power service will end effective November 2, 2015.Public Power is committed to compliance and
customer satisfaction, and we sincerely hope this meaningfully responds to the
above complaint If you have any
questions, please do not hesitate to contact me by E-mail at [email protected]. Regards,Andre
T***Compliance
SpecialistTell us why here

Complaint: ***
I am rejecting this response because: *** ***, as *** for Public Power, continues to ignore my main complaint which was: Why did my generation rate, after the so called polar vortex, not drop down to it's rate as evidenced by their quotes in May or June, once the spike was over?
Her answer is in paragraph four: "Public Power made a decision not to pass on the true cost of electricity to variable rate customers Instead Public Power spread the cost of the electricity consumed during the polar vortex over several months." And overcharged hundreds or thousands of people.Does Ms ***'s version of "several months" extend to eight months and $of overcharges? Public Power chose to overcharge a whole class of variable rate customers Or was there a mistake which should have been corrected? Instead the company stonewalled and refused to return phone calls and emails
It's nice to know that Public Power's customer care manager will get a slap on the wrist for his dedication to company policy.Ms *** now admits that we were never offered a fixed rate back in But she says that I was able to call and ask for one If I didn't even know that there was a fixed rate available how would I know to call? Another convenient distortion of fact!Regarding the *** ad on email recently which ms *** claims to be unaware of, Public Power is offering a rate of fixed *** rate is 12.629" Again misleading because *** has been charging and all yearPer ***: "Public Power rewards customers in a powerful way! Money off your bill We reward loyalty." In the last paragraph she states that it takes one to two billing cycles for a new rate to take effect My July agreement took four months - July to November to resetAgain I was not advised of any such delay I expected August to reflect the new rate! To reiterate - my eight month overcharge was $ So much for loyalty and their implied promise to save you money.I would expect that any reasonably intelligent person reviewing my complaint would agree that a refund was due Thank you for your time and for your help.*** ***

March 9, *** ***
Calibri;">Manager, Marketplace Operations Revdex.com South Turnpike Road Wallingford, CT 06492-Re: *** *** *** ** *** Dear Ms***: This letter is in response to the complaint filed by *** *** (“Customer”) on March 3, regarding Public Power, LLC (“Public Power”). Customer’s complaint states that she did not consent to have her accounts auto-renewed into subsequent fixed rate contracts because she terminated at the appropriate time. Customer would like to be released from her contracts without penaltyCustomer originally enrolled two accounts with Public Power on April 3, 2015, each into a 6-month fixed rate contract. Public Power’s Terms & Conditions, which the Customer agreed to at the time of her enrollment, state that Public Power will notify the Customer prior to the end of her fixed rate term and provide her with the terms of her renewal contract. If the Customer does wish to automatically renew on these terms, she would need to contact Public Power prior to her renewal date On September 8, 2015, Public Power sent the Customer renewal letters that stated that Customer’s contract would auto-renew into a fixed rate of cents per kWh for months, and that if Customer did not want the contracts to auto-renew, she needed to contact Public Power by October 21, Please see Attachment A Customer contacted Public Power on September 25, and the Public Power representative provided Customer with several different alternatives to the rate offered on her auto-renewal letter, such as a 12-month fixed rate for cents per kWh or a 15-month fixed rate for cents per kWh. Customer stated that she wanted to look around before affirmatively selecting one of Public Power’s offers Customer did not contact Public Power again until March 3, where she stated that she did not remember receiving the renewal letters dated September 8, that had prompted her to contact Public Power on September 25, Public Power does not have any record of Customer terminating her contract and it will be unable to release her from her contracts without penalty. I sincerely hope this meaningfully responds to the above inquiry. If you have any questions, please do not hesitate to contact me by email at [email protected],
Martine T*** Counsel

Complaint: ***
I am rejecting this response because: I never received that letter of renewal
That address is not valid, all my mail is received at *** *** ** ***
Also the variable rate that they assigned me is higher than the rates of all the electric providers in my area, I still say the rate is for people who don,t look at their bills
Sincerely,
*** ***

February 1, 2015*** ***Manager, Marketplace OperationsRevdex.com** *** *** *** *** ** ***Re: *** ***, Case # ***Dear *** ***:This letter is in response to the complaint that *** *** (“Customer”) filed with the RevDex.com on January 24, and sent to Public Power on January 28, Customer’s complaint states that: 1) Customer agreed to a 6-month Fixed Rate contract that would automatically renew at a subsequent Fixed Rate unless Public Power received prior notice; 2) Customer contacted Public Power on the day her contract was set to expire, requested cancellation and stated that she did not wish to be automatically renewed; 3) Customer was assessed an early termination fee and believes that she is the victim of a scam.Customer is not the victim of a scam Customer was sent the Renewal Letter shown in Attachment Customer’s Renewal Letter stated that her account would be automatically renewed in a subsequent Fixed Rate and that “if for any reason you do not want your account to be automatically renewed…please contact us at *** before 12/06/2014.” Customer did not contact Public Power until December 11, 2014, at which point her account had already been auto-renewed into a subsequent Fixed Rate Customer was properly charged an early termination fee because she did not contact Public Power to cancel before December 6, 2014, as instructed in her Renewal Letter.I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at*** *** or by email at ***Warmest regards,*** ***Counsel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Many thanks Revdex.com for using your influence in helping me with this matter. I received a check from Public Power a few days ago. I hope my bad experience with them leads to some necessary changes in their customer service area
Sincerely,
*** ***

August 4,
*** ***
Manager, Marketplace Operations
Revdex.com
** *** *** ***
*** ** ***
Re: *** * ***, Case # ***
Dear *** ***:
This letter is in
response to the complaint that *** * *** (“Customer”) filed with the Revdex.com on August 2, Customer’s complaint states that: 1) At one time Public Power promoted rates that were lower than *** ***, however, Public Power’s current rates are higher than *** ***; 2) Customer was not informed that her rate was based on demand; and 3) Customer’s bills for the last two months have been high
Our records indicate that Customer originally enrolled with Positive Energy/ResCom on December 16, and selected a Variable Rate plan In December 2011, Public Power notified Customer that it had purchased her account from Positive Energy/ResCom, and began to provide her with electricity supply service
First, Customer’s complaint states that at one time Public Power promoted rates that were lower than *** ***, however, Public Power’s current rates are higher than *** *** Public Power strives to offer customers affordable energy, but does not guarantee savings as compared to another electricity productThe prices of the utility’s standard offer service, as well as the prices of competitors are constantly fluctuating In any given month, Public Power’s rates may be higher or lower than the rates offered by another company While Public Power may be able to document savings to the utility’s standard offer at a particular snapshot in time, it cannot offer a general guarantee of savings.
Next, Customer’s complaint states that she was not informed that her rate was based on demand Customer enrolled in a Variable Rate plan Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time and the ability to take advantage of short-term price fluctuations In contrast, “demand” generally refers to the amount of energy that a customer uses during a particular time of day For example, Peak Demand from the hours of p.mto p.mon weekdays Public Power does not charge a premium for Peak Demand hours Customer’s Variable Rate may change from month-to-month based on market conditions If the market price for electricity increases, Public Power’s Variable Rate may also increase.
Finally, Customer’s complaint states that her bills for the last two months have been high Customer’s bills for the last two months have been higher, because Customer’s usage for the last two months has been higher For example, Customer’s usage during her May billing cycle was kWh However, Customer’s usage in June was 1,kWh and in July it was 1,kWh Customer’s July usage represented a 134% increase over her May usage If Customer believes that her usage is incorrect, she can contact her utility to inspect her meter The utility performs meter readings and maintains customer meters
I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at ***
Warmest Regards
*** ***
Counsel

From: *** *** *** Sent: Friday, September 25, 9:AM To: *** *** *** *** Subject: requesting extension: PPU *** *** *** *** *** *** DUE Hello Ms***, I’m requesting an extension on
claim# ***. I have been working with my enrollment department to research and resolve the customer’s issue. The enrollment department have contacted the utility for further research and we’re expecting a follow up from the utility today Thanks,

April 20, 2015Via web *** ***Manager, Marketplace OperationsRevdex.com** *** *** ***
*** ** ***Re: *** ***, Case # ***Dear Ms***:This letter is in response to the complaint *** *** (“Customer”) filed
with the Revdex.com on April 2, and received on April 7, Customer’s states that he has not received his anniversary reward, and contacted Public Power on several occasions to obtain an answer.Public Power sincerely apologizes for Customer’s less than optimal customer experience As an immediate solution, on April 15, 2015, we issued and mailed to Customer check # *** via *** certified mail in the amount of $ Please note that the anniversary reward is a refund of your total energy supply costs for your 12th bill, up to a maximum of $ Customer’s total energy supply costs were $36.93.If you should have any questions, please do not hesitate to contact me by e-mail at ***Kind Regards, *** ***Compliance Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

February 1, 2015*** ***
*** *** ***
*** *** ***
** *** *** ***
*** ** ***Re: *** ** *** *** * ***Dear *** ***:This letter is in response to the complaint that *** ** *** (“Customer”) filed with the
Revdex.com on January 26, and sent to Public Power on January 28, Customer’s complaint states: 1) Customer cancelled at the appropriate time to prevent his contract from auto-renewing to a subsequent Fixed Rate however, Customer was charged an early termination fee; and 2) Customer would like to have the early termination fee removed.Customer did cancel at the appropriate time and therefore should not have been assessed an early termination fee I have removed Customer’s early termination fee and I apologize for the inconvenience.I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at *** *** or by email at ***
Warmest regards,*** ***
***

May 28, 2015Submitted via web to:***Maureen ***, Complaint ConsultantRevdex.com** *** *** ***
*** ** ***Re: *** ** ***, Case #***Dear Ms***:This letter is in response to the rebuttal filed with by *** *** (“Customer”) on May 26, In the rebuttal, Customer continues to dispute her supply charges for the last three months and states no refund has been offered by Public Power.As stated in our initial response, the utility investigated the Customer’s disputed charges, and provided Public Power with an updateThe utility confirmed that the charges in question were due to its error on its part, and all charges from February relating to Public Power have been cancelled Customer’s account will be rebilled to exclude Public Power chargesTo confirm, from February onward Customer will have no billing charges from Public Power.I sincerely hope this addresses the complaint to the Customer’s satisfactionIf you should have any questions, please do not hesitate to contact me by e-mail at ***Sincerely,*** ***Compliance Coordinator

January 9, 2014*** ***
*** *** ***Revdex.com** *** *** ***
*** ** ***Re: *** ***, Case # ***Dear Ms***:This letter is in response to the complaint that *** *** (“Customer”) filed with the Revdex.com
on January 7, Customer’s complaint states that: 1) Customer did not receive two Renewal Letters informing Customer that Customer’s Fixed Rate was ending; 2) Customer’s Fixed Rate defaulted to a Variable Rate at the end of his Fixed Rate term; 3) Customer requests a refund of $336.46; and 4) Customer states that Public Power’s Customer Care failed to return calls in a timely fashion.Customer’s complaint states that Customer did not receive two Renewal Letters informing Customer that Customer’s Fixed Rate was ending Customer’s complaint also states that Public Power’s Customer Care was only able to provide Customer with an exact PDF copy of one renewal letter sent to him and his contract required two renewal letters It is Public Power’s standard practice to send two renewal letters to Pennsylvania customers However, because Public Power could not provide customer with the exact PDF copy of his second renewal letter, it will provide Customer with a courtesy refund of the difference between the amount he would have paid on his prior Fixed Rate and the amount that he did pay on the Variable Rate Public Power has calculated Customer’s refund at $326.12, however, it is happy to review Customer’s calculations.Customer’s complaint states that Public Power’s Customer Care failed to return calls in a timely fashion I do see that Customer had several conversations with Public Power representatives and that Customer asked to receive a call back from a supervisor I apologize that Customer felt that she did not receive a call back from a supervisor in a timely manner.I sincerely hope this meaningfully responses to the above complaints If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at***.Warmest regards,*** ***
***

April 21,
",sans-serif>Submitted via web to:
bluecomplaints.Revdex.com.org/Complaints
[redacted]
Manager,
Market Place Operations
RevDex.com
[redacted]
[redacted]
Re:
[redacted] [redacted]
Dear
[redacted]
This
letter is in response to the complaint filed by [redacted] [redacted] ("Complainant")
on behalf of [redacted] ("Customer") of [redacted] and received by Public Power on April 15, 2016. The Complainant disputes Customer's early
termination fee ("ETF") of $643.89.
Complainant alleges when she called Public Power she was told the ETF
would be approximately $and requests Public Power honor this ETF amount
Public Power records reflect on February 4, Complainant
enrolled Customer's small commercial electric account in a 24-month fixed rate
plan. Complainant completed a third
party verification call confirming Customer's enrollment and agreement to all
material contract termsSpecifically during
the TPV Complainant is advised of the charges associated with terminating
services prior to the end of the fixed term
Public Power's
call log records do not reflect Complainant's alleged conversation detailing a
$ETF. Public Power's call log records
reflect that on January 7, 2016, Complainant called to inquire if Public Power
could match a rate quote she had received with another supplierComplainant was advised Customer's account
would be subject to an ETF if cancelled prior to the fixed term end and in
response Complainant stated she would fulfill the fixed term contractPublic Power
spoke with Customer again on March 28, and agreed that Customer's ETF
would be waived if Customer reenrolled and completed the agreed fixed term
contract. Complainant reenrolled
Customer's account on March 28, and as agreed Public Power has waived
Customer's ETFI sincerely hope this meaningfully responds to
the above complaint. However if you have
any questions, please do not hesitate to contact me by email at [redacted]Sincerely,
Michelle R[redacted], Compliance Supervisor

March 8,
"">[redacted] Manager, Marketplace Operations Revdex.com South Turnpike Road Wallingford, CT 06492-Re: [redacted] Dear Ms[redacted]: This letter is in response to the complaint filed by [redacted] ("Customer") on March 7, regarding Public Power, LLC ("Public Power"). Customer's complaint states that she enrolled in a variable rate for her natural gas, but her variable rate has not changed. Customer is requesting a refundCustomer enrolled in a variable rate plan that may vary from month-to-month and can be canceled at any time without penalty. If at any time Customer was dissatisfied with her variable rate, she had the opportunity to cancel without penalty. Customer was appropriately charged according to the terms of the variable rate contract that she enrolled in and therefore she is not due a refund. If Customer would like to switch to a fixed rate plan, I can currently offer a 12-month fixed rate at $per therm for 12-months. This plan has an early termination fee of $50. If Customer enrolls in this fixed rate plan, I would be happy to offer customer a courtesy credit of $75. I sincerely hope this meaningfully responds to the above inquiry. If you have any questions, please do not hesitate to contact me by email at [redacted] Sincerely,
Martine T[redacted] Counsel

November 13, 2014[redacted]Revdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]:This letter is in response to the complaint that [redacted]...

[redacted] (“Customer”) filed with the Revdex.com on November 10, 2014 and was sent to Public Power on November 11, 2014.  Customer’s complaint states that: 1) Public Power’s rate increased in March 2014; 2) Public Power refused to lower Customer’s rate despite offering a rate of 10.99 to new and existing customers; 3) Customer has been waiting for a call from a manager to discuss a $220 overcharge; and 4) Public Power is “obviously” using bait and switch tactics. First, Customer’s complaint states that Public Power’s rate increased in March 2014.  Customer chose to enroll in a Variable Rate plan.  Public Power offers both Variable Rates and Fixed Rates.  Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors, and are best for consumers seeking the flexibility to cancel at any time and the ability to take advantage of short-term price fluctuations.  Fixed Rates remain set for the agreed-upon term and are best for consumers seeking price-certainty.  Public Power’s rate increased because Customer chose a Variable Rate, and the Variable Rate increased.  Public Power encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.Next, Customer’s complaint states that Public Power refused to lower Customer’s rate despite offering a rate of 10.99 to new and existing customers.  This is incorrect.  Public Power’s records indicate that Customer elected to enroll in a Fixed Rate product on July 29, 2014.  It takes one to two billing cycles to begin service with Public Power, end service with Public Power and switch to a different rate with Public Power.  This timeline is based on Customer’s meter read date and utility switching practices.  Therefore, Customer’s Fixed Rate should have gone into effect in one to two bill cycles after his enrollment in a Fixed Rate.  Customer’s first bill cycle after his enrollment was August 13, 2014 – September 11, 2014 and Customer’s second bill cycle was September 12, 2014 – October 9, 2014.  As a result, Customer should receive his Fixed Rate of 10.99 on his October-November bill cycle.  If Customer does not receive his Fixed Rate of 10.99 on his October-November bill cycle, Public Power will reimburse Customer for this bill cycle.  Customer’s bill is expected to post by the beginning of next week.  I can check to make sure that Customer has received the 10.99 Fixed Rate, if he has not, I will submit a reimbursement for the difference between the Variable Rate that he was charged and the 10.99 Fixed Rate that he enrolled in for his October-November bill cycle.Next, Customer’s complaint states that Customer has been waiting for a call from a manager to discuss a $220 overcharge.  Public Power’s records indicate that on October 15th Customer asked to receive a call when his Fixed Rate had gone into effect.  Unfortunately, Public Power cannot verify that a Fixed Rate has gone into effect with Customer’s utility until it receives billing data back from Customer’s utility [redacted].  As of today, it seems likely that Customer’s Fixed Rate went into effect on his October-November bill cycle, but Public Power will not be able to verify until it receives billing information back from Customer’s utility [redacted], which will likely be next week.  I am happy to inform Customer by sending an email at [redacted] to confirm the date that his Fixed Rate became effective.  Customer could also learn this information by contacting [redacted].  Regarding Customer’s alleged $220 in overcharges, I do not see evidence of an overcharge.  Customer had previously enrolled in a Variable Rate and therefore was appropriately charged for a Variable Rate.  Customer then elected to enroll in a Fixed Rate on July 29, 2014, and was informed that it takes one-to-two billing cycles for a rate change to take effect.  I am happy to review any evidence that Customer has indicating that Customer has not been charged according to the Terms & Conditions of his Agreement. Finally, Customer’s complaint states that Public Power is “obviously” using bait and switch tactics.  This is incorrect.  Customer originally enrolled in a Variable Rate plan.  Customer chose to enroll in a Fixed Rate plan on July 29, 2014.  It takes one to two billing cycles for a rate change to take effect.  Customer should receive his Fixed Rate of 10.99 on his October-November bill cycle.  If Customer does not receive a Fixed Rate on his October-November bill cycle, he will receive a reimbursement.I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at ###-###-#### or by email at [redacted].Warmest Regards[redacted]