Public Power, LLC

October 28, 2014
[redacted]
Revdex.com
[redacted]
Re: [redacted]
Dear Ms. [redacted]:
This letter is in response to the complaint that [redacted]...

[redacted] (“Customer”) filed with the Revdex.com on October 25, 2014 and was sent to Public Power on October 28, 2014.  Customer’s complaint states that: 1) Public Power promised to deliver service at a lower price; 2) Public Power promised to notify Customer of any changes in his rate; 3) Customer was not notified of a change in his rate; 4) Customer has repeatedly called Public Power and Public Power has refused to cooperate; and 5) Customer would like a refund. 
First, Customer’s complaint states that Public Power promised to deliver service at a lower price.  Public Power does not offer a general guarantee savings as compared to another electricity product. The 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 Public Power promised to notify Customer of any changes in his rate and that Customer was not notified of a change in his rate.  Customer enrolled in a Variable Rate product.  Variable Rates may fluctuate from month-to-month based on market conditions and company operating factors.  Public Power does not notify customers that are enrolled in Variable Rate offers of the monthly fluctuations in their rate, as this is inherent in the definition of a Variable Rate.  Public Power also offers Fixed Rates.  Fixed Rates remain set for the agreed-upon term and are best for consumers seeking price-certainty.  Public Power does send out notifications prior to any change in a Fixed Rate (at the end of the Fixed Rate term), so perhaps Customer is thinking of this rate product.  If Customer is interested in switching to a Fixed Rate product, our Customer Care team would be happy to help.
Customer’s complaint also states that Customer has repeatedly called Public Power and Public Power has refused to cooperate.  Public Power’s standard business practice is to notate a customer’s account each time that he/she contacts Public Power’s Customer Care.  Our records indicate that Customer has never contacted Public Power’s Customer Care.  Is Customer contacting the correct company?  Public Power’s Customer Cr is ###-###-####.
Finally, Customer’s complaint states that he would like a refund.  Customer has been appropriately charged for the Variable Rate plan that he selected.  As a resolution for customer dissatisfaction, Public Power can offer the Customer a one-time courtesy credit of $25 in conjunction with enrolling in a Fixed Rate.  This credit is offered for customer satisfaction purposes and is not meant to compensate customers for selecting a Variable Rate plan.  
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]
Counsel

February 20, 2015[redacted]Manager, Marketplace OperationsRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]On January 28, 2015, [redacted] (“Customer”) filed a complaint with the Revdex.com that Public Power responded to on February 1, 2015.  On February 10, 2015, Customer filed a rebuttal that states that Customer would like Public Power to provide the Renewal Letter that indicated the Customer was required to cancel by or before December 6, 2014.Provided in my previous response dated February 1, 2015 and also provided again in Attachment 1, please find Customer’s Renewal Letter dated November 11, 2014.  Customer’s Renewal Letter states that Customer’s account will 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 [redacted] 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.I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted]Warmest regards,[redacted]Counsel

March 9, 2016 [redacted] Manager, Marketplace Operations Revdex.com 94 South Turnpike Road Wallingford, CT 06492-4322 Re:           [redacted] Dear Ms. [redacted]: This letter is in response to the complaint filed...

by [redacted] (“Customer”) on March 3, 2016 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 penalty. Customer 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 9.99 cents per kWh for 12 months, and that if Customer did not want the contracts to auto-renew, she needed to contact Public Power by October 21, 2015.  Please see Attachment A.   Customer contacted Public Power on September 25, 2015 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 9.99 cents per kWh or a 15-month fixed rate for 8.99 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, 2015 where she stated that she did not remember receiving the renewal letters dated September 8, 2015 that had prompted her to contact Public Power on September 25, 2015. 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]. Sincerely, Martine T[redacted] Counsel

May 8, 2016Submitted via web to: bluecomplaints.Revdex.com.org/Complaints[redacted]Manager, Marketplace OperationsRevdex.com94 South Turnpike RoadWallingford, CT 06492-4322Re: [redacted]...

[redacted]Dear [redacted]This letter is in response to the complaint filed by [redacted] (“Customer”) on April 26, 2016 regarding Public Power.  In his complaint the Customer states that he received an invoice for a $50 early termination fee (“ETF”) in error and is concerned that other customers may have erroneously received a similar ETF notice. Customer was enrolled in a fixed rate plan that expired on November 30, 2015.  Customer received an ETF noticed because he cancelled his service with Public Power effective November 3, 2015, before the end of his fixed rate term and therefore was properly subject to a $50 ETF.  When Customer contacted Public Power’s Customer Care on April 26, 2016 he stated that was told that he would not be subject to an ETF if he cancelled within 30 days before the end of his term.  In response to the Customer’s complaint, the Public Power representative stated that he would make sure that Public Power waived Customer’s ETF.  The Public Power representative also explained to Customer that the issue he was experiencing was not widespread, but was specific to the contract term that he had enrolled in.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

September 29, 2015Submitted via web to: [redacted]Manager, Market Place OperationsRevdex.com[redacted]
[redacted]Re: [redacted], Case # [redacted]Dear Ms. [redacted]:This letter is in response to the complaint filed by [redacted]...

[redacted] (“Customer”) on September 21, 2015 regarding Public Power.  In the complaint Customer states her enrollment documentation details her early termination fee (“ETF”) as $50 but Public Power charged an ETF in the amount of $166.92. Customer requests that her ETF be changed to $50.In an effort to resolve Customer’s concerns, Public Power contacted the Customer on September 24, 2015. As the Customer was unavailable a detailed message was left with direct contact details.Public Power offers its sincere apologies for any inconvenience that may have been caused and confirms the early termination fee has been adjusted to $50 for each of Customer’s accounts.I 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 Coordinator

January 24, 2015
[redacted]Revdex.com[redacted]
[redacted]
Re: [redacted], Case #[redacted]
Dear Ms. [redacted]:This letter is in response to the complaint that[redacted]...

[redacted] (“Customer”) filed with the Revdex.com on January 15, 2015.  Customer’s complaint states that: 1) Public Power confirmed that it had received Customer’s completed contract for a Fixed Rate of 8.99 cents per kWh for 9 months on July 14, 2014, however, Customer’s Fixed Rate never went into effect; and 2) Customer would like to receive the Fixed Rate she contracted for as well as a refund back to May 2014.First, Customer’s complaint states that Customer’s completed contract for a Fixed Rate of 8.99 cents per kWh for 9 months on July 14, 2014, however, it never went into effect.  I apologize that Customer’s Fixed Rate has taken so long to go into effect.  Customer’s Fixed Rate is expected to be in effect on Customer’s next bill cycle, which begins around February 1, 2015.Next, Customer’s complaint states that Customer would like to receive the Fixed Rate she contracted for as well as a refund back to May 2014.  Customer will receive the Fixed Rate that she contracted for and is expected to begin receiving this rate on her next billing cycle, which begins around February 1, 2015.  Public Power did not have Customer’s completed contract until July 14, 2014.  As it takes one-to-two billing cycles to apply a Fixed Rate, Customer has previously been refunded for her 9/29/14 – 10/27/14 billing cycle and will also be refunded for all the billing cycles until her Fixed Rate is applied.  Customer will not be refunded back to May 2014, as Public Power did not receive Customer’s Fixed Rate contract until July 2014 and it takes one-to-two billing cycles to apply a Fixed Rate. 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]
[redacted]

November 25, 2014[redacted]
[redacted]Revdex.com[redacted]
[redacted]Re: [redacted], Case # [redacted]Dear [redacted]:On November 10, 2014, [redacted] (“Customer”) filed a complaint with the Revdex.com that Public Power received on November 11, 2014.  Public Power provided a response to Customer’s complaint on November 13, 2014 and on November 14, 2014 Customer submitted a rebuttal.  This letter is in response to Customer’s November 14th rebuttal.  Customer’s rebuttal states that: 1) Customer was not offered a Fixed Rate; 2) Customer states that my previous response stated the “the company encourages customers to select a fixed rate”; 3) Customer questions why Public Power’s Variable Rate increased in March and did not decrease in May or June, when its Fixed Rate offerings were 9.99 and 10.99 cents per kWh; 4) [redacted]’s rates did not spike during the polar vortex; 5) Customer viewed an advertisement from [redacted] indicating that [redacted]’s current rate is 12.629 and finds this advertisement to be misleading; and 6) Customer is disappointed that he did not receive return phone calls from Public Power’s Customer Care.First, Customer’s rebuttal states that Customer was not offered a Fixed Rate.  The broker that referred Customer to Public Power was primarily marketing a Variable Rate product at the time of Customer’s enrollment in late 2012.  However, if at any time Customer was dissatisfied with his Variable Rate, or simply wished to lock in price certainty, Customer could have contacted Public Power to switch to a Fixed Rate.Next, Customer’s rebuttal Customer states that my previous response stated the “the company encourages customers to select a fixed rate.”  This is an oversimplification of my response.  Public Power does not encourage all customers to select a Fixed Rate, because a Fixed Rate product may not be best for all customers.  For example, a Fixed Rate product may not be best for consumers that wish to have a short-term contract, or want the freedom to cancel without an early termination fee.  However, Public Power encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.Customer questions why Public Power’s Variable Rate increased in March and did not decrease in May or June, when its Fixed Rate offerings were 9.99 and 10.99 cents per kWh.  During the Polar Vortex 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.  Customer’s rebuttal questions why [redacted]’s rates did not spike during the polar vortex.  [redacted] purchases electricity in advance, similar to how Public Power purchases electricity for its Fixed Rate customers.  [redacted]’s rates will increase due to constraints that increased electricity prices during the polar vortex, but much after the fact.  [redacted]’s rate will increase from 9.96 per kWh to 12.45 per kWh on January 1, 2015. Customer’s rebuttal states that Customer viewed an advertisement from [redacted] indicating that [redacted]’s current rate is 12.629 and finds this advertisement to be misleading.  I am unaware of this advertisement, and would be very interested in viewing this advertisement and addressing any issues directly with the broker, [redacted].  If Customer can please provide the advertisement that he is referring to that would be very helpful in addressing Customer’s concerns.Finally, Customer’s rebuttal Customer is disappointed that he did not receive return phone calls from Public Power’s Customer Care.  I am very sorry that this occurred and will send a message to the manager of Public Power’s Customer Care center that Public Power’s call center representatives made commitments for return phone calls that did not materialize.  I apologize for Customer’s disappointment with his Customer Care experience. To follow-up on a concern from Customer’s initial complaint, Customer’s Fixed Rate was applied to his 10/10/14 – 11/11/14 billing cycle, in line with the one-to-two billing cycle timeline that he was quoted when he enrolled in his Fixed Rate in late July 2014. 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]
[redacted]

February 11, 2015[redacted]Manager, Marketplace OperationsRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]This letter is in response to the complaint that[redacted] (“Customer”) filed with the Revdex.com on...

February 11, 2015.  Customer’s complaint states that: 1) Customer did not authorize enrollment with Public Power; 2) Customer did not authorize the switch from a Fixed Rate to a Variable Rate; and 3) Customer would like to be re-rated back his prior Fixed Rate.Customer’s complaint states that Customer did not authorize enrollment with Public Power.  Customer enrolled in a 6-month Fixed Rate term with [redacted] Services (“[redacted]”) on September 24, 2012.  On April 7, 2014 Customer was sent the Notice of Assignment provided in Attachment 1 indicating that his contract had been assigned to Public Power.  Customer’s Agreement with [redacted] allowed for his contract to be assigned to another supplier and Customer was appropriately made aware of this assignment.  As a result, Customer’s enrollment with Public Power was proper.Next, Customer’s complaint states that Customer did not authorize the switch from a Fixed Rate to a Variable Rate.  This is incorrect.  In the Agreement that Customer entered into at the time of his enrollment with [redacted], Customer gave his consent to be switched from a Fixed Rate to a Variable Rate.  Customer’s Agreement with [redacted] stated that at the end of Customer’s Fixed Rate, his contract would default to a Variable Rate on a month-to-month agreement (“Upon completion of the Initial Term, this Agreement will automatically renew on a month-to-month basis with no early cancellation fee. While taking service on a month-to-month basis, [redacted] will charge you for all electricity billed by [redacted] at a variable rate per kWh…”).  When Customer’s account was transferred from [redacted] to Public Power, his account was being served at a Variable Rate.Finally, Customer’s complaint states that Customer would like to be re-rated back to his prior Fixed Rate.  Customer has been appropriately charged in accordance with his Agreement, and therefore is not due a refund.  Customer’s Agreement with [redacted] indicated that after her Fixed Rate term ended, Customer’s contract would continue on a Variable Rate.  When Public Power assumed Customer’s contract it continued to honor his original contract terms with [redacted].I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted].Warmest regards,[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] (“Customer”) filed with the Better...

Business Bureau 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  When I received the response by [redacted] at Public Power, I contacted the broker at [redacted] Ext [redacted].  She informed me she thought a request was sent, but she could not provide me with the documentation of when and to whom it was submitted.  Her supervisor, [redacted]. was also supposed to contact me to discuss, but I never received a call from him.  When I finally spoke to him today, he informed me he never received a note from [redacted] to contact me. Since then, [redacted] did call me back on a conference call with [redacted].  I provided her the information in [redacted] reply.  She asked me to forward a copy to her, so she could verify the information.  [redacted] also said she would provide me with confirmation of the cancellation, so it looks like everything will be taken care of.Just think it's sad that it took filing a complaint with the Revdex.com to get this situation resolved, but then again, very glad to have the Revdex.com help remedy this situation.
Sincerely,
[redacted] Director of Quality Assurance[redacted]

February 11, 2015[redacted]Manager, Marketplace OperationsRevdex.com[redacted]Re: [redacted], Case # [redacted]Dear [redacted]This letter is in response to the complaint that[redacted]...

(“Customer”) filed with the Revdex.com on February 11, 2015.  Customer’s complaint states that: 1) Customer did not authorize enrollment with Public Power; 2) Customer did not authorize the switch from a Fixed Rate to a Variable Rate; and 3) Customer would like to be re-rated back his prior Fixed Rate.Customer’s complaint states that Customer did not authorize enrollment with Public Power.  Customer enrolled in a 6-month Fixed Rate term with [redacted] Services (“[redacted]”) on September 24, 2012.  On April 7, 2014 Customer was sent the Notice of Assignment provided in Attachment 1 indicating that his contract had been assigned to Public Power.  Customer’s Agreement with [redacted] allowed for his contract to be assigned to another supplier and Customer was appropriately made aware of this assignment.  As a result, Customer’s enrollment with Public Power was proper.Next, Customer’s complaint states that Customer did not authorize the switch from a Fixed Rate to a Variable Rate.  This is incorrect.  In the Agreement that Customer entered into at the time of his enrollment with [redacted], Customer gave his consent to be switched from a Fixed Rate to a Variable Rate.  Customer’s Agreement with [redacted] stated that at the end of Customer’s Fixed Rate, his contract would default to a Variable Rate on a month-to-month agreement (“Upon completion of the Initial Term, this Agreement will automatically renew on a month-to-month basis with no early cancellation fee. While taking service on a month-to-month basis, [redacted] will charge you for all electricity billed by [redacted] at a variable rate per kWh…”).  When Customer’s account was transferred from [redacted] to Public Power, his account was being served at a Variable Rate.Finally, Customer’s complaint states that Customer would like to be re-rated back to his prior Fixed Rate.  Customer has been appropriately charged in accordance with his Agreement, and therefore is not due a refund.  Customer’s Agreement with [redacted] indicated that after her Fixed Rate term ended, Customer’s contract would continue on a Variable Rate.  When Public Power assumed Customer’s contract it continued to honor his original contract terms with [redacted].I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted].Warmest regards,[redacted]Counsel

Complaint: 9997544
I am rejecting this response because:
Public Power has not addressed the issue to my satisfaction. They are now trying to coerce me into another contract by offering me $25. I will never do business with Public Power again.  I will also spread the word with friends, family, and colleagues not to ever use Public Power.  I will contact PURA and let them know about the poor attemp to resolve this issue. Please close this case and mark it as unresolved. 
Sincerely,
[redacted]

July 27, 2015  Submittedvia web to: [redacted]
[redacted]ComplaintConsultantBetterBusiness Bureau29 BerlinRoad[redacted]
[redacted]  Re:          [redacted], Case # [redacted]  Dear Ms....

[redacted]: This letter is in response to the complaint filed by [redacted] (“Customer”)on July 22, 2015 regarding Public Power. In the complaint, Customer claims she has been monitoring her bills andhas not noticed savings with Public Power as her provider.  Customer has also expressed dissatisfactionwith the $50 early termination fee (“ETF”) she would be required to pay if shecancels her contract before end of term. Public Power does not guarantee savings as compared to anotherproduct. The prices of the utility’s standard offer service, as well as theprices of competitors, are constantly fluctuating.  In any given month Public Power’s rates maybe higher or lower than the rates offered by another company, which is statedin Customer’s contract.  Customer’scontract also provides for a $50 ETF if a contract is cancelled prior to theend of term. On July 27, 2015, I was able to speak with Customer regarding hercomplaint. In an effort to retain Customer’s business, Customer was offered a6-month fixed rate plan at $.0781.  Customer stated that she would take this offerinto consideration and notify Public Power by July 30, 2015. Public Poweris committed to compliance and customer satisfaction.  If you have any questions, please do nothesitate to contact me by email: at [redacted].    KindRegards,  [redacted]
[redacted]
Compliance Specialist        Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I never received that letter of renewal
 
That address is not valid, all my mail is received at [redacted]
Also the variable rate that they assigned me is .05 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,
[redacted]

March 28, 2014
We acknowledge receipt of your complaint with the RevDex.com on 3/21/2014 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

February 11, 2015[redacted]Manager, Marketplace OperationsRevdex.com[redacted]Re: [redacted]Dear [redacted]This letter is in response to the complaint that [redacted]...

(“Customer”) filed with the Revdex.com on February 10, 2015 and that was sent to Public Power on February 11, 2015.  Customer’s complaint states that: 1) Customer enrolled with Public Power on CTEnergySavings.com and on that website it stated that there was no early termination fee; 2) Customer cancelled with Public Power and received a $50 early termination fee; and 3) Customer has a printout from [redacted] showing that [redacted] stated that there was no early termination fee. Customer’s complaint states that Customer enrolled with Public Power on [redacted] and on that website it stated that there was no early termination fee.  Public Power’s Fixed Rate products do have an early termination fee of $50.  Customer’s complaint also states that she has a printout from[redacted] indicating that there was no early termination fee for Public Power’s Fixed Rate products. If Customer can provide the evidence showing that [redacted] indicated that Public Power Fixed Rate product did not have an early termination, Public Power would be happy to waive Customer’s early termination fee.I sincerely hope this meaningfully responses to the above complaints.  If you have any questions, please do not hesitate to contact me at [redacted] or by email at [redacted]Warmest regards,[redacted]Counsel

October 8, 2014
[redacted]
Manager, Marketplace Operations
Revdex.com
[redacted]
[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 October 3, 2014.  Customer’s complaint states that: 1) Customer received a notice dated 9/5/14 that her natural gas account would be auto-renewed, however, she later realized the letter referenced an electricity rate, when Customer only has a natural gas account with Public Power; 2) When Customer realized the mistake and called Public Power she was offered her choice of Fixed Rates: $0.7499 for 6 months, $0.7490 for 12 months, or $0.6690 for 24 months, however Customer was not interested in any of these offers; and 3) Customer is upset that it will take 1-2 billing cycles to cancel and that she missed out on the Fixed Rates that were offered last month when she originally called to cancel. 
Customer’s complaint states that Customer received a notice dated 9/5/14 that her natural gas account would be auto-renewed, however, she later realized the letter referenced an electricity rate, when Customer only has a natural gas account with Public Power.  The auto-renewal notice that Customer received should have quoted a natural gas rate.  Public Power apologizes for the mistake and resulting confusion.  Public Power is aware of the issue that affected Customer and will send her a corrected auto-renewal notice.  Public Power will also extend Customer’s Fixed Rate for an additional month to make up for the error that occurred with Customer’s Welcome Letter.
Next, Customer’s complaint states that she is upset that it will take 1-2 billing cycles to cancel and that she missed out on the Fixed Rates that were offered last month when she originally called to cancel.  Customer’s account notes indicate that she called Public Power on August 27, 2014 and requested cancellation.  Customer was notified at that time that her contract did not expire until October 1, 2014, and a cancellation prior to the end of her Fixed Term, would result in an early termination fee.  Customer stated that she would call back at a future date.  Customer was under contract until October 1, 2014, therefore regardless of other Fixed Rate offers, Customer could not break her contract prior to October 1, 2014 without incurring an early termination fee.  Customer was aware of her contract end date prior to receiving the renewal letter from Public Power.  As a result, the mistake in Customer’s renewal letter did not prevent Customer from switching to another provider.  Customer’s contract end date of October 1, 2014 prevented Customer from switching to another supplier.  Furthermore, the switching timeline of 1-2 billing cycles is a process that is controlled by Customer’s utility and Public Power does not have any control over this process.  As a resolution to Customer’s complaint, Public Power has extended Customer’s Fixed Rate for an additional month, and sent a cancellation notice to Customer’s utility.
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]
Counsel

November 13, 2014
[redacted]
Revdex.com
[redacted]
Re: [redacted], Case # [redacted]
Dear [redacted]:
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This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on November 11, 2014.  Customer’s complaint states that: 1) Customer’s electric rate doubled; 2) Customer contacted Public Power’s Customer Care and questioned why his current Variable Rate was higher than the current Fixed Rate offer; 3) Customer asked to receive a bill adjustment and instead was offered a $25 courtesy credit in conjunction with enrolling in a Fixed Rate; and 4) Customer does not want to receive a Variable Rate on his final bill with Public Power. 
First, Customer’s complaint states that Customer’s electric rate doubled.  Customer was enrolled in a Fixed Rate at 7.4 cents per kWh.  On August 19, 2014, Customer was sent a Renewal Letter indicating that his Fixed Rate was ending and offering him a renewal rate at 10.99 cents per kWh.  Customer was required to affirmatively renew by filling out the renewal form and returning it to Public Power.  Customer’s renewal notice warned: “Your current plan expires on 10/4/14, however if your renewal confirmation is not received on-time your account may transition to a variable rate plan at our current variable rate.”  Public Power did not receive a response from Customer, as a result, Customer transitioned to a Variable Rate at the conclusion of his Fixed Rate term. 
Next, Customer’s complaint states that Customer contacted Public Power’s Customer Care and questioned why his current Variable Rate was higher than the current Fixed Rate offer.  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.  Currently, market conditions are such that Public Power’s Variable Rates are higher than its Fixed Rates.  Public Power encourages customers seeking price-certainty and protection from market volatility to select a Fixed Rate product.
Customer’s complaint also states that Customer asked to receive a bill adjustment and instead was offered a $25 courtesy credit in conjunction with enrolling in a Fixed Rate.  Customer was appropriately charged for a Variable Rate product when he did not renew into an additional Fixed Rate term.  As a result, Customer is not due a bill adjustment, however, in cases where the customer has been appropriately charged, but the customer is nevertheless dissatisfied with their product selection, Public Power will offer the customer a courtesy credit towards future service with Public Power.  
Finally, Customer’s complaint states that he does not want to receive a Variable Rate on his final bill with Public Power.  Customer was properly enrolled in a Variable Rate when he did not affirmatively renew his Fixed Rate.  Public Power cannot place Customer into a Fixed Rate contract without his consent because a Fixed Rate term carries with it a $50 early termination penalty.  As a result, Public Power must charge Customer for the Variable Rate plan that he is currently enrolled in.  If Customer wishes to switch to a Fixed Rate, then Public Power will be able to charge Customer at the Fixed Rate. 
Although Customer has been appropriately charged for the Variable Rate plan that he selected, as a resolution for customer dissatisfaction, Public Power can offer the Customer a one-time courtesy credit of $50 in conjunction with enrolling in a Fixed Rate.  Customer’s complaint states that he disputed amount is $35.50, therefore a courtesy credit of $50 will fully compensate Customer if he chooses to re-enroll in a Fixed Rate with Public Power.
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as the company has it's own compliance team to research the situation, I will wait for the results.  Thank you.
Sincerely,
Annette Ristoro

October 8, 2014
[redacted]
Manager, Marketplace Operations
Revdex.com
[redacted]
[redacted]
Re: [redacted], Case # [redacted]
Dear [redacted]:
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This letter is in response to the complaint that [redacted] (“Customer”) filed with the Revdex.com on October 3, 2014.  Customer’s complaint states that: 1) Customer received a notice dated 9/5/14 that her natural gas account would be auto-renewed, however, she later realized the letter referenced an electricity rate, when Customer only has a natural gas account with Public Power; 2) When Customer realized the mistake and called Public Power she was offered her choice of Fixed Rates: $0.7499 for 6 months, $0.7490 for 12 months, or $0.6690 for 24 months, however Customer was not interested in any of these offers; and 3) Customer is upset that it will take 1-2 billing cycles to cancel and that she missed out on the Fixed Rates that were offered last month when she originally called to cancel. 
Customer’s complaint states that Customer received a notice dated 9/5/14 that her natural gas account would be auto-renewed, however, she later realized the letter referenced an electricity rate, when Customer only has a natural gas account with Public Power.  The auto-renewal notice that Customer received should have quoted a natural gas rate.  Public Power apologizes for the mistake and resulting confusion.  Public Power is aware of the issue that affected Customer and will send her a corrected auto-renewal notice.  Public Power will also extend Customer’s Fixed Rate for an additional month to make up for the error that occurred with Customer’s Welcome Letter.
Next, Customer’s complaint states that she is upset that it will take 1-2 billing cycles to cancel and that she missed out on the Fixed Rates that were offered last month when she originally called to cancel.  Customer’s account notes indicate that she called Public Power on August 27, 2014 and requested cancellation.  Customer was notified at that time that her contract did not expire until October 1, 2014, and a cancellation prior to the end of her Fixed Term, would result in an early termination fee.  Customer stated that she would call back at a future date.  Customer was under contract until October 1, 2014, therefore regardless of other Fixed Rate offers, Customer could not break her contract prior to October 1, 2014 without incurring an early termination fee.  Customer was aware of her contract end date prior to receiving the renewal letter from Public Power.  As a result, the mistake in Customer’s renewal letter did not prevent Customer from switching to another provider.  Customer’s contract end date of October 1, 2014 prevented Customer from switching to another supplier.  Furthermore, the switching timeline of 1-2 billing cycles is a process that is controlled by Customer’s utility and Public Power does not have any control over this process.  As a resolution to Customer’s complaint, Public Power has extended Customer’s Fixed Rate for an additional month, and sent a cancellation notice to Customer’s utility.
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]
Counsel