Regional Equipment Service Company, 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 *** 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 [redacted], and have determined that this proposed action would not resolve my complaint.  
This month’s bill is $932.10 since Titan refused to make the change immediately, stating it would take 37 days before the change would take effect. For the past year we have been over charged .09 per kilowatt hour. This was not ag[redacted] to, in fact both calls to renew were declined. Yet Titan coninuted to raise the rate.  I will not consider this matter resolved until we are credited for every kilowatt hour which was over charged.
Regards,
[redacted]

Sent: Monday, March 12, 2018 4:24 PM Subject: [redacted] - ID [redacted] As previously stated, [redacted] authorized the enrollment on 10/01/2015. At no time prior to receipt of the complaint filed by Mr. [redacted] did the customer contact us to terminate service. To confirm, we have deemed the enrollment as valid. Unfortunately, we have no control over the cancellation date provided by the utility company ([redacted]). As previously mentioned Mr. [redacted]’s account is scheduled to terminate on 03/15/2018, as determined by the utility company. I would also like to confirm that the account has been updated for the final bill to be billed at the previous fixed contract rate of 6.85 cents/kWh for the final invoice. Please be advised that a check for $931.97 will be mailed to Mr. [redacted] within 7-10 business days to the address of :[redacted].  We strongly believe that all corresponding information was provided to Mr. [redacted] in the previous response to support our stance in this matter. As it stands, the customer is not due any additional credits or adjustments. We sincerely apologize for any misunderstanding or inconvenience Mr. [redacted] may have experienced. Please feel free to contact me should you have additional concerns. Patricia [redacted] National Brand Manager Direct (281) 371-6638 Website | Facebook Confidentiality Note: This communication with its contents may contain confidential and/or legally privileged Titan Gas and Power information. It is solely for the use of the intended recipient(s). Unauthorized interception, review, use or disclosure is prohibited and may violate applicable laws including the Electronic Communications Privacy Act. If you are not the intended recipient, please contact the sender and destroy all copies of the communication.

Titan Gas and Power engages outside call centers to market the electric and gas plans on behalf of Titan.  We will instruct all sales channels to place the number listed on the complaint on the DO NOT CALL list as of August 26th 2016.  If the problem persists, please do...

not hesitate to contact us directly toll free at [redacted]

Revdex.com:
This letter is to inform you that Titan Gas and Power has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/4/2017 and assigned ID 11974726.
I am sorry, I did agree to this change to Titan on Jan 17th, although my contract with [redacted]...

runs to May 2017.  I will have to pay [redacted] an early termination fee, I guess.Please accept my apology.[redacted]
[redacted]
[redacted]

Titan spoke with Mrs [redacted] regarding her daughter’s unusual high bill.  We advised the customer to contact the Utility AEP regarding the usage amount listed on her bill which was over 4000 kwh for a one month period.  We explained that the Utility reads the meter that...

determines the amount of consumption and that a mistake can occur.   We spoke again with Mrs [redacted] today on April 25th.  Mrs [redacted] stated that the usage on her daughter’s previous bills had been incorrectly estimated and the large usage amount on her recent bill was invoiced to make up for the shortfall.  Mrs [redacted] stated the AEP had allowed her to set up a payment plan so she could gradually payoff the large amount due.  At that point, we asked Mrs [redacted] if she had an issue with Titan and she stated that she did not.  We invited her to rejoin our program with a new low price and she declined saying she would have to talk it over with her husband before she make any further decisions regarding her electricity.   In summary, this complaint was due to the Utility’s misjudging usage resulting in the high bill.  Titan had no control over the amount of consumption billed but was initially blamed.  The customer stated she had no further issue with Titan.  At this time, Titan considers this matter resolved.

To Whom It May Concern:Please find our response to the complaint filed by [redacted] Case ID: [redacted].Thank you for bringing Mr. [redacted]’s concerns to our attention and for allowing us to address it.  Our records show that a valid enrollment for service was obtained on 10/01/2015 for Mr....

[redacted]’s account as authorized by [redacted]. Mrs. [redacted] ag[redacted] to a 12-month contract at 6.85 cents/kWh for the electric service. Mrs. [redacted] confirmed that she was authorized and ag[redacted] to the statements, we had no reason to believe that the account belonging to [redacted] was enrolled without authorization, or a clear understanding. Please find a copy of the Third-Party Verification along with the Terms of Service attached for your review. Our records show that Mr. [redacted]’s fixed rate with Titan Gas and Power expired, which caused him to bill at the market variable rate. Since a renewal notification was not sent to the customer his account was billed at the variable month-to-month rate. In an effort to resolve the customer’s dispute amicably, we have calculated a re-rate to the customers previous fixed rate for the service periods that Mr. [redacted]’s account was billed at the month to month market variable rate. Mr. [redacted] will receive an adjustment in the amount of $931.97 within one to two billing cycles. I would also like to confirm that Titan is now utilizing a Customer Relationship Management system that offers automation to ensure that every customer is sent a contract expiration notice on a going forward basis. According to our records an inbound cancellation request was received on 02/05/2018. Service for Mr. [redacted]’s electric account is scheduled to terminate on 03/15/2018, as determined by the utility company ([redacted]). Titan Gas and Power will also monitor the account for his final bill to process an additional account adjustment for usage up to the account termination date. On 2/6/2018, and 2/7/2018 an attempt was made to contact Mr. [redacted] at 614-583-5197 but was not able to successfully reach him regarding his account concerns. A detailed voicemail was left providing contact information so that we may assist with any other questions or concerns that he may have.   Titan Gas and Power sincerely apologizes for any misunderstanding that may have occurred and will take every action necessary to avoid such misunderstandings in the future.  Please do not hesitate to contact me if you should have any further questions or concerns regarding this matter.  Best regards,  Angela [redacted] Issue Resolution Specialist Titan Gas and Power Direct: 281-394-0808, Office: 713-355-6200, Toll Free:888-251-7006, Fax: 713-355-6203 Email: a[redacted]@titannatgas.com