Residents Energy

Constant harassment.. In the state I live in the amount of times and time of day they call is unacceptable .. I'm in the process of reporting this company to the federal government already contacted a lawyer

July 29, 2015Revdex.comConsumer: [redacted] To Whom It May Concern,This correspondence is in response to the consumer complaint (Revdex.com Complaint ID: [redacted] ) that Ms [redacted] filed against Residents Energy with the Revdex.com (Revdex.com) regarding the enrollment of her [redacted] (RGE) accounts with Residents Energy for electric and natural gas supply service.Ms [redacted] complaint claims that a Residents Energysales agent came to her door and offered her a $American Express gift card if she signed up with Residents Energy; Ms [redacted] complaint states that the agent was persistent so she reluctantly agreed to enrollMs [redacted] complaint further claims that the sales agent gave her the gift card and told her that it would be active in three days however on July 21, (five days after the enrollment took place) Ms [redacted] contacted Residents Energy's because the gift card did not have any money on it and was told by Residents Energy that they didn't have any idea about the cardMs [redacted] states that she never would have enrolled with Residents Energy without the gift card.In researching Ms [redacted] complaint, the Residents Energy enrollment was found to have been completed by account holder Ms [redacted] via the enclosed third party verification on July 16, as the result of a door to door sales transactionAs a result of Ms [redacted] enrollment her electric and gas accounts were processed for enrollment by [redacted] and were both set to begin receiving supply service from Residents Energy on August 13, 2015.Please note that from review of the verification Ms [redacted] can be heard affirming all questions of the verification as required including the following:For your electric, by enrolling with Residents Energy you will receive a 5% rebate off complete supply charges over a month period, continuously every months for electricAlso you will receive a Visa Gift Card; this will be sent after you're active days with Residents EnergyThe value of this gift card is $You may cancel this agreement at any time with no penalty, however if you cancel prior to the end of the full term you will forfeit any promotional offerAlong with this promotion you will receive a competitive variable market based rate with no guarantee of specific savings and the variable rate may be higher or lower than the utility in any given monthThere is no ceiling priceDid you agree to the terms of service as reviewed with you by the Residents Energy representative on July 16, 2015?While Ms [redacted] was told during the verification that she would receive a $gift card it is clearly stated that the card is a Visa gift card, not an American Express gift card, and that the card would be sent to her after she'd been with Residents Energy for ninety daysAt no point during the verification was Ms [redacted] told that she would receive a $American Express gift card at the point of saleAccording to the notes on Ms [redacted] accounts Ms [redacted] contacted Residents Energy on July 22, and requested to have her accounts with Residents Energy cancelled as a result of her complaint against the sales agentThe Residents Energy Customer Service Representatives that she spoke with on July 22, and the representative she had spoken with the day before, July 21, 2015, told Ms [redacted] that the promotion she was enrolled under did not entail her receiving a $American Express gift card and that Residents Energy, in order to investigate the matter, would file a complaint against the sales agent in question.The Residents Energy Customer Service Supervisor that Ms [redacted] spoke with on July 22, submitted her accounts for cancellation as requested; from these cancellation submissions Ms [redacted] accounts were assigned effective cancellation dates of August 13, in accordance with RGE's transfer proceduresBecause Ms [redacted] accounts are set to cancel with Residents Energy the same day they were scheduled to begin receiving supply service, Ms [redacted] accounts will not receive supply service from Residents Energy.Although there was no evidence within the verification to support Ms [redacted] claims Residents Energy, in an effort to fully investigate Ms [redacted] complaint, reached out to the contracted door to door vendor who employs the sales agent that Ms [redacted] spoke with on July 16, Residents Energy provided the vendor with the details of Ms [redacted] complaint and asked them to fully investigate it with the sales agent.The vendor reported back to Residents Energy that the sales agent in question had admitted to giving Ms [redacted] an old American Express gift card for enrolling with Residents Energy which the sales agent knew did not have any money on itThe sales agent was also aware that the card would not become active in three days as they told Ms [redacted] it wouldAs a result of Ms [redacted] complaint the sales agent in question was removed from selling for Residents Energy and will not be eligible for rehireAll contracted sales agents are required to adhere to all of Residents Energy's sales policies, including a Zero Tolerance policyWithin the Zero Tolerance policy it is clearly stated that "any employee or contractor found to have violated any of the following Zero Tolerance Standards will be immediately removed from all Residents Energy marketing campaigns" which includes "misrepresenting Residents Energy's programs or promotional offers to a consumer" and "achieving enrollment through fraudulent means."FurthermoreResidents Energy has quality co ntrol procedures in place to monitor the actions of all contracted sales agentsQuality control calls are completed for each agent that has submitted salesResidents Energy attempts to reach out by phone to every customer who has an account submitted for enrollment by a sales agentOnce contact is made, the customer is questioned regarding the enrollment and the performance of the sales agentIf it is found from these calls that the customers understand the Residents Energy program and were properly enrolled they move on to the next agentIf it is found that the customers do not understand the program or many complaints are placed against the agent, all the agents' submissions are pulled until each account holder can be contacted regarding their enrollment.If a complaint is issued against a sales agent whether through the quality control calls or through internal or external complaints received, the proper investigation is conducted and the proper action is taken against the sales agentResidents Energy does not tolerate any action in the field that does not match to the guidelines set forth by Residents Energy Management.In an effort to resolve Ms [redacted] complaint Residents Energy has placed her address and phone number on our internal no solicitation lists to prevent any further direct solicitation from Residents Energy.If there any questions or concerns regarding Residents Energy's response to this complaint, please contact me directly using the information provided belowSincerely,Arianna CRegulatory Complaint InvestigatorResidents Energy, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I have not received the adjustments according to what I was told be the rep Vickie in the investigations deptI have yet to receive the gift cardThe supply charges & the rate adjustment compared to my electric company have yet to be refunded to meSo I can't accept this

Waiting for dollar gift card that they promise me

February 12, Revdex.com Bryant Woods South Amherst, NY Consumer: [redacted] [redacted] [redacted] [redacted] [redacted] *** To Whom It May Concern, This correspondence is in response to consumer complaint [redacted] in which Mr [redacted] filed against Residents Energy with the Revdex.com (Revdex.com) regarding the enrollment of his [redacted] with Residents Energy for electric supply serviceMr [redacted] ’s states within his complaint that his [redacted] account was fraudulently enrolled with Residents Energy Mr [redacted] states, after having listened to the enrollment, the sales agent acted as him and completed the enrollment himselfMr [redacted] desires for the agent to be criminally prosecuted for his actions and the charges that will incur from the enrollment to be waivedIn researching Mr [redacted] ’s complaint, the Residents Energy enrollment was found to have been completed by a male who identifies himself as account holder, [redacted] via third party verification (TPV) on January 27, as the result of a door to door sales transaction As a result of this enrollment, Mr [redacted] ’s [redacted] account began electric supply services with Residents Energy on February 3, Please be advised that Residents Energy has the referenced verification on file and can provide this information to the Revdex.com upon request as the web portal currently does not allow for the upload of wav or mpsound filesAccording to the notes on Mr [redacted] ’s account Mr [redacted] contacted Residents Energy’s Customer Service department on February 4, to cancel the Residents Energy account in alleging that he never authorized to enroll his account The Residents Energy Customer Service Representative submitted the cancellation request, as requested and also offered Mr [redacted] an Account Investigation, which would entail a follow up call with the recording of the enrollmentMr [redacted] accepted and was further advised that the Residents Energy account would terminate on the next available meter read date, as determined by [redacted] ***Please note as a result of this cancellation submission, [redacted] has since assigned an effective termination date of February 23, As a result of the Account Investigation, Residents Energy, Account Investigation agent, MsVicky B [redacted] followed up with Mr [redacted] on February 5, During this telephone conversation, Mr [redacted] listened to the aforementioned TPV recording and confirmed that was not him on the recording, in which Residents Energy agreed Mr [redacted] informed MsB [redacted] that he does not feel that he should be responsible for the Residents Energy supply charges that will be charged as a result of this enrollmentDue to [redacted] ***’s accelerated switching process, Residents Energy will supply Mr [redacted] ’s electricity from February 3, through February 23, Mr [redacted] further stated that he feels that legal action should be pursued on the sales agent in question and if he had the sales agents’ name he would file a police report and press chargesUnfortunately, Residents Energy cannot remove the supply charges that will incur as a result of this enrollment however, in an effort to resolve this matter and in regards to the enrollment findings Residents Energy will complete a cost comparison on Mr [redacted] ’s account once it cycles off of Residents Energy on February 23, In completing this analysis, Residents Energy will compare their supply rate with that or [redacted] ***’s to ensure that Mr [redacted] was not affected by this enrollment in a monetary fashionIf it is found that the Residents Energy electric supply charges exceeded that of [redacted] ***’s, Residents Energy will refund the difference directly to Mr [redacted] Residents Energy will follow up with Mr [redacted] with the results of this analysis, upon its completionIn reference to Mr [redacted] ’s complaint and findings, Residents Energy immediately deactivated the sales agent in question and reached out to the contracted door to door vendor who employs the sales agent in questionResidents Energy provided the vendor with the details of Mr [redacted] ’s complaint and asked them to fully investigate it with the sales agentThe vendor reported back to Residents Energy that their numerous efforts to contact the contracted agent to obtain a statement were unsuccessfulAs a result of this matter, the sales vendor permanently removed the sales agent from their firmIn addition, this sales agent was added to Residents Energy’s “ineligible for rehire” list in the event he attempts to seek employment from another marketing firmFirst and foremost, Residents Energy takes matters as such very seriously and in turn would like to apologize to Mr [redacted] as this behavior is not tolerated by Residents Energy managementResidents Energy is a licensed energy supplier approved to offer supply service to [redacted] customersThis program that offers a plethora of promotional offers to its potential customer is however a customer choice and should be presented as suchAll contracted sales agents are required to adhere to all of Residents Energy’s sales policies, including a Zero Tolerance policy Within the Zero Tolerance policy it is clearly stated that “any employee or contractor found to have violated any of the following Zero Tolerance Standards will be immediately removed from all Residents Energy marketing campaigns” which includes “misrepresenting Residents Energy's programs or promotional offers to a consumer” and “achieving enrollment through fraudulent means.” Furthermore, Residents Energy has quality control procedures in place to monitor the actions of all contracted sales agentsQuality control calls are completed for each agent that has submitted salesResidents Energy attempts to reach out by phone to every customer who has an account submitted for enrollment by a sales agentOnce contact is made, the customer is questioned regarding the enrollment and the performance of the sales agentIf it is found from these calls that the customers understand the Residents Energy program and were properly enrolled they move on to the next agentIf it is found that the customers do not understand the program or many complaints are placed against the agent, all the agents' submissions are pulled until each account holder can be contacted regarding their enrollment If a complaint is issued against a sales agent whether through the quality control calls or through internal or external complaints received, the proper investigation is conducted and the proper action is taken against the sales agentResidents Energy does not tolerate any action in the field that does not match to the guidelines set forth by Residents Energy Management If Mr [redacted] wishes to pursue legal action against the sales agent in question he would first have to initiate that through his local police by filing a police reportIf Mr [redacted] wishes to obtain the name of the sales agent in question, he can do so by reaching out to Residents Energy Compliance Specialist, MsKrista D [redacted] at [redacted] , Ext *** Lastly, in an effort to further resolve Mr [redacted] ’s complaint Residents Energy has placed his residence and phone number on our internal no solicitation lists to prevent any further direct solicitation from Residents EnergyIf there any questions or concerns regarding Residents Energy’s response to this complaint, please contact me directly using the information provided belowSincerely, Jamie C [redacted] Regulatory Compliance Residents Energy, LLC [redacted]

In receipt of Ms [redacted] dispute, Residents Energy’s Regulatory Compliance department confirmed that Ms [redacted] $gift card is on its way to Ms [redacted] residence via U.SPostal ServicesMs [redacted] should receive this refund within the coming weekResidents Energy apologizes to Ms [redacted] for this matter not being resolved soonerShould you require any additional information regarding this matter, please contact me directly using the information below

Thursday, March 30, Attached, please find Residents Energy’s report to Revdex.com #*** filed by Mr*** *** Should you require any additional information pertaining to this matter, please contact me directly using the information below Sincerely, Jamie
C***In receipt of Mr*** complaint, Residents Energy Compliance Specialist, MsKrista D*** reached out to him by telephoneDuring this telephone conversation, Mr*** reiterated his complaint, Mr*** added that he realized that the sales agents were from Residents Energy when the he was handed a Residents Energy Disclosure statementMr*** states that after reading the Disclosure Statement and googling Residents Energy online, he went out to track down the sales agents to get more information, at which point Mr*** states that one of the sales agent asked him to leave him alone at that point the agent used foul language with him (Ms*** was not specific on what was said, just that it was rude).In an effort to investigate Mr*** claims, Residents Energy reached out to its door to door sales vendors who are contracted to market the Residents Energy brand in the State of IllinoisAdditionally, Residents Energy conducted a search of Mr*** zip code on the date in question (3/16/17), which yielded no results and/or sales in North Aurora, ILWith the information provided and the investigation conducted, Residents Energy was not able to pinpoint any sales agents that had an encounter with Mr***. If Mr*** can provide any additional information (such as names, id numbers, additional descriptions) regarding his encounter with the sales agents, Residents Energy can further investigate with its sales vendor who contract sales agent to market the Residents Energy brand in the North Aurora, IL area. In an effort to resolve Mr*** dispute, his residence was added to Residents Energy no solicitation list in an effort to prevent any future solicitation from Residents Energy Should you require any additional information regarding this matter, please contact me directly using the information below. Regulatory Compliance Residents Energy, Incjc***@genieretail.com

Good Afternoon,Attached please find Residents Energy's response to Revdex.com Complaint ID *** for Ms*** *** along with the attachment referenced within the response. Please let me know if you have any questions or require any additional information regarding this
matter. Sincerely,Vicky B***Compliance SpecialistResidents Energy, LLC***

Good Afternoon,Attached please find Residents Energy response to Revdex.com Complaint ID *** for Ms*** ***.Please let me know if you have any questions or require any additional information regarding this matter.Sincerely,Ian Su***Regulatory ComplianceResidents Energy,
LLC***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have not received the adjustments according to what I was told be the rep Vickie in the investigations dept. I have yet to receive the gift card. The supply charges & the rate adjustment compared to my electric company  have yet to be refunded to me. So I can't accept this

In receipt of Ms. [redacted] dispute, Residents Energy’s Regulatory Compliance department confirmed that Ms. [redacted] $25.00 gift card is on its way to Ms. [redacted] residence via U.S. Postal...

Services. Ms. [redacted] should receive this refund within the coming week. Residents Energy apologizes to Ms. [redacted] for this matter not being resolved sooner. Should you require any additional information regarding this matter, please contact me directly using the information below.

Waiting  for  25  dollar  gift  card  that  they  promise  me

To Whom It May Concern:   Attached please find Residents Energy’s response Revdex.com Complaint Case Number [redacted] for [redacted] along with the attachments referenced within the response.   Please let me know if you have any questions or require any additional information.  ...

Sincerely,   [redacted] Regulatory Compliance Residents Energy, LLC [redacted]

Monday, October 19, 2015Good Afternoon, 
Attached please find Residents Energy’s response to Complaint [redacted]
Please contact me directly if you have any questions or
require any further information pertaining to this matter.
Sincerely,
Jamie C[redacted]
[redacted]...

[redacted]
[redacted]
[redacted]
[redacted]

July 29, 2015Revdex.comConsumer: [redacted] To Whom It May Concern,This correspondence is in response to the consumer complaint (Revdex.com Complaint ID: [redacted]) that Ms. [redacted] filed against Residents Energy with the Revdex.com (Revdex.com) regarding the enrollment of her...

[redacted] (RGE) accounts with Residents Energy for electric and natural gas supply service.Ms. [redacted]complaint claims that a Residents Energysales agent came to her door and offered her a $25.00 American Express gift card if she signed up with Residents Energy; Ms. [redacted] complaint states that the agent was persistent so she reluctantly agreed to enroll. Ms. [redacted] complaint further claims that the sales agent gave her the gift card and told her that it would be active in three days however on July 21, 2015 (five days after the enrollment took place) Ms. [redacted] contacted Residents Energy's because the gift card did not have any money on it and was told by Residents Energy that they didn't have any idea about the card. Ms. [redacted] states that she never would have enrolled with Residents Energy without the gift card.In researching Ms. [redacted] complaint, the Residents Energy enrollment was found to have been completed by account holder Ms. [redacted] via the enclosed third party verification on July 16, 2015 as the result of a door to door sales transaction. As a result of Ms. [redacted] enrollment her electric and gas accounts were processed for enrollment by [redacted] and were both set to begin receiving supply service from Residents Energy on August 13, 2015.Please note that from review of the verification Ms. [redacted] can be heard affirming all questions of the verification as required including the following:For your electric, by enrolling with Residents Energy you will receive a 5% rebate off complete supply charges over a 6 month period, continuously every 6 months for electric. Also you will receive a Visa Gift Card; this will be sent after you're active 90 days with Residents Energy. The value of this gift card is $25. You may cancel this agreement at any time with no penalty, however if you cancel prior to the end of the full term you will forfeit any promotional offer. Along with this promotion you will receive a competitive variable market based rate with no guarantee of specific savings and the variable rate may be higher or lower than the utility in any given month. There is no ceiling price. Did you agree to the terms of service as reviewed with you by the Residents Energy representative on July 16, 2015?While Ms. [redacted] was told during the verification that she would receive a $25.00 gift card it is clearly stated that the card is a Visa gift card, not an American Express gift card, and that the card would be sent to her after she'd been with Residents Energy for ninety days. At no point during the verification was Ms. [redacted] told that she would receive a $25.00 American Express gift card at the point of sale. According to the notes on Ms. [redacted] accounts Ms. [redacted] contacted Residents Energy on July 22, 2015 and requested to have her accounts with Residents Energy cancelled as a result of her complaint against the sales agent. The Residents Energy Customer Service Representatives that she spoke with on July 22, 2015 and the representative she had spoken with the day before, July 21, 2015, told Ms. [redacted] that the promotion she was enrolled under did not entail her receiving a $25.00 American Express gift card and that Residents Energy, in order to investigate the matter, would file a complaint against the sales agent in question.The Residents Energy Customer Service Supervisor that Ms. [redacted] spoke with on July 22, 2015 submitted her accounts for cancellation as requested; from these cancellation submissions Ms. [redacted] accounts were assigned effective cancellation dates of August 13, 2015 in accordance with RGE's transfer procedures. Because Ms. [redacted] accounts are set to cancel with Residents Energy the same day they were scheduled to begin receiving supply service, Ms. [redacted] accounts will not receive supply service from Residents Energy.Although there was no evidence within the verification to support Ms. [redacted] claims Residents Energy, in an effort to fully investigate Ms. [redacted] complaint, reached out to the contracted door to door vendor who employs the sales agent that Ms. [redacted] spoke with on July 16, 2015. Residents Energy provided the vendor with the details of Ms. [redacted] complaint and asked them to fully investigate it with the sales agent.The vendor reported back to Residents Energy that the sales agent in question had admitted to giving Ms. [redacted] an old American Express gift card for enrolling with Residents Energy which the sales agent knew did not have any money on it. The sales agent was also aware that the card would not become active in three days as they told Ms. [redacted] it would. As a result of Ms. [redacted] complaint the sales agent in question was removed from selling for Residents Energy and will not be eligible for rehire. All contracted sales agents are required to adhere to all of Residents Energy's sales policies, including a Zero Tolerance policy. Within the Zero Tolerance policy it is clearly stated that "any employee or contractor found to have violated any of the following Zero Tolerance Standards will be immediately removed from all Residents Energy marketing campaigns" which includes "misrepresenting Residents Energy's programs or promotional offers to a consumer" and "achieving enrollment through fraudulent means."Furthermore. Residents Energy has quality co ntrol procedures in place to monitor the actions of all contracted sales agents. Quality control calls are completed for each agent that has submitted sales. Residents Energy attempts to reach out by phone to every customer who has an account submitted for enrollment by a sales agent. Once contact is made, the customer is questioned regarding the enrollment and the performance of the sales agent. If it is found from these calls that the customers understand the Residents Energy program and were properly enrolled they move on to the next agent. If it is found that the customers do not understand the program or many complaints are placed against the agent, all the agents' submissions are pulled until each account holder can be contacted regarding their enrollment.If a complaint is issued against a sales agent whether through the quality control calls or through internal or external complaints received, the proper investigation is conducted and the proper action is taken against the sales agent. Residents Energy does not tolerate any action in the field that does not match to the guidelines set forth by Residents Energy Management.In an effort to resolve Ms. [redacted] complaint Residents Energy has placed her address and phone number on our internal no solicitation lists to prevent any further direct solicitation from Residents Energy.If there any questions or concerns regarding Residents Energy's response to this complaint, please contact me directly using the information provided below. Sincerely,Arianna CRegulatory Complaint InvestigatorResidents Energy, LLC

In researching Mr. [redacted]’s complaint, Residents Energy located and reviewed the attached TPV that was completed to enroll Mr. [redacted]’s PSEG electric account with Residents Energy for supply service. From review of the TPV it was found that the person enrolling identified themselves as account...

holder [redacted], answered all TPV questions in the affirmative and provided all of the requested information.Please note that Residents Energy has the referenced TPV on file and can provide it to the Revdex.com upon request as the Revdex.com’s response portal does not currently allow the upload of audio files.Please further note that although the TPV is complete, in researching this matter further Residents Energy was able to determine that the person enrolling wasn’t Mr. [redacted] as they claim. In an effort to resolve this matter, Residents Energy completed a cost comparison on Mr. [redacted]’s Residents Energy account which compared what he was charged for the supply of his electricity by Residents Energy at our renewable energy supply rate to what he would have been charged for the supply of his electricity by PSEG for the billing cycle his account was active with Residents Energy.The result of the cost comparison determined that Residents Energy’s supply charges exceeded those of PSEG by $9.08; as per these results, Residents Energy will issue Mr. [redacted] a refund in the amount of $9.08 that will be mailed to Mr. [redacted] in the form of a check within the next six to eight weeks.In investigating this matter further, Residents Energy reached out to the contracted door to door vendor who directly employs the sales agent listed on the enrollment of Mr. [redacted]’s account.Residents Energy provided the vendor with the details of Mr. [redacted]’s complaint and asked them to investigate the matter with the sales agent in question. In response to this complaint, the vendor reported that the sales agent in question is no longer marketing for their firm and therefore unable to be questioned regarding this complaint; the sales agent will not be eligible for rehire. Residents Energy is also in the process of completing an internal investigation which entails pulling and researching all the sales made by the sales agent in question to ensure that no other consumers were affected.Please be advised that while all Residents Energy sales agents are sub-contracted, each agent marketing the Residents Energy brand is required to complete a full training on Residents Energy’s program and policies prior to marketing. Residents Energy was founded upon, and operates under, a set of Core Values which apply to all employees and all contractors working on behalf of the company. Strict adherence to these core values is a condition of employment.Furthermore, Residents Energy has quality control procedures in place to monitor the actions of all contracted sales agents. Quality control calls are completed for each agent that has submitted sales. Residents Energy attempts to reach out by phone to a significant sample of customers who have an account submitted for enrollment by a sales agent. Once contact is made, the customer is questioned regarding the performance of the sales agent. If it is found that the customer did not understand the program or that the agent failed to adhere to Residents Energy’s standards for marketing, all of those agent’s sales are examined, by attempting to contact each customer enrolled by the agent to determine if the agent has been adhering to Residents Energy’s standards or if remedial action is warranted.If a complaint is submitted against a sales agent independent of the Residents Energy quality control process, the proper investigation is conducted and the proper action is taken with respect to the sales agent if warranted. Such action could consist of re-training, a verbal warning, suspension, or termination, depending on the findings of the investigation. Residents Energy does not tolerate any action while marketing for Residents Energy that does not match to the guidelines set forth by Residents Energy Management.Residents Energy also employs an internal Quality Control Field Auditor, whose duties include but are not limited to, performing in-person external quality assurance audits on all door-to-door vendors and agents marketing the Residents Energy brand to ensure compliance in accordance with Residents Energy’s sales policies and marketing standards.Lastly, in an effort to further resolve Mr. [redacted]’s dispute, Residents Energy added his telephone number and residence on its no solicitation list to prevent any future solicitation from Residents Energy.Should you require any additional information pertaining to Mr. [redacted]’s complaint, please contact me directly, using the information below.

February 12, 2016 Revdex.com 100 Bryant Woods South Amherst, NY 14228 Consumer:  [redacted]                       [redacted]...

[redacted]
                       [redacted]
                     [redacted]  To Whom It May Concern, This correspondence is in response to consumer complaint [redacted] in which Mr. [redacted] filed against Residents Energy with the Revdex.com (Revdex.com) regarding the enrollment of his [redacted] with Residents Energy for electric supply service. Mr. [redacted]’s states within his complaint that his  [redacted] account was fraudulently enrolled with Residents Energy.  Mr. [redacted] states, after having listened to the enrollment, the sales agent acted as him and completed the enrollment himself. Mr. [redacted] desires for the agent to be criminally prosecuted for his actions and the charges that will incur from the enrollment to be waived. In researching Mr. [redacted]’s complaint, the Residents Energy enrollment was found to have been completed by a male who identifies himself as account holder, [redacted] via third party verification (TPV) on January 27, 2016 as the result of a door to door sales transaction.  As a result of this enrollment, Mr. [redacted]’s [redacted] account began electric supply services with Residents Energy on February 3, 2016. Please be advised that Residents Energy has the referenced verification on file and can provide this information to the Revdex.com upon request as the web portal currently does not allow for the upload of wav or mp3 sound files. According to the notes on Mr. [redacted]’s account Mr. [redacted] contacted Residents Energy’s Customer Service department on February 4, 2016 to cancel the Residents Energy account in alleging that he never authorized to enroll his account.  The Residents Energy Customer Service Representative submitted the cancellation request, as requested and also offered Mr. [redacted] an Account Investigation, which would entail a follow up call with the recording of the enrollment. Mr. [redacted] accepted and was further advised that the Residents Energy account would terminate on the next available meter read date, as determined by [redacted]. Please note as a result of this cancellation submission, [redacted] has since assigned an effective termination date of February 23, 2016. As a result of the Account Investigation, Residents Energy, Account Investigation agent, Ms. Vicky B[redacted] followed up with Mr. [redacted] on February 5, 2016.  During this telephone conversation, Mr. [redacted] listened to the aforementioned TPV recording and confirmed that was not him on the recording, in which Residents Energy agreed.  Mr. [redacted] informed Ms. B[redacted] that he does not feel that he should be responsible for the Residents Energy supply charges that will be charged as a result of this enrollment. Due to [redacted]’s accelerated switching process, Residents Energy will supply Mr. [redacted]’s electricity from February 3, 2016 through February 23, 2016.  Mr. [redacted] further stated that he feels that legal action should be pursued on the sales agent in question and if he had the sales agents’ name he would file a police report and press charges. Unfortunately, Residents Energy cannot remove the supply charges that will incur as a result of this enrollment however, in an effort to resolve this matter and in regards to the enrollment findings Residents Energy will complete a cost comparison on Mr. [redacted]’s account once it cycles off of Residents Energy on February 23, 2016. In completing this analysis, Residents Energy will compare their supply rate with that or [redacted]’s to ensure that Mr. [redacted]  was not affected by this enrollment in a monetary fashion. If it is found that the Residents Energy electric supply charges exceeded that of [redacted]’s, Residents Energy will refund the difference directly to Mr. [redacted]. Residents Energy will follow up with Mr. [redacted] with the results of this analysis, upon its completion. In reference to Mr. [redacted]’s complaint and findings, Residents Energy immediately deactivated the sales agent in question and reached out to the contracted door to door vendor who employs the sales agent in question. Residents Energy provided the vendor with the details of Mr. [redacted]’s complaint and asked them to fully investigate it with the sales agent. The vendor reported back to Residents Energy that their numerous efforts to contact the contracted agent to obtain a statement were unsuccessful. As a result of this matter, the sales vendor permanently removed the sales agent from their firm. In addition, this sales agent was added to Residents Energy’s “ineligible for rehire” list in the event he attempts to seek employment from another marketing firm. First and foremost, Residents Energy takes matters as such very seriously and in turn would like to apologize to Mr. [redacted] as this behavior is not tolerated by Residents Energy management. Residents Energy is a licensed energy supplier approved to offer supply service to [redacted] customers. This program that offers a plethora of promotional offers to its potential customer is however a customer choice and should be presented as such. All contracted sales agents are required to adhere to all of Residents Energy’s sales policies, including a Zero Tolerance policy.  Within the Zero Tolerance policy it is clearly stated that “any employee or contractor found to have violated any of the following Zero Tolerance Standards will be immediately removed from all Residents Energy marketing campaigns” which includes “misrepresenting Residents Energy's programs or promotional offers to a consumer” and “achieving enrollment through fraudulent means.”  Furthermore, Residents Energy has quality control procedures in place to monitor the actions of all contracted sales agents. Quality control calls are completed for each agent that has submitted sales. Residents Energy attempts to reach out by phone to every customer who has an account submitted for enrollment by a sales agent. Once contact is made, the customer is questioned regarding the enrollment and the performance of the sales agent. If it is found from these calls that the customers understand the Residents Energy program and were properly enrolled they move on to the next agent. If it is found that the customers do not understand the program or many complaints are placed against the agent, all the agents' submissions are pulled until each account holder can be contacted regarding their enrollment.  If a complaint is issued against a sales agent whether through the quality control calls or through internal or external complaints received, the proper investigation is conducted and the proper action is taken against the sales agent. Residents Energy does not tolerate any action in the field that does not match to the guidelines set forth by Residents Energy Management.  If Mr. [redacted] wishes to pursue legal action against the sales agent in question he would first have to initiate that through his local police by filing a police report. If Mr. [redacted] wishes to obtain the name of the sales agent in question, he can do so by reaching out to Residents Energy Compliance Specialist, Ms. Krista D[redacted] at [redacted], Ext [redacted]  Lastly, in an effort to further resolve Mr. [redacted]’s complaint Residents Energy has placed his residence and phone number on our internal no solicitation lists to prevent any further direct solicitation from Residents Energy. If there any questions or concerns regarding Residents Energy’s response to this complaint, please contact me directly using the information provided below. Sincerely,  Jamie C[redacted] Regulatory Compliance Residents Energy, LLC [redacted]