Santanna Energy Services

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 Regards, [redacted]

Customer: [redacted] * [redacted] CustomerConcern Received from Revdex.com: 01/10/CustomerConcern submitted from Revdex.com: SES Received 1/11/2015Consumer’s Original Complaint: I was shocked when Ireceived my December bill to see that it was double the amount we have everpaid for electric and gas since we have lived in our homeI immediately calledto review this bill and to see the cause of this sudden jump in cost since ourusage was down from the previous yearI specifically inquired about the energyusage charges on the back of the billI was told by [redacted] that it was abilling issue and that it was their faultWhen asked if this was a new charge,the answer was the same, this is our mistakeI then asked what amount we wereresponsible for on this billShe stated that if we have not received a latenotice then we were responsible for that months service usage onlyShe addedit up for us and quoted the amount to pay, which I didYesterday, we receivedour January billI was aghast to see that it was once again extremely highitnot only had the energy supplier charges, but a late fee and a note ofdisconnection if not paid by the 26th of the monthI called customer serviceagainThis time I spoke with [redacted] He also stated that the billing error wastheirs, but we were responsible for the entire amountI never received anyclear understanding as to what the error or mistake was and whether this wouldbe an on- going "mistake" month after monthWe are retired and needto be able to anticipate expenditures month to monthWe cannot afford theseunanticipated charges, but we also cannot afford to be disconnected in themiddle of winter either.Consumer’s Desired Resolution: Explanation of charges.What is the mistake or billing glitch? Refund of any portion of this"glitch in their billing system" that is not our responsibilityWeare returning to our previous provider and wish to discontinue services withoutany financial recourseConsumerProtection Initiatives & Sales Channel Controls for Telemarketers:SantannaEnergy Services (SES) has multiple rigorous protections for prospectivecustomers built into our sales program from the start to the finish of theprocessAn unpleasant experience by a prospective customer results in anunpleasant experience for all involvedThe telemarketing sales representatives(TSR) use a script prepared by SES that communicates the program details to thecustomer and defines their wishes relative to participationSES also conductslive monitoring of the TSR’s on a random basis to insure compliance.Additionally, an independent Third Party Verification company (TPV) is utilizedfor all sales to verify that the terms and conditions were explained to thecustomer and that the customer is electing the program with SESThe TPVrepresentative uses a script prepared by SES and the verification is recorded.SES Quality Assurance monitors TPV verifications daily to confirm adherence tothe script and SES guidelinesSES also updates its “Do Not Call” list with thetelemarketers every other day, in order to protect prospective customers fromunwanted communicationsPost-SaleCustomer Communication:Afterthe TPV verification, a new customer receives a welcome letter from SES, whichrepeats the terms and conditions of the agreement, and provides the customer atoll-free 24-hour cancellation telephone hot lineThe letter also advisesthe customer that they have days from the time of verification beforeenrollment is initiated with the utility, should a customer change their mindthereafterCustomerConcern Investigation:OriginalEnrollment Date:8/7/ Service Start Date: 8/26/SESspoke with [redacted] * [redacted] and went over his complaintSantanna changed itsbilling method, which included how data was exchanged with ***During thisbilling transition, Santanna commodity charges were not included on thecustomer’s [redacted] billThis billing error resulted in his January bill whichincluded commodity charges of $for August-November 2014, plus hiscurrent December charges of $Payment arrangements can be made through [redacted] EnergyDue to the POR billing/receivables arrangement, the paymentarrangements can only be made through ***Mr [redacted] explained that he hasmade payment to [redacted] and wants to cancel his accounts with SESMr***’saccounts have since been canceled and there are no cancellation feesThecustomer’s account was finalized on a date determined by the utility company;not SESMr***’s phone number has been added to our Do Not Call ListSES apologizes for any inconvenience this might have caused himMr[redacted] thanked me for following up with his complaint Pleaselet me know if you have any questionsThankyou, [redacted] ***Quality Assurance Team LeaderDirect: +1630- [redacted] ext ***Toll Free: +1-800- [redacted] FAX: +1-877- [redacted] EMAIL: ***@ses4energy.comwww.SantannaEnergyServices.com

Complaint: [redacted] I am rejecting this response because: This was part of telemarketer scam and some of the customer didn't know the reason behind this call from companyPatient was not fully aware fo the benefits and chnage was not fully explain over the phone...I think customer should get somekind of refund of the telemarketer fraud Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: the Response from SES is not satisfactory, They should reimburse my money was over chargei am not agree with response...and BBC should invole and as SES to Refund the Customer money Regards, [redacted]

Customer: *** *** CustomerConcern Received from Revdex.com: 01/22/15 CustomerConcern submitted from Revdex.com: SES Received 1/22/2015Consumer’s Original Complaint: One of Santana Energy Service's representatives came to my door andwanted to talk to me about signing up for
their electric supply serviceHetold me that I had days to cancel and that if I cancelled within that timeframe I would not be charged at allHe then called a 3rd party verification totransfer my accountApparently during this 3rd party verification, they toldme different information about the contractThe rep had the volume down on hisphone and I could not clearly hear the informationHe told me "don'tworry, I'll prompt you when to say "yes" and "no"Its justto transfer your account." I feel that I was coerced into signing up for thisservice which I did not fully understand the terms forI feel that this couldhave been better explained to me so that I could more fully understand what Iwas signing up forSantana Energy claims to have sent me a paper version ofthe contract the day after I signed upI did not receive this contract until aweek or two later and by then my service had already been transferred toSantana Energy from ComEdTheir representative also told me that their servicewould save me moneyMy rate was much higher with Santana ($per kWh)than it was and is with ComEd ($per kWh supply and per kWh fortransmission services)Overall, I feel that I was taken advantage of andcoerced into signing up for a service I did not fully understandTheir salesrepresentative told me different time frames and conditions than thoseapparently stated in the service contract. Disputed Amount: $Desired Settlement:I am disputing $which is the difference between Santana Energy's ratethat they billed be for vs ComEd's rate which I would have paid if I had notbeen charged by them and their $monthly administrative fee which I was notmade aware of. ConsumerProtection Initiatives & Sales Channel Controls for Door to Door Marketers:SantannaEnergy Services (SES) has multiple rigorous protections for the prospectivecustomer built into the SES sales program from the start to the finish of theprocessAn unpleasant experience by a prospective customer results in anunpleasant experience for all involvedThe Door to Door sales representatives(DSR) use a script prepared by SES that communicates the program details to thecustomer and defines their wishes relative to participationThe DSR aretrained to clearly introduce themselves as representatives of SESThe DSR haveto attend a daily mandatory meeting to go over the program details and to gothrough a uniform checkDSR’s wear picture ID badges with the SES name andlogo and verbiage that states, “I am NOT a utility company employee”Theiruniforms consist of shirts, buttons, hat, and coats with the SES logo on them.The DSR hands out a business card when they meet the customer indicating theyare from SES and not the utility companyIn addition, DSR’s have a supervisorthat randomly live monitors them in the field to insure complianceThen anindependent Third Party Verification company (TPV) is utilized to verify thatthe terms and conditions were explained to the customer and the customer iselecting the program with SESThe TPV rep uses a script prepared by SES, isrecorded, and the verifications are monitored daily to confirm adherence to thescript and the SES guidelines. Post-SaleCustomer Communication:Afterthe TPV verification, a new customer receives a welcome letter from SES, whichrepeats the terms and conditions of the agreement, and provides the customer atoll-free telephone number to call in case they want to cancel their serviceswith SES. The letter also advises the customer that they may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processesyour enrollment request, and up to days before the effective date on ComEd’s notice. CustomerConcern Investigation:OriginalEnrollment Date:11/18/2014. Service Start Date: 12/8/ SESattempted to contact *** *** to review his complaint but, we were onlyable to leave messagesPlease be assured that SES does not approve of any DSRswaying from the script and absolutely does not tolerate any DSR that blatantlyfabricates information about our programThe TPV was reviewed and it doesdemonstrate that Mr*** went through the TPVThe TPV representativeverifies: “You have chosen to voluntarily enroll with Santanna to supply yourelectricity at a fixed rate of $cents per kWh for twelve billingmonthsYour initial term of twelve months will begin with your next utilitymeter read after acceptance into the electricity Choice Program by ComEdAfterthis initial term your agreement with Santanna will automatically continue on amonth to month basis on Santanna’s competitive market price programThe ratesfor both the initial and renewal terms include transmission charges, but doesnot include past due charges for ComEd service, a $monthly administrationfee or state and local taxesYou may cancel your account at any time withoutany early termination fee, additional terms and conditions of service applyIsthat clear?” Mr*** confirmed: “Yes.” The account has since beencanceled and there are no cancellation feesThe customer’s account was finalon 1/9/2015, a date determined by the utility company; not SESHis phonenumber has been added to our Do Not Call list Because we were unable tospeak with *** ***, a copy of this reply will be mailed to him, askinghim to contact me directly if he has any further questionsSES apologizes forany misunderstanding and inconvenience this might have caused him. Pleaselet me know if you have any questions. Thankyou, *** ***Quality Assurance Team LeaderDirect: +1630-*** ext 238Toll Free: +1-800-***FAX: +1-877-***EMAIL: ***@ses4energy.comwww.SantannaEnergyServices.com

Customer: *** *** Customer Concern Received from Revdex.com: 2/16/2015 CustomerConcern submitted from Revdex.com:I Contacted the company over the summer about salesman who came to my door askingto see electric bills to ensure I am set up for price protectionThey did thesame thing this evening
except they asked if I received my pinThe badge isobscured and they do not tell you the company they really represent unlesspressedI asked them to put me on a do not knock list and do not contact meagainHowever the employees laughed and said someone will be back next week.It is deceptive to misrepresent yourselves and ask for private billinginformationThe company needs to stop this door to door activity or be fined.This is what I consider fishing and any company that condones this behaviorshould be held liableI do not want to be contacted in this manner and thisharassment to steal personal information and sign me up as a customer must stopimmediately. Consumer Protection Initiatives & Sales Channel Controls for Door to Door Marketers:Santanna Energy Services (SES) has multiple rigorous protections for the prospectivecustomer built into the SES sales program from the start to the finish of theprocessAn unpleasant experience by a prospective customer results in anunpleasant experience for all involvedThe Door to Door sales representatives(DSR) use a script prepared by SES that communicates the program details to thecustomer and defines their wishes relative to participationThe DSR aretrained to clearly introduce themselves as representatives of SESThe DSR haveto attend a daily mandatory meeting to go over the program details and to gothrough a uniform checkDSR’s wear picture ID badges with the SES name andlogo and verbiage that states, “I am NOT a utility company employee”Theiruniforms consist of shirts, buttons, hat, and coats with the SES logo on them.The DSR hands out a business card when they meet the customer indicating theyare from SES and not the utility companyIn addition, DSR’s have a supervisorthat randomly live monitors them in the field to insure complianceThen anindependent Third Party Verification company (TPV) is utilized to verify thatthe terms and conditions were explained to the customer and the customer iselecting the program with SESThe TPV rep uses a script prepared by SES, isrecorded, and the verifications are monitored daily to confirm adherence to thescript and the SES guidelines. Post-Sale Customer Communication:After the TPV verification, a new customer receives a welcome letter from SES, whichrepeats the terms and conditions of the agreement, and provides the customer atoll-free 24-hour cancellation telephone hot line. The letter also advisesthe customer that they have days from the time of verification beforeenrollment is initiated with the utility, should a customer change their mindthereafter. Customer Concern Investigation:SES attempted to contact *** *** but wasonly able to leave messagesSES did speak to *** *** on 10/2/andwent over a similar complaintShe statedshe felt the agent who came to her door was misleading and he had no right toask her to see her gas billShe feels this is private information and theagent should not have asked to see itMs*** was unable to provide theagents name who came to her doorPlease be assured that SES does not approveof any DSR swaying from the script and absolutely does not tolerate any DSRthat blatantly fabricates information about our programIt was explained thatsince she was unable to provide an agents name SES is having all of the agentswho were selling in her area pulled and retrainedIf any other inquires occurtowards these agents, appropriate actions will be taken, up to and includingtermination of these sales agents for SantannaHer address has been added toour Do Not Knock ListSES apologized for any inconvenience this might havecaused herMs*** understood and thanked me for following up on hercomplaint Thank you,*** ***Quality Assurance Team LeaderDirect: +1630-*** ext ***Toll Free: +1-800-***FAX: +1-877-***

SES spoke with Ms*** on 3/3/to go over her rejectionIt was explained that her address was added to all of our Door to Door marketers Do Not Knock listIt was explained that we can't speak on behalf of other Door to Door marketers but no one representing Santanna will be approaching her residentsThe Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationThe DSR are trained to clearly introduce themselves as representatives of SESThe DSR have to attend a daily mandatory meeting to go over the program details and to go through a uniform checkDSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on themThe DSR hands out a business card when they meet the customer indicating they are from SES and not the utility companyIn addition, DSR’s have a supervisor that randomly live monitors them in the field to insure compliance.All SES D2D vendors have been notified and if additional inquires occur, appropriate actions will be taken, up to and including termination of sales agents for SantannaSES apologizes for any inconvenience this might have caused herShe thanked for following up with her complaintThank you,*** ***Quality Assurance Team Leader

Customer: *** *** ** ***Customer Concern Received from CUB: 2/25/15Customer Concern submitted from CUB: They will not leave us alone! Unbelievably persistent callsAnd now I slipped upand gave them information! I really do not wish to do business with them! Ihope that I can cancel
the account that I accidentally started! They do nottake NO for an answer! Consumer Protection Initiatives & Sales Channel Controls for Telemarketers:Santanna Energy Services (SES) has multiple rigorous protections for prospectivecustomers built into our sales program from the start to the finish of theprocessAn unpleasant experience by a prospective customer results in anunpleasant experience for all involvedThe telemarketing sales representatives(TSR) use a script prepared by SES that communicates the program details to thecustomer and defines their wishes relative to participationSES also conductslive monitoring of the TSR’s on a random basis to insure compliance.Additionally, an independent Third Party Verification company (TPV) is utilizedfor all sales to verify that the terms and conditions were explained to thecustomer and that the customer is electing the program with SESThe TPVrepresentative uses a script prepared by SES and the verification is recorded.SES Quality Assurance monitors TPV verifications daily to confirm adherence tothe script and SES guidelinesSES also updates its “Do Not Call” list with thetelemarketers every other day, in order to protect prospective customers fromunwanted communications. Post-Sale Customer Communication: ComEdA new customer will receive notification from ComEd confirming their serviceenrollment with SantannaThey may rescind or cancel this agreement with nocancellation fee for calendar days after ComEd processes their enrollmentrequest, and up to days before the effective date (“Rescission Period”) onComEd’s notice Customer Concern Investigation:Original Enrollment Date:02/17/ Service Start Date: 3/27/2015SES spoke with Mr** *** on 3/5/and went over his complaintIt wasexplained that Mr** *** did indeed agree to enroll in the SES program on2/17/SES did offer to play the TPV for him but he stated he just wanted hisaccount canceled with SES. Please be assured that SES does not approve ofany TSR swaying from the script and absolutely does not tolerate any TSR thatblatantly fabricates information about our programMr** ***’s account hassince been canceled and there are no cancellation feesThe customer’s accountwill be final on 3/27/2015, a date determined by the utility company; not SES.His phone number has been added to our Do Not Call listMr** *** thankedme for following up with his complaint. Thank you, *** ***Quality Assurance Team LeaderDirect:+630-*** ext ***Toll Free: +1-800-***FAX: +1-877-***EMAIL: ***@ses4energy.com

Complaint number: *** Customer Concern Received from Revdex.com: 3/20/ Customer Concern submitted from Revdex.com: I am rejecting this response because: This was part of telemarketer scam and some of the customer didn't know the reason behind this call from the companyPatient was not fully aware of the benefits and change was not fully explain over the phone… I think customer should get somekind of refund of the telemarketer fraud Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: After the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free 24-hour cancellation telephone hot line. The letter also advises the customer that they have days from the time of verification before enrollment is initiated with the utility, should a customer change their mind thereafter Customer Concern Investigation: Enrollment Date: 10/10/2014 Service Start Date: 10/27/SES attempted to contact the customer to review his complaintHowever, we were only able to leave messages and no calls have been returnedPlease be assured that SES does not approve of any TSR swaying from the script, and absolutely does not tolerate any TSR that blatantly fabricates information about our programOur investigation revealed that the customer was the one that enrolled the account with SESThe TPV was reviewed and it shows that he did indeed agree to the terms and conditionsIn the TPV, the representative does verify that: You have chosen to voluntarily enroll with Santanna to supply your natural gas for the next months at cents per Therm, to act as your agent, and to access your utility records to include transcripts, credit history, and so forth. Your gas utility will continue to be your distributor and will handle all billing, which will include utility distribution charges, Santanna's gas charges, a $per month administration fee, and taxesIs that clear? (Yes/No) The customer responded with a clear “Yes.” (Attached is the TPV)At the end of the TPV the customer is given SES Customer Service number in case they had any questionsThe Welcome Letter is mailed to the customer which repeats and terms and conditions of the agreementSES acknowledges the customer concerns but SES has met the terms of the agreement, and no refund is dueHis account with SES has been canceled and it will be final on or about 4/14/This date is determined by the utility company; not SESHis phone number has been added to our Do Not Call listSES apologizes for any misunderstanding and inconvenience this might have caused him Thank you, *** *** Quality Assurance Team Leader Direct: +630-*** ext *** Toll Free: +1-800-*** FAX: +1-877-*** EMAIL: ***@ses4energy.com www.SantannaEnergyServices.com

Customer: [redacted]   Customer Concern Received from Revdex.com: 3/20/2015   Customer Concern submitted from Revdex.com: At the end of last year I was contacted by Santanna regarding them providing a lower rate on our bill. I foolishly signed up with them. My average gas bill from Columbia Gas...

was around 50.00 monthly. The first bill with Santanna providing the gas was over 200.00. It has been that much since. I called Santanna to cancel with them and was told it was canceled in December 2014, but was reinsated with out my permission. The man I spoke with he could cancel it at that time and I would receive a letter of confirmation in 7-10 days. I feel that since it was canceled last December and somehow was reinstated without my permission that Santanna should refunbd all the excesss charges put on my Columbia gas bill, My current bill shows gas charges of 51.57 with charges from Santann of $187.70. This extra charge is very difficult for our household to pay monthly bills. My husband and I are living only on Social Security. Thank you for taking the time to look at this and any help you can provide would be greatly appreciated. [redacted].   Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications.   Post-Sale Customer Communication: After the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES. The letter also advises the customer that they have 7 business days from the date of the of this notice to reconsider your decision without penalty. To withdraw your enrollment, you may contact either SES at 800.[redacted] or Columbia Gas at 800.[redacted].     Customer Concern Investigation: Enrollment Date: 10/22/2014     Service Start Date: 12/1/2014   On 3/30/2015 SES spoke with [redacted] and went over her complaint. It was explained that when she canceled in December, she did not call SES to cancel through our Customer Service department. Instead, on 12/4/2014, SES received a drop file from the utility company. Ms. [redacted] stated that she did switch to a different supplier, which would have initiated the drop file received by SES.  We subsequently received a re-activation notice from the utility on 12/15/14. This happens when the other suppliers enrollment is rejected or cancelled. The Choice program rules states that the customer will revert to her previous supplier. In this case she reverted back with SES reactivating her account. I explained that her account has been canceled with SES and she will return to her utility company. There are no cancellation fees. The account will be final on a date determined by the utility company; not SES. SES apologizes for any misunderstanding and inconvenience this might have caused her. She thanked me for following up with her complaint.   Thank you,   [redacted] Quality Assurance Team Leader Direct: +1 630-[redacted] ext [redacted] Toll Free: +1-800-[redacted] FAX: +1-877-[redacted] EMAIL: [redacted]@ses4energy.com www.SantannaEnergyServices.com Premium Service and Competitive Prices

Complaint: [redacted]I am rejecting this response because it does not address my concerns about being repeatedly contacted by this company and their representatives. Now that I know what the marketing employees are supposed to do it is even more troubling that this is not what I have experienced. As was previously mentioned by Santanna, I should be on a Do Not Knock list. Why am I still being harassed? The individuals who continue to come to my door are not in uniforms, they are wearing street clothes. The fact that they concealed their badges tells me that they intended to portray themselves as utility employees in order to gain my trust. All this in hopes of getting me to release private information and sign up for their services. I am asking again that these individuals stay away from my home and do not in any way contact me or my family again. I will have no other choice but to take legal action against Santanna Energy if you continue to ignore my wishes. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: the Response from SES is not satisfactory, They should reimburse my money was over charge... I am not agree with response...and BBC should invole and as SES to Refund the Customer money..
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This was part of telemarketer scam and some of the customer didn't know the reason behind this call from company. Patient was not fully aware fo the benefits and chnage was not fully explain over the phone...I think customer should get somekind of refund of the telemarketer fraud...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]I receieved a call from Santanna and I told the caller I did not receive a "contract" letter last year.I was told I was going to get another call THAT DAY, which I never received.  The caller asked if the phone number he was calling on was the correct one and I said yes it was.  Still never received the call.In addition, I am not getting bills in the mail any more.  I had to call Santanna to find out my balance due in December 2014.  I was told 3 different amounts that ranged from over $600 to $461.74 to 207.69.  I requested that a duplicate bill be sent and I still have not received it.  At this point I feel that I am just being jerked around.  A termination fee after all of these years of a customer is ridiculous.

Customer:  [redacted]  CustomerConcern Received from Revdex.com:  01/10/15 CustomerConcern submitted from Revdex.com: SES Received 1/11/2015Consumer’s Original Complaint: I was shocked when Ireceived my December bill to see that it was double the amount we have everpaid for electric and...

gas since we have lived in our home. I immediately calledto review this bill and to see the cause of this sudden jump in cost since ourusage was down from the previous year. I specifically inquired about the energyusage charges on the back of the bill. I was told by [redacted] that it was abilling issue and that it was their fault. When asked if this was a new charge,the answer was the same, this is our mistake. I then asked what amount we wereresponsible for on this bill. She stated that if we have not received a latenotice then we were responsible for that months service usage only. She addedit up for us and quoted the amount to pay, which I did. Yesterday, we receivedour January bill. I was aghast to see that it was once again extremely high. itnot only had the energy supplier charges, but a late fee and a note ofdisconnection if not paid by the 26th of the month. I called customer serviceagain. This time I spoke with [redacted]. He also stated that the billing error wastheirs, but we were responsible for the entire amount. I never received anyclear understanding as to what the error or mistake was and whether this wouldbe an on- going "mistake" month after month. We are retired and needto be able to anticipate expenditures month to month. We cannot afford theseunanticipated charges, but we also cannot afford to be disconnected in themiddle of winter either.Consumer’s Desired Resolution: Explanation of charges.What is the mistake or billing glitch? Refund of any portion of this"glitch in their billing system" that is not our responsibility. Weare returning to our previous provider and wish to discontinue services withoutany financial recourse. ConsumerProtection Initiatives & Sales Channel Controls for Telemarketers:SantannaEnergy Services (SES) has multiple rigorous protections for prospectivecustomers built into our sales program from the start to the finish of theprocess. An unpleasant experience by a prospective customer results in anunpleasant experience for all involved. The telemarketing sales representatives(TSR) use a script prepared by SES that communicates the program details to thecustomer and defines their wishes relative to participation. SES also conductslive monitoring of the TSR’s on a random basis to insure compliance.Additionally, an independent Third Party Verification company (TPV) is utilizedfor all sales to verify that the terms and conditions were explained to thecustomer and that the customer is electing the program with SES. The TPVrepresentative uses a script prepared by SES and the verification is recorded.SES Quality Assurance monitors TPV verifications daily to confirm adherence tothe script and SES guidelines. SES also updates its “Do Not Call” list with thetelemarketers every other day, in order to protect prospective customers fromunwanted communications. Post-SaleCustomer Communication:Afterthe TPV verification, a new customer receives a welcome letter from SES, whichrepeats the terms and conditions of the agreement, and provides the customer atoll-free 24-hour cancellation telephone hot line. The letter also advisesthe customer that they have 30 days from the time of verification beforeenrollment is initiated with the utility, should a customer change their mindthereafter. CustomerConcern Investigation:OriginalEnrollment Date:8/7/2014.     Service Start Date: 8/26/2014. SESspoke with [redacted] and went over his complaint. Santanna changed itsbilling method, which included how data was exchanged with [redacted]. During thisbilling transition, Santanna commodity charges were not included on thecustomer’s [redacted] bill. This billing error resulted in his January bill whichincluded commodity charges of $251.29 for August-November 2014, plus hiscurrent December charges of $157.67. Payment arrangements can be made through[redacted] Energy. Due to the POR billing/receivables arrangement, the paymentarrangements can only be made through [redacted]. Mr. [redacted] explained that he hasmade payment to [redacted] and wants to cancel his accounts with SES. Mr. [redacted]’saccounts have since been canceled and there are no cancellation fees. Thecustomer’s account was finalized on a date determined by the utility company;not SES. Mr. [redacted]’s phone number has been added to our Do Not Call List. SES apologizes for any inconvenience this might have caused him. Mr.[redacted] thanked me for following up with his complaint.  Pleaselet me know if you have any questions. Thankyou, [redacted]Quality Assurance Team LeaderDirect: +1630-[redacted] ext [redacted]Toll Free: +1-800-[redacted]FAX: +1-877-[redacted]EMAIL: [redacted]@ses4energy.comwww.SantannaEnergyServices.com

Customer: [redacted]   Customer Concern Received from Revdex.com: 3/20/2015   Customer Concern submitted from Revdex.com: This company has telemarkerter who call patient home and scam fraud about company service which charging consumer for additional monthly service fee without explaining to the...

customer.. My father was not know much english and this company telemarketer and have patient sign up without detail explaintion about charges.   Consumer Protection Initiatives & Sales Channel Controls Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications.   Post-Sale Customer Communication: After the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free 24-hour cancellation telephone hot line. The letter also advises the customer that they have 30 days from the time of verification before enrollment is initiated with the utility, should a customer change their mind thereafter.   Customer Concern Investigation: Enrollment Date: 10/10/2014                 Service Start Date: 10/27/2014 SES spoke with Mr. [redacted] on 3/30/15, and went over his complaint. We went over the enrollment process for SES. Mr. [redacted] stated that he was not aware that he would be receiving a monthly admin fee. SES did offer to play the TPV recording, but he declined to listen to it. It was explained that the TPV was reviewed and it shows that he did indeed agree to the terms and conditions. In the TPV, the representative does verify that: You have chosen to voluntarily enroll with Santanna to supply your natural gas for the next 12 months at 66.9 cents per Therm, to act as your agent, and to access your utility records to include transcripts, credit history, and so forth.  Your gas utility will continue to be your distributor and will handle all billing, which will include utility distribution charges, Santanna's gas charges, a $4.99 per month administration fee, and taxes. Is that clear? (Yes/No) Mr. [redacted] responded with a clear “Yes.” (Attached is the TPV). His account with SES has been canceled and it will be final on or about 4/14/2015. This date is determined by the utility company; not SES. His phone number has been added to our Do Not Call list. SES apologizes for any misunderstanding and inconvenience this might have caused him.   Thank you, [redacted] Quality Assurance Team Leader Direct: +1 630-[redacted] ext [redacted] Toll Free: +1-800-[redacted] FAX: +1-877-[redacted] EMAIL: [redacted]@ses4energy.com www.SantannaEnergyServices.com   Premium Service and Competitive Prices

Customer:  [redacted]   Customer Concern Received from ICC: 12/10/14   Consumer Protection Initiatives & Sales Channel Controls for Door to Door Marketers: Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales...

program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. The DSR are trained to clearly introduce themselves as representatives of SES. The DSR have to attend a daily mandatory meeting to go over the program details and to go through a uniform check. DSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”. Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on them. The DSR hands out a business card when they meet the customer indicating they are from SES and not the utility company. In addition, DSR’s have a supervisor that randomly live monitors them in the field to insure compliance. Then an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SES. The TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines.   Post-Sale Customer Communication: After the TPV verification, a new customer receives a welcome letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free 24-hour cancellation telephone hot line. The letter also advises the customer that they have 30 days from the time of verification before enrollment is initiated with the utility, should a customer change their mind thereafter.   Customer Concern submitted from Revdex.com: I want to change my natural gas provider from Santanna Energy back to NICOR. I was told I cannot get out of my contract until April 2015. I am told this is due to a contract signed in 2002! TWELVE years ago. This sounds like indentured servitude and not a normal business practice.  I want this contract with Santanna terminated now and to be switched back to NICOR gas NOW. I do not want to wait till April 2015. Basing something on a contract from 2002 is absolutely ridiculous.   Customer Concern Investigation: Original Enrollment Date: 3/22/1999.     Service Start Date: 5/1/1999.   SES spoke with [redacted] and went over her complaint. It was explained that her current contract enrollment was initially for a 36-month period, continuing on a year-to-year basis thereafter unless terminated with proper notice, outlined as: “Either party may terminate this agreement with at least 30 days’ notice prior to the expiration date or its yearly anniversary thereafter.” The current anniversary date of the contract is 5/1/2015. It was explained that it is possible to cancel prior to the anniversary, however there is an early termination fee. Ms. [redacted] requested additional information on the termination fee, from which she will make a decision on the timing of her cancellation. SES apologizes for any inconveniences this might have caused her and will continue to work with Ms. [redacted] to assist her in making her decision.   Please let me know if you have any questions.   Thank you,   [redacted] Customer Care Team Leader Direct: +1 [redacted] ext [redacted] Toll Free: +1-800-[redacted] FAX: +1-[redacted] EMAIL: [redacted]@ses4energy.com www.SantannaEnergyServices.com Premium Service and Competitive Prices