[redacted] has not fulfilled the ter [redacted] of the DPP The payment of $ [redacted] received by TriEagle on [redacted] was applied to the past due balance of $ [redacted] that was not placed in deferment at the fault of TriEagle Since the payment of $ [redacted] was applied to [redacted] ’s past due balance, the DPP remains unsatisfied Per TriEagle policy, the $ [redacted] that has been deferred must be paid in full before the Switch Hold can be removed from [redacted] ’s account In addition, once a DPP has been set up on an account, it cannot be removed until the entire deferred amount has been paid in full by the customer As a courtesy to [redacted] , the late fee of $that was assessed to [redacted] ’s account on [redacted] will be waived The late fee waiver will be applied to [redacted] ’s account as a credit on her next invoice Please be advised that if a payment for the current amount due of $is not received by midnight tonight ( [redacted] ), [redacted] will default on the DPP and will be eligible for disconnectionIn addition, if [redacted] defaults on the DPP, she will not be eligible for another DPP for the next months Please contact me if you have any questions, or require further information
TriEagle Energy reiterates its previous position and believes it has acted in good faith in attempting to directly interface with the customer and to provide documentation from the regulatory agency which oversees the retail energy markets We feel we are justified and have regulatory basis for charging the $fee
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 After further review of the [redacted] [redacted] ***My findings are that the code in this case was an ***Insufficient funds is coded an an *** The TOS of the contract state for insufficient funds onlyWhile a simple review of competitors wording languages reveal that most others have a more clear understanding with no grey areasWhile using president from CPD does not fir this case, because the other case may not have been as well documentedWith my company, when we see an identical complaint in the contract wording, we examine it.The thirty dollars I have asked for refund was simply out of respectTriangle as a company doe not value it's customers because they live with the security blanket of high cancellation penalties which the average consumer does not want to pay.Trieagle is standing by its groundI hope they are happy with this groundWith as many hands as this case has touched it has costs Trieagle more than thirty dollars in timeI will share my experience with others and explain the old saying "You get what you pay for" If you want an energy provider, you guys provide energyThat is allNo customer service.Quite frankly, I am disappointed in the Revdex.com's involvementThere has been no intervention or arbitrationSimply forwarding emailsI could have done this alone Regards,
Dear Sir or Madam, The charges as presented on the customer's final bill from the customer's previous residence are valid The transfer form that the customer submitted was completely blank (see attached) and consequently, TriEagle had no way to know on which date he wanted his old service transferred to the new location Additionally, one of our corporate Customer Service Representative attempted to reach the customer two times and so did our customer service call center via email and phone calls to try to ascertain the date(s) the customer wanted the service transferred There are several of notes reflecting our attempts to contact the customer with no success TriEagle used what little information the customer provided in the email with the blank transfer form to switch service in the most efficient and convenient way in an effort to not disrupt the customer's electricity service at either location This effort to do not disrupt the customer's electricity service at his old residence, since the customer did not respond to our inquiries, resulted in charges of $12.94, which are valid charges Also, the phone numbers the customer provided at the time of his original enrollment were no longer in service.Best regards,TriEagle Customer Care
TriEagle has had an opportunity to investigate this case and we sincerely apologize for the issues that Mr [redacted] has experienced TriEagle takes great care to ensure that it or its representatives do not employ deceptive techniques when making sales or customer service calls I can confirm that Mr [redacted] was not "slammed" to TriEagle and no switch occurred Additionally, the representative who handled the original call was pulled from the sales campaign, retrained and will be given another opportunity to participate in the campaign The representative will be closely monitored by their supervisor and will be permanently removed from the campaign if the representative does not comply with the coaching and retraining instructions they've received
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 complaintI made a payment of $today, so part of that can be applied to the [redacted] DPP Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
the person I spoke with also verbally agreed to $132, but somehow put in $***Their mistake, not mineTake off the DPPI fulfilled what I was supposed to as per DPP.
Regards,
COMPLAINT
INFORMATION
Roman"">
Revdex.com Case # *** - TriEagle
Energy, LP
Customer
Information:
The details of this matter are as follows:
Complaint Involves:
Billing or Collection Issues
Customer’s Statement of the Problem:
On *** **, I started a deferred payment plan with the company, the total
on the installment plan was supposed to be $180, somehow the accounting
department changed it to $***. I have
made the payment for $*** on *** *.
I am now being told that I still have installments. The accounting department messed up, I have
yet to receive a revised statement saying that they did this, nor will they
credit my account with the $I did pay towards what I believed was the
installment plan. As per the disconnect
letter I received in ***, on *** * my services should have been disconnected
because the past due balance was no paid completely. My services were not disconnected and now the
company is trying to still collect the $that I was under the impression I
did not owe. Someone made a mistake in
THEIR accounting department, not me. The
recoded call states $being divided between months; the email about my
installment plan shows $being divided between months
Desired Settlement:
Credit $*** to the account
TRIEAGLE
RESPONSE
To Whom It May Concern:
*** *** contacted
TriEagle’s Customer Care Line on *** and requested a Deferred Payment
Plan (“DPP”) to be set up on her account for the past due balance of $188.85. *** *** was required to pay 30% of the
outstanding balance of $that day in order for the DPP to be set up. A payment of $was received by TE via
ACH on ***. *** *** chose to
have the remaining balance of $split into installments of $each
to be paid in addition to her new energy charges over the next two months. The CSR that assisted *** *** with the DPP
read the required disclosures to which *** *** verbally agreed to the ter**
and conditions of the DPP.
*** *** received a
Disconnection for Non-Pay Notice (“DNP”) on *** stating that her services
would be eligible for disconnection beginning *** if a payment for the
Past Due Balance of $was not received in full before then. *** ***’s services were not disconnected
due to the establishment of the DPP which voided the DNP
TE’s Accounting Department
processed the DPP request on *** for a total of $***. Because the total Past Due balance was
$and a deferment of only $*** was entered, the remaining balance of
$*** was left Past Due. *** ***’s
account was set up with two installments of $totaling $***. *** *** was emailed a copy of the DPP
agreement on *** (See Attachment: DPP Agreement).
TE received a payment in the
amount of $*** via ACH on ***.
This payment was applied to the remaining Past Due balance of $***
that was not deferred
*** *** contacted TE’s
Customer Care Line on *** in regards to the invoice she received that was
generated on ***. *** ***
stated that she completed the payments on the DPP and there shouldn’t be any
remaining installments to be paid. After
reviewing the account, the CSR forwarded *** ***’s concerns to TE’s Customer
Care Manager who discovered the mistake in the setup of the DPP. The customer was advised of the error and
explained all debit and credits to provide an accurate allocation of all funds
received. In addition, the Customer Care
Manager reiterated that *** *** should have contacted TE once she discovered
the mistake on the DPP Agreement. As stated
in the final paragraph of the DPP “If
you are not satisfied with this agreement or if the agreement was made by
telephone and you feel this does not reflect your understanding of that
agreement, contact TriEagle Customer Care” (See Attachment: DPP Agreement).
*** *** is responsible
for all energy charges incurred at her premiseUnfortunately, because the
deferred balance of $*** is a result of energy charges incurred by **
***, TE is unable to credit her account for this balance. *** *** is still responsible for the remaining
deferred balance of $*** that is scheduled to be paid in installments of
$over the next two months. If **
*** wishes, she may remit full payment of $*** plus the current monthly
charges to complete payment of the deferred balance
Please contact me
if you have any questions, or require further information
To Whom It May Concern:
TriEagle received two separate
payments from *** *** on *** in the amounts of $and $via
ACH. The two payments totaled $
and satisfied *** ***’s most recent invoice which included one installment
of $for the DPP As a result of
the payments being received on time, *** ***’s account was not considered
past due and did not warrant a Disconnection for Non-Payment notice
Additionally, the late fee of
$was credited back to *** ***’s account on *** and will be
reflected on the next invoice. *** ***’s
account currently has a credit of $8.43.
TriEagle has made several good
faith efforts in regards to resolving *** ***’s complaint. However, because of the nature *** ***’s
desired resolutions, TriEagle is unable to compensate *** *** as
requested. At this time, TriEagle cannot
offer *** *** anything beyond crediting the late fee of $(which has
already been done)
Please contact me if you have any questions, or require further
information
This customer was enrolled as part of their municipality’s
participation in a Governmental Energy Aggregation(GEA) program, and was
specifically approved by the NJ Board of Public Utilities (BPU). The GEA
program allows a municipality to take all of their residents that are
not
currently being served by a Third Party Supplier (e.g. customers who
haven’t shopped their power and are on the utility default service) and bid out
their aggregated load ‘en masse’, allowing those customers to save money over
the default utility rates. This customer was part of the
Willingboro aggregation , and those customers are saving between 8-12% over the PSE&G default
rates right now
The GEA programs are ‘opt out’ programs, meaning that all customers received a letter and instructions on how to opt-out of participating
in the GEA program (they have calendar days to act or else they are enrolled
in the program). Customers are not committed to the GEA program for any
amount of time, individual customers can leave at any time (either return to
PSE&G’s default service, or they can switch to another Third Party
Supplier) without penalty
The customer is correct, they did not individually act to sign
up for the program because that isn't how the BPU set up these programs.
As the customer mentions in the complaint, they did receive the letter but they
did not act within the calendar day timeframe to opt out. Our system is showing this customer's account as ‘inactive’, so
they have since left our service. The bill from the time period they were
with us is valid, as they didn’t pay PSE&G for electricity supply during
that period
[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
Our billing system uses ZIP plus codes to determine the physical location of our customers to determine which taxes to assess when generating their monthly electricity bills This ZIP codes information is provided by the local utility (in this case, ***) In the case of Mr
*** the ZIP code contained in the enrollment data provided by *** did not include the plus info and, consequently, Mr*** was charged city tax and gross receipts tax
Our customer service team reached out to Mr*** obtained the plus for his ZIP code and updated his customer profile with the plus ZIP code information As a result of updating his plus information, our billing system will no longer be assessing city and gross receipts tax Additionally, a credit of $has been applied to Mr*** account and he will see that credit on his next bill
We feel this resolves Mr*** concerns and we thank him for his patience as we worked to provide a solution
To Whom It May Concern:
As previously stated, **.
[redacted] is responsible for all energy charges incurred at her premise. Although TriEagle made a mistake setting up
the DPP, [redacted] verbally agreed to a deferred amount of $132 in a recorded
call with TriEagle on [redacted]. TriEagle
cannot remove the Switch Hold from [redacted]’s account until the remaining
deferred amount of $[redacted] and all current charges are paid in full. Once the DPP has been satisfied, the Switch
Hold will be removed.
Please contact me if you have any questions, or require further
information.
October 21, 2016 Submitted via web to: odrcomplaint.Revdex.com.org The Dispute Resolution Team Revdex.com of Metropolitan Houston 1333 West Loop South, Ste.1200 Houston, TX 77027 Re: Casey Carter, #[redacted] ...
Dear Revdex.com Representative, This letter is in response to the complaint filed by [redacted] (“Customer”) on October 11, 2016 regarding TriEagle Energy LP (“TriEagle”). Customer’s complaint states that she has encountered difficulties in receiving a refund check from TriEagle. TriEagle apologizes for any inconvenience experienced by Customer. TriEagle can confirm that Customer’s refund check, totaling $70.24, was sent to Customer on October 13, 2016. Please note if Customer does not receive her check by October 24, 2016, she can contact a TriEagle representative directly at (203) 663-5209 and TriEagle will void the previous check, process a new check and send it via [redacted] to ensure delivery. 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, Carrie [redacted] Counsel
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. They state the**elves that only $[redacted] was placed on deferment when $132 was supposed to be. Remove the switch hold and I'll be satisfied.
Regards,
[redacted]
TriEagle has had an opportunity to investigate this case and we sincerely apologize for the issues that Mr. [redacted] has experienced. TriEagle takes great care to ensure that it or its representatives do not employ deceptive techniques when making sales or customer service calls. I can...
confirm that Mr. [redacted] was not "slammed" to TriEagle and no switch occurred. Additionally, the representative who handled the original call was pulled from the sales campaign, retrained and will be given another opportunity to participate in the campaign. The representative will be closely monitored by their supervisor and will be permanently removed from the campaign if the representative does not comply with the coaching and retraining instructions they've received.
January 13, 2017Submitted via web to: odrcomplaint.Revdex.com.orgThe Dispute Resolution TeamRevdex.com of Metropolitan Houston1333 West Loop South, Ste.1200Houston, TX 77027Re: [redacted]Dear Revdex.com Representative,This letter is in response to the complaint filed by [redacted] (“Complainant”) on behalf of...
her aunt [redacted] (“Customer”) on January 4, 2017, regarding TriEagle Energy LP (“TriEagle”). Complainant disputes Customer’s enrollment.To confirm, TriEagle does not operate in Massachusetts but during TriEagle’s research into Customer’s complaint it was determined that Customer has been served by an affiliate of TriEagle, [redacted], LLC (“[redacted]”). [redacted]’s records indicate that Customer’s account was acquired from another supplier, HOP Energy (“HOP”), that exited the Massachusetts market in 2015 and sold its customer accounts to [redacted]. Following Customer’s assignment to [redacted], HOP mailed Customer a notice detailing the transition of her account to [redacted] and confirmed that there would be no changes in the terms or conditions set forth in Customer’s original agreement. A copy of the notice Customer would have received is provided as Attachment A. Due to Customer’s assignment to [redacted] can confirm that Customer’s account was not enrolled through any door-to-door methods.[redacted] can confirm that Customer’s account was cancelled on January 4, 2017 and she will no longer receive service from [redacted].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],Carrie C[redacted]Counsel
[redacted] has not fulfilled
the ter** of the DPP. The payment of
$[redacted] received by TriEagle on [redacted] was applied to the past due balance of
$[redacted] that was not placed in deferment at the fault of TriEagle. Since the payment of $[redacted] was applied to
[redacted]’s past due balance, the DPP remains unsatisfied.
Per TriEagle policy, the
$[redacted] that has been deferred must be paid in full before the Switch Hold can
be removed from [redacted]’s account. In
addition, once a DPP has been set up on an account, it cannot be removed until
the entire deferred amount has been paid in full by the customer.
As a courtesy to [redacted],
the late fee of $8.43 that was assessed to [redacted]’s account on [redacted]
will be waived. The late fee waiver will
be applied to [redacted]’s account as a credit on her next invoice.
Please be advised that if a
payment for the current amount due of $252.39 is not received by midnight tonight
([redacted]), [redacted] will default on the DPP and will be eligible for
disconnection. In addition, if [redacted] defaults on the DPP, she will not be eligible
for another DPP for the next 12 months.
Please contact me if you have any questions, or require further
information.
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. The refund check was received hiwever that was after 2 full months of struggle with this company. The refund check was short $0.62 and service was never provided. I would also like to receive some additional compensation for the stress that this has caused my family.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] has not fulfilled the ter [redacted] of the DPP The payment of $ [redacted] received by TriEagle on [redacted] was applied to the past due balance of $ [redacted] that was not placed in deferment at the fault of TriEagle Since the payment of $ [redacted] was applied to [redacted] ’s past due balance, the DPP remains unsatisfied Per TriEagle policy, the $ [redacted] that has been deferred must be paid in full before the Switch Hold can be removed from [redacted] ’s account In addition, once a DPP has been set up on an account, it cannot be removed until the entire deferred amount has been paid in full by the customer As a courtesy to [redacted] , the late fee of $that was assessed to [redacted] ’s account on [redacted] will be waived The late fee waiver will be applied to [redacted] ’s account as a credit on her next invoice Please be advised that if a payment for the current amount due of $is not received by midnight tonight ( [redacted] ), [redacted] will default on the DPP and will be eligible for disconnectionIn addition, if [redacted] defaults on the DPP, she will not be eligible for another DPP for the next months Please contact me if you have any questions, or require further information
TriEagle Energy reiterates its previous position and believes it has acted in good faith in attempting to directly interface with the customer and to provide documentation from the regulatory agency which oversees the retail energy markets We feel we are justified and have regulatory basis for charging the $fee
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 After further review of the [redacted] [redacted] ***My findings are that the code in this case was an ***Insufficient funds is coded an an *** The TOS of the contract state for insufficient funds onlyWhile a simple review of competitors wording languages reveal that most others have a more clear understanding with no grey areasWhile using president from CPD does not fir this case, because the other case may not have been as well documentedWith my company, when we see an identical complaint in the contract wording, we examine it.The thirty dollars I have asked for refund was simply out of respectTriangle as a company doe not value it's customers because they live with the security blanket of high cancellation penalties which the average consumer does not want to pay.Trieagle is standing by its groundI hope they are happy with this groundWith as many hands as this case has touched it has costs Trieagle more than thirty dollars in timeI will share my experience with others and explain the old saying "You get what you pay for" If you want an energy provider, you guys provide energyThat is allNo customer service.Quite frankly, I am disappointed in the Revdex.com's involvementThere has been no intervention or arbitrationSimply forwarding emailsI could have done this alone Regards,
Dear Sir or Madam, The charges as presented on the customer's final bill from the customer's previous residence are valid The transfer form that the customer submitted was completely blank (see attached) and consequently, TriEagle had no way to know on which date he wanted his old service transferred to the new location Additionally, one of our corporate Customer Service Representative attempted to reach the customer two times and so did our customer service call center via email and phone calls to try to ascertain the date(s) the customer wanted the service transferred There are several of notes reflecting our attempts to contact the customer with no success TriEagle used what little information the customer provided in the email with the blank transfer form to switch service in the most efficient and convenient way in an effort to not disrupt the customer's electricity service at either location This effort to do not disrupt the customer's electricity service at his old residence, since the customer did not respond to our inquiries, resulted in charges of $12.94, which are valid charges Also, the phone numbers the customer provided at the time of his original enrollment were no longer in service.Best regards,TriEagle Customer Care
TriEagle has had an opportunity to investigate this case and we sincerely apologize for the issues that Mr [redacted] has experienced TriEagle takes great care to ensure that it or its representatives do not employ deceptive techniques when making sales or customer service calls I can confirm that Mr [redacted] was not "slammed" to TriEagle and no switch occurred Additionally, the representative who handled the original call was pulled from the sales campaign, retrained and will be given another opportunity to participate in the campaign The representative will be closely monitored by their supervisor and will be permanently removed from the campaign if the representative does not comply with the coaching and retraining instructions they've received
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 complaintI made a payment of $today, so part of that can be applied to the [redacted] DPP Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
the person I spoke with also verbally agreed to $132, but somehow put in $***Their mistake, not mineTake off the DPPI fulfilled what I was supposed to as per DPP.
Regards,
COMPLAINT
INFORMATION
Roman"">
Revdex.com Case # *** - TriEagle
Energy, LP
Customer
Information:
The details of this matter are as follows:
Complaint Involves:
Billing or Collection Issues
Customer’s Statement of the Problem:
On *** **, I started a deferred payment plan with the company, the total
on the installment plan was supposed to be $180, somehow the accounting
department changed it to $***. I have
made the payment for $*** on *** *.
I am now being told that I still have installments. The accounting department messed up, I have
yet to receive a revised statement saying that they did this, nor will they
credit my account with the $I did pay towards what I believed was the
installment plan. As per the disconnect
letter I received in ***, on *** * my services should have been disconnected
because the past due balance was no paid completely. My services were not disconnected and now the
company is trying to still collect the $that I was under the impression I
did not owe. Someone made a mistake in
THEIR accounting department, not me. The
recoded call states $being divided between months; the email about my
installment plan shows $being divided between months
Desired Settlement:
Credit $*** to the account
TRIEAGLE
RESPONSE
To Whom It May Concern:
*** *** contacted
TriEagle’s Customer Care Line on *** and requested a Deferred Payment
Plan (“DPP”) to be set up on her account for the past due balance of $188.85. *** *** was required to pay 30% of the
outstanding balance of $that day in order for the DPP to be set up. A payment of $was received by TE via
ACH on ***. *** *** chose to
have the remaining balance of $split into installments of $each
to be paid in addition to her new energy charges over the next two months. The CSR that assisted *** *** with the DPP
read the required disclosures to which *** *** verbally agreed to the ter**
and conditions of the DPP.
*** *** received a
Disconnection for Non-Pay Notice (“DNP”) on *** stating that her services
would be eligible for disconnection beginning *** if a payment for the
Past Due Balance of $was not received in full before then. *** ***’s services were not disconnected
due to the establishment of the DPP which voided the DNP
TE’s Accounting Department
processed the DPP request on *** for a total of $***. Because the total Past Due balance was
$and a deferment of only $*** was entered, the remaining balance of
$*** was left Past Due. *** ***’s
account was set up with two installments of $totaling $***. *** *** was emailed a copy of the DPP
agreement on *** (See Attachment: DPP Agreement).
TE received a payment in the
amount of $*** via ACH on ***.
This payment was applied to the remaining Past Due balance of $***
that was not deferred
*** *** contacted TE’s
Customer Care Line on *** in regards to the invoice she received that was
generated on ***. *** ***
stated that she completed the payments on the DPP and there shouldn’t be any
remaining installments to be paid. After
reviewing the account, the CSR forwarded *** ***’s concerns to TE’s Customer
Care Manager who discovered the mistake in the setup of the DPP. The customer was advised of the error and
explained all debit and credits to provide an accurate allocation of all funds
received. In addition, the Customer Care
Manager reiterated that *** *** should have contacted TE once she discovered
the mistake on the DPP Agreement. As stated
in the final paragraph of the DPP “If
you are not satisfied with this agreement or if the agreement was made by
telephone and you feel this does not reflect your understanding of that
agreement, contact TriEagle Customer Care” (See Attachment: DPP Agreement).
*** *** is responsible
for all energy charges incurred at her premiseUnfortunately, because the
deferred balance of $*** is a result of energy charges incurred by **
***, TE is unable to credit her account for this balance. *** *** is still responsible for the remaining
deferred balance of $*** that is scheduled to be paid in installments of
$over the next two months. If **
*** wishes, she may remit full payment of $*** plus the current monthly
charges to complete payment of the deferred balance
Please contact me
if you have any questions, or require further information
To Whom It May Concern:
TriEagle received two separate
payments from *** *** on *** in the amounts of $and $via
ACH. The two payments totaled $
and satisfied *** ***’s most recent invoice which included one installment
of $for the DPP As a result of
the payments being received on time, *** ***’s account was not considered
past due and did not warrant a Disconnection for Non-Payment notice
Additionally, the late fee of
$was credited back to *** ***’s account on *** and will be
reflected on the next invoice. *** ***’s
account currently has a credit of $8.43.
TriEagle has made several good
faith efforts in regards to resolving *** ***’s complaint. However, because of the nature *** ***’s
desired resolutions, TriEagle is unable to compensate *** *** as
requested. At this time, TriEagle cannot
offer *** *** anything beyond crediting the late fee of $(which has
already been done)
Please contact me if you have any questions, or require further
information
This customer was enrolled as part of their municipality’s
participation in a Governmental Energy Aggregation(GEA) program, and was
specifically approved by the NJ Board of Public Utilities (BPU). The GEA
program allows a municipality to take all of their residents that are
not
currently being served by a Third Party Supplier (e.g. customers who
haven’t shopped their power and are on the utility default service) and bid out
their aggregated load ‘en masse’, allowing those customers to save money over
the default utility rates. This customer was part of the
Willingboro aggregation , and those customers are saving between 8-12% over the PSE&G default
rates right now
The GEA programs are ‘opt out’ programs, meaning that all customers received a letter and instructions on how to opt-out of participating
in the GEA program (they have calendar days to act or else they are enrolled
in the program). Customers are not committed to the GEA program for any
amount of time, individual customers can leave at any time (either return to
PSE&G’s default service, or they can switch to another Third Party
Supplier) without penalty
The customer is correct, they did not individually act to sign
up for the program because that isn't how the BPU set up these programs.
As the customer mentions in the complaint, they did receive the letter but they
did not act within the calendar day timeframe to opt out. Our system is showing this customer's account as ‘inactive’, so
they have since left our service. The bill from the time period they were
with us is valid, as they didn’t pay PSE&G for electricity supply during
that period
I am still waiting for a response from TriEagle to my last statement, regarding the supervisor who was included in my initial complaint
[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
Our billing system uses ZIP plus codes to determine the physical location of our customers to determine which taxes to assess when generating their monthly electricity bills This ZIP codes information is provided by the local utility (in this case, ***) In the case of Mr
*** the ZIP code contained in the enrollment data provided by *** did not include the plus info and, consequently, Mr*** was charged city tax and gross receipts tax
Our customer service team reached out to Mr*** obtained the plus for his ZIP code and updated his customer profile with the plus ZIP code information As a result of updating his plus information, our billing system will no longer be assessing city and gross receipts tax Additionally, a credit of $has been applied to Mr*** account and he will see that credit on his next bill
We feel this resolves Mr*** concerns and we thank him for his patience as we worked to provide a solution
To Whom It May Concern:
As previously stated, **.
[redacted] is responsible for all energy charges incurred at her premise. Although TriEagle made a mistake setting up
the DPP, [redacted] verbally agreed to a deferred amount of $132 in a recorded
call with TriEagle on [redacted]. TriEagle
cannot remove the Switch Hold from [redacted]’s account until the remaining
deferred amount of $[redacted] and all current charges are paid in full. Once the DPP has been satisfied, the Switch
Hold will be removed.
Please contact me if you have any questions, or require further
information.
October 21, 2016 Submitted via web to: odrcomplaint.Revdex.com.org The Dispute Resolution Team Revdex.com of Metropolitan Houston 1333 West Loop South, Ste.1200 Houston, TX 77027 Re: Casey Carter, #[redacted] ...
Dear Revdex.com Representative, This letter is in response to the complaint filed by [redacted] (“Customer”) on October 11, 2016 regarding TriEagle Energy LP (“TriEagle”). Customer’s complaint states that she has encountered difficulties in receiving a refund check from TriEagle. TriEagle apologizes for any inconvenience experienced by Customer. TriEagle can confirm that Customer’s refund check, totaling $70.24, was sent to Customer on October 13, 2016. Please note if Customer does not receive her check by October 24, 2016, she can contact a TriEagle representative directly at (203) 663-5209 and TriEagle will void the previous check, process a new check and send it via [redacted] to ensure delivery. 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, Carrie [redacted] Counsel
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. They state the**elves that only $[redacted] was placed on deferment when $132 was supposed to be. Remove the switch hold and I'll be satisfied.
Regards,
[redacted]
TriEagle has had an opportunity to investigate this case and we sincerely apologize for the issues that Mr. [redacted] has experienced. TriEagle takes great care to ensure that it or its representatives do not employ deceptive techniques when making sales or customer service calls. I can...
confirm that Mr. [redacted] was not "slammed" to TriEagle and no switch occurred. Additionally, the representative who handled the original call was pulled from the sales campaign, retrained and will be given another opportunity to participate in the campaign. The representative will be closely monitored by their supervisor and will be permanently removed from the campaign if the representative does not comply with the coaching and retraining instructions they've received.
January 13, 2017Submitted via web to: odrcomplaint.Revdex.com.orgThe Dispute Resolution TeamRevdex.com of Metropolitan Houston1333 West Loop South, Ste.1200Houston, TX 77027Re: [redacted]Dear Revdex.com Representative,This letter is in response to the complaint filed by [redacted] (“Complainant”) on behalf of...
her aunt [redacted] (“Customer”) on January 4, 2017, regarding TriEagle Energy LP (“TriEagle”). Complainant disputes Customer’s enrollment.To confirm, TriEagle does not operate in Massachusetts but during TriEagle’s research into Customer’s complaint it was determined that Customer has been served by an affiliate of TriEagle, [redacted], LLC (“[redacted]”). [redacted]’s records indicate that Customer’s account was acquired from another supplier, HOP Energy (“HOP”), that exited the Massachusetts market in 2015 and sold its customer accounts to [redacted]. Following Customer’s assignment to [redacted], HOP mailed Customer a notice detailing the transition of her account to [redacted] and confirmed that there would be no changes in the terms or conditions set forth in Customer’s original agreement. A copy of the notice Customer would have received is provided as Attachment A. Due to Customer’s assignment to [redacted] can confirm that Customer’s account was not enrolled through any door-to-door methods.[redacted] can confirm that Customer’s account was cancelled on January 4, 2017 and she will no longer receive service from [redacted].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],Carrie C[redacted]Counsel
[redacted] has not fulfilled
the ter** of the DPP. The payment of
$[redacted] received by TriEagle on [redacted] was applied to the past due balance of
$[redacted] that was not placed in deferment at the fault of TriEagle. Since the payment of $[redacted] was applied to
[redacted]’s past due balance, the DPP remains unsatisfied.
Per TriEagle policy, the
$[redacted] that has been deferred must be paid in full before the Switch Hold can
be removed from [redacted]’s account. In
addition, once a DPP has been set up on an account, it cannot be removed until
the entire deferred amount has been paid in full by the customer.
As a courtesy to [redacted],
the late fee of $8.43 that was assessed to [redacted]’s account on [redacted]
will be waived. The late fee waiver will
be applied to [redacted]’s account as a credit on her next invoice.
Please be advised that if a
payment for the current amount due of $252.39 is not received by midnight tonight
([redacted]), [redacted] will default on the DPP and will be eligible for
disconnection. In addition, if [redacted] defaults on the DPP, she will not be eligible
for another DPP for the next 12 months.
Please contact me if you have any questions, or require further
information.
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. The refund check was received hiwever that was after 2 full months of struggle with this company. The refund check was short $0.62 and service was never provided. I would also like to receive some additional compensation for the stress that this has caused my family.
[Provide details of why you are not satisfied with this resolution.]
Regards,