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
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]. My findings are that the code in this case was an [redacted]. Insufficient funds is coded an an [redacted] The TOS of the contract state for insufficient funds only. While a simple review of competitors wording languages reveal that most others have a more clear understanding with no grey areas. While using president from CPD does not fir this case, because the other case may not have been as well documented. With 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 respect. Triangle 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 ground. I hope they are happy with this ground. With as many hands as this case has touched it has costs Trieagle more than thirty dollars in time. I 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 energy. That is all. No customer service.Quite frankly, I am disappointed in the Revdex.com's involvement. There has been no intervention or arbitration. Simply forwarding emails. I could have done this alone.
Regards,
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.
I believe that Tri Eagle should honor the word of both the CSR and manager who told me I would get my deposit credited to my account for my next bill. I do not feel that it is good business practice to rescind the word of any representative, particularly a manager, based on an arbitrary company policy, especially when my credit score would now qualify me for not needing a deposit upon enrollment. The need for a desposit should be based on my assessed risk of nonpayment. I have not had a service interruption or missed payment, simply been late by a couple days. Clearly, based on my credit score and the fact that I was offered a 3 year renewal, I should not be deemed a payment risk. I was also told in an email that I could receive my payment if I cancelled my account and reenrolled at my soon to be new address. So I'm considered a risk at one address but not the other? I'm having trouble understanding the logic there, and feel that they are forcing me to jump through unneccessary hoops and not displaying good business practices by honoring their manager's word. Refunding my deposit would not cost them money, as the deposit is able to be refunded anyway, based on telling me they're refund it if I cancelled my account. They're still receiving 100% of payment for service, so honoring the word of their manager costs them money. They're being obstinant and uncooperative for the sake of holding some arbitrary line. This is not good customer service or good business practices, in fact, it is borderline disrespectful.
Regards,
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 $30 fee.
October 13, 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: Jessica Cowick, #[redacted] Dear Revdex.com...
Representative, This letter is in response to the complaint filed by Jessica Cowick, formerly [redacted] (“Customer”) on October 3, 2016 regarding TriEagle Energy LP (“TriEagle”). Customer is disputing a $27.00 invoice from TriEagle and has requested documentation of the charge. TriEagle records all inbound and outbound communications on a customer’s account. On June 30, 2015, Customer contacted TriEagle to cancel her account as she was moving to a new address located in [redacted]. Customer’s final bill, generated for her then current address in [redacted] totaled $28.40 and was due July 24, 2015, provided as Attachment A. TriEagle sent Customer a copy of her final bill to her [redacted] address and to her email address on file of “[redacted].” On July 10, 2015, TriEagle applied a promotional credit to Customer’s account resulting in a $1.29 reduction in her final bill. As TriEagle never received payment from Customer in regards to her final bill, Customer’s account was sent to TriEagle’s collections department. To confirm, Customer still owes $27.11 to TriEagle and should remit payment immediately. 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 C[redacted] Counsel
December 11, 2015
Submitted via web to: odrcomplaint.Revdex.com.org
Mr. [redacted]
Revdex.com of Metropolitan Houston
1333 West Loop South, Ste. 1200
Houston, TX 77027
Re: ID # [redacted] - [redacted]
Dear Mr. [redacted]:
This letter is in response to the complaint submitted by [redacted] ("Customer") on November 24, 2015 regarding TriEagle Energy LP ("TriEagle"). The Customer states TriEagle Energy consistently sends late bills resulting in arrival after her bill due date and levies late charges.
My investigation of the Customer’s complaint revealed Customer’s + 4 code was omitted from Customer’s billing zip code address which may be in part the source of her bill delivery delay. In an effort to resolve the matter, I reached out to Ms. Long personally. I advised Customer that her + 4 code has been added to her billing address which should improve her bill delivery timeframe. Additionally, I faxed Customer her most recent statement and offered to activate our paperless billing option to her account. Customer appreciated the + 4 update, but declined paperless billing. Customer demonstrated an appreciation for the follow up call and indicated she would monitor her bill arrival timeframe and report any further delays; I will also contact Customer next billing cycle to confirm bill receipt.
I sincerely hope this meaningfully responds to the above complaint. If you should have any further questions, please do not hesitate to contact me by e-mail at [email protected].
Sincerely,
Kim S[redacted],
Compliance Director
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 $150 today, so part of that can be applied to the [redacted] DPP.
Regards,
[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 [redacted], and appreciate their efforts to resolve the situation --after their Customer Service initially tried to 'bully' me. I will continue to monitor mail delivery of their statements, as I am not convinced that theissue is resolved at this point. I did receive (finally, over 3 weeks later) my November statement on the 29th. The print-out did include the final four digits of my zip code. So -- although their rep says it was not included in her data base -- it was already showing up on my bills.Thank you as well, for your efforts.Sincerely,[redacted]
December 30, 2015Submitted via web to: odrcomplaint.Revdex.com.org[redacted]Revdex.com of Metropolitan Houston1333 West Loop South, Ste.1200Houston, TX 77027.Re: ID # 11005133 – [redacted] [redacted]Dear Mr. B[redacted],This letter is in response to the complaint filed by [redacted] (“Customer”) on December 19, 2015...
regarding TriEagle Energy (“TriEagle”). In the complaint, Customer states he did not request enrollment with TriEagle but was enrolled for service despite informing the company he did not wish to be enrolled.TriEagle’s records reflect Customer’s account was enrolled via his township of Howell, into the Citizens Energy Aggregation Program which is a Cooperative Purchasing Program. TriEagle became the supplier for this aggregation program in 2014. A notice regarding the Howell Aggregation was issued to Customer via USPS mail on or around July, 2 2014, please see attached. The notice gave Customer the option to opt out of the program without being enrolled for services, and stated that Customer could leave the aggregation at any time. There is no record of Customer attempting to contact TriEagle to opt out of the aggregation program, and, as a result, Customer’s premises were enrolled for service on September 30, 2014. To conclude, TriEagle submitted Customer’s cancellation request on December 22, 2015 and Customer’s account is in the process of returning to the utility.I sincerely hope this meaningfully responds to the above complaint. If you have any further questions, please do not hesitate to contact me by email at [email protected],Michelle R[redacted] Compliance Supervisor
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
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]. My findings are that the code in this case was an [redacted]. Insufficient funds is coded an an [redacted] The TOS of the contract state for insufficient funds only. While a simple review of competitors wording languages reveal that most others have a more clear understanding with no grey areas. While using president from CPD does not fir this case, because the other case may not have been as well documented. With 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 respect. Triangle 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 ground. I hope they are happy with this ground. With as many hands as this case has touched it has costs Trieagle more than thirty dollars in time. I 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 energy. That is all. No customer service.Quite frankly, I am disappointed in the Revdex.com's involvement. There has been no intervention or arbitration. Simply forwarding emails. I could have done this alone.
Regards,
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.
I believe that Tri Eagle should honor the word of both the CSR and manager who told me I would get my deposit credited to my account for my next bill. I do not feel that it is good business practice to rescind the word of any representative, particularly a manager, based on an arbitrary company policy, especially when my credit score would now qualify me for not needing a deposit upon enrollment. The need for a desposit should be based on my assessed risk of nonpayment. I have not had a service interruption or missed payment, simply been late by a couple days. Clearly, based on my credit score and the fact that I was offered a 3 year renewal, I should not be deemed a payment risk. I was also told in an email that I could receive my payment if I cancelled my account and reenrolled at my soon to be new address. So I'm considered a risk at one address but not the other? I'm having trouble understanding the logic there, and feel that they are forcing me to jump through unneccessary hoops and not displaying good business practices by honoring their manager's word. Refunding my deposit would not cost them money, as the deposit is able to be refunded anyway, based on telling me they're refund it if I cancelled my account. They're still receiving 100% of payment for service, so honoring the word of their manager costs them money. They're being obstinant and uncooperative for the sake of holding some arbitrary line. This is not good customer service or good business practices, in fact, it is borderline disrespectful.
Regards,
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 $30 fee.
October 13, 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: Jessica Cowick, #[redacted] Dear Revdex.com...
Representative, This letter is in response to the complaint filed by Jessica Cowick, formerly [redacted] (“Customer”) on October 3, 2016 regarding TriEagle Energy LP (“TriEagle”). Customer is disputing a $27.00 invoice from TriEagle and has requested documentation of the charge. TriEagle records all inbound and outbound communications on a customer’s account. On June 30, 2015, Customer contacted TriEagle to cancel her account as she was moving to a new address located in [redacted]. Customer’s final bill, generated for her then current address in [redacted] totaled $28.40 and was due July 24, 2015, provided as Attachment A. TriEagle sent Customer a copy of her final bill to her [redacted] address and to her email address on file of “[redacted].” On July 10, 2015, TriEagle applied a promotional credit to Customer’s account resulting in a $1.29 reduction in her final bill. As TriEagle never received payment from Customer in regards to her final bill, Customer’s account was sent to TriEagle’s collections department. To confirm, Customer still owes $27.11 to TriEagle and should remit payment immediately. 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 C[redacted] Counsel
December 11, 2015
Submitted via web to: odrcomplaint.Revdex.com.org
Mr. [redacted]
Revdex.com of Metropolitan Houston
1333 West Loop South, Ste. 1200
Houston, TX 77027
Re: ID # [redacted] - [redacted]
Dear Mr. [redacted]:
This letter is in response to the complaint submitted by [redacted] ("Customer") on November 24, 2015 regarding TriEagle Energy LP ("TriEagle"). The Customer states TriEagle Energy consistently sends late bills resulting in arrival after her bill due date and levies late charges.
My investigation of the Customer’s complaint revealed Customer’s + 4 code was omitted from Customer’s billing zip code address which may be in part the source of her bill delivery delay. In an effort to resolve the matter, I reached out to Ms. Long personally. I advised Customer that her + 4 code has been added to her billing address which should improve her bill delivery timeframe. Additionally, I faxed Customer her most recent statement and offered to activate our paperless billing option to her account. Customer appreciated the + 4 update, but declined paperless billing. Customer demonstrated an appreciation for the follow up call and indicated she would monitor her bill arrival timeframe and report any further delays; I will also contact Customer next billing cycle to confirm bill receipt.
I sincerely hope this meaningfully responds to the above complaint. If you should have any further questions, please do not hesitate to contact me by e-mail at [email protected].
Sincerely,
Kim S[redacted],
Compliance Director
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 $150 today, so part of that can be applied to the [redacted] DPP.
Regards,
[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 [redacted], and appreciate their efforts to resolve the situation --after their Customer Service initially tried to 'bully' me. I will continue to monitor mail delivery of their statements, as I am not convinced that theissue is resolved at this point. I did receive (finally, over 3 weeks later) my November statement on the 29th. The print-out did include the final four digits of my zip code. So -- although their rep says it was not included in her data base -- it was already showing up on my bills.Thank you as well, for your efforts.Sincerely,[redacted]
December 30, 2015Submitted via web to: odrcomplaint.Revdex.com.org[redacted]Revdex.com of Metropolitan Houston1333 West Loop South, Ste.1200Houston, TX 77027.Re: ID # 11005133 – [redacted] [redacted]Dear Mr. B[redacted],This letter is in response to the complaint filed by [redacted] (“Customer”) on December 19, 2015...
regarding TriEagle Energy (“TriEagle”). In the complaint, Customer states he did not request enrollment with TriEagle but was enrolled for service despite informing the company he did not wish to be enrolled.TriEagle’s records reflect Customer’s account was enrolled via his township of Howell, into the Citizens Energy Aggregation Program which is a Cooperative Purchasing Program. TriEagle became the supplier for this aggregation program in 2014. A notice regarding the Howell Aggregation was issued to Customer via USPS mail on or around July, 2 2014, please see attached. The notice gave Customer the option to opt out of the program without being enrolled for services, and stated that Customer could leave the aggregation at any time. There is no record of Customer attempting to contact TriEagle to opt out of the aggregation program, and, as a result, Customer’s premises were enrolled for service on September 30, 2014. To conclude, TriEagle submitted Customer’s cancellation request on December 22, 2015 and Customer’s account is in the process of returning to the utility.I sincerely hope this meaningfully responds to the above complaint. If you have any further questions, please do not hesitate to contact me by email at [email protected],Michelle R[redacted] Compliance Supervisor