WGL Energy Services, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November 6,
"TEXT-ALIGN: justify; MARGIN: 0in 0in 0pt; TEXT-AUTOSPACE: >
Washington Gas Energy Services, Inc(WGES) Summary of Investigation Revdex.com [redacted]
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted] [redacted]
Address: [redacted]
Investigation Summary: Gift Card
Customer Account Number: PED [redacted]
Customer Issue: Incentive program award delay
Summary Details:
Thank you MsSandal for taking the time to report these issues to WGES I have investigated your concerns and found that WGES failed you at two points in our process and I apologize for these issuesNot only did we delay the incentive for enrollment due in September but we also failed to provide you a prompt response to your questions provided to the WGES customer care center. We understand your concerns and frustration with WGES
WGES is providing you a gift card valued at $100. The WGES [redacted] gift cards are not pre purchased. This is due to the fact that all gift credit cards have a date where their value begins to decrease. If we are purchased the cards ahead or our need the value of the card begins to reduce for the customer at an earlier date. By waiting until the cards are needed we provide the customer with a card at full value and months lead time before the value declines.
While I do understand your frustration with WGES and the request to cancel without fee I must remind you that the incentive program was not an aspect of your contract. When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contractWGES is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers. The termination fees are set to cover these potential losses should a customer breach their contract before the term is complete.
Again I apologize for both errors and ask you to give us an opportunity to regain your trust. If you have questions for me you can call my office at ###-###-#### or email me at [redacted]@wges.comThank you
Documents forwarded: None
Actions by WGES: Increased gift card to $
Investigation completed by: Aileen *C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc

October 31,
"TEXT-ALIGN: justify; MARGIN: 0in 0in 0pt; TEXT-AUTOSPACE: >
Washington Gas Energy Services, Inc(WGES) Summary of Investigation Revdex.com [redacted]
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted]
Address: [redacted], MD, [redacted]
Investigation Summary: Cancellation by Customer
Customer Account Number: WGM / PEM [redacted] / [redacted]
Customer Issue: Customer disputes enrollment and contract details
Summary Details:
Attached please find copies of the recorded verifications completed on June 9, by [redacted]. Using an independent, third party service provided ensures that the customer has opportunities to ask questions, review any concerns and ensures that the customer fully understands all the details of their contracts
During the recordings the verifications agents restated all of the contract conditions including the cancel fee provisions, price and term. They also stated that these contracts included renewable products. They confirmed that [redacted] had a copy of each contract including all of the contract terms, prices and conditions. They reminded [redacted] that WGES provided a rescission period where he can cancel without conditions. Finally both agents asked [redacted] if his sales agent had explained the contracts clearly and [redacted] responded with a positive yes to each question
To ensure that [redacted] understood the contract WGES mailed out copies of each contract to him within a few days of his enrollment. Once again we reminded him that he could cancel during this rescission period without consequence. Copies have been provided.
When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contractWGES is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers. WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete
[redacted]' business is important to WGES. We are concerned that he feels after these extensive contract reviews that he misunderstood the contract. We will reduce his cancel fees from $to $and allow him to close both accounts. This offer expires on 11/7/at pm.
To accept the lower fee [redacted] can call the WGES customer care center to make these arrangements. They can be reached toll free Monday – Friday am to pm or Saturday am to pm except holidays at ###-###-####. Thank you for your attention to these matters.
Documents forwarded: Cancellation and enrollment contracts
Actions by WGES: Reduced cancel fee
Investigation completed by: Aileen *C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc

March10,
"">
Washington Gas Energy
Services, Inc(WGES) Summary of Investigation for Revdex.com Case
number [redacted].
Revdex.com: [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address: [redacted]
Investigation Summary: Customer cancelled early
[redacted] Electricity: [redacted]
Summary Details:
**[redacted] enrolled into the WGES fixed
rate electricity contract on 2/12/a copy of her recorded verification is
attached. During the sale the agent
reviews the customers' utility bill and explains the advantages of the WGES
service contract. After the sales
process is completed an independent verification agent speaks with the customer
and reviews the contract including, the price, the term and the contract
conditions. The verification agent is
careful to call out the contract conditions including the cancel fee
clause. When the customer completes this
process, the sales agent leaves the site and the customer is contacted again by
the independent verification agent to ensure that they understand the contact
and wish to enrollI have included a copy of the two recordings for your review
After the recorded verification WGES provided
**[redacted] received a second copy of the contract reviewing the offer,
providing the contract price and a complete set of the contract terms. This letter also provided a recession period. After completing the recession period without
cancellation WGES enrolled **[redacted].
I have included a copy of the letter for your review.
On 11/27/the utility notified WGES that **
[redacted] cancelled her WGES contract and selected a new su[redacted]ier. WGES contacted her by letter and phone to
remind her of the cancel fee and to offer her options to avoid the fee and complete
her contract term. She declined
When a customer signs a contract for energy su[redacted]y
with WGES at a guaranteed price and term, WGES purchases that entire quantity
of su[redacted]y from its wholesale su[redacted]iers on behalf of the customer for the term
of the contractWGES is obligated to not only honor its su[redacted]y commitments to
its customers but also payments to its wholesale su[redacted]iers. WGES sets
termination fees to cover potential losses should a customer breach their
contract before the term is complete
WGES is sorry to lose **[redacted] as a
customer we work hard to ensure that customers have a clear understanding of
our contracts, terms, prices and all conditions. We communicate during and after enrollment to
ensure that customers have a clear and complete understanding of the contractOnce
enrolled we continue to engage the customer with emission statements, notifications
and energy tips, When a customer changes
their mind we offer them options to avoid cancel fees**[redacted] can still
avoid the cancel fee by returning to complete her contract to reinstate please
call the WGES customer care team toll free Monday – Friday am to pm or
Saturday am to pm at ###-###-####.
Thank you for your attention to these matters
Documents
forwarded: Contract documents
Actions
by WGES: Provided customer reinstatement
Investigation completed by: Aileen PCannon,
Customer Care Manager, Washington Gas Energy Services, Inc

October 21,
"TEXT-ALIGN: justify; MARGIN: 0in 0in 0pt; TEXT-AUTOSPACE: >
Washington Gas Energy Services, Inc(WGES) Summary of Investigation Revdex.com [redacted]
Revdex.com Investigator: [redacted], Account Coordinator Revdex.com
Customer Name: [redacted]
Address: [redacted]
Investigation Summary: Cancellation by Customer
Customer Account Number: [redacted] Electricity Account [redacted]
Customer Issue: Customer disputes contract terms and conditions
Summary Details:
[redacted] enrolled into the fixed price, electricity contract on April 26, 2013. At the time of sale [redacted] was provided a brochure listing the contract conditions, price and term. To confirm that [redacted] understood the contract the verification agent reviewed the price, contract conditions and the cancel fee clause [redacted] confirms on tape as a matter of record that he read and understood the contract including the cancel fee clauseHe retained the brochure with his confirmation number for his recordsCopies of his recorded enrollment and the confirmation letter were provided to [redacted] for his review.
After completing the enrollment WGES sent a second copy and provided a recession period. After completing the recession period he enrolled. Both WGES and the utility confirmed the enrollment
[redacted]' business is important to us, we provide a very rigorous enrollment process employing independent third party vendor to review the enrollment to ensure that the customer has all of the contract details and information needed to make an informed decision. After enrollment we provide a rescission period which provides the customer time to compare this contract to other options and determine if they want to participate
Each year at renewal we notify our customers about their renewal options including new offers and opportunities. Each renewal contract is mailed using first class; return guarantee postage any contract not delivered is returned to WGES. If WGES cannot locate the customer, we cancel the contract until we are able to confirm with the customer their renewal options
When a customer signs a contract for energy supply with WGES at a guaranteed price and term, WGES purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contractWGES is obligated to honor its supply commitments to both its customers and wholesale suppliers. WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete.
Thank you for your attention to these issues if you have other questions please contact WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm at ###-###-#### if you have other questions.
Documents forwarded: Cancellation and enrollment contracts
Actions by WGES: None
Investigation completed by: Aileen *C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc

October 8, 2014
 
Washington Gas Energy Services, Inc. (WGES) Summary of Investigation the Washington Revdex.com: [redacted] updated
 
Revdex.com Representative: [redacted], Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address:  [redacted], MD [redacted]
Investigation Summary:  Contract Assumption [redacted] 2013
WGES Account Number:  [redacted]
 
Summary:
 
Thank you for your follow up question. All of our customers are important to us and we work to resolve every situation.  To ensure that we have reviewed each aspect of your concerns about an overpayment we investigated your electricity service account. 
 
As a marketer customer in the state of Maryland your service is provided as a purchase of receivables program also called POR.  Under this program [redacted] processes each bill and pays your marketer for the service provided.  They in turn collect from you and resolve any billing issue.
 
[redacted] pays only the total charges.  [redacted] will not forward more than the actual bill.  I can confirm that WGES never collected more than your monthly commodity cost. These charges were never overpaid by [redacted] and since you did not pay WGES directly there can be no overpayment. 
 
I provided the [redacted] history and as I confirmed the total charges and total payments on your [redacted] account for the service term with WGES equaled to $144.57.  This averaged a little over $16 a month.  As you reported your monthly expectation for your electricity service was $20 or less a month.
 
I hope this information has been helpful.  I am sorry that we cannot help you with your question, please be sure to work with [redacted] and [redacted] to see if they are able to resolve your issues.
 
 
 
 
 
 
 
 
 
 
 
Documents forwarded:  none
 
Actions by WGES:  Customer can contact WGES customer care for further review. 
 
Investigation completed by:  Aileen C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc.

November 11,
">
Washington Gas Energy Services, Inc(WGES) Summary of Investigation the Washington Revdex.com: [redacted]
Revdex.com Representative: [redacted], Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address: [redacted], FLA [redacted]
Investigation Summary: Contract requirements for notification
WGES Account Number: CNM [redacted]
Summary:
[redacted] first enrolled into the WGES fixed price, electric program with 100% national wind on July 13, 2012. A copy of her recorded verification is attached for your review. To ensure that [redacted] understood the contract WGES mailed her a complete copy including price, terms and contract conditionsWith this printed copy she was also provided a rescission period. A copy of the contract is attached for your review.
On 9/16/[redacted] contacted WGES customer care and reported that she had moved to Florida and her account was to be cancelled. The agent notified [redacted] that the utility had not notified WGES about the move. [redacted] requested that WGES notified the utility and the agent explained that this type of communication cannot come from a supplier. [redacted] would have to contact [redacted] and work with them to ensure that her account cancelled correctly
The agent and supervisor did confirm that as a courtesy WGES would cancel the contract without fee but we could not change the final billing without the utility notification. WGES did forward a request for information to the utility but we noted to [redacted] that the utility is under no obligation to speak to WGES on an account that is closedOnce a customer moves the utility does close the accounts with a notice of "final bill". WGES had not received any notification from the utility that this account was final billed.
As requested we have asked the utility to review the notice [redacted] forwarded to them about her move and if they confirm that she was not living at that home beyond the August contract date and the utility failed to provide the correct notification they will remove the billing and provide [redacted] a credit for those two months under the contract.
Thank you for your attention to these matters if you have other questions please contact the WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm at ###-###-####.
Documents: Original enrollment recording, contract and contract
Actions by WGES: Request to the local utility to review customer concerns on the final bill notice
Investigation completed by: Aileen *C[redacted], Customer Care Manager, Washington Gas Energy Services, Inc

March10,
"">
Washington Gas Energy
Services, Inc(WGES) Summary of Investigation for Revdex.com Case number [redacted]
Revdex.com: [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: **[redacted]
Address: 4[redacted]
Investigation Summary: Enrollment Process
Account: unknown
Summary Details:
Washington Gas Energy Services, Inc(WGES) is a subsidiary of
WGL Holdings, and an affiliate of a natural gas utility company that has served
the Washington metropolitan area for over years, Washington GasWGES was
created in to provide customers with competitive energy optionsWGES is
one of the largest energy suppliers in the Mid-Atlantic region and supplies
natural gas and electricity to over 350,commercial and residential
customers.
Under the WGES energy
program WGES provides customers the commodity portion of their energy bill
helping them by providing a known, budgeted cost for a specific term. This program is intended to provide budget
conscious consumers support in managing their energy costs. At enrollment all customers are provided a
review with their bill. We use the
customer bill copy to ensure that they understand what will change and the
value of the WGES program. Once they
agree to enroll they must work with an independent verification agent after the
sales person has left the site. This
involves two recordings done independent asking the customer a series of
questions to ensure that they read, understood and agreed to the contract prior
to the enrollment
After the verification
is completed a paper contract is mailed to the customer and the customer is
provided a recession period, only after completing that recession period
without cancellation is the customer enrolled.
Providing the customer a contract at enrollment, requiring the independent
verification agent to confirm that the customer has reviewed the contract
through a series of questions and then providing a second recession period with
a paper contract are far beyond the requirement for enrollment but necessary to
ensure that customers understand the program and want to participate
After sales are
complete a telephone survey is extended to new customers asking them about the
enrollment process and gathering information to help us improve our services
and engage our customers.
While all of these actions help us ensure a reliable enrollment and engage our
customers we do understand that problems can happen. We welcome the customers' questions and can
better explain the process by reviewing the individual customer informationTo
complete an investigation I would need the customer name, address and account
numbersPlease forward that information.
Thank you
Documents
forwarded: none
Actions
by WGES: none
Investigation
completed by: [redacted], Customer Care Manager, Washington
Gas Energy Services, Inc

October 20,
">
Washington Gas Energy Services, Inc(WGES) Summary of Investigation the Washington Revdex.com: [redacted]
Revdex.com Representative: [redacted], Consumer Specialist, DC Revdex.com
Customer Name: [redacted]
Address: [redacted] PA [redacted]
Investigation Summary: Enrollment and cancel process
WGES Account Number: [redacted]
Summary:
[redacted] enrolled into the variable rate program with WGES on September 6, 2013. A copy of her verification recording is available for review at the WGES customer care centerDuring the recording [redacted] reports that she has the contract details on a printed brochure and that the agent reviewed them with her. She completes the enrollment by confirming the price, term and contract type. A second copy of the contract was mailed to her shortly after enrollment. She was provided a recession period and her enrollment was completed with a final welcome letter and a notice from the utility.
Under the variable rate contract [redacted]' price changes each month. Currently her price is tracking at an average of cents per kWh for both generation and transmission while the utility rate is listed at cents per kWh
Because the price can change every month and seasonal factors can impact variable price contracts WGES provides several options for variable rate customers. They can cancel without canceled fee or switched to any fixed program that may better support their energy needs
When weather and seasonal factors impacted variable rate customers during the winter of – WGES send out letters and emails offering these customers a variety of options including a fixed contract. [redacted] did not contact WGES and she remained a variable rate customers. Per the request from this complaint I did cancel [redacted] contract. Her service will end at the next meter reading date following the utility acceptance. If she has any questions please call the WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm at ###-###-####. Thank you for your business
I hope this information has been helpful.
Documents forwarded: none
Actions by WGES: Contract cancelled no fee
Investigation completed by: Aileen Cannon, Customer Care Manager, Washington Gas Energy Services, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I am aware they have a recording of me saying I understand the cancellation policy and fee provisions.  I thought I did when the door salesman said "There is no commitment"  The door salesman made me believe I could walk away at any time.  So we did.  We are already enrolled with a different company.  My problem is this company tricks/manipulates you into a contract that you don't even know exists.  They didn't have me sign any papers or anything like that, or else I would have read and saw the hidden fees and said no.The companies solution is I come back and give them more money?!  Their argument is that they purchase all my power at whole sale early... How is that even plausible when they can't possibly know how much I'll use of the course of my "contract"This company lied and is now trying to cheat me.  I work hard for my money and can not justify giving it to "legal criminals"All I want is for them to leave me alone.

February 10, 2014
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted] updated
Revdex.com:  David Dennis, Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted] and [redacted]
Address:  [redacted], [redacted], PA [redacted]
Investigation Summary:  Customer disputes VR sale
PCO Electricity: [redacted]
Summary Details:
On May 8, 2013 at 6:48 pm **. [redacted]
enrolled into the WGES variable rate electricity program. A copy of his
recording is attached.  In the recording
**. [redacted] confirms that he has selected a variable rate contract.  The customer also confirms that he has read
and understands the contract terms and conditions.  A second verification call is completed after
his original enrollment and once more he confirms that he wishes to enroll into
the WGES contract. 
Additionally a follow up welcome /
confirmation letter provides a second copy of the contract, terms, price and
conditions clearly listing that this is a variable price product and providing
the first month price.  This letter provided
the customer a complete review of the contract and a second chance to cancel
prior to enrollment without issue. 
On June 5, 2013 the contract activated and
**. [redacted] received his first bill at the variable price of 7.6 cents per
kWh.  The following bills were all
provided at different variable rates and the WGES web site provides a complete
history of each variable price per month. 
WGES notified variable rate customers about the increase in market
prices due to the weather conditions; our goal was to offer customers options
so they could avoid these increases.
WGES continues to offer our variable rate
customers options and we can offer **. [redacted] a fixed rate contract beginning
with his March 2014 bill at 7.9 cents per kWh. 
This offer is not available to new customers and due to significant
changes in the market this price is only good till 5 pm on 2/14/2014.  I have included a copy of the contract terms
in this response to help **. [redacted] with his decision.  While no one knows where the market price
will go next we are concerned that continued cold weather will impact demand
and increase the variable price. 
To accept this offer please contact WGES
customer care between 02/10/2014 and 02/14/2015 Monday – Friday 7 am to 7 pm or
Saturday 8 am to 4 pm at [redacted]. 
Any agent can complete this new contract for him.  Please note his offer is time sensitive. 
Documents
forwarded:  variable contract and welcome letter for May
2013 contract. 
Actions
by WGES:  none
Investigation completed by:  [redacted],
Customer Care Manager, Washington Gas Energy Services, Inc.
WGES ELECTRICITY SUPPLY– TERMS AND CONDITIONS FOR OPTION 2
General Conditions
Washington Gas Energy Services (WGES) is licensed by the
Pennsylvania Public Utility Commission (License no. A-110158) to offer and
supply electricity generation and transmission in Pennsylvania and is a
qualified electricity supplier under PECO's Tariff. Generation prices and
charges are set by the electric generation supplier you have chosen.  The Public Utility Commission regulates
distribution prices and services.  The
Federal Energy Regulatory Commission regulates transmission prices and
services, WGES prices are for electricity and transmission and include gross
receipts tax.  WGES supplies electricity
to your Electric Distribution Company, PECO (PECO or your EDC), based on how
much you consume and PECO delivers the electricity to you using their
electricity distribution wires.  The
distribution of electricity cannot be terminated or interrupted by PECO as a
result of any dispute between you and WGES. WGES is a subsidiary of WGL
Holdings, Inc., and an affiliate company of Washington Gas.  The WGES Electricity Supply – Offer (Offer),
together with these WGES Electricity Supply – Terms and Conditions (Terms and
Conditions), constitute the entire WGES Electricity Supply Agreement
(Agreement) between you and WGES.  You
must remain a PECO customer in Pennsylvania and provide WGES with complete and
accurate information to begin and continue service.
Electricity Supply Service
WGES agrees to sell you electricity supply at the price,
term, wind power percentage and wind power source indicated in the Offer.  These prices apply 24 hours a day and will
begin on your next applicable Meter Read Date. The WGES Fixed Price Plan will
extend for the term indicated in the Offer. 
If you select the WGES Variable Price Plan, the monthly price indicated
is only for the first month’s usage and the price for each subsequent month’s
usage will be determined by WGES in response to changing market conditions and
posted at www.wges.com on or before the 25th day of each month.
Wind Power Service
WGES agrees to sell you wind power at the percentage, prices
and source indicated in the Offer. If you choose to purchase electricity
generated from wind power when a previously executed Agreement between you and
WGES is in effect, this choice shall amend and be incorporated into your prior
Agreement.  Wind power is provided by
WGES by purchasing wind energy credits from wind farms consistent with the wind
source and percentage indicated in the Offer.
Green-e® Energy
When you purchase 50% or 100% WGES CleanSteps® WindPower
(local wind power), WGES PA WindPower (Pennsylvania wind power) or WGES
National Wind Power, your product is Green-e Energy certified.  Green-e Energy was established by the
non-profit Center for Resource Solutions to provide information and an objective
standard for consumers to compare renewable energy options, and to verify that
consumers get what they pay for. For more information on Green-e® Energy
certification requirements, call 1-888-63-GREEN or log on to www.green-e.org.  The product content label for 50% and 100%
local wind is available at www.wges.com/localpcl; the product content label for
50% and 100% Pennsylvania wind is available at www.wges.com/papcl; the product
content label for 50% and 100% national wind is available at www.wges.com/nationalpcl.
Billing and Payment
You will receive a single bill from your EDC that will
contain their charges and WGES's charges. Payments will be due and payable to
your EDC according to your EDC’s billing schedule and policies. You are
responsible for WGES charges, your EDC’s charges consistent with their filed
tariffs, and for all applicable taxes. If you are exempt from sales tax, you
must submit a sales tax exemption form to WGES before any exemption can be
processed. WGES may charge a late payment fee of 1.25% per month on any past
due balances. WGES reserves the right to change billing methods. You will be
responsible for all costs, including legal fees, associated with the collection
of outstanding balances.
Net Metering
If you currently own, or plan to install during the term of
this Agreement an electrical generating facility in order to supply any of your
electricity usage, and the generating facility is or will be net metered by
your EDC, you must notify WGES in order to properly enroll or continue to serve
you. For any billing period during which you generate more electricity than you
use, WGES will calculate any credits due and will attempt to apply them to
WGES’s charges during the next billing cycle. 
If net metering credits accumulate, WGES will calculate the payment owed
once per year after May 31, and provide payment to you once per year, by June
30, at the price indicated in your Offer.
Budget Bill Plans
If you are enrolled in your EDC’s budget bill plan, you will
continue to receive budget bills following account reconciliation with your
EDC.
Automatic and Early Contract Renewal Options
You may cancel this Agreement by notifying WGES in writing by
mail or by calling us at 1-888-236-WGES. If you cancel this Agreement, the
effective termination date will be on the next applicable meter read after your
EDC processes your cancellation request. Fixed Price Plan: An early termination
fee of $150 will be charged to you. WGES will bill this fee separately from the
EDC bill; and, this fee will be due 30 days upon receipt of WGES bill. This fee
will be waived if you cancel within the applicable rescission period or if you
move. Variable Price Plan: No cancellation fee applies. If you cancel this
Agreement, you will have the option of returning to the EDC's service or
choosing another electricity supplier. WGES reserves the right to deny you
subsequent enrollment in any WGES energy supply service.
Termination by WGES
WGES may terminate this Agreement on 30 days written notice
as a result of the following: (1) non-payment by you; (2) changes in any
legislation, regulation or EDC tariff that adversely affect this Agreement; or
(3) Acts of God. The effective termination date will occur on the next
applicable meter read date, and upon termination with WGES, you will be
returned to your EDC’s service.
Termination by Customer & Early Cancellation Fees
You may cancel this Agreement by notifying WGES in writing by
mail or by calling us at 1-888-236-WGES. If you cancel this Agreement, the
effective termination date will be on the next applicable meter read after your
EDC processes your cancellation request. Fixed Price Plan: An early termination
fee of $150 will be charged to you.  WGES
will bill this fee separately from the EDC bill; and, this fee will be due 30
days upon receipt of WGES bill.  This fee
will be waived if you cancel within the applicable rescission period or if you
move. Variable Price Plan:  No
cancellation fee applies. Should you terminate this Agreement, you will have
the option of returning to the EDC's service or choosing another electricity
supplier. WGES shall have the further right to deny you subsequent enrollment
in any WGES energy supply service.
Change of Residence
If you move, you may cancel your Agreement without penalty by
contacting WGES in writing by mail within 45 days of such change. A final meter
reading will be made at your old address and your account will be closed and
finalized with your EDC and WGES.  If you
move within your EDC’s service territory, you may have the option of signing a
new Agreement with WGES at your new residence.
Assignment
You may not assign this Agreement.  WGES may transfer, assign or sell this
Agreement in connection with any financing, to any of its affiliates, to anyone
succeeding in interest to all or substantially all of WGES’ assets or business,
or to another supplier licensed to conduct business in your EDC’s service area.
Limitation of Liability
You understand and agree that there are no warranties, either
express or implied, associated with this offer or the natural gas and/or
electricity service sold under this Agreement. WGES will bear no liability to
you or any third party for consequential, punitive, incidental, special, or
indirect damages.  This Agreement constitutes
the entire Agreement between you and WGES. No statement, promise or inducement
made by either party that is not contained in this Agreement shall be valid or
binding.
Information Release Authorization
Through this Agreement, you authorize WGES to obtain
information from your EDC that includes, but is not limited to: billing
information and history, payment information and history, historical and future
electricity usage, meter readings, including smart meter readings, and
characteristics of electricity service.
Dispute Procedures
WGES can be reached by mail at: WGES Correspondence Center,
P.O. Box 24475 Cleveland, OH 44124-0475. Please contact WGES at the address
above or call our Customer Care Center toll free at 1-888-236-WGES Mon – Fri
between 7:00 am to 7:00 pm ET, and Saturdays 8:00 am to 4:00 pm ET, except
holidays, to answer questions or resolve any disputes regarding this Agreement.
You may call the Pennsylvania Public Utility Commission at 1-800-782-1110 or
write to them at the Bureau of Consumer Service, P.O. Box 3265, Harrisburg, PA
17105-3265 if you are not satisfied after discussing your terms with WGES. The
Public Utility Commission's website address is www.puc.state.pa.us and more
information about energy choice may be found at www.papowerswitch.com. The
Office of Consumer Advocate's phone number is 717-783-5048 and their website
address is www.oca.state.pa.us.
Contact Information
Supplier Name: Washington Gas Energy Services P.O. Box 24475,
Cleveland, OH 44124-0475 1-888-236-WGES (toll free) Mon. - Fri. 7:00 am to 7:00
pm ET or Saturday between 8:00 am to 4:00 pm ET, except holidays, www.wges.com.
Electric Distribution Company (Provider of Last Resort): PECO Customer Service
Center, 2301 Market Street, P.O. Box 8699, Philadelphia, PA 1-800-494-4000. For
information about PECO's universal service programs, call 1-800-494-4000.
Public Utility Commission: Pennsylvania Public Utility Commission P.O. Box
3265, Harrisburg, PA 17105-3265 Electric Competition Hotline Number
1-888-782-3228.
WGES reserves the right to cancel the availability of its
electricity offers at any time.

Customers
who use:




500
kWh of electricity




1000
kWh of electricity




2000
kWh of electricity




With
the 1 Year Fixed Price Plan You Will Pay:




«AR1_Rate»¢ per kWh




«AR1_Rate»¢ per kWh




«AR1_Rate»¢ per kWh




With
the 1 Year Fixed Price Plan  with 50%
PA Wind Power, You Will Pay:




«RO_Rate»¢ per kWh




«RO_Rate»¢ per kWh




«RO_Rate»¢ per kWh



These
prices will be effective on the applicable meter read date and will extend for
the term specified in the Energy Supply Agreement.
*Variable Month to Month price may change each month based on
market conditions.  Updated pricing information
is available at www.wges.com.

March 17, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: [redacted]Address:  [redacted], Washington, DC, [redacted]Investigation...

Summary:  Enrollment and Contract ProcessCustomer Account Number: WGD Natural gas and PEM Electricity [redacted]Thank you for this opportunity to address [redacted]’ concerns, WGL Energy has reported on [redacted]’ enrollment and contracts earlier this week when she filed her complaint with a DC consumer group.  We understand that the information provided was passed along to [redacted] including a copy of her recorded enrollment and her contracts.  Attached are copies of the same recording and enrollment contracts.  Please note that during the recorded enrollment [redacted] was asked if she read the contract including the terms, rates and contract conditions.  She replied with a firm yes.  Then the independent, third party verification agent asked [redacted] if she was aware of the auto renewal and cancel fee clauses.  She replied again with a firm yes.  Last the agent explained the contract, provided a rescission period and asked if the sales agent explained everything clearly and once more [redacted] responds with a clear and firm yes.  She goes on to offer a personal compliment to the agent for providing the contract information and ensuring that she was well informed.     In 2012 her natural gas contract ended when she was returned to the utility for nonpayment.  She canceled the electricity contract on 2/2/2016.  WGL Energy is always ready to work with our customers.  We responded to [redacted]’ questions, supplied her energy as outlined in the contract and we processed her cancellation when she made that request.  Her account remains past due and collection efforts will continue.  WGL Energy works closely with our customers to ensure a clear understanding of all contracts and services.  We utilize only first class, return guarantee postage to ensure any contracts not delivered to the customer are returned to WGL Energy.  Next we provide confirmation at every stage of the contract.  While these letters are not required we feel strongly that the notification to customers ensures that they understand the contract and are aware of their obligations.  Thank you for your review, please let us know if you have any questions.  Summary of actions:Documents forwarded:  recorded enrollments, contract copies, renewal contractsActions by WGL Energy:  none Investigation completed by:  Aileen *. C[redacted], Customer Care Manager, WGL Energy

April 28, 2014
 
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted]
 
Revdex.com:  [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address: [redacted], DE [redacted]
Investigation Summary:  Enrollment Issue
Account Number:  CND [redacted]
 
Summary Details:
 
**. [redacted] enrolled his electric accounts with Washington
Gas Energy Services, Inc. (WGES) on 2/28/2013. 
A copy of his recorded verification can be obtained by calling
WGES.  Both **. [redacted] and **. [redacted] are recorded on tape during the verification. They indicate that the
account holder is **. [redacted] with **. [redacted] as the son.  **. [redacted] completed the recording after
his father had difficulty with the recording process. 
 
After
the recorded enrollment WGES provided **. [redacted] a full copy of the contract and
extended him a ten day rescission period. 
During this time **. [redacted] could review the offer and compare to the
utility or to other suppliers.  He was
not enrolled until this period was completed without cancellation.  Then the utility notified **. [redacted] about the
enrollment and they too provided him a rescission period before
enrollment.  Once he completed both rescission
terms his account was activated. 
As a final review WGES sent **. [redacted] a welcome letter.  This letter provided him an opportunity to
review the contact and cancel without fee in the first month of service.  **. [redacted] completed the term, received and
paid for the electricity. During these months WGES worked with **. [redacted] on his account
and we provided him an emissions overview and other customer centered correspondence.  In fall 2013 **. [redacted]’ account became past
due.  WGES contacted **. [redacted] but he
failed to return our calls until April 2014. 
 
During
our collection actions WGES continued to work to offer **. [redacted] options to
continue his service and catch the account up. 
Since we did not hear from him we did cancel his service but we remain
committed to helping him resolve this issue and close out the account.  WGES is willing to drop the cancel fee and
negotiate on the unpaid balance but **. [redacted] will have to contact WGES.  He can reach [redacted] in collections toll fee
Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-#### or
speak to **. [redacted] or **. [redacted].  We are always willing to work with our
customers to resolve issues.    
 
Thank
you for your attention to these matters we look forward to hearing from **.
[redacted]. 
 
Documents
forwarded:  available upon requests
 
Actions
by WGES:  pending customer contact resolve billing
issues
 
Investigation completed by:  [redacted],
Customer Care Manager, Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Once again, the response is loaded with false statements and fabrications (along with grammatical errors). 
1.  The
contract provides for a renewal process. 
First of all, let's be clear... the contract "allows" for a renewal process, but does not require one.  As I mentioned in my first correspondence, the renewal clause of the original contract (the only one I agreed to) opens with "If WGES chooses to renew."  It is not the burden of the customer to reach out to WGES to check to see if the contract will be renewed.  If a customer doesn't receive a renewal contract offer, the only reasonable assumption is that the contract will not be renewed.
2.  That process began with the letter dated 10/17/2013 providing **.
[redacted] an option to selected new offers from WGES, continue in the same
formatted product with a new price or make other arrangements including
returning to the utility or selecting a new supplier prior to the contract
expiration date on 11/5/2013.
After
the contract expiration date and according to the contract terms **. [redacted] new
service contract engaged. 
All of this is null and void since I did not receive the contract renewal offer mentioned above.  The "silence is acceptance" paradigm only functions on the premise that each party is aware of the terms of the agreement, which was not the case here.
 
3.  Each document mailed using first class, return guarantee postage.  While this is a more expense option it
ensures that any correspondence not delivered to the customer is returned to
WGES service where we can take appropriate actions.  There was no returned correspondence from **.
[redacted] account.
It seems that everyone at WGES is under the illusion that USPS First-Class return service provides some sort of proof of delivery.  First of all, I think WGES meant "this is a more expensive option", not "this is a more expense option".  Right from the USPS website:  "First-Class
Mail is forwarded to the new address free of charge and, if
undeliverable, returned to you for free. That’s really good value for
your postage."  ([redacted]).  Even if there were a charge involved for return service, WGES is cutting corners with something they are trying to consider a legally binding contract.  Return service does not "ensure" anything.  It involves no tracking, delivery confirmation, or proof of receipt.  These are all options offered by USPS, as well as FedEx and UPS.  If WGES was really concerned that all of their customers received such an important legally binding contract, they would choose one of these options so that they could provide actual proof that the contract was delivered.  As it stands now, they have no proof, just an copy of the letter they claim was sent.  USPS employees are not perfect... this is a fact, not an opinion.  Sometimes mail is delivered to the wrong box.  Sometimes mail is lost.  The bottom line is that you cannot legally bind someone to a written contract if they didn't have the opportunity to read it.
4.  We reached out and engaged **. [redacted] offering him
options to avoid the cancel fee. He declined these offers, the cancel fee was
processed and his account closed. 
While WGES does not offer price match we do
offer customers competitive options.  Since
each call to the customer care center is recorded we can confirm the offers we
provide to our customers. 
This is completely fabricated.  There was never any offer made to me.  The only two options I had been presented with until now have been (1) pay $200 termination fee or (2) stay in the new contract.  I'd love to hear such a recorded call where I declined a different offer.
5.  The current options for **. [redacted] include
returning and completing his current contract or taking a lower rate with a onetime
fee of $15.00 and a lower price of 61 cents per therm with the same contract
terms.  Both contracts provide him price
protection and guarantee his price for one full year.
This is laughable.  Here are the natural gas consumption numbers for my home for all three years we've lived in it (I have proof of this): 
2011:  550 therms
2012:  517 therms
2013:  757 therms
This averages 608 therms per year in our house.  Let's do some arithmetic... The new deal gives us:
(608 therms/year * $0.61/therm) + $15 one time fee = $385.88 for the year.
Keeping the new contract gives us:
(608 therms/year * $0.63/therm) = $383.04 for the year.
Not exactly a competitive option when (on average) we will likely pay more than if we kept the new contract.  Even if we matched our highest consumption ever at 757 therms for the year, these two deals would be nearly identical.
I think WGES should chalk up whatever business expense they claim to be incurring here to the corners they've cut with their contract renewal attempts.  If they'd used delivery confirmation, we wouldn't be having this discussion.
Regards,
[redacted]

January 29, 2014
Washington Gas Energy
Services, Inc. (WGES) Summary of Investigation for Revdex.com Case
number [redacted] updated
Revdex.com:  [redacted], Revdex.com (Revdex.com),
Trade Practice Consultant
Customer Name: [redacted]
Address:  [redacted]
Investigation Summary:  Active customer wants to cancel without fee,
short of term
Summary Details:
As
we reported **. [redacted] received a
direct mail offer from WGES reporting the contract price, the term, and
contract conditions after reviewing the offer he enrolled at the web site which
required him to confirm that he read and understood the contract terms and
conditions prior to enrollment. 
The
contract provides for a renewal process. 
That process began with the letter dated 10/17/2013 providing **.
[redacted] an option to selected new offers from WGES, continue in the same
formatted product with a new price or make other arrangements including
returning to the utility or selecting a new supplier prior to the contract
expiration date on 11/5/2013.
After
the contract expiration date and according to the contract terms **. [redacted] new
service contract engaged.  On 12/3/2013 WGES
provided **. [redacted] a confirmation letter reporting the end of the renewal
cycle and thanking him for his contract. 
Each document mailed using first class, return guarantee postage.  While this is a more expense option it
ensures that any correspondence not delivered to the customer is returned to
WGES service where we can take appropriate actions.  There was no returned correspondence from **.
[redacted] account. 
As we noted on 12/30/2013 the utility
contacted WGES and notified us that **. [redacted] had selected a new supplier
ending his new contract. We reached out and engaged **. [redacted] offering him
options to avoid the cancel fee. He declined these offers, the cancel fee was
processed and his account closed. 
While WGES does not offer price match we do
offer customers competitive options.  Since
each call to the customer care center is recorded we can confirm the offers we
provide to our customers. 
The current options for **. [redacted] include
returning and completing his current contract or taking a lower rate with a onetime
fee of $15.00 and a lower price of 61 cents per therm with the same contract
terms.  Both contracts provide him price
protection and guarantee his price for one full year.  To take advantage of either offer **. [redacted]
must call the WGES customer care center toll free Monday – Friday 7 am to 7 pm at
###-###-#### by 2/10/2014.  These
offers expire at that time.  We look
forward to hearing from **. [redacted] soon.
Documents
forwarded:  contracts
and example of DM
Actions
by WGES:  none
Investigation completed by:  [redacted]. [redacted],
Customer Care Manager, [redacted] Energy Services, Inc.

August
22, 2014
 
Washington Gas Energy Services, Inc. (WGES) Summary of
Investigation the Washington Revdex.com: 10180237 updated
 
Revdex.com Representative: [redacted], Consumer Specialist, DC
Revdex.com
Customer Name: **. and [redacted]. [redacted]
Address:  [redacted], VA [redacted]
Investigation Summary: 
Enrollment into the WGES fixed rate contract
WGES Account Number:  WGV account number [redacted]
 
Summary:
**. [redacted] enrolled on line on April 15,
2014 at 3:53 pm into the WGES fixed price natural gas program. 
 
Details:
While we understand that **. [redacted] feels
that she was, mislead.  It is important
to point out that at enrollment the web provided her clear, accurate and up to
date information when she enrolled, and again the utility notified her within
days of her request about the enrollment offering her the option to cancel
without service start.
 
Then over the next six-week period, WGES provided
her two letters reporting on the progress and listing every detail of her
contract including the cancel fee provision. 
At anytime in this period **. [redacted] could have cancelled prior to service
start and without cancel fee.
 
Our customer care team is available each
week.  We will work with **. [redacted] to
understand her experience and if we find any issue, we will correct it and
allow her to complete her contract without issue.  We welcome the opportunity to speak with **.
[redacted] and walk through each of these events.
 
However, we do understand that **. [redacted]
may not wish to return and in this event, we will work with her on payment arrangements
for the cancel fee.  The payment arrangements
will ensure that she will not face additional collection fees or interest
charges.    
 
We look forward to hearing from **. [redacted]
so we can work out these issues and help her return to the contract and eliminate
the cancel fee.  This offer expires on
8/29/2014 at 4 pm.
 
The WGES customer care center is available Monday
- Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at
###-###-####.  We look forward to
helping **. [redacted] resolve these issues. 
These offers expire on 8/29/2014 at 4 pm.  Thank you 
 
 
 
 
Documents: Provided previous response  
 
Actions by WGES:  Reinstatement
 
Investigation
completed by:  Aileen *. C[redacted], Customer Care Manager,
Washington Gas Energy Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There are several false statements and omissions in the response from WGES.
1.  "He could cancel, select a new supplier,
return to the utility, choose a new WGES offer or remain in the same program at
a new rate.  **. [redacted] selected to
remain in the same program at a new price."
I never received any renewal notice.  I did not "select" or agree to anything regarding staying in the program at a higher rate.
2.  "WGES forwarded **. [redacted] a
letter explaining that his recent cancel carried cancel fees.  He contacted WGES by email asking for a price
match."
In my email, I did not ask for a price match.  I asked for a reasonable solution to this problem (matching the offer by [redacted] was one of three reasonable solutions that I proposed).  I have attached that email (along with the response from WGES) to this memo.
3. "WGES requested that he contact
the WGES customer care center toll free at ###-###-#### to review our offers
but WGES does not provide price match support due to the fact that our
contracts are fully guaranteed.  **. [redacted] has not contacted the customer
care center and a cancel fee invoice has been processed for the cancel
fee.  WGES is always willing to work with
our customers and we would be pleased to work with **. [redacted] and we encourage
him to call the customer care center to review his options to avoid a cancel
fee."
I contacted WGES via phone on 1/4/2014, by email on 1/6/2014, by letter on 1/6/2014, by phone on 1/11/2014, and again by phone on 1/21/2014.  Each subsequent time that I spoke to a representative, they seemed clueless about the situation and gave information that contradicted previous WGES claims.  During all of these communications, there were never any options presented to me.  During the phone call on 1/4, the representative was very clear in explaining that my only option to avoid the $200 cancel fee was to stay in the new contract.  In the response to my email (attached), WGES spit out almost the exact same line above "We will work with you and offer you competitive options to avoid the cancel fee."  But no such options were discussed.  During my phone call on 1/11 there were no options presented to me at all.  The representative assured me that I would receive a callback within two business days, but I received no such call.  During my call on 1/21, the only option presented to me was to remain in the new contract.  So, if WGES has competitive options for me to avoid the fee, I'd love to hear them, but I haven't heard a single one yet.
If WGES actually wanted to "work with me" and keep me as a customer, they would call me to discuss these options they keep mentioning.  There has been no resolution from my complaint and furthermore, not once has anyone acknowledged the fact that I never received (much less agreed to) a renewal contract.
Regards,
[redacted]
Jan 6
To whom it may concern:
I had an unfortunate experience today on the phone with a Customer
Care Representative when I called about an issue regarding a
cancellation fee.  I called because we received a letter from
WGES dated January 2, 2014 that states that our Natural Gas Supply
Agreement with WGES is scheduled to terminate before the end of my
contract term.  The letter continues to mention that an early
termination fee may be applied to my account as stated in my
agreement.  It closes by stating “We would like the
opportunity to continue our service to you and prevent you from being
charged a cancellation fee.  Please call our Customer Care
Center at ###-###-#### if you would like to discuss your account
options…”
I mentioned that I didn’t understand why we received this letter
because we were under the impression that our original contract had
expired.  In fact, we had received a previous letter dated
December 5, 2013 stating that our rate would be increased, which was
the reason that we sought a different provider in the first place. 
However, we never received any information or paperwork about the
terms of new contract or a renewal of our original contract.  We
assumed that we were now on some sort of month-to-month agreement
with a new guaranteed rate through November 2014.
The representative told me that my renewal letter was mailed out
October 17, 2013.  When I told her we never received such a
notice, she didn’t seem to care and just kept telling me that this
letter was in fact sent via first-class mail.  She told me that
since we never replied to this letter, we were automatically renewed
at the higher rate as part of our original contract.  When I
asked if she could prove that we received the letter, she told me
that all of their correspondences are sent via first-class mail and
this letter was not returned by the post office, which she mentioned
was proof that we received the letter.
Upon re-reading the fine print of our original contract, I noted
the section on “Automatic Contract Renewal.”  The first
sentence reads:  “If WGES chooses to renew Customer’s
Agreement, then:  Forty-five (45) days prior to the end of the
term of the Agreement, WGES shall send customer a notice offering a
revised WGES Natural Gas Supply – Offer and WGES Natural Gas Supply
– Terms and Conditions for a Renewal Term.”  So, it seems
reasonable that a customer who did not receive such notices would
assume that WGES chose not to renew the agreement, and that any
further services would be on a month-to-month basis.
The main issue we have now is that we did not get any resolution
during my phone call today.  Instead of presenting me with
reasonable options or ever entertaining the idea that none of this
was our fault, the representative insisted that the letter was sent
to us and that we are obligated to pay the $200 cancellation fee. 
There was no offer to try to keep our business by matching the rate
of [redacted], or at least preserving the rate of our original
contract.  Instead there were repeated explanations that the
contract automatically renewed because we didn’t respond to the
October 17th letter.  In
addition, there was continual confusion regarding what constituted
proof of delivery of the renewal letter that we never received. 
Finally, the representative told me “we have hundreds of thousands
of customers, why would we try to scam one?”
The truth of the matter is that there is no delivery confirmation
on first-class USPS mail.  That letter could have been lost at
any point between getting sealed in an envelope and reaching our
mailbox.  Perhaps WGES should utilize a traceable or confirmable
method for “automatic contract renewals” such as mail delivery
confirmation, an email requiring a response, or a phone call. 
That’s obviously not our business, just a simple customer
suggestion.  But when something like this occurs we think some
action needs to be taken to rectify things.  We are not asking
for any favors or special treatment.  We’re just requesting a
reasonable solution to this issue.  Please respond as soon as
possible regarding this issue.  We plan to inform the RevDex.com of our experience if we don’t hear back in a
reasonable amount of time.
P.S.  I sent a copy of this letter to the WGES Headquarters
in [redacted].  Please forward this message to the appropriate
person.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
YOUR SALESMAN, [redacted] CLEARLY STATED HE WAS SELLING US A FIXED RATE. The conversation & home solicitation would have gone no further if we were told it was a variable rate. NEVER EVER have we taken a variable rate on anything we purchase. [redacted] then advised that the phone verification was to except the terms HE WAS SELLING TO US! AGAIN A CASE OF BAIT & SWITCH TO SCAM CUSTOMERS. [redacted] was unable to review any documentation sent by WGES due to being hospitalized at that time (may 13th letter dated) as he was recovering from emergency surgery that was needed to save his life from a life threatening situation!! This company is scamming customers by offering them one thing then having them agree to another!! WE WILL BE SURE TO SPREAD THE WORD! 
Regards,
[redacted] & [redacted]

March 10, 2015WGL Energy Services, Inc., formerly Washington Gas Energy Services, Inc. (WGES), Summary of Investigation Revdex.com [redacted]Revdex.com Investigator: [redacted], Account Coordinator Revdex.comCustomer Name: Mr. [redacted]...

[redacted]Address:  [redacted], Capitol Heights, MD, 20743-2919Investigation Summary:  Enrollment and renewal processCustomer Account Number: [redacted] MD [redacted]Summary:Mr. [redacted] enrolled into the WGL Energy electric contract in January 2012 through a direct sale program. During the sales presentation Mr. [redacted] was provided a complete copy of the contract including the price, term and contract details.  After accepting the contract Mr. [redacted] enrolled via a third part verification company.  During this verification process the third party agent explained the offer to Mr. [redacted].  The agent reported the price, contract terms and conditions including the cancel fee and renewal process.  The verification agent confirmed that Mr. [redacted] had all of the information and understood that this offer was independent of the utility.   Mr. [redacted] recorded his confirmation number of his contract brochure.After completing the enrollment process WGL Energy provided Mr. [redacted] a second copy of the contract and a review of the program.  We reminded him that he had a rescission period and provided him the contact information for the WGL Energy customer care center.  Following our letter the utility contacted Mr. [redacted] and they too provided a rescission period.  Only after completing these rescission periods without cancellation was he enrolled.  Over the next few years WGL Energy provided Mr. [redacted] bi-annual emission notices, information about electricity programs and annual renewal offers.  In 2014 Mr. While selected a 24 month contract scheduled to end in 2016.  A copy his signed contract is attached for your review.  On 2/11/15 Mr. [redacted] contacted WGL Energy customer care center.  He reported that he wanted to cancel this agreement.  The customer care center reviewed the offer with him and discussed the cancel process.  Mr. [redacted] declined reporting that he did not want to pay the cancel fee.  While we would be sorry to lose Mr. [redacted] as a customer, WGL Energy will work with him and negotiate the cancel fee.  Please have him call the customer care center toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm at ###-###-####.  Thank you for your attention to these matters. From: C[redacted], Aileen <Aileen.C[redacted]>Date: Tue, Mar 10, 2015 at 10:18 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted]. Mr. [redacted] Revdex.com Case [redacted]To: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>Mr. [redacted]   Here is a copy of our response and Mr. [redacted]’ contracts.  We will work with him on this issue.  I have left instructions that if he calls us we will reduce the cancel fee to $50 and release him from the contract.  Let me know if you have other questions.  Thank  you Aileen P. C[redacted], Customer Care Manager, WGL EnergyDocuments forwarded:  verification record and current signed contract Actions by WGES:  Offer Mr. [redacted] options Investigation completed by:  Aileen P. C[redacted], Customer Care Manager, WGL Energy

Company does not have an adequate customer service department. I have tried for 3 months to resolve an issue related to E-billing through their customer service department. I was advised multiple times that I had an E-Billing account set up but that their new "automated system" was preventing the account from being paid. There is absolutely no help when you call the call center, they are unable to even take payment information via the phone to resolve billing issues.
On top of all this I was notified that I would have my service terminated with the weather being 7 degrees outside for an issue that is not my fault. If it werent for the fact the company is the only available utility to heat my home I would switch to someone else. I wish nothing but terrible things on those who decide billing policy and customer service responses.
I was able to resolve the issue by having the company clearing my E-billing account and now having to pay the old fashion way with paper and via check. How is it that a utility company can operate in the year 2016 but have an issue with having customers pay online through their system. I am beyond fustrated and I do not believe there is anything that can be done to resolve the complaint by the company. (I strongly doubt that anything will even come from posting a negative review of the company)