WGL Energy Services

April 28, 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/ A copy of his recorded verification can be obtained by calling WGES Both ** [redacted] and ** [redacted] are recorded on tape during the verificationThey 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 electricityDuring these months WGES worked with ** [redacted] on his account and we provided him an emissions overview and other customer centered correspondence In fall ***’ account became past due WGES contacted ** [redacted] but he failed to return our calls until April 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 am to pm or Saturday am to 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 ** *** 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

November 11, 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: Early Termination Fee Customer Account Number: WGM [redacted] Customer Issue: Cancel / Switch Letter Summary Details: [redacted] enrolled into the WGES natural gas program in November a copy of his signed enrollment is attached for your reviewHe renewed that contract annually until when he selected a fixed price option A copy of his recorded verification is attached for your review Again he renewed each year and a copy of his contract is attached for your review On 10/29/the utility notified WGES that [redacted] has selected a new supplier and would end his WGES contract early WGES sent [redacted] a letter on 11/5/reviewing the early cancellation notice and providing him a review of the cancel fees WGES is always sorry to lose a customer and we do work with our established customers to provide them options to avoid cancel fees and remain a customer On 11/8/at 1:pm [redacted] contacted WGES customer care and the agent provided him a number of options to avoid the cancel fee [redacted] disconnected the call without selecting an option 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 We hope this information has been helpful, please let [redacted] know that his business is important to WGES and we will negotiate the cancel fee and provide him other options to avoid his early cancellation To review these options please call WGES customer care reached toll free Monday – Friday am to pm or Saturday am to pm at 1-888-236- Thank you for your attention to these matters Documents forwarded: Copies of original enrollment, transition to fixed contract and current contract copies provided Actions by WGES: Options to avoid cancel fee or negotiate the fee Investigation completed by: Aileen *C***, 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 responseIf 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 earlyHow 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

They send you a notice in the mail that asks to renew your service If you do nothing, you're locked in for a period To get out costs you $Well with the rate they charge, it was cheaper to pay $and keep the new service provider My new provider (C [redacted] E***) allows me to cancel at any time without penalty Now THAT'S customer service! I will never, ever use WGL Energy as my electricity provider I don't care if they charge penny per kilowatt They are not customer friendly and deceptive

August 25, 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] Investigation Summary: Utility budget true up WGES Account Number: WGM / APM [redacted] / [redacted] Summary: [redacted] is concerned about his budget true up through the utility [redacted] enrolled in the utility (WGL) natural gas budget program in September a few months before his WGES enrollment on December 21, Natural gas budgets are calculation, payments set and true ups processed based on the utility rules only WGES does not offer a natural gas budget program but we do allow the customer to participate in the utility program The budget is set up and managed between the customer and the utility Each utility determines their business rules for managing budgets It is the customers’ responsibility to review, understand and manage their budgets with their utility partner [redacted] budget was recalculated by the utility and not WGES The utility states, “Adjustments may be made for Maryland and Virginia accounts during the year While natural gas prices remain near historic lows, some customers are noticing increases in their monthly budget bills and more frequent re-calculations this summer These changes may be the result of last year’s winterWhile budget bill amounts are determined based on winter weather expectations, utilities do review the budget each quarter If the account is significant over or under collect the utility, will true up and reset the customers’ budget amountCustomers can manage this process by focusing on the budget balance statements listed each month on their bills When the budget under collected meets the maximum allowed the utility will true up the budget [redacted] cancelled his service with his final bill in April The account is closed at this time If [redacted] has other questions about the budget process, he will need to contact the local utility He can reach Washington Gas at ###-###-#### or www.washgas.com Thank you for your attention to these matters Documents: none Actions by WGES: none Investigation completed by: Aileen *C***, 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:We were never made aware of or communicated with about any remittance period what so everYour company emulates [redacted] and your customer s er vice representatived state that you are not leaving [redacted] ***They said we were simply being offered a fixed rateWe were absolutely lied to and your company continues to lie about communications that never took place Regards, [redacted]

From: C***, Aileen < [redacted] @wges.com>Date: Fri, Dec 12, at 10:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] [redacted] ; Account Number [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> December 12, Washington Gas Energy Services, Inc(WGES) Summary of Investigation for Revdex.com Case number [redacted] Revdex.com: David Dennis, Revdex.com (Revdex.com), Trade Practice Consultant Customer Name: ** [redacted] Address: [redacted] *** [redacted] , Enola, PA [redacted] Account Number: PPL [redacted] Investigation Summary: Cancel fee issue Customer Issue: [redacted] enrolled into the WGES natural gas and electric service in She renewed her electric service in with a “WGES Special price” A copy of her confirmation letter is attachedAt renewal in her natural gas account moved to the variable rate program as per the terms of her original contract She remains active in that contract at this time Variable rate contracts do not carry cancel fees [redacted] can cancel that service at anytime by calling the WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm except holidays at ###-###-####WGES provides renewing fixed rate customers a review period for the new contract that begins sixty days prior to the end of the old contract During this time you can cancel without fee [redacted] ’ contract is scheduled to end on 12/19/with the final meter reading Because she is within the renewal cycle beginning 12/15/WGES will release her without fee The account will close with the final reading on 12/19/ These charges will list on her January bill Please contact the WGES customer care center if you have any questions Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I noticed that WGES avoided addressing any of the contentions of my last response: A renewal of the original contract is not guaranteed -- the contract reads "If WGES chooses to renew" This means that if I don't receive a renewal offer from them, it is assumed that they chose not to renew the original contract If WGES had phrased the original contract differently to state that a second contract was guaranteed to automatically renew the first, we wouldn't be having this argument and I would happily fulfill a second agreement But, the original contract says "If..." -- I've heard no argument refuting this & I did not receive the renewal contract offer from WGES The burden of proof lies with WGES: it is impossible for a potential recipient to prove that they didn't receive a letter, but it is possible for a sender to prove that a recipient received a letter -- it's called delivery confirmation This is something that WGES opted to avoid paying for when sending such an important documentnot my fault They instead chose the cheapest option and lied about the cost to make it seem they were making an effort for their customers I have seen no proof that WGES sent or that I received a letter in October for a renewal contract I upheld my end of the first contract and never entered into a second one & I'm still patiently waiting to hear the recorded phone call where I declined options to avoid the cancel fee This actually isn't something that was entitled to me under the contract, but I'm pointing out that WGES lied about this to make it seem as though they'd been making an effort It's a silly thing to lose credibility over, why wouldn't they just admit that they've made no effort to compromise up to that point To make things worse, their first (and only) offer to compromise was just smoke & mirrors with a fee that would likely pad their pockets even more It seems that we are at an impasse I successfully finished out the terms of the original contract until it expired and I never agreed to a second contract because I never received one I didn't sign anything for a second contract I didn't verbally agree to anything for a second contract I never went online to digitally agree to anything for a second contract I didn't even know a second contract existed until after WGES claimed I was already in it I disagree that the second contract is legally enforceable for these aforementioned reasons and the fact that the terms of the first contract do not guarantee a second one I plan to avoid breaching any contracts that I'm in with WGES, but as far as I'm concerned we had one contract and it expired without breach Regards, [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] * ***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 through a direct sale programDuring 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*** 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 MrWhile selected a month contract scheduled to end in A copy his signed contract is attached for your review On 2/11/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 am to pm or Saturday am to pm at ###-###-#### Thank you for your attention to these mattersFrom: C***, Aileen Date: Tue, Mar 10, at 10: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***’ 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 $and release him from the contract Let me know if you have other questions Thank you Aileen PC***, Customer Care Manager, WGL EnergyDocuments forwarded: verification record and current signed contract Actions by WGES: Offer Mr [redacted] options Investigation completed by: Aileen PC***, Customer Care Manager, WGL Energy

March 4, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted] Revdex.com Investigator: [redacted] , Account Coordinator Revdex.comCustomer Name: [redacted] ***Address: [redacted] **, Capitol Heights, MD, 20743-2003Investigation Summary: Enrollment and Contract ProcessCustomer Account Number: WGM Natural gas and PEM ElectricityThank you for this opportunity to address Ms***’ concerns WGL Energy was sorry to hear that cancelled her current contracts As requested WGL Energy is providing her copies of her signed electric enrollment and her recorded natural gas enrollment we have attached them to this complaint Each year Ms [redacted] was offered renewal options Among these was the option to cancel without fee, or to select a contract that does not carry cancel fees Ms [redacted] selected to continue in the fixed program which does carry cancel fee Please keep in mind that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contractWGL Energy is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers WGL Energy sets termination fees to cover potential losses should a customer breach their contract before the term is complete WGL Energy is always ready to work with our customers Please have Ms [redacted] contact WGL Energy to review her options Thank you for your attention to these mattersSummary of actions:Documents forwarded: three signed electricity enrollments and a recorded natural gas enrollmentActions by WGL Energy: Provide options to the cancel fee or negotiate the fee Investigation completed by: Aileen PC***, Customer Care Manager, WGL Energy

November 6, 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: 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 $ 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***, Customer Care Manager, Washington Gas Energy Services, Inc

February 10, 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, at 6:pm ** [redacted] enrolled into the WGES variable rate electricity programA 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, the contract activated and ** [redacted] received his first bill at the variable price of 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 bill at 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 pm on 2/14/ 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/and 02/14/Monday – Friday am to pm or Saturday am to 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 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 General Conditions Washington Gas Energy Services (WGES) is licensed by the Pennsylvania Public Utility Commission (License noA-110158) to offer and supply electricity generation and transmission in Pennsylvania and is a qualified electricity supplier under PECO's TariffGeneration 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 WGESWGES 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 hours a day and will begin on your next applicable Meter Read DateThe 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 OfferIf 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 forFor 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 chargesPayments will be due and payable to your EDC according to your EDC’s billing schedule and policiesYou are responsible for WGES charges, your EDC’s charges consistent with their filed tariffs, and for all applicable taxesIf you are exempt from sales tax, you must submit a sales tax exemption form to WGES before any exemption can be processedWGES may charge a late payment fee of 1.25% per month on any past due balancesWGES reserves the right to change billing methodsYou 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 youFor 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-WGESIf you cancel this Agreement, the effective termination date will be on the next applicable meter read after your EDC processes your cancellation requestFixed Price Plan: An early termination fee of $will be charged to youWGES will bill this fee separately from the EDC bill; and, this fee will be due days upon receipt of WGES billThis fee will be waived if you cancel within the applicable rescission period or if you moveVariable Price Plan: No cancellation fee appliesIf you cancel this Agreement, you will have the option of returning to the EDC's service or choosing another electricity supplierWGES reserves the right to deny you subsequent enrollment in any WGES energy supply service Termination by WGES WGES may terminate this Agreement on 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 GodThe 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-WGESIf you cancel this Agreement, the effective termination date will be on the next applicable meter read after your EDC processes your cancellation requestFixed Price Plan: An early termination fee of $will be charged to you WGES will bill this fee separately from the EDC bill; and, this fee will be due days upon receipt of WGES bill This fee will be waived if you cancel within the applicable rescission period or if you moveVariable Price Plan: No cancellation fee appliesShould you terminate this Agreement, you will have the option of returning to the EDC's service or choosing another electricity supplierWGES 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 days of such changeA 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 AgreementWGES 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 WGESNo 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.OBox Cleveland, OH 44124-Please contact WGES at the address above or call our Customer Care Center toll free at 1-888-236-WGES Mon – Fri between 7:am to 7:pm ET, and Saturdays 8:am to 4: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-or write to them at the Bureau of Consumer Service, P.OBox 3265, Harrisburg, PA 17105-if you are not satisfied after discussing your terms with WGESThe Public Utility Commission's website address is www.puc.state.pa.us and more information about energy choice may be found at www.papowerswitch.comThe Office of Consumer Advocate's phone number is 717-783-and their website address is www.oca.state.pa.us Contact Information Supplier Name: Washington Gas Energy Services P.OBox 24475, Cleveland, OH 44124-1-888-236-WGES (toll free) Mon- Fri7:am to 7: pm ET or Saturday between 8:am to 4:pm ET, except holidays, www.wges.com Electric Distribution Company (Provider of Last Resort): PECO Customer Service Center, Market Street, P.OBox 8699, Philadelphia, PA 1-800-494-For information about PECO's universal service programs, call 1-800-494- Public Utility Commission: Pennsylvania Public Utility Commission P.OBox 3265, Harrisburg, PA 17105-Electric Competition Hotline Number 1-888-782- WGES reserves the right to cancel the availability of its electricity offers at any time Customers who use: kWh of electricity kWh of electricity kWh of electricity With the Year Fixed Price Plan You Will Pay: «AR1_Rate»¢ per kWh «AR1_Rate»¢ per kWh «AR1_Rate»¢ per kWh With the 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:They did make an offer to reduce the cancel fee on the phone but then never followed through This company continues to send the exact same offer Reinstatement Is no one listening to anything I am saying? Their representative blatantly lied This caused a hidden fee and contract I didn't even know existedThey refused numerous attempts to negotiate the cancel feeWhen they finally "negotiated" a lower cancellation fee they never actually followed through They stated one thing on the phone and sent something twice as much in the mail I will not reinstate with a company that completely ignores all Morales and business ethic They are tricking customers I will not reinstate And I was willing to pay the they offered but they never sent it They never wrote up the deal they said on the phone Regards, [redacted]

Company does not have an adequate customer service departmentI have tried for months to resolve an issue related to E-billing through their customer service departmentI 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 paidThere is absolutely no help when you call the call center, they are unable to even take payment information via the phone to resolve billing issuesOn top of all this I was notified that I would have my service terminated with the weather being degrees outside for an issue that is not my faultIf it werent for the fact the company is the only available utility to heat my home I would switch to someone elseI wish nothing but terrible things on those who decide billing policy and customer service responsesI 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 checkHow is it that a utility company can operate in the year but have an issue with having customers pay online through their systemI 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)

January 8, 2016WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted] Revdex.com Investigator: [redacted] , Account Coordinator Revdex.comCustomer Name: [redacted] Address: [redacted] Baltimore, MD, [redacted] Investigation Summary: Enrollment and Contract ProcessCustomer Account Number: [redacted] Natural gas and Electricity: [redacted] / [redacted] Thank you for this opportunity to address [redacted] ’ concerns [redacted] enrolled into the WGL Energy electric contract in At the time of enrollment she was provided a copy of the contract, the price, term and all contract conditions In her enrollment she reported that the sales agent had reviewed the contract with her including the cancel fee process Each year at renewal she was offered many options including those without cancel fees She continued to select the cancel fee options After she completed the enrollment WGL Energy sent her a new confirmation letter and provided her a ten day rescission period This process was repeated later when she enrolled her second account After she completed the WGL Energy enrollment process she was contacted by Baltimore Gas and Electric and they too provided her a rescission period to review the contract and determine if the conditions were right for her energy needs She completed both periods without issue and enrolled Each year [redacted] was offered renewal options Among these was the option to cancel without fee, or to select a contract that does not carry cancel fees [redacted] selected to continue in the fixed program which does carry cancel fee Please keep in mind that when a customer signs a contract for energy supply with WGL Energy at a guaranteed price and term, WGL Energy purchases that entire quantity of supply from its wholesale suppliers on behalf of the customer for the term of the contractWGL Energy is obligated to not only honor its supply commitments to its customers but also payments to its wholesale suppliers WGL Energy sets termination fees to cover potential losses should a customer breach their contract before the term is complete WGL Energy is always ready to work with our customers I have noted [redacted] ’ account and she can contact the customer care center We will work with her to resolve this issue We offer many options to avoid cancel fees To contact the WGL Energy customer care center please call us toll free Monday – Friday am to pm or Saturday am to pm at ###-###-####.Summary of actions:Documents forwarded: None Actions by WGL Energy: Provide options to the cancel fee or negotiate the fee Investigation completed by: Aileen *C [redacted] Customer Care Manager, WGL Energy

May 9, 2014 Washington Gas Energy Services, Inc. (WGES) Summary of Investigation the Washington RevDex.com: [redacted] BBB Representative: [redacted] , Consumer Specialist, DC RevDex.com Customer Name: [redacted] Address: [redacted] , PA, [redacted] Investigation Summary: Cancel contract prior to end of term WGES Account Number: [redacted] Summary Details: **. [redacted] enrolled into the WGES [redacted] fixed price electricity program on 2/9/2012 at 4:46 pm. During the recorded verification, **. [redacted] noted that she had received a copy of the contract, terms, conditions and price. She reported that the sales agent reviewed the contract terms, price, renewal and cancel fee clauses with her and she understood. She retained for her records a complete copy of the contract and all of the contract conditions. WGES provided her a second copy by mail and notified her that the contract carried a rescission period for contract review. After completing that rescission period without cancellation the contract enrolled. The utility also provided a rescission period upon receipt of the WGES request. Once enrolled **. [redacted] received WGES service and her contract renewed. January 2013, WGES sent **. Hill her renewal contract offering her the ability to select the same one-year, fixed term contract to replace her current contract, or she could cancel, return to utility service or renew as a variable customer going month to month, as she reviewed her options. **. [redacted] became a variable rate customer. WGES confirmed the change by mail and the utility noted it on the next bill with the replacement of the fixed price. The renewal requirements for Pennsylvania require the marketer to provide auto renewal options that do not penalize the customer for changes to the contract prior to the end of term. Therefore, WGES can only auto renew customers with variable offers but customers can select any program or cancel. If the customer does not select an option and does not cancel, they are renewed into the variable rate program per the ter [redacted] of their contract. In January 2014 a number of news services in paper, on radio and on the WEB began reporting the increases in the price of electricity due to the extended colder than normal weather. WGES notified all variable price customers through letters and emails about the changes and offered them fixed prices to ensure that they would not be impacted by these higher prices. **. [redacted] did not respond to those letters. WGES notified all variable customers and we worked with each one developing the options best fitted to their energy budget. We would be pleased to have **. [redacted] return. We can offer her an enrollment incentive for our fixed contract as a $25 [redacted] gift card once the contract reaches ninety days. We look forward to hearing from her. Please call the WGES customer Center toll free Monday – Friday 7 am to 7 pm or Saturday 8 am to 4 pm except holidays at- [redacted] . Thank you for your consideration. Documents: contract copies available upon request Actions by WGES: None Investigation completed by: [redacted] , Customer Care Manager, Washington Gas Energy Services, Inc.

February 11, 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: WGES disagrees with ** [redacted] The contract that he selected provided a clear review of all the contract conditions At enrollment he preferred the variable rate contract and remained in a market price product To ensure that he understood the contract WGES sent a second copy by mail with a welcome letter explaining the contract and providing him a rescission period In each copy of the contract the complete contract details were providedWhile none of this is required, WGES feels it is important to give customers time to review all of their options and make an informed decision Now that weather conditions are combining to make this contract less attractive, WGES is offering the [redacted] ’ a fixed price contract which includes the same contract terms but a new, fixed price which in this time of high electric cost may save them money over their current selection While no one knows where energy prices are going WGES customers have the best of both options If they choose to remain variable they can move to a WGES fixed rate contract if market conditions suggest the fixed as a better price option or they can cancel without any obligation and select a new supplier If they choose the fixed price contract their price is secured for the term and if market prices drop WGES will work with the new market prices to see if we can save them money over their original fixed contract With each of these new options WGES provides the customer a review of the new offer, what they can expect for savings and the additional cost Customers can then manage their energy budgets and make decisions as market price change WGES makes every effort to provide our customers information prior to contract activation and once they are a customer we continue to work to provide them information, options and support to help them manage their energy budgets

June 30, 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] Investigation Summary: Early Cancellation WGES Account Number: [redacted] Natural gas / electricity [redacted] Summary Details: Thank you for taking the time to share with us your concerns about the cancellation fees associated with your Washington Gas Energy Services, Inc(WGES) / contracts for natural gas and electricityYour business is important to WGES In May 2014, the utility notified WGES that you had selected a new supplier; WGES contacted you to review the cancellation process and the fees, which total $ While we did not talk with you, we did leave you two phone messages and we provided you a letter reviewing the account issues For your review, I have included a copy of your signed renewal from Oct for a one-year term ending in Oct and a copy of the recorded verification for your electricity account completed in Feb While we are always sorry to lose a customer, WGES does understand that sometimes customers may feel that a new supplier better serves their energy needs Our contracts do provide for early cancellation Please keep in mind that 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 contract WGES is obligated to honor its supply commitments to its customers as well as payments to its wholesale suppliers WGES sets termination fees to cover potential losses should a customer breach their contract before the term is complete Currently your cancellation for both your natural gas and electricity contract is $ Each contract carries a fee of $ WGES will work with you to provide options to avoid or negotiate the cancel fee Please contact the WGES customer care center toll free Monday – Friday am to pm or Saturday am to pm except holidays at ###-###-#### and let the agents know that you wish to negotiate the cancel fee, reinstate your account or review other options As a valued customer since 2011, we look forward to hearing from you We are committed to working with our customers to resolve these issuesThank you for sharing your concerns please be sure to call the customer care center to help us resolve these issues Documents: contract copies Actions by WGES: Pending customer contact Investigation completed by: [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, 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***, 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: 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