WGL Energy Services

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***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***y with WGES at a guaranteed price and term, WGES purchases that entire quantity of su***y from its wholesale su***iers on behalf of the customer for the term of the contractWGES is obligated to not only honor its su***y commitments to its customers but also payments to its wholesale su***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

[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: The property that is in discussion is a SECONDARY homeI do not live thereHowever, I changed my address well before August with [redacted] PowerThe mailing address is the residence that I sold on June WGES can also listen to the recordings whereupon they agreed to terminate out of the kindness of their heartI noted my dispute because they had my "new" mailing address at some point, however, they recorded it incorrectly and therefore my mail did not make it to me Without listing my address on here, it was something like this: My street number is [redacted] and they incorrectly noted it as **So it seems to me like they could just ask [redacted] Power when I changed my mailing address, but as I said, I moved on June and that coincided with mail they sent to me I have proof of the June date too Regards, [redacted]

October 31, 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***, Customer Care Manager, Washington Gas Energy Services, Inc

May, 2, "Calibri","sans-serif WGL Energy Services, Inc., Summary of Investigation Revdex.com [redacted] Revdex.com Investigator: [redacted] , Account Coordinator, Revdex.com Customer Name: Ms [redacted] Address: [redacted] **, White Marsh, MD, 21162- Investigation Summary: Enrollment and Contract Procedures Account Number: BG&E Electricity Account Number: [redacted] Thank you for this opportunity to address Ms***’ concernsOn 3/23/Ms [redacted] enrolled into the WGL Energy electricity contract A copy of the signed contract has been provided for your review During the contract enrollment Ms [redacted] was provided a copy of the contract, price, term and all contract conditions After receipt of her request WGL Energy provided her a welcome notice with a ten day rescission period Once this was completed she was forwarded to BG&E and they too provided her a rescission period After completing both sessions without cancellation she was enrolled At the end of the first term and days ahead of her contract end date, WGL Energy mailed Mrand Mrs [redacted] a new contract Under the terms of the new contract they could: cancel with no fee and return to utility service, select a new marketer, remain in the same contract format for a new term or choose a longer term contract Ms [redacted] separated the signature card, selected the month contract and mailed that back to WGL Energy for enrollment for a new term A copy of her signed enrollment is attached for your review In June Ms [redacted] was offered a wind option and she selected that option as well A copy of her signed enrollment card is attached for your review During the term of her to contract Ms [redacted] did select a new supplier and was cancelled She contacted WGL Energy and asked that we reinstate her contract A copy of this recording is attached for your review Ms [redacted] continued as a WGL Energy contract through April At that time Ms [redacted] working with the Maryland Public Service Commission reviewed the terms of Ms***’ contracts, while we found no wrong doing we did allow Ms [redacted] to cancel without fee due to a change in circumstances Her daughter had requested this change reporting that she was helping her parents manage their affairs The contact will end with the May meter reading We hope this information has been helpful, please let us know if you have any additional questions Thank you Documents forwarded: Original enrollment, renewal signature cards, other signature cards and recordings Actions by WGES: None Investigation completed by: Aileen PC***, 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, 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 responseIf 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 RATEThe conversation & home solicitation would have gone no further if we were told it was a variable rateNEVER 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]

April 18, Washington Gas Energy Services, Inc(WGES) Summary of Investigation for Revdex.com Case number Revdex.com: David Dennis, Revdex.com (Revdex.com), Trade Practice Consultant Customer Name: [redacted] Address: [redacted] Investigation Summary: Enrollment Issue Account Number: MET: [redacted] Summary Details: ** [redacted] enrolled his electric accounts with Washington Gas Energy Services, Inc(WGES) on 4/12/ A copy of his recorded verification is attached ** [redacted] submitted two accounts the account ending in [redacted] rejected when the utility reported that the service was not commercial but residential WGES contacted ** [redacted] by phone and letter explaining the rejection and offering him options The [redacted] account enrolledWGES sent ** [redacted] a complete contract following the enrollment and provided him a rescission period and after completing that period WGES enrolled his account and provided him a welcome letter During the recorded enrollment the sales agent provided ** [redacted] a brochure with the contract price, term and all conditions during the recorded verification ** [redacted] confirmed that he read and understood all the contract provisions and would retain the brochure for his records A second verification was completed after the sales agent left the home and once more ** [redacted] accepted the contract and all of the contract conditions ** [redacted] ’ service renewed in at a variable rate with no early cancel fee in January WGES notified all variable rate customer that due to the high demand created by the extended winter weather electric prices were climbing to all time highs Customers on variable rates should consider moving to a set price contract or risk much higher electric bills On March 14, ** [redacted] contacted WGES customer care and selected the fixed rate offer The enrollment was recorded as a matter of recordLater that day at 3:pm ** [redacted] called WGES back because he received his current bill The agent explained that WGES had notified him in January reporting that the variable price program was facing much higher prices but he had not contacted us until March 14, two months after our notice was mailed to customers She explained that his new offer was a fixed price and it would save him money over the old contract price ** [redacted] decided to cancel The agent processed his request but warned him that the new contract was now in place and would not close for a full bill cycle WGES charges would be in place through his April meter reading His account would return to utility service with the May bill The charges ** [redacted] reports are correct and will remain in place due to the notification in January about the issues with variable rate contracts WGES will remove the charges following for month at $ This was the first billed under the new fixed price contract The early cancellation of that contract did carry a cancel fee of $ WGES will also remove the cancel fee WGES understands that the variable rate contract prices changed; we worked hard to get the word out to all of our customersWhen customers did contact us we changed the contract price promptly to help the customer avoid a new bill at the higher variable price When ** [redacted] changed his mind, we processed that change promptly but since his account had enrolled hours early the cancellation would have to wait for the following cycle WGES is always sorry to lose a customer We appreciate ** [redacted] business and we work hard to offer value to all of our customers While I find that WGES took every precaution and worked with ** [redacted] to resolve his issues I will remove the fixed price contract charges from his account The first month charges were $and the cancel fee is $a total correction of $has applied to his account The $will be removed from his account or a refund will be provided, these options will be provided to the utility and they will let WGES know if they can remove the charges or if we should refund the amount to ** [redacted] The cancel fee will be removed and WGES will not send him an invoice for the fee as required by his new contract Thank you for your attention to these matters if you have other questions please contact me Documents forwarded: contracts Actions by WGES: remove one month charges and cancel fee Investigation completed by: Aileen PCannon, 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: I was never offered a no cancellation fee contractEver at anytimeWhat a convenient excuse to use for poor business proceduresand why would I want a cancellation fee contract when I could have one withoutNo I was never offed this option.Regards, [redacted]

[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: WGES did NOT inform me that they will be my new supplier If they REALLY wanted to notify me, they would have sent me documentation that requires my signature upon receipt They do that when they are looking for customers who havent paid their bills, why not do the same to notify them that they are "stealing" these accounts without their consent? Convenience, that's why WGES pick and choose ways to contact customers Secondly, when WGES "stole" my account without my knowledge, they charged me THE HIGHEST my bill has ever been in SEVEN years My billing history will show that my bill was on average, no more than $a month I lived in a one bedroom apartment with energy saving appliances Under WGES beginning around November 2013, suddenly my bill is $- $a month and this is even after I have moved out on June, and not using the services they claim to be charging me Ridiculous! I called ***, they blamed WGES I called WGES and they blamed *** Meantime, I am stuck with an OUTRAGEOUS bill and these two companies dont want to review the charges they are trying to STEAL from me Thirdly, when I called WGES, why didnt the representative give me her employee ID number when I asked her? That sure sounds suspicious to me, like she had something to hide Why wasnt this addressed? Fix my bill and take off your outrageous charges I dont know who WGES is and I never authorized them to be my supplier and I was never notified that they would be STOP STEALING MY MONEY!Regards, [redacted]

August 19, 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] ***, [redacted] MD [redacted] Investigation Summary: Contract Assumption [redacted] WGES Account Number: [redacted] Summary: [redacted] enrolled with [redacted] Energy Group her contract included a condition that allows [redacted] to assign the service contract to another supplier In the fall of 2013, [redacted] notified [redacted] that they were leaving the retail energy business and assigning her contract to WGES Details: Per the [redacted] notice, WGES assumed her electricity contract and with her November meter reading Prior to contract move to WGES both WGES and [redacted] provided [redacted] written notice of the contract assumption and instructions on what actions she could take to opt out of the contract Customers who did not wish to transition, cancelled and those that did not cancel were assigned to WGES per the terms and conditions of their contract To welcome the customers, WGES sent at least two welcome letters and for those budget customers a third reviewing the budget conditions Each letter provided the customer information, contact details and transition dates [redacted] contract moved to WGES fulfillment with the November meter reading at a rate lower than the local utility for both generation and transmission In July 2014, [redacted] notified WGES that Ms [redacted] moved and the account closed without cancel fee The account remains inactive today While we are sorry that [redacted] was unhappy with the transition between [redacted] and WGES, we can report that her [redacted] contract contained the assumption clause WGES and [redacted] provided notice to all customers and the ability to opt out of the contract WGES did honor the [redacted] contract for price and the service ended at the closing of the account Thank you for your attention to this matter, please let us know if you have other questions Documents: None Actions by WGES: None, account closed without fee by customer in July Investigation completed by: Aileen *C***, Customer Care Manager, Washington Gas Energy Services, Inc

February 8, 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 Account Number: [redacted] Summary Details: ** [redacted] ’ contract initiated by him on 11/17/is a valid, legally binding and enforceable contract for services between ** [redacted] and WGESWhen he selected WGES at 10:pm on 11/17/he was provided the full contract terms, price and conditions During the contract review at the WEB had agreed to these terms and conditions by selecting the statement “I have read and understood the contract, terms and conditions” In the contract terms the validity of the contract is also provided with reference to the WGES license, regulatory approval and all business requirements for contract services in Washington, D.C WGES has engaged in energy contract services for commercial, industrial, residential and governmental services since We are fully licensed in Virginia, Maryland, Washington, D.C., Pennsylvania and DelawareAll service contracts carry full license information in the contract terms and conditions Once enrolled WGES and the utility provided ** [redacted] notification about his contract obligations along with a rescission period after successfully completing the rescission period the contract engaged ** [redacted] received and paid for the service under his contract until he selected a new supplier WGES fulfilled all obligations of our contract with ** [redacted] We provided the service as needed, we billed and were paid, and once the service ended we cancelled the contract and submitted the cancel fee invoice We provided ** [redacted] options to avoid the cancel fee and he has declined While we are sorry to lose him as a customer we account for early cancellation in our contract and ** [redacted] is able to exercise this option and cancel with fee We thank you Revdex.com for their help in this matter and we will provide for additional options for ** [redacted] if he wishes to avoid the cancel fee up till 2/10/ Please let me know if you have other questions Documents forwarded: contracts and example of DM Actions by WGES: none Investigation completed by: [redacted] * [redacted] , Customer Care Manager, [redacted] Energy Services, Inc

May 27, Washington Gas Energy Services, Inc(WGES) Summary of Investigation the Washington Revdex.com: [redacted] Revdex.com Representative: David Dennis, Consumer Specialist, DC Revdex.com Customer Name: [redacted] Address: [redacted] **, [redacted] , [redacted] Investigation Summary: Changes to the variable rate due to the weather WGES Account Number: [redacted] Summary Details: On June 1, 2013, ** [redacted] enrolled into the WGES variable rate electric programCopies of this recording are available upon request During the enrollment verification, ** [redacted] confirmed that he reviewed the contract terms and conditions with the sales agent and he recorded [redacted] his confirmation number on the brochure for his record After the complete review of the contract, the agent reminded ** [redacted] that a second call was necessary to continue the enrollment and when the second agent called to verify the sale, they asked if the sales person had left, only after *** [redacted] confirmed did they continue the verification These safeguards are taken to ensure that the customer can cancel at enrollment without issue if they feel that the contract does not meet their energy needs When the verification enrollment request arrives at WGES for processing, WGES forwards a copy of the contract including the price, terms and all conditions to the customer Each letter is mailed with first class, return guaranteed postage to ensure prompt delivery After the rescission period is, completed WGES forwards the enrollment to the utility that also provides the customer a second notice and rescission period When both rescission periods have passed without cancellation, the contract enrolled In January 2014, a number of news services began reporting the increases in the price of electricity due to the extended colder than 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 Customers could not only fix the current rate but WGES would re-bill the higher month charges saving the customers from the increase in the variable price ** [redacted] received these notices but did not enroll in the program He did cancel his service at no charge and returned to utility service with his March 31, meter reading Because ** [redacted] ’s business is important to us, WGES took unprecedented measures to contact him and all variable rate customers offer them options and working with them to mitigate the impact of these price changes During these periods, we did not forward the full impact of the market changes providing our customers lower variable rates than the market required While we are always looking for ways to improve, some events are beyond our control We will continue to work with our customers to offer solutions and options so they can better manage energy budgets Documents: contract copies available upon request Actions by WGES: None Investigation completed by: [redacted] , Customer Care Manager, Washington Gas Energy Services, Inc