Entrust Energy

From: [redacted]
Sent: Friday, August 15, 2014 4:47 PM
To: drteam
Cc: Complaints
Subject: Revdex.com Case # [redacted]
 
Re: Complaint No: [redacted]
Dear Sir/Madam,
 
This letter is being sent in response...

to the abovementioned complaint filed by Mr. [redacted].  Mr. [redacted]’s account was acquired by Entrust Energy from Reach Energy.  Mr. [redacted] states that he would like to rescind his contract Entrust because his provider of choice was Reach and he did not agree to service with Entrust. Mr. [redacted] also states that Entrust is not providing the proper customer service and has double billed him.
 
Entrust has performed a review of Mr. [redacted]’s account and provides the following information in response to his complaint.  Entrust Energy acquired Mr. [redacted]’s premise at [redacted] from Reach Energy on May 9th, 2014.  A switch request was submitted for the account on May 9th and service became effective on May 10th.
 
Mrs. [redacted] contacted Entrust on July 15th regarding the statement that was due on the 9th. Mrs. [redacted] stated that she signed up for auto recurring payments, but the payment was not drafted. The Customer Care agent informed Mrs. [redacted] that her auto-draft information was not processed and would have to be set up again. Mrs. [redacted] was advised that she would have to make a payment for the past due amount of $250.01 as well. In error, the Customer Care agent processed a payment for the total amount on her account of $510.49. Mrs. [redacted] became upset and disconnected the call.
 
On the same day, July 15th, Mrs. [redacted] called back and spoke to a different Customer Care agent. Ms. [redacted] explained that the previous agent processed a payment for the amount of $510.49 but Ms. [redacted] only wanted to make a payment for the past due amount. Mrs. [redacted] was advised that the payment did go through. The Customer Care agent advised Mrs. [redacted] that Entrust could process a refund for the amount of $260.48, which would reflect as a credit on the account. Mrs. [redacted] was informed of the new current charges for the amount of $260.48 due on July 25th. Mrs. [redacted] advised the Customer Care agent to not process the refund, because she would have to pay it regardless. Mrs. [redacted] was advised that Entrust will waive the late payment penalty for the amount of $12.50.
 
On July 25th, Mrs. [redacted] called in and spoke to an Entrust supervisor. Mrs. [redacted] called regarding a payment for the amount of $510.49 that is pending from her bank account to be drafted. The Customer Care Supervisor informed Mrs. [redacted] that the payment had already been processed through; however, the Billing department was able to reverse the payment. Mrs. [redacted] requested for the auto recurring to be stopped completely. An order was sent to cancel the payment information that was stored. Mrs. [redacted] requested to cancel her contract and was informed of the Early Cancelation Penalty.
 
Mr. [redacted] called Customer Care in two occasions on July 25th, requesting to cancel his enrollment. Mr. [redacted] was advised of the Early Cancelation Penalty of $175.00. Mr. [redacted] stated that he did not request to be with Entrust and he did not want to be with Entrust and he would like to cancel his contract without penalty. Mr. [redacted] request to speak to a supervisor, but one was not available at that time and the agent took Mr. [redacted]’s contact information to have someone call him back.
 
A supervisor from Entrust contacted Mr. [redacted] on July 29th.Upon introduction of the supervisor, Mr. [redacted] disconnected the call.
 
Regarding Mr. [redacted]’s complaint, we apologize for the inconvenience Mrs. [redacted] experienced when our Customer Care agent accidentally over-drafted her account. We regret that this was the first experience the [redacted]’s had with Entrust and understand their frustration.  We offered to refund the money, which would have taken a few days to complete due to our bank’s processes.  Entrust did reverse the late fees on Mr. [redacted]’s account.
 
Regarding Mr. [redacted]’s request to cancel his service, Entrust acquired his and other Reach Energy customer premises through a process approved by the Public Utility Commission of Texas.  At the time of the acquisition, Entrust sent all of Reach’s customers notice and informed them that Entrust would honor Reach’s contracts.  Entrust has honored the rate and terms Mr. [redacted] agreed to when he enrolled with Reach and has the right, contractually, to charge Mr. [redacted] an early termination penalty if he switches to another REP before his term is complete.  However, due to the error that occurred on Entrust’s side regarding Ms. [redacted]’s payment, Entrust has agreed to release Mr. [redacted] from his contract and allow him to switch to another provider without penalty.  Mr. [redacted] will owe Entrust for any usage consumed at his premise but the early termination penalty will be waived.
 
Please contact me if I can be of any further assistance.
 
Sincerely,
 
[redacted]
Quality Assurance Analyst
Entrust Energy, Inc.
 
 



Joseph Garcia
Bilingual Quality Assurance Analyst

1301 McKinney, Level 12
Houston, TX 77010
713.561.5867 office
713.338.2602 fax
[email protected]
entrustenergy.com
 




The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this message. The views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employees. Further, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email.

We have launched an internal investigation into this matter.  We are also reaching out to the customer immediately to notify them of what has happened and next steps that we can assist with to help her...

prevent any potential identity theft.  We will provide an update with results of our internal investigation to you as soon as possible.

Entrust Energy has investigated the customer's complaint about being enrolled for service without his consent.  We have determined that the door-to-door agent representing Entrust Energy acted fraudulently by creating a third party verification call using a person who was not the intended...

customer.  The agent has been terminated.  We apologize to [redacted] for this incident.  His enrollment has been cancelled and he will not become a customer of Entrust Energy.  We appreciate [redacted] bringing this to our attention.

As the customer requested, on January 19 Entrust Energy submitted a request to the customer's [redacted] utility to have Entrust Energy removed as her electric supplier.  The account cancellation will occur as quickly as the utility is able to process the...

request.  Entrust Energy did not and will not bill the customer Entrust's standard early termination fee of $80.   The customer referred to having been billed $200 for early termination; if so, it was not by Entrust Energy.  The customer was initially enrolled with Entrust Energy on December 24, 2014 by a male with the same last name as the customer who claimed to have the authority to switch the account.  The customer claims not to know this person; we accept her statement and have acted quickly to terminate her service without penalty from Entrust Energy.  Please let us know if any additional information would be helpful.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted] Sent: Tuesday, May 26, 2015 9:41 AMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]    I got no respond from Revdex.com. That was why I asked about it on 5/21/15. I got no resolutions from Entrust Energy. Plz read back you message on 5/21/15. Sent from AOL Mobile Mail
Regards,

Dear Ms. [redacted]
Please accept my apologies for the issue you are experiencing with your account.  I assure you that Entrust Energy does not condone fraudulent enrollment of consumer accounts and we are looking into this matter.
I wanted to provide you a status update on this...

investigation.  We have accepted a request from CPL to regain your account.  CPL will need to submit the proper transactions to regain the account, but once that is complete, all charges with Entrust will be cancelled and sent over to CPL for billing.  I'm not sure how long it will take CPL to send the transaction to regain your account, but I'm assuming at least a week.
In the meantime, you may disregard the bills you have received to date from Entrust.  I have sent a note to our Collections department to cease all calls while we resolve this issue.  Additionally, we have placed a usage block on your account, which should prevent it from billing any further.  Once your account is regained by CPL and the charges are cancelled, we will waive any remaining charges, including the Early Termination Penalty, and send you a final bill showing a $0.00 balance.
As I mentioned previously, we are still investigating the issue with the sales agent who visited your home.  We will provide additional information to you in the future once the investigation is complete.
If you have questions, please feel free to contact me at [redacted]
Sincerely,
[redacted]
Director of Regulatory Affairs
Entrust Energy, Inc.

Sent: Wednesday, March 25, 2015 9:47 AM To: drteam Cc: [redacted] Complaints Subject: Re: Case No: [redacted]
  Re: Case No: [redacted]...

[redacted]
                                        ...⇄ Dear Sir/Madam,   This letter is being sent in response to the abovementioned complaint filed by Ms. [redacted].  Ms. [redacted] states that in October of 2014, an agent wearing an [redacted] hat visited their home and stated that the meter at their residence was malfunctioning. Ms. [redacted] states that she allowed the agent to precede thinking he was from [redacted]. Ms. [redacted] states that on March 4th, her service was disconnected and when she contacted her provider, 4change Energy, she was advised that she was no longer a customer with them. Ms. [redacted] contacted [redacted] and was advised that Entrust was her provider. Ms. [redacted] states that Entrust has excessive charges and caused a cancellation fee from her previous REP.   Entrust has performed an investigation into Mr. [redacted]’s allegations and provides the following information in response.  Mr. and Ms. [redacted]’s premise was enrolled with Entrust on January 9, 2015.    On March 4th, Entrust processed a disconnection request after not receiving a payment for the past due amount of $109.11 from a bill generated on January 28th. Notes indicate that Ms. [redacted] contacted Entrust to dispute the enrollment, stating that she did not authorize to switch to Entrust. The customer care agent advised Ms. [redacted] that a request to review the enrollment call would be sent to determine who authorized the enrollment.   On the same day, Entrust received an inbound drop process, for reason “Customer Moved”. The drop became effective immediately and a final invoice generated on March 6th.   As part of this investigation, we reviewed the TPV of Ms. [redacted]’s enrollment, which we deemed suspicious.  Following review of the TPV, we compared the voice of “Ms. [redacted]” in the TPV to Ms. [redacted]’s voice when she contacted customer care to dispute the enrollment. We confirmed that the voice in the TPV did not match the voice in the conversation and that Ms. [redacted]’s account was enrolled fraudulently.   In light of this new information, all remaining charges on the account have been waived. On March 11th, our Complaints Resolution team contacted Ms. [redacted] and advised her that Entrust had an invalid agreement. Therefore, all charges on her account would be waived.   Regarding Mr. [redacted]’s complaint, Entrust has deemed the enrollment invalid and have canceled all charges on Ms. [redacted]’s account. Her account with Entrust is now closed with a $0.00 balance and no further action is needed on her part.   We send our sincere apologies to Ms. [redacted] for the inconvenience this issue has caused her.    Sincerely,     [redacted] Bilingual Quality Assurance Analyst 1301 McKinney, Level 12 Houston, TX 77010 713.561.5867 office 713.338.2602 fax [email protected] entrustenergy.com

Ms. [redacted]
Thank you for bringing this to our attention.   On behalf of Entrust Energy, I would like to apologize for the issue you described and to assure you that we do not condone our sales agents taking advantange of the elderly.  We do not always know...

where they knocking on doors, and your feedback will help us better train and monitor their actions.
I attempted to contact you at the telephone number listed on your complaint this morning and left a message for you to contact me at your convenience.  I would like to obtain additional information from you about when the agent visited, what else he/she may have said, and if you have any identifying information about him/her so that we can figure out who this is.  I also want to add the retirement center you mentioned to our "Do Not Knock" list, which is distributed to our sales teams and prohibits them from soliciting.  However, I am uncertain if the address provided in your complaint is related to the center, and would like to confirm that information as well.
Please feel free to email me at [redacted] or call at [redacted] to discuss further.
Sincerely,
[redacted]
Director of Regulatory Affairs
Entrust Energy, Inc.

Dear
Sir/Madam,
This letter
is being sent in response to the abovementioned complaint filed by Mr. [redacted] [redacted]. Entrust has performed an investigation into Mr. [redacted]’s allegations and
provides the following information in response to his complaint.  An Entrust door-to-door agent visited Mr. [redacted]’s
residence on January 8th, 2014.  Mrs. [redacted] [redacted], Mr. [redacted]’s spouse, spoke
with our TPV agent and consented to enroll two premises for service with Entrust.  The accounts were enrolled on January 8th
and the switches became effective the same day.  Our Welcome Package, including a Terms of
Service, Electricity Facts Label and Your Rights as a Customer, was processed
on the day of enrollment and mailed to the billing address provided in the TPV
recording.
Notes
indicate that Mrs. [redacted] contacted Entrust with questions about her high bills
on March 4th.  Our agent went
over the details of her bill, including her usage and the TDU charges.  The agent provided her information about
smartmetertexas.com to track her usage and for tips to reduce consumption.  Notes also indicate that Mrs. [redacted] requested
another copy of her statement, which was mailed on the same day.
Notes
indicate that Ms. [redacted] [redacted], Mrs. [redacted]’s daughter, contacted Entrust March
5th to dispute the enrollment. 
Ms. [redacted] requested to hear the TPV of her mother’s enrollment, and the
agent submitted a request to have it pulled. 
The agent also advised Ms. [redacted] that she was not listed on the account as
an authorized representative and that her father, the account holder, would
need to be available to give permission to allow her to review the call when
the Entrust agent called with the results. 
Notes indicate that Ms. [redacted] stated that she understood.
On the
evening of March 7th, an Entrust agent attempted to contact Ms.
[redacted] to discuss the TPV.  Notes indicate
that the TPV was completed by Florinda [redacted] and was deemed valid after review.  The agent noted that there was no answer to
the number she called and she was unable to leave a message.  There are no notes indicating that Ms. [redacted]
called back.
Ms. [redacted] [redacted] contacted Entrust on March 17th to get an update on
the TPV review.  The agent advised her
that Entrust had a valid TPV.  Ms. [redacted] stated
that she wanted to hear it and that agent advised her that Entrust would need
her father or mother’s verbal permission to listen to the call since she was
not listed on the account as an authorized representative.  Ms. [redacted] called back approximately an hour
later requesting a Supervisor.  Ms. [redacted]
advised the agent and Supervisor that her parents had been manipulated into
answering all of the questions with “Yes”. 
Ms. [redacted] stated that her mother was not capable of making those
decisions and that the [redacted]’s wished to go back to their previous REP.  
Entrust received
a Revdex.com complaint from the [redacted]’s on April 10th.  That same afternoon an Entrust representative
attempted to contact [redacted] at the number she provided to follow up
about the complaint.  Ms. [redacted] did not
answer and the agent left a message. 
There are no notes indicating that Ms. [redacted] called back.
Another
Entrust customer care agent attempted to contact Ms. [redacted] on April 21st
to discuss resolution of the issue, but did not reach her.  The agent left a message.
As part of
this investigation we submitted the complaint details to our sales team to
address with the agent.  The agent denied
the allegations that she manipulated Ms. [redacted] into signing up, and since we
were unable to reach the [redacted]’s, we were unable to obtain any more specific
information about the discussion between Mrs. [redacted] and the agent.
Our review
of the TPV determined that it was valid. 
Mrs. [redacted] responded to all of the requests and questions in a timely
manner and did not appear to have any issues hearing or understanding the
questions.  Additionally, Ms. [redacted] did
not appear to be frustrated or seem to be incapable of comprehending what she
was doing. 
Even though
we feel that we have a valid agreement with the [redacted]’s, we have decided, as a
gesture of good will, to release the [redacted]’s from their contract.  We have requested MarkeTraks to send both
premises back to the previous providers, the process for which can take a few
weeks.  We have also requested refunds
for the payments they have made on the account totaling $1287.57, which should
be processed and mailed out later this week. 
Once the MarkeTrak process completes, all remaining charges will be
waived.  Mr. and Mrs. [redacted]’s account is
flagged as ineligible for disconnection for non-payment, so they can disregard
any current or future statements or notices they receive regarding payment on
the account.
Due to
privacy of customer information laws, we are not including the TPV with this response.  We have made multiple attempts to contact
[redacted] about the results of the TPV but have not been able to reach
her.  Members of our Complaint Task Force
team are still trying to reach her, and I have instructed them to allow Ms.
[redacted] to review the TPV if she requests it. 
We will also be happy to allow Mr. and Mrs. [redacted] to review the TPV upon
request.
If the Revdex.com requires anything further on this
matter, please contact me at [redacted]
Sincerely,
[redacted]
Director of
Regulatory Affairs

From: [redacted]]
Sent: Monday, August 18, 2014 4:44 PM
To: drteam
Cc: Complaints
Subject: Entrust Energy response to Revdex.com Complaint [redacted] - [redacted]
 
Dear Sir/Madam,
 
This letter is being sent in response to the...

abovementioned complaint filed by **. [redacted].  Entrust has performed a review of **. [redacted] account and provides the following information in response to his complaint. 
 
**. [redacted] enrolled his account with Entrust on June 11th.  We have reviewed the third party verification recording of **. [redacted] recording on June 11th and confirmed that he was advised of his fixed energy price of 8.6 cents per kWh and total price of 12.9 cents per kWh, which includes estimated utility delivery charges, which are passed through from [redacted]t on each monthly bill.
 
There are no notes showing that **. [redacted] contacted our Customer Care team to dispute his charges or to ask about his invoice.  The first time we became aware of the issue was upon receipt of his Revdex.com complaint on July 31st.  **. [redacted] account dropped from Entrust on August 4th, which resulted in application of an early termination penalty of $300.00 for early cancellation of his contract in addition to the final usage charges accrued since his previous invoice.  We reviewed his invoices and confirmed that that **. [redacted] was charged the agreed-upon fixed energy charge of 8.6 cents per kWh on each invoice.  The rate he references in his complaint is the total price, which is inclusive of the fixed energy price and utility delivery charges passed through from [redacted].  We have no control over the utility delivery charges and pass them on to customers with no markup.
 
We sent a request to our Sales team to interview the agent about the allegations in **. [redacted] complaint.  The Sales team replied to us that the agent stated he was clear with **. [redacted] about the differences in fixed energy price verses the total price, which included the delivery charges passed through from [redacted].
 
Regarding **. [redacted] complaint, we have confirmed that he was billed correctly and based on the rate information he agreed to in his TPV recording.  We have also interviewed the sales agent about the solicitation.  We cannot confirm exactly what was said at the time of the sale and, as such, we have decided to waive **. [redacted] early termination penalty of $300.00.  **. [redacted] will receive a final bill showing the credited early termination penalty and remaining energy charges for usage he consumed prior to switching to another retail electric company. 
 
If **. [redacted] is interested in hearing the TPV of his enrollment, he may contact our Customer Care team, who can arrange for the TPV to be played for him. 
 
Sincerely,

Re: Case No: 10509929, [redacted]
class="">                                  ...⇄ Dear Sir/Madam,
 
This letter is being sent in response to the abovementioned complaint filed by Mr. [redacted]. Mr. [redacted] states that he never agreed signed a contract with Entrust. Ms. [redacted] states that he was switched from [redacted] without his written consent. Mr. Celso also states that he attempted to contact Entrust, but was unable to reach an agent. Additionally, Mr. [redacted] states he should not be liable for the $300.00 early termination penalty.
 
Entrust has performed an investigation into Mr. [redacted]’s allegations and provides the following information in response.  Mr. [redacted]’s premise at 323 County Road 521, Nacogdoches, Texas was enrolled with Entrust on July 24, 2013. Following a discussion with the sales agent, Mr. [redacted]’s wife spoke with our TPV agent and consented to enroll the premise. His account was enrolled on July 24th and the switch became effective the same day.  Our Welcome Package, including a Terms of Service, Electricity Facts Label and Your Rights as a Customer, was processed on the day of enrollment and mailed to the billing address on file.
 
Notes on the account indicate that monthly payments have been made to the account since September of 2013. Notes also indicate that Mr. [redacted] did not contact Entrust regarding his enrollment dispute prior to filing a Revdex.com complaint on March 3, 2015.
 
As part of this investigation, we retrieved and reviewed the TPV of Mr. [redacted]’s enrollment. Following review of the TPV, we confirmed that the woman in the enrollment is Ms. [redacted], Mr. [redacted]’s wife, and she agreed to all of the terms that were disclosed to her, including the pricing. We have also compared the voice of Ms. [redacted] from a call she made to Customer Care on September 2013. We have confirmed that the voices match.
 
Regarding Mr. [redacted]’s complaint, we have reviewed the TPV of Mr. [redacted]’s enrollment in which his wife agreed to enroll their premise with Entrust. As a gesture of good will, we have waived the early termination penalty of $300.00. We asked a customer care agent to reach out to Mr. [redacted] to inform him that he will not be responsible for the early termination penalty.  We have also asked our billing team to generate a final bill showing a $0.00 balance, which will be sent to Mr. [redacted] as confirmation of the waiver.
 
We are sorry to lose Mr. [redacted]’s business, and hope that he will reconsider Entrust the next time he is seeking a electricity provider.  If he has any questions about his closed account, our Customer Care team will be happy to assist him.
 
 
 
Sincerely,
 
Joseph G[redacted]
 
 
Joseph G[redacted]Bilingual Quality Assurance Analyst 1301 McKinney, Level 12 Houston, TX 77010entrustenergy.com  
The information contained in this message is privileged and confidential, intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of this message. The views expressed in this email are not necessarily the views of Entrust Energy and their respective directors, officers and employees. Further, Entrust Energy makes no representations and does not accept any liability regarding the accuracy or completeness of this email.

[redacted] appreciates the feedback from [redacted] concerning her experience with our door-to-door agents.  We apologize to her for the unpleasant experience she had with those agents.  They did not present their sales message to her as they were trained to by [redacted]...

[redacted].   The agent in question has been retrained and placed on employment probation.  The agent personally offered an apology for any confusion she caused.  [redacted] has cancelled [redacted]'s enrollment and she will not be switched to [redacted].   Her name and address has also been noted to prevent any future solicitations from [redacted].

Re: Case Number [redacted] [redacted]
sans-serif;">
Dear Sir/Madam,
This letter is being sent in response to the abovementioned complaint filed by Mr. [redacted]  Entrust has performed a review of Mr. [redacted] account and provides the following information in response to his complaint. 
Mr. [redacted] enrolled his account with Entrust on August 13, 2014.  We have reviewed the third party verification recording of Mr. [redacted] recording and confirmed that Mr. [redacted] performed the enrollment and agreed to all of the terms.
Entrust has performed an investigation into Mr. [redacted] complaint and provides the following information in response. An Entrust door-to-door agent visited Mr. [redacted] residence on August 13th, 2014. Following a discussion with the sales agent, Mr. [redacted] [redacted] spoke with our TPV agent and consented to enroll his premise at [redacted] [redacted] Mr. [redacted] verified his decision to enroll with Entrust and agreed to the terms and conditions for service. The account was enrolled on August 13th, and the switch became effective the same day.
Entrust received [redacted] from Green Mountain on August 28th requesting that Entrust allow Green Mountain to regain Mr. [redacted] account.
Notes indicate that Ms. [redacted] contacted Entrust’s Customer Care on August 29th stating that her husband was not authorized to switch providers. Ms. [redacted] requested to listen to the enrollment call.
Entrust accepted Green Mountain’s request to regain Mr. [redacted] account on September 17th, after receiving the request within the rescission period and reviewing the account notes. Although Entrust had a valid agreement with Mr. [redacted] we agreed to send back his premise as of date of loss.
As part of this investigation, we submitted Mr. [redacted] complaint to our Sales team for an investigation of the agent, [redacted]. Mr. [redacted] responded that he reviewed Mr. [redacted] bill and noticed that customer was on a month to month rate. When Mr. [redacted] was asked why Mr. [redacted] stated he (Mr. [redacted]) advised him that Entrust would take care of everything, including the early termination penalty, Mr. [redacted] responded that Mr. [redacted] may have misunderstood him, and clarified that what he advised Mr. [redacted] was that Entrust would take care of everything regarding the switch process.  We have asked the Sales team to retrain Mr. [redacted] and asked that he be more specific about what items Entrust would take care of in order to avoid future applicant confusion.
Regarding Mr. [redacted] complaint, we dispute the allegations that Mr. [redacted] account was enrolled with without his authorization.  However, due to Mr. [redacted] request to rescind his contract during the rescission period, we are releasing Mr. [redacted] from his contract and are allowing his premise to be regained by Green Mountain. Once Green Mountain regains his meter, all charges will be waived and Mr. [redacted] account will be closed.  Mr. [redacted] can disregard any bills or other communications regarding his account with Entrust while this is processing.  Entrust will send him a final bill with a $0.00 balance once the account is closed. 
Due to privacy of customer information, we are not including the TPV with this response.  However, we are contacting Ms. [redacted] to allow her to review the TPV and will be glad to allow Mr. [redacted] to review it as well upon request.
If Mr. [redacted] has any questions, he may contact our Customer Care team. 
Sincerely,
[redacted]
Bilingual Quality Assurance Analyst
Entrust Energy, Inc.

Sent: Wednesday, March 25, 2015 9:47 AMTo: drteamCc: [redacted] ComplaintsSubject: Re: Case No: [redacted]
  Re: Case No: [redacted]...

[redacted]
                                        ...⇄ Dear Sir/Madam,   This letter is being sent in response to the abovementioned complaint filed by Ms. [redacted].  Ms. [redacted] states that in October of 2014, an agent wearing an [redacted] hat visited their home and stated that the meter at their residence was malfunctioning. Ms. [redacted] states that she allowed the agent to precede thinking he was from [redacted]. Ms. [redacted] states that on March 4th, her service was disconnected and when she contacted her provider, 4change Energy, she was advised that she was no longer a customer with them. Ms. [redacted] contacted [redacted] and was advised that Entrust was her provider. Ms. [redacted] states that Entrust has excessive charges and caused a cancellation fee from her previous REP.   Entrust has performed an investigation into Mr. [redacted]’s allegations and provides the following information in response.  Mr. and Ms. [redacted]’s premise was enrolled with Entrust on January 9, 2015.    On March 4th, Entrust processed a disconnection request after not receiving a payment for the past due amount of $109.11 from a bill generated on January 28th. Notes indicate that Ms. [redacted] contacted Entrust to dispute the enrollment, stating that she did not authorize to switch to Entrust. The customer care agent advised Ms. [redacted] that a request to review the enrollment call would be sent to determine who authorized the enrollment.   On the same day, Entrust received an inbound drop process, for reason “Customer Moved”. The drop became effective immediately and a final invoice generated on March 6th.   As part of this investigation, we reviewed the TPV of Ms. [redacted]’s enrollment, which we deemed suspicious.  Following review of the TPV, we compared the voice of “Ms. [redacted]” in the TPV to Ms. [redacted]’s voice when she contacted customer care to dispute the enrollment. We confirmed that the voice in the TPV did not match the voice in the conversation and that Ms. [redacted]’s account was enrolled fraudulently.   In light of this new information, all remaining charges on the account have been waived. On March 11th, our Complaints Resolution team contacted Ms. [redacted] and advised her that Entrust had an invalid agreement. Therefore, all charges on her account would be waived.   Regarding Mr. [redacted]’s complaint, Entrust has deemed the enrollment invalid and have canceled all charges on Ms. [redacted]’s account. Her account with Entrust is now closed with a $0.00 balance and no further action is needed on her part.   We send our sincere apologies to Ms. [redacted] for the inconvenience this issue has caused her.    Sincerely,    
[redacted]Bilingual Quality Assurance Analyst 1301 McKinney, Level 12 Houston, TX 77010713.561.5867 office713.338.2602 [email protected]

[redacted]
Entrust will agree to waive the remaining $200.00 early termination penalty once we have confirmed that you have made full payment of the remaining energy charges for usage you used on all three premises while your accounts were with Entrust, totalling $367.34. 
Upon confirmation of this payment, we will credit your account for $200.00 and send you a revised statement showing a $0.00 balance.
Thank you,
[redacted]

I had Entrust for 3 months now and I havent had a single issue, in 2 months I paid almost than what I paid 1 month at another provider. Customer Care is great and there to assit. Good job Entrust!

Entrust did send a collection letter to the customer for $82.52 which was an amount we believed had previously appeared on the customer's [redacted] bill but remained unpaid.  This was for March 2015 gas usage.  Upon investigation, we found that the amount...

had not previously been billed and due to an oversight by our billing vendor, Entrust had not been made aware of the problem.  As a concession to the customer, we will waive the $82.52 charge.   
We regret the error and apologize to the customer for sending the collection letter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [Provide details of why you are not satisfied with this resolution.]
Regards,I am implying that Entrust Energy charged me to my unauthorized address which is [redacted] after I cancelled it. I will fax my bill when I get to the office this Sunday. Why is Entrust Energy avoiding my previous questions?
[redacted]

This note is sent in response to the complaint from Ms. [redacted], who...

complained that a door-to-door agent representing Entrust Energy walked into her house in Rochester, NY without permission.      
 
Entrust Energy agents are trained to not enter enclosed entry ways without permission.  The agent’s actions were not consistent with Entrust Energy policy.  Because of Ms. [redacted] complaint, the agent and the full team of which he is a member have been retrained to ensure they understand the importance of only entering enclosed entry ways with permission of the occupants.    
 
We apologize to Ms. [redacted] for the annoyance she experienced.  No harm was intended by the agent but he should have been more sensitive to the situation. 
 
Thank you for notifying us about Ms. [redacted] concern and please contact me with any additional questions about this matter.

This note is sent in response to the complaint from Ms. [redacted], who complained that a door-to-door agent representing Entrust Energy walked into her house in Rochester, NY without permission.      
 
Entrust Energy agents are trained to not enter enclosed entry...

ways without permission.  The agent’s actions were not consistent with Entrust Energy policy.  Because of Ms. [redacted] complaint, the agent and the full team of which he is a member have been retrained to ensure they understand the importance of only entering enclosed entry ways with permission of the occupants.    
 
We apologize to Ms. [redacted] for the annoyance she experienced.  No harm was intended by the agent but he should have been more sensitive to the situation. 
 
Thank you for notifying us about Ms. [redacted] concern and please contact me with any additional questions about this matter.