Klein, Theodore DDS

We have concluded an investigation into this matter and can confirm that the customer did, in fact, enroll with Just Energy in early Given the passage of time, as a customer service gesture we will close this account and remove the individual from collections

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 Sent: Tuesday, August 02, 2:PM I had a complaint open and accepted the decision made by the company providing the amount was acceptable I received the check from the company today and by no means is the amount acceptableThey have only given me the difference if the cost of hydroThey have not refunded me the $per month that I have paid them at all I can provide the complaint number if needed: complaint number [redacted] Dawn Hodge

Revdex.com: This letter is to inform you that Just Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/1/and assigned ID [redacted] Regards,

Following a review of the account and based on the customer’s experience, we have waived her final billAs she has switched to an alternate provider, her Just Energy account is now closed with a zero balance

We have reviewed the customer’s comments and concerns against our records and confirm that an error did take place on the part of [redacted] We have since corrected the issue which is to remove the balance from her account and close at $Efforts are also underway to remove the account from collectionsWe have attempted to contact the customer to confirm this and extend our sincere apology for the error, and the upset and inconvenience causedWe will follow up with an email communication to her

We have completed a review of the customer’s account and given the circumstances, we have moved to reimburse and waive all applicable charges and close his accountA check covering the customer’s reimbursement will be sentWe regret any upset and inconvenience caused to the customer

We have re-connected with the customer in an effort to resolve the matterWhile it has been confirmed that the customer did validate her natural gas agreement at the time of enrollment, in view of her billing concerns, we have agreed to reimburse her the difference between our rates and the utility’s rates for the period October 1, to October 3, Following our conversation with the customer, we believe the issue has now been resolved

We have spoken with the customer and confirmed enrollment took place in May We have since moved to drop the gas supply services, which will take 1-billing cyclesThe customer is aware that he will be serviced by the utility once the drop is completed

We have left a message for the customer to confirm that we have moved to waive his current balance and final bill due to misunderstandingWhile we acknowledge that the customer expressed his preference to not renew his contract, this does not mean [redacted] that service will be disconnectedCustomers are required to specifically request a disconnection of servicesWe appreciate the misunderstanding that occurred and are glad to work with the customer to resolve the issue to their satisfaction

We have gone back to review this customer’s accountFollowing the [redacted] filing, we opened a new account for the customer so that she would only be billed for charges going forward, and not prior to the insolvencyHowever, it appears that the prior balance owing was transferred over in error We have proceeded to waive the outstanding balance and remove her from collections

[redacted] is hard of hearing due to age, she obviously was not in the state of well being to make decisions like this and and she would not willing pay more for her gas bill I have spoken with her personally and she insists that the people who showed at the door were employees of the local gas company This is illegal misrepresentation and she and I, Her son, will not accept and close this case I expect in writing and a audio recording of the verbal consent given We are not accepting phone calls as a form of contact It's a terrible tragedy that a company like this would take advantage of an year old woman, SHAME ON YOU! 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,

We have reviewed the customer’s account and have agreed to reverse the early termination fee and cease collections activityWe have since communicated this to the customer directly and concluded the matter to his satisfaction

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

We have reviewed the customer’s concerns regarding her account and billing arrangements and have since contacted her to confirm that the account has been cancelledWe also contacted the utility, ATCO North, to double check the meter readings for consumption accuracy, which was determined to be correctAs a customer service gesture, we have agreed to reimburse the customer her final bill charges

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

We have been in touch with the customer to confirm that we have processed a cancellation of his account without penalty, and that it will take 1-2 billing cycles for the cancellation to take effect. He expressed his understanding and it is our belief that the matter has been resolved to the... customer’s satisfaction.

Following a review, we have agreed to extend to the customer a full credit of the *** *** *** that have been applied to the accountWe value the customer’s time and regret the inconvenience caused to them in their attempts to address the issue

The experience described falls well short of our marketing standards and expectationsWe have in place well-defined and communicated protocols designed to help all of our representatives abide by the highest standard in sales practicesIn fact, it is clearly expressed in our training that sales
representatives are required at the door to identify themselves by name as a representative of Just Energy (or a JE company), ensure their badge is clearly displayed, disclose the purpose of their visit, and that they are not affiliated with any local utility, the government or any consumer groupAs well as wearing Just Energy-branded clothing, ICs are required to wear a “We’re not the Utility” buttonBeyond this, we expect that they maintain courtesy and respect at all timesAttempts have been made to contact the customer by phone and a message was left to confirm that the account has been cancelled and that a confirmation letter has been sent via post

Following a thorough review of the customer’s account, we can conclude that the account has been closedDespite an outstanding balance, Commerce Energy has agreed to waive the balance as a goodwill gesture and provide closure for the customerAttempts are being made to speak directly with the
customer to advise

We have in place well-defined and communicated protocols designed to help all of our representatives abide by the highest standard in sales practices, and we expect that they maintain courtesy, respect and professionalism at all timesIn those instances where our representatives do not live up to
our marketing standards and expectations, we will follow through with a thorough investigation and take any necessary corrective actionsIn this case, we have learned that other retail energy providers were also marketing in the areaAs we regret the upset caused to the homeowner, we have followed up with our own sales leads in the area as an effort to avoid similar issues in the future