ComplaintsforTitan Gas and Power

Electric Companies

Current Alerts For This Business

Pattern of Complaint:

Beginning in 2015 up to today, the BBB of Houston and Greater South Texas has received numerous customer reviews and complaints on Titan Gas & Power that exhibit the pattern below;

It has been alleged by consumers that Titan Gas & Power is going to consumer's homes asking the consumer if they can look at their energy bill and offering them a $50.00 gift card. Consumer's mentioned that they were asked to sign paperwork they were told was for receipt of the gift card but later discovered it was paperwork changing their power services to Titan Oil & Gas. Also, consumers allege that Titan Oil & Gas is not notifying them in a timely manner when their contract is close to renewing. Consumer's state that their electricity bills more than triple without prior notification that their rates are being adjusted.

Reviews received in Feb 2021 and again in October 2021, stated a door to door representative claimed their apartment complex has changed their electric provider and is asking everyone to sign up immediately. They later found that statement was not true.

Beginning in 2022, complaints received state the company is using telemarketers to inundate them with multiple calls coming from multiple phone numbers claiming to be able to save the consumer money. Even when the consumer doesn't want to speak with a representative and end the call, they continue to receive calls from a different number.

The company has provided the following response:

Titan Gas and Power dba CleanSky Energy as an organization, has always been open and honest in our sales approach to potential new customers. We also take misunderstandings regarding reward program offers very seriously. To help minimize confusion, our sales agents are trained to thoroughly explain each campaign offer. We have also made it our business practice to always leave the customer with a handout that clearly outlines the details of the reward being offered. We make every effort to work with any consumer that expresses confusion regarding reward offer and offer concessions where misunderstandings may have occurred.

Every state that CleanSky is registered in as a licensed supplier, has specific regulations regarding notifying customers prior to their contract expiration. The method and timing requirements for each state varies, and CleanSky Energy is compliant in each state. Our Customer Relationship Management system has configurations and logic at the state level, that allows the automation of these notices as mandated by each State’s Public Utility Commission. We have teams of individuals that monitor these systems to ensure that notices are sent out as they should be. In addition to the required notifications, CleanSky Energy makes it a business practice to also send customer emails regarding their contract ending.

In addition, our recently launched CleanSky Energy branding initiatives includes building stronger customer relationships. This includes additional notifications and reminders, as well as additional products available for customers that are up for renewal.

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Initial Complaint
03/27/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company, under the name CleanSky Energy, promised that at the conclusion of my fixed rate energy plan, I would need to PROACTIVELY renew the plan in order to continue. Instead, they UNILATERALLY renewed my plan on a month-to-month basis. When the rates were renewed, we had a newborn baby and couldn't figure out the higher energy costs. I was never informed by CleanSky/Titan that the rates were changed to over 3X the contract I signed up for. The company insists that notices were sent, but has no proof of these notices, as they were not sent electronically nor by certified mail or any other mail with tracking. When I called, they said they could only renew my contract. This company apparently gained our business by misrepresenting their business model and then gauging customers on a ridiculously high energy bill. Unfortunately, it took us 9 months to get to the bottom of why our bills were suddenly extraordinarily high and chalked it up to having a baby and the extra laundry/appliances we were using. We'd like a refund of the amounts in excess of the contract amount we were paying to this company - or at least a credit to PECO (Philadelphia's energy supplier) in that amount.
Business response
04/01/2024
Dear Investigator,

Please find our response to the complaint filed by Ms. Lindsey ****** for BBB Case#: ********.

Thank you for bringing Ms. ******' concerns about her electric account to our attention.

According to our records, on 06/01/2022, we received an electronic inbound enrollment from PECO, which is the utility company, for Ms. ******' electric account. The enrollment was for PECO's Standard Offer Program, and it included a fixed rate of 7.102¢ per kWh, which was valid for 12 months, and there was no cancellation fee attached to it. For your convenience, we have attached the enrollment file along with all the applicable documents for your reference.

We wanted to ensure that Ms. ******' account didn't default to a month-to-month variable rate, so we sent contract expiration notices to the mailing address provided in the enrollment file. The address was 2030 Montrose St, Philadelphia, PA, 19146. These notices informed Ms. ****** about her renewal options, and they advised her that if no action was taken, her account would be automatically placed on a month-to-month rate with no cancellation fee.

Despite our best efforts to inform Ms. ****** about her account status, her account defaulted to a monthly variable rate because she didn't renew or cancel the service before the contract expiration date. Consequently, Ms. ******' account was charged a variable rate on her electric bill.

Ms. ****** contacted our Customer Service department on 03/27/2024 to cancel her service. We would like to confirm that her electric account is scheduled to terminate with CleanSky Energy on 04/02/2024. As a courtesy, we updated Ms. ****** final bill to bill at the utility’s current price to compare rate.

We apologize for any confusion or misunderstanding that may have occurred. Our records show that Ms. ****** was billed according to her contract plan as well as after her contract expired. If you have any further questions or concerns regarding this matter, please do not hesitate to contact us. We are always available to assist you.

Best regards,
Compliance & Regulatory Affairs
Customer response
04/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

The response does not address my complaint, which is that the means by which they gained my consent was fraudulent in the first place as they induced my business based on the false promise that a renewal would need affirmative action on my part. Further, though they state they tried to get in contact with me, they have no proof of this, did not send emails, and did not call. This has resulted in thousands of dollars in overpayment.

Regards,

Business response
04/09/2024
Good morning,
We would like to confirm that we have received Ms. ******' rebuttal regarding her enrollment and the expiration of her contract with our company. As we mentioned earlier in our first response, we have verified that an inbound electronic enrollment request was received on June 1, 2022, from Ms. ******' utility company, PECO, for the Standard Offer Program. The Standard Offer Program (SOP), also known as the Customer Referral Program (CRP), is a great way for residential customers to save 7% on their electric supply by enrolling with a competitive supplier. The customer would have had to request enrollment in this program by contacting her utility (PECO) and requesting enrollment for this program via PECO’s website or by contacting them by phone.

After carefully reviewing the case, we have determined that proper notifications were sent to the customer advising her that her contract was going to expire via mail to the mailing address provided by her utility company, PECO. Please note that if a customer fails to respond to a renewal notice, they will automatically remain with the current Electric Generation Supplier on a month-to-month basis without any cancellation fees. All documents that were mailed to the customer were attached to our original response, and we are attaching the relevant documents again for your reference.

We take our communication with our customers seriously, and we believe that we provided Ms. ****** with all necessary information regarding the expiration of her contract before and after it expires, according to the regulations set by the PUC. We understand the importance of clear and timely communication, and we strive to provide our customers with all the information they need to make informed decisions.

At this time, we feel this conversation has reached its productive conclusion and we respectfully request that the BBB consider closing this case.

If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.

Thank you for your attention to this matter.

Best regards,

Compliance & Regulatory Affairs
Customer response
05/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

The utility did not enroll me unilaterally - I enrolled because of clearsky/titan's mischaracterizations that re-enrollment would not be automatic at a higher rate.

Regards,

Business response
05/10/2024
Good afternoon,
Ms. ****** has continued to represent that she enrolled with CleanSky Energy directly and not through her utility. What she is claiming is impossible. The Standard Offer Program requires customers to enroll through their utility. Below you will find a description of the program works, taken directly from the PA PUC’s official choice website, PA Power Switch.

1. Contact Your Electric Distribution Company (EDC)

A customer can enroll in the Standard Offer Program by contacting their utility and requesting enrollment or visiting the EDC site. Additionally, the PUC requires electric utilities to make the Standard Offer Program available to certain customers calling the utility (such as customers with a high bill complaints)

2. Get Assigned to a Supplier

If the customer is interested, the utility will assign a randomly selected electric generation supplier to serve the customer.

3. Receive Written Terms and Conditions
Your new supplier will send you a written disclosure statement explaining your terms and conditions.

If Ms. ****** can provide evidence that she enrolled directly with CleanSky Energy, we respectfully request she provide that documentation. In the absence of any such evidence, CleanSky Energy considers this matter closed.
Best regards,
Compliance & Regulatory Affairs
Initial Complaint
12/16/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
THEY KEEP CALLING MY PHONE! EVERYTIME I BLOCK ITS A NEW NUMBER?! STOP CALLING ME BEFORE I PURSUE LEGAL ACTION AGAINST THE COMPANY AND GET IT SHUT DOWN FINED OR WHATEVER FOR VIOLATING FTC LAWS. MY PHONE NUMBER IS ON THE NATIONAL DO NOT CALL LIST STOP BLOWING UP MY PHONE! I AM MISSING IMPORTANT CALLS BECAUSE THEY WANT TO CALL EVERY FIVE FREAKING SECONDS STOP CALLING MY PHONE. I DO NOT WISH TO DO BUSINESS WITH YOU NOR HAVE I OR EVER WILL CONSENT TO BEING CALLED BY THIS COMPANY. STOP CALLING ME? THIS IS LOANSHARK AND PREDATORY BUSINESS BEHAVIOR.
Business response
12/19/2023
Dear Investigator,

We acknowledge your report regarding Ms. ***** ********'s complaint for BBB Case #: ********, and we appreciate the opportunity to respond.

Our company follows strict policies to ensure that our vendors comply with the regulations governing the National Do Not Call Registry. However, based on our records, we found that we contacted the phone number ***** ******** with the consent we obtained from *** ********. *** ******** provided this consent when they visited the website *************************************************** and submitted the web form with the consumer-provided information shown below:

First name = ***
Last name = ********
Address = **** **** **
City = <not provided>
State = OH
Zip = *****
Phone10 = **********
Email = <not provided>
IP Address = **************
Browser = Mobile Safari ******
Operating system = iOS ******
Visit URL = ***************************************************
Opt-in date/time = 2023-12-11 04:19:21
TrustedForm certificate = *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
To address Ms. ********’s concerns and prevent any future inconvenience, we have immediately added her phone number ***** ******** to our internal Do Not Contact list. This measure ensures that Ms. ******** will not receive any further communication from us in the future.
Please do not hesitate to contact us if you have any further concerns or questions.

Best regards,
CleanSky Energy
Compliance & Regulatory Affairs
Initial Complaint
09/20/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company which I have no idea who they are what they do never signed up for anything through them WILLL NOT STOP CALLING ME! I blocked the number multiple times and they keep calling off different numbers. I finally answered and asked them to please stop calling me. They are now calling me multiple times a day off different numbers. Feels like I'm being harassed by this company and would like them to stop calling me
Business response
09/21/2023
BBB Dispute Resolution Team
BBB Case * ********

To whom it may concern:

Please find our response to the complaint filed by Ms. ***** ********* *** **** **********

Thank you for bringing Ms. *********** concerns to our attention and allowing us to address her complaint.

We take these matters very seriously and make every effort to ensure that all sales representatives who contact prospective customers follow proper procedures.

Upon receipt of Ms. *********** complaint, we added the phone number ***** ******** to our internal and external Do Not Contact list to ensure that Ms. ********* is not contacted by any entity representing our service in the future.

We regret the unpleasant experience Ms. ********* may have experienced.

Please do not hesitate to contact me if you have any further questions or concerns.
Kind Regards,
Angela

Customer response
09/21/2023
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
09/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******** ****** is sending a bill for $250. Evelyn did not agree to any purchases from this company. I am **** her son filing this complaint for her because she cannot do it herself she is 90 years old and has dementia. I have called this company back in May or June of 2023 and canceled after receiving notice that her electric supplier had been changed to this company. I also added my name to her account for permission to talk about it. At that time I also canceled any service from ******** ****** , they recorded the call! After receiving another bill on 09/072023 for $250. I called and they would not discuss or give me any information.
Business response
09/13/2023
Good morning,
Please find our response to the complaint filed by Ms. ****** ****** for BBB Case * *********

Our records show that Ms. ****** contacted our Customer Service department on 06/07/2019 regarding a direct mail postcard she received in the mail. Ms. ****** voluntarily agreed to enroll her electric service for a 24-month contract at a fixed rate of 9.99¢ per kWh, and her gas account was enrolled for a fixed rate of .60¢ per ccf. We would like to confirm that her gas account did not become active, and the electric account was canceled on 05/12/2023.

On 02/16/2022 we received an inbound cancellation request for Ms. ******’s electric account. An outbound call was placed to her on 3/02/2022 to regain her service. Ms. ****** agreed to reinstate her service for a 24-month contract at a fixed rate of 12.27¢ per kWh. Upon receipt of the complaint filed by the customer, we have agreed to waive the cancellation fee of $250.00 as a courtesy, the customer's account reflects a zero balance.
Ms. ******’s service address and phone number were added to our internal Do Not Contact list to ensure that she is not contacted by any entity representing our service in the future.

We apologize for any misunderstanding or inconvenience Ms. ****** may have experienced.

Please do not hesitate to contact me if you have any further questions or concerns.
Kind regards,
Angela
Initial Complaint
05/11/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company called over the phone and spoke to my daughter and signed me up under false information! We called and told them we did not approve this and they said they would cancel it! Here we are a year later and I just found out they have gotten over 1000.00 of my money because it was never canceled! AEP has canceled it and this company says they have too now but are refusing to refund my money!! They refuse to return my calls and will only send emails after a two week wait! AEP even said they scam so many people with this crap and it’s not ok!! CleanSky Energy 3355 West Alabama, 500 | Houston, TX 77098 [email protected]
Business response
05/12/2023
To Whom It May Concern:

Please find our response to the complaint filed by Ms. Cortney ******** for Complaint #********.

Thank you for bringing Ms. ********** concerns to our attention and allowing us to address her complaint.

Upon receipt of Ms. ********** complaint, we reached out to her by phone to address her concerns and provided her with a satisfactory resolution. We consider this matter resolved.

We apologize for any misunderstanding or inconvenience Ms. ******** may have experienced.

Please do not hesitate to contact me if you have any further questions or concerns.

Kind regards,
AP
Customer response
05/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

After I spoke with them on the phone, the day they sent the response to this complaint they agreed it was not me. They spoke to you on the phone. They have been taking my money when they were not supposed to. On the day I spoke with them they took another 200 and some dollars from AEP from My Account again this letter that I have attached just arrived today stating that I still owe 280 18 which I do Believe is the amount they took from my AEP payment on the very day that I spoke with them on the phone and they told me I would be refunded. When they agreed to give me back some of the money they took, I expected at least half of the $ and was going to let it go just for them to make sure it was canceled and to stop billing me. But now they have taken even more so they owe me over probably $1500 and until I get this money I will take this to court I have a phone recording of them admitting they falsely sign me up for this crap and I’m done.
I will not drop this until they make it right
Regards,

Business response
06/07/2023
To Whom It May Concern:
We acknowledge Ms. ********** response and concerns.
Upon receipt of Ms. ********** complaint that was filed on 05/11/2023, we contacted her by phone to address her concerns. Ms. ******** was informed that we have agreed to issue a re-rate to resolve her dispute for the months that she was on our service from 09/16/2022 – 04/19/2023 to the rate she would have paid with her utility had her service not been switched. The re-rate resulted in a credit of $767.03, which was applied to her account balance of $280.18 on 05/15/2023. Ms. ********** account has a remaining credit balance of $486.85 that will be sent to her in the form of a check within 10-14 business days. We would like to confirm that the attached Collections notices provided by Ms. ******** were automatically sent to her and may be disregarded.
We would like to ask the BBB to review this case and determine that we have made a good-faith effort to resolve the customer's complaint and close the complaint as resolved.
Kind regards,
AP
Initial Complaint
12/27/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They charge me eight times more than my normal utility bill, they promise to save me money but over charge me every single payment!
Business response
01/03/2023
To Whom It May Concern:

Please find our response to the complaint filed by Emory **** for Case ID: ********.

Thank you for bringing Mr. ****** concerns to our attention and for allowing us to address them.

Our records show that the electric account belonging to Mr. Emory **** was signed up to be our electric supply customer on 09/16/2022 via our third-party door-to-door sales vendor. Mr. **** agreed to enroll his electric account for a 12-month contract at a fixed rate of 17.99 ¢ per kWh. Please find the applicable documents attached for your review.

On 11/14/2022 Mr. **** contacted our Customer Service department to cancel his account with us. During that phone call the representative immediately submitted the cancellation as requested. Our records show that service for Mr. ****** electric account was returned to his utility company on 12/10/2022, as determined by his utility company.

Upon receipt of the complaint filed by Mr. ****, we have agreed to waive the $75.00 early termination penalty associated with his contract as a courtesy. Mr. ****'s service address and phone number were added to our internal Do Not Contact list to ensure that he is not contacted by any entity representing our service in the future.

We apologize for any misunderstanding or inconvenience the customer may have experienced. Mr. ****’s account was billed correctly and handled according to the Terms of Service agreed to at the time of enrollment.

Please do not hesitate to contact me if you have any further questions or concerns regarding this matter.
Best regards,
AP
Initial Complaint
11/14/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have been inundated with calls,on the home phone and the cell phone,from callers who claim to be able to give us 30% off our electric bill. Some people say they are from the "*** supply department", others say they are with the "electric supply department". They have a short spiel then they confirm your statistical information. They then transfer your call to their "supervisor ". He reiterates what was already said with a little more depth and tries to entice you into a commitment. We have receiving approximately 7-20 of these calls a day. On 11/10/22 I began counting the number of calls after 12 pm. In just the afternoon and evening I answered 17 or 18 of their calls. In several instances I called the number back. I reached messages stating the number was "not in service". However in two instances I reached someone's cell phone. I explained what was going on. One man said he was aware and he had reported it to his phone company. The other man had no idea what his number was being used for. They use different numbers. Some come across the ID as numbers of business we know such as our credit union. On 11/11/22, I received 20 calls each time I became madder and madder because I had asked to remove our number, exposed their deceptions, gone along to get name of their company, all the way up to me threatening to report to BBB. During the call where I spoke with the supervisor, he did tell me the company. It is Clear Sky Energy out of Houston TX. These people harass us every day,all day. I have begun documenting every call and after I get their name, I inform them that I'm reporting them to BBB. I'm sure their names are fake. They all have a middle eastern accent. Here are some of the numbers they are using.4108517089, 4104090915, 4108418006, 4108240170, 4108271802. There are many more.
Business response
11/29/2022
Good afternoon,
We apologize for the delay in our response to you.
Thank you for bringing Ms. ****** ************* concerns to our attention and for allowing us to address them.

After receiving Ms. ************* complaint, we added her phone number of ***** ******** to our internal Do Not Call List to ensure that she is not contacted by any entity representing CleanSky Energy in the future. Please note that Ms. ************* complaint referred to Clear Sky Energy, which is another company located in Texas, that may continue to reach out to her if they are not contacted to cease calls.

We would like to confirm that it will take approximately 30 days for the calls from CleanSky Energy to cease completely. We apologize for any inconvenience during this period.
Please do not hesitate to contact me if you have any further questions or concerns regarding this matter.
Best regards,
Angela ******
Initial Complaint
09/19/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This complaint is written on the behalf of Ms. Evelyn ******, who is 65, and at the time of enrollment (about a year ago) for services was not of sound or able mind. Ms. ****** had been on heavy medication for chronic pain and was not in any condition to make logical decisions. She had been pressured by two gentlemen who enetered her home. The two gentlemen violated her privacy by gaining acess to her phone and enrolling Ms. ****** into Cleansky Energy services. As a result, to date, Ms. ****** has been paying an energy bill that she does not feel she consented on. This fee is added to her current electrical bill serviced by **********, a local power service provider located in Massachusetts. Ms. ****** has made several attempts to cancel the services provided by Cleansky Energy but has been unsucessful in executing such request. There have been serveral complaints within her neighborhood concerning Cleansky Energy personnel targeting elderly residents for their services. MS. ****** fears that her identy and security has been compromized and is looking for all possible avenues that could lead to a resolution and termination of contract with Cleansky Energy.
Business response
09/23/2022
To whom it may concern:
This is our formal response to BBB Case # *********
Thank you for bringing Ms. ******’ concerns to our attention and for allowing us to address them.
We take these matters very seriously and make every effort possible to ensure that all sales representatives
that contact prospective customers are following proper procedures.
Our records show that the enrollment for the electric account belonging to Ms. ****** who was signed up on
06/21/2021 via our third-party door-to-door channel. The electric account was enrolled for a 3-month term
contract at a fixed rate of 14.99¢ per kWh.
To keep the customer’s contract from defaulting to a month-to-month variable rate a renewal notice was
issued informing Ms. ****** that her contract was about to expire. The notice was emailed
to **************************** and mailed to *********. The renewal notice
provided the customer with her renewal options and stated that if no action was taken the customer would
be on a variable rate with no cancellation fee. Because service was not renewed or canceled before her
contract expiration date of 10/29/2021, Ms. ******' account defaulted to the monthly variable rate.

We would like to confirm that Ms. ******’ account information has been added to our internal Do Not Contact
list.
We truly regret Ms. ******' unpleasant experience and would like to note that this unfortunate incident is not
a true reflection of our sales practices or customer experiences. We had no reason to believe that her account
was enrolled without her authorization. Ms. ****** has been on our service since June 2021 and has never
contacted us directly to dispute her enrollment.

Please do not hesitate to contact me if you have any further questions or concerns regarding this matter.
Best regards,

Angela |Compliance & Regulatory Affairs Sr Analyst | Email: [email protected]
Initial Complaint
05/18/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have reported scam on several phone #'s with this company. Now it seems as if they are calling even more. At least 5 times a day. CleanSkyEnergy under different #'s 223-888-0836 & 445-222-2132. They also have 4 different numbers calling asking if you are a California resident press 1 or 2. They show as a city and state, for example: Sharon, Pa # 724-558-6749 or ,New Florence, Pa 724-308-9843 & 724-235-7494. This has to stop. We are a business and this is disrupting our service.
Customer response
05/18/2022
Better Business Bureau:

This letter is to inform you that Titan Gas and Power has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/18/2022 and assigned ID ********.

Regards,

I do not see a letter detailing this information.
Deborah *******
Initial Complaint
03/15/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was recently charged $24.69 on 3/11/22 and again charged $8.64 on 3/14/22 by CleanSky Energy. When I contacted the company they claimed I had signed up with them through the powertochoose website for electricity service. I have an existing electrical service contract with another company and never signed up with CleanSky.
Business response
03/31/2022
To Whom It May Concern:

Our records show that the account belonging to Kevin ***** was enrolled online via the Power to Choose website on 2/17/2022 at 3:24 pm, with a requested start date of 2/18/2022. Immediately after the enrollment was processed, we sent the Welcome Email and Login Information Email to the customer.

Mr. *****’s service became active on 2/18/2022. On 2/21/2022, we received an inbound transaction with a drop date of 2/23/2022. The customer was invoiced for the days of service in which the account was active on our service and payment was automatically drafted from the payment method provided at the time of the enrollment.

On 3/15/2022, after payment confirmation emails were sent to the customer, we received a phone call from Energy Ogre on behalf of Mr. *****, disputing the enrollment. Energy Ogre stated that Mr. ***** has been doing business with their company since 2018 and would not have enrolled himself. We worked directly with Energy Ogre to research the origination of the enrollment. We have received an email from Energy Ogre confirming that an agent did indeed process the enrollment on behalf of the customer but subsequently processed an enrollment with another provider causing his service to terminate. We have confirmed that because we received the switch request within the recission period, the early termination fee was not billed to the account.

Thank you for allowing us the opportunity to research the details of this complaint. We believe that a valid enrollment was obtained and ask that the BBB close this dispute as resolved.

Please do not hesitate to contact me if you have any further questions or concerns regarding this matter.

Best regards,

Angela R.
Customer response
03/31/2022
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I am thankful for the businesses response and for not charging the early termination fee.
Thank you!

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