Company Response
11/29/2021
Company states; At NRG Home, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue:
NRG Home received Mr. Young's complaint on November 17, 2021 regarding the enrollment of his electricity account
History:
Mr. Young has been a customer of NRG Home since January 2021.
Mr. Young's electricity account was enrolled with NRG Home, and as part of the enrollment, Mr. Young attested that he was authorized to make changes on the account and was presented with and accepted the Terms of Service for the account, which contained all required disclosures, including that the plan was for a 3-month variable supply price plan, which continued on a monthly variable pricing plan after the introductory period until cancelled. The Terms of Service also expressly stated that NRG Home does not guarantee savings and that our monthly supply prices may be higher than the utility's supply rates. On January 12, 2021, Mr. Young was emailed the Terms of Service for the account, which further served to reiterate all the terms of the NRG Home electricity supply plan, including the price terms and the right to rescind the enrollment.
On June 29, 2021, Mr. Young called to cancel his account. The request was processed immediately and ended service with NRG Home on July 27, 2021, determined by the utility company. We also discussed his account and the accounts enrollment and pricing. We offered to send Mr. Young a check, not a gift card, for the difference in price to the utilities current price to compare for the life of the account. Mr. Young accepted our offer and stated his concerns were resolved. Check # 1258477 was mailed June 30, 2021 and has not been cashed.
Resolution:
Upon receiving this complaint, NRG Home investigated Mr. Young's concerns and reached out to him regarding this BCA Case on November 18, November 19, and November 22, 2021. Unfortunately, we were unable to reach him and left voicemails for him to contact us if he had further concerns. NRG Home also re-issued the check sent to Mr. Young and it should be received to the billing address on file within 7-10 business days. Should Mr. Young contact us, we will work to resolve any concerns. Until then, we consider this matter closed.
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