Complaints

This profile includes complaints for MPower Energy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MPower Energy LLC

  24 Hillel Pl Fl 2 Brooklyn, NY 11210-2923

• 

  MPower Direct

  2124 E Carson St Pittsburgh, PA 15203

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I handle all of my elderly mother's finances and noticed her PSEG bill was significantly higher than usual back in January. I looked on her bill and saw MPower supply charges. My mother is not capable of signing up for any services. Someone intercepted her mail, where MPower was giving a $200 gift card to sign up. I identified a family member stole her mail and signed up. His name was ****** ******. He does not live at ********************** and had no right to call on her behalf. I am considering legal action as I believe this is elder fraud and abuse. My mother ******* is the only one on the **** account, 88 years old and not able to make any financial decisions. This never should have been authorized. I spoke to ***** in January, and he promised it would be rectified and removed by the end of February 2025. I called back when the next bill was received, and the charges were still there. I then spoke to ****** on the 14th of February, and he promised the same and said she would receive a $60 check in the mail in a few weeks for the trouble and also cancel the service. Today, the 21st of March, I received her next bill with the MPower charges still on there and no check has been sent. This is beyond frustrating, and I consider this elder fraud. I called today and was told ****** was given my message and will call me back. I am looking for some kind of monetary reimbursement for all of the time I have had to spend to sort out this situation, that was NEVER authorized. I had to call back finally spoke with ****** and he assures me as of the 28th of February MPower will be removed. I will wait to see the next month. The $60 check promised back in February has not been received and ****** will have reissued and sent out 5-7 days. I still want to know why this was set up and not authorized by the account holder?

  Business Response

  Date: 03/31/2025

  Hello ******* *******,

  After further investigation, it has been confirmed that ****** ****** was the individual who completed the enrollment for the accounts in question. During the third-party verification (***) call, *** ****** confirmed that he is the account holder and the authorized person to enroll the account in service.
  
  During the *** process, *** ****** provided and verified all necessary account information, including the service address and account numbers. He demonstrated a clear understanding of the enrollment process and explicitly agreed to enroll his account with ********************** as his third-party supplier of renewable energy at a fixed rate. He also accepted the terms and conditions and acknowledged that Mpower Energy does not guarantee savings compared to the utility.
  
  This enrollment was completed in person on January 8, 2023. Given that *** ****** personally provided the account details and completed the verification, our sales representative had no reason to doubt that he was the rightful account holder.
  
  Following the receipt of this complaint, we have attempted to contact *** ******* ******* but have been unsuccessful.
  
  On January 17, *** ******* contacted our customer service team to request a cancellation, stating that ******, her nephew, should not have enrolled her account. The cancellation was successfully processed, and confirmation number 0606EGD was provided.
  
  On February 14, *** ******* reached out regarding the charges on *** ******** *****. We explained the cancellation process and provided the exact termination dates: electric service was scheduled for termination on February 28, 2025, and gas service on March 31, 2025. Please note that termination dates are determined by the utility, not by Mpower Energy.
  
  As a courtesy, a $60.00 credit was offered and accepted by ************ to resolve the dispute.
  
  On March 21, 2025, *** ******* called again, stating that she had not yet received the check. Upon verification, we confirmed that the check had been successfully sent via ********; however, it appears to have been lost in the mail. As a resolution, we have reissued a new refund check for $250.00 to settle this matter, which has been sent to the name and address provided in the complaint.
  
  Additionally, we have added the customers information to our internal "Do Not Enroll" and "Do Not Contact" lists to prevent any future communications.

   

  Kind regards,

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pushy door to door salesperson lied about too much emissions in the air and is going to illegally transfer my power supplier.

  Business Response

  Date: 03/07/2025

  On March 5, 2025, ************************ enrolled in service with Mpower Energy by completing a third-party verification (TPV) phone call, which serves as verbal consent to enroll in service. Additionally, *** ********* signed a contract agreeing to the terms and conditions.
  During the **** he identified himself as the "roommate/**** *****" and the person authorized to enroll the account. ************************ also confirmed his understanding that our service is voluntary, not mandatory, and agreed to receive renewable energy under a fixed rate.
  Later that day, our ***************************** contacted *** ********* to rate his experience with our sales representative. During this follow-up call, he appeared confused about our service and its benefits. He also stated that he "gives the money to *** ******** but does not directly pay the bill.
  Upon receiving this new information, we immediately stopped the enrollment process. The cancellation confirmation number is 2117EGD.
  As a result, *** ******** accounts will not be enrolled in service with Mpower Energy.
  If you have any further questions, please feel free to contact our **************** Team.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I was rushed through signing up for an energy service by MPower by a door to door agent of the company. The whole process felt suspicious, and ultimately, I felt coerced into signing up for the service based on inaccurate and fabricated information. It does not feel legal for the representative to enter my building, all under the guise of switching to renewable energy for my electric source. I do not want to have service with this company, and I want to warn others to avoid talking with door to door agents in the future.I have called an agent and cancelled my service within the 3 day window, but I need to make sure this account will not be switched or charged to my existing g electric company.

  Business Response

  Date: 02/14/2025

  Dear ******** *****,
  We sincerely apologize for your experience with one of our sales representatives. At Mpower Energy, we strive to ensure our agents provide clear and transparent information to all potential customers. Our goal is to offer renewable ********************** and fixed-rate plans with integrity and professionalism.
  To address your concerns, our records indicate that you contacted our customer service department on February 12, 2025, to request a cancellation. Your request was successfully processed, and a cancellation confirmation number ********) was provided for your reference. As a result, you will not be an Mpower Energy customer, and we will not supply your ********************** or replace the supply portion of your bill with our rate.
  We appreciate your time and hope this resolves your concerns. If you need any further assistance, please feel free to reach out.
  Best regards,

• Initial Complaint

  Date:11/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 15, 2024, a sales agent visited my home and attempted to convince me to sign something i didn't fully understand. Stated they were from *** which is not true. I am not from ******** and was not aware. I then asked the agent to come back later at a later time as I work from home and was at work. The salesman would not leave and mentioned he needed to check something regarding my energy bill, which wasn't very clear. He insisted I open my BGE bill for verification, despite already having all my information on his iPad. He then informed me that I would receive a survey call to confirm MPower Energy had completed the check. When the call came, the sales agent remained in my home with his foot in the door and pressured me into answering all the questions with a "Yes" response, feeding me the answers. They even coerced me into falsely stating that they had already left my home when asked by the agent on the phone. Immediately after the call, they had me sign on their iPad, claiming the check was completed. Shortly afterward, I received a new contract for my electricity with MPower Energy. The entire process was rushed and confusing, seemingly designed to deceive me. I have since emailed MPower Energy customer service requesting the cancellation of my account with this fraudulent company. Since it is within the 3 day cancellation timeframe. I also called the direct line of ************ and they provided a cancellation ID of *******. Im trying to insure services were cancelled. I am not interested at all

  Business Response

  Date: 11/25/2024

  Dear ****** ******,
  
  Thank you for bringing this matter to our attention, and we deeply regret the experience you described. We strive to maintain the highest level of professionalism and integrity in all customer interactions, and your concerns are taken very seriously.
  
  First and foremost, I want to assure you that your account has been successfully canceled as per your requests to our **************** team. Your cancellation ID is *******, and your account is inactive. To avoid further escalation, we have also added your phone number to our internal do "not contact list".
  
  We were disheartened to hear about the interaction you had with our sales representative. Please know that we do not condone or train our agents to misrepresent themselves, provide false information, or pressure individuals into making decisions. The behavior you described is not aligned with our values or practices, and we sincerely apologize for the distress and confusion it caused.
  
  In light of your feedback, we have launched an internal investigation into this matter. To assist with this process, any recordings or additional details you can provide about the interaction would be invaluable. This will help our compliance team address the situation thoroughly and ensure that appropriate disciplinary actions are taken, where necessary.
  
  We also noticed that while you contacted our **************** line on November 15, 2024, and again on November 18, 2024, to cancel your account, the concerns about the sales interaction were not escalated to the compliance team during those calls.
  
  Thank you for allowing us the opportunity to address this matter and work towards better service in the future.
  
  Kind regards,

• Initial Complaint

  Date:10/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with MPower for them to be my energy provider. It struck me that there was something fishy going on, so I decided to cancel the contract which stipulated I have three days to do. The companys phone number is a *** line.

  Business Response

  Date: 10/31/2024

  Dear ********* *****
  
  
  Thank you for bringing your concerns to our attention. We take these matters very seriously and want to provide you with a clear understanding of your account's history with MPower Energy.
  
  
  We have reviewed our records and found two separate enrollments under your name:
  First Enrollment Completed on February 19, 2024.Second Enrollment Completed on September 9, 2024.For both enrollments, you completed a third-party verification (TPV) phone call, which serves as a verbal agreement to initiate service with MPower Energy. During these calls, it was clearly explained that MPower is a third-party supplier, that our service is voluntary and not mandatory, and that we offer fixed rates for your energy. You acknowledged and agreed to the terms of enrollment, and contracts were signed on both occasions, which I have attached for your reference.
  Additionally, on September 12, 2024, you contacted our *************************** regarding your enrollment, citing concerns about having solar panels. Our representative explained that if your panels do not cover the full electricity consumption in your home, MPower would supply the remaining energy. During this call, we offered a $20.00 refund and a lower rate for both your electric and gas accounts, which you accepted. It is important to note that at that time, you successfully reached our *************************** using the contact number provided on both the contract and our website. Since then, we have not received further calls from you.
  
  
  Given your feedback regarding issues with reaching our service line, we would like to understand which phone number you are using, as we have not recorded any subsequent attempts to contact us after September 12. Our customer service number is clearly listed on the contract and on our website.
  As part of resolving your complaint, we have processed the cancellation for both your electric and gas accounts. Furthermore, we have added your information to our internal "Do Not Contact" list and enrolled you in our ****************** Program for your last billing cycle. This means you will be charged less for the supply portion of your bill compared to your utility, and this will remain in place until we are fully removed from your bill.
  
  
  If you have any additional concerns or need further clarification, please feel free to reach out to us directly. We value your business and are committed to ensuring a smooth and transparent resolution.
  
  
  Kind regards,
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting price gouged from this energy supplier after discontinuing service well over a year ago due to deceptive marketing practices. They're charging me 3x the rate of their competitors and snuck it in, hoping I wouldn't notice.

  Business Response

  Date: 10/23/2024

  Dear ********** ********,
  
  
  Thank you for bringing your concerns to our attention. We take feedback seriously and appreciate the opportunity to clarify and resolve the issue regarding your account. We have tried reaching out to you via phone call, unfortunately we have not been able to get in touch.
  
  
  Mpower Energy is a supplier of renewable energy, which is more costly than traditional energy. Mpower Energy's rates are generally consistent with the rates of competitors offering renewable energy. However, we note that many suppliers offer low "teaser" rates that increase substantially after a brief time. Mpower's rates remain fixed for the period of time specified in our contract. We also note that unlike utility companies, which are "default" providers, Mpower is an independent supplier and must maintain a sales force to market its renewable energy service. Those costs factor into the rates charged.
  
  
  That being said, we have been your supplier for over two years and no concern about our rates has been raised in the past, despite numerous communications in which we addressed whatever issue was raised. On May 11, 2022, ****** ******* contacted us expressing concerns about his enrollment with Mpower. He explained that he felt misled, as he believed he would not incur a cancellation fee. After discussing the matter, it was clarified that the cancellation fee he was referring to was from his previous ESCO provider, not from Mpower Energy. We do not charge any cancellation fees. To better address his concern, we requested a copy of his utility invoice, which he provided, and it was reviewed by our management team.
  
  
  On May 12, 2022, our customer service team followed up with ****** to offer a resolution. We extended a courtesy credit of $120.00 to offset the cancellation fee he had been charged by his previous supplier, which he accepted. A check was issued and sent as a result of that interaction. Since then, we have not received any further communication from either you or ****** regarding a request for cancellation.
  
  
  Additionally, as part of our regular customer assurance process, our team followed up with ****** on three separate occasions June 9, 2023, August 24, 2023, and February 29, 2024 to confirm that Mpower Energy was still your current supplier, and no issues were raised during these interactions.
  
  
  To address your current concern, we have processed a cancellation of your account, and it has been added to our internal "Do Not Enroll" and "Do Not Contact" lists. Furthermore, we have applied a guaranteed savings adjustment to your last billing cycle with us. This means that instead of being charged Mpower Energys supply rate, you will be charged an amount that is less than what the utility would have charged. This adjustment will remain in place until your utility fully processes the cancellation and removes us from your bill.
  
  
  If you have any proof of a previous cancellation request such as a confirmation number or phone records showing the number you called to cancel we are more than happy to review that information and offer compensation if necessary.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is just a heads up to others that this company pays customers off for complaining. I know this because I was paid off to remove my review Im not sure if that even happened? With that being said this is illegal. And the issue of the company being a terrible company persists.

  Business Response

  Date: 09/24/2024

  Dear **** * *********,
  
  
  Thank you for sharing your concerns with us and for giving us the opportunity to address them.
  
  
  At MPower Energy, we take all customer feedback seriously and strive to provide transparent and accurate information to every customer. We understand that you feel that there was a misunderstanding regarding your enrollment back in 2022. However, based on our records, we see that you completed the third-party verification process, which confirms your agreement to enroll in our services and acknowledges that our services were fully explained.
  
  
  We want to emphasize that our Compliance Team has been diligently working to reduce complaints and improve our service experience. We have invested in enhanced training for our agents to ensure that they clearly communicate our services, rates, and terms, so there are no misunderstandings.
  
  
  We sincerely regret that you feel dissatisfied with your experience. However, unless there is a new and specific complaint with actionable details, we cannot take further steps beyond what has already been done, including the courtesy credit check for your inconvenience of $150.00 that was previously provided to you in order to close out the case and terminate the BBB dispute.
  
  
  We value your feedback and hope this clarifies our position. If you have any additional details or concerns that you believe we should be aware of, please feel free to share them with us directly so we can address them more effectively.
  
  
  Thank you for your understanding, and we hope to continue to improve and provide the best service possible.
  
  
  Kind regards,

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative (***************** - not sure of spelling) from MPower DC came to my door today asking if I wanted to "go green." He said that we had "missed the June 1 deadline in **" to "go green" but he was coming by to give us another chance. I repeatedly asked him what he meant by 'go green' and he referred to "the CO2 emissions that affect babies and elders 50 and over with COPD, and the water." (I thought he might be selling trees? green roofs? plants?) He said he wanted to see our electric and gas bills and when I asked why he said that the 'information about going green was right on there." He then asked if I read my bills, and told me he thought I didn't even read my bills and that I was "confused." He repeatedly refused to explain why he was on my doorstep, so I told him I wasn't interested and he needed to leave. He insisted I was confused - I had to close the door in his face. He stood outside saying "she's confused - obviously - or why was she asking questions?" This is simply harassment - aggressive sales techniques from a power company that wants more business, is sending people out in the street to badger and harass homeowners.

  Business Response

  Date: 08/20/2024

  Dear *********************************,
  
  
  Please rest assured that we take your complaint very seriously. We will relay your suggestions to our sales team regarding the need for retraining the agent who visited your home.
  
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers. We specialize in supplying renewable energy and fixed rates, our agents are passionate about educating the public on the environmental benefits of renewable energy sources. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  
  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We are committed to implementing necessary improvements, including enhanced training for our sales team, to prevent such incidents from occurring in the future.
  
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  
  Kind regards,
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their door-to-door salespeople repeatedly ignore clearly marked no soliciting signs that are posted in my building and try to gain access to my building by pretending to be city employees. They say that they "need to gain access to people's apartments to inspect energy usage" and mask their sales pitches as inspections.

  Business Response

  Date: 07/29/2024

  Dear *************************,
  
  First and foremost, I want to offer our sincere apologies for any confusion or frustration your partner may have experienced with our sales representatives. It is not our practice to train our sales agents to misrepresent themselves as utility representatives or state employees. Our agents are equipped with Mpower Energy sales IDs and attire for clear identification.
  
  As a supplier of renewable energy, our agents are passionate about educating the public on its benefits. We train our agents to fully explain that our services provide customers with renewable ********************** to replace the traditional energy they are currently receiving. To enroll in our service, customers undergo a third-party verification (TPV) phone call. During this call, we explicitly outline that we are replacing the supply portion of the bill with a fixed rate, offering renewable energy, and clearly state that we do not guarantee savings compared to the utility. Customers are required to provide personal information, including their name, address, and account numbers. Additionally, customers sign a contract that clearly outlines the fixed rate, terms, and our policy of not guaranteeing savings. This contract is branded with our logo for easy identification.
  
  Regarding your concern about the "Do Not Solicit" sign, as mentioned in our conversation, we will add your address to our internal "Do Not Knock" list to avoid further escalation. We will also be investigating the agents who visited your home to take appropriate disciplinary measures, which could range from retraining to termination of employment.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  Kind regards,

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bill has been exceptionally high since switching to Mpower energy. So high in fact that we requested to be placed on the budget plan for the power company here that mpower leeches off of. With the budget plan in place, our bill has been over the threshhold that the budget plan guarantees and it's because of this sham of a company. The fixed rate is laughable in comparison to the local fluctuating rates and the way they got us to sign up was super shady. Knocking on a door and claiming to be with our electric company and offering "a really great opportunity" to current customers and then changing our billing and causing our electric bill to climb to upwards of 600$ is so completely dishonest and unethical and you should be absolutely ashamed.

  Business Response

  Date: 07/29/2024

  Dear ****,
  
  I hope this message finds you well. We want to extend our sincerest apologies for any inconvenience or confusion you might have encountered with our service. Your satisfaction and peace of mind are of utmost importance to us, and we are deeply concerned that our service did not meet your expectations.
  
  As a supplier of premium 100% renewable energy, we do not offer budget plans or guarantee savings compared to your utility. Our agents are trained to fully explain the nature of our services.
  
  Before enrolling in our service, all potential customers must complete a third-party verification (***) phone call to ensure their enrollment with Mpower is not due to confusion or deception. During this call, the verifier explicitly states that Mpower is not affiliated with the utility company, that enrollment is voluntary, that Mpower is replacing the supply portion of the bill with a fixed rate for a 12 month period, and provides the specific fixed rate. Our sales agreement specifies the nature of the variable rate that follows. We also mention that we supply 100% renewable energy and expressly state that we do not guarantee savings compared to the utility. Customers are required to confirm their understanding of all these points, or their account is not enrolled with Mpower. Customers must also provide personal information, including their name, address, and account numbers.
  
  In addition to the *** call, customers sign a written contract that clearly outlines the rate, terms and conditions, and our policy of not guaranteeing savings. The contract is branded with our logo for easy identification.
  
  We want to clarify that our company is committed to providing genuine and valuable services to our customers in the form of 100% renewable **********************, which is more costly than traditional energy. It is disheartening to learn that your experience did not align with the standards we strive to maintain.
  
  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We have successfully canceled your account. Your cancellation confirmation number is *******. Additionally, to avoid any further issues, we have added you to our Do Not Contact list.
  
  Once again, we apologize for any inconvenience or frustration this situation has caused you.
  
  Kind regards,