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:01/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Duke Energy informed me sometime in June that my supplier for electricity had been changed to Mpower. As of writing for the last two months, I have been charged $200 a month on top of my bill for renewable energy. I never opted to make this change or to be charged for renewable energy. The Duke rep I spoke with said MPower suddenly changed their rate in November without my knowledge, completely ruining my financial goals for the holiday season. to me, this seemed like price gouging. Please MPower remove me from your system entirely. A price gouging complaint is also being filed with FTC.

  Business Response

  Date: 03/07/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. At this time, we can confirm that your accounts are no longer active with Mpower Energy.

  
  We're happy to hear that our customer service representative was able to clarify that your enrollment was completed by you in a compliant fashion in May of 2022. Additionally, upon further investigation based on your claims, we confirmed that multiple attempts were made to reach you via telephone to alert you that your fixed contract rate was set to expire. Unfortunately, none of the attempts made were successful.
  

  
  

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I spoke with Duke Energy regarding the matter and they informed that my request to end the service was initiated in June 2022 but Mpower never finalized it. I was never contacted by mail or phone about a rate increase.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding MPower Energy LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/25/2023

  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.

  On 1/24/23 two females approached me at my place of residence and asked numerous questions about my energy saying Im over the amount and that ***** has reached out to get us in contact with them. They asked me to enroll but Im not switching companies. Then they told me Id get a phone call. They had me stand in front of them and they coached me through the phone call because it would be difficult.

  Business Response

  Date: 02/20/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you via telephone shortly after you filed this complaint. At your request, we have terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 came to our door in September, he was very persuasive, as well as very very persistent, promising that we are harming the environment and that they were also more cost efficient. Once we realized after sorting through hundreds of fake reviews that this was a scam company, we quickly cancelled our services with them on October 5th. In December we were notified that our energy bill was over double what it usually is. Confused as to what this was from, we checked our bill and saw that Mpower had put themselves back onto our bill. When calling to discuss this issue, we were put on hold for an hour, could not get ahold of an employee and had to call for days until getting in contact with any person. Once finally in contact with a representative, he talked us in circles explaining things that had absolutely nothing to do with what we were asking. Not only would he not refund us for the services that we already cancelled, they told us they could not cancel our services and because takes time to process cancellation. Which is a whole entire new month of energy, another 200$ that we do not want to pay, as we have told Mpower many, many times. We even had a three way call with **** and Mpower, where the representative for Mpower was not only rude to us and the woman from Duke, he was extremely unhelpful and would constantly say something and contradict it minutes later. When we would catch him doing this he would come up with yet another excuse for why he could not do something. He refused to transfer us to a manager or anyone higher up than himself, at first claiming there was nobody higher than himself. Obviously that was not true, and after pleading several more times to speak with anyone who could actually help, he assured us he would give our number to a supervisor. When promised that a supervisor would call us back, it has been five days and no call. We want our services cancelled now.

  Business Response

  Date: 04/27/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.
  
  Please be assured that we maintain a fully-staffed customer service department that is available to handle all customer calls during normal business hours. Although we also maintain a staff of after-hours customer service representatives, calls often take longer to handle since there are fewer staff members after hours. As a general matter, when we receive a call from a customer, our representatives are required to look into the customer's enrolment, which often involves listening to one or more recordings, locating the customer's contract, and speaking to other representatives. Because of privacy requirements imposed by law, we are required to verify a that a caller is the actual account holder or a person properly authorized to act on their behalf.
  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. Our agents are particularly passionate about renewable energy and attempt to tout its benefits while explaining the drawbacks of traditional energy, including its ill health effects. 
  
  We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  1/10/23 A man ring my door his evening agent representing himself as someone worked for Mpower Energy LLC asking about my gas and electric service. He began to ask me questions about what I had plugged in and how much do I use in for lights and gas. He talked at length about renewable energy. I had a representative call me and he lead me through the yes and no questions. The number was ************. I feel so stupid i fell for this scam and just want to cancel whatever i signed up for. It's 3:51 AM as this thing kept me up all night. Please help me get out of this scam.

  Business Response

  Date: 03/07/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We can confirm your accounts were never active with Mpower Energy. 

  
  We want to assure you that our company is not a scam. We are a regulated entity that operates within the guidelines set forth by the regulating commissions in your state. We take our responsibilities seriously and work hard to ensure that our customers can trust us. We thank you for providing this feedback so we can better educate our customers regarding the benefits of renewable energy.

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Similarly to other complaints here, a women came to my door and convinced me to sign up for this service. I saw my neighbor doing it and figured it would be fine. However after reading reviews and looking into it, I don't feel comfortable continuing with the service and am nervous having given out my information. The woman made me believe Im harming my neighbors, that my current utility service is overcharging me, and had me answer a phone call, on speaker, in front of him while he fed me the answers. Additionally, the misrepresented themselves at first. After reading others reviews Im nervous I wont be able to cancel without the help of the BBB and be charged exorbitant amounts of fees.

  Business Response

  Date: 02/21/2023

  We apologize for any inconvenience or confusion that arose in your interactions with our company. We are pleased that we could address the situation with you via telephone with one of our representatives after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock and do-not-call list.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your account and interactions with our sales agent. We will take appropriate measures to ensure that any errors or issues are corrected and that you receive the level of service and transparency that you expect from us.

   

  Please note that we train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner.
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  This evening around 6 pm 1/3/2023, an agent identifying himself as ******* from MPEG knocked on the door and began selling a clean energy source from MPower for my gas to replace my provider ****************** I recently signed up for a legitimate clean energy source for my electricity and thought this was the same. He also represented that the source was being switched over for the whole neighborhood and that MPower is the new provider as if I didnt have a choice. There have been several fires (heat/gas related) in my neighborhood of older homes recently and I originally agreed because I thought was that this was legitimate the city government has been sending representatives lately. I felt uncomfortable when he told me what to say to the woman on the phone to confirm the switch and he told me to say that he had left the premises when he did not leave. At one point he even reached over and muted my phone to talk to me without the representative on the phone hearing. When I asked him to clarify the new rates he could not give me a rate or answer for how I could compare the rates. I ended up saying I do not want to switch any energy sources and I did not give any payment information, but I do not authorize MPower to use my ************** account number, phone number, or address for any purpose and do not want to start an account.

  Business Response

  Date: 02/27/2023

  We apologize for any inconvenience or confusion. At this time, we can confirm that the enrollment process was not completed due to irregularities in the third-party verification call. Thus, you never enrolled with Mpower Energy. Further, at your request, we removed your information from our database and placed your phone number and address on our internal do-not-knock and do-not-call lists.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your interactions with our sales agent, including your representation that the sales agent implied that switching to MPEG as your electric supplier was mandatory, that the entire neighborhood was switching over, and that the agent remained at your premises during the third-party verification call. We will take appropriate measures to ensure that these issues are corrected and that consumers receive the level of service and transparency that they expect.
  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier in a voluntary manner - and that neither the sales agent nor Mpower Energy is affiliated with or sponsored by the utility company. As part of that process, the third-party verifier is also required to confirm that the sales agent has left the premises. If not, the call is ended and the enrollment is not processed.

• Initial Complaint

  Date:01/03/2023

  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 just signed up for this company and after seeing these complaints I no longer want to do business with this company anymore. I do not trust them at all. I'm going to cancel it asap

  Business Response

  Date: 03/02/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.

  
  Please be assured that the complaints you have seen are being thoroughly investigated and that prompt action will be taken to prevent further occurrences. We also note that the number of complaints we receive is a tiny fraction (far less than 1%) of the number of customers enrolled with our service. Despite that, we are particularly sensitive to matters of this nature and strive to avoid any complaints and to resolve them to the customer's satisfaction whenever they do occur.  

• Initial Complaint

  Date:12/21/2022

  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.

  My father in law is a strictly spanish speaking elderly person. as well as HIs children stop by as much as we can to help. On August 22,2022 He was told by MPOWER Energy that they spoke to him but when listening to recording and doing voice comparison it was not them. So after all of that the Supervisor **** ext *** was being compleatly rude atempting to hang up and got annoyed at questions being asked, Now I may not be the most likable person on the phone but at no point was I rude or even disrespectful. Yet the agent refused to pass me to supervisor the previuse ***** stated he was just transfering to another agent that speaks spanish. Yet the agent refused to pass to another supervisor other then him and refused we just want a refund for the months he never agreed on

  Business Response

  Date: 03/02/2023

  Mpower respectfully submits that the customers allegations are unfounded. First, we note that we resolved this dispute with *************************** directly. At that time, ************ agreed to accept a courtesy refund (which significantly exceeds the rate differential between Mpower and the customers utility company). Second, ************** enrollment with Mpower for electric and gas was canceled in December 2022 with the effective dates noted below. The customers erroneous belief that his accounts were not canceled is due to the transition period between the date that Mpower placed the cancellation request and the effective cancellation date - which is entirely in the utilitys control. However, we advised the customer that his accounts were placed on a guaranteed savings rate so that he would incur no costs in excess of his utility rate during the transition period. Third, ************ personally enrolled his electric and gas accounts with Mpower by executing a written contract and completing a TPV and a Sales Verification Call on the same date. Notably, those calls were completed with the same telephone number identified in the complaint filed on behalf of ************; and were completed in ************** voice.  

  
  Despite the foregoing, a woman named *******, who represented herself as ************** daughter, later insisted that ************ did not enroll with Mpower, that he would not accept the refund, and that we are required to refund the entire amount billed to ************ (including the utility delivery charges). ******* contacted Mpower repeatedly and was abusive to our customer service representatives. Further, ******* refused to allow our customer service representatives to explain anything. Further, the customer also demanded that the refund be sent directly to ************** utility company, Central ******, which does not accept and/or process such refunds. Thus, the refund amount was mailed directly to the customer.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion, or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service 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 October 5, 2022, a sales person came to my door was told that MPower distribution service is cheaper than Pepco (.08per kwh for Pepco), fast forward to my first bill (Nov. 2nd) which should not have even been produced because I cancelled before the 30 day window (was told that as well on the phone during the confirmation call) after I saw all of the complaints on NextDoor app , my bill doubled! They are charging .22 cents per kwh for DC residents. I have called about five different times trying to resolve this. The customer service is nightmare, they gaslight you and more, on top of that they refuse to give me a manager's number, the number they did provide is the same guy I talked to for the past five times who claims "everything is in the contract", well no contract was provided (who even think that you would need one for electricity). My December **** has a charge from them as well. They are scamming DC residents.

  Business Response

  Date: 03/20/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list. We appreciate your interest in renewable energy and hope you decide to go green in the future.

  
  We want to assure you that our company is not a scam. We are a regulated entity that operates within the guidelines set forth by the regulating commissions in your state. We take our responsibilities seriously and work hard to ensure that our customers can trust **. Additionally, we'd like to clarify the recission period you agreed to during the confirmation call lasts 3 days, not 30. We apologize for the misunderstanding.

  
  Regarding your customer service experience, please note that our records reflect that several attempts to reach you were made by our department manager, unfortunately without any luck.

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion or mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Good Afternoon, hope all is well,
  
  They offered a rebate check, however my bill is past due in the amount of $300, I would like them to settle the bill directly with Pepco.
  
  Thank you

  
  

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 05/09/2023

  Thank you for reaching out to us. We are pleased that we could address the situation with you by telephone with one of our representatives. As discussed, the past-due charges you referenced in your response were incurred with your prior supplier and were not charged by Mpower Energy. Despite this, Mpower offered you a courtesy refund which will be sent to you directly, as we cannot process direct refunds to your Pepco account per their rules and regulations.

  
  Please allow up to 3 weeks to receive your courtesy credit and as always, feel free to reach out to ** with any outstanding questions or concerns

• Initial Complaint

  Date:11/28/2022

  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 door-to door saleswoman from this company broke into my building, came to my door and asked to see my bills to make sure I was not paying extra for my electric bill. Upon taking down my account number and information from my bill, she told me Id be signed up for cleaner electricity. And that my electric bill would be lower. She then deceived me into signing up and forced me to answer a phone call with an impossible-to-understand thick accent I couldnt understand in front of them while having me put the phone on speaker and telling me how to respond each question. I felt extremely uncomfortable throughout the interaction and was afraid of what might happen if I said no since I live alone, I felt unsafe. I have since tried to cancel with the company and even though they have my info, theyve made it difficult for me to finalize the cancellation process, by requesting information about my profile which they already have. Is there a way you can please help me resolve this cancellation, and have my information taken off their database? While opting out of being approached by them ever again? Id like to rescind any agreement to receive any service from Mpower Energy LLC, or do any business with them.

  Business Response

  Date: 02/22/2023

  We apologize for any inconvenience or confusion. We are pleased that we could address the situation with you by telephone shortly after you filed this complaint. At your request, we terminated your enrollment, removed your information from our database, and placed your address on our internal do-not-knock list.

  
  As a regulated entity, we strive to provide our customers with the highest level of service and transparency. To address the issues raised in your complaint, we have launched an internal investigation to review the details of your account and interactions with our sales agent, including your representation that the sales agent remained at your premises during the third-party verification call. We will take appropriate measures to ensure that any errors or issues are corrected and that consumers receive the level of service and transparency that they expect from us.
  

  
  We train our agents to fully explain the nature of our services, which are to provide customers with renewable energy to replace the traditional energy they are currently receiving. We rely on multiple levels of redundancy in the rare event the agent does not adequately explain the nature of our services. Promptly after each enrollment, the customer is contacted by a third-party verifier who asks some 17 questions designed to ensure that the customer fully understands the nature of the enrollment and our services and to ensure that the enrollment is not the result of confusion, mistake. For example, in order for the enrollment to be valid, the customer is required to confirm their understanding that they are enrolling with Mpower Energy as their new supplier.