Business Profile

Energy Service Company

Dynegy Energy Services

Headquarters

Complaints

This profile includes complaints for Dynegy Energy Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

50 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/17/2024
Type:Customer Service 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.
Dynegy Energy Services refuses to cancel our services. I have called and spoke with customer service representatives 3 times in the last 45 days. They keep telling me that they will be emailing me information; however, they never do and they never cancel the service.
Business Response
Date: 09/27/2024
September 27, 2024

Via E-mail to *****************************************************************************

Dispute Resolution Department
BBB Serving *******************
******************************************

Re: ********* ************* Case ID: ********

This letter is in response to the complaint filed by ********* *************, on behalf of ****************************** on September 18, 2024, regarding Dynegy. In the complaint, Ms. ************* asserts concerns regarding the cancellation of electric service.

****************************** is a commercial customer that appointed ********************** Link as their broker. Dynegy records show that ****** ***, authorized agent for ****************************, entered into a fixed rate contract with Dynegy Energy on September 26, 2023 through December 2024.

It is worth noting that Dynegy has no record of customer service calls to cancel ********************. However, Dynegy records indicate that on August 16, 2024, the customers broker, ********************** Link, sent email correspondence to Dynegy inquiring about the terms of ******************************* contract. Records show that Dynegy responded to Energy Link providing the requested information.

Upon receiving this complaint, broker Energy Link spoke with Ms. ************* on September 20, 2024. As a result of the contact Ms. ************* decided against cancelling the commercial account stating that she wanted to continue electric services with Dynegy. Additionally,Ms. ************* inquired about renewal products, as the current contract term will expire on December 31, 2024.
Dynegy records can confirm that **********************************'s electric services remains active.

A Dynegy representative contacted Ms. ************* to provide the above information, however she could not be reached, and a message option was unavailable. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ************************************************************************.

Sincerely,

********* ********************* Specialist
Customer Advocacy ********************

Customer Answer
Date: 10/01/2024
Hello,
I was finally contacted by Dynegy and the issue is now resolved.
Customer Answer
Date: 10/01/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:09/11/2024
Type:Billing 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 energy service is through Duke Energy. Every year this company sends out an opt out letter for Dynegy around April. I have received my letter to call and opt out. I opted out by 4/18/24. I was unaware that Dynegy was charging me for May, June , July and august until I looked at my detailed bill. I have opted out twice and still being charged for a service that Im not receiving from them. These unknown charges and fees is unfair for me because I did my part in calling to opt out the first and second time. This place is not even based locally in ********** but charging me for energy. I have a bill for September from Duke energy including $60 of fees from dynegy. I had to be out on a payment plan because my bill randomly skyrocketed. I dont have the extra money to keep paying this random company. I have contacted both Duke energy and Dynegy for a billing adjustment and they didnt respond to well to that . Stating I have to call dyngey for that but I pay my bill through Duke. I am also going to post my bill one month before they added them on to show you the random fees for a service that only **** been providing.
Business Response
Date: 09/23/2024
September 23, 2024

Via E-mail to *****************************************************************************

Dispute Resolution Department
BBB Serving *******************
******************************************

Re: ******* ****** - Case ID ********

Dear BBB representative:

*************************** is a resident of the ****************** at the address of **************************************. The City of ********** has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The utility provided the customers account number to ********************** as an eligible resident to be included in the city of ********** opt-out electric municipal aggregation program. Ohio law allows municipal aggregation, and the customer can learn more about it at *****************************************************************************************************************************************;

Ms. ****** was mailed an opt out letter dated March *******, for the City of Cincinnati Municipal Aggregation Program naming Dynegy as the selected electric supplier for the community. The letter provided a notice to mail back and a telephone number to call no later than April 4, 2024, to opt out of the program. Additionally, a copy of the terms of service agreement was mailed with the opt-out letter.

Dynegy records reflect that on March 17, 2024, Ms.****** contacted customer care to opt out of the municipal aggregation ********** a result of the call, an opt out was immediately submitted, however the agent processed the request incorrectly and the request was not effectuated. Due to this agent error, an enrollment was submitted and accepted by the utility with an effective date of May 8, 2024. Dynegy regrets any inconvenience Ms. ****** may have experienced.

On August 12, 2024, Ms. ****** contacted Dynegy customer care and requested to cancel her electric account. The request was immediately submitted for processing and the utility has since confirmed a service end date of September 9, 2024.

Dynegy records confirm Ms. ****** experienced savings for her 4 billing cycles of service with Dynegy as the aggregation rate is $0.0719 per kWh, compared to the ***** rate of $0.0801 per kWh.

Dynegy recommends that Ms. ****** completes and submits the do not aggregate form to **** to ensure she is not added to any municipal aggregation programs in the future. For more information, please visit *************************************************************************************.

A Dynegy representative contacted Ms. ****** to provide the above information, however she has not been reached. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ************************************************************************.

Sincerely,

***** *****
Customer Care Specialist II
Customer ****************
Customer Answer
Date: 09/23/2024
I am rejecting this response because: the energy company admitted that their employee incorrectly did my paperwork after I opted out in a timely manner per their records have stated. I would like to receive a refund for the money charged to my account due to their employees mistake.
Business Response
Date: 09/30/2024
September 30, 2024

Via E-mail to *****************************************************************************

Dispute Resolution Department
BBB Serving *******************
******************************************

Re: ******* ****** - Case ID ********

Dear BBB representative:

This letter is in response to the rebuttal filed by ******* ****** on September 23, 2024, regarding Dynegy Energy. In the complaint, Ms. ****** rejects the previous response. Ms. ****** wants a refund on the supply charges.

As previously mentioned, Dynegy records confirm ********* experienced savings thereby paying $31.22 less over the course of four billing cycles. Please refer to the screenshot below for further details. A refund is not warranted as the account was appropriately billed for consumption.

A Dynegy representative contacted Ms. ****** to provide the above information, however she has not been reached. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ************************************************************************.

Sincerely,

***** *****
Customer Care Specialist II
Customer ****************
Customer Answer
Date: 10/07/2024
I am rejecting this response because: I didnt have anything when this company was added to my bill. My new bill from Duke with the third party charges are included my new bill is about $280 and had to be put on installment plans just to help pay for the charges I received by this third party company after I already opted out. With this third party being added to my bill I didnt save a dime to begin with. This company dont even have an office in ********** but charging me a fee for an invisible person to check my meter and they havent. My bill literally went up due to their EMPLOYEE NOT OPTING ME OUT CORRECTLY FOR THEN TO NOT CHARGE ME. I WANT MY MONEY BACK THAT I SPENT PAYING FOR ENERGY THAT WAS SUPPLIES FROM DUKE AND NOT SOME RANDOM A** SCAMMING THIRD PARTY COMPANY. I DID WHAT I NEEDED TO DO WHICH WAS OPT OUT. NOW THEY ARE KEEPING MY MONEY STATING THEY SAVED ME MONEY NO THEY COST ME MORE THAN NORMAL AND I WOULD LIKE I REFUND FOR THE AMOUNT TAKEN EACH MONTH DUE TO THE COMPANY AdmittinG IT WAS THEIR EMPLOYEE FAULT THAT I WAS STILL BEING CHARGED. I would like the name and time of the person who attempted to contact me as well because I didnt get a call from anyone.
Customer Answer
Date: 10/07/2024
This is proof that my bill went up tremendously and they havent saved me money like they claimed.
Business Response
Date: 10/14/2024
As previously mentioned,Dynegy records confirm Ms. ****** experienced savings thereby paying $31.22 less over the course of four billing cycles. Please refer to the screenshot on the Rebuttal Response and attach account analysis. A refund is not warranted as the account was appropriately billed for consumption and she experience savings.
Initial Complaint
Date:08/23/2024
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.
Dynegy teamed up with The City ************** and we OPT out of their services March 22nd and they have added to my ************* bill for the last 3 months without my authorization. I have tried to resolve this with Dynegy talking to **************** ******* and billing manager ******* and was told there is nothing they can do and will not be giving me a refund. I see they are doing this to numerous people and this is not right.
Business Response
Date: 09/05/2024
September 5, 2024

Dynegy has reviewed complaint number ******** from ***********************************.

Following are our findings:

*********************************** is a resident of the City of ********* at the address of **************************************. The City of ********* has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The utility provided the customers account number to ********************** as an eligible resident to be included in the city of ********* opt-out electric municipal aggregation program. Ohio law allows municipal aggregation, and the customer can learn more about it at *****************************************************************************************************************************************;

**************** was mailed an opt out letter dated February 23, 2024, for the City of Fairfield Municipal Aggregation Program naming Dynegy as the selected electric supplier for the community. The letter provided a notice to mail back and a telephone number to call no later than March 15, 2024,to opt out of the program. Additionally, a copy of the terms of service agreement was mailed with the opt-out letter.

Dynegy records reflect that on March 14, 2024, *****************,wife of ***********************************, contacted customer care to opt out of the municipal aggregation program. As a result of the call, an opt out was immediately submitted, however the agent processed the request incorrectly and the request was not effectuated. Due to this agent error, an enrollment was submitted and accepted by the utility with an effective date of April 25, 2024. Dynegy regrets any inconvenience **************** may have experienced.

On August 2, 2024, Dynegy records show a drop request for **************************** was received from the utility with an effective end date of August 23, 2024.

On August 5, 2024, **************** called Dynegy customer care regarding his electric invoice alleging he was overbilled. His request was escalated for further review. A Dynegy representative contacted **************** reviewing the bill and explaining that he experienced savings during the three billing cycles of service with Dynegy as the aggregation rate is $0.06170 per kWh.

Dynegy records confirm services have been inactive and returned to the utility as of August 23, 2024.

A Dynegy representative spoke with **************** and provided the above information. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ****************************************** .

Sincerely,
***********************
Customer Care Specialist II
Customer ****************
Initial Complaint
Date:08/20/2024
Type:Billing 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 had set up electrical service, knowingly and by my own volition, with the National Grid (a competing supplier). I recently moved out of my apartment so I had contacted them about ending my service for the end of July. I receive my final bill and energy/kW-h usage had gone up from June to July. Which can be expected given the weather/higher tempatures, but this bill was exorbitantly high, nearly $850 for 32 days of service in a single apartment within a multi family home.I contact my supplier to help me understand the cost and come to find out, that a separate supplier, Dynegy was charging me for the ***************** of the same energy/kW-h usage. Dynegy had set up an account/service under my name without my knowledge or consent and had been billing me for electric *****************, on top of the rate I had knowingly set up through National Grid. Dynegy set up an agreement with the former town I lived in to have pre-negotiated rates for electrical service. Dynegy claimed, without burden of proof, that they had sent a flyer or some sort of spam oriented mail that any resident that doesn't explicitly reply to opt-out of their service, would have an account registered automatically in their name. I had never heard of Dynegy until yesterday when the billing issue came to my attention. I also never received any written, electronic, or other notification that a service had been turned on, and I most certainly did not give any consent for them to service my address.I have contacted the Department of **************** already regarding my grave concerns regarding ****************************** business practices. Prior to contacting any legal representation, I would define their business practice of enlisting customers without their knowledge or consent as extremely unethical.
Business Response
Date: 08/28/2024
********************************
August 28, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: *************************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by *************************** on August 21, 2024, regarding Dynegy Energy. In the complaint, **************** asserts concerns regarding the enrollment of his electric account.
*************************** is the resident of record with The ************** at the address of ********************************. The City of ****** has a ********************* Aggregation Program and selected Dynegy as the electric supplier for the period June 2024 through December 2027. The utility provided the customers account number to ********************** as an eligible resident to be included in the ********************* Aggregation Program in 2024.
On April 10, 2024, **************** was mailed an Opt Out Notification making him aware of the selection of Dynegy, the price of electricity, and other informational material. He was made aware that the opt-out must be received by Dynegy no later than May 13, 2024. The letter also included the options to opt out by mail or phone call.
Dynegy did not receive notice that **************** wanted to opt out of this program before May 13, 2024; therefore, an enrollment was appropriately processed on May 22, 2024, and accepted by the utility, National Grid, with a start date of June 24, 2024.
On July 31, 2024, Dynegy received an inbound customer drop transaction from National Grid with an effective date of July 31, 2024. **************** experienced savings for his two billing cycles of service with Dynegy as the aggregation rate is $0.13758 per kWh, compared to the National Grid rate of $0.18213 per kWh.
Dynegy can confirm **************** was billed solely for the supply segment from June 24, 2024, to July 31, 2024, amounting to $368.30 for that period.
A Dynegy representative contacted **************** to provide the above information. Based on our investigation, Dynegy concludes that the enrollment is valid, and the account billed in accordance with the terms and conditions agreed to. We trust this information will assist you in closing this inquiry. If you have any questions, please do not hesitate to contact me by email at ******************************************.
Thank you,
*********************
Customer Care Specialist III
Customer Advocacy ********************
Initial Complaint
Date:07/19/2024
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.
i signed up for their service and my bill doubled i would like them to stop and return me to first energy
Business Response
Date: 07/26/2024
********************************
July 26, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ***************************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ***************************** on behalf of ******************************* on July 19,
2024, regarding Dynegy Energy. In the complaint, ****************** asserts concerns regarding his high bill and would
like to be back with his utility.
To provide a bit of background, records indicate that ******************* went online and subscribed to Dynegy
Energys 6-month fixed plan at a rate of $0.0579 per kWh on July 15, 2023. Following enrollment, Dynegy sent
a welcome package via email and postal mail, detailing the terms and conditions of the chosen rate plan.
On December 19, 2023, Dynegy sent ******************* a renewal notice advising that her fixed rate term was
coming to an end on or around February 9, 2024. The notice provided Dynegys contact information should
******************* have any interest in learning about other available products or did not wish for her account to be
automatically renewed. Dynegy can confirm there are no records of ******************* reaching out to discuss
renewal options and per the notice, her electric account transitioned to Dynegys month-to-month variable
plan with no further action required.
Upon receipt of this complaint, Dynegy sent a drop request transaction. ************************* accepted the drop
transaction with an effective date of August 9, 2024.
A Dynegy representative contacted Mr. ***** ******************* to provide the above information, however they have
not been reached. Based on our investigation, Dynegy concludes that the enrollment is valid, and the account
billed in accordance with the terms and conditions agreed to. We trust this information will assist you in
closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at
******************************************.
*********************
Customer Care Specialist II
Customer Advocacy ********************
Customer Answer
Date: 07/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/01/2024
Type:Billing 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.
************ unilaterally removed me from the City of Cincinnati aggregation program in the summer of 2022, thereby raising my electric rate per kilowatt hour to the current ***** cents, when it should be currently 9 cents per hour. The City aggregation rate was 5.03 cents through May 2023; then ***** cents to May 2024. From August 2022 to May 2024, Duke/Dynegy charged us ***** cents/kwh. Even when a new City of Cincinnati notice to opt out was issued in 2024 with a new contract with Dynegy, Duke/Dynegy did not abide by the City of Cincinnati contract and did not automatically place me in the money-saving aggregation program as its City contract requires. My address and my home are in the City limits and have been since the house was built in the 1960's--complete with City taxes, voting rights, CPS school attendance, etc. I called both Duke and ******* about this issue as I had been in the City aggregation program since it began and I never opted out. At my request today, ******* restored me to the City of Cincinnati aggregation program (after nearly 2 years), but would not make it retroactive back to 2022. However, I have nothing in writing to confirm that restoration. Dynergy is "investigating" my refund request (estimated roughly by me at over $ *****). **** said the issue was with *******, that it could not help. I am concerned that other consumers also may have the same problem with the ************ systems.
Business Response
Date: 07/18/2024
Dynegy has reviewed complaint from *********************.
Research has determined that ****************** enrolled with Duke Energy Retail, a *************************** Supplier (CRES) on June 30, 2010, by completing an online enrollment transaction via Duke Energy Retails website. Please see Attachment ************ Energy Retails records indicate that ****************** began service on July 16, 2010.
In 2015, Dynegy Energy purchased some commercial generation assets from Duke Energy, as well as their residential retail supply business in the *******. This purchase was effective April 1, 2015. Dynegy Energy would not have the original enrollment because she would have enrolled with Duke Energys Retail business; however, ****************** was mailed a letter advising her of the name change to Dynegy. Please see Attachment B for a sample of the letter mailed to all Duke Energy Retail customers. The actual sent date was in 2015 as FERC delayed the acquisition until April of 2015.
****************** was sent renewal notices in 2016, 2017, 2018, 2019, 2020, 2021 and most recent June of 2022. Please see Attachment ** Her account continued each year under these contracts.
On July 1, 2024, Dynegy records reflect that ****************** called customer care regarding her current rate. During this call, ****************** requested to opt-in to the City of Cincinnati aggregation program, however, ****************** did not successfully complete the telephonic enrollment requirement proscribed by OAC ***. 4901:1-21-06(D)(2)(a). Dynegy customer care has made several attempts to reach ****************** to complete the verification and resubmit the enrollment but has been unsuccessful.
Upon receipt of this complaint, a Dynegy representative has made several attempts to contact ****************** to provide the information above and assist with enrolling her electric account into the municipal aggregation program. It is imperative that ****************** contact me at ************ if she wishes to authorize enrollment in the City of Cincinnati aggregation program and receive the associated Cincinnati aggregation rate. In the meantime, ****************** will remain on her current month-to-month variable rate contract unless she selects another CRES or returns to utility service.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ******************************************.
***********************
Customer Care Specialist II
Customer Advocacy ********************
Customer Answer
Date: 07/29/2024
Dear BBB:
My complaint is based on the fact that in 2011, the voters in ********** approved an automatic opt in aggregation program. Dynegy's response wholly fails to address the City of ********** aggregation program even though Dynegy is and has been part of that program.
Once implemented in 2014, under the aggregation program consumers like me were not bound by any prior option for electric supplier. If we did nothing, we were to automatically be part of the **********-Dynegy agreement which provided for lower rates than those offered to individual consumers. So the documents sent to BBB by Dynegy are irrelevant to this issue. Dynegy has provided NO documents showing that I ever asked to opt out of the ********** aggregation program.
Dynegy is incorrect in saying that I have not cooperated. I have called them multiple times, spent hours on the phone with them. I have a Dynegy letter of July 2, ************************************ the ********** electric aggregation program, but then they called a week later to say their staffer did something wrong and so want me to agree that I was newly asking for conversion to the ********** aggregation program, which I will not do as I was never supposed to be removed from it. (Dynegy tapes the calls). In a later call, a different staffer said that the Dynegy employee entered the gas service choice id and not the electric service id (I had given the original staff person both id numbers, what she did with it I do not know). That was corrected at that time according to the Dynegy staff person.
I am still awaiting a corrected bill for the last 2 years and a calculation of the amounts owed. I am a City of ********** residential consumer and have been since 1986 in the same location. I am automatically entitled to the Dynegy-City of ********** negotiated aggregation rates. What Dynegy has told you is simply nor relevant and avoids the basic issues.

Thank you for your help.

Customer Answer
Date: 07/29/2024
The various documents from Dynegy and the City of Cincinnati's website confirm that I should be in the aggegation program automatically. I need not go through any process with Dynegy to be in this program and need not opt in. Under the voter's referendum dating back to 2011, I am legally in the aggregation program unless I take affirmative action to opt out. Dynegy has no "opt out" request from me (none exists) on file and has provided none to the BBB.

Customer Answer
Date: 07/29/2024
On July 17, 2024 I received a letter from H3137**3837**38**3836H dated July 5, 2024 that said it could not proceed with my enrollment request for the City of Cincinnati aggregation rate because of "A91 - *************** (Commodity)". I immediately called the number provided, ************. I talked with a helpful employee who gave his name as "*****." He assigned Case # **J477J. He said that the "A91 - *************** (Commodity)" referred to the fact that someone at H3137**3837**38**3836H had erred and tried to process my request for electric aggregation using a gas aggregation choice service id, rather than the electric choice service id. (I had initially provided both numbers to the H3137**3837**38**3836H call center on July 1, 2024 at their request).
When, on July 17, 2024, ***** at H3137**3837**38**3836H tried to move change me to the City rate, he told me the computer system would not allow it. So, he said he had to create the case number. I renewed with ***** my request for a refund of the overcharges since the summer of 2022 and he said that my refund request would "go up" with my case number.
The information BBB provided me is dated July 18, 2024, the day AFTER I received the H3137**3837**38**3836H July 5, 2024 letter and the day after I called and contacted ***** at H3137**3837**38**3836H and he created a Case number. I have not yet been contacted by H3137**3837**38**3836H about that Case number. As you can see, I have called H3137**3837**38**3836H, I have cooperated with them, and I have an open claim.
I request that you please assist me with this billing/computer problem that is resulting in H3137**3837**38**3836H overcharging me for electricity in violation of its contractual agreements with the City of Cincinnati.
Thank you,
*********************
Initial Complaint
Date:06/22/2024
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.
I received a letter from Dynegy that says I am participating in the Clark *************** Aggregation program scheduled to continue through 11/30/2025. I never received any prior notification or option to opt out and I dont live in ************. When I called the company I spoke with ****** confirmation number MG0612497 on 6/19 at 8:10am. I explained I didnt authorize enrollment and wanted to be un enrolled. I also explained due to me not living in ************ I felt it was a scam because the information was not accurate and she was requesting more personal information. I requested to speak with a supervisor and was told one would call me back in 24 to 48 hours to which I never received a call. How does the county I dont live in have authority to enroll me in a program and why will the company not unenroll me without me compromising my personal information.
Business Response
Date: 07/05/2024
********************************
July 5, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ***************************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ***************************** on June 24, 2024, regarding Dynegy
Energy. In the complaint, ******************** asserts concerns regarding the opt-out process.
Dynegy records reflect that ***************************** appeared on the Ohio ******s aggregation file in 2023 as a
resident of ************ for the service address of ********************************************. ************
has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier.
On March 3, 2023, ******************** was mailed an opt-out notification making her aware of the selection of
Dynegy, the price of electricity, and other informational material. She was made aware that the opt-out must
be received by Dynegy no later than April 7, 2023. The letter also included the options to opt out by mail or
phone call.
When Dynegy did not get a response from ********************, an enrollment was processed on April 10, 2023,
with an effective date of May 19, 2023.
Upon the receipt of complaint, Dynegy sent a drop request. Ohio ****** accepted the drop transaction with
an effective date of July 18, 2024. ********************* has been billed appropriately as she did not opt out of the
electricity aggregation program, therefore, the account does not warrant a refund.
As each future municipal aggregation agreement must receive its own opt out from the customer, **********************
recommends that ******************** completes and submits the do not aggregate form to PUCO to ensure she is
not added to any municipal aggregation programs in the future. For more information, please visit
*************************************************************************************.
A Dynegy representative called ******************** and provided the information above. We trust this information
will assist you in closing this inquiry. If you have any questions, please do not hesitate to contact me by email
at ******************************************.
Sincerely,
*********************
Customer Care Specialist
Customer Advocacy ********************
Initial Complaint
Date:06/09/2024
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.
I was added to the program and I called to opt out and still was added,please remove this off my bill immediately This is against the law.
Business Response
Date: 06/20/2024
June 20, 2024

Via E-mail to **********************************************

Dispute Resolution Department
BBB Serving *******************
******************************************

Dynegy has reviewed complaint number ******** from ***********************.

Following are our findings:

*********************** is a resident of the city of ********** at the address of ********************************************************************************. The city of ********** has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The city of ********** provided the customers account number to ********************** as an eligible resident to be included in the city of ********** opt-out electric municipal aggregation program. Ohio law allows municipal aggregation,and the customer can learn more about it at *****************************************************************************************************************************************;

**************** was mailed an opt out letter March 2024, for the City of Cincinnati Municipal Aggregation Program naming Dynegy as the selected electric supplier for the community. The letter provided a notice to mail back and a telephone number to call no later than April 4, 2024, to opt out of the program. Additionally, a copy of the terms of service agreement was mailed with the opt-out letter. See Attachment A.

Dynegy records reflect that on June 9, 2024, **************** contacted customer care to opt out of the municipal aggregation program. As per ****************** request, Dynegy Energy immediately submitted a cancellation request to the utility and has confirmed a service end date of July 5, 2024. Dynegy regrets any inconvenience **************** may have experienced.

**************** may visit ************************************************************************************ should she wish to permanently opt out of all electric aggregations.

We trust this information will assist you in closing this inquiry. If you have any questions,please do not hesitate to email me at *******************************************

Sincerely,

***********************
Customer Care Specialist II
Customer Advocacy ********************
Initial Complaint
Date:02/28/2024
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.
I do not want there service at all I don't understand why I have to call every 3 to 6 month to opt of there service they automatically enrolled me 2 years about for about 6 months and I had no clue I just want them to stop contacting me and stop trying to enroll me in there c*** service
Business Response
Date: 03/14/2024
Dear BBB,

Dynegy has completed its investigation into Complaint # ******** from ***************************** and has documented the findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.

Following are our findings:

Our records show that ***************************** is the customer of record at the address of *************************************************************************************************. Hanover Township has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. Hanover Township provided the customers account number to ********************** as an eligible account to be included in the Hanover Township opt-out electric municipal aggregation program.

Aggregation is an opportunity for municipalities and counties to negotiate competitive electric supply rates and provide budget stability for their residents and small businesses.
First, residents must vote to give their local government officials the ability to negotiate electric prices for their community. Once a referendum is passed, municipalities are able to aggregate and elected officials can work with alternative energy suppliers to negotiate competitive electric prices.
As an added note, **** law allows municipal aggregation, and the customer can learn more about it at ***********************************************************************************************************************************.

**** customers are mailed Opt Out Letters prior to enrollment making them aware of the selection of Dynegy as the supplier for Hanover Township Municipal Aggregation Program, the price of electricity, and other informational material. The letters provide a notice to mail back and a telephone number to call to opt out of the program.

****************** was mailed an opt out letter on August 14, 2023,for Hanover Township Municipal Aggregation Program naming Dynegy as the selected electric supplier for the community. The letter provided a notice to mail back and a telephone number to call no later than September 5, 2023, to opt out of the program.

Additionally, ****************** would have also received a confirmation letter from his Utility, Duke Energy, confirming enrollment with Dynegy supply. This would have been another opportunity to opt out of the municipal aggregation program.

Since ****************** did not opt out of the Hanover Township Municipal Aggregation Program his account was appropriately enrolled with Dynegy on September 7, 2023, with an effective date of September 28, 2023.

Dynegy received a drop transaction from Duke Energy on 9/8/2023 with an effective date of September 27, 2023.

February 9, 2024, another opt out letter was mailed to ******************,with an opt out date of March 1, 2024. ****************** called Dynegy on 2/28/2024 and opted out of the aggregation program.

Upon receipt of this complaint Dynegy placed a permanent opt out flag on Mr. ******** account and removed his information from further aggregation offers from Dynegy.

Please let us know if you have any additional questions.

*******************************
Customer Advocacy ********************
**********************
************
Initial Complaint
Date:02/16/2024
Type:Billing 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 opted out of Dynegy services and saw that they have been charging me for months!!! My husband just pays the bills without looking at them and I saw it this time. Dynegy practices are PREDATORY! Contacted Duke who is the only company I entered an agreement with, customer service gave me the run around and I never got a call back from a supervisor.
Business Response
Date: 02/23/2024
Dear BBB, Dynegy has completed its investigation into Complaint # ******** from ************************* and has documented the findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention. Following are our findings: Our records show that ************************* is the customer of record at the address of ***********************************************************************. Fairfield Township has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. Fairfield Township provided the customers account number to ********************** as an eligible account to be included in the Fairfield Township opt-out electric municipal aggregation program. Aggregation is an opportunity for municipalities and counties to negotiate competitive electric supply rates and provide budget stability for their residents and small businesses. First, residents must vote to give their local government officials the ability to negotiate electric prices for their community. Once a referendum is passed, municipalities are able to aggregate and elected officials can work with alternative energy suppliers to negotiate competitive electric prices. As an added note, **** law allows municipal aggregation, and the customer can learn more about it at ****************************************************************************************************************************************; On March 17, 2023, **************** was mailed an opt out letter making her aware of the selection of Dynegy as the supplier for Fairfield Township Municipal Aggregation Program, the price of electricity, and other informational material. The letter provided a notice to mail back and a telephone number to call no later than April 7, 2023, to opt out of the program. Records reflect that **************** did not notify Dynegy, nor was the opt out card received stating that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to her Utility, Duke Energy, on April 10, 2023, with an effective date of May 09, 2023. Additionally, **************** would have also received a confirmation letter from her Utility, Duke Energy, confirming enrollment with Dynegy supply. This would have been another opportunity to opt out of the municipal aggregation program. Upon receipt of this complaint Dynegy processed a drop transaction for Ms. ******* account to be returned to her Utility, Duke Energy, which was accepted and assigned an effective date of March 08, 2024. We trust this information will assist you in closing this inquiry. If you have any questions, please do not hesitate to contact me by email at ******************************************* Please let us know if you have any additional questions. ******************************* Customer Advocacy ******************** ********************** ************

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