Complaints

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

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  Dynegy Energy Services

  6555 Sierra Dr Irving, TX 75039-2479

  
• 

  Dynegy Inc.

  312 Walnut St Ste 1500 Cincinnati, OH 45202-0023

• 

  Dynegy Energy Services

  312 Walnut St Ste 1500 Cincinnati, OH 45202-0023

  
• 

  Dynegy

  1211 W 22nd St Ste 804 Oak Brook, IL 60523-3221

• 

  Dynegy, Inc

  1500 Eastport Plaza Dr Collinsville, IL 62234-6135

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:05/03/2023

  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.

  Ive been being charged by this coming coming close to a year when I opted out of the services. Im a single parent and these charges are ridiculous adding on hundreds of dollars to individuals bills. With my bills being set up on auto pay I didnt even notice the charges. I would like a full refund for both of my accounts. I opted out and was still charged these ridiculous rates on top of the regular file energy rates. This is a rip off to the consumers.

  Business Response

  Date: 05/17/2023

  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 Garys Home of Helping Hands is the customer of record at the address of ************************ 1 Fl. 1 and ***** Home of Helping Hands II is the customer of record at the address of *************************. Both are located in the ******************. The ****************** has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The ****************** provided the customers account numbers to ********************** as eligible accounts to be included in the ****************** 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 28, 2022, both premises were mailed an opt out letter making them aware of the selection of Dynegy as the supplier for the ****************** Municipal Aggregation Program, the price of electricity, and other informational material. They were made aware that the opt-out must be received by Dynegy no later than April 18, 2022, and provided the notice to mail back and a telephone number to call. 
  
  Dynegy has no record of receiving opt out notices nor did Dynegy receive a call requesting to opt out of the ****************** Municipal Aggregation Program for 2022. Therefore, both premises were appropriately enrolled on May 3, 2022, in the ****************** Municipal Aggregation Program, with an effective date of June 3, 2022.
  
  Additionally, both premises would have also received a confirmation letter from their Utility, Duke Energy, confirming enrollment with Dynegy supply. This would have been another opportunity to opt out of the municipal aggregation program. 
  
  On March 20, 2023, both premises were mailed an opt out letter for the next term which would begin with the May 2023 meter read for each premise. As before, the letters informed that Dynegy had been selected and contained other informational material. The letters stated that the opt-out must be received by Dynegy no later than May 1, 2023, and provided the notice to mail back and a telephone number to call. 
  
  Dynegy received an opt out forms for Garys Home of Helping Hands and Garys Home of Helping II and the opt out was processed on May 2,2023. Both accounts have also been permanently dropped from Dynegy supply effective with the June meter reads.  
  
  Since the customer did not opt out of the ****************** Municipal Aggregation Program for 2022, each account was billed appropriately.The rate for the aggregation program was fixed at $0.0503/kWh compared to the **** Energy rate which ranged from $0.0556/kWh to $0.06776/kWh through May 2023.The customer saved money while enrolled in the aggregation program and the accounts do not warrant a refund.
  
  
  Please let ** know if you have any additional questions.
  
  
  *******************************
  Customer Advocacy ********************
  **********************
  ************

• Initial Complaint

  Date:03/30/2023

  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.

  Hello, I was reviewing my PPL ***** My rate was raised from 0.7c to ****c, then *****c. I didn't notice until recently, and I'm being charged almost $300.00 a month, for a house I live at less than 3 days a week. There's no way I am possibly using this much energy. I'm dropping them as a provider immediately, and will try to resolve with PPL but this is disgusting. They shilled me for almost $2,000 over the course of 15 months.

  Business Response

  Date: 04/04/2023

  Dear BBB, 
  
  Dynegy has reviewed complaint number ******** from ************************ In his complaint, ************** expressed concern that his rate with Dynegy increased without prior notice and that he did not agree with the usage that he has been billed.
  
  Our investigation found that ****** Chance ***** is the customer of record at the address of ******************************************************************* 
  
  After enrolling with Dynegy on July 6, 2021, on a 13-month contract term ************** was mailed auto-renewal notification letters on June 4,2022, and June 19, 2022, informing him that his current contract with a rate of $0.0701/kWh would end on or around August 3, 2022. This contract was for a 6-month term with a rate of $.1599/kWh. The notice informed ************** to contact Dynegy by August 3, 2022, if he wanted to hear about other plans or wanted to cancel his service. ************** did not notify Dynegy and his service appropriately continued under the new contract.  
  
  On December 4, 2022, and December 19, 2022, ************** was mailed auto-renewal notification letters, informing him that his current contract would end on or around February 3, 2023. The new contract would be a month-to-month contract with a rate of $.1999/kWh and a $9.95 Base Commodity Charge per billing cycle. The notice informed ************** to contact Dynegy by February  3, 2023, if he wanted to hear about other plans or wanted to cancel his service.
  
  On March 29, 2023, ************** called Dynegy and per his request a drop transaction was processed. His Utility, PPL, accepted the drop and assigned the effective date on April 3, 2023.
  
  Mr. ****** utility, PPL, owns the meters and they are responsible for reading the monthly usage registered on Mr. ****** meter and they own the billing relationship with the customers. We would encourage ************** to reach out to PPL, for any concerns regarding his monthly meter reads.
  
  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 Advocacy ********************
  **********************

• Initial Complaint

  Date:11/24/2022

  Type:Product 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 have been using Dynegy Energy Services for many years and decided to cancel my service with them because of their excessive rate increase for electric service to my home. I contacted Dynegy on XX-XX-XXXX to cancel my contract effective 08-10-2022. Confirmation # to cancel contract is XXXXXXXA327A5FE2. My expectation was for the contract to be cancelled and my electric service would be switched over to **** Energy effective XX-XX-XXXX as agreed in the conversation. My electric rate was 4.99 cents per kWh. I cancelled the contract because they were increasing the rate to 12.99 cents per kWh plus a Base Commodity Charge of $9.95 per billing cycle. I was assured that the cancellation would be effective XX-XX-XXXX and I gave them ample time to process the cancellation and turn it over to **** Energy for my electric service. I later learned that **** Energy would be starting my new electric service effective XX-XX-XXXX which then resulted in Dynegy Energy to bill me at. a rate of 12.99 cents per kWh plus the Base Commodity Charge of $9.95. I contacted Dynegy Energy on XX-XX-XXXX and spoke to **** ****** then again on XX-XX-XXXX and spoke to ***** ****. I was informed that they had opened case # ******* to review my dispute. I received a call from Dynegy Electric to inform me that they would adjust my bill to be my original rate of 4.99 cents per kWh or charge me for the current rate that***** Energy was charging during the period from 08-10-2022 to 09-09-2022. To this date, 11-23-2022, I have never heard of any resolution to my request and when I have requested to talk to a supervisor or manager, I was told they were all unavailable so I've never heard a response. I was charged $139.64 + $9.95 (1,075 kWh x 12.99 cents) for a total of $149.59 and I was expecting to be charged $53.64 (1,075 kWh x 4.99 cents) so I am seeking reimbursement for the difference of $95.95. Images attached of documentation.

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Dear BBB,
  
  Dynegy has completed its investigation into Case ID: XXXXXXXX and has documented its findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.
  
  Research has determined that Mr. ***** was enrolled with **** ******* a Competitive Retail Electric Supplier (CRES) in March of 2011. In the city of ******** ****** enrolled with **** Energy Retail in 2011 via the **** Energy website. This enrollment had a term through 2017.
  
  In 2015, Dynegy Energy purchased some commercial generation assets from **** Energy as well as their residential retail supply business in the Midwest. This purchase was effective April 1, 2015. At that point, Mr. ***** began receiving his retail electric supply from Dynegy Energy. Mr. ***** was mailed a letter indicating his supply was transferred to Dynegy.
  
  Mr. ***** was sent renewal notices in 2020, 2021 and the last one in June 2022. Each renewal notice provided pricing and other informational details for the next contract period. The June renewal notice showed that the new contract term would be month-to-month with a rate of $0.1299/kWh with a $9.95 Base Commodity Charge per billing cycle. Mr. *****'s previous contract was ending on or around August 10, 2022, and the previous rate was $0.04990/kWh.
  
  On July 6, 2022, Mr. ***** called Dynegy and a drop transaction was processed per his request. The agent inadvertently selected the next meter read as the drop date instead of the current date. This caused the customer's account to drop on the next meter read date in September and subsequently be billed on the month-to-month rate of $0.1299/kWh on his final bill.
  
  On September 19, 2022, Mr. ***** called to dispute the rate on his final bill dated 8/10/XXXX - X/9/2022. A dispute case was opened on his account and upon review of the account, the bill was rerated to the rate of $0.0499/kWh for XXXXXXX/kWh usage plus the $9.95 base charge. A refund of $95.95 was calculated and submitted for processing on November 9, 2022. He will receive the refund in the mail within 21 business days from this date.
  
  A Dynegy agent reached Mr. ***** and apologized for the experience and advised him of the refund what will be coming in the mail. He was thankful for the call and the resolution.
  
  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 ***********@vistracorp.com.
  
  
  
  Thank you,
  
  
  
  ****** *********
  Customer Advocacy Services
  ****** Energy
  XXX-XXX-XXXX
  
  
  Consumer Response /* (2000, 7, 2022/12/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Dynegy Energy has resolve the issue with me and I have received a refund check for $95.95 so I consider the issue as resolved and closed.
  
  Thank you.

• Initial Complaint

  Date:10/07/2022

  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 noticed on my electric bill Dynegy had been attached to my energy bill, essentially charging my kWh twice. I asked how this could happen and they said my township made this decision for me and that they send a letter (she said it is often disguised as junk mail) saying I could opt out or automatically have to pay them. I want a refund of all of the money they have taken from me. This is unethical to say the very least.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Dear BBB,
  
  Dynegy has completed its investigation into CompID: XXXXXXXX and have documented its findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.
  
  Our records show **** ****** is the customer of record at the address of *******************************, XXXXX in the Colerain Township. Colerain Township has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier for the period of June 2021 through May 2023. Colerain Township provided the customer's account number to Dynegy as an eligible resident to be included in the Colerain Township opt-out electric municipal aggregation program in 2021. Ohio law allows municipal aggregation, and the customer can learn more about it at https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggregation-local-community-buying-power/.
  
  Ms. ****** was mailed an opt out letter on April 16, 2021. The letter informed her of the selection of Dynegy as the electric supplier, the price of electricity, and other informational material. She was made aware that the opt-out must be received by Dynegy no later than May 7, 2021, and provided the notice to mail back and a telephone number to call.
  
  Ms. ****** did not notify Dynegy prior to May 7, 2021, that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to her Utility, Duke Energy, on May 10, 2021, with an effective date of June 2, 2021.
  
  Additionally, Ms. ****** would have also received a confirmation letter from her Utility, Duke Energy, confirming the enrollment with Dynegy supply. This would have been another opportunity to opt out of the municipal aggregation program.
  
  In Cincinnati OH, every customer is billed for both the delivery (by the Utility) and supply charges for actual usage (by the Supplier). The Utility, Duke Energy, owns the electric lines and poles and bills every customer for delivery charges, no matter the Supplier. Duke Energy can also be a Supplier, in which case the customer will still see both entries on their monthly bills.
  
  On October 7, 2021, Dynegy received a drop transaction from Duke Energy, with an effective date of November 1, 2022. This is Duke's Energy first available meter read.
  
  Ms. ****** has been billed appropriately for supply charges per the municipal aggregation agreement with Colerain Township and no refunds are warranted.
  
  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 [email protected].
  
  
  
  Thank you,
  
  
  
  Brenda J********
  Customer Advocacy Services
  Vistra Energy
  972-656-2195

• Initial Complaint

  Date:09/13/2022

  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 am an Ohio Resident, in July, 2022 i paid my electric bill down to $99.75 on July 7th. When i checked my bill on Aug 2nd and my bill was $226.27 I was charged by Dynegy Energy. I always do my billing online and never seen anything in my email notification about the Opt-out/Opt-In agreement. I like many Americans now days can't afford anything extra. I googled Dynegy and contacted customer service on 8/2/2022 and requested to get off this agreement and to have a refund issued due to my bill increasing dramatically. The rep assured me the supervisor will issue a refund and I will be taking off the agreement. Approx 8/25/22 I spoke with another Dynegy rep due to I was charged again for the month of Aug. This rep informed me that it was doc a supervisor reached out to me on 8/11/22 and no answer. This rep also informed me that a supervisor should of reached back out to me within 24-48 hrs. A whole week and some went pass ****** that supervisor tried to contact me. I stated to the rep it was to my understanding I wouldn't be charged again and I would have a refund issued to me and neither has been true. She put a request in for a supervisor to contact me immediately. On Aug 31,2022 I reached back out again to Dynegy due to no call back from supervisor as I requested, now this rep was nonchalant and stated he was the first rep i spoke with and he told me I would be charged again for 2 billing cycles. I explained to him that if I was giving that information I would of challenged it the only person being inconvenienced is me. I refused to hang up until i spoke with someone who could slove my issue because here we are a whole month later and my bill have increased to $351.93. I am owed a refund of at least $113.86. This is not right I have never had to go through this much for a service I didn't agree to have. I am single without any assistance. Electricity is a necessity and the fact this company is doing this is a scam every complaint sounds like mine,

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Dear BBB,
  
  Dynegy has completed its investigation into Comp ID: XXXXXXXX and have documented its findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.
  
  
  Our records show that ****** ********** is a resident at the address of 1721 Beacon St, Apt. 3, Cincinnati OH, XXXXX in the City of Cincinnati. The City of Cincinnati has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier for the period of May 2022 through May 2023. The City of Cincinnati provided the customer's account number to Dynegy as an eligible resident to be included in the City of Cincinnati opt-out electric municipal aggregation program in 2022. Ohio law allows municipal aggregation, and the customer can learn more about it at https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggregation-local-community-buying-power/.
  
  Ms. ********** was mailed an opt out letter on April 11, 2022. The letter informed her of the selection of Dynegy as the electric supplier, the price of electricity, and other informational material. She was made aware that the opt-out must be received by Dynegy no later than May 2, 2022, and provided the notice to mail back and a telephone number to call.
  
  Ms. ********** did not notify Dynegy prior to May 2, 2022, that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to her Utility, Duke Energy, on May 3, 2022, with an effective date of May 18, 2022.
  
  On August 2, 2022, Ms. ********** called Dynegy and a drop transaction was processed per her request. The drop was accepted by her Utility, Duke Energy and they gave an effective date of August 18, 2022, which is the first available meter read date according to their order processing standards. The account is currently closed.
  
  A Dynegy supervisor made 3 attempts to call and speak with Ms. ********** regarding her request for a refund but was unsuccessful in reaching her.
  
  On September 19, 2022, and an email was sent to Ms. **********, explaining the above detailed information. Included in the email was a rate analysis showing he that with the City of Cincinnati Municipal Aggregation Program she was billed a rate of $0.0503/kWh versus the Duke Energy rate of $0.0638 that she would have paid.
  
  Ms. **********'s last billing cycle was July 20, 2022- August 18, 2022, and her usage was 1118.351/kWh. Dynegy billed her $56.25, and if Duke had been her supplier she would have been billed $72.00. Since Ms. ********** saved with Dynegy through the City of Cincinnati Municipal Aggregation program a refund would not be warranted. This information was also included in the email.
  
  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 ***********@vistracorp.com.
  
  
  
  Thank you,
  
  
  
  Brenda Jefferson
  Customer Advocacy Services
  Vistra Energy
  XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I disagree with this company's response. I, ******, reached out to Dynegy several times, if those calls are recorded and monitored, i will like a record of when the (3) attempts from supervisor(s).I Received one miss call from Dynegy supervisor which was 8/11/22 after i called and requested supervisor on 8/2/22. I was charged several times from Dynegy from July-Aug SO if I agreed by not opting out why did it take 3 months to start getting charged. This is unfair in today's economy I don't have extra money. This company keep saying it cheaper than Duke but its not cheaper if I'm getting charged through Duke as well as Dynegy. I was charged total a extra $113+ in one month. Everything is electronic and if I usually pay online or over the phone I'm not looking through paper mail in 2022 for a opt-in/opt-out of a third party energy provider. I went from $99 to $258 in a matter of one month that's not helping me save money. Now I'm in process of trying to make payment arrangements.
  
  
  Business Response /* (4000, 9, 2022/10/03) */
  Dear BBB,
  In Cincinnati OH, every customer is billed for both the delivery (by the Utility) and supply charges for actual usage(by the Supplier). The Utility, Duke Energy, owns the electric lines and poles and bills every customer for delivery charges, no matter who the Supplier. Duke Energy can also be a Supplier, in which case the customer will still see both entries on their monthly bills, therefore the customer is not being charged double.
  
  Ms. **********'s bill increased because her usage increased. She went from 685/kWh in May to 1145/kWh in July to 1118/kWh in August. The increased usage would have also made the Duke Energy delivery portion of her bill increase as well.

• Initial Complaint

  Date:09/02/2022

  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 my regular monthly bill from Duke Energy, upon seeing a double amount, I reviewed my bill thoroughly and realized that Dynergy was added to my bill as a delivery charge. When I called Duke, I was told that I had contracted with an outside organization which I had not. I was given the contact information from Duke and reached out to Dynergy. Upon reaching a rep at Dynergy, I was given a sales pitch immediately to which I said no thank you. I was told that a mailer was sent out and since I did not opt out I was auto enrolled. I asked for confirmation of my receipt of said information as I did not recall seeing this. I was then told it could take 2-3 billing cycles. So essentially I have to pay $127 for 5 months for a service I never agreed to. This is obviously a serious abuse of resources, huge scam. I obviously have no choice but to pay because I need my electric service. Unless this company can provide proof that I agreed to these charges I think it is severely negligent on both companies. Duke should definitely have some sort of notification process sent to their customers to confirm changes when there's a change in service provider requested by someone that is not their customer. It's ridiculous that these outside organizations guarantee rates that are impossible fairytales. When it's all done I've been swindled for almost $600

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear BBB,
  
  Dynegy has completed its investigation into Comp ID: XXXXXXXX from ****** ****** and have documented its findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.
  
  Following are our findings:
  
  Our records show ****** ****** is the customer of record at the address of *** ******** ******* ******** *** XXXXX in the City of ********* The City of ******** has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier for the period of January 2022 through August 2023. The City of ******** provided the customer's account number to Dynegy as an eligible resident to be included in The City of ********'s opt-out electric municipal aggregation program in 2022. Ohio law allows municipal aggregation, and the customer can learn more about it at https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggregation-local-community-buying-power/.
  
  Ms. ****** was mailed an opt out letter on December 13, 2021. The letter informed her of the selection of Dynegy as the electric supplier, the price of electricity, and other informational material. She was made aware that the opt-out must be received by Dynegy no later than January 3, 2022 and provided the notice to mail back and a telephone number to call.
  
  Ms. ****** did not notify Dynegy prior to January 3, 2022, that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to her Utility, Duke Energy, on January 6, 2022 with an effective date of January 24, 2022.
  
  Additionally, Ms. ****** would have also received a confirmation letter from her Utility, Duke Energy, confirming the enrollment with Dynegy supply. This would have been another opportunity to opt out of the municipal aggregation program.
  
  On September 2, 2022, Ms. ****** contacted Dynegy and a drop transaction was processed per her request. The transaction was accepted by her Utility, Duke Energy, with an effective date of September 21, 2022, which is their first available meter read date.
  
  Ms. ****** has been billed appropriately per the municipal aggregation agreement with the City of ******** and no adjustments are warranted.
  
  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 ***********@vistracorp.com.
  
  
  
  Thank you,
  
  
  
  Brenda *********
  Customer Advocacy Services
  Vistra Energy
  XXX-XXX-XXXX

• Initial Complaint

  Date:08/26/2022

  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 city council of Cincinnati Ohio add Dynegy to our Duke energy bill. We received a letter stating we can opt out of the this program when we get the letter. I immediately opt out as soon as I got the letter on May. I called and spoke to a customer service that person said that I have opted out and they will not be adding them to my bill. Fast forward to August 22 I received my Duke bill and long and behold Dynegy is on my bill charging me 68 dollars adding more charges to my bill. I called the number on my bill and spoke to Kenneth with Dynegy and he said that a supervisor will call me in 48 hrs to discuss about removing the the charge of 68 dollars off my bill. I have been waiting for a supervisor to call me no one have call me. I reach back out on August 26 spoke to another a female in customer service with Dynegy and she said that she can not get a supervisor for me because she works in a call center and there is no supervisor there. The lady said that she have to create another case number to try and get supervisor to try and reach out to me to remove these charges. So in the meantime my bill is due. I can not afford the extra cost of my bill and I should have not been charged with them in the frist place.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Dear BBB,
  
  Dynegy has reviewed complaint number XXXXXXXX from ***** *******.
  
  Following are our findings:
  
  ***** ******* is a resident of the City of Cincinnati at the address of 6329 Meis Ave. Cincinnati, OH XXXXX. The City of Cincinnati has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The City of Cincinnati provided the customer's account number to Dynegy as an eligible resident to be included in the City of Cincinnati opt-out electric municipal aggregation program. Ohio law allows municipal aggregation, and the customer can learn more about it at https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggregation-local-community-buying-power/.
  
  On April 4, 2022, Ms. ******* 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 April 25, 2022. The letter also included the options to opt out by mail or phone call. Additionally, a copy of the terms of service agreement was mailed with the opt-out letter (see attachment A).
  
  Ms. ******* did not notify Dynegy prior to April 25, 2022, that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to his utility, Duke Energy. The effective enrollment date is June 10, 2022.
  
  On August 22, 2022, Ms. ******* contacted Dynegy to drop from our supply. The effective drop date is September 12, 2022.
  
  Ms. ******* was billed appropriately per the municipal aggregation program. Ms. Johson saved money by being in the program so no refund would be granted.
  
  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 ***********@vistracorp.com.
  
  
  Thank you,

• Initial Complaint

  Date:08/22/2022

  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 attached itself to my AEP electric bill WITHOUT MY PERMISSION! According to AEP, this only happened in Ohio, and it happened to me. This has caused me severe financial stress. When I called to cancel Dynegy, they would not tell me why this company was added to my electric bill for six months. I want my money back from Dynegy. This should be illegal. I received no call, no text, no letter, no nothing letting me opt in or opt out.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Dear BBB,
  
  Dynegy has reviewed complaint number XXXXXXXX from ***** ********.
  
  Following are our findings:
  
  ***** ******** is a resident at the address of *********************************** XXXXX.
  
  Ms. ******** stated in her complaint that she did not agree to Dynegy six months ago and would like a refund.
  
  Our investigation found that Ms. ******** has been on Dynegy supply since 2018.
  
  On November 26, 2021, Dynegy mailed Ms. ******** a letter notifying her that her current plan would expire January 2022 meter read. The letter also indicated that if she did not call to renew or switch suppliers the rate would be $0.0949 cents per kWh.
  
  On August 22, 2022, Ms. ******** called Dynegy to drop from our supply. At this time, a drop transaction was issued. The effective date to return to her utility, AEP Ohio Power is September 18, 2022.
  
  On September 6, 2022, Dynegy agent left a voicemail including a phone number to return the call.
  
  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 [email protected].

• Initial Complaint

  Date:08/19/2022

  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 noticed extra charges on my Duke bill from Dynegy. I promptly called on 7/15/2022 and cancelled my plan with Dynegy. I explained that I never signed up for it and I never received a opt out letter. I also explained that I have had this issue before and have cancelled Dynegy before in Jan 2022 so I can't understand how it keeps getting added to my bill. They advised me to call PUCO and remove myself from the third party supplier completely. This was all done on 7/15/2022 - they informed me that the policy would be cancelled on my next meter reading with Duke. That was 7/18/2022 - I just received my bill for August and Dynegy is still there charging a extra $160.00. I called Duke and got the usual "we can't do anything call Dynegy" Called Dynegy spoke with Rhonda - Ref# SHXXXXXXXXXXXX - she stated the policy cancellation was sent to and received by Duke on 7/16/2022 - she confirmed that the policy should have been cancelled on the 7/18/2022 meter reading but that Duke has to remove the charges. Contacted Duke again and spoke with Carrie- Activity ID# XXXXXXXX - she stated the same thing about the meter reading date but that they cannot remove the charges until Dynegy tells them too. Dynegy confirms my cancellation on 7/15/2022 and says they cannot remove the charges that Duke has to do it. Called Duke again spoke with Jamani? won't give a reference # at this point or Activity ID. Says I have to call Dynegy to have the charges removed - called Dynegy again and speak with Diana - Ref# SBXXXXXXXXXXXX
  she states they won't remove the charges from 7/18/2022 thru 8/16/2022. So after 20 years in the same house paying about $120 in electrical charges each month, I am now being charged $245 for electrical only! I never authorized it and if I cancel it once I should never be signed up again for it. Both Duke and Dynegy are pretty much telling me "We cancel when we want to and you have to pay the bill" Feel like this is a scam and I want the $160.00 take off my bill.

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 7, 2022/09/06) */
  Dear BBB,
  
  Dynegy has reviewed complaint number XXXXXXXX from ***** ******.
  
  Following are our findings:
  
  ***** ****** is a resident of the City of Cincinnati at the address of ********************************* XXXXX. The City of Cincinnati has an opt-out electric municipal aggregation program and selected Dynegy as the electric supplier. The City of Cincinnati provided the customer's account number to Dynegy as an eligible resident to be included in the City of Cincinnati opt-out electric municipal aggregation program. Ohio law allows municipal aggregation, and the customer can learn more about it at https://www.puco.ohio.gov/be-informed/consumer-topics/governmental-energy-aggregation-local-community-buying-power/.
  
  On April 11, 2022, Ms. ****** 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 May 2, 2022. The letter also included the options to opt out by mail or phone call. Additionally, a copy of the terms of service agreement was mailed with the opt-out letter.
  
  Ms. ****** did not notify Dynegy prior to May 2, 2022, that she wanted to opt-out which appropriately prompted an enrollment order to be submitted to his utility, Duke Energy. The effective enrollment date is May 17, 2022.
  
  On July 15, 2022, Ms. ****** contacted Dynegy to drop from our supply. The effective drop date is August 16, 2022. A drop transaction normally takes 1-2 billing cycles depending on the meter read cycle.
  
  Ms. ****** was billed appropriately per the municipal aggregation program so no refund would be granted.
  
  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 [email protected].

• Initial Complaint

  Date:08/19/2022

  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.

  Duke Energy provided our information to this company without our permission as they did to all their other customers in this area. We were being charged by this company, however, the bill was going through Duke Energy making it appear as though no changes had occurred. Our energy prices only slight increased at first and therefore did not cause us to realize the changes. It was not until this summer that our bill doubled in cost that we called Duke on 8/11/22 to question and found that we had been paying this company as well. Duke Energy took zero responsibility and pushed us back to this company. We called Dyengy on 8/11/22 and had absolutely no help whatsoever. We told them to we wanted to be removed from their services and were told that we would be. However, we just got another bill for over double what our actual Duke Energy bill should be. Duke again is taking no responsibility and Dynegy is telling us that we did not "cancel in time" and therefore are continuing to pay. We were told that "hopefully" we should be cancelled by the next billing. This business is an absolute scam and somehow is getting away with charging customers for an additional amount for energy cost even though I am already paying DUKE ENERGY? How is this even legal? We want to be refunded for the costs we have paid as we NEVER provided Duke Energy with permission to give out our information to this company.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Dear BBB,
  
  Dynegy has completed its investigation into Comp ID: XXXXXXXX and have documented its findings and actions taken with respect to this complaint. Dynegy appreciates you bringing this to our attention.
  
  Our records show that the customer of record is ***** ****** and on March 15, 2015, ******** ****** completed an online enrollment with Dynegy Energy for a term period through December 2017.
  
  Ms. ****** was mailed auto-renewal letters in October 2017, October 2018, October 2019, October 2020 and most recent in November 2021, for a term of 12 months. Each letter that was mailed showed the price of electricity and other informational material, stating each new contract periods. The letters informed Ms. ****** to contact Dynegy Energy if she wanted to hear about other plans or wanted to cancel her service. Neither Mr. nor Mrs. ****** reached out to Dynegy Energy during these times to cancel the service and have been billed appropriately and a refund is not warranted.
  
  On August 10, 2022, ***** ****** called Dynegy Energy and a drop was processed per his request. The drop was accepted by the Utility, Duke Energy, with an effective date of September 9, 2022, which is their first available meter read date.
  
  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 ***********@vistracorp.com.
  
  
  
  Thank you,
  
  
  
  ****** *********
  Customer Advocacy Services
  Vistra Energy
  XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will agree with the company that we did receive letters discussing enrollment, however, the entire process is completely deceitful. We never actually gave any verbal or written permission to enroll with this program. This was apparently just automatically done by Duke. Our bill payment was still going to DUKE. We would receive letters from them, however, they discussed enrollment into a program that I did not realize I was already enrolled in and thought this was to OPT IN to their program. I don't believe that it's inconceivable that we would not realize this since we never gave verbal/written permission to begin with. Again, our bills were coming from Duke and not from Dynergy. It seems as if this company purposefully makes the process confusing and then covers themselves by sending out letters that look like junk mail. Reading their response makes me even angrier to see just how long they were able to take advantage of us. I would check my bill from Duke each month and auto paid to them not understanding that Duke had quietly enrolled their customers into Dynergy's program. My payments initially never went up enough for us to realize there was an issue until the past several months. it wasn't until our payment DOUBLED in June that we called Duke and were given the truth. I am not asking for refund for past several years, only for past 2 months when our payment was just completely ridiculous. We are family with two working parents and young children that are being squeezed for every penny right now. This company is taking advantage of people being busy and not realizing that their information was sold off by Duke (believe me - I'm not happy with them either). We are not the only family this happened to in this area - we have spoke to multiple other people who also just realized this happened to them yet this company is wording their response as if it is our fault for not assuming that a company can take our personal information and add their costs to a bill we are already paying under a company name (Duke) we are already sending bills too. This is complete gaslighting and corporate greed and taking advantage of families.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  In Batavia OH, every customer is billed for both the delivery (by the Utility) and supply charges for actual usage(by the Supplier). The Utility, Duke Energy, owns the electric lines and poles and bills every customer for delivery charges, no matter the Supplier. Duke Energy can also be a Supplier, in which case the customer will still see both entries on their monthly bills.
  
  The reason Ms. ****** bills increased is because her usage increased. She went from 749/kWh in May,to 1563/kWh in June, to 1914/kWh in July to 2,275/kWh in August.
  
  The customer has been billed accurately and the account does not warrant a refund. We would encourage Ms. ****** to seek payment arrangements with Duke Energy as needed.
  
  
  Thank you,
  
  
  
  Brenda Jefferson
  Customer Advocacy Services
  Vistra Energy
  XXX-XXX-XXXX