PUC Approves Settlement with Reliant Energy Northeast Concerning Sales & Marketing Practices
Published on 3/25/2021
Filed under: Electric
HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved a settlement agreement between Reliant Energy Northeast LLC (NRG Home or company) and the PUC’s independent Bureau of Investigation & Enforcement (I&E), following an investigation into the company’s marketing and sales practices as a licensed electric generation supplier (EGS) in Pennsylvania.
The Commission voted 4-0 to adopt the settlement between NRG Home and I&E. I&E initiated an investigation of the company based on alleged unauthorized changes to customers’ electric generation supply service – which first came to light based on informal complaints filed with the PUC’s Bureau of Consumer Services (BCS) and were later self-reported by NRG Home during a meeting with the Commission’s Office of Competitive Market Oversight. The enrollments originated from NRG Home’s in-person retail and event solicitations and involved both residential and small business customer accounts.
As part of the approved settlement, NRG Home agrees to:
- Provide each affected customer with a refund for the entire electric generation supply portion on their bill for the first two billing periods that they were switched to NRG Home;
- Refund any cancellation fee or early termination fee incurred by any of the affected customers from another EGS;
- Continue its current level of quality assurance monitoring efforts for one year, including random in-person visits to retail and event sales locations by NRG Home employees;
- Provide monthly reports to I&E for a period of one year detailing complaints from Pennsylvania consumers reported to BCS and other agencies related to allegations of unauthorized switching by NRG Home;
- Retain customer signatures placed on enrollment tablets used at retail and event locations for one year and provide such records to BCS and I&E upon request; and
- Pay a civil penalty of $175,000.
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Docket No.: M-2020-3006647
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