From grog@lemis.com Thu Mar 26 15:05:02 2020 Date: Thu, 26 Mar 2020 15:05:02 +1100 From: Greg 'groggy' Lehey To: info@redenergy.com.au Cc: enquiries@redenergy.com.au Subject: Complaint, customer number 492176 Message-ID: <20200326040502.GA87815@eureka.lemis.com> MIME-Version: 1.0 Content-Type: multipart/signed; micalg=pgp-sha1; protocol="application/pgp-signature"; boundary="eAbsdosE1cNLO4uF" Content-Disposition: inline Organization: LEMIS, 29 Stones Road, Dereel, VIC, Australia Phone: +61-3-5309-0418 Mobile: +61-490-494-038. Use only as instructed. WWW-Home-Page: http://www.lemis.com/grog X-PGP-Fingerprint: 9A1B 8202 BCCE B846 F92F 09AC 22E6 F290 507A 4223 User-Agent: Mutt/1.6.1 (2016-04-27) Status: RO Content-Length: 10778 Lines: 286 Please treat this email seriously. I have sent you two previous ones (attached), your reply has been outstanding since 29 January, and you have not honoured obligations that you have undertaken on the phone. Under these circumstances, I require that you answer by email, not by phone. If I do not receive satisfaction by 17 April, I shall take the matter to the Ombudsman. The details: * On 6 January I agreed with Elysian Energy for them to replace you as my electricity supplier. * On 22 January 2020 Abhilash, a consultant of yours, rang up and begged me to reconsider. I agreed to the terms he mentioned, including backdating my concession rebate and changing my tariff to 24.2045 c/kWh (including pay on time discount), to be backdated to the beginning of the previous invoice period. * On 24 January I received a document from you by email, dated 22 January, and asking me to call to confirm these changes (but not the backdating). I replied (first attachment, 27 January) pointing out that I had already confirmed by phone, and asking for confirmation of these conditions. * On 29 January I received a mail with conditions at variance from those to which I agreed, and which did not answer my questions. I responded in some detail (2nd attachment), and explicitly accepting the original conditions. I also asked for confirmation. I have had no further communication from you. * Today, 26 March, I have received an invoice which includes backdated concession payments, but not the change in tariff. As the invoice stands, it is invalid. I gave notice to these conditions with my agreement with Elysian. The only agreement I now have with you is the one I agreed to on the phone with Abhilash. Please confirm. You will understand that my current experience does not encourage me to keep you as my electricity provider. Greg Lehey ****************************************************************************************** Date: Mon, 27 Jan 2020 13:42:37 +1100 From: Greg 'groggy' Lehey To: Red Energy Subject: Documentation, Customer No: 492176 (was: Your Red Energy Document) Message-ID: <20200127024237.GW3702@eureka.lemis.com> References: <14406251.7979.1579830453625.JavaMail.tomcat@red-ml3jasp.redenergy.com.au> MIME-Version: 1.0 Content-Type: multipart/signed; micalg=pgp-sha1; protocol="application/pgp-signature"; boundary="OelmujB7rQAg+yu0" Content-Disposition: inline In-Reply-To: <14406251.7979.1579830453625.JavaMail.tomcat@red-ml3jasp.redenergy.com.au> Organization: LEMIS, 29 Stones Road, Dereel, VIC, Australia Phone: +61-3-5309-0418 Mobile: +61-490-494-038. Use only as instructed. WWW-Home-Page: http://www.lemis.com/grog X-PGP-Fingerprint: 9A1B 8202 BCCE B846 F92F 09AC 22E6 F290 507A 4223 User-Agent: Mutt/1.6.1 (2016-04-27) On Friday, 24 January 2020 at 11:47:33 +1000, Red Energy wrote: > (no text component) I'm puzzled. I signed up for this offer on 22 January, and this was supposed to be a confirmation of the agreement. And now you ask me to call your phone support line! I have already agreed, and I assume that you are continuing to supply me with electricity. Please confirm: - That you are supplying electricity according to these conditions. - That you have accepted my "application". Thanks in advance Greg Lehey ****************************************************************************************** Date: Wed, 29 Jan 2020 12:56:01 +1100 From: Greg 'groggy' Lehey To: Info@redenergy.com.au Subject: Re: Red Energy customer 492176 Message-ID: <20200129015601.GA50390@eureka.lemis.com> References: <04YHNQ2X4EJEJMRQ@redenergy.com.au> MIME-Version: 1.0 Content-Type: multipart/signed; micalg=pgp-sha1; protocol="application/pgp-signature"; boundary="LQksG6bCIzRHxTLp" Content-Disposition: inline In-Reply-To: <04YHNQ2X4EJEJMRQ@redenergy.com.au> Organization: LEMIS, 29 Stones Road, Dereel, VIC, Australia Phone: +61-3-5309-0418 Mobile: +61-490-494-038. Use only as instructed. WWW-Home-Page: http://www.lemis.com/grog X-PGP-Fingerprint: 9A1B 8202 BCCE B846 F92F 09AC 22E6 F290 507A 4223 User-Agent: Mutt/1.6.1 (2016-04-27) On Wednesday, 29 January 2020 at 10:51:52 +1100, Info@redenergy.com.au wrot= e: > > I can see that you called last week on the 22/1/20 and spoke to > Abhilash and was offered new rates and a $50 credit on your next bill > as part of our Living Energy saver promotion with 10% pay on time > discount. > > From the notes that he has left , he sent a Quote including the new > upgraded offer and was expecting you to call back and confirm your > acceptance of the offer. No, this wasn't the agreement. He was happy to accept my verbal acceptance of the offer, and I had to ask him to send me a written confirmation. You might like to listen to the transcript of the call, in which I asked him to convey my displeasure that I had to call up to get anything done: you offered me cheaper rates on the bills, but required me to call up to actually find anything. I find talking to phone consultants a very poor way to do business, and in this case you could have included the offer in the bills. > On these new rates, we estimate you may save $326.28 (Estimated > Savings) on your Electricity annually. This plan is 1% less than > the reference price when you pay your bills before the due date, and > includes a 10% Pay on Time=BF discount off our market rates Based on > your past electricity consumption, we estimate that your bills will > total approximately $4655.28 (Estimated Total Bill Amount) over the > next 12 months if you take up the new offer on Living Energy Saver > plan . If you pay all of your bills on time you could save $481.15 > (Discounts). I greatly doubt these sums, but they're not part of the agreement, so that's not relevant. > If you would like to proceed based on the Quoted rates attached , > please read and provide consent for the following terms and > conditions: > 1. You're opting for our Living Energy Saver for your electricity > account. If that's what you want to call it, fine. The name doesn't interest me. > 2. Your agreement has no contract term, with no applicable exit fees. > > 3. Your offer will include a 10% Pay on Time Discount for your > electricity. You will have access to Red Energy Rewards which > includes more than 4,500 discounts and offers. This is the first I have heard of this. Could you please provide details? > 4. We will issue your electricity bill monthly if you have a smart > meter with active telecommunications unless you request or have > agreed to be billed quarterly. This shouldn't be conditional if it's part of the offer. In the past I have paid quarterly, and I see no reason to change. > 5. The terms of your agreement and your rates are both variable. We > will give you written notice of at least 20 business days if we > change the terms of your agreement and 5 business days if we > change your rates. I find this notice period rather short. Abhi told me that the conditions would remain "for some time". If I get a sudden increase in rate in the near future, you can be sure that I will change providers. > 6. Our Basic Plan Information Document, which is an information > sheet that contains all the key details about this offer, is > available online at redenergy.com.au. No, it isn't. I can presumably start searching for it there, but I don't see why I should have to. If it's important, you could have attached it. > 7. You will have a 10 business day cooling off period starting from > when you receive a copy of your agreement. You can cancel your > agreement verbally or in writing any time during the cooling off > period without penalty. > 8. Can you confirm that you are happy to accept our offer on these > terms and enter into your new agreement with Red Energy? So far you haven't mentioned the terms. My understanding was, from the document you sent with message ID: <14406251.7979.1579830453625.JavaMail.tomcat@red-ml3jasp.redenergy.com.au>: Rates effective from: 20 Dec 2019 Tariff Base Pay on time Solar -12.0000 c/kWh* Anytime 26.8939 c/kWh 24.2045 c/kWh Service to Property Charge $1.2764 per Day $1.1488 per Day You don't mention the concession card discount, which I understand to be 17.5%. Abhi confirmed that this would be part of the offer. I'm prepared to accept these conditions. Please confirm that you have the concession card information and that you will apply the discount. > I look forward to your response! If you accept the offer ,the new > rates will apply to your next invoice to be issued after the reading No, that wasn't the agreement. As the document shows, it applies from the last reading. Please confirm. Greg Lehey