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Utilities Consumer Advocate

Telemarketing Calls

MYTH:   You get a phone call from a retailer offering to "send information".

FACT: In many telephone (voice contracting) concerns UCA hears, answering yes to receiving contract information results in the retailer switching the consumer’s energy service to their company. If you agree to receive information you inadvertently may be agreeing to allow this retailer to take over your utility services. At some point in the sales call the energy retailer may say “just call to cancel the contract if you change your mind”. What this really means is you MUST call the retailer before the start date to cancel the contract or your services will be switched to the new retailer.

We worked with various retailers to develop tips to consider when discussing an energy contract over the telephone with an energy retailer:

  1. Get the retailer’s phone number during that first call. Don't rely on finding the number in the information package being sent. Ask for the number and write it down somewhere handy so you can easily find it in the future.

  2. Make a note of the phone call date. If you do not receive a contract copy or the promised information within two to three weeks — CALL the number and request the information again. Or, you may simply cancel the contract at this point.

  3. Once you receive your contract/information package — review it CAREFULLY. Make sure you fully understand all terms and conditions including cancellation penalties and related fees. Make a note of the start date. You may cancel without cost or penalty at any time up to the day before this start date. If you cancel AFTER the start date, you will likely be billed "account set up" fees to switch back to the regulated providers. You will also receive a bill for any consumption during the time the contract retailer provided your utility services.

  4. If you decide to cancel before the start date — phone the number given during the original call. Make sure you get a confirmation number so you can prove you cancelled. Alternatively, you may cancel by e-mail or fax. Be sure to always keep a copy for your records.

  5. If you decide to cancel after the start date you may do so penalty free up-to-60 days after you receive your first statement. If you cancel after 60 days, you will be subject to cancellation penalties and related fees as set out in the terms and conditions of your contract.

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