Barry T.

Smitherman
Chairman

Rick Perry
Governor

Donna L. Nelson
Commissioner

Kenneth W. Anderson, Jr.

Commissioner

W. Lane Lanford

Executive Director ______________________________________________________________________________________________________________________________

Public Utility Commission of Texas

Dear Utility Customer: You are receiving this letter in confirmation that the Customer Protection Division (CPD) of the Public Utility Commission has begun an investigation of your complaint regarding your utility company. The company is required to submit a formal response to the investigation within 21 days. Once we receive the response from the company, a CPD staff member will review the facts, the applicable PUC substantive rules, and notify you of the results. If you have any questions or need additional information, please contact the Public Utility Commission toll-free through our Customer Assistance Call Center at 1-888-7828477 and a staff member will be happy to assist you. You can also find valuable information on our website (www.puc.state.tx.us) at anytime. As a public service to help Texans in understanding their utility bills, we have enclosed a fact sheet that helps explain the various charges included in your bill for telephone service and electric service (in areas open to competition). The Public Utility Commission has additional fact sheets available for Texas utility customers covering topics such as: Texas "Do Not Call" Lists Slamming and Cramming Low-Income Assistance Programs and Services And more

Please call the Customer Assistance Call Center to request customer protection fact sheets, or view them online at www.puc.state.tx.us/ocp/facts.cfm. Thank you, Customer Protection Division Public Utility Commission of Texas

Stay Connected! To receive a free subscription to the Public Utility Connection newsletter, please send your name and address to PUC-Customer Protection, P.O. Box 13326, Austin, TX 78711-3326. To subscribe through e-mail send your name and mailing address to customer@puc.state.tx.us.

Printed on recycled paper

An Equal Opportunity Employer

1701 N. Congress Avenue PO Box 13326 Austin, TX 78711 512/936-7000 Fax: 512/936-7003 web site: www.puc.state.tx.us

MR HARRISON VICKERS VICKERS POWER LLC 10407 WILLOWGROVE DRIVE HOUSTON TX 77035

Barry T. Smitherman
Chairman

Rick Perry
Governor

Donna L. Nelson
Commissioner

Kenneth W. Anderson, Jr.

Commissioner

W. Lane Lanford

Executive Director ______________________________________________________________________________________________________________________________

Public Utility Commission of Texas

12/3/2009

Mr. Harrison Vickers Vickers Power LLC 10407 Willowgrove Drive Houston, TX 77035 RE: Complaint # CP2009110177 Dear Mr. Vickers, The office of the Customer Protection Division (CPD) has received a response from Glacial Energy of Texas, Inc. regarding issues with customer service, the price per kWh being charged as well as the disconnection of service which occurred without notice. The information provided by the company states that the account has been billed according to the terms and conditions of the agreement signed on June 11th, 2009. The information also shows that you disconnection notices were sent via email and the United States Postal Service and were refused by your company (copy of the disconnection notice sent via certified mail was provided for review). Glacial Energy asserts that all concerns and questions you had about your account has been addressed by company representatives on several occasions and that no adjustments to your bill are warranted. In reviewing the information provided by both customers, neither the customer nor Glacial Energy provided a copy of the billing or the actual contract for review. The disconnection notice sent to you via email on September 17th, 2009 and later via the Post office had a due date of September 5th, 2009 which is after the mailing date and falls on weekend. As a result, CPD has determined the disconnection notice is not consistent with the provisions of the following Substantive Rule (s) and will be considered for further review:

Printed on recycled paper

An Equal Opportunity Employer

1701 N. Congress Avenue PO Box 13326 Austin, TX 78711 512/936-7000 Fax: 512/936-7003 web site: www.puc.state.tx.us

Mr. Harrison Vickers 12/03/2009 Page 2

25.483. Disconnection of Service. (k) Disconnection notices. A disconnection notice for nonpayment shall: (1) not be issued before the first day after the bill is due; (2) be a separate mailing or hand delivered notice with a stated date of disconnection with the words disconnection notice or similar language prominently displayed. The REP may send the disconnection notice concurrently with the request for a deposit; (3) have a disconnection date that is not a holiday, weekend day, or day that the REPs personnel are not available to take payments, and is not less than ten days after the notice is issued; and

The company did not provide any billing and/or a copy of the signed and dated contract for review to determine if the customer is being billed per the terms and conditions of the agreement. This is in consistent with the provisions of Substantive Rule: 25.485. Customer Access and Complaint Handling. (e) Complaints to the commission. (1) Informal complaints. (D) The REP or aggregator shall investigate all informal complaints and advise the commission in writing of the results of the investigation within 21 days after the complaint is forwarded to the REP or aggregator.

Thank you for the opportunity to address your concerns. If we can assist you with future utility concerns, please contact us toll free through our Customer Assistance Call Center at 1888-782-8477. Sincerely, Customer Protection Division Public Utility Commission of Texas

cc: Glacial Energy of Texas, Inc.

MR HARRISON VICKERS VICKERS POWER LLC 10407 WILLOWGROVE DRIVE HOUSTON TX 77035

Barry T. Smitherman
Chairman

Rick Perry
Governor

Donna L. Nelson
Commissioner

Kenneth W. Anderson, Jr.

Commissioner

W. Lane Lanford

Executive Director ______________________________________________________________________________________________________________________________

Public Utility Commission of Texas

12/3/2009

Mr. Harrison Vickers Vickers Power LLC 10407 Willowgrove Drive Houston, TX 77035 RE: Complaint # CP2009110177 Dear Mr. Vickers, The office of the Customer Protection Division (CPD) has received a response from Glacial Energy of Texas, Inc. regarding issues with customer service, the price per kWh being charged as well as the disconnection of service which occurred without notice. The information provided by the company states that the account has been billed according to the terms and conditions of the agreement signed on June 11th, 2009. The information also shows that you disconnection notices were sent via email and the United States Postal Service and were refused by your company (copy of the disconnection notice sent via certified mail was provided for review). Glacial Energy asserts that all concerns and questions you had about your account has been addressed by company representatives on several occasions and that no adjustments to your bill are warranted. In reviewing the information provided by both customers, neither the customer nor Glacial Energy provided a copy of the billing or the actual contract for review. The disconnection notice sent to you via email on September 17th, 2009 and later via the Post office had a due date of September 5th, 2009 which is after the mailing date and falls on weekend. As a result, CPD has determined the disconnection notice is not consistent with the provisions of the following Substantive Rule (s) and will be considered for further review:

Printed on recycled paper

An Equal Opportunity Employer

1701 N. Congress Avenue PO Box 13326 Austin, TX 78711 512/936-7000 Fax: 512/936-7003 web site: www.puc.state.tx.us

Mr. Harrison Vickers 12/03/2009 Page 2

25.483. Disconnection of Service. (k) Disconnection notices. A disconnection notice for nonpayment shall: (1) not be issued before the first day after the bill is due; (2) be a separate mailing or hand delivered notice with a stated date of disconnection with the words disconnection notice or similar language prominently displayed. The REP may send the disconnection notice concurrently with the request for a deposit; (3) have a disconnection date that is not a holiday, weekend day, or day that the REPs personnel are not available to take payments, and is not less than ten days after the notice is issued; and

The company did not provide any billing and/or a copy of the signed and dated contract for review to determine if the customer is being billed per the terms and conditions of the agreement. This is in consistent with the provisions of Substantive Rule: 25.485. Customer Access and Complaint Handling. (e) Complaints to the commission. (1) Informal complaints. (D) The REP or aggregator shall investigate all informal complaints and advise the commission in writing of the results of the investigation within 21 days after the complaint is forwarded to the REP or aggregator.

Thank you for the opportunity to address your concerns. If we can assist you with future utility concerns, please contact us toll free through our Customer Assistance Call Center at 1888-782-8477. Sincerely, Customer Protection Division Public Utility Commission of Texas

cc: Glacial Energy of Texas, Inc.

CP2009110177_0911002041.txt From: Vorabouth, Manivone Sent: 11/04/2009 08:27 AM To: Subject: [Complaint No:CP2009110177] - Harrison Vickers Attachments: CP2009110177_CoverSheet.pdf

DO NOT CHANGE THE SUBJECT LINE Reply to Email address : puccomplaints@puc.state.tx.us Respond only to complaint: CP2009110177 This email is to inform you that a customer has filed a complaint against your company and that the PUC is currently beginning an investigation. According to PUC Procedural Rules, you must respond to this complaint within 21 days of the date of this Notice. Your complete response MUST include a copy of ALL documentary evidence relied upon by the company to support its position in this matter. In the case of an alleged slam or cram, documentary evidence includes, a signed letter of agency, third party verification, and electronically recorded authorization & verification.

Recipients:

Attachments: CP2009110177_CoverSheet.pdf

Page 1

CUSTOMER PROTECTION DIVISION ON-LINE COMPLAINT FORM Investigator: ., Unknown Date Pending: 11/25/2009 Complaint No: CP2009110177 Company: GLACIAL ENERGY OF TEXAS, INC. Complaint: Customer Service Service No:

Complaint
Customer: Last Name: First Name: Business: Date Closed: Date Received: Account No:

Normal
Wednesday, November 04, 2009

Vickers Harrison Vickers Power LLC 11/3/2009

Spanish: No Service Address: 10407 Willowgrove Drive Houston Alt Last: Alt First: TX 77035 Mail Address: 10407 Willowgrove Drive Houston Day: (713) 829-3113 Alt: Email: TX 77035

Complaint Note: [Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPE plus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. The first bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak to question the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but I received no response to my questions. The next month, the energy only component of my bill was $0.069, and in my opinion that was a clear overcharge based on ERCOT MCPE rates at that time. I was disconnected without written notice one day after Glacial states I had received ample notice on a cell phone voice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I Entered: 11/3/2009 3:12:00 PM Entered By: ., Unknown

CUSTOMER PROTECTION DIVISION

Complaint

Normal

Wednesday, November 04, 2009 ON-LINE COMPLAINT FORM have been insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I again made a formal request for Glacial to investigate and report on our dispute, Glacial Energy again ignored my request and has refused to make an investigation that I thought was mandatory under PUC Rules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should make my complaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas from such predatory practices.

Harrison Vickers

Entered: 11/3/2009 3:12:00 PM

Entered By: ., Unknown

CP2009110177_0912002537.txt From: Fraustro, Ronnie Sent: 12/03/2009 12:34 PM To: Subject: [Complaint No:CP2009110177] - Harrison Vickers:Further Review Required-S.R. 25.483 (k) (1) (2) (3);25.485 (e) (1) (D) Attachments: CP2009110177_CoverSheet.pdf,CP2009110177_0912002471.doc

DO NOT CHANGE THE SUBJECT LINE Reply to Email address : puccomplaints@puc.state.tx.us Respond only to complaint: CP2009110177 This email is to inform you that this customer file has been closed by the Customer Protection Division of The Public Utility Commission of Texas.

Recipients:

Attachments: CP2009110177_CoverSheet.pdf CP2009110177_0912002471.doc

Page 1

CUSTOMER PROTECTION DIVISION ON-LINE COMPLAINT FORM Investigator: Fraustro, Ronnie Date Pending: 11/25/2009 Complaint No: CP2009110177 Company: GLACIAL ENERGY OF TEXAS, INC. Complaint: Customer Service Service No:

Complaint
Customer: Last Name: First Name: Business: Date Closed: Date Received: Account No:

Normal
Thursday, December 03, 2009

Vickers Harrison Vickers Power LLC 12/3/2009 11/3/2009

Spanish: No Service Address: 10407 Willowgrove Drive Houston Alt Last: Alt First: TX 77035 Mail Address: 10407 Willowgrove Drive Houston Day: (713) 829-3113 Alt: Email: TX 77035

Complaint Note: [Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPE plus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. The first bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak to question the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but I received no response to my questions. The next month, the energy only component of my bill was $0.069, and in my opinion that was a clear overcharge based on ERCOT MCPE rates at that time. I was disconnected without written notice one day after Glacial states I had received ample notice on a cell phone voice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I have been Entered: 11/3/2009 3:12:00 PM Entered By: ., Unknown

CUSTOMER PROTECTION DIVISION

Complaint

Normal

Thursday, December 03, 2009 ON-LINE COMPLAINT FORM insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I again made a formal request for Glacial to investigate and report on our dispute, Glacial Energy again ignored my request and has refused to make an investigation that I thought was mandatory under PUC Rules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should make my complaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas from such predatory practices. Harrison Vickers

Entered: 11/3/2009 3:12:00 PM

Entered By: ., Unknown

CP2009110177_0912017752.txt From: Fraustro, Ronnie Sent: 12/30/2009 11:37 AM To: Subject: [Complaint No:CP2009110177] - Harrison Vickers Attachments: CP2009110177_CoverSheet.pdf,CP2009110177_0912015794.pdf

DO NOT CHANGE THE SUBJECT LINE Reply to Email address : puccomplaints@puc.state.tx.us Respond only to complaint: CP2009110177 Please make the following update(s) to the subject file. Good Day Glacier Energy, Here is additional information from the customer for your review. Thanks! Recipients:

Attachments: CP2009110177_CoverSheet.pdf CP2009110177_0912015794.pdf

Page 1

CUSTOMER PROTECTION DIVISION ON-LINE COMPLAINT FORM Investigator: Fraustro, Ronnie Date Pending: 11/25/2009 Complaint No: CP2009110177 Company: GLACIAL ENERGY OF TEXAS, INC. Complaint: Customer Service Service No:

Complaint
Customer: Last Name: First Name: Business: Date Closed: Date Received: Account No:

Normal
Wednesday, December 30, 2009

Vickers Harrison Vickers Power LLC 12/3/2009 11/3/2009

Spanish: No Service Address: 10407 Willowgrove Drive Houston Alt Last: Alt First: TX 77035 Mail Address: 10407 Willowgrove Drive Houston Day: (713) 829-3113 Alt: Email: TX 77035

Complaint Note: [Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPE plus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. The first bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak to question the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but I received no response to my questions. The next month, the energy only component of my bill was $0.069, and in my opinion that was a clear overcharge based on ERCOT MCPE rates at that time. I was disconnected without written notice one day after Glacial states I had received ample notice on a cell phone voice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I have been Entered: 11/3/2009 3:12:00 PM Entered By: ., Unknown

CUSTOMER PROTECTION DIVISION

Complaint

Normal

Wednesday, December 30, 2009 ON-LINE COMPLAINT FORM insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I again made a formal request for Glacial to investigate and report on our dispute, Glacial Energy again ignored my request and has refused to make an investigation that I thought was mandatory under PUC Rules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should make my complaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas from such predatory practices. Harrison Vickers

Entered: 11/3/2009 3:12:00 PM

Entered By: ., Unknown

CP2009110177_1008013575.txt From: Fraustro, Ronnie Sent: 08/23/2010 12:50 PM To: Subject: [Complaint No:CP2009110177] - Harrison Vickers:Further Review Required-S.R. 25.483 (k) (1) (2) (3);25.485 (e) (1) (D). Attachments: CP2009110177_CoverSheet.pdf,CP2009110177_0912002471.doc

DO NOT CHANGE THE SUBJECT LINE Reply to Email address : puccomplaints@puc.state.tx.us Respond only to complaint: CP2009110177 Please make the following update(s) to the subject file. Good Day Mr. Vickers, Glacial Energy was not in compliance with the Substantive Rules and as a result, the file was forwarded for further review. Ronnie Fraustro Recipients:

Attachments: CP2009110177_CoverSheet.pdf CP2009110177_0912002471.doc

Page 1

CUSTOMER PROTECTION DIVISION ON-LINE COMPLAINT FORM Investigator: Fraustro, Ronnie Date Pending: 11/25/2009 Complaint No: CP2009110177 Company: GLACIAL ENERGY OF TEXAS, INC. Complaint: Customer Service Service No:

Complaint
Customer: Last Name: First Name: Business: Date Closed: Date Received: Account No:

Normal
Monday, August 23, 2010

Vickers Harrison Vickers Power LLC 12/3/2009 11/3/2009

Spanish: No Service Address: 10407 Willowgrove Drive Houston Alt Last: Alt First: TX 77035 Mail Address: 10407 Willowgrove Drive Houston Day: (713) 829-3113 Alt: Email: TX 77035

Complaint Note: [Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPE plus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. The first bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak to question the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but I received no response to my questions. The next month, the energy only component of my bill was $0.069, and in my opinion that was a clear overcharge based on ERCOT MCPE rates at that time. I was disconnected without written notice one day after Glacial states I had received ample notice on a cell phone voice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I have been Entered: 11/3/2009 3:12:00 PM Entered By: ., Unknown

CUSTOMER PROTECTION DIVISION

Complaint

Normal

Monday, August 23, 2010 ON-LINE COMPLAINT FORM insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I again made a formal request for Glacial to investigate and report on our dispute, Glacial Energy again ignored my request and has refused to make an investigation that I thought was mandatory under PUC Rules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should make my complaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas from such predatory practices. Harrison Vickers

Entered: 11/3/2009 3:12:00 PM

Entered By: ., Unknown

CP2009110177_1008013578.txt From: Fraustro, Ronnie Sent: 08/23/2010 12:51 PM To: puccomplaints@puc.state.tx.us Subject: [Complaint No:CP2009110177] - Harrison Vickers: Attachments:

From: Harrison Vickers [ Sent: Friday, August 20, 2010 1:57 PM To: Fraustro, Ronnie Cc: 'Miguel Leman' Subject: Complaint No. CP 2009110177 Dear Mr. Faustro: I have received an e-mail from Mr. Miguel Leman at Glacier Energy that informs me that the PUCT has found my complaint to be without merit and dismissed it on 12/2/09. This is astounding to me because your investigation has never contacted me (I would appreciate a copy of any notice Mr. Leman says you sent me), and as far as I know, Glacial Energy has not submitted one line of defense to this complaint of fraud (not customer service). Please send me a copy of any findings you have made without an investigation, any final order you have issued on this complaint, and whether your order represents an exhaustion of administrative procedures. With best regards, I am Respectfully yours, Harrison Vickers Recipients: puccomplaints@puc.state.tx.us

Attachments:

Page 1

CP2009110177_1008014204.txt From: Fraustro, Ronnie Sent: 08/24/2010 08:53 AM To: Subject: [Complaint No:CP2009110177] - Harrison Vickers Attachments: CP2009110177_CoverSheet.pdf

DO NOT CHANGE THE SUBJECT LINE Reply to Email address : puccomplaints@puc.state.tx.us Respond only to complaint: CP2009110177 Please make the following update(s) to the subject file. Good Day Jessica, I received a message from one of your colleagues by the name of Adam Gusmann. He wanted to discuss this complaint. However, the return number he provided 202-421-4855 is not a working number. Just let him know that I did try to return his call this morning. Thanks! Ronnie Fraustro Phone number 512-936-7123 Recipients:

Attachments: CP2009110177_CoverSheet.pdf

Page 1

CUSTOMER PROTECTION DIVISION ON-LINE COMPLAINT FORM Investigator: Fraustro, Ronnie Date Pending: 11/25/2009 Complaint No: CP2009110177 Company: GLACIAL ENERGY OF TEXAS, INC. Complaint: Customer Service Service No:

Complaint
Customer: Last Name: First Name: Business: Date Closed: Date Received: Account No:

Normal
Tuesday, August 24, 2010

Vickers Harrison Vickers Power LLC 12/3/2009 11/3/2009

Spanish: No Service Address: 10407 Willowgrove Drive Houston Alt Last: Alt First: TX 77035 Mail Address: 10407 Willowgrove Drive Houston Day: (713) 829-3113 Alt: Email: TX 77035

Complaint Note: [Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPE plus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. The first bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak to question the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but I received no response to my questions. The next month, the energy only component of my bill was $0.069, and in my opinion that was a clear overcharge based on ERCOT MCPE rates at that time. I was disconnected without written notice one day after Glacial states I had received ample notice on a cell phone voice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I have been Entered: 11/3/2009 3:12:00 PM Entered By: ., Unknown

CUSTOMER PROTECTION DIVISION

Complaint

Normal

Tuesday, August 24, 2010 ON-LINE COMPLAINT FORM insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I again made a formal request for Glacial to investigate and report on our dispute, Glacial Energy again ignored my request and has refused to make an investigation that I thought was mandatory under PUC Rules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should make my complaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas from such predatory practices. Harrison Vickers

Entered: 11/3/2009 3:12:00 PM

Entered By: ., Unknown