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Barry T. Smitherman Rick PerryChairman Governor

Donna L. NelsonCommissioner

Kenneth W. Anderson, Jr.Commissioner

W. Lane LanfordExecutive 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 regardingyour utility company. The company is required to submit a formal response to theinvestigation within 21 days. Once we receive the response from the company, a CPDstaff 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 PublicUtility Commission toll-free through our Customer Assistance Call Center at 1-888-782-8477 and a staff member will be happy to assist you. You can also find valuableinformation 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 telephoneservice and electric service (in areas open to competition). The Public UtilityCommission has additional fact sheets available for Texas utility customers coveringtopics such as:

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topics such as:

MR HARRISON VICKERS

VICKERS POWER LLC

10407 WILLOWGROVE DRIVE

HOUSTON TX 77035

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______________________________________________________________________________________________________________________________

Public Utility Commission of Texas

12/3/2009

Mr. Harrison VickersVickers Power LLC10407 Willowgrove Drive

Houston, TX 77035

RE: Complaint # CP2009110177

Dear Mr. Vickers,

The office of the Customer Protection Division (CPD) has received a response from GlacialEnergy 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

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Mr. Harrison Vickers

12/03/2009Page 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

d i h i i i i i f h l f h i i i

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MR HARRISON VICKERS

VICKERS POWER LLC

10407 WILLOWGROVE DRIVE

HOUSTON TX 77035

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______________________________________________________________________________________________________________________________

Public Utility Commission of Texas

12/3/2009

Mr. Harrison VickersVickers Power LLC10407 Willowgrove Drive

Houston, TX 77035

RE: Complaint # CP2009110177

Dear Mr. Vickers,

The office of the Customer Protection Division (CPD) has received a response from GlacialEnergy 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

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Mr. Harrison Vickers

12/03/2009Page 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

d i h i i i i i f h l f h i i i

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CP2009110177_0911002041.txtFrom: Vorabouth, ManivoneSent: 11/04/2009 08:27 AMTo:Subject: [Complaint No:CP2009110177] - Harrison Vickers

Attachments: CP2009110177_CoverSheet.pdf

DO NOT CHANGE THE SUBJECT LINE

Reply to Email address : [email protected]

Respond only to complaint: CP2009110177

This email is to inform you that a customer has filed a complaint against yourcompany and that the PUC is currently beginning an investigation. According to PUCProcedural Rules, you must respond to this complaint within 21 days of the date ofthis Notice. Your complete response MUST include a copy of ALL documentary evidencerelied upon by the company to support its position in this matter. In the case ofan 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

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Complaint NormalCUSTOMER PROTECTION DIVISIONWednesday, November 04, 2009ON-LINE COMPLAINT FORM

., UnknownInvestigator: Customer:

11/25/2009Date Pending: VickersLast Name:

CP2009110177Complaint No: HarrisonFirst Name:

GLACIAL ENERGY OF TEXAS, INC.Company: Vickers Power LLCBusiness:

Customer ServiceComplaint: Date Closed:

11/3/2009Service No: Date Received:

Account No:

Spanish: No

Service Address: Mail Address:

10407 Willowgrove Drive 10407 Willowgrove Drive

Houston TX 77035 Houston TX 77035

(713) 829-3113Day:Alt Last:

Alt:Alt First:Email:

Complaint Note:

[Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPEplus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. Thefirst bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak toquestion 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 cellphone 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

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Complaint NormalCUSTOMER PROTECTION DIVISIONWednesday, November 04, 2009ON-LINE COMPLAINT FORM

have been insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. WhenI 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 PUCRules. Yesterday, I received an e-mail that indicated nothing would be done by Glacial and I should makemy complaint to the PUCT.I would like to be compensated for the overcharges, misrepresentations, and stressful treatment as a resultof Glacial Energy of Texas' misconduct and their repeated and deliberate refusal to follow the rules and thelaw. Inaddition, I am asking the Public Utility Commission of Texas to revoke the REP license it issued to GlacialEnergy of Texas in order to protect the people of Texas from such predatory practices.

Harrison Vickers


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CP2009110177_0912002537.txtFrom: Fraustro, RonnieSent: 12/03/2009 12:34 PMTo: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


Reply to Email address : [email protected] only to complaint: CP2009110177

This email is to inform you that this customer file has been closed by the CustomerProtection Division of The Public Utility Commission of Texas.

Recipients:

Attachments:CP2009110177_CoverSheet.pdfCP2009110177_0912002471.doc

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Complaint NormalCUSTOMER PROTECTION DIVISIONThursday, December 03, 2009ON-LINE COMPLAINT FORM

Fraustro, RonnieInvestigator: Customer:




Customer Service 12/3/2009Complaint: Date Closed:


Account No:

Spanish: No




(713) 829-3113Day:Alt Last:


Complaint Note:

[Company Contact: Customer has contacted company.] In July, 2009 I agreed to an arrangement of MCPEplus an adder of $0.0175 on a month-to-month basis with Tom Skupnjak of Glacial Energy of Texas. Thefirst bill had an energy only price of $0.079 which I thought was high, and I contacted Mr. Skupnjak toquestion the rate and the volume of usage. I was told to contact Customer Service at Glacial Energy, but Ireceived 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 wasdisconnected without written notice one day after Glacial states I had received ample notice on a cell phonevoice mail. I feel this was an abuse of power Glacial used to warn me to stop asking questions. I have been


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Complaint NormalCUSTOMER PROTECTION DIVISIONThursday, December 03, 2009ON-LINE COMPLAINT FORM

insulted by their sales staff, and offers to pay under protest have been ignored by Glacial. When I againmade 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 mycomplaint to the PUCT. I would like to be compensated for the overcharges, misrepresentations, andstressful treatment as a result of Glacial Energy of Texas' misconduct and their repeated and deliberaterefusal to follow the rules and the law. In addition, I am asking the Public Utility Commission of Texas torevoke the REP license it issued to Glacial Energy of Texas in order to protect the people of Texas fromsuch predatory practices. Harrison Vickers


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CP2009110177_0912017752.txtFrom: Fraustro, RonnieSent: 12/30/2009 11:37 AMTo:Subject: [Complaint No:CP2009110177] - Harrison Vickers

Attachments: CP2009110177_CoverSheet.pdf,CP2009110177_0912015794.pdf




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.pdfCP2009110177_0912015794.pdf

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Complaint NormalCUSTOMER PROTECTION DIVISIONWednesday, December 30, 2009ON-LINE COMPLAINT FORM







Account No:

Spanish: No




(713) 829-3113Day:Alt Last:


Complaint Note:



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Complaint NormalCUSTOMER PROTECTION DIVISIONWednesday, December 30, 2009ON-LINE COMPLAINT FORM




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CP2009110177_1008013575.txtFrom: Fraustro, RonnieSent: 08/23/2010 12:50 PMTo: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


Reply to Email address : [email protected] 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, thefile was forwarded for further review.

Ronnie Fraustro

Recipients:

Attachments:CP2009110177_CoverSheet.pdfCP2009110177_0912002471.doc

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Complaint NormalCUSTOMER PROTECTION DIVISIONMonday, August 23, 2010ON-LINE COMPLAINT FORM







Account No:

Spanish: No




(713) 829-3113Day:Alt Last:


Complaint Note:



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Complaint NormalCUSTOMER PROTECTION DIVISIONMonday, August 23, 2010ON-LINE COMPLAINT FORM




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CP2009110177_1008013578.txtFrom: Fraustro, RonnieSent: 08/23/2010 12:51 PMTo: [email protected]: [Complaint No:CP2009110177] - Harrison Vickers:

Attachments:

From: Harrison Vickers [Sent: Friday, August 20, 2010 1:57 PMTo: 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 methat the PUCT hasfound my complaint to be without merit and dismissed it on 12/2/09. This isastounding to me becauseyour investigation has never contacted me (I would appreciate a copy of any noticeMr. Leman says you

sent me), and as far as I know, Glacial Energy has not submitted one line of defenseto this complaint offraud (not customer service).

Please send me a copy of any findings you have made without an investigation, anyfinal order you haveissued on this complaint, and whether your order represents an exhaustion ofadministrative procedures.With best regards, I am

Respectfully yours,

Harrison Vickers

Recipients:l i @

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CP2009110177_1008014204.txtFrom: Fraustro, RonnieSent: 08/24/2010 08:53 AMTo:Subject: [Complaint No:CP2009110177] - Harrison Vickers

Attachments: CP2009110177_CoverSheet.pdf




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. Hewanted to discuss this complaint. However, the return number he provided202-421-4855 is not a working number. Just let him know that I did try to return hiscall this morning.

Thanks!Ronnie Fraustro

Phone number 512-936-7123

Recipients:

Attachments:CP2009110177_CoverSheet.pdf

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Complaint NormalCUSTOMER PROTECTION DIVISIONTuesday, August 24, 2010ON-LINE COMPLAINT FORM







Account No:

Spanish: No




(713) 829-3113Day:Alt Last:


Complaint Note:



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Complaint NormalCUSTOMER PROTECTION DIVISIONTuesday, August 24, 2010ON-LINE COMPLAINT FORM




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