Door-to-Door Energy Rep Saw Your Bill, and Your Supplier Changed
An energy salesperson asked to see your bill, and a supplier you never chose is now on it. How to switch back, get charges removed and file a complaint.
Look at the supply section of your latest electric or gas bill. If there is a company name there you have never heard of, and you remember someone at your door in a lanyard asking to “check your rate,” you may have been switched without meaning to agree. Here is how to undo it, and which parts depend on where you live.
Being switched to a different supplier without your permission is known as slamming. Your electricity or gas may still arrive through the same wires and pipes from your regular utility, so nothing seems different until the bill does. The rules differ from state to state, and the most detailed public guide we found comes from Ohio, so the examples below use Ohio’s. If you live elsewhere, your state’s utility commission will tell you what applies to you.
What the rep said, and what Ohio says should happen
| At the door | What Ohio Consumers’ Counsel says |
|---|---|
| “I’m with your utility” | Marketers must identify themselves as marketers, not as your utility or a government agency, and show valid photo ID |
| “I only need to see your bill” | Don’t share personal or account information unless you intend to switch suppliers |
| “Just say yes on this call” | Phone and door-to-door enrollments must be confirmed by an independent third party, and the marketer should not be there before, during or after that verification |
| “You have to decide today” | You are not required to open your door or make an immediate decision, and marketers must leave when asked |
| “There’s nothing to sign” | After you sign, the marketer must give you a copy of the contract and notify your utility within three to five days |
Ohio’s consumer advocate says you will receive a confirmation notice from your utility after a switch, and you can cancel within seven days without penalty. If you still have that letter and the time has not run out, cancel today and keep proof.
Step by step
- Find the supplier name and the start date on your bill. Compare your rate per kWh, or per therm for gas, with the bills before the switch.
- Call your utility using the number on your bill. Ohio’s guide says that is who to contact if you see a supplier you don’t recognize. Ask when the change happened, whether you can return to your previous service, and what the utility has on file.
- Ask the supplier for proof. Request a copy of the contract and any recording of your verification call. If you never agreed, say so in writing.
- Ask for charges to be removed. In Ohio, if you were slammed you can ask to go back to your original supplier and have switching charges removed, and you should not be charged penalties by the company that slammed you.
- File a complaint with your state’s utility commission.
Where to complain
| State | Contact |
|---|---|
| Ohio | Public Utilities Commission of Ohio, 1-800-686-7826 (toll-free in Ohio), Monday through Friday, 8 a.m. to 5 p.m., or the Help Center at puco.ohio.gov. Ohio Consumers’ Counsel: 1-877-742-5622 |
| Maryland | Maryland Public Service Commission, general toll-free line 1-800-492-0474. Its website links to a complaint page |
| Other states | Search for your state’s “public utility commission” or “public service commission” and use a .gov address. Your bill may list it too |
Include the rep’s name if you have it, the date they came, a description of what they said, any badge or company name on their clothing and copies of your before-and-after bills. If you think the rep pretended to work for your utility, make that the first sentence of your complaint. You can also send a report to ReportFraud.ftc.gov.
What about the money you overpaid?
The difference between your old rate and the new one can add up over a winter of heating bills, so make a simple table with each month’s usage and the two rates. Ask in writing for a refund of the difference. Ohio’s guide does not promise that refund, but it does say switching fees should be credited to your account. A commission complaint is the place to make the larger request, and we found no general rule that guarantees any particular result, so treat recovery as something you ask for and may need to pursue.
What if I signed something?
You may still have options. Ask whether the contract has an early termination fee, and whether it applies if you were misled about who the rep worked for. Write down what you remember now, while it’s still fresh. Be accurate, including about the parts where you did agree to something, since your complaint will carry more weight if it’s precise.
If you handed over your bill, the account number is exposed, and that is what an unwanted enrollment generally runs on. Ask your utility whether you can add a password or a block on your account to prevent supplier changes.
Other doorstep offers to watch for
Winter brings other visitors. A threat of shutoff unless you pay immediately is a different scam, and our guide to shutoff threats explains how to check with your utility. A contractor who says you booked a storm inspection you never asked for is covered in our roofer inspection guide.
Next time someone knocks
You can say this through the door: “I don’t discuss my utility account at the door. Please leave a card.” You are allowed to end the conversation there. If a rep says there’s a refund, a rebate or a mandatory program, your utility can confirm that with one phone call, at the number on your bill, before you show anyone anything.
A reader who lives with an older parent might also want to leave a note by the door with that sentence on it. Door-to-door marketers work a whole street at once, and a neighbor who was switched too can strengthen your complaint, so it is worth asking around.
Sources
- Ohio Consumers’ Counsel, Energy choice: know your rights
- Maryland Public Service Commission, Who to contact (electricity)
- FTC, ReportFraud.ftc.gov
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