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New York PSC Issues Show Cause Order To Multiple ESCOs & Brokers
The following story is brought free of charge to readers by VertexOne, the exclusive EDI provider of EnergyChoiceMatters.com
The New York PSC issued show cause orders to multiple ESCOs and energy brokers and consultants
For all orders described in this story, the order does not constitute final findings of facts or conclusions of law. All companies subject to an order have the opportunity to contest the allegations in the order
Several of the recurring or market-wide concerns alleged in the orders are summarized below
• Department of Public Service (DPS) Staff allege the use of AI voice replication for third party verification, allegedly by multiple entities
• DPS Staff alleges, "a larger systemic problem with tracking and compelling Energy Brokers and Energy Consultants to register in New York State," after multiple entities allegedly relied on subcontractors which were allegedly not registered as a broker or consultant, contrary to PSC order requiring the registration of any entity or person engaged in brokering/consulting, except where the entity or person is in their employers’ direct control (which is not the case for 1099 or contractors who, thus, must register themselves)
• Attempts at fictitious enrollments at ConEd in which a non-account holder submitted an online request to initiate service at premises where the existing customer of record had not affirmatively requested to close their account, and an ESCO enrollment for such new account was submitted
• DPS Staff alleged that there may have
been improper customer information sharing between ESCOs or Energy
Brokers or Energy Consultants working on behalf of ESCOs. Staff contends that such information sharing would benefit
sales agents who could earn commissions from multiple ESCOs.
The orders are also notable because they are believed to be the first substantive orders to show cause issued in New York against non-ESCOs (such as brokers and consultants) concerning alleged violations of the state's retail energy marketing rules, since the PSC's authority was expanded to include such non-ESCO marketers (prior administrative compliance issues, such as non-renewal or non-payment of broker registration fees, have occurred outside of formal orders). Previously, in PSC orders concerning alleged marketing violations, prior to the PSC's broker authority, for which an ESCO was ultimately alleged to have been responsible, the PSC could not take actions against the associated vendors alleged to have been responsible, etc.
The orders issued thus far are below (additional orders as expected after publication time)
Prime Time Marketing, LLC
Prime Time Marketing, LLC ("Prime Time") was directed by the New York PSC to show cause why the company's Energy Broker and Energy Consultant registration should not be revoked or why other consequences should not be imposed
In October 2025, Staff in the Department’s Office of
Investigations and Enforcement (OIE) initiated an investigation
into apparently improper mass market customer enrollments and
attempted enrollments in the service territory of Consolidated
Edison Company of New York, Inc. (Con Edison). Specifically, in
early October 2025, Con Edison informed Staff that it had
experienced an abnormal increase in online requests to initiate
service at premises where the existing customer of record had
not affirmatively requested to close their account. Con Edison
informed Staff that a third party may have used identifying
information for individuals who were not Con Edison customers to
start service in those individuals’ names. Con Edison stated
that this trend began in June 2025 and peaked in September 2025,
with requests continuing into 2026. Staff’s investigation into
these issues is ongoing.
The show cause order states, "Con Edison further informed Staff that, as of October
2025, accounts associated with more than 2,000 of these improper
start service requests also had Electronic Data Interchange
transactions indicating that an entity sought to enroll those
accounts with an ESCO, Verde Energy USA New York, LLC (Verde).
Verde appeared to be the primary ESCO connected to these
attempted enrollments."
Verde's response to such attempted enrollments is discussed further below in the Verde section of this story
As stated in the show cause order, Verde told the PSC that a
door-to-door marketer, Prime Time Marketing LLC
allegedly submitted customer enrollments to
Con Edison that consisted of certain imaginary or
‘made-up’ customer information in order to
fraudulently collect commissions from Verde.
DPS Staff alleged that Prime Time’s initial responses to data requests concerning such allegations indicated to Staff that Prime
Time used at least one subcontractor [Subcontractor 1]
In one instance, Staff alleged that Prime Time informed [Subcontractor 1] that Verde had been
unable to establish contact with any customer that [Subcontractor 1] signed up
in the last month, whether via phone or email.
Staff alleged that Prime Time also
stated in communication with a subcontractor, "that the compliance pictures of sales agents from the
last few months consisted of 'a selfy [sic] of them in front of
a home with no badge no nothing[.]'"
Staff alleged that, "on September 29, 2025, Prime Time
texted [Subcontractor 1] that [Subcontractor 1] sales agents were apparently using an
artificial intelligence (AI) program to conduct TPVs. Prime
Time relayed to [Subcontractor 1] that four different AI voices were being used among 20 sales agents. Staff reviewed several TPV
recordings produced by Prime Time that contain the same vocal
tone for every 'yes' that the customer is expected to recite
when enrolling on residential ESCO service. This suggests to
Staff that some enrollments or attempted enrollments with Verde
may, indeed, have been conducted with the assistance of AI."
Staff alleges that Prime Time apparently
violated the PSC's broker Orders by using a
subcontractor that Prime Time knew or should have known
was not a registered Energy Broker or Energy Consultant
The PSC's broker regulation orders require entities that are not within
their employers’ direct control to register with the Commission as a broker or consultant
if they perform activities covered by PSL §66-t (brokering or consulting).
Staff alleges various non-compliance by Prime Time due to the behavior described above of Prime Time's subcontractor
Further behavior alleged to have been committed by a subcontractor of Prime Time is described below in the Verde section of this story
Case 26-E-0522
Verde Energy USA
New York, LLC
Verde Energy USA
New York, LLC was directed by the New York PSC to show cause why the company's ESCO eligibility should not be revoked or why other consequences should not be imposed
Among other allegations, Staff alleged that Verde continued to use an energy consultant, Prime Time Marketing LLC ("Prime Time"), even though Prime Time’s
subcontractors were allegedly not registered with the PSC, in
alleged violation of PSC order
As summarized by the show cause order, DPS Staff alleged, "it appears that Prime Time [Prime Time Marketing LLC] informed Verde on
multiple occasions during 2025 that Prime Time was using 'teams'
or subcontractors to market to and attempt to enroll new
customers on Verde’s behalf. Prime Time identified these
'teams' by name and requested Verde’s assistance to approve
subcontractor access to Verde’s TPV system."
As summarized by the show cause order, Staff alleged, "Prime Time even provided names of some or all of these 'team'
members to Verde. However – based on the email correspondence
that Prime Time produced to Staff - it appears that Verde never
asked Prime Time or otherwise sought to confirm whether these
'teams' or 'team' members were registered Energy Brokers or
Energy Consultants with the Department."
Verde Energy was an ESCO to which fictitious enrollments in the ConEd territory were intended to be enrolled on, with such fictitious enrollments described further above in the Prime Time Marketing LLC section of this story
According to the show cause order, Verde said in response to an NOAV [Notice Of Apparent Violation] that, "[B]efore [Verde] was contacted by Con Edison in mid-
October, its internal monitoring determined that a
door-to-door marketer, Prime Time Marketing LLC
(‘[Prime Time]’), submitted customer enrollments to
Con Edison that consisted of certain imaginary or
‘made-up’ customer information in order to
fraudulently collect commissions from Verde. Verde
took immediate steps to investigate and terminate its
relationship with [Prime Time], and continues to
investigate the actions of [Prime Time]."
As summarized by the show cause order, DPS Staff alleged, "Verde ... emailed Prime Time about specific instances
of apparent non-compliance. For instance, a May 5, 2025 email
from Verde to Prime Time contends that Prime Time salespeople,
perhaps among other marketers, were not complying with Verde’s
internal uniform and badge standards, and that '[a]gents not in
compliance after grace period this week will face immediate
suspension.' Another recurring problem appears to relate to
TPV quality assurance. For instance, on April 14, 2025, Verde
emailed Prime Time and identified a certain sales agent who
'might be completing TPV enrollments himself.' Similarly, on
July 7, 2025, Verde informed Prime Time that another Prime Time
agent’s sales were all conducted 'with the same male voice
completing the TPV survey in Spanish, regardless of the customer’s gender.' In both cases, Prime Time represented to
Verde that these sales agents were removed from the campaign
almost immediately."
As summarized by the show cause order, DPS Staff alleged, "It appears that scale and severity of Prime Time’s
apparent compliance issues began to escalate in the autumn of
2025. On September 22, 2025, Verde informed Prime Time that
certain sales agents were not wearing uniforms in their
compliance selfies and that Verde had 'received complaints from
customers stating they never spoke with an agent.' Verde
warned Prime Time that its sales personnel could be at risk of
suspension if this practice continued. A few days later, on
September 26, 2025, Verde informed Prime Time that it was
deactivating 22 sales agents for 'not meeting our internal
quality standards.'"
The Verde order to show cause also addresses alleged interactions between Prime Time Marketing LLC and a sub contractor of Prime Time Marketing LLC which is identified by name in the order
The order to show cause alleges, "on September 29, 2025, Prime Time
texted [Subcontractor 1] that [Subcontractor 1] sales agents were apparently using an
artificial intelligence (AI) program to conduct TPVs. Prime
Time relayed to [Subcontractor 1] that four different AI voices were being
used among 20 sales agents. Staff reviewed several TPV
recordings produced by Prime Time that contain the same vocal
tone for every 'yes' that the customer is expected to recite at
certain points in the call when enrolling on residential ESCO
service. This suggests to Staff that some enrollments or
attempted enrollments with Verde may, indeed, have been
conducted with the assistance of AI."
The show cause order alleges, "On October 1, 2025, Verde emailed Prime Time that it
would be deactivating an additional 11 sales agents 'due to
their TPVs not meeting our internal quality standards.'"
As summarized in the show cause order, Verde in response to a Staff inquiry stated, "the alleged actions of [Prime Time] did not result
in any actual customer enrollments or switches (and no ‘real’
customer were even involved).'"
DPS Staff alleged that Verde has not provided complete information concerning enrollments, allegedly contrary to various provisions of the UBP which Staff argues requires such production
Staff alleged that Verde apparently violated
UBP Section 4.B.3, which Staff says requires that ESCOs must provide customer
verification records to Staff within five calendar days of such
a request. Staff’s October 21, 2025 information requests to
Verde sought, among other things, “[n]ew enrollment
documentation for every enrollment and attempted enrollment with
Verde" in Con Edison’s service territory from January 1, 2025,
to the present.
Staff alleged that, "Verde
only provided a spreadsheet detailing names and addresses
associated with 2,166 cancelled enrollments (i.e., attempted
enrollments) and only did so in response to the January 2026
OTSC [order to show cause], rather than the October 21, 2025 information requests."
DPS Staff alleged that Staff has not received from Verde
any "real" customer enrollment records, despite customer migration
data from Con Edison indicating that Verde enrolled retail
customers on electric and natural gas service in 2025.
DPS Staff alleged that Verde violated various provisions of the UBP concerning the provision of information to Staff and which require cooperation with Staff.
As summarized by the show cause order, Staff alleges as follows: "Staff further alleges that the Company’s apparently
incorrect statements on this topic indicate that the Company
committed a second violation of UBP Section 10.C.4.g, which
mandates that ESCOs cooperate with Staff in inquiries regarding
'deceptive marketing practices.' Verde insisted on multiple
occasions that it terminated its relationship with Prime Time in
October 2025 after the Company became aware of the improper
enrollment attempts. These statements appear to be misleading,
as: (1) Prime Time was ineligible to act as an Energy Broker and
Energy Consultant between October 3, 2025 (when Staff revoked
Prime Time’s eligibility) and November 13, 2025 (when Staff
issued a new eligibility letter to Prime Time) because of
actions taken by Staff, not Verde; (2) a Prime Time
representative provided a sworn statement that Verde never
officially terminated Prime Time as a marketer in New York
State; and (3) Verde attributed the February 2, 2026 customer
enrollment and related complaint to Prime Time."
DPS Staff also alleged that, as summarized in the show cause order, "It appears
that some customers were induced to enroll on Verde service
after sales agents misrepresented savings, and one customer was
apparently enrolled on Verde service despite a language barrier."
DPS Staff also alleged that, "multiple sales representatives working for or on behalf of
Verde apparently impersonated Con Edison employees".
DPS Staff also alleged that Verde violated various provisions of the UBP due to the alleged sales call described further below [in the Novel Link Services LLC section] and the alleged conduct in such call
Citing various allegations from consumer complaints, including alleged misleading
price representations, DPS Staff alleged, as summarized by the show cause order, as follows: "Staff has
identified multiple apparent compliance issues with Verde’s
telephonic enrollments. Specifically, Staff now contends that
the 'cold call' to a Staff member indicates that Verde is
apparently subject to consequences listed in UBP Section
2.D.6.b, pursuant to alleged compliance issues referenced in UBP
Sections 2.D.5.c, 2.D.5.m, and 2.D.5.n. Staff further contends
that Verde apparently violated UBP Sections 10.C.2.b, 10.C.4.a,
and 10.C.4.b. The number of alleged violations in just one call
indicates to Staff that Verde is using poorly trained personnel
to enroll customers. Concerningly, Verde’s representatives
appear to be using misleading marketing tactics and relaying
incorrect information to induce these enrollments."
Staff made allegations concerning Verde contract and enrollment documents provided to one customer as follows: "Staff is concerned by the documents Verde provided in its
response. Information in the signed sales agreement that
Verde provided is inconsistent with information found in both
the fixed-rate with a 5% cap natural gas home warranty product
and the fixed-rate 100% renewable electric product welcome
packages. The welcome letters for both products state that
the customer would receive '100% renewable energy at a very
competitive rate.' Staff contends that the reference to '100%
renewable energy' on a welcome letter for a natural gas
product is misleading and suggests that the Company may be
improperly referring to a natural gas product as 'green gas.'"
Staff alleged multiple instances in which the Verde product made reference to a '100% renewable energy'
natural gas product
As summarized in the show cause order, "Staff contends that Verde’s apparent violations were
not isolated events, but rather encompass numerous instances of
non-compliance that extend across the Company’s business
practices that may reflect a pervasive disregard of the UBP and
Commission orders."
Verde Energy provided the following statement to ECM concerning the matter: "Because this is a pending regulatory matter, Verde Energy has no comment at this time. We look forward to working collaboratively with the New York PSC to address the matter."
Case 25-E-0763
Star Light and Power LLC
Star Light and Power LLC was directed by the New York PSC to show cause why the company's ESCO eligibility should not be revoked or why other consequences should not be imposed
DPS Staff alleges that one or more of the individuals associated with SunSea
Energy LLC (whose New York ESCO eligibility was previously revoked and whose customers were ordered dropped to default service) and Star Light apparently created and sought eligibility
to do business as multiple other ESCOs in multiple states
As summarized by the show cause order, "Staff alleges that, by shifting ultimate responsibility between
several principals and addresses, this group of interconnected
ESCOs has apparently attempted to mislead regulators and
continue business practices that multiple states have determined
to be problematic."
As summarized by the show cause order, Staff alleged, "These entities appear to
have a concerning practice of attempting to continue their
operations by establishing new companies to serve the same
customer base whenever they encounter regulatory pressure that
places their reputation and potential profits at risk. These
pressures may include, but are not limited to, enforcement
proceedings and revocation or denial of eligibility. The
apparent attempts to continue operations in response to
regulatory actions – such as name changes – also seem calculated
to mislead Staff to think that Staff is reviewing purportedly
'new' ESCO applications, even though certain groups of
individuals working for or on behalf of these ESCOs apparently
remain consistent from one entity to the next."
Staff alleged that Star Light, or brokers/consultants on its behalf (described below), improperly used customer
data allegedly obtained from SunSea, which Staff described as Star Light's alleged "prior iteration", to enroll customers without authorization
Staff alleged, "as of January 31, 2025, SunSea had nearly 800
customers, while Star Light had 0 customers. Most SunSea
customers were transitioned back to utility service by June
2025. Shortly after that, Star Light experienced nearly exponential customer growth. By October 31, 2025, Star Light
had approximately 800 customers, while SunSea had 0 customers."
Staff alleged that it appears that
approximately half of Star Light’s customer base in Con Edison’s
service territory -- consisting of 366 out of 733 enrollments
provided to Staff -- previously received ESCO service through
SunSea.
Staff alleged that, as summarized by the show cause order, "Con Edison data indicates that all 366 of these
enrollments occurred between June 6, 2025, and August 19, 2025,
which is precisely when Star Light’s enrollment numbers began to
grow almost exponentially. These figures suggest to Staff that
Star Light (or KTS, as its Energy Consultant) did, in fact, rely
on a predetermined list of customers to enroll on Star Light
service shortly after SunSea dropped those customers back to
default Con Edison service."
Staff contacted 19 of the relevant customers
As summarized by the show cause order, Staff alleged, "In sum, all 19 customers whom OIE Investigators
successfully contacted, and who reviewed the handwritten Star
Light contracts purportedly in their names, indicated that the
signatures were not theirs."
As summarized by the show cause order, Staff alleged, "Customers identified other
issues with the sales agreements, including incorrect, reversed,
or misspelled names and the provision of phone numbers that were
old or not associated with them. In two instances, the
individual who allegedly signed the contract had passed away at
least a year prior to the date listed on the contract."
As summarized by the show cause order, Staff alleged, "upon hearing the TPVs associated with
their alleged contracts, several customers independently
informed OIE Investigators that the voice on the TPV sounded
like theirs, but that they had no recollection of a TPV call
ever taking place. One customer was concerned that artificial
intelligence (AI) could have been used to recreate their voice.
All customers with whom OIE Investigators spoke who heard the TPV recordings were shocked and in disbelief when they heard
what appeared to be their own voices, despite having no
recollection of those calls occurring."
Staff alleged dozens of instances of slamming by Star Light in light of the above
Staff also made note of a large number of customers that were switched to another ESCO shortly after being switched to Star Light
Staff alleged, "The
information Con Edison provided indicated that, of an actual
total of 51 customers who switched from Star Light to another
ESCO in June 2025, all but one of those customers (so 50
customers in all) switched from Star Light to Verde after
receiving Star Light service for only a month or two."
Staff alleged, "This suggests to Staff that there may have
been improper information sharing between ESCOs or Energy
Brokers or Energy Consultants working on behalf of ESCOs.
Staff contends that such information sharing would benefit
sales agents who could earn commissions from multiple ESCOs."
Staff also alleged that Star Light apparently failed to de-enroll low-income
customers in violation of the low-income order
Case 26-E-0520
PTM
Marketing & Consulting Inc.
PTM Marketing & Consulting Inc. was directed by the New York PSC to show cause why the company's energy consultant registration should not be revoked or why other consequences should not be imposed
In brief, DPS Staff has alleged slamming by PTM Marketing & Consulting Inc., and alleged that PTM Marketing & Consulting Inc. was using non-employee independent sales contractors who were not registered with the PSC, as is required by the PSC's broker regulation order
DPS Staff in a prior Notice Of Apparent Violation (NOAV) had alleged that PTM
Marketing & Consulting Inc. was, "engaging in misleading or
deceptive conduct".
Notably, PTM
Marketing & Consulting Inc. was alleged by two separate and non-affiliated ESCOs (both of whom are subject to show cause or similar proceedings) as the source for slamming and other complaints against such ESCOs. One of the ESCOs was All Choice Energy, LLC, with All Choice Energy, LLC, as summarized by DPS Staff, proactively terminating its relationship with PTM
Marketing & Consulting Inc. after All Choice Energy, LLC began receiving an
increase in slamming complaints.
The PSC said in the show cause order that DPS Staff alleged that All Choice Energy, LLC specifically identified PTM
Marketing & Consulting Inc. as the third-party marketer for 16 complaints that the Department had received.
The PSC said in the show cause order that DPS Staff alleged that seven complaints associated with another ESCO, Verde Energy USA New York, LLC (Verde), also identified PTM
Marketing & Consulting Inc. as the marketer for the enrollments.
The PSC represented as follows in summarizing a reply to the NOAV from PTM
Marketing & Consulting Inc. ("PTM"): "PTM also stated that its 'field representatives who performed marketing activities on behalf of All Choice and Verde were engaged as independent contractors.' PTM claimed that these independent contractors executed a Marketing Standards Agreement - which purportedly prohibited misleading or deceptive conduct and required strict adherence to the UBP – before those independent contractors could conduct any marketing activities. The Company also disclaimed any responsibility for these independent contractors, stating that PTM 'cannot be held categorically responsible for alleged independent contractor misconduct that contravened its own compliance framework[.]'"
The PSC represented as follows in summarizing a reply to the NOAV from PTM
Marketing & Consulting Inc. ("PTM"): "PTM further claimed that, with the exception of one individual, none of the representatives who worked on the All Choice marketing campaign remained 'affiliated with or engaged with PTM in connection with any commercial ESCO product or service in New York.'"
According to the show cause order, DPS Staff also alleges that PTM
Marketing & Consulting Inc. apparently violated PSC order by using independent contractors that PTM
Marketing & Consulting Inc. knew or should have known were not registered Energy Brokers or Energy Consultants.
The PSC said that its prior orders, "required entities that are not within their employers’ direct control to register with the Commission if they performed activities covered by PSL §66-t."
Notably, the PSC also said, "Although not the subject of the instant Order to Show Cause, all PTM independent contractors who performed work covered by PSL §66-t are also subject to monetary penalties because they apparently failed to register with the Commission."
As summarized in the show cause order, DPS Staff said that PTM
Marketing & Consulting Inc.'s various agreements and filings, "suggest[] to Staff that PTM may have misled Verde about its reliance on independent contractors by attesting to only use W2 employees."
As summarized in the show cause order, DPS Staff alleged, "PTM ultimately produced, among other things, an In-Person Marketing & Sales Services Agreement between PTM and Verde and its affiliates, effective August 21, 2024. In that contract, PTM, as the Broker, 'affirm[ed] that ... in New York, all persons that Broker use[d] for sales or consulting for energy services hereunder [were] W2 employees of Broker.' PTM also produced a completed New York New Broker Rules Certification, dated August 23, 2024, in which PTM’s principal 'affirm[ed] that all persons working for Broker to market or sell energy services in New York [were] W2 employees of Broker.' However, consistent with PTM’s prior statements, there is no indication in the Compliance Package that PTM ever had W2 employees, as PTM only produced agreements and W9 forms for independent contractors. This suggests to Staff that PTM may have misled Verde about its reliance on independent contractors by attesting to only use W2 employees. Staff alleges that this apparent representation to Verde is further indicia that, at a minimum, PTM is not forthcoming about its business operations."
Case 26-M-0519
KTS Energy LLC
KTS Energy LLC was directed by the New York PSC to show cause why the company's energy consultant registration should not be revoked or why other consequences should not be imposed
DPS Staff alleges that KTS Energy slammed potentially hundreds of customers to ESCO Star Light and Power LLC, using information from what DPS Staff alleges was a prior iteration of Star Light and Power LLC (namely, ESCO SunSea
Energy LLC), whose ESCO eligibility was previously revoked (further described above in the Star Light and Power section)
As summarized by the show cause order, Staff alleged, "It appears that KTS improperly used customer data obtained from Star Light’s prior iteration as SunSea to enroll former SunSea customers without their knowledge or consent."
Staff investigators spoke with 19 of the allegedly slammed customers, with one customer raising the spectre of the use of AI voice copying to commit slamming
As summarized by the show cause order, DPS Staff alleged, "all 19 customers with whom OIE Investigators met, and who all reviewed the handwritten Star Light contracts purportedly in their names, indicated that the signatures were not theirs. Many customers stated that they had never heard of Star Light and insisted that they only received energy service from Con Edison. Customers identified other issues with the sales agreements, including incorrect, reversed, or misspelled names and the provision of phone numbers that were old or not associated with them. In two instances, the individual who allegedly signed the contract had passed away at least a year prior to the date listed on the contract."
The show cause order further states, "Notably for present purposes, upon hearing the TPVs associated with their alleged contracts, several customers independently informed OIE Investigators that the voice on the TPV sounded like theirs, but that they had no recollection of a TPV call ever taking place. One customer was concerned that artificial intelligence (AI) could have been used to recreate their voice.
All customers with whom OIE Investigators spoke who heard the TPV recordings were shocked and in disbelief when they heard what appeared to be their own voices, despite having no recollection of those calls occurring."
Case 26-M-0521
Novel Link Services LLC
Novel Link Services LLC was directed by the New York PSC to show cause why the company's energy consultant registration should not be revoked or why other consequences should not be imposed
Note that the PSC's order erroneously describes the company at certain points as Novel Link Solutions LLC [sic]
As summarized by the order to show cause, DPS Staff alleged, "a member of [DPS] Staff who resides in the service territory of Niagara Mohawk Power Corporation d/b/a National Grid (National Grid) received an unsolicited 'cold call' from an individual who introduced himself as [Rep #1] and stated that he was calling from 'the New York Energy Choice ... Department.' [Rep #1] claimed that the Staff member was eligible to receive an energy rate cheaper than their current utility supply rate. [Rep #1] apparently was already in possession of the Staff member’s National Grid account number and recited that number to Staff member."
As summarized by the order to show cause, DPS Staff alleged, "The Staff member was then transferred to another individual, [Rep #2]. [Rep #2] similarly represented that he was from 'the Energy Choice Program from the State of New York.' When the Staff member further inquired with [Rep #2] about the name of the company with which he claimed to be associated, [Rep #2] changed his answer and instead stated that he was calling from 'Pick and Save.' [Rep #2] subsequently disclosed to the Staff member that Verde was the company with the supposedly cheap energy supply rate. However, [Rep #2] denied that he was calling from Verde, stating, 'we represent many suppliers, our job is to get you the best rate with one of the suppliers.'"
As summarized by the order to show cause, DPS Staff alleged, "[Rep #2] then stated that he needed to read the Staff member certain guidelines before proceeding. After a pause, [Rep #2] then re-introduced himself, asked if he was speaking with the Staff member, and recited guidelines associated with a Verde enrollment, despite previously denying that he worked for Verde and representing that he worked for 'the Energy Choice Program from the State of New York' or 'Pick and Save.' "
After completing a TPV, Staff alleged, as summarized by the show cause order, "Several days later, the Staff member received electric and natural gas agreements from Verde. These agreements were incorrectly addressed to the Staff member’s daughter, who is not associated with the Staff member’s utility account and has not resided at the Staff member’s address for more than ten years. Novel Link is listed as the Energy Broker/Energy Consultant in the welcome letters for both agreements, not 'the New York Energy Choice ... Department,' 'the Energy Choice Program,' or 'Pick and Save.'"
As summarized by the show cause order, "Staff contends that Novel Link apparently violated UBP Sections 10.C.2.b and 11.E.1.c.ii by failing to disclose to the Staff member that Novel Link was representing Verde. Instead, Novel Link informed the Staff member that Novel Link was associated with 'the New York Energy Choice ... Department,' 'the Energy Choice Program,' and 'Pick and Save,' and represented – without any point of comparison - that Verde had the best rates."
As summarized by the show cause order, "Staff alleges that Novel Link apparently violated UBP Sections 10.C.4.b and 11.E.1.e.ii, which prohibit ESCOs, Energy Brokers, and Energy Consultants from 'mak[ing] false or misleading representations including misrepresenting rates or savings offered by the ESCO' and 'mak[ing] false or misleading representations including misrepresenting rates or savings of certain energy products and services,' respectively. Here, it seems that Novel Link sales agents claimed – apparently without any proof - that the Staff member was eligible to receive an energy rate cheaper than their current utility supply rate, and that the Staff member had a 'high rate on the gas bill.' Given that the Staff member had both electric and natural gas supply rates in the preceding six months that was significantly lower than the fixed-rate offers they received (no higher than $0.08404 per kWh for electric supply through National Grid compared to $0.1629 per kWh through Verde, and no higher than $0.40203124 per therm for natural gas supply through National Grid compared to $1.029 per therm through Verde), this representation appears to be false."
As summarized by the show cause order, "Staff contends that Novel Link’s apparent violations were not isolated events, but rather encompass numerous instances of non-compliance that extend across the Company’s business practices that may reflect a pervasive disregard of the UBP and the Commission’s orders."
Novel Link Services LLC provided a statement concerning the matter to ECM, which is provided in full below
Among other things, Novel Link Services LLC says that allegations concerning enrollments at ConEdison from October 2025 occurred before Novel Link Services LLC began operating in New York in December 2025, and said that the order errs in linking Novel Link Services LLC to any alleged broader pattern based on such October 2025 activity from another marketer. Novel Link Services LLC notes that only a single sale at NiMo is identified as associated with Novel Link Services LLC.
Novel Link Services LLC's full statement is below:
"Novel Link Services LLC is aware of the New York Public Service Commission’s Order to Show Cause and is reviewing the matter with counsel. The Order contains preliminary allegations and expressly states that it does not constitute final findings of fact or conclusions of law. Novel Link has been afforded an opportunity to respond and is conducting a comprehensive internal investigation.
"It is important to distinguish the separate matters referenced in the Order. The Commission’s broader investigation began in October 2025 and concerned allegedly improper Con Edison accounts. Novel Link was not conducting New York sales at that time and did not begin operating in the state until December 2025. The single Novel Link solicitation identified in the Order occurred on December 16, 2025, involved a National Grid account, and did not result in a completed customer switch or identified financial harm.
"The Order does not allege that Novel Link originated or submitted the Con Edison accounts, nor does it identify additional Novel Link customer interactions involving similar conduct. Accordingly, the current record does not support characterizing this single National Grid incident as part of a broader pattern involving Con Edison accounts from a period before Novel Link began operating in New York.
"Novel Link does not authorize representatives to imply affiliation with a government agency or utility, obscure the identity of an energy supplier, or make unsupported representations regarding rates or savings. The alleged conduct would be contrary to Novel Link’s policies, training, and ordinary business practices.
"Novel Link is reviewing the relevant recordings, enrollment records, training materials, personnel records, and supervisory controls. We take consumer protection and compliance with New York’s Uniform Business Practices seriously and intend to cooperate fully with the Commission. Because the regulatory proceeding and our internal investigation remain ongoing, we will provide our complete response through the appropriate process and respectfully decline to speculate beyond the facts currently available.
"For accuracy, the company’s correct legal name is Novel Link Services LLC, not Novel Link Solutions LLC."
--- Statement from Novel Link Services LLC
Case 26-M-0523
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