Arcadia Reviews (%countItem)
Arcadia Rating
Address: 555 11th St NW Frnt 4 Fl 4, Washington, District of Columbia, United States, 20004-1326
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My regular utility bill is taken out every month around the 14-16th. Arcadia took the money out on November 2nd. I said alright that’s fine and I let it go. Then I received a notification that my bill was due on the16th from my normal utility company. Arcadia power was supposed to be handling my bill. I called my regular power company they said that no money has been received by then for my bill. I cancelled my account with Arcadia power and they have never refunded me or reached out about lying about paying my energy bill. BEWARE. Arcadia power scammed me out of $167. they never sent the information over to ***. I’m furious and outraged.
Thank you for bringing ***’s complaint to our attention, we appreciate her concerns and hope to be able to resolve them by clarifying our billing process and timeline. ***’s payment to *** through Arcadia Power has posted and her account has been canceled so no future payments will be withdrawn. *** joined Arcadia Power in October 2019, we sent an email welcoming *** to Arcadia Power and and giving instructions on billing including the estimated first bill date, a reminder to pay the existing balance, and to turn off any automatic payments existing with the utility. We sent *** a statement on 10/23/19 informing her that her statement was ready and we would withdraw the funds three days later, *** chose to delay the payment to 11/2/19. We sent her an updated statement to confirm the payment had been delayed and reflect the updated withdraw date of 11/2/19. On 11/2/19 we started processing ***’s payment, it was approved and we sent it to ***’s utility, ***. As ***’s enrolled with a checking account, the funds do take days to process with the bank and do not post instantaneously to the utility website as they must process through *** as well. In addition, this process can be delayed due to national holidays such as Veteran’s Day. We have informed *** that we anticipated the payment to post on or before the due date of 11/14/19 and can now confirm *** has received the payment as of 11/13/19. We appreciate that it can be concerning to not immediately see the payment reflected, and have an article on our support center to clarify the process. https://support.arcadiapower.com/hc/en-us/articles/***-When-do-you-send-my-payment-to-my-utility-We have reached out to *** to explain her statement, our billing timeline, and when her payment would post and to confirm that her account has been closed per her request. Should *** or the Revdex.com wish to discuss this further we can be reached at ***.
I'm thankful I can tap into solar power from my apartment by using the nearby solar farm in Schatigcoke. It's so cool that I can use the energy created from their solar panels without having my own. It's been a good experience for me.
After the first month, June 2019, my electric company and Arcadia both billed me... I called Arcadia and they kindly walked me through what happened, so I called Natl Grid to cancel my auto pay w/d which they didn't do when I notified them of my SUPPLIER change to Arcadia in June.
From some of the reviews I've read, I understand there's frustration in switching anything... but Arcadia has been helpful in explaining when I call, and friendly.
Also, this is not an MLM. The credit they offer to refer friends is a way of sharing this opportunity with others and getting a gift/credit back for doing so. Credit I've received for referring friends, I have sent to support a missionary friend in Uganda to help get water to the village! I live on a strict budget, the credit allowed me to give to them. I think the referral credit is a fun way to be creative in paying the credit forward and giving to people who have greater needs than I do. I am blessed! Nancy D
Hi Nancy,
Thank you so much for you lovely review, for referring friends to Arcadia Power, and paying it forward! We’re happy to hear that you’ve had a good experience with our Community Solar and Smart Rate programs and that our Member Experience Team has walked you through any questions. As your energy advocates, that’s exactly the experience we want to give all our members. A clean energy future is only possible with our members like you!
I'm thankful I can tap into solar power from my apartment by using the nearby solar farm in Schatigcoke. It's so cool that I can use the energy created from their solar panels without having my own. It's been a good experience for me.
After the first month, June 2019, my electric company and Arcadia both billed me... I called Arcadia and they kindly walked me through what happened, so I called Natl Grid to cancel my auto pay w/d which they didn't do when I notified them of my SUPPLIER change to Arcadia in June.
From some of the reviews I've read, I understand there's frustration in switching anything... but Arcadia has been helpful in explaining when I call, and friendly.
Also, this is not an MLM. The credit they offer to refer friends is a way of sharing this opportunity with others and getting a gift/credit back for doing so. Credit I've received for referring friends, I have sent to support a missionary friend in Uganda to help get water to the village! I live on a strict budget, the credit allowed me to give to them. I think the referral credit is a fun way to be creative in paying the credit forward and giving to people who have greater needs than I do. I am blessed! Nancy D
Hi Nancy,
Thank you so much for you lovely review, for referring friends to Arcadia Power, and paying it forward! We’re happy to hear that you’ve had a good experience with our Community Solar and Smart Rate programs and that our Member Experience Team has walked you through any questions. As your energy advocates, that’s exactly the experience we want to give all our members. A clean energy future is only possible with our members like you!
Entered email and power company login information thinking I was just getting information and prices. Turns out it full blown switched my provider and. Knowing what I know now about this company I do not want to take part, I have emailed and called to cancel but yet neither option has seemed to cancel this so called account I created.
Thank you for bringing Ms.’s complaint to our attention, to clarify Ms.’s account with Arcadia Power has already been closed and her supplier was never switched but we are happy to address her concerns. Ms. created an account on 10/18/2019 at 4:55pm and requested her account be closed via email that same day at 5:26pm. At 6:03pm that same day we replied to Ms. confirming her account with us has been closed. We were unable to find a record of Ms. calling from the number provided via the Revdex.com. While Ms. joined Arcadia Power’s Smart Rate program where we look for a lower rate per kWh on her behalf by connecting her login with Central Maine Power, as her account was only active for a little over an hour Ms.’s supplier was never switched.For the reference of Ms. and the Revdex.com we have attached the email correspondence in question. Should Ms. or the Revdex.com wish to discuss this further we may be reached at ***.
I saw an ad on facebook for arcadia power offering a $25 target gift card if you create an arcadia power account. I did so and the company refuses to give the said gift card. I have screenshots of the advertisement and have emailed them to customer support but they still refuse to give what they promised.
Thank you for bringing Mr.’s complaint to our attention, we’re more than happy to address Mr.’s concerns and provide instructions on how to obtain the gift card. To clarify, all Arcadia Power promotions in question require enrolling in our Bill Pay program, we’re happy to honor any promotion Mr. has seen so long as he meets the requirements. Mr. joined Arcadia Power using the referral link of another Arcadia Power member, ***. Mr. expressed that he did not want to enroll using Mr.’ promotion code. Our agent offered Mr. a $25 account credit instead upon completing their account as the easiest way of ensuring they received a promotion for joining as Mr. had not started an account with the Target promotional link.We are happy to send Mr. a $25 gift card upon his enrollment in our Bill Pay program, we have reached out to Mr. to address his questions and provide instructions on joining our Bill Pay program. Should Mr. or the Revdex.com wish to discuss this further we can be addressed at
I received my electric bill upon looking at my bill I noticed a charge from a company called Think Energy. I never signed up for it nor did I give them permission to slam my account. Called AEP and they state I had to give permission for this to happen. I NEVER GAVE PERMISSION!!!
Thank you for bringing Mr.’s complaint to our attention we are happy to explain our Smart Rate program and hope to address any of Mr.’s concerns. Mr. joined Arcadia Power on 5/13/2018 and enrolled in our Smart Rate program (originally called Price Alerts) where we search for a lower supply rate per kWh for our members. On 1/15/2019 and 1/30/2019 we sent Mr. an email giving him the opportunity to opt out of participating in this program. We also sent an email alerting Mr. on 8/06/2019 that we had found him a lower rate per kWh and would be switching him to the new rate. As we did not hear from Mr. we switched him to a third party supplier at a lower rate per kWh than he was currently paying according to our records. For the reference of Mr. and the Revdex.com we have attached the emails in question. As Mr. requested his account be closed, we have started the un-enrollment process and Mr. will be returned to AEP Ohio as his supplier. There is no fee associated with canceling an Arcadia Power account or unenrolling from our Smart Rate program. Should Mr. or the Revdex.com wish to discuss this further we can be reached at ***.
Terrible company. Worst customer service. Expect to be double charged. Don't expect to save money. What you can expect is a charged up talk off that Arcadia feels clears them of any wrong doing. They do not work hand in hand with your local power company. They just pass the buck back and forth. Don't sign up for this companies service. You will loose time and money.
Hi Jaylene,
We understand your frustration and are sorry that you didn’t have a positive experience as an Arcadia Power member. While we’re not able to give specific account details in a public forum, it sounds like you have some questions about how we interact with your electric utility. You’re right that we don’t have a direct relationship with any utility, we act as a utility bill management platform where we pass on your utility’s charges and find ways to help you support clean energy and sometimes ways to save. As you’re still a customer of your utility, we may point you to them directly for specific questions or situations as they’re still determining your bill each month. We’re sorry for any confusion or difficulty that might have caused. If you have any other feedback or questions we’d love to hear from you if you reach out to us at ***.
Dre Terrion,
We’re very sorry to hear that you did not enjoy your experience as an Arcadia member. While we’re not able to discuss account specifics in public space to protect your privacy, it looks like you’ve been in contact with our Member Experience team but if you have any remaining questions or concerns please reach out to [email protected] and we’d be happy to assist you further.
Terrible company. Worst customer service. Expect to be double charged. Don't expect to save money. What you can expect is a charged up talk off that Arcadia feels clears them of any wrong doing. They do not work hand in hand with your local power company. They just pass the buck back and forth. Don't sign up for this companies service. You will loose time and money.
Hi Jaylene,
We understand your frustration and are sorry that you didn’t have a positive experience as an Arcadia Power member. While we’re not able to give specific account details in a public forum, it sounds like you have some questions about how we interact with your electric utility. You’re right that we don’t have a direct relationship with any utility, we act as a utility bill management platform where we pass on your utility’s charges and find ways to help you support clean energy and sometimes ways to save. As you’re still a customer of your utility, we may point you to them directly for specific questions or situations as they’re still determining your bill each month. We’re sorry for any confusion or difficulty that might have caused. If you have any other feedback or questions we’d love to hear from you if you reach out to us at ***.
Dre Terrion,
We’re very sorry to hear that you did not enjoy your experience as an Arcadia member. While we’re not able to discuss account specifics in public space to protect your privacy, it looks like you’ve been in contact with our Member Experience team but if you have any remaining questions or concerns please reach out to [email protected] and we’d be happy to assist you further.
Arcadia has collected money from me for energy services but refuses to acknowledge a credit I have with ***. They quote from a fabricated Excel bill and tell me I do not have a credit. They have taken money from my account, when I do not have current charges for energy. This company was quoted by *** from *** as being a scam. She directed me to close the acct and to file a dispute with my credit card company to get my money returned. Arcadia sent an email with a fake Excel bill attached (*** from Excel stated it was NOT an Excel bill). I want other consumers to know this company is scamming people.
Thank you for bringing ***’s complaint to our attention, we’re sorry to hear that she was not satisfied with our billing program but we are happy to provide an explanation of our charges as there appears to be a disconnect. *** joined Arcadia Power on 4/20/2017, we began managing her utility bills and payments. *** would pay Arcadia Power and we would pay ***’s utility (***) on her behalf. *** issued a statement for $121.72 9/26/2019 for usage from 8/26/19-9/25/19, Arcadia Power then generated a statement accordingly and passed on the charges to ***. Arcadia Power’s statement was sent on 10/3/2019 and the payment was withdrawn on 10/06/2019. The payment from Arcadia Power posted to *** on 10/08/2019. If *** believes she was owed a credit by *** and it was not issued, they may be reached at .For ***’s and the Revdex.com’s reference, I’ve attached screenshots of the amount due to *** and the record of Arcadia Power’s payment posting. I’ve also attached the statement in question, which was generated and issued by ***. If there is any question to the validity of this statement, *** is more than welcome to have a representative of *** contact us at with any questions.We have reached out to *** via email with information regarding these charges and our billing process. Should ***, ***, or the Revdex.com with to discuss this further we can be reached at [email protected] or .
Arcadia Power is a scam. ***. had multiple accounts with Arcadia Power since January 6, 2015. Although he lived in Ohio, the solar panels and wind energy were located out of state. He was paying MORE for electricity once his Arcadia Power accounts were activated than previously, with solely the ***. account.
The ***., which services northeast Ohio, said, “there were no solar panel/wind energy associated with this account- ever.” No savings were applied to his utility account. He paid for anticipated savings he never received.
J.B. was an elderly, handicapped veteran with multiple health challenges. When he died suddenly, I inherited his home, along with the solar panels/wind energy from Arcadia Power. Arcadia Power refuses to refund the value on the remaining terms; rather, I was told to open an account and transfer services by providing my bank account or credit card numbers. They refuse to provide any more information on J.B.’s account. He paid for services for up to 120 months!
Don’t let Arcadia Power continue to hurt more victims.
Thank you for bringing ***’s complaint to our attention, we are happy to address her concerns and explain how she can receive the solar savings. To clarify, the panels purchased are a subscription to future savings based on monthly solar production, we cannot liquidate the assets as the monthly savings depend on future production. *** is more than welcome to take advantage of these savings as soon as she creates an Arcadia Power account which she may do so at no cost to her. We are unable to apply Arcadia Power account savings without an Arcadia Power account. It appears the original account in question was voluntarily enrolled in our 100% Wind Energy program, this is an optional program which is solely an environmental benefit and an additional monthly cost of 1.5c per kWh. The savings from the solar panels were applied monthly to the Arcadia Power account and not the utility account so First Energy would not see any solar production or savings on their end. All of our members who join have the option to participate in various programs, some are an additional cost and some are free. These options, pricing, and terms are laid out to every member upon enrollment and are a personal choice depending on each member’s preferences and priorities. Information on the location of our solar projects and wind farms we purchase from are readily available to all our members. For reference, I’ve liked or attached Arcadia Power’s General Terms of Service, Solar Terms of Service, and past emails with ***. General Terms: https://legal.arcadiapower.com/Solar Terms: https://legal.arcadiapower.com/?contractType=solar
Should *** wish to create an account to receive these savings she may do so at any time. Otherwise, should *** or the Revdex.com wish to discuss this further we may be reached at .
I signed up for Arcadia Power, which included giving them access to my online account with my electricity provider. I was then able to look into the program more closely, and realized what a horrible idea it was and deleted my account. Then, I changed the password to my electric provider account. Very soon after I received an email from my electricity provider saying my account was temporarily suspended because of too many failed login attempts. I had not tried to log in. I have had access issues for months that I thought I finally resolved a week ago. This morning I was locked out of my account again. I never had this problem before Arcadia Power, I believe they are still trying to access my information after my account was deleted.
Not that it matters, but my electric provider has just been terrible with getting my account username and email changed... I have been trying to just change it but they seem not to be able to. However, I shouldn't have to do it in the first place.
Thank you for bringing ***’s complaint to our attention, we are sorry to hear that he has had difficulty accessing his account with *** but we can confidently say that Arcadia Power has not attempted to access ***’s account as his account was closed in April 2019. We suggest *** reach out directly to his utility with any questions or concerns about accessing his profile with them as Arcadia Power has not attempted to access ***’s profile with them in six months. *** can be contacted directly at . We also suggest *** evaluate his password managers, a historically stored login could also account for the difficulties reported. We wish *** the best in resolving this issue and should *** or the Revdex.com wish to discuss this further we can be reached at .
I got a email about needing payment information. I only looked into the service to see my billing not to my an account and sign up for anything I tried to connect them through email and it wouldn't go through at all. I domt want to change my power company
Thank you for bringing ***’s complaint to our attention, we’re sorry to hear that *** is not interested in joining Arcadia Power and will immediately proceed with closing the account she started. We are also happy to explain how our program works and provide the contact information for Arcadia Power. To clarify, joining Arcadia Power does not change anyone’s utility provider as we are an online utility bill management platform. If *** chose to join our program, she would have provided a method of payment and paid Arcadia Power directly for any charges issued by *** Florida while we made sure at least 50% of her electricity is matched with wind energy. As requested, have closed ***’s account and sent a confirmation email including our contact information should she have questions regarding Arcadia Power. Should *** or the Revdex.com wish to discuss this further we can be reached at [email protected] or .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Arcadia Power seems to be sending letters to people who are not eligible for their program. They claim in their correspondence people are eligible when they are not. They state that I am “guaranteed” community solar savings. After they tell you that you are not eligible, they request your support. Just be aware that because they claim you are eligible doesn’t mean you are!!
Thank you for bringing Mr.’s complaint to our attention, we’re happy to address his concerns and explain how we send information regarding Arcadia Power to prospective members. We send information to prospective members based on zip code, we recently sent information to those in Ameren’s service territory regarding a new program we offer to residential customers in the area. Zip codes are the as granular as we are able to be to send this information, in unique cases there are overlapping utilities in a particular zip code.While Mr. does not qualify this specific program, he is more than welcome to still participate in Arcadia Power. We have reached out to Mr. via email to explain how he can still participate in Arcadia Power. Should Mr. or the Revdex.com wish to discuss this further we can be reached at 866-526-0083.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have very much appreciated the service Arcadia provides and have never had any issues with them. They’ve saved me money, and I’ve never paid a dime more than I would with my normal energy provider, this over a year in! Very different from the other sleazy and manipulative energy companies out there.
Hi Jordan,
Thank you so much for your kind review, and as your energy advocate that's exactly the experience want our members to have! The energy market is hard to navigate and we try and make it as easy as possible to save money and support renewable energy.
Thanks for being a member, we couldn't do it without people like you!
I have very much appreciated the service Arcadia provides and have never had any issues with them. They’ve saved me money, and I’ve never paid a dime more than I would with my normal energy provider, this over a year in! Very different from the other sleazy and manipulative energy companies out there.
Hi Jordan,
Thank you so much for your kind review, and as your energy advocate that's exactly the experience want our members to have! The energy market is hard to navigate and we try and make it as easy as possible to save money and support renewable energy.
Thanks for being a member, we couldn't do it without people like you!
I constantly received the emails from this company to sign up with offers, for example receiving $50 *** for logging into their website and paying one electric bill through them. I did it and gave them my eversorce account # without knowing they are selling my information to another company, ***, which became the third party supplier on my account since July 2019. I realized this when I saw "***" on my *** bill on August 2019. I then called *** and *** and eventually figured out it is Arcadia Power did this without my authorization. I called Arcadia Power and told them it is like identity theft. The agent closed my account right away. I also asked her about the $50 *** offer. She said that it needs me to pay my bills through their website. However, as she closed my account, I cannot pay through their website any more. Also, in September, my *** bill still has "***" as the supplier.
Thank you for bringing ***’s complaint to our attention we are happy to explain our Smart Rate program, promotion policies, and address any concerns. *** joined Arcadia Power on 03/02/2018 and enrolled in our Smart Rate program where we search for a lower supply rate per kWh for our members.*** joined this program by providing us with the login credentials for their online *** profile. We sent an email on 6/18/2019 to let *** know we’d found a lower rate per kWh for supply, should *** wished not to participate they could have unenrolled at anytime on their Arcadia Power dashboard. For reference, I have attached the email sent on 6/18/2019. On 8/20/19 *** called in requesting their account be closed and be unenrolled from *** as their supplier. Our agent closed the account and started the unenrollment process for *** that same day, as the unenrollment started in late August the September bill would still have Think as a supplier for the services provided before unenrolling. It appears that *** created not one but two accounts with Arcadia Power one with the email address ***@***.com which had an *** login attached and one with ***@***.com which did not have a login with *** attached. The account created with ***@***.com received an email for a $50 *** Gift card if they finished attaching the login credentials and a method of payment. To qualify for this gift card, members had to complete their account by August 31st. Had *** completed their account by August 31st we would have sent the $50 gift card. I have attached the email in question here as well for the reference of *** and the Revdex.com. While this promotion has expired, Arcadia Power is happy to honor it if *** wishes to complete their account, I have reached out with instructions via email should they wish to join our Bill Pay program.Should *** or the Revdex.com wish to discuss this further we can be reached at .
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
The business manipulate the fact of this offer. First, as I mentioned, the term and condition of offer they said to me (which is also attached with this complaint) is "In order to qualify for Arcadia Power’s *** promotion, you must sign up to pay your utility bill through Arcadia Power. Promotions are fulfilled within 30 days of enrollment and requirements must be met at the time of ordering. We are unable to order a promotion for a closed account. This offer cannot be used with any other promotion unless specifically noted." It does not say with solar panel is not eligible for this offer.
Second, the link at "https://support.arcadiapower.com/hc/en-us/articles/***-What-if-I-have-my-own-solar-panels-" is about sign up to be a member, which is completely different from the offer. It says "We still have a few options for you to become a member, depending on your utility provider and your type of solar billing." So if I have a solar panel, it should prevent me from being a member in the first place. However, I have already been a member and now they still tried to sign me up to a wind Energy program which I still be their member. So why I cannot be a member then they should not let me become wind energy program either.
Also, I looked at my offer which is not $50 *** Gift card, which is indeed $50 Statement credit, which I can pay my *** bill for. Please send me $50 check for it.
Again, if on my next *** bill, there is any related fee because I was enrolled into wind energy program without my consent. All the additional fee needs to be refunded back to me.
As I mentioned, I am submitting the complaint to Department of Energy for your misdemeanors of manipulating my account to sign up different program without my consent.
Regards
We are sorry to hear that *** is not satisfied with our response and empathize that it must be confusing that they do not qualify for Arcadia Power’s Bill Pay program but were able to participate in Smart Rate. As *** has lingering questions to their participation in Smart Rate I have attached a record of the terms of service along with a record of their agreement and enrollment. While this promotion is reserved for people who have joined Arcadia Power’s Bill Pay or Evergreen program, as a sign of good faith we are happy to issue a check of $50 for the hardship felt through this experience. We will send a separate email with details on how they can expect this credit.
As always, should *** or the Revdex.com wish to discuss this further we can be reached at .
I unfortunately just tried to do a price simulation, get to know more on the Arcadia website, and an account was created. I am an AEP customer and do not want changes in any way to my AEP account. I need to cancel this Arcadia account that was created immediately. I already tried unsuccessful email and phone cancellation. The account was created on 08/24/2019, and I need to cancel.
Thank you for bringing ***’s complaint to our attention, we can report that ***’s account has already been closed after receiving his initial request. *** contacted Arcadia Power via email on Saturday the 24th at 6:40 PM, which is outside of our business hours (weekdays 9am-5pm eastern). However, our team does monitor voicemails and emails during the weekends and ***’s account was closed on Sunday the 25th at 2:20 PM eastern. *** should have a confirmation email (attached) confirming that his account with Arcadia Power has been closed and no changes will be made to his AEP account.Should *** or the Revdex.com wish to discuss this further we can be reached at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Arcadia Power works exactly as intended. It has paid all my electric bills on time while purchasing 50% in wind energy offset REC's. It costs absolutely nothing. I also purchased a virtual solar panel through their community solar program. In states that have deregulated electricity, they will automate the process of searching for cheaper rates for you. I don't see any reason not to use Arcadia Power.
www.arcadiapower.com/referral/?promo=tj3228
Arcadia Power works exactly as intended. It has paid all my electric bills on time while purchasing 50% in wind energy offset REC's. It costs absolutely nothing. I also purchased a virtual solar panel through their community solar program. In states that have deregulated electricity, they will automate the process of searching for cheaper rates for you. I don't see any reason not to use Arcadia Power.
www.arcadiapower.com/referral/?promo=tj3228
First complaint: My wife accidentally signed up for this service. She received a referral email and entered her email and my electricity login information - thinking she was just going to review the price. Apparently, at that time she agreed to Arcadia Power's terms of service, which authorizes them to switch my electricity provider. Clearly, they need to be more up-front with customers about what they are signing up for.
Second (more significant) complaint: I am on the only one listed on my electric bill. My wife is not listed on the bill. She is not authorized to take actions on the account. I was notified by my electric company that a change had been made to my electricity provider. I made a few calls and found out that the change had been done by Arcadia Power. A little more digging and I found out my wife had logged into their system a few months previously, as explained above. However, THE MOST CONCERNING ASPECT of this process was that when I called Arcadia to make sure they stopped making changes to my electricity bill - again, I being the only person on my bill - they refused to even give me details until my wife contacted them, authorizing them to make the change. They would not budge on this. Eventually, I had my wife contact them and they canceled the service. But that should not have been necessary. What if my wife and I were separated? Would I be unable to cancel the service changed made in my name? What if she were unavailable - say travelling somewhere incommunicado. Would I have had to wait until her return to stop changes affect my bill? What if hacker *** from Ukraine had stolen my account information and signed up for this service (which, again, lacked any confirmation of my identity beyond my electric company login)? Would we need Sven's confirmation to cancel the service?
Arcadia's service simply lacks the necessary controls to ensure they protect their customers (or supposed customers). Utility billing is a sensitive issue. We're talking about potentially a matter of whether or not a customer has power in their home. Arcadia obviously does not have a way of knowing whether they are making authorized changes to customer power plans, and they are unwilling to rectify issues that arise.
This was a clear violation of my privacy. They were making changes to a bill that it is MY responsibility to pay, that, if I didn't pay it, would probably affect MY credit score, yet they would not allow me to make any changes. They should have either (1) properly verified my identity when my wife signed up for the service, like one would have to for a credit card application perhaps, or (2) immediately canceled service when I - again, the responsible party on the bill - asked them to do so.
This is another example of Internet-based start ups playing fast and loose with customer privacy!
Thank you for bringing ***’s complaint to our attention as we take security very seriously at Arcadia Power and hope to be able to address ***’s concerns and explain our security policy. Like many companies, our security policy dictates that we only discuss or make adjustments to an account by the request of the individual who enrolled with Arcadia Power in order to protect our member’s privacy, contact information, and to prevent unwanted changes to their account. Members can permit others to discuss or make changes to an account after contacting us. We apologize for any inconvenience this may have caused ***.As *** has since authorized *** to discuss the account we are happy to answer his questions here. *** enrolled in our Smart Rate program on January 18th 2019 when she connected her utility login credentials to our platform, on July 24th we sent *** an email (attached) to inform her we found her a lower rate per kWh. Our records indicate this email was opened by *** on the same day. As there were no charges issued by Arcadia Power and ***’s was placed on a rate of 6.5c per kWh rather than 6.7c per kWh offered by ***’s utility there are no charges to refund. ***’s account has now been canceled and she has been returned to her utility as her supplier. Should . or *** or the Revdex.com wish to discuss this further we can be reached at .
We are sorry to hear that *** is not satisfied with the response and empathize how this can be confusing. We are happy to address his concerns further and hope to come to a resolution but as a reminder, *** is completely off any other supply rate and his utility account is returned back to its original status. We understand that *** is requesting a credit. After reviewing his account extensively, we have noted to both Revdex.com and to *** that he actually saved roughly $1.03 through ***'s rate, which was lower than his rate had he had these supply charges issued by ***. Additionally, we understand that *** would like us to amend the charges on his *** account. We are unable to retroactively change his *** account, nor do we believe that *** can do this or that it would be any benefit to *** as he would end up paying more if he did. However, *** is more than welcome to work with *** directly and contact us if this was doable and we will comply as needed.While the Garbarinos' enrollment in our Smart Rate program ultimately saved them money, we do understand ***'s was unhappy with his experience and has spent a great deal of time addressing it. While we cannot credit him for his *** charges or his savings, we are willing to go beyond the original request to issue a credit of $50 for the hardship *** has felt through this experience as a show of good faith. We will send *** a separate email with details on how we he can expect this credit via mail check.As always, should . or *** or the Revdex.com wish to discuss this further we can be reached at .
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards