Bc Products Co Llc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

At Green Mountain Energy, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:Brief description of complaintMs. [redacted] complaint against Green Mountain Energy...

Company (GMEC) concerns increased invoicing for the previous three billing periods for electric service at [redacted].HistoryGMEC’s records indicate that Ms. [redacted] service account at [redacted] has been active with GMEC since February 7, 2014.  Ms. [redacted] account was enrolled on GMEC’s Pollution Free plan which includes a CenterPoint Energy Charge of $0.164716 for the months May – October, a CenterPoint Energy Charge of $0.150516 for the months November – April, and a monthly base charge of $0.00.  This is a month-to-month variable price plan with no Early Cancellation Fee.On June 13, 2017, an invoice for $307.68 was sent for the billing period of May 9, 2017, 2017 through June 8, 2017 (1,673 kWh) with a Current Charges of $307.68. On July 7, 2017, Ms. [redacted] contacted GMEC concerning the high invoice.  GMEC confirmed that the increased invoice was a result of increased usage and the price plan for the account.  GMEC offered available price plans to update to and Ms. [redacted] declined.   On July 13, 2017, an invoice for $529.58 was sent for the billing period of June 8, 2017 through July 10, 2017 (2,796 kWh) with Current Charges of $514.20 and a Late Payment Penalty of $15.38. On July 21, 2017, GMEC received notification that a switch request from another retail electric provider (REP) was received at [redacted] effective July 21, 2017 resulting in the closure of Ms. [redacted] account.  On July 25, 2017, Ms. [redacted] contacted GMEC concerning the high invoice.  GMEC confirmed that increased invoicing was a result of increased usage for the account.      Later on July 25, 2017, a final invoice for $748.43 was sent for the billing period of July 10, 2017 through July 21, 2017 (1,190 kWh) with a Balance Forward of $529.58 and Current Charges of $218.85. ResolutionGMEC has invoiced Ms. [redacted] account in accordance with the Terms of Service, EFL and the meter readings for the premise provided by CenterPoint Energy (CNP).  CNP is the entity responsible for reading Ms. [redacted] meter and delivering accurate meter reads to GMEC for billing.  On August 18, 2017, a GMEC representative contacted CNP to verify the readings submitted for the disputed billing periods of May 9, 2017 through July 21, 2017.For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m.[redacted]Customer Support[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]At Green Mountain Energy Company, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:IssueMs....

[redacted] complaint against Green Mountain Energy Company (GMEC) concerns an unauthorized switch of her electric service account at [redacted] to GMEC. Ms. [redacted] states that she spoke with a GMEC representative to inquire about rates and the GMEC representative processed a switch request without her authorization. Ms. [redacted] is requesting to receive written confirmation of the cancellation of the switch request.HistoryAfter researching this complaint GMEC has concluded the following:  Our records indicate that on November 30, 2015, GMEC received a request to enroll the electric service for Ms. [redacted] via an electronic tablet enrollment at a H.E.B. storefront retail location effective within the next 5 business days.  Ms. [redacted] provided her date of birth and Social Security Number as authorization for the switch.  An enrollment order confirmation email was sent to [redacted] on November 30, 2015 which included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document.  At the time of enrollment, the electric service address at [redacted] could not be located in the retail market and a request was submitted to further research Ms. [redacted] service address in order to complete her enrollment. Later on November 30, 2015, Ms. [redacted] contacted a GMEC representative and requested to cancel the request to enroll the electric service at [redacted] and stated that she did not authorize the enrollment request. The GMEC representative advised Ms. [redacted] that the address could not be located in the retail market and her enrollment request would not complete.On December 2, 2015, a GMEC representative cancelled the request to research Ms. [redacted] service address in order to complete her enrollment.ResolutionGMEC apologizes for any confusion or inconvenience these proceedings may have caused Ms. [redacted].  A review of Ms. [redacted] account determined that a valid switch request was received from Ms. [redacted]; however, due to the inability to locate the address in the retail market, the enrollment request did not complete. Ms. [redacted] does not have an account with GMEC. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support[redacted]

At Green Mountain Energy, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings: Brief description of complaintMs. [redacted] complaint against Green Mountain...

Energy Company (GMEC) concerns a switch request to GMEC without her authorization.HistoryOn August 2, 2017, GMEC received a request to enroll the electric service at [redacted] with GMEC effective August 3, 2017 and the request was processed.  Ms. [redacted] provided her date of birth, driver’s license number and electronic signature as authorization for the switch.  An Electricity Enrollment-Letter of Authorization Confirmation email was sent to sarah.[redacted] providing Ms. [redacted] with a copy of her signed authorization to switch her electric service to GMEC and included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document; Letter of Authorization Confirmation, online authorization, Terms of Service and EFL attached. Later on August 2, 2017, Ms. [redacted] contacted GMEC stating that her account had been switched without authorization; therefore at that time, a request was processed to investigate the account. On August 3, 2017, a request was sent through the retail market requesting that the previous REP at [redacted] re-gain the electric service as of the date of loss.  The previous REP agreed and the process to reinstate Ms. [redacted]’s account completed on August 15, 2017 retroactively effective August 4, 2017. ResolutionGMEC apologizes for any miscommunication or inconvenience these proceedings may have caused Ms. [redacted].  A review of Ms. [redacted]’s account determined that GMEC received a valid agreement to enroll the electric service account at [redacted] effective August 3, 2017.  Once GMEC was aware of Ms. [redacted]’s intention to remain with her previous REP, GMEC took appropriate action to ensure that her account was closed as requested. Ms. [redacted]’s GMEC account is closed with a zero balance.A GMEC representative attempted to contact Ms. [redacted] regarding Revdex.com Case #[redacted], but was unsuccessful.For additional questions or concerns regarding this complaint, please contact me at [redacted].[redacted]Customer Support

Green Mountain Energy Company’s Response to Revdex.com Case #[redacted] At Green Mountain Energy Company, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings: Issue...

Mr. [redacted] complaint against GMEC concerns a collection agency correspondence he received for the electric service at [redacted]. History On August 30, 2013, GMEC received notification of a new enrollment request at [redacted] resulting, in the closure of Mr. [redacted] account effective August 30, 2013. On October 28, 2013, a final notice for $33.05 was sent to [redacted] due by November 11, 2013. Full payment for the past due balance did not post to Mr. [redacted]’s account; therefore, the account balance was referred to a collection agency on March 26, 2014. Resolution GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. [redacted].  A review of Mr. [redacted]’s account determined that GMEC did not receive the final payment of $33.05; therefore, the account was submitted to Collections in accordance with his Terms of Service.  At this time, no billing adjustments are warranted.  On April 22, 2016, a GMEC representative contacted Mr. [redacted] and advised that GMEC’s record does not reflect a payment of $33.05 received for the electric service address at [redacted].  Mr. [redacted] advised he would fax over his financial institution statement reflecting the payment of $33.05 posting to his GMEC account. On April 26, 2016, GMEC received documentation from Mr. [redacted].  The documentation received was not a financial institution statement; therefore, could not be used to research the missing payment.  At that time, a GMEC representative contacted Mr. [redacted] and advised that a financial institution statement was needed to initiate an investigation for the missing payment.                 Mr. [redacted] then advised he would have his wife to resend the documentation. Later on April 26, 2016, Ms. [redacted] contacted GMEC refusing to send over a financial institution statement.  At that time, Ms. [redacted] was advised without proper documentation the missing payment could not be researched. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted] Customer Support [redacted]

Green Mountain Energy Response to Revdex.com Case # [redacted] Rebuttal 1

Green Mountain Energy Response to Revdex.com Case # [redacted]At Green Mountain Energy, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings: IssueMr. [redacted]...

complaint against Green Mountain Energy concerns a collections balance for the electric service at [redacted]. HistoryOn January 23, 2014, an invoice for $133.63 was sent for the billing period of December 20, 2013 through January 21, 2014 with Current Charges of $133.63.On January 30, 2014, Mr. [redacted] contacted GMEC and requested to cancel the electric service account effective February 1, 2014. On February 10, 2014, a Final Invoice for $170.64 was sent for the final billing period of January 22, 2014 through January 31, 2014 with a Previous Balance of $133.63 and Current Charges of $31.94.On March 3, 2014, a Final Notice for $170.64 was mailed to [redacted].  This notification advised that if final payment is not received, the outstanding account balance may be submitted to a debt collection agency on March 13, 2014.The outstanding balance of $170.64 was referred to collections on June 15, 2014.On September 26, 2017, GMEC received notification that the account was settled with a payment of $85.32 resulting in $0.00 balance.ResolutionGMEC apologizes for any inconvenience these proceedings may have caused Mr. [redacted]; however, GMEC believes that the necessary actions taken were appropriate.  GMEC sent a final invoice to [redacted] and the balance was not satisfied; therefore, Mr. [redacted] account was sent to collections.  As previously stated, GMEC received notification that the account was settled with a payment of $85.32 resulting in $0.00 balance. A request was sent to the collection agency to confirm the status of Mr. [redacted] closed account was submitted to any credit reporting agency.    Thanks,[redacted] Thanks, [redacted]
[redacted]

Tell us why here...Green Mountain Energy’s Response to Revdex.com Case #[redacted]
At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:...


Issue
Ms. [redacted] complaint against GMEC concerns the volume of Low Balance Alert emails received for her service address at [redacted].
History
On November 11, 2016, GMEC received an online request from Ms. [redacted] requesting to enroll the electric service at [redacted] effective November 18, 2016. Ms. [redacted] enrolled in GMEC's Pollution Free Power As You Go (Variable) plan. The term of this plan is month to month and it has no Early Cancellation Fee. Additionally, Ms. [redacted] opted to enroll the account on the automatic credit card payment option. An email confirmation was sent to Ms. [redacted] at [redacted] on November 11, 2016 confirming her enrollment request which included links to the “Your Rights as a Customer” document, Terms of Service, Electricity Facts Label (EFL) and Prepaid Disclosure Statement.
The Terms of Service advises that GMEC will communicate account information including current balance and Low Balance Alerts.
On November 20, 2016, a Low Balance Alert was sent to Ms. [redacted] stating that her account had a balance of $27.16 and advising that GMEC estimates less than 7 days of usage remaining before the electric service is disconnected.
Subsequent, Low Balance Alerts were sent from November 28, 2016 through January 5, 2017.
Resolution
A review of Ms. [redacted] account determined that she was notified in accordance with the Terms of Service. Although Ms. [redacted] enrolled her account on the automatic credit card payment option authorizing GMEC to reload her account each time the credit balance reached a $10.00 threshold,
GMEC will communicate account information including current balance and Low Balance Alerts
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
[redacted]

Green Mountain Energy’s Response to Revdex.com Case #[redacted]
At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms....

[redacted] states that a GMEC sales representative provided misleading information in an effort to switch her cable services.
In review, GMEC’s records does not reflect an active account for Ms. [redacted].
Resolution
GMEC apologizes for any miscommunication or confusion Ms. [redacted] may have experienced.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted] Customer Support
713-488-8614

[redacted] Mountain Energy Company’s Response to Revdex.com Case # [redacted]
At [redacted] Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our...

findings:
Issue
Ms. [redacted]’s complaint against [redacted] Mountain Energy Company (GMEC) concerns misinformation provided to her in regards to transferring her Lite-Up Texas discount from her previous retail electric provider (REP) to GMEC.
History
On June 28, 2016, Ms. [redacted] contacted GMEC and requested to switch her electric service account at 1[redacted] to GMEC effective July 5, 2016. Ms. [redacted] agreed to enroll in the GMEC Pollution Free e-Plus 6 Preferred plan, a 6 month term plan with a $100.00 Early Cancellation Fee. During the call, Ms. [redacted] inquired about the Lite-Up Texas discount and she was advised that the discount would transfer to her account with GMEC. Ms. [redacted]’s switch completed on July 5, 2016.
On July 8, 2016, an invoice for $4.55 was sent for the billing period of July 5, 2016 through July 6, 2016.
On July 12, 2016, Ms. [redacted] contacted GMEC regarding the status of the Lite-Up Texas discount for her account and to advise that the discount did not appear on her July 8, 2016 invoice. At that time,
Ms. [redacted] was advised that it could take 1-2 billing cycles for her Lite-Up Texas discount to apply to her account after switching her electric service to another REP. Additionally, a request was processed to investigate Ms. [redacted]’s account regarding the Lite-Up Texas discount and she was provided with a resolution timeframe of 10 business days.
On July 16, 2016, a review of Ms. [redacted]’s account determined that the Lite-Up Texas discount could not be applied for July 2016 because Ms. [redacted]’s switch completed after the information was sent to SOLIX for discounts to process in July; however, Ms. [redacted]’s account does qualify for the Lite-Up Texas discount for August 2016.
Resolution
A review of Ms. [redacted]'s account determined that GMEC acted appropriately based on the terms and conditions of the Lite-Up Texas discount program. Based on Ms. [redacted]’s switch completion date, her account did not qualify for the July 2016 Lite-Up Texas discount because the information was sent for processing in June 2016
Ms. [redacted] was contacted on August 3, 2016 and provided with details regarding the status of her Lite-Up Texas discount. Ms. [redacted] was advised that she will receive her discount on the next invoice in August 2016. Additionally, Ms. [redacted] was advised to contact GMEC if her discount is not listed on her next invoice.
[redacted] Customer Support
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted]At Green Mountain Energy Company, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:IssueMr....

[redacted]’s complaint against Green Mountain Energy Company (GMEC) concerns misinformation provided by a GMEC door-to-door sales representative about the price plan he was offered.  Mr. [redacted] states that a GMEC door-to-door sales representative advised him that switching to GMEC would result in lower costs than his previous retail electric provider (REP). Mr. [redacted] states that the switch to GMEC has resulted in higher costs than his previous retail electric provider. Mr. [redacted] is requesting to cancel the price plan without penalty.HistoryAfter researching this complaint GMEC has concluded the following:  Our records indicate that on July 6, 2015, GMEC received an enrollment request from Mr. [redacted] via a door-to-door sign up.  Mr. [redacted] agreed to switch his electric service account at [redacted] to GMEC.  Mr. [redacted] agreed to enroll in the GMEC Solar Spark 24 Select plan with a $100.00 Promotional Incentive bill credit. The term of this plan is 24 months and it has a $200.00 Early Cancellation Fee.  Mr. [redacted] was provided terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the GMEC door to-door sales representative on July 6, 2015.  Mr. [redacted]’s switch completed July 6, 2015.  Multiple contacts from Mr. [redacted] were received August 13, 2015 through October 5, 2015 disputing the terms of the price plan and a cancellation fee assessed by his previous REP. Mr. [redacted] also requested to cancel the switch and return the electric service to his previous REP.  GMEC representatives advised Mr. [redacted] that GMEC is not responsible for his previous REP’s cancellation fee and he has been invoiced in accordance with the price plan. The GMEC representatives also advised Mr. [redacted] that the account will incur an Early Cancellation Fee of $200.00, if he switches the electric service to another REP. On October 6, 2015, GMEC received notification that the electric service account at 5509 Bobolink was switching to another REP effective October 6, 2015.On October 9, 2015, a final invoice for $372.46 was sent for the final billing period of September 15, 2015 through October 6, 2015. This invoice included an Early Cancellation Fee of $200.00.Multiple contacts from Mr. [redacted] were received October 14, 2015 through November 24, 2015 disputing the Early Cancellation Fee. An investigation was submitted to review his account. A GMEC representative determined that during the enrollment call, Mr. [redacted] was disclosed all pricing information on the GMEC Solar Spark 24 Select price plan; therefore that account was invoiced correctly, in accordance with his Terms of Service and EFL. Mr. [redacted] was advised that the Early Cancellation Fee is valid.ResolutionGMEC regrets any miscommunication Mr. [redacted] may have experienced; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service and EFL.  We have addressed Mr. [redacted]’s door-to-door sales representative issues with sales management.  As part of training and company policy, all sales agents are required to provide accurate information when selling to potential customers.  All agents have been reminded of this.  We work hard to ensure that our sales, customer service practices and personnel properly provide accurate information and meet high standards for quality, courtesy and professionalism whether those programs are conducted with GMEC employees or third-party contractors.  As a courtesy, a request was submitted to waive the Early Cancellation Fee of $200.00. Mr. [redacted] will receive a corrected final invoice. Multiple attempts to contact Mr. [redacted] to provide an update were unsuccessful.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted] Customer Support[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case #[redacted]
At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our...

findings:
Issue
Mr. [redacted]’s complaint against Green Mountain Energy Company (GMEC) concerns the completion of service initiating at [redacted].
History
After reviewing this complaint GMEC has concluded the following: Mr. [redacted] has been served by GMEC at [redacted] since August 29, 2015.
On October 26, 2015 an invoice for $64.63 was sent for the billing period of September 23, 2015 through October 22, 2015 with Current Charges of $42.33, a Disconnect Notice Fee of $20.00, a and Late Payment Penalty of $ 2.30.
On November 16, 2015, a disconnection notice for $64.63 was sent with a due date of November 30, 2015.
On November 24, 2015, an invoice for $110.06 was sent for the billing period of October 22, 2015 through November 20, 2015 with Current Charges of $22.31, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $3.12 and a Previous Amount Due of $64.03.
After a Disconnection Notice was sent to Mr. [redacted] on November 16, 2015 due by November 30, 2015 was left unpaid, a disconnect order was sent to on December 2, 2015 which completed on December 2, 2015. Because the Disconnection Notice amount remained unpaid, a move-out request due to non-payment was sent to Oncor Electric Delivery Company (Oncor).
December 21, 2016, GMEC received notification of a new enrollment request at [redacted], resulting in the closure of [redacted]’s account effective December 21, 2015.
On December 22, 2015, a payment of $110.06 was processed using GMEC’s online account management (OAM), which posted to Mr. [redacted]’s account and was applied to the invoice sent on November 24, 2015.
On December 23, 2015, a final invoice for $34.14 was sent for the final billing period of November 20, 2015 through December 21, 2015 with Current Charges of $9.19 and a Disconnect Request Fee of $25.00 due by January 8, 2016.
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. [redacted]. GMEC’s records do not reflect a request to initiate service at
[redacted].
If Mr. [redacted] would like to initiate electric service at [redacted], he would need to contact the customer service center at 1-866-785-4668 to process a move-in order.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: Me and [redacted] (person assigned to resolve this matter) spoke, she requested more documentation, other than what I and the bank have provided. Two of the companies managers' have spoken with the bank managers as noted on my Green Mountain account. My response was delayed due to waiting on the Corporate Office response on getting the documents of my account that the electric company now request.  I have been told by the bank and my lawyers that this is another stalling tactic that they are attempting, so that they will not have to credit the account. The investigation department of J.P. Morgan Chase (My bank), the managers, and two Directors of their corporate office has assured me and my lawyers that Green Mountain has all the information they need to credit my account.
Regards,
[redacted]

Tell us why here...Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. [redacted] and we understand Ms. [redacted]’s concerns regarding the payment of $119.62 posting to her electric service account.
While we understand Ms. [redacted]’s concerns regarding the unapplied payment. Ms. Ms. [redacted]’s account has been invoiced in accordance with her Terms of Service.
Ms. [redacted] should check her bank statement to verify if the funds were credited back. If she does not see the funds credited to her account, she will need to open an inquiry with her online bill pay customer service so they can research to determine where the funds are.
For any additional questions about this concern, please contact me at 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

Complaint: [redacted]
I am rejecting this response because:I would like to reopen the investigation into my complaint. I haven't heard back from the business since the last message that was sent and I haven't received my check in the mail either.
Regards,
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case #[redacted]
At Green Mountain Energy Company, we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our findings:
Issue
Ms....

[redacted] complaint against Green Mountain Energy Company (GMEC) concerns an unauthorized switch of her electric service account at [redacted] to GMEC. Ms. [redacted] states a GMEC representative advised her daughter that she could get a cheaper rate and the GMEC representative processed a switch request without her authorization. Ms. [redacted] is requesting to cancel the switch request.
History
After researching this complaint GMEC has concluded the following: Our records indicate that on December 23, 2015, GMEC received a request to enroll the electric service for Ms. [redacted] via an electronic tablet enrollment at a H.E.B. storefront retail location effective within the next 5 business days. Ms. [redacted] provided her date of birth and Social Security Number as authorization for the switch. An enrollment order confirmation email was sent to [redacted], on December 23, 2015, which included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document.
On December 24, 2015, Ms. [redacted] contacted GMEC and requested to cancel the request to enroll the electric service at [redacted] and stated that she did not authorize the enrollment request and her request was processed.
Resolution
GMEC apologizes for any confusion or inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted] account determined that a valid switch request was received; however, due to the request to cancel the switch, the enrollment request did not complete.
A GMEC representative attempted to contact Ms. [redacted] regarding her concern however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of Ms. [redacted] account if needed.
Ms. [redacted] does not have an account with GMEC.
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
[redacted] Customer Support
[redacted]

Green Mountain Energy Company (GMEC)’s Response to Revdex.com Case #
[redacted]At GMEC, we take complaints very
seriously.  We always appreciate hearing from our customers and want to
ensure their concerns are addressed.  Please see below for a summary of
our findings: IssueMr.
[redacted]’s...

complaint against GMRC is in regards to a deposit refund.  Mr. [redacted] states that he cancelled his
service on November 16, 2015 and GMEC has yet to refund his deposit of
$279.00.  Mr.
[redacted] is requesting a refund of his deposit and further assistance in this
matter.HistoryAfter
researching this complaint we have concluded the following:  Our records indicate Mr. [redacted] began service
with GMEC on December 1, 2014 at [redacted].  At the time of Mr. [redacted]’s enrollment a
$279.00 security deposit was required to initiate service with GMEC. On
November 14, 2015, GMEC received notification that the electric service at [redacted]was switching to another retail electric provider
(REP) effective November 16, 2015.  As a
result, Mr. [redacted]’s $279.00 security deposit (plus accrued interest) was applied to his
remaining GMEC account balance, leaving a credit balance on $225.38.  ResolutionGMEC regrets
any inconvenience these proceedings may have caused Mr. [redacted].  Account records reflect that on December 16,
2015, a request was processed to refund the remaining credit balance of $225.38
and a refund check will be sent to Mr. [redacted]’s mailing address of [redacted]
[redacted]Multiple attempts to contact Mr. [redacted] have
been unsuccessful; however, voice mail messages were left.  For any additional questions about this concern, please contact me
at the number below. I’m available Monday through Friday from 9 a.m. to 5
p.m.  [redacted]Customer Support [redacted]

At Green Mountain Energy Company, we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:IssueMs. [redacted] complaint against Green Mountain Energy Company (GMEC)...

concerns the accuracy of her electricity service usage and the terms of the price plan for her electric service account. Ms. [redacted] states that the recent electricity usage is not within the normal range of usage for the premise. Additionally, Ms. [redacted] states that she was not provided notice that her electric service account was active on a variable price plan.HistoryAfter researching this complaint we have concluded the following: GMEC records reflect that Ms. [redacted] account became active on the GMEC Pollution Free e+ Smart 6 effective December 21, 2012.  The term of this plan is 6 months and it has a $150.00 early cancellation fee.   On May 16, 2013, a contract expiration notice (CEN) was sent to Ms. [redacted] advising that her current price plan was expiring and to contact GMEC regarding available offers for her account.  The notice also advised that if another plan was not selected, the account would automatically continue month-to-month, with no minimum contract term and no cancellation fee. Attached is a copy of the May 16, 2013 correspondence and EFL for the Pollution Free month-to-month price plan for reference.   GMEC records do not reflect that a request was received from Ms. [redacted] to change her price plan; therefore, the account transitioned to the GMEC Pollution Free month-to-month price plan effective June 11, 2013 and subsequent invoices sent to Ms. [redacted] address reflect the GMEC Pollution Free month-to-month price plan. On October 12, 2016, an invoice for $656.19 was sent for the billing period of September 8, 2016 through October 7, 2016. The invoice reflects 4,028 kWh.On October 24, 2016, Ms. [redacted] contacted GMEC for an explanation of her account. The GMEC representative provided an explanation of her invoiced charges and billing and provided available offers for her account. Ms. [redacted] declined.ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. Wolven.  A review of a Ms. [redacted] account confirmed that she was invoiced in accordance with her Terms of Service and EFL.  On October 27, 2016, a request was sent to Oncor Electric Delivery to verify the accuracy of the electricity usage.  Oncor Electric Delivery determined that the billing for service period July 8, 2016 through October 7, 2016 is correct. The billing reads are based on actual reads registered on the meter. No billing adjustments are warranted at this time. An advanced meter is associated with this service point so daily and interval usage data can be found in the Smart Meter Texas Portal.Multiple attempts to contact Ms. [redacted] to provide an update were unsuccessful and voicemail messages were provided.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.Thanks,  [redacted] Customer Support   Note: The information contained in this e-mail and any accompanying documents may contain information that is confidential or otherwise protected from disclosure. If you are not the intended recipient of this message, or if this message has been addressed to you in error, please immediately alert the sender by reply e-mail and then delete this message, including any attachments. Any dissemination, distribution or other use of the contents of this message by anyone other than the intended recipient is strictly prohibited.

Green Mountain Energy Company’s Response to Revdex.com Case #[redacted]At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:...

IssueMr. [redacted] is disputing Late Payment Penalties, a Return Payment Charge and Disconnect Notice Fees assessed to her electric service account at 3900 Promontory Point.  HistoryOn May 1, 2015, an invoice for $113.13 was sent for the billing period of March 30, 2015 through April 29, 2015 due by September 25, 2015.  On May 15, 2015, a payment of $113.13 was processed through GMEC’s online account management (OAM), which posted to Ms. [redacted]’ account and was applied to the invoice sent on May 1, 2015.On May 21, 2015, GMEC received notification from Ms. [redacted]’ financial institution advising that the May 15, 2015 payment of $113.13 was not honored.  At that time, a Returned Payment Charge of $25.00 was assessed to Ms. [redacted]’ account.  Correspondence providing the account status was sent on May 22, 2015.On May 26, 2015, a disconnection notice for $113.13 was sent with a due date of June 5, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. [redacted]’ account.  Additionally, the Disconnection Notice included the following disclosure: Green Mountain Energy may assess the following fees and charges: A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)$20 for each disconnection notice we send to you$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)$15 each time we process a transaction requesting the TDSP reconnect service$25 for payment returned for insufficient fundsAn early cancellation fee, if applicable as described in your contract On June 2, 2015, an invoice for $315.09 was sent for the billing period of April 29, 2015 through May 29, 2015 with Current Charges of $151.30, a Return Payment of $113.13, a Return Payment Charge of $25.00, a Disconnect Notice Fee of $20.00 and a Late Payment Penalty of $5.66 due by June 18, 2015. Multiple contacts were received from Ms. [redacted] on June 2, 2015 requesting to have all fees and charges assessed to her electric service account removed in association with the May 21, 2015 returned payment of $113.13.  As a courtesy, a Returned Payment Charge, a Late Payment Penalty and a Disconnection Notice Fee totaling $50.66 were credited to Ms. [redacted]’ account on June 7, 2015.On July 1, 2015, an invoice for $202.77 was sent for the billing period of May 29, 2015 through June 29, 2015 due by July 17, 2015.  On July 23, 2015 a disconnection notice for $202.77 was sent with a due date of August 3, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. [redacted]’ account.  Additionally, the Disconnection Notice included the following disclosure:  Green Mountain Energy may assess the following fees and charges: A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)$20 for each disconnection notice we send to you$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)$15 each time we process a transaction requesting the TDSP reconnect service$25 for payment returned for insufficient fundsAn early cancellation fee, if applicable as described in your contract On July 31, 2015, an invoice for $575.00 was sent for the billing period of June 29, 2015 through July 29, 2015 with Current Charges of $342.09, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $10.14 and a Previous Amount Due of $207.77.Later on July 31, 2015, Ms. [redacted] contacted GMEC inquiring if a payment in the amount of $230.00 was received from her financial institution.  A GMEC representative advised Ms. [redacted] that a payment in that amount had not posted to her account.On August 3, 2015, a payment of $575.00 was processed using GMEC’s online account management (OAM), which posted to Ms. [redacted]’ account and was applied to the invoice sent on July 31, 2015.  Additionally, Ms. [redacted] contacted GMEC requesting to have a Late Payment Penalty and a Disconnect Notice Fee waived.  A GMEC representative advised Ms. [redacted] that she received a waiver as a courtesy on June 7, 2015; therefore, GMEC will not able to remove any additional fees when the charges are valid.      On August 31, 2015, an invoice for $313.92 was sent for the billing period of July 29, 2015 through August 27, 2015 with Current Charges of $324.06 and a Late Payment Penalty Adjustment credit of $10.14, due by September 16, 2015.On September 21, 2015, a disconnection notice for $313.92 was sent with a due date of October 1, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. [redacted]’ account.  Additionally, the Disconnection Notice included the following disclosure:  Green Mountain Energy may assess the following fees and charges: A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)$20 for each disconnection notice we send to you$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)$15 each time we process a transaction requesting the TDSP reconnect service$25 for payment returned for insufficient fundsAn early cancellation fee, if applicable as described in your contractLater on September 21, 2015, a payment of $313.92 was processed using GMEC’s online account management (OAM), which posted to Ms. [redacted]’ account and was applied to the invoice sent on August 31, 2015.On September 30, 2015, an invoice for $328.67 was sent for the billing period of August 27, 2015 through September 28, 2015 with Current Charges of $292.97, a $20.00 Disconnect Notice Fee and a Late Payment Penalty of $15.70 due by October 16, 2015.Later on September 30, 2015, Ms. [redacted] contacted GMEC inquiring about the date her August 31, 2015 invoice payment posted to her account and was advised that a payment of $313.92 posted to the account on September 21, 2015 after the September 16, 2015 invoice due date.On October 13, 2015, a payment of $328.67 was processed using GMEC’s online account management (OAM), which posted to Ms. [redacted]’ account and was applied to the invoice sent on September 30, 2015.ResolutionGMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. [redacted]; however, Ms. [redacted]’ account has been invoiced in accordance with her Terms of Service and according to the disclosures noted on her disconnection notices.  As a courtesy, a Late Payment Penalty and two Disconnection Notice Fees totaling $55.70 were credited to Ms. [redacted]’ account, leaving a credit balance of $55.70. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.  [redacted]Customer Support [redacted]