Bc Products Co Llc

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] is disputing the invoiced charges and the disconnection of electric service at [redacted].
History
On June 7, 2016, GMEC received an online request from Ms. [redacted] requesting to enroll the electric service at [redacted] effective July 5, 2016. Ms. [redacted] enrolled in GMEC's Pollution Free Power as You Go Apartment (Variable) plan. The term of this plan is month to month and it has no Early Cancellation Fee. An email confirmation was sent to Ms. [redacted] at [redacted] on June 8, 2016 confirming her enrollment request which included links to the “Your Rights as a Customer”, Terms of Service, Electricity Facts Label (EFL) and Prepaid Disclosure Statement documents.
The Prepaid Disclosure Statement advises that a Low Balance Alert will be sent when GMEC estimates that there are less than 7 days of usage remaining before the electric service is disconnected; GMEC may also request a disconnection of the electric service after the Low Balance Alert is sent and the account balance reaches $5.00. Additionally, the Prepaid Disclosure Statement advises of the disconnection and reconnection fees that will impact the Power as You Go balance if the electric service account is disconnected and to be eligible for a reconnect, the account balance must be at least $30.00.
On December 19, 2016, a Low Balance Alert was generated advising that the electric service account at [redacted] had a negative balance of $2.50.
Because Ms. [redacted]’ account balance was not above the $5.00 threshold, a disconnect request was sent to Oncor Electric Delivery Company (Oncor) on December 20, 2016, which completed later that day.
On December 20, 2016, Ms. [redacted] contacted GMEC requesting her current account status and was advised that her account was disconnected due to nonpayment. Ms. [redacted] was advised that in order to restore the electric service, a payment in the amount of $26.00 will be accepted as a courtesy.
Later on December 20, 2016, Ms. [redacted] contacted GMEC to advise that a payment of $25.00 was processed using GMEC’s online account management (OAM) system. At that time, a reconnection request was submitted to Oncor as a courtesy, which completed later on December 20, 2016.
Resolution
A review of Ms. [redacted]’ account determined that her account has been invoiced in accordance with her Terms of Service; GMEC may request a disconnection of electric service after a Low Balance Alert is sent and the account balance reaches $5.00.
Additionally, invoices sent Ms. [redacted] reflected GMEC's Pollution Free Power as You Go Apartment (Variable) plan pricing. A Payment and Usage Summary detailing Ms. [redacted]’ billing and charges from July 5, 2016 through December 28, 2016 was sent on December 28, 2016. As such, GMEC has invoiced Ms. [redacted]’ account correctly based upon the terms and conditions of GMEC's Pollution Free Power as You Go Apartment (Variable) plan EFL and the meter readings provided by Oncor and no adjustments are warranted.
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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I have called customer service about two more times in between that time frame, and I'm told to wait and call a few weeks later.  Otherwise, everything else is true.

Complaint: [redacted]
I am rejecting this response because: This list of account activity is full of impertinent information and is almost entirely lacking the essential activity that I know GME has in their records.  I provided GME with documentation from my bank to prove the transaction many months ago.  I have attached the documentation again here.  The transaction was already researched by GME and I was told that the $119.62 was returned to the originator of the electronic payment and that I had to request a refund from my bank. That proves that GME was able to find a record of the payment being made. Since my bank and the originator of the electronic payment have no record of the return, GME has to provide that proof to my bank or find another way to figure out what happened to the $119.62.  It's as simple as that.  I have literally spent hours trying to resolve this issue and the idea that I have to provide GME with more documentation is beyond frustrating.  I will attempt to call the number listed in case there is something going on here that I need to be aware of, but as far as I can see, the ball is in GME's court.  They need to provide proof that the $119.62 was returned or they need to credit it to my account.This is not a case of one mistake, it's a case of the ball being dropped numerous times by numerous people, which points to an infectious carelessness in the management and personnel of the entire company.  Bank account transactions are easy to research in this day and age.  If I can find an old transaction for my accounts in five minutes or less, GME should be able to do it if given seven months and a dozen reminders.  Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory but it is clear that nothing will truly be done on my behalf despite my usage history over the last 4 years.  This investigations clearly favors the energy company and not the customer.  So I am only accepting the response as I will be wasting my time pursuing it further.
[redacted]

Complaint: [redacted]
I am rejecting this response because:Their response does not really address our complaint. Though we don't recall ever receiving a hard copy of the terms upon signing up for Green Mountain Energy (the email address we provided ended up expiring shortly after so we may have missed receiving a copy of the contract and/or a notification of the introductory rate), our complaint is not related to what is outlined in their contract. Our complaint is that the salesperson made no mention of the introductory rate in his sales pitch, while he did emphasize that we would pay less than we were currently. In reality, the introductory rate was only during the summer months in which people use very little electricity, and the fact that it would go up (by more than double the rate that was emphasized in the sales pitch) was never mentioned verbally. These sales tactics are unethical bait-and-switch tactics that are indicative of a scam. Green Mountain Energy may check all the legal boxes, but they are not an overtly honest company, and they attempt to lure people in through incomplete and misleading information given verbally at the time of the sales pitch. I believe they should either stop engaging in these sales tactics and/or be rated lower on Revdex.com due to their unethical marketing approach. 
Regards,
[redacted]

GMEC Response to Revdex.com Case # [redacted]

Complaint: [redacted]
I am rejecting this response because: I requested the service to be cancelled on August 8th to term on the 10th. I called again on the 2nd and the still did not cancel my account. They came up with some crap excuse that the call was disconnected. I told them to cancel my account so they should of cancelled my account then! I was not living at the 900 henderson address after the 10th and to continue to charge me after multiple attempts to cancel the service is complete fraud. I paid $305 dollars on the 11th of August.  This is complete fraud and needs to be addressed! 
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 Mr. [redacted] complaint against Green Mountain Energy Company (GMEC) concerns issues being reinstated to his previous electric provider.  Additionally, Mr. [redacted] states that a refund was not issued for a credit balance that was to be applied to the account.   History On August 21, 2017, an invoice for $115.90 reflecting the Pollution Free 60 Connect plan was  sent for the billing period of July 25, 2017 through August 17, 2017.   On August 30, 2017, a payment of $115.90 was processed to Mr. [redacted] account.   On September 21, 2017, an invoice for $154.43 reflecting the Pollution Free 60 Connect plan was sent for the billing period of August 17, 2017 through September 19, 2017.   On September 26, 2017, Mr. [redacted] contacted GMEC concerning the invoiced amount stating that the price plan was misrepresented to him resulting in a higher than expected invoice.  Mr. [redacted] requested a payment arrangement and an deferred payment plan was offered.  Mr. [redacted] agreed and the deferred payment plan was processed which included a switch-hold to be placed to the account.  The balance of $154.43 requested a down payment of $38.61 to be satisfied by October 10, 2017 to activate.  The remaining balance would be set up on five monthly installments of to be added to the regular monthly invoice.  Mr. [redacted] than requested additional information of the deferred payment plan and declined the deferred payment plan option.  Confirmation of the deferred payment plan was mailed to Mr. [redacted] on September 26, 2017.   On October 2, 2017, Mr. [redacted] contacted GMEC stating that he did not agree to the deferred payment plan stating that it was preventing him from switching to another retail electric provider (REP).  GMEC reviewed the call and determined that Mr. [redacted] agreed to a deferred payment plan.   On October 6, 2017, Mr. [redacted] contacted GMEC stating that he did not agree to a deferred payment plan.  A second review of the call from September 26, 2017 determined that a deferred payment plan was not fully agreed to and a request was processed to remove the switch-hold.  Additionally, GMEC stated that once the request was completed to reinstate Mr. [redacted] to his previous provider, the previous payment of $115.90 would be credited to the account as well and a refund check would be issued.   On October 9, 2017, a request was processed to reinstate Mr. [redacted] electric service account to his previous REP.   On October 27, 2017, GMEC received confirmation that Mr. [redacted] electric service account was reinstated to his previous REP effective October 19, 2017.    On October 30, 2017, an invoice for $0.00 was sent for the billing period of September 19, 2017 through October 18, 2017 and October 18, 2017 through October 19, 2017 with a Balance Forward of $154.43, Current Charges of $128.03 and a Bill Adjustment credit of $282.46.   Resolution A review of GMEC’s records indicates that a deferred payment plan was initially agreed to then declined.  As a result of the deferred payment plan not agreed to, a request was processed to reinstate Mr. [redacted] service to is previous REP.    Additionally, a one-time courtesy credit of $115.90 was applied to the account along with a one-time courtesy credit of $50.00.  Mr. [redacted] has been contacted and advised that a refund check will be issued reflecting a total of $165.90.    For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 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.
Resolved 
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 Complaint:Ms. [redacted]’s complaint against GMEC...

concerns invoiced charges. Ms. [redacted] states that she contacted GMEC on July 31, 2017 and August 1, 2017 to cancel an enrollment request and she should not be responsible for any charges incurred.History:On July 15, 2017, Ms. [redacted] processed an online enrollment request effective July 28, 2017 for the electric service address of [redacted]. An email confirmation was sent to Ms. [redacted] at [redacted]. The confirmation email included a link to the Your Rights as a Customer, Terms of Service and EFL documents. On July 20, 2017, Ms. [redacted] contacted GMEC via email requesting to change the service activation date to August 4, 2017. GMEC responded to Ms. [redacted] via email advising her to call [redacted] to change the date.Later on July 20, 2017, Ms. [redacted] contacted GMEC and requested to change the service activation date to August 4, 2017 and her request was processed.On July 28, 2017, Ms. [redacted] contacted GMEC to confirm her service activation date. The GMEC representative confirmed the service activation date of August 4, 2017.On August 4, 2017, Ms. [redacted] contacted GMEC and requested to cancel her enrollment request scheduled for August 4, 2017. The GMEC representative advised Ms. [redacted] that her enrollment request was completed and cannot be cancelled; however, offered to close the electric service account effective August 5, 2017. Ms. [redacted] was advised that she will be responsible for the electric service from August 4, 2017 through August 5, 2017. At that time, a request was processed to close the electric service account effective August 5, 2017.On August 9, 2017, a Final Invoice for $1.21 was sent for the final billing period of August 4, 2017 through August 5, 2017 due by August 25, 2017.Resolution:GMEC apologizes for any inconvenience these proceedings may have caused Ms. [redacted]. Account records do not reflect that Ms. [redacted] contacted GMEC on July 31, 2017 or August 1, 2017 to request cancellation of her enrollment request. As previously stated, on August 4, 2017, Ms. [redacted] contacted GMEC requesting to cancel her electric service request. The account has been invoiced correctly upon her Terms of Service and the charges are valid. Nonetheless, as a courtesy, a credit for $1.21 was applied for the Final Invoice amount.Ms. [redacted]’s account is inactive and has a balance of $0.00.A GMEC representative attempted to contact Ms. [redacted] regarding Revdex.com Case #[redacted] but was 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]

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 the disconnection of electric service at [redacted].HistoryOn June 2, 2017, Ms. [redacted] contacted GMEC requesting to activate her new electric service at [redacted] effective June 2, 2017 and to cancel her electric service from [redacted] effective June 2, 2017 and her request was processed.  At that time, Ms. [redacted] agreed to enroll on GMEC’s Pollution Free Power as You Go Elect plan.  This plan is a month-to-month plan with no Early Cancellation Fee.  GMEC then transferred a credit balance of $21.78 from her account for [redacted] to her account for [redacted].  Additionally, a $10.00 bill credit was applied to the account. On June 5, 2017, Ms. [redacted] contacted GMEC and was provided with an explanation of her account status.   On June 20, 2017, Ms. [redacted] contacted GMEC stating that she was without service and she was provided with an explanation of her account status including advisement that a payment of $30.00 was required to complete her enrollment.  At that time, Ms. [redacted] processed a payment of $30.00.  Multiple contacts were received from Ms. [redacted] later on June 20, 2017 concerning the status of her enrollment.  At that time, a priority request was submitted to Oncor Electric Delivery Company (Oncor) to connect the electric service at the premise which completed later on June 20, 2017.  ResolutionAs previously stated, Ms. [redacted]’ enrollment request at [redacted] was completed on June 20, 2017.  In accordance with the Terms of Service, a credit balance transfer or account credit will not release an enrollment hold for a GMEC Power as You Go Elect plan customer.  A separate initial payment of $30.00 is required to release the enrollment hold.  As a one-time courtesy, a $50.00 bill credit was applied to Ms. [redacted]’ account.  Additionally, Ms. [redacted] may submit a claim requests in the event of lost food & items as a result of the June 20, 2017 disconnection of service.  Claims information, accompanied with receipts if possible, can be emailed to [redacted] for review.  Multiple attempts to contact Ms. [redacted] to review the issue have been 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 Response to Revdex.com Case # [redacted] Thanks, [redacted]  [redacted]

Green Mountain Energy Response to Revdex.com Case # [redacted]. Thanks,  [redacted]
[redacted]
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] Rebuttal Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Ms. [redacted]’s concerns regarding the processing of her deposit refund.GMEC’s records reflect that the October 19, 2015 check that was issued to Ms. [redacted] has not been cashed; therefore, GMEC was able to void the October 19, 2015 refund check and re-issue a new check in the amount of $227.56.  The new check will be sent to the updated mailing address that was provided by Ms. [redacted] and should be received within regular standard mailing time.[redacted]Customer Support[redacted]

To Whom It May Concern,  Green Mountain Energy received Mr. [redacted]’s complaint on July 5, 2016.  The following outlines his enrollment, account status, and our resolution. Mr. [redacted]’s electricity account was enrolled in person for Green Mountain Energy on May 9, 2016. ...

During the enrollment, Mr. [redacted] was presented with all required disclosures. Following enrollment, Mr. [redacted] was emailed a copy of the Terms of Service for the electricity account which additionally outlined the rescission and cancellation timeframes.   Prior to receiving the complaint, on July 5, 2016, Green Mountain Energy received an inbound cancellation request from Mr. [redacted] via email.  His request was processed immediately, and his account is set to end service with Green Mountain Energy on August 1, 2016, as determined by his local utility company, Consolidated Edison.   Upon receiving his complaint, Green Mountain Energy attempted to speak with Mr. [redacted] on July, 14, 15, and 18. Unfortunately we were unable to reach him. Should Mr. [redacted] choose to return our calls, we will be able to work to an amicable resolution. At this time, we consider this matter closed.   Please let me know if you need any additional information regarding this complaint.   [redacted] Philadelphia, PA 19104 [redacted] (p) [redacted] (f)

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’s Response to Revdex.com Case #[redacted] RebuttalGreen Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. [redacted] and we understand Ms. [redacted]’ concerns regarding the invoiced charges and the disconnection of electric service at [redacted].  Ms. [redacted]’ account has been active with GMEC under the Pollution Free Power as You Go Apartment (Variable) plan since July 5, 2016 at [redacted].  A review of Ms. [redacted]’ account determined that her account has been invoiced in accordance with the Pollution Free Power as You Go Apartment (Variable) plan Electricity Facts Label (EFL) and the Terms of Service.  Per the terms, GMEC may request a disconnection of electric service after a Low Balance Alert is sent and the account balance reaches $5.00.  As such, the December 20, 2016 disconnection of service due to non-payment at Ms. [redacted]’ premise is valid.On December 28, 2016, GMEC sent Ms. [redacted] a Payment and Usage Summary Report detailing her usage as reported by her transmission and distribution service provider (TDSP), Oncor Electric Delivery Company (Oncor), and account payments.  Additionally, Ms. [redacted] can monitor her electricity usage at smartmetertexas.com which provides daily, monthly and 15-minute interval electric usage data recorded by her meter.  GMEC is not responsible for reading Ms. [redacted]’ meter and has only billed her account based on the information provided by Oncor; as such, no adjustments are warranted.       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.

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:  IssueMs. [redacted] states she was not advised of the Delivery Charges assessed by Oncor during her enrollment on the Pollution Free 6 rate plan and is requesting to be placed on a rate plan that has the Oncor Delivery Charges included in the Energy Charge. HistoryOn May 18, 2015, Ms. [redacted] processed an online request to transfer service to 10928 Audelia Road Apt 2021 effective May 26, 2015. On May 26, 2015, Ms. [redacted]' transfer of service completed. Ms. [redacted] contacted GMEC requesting information regarding the new deposit request. The GMEC representative explained the deposit request, and incorrectly advised Ms. [redacted] her Lite Up Texas discount would transfer over to her new location, therefore no additional actions were required. The GMEC representative failed to inform Ms. [redacted] to contact Lite Up Texas and update the new service address. On June 22, 2015, Ms. [redacted] emailed GMEC requesting additional information regarding her contract end date and requested new rate plan offers. GMEC emailed Ms. [redacted] a response advising her the current Pollution Free Smart 6 rate plan would expire on the June 2015 meter read date, at which point the account would default onto a month to month rate plan. Ms. [redacted] was advised to contact GMEC to discuss available rate offers.  On June 29, 2015, Ms. [redacted] contacted GMEC requesting to update her current rate plan. The GMEC Representative offered Ms. [redacted] the Pollution Free 6 rate plan. This rate plan offers an Energy Charge of $0.73718 per kWh, Oncor Delivery Charges of $5.25 per month and 3.3156¢ per kWh. The term of this plan is 6 months and has an Early Cancellation Fee of $150.00. Ms. [redacted] was read these disclosures and agreed to enroll on the Pollution Free 6 rate plan effective the next meter read date. On July 28, 2015, a $277.66 invoice was sent to Ms. [redacted]. The invoice included Current Charges of $123.41 for the billing period from June 24, 2015 through July 23, 2015, and a balance forward of $154.25 due August 13, 2015. On August 7, 2015, Ms. [redacted] contacted GMEC disputing her Oncor Delivery Charges, stating this information was not disclosed when she agreed to enroll on the Pollution Free 6 rate plan. Ms. [redacted] requested to speak to a supervisor for further assistance. The GMEC supervisor reviewed Ms. [redacted] enrollment call to the Pollution Free 6 rate plan which confirmed the Oncor Delivery Charges were disclosed. The GMEC supervisor further explained, unlike the previous Pollution Free Smart 6 rate plan the new Pollution Free 6 rate plan itemizes all charges, therefore the Oncor Delivery Charges are disclosed on each invoice. The GMEC representative explained in detail the Oncor Delivery Charges and the assessment of these fees to all Retail Electric Providers according to each customer's usage. Ms. [redacted] disconnected the call stating she would be switching once her contract ended. ResolutionGMEC regrets the negative experience Ms. [redacted] has experienced, however a review of Ms. [redacted] enrollment on the Pollution Free 6 rate plan confirms all charges were disclosed by the GMEC representative. Ms. [redacted]' previous rate plan was the Pollution Free Smart 6 rate plan. That rate plan offered an Oncor Delivery Charge of $0.1103 per kWh, a monthly base charge of $5.25 per month and an Advanced Metering Charge of $2.19 per month. The average price at 2000 kWh was 11.4¢ per kWh.  The term of this plan was 6 months and had an Early Cancellation Fee of $150.00. On Ms. [redacted]' new Pollution Free 6 rate plan. The Energy Charge is $0.73718 per kWh, Oncor Delivery Charges of $5.25 per month and 3.3156¢ per kWh. The average price at 2000 kWh is 10.9¢ per kWh. The term of this plan is 6 months and has an Early Cancellation Fee of $150.00. A comparison of Ms. [redacted]  previous Pollution Free Smart 6 rate plan shows that the new Pollution Free 6 rate plan, provides a lower overall price point. Ms. [redacted] was contacted and explained the above and has decided to remain on the Pollution Free 6 rate plan. Due to the GMEC representative incorrectly advising Ms. [redacted] her Lite Up Discount would transfer to her new location, GMEC has applied a $20.00 credit in lieu of the Lite Up Discount to Ms. [redacted]' GMEC account. Account StatusMs. [redacted] account is active and currently has a $97.66 balance.

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]’s complaint, on behalf of Ms. [redacted], against Green Mountain Energy Company (GMEC) concerns being removed from a deferred payment plan.  Additionally, Mr. [redacted] is disputing the late payment penalties and the disconnect notice fees assessed to the electric service account at 5930 Lucille Drive.   HistoryOn August 31, 2105, a disconnection notice for $212.88 was sent with a due date of September 10, 2015.  At that time, a $10.00 disconnect notice fee was assessed to Ms. [redacted]’s account.  Additionally, the disconnection notice included the following disclosures:  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 funds·         An early cancellation fee, if applicable as described in your contract. On September 8, 2015, Mr. [redacted] contacted GMEC requesting a deferred payment plan for the past due balance of $212.88 and his request was processed.  Mr. [redacted] agreed to set up a five month deferred payment plan with a down payment of $53.22 due by September 10, 2015.  Mr. [redacted] was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied.  Confirmation of the deferred payment plan agreement was sent on September 9, 2015 and a switch-hold was placed on the account.  Additionally, Mr. [redacted] was advised that the down payment for the deferred payment plan needed to be paid in full on the due date of September 10, 2015 in order to keep the deferred payment plan active for the account.  On September 9, 2015, an invoice for $301.14 was sent for the billing period of August 8, 2015 through September 4, 2015 with a Previous Amount Due of $509.59, Payments and Adjustments of -$394.20 and Current Electricity Charges of $185.75 with a due date of  September 28, 2015.  This invoice reflects a $10.25 Late Payment Penalty and a $20.00 Disconnect Notice Fee. On September 10, 2015, Mr. [redacted] processed a payment of $53.66 using GMEC’s Interactive Voice Response (IVR) system. On September 11, 2015, Mr. [redacted] contacted GMEC to advise that the payment he made the previous day through GMEC’s IVR system will be returned to GMEC.  Mr. [redacted] states he inadvertently made a payment using an invalid account number and that he had made a second payment of $54.00 to cover the deferred payment plan down payment.  A GMEC representative incorrectly advised Mr. [redacted] that his account was in good standing due to the second payment.  The GMEC representative should have sent a request to the Payment Inquires to have the clearing reset, stating the customer submitted a replacement payment for the returned amount of $53.66. On September 16, 2015, GMEC received notification from Mr. [redacted]’s financial institution advising the September 10, 2015 payment of $53.22, which had been applied to his deferred payment plan down payment, was not honored.  At that time, a returned payment fee of $25.00 was assessed to Ms. [redacted]’s account. Correspondence providing the account status was sent on September 17, 2015. An additional payment to be applied to the down payment was not received by September 10, 2015; therefore, the DPP was cancelled on September 17, 2015, leaving a past due balance of 188.68.  ResolutionGMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. [redacted].  As a courtesy, the returned payment fee and disconnection notice fee totaling $45.00 were credited to Mr. [redacted]’s account.  On September 28, 2015, an GMEC representative contacted Mr. [redacted] and he was offered to set up a 4 day extension for the disconnect notice amount of $188.68.  Mr. [redacted] agreed to a 4 day extension for the balance due on October 2, 2015.   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.   Yomeko BurksCustomer Support [redacted]

To Whom It May Concern, Green Mountain Energy received Ms. [redacted]’ complaint on January 23, 2017.  The following outlines his enrollment, account status, and our resolution. Ms. [redacted]’ electricity account was enrolled in person at a retail event for Green Mountain Energy on...

August 10, 2016.  During the enrollment, Ms. [redacted] was presented with all required disclosures, including that our plan was for a 3 month variable supply price. Following enrollment, Ms. [redacted] was emailed a copy of the Terms of Service for the electricity account which additionally outlined the rescission and cancellation timeframes, and that we cannot guarantee any savings compared to her local utility company.   Prior to receiving the complaint, on January 23, 2017, Green Mountain Energy received an inbound cancelation request from Ms. [redacted]’ local utility company, Consolidated Edison, and the account will end service on February 7, 2017, as determined by Consolidated Edison.    Upon receiving his complaint, Green Mountain Energy attempted to speak with Ms. [redacted] on January 23, 25 and 26, 2017.  Unfortunately, we were unable to reach her.  Should she choose to return our calls, we will work to resolve this complaint.  Until then, we consider this matter closed.   Please let me know if you need any additional information regarding this complaint.   [redacted]   Tell us why here...