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GMEC Response to Revdex.com Case# [redacted] Thanks, [redacted]Regulatory Complaints Analyst3711 Market Street, 10th FloorPhiladelphia, PA 19104(267)-295-5759 (p)

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:...

  Issue Mr. [redacted] complaint against Green Mountain Energy Company (GMEC) concerns being assessed charges through Oncor Electric Delivery Company (Oncor) for work not completed for electric service at [redacted].   History On September 1, 2017, an invoice for $414.12 was sent for the billing period of July 31, 2017 through August 29, 2017 which includes a Customer Request Clearance - Transportation charge of $10.00, a Customer Request Clearance – Labor charge of $37.33, a Customer Request Clearance – Material charge of $52.36, a Customer Request Clearance – Transportation charge of $20.00 and a Customer Request Clearance – Labor charge of $74.65.    On September 5, 2017, Mr. [redacted] contacted GMEC concerning the invoice disputing the charges related to Oncor.  GMEC advised Mr. [redacted] to contact Oncor to dispute the charges originating from Oncor.  Mr. [redacted] advised that he had previously contacted Oncor to dispute the related charges and Oncor referred him to GMEC to dispute the charges.   Resolution A review of GMEC’s records indicate that charges initiating from Oncor were passed through without mark-up.    On November 2, 2017, a GMEC representative contacted Oncor to verify the charges related to a temporary disconnection/reconnection of service.  Oncor confirmed that Mr. [redacted] agreed to the related charges prior to submitting the request for a temporary disconnection/reconnection of service.  Further disputes of the charges would need to be directed to Oncor for review if Mr. [redacted] states that the requested work was not performed.  Oncor can be contacted at [redacted]    GMEC apologizes for not contacting Mr. [redacted] to relay the findings by phone as our phone system is temporarily down.  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.

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
Mr. [redacted] is requesting to receive a $100.00 gift card promotional incentive for the electric service at 6858 Round Table Street.
History
Multiple contacts were received from Mr. [redacted] from November 19, 2015 through November 21, 2015 requesting a status of the $100.00 gift card promotional incentive. The GMEC representatives advised
Mr. [redacted] that the account was not eligible to receive the $100 gift card due to a late payment accruing within the first 3 months of service.
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. [redacted]. On November 30, 2015, as a one-time courtesy, $25.00 was credited to the account in lieu of the $100.00 gift card promotional incentive and for Mr. [redacted] customer experience.
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]

Complaint: [redacted]
I am rejecting this response because:their contention that after having been a customer for almost two years, and their awareness of my average use, does not constitute an agreement to a term contract would enable them to offer me a reasonable rate for electricity.They are lacking in integrity and honesty in dealing with their customers with reasonable rates and represent themselves in a manner different than presented.if necessary I will take the matter to the Govenor of this great state snd my Congressman if they are not willing to offer reasonable rates as represented.
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: IssueMs. [redacted] complaint concerns the assessment of the Disconnect Notice...

Fees and the Late Payment Penalties at [redacted].  HistoryOn November 14, 2016, an invoice for $115.30 was sent for the billing period of October 12, 2016 through November 10, 2016 with Current Charges of $89.97, a Disconnect Notice Fee of $20.00 and a Late Payment Penalty of $5.33 due by November 30, 2016.  On December 5, 2016, a Disconnection Notice for $115.30 was sent due by December 15, 2016.  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 funds• An early cancellation fee, if applicable as described in your contractOn December 9, 2016, a payment of $95.30 was processed through GMEC’s online account management (OAM), which posted to Ms. [redacted] account and was applied to the December 5, 2016 Disconnection Notice amount due.Later on December 9, 2016, Ms. [redacted] contacted GMEC disputing the $20.00 Disconnect Notice Fee.  At that time, Ms. [redacted] was advised that the Disconnect Notice Fee was charged due to the issuance of the December 5, 2016 Disconnection Notice; however, as a courtesy, the fee was waived.On December 15, 2016, an invoice for $100.51 was sent for the billing period of November 10, 2016 through December 13, 2016 with Current Charges of $75.01, a Credit for Disconnect Notice Fee of $20.00, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $5.50 and a Balance Forward of $20.00 due by January 3, 2017.On January 6, 2017, a Disconnection Notice for $25.50 was sent due by January 16, 2017.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. [redacted] account. On January 23, 2017, Ms. [redacted] contacted GMEC regarding the Disconnect Notice Fee assessed to her account.  Ms. [redacted] was advised that the Disconnect Notice Fee was valid due to the issuance of the January 6, 2017 Disconnection Notice and no adjustments were warranted.  ResolutionA review of Ms. [redacted] account determined that GMEC acted properly and applied the Disconnect Notice Fees and Late Payment Penalties as per the Terms of Service; therefore, the charges are considered correct. Additionally, fees assessed to Ms. [redacted] account prior to the disputed December 5, 2016 Disconnect Notice Fee have been reviewed and determined to be accurate.  As such, no adjustments are warranted.  A GMEC representative attempted to contact Ms. [redacted] regarding her concern; however, the contact number listed in her complaint is invalid.  An e-mail message providing the GMEC representative’s contact information was sent to [redacted] for further discussion of Ms. [redacted] account if needed.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]

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: IssueMs. [redacted]’s dispute with GMEC concerns the initiation date of her...

electric service at [redacted].HistoryOn October 15, 2017, GMEC received an online enrollment request from Ms. [redacted] for [redacted] effective November 3, 2017 and her request was processed. A confirmation email was sent to Ms. [redacted] at [redacted] which included links to the Electricity Facts Label (EFL) and the Terms of Service.   On November 3, 2017, Ms. [redacted] contacted GMEC requesting to change the November 3, 2017 enrollment date to November 10, 2017. The GMEC representative advised Ms. [redacted] that the electric service is active and the date cannot be changed.ResolutionGMEC apologizes for any miscommunication of confusion these proceedings may have caused Ms. [redacted]; however, account records do not reflect an email request from Ms. [redacted] to change the initiation date for her electric service account.  GMEC acted appropriately in advising Ms. [redacted] that the electric service was active and the date could not be changed. Nonetheless, as a courtesy to resolve this matter, a credit for $7.82 was applied to the account for the disputed timeframe from November 3, 2017 through November 9, 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]

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 Ms. [redacted] is requesting to change the scheduled due date for her monthly invoices to the 3rd or 4th of each month. HistoryOn March 19, 2015, Ms. [redacted] submitted a request to initiate electricity service at [redacted] on April 16, 2015.  On April 16, 2015, GME initiated electricity service at [redacted]. On May 13, 2015, an invoice of $24.44 was sent to Ms. [redacted] for the billing period of April 16, 2015 through May 11, 2015 with a due date of May 29, 2015. On May 19, 2015, Ms. [redacted] contacted GMEC requesting to change the monthly invoice due date to the 3rd or 4th of each month to accommodate her income schedule. Unfortunately, based on the limited payment history with GME, Ms. [redacted]'s GME account was not eligible for the Pick Your Due Date option; this option allows a customer to schedule the monthly invoiced due date according to the available due dates per the Transmission Distribution Service Provider (TDSP)  meter read schedule. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr. [redacted]. Ms. [redacted] has been contacted and was explained how her current limited payment history with GME, not her overall external credit score, has caused her GME account not be eligible for the Pick Your Due Date option.  However, as a courtesy, GME has honored Ms. [redacted]'s request to change the due date for her monthly invoiced amount. Ms. [redacted] has selected the new due date for her monthly invoiced amounts to be the 11th of every month, she is aware the Pick Your Due Date option can take from 1-2 billing cycles to take effect. Account StatusMs. [redacted]'s account is active and currently has a zero balance.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###-###-####

Green Mountain Energy received Mr. [redacted]’s complaint on August 12, 2016.  The following outlines the enrollment, account status, and our resolution.   Mr. [redacted] account was enrolled in person for Green Mountain Energy on April 27, by someone claiming to be Mr. [redacted]. ...

As part of the enrollment, this person was presented with and accepted all required disclosures including the key terms which included that the supply price was variable and that our supply price may be higher than the EDC rate.  This person also completed third party verification. Following the enrollment, Mr. [redacted] was also mailed a copy of our Disclosure Statement detailing the full terms, including a description of the variable supply price, and disclosure that reiterated the supply price may be higher than the EDC’s rate.   Prior to receiving this complaint, Green Mountain Energy spoke with Mr. [redacted] on August 12, 2016.  We reviewed the terms of enrollment, and supply prices charged.  During this call, Mr. [redacted] requested to cancel his account with Green Mountain Energy.  His request was processed immediately, and his account will end service on September 19, 2016, as determined by his local utility company, ComEd.  Lastly, during this call, Mr. [redacted] made the claim that he never completed an enrollment for Green Mountain Energy.  We advised that we would review the recorded third party verification, and follow up with him once our investigation was completed.   Upon receiving this complaint, Green Mountain Energy obtained the recorded third party verification from the enrollment, and compared it to Mr. [redacted] call with us on August 12, 2016.  Based on this comparison, it was determined that someone other than Mr. [redacted] completed the enrollment on his behalf.  While we cannot be sure who completed this enrollment, whether it was a member of Mr. [redacted] house hold or not, Green Mountain Energy has a strict code of conduct policy for all in person enrollment.  Green Mountain Energy attempted to speak with Mr. [redacted] on August 19, 2016, to advise him that to remedy this situation, we would be issuing a credit in the form of a check for the difference between the price per kWh he paid with us, versus what he would have paid with his local utility company, ComEd.  Similarly, we will be providing similar treatment for his final invoice.  Should he choose to return our call, we will work to resolve any additional concerns he may have.  Until then, we consider this matter closed.   Please let us know if you need any additional information regarding this case.   [redacted] 3711 Market Street, 10th Floor Philadelphia, PA 19104 [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 not receiving an enrollment incentive after satisfying the terms of the promotion.  Additionally, Ms. [redacted] offered feedback concerning a negative customer experience.    History On April 1, 2017, GMEC received a valid online enrollment request from Ms. [redacted] for electricity services.  Ms. [redacted] agreed to enroll the electric service account at [redacted] to GMEC effective April 6, 2017.  Ms. [redacted] agreed to enroll in the GMEC Pollution Free 6 plan.  The term of this plan is 6 months and it has a $100.00 Early Cancellation Fee.  Additionally, the plan included a $100.00 gift card to be emailed to Ms. [redacted] after satisfying three months of service with good payment history.  Ms. [redacted] was provided with her Terms of Service, a copy of the “Your Rights as a Customer” document and an Electricity Facts Label (EFL) on April 3, 2017.    On July 25, 2017, Ms. [redacted] contacted GMEC to concerning a billing issue which was addressed.  Additionally, Ms. [redacted] inquired on a missing $100.00 gift card incentive for the account.  GMEC entered a request to research the issue and was advised to allow one to six weeks for processing.    Resolution A review of GMEC’s records indicates that Ms. [redacted] has satisfied the terms for the promotional incentive for the $100.00 gift card.  An initial attempt to email the gift card to Ms. [redacted] occurred on July 3, 2017.  A request has been processed to resend the email gift card promotion out to Ms. [redacted] as of August 2, 2017.    Additionally, Ms. [redacted] concerns regarding her customer service interaction have been shared with the appropriate channel to address extensive hold times for our customers.  We work hard to ensure that our sales, customer service practiced and personnel properly provide excellent customer service and meet high standards for quality courtesy and professionalism.   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]

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
Ms. [redacted] complaint against Green Mountain Energy Company (GMEC) is regarding the Final Invoice for the service address at [redacted].
History
After reviewing this complaint GMEC has concluded the following: Ms. [redacted] has been served by GMEC at [redacted] since January 28, 2014.
On August 1, 2016, an invoice for $353.18 was sent for the billing period of June 27, 2016 through July 27, 2016 with Current Charges of $221.19, a Balance Forward of $172.93 and a Current Average Billing Amount of $172.00 due by August 17, 2016.
On August 20, 2016, GMEC received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective August 19, 2016.
On August 23, 2016, a Final Invoice for $436.23 was sent for the billing period of July 27, 2016 through August 19, 2016 with Current Charges of $159.79, a Previous Amount Due of $353.18 and a Balance Due from (Average) Billing Plan of $95.26 due by September 8, 2016.
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. Scott. On September 8, 2016, a GMEC representative contacted Ms. [redacted] and provided a detailed explanation regarding the charges reflected on the August 23, 2016 Final Invoice.
GMEC has invoiced Ms. [redacted] in accordance with the Terms of Service agreement and EFL and no billing adjustments are warranted.
[redacted] Customer Support
[redacted]

Tell us why here...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] is disputing the invoiced charges for the electric service at [redacted]. Additionally, Ms. [redacted] disputes that the account has been placed in collections.
History
On September 2, 2014, Ms. [redacted] contacted GMEC stating she requested to cancel the service at [redacted] effective August 8, 2014. At that time, the GMEC representative advised Ms. [redacted] there was record of a cancellation request. Ms. [redacted] requested to escalate the call; however, in the process of being connected to a supervisor the line disconnected.

On September 24, 2014, GMEC received notification of a new enrollment request at [redacted] resulting, in the closure of Ms. [redacted] account effective
September 25, 2014.
On September 29, 2014, a final notice for $612.85 was sent to was sent to [redacted].
Full payment for the past due balance did not post to Ms. [redacted]’s account; therefore, the account balance was referred to a collection agency on December 10, 2014.
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused
Ms. [redacted]. A review of Ms. [redacted]’s account determined that GMEC did not receive a request to cancel service; therefore, the account was submitted to Collections in accordance with her Terms of Service. At this time, no billing adjustments are warranted.
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]’s account if needed.
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

Please see GMEC's response to Revdex.com Case #[redacted] Thanks, [redacted]

GMEC response to Revdex.com Case# [redacted]. 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’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 Green Mountain Energy Company (GMEC) is regarding an unanswered complaint, concerning an inquiry placed on her credit report by GMEC on May 16, 2016.
History
On June 20, 2016 a GMEC representative contacted Ms. [redacted] in response to a Revdex.com complaint received regarding an inquiry placed on her credit report by GMEC. Ms. [redacted] advised she had not submitted a request to initiate electric services under her name with GMEC. At that time, Ms. [redacted] was provided with the step actions to submit a letter of dispute concerning the unauthorized credit check.
Resolution
In review, GMEC has no record of a dispute letter received on Ms. [redacted] behalf; therefore, the issue remains pending at this time.
A GMEC representative attempted to contact Ms. [redacted] regarding her concern; however, the attempts were unsuccessful. Voicemail messages providing the GMEC representative’s contact information were left for further discussion of Ms. [redacted] account if needed.
[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:   IssueOn behalf of Mr. [redacted], Ms. [redacted]'s complaint against Green Mountain Energy Company “GMEC” concerns the invoiced Disconnect Notice Fees totaling $40.00 and the Disconnect Request Fee of $25.00 and a Reconnect Request Fees of $15.00 on the May 11 invoice for usage from April 8, 2015 through May 7, 2015. HistoryOn March 5, 2015 a disconnection notice for $138.96 for service address [redacted] was sent to Mr. [redacted] requesting payment by March 16, 2015. On March 16, 2015, a $138.96 payment posted to Mr. [redacted]'s GMEC account. On March 25, 2015, Ms. [redacted] on behalf of account owner [redacted] contacted GMEC  requesting to transfer the electric service from [redacted] to [redacted] service start date effective March 27, 2015. At this time, Ms. [redacted] agreed to enroll on the GMEC Pollution Free Connect rate plan with an Energy Charge of 7.3685¢ per kWh and Oncor (ONCOR) Delivery Charges of $5.25 per month and 3.3189¢ per kWh. The term of this plan is 12 months and has a $200.00 Early Cancellation Fee. Ms. [redacted] was sent a copy of the electricity facts label (EFL) on May 26, 2015. On March 27, 2015, Ms. [redacted]'s request to initiate service with GMEC for electric service address at [redacted] completed. On April 3, 2015, a final invoice for $182.77 for service address [redacted] was sent to Mr. [redacted] which included current charges of $52.23 for the billing period of March 10, 2015 through April 1, 2015, and a late payment penalty of $5.90 and a past due balance of  $124.64 due April 20, 2015.  On April 6, 2015, a disconnection notice for $124.64 was sent to Mr. [redacted] requesting payment by April 16, 2015. On April 10, 2015, an invoice for $193.68 for service address 700 Timber Oaks Lane Apt 4304 was sent to Mr. [redacted] which included current charges of $10.91 for the billing period of March 27, 2015 through April 8, 2015, and a balance forward of $182.77 due April 27, 2015. On April 20, 2015, due to the $124.64 disconnection notice not being satisfied by the required due date, a disconnection request was submitted for service address [redacted]. On April 21, 2015, electric service at [redacted] was interrupted, however later that day a $193.68 payment posted to Mr. [redacted]'s account, immediately reconnecting Mr. [redacted]'s electric service at [redacted]. A $193.68 payment was processed later that day. On May 11, 2015, an invoice for $109.77 was sent to Mr. [redacted] which included current charges of $29.77, 2 Disconnect Notice Fees totaling $40.00, a $25.00 Disconnect Request Fee, and a $15.00 Reconnect Request Fee due May 27, 2015. On May 21, 2015 Ms. [redacted] contacted GMEC disputing the assessed charges on the May 11, 2015 invoice. Ms. [redacted] stated she was not advised of the charges prior to selecting her new rate plan. The GMEC representatives advised Ms. [redacted] the charges were valid per the disconnection notices, and the disconnection and reconnection on the account. Additionally, Ms. [redacted] was also advised due to the account reaching the maximum credits for previous Disconnect Notices Fees being assessed to the account, no additional adjustments could be accommodated at this time. On May 27, 2015, Ms. [redacted] contacted GMEC requesting to speak with a GMEC manager regarding her billing dispute; however, GMEC representatives attempted to advise that a manager was not readily available to take her call. She could however be escalated to an Account Supervisor for immediate assistance.  Ms. [redacted] declined; due to her repeated requests for escalation, the GMEC representatives escalated her senior account supervisors.ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. [redacted]. GMEC contacted Ms. [redacted] and explained in detail the disputed charges in question and the validity of such charges. Additionally, as a courtesy to Ms. [redacted]'s expressed dissatisfaction with the disclosures of these charges, GMEC has offered to waive Ms. [redacted]'s $200 early cancelation fee should she wish to request a new electricity provider.  While it was not the GMEC representative’s intent to disregard Ms. [redacted]’s request for escalation to a GMEC manager, the representatives were escalating Ms. [redacted]’s call in accordance with GMEC’s escalated complaint policy.  While GMEC managers are not always immediately available to provide assistance to a customer, GMEC does ensure that escalated account supervisors are available to address all escalated customer concerns within a timely manner additionally call backs are made to such customers within a 24-48 hour time frame.Account StatusMr. [redacted]'s account is active and currently has a $0.00 balance.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###-###-####

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 complaintMr. [redacted] complaint against Green Mountain Energy...

Company (GMEC) concerns continued invoicing for the account after vacating the premise of [redacted].HistoryGMEC’s records indicate that Mr. [redacted] service account at [redacted] has been active with GMEC since January 17, 2017.  On August 4, 2017, an invoice for $111.44 was sent for the billing period of June 30, 2017 through August 2, 2017. On August 7, 2017, Mr. [redacted] contacted GMEC stating that electric service was to end for the account as of July 31, 2017.  GMEC advised that a request to cancel service was not received from Mr. [redacted] and that the account was still active.  Mr. [redacted] requested that the usage be backdated to July 31, 2017 as he vacated the premise.  GMEC confirmed that the usage could not be backdated as a request was not received to close the account in Mr. [redacted]’ name.  Mr. [redacted] ended the call. On August 12, 2017, GMEC received notification that an enrollment request from another retail electric provider (REP) was received at [redacted] effective August 15, 2017 resulting in the closure of Mr. [redacted] account.  On August 14, 2017, Mr. [redacted] contacted GMEC stating that he vacated the premise as of July 31, 2017.  Additionally, Mr. [redacted] stated that he contacted GMEC on August 7, 2017 to request a cancellation of service but continued to be invoiced for the account.  A request was submitted to dispute the final invoice to be effective for August 7, 2017. On August 15, 2017, GMEC contacted Mr. [redacted] and verified that due to not receiving a request to disconnect service, Mr. [redacted] would be responsible for charges in his name; however, due to the request for disconnection as of August 7, 2017, the account would be credited for the period of August 7, 2017 through August 15, 2017.     On August 17, 2017, a final invoice for credit balance of $26.79 was sent for the billing period of August 2, 2017 through August 15, 2017 with Current Charges of $12.14, a Deposit Refund of $150.00, Deposit Interest of $0.37 and a Balance Forward of $111.44.  On August 18, 2017, a corrected final invoice for a credit balance of $33.73 was sent for the billing period of August 2, 2017 through August 15, 2017 with Current Charges of $12.14, a Deposit Refund of $150.00, Deposit Interest of $0.37, a Bill Adjustment credit of $6.94 and a Balance Forward of $111.44.  ResolutionGMEC has invoiced Mr. [redacted] account in accordance with the Terms of Service.  Additionally, the disputed period of August 7, 2017 through August 15, 2017 was credited to the account and reflected on the corrected final invoice as a Bill Adjustment credit of $6.94.  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]

GMEC’s remittance department has requested an immediate response from Financial Controls Department (GMECs Vendor), to obtain the requested documentation on Ms. [redacted]’s behalf.  Additionally, GMEC has contacted Ms. [redacted] and provided an update of the payment documentation request.  Ms. [redacted] account will be protected for the disputed amount until GMEC is able to provide the requested documentation. Once the documentation is received, GMEC will send a response.Thanks,[redacted]

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