Bc Products Co Llc

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, On October 28, 2013, a final notice for $was sent to [redacted] due by November 11, 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, 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 $received for the electric service address at [redacted] Mr [redacted] advised he would fax over his financial institution statement reflecting the payment of $posting to his GMEC accountOn 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 documentationLater 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 researchedFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto 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 seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Mr [redacted] complaint against Green Mountain Energy Company (GMEC) concerns the invoiced deferred amount of $from Average Billing and dispute of the month-to-month plan for his electric service account at [redacted] History On July 29, 2014, an online request was received from Mr [redacted] requesting to enroll his electric service at [redacted] Lane effective August 1, In addition, Mr [redacted] account was enrolled in the GMEC Pollution Free (Variable) planThe term of this plan is month to month and has no Early Cancellation Fee On June 15, 2015, Mr [redacted] contacted GMEC to check on his projected bill emails he receivesMr [redacted] was advised that his projected bills are estimation and he will only be invoiced according to his usageDuring the call, Mr [redacted] inquired about enrolling in Average Billing and was advised that he could cancel the program at any time and he would receive a confirmation letterAt that time, Mr [redacted] elected to enroll in the Average Billing ProgramThe Average Billing Program does not reduce a customer’s overall energy expenseAverage Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last billsAs a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electricity the customer uses Subsequent invoices were sent to Mr [redacted] from June 19, through September 18, reflecting the account charges, Average Billing monthly amount and the Average Billing Deferred Balance On September 18, 2015, an invoice for $was sent for the billing period of August 14, through September 15, with Current Charges of $291.09, a Current Average Billing Amount of $and a Late Payment Penalty of $due by October 5, This invoice states, “After payment of your monthly Total Due, your Deferred Balance will be $493.72.” On September 23, 2015, Mr [redacted] contacted GMEC regarding his account status and to see why his bill amounts were fluctuatingMr [redacted] was advised that he was on a variable monmonth plan in which his Energy Charge can change monthly and that due to the price changes, his Average Billing amount could fluctuateMr [redacted] was advised that he could enroll in a term plan for price securityAt that time, Mr [redacted] declined enrolling in a term plan and stated he was going to review his invoices online and compare his rate per kWh over the past months On September 29, 2015, Mr [redacted] contacted GMEC to dispute the monmonth plan for his accountAt that time, a request was processed to investigate MrSpolarich's accountMr [redacted] was provided with a resolution timeframe of 1-billing cycles On September 30, 2015, a review of Mr [redacted] account determined that he enrolled online in a variable monmonth plan on July 29, and no adjustments were warrantedAn attempt to reach Mr [redacted] to advise of the resolution was unsuccessful; however, a voice message was left On October 9, 2015, GMEC received notification that the electric service account at [redacted] Lane was in the process of switching to another retail electric provider (REP) effective October 9, On October 13, 2015, a final invoice for $was sent for the final billing period of September 15, through October 9, with Current Charges of $192.92, a Late Payment Penalty of $and a Balance Due from (Average) Billing Plan of $due by October 29, Resolution GMEC apologizes for any inconvenience or confusion these proceedings may have caused MrSpolarichA review of Mr [redacted] account determined that an online request was received from Mr [redacted] on July 29, to enroll his electric service at [redacted] Lane in the GMEC Pollution Free (Variable) planAdditionally, invoices sent to Mr [redacted] reflected the Average Billing amount, Average Billing Deferred Balance and Current ChargesThe Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoicesAs such, GMEC as invoiced Mr [redacted] account correctly based upon the terms and conditions of GMEC’s Average Billing Program and in accordance with his Terms of Service and EFL For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto 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 seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease 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 belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support 713-488-

Tell us why here...Green Mountain Energy’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease 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, Ms [redacted] enrolled in GMEC's Pollution Free Power As You Go (Variable) planThe term of this plan is month to month and it has no Early Cancellation FeeAdditionally, Ms [redacted] opted to enroll the account on the automatic credit card payment optionAn email confirmation was sent to Ms [redacted] at [redacted] on November 11, 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 $and advising that GMEC estimates less than days of usage remaining before the electric service is disconnected Subsequent, Low Balance Alerts were sent from November 28, through January 5, Resolution A review of Ms [redacted] account determined that she was notified in accordance with the Terms of ServiceAlthough 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 $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 belowI’m available Monday through Friday from a.mto p.m [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, Ms [redacted] agreed to enroll in the GMEC Pollution Free plan The term of this plan is months and it has a $Early Cancellation Fee Additionally, the plan included a $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, On July 25, 2017, Ms [redacted] contacted GMEC to concerning a billing issue which was addressed Additionally, Ms [redacted] inquired on a missing $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 $gift card An initial attempt to email the gift card to Ms [redacted] occurred on July 3, A request has been processed to resend the email gift card promotion out to Ms [redacted] as of August 2, 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 belowI’m available Monday through Friday from 8:a.mto 5:p.m [redacted] Customer Support [redacted]

GMEC 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 a.mto 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: IssueMr [redacted] disputes the price plan for the electric service at [redacted] *** HistoryOn June 12, 2015, an online request was received to switch Mr***’s electric service at [redacted] effective July 6, Mr [redacted] agreed to enroll in the GMEC Pollution Free Conserve Choice price plan This plan offers an energy charge of $cents per kWh for usage up to kWh and $cents/kWh for all usage above kWh in a billing cycle, a $base charge and Oncor electric delivery charges of $per month and cents per kWhThe term of this plan is months and it has a $early cancellation fee Mr***’s enrollment confirmation was sent to the email address of [redacted] on June 12, The confirmation email included links to the terms of service, “Your Rights as a Customer” and electricity facts label (EFL) documents The switch request completed effective July 6, On June 17, 2015, Mr [redacted] contacted GMEC requesting a status of the switch requestThe GMEC representative advised Mr [redacted] that the switch request is scheduled for July 6, and provided the price plan detailsGMEC received multiple contacts from Mrand Ms [redacted] on July 31, 2015, requesting a status of the switch requestThe GMEC representatives improperly advised Mrand Ms [redacted] that the switch request was cancelled and processed a new enrollment request, which resulted in the closure of Mr***’s current account Additionally, an investigation was submitted to review Mr***’s price planOn August 7, 2015, a GMEC representative reviewed the investigation request and enrolled the account on the incorrect price planGMEC received multiple contacts from Mr [redacted] on August 18, disputing the price planThe GMEC representatives advised Mr [redacted] that GMEC is unable to honor the price plan agreed to on June 12, 2015, because the price plan is no longer availableResolutionGMEC apologizes for any inconvenience or confusion Mr [redacted] may have experienced during the establishment of his electric service account with GMECOn August 18, 2015, A GMEC representative contacted Mr [redacted] to advise that GMEC will honor the price plan agreed upon on June 12, Additionally, as a courtesy, $was credited to the accountFor any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto 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 [redacted] is disputing the pricing information provided by the GMEC representative during his enrollment for his electric service account at [redacted] HistoryOn May 30, 2015, a GMEC door-to-door representative contacted [redacted] and he agreed to switch his electric service at [redacted] to GME effective the next meter read date [redacted] agreed to enroll in the Pollution Free Timewise Free Weekends Select which included a $promotional incentiveThis plan offers a Weekday Energy Charge of 14.1626¢ per kWh, Weekend Energy Charge of 0.00¢ per kWh, Centerpoint Energy (CNP) Delivery Charges of $per month and 3.7256¢ per kWh The term of this plan is months and it has an Early Cancelation Fee of $The GMEC representative provided [redacted] with a copy of his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) on May 30, Later that day, [redacted] ***'s switch request to GMEC completedOn June 24, 2015, an invoice for $was sent for the billing period of May 30, through June 19, due July 10, On July 2, 2015, [redacted] contacted GMEC disputing the June invoice stating he was provided different pricing information in comparison to the pricing on his recent invoiceThe GMEC representative listened to [redacted] ***’s enrollment call which determined all mandatory disclosures were provided to [redacted] during his enrollment requestThe GMEC representative explained to [redacted] the 14.1626¢ per kWh Energy Charge was fixed regardless of how many kilowatts were used, however because the Centerpoint Energy (CNP) Delivery Charges included the 3.7256¢ per kWh the average price per kilowatt would vary depending on the amount of kilowatts usedThe average price quoted of 12.6¢ per kWh was based on usage of kilowatts [redacted] stated he was misled since the average amount was quoted at kilowatts and not his actual kilowatt usageThe GMEC representative apologized for the misunderstanding and informed [redacted] the pricing structure was accurately and entirely disclosed during the enrollment call; therefore the $early cancelation fee would be assessed should he decide to switch electricity service providers ResolutionA review of [redacted] ***'s account confirmed that a valid agreement was received on May 30, to enroll the electric service at [redacted] in the Pollution Free Timewise Free Weekends Select plan which included a $promotional incentiveAll pricing information was accurately disclosed to [redacted] prior to completion of his enrollmentAs a courtesy, GMEC has contacted [redacted] and has offered to waive the $early cancelation fee should he decide to select another retail electric providerAdditionally, should [redacted] decide to remain with GMEC, GMEC will honor any GMEC rate plan [redacted] requestsAccount Status [redacted] ***'s account is open and currently has a $balance due July 10,

Complaint: [redacted] I am rejecting this response because: I sent over exactly what was asked for and after they asked for more, I contacted Revdex.com contact number and my bank and was advised by both NOT to send them copies of my entire bank statements, which is what was asked forI explained that I did not feel comfortable with giving them personal information and was advised against it multiple times but the lady said they wouldn't do anything without me sending my whole statementI was also advised not to speak with them further about the matterBesides it being excuse after excuse from the company, they're requesting personal bank information and they severely lack people skillsIt has seemed like a scam from the start with their running around a making up fake dates and contracts Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Their response does not really address our complaintThough 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 contractOur 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 currentlyIn 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 verballyThese sales tactics are unethical bait-and-switch tactics that are indicative of a scamGreen 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 pitchI 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]

Green Mountain Energy’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] is requesting to receive a $gift card promotional incentive for the electric service at [redacted] *** History On July 23, 2015, Ms [redacted] contacted GMEC requesting to receive a $gift card promotional incentiveAt that time, a GMEC representative advised Ms [redacted] that the account was eligible to receive the $gift cardAdditionally, a rebate form was sent via email to Ms [redacted] at [redacted] On December 30, 2015, Ms [redacted] contacted GMEC requesting a status of the $gift card promotional incentiveA GMEC representative advised Ms [redacted] that GMEC records did not reflect that the rebate form was receivedAt that time, an additional rebate form was sent via email to Ms [redacted] at [redacted] Resolution GMEC regrets any inconvenience these proceedings may have caused Ms [redacted] On February 4, 2016, a GMEC representative contacted Ms [redacted] regarding the gift cardAt that time, a request was processed to investigate the account Ms [redacted] will be contacted once the investigation is complete For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto 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 seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] complaint against GMEC concerns the unauthorized switch of her electric service at [redacted] *** History GMEC has served Ms [redacted] electric service account at [redacted] since July 10, On July 14, 2016, GMEC received notification that due to a morequest received from another retail electric provider (REP) at [redacted] ***, Ms [redacted] account was closing effective July 15, On July 19, 2016, a final invoice for $was sent for the final billing period of June 16, through July 15, with Current Charges of $198.16, a $Disconnect Notice Fee, a $Disconnect Request Fee, a $Reconnect Request Fee and a $Late Payment Penalty due by August 4, Payments totaling $were received from July 21, through September 14, through GMEC’s online account management (OAM) which posted to Ms [redacted] account and was applied to the final invoice, resulting and a credit balance of $ On October 20, 2016, Ms [redacted] contacted GMEC to advise that she was not able to process a payment via her OAM and requested the current status of her accountWhile reviewing the account, Ms [redacted] call dropped; therefore, no additional information was provided regarding the account status On November 7, Ms [redacted] contacted GMEC to advise that she did not agree to cancel her electric service with GMEC; therefore, a request was processed to investigate Ms [redacted] account Later on November 7, 2016, GMEC processed a request through the retail electric market to regain Ms [redacted] electric service account at [redacted] as of the date of loss The process to regain Ms [redacted] electric service account at [redacted] completed on November 28, with an effective date of July 19, As such, Ms [redacted] electric service account was invoiced for the billing period of July 19, through November 14, as reflected on the November 29, invoice On December 6, 2016, multiple contacts were received from Ms [redacted] disputing the invoiced billing periods of July 19, through November 14, Ms [redacted] was provided with an explanation of the components used to calculate the July 19, through November 14, invoiced chargesAdditionally, Ms [redacted] was offered the option to set up payment arrangements towards the invoiced charges; however, she declined Resolution GMEC received a valid transaction and authorization from the ERCOT to close Ms [redacted] GMEC account effective July 14, due to an enrollment request received by another REP and GMEC responded appropriatelyMs [redacted] GMEC service was cancelled and the new customer enrolled at the premise as per the request verified by ERCOT and the other REPAfter Ms [redacted] advised GMEC that her service should not have been cancelled, GMEC immediately submitted a request through the retail market to regain her account which completed effective November 28, Although adjustments are not warranted for Ms [redacted] account, she may contact a GMEC representative directly at [redacted] , Monday through Friday, to request payment arrangements for the balance due if needed

Green Mountain Energy Response to BBB Case # [redacted] . Thanks, [redacted] ***

Green Mountain Energy Company’s Response to BBB 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]

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] ’s complaint against GMEC concerns GMEC continuing to charge her for electricity service at her previous address after moving to a new address and notifying GMEC to cancel her service Ms [redacted] ’s states that she called GMEC on or around September 9, to cancel service and to the disconnection orderHistory After researching this complaint we have concluded the following: Ms [redacted] was served by GME at [redacted] from September 19, to November 16, Ms [redacted] ’s GMEC account history did not indicate Ms [redacted] contacting GMEC during her service with GMEC to request a move-out due to moving to a new address On November 16, 2015, another GMEC customer processed a moat [redacted] resulting in the closure of Ms [redacted] ’s account effective November 16, Resolution GMEC regrets any inconvenience or miscommunication these proceedings may have caused Ms [redacted] GMEC’s records do not reflect that a request was received from Ms [redacted] to cancel the electric service account at [redacted] *** Ms [redacted] is responsible for the charges from the electricity service rendered at [redacted] from September 19, to November 16, Nonetheless, as a courtesy, a Disconnect Notice Fee of $and Disconnect Request Fees totaling $were credited to Ms [redacted] ’s accountMs [redacted] will still be responsible remaining electricity charges of $and are considered valid If you have any further questions please feel free to contact meFor any additional questions about this concern, please contact me at the number below I’m available Monday through Friday from a.mto 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: IssueMr [redacted] is stating he was not provided a disconnection notice prior to disconnectionAdditionally, Mr [redacted] is disputing his payment of $not being attempted with his bank.HistoryOn February 27, 2015, a $invoice was sent to [redacted] for the billing period of February 16, through February 25, due March 16, On March 23, 2015, a disconnection notice for the $was sent to [redacted] due April 2, On April 1, 2015, an invoice of $was sent for the billing period of February 25, through March 30, 2015, with a balance forward of $and current charges of $due March 17, On April 3, 2015, a payment request of $was processed online via a onetime back draftAdditionally, a request to place the account on the automatic bank draft payment option was selectedOn April 9, 2015, the payment of $was returned which resulted in a $returned payment chargeDue to the returned payment, the automatic bank draft payment option was removed from Mr [redacted] 's accountOn April 10, 2015, correspondence was sent to [redacted] advising Mr [redacted] his payment of $was returnedGMEC requested Mr [redacted] remit payment immediately to avoid possible disconnection of serviceFull payment was not received for the disconnection notice amount; therefore, a disconnect request was sent to [redacted] which completed April 13, On April 13, 2015, Mr [redacted] contacted GMEC disputing the disconnection of serviceThe GMEC representative explained to Mr [redacted] that the attempted payment of $was unsuccessful and was returned on April 9, Mr [redacted] was informed correspondence of the returned payment was sent on April 10, requesting immediate resubmission of the payment be made to avoid disconnection of service Mr [redacted] processed a onetime bank draft payment of $with the GMEC representativeA reconnection request was submitted and Mr [redacted] 's electric service was turned on later that day Mr [redacted] contacted GMEC later that day disputing the returned payment stating his financial institution did not have a record of the attempted $payment and requested proof of information enteredThe GMEC representative informed Mr [redacted] the payment was processed via his online account management (OAM), which requires that the account owner log into their online account using a user name and password as established by the account owner, therefore any financial information submitted would be processed exactly as the account owner submits and therefore GMEC does not have accessibility or visibility to the financial information being entered.ResolutionGMEC regrets any inconvenience or confusion these proceedings may have caused Mr [redacted] A review of Mr [redacted] 's account confirmed a disconnection notice was mailed on March 23, 2015, in addition to a letter sent on April 10, advising Mr [redacted] the $payment was returned and therefore immediate payment should be made to avoid disconnectionThe $service processing fee has been removed as a courtesy.Account StatusMr [redacted] 's account is active and currently has a $balance

Tell us why here...Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriouslyWe always appreciate hearing from our customers and want to ensure their concerns are addressedPlease see below for a summary of our findings: Issue Ms [redacted] is disputing the invoiced charges for the service address at [redacted] *** History On March 23, 2016, Ms [redacted] processed an online request to initiate electric service at [redacted] effective March 24, Ms [redacted] agreed to enroll on the GMEC Pollution Free Conserve Choice planThis plan offers a Base Charge of $per month, an Energy Charge of 1.225000¢ for usage up to 1,kWh, an Energy Charge of 6.772000¢ for usage greater than 1,kWh and CenterPoint Energy (CNP) Delivery Charges of $per month and 3.8779¢ per kWhThe term of this plan is months and it has an Early Cancellation Fee of $Ms [redacted] ’s move- in completed on March 24, On April 11, 2016, an invoice for $was sent for the billing period of March 25, through April 6, due by April 27, This invoice reflects the GMEC Pollution Free Conserve Choice plan pricing On May 11, 2016, an invoice for $was sent for the billing period of April 6, through May 5, due by May 27, This invoice reflects GMEC Pollution Free Conserve Choice plan pricing On June 5, 2016, Ms [redacted] elected to enroll in the Average Billing program via GMEC’s online account management (OAM) system and her request was processedThe Average Billing Program does not reduce a customer’s overall energy expenseAverage Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last billsAs a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electricity the customer usesMs [redacted] was sent an Average Billing Program Confirmation email on June 5, On June 9, 2016, an invoice for $was sent for the billing period of May 5, through June 6, due by June 27, This invoice reflects GMEC Pollution Free Conserve Choice plan pricing On July 11, 2016, an invoice for $was sent for the billing period of June 6, through July 6, with Current Charges of $158.99, a Late Payment Penalty of $3.15, a Current Average Billing Amount of $and a Balance Forward credit of $This invoice states, “After payment of your monthly Total Due, your Deferred Balance will be $131.84.” Subsequent invoices were sent to Ms [redacted] from August 9, through December 8, reflecting her Current Charges, Average Billing amount and Average Billing Deferred Balance Resolution A review of Ms [redacted] ’s account determined that invoices sent to Ms [redacted] reflected the Average Billing amount, Average Billing Deferred Balance, Current Charges and GMEC Pollution Free Conserve Choice plan pricingThe Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoicesAs such, GMEC has invoiced Ms [redacted] ’s account correctly based upon the terms and conditions of GMEC’s Average Billing Program, the terms and conditions disclosed on the GMEC Pollution Free Conserve Choice plan EFL and the meter readings provided by CNP and no adjustments are warranted For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m [redacted] Customer Support [redacted]

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

Complaint: [redacted] I am rejecting this response because: I requested the service to be cancelled on August 8th to term on the 10thI called again on the 2nd and the still did not cancel my accountThey came up with some crap excuse that the call was disconnectedI told them to cancel my account so they should of cancelled my account then! I was not living at the henderson address after the 10th and to continue to charge me after multiple attempts to cancel the service is complete fraudI paid $dollars on the 11th of August This is complete fraud and needs to be addressed! Regards, [redacted]