Bc Products Co Llc

Green Mountain Energy received Mr [redacted] ’s complaint on August 12, 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 verificationFollowing 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, 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, 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] Market Street, 10th Floor Philadelphia, PA [redacted] ***

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company, we take complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings:IssueMr [redacted] ’s complaint against Green Mountain Energy Company (GMEC) concerns misinformation provided by a GMEC door-to-door sales representative about the price plan he was offered Mr [redacted] states that a GMEC door-to-door sales representative advised him that switching to GMEC would result in lower costs than his previous retail electric provider (REP)Mr [redacted] states that the switch to GMEC has resulted in higher costs than his previous retail electric providerMr [redacted] is requesting to cancel the price plan without penalty.HistoryAfter researching this complaint GMEC has concluded the following: Our records indicate that on July 6, 2015, GMEC received an enrollment request from Mr [redacted] via a door-to-door sign up Mr [redacted] agreed to switch his electric service account at [redacted] to GMEC Mr [redacted] agreed to enroll in the GMEC Solar Spark Select plan with a $Promotional Incentive bill creditThe term of this plan is months and it has a $Early Cancellation Fee Mr [redacted] was provided terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the GMEC door to-door sales representative on July 6, Mr [redacted] ’s switch completed July 6, Multiple contacts from Mr [redacted] were received August 13, through October 5, disputing the terms of the price plan and a cancellation fee assessed by his previous REPMr [redacted] also requested to cancel the switch and return the electric service to his previous REP GMEC representatives advised Mr [redacted] that GMEC is not responsible for his previous REP’s cancellation fee and he has been invoiced in accordance with the price planThe GMEC representatives also advised Mr [redacted] that the account will incur an Early Cancellation Fee of $200.00, if he switches the electric service to another REPOn October 6, 2015, GMEC received notification that the electric service account at Bobolink was switching to another REP effective October 6, 2015.On October 9, 2015, a final invoice for $was sent for the final billing period of September 15, through October 6, This invoice included an Early Cancellation Fee of $200.00.Multiple contacts from Mr [redacted] were received October 14, through November 24, disputing the Early Cancellation FeeAn investigation was submitted to review his accountA GMEC representative determined that during the enrollment call, Mr [redacted] was disclosed all pricing information on the GMEC Solar Spark Select price plan; therefore that account was invoiced correctly, in accordance with his Terms of Service and EFLMr [redacted] was advised that the Early Cancellation Fee is valid.ResolutionGMEC regrets any miscommunication Mr [redacted] may have experienced; however, a review of his account determined that Mr [redacted] was invoiced in accordance with his Terms of Service and EFL We have addressed Mr [redacted] ’s door-to-door sales representative issues with sales management As part of training and company policy, all sales agents are required to provide accurate information when selling to potential customers All agents have been reminded of this We work hard to ensure that our sales, customer service practices and personnel properly provide accurate information and meet high standards for quality, courtesy and professionalism whether those programs are conducted with GMEC employees or third-party contractors As a courtesy, a request was submitted to waive the Early Cancellation Fee of $Mr [redacted] will receive a corrected final invoiceMultiple attempts to contact Mr [redacted] to provide an update were unsuccessful.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 seriously We always appreciate hearing from our customers and want to ensure their concerns are addressed Please see below for a summary of our findings: IssueMr [redacted] complaint against Green Mountain Energy Company (GMEC) concerns fees accessed when an invoice is not paid by the due dateHistoryIn review, GMEC’s records does not reflect an active account for Mr [redacted] for the electric service address of [redacted] ResolutionGMEC apologizes for any miscommunication or confusion Mr [redacted] may have experienced On October 15, 2015, a GMEC representative attempted to contacted Mr [redacted] ; however, the contact number provided in the complaint was invalidFor 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 the attached response to Revdex.com Case # [redacted] .Thanks, [redacted] ***

Complaint: [redacted] I am rejecting this response because:In GMEC's response, ONCOR indicated that the usage and meter reads are accurateI am wondering how ONCOR can reach such conclusionDid ONCOR really go to the field and check the meter is functioning correctly? I request GMEC to provide me a formal report from ONCOR to explain how they reach such conclusion.I already reported the unexpected high usage of electricity during May 2017, and followed up few times, but never got response from GMEC, toward a resolutionConsidering all the time and energy I spent, the frustration and emotional suffer, I still request a compensation from GMEC.After all, regardless how GMEC and ONCOR explain, I know I consumed little or almost no electricity during the whole time period with GMEC, since nobody lived in the apartment, and we also checked to make sure the electrical appliance was turned off 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 Mr [redacted] ’s concerns regarding the price plan for the electric service at Blue Sky Drive.On November 13, 2015, Mr [redacted] contacted GMEC and requested to connect temporary service for a property that he would be selling; therefore, the electric service at Blue Sky Drive was placed on a GMEC’s business plan An accordance with GMEC’s business rules enrollments for temporary service on residential meters for make ready to rent, lease, clean or sale are placed on a business rate.Additionally, Mr [redacted] agreed to enroll on the GMEC’s Small Temp Service plan This plan offers an energy charge of $cents per kWh The term of this plan is month to month and has no Early Cancellation Fee During the enrollment Mr [redacted] was provided with the components of the Small Temp Service plan Additionally, the GMEC sales representative provided Mr [redacted] with a signed copy of his terms of service agreement.For any additional questions about this concern, please contact me at [redacted] I am available Monday through Friday from 8:a.mto 5:p.m

GMEC's Response to Revdex.com Case # [redacted] is attachedFor 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 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 ***’ complaint against GMEC concerns the disconnection and the unauthorized switch of her electric service at [redacted] On January 4, 2017, GMEC received notification that due to a morequest received from another retail electric provider (REP) at [redacted] , Ms***’ account # [redacted] was closing effective January 4, On January 5, 2017, Ms [redacted] contacted GMEC to advise that she was without power and that she did not agree to cancel her electric service with GMEC; therefore, a request was processed to investigate Ms***’ account At that time, GMEC processed a priority morequest to regain Ms***’ electric service account at [redacted] effective January 5, establishing account # [redacted] During the call, Ms [redacted] was offered to enroll on the GMEC’s Pollution Free (Variable) plan and she agreed This plan is month to month and has an average price of 8.9¢ per kWh based on an average monthly usage of 2,kWh.On January 6, 2017, a final invoice for $under account # [redacted] was sent for the final billing period of December 13, through January 4, with Current Charges of $and a $Late Payment Penalty due by February 3, On January 7, 2017, Ms [redacted] contacted GMEC requesting that she be reimbursement for food damages due to the loss of power A GMEC representative advised Ms [redacted] that once she contacted GMEC on January 5, and advised that she should have power and her electric service should not have been cancelled, GMEC submitted a request to the Transmission and Distribution Service Provider (TDSP) to restore power which completed the same day; thus, reimbursement for the loss of food was not warranted Ms***’ call then dropped; therefore, no additional information was provided regarding the account.ResolutionGMEC received a valid transaction and authorization from ERCOT to close Ms***’ GMEC account # [redacted] effective January 4, due to an enrollment request received by another REP and GMEC responded appropriately Ms***’ GMEC service was cancelled and the new customer enrolled at the premise as per the request verified by ERCOT and the other REP After Ms [redacted] advised GMEC that her electric service should not have been cancelled nor disconnected, GMEC immediately submitted a request to restore power and regain her account through the retail market which completed effective January 5, under account # [redacted] As such, reimbursement for damages is not warranted Any fees associated with the reconnection of Ms***’ account due the inadvertent switch of her premise will be waivedAdditionally, although Ms [redacted] agreed to terms of the Pollution Free (Variable) plan, she may contact me at the number below to discuss available price plan options for the account I’m available Monday through Friday from a.mto p.m [redacted] ***Customer Support [redacted]

Complaint: [redacted] I am rejecting this response because:I was called and he phone rang twice Nd she hung upI called her back immediately and she did not answerI left my phone number and asked for a call backI was never contacted againThis was a couple of days agoThey are not making a converted effort to resolve thisI call this lady back within two minutes of her call and left a message on her answering machineShe has not called me backAdditionally, it is noted that the service was not cancelled as per my requestI was told I could extend the cancelation for a couple of days with no problemThey did not cut off the serviceAdditionally, I did contact the collection agency in or I received mail from them and that is how I first came aware of this situation and I also called green mountainI called also my apartment community and had information from themGreen mountain has a message from me from days ago and no one ever called me back and I have been waitingI do not accept any billing or fees past the requested date of service cancellation 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 satisfactory to meI was able to speak to at least two representatives by Green Mountain on the phone, and they assured me that the enrollment had been canceledThey also took my complaint about the salesperson who was basically telling me what to say to the person on the phone who took my enrollment and noted to their management of my complaints regarding the salesperson Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Green Mountain Energy understands all the nuances of their very complicated price offerings They have many different plans to buy energy; a dozen for consumers on their website aloneThe consumer is at a disadvantage They know this I believe they do this intentionally I have a residential house in a residential neighborhood with a residential meter They put me on something called "the small temp plan", which is not even offered on their website On their website is a temp plan for residential customers which is cents per Kwh For them to claim, that I had to choose the expensive temp plan because I wanted the freedom to cancel quickly is disingenuous I could have had the same benefit of easy cancellation at cents per Kwh less and with less taxes.Why did they do this? I suspect because I accidentally called the commercial number versus the residential number and that the person who answered the phone gets paid on commission GMEC has likely given him an incentive to get the sale and a disincentive to advise the customer that they should be talking to the residential services department Is GMEC in the right legally? Maybe After all I signed the contract Or maybe they are not Is it legal under Texas law to charge someone a commercial rate when they have a residential meter? Are they in the right ethically? Of course not They did not provide me with the best service for my needs because they were looking out for themselves The electricity they provided was the EXACT SAME electricity I would have received if I had been tagged a residential customer I received no additional benefit for this added fee As stated I could have been on the exact same month to month program at a lesser cost So I received no benefit in terms of the ability to cancel quickly This is reminiscent of the old days of buying a car from a sleezy used car salesman The consumer pays whatever they can get out of him, regardless to value The funny thing about this is we have been sitting here going back and forth arguing about $ They have easily spent that in salaries dealing with this problemHad they settled this initially they would have spent $300, but would have had a happy customer Now for the savings of $they have spent many hours in resolution and they have a very unhappy customer That only is bad business Sincerely, [redacted] Regards, [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] disputes the invoiced energy charge for the electric service at [redacted] HistoryOn April 24, 2012, [redacted] agreed to enroll in the GMEC Pollution Free Conserve plan This plan offers an energy charge of $cents per kWh, a $base charge and Oncor Advanced Metering Charges of $per monthThe term of this plan is months and it has a $early cancellation fee [redacted] was sent a copy of his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) on April 26, On September 11, 2012, [redacted] was sent a contract expiration notice advising that his current price plan was expiring and that if another plan was not selected, his account would transition to the GMEC Pollution Free MonMonth price plan Additionally, this notice provided [redacted] with information regarding the GMEC Pollution Free Month-to-Month plan.GMEC records reflect subsequent invoices sent reflect the Pollution Free MonMonth price planGMEC received emails from [redacted] on May 18, and May 19, inquiring about his rate and requesting an explanation of GMEC price plansOn May 18, and May 19, 2015, a GMEC representative contacted [redacted] via email and provided an explanation of his rate and GMEC price plan optionsResolutionGMEC regrets any inconvenience or confusion these proceedings may have caused [redacted] After a thorough review of account, it has been determined that [redacted] has been invoiced correctly in accordance with his EFL and meter readings received from Uncork Electric DeliveryGMEC offers a variety of price plans through multiple channels which may reflect different pricing points and or incentives, and are subject to change Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pricing details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment GMEC offers several variable and fixed rate plans A customer can choose a fixed-rate plan with a minimum term contract that would not change from month to month Such plans can have lower rates because GMEC is able to forecast how much electricity is needed for their long-term customers allowing them to negotiate a better price for electricity in the market With variable rate plans, GMEC must purchase electricity quickly based on current market prices Depending on current market conditions, these prices may be higher or lower than the negotiated price for fixed-rate plans 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]

Tell us why here...Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company, 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 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, At that time, the GMEC representative advised Ms [redacted] there was no record of a cancellation requestMs [redacted] requested to escalate the call; however, in the process of being connected to a supervisor the call 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, On September 29, 2014, a final notice for $was sent to [redacted] due by October 15, 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, 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 ServiceAt this time, no billing adjustments are warranted A GMEC representative attempted to contact Ms [redacted] regarding her concern however, the attempts were unsuccessfulMessages 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 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:IssueMs [redacted] ’ complaint against Green Mountain Energy Company (GMEC) concerns the timeframe to receive her security deposit refund for electric service at [redacted] **.HistoryOn November 14, 2016, an online request was received from Ms [redacted] requesting to switch her electric service at [redacted] to GMEC effective November 18, and her request was processed During the enrollment, Ms [redacted] was advised that a security deposit of $was required to complete her switch request At that time, Ms [redacted] processed a credit card payment of $satisfying the security deposit request.Later on November 14, 2016, GMEC received notification that the November 14, switch request was rejected due to a switch hold being placed on the electric service identifier (ESI) by another retail electric provider (REP) On November 16, 2016, attempt was made to contact Ms [redacted] to inform of the switch hold; however, the attempt was unsuccessful and a voice mail message was left.Later on November 16, 2016, Ms [redacted] contacted GMEC and requested to cancel the switch request and she was provided with an explanation of the November 14, switch reject At that time, Ms [redacted] requested that her security deposit be refunded and she was advised that her request would be processed within business daysMultiple contacts were received from Ms [redacted] from November 21, through December 16, regarding the status of her security deposit and she was advised that her security deposit refund was sent in a form of a check via mail to [redacted] on December 15, 2016.Resolution Upon receiving notification that Ms [redacted] no longer wanted to initiate electric service with GMEC, a request was processed to refund her security deposit payment of $which completed on December 15, with a refund check being sent via mail to Ms [redacted] at [redacted] **.Multiple attempts to contact Ms [redacted] regarding her refund concern were unsuccessful Voice messages were left providing a direct contact number for further discussion of the account if needed.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 713-488-

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]

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] 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, Ms [redacted] enrolled in GMEC's Pollution Free Power as You Go Apartment (Variable) planThe term of this plan is month to month and it has no Early Cancellation FeeAn email confirmation was sent to Ms [redacted] at [redacted] on June 8, 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 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 $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 $ On December 19, 2016, a Low Balance Alert was generated advising that the electric service account at [redacted] had a negative balance of $ Because Ms***’ account balance was not above the $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 nonpaymentMs [redacted] was advised that in order to restore the electric service, a payment in the amount of $will be accepted as a courtesy Later on December 20, 2016, Ms [redacted] contacted GMEC to advise that a payment of $was processed using GMEC’s online account management (OAM) systemAt that time, a reconnection request was submitted to Oncor as a courtesy, which completed later on December 20, Resolution A review of Ms***’ 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 $ Additionally, invoices sent Ms [redacted] reflected GMEC's Pollution Free Power as You Go Apartment (Variable) plan pricingA Payment and Usage Summary detailing Ms***’ billing and charges from July 5, through December 28, was sent on December 28, As such, GMEC has invoiced Ms***’ 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 belowI’m available Monday through Friday from a.mto p.m [redacted]

Complaint: [redacted] I am rejecting this response because: the response does not accept any responsibility for the error made by the company It just states that they submitted it to collections It does not state that any adjustments will be made It is ridiculous It is not surprising, though, as it has been years It is the same old thingIt is not ethical to bill a person for electricity they did not use It is not ethical business practices to bill someone for your error They have made no further attempts to contact me and are recalcitrant BBC, thank you for attempting to mediate between me and this duplicitous company I believe it has failed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Thank you for finally responding, This truly amazes me, sense I have not heard from [redacted] , the person from your company who was to be handling this issue in almost a month; nor have you responded to my Revdex.com response that I gave almost weeks agoYou are now responding because I have taken my lawyers advice and changed electric companiesI have told your management staff continuously that I have small children, I cannot come home without electricityI have been living in fear sense this situation has taken place and you have refused to handle this professionallyOnce again I was told by your management staff that making a payment to the account would forfeit my chances of receiving my missing credit; therefore my account has been adding up month over month, while waiting on a credit of $It is astonishing that you would rather risk losing a customer of over years, than admit that there was a mistake made on your endHOW DARE YOU respond, stating that I have not given the information that you have asked forI have been jumping through hoops providing you with information since DecemberI have driven over an hour to go to the corporate office of the bank, just to be given the same information by the banks’ DirectorYour company is full of malarkey and lies, you will continue to lose customers by the way you treat themHowever; I am prepared to go to court if necessaryMy lawyers have spoken with the bank and retrieved statements from the bank managers that your company mangers spoke with; in verifying that the payment went throughI also have fax receipts showing proof that I sent this information over and over throughout the months (which cost $a page), along with the email communication between me and you’re so called corporate office; including [redacted] I am sure that you should have the recorded calls of me and [redacted] (please check the date of the last time we spoke; along with the date of my last Revdex.com post, you will see that it was quite some time agoWhich proves the only reason why you are responding today is because I left the companyNot because you were ever going to resolve my issue)Explain to me why you are just now responding after I felt force to leave the company? I think it is in your best interest and mine to drop this situation, since you have been refusing to handle it in a professional and timely mannerYou have continuously come up with excuses and reasons no too credit the accountAs an angry, agitated, furious, aggravated customer, we both need to drop this issue; as I am tired of going back and forth with youYou have wasted enough of my time and energy, so I request that you take your last bill, clear the balance and allow me to move onI am no longer your customer and I want nothing to do with you; however I will not allow you to try to ruin my credit by placing a balance on it; that you allowed to accrue do to your untactful way of handling matters and unknowledgeable employeesAs I stated before, at this point you need to clear the balance and we can both be rid of each other Regards, [redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company, 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 Green Mountain Energy Company (GMEC) concerns an unauthorized switch of her electric service account at [redacted] to GMECMs [redacted] states a GMEC representative advised her daughter that she could get a cheaper rate and the GMEC representative processed a switch request without her authorizationMs [redacted] is requesting to cancel the switch request History After researching this complaint GMEC has concluded the following: Our records indicate that on December 23, 2015, GMEC received a request to enroll the electric service for Ms [redacted] via an electronic tablet enrollment at a H.E.Bstorefront retail location effective within the next business daysMs [redacted] provided her date of birth and Social Security Number as authorization for the switchAn enrollment order confirmation email was sent to [redacted] , on December 23, 2015, which included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document On December 24, 2015, Ms [redacted] contacted GMEC and requested to cancel the request to enroll the electric service at [redacted] and stated that she did not authorize the enrollment request and her request was processed Resolution GMEC apologizes for any confusion or inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] account determined that a valid switch request was received; however, due to the request to cancel the switch, the enrollment request did not complete A GMEC representative attempted to contact Ms [redacted] regarding her concern however, the attempts were unsuccessfulMessages providing the GMEC representative contact information were left for further discussion of Ms [redacted] account if needed Ms [redacted] does not have an account with GMEC For any additional questions about this concern, please contact me at the number 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 Mr [redacted] complaint against Green Mountain Energy Company (GMEC) concerns the assessment of late fees for the electric service account at [redacted] *** History On May 24, 2016, Mr [redacted] contacted GMEC and requested to cancel the electric service at [redacted] effective May 28, Additionally, Mr [redacted] requested to enroll electric at address [redacted] effective May 26, On May 25, 2016, an invoice for $was sent for the billing period of April 22, through May 23, due by June 10, 2016, for the electric service at [redacted] *** On June 2, 2016, a final invoice for $was sent for the final billing period of May 23, through May 28, with Current Charges of $and a Previous Amount Due of $due by June 20, 2016, for the electric service at [redacted] *** On June 13, 2016, a Late Fee of $was assessed to Mr [redacted] account being that GMEC had not received payment for the On May 25, invoice On September 15, 2016, Mr [redacted] contacted GMEC requesting a Credit Reference Letter and his request was processed On September 16, 2016, Mr [redacted] contacted GMEC disputing the payment history outlined in the Credit Reference LetterAt that time, A GMEC representative provided an explanation of the late paymentsAdditionally, as a courtesy the Late Fee of $was credited towards Mr [redacted] account Resolution A review of the account determined that [redacted] account has been invoiced correctly based upon the terms and conditions disclosed on his EFL, as a courtesy the $Late Fee has been credited A GMEC representative attempted to contact Mr [redacted] regarding his concern; however, the attempts were unsuccessfulVoice messages providing the GMEC representative’s contact information were left for further discussion of Mr [redacted] account if needed 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]