Bc Products Co Llc

Green Mountain Energy Company’s Response to Revdex.com Case # ***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*** *** states that her payments were improperly processed, which resulted in disconnection of the electric service at Windcrest DriveAdditionally, Ms*** *** is requesting to receive compensation for food loss. HistoryOn May 7, 2015, an invoice for $was sent with a Balance Forward of $33.03, Reversed Late Payment Penalty of $8.03, Reversed Return Payment Charge of $25.00, Returned Payment of $93.76, Returned Payment Charge of $25.00, Disconnect Notice Fees totaling $40.00, Late Payment Penalty of $and Current Charges of $93.10. GMEC received multiple calls from Ms*** *** on May 11, 2015, attempting to make a card paymentGMEC representatives advised Ms*** *** that due to recent returned payments, the account is not eligible to accept one-time bank draft or credit card paymentsMs*** *** was provided with additional payment options and locationsMs*** *** contacted GMEC representative to provide receipt validation after payment of $at a third party authorized locationMs*** *** improperly assessed a fee of $to validate a receipt payment. On May 13, 2015, a payment of $was posted to Ms*** ***’s account. On June 1, 2015, a disconnection notice for $was sent due by June 11, 2015. On June 8, 2015, an invoice for $was sent with a Balance Forward of $162.79, Service Processing Fee of $5.95, Disconnect Notice Fee of $20.00, Late Payment Penalty of $and Current Charges of $112.13. Later on June 8, 2015, Ms*** *** contacted GMEC representatives to dispute the returned payment fees assessed to her account and to request removal of the “No Checks/Credit Card Allowed” statusAt that time, an investigation was submitted to review her account. On June 9, 2015, a GMEC representative contacted Ms*** *** to provide the results of the investigation submitted to review her account The GMEC representative advised Ms*** *** that her financial institution did not honor the payment because they were unable to locate an account associated with the banking information providedAs a courtesy, the GMEC representative credited Disconnect Notice Fees totaling $40.00, Late Fees totaling $to the account and advised Ms*** *** that the $Returned Payment Charge will be credited within 2-daysAt that time, Ms*** *** processed a card payment of $The GMEC representative improperly advised Ms*** *** that she will only be responsible for the current charges on her next invoice and all the fees were credited to the account. On June 15, 2015, a $Returned Payment Charge was credited to the account. On June 22, 2015, Ms*** *** processed a card payment of $via GMEC’s Interactive Voice System (IVR). On June 29, 2015, a disconnection notice for $was sent, due by July 9, 2015. On July 8, 2015, an invoice for $was sent with a Balance Forward of $103.55, Credit for Disconnect Notice Fees totaling $40.00, Reversed Late Payment Penalties of $12.60, Reversed Returned Payment Charge of $25.00, Disconnect Notice Fee of $20.00, Late Payment Penalty of $and Current Charges of $168.02. Payment was not received by the disconnection notice due date; therefore, on July 13, 2015, a disconnect request was sent to Oncor Electric Delivery (ONCOR). Multiple calls were received from Ms*** *** on July 21, 2015, to dispute disconnection of the electric serviceMs*** *** was provided an explanation of billing and charges and processed a card payment of $with a GMEC representativeAt that time, a reconnect request was sent to ONCORMs*** *** requested compensation due to food loss, stating that she was advised to pay the current charges onlyThe GMEC representative advised Ms*** *** that disconnection of the electric service was not a GMEC error and a food loss claim was not entered. On July 24, 2015, Ms*** *** processed a bank draft payment of $via GMEC’s IVR system. On July 30, 2015, GMEC received notification that the payment for $was not honored by Ms*** ***’s financial institution. At that time, a $Returned Payment Charge was assessed to Ms*** ***’s account. Correspondence advising Ms*** *** of the returned payment was sent on July 31, 2015. On August 3, 2015, a disconnection notice for $was sent, due by August 13, 2015. On August 6, 2015, an invoice for $was sent with a Returned Payment of $189.32, Returned Payment Charge of $25.00, Disconnect Notice Fee of $20.00, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $and Current Charges of $126.83. On August 9, 2015, Ms*** *** processed a card payment of $via GMEC’s IVR system. On August 10, 2015, Ms*** *** contacted GMEC to dispute a returned payment charge and request compensation for food loss, she requested to speak with a supervisor and her call was connected. The GMEC supervisor improperly advised Ms*** *** to provide documentation from her financial institution that the funds were available at the time of payment, in order to dispute the returned payment charge and request compensation for food lossAdditionally, as a courtesy, Disconnect and Reconnect Fees totaling $were credited to the account. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms*** ***Ms*** ***’s request for reimbursement due to food loss after disconnection of the electric service has been referred to GMEC Claims for resolution. A claims representative will contact Ms*** *** with resolution within 30-days As a courtesy, Late Payment Penalties totaling $10.70, Disconnect Notice Fees totaling$and a Returned Payment Charge of $were credited to the account. All fees assessed since March 30, 2015, have been credited to the account Multiple attempts to contact Ms*** *** have been unsuccessful; however, voicemail messages have been provided. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m. *** ***Customer Support***

Green Mountain Energy Company’s Response to Revdex.com Case # ***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***’s son *** *** is disputing the $payment processed on April 8, 2015.HistoryOn April 8, 2015, Mr*** contacted GMEC requesting to make a $payment to reconnect electric service at *** *** *** ***Ms***’s account balance was $at the timeThis balance included a past due balance of $and a current balance of $Several attempts were made to process the requested payment, however the credit card information provided was unverifiable and payments were unsuccessfulA total of seven unsuccessful attempts were madeDuring these attempts a payment of $was attempted and successfully processed to the accountUpon receipt of the $payment, electric service was reconnected at *** * *** *** on April 9, 2015. On April 9, 2015, Mr*** contacted GMEC disputing the payment processed for $stating the payment should have been for $only and he requested the remaining $be returned to his accountA request to investigate the $payment was submitted for review and Mr*** was advised he would be contacted once the investigation was complete. On April 27, 2015, Mr*** contacted GMEC requesting updated information regarding his payment investigationThe GMEC representative advised Mr*** the investigation was still under review and he would be contacted once the investigation was complete. On May 14, 2015, a $payment was processed to Ms***’s account. On June 4, 2015, Mr*** contacted GMEC requesting updated information regarding his payment investigation, the GMEC representative incorrectly advised Mr*** those charges could not be returned due to the payment satisfying the past due balance on the account. ResolutionMr*** has been contacted and was advised to fax in a copy of the disputed over draft charges to GMEC for possible reimbursementAs of June 15, no correspondence has been received, therefor several attempts to contact Mr*** have been madeMr*** is encouraged to fax the previously discussed overdraft payment statements to GMEC at *** for further review. 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. *** ***Customer Support***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I will not be making any payments to this light companyThey have to accept responsibility for their actions and they need to compensate me for my losses for which they have greatly failed to doI will bee seeking for a new electric electric provider on MondayI do not live on streeet A so this issuance of credit for that particular address does not pertain time they will lose a valuable customer

Green Mountain Energy’s Response to Revdex.com Case # *** Rebuttal
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms***, and we understand Ms***’ concerns regarding the Late Payment Penalties, Return Payment Charge and Disconnect Notice Fees assessed to her electric service account.While we understand Ms***’ concerns regarding the fees assessed to her account. Ms***’ account has been invoiced in accordance with her Terms of Service and according to the disclosures noted on her disconnection notices.As a courtesy, a Late Payment Penalty and two Disconnection Notice Fees totaling $were credited to Ms***’ account, leaving a credit balance of $55.70.For any additional questions about this concern, please contact me at ***. I am available Monday through Friday from 8:a.mto 5:p.m

Green Mountain Energy’s Response to Revdex.com Case #*** RebuttalGreen Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms*** and we understand Ms***’s concerns regarding the disconnection of electric service at *** *** ***. After a Disconnection Notice was sent to Ms*** on April 11, 2016, due by April 21, 2016was left unpaid, a disconnect order was sent to Oncor Electric Delivery Company (Oncor)on April 25, 2016, this completed the same day On April 27, 2016, Ms*** contacted GMEC requesting to make a payment to restore electric service at 4*** *** ***A GMEC representative attempted to process a payment in the amount of $734.99; however, the payment declinedAt that time, Ms*** stated she would contact her financial institution and call GMEC back at a later time A review of the account determined that Ms***’s account has been invoiced correctly based upon the terms and conditions disclosed on his EFLAt this time, reimbursement for lost food and medical bills due to the loss of electric service are not 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 *** *** Customer Support ***

Complaint: ***
I am rejecting this response because: I moved into my new residence on 10/16/and recconfirmation of my request and that it would be processed by the following Tuesday or Wednesday can't remember The only way I got the key to *** was to show them that message I can't locate the message but I know I received it I never received an invoice at my new apartment so I just logged in online to finally pay because it had been so long that I hadn't had a bill I've been paying and just noticed it didn't look correct so thats when I looked at the address and noticed the apt number was incorrect I contacted customer service and they told me that I had to pay a deposit and they ran my credit without my approval I told the rep I spoke with that I wasn't going to apply if they had to rerun my credit but she did anyway She then told me to pay $deposit and then they could put in the order I mean the usage kept going down and if I didn't notice it on my bill I'm sure GME didn't either but they can tell that no one was at that residence if they look at the usage Compared to my other months of me being in *** If they can't honor my request and transfer or whatever they need to do to get this on I can look elsewhere I've paid my bills that I had on my account and with my account I had in Houston as well
Regards,
*** ***

Tell us why here...Green Mountain Energy’s Response to Revdex.com Case #*** Rebuttal
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms*** and we understand Ms***’s concerns regarding the payment of $posting to her electric service account
While we understand Ms***’s concerns regarding the unapplied paymentMsMs***’s account has been invoiced in accordance with her Terms of Service
The payment was submitted to us by the originator (PreCash) for processing on May 16, 2015; however the payment failed due to an invalid account numberGMEC processed a refund for this payment on May 18, The funds were returned electronically to PreCashOnce received, PreCash would have refunded the originating financial institutionMs*** should check her bank statement to verify if the funds were credited backIf she does not see the funds credited to her account, she will need to open an inquiry with her online bill pay customer service so they can research to determine where the funds are
For any additional questions about this concern, please contact me at 713-488-I am available Monday through Friday from 8:a.mto 5:p.m

To Whom It May Concern, Green Mountain Energy received MsS R ***’s complaint on December 22, 2015. The following outlines her enrollment, account status, and our resolutionPrior to receiving the complaint, on September 15, 2015, Green Mountain Energy did not speak with Ms
***. Upon receiving her complaint, Green Mountain Energy spoke with Ms*** on December 22, 2015. During this call, we apologized for any dissatisfactory experience she may have had with Green Mountain Energy. Green Mountain Energy does not condone deceptive behavior by any of our representatives, and we have a strict code of conduct for all sales. Furthermore, we assured Ms*** that none of her information was in our system, and she will not have an account with Green Mountain Energy. We consider this matter closedPlease let me know if you need any additional information regarding this complaint *** *** *** *** *** *** *** *** ** ***
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Complaint: ***
I am rejecting this response because:This exact information and these exact directions were given to me several months ago by a GME representative I did open an inquiry with my bank and they determined through PreCash that the refund was never received I then requested on several occasions that GME fax proof of the return to my bank, but it was never doneThis is the whole reason why I opened up this complaint with the Revdex.com in the first place, and in both of my prior Revdex.com messages, I stated this very clearly and provided you with the name and fax number of the person handling the inquiry at CityBank THE PROOF OF THE RETURN OF THE FUNDS TO PRECASH HAS TO BE FAXED TO MY BANKThe fax number is *** and the contact person is *** ***This is my third message through the Revdex.com requesting this (in addition to the four requests I made directly to GME) and we are exactly in the same boatIf the payment was returned, why can't GME fax the proof to my bank? Why is this very clear request being ignored over and over? Are any of these messages being read?
Please help!
*** ***

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 attachment for a summary of our findings:

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 requesting a credit balance refund resulting from an overpayment. Additionally,Ms. [redacted] states that the GMEC representatives could not locate or confirm any record of an overpayment on the account.   History  On October 23, 2017, Ms. [redacted] processed a payment of $24.95 to her closed account #[redacted].   On October 25, 2017, Ms. [redacted] processed a payment of $24.95 to her closed account #[redacted] resulting in a credit balance of $24.95.    On November 16, 2017, Ms. [redacted] contacted GMEC to advise that a double payment was made on a previous closed account and to request a refund for the overpayment; however, Ms. [redacted] could not provide the account number in which the payment was processed.  The GMEC representative could not confirm that an overpayment was made on Ms. [redacted]’s account.  At that time, a request was processed to research Ms. [redacted]’s overpayment.    On November 20, 2017, a review of Ms. [redacted]’s account determined that the overpayment could not be located and Ms. [redacted] would have to submit a copy of her bank statement to research the payment further.   On January 12, 2018, Ms. [redacted] contacted GMEC regarding her overpayment and to determine what documents were required to research further.  Ms. [redacted] was provided with the fax number to submit her bank statement.  No additional action was taken.    Resolution  GMEC regrets any inconvenience or confusion these proceedings may have caused.  A review of Ms. [redacted]’s account determined that a double payment of $24.95 posted to her closed account #[redacted], resulting in a credit balance refund of $24.95; therefore, a refund request was submitted on January 19, 2017 for the amount of $24.95.  Additionally, Ms. [redacted] was contacted on January 19, 2017 and provided with her account status.     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]
[redacted]
[redacted]    Tell us why here...

Complaint: [redacted]
I am rejecting this response because: as usual Green Mountain does NOT listen to their customer in EACH event they mentioned I had mad my payment with either their online service or after that was not an option because of the issue I paid through my bank.  I have NO issues paying any other company through my bank. Green Mountain said my bank returned payment and that is NOT true. I sent documentation to their customer service on EACH one of these incidents showing that the payment was sent in PLENTY of time before it was due.  I also asked them to contact their IT department and verify that their communication with [redacted] was not an issue.  They did not do that. Each and every time I contacted Green Mountain they want to blame me OR my bank and yet I do not have this issue with any other bill paying so why Green Mountain.  YES they are able to assess late fees and disconnect fees.  My electricity has NEVER been disconnected but I get disconnect fees how is that true.  My biggest problem with Green Mountain is they do not listen or look at the documentation I have sent them regarding these bogus charges.  They may take this comment seriously BUT they do not take their customers serious or care when they speak to them.  I appreciate the small gesture of 55.?? BUT you raped me for a lot more than that!
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:...

IssueMs. [redacted]' complaint against GMEC is regarding the change of her scheduled move out request of May 26, 2015 for her electric service at [redacted].HistoryOn May 20, 2015, Ms. [redacted] contacted GMEC requesting to transfer her service from [redacted] to [redacted]. Ms. [redacted] requested to terminate service at [redacted] on May 26, 2015 and initiate service at [redacted] on May 22, 2015. The GMEC representative advised Ms. [redacted] should she decide to change the move in date or the move out date, GMEC requires a minimum of 2 business days advanced notice prior to the requested dates tom complete the new request. Ms. [redacted] agreed to transfer service and the GMEC representative submitted the transfer of service request. On May 22, 2015, Ms. [redacted] contacted GMEC requesting to change the May 26, 2015 move out date for service address [redacted] to June 6, 2015. Unfortunately, GMEC requires a minimum of 2 business days advanced notice prior to the requested move out date to allow Oncor, the Transmission and Distribution Utility Company, enough time to cancel the previous request and complete the new request.  Due to Ms. [redacted] contacting GMEC on the evening of Friday May 22, 2015 and Monday May 25, 2015 being a holiday, GMEC advised Ms. [redacted] there was insufficient time to change her move out request, however a move in request for May 26, 2015 could be submitted to reconnect her electric service should the move out request be completed. Ms. [redacted] did not accept to process a move in request at this time and disconnected the line. On May 26, 2015, Ms. [redacted] contacted GMEC requesting the scheduled move out for that day to be changed to June 6, 2015. The GMEC representative informed Ms. [redacted] GMEC could not change the move out request due to insufficient time, however a priority move in request could be submitted for the same day, therefore should the move out request complete causing her service to be disconnected; the electric service will be reconnected shortly thereafter. At this time Ms. [redacted] agreed to process a priority move in request for May 26, 2015 for service address [redacted] . Later that day Ms. [redacted]' move out request for service address [redacted] completed followed by the priority move in request, which initiated service once again. Ms. [redacted] was advised she should contact GMEC once she is ready to terminate service at [redacted].ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. [redacted]. A review of Ms. [redacted]’ account determined that due to Ms. [redacted] contacting GMEC on the Friday evening of May 22, 2015 and Monday May 25, 2015 being a holiday, her request to change her move out request scheduled for May 26, 2015 could not be processed, however GMEC submitted a priority move in request scheduled for the same day to ensure electric service would be immediately reconnected should the electric service be disconnected at [redacted].Account StatusMs. [redacted]' GMEC 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###-###-####

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

payment plan for the final balance for her account. Additionally, Mr. [redacted] states that Green Mountain did not provide notification that the account was being referred to collections.HistoryOn September 14, 2016, GMEC received notification that the electric service account at [redacted] was being closed out of Ms. [redacted] name effective September 14, 2016.On September 16, 2016, an invoice for $261.03 was sent for the billing period of September 9, 2016 through September 14, 2016 with a Balance Forward of $234.82 and Current Electricity Charges of $26.21 due by October 3, 2016.On October 25, 2016, a final notice was sent to Ms. [redacted] advising “that your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.  You will NOT receive any further notices.”On November 5, 2016, a bank draft payment for $50.00 posted to Ms. [redacted] account via Ms. [redacted] online account management (OAM).Payment satisfying the account balance was not received; therefore, on December 4, 2016, the outstanding account balance of $211.03 was referred to a collections agency.     ResolutionGMEC account records do not reflect any agreement to establish a payment plan on the final balance reflected for Ms. [redacted] account.  Additionally, proper notification was sent to Ms. [redacted] to advise that in order to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.GMEC account records reflect that invoices and final notices were mailed to the original mailing address of record at [redacted].  GMEC records do not reflect any contacts received from Ms. [redacted] to update her mailing address and GMEC has no records of any returned mailGMEC apologizes for any inconvenience these proceedings may have caused Ms. [redacted]; however, Ms. [redacted] account has been billed in accordance with the Terms of Service and the necessary actions taken were appropriate.  Upon receiving payment of the final balance of $211.03, GMEC will contact the collection agency and the account will reflect paid in full. At Ms. [redacted] request, a letter of confirmation can also be provided.Multiple attempts to contact Ms. [redacted] and provide an update were unsuccessful.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.

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

findings:   IssueMr. [redacted]'s complaint against Green Mountain Energy "GMEC" is that he did not authorize the switch of his electric service to GMEC at his service address [redacted]. Mr. [redacted] states on April 11, 2015 he was at a grocery store and spoke with a GMEC sales representative who explained to Mr. [redacted] he could sign up to receive rate plan information from GMEC. Mr. [redacted] agreed to receive additional rate plan information, however he did not request to switch his electricity service provider. HistoryOn April 11, 2015, an online enrollment was submitted for service address [redacted] which completed later that day. The rate plan selected with this enrollment was the GMEC Pollution Free Watersaver 12 plan. This plan offers an Energy Charge of 7.0193¢ per kWh ONCOR Electric Delivery Charges of $9.00 per month and 3.9806¢ per kWh. The term of this plan is for 18 months and it has a $200.00 Early Cancellation Fee. On April 21, 2015, a $25.81 invoice was sent to Mr. [redacted] for the billing period from April 11, 2015 through April 17, 2015 due May 7, 2015. On May 1, 2015, an online payment of $25.81 was made to Mr. [redacted]'s account. On May 4, 2015, GMEC received a switch request from another service provider which completed later that day, terminating Mr. [redacted]'s service with GMEC. On May 6, 2015, a $278.45 final invoice was sent to Mr. [redacted] for the billing period of April 17, 2015 through May 4, 2015 which included a $200.00 Early Cancellation Fee due May 22, 2015. On June 29, 2015, Mr. [redacted] contacted GMEC disputing the $278.45 final invoice stating he did not authorize a switch request to GMEC. On July 26, 2015, due to no payment received, the $278.45 past due balance was sent to a [redacted]ctions agency. ResolutionGMEC regrets any inconvenience and miscommunication these proceedings may have caused Mr. [redacted]. Mr. [redacted] was contacted on July 3, 2015 and was advised the $278.45 balance was removed from the [redacted]ctions agency and any negative impact has also been removed. Additionally, the $200.00 early cancellation fee has been removed leaving a balance of $78.45 for usage from April 17, 2015 through May 4, 2015. Account StatusMr. [redacted]'s GMEC account was closed on May 4, 2015 and currently has a balance of $78.45.

Please see Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because: As always Green Mountain does not now or have they in the past actually LISTEN to the issue they just want to spout out their policy.  I am done dealing with them and have cancelled my account with them.  Thank you Revdex.com for at least getting me back 55.00
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:  IssueMs. [redacted] is disputing two returned payments on her GMEC account, stating her bank never received  payment requests for the attempted payments from GMEC. HistoryOn November 10, 2014, Ms. [redacted] processed a onetime bank draft payment request of $139.21 via online. On November 14, 2014, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account. On November 17, 2014, a notification was sent advising Ms. [redacted] that the attempted payment was unsuccessful at this time. The notification requested Ms. [redacted] remit the payment or attempt to contact GMEC to avoid possible disconnection of service.   Ms. [redacted] resubmitted the $139.21 payment via credit card on November 20, 2014 which successfully posted to her account. From December 4, 2014 through March 11, 2015 Ms. [redacted] successfully processed one time bank draft payments for monthly invoiced amounts. On April 11, 2015, Ms. [redacted] processed a onetime bank draft payment request of $65.11 via online. Later that day a switch request was received closing Ms. [redacted]'s account with GMEC. On April 16, 2015, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account. On April 17, 2015, a notification advising Ms. [redacted], the attempted payment was unsuccessful at this time. The notification requested Ms. [redacted]'s remit a payment or attempt to contact GMEC to avoid possible disconnection of service. Additionally, due to multiple returned payments, the option to process payments with credit cards or checks was removed from Ms. [redacted]'s GME account. On April 23, 2015, Ms. [redacted] contacted GMEC disputing the removal of the credit card and check payment option on her account. The GMEC representative explained to Ms. [redacted] because two payments were returned, the credit card and the onetime bank draft options were no longer available options to submit payments. The GMEC representative offered Ms. [redacted] other payment alternatives however Ms. [redacted] wanted to dispute further. She was provided the following GME email address, [email protected], to submit supporting payment documentation in order for GMEC to research further. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. [redacted]. GMEC has identified the online  payments attempted on November 14, 2014 and April 16, 2015 were returned due to incorrect information being entered when submitting the payment request. As a courtesy, GMEC removed one of the $25.00 returned check fee on April 27, 2015. Additionally, GMEC has reactivated the check payment option on Ms. [redacted]’s GMEC account. Ms. [redacted]'s account is closed and has a balance of $85.14 due May 13, 2015. For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m.   [redacted]Customer Support ###-###-####

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

[redacted]’ complaint, on behalf of his father Mr. [redacted], against Green Mountain Energy Company (GMEC) concerns an unauthorized enrollment due to a medical condition.   History On December 19, 2017, Mr. [redacted] (father) was offered to enroll with GMEC through a GMEC door-to-door sales representative and Mr. [redacted] agreed to switch his electric service to GMEC.  The GMEC door-to-door sales representative completed the switch request with a GMEC representative to gain a valid agreement by phone.  During the call, the enrollment representative explained terms and obtained a valid agreement and authorization from Mr. [redacted] to process the request.   On January 13, 2018, Mr. [redacted] (son) contacted GMEC to state that his father had a medical condition which should have prevented him from giving valid authorization to complete the enrollment.  GMEC advised that assistance could be provided and that actions could be taken to have electric service reinstated with the previous provider.  However, because the caller was not authorized to act on behalf of the account, the GMEC representative was unable to provide further account information or proceed without verification of third-party authorization.  The caller declined to submit confirmation documentation to become authorized for the account and concluded the call.     Subsequent contact attempts to GMEC from individuals speaking in regards to Mr. [redacted]’ account were not received.   On January 22, 2018, GMEC contacted Mr. [redacted] (son) to address the concerns regarding the enrollment.  GMEC advised Mr. [redacted] that upon receipt of third-party authorization documentation, further account information could be discussed and steps could be taken to have service reinstated with the previous provider based on the claims being made.  Mr. [redacted] agreed to submit authorization documentation and was provided with a copy of the form, along with instructions on submitting the completed documentation.   Resolution GMEC apologizes for any miscommunication or confusion experienced with the GMEC door-to-door sales representative; however, GMEC maintains that a valid authorization call was received for this account from Mr. [redacted] (father).    Based upon the claims made regarding Mr. [redacted]’ medical condition and as a courtesy to resolve the issue, steps will be taken to have electric service reinstated with the previous electric provider upon receipt of valid third-party authorization documentation from Mr. [redacted] (son).  Mr. [redacted] (father) will not be liable for any charges from GMEC.  Additionally, a request will be submitted to have Mr. [redacted]’ service address removed from the door-to-door sales records to prevent future contacts from GMEC door-to-door sales representatives.   For any additional questions about this concern, please contact me at the number below.  I am 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[redacted] complaint against GMEC is in regards to a negative experience caused by a GMEC door to door representative disregarding the “no solicitation” signs posted throughout [redacted] residence, in addition to the unprofessional response by the GMEC door to door representative when asked to leave. HistoryOn June 29, 2015, A GMEC door to door representative approached [redacted] residence requesting to switch electric service to GMEC for service address [redacted] was not interested in switching his electric service to GMEC and declined, advising the representative to respect the "no solicitation" signs which were posted at the entrance of his community, on his mailbox leading up to his home, and on his residence and requested the GMEC door to door representative leave. At this time, [redacted] states the GMEC door to door representative became defensive and unprofessional to which [redacted] closed his door. ResolutionGMEC does not take these situations lightly and has reached out to [redacted] to thoroughly apologize for the door to door representative’s actions which have caused [redacted] a negative experience. GMEC is committed to providing outstanding customer service and is taking necessary measures to ensure all representatives conduct themselves in accordance with GMEC’s standards. Once again, Green Mountain Energy Company regrets the inconvenience these proceedings have caused [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]