Green Mountain Energy

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 disputing the time frame required to return his $deposit paymentHistoryOn March 24, 2015, Mr [redacted] processed an online enrollment with Green Mountain Energy for his service address at [redacted] ***, scheduled for April 8, A security deposit of $was requested prior to completing the enrollmentMr [redacted] called GMEC and spoke to a GMEC representative who verified the enrollment was received and advised Mr [redacted] the $deposit request would need to be satisfied for service to start at [redacted] ***A credit card payment of $was processed online later that dayLater that day, a fraud alert security notification associated with Mr [redacted] ' personal identification was received from the credit bureau A GMEC representative contacted Mr [redacted] to advise him of the fraud alert notification received and to verify his request to enroll for the electric service at [redacted] ***e A voice message was left advising Mr [redacted] to fax two forms of identification to GMEC at [redacted] @greenmountain.com, in order to complete his enrollment requestMr [redacted] returned GMEC's call requesting why GMEC required two forms of identification to process his enrollmentThe GMEC representative explained a security notification is a security feature set up by the potential customer to prevent new accounts to be set up in a customer’s name fraudulently In order for the security notification to occur, the customer would initiate the security notification flag directly with the credit bureausThis notification to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureausMr [redacted] was advised a copy of his social security card or any photo identification would satisfy the fraud alert security notificationOn March 25, 2015, GMEC received a copy of Mr [redacted] ' Florida driver’s license and a copy of his birth certificate A GMEC representative attempted to contact Mr [redacted] to advise the submitted birth certificate was not a valid form of identification, however was unsuccessful, therefore a voice message was left with this information and requesting Mr [redacted] return GMEC's callMr [redacted] contacted GMEC later that day stating he did not have another form of identification and requested to cancel his enrollment request with GMECGMEC canceled Mr [redacted] ' request for enrollment for service address [redacted] ***e On March 31, 2015, Mr [redacted] contacted GMEC requesting status for his $paymentThe GMEC representative incorrectly advised Mr [redacted] his $payment would be returned within business daysResolutionGMEC regrets any inconvenience these proceedings may have caused Mr [redacted] On April 8, GMEC processed a returned payment of $back to Mr [redacted] ' credit card, the posting of this payment can take 3-days to show on Mr [redacted] credit card statementSeveral attempts to contact Mr [redacted] were made, however unsuccessfulVoice messages were left requesting Mr [redacted] contact GMEC at his earliest convenience to discuss the return of his $paymentFor any additional questions about this concern, please contact me at ###-###-#### I am available Monday through Friday from 8:a.mto 5:p.m [redacted] ***Customer Support###-###-####

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take customer complaints very seriously We always appreciate hearing from our customers and want to ensure their concerns are promptly addressed Please see below for a summary of our findings: IssueMs [redacted] states that her electric service account at [redacted] was accessed by an unauthorized party and her personal information was compromised Ms [redacted] is requesting credit/fraud protection and a bill adjustment ResolutionA review of Ms***’s account determined that a GMEC customer service representative failed to properly end Ms***’s session through GMEC’s operating system at the conclusion of her account status call on January 26, The next customer who called in (“Subsequent Caller”) wanted to add another individual as an authorized party to her accountUnfortunately, due to the fact that Ms***’s session was not properly closed out in GMEC’s operating system, the individual was erroneously added to Ms***’s account as an authorized party (rather than being added as an authorized party to the Subsequent Caller’s account)The Subsequent Caller requested a Credit Reference Letter, and in connection therewith, certain of Ms***’s information - her name, Green Mountain Energy account number, service address, service initiation date, and high level payment history - were inadvertently provided via email to the Subsequent CallerHowever, none of Ms***’s sensitive personal information, such as her social security number or bank draft information, were disclosedGMEC apologizes for this incident and any inconvenience it may have causedWe are taking extra precautions with respect to both Ms***’s account and our internal processesSpecifically, we have reviewed Ms***’s account activity and determined that, other than the incident described above, no inappropriate access to her GMEC account has occurredAdditionally, we have flagged Ms***’s account to require that anyone trying to access her account respond to additional security questions before access is granted We made several attempts to contact Ms***While these attempts have been unsuccessful we left a voicemail message in each instanceIn addition, we sent Ms [redacted] a letter detailing the information aboveWe want Ms***’s experience with GMEC to be as positive as possible, and have provided her with a $account credit as a token of our gratitude for her supportFor any additional questions about this complaint, please contact me at the number below I’m available Monday through Friday from a.mto p.m [redacted] ***Customer Support ###-###-####

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 disputing the late payment penalties and the disconnect notice fees assessed to his electric service account at [redacted] Additionally, Mr [redacted] is dissatisfied that his account was not eligible for payment arrangements and with the customer service provided on February 7, 2015, in which he was offered social agency information to assist with his paymentHistoryOn April 28, Mr [redacted] contacted GMEC requesting payment arrangements for the disconnection notice due April 28, Mr [redacted] agreed to a month deferred payment plan which included a down payment of $due April 29, Mr [redacted] was advised that the remaining installments would be due with his monthly invoicesMr [redacted] was also offered available rate plans and agreed to change his current rate plan to the GMEC POLLUTION FREE E-PLUS rate plan A copy of the Terms of Service, electricity facts label (EFL) and “Your Rights as a Customer” documents were sent to Mr [redacted] on April 30, On April 29, 2014, a payment of $posted to Mr [redacted] ’s accountSubsequent payment did not post to Mr [redacted] ’s account in accordance with his deferred payment pans terms; therefore; on May 27, 2014, the deferred payment plan was cancelledOn May 30, 2104, a disconnection notice for $was sent with a due date of June 9, This notice also includes the following disclosure: Green Mountain Energy Company Fees and Charges: • 5% late payment penalty• $for each disconnection and termination notice we send to you.• $each time we call you to remind you that your payment is past-due.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable - $for a or month term product, $for a month term product and $for a month term productSubsequent invoices and Disconnection Notices were sent to Mr [redacted] from June 9, through August 14, providing his account billing and charges and applicable fees in accordance with his Terms of Service Additionally, Mr [redacted] has been granted payment arrangements from May 7, to August 14, as requestedThe subsequent payments did not post to Mr [redacted] 's account in accordance with the payment arrangement terms; therefore, disconnection notices were sent regarding the outstanding account balances As a courtesy, GMEC supervisors removed fees assessed to Mr [redacted] ’s account and granted deferred payment arrangements or extensions as requested, after a minimum payment was made to the account On January 6, 2015, an invoice for $was sent for the billing period of December 3, to January 2, with a balance forward of $and a current balance of $due January 22, On January 29, 2015, a disconnection notice for $was sent due by February 9, This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges: • 5% late payment penalty• $for each disconnection and termination notice we send to you.• $each time we call you to remind you that your payment is past-due.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable - $for a or month term product, $for a month term product and $for a month term productOn February 7, Mr [redacted] contacted GMEC requesting an extension for the past due balance owed on the account and was advised that the account was not eligible for payment arrangements at this time A GMEC representative provided Mr [redacted] with the option of contacting a social agency for possible payment assistanceMr [redacted] expressed dissatisfaction with the option of social agency assistance and requested to speak with a supervisor; however, Mr [redacted] ended the call prior to being transferred to a supervisorOn a subsequent call to GMEC, Mr [redacted] requested to speak with a supervisor; however the call ended before the transfer request was completedResolutionGreen Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr [redacted] A review of Mr [redacted] ’s account was invoiced in accordance with his Terms of Service and the disclosures provided on the disconnection notice Any fees assessed to Mr [redacted] ’s account were disclosed in his Terms of Service and disconnection notices; however, credits totaling $for late payment penalties have been credited to the account as a courtesyAfter reviewing Mr [redacted] 's conversation with the GMEC representative on February 7, 2014, GMEC apologizes for the negative customer service experience Mr [redacted] may have experiencedThe GMEC representative assisting Mr [redacted] has been coachedMr [redacted] has been informed of the “Pick Your Due Date” option to assist with future paymentsAdditionally, GMEC has only initiated a request to Mr [redacted] 's electric service once due to non-paymentAfter speaking with Mr [redacted] on August 25, to provide the account balance, Mr [redacted] satisfied the balance due and a reconnection request was sent to the TDSP the same dayFor 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###-###-####

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 requesting compensation due to an incomplete enrollment request for [redacted] ***HistoryOn November 7, 21014, Mr [redacted] contacted GMEC and agreed to enroll the electric service at [redacted] effective November 7, During Mr [redacted] ’s enrollment, GMEC received a security notification from the credit bureau for Mr [redacted] ’s accountThe GMEC representative advised him of the security notification and requested that Mr [redacted] fax a copy of his identification for reviewMr [redacted] ’s identification was not received and verified; therefore, his enrollment request expired on December 10, On December 11, 2014, Mr [redacted] contacted GMEC via email requesting lassistance with GMEC’s Online Account Management (OAM)The GMEC representative replied to Mr [redacted] ’s inquiry, stating that he does not have service with GMEC and his enrollment request expiredMr [redacted] was advised to contact GMEC customer care to complete his enrollment requestLater on December 11, 2014, Mr [redacted] contacted GMEC and agreed to enroll the electric service at [redacted] effective December 12, During Mr [redacted] ’s enrollment, GMEC received a security notification from the credit bureau for Mr [redacted] ’s accountThe GMEC representative advised him of the security notification and requested that Mr [redacted] fax a copy of his identification for reviewOn December 12, 2014, Mr [redacted] ’s identification was received and verified and at that time, a request was processed to release the enrollmentOn January 6, 2015, multiple contacts were received by Mr [redacted] requesting compensation due to an incomplete enrollment request, stating that he provided his identification and received confirmation of the enrollment completionHe requested to speak with a supervisor and his call was connectedThe GMEC supervisor advised Mr [redacted] that GMEC records do not reflect that that his identification was received and compensation will not be providedResolutionGMEC regrets any inconvenience these proceedings may have caused Mr [redacted] A review of Mr [redacted] ’s account determined that the account has been invoiced in accordance with his Terms of ServiceGMEC’s records do not indicate any identification that was received prior to December 12, As a one-time courtesy, a credit of $has been applied to Mr [redacted] ’s account for customer experienceFor 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 [redacted] ***Customer Support

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] disputes the final invoiced charges for her electric service account at [redacted] *** History On May 15, 2013, an invoice for $was sent for the billing period of April 15, through May 13, with Current Charges of $ On June 12, 2013, a disconnection notice for $was sent due by June 26, On June 14, 2013, an invoice for $was sent for the billing period of May 13, through June 12, with a Previous Balance of $159.39, Late Payment Penalty of $7.82, Disconnection Notice Processing fee of $and Current Charges of $ On June 18, 2013, Ms [redacted] submitted an online request to process a move out request for electric service [redacted] ***Ms [redacted] requested to cancel service on June 24, A request to cancel service was processed effective June 24, On June 24, 2013, Ms [redacted] contacted a GMEC representative to inquire about cancelling the move out request for electric service at [redacted] ***Ms [redacted] was advised that the service is scheduled for cancellation on the same day and cancellation of the request cannot be guaranteedThe GMEC representative offered to submit a new enrollment request for service, but advised that a payment for the past due balance of $has to post to the account before the request could be submittedMs [redacted] declined to submit a new enrollment request On June 26, 2014, Ms [redacted] contacted GMEC to confirm the move out request was processed for electric service at [redacted] The GMEC representative advised Ms [redacted] the service was cancelled effective June 24, and provided Ms [redacted] the balance of $Additionally, the GMEC representative offered a deferred payment planMs [redacted] declined the deferred payment plan offer On July 15, 2014, a final invoice for $was sent for the billing period of June 13, through June 23, with a Previous Balance of $409.32, Late Payment Penalty of $and Current Charges of $ Resolution GMEC regrets any inconvenience these proceedings may have caused Ms [redacted] A review of Ms [redacted] ’s account confirmed that she was invoiced in accordance with her Terms of Service At Ms [redacted] ’s request, we have attached a statement of account As a one-time courtesy, GMEC will allow Ms [redacted] days to review the statement information and post a payment for the full balanceAfter payment is posted, the balance will be recalled from the collection agency and negative information will be deleted 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 [redacted] Customer Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (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 disputing the write off balance due for his electric service account at [redacted] ***HistoryOn September 4, 2014, an invoice for was sent for the billing period July 31, through August 29, with a Late Payment Penalty of $16.18, Disconnect Notice Fee of $and Current Charges of $GMEC received notification that the electric service at [redacted] was being closed out of Mr [redacted] ’s name effective September 30, On October 2, 2014, a final invoice for $ was sent for the billing period of August 29, through September 30, with a balance forward of $311.37, Late Payment Penalty of $and Current Charges of $On November 7, 2014, a final notice for $was sent to Mr [redacted] advising “ 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 14, 2014, a one-time credit card payment of $posted to the accountFull 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 December 17, GMEC received multiple calls from Mr [redacted] from December 18, through December 19, 2014, the GMEC representatives provided Mr [redacted] with an explanation of his billing and charges, credited a late payment penalty of $to the account and processed a payment for the outstanding balance of $ ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr [redacted] A review of Mr [redacted] ’s account determined that the account has been invoiced in accordance with his Terms of ServiceAt this time no adjustments are warrantedMr [redacted] ’s account with GMEC is closed and has a zero balanceFor 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]

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 I will contact Green Mountain, I was ill and did not get a call or message from a claims department?? I will be calling Green Mountain, thanks Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: [redacted] calls everytime I am in the car or working and I can not take calls at work I asked her to call during the morning hours I will not accept what takes them cents to send out a piece of paper that costa me $and then another $ Thats a rip off Not to mention when I call them they will not extend services like other companies do I am a senior and get paid once a month on the second Wednesday of the month and Green Mountain should be more understanding of peoples situations.If I could go with another company I would.Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: There was NO gift card sent to me by email in Oct 2014. This is a blatant lie by Green Mountain Energy. I have now finally received an electronic gift card via email for $100.00 on 1/9/2015 after the complaint was filed to BBB by me.The manager who called me in response to this complaint expressed a shallow, robotic apology and tried to tell me that the gift card was sent to me in Oct 2014 electronically, and that it may have been directed to my SPAM - which is just another lie & cover-up. Besides that, the manager tried to tell me that according to the gift card terms, I was required to to have my account in ACTIVE STATUS AT THE TIME THE GIFT CARD IS PROCESSED, so according to him I could have discontinued their services at any time after the 6 month period. And I say to that - Had I discontinued their services while still waiting to receive gift card, then GME would tell me that my account is NOT in active status and would use that excuse to reject the issuance of gift card - So GME is still trying to shamelessly use TECHNICALITY in their favor as per their convenience.I confirm that I have now received the egift card on 1/9/15 to which I was entitled to, by virtue of the contract. However, I want to RETURN the $100.00 gift card back to GME as I REJECT this response from GME and REFUSE TO LET GME OFF THE HOOK WITH YET ANOTHER LIE FROM THEIR SIDE. (since I registered & checked out the gift card towards a $100.00 Macy's gift Card, I would have to return it by snail mail. Or I can return the $100.00 in any other form, such as a cashiers check or personal check). I reject the response from GME until they produce the email, or evidence thereof, that they claimed to have sent me in Oct 2014. If GME can't produce the proof of this email, then I expect that a Senior Manager or Administrator take ownership of their lies & cover-up's, and send me a written apology.Regards,*** [redacted] Regards, *** ***

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*** is disputing the request to start service December 16, for service address *** *** *** #***, not completing due to GMEC requiring two forms of identification to satisfy the Security Notification Fraud AlertAdditionally, a GMEC representative provided incorrect information stating Ms***’s previously faxed, personal information may have been misplaced. HistoryOn December 16, 2014, Ms*** contacted GMEC requesting to start service at *** *** *** *** unit ***During this enrollment Ms*** was advised a security notification from the credit bureaus for Mr***’s account was requiring GMEC to provide two forms of identification, to initiate service with GMECThe GMEC representative provided email address [email protected] and fax number ###-###-#### to submit the required documentsThe GMEC representative advised Ms*** the enrollment request would remain on hold until the requested identifications are received. Later that day, GMEC received two blank pages from email address S@GMAIL.COM. On December 19, 2014, Ms*** contacted GMEC requesting confirmation of previously submitted documentsThe GMEC representative informed Ms*** documents had not been received and provided Ms*** GMEC's email address [email protected] and fax number ###-###-#### to submit the required documents On January 18, 2015, due to GMEC not receiving two valid forms of identification within days, Ms***’s enrollment request for service at *** *** *** *** # *** expired On February 2,2015, Ms*** contacted GMEC requesting to confirm her enrollment was successfully processedThe GMEC representative advised Ms*** the enrollment had expired since GMEC did not receive the required two forms of identificationA new enrollment was processed in which Ms*** was advised two forms of identification were required to initiate service once againThe GMEC representative informed Ms*** if these documents were not received within the following days the enrollment request would expire once moreAdditionally, the GME representative provided Ms*** GMEC's email address of [email protected] and fax number ###-###-#### to submit the required documents. On February 12, 2015, Ms*** contacted GMEC requesting status on her requested enrollmentThe GMEC representative informed Ms*** her fax had not been received, therefore the requested enrollment was on hold until the required documents are received and processed Later that day, GMEC received a request from another retail electric provider requesting to initiate service at *** *** *** *** # ***, causing Ms***’s requested GMEC enrollment to cancel. ResolutionGMEC regrets any miscommunication or confusion these proceedings may have caused Ms***GMEC has implemented processes surrounding security notifications received from the credit bureaus which include requesting customers to provide two forms of identification. When a security notification occurs, a restriction is placed on the enrollment until the requested documentation is received and verified. In order for the Security Notification to occur, the customer would have had to initiate the Security Notification flag directly with the credit bureaus. This flag to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus. Taking action on this notification will allow GMEC to be in compliance with the Federal Law (Fair Credit Reporting Act) As previously stated, Mr*** is no longer with GMEC as of February 12, 2015. 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*** is requesting to receive a $gift card promotional incentive promised to her for enrollment at her electric service address of *** *** ***. HistoryOn October 8, 2014, Ms*** agreed to switch her electric service at *** *** ***. Our records show that Ms*** agreed to enroll in the Green Mountain Energy Company Pollution Free Connect Reliable rate planThe term of this plan is months and it has a $cancellation fee. Ms*** was also offered a Power Perks gift card of $Ms*** was provided with her terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of the online enrollment. Additionally, an enrollment confirmation email was sent to Ms*** at ***@GMAIL.COM provided additional links to her terms of service agreement, EFL and “Your Rights as a Customer” document. Ms***’s switch completed on 10/09/ On October 13, 2014, Ms*** contacted GMEC regarding the status of her promotional incentive The GMEC representative incorrectly informed Ms*** that the account was not eligible for a promotional incentiveMs*** requested to speak with a supervisor and her call was connectedThe GMEC supervisor informed Ms*** that GMEC is not responsible for cancellation fees from a previous provider and incorrectly informed Ms*** that the account is not eligible for the promotional incentive. On December 3, 2014, Ms*** contacted GMEC to dispute not receiving a $gift card promotional incentive for enrollment of her electric service account at *** *** ***. At that time, the GMEC representative processed a request to investigate Ms***’s account. ResolutionGMEC regrets any inconvenience or confusion we may have caused Ms***. On December 11, 2014, GMEC emailed Ms*** the $Power Perks gift card to ***@GMAIL.COM. 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:The synopisis of what occured is quite misleadingIt is written in a way indicating that I submitted an online request for services and then changed my mindI did not send in an online request for servicesI met a sales manager at the Houston Marathon Expo and discussed the possibility of me switching to Green Mountain EnergyI provided my information thinking that I would get email information only to find out that I had been switched without prior consent and that my contract with my current energy provider was set to end in a few weeksAll this occurred without my consentSo yes, there was an online request for services but it was not initiated by meIt was initiated by the sales manager without my consent and when I called to discuss my concerns, he rudely told me that he could not helped me and then he hung up on meI explained myself clearly to the manager who called concerning my initial complaint only to find out that she did not clearly state what had actually occurredIt must be noted that the SALES MANAGER submitted the online request for services AND put in request to end my contract with my current provider WITHOUT my consent and RUDELY brushed me off and HUNG UP when I called.Regards,*** *** ***

To Whom It May Concern, Green Mountain Energy received Ms*** ***’s complainton March 31, 2015. The following outlines her enrollment, account status,and our resolution.Ms.***’s electricity account was enrolled in person for Green MountainEnergy on October 24, by a
Mr*** ***. During the enrollment, Mr.*** was presented with all required disclosures including the fact thatour product was for a variable supply price plan. Following enrollment, Mr*** wasmailed a copy of the Terms of Service for the electricity account whichadditionally outlined the variable supply price, including that it may behigher than his local utility’s supply rates Prior to receiving the complaint, Green Mountain Energy spoke with Ms*** on March23, 2015. We reviewed the terms of herenrollment, supply prices charged, and offered alternative supply price plansavailable for her. We also confirmedthat there was no early cancelation fees associated with her currentprogram. Ms*** declined ouroffers, but did not request to cancel the account at that time. Green Mountain Energy spoke with Ms.*** a second time on March 23, 2015. We reviewed the terms of the enrollment, supply prices charged, and theaforementioned conversation. During thatconversation, Ms*** requested to cancel her account with GreenMountain Energy. Her request wasprocessed immediately, and her account ended service on March 27, 2015, asdetermined by her local utility company, PECO. Lastly during that conversation, as a show of good will, we offered toissue a courtesy credit in the form of a check. While we were notobligated to offer a credit, we did so in order to amicably resolve her concern. We believe this resolution was fair, since theTerms of Service clearly indicate that her plan was for a variable supplyprice. Ms*** accepted our offer. Upon receiving her complaint, Green Mountain Energy spoke with Ms*** onApril 8, 2015. During this call, wereviewed the terms of the enrollment, supply prices charged, the aforementionedconversations, and confirmed the service end date on the account. Lastly during that conversation, as a show ofgood will, we offered to issue an additional courtesy credit in the form of a check. Ms*** accepted this offer, and confirmed her complaint was resolvedWe consider this matter closed.Please let me know if you need any additional information regarding this complaint.*** ***

Green Mountain Energy Company’s Response to Revdex.com Case # *** IssueMr*** is disputing his monthly billed amounts based on a variable rate plan for his service address *** *** *** #***Mr*** is also requesting that GMEC update our Terms of Service and Electricity Facts Labels
to adequately explain the plan details HistoryOn November 5, Mr*** requested to start electric service at *** *** *** #***Mr*** agreed to enroll on GMEC's Pollution Free Simple planThe term of this plan is months and it has a $cancellation fee. Mr*** was provided with his Terms of Service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment On April 30, 2014, a contract expiration notice was sent to Mr*** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account. The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan, a month-to-month plan with no minimum contract term and no cancellation fee. From March ,to June 12, Mr*** was invoiced according to the Pollution Free plan pricing. GMEC did not receive a request from Mr*** to change the account price plan; therefore, his account transitioned to the Pollution Free Extend plan effective July 7, 2014. On July 16, 2014, an invoice for $was sent for the billing period of June 12, through July 14, This invoice reflects the Pollution Free Extend plan pricingAdditionally, this invoice includes a disclosure advising “If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFLThe price for this billing period is shown under "Detail of Charges and Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.” On February 13, 2015, Mr*** contacted GMEC and requested to change his current rate plan to GMEC's Pollution Free Loyalty plan. ResolutionGreen Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr***Although we understand Mr***’ concern with the billing under a variable rate term as opposed to a contract term, a review of the account confirmed that the account was invoiced in accordance with the Terms of Service and EFL. As a courtesy, a request has been submitted to re-invoice Mr***’ billing period of January 9, through February 10, under Pollution Free Loyalty plan pricing. Mr*** will receive a corrected invoice. Mr***' concerns regarding the terminology used on GMEC’s Terms of Service and EFL has been forwarded to the appropriate department for review. 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. *** ***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:IssueMr*** is disputing the time frame to receive a response regarding GMEC’s investigation regarding the status of the $payment Mr*** made on December 16, 2014. HistoryOn December 9, 2014, an invoice with the amount of $for the billing period of November 3, to December 4, due December 29, was mailed to Mr*** at service address *** *** *** *** for his GMEC account # *** On January 12, 2015, an invoice for $which included a previous balance of $and a current balance of $for the billing cycle of December 4, to January 7, due January 28, was sent to Mr***. On January 17, 2015, Mrs*** contacted GMEC regarding her January invoiceMs*** stated she submitted an online payment through *** bank Wells Fargo Bank, to GMEC on December 16, for $The GMEC representative informed Ms*** the $payment had not posted to her GMEC account, therefore an investigation to locate the payment would be initiatedThe GMEC representative submitted a missing payment investigation for the $The GMEC representative requested that Mrs*** submit a proof of payment to GMEC's payment processing department, to assist in locating the $payment Later that day Ms*** contacted GMEC stating she noticed a different account number on her payment confirmation page from Wells Fargo BankThe GMEC representative advised Mrs*** the previously submitted investigation would locate the payment and once located it would be credited to Mrs***’s account. On January 19, 2015, GMEC received an email from Mrs*** with the Wells Fargo Bank payment confirmation On January 23, 2015, GMEC received an email from Mrs*** stating she has not received a resolution for her $payment investigationGMEC responded to this email advising Mrs*** the investigation was still underway and once a resolution was provided GMEC would contact Mrs***. On February 2, 2015, A disconnection notice of $was mailed to *** *** *** ***, due February 12, 2015. On February 5, 2015, Mrs*** contacted GMEC requesting a supervisor, due to receiving a disconnection noticeThe GMEC supervisor apologized to Mrs*** explaining the investigation was still under review, therefore her GMEC account was protected from disconnectionAdditionally, the GMEC representative advised Mrs*** her $payment made from her financial institution was submitted to a different GMEC account number, therefore locating the payment was prolonging a resolutionAn extension was placed on Mrs***’s account until the investigation was complete. On February 16, 2015, Mrs*** contacted GMEC requesting information for the missing payment investigationThe GMEC representative informed Mrs*** the investigation was still pending, however she would be contacted once a resolution was received On February 17, 2015, Mr***'s $was located and posted to Mr***'s GMEC accountMrs*** submitted an email to GMEC requesting updated information for the missing $paymentGMEC advised Mrs*** the $payment was located and has been credited to her GMEC account. On February 24, 2015, GMEC received a switch request from another retail electric service provider for service address *** *** *** ***Mr***’s GMEC account is pending closure due to this switch request. ResolutionGMEC apologizes for any confusion these proceedings may have caused Mr***After review of Mr***’s account, it has been determined that the payments submitted through Mr***’s Wells Fargo Bank were being submitted for Mr***’s outdated GMEC account number# ***, instead of his current GMEC account #*** Several attempts to contact Mr*** have been made however unsuccessful, messages have been left requesting he contact GMEC at his earliest convenience to discuss payment optionsAdditionally, late payments and disconnection notice fee charges associated with the delay of the $payment have been credited to Mr***’s account as a courtesy. 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 ###-###-####

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*** is disputing the disconnection of service on April 8, 2015, due to invoices not being mailed to her mailing address *** * *** ***. HistoryOn January 14, 2015, Ms*** contacted GMEC requesting to initiate electric service at *** * *** *** effective January 30, Ms*** confirmed this address was also the mailing address for all correspondence. On March 2, 2015, an invoice was mailed to *** * *** *** for $for the billing period of January 31, through February 26, due March 18, 2015. On March 25, due to no payment received, a disconnection notice was mailed to *** * *** *** due April 6, 2015. On March 31, 2015, an invoice was mailed to *** * *** *** for $ for the billing period of February 26, through March 27, with a balance forward of $and current charges of $due April 16, 2015. Payment was not received by the April 6, disconnection due date; therefore a disconnection request was sent to Oncor Electric Delivery (ONCOR) on April 7, On April 8, Ms***'s electric service was interrupted due to non-paymentMs*** contacted GMEC and processed a payment of $A reconnect order was submitted and Ms***'s electric service was reconnected before 11:p.mthat dayAdditionally, Ms*** requested to update her mailing address to *** * *** ***All correspondence will be mailed to *** * *** *** going forward. ResolutionGMEC regrets any inconvenience or confusion these proceedings may have caused Ms***. A review of Ms***’s enrollment request confirmed Ms*** agreed that all GMEC correspondence should be sent to the service address *** * *** ***GMEC has reached out to Ms*** and offered payment arrangements to assist with paymentsAdditionally, as a gesture of good will to ensure customer satisfaction, GMEC has removed a late fee of $from Ms***'s account. Account StatusMs***’s GME account is active and currently has a balance of $425.79. 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. *** ***Customer Support713-***

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:IssueMr*** is disputing the previously provided resolution for Revdex.com complaint #***, which stated the negative credit history on Mr***’s account would be corrected as a onetime courtesyMr*** has informed GMEC corrections have not been made to his credit history.HistoryOn October 28, GMEC's previous response to Revdex.com Case # *** stated, "As a courtesy to resolve the matter, GMEC has waived the $early termination fee additionally, the balance has been recalled from the collection agency and negative information has been deleted". The third party collections agency advised GMEC all negative collections activity on Mr.***’s credit history was deleted.On October 30, 2014, a corrected invoice was sent to *** *** *** *** for the billing period of May 19, to May 27, for a balance of $due November 17, 2014.On November 14, 2014, Mr*** contacted GMEC and a made a $payment on his GMEC account.On February 9, 2015, Mr*** contacted GMEC stating the negative collections activity was not deleted as previously stated.ResolutionGMEC apologizes for any miscommunication or confusion these proceedings may have causedGMEC has contacted the third party collections agency and has requested follow through in removing all negative reporting from Mr***’s credit historyAs Mr*** requested, he has been mailed a copy of the letter requesting the Credit Reporting Agencies to delete any negative information from his credit history.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###-###-####

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*** is disputing a switch request to GMEC for her service address at *** *** *** ***. HistoryOn January 17, 2015, GMEC received an online enrollment request from Ms*** for service address *** *** *** *** *** ***, TX *** for the desired switch date of February 2, 2015. Additionally, an enrollment confirmation email was sent to Ms*** at ***@aol.com which provided additional links to her terms of service agreement, EFL and “Your Rights As A Customer” document on the same date. On January 19, 2015, Ms*** contacted GMEC to dispute the switch request and requested to be reinstated with her previous electric service provider. The GMEC agent informed Ms*** the request was pending to completeThe GMEC agent submitted a switch cancelation request on behalf of Ms*** to cancel the pending switch request for February 2, 2015. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms***On January 19, 2015, a request was processed to cancel Ms***’ pending switch originally scheduled for February 2, 2015. Ms*** will not have electric service provided by GMEC. Additionally, corrective measures have been taken to prevent this situation from reoccurring.On January 20, 2015, a GMEC agent spoke with Ms*** to advise of the steps taken to correct the issueFor 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: Issue Ms***r is disputing invoiced charges and requesting a specific invoice due date for her electric service account at *** *** *** #*** History On December 23, 2014, an invoice for $was sent with a Balance Forward of $39.96, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $2.79, Credit for Disconnect Notice Fees totaling $40.00, Credit for Disconnect Request Fee of $ 25.00, Credit for Reconnect Request Fee of $15.00, Late Payment Penalty Adjustment of $2.26, a Reversed Fee of $and Current Charges of $73.19. On January 15, a disconnection notice for $was sent due by January 26, 2015 This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges:• A late payment penalty as described in your contract • $for each disconnection notice we send to you.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable as described in your contract On January 26, 2015, an invoice for $was sent with Credit Balance Forward of $8.24, Disconnect Notice Fee of $20.00, Late Payment Penalty of $and Current Charges of $105.82. On February 16, a disconnection notice for $was sent due by February 26, This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges:• A late payment penalty as described in your contract • $for each disconnection notice we send to you.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable as described in your contract. Multiple contacts were received from Ms***r on February 16, and February 17, 2015, disputing the invoiced late fees and disconnect notice fees and requesting to change her invoice due dateGMEC representatives advised Ms***r that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program and provided an explanation of the invoiced charges. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms***r; however, a review of the account determined that she was invoiced in accordance with her Terms of Service. A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed. A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account. Any fees assessed to Ms***r’s account were disclosed in her Terms of Service and on the disconnect notices sent. Additionally, GMEC offers a variety of services and products to assist our customers in managing their electric service accounts. GMEC’s Pick Your Due Date program allows for customers to choose a specific due date for their monthly billing; however, in order to be eligible for the program, certain regulatory requirements have to be met. A review of Ms***r’s account confirmed that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program. As a courtesy, a request has been processed to change Ms***r’s invoice due date to the 13th of each month. Additionally, a Disconnect Notice Fee of $and Late Fee of $were credited to the account. Ms***r has been contacted and provided an update. 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###-###-####