Verde Energy USA Inc.

We sent the customer the following email today
***,
I believe we have been more than fair
in providing you with over $of billing adjustment checks which you
have cashed For reference I have attached the cover letter and TOS
for your enrollment which
clearly states that your rate can fluctuate
with market conditions (your copy had your initial rate of $0.0854/KWH
on your actual TOS). We are not able to make any more adjustments at
this point
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you very much! Your assistance is greatly appreciated!
Best wishes,
*** ***

Complaint:
I am rejecting this response because: not only do you make illegal calls but as you can see by my caller id you also lie about itI would think at this point some kind of gift card would be in order to settle this
Sincerely,
*** ***

Verde Energy is deceitful They say they have lower rates than ***, a public utility, but in the end their rates are much higher: 18c vs11c per kWHWhen it comes to utilities, go with public utilities like *** because they are regulated utilities This is an example where Deregulation is BAD for the public

Customer called Verde Energy Tue, Jul and Mon, JulReturn calls were attempted July as well as July 24.My direct phone number was left on 7/voicemail. Customer enrolled gas and electric accounts with Verde on 4/4/Attached Third Party Verification
recording.Cancellation requests have been sent to *** for both gas and electric accounts. *** never read meter and did not bill her for many months, which is why first bill with Verde was so high:5,049.00KH @ $(5/23/2017-6/22/2017) $807.34Second bill was lower, as the KH usage was much lower:559.00KH @ $(6/23/2017-7/21/2017) $89.38 The gas account has only been billed for one month:26.14TD @ $(6/22/2017-7/21/2017) $15.13First $rebate for electric enrollment has been processed, and $rebate for gas enrollment has been processedBoth of those checks should reach customer within business days

responded via email 4/10/15Dear Mr***,This email is in response to the complaint you filed with the Revdex.comOur records indicate you applied/signed up with Verde Energy USA on 01/09/via lowcostpower.com at the 4-month fixed rate of $.1299/kwhYour account was then approved on
1/13/and created on 1/13/with an assigned start date of 1/26/at that 4-month fixed rate. I see your first bill with Verde Energy was billed at the correct rate of .1299:2,949.00KH @ $(1/26/2015-2/22/2015)02/25/201501/26/201502/22/2015$383.08You requested a rate change on February 21, and Verde contacted *** *** to have them adjust your rate to the current fixed rate of Rate changes are not immediate and are completely determined by when *** *** reads your meterWe have heard back from *** *** and they have accepted the rate change and have scheduled it to begin 3/25/We have no control over the date your utility starts a new rate.You will continue to see the fixed rate you enrolled with (.1299/kwh) until the new fixed rate of beginsOnce that rate begins, you will have it for the promised months. Verde Energy is not required to issue refunds for the difference in fixed rates.I see that your account has been put in for cancellation and I have also been advised that Mr*** has verbally abused our call center/customer service employees several timesWe await response from *** *** for the service end date.*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

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

We sent the customer the following email
*** ***
I received a copy of your inquiryAs
you know your account was enrolled on a monthly variable rate offer.
Even though the rate could have changed it stayed fixed for almost
consecutive years before it increased because of significant increases
in energy supply costs. The notice sent to you in did not require
your consent and the $rebate that was offered was a courtesy. In
reviewing your account I see that we switched you to our then current
4-month fixed rate for new customers of $0.1149/KWH and that you remain
on that rate. The $of refund checks that we provided represents
essentially two months of free supply from Verde. Even though I think
we made an equitable offer to you I am willing to issue you another $
refund check. If you do not find this acceptable we can drop your
account. Please let me know what you want to doRegards,
*** ***

Emailed customer 2/25/15:
Dear *** *** ***
This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you were enrolled in our 1-year fixed rate of $0.0749/kwhYou received that rate for months and were then
automatically switched to our variable rate program, as stated in your Terms of ServiceIn July of 2014, we mailed you a reminder letter letting you know that your account was about to go from a fixed rate, to a variable rateWe have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric service. Your service was returned to your utility on 2/04/15. We are processing a $refund for the difference in rate from your most recent billing cycle, to our current fixed rateVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. You should receive that check in the mail within 10-business days*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***%

Complaint: ***
I am rejecting this response because: Please tell me how a credit of $justifies the $you have overcharged my account after I cancelled In April????
Sincerely,
*** ***

We sent the customer the following email todayMs***,We received your recent inquiry.
Your account was cancelled per your request sand left service with Verde
at the end of the meter cycle on 12/15/14. Your rebate check was
mailed on 11/5/and since it still does not show
as being cashed we
will cancel it and send you another check. The account is under the
name "*** ***" should we change it to your first name?Let us know and will will issue another check

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

I had switched to Verde energy a few years ago with the promise from them of my rates being lowered. Well it turns out the current rate they are charging me is double what JC P&L would charge. I would never suggest nor will I ever use them again. Upon calling to cancel, they then proceeded to say that they could charge me the same as JCP&L. This tells me they overcharge every customer unless the customer notices and calls to cancel . Horrible way to do business.

Replied directly to customer via email:
break-word background-">Dear *** ***,
This email is in response to your call to our customer service center and the complaint you filed with the Revdex.comI have looked up your account and see that your utility (***) notified us of your switch away from Verde Energy on 12/8/Then on 12/19/14, we received a reinstatement request from ***, so your account remained active with VerdeNext I see that Verde sent *** a request to cancel Verde on 5/22/This cancellation was accepted by your utility and they gave Verde a 6/12/end dateI'm sorry for the inconvenience, but it appears that *** put in a reinstatement of your account after you asked them to cancel VerdeWe were only following the utility's directionsWe have been informed by *** that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service was returned to your utility on 6/12/You will no longer see Verde Energy on your billI have also added your phone number to our Do Not Call listAs a courtesy, although your account is cancelled, I have processed the $rebate that you were eligible for when you first enrolledYou should receive that check in the mail within business days*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

copy of email sent on 2/10/15:
0px; letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; background- -webkit-text-stroke-width: 0px;">Dear *** ***
This email is in response to your call to our customer service centerI have looked up your account and see that your fixed rate was for months, as stated on your terms of service, your fixed rate will switch to the variable rate once the fixed rate term expiresAfter receiving the fixed rate for months (one extra month) your fixed rate expired on 11/20/At this time, Verde is not required to contact ** customers when their rate is about to expire.
I have processed a $322.96 refund for the difference in rate to our new .1299/kwh fixed rate on your most recent billYou should get that check within business daysI am sorry we could not lower your rate, once your account is put into cancellation, your utility will not allow us to make any further adjustments to your rateWe will send you a refund check for your most recent bill, and will process another refund when you receive your final billPlease reply to this email when you receive your next bill and I will be happy to refund you the difference to our fixed rate of .1299/kwhIf you have any additional questions/concerns, please don't hesitate to reply to this email

We sent the customer the following email today***,I reviewed your inquiry.A
refund check for $was mailed to you on 12/23/but must have
been lost. Another check for this amount plus a second refund check for
$were issued today and you should have them next week.
Sorry
for the delay.Regards,***

Replied directly to customer via e-mail dated 5-12-Dear *** ** ***
This e-mail is in response to your calls to our customer service center as well as the compliant you filed with the Revdex.com
Verde does not determine
the cancel date, the utility does, and it is based on your billing cycle not your next meter read Your utility did notify us your drop date was 4-24- Verde Energy is no longer your energy supplierYou did in fact notify Verde of your desire to cancel with us on March 18thHence, it took only one full billing cycle as you were informed it would from March 18th to April 24th.
You were refunded to the lowest fixed rate we are currently offeringThe rate refund of $ sent to you previously represents the only refund we are able to process
Best,
*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

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

Currently, Their rates are cents higher than the electric company I thought this company was supposed to save you money There are no cancellation fees, so that's a plus If you do have Verde, check back often, if you are locked in and their rates go down, they will recalculate to the lower rate for the remainder of your lock in period which is usually months Make sure to check back before your months is up, because your rates will go up significantlyYou have to be proactive with your rates and know the competition as you really can save moneyI have been with them a while as their rates have generally been lower than ***, up until nowI'm back to ***I guess all the negative reviews are making it difficult for them to compete with the electric company pricesI'm not going to give a negative review because I hope they can get back to their better pricesMaybe new customers are getting better rates, so I will recommend Other companies are offering lower rates, but they charge cancellation fees up to $so that's one plus for Verde

Complaint:
I am rejecting this response because:
As I stated clearly in my correspondence to Verde Energy and the Revdex.comI did not receive a welcome kit, even after attempted calls and online enrollmentThey admitted negligence in NOT sending letters to their customers to notify them their contracts were up for me that would have been July I should have received a welcome package and I should have received notification at least a month before hand that my contract was up or an email NOTHINGThey continually raised my rates for a total of months in the case of the last months they doubled their rate.
After signing up for year I was committed, I continually called Verde you can never get beyond a customer service repno billing dept, no supervisor, I ask for my welcome kit times and ask how I would know my contract was up since it was signed for year promises promises that a welcome kit would show up and promises promises that I would get an email or a letter and have the chance for a lower rate all lip service and which never happenedBoth customer service reps I spoke to during the week of April 21, & admitted to me Verde DID NOT get around to sending letters to their customersAs I expressed this is unjust enrichment how convenient not to send a letter by mail or by email, it was to their benefit not to let us know and make financial sound decisions for our energy.
This caused my energy portion of my bill to double
The right and proper thing is to go back from July and give me the rate I signed up for and my remaining months at the rate that they are offering now Anything less then this is an insult and after such dishonest business practices I had no choice but to leave Verde and their customer service is short staffed and trained well to just make people wait for a call back from billing which never happens and a welcome package that never comesNever again, but in all honesty this is just the most dishonest endeavor on the part of a business that I have ever encountered
Also the new company I signed up with for a year contract has a fixed rate of so you will never convince me the energy amount increased that much as it is a year and a half later and they are lower then Verde was when I first signed upThis company has been very dishonest and trying to sugar coat their negligence and poor business practice and horrible customer service.
I bragged to people about what a great company and great rates I received from Verde, which in the end the money I saved was made back by the company due to pure negligence, ignorance, understaffed or just plain dishonest business practice in a crucial time during extremely cold weather that caused heating bills to be high enough Where is this company's empathy and considerations for their customers ?
I request again as stated the honest and right thing to do go back from July and give me the rate I signed up for and my remaining months at the rate that they are offering now Just because you couldn't send letters, emails or care about your customers you can't pass the cost off on hard working paying consumersIt is unfair and caused undue financial hardship on my family during this cold winter while Verde lined their pockets
There should be some laws and caps that these companies and charge they doubled my rateJust despicable
I would like my money back you stole from meThank you
Sincerely,
April Melda Kaenzig Price