Verde Energy USA Inc.

Complaint: ***
I am rejecting this response because:False.we did not click an ad bannerThis is a lie.They have called our home number.also, clicking an ad does not provide a number to call.banner ads arent linked to CELL PHONES
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It's simply not good enough! No one from Verde wants to take responsibility! I called back in MARCH to have the account dropped so that I would no longer be billed for their screw up, yet the account wasn't dropped till MAY and they continued to charge me and I'm supposed to be okay with their little rebate?! This is unacceptable!
Sincerely,
*** ***

Sent email directly to customer:Dear *** * ***,This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you enrolled the account with Verde Energy for a 6-month fixed rate of $0.1149/kwhYou received that rate for billing cycles
After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rateAs you were told by our operator, we are not required to contact ** customers with rate change noticesI apologize if you were led to believe you would be notified.We are processing a $49.28 refund for the difference in rate from your most recent billing to the current fixed rate($0.1099/kwh)As an additional courtesy, we have processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should receive these checks in the mail within 10-business days.Since your account has been set for cancellation, I cannot adjust the rate to our current fixed rate, so you will be billed the variable rate on your final bill with VerdeWhen you receive that bill, please reply to this email and I will issue you a final refund.If you have any questions, please don't hesitate to reply to this email.Karen M***Customer Support |Verde Energy USA*** *** * * *** *** * *** ** ***

Dear *** ***,This email is in response to the complaint you filed with the Revdex.comVerde Energy apologizes for having called your number and for any inconvenience this has caused. For your reference, Verde utilizes a third party service provider to comply with all Federal and state
telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called again. I am the point person for contacting all of our telemarketing groupsI have added your phone number ###-###-#### to all of our Do Not Contact lists as well as personally requested that your phone number be added to DNC lists for our subsidiariesYou also mention your cell phone being calledIf you can please reply to this email with the other phone number that is being called, I will add that number to all our DNC lists as well.All my best to you, and thank you for taking the time to give us this feedback.Karen M***Customer Support |Verde Energy USA*** *** * * *** *** | Norwalk, CT

responded directly to customer 8/17/16:
"margin: 0px; padding: 0px border: 0px;">Dear [redacted]
This email is in response to the complaint you filed with the Revdex.comI have tried to look up the call that was made to you, but your complaint did not specify on what date the call was madeI did an overall search using the phone number provided by Revdex.com ([redacted]) is that the number that they called? The reason for my search is that I want to be sure the call was ended and "coded" properly, showing you were not interested
Please reply to this email letting me know the phone number the telemarketer used to reach you (your phone number) and what date (approx.) they called youIn the meantime, I do apologize that the telemarketer was not completely open about our programWe do have set scripts in place for the telemarketers to use, but there is always some leeway in the way an individual reads themI have added the phone number [redacted] to our Do Not Call list, and once again apologize for the negative experienceThank you for taking the time to give us your feedback and we hope to hear back from you with confirmation on the phone number.
Karen M[redacted]
Customer Support |Verde Energy USA
Merritt | Second Floor | Norwalk, CT

This person is not a Verde Energy customer. Complain states their issue is with [redacted].Please let me know if you find differently.Karen M[redacted]Verde Energy USA

sent email:
rel="tempredactor" "margin: 0px; padding: 0px; border: 0px; outline: 0px vertical-align: baseline;">Dear [redacted]
This email is in reply to the complaint you filed with the RevDex.com.
Please accept my sincerest apologies for the phone call you received from Verde EnergyWe do not authorize our Telemarketing agents to make ANY phone calls on SundaysI have put in a Do Not Call request to our Telemarketing providers and have also added you to our own Do Not Call listI thank you for contacting us and letting us know of this problemMaster DNC List Search Results
Phone Number
Date Added
[redacted]
6/29/
Please feel free to reply to this email with any additional concerns[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today[redacted],
"">I
reviewed your recent inquiry
Your account
was assigned to Verde Energy by [redacted] Energy as provided for in [redacted] customer agreement. All [redacted] customers
received notice of this assignment in a first class letter dated 2/5/and as
part of the assignment Verde lowered the supply rate that was previously
charged by [redacted]. A copy of this letter
and the related Terms of Service (the initial variable rate of $0.0990/KWH for
this account replaced the "0.xxxx"/KWH in the sample TOS) are attached for your
reference. This account began to receive
Verde's supply rate as of 3/30/and the rate was not changed until October
when it began to increase because of rising energy supply costs. The account has been dropped and will leave service with Verde at the end of the billing cycle
on 6/30/14. Verde does not have any
cancellation fees
Even though your account is being dropped as a goodwill gesture we are providing a
$billing adjustment for the 5/30/bill (makes the
effective rate $0.1129/KWH) and will use this lower rate on your last bill in June. You will receive this check in approximately weeks
Regards,
[redacted]

We sent the customer the following email todayMrMclain,
"">I
reviewed your recent inquiry
Your
account
was on a fixed rate offer of $0.0579/KWH for months starting on
10/24/and we did not change the rate until February of 2014. Your
April bill reflects the difference between your actual usage and the
budgeted amount you were paying and is high because your usage was over
budget. Your account left service with Verde last month
Regards,
Tony Menchaca

We sent the customer the following email today
Ms. [redacted]
I reviewed your
inquiry.  Verde lowered your rate when your account was assigned to
Verde by [redacted] in April 2013. You were enrolled in a variable rate
offer...

which can change
with market conditions.  The rate held steady for most of your service
with Verde but increased in recent months because of significant
increases in energy supply costs, not all of which were passed on to
customers by Verde.
Your account has been dropped and will go back to service with
[redacted].  As a goodwill gesture we will send you a billing adjustment check
of $66.15 which lowers the effective rate on your May bill to
$0.1129/KWH (which is below the [redacted] rate) and will use this lower rate on your final bill in June. 
You should receive this check within approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA

"margin: 0px; padding: 0px; border: 0px; outline: 0px vertical-align: baseline;">Dear [redacted]
This email is in response to the complaint you filed with the Revdex.com, and the calls you placed to our customer service center.
I have looked up your account and see that your original enrollment became active on 2/14/13 and was for a variable rateThen I see that you called in May/and asked to be switched to our fixed rate at that timeYou were issued a refund for the difference in rate for one month at that time, and switched to our 6-month fixed rate of .1099/kwhAt that time, we also mailed you an updated Terms of Service showing the new rate and for how long it would remain.
All customers are welcome to call our toll-free number when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplierThere is no cancellation fee and no contract (minimum stay) with Verde EnergyI'm sorry your stay with Verde Energy was not to your satisfaction and see that your account has been put in for cancellation[redacted] chooses your final date with Verde, we have no control over exactly what date they choose, so we advise customers that it may take 1-billing cyclesI have adjusted your rate to our current fixed rate of .1049/kwh for any remaining bills with us and issued you a 1-month refund for the difference in rate from your most recent bill to the fixed rateYou should receive your $check in the mail within business days
Karen M[redacted]
Customer Support |Verde Energy USA
Merritt | Second Floor | Norwalk, CT

sent email directly to customer: Dear [redacted], This email is in reply to the complaint you files with the Revdex.com. I see that you received an email from Verde Energy. Please disregard this email, as it was sent in error. We sincerely apologize for any confusion this has caused. If...

you have any additional questions or concerns, you may contact us at ###-###-#### Monday - Friday 8am - 7pm CST and Saturday 9am - 12pm CST.Karen M[redacted]
 Customer Support |Verde Energy USA[redacted] Norwalk, CT 06851

Dear [redacted], This email is in response to the complaint you filed with the Revdex.com. I did reply to your call yesterday and sent you an email. It appears that you were enrolled in our 6-month fixed rate program. If you take a look at the Terms of Service that was on our website when...

you enrolled, you can see that the fixed rate was for 6 months and that after 6 months, your rate would automatically switch over to the variable rate. Unfortunately, in the state of ** we are not required to notify customers when their rate is due to expire. All customers are welcome to call our toll-free number or email us when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplier. There is no cancellation fee and no contract (minimum stay) with Verde Energy. I have put in a Verde cancellation request to your utility. We have lowered your rate to our fixed offer of $0.1149 for any remaining billing cycles with us.  I have processed a total of checks to equal $186.39: $86.39 refund check for the difference in rate from your most recent billing cycle. As an additional courtesy, I have processed two $50 rebates that were available for you to take advantage of during your first 6 months with Verde. You should receive these checks in the mail within 10-15 business days.  I'm sorry your stay with Verde Energy was not to your satisfaction. If you have additional questions/concerns, please don't hesitate to contact us. Karen M[redacted] Customer Support |Verde Energy USA[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. No Further action is needed unless phone calls continue to which another complaint will be filed. Verde may need to check their databases as the caller asked if I still lived in [redacted]... yet they are calling a [redacted] area code and the area code from their caller was also a ** area code. 
Sincerely,
[redacted]

sent following email directly to customer:Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. I have looked up your account and see that you enrolled yourself online with Verde Energy for a 6-month fixed rate of 11.49 cents/kwh on 2/5/2015. Your...

account began with Verde on your 4/1/2015-4/29/2015 billing cycle and your 6-month fixed rate expired on 5/2/2016 and went to our variable rate of 12.99 cents/kwh.As stated in the Terms of Service link on our website, you can see that the fixed rate was for 6 months and that after 6 months, your rate would automatically switch over to the variable rate. All customers are welcome to call our toll-free number when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplier. There is no cancellation fee and no contract (minimum stay) with Verde Energy. I do not see that you contacted Verde via our toll free number (using [redacted] nor [redacted]), nor do I see that we received any emails from E-mail: [redacted]I can confirm that your account with Verde has been cancelled and that the last day with Verde will be 4/03/18.I have adjusted your rate for any remaining billing cycles with us to be at our fixed rate of .1149/kwh.I have calculated a refund to this fixed rate for the 3 highest bills you had while with Verde, and I've processed a $100 rebate check. You should receive your $100 rebate check and the $250.28 check in the mail within 15 business days.If you have any questions, please don't hesitate to reply to this email.Karen M[redacted]Customer Support |Verde Energy USA[redacted] | Norwalk, CT 06851

inherit; font-style: inherit; border: 0px;">Dear Folasade Luke,
This email is in response to the complaint you filed with the Revdex.com. We have dealt with your complaint in the past and I am going to try to explain again what has transpired with your Verde accounts.
ELECTRIC:
[redacted]          drop: 3/16/16
Total 3 billing cycles:
321.00KH @ $0.1649 (12/16/2015-1/15/2016) $52.93
379.00KH @ $0.1649 (1/16/2016-2/16/2016) $62.50
360.00KH @ $0.1499 (2/17/2016-3/16/2016) $53.96
Total of $169.39 in Verde charges. 
[redacted] price to compare: .1213/kwh Total charges would have been $128.58 if you were with just [redacted]
Difference of $40.81
Sent $75 rebate
Sent $5.69 refund
GAS:
[redacted]      drop: 4/15/16
Total 3 billing cycles:
138.01TD @ $0.6840 (1/16/2016-2/16/2016) $94.40
83.23TD @ $0.4990 (2/17/2016-3/16/2016) $41.53
67.36TD @ $0.4990 (3/17/2016-4/15/2016) $33.61
Total of $169.54 in Verde charges.
[redacted] price to compare: .151/therm & .401/therm  Total charges would have been $81.23 if you were with just [redacted]
Difference of $88.31
Sent $25 rebate
Sent $25.53 refund
Final tally:
Total Gas & Electric charges from Verde: $338.93
Total Gas & Electric charges if only using [redacted]: $209.81
Difference between what Verde charged and what the charges would have been if you were just with [redacted]: $129.12
Total Rebates/Refunds: $131.22
Please cash the four checks that Verde Energy has mailed to you. They are still good and the bank will cash them. They do expire, but not until June.
Thank you,
 
Karen M[redacted]
 
Customer Support |Verde Energy USA
[redacted] [redacted] [redacted]

emailed customer directly:Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. I have looked up your account and see that you enrolled the account with Verde Energy for a 12-month fixed rate of $0.0999/kwh starting on 6/07/16. You received that rate for 12...

billing cycles. After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rate.  I do not see that you called Verde to cancel or adjust your rate, if you would like cancel, there is no fee at any time to do so. I have adjusted your active Verde rate to our current 12-month fixed rate of .1399/kwh.I have calculated a refund to our current fixed rate of .1399/kwh and I'm processing a $67.44 refund for the difference in rate from your 3 most recent billing cycles. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. As an additional courtesy, I have processed the two $50 rebates that were available for you to take advantage of during the first 6-months of your enrollment. You should receive these checks in the mail within 10-15 business days.If you have any questions, please don't hesitate to reply to this email.Karen M[redacted] Customer Support |Verde Energy USA[redacted] | Norwalk, CT 06851

Dear [redacted]This email is in response to the complaint you filed with the Revdex.com. Verde Energy apologizes for having called your number which you indicated was on the Do Not Call list (DNC). For your reference, Verde utilizes a third party service provider to comply with all Federal and...

state telemarketing DNC regulations. All phone lists are scrubbed against the Federal DNC list and any state DNC list every 30 days. We also maintain an internal DNC list which contains the phone number of any person who asks to not be called again.  I am the point person for contacting all of our telemarketing groups. I have added your phone number, ###-###-####, to our internal DNC list, as well as requested this number be removed from any dial list of our outbound telemarketing services.  All my best to you, and thank you for taking the time to give us this feedback. Karen M[redacted]Customer Support |Verde Energy USA[redacted] | Norwalk, CT 06851

We sent the customer the following email today:
Ms. [redacted],
I reviewed your inquiry.  You
were enrolled in a variable rate offer and the rate did not increase
for over two years until energy supply costs spiked.  Your service was
dropped as of 10/6/14. Even though the...

account dropped we will send you a
$50 check for your unredeemed cash bonus and a $45.77 billing
adjustment check for your last bill.  You should receive both checks
within 2 weeks.
Regards,
[redacted]
Verde Energy USA

Our regulatory department at [redacted] (parent company) is currently working on a complaint submitted via our website, I will follow up with their findings.Karen M[redacted] Customer Support | Verde Energy USA[redacted]r | Norwalk, CT 06851