Verde Energy USA Inc.

copy of email sent on 2/5/15:Dear [redacted],This e-mail is in reply to your dispute with the Revdex.com. It appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuated. We 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 will be returned to your utility on 2/6/2014. We have lowered your rate to our fixed offer of $0.0849 for any remaining billing cycles with us. You should see that rate on your final bill with Verde. If you do not, I will refund you the difference for that last bill. Simply reply to this email address.We are processing a $132.90 refund for the difference in rate from your most recent billing cycle. You should receive that check in the mail within 10-15 business days. [redacted]
[redacted]
[redacted]

replied via email directly to customer on 4/22/15:Dear [redacted],Thank you for your patience in waiting for my reply to your rejection response through the Revdex.com. The $340.81 is the balance of your budget ($192.81, see budget breakdown below) plus the monthly budget of $148 for your 11/15-12/15 usage:1,346.68KH @ $0.1099 (11/15/2014-12/15/2014)12/16/201411/15/201412/15/2014$148.00I also see that we had a final budget billing adjustment because your final month with us your usage was lower than what we budgeted for.Budget Billing Adjustment (-871KH @ $0.1099)01/16/201512/17/201401/14/2015($95.69)08041100750000061396G22791817Energ...⇄ ChargeEnergy Charge1,346.68KH @ $0.1099 (12/17/2014-1/14/2015)01/15/201512/17/201401/14/2015$148.00so on your final bill your Verde charge was only $52.31[redacted]Customer Support | Verde Energy USA[redacted]BUDGET BREAKDOWN:DescriptionService StartService EndAmountBudget Billing Adjustment (448KH @ $0.1065)10/22/201111/21/2011$47.66Budget Billing Adjustment (-544KH @ $0.1065)11/23/201112/20/2011($57.99)Budget Billing Adjustment (-531KH @ $0.1065)12/22/20111/22/2012($56.60)Budget Billing Adjustment (462KH @ $0.1065)1/24/20122/20/2012$49.15Budget Billing Adjustment (-95KH @ $0.1065)2/22/20123/22/2012($10.17)Budget Billing Adjustment (-132KH @ $0.0990)3/24/20124/22/2012($13.05)Budget Billing Adjustment (-131KH @ $0.0990)4/24/20125/23/2012($12.96)Budget Billing Adjustment (132KH @ $0.0990)5/25/20126/25/2012$13.08Budget Billing Adjustment (175KH @ $0.0990)6/27/20127/23/2012$17.34Budget Billing Adjustment (476KH @ $0.0990)7/25/20128/26/2012$47.14Budget Billing Adjustment (80KH @ $0.0990)8/28/20129/24/2012$7.93Budget Billing Adjustment (284KH @ $0.0990)9/26/201211/14/2012$28.13Budget Billing Adjustment (43KH @ $0.0990)11/16/201212/16/2012$4.27Budget Billing Adjustment (24KH @ $0.0990)12/18/20121/16/2013$2.39Budget Billing Adjustment (53KH @ $0.0990)1/18/20132/17/2013$5.26Budget Billing Adjustment (-179KH @ $0.0990)2/19/20133/18/2013($17.71)Budget Billing Adjustment (-12KH @ $0.0990)3/20/20134/16/2013($1.17)Budget Billing Adjustment (-60KH @ $0.0990)4/18/20135/16/2013($5.93)Budget Billing Adjustment (162KH @ $0.0990)5/18/20136/17/2013$16.05Budget Billing Adjustment (70KH @ $0.0990)6/19/20137/17/2013$6.94Budget Billing Adjustment (423KH @ $0.1049)7/19/20138/18/2013$44.35Budget Billing Adjustment (158KH @ $0.1049)8/20/20139/16/2013$16.55Budget Billing Adjustment (13KH @ $0.1102)9/18/201310/16/2013$1.41Budget Billing Adjustment (67KH @ $0.1209)10/18/201311/17/2013$8.05Budget Billing Adjustment (48KH @ $0.1209)11/19/201312/17/2013$5.75Budget Billing Adjustment (302KH @ $0.1289)12/19/20131/16/2014$38.99Budget Billing Adjustment (304KH @ $0.1878)1/18/20142/16/2014$57.06Budget Billing Adjustment (102KH @ $0.1878)2/18/20143/17/2014$19.14Budget Billing Adjustment (69KH @ $0.1878)3/19/20144/14/2014$12.94Budget Billing Adjustment (223KH @ $0.1853)4/16/20145/15/2014$41.30Budget Billing Adjustment (147KH @ $0.1853)5/17/20146/16/2014$27.22Budget Billing Adjustment (74KH @ $0.1099)6/18/20147/16/2014$8.11Budget Billing Adjustment (151KH @ $0.1099)7/18/20148/17/2014$16.57Budget Billing Adjustment (187KH @ $0.1099)8/19/20149/16/2014$20.53Budget Billing Adjustment (-291KH @ $0.1099)9/18/201410/14/2014($32.01)Budget Billing Adjustment (-851KH @ $0.1099)10/16/201411/13/2014($93.49)Budget Billing Adjustment (-632KH @ $0.1099)11/15/201412/15/2014($69.42)$192.81

We sent the following email to the customer today
Ms. Hahn,
I have reviewed your Revdex.com
inquiry and your two calls into our customer service group.  I
apologize for the delayed response to your calls.
/>
We will
issue you a $88.56 billing adjustment for your 3/10/14 bill to make your
effective rate $0.0929/KWH and will also use this lower rate on your
final bill with Verde on 5/9/14.  You should receive this check in
approximately 2 weeks.
The 7,942 KWH meter read for your April bill looks like a
mistaken read by [redacted]  Your usage for the prior months looks
comparable to 2013 so there should not be any "catch up" in this read. 
You should contact [redacted] to have this corrected.  It looks to be 6,000
KWH+ over stated.
Regards,
Tony Menchaca

rgb(250, 250, 250);">Replied via email directly to customer on 4/24/15:
Dear [redacted],
This email is in response to your calls to our customer service center as well as the complaint you filed with the Revdex.com. I have listened to the recording of the phone call you made on March 18 and the 800 operator does quote the correct fixed rate of .1599/kwh, but later in the conversation she does confirm that you were paying .1199/kwh and that can be misunderstood to be a quote that you would be reimbursed for that amount. I have calculated a refund for the difference in rate from the variable you paid to the fixed rate of .1199/kwh, which would be $63.12, minus the $10.55 we have already paid and I am having a check mailed to you for $52.57. Please allow 10-15 business days for that check to reach you.
[redacted]

Called customer directly and spoke at length to his satisfaction.
Added both his landline and cell phone numbers to DNC list.
Sending $50 rebate check to cover cost of early cancel fee with Constellation.
Cancelled Verde enrollment.
Customer...

accepted all of the above as an acceptable solution to his complaint.

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.
Sincerely,
[redacted]

Replied directly to customer via e-mail dated 5-12-15
Dear [redacted],
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. 
 Your actual drop date with...

Verde Energy is April 28th. The request to change to another supplier came to us on March 27th. The date to end your account with Verde and start with another supplier was actually April 27th and is controlled solely by [redacted].  The corrected refund amount represents a credit based on our current fixed rate. We are not able to refund your bill in full as the electricity must be paid for. 
 We apologize for the calculation error but we are not required to refund in any scenario, and we do as a courtesy to our customers. The $350 was an error and we have previously followed up with you and have refunded you the the actual difference vs. variable & fixed (as a courtesy).
Best,
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today[redacted],I received a copy of your Revdex.com
inquiry.  Your account has been cancelled and will leave service with
Verde at the end of the current billing cycle on 1/20/15.  As a courtesy
we will send you a billing adjustment check for $40.46...

which lowers the
effective rate on your recent bill to $0.1149/KWH.  You will receive
this check within 2 weeks.Regards,[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
The terms and conditions stated in the document you sent me (which I  have never even seen before) reads the following.
 
1. Price:  Customer will receive electricity from Verde ** at a monthly variable generation rate.  Customer agrees and understands that the rate may fluctuate monthly with market conditions. Customer may compare price terms by looking at the rates posted on the website and on Customer's monthly bill. In addition, Customer shall pay and be responsible for all other amounts related to the purchase and delivery of electricity, including applicable taxes and charges.  Please see Verde web site www.lowcostpower.com for current rates and updates.  
When I go on the website listed the current rate for ** is about .11 per kwh (see attached). How can you get away with charging me .18 per kwh? This is not acceptable. I want to be refunded for all of the months you overcharged me. Not just the current month. The amount is about $700 that I am owed for your scam.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am not authorized to change the electric bill in any way.   Even though I'm the one who apparently called in I am not authorized to change anything so this should have never been allowed.   
Sincerely,
[redacted]

I have looked further into this complaint and have searched all of Verde's outbound sales teams phone calls. I did not find any further calls to the phone number ###-###-#### past October 5, 2016. I also see that this phone number was added to our DNC list per [redacted]'s request:Phone NumberDate Added[redacted]310/5/2016 Karen M[redacted] Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the customer the following email
[redacted],I received a copy of your Revdex.com inquiry. 
You should have received two notices in December, one indicating that
your initial 3 month fixed rate would end in late January and the second
a quarterly notice that CT...

requires us to send to all customers
regardless of their status.
If you have already enrolled
with a new supplier then your account should switch to your new provider
after your current cycle and you will then get that provider's rate. 
If this does not happen and you stay with Verde for your February
billing cycle we can refund you the difference between the rate you are
charged and the $0.098/KWH rate. 
I hope this helps,
[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. Sincerely, [redacted]

We sent the customer the following email
Mr.[redacted],
I received a copy of your inquiry and reviewed your account history.
As
you know we provide all existing customers the opportunity to take
advantage of our current fixed rate offer for...

new customers.  You were
able to do this back in May of last year under a 6 month fixed rate of
$0.1049/KWH.
We have put in a cancellation transaction per
your request.  Even though you have decided to cancel we will send you a
billing adjustment check for $104.89 which lowers the rate on your Jan
bill to $0.1049/KWH.  With this check we will have provided you with
over $190 of billing refunds, you received another check back in May,
along with $75 in special bonus rebates ($50 in May 2011 and $25 in Jan
2014). 
Regards,
[redacted]

Two follow up items on this inquiry.
1. Terms of Service;  I have attached the TOS that was mailed to this DEG customer at the time their account was assigned to Verde.  Item 1 indicates that the rate will be a monthly variable rate after one year of service from their enrollment with DEG.  For this account one year ended in February 2013 and a check for $42.85 was sent to the customer as their 3% rebate.  The $0.0990/KWH rate did not change until June of 2103 when it began to increase because of increases in Verde's energy supply costs.
2.  Cancellation:  This was submitted to the utility the same day it was requested by the customer on 2/4/13.  The account will leave Verde service at the end of the current billing period on 3/12/14.  There was no delay in processing this cancellation.

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. Sincerely, [redacted]

No account found when searching using name, phone or email.Left voicemail on phone asking her to call me back with more information so that I can look up her account.
sans-serif; vertical-align: baseline; line-height: 1.3; word-break: normal; word-wrap: break-word; width: auto; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today
Mr. [redacted],
We received a copy of your
recent inquiry.  I apologize for you not being able to reach a customer
service rep.  We have placed a cancellation on your enrollment with
Verde...

Energy.
Regards,
Verde Energy Customer Support

We sent the customer the following email today
I reviewed your inquiry and Saturday call to our customer support group.
A
copy of the enrollment TPV you completed on 4/16/14 is attached for
your reference.  Even though you have cancelled your account with...

Verde
as a courtesy we will send you a $75 cash bonus check to help defray the
cost of your recent bill.  You will receive this check within 2 weeks.If you have any questions about the KWH in a recent meter reading you should contact AEP since they control all readings.
Regards,
[redacted]