Verde Energy USA Inc.

Complaint: [redacted]
I am rejecting this response because:
even though I said that I was authorized I am not authorized to change anything on someone else's electric bill.  They should verify instead of believing people.   I want compensation for the 1200 dollars that they raised my bill. 
Sincerely,[redacted]

emailed final response 2/27/15:
Dear [redacted],
 
This email is in reference to your rejection of our Revdex.com response. I have issued you one additional refund for the usage from your 11/10/2014-12/10/2014 billing cycle. You should receive the 120.57 final refund check within 15 business days.
 
 
[redacted]
Customer Support | Verde Energy USA
[redacted]%3

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 today[redacted]
I reviewed your recent Revdex.com inquiry and call to our customer support group.
As
was previously explained, your account was assigned by [redacted]...

[redacted] [redacted] to Verde Energy in July 2012.  All [redacted] customers received
the attached notification mailing via first class mail.  You were
enrolled in a variable rate offer which started at $0.1065/KWH, dropped
to $0.0990/KWH in April 2013 and later increased due to a significant
increase in Verde's energy supply costs, not all of which were passed on
to the customer.
Our customer support group issued a billing adjustment
check for $127.22 on 5/21/14 even though your account left service with
Verde on 4/14/14.  I authorized today another billing adjustment check
for $100 as a good will gesture.  You should receive this second check
in approximately two weeks.
Regards,
Tony Menchaca
Verde Energy

Replied directly to customer via emall dated 5-12-15Dear [redacted]This e-mail is in response to your calls to our customer service center as well as the complaint you filed with the Revdex.com.  You currently have an active account with Verde Energy as your account was not rejected by your...

utility [redacted].  [redacted] misinformed you that your [redacted] effected your eligibility. Verde is not required to ask if a customer is on an assistance plan such as [redacted] at time of enrollment with Verde. You did receive bills on March 25th & April 24th as part of your [redacted] bill. [redacted] is solely responsible for producing your bill not Verde. Therefore, if any changes from paper bills to e-mail occurred it would most definitely have to be a change made by [redacted].  Your Verde $ 75. rebate has been processed and you will receive a check in the mail within 7-10 business days.We thank you for choosing Verde Energy as your supplier.Best,[redacted]Customer Support | Verde Energy USA[redacted]

Verde Energy has tried to make contact with customer via telephone. We await [redacted]'s return phone call to our billing specialist, Stephanie  [redacted]. Karen M[redacted]Customer Support | Verde Energy USA[redacted]

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 4-month fixed rate of $0.0949/kwh. You received that rate for 4 billing cycles. After your fixed rate expired, per...

the Terms of Service mailed to your address, the account switched automatically to our variable rate. As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 12/3/2014 12:50:28 PM   I have also listened to the recording of your call to our 800 service, Kari does not tell you that one of your children enrolled, she simply suggests that another member of your household may have enrolled the account. As the attached recording proves, it was not one of your children.Your Verde Energy service was cancelled due to non-payment to JCPL. The last day you were with Verde was 8/17/15.As I tried to explain to you on the phone (when you disconnected), we are processing a $98.78 refund for the difference in rate from your highest billing. 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, we have processed the $75 rebate that was 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] [redacted] [redacted]

Don't go with the company. After the grace period is over your bills go sky high.
Was never told about any grace period now my bills have doubled.

responded via email directly to customer on 4/16/15:
word-wrap: break-word; width: auto; color: rgb(51, 51, 51); background-color: rgb(255, 255, 255);">Dear [redacted],
 
This email is in response to the complaint you filed with the Revdex.com. Verde Energy looks at each budget billing account every February, if the customer is using more than their calculated average, we increase their budget. We updated your budget from $68/month to $83/month in February of 2014. Your balance was not calculated from the very beginning of your start with Verde, but our customer service representative provided you with the information for the life of your account with us, for your information. 
When we re-assessed your budget amount in February of 2014, it was taking into consideration the amount that you underpaid in 2013, and recalculated using the variable rate that we offered at that time. As you may remember, the winter of 2014 was extremely cold and the cost of electricity rose drastically during that time. Your budget did not cover the extreme increases in variable rate electricity costs.
 
As a courtesy, we have calculated a $48.37 refund which is for the difference in rate from your three highest bills. (.1878/kwh rate, down to .1099 rate.) I have also processed the $50 rebate that was available for you to take advantage of during the first 6 months of your being a Verde customer. You should receive both of those checks in the mail within 15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Replied directly to customer via email supplied by them.Dear [redacted] This email is in response to the complaint you filed with the Revdex.com. I have looked up your phone number in our database and have personally contacted the Telemarketing group that was calling your phone number. They have...

assured me that they have added your phone number to their Do Not Call list today and will no longer be dialing your phone number. I apologize for any inconvenience.If you have any questions, please don't hesitate to reply to this email.    Karen M[redacted]Customer Support | Verde Energy USA[redacted]

Dear [redacted],This email is in response to the comment you filed with the Revdex.com. 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 have added your phone number to this list. Master DNC List Search ResultsAdd DNC Record DNC Bulk Upload Download Master DNC ListPhone NumberDate Added[redacted]12/21/2015 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]

Complaint: [redacted]
I am rejecting this response because:
I'm not happy with this company. I can't wait another 2 weeks for money that I already paid. If I didn't pay this company on time there would be a penalty so I would like more money due to the fact that it's been over a month with no sign of being paid. If I never called back last week or write to Revdex.com I feel I would have never get my money that is owed to me. I'm the one that was over charged and I'm the one that has to call and call just to get my money. Also, this company doesn't call back when they say they would and has very bad customer service. I never ran into a company that doesn't call you back when they say they would even it's going to be in a week. In all my time as a homeowner and renting I never ran into a rate increase due to significant energy supply cost in the winter time always in the summer. This company said they didn't pass all the increase on the customer but they did cause [redacted] didn't raise anything. I'm not the first person or the last person verde energy did this to. There should be a law that energy companies should tell you when there is a rate increase. This company is a scam and doesn't care about their cumstors.
Sincerely,
[redacted]

[redacted] can call me directly to discuss at ###-###-####
Regards,
[redacted]

We sent the customer the following email today
Dear [redacted],
I received a copy of your recent inquiry regarding
renewable energy and want to provide you with some background
information on how our renewable energy offer fits in the overall
generation mix.
/>
The power generation source table that you are referring to
represents the overall mix for all power suppliers in MA.  The grid in
MA is delivering the same mix of power for every consumer regardless of
who they have selected as a supplier since there is a set mix of
generation sources putting this power into the grid.
With our renewable offer what we are doing is purchasing RECs
(Renewable Energy Certificates) from the owners of renewable energy
generation sources.  A copy of our REC document which we send to
customers is attached for your reference.These RECs help support the
development and operation of these generation assets.  As indicated in
the document we conduct a yearly audit to ensure that we are purchasing
the required level of RECs.  Again, since we cannot change the actual
mix in the MA grid we need to use these RECs as part of our offer.
I hope this responds to your question.
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. Thanks so much for your time and help in this matter. I have also responded to Verde thanking them for their consideration and acceptable resolution.Sincerely, [redacted]

When I receive check. I will cancel this complaint. Only when I receive check. I have been told this before twice. When I cash check and it goes into my account I will cancel this complaint. Thank you for the info. But hope this complaint can get solved as soon as possible. 
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]

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]

Dear Mr. [redacted],
 
We have received your complaint via Revdex.com regarding the $25
rebate our service offers.  Apologies for
any confusion regarding our service, our sales team does not offer...

$25 for
enrolling, you have to be an active customer for at least one month and send in
the rebate coupon with a copy of your utility bill.  The rebate form is included in your welcome
kit, I show your welcome kit was sent on Oct. 21st to [redacted], we also have this rebate form on our
website as well.  Our service offers four
$25 rebates for every quarter that you’re an active customer.  Because you were an active customer (1 month)
we will send you a check for $25 as a courtesy, we show that you have since
cancelled our service on November 21st, so you will no longer be
eligible for additional rebates. 
 
Kind Regards,

Complaint: [redacted]
I am rejecting this response because:
Please read email message history

Today at 2:04 PM
Hello [redacted];
This is not a final refund check this was a credit for double billing.  I am totally blown away by the total lack of customer service.  .  Please have [redacted] contact me asap.  I will wait to hear back today.  II will not accept anything less than the $568.00 overbilling I am due.  If not, I will submit another complaint to the Revdex.com.  I am totally appalled that your company thinks they can overcharge customers without their approval!!  I am getting ready to call my attorney.
Thank you
[redacted]
Hide message history
On Thursday, September 25, 2014 1:39 PM, [redacted]> wrote:

[redacted], 
 
My apologies.  We had your account crossed with another.  Your account closed on 9/19/2014 and we sent a final refund check of $232.72 which has cleared our bank.  Our customer service center has no record of your call in April.  [redacted] from our corporate office did call you on September 16th and left a message relaying all of this information.  [redacted] will respond to your Revdex.com inquiry, but no further refunds will be processed.
 
Regards,
On Thu, Sep 25, 2014 at 12:39 PM, [redacted]> wrote:
Hello:  Please show me a copy of the cancelled check for 25.00.  I do not recall cashing this check.  I did call in April and canceled your services.  YOU did NOT have my permission to keep billing me at a variable rate.   According to [redacted] records,  this over billing amounts to $568.00.   (from March to present).   Please show me a contract where I agreed to be billed at a variable rate.  This is totally unacceptable.  I wonder how many people you have overbilled with out there knowledge. 
Thank you for the refund of $107.00 but this is totally unacceptable.  I would like to have the amount of $568.00 credited to my account.
Thank you
[redacted]
On Thursday, September 25, 2014 12:21 PM, T[redacted] <[redacted]> wrote:

Ms. [redacted],
I received your recent inquiry.  I researched our records and saw that you called in February but did not request that your service be cancelled.  You were offered a $25 cash bonus on the call and you cashed the check which was sent to you at that time.
I also saw that [redacted] helped you with a billing issue several weeks ago and we have submitted a request to the utility to leave service with Verde.  Even though you have cancelled, as a good will gesture we will send you a check for $107.17 to lower the effective rate on your August and July bills to the [redacted] rate of $0.1025/KWH.  You will receive this check in approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA
 
--
[redacted]
Customer Account Manager
Verde Energy USA
[redacted]
Reply, Reply All or Forward | More
 
Sincerely,
[redacted]

Responded via email on 3/6/15:
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; background-color: rgb(250, 250, 250); -webkit-text-stroke-width: 0px;">Dear [redacted], 
Thank you for contacting us and I apologize for any confusion. According to our records you enrolled in a 6 month fixed rate that ended after your November meter reading. Currently the state of [redacted] does not require suppliers to contact customers when a fixed rate expires.  According to our records your account dropped service last month and you have redeemed your rebate.
Best regards,[redacted]
 
[redacted]
Customer Support | Verde Energy USA
[redacted] [redacted] [redacted]