Verde Energy USA Inc.

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

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]

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.
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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]

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]

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 [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]

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]

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]

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.

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

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]

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]

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]

Complaint: [redacted]I am rejecting this response because:
Dear Ms. [redacted]
 
Thank you for your response to my dispute.  I am still left with a few questions. Why was I never contacted after I had called Verde to first report this when I was told I would receive a call within 3-5 business days? Next, can you provide proof that there was notification sent to [redacted] customers stating the change?  Also,  can you provide proof that customers were provided with the option to stay with a fixed rate?  I find your explanation confusing since one of your associates openly admitted that letters were not sent, I have records of my phone calls with Verde and you also have recordings of your phone calls that would prove this statement.  In order for this dispute to be settled and to be ethical you should be offering to refund the months in which the variable rate has been in effect.  If you are processing a refund for the last month, which is much appreciated, this sends up a red flag that your company knows there has been a discrepancy with communication to consumers and continued to charge a very high variable rate, which is wrong.  .1299 was the lowest rate I believe was charged to my account since I have been with Verde, which is astronomically high compared to what your fixed rates have been. I hope this is resolved soon.Sincerely,[redacted]

We sent the customer the following email today:
[redacted]
We received your inquiry. 
Your account has been dropped per your request and will leave Verde
service at the end of the current billing cycle on 9/23/14.  As...

a
goodwill gesture we will issue you a billing adjustment check for $76.32
which lowers the effective rate on your 7/2/3 and 8/21 bills to
$0.1099/KWH and will use this lower rate for your final bell in
September.  You also received and cashed a $25 retention check earlier
this year.
Regards,
[redacted]
Verde Energy

Complaint: [redacted]
I am rejecting this response because :what Verde is now deeming  "fair" is neither fair nor what I was told would be my refund by a Verde representative.
Sincerely,
[redacted]