Verde Energy USA Inc.

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,

Left vm with customer. Cannot find any account searching under provided name, phone, address or email. Waiting for customer to call me back at my direct office number.[redacted]Verde Energy USA

Dear [redacted],This e-mail is in response to your rejection of our settlement.   We feel we made an equitable offer and consider the inquiry resolved.Best,[redacted]Customer Support Verde Energy USA[redacted]

Complaint: [redacted]
I am rejecting this response because:was never notified of original service provider went out business and verde took them over this is not a credit card service it is utility provider to lower my electric bill
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Verde Energy has refused to respond to my complaint accordingly.
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]

0px;">[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 6-month fixed rate of $0.0999/kwh. You received that rate for 6 billing cycles. After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rate. Verde Energy is not required to contact MA customers when their rate is about to expire, but since you were under that impression, I am processing a $34.50 refund for the difference in rate from your final two bills that had Verde as your supplier. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. You should receive this check in the mail within 10-15 business days.
Your account is no longer active with Verde Energy and I have added your phone number to our Do Not Call list.
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

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 directly to customer via e-mail 
Dear [redacted],
This e-mail is in response to your rejection of our settlement.   We feel we made an equitable offer and consider the inquiry resolved.
Best,
[redacted]
Customer Support 
Verde Energy USA
[redacted]

Complaint: [redacted]
I am rejecting this response because: What Karen m[redacted] has laid out here only shows how fraudulent this company is. My April bill reads thus;
Current [redacted] -Gas  $29.54
Current [redacted] - Electric $56.95
Verde Energy USA, Inc. Gas Charges  $33.61 which make my total bill for April $120.10
Last month's bill(March) was much higher because both gas and electric charges were added by Verde Energy in addition to [redacted] separate charges: [redacted] gas 39.38, [redacted] electric, 18.77; Verde Gas is 41.53, while their electric is 53.96. totaling $153.64!! My October 2015 bill from [redacted] alone for both gas and electric was just $70.53 before Verde was added to my account so why would I prefer to pay $153.64 monthly for the same service costing $70.53??  So this is not a case of what the difference is between [redacted] charges and Verde Energy! Both charges have been plied on my account since February and the extra charges added onto my account by Verde is in excess of $252.39. Their rebate of $131 does not pay all of this, who pays the balance?
 
Furthermore, I did not receive the check for $5.69 from them. Whatever Karen is trying to say here does not cover the difference that will still be remaining on my bill from their company charges after their 3 checks have been used towards this outrageous debt!!!! What I am asking is for the whole debt added onto my account by Verde Energy be taken care of by them since what they told me about saving cost on my bill from [redacted] was not what they delivered.
 
Sincerely,
[redacted]

Verde Energy USA, Inc. is violating my privacy my constitutional right of the 4th amendment. They stole my information and took action without my consent to change my electricity provider. I will take legal action if my privacy is violated again by Verde Energy or any of its branches. Media will be notified of its VErde's illegal actions against citizens.

We will issue the $3.95 refund.  Four $25 utility rebates are part of the offer and are described that way in sales materials.  Input from this inquiry will be reviewed with the marketer.A follow up email will be sent to the customer

Replied via email on 2/24/15:
"Helvetica Neue", Helvetica, Arial, sans-serif; OUTLINE-STYLE: none; PADDING-LEFT: 0px; MARGIN: 0in 0in 0pt; LETTER-SPACING: normal; OUTLINE-COLOR: invert; PADDING-RIGHT: 0px; BACKGROUND-COLOR: rgb(250,250,250); TEXT-INDENT: 0px; border-image: none; -webkit-text-stroke-width: 0px'>Dear [redacted]
Thank you for emailing me the copies of your bills. As we discussed on the phone, you were aware that the Verde Energy rate was .0799/kwh. (I have attached the recording of the enrollment verification for your records.) 
It appears that [redacted] has a winter rate of $0.04698/kwh, so when you compare that to paying $0.0799/kwh you will be paying more for our 100% green electricity. There is no refund I can issue, as you were enrolled and charged the correct rate. I see that your $75 rebate has been processed and was mailed to you on 2/5/15. I have put in a cancel request for your account and you will go back to using [redacted] Energy after one full billing cycle. 
[redacted]
Customer Support | Verde Energy USA
[redacted]

emailed customer 4/16/15Dear [redacted], This email is in response to your rejection of our Revdex.com response. As I have promised, a $54.03 refund check was mailed to you directly from the bank. As well as the $50 rebate that was available for you to take advantage of during the first 6-months of your enrollment. You should get both of these checks in the mail any day now.I have adjusted your account to our fixed rate of .1599/kwh for your remaining billing cycle with Verde Energy. [redacted] has given us a service end date of 4/20/2015. If you have any questions/concerns please don’t hesitate to reply to this e-mail.[redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

We sent the customer the following email today
Mr. [redacted],
I received a copy of your inquiry.
While
reviewing your account I saw that you spoke with our customer service
group yesterday and wanted to switch to a fixed rate of $0.1149/KWH...

for
100% renewable energy.  For reference you were on a variable rate since
1/8/11 and that rate dropped in 2011 and then did not change for over 2
years.
Let me know if you still want to switch to the fixed
rate or leave service with Verde and return to [redacted] ( whose estimated
rate is slightly higher than our current rate).
Regards,
[redacted]

250);">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]

We reviewed this account and offer the following
1.  Verde Energy submitted a cancellation to [redacted] on 1/11/14 but it was not processed by the utility due to a data error.  We have re-submitted this cancellation several times over the past 3 weeks and it is finally...

being processed by National Grid this week.  The utility controls this process, we cannot cancel an account on our own.
2.  The customer is being charged a supply rate of $0.0899/KWH by Verde which is 12% less than the national Grid supply rate of $0.10025/KWH as noted for the 11/13-4/14 period in this link:  http://www.nationalgridus.com/masselectric/home/rates/4_default.asp
The customer saved money with Verde.
We apologize for the delay in getting this cancellation processed.  It was not entirely in our control

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Sincerely,
Peter Hickey

As a goodwill gesture we will issue the customer a billing refund check of $36.36 as they requested.  The customer was on a variable rate offer which fluctuates with market conditions.

Ms. Hannigan,
I saw your reply to the Revdex.com.  We will send you a $25 check to get your total rebate to $75.
Regards,
Tony...

Menchaca