Verde Energy USA Inc.

As indicated in our initial email we are sending the customer a billing adjustment check for $153.00 and believe this to be an equitable offer to resolve the dispute.

responded via email 3/11/15:
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],
This email is in response to the complaint you filed with the Revdex.com. As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA. 
Call Time: 5/10/2013 10:48:30 AM. We have adjusted your account to the current fixed rate of .0849/kwh. That rate is fixed for 6 months. Your rate will automatically switch to our variable rate at the end of that 6-month period. You will need to contact us again if you want to avoid switching back to the variable rate.
I am sending you a refund check for the difference in rate from the variable you were charged on your most recent bill, to the fixed rate. You should get your $99.90 check in the mail within 15 business days. As a courtesy, we have also processed the $50 rebate that was available for you to take advantage of during the first 6-months of your enrollment.
If you have any additional questions/concerns, please don't hesitate to reply to this email.
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today:[redacted],We received your Revdex.com inquiry.  We mail
a notice via first class mail to CT customers when their fixed rate is
about to expire or if their variable rate is about to increase by more
than 25%.  The notice also lets the customer...

know that they can switch
to our existing fixed rate offer at any time (currently $0.1149/KWH 4
month fixed rate).  If you would like to enroll in our fixed rate offer
please call our customer support staff at ###-###-####.Regards,Verde Energy Customer Support

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I...

returned [redacted] call from Verde Energy regarding the complaint I submitted to BBC. My account number was [redacted] before I closed it and my vendor name is [redacted], Vendor ID:   [redacted].I was told person I spoke with I'd be reimbursed the total amount I paidand received $3.95 in the mail.Thank you,[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]

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.[redacted]Customer Support | Verde Energy USA[redacted]

We sent the following email to the customer today
Hi Ann,
I have reviewed your recent Revdex.com inquiry.
I
saw that you spoke with our customer service staff in late March.  You
should receive...

your billing adjustment check of $122.01 next week and
your account is now on a 6 month fixed rate of $0.0929/KWH so you should
be all set.
Regards,
Tony Menchaca

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,
Roy Bahian

replied to customer directly 4/4/16:
background-color: rgb(250, 250, 250);">Dear [redacted]
This email is in response to the complaint you filed with the Revdex.com. I see that you have been in contact with our customer service representative, Jennifer. As she explained to you, we are happy to issue you the $56.96 refund, and will have a check prepared and mailed to you for that amount. You should receive the check in the mail within 10-15 business days.
I have looked up your account and see that it is currently still active with Verde Energy, so I have adjusted your account to the current fixed rate of .0999/kwh. That rate is fixed for 12 months and will once again switch to a variable rate at the end of that period, so it would be a good idea to mark your calendar to call Verde next March.
It sometimes takes the utility two billing cycles to adjust your rate, so please contact us again if your rate is incorrect on your next bill. You can reply to this email to do that, and I will take care of it personally. 
If you have any questions, please don't hesitate to reply to this email.
Karen M[redacted]

We sent the following email to the customer.  The issue was resolved with her 2 weeks ago.
Janet,
I reviewed your recent Revdex.com
inquiry.  As we explained several weeks ago your account was not
enrolled in the marketing code...

that we set up for [redacted] residents and that is why your rate increased on your February bill. 
Your refund check for $42.36 related to this bill was mailed yesterday. 
We also changed your rate to the special L[redacted] rate of
$0.0990/KWH and this is reflected in your March bill.
I see that you have dropped your enrollment with Verde and will return to the [redacted] rate at the end of the 5/5/14 billing cycle.
Regards,
Tony Menchaca

Replied directly to customer via email:Dear [redacted],This email is in response to your call to our customer service center and the complaint you filed with the Revdex.com. I have looked up your account and see that your utility ([redacted]) notified us of your switch away from Verde Energy on 12/8/14....

Then on 12/19/14, we received a reinstatement request from [redacted], so your account remained active with Verde. Next I see that Verde sent [redacted] a request to cancel Verde on 5/22/15. This cancellation was accepted by your utility and they gave Verde a 6/12/15 end date. I'm sorry for the inconvenience, but it appears that [redacted] put in a reinstatement of your account after you asked them to cancel Verde. We were only following the utility's directions.We have been informed by [redacted] that your account will no longer utilize Verde Energy USA for the supply portion of your electric service. Your service was returned to your utility on 6/12/2015. You will no longer see Verde Energy on your bill. I have also added your phone number to our Do Not Call list.As a courtesy, although your account is cancelled, I have processed the $75 rebate that you were eligible for when you first enrolled. You should receive that check in the mail within 15 business days.[redacted]Customer Support | Verde Energy USA
[redacted] [redacted] [redacted]

We sent the customer the following email today[redacted],We received a copy of your recent
inquiry.  Your utility company, [redacted], controls the timing of
your drop date with a given supplier.  [redacted] sent us a drop transaction on
12/29/14 and indicated that the effective date would...

be 2/8/15.  Verde
Energy does not have any control over the effective date.Regards,
[redacted]

We sent the customer the following email today
Hi Mr. Morris,
I reviewed your recent Revdex.com inquiry,
I
have attached a copy of the enrollment verification that you completed
on 4/5/13.  As indicated in...

the recording you were enrolled in a
variable rate offer which started at $0.0810/KWH and could increase or
decrease over time.  As you know it has increased recently as a result
of significant increases in energy costs.
You will leave service with Verde at the end of the current
billing cycle on 5/1/14.  As a good will gesture we will send you a
billing adjustment check for $142.14 for your 3/30/14 bill which lowers
the effective rate to $0.0999/KWH and will use this lower rate for your
final bill.  You should receive this check in approximately 2 weeks.
Regards,
Tony Menchaca

responded via email directly to customer on 4/22/15
Dear [redacted]
 
This email is in response to your rejection of our Revdex.com response. Last April, we mailed you a new terms of service, which explains that your rate was good for 6 months and at the end of the 6-month term, your account will be switched to a variable rate. As I have explained in past responses, your fixed rate expired on 11/14/2014. At this time, Verde is not required to contact [redacted] customers when their rate is about to expire. 
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 .1499/kwh for your remaining billing cycle with Verde Energy, which you should now see on your last bill. [redacted] has given us a service end date of 4/20/2015. Verde does not have any cancellation fees. For reference, all existing customers have the opportunity to switch to our then current fixed rate at any time at no cost. Verde Energy feels we have provided an equitable solution to this matter and considers this case resolved.
 
[redacted]
Customer Support | Verde Energy USA
[redacted]

Complaint: [redacted]
I am rejecting this response because:I never received any notice or any mailing from you of any kind during
my enrollment with you as our electrical supplier. I pay close attention
to our mail and would have acted on such a notice. My original
complaint and request has not changed. Your rate change is unacceptable.
I look forward to you resolving the issue as I reasonably requested.
Sincerely,
[redacted]

Responded directly to customer rejection of settlement via e-mailDear [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 [redacted]

Customer was contacted via 1st class US mail (attached) of his rate adjustments. Issued 1-month refund for both accounts:9/8/2015 1:49:54 PMRefund Check Initiated for $23.329/8/2015 1:49:31 PMRefund Check Initiated for $82.80

Emailed customer 2/25/15:
"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]
This email is in response to the complaint you filed with the Revdex.com. I have looked up your account and see that you were enrolled in our 1-year fixed rate of $0.0749/kwh. You received that rate for 13 months and were then automatically switched to our variable rate program, as stated in your Terms of Service. In July of 2014, we mailed you a reminder letter letting you know that your account was about to go from a fixed rate, to a variable rate.
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 was returned to your utility on 2/04/15. We are processing a $182.64 refund for the difference in rate from your most recent billing cycle, to our current fixed rate. 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 that check in the mail within 10-15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted] [redacted] [redacted]%3

replied to cust. directly:Dear [redacted] This email is in response to the complaint you filed with the Revdex.com. I have stopped the enrollment of your account and put your phone number on our DNC list. Please take a moment to go online to our website, where you can look at our...

offerings at your own pace. You may find that Verde is a good idea for you. Enroll with us online, or you can call our ###-###-#### customer service center and enroll with them. Our 100% renewable energy price is fixed for 12 months at .0799/kwh (7.99 cents/kwh).If you have any additional questions/concerns, please don't hesitate to reply to this email.   Karen M[redacted]Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

We will process the check as we indicated.