Verde Energy USA Inc.

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]

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]

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]

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]

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

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

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]

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]

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

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

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]

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

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

We will process the check as we indicated.

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

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
[redacted],
We received your email. 
The account you reference, [redacted], is under the name of [redacted].  It began service on 3/7/14 under a 6 month fixed rate of
$0.0869/KWH.  The...

rate was held fixed thru a 7th month and just recently
was increased but is not anywhere close to the 18 cents you noted (it
was 11.9 cents in the most recent month).
We notify
customers via [redacted] in advance of any fixed rate expiration
and offer customers the opportunity to then switch to our then current
fixed rate at no cost.  We can switch this account or any other account
you may have to our current fixed rate which is a 4 month fixed rate of
$0.1149/KWH.
Let us know how you want to proceed.
Regards,
[redacted]

Verde
Energy feels we have provided an equitable solution to this matter and
considers this case resolved.

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]