Verde Energy USA Inc.

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]

Sent email directly to potential customer: Dear [redacted]This email is in response to the complaint you filed with the Revdex.com and to follow up with the conversation we had on Tuesday, March 14, 2017. [redacted] was most recently contacted in 2017, at [redacted]1, after she...

clicked “Yes” on a banner advertisement that gave Verde’s marketing partner permission to contact her to provide more information about our services on 3/12/17. I have attached a copy of the advertisement for your review.  In 2017 after receiving her permission, in compliance with the Telephone Consumer Protection Act, an agent called [redacted] Verde placed no more than five calls to [redacted]'s telephone number in March of 2017. On the only occasion that a Verde sales agent and [redacted] spoke was when [redacted] requested that her telephone number be added to our internal DNC. Verde promptly honored this request and the number has not been contacted since for marketing purposes. Separately, your phone number of [redacted]1 was contacted in 2015, also after you clicked “Yes” on a banner advertisement that gave Verde’s marketing partner permission to contact you to provide more information about our services on 9/14/15. In 2015 after receiving your permission, in compliance with the Telephone Consumer Protection Act, an agent called you. Verde placed two calls to your telephone number. On the only occasion that a Verde sales agent did actually speak to you, where you requested that your telephone number be added to our internal DNC. Verde promptly honored this request and the number has not been contacted since for marketing purposes. Verde does not have a record of contacting the home telephone number, [redacted]6.As all contacts have been duly authorized Verde is unable to provide any resolution beyond placing the telephone numbers, [redacted]1, [redacted]6, and [redacted]1, on our internal Do Not Call list ("DNC"). This request was expedited and the numbers were added to the DNC as soon as the request was made.Karen McVay Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851Tell us why here...

We sent the customer the following email:[redacted],We received your inquiry.  We send
notices to NY customers in advance of the expiration of their fixed rate
period so that they can either contact us to select another fixed rate
plan or choose another supplier at no cost since Verde has no...


cancellation fees.  Unfortunately energy costs are at their peak from
Dec-Mar and that is why we had to raise rates.Regards,Verde Energy Customer Support

On 5/22/15, I spoke with customer on the phone at length. No refund due for electric, as he was paying a lower rate than our mass market fixed rate.Issued refund for difference in rate for gas for 2 billing cycles:4/2/2015-5/1/2015 and 3/3/2015-4/1/2015 Updated gas rate to .3999/therm for...

final gas bill.Refund Check Initiated for $69.05Both accounts are cancelled.[redacted]Customer Support | Verde Energy USA[redacted] [redacted] [redacted]

We sent the following email to the customer today
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

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,
Sheryl Hampton

Complaint: [redacted]
I am rejecting this response because:
 
I guess I have to accept Verde's response, but I do not like the answer they gave me.  I still want other consumers to know that the promise they make when you call their customer service is not true.  They do not offer lower energy costs.  That per kilowatt rate they offered to me, was still higher than [redacted].  I have no choice but to accept the fact that they will not refund to me any further monies.  I have researched other third party energy suppliers and their rates are all higher than [redacted].  I don't know how they get away with scamming the public.  All I can do now is to alert everyone I know that third party energy suppliers do not offer lower rates than [redacted]. 
 
 
Sincerely,
[redacted]

We sent the customer the following email today:
[redacted]
I saw the inquiry for your
other family account.  This account has also been dropped and will leave
service with Verde at the end of the current billing cycle on 9/23/14. 
We will also provide a courtesy billing...

adjustment check of $34.05 on
this account.
Regards,
[redacted]
Verde Energy

emailed reply 3/18/15
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; widows: 1; 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. Thank you for your patience in waiting for my reply. We have adjusted your account to the current fixed rate of .1049/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. You should see this new rate after your .1149/kwh rate expires.
We are sending you a refund check for the difference in rate from the variable you were charged, to the fixed rate at that time. You should get your $41.48 check in the mail any day now, as it was sent directly from the bank on 3/11/15. I apologize for any inconvenience.
Thank you for being a Verde customer!
[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.

Ms. [redacted]:   Thank you for your prompt reply to my complaint to the **. Revdex.com (ID [redacted]).Upon the receipt of the check for $3.95 and the credit of $19.95 applied to my credit card this matter will be considered to be resolved. Regards, [redacted]
Sincerely,
[redacted]

We sent the customer the following email today:
[redacted]
I received a copy
of your inquiry.  You were enrolled in a variable rate offer which held
steady or had a lower rate for almost three years from October 2010...

thru
August 2013.  The rate then began to change because of significant
increases in energy supply costs.
I saw that your account was cancelled per your request and
will leave Verde service at the end of the current billing cycle.  As a
good will gesture we are issuing you a billing refund check for $455.95
to cover the last two billing periods and are putting you on a rate of
$0.1099/KWH for your last billing period so in total you will receive
rate adjustments well in excess of $500.  You will receive your refund
check in approximately two weeks.
Regards,
[redacted]
Verde Energy USA

Complaint: [redacted]
I am rejecting this response because:
I did not receive the notice and I have had 2 months or 3,000 kWh of exorbitant charges against my account and have yet to revive my final bills.  If my final bills are locked in to the lower rate then I will accept the resolution suggested. 
Sincerely,
[redacted]

Complaint: 9915010
I am questioning this response because:
While I appreciate that the company...

has promised to return $175 to me, and will accept this money when I receive it, in just my last bill alone, my increased fees were $210 over my local utility company, resulting in a loss of $35 in the past month, even with the return of $175.
Despite the verbal contract when the company assured me their fees would not be greater than my local utility company, they have been greater since at least July 2013, resulting in over 6 months of fees over those charged by my local utility company.  In addition, while I wish to return to my local utility company immediately, I am not able to return until March 1st, resulting in additional costs to me over my local utility company. 
I have also become aware that this company has a contract through August 2014 with the city of Evanston, IL, where they are providing utilities at less than 1/2 the cost they are charging me.
Please do assure they return the $175 as promised, and thank you for your consideration of my response enclosed
Sincerely,
Alexa Asher

We sent the customer the following email today[redacted],
I
reviewed your Revdex.com inquiry and recent...

call into our customer support
group.  Your wife enrolled with [redacted] over the phone on 1/18/13 at
3:24PM.  Your account was on a variable rate offer and the rate
increased due to significant increases in energy supply costs, not all
of which were passed on to Verde customers.Your account will leave service
with Verde at the end of the current billing cycle on 7/14/14.  Based on
your call to our customer support staff we are sending you a $50 cash
bonus rebate check and a $72.84 billing adjustment check which lowers
the rate on your most recent bill to $0.0849/KWH and this lower rate
will be used for your final bill in July ( letter from our customer
support staff is in the mail to confirm this).  You should receive these
two checks in approximately 2 weeks.
Regards,
[redacted]

Replied directly to customer via emall dated 5-12-15
Dear [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]

Called customer directly and spoke at length to his satisfaction.Added both his landline and cell phone numbers to DNC list.Sending $50 rebate check to cover cost of early cancel fee with Constellation.Cancelled Verde enrollment.Customer accepted all of the above as an acceptable solution to his...

complaint.

We sent the customer the following email today
Mr. Rudowski,
I reviewed your
inquiry and your call to our customer service group on March 14.  Your
account was assigned to Verde by [redacted] Energy in 2013.  Every...

[redacted]
customer received a notification of this assignment via first class mail
on 2/5/13.  I have attached a copy of this mailing for reference.
Verde lowered your variable rate upon assignment to
$0.1124/KWH.  The rate stayed at that level until Q4 2013 when it began
to increase because of significant increases in energy supply costs, not
all of which were passed on to customers by Verde.  You called our
customer service group to cancel your service with Verde on Friday
3/14/14 and we submitted your cancel to ACE 3 business days later on
Wednesday 3/19.
Even though your account is no longer active with Verde we
will send you a billing adjustment check of $165.99 which lowers the
effective rate on your 4/21/14 bill back to the $0.1124/KWH rate.  You
should receive your check in approximately 2 weeks. 
Regards,
Tony Menchaca
Verde Energy

I have left several voice mails asking customer to call me directly, but she is not returning my calls. Customer originally became active with Verde 11/19/15. Service end date of  that original account was 9/21/16.Our telemarketing group called customer on 9/14/16 and customer re-enrolled account with the 7.49/kwh rate agreement. Third Party Verification recording attached. At time of 2nd enrollment, we offered a $100 cash back bonus rebate, which I have processed. Customer should receive two $50 checks within 15 business days.Final day with Verde Energy will be 9/20/2017 (date provided by utility: [redacted])I have also added customer's phone number to Do Not Call list.

We've responded [redacted] today, please see below:[redacted]
 
I received a copy of your inquiry.
 
You were enrolled in our ESS service on January 6th
of this year.  You were charged the trial fee of $3.95 (on 1/6) and our
monthly fee of $19.95 on February...

5th.  Your account has been cancelled,
and $19.95 has been refunded back to you via check.  Please allow 7-10
business days to receive check via first class mail.  We had some
difficulty finding your account because the name on the account is [redacted], apologies for any inconvenience caused.
 
Regards,

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,
Howard Taylor Jr.