Verde Energy USA Inc.

This customer is a Verde Energy [redacted] customer. I have replied to him and also forwarded the complaint to our Verde Energy TX team:Dear [redacted],This email is in response to the complaint you filed with the Revdex.com. I work for Verde Energy in New England, and have forwarded...

your complaint to Verde Energy TEXAS. If you do not hear back from them within 2 business days, please feel free to contact them at:Live Customer Support: ###-###-####Agents are available Monday-Friday 7:30 AM to 8:00 PM CST and Saturday from 8:00 AM to 3:30 PM CST.Previously a TruSmart Customer? Call us at ###-###-####.Fax: ###-###-####Email: [redacted]Mail: [redacted]I'm sorry I am not able to assist you at this time. If you do not hear back from them, please let me know.Much thanks and best of luck to you with your Hurricane Harvey recovery.

We sent the customer the following email todayDear [redacted] Apologies
for any confusion regarding your account and recent charges.  I was
able to locate your account & I have successfully cancelled and
refunded your most recent transaction of $13.95.  Please let me know if I
...

can help further. Kind Regards, [redacted]Customer Support | Verde Energy USA[redacted]

Obviously, the kw rate charges fluctuated throughout our service period. Customer service cannot explain why we never got notices about that now or when we signed up for this service. Their own Terms of Conditions starts with #1. Price: Effective rate will not be higher than the comparable rate from your local utility.
What actually happens, If you don't call to lock in the fixed rate, you go immediately to an outrageous rate. No one ever informed us about having to call nor do they send notification by mail. My 86 year old mother went from .1049 to as high as .1877 per kw hour without any warning. I called Customer Service, not only can they not handle billing issues, they cannot transfer you to Billing or even give you a number to call. You have to wait for Billing to call you back when they get around to it. This is advertised as a "Low Cost Power" service, they even use that as their web site address. This is no more than a typical bait and switch scam

Replied via email on 2/24/15:
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] [redacted] [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]

Complaint: [redacted]
I am rejecting this response because: There is no sugar -coating the extortion game played here by Verde Energy. Your total bills added on my account since December 2015 up until my current bill is $338.93 as stated by Verde Energy, I got a refund/rebate of $131.22. This leaves me with a balance of $207.71, out of this, verde is suggesting an additional $129.12 should have been part of my [redacted] bills if they had not been added to my account. So I am assuming that's what I am owing [redacted] without them. I am still left with a balance of $78.59 from the $207.71 after taking out the extra bill that should have come from [redacted]. What happens to this outstanding $78.59 that should and never would have been on my bill if Verde had told me they were coming on my account to add extra charges monthly for the same service [redacted] was providing me for way less! Will you Karen M[redacted]y pay this kind of bill? Is this a fair and logical deal in any sensible way of looking at it????
Sincerely,
[redacted]

emailed reply 3/18/15Dear [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]

Complaint: [redacted]
I am rejecting this response because:
The terms and conditions stated in the document you sent me (which I  have never even seen before) reads the following.
 
1. Price:  Customer will receive electricity from Verde ** at a monthly variable generation rate.  Customer agrees and understands that the rate may fluctuate monthly with market conditions. Customer may compare price terms by looking at the rates posted on the website and on Customer's monthly bill. In addition, Customer shall pay and be responsible for all other amounts related to the purchase and delivery of electricity, including applicable taxes and charges.  Please see Verde web site www.lowcostpower.com for current rates and updates.  
When I go on the website listed the current rate for ** is about .11 per kwh (see attached). How can you get away with charging me .18 per kwh? This is not acceptable. I want to be refunded for all of the months you overcharged me. Not just the current month. The amount is about $700 that I am owed for your scam.
 
Sincerely,
[redacted]

We sent the customer the following email today
[redacted],
I received a copy of your inquiry and
redeemed your $75 cash back bonus rebate.  You should receive the check
in the mail next week.
Regards,
[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]

border: 0px;">contacted customer directly:
 
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 originally enrolled the account with Verde Energy for a 12-month fixed rate of $0.1349/kwh. You received that rate for 3 billing cycles, after which your account dropped Verde Energy USA. I see you then contacted Verde to ask to be re-enrolled at the .1099/kwh fixed rate. Verde Energy put in the enrollment request to ConEd, however the request was rejected by the utility. We understand this is no fault of yours, nor is it particularly Verde's fault, however we are issuing a refund for the difference in the rate you were charged to the .1099 rate you were promised. I have processed a check for $17.68 for the 1-1/2 months you were charged the higher rate. Your account with Verde Energy USA has been cancelled and the last day you were with Verde was 8/8/16.
You should receive this check 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
101 Merritt 7 | Second Floor | Norwalk, CT 06851

We sent the customer the following email today:
[redacted],
I reviewed your inquiry.
The
only account we show under your name is located at [redacted].  This account started service with...

Verde on 4/10/14
and will leave service on 6/10/14.  The rate is $0.0699/KWH which is
below the utility rate of $0.0765/KWH.
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]

We sent the following email today
[redacted],
We received a copy of your Revdex.com inquiry and also noted a call you placed on Tuesday to our customer service group.
You
enrolled in a 6 month fixed rate of $0.0869/KWH and started service
with Verde on...

4/24/14.  We actually held that fixed rate for 7 months
and sent you a notice in November that your fixed rate would be ending. 
If you would like, we can enroll you in our new 4-month fixed rate of
$0.1149/KWH and can also adjust your December and upcoming January bill
to this rate by sending you a billing adjustment check.  You can also
cancel and return to [redacted] whose rate is currently $0.1263/KWH.
Please let us know what you would like to do.
Verde Energy Customer Support

The following email was sent to the customer today
Ms. [redacted],
Your check was issued at the end of last week so you should receive it in the mail this week.  I apologize for the delay.
Regards,
[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]

We sent the customer the following email
Ms. [redacted],
We received a copy of your inquiry.
Your
account entered service with Verde on 9/19/13 in a 12 month fixed rate
of $0.1049/KWH for 100% renewable energy.  We mailed you a notice on...


8/19/14 indicating that the fixed rate would end in October and become a
variable rate.  We also allow any variable rate customer to switch to
our then current fixed rate offer for new customers at any point in
time.
I see that you have cancelled your account with
Verde.  As a courtesy we will send you a billing adjustment check for
$153.00 which lowers the effective rate for your most recent bill to
$0.1049/KWH.
Regards,
Verde Energy Customer Support

Responded by email on 2/13/15:
Dear [redacted]
This email is in response to your dispute filed with the Revdex.com. In the summer of 2012, all [redacted]) customers were switched to Verde Energy USA. This happened because [redacted] sold their customer list to Verde Energy and we began to provide you with electricity instead of [redacted]. You were notified by U.S. Mail in a letter from [redacted] explaining the change.
Your official service start date was 8/30/12, and any electricity you used after that date was purchased for you by Verde Energy USA. You will see us listed as your provider starting with your bill dated around 10/1/12.
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 1/30/2015.
We have already processed a refund check for $80.94. We also lowered your rate to the .1149 rate for your final bill with us. We are processing another refund for your 10/30/2014-12/1/2014 billing cycle: $67.49.
You should receive that check in the mail within 10-15 business days.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Complaint: [redacted]
I am rejecting this response because:even though I said that I was authorized I am not authorized to change anything on someone else's electric bill.  They should verify instead of believing people.   I want compensation for the 1200 dollars that they raised my bill. 
Sincerely,
[redacted]

We sent the customer the following email today
[redacted]
I reviewed your recent inquiry.
The
$447 charge on your July bill consisted of $230 for the reconciliation
of budget versus actual usage for the...

life of your account and $217
related to you actual July supply charges.  As a good will gesture we
will send you a billing adjustment check for $100 to offset
approximately 1/4 of this bill.  You should receive your check in
approximately 2 weeks.
Regards,
[redacted]
Verde Energy USA