Verde Energy USA Inc.

We sent the customer the following email today
Ms. [redacted],
We received your inquiry.  Your enrollment with Verde has been cancelled.  We will also place the phone number, ###-###-####, on our internal DNC list so it will not be called in the future.
Even
though your...

enrollment has been cancelled we redeemed your $75 cash
bonus and you will receive a check for this amount in approximately 2
weeks.  We apologize for any inconvenience.
Regards,
[redacted]
Verde Energy USA

Ms. Janiszewski was enrolled under a monthly variable rate offer which can change with market conditions.  Her initial rate with Verde Energy in March 2013 was $0.0854/KWH which was lower than with her prior supplier Rescom.
As a goodwill gesture, we are issuing a billing refund...

check totaling $61.84 which represents the difference between the rate charged on her last two bills with Verde versus the $0.0999/KWH she could have received if she switched to our 6 month fixed rate offer which is posted on our web site.  She will receive the check within 2 weeks.
This should resolve this inquiry

Complaint: 10094305
I am rejecting this response because:
Sincerely,
[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,
Darlynn Johnson

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 directly to customer: Dear [redacted]This email is in response to the complaint you filed with the Revdex.com. I have looked up your electric account and see that it was enrolled with Verde Energy for a 12-month fixed rate of .1649/kwh. Your gas account was enrolled with Verde...

Energy for a 6-month fixed rate of .6840/therm. You agreed to those rates and were billed at those rates. The savings claim includes the rebates that we offered for those accounts. I have issued you the $75 electric rebate check and the $25 gas rebate check.I have adjusted your rates to our current fixed offerings of .1499/kwh and .499/therm for any remaining billing cycles you are with Verde Energy. The cancel date that PSEG has supplied to us are 3/16/16 for the electric account and 4/15/16 for the gas account.We are processing two refund checks for your most recent bills: $25.53 for the difference in rate for the gas account and $5.69 for the difference in rate for the electric account. 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]

We sent the following email to the customer. 
Ms. Lundberg,
I reviewed your Revdex.com inquiry. 
You spoke with our customer support staff and they initiated a $160.99
billing adjustment check to lower you rate on your last two...

bills.  This
check will be issued next week.
Regards,
Tony Menchaca

We sent the customer the following email[redacted],I received a copy of your Revdex.com inquiry. 
You should have received two notices in December, one indicating that
your initial 3 month fixed rate would end in late January and the second
a quarterly notice that CT requires us to send to all...

customers
regardless of their status.If you have already enrolled
with a new supplier then your account should switch to your new provider
after your current cycle and you will then get that provider's rate. 
If this does not happen and you stay with Verde for your February
billing cycle we can refund you the difference between the rate you are
charged and the $0.098/KWH rate.  I hope this helps,[redacted]

We sent the customer the following email todayMs.[redacted],I received your recent inquiry. 
Even though you have cancelled your service with Verde Energy we will
send you a billing refund check for $164.39 which lowers the rate on
your last 2 bills to our fixed rate of $0.1199/KWH that we...

offer to new
customers and which any existing customer can switch to.  You will
receive your check within 2 weeks.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, I was verbally abused by your call center employees.  That is a fact that you've seemingly have chosen to ignore in your summary below.  In fact, I was hung up on repeatedly because I was requesting to cancel my service. I was told they could not process my cancellation until I spoke with "upper management".  Eventually I did get someone on the phone who did process my cancellation request - so upper management apparently was not necessary after all.  Furthermore, when I first called I requested to speak with a manager and was given another rep who portrayed themselves as a manager.  I later found out from their own supervisor that that person was not even a supervisor, let alone a manager.  It took about 2.5 hours last night for me to finally cancel my service.  In the meantime I was hung up on repeatedly, and the reps refused to identify themselves and I could hear their colleagues laughing in the background as the person speaking with me would tell me they didn't have to give me their operator numbers and that I should find something better to do.  I was even given a fake "employee ID number" by one rep which was admitted to me by the rep who eventually took my cancellation request.  If you consider this to be a version of me abusing your reps and not the other way around then your interpretation of abuse must equally as deviant as those whom I spoke with last night.
Second, as you've acknowledged below I signed up with Verde Energy on January 9th.  Yet the bill I received for service ending the 26th was still at the [redacted] rate.  The fact that you consider this to be acceptable is exactly why [redacted] gets away with it.  Furthermore, as you've acknowledged below I then requested a rate adjustment on February 21st to .1149.  Yet the bill I received for service ending 2/26 and 3/25 again both were still at the higher rate of .1299.  The fact that you consider this to be acceptable is obviously because your company profits off the difference.  Both cases are extremely unethical and borderline criminal.  You can say you don't have control over the date that [redacted] starts a new rate but when you're not doing anything to change it or to resolve the problem then you are complicit in it.  You've placed the statement "Verde Energy is not required to issue refunds for the difference in fixed rates." in bold letters because you feel that is justification for your unethical behavior.  However we both know the difference between "requirements" and "expectations".  If you expect your customers to be happy then you should be honest and fair with them and treat them with respect.  By pocketing the difference in the rates paid versus the fair market rate you know as well as I do that it is unfair and unethical.  And by standing by while [redacted] does the same thing is equally as unethical.  I expect Verde Energy to have enough moral responsibility to at least refund me the difference which you know is unfairly padding your bottom line at the expense of your customers.  I also expect Verde Energy to hold its call center reps accountable for their behavior.
Sincerely,
[redacted]

We sent the customer the following email today:
Mr. [redacted],
I received a copy of
your Revdex.com inquiry.  Your account started service with Verde Energy on
1/8/11 on a monthly variable rate offer.  Although the rate can...

change
at any time Verde did not increase the rate for over 2.5 years until
energy supply costs had significantly increased.
Your
account is leaving service with Verde at the end of the current billing
cycle on 10/6/14.  Verde has no cancellation fees of any type.  Although
you have cancelled your service with Verde as a good will gesture we
will send you a billing adjustment check for $256.49 to lower the
effective rate on your two most recent bills to the [redacted] rate of
$0.1145/KWH.  You will receive this check in approximately 2 weeks.
Regards,
T[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,
[redacted]

The customer enrolled under a variable rate offer which can increase or decrease based on market conditions.  The initial rate of $0.0659/KWH held steady from the start of service for this account on 9/13/12 thru January 2014 when it increased because of increases in Verde's energy supply...

costs.  The account was dropped per the customer's request effective at the end of the last billing period on 2/17/14.  As a goodwill gesture we will issue the customer a billing refund check of $16.21 which represents the difference in their last bill versus a $0.0659/KWH rate for their last bill (1,762 KWH of usage)

We sent the customer the following email
[redacted],
We received a copy of
your
inquiry.  Your account was originally enrolled in a 6-month fixed rate
off of
$0.0869/KWH.  We mailed you a notice on 6/10/14 indicating that it will
move to a...

variable rate.  We see that you have already cancelled your
service with Verde.  As a courtesy we will send you a billing adjustment
check for $90.54 which lowers the effective rate on your January bill
to $0.1149/KWH
Verde Energy Customer Support

Complaint: 10037062
I am rejecting this response because: it is about the principle involved here. This company promised  a lesser rate than [redacted] and they did the opposite.  Seems that this is a case of BUYERS BEWARE.....Thanks you for your help....
I am relieved to be back with the original provider .
Sincerely,
Kamla Ramkissoon

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,

Complaint: [redacted]
Karen, Yes I have spoken to Stephanie and she sent me past billings that Verde considers due. There were several that had already been paid by me through [redacted] that I disputed. I have not heard back from Verde regarding these discrepancies other than "we will work with you". So yes, I have agreed to pay what I owe, but I do not agree with you on what I owe. 
Sincerely,
[redacted]

The following email was sent to the customer
Ms. Ramkissoon,
I reviewed your Revdex.com
inquiry.  Your refund check for $68.69 was mailed on 5/1 so you should
receive it in the next few days.  Your rate was also lowered to a...

6
month fixed rate of $0.1129/KWH as per your prior discussion with our
customer support staff.
You should be all set.
Regards,
Tony Menchaca

We sent the customer the following email todayMr. [redacted],I was traveling last week and
just received your voice mail.  I put your $75 rebate in and you should
receive a check within two weeks.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 for billings to date. 
Sincerely, [redacted]