Verde Energy USA Inc.

responded directly to customer via email:
Dear *** * ***,
51); width: auto; margin: 0px; padding: 0px border: 0px;">This email is in response to the complaint you filed with the Revdex.com. The $is a rebate, and you should have been told that you needed to mail in a rebate formI have processed your rebate and you will be getting your check in 10-business daysI'm so sorry the rebate program wasn't made clear to youI see that your Verde account is indeed cancelled, and I have added your phone number to our do not call listIf you have any questions, please let me knowKaren M***
Customer Support | Verde Energy USA
Merritt | Second Floor | Norwalk, CT

We sent the customer the following email today:
Mr***
I reviewed your recent inquiry
As
you discussed with our customer support staff your enrollment with
Verde was dropped as of the end of the
billing cycle on 5/23/14. We
also sent you a billing adjustment check for $which you have
cashed. I also want to note that your variable rate did not change from
September to October and you saved money versus the ***
rate during this entire period
Although I think we have provided an equitable adjustment,
since you are still not satisfied I am willing to send you another check
for $to resolve this inquiry. Let me know if this is acceptable,
this is the best we can do
Regards,
*** ***

Responded directly to customer via e-mail 4-16-15Dear *** * ***This e-mail is in reply to the complaint you filed with the Revdex.comIn early October our web rate was $0.1099/kwh fixed for monthsWe have never offered ** customers a 2-year fixed rateWe do automatically send a welcome letter
with terms of service as well as a copy of the rebate form to each new enrollmentI see from your account, that you did mail in your rebate form to get your $rebateI also see that we issued a check in that amount on 12/31/I also see that the check was never cashedI'm not sure why that is, but perhaps we do not have a correct mailing address?*** *** ** *** *** ** ***I'm happy to re-issue the check if you did not receive it.I am sorry we could not lower your rate back down to our fixed rate, once your account is put into cancellation, your utility will not allow us to make any further adjustments to your rateI have calculated a refund for the difference in rate from your 2/24/2015-3/24/billYou should receive that $check within business daysWe will send you a refund to reflect the difference from our lowest rate available from your final bill once we receive your usage information from your utilityPlease reply to this email when you get your final bill with Verde Energy and we will issue you a refund check at that time as well.*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

responded via email directly to customer on 4/16/15:Dear *** ***, This email is in response to the complaint you filed with the Revdex.comVerde Energy looks at each budget billing account every February, if the customer is using more than their calculated average, we increase their
budgetWe updated your budget from $68/month to $83/month in February of Your balance was not calculated from the very beginning of your start with Verde, but our customer service representative provided you with the information for the life of your account with us, for your information. When we re-assessed your budget amount in February of 2014, it was taking into consideration the amount that you underpaid in 2013, and recalculated using the variable rate that we offered at that timeAs you may remember, the winter of was extremely cold and the cost of electricity rose drastically during that timeYour budget did not cover the extreme increases in variable rate electricity costs. As a courtesy, we have calculated a $refund which is for the difference in rate from your three highest bills(.1878/kwh rate, down to rate.) I have also processed the $rebate that was available for you to take advantage of during the first months of your being a Verde customerYou should receive both of those checks in the mail within business days.*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

The notices were mailed via first class mail. We think the $checks that we sent was an equitable resolution and has already been cashed. We do not think any further payment is necessary

replied via email 3/20/15:
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; widows: 1; background- -webkit-text-stroke-width: 0px;">Dear *** ***,
This email is in response to your email and to the complaint you filed with the Revdex.comWhen you enrolled with Verde Energy USA, you enrolled into a 3-MONTH FIXED rateOn 1/15/15, your fixed rate expired, per your terms of service, and your account was automatically switched to a VARIABLE rateThe state of ** requires that we mail you a reminder letter, letting you know that your 3-month fixed rate of $0.0699/kwh was about to expire and that if you wanted to continue with another FIXED rate, you would need to call usOtherwise, your rate would automatically switch to our variable rateAs a one time courtesy, I have issued you a $refund check for the difference in rate from the variable you paid, to our current fixed rate of $0.0899/kwhYou should receive this check in the mail within 10-business days.
I have also adjusted your account to our fixed rate of $0.0899/kwhThat rate is FIXED for months and is for 100% green energy, such as solar, wind, hydro, biomass, landfill gas and other renewable power sourcesI am having a new Terms of Service mailed to youWe still have no contract to sign and no cancellation feesOnce again, we will send you a reminder letter before this new rate expiresPlease be sure to respond to the letter to avoid switching back to the variable rate*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

Sent email reply directly to customer 2/25/16:
Dear Amy D***
Thank you for your email replyIn looking at your account again, I see only a few additional things I am able to do for youI have processed $in rebates that were available for you to take advantage of during your stay with VerdeThat will be in the form of one $check and two $checksI have gone much beyond our standard operating procedure of issuing you a single month refundI have already issued you a refund for your highest bills, and I am issuing one additional refund for the billing for 2/11/15-3/11/That additional check for $will also be mailed to you. You should receive all of these checks within business daysAs you know, there is no cancel fee to leave Verde Energy and our rate is clearly printed on every *** bill you received. Verde Energy is sending you a total amount of $and feels we have provided an equitable solution to this matter and considers this case resolvedKaren M***
Customer Support |Verde Energy USA
*** *** * * *** *** * *** ** ***

Sent email directly to customer:
background-">Dear *** ***
This email is in response to the complaint you filed with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuated. At the time of your enrollment, Verde Energy provided customers with regular “brown” energyIn December of 2013, we mailed out a letter to all our NJ customers stating that we were no longer going to be offering regular “brown” energy, but were switching all of our customers to our “green energy” productWithin that mailing, we provided you with a new Terms of Service, which explained our new variable rate policies which did not include always being lower than your utility(I have attached a copy of that letter which was mailed to you.)
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 will be returned to your utility on 3/11/We have lowered your rate to our fixed offer of $for any remaining billing cycles with usWe are processing a $refund for the difference in rate from your three highest bills while you were with Verde EnergyVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive that check in the mail within 10-business daysKaren M***
Customer Support |Verde Energy USA
*** *** * * *** *** * *** ** ***

Emailed customer directly:Dear *** ***,This e-mail is in reply to the complaint you filed with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuatedI have attached a copy of the welcome kit you
received at the time of your enrollment (5/3/2011)Verde Energy does not promise to ever match or be less than PSEG rates.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 will be returned to your utility on 9/21/We have lowered your rate to our fixed offer of $0.1349/kwh for any remaining billing cycles with us. We are processing a $87.73 refund for the difference in rate from your three highest billsVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive that check in the mail within 10-business days.Karen M***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

We sent the following email to the customer today*** ***
I
reviewed your recent inquiry
Your
account was on a variable rate offer since August and your rate
did not increase for over years. The rate
began to increase due to significant increases in energy supply costs,
not all of which
were passed on to Verde customers. Although your account leaves Verde
service at the end of the current billing cycle on 7/1/14, we will issue
you a billing adjustment check for
$to lower the effective rate for your 4/30/bill which had
relatively high usage. You should receive this check in approximately
weeks
Regards,
*** ***
Verde Energy USA

We sent the customer the following email today:
We received your inquiry. Your enrollment with Verde has
been cancelled per your request. Even though you have cancelled, as a
good will gesture we will issue you a billing adjustment check for
$to lower the effective rate on
your 7/20/bill which had the
highest level of KWH usage. You should receive this check in
approximately weeks
Regards,
*** ***
Verde Energy

We sent the customer the following email today:
We received your inquiry. Your enrollment with Verde has
been cancelled per your request. Even though you have cancelled, as a
good will gesture we will issue you a billing adjustment check for
$to lower the
effective rate on your 7/20/bill which had the
highest level of KWH usage. You should receive this check in
approximately weeks
Regards,
*** ***
Verde Energy

responded via email on April 14, 2015:
break-word background-">Dear *** ***,
This email is in response to the complaint you filed with the Revdex.comAs requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.
Call Time: 5/22/3:33:PM.
On 12/21/2014, your 6-month fixed rate of $0.0999/kwh expiredOur fixed rate programs are fixed for a certain period of time as explained in your Terms of ServiceAs a one time courtesy, I have issued you a refund for the difference in rate from the variable you paid, to our fixed rate at that timeYou should receive this $44.82 check in the mail within 10-business daysI do see that your $rebate has already been processed and cashed in MarchWe have also adjusted your account to our fixed rate of $0.1149/kwh for any remaining billing cyclesWe have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceWe are contacting you today to confirm that your service was returned to your utility on 3/23/If you have any questions, please don't hesitate to reply to this email*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

We sent the customer the following email today
*** ***,
I reviewed your recent inquiry and your call to our customer support staff
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 billing adjustment check for $
was issued last week and the rate was lowered to $0.1039/KWH for your
last cycle with Verde which ends on 6/13/
Regards,
*** ***

Responded via email on 3/6/15:Dear ***, Thank you for contacting us and I apologize for any confusionAccording to our records you enrolled in a month fixed rate that ended after your November meter reading. Currently the state of *** does not require suppliers to contact
customers when a fixed rate expires According to our records your account dropped service last month and you have redeemed your rebate.Best regards,*** ***
*** ***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

Complaint: ***
I am rejecting this response because I contacted the correct companyMy bill says Verde Energy and I called the number
on the bill and the woman referred to me as ***So, I have the right companyIs says *** Electricity but the energy supplier is Verde Energy that is charging me the $So, look into y'all account and you will see itYour supplier account #***
Sincerely,
*** ***

contacted customer directly: Dear *** *** This email is in response to the complaint you filed with the Revdex.comI 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/kwhYou received that rate for billing
cycles, after which your account dropped Verde Energy USAI see you then contacted Verde to ask to be re-enrolled at the .1099/kwh fixed rateVerde Energy put in the enrollment request to ConEd, however the request was rejected by the utilityWe 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 rate you were promisedI have processed a check for $for the 1-1/months you were charged the higher rateYour 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-business days.If you have any questions, please don't hesitate to reply to this email. Karen M*** Customer Support | Verde Energy USAMerritt | Second Floor | Norwalk, CT

replied via email 2/19/15:
0px; letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; -ms-word-break: normal; -ms-word-wrap: break-word; background- -webkit-text-stroke-width: 0px;">Dear *** ***,
This email is in response to your call to our customer service center and your complaint filed with the Revdex.comI have looked up the history of your account and have found the following: When you enrolled with Verde Energy USA, you enrolled in at a VARIABLE rateYou called to switch to a 6-MONTH FIXED rate on March 22, At that time, you were switched to a 6-month fixed rate, as explained to you in your Terms of Service, that rate would be fixed for months, and then switch back to variable if we didn't hear from youAt that time, we issued you a $64.34 refund and an additional $rebateWe are processing a $refund for the difference in rate from your most recent billing cycleVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive that check in the mail within 10-business daysI have also put in a Verde cancellation request to your utilityWe have lowered your rate to our current fixed offer of $for any remaining billing cycles with usIf you have any questions/concerns please don’t hesitate to reply to this e-mail*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***
Read More Customer Complaints:
>
>>
$(function () {
$('.complaint-block a[data-toggle=collapse]').click(function () {
$(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text'));
});
$('.complaint-block .collapse').collapse({
toggle:
});
$.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) {
$(value).text($(value).attr('data-close-text'));
})
});

We have reviewed MrO'Boyle's account. The delay in his November to January bill was a processing issue not related to any rate changes. The account used 4,KWH during this three month period so we will issue a refund check for $to reflect the difference between the old rate of
$0.1049/KWH and the $0.1150/KWH rate charged during this period. He should receive the refund check within weeks

responded via email 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- -webkit-text-stroke-width: 0px;">Dear *** ***
This email is in response to the complaint you filed with the Revdex.comI have searched our database for incoming calls and have found only one call to our customer service center on March 3rd and that call was only to cancel your account.
I have looked up your account and see that your 3-month fixed rate expired on 12/25/At this time, Verde is not required to contact ** customers when their rate is about to expire. As a one-time courtesy, I have processed a $223.29 refund for the difference in rate to our fixed rate on your most recent billYou should get that check within business daysI am unable to adjust your rate to the fixed rate, as your Verde Energy Account was cancelled and the last day you were with Verde will be 3/26/15, so when you receive your final bill with Verde on it, please reply to this email and I will issue you the final refund for the difference from the variable rate your last bill will charge, to our fixed rate*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***