Verde Energy USA Inc.

Complaint: ***
I am rejecting this response because: The agent that spoke with me had told me my cost will be lower which to my understanding was a single charge of my electric and gas when the third party is addedThis was something I had done with conEdison when I lived in New YorkI was not told I was going to be charged separately by both *** and verde energyI do not care what rate I had agreed toThere's no way in Hell I would have agreed to be charged twice or three times for the same service I'm getting in a month when I'm not crazy? I got a combined charge of for my gas and electric for this month from *** while verde charged me for the same service? Who on earth will agree to such nonsense? I did not receive any rebate from verdeI was offered the rebate to send in to claim after the first bill from *** verde, which is this same bill I'm complaining about here.I do not care about the stupid checks offered hereI am going to rip them in pieces if I receive them in the mailI will want the person that sent this response to tell me if he will pay more for the very same service he's been getting at a lower rate without any changes to that service? I am not paying the current bill from verde or any subsequent ones from them before this fraudulent company is taken off my *** accountThe nerve of the responder to lie that I was paid rebates!!!! Crazy!!!
Sincerely,
*** ***

We have responded to customer complaint, please see below
Dear *** ***
We have received your Revdex.com
complaint, please see my comments
regarding your account:
Apologies for any inconvenience with cancelling your
account. I show that you enrolled in our ESS service on December 24th
and cancelled on March 6th. I see that you have called our
customer support staff to cancel and retrieve refunds for all months of
service. To date we have sent a correspondence (letter by mail) letting
you know you have been cancelled, and two refund checks in the amount of:
$& $(these are paper checks sent via mail). Please let me
know if I can assist further
Kind Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Robin Tieger

Complaint: ***
I am rejecting this response because: I actually want it on hold for a little longer The company's response was received via you inbox at approximately am At 10:am and again at 10:am I received back-to-back calls from them It is possible the auto dialer had not been updated yet So I would like to wait a few more days to see if I receive any more calls from them I had also received calls yesterday at 4:pm and 4:pm Hopefully these back-to-back calls were due to them updating everything
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The notification letters are based on NYS recommendations so we are somewhat limited in what can be said

Dear *** ***, This email is in response to the complaint you filed through the CT Revdex.com. Verde Energy apologizes for having called your number and causing you any unnecessary inconvenienceFor your reference, Verde utilizes a third party service provider to
comply with all Federal and state telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called again. I am the point person for contacting all of our telemarketing groups, and have personally asked that your number be added to their Do Not Contact lists as well as blacklisted from any additional calls that they make for any of our subsidiaries. Please accept my apologies for the inconvenience you have experienced and feel free to contact me if you have any additional questions/concerns, and I wish you a happy holiday season.Karen M*** Customer Support |Verde Energy USA*** *** * * *** *** * Norwalk, CT

***,I'm not sure if this is a current complaint/rejectionWe HAVE dealt with this customer and the last time I responded with what our billing rep told me:*** and I are working together and she will be paying all the past dueAll is resolved.Karen M***Customer Support | Verde Energy USA*** *** * * *** *** * *** ** ***

Complaint: ***
I am rejecting this response because:The way the letter is written is not transparent or clear at all to customersIt doesn't lay out the reason for the letter as plainly as the email you just sent meIt doesn't mention that I can call for another cheaper variable rate planIt seems as though you are counting on customer confusion to just accept the "renewal" and allow them to switch to the variable rate plan, which is double the fixed rateIn addition, the variable rate plan seems higher than most other optionsIt is for that reason I feel that it is very close to a deceptive "bait and switch" practice.
Sincerely,
*** ***

I was blatantly lied to by the representative I spoke withI specifically asked if Verde had provided my energy for the last year, as I knew I had done business with them at one point and didn't have my bill in front of me The representative said they had been my provider for the last year Wanting to double check, I quickly signed into my online account to view my bill while I had the representative on the phone Verde had not provided my energy for the last year, another company had If this company feels that lying to people to solicit customers is a good business practice, shame on them I don't do business with companies that have proven to be shady

Emailed customer on 2/25/15:
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 reply to the complaint you filed with the Revdex.comYou and I have been in contact several times and I have issued you several refund checksPlease understand that because NStar does all the billing, it is always a matter of getting your utility to make the rate adjustments in a timely mannerWe have sent rate change requests to NStar several times:
*** *** *** *** ***
*** *** *** *** ***
*** *** *** *** ***
These are actually copied from my database, and you can see we have asked them three times.
I have contacted NStar and they have assured me that your rate will be correct on your next billI have also copied the acceptance response from them:
Residential
*** ***
***
Electric
NSTARElectric - *** ***
02/21/02/20/02/21/02/23/$$02/20/Accepted
Verde Energy has refunded the difference in rate from each of your bills:
11/24/12:55:PM
Refund Check Initiated for $1/3/2:51:PM
Refund Check Initiated for $2/3/9:54:PM
Refund Check Initiated for $2/23/11:51:AM
Refund Check Initiated for $I understand your frustration and feel the same frustration, however, Verde Energy does not make a practice of holding customer's money for our own financial gainI have also added an additional months to your fixed rate of .1149/kwhYou should see the .1149/kwh rate on your next bill, and you will have that fixed rate for billing cycles. As you know, you are under no contract and there is no cancellation fee to leave Verde Energy*** ***
Customer Support | Verde Energy USA
*** *** * * *** *** * *** ** ***

We sent the customer the following email today
*** ***,
I received your inquiry and
also saw your call information from yesterday. We have put a $
refund check into our system to compensate you for the $0.0999/KWH
rate
not being live with the utility for your August bill. You should
receive this check within weeks. Your rate is all set going forward
Regards,
*** ***
Verde Energy USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Edith Hannigan

We sent the following email to the customer
MrPatel,
I reviewed your inquiry.
You were enrolled on a variable rate offer which increased because of
significant increases in energy supply costs
We
have
dropped your enrollment with Verde and you will leave service at the end
of the current billing cycle. We lowered your rate for this cycle to
$0.1379/KWH and are also sending you a billing adjustment check of
$for your April bill. You should receive this check in
approximately weeks
Regards,
Tony Menchaca

We sent the customer the following response:If you would like we can enroll your account in our current 4-month
fixed rate of $0.1149/KWH and send you a billing adjustment check for
$to lower your 12/16/bill to this rate

Our customer support staff spoke with the customer on March 3. We are issuing a billing refund of $which the customer appreciated

Complaint: ***
I am rejecting this response because: the switch from Verde Energy to *** *** was to be effective effective March when Verde was changing my account from a fixed to a variable rate Upon receip of a 2nd very high billl, t I called the phone number provided by Verde and identified by Verde as its customer service numberThe call was answered by a recording stating "thank you for calling Verde customer service...."; the CSR identified herself as "***" and stated she would have a check cut for $and sent to me within to days, but to alloei up to weeks to receive the check, She never stated she was not authorized to issue a refund; nor did she ever state she was not a Verde employeeIf I call a number provided by a company and identified as the correct number of said company; if the call is answered as indeed, belonging to the company and if the person with whom I speak identifies as a as a representative of the company and promises the customer something - whatever it is should be honored Verde's position that the CSR is not a CSR and did not have the authority to advise me the amount of refund I would receive is mootI called in good faith and the Verde CSR *** responded in good faithThe correct amount of $should be returned to me as promised
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
Sincerely, ***

I was just contacted by Verde Energy USA IncThe women who called stated she was going to help me file for a $rebate from ***If I would just give her my account information she would help Never did she say that I would be switching CompaniesWhen I pressed her for more information on how and why she was helping me get a rebate, she started to back pedal and said that it wasn't a rebate and that she didn't realize I already had a different supplyI said you never asked, you just wanted my account information to help me file for my rebateI was very glad I asked alot of questionI just hope she doesn't pull this with a older couple who just took her word that she was helping them get their $rebate

We sent the customer the following email:
***,
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 ratesRegards,
Verde Energy Customer Support