We will issue the $refund Four $utility rebates are part of the offer and are described that way in sales materials Input from this inquiry will be reviewed with the marketer.A follow up email will be sent to the customer
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
[redacted] and I spoke yesterday on the phone and I explained that the $was refunded via check, as credit card would not allow us to refund via credit on cardThe rest of the refunds can be found on her credit card statementShe understands now [redacted] Customer Support | Verde Energy USA [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 serviceI 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 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 nightSecond, 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 Yet the bill I received for service ending 2/and 3/again both were still at the higher rate of 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 following email:Mr [redacted] ,We received a copy of your recent inquiry The municipality of [redacted] selected Verde Energy to serve as the energy supply provider for residents beginning in November of All residents received a mailing from the town notifying them of this and indicating that they could opt out at any time For reference we are providing electric supply at $0.0964/KWH which is below what you would pay with ***If you would like to switch back to ***'s higher rate you can contact them directly.Regards,Verde Energy
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 via email directly to customer on 4/16/15: Dear [redacted] , 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 [redacted] Customer Support | Verde Energy USA [redacted] ***
Replied directly to customer via emall dated 5-12-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 eligibilityVerde 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 VerdeTherefore, if any changes from paper bills to e-mail occurred it would most definitely have to be a change made by [redacted] ** Your Verde $ rebate has been processed and you will receive a check in the mail within 7-business daysWe thank you for choosing Verde Energy as your supplierBest, [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] , I reviewed your recent inquiry and contact with our customer support group You were enrolled in a variable rate offer and the rate did not increase for over two years The recent increases reflect significant market increases for energy supply You are being issued a $billing adjustment check and will receive a lower rate of $0.1199/KWH for your final bill with Verde in September You should receive your check within weeks Regards, [redacted] Verde Energy USA
emailed customer 2/4/15:Dear [redacted] This email is in response to the complaint you filed with the Revdex.comWhen you enrolled with Verde Energy USA, you enrolled into a 12-MONTH FIXED rate of $0.0749/kwhI have attached a copy of the verification recording to this email, for your referenceWe also mailed you a welcome kit at that time, which included a Terms of Service which explained your rate and the period it was fixed.On 8/12/14, we mailed you a letter reminding you that your 12-month fixed rate of $0.0749/kwh was about to expire on 9/18/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 rate (as stated in the verification recording as well)As you know, Verde Energy has no contract and there are no cancellation fees.As a one time courtesy, I have issued you a $refund check for the difference in rate from the variable you paid on your most recent two bills, to our current fixed rateI have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should receive these checks in the mail within 10-business days.I have put in a cancellation request to your utility to have them cancel your enrollment with Verde Energy USAIt is up to National Grid to choose the actual drop date[redacted] ***Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: Mr***, I received a copy of your Revdex.com inquiry Your account started service with Verde Energy on 1/8/on a monthly variable rate offer Although the rate can change at any time Verde did not increase the rate for over 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/ 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 $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 weeks Regards, T [redacted] Verde Energy USA
We will issue the $refund Four $utility rebates are part of the offer and are described that way in sales materials Input from this inquiry will be reviewed with the marketer.A follow up email will be sent to the customer
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
[redacted] and I spoke yesterday on the phone and I explained that the $was refunded via check, as credit card would not allow us to refund via credit on cardThe rest of the refunds can be found on her credit card statementShe understands now [redacted] Customer Support | Verde Energy USA [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 serviceI 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 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 nightSecond, 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 Yet the bill I received for service ending 2/and 3/again both were still at the higher rate of 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 following email:Mr [redacted] ,We received a copy of your recent inquiry The municipality of [redacted] selected Verde Energy to serve as the energy supply provider for residents beginning in November of All residents received a mailing from the town notifying them of this and indicating that they could opt out at any time For reference we are providing electric supply at $0.0964/KWH which is below what you would pay with ***If you would like to switch back to ***'s higher rate you can contact them directly.Regards,Verde Energy
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 via email directly to customer on 4/16/15: Dear [redacted] , 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 [redacted] Customer Support | Verde Energy USA [redacted] ***
Replied directly to customer via emall dated 5-12-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 eligibilityVerde 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 VerdeTherefore, if any changes from paper bills to e-mail occurred it would most definitely have to be a change made by [redacted] ** Your Verde $ rebate has been processed and you will receive a check in the mail within 7-business daysWe thank you for choosing Verde Energy as your supplierBest, [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] , I reviewed your recent inquiry and contact with our customer support group You were enrolled in a variable rate offer and the rate did not increase for over two years The recent increases reflect significant market increases for energy supply You are being issued a $billing adjustment check and will receive a lower rate of $0.1199/KWH for your final bill with Verde in September You should receive your check within weeks Regards, [redacted] Verde Energy USA
emailed customer 2/4/15:Dear [redacted] This email is in response to the complaint you filed with the Revdex.comWhen you enrolled with Verde Energy USA, you enrolled into a 12-MONTH FIXED rate of $0.0749/kwhI have attached a copy of the verification recording to this email, for your referenceWe also mailed you a welcome kit at that time, which included a Terms of Service which explained your rate and the period it was fixed.On 8/12/14, we mailed you a letter reminding you that your 12-month fixed rate of $0.0749/kwh was about to expire on 9/18/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 rate (as stated in the verification recording as well)As you know, Verde Energy has no contract and there are no cancellation fees.As a one time courtesy, I have issued you a $refund check for the difference in rate from the variable you paid on your most recent two bills, to our current fixed rateI have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should receive these checks in the mail within 10-business days.I have put in a cancellation request to your utility to have them cancel your enrollment with Verde Energy USAIt is up to National Grid to choose the actual drop date[redacted] ***Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: Mr***, I received a copy of your Revdex.com inquiry Your account started service with Verde Energy on 1/8/on a monthly variable rate offer Although the rate can change at any time Verde did not increase the rate for over 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/ 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 $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 weeks Regards, T [redacted] Verde Energy USA