responded via email 4/10/Dear Mr [redacted] , This email is in response to the complaint you filed with the Revdex.comOur records indicate you applied/signed up with Verde Energy USA on 01/09/via lowcostpower.com at the 4-month fixed rate of $.1299/kwhYour account was then approved on 1/13/and created on 1/13/with an assigned start date of 1/26/at that 4-month fixed rate I see your first bill with Verde Energy was billed at the correct rate of .1299: 2,949.00KH @ $(1/26/2015-2/22/2015) 02/25/01/26/02/22/$You requested a rate change on February 21, and Verde contacted [redacted] to have them adjust your rate to the current fixed rate of Rate changes are not immediate and are completely determined by when [redacted] reads your meterWe have heard back from [redacted] and they have accepted the rate change and have scheduled it to begin 3/25/We have no control over the date your utility starts a new rateYou will continue to see the fixed rate you enrolled with (.1299/kwh) until the new fixed rate of beginsOnce that rate begins, you will have it for the promised monthsVerde Energy is not required to issue refunds for the difference in fixed ratesI see that your account has been put in for cancellation and I have also been advised that Mr [redacted] has verbally abused our call center/customer service employees several timesWe await response from [redacted] for the service end date [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] I saw the inquiry for your other family account This account has also been dropped and will leave service with Verde at the end of the current billing cycle on 9/23/ We will also provide a courtesy billing adjustment check of $on this account Regards, [redacted] Verde Energy
We sent the customer the following email today [redacted] ***, I reviewed your recent inquiry [redacted] enrolled this account with Verde on 1/29/at 10:PM She provided an email of [redacted] and enrolled from [redacted] which is a [redacted] ** ISP 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 Even though your account left service with Verde on 5/14/we will issue you a billing adjustment check for $which lowers the rate on your April bill to $0.0869/KWH which was also the rate we used to lower your actual May bill You should receive your check in approximately weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email today: Ms***, I reviewed your inquiry You were enrolled in a variable rate offer and the rate did not increase for over two years until energy supply costs spiked Your service was dropped as of 10/6/Even though the account dropped we will send you a $check for your unredeemed cash bonus and a $billing adjustment check for your last bill You should receive both checks within weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email todayMr [redacted] ,We received a copy of your recent inquiry I apologize for you not being able to reach a customer service rep We have placed a cancellation on your enrollment with Verde Energy.Regards,Verde Energy Customer Support
Dear [redacted] ***This email is in response to the rejection of our response to the Revdex.comVerde Energy is unable to provide you with free electricity, the best we can do is to issue you refunds/rebates to make the cost of your stay with Verde Energy equal to the cost if you just stayed with ***The DELIVERY costs from [redacted] would always have been there, so that is not eligible to be included into your request for refundsPlease see my notes IN RED below:ELECTRIC: [redacted] drop: 3/16/16Total billing cycles:321.00KH @ $(12/16/2015-1/15/2016) $52.93379.00KH @ $(1/16/2016-2/16/2016) $62.50360.00KH @ $(2/17/2016-3/16/2016) $53.96Total of $in Verde charges [redacted] price to compare: .1213/kwh Total charges would have been $if you were with just ***Difference of $40.81Sent $rebate: This check was sent, please cash this check before June.Sent $refund: You are stating you never received this check, is that still true?GAS: [redacted] drop: 4/15/16Total billing cycles:138.01TD @ $(1/16/2016-2/16/2016) $94.4083.23TD @ $(2/17/2016-3/16/2016) $41.5367.36TD @ $(3/17/2016-4/15/2016) $33.61Total of $in Verde charges[redacted] price to compare: .151/therm & .401/therm Total charges would have been $if you were with just ***Difference of $88.31Sent $rebate: I see this check has been cashed.Sent $refund: This check was sent, please cash this check before June.Final tally:Total Gas & Electric charges from Verde: $338.93Total Gas & Electric charges if only using ***: $209.81Difference between what Verde charged and what the charges would have been if you were just with ***: $129.12Total Rebates/Refunds: $131.22Please cash the checks that you have received from Verde EnergyLet me know which of the checks you have never received and I will have them reissued.Karen M***Customer Support |Verde Energy USA [redacted] ***
responded directly to customer via email:Dear [redacted] ***,This email is in response to the complaint you filed with the Revdex.comThe $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 know.Karen M***Customer Support | Verde Energy USAMerritt | Second Floor | Norwalk, CT
We sent the customer the following email today Mr [redacted] I received your inquiry and also saw your contact with our customer support group In February you received via [redacted] *** a letter which indicated that your account was being assigned by [redacted] Energy to Verde Energy and that Verde was lowering the rate previously charged to you by [redacted] A copy of this letter and the related terms of service are attached for your records Your account was canceled per your request (tracking number is below) and will leave service with Verde on 12/16/ Even though you cancelled, as a good will gesture we will send you a billing adjustment check for $which effectively lowers your rate to $0.1149/KWH for your last bill cycles You should receive this check in approximately weeks We will also use this rate for your December bill Regards, [redacted] Verde Energy USA [redacted]
Replied directly to customer via email dated 4/28/ Dear [redacted] , This email is in response to your call to our customer service departmentAs requested, I am emailing you a voice recording of your enrollment with Verde Energy USA where it clearly states the terms of your service (price/kwh and fixed rate length) Call Time: 8/12/10:34:AMWe have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service was returned to your utility on 4/20/If you have any questions, please don't hesitate to reply to this emailAs a one-time courtesy, I am sending you a refund check for the difference in rate from the variable you were charged on your most recent bill, to the fixed rate of You should get your $check in the mail within business days [redacted] Customer Support | Verde Energy USA [redacted] ***
Spoke to customer at length on the phone and also emailed this Dear [redacted] ***, This email is in reply to the complaint you filed with the Revdex.comPer our phone conversation from earlier today, in March of 2013, all [redacted] customers were switched to Verde Energy USAThis 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.SMail in a letter from [redacted] explaining the changeI have attached a copy of that letter, along with your original [redacted] enrollment formYour official service start date was 04/18/2013, and any electricity you used after that date was purchased for you by Verde Energy USAYou will see us listed as your provider starting with your bill dated around 05/18/Attached please also find a copy of the letter and Terms of Service that was sent to you via first class mail in DecemberVerde Energy supplies 100% green energy and our prices are comparable to other 100% green energy providersVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyOur policy for cancelled customers is to refund the most recent billing cycle to the fixed rateAs I explained in our telephone conversation, I have calculated a larger refund than originally promisedI calculated a refund for the difference in rate from the variable you were charged, to the fixed rate at that timeI used you FIVE highest bills to do this: 391.00KH @ $(6/19/2014-7/18/2014) 07/21/06/19/07/18/$266.00KH @ $(12/17/2014-1/16/2015) 01/20/12/17/01/16/$369.00KH @ $(6/18/2015-7/18/2015) 07/21/06/18/07/18/$445.00KH @ $(7/19/2015-8/17/2015) 08/18/07/19/08/17/$396.00KH @ $(8/18/2015-9/16/2015) 09/17/08/18/09/16/$Calculated using the fixed rate of (just so you are aware, our CURRENT fixed rate is .1649/kwh) the refund check is for $132.36.I am issuing you an additional $check for the rebate that was offered in the Decmailing, even though you did not take advantage of that rebate at that timeYou should receive these two checks in the mail within business daysYour account with Verde Energy has been dropped and the last day you were with us was 10/15/ If you have any questions, please don't hesitate to reply to this emailKaren M [redacted] Customer Support |Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] We received your inquiry Your account has been dropped per your request and will leave Verde service at the end of the current billing cycle on 9/23/ As a goodwill gesture we will issue you a billing adjustment check for $ which lowers the effective rate on your 7/2/and 8/bills to $0.1099/KWH and will use this lower rate for your final bell in September You also received and cashed a $retention check earlier this year Regards, [redacted] Verde Energy
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
Complaint: [redacted] I am rejecting this response because: The last time, I accepted the response before receiving the payment, and this was incorrect, as no payment was ever madeThis instance, I will only accept the response when the payment is received This is reasonableThank You Sincerely, [redacted]
We sent the following email to the customer MrGregory, I reviewed your inquiry Your account with Verde was dropped per your request and left service on 1/24/ That charge of $was for your last bill and there have been no Verde charges since then Regards, Tony Menchaca
responded via email directly to customer on 4/22/Dear [redacted] This email is in response to your rejection of our Revdex.com responseLast April, we mailed you a new terms of service, which explains that your rate was good for months and at the end of the 6-month term, your account will be switched to a variable rateAs I have explained in past responses, your fixed rate expired on 11/14/At this time, Verde is not required to contact [redacted] customers when their rate is about to expire A $refund check was mailed to you directly from the bankAs well as the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get both of these checks in the mail any day nowI have adjusted your account to our fixed rate of .1499/kwh for your remaining billing cycle with Verde Energy, which you should now see on your last bill [redacted] has given us a service end date of 4/20/Verde does not have any cancellation feesFor reference, all existing customers have the opportunity to switch to our then current fixed rate at any time at no costVerde Energy feels we have provided an equitable solution to this matter and considers this case resolved [redacted] Customer Support | Verde Energy USA [redacted] ***
As a goodwill gesture we will issue the customer a billing refund check of $as they requested The customer was on a variable rate offer which fluctuates with market conditions
Sent email directly to customer: Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you enrolled the account with Verde Energy for a 6-month fixed rate of $0.1149/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rateAs you were told by our operator, we are not required to contact [redacted] customers with rate change noticesI apologize if you were led to believe you would be notifiedWe are processing a $refund for the difference in rate from your most recent billing to the current fixed rate($0.1099/kwh)As an additional courtesy, we have 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 daysSince your account has been set for cancellation, I cannot adjust the rate to our current fixed rate, so you will be billed the variable rate on your final bill with VerdeWhen you receive that bill, please reply to this email and I will issue you a final refundIf you have any questions, please don't hesitate to reply to this emailKaren M [redacted] Customer Support |Verde Energy USA [redacted] ***
Responded directly to customer via email:Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that Patricia enrolled the account with Verde Energy for a 4-month fixed rate of $0.1299/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rate As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 1/12/1:43:PM I also see that you called our number to cancel your accountWe are waiting to hear back from [redacted] with a service end date.We are processing a $refund for the difference in rate from your highest billingVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyAs an additional courtesy, we have 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.If you have any questions, please don't hesitate to reply to this email Karen M***Customer Support |Verde Energy USA [redacted] ***
emailed reply 3/18/-ms- -ms- Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comThank you for your patience in waiting for my replyWe have adjusted your account to the current fixed rate of .1049/kwhThat rate is fixed for monthsYour rate will automatically switch to our variable rate at the end of that 6-month periodYou will need to contact us again if you want to avoid switching back to the variable rateYou should see this new rate after your .1149/kwh rate expiresWe are sending you a refund check for the difference in rate from the variable you were charged, to the fixed rate at that timeYou should get your $check in the mail any day now, as it was sent directly from the bank on 3/11/I apologize for any inconvenienceThank you for being a Verde customer! [redacted] Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] ,This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you enrolled the account with Verde Energy for a 4-month fixed rate of $0.0949/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rateAs requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 12/3/12:50:PM I have also listened to the recording of your call to our service, Kari does not tell you that one of your children enrolled, she simply suggests that another member of your household may have enrolled the accountAs the attached recording proves, it was not one of your children.Your Verde Energy service was cancelled due to non-payment to JCPLThe last day you were with Verde was 8/17/15.As I tried to explain to you on the phone (when you disconnected), we are processing a $refund for the difference in rate from your highest billingVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyAs an additional courtesy, we have 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.If you have any questions, please don't hesitate to reply to this email.Karen M***Customer Support |Verde Energy USA [redacted] ***
responded via email 4/10/Dear Mr [redacted] , This email is in response to the complaint you filed with the Revdex.comOur records indicate you applied/signed up with Verde Energy USA on 01/09/via lowcostpower.com at the 4-month fixed rate of $.1299/kwhYour account was then approved on 1/13/and created on 1/13/with an assigned start date of 1/26/at that 4-month fixed rate I see your first bill with Verde Energy was billed at the correct rate of .1299: 2,949.00KH @ $(1/26/2015-2/22/2015) 02/25/01/26/02/22/$You requested a rate change on February 21, and Verde contacted [redacted] to have them adjust your rate to the current fixed rate of Rate changes are not immediate and are completely determined by when [redacted] reads your meterWe have heard back from [redacted] and they have accepted the rate change and have scheduled it to begin 3/25/We have no control over the date your utility starts a new rateYou will continue to see the fixed rate you enrolled with (.1299/kwh) until the new fixed rate of beginsOnce that rate begins, you will have it for the promised monthsVerde Energy is not required to issue refunds for the difference in fixed ratesI see that your account has been put in for cancellation and I have also been advised that Mr [redacted] has verbally abused our call center/customer service employees several timesWe await response from [redacted] for the service end date [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] I saw the inquiry for your other family account This account has also been dropped and will leave service with Verde at the end of the current billing cycle on 9/23/ We will also provide a courtesy billing adjustment check of $on this account Regards, [redacted] Verde Energy
We sent the customer the following email today [redacted] ***, I reviewed your recent inquiry [redacted] enrolled this account with Verde on 1/29/at 10:PM She provided an email of [redacted] and enrolled from [redacted] which is a [redacted] ** ISP 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 Even though your account left service with Verde on 5/14/we will issue you a billing adjustment check for $which lowers the rate on your April bill to $0.0869/KWH which was also the rate we used to lower your actual May bill You should receive your check in approximately weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email today: Ms***, I reviewed your inquiry You were enrolled in a variable rate offer and the rate did not increase for over two years until energy supply costs spiked Your service was dropped as of 10/6/Even though the account dropped we will send you a $check for your unredeemed cash bonus and a $billing adjustment check for your last bill You should receive both checks within weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email todayMr [redacted] ,We received a copy of your recent inquiry I apologize for you not being able to reach a customer service rep We have placed a cancellation on your enrollment with Verde Energy.Regards,Verde Energy Customer Support
Dear [redacted] ***This email is in response to the rejection of our response to the Revdex.comVerde Energy is unable to provide you with free electricity, the best we can do is to issue you refunds/rebates to make the cost of your stay with Verde Energy equal to the cost if you just stayed with ***The DELIVERY costs from [redacted] would always have been there, so that is not eligible to be included into your request for refundsPlease see my notes IN RED below:ELECTRIC: [redacted] drop: 3/16/16Total billing cycles:321.00KH @ $(12/16/2015-1/15/2016) $52.93379.00KH @ $(1/16/2016-2/16/2016) $62.50360.00KH @ $(2/17/2016-3/16/2016) $53.96Total of $in Verde charges [redacted] price to compare: .1213/kwh Total charges would have been $if you were with just ***Difference of $40.81Sent $rebate: This check was sent, please cash this check before June.Sent $refund: You are stating you never received this check, is that still true?GAS: [redacted] drop: 4/15/16Total billing cycles:138.01TD @ $(1/16/2016-2/16/2016) $94.4083.23TD @ $(2/17/2016-3/16/2016) $41.5367.36TD @ $(3/17/2016-4/15/2016) $33.61Total of $in Verde charges[redacted] price to compare: .151/therm & .401/therm Total charges would have been $if you were with just ***Difference of $88.31Sent $rebate: I see this check has been cashed.Sent $refund: This check was sent, please cash this check before June.Final tally:Total Gas & Electric charges from Verde: $338.93Total Gas & Electric charges if only using ***: $209.81Difference between what Verde charged and what the charges would have been if you were just with ***: $129.12Total Rebates/Refunds: $131.22Please cash the checks that you have received from Verde EnergyLet me know which of the checks you have never received and I will have them reissued.Karen M***Customer Support |Verde Energy USA [redacted] ***
responded directly to customer via email:Dear [redacted] ***,This email is in response to the complaint you filed with the Revdex.comThe $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 know.Karen M***Customer Support | Verde Energy USAMerritt | Second Floor | Norwalk, CT
We sent the customer the following email today Mr [redacted] I received your inquiry and also saw your contact with our customer support group In February you received via [redacted] *** a letter which indicated that your account was being assigned by [redacted] Energy to Verde Energy and that Verde was lowering the rate previously charged to you by [redacted] A copy of this letter and the related terms of service are attached for your records Your account was canceled per your request (tracking number is below) and will leave service with Verde on 12/16/ Even though you cancelled, as a good will gesture we will send you a billing adjustment check for $which effectively lowers your rate to $0.1149/KWH for your last bill cycles You should receive this check in approximately weeks We will also use this rate for your December bill Regards, [redacted] Verde Energy USA [redacted]
Replied directly to customer via email dated 4/28/ Dear [redacted] , This email is in response to your call to our customer service departmentAs requested, I am emailing you a voice recording of your enrollment with Verde Energy USA where it clearly states the terms of your service (price/kwh and fixed rate length) Call Time: 8/12/10:34:AMWe have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service was returned to your utility on 4/20/If you have any questions, please don't hesitate to reply to this emailAs a one-time courtesy, I am sending you a refund check for the difference in rate from the variable you were charged on your most recent bill, to the fixed rate of You should get your $check in the mail within business days [redacted] Customer Support | Verde Energy USA [redacted] ***
Spoke to customer at length on the phone and also emailed this Dear [redacted] ***, This email is in reply to the complaint you filed with the Revdex.comPer our phone conversation from earlier today, in March of 2013, all [redacted] customers were switched to Verde Energy USAThis 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.SMail in a letter from [redacted] explaining the changeI have attached a copy of that letter, along with your original [redacted] enrollment formYour official service start date was 04/18/2013, and any electricity you used after that date was purchased for you by Verde Energy USAYou will see us listed as your provider starting with your bill dated around 05/18/Attached please also find a copy of the letter and Terms of Service that was sent to you via first class mail in DecemberVerde Energy supplies 100% green energy and our prices are comparable to other 100% green energy providersVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyOur policy for cancelled customers is to refund the most recent billing cycle to the fixed rateAs I explained in our telephone conversation, I have calculated a larger refund than originally promisedI calculated a refund for the difference in rate from the variable you were charged, to the fixed rate at that timeI used you FIVE highest bills to do this: 391.00KH @ $(6/19/2014-7/18/2014) 07/21/06/19/07/18/$266.00KH @ $(12/17/2014-1/16/2015) 01/20/12/17/01/16/$369.00KH @ $(6/18/2015-7/18/2015) 07/21/06/18/07/18/$445.00KH @ $(7/19/2015-8/17/2015) 08/18/07/19/08/17/$396.00KH @ $(8/18/2015-9/16/2015) 09/17/08/18/09/16/$Calculated using the fixed rate of (just so you are aware, our CURRENT fixed rate is .1649/kwh) the refund check is for $132.36.I am issuing you an additional $check for the rebate that was offered in the Decmailing, even though you did not take advantage of that rebate at that timeYou should receive these two checks in the mail within business daysYour account with Verde Energy has been dropped and the last day you were with us was 10/15/ If you have any questions, please don't hesitate to reply to this emailKaren M [redacted] Customer Support |Verde Energy USA [redacted] ***
We sent the customer the following email today: [redacted] We received your inquiry Your account has been dropped per your request and will leave Verde service at the end of the current billing cycle on 9/23/ As a goodwill gesture we will issue you a billing adjustment check for $ which lowers the effective rate on your 7/2/and 8/bills to $0.1099/KWH and will use this lower rate for your final bell in September You also received and cashed a $retention check earlier this year Regards, [redacted] Verde Energy
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
Complaint: [redacted] I am rejecting this response because: The last time, I accepted the response before receiving the payment, and this was incorrect, as no payment was ever madeThis instance, I will only accept the response when the payment is received This is reasonableThank You Sincerely, [redacted]
We sent the following email to the customer MrGregory, I reviewed your inquiry Your account with Verde was dropped per your request and left service on 1/24/ That charge of $was for your last bill and there have been no Verde charges since then Regards, Tony Menchaca
responded via email directly to customer on 4/22/Dear [redacted] This email is in response to your rejection of our Revdex.com responseLast April, we mailed you a new terms of service, which explains that your rate was good for months and at the end of the 6-month term, your account will be switched to a variable rateAs I have explained in past responses, your fixed rate expired on 11/14/At this time, Verde is not required to contact [redacted] customers when their rate is about to expire A $refund check was mailed to you directly from the bankAs well as the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get both of these checks in the mail any day nowI have adjusted your account to our fixed rate of .1499/kwh for your remaining billing cycle with Verde Energy, which you should now see on your last bill [redacted] has given us a service end date of 4/20/Verde does not have any cancellation feesFor reference, all existing customers have the opportunity to switch to our then current fixed rate at any time at no costVerde Energy feels we have provided an equitable solution to this matter and considers this case resolved [redacted] Customer Support | Verde Energy USA [redacted] ***
As a goodwill gesture we will issue the customer a billing refund check of $as they requested The customer was on a variable rate offer which fluctuates with market conditions
Sent email directly to customer: Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you enrolled the account with Verde Energy for a 6-month fixed rate of $0.1149/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rateAs you were told by our operator, we are not required to contact [redacted] customers with rate change noticesI apologize if you were led to believe you would be notifiedWe are processing a $refund for the difference in rate from your most recent billing to the current fixed rate($0.1099/kwh)As an additional courtesy, we have 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 daysSince your account has been set for cancellation, I cannot adjust the rate to our current fixed rate, so you will be billed the variable rate on your final bill with VerdeWhen you receive that bill, please reply to this email and I will issue you a final refundIf you have any questions, please don't hesitate to reply to this emailKaren M [redacted] Customer Support |Verde Energy USA [redacted] ***
Responded directly to customer via email:Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that Patricia enrolled the account with Verde Energy for a 4-month fixed rate of $0.1299/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rate As requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 1/12/1:43:PM I also see that you called our number to cancel your accountWe are waiting to hear back from [redacted] with a service end date.We are processing a $refund for the difference in rate from your highest billingVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyAs an additional courtesy, we have 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.If you have any questions, please don't hesitate to reply to this email Karen M***Customer Support |Verde Energy USA [redacted] ***
emailed reply 3/18/-ms- -ms- Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comThank you for your patience in waiting for my replyWe have adjusted your account to the current fixed rate of .1049/kwhThat rate is fixed for monthsYour rate will automatically switch to our variable rate at the end of that 6-month periodYou will need to contact us again if you want to avoid switching back to the variable rateYou should see this new rate after your .1149/kwh rate expiresWe are sending you a refund check for the difference in rate from the variable you were charged, to the fixed rate at that timeYou should get your $check in the mail any day now, as it was sent directly from the bank on 3/11/I apologize for any inconvenienceThank you for being a Verde customer! [redacted] Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] ,This email is in response to the complaint you filed with the Revdex.comI have looked up your account and see that you enrolled the account with Verde Energy for a 4-month fixed rate of $0.0949/kwhYou received that rate for billing cyclesAfter your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our variable rateAs requested, I am emailing you a voice recording of your enrollment with Verde Energy USA.Call Time: 12/3/12:50:PM I have also listened to the recording of your call to our service, Kari does not tell you that one of your children enrolled, she simply suggests that another member of your household may have enrolled the accountAs the attached recording proves, it was not one of your children.Your Verde Energy service was cancelled due to non-payment to JCPLThe last day you were with Verde was 8/17/15.As I tried to explain to you on the phone (when you disconnected), we are processing a $refund for the difference in rate from your highest billingVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyAs an additional courtesy, we have 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.If you have any questions, please don't hesitate to reply to this email.Karen M***Customer Support |Verde Energy USA [redacted] ***