We reviewed this account and offer the following Verde Energy submitted a cancellation to [redacted] on 1/11/but it was not processed by the utility due to a data error We have re-submitted this cancellation several times over the past weeks and it is finally being processed by National Grid this week The utility controls this process, we cannot cancel an account on our own The customer is being charged a supply rate of $0.0899/KWH by Verde which is 12% less than the national Grid supply rate of $0.10025/KWH as noted for the 11/13-4/period in this link: http://www.nationalgridus.com/masselectric/home/rates/4_default.asp The customer saved money with Verde We apologize for the delay in getting this cancellation processed It was not entirely in our control
this company is charging double then when you call them they lower your ratewho has time for this? I will stick with my previous company [redacted] at least I know that my rate will be the same and I will not being getting over $electric bills
We sent the customer the following email today [redacted] I reviewed your recent Revdex.com inquiry and call to our customer support group As was previously explained, your account was assigned by [redacted] *** [redacted] to Verde Energy in July All [redacted] customers received the attached notification mailing via first class mail You were enrolled in a variable rate offer which started at $0.1065/KWH, dropped to $0.0990/KWH in April and later increased due to a significant increase in Verde's energy supply costs, not all of which were passed on to the customer Our customer support group issued a billing adjustment check for $on 5/21/even though your account left service with Verde on 4/14/ I authorized today another billing adjustment check for $as a good will gesture You should receive this second check in approximately two weeks Regards, Tony Menchaca Verde Energy
Responded to customer complaint: Dear [redacted] , Apologies for any inconveniences regarding your subscription with our ESS service I show that your account was cancelled on March 17th I have refunded both the & 19.95, please expect to see the $ credited back to your credit card and the $will be sent via check (please allow up to business days to receive) Please let me know if I can assist further
As indicated in the email below that we sent to [redacted] on 5/30/her account was assigned to Verde by [redacted] Energy We lowered her rate and issued a billing adjustment check which she should now be in possession ofwe think is a reasonable resolution Hi [redacted] I reviewed your Revdex.com inquiry and your call into our customer support group Your account was assigned to Verde Energy by Rescom Energy in Q Attached is a copy of the notification mailing that was sent to all Rescom customers via first class mail at that time You were enrolled in a variable rate plan and your rates increased recently due to significant increases in energy supply costs not all of which were passed on to Verde customers Your account has been dropped per your request and your rate has been lowered to $0.1179/KWH for your last billing cycle In addition we will issue you a billing adjustment check for $to lower the effective rate on your 4/24/bill You should receive this check in approximately weeks Regards, [redacted] Verde Energy USA
Replied directly to customer via emall dated 5-12-15Dear [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 VerdeYou 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 days.We thank you for choosing Verde Energy as your supplier.Best, [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email Ms***, I saw your recent inquiry Your phone number, [redacted] , will be added to our DNC list I apologize for you receiving calls, our system screens out area codes outside of our state coverage but I do not know why it did not screen out your numberRegards, [redacted]
Dear [redacted] , This email is in response to the comment you filed with the Revdex.comFor your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulations All 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 have added your phone number to this list Master DNC List Search Results Add DNC Record DNC Bulk Upload Download Master DNC List Phone Number Date Added [redacted] 12/21/ All my best to you, and thank you for taking the time to give us this feedback Karen M [redacted] Customer Support |Verde Energy USA [redacted] ***
We sent the customer the following email today [redacted] I received a copy of your Revdex.com inquiry and also saw the record of your call last FridayYou were on a fixed rate of $0.0869/KWH which ended in August and we mailed a notification then that the rate was ending and that your rate would be a monthly variable rate All variable rate customers can contact us at any time and move to our then current fixed rate at no cost Our current 4-month fixed rate for 100% renewable energy is $0.1149/KWH If you would like to remain a Verde customer we can move you to that rate and can also send you a refund check for $which lowers your most recent bill to that ratePlease let me know if you would like to do thisRegards, [redacted]
Replied via email on 2/24/15: Dear [redacted] Thank you for emailing me the copies of your billsAs we discussed on the phone, you were aware that the Verde Energy rate was .0799/kwh(I have attached the recording of the enrollment verification for your records.) It appears that [redacted] has a winter rate of $0.04698/kwh, so when you compare that to paying $0.0799/kwh you will be paying more for our 100% green electricityThere is no refund I can issue, as you were enrolled and charged the correct rateI see that your $rebate has been processed and was mailed to you on 2/5/I have put in a cancel request for your account and you will go back to using [redacted] Energy after one full billing cycle [redacted] Customer Support | Verde Energy USA [redacted] ***
replied via email 2/19/15:Dear [redacted] ,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 $refund and an additional $rebate.We 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 days.I 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[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Replied directly to customer via email:Dear [redacted] ,This email is in response to your call to our customer service center and the complaint you filed with the Revdex.comI have looked up your account and see that your utility (***) notified us of your switch away from Verde Energy on 12/8/ Then on 12/19/14, we received a reinstatement request from ***, so your account remained active with VerdeNext I see that Verde sent [redacted] a request to cancel Verde on 5/22/This cancellation was accepted by your utility and they gave Verde a 6/12/end dateI'm sorry for the inconvenience, but it appears that [redacted] put in a reinstatement of your account after you asked them to cancel VerdeWe were only following the utility's directions.We have been informed by [redacted] 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 6/12/You will no longer see Verde Energy on your billI have also added your phone number to our Do Not Call list.As a courtesy, although your account is cancelled, I have processed the $rebate that you were eligible for when you first enrolledYou should receive that check in the mail within business days[redacted] ***Customer Support | Verde Energy USA [redacted] ***
I was sent notices dated 12/(received 1/3), 1/(received 1/5) and a second notice dated 1/(received 1/8) While the company failed to provide proper notice within the guidelines of the contract, the offer to refund the difference in rate so that the rate will be a $.098/kWh rate is acceptableI will monitor the circumstances with the energy supplier for my bill in the next month and follow up with Verde Energy for any further details as necessary If a refund is deserved and Verde's actions prove unsatisfactory I will re-open the case
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 meThe company made good so I am satisfied Sincerely, [redacted]
replied via email 3/18/15: -ms- -ms- 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 3-MONTH FIXED rateOn 1/8/that fixed rate expired and per your terms of service, was automatically switched to our variable rateAs a one time courtesy, we have issued you a $refund check for the difference in rate from the variable you paid on your most recent bill, to our transitional variable rate of .0899/kwhYour account will be charged our current fixed rate of .0999/kwh on your last bill with us You called on Feb25th, to cancel your account with VerdeYour Verde Energy Account was cancelled and the last day you will be with Verde is 4/07/Verde has no control over the final date you are with your third party supplier, that date is chosen by your utility [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today [redacted] I received a copy of your Revdex.com inquiry and also saw the record of your call last Friday.You were on a fixed rate of $0.0869/KWH which ended in August and we mailed a notification then that the rate was ending and that your rate would be a monthly variable rate All variable rate customers can contact us at any time and move to our then current fixed rate at no cost Our current 4-month fixed rate for 100% renewable energy is $0.1149/KWH If you would like to remain a Verde customer we can move you to that rate and can also send you a refund check for $which lowers your most recent bill to that rate.Please let me know if you would like to do this.Regards, [redacted]
Emailed customer directly: 51);">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 in At that time, our rebate was set at $for new customersI have processed that rebate, and I have also processed an additional $rebateYou should receive both of these checks within business daysYour Verde Energy account has been cancelled and the last day you will be with us is 2/19/If you have any questions, please don't hesitate to reply to this email Karen M [redacted] Customer Support |Verde Energy USA Merritt | Second Floor | Norwalk, CT
Dear [redacted] I have attached the recording of your enrollment confirmation, where we state clearly the rate you will be chargedYou also received a Welcome Kit a few weeks after your enrollment, which included your $rebate form and Terms of ServiceThe Terms of Service has your enrollment price printed on it We have put in a cancel request to [redacted] and await their reply [redacted] Customer Support | Verde Energy USA [redacted] 3/2/ Complaint I switched to Verde years agoThey gave a fixed rate lower than ***They they converted me to a variable rate without telling meThey said the promotion was only monthsSo Ok I asked to swith to a fixed rateThey did thatThey did not tell me it was only for monthsNow I see thay they have had me on a variable rate for monthsThis has cost on average $more than [redacted] ratesNow they say that they have no obligation of informing anyone in [redacted] of rate increasesIt takes at least months to change providersThis practice is bait and switch Desired Resolution Adjust my last months and next months bills to the flat rate Consumer Business Dialog
copy of email sent on 2/5/15:Dear [redacted] ,This e-mail is in reply to your dispute with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuatedWe 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 will be returned to your utility on 2/6/We have lowered your rate to our fixed offer of $for any remaining billing cycles with usYou should see that rate on your final bill with VerdeIf you do not, I will refund you the difference for that last billSimply reply to this email address.We are processing a $refund for the difference in rate from your most recent billing cycleYou should receive that check in the mail within 10-business days [redacted] * [redacted] ***
We reviewed this account and offer the following Verde Energy submitted a cancellation to [redacted] on 1/11/but it was not processed by the utility due to a data error We have re-submitted this cancellation several times over the past weeks and it is finally being processed by National Grid this week The utility controls this process, we cannot cancel an account on our own The customer is being charged a supply rate of $0.0899/KWH by Verde which is 12% less than the national Grid supply rate of $0.10025/KWH as noted for the 11/13-4/period in this link: http://www.nationalgridus.com/masselectric/home/rates/4_default.asp The customer saved money with Verde We apologize for the delay in getting this cancellation processed It was not entirely in our control
this company is charging double then when you call them they lower your ratewho has time for this? I will stick with my previous company [redacted] at least I know that my rate will be the same and I will not being getting over $electric bills
We sent the customer the following email today [redacted] I reviewed your recent Revdex.com inquiry and call to our customer support group As was previously explained, your account was assigned by [redacted] *** [redacted] to Verde Energy in July All [redacted] customers received the attached notification mailing via first class mail You were enrolled in a variable rate offer which started at $0.1065/KWH, dropped to $0.0990/KWH in April and later increased due to a significant increase in Verde's energy supply costs, not all of which were passed on to the customer Our customer support group issued a billing adjustment check for $on 5/21/even though your account left service with Verde on 4/14/ I authorized today another billing adjustment check for $as a good will gesture You should receive this second check in approximately two weeks Regards, Tony Menchaca Verde Energy
Responded to customer complaint: Dear [redacted] , Apologies for any inconveniences regarding your subscription with our ESS service I show that your account was cancelled on March 17th I have refunded both the & 19.95, please expect to see the $ credited back to your credit card and the $will be sent via check (please allow up to business days to receive) Please let me know if I can assist further
As indicated in the email below that we sent to [redacted] on 5/30/her account was assigned to Verde by [redacted] Energy We lowered her rate and issued a billing adjustment check which she should now be in possession ofwe think is a reasonable resolution Hi [redacted] I reviewed your Revdex.com inquiry and your call into our customer support group Your account was assigned to Verde Energy by Rescom Energy in Q Attached is a copy of the notification mailing that was sent to all Rescom customers via first class mail at that time You were enrolled in a variable rate plan and your rates increased recently due to significant increases in energy supply costs not all of which were passed on to Verde customers Your account has been dropped per your request and your rate has been lowered to $0.1179/KWH for your last billing cycle In addition we will issue you a billing adjustment check for $to lower the effective rate on your 4/24/bill You should receive this check in approximately weeks Regards, [redacted] Verde Energy USA
Replied directly to customer via emall dated 5-12-15Dear [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 VerdeYou 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 days.We thank you for choosing Verde Energy as your supplier.Best, [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email Ms***, I saw your recent inquiry Your phone number, [redacted] , will be added to our DNC list I apologize for you receiving calls, our system screens out area codes outside of our state coverage but I do not know why it did not screen out your numberRegards, [redacted]
Dear [redacted] , This email is in response to the comment you filed with the Revdex.comFor your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulations All 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 have added your phone number to this list Master DNC List Search Results Add DNC Record DNC Bulk Upload Download Master DNC List Phone Number Date Added [redacted] 12/21/ All my best to you, and thank you for taking the time to give us this feedback Karen M [redacted] Customer Support |Verde Energy USA [redacted] ***
We sent the customer the following email today [redacted] I received a copy of your Revdex.com inquiry and also saw the record of your call last FridayYou were on a fixed rate of $0.0869/KWH which ended in August and we mailed a notification then that the rate was ending and that your rate would be a monthly variable rate All variable rate customers can contact us at any time and move to our then current fixed rate at no cost Our current 4-month fixed rate for 100% renewable energy is $0.1149/KWH If you would like to remain a Verde customer we can move you to that rate and can also send you a refund check for $which lowers your most recent bill to that ratePlease let me know if you would like to do thisRegards, [redacted]
Replied via email on 2/24/15: Dear [redacted] Thank you for emailing me the copies of your billsAs we discussed on the phone, you were aware that the Verde Energy rate was .0799/kwh(I have attached the recording of the enrollment verification for your records.) It appears that [redacted] has a winter rate of $0.04698/kwh, so when you compare that to paying $0.0799/kwh you will be paying more for our 100% green electricityThere is no refund I can issue, as you were enrolled and charged the correct rateI see that your $rebate has been processed and was mailed to you on 2/5/I have put in a cancel request for your account and you will go back to using [redacted] Energy after one full billing cycle [redacted] Customer Support | Verde Energy USA [redacted] ***
MsHannigan, I saw your reply to the Revdex.com We will send you a $check to get your total rebate to $ Regards, Tony Menchaca
replied via email 2/19/15:Dear [redacted] ,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 $refund and an additional $rebate.We 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 days.I 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[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Replied directly to customer via email:Dear [redacted] ,This email is in response to your call to our customer service center and the complaint you filed with the Revdex.comI have looked up your account and see that your utility (***) notified us of your switch away from Verde Energy on 12/8/ Then on 12/19/14, we received a reinstatement request from ***, so your account remained active with VerdeNext I see that Verde sent [redacted] a request to cancel Verde on 5/22/This cancellation was accepted by your utility and they gave Verde a 6/12/end dateI'm sorry for the inconvenience, but it appears that [redacted] put in a reinstatement of your account after you asked them to cancel VerdeWe were only following the utility's directions.We have been informed by [redacted] 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 6/12/You will no longer see Verde Energy on your billI have also added your phone number to our Do Not Call list.As a courtesy, although your account is cancelled, I have processed the $rebate that you were eligible for when you first enrolledYou should receive that check in the mail within business days[redacted] ***Customer Support | Verde Energy USA [redacted] ***
I was sent notices dated 12/(received 1/3), 1/(received 1/5) and a second notice dated 1/(received 1/8) While the company failed to provide proper notice within the guidelines of the contract, the offer to refund the difference in rate so that the rate will be a $.098/kWh rate is acceptableI will monitor the circumstances with the energy supplier for my bill in the next month and follow up with Verde Energy for any further details as necessary If a refund is deserved and Verde's actions prove unsatisfactory I will re-open the case
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 meThe company made good so I am satisfied Sincerely, [redacted]
replied via email 3/18/15: -ms- -ms- 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 3-MONTH FIXED rateOn 1/8/that fixed rate expired and per your terms of service, was automatically switched to our variable rateAs a one time courtesy, we have issued you a $refund check for the difference in rate from the variable you paid on your most recent bill, to our transitional variable rate of .0899/kwhYour account will be charged our current fixed rate of .0999/kwh on your last bill with us You called on Feb25th, to cancel your account with VerdeYour Verde Energy Account was cancelled and the last day you will be with Verde is 4/07/Verde has no control over the final date you are with your third party supplier, that date is chosen by your utility [redacted] Customer Support | Verde Energy USA [redacted] ***
We sent the customer the following email today [redacted] I received a copy of your Revdex.com inquiry and also saw the record of your call last Friday.You were on a fixed rate of $0.0869/KWH which ended in August and we mailed a notification then that the rate was ending and that your rate would be a monthly variable rate All variable rate customers can contact us at any time and move to our then current fixed rate at no cost Our current 4-month fixed rate for 100% renewable energy is $0.1149/KWH If you would like to remain a Verde customer we can move you to that rate and can also send you a refund check for $which lowers your most recent bill to that rate.Please let me know if you would like to do this.Regards, [redacted]
Emailed customer directly: 51);">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 in At that time, our rebate was set at $for new customersI have processed that rebate, and I have also processed an additional $rebateYou should receive both of these checks within business daysYour Verde Energy account has been cancelled and the last day you will be with us is 2/19/If you have any questions, please don't hesitate to reply to this email Karen M [redacted] Customer Support |Verde Energy USA Merritt | Second Floor | Norwalk, CT
Dear [redacted] I have attached the recording of your enrollment confirmation, where we state clearly the rate you will be chargedYou also received a Welcome Kit a few weeks after your enrollment, which included your $rebate form and Terms of ServiceThe Terms of Service has your enrollment price printed on it We have put in a cancel request to [redacted] and await their reply [redacted] Customer Support | Verde Energy USA [redacted] 3/2/ Complaint I switched to Verde years agoThey gave a fixed rate lower than ***They they converted me to a variable rate without telling meThey said the promotion was only monthsSo Ok I asked to swith to a fixed rateThey did thatThey did not tell me it was only for monthsNow I see thay they have had me on a variable rate for monthsThis has cost on average $more than [redacted] ratesNow they say that they have no obligation of informing anyone in [redacted] of rate increasesIt takes at least months to change providersThis practice is bait and switch Desired Resolution Adjust my last months and next months bills to the flat rate Consumer Business Dialog
copy of email sent on 2/5/15:Dear [redacted] ,This e-mail is in reply to your dispute with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuatedWe 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 will be returned to your utility on 2/6/We have lowered your rate to our fixed offer of $for any remaining billing cycles with usYou should see that rate on your final bill with VerdeIf you do not, I will refund you the difference for that last billSimply reply to this email address.We are processing a $refund for the difference in rate from your most recent billing cycleYou should receive that check in the mail within 10-business days [redacted] * [redacted] ***