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, Jianping Kong
Emailed customer 2/25/15: "Helvetica Neu 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 were enrolled in our 1-year fixed rate of $0.0749/kwhYou received that rate for months and were then automatically switched to our variable rate program, as stated in your Terms of ServiceIn July of 2014, we mailed you a reminder letter letting you know that your account was about to go from a fixed rate, to a variable rateWe 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 2/04/We are processing a $refund for the difference in rate from your most recent billing cycle, to our current fixed rateVerde 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 [redacted] Customer Support | Verde Energy USA [redacted] ***%
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 rates.Regards,Verde Energy Customer Support
We sent the customer the following email today: [redacted] I received a copy of your inquiry You were enrolled in a variable rate offer which held steady or had a lower rate for almost three years from October thru August The rate then began to change because of significant increases in energy supply costs I saw that your account was cancelled per your request and will leave Verde service at the end of the current billing cycle As a good will gesture we are issuing you a billing refund check for $ to cover the last two billing periods and are putting you on a rate of $0.1099/KWH for your last billing period so in total you will receive rate adjustments well in excess of $ You will receive your refund check in approximately two weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email today ***, I received a copy of your inquiry and redeemed your $cash back bonus rebate You should receive the check in the mail next weekRegards, [redacted]
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] ***
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 I appreciate and commend the business for their quick response and willingness to resolve the matter Sincerely, [redacted]
Sent email directly to customer:Dear [redacted] This email is in response to the complaint you filed with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuatedAt the time of your enrollment, Verde Energy provided customers with regular “brown” energyIn December of 2013, we mailed out a letter to all our NJ customers stating that we were no longer going to be offering regular “brown” energy, but were switching all of our customers to our “green energy” productWithin that mailing, we provided you with a new Terms of Service, which explained our new variable rate policies which did not include always being lower than your utility(I have attached a copy of that letter which was mailed to you.)We have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service will be returned to your utility on 3/11/We have lowered your rate to our fixed offer of $for any remaining billing cycles with us.We are processing a $refund for the difference in rate from your three highest bills while you were with Verde EnergyVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive that check in the mail within 10-business days.Karen M***Customer Support |Verde Energy USA [redacted] ***
emailed reply on 3/11/15: -ms- -ms- 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 only have one account with us: [redacted] , so I will be referring to that account onlyIf you can provide me with further information on the other account, I will be happy to look up that information as well I see that your fixed rate expired on 10/1/At this time, Verde is not required to contact [redacted] customers when their rate is about to expireWhen you enrolled with Verde, we stated and you agreed to a 6-month fixed rate of $0.0899/kwhYou actually received that rate for billing cycles, two more billing cycles than was promisedAs a one-time courtesy, I have processed a $refund for the difference in rate to our new fixed rate on your most recent billI have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get these checks in the mail within business daysI have adjusted your account to our current fixed rate of $0.1149/kwhThat rate is FIXED for months and is for 100% green energy, such as solar, wind, hydro, biomass, landfill gas and other renewable power sourcesI am also having a new Terms of Service mailed to youWe still have no contract to sign and no cancellation feesPlease be sure to contact us before your expiration date to avoid switching back to the variable rateIf you have any additional questions/concerns, please don't hesitate to reply to this email [redacted] Customer Support | Verde Energy USA [redacted] ***
On two ocassions in the last week I have been contacted by this company and advised that they were set up by *** to become my supplier at the beginning of the next monthI inquired if this had been a change set up by the company, they also stated that they would become the company as of 3/1/I contacted ***Who advised that this was untrue, this company is stating they need to confirm from last bill change HAS been made correctlyThis company is using fraudulent business practices to lock people into a contract
I have left a detailed voicemail for customer and I am also replying to complaint here:Customer originally became active with Verde 11/19/Service end date of that original account was 9/21/16.Our telemarketing group called customer on 9/14/and customer re-enrolled account with the 7.49/kwh rate agreementThird Party Verification recording attachedAt time of 2nd enrollment, we offered a $cash back bonus rebate, which I have processedCustomer should receive two $checks within business days.Final day with Verde Energy will be 9/20/(date provided by utility: ***)I have also added customer's phone number to Do Not Call list.Karen M*** Customer Support |Verde Energy USA [redacted] | [redacted] *** | Norwalk, CT
Responded directly to customer via e-mail 4-16-Dear [redacted] This e-mail is in reply to the complaint you filed with the Revdex.comIn early October our web rate was $0.1099/kwh fixed for monthsWe have never offered [redacted] customers a 2-year fixed rateWe do automatically send a welcome letter with terms of service as well as a copy of the rebate form to each new enrollmentI see from your account, that you did mail in your rebate form to get your $rebateI also see that we issued a check in that amount on 12/31/I also see that the check was never cashedI'm not sure why that is, but perhaps we do not have a correct mailing address? [redacted] I'm happy to re-issue the check if you did not receive itI am sorry we could not lower your rate back down to our fixed rate, once your account is put into cancellation, your utility will not allow us to make any further adjustments to your rateI have calculated a refund for the difference in rate from your 2/24/2015-3/24/billYou should receive that $check within business daysWe will send you a refund to reflect the difference from our lowest rate available from your final bill once we receive your usage information from your utilityPlease reply to this email when you get your final bill with Verde Energy and we will issue you a refund check at that time as well [redacted] Customer Support | Verde Energy USA [redacted] ***
copy of email sent on 2/4/15: Dear [redacted] , This email is in response to your dispute filed with the Revdex.comIn 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 change Your official service start date was 4/16/2013, 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 5/13/We have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service will be returned to your utility on 1/16/ We are processing a $refundThat refund was calculated using your most recent billing from us and multiplying your usage (2,533kwh) by our current fixed rate (.0849) and giving you the difference from what you were originally chargedYou should receive that check in the mail within 10-business days [redacted] Customer Support | Verde Energy USA [redacted]
Responded directly to customer rejection of settlement via e-mail Dear [redacted] This e-mail is in response to your rejection of our settlement We feel we made an equitable offer and consider the inquiry resolvedBest, [redacted] Customer Support [redacted] ***
This company has repeatedly called my home despite our requests and forceful instructions to them to remove our number from their call listThey show up on our caller ID as Whitehall PA with a phone # ###-###-####Each time I have called them and said not to call here any more, they responded with "sorry for the inconvenience" but they have not stopped callingWhat else can be done? We have registered with the "do not call list" several times
I made a second offer to resolve this per the email below but the customer rejected it We think this was a reasonable offer and will honor it if he accepts it Andrew, The notification mailing that I attached to my first email went out via first class mail to all [redacted] customers in February 2013, no active customers were excluded The drop request sent to us by ACE at 6:48PM on 3/19/was immediately followed by another transaction to cancel that transaction since their system picked up the drop we had submitted at 10:38AM that morning I understand you are not happy with the increase in electric costs that you and Verde have experienced In you case I am willing to send another adjustment check for $in addition to the $check I noted in my first email This is the best we can do, if it is not acceptable I will not send the second check.....let me know Regards, Tony Menchaca
Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI did reply to your call yesterday and sent you an emailIt appears that you were enrolled in our 6-month fixed rate programIf you take a look at the Terms of Service that was on our website when you enrolled, you can see that the fixed rate was for months and that after months, your rate would automatically switch over to the variable rateUnfortunately, in the state of [redacted] we are not required to notify customers when their rate is due to expireAll customers are welcome to call our toll-free number or email us when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplierThere is no cancellation fee and no contract (minimum stay) with Verde EnergyI have put in a Verde cancellation request to your utilityWe have lowered your rate to our fixed offer of $for any remaining billing cycles with us I have processed a total of checks to equal $186.39: $refund check for the difference in rate from your most recent billing cycleAs an additional courtesy, I have processed two $rebates that were available for you to take advantage of during your first months with VerdeYou should receive these checks in the mail within 10-business days I'm sorry your stay with Verde Energy was not to your satisfactionIf you have additional questions/concerns, please don't hesitate to contact usKaren M*** Customer Support |Verde Energy USA [redacted] ***
replied via email 3/20/15:Dear [redacted] ***,This email is in response to your email and to the complaint you filed with the Revdex.comWhen you enrolled with Verde Energy USA, you enrolled into a 3-MONTH FIXED rateOn 1/15/15, your fixed rate expired, per your terms of service, and your account was automatically switched to a VARIABLE rateThe state of [redacted] requires that we mail you a reminder letter, letting you know that your 3-month fixed rate of $0.0699/kwh was about to expire and that if you wanted to continue with another FIXED rate, you would need to call usOtherwise, your rate would automatically switch to our variable rate.As a one time courtesy, I have issued you a $refund check for the difference in rate from the variable you paid, to our current fixed rate of $0.0899/kwh.You should receive this check in the mail within 10-business daysI have also adjusted your account to our fixed rate of $0.0899/kwhThat rate is FIXED for months and is for 100% green energy, such as solar, wind, hydro, biomass, landfill gas and other renewable power sourcesI am having a new Terms of Service mailed to youWe still have no contract to sign and no cancellation feesOnce again, we will send you a reminder letter before this new rate expiresPlease be sure to respond to the letter to avoid switching back to the variable rate[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Our customer support staff has dealt with [redacted] Tomlin in regards to this account We provided the enrollment verification for the account, issued a $billing adjustment refund check, and dropped the account per the customer's request After additional correspondence we offered to provide another $billing adjustment check but have not heard from [redacted] is this is acceptable to resolve the inquiry This offer remains open
Complaint: [redacted] I am rejecting this response because: They claim I was always on a variable and I want to see in writing where I signed and agreed to this Sincerely, [redacted] ***
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, Jianping Kong
Emailed customer 2/25/15: "Helvetica Neu 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 were enrolled in our 1-year fixed rate of $0.0749/kwhYou received that rate for months and were then automatically switched to our variable rate program, as stated in your Terms of ServiceIn July of 2014, we mailed you a reminder letter letting you know that your account was about to go from a fixed rate, to a variable rateWe 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 2/04/We are processing a $refund for the difference in rate from your most recent billing cycle, to our current fixed rateVerde 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 [redacted] Customer Support | Verde Energy USA [redacted] ***%
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 rates.Regards,Verde Energy Customer Support
We sent the customer the following email today: [redacted] I received a copy of your inquiry You were enrolled in a variable rate offer which held steady or had a lower rate for almost three years from October thru August The rate then began to change because of significant increases in energy supply costs I saw that your account was cancelled per your request and will leave Verde service at the end of the current billing cycle As a good will gesture we are issuing you a billing refund check for $ to cover the last two billing periods and are putting you on a rate of $0.1099/KWH for your last billing period so in total you will receive rate adjustments well in excess of $ You will receive your refund check in approximately two weeks Regards, [redacted] Verde Energy USA
We sent the customer the following email today ***, I received a copy of your inquiry and redeemed your $cash back bonus rebate You should receive the check in the mail next weekRegards, [redacted]
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] ***
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 I appreciate and commend the business for their quick response and willingness to resolve the matter Sincerely, [redacted]
Sent email directly to customer:Dear [redacted] This email is in response to the complaint you filed with the Revdex.comIt appears that you were enrolled in our variable rate program and Verde did experience several rate changes as energy prices fluctuatedAt the time of your enrollment, Verde Energy provided customers with regular “brown” energyIn December of 2013, we mailed out a letter to all our NJ customers stating that we were no longer going to be offering regular “brown” energy, but were switching all of our customers to our “green energy” productWithin that mailing, we provided you with a new Terms of Service, which explained our new variable rate policies which did not include always being lower than your utility(I have attached a copy of that letter which was mailed to you.)We have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service will be returned to your utility on 3/11/We have lowered your rate to our fixed offer of $for any remaining billing cycles with us.We are processing a $refund for the difference in rate from your three highest bills while you were with Verde EnergyVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive that check in the mail within 10-business days.Karen M***Customer Support |Verde Energy USA [redacted] ***
emailed reply on 3/11/15: -ms- -ms- 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 only have one account with us: [redacted] , so I will be referring to that account onlyIf you can provide me with further information on the other account, I will be happy to look up that information as well I see that your fixed rate expired on 10/1/At this time, Verde is not required to contact [redacted] customers when their rate is about to expireWhen you enrolled with Verde, we stated and you agreed to a 6-month fixed rate of $0.0899/kwhYou actually received that rate for billing cycles, two more billing cycles than was promisedAs a one-time courtesy, I have processed a $refund for the difference in rate to our new fixed rate on your most recent billI have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get these checks in the mail within business daysI have adjusted your account to our current fixed rate of $0.1149/kwhThat rate is FIXED for months and is for 100% green energy, such as solar, wind, hydro, biomass, landfill gas and other renewable power sourcesI am also having a new Terms of Service mailed to youWe still have no contract to sign and no cancellation feesPlease be sure to contact us before your expiration date to avoid switching back to the variable rateIf you have any additional questions/concerns, please don't hesitate to reply to this email [redacted] Customer Support | Verde Energy USA [redacted] ***
On two ocassions in the last week I have been contacted by this company and advised that they were set up by *** to become my supplier at the beginning of the next monthI inquired if this had been a change set up by the company, they also stated that they would become the company as of 3/1/I contacted ***Who advised that this was untrue, this company is stating they need to confirm from last bill change HAS been made correctlyThis company is using fraudulent business practices to lock people into a contract
I have left a detailed voicemail for customer and I am also replying to complaint here:Customer originally became active with Verde 11/19/Service end date of that original account was 9/21/16.Our telemarketing group called customer on 9/14/and customer re-enrolled account with the 7.49/kwh rate agreementThird Party Verification recording attachedAt time of 2nd enrollment, we offered a $cash back bonus rebate, which I have processedCustomer should receive two $checks within business days.Final day with Verde Energy will be 9/20/(date provided by utility: ***)I have also added customer's phone number to Do Not Call list.Karen M*** Customer Support |Verde Energy USA [redacted] | [redacted] *** | Norwalk, CT
Responded directly to customer via e-mail 4-16-Dear [redacted] This e-mail is in reply to the complaint you filed with the Revdex.comIn early October our web rate was $0.1099/kwh fixed for monthsWe have never offered [redacted] customers a 2-year fixed rateWe do automatically send a welcome letter with terms of service as well as a copy of the rebate form to each new enrollmentI see from your account, that you did mail in your rebate form to get your $rebateI also see that we issued a check in that amount on 12/31/I also see that the check was never cashedI'm not sure why that is, but perhaps we do not have a correct mailing address? [redacted] I'm happy to re-issue the check if you did not receive itI am sorry we could not lower your rate back down to our fixed rate, once your account is put into cancellation, your utility will not allow us to make any further adjustments to your rateI have calculated a refund for the difference in rate from your 2/24/2015-3/24/billYou should receive that $check within business daysWe will send you a refund to reflect the difference from our lowest rate available from your final bill once we receive your usage information from your utilityPlease reply to this email when you get your final bill with Verde Energy and we will issue you a refund check at that time as well [redacted] Customer Support | Verde Energy USA [redacted] ***
copy of email sent on 2/4/15: Dear [redacted] , This email is in response to your dispute filed with the Revdex.comIn 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 change Your official service start date was 4/16/2013, 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 5/13/We have been informed by your utility company that your account will no longer utilize Verde Energy USA for the supply portion of your electric serviceYour service will be returned to your utility on 1/16/ We are processing a $refundThat refund was calculated using your most recent billing from us and multiplying your usage (2,533kwh) by our current fixed rate (.0849) and giving you the difference from what you were originally chargedYou should receive that check in the mail within 10-business days [redacted] Customer Support | Verde Energy USA [redacted]
Responded directly to customer rejection of settlement via e-mail Dear [redacted] This e-mail is in response to your rejection of our settlement We feel we made an equitable offer and consider the inquiry resolvedBest, [redacted] Customer Support [redacted] ***
This company has repeatedly called my home despite our requests and forceful instructions to them to remove our number from their call listThey show up on our caller ID as Whitehall PA with a phone # ###-###-####Each time I have called them and said not to call here any more, they responded with "sorry for the inconvenience" but they have not stopped callingWhat else can be done? We have registered with the "do not call list" several times
I made a second offer to resolve this per the email below but the customer rejected it We think this was a reasonable offer and will honor it if he accepts it Andrew, The notification mailing that I attached to my first email went out via first class mail to all [redacted] customers in February 2013, no active customers were excluded The drop request sent to us by ACE at 6:48PM on 3/19/was immediately followed by another transaction to cancel that transaction since their system picked up the drop we had submitted at 10:38AM that morning I understand you are not happy with the increase in electric costs that you and Verde have experienced In you case I am willing to send another adjustment check for $in addition to the $check I noted in my first email This is the best we can do, if it is not acceptable I will not send the second check.....let me know Regards, Tony Menchaca
Dear [redacted] , This email is in response to the complaint you filed with the Revdex.comI did reply to your call yesterday and sent you an emailIt appears that you were enrolled in our 6-month fixed rate programIf you take a look at the Terms of Service that was on our website when you enrolled, you can see that the fixed rate was for months and that after months, your rate would automatically switch over to the variable rateUnfortunately, in the state of [redacted] we are not required to notify customers when their rate is due to expireAll customers are welcome to call our toll-free number or email us when their fixed rate is about to expire, and they can sign up for another fixed rate, or go to a different supplierThere is no cancellation fee and no contract (minimum stay) with Verde EnergyI have put in a Verde cancellation request to your utilityWe have lowered your rate to our fixed offer of $for any remaining billing cycles with us I have processed a total of checks to equal $186.39: $refund check for the difference in rate from your most recent billing cycleAs an additional courtesy, I have processed two $rebates that were available for you to take advantage of during your first months with VerdeYou should receive these checks in the mail within 10-business days I'm sorry your stay with Verde Energy was not to your satisfactionIf you have additional questions/concerns, please don't hesitate to contact usKaren M*** Customer Support |Verde Energy USA [redacted] ***
replied via email 3/20/15:Dear [redacted] ***,This email is in response to your email and to the complaint you filed with the Revdex.comWhen you enrolled with Verde Energy USA, you enrolled into a 3-MONTH FIXED rateOn 1/15/15, your fixed rate expired, per your terms of service, and your account was automatically switched to a VARIABLE rateThe state of [redacted] requires that we mail you a reminder letter, letting you know that your 3-month fixed rate of $0.0699/kwh was about to expire and that if you wanted to continue with another FIXED rate, you would need to call usOtherwise, your rate would automatically switch to our variable rate.As a one time courtesy, I have issued you a $refund check for the difference in rate from the variable you paid, to our current fixed rate of $0.0899/kwh.You should receive this check in the mail within 10-business daysI have also adjusted your account to our fixed rate of $0.0899/kwhThat rate is FIXED for months and is for 100% green energy, such as solar, wind, hydro, biomass, landfill gas and other renewable power sourcesI am having a new Terms of Service mailed to youWe still have no contract to sign and no cancellation feesOnce again, we will send you a reminder letter before this new rate expiresPlease be sure to respond to the letter to avoid switching back to the variable rate[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Our customer support staff has dealt with [redacted] Tomlin in regards to this account We provided the enrollment verification for the account, issued a $billing adjustment refund check, and dropped the account per the customer's request After additional correspondence we offered to provide another $billing adjustment check but have not heard from [redacted] is this is acceptable to resolve the inquiry This offer remains open
Complaint: [redacted] I am rejecting this response because: They claim I was always on a variable and I want to see in writing where I signed and agreed to this Sincerely, [redacted] ***