0px;"> [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 $0.0999/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 rateVerde Energy is not required to contact MA customers when their rate is about to expire, but since you were under that impression, I am processing a $refund for the difference in rate from your final two bills that had Verde as your supplierVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive this check in the mail within 10-business daysYour account is no longer active with Verde Energy and I have added your phone number to our Do Not Call listIf you have any questions, please don't hesitate to reply to this email Karen M [redacted] Customer Support | Verde Energy USA [redacted] | Norwalk, CT
Replied directly to customer via e-mail dated 5-12-Dear [redacted] , This e-mail is in response to your calls to our customer service center as well as the compliant you filed with the Revdex.com Your actual drop date with Verde Energy is April 28thThe request to change to another supplier came to us on March 27thThe date to end your account with Verde and start with another supplier was actually April 27th and is controlled solely by [redacted] The corrected refund amount represents a credit based on our current fixed rateWe are not able to refund your bill in full as the electricity must be paid for We apologize for the calculation error but we are not required to refund in any scenario, and we do as a courtesy to our customersThe $was an error and we have previously followed up with you and have refunded you the the actual difference vsvariable & fixed (as a courtesy)Best, [redacted] Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] This email is in response to the complaint you filed with the Revdex.comVerde Energy apologizes for having called your number which you indicated was on the Do Not Call list (DNC)For your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called again I am the point person for contacting all of our telemarketing groupsI have added your phone number, ###-###-####, to our internal DNC list, as well as requested this number be removed from any dial list of our outbound telemarketing services All my best to you, and thank you for taking the time to give us this feedbackKaren M***Customer Support |Verde Energy USA [redacted] | Norwalk, CT
We sent the customer the following emailMs***,We received a copy of your inquiry.Your account entered service with Verde on 9/19/in a month fixed rate of $0.1049/KWH for 100% renewable energy We mailed you a notice on 8/19/indicating that the fixed rate would end in October and become a variable rate We also allow any variable rate customer to switch to our then current fixed rate offer for new customers at any point in time.I see that you have cancelled your account with Verde As a courtesy we will send you a billing adjustment check for $which lowers the effective rate for your most recent bill to $0.1049/KWH.Regards,Verde Energy Customer Support
We sent the customer the following email today [redacted] ***, normal;">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
sent email:Dear [redacted] This email is in reply to the complaint you filed with the Revdex.com Please accept my sincerest apologies for the phone call you received from Verde EnergyWe do not authorize our Telemarketing agents to make ANY phone calls on SundaysI have put in a Do Not Call request to our Telemarketing providers and have also added you to our own Do Not Call listI thank you for contacting us and letting us know of this problem.Master DNC List Search ResultsPhone NumberDate Added [redacted] 6/29/ Please feel free to reply to this email with any additional concerns[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] ***, This email is in response to the complaint you filed with the Revdex.comVerde Energy apologizes for having called your number and for any inconvenience this has caused For your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called againI am the point person for contacting all of our telemarketing groupsI have added your phone number to all of our Do Not Contact lists as well as personally requested that your phone number be added to DNC lists for our subsidiariesI have also shared your feedback with the manager of our telemarketing group.Thank you for your patience in this matter and we wish you health and happiness in the new year,Karen M*** Customer Support |Verde Energy USA [redacted] | Norwalk, CT 06851Tell us why here
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]
Complaint: [redacted] Karen, Yes I have spoken to Stephanie and she sent me past billings that Verde considers dueThere were several that had already been paid by me through [redacted] that I disputedI have not heard back from Verde regarding these discrepancies other than "we will work with you"So yes, I have agreed to pay what I owe, but I do not agree with you on what I owe 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, Andy Christian
We sent the customer the following email Ms***, We received a copy of your inquiryYour account entered service with Verde on 9/19/in a month fixed rate of $0.1049/KWH for 100% renewable energy We mailed you a notice on 8/19/indicating that the fixed rate would end in October and become a variable rate We also allow any variable rate customer to switch to our then current fixed rate offer for new customers at any point in timeI see that you have cancelled your account with Verde As a courtesy we will send you a billing adjustment check for $which lowers the effective rate for your most recent bill to $0.1049/KWHRegards, Verde Energy Customer Support
Complaint: [redacted] I am rejecting this response because the company has not addressed its failure to refund all of the other overcharges resulting from its failure to obtain a written (or oral) contract or to bill me in accordance with reasonable rates for the relevant time periodsMoreover, its response-i.ethat Verde became my energy supplier in following assignment of my account from [redacted] (***) is completely irrelevant inasmuch as I never had a contract or other informal agreement for electric supply with [redacted] eitherSincerely, [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 tried to call your cell phone, per your request to our toll-free operator, but there is no answer and no ability for me to leave a message The first call we ever received from you is on Tuesday, March 3rd, where you claim that you had called earlier in January and been promised a fixed rate of .0899/kwh (your Revdex.com complaint quotes .085/kwh)I have done a complete search for incoming calls to our office and see no other calls before March 3, Verde Energy has NEVER offered [redacted] customers a rate of .0899/kwh (nor .085/kwh)If you called before March 3rd, the rate you would have been offered was .1149/kwhI have adjusted your account to that 4-month fixed rate of .1149/kwh and issued you a refund of $for the difference in the variable you paid to this fixed rate, for the billing cycle 1/8/15-2/5/As a courtesy, I have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get your checks in the mail within business daysThe .1149/kwh rate is fixed for monthsYour rate will automatically switch to our variable rate at the end of that 4-month periodYou will need to contact us again if you want to avoid switching back to the variable rateIt sometimes takes the utility two billing cycles to adjust your rate, so please contact us again if your rate is not .1149/kwh on your 2/6/15-3/6/bill If you have any questions/concerns please feel free to reply to this email [redacted] Customer Support | Verde Energy USA [redacted] ***
The Wizeman account began service with Verde Energy is September The account was on a monthly variable rate which started at $0.1065/KWH and was dropped to $0.0990/KWH in February The rate increased later in as a result of increases in energy supply costs The account was dropped per the customer's request on 2/6/and will drop service at the end of the next billing cycle on 3/12/
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] [redacted] While he did not address the fact that we were not notified after months of the new rate, the resolution is fine
We sent the customer the following email today: [redacted] ,We received your Revdex.com inquiry We mail a notice via first class mail to CT customers when their fixed rate is about to expire or if their variable rate is about to increase by more than 25% The notice also lets the customer know that they can switch to our existing fixed rate offer at any time (currently $0.1149/KWH month fixed rate) If you would like to enroll in our fixed rate offer please call our customer support staff at ###-###-####.Regards,Verde Energy Customer Support
Two follow up items on this inquiry. 1. Terms of Service; I have attached the TOS that was mailed to this DEG customer at the time their account was assigned to Verde. Item 1 indicates that the rate will be a monthly variable rate after one year of service from their enrollment with DEG. For this account one year ended in February 2013 and a check for $42.85 was sent to the customer as their 3% rebate. The $0.0990/KWH rate did not change until June of 2103 when it began to increase because of increases in Verde's energy supply costs. 2. Cancellation: This was submitted to the utility the same day it was requested by the customer on 2/4/13. The account will leave Verde service at the end of the current billing period on 3/12/14. There was no delay in processing this cancellation.
Emailed customer directly on 6/21/16:Dear [redacted] This email is in response to the complaint you filed with the BBB. I have looked up your account and see that you originally enrolled the account with Verde Energy for a 4-month fixed rate of $0.1149/kwh. You received that rate for... 4 billing cycles. After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our VARIABLE rate. There was a call made in August of 2015 where you requested to be put on the new 6-month fixed rate of $0.0999/kwh. At that time, we also issued you a refund check for the difference in rate from your June/July bill ($32.90) as well as a check for $25 thanking you for remaining with Verde Energy. We also processed your $75 rebate. We adjusted your rate and you received the agreed upon .0999/kwh rate for 6 months. Per your Terms of Service, after the 6 months, your rate automatically switched to our VARIABLE rate at the time: $0.1899/kwh and continued on the variable rate. I see that your account has been scheduled for cancellation from Verde on 7/12/16. I have adjusted your rate to our current fixed rate of $0.0949/kwh for the final bill with Verde. We are processing a $39.05 refund for the difference in rate from your highest billing. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. You should receive the check in the mail within 10-15 business days.If you have any questions, please don't hesitate to reply to this email. Karen M*** Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851
We thing the $we offered is equitable in the context of the $check that has already been provided and the savings the account experienced for almost years
0px;"> [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 $0.0999/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 rateVerde Energy is not required to contact MA customers when their rate is about to expire, but since you were under that impression, I am processing a $refund for the difference in rate from your final two bills that had Verde as your supplierVerde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesyYou should receive this check in the mail within 10-business daysYour account is no longer active with Verde Energy and I have added your phone number to our Do Not Call listIf you have any questions, please don't hesitate to reply to this email Karen M [redacted] Customer Support | Verde Energy USA [redacted] | Norwalk, CT
Replied directly to customer via e-mail dated 5-12-Dear [redacted] , This e-mail is in response to your calls to our customer service center as well as the compliant you filed with the Revdex.com Your actual drop date with Verde Energy is April 28thThe request to change to another supplier came to us on March 27thThe date to end your account with Verde and start with another supplier was actually April 27th and is controlled solely by [redacted] The corrected refund amount represents a credit based on our current fixed rateWe are not able to refund your bill in full as the electricity must be paid for We apologize for the calculation error but we are not required to refund in any scenario, and we do as a courtesy to our customersThe $was an error and we have previously followed up with you and have refunded you the the actual difference vsvariable & fixed (as a courtesy)Best, [redacted] Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] This email is in response to the complaint you filed with the Revdex.comVerde Energy apologizes for having called your number which you indicated was on the Do Not Call list (DNC)For your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called again I am the point person for contacting all of our telemarketing groupsI have added your phone number, ###-###-####, to our internal DNC list, as well as requested this number be removed from any dial list of our outbound telemarketing services All my best to you, and thank you for taking the time to give us this feedbackKaren M***Customer Support |Verde Energy USA [redacted] | Norwalk, CT
We sent the customer the following emailMs***,We received a copy of your inquiry.Your account entered service with Verde on 9/19/in a month fixed rate of $0.1049/KWH for 100% renewable energy We mailed you a notice on 8/19/indicating that the fixed rate would end in October and become a variable rate We also allow any variable rate customer to switch to our then current fixed rate offer for new customers at any point in time.I see that you have cancelled your account with Verde As a courtesy we will send you a billing adjustment check for $which lowers the effective rate for your most recent bill to $0.1049/KWH.Regards,Verde Energy Customer Support
We sent the customer the following email today [redacted] ***, normal;">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
sent email:Dear [redacted] This email is in reply to the complaint you filed with the Revdex.com Please accept my sincerest apologies for the phone call you received from Verde EnergyWe do not authorize our Telemarketing agents to make ANY phone calls on SundaysI have put in a Do Not Call request to our Telemarketing providers and have also added you to our own Do Not Call listI thank you for contacting us and letting us know of this problem.Master DNC List Search ResultsPhone NumberDate Added [redacted] 6/29/ Please feel free to reply to this email with any additional concerns[redacted] ***Customer Support | Verde Energy USA [redacted] ***
Dear [redacted] ***, This email is in response to the complaint you filed with the Revdex.comVerde Energy apologizes for having called your number and for any inconvenience this has caused For your reference, Verde utilizes a third party service provider to comply with all Federal and state telemarketing DNC regulationsAll phone lists are scrubbed against the Federal DNC list and any state DNC list every daysWe also maintain an internal DNC list which contains the phone number of any person who asks to not be called againI am the point person for contacting all of our telemarketing groupsI have added your phone number to all of our Do Not Contact lists as well as personally requested that your phone number be added to DNC lists for our subsidiariesI have also shared your feedback with the manager of our telemarketing group.Thank you for your patience in this matter and we wish you health and happiness in the new year,Karen M*** Customer Support |Verde Energy USA [redacted] | Norwalk, CT 06851Tell us why here
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]
Complaint: [redacted] Karen, Yes I have spoken to Stephanie and she sent me past billings that Verde considers dueThere were several that had already been paid by me through [redacted] that I disputedI have not heard back from Verde regarding these discrepancies other than "we will work with you"So yes, I have agreed to pay what I owe, but I do not agree with you on what I owe 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, Andy Christian
We sent the customer the following email Ms***, We received a copy of your inquiryYour account entered service with Verde on 9/19/in a month fixed rate of $0.1049/KWH for 100% renewable energy We mailed you a notice on 8/19/indicating that the fixed rate would end in October and become a variable rate We also allow any variable rate customer to switch to our then current fixed rate offer for new customers at any point in timeI see that you have cancelled your account with Verde As a courtesy we will send you a billing adjustment check for $which lowers the effective rate for your most recent bill to $0.1049/KWHRegards, Verde Energy Customer Support
Complaint: [redacted] I am rejecting this response because the company has not addressed its failure to refund all of the other overcharges resulting from its failure to obtain a written (or oral) contract or to bill me in accordance with reasonable rates for the relevant time periodsMoreover, its response-i.ethat Verde became my energy supplier in following assignment of my account from [redacted] (***) is completely irrelevant inasmuch as I never had a contract or other informal agreement for electric supply with [redacted] eitherSincerely, [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 tried to call your cell phone, per your request to our toll-free operator, but there is no answer and no ability for me to leave a message The first call we ever received from you is on Tuesday, March 3rd, where you claim that you had called earlier in January and been promised a fixed rate of .0899/kwh (your Revdex.com complaint quotes .085/kwh)I have done a complete search for incoming calls to our office and see no other calls before March 3, Verde Energy has NEVER offered [redacted] customers a rate of .0899/kwh (nor .085/kwh)If you called before March 3rd, the rate you would have been offered was .1149/kwhI have adjusted your account to that 4-month fixed rate of .1149/kwh and issued you a refund of $for the difference in the variable you paid to this fixed rate, for the billing cycle 1/8/15-2/5/As a courtesy, I have also processed the $rebate that was available for you to take advantage of during the first 6-months of your enrollmentYou should get your checks in the mail within business daysThe .1149/kwh rate is fixed for monthsYour rate will automatically switch to our variable rate at the end of that 4-month periodYou will need to contact us again if you want to avoid switching back to the variable rateIt sometimes takes the utility two billing cycles to adjust your rate, so please contact us again if your rate is not .1149/kwh on your 2/6/15-3/6/bill If you have any questions/concerns please feel free to reply to this email [redacted] Customer Support | Verde Energy USA [redacted] ***
The Wizeman account began service with Verde Energy is September The account was on a monthly variable rate which started at $0.1065/KWH and was dropped to $0.0990/KWH in February The rate increased later in as a result of increases in energy supply costs The account was dropped per the customer's request on 2/6/and will drop service at the end of the next billing cycle on 3/12/
As you can see from the attachments we have handled this customer per their terms of service and have offered them $as good will payments
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] [redacted] While he did not address the fact that we were not notified after months of the new rate, the resolution is fine
We sent the customer the following email today: [redacted] ,We received your Revdex.com inquiry We mail a notice via first class mail to CT customers when their fixed rate is about to expire or if their variable rate is about to increase by more than 25% The notice also lets the customer know that they can switch to our existing fixed rate offer at any time (currently $0.1149/KWH month fixed rate) If you would like to enroll in our fixed rate offer please call our customer support staff at ###-###-####.Regards,Verde Energy Customer Support
Two follow up items on this inquiry. 1. Terms of Service; I have attached the TOS that was mailed to this DEG customer at the time their account was assigned to Verde. Item 1 indicates that the rate will be a monthly variable rate after one year of service from their enrollment with DEG. For this account one year ended in February 2013 and a check for $42.85 was sent to the customer as their 3% rebate. The $0.0990/KWH rate did not change until June of 2103 when it began to increase because of increases in Verde's energy supply costs. 2. Cancellation: This was submitted to the utility the same day it was requested by the customer on 2/4/13. The account will leave Verde service at the end of the current billing period on 3/12/14. There was no delay in processing this cancellation.
Emailed customer directly on 6/21/16:Dear [redacted] This email is in response to the complaint you filed with the BBB. I have looked up your account and see that you originally enrolled the account with Verde Energy for a 4-month fixed rate of $0.1149/kwh. You received that rate for... 4 billing cycles. After your fixed rate expired, per the Terms of Service mailed to your address, the account switched automatically to our VARIABLE rate. There was a call made in August of 2015 where you requested to be put on the new 6-month fixed rate of $0.0999/kwh. At that time, we also issued you a refund check for the difference in rate from your June/July bill ($32.90) as well as a check for $25 thanking you for remaining with Verde Energy. We also processed your $75 rebate. We adjusted your rate and you received the agreed upon .0999/kwh rate for 6 months. Per your Terms of Service, after the 6 months, your rate automatically switched to our VARIABLE rate at the time: $0.1899/kwh and continued on the variable rate. I see that your account has been scheduled for cancellation from Verde on 7/12/16. I have adjusted your rate to our current fixed rate of $0.0949/kwh for the final bill with Verde. We are processing a $39.05 refund for the difference in rate from your highest billing. Verde Energy is not required to offer any refunds on the variable rate pricing and we do so only as a courtesy. You should receive the check in the mail within 10-15 business days.If you have any questions, please don't hesitate to reply to this email. Karen M*** Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851
We thing the $we offered is equitable in the context of the $check that has already been provided and the savings the account experienced for almost years