Green Mountain Energy

Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings:IssueMs*** is disputing the disconnection of service for electric service at *** *** * *** *** *** ** HistoryOn February 24, 2015, Ms*** contacted GMEC and requested to transfer her electric service account from *** *** * *** *** * effective March 4, to *** *** ***, * effective February 25, and her request was processed. On February 25, 2015, Ms*** contacted GMEC to cancel the transfer of service requestWhile processing the request, Ms*** decided to leave the account disconnection date of March 4, for *** *** * *** ***e, C as is. At that time, Ms*** was advised to contact GMEC back two business days prior to the original disconnection date to make any updates. The GMEC agent then processed a disconnection request for *** *** ***, effective February 26, 2015. On March 4, 2015, Ms*** contacted GMEC to advise that her service at *** *** * *** *** * was disconnected. The agent reviewed the account and completed a new enrollment for the service address. The agent advised that a deposit of $and copy of the lease was required to complete the enrollment. The agent offered deposit alternatives and advised she would attempt to remove the lease hold. On March 5, 2015, Ms*** contacted GMEC for an update for the enrollment. The agent reviewed the account and advised that the deposit request and lease hold was still showing for the account. Ms*** requested to cancel the enrollment request. ResolutionGMEC apologizes for any confusion these proceedings may have caused Ms*** regarding her cancellation of the transfer of service request with us. In reviewing the account, Ms*** requested to have the existing disconnection request for *** *** * *** *** * remain in place for the initial requested date of March 4, 2015. Ms***’ concerns regarding compensation for reimbursement of disputed charges of $due to the enrollment of service being delayed will be referred to our Claims area. The Claims area has up to days to resolve Ms***’s request. On March 17, 2014, An attempt to contact Ms*** was unsuccessful to advise of the referral issued to Claims. If Ms*** has any receipts detailing her expenses during this time, they can be faxed to ###-###-#### for review For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from 8:a.mto 5:p.m. *** ***Customer Support ###-###-####

Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings:IssueMr***’s complaint against Green Mountain Energy Company (“GMEC”) concerns a dispute of his rate plan and delivery charges for electricity service with GMECMr*** states he signed up for at a rate of cents for months; however, his bills are reflecting a price plan of cents for a month term. Mr*** is requesting further assistance into the matter.HistoryAfter researching this complaint GMEC has concluded the following: On 1/12/2015, Mr*** enrolled online for service with GMEC at *** *** *** *** effective for the requested date of 2/6/2015. Mr*** agreed to enroll in the Pollution Free Conserve 100% Wind plan creating account number ***This plan offers an energy charge of $cents per kWh for usage up to kWh and $cents/kWh for all usage above kWh in a billing cycle, a $base charge and *** electric delivery charges of $per month and cents per kWhThe term of this plan is months and it has a $early cancellation fee. Mr***’s enrollment confirmation was sent to the email address of ***@msn.com on 1/12/2015. The confirmation email included links to the terms of service, “Your Rights as a Customer” and electricity facts label (EFL) documents. Later that day, GMEC received a duplicate request from Mr*** to enroll online for service at *** *** *** *** effective for the requested date of 2/5/2015. Mr*** agreed to enroll in the Pollution Free Choice plan creating account number ***This plan offers an energy charge of $cents per kWh, a $base charge and *** electric delivery charges of $per month and cents per kWhThe term of this plan is months and it has a $early cancellation fee. Mr***’s enrollment confirmation was sent to the email address of ***@gmail.com on 1/12/2015. The confirmation email included links to the terms of service, “Your Rights as a Customer” and EFL documents. Our records indicate that GMEC received move-out request through the Energy Reliability Council of Texas (ERCOT) on 2/6/and the service was cancelled on 2/6/due to a new moorder This transaction is sent to notify us that there had been a request made by a customer to drop the current service with GMEC, and a new morequest with another REP. On 2/17/2015, a final invoice for $was sent for the final billing period of 2/5/through 02/6/with Current Charges of $and a Balance Forward of $ On 2/25/2015, an invoice for $for account was sent for the billing period of 2/7/through 02/23/with Current Charges of $and a Balance Forward of $ On 3/5/2015, a payment of $was posted to account number 11654239. On 3/7/2015, Mr*** contacted GMEC to dispute the invoiced charges and pricing reflected on his 2/25/invoice for account number *** stating that the EFL reflects a different price from what was invoiced. The GMEC agent entered a dispute to research the issue on Mr***’s behalf and advised to allow 1-billing cycles for the issue to complete. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr***. A review of Mr***’s accounts confirmed that two separate enrollments were received for the address of *** *** *** *** for the requested dates of 02/05/and 02/06/2015. Mr*** was invoiced in accordance with his EFL of the Pollution Free Conserve 100% Wind plan which reflected the requested date of 02/06/2015. As a courtesy, GMEC will place Mr***’s active account of to the requested price plan of the Pollution Free Choice plan. A corrected invoice will be issued once completed. On March 16, 2015, a GMEC agent attempted to contact Mr*** to provide an explanation of the account. Mr*** also has a direct contact number for a GMEC representative if she needs further assistance. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from a.mto p.m. *** ***Customer Support 713-***

Green Mountain Energy Company (GMEC) apologizes for Ms***’s negative experience however GMEC’s original response to Ms***’s dispute stands per the supporting documentation provided there within.Please contact us at ###-###-#### for any further questions

Green Mountain Energy Company’s Response to Revdex.com Case #*** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings: IssueMr** is disputing a late fee assessed to his GMEC account due to receiving his invoice past the invoice due date. HistoryOn October 27, 2014, Mr** requested service with GMEC to start November 3, 2014. On November 3, 2014, Mr**'s service started with GMEC. On December 5, 2014, an invoice for $for the billing cycle of November 3, to December 2, due December 22, was sent to MrLe. On December 17, 2014, a payment of $posted to Mr*** account. On January 8, 2015, an invoice for $for the billing cycle of December 2, to January 5, due January 26, was sent to MrLe. On January 20, 2015, a payment of $posted to Mr***s account. On February 7, 2015, an invoice for $for the billing cycle of January 5, to February 3, due February 23, was sent to MrLe On February 25, 2015, due to no payment received a late fee of $was assessed to Mr*** account, which would be assessed on the following billing cycle. On February 26, 2015, Mr*** wife, Mrs** contacted GMEC stating she received her GMEC invoice on February 25, with a due date of February 23, The GMEC representative explained to Mrs** invoices are mailed out days from the payment due date to allow time for paymentThe GMEC representative confirmed the February invoice was mailed on February 7, as scheduled and suggested mail service may have been delayed due to recent weather conditionsMrs** then made a payment of $to her GMEC account. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mrand Mrs**. Additionally, GMEC understands mail delivery issues may occur that are beyond the customer's control therefore, the $late fee applied to Ms*** account has been removed to ensure she has a positive customer experience with GMECMr** has been contacted and advised of these proceedings. For any additional questions about this concern, please contact me at ###-###-####. I am available Monday through Friday from 8:a.mto 5:p.m. *** ***Customer Support###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings: IssueMs*** is disputing fees assessed to her electric service account at *** *** *** *** *** ***. HistoryOn September 25, 2014, an invoice for $was sent for the billing period of September 15, through September 23, with Current Charges of $45.11. On October 20, 2014, a disconnection notice for $was sent due by October 30, This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges:• A late payment penalty as described in your contract • $for each disconnection notice we send to you.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable as described in your contract On October 24, 2014, an invoice for $was sent for the billing period of September 23, through October 22, with a Previous Amount Due of $45.11, Late Payment Penalty of $2.26, Disconnect Notice Fee of $and Current Charges of $71.03 Payment was not received by the October 30, disconnection notice due date; therefore, a disconnect request was sent to Oncor Electric Delivery Company (ONCOR). On November 6, 2014, Ms*** contacted GMEC by phone and processed payment for $with a GMEC agent. At that time, a reconnection request was sent to ONCOR. On November 17, 2014, a disconnection notice for $was sent due by December 1, This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges:• A late payment penalty as described in your contract • $for each disconnection notice we send to you.• $each time we process a transaction requesting that the TDSP disconnect service• $each time we process a transaction requesting that the TDSP reconnect service.• $for payment returned for insufficient funds.• An early cancellation fee, if applicable as described in your contract On November 24, 2014, an invoice for $was sent for the billing period of October 22, through November 20, with a Balance Forward of $38.40, Disconnect Notice Fee of $20.00, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $1.92, and Current Charges of $78.04Payment was not received by the December 1, disconnection notice due date; therefore, a disconnect request was sent to ONCOR. On December 2, 2014, Ms*** contacted GMEC’s interactive voice system (IVR) requesting an extension and her request was denied due to the payment history on the account. Later on December 2, 2014, Ms*** contacted GMEC to advise that she will make a payment for the balance on December 8, On December 8, 2014, Ms*** contacted GMEC by phone and processed payment for $with a GMEC agent. At that time, a reconnection request was sent to ONCOR. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms***A review of Ms***’s account determined that she was invoiced in accordance with her Terms of Service. A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed. A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account. Any fees assessed to Ms***’s account were disclosed in her Terms of Service and on the disconnect notices sent. As one-time courtesy, late fees totaling $4.18, disconnection notice fees totaling $40.00, a reconnect request fee of $and a disconnect request fee of $have been credited to the account. Multiple attempts to contact Ms*** and provide an update have been unsuccessful; however, voice mail messages have been left providing my contact number. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m. *** ***Customer Support###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings: Issue Ms*** is requesting a refund of an inadvertent payment to GMEC History On December 12, 2014, Ms*** contacted GMEC to advise that a payment was issued in error for $2,to GMEC instead of the intended company. The agent attempted to locate a corresponding GMEC account and was unable to. The agent then advised to supporting documentation showing the payment had cleared was to be sent in to GME's Remittance Processing area. On December 15, 2014, Ms*** contacted GMEC to inquire on the payment issued in error to GMEC. Ms*** stated that the previous GME account information could not be located. The GMEC agent advised to fax in or email proof of payment to assist in locating the payment to begin the refund process. Ms*** stated that the information has been faxed in previously. Resolution On December 18, 2014, a GMEC agent contacted Ms*** and advised that the payment for $2,was located and that a refund check would be generated to the mailing address of *** *** *** ***; Rosenberg, TX ***. A request was submitted to have the refund check sent by certified mail delivery.GMEC values our customers and appreciates the opportunity to review Ms***’s concerns. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m. *** ***Customer Support###-###-####

Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings: IssueMr* *** is disputing the invoiced balance for his electric service account at *** *** *** *** *** ***. HistoryOn November 14, 2014, an invoice for $was sent for the billing period of October 14, through November 11, with Current Charges of $78.01. On December 2, 2014, a one-time bank draft payment of $was posted to the account. On December 9, 2014, Mr* *** contacted GMEC and requested to transfer his electric service account from *** *** *** *** *** effective December 15, to *** *** *** *** *** effective December 15, and his request was processed. On December 16, 2014, an invoice for $was sent for the billing period of November 12, through December 12, with Current Charges of $177.02. On December 17, 2014, a final invoice was sent for the billing period of December 12, through December 15, with a Balance Forward of $and Current Charges of $19.04. Later on December 17, 2014, Mr* *** contacted GMEC for an explanation of the account balanceThe GMEC representative provided Mr* *** with an explanation of his billing and charges. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr***. A review of Mr***'s account determined that the account has been invoiced in accordance with his Terms of ServiceAt this time no adjustments are warranted. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m. *** ***Customer Support###-###-####

Green Mountain Energy Company’s Response to Revdex.com Case # ***At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a summary of our
findings:IssueMs*** is disputing the timeframe to receive a $gift card for his electric service account at *** *** *** ***.HistoryOn March 10, 2014, an online enrollment request was received from Ms*** requesting to enroll the electric service account at *** *** *** *** effective the next effective date. Ms*** agreed to enroll in GMEC's Pollution Free Smart 6. The details of the Pollution Free Smart price plan consists of an energy charge of $per kWh, $monthly base charge, and $advance metering charge. The term of this price plan is months with a $early cancellation fee. During the online enrollment, an email was sent to ***@YAHOO.COM which included links to the $gift card incentive, terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL).On July 30, 2014, a contract expiration notice (CEN) was sent to Ms*** advising that her current price plan was expiring effective the meter read on or after September1, and that if another price plan was not selected by this date, his account would transition to GME's Pollution Free Extend plan. Additionally, this notice provided Ms*** with information regarding GMEC's Pollution Free Extend plan.On August 25, 2014, Ms*** contacted GMEC about the status of the gift card promotion. Ms*** advised that she submitted the proper documentation including the Gift Card Form and had not received a responseAt that time, an investigation was submitted requesting the status of the $gift card.On October 21, 2014, Ms*** contacted GMEC about the status of the gift card incentive. The GMEC agent advised that a inquiry would be issued for an update to the incentiveOn January 2, 2015, Ms*** emailed GMEC about the status of the gift card incentive. A response was issued the same date stating that a request was sent for an update to the investigation.ResolutionGMEC apologizes for any miscommunication or confusion these proceedings may have caused. As previously stated, GMEC does provide with $gift card for enrolling in new electric service under the available plan of the Green Mountain Energy Company Pollution Free Smart plan. GMEC's records indicate that verification of the gift card was delivered to Ms*** on October 16, by email to ***@YAHOO.COM. A second request will be processed and Ms*** will be contacted to verify the email would be received. The terms of the $gift card promotion state that the customer would need have active service for days with no late payments, collections status, or overdue accounts to be eligible. Ms*** was entitled to receive the gift card based on the account status. Continuing service was not a requirement to receive the gift card after the day period was fulfilled. Unfortunately, we are unable to honor a bill credit for charges for the difference between the GMEC's Pollution Free Smart price plan and GMEC's Pollution Free Extend plan.For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from a.mto p.m. *** ***Customer Support###-###-####

Green Mountain Energy received Mr*** ***’s complaint on December 22, 2014. The following outlines his claims and our resolution.Mr*** enrolled the account in person with a Green Mountain Energy representative on June 10, 2014. During enrollment, Mr*** stated he
was an authorized user on the account. Mr*** enrolled the account into a month to month variable supply price program. As part of the enrollment, Mr*** was presented with and accepted all required disclosures including the key terms which included that the supply price was variable and that Green Mountain does not guarantee savings over ComEd’s rates during the term of this Agreement. Following the enrollment, Mr*** was also mailed a copy of our Sales Agreement detailing the full terms, which further explains the variable supply price. Mr*** did not contact Green Mountain prior to filing this complaintUpon receiving this complaint, Green Mountain attempted to contact Mr*** on December 23, 30, and 31, Unfortunately, we were unable to reach Mr*** Should he return our call, we will work to resolve his complaint. Until then, we consider this matter closed. Please let us know if you need any additional information regarding this case. *** ***Customer Service Supervisor*** *** *** *** ***
*** ** ***###-###-#### (p)###-###-#### (f)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **

Tell us why here...Green Mountain Energy Company’s Response to Revdex.com Case # *** At Green Mountain Energy Company (GMEC), we take complaints very seriously. We always appreciate hearing from our customers and want to ensure their concerns are addressed. Please see below for a
summary of our findings: IssueMr*** disputes the invoiced charges for his electric service at *** *** *** ***. HistoryOn January 26, 2015, an invoice for $was sent for the billing period of December 18, through January 21, with Current Charges of $332.33. On January 29, 2015, Ms*** ***, an authorized representative on behalf of Mr***, contacted GMEC concerning a high bill. The GMEC representative advised that the increased invoice was due to increased usage and addressed possible reasons for the increase such as lower than temperatures. Ms*** requested a payment arrangement and the GMEC representative granted an extension until March 3, 2015. ResolutionOn January 30, 2015, a GMEC representative contacted Ms*** and advised that a request has been submitted to Centerpoint Energy to confirm usage and she will be contacted after a response is received. For any additional questions about this concern, please contact me at the number belowI’m available Monday through Friday from a.mto p.m. *** ***Customer Support###-###-####

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.
Regards,
[redacted]

[redacted]
[redacted] April 11, 2015Dear Ms. [redacted]:This letter is written in response to the complaint against Green
Mountain Energy. My original contract was for a residential service which began
in Jan. 2013. Beginning in July of 2013 we were switching a commercial well
over to their company. There were no problems with the billing until the second
switch occurred.These bills were to be kept separate as indicated on the contract.
I paid our house bill for $130.67 on July 25, 2013, and the same day received
another bill for the house for $127. 70. I immediately contacted the company
trying to figure out why I had a second bill, but could not get any assistance
in resolving the problem.National One Energy had originally written the contract, so I
finally contacted a representative and was advised not to pay late fees until
the matter had been resolved. I was provided with the address of Ms. [redacted]
[redacted], a customer service representative. We visited several times, and I
felt the problems of incorrect billing and late fees would be corrected.The first disconnect notice was mailed on August, 15, 2013, the
second on September 10, 2013, and a third on October 14, 2013. I was still
being billed for late fees.Examples of inefficiency: Green Mountain Energy returned two of my
checks on October 11, 2013, which were dated September 2, 2013. I re-sent the checks on October 11,
2013, the date they were due, which made another late fee.Another check was mailed on July 1, 2014. I received another
disconnect notice in July of 2014. However, someone called me about non-payment
of bill. I told the woman the check
had been mailed on July 1, 2014. She called me the same day stating the check
had been received on July 16, 2014. So that makes for another late payment.I have never had any problem with any other company receiving
payment in such a bizarre matter.Sincerely,[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:  IssueMs. [redacted] states that the electric service account at [redacted]e was switched to GMEC without authorization. HistoryOn December 26, 2014, Mr. [redacted] via a GMEC door to door sales agent contacted GMEC and agreed to enroll his electric service account at [redacted]e to GMEC effective December 29, 2014.  Mr. [redacted] was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment.  On December 29, 2014, Mr. [redacted]’s daughter [redacted] contacted GMEC on behalf of Mr. [redacted] requesting that GMEC reinstate the electric service account with the previous retail electric provider (REP). At that time, Mr. [redacted] provided authorization to discuss his account with Ms. [redacted].  The GMEC representative advised Ms. [redacted] that the account is eligible to be reinstated with the previous retail electric provider and transferred the call to a GMEC supervisor for assistance. The GMEC supervisor advised Ms. [redacted] to contact the previous REP and request the electric service account be reinstated. Later On December 29, 2014, GMEC received notification that the electric service at [redacted]e was being closed out of Mr. [redacted]’s name effective December 30, 2014.  On January 3, 2015, a final invoice for $18.57 was sent for the billing period of December 29, 2014 through December 30, 2014 with current charges of $18.57. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr. [redacted].  A review of Mr. [redacted]'s account determined that the account has been invoiced in accordance with his Terms of Service.  In reviewing the account, there was no cancellation fee applied towards the final bill issued for the account. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.   [redacted]Customer Support###-###-####

Complaint: [redacted]
I am rejecting this response because: Green Mountain has failed to remove collection report on all three credit bureaus, Equifax, Experian and tran union.has they had agreed to do back in August of last year, this has damaged my credit and has yet to be resolved.   Its been since August, 2014 and here it is February 21,2015
Regards,
[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.
Regards,
[redacted]

Green Mountain Energy Company’s Response to Revdex.com Case # [redacted] At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our...

findings:  IssueMr. [redacted] is requesting compensation due to an incomplete enrollment request for [redacted]. HistoryOn November 7, 21014,   Mr. [redacted] contacted GMEC and agreed to enroll the electric service at [redacted] effective November 7, 2014.  During Mr. [redacted]’s enrollment, GMEC received a security notification from the credit bureau for Mr. [redacted]’s account. The GMEC representative advised him of the security notification and requested that Mr. [redacted] fax a copy of his identification for review. Mr. [redacted]’s identification was not received and verified; therefore, his enrollment request expired on December 10, 2014.  On December 11, 2014, Mr. [redacted] contacted GMEC via email requesting log-in assistance with GMEC’s Online Account Management (OAM). The GMEC representative replied to Mr. [redacted]’s inquiry, stating that he does not have service with GMEC and his enrollment request expired. Mr. [redacted] was advised to contact GMEC customer care to complete his enrollment request. Later on December 11, 2014, Mr. [redacted] contacted GMEC and agreed to enroll the electric service at [redacted] effective December 12, 2014. During Mr. [redacted]’s enrollment, GMEC received a security notification from the credit bureau for Mr. [redacted]’s account. The GMEC representative advised him of the security notification and requested that Mr. [redacted] fax a copy of his identification for review. On December 12, 2014, Mr. [redacted]’s identification was received and verified and at that time, a request was processed to release the enrollment. On January 6, 2015, multiple contacts were received by Mr. [redacted] requesting compensation due to an incomplete enrollment request, stating that he provided his identification and received confirmation of the enrollment completion. He requested to speak with a supervisor and his call was connected. The GMEC supervisor advised Mr. [redacted] that GMEC records do not reflect that that his identification was received and compensation will not be provided. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr. [redacted].  A review of Mr. [redacted]’s account determined that the account has been invoiced in accordance with his Terms of Service. GMEC’s records do not indicate any identification that was received prior to December 12, 2014. As a one-time courtesy, a credit of $50.00 has been applied to Mr. [redacted]’s account for customer experience. For any additional questions about this concern, please contact me at 713-488-5497.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.   [redacted]Customer Support

Tell us why here...April 1, 2015This letter is written in response to complaint ID [redacted] regarding Ms. [redacted]. Ms. [redacted] entered into an Energy Service Agreement with Green MountainEnergy in September 2012 under the business name of [redacted]. Thecontract begin date was scheduled to...

commence June 29, 2013 for two meters; onelocated at [redacted], Stephenville, Texas and the other at [redacted], Stephenville, Texas. A copy of the contract is attached to thisresponse for your records. Ms. [redacted] worked with the brokerage firm ofNational One Energy. The meters were enrolled on July 1, 2013.On September 9, 2013 I received a telephone call from Ms. [redacted] in regard toher Green Mountain Energy electricity account. Ms. [redacted] explained that shehad been given my contact information from [redacted] with National OneEnergy and that he had advised her that I would take care of getting late feeswaived on her account. After speaking with Ms. [redacted] I reached out to Mr.[redacted] to obtain some additional information. Attached you will find theemailed correspondence between Mr. [redacted] and myself in regard to Ms.[redacted]'s account. Ms. [redacted] had initially enrolled her residence account with Green MountainEnergy Residential Division. At the time that a renewal contract was signed forthe consumer's commercial account, Ms. [redacted]'s husband signed a contract forboth their home and their commercial meter on the same commercial contract, theone that began July 1, 2013. Due to the change in account number for her residentialaccount, as well as receiving her home and commercial account on the sameinvoice was confusing for Ms. [redacted], and we apologize for the confusion thatchange may have caused. Green Mountain residential and commercial are twoseparate divisions located in different offices, and at that time, were usingdifferent billing platforms.At the time that Ms. [redacted] reached out to me there were no late fees assessedto her commercial account. Perhaps there was a late fee on her residentialinvoice; unfortunately, I do not recall. Had Ms. [redacted] contacted me after shehad a late fee applied, I would have been more than happy to waive the late feeas an annual one-time courtesy. However, agreeing to waive a late fee as aone-time courtesy does not indicate that every late fee assessed over the lifeof the account would be waived. Ms. [redacted]'s Green Mountain Energy account wasenforce for a 12 month period. During the course of that year Ms. [redacted] wasassessed some small late fees due to short-paying invoices. The $24.00 that Ms.[redacted] references in her complaint letter consists of a $9.00 late fee and a$15.00 disconnection letter fee. Those fees were assessed in July 2014. A copyof that invoice is attached for your records. In closing, if Ms. [redacted]'s commercial account had had a late fee assessed atthe time that she and I spoke I would have most certainly waived the fee. HadMs. [redacted] reached out to me again after she was in fact assessed a late fee, Iwould have been happy to waive the fee. Agreeing to waive a late fee as aone-time annual courtesy does not indicate that all late fees that may beassessed in the future would be waived. Additionally, Green Mountain Energy hasthousands of customer accounts and as such we would not be able to monitorindividual accounts every month to check for late fees. Ms. [redacted] could havecontacted me at any time to request a late fee waiver; the only time that Ispoke with Ms. [redacted] was on September 9, 2013.Sincerely,[redacted]Director Customer CareGreen Mountain Energy CompanySmall Business Division