Green Mountain Energy

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

our findings: IssueMs. [redacted] states that her electric service account at [redacted] was accessed by an unauthorized party and her personal information was compromised.  Ms. [redacted] is requesting credit/fraud protection and a bill adjustment.  ResolutionA review of Ms. [redacted]’s account determined that a GMEC customer service representative failed to properly end Ms. [redacted]’s session through GMEC’s operating system at the conclusion of her account status call on January 26, 2015. The next customer who called in (“Subsequent Caller”) wanted to add another individual as an authorized party to her account. Unfortunately, due to the fact that Ms. [redacted]’s session was not properly closed out in GMEC’s operating system, the individual was erroneously added to Ms. [redacted]’s account as an authorized party (rather than being added as an authorized party to the Subsequent Caller’s account). The Subsequent Caller requested a Credit Reference Letter, and in connection therewith, certain of Ms. [redacted]’s information - her name, Green Mountain Energy account number, service address, service initiation date, and high level payment history - were inadvertently provided via email to the Subsequent Caller. However, none of Ms. [redacted]’s sensitive personal information, such as her social security number or bank draft information, were disclosed. GMEC apologizes for this incident and any inconvenience it may have caused. We are taking extra precautions with respect to both Ms. [redacted]’s account and our internal processes. Specifically, we have reviewed Ms. [redacted]’s account activity and determined that, other than the incident described above, no inappropriate access to her GMEC account has occurred. Additionally, we have flagged Ms. [redacted]’s account to require that anyone trying to access her account respond to additional security questions before access is granted.    We made several attempts to contact Ms. [redacted]. While these attempts have been unsuccessful we left a voicemail message in each instance. In addition, we sent Ms. [redacted] a letter detailing the information above. We want Ms. [redacted]’s experience with GMEC to be as positive as possible, and have provided her with a $25.00 account credit as a token of our gratitude for her support. For any additional questions about this complaint, 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: [redacted] calls everytime I am in the car or working and I can not take calls at work.  I asked her to call during the morning hours.  I will not accept what takes them .48 cents to send out a piece of paper that costa me $20.00 and then another $40.00.  Thats a rip off.  Not to mention when I call them they will not extend services like other companies do.  I am a senior and get paid once a month on the second Wednesday of the month and Green Mountain should be more understanding of peoples situations.If I could go with another company I would.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:IssueMs. [redacted] is disputing her GMEC account being subject to collections agency activity. Ms. [redacted] states she scheduled a November and December payment that did not post to her GMEC account. Additionally, Ms. [redacted] is disputing her monthly invoiced amounts. History               From January 10, 2010 to September 5, 2014, Ms. [redacted]'s account was billed on the Pollution Free variable rate plan, due to not selecting a fixed rate plan once her term product ended. During this time Ms. [redacted] was invoiced according to the Pollution Free Terms of Service, additionally all subsequent invoices sent to Ms. [redacted] stated the following: "If you are on a variable rate price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges and Credits." For information about the price that will be charged  on your next bill, or to find out about your fixed rate products that offer greater price stability, please call Customer Care at ###-###-####."  No plan changes have been requested therefore Ms. [redacted]'s GME account remained on the Pollution Free variable rate plan. On June 23, 2014, an invoice for $714.44  was sent for the billing period of May 19, 2014  to June 19, 2014  with a balance forward of $292.27 and a current balance of $ 407.46 due July 9, 2014. On July 10, 2014 a disconnection notice for $292.27 was sent to [redacted]s with a due date of July 21, 2014. On July 15, 2014, a payment of $300.00 posted to Ms. [redacted]'s account. On July 23, 2014, an invoice for $935.19 was sent for the billing period of June 19, 2014 to July 21, 2014 with a balance forward of $414.44 and a current balance of $520.75 due August 8, 2014. On July 25, 2014, Ms. [redacted] contacted GMEC requesting her current account balance. The GMEC representative provided Ms. [redacted] the  account balance of $935.19 for the above billing period. The GMEC  representative offered Ms. [redacted] payment arrangements to assist with payments, however Ms. [redacted] declined stating she would be shopping for a new electricity service provider and she would be contacting GMEC at a later time. August 7, 2014, a payment of $935.19 posted to Ms. [redacted]'s account. August 21, 2014, an invoice for the billing period of July 21, 2014 to August 19, 2014 for $524.12 was sent to [redacted]s with a due date of September 8, 2014. On September 5, 2014, GMEC received a request from another customer requesting to initiate service at [redacted]s, GMEC approved this request, closing out Ms. [redacted]'s GMEC account.  On September 9, 2014, a final invoice for $844.54 was sent to [redacted]s for the billing period of August 19, 2014 to September 5, 2014 with a balance forward of $524.12 and a current balance of $320.42 due September 25, 2014. From September 29, 2014 to October 2, 2014, several attempts to contact Ms. [redacted], regarding the past due amount were made, however unsuccessful. On October 3, 2014, Ms. [redacted] contacted GMEC requesting to make a $500.00 towards the past amount due and schedule the remaining $344.54 in December. The GMEC representative advised Ms. [redacted] the past due balance will be subject to collection agency activity on November 9, 2014. Ms. [redacted] requested a call back  on October 20, 2014 to pay remaining balance. On October 6, 2014, a  payment of $500.00 posted to Ms. [redacted]'s account, leaving a past due balance of $344.54. On October 20, 2014, GMEC attempted to contact Ms. [redacted] per her request, however was unsuccessful. From October 22, 2014 to October 29, 2014 several attempts to contact Ms. [redacted] were made, however unsuccessful therefore voicemails were left requesting Ms. [redacted] contact GMEC to avoid collection agency activity. On October 29, 2014, Ms. [redacted] contacted GMEC requesting stating she would contact GMEC on October 31, 2014 to make payment. On November 4, 2014, GMEC attempted to contact Ms. [redacted] however was unsuccessful, a voicemail was left requesting Ms. [redacted] contact GMEC. On November 19, 2014, GMEC attempted to contact Ms. [redacted], however was unsuccessful. Later the same day the remaining $344.54 balance on Ms. [redacted]'s account became subject to collections activities. ResolutionGMEC apologizes for any confusion these proceedings may have caused. After review of Ms. [redacted]'s account, it has been determined the account was billed according to the Pollution Free Terms of Service. At this time, no corrections are warranted.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 ###-###-####

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:
 
Issue
Mr. [redacted] is disputing the cancellation fee for his electric service account at [redacted].
 
History
On July 1, 2014, Mr. [redacted] contacted GMEC and requested to change the price plan on the account to GMEC’s Pollution Free Loyalty Smart 6 plan.  This plan includes an Energy Charge of 9.1304¢ per kWh, monthly base charge of $5.95 and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month. The term of this plan is 6 months and has a $150.00 early cancellation fee.  Mr. [redacted] was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on July 3, 2014.
 
On July 23, 2014, an invoice for the billing period of June 19, 2014 through July 21, 2014 was sent due by August 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at [redacted].”
 
On August 21, 2014, an invoice for the billing period of July 21, 2014 through August 19, 2014 was sent due by September 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at [redacted].”
 
On September 22, 2014, an invoice for the billing period of August 19, 2014 through September 18, 2014 was sent due by October 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at [redacted].”
 
On October 21, 2014, an invoice for the billing period of September 18, 2014 through October 17, 2014 was sent due by November 6, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at 1-866-785-4668.”
 
On November 5, 2014, GMEC received notification that the electric service at [redacted] was switching to another retail electric provider (REP) effective November 5, 2014.
 
On November 7, 2014, a final invoice for 193.11 was sent for the billing period of October 17, 2014 through November 5, 2014 with an Early Cancellation fee of $150.00 and Current Charges of $43.11. This invoice includes messaging that advises “Thanks for supporting renewable energy. Your current plan is set to expire with the current billing period, but we’ve got options for you! Call us at [redacted] to learn more”
 
On November 10, 2014, Mr. [redacted] contacted GMEC to dispute the early cancellation fee and advised the GMEC representative that he viewed his online account and the contract end date was June 19, 2014. The GMEC representative reviewed Mr. [redacted]’s account and improperly advised that the contract expiration date is November 1, 2014.   At this time, Mr. [redacted] requested to speak with a supervisor and his call was connected.  Mr. [redacted] requested that the GMEC supervisor waive the cancellation fee due to the incorrect information being displayed via his online account management. The GMEC supervisor advised Mr. [redacted] the cancellation fee could not be waived because he was advised of the contract end date when he initially requested to change the plan and on subsequent invoices after enrollment.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. [redacted]; however, a review of his account determined that Mr. [redacted] was invoiced in accordance with his Terms of Service. 
 
As a one-time courtesy, a request has been processed to waive the $150.00 cancellation fee.
 
On November 17, 2014, a corrected final invoice for the billing period of October 17, 2014 through November 5, 2014 was sent with current charges of $39.86.
 
Mr. [redacted] has been contacted and provided an update.
 
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
[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 disputing the write off balance due for his electric service account at [redacted]. HistoryOn September 4, 2014, an invoice for 311.37 was sent for the billing period July 31, 2014 through August 29, 2014 with a Late Payment Penalty of $16.18, Disconnect Notice Fee of $20.00 and Current Charges of $275.19. GMEC received notification that the electric service at [redacted] was being closed out of Mr. [redacted]’s name effective September 30, 2014. On October 2, 2014, a final invoice for $564.74  was sent for the billing period of August 29, 2014 through September 30, 2014 with a balance forward of $311.37, Late Payment  Penalty of $14.76 and Current Charges of $238.61. On November 7, 2014, a final notice for $564.74 was sent to Mr. [redacted] advising “ your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.  You will NOT receive any further notices.”  On November 14, 2014, a one-time credit card payment of $238.61 posted to the account. Full payment for the past due balance did not post to Mr. [redacted]’s account; therefore, the account balance was referred to a collection agency on December 17, 2014. GMEC received multiple calls from Mr. [redacted] from December 18, 2014 through December 19, 2014, the GMEC representatives provided Mr. [redacted] with an explanation of his billing and charges, credited a late payment penalty of $14.76 to the account and processed a payment for the outstanding balance of $311.37.  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. At this time no adjustments are warranted. Mr. [redacted]’s account with GMEC is closed and has a zero balance. 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[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 will contact  Green Mountain, I was ill and did not get a call or message from a claims department?? I will be calling Green Mountain, thanks
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 disputing the time frame required to return his $150 deposit payment. HistoryOn March 24, 2015, Mr. [redacted] processed an online enrollment with Green Mountain Energy for his service address at [redacted], scheduled for April 8, 2015. A security deposit of $150.00 was requested prior to completing the enrollment. Mr. [redacted] called GMEC and spoke to a GMEC representative who verified the enrollment was received and advised Mr. [redacted] the $150.00 deposit request would need to be satisfied for service to start at [redacted]. A credit card payment of $150 was processed online later that day. Later that day, a fraud alert security notification associated with Mr. [redacted]' personal identification was received from the credit bureau.  A GMEC representative contacted Mr. [redacted] to advise him of the fraud alert notification received and to verify his request to enroll for the electric service at [redacted]e.  A voice message was left advising Mr. [redacted] to fax two forms of identification to GMEC at [redacted]@greenmountain.com,  in order to complete his enrollment request. Mr. [redacted] returned GMEC's call requesting why GMEC required two forms of identification to process his enrollment. The GMEC representative explained a security notification is a security feature set up by the potential customer to prevent new accounts to be set up in a customer’s name fraudulently.  In order for the security notification to occur, the customer would initiate the security notification flag directly with the credit bureaus. This notification to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus. Mr. [redacted] was advised a copy of his social security card or any photo identification would satisfy the fraud alert security notification. On March 25, 2015, GMEC received a copy of Mr. [redacted]' Florida driver’s license and a copy of his birth certificate.  A GMEC representative attempted to contact Mr. [redacted] to advise the submitted birth certificate was not a valid form of identification, however was unsuccessful, therefore a voice message was left with this information and requesting Mr. [redacted] return GMEC's call. Mr. [redacted] contacted GMEC later that day stating he did not have another form of identification and requested to cancel his enrollment request with GMEC. GMEC canceled Mr. [redacted]' request for enrollment for service address [redacted]e.  On March 31, 2015, Mr. [redacted] contacted GMEC requesting status for his $150.00 payment. The GMEC representative incorrectly advised Mr. [redacted] his $150.00 payment would be returned within 45 business days. ResolutionGMEC regrets any inconvenience these proceedings may have caused Mr. [redacted]. On April 8, 2015 GMEC processed a returned payment of $150.00 back to Mr. [redacted]' credit card, the posting of this payment can take 3-5 days to show on Mr. [redacted] credit card statement. Several attempts to contact Mr. [redacted] were made, however unsuccessful. Voice messages were left requesting Mr. [redacted] contact GMEC at his earliest convenience to discuss the return of his $150.00 payment. For any additional questions about this concern, please contact me at ###-###-####.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.   [redacted]Customer Support###-###-####

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 disputing the late payment penalties and...

the disconnect notice fees assessed to his electric service account at [redacted]. Additionally, Mr. [redacted] is dissatisfied that his account was not eligible for payment arrangements and with the customer service provided on February 7, 2015, in which he was offered social agency information to assist with his payment. HistoryOn April 28, 2014 Mr. [redacted] contacted GMEC requesting payment arrangements for the disconnection notice due April 28, 2014.  Mr. [redacted] agreed to a 5 month deferred payment plan which included a down payment of $68.81 due April 29, 2014. Mr. [redacted] was advised that the remaining installments would be due with his monthly invoices. Mr [redacted] was also offered available rate plans and agreed to change his current rate plan to the GMEC POLLUTION FREE E-PLUS rate plan.  A copy of the Terms of Service, electricity facts label (EFL) and “Your Rights as a Customer” documents were sent to Mr. [redacted] on April 30, 2014. On April 29, 2014, a payment of $68.81 posted to Mr. [redacted]’s account. Subsequent payment did not post to Mr. [redacted]’s account in accordance with his deferred payment pans terms; therefore; on May 27, 2014, the deferred payment plan was cancelled. On May 30, 2104, a disconnection notice for $291.43 was sent with a due date of June 9, 2014.  This notice also includes the following disclosure: Green Mountain Energy Company Fees and Charges: •           5% late payment penalty•           $20 for each disconnection and termination notice we send to you.•           $5.00 each time we call you to remind you that your payment is past-due.•           $25.00 each time we process a transaction requesting that the TDSP disconnect service. •           $15.00 each time we process a transaction requesting that the TDSP reconnect service.•           $25.00 for payment returned for insufficient funds.•           An early cancellation fee, if applicable - $150.00 for a 6 or 7 month term product, $200.00 for a 12 month term product and $295.00 for a 24 month term product. Subsequent invoices and Disconnection Notices were sent to Mr. [redacted] from June 9, 2014 through August 14, 2014 providing his account billing and charges and applicable fees in accordance with his Terms of Service.  Additionally, Mr. [redacted] has been granted payment arrangements from May 7, 2014 to August 14, 2014 as requested. The subsequent payments did not post to Mr. [redacted]'s account in accordance with the payment arrangement terms; therefore, disconnection notices were sent regarding the outstanding account balances.  As a courtesy, GMEC supervisors removed fees assessed to Mr. [redacted]’s account and granted deferred payment arrangements or extensions as requested, after a minimum payment was made to the account.  On January 6, 2015, an invoice for $220.67 was sent for the billing period of December 3, 2014  to January 2, 2015 with a balance forward of $177.15 and a current balance of $79.92 due January 22, 2015. On January 29, 2015, a disconnection notice for $95.67 was sent due by February 9, 2015. This notice includes the following disclosure: Green Mountain Energy Company Fees and Charges: •           5% late payment penalty•           $20 for each disconnection and termination notice we send to you.•           $5.00 each time we call you to remind you that your payment is past-due.•           $25.00 each time we process a transaction requesting that the TDSP disconnect service. •           $15.00 each time we process a transaction requesting that the TDSP reconnect service.•           $25.00 for payment returned for insufficient funds.•           An early cancellation fee, if applicable - $150.00 for a 6 or 7 month term product, $200.00 for a 12 month term product and $295.00 for a 24 month term product. On February 7, 2015 Mr. [redacted] contacted GMEC requesting an extension for the past due balance owed on the account and was advised that the account was not eligible for payment arrangements at this time.  A GMEC representative provided Mr. [redacted] with the option of contacting a social agency for possible payment assistance. Mr. [redacted] expressed dissatisfaction with the option of social agency assistance and requested to speak with a supervisor; however, Mr. [redacted] ended the call prior to being transferred to a supervisor. On a subsequent call to GMEC, Mr. [redacted] requested to speak with a supervisor; however the call ended before the transfer request was completed. ResolutionGreen Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. [redacted]. A review of Mr. [redacted]’s account was invoiced in accordance with his Terms of Service and the disclosures provided on the disconnection notice.  Any fees assessed to Mr. [redacted]’s account were disclosed in his Terms of Service and disconnection notices; however, credits totaling $155.06 for late payment penalties have been credited to the account as a courtesy. After reviewing Mr. [redacted]'s conversation with the GMEC representative on February 7, 2014, GMEC apologizes for the negative customer service experience Mr. [redacted] may have experienced. The GMEC representative assisting Mr. [redacted] has been coached. Mr. [redacted] has been informed of the “Pick Your Due Date” option to assist with future payments. Additionally, GMEC has only initiated a request to Mr. [redacted]'s electric service once due to non-payment. After speaking with Mr. [redacted] on August 25, 2014 to provide the account balance, Mr. [redacted] satisfied the balance due and a reconnection request was sent to the TDSP the same day. For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.   [redacted]Customer Support###-###-####

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:
 
Issue
Ms. [redacted] disputes the final invoiced charges for her electric service account at [redacted].
 
History
On May 15, 2013, an invoice for $159.39 was sent for the billing period of April 15, 2013 through May 13, 2013 with Current Charges of $159.39
 
On June 12, 2013, a disconnection notice for $159.39 was sent due by June 26, 2014.
 
On June 14, 2013, an invoice for $409.32 was sent for the billing period of May 13, 2013 through June 12, 2013 with a Previous Balance of $159.39, Late Payment Penalty of $7.82, Disconnection Notice Processing fee of $20.00 and Current Charges of $222.11.
 
On June 18, 2013, Ms. [redacted] submitted an online request to process a move out request for electric service [redacted]. Ms. [redacted] requested to cancel service on June 24, 2013. A request to cancel service was processed effective June 24, 2013.
 
On June 24, 2013, Ms. [redacted] contacted a GMEC representative to inquire about cancelling the move out request for electric service at [redacted]. Ms. [redacted] was advised that the service is scheduled for cancellation on the same day and cancellation of the request cannot be guaranteed. The GMEC representative offered to submit a new enrollment request for service, but advised that a payment for the past due balance of $159.39 has to post to the account before the request could be submitted. Ms. [redacted] declined to submit a new enrollment request.
 
On June 26, 2014, Ms. [redacted] contacted GMEC to confirm the move out request was processed for  electric service at [redacted] . The GMEC representative advised Ms. [redacted] the service was cancelled effective June 24, 2013 and provided Ms. [redacted] the balance of $409.32. Additionally, the GMEC representative offered a deferred payment plan. Ms. [redacted] declined the deferred payment plan offer.
 
On July 15, 2014, a final invoice for $562.79 was sent for the billing period of June 13, 2013 through June 23, 2013 with a Previous Balance of $409.32, Late Payment Penalty of $11.89 and Current Charges of $141.58.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. [redacted].  A review of Ms. [redacted]’s account confirmed that she was invoiced in accordance with her Terms of Service. 
 
At Ms. [redacted]’s request, we have attached a statement of account.
 
As a one-time courtesy, GMEC will allow Ms. [redacted] 30 days to review the statement information and post a payment for the full balance. After payment is posted, the balance will be recalled from the collection agency and negative information will be deleted.
 
For any additional questions about this concern, please contact me at [redacted].  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
[redacted]
Customer Support

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]s complaint against Green Mountain Energy Company (“GMEC”) concerns a GMEC agent not providing payment arrangements for the corrected invoices sent on February 17, 2015. HistoryOn December 24, 2014, an invoice for $208.30 was sent for the billing period of November 22, 2014 through December 22, 2014 with a Current Average Billing Amount of $198.00 and total Current Charges of $126.79. – This invoice states, “After payment of your monthly Total Due, your deferred Balance will be a credit of $69.15.” On January 27, 2015, an invoice for $355.20 was sent for the billing period of December 22, 2014 through January 23, 2015 with a Balance Forward of $208.30, a Late Payment Penalty of $9.90 a Current Average Billing Amount of $137.00 and Current Charges of $173.37 due February 12, 2015. This invoice states, “After payment of your monthly Total Due, your Deferred Balance will be a credit of $32.78” On February 6, 2015, a review of Ms. [redacted]s account determined that the December 24, 2014 and January 27, 2015 Average Billing amounts were incorrectly calculated; therefore, a revision to the Average Billing amounts occurred which affected the Average Billing deferred balance. The revisions to the Average Billing amount and deferred balance are corrected for each monthly invoice separately. On February 16, 2015, the revisions for Ms. [redacted]s Average Billing amounts were completed. On February 17, 2015, the corrected invoices were sent to Ms. [redacted]. On February 25, 2015, an invoice for $613.20 was sent for the billing period of January 23, 2015 through February 23, 2015 with a Balance Forward of $415.20, a Current Average Billing Amount of $198.00 and Current Charges of $163.06. This invoice states, "After payment of your monthly Total Due, your Deferred Balance will be $127.72" On March 16, 2015, Ms. [redacted] contacted GMEC regarding her GMEC online account not reflecting a balance in February; however, the most recent invoice balance was $613.20. The GMEC representative advised Ms. [redacted] that the February 25, 2015 invoice included corrected invoices from November and December 2014. Ms. [redacted] requested payment arrangements for the balance due; however, she was incorrectly advised that her account was not eligible at this time.  Later on March 16, 2015, GMEC received notification that the electric service account at [redacted] was switching to another retail electric provider (REP), resulting in the closure of Ms. [redacted]'s account.  On March 18, 2015, a final invoice for $818.66 was sent for the final billing period of February 23, 2015 through March 16, 2015 with a Balance Forward of $613.20, a Current Average Billing Settlement Amount of $127.72, a Current Charge of $313.43 and an early cancellation fee of $200.00 due April 3, 2015. ResolutionGMEC regrets any inconvenience these proceedings may have caused. GMEC has invoiced Ms. [redacted]s account correctly based upon the terms and conditions of GMEC’s Average Billing program and in accordance with the terms of service.Ms. [redacted]'s account is now closed and has a balance of $789.01 due April 3, 2015. Ms. [redacted] has been advised that payment arrangements are not available on closed accounts; however, payment arrangements will be provided if Ms. [redacted] switches her electric service account back to GMEC. Additionally, the $200.00 early cancelation fee will be credited if service is placed back with GMEC within 3 months from March 16, 2015. As a courtesy, late payment penalties totaling $29.65 have been credited to Ms. [redacted]s 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:I have spoken with Ms. [redacted], and she has admitted fault within the company (Green Mountain Energy) as I've stated before I now live in fear, I have a chronic illness (panic attacks) Ms. [redacted] states they have not released my date of birth or social security number.......BUT my address was disclosed in the pay history report which was released to a total stranger.  PLEASE KNOW As of 2/9/15 my car was vandalized (all four of my tires were placed on flat) you may say, it's a coincidence or not or you may say and how will they know they type of vehicle I drive EASY! ! ! BY WATCHING!  the pay history report had my apt # on there...(and I do have a police report)   I mean strange people are doing strange things/we are living in the last days.  Ms. [redacted] stated she couldn't give protection to my credit, she assured me my account was restricted and a credit of $25.00 was credited to my account, a month of service credited would have been more appealing than a $25.00 credit.  This is not satisfactory for the fear and mental anguish I have to struggle with mentally.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: There was NO gift card sent to me by email in Oct 2014. This is a blatant lie by Green Mountain Energy. I have now finally received an electronic gift card via email for $100.00 on 1/9/2015 after the complaint was filed to Revdex.com by me.The manager who called me in response to this complaint expressed a shallow, robotic apology and tried to tell me that the gift card was sent to me in Oct 2014 electronically, and that it may have been directed to my SPAM - which is just another lie & cover-up. Besides that, the manager tried to tell me that according to the gift card terms, I was required to to have my  account in ACTIVE STATUS AT THE TIME THE GIFT CARD IS PROCESSED, so according to him I could have discontinued their services at any time after the 6 month period. And I say to that - Had I discontinued their services while still waiting to receive gift card, then GME would tell me that my account is NOT in active status and would use that excuse to reject the issuance of gift card - So GME is still trying to shamelessly use TECHNICALITY in their favor as per their convenience.I confirm that I have now received the egift card on 1/9/15 to which I was entitled to, by virtue of the contract. However, I want to RETURN the $100.00 gift card back to GME as I REJECT this response from GME and REFUSE TO LET GME OFF THE HOOK WITH YET ANOTHER LIE FROM THEIR SIDE. (since I registered & checked out the gift card towards a $100.00 Macy's gift Card, I would have to return it by snail mail. Or I can return the $100.00 in any other form, such as a cashiers check or personal check). I reject the response from GME until they produce the email, or evidence thereof, that they claimed to have sent me in Oct 2014. If GME can't produce the proof of this email, then I expect that a Senior Manager or Administrator take ownership of their lies & cover-up's, and send me a written apology.Regards,[redacted]
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: IssueMs. [redacted] disputes timely posting of her payments for her electric service account at [redacted]. HistoryOn August 27, 2014, an invoice for $43.59 was sent for the billing period of July 24, 2014 through August 22, 2014 with a Current Charges of $43.59   On September 22, 2014, a disconnection notice was sent due by October 2, 2014. On September 26, 2014, an invoice for $119.71 was sent for the billing period of August 22, 2014 through September 23, 2014 with a Previous Amount Due of $43.59, Disconnect Notice Fee of $20.00, Late Payment Penalty of $2.18 and Current Charges of $53.94.   On September 29, 2014, Ms. [redacted] contacted GMEC to dispute the disconnection notice, stating that the payment was processed through her financial institution bill pay service on September 2, 2014. The GMEC representative reviewed the account and advised Ms. [redacted] that the payment was not reflecting on her GMEC account. Ms. [redacted] requested to speak with a supervisor and her call was connected.  The GMEC supervisor submitted a request to review Ms. [redacted]’s account and advised Ms. [redacted] to fax supporting documentation to research the payment. Ms. [redacted] was provided GMEC’s Remittance Processing Department’s fax contact information. As a courtesy, the GMEC supervisor credited a Late Fee of $2.18 and a Disconnection Notice Fee of $20.00 to Ms. [redacted]’s account. On October 1, 2014, Ms. [redacted] contacted GMEC and requested to speak with a supervisor; at that time, the call was connected. Ms. [redacted] requested payment arrangements on the account, to allow her financial institution to provide supporting documentation of the missing payment. A payment extension was granted until October 8, 2014. On October 3, 2014, Ms. [redacted] contacted GMEC for a status of her faxed supporting documentation to research the missing payment.  The GMEC representative advised Ms. [redacted] to allow 2 business days for processing of the supporting information. On October 9, 2014, Ms. [redacted] contacted GMEC stating that a payment was sent on October 2, 2014.The GMEC representative reviewed the account and advised Ms. [redacted] that the payment was not reflecting on her GMEC account. At that time a request was processed to review Mr. [redacted]’s account. Ms. [redacted] was advised to fax supporting documentation to research the payment and provided GMEC’s Remittance Processing Department’s fax contact information.  On October 11, 2014 Ms. [redacted] contacted GMEC for a status of the review of her account. The GMEC representative advised Mr. [redacted] that the missing payments were posted to her GMEC account. On October 27, 2014, an invoice for $40.90 was sent for the billing period of September 23, 2014 through October 22, 2014 with a Previous Amount Due of $119.71, Payment/Adjustments of $120.18 and Current Charges of $41.37.  On October 30, 2014, Ms. [redacted] contacted GMEC to process a move out request for her electric service account at [redacted]. Ms. [redacted] requested to cancel service on November 7, 2014. A request to cancel service was processed effective November 7, 2014. On November 11, 2014, an invoice for $66.76 was sent for the final billing period of October 22, 2014 through November 7, 2014 with a Previous Amount Due of $40.90 and Current Charges of $25.86. ResolutionGMEC regrets any inconvenience these proceedings may have caused Ms. [redacted]; however, a review of the account determined that Ms. [redacted] was invoiced in accordance with her Terms of Service. GMEC’s Remittance Processing Department confirmed that the payments processed through Ms. [redacted]’s financial institution’s bill pay service listed the wrong account number on the checks that were forwarded to GMEC.  Ms. [redacted] needs to contact her financial institution the update the bill pay information to reflect the correct account number.    GMEC values our customers and appreciates the opportunity to review Ms. [redacted]’s concerns.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###-###-####

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 disputing the invoiced balance and reported usage for his electric service account at [redacted] HistoryOn December 8, 2014, an invoice for $80.44 was sent for the billing period of October 31, 2014 through December 2, 2014 with Current Charges of $80.44. On December 11, 2014, GMEC received multiple calls from Mr. [redacted] disputing the December 8, 2014 invoice. The GMEC representatives provided Mr. [redacted] an explanation of the charges and billing and the contact number for Centerpoint Energy (CNP) to request a meter re-read. ResolutionOn December 24, 2014, a GMEC representative contacted Mr. [redacted] and advised that a request has been submitted to CNP to confirm usage and he will be contacted after a response is received. 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###-###-####

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]