Verde Energy USA Inc.

We sent the following email to the customer today
Ms. Hahn,
I have reviewed your Revdex.com
inquiry and your two calls into our customer service group.  I
apologize for the delayed response to your calls.
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We will
issue you a $88.56 billing adjustment for your 3/10/14 bill to make your
effective rate $0.0929/KWH and will also use this lower rate on your
final bill with Verde on 5/9/14.  You should receive this check in
approximately 2 weeks.
The 7,942 KWH meter read for your April bill looks like a
mistaken read by [redacted]  Your usage for the prior months looks
comparable to 2013 so there should not be any "catch up" in this read. 
You should contact [redacted] to have this corrected.  It looks to be 6,000
KWH+ over stated.
Regards,
Tony Menchaca

Complaint: [redacted]
I am rejecting this response because:
The terms and conditions stated in the document you sent me (which I  have never even seen before) reads the following.
 
1. Price:  Customer will receive electricity from Verde ** at a monthly variable generation rate.  Customer agrees and understands that the rate may fluctuate monthly with market conditions. Customer may compare price terms by looking at the rates posted on the website and on Customer's monthly bill. In addition, Customer shall pay and be responsible for all other amounts related to the purchase and delivery of electricity, including applicable taxes and charges.  Please see Verde web site www.lowcostpower.com for current rates and updates.  
When I go on the website listed the current rate for ** is about .11 per kwh (see attached). How can you get away with charging me .18 per kwh? This is not acceptable. I want to be refunded for all of the months you overcharged me. Not just the current month. The amount is about $700 that I am owed for your scam.
 
Sincerely,
[redacted]

replied via email directly to customer on 4/22/15:Dear [redacted],Thank you for your patience in waiting for my reply to your rejection response through the Revdex.com. The $340.81 is the balance of your budget ($192.81, see budget breakdown below) plus the monthly budget of $148 for your 11/15-12/15 usage:1,346.68KH @ $0.1099 (11/15/2014-12/15/2014)12/16/201411/15/201412/15/2014$148.00I also see that we had a final budget billing adjustment because your final month with us your usage was lower than what we budgeted for.Budget Billing Adjustment (-871KH @ $0.1099)01/16/201512/17/201401/14/2015($95.69)08041100750000061396G22791817Energ...⇄ ChargeEnergy Charge1,346.68KH @ $0.1099 (12/17/2014-1/14/2015)01/15/201512/17/201401/14/2015$148.00so on your final bill your Verde charge was only $52.31[redacted]Customer Support | Verde Energy USA[redacted]BUDGET BREAKDOWN:DescriptionService StartService EndAmountBudget Billing Adjustment (448KH @ $0.1065)10/22/201111/21/2011$47.66Budget Billing Adjustment (-544KH @ $0.1065)11/23/201112/20/2011($57.99)Budget Billing Adjustment (-531KH @ $0.1065)12/22/20111/22/2012($56.60)Budget Billing Adjustment (462KH @ $0.1065)1/24/20122/20/2012$49.15Budget Billing Adjustment (-95KH @ $0.1065)2/22/20123/22/2012($10.17)Budget Billing Adjustment (-132KH @ $0.0990)3/24/20124/22/2012($13.05)Budget Billing Adjustment (-131KH @ $0.0990)4/24/20125/23/2012($12.96)Budget Billing Adjustment (132KH @ $0.0990)5/25/20126/25/2012$13.08Budget Billing Adjustment (175KH @ $0.0990)6/27/20127/23/2012$17.34Budget Billing Adjustment (476KH @ $0.0990)7/25/20128/26/2012$47.14Budget Billing Adjustment (80KH @ $0.0990)8/28/20129/24/2012$7.93Budget Billing Adjustment (284KH @ $0.0990)9/26/201211/14/2012$28.13Budget Billing Adjustment (43KH @ $0.0990)11/16/201212/16/2012$4.27Budget Billing Adjustment (24KH @ $0.0990)12/18/20121/16/2013$2.39Budget Billing Adjustment (53KH @ $0.0990)1/18/20132/17/2013$5.26Budget Billing Adjustment (-179KH @ $0.0990)2/19/20133/18/2013($17.71)Budget Billing Adjustment (-12KH @ $0.0990)3/20/20134/16/2013($1.17)Budget Billing Adjustment (-60KH @ $0.0990)4/18/20135/16/2013($5.93)Budget Billing Adjustment (162KH @ $0.0990)5/18/20136/17/2013$16.05Budget Billing Adjustment (70KH @ $0.0990)6/19/20137/17/2013$6.94Budget Billing Adjustment (423KH @ $0.1049)7/19/20138/18/2013$44.35Budget Billing Adjustment (158KH @ $0.1049)8/20/20139/16/2013$16.55Budget Billing Adjustment (13KH @ $0.1102)9/18/201310/16/2013$1.41Budget Billing Adjustment (67KH @ $0.1209)10/18/201311/17/2013$8.05Budget Billing Adjustment (48KH @ $0.1209)11/19/201312/17/2013$5.75Budget Billing Adjustment (302KH @ $0.1289)12/19/20131/16/2014$38.99Budget Billing Adjustment (304KH @ $0.1878)1/18/20142/16/2014$57.06Budget Billing Adjustment (102KH @ $0.1878)2/18/20143/17/2014$19.14Budget Billing Adjustment (69KH @ $0.1878)3/19/20144/14/2014$12.94Budget Billing Adjustment (223KH @ $0.1853)4/16/20145/15/2014$41.30Budget Billing Adjustment (147KH @ $0.1853)5/17/20146/16/2014$27.22Budget Billing Adjustment (74KH @ $0.1099)6/18/20147/16/2014$8.11Budget Billing Adjustment (151KH @ $0.1099)7/18/20148/17/2014$16.57Budget Billing Adjustment (187KH @ $0.1099)8/19/20149/16/2014$20.53Budget Billing Adjustment (-291KH @ $0.1099)9/18/201410/14/2014($32.01)Budget Billing Adjustment (-851KH @ $0.1099)10/16/201411/13/2014($93.49)Budget Billing Adjustment (-632KH @ $0.1099)11/15/201412/15/2014($69.42)$192.81

Called customer directly and spoke at length to his satisfaction.
Added both his landline and cell phone numbers to DNC list.
Sending $50 rebate check to cover cost of early cancel fee with Constellation.
Cancelled Verde enrollment.
Customer...

accepted all of the above as an acceptable solution to his complaint.

Replied directly to customer via e-mail dated 5-12-15
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 28th. The request to change to another supplier came to us on March 27th. The 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 rate. We 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 customers. The $350 was an error and we have previously followed up with you and have refunded you the the actual difference vs. variable & fixed (as a courtesy).
Best,
[redacted]
Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email today[redacted],I received a copy of your Revdex.com
inquiry.  Your account has been cancelled and will leave service with
Verde at the end of the current billing cycle on 1/20/15.  As a courtesy
we will send you a billing adjustment check for $40.46...

which lowers the
effective rate on your recent bill to $0.1149/KWH.  You will receive
this check within 2 weeks.Regards,[redacted]

We sent the customer the following email today:
[redacted]I received a copy of your inquiry.   
Your account
was assigned to Verde Energy by [redacted] Energy as provided for in [redacted] customer...

agreement.  All [redacted] customers
received notice of this assignment in a first class letter dated 2/5/13 and as
part of the assignment Verde lowered the supply rate that was previously
charged by [redacted].  A copy of this letter
and the related Terms of Service (the initial variable rate of $0.1074/KWH for
this account replaced the “0.xxxx”/KWH in the sample TOS) are attached for your
reference.  This account began to receive
Verde’s supply rate as of 4/12/13 and the rate was not changed until the fall of 2013
when it began to increase because of rising energy supply costs.   
Even though your account has dropped, as a goodwill gesture we will provide a $64.25 billing adjustment
for the July bill to make the effective rate $0.1199/KWH and will also use this
lower rate on the final bill in August.  You should receive this check in approximately two weeks.
Regards,
[redacted]

responded via email 4/10/15
letter-spacing: normal; word-spacing: 0px; vertical-align: baseline; white-space: normal; widows: 1; background-color: rgb(250, 250, 250); -webkit-text-stroke-width: 0px;" rel="tempredactor">Dear Mr. [redacted],
This email is in response to the complaint you filed with the Revdex.com. Our records indicate you applied/signed up with Verde Energy USA on 01/09/2015 via lowcostpower.com at the 4-month fixed rate of $.1299/kwh. Your account was then approved on 1/13/2015 and created on 1/13/2015 with an assigned start date of 1/26/2015 at that 4-month fixed rate. 
I see your first bill with Verde Energy was billed at the correct rate of .1299:
2,949.00KH @ $0.1299 (1/26/2015-2/22/2015)
02/25/2015
01/26/2015
02/22/2015
$383.08
You requested a rate change on February 21, 2015 and Verde contacted [redacted] to have them adjust your rate to the current fixed rate of .1149. Rate changes are not immediate and are completely determined by when [redacted] reads your meter. We have heard back from [redacted] and they have accepted the rate change and have scheduled it to begin 3/25/15. We have no control over the date your utility starts a new rate.
You will continue to see the fixed rate you enrolled with (.1299/kwh) until the new fixed rate of .1149 begins. Once that rate begins, you will have it for the promised 6 months. Verde Energy is not required to issue refunds for the difference in fixed rates.
I see that your account has been put in for cancellation and I have also been advised that Mr. [redacted] has verbally abused our call center/customer service employees several times. We await response from [redacted] for the service end date.
[redacted]
Customer Support | Verde Energy USA
[redacted]

Responded to customer complaint:
Dear [redacted],
 
Apologies for any inconveniences regarding your subscription
with our ESS service.  I show that your
account...

was cancelled on March 17th. 
I have refunded both the 3.95 & 19.95, please expect to see the $19.95
credited back to your credit card and the $3.95 will be sent via check (please
allow up to 10 business days to receive). 
Please let me know if I can assist further.

We sent the customer the following emailMs. [redacted],I saw your recent inquiry.  Your phone number, [redacted],
will be added to our DNC list.  I apologize for you receiving calls,
our system screens out area codes outside of our state coverage but I do
not know why it did not screen...

out your number.Regards,[redacted]

We sent the customer the following email
[redacted],I received a copy of your Revdex.com inquiry. 
You should have received two notices in December, one indicating that
your initial 3 month fixed rate would end in late January and the second
a quarterly notice that CT...

requires us to send to all customers
regardless of their status.
If you have already enrolled
with a new supplier then your account should switch to your new provider
after your current cycle and you will then get that provider's rate. 
If this does not happen and you stay with Verde for your February
billing cycle we can refund you the difference between the rate you are
charged and the $0.098/KWH rate. 
I hope this helps,
[redacted]

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.

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

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

We sent the customer the following email today
Mr. [redacted],
We received a copy of your
recent inquiry.  I apologize for you not being able to reach a customer
service rep.  We have placed a cancellation on your enrollment with
Verde...

Energy.
Regards,
Verde Energy Customer Support

I have looked further into this complaint and have searched all of Verde's outbound sales teams phone calls. I did not find any further calls to the phone number ###-###-#### past October 5, 2016. I also see that this phone number was added to our DNC list per [redacted]'s request:Phone NumberDate Added[redacted]310/5/2016 Karen M[redacted] Customer Support |Verde Energy USA101 Merritt 7 | Second Floor | Norwalk, CT 06851

Complaint: [redacted]
I am rejecting this response because:
I am not authorized to change the electric bill in any way.   Even though I'm the one who apparently called in I am not authorized to change anything so this should have never been allowed.   
Sincerely,
[redacted]

No account found when searching using name, phone or email.Left voicemail on phone asking her to call me back with more information so that I can look up her account.
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Customer Support | Verde Energy USA
[redacted]

We sent the customer the following email
Mr.[redacted],
I received a copy of your inquiry and reviewed your account history.
As
you know we provide all existing customers the opportunity to take
advantage of our current fixed rate offer for...

new customers.  You were
able to do this back in May of last year under a 6 month fixed rate of
$0.1049/KWH.
We have put in a cancellation transaction per
your request.  Even though you have decided to cancel we will send you a
billing adjustment check for $104.89 which lowers the rate on your Jan
bill to $0.1049/KWH.  With this check we will have provided you with
over $190 of billing refunds, you received another check back in May,
along with $75 in special bonus rebates ($50 in May 2011 and $25 in Jan
2014). 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10080809, and find that this resolution is satisfactory to me.
I had an email directly from Tony Menchaca at Verde Energy, the exchange of which was; I am satisfied with this result; provided my email address was in fact permanently removed from their database.
Thank you for your assistance with this matter.
Nicholas Pupik


Tony Menchaca




Jun 8 (1 day ago)







to me




Nick,
Will
put in in the DNC today.  We received that number as a result of
someone on 6/4/14 asking to receive more information on our offer while
on one of our partners web sites. Do not know the specific site for this
lead.
Regards,
Tony Menchaca
 
On Sun, Jun 8, 2014 at 9:14 AM, Nicholas Pupik <[email protected]> wrote:Hi Tony,
 
Thank you for your prompt response. My phone number is xxx-xxx-xxxx Please remove me from your list; please purge me from your database,
please do not sell my number to another vendor.  Can you please tell me
how you got my phone number?  
 
Thanks,
Nicholas Pupik
On Sun, Jun 8, 2014 at 9:07 AM, Tony Menchaca <[email protected]> wrote:
Mr. Pupik,
I
received your recent inquiry.  We would be more than happy to place
your phone number on our internal DNC list so that it will not be called
in the future.  Your inquiry did not indicate the number you are being
called on.  If you can email this to me we will place it on the DNC
list.
Regards,
Tony Menchaca
Verde Energy
Sincerely,
Nicholas Pupik