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Green Mountain Energy Company

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Phone: (866) 785-4668 Fax: (512) 691-6151 View Additional Phone Numbers 300 W 6th St Suite 1600, Austin, TX 78701 http://www.greenmountain.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Green Mountain Energy Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Green Mountain Energy Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 270 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

270 complaints closed with BBB in last 3 years | 66 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 44
Billing/Collection Issues 108
Delivery Issues 5
Guarantee/Warranty Issues 4
Problems with Product/Service 109
Total Closed Complaints 270

Customer Reviews Summary Read customer reviews

15 Customer Reviews on Green Mountain Energy Company
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 12
Total Customer Reviews 15

Additional Information

BBB file opened: May 09, 2001 Business started: 07/18/2000 Business started locally: 07/18/2000 Business incorporated 07/18/2000 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Public Utility Commission of Texas
1701 N. Congress Avenue, 7th Floor, Austin TX 78711
https://www.puc.texas.gov
Phone Number: (512) 936-7000
customer@puc.state.tx.us

Type of Entity

Corporation

Business Management
Mr. John Bui, Senior Regulatory Analyst
Contact Information
Principal: Mr. John Bui, Senior Regulatory Analyst
Business Category

Electric Companies Solar Energy Equipment & Systems Dealers Energy Conservation Products & Services

Alternate Business Names
Green Mountain Energy

Customer Review Rating plus BBB Rating Summary

Green Mountain Energy Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I canceled my service before the "due date" under no obligation. I was still charged the Esco service for something I canceled way beforehand. No one in customer service will help, I wrote numerous letters to no response and now my electricity will be shut off because of this extra charge of a service I nor need or want. This needs to be taken care of ASAP!

Desired Settlement: Erase this charge and cancel the service forever!

Business Response:

To Whom It May Concern,

 

Green Mountain Energy received Mr. ******* ******’s complaint on July 5, 2016.  The following outlines his enrollment, account status, and our resolution.

Mr. ******’s electricity account was enrolled in person for Green Mountain Energy on May 9, 2016.  During the enrollment, Mr. ****** was presented with all required disclosures. Following enrollment, Mr. ****** was emailed a copy of the Terms of Service for the electricity account which additionally outlined the rescission and cancellation timeframes.

 

Prior to receiving the complaint, on July 5, 2016, Green Mountain Energy received an inbound cancellation request from Mr. ****** via email.  His request was processed immediately, and his account is set to end service with Green Mountain Energy on August 1, 2016, as determined by his local utility company, Consolidated Edison.

 

Upon receiving his complaint, Green Mountain Energy attempted to speak with Mr. ****** on July, 14, 15, and 18. Unfortunately we were unable to reach him. Should Mr. ****** choose to return our calls, we will be able to work to an amicable resolution. At this time, we consider this matter closed.

 

Please let me know if you need any additional information regarding this complaint.

 

****** *******

**** ****** ******* **** *****

Philadelphia, PA 19104

************** (p)
************** (f)

 


7/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain Energy has given me problems since the week of March 21,2016. I called to make a payment a couple days before Easter and the customer service rep took more than what was due at the time and thought it was funny. I spoke with a supervisor and she promised she would handle the situation the situation never got handled and I ended up going without my diabetic medication for a couple of weeks. I budget my money because I get disability. On June 27, 2016 I received a disconnect in the amount of 35.24 due on July 7, 2016. When I called to pay it the customer service rep told me another disconnect notice had been mailed out in the amount of 56.28 and wanted me to pay that amount even though I didn't receive that notice yet. They always want me to pay a different amount than what's documented on the bill I have received.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. *********** complaint against GMEC is regarding the receipt of a Disconnection Notice concerning her electric service account at **** *********** *****.

History
After reviewing this complaint GMEC has concluded the following: Our records indicate Ms. *********** electric service account at **** *********** ***** was active with GMEC effective
May 31, 2016, reflecting a mailing address of **** *********** *****, ******** ***** *****.

On July 1, 2016, a Disconnection Notice for $56.28 was sent to the mailing address of **** *********** *****, ******** ***** ***** due by July 11, 2016. At that time, a $20.00 disconnect notice fee was assessed to Ms. *********** account. This notice also includes the following disclosures:

Green Mountain Energy may assess the following fees and charges:
• A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
• $20 for each disconnection notice we send to you
• $25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
• $15 each time we process a transaction requesting the TDSP reconnect service
• $25 for payment returned for insufficient funds
• An early cancellation fee, if applicable as described in your contract

Ms. ********* contacted GMEC on July 5, 2016 and July 6, 2016, to inquire about the notice she received regarding the disconnection of her electric service. Ms. ********* also advised the GMEC representative that she did not receive a copy of the July 1, 2016 Disconnection Notice by mail in a timely matter. At that time, the GMEC representative advised Ms. ********* that a Disconnection Notice was mailed on July 1, 2016, with a due date of July 11, 2016, to the mailing address on file. Additionally, as a courtesy the GMEC representative waived the $20.00 disconnect notice fee.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. *********. In accordance with Ms. *********** Terms of Service, a Disconnection Notice was mailed on July 1, 2016 to the mailing address of record and returned mail was not received for the account.

A GMEC representative attempted to contact Ms. ********* regarding her concern; however, the attempts were unsuccessful. Voicemail messages providing the GMEC representative’s contact information were left for further discussion of Ms. *********** account if needed.


****** *****
Customer Support
713-488-8614

7/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: History: I have been a Green Mountain Energy customer for several years. I started with one address on my account, my residence on *****, and liked the company so much I added a second address to the account, my shop on *****. Both properties were under the same account number. I was able to monitor my billing and usage under the same user name and password using a drop down. Later, I moved my residence to my shop address on ***** and dropped the ***** address. I recently acquired a new residence on 3/31/2016 and called Green Mountain to add this new property to my account. This new address on *** **** ******* ** has two meters (one for garage/pool/septic/well, one for main house) and was told they would add both to my account. I said that was fine. Issue #1: The person who set up my new address messed up and created a separate account instead of just adding it to the existing account. Because of this my bills were not coming out of my autopay I already had set up. I noticed for my first bill it was quite small and I assumed it was because we had only live in the new house for a few days. When this months bill was also quite small I got suspicious and logged onto my account. I can only see one address on my account. I called to complain that I have no drop down to view my other address. The representative told me it was because the new address was put under a different account number for some reason. She spoke to her supervisor who told her all i had to do was register the account online using my current info and both accounts will show up. I attempted this while I had the rep on the phone. I was not able to register because it would not let me use my credentials. The rep was surprised and spoke to her supervisor again. He said because they didn't remove fund for that address under my autopay, I had to get transferred and make a payment and set up autopay for registration to work. The rep said she would call me back in 30 min to make sure it worked. I completed the tasks they asked me to complete but still I can't register the account online to monitor it. While I waited for call back, I contacted them again using "chat" method. The girl I messaged with told me this was my fault because I declined to have the addresses combined under one address at the time of set up. I told her that was bullshit. I was very, very clear I wanted everything under the same account. She said they can request to have these combined but is unlikely could take 2 months. I find this unacceptable as the issue occurred because they made a mistake. It shouldn't take them more than 48 hours to resolved it. I told her I wanted a manager to call me immediately because this was not acceptable. She told me a manager could maybe call me in two days. This infuriated me and I told her as much. She kept repeating herself so I gave up on chat and then received call back from rep who was very nice and understanding. I told her I still could not register account and about my experience with chat person. The rep was shocked and told me she would connect me with a manager immediately. The supervisor acknowledged this was their fault, but the only way for them to fix it is if I pay for cancellation fees AND new enrollment fees! I told him I shouldn't have to pay for their mistake. Then he told me he can put in a request to try and get it resolved in the next two months BUT he will get in trouble for placing the request and it will probably get denied. He said he was willing to risk his job to put in the request for me. That entire conversation was completely ridiculous! I have been a great customer for years. I have always paid my account on time and in full with exception of their mess up with my account where they only pulled out money from my account for one address. I refuse to have to monitor and keep track of two different account numbers and two different log-ins because they screwed up. If they can't fix their mistake, I expect to be let out of my contracts WITHOUT fees so I can find a company that treats their customers better! Issue 2: I'm paying a higher rate fixed rate instead of a variable rate on a month to month because I chose to sign up for a contract that included a free Nest. I have called and complained several times that it has not arrived. Each time they tell me they are sending a new one out, but it never comes. The told me today they are sending another one out, but I'm not holding my breath. Issue 3: I was so angry about the previous issues that I failed to bring up the last issue. Several times a week our power goes out. Sometimes during the day while we are gone and sometimes in the evening when we are trying to go to sleep. We know it is not our home electrical because we had all of that checked out prior to purchase of the home and we had a new panel put in. Also, at least one of our neighbors experiences outages at the same time we do. Although the outages are very brief, they are a large inconvenience. Each time this happens we have to reset all of our clocks and our satellite boxes have to reset. I wonder how much extra electricity this uses have to kick the well pump, septic, AC, pool pump, fridge, etc back on. I am extremely disappointed how these issues have been handled.

Desired Settlement: All I want is: Issue 1: Both of my addresses should be combined under my original account number, ********-*, so I can use my credentials I already have set up to manage my billing and usage. If they cannot accommodate this request, I should be able to be let out of my contracts without penalties so I can find a company that manages their services better. Issue 2: To receive my Nest. Why can't a tracking number be provided? Issue 3: Investigate outages and give an update.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. **********’s complaint against GMEC concerns not being able to pay multiple electric service accounts under one profile via GMEC’s online account management (OAM) for the service addresses at ***** ***** **** and ***** *** **** ******* *****.  Additionally, Ms. ********** is requesting an investigation of frequent power outages and the delivery status of a Nest thermostat. 

 

History

On May 31, 2016, Ms. ********** contacted GMEC and requested to enroll an additional electric service at ***** *** **** ******* *****.  Ms. ********** agreed to enroll in the GMEC Pollution Free 24 Month Elect plan.  This plan comes with one Nest Learning Thermostat. 

 

Multiple contacts were received on June 24, 2016, from Ms. ********** stating that she was not able to combine the electric service at ***** *** **** ******* ***** and ***** ***** **** via GMEC’s OAM to be place on automatic bill pay.  A GMEC representative advised Ms. ********** that the service addresses at ***** ***** Road and ***** *** **** ******* ***** were not enrolled jointly; therefore, GMEC system was not able to associate both accounts via GMEC’s OAM to be place on automatic bill pay.  At that time, a request was sent to have both addresses placed on Joint billing.

 

Resolution

GMEC apologizes for any inconvenience or confusion Ms. ********** may have experienced during the establishment of her electric service account with GMEC.

 

On July 5, 2016, a GMEC representative contacted Ms. ********** and advised that the service at ***** *** **** ******* ***** and ***** ***** Road were placed on joint billing. 

 

Ms. ********** was advised that power outages should be reported directly to CenterPoint Energy (CNP).  Additionally, a review of Mr. **********’s account determined that the Nest thermostat had not been sent.  A request was submitted to investigate the delay of Mr. ********** receiving the Nest thermostat.

 

The issue remains pending at this time. Ms. ********** will be contacted after a response is received.

 

****** *****

Customer Support

************

6/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My invoice from Green Mountain dated May 12, 2016 stated, "It is time to renew! Your current plan will expire with your meter reading on or after June 1, 2016, but we have options for you. If you have not already locked in another competitive price, call us at 1-866-785-4668 to learn more" The May 12th bill showed a meter reading dated 4/8/2016. Normal reading date has been the 8th 0r 9th of each month. This clearly states, Your current plan will expire with your next meter reading i.e. the 8th or 9th of June. After seeing this bill, I checked options available to me and moved my service to Gexa Energy effective 5/14/2016. Well within the 30 day termination period for changing service. Green Mountain has now charged me a $150 early termination fee on my last bill. I discussed this issue with three of their representatives: Shundrika; Jose and Isaly in that order. They agree my contract would expire after my meter reading on May 8th or 9th. Their contention is I should have allowed this to happen and they would automatically place me on a month to month plan (of their choosing). Their billing states my plan will expire on my next June meter reading. Their wording, not mine. I changed plans in compliance with what is State Regs for changing service, 30 days or less before current plan expires. Again, I changed service on 5/14/2016. Green Mountain applying a $150 early termination fee is wrong and they should have to correct their error.

Desired Settlement: Removal of the $150 early termination charge.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. *******’s complaint against Green Mountain Energy Company (GMEC) is regarding the assessment of a $150.00 Early Cancellation Fee to his electric service account at **** ******** *****.

History
GMEC provided electric service to Mr. ******* at **** ******** ***** starting June 30, 2015 through May 14, 2016 under the Pollution Free Conserve 12 Choice plan with a term of 12 months and an Early Cancellation Fee of $150.00.

Subsequent invoices sent from July 14, 2015 through May 12, 2016 reflect the Pollution Free Conserve 12 Choice plan pricing and include messaging that states “Your current clean electricity plan will expire with your meter reading on or after June 1, 2016.

On May 14, 2016, GMEC received notification that the electric service at **** ******** ***** was switching to another retail electric provider (REP) effective May 14, 2016.

On May 18, 2016, a final invoice for $209.39 was sent to Mr. ******* for the final billing period from May 9, 2016 through May 14, 2016 with an Early Cancellation Fee of $150.00 due by June 3, 2016.

Mr. *******’s service address does not have a switch-hold due to an average payment plan, a deferred payment plan or due to meter tampering with GMEC.

Resolution
GMEC has invoiced Mr. ******* in accordance with the Terms of Service agreement and EFL. Nonetheless, as a courtesy to resolve the matter, GMEC waived the Early Cancellation Fee of $150.00.

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because:

As I noted in my complaint, Green Mountain's wording would have allowed them to switch my service to a "Plan of their choosing" on or about June 8th.  Because of this I felt compelled to change to a service I selected, not them.  My complaint

is before the Texas PUC and I am awaiting their response.


Regards,

****** *******

6/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Due to a billing dispute my electricity was disconnected and remained so for 11 Days with no inquiry from Green Mountain as to our welfare. We are senior citizens in our late 70's, and on a fixed income. I suffer from congestive heart failure and recently completed 8 weeks of radiation therapy for both lung and breast cancer. My husband suffers with late stage COPD and was transported by ambulance to the hospital on the third day of no power. Unfortunately we did not have the form we needed, or know if it, for critical medical care in order to avoid disconnection. I also asked the company to let me pay enough on the bill to be reconnected - was RUDELY refused. We lost all ontents of our refrigerator and freezer. I fell in the darkened house, fracturing 4 ribs and thoracic vertebra in my back. I was able to pay the bill but they are still saying that I didn't. Only by contacting Adult Protective Services were we able to get our power reconnected.

Desired Settlement: Reiumbursement for all foodstuff that had been in our refrigerator. Husband medical/hospital expenses paid. My medical bills paid for fall sustained during power outage - this would be for doctor visits and xrays. Any and all comunication with Green Mountain Energy ceased and account closed without penalty.

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB 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. *******’s complaint against Green Mountain Energy Company (GMEC) concerns the disconnection of service at **** *********** *****. Additionally, Ms. ******* is requesting reimbursement of lost food and medical bills due to the loss of electric service.

History
On March 18, 2016, an invoice for $734.99 was sent for the billing period of February 16, 2016 through March 15, 2016 with Current Charges of $65.46, a Previous Amount Due of $653.05, a $25.00 Return Payment Charge, a $20.00 Disconnect Notice Fee and a Credit Balance from Billing Plan of -$38.47 due by April 4, 2016.

On March 28, 2016, a disconnection notice for $614.58 was sent with a due date of April 7, 2016.

On April 8, 2016, Ms. ******* contacted GMEC requesting to have the March 28, 2016, disconnection notice extended until April 13, 2016 and her request was processed.

On April 11, 2016, a disconnection notice for $734.99 was sent with a due date of April 21, 2016.

Later on April 11, 2016, Ms. ******* contacted GMEC requesting to make a partial payment of $405.23 on the March 28, 2016, disconnection notice. Additionally, Ms. ******* stated that her husband was on a breathing machine. At that time, a GMEC representative advised Ms. ******* that she would be able to pay the past balance of $734.99 on April 21, 2016 to prevent disconnection in service and a Critical Care form was sent via mail to 4*** *********** *****.

After a Disconnection Notice was sent to Ms. ******* on April 11, 2016, due by April 21, 2016was left unpaid, a disconnect order was sent to Oncor Electric Delivery Company (Oncor)on
April 25, 2016, this completed the same day.

On April 27, 2016, Ms. ******* contacted GMEC requesting to make a payment to restore electric service at **** *********** *****. A GMEC representative attempted to process a payment in the amount of $734.99; however, the payment declined. At that time, Ms. ******* stated she would contact her financial institution and call GMEC back at a later time.

On May 6, 2016, Mr. ******* contacted GMEC requesting his current account status. A GMEC representative advised Mr. Alison that his electric service account was updated to critical care effective May 6, 2016 and as a courtesy an extension was granted until May 16, 2016 for the past due balance of $734.99. A reconnection request was submitted to Oncor, which completed on May 6, 2016. Additionally, Mr. ******* was advised of the reconnect timeframe and all applicable fees associated with the disconnect and reconnect requests for his account.

On May 25, 2016, GMEC received notification of a new enrollment request at **** *********** ***** resulting, in the closure of Ms. *******’s account effective May 27, 2016.

Resolution
A review of the account determined that Ms. *******’s account has been invoiced correctly based upon the terms and conditions disclosed on his EFL. At this time, reimbursement for lost food and medical bills due to the loss of electric service are not warranted.

A GMEC representative attempted to contact Ms. ******* regarding her concern; however, the attempts were unsuccessful. Messages providing the GMEC representative’s contact information were left for further discussion of Ms. *******’s account if needed.

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.

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because:  Green Mountain's response to my complaint is not entirely correct.  The amount of $734.99 WAS paid on May 22, 2016. It apparently cleared because I do not have this amount in my checking account.  And yes, the first time I attempted to pay it the transaction was declined due to another larger withdrawal was taken probably at the same time.  On May 22 both withdrawals were adjusted so that payments would be completed.

The root of this entire problem is the fact that we were the victim of identity theft back on February 11, 2016 and this has continued to cause problems even at this late date.  And we were NOT given the Critical Care Form by Green Mountain.  Therefore, it didn't matter that my husband has to have protection from disconnection due to his emphysema/COPD.

My main concern is the fact that we were without electricity for 11 DAYS!  Not only did my husband have to be admitted to the hospital, I was injured because I fell in the dark, fracturing four ribs.  We lost all of our food supplies in our refrigerator and freezer and we have not had the means to replace it without help from our insurance carrier's social worker and an agency in Pearland who is helping on this.

We have signed with another company who we feel is fair and professional.  Again, I totally reject Green Mountain's response.  After 8 years it appears that they could care less about their customers.

 

 

 


Regards,

****** *******

Business Response:

Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ******* and we understand Ms. *******’s concerns regarding the disconnection of electric service at **** *********** *****.

 

After a Disconnection Notice was sent to Ms. ******* on April 11, 2016, due by April 21, 2016was left unpaid, a disconnect order was sent to Oncor Electric Delivery Company (Oncor)on

April 25, 2016, this completed the same day.

 

On April 27, 2016, Ms. ******* contacted GMEC requesting to make a payment to restore electric service at 4*** *********** *****. A GMEC representative attempted to process a payment in the amount of $734.99; however, the payment declined. At that time, Ms. ******* stated she would contact her financial institution and call GMEC back at a later time.

 

A review of the account determined that Ms. *******’s account has been invoiced correctly based upon the terms and conditions disclosed on his EFL. At this time, reimbursement for lost food and medical bills due to the loss of electric service are not 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.

 

****** *****

Customer Support

************

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

5/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been charged late charges and late fees along with reconnection fees. They have cut my electricity twice without proper notification at crucial moments in Texas! I come from Argentina and electricity is not cut unless there is a proper notification and verification that the customer has been dully notified and is unwilling to pay.

Desired Settlement: All late charges and reconnection fees credited to my account.

Business Response: Green Mountain Energy Company’s Response to BBB 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
*** ***** is disputing late payment penalties and disconnect notice fees assessed to his electric service account at *** ********** *****.

History
On September 3, 2015, a disconnection notice for $195.52 was sent with a due date of September 14, 2015. This notice also includes the following disclosures:

Green Mountain Energy may assess the following fees and charges:
• A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
• $20 for each disconnection notice we send to you
• $25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
• $15 each time we process a transaction requesting the TDSP reconnect service
• $25 for payment returned for insufficient funds
• An early cancellation fee, if applicable as described in your contract


Full payment of the September 3, 2015 Disconnection Notice was not received by September 14, 2015; therefore, on September 15, 2015, a disconnect request was sent to ***** ******** ******** for *** *****’s premise, which completed on September 16, 2015.

On September 16, 2015, *** ***** contacted GMEC requesting to process a payment in the amount of $195.52 to restore his electric service and his payment was processed. At that time, a reconnection request was submitted to ***** ******** ********, which completed on September 16, 2015. Additionally, *** ***** was advised of the reconnect timeframe and all applicable fees associated with the disconnect and reconnect requests for his account. *** ***** expressed dissatisfaction with the fees associated when the invoice is not paid by the due date and requested that all fees be removed. As a courtesy, a GMEC representative credited a $9.47 late fee, a $20.00 disconnect notice fee and a $25.00 disconnect request fee.

Later on September 16, 2015, *** ***** enrolled his account on e-bill via his online account management (OAM), requesting that his invoices be sent to **********************.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused *** *****. A review of *** *****’s account determined that his account has been invoiced in accordance with his 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 *** *****’s account were disclosed in his Terms of Service and on the disconnect notices sent.

A GMEC representative attempted to contact *** ***** regarding his billing and charges dispute’ however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of *** *****’s account if needed.

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.

****** *****
Customer Support
************

5/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was required to pay a deposit for services to start. I paid my deposit and was told I would be refunded my deposit after one year of services and account in good standing the entire time. I was faithful to that and kept my account in good standing after I paid the deposit. After a few months of service, we moved to a new address but kept service at the new address. I was told that one year period would restart. Fine. I waited 13 months after we moved to the new address. I never got my deposit as promised. After two months of calling every week and spending 45-90 minutes on the phone each time, I still do not have my deposit refund. I have been told my numerous reps that the check was sent in the mail or the deposit was released back to our account. They tell me to wait 7-10 business days to receive it. Those days come and go and still no deposit refund. I call back, and a different rep tells me it was rejected or still waiting for approval. They tell me the rejection was a mistake as my account has always been in good standing. I get put on hold for a long time. They come back on and tell me the refund was sent up for approval again. Most recently, I called on Tuesday, April 26th. I was told they would used the balance to cover my current bill and the check for the rest would be mailed that day. I never got anything except my current bill covered. On Friday May 6th, I called again and spoke to a representative asking where my deposit refund check was. He said no check was ever sent and that my deposit was still waiting for approval for the 4th time. I asked him for a manager or for him to find an exact answer. He put me on hold for a long time. He comes back on the phone and says the credit department is closed and asks me to call back another time. HORRIBLE CUSTOMER SERVICE! Like I told all the reps I have spoken to, when Green Mountain wants a deposit or a bill paid, you have to pay it by a specific day to avoid consequences. Now, when the customer is due a refund, Green Mountain thinks it is okay to play around and not provide that refund to the customer. You need a consequence too! If I decided to not pay you, my electric would be turned off. If you decide not to pay me my refund, there is no consequence. That needs to change. I was extremely happy and continually renewed my contract with your company. I will not be doing that again unless you make this right and compensate for the delay and time spent on the phone.

Desired Settlement: I want my deposit refund back by a mailed check within 7 business days upon receipt of this notice. For additional compensation for lost time and delays, I want either a bill credit or a lower rate per kWh. If the desired outcome is not achieved, we will go to litigation.

Business Response:

GMEC's Response to BBB Case # ******** is attached.

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.

******* ****

Customer Support

************

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was checking credit scores and saw that it said I owed Green Mountain Energy $33.05.I called and was told my account wasnt able to be opened because it was closed over 2 years ago. I was told that the reason I had a balance was because I never paid the final bill. I asked to speak to a supervisor and was transfered. She said I had only had an account for 2 months, but couldnt provide any info other than I hadnt paid the final bill. I checked my bank statements from when she said I had service and I had service for 15 months, not the 2months she said. She said I still had to pay the final bill even though I told her I had paid it and was seeing the payment on my bank statements. She told me I was wrong I hadnt paid it.

Desired Settlement: Remove payment from system as paid and remove from credit.

Business Response:

Green Mountain Energy Company’s Response to BBB Case #********

At Green Mountain Energy Company, 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. ******** complaint against GMEC concerns a collection agency correspondence he received for the electric service at *** ******* ******.

History

On August 30, 2013, GMEC received notification of a new enrollment request at *** ******* resulting, in the closure of Mr. ******** account effective August 30, 2013.

On October 28, 2013, a final notice for $33.05 was sent to *** ******* ****** due by November 11, 2013.

Full payment for the past due balance did not post to Mr. ********’s account; therefore, the account balance was referred to a collection agency on March 26, 2014.

Resolution

GMEC apologizes for any inconvenience or confusion these proceedings may have caused

Mr. ********.  A review of Mr. ********’s account determined that GMEC did not receive the final payment of $33.05; therefore, the account was submitted to Collections in accordance with his Terms of Service.  At this time, no billing adjustments are warranted. 

On April 22, 2016, a GMEC representative contacted Mr. ******** and advised that GMEC’s record does not reflect a payment of $33.05 received for the electric service address at *** ******* ******.  Mr. ******** advised he would fax over his financial institution statement reflecting the payment of $33.05 posting to his GMEC account.

On April 26, 2016, GMEC received documentation from Mr. ********.  The documentation received was not a financial institution statement; therefore, could not be used to research the missing payment.  At that time, a GMEC representative contacted Mr. ******** and advised that a financial institution statement was needed to initiate an investigation for the missing payment.                 Mr. ******** then advised he would have his wife to resend the documentation.

Later on April 26, 2016, Ms. ******** contacted GMEC refusing to send over a financial institution statement.  At that time, Ms. ******** was advised without proper documentation the missing payment could not be researched.

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. 

****** *****

Customer Support

************


Consumer Response: Complaint: ********

I am rejecting this response because: Requested documentation was sent in twice. When it was finally acknowledged, it was requested that I send my entire bank statement and I did not feel comfortable sending these people my personal information. I was also advised against it when I called the BBB telephone number. 

Regards,

******** ********

Business Response:

Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Mr. ******** and we understand Mr. ********’s concerns regarding the account balance for the electric service at *** *******.

On April 22, 2016, a GMEC representative contacted Mr. ******** and advised that GMEC’s record does not reflect a payment of $33.05 received for the electric service address at *** ******* ******.  Mr. ******** advised he would fax over his financial institution statement reflecting the payment of $33.05 posting to his GMEC account.

On April 26, 2016, GMEC received documentation from Mr. ********.  The documentation received was not a financial institution statement; therefore, could not be used to research the missing payment.  At that time, a GMEC representative contacted Mr. ******** and advised that a financial institution statement was needed to initiate an investigation for the missing payment.                 Mr. ******** then advised he would have his wife to resend the documentation.

Later on April 26, 2016, Ms. ******** contacted GMEC refusing to send over a financial institution statement. At that time, Ms. ******** was advised without proper documentation the missing payment could not be researched.

In an accordance with GMEC’s business rules, a Financial institution statement is requested to determine that the payment of $33.05cleared Mr. ********’s account.  The documentation received was not a financial institution statement; therefore, could not be used to research the missing 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. 

Consumer Response: Complaint: ********

I am rejecting this response because: I sent over exactly what was asked for and after they asked for more, I contacted BBB contact number and my bank and was advised by both NOT to send them copies of my entire bank statements, which is what was asked for. I explained that I did not feel comfortable with giving them personal information and was advised against it multiple times but the lady said they wouldn't do anything without me sending my whole statement. I was also advised not to speak with them further about the matter. Besides it being excuse after excuse from the company, they're requesting personal bank information and they severely lack people skills. It has seemed like a scam from the start with their running around a making up fake dates and contracts. 

Regards,

******** ********

5/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I believe i was being over charged for electricity usage. I have lived in my current residence for 8 years and never had two consecutive $400.00 electricity charges in a 30 day cycle. I was billed over $400.00 twice consecutively in only 20 days because i had free weekends. I asked customer service to explain and they could not but told me i had to go register on another website which to me is poor customer service. I have been asked by friends and co-workers about Green Mountain and i share my experience .

Desired Settlement: I have a balance of $400.00 remaining because the bills were so high and because I terminated my contract early. I am requesting either to reduce my $400.00 balance or let me pay it out.

Business Response:

Green Mountain Energy Company’s Response to BBB 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

Mr. *********’s complaint against GMEC concerns the cost for his electric service at **** **** **** Drive.  Additionally, Mr. ********* states he has a $400.00 balance due to an early cancellation fee and request to have the account balance reduced.

History

In review on August 25, 2015, Mr. ********* was contacted by a GMEC door-to-door sales representative and he agreed to switch his electric service at **** **** ****.  Mr. ********* agreed to enroll in the GMEC Pollution Free Weekend Select 36 plan with a $300.00 incentive.  The term of this plan is 36 months and it has a $250.00 Early Cancellation Fee.  During the third party verification (TPV) call, Mr. ********* was provided with the components of the GMEC Pollution Free Weekend Select 36 plan including the Early Cancellation Fee.  The GMEC door-to-door sales representative provided Mr. ********* with a copy of his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) on

August 25, 2015.  Additionally, an email confirmation was sent to Mr. ********* at ******************* on August 25, 2015 confirming his switch request.  The confirmation email included links to the Your Rights as a Customer, Terms of Service and EFL documents.  Mr. ********* switch completed on August 26, 2015.

Subsequent invoices sent reflect the GMEC Pollution Free Weekend Select 36 plan.

Resolution

GMEC apologizes for any confusion Mr. ********* may have experienced.   A review of the account determined that Mr. *********’s account has been invoiced correctly based upon the terms and conditions disclosed on his EFL.

It has been determined that Mr. ********* was disclosed all pricing information on the GMEC Pollution Free Weekend Select 36 plan with a $300.00 account credit incentive and therefore was invoiced correctly.

A GMEC representative attempted to contact Mr. ********* regarding his concern; however, the attempts were unsuccessful.  Messages providing the GMEC representative’s contact information were left for further discussion of Mr. *********’s account if needed.

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. 

****** *****

Customer Support

************

5/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They offered a $200.00 online store voucher for transferring electric companies. I have made numerous attempts to receive my credit, thru calling customer service and emailing the district manager, but to no avail. I have the original documentation of the promotion offered me. The company has apologized and have said that it will be taken care of but nothing is resolved. This has been ongoing since Aug 2015.

Desired Settlement: Compliance

Consumer Response: Better Business Bureau:

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

Resolved 


Regards,

***** ****

5/3/2016 Problems with Product/Service
4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern: I am very angry, livid and downright disgusted at the service that I have been receiving from your company. I have been waiting on a credit to my account in the amount of $312.89 since December 27th. It seems that you all have no knowledge of my call in and payment by phone that was made with my debit card and given to a customer service agent. Since December, I have called in weekly, taken off work, been late for work, and late coming back from my lunch; due to constantly faxing in the requested information: my statement showing where the funds where debited out of my account. It is now March, I have been sending in this information since December. For the last 2 months your company has pretended not to receive it. I called to check on this last week and you all said that you need to talk to the bank to verify the information, so that it could be completed and credited. So, we called the bank and got a manager on the phone who verified the information once again (December 3rd, 312.89 was debited from my account). The customer service manager *****, then asked the bank manger to send in the information for the 11th time, so the bank manager faxed it twice. I have just recently called to check on the credit to my account again, just to be told by the customer service agent, that the notes on the account now say that they need a 30 day statement showing all of my transactions for the month, because what they have shows my account to be negative. WHAT ARE YOU TALKING ABOUT?? This is just more excuses to delay my credit. I am so sick of jumping through all these hoops and being told lies. My purchases have absolutely nothing to do with the payment made to you, my account was not negative, and it seems that whoever the idiotic and incompetent worker reading the statement sent by the manager, does not know what they are doing. What she sent was all paid debit and credit transactions for the month; so the (–) sign beside the numbers shows the deductions from the account..Idiots!!!!! She then marked through other items because of privacy. To even request someone’s additional purchases is a ridiculous and goes against privacy laws. I have been dealing with this issue for way to long, I have been told by multiple customer service agents and so called managers that my account has to continuously be extended, because by paying I forfeit my investigation of receiving my credit; therefore my bill is now $900.00, which is just dumb. I asked for the corporate number and information; they provided me with **************; which leads me back to the same customer service and automated line. When the customer care agent answered I asked if this was corporate, she responded that there is no way to get in touch with them, but I could email Support@greenmountain.com. I also asked if I could speak to the department who is to credit my account, and was told no they only can email them and they have 72 hours to respond. The fax numbers that were given to me (1)-866-781-0407 and (713)-537-4248 stayed busy or constantly didn’t work; which led to me being late for work and having to take off to resolve the issue. However, nothing has ever been resolved. I am sick and tired of spending money of faxes, I have paid $26.00 in sending faxes. I have now reach out to my legal counsel who has advised me to take these following steps before they step in. I am giving 15 to 30 days before letting my legal representation take over this issue. I am also requesting that not only the December credit finally be given, but all balances excluding March be cleared. It is not my fault that you all have lied and delayed this issue for three months now. I should not be penalized for that. I will pay March bill only. Please resolve this issue immediately, as enough time has passed. I have been patient enough, as a customer there is no reason why I should have went through this experience, with so many unprofessional associates. I have received no call backs as stated, no correct contact information, dealt with rudeness, and unprofessionalism. This company has become a true disgrace to me.

Desired Settlement: I am requesting that not only the December credit finally be given, but all balances excluding March be cleared.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ******* on behalf of Mr. ******* states that she made a payment on December 3, 2015 and Green Mountain Energy Company (GMEC) has not posted the payment to the GMEC account. Ms. ******* is requesting further assistance with this matter.

History

After researching this complaint we have concluded the following: Our records indicate Mr. ******* began service with GMEC at *** **** **** ***** on January 22, 2014. Subsequent invoices were were generated and mailed to *** **** **** ***** in a timely matter and no mail was returned to GMEC due to being undeliverable. 

On December 21, 2015, a Disconnection Notice for $386.12 was sent due by December 31, 2015.

On December 22, 2015, an invoice for $682.89 was sent due by January 7, 2016.

GMEC received multiple contacts from Ms. ******* on behalf of Mr. ******* from December 28, 2015 through March 17, 2016 requesting a status of her account and stated that she submitted a payment of $312.86 on December 3, 2015. GMEC representatives could not locate the payment and submitted multiple investigations to review Ms. *******’s account. Ms. ******* was advised that the account would not be subject to disconnection pending investigation. The GMEC representatives provided Ms. ******* with instructions to submit a copy of her bank statement to GMEC’s Remittance Processing Department. GMEC’s Remittance Processing Department received her bank statement but could not locate a payment received by GMEC in December.

On January 22, 2016, an invoice for 980.59 was sent due by February 8, 2016

On January 28, 2016, a payment for $386.12 posted to Mr. *******’s account via GMEC’s Interactive

Voice System.

On January 29, 2016, a Disconnect Notice for $296.77 was sent due by February 8, 2016.

On February 22, 2016, an invoice for $839.26 was sent due by March 9, 2016.

On February 22, 2016, a Disconnect Notice for $594.47 was sent due by March 3, 2016.

On March 21, 2016, a Disconnect Notice for $839.26 was sent due by March 31, 2016.

On March 22, 2016, an invoice for $1,048.40 was sent due by April 7, 2016.

Resolution

GMEC regrets any inconvenience these proceedings may have caused Mr. and Ms. *******. GMEC’s Remittance Processing Department could not locate any payments received from Mr. ******* during the month of December 2015. A GMEC representative contacted Ms. ******* and she was provided with instructions to submit additional supporting payment documentation (bank transaction details) in order for GMEC to research further. The issue will remain pending until April 7, 2016 in order to receive the supporting documentation. At any-time Mr. ******* has the opportunity to remit payment for the amount not in dispute.

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. 

******* ****

Customer Support

713-488-5497

Consumer Response:

Complaint: ********

I am rejecting this response because: Me and ******** (person assigned to resolve this matter) spoke, she requested more documentation, other than what I and the bank have provided. Two of the companies managers' have spoken with the bank managers as noted on my Green Mountain account. My response was delayed due to waiting on the Corporate Office response on getting the documents of my account that the electric company now request. 

 

I have been told by the bank and my lawyers that this is another stalling tactic that they are attempting, so that they will not have to credit the account. The investigation department of J.P. Morgan Chase (My bank), the managers, and two Directors of their corporate office has assured me and my lawyers that Green Mountain has all the information they need to credit my account.

Regards,

******* *******

Business Response: Green Mountain Energy Company’s Rebuttal Response to BBB Case # ********

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Mr. and Ms. ******* and we understand their concerns regarding a payment that has not posted to the GMEC account.

As previously stated, GMEC’s Remittance Processing Department could not locate any payments received from Mr. ******* during the month of December 2015. A GMEC representative contacted Ms. ******* and she was provided with instructions to submit additional supporting payment documentation (bank transaction details) in order for GMEC to research further.

GMEC did not receive any supporting documentation in regards to the bank transaction details in order for GMEC to research further.

On April 13, 2016, GMEC received notification that the electric service account at 612 Rain Lilly was being switched to another retail electric provider effective April 15, 2016.

On April 20, 2016, a final invoice for $1,507.02 was sent due by May 5, 2016.

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.

******* ****
Customer Support
713-488-5497

Consumer Response: Complaint: ********

I am rejecting this response because:

 

Thank you for finally responding,

This truly amazes me, sense I have not heard from ********, the person from your company who was to be handling this issue in almost a month; nor have you responded to my BBB response that I gave almost 4 weeks ago.

You are now responding because I have taken my lawyers advice and changed electric companies. I have told your management staff continuously that I have small children, I cannot come home without electricity. I have been living in fear sense this situation has taken place and you have refused to handle this professionally. Once again I was told by your management staff that making a payment to the account would forfeit my chances of receiving my missing credit; therefore my account has been adding up month over month, while waiting on a credit of $312.87. It is astonishing that you would rather risk losing a customer of over 2 years, than admit that there was a mistake made on your end.

HOW DARE YOU respond, stating that I have not given the information that you have asked for. I have been jumping through hoops providing you with information since December. I have driven over an hour to go to the corporate office of the bank, just to be given the same information by the banks’ Director. Your company is full of malarkey and lies, you will continue to lose customers by the way you treat them.

However; I am prepared to go to court if necessary. My lawyers have spoken with the bank and retrieved statements from the bank managers that your company mangers spoke with; in verifying that the payment went through. I also have 16 fax receipts showing proof that I sent this information over and over throughout the months (which cost $2 a page), along with the email communication between me and you’re so called corporate office; including ********. I am sure that you should have the recorded calls of me and ******** (please check the date of the last time we spoke; along with the date of my last BBB post, you will see that it was quite some time ago. Which proves the only reason why you are responding today is because I left the company. Not because you were ever going to resolve my issue).

Explain to me why you are just now responding after I felt force to leave the company?

I think it is in your best interest and mine to drop this situation, since you have been refusing to handle it in a professional and timely manner. You have continuously come up with excuses and reasons no too credit the account. As an angry, agitated, furious, aggravated customer, we both need to drop this issue; as I am tired of going back and forth with you. You have wasted enough of my time and energy, so I request that you take your last bill, clear the balance and allow me to move on.

I am no longer your customer and I want nothing to do with you; however I will not allow you to try to ruin my credit by placing a balance on it; that you allowed to accrue do to your untactful way of handling matters and unknowledgeable employees.

As I stated before, at this point you need to clear the balance and we can both be rid of each other.

 


Regards,

******* *******

4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Green Mountain Energy in November of 2015 for service to my house. It had been a rental property, but I no longer have a renter, and I was getting service for myself. Apparently I called their commercial department. The residential division is a completely different division. Instead of telling me this and transferring me to the residential division, they signed me to a non-residential contract. I didn't notice this. In January when I got my first bill, I noticed it was extraordinarily high, considering no one was living in the house yet. They said I had to call Encore to have the meter checked. I did. Nothing wrong with the meter. I thought maybe somebody left the heat on. We checked that and it was turned down really low. The next month's bill was just as bad. That's when I discovered they were charging me a non-residential rate of 13 cents per Kwh, versus the 8.5 cents they offer for the same plan in residential. On February 28, I spoke to them. They said in order to file an inquiry I had to switch over to residential service so I would have an account. They turned off my electricity that day and told me it would be turned on with a residential account at the cheaper price. They also told me they would get back to me on the inquiry for a refund for the past three months. Having not heard anything for about a week, I contacted them and they told me that I was not getting a refund, but they also admitted they had screwed up and had never turned back on my electric. Of course I hadn't noticed, because, again, the house was unoccupied. I told them not to bother hooking up the new service and went with a different company. According to Green Mountain they were entitled to charge me a rate that was 50% higher, plus additional commercial taxes that are not charged to residential accounts, because I told them it was a rental property. My problem with this is two-fold. First, the house was a rental property before I called them. When I called them for service, it was no longer a rental property. I am the owner of the house. Second, it is a residential house, in a residential neighborhood with a residential meter. Whether the occupants are paying rent or the occupants are on the deed makes no difference. It is the same electricity. It is still 110 voltage coming out of a residential meter. The quantity of electricity is still the same. A family of 3 who owns the house is using no more or no less electricity than a family of 3 who is renting. My opinion is that the commercial department wanted a quick sale and instead of transferring me to the residential department and giving me a residential rate, they chose to go through with the sale. They will also claim I signed a contract, which I did. That likely makes them legally in the right. It will never make them ethically in the right. I have tried solving this on multiple occasions with them. Their answers have run the gambit from, "There's nothing we can do." to "You signed a contract so you agreed to it." Obviously, none of the answers have been in the positive.

Desired Settlement: I would like a refund of the difference of what I would have paid if I had been signed up as a residential consumer during the same period, approximately $300 by my calculations.

Business Response:

Green Mountain Energy Company’s Response to BBB 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

Mr. ****** complaint against GMEC concerns the price plan for the electric service at 922 Blue Sky Drive.  Mr. ****** states he should have been enrolled on a residential contract; instead he was placed on a non-residential contract with a higher rate.  Additionally, Mr. ****** is requesting a refund for the difference between the residential and non-residential rate.

History

In review on November 13, 2015, Mr. ****** agreed to enroll electric service at *** **** ***** to GMEC via a GMEC sales representative effective November 13, 2015.  Mr. ****** agreed to enroll on the GMEC’s Small Temp Service plan.  This plan offers an energy charge of $0.125 cents per kWh.  The term of this plan is month to month and has no Early Cancellation Fee.  During the enrollment Mr. ****** was provided with the components of the Small Temp Service plan.  Additionally, the GMEC sales representative provided Mr. ****** with a signed copy of his terms of service agreement.

Subsequent invoices were sent to Mr. ****** from December 15, 2015 through Februarys 25, 2016 reflecting the Small Temp Service rate plan. 

On February 18, 2016, Mr. ****** contacted GMEC to dispute the month-to month non-residential plan for his account.  At that time, a request was processed to investigate Mr. ****** account. 

Later on February 18, 2016, Mr. ****** requested to process a move-out for his electric service account at *** **** ***** effective February 19, 2016, his request was processed.

On February 25, 2016, a final invoice for $843.91 was sent for the final billing period of February 10, 2016 through February 10, 2016 with Current Charges of $21.73, a Balance Forward of $822.13 due by March 14, 2016. 

On March 7, 2016, a review of Mr. ******’s account determined that he enrolled in a month-to month non-residential plan on November 13, 2015 and no adjustments were warranted.  Multiple attempts to reach Mr. ****** to advise of the resolution was unsuccessful; however, a voice messages was left.

Resolution

GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. ******.  On March 24, 2016, A GMEC representative contacted Mr. ****** regarding the price plan dispute.   During that call, Mr. ****** disputed that he agreed to be placed on a non-residential plan.  At that time, a second request was processed to investigate Mr. ******’s account.

A review of Mr. ******’s account determined that an request was received from Mr. ****** on November 13, 2015 to enroll his electric service at 922 Blue Sky Drive in the

GMEC’s Small Temp Service plan.  As such, GMEC has invoiced Mr. ******’s account correctly based upon the terms and conditions of GMEC’s Small Temp Service plan and no billing adjustments are warranted.

On March 31, 2016, a GMEC representative attempted to contact Mr. ****** regarding his concern; however, the attempt was unsuccessful.  A voicemail message providing the GMEC representative’s contact information was left for further discussion of Mr. ******’s account if needed.

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. 

****** *****

Customer Support

713-488-8614

Tell us why here...

Consumer Response:

Complaint: ********

I am rejecting this response because:

Green Mountain Energy understands all the nuances of their very complicated price offerings.  They have many different plans to buy energy; a dozen for consumers on their website alone. The consumer is at a disadvantage.  They know this.  I believe they do this intentionally.    

I have a residential house in a residential neighborhood with a residential meter.  They put me on something called "the small temp plan", which is not even offered on their website.  On their website is a temp plan for residential customers which is 8.6 cents per Kwh.  For them to claim, that I had to choose the expensive temp plan because I wanted the freedom to cancel quickly is disingenuous.  I could have had the same benefit of easy cancellation at 4 cents per Kwh less and with less taxes.

Why did they do this?  I suspect because I accidentally called the commercial number versus the residential number and that the person who answered the phone gets paid on commission.  GMEC has likely given him an incentive to get the sale and a disincentive to advise the customer that they should be talking to the residential services department.  

Is GMEC in the right legally?  Maybe.  After all I signed the contract.  Or maybe they are not.  Is it legal under Texas law to charge someone a commercial rate when they have a residential meter?  

Are they in the right ethically?  Of course not.  They did not provide me with the best service for my needs because they were looking out for themselves.  The electricity they provided was the EXACT SAME electricity I would have received if I had been tagged a residential customer.  I received no additional benefit for this added fee.  As stated I could have been on the exact same month to month program at a lesser cost.  So I received no benefit in terms of the ability to cancel quickly.  

This is reminiscent of the old days of buying a car from a sleezy used car salesman.  The consumer pays whatever they can get out of him, regardless to value.  The funny thing about this is we have been sitting here going back and forth arguing about $300.  They have easily spent that in salaries dealing with this problem. Had they settled this initially they would have spent $300, but would have had a happy customer.  Now for the savings of $300 they have spent many hours in resolution and they have a very unhappy customer.  That only is bad business.  

Sincerely,

***** ** ******

 


Regards,
***** ******

Business Response:

Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ****** and we understand Mr. ******’s concerns regarding the price plan for the electric service at 922 Blue Sky Drive.

On November 13, 2015, Mr. ****** contacted GMEC and requested to connect temporary service for a property that he would be selling; therefore, the electric service at 922 Blue Sky Drive was placed on a GMEC’s business plan.  An accordance with GMEC’s business rules enrollments for temporary service on residential meters for make ready to rent, lease, clean or sale are placed on a business rate.

Additionally, Mr. ****** agreed to enroll on the GMEC’s Small Temp Service plan.  This plan offers an energy charge of $0.125 cents per kWh.  The term of this plan is month to month and has no Early Cancellation Fee.  During the enrollment Mr. ****** was provided with the components of the Small Temp Service plan.  Additionally, the GMEC sales representative provided Mr. ****** with a signed copy of his terms of service agreement.

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. 

Consumer Response: Complaint: ********

I am rejecting this response because:  As I've stated, they are legally in the right.  They are, however, ethically not in the right.  They have lost me as a customer forever, and I have posted this story on Yelp, Twitter, Facebook and review sites for Texas utilities.  I suspect the reviews I have written have done far more financial damage than the extra $300 the company got from me.  Hopefully, with enough postings and reviews about this company's unethical way of doing business, (there are many already), they will eventually be forced out of business.  There is clearly a reason that the number of complaints people have filed with the BBB exceed those of other Texas utility companies. 

Regards,

***** ******

4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just called to have my service changed to a new address. ******* assisted me with that and then insisted on transferring me to the promotional department. The woman identified herself as ****** and began to tell me how Green Mountain has promotions with all the major carriers and that AT&T (my current TV/internet provider) was not available at my new address. She then dishonestly continues to say that only Direct TV and TWC are available and she really wants to save me money, get me the better deal and check if I qualify for Direct TV. I call AT&T to cancel my current service and ****** tells me that they do provide service at my new address and that I would've had to pay cancellation fees had I switched providers while under contract. This is unacceptable.

Desired Settlement: Cancel my current service as of April 27th and do not sign me up for my new residence on April 1st as I will be shopping for another provider.

Business Response: Green Mountain Energy’s Response to BBB 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. ****** states that a GMEC sales representative provided misleading information in an effort to switch her cable services.
In review, GMEC’s records does not reflect an active account for Ms. ******.

Resolution
GMEC apologizes for any miscommunication or confusion Ms. ****** may have experienced.

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.


****** *****
Customer Support
713-488-8614

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Reference Number for GM Energy: L***************** Customer: ****** ******* Attention: Remittance Processing Department at GM Energy I am writing concerning a billing/payment issue that has not been addressed after multiple (8) attempts on my part and repeated promises from GM Energy to resolve it. I made a payment of $119.62 through my bank's online bill pay on 5/15/15. The payment was deducted from my checking account and received electronically by GMEnergy, but the $119.62 was never credited to my GMEnergy account. I provided GM Energy with proof of the payment from my bank, City Bank in Lubbock TX. After six attempts to resolve the issue, I was told by a GM Energy Associate that the payment was returned to the originator of the payment (iPay), but my bank and the originator both say that the payment was NEVER returned to them by GM Energy. I have requested twice that the proof of the returned payment be faxed to my bank from GM Energy, and I was told twice that it would be taken care of within 2-3 days.

Desired Settlement: If the payment was returned by GM Energy, proof MUST be faxed to my bank ASAP at ************, attention to ****** ******* and I must be contacted to confirm that the proof of the return was faxed. If the payment was not returned by GM Energy, the $119.62 MUST be credited to my GM Energy account.Thank you for your time.

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing an unapplied payment of $119.62 for the service address of *** **** ******* ******.

History
On May 6, 2015, an invoice for $119.62 was sent for the billing period of April 2, 2015 through May 4, 2015 due by May 22, 2015.

On June 5, 2015, an invoice for $278.91 was sent for the billing period of May 4, 2015 through June 3, 2015 with Current Charges of $153.31, a Late Payment Penalty of $5.98 and a Previous Amount Due of $119.62.

On June 22, 2015, Ms. ******* contacted GMEC stating she processed a payment of $119.62 through her financial institution; however, the payment was not credited towards her GMEC account. At that time, a GMEC representative advised Ms. ******* that there was no record of a payment for $119.62; therefore, an investigation was opened to research the missing payment.

On June 26, 2015, a payment of $159.26 was processed using GMEC’s Interactive Voice Response (IVR) system, which posted to Ms. *******’s account and was applied to the invoice sent on May 6, 2015.

On July 7, 2015, an invoice for $318.57 was sent for the billing period of June 6, 2015 through July 2, 2015 with Current Charges of $192.97, a Late Payment Penalty of $5.98 and a Previous Amount Due of $119.62

On August 4, 2015, a disconnection notice for $318.57 was sent with a due date of August 14, 2015.

On August 5, 2015, an invoice for $623.22 was sent for the billing period of July 2, 2015 through August 3, 2015 with Current Charges of $275.00, a Late Payment Penalty of $9.65, a Disconnect Notice Fee of $20.00 and a Previous Amount Due of $318.57.

On August 8, 2015, a payment of $200.00 was processed using GMEC’s online account management (OAM), which posted to Ms. *******’s account and was applied to the invoice sent on
June 5, 2015.

Multiple contacts were received from Ms. ******* from August 17, 2015 through December 1, 2015, regarding the status of the missing payment investigation sent on June 22, 2015.
Ms. ******* was advised that subsequent invoice sent from September 3, 2015 through December 4, 2015 did not reflect a payment credit of $119.62. Additionally, Ms. ******* was advised that she needed to send in documentation showing the payment cleared her financial institution.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. *******. The payment of $ 119.62 was unable to be located. Additional documentation is needed from Ms. *******’s financial institution reflecting the payment is required to complete additional research.

A GMEC representative attempted to contact Ms. ******* regarding her concern however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of Ms. *******’s account if needed.

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.

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because: This list of account activity is full of impertinent information and is almost entirely lacking the essential activity that I know GME has in their records.  I provided GME with documentation from my bank to prove the transaction many months ago.  I have attached the documentation again here.  The transaction was already researched by GME and I was told that the $119.62 was returned to the originator of the electronic payment and that I had to request a refund from my bank. That proves that GME was able to find a record of the payment being made. Since my bank and the originator of the electronic payment have no record of the return, GME has to provide that proof to my bank or find another way to figure out what happened to the $119.62.  It's as simple as that.  I have literally spent hours trying to resolve this issue and the idea that I have to provide GME with more documentation is beyond frustrating.  I will attempt to call the number listed in case there is something going on here that I need to be aware of, but as far as I can see, the ball is in GME's court.  They need to provide proof that the $119.62 was returned or they need to credit it to my account.This is not a case of one mistake, it's a case of the ball being dropped numerous times by numerous people, which points to an infectious carelessness in the management and personnel of the entire company.  Bank account transactions are easy to research in this day and age.  If I can find an old transaction for my accounts in five minutes or less, GME should be able to do it if given seven months and a dozen reminders.  

Regards,

****** *******

Business Response: Tell us why here...Green Mountain Energy’s Response to BBB Case #******** Rebuttal
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ******* and we understand Ms. *******’s concerns regarding the payment of $119.62 posting to her electric service account.

While we understand Ms. *******’s concerns regarding the unapplied payment. Ms. Ms. *******’s account has been invoiced in accordance with her Terms of Service.

The payment was submitted to us by the originator (PreCash) for processing on May 16, 2015; however the payment failed due to an invalid account number. GMEC processed a refund for this payment on May 18, 2015. The funds were returned electronically to PreCash. Once received, PreCash would have refunded the originating financial institution. Ms. ******* should check her bank statement to verify if the funds were credited back. If she does not see the funds credited to her account, she will need to open an inquiry with her online bill pay customer service so they can research to determine where the funds are.

For any additional questions about this concern, please contact me at 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

Consumer Response:

Complaint: ********

I am rejecting this response because:This exact information and these exact directions were given to me several months ago by a GME representative.  I did open an inquiry with my bank and they determined through PreCash that the refund was never received.  I then requested on several occasions that GME fax proof of the return to my bank, but it was never done. This is the whole reason why I opened up this complaint with the BBB in the first place, and in both of my prior BBB messages, I stated this very clearly and provided you with the name and fax number of the person handling the inquiry at CityBank.  

THE PROOF OF THE RETURN OF THE FUNDS TO PRECASH HAS TO BE FAXED TO MY BANK. The fax number is ************ and the contact person is ****** *******. This is my third message through the BBB requesting this (in addition to the four requests I made directly to GME) and we are exactly in the same boat. If the payment was returned, why can't GME fax the proof to my bank?  Why is this very clear request being ignored over and over?  Are any of these messages being read? 

Please help! 

****** *******

Business Response: Tell us why here...Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ******* and we understand Ms. *******’s concerns regarding the payment of $119.62 posting to her electric service account.

While we understand Ms. *******’s concerns regarding the unapplied payment. Ms. Ms. *******’s account has been invoiced in accordance with her Terms of Service.

Ms. ******* should check her bank statement to verify if the funds were credited back. If she does not see the funds credited to her account, she will need to open an inquiry with her online bill pay customer service so they can research to determine where the funds are.

For any additional questions about this concern, please contact me at 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

Business Response: GMEC’s remittance department has requested an immediate response from Financial Controls Department (GMECs Vendor), to obtain the requested documentation on Ms. *******’s behalf.  

Additionally, GMEC has contacted Ms. ******* and provided an update of the payment documentation request.  Ms. ******* account will be protected for the disputed amount until GMEC is able to provide the requested documentation. 

Once the documentation is received, GMEC will send a response.

Thanks,
******


4/6/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that I was denied an extension because I have had eight past due notices in the past year. This does not say that I was given extensions for the eight encounter only that I have had eight to occur in one year. I have had my service disconnected once and that was when I had not received a bill prior to the lights being turned off and they were turned back on the next business day this was about two or three years ago. My problem is that I pay when I say that I will pay the bill when I make these arrangements. I am an asthmatic that has gone though breast cancer and chemotherapy and still I work through it all. I am a senior citizen, a widower and have fought for over three years to get a full time job. Now that I have it seems that I am suffering more. I have signed this contract I am not sure when it will end that states that if I brake it I will have to pay a certain amount of money for braking it so I can't try someone else who may be better businessman.

Desired Settlement: I want the contract cancelled so that I can try another company or I can be allow to have extensions again because they never where longer that a week. and I paid my bills.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. *******’ complaint against GMEC concerns the denial of an extension due to the number of late payments received for the electric service at **** ******* ***** ***** Additionally,
Ms. ******* is requesting that GMEC grants an extension or allow her to switch her electric service to another retail electric provider (REP) without being charged a cancellation fee.

History
On January 15, 2016, an invoice an invoice for $210.07 was sent for the billing period of December 14, 2015 through January 13, 2016 with Current Charges of $77.94, a Disconnect Notice Fee of $20.00, a Late Payment Penalty and a Balance Forward of $107.02 due by February 1, 2016

On February 8, 2016, a disconnection notice for $103.05 was sent with a due date of February 18, 2016.

Multiple contacts were received from Ms. ******* on February 8, 2016 and February 15, 2016, requesting to have the February 8, 2016, disconnection notice extended until February 19, 2016. Ms. ******* was advised that due to the current payment record her account was not eligible for an extension.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. *******; however, GMEC does not waive cancellation fees due to a customer being denied an extension when the account is not eligible.

On February 16, 2016, a GMEC representative contacted Ms. ******* and she was offered to set up a extension for the disconnect notice amount of $103.05, as a courtesy. Ms. ******* agreed to a 1 day extension for the balance due on February 18, 2016.

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.

****** *****
Customer Support
************

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/10/15, I noticed my Comed bill had my supplier as Green Mountain Energy. I called Comed to have this explained to me because the bill looks a bit confusing. The Comed representative stated Green Mountain took over my services 5/6/15 with my permission. She continued to say Green Mountain can only transfer services if they had an account number. I noticed my bills were extremely high and so I got on a payment plan. The same day I contacted Green Mountain. They immediately cancelled services and I insisted they launch an investigation. I never signed or provided anyone my personal information such as an account. The Green Mountain representative conveyed to me a phone number and email address on record for my account. The information was not my phone number nor my email address. The phone number was a Florida and I live in Illinois. My name is **** ********* and the email address they provided was *******@yahoo.com. Based on this information, Green Mountain launched the investigation. They sent me a copy of the Authorization letter and the signature is scribbled and you can't read it.. with my account number. After I received the authorization letter, I called and a representative told me ***** ********* approved the transfer. ***** ********* is my elderly dad who is 75 years old and does not make any decisions on my accounts. In Chicago IL, energy companies have people walking to houses trying to win their services. This person took advantage of an elderly man when I wasn't home and had him to show them my Comed bill and that's how they retrieve my account number. This person put fraudulent phone numbers and email address on the paperwork because my dad couldn't provide that due to his memory condition.

Desired Settlement: I am requesting a refund for 6 months because Green Mountain was .12 cent a kilowatt and Comed was .07 1/2 cent kilowatt. ***** ********* is an elderly man who doesn't have authority to make decisions or changes on any account that belongs to me. The rep took advantage of this and I'm sure the representative broke Company rules and regulations. And the rep was aware of the situation because they put incorrect information on the authorization form. My dad has no idea what an email address represent.

Business Response:

Green Mountain Energy received Mr. **** *********’s complaint on February 9, 2016.  The following outlines the enrollment, account status, and our resolution.

 

Mr. *********’s account was enrolled in person for Green Mountain Energy on April 16, 2015 by his father, Mr. ***** *********.  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 our supply price may be higher than the EDC rate.  Mr. ********* also completed third party verification (attached).  Following the enrollment, Mr. ********* was also mailed a copy of our Disclosure Statement detailing the full terms (attached), including a description of the variable supply price, and disclosure that reiterated the supply price may be higher than the EDC’s rate.

 

Prior to receiving this complaint, Green Mountain Energy spoke with Mrs. Veronica ********* on December 10, 2015.  We reviewed the terms of enrollment, supply prices charged, and offered alternative supply price plans available to her.  During this call, Mrs. ********* requested to cancel her account with Green Mountain Energy.  Her request was processed immediately, and her account ended service on January 7, 2016, as determined by her local utility company, ComEd.  Lastly, Mrs. ********* requested us to investigate who completed this enrollment with Green Mountain Energy, as she did not recall doing this and did not think her husband did either.  Green Mountain Energy attempted to speak with Mrs. ********* on December 23 and 30, 2015 with the results of our investigation.  Unfortunately, we were unable to reach her.  Green Mountain Energy spoke with Mrs. ********* on January 4, 2016.  We reviewed the terms of enrollment, explained that Mr. *********’s father Henry completed the enrollment, and confirmed the service end date on the account.  Mrs. ********* did not have any further questions at that time.

Upon receiving this complaint, Green Mountain Energy spoke with Mrs. ********* on February 11, 2016.  We reviewed the terms of enrollment, supply prices charged, the aforementioned conversations, and confirmed the service end date on the account.  Lastly during that conversation, as a show of good will, we offered to issue a courtesy credit in the form of a check.  We believe this resolution was fair, since the Terms of Service clearly indicate that this plan was for a variable supply price.  While we were not obligated to offer a credit, we did so in order to amicably resolve her complaint.  Mrs. ********* accepted our offer, and confirmed her complaint was resolved.  We consider this matter closed.

Please let us know if you need any additional information regarding this case.

 

Frank Sanchez

3711 ****et Street, 10th Floor

Philadelphia, PA 19104

(267)-295-5759 (p)
(800)-520-8189 (f)

Consumer Response: Better Business Bureau:

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

Regards,

**** *********

2/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was a customer starting February till November. After 3 months as a customer, I qualify to receive a gift card for $100. All I needed to do is fill out a form and email which I did. I haven't receive anything. I call customer service several times, but they didn't know anything.,

Desired Settlement: I want my $100 gift card.

Business Response:
Green Mountain Energy’s Response to BBB 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 to receive a $100.00 gift card promotional incentive for the electric service at **** ********* *****.

History
On July 23, 2015, Ms. ******** contacted GMEC requesting to receive a $100.00 gift card promotional incentive. At that time, a GMEC representative advised Ms. ******** that the account was eligible to receive the $100 gift card. Additionally, a rebate form was sent via email to Ms. ******** at *******************.

On December 30, 2015, Ms. ******** contacted GMEC requesting a status of the $100.00 gift card promotional incentive. A GMEC representative advised Ms. ******** that GMEC records did not reflect that the rebate form was received. At that time, an additional rebate form was sent via email to Ms. ******** at *******************.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********. On February 4, 2016, a GMEC representative contacted Ms. ******** regarding the gift card. At that time, a request was processed to investigate the account.

Ms. ******** will be contacted once the investigation is complete.

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.

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because:

Regards,

****** ********

I have called customer service about two more times in between that time frame, and I'm told to wait and call a few weeks later.  Otherwise, everything else is true.

Business Response:

Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ******** and we understand Ms. ********’s concerns regarding the $100.00 gift card promotional incentive.

On February 4, 2016, a GMEC representative contacted Ms. ******** regarding the gift card. At that time, a request was processed to investigate the account. A review of Ms. ********’s account determined that the she was eligible to receive the $100.00 gift card.

On February 12, 2016, the gift card was sent via email to *******************.

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.

Consumer Response: Better Business Bureau:

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

Regards,

****** ********

2/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was asked if I was interested in switching electricity providers at a local store by Green Mountain Energy sales representative. I said the only way I would be interested is if the early termination fee that my (at the time) current provider would be refunded to me through their company. The sales representative responded by saying, "Yes! you just need to bring in the final bill and your first Green Mountain bill to get the money refunded." She also went on to say that my current company had hidden fees that hers did not, which was not correct. so I signed up with the assurance that I was going to be refunded the early termination fee. As it turns out the refund is through their company store and cannot be applied to paying for your electric bill, this does me no good when it comes to paying bills. Then I was told by an associate named *** that I do not have to pay the termination fee, just the final bill less that money and that I would not go to collections as it is stated in my Final bill for not paying that amount.

Desired Settlement: I will get what was promised, my early termination fee refunded or placed on as a bill credit. Compensation for my time I have had to waste on this scheme will be reimbursed also. This is predatory sales tactics and cannot be tolerated.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******’s states that a GMEC sales representative provided misleading information in an effort to switch the electric service at **** *********** *****.

History
Mr. ****** was contacted by a GMEC sales representative and he agreed to switch her electric service at **** *********** ***** to GMEC effective January 11, 2016. Mr. ****** agreed to enroll in the GMEC Pollution Free 24 Connect plan. The term of this plan is 24 months and it has a $295.00 Early Cancellation Fee. Additionally, an email confirmation was sent to Mr. ****** at ******************* confirming his switch request. The confirmation email included a link to the Your Rights as a Customer, Terms of Service and EFL documents.
Mr. ******’s switch completed on January 11, 2016.

On January 20, 2016, Mr. ****** contacted GMEC stating he was advised by the sales representative that GMEC will pay the cancellation fee to his previous retail electric provider (REP), for switching his electric services. At that time, a GMEC representative advised Mr. ****** that GMEC does not pay cancellation fees to REPs if a consumer switches their electric service.

Resolution
GMEC apologizes for any confusion or inconvenience these proceedings may have caused Mr. ******. A review of Mr. ******’s account determined a switch request was received from a storefront retail location; however, GMEC does not pay cancellation fees associated with the switching of electric service.

A GMEC representative has contacted Mr. ****** and offered to switch his electric service back with his previous REP.

The issue remains pending at this time.

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.

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because:

The representative could not confirm that the early termination fee that was paid for the previous electricity provider would be credited back to me once I switched back from Green mountain to my previous provider. When this company lies to a customer to gain a sale, and is then found to have lied by the customer, then the company is ethically liable for any loss the customer has sustained due to misinformation. I will not accept anything less than a refund in either cash or bill credit for that was promised to be covered by Green Mountain. I was taken advantage of by this companies sales tactics. As a member of the Armed Services, I do not sacrifice my well being for this nation to accept a lack of responsibility to uphold an agreement made, even one that is in comparison to my responsibilities, are as menial as this refund. 

Regards,

***** ******

Business Response:

Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Mr. ****** and we understand Mr. ******’s concerns regarding switch of his electric service. While we understand ******’s concerns regarding the switch of his electric service.

GMEC apologizes for any confusion or inconvenience these proceedings may have caused Mr. ******. A review of Mr. ******’s account determined a switch request was received from a storefront retail location; however, GMEC does not pay cancellation fees associated with the switching of electric service.

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.


2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've had Green Mountain Energy since August. I first signed up with service at **** **** *** ** ***** ******* ** ***** and in October of 2015 I transferred apartments and I put in for a transfer online to **** **** *** ** ***** ******* ** *****. I;ve been paying the bills that i see when I log onto my account each month since the transfer but it was Sunday I noticed my bill was very unusual and I looked and saw my transfer was never completed. I was told by customer service i need to re-enroll and put a deposit of 250 down. They ran it again without my approval thats one thing because I told her I didn't not want them to reprocess anything to hit my credit but they did on 1/18/2016. My account number is **********. They are saying I can't get my service at my current location **** **** *** *** ***** ******* ** *****. I don't think I should have to pay when I did submit the xfer online.

Desired Settlement: I would like them to transfer my account and service to my current residence at **** **** *** *** ***** ******* ** ***** without have to re-enroll and pay the 250 deposit.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ***********’s complaint against Green Mountain Energy Company (GMEC) concerns the completion of service initiating at **** **** *** ****** ******.

History
After reviewing this complaint GMEC has concluded the following: Mr. *********** has been served by GMEC at **** **** *** ****** ****** since August 29, 2015.

On October 26, 2015 an invoice for $64.63 was sent for the billing period of September 23, 2015 through October 22, 2015 with Current Charges of $42.33, a Disconnect Notice Fee of $20.00, a and Late Payment Penalty of $ 2.30.

On November 16, 2015, a disconnection notice for $64.63 was sent with a due date of November 30, 2015.

On November 24, 2015, an invoice for $110.06 was sent for the billing period of October 22, 2015 through November 20, 2015 with Current Charges of $22.31, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $3.12 and a Previous Amount Due of $64.03.

After a Disconnection Notice was sent to Mr. *********** on November 16, 2015 due by November 30, 2015 was left unpaid, a disconnect order was sent to on December 2, 2015 which completed on December 2, 2015. Because the Disconnection Notice amount remained unpaid, a move-out request due to non-payment was sent to Oncor Electric Delivery Company (Oncor).

December 21, 2016, GMEC received notification of a new enrollment request at **** **** *** ****** ******, resulting in the closure of ***********’s account effective December 21, 2015.

On December 22, 2015, a payment of $110.06 was processed using GMEC’s online account management (OAM), which posted to Mr. ***********’s account and was applied to the invoice sent on November 24, 2015.

On December 23, 2015, a final invoice for $34.14 was sent for the final billing period of November 20, 2015 through December 21, 2015 with Current Charges of $9.19 and a Disconnect Request Fee of $25.00 due by January 8, 2016.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. ***********. GMEC’s records do not reflect a request to initiate service at
**** **** *** ****** ******.

If Mr. *********** would like to initiate electric service at **** **** *** ****** ******, he would need to contact the customer service center at 1-866-785-4668 to process a move-in order.

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.

****** ***** ******** ******* ************

Consumer Response: Complaint: ********

I am rejecting this response because: I moved into my new residence on 10/16/2015 and rec. confirmation of my request and that it would be processed by the following Tuesday or Wednesday can't remember.  The only way I got the key to ***** was to show them that message.  I can't locate the message but i know i received it.   I never received an invoice at my new apartment so I just logged in online to finally pay because it had been so long that I hadn't had a bill.  I've been paying and just noticed it didn't look correct so thats when I looked at the address and noticed the apt number was incorrect.  I contacted customer service and they told me that I had to pay a deposit and they ran my credit without my approval.  I told the rep I spoke with that I wasn't going to apply if they had to rerun my credit but she did anyway.  She then told me to pay $250.00 deposit and then they could put in the order.  I mean the usage kept going down and if i didn't notice it on my bill I'm sure GME didn't either but they can tell that no one was at that residence if they look at the usage.  Compared to my other months of me being in *****.  If they can't honor my request and transfer or whatever they need to do to get this on I can look elsewhere.  I've paid my bills that i had on my account and with my account i had in Houston as well.  

Regards,

****** ***********

Business Response:


Green Mountain Energy’s Response to BBB Case #******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Mr. *********** and we understand Mr. ***********’s concerns regarding the completion of service initiating at **** **** *** ****** ******. While we understand ***********’s concerns regarding the initiation of electric service. GMEC’s records does not reflect a request to initiate service at **** **** *** ****** ******.

A GMEC representative contacted Mr. *********** and he agreed to initiate electric service at **** **** *** ****** ******, via the customer service center effective January 30, 2016.

For any additional questions about this concern, please contact me at 713-488-8614. I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Feb 2013 I received a bill for $939 for the month of January. I continuously complained that my 1161 sq. ft. apt could not have a bill so high. I requested they re-read the meters. Later that month or the month of Feb. the meters were replaced with new smart meters. My apt. was a 2 bdrm and 3 people lived there. Myself, husband, and 9 yr old son shared this apt. and myself and husband worked while my son went to school. There is no way that we could incur a bill that high with just 3 people that worked and went to school. The other issue is that they replaced the meters to smart meters which would indicate a problem. I do owe but not the $939.

Desired Settlement: Since the meters had to be changed to smart meters due to the old meters being inaccurate I deserve an adjustment. I am not disputing that I owe green mountain for the month of January. I just don't owe the $939. I wouldn't mind coming to an agreement with them and this being removed from my credit report altogether.

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB 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. ****’s complaint against Green Mountain Energy Company (GMEC) concerns the invoiced amount of $938.66 the electric service account at ********* ******* *****. Ms. **** states she disputes the invoiced charges due to a meter exchange while being serviced by GMEC.

History
After reviewing this complaint GMEC has concluded the following: Ms. **** initiated electric service with GMEC at ********* ******* ***** Electric Service Identifier (ESI) ***************** utilizing meter #********, effective August 3, 2013.

On February 10, 2014, a final invoice was sent with usage reported from meter #******** for $938.66 for the final billing period of January 27, 2014 through February 3, 2014 with Current Charges of $124.61, and a Previous Amount Due of $814.05 due by February 28, 2014.

Resolution
GMEC apologizes for any misunderstanding these proceedings may have caused Ms. ****. A GMEC representative contacted ********* ****** ***** ****** and confirmed that the meter had not been exchanged during the time GMEC serviced Ms. **** at ********* ******* *****. A review of Ms. ****’s account determined that the account has been invoiced according to her Terms of Service. At this time, no billing adjustments 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.

****** *****
Customer Support
************

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Note: All facts stated below were verified by recorded phone conversations provided by Green Mountain Energy. On June 19th, 2015, I enrolled over the phone with Green Mountain Energy for a 12 month Fixed Rate plan. I was told by a customer representative that based on my previous usage, I would have a fixed price/kWh for 12 months. I further stated in multiple phone calls that I was in the military and would be moving in one year, which would work without having to break the contract. I agreed verbally to the 12 month fixed rate contract over the phone. Upon noticing increases in rates/kWh and an increasing bill for decreased monthly usage, I contacted Green Mountain Energy in September 2015. I was told during multiple calls with customer service that I was not in fact enrolled in a 12 month Fixed Rate plan, but rather, Average Billing, on a month to month basis with an adjustable rate bill. Because I had been incorrectly enrolled in the Average Billing, I had accumulated a $503 deferred balance that was due. Upon discovering the discrepancy and lack of satisfaction with Customer Service, I decided to leave Green Mountain as to not incur additional deferred balance as I was told disputes can take 1-2 billing cycles to address. I have explained multiple times to Green Mountain that due to my military status and pending transfer in 2016 that I would not have agreed to a contract such as Average Billing where I would have a large balance to pay upon transferring to a new duty station. I also maintained in multiple calls that I had enrolled in Fixed Rate billing on a 12 month contract. Green Mountain has evaluated my claim, but maintains that I did not enroll in Fixed Rate billing. I dispute this and maintained I have paid my bill and am not liable for the deferred balance for this mistake.

Desired Settlement: Waiver of deferred balance amount of $503.75 on account. Also, request immediate cancellation of collection services of Credit System International currently in contact with me.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. *********** complaint against Green Mountain Energy Company (GMEC) concerns the invoiced deferred amount of $503.00 from Average Billing and dispute of the month-to-month plan for his electric service account at **** ******** ***** *****
History
On July 29, 2014, an online request was received from Mr. ********* requesting to enroll his electric service at **** ******** ***** Lane effective August 1, 2014. In addition, Mr. *********** account was enrolled in the GMEC Pollution Free (Variable) plan. The term of this plan is month to month and has no Early Cancellation Fee.

On June 15, 2015, Mr. ********* contacted GMEC to check on his projected bill emails he receives. Mr. ********* was advised that his projected bills are estimation and he will only be invoiced according to his usage. During the call, Mr. ********* inquired about enrolling in Average Billing and was advised that he could cancel the program at any time and he would receive a confirmation letter. At that time, Mr. ********* elected to enroll in the Average Billing Program. The Average Billing Program does not reduce a customer’s overall energy expense. Average Billing is a billing option that adjusts the customer’s monthly payment, so charges are based on the average of the charges on the customer’s current and last 11 bills. As a result, the customer’s bills do not increase or decrease dramatically because of seasonal fluctuations in the amount of electricity the customer uses.

Subsequent invoices were sent to Mr. ********* from June 19, 2015 through September 18, 2015 reflecting the account charges, Average Billing monthly amount and the Average Billing Deferred Balance.

On September 18, 2015, an invoice for $208.95 was sent for the billing period of August 14, 2015 through September 15, 2015 with Current Charges of $291.09, a Current Average Billing Amount of $200.00 and a Late Payment Penalty of $8.95 due by October 5, 2015. This invoice states, “After payment of your monthly Total Due, your Deferred Balance will be $493.72.”

On September 23, 2015, Mr. ********* contacted GMEC regarding his account status and to see why his bill amounts were fluctuating. Mr. ********* was advised that he was on a variable month-to month plan in which his Energy Charge can change monthly and that due to the price changes, his Average Billing amount could fluctuate. Mr. ********* was advised that he could enroll in a term plan for price security. At that time, Mr. ********* declined enrolling in a term plan and stated he was going to review his invoices online and compare his rate per kWh over the past months.

On September 29, 2015, Mr. ********* contacted GMEC to dispute the month-to month plan for his account. At that time, a request was processed to investigate Mr. Spolarich's account. Mr. ********* was provided with a resolution timeframe of 1-2 billing cycles.

On September 30, 2015, a review of Mr. *********** account determined that he enrolled online in a variable month-to month plan on July 29, 2014 and no adjustments were warranted. An attempt to reach Mr. ********* to advise of the resolution was unsuccessful; however, a voice message was left.

On October 9, 2015, GMEC received notification that the electric service account at **** ******** ***** Lane was in the process of switching to another retail electric provider (REP) effective October 9, 2015.

On October 13, 2015, a final invoice for $696.67 was sent for the final billing period of September 15, 2015 through October 9, 2015 with Current Charges of $192.92, a Late Payment Penalty of $10.03 and a Balance Due from (Average) Billing Plan of $493.72 due by October 29, 2015.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. Spolarich. A review of Mr. *********** account determined that an online request was received from Mr. ********* on July 29, 2014 to enroll his electric service at **** ******** ***** Lane in the GMEC Pollution Free (Variable) plan. Additionally, invoices sent to Mr. ********* reflected the Average Billing amount, Average Billing Deferred Balance and Current Charges. The Deferred Balance is the cumulative difference between the monthly Average Billing amount and the actual monthly charges and is reflected on each of the monthly invoices. As such, GMEC as invoiced Mr. *********** account correctly based upon the terms and conditions of GMEC’s Average Billing Program and in accordance with his Terms of Service and EFL.

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.

****** *****
Customer Support
************

1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company refuses to refund late fees. We moved to a new location and obtained this energy company when doing so. Unfortunately, I went into labor while we were in the process of moving. To make things worse our newborn was placed into NICU after delivery, soon after he entered the world. During out time in the hospital invoices began to arrive at the new address. I have contacted all merchants and they have willingly corrected any late fees we may have accrued during this time. However, when contacting Green Mountain I have only received for a disconnection fee. This company charged a late fee along with the disconnection notice, then charged another late fee the following month when the initial fee was left unpaid.

Desired Settlement: I would like a refund of the two late fees on our account, which is approximately $4.57

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ******* disputes Late Payment Penalties for the electric service account at **** ****** ******. Ms.******* is requesting further assistance with this matter.

History

On October 29, 2015, an invoice for $68.09 was sent for the billing period of October 6, 2015 through October 27, 2015 with Current Charges of $68.09.

On November 23, 2015, a Disconnect Notice for $68.09 was sent due by December 3, 2015.

On December 1, 2015, an invoice for $153.55 was sent for the billing period of October 27, 2015 through November 25, 2015 with a Balance Forward of $68.09, Disconnect Notice Fee of $20.00, Late Payment Penalty of $3.40 and Current Charges of $62.06.

On December 2, 2015, a bank draft payment for $68.09 posted to Ms. *******’s account via Ms. *******’s online account management (OAM).

On December 17, 2015, a card payment for $62.06 posted to Ms. *******’s account via Ms. *******’s OAM.

On December 31, 2015, an invoice for $97.25 was sent for the billing period of November 25, 2015 through December 29, 2015 with a Balance Forward of $23.40, Late Payment Penalty of $1.17 and Current Charges of $72.68.

On January 16, 2016, Ms. ******* contacted GMEC for a status of her account. The GMEC provided an explanation of Ms. *******’s billing and charges. As a courtesy, a Disconnect Notice Fee of $20.00 was credited to the account. The GMEC representative advised Ms. ******* that the invoiced Late Payment Penalties could not be credited to the account.

Resolution

GMEC regrets any inconvenience or confusion these proceedings may have caused Ms. *******; however, GMEC has invoiced Ms. *******’s account correctly based upon the Terms of Service. 

As a courtesy, Late Payment Penalties totaling $4.57 were credited to the account.

On January 19, 2016, Ms. ******* was contacted and provided with the status of the complaint.

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. 

******* ****

Customer Support

************

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called in to transfer my service on or around sept 9 and was told I was unable to so I put in a turn off service. The agent never put in any notes nor did she turn off the service and now I'm being charged $403.54 due to her not doing her job and it's not fair. Why would I move and leav on service for someone else to a cure fees. When I called customer service the representative basically told me that that's the bill that I owe and that's unfair because I called in the last I talked to never did her job.

Desired Settlement: That accused usage needs to be removed

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ******’s complaint against GMEC concerns GMEC continuing to charge her for electricity service at her previous address after moving to a new address and notifying GMEC to cancel her service.  Ms. ******’s states that she called GMEC on or around September 9, 2015 to cancel service and to the disconnection order.

History

After researching this complaint we have concluded the following: Ms. ****** was served by GME at **** *********** ***** **** from September 19, 2014 to November 16, 2015.  Ms. ******’s GMEC account history did not indicate Ms. ****** contacting GMEC during her service with GMEC to request a move-out due to moving to a new address.  On November 16, 2015, another GMEC customer processed a move-in at **** *********** ***** **** resulting in the closure of Ms. ******’s account effective November 16, 2015.

Resolution

GMEC regrets any inconvenience or miscommunication these proceedings may have caused Ms. ******.  GMEC’s records do not reflect that a request was received from Ms. ****** to cancel the electric service account at **** *********** ***** ****.  Ms. ****** is responsible for the charges from the electricity service rendered at **** *********** ***** **** from September 19, 2014 to November 16, 2015.  Nonetheless, as a courtesy, a Disconnect Notice Fee of $20.00 and Disconnect Request Fees totaling $50.00 were credited to Ms. ******’s account.

Ms. ****** will still be responsible remaining electricity charges of $333.54 and are considered valid.  If you have any further questions please feel free to contact me.

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.

****** ********

Customer Support

************

1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: August 8th, 2014 I switched my electric services to NRG Electric (at that time it was called Reliant Energy) in which Reliant contacted Green Mountain to notify them that the contract has been termed. I was notified that I would get my final bill in the mail. 6 months after I got a bill in the mail for over $600, Green Mountain continued to bill me for electric services when I didn't even live on the property anymore. When I call customer services denies that I moved from the property and they can't give me any explanation for this.

Desired Settlement: I would like them to remove this from my credit report and send me the appropriate last month bill for 10 days.

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB Case #********

At Green Mountain Energy Company, 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 disputing the invoiced charges for the electric service at ***** ****** ***** *****. Additionally, Ms. ******** disputes that the account has been placed in collections.

History
On September 2, 2014, Ms. ******** contacted GMEC stating she requested to cancel the service at ***** ****** ***** ***** effective August 8, 2014. At that time, the GMEC representative advised Ms. ******** there was record of a cancellation request. Ms. ******** requested to escalate the call; however, in the process of being connected to a supervisor the line disconnected.

On September 24, 2014, GMEC received notification of a new enrollment request at ***** ****** ***** ***** resulting, in the closure of Ms. ******** account effective
September 25, 2014.

On September 29, 2014, a final notice for $612.85 was sent to was sent to ***** ****** ***** *****.

Full payment for the past due balance did not post to Ms. ********’s account; therefore, the account balance was referred to a collection agency on December 10, 2014.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused
Ms. ********. A review of Ms. ********’s account determined that GMEC did not receive a request to cancel service; therefore, the account was submitted to Collections in accordance with her Terms of Service. At this time, no billing adjustments are warranted.

A GMEC representative attempted to contact Ms. ******** regarding her concern however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of Ms. ********’s account if needed.

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.
****** *****
Customer Support
713-488-8614

Consumer Response: Complaint: ********

I am rejecting this response because: you mentioned Ms. ******** account, my account for *** ********* *** *** *** Houston TX 77058 is the account on the requested account that I called to have services discontinuedo on August of 2014. So you have accounts wrong. I was not living at the 900 Henderson address past August 10th, 2014. I am requesting for the appropriate bill. I will not pay for electric services at a residents I was not living in. I was never given an accurate last bill. I want the accurate Bill and it removed from my credit immediately.  

Regards,

******* ********

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB Case #********

At Green Mountain Energy Company, 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 disputing the invoiced charges for the electric service at *** ********* ****** ****. Additionally, Ms. ******** disputes that the account has been placed in collections.

History
On September 2, 2014, Ms. ******** contacted GMEC stating she requested to cancel the service at *** ********* ****** **** effective August 8, 2014. At that time, the GMEC representative advised
Ms. ******** there was no record of a cancellation request. Ms. ******** requested to escalate the call; however, in the process of being connected to a supervisor the call disconnected.

On September 24, 2014, GMEC received notification of a new enrollment request at *** ********* ****** **** resulting, in the closure of Ms. ******** account effective September 25, 2014.

On September 29, 2014, a final notice for $612.85 was sent to *** ********* ****** **** due by October 15, 2014.

Full payment for the past due balance did not post to Ms. ********’s account; therefore, the account balance was referred to a collection agency on December 10, 2014.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused
Ms. ********. A review of Ms. ********’s account determined that GMEC did not receive a request to cancel service; therefore, the account was submitted to Collections in accordance with her Terms of Service. At this time, no billing adjustments are warranted.

A GMEC representative attempted to contact Ms. ******** regarding her concern however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of Ms. ********’s account if needed.

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.

****** *****
******** ******* ************

Consumer Response: Complaint: ********

I am rejecting this response because: I requested the service to be cancelled on August 8th to term on the 10th. I called again on the 2nd and the still did not cancel my account. They came up with some crap excuse that the call was disconnected. I told them to cancel my account so they should of cancelled my account then! I was not living at the 900 henderson address after the 10th and to continue to charge me after multiple attempts to cancel the service is complete fraud. I paid $305 dollars on the 11th of August.  This is complete fraud and needs to be addressed! 

Regards,

******* ********

1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Solicitor was pushy asking my birthday, too much needed information, and I got suspicious since this person did not have a proper license for our town, nor did they ask our home owners association for permission to solicit. The solicitor was rude, and I was very busy taking a company required test, and I was eating, and opened my door as I thought she was the mail carrier. She told me she could not come back; completely unaware of my needs, but kept saying, "no problem," and it was a problem for me, my information and did not erase it when I decided I could not continue at that time, and the solicitor said she would not come back and I was totally impossible, after I have given her information that she needed, with the exception of my birth date, and I waited for said phone call never came, and then she rang my door bell again, as I told her they never called. At that point she said, she had not told them to. This is when I said, "you will have to come back...and she got really rude!" She did not have a business license ID for our town either.

Desired Settlement: I would like in writing that my personal information which included my Com Ed account, my address, name, and email be deleted from her tablet, the Agents ID was *****

Business Response:

To Whom It May Concern,

 Green Mountain Energy received Ms. S R *****’s complaint on December 22, 2015.  The following outlines her enrollment, account status, and our resolution.

Prior to receiving the complaint, on September 15, 2015, Green Mountain Energy did not speak with Ms. *****.  Upon receiving her complaint, Green Mountain Energy spoke with Ms. ***** on December 22, 2015.  During this call, we apologized for any dissatisfactory experience she may have had with Green Mountain Energy.  Green Mountain Energy does not condone deceptive behavior by any of our representatives, and we have a strict code of conduct for all sales.  Furthermore, we assured Ms. ***** that none of her information was in our system, and she will not have an account with Green Mountain Energy.  We consider this matter closed.

Please let me know if you need any additional information regarding this complaint.

 

***** *******

**** ****** ******* **** *****

************* ** ***** ************** *** ************** ***

 

1/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of an apartment Aug 2nd or 3rd of 2010. I called green mountain to have the electricity cut off as I was moving out of state. I was told it would be no problem. I remember asking for an additional day or two and I was told that it would no be a problem. I moved out and had my mail forwarded. Someone else moved into that apartment. Green Mountain tried and failed to cut off the electricity. They continued to bill me for months without my knowledge. The apartment had been immediately rented and Green Mountain was someone billing me for someone else using the electricity. Green Mountain had NO PROBLEM WHATSOEVER cutting off this illegal electric account for nonpayment but for some reason was INCAPABLE of following through and turning the electricity off when it was supposed tone turned off. To add insult to injury, I was put into collections for an amount I did not owe the company. I never received any deposit or any final bill. The whole account is screwed up and my credit has been badly hurt by these untruthful statements of this company. It has been YEARS and I have called them and been assured that it would be handled and it still is not. THEY KNEW I MOVED OUT and continued an account I requested to be closed. Currently on my credit report there is an open account in collections with Green Mountain. This is ridiculous! Green Mountain claims that this is my fault, but no one there is so incompetent as to not follow the directions of closing off the account. They certainly "closed" it swiftly at their convenience some two months after I had already left. I regret from the bottom of my green-save-the-planet little heart that I was suckered into using this company for my electricity. Had I had Reliant, this would have been responsibly handled. EVEN TODAY, I am given he run around on the phone with Green Mountain. Today a representative told me that we could settle the account today if I just paid them 700+ dollars…. the 700+ bucks THAT I DON'T OWE THE COMPANY. In 2010 and 2011, I was LIED TO by employees who assured me this was handled. Today I am STILL PAYING FOR GREEN MOUNTAIN'S deceitful practices and illogical billing. Please help me get this awful, duplicitous company from continuing to ruin my credit and refusal to update their records to reflect the mistake THEY MADE.

Desired Settlement: I want my credit corrected, I want the bill corrected and the amount owed to be nothing to offset the untold amount of damage to my credit that you have done and the stress, I want any deposit I made to the company returned

Business Response:

Green Mountain Energy’s Response to BBB 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 disputing the invoiced charges for the electric service at **** ***** ****** *****.  Additionally, Ms. ******** disputes that the account has been placed in collections.

History

On July 14, 2010, Ms. ******** contacted GMEC requesting to discontinue her electric service at **** ***** ****** ***** effective August 20, 2010 and her request  was processed.  At that time, Ms. ******** declined to provide a forwarding mailing address.

On August 2, 2010,  ******** contacted GMEC and requested to cancel her move-out request and her request was processed.

On August 9, 2010, an invoice of $405.80 for the billing period of July 8, 2010 through August 5, 2010 was sent to **** ***** ****** ***** with a Balance Forward of $269.69 and Current Charges of $136.11 with a due date of  August 27, 2010.

On August 12, 2010, a disconnection notice was sent with a due date of August 25, 2010.

On September 8, 2010, an invoice of $636.51 for the billing period of August 5, 2010 through September 3, 2010 was sent to **** ***** ****** ***** with a Balance Forward of $405.80 and Current Charges of $230.71 with a due date of  September 27, 2010.

After a Disconnection Notice was sent to Ms. ******** on August 12, 2010 due by August 25, 2010 was left unpaid, a disconnect order was sent to on August 27, 2010 which completed on August 31, 2010.  Because the Disconnection Notice amount remained unpaid, a move-out request due to non-payment was sent to CenterPoint Energy (CNP) which completed on September 16, 2010.   

On September 20, 2010, an invoice of $713.14 for the billing period of September 3, 2010  through September 16, 2010 was sent to **** ***** ****** ***** with a Balance Forward of $636.51 and Current Charges of $76.63 with a due date of  October 8, 2010.

On September 29, 2010, a final notice for $714.54 was sent to was sent to **** ***** ****** ***** with a Balance Forward of $713.14 and Current Charges of $1.40 with a due date of  October 18, 2010.

Full payment for the past due balance did not post to Ms. ********’s account; therefore, the account balance was referred to a collection agency on November 22, 2010.

Resolution

GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. ********.  A review of Ms. ********’s account determined that the account was submitted to Collections in accordance with her Terms of Service.  At this time, no billing adjustments are warranted. 

A GMEC representative attempted to contact Ms. ******** regarding her concern however, the attempts were unsuccessful.  Messages providing the GMEC representative contact information were left for further discussion of Ms. ********’s account if needed.

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. 

****** *****

Customer Support

************

Consumer Response:

Complaint: ********

I am rejecting this response because:

I was called and he phone rang twice Nd she hung up. I called her back immediately and she did not answer. I left my phone number and asked for a call back. I was never contacted again. This was a couple of days ago. They are not making a converted effort to resolve this. I call this lady back within two minutes of her call and left a message on her answering machine. She has not called me back. Additionally, it is noted that the service was not cancelled as per my request. I was told I could extend the cancelation for a couple of days with no problem. They did not cut off the service. Additionally, I did contact the collection agency in 2010 or 2011. I received mail from them and that is how I first came aware of this situation and I also called green mountain. I called also my apartment community and had information from them. Green mountain has a message from me from days ago and no one ever called me back and I have been waiting. I do not accept any billing or fees past the requested date of service cancellation.

Regards,

***** ********

Business Response: Green Mountain Energy’s Response to BBB Case # ******** Rebuttal
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ********, and we understand Ms. Shepard’s concerns regarding the invoiced charges for the electric service at **** ***** ****** *****.

While we understand Ms. ******** concerns regarding the invoiced charges to her account.
A review of Ms. ********’s account determined that the account was submitted to Collections in accordance with her Terms of Service. At this time, no billing adjustments are warranted.

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.

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

the response does not accept any responsibility for the error made by the company.  It just states that they submitted it to collections.  It does not state that any adjustments will be made.  It is ridiculous.  It is not surprising, though, as it has been years.  It is the same old thing. It is not ethical to bill a person for electricity they did not use.  It is not ethical business practices to bill someone for your error.  They have made no further attempts to contact me and are recalcitrant.  

 

BBC, thank you for attempting to mediate between me and this duplicitous company.  I believe it has failed.  

Regards,

***** ********

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I established service with Green Mtn on November of 2014 and provided a deposit of $279.00 My service was disconnected on Nov 16th and Green Mtn was notified of the disconnect. They have yet to accomplish a final billing as of 12/9. Under PUC Section 25.24 my deposit should have been returned at the 12 months of service which has past and has not Multiple calls to Green Mt and they said 14 business and the account would be final billed and deposit returned 12/9- Contacted Green Mtn ******, no action has been taken to date. This violation and poor service requires attention

Desired Settlement: refund of deposit - all payments for service on time and final bill

Business Response:
Green Mountain Energy Company (GMEC)’s Response to BBB Case # ********

At 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. ******’s complaint against GMRC is in regards to a deposit refund.  Mr. ****** states that he cancelled his service on November 16, 2015 and GMEC has yet to refund his deposit of $279.00. 
Mr. ****** is requesting a refund of his deposit and further assistance in this matter.

History
After researching this complaint we have concluded the following:  Our records indicate Mr. ****** began service with GMEC on December 1, 2014 at *** ****** ****** ****.  At the time of Mr. ******’s enrollment a $279.00 security deposit was required to initiate service with GMEC.

On November 14, 2015, GMEC received notification that the electric service at *** ****** ****** ****
was switching to another retail electric provider (REP) effective November 16, 2015.  As a result,
Mr. ******’s $279.00 security deposit (plus accrued interest) was applied to his remaining GMEC account balance, leaving a credit balance on $225.38. 

Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ******.  Account records reflect that on December 16, 2015, a request was processed to refund the remaining credit balance of $225.38 and a refund check will be sent to Mr. ******’s mailing address of *** ****** ****** **** **** ****** ***** ******

Multiple attempts to contact Mr. ****** have been unsuccessful; however, voice mail messages were left.  

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 9 a.m. to 5 p.m. 

***** ******
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because: the refund amount is incorrect. 

1. The deposit amount was $279.00, however the reading of the final bill is incomplete and incorrect.  I was on GME Renewable Rewards Program which provides a credit for the amount of electric sent back to the utility company, see October bill enclosed for proof.  The November bill fails to provide the credit for energy returned to the grid from 10/22 - 11/16 as part of the program agreement yet I was still billed at the renewable rewards price point for power used.  Thus Green Mountain has failed to return my deposit and represents fraud and dishonest business practice as this is part of the electric agreement.

2, On November 14, 2015, GMEC received notification that the electric service at *** ****** ****** **** was switching to another retail electric provider (REP) effective November 16, 2015.  I contacted GME on 11/20, 11/29,  12/10 to attempt to have GMEC provide a final bill and refund, each time speaking to a supervisor and assured this would be resolved.  Why must a customer contact the BBB to receive resolution?

3. Ms. ****** specifies "Multiple attempts to contact Mr. ****** have been unsuccessful; however, voice mail messages were left", this is incorrect.  1 attempt was made on Dec 11 (Friday) at 4:20 PM.  A return was made and a message left, with no return call, call records can be provided.


Regards,

***** ******

Business Response:

Green Mountain Energy Company (GMEC)’s Response to BBB Case # ******** Rebuttal

GMEC regrets any inconvenience these proceedings may have caused Mr. ******. 

On December 30, 2015, a corrected final invoice with a credit balance of $262.63 was sent for the final billing period of October 22, 2015 through November 16, 2015 with Current

Charges of $16.56, a Deposit Refund of $279.00 and a Deposit Interest credit of $0.19.  This invoice reflects the GMEC Renewable Rewards Credit for $37.25.  

Account records reflect that multiple calls were received from Mr. ****** regarding the status of his deposit refund and Mr. ****** was advised that the credit balance refund has been processed.

On December 30, 2015, a courtesy credit of $25.00 was applied to Mr. ******’s account resulting in a credit balance of $287.63 which will be sent in the form of a refund check.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 9 a.m. to 5 p.m. 

***** ******

Customer Support

************

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter was at HEB grocery store in Pearland TX a sale rep for Green Mountain Energy was selling there service he ask my daughter ****** about our electric she stated the bill was high he stated he could give us a cheaper rate she stated she would have to think about it , he said he needed her social security number to check rates and her email address and to see if she had to pay a deposit so they could send the information and if she decided too ,the rate would be lock in, well they switch my account and they did not have her or my permission. I want them to switch my account back to reliant asap. This is slamming. This guy and this company are liars and thieves.

Desired Settlement: I want my services switch back to Reliant at once . And for them to cancel there service I don't want it because if they have to cheat and lye I want no parts of them.

Business Response:
Green Mountain Energy Company’s Response to BBB Case #********

At Green Mountain Energy Company, 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. ********* complaint against Green Mountain Energy Company (GMEC) concerns an unauthorized switch of her electric service account at **** ******* ***** to GMEC. Ms. ******* states a GMEC representative advised her daughter that she could get a cheaper rate and the GMEC representative processed a switch request without her authorization. Ms. ******* is requesting to cancel the switch request.

History
After researching this complaint GMEC has concluded the following: Our records indicate that on December 23, 2015, GMEC received a request to enroll the electric service for Ms. ******* via an electronic tablet enrollment at a H.E.B. storefront retail location effective within the next 5 business days. Ms. ******* provided her date of birth and Social Security Number as authorization for the switch. An enrollment order confirmation email was sent to ********************, on December 23, 2015, which included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document.

On December 24, 2015, Ms. ******* contacted GMEC and requested to cancel the request to enroll the electric service at **** ******* ***** and stated that she did not authorize the enrollment request and her request was processed.

Resolution
GMEC apologizes for any confusion or inconvenience these proceedings may have caused Ms. *******. A review of Ms. ********* account determined that a valid switch request was received; however, due to the request to cancel the switch, the enrollment request did not complete.

A GMEC representative attempted to contact Ms. ******* regarding her concern however, the attempts were unsuccessful. Messages providing the GMEC representative contact information were left for further discussion of Ms. ********* account if needed.

Ms. ******* does not have an account with GMEC.

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.

****** *****
Customer Support
************

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a property that I use for Rental. Prior tenants left property and left an unpaid bill, which they made payment arrangements with Green mountain. I rented the property to another person that was not able to put electricity because they were apparently related to prior tenant. So then I tried to put electricity under my name to clean the property and sell it after I lost 2 prospect tenants due to the switch hold.. After hours spent talking to all 3 companies they all blamed each other. Green Mountain said they put the hold on the person not the property, which after hours I found out that is a lie!!!!, I found out it was Green Mountain, spoke with supervisor and was asked to send Affidavit stating I was not related to tenants and ownership of property. I sent all information 2 weeks ago, and still nothing, I can't put electricity which I thought it was a necessity not a luxury because of the incompetence of people, My current company ****** ****** stated Green mountain Denied the switch hold because I was related to the tenant which is absurd, they are confused with 2 prior tenants. I have spoken with all corporate offices, *****, ****** and Green Mountain and weeks have passed and I'm losing hundreds of Dollars due to the incompetence or ability to do things the correct way! I'm the owner and can't put electricity in my property !!!!!

Desired Settlement: Follow correct procedures and remove Hold on my property, I have sent all documentation several times!!!! Next step is lawsuit and Involve Media and Corporate office! I have wasted hours of my time dealing with this. Green Mountain is responsible for the hold and ***** and ****** ****** my current Electricity company have confirmed that is Green Mountain, which a green Mountain supervisor told me that the hold should not be on the property. I Educated myself very well in the whole process!

Business Response:
Green Mountain Energy’s Response to BBB 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 removal of a switch hold for the electric service address at **** ***** ****** ******

History
After researching this complaint:  GMEC account records do not reflect an active account for the electric service address at **** ***** ****** ******

Resolution
GMEC apologizes for any inconvenience these proceedings may have caused Ms. *******.
Account records do not reflect an active switch hold for the electric service address at **** ***** ****** ****** ESID# *****************.  

Multiple attempts to contact Ms. ******* were unsuccessful and voicemail messages were provided.

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. 

******* **** ************

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been with this company over 11 months. We moved to a new residence and the previous tenants had a switch hold on the electric meter. We were.given the paperwork to have it lifted, New occupancy and landlord affidavit and we have been without electricity for 3 days still. They gave us the wrong emails and and now are.telling us it may be 4 more days to process. One if our animals sided last night despite being in the house because I'd the freezing temperatures

Desired Settlement: Delivery, repair, finish the job

Business Response:
Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. *****’ complaint against Green Mountain Energy Company (GMEC) concerns the timeframe to initiate an electric service account in his name at *** ******** *****. Mr. ***** states that a switch hold was active on the address as a result of the previous tenants. Mr. ***** states that he was provided the incorrect email address to send the New Occupant Confirmation Form. Mr. ***** is requesting that GMEC initiate the electric service immediately.

History
After researching this complaint GMEC has concluded the following:  Our records indicate that on December 2, 2015, Mr. ***** contacted GMEC and requested to cancel the electric service at **** ****** * effective January 2, 2016 and enroll the electric service at *** ******** ***** effective December 2, 2015. The GMEC representative advised Mr. ***** that a switch hold was active at *** ******** ***** ESI #***************** and that his move-in request would be delayed until the required documents are received and verified to remove the switch hold. Mr. ***** was advised that in order to complete his enrollment he would be required to provide a copy of a deed/lease or closing document reflecting that he was a new occupant and complete a new occupant confirmation form. At that time, the New Occupant Confirmation Form was sent to ***********************

Later on December 2, 2015, Ms.  ***** contacted GMEC requesting a status of the New Occupant Confirmation Form. While reviewing the account, a GMEC representative determined that the New Occupant Confirmation Form was sent to the incorrect email address.  At that time, the New Occupant Confirmation Form was sent to ******************** and ***********************

On December 3, 2015, GMEC received supporting deed/lease documentation, but the documentation did not include the New Occupant Confirmation Form. A GMEC representative contacted Ms. ***** and advised that in order to complete the enrollment a New Occupant Confirmation Form is required.

On December 4, 2015, GMEC received multiple contacts from Ms. ***** requesting a status of the enrollment. The GMEC representatives advised Ms. ***** that in order to complete the enrollment a New Occupant Confirmation Form is required. Ms. ***** stated that she was provided the incorrect email address to send the New Occupant Confirmation Form and that the landlord was unable to sign New Occupant Confirmation Form.

On December 10, 2015, GMEC received multiple contacts from Mr. ***** requesting a status of the account. Mr. ***** was advised that in order to complete his enrollment he would be required to provide a New Occupant Confirmation Form. At that time, Mr. ***** emailed the New Occupant Confirmation Form. Mr. *****’ documents were received and a request was sent to Oncor Electric Delivery Company (Oncor) to remove the switch hold. A response was received from Oncor advising the switch hold was removed and the enrollment request was scheduled for December 11, 2015.  Mr. ***** was advised that the enrollment request is scheduled for December 11, 2015.

Resolution
GMEC regrets any inconvenience these proceedings may have caused and we understand Mr. *****’ concerns regarding initiation of the electric service. Mr. *****’ enrollment request completed
December 11, 2015.

Multiple attempts to contact Mr. ***** to provide an update were unsuccessful.

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. 

******* ****
Customer Support
************





12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged 145.00 for an priority connection for services to be transferred to another address the rep on the other line said next day service would be 2.47 cents. We had this conversation on the 6th if he had explained that I would have not been charged that fee I have been a customer of Green Mountain for years now and I had this problem and they resolved it,

Desired Settlement: In the past I have used green mountain and transferred services many times without a problem, I would like them to remove the 145.00 and tell customers in the future how much you will be billed and explain better

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ********* complaint against Green Mountain Energy Company (GMEC) concerns a dispute of a $147.85 “Account Initiation” charge on his GMEC invoice for the electric service at **** **** *******  Mr. ******* states he was not advised of the charge and is requesting a refund.

History
On September 8, 2015, Mr. ******* contacted GMEC to cancel his electric service at 1146 Faulkner Lane effective September 9, 2015 and to activate his new electric service at **** **** ****** effective September 9, 2015. During the enrollment call, Mr. ******* advised that the new electric service at **** **** ****** was not a new construction, rewiring or mobile home and confirmed that a meter was accessible at the location.  

On September 9, 2015, GMEC received notification from Oncor Electric Delivery Company (ONCOR) that a premise permit was required in order to activate the electric service. Mr. ******* was contacted on September 10, 2015 and advised that a premise permit was required in order to activate the electric service.

Mr. ********* electric service request at **** **** ****** was completed effective September 29, 2015.

On October 23, 2015, an invoice for $161.02 was sent for the billing period of September 29, 2015 through October 21, 2015. This invoice included an Account Initiation charge of $147.85.

On October 28, 2015, Mr. ******* contacted GMEC to dispute the Account Initiation charge on the October 23, 2015 invoice.  At that time, a request was submitted to review the account.  Mr. ******* was advised to allow one to two billing cycles for resolution.

On October 29, 2015, an ONCOR representative confirmed that there was not an existing meter at **** **** ****** and a new meter installation was required to complete the enrollment request.  At that time, the GMEC representative determined that the Account Initiation charge of $147.85 was valid. The GMEC representative attempted to contact Mr. ******* to provide an update, but was unsuccessful.

On November 10, 2015, Mr. ******* contacted GMEC for a status of his account. The GMEC representative advised Mr. ******* that the Account Initiation charge of $147.85 was valid. Mr. ******* requested to review the September 8, 2015 enrollment call. At that time, the GMEC representative allowed Mr. ******* to review the September 8, 2015 enrollment call.

Resolution
GMEC regrets any inconvenience or confusion Mr. ******* may have experienced. A review of Mr. ********* account determined that during the September 8, 2015 enrollment call, Mr. ******* advised that **** **** ****** was not a new construction, rewiring or mobile home and confirmed that a meter was accessible at the location.  As a result, the GMEC representative provided the proper charges associated with an existing self-contained and or transformer meter. As previously stated, ONCOR confirmed that there was not an existing meter at **** **** ****** and a new meter installation was required to complete the enrollment request. As a result, Mr. ******* received the Account Initiation charge of $147.85. At this time, no adjustments or credits are warranted. GMEC apologizes for any inconvenience these proceedings may have caused and we appreciate your continued service.

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. 


******* ****
Customer Support
************

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It has now been well over 6 months and still no credit or resolution reflection on my bill. I was being double billed and I discovered back in February, 2015. Apparently it started in Oct. 2014. I was originally going to move but decided not to so I had the transfer stopped however Green Mountain continued to bill me at both address even though they had initially stated I could not have service at two different address. None the less, to date nothing has been credited to my account. After speaking with at least 4 different people and concluding that there was a credit due and that I had actually cancelled the transfer so it should have never happed, no one has called to give a status update on the amount due nor has a credit been posted to my account.

Desired Settlement: I would like to see a credit on my account within the next two billing cycles.

Business Response:
Green Mountain Energy’s Response to BBB 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 disputing the invoiced charges for the service address of **** ****** ******

History
On September 3, 2014, an online request was received from Ms. **** requesting to cancel her electric service from 602 Redwood Drive on November 5, 2015 and to activate her new electric service at **** ****** ***** on September 8, 2014 and her request was processed. 

On October 2, 2014, an invoice was sent for the service address of **** ****** ***** for the billing period of September 8, 2014 through September 30, 2014 with Current Charges of $61.51.

On October 17, 2014, Ms. **** called GMEC and requested to cancel electric service at **** ****** ***** effective October 17, 2014 and her request was processed.

On October 31, 2014, an invoice was sent for the service address of **** ****** ***** for the billing period of September 30, 2014 through October 29, 2014 with Current Charges of $2.25.

On December 2, 2014, an invoice was sent for the service address of **** ****** ***** for the billing period of October 29, 2014 through November 26, 2014 with Current Charges of $2.36.

On December 31, 2014, an invoice was sent for the service address of **** ****** ***** for the billing period of November 26, 2014 through December 29, 2014 with Current Charges of $2.25.

On February 2, 2015, an invoice was sent for the service address of **** ****** ***** for the billing period of December 29, 2014 through January29, 2015 with Current Charges of $2.25.

On February 18, 2015, a final invoice was sent for the service address of **** ****** ***** for the billing period of January29, 2015 through February 16, 2015 with Current Charges of $1.35.

On February 16, 2015, Ms. **** called GMEC to report that the electric service at **** ****** ***** was active.  A GMEC representative advised Ms. **** that the request to cancel her electric service at **** ****** ***** did not complete.  At that time, a request was submitted to cancel electric service effective February 16, 2015.  Additionally, a request was processed to dispute any charges assessed to Ms. ****’s account at **** ****** ***** for the billing period of October 17, 2014 through February 16, 2015.

On March 26, 2015, GMEC credited Ms. ****’s account $5.51 for the disputed billing period of October 18, 2014 through February 16, 2015.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. ****.  GMEC’s records reflect that a request was submitted to disconnect electric service effective February 16, 2015 and was processed.  After further review it was determined that a credit of $10.46 was owed to Ms. ****’s account for the billing period of October 18, 2014 through
February 16, 2015; however, there was a partial credit of $5.51 applied to Ms. ****’s account.  GMEC has applied the remaining credit of $4.95 totaling $10.46 for the disputed billing period of October 18, 2014 through February 16, 2015

A GMEC representative attempted to contact Ms. **** regarding her billing concern however, the attempts were unsuccessful.  Messages providing the GMEC representative contact information were left for further discussion of Ms. ****’s account if needed.

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. 

****** *****
Customer Support
************

12/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: THE MAN TOLD ME THAT I WOULD BE SAVING MORE MONEY WITH GREEN MOUNTAIN ENERGY. THAT WAS WRONG THE BILL WAS TWICE AS MUCH THAT I HAVE BEEN PAYING PRIOR. I CANCELLED THE CONTRACT AND THEY WANT ME TO PAY 261.00 MORE FOR THE CANCELLATION OF CONTRACT. WHEN THEY LIED TO ME FROM THE BEGINING, TELLING ME THE I WAS GOING TO PAY LESS THAN WHAT I ALREADY BEEN PAYING. CALLED THEM UP BY PHONE AND THEY TOLD ME THAT I HAD TO PAY. THIS HAS BEEN THE WORST EXPIRIENCE I HAVE EVER HAD WITH A COMPANY THAT LIE'S TO GET YOU TO SIGN A CONTRACT SO THAT CAN CHARGE YOU FOR BREAKING CONTRACT. THAT DOES NOT EVEN MAKE SENSE TO ME, I HAVE BEEN SCAMMED AND FEEL VIOLATED.

Desired Settlement: CANCELLATION FEE WAIVED

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ******’s complaint against Green Mountain Energy Company (GMEC) concerns misinformation provided by a GMEC door-to-door sales representative about the price plan he was offered.  Mr. ****** states that a GMEC door-to-door sales representative advised him that switching to GMEC would result in lower costs than his previous retail electric provider (REP). Mr. ****** states that the switch to GMEC has resulted in higher costs than his previous retail electric provider. Mr. ******* is requesting to cancel the price plan without penalty.

History
After researching this complaint GMEC has concluded the following:  Our records indicate that on
July 6, 2015, GMEC received an enrollment request from Mr. ****** via a door-to-door sign up.  Mr. ****** agreed to switch his electric service account at **** ******** ****** to GMEC.  Mr. ****** agreed to enroll in the GMEC Solar Spark 24 Select plan with a $100.00 Promotional Incentive bill credit.

The term of this plan is 24 months and it has a $200.00 Early Cancellation Fee.  Mr. ****** was provided terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the GMEC door to-door sales representative on July 6, 2015.  Mr. ******’s switch completed July 6, 2015.  

Multiple contacts from Mr. ****** were received August 13, 2015 through October 5, 2015 disputing the terms of the price plan and a cancellation fee assessed by his previous REP. Mr. ****** also requested to cancel the switch and return the electric service to his previous REP.  GMEC representatives advised
Mr. ****** that GMEC is not responsible for his previous REP’s cancellation fee and he has been invoiced in accordance with the price plan. The GMEC representatives also advised Mr. ****** that the account will incur an Early Cancellation Fee of $200.00, if he switches the electric service to another REP.

On October 6, 2015, GMEC received notification that the electric service account at 5509 Bobolink was switching to another REP effective October 6, 2015.

On October 9, 2015, a final invoice for $372.46 was sent for the final billing period of
September 15, 2015 through October 6, 2015. This invoice included an Early Cancellation Fee of $200.00.

Multiple contacts from Mr. ****** were received October 14, 2015 through November 24, 2015 disputing the Early Cancellation Fee. An investigation was submitted to review his account. A GMEC representative determined that during the enrollment call, Mr. ****** was disclosed all pricing information on the GMEC Solar Spark 24 Select price plan; therefore that account was invoiced correctly, in accordance with his Terms of Service and EFL. Mr. ****** was advised that the Early Cancellation Fee is valid.

Resolution
GMEC regrets any miscommunication Mr. ****** may have experienced; however, a review of his account determined that Mr. ****** was invoiced in accordance with his Terms of Service and EFL. 
We have addressed Mr. ******’s door-to-door sales representative issues with sales management.  As part of training and company policy, all sales agents are required to provide accurate information when selling to potential customers.  All agents have been reminded of this.  We work hard to ensure that our sales, customer service practices and personnel properly provide accurate information and meet high standards for quality, courtesy and professionalism whether those programs are conducted with GMEC employees or third-party contractors. 

As a courtesy, a request was submitted to waive the Early Cancellation Fee of $200.00. Mr. ****** will receive a corrected final invoice.

Multiple attempts to contact Mr. ****** to provide an update were unsuccessful.

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. 

******* ****
Customer Support
************



12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had 2 young people come to our door with Green Mountain Energy badges soliciting for their company. We told them we weren't interested in changing from Com Ed to GME. They kept assuring us they were not trying to do that and to prove it, they wanted to come in and use our phone. We said no and they said that was the only way they could prove they weren't trying to do that. My son happened to be visiting and asked for the number they wanted to call and they wouldn't give it to him and he kept after them til they did. He called the number and asked the person on the other end if that was what GME was trying to do and she said yes and confirmed what we thought. They were out to get people to transfer Com Ed service to GME. After all was said and done, we find out that somehow we are now customers of GME. We called Com Ed and they told us they had run into this before and would send us a letter and from that letter we would contact GME to cancel our service and then call Com Ed and get back to them. This is a scam and and has got us into a lot of trouble to cancel and get Com Ed as our electrical service once again. We noticed GME is a BBB customer and we would appreciate your looking into this for us. I think this whole thing is actually illegal. We did NOT sign anything so how could they transfer our electrical from Com Ed to GME? They kept saying they were just trying to gather gather information and not slamming us.

Desired Settlement: We don't want to change our electrical suppliers and we don't want to see or hear from GME again. If indeed we are customers of theirs through some unsolicited means, we will not pay for any service from them before we can become customers of Com Ed once again. Once again we did not authorize or sign anything. I want the BBB to take away their accreditation. How well did you vet this company?

Business Response: To Whom It May Concern,
Green Mountain Energy received ******* *****’ complaint on November 19, 2015.  The following outlines our actions taken and our resolution.

Prior to receiving the complaint, Green Mountain Energy did not speak with Mrs. *****.  Upon receiving this complaint, Green Mountain Energy searched our customer data base for an account matching with Mrs. ***** name, service address, telephone number and email address.  We were unable to find an account with her information.  Green Mountain Energy spoke with Mrs. ***** on November 19, 2015.  We spoke about the complaint she filed, and explained that we could not find an account matching her information.  We advised that because of this, we believed that she may have been visited by representatives from a different electricity company.  Green Mountain Energy was unable to search for an account based on Mrs. *****’ account number, as she did not feel comfortable providing it..  Furthermore, our door to door team was unable to locate any records matching her information either.  We advised Mrs. ***** to contact her local utility company to confirm which third party supplier enrolled her account.  Should Ms. ***** provide information differing from our findings, we will certainly work to resolve any outstanding issues.  Until then, we consider this matter closed.

Please let me know if you need additional information regarding this case.

Sincerely,

************ 
**** ****** ******* **** ***** ************* ** ***** ************** *** ************** ***

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a 6 month contract with a promise of a $100 gift card. No where on their website does it state nor was I ever notified that a late payment would disqualify me from receiving the $100 gift card. I called the their customer service to see why I hadn't received my gift card. I was told my account was ineligible for that incentive ($100 gift card) because of one late payment. I told them I was never notified the requirements not did it state it on their website when I signed up. I was told they can send me a incentive form that I would receive (after 3 months of service) with the disclosure/requirement of my account not having a late payment therefore no way of knowing of the requirements prior to getting into contract with them. I feel my business was acquired through false advertisement.

Desired Settlement: I wish to receive my $100 gift card if not at least be able to terminate my contract without penalty.

Business Response:   Green Mountain Energy’s Response to BBB 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
Mr. ******* is requesting to receive a $100.00 gift card promotional incentive for the electric service at 6858 Round Table Street.

History
Multiple contacts were received from Mr. ******* from November 19, 2015 through November 21, 2015 requesting a status of the $100.00 gift card promotional incentive. The GMEC representatives advised
Mr. ******* that the account was not eligible to receive the $100 gift card due to a late payment accruing within the first 3 months of service.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******. On November 30, 2015, as a one-time courtesy, $25.00 was credited to the account in lieu of the $100.00 gift card promotional incentive and for Mr. ******* customer experience.

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.
****** *****
Customer Support
************

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been fighting with them for almost 6 weeks. They lost a payment. My bank has sent proof twice that they got the checked and cashed it, along with all the information they need to see which of their accounts they deposited to. I have had 3 disconnect notices and charged $20.00 of each one as well as over $10.00 ea for late fees b/c they cannot find the payment. All other expenses are up to date. I had to stop payment on a $300.00 check b/c I paid them over the phone due to one of the disconnect notices while they "researched" the missing payment. I finally got a supervisor on the phone who was supposed to refund 2 of the disconnect fees and the late fees, as well as another young man that supposedly refunded the $25.00 they charged me for the stop payment on the $300. However, I cannot confirm that the fees have been refunded because their online billing system does not allow up to date information. I have talked to at least 9 different people and all of them are great at reciting their script of "I'm sorry you have to deal with this. I know how you feel." I had to ask 2 people to get a supervisor because they refuse and give you the run around. And then the supervisor tells me I need to be patient. There does not seem to be any real interest in correcting the problem and finding the $212.37 payment they cashed but did not post to my account.

Desired Settlement: I want my payment of $212.37 to be posted to my account. I also want out of my contract with them without penalty. It is due to expire in August 2016. Lastly, I want them to retract any late payment notices they have posted to any credit bureaus.

Business Response: Tell us why here...
Green Mountain Energy’s Response to BBB 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. *********** complaint against GMEC concerns timely posting of her payments which resulted in late fees that were assessed to her electric service account at *** ********* ******  Ms. ********* is also requesting to cancel her price plan without being assessed a cancellation fee.


History
On September 9, 2015, an invoice for $429.41 was sent for the billing period of August 6, 2015 through September 4, 2015 with Current Charges of $212.37, a Late Payment Penalty of $10.34 and a Balance Forward of $206.70

On October 1, 2015, a disconnection notice for $429.41 was sent with a due date of October 12, 2015.   The disconnection notice included the following disclosures:

Green Mountain Energy may assess the following fees and charges:
A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
$20 for each disconnection notice we send to you
$25 each time we process a transaction requesting the TDSP disconnect service(this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
$15 each time we process a transaction requesting the TDSP reconnect service
$25 for payment returned for insufficient funds
An early cancellation fee, if applicable as described in your contract.

On October 8, 2015, an invoice for $648.62 was sent for the billing period of September 4, 2015 through October 6, 2015 with Current Charges of $188.59, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $10.62 and a Balance Forward of $429.41

On October 9, 2015, Ms. ********* processed a card payment of $429.41with a GMEC representative.

On October 13, 2015, Ms. ********* contacted GMEC stating she made a payment in the amount of $212.37 through her online bill pay service; however, the payment had not posted towards her GMEC account although her financial institution has confirmed GMEC received the payment.  Additionally, Ms. ********* stated she made a second payment in amount of $300.00 on October 6, 2015, using her online bill service; however she requested a stop payment through her financial institution.  At that time, a request was submitted to review Ms. *********** account.

On October 23, 2015, a payment for $300.00 posted to Ms. *********** account.

On October 29, 2015, GMEC received notification that Ms. *********** October 23, 2015 payment was not honored by her financial institution.

On November 2, 2015, a disconnection notice for $219.21 was sent with a due date of November 12, 2015.  The disconnection notice included the following disclosures:

Green Mountain Energy may assess the following fees and charges:
A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
$20 for each disconnection notice we send to you
$25 each time we process a transaction requesting the TDSP disconnect service(this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
$15 each time we process a transaction requesting the TDSP reconnect service
$25 for payment returned for insufficient funds
An early cancellation fee, if applicable as described in your contract.

On November 12, 2015, Ms. ********* contacted GMEC requesting the status of the unapplied payment in the amount of $212.37.  At that time, a GMEC representative advised Ms. ********* that a copy of her financial statement was needed for further research.

On November 17, 2015, GMEC’s Remittance Processing Department posted the missing payment of $212.37 to Ms. *********** account.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. *********.  Ms. ********* has been invoiced in accordance with her Terms of Service and Disconnection Notice. At this time, the early cancellation fee will not be waived should Ms. ********* choose to switch to another retail electric provider. 

As a courtesy, a returned payment fee, a late payment penalty and a disconnection notice fee totaling $55.43 were credited to Mr. *********’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. 

****** *****
Customer Support
************


12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After shopping this evening at HEB a local representative of this company stopped me and began giving me information about her company. While doing so she asked for permission to gather some of my personal information to get comparison rates for Energy companies in our area. I was in a rush but in trying to be polite obliged. At the end she asked me to sign so that they were authorized to send me information regarding their company via mail however she did not let me know that she had actually signed me up for their service and would be switching me to their service. Before I left she handed me a document with an account number and confirmation number. I asked her why she was giving me this and she then informed me that I was now signed up for their service. Had I of known this I would not have provided her with any of my information. This company is switching peoples services without letting them know that this is what is happening until it is too late. I asked her to cancel it and she said she could not because it would take 48 hours to be in the system so I would have to call. I found a cancellation notice and a phone number in the document that she provided me. I called and found out that the account was already there and had there of not been an error in the address she typed in they would have already switched my service. The lady I spoke to assured me that because there was an error in the address they would not be able to activate the account. I was not satisfied with her response due to her not being able to send me anything in writing or give me information to directly contact her if I had any questions or concerns.Due to this I also faxed in a copy of the notice of cancellation that was provided in the booklet.

Desired Settlement: I would like to be assured that the contract has been cancelled in writing and that no service adjustments will be made. When I asked for information to be transferred back to the representative I spoke to, she was not able to give me that information or send me anything verifying that this account has been cancelled in writing.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ********** complaint against Green Mountain Energy Company (GMEC) concerns an unauthorized switch of her electric service account at **** ***** **** ***** to GMEC. Ms. ******** states that she spoke with a GMEC representative to inquire about rates and the GMEC representative processed a switch request without her authorization. Ms. ******** is requesting to receive written confirmation of the cancellation of the switch request.

History
After researching this complaint GMEC has concluded the following:  Our records indicate that on November 30, 2015, GMEC received a request to enroll the electric service for Ms. ******** via an electronic tablet enrollment at a H.E.B. storefront retail location effective within the next 5 business days.  Ms. ******** provided her date of birth and Social Security Number as authorization for the switch.  An enrollment order confirmation email was sent to ************************ on November 30, 2015 which included links to the Terms of Service, the Electricity Facts Label (EFL) and the “Your Rights as a Customer” document.  At the time of enrollment, the electric service address at **** ***** **** ***** could not be located in the retail market and a request was submitted to further research Ms. ********** service address in order to complete her enrollment.

Later on November 30, 2015, Ms. ******** contacted a GMEC representative and requested to cancel the request to enroll the electric service at **** ***** **** ***** and stated that she did not authorize the enrollment request. The GMEC representative advised Ms. ******** that the address could not be located in the retail market and her enrollment request would not complete.

On December 2, 2015, a GMEC representative cancelled the request to research Ms. ********** service address in order to complete her enrollment.

Resolution
GMEC apologizes for any confusion or inconvenience these proceedings may have caused Ms. ********.  A review of Ms. ********** account determined that a valid switch request was received from Ms. ********; however, due to the inability to locate the address in the retail market, the enrollment request did not complete.

Ms. ******** does not have an account with GMEC.

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. 

******* ****
Customer Support
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However, the statement from the business about me giving them my social security number is incorrect. The representative did ask for this information  but said that she could use my drivers license number to better locate my  residence. The representative also created a fake email address using my work phone number because I would not provide my work email address.
Regards,

******* ********

12/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We signed a contract with Green Mountain Energy in September. they told us we would get a final bill from the company we were using and we would have a bill from them. We got the final bill but never received a bill from Green Mountain. So I have been watching online as to what we owe and our account was $0. So we called them, they couldn't even find our account. When they finally found it, wanted to know if we had electricity? They are going back to September to bill us and we have to wait until another billing cycle is completed before we get the back bill plus....so we talking 3-4 months of electricity to pay in December sometime if they even find us to bill us. We signed a contract and if we break it we have pay so much money. We will be breaking the contract as soon as we get the electricity paid ......breaking the contract fee we will not pay. If you have an organized company this doesn't happen.please help us. We do not make that kind of money to pay over $1000 at one time for mistake they made.

Desired Settlement: They pay 1/2 of our bill for the mistake they made and we can get out of contract with no fee.

Business Response:
Green Mountain Energy’s Response to BBB 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. ********’ complaint against GMEC concerns the timeframe to receive invoices for the service address of **** ***** ******** *****

History
On September 11, 2015, Ms. ******** processed an online request to switch the electric service account at **** ***** ******** **** to GMEC effective the next scheduled meter read and the request was processed.  A confirmation email including links to the Terms of Service agreement, Electricity Facts Label (EFL) and the “Your Rights as a Customer” document was sent to
Ms. ******** at **************************

On November 13, 2015, Ms. ******** contacted GMEC to advise that she had not received her initial invoice.  At that time, a request was submitted to GMEC’s back-office group requesting that an invoice be sent to Ms. ********.  Ms. ******** was advised that the request can take up to 1 to 2 billing cycles for resolution. 

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********.  A review of
Ms. ********’ account for her billing invoice is currently pending; however, should be resolved within the next 1-2 billing cycles.  As such, a payment arrangement will be granted for Ms. ********* account if needed once her account is billed.

Multiple attempts to contact Ms. ******** regarding her invoicing concern were unsuccessful; however, messages providing the GMEC representative’s contact information were left for further discussion of the account if needed.

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. 

****** *****
Customer Support
************Tell us why here...

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: - The company collected a deposit from me last year when I signed up for their services in August 2014. I was told that the full amount would be refunded and sent in a check if I paid my bills on time for 12 months. - After 12 months, I contacted them for my refund and I was told that it would be 13 months and that the amount would be applied to my account instead of being sent out in a check. After many phone calls and listening to the original recording, the supervisor that I spoke with said that the amount would be refunded and sent as a check as promised by the specialist i spoke to on the phone. - Even though the recording and contract clearly states the refund would happen after 12 months, the company did not process my refund until I had to give them a call again. - I called on September 29, 2015 again to ask about my refund and I was told that it would be processed, released and that I would receive a check within 10 business days. - The funds were released and applied as a credit to my account on Oct 3rd. - Immediately my balance which wasn't due till October 19th was deducted from the balance. - I called again on October 14 to ask why a check hadn't been mailed out and I was told that the back office had been contacted but they were providing any information. The first supervisor named ******* flat out told me that there was nothing I could do but keep on waiting however long it took and hung up on it. - The second supervisor told me she would escalate the issue and get back to me latest today, October 19th. - I called back today when I didn't hear back and a different supervisor told me that it would take another 10 to 21 business days to receive my check. I asked why and she said the back office wasnt giving any reasons for the delay except that there was a delay in the system. - This company is using delay tactics to hold onto my funds even though I've had a zero balance on my account. This is just an unethical way of doing business and I would like to get my refund back. What a way to reward god customers for paying their bills on time. If I had known that it would be like this I would have never gone with this company in this first place. Other customers should know that this company is not honest in their dealings.

Desired Settlement: A check of 227 should be sent out before the next billing cycle. They already deducted this month's bill more than two weeks before the due date and I don't want that to happen a second time.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********

At Green Mountain Energy Company, 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. ********’s complaint against Green Mountain Energy Company (GMEC) is in regards to the timeframe of receiving her security deposit refund.

History
Ms. ******** began electric service with GMEC effective August 21, 2014.  A $279.00 security deposit was required prior to processing the enrollment.  On August 27, 2015, Ms. ******** processed a payment of $279.00 satisfying the deposit requirement and her enrollment request was processed.

On August 3, 2015, Ms. ******** contacted GMEC and requested the status of her deposit refund and she was incorrectly advised that her deposit would be refunded in the form of a check on the twelfth month of service.  Ms. ******** should have been advised that after 12 consecutive months of payment without delinquency on record, Ms. ********’s deposit of $279.00 (plus accrued interest from the time of enrollment) will be refunded or applied to his account (as per his Terms of Service).

On September 1, 2015, an invoice for $85.90 was sent for the billing period of July 29, 2015 through August 27, 2015 due by September 17, 2015.

On September 17, 2015, a payment of $85.90 posted to Ms. ********’ s account.

On September 25, 2015, Ms. ******** contacted GMEC requesting the status of her refund and Ms. ******** was advised that her deposit refund should be issued with her next invoice.

On October 1, 2015, an invoice reflecting a credit balance of $227.56 was sent for the billing period of August 27, 2015 through September 28, 2015 with a Deposit Refund of $279.00 and Current Charges of $51.44.

Several contacts were received from Ms. ******** from October 5, 2015 through October 19, 2015 regarding the status of her deposit refund and Ms. ******** was advised that her deposit Refund of $279.00 was applied to her October 1, 2015 invoice and a request would be submitted to request a refund of the remaining credit balance of $227.56 reflected on her account.  Ms. ******** was advised that the request could take up to 10 business days

On October 19, 2015, a refund check for $227.56 was sent to Ms. ********.

Resolution
GMEC apologizes for any inconvenience or miscommunication Ms. ******** may have experienced regarding the timeframe to receive her deposit refund.  At the time of Ms. ********’s enrollment on August 21, 2014, she was assessed a security deposit of $279.00.  After 12 consecutive months of payment without delinquency on record, the security deposit request was refunded or applied to the account on the thirteen month of electric service, as per Ms. ********’s Terms of Service. 

****** ********
******** ******* ************

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

I was incorrectly informed about how the refund would be processed alright  but that was in 2014 when I signed up for their services. Many of their supervisors and representatives gave me the run around and said that I was wrong about what I was told until I had to spend about 30 mins listening to the initial telephone conversation. Upon listening to the telephone recording I was assured that I would receive a refund check in the mail. That was in August 2015. Their company never initiated the refund process upon the completion of the 12 months until I initiated contact again.

 

As of today, November 1st, I still haven't received the check they claimed was mailed on October 19th so something must be wrong. I contacted their rep on October 30, informing them of this and inquiring about tracking info for the check. I have requested that another check be sent to my business address where mail can be signed for so the company can send certified mail that has tracking information.

 


Regards,

******** ********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Ms. ********’s concerns regarding the processing of her deposit refund.

GMEC’s records reflect that the October 19, 2015 check that was issued to Ms. ******** has not been cashed; therefore, GMEC was able to void the October 19, 2015 refund check and re-issue a new check in the amount of $227.56.  The new check will be sent to the updated mailing address that was provided by Ms. ******** and should be received within regular standard mailing time.

****** ********
Customer Support
************

Consumer Response: Better Business Bureau:

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

Regards,

******** ********

Consumer Response: Complaint: ********

I am rejecting this response because:I would like to reopen the investigation into my complaint. I haven't heard back from the business since the last message that was sent and I haven't received my check in the mail either.

Regards,


******** ********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal  

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Ms. ********’s concerns regarding the status of her refund check.

Several attempts have been made to reach Ms. ********; however, the attempts have been unsuccessful and voice messages were left.

GMEC’s records reflect that a refund check in the amount of $227.56 was sent on November 5, 2015 to a UPS STORE to the mailing address of **** ** **** *** *** ******* ******** ** ***** provide by Ms. ********.

I would like to address Ms. ********’s concerns regarding the receipt of her refund check.  Please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 

****** ********
Customer Support
************

Consumer Response: Better Business Bureau:

Yes, I finally received the check this weekend. Overall it was a terribly disappointing process that lasted two months to simply get my refund check. 

Regards,

******** ********

11/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: December of 2014, My debit card was reissued by my bank. As a result, my automatic payment did not go through to Green Mountain. I checked my account on my cellular phone just a week prior and your app indicated "last payment received" and indicated $180.00 or thereabout, there was nothing in red, nothing that indicated there was a past due balance at all. Based on your android app, it did not appear that there was any issue with my payment ever being returned by the bank and I had adequate funds in the account the entire time so there was no reason for me to suspect that anything was amiss until I woke up one morning -when temperatures were nearly freezing outside- to find that my service had been disconnected. I asked your representative why I was not given notice via email that the payment was returned - I had setup paperless billing. She said that whenever a payment is returned, you shut off paperless billing and any email notifications and only send mail. I don't see how it makes sense that if a customer has elected to receive electronic notification of bills, you would not try and use the same avenue of communication when there is a billing issue. Especially if a payment is returned. We have issues with mail in our small town and I do not always get my mail timely. Which is why I prefer electronic communication. This is the twentieth century, people now tend to rely on electronic communication. I would expect that most corporations are heading in the direction of the general public, but I guess that is not so in the case of Green Mountain. This seems like more of a trap that causes customers who are set up with paperless billing not to get notification of a potential disconnection - as is the case with myself. Then, when I called, I was informed that, not only was my service disconnected without adequate notice, but I couldn't make a payment over the phone or online and had to make it in person at a Wal Mart because that was Green Mountain's "punishment" to me for having had the payment returned. I was told that until I had made six on-time payments, I would not be able to make payments online or participate in ebilling... It was my understanding that every time a payment was made late, my 6 month time period before I could set up automatic payments was restarted. It was snowing, and dangerous to be out on the roads on the Dallas area in general because of all of the accidents that had occurred due to the heavy ice, but of course, I had no choice because my family couldn't be without heat until I could get the in-person payment made safely. So, I've played this little charade for several months now having to go to the Kroger or WalMart location in order to make the bill payment. Of course, there have been times the payment was late a day or two because for whatever reason, we weren't able to make it to a payment location on time (had I been able to call the payment in, this wouldn't have been any issue at all). So this month the light bill slipped through the cracks. I thought my husband had made the payment, he got caught up and wasn't able to, we have four kids, the school year is back in full swing and we are BUSY. My service was disconnected again. He called to see what could be done. Now he was told, there is not a hold on my account any longer from ma**** online payments or setting up automatic payments, but my lights are disconnected and we are paying for re-connection. He had to make an online payment via cell, while he was tal**** on the cell because with no electricity, there is no power to our modem or computer. Super convenient and customer friendly Green Mountain. Why did she not offer to take the payment over the phone? This is insanity and I'm tired of playing your games. I have never worked with a company who inflicted a mandatory in-person payment as punishment for returned automatic payments. What is the problem with ma**** a direct payment online or through a telephone representative? What is the issue with Green Mountain sending an electronic notification that someone's service is in jeopardy of being disconnected? What is the problem with sending out an automated message via phone to let someone know when a payment has been returned? It sounds good on paper, but noone is fooling me in regard to what is truly going on. These archaic mail-only policies and in-person only "punishments" quite obviously generate revenue from late payments and reconnect fees and extort the limitations of lower income and middle class customers with busy families. These "policies" are obviously underhanded and fraudulent put in place to benefit only Green Mountain. I'm ashamed to say that I do business with such an underhanded company.

Desired Settlement: I would like out of my contract.

Business Response: Green Mountain Energy Company’s Response to BBB 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. ****’s complaint against GMEC concerns the inability to receive electronic notification of disconnection for nonpayment and returned payments. Ms. **** states that GMEC would not allow her to make payments for her account via her online account management and removed the account from paperless billing. Additionally, Ms. **** is requesting to cancel her electric service without a cancellation fee. Ms. **** is requesting further assistance with this matter.

History
On May 29, 2014, Ms. **** agreed to enroll the electric service at *** ******* **** ***** effective May 29, 2014. Ms. **** enrolled on the GMEC Pollution Free Efficient plan with a NEST thermostat promotional incentive.  The term of this plan is 24 months and it has a $295.00 early cancellation fee. An email was sent to ************************, which included links to the terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) on May 29, 2014.


On July 17, 2014, Ms. ****’s account was enrolled in GMEC’s e-bill option and notifications of subsequent invoices were sent electronically to ************************.

On July 18, 2014, Ms. ****’s account was enrolled in GMEC’s Automatic Credit Card payment option.

On August 13, 2014, GMEC received notification that Ms. ****’s August 13, 2014 payment of $265.47 was not honored by her financial institution. At that time, Ms. ****’s account was removed from GMEC’s Automatic Credit Card option.

On August 20, 2014, a one-time bank draft payment for $265.47 posted to Ms. ****’s account via online account management (OAM). At that time, Ms. ****’s account was enrolled in GMEC’s Automatic Bank Draft payment option.

On December 12, 2014, GMEC received notification that Ms. ****’s December 8, 2014; payment of $155.54 was not honored by her financial institution.  At that time, Ms. ****’s account was removed from the Automatic Bank Draft payment option.  Correspondence advising Ms. **** of the returned payment was sent on December 15, 2014.

On December 15, 2014, correspondence was sent to advise that the account was placed on a “No Checks or Credit Card Allowed” status. The correspondence included the following message “For the next six months, beginning today, all payments must be made by a method other than a check or credit card”

On June 15, 2015, the “No Checks or Credit Card Allowed” status was removed from Ms. ****’s account.

On June 24, 2015, an invoice for $181.27 was emailed to Ms. **** at ************************.

On July 9, 2015, a card payment for $181.27 was processed via GMEC’s Online Account Management (OAM).

On July 24, 2015, an invoice for $232.99 was emailed to Ms. **** at ************************.

On August 5, 2015, a payment of $232.99 was posted to Ms. ****’s account.

On August 24, 2015, an invoice for $231.17 was emailed to Ms. **** at ************************.

On September 10, 2015, a payment of $231.17 was posted Ms. ****’s account.

On September 23, 2015, an invoice for $192.81 was emailed to Ms. **** at ************************.

On October 15, 2015, a Disconnection Notice for $192.81 due by October 26, 2015, was mailed to *** ******* **** ***** ******** ** *****

Payment was not received by the October 15, 2015, Disconnection Notice due date; therefore, on October 27, 2015, a disconnect request was sent to Oncor Electric Delivery Company (ONCOR).

On October 28, 2015, Mr. **** on behalf of Ms. **** contacted GMEC to inquire as to why the electric service was disconnected and was provided with the account status. At that time, Mr. **** was advised that he has the opportunity to make a payment utilizing GMEC’s Interactive Voice System (IVR) or OAM. At that time, Mr. **** processed a card payment for $192.81 via OAM and the GMEC representative issued a request to reconnect the electric service.

Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ****. In accordance with the terms of service; GMEC may request a disconnection of your electric service if you do not pay your deposit or bill in full by the due date on the disconnect notice. We will notify you in writing at least 10 calendar days before we disconnect electric service. Any check or electronic transfer returned by a bank for insufficient funds or unavailable funds will be treated as if we received no payment at all. We may require you to pay us by money order or in cash if either (a) you have two or more returned payments in 12 months or (b) there has been tampering with the TDSP’s meter or other equipment or evidence of theft of service or fraud.  Your contract term is stated in the EFL. At the end of your contract term, you may cancel or terminate your contract by switching to a new provider. If you cancel the contract before the end of your contract term, you agree to pay the penalty or fee for early cancellation indicated in the EFL, if any, and you must select another REP to continue to receive electric service. If you move from your existing service address during the contract term and provide a forwarding address to us, you will not be responsible for the cancellation fee stated in the EFL.

As previously stated, as of July 17, 2015, Ms. ****’s account was enrolled in GMEC’s e-bill option and notifications of subsequent invoices were sent electronically to ************************. At this time, GMEC does not send electronic notification of an electronic transfer returned by a bank for insufficient funds or unavailable funds.  

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. 

******* ****
Customer Support
************



11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed up for a prepaid plan with Green Mountain Energy at the end of last year. The service was descent the first few months but now they find every excuse to cut our electricity even when our balance is still on the positive digits. You would think "we'll maybe it was very low or almost out of funds" but no, everytime they decide to cut it it's a balance above 5 dollars, like today, where we have no light and about 20 dollars in the account. They cut the electricity while we have funds and then they charge us an extra fee for reconnecting the electricity. It's not like we wait for the balance to go negative either, nor was there a minimum balance they required us to have. Every time we call they answer that it's because we're low on funds although it usually takes days to use it up, and they only give us a run around, never an honest response. I would like to stop getting my lights cut off especially since I take the time to make sure I have the funds in the account, and if I wouldn't have to pay for the reconnection fee that I didn't cause I would very much appreciate it. I feel like we're just getting robbed for choosing them.

Desired Settlement: I would like to be charged for what I use and not a ride on a Rollercoaster because the company doesn't know what to do.

Business Response: Green Mountain Energy’s Response to BBB 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. ******** on behalf of Mr. ******* is disputing the disconnect of electric service for the electric service account at **** ******* ***** ***** 

History
On December 23, 2014, Mr. ******* enrolled on GMEC’s Power as You Go plan.  During the enrollment call, Mr. ******* was advised that a Low Balance Alert will be sent when the system estimates less than 7 days of usage remaining before the electric service is disconnected; GMEC may also request a disconnection of the electric service after the Low Balance Alert is sent and the account balance reaches $5.00 dollars.  Additionally, the GMEC representative advised Mr. ******* of the disconnection and reconnection fees that will impact the Power as You Go balance if the electric service account is disconnected and to be eligible for a reconnect, the account balance must be at least $30.00.

On October 9, 2015, a Low Balance Alert was sent to *****************, advising that the electric service account at **** ******* ***** **** had a negative balance of $1.05.

Mr. ********* electric service account balance was not above the $5.00 threshold; therefore, a disconnect request was sent to Oncor Electric Delivery Company (Oncor) for Mr. ********* premise, which completed on October 12, 2015. 

On October 12, 2015, Mr. ******* contacted GMEC requesting his current account status.  A GMEC representative advised Mr. ******* that his account was disconnected for nonpayment; in order to restore the electric service, a payment in the amount of $12.54 was required.  At that time, Mr. ******* processed a payment in the amount of $12.54 and a reconnection request was submitted to Oncor, which completed on October 12, 2015. 

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. *******.  A review of Mr. *******’s account determined that his account has been invoiced in accordance with his Terms of Service; GMEC may request disconnection of electric service after the Low Balance Alert is sent and the account balance reaches $5.00 dollars. 

A GMEC representative attempted to contact Mr. ******* regarding his billing and charges dispute; however, the attempts were unsuccessful.  Messages providing the GMEC representative’s contact information were left for further discussion of Mr. *******’s account if needed.

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. 

****** *****
Customer Support
************

Consumer Response:

Complaint: ********

I am rejecting this response because:

The balance during the October disconnection was higher than $15.00. I understand there are disconnection fees and reconnection fees if its necessary to cut the service but this wasn't the case and it causes a huge inconvenience when you have money in the acount and it gets cut off. Its not the first time this happens before the balance reaches 5 dollars, and if it continues to be an issue, I will go with another electrical company.


Regards,

******* ********

 

 

Business Response: Green Mountain Energy’s Response to BBB Case # ******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ********, and we understand Ms. ********’s concerns regarding the disconnection of electric service on behalf of Mr. *******.

While we understand Ms. ********’s concerns regarding the disconnection of electric service, on October 9, 2015 a Low Balance Alert was sent to *****************, advising that the electric service account at **** ******* ***** **** had a negative balance of $1.05.  Mr. ********* electric service account balance was not above the $5.00 threshold; therefore, a disconnect request was sent to Oncor Electric Delivery Company (Oncor) for Mr. ********* premise. 

A review of Mr. *******’s account determined that his account has been invoiced in accordance with his Terms of Service; GMEC may request disconnection of electric service after the Low Balance Alert is sent and the account balance reaches $5.00 dollars. 

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. 

****** *****
Customer Support
************

11/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Four times I have had issues between paying through my bank and Green Mountain for what ever reason. This has cost me 37.50 every time. I sent information SHOWING that I paid and that it was sent but did not get notification from Green Mountain until it would cause me a Late fee/disconnection notice. I do NOT understand the 17.50 when my phone was NEVER disconnected. I also believe that this is a way for Green Mountain to give the person another charge. i do not believe they have lived up to the complete contract that they explained to me where there are no ONCOR charges on my bill because I see ONCOR charges. When joined at the State Fair of Texas they said that they do a "flat rate" charge and do not do add ons, That is NOT what my bills have shown.

Desired Settlement: I would like for Green Mountain to return my 37.50 X 4 that they have charged me when I pay my bill and WAS paying more than my bill so it started with a credit, hard to do in the summertime when bills are so high. I feel as they sold me on a program that I did not get AND their billing issues with ***** bank has never been resolved. I did discuss with ***** and they said it was on Green Mountain end, Green Mountain of course said it was Chase, BUT I do not have ANY other issues with bill pay for ANY other company I pay.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******** is disputing Late Payment Penalties, a Return Payment Charge and Disconnect Notice Fees assessed to her electric service account at 3900 Promontory Point. 

History
On May 1, 2015, an invoice for $113.13 was sent for the billing period of March 30, 2015 through April 29, 2015 due by September 25, 2015. 

On May 15, 2015, a payment of $113.13 was processed through GMEC’s online account management (OAM), which posted to Ms. ********’ account and was applied to the invoice sent on May 1, 2015.

On May 21, 2015, GMEC received notification from Ms. ********’ financial institution advising that the May 15, 2015 payment of $113.13 was not honored.  At that time, a Returned Payment Charge of $25.00 was assessed to Ms. ********’ account.  Correspondence providing the account status was sent on May 22, 2015.

On May 26, 2015, a disconnection notice for $113.13 was sent with a due date of June 5, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. ********’ account.  Additionally, the Disconnection Notice included the following disclosure:

Green Mountain Energy may assess the following fees and charges:
A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
$20 for each disconnection notice we send to you
$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
$15 each time we process a transaction requesting the TDSP reconnect service
$25 for payment returned for insufficient funds
An early cancellation fee, if applicable as described in your contract

On June 2, 2015, an invoice for $315.09 was sent for the billing period of April 29, 2015 through May 29, 2015 with Current Charges of $151.30, a Return Payment of $113.13, a Return Payment Charge of $25.00, a Disconnect Notice Fee of $20.00 and a Late Payment Penalty of $5.66 due by June 18, 2015.

Multiple contacts were received from Ms. ******** on June 2, 2015 requesting to have all fees and charges assessed to her electric service account removed in association with the May 21, 2015 returned payment of $113.13.  As a courtesy, a Returned Payment Charge, a Late Payment Penalty and a Disconnection Notice Fee totaling $50.66 were credited to Ms. ********’ account on June 7, 2015.

On July 1, 2015, an invoice for $202.77 was sent for the billing period of May 29, 2015 through June 29, 2015 due by July 17, 2015. 

On July 23, 2015 a disconnection notice for $202.77 was sent with a due date of August 3, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. ********’ account.  Additionally, the Disconnection Notice included the following disclosure:  

Green Mountain Energy may assess the following fees and charges:
A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
$20 for each disconnection notice we send to you
$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
$15 each time we process a transaction requesting the TDSP reconnect service
$25 for payment returned for insufficient funds
An early cancellation fee, if applicable as described in your contract

On July 31, 2015, an invoice for $575.00 was sent for the billing period of June 29, 2015 through July 29, 2015 with Current Charges of $342.09, a Disconnect Notice Fee of $20.00, a Late Payment Penalty of $10.14 and a Previous Amount Due of $207.77.

Later on July 31, 2015, Ms. ******** contacted GMEC inquiring if a payment in the amount of $230.00 was received from her financial institution.  A GMEC representative advised Ms. ******** that a payment in that amount had not posted to her account.

On August 3, 2015, a payment of $575.00 was processed using GMEC’s online account management (OAM), which posted to Ms. ********’ account and was applied to the invoice sent on July 31, 2015.  Additionally, Ms. ******** contacted GMEC requesting to have a Late Payment Penalty and a Disconnect Notice Fee waived.  A GMEC representative advised Ms. ******** that she received a waiver as a courtesy on June 7, 2015; therefore, GMEC will not able to remove any additional fees when the charges are valid.      

On August 31, 2015, an invoice for $313.92 was sent for the billing period of July 29, 2015 through August 27, 2015 with Current Charges of $324.06 and a Late Payment Penalty Adjustment credit of
$10.14, due by September 16, 2015.

On September 21, 2015, a disconnection notice for $313.92 was sent with a due date of October 1, 2015.  At that time, a $20.00 Disconnect Notice Fee was assessed to Ms. ********’ account.  Additionally, the Disconnection Notice included the following disclosure:  

Green Mountain Energy may assess the following fees and charges:
A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
$20 for each disconnection notice we send to you
$25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
$15 each time we process a transaction requesting the TDSP reconnect service
$25 for payment returned for insufficient funds
An early cancellation fee, if applicable as described in your contract

Later on September 21, 2015, a payment of $313.92 was processed using GMEC’s online account management (OAM), which posted to Ms. ********’ account and was applied to the invoice sent on August 31, 2015.

On September 30, 2015, an invoice for $328.67 was sent for the billing period of August 27, 2015 through September 28, 2015 with Current Charges of $292.97, a $20.00 Disconnect Notice Fee and a Late Payment Penalty of $15.70 due by October 16, 2015.

Later on September 30, 2015, Ms. ******** contacted GMEC inquiring about the date her August 31, 2015 invoice payment posted to her account and was advised that a payment of $313.92 posted to the account on September 21, 2015 after the September 16, 2015 invoice due date.

On October 13, 2015, a payment of $328.67 was processed using GMEC’s online account management (OAM), which posted to Ms. ********’ account and was applied to the invoice sent on September 30, 2015.

Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Ms. ********; however, Ms. ********’ account has been invoiced in accordance with her Terms of Service and according to the disclosures noted on her disconnection notices.  As a courtesy, a Late Payment Penalty and two Disconnection Notice Fees totaling $55.70 were credited to Ms. ********’ account, leaving a credit balance of $55.70.

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. 

****** *****
Customer Support
************


Consumer Response:

Complaint: ********

I am rejecting this response because: as usual Green Mountain does NOT listen to their customer in EACH event they mentioned I had mad my payment with either their online service or after that was not an option because of the issue I paid through my bank.  I have NO issues paying any other company through my bank. Green Mountain said my bank returned payment and that is NOT true. I sent documentation to their customer service on EACH one of these incidents showing that the payment was sent in PLENTY of time before it was due.  I also asked them to contact their IT department and verify that their communication with ***** was not an issue.  They did not do that. Each and every time I contacted Green Mountain they want to blame me OR my bank and yet I do not have this issue with any other bill paying so why Green Mountain.  YES they are able to assess late fees and disconnect fees.  My electricity has NEVER been disconnected but I get disconnect fees how is that true.  My biggest problem with Green Mountain is they do not listen or look at the documentation I have sent them regarding these bogus charges.

 

They may take this comment seriously BUT they do not take their customers serious or care when they speak to them.  I appreciate the small gesture of 55.?? BUT you raped me for a lot more than that!

Regards,

***** ********

Business Response:

Green Mountain Energy’s Response to BBB Case # ******** Rebuttal

Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused Ms. ********, and we understand Ms. ********’ concerns regarding the Late Payment Penalties, Return Payment Charge and Disconnect Notice Fees assessed to her electric service account.

While we understand Ms. ********’ concerns regarding the fees assessed to her account.  Ms. ********’ account has been invoiced in accordance with her Terms of Service and according to the disclosures noted on her disconnection notices.

As a courtesy, a Late Payment Penalty and two Disconnection Notice Fees totaling $55.70 were credited to Ms. ********’ account, leaving a credit balance of $55.70.

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. 

Consumer Response: Complaint: ********

I am rejecting this response because: As always Green Mountain does not now or have they in the past actually LISTEN to the issue they just want to spout out their policy.  I am done dealing with them and have cancelled my account with them.  Thank you BBB for at least getting me back 55.00

Regards,

***** ********

10/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Green Mountain needs to be investigated for a scam they are currently pulling whereby they state a current amount due is one thing, and then change it the very next day in order to call the previous amount past due and generate delinquency notices for which they charge $20.00. They have pulled this on us twice so far, and I have the strong sense they are about to pull it again. I am SO tired of having to fight with these people, especially as my heart is not 100%, and we have been loyal customers of theirs for close to 10 years. One note: Our service address is different than the contact address I typed at the beginning of this form; please let me know if you need it to identify us to the company.

Desired Settlement: I want to make sure that Green Mountain can substantiate these new charges they are about to levy, and also make sure they do NOT issue any kind of delinquency/disconnect notice on our account, or indeed disconnect us.

Business Response:
 
Green Mountain Energy’s Response to BBB 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
Mr. ************* complaint against Green Mountain Energy Company (GMEC) concerns fees accessed when an invoice is not paid by the due date.
History
In review, GMEC’s records does not reflect an active account for Mr. *********** for the electric service address of **** ***** ********
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. *********** may have experienced.  
 
On October 15, 2015, a GMEC representative attempted to contacted Mr. ***********; however, the contact number provided in the complaint was invalid.
 
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. 
 
 
****** *****
Customer Support
************

10/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I WAS APPROACHED BY GREEN MOUNTAIN ENERGY AT MY DOOR. THE REP EXPLAINED THAT THEY WORKED FOR GREEN MOUNTAIN ENERGY AND THAT IF I SIGNED UP, I WOULD RECEIVE "FREE WEEKENDS" AND A $150 CREDIT ON MY FIRST BILL. I SAID OK. THAT SOUNDS GREAT. I SIGNED UP. MY FIRST BILL, I SIGNED UP FOR AUTO-PAY. I GOT A DISCONNECT NOTICE IN THE MAIL, WHICH I WAS CHARGED FOR, THAT TOLD ME MY BANK DID NOT ACCEPT THE AUTO-PAY INFO. SO, I CONTACTED GREEN MOUNTAIN AND HAD TO MAKE A PAYMENT OVER THE PHONE, WITH A LATE CHARGE FEE. SINCE THEN, I'VE RECEIVED ANOTHER DISCONNECT NOTICE, WHICH I WAS CHARGED FOR, BECAUSE ONCE AGAIN, IT DID NOT GO THROUGH MY BANK. SO, AT THIS POINT, I WAS REALLY MAD. THEY TOLD ME I COULDN'T PAY WITH A CREDIT CARD OR A CHECK, I HAD TO GO TO A CHECK CASHING PLACE TO MAKE A PAYMENT, WHICH I DID, WITH AN EXTRA CHARGE. THEY SAID I HAD TO WAIT A FEW MONTHS TO MAKE IT WHERE I COULD PAY WITH A CREDIT CARD. SO, WITHIN 6 MONTHS, I HAD TWO (2) DISCONNECT NOTICES AND HAD TO PAY AT A CHECK CASHING PLACE. IT'S SINCE BEEN RESOLVED. WHEN I CALLED ABOUT MY $150 CREDIT, AFTER TWO (2) MONTHS, THEY TOLD ME IT WOULD BE CREDITED IN MY NEXT BILL, WHICH IT DID. MEANWHILE, I THEN FOUND OUT THAT WEEKENDS WERE NOT FREE AND THAT RELIANT ENERGY WOULD BE CHARGING ME. WELL, NOW IT'S TOO LATE TO DISCONTINUE SERVICE, WHICH COSTS $295. TO ME, THAT'S A FRAUDULENT STATEMENT ABOUT THE "FREE WEEKENDS". SINCE THEN, I'VE CHANGED TO ANOTHER COMPANY, WITH LOWER RATES. NOW, THEY'VE BILLED ME FOR THE EARLY DISCONNECT FEE. I DON'T THINK I SHOULD HAVE TO PAY THE $295 BASED ON THE FRAUDULENT STATEMENT MADE TO ME AT THE TIME OF SIGNING. I DON'T HAVE A PROBLEM PAYING WHAT I OWE, JUST NOT THE EARLY DISCONNECT FEE. I'LL NEVER RECOMMEND THEM TO ANYONE.

Desired Settlement: DO NOT PAY $295 EARLY DISCONNECT FEE

Business Response:

Green Mountain Energy’s Response to BBB 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 disputing the Early Cancellation Fee invoiced for her electric service at **** ***** ****.  Additionally, Ms. ****** states that a door-to-door sales representative provided misleading information regarding the weekend usage charge; therefore, she would not be held responsible for the cancellation fee.
 
History
On September 2, 2014, Ms. ****** was contacted by a GMEC door-to-door sales representative and she agreed to switch her electric service account at **** ***** **** to GMEC effective September 3, 2014.  Ms. ****** agreed to enroll in the GMEC Pollution Free Weekend Connect 24 plan with a $150.00 promotional incentive, with a $0.00 Base Charge, and a Weekday Energy Charge of $0.12593, a Weekend Charge of $0.00, and CNP Delivery Charges of $8.52 per month and 3.8563¢ per kWh the term of this plan is 24 months and it has a $295.00 Early Cancellation Fee.  During the third party verification (TPV) call, Ms. ****** was provided with the components of the GMEC Pollution Free Weekend Connect 24 plan including the Early Cancellation Fee.  The GMEC door-to-door sales representative provided Ms. ****** with her Terms of Service agreement, a copy of the “Your Rights as a Customer” document and an electricity facts label (EFL) on September 2, 2014.  Additionally, an email confirmation was sent to Ms. ****** at ******************* on September 2, 2014 confirming her switch request.  The confirmation email included links to the “Your Rights as a Customer” document, Terms of Service agreement and EFL.  Ms. ******** switch completed on September 3, 2014.
 
On October 2, 2014, an invoice for $205.32 was sent for the billing period of September 3, 2014 through September 29, 2014 and reflects Pollution Free Weekend Connect 24 plan pricing.
 
Subsequent invoices sent to Ms. ****** from October 31, 2014 through September 2, 2015 reflect GMEC Pollution Free Weekend Connect 24 plan pricing.
 
On September 9, 2015, GMEC received notification that the electric service account at **** ***** **** was switching to another REP effective September 9, 2015.
 
On September 11, 2015, a final invoice for $644.14 was sent for the final billing period of August 28, 2015 through September 9, 2015 and includes an Early Cancellation Fee of $295.00.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ****** may have experienced.  A review of the account determined that Ms. ******** account has been invoiced correctly based upon the terms and conditions disclosed on her EFL.  Additionally, a review of Ms. ******** TPV call confirmed that all pricing information disclosed at the time of the enrollment.  As advised during the enrollment call, GMEC’s Pollution Free Weekend Connect 24 plan offers a weekend energy charge of $0.00 per kWh; however, CenterPoint Energy (CNP) Delivery Charges are passed through without mark-up.
As such, the account has been invoiced correctly.  
 
As a one-time courtesy, the $295.00 Early Cancellation Fee was credited to Ms. ******** account, leaving a remaining due balance of $91.49.
 
On October 8, 2015, a GMEC representative contacted Ms. ****** and provided her with an explanation of her account status.
 
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. 
 
****** *****
Customer Support
************

10/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They falsely represent the fact that they will turn on service and take 30 min of your time before running credit and wanting $275 deposit. **** the Supervisor of accounts ID # ****** is the one who handled my case. This I believe falls under the deceptive trade practices act.

Desired Settlement: Issued electricity without a deposit and represented then the agent!

Business Response: Green Mountain Energy’s response to BBB 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
Mr. ***** is disputing a deposit request to initiate electric service for the address at **** **** ****** *****.
 
History
On September 28, 2015, Mr. ***** contacted GMEC and requested to enroll the electric service at **** **** ****** *****. At that time, a security deposit of $275.00  was requested.  The GMEC representative provided Mr. ***** with options to satisfy the security deposit and advised that the enrollment request will not complete until the security deposit is satisfied. Mr. ***** declined to continue the enrollment request and ended the call.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****; however, GMEC may review eligibility, including requesting information from consumer credit reporting agencies and/or requesting payment history information from previous electric provider(s) verifying electric service payment history in order to assess creditworthiness.  In the event creditworthiness does meet eligibility requirements, GMEC may require a security deposit.
 
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. 
 
****** *****
Customer Support
************
 ..

10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The representatives who signed me up did not inform me that there is an additional "Monthly Customer charge" of $6.95/month. This is false advertising and misleading about the cost of the product.

Desired Settlement: cancel my account immediately with no charge

Business Response: To Whom It May Concern,

 Green Mountain Energy received Ms. ***** *****’s complaint
on September 23, 2015.  The following outlines her enrollment, account
status, and our resolution.

Ms.
*****’s electricity account was enrolled in person for Green Mountain Energy on
September 14, 2012. 
During the enrollment, Ms. ***** was presented with all required disclosures
including the fact that our product was for a 3 month promotional variable
supply price plan.  Following enrollment,
Ms. ***** was mailed a copy of the Terms of Service for the electricity account
which additionally outlined the variable supply price, including that it may be
higher than her local utility’s supply rates.  

 

Prior to
receiving the complaint, on September 15, 2015, Green Mountain Energy received
an inbound cancelation request from Ms. ***** via email.  Her request was processed immediately, and
her account will not be starting service with Green Mountain Energy, as
determined by her local utility company, Consolidated Edison.

 

Upon
receiving her complaint, Green Mountain Energy spoke with Ms. ***** on September
23, 2015.  During this call, we reviewed
the terms of the enrollment and confirmed the service end date on the account.  While we found no wrong doing on the part of
the sales representative as reported by Ms. *****, we apologized for any
dissatisfactory experience she may have had with Green Mountain Energy.  We consider this matter closed.

 

Please let me know if you need any
additional information regarding this complaint.

 

*****
*******























3711 Market Street, 10th Floor

Philadelphia, PA 19104

************** (p)

************** (f)

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've been charged several times for disconnect notices, and reconnect fees in the last year: this last year has been a little rough to say the least but I'm keeping up with my payments. Now the thing that infuriates me is that I have some charges that are at a 50 % of my real bill. This is not proportional nor reasonable. I receive my statements online and sometimes this is not convenient in the sense that you have to log in and keep up with the password and such. The disconnect notes are charged in the amount of $20 and by that time the payment is already late and is incurring in late fees and a potential reconnect fee. Why not give more time and notify the customer with a month of grace? This is really inconvenient in Texas and in summer.

Desired Settlement: I want all disconnect and reconnect fees to be reimbursed. I'm ok with paying interest, but there was no extra work or loss to Green Mountain with my late payment other than the interest (which I have payed at a 60% anual interest rate).

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ***** is disputing late payment penalties and disconnect notice fees assessed to his electric service account at *** ********** *****.
 
History
On September 3, 2015, a disconnection notice for $195.52 was sent with a due date of September 14, 2015.  This notice also includes the following disclosures:
 
Green Mountain Energy may assess the following fees and charges:
·         A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
·         $20 for each disconnection notice we send to you
·         $25 each time we process a transaction requesting the TDSP disconnect service (this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
·         $15 each time we process a transaction requesting the TDSP reconnect service
·         $25 for payment returned for insufficient funds
·         An early cancellation fee, if applicable as described in your contract
 
 
Full payment of the September 3, 2015 Disconnection Notice was not received by September 14, 2015; therefore, on September 15, 2015, a disconnect request was sent to Onocr Electric Delivery  for Mr. *****’s premise, which completed on September 16, 2015. 
 
On September 16, 2015, Mr. ***** contacted GMEC requesting to process a payment in the amount of $195.52 to restore his electric service and his payment was processed.  At that time, a reconnection request was submitted to Onocr Electric Delivery, which completed on September 16, 2015.  Additionally, Mr. ***** was advised of the reconnect timeframe and all applicable fees associated with the disconnect and reconnect requests for his account.  Mr. ***** expressed dissatisfaction with the fees associated when the invoice is not paid by the due date and requested that all fees be removed.  As a courtesy, a GMEC representative credited a $9.47 late fee, a $20.00 disconnect notice fee and a $25.00 disconnect request fee. 
 
Later on September 16, 2015, Mr. ***** enrolled his account on e-bill via his online account management (OAM), requesting that his invoices be sent to **********************.
 
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. *****.  A review of Mr. *****’s account determined that his account has been invoiced in accordance with his 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 Mr. *****’s account were disclosed in his Terms of Service and on the disconnect notices sent.
 
A GMEC representative attempted to contact Mr. ***** regarding his billing and charges dispute’ however, the attempts were unsuccessful.  Messages providing the GMEC representative contact information were left for further discussion of Mr. *****’s account if needed.
 
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. 
 
****** *****
Customer Support
************
 
 
 
 
 

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Due to serious illness, I needed to request a deferred payment plan for the outstanding balance of our energy bill. Green Mountain granted said plan. I made the mistake of paying the first installment from a checking account that had recently been closed but was still listed on the Green Mountain website as the primary payment choice. When I realized my mistake next day, I called Green Mountain, made the installment payment out of my new checking account, and was told that everything was fine. Two days ago I got a disconnection notice from Green Mountain with no explanation. Finally a CS representative sent an email, following my email request for explanation, stating that the deferred payment plan was cancelled due to the payment not going through. I MADE MY PAYMENT, and was told at the time the plan was still in effect. It is illegal of Green Mountain to take my money then cancel the arrangement I made in good faith.

Desired Settlement: Green Mountain must reinstate the deferred payment plan, revoke the disconnection notice, and refund any and all fees charged for instigating such an action.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ***********’s complaint, on behalf of Ms. *******, against Green Mountain Energy Company (GMEC) concerns being removed from a deferred payment plan.  Additionally, Mr. *********** is disputing the late payment penalties and the disconnect notice fees assessed to the electric service account at 5930 Lucille Drive. 
 
History
On August 31, 2105, a disconnection notice for $212.88 was sent with a due date of September 10, 2015.  At that time, a $10.00 disconnect notice fee was assessed to Ms. *******’s account.  Additionally, the disconnection notice included the following disclosures:
 
Green Mountain Energy may assess the following fees and charges:
·         A late payment penalty as described in your contract (will not apply to customers who are LITE-UP qualified)
·         $20 for each disconnection notice we send to you
·         $25 each time we process a transaction requesting the TDSP disconnect service(this fee may be assessed anytime we submit a disconnection order, even if the order is cancelled before the disconnection occurs because you have addressed the reason for the disconnection)
·         $15 each time we process a transaction requesting the TDSP reconnect service
·         $25 for payment returned for insufficient funds
·         An early cancellation fee, if applicable as described in your contract.
 
On September 8, 2015, Mr. *********** contacted GMEC requesting a deferred payment plan for the past due balance of $212.88 and his request was processed.  Mr. *********** agreed to set up a five month deferred payment plan with a down payment of $53.22 due by September 10, 2015.  Mr. *********** was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied.  Confirmation of the deferred payment plan agreement was sent on September 9, 2015 and a switch-hold was placed on the account.  Additionally, Mr. *********** was advised that the down payment for the deferred payment plan needed to be paid in full on the due date of September 10, 2015 in order to keep the deferred payment plan active for the account. 
 
On September 9, 2015, an invoice for $301.14 was sent for the billing period of August 8, 2015 through September 4, 2015 with a Previous Amount Due of $509.59, Payments and Adjustments of -$394.20 and Current Electricity Charges of $185.75 with a due date of  September 28, 2015.  This invoice reflects a $10.25 Late Payment Penalty and a $20.00 Disconnect Notice Fee.
 
On September 10, 2015, Mr. *********** processed a payment of $53.66 using GMEC’s Interactive Voice Response (IVR) system.
 
On September 11, 2015, Mr. *********** contacted GMEC to advise that the payment he made the previous day through GMEC’s IVR system will be returned to GMEC.  Mr. *********** states he inadvertently made a payment using an invalid account number and that he had made a second payment of $54.00 to cover the deferred payment plan down payment.  A GMEC representative incorrectly advised Mr. *********** that his account was in good standing due to the second payment.  The GMEC representative should have sent a request to the Payment Inquires to have the clearing reset, stating the customer submitted a replacement payment for the returned amount of $53.66.
 
On September 16, 2015, GMEC received notification from Mr. ***********’s financial institution advising the September 10, 2015 payment of $53.22, which had been applied to his deferred payment plan down payment, was not honored.  At that time, a returned payment fee of $25.00 was assessed to Ms. *******’s account. Correspondence providing the account status was sent on September 17, 2015.
 
An additional payment to be applied to the down payment was not received by September 10, 2015; therefore, the DPP was cancelled on September 17, 2015, leaving a past due balance of 188.68.
 
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. ***********.  As a courtesy, the returned payment fee and disconnection notice fee totaling $45.00 were credited to Mr. ***********’s account.
 
On September 28, 2015, an GMEC representative contacted Mr. *********** and he was offered to set up a 4 day extension for the disconnect notice amount of $188.68.  Mr. *********** agreed to a 4 day extension for the balance due on October 2, 2015. 
 
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. 
 
Yomeko Burks
Customer Support
************
 
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the moment. I do agree that Green Mountain's customer service staff needs further education regarding dealing with customers and providing accurate information.  This whole thing could have been avoided if I had simply been told the truth from the beginning, and not had the issue compounded by additional lies told by one representative in particular.  I continue to reserve judgment on how well Green Mountain is doing as a responsible, and responsive, energy provider.  We are keep all out options open in terms of energy providers.

Regards,

*** ***********

9/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 12-month contract or so, and then went month-to-month. Then, I had to move so I cancelled my service. A couple weeks after I call and schedule service cancellation, I get a "corrected" invoice from the past 6 months for some reason saying that starting in April my average bill went up from around $75 to around $115 and that I owe money for the past 6 months. The past invoices that I had paid were removed from my online account and I have repeatedly requested copies of them but keep being sent "reverse invoices" or "corrected invoices" and have called several times to resolve this issue. I was assured that my dispute was logged. Now that my service has been cancelled, my online account has been deactivated so I can't do anything online, not even pay the bill that they say that I owe. When I called, again, today, I was told there was no open dispute, that I can't dispute the amount because it is correct, and the representative didn't know how I could dispute it. I asked to receive another bill of what I owe and what I was emailed was the original final bill...doesn't show how much I currently owe. So, they're telling me that I owe money, won't provide an explanation of why other than "it was incorrect and now it is correct", telling me I can't dispute it, removing access to my online account even though I still owe them money, and won't send me a current bill.

Desired Settlement: I was extremely happy with Green Mountain and the ease of access to view and pay online and receive bills electronically. In fact, the next time I need electricity, I was going to make it a point to sign up with Green Mountain. However, this shady practice of immediately telling me I owe more money after I decide to cancel service because I am moving has left a bad taste in my mouth. I can't dispute it, I can't pay it online, I can't even get a copy of what I currently owe. No service rep can tell me WHY all of a sudden they decided to "correct" the past 6 months of invoices, and WHY I can't dispute it! IF YOU EVER WANT MY BUSINESS IN THE FUTURE, YOU WILL REMOVE THE REMAINING ~$80 THAT YOU SAY I OWE (WHICH I DO NOT!). YOU CAN EITHER HAVE $80 NOW (THAT I DO NOT OWE YOU) AND LOSE MY BUSINESS FOREVER JUST SO I CAN AVOID A NEGATIVE ON MY CREDIT, OR YOU CAN HAVE MY BUSINESS IN THE FUTURE (POTENTIALLY THOUSANDS OF DOLLARS). YOU DECIDE IF $80 IS REALLY WORTH IT TO LOSE A CUSTOMER FOR LIFE THAT WAS PREVIOUSLY HAPPY.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ******'s complaint against GMEC concerns receiving a corrected invoice for
usage and charges for the previous six months after she requested to cancel her
electric service with GMEC at **** ***** ****** *****.  Additionally, Ms. ****** states that her
access to her online GMEC account has been removed and GMEC won’t send her a
copy of her current invoice.  Ms. ****** is requesting  further investigation of
the matter and  that the remaining charges on her account be removed.

History

After researching this complaint we have concluded the following:  Ms. ****** began electricity service with GMEC
at **** ***** ****** ***** on May 30 2014. 
GMEC records indicate Ms. ****** enrolled in the Green Mountain Energy
Pollution Free e-Plus variable month-to-month rate plan.

On August 10, 2015, Ms. ****** contacted GMEC and requested to close her account
effective August 31, 2015 and a move-out request was processed. 

On August 31, 2015, GMEC received corrected meter readings from Oncor Electric
Delivery Company (Oncor) for the meter at Ms. ******'s premise for the billing
periods from March 10, 2015 through August 7, 2015.  As a result, GMEC reversed Ms. ******'s monthly
invoices that generated from April 13, 2015 through August 11, 2015 to rebill
the corrected meter, usage (kWh) and charges received for the corrected billing
periods.    

On September 2, 2015, a corrected invoice was generated and displayed in Ms. ******'s
online account management (OAM) for the billing periods from March 10, 2015
through August 7, 2015.    

On September 3, 2015, Ms. ****** contacted GMEC regarding her invoiced charges and
usage and she was provided with an explanation of her billing, charges and
usage.  Ms. ****** disputed the invoiced
charges and a request was opened to investigate.

GMEC sent a request to Oncor requesting to verify the corrected meter readings and
charges received for Ms. ******'s premise.

On September 17, 2015, GMEC received a response from Oncor that confirmed Ms.
******'s corrected meter, meter readings and usage were accurate with no
adjustments due.  Additionally, Oncor
advised that on August 31, 2015, it was discovered that the meter assigned to

Ms.******'s premise and electric service address (Meter# ***********, ESID#
*****************) was incorrectly switched or "crossed" with an
adjacent meter#*********** at the apartment property.  Once Oncor corrected or "swapped"
the misplaced meters, usage adjustments were processed to correct the usage for
each meter during the crossed period. 

On September 18, 2015, a GMEC representative contacted Ms. ****** and provided her
with the results of the investigation.     

On September 24, 2015, Ms. ****** contacted GMEC and requested duplicate copies of
the original invoices from April 13, 2015 through August 11, 2015 and duplicate
copies were emailed to Ms. ****** at ***************************.

Resolution

GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ******.  In conclusion, Ms.
******'s account has been invoiced correctly based upon Green Mountain Energy’s
Pollution Free e-Plus, the terms and conditions disclosed in his Terms of
Service and meter information received from Oncor.  All invoices were generated monthly and eBill
notifications were sent to Ms. ******'s email address on record and none were
returned as undeliverable.  Ms. ******'s original
invoices that were reflected on her online account were replaced once her
corrected invoice generated for the corrected billing periods.

Ms.******’s GMEC account has been invoiced correctly based on the meter readings
provided by Oncor.  GMEC simply billed Ms.
****** based on the meter reading submitted by Oncor.  No meter read adjustments are warranted.  Nonetheless, in an attempt to resolve this
matter, a credit of $78.81 was applied to Ms. ******’s account which is closed
with a zero balance.

On September 29, 2015, 2015, a GMEC representative contacted Ms. ****** and she was provided with the status of her account. 

Consumer Response: Better Business Bureau:

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

Regards,

******** ******

9/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2015 I had called Green Mountain Energy to change my services from one apartment to another in the same apartment complex. my new service contract was from March- September 2015 I have been paying for the electricity to Green Mountain energy. And even have a credit to my account. On September first my electricity was turned off. I called the Green Mountain Service Center to resolve the issue and was told that the account at apartment 2013 was not under Green Mountain Energy. The account was held with the apartment complex. I asked the agent if the electricity could be turned back on. The agent replied that it would be turned on the next day since I had notified them after 2:00 pm. Needless to say that we have been having record breaking temperatures here in Texas. The Service agent put me on hold then came back on the line and told me in order to turn my electricity back on They would need to confirm that it was me who they were talking to. I gave them my name, address and account number. She then put me on hold. The agent then returned to the line and said that they could not restore electricity for at two days now because they needed to confirm my identity and I had to fax or send a copy of my ID to a fax or email address. which was done immediately through the Apartment office. I was then told that my electricity would be turned on in two days or more until they received my verification of Identity. I asked to talk to a manager and was told that they would be of no use because they would tell me the same thing. So in summary I was told by Green Mountain Energy that I needed to open a new month to month account. Service would take longer than two days because they needed to receive my Identity verification. I don't know why they were accepting my payments for my account if the service for the apartment that I am living at now was never under Green Mountain Energy. Now, I have to suffer in the Texas heat with no electricity for two or more days. I would like to have this issue taken care of ASAP considering I have a credit balance with Green Mountain Energy. Why did they have to have a copy of my identification when I have been a customer with Green Mountain Energy for the past 19 months or at least I thought. I did not receive any notifications about this discrepancy. I had talked toa Green Mountain Service agent last month when I had payed my account. I will be moving out of my current address in two weeks and into a new home and will not be using Green mountain Energy as my Electric company.

Desired Settlement: I would like my electricity restored ASAP. I would want an explanation by Green mountain Energy of why they were taking my payment on line and when I called in to pay with a service agent. when they was aware that the apartment account I am living in was not in my name

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ****** states that he requested to initiate the electric service at **** ****** ********* **** ***** March 2015 and his request was not processed.
 
History
On March 5, 2015, Mr. ****** updated his mailing address via his online account management (OAM) to **** ****** ********* **** ******
 
Subsequent invoices were mailed to **** ****** ********* **** ***** for the electric service at **** ****** ********* **** ******
 
On April 27, 2015, GMEC received notification that the electric service at  **** ****** ********* **** ***** was being closed out  of Mr. ******’s name effective April 29, 2015.
 
On April 30, 2015, a bank draft payment of $50.00 was posted to Mr. ******’s account via his OAM.
 
On May 1, 2015, a final invoice for the electric service at  **** ****** ********* **** ***** was mailed to **** ****** ********* **** ******
 
On May 31, 2015, a bank draft payment of $42.80 was posted to Mr. ******’s account via his OAM.
 
On September 1, 2015, Mr. ****** contacted GMEC requesting the status of his electric service at **** ****** ********* **** *****, stating that he requested a transfer of the electric service in March 2015.  The GMEC representative advised Mr. ****** that GMEC account records do not reflect a request to enroll the electric service at  9494 Humble Westfield #2613 and offered to enroll the electric service.  Mr. ****** agreed to enroll the electric service at **** ****** ********* **** ***** effective September 2, 2015.  At that time, Mr. ****** was advised that his identification could not be verified and requested that he provide a copy of his identification in order to complete his enrollment request.   Additionally, Mr. ****** was advised that once the identification was received to allow two business days to complete the verification process. 
 
Resolution
GMEC apologizes for any inconvenience or confusion these proceedings may have caused Mr. ******. GMEC account records do not reflect an enrollment request for the electric service at **** ****** ********* **** ***** March 2015.
 
On September 2, 2015, a copy of Mr. ******’s identification was received and verified and his enrollment request was processed and completed on September 2, 2015. 
 
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. 
 
****** *****
Customer Support
************

9/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Around March of 2015 we noticed that our electric bill had gone up so we decided to call Green Mountain energy and was told that our contract had expired. We were never notified that our contract had expired so we were upset and decided to check on other companies. The other company had asked for us to get a copy of all our payments so that they can see if we have always paid on time. Since we paid our bills on the 30th instead of the 23rd then we were late every month and the other company could not offer us a good price so we decided not to enroll with them. We called Green Mountain back and decided to renew our contract for 24 months. We were told that everything was set and that the new contract would be in effect immediately. We just received a $530 bill so we decided to again check our contract status and realized that the contract was never renewed so we have been paying extra every month since March. We have already contacted them and they will not credit us for the months that the contract was not renewed correctly and they just tried to threaten us with disconnection because our bill isn't paid yet. It was a mistake that the representative committed by not renewing the contract. We were told that the renewal contract was canceled because we were thinking about going with another company yet no one notified us of the contract not being renewed. There would have been an approximate $160 to $200 difference in the bill resulting in quite a bit of money. Again this is the second time we were not notified of no contract.

Desired Settlement: I would like the company to show that the renewal was done in March and refund us for the extra money that we have had to pay since march, or have the difference be credited to the account.

Business Response:



Green Mountain Energy’s response to
BBB 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

Mr. ****** disputes the price plan for the electric
service at 502 Windy Lane.

 

History

On March 30, 2015, Mr. ******
contacted GMEC regarding available
price plans and was provided with available options for his account; however,
he declined to enroll on an alternate plan at that time. Mr. ****** requested a
credit reference letter and his request was processed.

 

GMEC received notification that the
electric service account at 502 Windy Lane was being closed out of Mr. ******’s
name effective March 30, 2015.

 

On March 31, 2015, Mr. ****** processed an online
request to change his price plan to the Pollution Free Efficient with Nest 24
price plan with a NEST thermostat promotional incentive. This plan offers an Energy Charge of $0.077718 per kWh and Oncor
Delivery Charges of $5.25 per month and 3.3156¢ per kWh. The term of this plan
is 24 months and has an Early Cancellation Fee of $295.00.  An email confirmation was sent to Mr. ******
at *********@HOTMAIL.COM, which
included a link to Your Rights as a Customer, Terms of Service and EFL
documents. 

 

Due to
a pending notification of account closure, Mr. ******’s online request to
change his price plan was cancelled April11, 2015.

 

On
August 26, 2015, Mr. ****** contacted a GMEC web chat representative to dispute
the price plan. The GMEC representative advised Mr. ****** that his request to
change his price plan was cancelled due to the March 30, 2015 request to close
the electric service account. Additionally, he was provided with an explanation
of his invoice and billing.

 

Resolution

GMEC regrets any inconvenience these proceedings may have caused Mr. ******. On September
2, 2015, a request was submitted to update Mr. ******’s price plan effective
the first meter reading on or after March 1, 2015. A corrected invoice will be
issued and all credit adjustment will be reflected.

 

An attempt to contact Mr. ****** was unsuccessful and a voicemail message
was provided.

 

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. 

 

******* ****

Customer Support
************



9/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When employees of green mountain came to my door to sell me their electricity, I listened. The gentleman said that our bill would never go over $75.00 per month because they have weekends free. I thought that was a great deal because it would save us over $50.00 per month. After the 2nd bill I noticed that was not the case. Our bill was $161.00. When I called to ask why it was so high. The supervisor I spoke with laughed at me and said no ma'am he never told you that. I told her, why would I swiych electic companies if I was going to pay more. That's crazy. She went on to tell me that we used more than double what we had the previous month. I told her that we have one window unit and the temp has never been moved and the door is kept shut. I told her we had done nothing different so why was is more than doubled? She repeated herself. So I told her if we go with another company, if we could pay out the disconnection fee? She said no, it's $295.00 charge that has to be paid in full. Now I went on line and asked friends if they had problems with this company and the response was alarming. They had told other individuals that their bill would be low and then they got triple what was told and they ended up getting electric cut off. I'm at my wits end with this company and their lies. They need to be stopped. We can't afford this company and they are leaving us with no choice. Please help.

Desired Settlement: I either want out of the contract or I want them to let me pay what I can each mo th towards the disconnection fee

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****** states that a door-to-door sales representative provided misleading information in an effort to switch the electric service at *** ***** ***** *****.
 
History
On April 22, 2015, Ms. ****** was contacted by a GMEC door-to-door sales representative and she agreed to switch her electric service at *** ***** ***** ***** to GMEC effective April 22, 2015. Mr. ****** agreed to enroll in the GMEC Pollution Free Weekend 24 Select plan with a $150.00 incentive. The term of this plan is 24 months and it has a $295.00 Early Cancellation Fee.  During the third party verification (TPV) call, Ms. ****** was provided with the components of the GMEC Pollution Free Weekend 24 Select plan including the Early Cancellation Fee. The GMEC door-to-door sales representative provided Ms. ****** with a copy of her terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) on April 22, 2015. Additionally, an email confirmation was sent to Ms. ****** at ************************* on April 22, 2015 confirming her switch request.  The confirmation email included a link to the Your Rights as a Customer, Terms of Service and EFL documents.  Ms. ******’s switch completed on April 22, 2015.
 
Subsequent invoices sent reflect the GMEC Pollution Free Weekend 24 Select plan.
 
GMEC received multiple contacts from Ms. ****** from June 24, 2015 through August 24, 2015 to dispute the price plan. GMEC representatives provided an explanation of the price plan and the early cancellation fee.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ****** may have experienced.   A review of the account determined that Ms. ******’s account has been invoiced correctly based upon the terms and conditions disclosed on her EFL.  
 
On September 3, 2015, a GMEC representative contacted Ms. ****** and she agreed to change her price plan to the GMEC Pollution Free Conserve 12 Choice plan without penalty. Additionally, as a courtesy, $50.00 was credited to the account for her customer experience.
 
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. 
 
****** ***** ******** ******* ************

9/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I set up electricity with Green Mountain Energy in early May of this year, expecting it to be delivered in late May like they promised. After receiving a phone call from my apartment complex a month later saying no electricity had been set up, I called the company to see what was going on. They said they had not received my ID verification (a picture of my driver's license), even though I could prove I had sent them the email. So, they re-enrolled me (making me repeat the hour long process of listening to every single one of their policies and such) and had me fax the ID, and they said this time it would absolutely work. However, a month later I received a bill from my complex with "absent utility fees", meaning a flat monthly rate of $35 plus an absurd usage fee. So I called them back and this time they said they had not received the deposit of $210, even though I paid that the very first time and the representative said he had transferred it to the new account. Now, another month later I got another bill with more "absent utility fees". I called back and they were unable to give me a reason why they didn't get it set up, but my "enrollment expired" again. I want to restate that each time they failed to deliver service, I got NO notification or anything - this also means that if I/my complex hadn't noticed they weren't delivering, they probably would have gladly kept my $210 deposit. The lady today has kept me on the line for more than an hour talking to five different departments trying to get this all straight, so hopefully by tomorrow I should actually have a utility company. I don't know if the cause of all the issues was incompetent/untrained staff members, technology, or something else, but I've wasted at least 7 or 8 hours of my life emailing and calling them, and now hundreds of dollars trying to get my energy set up.

Desired Settlement: I would like to reimbursed for the time and money wasted trying to fix THEIR mistakes, even if just as "store credit" towards future energy bills. I also want confirmation from the company as soon as they set up the service or as soon as they run into issues again, as their lack of communication is a big source of some of the problems listed.

Business Response:

Green Mountain Energy’s response to BBB 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
Mr. ***** is requesting compensation for a delayed enrollment request at **** ***** ******** ******. Additionally, Mr. ***** is requesting confirmation of the initiation of the electric service.
 
History
On May 2, 2015, Mr. ***** agreed to enroll his electric service at **** ***** ******** ******; however, during the call, Mr. *****’s identification could not be verified and he was advised to provide documentation to verify his identification in order to process his enrollment request. The GMEC representative advised Mr. ***** that his enrollment would be held until a copy of his identification was received and verified.  Additionally, a security deposit of $ $210.00 was required to process the enrollment. At that time, Mr. ***** processed a payment for $210.00.
 
On May 29, 2015, an email was received from Mr. ***** requesting a status of the enrollment request.  A GMEC representative responded to Mr. ***** advising that the enrollment request was not processed, as his identification was not received.
 
Account records do not reflect Mr. *****’s identification was received; therefore, on June 4, 2015, the enrollment request expired.
 
Later on June 4, 2015, Mr. ***** contacted GMEC requesting a status of the enrollment request. The GMEC representative advised Mr. ***** that his identification was not received and the enrollment request expired. At that time, a new enrollment request was submitted. During the call, Mr. *****’s identification could not be verified and he was advised to provide documentation to verify his identification in order to process his enrollment request. The GMEC representative advised Mr. ***** that his enrollment would be held until a copy of his identification was received and verified.  Additionally, a security deposit of $ $210.00 was required to process the enrollment. The GMEC representative advised Mr. ***** that the security deposit request was satisfied; however, the GMEC representative did not apply to previous payment of $210.00 to the current enrollment, which would satisfy the security deposit option to process the enrollment.
 
On June 5, 2015, Mr. *****’s identification was verified and approved.
 
On June 22, 2015, Mr. ***** contacted GMEC requesting a status of his enrollment request.  The GMEC representative improperly advised that the electric service was effective as of June 5, 2015.
 
GMEC received multiple contacts from Mr. ***** on August 20, 2015 requesting a status of the enrollment request. GMEC representatives advised Mr. ***** that the enrollment request was expired due to the GMEC representative error. Mr. ***** requested to speak with a supervisor and his call was connected. The GMEC supervisor processed a new enrollment request effective August 21, 2015. At that time, the security deposit and identification requests were satisfied.
 
On August 21, 2015, Mr. *****’s enrollment request was processed.
 
 
 Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****. Due to a GMEC representative error, Mr. *****’s June 4, 2015 enrollment request was not processed, which delayed the initiation of the electric service. As a courtesy, $50.00 was credited to the account for Mr. *****’s customer experience. If there were any additional expenses incurred as a result of the delay in the initiation of the electric service, Mr. ***** can provide the proper documentation and we will submit a claims request on his behalf for review.
 
On August 31, 2015, an email confirmation of Mr. *****’s account was sent to ***************************. A GMEC representative attempted to contact Mr. ***** to provide an update, but was unsuccessful.
 
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. 
 
******* **** ******** ******* ************
 
 

9/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been with green Mountain energy for about 5 years. During this time I have had a lot of tragedy in my life. I lost my daughter, my dad and just last week my grand daughter. On Monday I lost my grandmother. I am all alone and I take care of my mother. I had funeral expenses with my grand daughter and my grandmother. All I was asking from GME is to please give me til Saturday August 30 roughly about 11 day.. They could not would not accommodate me because I have had 7 or 9 disconnect notices in the last year.. Which they charge me for each time 20. Or something like that AND I have already used the one emergency courtesy for the year. When my dad passed away. After talking to 4 people like I said they were only able to give me 7 days. I don't get paid til Friday. They kept repeating to me everything they could not do! I pay my bill it may not be on time but it is always paid. We all need electricity and there is just NO reason.. They should not be able to help in any kind of situation. Especially in instances like this. What about the elderly, the disabled. They already make tons of money just for sending out disconnect notices. Times are hard life isn't always easy!

Desired Settlement: I would like to speak with someone in corporate office... I would like to come to some kind of resolution. I don't think it's fair that they limit your extensions especially in such difficult times as these.

Business Response:

Green Mountain Energy’s response to BBB 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. ********* *s requesting an extension for the electric service at *** ******* *******
 
History
On August 10, 2015, a Disconnection Notice for $207.33 was sent due by August 20, 2015.
 
On August 19, 2015, GMEC received multiple contacts from Ms. ********* requesting an extension. GMEC representatives advised Ms. ********* that the account was not eligible for an extension due to the payment history for the account. Ms. ********* requested to speak with a supervisor and her call was connected. As a courtesy, the GMEC supervisor granted an extension until August 26, 2015.
 
On August 26, 2015, a one-time bank draft payment for $207.33 posted to the account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *********.  In review of the account, Ms. *********’ request for an extension was granted until August 26, 2015.
 
Multiple attempts to contact Ms. ********* have been unsuccessful.
 
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. 
 
******* ****
Customer Support
************

9/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 2 months in a row online payments were rejected for insufficient funds from the same account I've always used. My bank stated nothing showed on their end trying to go through. Each time a payment is "returned", Green Mountain tacks on about $94.40 worth of fees. I sent them bank statements to show nothing went through the bank either time, asked for all the fees to be removed. I was told it may take awhile for all credits to post, so before heading out of town, I made sure all my service/usage fees were paid. I returned home to disconnected service for $25.95 that was "unpaid", which had to be remaining fees that should've been credited. I lost $800+ of food. I then made a phone payment using the account on file, same account for 2 years, which also was returned, but never went through my bank. Another $94.40 of fees added on, and they claim there's a limit to the amount of credits they will give. I am furious at the lack of accountability on their end. As a customer, I feel there is nothing I can do to avoid being taken advantage of with the ridiculous fees over what seems to be fraudulent "returned payments".

Desired Settlement: I would like ALL fees to truly be credited, and to be compensated for the loss of food.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****** **** states that her payments were improperly processed, which resulted in disconnection of the electric service at 6400 Windcrest Drive. Additionally, Ms. ****** **** is requesting to receive compensation for food loss.
 
History
On May 7, 2015, an invoice for $256.55 was sent with a Balance Forward of $33.03, Reversed Late Payment Penalty of $8.03, Reversed Return Payment Charge of $25.00, Returned Payment of $93.76, Returned Payment Charge of $25.00, Disconnect Notice Fees totaling $40.00, Late Payment Penalty of $4.69 and Current Charges of $93.10.
 
GMEC received multiple calls from Ms. ****** **** on May 11, 2015, attempting to make a card payment. GMEC representatives advised Ms. ****** **** that due to recent returned payments, the account is not eligible to accept one-time bank draft or credit card payments. Ms. ****** **** was provided with additional payment options and locations. Ms. ****** **** contacted GMEC representative to provide receipt validation after payment of $93.76 at a third party authorized location. Ms. ****** **** improperly assessed a fee of $5.95 to validate a receipt payment.
 
On May 13, 2015, a payment of $93.76 was posted to Ms. ****** ****’s account.
 
On June 1, 2015, a disconnection notice for $162.79 was sent due by June 11, 2015.
 
On June 8, 2015, an invoice for $308.78 was sent with a Balance Forward of $162.79, Service Processing Fee of $5.95, Disconnect Notice Fee of $20.00, Late Payment Penalty of $7.91 and Current Charges of $112.13.
 
Later on June 8, 2015, Ms. ****** **** contacted GMEC representatives to dispute the returned payment fees assessed to her account and to request removal of the “No Checks/Credit Card Allowed” status. At that time, an investigation was submitted to review her account.
 
On June 9, 2015, a GMEC representative contacted Ms. ****** **** to provide the results of the investigation submitted to review her account.  The GMEC representative advised Ms. ****** **** that her financial institution did not honor the payment because they were unable to locate an account associated with the banking information provided. As a courtesy, the GMEC representative credited Disconnect Notice Fees totaling $40.00, Late Fees totaling $12.60 to the account and advised Ms. ****** **** that the $25.00 Returned Payment Charge will be credited within 2-3 days. At that time, Ms. ****** **** processed a card payment of $93.10. The GMEC representative improperly advised Ms. ****** **** that she will only be responsible for the current charges on her next invoice and all the fees were credited to the account.
 
On June 15, 2015, a $25.00 Returned Payment Charge was credited to the account.
 
On June 22, 2015, Ms. ****** **** processed a card payment of $112.13 via GMEC’s Interactive Voice System (IVR).
 
On June 29, 2015, a disconnection notice for $29.95 was sent, due by July 9, 2015.
 
On July 8, 2015, an invoice for $215.27 was sent with a Balance Forward of $103.55, Credit for Disconnect Notice Fees totaling $40.00, Reversed Late Payment Penalties of $12.60, Reversed Returned Payment Charge of $25.00, Disconnect Notice Fee of $20.00, Late Payment Penalty of $1.30 and Current Charges of $168.02.
 
Payment was not received by the disconnection notice due date; therefore, on July 13, 2015, a disconnect request was sent to Oncor Electric Delivery (ONCOR).
 
Multiple calls were received from Ms. ****** **** on July 21, 2015, to dispute disconnection of the electric service. Ms. ****** **** was provided an explanation of billing and charges and processed a card payment of $29.95 with a GMEC representative. At that time, a reconnect request was sent to ONCOR. Ms. ****** **** requested compensation due to food loss, stating that she was advised to pay the current charges only. The GMEC representative advised Ms. ****** **** that disconnection of the electric service was not a GMEC error and a food loss claim was not entered.
 
On July 24, 2015, Ms. ****** **** processed a bank draft payment of $189.32 via GMEC’s IVR system.
 
On July 30, 2015, GMEC received notification that the payment for $189.32 was not honored by Ms. ****** ****’s financial institution.  At that time, a $25.00 Returned Payment Charge was assessed to Ms. ****** ****’s account.  Correspondence advising Ms. ****** **** of the returned payment was sent on July 31, 2015.
 
On August 3, 2015, a disconnection notice for $189.32 was sent, due by August 13, 2015.
 
On August 6, 2015, an invoice for $410.55 was sent with a Returned Payment of $189.32, Returned Payment Charge of $25.00, Disconnect Notice Fee of $20.00, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $25.00 and Current Charges of $126.83.
 
On August 9, 2015, Ms. ****** **** processed a card payment of $189.32 via GMEC’s IVR system.
 
On August 10, 2015, Ms. ****** **** contacted GMEC to dispute a returned payment charge and request compensation for food loss, she requested to speak with a supervisor and her call was connected.  The GMEC supervisor improperly advised Ms. ****** **** to provide documentation from her financial institution that the funds were available at the time of payment, in order to dispute the returned payment charge and request compensation for food loss. Additionally, as a courtesy, Disconnect and Reconnect Fees totaling $40.00 were credited to the account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****** ****. Ms. ****** ****’s request for reimbursement due to food loss after disconnection of the electric service has been referred to GMEC Claims for resolution.  A claims representative will contact Ms. ****** **** with resolution within 30-45 days.
 
As a courtesy, Late Payment Penalties totaling $10.70, Disconnect Notice Fees totaling$60.00 and a Returned Payment Charge of $25.00 were credited to the account.  All fees assessed since March 30, 2015, have been credited to the account.
 
Multiple attempts to contact Ms. ****** **** have been unsuccessful; however, voicemail messages have been provided.
 
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. 
 
******* ****
Customer Support
************
 
 

9/9/2015 Problems with Product/Service
9/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Green Mountian Energy is horrible. They sell you on being a cheaper option for the same service. They do not tell you that the service is variable and the rates will be hiked up. They are charging 70% more than PECO does. It is robbery.

Desired Settlement: I would like my bills retroactively adjust to a fair rate over the time I have been with Green mountian

Business Response: To Whom It May Concern,

 Green Mountain Energy received Mr. *** *********’s complaint
on August 12, 2015.  The following outlines his enrollment, account
status, and our resolution.

Mr.
*********’s electricity account was enrolled in person for Green Mountain
Energy on December 20, 2012.  During the enrollment, Mr. ********* was presented with
all required disclosures including the fact that our product was for a variable
supply price plan.  Following enrollment,
Mr. ********* was mailed a copy of the Terms of Service for the electricity
account which additionally outlined the variable supply price, including that it
may be higher than his local utility’s supply rates.  

 

Prior to
receiving the complaint, on August 4, 2015, Green Mountain Energy received an
inbound cancelation request from Mr. *********’s local utility company, PECO,
advising us that the account ended service on August 1, 2015, per their
determination.  Green Mountain Energy spoke
with Mr. ********* on August 11, 2015. 
We reviewed the terms of his enrollment, supply prices charged, and confirmed
his service end date on the account. 
During this conversation, the call was disconnected.  Green Mountain Energy attempted to reach back
out to Mr. *********, however our attempts were unsuccessful. 

 

Upon
receiving his complaint, Green Mountain Energy spoke with Mr. ********* on August
13, 2015.  During this call, we reviewed
the terms of the enrollment, supply prices charged, and confirmed the service
end date on the account.  Lastly during
that conversation, as a show of good will, we offered to issue a courtesy
credit in the form of a check.  While we were not obligated to offer a
credit, we did so in order to amicably resolve his concern.  We believe this resolution was fair, since the
Terms of Service clearly indicate that his plan was for a variable supply
price.  Mr. ********* accepted our offer
and confirmed his complaint was resolved. 
We consider this matter closed.

 

Please let me know if you need any
additional information regarding this complaint.

 

***** *******























**** ****** ******* **** ***** ************* ** ***** ************** *** ************** ***

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday 08/10/2015, I called in to Green Mountain Energy to request additional time to pay my bill and to follow up on a later due date of my bill for the location in Desoto, Tx and Dallas, TX. I spoke to "*****" on 08/12/15 , who stated he was a supervisor, who basically told me he could not accommodate me as a customer. When I first opened my accounts with Green Mountain I stated I wanted a later due date toward the end of the month. And "*****" tells me it will take up to two months for me to get a later due date. I explained to him, I had been laid off my job, and needed additional time to pay the bill. And being in Texas with three digit temperature weather, I and my family did not need my service turned off. Again, he stated he could not help me and that the computer system would not let him. I found the service he provided to me to be the worst I have received. Green Mountain Energy does not care of about providing "quality" service to their customers. The public should be made aware of the bad service Green Mountain Energy is providing to their customers.

Desired Settlement: I would to have additional time to pay my bill on this account and to have my due date immediately changed and not wait two months for this to happen. And to be accommodated as a new customer.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing the timeframe to enroll in GMEC’s Pick Your Due Date billing program for the electric service accounts at *** ******** ***** and *** ******** *****. Additionally, Ms. ********* is requesting an extension for the electric service account at *** ******** *****.
 
History
GMEC received multiple contacts from Ms. ********* on August 10, 2015, requesting payment arrangements and to elect new billing due dates for the electric service accounts at *** ******** ***** and 697 Edgedale Drive.  GMEC representatives advised Ms. ********* that the accounts are not eligible for an extension due to the length of history and submitted requests to change the billing due dates.  Ms. ********* was advised to allow one to two billing cycles for completion of the requests.
 
On August 11, 2015, a GMEC representative changed the billing invoice due dates for both *** ******** ***** and *** ******** ***** effective on the next billing cycle.
 
On August 12, 2015, Ms. ********* contacted GMEC requesting to speak with a supervisor regarding an extension and her call was connected. The GMEC supervisor granted an extension until September 1, 2015, for the electric service account at *** ******** *****, but advised that the electric service account at *** ******** ***** is not eligible for an extension due to the length of history.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *********.  A review of Ms. *********’s account determined that the account has been enrolled in GMEC’s Pick Your Due Date program as of August 12, 2015 and will be effective as of the next billing cycle.
 
As a courtesy, an extension was granted for the electric service account at *** ******** ***** until September 1, 2015.
 
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. 
 
******* ****
Customer Support
************
 
 
 

9/2/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are putting this on point form for clarity: . On June 12, 2015 we signed up online with Green Mountain Energy after reviewing rates on Power to Choose website. . The "Energy Facts Label" which shows the agreed rates was *************** - 5.9 cents at 500 k Wh, 5.3 cents at 1000 k Wh and 8.7 cents at 2000 k Wh . The confirmation was received (#**********) showing the above Energy Facts Label (confirming the agreed rates) . The switch over of July 6, 2015 was also shown in the confirmation . Green Mountain had some initial problems in getting things switched over and we spoke to several of their agents until we reached someone who assured us, the switch would take place as planned but would contact us if there were any further problems - no one called, we assumed we were switched. . Later in July we were shocked to get a bill from our old provider who told us Green Mountain had failed to switch us over . We called Green Mountain to ask what was going on and they confirmed that the switch over as promised had not taken place after all and re-issued the switch over order requesting the rates we had signed up for back on June 12. . In August, we received via mail, a different "Energy Facts Label" (***************) at higher rates than we signed up for in June. . We called Green Mountain immediately to demand the rates we had signed up for. . We spend over an hour on the phone starting with Customer Service and finally had to talk to the Supervisor who in spite of the confirmation data we received in June, could not switch our increased rates back to the agreed rates. . The supervisor spoke to her Manager but they refused to do the right thing and give us the agreed rates. . In our mind, they are in breach as we have a print of their June 12, 2015 confirmation

Desired Settlement: Getting the agreed rates we signed up for or the right to switch to another provider without the $150 early cancellation penalty

Business Response:

Green Mountain Energy’s response to BBB 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
Mr. ***** disputes the price plan for the electric service at **** ******** ****.
 
History
On June 12, 2015, an online request was received to switch Mr. *****’s electric service at **** ******** **** effective July 6, 2015. Mr. ***** agreed to enroll in the GMEC Pollution Free Conserve 12 Choice price plan.  This plan offers an energy charge of $1.495500 cents per kWh for usage up to 1000 kWh and $8.820500 cents/kWh for all usage above 1000 kWh in a billing cycle, a $0.00 base charge and Oncor electric delivery charges of $5.25 per month and 3.3294 cents per kWh. The term of this plan is 12 months and it has a $150.00 early cancellation fee.  Mr. *****’s enrollment confirmation was sent to the email address of ******************** on June 12, 2015.  The confirmation email included links to the terms of service, “Your Rights as a Customer” and electricity facts label (EFL) documents.  The switch request completed effective July 6, 2015.
 
On June 17, 2015, Mr. ***** contacted GMEC requesting a status of the switch request. The GMEC representative advised Mr. ***** that the switch request is scheduled for July 6, 2015 and provided the price plan details.
 
GMEC received multiple contacts from Mr. and Ms. ***** on July 31, 2015, requesting a status of the switch request. The GMEC representatives improperly advised Mr. and Ms. ***** that the switch request was cancelled and processed a new enrollment request, which resulted in the closure of Mr. *****’s current account.  Additionally, an investigation was submitted to review Mr. *****’s price plan.
 
On August 7, 2015, a GMEC representative reviewed the investigation request and enrolled the account on the incorrect price plan.
 
GMEC received multiple contacts from Mr. ***** on August 18, 2015 disputing the price plan. The GMEC representatives advised Mr. ***** that GMEC is unable to honor the price plan agreed to on June 12, 2015, because the price plan is no longer available.
 
Resolution
GMEC apologizes for any inconvenience or confusion Mr. ***** may have experienced during the establishment of his electric service account with GMEC.
 
On August 18, 2015, A GMEC representative contacted Mr. ***** to advise that GMEC will honor the price plan agreed upon on June 12, 2015. Additionally, as a courtesy, $50.00 was credited to 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. 
 
******* **** ******** ******* ************
 
 

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

8/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Green mountain did not explain to me that they plan I was switching to did not include my oncor delivery charge. This month's bill had a delivery charge of $50. I am a struggling college student, and already receive a lite-up Texas discount. So for them to switch me to a plan that would increase my monthly bill by $50 that only qualified for a $30 discount is very wrong.

Desired Settlement: Switch me back to the plan that included the oncor delivery charge.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ******* states she was not advised of the Delivery Charges assessed by Oncor during her enrollment on the Pollution Free 6 rate plan and is requesting to be placed on a rate plan that has the Oncor Delivery Charges included in the Energy Charge.
 
History
On May 18, 2015, Ms. ******** processed an online request to transfer service to 10928 Audelia Road Apt 2021 effective May 26, 2015.
 
On May 26, 2015, Ms. ********' transfer of service completed. Ms. ******** contacted GMEC requesting information regarding the new deposit request. The GMEC representative explained the deposit request, and incorrectly advised Ms. ******** her Lite Up Texas discount would transfer over to her new location, therefore no additional actions were required. The GMEC representative failed to inform Ms. ******** to contact Lite Up Texas and update the new service address.
 
On June 22, 2015, Ms. ******** emailed GMEC requesting additional information regarding her contract end date and requested new rate plan offers. GMEC emailed Ms. ******** a response advising her the current Pollution Free Smart 6 rate plan would expire on the June 2015 meter read date, at which point the account would default onto a month to month rate plan. Ms. ******** was advised to contact GMEC to discuss available rate offers.
 
On June 29, 2015, Ms. ******** contacted GMEC requesting to update her current rate plan. The GMEC Representative offered Ms. ******** the Pollution Free 6 rate plan. This rate plan offers an Energy Charge of $0.73718 per kWh, Oncor Delivery Charges of $5.25 per month and 3.3156¢ per kWh. The term of this plan is 6 months and has an Early Cancellation Fee of $150.00. Ms. ******** was read these disclosures and agreed to enroll on the Pollution Free 6 rate plan effective the next meter read date.
 
On July 28, 2015, a $277.66 invoice was sent to Ms. ********. The invoice included Current Charges of $123.41 for the billing period from June 24, 2015 through July 23, 2015, and a balance forward of $154.25 due August 13, 2015.
 
On August 7, 2015, Ms. ******** contacted GMEC disputing her Oncor Delivery Charges, stating this information was not disclosed when she agreed to enroll on the Pollution Free 6 rate plan. Ms. ******** requested to speak to a supervisor for further assistance. The GMEC supervisor reviewed Ms. ******** enrollment call to the Pollution Free 6 rate plan which confirmed the Oncor Delivery Charges were disclosed. The GMEC supervisor further explained, unlike the previous Pollution Free Smart 6 rate plan the new Pollution Free 6 rate plan itemizes all charges, therefore the Oncor Delivery Charges are disclosed on each invoice. The GMEC representative explained in detail the Oncor Delivery Charges and the assessment of these fees to all Retail Electric Providers according to each customer's usage. Ms. ******** disconnected the call stating she would be switching once her contract ended.
 
Resolution
GMEC regrets the negative experience Ms. ******** has experienced, however a review of Ms. ******** enrollment on the Pollution Free 6 rate plan confirms all charges were disclosed by the GMEC representative. Ms. ********' previous rate plan was the Pollution Free Smart 6 rate plan. That rate plan offered an Oncor Delivery Charge of $0.1103 per kWh, a monthly base charge of $5.25 per month and an Advanced Metering Charge of $2.19 per month. The average price at 2000 kWh was 11.4¢ per kWh.  The term of this plan was 6 months and had an Early Cancellation Fee of $150.00. On Ms. ********' new Pollution Free 6 rate plan. The Energy Charge is $0.73718 per kWh, Oncor Delivery Charges of $5.25 per month and 3.3156¢ per kWh. The average price at 2000 kWh is 10.9¢ per kWh. The term of this plan is 6 months and has an Early Cancellation Fee of $150.00. A comparison of Ms. ********  previous Pollution Free Smart 6 rate plan shows that the new Pollution Free 6 rate plan, provides a lower overall price point.
 
Ms. ******** was contacted and explained the above and has decided to remain on the Pollution Free 6 rate plan. Due to the GMEC representative incorrectly advising Ms. ******** her Lite Up Discount would transfer to her new location, GMEC has applied a $20.00 credit in lieu of the Lite Up Discount to Ms. ********' GMEC account.
 
Account Status
Ms. ******** account is active and currently has a $97.66 balance.
 

8/21/2015 Problems with Product/Service
8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a salesperson at my local grocery store and was asked several questions about my current electric company. The representative was supposed to mail me information about Green Mountain Energy only. They actually switched my service without my knowledge or approval. Unknowingly, my wife received a bill in the mail and paid it. She then asked me about the change and I was unaware this transaction had occurred. My wife then switched us back to our original electric company. I then received a bill in the mail for early disconnection. I have called and spoke to a couple of customer service people at this company and explained my situation and they have stated they would take care of this matter. I have now received a letter from a *****ction agency and cannot get in touch with anybody at this company.

Desired Settlement: I would like a credit showing a zero balance and all negative information removed from my credit history.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. *****'s complaint against Green Mountain Energy "GMEC" is that he did not authorize the switch of his electric service to GMEC at his service address *** ****** **** **** ***. Mr. ***** states on April 11, 2015 he was at a grocery store and spoke with a GMEC sales representative who explained to Mr. ***** he could sign up to receive rate plan information from GMEC. Mr. ***** agreed to receive additional rate plan information, however he did not request to switch his electricity service provider.
 
History
On April 11, 2015, an online enrollment was submitted for service address *** ****** **** **** *** which completed later that day. The rate plan selected with this enrollment was the GMEC Pollution Free Watersaver 12 plan. This plan offers an Energy Charge of 7.0193¢ per kWh ONCOR Electric Delivery Charges of $9.00 per month and 3.9806¢ per kWh. The term of this plan is for 18 months and it has a $200.00 Early Cancellation Fee.
 
On April 21, 2015, a $25.81 invoice was sent to Mr. ***** for the billing period from April 11, 2015 through April 17, 2015 due May 7, 2015.
 
On May 1, 2015, an online payment of $25.81 was made to Mr. *****'s account.
 
On May 4, 2015, GMEC received a switch request from another service provider which completed later that day, terminating Mr. *****'s service with GMEC.
 
On May 6, 2015, a $278.45 final invoice was sent to Mr. ***** for the billing period of April 17, 2015 through May 4, 2015 which included a $200.00 Early Cancellation Fee due May 22, 2015.
 
On June 29, 2015, Mr. ***** contacted GMEC disputing the $278.45 final invoice stating he did not authorize a switch request to GMEC.
 
On July 26, 2015, due to no payment received, the $278.45 past due balance was sent to a *****ctions agency.
 
Resolution
GMEC regrets any inconvenience and miscommunication these proceedings may have caused Mr. *****. Mr. ***** was contacted on July 3, 2015 and was advised the $278.45 balance was removed from the *****ctions agency and any negative impact has also been removed. Additionally, the $200.00 early cancellation fee has been removed leaving a balance of $78.45 for usage from April 17, 2015 through May 4, 2015.
 
Account Status
Mr. *****'s GMEC account was closed on May 4, 2015 and currently has a balance of $78.45.

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

8/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After having been with Green Mt. Energy almost two years, we realized they had been deceptive in presenting themselves to us (and others) that we would save money on our electricity using them. Their rates are high and try to use the excuse that because they use "green" energy resources we are saving money. Nothing more than a lie. They have been and continue to be deceptive.

Desired Settlement: stop over-charging and issue refunds for their over-charging

Business Response:

Green Mountain Energy Company’s Response to BBB 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
*** ****** disputes the invoiced energy charge for the electric service at **** ********* *******.
 
History
On April 24, 2012, *** ****** agreed to enroll in the GMEC Pollution Free Conserve 6 plan.  This plan offers an energy charge of $0.083279 cents per kWh, a $5.95 base charge and Oncor Advanced Metering Charges of $2.19 per month. The term of this plan is 6 months and it has a $150.00 early cancellation fee.  *** ****** was sent a copy of his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) on April 26, 2012.
 
On September 11, 2012, *** ****** was sent a contract expiration notice advising that his current price plan was expiring and that if another plan was not selected, his account would transition to the GMEC Pollution Free Month-to Month price plan.  Additionally, this notice provided *** ****** with information regarding the GMEC Pollution Free Month-to-Month plan.


GMEC records reflect subsequent invoices sent reflect the Pollution Free Month-to Month price plan.
 
GMEC received emails from *** ****** on May 18, 2015 and May 19, 2015 inquiring about his rate and requesting an explanation of GMEC price plans.
 
On May 18, 2015 and May 19, 2015, a GMEC representative contacted *** ****** via email and provided an explanation of his rate and GMEC price plan options.
 
Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused *** ******.  After a thorough review of account, it has been determined that *** ****** has been invoiced correctly in accordance with his EFL and meter readings received from Uncork Electric Delivery.
 
GMEC offers a variety of price plans through multiple channels which may reflect different pricing points and or incentives, and are subject to change.  Price fluctuations are dependent on the type of month-to-month or fixed rate price plan enrolled under; however, specific pricing details for each price plan are available through their electricity facts label (EFL) and Terms of Service provided at the time of enrollment.  
 
GMEC offers several variable and fixed rate plans.  A customer can choose a fixed-rate plan with a minimum term contract that would not change from month to month.  Such plans can have lower rates because GMEC is able to forecast how much electricity is needed for their long-term customers allowing them to negotiate a better price for electricity in the market.  With variable rate plans, GMEC must purchase electricity quickly based on current market prices.  Depending on current market conditions, these prices may be higher or lower than the negotiated price for fixed-rate plans.  
 
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. 
 
******* ****
Customer Support
************
 

Consumer Response: Complaint: ********

I am rejecting this response because:
their contention that after having been a customer for almost two years, and their awareness of my average use, does not constitute an agreement to a term contract would enable them to offer me a reasonable rate for electricity.
They are lacking in integrity and honesty in dealing with their customers with reasonable rates and represent themselves in a manner different than presented.
if necessary I will take the matter to the Govenor of this great state snd my Congressman if they are not willing to offer reasonable rates as represented.

Regards,

*** ******

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a agent that came to my door and looked at my bill and caculated it and said how much they could save me. They told me my rate would be 12.6 but my bill came at 14.1. They misled me by not telling me that if my usage ia not over 2000 then it would be higher. They are misleading customers and the result is my bill is $50 higher this month for the same usage and my weekends are susposed to be free. I called and they would not waive the cancelation fee of $250.00. They transfered me twice and they would not accomodate me at all. Horrible company and I will continue to pressure this conpany for justice.

Desired Settlement: I would like to not be charged a cancellation fee. I do not want to use a company that misled me and the result is a out of tolerance bill.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
*** **** is disputing the pricing information provided by the GMEC representative during his enrollment for his electric service account at **** ******* ****** ******
 
History
On May 30, 2015, a GMEC door-to-door representative contacted *** **** and he agreed to switch his electric service at **** ******* ****** ***** to GME effective the next meter read date. *** **** agreed to enroll in the Pollution Free Timewise Free Weekends Select which included a $300 promotional incentive. This plan offers a Weekday Energy Charge of 14.1626¢ per kWh, Weekend Energy Charge of 0.00¢ per kWh, Centerpoint Energy (CNP) Delivery Charges of $8.72 per month and 3.7256¢ per kWh.  The term of this plan is 36 months and it has an Early Cancelation Fee of $250.00. The GMEC representative  provided *** **** with a copy of his Terms of Service Agreement, a copy of Your Rights as a Customer Document and an Electricity Facts Label (EFL) on May 30, 2015.
 
Later that day, *** ****'s switch request to GMEC completed.
 
On June 24, 2015, an invoice for $137.79 was sent for the billing period of May 30, 2015 through June 19, 2015 due July 10, 2015.
 
On July 2, 2015, *** **** contacted GMEC disputing the June invoice stating he was provided different pricing information in comparison to the pricing on his recent invoice. The GMEC representative listened to *** ****’s enrollment call which determined all mandatory disclosures were provided to *** **** during his enrollment request. The GMEC representative explained to *** **** the 14.1626¢ per kWh Energy Charge was fixed regardless of how many kilowatts were used, however because the Centerpoint Energy (CNP) Delivery Charges included the 3.7256¢ per kWh the average price per kilowatt would vary depending on the amount of kilowatts used. The average price quoted of 12.6¢ per kWh was based on usage of 2000 kilowatts. *** **** stated he was misled since the average amount was quoted at 2000 kilowatts and not his actual kilowatt usage. The GMEC representative apologized for the misunderstanding and informed *** **** the pricing structure was accurately and entirely disclosed during the enrollment call; therefore the $250.00 early cancelation fee would be assessed should he decide to switch electricity service providers.
 
Resolution
A review of *** ****'s account confirmed that a valid agreement was received on May 30, 2015 to enroll the electric service at **** ******* ****** ***** in the  Pollution Free Timewise Free Weekends Select plan which included a $300 promotional incentive. All pricing information was accurately disclosed to *** **** prior to completion of his enrollment.
 
As a courtesy,  GMEC has contacted *** **** and has offered to waive the $250.00 early cancelation fee should he decide to select another retail electric provider. Additionally, should *** **** decide to remain with GMEC, GMEC will honor any GMEC rate plan *** **** requests.
 
Account Status
*** ****'s account is open and currently has a $137.79 balance due July 10, 2015.

7/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company engages in illegal door to door sales practices. Company representative ignored written 'no solicitation' signs at each entrance to neighborhood, sign posted on entrance to private property, and sign posted on residence. When informed the representative grew irate, defensive and verbally abusive.

Desired Settlement: Business review compliance with state door to door sales laws and work to respect individual's right to privacy.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
*** ******** complaint against GMEC is in regards to a negative experience caused by a GMEC door to door representative disregarding the “no solicitation” signs posted throughout *** ******** residence, in addition to the unprofessional response by the GMEC door to door representative when asked to leave.
 
History
On June 29, 2015, A GMEC door to door representative approached *** ******** residence requesting to switch electric service to GMEC for service address **** ******** ****. *** ****** was not interested in switching his electric service to GMEC and declined, advising the representative to respect the "no solicitation" signs which were posted at the entrance of his community, on his mailbox leading up to his home, and on his residence and requested the GMEC door to door representative leave. At this time, *** ****** states the GMEC door to door representative became defensive and unprofessional to which *** ****** closed his door.
 
Resolution
GMEC does not take these situations lightly and has reached out to *** ****** to thoroughly apologize for the door to door representative’s actions which have caused *** ****** a negative experience. GMEC is committed to providing outstanding customer service and is taking necessary measures to ensure all representatives conduct themselves in accordance with GMEC’s standards. Once again, Green Mountain Energy Company regrets the inconvenience these proceedings have caused *** ******.
 
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. 
 
***** ****
Customer Support
************

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attempted to set up power service through this company to my new address to begin on 7/13/15. I began with an on-line form on 7/2/2015. I received a confirmation email the same day. I then received a call on 7/7/15 asking for copies of my identification (driver's license and passport), which I provided as an email to the address given to me on 7/8/15. I received an automatic email in return stating that it was received. Then, nothing. On 7/13/15, I called to ask about the state of my account. After over an hour on the phone, repeatedly giving the same information over and over, and being transferred between 4 people, I was finally told that there was a mistake in the system and my prior email containing my ID information was never received, despite me receiving a confirmation receipt. I was told to resend the email to a different address, and no exp***ation was provided as to why the first wrong email address was given to me, or what had happened to my personal information. Finally, I was told that it would take 1-2 business days for my ID information to be reviewed and power to be turned on in my apartment. My move-in date is 7/14/15, and effectively, I may have to go 1-2 days without power. I am a pregnant woman and it is nearly 100 degrees outside. Because of their negligence, my health and the health of my unborn child is being endangered. When I pointed this out, the agent on the phone offered my no recourse and only asked me to call back later. No offer was made to expedite my request. No help from a higher level manager was offered. No one cared. No one offered an exp***ation of how this could happen, and no one tried to make it right. They have already taken my $150 deposit.

Desired Settlement: I would like to be contacted by this company. They owe me an apology, immediate resolution of the problem by turning on my power, and also a credit towards my bill.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. **** *s disputing the delay in initiating electric service at **** ******* ******, in addition to the conflicting information provided by several GMEC representatives regarding her identification information.
 
History
On July 2, 2015, GMEC received an online enrollment request from Ms. **** to initiate service for service address **** ******* ****** scheduled to start July 13, 2015. At this time a $150 security deposit was requested to initiate service at **** ******* ******. A payment of $150.00 posted to Ms. ****'s account later that day. An email confirmation was sent to Ms. **** to the email address on file confirming an enrollment request was received.
 
On July 6, 2015, a fraud alert security notification was received for Ms. ****'s previously submitted identification information. Ms. **** was contacted and informed of the fraud alert security notification and was advised two forms of identification would be required to proceed with the enrollment request. Due to a bad connection Ms. **** stated she would return GMEC call for further information however no call was received from Ms. ****.
 
On July 7, 2015, GMEC contacted Ms. **** and advised two forms of identification were required to continue with her enrollment request. Ms. Ward was advised to submit a copy of the identifications to *************************************** to process her enrollment request.
 
On July 8, 2015, Ms. ****'s enrollment request for service address **** ******* ****** was canceled due to GMEC not receiving a copy of Ms. ****'s identifications.
 
On July 13, 2015, Ms. **** contacted GMEC requesting to know the status of her enrollment request stating she submitted a copy of her passport earlier that day. The GMEC representative incorrectly advised Ms. **** her original enrollment did not process correctly and therefore a new enrollment was required. Ms. **** stated she submitted a copy of her passport and driver’s license to *************************************** and received an email confirming receipt on July 8, 2015. Ms. **** was connected to an account specialist who submitted a new enrollment request. At this time, a new account number was generated and a new fraud alert security notification was received in addition to a positive identification notification. The GMEC representative connected Ms. **** to an Security Notification department who confirmed receipt of Ms. ****'s passport and driver’s license and successfully completed the enrollment. Additionally Ms. ****'s $150.00 security deposit was transferred to the new account.
 
Resolution
GMEC regrets the inconvenience and miscommunication these proceedings have caused Ms. ****.  On July 14, 2015 Ms. **** was contacted and was advised her enrollment request was completed on July 14, 2015 for service address **** ******* ******. A review of Ms. ****'s account determined a copy of Ms. ****'s identifications were received after hours July 8, 2015, however due to the account closing, the GMEC representative failed to note Ms. ****'s account. Due to Ms. ****'s negative experience, GMEC has applied a $25.00 courtesy credit to Ms. ****'s GMEC account.
 
Account Status
Ms. ****'s account is active and currently has a $25.00 credit ba***ce.

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. 
 
***** ****
Customer Support
713-488-5416
 

Consumer Response: Better Business Bureau:

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

Regards,

*** ****

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was visited by a door to door salesman yesterday regarding switching my service to green mountain. She was very rude, she me that my current energy comany is the #1 cause of child illness. When I asked for either a brochure or literature to support this claim she refused to give any of that to me. She said I need to sign up now, it would only take 6 minutes... I told her that look I am in sales so I understand, but I wasn't going to make a decision at that time. She asked me what kind of sales I was in, then proceeded to insult me by telling me that pharmaceutical sales was the reason her doctors push meds and then people die. I was incredibly insulted that she would attack me personally. She also rang my doorbell at 8:00 on a Friday night, and I have a sign on the door that asked for people to please knock because I have a sleeping baby. Also very rude!!!

Desired Settlement: I would just like an apology and for this person to be some sort of training on how you don't treat customers!!!

Business Response:

Green Mountain Energy Company’s Response to BBB 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. 
 
Issue
On June 19, 2015 a GMEC door to door representative contacted Ms. ********** requesting to switch electric service to GMEC for service address **** ********* ******  Ms. ********** declined to switch her electric service to GMEC due to the negative experience caused by the door to door representative.
 
Resolution
GMEC does not take these situations lightly and has reached out to Ms. ********** to thoroughly apologize for the door to door representatives actions which caused a negative experience. GMEC is committed to providing outstanding customer service and will ensure all representatives conduct themselves in accordance with GMEC’ standards. Once again, Green Mountain Energy Company regrets the inconvenience these proceedings have caused Ms. **********.  
 
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. 
 
***** ****
Customer Support
************
 
 

7/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: One of your salesmen came to my house and when I told him that I was not interested in your product or services he proceeded to tell me that I didn't understand what his "job" is. I can only assume he thought that because I am a woman. I had to get a little more aggressive in my way of telling him to get out of my house. You should train your sales people to be better equipped to answer ANY question that is asked and not to dance in circles around them. It's completely unprofessional. And your rates and rewards are not going to save me any money more than likely from what I have heard and read of your company, it would cost me more.

Desired Settlement: I want to be removed from any and all things that Green Mountain Energy has in ways to contact me. I want absolutely nothing to do with their services or products. They need to take the criticism that they have and still are receiving and use it to attempt to better their company. They DEFINITELY need to train their people better so that they can understand exactly what customers are needing and how to handle them.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****'s complaint against GMEC is in regards to a negative experience she had with a GMEC door to door representative on June 22, 2015. Additionally, Ms. **** is requesting her contact information be removed from all GME marketing channels.

History
On May 22, 2015, a GMEC door to door representative approached Ms. ****'s residence requesting to switch her electric service to GMEC. Ms. **** informed the door to door representative she was not interested in any GME services. At this time, Ms. **** states the GMEC door to door representative became unprofessional and therefore she asked the door to door representative to leave.

Resolution
GMEC does not take these situations lightly and has attempted to contact Ms. ****, however all attempts have been unsuccessful. GME has left several messages apologizing to Ms. **** for the negative experience the GMEC door to door representative caused. Ms. **** has been removed from all GMEC marketing channels per her request. GMEC is committed to providing outstanding customer service and is taking necessary measures to ensure all representatives conduct themselves in accordance with GMEC’s standards. Once again, Green Mountain Energy Company regrets the inconvenience these proceedings have caused Ms. ****.
 
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. 
 
***** ****
Customer Support
###-###-####
Account Status

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

Regards,

******* ****

7/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4-14-2015, I requested to begin new service with this company. They required a $279.00 deposit. This deposit was paid to Green Mountain Energy on 4-16-2015. On 4-17-2015 we had no electric services. There was a switch hold order from the previous tenant so Green Mountain was unable to provide us service. On this same day, 4-17-2015, I requested my deposit be refunded. Even though I paid through my bank account and they were able to get the money immediately, I was informed they would mail me a check that would take approximately 7-10 business days to receive. On 5-20-2015, I called again because I still hadn't received the check. I was transferred 6 times at least, explaining the same situation every time I spoke with someone new. We NEVER had their service, NEVER used a kwh EVER from their company, and just wanted my money back. I was finally told the refund request needed to be reissued. I was assured on this day, 5-20-2015, that the request was processed and I would be receiving the check in 7-10 business days. On 6-15-2015, I called again because I still had not received the check. Spoke with 3 different folks this time. The 2nd lady I spoke with said she reissued the request and it would take 21-30 days to process. I asked to speak with her supervisor to be reassured the matter has finally been handled. The supervisor then told me they sent the check already (this is the first person who has even said the check had been sent) and since it'd been past 45 days since they sent the check she would have to file for an investigation into it. I then asked when it had been sent and she told me on 4-14-2015. This is impossible. I did not make the security deposit to them until 4-16-2015. She then just told me she'd keep an eye on my account. Again Green Mountain Energy has NEVER provided service to my address at 2711 Trophy Park Dr. It seems as though there is a major lack of communication amongst the company personnel. I am being given the run around with every attempt I make to resolve this matter. Green Mountain has been earning interest on my money for over 2 months now and they never provided me a service.

Desired Settlement: I want my money back now. Not after an investigation. I want someone to actually handle this matter now.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ******* is disputing the timeframe to receive a deposit refund of $279.00 for the electric service at 2711 Trophy Park Drive.
 
History
On April 13, 2015, Mr. ******* contacted GMEC and requested to enroll the electric service account at 2711 Trophy Park Drive effective April 14, 2015. A security deposit of $279.00 was required to process the enrollment.
 
On April 14, 2015, Mr. ******* processed a payment of $279.00 and the enrollment request was released.
 
Later on April 14, 2015, GMEC received notification from the Electric Reliability Council of Texas (ERCOT) that the move-in request was rejected due to a move-in or switch hold for the electric service identifier (ESI) # *****************.
 
Multiple contacts were received from Mr. ******* on April 17, 2015 requesting a status of the enrollment. The GMEC representatives advised Mr. ******* that in order to complete his enrollment, he would be required to provide a copy of a deed/lease or closing document reflecting that he was a new occupant and complete a new occupant confirmation form. Mr. *******’ documents were received and a request was sent to Oncor Electric Delivery (Oncor) to remove the switch hold. A response was received from Oncor advising that the request to remove the switch hold was denied based on information received from the current retail electric provider (REP) at ESI # *****************. A GMEC representative contacted Ms. ******* and provided her with the response received from Oncor. Mr. *******’ requested to cancel the enrollment and receive a refund of his security deposit and at that time, a request was processed to review the account.
 
Multiple contacts were received from Mr. ******* from May 20, 2015 through June 19, 2015 for a status of his security deposit refund. Mr. ******* was improperly advised that his security deposit refund was sent on April 14, 2015 and requests were submitted to review the account.
 
Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Mr. *******.
 
On June 22, 2015, a refund check for $279.00 was mailed to **** ****** **** ***** ******** ***** ******
 
On June 23, 2015, a GMEC representative contacted Ms. ******* 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. 
 
******* ****
Customer Support
************
 

6/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to pay a portion of my mother's electric bill on April 8, 2015 with my personal debit card. Her services had been disconnected and I only needed to pay to have her services restored. This information was stated very clearly to the CSR who took my call. The CSR did not verify the amount at the end of the call and I believed that Green Mountain done what I asked regarding MY funds. It wasn't until I got notices from my bank that I saw they took out the entire amount, which was twice as much as what I had available in the bank. My account went into overdraft with fees and returned items. When I called to enquire, I was told a ticket was being put in for my refund as the Supervisor acknowledged that it was their fault for this inconvenience. Weeks have gone by and today, June 2 2015, I find that the ticket had been closed due to the fact that my Mom "did owe the full amount and there wasn't anything that could be done." No one called to give me this information and I have followed up for two months where I was told to "wait".

Desired Settlement: I wanted to pay 232.00 to have her services restored and not the 461.65 I was charged. I would also like the refund for my over drafts and returned checks at the point this money was taken. I would like for Green Mountain Management to become trained on procedures for when this happens as everyone makes mistakes. Finally, I don't want anyone else to have endure the nonsense that I have had to endure since April 9, 2015.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****’s son ******* ******* is disputing the $461.65 payment processed on April 8, 2015.

History
On April 8, 2015, Mr. ******* contacted GMEC requesting to make a $230.08 payment to reconnect electric service at **** ***** ******* ******. Ms. ****’s account balance was $461.65 at the time. This balance included a past due balance of $230.08 and a current balance of $231.57. Several attempts were made to process the requested payment, however the credit card information provided was unverifiable and payments were unsuccessful. A total of seven unsuccessful attempts were made. During these attempts a payment of $461.65 was attempted and successfully processed to the account. Upon receipt of the $461.65 payment, electric service was reconnected at **** * ******* ****** on April 9, 2015.
 
On April 9, 2015, Mr. ******* contacted GMEC disputing the payment processed for $461.65 stating the payment should have been for $230.08 only and he requested the remaining $227.65 be returned to his account. A request to investigate the $461.65 payment was submitted for review and Mr. ******* was advised he would be contacted once the investigation was complete.
 
On April 27, 2015, Mr. ******* contacted GMEC requesting updated information regarding his payment investigation. The GMEC representative advised Mr. ******* the investigation was still under review and he would be contacted once the investigation was complete.
 
On May 14, 2015, a $188.90 payment was processed to Ms. ****’s account.
 
On June 4, 2015, Mr. ******* contacted GMEC requesting updated information regarding his payment investigation, the GMEC representative incorrectly advised Mr. ******* those charges could not be returned due to the payment satisfying the past due balance on the account.
 
Resolution
Mr. ******* has been contacted and was advised to fax in a copy of the disputed over draft charges to GMEC for possible reimbursement. As of June 15, 2015 no correspondence has been received, therefor several attempts to contact Mr. ******* have been made. Mr. ******* is encouraged to fax the previously discussed overdraft payment statements to GMEC at ************ for further review.
 
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. 
 
***** ****
Customer Support
************

6/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ms. ***** the Accountant and authorized user on the energy account for Mr. ***** is submitting this complaint. And we are both in agreement with these concerns. I was transferred to a supv ******* on 5/21/15 at 3:20pm regarding billing disputes and they refuse to correct their billing errors and send justification in writing explaining the charges and why. ******* continued to argue that the charges were valid and our billing does not justify the charges. We have never experienced charges like this before. He refused to transfer me to a manager. I called again 5/27/15 requesting to speak with a manager at 11:20am; first spoke to Kedra ID#****** who said her manager is ****** who is not available to speak with a customer. Then I called back at 11:25am and I spoke with ******* and I asked to speak to a manager and she transfered me to ***** who is an acct supv but not a mgr. ***** ID# ******. *****'s manager is Efrain who he says is not in. Then ***** put me on hold after I asked him to ask the Manager to come to the phone since he could not transfer me and he said ok, placed me on hold, then ***** Id#***** was on the line. I also explained to ***** that I asked to speak to a Manager and ***** was a floor supervisor. I was on the phone for 35 mins and never spoke to a Manager. ***** said I would have to wait 24-48hrs for a manger to call me back and all he could do was put in the request for the manager to call me back. ******* at Green Mountain Energy explained to me that they were not a Mom and Pop business but a corporation. However if Green Mountain Energy is a corporation, managers are available regardless to whether they want to speak to a customer or not they should honor the cutomer's request. The invoice received dated May 11, 2015 has the following billed charges of only $29.77 that is due 5/27: Then they added the following to that same invoice: - Disconnect notice fee $20 - Disconnect notice fee $20 -Disconnect Request fee $25 -Reconnect Request fee $15.00.....making it a total due of $109.77 Previous amount due $193.68 was paid on 4/21 and they are saying all of these charges are per that previous invoice which is not acceptable. Why would anyone justify paying for all these fees when the service was disconnected and within 15mins the balance due was paid. This was a billing oversight due to our move at the end of March and the invoice was missed. But we should not be billed all of these charges for one month's invoice.

Desired Settlement: We are responsible for paying for one disconnect notice fee of $20 and only one reconnect fee which is $15. That's it! Total $35 which makes the total invoice of $69.77.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
On behalf of Mr. *****, Ms. *****'s complaint against Green Mountain Energy Company “GMEC” concerns the invoiced Disconnect Notice Fees totaling $40.00 and the Disconnect Request Fee of $25.00 and a Reconnect Request Fees of $15.00 on the May 11 invoice for usage from April 8, 2015 through May 7, 2015.
 
History
On March 5, 2015 a disconnection notice for $138.96 for service address **** ****** **** ****** *** *** was sent to Mr. ***** requesting payment by March 16, 2015.
 
On March 16, 2015, a $138.96 payment posted to Mr. *****'s GMEC account.
 
On March 25, 2015, Ms. **** ***** on behalf of account owner **** ***** contacted GMEC  requesting to transfer the electric service from **** ****** **** ****** *** *** to *** ****** **** ***** *** **** service start date effective March 27, 2015. At this time, Ms. ***** agreed to enroll on the GMEC Pollution Free Connect rate plan with an Energy Charge of 7.3685¢ per kWh and Oncor (ONCOR) Delivery Charges of $5.25 per month and 3.3189¢ per kWh. The term of this plan is 12 months and has a $200.00 Early Cancellation Fee. Ms. ***** was sent a copy of the electricity facts label (EFL) on May 26, 2015.
 
On March 27, 2015, Ms. *****'s request to initiate service with GMEC for electric service address at *** ****** **** ***** *** **** completed.
 
On April 3, 2015, a final invoice for $182.77 for service address **** ****** **** ****** *** *** was sent to Mr. ***** which included current charges of $52.23 for the billing period of March 10, 2015 through April 1, 2015, and a late payment penalty of $5.90 and a past due balance of  $124.64 due April 20, 2015.
 
On April 6, 2015, a disconnection notice for $124.64 was sent to Mr. ***** requesting payment by April 16, 2015.
 
On April 10, 2015, an invoice for $193.68 for service address 700 Timber Oaks Lane Apt 4304 was sent to Mr. ***** which included current charges of $10.91 for the billing period of March 27, 2015 through April 8, 2015, and a balance forward of $182.77 due April 27, 2015.
 
On April 20, 2015, due to the $124.64 disconnection notice not being satisfied by the required due date, a disconnection request was submitted for service address *** ****** **** ***** *** ****.
 
On April 21, 2015, electric service at *** ****** **** ***** *** **** was interrupted, however later that day a $193.68 payment posted to Mr. *****'s account, immediately reconnecting Mr. *****'s electric service at *** ****** **** ***** *** ****. A $193.68 payment was processed later that day.
 
On May 11, 2015, an invoice for $109.77 was sent to Mr. ***** which included current charges of $29.77, 2 Disconnect Notice Fees totaling $40.00, a $25.00 Disconnect Request Fee, and a $15.00 Reconnect Request Fee due May 27, 2015.
 
On May 21, 2015 Ms. ***** contacted GMEC disputing the assessed charges on the May 11, 2015 invoice. Ms. ***** stated she was not advised of the charges prior to selecting her new rate plan. The GMEC representatives advised Ms. ***** the charges were valid per the disconnection notices, and the disconnection and reconnection on the account. Additionally, Ms. ***** was also advised due to the account reaching the maximum credits for previous Disconnect Notices Fees being assessed to the account, no additional adjustments could be accommodated at this time.
 
On May 27, 2015, Ms. ***** contacted GMEC requesting to speak with a GMEC manager regarding her billing dispute; however, GMEC representatives attempted to advise that a manager was not readily available to take her call. She could however be escalated to an Account Supervisor for immediate assistance.  Ms. ***** declined; due to her repeated requests for escalation, the GMEC representatives escalated her senior account supervisors.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *****. GMEC contacted Ms. ***** and explained in detail the disputed charges in question and the validity of such charges. Additionally, as a courtesy to Ms. *****'s expressed dissatisfaction with the disclosures of these charges, GMEC has offered to waive Ms. *****'s $200 early cancelation fee should she wish to request a new electricity provider.
 
While it was not the GMEC representative’s intent to disregard Ms. *****’s request for escalation to a GMEC manager, the representatives were escalating Ms. *****’s call in accordance with GMEC’s escalated complaint policy.  While GMEC managers are not always immediately available to provide assistance to a customer, GMEC does ensure that escalated account supervisors are available to address all escalated customer concerns within a timely manner additionally call backs are made to such customers within a 24-48 hour time frame.

Account Status
Mr. *****'s account is active and currently has a $0.00 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. 
 
***** ****
Customer Support
###-###-####
 
 

6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was visited April 10 2015 by Green Mountain Energy sales team members (3). They told me service was changing on my street. And I agreed unknowingly that they were asking to be my energy provider. It was very strange, then soon as I realized I switched back to my old energy company. I feel Green Mountain Energy should waive all fees and charges from this ordeal. They have charged me 14.85 for 3 days of service I have no signed agreement for. On the phone customer service said the agreement between myself and green mountain energy was verbal. They have deemed the case closed and I am due to pay the 14.85. I said out of customer service and kindness they should waive all fees and charges.

Desired Settlement: I would like for this $14.85 to be waived, and for the energy business to be much more up front and punctual. I was not aware, and very shook from this situation. I'm 86 years old and did not realize I was going into any kind of agreement here.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mrs. *******'s dispute with GMEC is regarding a door-to-door switch enrollment request for her service address 3320 Palm Desert Lane processed on April 10, 2015. Additionally, Ms. ******* is requesting the consumption from April 10, 2015 through April 17, 2015 be credited to her account.
 
History
On April 8, 2015, a GMEC door-to-door representative contacted Mrs. ******* and she agreed to switch her electric service account at 3320 Palm Desert Lane to GMEC effective the next meter read date. Mrs. ******* was provided with a copy of her Terms of Service Agreement, a copy of "Your Rights as a Customer" documents and an Electricity Facts Label (EFL) by the door-to-door representative.
 
On April 10, 2015, Mrs. *******'s switch request to GMEC completed.
 
On April 17, 2015, an invoice for $8.56 was sent to Mrs. ******* for electric service from April 10, 2015 through April 14, 2015 due May 4, 2015. Later that day, GMEC received a switch request from another retail electric provider, terminating Mrs. *******'s electric service account with GMEC.
 
On April 21, 2015, a final invoice for $14.85 was sent to Mrs. *******, which included a current balance of $6.29 for billing period of April 14, 2015 through April 17, 2015 and a previous balance of $8.56 due May 7, 2015.
 
On April 29, 2015, Mrs. ******* contacted GMEC disputing the final invoice. Mrs. ******* states she did not know she was being switched from her current electricity service provider to GMEC. She stated, the door-to-door representatives provided misleading information regarding service in her area and convinced her to switch to GMEC. Additionally, she is requesting the final invoiced charges of $14.85 to be removed due to this misleading information. An investigation was submitted requesting a review of Mrs. *******'s  switch enrollment agreement processed on April 8, 2015.
 
On April 30, 2015, a review of Mrs. *******'s switch enrollment call determined the switch enrollment was valid in which Mrs. ******* agreed to switch her electric service to GMEC.
 
On June 3, 2015, Mrs. ******* authorized her grandson Collin Aune to speak on her behalf, Collin disputed the $14.85 final billed charges stating these charges should be removed due to misleading information provided during the switch enrollment call.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mrs. *******, as a courtesy, GMEC has credited Mrs. *******'s account a total balance of $14.85 for the consumption from April 10, 2015 through April 17, 2015. Mrs. ******* was contacted and informed of the above credits.
 
Account Status
Mrs. *******'s GMEC account is closed and currently 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. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

***** *******

6/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I just signed up with Green Mountain and received my first bill. It shows to be due on May 29. I am retired and only receive one check per month which is on the first of each month. I asked them to move my due date to after the first of the month, which would be 3 - 4 days and they refused. I was told that my due date could not be changed because I did not have a payment history with them. I told them that I was sure they checked my credit report before signing me up and that I had excellent credit history. I asked to speak to a supervisor and he told me that my due date could not be changed. I asked to speak to his supervisor and he told me that his supervisor did not take customer calls and I could call back and talk to another supervisor on his level. I was also told that I cancelled my service, I would have to pay a $200 fee.

Desired Settlement: I would like the due date changed on my monthly bill to be after the 1st of each month (preferably the 3rd or 4th of the month.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 to change the scheduled due date for her monthly invoices to the 3rd or 4th of each month.
 
History
On March 19, 2015, Ms. **** submitted a request to initiate electricity service at *** ********* ***** on April 16, 2015.
 
On April 16, 2015, GME initiated electricity service at *** ********* *****.
 
On May 13, 2015, an invoice of $24.44 was sent to Ms. **** for the billing period of April 16, 2015 through May 11, 2015 with a due date of May 29, 2015.
 
On May 19, 2015, Ms. **** contacted GMEC requesting to change the monthly invoice due date to the 3rd or 4th of each month to accommodate her income schedule. Unfortunately, based on the limited payment history with GME, Ms. ****'s GME account was not eligible for the Pick Your Due Date option; this option allows a customer to schedule the monthly invoiced due date according to the available due dates per the Transmission Distribution Service Provider (TDSP)  meter read schedule.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ****. Ms. **** has been contacted and was explained how her current limited payment history with GME, not her overall external credit score, has caused her GME account not be eligible for the Pick Your Due Date option.  However, as a courtesy, GME has honored Ms. ****'s request to change the due date for her monthly invoiced amount. Ms. **** has selected the new due date for her monthly invoiced amounts to be the 11th of every month, she is aware the Pick Your Due Date option can take from 1-2 billing cycles to take effect.
 
Account Status
Ms. ****'s account is active and currently 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. 
 
***** ****
Customer Support
###-###-####

6/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: GME failed to notify us prior to disconnection. Payment was confirmed on 4/3. Disconnect occurred on 4/13 and letter received on 4/16. We switched over to GME on 2/16. I travel for work and received a bill for our first months electricity due 3/16. I setup AutoPay and paid the full amount on 4/3. I received a confirmation email from GME. Allegedly, the payment was returned by the bank. They sent a disconnection letter out on 4/10 but disconnected the power on the morning of 4/13. No attempt by email, phone or any other form was made by GME. As far as we knew, the payment went through. I contacted ***** bank and they have no record of GME ever attempting to charge the payment. I called GME back and asked them to make the payment again using the same exact payment method. Again received confirmation from GME, power was turned back on AND a few days later the payment registered on our bank account. ***** bank confirmed there was plenty of funds and stated they record all attempts to charge checking accounts. They had no such record and would not have turned payment away if they had. My complaint is that GME did not process the initial charge correctly, did not notify me that the payment had been returned and shutoff power to our home while my pregnant wife and 3 yr old were left wondering what happened. A simple phone call or email from GME would have alerted us in time to at least charge a different account and then do our due diligence in sorting out the issue. I do not feel its ethically correct for GME to pass along disconnection charges to us when they failed to provide adequate notification PRIOR to the disconnection of the power. My account number with GME is **********. I have reached out to GME but rep would not budge. Rep stated it must have been inputted incorrectly on my end when I made the payment. That theory is impossible as over the phone the rep processed the payment again to the same account on file and payment went through!!!

Desired Settlement: Settlement: Adjustment to current electrical bill which is due on 5/18/15. Adjust to include the deletion of the service fee, returned check fee, reconnect/disconnect fee and the higher delivery charges that occurred due to the incident in question. Total amount: TNMP Delivery Charges= $29.29 TNMP Reconnect at Metter= $15.68 TNMP Disconnect at Meter= $15.68 GME Service Processing Fee= $5.95 GME Returned Payment Charge= $25.00 GME Disconnect Request Fee= $25.00 GME Reconnect Request Fee=

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ******* is stating he was not provided a disconnection notice prior to disconnection. Additionally, Mr. ******* is disputing his payment of $98.41 not being attempted with his bank.

History
On February 27, 2015, a $43.37 invoice was sent to **** ******** ***** for the billing period of February 16, 2015 through February 25, 2015 due March 16, 2015.
 
On March 23, 2015, a disconnection notice for the $43.37 was sent to **** ******** ***** due April 2, 2015.
 
On April 1, 2015, an invoice of $98.41 was sent for the billing period of February 25, 2015 through March 30, 2015, with a balance forward of $43.37 and  current charges of $52.87 due March 17, 2015.
 
On April 3, 2015, a payment request of $98.41 was processed online via a onetime back draft. Additionally, a request to place the account on the automatic bank draft payment option was selected.
 
On April 9, 2015, the payment of $98.41 was returned which resulted in a $25.00 returned payment charge. Due to the returned payment, the automatic bank draft payment option was removed from Mr. ******'s account.
 
On April 10, 2015, correspondence was sent to **** ******** ***** advising Mr. ******* his payment of $98.41 was returned. GMEC requested Mr. ******* remit payment immediately to avoid possible disconnection of service. Full payment was not received for the disconnection notice amount; therefore, a disconnect request was sent to ***** *** ****** ***** which completed April 13, 2015.
 
On April 13, 2015, Mr. ******* contacted GMEC disputing the disconnection of service. The GMEC representative explained to Mr. ******* that the attempted payment of $98.41 was unsuccessful and was returned on April 9, 2015. Mr. ******* was informed correspondence of the returned payment was sent on April 10, 2015 requesting immediate resubmission of the payment be made to avoid disconnection of service.  Mr. ******* processed a onetime bank draft payment of $98.41 with the GMEC representative. A reconnection request was submitted and Mr. *******'s electric service was turned on later that day.
 
Mr. ******* contacted GMEC later that day disputing the returned payment stating his financial institution did not have a record of the attempted $98.41 payment and requested proof of information entered. The GMEC representative informed Mr. ******* the payment was processed via his online account management (OAM), which requires that the account owner log into their online account using a user name and password as established by the account owner, therefore any financial information submitted would be processed exactly as the account owner submits and therefore GMEC does not have accessibility or visibility to the financial information being entered.

Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Mr. *******. A review of Mr. *******'s account confirmed a disconnection notice was mailed on March 23, 2015, in addition to a letter sent on April 10, 2015 advising Mr. ******* the $98.41 payment was returned and therefore immediate payment should be made to avoid disconnection. The $5.95 service processing fee has been removed as a courtesy.

Account Status
Mr. *******'s account is active and currently has a $175.14 balance.

Consumer Response: Complaint: ********

I am rejecting this response because:

-GME has failed to provide proof of error on my part on inputting the incorrect information online when Payment was process on April 3rd
--They currently hide behind the excuse that they do not have access to that information.

-GME has failed to provide any proof of legitimate contact on behalf of GME to either myself or my wife that the payment was rejected by the bank
--GME hides behind their passive aggressive attempt made on Friday- 4/10 in which they mailed a 1st class postage letter indicating the bank rejection. 

-GME has confirmed through a phone call to myself this week that no email was sent to our residence nor any phone call was made to us to alert us of said bank rejection
--GME has confirmed that the letter was mailed on Friday 4/10 and per the rep on the phone "I have no idea how long a 1st class postage letter takes to be delivered".
--GME above states that once the letter was mailed, because we did not contact them by the 10th with payment the disconnect went through..... GME- please help me understand how a customer responds with payment info the same day you placed a 1st class postage letter in the mail? 

-GME's explaination above does not provide anything new. I have already aknowledged that I was initially late. As I travel for work and having recently switched to what we thought was going to be a great new provider, it took me longer than it should to setup the Autopay system. My complaint is specifically involving having made the payment to an accurate bank account number and GME having botched the payment through what I think is a computer system error and then not notifying us by a legitimate means PRIOR to the power being physically cut off. 

The above GME statement is missing a couple of key documents. For GME's convenience I have attached copies. One of which is a confirmation of payment email. Note, that the email letter confirming payment was the last contact ever made by GME before our power went out AND the online portal showed a $0.00 Payment Due EVEN ON THE DAY THE POWER WENT OUT!!!!  Further more, the numbers on the bank routing line are accurate and the last 3 available on the Account number are accurate. If needed, I can provide a voided check as proof. The missing numbers on the Account number line are the ones that GME is failing to provide as proof of what really happened. 


As this months payment is due on May 18th, we will be sending full Payment via credit card on time to avoid anymore potential errors by GME. 
As such, we do not consider the matter resolved and we are not pulling our complaint. 
Regards,

***** *******

Business Response:

Mr. *******  was advised payments processed via his online account management (OAM), require that the account owner log into their online account using a user name and password as established by the account owner, therefore any information submitted would be processed exactly as the account owner submits, therefore GMEC does not have accessibility or visibility to any information being entered via OAM.
 
On March 23, 2015, a disconnection notice for the $43.37 was sent to 2447 Embleton Drive due April 2, 2015 advising Mr. ******* the past amount due should be paid immediately to avoid possible disconnection.
 
On April 10, 2015, Mr. ******* was contacted via correspondence sent to 2447 Embleton Drive advising Mr. ******* his payment of $98.41 was returned. GMEC requested Mr. ******* remit payment immediately to avoid possible disconnection of service. GMEC did not receive payment within this time, additionally no attempts to contact GMEC were made by Mr. *******.
 
On April 13, 2015 a disconnect request was sent to ***** *** ****** *****, which completed later April 13, 2015.
 
Per Mr. *******’s Terms of Service Agreement which state “We will notify you in writing at least 10 calendar days before we disconnect electric service”, Mr. ******* was provided a disconnection notice on March 23, 2015.
 
Resolution
GMEC values our customers and know that they appreciate honest communication.  While GMEC does not contact customers by telephone or email regarding a delinquent account balance, in accordance with Public Utility Commission of Texas (PUCT) rules, GMEC does send a Disconnection Notice providing the past due balance and Disconnection Notice due date.  This notice also advises of possible fees that are assessed to the account in conjunction with the account status. A review of Mr. *******'s account confirmed a disconnection notice was mailed on March 23, 2015, in addition to a letter sent on April 10, 2015 advising Mr. ******* the $98.41 payment was returned and therefore immediate payment should be made to avoid disconnection. The $5.95 service processing fee has been removed as a courtesy. No additional corrections are warranted

Consumer Response: Complaint: ********

I am rejecting this response because:
Again, nothing new offered here. Your explanation does not pass the common sense test. You mailed a letter on Friday, did not hear back from me by the next business day and processed the disconnection. Your system is flawed, unethical and messed up. I will not accept this until someone at your company explains how a responsible attempt to contact you can be made when your company placed a 1st class postage letter in the mail on a Friday and you disconnect power on Monday. Hint: it can't be done. Your contact on March 23rd is null and void after your company sent me an email CONFIRMING PAYMENT on April 3rd. 

The $5.95 refund was a joke made by a company who refuses to accept any responsibility in the matter. If you say I made the error, prove it...
Please provide the credit card transaction proving your company made an attempt via the automated system to process payment. There is always a paper trail. GME is just choosing to not show it. 
Regards,

***** *******

6/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I just signed up with Green Mountain and received my first bill. It shows to be due on May 29. I am retired and only receive one check per month which is on the first of each month. I asked them to move my due date to after the first of the month, which would be 3 - 4 days and they refused. I was told that my due date could not be changed because I did not have a payment history with them. I told them that I was sure they checked my credit report before signing me up and that I had excellent credit history. I asked to speak to a supervisor and he told me that my due date could not be changed. I asked to speak to his supervisor and he told me that his supervisor did not take customer calls and I could call back and talk to another supervisor on his level. I was also told that I cancelled my service, I would have to pay a $200 fee.

Desired Settlement: I would like the due date changed on my monthly bill to be after the 1st of each month (preferably the 3rd or 4th of the month.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 to change the scheduled due date for her monthly invoices to the 3rd or 4th of each month.
 
History
On March 19, 2015, Ms. **** submitted a request to initiate electricity service at *** ********* ***** on April 16, 2015.
 
On April 16, 2015, GME initiated electricity service at *** ********* *****.
 
On May 13, 2015, an invoice of $24.44 was sent to Ms. **** for the billing period of April 16, 2015 through May 11, 2015 with a due date of May 29, 2015.
 
On May 19, 2015, Ms. **** contacted GMEC requesting to change the monthly invoice due date to the 3rd or 4th of each month to accommodate her income schedule. Unfortunately, based on the limited payment history with GME, Ms. ****'s GME account was not eligible for the Pick Your Due Date option; this option allows a customer to schedule the monthly invoiced due date according to the available due dates per the Transmission Distribution Service Provider (TDSP)  meter read schedule.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ****. Ms. **** has been contacted and was explained how her current limited payment history with GME, not her overall external credit score, has caused her GME account not be eligible for the Pick Your Due Date option.  However, as a courtesy, GME has honored Ms. ****'s request to change the due date for her monthly invoiced amount. Ms. **** has selected the new due date for her monthly invoiced amounts to be the 11th of every month, she is aware the Pick Your Due Date option can take from 1-2 billing cycles to take effect.
 
Account Status
Ms. ****'s account is active and currently 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. 
 
Nancy Soto
Customer Support
************

6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told I would have a $300 bill credit on my 1st two bills $150 on the first and $150 on the second, To cover my cancellation fee with my previous electrical provider. I got a bill for the first month of use with no bill credit on it. I then called to talk to them and they told me it would be on my 2nd and 17th bill. I told them that is not what I was told, That I would like to speak to a manager,(knowing that there is not much that they could do). The manager then tells me that it's in my contract that it is on the 2nd and 17th. I asked them to tell me where in the contract that it says that. They put me on hold and came back after about 5 mins that they made a mistake and it does not say that in the contract. Now I'm waiting to find out if they will honor what they said they would do originally.

Desired Settlement: For my bill credit to be on my first invoice as promised when I signed up to cover my cancellation fee with my previous provider.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. *****’s complaint against Green Mountain Energy Company (“GMEC”) is in regards to the account credit of $300 provided with the enrollment of the Free Nights and Weekends rate plan.
 
History
On April 21, 2015, a GMEC door to door sales representative contacted Mr. ***** and he agreed to switch his electric service account at **** ******** ***** to Green Mountain Energy effective the next meter read. Mr. ***** agreed to enroll on the Free Nights and Weekends rate plan. The GMEC representative explained the term of this contract is 36 months and includes a service initiation incentive in the form of an account credit of $300, which would be split in two $150 payments. The initial account credit of $150 would be provided on the second invoice and the remaining $150 account credit would be applied on the eighteenth invoice. Mr. *****  was provided with a Terms of Service, an electricity fact label (EFL) and a copy of the "Your Rights as a Customer" document by the door to door sales representative.
 
On May 11, 2015, an invoice of $63.61 was sent to 1016 Courtney Drive for the billing period of April 21, 2015 through May 7, 2015.
 
On May 15, 2015, Mr. ***** contacted GMEC disputing not receiving the $300 account credit on his initial GMEC invoice. The GMEC representative explained the account credit would be split in two $150 payments, the initial $150 payment being applied on the second invoice and the second $150 payment being applied on the eighteenth invoice. Mr. ***** states he was assessed an early cancelation fee from his previous provider which he paid, and he was expecting a $300 account credit on his initial invoice with GMEC and cannot pay the current invoice. The GMEC representative submitted a request to review the disclosures provided during Mr. *****’s switch request completed on April 21, 2015. Mr. ***** requested to speak to a supervisor, who further explained to Mr. ***** the account credit would be provided on the second and eighteenth invoice per the agreed upon rate plan.
 
Later that day, Mr. ***** contacted GMEC once again requesting to know where on Free Nights and Weekends contract he was provided were the disclosures for the $300 account credit. The GMEC representative informed Mr. ***** the terms regarding the $300 incentive is not disclosed in the documents provided, however the incentive is honored with his switch request to GMEC.
 
On May 19, 2015, the investigation determined per Mr. *****'s switch request call on April 21, 2015, the GMEC representative did disclose the details of the $300 account credit being applied in two separate payments of $150 each on the second and eighteenth invoice.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****. Mr. ***** has been contacted and was informed per the switch request processed on April 21, 2015, the GMEC representative did disclose the terms of the $300 account credit, stating the initial $150 account credit would be provided on the second invoice and the remaining $150 account credit would be provided on the eighteenth invoice.  As a courtesy, Mr. ***** has been advised should he no longer wish to have electric service with GMEC, the $295 early cancelation fee associated with the Free Nights and Weekends plan would be waived should he decide to terminate his agreement with GMEC, Mr. *****’s GMEC account is protected during this time which is providing additional time to pay his current invoice. Additionally, should Mr. ***** prefer any another GMEC rate plan, GMEC has agreed to honor that rate plan.
 
Account Status
Mr. *****'s account is active and currently has a $63.61 balance.
 
GMEC regrets any inconvenience these proceedings may have caused Mr. *****.
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. 
 
***** ****
Customer Support
************

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about 24 April I called Green Mountain Energy and requested new energy service be set up for my home. The agent I spoke with quoted me a rate that was all inclusive of 7.9 cents per kilowatt hour for a fixed 12 month period and 11.3 cents per kilowatt hour for a fixed 12 month period included my delivery provider charge. The agent set up the service that day and told me my deposit would be $210. When I said I couldn't pay that much she asked a series of questions to find a category I fit in. I fit into the low income bracket as I'm a senior. She told me that If I could make the first payment of $105 that my service would be on within 2 business days, as long as I faxed a copy of my income information and my drivers license and social security card. On 27 April I called customer service to pay the first half of my deposit $105. I paid my deposit with a visa debit card. So I'm believing that my electricity service is already on with GM until I received a call from my previous energy company threatening to turn off my service unless I paid them $115. I couldn't pay them because I had given my money to Green Mountain thinking that my service would be transferred as I was told. So I call Green Mountain CS at 4:15pm and I'm told that everything was okay with my income but the department that handled my I.D. was missing my drivers license and I told that person that I know it was sent because I did it myself so someone made a mistake, and I was told I would have to call back the next day because that department was closed! Since then I've called back 4 times in almost 3 weeks and my service still has not been moved nor changed over to GM though they had my first deposit $105. Each time I called I received no help from customer service and when I did talk to a supervisor he told me everything was fine and my service would be on with them within 2 days. This is May/15/15 and I have no service with GM and they have my $105. I want my money back since they didn't give me energy service.

Desired Settlement: My money returned to my card ASAP!

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ********'s complaint against Green Mountain Energy Company (“GMEC”) is in regards to her desired date switch to GMEC not completing on May 1, 2015. Additionally, Ms. ******** is requesting to have her partial payment of $105.00 returned to her.

History
On May 1, 2015, Ms. ******** requested to switch her service at **** ***** ***** **** to GMEC.  A security deposit of $210.00 was required to process the enrollment which could be split in half pending supporting documentation being sent reflecting that Ms. ******** was a low income customer.  The amount of $105.00 would then be required to have service begin and the remaining half of the deposit request would be billed on the first invoice.  Ms. ******** agreed and the enrollment was completed. 
 
On May 4, 2015, a fraud alert security notification associated with Ms. ********’s identification was received from the credit bureau. At that time, a GMEC representative was unable to notify Ms. ******** as there was no contact information listed for the account.  The account was noted that two forms of identification would be required to complete the enrollment. 
 
Later that day, Ms. ******** contacted GMEC for a status of the enrollment.  Ms. ******** was advised of the supporting documentation required to satisfy the fraud alert security notification and to complete the deposit request.  A payment of $105.00 was also processed to the account. 
 
On May 8, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment. The GMEC representatives advised Ms. ******** that GMEC had not processed the documentation to verify her identification.
 
On May 12, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment. The GMEC representative advised Ms. ******** GMEC has processed the documentation to verify her identification and her switch will complete within one to two days.
 
On May 13, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment and was improperly advised that the status was inactive and the switch will complete on the next business day. Ms. ******** requested to speak with a supervisor.
 
On May 14, 2015, GMEC confirmed that the enrollment completed and was active.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********. On May 19, 2015, GMEC has initiated a request to reinstate the account with Ms. ********’s previous service provider as of May 14, 2015.   A request has also been placed to refund the amount of $105.00 to Ms. ********.
On May 22, 2015, a GMEC agent attempted to contact Ms. ******** to advise of the research results and will provide an update once the reinstatement has completed.    

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. 
 
******* ****
Customer Support
************

6/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to have my services transferred to a new home we were purchasing. I had the date of move out on my current address to be on May 26th, 2015. I called in today, May 22nd, 2015 to change that date because our lenders moved our closing date on the new house back a week unexpectedly. When I called in to have a stopped place on the turn off date, they proceeded to tell me there was absolutely NO WAY to guarantee that my service would not be shut off. Not only would it be shut off, but it would be off for up to two business days, then I would also have to pay a reconnect fee (which I was never told the pricing of this either, so who knows what outrageous amount that will be). This is completely unacceptable, I pay my bills every month on time and have been a loyal customer for years and this is how we are treated. There is a way to have an order cancelled, they just didn't want to take the extra time to help. If ANYONE was without power for two days, with food rotting in their refrigerators and no A/C in the Texas heat, they would find this completely outrageous as well. Then on top of it to charge me another fee to have it reconnected! EVERY other company I had move out dates set for have set up a new time and date with no issues. Green Mountain is the only company who has given me any kind of negativity on switching the dates.

Desired Settlement: I want to be guaranteed my services won't be interrupted for two business days and I won't be charged a reconnect fee if they are. This policy needs to be changed, and have better customer service. ***** (employee ID ******* the manager I spoke with was completely worthless on helping.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. *******' complaint against GMEC is regarding the change of her scheduled move out request of May 26, 2015 for her electric service at *** **** ****.

History
On May 20, 2015, Ms. ******* contacted GMEC requesting to transfer her service from *** **** **** to *** ********* *****. Ms. ******* requested to terminate service at *** **** **** on May 26, 2015 and initiate service at *** ********* ***** on May 22, 2015. The GMEC representative advised Ms. ******* should she decide to change the move in date or the move out date, GMEC requires a minimum of 2 business days advanced notice prior to the requested dates tom complete the new request. Ms. ******* agreed to transfer service and the GMEC representative submitted the transfer of service request.
 
On May 22, 2015, Ms. ******* contacted GMEC requesting to change the May 26, 2015 move out date for service address *** **** **** to June 6, 2015. Unfortunately, GMEC requires a minimum of 2 business days advanced notice prior to the requested move out date to allow Oncor, the Transmission and Distribution Utility Company, enough time to cancel the previous request and complete the new request.  Due to Ms. ******* contacting GMEC on the evening of Friday May 22, 2015 and Monday May 25, 2015 being a holiday, GMEC advised Ms. ******* there was insufficient time to change her move out request, however a move in request for May 26, 2015 could be submitted to reconnect her electric service should the move out request be completed. Ms. ******* did not accept to process a move in request at this time and disconnected the line.
 
On May 26, 2015, Ms. ******* contacted GMEC requesting the scheduled move out for that day to be changed to June 6, 2015. The GMEC representative informed Ms. ******* GMEC could not change the move out request due to insufficient time, however a priority move in request could be submitted for the same day, therefore should the move out request complete causing her service to be disconnected; the electric service will be reconnected shortly thereafter. At this time Ms. ******* agreed to process a priority move in request for May 26, 2015 for service address *** **** **** .
 
Later that day Ms. *******' move out request for service address *** **** **** completed followed by the priority move in request, which initiated service once again. Ms. ******* was advised she should contact GMEC once she is ready to terminate service at *** **** ****.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******. A review of Ms. *******’ account determined that due to Ms. ******* contacting GMEC on the Friday evening of May 22, 2015 and Monday May 25, 2015 being a holiday, her request to change her move out request scheduled for May 26, 2015 could not be processed, however GMEC submitted a priority move in request scheduled for the same day to ensure electric service would be immediately reconnected should the electric service be disconnected at *** **** ****.

Account Status
Ms. *******' GMEC account is active and currently 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. 
 
***** ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

5/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I could not find a correct "Nature of the problem" above. The correct problem description would be... "BILLING/Payment- Company has problem with its online payment system" Two times now I have submitted my payment online, gotten a confirmation code, received my payment was received email, only to receive an ugly letter in the mail later notifying me that my payment was not made. only this time. They say that the bank did a return payment on them and requested it back. But I always keep more than sufficient funds in my bank, and according to my bank, they never even received a payment request to make a payment to them. They have no record of a request, of them receiving a payment, or of requesting the money back. I just signed a new contract with green mountain energy, and do not want to have to keep dealing with this. I thought the first time was an accident, but twice is ridiculous, and leaves me wondering if my payment will go through in their system every month. And the hassle I have to go through to prove that I had funds in my account and that it wasnt an issue that came from my bank is not something I should have to deal with when I have money in my account and do my job to pay my bill on time!

Desired Settlement: Well, first and foremost I would like Green Mountain Energy to identify and fix their online payment system problem. I would appreciate an apology in the form of a letter that recognizes that this problem originates in their system and that they apologies for all the anguish I had to go through in dealing with this problem. I would also like the letter to be added to my account in case this happens again.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing two returned payments on her GMEC account, stating her bank never received  payment requests for the attempted payments from GMEC.
 
History
On November 10, 2014, Ms. ******** processed a onetime bank draft payment request of $139.21 via online.
 
On November 14, 2014, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account.
 
On November 17, 2014, a notification was sent advising Ms. ******** that the attempted payment was unsuccessful at this time. The notification requested Ms. ******** remit the payment or attempt to contact GMEC to avoid possible disconnection of service. 
 
Ms. ******** resubmitted the $139.21 payment via credit card on November 20, 2014 which successfully posted to her account.
 
From December 4, 2014 through March 11, 2015 Ms. ******** successfully processed one time bank draft payments for monthly invoiced amounts.
 
On April 11, 2015, Ms. ******** processed a onetime bank draft payment request of $65.11 via online. Later that day a switch request was received closing Ms. ********'s account with GMEC.
 
On April 16, 2015, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account.
 
On April 17, 2015, a notification advising Ms. ********, the attempted payment was unsuccessful at this time. The notification requested Ms. ********'s remit a payment or attempt to contact GMEC to avoid possible disconnection of service. Additionally, due to multiple returned payments, the option to process payments with credit cards or checks was removed from Ms. ********'s GME account.
 
On April 23, 2015, Ms. ******** contacted GMEC disputing the removal of the credit card and check payment option on her account. The GMEC representative explained to Ms. ******** because two payments were returned, the credit card and the onetime bank draft options were no longer available options to submit payments. The GMEC representative offered Ms. ******** other payment alternatives however Ms. ******** wanted to dispute further. She was provided the following GME email address, paymentInquiries@greenmountain.com, to submit supporting payment documentation in order for GMEC to research further.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********. GMEC has identified the online  payments attempted on November 14, 2014 and April 16, 2015 were returned due to incorrect information being entered when submitting the payment request. As a courtesy, GMEC removed one of the $25.00 returned check fee on April 27, 2015. Additionally, GMEC has reactivated the check payment option on Ms. ********’s GMEC account. Ms. ********'s account is closed and has a balance of $85.14 due May 13, 2015.
 
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. 
 
***** ****
Customer Support
###-###-####

5/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** ***** ****** Stephenville, Tx. ***** March 5, 2015 To whom it may concern: On June 27, 2013, ** ******, a representative with National Energy signed us up as a residential property with Green Mountain Energy. At the same time, he also set up for our commercial well to transfer from Star-Tex to Green Mountain in July 2013. The account was originally written to receive two bills, one for the irrigation well and the other for the house. The billing was never done correctly; and as I tried to communicate with your company, I was told they could not help me. I finally made contact with **** ******** with National Energy. By this time I had written two checks: one for $130.67 and one for $127.70 and received a disconnect notice. Mr. ******** assured me the electricity would not be disconnected, nor would I be charged late fees. He then gave me the address of*** ********, who is a customer service representative. I communicated with her several times and felt she was capable of resolving the problems of incorrect billing and late fees. Obviously, that did not occur. On March 2, 2015 I received a final notice stating lowed $24.00 for late fees. For someone who is very prompt paying bills and has never had problems with any other company, this is very disconcerting to me. The money here is not the is***. The problem seems to stem from a company who is unwilling to work with customers in resolving is***s. Good companies care about their customers -and their customers will make a good company even better. Unfortunately, this doesn't seem to be the way your company works; I was never so excited to be rid ofGreen Mountain Energy and I definitely would never recommend this company to anyone. *** ****** cc: ***** ******* *** Green Mountain Energy Better Business Bureau, Dallas, Tx.

Desired Settlement: Unspecified

Business Response:

Tell us why here...

April 1, 2015




This letter is written in response to complaint ID ******** regarding Ms. ***
******. Ms. ***** entered into an Energy Service Agreement with Green Mountain
Energy in September 2012 under the business name of ******* * *****. The
contract begin date was scheduled to commence June 29, 2013 for two meters; one
located at **** ***** ******, Stephenville, Texas and the other at **** *****
******, Stephenville, Texas. A copy of the contract is attached to this
response for your records. Ms. ****** worked with the brokerage firm of
National One Energy. The meters were enrolled on July 1, 2013.

On September 9, 2013 I received a telephone call from Ms. ****** in regard to
her Green Mountain Energy electricity account. Ms. ****** explained that she
had been given my contact information from **** ******** with National One
Energy and that he had advised her that I would take care of getting late fees
waived on her account. After speaking with Ms. ****** I reached out to Mr.
******** to obtain some additional information. Attached you will find the
emailed correspondence between Mr. ******** and myself in regard to Ms.
******'s account.

Ms. ****** had initially enrolled her residence account with Green Mountain
Energy Residential Division. At the time that a renewal contract was signed for
the consumer's commercial account, Ms. ******'s husband signed a contract for
both their home and their commercial meter on the same commercial contract, the
one that began July 1, 2013. Due to the change in account number for her residential
account, as well as receiving her home and commercial account on the same
invoice was confusing for Ms. ******, and we apologize for the confusion that
change may have caused. Green Mountain residential and commercial are two
separate divisions located in different offices, and at that time, were using
different billing platforms.

At the time that Ms. ****** reached out to me there were no late fees assessed
to her commercial account. Perhaps there was a late fee on her residential
invoice; unfortunately, I do not recall. Had Ms. ****** contacted me after she
had a late fee applied, I would have been more than happy to waive the late fee
as an annual one-time courtesy. However, agreeing to waive a late fee as a
one-time courtesy does not indicate that every late fee assessed over the life
of the account would be waived. Ms. ******'s Green Mountain Energy account was
enforce for a 12 month period. During the course of that year Ms. ****** was
assessed some small late fees due to short-paying invoices. The $24.00 that Ms.
***** 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 copy
of that invoice is attached for your records.

In closing, if Ms. ******'s commercial account had had a late fee assessed at
the time that she and I spoke I would have most certainly waived the fee. Had
Ms. ****** reached out to me again after she was in fact assessed a late fee, I
would have been happy to waive the fee. Agreeing to waive a late fee as a
one-time annual courtesy does not indicate that all late fees that may be
assessed in the future would be waived. Additionally, Green Mountain Energy has
thousands of customer accounts and as such we would not be able to monitor
individual accounts every month to check for late fees. Ms. ****** could have
contacted me at any time to request a late fee waiver; the only time that I
spoke with Ms. ****** was on September 9, 2013.

Sincerely,

********* **********
Director Customer Care
Green Mountain Energy Company
Small Business Division











Consumer Response: **** ***** ****** ************* *** *****
April 11, 2015
Dear Ms. *******:
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. *** ********, 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,
*** ******

Business Response:

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.

5/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in February to receive Green Mountain energy,for my electricity provider. I talked to a customer service Representative to start my electric service. I provider h er a service address,and she never asked me for my physical address. She sent the bills to my service address. I haven't received a bill from them in three months. They disconnected my electric service today without an explation.

Desired Settlement: Green Mountain customer service could not find my account,and when they eventually did,they would not take responsibility for their mistake. I tried too explain the situation to them. They blamed me for the mistake,and wanted the money I owed them for the bills I haven't received.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing the disconnection of service on April 8, 2015, due to invoices not being mailed to her mailing address **** * ***** ******.
 
History
On January 14, 2015, Ms. ******* contacted GMEC requesting to initiate electric service at ***** * ******** ****** effective January 30, 2015. Ms. ******* confirmed this address was also the mailing address for all correspondence.
 
On March 2, 2015, an invoice was mailed to ***** * ******** ****** for $326.75 for the billing period of January 31, 2015 through February 26, 2015 due March 18, 2015.
 
On March 25, 2015 due to no payment received, a disconnection notice was mailed to ***** * ******** ****** due April 6, 2015.
 
On March 31, 2015, an invoice was mailed to ***** * ******** ****** for $ 707.54 for the billing period of February 26, 2015 through March 27, 2015 with a balance forward of $359.70 and current charges of $359.70 due April 16, 2015.
 
Payment was not received by the April 6, 2015 disconnection due date; therefore a disconnection request was sent to Oncor Electric Delivery (ONCOR) on April 7, 2015.
 
On April 8, 2015 Ms. *******'s electric service was interrupted due to non-payment. Ms. ******* contacted GMEC and processed a payment of $321.75. A reconnect order was submitted and Ms. *******'s electric service was reconnected before 11:59 p.m. that day. Additionally, Ms. ******* requested to update her mailing address to **** * ***** ******. All correspondence will be mailed to **** * ***** ****** going forward.
 
Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Ms. *******.  A review of Ms. *******’s enrollment request confirmed Ms. ******* agreed that all GMEC correspondence should be sent to the service address ***** * ******** ******. GMEC has reached out to Ms. ******* and offered payment arrangements to assist with payments. Additionally, as a gesture of good will to ensure customer satisfaction, GMEC has removed a late fee of $17.99 from Ms. *******'s account.
 
Account Status
Ms. *******’s GME account is active and currently has a balance of $425.79.
 
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. 
 
***** ****
Customer Support
713-********

4/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Green Oaks Apartments- Green Mountain Energy Acct # ********** This letter serves as a formal complaint against Green Mountain Energy in setting up new services and monthly charges. This entire ordeal began back in July 2014 when I requested new services with this company and was advised that it was completed. To summarize the experience, following up my initial contact with Green Mountain Energy, I received a call from a representative who requested a copy of my DL for verification purposes. This was faxed over within minutes, she then contacted me again and advised that the ID was “dark” on her end so I needed to resend it, once they receive it, the account will be opened and everything will be finalized. The ID was sent once again made lighter as she requested. (I have copies of fax confirmation, dated and time stamped) Based on this information that the representative provided this account should have been set up with a start date of August 2, 2014. However, in Oct 2014 I received a bill from Green Oaks Apartments with charges for August to October. As bizarre as this seemed, I contacted the front office to inquire about this charges (although the account information that Green Mountain Energy provided was given to them in August as a requirement). I was then informed that the account is invalid. I then contacted Green Mountain Energy and the level of unprofessionalism was unbelievable. After 3 hours of speaking to different floor supervisors in an effort to rectify this issue, the end result was finding out that the account was not set up and it will be done from that day if I can resend my information. It was evident that someone dropped the ball on their end, I requested reimbursement for the extra fees that Green Oaks Apartment charged me and was advised that there was no bill generated on my account with Green Mountain Energy, so they were unable to credit the account. I requested to speak to an actual department/regional supervisor - this was also a dead end and was promised a call back which I obviously never received. Also now the agreement is overlapping from my lease terms to the end of contract term with Green Mountain Energy. Therefore, I should not be help accountable for the termination of the agreement at the end of my lease due to the fact that Green Mountain Energy dropped the ball on setting up my account at my initial request. Secondly, I have inquired about the actual reading of the meter and it appears that it is done on a monthly basis. However, I believe this to be false. I travel a lot and usually I am not in the apartment and the monthly charges range from $80-$90 a month. This is rather high for just one occupant with only a refrigerator running constantly. I strongly believe that the meters are not being read or perhaps even the wrong meter. Regards, ***** *******

Desired Settlement: Please feel free to contact me if you need any additional information. As stated before, I have copies of faxes and also recorded call. I am seeking some form of reimbursement for the charges imposed unto me.

Business Response: Green Mountain Energy Company’s Response to BBB 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. *******’s complaint against Green Mountain Energy Company (“GMEC”) is in regards to the timeframe to initiate her electricity service at *** ******** ***** ****.  Additionally, Ms. ******* states that her meter is not being read monthly and that her usage is high and that she should not be assessed a cancellation fee once her lease agreement with her apartment complex has ended.  Ms. ******* is requesting reimbursement of charges from her apartment complex due to the delayed service start date and is requesting assistance with this matter.
 
History
On July 25, 2014, Ms. ******* contacted GMEC requesting to enroll the electric service account at *** ******** ***** ***2 effective August 1, 2014.  While processing Ms. *******'s enrollment, her identification could not be verified; therefore, the GMEC representative requested that Ms. ******* provide a copy of her identification in order to complete her enrollment request.  Ms. ******* was advised to submit a copy of her identification via fax and was provided with GMEC’s fax number.
 
On July 26, 2014, Ms. ******* contacted GMEC requesting an email address to submit the requested copy of her identification and was provided with ************@greenmountain.com.
 
On July 29, 2014, GMEC received a copy of Ms. *******'s identification; however, it was illegible. At that time, a GMEC representative contacted Ms. ******* and requested that she resend a copy of her identification.
 
Later on July 29, 2014, GMEC received a copy of Ms. *******'s identification; however, the copy was illegible. Ms. ******* was not contacted regarding her identification.
 
On August 27, 2014, Ms. *******'s enrollment request for electric service at *** ******** ***** **** expired due to her identification being unable to be verified.
 
On October 9, 2014, Ms. ******* contacted GMEC regarding the status of her enrollment and was advised that the enrollment request had expired due to GMEC not receiving a legible copy of her identification.  At that time, Ms. *******’s call was transferred to an enrollment specialist to complete her move-in request.  Ms. ******* agreed to enroll the electric service account at *** ******** ***** **** effective October 10, 2014.  While processing Ms. *******'s enrollment, her identification could not be verified; therefore, the GMEC representative requested that Ms. ******* provide a copy of her identification in order to complete her enrollment request and provided GMEC’s fax number.  At that time, Ms. ******* requested a $50.00 account credit due to fees incurred by her apartment complex and was advised that her enrollment request would first need to complete in order for the account to be reviewed for a $50.00 account credit.
 
On October 10, 2014, GMEC received a valid copy of Ms. *******'s identification. At that time, Ms. *******’s move-in request was processed and completed effective October 13, 2014.  A terms of service agreement, electricity facts label (EFL) and “Your Rights as a Customer” document were sent to Ms. ******* on October 13, 2014.
 
On October 27, 2014, an invoice for $13.35 was sent for the billing period of October 13, 2014 through October 15, 2014 (24 kWh) due by November 11, 2014.
 
Subsequent invoices were sent to Ms. ******* from November 18, 2014 through March 16, 2015 reflecting actual meter readings obtained from her transmission and distribution service provider (TDSP) for her electric service account at *** ******** ***** ****.
 
On March 23, 2015, an invoice for $168.99 was sent for the billing period of February 17, 2015 through March 18, 2015 (619 kWh) due by April 8, 2015 with a Balance Forward of $77.45, a Late Payment Penalty of $3.63 and Current Charges of $87.91.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******. A review of Ms. *******'s account determined that invoices sent to Ms. ******* from October 10, 2014 to March 23, 2015 reflect actual usage as reported by the TDSP; therefore, no adjustments are warranted at this time. Ms. ******* was advised that she could monitor her usage at www.smartmetertexas.com. As a courtesy, a $100.00 account credit and Late Payment Penalties totaling $8.03 were applied to Ms. *******’s account. The term of Ms. *******’s current price plan, the Pollution Free Apartment Reliable Rate, is 12 months.  If Ms. ******* chooses to switch to another retail electric provider (REP) prior to the end of her term, the account is subject to being assessed an Early Cancellation Fee of $200.00 in accordance with her Terms of Service.
 
Account Status
Ms. *******'s account is active and currently has a credit balance of $47.29.
 
For any additional questions about this concern, please contact me at 713-488-5416.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
713-********

4/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 12 month residential electric service contract with ***** ********. My contract is about to expire, and I contacted G. M. to learn about current 12 month plans. My intention is to renew for another 12 months. A representative gave me false information about a plan called "Pollution Free Loyalty 12." I asked where I could find the Energy Facts Label for this plan before renewing, and he said I would have to renew for another year before I could see the plan details. The rep did give me "price information" about the plan, so I did renew with the "Loyalty 12" plan. A few days later I could see the Energy Facts Label for "Loyalty 12" on my secure G.M. account, and it is much more expensive than the rep described. Since I am still within the old 12 month contract period, I cancelled the "Loyalty 12" plan and will look for another electric service provider. It seems clever of G.M. to not provide written Energy Facts Labels for consumers to use to compare plans they offer.

Desired Settlement: Play fair with consumers. The Energy Facts Label for electricity plans are required by the Texas Public Utility Commission so consumers of residential electricity can compare plans and prices.

Consumer Response: Better Business Bureau:

From: ***** * ***** **************************
Sent: Friday, April 24, 2015 12:54 PM
To: info
Subject: complaint #********

 

Today I received a fair and satisfactory resolution of the complaint I filed with you on 4/16/15 against Green Mountain Energy. 

***** *****

4/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir or Madam, Energy supplier called “ Green Mountain Energy” switched energy service from a former Energy supplier “ PECO Energy” without my permission. When I called them and asked what is going on, they said: they got permission to switch the service from my Son , when is EVEN NOT on the account!!! I am only ONE on the account. My son remembers, that somebody came to the property and bother him with the advertisement about a new and cheaper energy service, my son did not sign any paperwork , they just tricked him by asking his name. And still they should not switch the service without my permission, since I am ONLY one on the account. I am disappointed because “ Green Mountain Energy” Rate is 0.139 $ per KWH, however former service rate is 0.086 $ per KWH. 0.139/0.086 = 1.6. My bills for energy were higher in 1.6 times. To resolve the problem, I would appreciate money refund. I look forward to your reply and a resolution to my problem and will wait until April 21 before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone Sincerely, ***** **********.

Business Response:

To Whom It May Concern,

 Green Mountain Energy received Ms. ***** **********’s complaint
on March 31, 2015.  The following outlines her enrollment, account status,
and our resolution.

Ms.
**********’s electricity account was enrolled in person for Green Mountain
Energy on October 24, 2013 by a Mr. ******* *********.  During the enrollment, Mr.
********* was presented with all required disclosures including the fact that
our product was for a variable supply price plan.  Following enrollment, Mr. ********* was
mailed a copy of the Terms of Service for the electricity account which
additionally outlined the variable supply price, including that it may be
higher than his local utility’s supply rates.  

Prior to receiving the complaint, Green Mountain Energy spoke with Ms. ********** on March
23, 2015.  We reviewed the terms of her
enrollment, supply prices charged, and offered alternative supply price plans
available for her.  We also confirmed
that there was no early cancelation fees associated with her current
program.  Ms. ********** declined our
offers, but did not request to cancel the account at that time.  Green Mountain Energy spoke with Ms.
********** a second time on March 23, 2015. 
We reviewed the terms of the enrollment, supply prices charged, and the
aforementioned conversation.  During that
conversation, Ms. ********** requested to cancel her account with Green
Mountain Energy.  Her request was
processed immediately, and her account ended service on March 27, 2015, as
determined by her local utility company, PECO. 
Lastly during that conversation, as a show of good will, we offered to
issue a courtesy credit in the form of a check.  While we were not
obligated to offer a credit, we did so in order to amicably resolve her concern.  We believe this resolution was fair, since the
Terms of Service clearly indicate that her plan was for a variable supply
price.  Ms. ********** accepted our offer. 

Upon receiving her complaint, Green Mountain Energy spoke with Ms. ********** on
April 8, 2015.  During this call, we
reviewed the terms of the enrollment, supply prices charged, the aforementioned
conversations, and confirmed the service end date on the account.  Lastly during that conversation, as a show of
good will, we offered to issue an additional courtesy credit in the form of a check.  Ms. ********** accepted this offer, and confirmed her complaint was resolved. We consider this matter closed.

Please let me know if you need any additional information regarding this complaint.

***** *******
























Consumer Response: Better Business Bureau:

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

Regards,

***** **********

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Simply put. I was moving to Texas. Loved the idea of wind energy. They asked for $150 deposit in which I immediately processed the transaction. A day later I received a phone call, on record, stating that They need proof of identification. I asked if my I.D. and Birth Certificate is ok, and the nice woman on the phone said yes. I scan and email the required document. Apparently in order to be "GREEN" you have to have certain documents with greenmountainenergy OR they just want to be difficult. I NEED ELECTRICITY. so, being as frustrated as possible, I ask for a refund and reverse. Problem, she can't simply reverse it. She has to get a supervisor. That was on Wednesday. I asked for a reverse on the $150 deposit. No problem. Well, today, I have yet to receive the refund. So, I decide to call. Well, they can't find my account and now, my social is under someone elses name? now my level of frustration is even higher. I've almost boiled over. NO HELP. Now, to top if off, I tell the gentleman that all i request is my $150 refund after it takes him a few minutes to find out where i am in the system he says they will refund it, not by CREDIT CARD reversal but my mailing a check and it will take 45 DAYS!!!!!!

Desired Settlement: REFUND THE APPROPRIATE AMOUNT IN A MORE TIMELY FASHION

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ******* is disputing the time frame required to return his $150 deposit payment.
 
History
On March 24, 2015, Mr. ******* processed an online enrollment with Green Mountain Energy for his service address at **** ********** ****, scheduled for April 8, 2015. A security deposit of $150.00 was requested prior to completing the enrollment. Mr. ******* called GMEC and spoke to a GMEC representative who verified the enrollment was received and advised Mr. ******* the $150.00 deposit request would need to be satisfied for service to start at **** ********** ****. A credit card payment of $150 was processed online later that day.
 
Later that day, a fraud alert security notification associated with Mr. *******' personal identification was received from the credit bureau.  A GMEC representative contacted Mr. ******* to advise him of the fraud alert notification received and to verify his request to enroll for the electric service at **** ********** ****e.  A voice message was left advising Mr. ******* to fax two forms of identification to GMEC at *********************@greenmountain.com,  in order to complete his enrollment request. Mr. ******* 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. ******* 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. *******' Florida driver’s license and a copy of his birth certificate.  A GMEC representative attempted to contact Mr. ******* 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. ******* return GMEC's call. Mr. ******* 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. *******' request for enrollment for service address **** ********** ****e.
 
On March 31, 2015, Mr. ******* contacted GMEC requesting status for his $150.00 payment. The GMEC representative incorrectly advised Mr. ******* his $150.00 payment would be returned within 45 business days.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******. On April 8, 2015 GMEC processed a returned payment of $150.00 back to Mr. *******' credit card, the posting of this payment can take 3-5 days to show on Mr. ******* credit card statement. Several attempts to contact Mr. ******* were made, however unsuccessful. Voice messages were left requesting Mr. ******* 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. 
 
***** ****
Customer Support
###-###-####
 

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been a Green Mountain Energy customer for almost 10 years. I've been pretty loyal because I believe in supporting green energy. Up until now, I've never had an issue with their customer service. For some reason, we didn't get a bill last month. I logged in to pay my account in February and it said that we didn't owe anything, so I just figured my husband had paid it. When I logged in to pay today, our bill was over $600. Three times as much as usual. The customer service agent told me that the "system" hadn't processed an invoice, that it had made a mistake and now three months of bills were due. I asked if I could pay half of the total today and half at the first of April. The customer service agent told me that if I did that, I would get a termination notice because the "system" can only give a ten day extension once you pay. So, if I paid half today, I would have to pay the other half by the 26th, or our electricity would be cut off. If I couldn't pay the other half until the 1st of April, I would have to go to Wal-Mart on the 25th and pay the 1st half of the bill and then I could pay the other half by the 3rd of April, that the "system" wouldn't let him arrange it any other way. I asked if I could speak with his manager or supervisor to over-ride the system. I was told that I would have to tell him specifically who I wanted to talk to in order to be transferred. I told him that was crazy! I don't know who I need to talk to, because I don't work there. He would need to tell me who I SHOULD talk to. He told me that he could not proactively advise me because our phone call was being recorded. I told him that I needed to talk to someone who was over his head. He said, "Hold on, I'll transfer you." And then he hung up on me. Our giant bill was Green Mountain's mistake, not ours. I was willing to pay in full within 2 weeks and I'm not sure why they couldn't just accept my payment the way I wanted to pay it. I was even willing to give the a credit card number to charge on the first of April. The customer service agent was unwilling to help me and was totally uninterested in solving my problem. I actually switched electric companies today I was so upset. I've never been treated so badly by a customer service agent. Fortunately, there are more green electric companies than there were a decade ago.

Desired Settlement: I'd like to pay the remainder of what we owe Green Mountain over the next 6 months without a disconnection fee and without and report to my credit. I'd also like a decent explanation as to why I was unable to get any help today. I've been a long and loyal customer. It's disgraceful that I'd be treated so badly.

Business Response: Green Mountain Energy Company’s Response to BBB 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. *****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.
 
History
On 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. *****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. *****s Average Billing amounts were completed.
 
On February 17, 2015, the corrected invoices were sent to Ms. ****.
 
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. **** 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. **** that the February 25, 2015 invoice included corrected invoices from November and December 2014. Ms. **** 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 **** ********* **** was switching to another retail electric provider (REP), resulting in the closure of Ms. ****'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.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused. GMEC has invoiced Ms. *****s account correctly based upon the terms and conditions of GMEC’s Average Billing program and in accordance with the terms of service.
Ms. ****'s account is now closed and has a balance of $789.01 due April 3, 2015. Ms. **** has been advised that payment arrangements are not available on closed accounts; however, payment arrangements will be provided if Ms. **** 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. *****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. 
 
***** ****
Customer Support
###-###-####

3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1.12.15 I signed up on line via "Power to Choose" for a 3 month "Pollution Free 3 Choice" plan @ 5.7¢ per kWh, Move in date of 25.15, On 3.6.15 I made a auto payment on this account 11654239-0..Green Mountain Energy has now decided to "BAIT & SWITCH" my account to a different account (**********) "Pollution Free Conserve 6" with a longer term and Higher rate. The change was NOT authorized, requested or confirmed by me the consumer.

Desired Settlement: I demean this "BAIT & SWITCH" tactic be voided and that the contract I signer up and agreed to "Pollution Free 3 Choice" @ 5.7¢ per kWh be applied to an and all usage from the agreed time of my contract 2.5.15 to the end of my agreed contact term of 3 months (5.5.15).. Furthermore if this issue is NOT resolved within 5 days to my terms I will be contact the TX Public Utility Commission

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. *********’s complaint against Green Mountain Energy Company (“GMEC”) concerns a dispute of his rate plan and delivery charges for electricity service with GMEC. Mr. ********* states he signed up for at a rate of 5.7 cents for 3 months; however, his bills are reflecting a price plan of 10.9 cents for a 6 month term.  Mr. ********* is requesting further assistance into the matter.
History
After 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 6 100% Wind plan creating account number ********. This plan offers an energy charge of $0.0410960 cents per kWh for usage up to 1000 kWh and $0.107214 cents/kWh for all usage above 1000 kWh in a billing cycle, a $0.00 base charge and ***** electric delivery charges of $5.25 per month and 3.3189 cents per kWh. The term of this plan is 6 months and it has a $150.00 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 3 Choice plan creating account number ********. This plan offers an energy charge of $0.021093 cents per kWh, a $0.00 base charge and ***** electric delivery charges of $5.25 per month and 3.3156 cents per kWh. The term of this plan is 3 months and it has a $150.00 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 2/6/2015 and the service was cancelled on 2/6/2015 due to a new move-in order.  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 move-in request with another REP. 
 
On 2/17/2015, a final invoice for $3.67 was sent for the final billing period of 2/5/2015 through 02/6/2015 with Current Charges of $3.67 and a Balance Forward of $0.00.
 
On 2/25/2015, an invoice for $46.66 for account 11654239 was sent for the billing period of 2/7/2015 through 02/23/2015 with Current Charges of $46.66 and a Balance Forward of $0.00.
 
On 3/5/2015, a payment of $3.67 was posted to account number 11654239.
 
On 3/7/2015, Mr. ********* contacted GMEC to dispute the invoiced charges and pricing reflected on his 2/25/2015 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 1-2 billing cycles for the issue to complete.
 
Resolution
GMEC 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 02/05/2015 and 02/06/2015.  Mr. ********* was invoiced in accordance with his EFL of the Pollution Free Conserve 6 100% Wind plan which reflected the requested date of 02/06/2015.  As a courtesy, GMEC will place Mr. *********’s active account of 11653452 to the requested price plan of the Pollution Free 3 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 8 a.m. to 5 p.m. 
 
******* *********
Customer Support
713-********

Consumer Response: Better Business Bureau:

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

Regards,

****** *********

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday March 4 my power was turned off, I was suppose to move out but could not due to the other place not being ready. The power turned off at 9 am. I contacted Green Mountain to reconnect my service due to me not moving at this time. I am disabled and stress exasperates my condition. It was 9 am when I started to call the customer service department, the first representative advised me that I needed to do a new move in, I have been living there and had service with this company for the past year, the power was not supposed to be turned off, I forgot to tell them, however not knowing that I could not get the power turned back on as easy as correcting a mistake and reconnecting me the same day I went through a whole day talking to several different representatives and supervisors, did a move in two times, which is a long procedure. I was advised that I could get the Deposit waived( due to me having moved to this place of domestic violence and sent them a form at the move in) and would not have to resend my lease documents. SO I waited thinking that my power was being turned on since that is what I was told by the last Supervisor I spoke with around 11 am or so. ALl this to just turn my power back on that was not supposed to be turned off. I was at the same place did not owe them any money at the time, paid my bills just days prior to that. SO 5 pm came around, on a break from work I decide to check and see if power was in fact being turned on, I was advised again that they can't turn me on, after another supervisor checked my record she put me on hold for a very long time, I got so many answers that day its ridiculous. I cried and was very angry. SO I decided to call another power company to have power turned on. Obviously the power was not going to be turned on until the next morning. When I called again the next morning to check on what the status was on Green Mountain I was treated as if I was a new customer and advised that I needed to send in the lease and asked about the deposit, now mind you the day before I was told that was to be waived because of my situation. I slept in 20 degree cold snowy ice weather that night with no power. I dealt with untrained professionals who gave me different information. I paid a whole lot of money for a small 1 bedroom apartment since I have been with that company, I am at the point to press charges for the pain and suffering I endured due to the misinformation and having dealt with this company all day that day and nothing was accomplished but me without power for a whole day and night. When all they had to do is reconnect me and disregard the move out once I called and advised them that I was not moving. I am stressed, I cannot eat and I am crying still to think about this hjorrible experience I had with Green Mountain Customer Service Department.

Desired Settlement: I want for Green Mountain to send me a refund check of 300 Dollars for the pain and suffering and for having spend a whole day dealing with the most incompetent people that work in the call center in Austin TX.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing the disconnection of service for electric service at **** ****** * *** ***** *** **
 
History
On February 24, 2015, Ms. **** contacted GMEC and requested to transfer her electric service account from **** ****** * *** ****** * effective March 4, 2015 to **** ***** ******, * effective February 25, 2015 and her request was processed.
 
On February 25, 2015, Ms. **** contacted GMEC to cancel the transfer of service request. While processing the request, Ms. **** decided to leave the account disconnection date of March 4, 2015 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 $279.00 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.
 
Resolution
GMEC 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 $300.00 due to the enrollment of service being delayed will be referred to our Claims area.  The Claims area has up to 45 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 below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
 
**** *********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

****** ****

3/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received my bill two days after the bill due date. I call the company to notify that this happen and to avoid that I have to pay the late fee enforce by the company. When they looked at my bill payment record I always paid my bills on time and never pay late in the past. With good record and also being honorest to what happen with the bill recieved late after the due date. Green Mountain Energy representative didn't care to extend my bill date, but insisted that I will be paying the late fee in my next bill even I paid my bill over the phone. I like to report this issue so that other customers complaint of the same issue then we will know that this Green Mountain Energy playing game to make their customer pay late fee even thous not the customer fault.

Desired Settlement: Would like that the company do the right thing tand not charge the customer the late fee if the company doesn't get the mail payment to the customer on time before the due date.

Business Response:

 
Green Mountain Energy Company’s Response to BBB 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
Mr. ** is disputing a late fee assessed to his GMEC account due to receiving his invoice past the invoice due date.
 
History
On 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 $63.34 for the billing cycle of November 3, 2014 to December 2, 2014 due December 22, 2015 was sent to Mr. Le.
 
On December 17, 2014, a payment of $63.34 posted to Mr. **** account.
 
On January 8, 2015, an invoice for $79.31 for the billing cycle of December 2, 2014 to January 5, 2015 due January 26, 2015 was sent to Mr. Le.
 
On January 20, 2015, a payment of $79.31 posted to Mr. ***s account.
 
On February 7, 2015, an invoice for $71.26 for the billing cycle of January 5, 2015 to February 3, 2015 due  February 23, 2015 was sent to Mr. Le.
 
On February 25, 2015, due to no payment received a late fee of $3.56 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, 2015 with a due date of February 23, 2015. The GMEC representative explained to Mrs. ** invoices are mailed out 16 days from the payment due date to allow time for payment. The GMEC representative confirmed the February invoice was mailed on February 7, 2015 as scheduled and suggested mail service may have been delayed due to recent weather conditions. Mrs. ** then made a payment of $71.26 to her GMEC account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. and Mrs. **.  Additionally, GMEC understands mail delivery issues may occur that are beyond the customer's control therefore, the $3.56 late fee applied to Ms. **** account has been removed to ensure she has a positive customer experience with GMEC. Mr. ** 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 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

**** **

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received notice from the credit bureau that Green Mountain reported me to collections and it dropped my score about 60 points. I moved residences and scheduled my final payments in November & December 2014. I know that Green Mountain must have these payments on recorded phone calls. I respectfully request investigation of this issue because I pay my bills and was a Green Mountain customer for many years & only could not carry forward to use GM because of the area of Austin TX I live in. I am basically a single parent with 5 kids and my credit is extremely important to me. I had issue with GM raising my kilowatt rate without confirming with me that it was going to be double what is was while I was under "contract" - these two issues are serious and I will contact the FTC and PUC if GM refuses to repair my credit. I realize GM already has quite a few issues of reported unfair communication with its customers. I have always paid my utility bills and I hope that GM will remove the mark on my credit bureaus ASAP and review my account. I have received no communication about owing GM money. I did move on 9.5.2014 and my new address is in Austin TX, my old address was in Pflugerville, TX. I take my credit seriously and I take paying my bills seriously. I take seriously that GM took advantage of their billing practices with me and now has ruined my credit. I respectfully request correction of my credit bureau - all credit bureaus. If I owe you money - please provide proof and provide documentation on how you contacted me. I have not received any communication of written form from GM since 9.4.2014. I answered a call from GM and at that time scheduled remaining payments for Nov. 15 and Dec. 1, 2014. Please help me get GM to correct my credit bureaus. This is a seven year mistake for GM to do against me or any consumer. They also need to refund hundreds of dollars in over charge for kilowatt hours. They doubled the rate without notice.

Desired Settlement: Please remove me from collections because I scheduled payments and I am sure GM has proof. I paid the account in full and have not been contacted since last fall. They also owe me a refund of hundreds of dollars for almost doubling rate on kilowatt hours without notifying me. My credit is ruined unless they remove the incorrect reporting. If I owe money - I will pay them - but I am easy to contact and the last written contact was 9.5.2014. Unethical to ruin someone's credit when I was such a long time customer and paid all my bills. Unethical to treat a good consumer this way.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing her GMEC account being subject to collections agency activity. Ms. ******* states she scheduled a November and December payment that did not post to her GMEC account. Additionally, Ms. ******* is disputing her monthly invoiced amounts.
 
History               
From January 10, 2010 to September 5, 2014, Ms. *******'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. ******* was invoiced according to the Pollution Free Terms of Service, additionally all subsequent invoices sent to Ms. ******* 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. *******'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 **** ***** ***** ***s with a due date of July 21, 2014.
 
On July 15, 2014, a payment of $300.00 posted to Ms. *******'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. ******* contacted GMEC requesting her current account balance. The GMEC representative provided Ms. ******* the  account balance of $935.19 for the above billing period. The GMEC  representative offered Ms. ******* payment arrangements to assist with payments, however Ms. ******* 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. *******'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 **** ***** ***** ***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 **** ***** ***** ***s, GMEC approved this request, closing out Ms. *******'s GMEC account.
 
On September 9, 2014, a final invoice for $844.54 was sent to **** ***** ***** ***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. *******, regarding the past due amount were made, however unsuccessful.
 
On October 3, 2014, Ms. ******* 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. ******* the past due balance will be subject to collection agency activity on November 9, 2014. Ms. ******* requested a call back  on October 20, 2014 to pay remaining balance.
 
On October 6, 2014, a  payment of $500.00 posted to Ms. *******'s account, leaving a past due balance of $344.54.
 
On October 20, 2014, GMEC attempted to contact Ms. ******* per her request, however was unsuccessful.
 
From October 22, 2014 to October 29, 2014 several attempts to contact Ms. ******* were made, however unsuccessful therefore voicemails were left requesting Ms. ******* contact GMEC to avoid collection agency activity.
 
On October 29, 2014, Ms. ******* contacted GMEC requesting stating she would contact GMEC on October 31, 2014 to make payment.
 
On November 4, 2014, GMEC attempted to contact Ms. ******* however was unsuccessful, a voicemail was left requesting Ms. ******* contact GMEC.
 
On November 19, 2014, GMEC attempted to contact Ms. *******, however was unsuccessful. Later the same day the remaining $344.54 balance on Ms. *******'s account became subject to collections activities.
 
Resolution
GMEC apologizes for any confusion these proceedings may have caused. After review of Ms. *******'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. 
 
***** ****
Customer Support
###-###-####

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have discussed time and time again to change my due date since on the 8th of every month they send out a bill on the 10th of every month they send out a late with a 10.00 charge and on the 12th they send out turn off notice that costs 20.00. That is 30.00 for being 4 days past due. I have explained to them that the government pays me on a certain day of the month and then in turn I will be happy to pay them. I always pay my bill and at this time I have a 0 balance and they tell me I am not in good standing so they can't switch my due date. Also, I feel like they are gouging me with the prices and then add 30.00 on every month, I have gone without groceries just to keep up with them.

Desired Settlement: All I am asking to to switch my due date so I can accommadate there wishes and my need. Thank you

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ******r is disputing invoiced charges and requesting a specific invoice due date for her electric service account at ***** ********** **** #****.
 
History On December 23, 2014, an invoice for $71.76 was sent with a Balance Forward of $39.96, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $2.79, Credit for Disconnect Notice Fees totaling $40.00, Credit for Disconnect Request Fee of $ 25.00, Credit for Reconnect Request Fee of $15.00, Late Payment Penalty Adjustment of $2.26, a Reversed Fee of $1.92 and Current Charges of $73.19.
 
On January 15, 2015 a disconnection notice for $71.76 was sent due by January 26, 2015 This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $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 as described in your contract
 
On January 26, 2015, an invoice for $121.17 was sent with Credit Balance Forward of $8.24, Disconnect Notice Fee of $20.00, Late Payment Penalty of $3.59 and Current Charges of $105.82.
 
On February 16, 2015 a disconnection notice for $121.17 was sent due by February 26, 2015. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $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 as described in your contract.
 
Multiple contacts were received from Ms. ******r on February 16, 2015 and February 17, 2015, disputing the invoiced late fees and disconnect notice fees and requesting to change her invoice due date. GMEC representatives advised Ms. ******r that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program and provided an explanation of the invoiced charges.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******r; however, a review of the 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. ******r’s account were disclosed in her Terms of Service and on the disconnect notices sent.  Additionally, GMEC offers a variety of services and products to assist our customers in managing their electric service accounts.  GMEC’s Pick Your Due Date program allows for customers to choose a specific due date for their monthly billing; however, in order to be eligible for the program, certain regulatory requirements have to be met.  A review of Ms. ******r’s account confirmed that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.
 
As a courtesy, a request has been processed to change Ms. ******r’s invoice due date to the 13th of each month.  Additionally, a Disconnect Notice Fee of $20.00 and Late Fee of $5.88 were credited to the account.
 
Ms. ******r 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. 
 
******* ****
Customer Support
###-###-####

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They lost my payment for December so I have sent a proof of payment (bank statement & cleared check from the bank) to ***************@*************.com and ******t@*************.com several times and called them over 5 times it has been going on for a month. whenever i called them I would have to start explain the situations from the beginning over and over again and those customer service people told me to pay the past due even though I already paid for it they just could find payment or they were not trying to find it. I really don't know what to do I even spoke to supervisors several times there is no help from them either. I have been with Green Mountain almost 10years, i am very disappointed by their customer service. My Account # is ********** service address is **** ***** ***** ** **** ** *****. They said the payment was applied to my old account (which we moved this address one and a half years ago), so basically they knew what had happened but they still did not correct the error so I am having to email them or call them every week because I get these disconnection notices. Please help!

Desired Settlement: Please get the billing error corrected, credit on my account.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ******** is disputing the time frame to receive a response regarding GMEC’s investigation regarding the status of the $80.38 payment Mr. ******** made on December 16, 2014.
 
History
On December 9, 2014, an invoice with the amount of $80.38 for the billing period of November 3, 2014 to December 4, 2014 due December 29, 2014 was mailed to Mr. ******** at service address **** ***** ***** ***** for his GMEC account # *********
 
On January 12, 2015, an invoice for $183.81 which included a previous balance of $80.38 and a current balance of $94.66 for the billing cycle of December 4, 2014 to January 7, 2015 due January 28, 2015 was sent to Mr. ********.
 
On January 17, 2015, Mrs. ******** contacted GMEC regarding her January invoice. Ms. ******** stated she submitted an online payment through *** bank Wells Fargo Bank, to GMEC on December 16, 2014 for $80.38. The GMEC representative informed Ms. ******** the $80.38 payment had not posted to her GMEC account, therefore an investigation to locate the payment would be initiated. The GMEC representative submitted a missing payment investigation for the $80.38. The GMEC representative requested that Mrs. ******** submit a proof of payment to GMEC's payment processing department, to assist in locating the $80.38 payment.
 
Later that day Ms. ******** contacted GMEC stating she noticed a different account number on her payment confirmation page from Wells Fargo Bank. The GMEC representative advised Mrs. ******** the previously submitted  investigation would locate the payment and once located it would be credited to Mrs. ********’s account.
 
On January 19, 2015, GMEC received an email from Mrs. ******** with the Wells Fargo Bank payment confirmation.
 
On January 23, 2015, GMEC received an email from Mrs. ******** stating she has not received a resolution for her $80.38 payment investigation. GMEC responded to this email advising Mrs. ******** the investigation was still underway and once a resolution was provided GMEC would contact Mrs. ********.
 
On February 2, 2015, A disconnection notice of $173.81 was mailed to **** ***** ***** *****, due February 12, 2015.
 
On February 5, 2015, Mrs. ******** contacted GMEC requesting a supervisor, due to receiving a disconnection notice. The GMEC supervisor apologized to Mrs. ******** explaining the investigation was still under review, therefore her GMEC account was protected from disconnection. Additionally, the GMEC representative advised Mrs. ******** her $80.38 payment made from her financial institution was submitted to a different GMEC account number, therefore locating the payment was prolonging a resolution. An extension was placed on Mrs. ********’s account until the investigation was complete.
 
On February 16, 2015, Mrs. ******** contacted GMEC requesting information for the missing payment investigation. The GMEC representative informed Mrs. ******** the investigation was still pending, however she would be contacted once a resolution was received.
 
On February 17, 2015, Mr. ********'s $80.38 was located and posted to Mr. ********'s GMEC account. Mrs. ******** submitted an email to GMEC requesting updated information for the missing $80.38 payment. GMEC advised Mrs. ******** the $80.38 payment was located and has been credited to her GMEC account.
 
On February 24, 2015, GMEC received a switch request from another retail electric service provider for service address **** ***** ***** *****. Mr. ********’s GMEC account is pending closure due to this switch request.
 
Resolution
GMEC apologizes for any confusion these proceedings may have caused Mr. ********. After review of Mr. ********’s account, it has been determined that the payments submitted through Mr. ********’s  Wells Fargo Bank were being submitted for Mr. ********’s outdated GMEC account number# ********, instead of his current GMEC account #********* Several attempts to contact Mr. ******** have been made however unsuccessful, messages have been left requesting he contact GMEC at his earliest convenience to discuss payment options. Additionally, late payments and disconnection notice fee charges associated with the delay of the $80.38 payment have been credited to Mr. ********’s account as a courtesy.
 

 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. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

*** ********

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company turned my service off for $11 IN June when calling about the excessive fees related to their timely disconnection of my service tricked me into a year contract. Since then everytime I call them their rude and unwilling to assist me in any way. Today I asked to file a complaint on a customer service person Frank who was rude to me insulted me by indicating I was to go to charity to help pay my bill. That was totally an insult since I have always paid my excessive bills at Green Mountain Energy for the past 2 years. Is this how you treat a 2 year customer. He also kept me from making a complaint had to call back three times not to get him on line. He went out of his way to avoid me from letting his company know how he handled the call. I am not happy after 2 years with this company I do not feel I am saving money as they claim only paying excessively for renewable energy. The extra fees this company charges is questionable such as late $20 extra, numerous fees many for a service interruption/reconnect afterwards you would wish you had any other electric provider. I have 690 sf apartment and I have paid more for electric service that my brothers 2900 sf home in Plano. The customer service is the worst I have ever seen in 57 years. Locked into a contract till June they claim I cannot get service with anywhere until their so-called contract was satisfied. My complaint includes today's encounter and my last 8 months of communication with this heat less company. After 2 years of service I believe I have a right to be treated with at the very least the very minimal standards of customer service and I was not. I was insulted and treated like I was bad customer

Desired Settlement: Apology. Responsibility for the excessive fees that I was charged and I had to pay. Personal apology from Frank for making a rude comment to me about me calling a charity to pay my bill, when I also for 2 years paid my excessive Green Mountain Energy bills. Will file additional complaints with other venues until resolved.

Business Response:

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. ****** is disputing the late payment penalties and the disconnect notice fees assessed to his electric service account at **** ********* *******. Additionally, Mr. ****** 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.
 
History
On April 28, 2014 Mr. ****** contacted GMEC requesting payment arrangements for the disconnection notice due April 28, 2014.  Mr. ****** agreed to a 5 month deferred payment plan which included a down payment of $68.81 due April 29, 2014. Mr. ****** was advised that the remaining installments would be due with his monthly invoices. Mr ****** 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. ****** on April 30, 2014.
 
On April 29, 2014, a payment of $68.81 posted to Mr. ******’s account.
 
Subsequent payment did not post to Mr. ******’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. ****** 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. ****** has been granted payment arrangements from May 7, 2014 to August 14, 2014 as requested. The subsequent payments did not post to Mr. ******'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. ******’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. ****** 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. ****** with the option of contacting a social agency for possible payment assistance. Mr. ****** expressed dissatisfaction with the option of social agency assistance and requested to speak with a supervisor; however, Mr. ****** ended the call prior to being transferred to a supervisor. On a subsequent call to GMEC, Mr. ****** requested to speak with a supervisor; however the call ended before the transfer request was completed.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. ******. A review of Mr. ******’s account was invoiced in accordance with his Terms of Service and the disclosures provided on the disconnection notice.  Any fees assessed to Mr. ******’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. ******'s conversation with the GMEC representative on February 7, 2014, GMEC apologizes for the negative customer service experience Mr. ****** may have experienced. The GMEC representative assisting Mr. ****** has been coached. Mr. ****** has been informed of the “Pick Your Due Date” option to assist with future payments.
 
Additionally, GMEC has only initiated a request to Mr. ******'s electric service once due to non-payment. After speaking with Mr. ****** on August 25, 2014 to provide the account balance, Mr. ****** 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. 
 
***** ****
Customer Support
###-###-####

2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: "Electricity Facts" price info on website/PDF document for month-to-month plan is unethical. Deceptively simple box/chart at top of document gives essentially false pricing. Ambiguously worded fine print makes it legally/technically accurate. Company misrepresents what price they are charging and doesn't provide the actual price anywhere. Company has gouged me for months with false pricing while I freeze at home trying to get my electric bill down. My bill for last month is approximately 250% higher than the same month last year. I run a small business. I want to make as much money as I can from my business. Any business should be allowed to make as much profit as possible. But it should be done ethically.

Desired Settlement: I would like my current bill to be adjusted down to reflect the pricing of the new rate plan/contract I just signed up for.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
Issue
Mr. ***** is disputing his monthly billed amounts based on a variable rate plan for his service address **** ******* ***** #****. Mr. ***** is also requesting that GMEC update our Terms of Service and Electricity Facts Labels to adequately explain the plan details.  
 
History
On November 5, 2014 Mr. ***** requested to start electric service at **** ******* ***** #****. Mr. ***** agreed to enroll on GMEC's  Pollution Free Simple 7 plan. The term of this plan is 7 months and it has a $150.00 cancellation fee.  Mr. ***** was provided with his Terms of Service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.
 
On April 30, 2014, a contract expiration notice was sent to Mr. ***** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan, a month-to-month plan with no minimum contract term and no cancellation fee.
 
From March 14 ,2014 to June 12, 2014 Mr. ***** was invoiced according to the Pollution Free 7 plan pricing.
 
GMEC did not receive a request from Mr. ***** to change the account price plan; therefore, his account transitioned to the Pollution Free Extend plan effective July 7, 2014.
 
On July 16, 2014, an invoice for $98.47 was sent for the billing period of June 12, 2014 through July 14, 2014. This invoice reflects the Pollution Free Extend plan pricing. Additionally, this invoice includes a disclosure advising “If you are on a variable 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 our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.”
 
On February 13, 2015, Mr. ***** contacted GMEC and requested to change his current rate plan to GMEC's Pollution Free Loyalty 12 plan.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. *****. Although we understand Mr. *****’ concern with the billing under a variable rate term as opposed to a contract term, a review of the account confirmed that the account was invoiced in accordance with the Terms of Service and EFL. 
 
As a courtesy, a request has been submitted to re-invoice Mr. *****’  billing period of January 9, 2015 through February 10, 2015 under Pollution Free Loyalty 12 plan pricing.  Mr. ***** will receive a corrected invoice.
 
Mr. *****' concerns regarding the terminology used on GMEC’s Terms of Service and EFL has been forwarded to the appropriate department for review.
 
 
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. 

***** ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/16/2015 I called Green Mountain Energy to set up service at my new apartment. I was told I could be connected the next day, and I received an email from them confirming my enrollment that included an account number. At the end of the month of January 2015, I received an electricity bill from my apartments electric provider but I thought I had service with Green Mountain. So I called them on 2/3/2015 to inquire why my service was never connected, and they said it was because I needed to fax them a copy of 2 identification. They gave me their fax number and the very next morning on 2/4/2015 I faxed them a copy of my drivers license, social security number, and included my service address, account number and requested start date. I never received any further communication from them so I hoped that I should now have service with them since I did as they requested. I called today on 2/12/2015, and the rep I spoke with told me that I am not connected with them. I told her I sent the fax they requested, so my electricity should have been switched over. She told me they did not receive my fax. I told her I had a fax confirmation that it was delivered successfully to ###-###-#### and asked her why didn't it get connected? She told me "it may have gotten lost or shuffled through other papers." At that point I have had enough. What kind of representative tells a customer that HIGHLY SENSITIVE information gets "lost"???

Desired Settlement: I demand a manager from Green Mountain Energy call me and explain to me how someone's private information can get "lost" within their company. I want to know what type of security measures are in place to make sure their customers sensitive information is not compromised.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing the request to start service December 16, 2014 for service address *** ******** ***** #*****, not completing due to GMEC requiring two forms of identification to satisfy the Security Notification Fraud Alert. Additionally, a GMEC representative provided incorrect information stating Ms. ********’s previously faxed, personal information may have been misplaced.
 
History
On December 16, 2014, Ms. ******** contacted GMEC requesting to start service at *** ******** ******* ***** unit *****. During this enrollment Ms. ******** was advised a security notification from the credit bureaus for Mr. ********’s account was requiring GMEC to provide two forms of identification, to initiate service with GMEC. The GMEC representative provided email address securitynotifications@greenmountain.com and fax number ###-###-#### to submit the required documents. The GMEC representative advised Ms. ******** the enrollment request would remain on hold until the requested identifications are received.
 
Later that day, GMEC received two blank pages from email address S********@GMAIL.COM.
 
On December 19, 2014, Ms. ******** contacted GMEC requesting confirmation of previously submitted documents. The GMEC representative informed Ms. ******** documents had not been received and provided Ms. ******** GMEC's email address idvalidation@greenmountain.com and fax number ###-###-#### to submit the required documents.
 
On January 18, 2015, due to GMEC not receiving two valid forms of identification within 30 days, Ms. ********’s enrollment request for service at *** ******** ******* ***** # ***** expired.
 
On February 2,2015, Ms. ******** contacted GMEC requesting to confirm her enrollment was successfully processed. The GMEC representative advised Ms. ******** the enrollment had expired since GMEC did not receive the required two forms of identification. A new enrollment was processed in which Ms. ******** was advised two forms of identification were required to initiate service once again. The GMEC representative informed Ms. ******** if these documents were not received within the following 30 days the enrollment request would expire once more. Additionally, the GME representative provided Ms. ******** GMEC's email address of securitynotifications@greenmountain.com and fax number ###-###-#### to submit the required documents.
 
On February 12, 2015, Ms. ******** contacted GMEC requesting status on her requested enrollment. The GMEC representative informed Ms. ******** her fax had not been received, therefore the requested enrollment was on hold until the required documents are received and processed.
 
Later that day, GMEC received a request from another retail electric provider requesting to initiate service at *** ******** ******* ***** # *****, causing Ms. ********’s requested GMEC enrollment to cancel.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ********. GMEC has implemented processes surrounding security notifications received from the credit bureaus which include requesting customers to provide two forms of identification.  When a security notification occurs, a restriction is placed on the enrollment until the requested documentation is received and verified.  In order for the Security Notification to occur, the customer would have had to initiate the Security Notification flag directly with the credit bureaus.  This flag to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus.  Taking action on this notification will allow GMEC to be in compliance with the Federal Law (Fair Credit Reporting Act).
 
As previously stated, Mr. ******** is no longer with GMEC as of  February 12, 2015.
 
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. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

****** ********

2/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint to green Mountain Energy has not been resolved. Like they had agreed too.my prior complaint id with the better Business Bureau is ******** Green mountain had agreed to remove any and all recordsfrom Equifax and any other credit reporting agencys they have failed to remove collection and any derogatory information on my credit file with Equifax. They have not honored there commitment.

Desired Settlement: I would expect Green Mountain to send a letter to Equifax, Trans-Union and experian and have my records from them deleted. like they proposed to do and have yet to do.

Business Response:


Green Mountain Energy Company’s Response to BBB 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
Mr. ****** is disputing the previously provided resolution for BBB complaint #********, which stated the negative credit history on Mr. ******’s account would be corrected as a onetime courtesy. Mr. ****** has informed GMEC corrections have not been made to his credit history.

History
On October 28, 2014 GMEC's previous response to BBB Case # ******** stated, "As a courtesy to resolve the matter, GMEC has waived the $295.00 early termination fee additionally, the balance has been recalled from the collection agency and negative information has been deleted".  The third party collections agency advised GMEC all negative collections activity on Mr.******’s credit history was deleted.

On October 30, 2014, a corrected invoice was sent to **** ****** *** ***** for the billing period of May 19, 2014 to May 27, 2014 for a balance of $63.52 due November 17, 2014.

On November 14, 2014, Mr. ****** contacted GMEC and a made a $63.52 payment on his GMEC account.

On February 9, 2015, Mr. ****** contacted GMEC stating the negative collections activity was not deleted as previously stated.

Resolution
GMEC apologizes for any miscommunication or confusion these proceedings may have caused. GMEC has contacted the third party collections agency and has requested follow through in removing all negative reporting from Mr. ******’s credit history. As Mr. ****** requested, he has been mailed a copy of the letter requesting the Credit Reporting Agencies to delete any negative information from his credit history.
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. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Complaint: ********

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,

***** ******

2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter in the mail from a complete stranger on 1/29/15. This letter was a (copied) payment history statement from Green Mountain Energy, in it was my name ******** *****/***** ******** as the account owner (I don't know Mr. ********) his name was circled with a line drawing from his circled name to the bottom of the letter in which the sender wrote...... " I called Green Mountain to have my sons name added to my account. They added him to yours and wont let me take it off. Guess they tried to call you. So you may want to call and take care of it. Kinda scary, they just release your info to anyone." I called Green Mountain Energy after reading this and I was highly upset, they said I added this man to my acct, I asked them to listen to the call and they confirmed "I" never requested it during the call. (It's apparent another call came in and the Rep pulled up my acct/the wrong acct and added this man and sent out my payment history report-by request) I spoke with *******/Mgr stated she was escalating my complaint to their back office which handles escalated complaints/because they have breeched confidential information, she stated a back office Mgr will call me tomorrow Friday 1/30/15. (please know) I asked how was the letter sent out she said by email, but apparently it was an email the other person requested them to send this statement to, this payment history has my name, address on it. Moreover, I never got that call. THIS ENTIRE ORDEAL, has/is causing me a great stress in my life, my back hurts because of the stress/spasms, I have panic attacks and I've had three, I cant sleep because my mind wonders frantically. I'm scared out of my mind when I come home at night. **** THIS IS HORRIBLE**** TO TOP IT OFF THE MGR/******* SAID WHEN YOU CALL A PERSON WOULD HAVE TO AUTHENICATE WITH MY SOCIAL SECURITY NUMBER.... (I don't believe this is true, but if it is...then GME just gave this person the rest of the information they needed to destroy ME, MY CREDIT, FIND ME!!!!!!!!!! THIS DOES NOT SIT WELL WITH ME AT ALL!!!!

Desired Settlement: I am requesting free fraud/credit protection and a bill adjustment to cover my monthly due amount for 6 months, it should be more because you don't know the impact this has done to me and will cause me from this day forward.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********

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:
 
Issue
Ms. ***** states that her electric service account at **** ******* ******* ***** was accessed by an unauthorized party and her personal information was compromised.  Ms. ***** is requesting credit/fraud protection and a bill adjustment.
 
Resolution
A review of Ms. *****’s account determined that a GMEC customer service representative failed to properly end Ms. *****’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. *****’s session was not properly closed out in GMEC’s operating system, the individual was erroneously added to Ms. *****’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. *****’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. *****’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. *****’s account and our internal processes. Specifically, we have reviewed Ms. *****’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. *****’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. *****. While these attempts have been unsuccessful we left a voicemail message in each instance. In addition, we sent Ms. ***** a letter detailing the information above. We want Ms. *****’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. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because:

I have spoken with Ms. ****, 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. **** 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. **** 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,

******** *****

2/13/2015 Billing/Collection Issues | Complaint Details Unavailable
2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My bill always been low and I got my new bill and it showing over $300. My last bill was 145. We been doing everything the same and always unplugging that not being used. I want to know why my bill is so high. First week in January we had a black out that was out for 5 hours. I want that bill gone because I know we don't use a lot of electricity. It just me my, wife and my son.

Desired Settlement: I want someone to fix my bill because I'm not paying over $300 for something we don't use a lot.

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB 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
Mr. ********* disputes the invoiced charges for his electric service at ***** ****** *** ****.
 
History
On January 26, 2015, an invoice for $332.33 was sent for the billing period of December 18, 2014 through January 21, 2015 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 normal temperatures.  Ms. ********* requested a payment arrangement and the GMEC representative granted an extension until March 3, 2015.
 
Resolution
On 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
******* ****
Customer Support
###-###-####

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I met the sales person, *** ****** at the marathon sales Expo on Saturday, I/17/15, and informed him that I was looking into switching my energy provider. He informed me that he could possibly provide me with a better deal and that I did not have to make a decision for 10 days. I provided him with my information believing that nothing would occur for 10 days. By the time I got home, there was an email indicating that my account was set up and that I had three days to cancel my account. On Monday (1/19), I contacted my current provider only to find out that my contract with my current provider was set to end as per instructions from Green Mountain, which is something that I did not approve! I called Mr. ****** and he rudely said that he could not help me and hung up the phone. I then contacted Green Mountain and was informed that I would have to contact my current provider to reverse the stoppage on my account because they could not.

Desired Settlement: I would like a phone call from someone high up in the company apologizing for the deceptive practice that transpired and to fix this problem and to vow for this not to happen to another consumer. The sales manager needs to be terminated and the BBB needs to make others aware so that others do not become victims of such deceptive practices that are being employed and the lack of professionalism when you call for assistance.

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing a switch request to GMEC for her service address at ***** ***** **** ****. 

History

On January 17, 2015, GMEC received an online enrollment request from Ms. ******* for service address ***** ***** **** **** ******** ****, TX ***** for the desired switch date of February 2, 2015.  Additionally, an enrollment confirmation email was sent to Ms. ******* at **********@aol.com which provided additional links to her terms of service agreement, EFL and “Your Rights As A Customer” document on the same date.   
 

On January 19, 2015, Ms. ******* contacted GMEC to dispute the switch request and requested to be reinstated with her previous electric service provider. The GMEC agent informed Ms. ******* the request was pending to complete. The GMEC agent submitted a switch cancelation request on behalf of Ms. ******* to cancel the pending switch request for February 2, 2015. 

Resolution

GMEC regrets any inconvenience these proceedings may have caused Ms. *******. On January 19, 2015, a request was processed to cancel Ms. *******’ pending switch originally scheduled for February 2, 2015.  Ms. ******* will not have electric service provided by GMEC.  Additionally, corrective measures have been taken to prevent this situation from reoccurring.

On January 20, 2015, a GMEC agent spoke with Ms. ******* to advise of the steps taken to correct the issue.


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. 


***** ****
Customer Support
###-###-####

 

Consumer Response: Complaint: ********

I am rejecting this response because:

The synopisis of what occured is quite misleading. It is written in a way indicating that I submitted an online request for services and then changed my mind. I did not send in an online request for services. I met a sales manager at the Houston Marathon Expo and discussed the possibility of me switching to Green Mountain Energy. I provided my information thinking that I would get email information only to find out that I had been switched without prior consent and that my contract with my current energy provider was set to end in a few weeks. All this occurred without my consent. So yes, there was an online request for services but it was not initiated by me. It was initiated by the sales manager without my consent and when I called to discuss my concerns, he rudely told me that he could not helped me and then he hung up on me.

I explained myself clearly to the manager who called concerning my initial complaint only to find out that she did not clearly state what had actually occurred. It must be noted that the SALES MANAGER submitted the online request for services AND put in request to end my contract with my current provider WITHOUT my consent and RUDELY brushed me off and HUNG UP when I called.


Regards,

***** ******* *******

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted them on 11/6/2014 for a connection to be provided in the apartment I was going to rent. I provided everything they asked for and I have an email acknowledgement of the same. The very next day I didn't even contact them but I got an email saying your enrollment is complete. I was under impression that connection has been established and I was able to setup my account on their site using the account number they provided on 11/23/2014. I provided the same account number to my property manager when I leased my apartment. On 12/10/2014 I was trying to login to check my bill and usage but I was not able to login and I was not even getting any specific error message so I emailed their customer service asking for help, that is when they replied saying that my enrollment has expired because I didn't provide some details. I called them again to check what info is missing but they didn't had any specific reason and just said we needed some info. I forwarded them the same email that I sent on 11/6/2014 and this time they were able to setup my account on 12/11/2014. Since I didn't had my own electricity setup and I used property's electricity I was charged a fee over and above my actual usage. I called Green Mountain Energy to inform them and ask for a reimbursement of the amount I was charged as fee but they said we cant do anything because your enrollment has expired. I asked them, how would I know that they need info from me unless they ask for it and they said we do not have a policy of following up. Customer service was very poor, I had to repeat the same thing again and again only to hear that they cant do anything because enrollment expired on 12/10/2014. They didn't even contact me until I reached out to ask why am I not able to access my account. Customer service representative was talking to me as if I am crazy and asking for something illogical so I tried contacting their supervisor but it turned out to be another waste of time. I wasted around 90 minutes with them to reach the conclusion that I should not have called them.

Desired Settlement: I was expecting them to accept their mistake that they never informed me that the account was never setup and they are waiting for some details. If they would have at least accepted the mistake and said that they can reimburse me for the fee I was charged, I would have agreed but they all acted as if it was my mistake so they can't do anything here. I would expect them to apologize and do an adjustment on my bill for the hassle I have been through because of them.

Business Response:

Green Mountain Energy Company’s Response to BBB 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
Mr. ********* is requesting compensation due to an incomplete enrollment request for ***** **** **** ****** ****** ********* ****.
 
History
On November 7, 21014,   Mr. ********* contacted GMEC and agreed to enroll the electric service at ***** **** **** ****** ****** ********* **** effective November 7, 2014.  During Mr. *********’s enrollment, GMEC received a security notification from the credit bureau for Mr. *********’s account. The GMEC representative advised him of the security notification and requested that Mr. ********* fax a copy of his identification for review.
 
Mr. *********’s identification was not received and verified; therefore, his enrollment request expired on December 10, 2014.
 
On December 11, 2014, Mr. ********* contacted GMEC via email requesting log-in assistance with GMEC’s Online Account Management (OAM). The GMEC representative replied to Mr. *********’s inquiry, stating that he does not have service with GMEC and his enrollment request expired. Mr. ********* was advised to contact GMEC customer care to complete his enrollment request.
 
Later on December 11, 2014, Mr. ********* contacted GMEC and agreed to enroll the electric service at ***** **** **** ****** ****** ********* **** effective December 12, 2014. During Mr. *********’s enrollment, GMEC received a security notification from the credit bureau for Mr. *********’s account. The GMEC representative advised him of the security notification and requested that Mr. ********* fax a copy of his identification for review.
 
On December 12, 2014, Mr. *********’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. ********* 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. ********* that GMEC records do not reflect that that his identification was received and compensation will not be provided.
 
Resolution
GMEC 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 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. *********’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. 
 
******* ****
Customer Support

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had 3 electric accounts that had electric supply coming from green mountain. i had a 1 year contact on all 3 that expired on 11-5-14. i received a letter from green mountain dated 10/17/14 offering to continue my service. i called and found out that green mountain was no longer offering service to commercial accounts in my area. i spoke to ***. i sent green mountain an email on oct 22, 2014 advising them that i wanted to reject the renewal and terminate my contract with them. i received a bill for the period from nov.5 2014 - dec 9. 2014. green mountain is still listed as the supplier. i contacted green mountain again. now i was told by *** to contact con edison. i contacted con edison and was told by mr. nunez that the procedure is to contact the supplier first and they are supposed to contact con edison and terminate my contract. green mountain did not do this. mr. nunez told me that he could terminate my contracts with green mountain and he did. i am now disputing the enormous billing that green mountain is now charging me.

Desired Settlement: I want Green Mountan to terminate my contract retroactive to 11-5-14. I want a refund on the increased supply rates. I am due a refund of $685 to date. I expect another bill through Jan 8 , 2015 that Green Mountain needs to rate accurately.

Business Response:

 

January 13, 2015

Complaint No: ******** – *** ********

 

The following is Green Mountain Energy Company’s response to the above-referenced complaint received by the Better Business Bureau of Greater Austin.

 

Customer’s original complaint:  Ms. *** ******** states that Green Mountain Energy was the retail electric provider for three accounts/locations.  Ms. ******** said that the contract for the three businesses expired on November 5, 2014.  Ms. ******** mentioned that she received a renewal letter from GME dated October 17, 2014.  Ms. ******** reached out to Green Mountain Energy Customer Care in an effort to renew her contract and was advised by the CSR that GME would no longer be providing service to small businesses in her service area.  Ms. ******** sent an email to Green Mountain indicating that she wanted to terminate her contract, effective at the end of her contract.  The customer called GME Customer Care a second time and was advised that she needed to contact ConEdison, the utility company in New York.  The client was advised by the representative at ConEdison that the energy supplier was responsible for letting the utility company know when a customer wished to terminate, but the ConEdison employee submitted the change order on the customer’s behalf.  Ms. ******** is requesting a refund of the difference between the original contracted rate per kWh and the Market Rate that she was charged beginning at the end of the fixed-price contract.

 

Details of the company’s original investigation: Green Mountain Energy has thoroughly investigated Ms. *** ********’s complaint and based upon our findings, Ms. ******** is correct that her contract came to an end November 5, 2014.  Additionally, a renewal notice was sent to the customer in October.  Unfortunately, the CSR that Ms. ******** miss-spoke and as a result Ms. ********’s fixed rate changed to the prevailing Market Rate upon the termination of her original contract.  The correct action would have been that Green Mountain Energy contacted ConEdison through a Market transaction that the customer was switching away from Green Mountain and back to ConEdison.

 

Due to the fact that an error occurred on the part of a Green Mountain Energy employee, GME has calculated a refund for Ms. ********, based upon the difference between the original contracted rate and the Market rate and a refund will be provided to Ms. ******** through a check.  We have attached a spreadsheet that outlines the credit amounts for each of the three meters. 

 

Company’s final position to the customer:  Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ********.  Green Mountain Energy will be issuing a refund check to Ms. ******** in the amount of $590.46. 

 

Sincerely, 

**** ***

****** ********** ******** ********** **********

Green Mountain Energy Company

###-###-#### Fax

Email: ********@greenmountain.com

 

 

 

Consumer Response: Better Business Bureau:

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

Regards,

*** ********

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Green Mountain Energy on March 10th 2014 for a 6 month contract which included a $100.00 gift card offer. I mailed the gift card form to Green Mountain twice. I spoke with several people in customer service to mail me the $100.00 gift card. On 10/21/14, I spoke with supervisor named *****, who assured me she will look into my gift card status and give me a call back, but i never received a call back nor the gift card. The gift card offer requires me to me in active status, so I have been stuck with Green Mountain in hopes of receiving the gift card, plus they are now charging me at a variable rate since the 6 month contract on fixed rate has ran out. Please register a formal complaint against Green Mountain on my behalf. Thanks, ***** ***** A/C # ********** on my behalf.

Desired Settlement: I want to receive my $100.00 gift card as per the contract. Additionally, I have been stuck paying higher amounts every month due to conversion from fixed rate to variable rate after the 6 month of service contract. Additionally, I want to get compensation for mental anguish of dealing with unprofessional representative and supervisors, who gave me run-around for months!

Business Response:

Green Mountain Energy Company’s Response to BBB 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 disputing the timeframe to receive a $100.00 gift card for his electric service account at **** ***** ***** ****.

History
On 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 6 price plan consists of an energy charge of $0.060440 per kWh, $5.95 monthly base charge, and $3.05 advance metering charge.  The term of this price plan is 6 months with a $150.00 early cancellation fee.  During the online enrollment, an email was sent to *********@YAHOO.COM which included links to the $100.00 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 September
1, 2014 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 response. At that time, an investigation was submitted requesting the status of the $100.00 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 incentive.

On 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.

Resolution
GMEC apologizes for any miscommunication or confusion these proceedings may have caused.  As previously stated, GMEC does provide with $100.00 gift card for enrolling in new electric service under the available plan of the Green Mountain Energy Company Pollution Free Smart 6 plan.  GMEC's records indicate that verification of the gift card was delivered to Ms. ***** on October 16, 2014 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 $100.00 gift card promotion state that the customer would need have active service for 90 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 90 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 6 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 8 a.m. to 5 p.m. 

**** *********
Customer Support
###-###-####


Consumer Response: Complaint: ********

I am rejecting this response because:Complaint: ********

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 BBB 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,

***** *****


Regards,

***** *****

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First several months rate was $0.064/kwh. November was $0.083/kwh NOW $0.107/kwh, A 59.8% INCREASE, COMED HAS BEEN STEADY AT ABOUT $0.074.

Desired Settlement: Equal to Com ED Rate at the time

Business Response: 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 complaint. Upon receiving this complaint, Green Mountain attempted to contact Mr. ******** on December 23, 30, and 31, 2014. 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)

1/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On or about December 26, 2014 a gentleman by the name of ***** ****** knocked on our house to tell us about electric services, I am disable, my husband has dementia/parkisons, and our disable daughter who had brain surgery were involvuntary changed over to Green Mountain Energy Company. Our adult daughters have all mental and financial power of attorneys on both my husband, our daughter and myself. We were not informed that by listening to Mr. ****** we were consenting to be changed from our current electric provider. There is a law for persons or companies that take advantage of the elderly.

Desired Settlement: STOP THE HIGH PRESSURE ON THE ELDERLY! Our daughters are having a difficult time trying to changed us back to our orginal electric providers. We will not pay a termination fee, when we did not authorize a change to our electric company.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ***** states that the electric service account at **** **** ****** *****e was switched to GMEC without authorization.
 
History
On December 26, 2014, Mr. ***** via a GMEC door to door sales agent contacted GMEC and agreed to enroll his electric service account at **** **** ****** *****e to GMEC effective December 29, 2014.  Mr. ***** 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. *****’s daughter ******* ****** contacted GMEC on behalf of Mr. ***** requesting that GMEC reinstate the electric service account with the previous retail electric provider (REP). At that time, Mr. ***** provided authorization to discuss his account with Ms. ******.  The GMEC representative advised Ms. ****** 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. ****** 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 **** **** ****** *****e was being closed out of Mr. *****’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.
 
Resolution
GMEC 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 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. 
 
******* ****
Customer Support
###-###-####
 
 

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

1/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/02/2014 I made a full payment of $78.01. The web site showed no money is due. On 12/15/2014 I received email from Green Mountain Energy with Costs to Date: $2 and Projected Bill: $51 - $59 Three days later, on 12/16/2014 I received an email from Green Mountain Energy with $177.02 due by 01/02/2015 One day later, on 12/17/2014 I received an email from Green Mountain Energy saying $196.06 is due by 01/02/2015 How possibly could my bill be $2 on December 15, and jump to $177 next day, and then to $196 the very next day? They say the $177 is due for service in November, but why it wasn't billed on December 2, when I made a full payment? This amount wasn't shown on their web site - and it used to show projection for the next period. And why did I receive on December 15.2014 an email telling me amount due to date is $2? How did this amount change from $2 to $177.02 just in one day, and then to $196.06 the very next day? Tip: my guess is, this is because I moved the service on December 15. As I said, at this day I owed $2. The next day Green Mountain added some old bill from the previous tenants, to my bill. This is the only way I can explain how my bill jumped from $2 to $177.02 in just one day.

Desired Settlement: I'd like Green Mountain Energy to double check the facts, and revise my bill.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr* ********* is disputing the invoiced balance for his electric service account at **** ******* ****** ***** ********* ****.
 
History
On November 14, 2014, an invoice for $78.01 was sent for the billing period of October 14, 2014 through November 11, 2014 with Current Charges of $78.01.
 
On December 2, 2014, a one-time bank draft payment of $78.01 was posted to the account.
 
On December 9, 2014, Mr* ********* contacted GMEC and requested to transfer his electric service account from **** ******* ****** ***** **** effective December 15, 2014 to **** ******* ****** ***** **** effective December 15, 2014 and his request was processed.
 
On December 16, 2014, an invoice for $177.02 was sent for the billing period of November 12, 2014 through December 12, 2014 with Current Charges of $177.02.
 
On December 17, 2014, a final invoice was sent for the billing period of December 12, 2014 through December 15, 2014 with a Balance Forward of $177.02 and Current Charges of $19.04.
 
Later on December 17, 2014, Mr* ********* contacted GMEC for an explanation of the account balance. The GMEC representative provided Mr* ********* with an explanation of his billing and charges.
 
Resolution
GMEC 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 Service. At this time no adjustments 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. 
 
******* ****
Customer Support
###-###-####
 

1/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Among many issues with dealing with this company, upon closing my account I was charged $311.37 extra. I spent a total of roughly 6-7 hours on the phone with them over the course of 3 months trying to figure out the origin of this charge. I spoke with a supervisor in the Customer Service department in mid-November that included a step-by-step walk through of each payment I have made. Based on that, it appeared that I had actually overpaid $6. When this was realized, I told her they can keep the $6 so long as they clear this extra charge that no one knew its origin. When I said this she said "oh, yes sir. I'm sorry we have made this mistake. I will take care of it." I had someone with me listening to this call to verify what had happened. A month later I received a call from Green Mountain Energy asking me to call. I spent 40 minutes on the phone and it ended with another "supervisor" telling me they had no record of a call with me since October 11th (I work offshore and I was not even in the United States on this date). He said they could not take this charge off my account and that it was overdue. I am not accusing them of deleting this proof againt them, I am simply upset with the pure incompetence with which this company operates. I will go out of my way to never work with them again. I think that their business practices need to be brought to light.

Desired Settlement: I hope that this this company can either change its ways for their current and future customers (not me) or that potential customers can see what they are faced with before dealing with Green Mountain Energy as a service provider. Ideally, I would like to be refunded this $311.37 that I paid on my account without explanation. I had to pay it after months of making no headway on taking it off of my bill so that my credit would not be harmed by this random charge.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******* is disputing the write off balance due for his electric service account at **** ***** ******* ********* ****.
 
History
On 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 **** ***** ******* ********* **** was being closed out of Mr. *******’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. ******* 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. *******’s account; therefore, the account balance was referred to a collection agency on December 17, 2014.
 
GMEC received multiple calls from Mr. ******* from December 18, 2014 through December 19, 2014, the GMEC representatives provided Mr. ******* 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.
 
Resolution
GMEC 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 Service. At this time no adjustments are warranted.
 
Mr. *******’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. 
 
******* ****
Customer Support
************
 

12/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my new bill for December in the amount of $80.44 and for the previous month my bill was $18.15. I reside by myself in a one bedroom apartment and there is no no possible way I consumed that much electricity. I immediately contacted customer service and I was told that its due to Texas taxes. The representative was very rude and unprofessional with handling my concerns.

Desired Settlement: I would love to have my bill adjusted for the correct amount of electricity I used which should be no more than $50.00 for a one bedroom apartment.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ***** is disputing the invoiced balance and reported usage for his electric service account at **** ******** ***** ********* ****
 
History
On 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. ***** disputing the December 8, 2014 invoice. The GMEC representatives provided Mr. ***** an explanation of the charges and billing and the contact number for Centerpoint Energy (CNP) to request a meter re-read.
 
Resolution
On December 24, 2014, a GMEC representative contacted Mr. ***** 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. 
 
******* ****
Customer Support
###-###-####

12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a payment of $2800 to Green Mountain Energy. I am not a customer any more since 2010.

Desired Settlement: They can not find that I made a payment of $2800 and will not refund the amount

Business Response: Green Mountain Energy Company’s Response to BBB 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 $2,800.00 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 $2,800.00 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** *********
Customer Support
###-###-####

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I spoke with 7-8 representative, lost count of them. 2 months ago my service was transferred due to misinformation with a sales agent. I was advised I would be receiving a quote if I provided my email and personal information. He advised me after 3 days if I didn't call back the account would cancel itself and I could just continue my service as usual, I advised him I was still on a 2 year contract with Ambit energy and he told me if I switched I would receive a voucher to 'pay' for the $200 cancellation fee with my previous company (ambit energy). I called customer service 4 days to cancel the transaction but it was to late the transfer was complete without my knowledge. I asked about the $200 credit and a supervisor laughed telling that it doesn't exist, she later advised me that there is a $200 voucher/credit that is given to be used at Green Mountain energy's ONLINE STORE to purchase energy efficient light bulbs, fans, etc. I did not pursue further information as she was rude and mocking; I, also, was just to upset. I called the sales rep. ****** and he provided a few numbers one being his managers. His manager Aaron was able to gather some information on how I could receive the credit. He provided the fax number ###-###-#### and email ******@*************.com I sent my information and have not received a response, now no one seems to know about that offer despite the confirmation of a supervisor that advised me there is a $200 credit for ******************y.com *****.

Desired Settlement: Would like ************* energy to better inform employees on ****** that are being pitched to potential customers and to learn how to work as a team.

Business Response: Green Mountain Energy Company’s Response to BBB 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 to receive a $200.00 gift card promotional incentive promised to her for enrollment at her electric service address of ***** ******* ****. 
 
History
On October 8, 2014, Ms. ******* agreed to switch her electric service at ***** ******* ****.  Our records show that Ms. ******* agreed to enroll in the Green Mountain Energy Company Pollution Free Connect Reliable rate plan. The term of this plan is 12 months and it has a $200.00 cancellation fee. Ms. ******* was also offered a Power Perks gift card of $200.00. Ms. ******* was provided with her terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of the online enrollment. Additionally, an enrollment confirmation email was sent to Ms. ******* at *********@GMAIL.COM provided additional links to her terms of service agreement, EFL and “Your Rights as a Customer” document.  Ms. *******’s switch completed on 10/09/2014.
 
On October 13, 2014, Ms. ******* contacted GMEC regarding the status of her promotional incentive.  The GMEC representative incorrectly informed Ms. ******* that the account was not eligible for a promotional incentive. Ms. ******* requested to speak with a supervisor and her call was connected. The GMEC supervisor informed Ms. ******* that GMEC is not responsible for cancellation fees from a previous provider and incorrectly informed Ms. ******* that the account is not eligible for the promotional incentive.
 
On December 3, 2014, Ms. ******* contacted GMEC to dispute not receiving a $200.00 gift card promotional incentive for enrollment of her electric service account at ***** ******* ****.  At that time, the GMEC representative processed a request to investigate Ms. *******’s account.
 
Resolution
GMEC regrets any inconvenience or confusion we may have caused Ms. *******.  On December 11, 2014, GMEC emailed Ms. ******* the $200 Power Perks gift card to *********@GMAIL.COM.
 
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. 
 
******* ****
Customer Support
###-###-####

12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: You are unable to call in and ask for an extension because they will deny you and not let you know. the also charge 20.00 to send out a late notice and 30.00 for a disconnect notice. I DO NOT recommend using this company if you do not have to. They run the most unethical business I have ever dealt with.

Desired Settlement: Give my money back that you are charging for no reason.

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing fees assessed to her electric service account at ***** ****** **** **** ********* ****.
 
History
On September 25, 2014, an invoice for $45.11 was sent for the billing period of September 15, 2014 through September 23, 2014 with Current Charges of $45.11.
 
On October 20, 2014, a disconnection notice for $45.11 was sent due by October 30, 2014. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $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 as described in your contract
 
On October 24, 2014, an invoice for $138.40 was sent for the billing period of September 23, 2014 through October 22, 2014 with a Previous Amount Due of $45.11, Late Payment Penalty of $2.26, Disconnect Notice Fee of $20.00 and Current Charges of $71.03
 
Payment was not received by the October 30, 2014 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 $100.00 with a GMEC agent.  At that time, a reconnection request was sent to ONCOR.
 
On November 17, 2014, a disconnection notice for $38.40 was sent due by December 1, 2014. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $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 as described in your contract
 
On November 24, 2014, an invoice for $178.36 was sent for the billing period of October 22, 2014 through November 20, 2014 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 $78.04
Payment was not received by the December 1, 2014 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, 2014.   
 
On December 8, 2014, Ms. ******* contacted GMEC by phone and processed payment for $38.40 with a GMEC agent.  At that time, a reconnection request was sent to ONCOR.
 
Resolution
GMEC 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 $15.00 and a disconnect request fee of $25.00 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 below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because: ******* 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,

*** *******

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company for three of the past four months has received my payment and their system has not updated my pay information. I have been sent past due notices even though I have paid them. They have made me spend time getting information from my bank to prove that I have paid when they have already cashed my check. I have also spent my time on the phone speaking to supervisors when I have other things to do.

Business Response: Green Mountain Energy Company’s Response to BBB 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. ****** disputes timely posting of her payments for her electric service account at *** ****** ****.
 
History
On 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. ****** 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. ****** that the payment was not reflecting on her GMEC account. Ms. ****** requested to speak with a supervisor and her call was connected.  The GMEC supervisor submitted a request to review Ms. ******’s account and advised Ms. ****** to fax supporting documentation to research the payment. Ms. ****** 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. ******’s account.
 
On October 1, 2014, Ms. ****** contacted GMEC and requested to speak with a supervisor; at that time, the call was connected. Ms. ****** 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. ****** contacted GMEC for a status of her faxed supporting documentation to research the missing payment.  The GMEC representative advised Ms. ****** to allow 2 business days for processing of the supporting information.
 
On October 9, 2014, Ms. ****** contacted GMEC stating that a payment was sent on October 2, 2014.
The GMEC representative reviewed the account and advised Ms. ****** that the payment was not reflecting on her GMEC account. At that time a request was processed to review Mr. ******’s account. Ms. ****** 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. ****** contacted GMEC for a status of the review of her account. The GMEC representative advised Mr. ****** 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. ****** contacted GMEC to process a move out request for her electric service account at *** ****** ****. Ms. ****** 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.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******; however, a review of the account determined that Ms. ****** was invoiced in accordance with her Terms of Service.
 
GMEC’s Remittance Processing Department confirmed that the payments processed through Ms. ******’s financial institution’s bill pay service listed the wrong account number on the checks that were forwarded to GMEC.  Ms. ****** 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. ******’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. 
 
******* ****
Customer Support
###-###-#### 
 

11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've had service with Green Mountain from June 2011 - June 2013. According to Green Mountain I didn't have a fixed rate. I had a month to month service which caused my bill to continuously go up. I called to have my services ended on June 24, 2013 due to me moving. I was informed my bill was up to date. I never received another bill from them once I moved. I checked my credit report and see a charge of $563.00 reported to the credit bureau. I immediately call the collections company and they ask if I would like to pay. I respond no not sure what the charges are and why they are so high. I then call Green Mountain Energy to discuss and 1 representative tells me I didn't make a payment for the months of May and June. Which is not true because my services would have been turned off. I them ask for history of all the bills and they said they can only send me 12 months of consumption. I said fine as long as it shows my bills and the payment history. The representative then tells me it can be emailed to me. So I said okay but, in the meantime I would like to speak to a supervisor. She then transfers me to the supervisor. I explain everything to the supervisor she looks at my account and said the last payment was in May. But the previous person tells me April . So then the supervisor tells me I had a past due for the month of May and June. I made a payment in May do not sure how that was past due. Then the supervisor says they also billed me $249.93 in May another $159.39 in June then from June 12th - June 24th my move out date. which is only 12 days she said they charged me $153.47 plus tax which is $563. I was very confused on how I paid a payment in May but still had a past due for May and 2 payments for June. I then proceed to ask the supervisor for copies of the bills and payment history. I'm then asked to hold on. She comes back and says she asked her manager and the manager said she's not sure she can request that information all she can do is submit an email. During the time of me talking to the supervisor I get an email of 12 month consumption with only meter read and usage not sure how that explains the billing history or the payment history. At this point I'm upset they can't call someone to help get what I'm requesting. This has been submitted to my credit and it's charges that I don't agree with and for bills I never received to avoid this going on my credit. I need this to be resolved to what I really owe and then deleted off my credit.

Desired Settlement: Inform me the correct charges of June. There is no way 12 days of service should be $153.47 then once I get the correct balance for June allow me to pay what's owed and then delete this from my credit bureau to all 3 Experian, Equifax, and Transunion.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****** disputes the final invoiced charges for her electric service account at **** ****** ***** ********* *****.
 
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. ****** submitted an online request to process a move out request for electric service **** ****** ***** ********* *****. Ms. ****** requested to cancel service on June 24, 2013. A request to cancel service was processed effective June 24, 2013.
 
On June 24, 2013, Ms. ****** contacted a GMEC representative to inquire about cancelling the move out request for electric service at **** ****** ***** ********* *****. Ms. ****** 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. ****** declined to submit a new enrollment request.
 
On June 26, 2014, Ms. ****** contacted GMEC to confirm the move out request was processed for  electric service at **** ****** ***** ********* ***** . The GMEC representative advised Ms. ****** the service was cancelled effective June 24, 2013 and provided Ms. ****** the balance of $409.32. Additionally, the GMEC representative offered a deferred payment plan. Ms. ****** 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. ******.  A review of Ms. ******’s account confirmed that she was invoiced in accordance with her Terms of Service. 
 
At Ms. ******’s request, we have attached a statement of account.
 
As a one-time courtesy, GMEC will allow Ms. ****** 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 ************.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
 
 

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a happy customer of Green Mountain Energy all the way up until the end, at which point they very much changed my opinion of them and their business practices. I have always paid my bills on time (auto pay) and have been the perfect, no-problems customer. I recently had some significant medical bills come up that have caused substantial financial strain. For this reason, I've been diligently searching for every possible penny that can be saved. Looking into whether my electricity provider contract was up and whether I might find better rates elsewhere was one of the cost-savings options I was ready to explore. I logged on to my account at *********************** to see what my contract status was. Very plainly on my "My Electricity Plan" under "Products and Services" it stated that my contract expiration was 6/19/2014....as a matter of fact, when I log on right now it still says that as of this very moment. For this reason I thought I was well out of contract and was free to choose another provider, which I did in order to save just a few dollars per month. Much to my surprise, I discovered an "early contract termination fee" of $150 on my final bill. I immediately called Green Mountain on Monday morning to address this, fully expecting that they would resolve the issue. I made the change to another provider on November 4th. The Green Mountain representative said that my contract didn't actually expire until Nov. 17th...less than two weeks later. I explained that what he was telling me conflicted with what was displayed under my account information on THEIR website. His unsympathetic response was that the contract he was seeing on his end said something different, and essentially it didn't matter that everything in my account information on THEIR website conflicted with this. He refused to budge. I then asked to speak to his supervisor. The supervisor, ******, then said the very same thing....that nothing could be done. Again, I explained that the website said something different and again she was undeterred. She stated that I should have received something in the mail with my contract expiration date, and I explained that I had received no such thing. She then stated that my latest bill stated my contract expiration date. I immediately opened the PDF of my latest bill and asked her where in that bill it stated my contract expiration date. She told me where to look and I explained that it said nothing about a contract expiration date. She read off a paragraph on the bill she said she was looking at and I read off the same portion of the bill I was viewing which said something entirely different....to which she simply said, "well....the bill I have says something different". I then asked how it could be that my bill would say something different from the one she had on her end, to which she had no answer. I then offered to print, scan, and email to her my bill and a screenshot of my account summary as proof that my account summary gave a different contract expiration date and that my bill gave no information on the matter at all. She was unwilling to let me do so. I was stunned and asked how it could be that I should be held to a date that conflicted with the very information they provided me. She basically said "that's just how it is" and was unwilling to do anything about it. I then went on to explain that even if we were going by her expiration date of November 17th, that was only a few days away from when I changed service and that had I known that was the expiration date I certainly would've waited until then to do so; I also explained that I'd been a perfect customer and was now just asking for the removal of the fee as a matter of courtesy if for nothing else. Again, she stated she could not and would not reverse the fee. I then asked for her boss...thinking I'd eventually get up the chain far enough to get someone reasonable and helpful. She stated that her boss "******" was out on a business trip and that she had no idea what day she'd return. She also would not give me any phone number or email to reach her boss directly to follow up. In the end, she was completely unwilling to do anything and said she was going to "get off the phone now". I have every reason to believe that this phone call was recorded, and it is my hope that someone with the power and willingness to do so will review the phone call to corroborate my story. I am extremely disappointed at how Green Mountain chose to handle this (or not handle it). Rather than using common sense and decency in fairly resolving a simple issue with a customer with a great history, they chose to be cold, bureaucratic, and unwavering in their stance.

Desired Settlement: It is my hope that common sense and courtesy will prevail, and that a removal of this fee from my last bill will take place (or a refund if this is not resolved before the scheduled auto-payment takes place...which I will not attempt to stop).

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ****** is disputing the cancellation fee for his electric service account at ***** ****** ****** *****.
 
History
On July 1, 2014, Mr. ****** 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. ****** 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 **************.”
 
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 **************.”
 
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 **************.”
 
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 ***** ****** ****** ***** 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 ************** to learn more”
 
On November 10, 2014, Mr. ****** 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. ******’s account and improperly advised that the contract expiration date is November 1, 2014.   At this time, Mr. ****** requested to speak with a supervisor and his call was connected.  Mr. ****** 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. ****** 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. ******; however, a review of his account determined that Mr. ****** 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. ****** 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. 
 
******* ****                                                                                                                                                                 
Customer Support
************
 

Consumer Response: Better Business Bureau:

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

Regards,

**** ******

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all, I have filed this complaint against the Green Mountain Energy last Summer for failure to honor my instruction as being a deaf customer and contact me a month prior to contractual expiration, I read their response which was nothing of any relevant to the issue. I waited on you to get my further dispute. I have not done any disputation because you said you would send me further action to dispute. I am fully in disagreement with the Green Mountain Energy. The initial problem was that their policy states that I would get a contract renewal notice a month prior to expiration. I have never received it. I have made 2-3 calls in connection with the contractual renewal process. It has never been done anything. After that, they continued charging me 'without contractual rate,' which became 'month to month,' higher rate without notifying me for more than a year. I offered that I would be willing to pay the difference pertaining the special contractual rate, not the month to month rate. Thank you.

Desired Settlement: The desire is to have this balance retroacted, back to the initial contractual rate, and recalculate it with the special contractual rate, and make a difference pertaining the initial rate, and I would be willing to pay the difference. Thank you.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******** is disputing the price plan for his electric service at **** ********** *****.

History
June 11, 2010, Mr. ******** agreed to enroll the electric service at **** ********** ***** effective June 11, 2010.  Mr. ******** agreed to enroll on GMEC’s 100% Wind Reliable Rate plan at the average rate of 12.8 cents/kWh for 2000 kWh on a 12 month plan.  This plan is a fixed rate plan with a cancellation fee of $200.00 and began on the requested date of June 11, 2010.  Mr. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 11, 2010.

On September 20, 2010, Ms. ******** contacted GMEC on behalf of Mr. ******** requesting a lower rate plan. Ms. ******** agreed to enroll in GMEC’s Pollution Free Reliable Rate plan at the average rate of 11.8 cents/kWh for 2000 kWh on a 12 month term.   This plan is a fixed rate plan with a cancellation fee of $200.00.  Ms. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on September 20, 2010.

On August 15, 2011, a contract expiration notice (CEN) was sent to Mr. ******** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free plan at the average rate of 11.8 cents/kWh for 2000 kWh.  This would include an energy charge of 11.7210 cents/kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  The plan would be a month-to-month plan with no minimum contract term and no cancellation fee. The corresponding electricity facts label (EFL) was included with the notice.  The EFL includes the following:

Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Green Mountain. For information about the current price, you may call us at ###-###-####. 

An alternate price plan was not enrolled for Mr. ********’s account; therefore, the account transitioned to the GMEC’s Pollution Free Extend plan on September 30, 2011.

On July 6, 2012, Mr. ******** contacted GMEC and enrolled on the GMEC’s Pollution Free Simple 7 Plan at the average rate of 10.8 cents/kWh for 2000 kWh on a seven month term.  This plan is a fixed rate plan with a cancellation fee of $150.00.  Mr. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on July 6, 2012.

On January 9, 2013, a contract expiration notice (CEN) was sent to Mr. ******** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan at the average rate of 10.5 cents/kWh for 2000 kWh.  This would include an energy charge of 10.1260 cents/kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  The plan would be a month-to-month plan with no minimum contract term and no cancellation fee. The corresponding electricity facts label (EFL) was included with the notice.  The EFL includes the following:

Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Green Mountain. For information about the current price, you may call us at ###-###-####. 

Account records reflect that Mr. ********’s account # ******** migrated to GMEC’s new billing platform on February 26, 2014, establishing account # ******** with a balance of $116.93.

An alternate price plan was not enrolled for Mr. ********’s account; therefore, the account transitioned to the GMEC’s Pollution Free Extend plan on March 1, 2013.

On August 11, 2014, Mr. ******** contacted GMEC via a relay service to inquire on an invoice.  The GMEC agent advised that the account was on a variable price plan which has a variable energy charge and the usage had increased as well. Mr. ******** stated that he enrolled in a contracted fix rate plan in November of 2013.  The agent verified that a contract plan was not in effect for the account at the time and offered to set Mr. ******** onto a contracted fix rate plan.  The agent then requested verbal authorization to complete the price plan update to the account and stated that a request would be submitted for a written request to be issued. 

On August 13, 2014, Mr. ******** contacted GMEC via a relay service for a status of a price plan update to the account.  The agent reviewed the account and was able to complete the request by phone.   Mr. ******** updated the price plan on the account to the Pollution Free Loyalty Reliable Rate at the average rate of 11.3 cents/kWh for 2000 kWh on a 12 month term.  Mr. ******** requested to dispute the billed charges since the end of the previous contract for the account.

Resolution
GMEC apologizes for any confusion or miscommunication Mr. ******** may have experienced.  However, GMEC believes Mr. ******** was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly bills and we have honored the terms of his agreement.  As a result, no refunds or credit adjustments are warranted at this time.  Mr. ********’s account charges have been thoroughly reviewed and his billed rate and charges are correct. As in the past, at any time Mr. ******** could have contacted GMEC for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him.  Our records do show Mr. ******** did enroll in a GMEC contracted fix rate plan for the additional service address of **** ****** **** **** on November 4, 2013 and this address was attached to the same account number as the service address of **** ********** *****.

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. 

******* ****                                                                                                                                                 
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because: I have never received their letter related to a notice of contractual renewal a month prior to expiration. For the past 4 years, out of those years, only 2 notices were sent to me for the year of 2011 and 2012. I have not received notice for the year 2013. My record with them has been an excellent customer. Settlement is: go back to 2013 and recalculate the cost at the rate of 10, and make adjustment either refund or credit OR, I reject paying them the final bill. Thank you. 

Regards,

***** ********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal
 
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Mr. ********’s concerns regarding the price plan.
 
On January 9, 2013, GMEC sent Mr. ******** a contract expiration notification reminder letter stating his contracted rate was set to expire on February 13, 2013.  As stated in the notification, if Mr.******** preferred not to renew his contract, but wanted to continue service with GMEC, or did not contact GMEC, his service would automatically continue on a month-to-month variable rate plan product with no minimum contract term and no cancellation fee.  Mr. ********’s notification letter was sent to his address of record and no mail was returned due to being undeliverable.  GMEC cannot be responsible for any postal issue Mr. ******** may have experienced at the time.
 
GMEC has attached the Pollution Free variable rate plan EFL enclosed with the notification letter. 
 
GMEC regrets any inconvenience these proceedings may have caused MR. ********; however, at this time, no adjustments are warranted.
 
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. 
 
******* ****
Customer Support

Consumer Response: Complaint: ********

I am rejecting this response because: I have never seen this notice at all in year of 2013! You may check my other credit history with other companies such as gas, water, phone, TV cable, doctors, auto insurance, auto payments, home mortgage, and student loan and SSA bills,  any other company's bills and compare it with the green mountain! 

 
I will never pay the bill to the green mountain until they release my respect and honor back to me; and apologize for my suffer. 

Regards,

***** ********

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second time filing the same complaint with BBB against Green mountain energy. I had moved out of my apartment in April 2014. I had an over payment of $108 per the last invoice that was sent to me on May 2nd. I called Green Mountain Energy the next week after receiving the invoice to confirm when I would receive the over payment. They told me it would take any where from 10 t o 45 days. Really. ..45 days? I called again in June to confirm and the customer representative told me there was an error and the check was never sent. I had also confirmed my new address with them where the check needs to be sent and it was correct in their system. I called the 3rd time in August and they have told me the same thing about it taking 10 to 45 days. It has now been 6 months and I do NOT have my money. This is just ridiculous! And I am tired of calling them with no resolution. $108 is a lot of money for me. After filing a complinat the first time with BBB, I was contacted by a Mr. **** ********* who is a rep from Green mountain energy. He told me I would I have my money within a week and this issue would be resolved. I checked my mail a week later and nothing was in the mail from them. Checked it again two weeks later and still nothing. I then called and left a message for Mr. **** to contact me and told him I never did receive the check. I have still not heard back from him. This is a shame! Green mountain energy should be ashamed of themselves for withholding customers money. I not only need the $108 but I need it with interest!!! Still waiting for someone to contact me to resolve this issue. Billing name under: ***** ******** Act # **********

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing the time frame to receive a refund check for electric service at **** ******* **** #***.
 
History
On April 8, 2014, Ms. **** contacted GMEC to process a move out request for electric service at **** ******* **** #*** for the requested date of April 30, 2014.
 
On May 2, 2014, a final invoice for a credit balance of $108.35 was sent for the final billing period of April 11, 2014 through April 30, 2014 with a previous amount due of $83.45, payment and adjustments of -$233.49, and current electricity charges of $41.69.
 
On May 15, 2014, Ms. **** contacted GMEC to inquire on a credit balance for the account.  The representative verified that the amount was a credit balance and processed a request to issue a refund check.  The representative advised to allow ten business days for the processing of the refund.
 
On May 19, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ***.
 
On July 21, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account.  The representative reviewed the account and escalated the issue to research the missing refund check.  The GMEC representative advised that it could take up to 7-10 business days to re-issue the refund check.
 
On July 25, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ****.
 
On August 11, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account. The GMEC representative advised Ms. **** that the refund check was mailed on July 25, 2014.
 
On September 15, 2014, a GMEC representative contacted Ms. **** regarding her dispute of the timeframe to receive a refund check, the representative advised Ms. **** the outstanding check would be cancelled and a new refund check will be issued.
 
On September 18, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ****.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  GMEC’s records show that a refund check for $108.35 was issued out on July 25, 2014 and September 18, 2014 to the mailing address of **** ******* ** Apt **** as provided by Ms. ****. 
 
A request has been submitted to generate a new check for $108.35.  As requested, GMEC will overnight the check to the mailing address of **** ******* ** Apt ****.  Ms. **** 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.
 
******* ****
Customer Support
###-###-####

10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Green Mountain Energy service months before I moved into my new place. I must have went too fast or the system must have had a glitch but my service start up date was 7/11/2014 instead of 8/15/2014. I explained to Green Mountain on several occasions that I did not live at that residence and that I should not have to pay a bill that was not mine. I even sent them my leasing agreement to show them that I did not live there. Green Mountain DID NOT CARE!! Green Mountain said to me on several occassions and even having conducted their investigation, that although it may have been in error with me setting up my account online, it was still my mistake and I would have to pay the bill. Now here is the kicker. Another person resided in this apartment with a different electricity company so Green Mountain did provide any energy they only read the meter, if they even did that. Green Mountain prides themself on customer service and being an outstanding energy company but this is false. They are the worse energy company I have ever dealt with and if they would even look at my bill now that I have lived in this residence for two months they would see the difference but they DO NOT CARE at all, they just want their money even from someone who did not use their service. Now if this was their personal situation they would be more compassionate and understanding, but since it's not they read from a script and give scripted answers and that's when you speak to a supervisor. The actual customer service representatives have attitudes and are rude and have smart mouths. They treat you like you are trying to get over on them and with me that's not the case. The people they have working for customer service need to work for collections instead, that's how rude they are.

Desired Settlement: I would like an apology and my account credited, but since I know none of things will happen, I just want this to be a negative mark on their rating because this isn't right. And what if I was on a fixed income and couldn't afford to pay a bill that did not come from my usage? Green Mountain's reply would be Oh Well!

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing the service start date  for her electric service at **** ***** ***** ******* *** ********* ***.
 
History
On May 13, 2014, an online request was received to enroll Ms. ******’s electric service at **** ***** ***** ******* *** ********* *** effective July 11, 2014. Ms. ****** agreed to enroll in GMEC’s Pollution Free Apartment Community Program plan with an average price of 8.4¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a month to month plan and has a $0.00 early cancellation fee.  Our records indicate that an email confirmation was sent to Ms. ****** at **********************@YAHOO.COM on May 13, 2014.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL).  Additionally, the email included the Requested Start Date of July 11, 2014 and a message stating “p.s. If you need to change your service start date, please let us know at least two business days before your original start date or you may be charged for the electricity at your new home until we can process the change.”
 
On August 13, 2014, an invoice for $68.24 was sent for the billing period July 11, 2014 through August 11, 2014 with Current Electricity Charges of 68.24.
                                                                                             
Later on August 13, 2014, Ms. ****** contacted GMEC requesting to change her scheduled service start date to August 15, 2014. The GMEC representative advised Ms. ****** that service has been active since July 11, 2014; at that time, Ms. ****** requested to speak with a supervisor and her call was connected. The GMEC supervisor processed a request to investigate Ms. ******’s account.
 
On September 9, 2014, GMEC determined that Ms. ****** enrolled online for her electric service at **** ***** ***** ******* *** ********* *** with an effective date of July 11, 2014 and Ms. Croby is responsible for the electricity usage per the online agreement.
 
On September 12, 2014, an invoice for 184.17 was sent for the billing period August 11, 2014 through September 10, 2014 with a Balance Forward $68.24 and Current Electricity Charges of 115.93.
 
On September 25, 2014, a disconnection notice for $68.24 was sent due by October 6, 2014.
 
On October 9, 2014, a disconnection notice of $184.17 was sent due by October 20, 2014.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  A review of Ms. ******’s account confirmed that she was invoiced in accordance with her Terms of Service and EFL. 
 
As a courtesy, a credit of $64.64 will be applied to the account for the disputed usage period of July 11, 2014 through August 11, 2014.
 
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. 
 
******* ****
Customer Support
###-###-####
 

10/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently signed up with Green Mountain Energy at a booth at the State Fair of Texas. The lady there approached us . We told her we had solar panels and she explained the solar plan with Green Mountain. That they buy back the first 500 kilowatts of monthly production at retail price and afterwards at a wholesale rate. I like the plan so we signed up to transfer power from TXU power. I asked her if this was for the solar plan and she said she cannot sign up for the solar plan, but to call customer service and they will gladly change it over to the solar plan. So now I call in to get it on the solar plan and am told that it will be a $200..00 charge for changing the plan. Why wasn't I told this. After four calls to Green Mountain I spoke to a supervisor who said she would go ahead and put in the the right plan, but she could only send in a dispute for the $200.00 charge. I think the company either has untrained employees giving out false information, or they are lying. Why would anyone sign up for the plan if they knew they were immediately going to be charged an additional $200.00. It is frustrating contacting them do to the lack of knowledge from most of the phone staff. The supervisor was nice and knowledgeable but could only send in a dispute. Why was I not just put in the correct plan to begin with. Why wasn't I told it would be a $200 charge to get it on the plan I had asked about and was told about from Stephanie Hall the sales representative at the State Fair? I feel this is completely unfair and people should know what the company is doing to people.

Desired Settlement: To be refunded the $200.00 charge and an apology from the company for this.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******** disputes the price plan for his electric service at **** ********** ******
 
History
On October 9, 2014, an online request was received to enroll Mr. ********’s electric service at 3304 Brookshire Drive effective October 9, 2014.  Mr. ******** completed a switch request online for the Green Mountain Energy Company Pollution Free Water Saver 12 Connect plan with a Water EcoKit.  The term of this plan is 12 months and it has a $200.00 cancellation fee.  Mr. ******** was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ******** at **************@gmail.com  provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. ********’s enrollment completed October 9, 2014.
 
On October 16, 2014, Mr. ******** contacted a GMEC representative to dispute the price plan and requested to enroll in GMEC’s Renewable Rewards price plan. The GMEC representative advised Mr. ******** of the cancellation fee for enrolling in another price plan, Mr. ******** requested to speak with a supervisor and his call was connected. The GMEC supervisor processed a request to investigate Mr. ********’s account.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ******** may have experienced on his account. On October 17, 2014 a GMEC representative contacted Mr. ******** and he agreed change the price plan on the account to the Green Mountain Energy Company Renewable Rewards rate plan.  Through the Renewable Rewards© Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid. For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product. For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent. The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges. 
 
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. 
 
******* ****
Customer Support
###-###-####

10/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account Number: ********** I was solicited by a sales rep with Green Mountain Energy, He asked if we would be interested in a free thermostat (Ness Thermostat by Honey well) that he promised would lower our Electric Bill. afeter he looked at our past bills he told us we would never be charged a monthly bill has high has this. I told him we were listing our house and we would be moving he told us that was fine there were no contracts or early termination fees. We have sold our house and I paid the final bill and have proof of payment Green Mountain Energy is trying to collect a early termination fee and it states on there own paper work if you move there isn't any contract or early termination charge. My address is **** ******* **** *** ***** ****

Desired Settlement: Remove any and all negative credit bureau collection accounts regarding this account Account Number: **********

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ****** is disputing an assessed early termination fee and collection activity associated with his electric service account at **** ****** *** ******
 
History
On February 27, 2014, a GMEC door to door representative contacted Mr. ****** and he agreed to switch his electric service at **** ****** *** ***** effective the next scheduled meter read date.  Mr. ****** enrolled on the GMEC Pollution Free Efficient plan with a NEST thermostat promotional incentive.  The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ****** was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the door to door representative on February 27, 2014.  Mr. ******’s switch completed on February 28, 2014.
 
On March 20, 2014, an invoice for $79.72 was sent for the billing period February 28, 2014 through March 18, 2014 with Current Electricity Charges of $79.72
 
On April 17, 2014, Mr. ****** contacted Green Mountain Energy Company (GMEC) via email to advise that the incentive of the Nest thermostat for the plan that was enrolled for of the Green Mountain Energy's Pollution Free Efficient with the Nest Thermostat was not received.
 
Later on April 17, 2014, a GMEC email support representative contacted Mr. ****** via email to advise that he is enrolled in Green Mountain Energy's Pollution Free Efficient with the Nest Thermostat. The thermostat will be shipped within 45 days of the service activation date and shipping information will be received via email after the thermostat is shipped.
 
On April 21, 2014, an invoice for $158.22 was sent for the billing period March 18, 2014 through April 17, 2014 with Current Electricity Charges of $158.22.
 
On May 12, 2014, a disconnection notice for 158.22 was sent due by May 22, 2014.
 
On May 21, 2014, an invoice for 223.02 was sent for the billing period April 17, 2014 through May 19, 2014 with Late Payment Penalty of $7.91, Disconnection Notice Fee of $20.00 and Current Electricity Charges of 203.22.
 
On May 26, 2014, GMEC received notification that the electric service account at **** ****** *** ***** was switching to another retail electric provider (REP) effective May 27, 2014.
 
On May 30, 2014 a final invoice of $591.69 was sent for the final billing period of May 19, 2014 through May 27, 2014 with a Previous Amount Due of $223.02, Early Termination Fee of $295.00 and Current Electricity Charges of $72.50.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ****** may have experienced on his account.  However, GMEC believes that the necessary actions taken were appropriate.  GMEC records do not reflect a contact from Mr. ****** to advise that he was discontinuing service due to the sale of his home.  GMEC sent a final invoice to Mr. ******’s service address and that balance was not satisfied; therefore, Mr. ******’s account was sent to collections. 
 
On October 24, 2014, a GMEC representative contacted Mr. ****** to advise that as a courtesy to resolve the matter GMEC has waived the $295.00 early termination fee.  Additionally, the balance has been recalled from the collection agency and negative information has been deleted.  A corrected final invoice will be sent for the final billing period of May 19, 2014 through May 27, 2014 and must be paid to avoid collection activity.
 
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. 
 
******* ****                                                                                                                                                                 
Customer Support
713-488-5497

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

10/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A payment was applied to an incorrect account number on 9/3/2014. Bank of America faxed over proof to Green Mountain Energy, showing that a payment was made on the incorrect account number, through Bank of America's online bill pay and proof of the correct account number, where the $100 payment should be applied to on 9/19/2014. I have called numerous of times and sent in several emails to ************@greenmountain.com, the accounts resolution department and no one has contacted me about this matter as of today.

Desired Settlement: I would like the money I sent to the incorrect account number, applied to my account.

Business Response: Green Mountain Energy Company’s Response to BBB 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. **** disputes a missing payment of $100.00 for her electric service at **** ***** *****.

History
On September 11, 2014, Ms. **** contacted a GMEC representative advising that she has posted a $100.00 payment to the incorrect account and requested that the representative transfer the payment to her account.  At that time, the GMEC representative processed an investigation to review Ms. ****s’s account. Ms. **** was provided a fax contact to provide proof of the payment posting.
 
On September 15, 2014, Ms. **** contacted a GMEC representative requesting the fax contact to GMEC’s payment processing department.
 
On September 17, 2014, Ms. **** contacted a GMEC representative for the status of the faxed information, and was advised to allow 24-48 business hours.
 
On September 23, 2014, Ms. **** contacted a GMEC representative requesting to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. **** that the investigation of her account is still under review.
 
On October 13, 2014, Ms. **** contacted a GMEC representative for the status of the investigation and was advised that her fax confirmation was not received and the investigation was closed. Additionally, the GMEC representative advised that the $100.00 payment had not posted to Ms. ****’s account.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. **** may have experienced on her account. 

On October 17, 2014, Ms. ****s’s payment of $100.00 was posted to her account.

As a courtesy, a $25.00 credit was applied to Ms. ****’s account for her customer experience.

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. 
 
******* ****
Customer Support
###-###-####

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i set up a deferred payment plan in aug.2014. i made my payment and made my payment in sept. now they are telling me this month i am defaulted and have given me several different reasons why. they tried to make me say on the phone that i was voluntarily defaulting on my agreement which i said no. i have been on the phone with them all day and they hung up on me . the last man that i spoke with was so so rude so i asked for another supervisor and i got someone. she listened to me a few minutes and hung up on me again. i have never received a letter from them stating my plan was defaulted. they are crooks

Desired Settlement: i would like for them to honor our agreement and not threaten me to be in default and start all over each month

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ******* disputes the deactivation of the deferred payment for her electric service at *** **** ***** ******.
 
History
On August 4, 2014, Ms. ******* contacted a GMEC requesting payment arrangements and agreed to set up a five month deferred payment plan for $383.06 with a down payment of $100.00 due by
August 25, 2014. Ms. ******* was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied. Confirmation of the deferred payment agreement was sent on August 5, 2014 and a switch-hold was placed on the account. Ms. ******* mentioned that she makes her payments on or around the 25th of each month and needs to make her payment at that time.  The GMEC representative improperly advised Ms. ******* that this option is available and processed a request to enroll Ms. *******’s account in GMEC’s Pick Your Due Date program.  Additionally, Ms. ******* agreed to enroll in GMEC’s Pollution Free Loyalty Smart 6 plan. This plan offers an Energy Charge of 10.3¢ per kWh, a Base Charge of $5.95 per billing and a transmission and distribution service provider (TDSP) advanced metering charge of $2.26 per month. The term of this plan is 6 months and it has a $150.00 early cancellation fee.  A terms of service agreement, EFL and a copy of the “Your Rights as a Customer” document was sent to Ms. ******* on August 5, 2014.
 
On August 5, 2014, a GMEC representative determined that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.

On August 26, 2014, a payment of $100.00 posted to Ms. *******’s account.

On August 28, 2014, an invoice for the amount of $379.81 was issued with a due date of September 15, 2014.  The invoice reflected usage from July 28, 2014 through August 26, 2014.  The amount included the deferred payment installment of $56.61 and current electricity charges of $323.20.

Full payment was not received by the September 15, 2014 invoice due date; therefore, Ms. *******’s account was removed from the deferred payment plan on September 17, 2014.

On September 25, 2014, Ms. ******* contacted a GMEC representative for an explanation of the balance. The GMEC representative provided the balance including the deferred amount and advised Ms. ******* that the balance due is 379.81.

On September 26, 2014, a payment of $395.97 posted to Ms. *******’s account.

On October 4, 2014, Ms. ******* contacted a GMEC representative for an explanation of the deactivation of the deferred payment plan.  The GMEC representative provided the information regarding the deactivation and offered to reset the deferred payment plan. Due to a system issue, the GMEC representative did not set up the deferred payment plan and offered to contact the customer at a later date to reset the deferred payment plan.
 
On October 6, 2014, multiple contacts were made by Ms. ******* for an explanation of the deactivation of the deferred payment plan and requests that GMEC comply the August 4, 2014 deferred payment plan. The GMEC representatives offered to reset the deferred payment plan, but advised that the amounts would not be the same and the balance amounts would have to be paid by the invoice due date. Ms. ******* declined all offers.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ******* may have experienced on her account.  GMEC’s Pick Your Due Date program allows for customers to choose a specific due date for their monthly billing; however, in order to be eligible for the program, certain regulatory requirements have to be met.  A review of Ms. *******’s account confirmed that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.

On October 9, 2014, a GMEC representative contacted Ms. ******* and she agreed to set up a five month deferred payment plan for $210.29 with a down payment of $52.57 due by October 25, 2014. Ms. ******* was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied. Confirmation of the deferred payment agreement was sent on October 9, 2014 and a switch-hold was placed on the account. Additionally, Ms. ******* was advised that she will be able to pay the monthly invoice on the 25th of each month and remain on the deferred payment plan.

As a courtesy, a request has been submitted to change Ms. *******’s invoice due date to the 25th of each month after the completion of the deferred payment plan agreement.

******* ****
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because:
first of all the statement is not completely accurate. I asked for a change of date of service back in feb. and there are other inaccuracies.
also the agreement sent to me by email was poor and I was unable to read any of it. I need a clear copy of the agreement in order to agree to it. thank you
Regards,

****** *******

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal

Green Mountain Energy Company (GMEC) understands Ms. *******’s concerns regarding the deferred payment agreement and due date change request.

GMEC has honored Ms. *******’s request to reinstate the previous deferred payment plan and change the due date of the billing to the 25th of each month.

We have attached a copy of the deferred payment plan agreement sent to Ms. ******* via email at **********@yahoo.com on October 9, 2014.

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 below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When my contract ended in April I switched electric providers. When I received my final bill I was surprised to see that my bill was double what it had been the previous month. I requested proof of the charges. The sent me the final bill again, so I called again and requested proof of where the charges came from. Again, they mailed me the final bill. This process repeated itself several times over the next few months. When they finally mailed me the document that I had requested it said that I had missed a payment. Even though I was certain that I paid it, I did so with a rebate card which had already been cut up and thrown away, I had no proof. Since I had no proof I didn't even bother to argue the matter with them. I spoke with a representative and told her that I would pay $25 dollars a month until it was paid off. She said that would be fine. She said nothing about it being reported on my credit. Today I went online to check my credit. I was shocked to see that they had turned my account over to a collection agency and that it was reported on my credit report as "unpaid". I called Green Mountain and was not allowed to talk to a supervisor until I got mad about it. The supervisor refuses to do anything about it unless I pay the full balance immediately. He is acting as though they did nothing wrong. Had I been able to talk to one competent person when this whole thing began they would already have all of their money. Also, the amount on my credit report is not correctly reflecting the payments that have already been made.

Desired Settlement: I want this taken off my credit report immediately.

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing is the collection process for the write off balance due for her electric service at **** ******** ******
 
History
On February 6, 2014, an invoice for $70.84 was sent for the billing period of January 8, 2014 through February 4, 2014 with current electricity charges of $70.84.
 
On March 4, 2014, a payment of $70.84 posted to Ms. ******’s account.
 
On March 7, 2014, an invoice for $68.40 was sent for the billing period of February 4, 2014 through March 5, 2014 with a late payment penalty of $3.51 and current electricity charges of $64.89.
 
On April 9, 2014, an invoice for $144.56 was sent for the billing period of March 5, 2014 through April 7, 2014 with a previous amount due of $68.40, late payment penalty of $3.24 and current electricity charges of $72.92.
 
On April 14, 2014, GMEC received notification that the electric service at **** ******** ***** was switching to another retail electric provider (REP) effective April 14, 2014.
 
On April 16, 2014, a final invoice for $166.48 was sent for the billing period of April 7, 2014 through April 14, 2014 with a previous amount due of $144.56 and current electricity charges of $21.92.
 
On May 22, 2014, a final notice for $166.48 was sent to Ms. ****** advising “Our records indicate that 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.”
 
Payment did not post to Ms. ******’s account; therefore, the outstanding balance of $166.48 was referred to a third party collections agency on July 6, 2014. 
 
On July 17, 2014, Ms. ****** contacted a GMEC representative for an explanation of her bill and to dispute the account referral to collections.  The GMEC representative provided an explanation of the invoice and submitted a request to mail duplicate invoices for confirmation of the balance.
 
On August 12, 2014, Ms. ****** contacted a GMEC representative to advise that she will make payments of $25.00 monthly until the amount is paid in full. The GMEC representative improperly informed Ms. ****** that this option is available and processed a credit card payment of $25.00.
 
On September 23, 2014, Ms. ****** contacted a GMEC representative and processed a credit card payment of $25.00.
 
On October 6, 2014, Ms. ****** contacted GMEC to dispute being referred to collections, requesting to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. ****** that the balance will be removed from collections after the balance is paid in full.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ****** may have experienced on her account.  A review of Ms. ******’s August 12, 2014 contact determined that the GMEC representative improperly informed Ms. ****** that she can make monthly payments of $25.00 until the balance is paid in full. The GMEC representative did not inform Ms. ****** that to protect her credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.
 
On October 9, 2014, a request was submitted for the balance of $116.48 to be recalled from the collection agency with the request to delete any negative information reported.
 
On October 10, 2014, GMEC received confirmation that the account has been recalled from the collection agency with the request to delete any negative information reported.
 
On October 13, 2014, a GMEC representative contacted Ms. ****** to advise that she can continue to make monthly payments of $25.00 until February 2015. Additionally, the balance has been recalled from the collection agency and negative information has been deleted.
 
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. 
 
******* ****
Customer Support
###-###-####

10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bills are higher and higher. I called spoke to a lady named ****** she basicly said they can charge what they want. I needed to get a plan and they could gaurantee me a low rate.I asked to speak with a suervisor she came on the line her name ********** i explain the same she basicly said it is what it is. i told her i got no notices of any kind telling me that the rate was/can change or that my time frame was coming up if i wanted to be on a low rate plan. Thats a rip off. i went from 9.9 to 15.4 without notice.I am changing service. they wouldnt give me a loyalty discount they only where concerned about me signing up again .this lady hung up on me when i mentioned a complaint was coming.

Desired Settlement: i would like half of the bill refunded due to no warning or attempt to contact to lock in lower rate.

Business Response: Green Mountain Energy Company’s Response to BBB 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. ***** disputes the invoiced charges for her electric service at **** ******* ******
 
History
June 18, 2013, Ms. ***** agreed to enroll the electric service at **** ******* ***** effective June 18, 2013.  Ms. ***** agreed to enroll on GMEC’s Pollution Free plan at the average rate of 9.9 cents/kWh for 2000 kWh on a month to month term.  The price plan is a variable price plan with no cancellation fee and began on the requested date of June 18, 2013.  Ms. ***** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 20, 2013.
 
Ms. ***** was invoiced on GMEC’s Pollution Free plan from June 2013 through September 2014. There have been multiple increases to the Energy Charge from October 2013 through August 2014. The most recent increase was effective August 1, 2014 and was increased to 15.2¢ per kWh.
 
On September 29, 2014, Ms. ***** contacted a GMEC representative for an explanation of her bill. The GMEC representative reviewed the account and determined that the account was on a month to month price plan and offered alternate price plans. Ms. ***** declined, stating that she did not receive notice that the account was on a month to month price plan and requested that the GMEC representative decrease the invoice amount. The GMEC representative advised Ms. ***** that the invoice amount could not be decreased. Ms. ***** requested to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. ***** that the current invoice will remain the same and offered alternate price plans; however, Ms. ***** declined.
 
On October 6, 2014, a notification was received that the electric service account at **** ******* ***** was switching to another retail electric provider (REP) effective October 9, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *****.  After a thorough review of account, it has been determined that Ms. *****’s account has been invoiced correctly based upon the terms and conditions disclosed on the EFL.  
 
The Green Mountain Energy Company Pollution Free Product is a variable price product.  This product does not have a contract expiration date, and it is a month to month variable rate/pricing plan.  As stated on Ms. *****’s  EFL, except for price changes allowed by law or regulatory action, this price (the price at the time of enrollment) is the price that will be applied during her first billing cycle; this price may change in subsequent months at the sole discretion of GMEC.  In addition, prior to the rate increase, Ms. *****’s product details were noted and explained in the following bill message:  If you are on a variable 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/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.
 
At this time no adjustments 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. 
 
 
******* ****
Customer Support
###-###-####

10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My $200 deposit wasnt applied correctly. I've called to Green Mountain to correct, and they're collection office hasnt helped either I previously lived at ***** ****** ******* *** *** Dallas Tx *****, my account number was #******** . On October 17,2013. A payment in the amount of $140.34 was paid on my account. I moved out of the resident at the end of the month (October 2013). I made Green Mountain aware, that I would no longer need services. I was not on a contract at the time. The representative informed me that my deposit of $200 would be applied to any remaining bill that needed to be paid. I begin to receive correspondence from Green Mountain at my new residency. When I called to discuss, about the deposit. Green Mountain immediately said they had turned my account over to collection. I called the collections number, and they begin to the point the finger back at Green Mountain and said that any amount that I now owed was supposed to include total amount due minus the deposit. Which apparently was $400. I had NEVER paid anywhere close to $400 in the 3 years I had Green Mountain. Why would I be led to believe that my account was $400? It makes no sense. I have requested a validation of debt from their collection agency weeks ago, I have yet to receive anything. I have requested a breakdown of my final bill, and no one can produce it. I honestly, loved Green Mountain services, and wanted to switch back to them, but this deposit situation has had me have a change of heart.

Desired Settlement: I do not want anything against my credit from Green Mountain. I am requesting that Green Mountain apply my $200 deposit correctly against my final bill that would have generated after my move out date of October 13.

Business Response: Green Mountain Energy Company’s Response to BBB 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 validation of the final balance for her electric service at ***** ****** ******* **** ***.

History
On July 23, 2010, Ms. ******** contacted GMEC and agreed to enroll her electric service at ***** ****** ******* **** *** effective July 28, 2010.  A security deposit for $150.00 was requested to complete Ms. ********’s enrollment request.  Ms. ******** processed a payment of $150.00 for the deposit amount.

On October 30, 2013, Ms. ******** contacted a GMEC representative to process a move out request for electric service ***** ****** ******* **** ***. Ms. ******** was advised the soonest date to cancel service is November 2, 2013. A request to cancel service was processed effective November 2, 2013.

On November 6, 2013, a final invoice of $205.28 was sent for the final billing period of October 31, 2013 through November 1, 2014 with a Previous Amount Due of $351.12, Deposit Refund Credit of $154.71 and Current Electricity Charges of $8.72.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********.  GMEC’s records show that the deposit amount of $150.00 was refunded to Ms. ******** on her final bill. At this time, no adjustments are warranted.

At Ms. ********’s request, the final bill has been attached for her review. 

Multiple attempts to contact Ms. ******** regarding her concerns were unsuccessful; however, voice messages have been left providing my contact number.

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. 

******* ****
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because I made a payment on 10/17/2013 in the amount of $140.34. I need to know when Green Mountain is reflecting my last payment date & for what month?

Regards,

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Complaint Information

Complaint ID: ******** Filed with: BBB
1005 La Posada Drive
Austin, TX 78752 
Phone: (512) 445-2911 
Email: info@austin.bbb.org
URL: http://www.centraltx.bbb.org

Date Filed: 9/28/2014

Consumer Information

Name: Latoya ********

Address: 2016 Pinenut Drive
Mesquite, TX 75181

Daytime Phone: (555) 555-5555

Evening Phone: None Provided

Fax: None Provided

Email: latoyacharlise@yahoo.com

Business Information

Business Name: Green Mountain Energy Company

Address: PO Box 689008 
Austin, TX 78768

Phone: (866) 785-4668

Complaint Details

My $200 deposit wasnt applied correctly. I've called to Green Mountain to correct, and they're collection office hasnt helped either I previously lived at ***** ****** ******* *** *** Dallas Tx *****, my account number was #******** . On October 17,2013. A payment in the amount of $140.34 was paid on my account. I moved out of the resident at the end of the month (October 2013). I made Green Mountain aware, that I would no longer need services. I was not on a contract at the time. The representative informed me that my deposit of $200 would be applied to any remaining bill that needed to be paid. I begin to receive correspondence from Green Mountain at my new residency. When I called to discuss, about the deposit. Green Mountain immediately said they had turned my account over to collection. I called the collections number, and they begin to the point the finger back at Green Mountain and said that any amount that I now owed was supposed to include total amount due minus the deposit. Which apparently was $400. I had NEVER paid anywhere close to $400 in the 3 years I had Green Mountain. Why would I be led to believe that my account was $400? It makes no sense. I have requested a validation of debt from their collection agency weeks ago, I have yet to receive anything. I have requested a breakdown of my final bill, and no one can produce it. I honestly, loved Green Mountain services, and wanted to switch back to them, but this deposit situation has had me have a change of heart.

Desired Outcome/Settlement

Desired Settlement: Other (requires explanation)I do not want anything against my credit from Green Mountain. I am requesting that Green Mountain apply my $200 deposit correctly against my final bill that would have generated after my move out date of October 13.

Complaint Details

Nature of Complaint: Customer Service Issues

Date Problem Occured: Not Provided

Date(s) Complained: Not Provided

Purchase Date: Not Provided

Salesperson: Not Provided

Complaint Details (cont.)

Product/Service: Not Provided

Model #: Not Provided

Account #: Not Provided

Order #: Not Provided

Purchase Price: Not Provided

Payment: No Money Order

Disputed Amount: 200.0000

Attached/Related File(s) Date

L. ******** Final Invoice.pdf 10/06/2014

L. ******** Final Invoice.pdf 10/06/2014

  From To Subject Date Sent

click to view Message received from the business about your complaint 10/6/2014

click to view Respond to Complaint 10/6/2014

click to view Complaint has been sent to the business 9/29/2014

 Latoya ********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. ********.
 
Attached is the Statement of Account confirming the debits and credits/payments applied January 2013 through November 2013.  Additionally, we have attached the invoice sent following the October 17, 2013 payment of $140.34.
 
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. 
 
 
******* ****
Customer Support
###-###-####
 
 

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A Green Mtn Energy rep (***** *******) came to our door to switch our service. He said we would receive $150 check, free weekends, and the month of August for free. He even reviewed our current bill with ***** ****** to verify that his plan would save us money. He stated that even though our price per kilowatt would increase, the free weekends would offset the cost and he also stated there are no additional electric delivery changes on top of the kilowatt price. He stated the price is fixed for 24 months at 11.9 cents per kilowatt. When Mr. ******* called the phone rep to confirm the plan, the phone rep got on the line w/ me and rattled through a bunch of legal jargon. At the end of the call, I had not heard anything about the free month Mr. ******* had told me I would get with this promotion. So, I asked about it. The phone representative said there is a $150 incentive on this promotion. Clearly confused, I began asking the Green Mountain rep in front of me about the free month of Aug. Mr. ******* advised me to give him the phone to clear it up. I handed over MY cell phone and Mr. ******* repeated the promotion code and mumbled to the phone representative that the promotion code should include $150 incentive and a free month. Only hearing one side of the recorded call, Mr. ******* seems to be clearing up the confusion and getting it handled. This was not the case when we recv our 1st bill-contacted Green Mtn and they will not work with us. Recorded call even proves scam. Product_Or_Service: electric utility Order_Number: ************ Account_Number: ********-*

Desired Settlement: DesiredSettlementID: Refund The desired settlement is:1) Green Mtn to waive the early termination fee2) Green Mtn to issue an account credit for the ridiculously high "Oncor Electric Delivery Charges" since the door-to-door rep specifically said there were no additional charges except the 11.9 cents per kilowatt.3) Honor the $150 incentive that was applied to our final bill4. Waive all charged incurred from August 1-August 31 since the door-to-door rep said the month of August would be free

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******* states that a GMEC door-to-door sales representative provided him with the incorrect promotional incentive information in order to switch his electric service at **** ******* ***** ******
 
History
On July 9, 2014, a GMEC door to door representative contacted Mr. ******* and he agreed to switch his electric service at **** ******* ***** ***** effective the next scheduled meter read date.  Mr. ******* enrolled on the GMEC Pollution Free Weekend Connect 24 Plan with a $150.00 promotional incentive.  The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ******* was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the door to door representative on July 9, 2014.  Mr. *******’ switch completed on July 10, 2014.
 
On August 8, 2014, an invoice for $270.30 was sent for the billing period of July 10, 2014 through August 6, 2014.
 
On September 2, 2014, a disconnection notice for $270.30 was sent due by September 12, 2014.
 
On September 2, 2014, Ms. ******* contacted a GMEC representative to request an explanation of the billing and dispute the promotional incentive.  Ms. ******* stated that the door-to door representative promised her a $150.00 check and the first month’s bill free.   Ms. ******* was provided an explanation of her bill and advised that the incentive is a $150.00 bill credit.
 
Later on September 2, 2014, GMEC received notification that the electric service at **** ******* ***** ***** was switching to another retail electric provider (REP) effective September 3, 2014.
 
On September 5, 2014, a final invoice for $468.22 was sent for the billing period of August 6, 2014 through September 4, 2014 with a previous amount due of $270.30, late payment penalty of $13.52, disconnection notice fee of $20.00 and current charges of $164.40 which includes a $150.00 promotional incentive.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. *******; however, a review of the account determined that Mr. ******* has been invoiced in accordance with his Terms of Service. 
 
As a courtesy, Mr. *******' first month’s charges of $270.30 were waived and late payment penalties totaling $33.52 were credited to the account leaving a current balance of $164.40.
 
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. 
 
******* ****
Customer Support
************
 

10/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing this letter because I had solar panels on my rooftop in are around approximately June 2014 i was informed to call my electric company which was Green Mountain I informed them that i had solar panels on my house and they said informed me of the plan I needed to get the best rate. So I waited a few weeks and I called Green Mountain to enquire about my bill theyl said that there had not had a reading there was no bill as be accumulated so I waited a few more weeks and called Green Mountain again and still there was no bill generated so I sent them 50 dollars to go toward the be then a few eweks later I sent them 199.00 toward the be I finally received a bill but the bill was for 343.00 which I thought was a bit much since I was making electricity so I was informed that I was on the wrong plan and that plan was discontinued so I ask the person from Green Mountain why did'nt someone inform me of this mistake they could'nt give me and answer but they did switch me over to I another plan that suppose to give me the best rate for solar panels I informed them from Green Mountain that it was not my faught that they were incompatent to put me on the right plan so I think Green Mountain should absorb hist bill because I have been making electricity for them any help you can give would be greatly appreciated ******* ******

Desired Settlement: A complete refund of money made from the time I called them to tell them I had solar panels connected and working.

Business Response:

Green Mountain Energy Company’s Response to BBB 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. ****** states that as a result of being enrolled into the incorrect price plan, her electric service account at 2306 Rexlawn Drive is not receiving solar panel credits.
 
History
On May 28, 2014, Ms. ****** agreed to change the price plan on the account to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.  Ms. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on May 30, 2014.
 
On June 26, 2014, Ms. ****** contacted GMEC to enroll on average billing and to confirm that her current price plan will allow her to receive solar panel credits. The GMEC representative improperly informed Ms. ****** her price plan does not allow solar panel credits and offered an alternate price plan that will allow solar panel credits. Ms. ****** agreed to enroll on GMEC’s SolarSPARC 6 Reliable Rate plan.  This plan includes an energy charge of 11.1300¢ per kWh, a base charge of $5.95 and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  This plan has a 6 month term and a $150.00 early cancellation fee. With this plan, each month Green Mountain will contribute $4 to build new solar energy projects. We will identify the sites and build the facilities, with a goal of building a new project every 6 months. Additionally, GMEC customers will receive an $11 bill credit for each 6-month period they are continuously enrolled on the SolarSPARC product, payable annually in your January bill cycle. The credits are cumulative to include all of the projects they have helped fund, so their bill credit will increase by $22 each year they are on the product up to a maximum annual credit of $121. Ms. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 30, 2014.
 
On September 2, 2014 Ms. ****** contacted a GMEC representative cancel the SolarSPARC plan and change the price plan back to Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  At that time, a price plan investigation was processed cancel the SolarSPARC plan. Ms. ****** was advised to allow one to two billing cycles.
 
On September 5, 2014, Ms. ****** contacted a GMEC for a status of investigation and her call was connected to a GMEC supervisor.  The GMEC supervisor advised Ms. ****** to allow one to two billing cycles for completion of the price plan investigation.
 
 
On September 12, 2014, a determination was made to allow Ms. ****** to cancel the price plan change to the SolarSPARC plan and change the price plan back to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh. A GMEC representative attempted to contact Ms. ****** but was unsuccessful.  A voicemail was left for Ms. ****** to contact GMEC customer service to enroll on the Renewable Rewards plan.
 
On September 17, 2014, Ms. ****** contacted a GMEC representative and agreed to change the price plan on the account to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.
 
On September 25, 2014, Ms. ****** contacted a GMEC representative for an explanation of her invoice. The GMEC representative provided and explanation of her invoice and advised Ms. ****** that she is enrolled on the Renewable Rewards plan and will receive solar panel credits.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. ******.  A review of Ms. ******’s June 26, 2014 contact determined that the GMEC representative enrolled  Ms. ****** on a price plan that does not provide solar panel credits, after Ms. ****** expressed a need to enroll on a price plan that provides solar panel credits.
 
On October 2, 2014, a GMEC representative contacted Ms. ****** and advised that a request has been submitted to change her price plan effective date of the Renewable Rewards plan to June 19, 2014, allowing her account to receive generation credits provided since the effective start date.  Ms. ****** will receive corrected invoices reflecting the new price plan effective date and applicable generation credits.
 
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. 
 
******* ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

10/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain Energy changed my billing rate without notifying me, failed to update my account in a timely manner, failed to address my issues when I contacted them, and used bait & switch tactics to take advantage of me. My rate was supposedly changed August 1st. My previous month's bill was issued on August 14th. On this bill it showed that my current rate was for the following month had no changed and would remain the same. Online, Green Mountain Energy provides a projected bill; this too displayed inaccurate information, projecting a bill half of the one received. Further, online, Green Mountain Energy provides the current Electric Facts Label so their customers are aware of their current rate, however, they failed to "update" my label for more than two months. Everything supplied by Green Mountain Energy to me lead me to believe that my rate would be a specified amount, and it was not until my bill arrived that I found that this was not accurate. When I contacted them about this bait-and-switch tactic I was told it was because my automated account was not properly updated. When I requested that their wrong be made right they refused.

Desired Settlement: As soon as possible to avoid further legal action.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr.*******’ complaint against GMEC is that Mr. ******* states that after he advises that after disputing the deposit payment with his financial institution, he has been receiving collections notices from GMEC in error.  Mr. ******* is requesting further assistance regarding the matter.
 
History
On March 28, 2014, an online request was received to enroll Mr. *******’s electric service at *** ******* ****** effective March 28, 2014.  Mr. ******* agreed to enroll on GMEC’s Pollution Free Try 3 plan.  The term of this plan is 3 months and it has a $150.00 cancellation fee.  Mr. ******* was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ******* at ********@att.net provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. *******’s enrollment completed March 28, 2014.
 
On May 21, 2014, a contract expiration notice was sent to Mr. ******* advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan, a month-to-month plan with no minimum contract term and no cancellation fee.
 
On June 16, 2014, an invoice was issued for the amount of $72.71 with a due date of July 2, 2014.  The amount included a previous amount due of $36.43, payments of $36.43, and current electricity charges of $72.71.  The invoice included the following message:
Thank you for keeping your green power flowing.  Your current plan is set to expire with the current billing period, and your new plan, Pollution Free Extend will begin with your next billing period.  Questions?  We're here to help at support@**************com or ###-###-####.
 
On September 15, 2014, Mr. ******* contacted to dispute the price plan update for the account.  The GMEC agent reviewed the account and advised that with the account converting from a contract to a month to month plan that the plan can change at GMEC's discretion.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******.  A review of Mr. *******’s account confirmed that he was invoiced in accordance with his Terms of Service and EFL.  The monthly invoice will reflect any updates to the energy charge and references the following.
 
If you are on a variable 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/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.
 
GMEC's projected bill calculation in the Online Account Management looks at the most recent rolling 14 days of usage to estimate usage for the rest of the billing period.  The projected bill calculations are used solely to give customers an idea of their usage and bill.  The actual invoice amount will be based on true usage provided by Oncor and not the projected bill amount shown on the Online Account Management.
 
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. 
 
**** *********
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because:

Green Mountain Energy Company used bait-and-switch tactics to take advantage of me. Everything made available to me from Green Mountain Energy Company showed/projected/estimated a given rate, and it was not until the bill was received that I found all of the information provided by Green Mountain Energy Company was inaccurate. Throughout Green Mountain Energy Company's website various account information is displayed as current rate/current estimate/current Electrical Facts Label, and all of those advertised and made available still do not reflect the higher rate I was charged, even today, September 23rd, 2014. Green Mountain Energy Company's response was that they were in their legal right to take advantage of me and offered no solution. I reject this response and will be filing a complaint with the Public Utility Commission. In the event that the BBB and the PUC fail to protect my rights as a consumer, I will take legal action against Green Mountain Energy Company, and initiate a lawsuit over their undeniable bait-and-switch tactics, and lack of ethical concern for their customers.

Sincerely,

****** *******

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal
 
We work hard to ensure that our sales and customer service practices meet high standards for quality, courtesy and professionalism.  GMEC apologizes for any confusion and miscommunication Mr. ******* may have experienced.  While Green Mountain Energy Company (GMEC) understands Mr. *******’s concerns regarding his invoiced usage and billing, GMEC is responsible for billing Mr. *******’s account in accordance with the meter read information provided by his transmission and distribution service provider (TDSP) and in accordance with his Terms of Service.  At this time, no adjustments are warranted.
 
Additionally, Mr. *******’s product details were noted and explained in the following bill message on each of his bills from June 16, 2014 through September 17, 2014:  If you are on a variable 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/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.

As a one-time courtesy, the account would be credited the difference of $172.88 which accounts for the energy charge of GMEC’s Pollution Free Try 3 plan for the billing periods of June 16, 2014 through September 17, 2014.
 
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. 
 
 
**** *********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

10/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Called to disconnect Electric for the 30th of Septemeber, 1st lady put notes in for that date then transfered me to another line to set up the disconnection notice for 09/30/14. This lady I repeat the date I wished to cancel, because I am moving out on that date 9/30/14. She tells me that 9/30/14 is a holiday but they can disconnect it on the following month on the 2nd. I said the 2nd of October then? she said yes. and I agreed. Come 8/02/14 at 9am my power is shut off. My roommate calls to straighted it out, and they say they will reconnect this in 2-3hours. I get home at 5:36pm to no power. I call Green Mountain and I' get passed from person to person for over 3hours and 22 minutes. Every person telling me there is nothing they can do, that they are looking into it further, that i have to OPEN a NEW contract and pay a deposit because of THEIR mess up! Now the final 6th person I talk to to file a complaint. Says that he has got his supervisor to wave the deposit.(did not need a deposit on my first contract the original one) and that if i have any problems to call. I even paid 13$ of my money to connect it asap! Because like i've explained to all of them, is that I have a medical condition that requires my meds to not be in a temp of over 70 degrees, the apt temp was 92 when I got home and 87 all night. My insulin costs 150$ plus a bottle! and Also have pills as well! Now, my electric is still off at 2pm on 9/03/14. I call to check why it's not on. And they are telling me that I have to pay a deposit of 250$ to get this back on. I explain to them everything all over again. That I was told last night at 8:36PM from the last guy of the 3hr 22min convo, that I would not be charged that deposit, because this was their fault.

Desired Settlement: I want a refund or credit of this months electric bill. I want my meds that are ruined paid for. and I want to be paid for the stress from this whole issue!

Business Response: Green Mountain Energy Company’s Response to BBB 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 monetary compensation due to a disconnection of electric service request processed for her electric service account at **** **** ** ******* **** **.
 
History
On August 21, 2014, Ms. ******* contacted GMEC to inquire about how she would close her electric service account and a GMEC representative provided her with an explanation of the move-out process.  Ms. ******* advised that she would be moving from her premise at the end of September and the GMEC representative offered to schedule an account closure date.  Ms. ******* agreed and at that time, her call was transferred to GMEC Services Department.  During the call, Ms. ******* initially advised that she was going to be moving from her premise on September 30, 2014; however, when confirming her account closure date, Ms. ******* inquired about closing the account on September 1, 2014.  The GMEC representative advised that September 1, 2014 was a holiday; however, the request could be submitted for September 2, 2014.  Ms. ******* agreed to schedule the move-out request effective September 2, 2014 and her request was processed.
 
Multiple contacts were received from Ms. ******* on September 2, 2014, advising that she was without electric service at her home.  Ms. ******* was advised that her account was closed due to a move-out request processed on August 21, 2014 with an effective date of September 2, 2014.  Ms. ******* disputed the move-out date and was advised that an enrollment would have to be completed in order to initiate the electric services at the premise in her name and Ms. ******* agreed.  At that time, a request was processed to enroll the electric service at **** **** ** ******* **** ** effective September 3, 2014.
 
On September 3, 2014, Ms. ******* contacted GMEC regarding the status of her electric service and she was advised that the electric service was scheduled to be connected by her transmission and distribution service provider (TDSP) on September 3, 2014.  While reviewing the account, the GMEC representative processed a request to update the status of Ms. *******’s requested security deposit.
 
Later on September 3, 2014, a GMEC representative contacted the TDSP and confirmed that Ms. *******’s enrollment request completed on September 3, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *******.  A review of Ms. *******’s August 21, 2014 move-out call determined that while discussing available move-out dates, Ms. ******* initially stated that she would be moving from the premise at the end of September; however, agreed to process a move-out request effective September 2, 2014.
 
Due to the miscommunication, a request has been submitted to GMEC’s Claims Department to review Ms. *******’s request for compensation as a result of the disconnection of service.  Ms. ******* will be contacted by a Claims representative.
 
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. 
 
******* ********
Customer Support
###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because:
Their claim is incorrect on the request date. She did not state September 1st or September at all. I told her the 30th of September was my last day at my apt. She explained that the 30th was a holiday and would not be able to disconnect that day. She said she could schedule it for the 2nd of the FOLLOWING month. I said okay that would be fine. It would be a good idea to have some ac and light while I'm moving.
she then repeated the date as October 2nd. And stated that I requested the 30th of September but that was a holiday so the second of the following month would be acceptable. And I stated 2nd of October yes.
also they left out the hours and calls that was put in to get my electric back on. And how my roommate who has access to the account called at 9am to get the electric back on when it first shut off on the 2nd of September. They stated it was fixed that it was accidentally scheduled on the wrong date and they will fix the problem and turn it on in 2-3hrs. I came home at 5:30pm to find everything melting in my fridge at 92 degree house.
I am still requesting and waiting for a copy of the call.
Regards,

********* *******

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
We acknowledge that there may have been an misunderstanding during Ms. *******’s move-out request call on August 21, 2014.  A review of the August 21, 2014 move-out call determined that while discussing available move-out dates, Ms. ******* initially stated that she would be moving from the premise at the end of September; however, agreed to process a move-out request effective September 2, 2014.
 
GMEC representatives initially attempted to restore Ms. *******’s electric service through an expedited process; however, determined that the move-out was processed in accordance with the August 21, 2014 call.  As a result, Ms. *******’s electric service had to be initiated by receiving and processing a new enrollment agreement which was submitted on September 2, 2014 and completed on September 3, 2014.
 
Due to the miscommunication, a request has been submitted to GMEC’s Claims Department to review Ms. *******’s request for compensation as a result of the disconnection of service.  Ms. ******* will be contacted by a Claims representative.
 
Additionally, a request has been processed to send Ms. ******* a copy of her move-out call.  The reference number is **********.  Once available, the call will be sent to the mailing address on file.
 
******* ********
Customer Support
###-###-####

10/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a Green Mountain customer for four years. When my rates became quite high I began shopping for other plans. I found a good plan with Green Mountain and after carefully reading (and printing) the terms of service and electricity facts, I signed up for the plan. I then received an e-mail asking me to "please allow one to two billing cycles for the new plan to begin". This delay in switching was never mentioned anywhere in the advertising or terms of service. I called customer service and spent an hour speaking with a representative and her supervisor, "*****". After much back-and-forth the supervisor first said there wasn't anything she could do and apologized for the "inconvenience". I told her it wasn't merely an inconvenience, it amounts to dishonesty, and approaches flat out theft in my opinion. I mentioned that when I first switched to Green Mountain from another company four years before, they had no problem starting my contract immediately; why then, the delay now? When I said that I could just switch that very day to another company and start paying less immediately, she changed her mind and told me that they would go back and begin the new contract rate on the day I signed up. I said, "oh, that's great, thank you!" Well I just received my new bill and no adjustment has been made. I don't care to waste another hour of my time just to have a supervisor mislead me.

Desired Settlement: Green Mountain should adjust my bill to honor the terms of my new contract beginning the day I signed up for it (8/27/2014), and discontinue the practice of misleading customers in this way. If I had known before I signed up that I would have to pay another month or two at the higher rate, I would have taken my business elsewhere and have my new contract honored immediately.

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing the price per kWh invoiced for her electric service at **** *** ***** ******.
 
History
On August 27, 2014, Ms. ******** processed an online request to change her price plan to the Pollution Free Exclusive Reliable Rate plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a month to month plan and has a $0.00 early cancellation fee.  Our records indicate that an email confirmation was sent to Ms. ******** at **********@AOL.COM on August 29, 2014.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (***). 
                                                                                             
On September 2, 2014, Ms. ******** contacted a GMEC representative to confirm the status of her enrollment on GMEC’s Pollution Free Exclusive Reliable Rate plan and she was informed to allow one to two billing cycles for the plan to become effective. Ms. ******** requested to speak with a supervisor and her call was connected. The GMEC supervisor advised Ms. ******** that the price plan would become effective as of the date she processed her online request.
 
On September 29, 2014, GMEC received notification that the electric service at **** *** ***** ******
was switching to another retail electric provider (REP) effective September 29, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ********.  On September 2, 2014, Ms. ******** was improperly informed of the date the price plan will become effective. As a courtesy, a request was processed to re-invoice Ms. ********’s account under the Pollution Free Exclusive Reliable Rate plan pricing effective August 19, 2014.
 
On October 3, 2014, a corrected invoice with a credit balance of $70.24 will be sent for the billing periods of August 19, 2014 through September 29, 2014.
 
Multiple attempts to contact Ms. ******** regarding her concerns were unsuccessful; however, voice messages have been left providing my contact number.
 
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. 
 
Crystal King
Customer Support
713-488-5497
  

Consumer Response: Better Business Bureau:

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

Regards,

**** ********

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancneled this service back in June - July time period. At that time the clerk did not record my canceleation of service (I Guess). I procedded to move out of the apartment in July, and the electricity shold of been disconnected from Green Mountain. However, they are stiull charginmg me each month over $100 a month when no one has lived in that apartment since July. I have tried to communicate this to several representatives over the phone but 45 minutes on a phone is too much. I finally was able to talk to a supervisor who ASSURED me taht this error would be corrected becasue they saw that I called in JUNE to cancel. he also told me that the account will be creditied, and at that time he MADE me record that I requested a CANCEL. However , I am being harrassed by clerks that the bill is unpaid and that the service is NOT CANCELED sine they do not have it in their records.. Today alone the clerk basically called me a liar. This is harrassment and I can not take this anymore....PLEASE HELP - NO one lives there and I haven't lived there since July. This is a scam - if no one is in the aprtment...how can they contiune to charge.

Desired Settlement: I want this bill erased - and they better not report this to the credit bureau...Please help as I can not get through to this company. They just do not listen to the customer and have POOR customer service

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing the final balance due for her electric service account at **** ******* *** **** *****
 
History
On June 23, 2014, Ms. ****** contacted Green Mountain Energy Company (GMEC) to inquire about her price plan. The representative informed Ms. ****** that she was enrolled on a variable price plan at 15.3¢ per kWH. Ms. ****** stated that she needed to cancel the service at the current address because she is moving and at that time the representative offered available rate plans.  Ms. ****** informed the representative that she will make a decision to cancel her service or enroll with another retail electric provider. The GMEC representative informed Ms. ****** to make her decision and contact GMEC back on the same day.
 
GMEC’s records do not indicate Ms. ****** contacted GMEC again on June 23, 2014.
 
On June 30, 2014, an invoice for the amount of $130.23 was issued with a due date of July 16, 2014.  The invoice reflected usage from May 28, 2014 through June 26, 2014.  The amount included current charges of $130.23.
 
On July 3, 2014, a bank draft payment of $130.23 was posted to the account.
 
On July 30, 2014, an invoice for the amount of $169.63 was issued with a due date of August 15, 2014.  The invoice reflected usage from June 26, 2014 through July 28, 2014.  The amount included current electricity charges of $169.63.
 
On August 25, 2014, a disconnection notice for $169.63 was sent due by September 4, 2014.
 
On August 28, 2014, an invoice for the amount of $389.34 was issued with a due date of September 15, 2014.  The invoice reflected usage from July 28, 2014 through August 28, 2014.  The amount included a balance forward of $169.63, late payment penalty of $8.48, disconnection notice fee of $20.00 and current electricity charges of $191.23.
 
On August 29, 2014, Ms. ****** contacted GMEC to dispute a disconnection notice that was received, stating that the account should be closed.  Ms. ****** was advised that GMEC’s records do not reflect a request to cancel electric service at **** ******* *** **** ***** A request to cancel service effective September 2, 2014 was processed.
 
On September 5, 2014, a final invoice for the amount of $448.60 was issued with a due date of September 22, 2014.  The invoice reflected usage from August 28, 2014 through September 2, 2014.  The amount included a balance forward of 389.34 with current electricity charges of $59.26.
 
On September 6, 2014, Ms. ****** contacted GMEC to dispute the September 5, 2014 invoice, stating she is not responsible for the usage on the final invoice.  At that time, an investigation was processed.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ******.  After a thorough review of account, it has been determined that Ms. ****** has been invoiced in accordance with her terms of service.
 
GMEC’s records do not indicate a request to cancel service, however; on August 29, 2014 Ms. ****** was improperly informed that she will only be responsible for the billing through June 2014.
 
As a courtesy, a credit of $394.42 will be applied to the account for the disputed usage period of July 1, 2014 through September 2, 2014.  Additionally, a late fee $8.48 and a disconnection notice fee of $20.00 will be credited to the account. Ms. ****** will receive a corrected invoice. 
 
Ms. ****** has been contacted and advised of the update.
 
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. 
 
******* ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,
******* ******

10/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is now my 3rd complaint regarding Green Mountain Energy. The first time, a representative contact me and basically apologized for the companies communication practices. I am unable to locate her contact information. I put in a 2nd complaint that went completely unanswered so I just paid the balance even though it was incorrect billing. At this point I am considering seeking legal representation as I now feel I am not only being double billed but also harassed by this company. I received a "FINAL NOTICE" letter in the mail which is actually a "FIRST NOTICE" claiming I still owe the company $25.00. I paid the FULL balance per my online account with the company (which was a double billing but whatever). To this day my online account shows a $0 balance yet I have received a threatening letter for $25 owed. I am guessing the company thinks I will just pay them but at this point enough is enough. This company is out of control. Further - all communication I receive from this company is addressed to me as "Fraud Alert" really? This company has my name, use it!

Desired Settlement: I would like for the consumer complaint representative who contacted me the first time to contact me again. In fact, her manager or the companies legal escalation team may need to contact me regarding the companies decision to harass me. Please explain why your threatening letter claims I owe you $25 but your online service says I have a $0 balance? Also, answer my 2nd dispute regarding the $54 service fee. Please let it be known if I do not get contacted by Tuesday 9/30/14 I will explore legal representation or a civil claims suit regarding this matter.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ****** is disputing the balance due for his electric service account at **** ***** ****** ******* *****.  Additionally, Mr. ****** is disputing a $54.00 service fee.
 
History
On July 29, 2014, a final invoice for $75.25 was sent for the final billing period of July 18, 2014 through July 23, 2014 which includes a Con Self Contained Meter charge of $54.00.
 
On July 30, 2014, a GMEC representative contacted Mr. ****** in regards to BBB Case #******** and addressed his dispute regarding a security notification.  At that time, correspondence providing Mr. ****** with his account balance and length of service was sent for his review.
 
Later on July 31, 2014, Mr. ****** responded to GMEC’s BBB Response requesting that the Con Self Contained Meter charge of $54.00 assessed on his July 29, 2014 final invoice be waived.  At that time, a GMEC representative responded via the BBB website advising the following:
 
We understand Mr. ******’s request for the service connection fee to be waived; however, the service connection fee is a standard fee assessed and passed through from the transmission and distribution service provider (TDSP) in his area, Texas New Mexico Power, to connect the electric service at his premise.
 
Possible service connection fees were disclosed to Mr. ****** at the time of his online enrollment.  Unfortunately, we are unable to honor Mr. ******’s request for credit as the electric service was connected in accordance with his enrollment request.
 
On August 7, 2014, a payment of $21.25 posted to Mr. ******’s account.
 
On August 21, 2014, a payment of $54.00 posted to Mr. ******’s account.
 
On August 26, 2014, GMEC received notification that Mr. ******’s August 21, 2014 payment was not honored by his financial institution.  At that time, a $25.00 returned payment fee was assessed to Mr. ******’s account.  Correspondence advising Mr. ****** of his account status was sent on August 27, 2014.
 
On August 28, 2014, a payment of $54.00 posted to Mr. ******’s account.
 
On September 15, 2014, a final notice was sent to Mr. ****** advising “Our records indicate that 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.”
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. ******; however, a review of the account determined that Mr. ****** has been invoiced in accordance with his Terms of Service.  As a courtesy, a $25.00 credit has been applied to Mr. ******’s account, leaving the account with a current balance of $0.00. 
 
Additionally, as previously mentioned in BBB Case #********, because Mr. ******’s transmission and distribution service provider (TDSP), Texas New Mexico Power initiated electric service for his premise on July 18, 2014; the service connection fee is unable to be credited at this time.    
 
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. 
 
******* ********
Customer Support
###-###-####

10/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While at *** on *** *** ***** ***** TX on 4/12/2014 I signed up to switch my electric provider to Green Mountain Energy. ***** **** the Green Mountain representative said that I would receive a $100 gift card from ***. My service started in May. On several occasions I saw him and he assured me that I would receive the gift card after my third payment. I contacted Green Mountain when I was paying my third bill and he told me it would be several weeks. Today, September 22 @ 8:13 p.m. I spoke with ****** who told me my plan did not qualify for the gift card. ***** told me several times that it will come and the first representative said the same thing. This is false advertising and Green Mountain Energy should honor what they salesrep said. If not, I want out of my contract immediately. ***** ****l's phone number off his business card is ************. I deserve a gift card from ***. I'm very disappointed with Green Mountain Energy or they don't know what their sales representatives are doing out in the field.

Desired Settlement: Just like I was told. I want a *** gift card.

Business Response: Green Mountain Energy Company’s Response to BBB 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. ******* states that she was to receive the incentive of the $100.00 *** gift card with the enrollment of service at **** ***** ***** ****.
 
History
On April 12, 2014, Ms. ******* completed a switch request online for the Green Mountain Energy Company Pollution Free Connect Plan at the average rate of 10.9 cents/kWh for 2000 kWh on a month to month term.  The price plan is a variable price plan with no cancellation fee and began on the requested date of May 7, 2014.
 
On August 15, 2014, Ms. ******* contacted GMEC to check on the status of the $100.00 gift card promotion.  The agent advised that the promotion would need to satisfy the requirement of three monthly payments with no late fees to the account and the gift card would be received within 10 weeks after.
 
On September 22, 2014, Ms. ******* contacted GMEC to check on the status of the $100.00 gift card promotion.  The agent advised that plan enrolled for would not qualify for an incentive of the $100.00 gift card.
 
On September 26, 2014, Ms. ******* contacted GMEC to inquire on the $100.00 gift card promotion.  The agent advised that issue would be referred for research to verify what steps could be taken to fulfill Ms. *******'s request.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ******* may have experienced on her account.  In reviewing the account, the plan of the Green Mountain Energy Pollution Free Connect Plan that Ms. ******* enrolled for did not include the incentive of the $100.00 *** gift card.  As a one-time courtesy to the account, Ms. ******* will receive a gift card of $100.00. 
 
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. 
 
**** ********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

fffffffffffffI spoke with a Mr. ****** today from GM Energy an outside sales supervisor that explained about the glitch in system from their 3rd party on this promotional with ***. I was promised a gift card when I signed up. Please do not try to say this was my fault. Green Mountain Energy was totally at fault.. So this is not a one time courtesy. You were wrong!!

Regards,

***** *******

10/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I renewed my contract with the understanding that I would be eligible for free weekends and average billing. When I called to inquire on my first bill, I was told that I was not eligible or signed up for those two additional items. The whole purpose for me renewing my contract with this company was to avoid leaving in joining another energy company that was offering the same exact items. I feel they have misrepresented themselves with me and my family. We are trying to save money wherever we can and this was a viable option for us. I am now being told that it will take anywhere from 2 to 3 billing cycles which averages 30 days per cycle in order to get this resolved.

Desired Settlement: I would like them to live up to their recorded contractual obligation.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******* disputes the price plan for his electric service at **** ***** *****
 
History
On September 19, 2014, Mr. ******* contacted GMEC and agreed to enroll on GMEC’s Pollution Free Efficient plan with a ***T thermostat promotional incentive.  This plan includes an Energy Charge of 11.2¢ per kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month. The term of this plan is 24 months and has a $295.00 early cancellation fee.  Mr. ******* was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on September 22, 2014.
 
On September 27 2014, an invoice for $223.65 was sent for the billing period August 25, 2014 through September 24, 2014 with current electricity charges of $223.65.
 
On September 27, 2014, Mr. ******* contacted a GMEC representative to dispute the price plan reflected on his September 27, 2014 invoice.  At that time, a request was processed to investigate Mr. *******’s account.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. *******. 
 
On September 29, 2014, a GMEC representative contacted Mr. ******* and he agreed to enroll on GMEC’s Pollution Free Weekends Connect 24 plan with a $150.00 promotional incentive effective September 24, 2014.  This plan offers a Weekday energy charge of 12.2¢ per kWh, Weekend Energy Charge of $0.00 and Oncor Electric Delivery Charges of $5.25 per month and 3.2230¢ per kWh. The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ******* was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on October 1, 2014.
 
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. 
 
******* ****
Customer Support
###-###-####
 

Consumer Response: I have reviewed the response made by the busi***s in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2014, I called Green Mountain to enroll in their services. I was adamant that I had solar panels and needed the plan that would allow me to receive the credits for the solar panels. I was enrolled in the wrong plan. I had to battle Green Mountain on five different occasions to get the plan corrected. As an email from Oncor states on September 22, 2014, they have been submitting my solar credits to Green Mountain since May 19, 2014.

Desired Settlement: I request someone to review my account and give me the credits that I am due. It was Green Mountain's fault and they need to correct the issue. I have been paying over $210 a month for electricity and Green Mountain has been receiving the credits for MY solar panels. Their customer service reps gave me incorrect information each time I called.

Business Response: Green Mountain Energy Company’s Response to BBB Case #10231891
 
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. ******* states that as a result of being enrolled into the incorrect price plan, her electric service account at ***** ***** ***** is not receiving solar panel credits.
 
History
On May 16, 2014, Ms. ******* contacted GMEC requesting to process an enrollment for her home.  Ms. ******* mentioned that the home she was moving into had solar panels.  While discussing available price plans for the account, the GMEC representative inquired if there was a specific price plan Ms. ******* wanted to enroll on and Ms. ******* advised she did not.  At that time, Ms. ******* agreed to enroll the electric service at ***** ***** ***** effective May 19, 2014.  Ms. ******* agreed to enroll on GMEC’s SolarSPARC Reliable Rate.  The term of this plan is 12 months and it has a $200.00 cancellation fee.  Ms. *******’ enrollment completed May 19, 2014.  A terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was sent on May 20, 2014. 
 
On August 5, 2014, Ms. ******* contacted GMEC regarding receiving solar generation credits for her electric service account and advised that she should have been enrolled in the Renewable Rewards price plan at the time of her enrollment.  A GMEC representative advised Ms. ******* that she needed to discuss her account with GMEC’s Solar Solutions Department; however, while attempting to transfer Ms. *******’s call, the call dropped.
 
On September 3, 2014, Ms. ******* contacted GMEC regarding changing her price plan and her call was transferred to a supervisor for assistance.  Ms. ******* advised that she was not receiving solar generation credits for her electric service account.  Ms. ******* further advised that she determined that her account needed to be enrolled under GMEC’s Renewable Rewards plan and requested to enroll the account accordingly.  A GMEC representative advised Ms. Wybony that in order to enroll on the Renewable Rewards plan she needed to have a dual register meter and also have an Interconnection Agreement in place with her transmission and distribution service provider (TDSP), Oncor Electric Delivery Company (Oncor).  The GMEC representative contacted Oncor on Ms. *******’s behalf and was advised that Ms. ******* could access the Interconnection Agreement on Oncor.com.  At that time, Ms. ******* was provided with the information received from Oncor and also advised that once the agreement is completed, she could contact GMEC to change her price plan and dispute the cancellation fee associated with the SolarSPARC Reliable Rate plan.
 
Multiple contacts were received from Ms. ******* on September 22, 2014 regarding changing the price plan on her account.  Ms. ******* advised that the previous tenants at the premise filed an Interconnection Agreement with Oncor; therefore, her account should be able to be enrolled on the Renewable Rewards plan.  At that time, Ms. ******* agreed to change the price plan on the account to the Renewable Rewards plan.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *******.  A review of Ms. *******’s enrollment call determined that the GMEC representative missed an opportunity to provide different available plan options to Ms. ******* based on her expressed needs.  On September 29, 2014, a GMEC representative contacted Ms. ******* and she agreed to change the effective date of the Renewable Rewards plan to May 19, 2014, allowing her account to receive generation credits provided since the service start date.  Ms. ******* will receive corrected invoices reflecting the new price plan effective date and applicable generation credits.
 
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. 
 
******* ********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me pending the receipt of promised paperwork reflecting the corrected invoicing.
It has been three days and I am not sure when to expect the paperwork for review. 

Regards,

****** *******

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Acct # ********** I mailed in a form on May 15, 2014 to receive a $100 reward card that I was promised to receive after I signed up with Green Mountain. I followed all the stipulations of the offer, waiting three months after the start of service to claim the reward. After more than two months (7/22/14), I had received nothing, and e-mailed the company's customer service. I was told that the form I had mailed in was not in their records. I was then sent a new form to send in by e-mail to **********@greenmountain.com, which I did immediately. Two more months have passed and I have still not received the card. I e-mailed the address above again a week ago to inquire as to the status, but no response has been received.

Desired Settlement: Immediate delivery to me of the promised gift card, with no further delay.

Business Response: Green Mountain Energy Company’s Response to BBB 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
Mr. ******* disputes not receiving a $100.00 gift card promotion for his electric service at **** ***** ****.
 
History
On July 22, 2014, Mr. ******* contacted GMEC web chat to inquire about the $100.00 gift card.  At that time, a GMEC Gift Card redemption form was emailed to Mr. ******* at *************@GMAIL.COM.
 
On July 29, 2014, GMEC received notification that the electric service at **** ***** **** was switching to another retail electric provider (REP) effective August 14, 2014.
 
Resolution
GMEC apologizes regrets any inconvenience these proceedings may have caused Mr. *******.
 
On September 30, 2014, Mr. ******* was awarded the $100.00 gift card promotion by email at *************@GMAIL.COM. Mr. ******* has been contacted and advised of the 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.
 
******* ****
Customer Support
************
 
 
 

Consumer Response: Better Business Bureau:

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

Regards,

******* *******

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good Morning, I am writing this letter to make a complaint against my electric provider Green Mountain Energy. This letter is regarding my invoice billed for September 2014 for the amount of $429.95. I have made several attempts to resolve this issue with representatives of Green Mountain Energy (*****, *****, and ****) and each time has been very unsuccessful. I spoke to ***** on 9/8/14 and she was very rude and argumentative regarding the explanation I requested of charges associated with my current month's invoice for September. This conversation with ***** set the tone for my argument with this company and the lack of customer care. On the invoice stated for September 2014, I have a charge listed as "Deferred Payment Plan" for $60.00 which has been added into my balance owed. I do not owe this charge. I spoke with a male representative around the date of 08/7/2014 where our conversation consisted of me explaining that I would be making a $100.00 payment on 8/15/2014 in hopes of not having my lights cut off, but the representative placed me on a deferred payment plan instead WITHOUT my authorization. I made the payment of $100.00 on 8/15 via mastercard ending in 3970 online and at that time my balance due was set at $123.84 owed from August 25, 2014 due date. I called on 9/8 and spoke with supervisor ***** after speaking to *****, and she could not effectively explain the invoice billed to me for September's charges besides stating that I owed it. As the customer, I look to my bill as a reference of charges owed and to explain my usages that result in the charges added to my account. Based on my current bill, my current charges are listed at $219.92 plus the $60.00 "deferred payment plan canceled" charge, $20.00 "disconnect notice fee", and a $6.19 "late payment penalty" charge totaling $306.11. My bill also states I had a previous amount due of $223.84, but I made a payment of $100.00 on 8/15. Now, the late payment penalty and the disconnect notice fee were from me paying late for August, which I do not mind paying because I was in fact late. Meanwhile, I received a disconnection notice sent to my home the week of 9/5 stating I owed $123.84 which needed to be paid IN FULL by September 12 or my lights would be disconnected. Now as it states on my bill, after making the $100.00 payment on 8/15 my NEW BALANCE is $123.84 which is a balance forward of what is owed now to avoid disconnection. My balance did not state I owed $183.84 as was told to me verbally via phone call on 9/8 and 9/9. If I owed more than $123.84 it should be stated on September's invoice as a balance forward instead of $123.84, but was not. If I had any balance owed from a previous month it should be stated on my current bill to be paid and for me to pay it. I was informed by agent **** that I owed $60.00 from not paying my balance in full from July and August, but if that were the case why was it not listed on my September invoice? She could not answer my question. My invoice is $60.00 over what it should be and the only explanation as to why is that it was a mistake/error and there is NOTHING TO BE DONE ABOUT IT per my conversation with **** on 9/9. Green Mountain Energy are adding charges that should not be on my account! Although I may pay my bill late at times, it always gets paid. As the customer, I should have a clear and precise view of the charges charged to me and this invoice is not correct. I am not under any contractual agreement with Green Mountain and they have placed a switch hold on my account without informing me. I have asked numerous times for my invoice to be corrected. I should have the right to switch my electric company if I am extremely unhappy with their service. Instead of making the situation right or attempting to resolve the issue, each representative has talked over me, been rude, unapologetic for the errors, and flat out did not care about my situation. There is no good customer service within this company and I plan to fight this invoice until I see results. There are too many electric companies to select from to have to go through this with one. I have never been so angry with a company in my life and will be consulting legal aid as well as BBB on how to get this issue resolved.

Desired Settlement: Green Mountain should send out the correct bill for the correct charges as itemized in my statement without errors

Business Response: Green Mountain Energy Company’s Response to BBB 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:
 
Summary of Complaint
Ms. ***’s complaint against Green Mountain Energy Company (“GMEC”) advises that her account at **** ***** **** **** **** #*** ******, Texas ***** was established on deferred payment plan without her authorization and is disputing the switch hold on her premise.  Ms. *** also advises that her account has been charged $60.00; however, GMEC representatives have not been able to explain where the balance is coming from.  Ms. *** is requesting further assistance in the matter.
 
History
After researching the complaint we have concluded the following: Ms. *** began service with GMEC on 3/4/2014 at **** ***** **** **** **** #*** ******, Texas ***** under account #********. 
 
On 7/9/2014, an invoice for $164.03 was sent for the billing period of 6/5/2014 through 7/7/2014.
 
On 7/28/2014, a payment of $64.03 posted to Ms. ***’s account.
 
On 7/31/2014, a disconnection notice for $100.00 was sent due by 8/11/2014.
 
On 8/6/2014, Ms. *** contacted GMEC requesting to set the past due balance of $100.00 on a payment arrangement.  At that time, Ms. *** was offered a deferred payment plan with a down payment of $25.00 due by 8/15/2014 with 5 installments due with subsequent invoices.  Ms. *** was advised by entering into the agreement, she understood that GMEC would put a switch-hold on her account which meant that she would not be able to buy electricity from other retail electric providers (“REPs”) until payment of the past due amount was paid. The switch-hold would be removed after the final payment on the agreed upon terms of payment for the past due amount was processed. While a switch-hold is applied, if Ms. *** was disconnected for not paying, she would need to pay GMEC.  Ms. *** was also advised that if she chose to pay the full payment arrangement amount on the 15th, to contact GMEC to ensure the payment is applied accordingly.  Correspondence providing the terms of the deferred payment plan was sent on 8/6/2014.
 
On 8/7/2014, an invoice for $223.84 was sent for the billing period of 7/7/2014 through 8/5/2014 with a previous amount due of $164.03, a payments and adjustments credit of $95.83 and current electricity charges of $155.64.  The total balance due includes a transfer to deferred payment plan credit of $100.00, deferred payment plan installments totaling $40.00, a disconnect notice fee of $40.00 and a late payment penalty of $8.20.
 
On 8/11/2014, Ms. *** contacted GMEC to confirm that her electric service was not scheduled to be disconnected and was advised that her account was active on a deferred payment plan with a down payment of $25.00 due by 8/15/2014.
 
On 8/15/2014, a payment of $100.00 posted to Ms. ***’s account.
 
On 9/2/2014, a disconnection notice for $123.84 was sent due by 9/12/2014.
 
The terms of the deferred payment plan were not satisfied; therefore, on 9/8/2014, the deferred payment plan was deactivated and the remaining deferred balance of $60.00 was invoiced to the account.
 
On 9/9/2014, an invoice for $429.95 was sent for the billing period of 8/5/2014 through 9/5/2014 with a previous amount due of $223.84, a payments and adjustments credit of $13.81 and current electricity charges of $219.92.  The total balance due includes a deferred payment plan cancelled balance of $60.00, a disconnect notice fee of $20.00 and a late payment penalty of $6.19.
 
On 9/8/2014, Ms. *** contacted GMEC to set up payment arrangements for her account and was provided with the account balance, including the billing and charges.  Ms. *** requested to speak with a supervisor and her call was transferred.  A GMEC supervisor provided Ms. *** with an explanation of her billing and charges.  Ms. *** advised that she did not agree to set up a payment arrangement; therefore, did not owe the balance due from the deferred payment plan and would be escalating the matter through external channels. 
 
On 9/9/2014, Ms. *** contacted GMEC regarding the account balance and was provided with an explanation of her billing and charges including the balance due from her deferred payment plan.  Ms. *** continued to dispute the balance due from deferred payment plan and advised that she would be switching her electric service to another retail electric provider and escalating the matter through external channels. 
 
On 9/9/2014, payments totaling $61.57 posted to Ms. ***’s account.
 
On 9/10/2014, Ms. *** contacted GMEC to confirm the balance that needed to paid to the account to avoid a disconnection due to non-payment and was provided with an explanation of her billing and charges.  Additionally, Ms. *** inquired about her price plan and was advised that because she is on a month-to-month plan, she can switch to another retail electric provider (REP) at any time once the switch-hold has been removed.
 
On 9/12/2014, a payment of $62.27 posted to Ms. ***’s account.
 
On 9/16/2014, the switch-hold was removed from Ms. ***’s account.  Correspondence providing Ms. *** with her account status was sent on 9/16/2014.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ***; however, a review of her account determined that she has been invoiced in accordance with the terms of the deferred payment plan and her terms of service.  At this time, Ms. ***’s account has been removed from the deferred payment plan and all monies that were paid have been applied to the deferred balance.  As a courtesy, disconnect notice fees totaling $60.00 have been credited to Ms. ***’s account.   The “switch-hold” was also removed from Ms. ***’s service address at **** ***** **** **** **** #*** ******, Texas *****.
 
A Statement of Account detailing Ms. ***’s account billing and charges was sent on 9/18/2014 for her review.
 
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. 
 
******* ********
Customer Support
###-###-####

9/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Created a multi-family account in june, the person setting up account messed up and set each apt as individual number and ran a hard check on my credit 4 times, lowering my score significantly. Secondly, when i asked them to combine my account and set it up like it was meant to be, they combined the account and ran my credit AGAIN. To make matter worse, when they combined the accounts into one bill, they sent me disconnection notice and charged me a late fee when i had auto pay was set up the old way. This months bill had double payments on old account number and new account number. Now i am paying 2 the bills and twice and spending on late fees and disconnection charged due to their mistakes.

Desired Settlement: Do their job and fix the problems. I have total of 10 accounts on their end, i only have 4 active units. I am paying for 6 accounts i don't even own!!

Business Response: Green Mountain Energy Company’s Response to BBB 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:
 
Summary of Complaint
Mr. ******’s complaint against GMEC is that Mr. ****** states that one account number was to be created for multiple service addresses.  Mr. ****** is also disputing multiple credit checks to complete the enrollments.  Mr. ****** is also disputing a disconnection of service and the set-up of the automatic payment option for the accounts.  Mr. ****** is requesting further assistance regarding the matter.
History
On May 28, 2014, Mr. ****** contacted GMEC to enroll for service for **** ***** ******.  The GMEC agent advised there were four separate listings for the address.  Mr. ****** stated they were apartments and that he was the landlord requesting the services for the addresses to be switched to his name.  Mr. ****** agreed to enroll on GMEC’s Pollution Free E-Plus plan that would charge 8.4 cents/kWh for 2000 kWh. The plan would charge 7.986 cents/kWh for the months of June through October and 7.9860 cents/kWh for the months of November through and include a monthly base charge of $5.95 and the Oncor Electric Delivery Charge of $2.19 per month.  The GMEC agent completed the enrollments and listed the corresponding account numbers for each of the following listings:
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** * 
Account number *******
Effective service date as of May 31, 2014
 
On July 1, 2014, an invoice for the service address of **** ***** ****** Apt 4 was issued for the amount of $87.29 with a due date of July 17, 2014.  The amount included current electricity charges of $87.29.
 
On July 9, 2014, Mr. ****** contacted GMEC to request that the four accounts listed under his name be listed under one main account number.  The GMEC agent placed a request to combine the accounts as a joint billing request and advised to allow 1-2 billing cycles to complete.  Mr. ****** then requested the balances for the four separate accounts and the agent reviewed the balances for
 
On July 31, 2014, an invoice for the service address of **** ***** ****** Apt 4 was issued for the amount of $84.94 with a due date of August 18, 2014.  The amount included a previous amount due of $87.29, payments of $87.29, and current electricity charges of $84.94.
 
On August 25, 2014, a disconnection notice for the amount of $84.94 with the due date of September 4, 2014.  A disconnection notice fee of $20.00 was added to the account.
 
On August 29, 2014, an invoice for the service addresses of **** ***** ****** *** ** **** ***** ****** *** ** **** ***** ****** *** ** *** **** ***** ****** *** * was issued for the amount of $346.03 with a due date of September 15, 2014.  The amount included a previous amount due of $84.94, an adjustment of $24.25, and current electricity charges of $236.84.
 
On September 8, 2014, a disconnection request was submitted.     
 
Later that day, Mr. ****** contacted GMEC to advise of a disconnection of service for the multiple address listings related to the main address of **** ***** ******.  The agent advised that a past due amount of $84.94 was showing for account number.  Mr. ****** agreed to satisfy the past due amount and the agent processed a one-time payment.  As a courtesy, the agent credited the account the disconnect notice fee for $20.00 and the late fee for $4.25.  A reconnection request was then submitted.  Mr. ****** then agreed to satisfy the current amount of $236.84 on the account. 
 
Later that day, Mr. ****** enrolled for the automatic payment option by credit card.  A confirmation email was sent to ******.******@GMAIL.COM.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ****** may have experienced.  In reviewing the enrollment call, the GMEC agent offered Mr. ****** the option to assign multiple service addresses under one account number.  Mr. ****** advised to list the accounts separately under different account numbers.  Mr. ****** was given the individual account numbers at the end of the enrollment.
 
A credit check is performed at the time of the enrollment to determine if a deposit would be required to begin service.  In regards to Mr. ******'s accounts, the enrollment required separate enrollments for the different addresses.
 
Mr. ******'s request to combine the accounts under one account number was processed as a joint billing request and Mr. ****** was quoted the expectation of 1-2 billing cycles to complete.  When the request was completed, the account numbers of ********, ********* and ******** *were closed and the service addresses were assigned under account number ********.  The joint billing request did not require additional credit checks to be performed on Mr. ******’s credit.
 
On September 16, 2014, a GMEC agent contacted Mr. ****** to address his concerns.  Mr. ****** inquired if there were remaining balances listed for accounts that were listed in his name.  A review of the accounts determined that there were balances remaining for account numbers ******** for the amount of $153.58 with the due date of August 29, 2014 and account number ******94 for the amount of $165.11 with the due date of August 29, 2014.  Copies of the final invoices were emailed to Mr. ****** at ******.******@GMAIL.COM.

Additionally, Mr. ****** advised of six corresponding ESID’s being listed for the four service addresses listed for the account. A review of the account determined that two of the ESID’s listed were used to list previous usage history for the account prior to GMEC conversion to a new billing platform.  A review of the ESID listings to show as four ESID’s is under review.

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. 
 
**** *********
Customer Support
###-###-####

9/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two representatives from Green Mountain Energy came to our house during the day to sell their services. They spoke to my wife and explained the product and the process of switching our electric services to them. My wife told them that she doesn't make these decisions without discussing the matter with me, her husband. She told me about the encounter when I got home and said that they'd be coming back to talk to me. As she predicted, they showed up at our door around 7:30pm. I was in the middle of getting our kids ready for bed but took the time to hear their pitch. I told them that I appreciate them coming back and giving me the information. I also told them that I don't make decisions while standing on my front porch and that I would need a day or two to research their company. I had never heard of them and wasn't comfortable in making a change in electric provider on a whim. I saw her write down the letters "CB" next to my address which I presume meant "call back". She had a small spiral notebook with a ton of house numbers written down. I asked her to get back in touch with me on Friday as that would give me enough chance to research the company and decide what I want to do. She agreed that Friday was a good day. She also mentioned that she would be leaving the area after Friday. I asked her if that was because she moves from area to area, she said yes. Friday came and went. I didn't hear from her again. That was a few weeks ago. Yesterday, I received a letter from ***** (my current provider) letter me know that my service was being transition to Green Mountain Energy. It stated on the letter that this was happening because of a request that I made. We did not sign anything. My wife didn't sign anything and I'm sure I didn't sign anything. Forgery of one of our signatures is a serious offense and I'll definitely be contacting my attorney to find out who it was.

Desired Settlement: I would like someone in a C-Level position at Green Mountain to email or call me to explain how this happened and to address the matter on a personal level.

Business Response: Green Mountain Energy Company’s Response to BBB 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:
 
Summary of Complaint
Mr. ***** ***** states that his electric service account at **** ***** **** ******** ** ***** was switched to GMEC without his authorization.  Mr. ***** is requesting further assistance regarding the matter.
 
Resolution
Mr. ******
 
Thank you for taking my call the other day – and please accept our apology for the errant notice you received indicating your electric supplier was about to be switched.
 
As I mentioned then, it seemed that your address had somehow been attached to another families’ enrollment.  In an attempt to be certain, I offered you the last four digits of the account # that had been enrolled, and asked you to let us know if those digits matched your account number.  As far as I can tell, you have not called back to say there is a match.
 
In addition, we have just reached the other family, and confirmed their enrollment and account number, which does match those last four digits. 
 
Finally,  I can find no sign that your family was ever enrolled for our Supply services, nor that we ever submitted your information to ***** to initiate their part of a switch.
 
In your complaint, you requested an explanation, and you asked that it come personally from a C-Level person in our company.  At this point, I would like to ask whether you are satisfied with my response, or if you would still like the explanation to come from a higher up.   Should you respond that this response is not satisfactory, and that you would still like a response to come from a C-Level person, I will escalate this up our chain of command.
 
If this explanation is satisfactory, please confirm to the BBB that we successfully resolved your concern, and let us know as well.
 
We appreciate your patience and consideration,
 
**** *****
******** ***** Quality
###-###-####
 
Changing the Way
Power is Made

9/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I completed an online application with Green Mountain Energy (GME) for electrical service in April of 2014 after having moved to ***** from **********. After completing the application, GME immediately charged my credit card for the deposit-- $273. After approximately a week, I was notified by mail that my application was being cancelled because my identity could not be verified, after which, a refund check was sent two weeks later for $273.49. I attempted to deposit the check into my account at Wells Fargo, but it was rejected because the check was made out to "Fraud Alert **** ****** ** **** *** **** ** ************ Over the course of two months I called 3 times to have the check reissued in my name and was told it would. It never arrived. After having lost all my patience, I resorted to contacting my credit card company to which the charge was made; I told them my story, and they pulled my deposit back from GME and credited my charge account. Ever since, I've been getting collection notices from GME for $304.00 with the threat of reporting me to the three credit reporting agencies. Let me clarify: I have never been a customer of GME, they cancelled my application without fault on my part, they never activated my electric meter, I never consumed a single watt/hour of GME electricity. My only mistake was coming across their website. I will never pay them...not one penny. Conversely, they should pay me for the time and expense I've expended trying to resolve this issue, which I will seek, if they damage my credit rating which is excellent. Shortly after my application was rejected by Green Mountain, I applied with another energy provider. They had activated my meter within two hours and have been paying them dutifully since, as I always do when I owe money.

Desired Settlement: Cease and desist.

Business Response: Green Mountain Energy Company’s Response to BBB 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:
 
Summary of Complaint
Mr. ****’ complaint against GMEC is that Mr. **** states that after he cancelled an enrollment application with GMEC due to a Security Notification Fraud Alert, a refund check for $273.00 was sent to him but unable to be cashed due to the name on the ‘Pay To’ field.  Mr. **** advises that after disputing the deposit payment with his financial institution, he has been receiving collections notices from GMEC in error.  Mr. **** is requesting further assistance regarding the matter.
 
History
After researching this complaint we have concluded the following: 
 
On 3/18/2014, an on-line request was received from Mr. **** to enroll his electric service at **** ****** ** ***** *** ***** ***** ***** to GMEC effective 3/19/2014.  Account #******** was established at that time.  A security deposit for $279.00 was requested to complete Mr. ****’ enrollment request.  Mr. **** processed a payment of $279.00 for the deposit amount.  Our records indicate that an email confirmation was sent to Mr. **** ** ****_****@hotmail.com.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL). 
 
On 3/19/2014, GMEC received a security notification from the credit bureaus for Mr. ****’ account.   At that time, a fraud alert notification was placed on his account. A GMEC representative attempted to contact Mr. **** on 3/19/2014 and 3/24/2014 to advise him of the alert and to request to verify his identification; however, the attempts were unsuccessful and messages were left.
 
Mr. ****’ enrollment to GMEC completed on 3/19/2014; however, as a result of the security notification and documentation not received by Mr. ****, a request was sent on 3/25/2014 to return Mr. ****’ electric service at **** ****** ** ***** *** ***** ***** ***** to the previous REP effective 4/2/2014.  Additionally, as a result of the security notification and Mr. ****’ identify being unable to verified, the name on the account was changed to Fraud Alert.
 
On 4/4/2014, the process to return Mr. ****’ electric service to the previous REP completed with an effective date of 4/2/2014.  On 4/4/2014, a final invoice with a credit balance of $273.49 was sent for the final billing period of 3/19/2014 through 4/2/2014.  On 4/14/2014, a refund check for $273.49 was sent to Mr. **** to the mailing address on record, which reflected Fraud Alert in the ‘Pay To’ field.
 
Between 5/16/2014 and 5/30/2014, multiple contacts were received from Mr. **** regarding the status of his refund check and the name reflected on the check’s ‘Pay To’ field.  At that time, a GMEC representative processed a request to change the name on the account back to **** ****; however, the refund check was not recalled and reissued at that time.
 
On 6/24/2014, GMEC received notification that Mr. ****’ $279.00 security deposit payment was not honored by his financial institution.  At that time, a returned payment fee of $25.00 was charged to the account, leaving Mr. ****’ account with a balance due of $304.00.
 
On 7/15/2014, a final notice for $304.00 was sent to Mr. **** advising “Our records indicate that 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.”
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. **** may have experienced.  However, GMEC has implemented processes surrounding security notifications received from the credit bureaus which include requesting customers to provide two forms of identification.  When a security notification occurs, a restriction is placed on the enrollment until the requested documentation is received and verified.  In order for the Security Notification to occur, the customer would have had to initiate the Security Notification flag directly with the credit bureaus.  This flag to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus.  Taking action on this notification will allow GMEC to be in compliance with the Federal Law (Fair Credit Reporting Act).
 
In conclusion, GMEC understands that Mr. **** had difficulty in presenting his refund check to his financial institution as a result of the security notification.  On 9/8/2014, a request was processed to void the refund check sent to Mr. **** and apply the credit to the account.  As a courtesy, the remaining balance of $30.51, which includes a returned payment fee of $25.00 and the 4/4/2014 invoiced current charges of $5.51 have been credited to Mr. ****’ account. 
 
As previously stated, Mr. **** is no longer with GMEC as of 4/2/2014.  A Statement of Account reflecting Mr. ****’ account balance was sent on 9/15/2014 for his review. 
 
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. 
 
******* ********
Customer Support
###-###-####

9/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i suffered a stroke 2 years ago. I forget alot, green mountain notifies me by phone when i am late or if my electricity is going to be disconnected. I missed a july payment, yet when i paid my bill in august i was not notified by the rep i spoke to nor did the computer flag me. Shortly thereafter my electricity was disconnected. The 28th Of August during the day the power was cut. When i returned home from school i got on the phone with green mountain and tried to get in touch with a supervisor. After 2 calls waiting over 30 mins each and 1 waiting over 40 mins, on another call i got in touch with a supervisor. we straightened out my payment which i maid on the phone to the supervisor and he assured me our power would be on the next morning. Oncore informed they turned the power on at 10:30 the next morning yet there was no power. I went back and forth with green mountain and oncore, finally had the maintenance crew out who verified the circuits had no power, Evidently oncore turned the power back on at 6:30 that evening, however no-one came out to meet me. the entire situation was handled most unprofessionally with the dissemination of incorrect information given. I feel green mountain and oncore should be held accountable, and oin green mountains case, how can they claim they give customer service when a customer can not be given the corporate office phone number on request? Isn't it deceptive trade practice when a customer looksup on the web the number for green mountain corporate and the number given des not allow the customer to speak with corporate?

Desired Settlement: green mountain can provide a corporate phone number and pay my electric bill, the corporate phone number should easily accessible to any customer that requests it.

Business Response: Green Mountain Energy Company’s Response to BBB 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:
Mr. ******' complaint against Green Mountain Energy Company (“GMEC”) concerns the timeframe it took for his electric service to be reconnected after being disconnected for non-payment.  Mr. ****** states that after he paid the required amount for reconnection on August 28, 2014 he was advised reconnection of service would be completed by 10:00 am on August 29, 2014; however, reconnection did not occur until 6:00 pm on August 29, 2014. Additionally, Mr. ****** states he was not provided the telephone number for GMEC's corporate office. 

History:
A review of Mr. ******' account confirmed that on August 28, 2014 when Mr. ****** processed his required payment for reconnection, a GMEC representative did state to Mr. ****** that because an advanced or "smart meter" is installed at the premise, reconnection should be completed on the morning of August 29, 2014. However, the GMEC representative also quoted the required mandatory advisory that the maximum timeframe to complete reconnection as determined by Oncor Electric Delivery (Oncor) could take until 11:59 p.m. on August 29, 2014. 

Our records reflect Mr. ******' service was reconnected by Oncor on August 29, 2014 at 5:53 p.m.

Regarding Mr. ******' request for GMEC's corporate telephone number, our records reflect that Mr. ****** was advised by the GMEC agent on August 28, 2014 that only an internal transfer extension was available, and GMEC's corporate number could be found online. 

?Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. ******. 

Several attempts were made to contact Mr. ******’ regarding his BBB complaint; however the attempts were unsuccessful and messages were left. Additionally, Mr. ******’ concern regarding GMEC’s corporate telephone number being unavailable to our customer service representatives has been addressed. For Mr. ******’ reference, GMEC’s corporate telephone number is ###-###-####.   We appreciate Mr. ******' continued service with GMEC.

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. 

***** *****
Customer Support
###-###-####

9/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I moved out of my apartment in April 2014. I had an over payment of $108 per the last invoice that was sent to me on May 2nd. I called Green mountain Energy the next week after receiving the final invoice to confirm when I would receive the over payment. They told me it would take anywhere from 10 to 45 days. Really....45 days?? I called again in June to confirm if the payment was sent since I had not received it. The customer service Repesentative told me there was an error and it seems like the check was never sent. I had confirmed my new address as well with them to make sure it would get to the right place and my forwarding address was correct in their system. I called the third time again in August to confirm where my check was since it has now been well over 45 days from the last time I called and I keep getting the run around with the same answer that the check as been sent and it could take anywhere from 10 to 45 days. It has not been a total of 4 months and I still don't have my money. This is very frustrating to deal with. I am tired of calling them with no resolution. A $108 is a lot of money for me! When Green mountain energy does not receive their payment on time, they are quick to send out e-mails, letters and phone calls about a bill being past due but when money is owed to somebody they are horrible at taking care of their customers and returing what is due in a timely manner!

Desired Settlement: $108

Business Response: Green Mountain Energy Company’s Response to BBB 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 disputing the time frame to receive a refund check for electric service at **** ******* **** ****.
 
History
On April 8, 2014, Ms. **** contacted GMEC to process a move out request for electric service at **** ******* **** **** for the requested date of April 30, 2014.
 
On May 2, 2014, a final invoice for a credit balance of $108.35 was sent for the final billing period of April 11, 2014 through April 30, 2014 with a previous amount due of $83.45, payment and adjustments of -$233.49, and current electricity charges of $41.69.
 
On May 15, 2014, Ms. **** contacted GMEC to inquire on a credit balance for the account.  The agent verified that the amount was a credit balance and processed a request to issue a refund check.  The agent advised to allow ten business days for the processing of the refund.
 
On July 21, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account.  The agent reviewed the account and escalated the issue to research the missing refund check.  The GMEC agent advised that it could take up to 7-10 business days to reissue the refund check.
 
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  GMEC’s records show that a refund check for $108.35 was issued out on July 25, 2014 to the mailing address of 2355 Lebanon Rd Apt 4204 as provided by Ms. ****.  The outstanding check would be cancelled and a new refund check will be issued as of September 18, 2014 with the mailing address of 2355 Lebanon Rd Apt 420.
 
 
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.
 
**** *********
Customer Support
###-###-####

9/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a complaint regarding the company's customer service, breaking the laws of PUC of Texas, misleading information, unwillingness to assist customer, rudness, lies, etc!!!!

Desired Settlement: I want to be treated fairly, and services provided to me that are required by law. and an apology for the way this has been handled and how I've been treated!

Business Response: Green Mountain Energy Company’s Response to BBB 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:
 
Summary of Complaint
*** ********’s complaint against GMEC is that she is disputing a switch-hold placed for her electric service at 102 East Austin Avenue #A.  Ms. ******** is requesting further assistance regarding the matter.
 
History
On September 2, 2014, *** ******** contacted GMEC and requested a priority enrollment at 102 East Austin Avenue #A effective as of September 3, 2014.  The GMEC agent enrolled *** ******** on GMEC's Pollution Free e-Plus Reliable Rate with an average price of 11.0¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a 12 month plan with a cancellation fee of $200.00.   Additionally, *** ******** was advised that a switch-hold was currently active at 102 East Austin Avenue #A and that a New Occupant Confirmation (“NOC”) form and supporting documentation, such as a deed/lease agreement, would be required in order to remove the switch hold.  At that time, an NOC form was emailed to *** ********. 
 
On September 3, 2014, *** ********’s pastor contacted GMEC on behalf of *** ******** and made a one-time credit card payment of $279.00 for the security deposit.
 
Later that day, GMEC received the NOC form and a copy of *** ********’s lease agreement that reflected that names of Shonna and ******* ********.  After review of the lease agreement it was determined that ******* ******** has lived at the premise since May 2013 per the information obtained from a credit reporting agency.  Additionally, GMEC’s records reflect that on September 2, 2014, the current GMEC customer contacted GMEC requesting an extension which confirms that the current GMEC customer still resides at the premise.   Based on the findings *** ********’s request to remove the switch hold was denied.  A GMEC representative attempted to contact *** ******** to discuss her account but she was not available a message was left providing her with the findings.
 
Later on that day, several calls were received from *** ******** regarding her enrollment and she was advised that the request to remove the switch hold was denied because ******* ******** was found to be associated with the existing GMEC customer at 102 East Austin Avenue #A.
 
On September 5, 2014, *** ******** contacted GMEC concerning the switch-hold for the account.  The GMEC agent advised that the switch-hold was still in place due to the determination that  ******* ******** has lived at the premise since May 2013 per the information obtained from a credit reporting agency.
 
On September 12, 2014, *** ******** contacted GMEC concerning the status of the switch-hold.  The GMEC agent advised that the switch-hold can be removed to allow *** ********'s enrollment to complete if the previous customer placed a move out request.
 
On September 13, 2014, *** ******** contacted GMEC to request the removal of the switch-hold in place for the account.   The GMEC agent advised that the switch-hold in place would remain until the balance of the switch-hold is satisfied.
 
On September 17, 2014, *** ******** contacted GMEC to request the removal of the switch-hold in place for the account.  The GMEC agent advised that the switch-hold in place would remain until the balance of the switch-hold is satisfied.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused *** ********. 
 
On September 19, 2014, GMEC received notification stating that the switch hold was removed at 102 East Austin Avenue #A.  GMEC received confirmation that *** ********’s move-in request was processed and completed on September 19, 2014.
 
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. 
 
**** *********
Customer Support
************