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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 16 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 199 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

199 complaints closed with BBB in last 3 years | 112 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 29
Billing/Collection Issues 90
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 78
Total Closed Complaints 199

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Green Mountain Energy Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: May 09, 2001 Business started: 07/18/2000 Business started locally: 07/18/2000 Business incorporated: 07/18/2000 in DE
Type of Entity

Corporation

Business Management
Mr. John Bui, Senior Regulatory Analyst Mr. Jim Steffes Sr., President
Contact Information
Principal: Mr. John Bui, Senior Regulatory Analyst
Business Category

Electric Companies Solar Energy Equipment & Systems Dealers Solar Energy System Design & Installation Energy Conservation Products & Services

Alternate Business Names
Green Mountain Energy

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Additional Phone Numbers

  • (866) 301-3120(Phone)
  • (866) 767-5817(Phone)
  • (866) 767-5818(Phone)
  • (877) 463-2897(Phone)
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Complaint Detail(s)

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Green Mountain Energy online on 7/16/14 and the company sent me an email the same day (7/16/14) with my electricity account number and service start date of 7/18/14. I then receive a call on the date of service, 7/18/14, informing me that due to my fraud alert on my credit they required additional information. When I informed them I only had one of the acceptable forms of documentation they are requesting they told me there was nothing they could do. I asked why they did not call me sooner and they said they were just finding out. I told the guy to please cancel my service request and he refused. I then tried to sign up with a different provider and they are having issues because of an open order with Green Mountain Energy. The guy I spoke with refused to cancel my order on 7/18/14 and now on 7/22/14 I am receiving additional calls from the company. I am extremely angry they did not cancel as I requested since I signed up for a MONTH to MONTH plan. Now I am going to be charged penalties from my apartment complex for not having electricity which I feel Green Mountain needs to be held responsible for.

Desired Settlement: I want Green Mountain to pay the charges my apartment complex is going to charge me. If they cancelled as I said, then I would not be in this situation.

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 requesting a refund of penalty fees assessed to him by his apartment complex for his electric service account at **** ***** ****** ******* #**** due to a security notification. 
 
History
Our records indicate that on 7/16/2014 at 8:07 p.m., GMEC received a valid online sign up request from Mr. ****** for GMEC electricity services through GMEC’s website at www.greenmountain.com.  The online authorization for residential electricity service and terms were agreed to by Mr. ****** for service at **** ***** ****** ******* #**** Lewisville, TX 75067-2060.  Mr. ****** supplied his social security number and date of birth as verification authorizing the switch.  As a result, Mr. ******’s electricity service with GMEC began on 7/18/2014 (his requested start date). 
 
On 7/18/2014, GMEC received notification advising that a security notification was received from the credit bureau.  Due to the security notification, Mr. ****** was advised that two forms of identification would be required in order to complete his request; however, Mr. ****** explained that he did not have the required forms of identification available at that time.  A GMEC representative made additional attempt to contact Mr. ****** on 7/22/2014 regarding the security notification hold; however, the attempt was unsuccessful and a voice message was left.
 
Later on 7/22/2014, GMEC received notification that the electric service at **** ***** ****** ******* #**** was switching to another retail electric provider (REP) effective 7/23/2014, resulting in the closure of Mr. ******’s account. 
 
On 7/29/2014, a final invoice for $75.25 was sent for the billing period of 7/18/2014 through 7/23/2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. ******.  GMEC has implemented processes surrounding security notifications received from the credit bureaus which includes requesting customers to provide two forms of identification.  When a security notification occurs, a restriction is placed on the enrollment or the account until the requested documentation is received and verified.  In order for the security notification to occur, a customer would have 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 allows GMEC to be in compliance with Federal Law (Fair Credit Reporting Act).
 
Mr. ******’s electric service became active on 7/18/2014 with GMEC and subsequently closed on 7/23/2014 due to a request to switch the service to another REP.  Mr. ******’s service request was processed in accordance with his online authorization and his account was invoiced for electric service used during this timeframe.  Additionally, a review of Mr. ******’s 7/18/2014 customer service interactions determined that Mr. ****** did state that he wanted to cancel his service request but only if the electric service was not connected on 7/18/2014.  After advising Mr. ****** that a supervisor was available to discuss his account concerns further, Mr. ****** agreed to have his call transferred to a supervisor.  A GMEC supervisor advised Mr. ****** that his enrollment request was sent to the transmission and distribution service provider (TDSP) to be worked and was currently scheduled for 7/18/2014.  Mr. ****** was also advised that with the electric service being connected, he would still need to provide two forms of identification to satisfy the security notification requirements. 
 
Again, GMEC regrets any inconvenience or confusion regarding these proceedings; however, 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 8:00 a.m. to 5:00 p.m. 
 
******* ********
Customer Support
###-###-####

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

I am rejecting this response because: The billing cycle is for 6 days and reflects a balance of $75.25. It was my understanding that Green Mountain Energy would not be connecting my electricity service until I provided 2 forms of identification. It was not until today that I was advised my service was in fact connected. While I do appreciate the follow up by the Green Mountain representative, in regards to my BBB complaint, I feel the company is not taking ownership of their employee's lack of accurate information. If it was explained to me upfront that my service was connected, I would not have cancelled. Rather, I would have worked with the company to work out an agreeably time frame for me to get the 2nd required document to them. Now I am paying a connection fee in the amount of $54.00. I feel like the representatives I spoke with lied and/or misled me into thinking my service was not connected. Therefore, I am requesting the $54.00 connection fee be waived.

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
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.
 
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:Green Mountain is trying to charge me $54 for a "Con Self Contained Meter" and my new provider is charging me the same thing. It is my understanding this is only a ONE time charge during my length at any ONE residence regardless of changing providers. This charge needs to be waived by Green Mountain.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is charging a fee for "disconnection notices" even if the bill is paid before the due disconnection date. No paper bills are being sent despite my correcting the address - they had been sending it to the incorrect apartment as confirmed by two separate agents earlier. Despite my asking to receive my monthly bill via email - an option that is available, I have not been sent the same. The amount charged is always way more than the monthly "view" amount! The account number was changed and the payment date changed without informing me which led to considerable confusion about the payment due date. This has been exploited by Green Mountain energy to assess me multiple late fee charges! The internet payment site on the website had been unavailable (screen shots available). Several agents have stated that the website is unavailable because the system is being updated which is why the pay online option is not available. That is Green Mountain's fault not mine - that option has to be made available to me. The phone payment system also does not work - repeatedly disconnected or payment cannot be accepted due to technical issues also being blamed due the system being upgraded. This again is Green Mountain's fault. Wait times are in excess of 70 minutes! Phone records available of all calls made as proof. All the agents are Mexican, speak very little English are are rude and totally unhelpful being unable to understand the issue- they should be fired. The Mexican supervisors (all are Mexican) are so bad that they ask me if I made a payment when that information is clearly available on my account for all others to see! I live in a tiny unit wherein the bill is much higher than expected specially considering I work over 10 hrs/ day. I asked for an energy audit to investigate theft of electricity (having had that problem in the past) on my connection due to the abnormally high charge (I was paying $30/month before signing up with this company) which was refused. This is the most fraudulent company I have ever come across with the worst employees. In the name of selling clean energy it is defrauding customers via spurious late fees and disconnection fees that are assessed even when the bill is paid in full before the disconnection due date!! I asked for a fixed date or window when my bill would be due each month but all agents refused to provide me with one. The payment due date has been changed from the 10th to the 16th and now to the 21st according to the information gathered from the phone system. I want a full refund of all those fraudulent disconnection notices and late fees immediately.

Desired Settlement: Removal of all disconnection fees and late fees from the account and an energy audit to investigate theft and explain the doubling of my electrical charges since subscribing with Green Mountain. (Previous bill for 6 months was $167!)

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 disconnect notice and late payment penalty fees which have been assessed to her electric service account at **** ********* ****.  Additionally, Ms. ******* states that her account information has not been available through GMEC’s online account management (OAM) or Interactive Voice Recording (IVR) system, is requesting an energy audit and would like to change her invoice due date.
 
History
On December 12, 2013, an invoice for $65.12 was sent for the billing period of November 15, 2013 through December 10, 2013 with a payment of $150.00 and charges of $215.12. 
 
On January 10, 2014, a disconnection notice for $65.12 was sent with a due date of January 21, 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.
 
On January 13, 2014, an invoice for $92.10 was sent for the billing period of December 11, 2013 through January 10, 2014 with a previous balance of $65.12, payment of $68.38 and charges of $95.36.  This invoice includes a late payment penalty of $3.26 and a disconnect notice processing fee of $20.00.
 
On February 10, 2014, a disconnection notice for $92.10 was sent with a due date of February 20, 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.
 
On February 11, 2014, an invoice for $206.81 was sent for the billing period of January 11, 2014 through February 9, 2014 with a previous balance of $92.10 and charges of $114.71.  This invoice includes a late payment penalty of $4.61 and a disconnect notice processing fee of $20.00.
 
Account records reflect that Ms. *******’s account # 42336317 migrated to GMEC’s new billing platform on February 24, 2014, establishing account #********.
 
On March 10, 2014, a disconnection notice for $94.71 was sent with a due date of March 20, 2014.  This notice also includes the following disclosure:
Green Mountain Energy Company Fees and Charges:
·         A late payment penalty as described in your contract
·         $20 for each disconnection and termination 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
 
Subsequent invoices were sent to Ms. ******* from March 19, 2014 through July 16, 2014.  Additionally, disconnect notices were sent to Ms. ******* on May 5, 2014, June 5, 2014 and July 10, 2014 providing Ms. ******* with the status of her account.
 
On March 13, 2014, Ms. ******* contacted GMEC regarding her account status and was provided with an explanation of her account.  Additionally, a disconnect notice fee of $20.00 was credited to the account as a courtesy due to a system conversion issue which prevent Ms. ******* from making her payment through the IVR.
 
On May 15, 2014, On March 13, 2014, Ms. ******* contacted GMEC regarding her account status and was provided with an explanation of her account.  Additionally, a disconnect notice fee of $20.00 and a late payment penalty of $2.58 were credited to the account as a courtesy.
 
On July 15, 2014, Ms. ******* contacted GMEC regarding her account balance and her call was transferred to a supervisor.  A GMEC supervisor provided Ms. ******* with an explanation of her billing and charges.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. *******.  Although it was anticipated that some issues might occur during the process of the system conversion, GMEC has taken precautions to help minimize adverse customer impacts.   
 
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.  No adjustments are warranted at this time.
 
GMEC does offer the Pick Your Due Date (PYDD) program which allows for customers to select a new due date for their monthly billing; however, accounts have to meet program requirements.  For additional information, Ms. ******* can contact our Customer Support Department at ###-###-#### Monday through Friday from 7:00 a.m. to 10:00 p.m. and on Saturday 9:00 a.m. through 5:00 p.m.
 
GMEC does not currently offer a Home Energy Audit program; however, Ms. ******* can register her account on SmartMeterTexas.com which provides tools that allow you to see your detailed usage data daily and monitor how electricity is used each 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir My name is **** *** and I am a long customer with Green mountain energy ID no ********** . I sign in for month to month contract for a year because I haven't decided whether to stay in ******* . But last month on June 23th I bought a house and plan to settle in *******. I told them I want to change to lower rate and long term contract . They say everything is taken care of They even read me the declaration . Then I follow it up on July the 8th to make sure that the change will be implemented. To my surprise nothing is done I am still on the higher month to month contract. They give me excuses because I was transferring .toi a new address and they cancel the contract order another BS. Again I complain and insists on the Talking to the supervisor and She assured me that they will change the contract immediately and ad issued a ticket to investigate and rectify my complaint. Her name is ********* and her badge number is ****** Again I call today and nothing is being done and I am still on the higher rate contract. I again complain. Now they told me the have to follow procedure and it take 1 billing cycle to complete investiga***n .I see a pattern of stalling, excuses, and passing the buck to keep me on the higher rate and prevent me from lowering the electric bill I need your help to rectify this problem if need be I will file formal complain **** *** **** ********* ***** ***** ****, ***** Phone ###-###-#### Email *******@yahoo.com

Desired Settlement: Change the rate immediately and reimburse me for unfair gouging

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 Green Mountain Energy Company concerns the disputed rate per kWh he was being charged.  Mr. *** states he signed up and agreed to a fixed rate plan; however, after processing a transfer of service request, found that his plan change request has been cancelled.  Mr. *** states he is being overbilled and is requesting further investigation into the matter.  
 
History
After researching this complaint we have concluded the following:  Mr. *** signed up and began service with GMEC on 8/16/2012 as his electricity service provider at *** ******** ***** **** ***** ***** ** ******  Our records indicate Mr. *** agreed to and signed up for the Green Mountain Energy Company Pollution Free (Variable) Rate Plan which included no monthly customer service charge and no minimum term. 
 
On 6/20/2014, Mr. *** contacted GMEC to enroll in a new product plan.  Mr. *** enrolled the in Green Mountain Energy Company Pollution Free e-Plus Reliable Rate (Fixed) Plan at the average rate of 10.9 cents/kWh with a twelve (12) month minimum term subject to an early termina***n fee.  The new rate plan was set to begin on 6/2014.  Attached is the 6/20/2014 call recording and electricity facts label as a reference.
 
Additionally, our records indicate that later on 6/20/2014, Mr. *** agreed to transfer the service from *** ******** ***** **** ***** ***** ** ***** to **** ********* ***** ****** **** ** ***** and service began at **** ********* ***** ***** on 6/23/2014.  Mr. *** was served by GMEC at *** ******** ***** ***. **** from 8/16/2012 to 07/15/2014 and at **** ********* ***** ***** from 6/23/2014 to current. 
 
On 7/8/2014, Mr. *** contacted GMEC and was advised that his 6/20/2014 request to change his price plan was cancelled as a result of his transfer of service request.  At that time, Mr. ***’s call was transferred to a GMEC supervisor and a request was processed to investigate Mr. ***’s account.  Mr. *** was advised that the investiga***n can take up to 1-2 billing cycles to complete.
 
On 7/15/2014, Mr. *** contacted GMEC regarding the status of his price plan investiga***n and was advised that the investiga***n was still pending.  Mr. *** was offered to enroll his account on GMEC’s Pollution Free Loyalty Smart (Fixed) Plan at the average rate of 10.3 cents/kWh with a six (6) month minimum term subject to an early termination fee and Mr. *** agreed.  At that time, Mr. ***’s request was processed.  The new rate plan was set to begin on 7/2014.  Attached is the 7/15/2014 call recording and electricity facts label as a reference.
 
Later on 7/15/2014, a GMEC representative incorrectly determined that Mr. ***’s account had been invoiced properly according to his price plan change requests and closed Mr. ***’s disputed price plan investiga***n.
 
Mr. ***’s GMEC account and service address do not have a “switch-hold” due to an average payment plan or a deferred payment plan, or due to meter tampering. 
 
Resolution
In conclusion, GMEC apologizes for any confusion and miscommunication Mr. *** may have experienced during his transfer of service in regards to his contracted fix pricing product.  There was no intent by GMEC to mislead Mr. ***.
 
Mr. ***’s plan change request was completed on his previous service address at *** ******** ***** ***. ****.  Due to the pending status of Mr. ***’s plan change request, it was unable to be transferred to his new service address at **** ********* ***** ***** and was subsequently cancelled.  The customer service representative Mr. *** spoke to on 6/20/2014 was unaware of GMEC’s policy regarding price plan changes completed prior to the comple***n of a transfer of service request. 
 
As a result of the error by GMEC, Mr. ***’s account has been credited $99.75 which is the difference between what the account was invoiced under the Pollution Free (Variable) Rate Plan from 6/5/2014 – 7/15/2014 for *** ******** ***** ***. **** and from 6/23/2014 – 7/7/2014 for **** ********* ***** ***** and the price plan Mr. *** agreed to switch the account to on 6/20/2014, the Pollution Free e-Plus Reliable Rate (Fixed) Plan.
 
Again, GMEC apologizes for an inconvenience Mr. *** 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2014, I signed a contract to begin a 3 months of fixed rate electrical power through Green Mountain Energy, to begin on April 30. The service actually began on May 1. This means this contract would cover my electrical services for the months of May, June, and July. However, in July, my contract was terminated with no notice whatsoever, and I was placed on a month-to-month contract, which came with a 50% higher rate. So in July, I was billed for 458 kWh of electricity at $0.120250/kWh = $55.07. I should have been billed for 458 kWh of electricity at $0.085810/kWh = $39.30 This is a difference of $15.77. To compound matters, my auto payment for June was rejected with no notification from Green Mountain Energy. So I was charged a $3.65 late penalty. I was not informed that my automatic payment was rejected or told why it was rejected. Therefore I could not possibly avoid this $3.65 late fee.

Desired Settlement: Green Mountain Energy should refund to me the amount that I was overcharged in July $55.07 - $39.30 = $15.77. They should also refund the late payment fee ($3.65), as my late payment was a result of their rejecting my automatic payment and their lack of notification of the rejection. The total refund should be $15.77 + $3.65 = $19.42

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 final invoiced balance and a late payment penalty for his electric service account at **** ******* ***** *****.  
 
History
After researching this complaint GMEC has concluded the following:  Our records indicate on April 14, 2014, GMEC received a valid authorization from Mr. **** for GMEC electricity services as an online enrollment effective for April 30, 2014 establishing account #**********.  Mr. **** requested to enroll on GMEC’s Pollution Free Try 3 plan with an average price of 8.7¢ per kWh based on 2000 kWh.  This plan has a 3 month term and it has a $150.00 cancellation fee.  The automatic payment option by credit card was established to the account as well.
 
On June 4, 2014, an invoice for $72.93 due by June 20, 2014 was sent for the billing period of May 1, 2014 through June 2, 2014 with current electricity charges of $72.93.  The invoice reflected the Pollution Free Try 3 plan as being in effect.
 
On June 20, 2014, a payment of $72.93 posted to Mr. ****'s account.  However, the payment of $77.34 was returned from Mr. ****'s financial institution on the same day resulting in his account being removed from the automatic payment option program.
 
On June 23, 2014, correspondence was sent to Mr. **** advising him of the returned payment of $72.93.  Additionally, the correspondence advised Mr. **** that as a result of the returned payment, his account had been removed from the “Automatic Payment” option and in order to avoid possible disconnection of his electric services, to please remit a payment immediately by a method other than credit card.  A late payment penalty fee of $3.65 was placed on the account for the same date.
 
On July 2, 2014, an invoice for $106.31 due by July 18, 2014 was sent for the billing period of June 2, 2014 through June 30, 2014 with a previous amount due of $72.93, payments and adjustments of $49.28 and current electricity charges of $82.66.  The invoice reflected the Pollution Free Try 3 plan as being in effect.
 
On July 10, 2014, GMEC received a switch request from a retail electric provider (REP) and the request was processed the same date.
 
On July 14, 2014, a final invoice for $38.14 due by July 30, 2014 was sent for the billing period of June 30, 2014 through July 10, 2014 with a previous amount due of $106.31, payments and adjustments of $126.31 and current electricity charges of $58.14.  The invoice reflected the Pollution Free Extend plan as being in effect.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ****.  A review of Mr. ****’s account determined that the final billing period was billed on an incorrect price plan.  A credit of $15.77 was credited to reflect the difference of the energy charge from the contract to the month to month plan of the Pollution Free Extend plan.  As a courtesy, the late fee of $3.65 was reversed from 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This was the letter I sent to the company after COUNTLESS phone calls and emails to try and get this issue resolved: I have a MASSIVE complaint to lodge to your company before I send this in to the Texas Energy Commission, Texas Attorney General, BBB, and my lawyer. I called up last week to set up service with your company Thursday, 6/26. I was told about the $276 deposit, and asked if I could do anything to have it waived. I was told if I had a letter of credit sent from my last utility company, I could have it waived. I called my last company, CPS Energy in San Antonio, and they sent over a letter of credit to y'all. I was called the next day and told the letter of credit would not work because y'all need a record of how many late payments and disconnects I've had over the last year, even though my letter of credit stated I was in EXCELLENT standing, meaning I had NEVER had a late payment or disconnect. I called CPS back up that morning and told them the situation. They stated they had NEVER heard of a company ask for such a thing, and that every other utility company they have heard of always took the letter or credit with no problems. They stated they would try and help me out and send a new one with the information. I called GME later that afternoon to see if it made it through, and I was told that "everything was fine". I asked if they were still coming in the next day to set up my power since the previous owners power was going to be cut the same day. I was told it was in fact going to be switched over the next day (Thursday). The next day I showed up to my house at 11pm after a 16 hour shift at work to find that power had been cut to my house. It was obviously too late to call and find out what was going on, so I had to TRY and sleep in my 90+ degree house overnight till I could call. The next morning I called and spoke to your customer service, which is a TOTAL oxymoron when dealing with GME. I called and asked why my power had been cut. I was told it was because I had not paid my deposit. I told her that I was told the previous day that my credit report went through, and I had nothing to worry about and that my service was going to be started yesterday. She said that was incorrect, and that they probably meant that everything was good because my credit report had in fact made it in. That just infuriated me. Then I was transferred to a supervisor who was even LESS helpful. All she kept telling me is that there was nothing they could do. I told them what had happened, and that I had contractors coming to the house to fix some problems, and she said the only thing they could do was turn it on if the deposit was paid. I asked if I paid the deposit right away (which this is all sounding like a ransom now), if the power would be turned back on within two hours before the contractor got there. She stated it should be, and that if I do that, to call back to make sure the payment went through. I went back to my office and paid the deposit, called to make sure it went through, and was told it did. I asked when the power would be turned back on, and I was told it would be some time that day. I told the agent that I was told it would be within 2 hours and she said that's incorrect, and that the supervisor should not have told me that because they were not sure when it would be turned on. So basically, I was lied to by your company for a SECOND time within 24 hours, and I STILL didn't even have your service yet!!! 30 minutes later, a lady called from your company telling me the latest credit report would not work because it didn't have the disconnect or late payment information y'all wanted. I told her that I spoke to my company, CPS, and that they have never had to send a report like that, and they do not have the system to send what they wanted, but that GME could call them to get verification if they wanted since they were asking for something that's not done, and that the two previous credit reports showed I was in EXCELLENT standing with no prior problems. When I called GME back to tell them this, they said they would not call CPS and that there was nothing that they could do. This entire process seems like a scam, and the service so far has been atrocious so far. I also had to go through a sleepless night due to no power, and a fridge and freezer of spoiled food due to your lack of action and lies. I have bent over backwards to try and use your green company and all I've gotten so far are bad service, lies and excuses. I will wait till Tuesday for a response from your company to try and compensate/fix this matter before I continue with my action to the higher authorities. I look forward to hearing back from you VERY soon.

Desired Settlement: I would like a refund on my $279 deposit since my prior utility credit was excellent and should have been dropped in the first place, and a reimbursement for all the food I lost in my fridge and freezer due to the negligence and constant lies told to me by the people in "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
Mr. ******* is disputing the terms for the letter of credit requirements to waive a deposit request for electric service at **** ***** *****.

History
On June 25, 2014, Mr. ******* completed an enrollment for service online with Green Mountain Energy Company (GMEC) and agreed to begin his electric service effective June 25, 2014.  Mr. ******* agreed to enroll in GMEC’s Pollution Free Reliable Rate.  The online application advised that a deposit of $279.00 was required in order to complete the enrollment.  A satisfactory credit reference letter from a recent electricity provider would waive the deposit requirement and a fax number of ###-###-#### to submit the document was provided.  Mr. ******* was 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) at the time of the enrollment. 
 
Later that day, Mr. ******* contacted GMEC to check on the status of a faxed copy of the letter of credit.  The agent advised that the account was not showing in the system based on the account number provided from Mr. *******. 
 
Later that day, the enrollment was completed and the account appeared in the system.
 
On June 26, 2014, a deposit request letter was mailed to Mr. *******.  The letter advised that a deposit of $279.00 was required to begin service with GMEC and offered options to satisfy in lieu of the deposit request.
 
Later that day, Mr. ******* contacted GMEC concerning the voicemail left.  The agent reviewed the account and advised that the credit reference letter received was denied due to the letter not listing the number of late payments or disconnections for service with Mr. *******’s previous electric service provider.  Mr. ******* stated he would contact his previous provider to supply the requested document.  
 
On June 27, 2017, Mr. ******* contacted GMEC to advise that his electric service was disconnected.  The agent advised that a deposit requirement was still in place for the account to begin service and that the second letter of credit was not received at the time.  A GMEC agent advised that letter of credit did not list the number of late payments or disconnections of service to satisfy the deposit requirement.  Mr. ******* advised that he would submit an online payment to satisfy the deposit requirement to process the enrollment.
 
Later that day, a one-time online payment by credit card was posted to the account for $279.00.
 
Later that day, Mr. ******* contacted GMEC to verify that the deposit payment of $279.00 was received.  The agent verified that the payment was posted and that service would begin for the same day. 
 
Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Mr. *******.  After further research GMEC has concluded the following:  On 06/26/2014 GMEC did receive an online enrollment request from Mr. *******.  However, Mr. ******* did not meet GMEC’s minimum credit requirements after a “utility payment data review” was performed.  A deposit request letter was issued to advise that the deposit requirement would need to be satisfied before service could begin with GMEC.  The credit reference letter (letter of credit) would need to reflect that the prospective customer has been a customer of any retail electric provider or electric utility within the past two years prior to the request for service, is not currently past due on the account that is being referenced to establish satisfactory credit, and the customer has not had any disconnect notices or no disconnect requests and no more than one late payment within last 12 months.  The letter submitted from Mr. *******’s previous retail electric provider did not supply the requested information to determine if the deposit request could be waived 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: Complaint: ********

I am rejecting this response because there are many holes so far in this story.

First, there is no mention to the fact that I had called before the switch over was supposed to happen and told everything was fine, only to have my power off the next night.  Everything was OBVIOUSLY not fine, but I was told it was and went under the assumption it was. 

Second, I was assured my power should be turned on before a certain time if I paid my deposit, only to be told by another person that there were no guarantees it would be turned on by that time, and the supervisor never should have told me otherwise. 

Third, the deposit letter that was brought up did not make it to me till last Friday, July 11th.  That's over two weeks after the connection date. 

Fourth, despite all the lies, how am I held responsible for a deposit I clearly should not have to pay because I fit all the criteria to have it dropped.  The only problem is the two utility companies cannot seem to agree on a format for a letter of credit.  I have done absolutely everything asked of me and then some.  I have called both companies a MULTITUDE of times.  CPS states that they do not have the system to send GME the type of letter of credit they want, even though, as they state, that a letter of credit marked EXCELLENT should say it all, and the fact they have never had to send any other type of letter of credit.  I have offered to send GME statements from CPS from the last 12 months, and they won't take that, not even trying to work with me in the process.  I said they could call CPS to get whatever information they need, and the first time I was told they couldn't/wouldn't do it.  Then, talking to Bern yesterday, I was told he would call CPS to see what he could find out, and then he called back and told me that he was waiting for a call back, but that I would be contacted today and let me know what happened, never got that return phone call today. 

So again, all I've received from this company are lies, a night of no power or AC during a Texas summer, food spoiled in my refrigerator and freezer, major headaches, and no customer service whatsoever.  You would think a GREEN company would be a little friendlier and outgoing to try and bring customers in, not do what they're doing and push them away or try and help them in any way possible.  They obviously have no concern for customer service and trying to fix their mistakes, instead constantly trying to pin the problems on other people and the customer the whole time. 

If this is how this company works, I want a full refund of my deposit, reimbursement for the food that spoiled due to their negligence, and I want out of my contract and a few days to find a different company to switch over to who would actually value a new customer instead of alienate them! 

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
Our Credit department performed a secondary review of the credit reference letter submitted and the deposit request for the account has been waived at this time. 
 
GMEC values our customers and appreciates Mr. *******’s patience and the opportunity to review any concerns.
 
**** *********
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have paid ALL electric bills all the way through our term of living at this address. Even our 'Final Bill' was PIAD of $155.78. We received a our notice that we overpaid by $96.50. A month later we receive another bill stating we still owe an additional $155.78 (the exact same amount as previous 2 months.) I provided bank statements and a copy of their final invoice and they say is was a computer glitch and you still owe us. This is fraud on their part!!

Desired Settlement: I would like them to take this off my credit as this is their error!

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 that the balance of $155.78 for his electric service account at *** **** ************ **** be removed from collections.
 
History
On March 11, 2014, an invoice for $155.78 was sent for the billing period of February 7, 2014 through March 9, 2014.   
 
Account records reflect that Mr. ******'s account #42017375 began transitioning to GMEC's new billing system during the
month of March and completed in April 2014, establishing account #********.
 
On March 26, 2014, a payment of $155.78 posted to Mr. ******’s account, under GMEC’s new billing system reflecting an account credit balance of $155.78.
 
On April 1, 2014, Mr. ****** contacted GMEC and requested to close his account effective April 1, 2014 and his request was processed.   
 
On April 4, 2014, a final invoice with a credit balance of $96.50 was sent for the final billing period of March 10, 2014 through April 1, 2014 with a credit balance of $155.78 and current charges of $59.28. 
 
Later on April 4, 2014, a refund check for $96.50 was sent to Mr. ******.
 
Later on April 4, 2014, Mr. ******’s account transition to GMEC’s new billing platform completed, transferring the balance of $155.78 from GMEC’s previous billing platform to the current billing platform, bringing the account balance to $155.78.
 
Payment did not post to Mr. ******’s account; therefore, the outstanding balance of $155.78 was referred to a third party collections agency on June 22, 2014. 
 
Multiple attempts were made to contact Mr. ****** on May 13, 2014 regarding the account status; however, Mr. ****** disputed owing an account balance.
 
Resolution
We regret that Mr. ******’s recent experience with GMEC was a negative one.  As a result of the billing system transition, for a short period immediately after conversion, GMEC’s billing system reflected a zero balance for Mr. ******’s account although there was a balance due.  Although it was anticipated that some issues might occur during the process of the system conversion, GMEC apologizes for the confusion and inconvenience. 
 
Mr. ******’s account has been cleared of all collections activity and a courtesy credit of $25.00 has been applied to the account.  A corrected final invoice was sent to Mr. ****** on July 11, 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was called today to ask certain questions by a Green Mountain representative. The gentleman was extremely rude and sarcastic. I don't deserve to be treated that way.

Desired Settlement: I believe that Green Mountain Energy should treat their customers with patience and understanding, and not criticize them or belittle them.

Business Response:

Dear Better Business Bureau,

GMEC (“Green Mountain Energy Company”) sincerely apologizes to Ms. ********* for the experience she had with the sales representatives over the phone. We work hard to ensure that our sales and customer service practices meet high standards for quality, courtesy and professionalism. Based on the conduct described by Ms. *********, it appears that the sales representatives that she encountered fell short of those standards, and we regret that Ms. *********’s initial experience with GMEC was a negative one. We appreciate Ms. ********* bringing this incident to our attention and we have notified the appropriate managers for addition review of the incident.

We hope Ms. ********* recognizes the action of one sales representative does not reflect GMEC as whole. If Ms. ********* has any further questions, concerns, or is still interested in enrolling with GMEC as her energy service provider in the future, she can contact a GMEC customer service representative at ###-###-#### for more information. A customer service representative is available from Monday – Friday 8:00 a.m. to 6:00p.m., Eastern Standard Time. Again we apologize for her experience.

Sincerely,


**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2014 Problems with Product/Service
7/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/20 my power was turned off due to non-payment by 5/19 when I had already sent payment. Per my bank (*****), Green Mountain Energy had already received and cashed my payment. In order to turn my power back on I had to pay the full amount of $344.85 again. After speaking with a supervisor I was informed that no payment had previously been credited to my account since March 2014. When reviewing my banking records I located an April payment for $41.09 that I had sent on 4/7 and was returned to my bank in 5/12 On 5/22 I sent the above information, along with proof of double payment of $344.85 to Green Mountain Energy and was told I would have a resolution within two billing cycles. I have contacted Green Mountain on two occasions regarding this inquiry and have not received actual answers. The last time I contacted them (7/2) I spoke with an employee named Jorge who disconnected my call when I requested answers.

Desired Settlement: I am requesting the following from Green Mountain Energy: $344.85 for double charge Reimbursement of disconnect AND reconnect fees $30 wire transfer fee which I had to do in order to cover $344.85 paid via debit card in 5/20/14

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 missing payment of $344.85 and related fees for her electric service account at **** ****** ***** *****.
History
Account records reflect that Ms. ******’s account #******** migrated to GMEC's new billing platform on February 24, 2014, establishing account #10026108.
 
On April 18, 2014, an invoice for $354.85 due by May 5, 2014 was sent for the billing period of March 17, 2014 through April 16, 2014 with a previous amount due of $351.34, payments and adjustment of $144.23, current electricity charges of $142.74 and current non-electricity charges of $5.00.
 
On May 8, 2014, a disconnection notice was issued advising that the amount of $344.85 would need to be satisfied by May 19, 2014 in order for service to remain active for the account.
 
On May 20, 2014, Ms. ****** contacted GMEC to advise that her service was disconnected and that a one-time payment for $344.85 was processed through her financial institution.  The agent reviewed the account and advised that the payment did not reflect as posted to the account.  Ms. ****** submitted a one-time payment by phone with the GMEC agent for $344.85 to reconnect service.  The reconnect order was issued the same date.
 
Later that day, Ms. ****** contacted GMEC concerning the missing payment for the account.  The agent reviewed the account and entered a dispute to research the missing payment.
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  As a courtesy, the disconnect/reconnect fees totaling $40.00 and a $30.00 bill credit have been credited to Ms. ******’s account.   The issue concerning the overpayment of $344.85 is still currently under review.  Ms. ****** has been advised that once the payment is located and applied, the credit balance can be requested to be issued as a refund check back to 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
###-###-####

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, specifically the disconnect/reconnect credits made to the account. I will not consider the complaint "resolved" until I receive a refund check in the account of $344.85

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 06/21/22014 2:45pm, I called to cancel the account that was setup on 06/18/2014 around 7:00pm CST. Account number nor any handwritten documents were provided by the Green Mountain Sales person at the door. I called ###-###-#### obtained from their cancellation policy. After being routed to the 6th phone person, told me that my drivers license was not pulling up any data or account and she said she was routing me to her supervisor who eventually told me I was speaking with Reliant Energy. Hmmm how did that switch happen? Off the phone at 4:15 after 1:45mins of trying to cancel Green Mountain within the 3 Federal Business Day timeframe!!!! I am sending an email to rescission@greenmountain.com and Feedback@greenmountain.com and mailing a written cancellation today for services slated to start July 2, 2014

Desired Settlement: 1. Cancellation of any requested services for the residence 2. Prohibited from doing business in TEXAS!!!! Totally dishonest, time consuming, frustrating, and exhausting.....just to cancel a service that has not even been started, falls within the 3 federal business days.

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 cancel her enrollment request with GMEC for her electric service account at **** **** *****.
 
History
On June 18, 2014, a GMEC door-to-door sales representative contacted Ms. ****** and she agreed to switch her electric service at **** **** ***** to GMEC effective July 2, 2014.
 
On June 21, 2014, Ms. ****** contacted GMEC requesting to cancel her pending switch request.  While attempting to connect Ms. ****** to an account specialist to process her request, the call disconnected.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  On June 23, 2014, a request was processed to cancel Ms. ******’ pending switch originally scheduled for July 2, 2014.  Ms. ****** will no longer have electric service provided by 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company is fraudulently using my SSN. A very simple fact check would uncover that the SSN they have sent to collections does not match any of the account information they have on file. My personal credit score and ability to secure credit has been negatively affected because this company does not follow any basic due diligence. After 3 hours on the phone with them they still refuse to put me in contact with anyone other than CS and assure me I will be placed in the queue for escalation. A process that will take 14 business days!!! Meanwhile, I am not able to refinance my house because they will not agree to contact the collections agency to report their mistake. I am left with no recourse, even though they agree it is not my account. Worse yet, they clearly have all of the necessary contact information for the true account owner and will not "bother" them until they confirm their research. I should have to be the one fighting this and the company should be resolving this instantly based on the very basic facts that beyond any doubt do not tie me to this account. Truly disgusting.

Desired Settlement: I need Green Mountain Energy to contact the collections agency that they sent my SSN to immediately and inform them of their mistake. Not ideal, but the fraudulent collections against me must be placed on hold and very clear notes. This is a blemish in my permanent credit record that is 1 million % not legitimate and this company should feel the urgency to resolve swiftly.

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 an unauthorized account was opened in her name and is disputing the balance owed on the electric service account at *** **** ***** *****
 
Resolution
After researching this complaint GMEC has concluded the following:  A copy of an ID theft showing the service address and the amount due would need to be sent to GMEC’s credit department to initiate the dispute to remove from Ms. ******’s credit reporting.  Voicemails have been left with Ms. ****** to advise of the steps needed to complete the request. 
 
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:Mr. ********* has indeed left several messages. I have returned several messages and informed him of my limited availability due to traveling on business. I have provided preferred call times. Aside from providing a call back number, no instructions have been provided. The collections agency has been more responsive and agreeable to helping me navigate this mess. As far as I know to date, Green. Mountain energy has made no progress in helping me rectify this error than is not mine to begin with. Again, a simple act of due diligence on the part of the company would clearly show my SSN number does not match any of the information they have on file with this account. Additionally, this is the first I am hearing that they will need a police report to begin researching this issue. While I have already done that, thanks to the collections agency, one would expect that would have been critical information the company should have provided me during the first three hour day I spent on the phone with them. I am extremely displeased with their lack of concern to an issue that is greatly impacting my livelihood.


 



Regards,

**** ******

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal
 
Green Mountain Energy Company (GMEC) was able to get in contact Ms. ****** and receive the requested documentation to complete the negative credit reporting removal for Ms. ******.  A GMEC agent was able to confirm that the process may take up to 60 days to reflect the removal on her credit reporting, but would issue a letter verifying the steps taken to complete the removal of the negative credit reporting. 
 
We appreciate Ms. ******’s patience in resolving her issue.  For further questions, Ms. ****** would be able to contact me directly at 713-488-5061, Monday to Friday, 8 a.m. to 5 p.m.
 
**** *********
Customer Support
713-488-5061

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very frustrated with your companies service. I called your company to set up service but instead of your employees giving me all of the energy options they enrolled me in the most expensive option. I was flustered to find my first bill at $105 for 18 days when the kWh is 13.8 cents. I look online and your most expensive package is only 13.4 cents. Now I chose this company because of your energy efficiency but did not realize that you were willing to screw over your customers as well. I am a middle school teacher at a title one school who does not make a lot of money to be wasting on a greedy company. My proposal is to switch my plan to the Pollution Free 9.4 cent plan without a cancellation fee. This way I am still a customer of Green Mountain and will give your company another chance. If I had known that this plan was available in the first place my bill for this month would be $40 cheaper but because of your greed you chose to swindle a teacher for all I have mind you this is also the summer where I am making NOTHING. If you do not choose to honor my proposal I will pay for the $200 cancellation fee, pay my bill and take my business to Reliant that has a 9.9 cent plan as well. If I chose this plan your company chooses to loose more money than the over $300 you gain by my cancellation. As a teacher and Teach for America Corps member who meets hundreds of new Houston residents each year I will ensure that each of these new residents know whether Green Mountain energy is an adaptable company or one to steer clear from.

Desired Settlement: I would like to have my rate changed to the cheaper plan in the 9 cent range and the cancellation fee waived.

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 her electric service account at 3030 Shadowbriar Drive #817 to a lower price plan.
 
History
On May 21, 2014, Ms. ****** contacted GMEC agreed to enroll the electric service at 3030 Shadowbriar Drive #817 effective May 22, 2014.  Ms. ****** agreed to enroll on GMEC’s SolarSPARC Reliable Rate plan.  This plan includes an energy charge of 13.7900¢ per kWh, a base charge of $0.00 and a transmission and distribution service provider (TDSP) advanced metering charge of $3.05 per month.  This plan has a 12 month term and a $200.00 early cancellation fee.  Ms. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on May 23, 2014.
 
On June 17, 2014, an invoice for $105.58 was sent for the billing period of May 23, 2014 through June 9, 2014.
 
On June 23, 2014, Ms. ****** contacted GMEC via email advising that she was not pleased with her price plan and requested to switch to the Pollution Free plan without a cancellation fee.  A GMEC representative contacted Ms. ****** via email advising that she would have to contact GMEC Customer Care Department regarding changing her price plan.
 
Later on June 23, 2014, Ms. ****** contacted GMEC regarding her price plan, stating that when she contacted GMEC on May 21, 2014, she requested to enroll her account on the lowest plan available; however, her account was enrolled on our highest available plan.  At that time, Ms. ******’s call was transferred to a supervisor.  A GMEC supervisor advised Ms. ****** that a request could be processed to change her price plan; however, the cancellation fee would be applicable.  The GMEC supervisor attempted to locate the plan Ms. ****** stated was available online; however, was unsuccessful.  At that time, Ms. ****** requested to cancel her electric service and was advised that she would need to contact GMEC tomorrow during business hours; the department which would handle processing her request was currently closed.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  GMEC, like other retail providers, offers a variety of price plans that do change over time.  Based on current electricity market conditions, new price plans are created which may be higher or lower than previous price plans.  While this occurs with most electricity service providers, GMEC does make every attempt to offer customers the best plan available for their needs at the time of enrollment. 
 
A review of Ms. ******’s account determined that at the time of enrollment, Ms. ****** expressed that due to time constraints, she needed to complete her enrollment request quickly.  At that time, Ms. ****** was offered the SolarSPARC Reliable Rate plan and agreed to enroll.  Other possible price plan options were not discussed. 
 
We appreciate Ms. ******’s business and will be happy to discuss available plan options with her at her convenience.  Our Customer Care department is available at ###-###-#### from Monday to Friday, 8 a.m. to 8 p.m. and Saturday from 10 a.m. to 5 p.m. to discuss pricing options.  Additionally, available price plans can be located through online account management by visiting GreenMountain.com and clicking on My 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: Complaint: ********

I am rejecting this response because they failed to remedy the situation. I will still continue to encourage my peers to seek out other electricity companies as I am currently as well as cancel my plan with Green Mountain Energy by the end of the week.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Every month I get a disconnect notice from Green Mountain Energy because of their billing practices. I asked them for a 3 day notice (In all cases) because my husband doesn't get paid until the 25th or 26th of the month and they refused. I have to battle them every time just to get a 3 day extension to pay. This month they are disconnecting on 6/23/14 and I need an extension until 6/26/14. Here is my issue with their billing: The invoice date is: 5/20/14 I received the bill on: 5/26/14 The bill due date is: 6/5/14 This gives me a little over a week to pay the bill. The disconnect notice goes out on: 6/12/14 and I don't receive it until about 6/16 or 6/17. This only gives me 5 days to pay before my electricity gets disconnected. Their online account is very confusing and nobody seems to be able to explain some of the charges on my bill. I am very frustrated with them because of the way they bill me and demand payment right away. I need a couple of weeks to pay my bill, especially when the cost fluctuates so much. Please help me get a 3 day extension and get Green Mountain to change their invoicing practices going forward. I called them and tried to speak with their supervisor but she would not help me

Desired Settlement: I want them to change their billing and collection practices to be fair and realistic.

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”) concerns GMEC not allowing her to extend her disconnect date of her electricity service.  Ms. *********** states she is currently having financial difficulties and has been trying to contact GMEC grant an extension, but is being denied. Ms. *********** is requesting further assistance in the matter.
 
History
GMEC records reflect that Ms. ***********’s account # ******** migrated to GMEC new billing platform on February 14, 2014, establishing account # *********
 
After researching this complaint we have concluded the following:  Our records indicate Ms. *********** began electricity service with GMEC on 8/25/2010 at **** ***** ***** ****** ********, TX ******  On 6/12/2014, GMEC sent a disconnection due to nonpayment notice to Ms. ***********’s mailing address on record, which is the same address as her billing address.  This was Ms. ***********’s 9th disconnect notice within the past 12 months.  At the time of the disconnect notice being sent, Ms. *********** had a past due balance of $200.08.  No mail was returned due to being undeliverable and GMEC cannot be responsible for any postal issues Ms. *********** may have experienced in not receiving her notice.  The notice was sent to Ms. ***********’s billing address on record which is confirmed to be correct.  As stated in the notice, if GMEC did not receive full payment of all past-due charges of $200.08 by 6/23/2014, her electric service could be disconnected.  However, GMEC did receive a payment of $200.08 on 6/22/2014 bringing her account current with no further collections activity or risk of interruption of service at this time.
 
Ms. ***********’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
In conclusion, GMEC apologizes for any inconvenience Ms. *********** may have experienced.  However, proper notification and time was given to Ms. *********** to rectify to her past due balance on her GMEC account.  As a result, based on information from Ms. ***********’s account, GMEC acted appropriately due to the past due balance.  It is important for Ms. *********** to keep in accordance with her current payment terms.  In the future we would advise Ms. *********** to make proper payment in a timely manner to prevent interruption of 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 9, 2014, using the TX PTC web portal, I registered with Green Mountain Energy (GME) to provide my residential electric service effective March 24. GME provided a confirmation email for account ********-8; (fixed rate 6 month contract: pollution free smart 6; terms 7.8cents/ 500 kWh). During the following week I provided GME with a Letter of Credit and Contract Renewal Notice from my then current service provider (Summer Energy), copies of my TX driver’s license and US passport. I spoke with customer service to verify receipt / acceptance of documents on 15 March and was informed that documents required time to process and to check back on Monday 17 March. On Monday March 17, after 2 hours on the phone with customer service I discovered that account ********-8 had been cancelled. The GME invoice dated 3/10/2014 indicated that the deposit would be waived by providing a letter of credit. I provided all requested information; there was sufficient time to resolve any issues before start of service on 24 March. On March 18, subsequent cancelation of terms I contracted for on March 9, GME customer service would not stand by their original contract terms and offered only higher rates for the 6 month service contract that I originally selected 1 week earlier. GME confirmed new account #********-7. GME indicated that they now could only offer similar rates on a 3 month term. GME wound not accept a good letter of credit and was fixated on obtaining a $279.00 security deposit. No other utility has asked for a security deposit. GME customer service is disorganized, fractured and non-responsive. My wife and I have placed a credit freeze on access to our credit information to prevent identity theft. We also placed a fraud alert on our accounts subsequent placement of fraudulent charges on one of our credit cards. The freeze can be lifted for credit checks requested by legitimate businesses. GME did not make this request. I respectfully request your assistance to have GME honor the terms of the original contract offer that I selected on 9th March extended to my current account #********-7.

Desired Settlement: I respectfully request your assistance to have GME honor the terms of the original contract offer that I selected on 9th March extended to my current account #********-7 (extend the 3 month contract to 6 month contract; original terms as confirmed by email. EFL Green Mountain Energy Company (REP Cert. No. 10009) Pollution Free™ Smart 6 Average Price per kilowatt-hour (kWh) for Pollution Free™ Smart 6 electricity Average monthly use: 500 kWh 1000 kWh 2000 kWh CenterPoint Energy: 7.8¢ 6.9¢ 6.5¢

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 that GMEC honor a price plan previously requested for his electric service account at ***** ****** **** *****.
 
Details of the company’s original investigation
After researching this complaint GMEC has concluded the following:  Our records indicate on March 9, 2014, GMEC received a valid authorization from Mr. ********* for GMEC electricity services as an online enrollment effective the next scheduled meter reading, establishing account #********-8.  Mr. ********* requested to enroll on GMEC’s Pollution Free Smart 6 plan with an average price of 6.5¢ per kWh based on 2000 kWh.  This plan has a 6 month term and it has a $150.00 cancellation fee.
 
On March 10, 2014, GMEC received notification that Mr. *********’ social security number was flagged with a fraud alert.  As a result, a GMEC representative contact Mr. ********* to verify his information.  At that time, Mr. ********* was advised that 2 forms of identification such as his social security card, driver’s license, passport and/or military ID card would be required to complete his enrollment and Mr. ********* advised he would provide the requested documents. 
 
On March 13, 2014, an email was received from Mr. ********* regarding his enrollment.  A GMEC representative responded to Mr. *********’ email advising that the requested documents have to be sent to GMEC’s Credit Operations department at ###-###-#### fax.
 
Because further documentation confirming Mr. *********’ identity was not received an processed by GMEC’s Credit Operations department, a request was processed to cancel Mr. *********’ pending enrollment on March 13, 2014.   
 
On March 17, 2014, Mr. ********* contacted GMEC regarding his account status and was provided with his account status.  At that time, Mr. ********* agreed to enroll the electric service at ***** ****** **** ***** effective March 24, 2014 establishing account #********-7.  Mr. *********  agreed to enroll on GMEC’s Pollution Free Try 3 plan with an average price of 7.4¢ per kWh based on 2000 kWh.  The plan has a 3 month term and it has a $150.00 cancellation fee.  During the enrollment, Mr. ********* was advised that an identity hold was received for his account requiring him to provide a copy of his identification for processing.  Additionally, Mr. ********* was advised that due to a security notification, he would need to provide 2 forms of identification to GMEC’s Credit Operations department for review.
 
Later on March 17, 2014, documentation regarding Mr. *********’ identity was received and processed by GMEC’s Credit Operations department; therefore, the security notification and identity holds were removed from his account.
 
Mr. *********’ enrollment completed on March 24, 2014.
 
Resolution
GMEC apologizes for any confusion and miscommunication Mr. ********* may have experienced during his sign up to GMEC.  However, GMEC make every effort to ensure proper GMEC procedures are followed during the sign up through sales quality control monitoring.   GMEC believes Mr. ********* was properly notified of the documents required in order to complete his original enrollment and requested price plan under account# ********-8 during his enrollment process. Unfortunately, GMEC is no longer offering the Pollution Free Smart 6 plan with an average price of 6.5¢ per kWh based on 2000 kWh.  GMEC records do reflect that a contract expiration notice was sent to Mr. ********* on May 14, 2014 advising that his current price plan was expiring and to contact GMEC regarding available options for his account.  Mr. ********* can contact me directly and I will be happy to discuss available plan options.
 
Mr. *********’ account has been properly invoiced under the Pollution Free Try 3 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:

My response is attached. Please let me know if you require any additional information

Regards,

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

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

I am rejecting this response because: 2 of 4 requested documents attached.

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
While Green Mountain Energy Company (GMEC) understands Mr. *********’ price plan concerns, we are unable to honor his request to enroll his account on the Pollution Free Smart 6 plan with an average price of 6.5¢ per kWh based on 2000 kWh.  Mr. ********* acknowledges that he initiated a fraud alert with the credit bureaus to protect his personal information.  When GMEC received the fraud alert notification, we were unable to proceed with Mr. *********’ March 9, 2014 enrollment request until proper documentation was received and validated.  This information was communicated to Mr. ********* on March 10, 2014 and March 13, 2014.
 
The documentation requested to complete Mr. *********’ request was not received in the requested timeframe; therefore, his enrollment request was cancelled in accordance with GMEC’s fraud alert notification guidelines.
 
At the time of Mr. *********’ second enrollment on March 17, 2014, the Pollution Free Smart 6 plan was no longer available under the previously offered terms.  Please note from time to time, older GMEC electricity price plans expire and no longer become available and are retired.  New price plans are created which may be higher or lower than previous price plans based on current electricity market conditions.  This occurs with most electricity service providers.  GMEC offers a variety of price plans that do change over time.  GMEC regrets any inconvenience Mr. ********* may have experienced, however, once a price plan expires, it is no longer available to any customers. 
 
We appreciate Mr. *********’ business and will be happy to discuss available plan options with him at his convenience.  Our Customer Care department is available at ###-###-#### from Monday to Friday, 8 a.m. to 8 p.m. and Saturday from 10 a.m. to 5 p.m. to discuss pricing options.  Additionally, available price plans can be located through online account management by visiting GreenMountain.com and clicking on My Account.
 
******* ********
Customer Support
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I first emailed customer service last week letting them know that I would need to cancel the payment arrangement and get a new bill sent to me, also set a disconnect date as I am moving out of this apartment on June 17th (which can be verified through the leasing office) to another state (which is not deregulated like Texas so GME is NOT an option). They emailed back stating that I needed to CALL customer service in order to do that. I then called customer service and was able to get to an agent within than less than one minute. I explain the situation to the agent, I believe his name was ****. He said he could not do anything until the balance was paid. I reminded him of what customer service told me and that I was asking for a new bill to be sent and a disconnect date to be set and then get a final bill. He still said there was nothing he could. I told him that I am moving on June 17 and will not be paying for anything after that date. I then asked to speak with a supervisor. I was on hold for over 45 minutes. The agent only came back to the phone once and that was in the first 10 minutes. Then over 48 minutes later another "account specialist" comes on the phone and by this time I am aggravated so I told him I would only speak to a supervisor. I am put back on hold for over 5 minutes and no one comes back to the link so I simply hang up. I email customer service and about the experience and how what they told me is incorrect. I also sent them a photo of my phone log showing that I was on hold for almost an hour and nothing resolved. I let them know I would be filing a complaint with the BBB. I have not heard from anyone since.

Desired Settlement: I need the bill fixed as I requested and a disconnect date set for June 17th.

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 cancel her deferred payment plan for her electric service account at **** ********* ********* #****.  Additionally, Ms. **** is requesting to discontinue the electric service effective June 17, 2014.
 
History
On April 14, 2014, Ms. **** contacted GMEC and agreed to set up $209.96 on a five-month deferred payment plan with a down payment of $52.49 due by April 17, 2014and her request was processed.  A switch-hold was placed on Ms. ****’  electric service address at **** ********* ********* #**** until the deferred payment plan was satisfied.  At that time, Ms. **** processed a payment of $52.49.
 
Correspondence confirming the deferred payment plan agreement and terms was sent on April 15, 2014 which discloses that GMEC will apply a switch-hold until the final payment on the past due amount is processed.
 
On May 13, 2014, an invoice for $128.13 was sent for the billing period of April 8, 2014 through May 8, 2014 with a previous amount due of $304.36, payments and adjustments totaling $297.49 and current electricity charges of $116.66.
 
On May 30, 2014, Ms. **** contacted GMEC via email regarding the status of her account, requesting to cancel her deferred payment plan and process a move-out request.  A GMEC representative responded to Ms. **** via email advising that she would need to contact GMEC’s Customer Care Department in order to process her requests.
 
Later on May 30, 2014, Ms. **** contacted GMEC and requested to speak with a supervisor.  While attempting to connect Ms. **** with a supervisor, the line was disconnected. 
 
GMEC’s records reflect that payment did not post to Ms. ****’ account by May 29, 2014 in accordance with the deferred payment plan terms and conditions; therefore, the deferred payment plan was cancelled on June 2, 2014.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  At this time, GMEC records reflect that the deferred payment plan was cancelled on June 2, 2014.  Additionally, a request has been processed to discontinue Ms. ****’ electric service at **** ********* ********* #**** effective June 17, 2014.  If Ms. **** needs to make any changes or cancel the requested move out date, she would need to contact GMEC at least 2 business days before the scheduled date in order to process her request.  Ms. ****’ final invoice will be sent to the mailing address on file approximately five to seven days after her move-out completes.
 
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 still received a disconnection notice even though I have notified you all of cancellation.  Also I cannot continue to sit on hold for over an hour or more to confirm it and make the date June 18th. Please confirm it for June 18th. Also, your account of this situation is a bit inaccurate. I look forward to hearing from someone with confirmation of cancellation on June 18th and final bill being sent.
Regards,

***** ****

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
As requested, a move-out request was processed for Ms. ****’ electric service at **** ********* ********* #**** effective June 17, 2014.  Green Mountain Energy Company (GMEC) is no longer the service provider at this premise.
 
Additionally, a final invoice for $453.72 was sent to Ms. **** on June 20, 2014 for the final billing period of June 9, 2014 through June 17, 2014 with a previous amount due of $398.47 and current electricity charges of $55.25.  This invoice is due by July 7, 2014.  On June 23, 2014, a duplicate copy of Ms. ****’ final invoice was sent to the mailing address on file for the account 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a customer of the company for over 3 years and paid my bill promptly. This past year i was on a budget plan and in February the company sent me a much larger than ususal bill. I assumed it was settlement of the year even thought it had not been full year yet on budget plan. I asked for an extended plan and it was granted. The next month same story another huge bill over 900. My budget plan had been 360 monthly. In March I paid 588. In april I paid 703 and according to green mountain websitein May i paid 677. My payment i submitted in May was returned according to one of the customer reps at Green Mountain by them not me I had sufficient funds. I am tired of their harassment and threats to have my electricity cut off. Their invoices that are on one part of their website do not match the amount due on the other. I talked to their customer service repeatedly and the notes were always lsot like I had nver called them. I have many more examples of their incompetence but I will leave it at that. At the end of may i finally had enough and manged to change electricity providers. Please help.

Desired Settlement: An accurate not inflated final 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 and reported usage for her electric service account at **** ****** ******.  
 
History
On February 12, 2014, Mr. ******* contacted GMEC and agreed to set up $982.97 on a five-month deferred payment plan with a down payment of $247.97 due by February 12, 2014and his request was processed.  A switch-hold was placed on Mr. *******’s electric service address at **** ****** ****** until the deferred payment plan was satisfied.  At that time, Mr. ******* processed a payment of $247.97.  Confirmation of the deferred payment plan was mailed the same day.
 
On February 17, 2014, an invoice for $903.96 was sent for the billing period of January 16, 2014 through February 13, 2014 (4,081 kWh) with a previous balance of $982.97, payments of $247.97 and current charges of $1,151.93.
 
Account records reflect that Mr. *******’s account # ******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #********.
 
On March 14, 2014, a payment of $588.00 was posted to the account.
 
On March 19, 2014, an invoice for $422.02 was sent for the billing period of February 7, 2014 through March 10, 2014 (412 kWh) with a previous amount due of $1,491.96, payments of $1,125.44 and current charges of $55.50.
 
On April 10, 2014, an invoice for $1,355.04 was sent for the billing period of March 10, 2014 through April 8, 2014 (333 kWh) with a previous amount due of $703.29, an adjustment of $606.42 and current charges of $45.33.
On April 15, 2014, a payment of $703.29 was posted to the account.
 
On May 15, 2014, a payment of $652.00 was posted to the account.
 
On May 20, 2014, an invoice for $229.78 was sent for the billing period of April 8, 2014 through May 8, 2014 (485 kWh) with a previous amount due of $816.88, payments of $652.00 and current electricity charges of $64.90.
 
On May 21, 2014, GMEC received notification that the payment of $652.00 was not honored by Mr. *******’s financial institution.  At that time, his account was assessed a returned payment fee of $25.00.
On May 28, 2014, a final invoice for $1,163.74 was sent for the billing period of May 8, 2014 through May 23, 2014 (312 kWh) with a previous amount due of $229.78, an adjustment of $685.24 and current electricity charges of $248.72.
 
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 the deferred payment plan terms and conditions.
Mr. *******’s local TDSP is American Electric Power North West Texas Utilities (AEP West Texas Utilities).  AEP West Texas Utilities is Mr. *******’s local TDSP in this service address that is responsible for the actual physical reading and the sending of Mr. *******’s accurate meter reads to GMEC for billing.  AEP West Texas Utilities and GMEC are two completely separate entities and Mr. ******* would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed Mr. ******* based on meter reads provided by AEP West Texas Utilities. 
 
Mr. ******* can contact AEP West Texas Utilities for more information in regards to his meter or meter reads.  If any corrections were necessary, AEP West Texas Utilities would have sent an adjusted meter read to GMEC, and in turn we would have adjusted Mr. *******’s GMEC account charges accordingly.  However, GMEC did not receive any necessary corrections AEP West Texas Utilities and must assume the balance and meter reads were correct. 
 
In contacting Mr. *******, he did express concerns about the $200.00 early cancellation fee from the contract of the SolarSPARC Reliable Rate.  As a one-time courtesy for the account, the cancellation fee would be waived and an updated final invoice for the account would be issued.  Related statements from the account would also be issued detailing the charges and payments received.  Mr. *******’s account will also be referred to have payment arrangements established for the remaining balance of 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had Green Mountain as my electricity provider. This time was the second time that I had became their client and had disconnected the account. I had always had my account under automatic payment and paperless so that I will never pay late and to save paper and postage for them. The first time I disconnected the account, it went smooth. The last bill was automatically deducted from my credit card, and there was no problem. It has NOT been one year since I disconnected the first time and decided to become their client again. The first time was in November 2013. The second time, I realized they did it differently. I was no longer able to log into my account, but I still think that they would deduct the amount for the last bill straight from my credit card. I realized today that they had never charged my credit card and decided to open the letter I received from Green Mountain Energy. I called them up to pay the amount specified on the notice which was $95.42. The person that took care of me the first time never told me what the amount was, until I had to confirm with him if the amount was $95.42, he said that the amount was, in fact, $115.42. There is $20 discrepancy here. He gave me a phone number to the collection agency, so I called the collection agency 1-800-316-8064 and spoke with Beth, and she said that she was not able to find me in the system. She asked for full name (spelled), address, green mountain account number, last four of SS, and she still was not able to find me in the system. Then, she asked me to call Green Mountain back. I called Green Mountain back asking for a supervisor, and was put on hold for 30 minutes. ***** ***** (supervisor),Employee# ******, finally picked up the phone. I had to give her my information again (Spelled full name, last four digit of SS, account number, email address, address of the service). She mentioned something about not finding my address, basically someone that comes across as not knowing what she is doing. I told her my story, how my first experience with the disconnection was a lot different that this one. She was adamant that I still should get charged $20.00 "disconnection notice fee" regardless the fact that I had the account under AUTOMATIC PAYMENT and they do have my CC information in their system. Why should I pay for their mistake? The first time the deduct the last bill from my CC and now they don't? I ended up paying the amount because she did not want to do anything about it. Green Mountain Energy just lost their credibility in my eyes because of a mere $20 and it's because of their own inconsistency. $20 is not much but just the principle, I don't think they're supposed to charge me the amount because they're being inconsistent, and I am sure if I experience this someone else would or will too. I just thought I should bring this into everyone's attention.

Desired Settlement: I would like them to clear their act and start becoming more consistent about their disconnection process. I would also like them to hire better supervisors that know Customer Service and actually know what they're doing.

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 disconnect notice fee of $20.00 assessed to her electric service account at **** ******* ****.  Additionally, Ms. ***** states that she had a disappointing experience with GMEC’s customer service department when trying to satisfy her final balance.
 
History
On March 20, 2014, a final invoice for $95.42 was sent for the final billing period of March 12, 2014 through March 16, 2014 with a previous balance of $86.98 and total current charges of $8.44.  This invoice reflects a due date of April 7, 2014 and also states Do Not Pay This Invoice.
 
On April 23, 2014, GMEC received notification that Ms. *****’s payment of $95.42 was unable to be honored by her financial institution.  At that time, Ms. *****’s account was removed from the automatic payment option.  Additionally, correspondence providing Ms. ***** with her account status was sent on April 23, 2014.
 
On April 28, 2014, a disconnection notice was sent with a due date of May 8, 2014 advising that the amount of $95.42 would be due by May 8, 2014.   Additionally, Ms. *****’s account was assessed a $20.00 disconnect notice fee in accordance with her Terms of Service.
 
Payment did not post to Ms. *****’s account balance; therefore, the account was sent to third party collections due to nonpayment on June 1, 2014. 
 
On June 2, 2014, Ms. ***** contacted GMEC regarding her account balance, disputing the assessment of the $20.00 disconnect notice fee.  A GMEC supervisor provided Ms. ***** with her account status and explained why the account was assessed the fee.  At that time, Ms. ***** processed a payment of $115.42, leaving her account with a $0.00 balance.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *****.  While GMEC understands Ms. *****’s concerns regarding the final payment of closed accounts previously enrolled on automatic payment, a review of Ms. *****’s account determined that proper notification was sent informing Ms. ***** that the account had been removed from the automatic payment option.  Additionally, the $20.00 disconnect notice fee was properly disclosed in Ms. *****’s Terms of Service and on her April 28, 2014 disconnection notice.  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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am being billed over $1,000.00 because their systems are always going down and no one at customer service can or will attempt to resolve the 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
Mr. ****** is requesting an explanation of the billing and charges for his electric service account at **** *** ****** #***.  Additionally, Mr. ****** is requesting compensation for his time.
 
History
On December 30, 2013, an invoice for $557.88 was sent for the billing period of November 25, 2013 through December 26, 2013 with a previous balance of $322.60, payments totaling $322.60 and charges/previous credits of $557.88.
 
On January 28, 2014, an invoice for $1,407.16 was sent for the billing period of December 27, 2013 through January 26, 2014 with a previous balance of $557.88, payments of $0.00 and charges/previous credits of $849.28.
 
On February 5, 2014, Mr. ******** on behalf of Mr. ****** contacted GMEC regarding the invoiced charges and was provided with an explanation of his billing and charged.  Additionally, the GMEC representative provided Mr. ******** with an explanation of the price plan for the account.  Mr. ******** inquired if a new plan was selected, could the effective date be applied to the current invoice and was advised that it could not.  At that time, Mr. ******** requested to speak with a supervisor and his call was transferred.  A GMEC supervisor provided Mr. ******** with an explanation of his billing and charged and offered to place the balance due on a deferred payment plan with a down payment of $352.16 and 5 installments of $211.00 to be added with the following months invoices and Mr. ******** agreed.  Correspondence providing the terms on Mr. ******’s deferred payment plan was sent on February 5, 2014.
 
Later on February 5, 2014, a payment of $352.16 posted to Mr. ******’s account.
 
Later on February 5, 2014, a GMEC supervisor contacted Mr. ****** regarding his account concerns and provided an explanation regarding the account price plan.  At that time, the GMEC supervisor agreed to credit Mr. ******’s account $400.00 as a courtesy.
 
On February 26, 2014, an invoice for $217.72 was sent for the billing period of January 27, 2014 through February 24, 2014 with a previous balance of $1,407.16, payments totaling $352.16 and charges/previous credits of $569.88.  This invoice includes a customer appreciation credit of $400.00 and the deferred payment plan details:
            Previous deferred payment plan amount         $1,407.16
            Deferred payment plan installment charge(s)   -$563.16
            Remaining deferred payment plan balance      $844.00
 
Account records reflect that Mr. ******’s account # 41609924 migrated to Green Mountain Energy Company’s new billing platform on February 27, 2014, establishing account #***23584-4.
 
On March 24, 2014, a disconnection notice for $217.72 was sent to Mr. ****** due by April 3, 2014.
 
On March 31, 2014, an invoice for $774.76 was sent for the billing period of February 25, 2014 through March 26, 2014 with a previous amount due of $1,061.72, an adjustment credit of $602.11 and current charges of $288.82.
 
GMEC’s records reflect that payment did not post to Mr. ******’s account by the February 26, 2014 invoice due date of March 17, 2014 in accordance with the deferred payment plan terms and conditions; therefore, the deferred payment plan was cancelled on April 18, 2014.
 
On April 30, 2014, a disconnection notice for $1,163.71 was sent to Mr. ****** due by May 12, 2014.
 
On April 30, 2014, an invoice for $1,335.80 was sent for the billing period of March 26, 2014 through April 28, 2014 with a previous amount due of $748.43, payments and adjustments totaling $430.72 and current electricity charges of $156.65.
 
On May 8, 2014, Mr. ****** contacted GMEC regarding his account status and agreed to set up the balance of $1,163.71 on a 5 month deferred payment plan with a down payment of $290.93 due by May 12, 2014.  Correspondence providing the terms on Mr. ******’s deferred payment plan was sent on May 8, 2014.
 
On May 12, 2014, a payment of $300.00 posted to Mr. ******’s account.
 
GMEC’s records reflect that payment did not post to Mr. ******’s account by the April 30, 2014 invoice due date of May 16, 2014 in accordance with the deferred payment plan terms and conditions; therefore, the deferred payment plan was cancelled on May 20, 2014.
 
On May 23, 2014, a disconnection notice for $1,035.80 was sent to Mr. ****** due by June 2, 2014.
 
On June 2, 2014, an invoice for $1,226.80 was sent for the billing period of April 28, 2014 through May 29, 2014 with a previous amount due of $1,335.80, payments and adjustments totaling $252.17 and current electricity charges of $143.17.
 
Payment did not post to the account by the May 23, 2014 disconnection notice due date; therefore, on June 4, 2014, a disconnection request was submitted to the transmission and distribution service provider (TDSP).
 
On June 5, 2014, Mr. ****** contacted GMEC regarding being without electric service at his premise and was provided with an explanation of his account status.  At that time, Mr. ****** processed a payment of $1,035.80 and a reconnection request was submitted to the TDSP.
 
Later on June 5, 2014, GMEC received notification that the reconnection request had been processed.
 
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 the deferred payment plan terms and conditions.  A statement of account detailing Mr. ******’s account charges has been sent to him for his review.  At this time, the balance due from Mr. ******’s  May 8, 2014 deferred payment plan have been satisfied.  Mr. ******’s account currently has a balance due of $191.00.
 
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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On the 28th of May I submitted a request online for transfer of service from one house to another due to moving. I received a confirmation email same day with the address details on both homes (gaining and loosing); with a transaction number ensuring me that my services would be transferred and turned on the 2nd of June. When I moved into the new house the power was on because the previous tenant still had it on with respect to the contractual agreement. On the 2nd there was NO power at the house. I noticed this at approx. 1430 when I went home for lunch and found that the lights were off and the refrigerator full of groceries was warm. I proceeded to call them at 1520 when I returned to the office and explained the situation to them and asked if I could have the power turned on because it was an emergency. My groceries were spoiled, the house was hot (93 degree day in Texas), and I have two small children (1 and 4 years old), that are with me. After going back and forth with customer service, and the manager for 2 hrs to include being placed on hold for periods exceeding 30mins at a time, the only thing they said they could do was turn on the service the next day. I asked if I would be compensated for the groceries and inconvenience, and they said no because they were not at fault. They said that they didn't get a gaining address from me in order to turn on the service, but the confirmation email that I was sent from them days prior had both addresses on them and all other pertinent information. After hours of deliberation, all that could be done is just wait in the heat for the power to come on. This is highly unacceptable.

Desired Settlement: I believe I should be compensated at least for my groceries and suffering with my two small children because of this discrepancy. What they should do to prevent this from happening is instead of just a confirmation email, there should be a follow up phone call 24hrs prior to turning on the power to confirm that everything is coordinated to meet the customers' intent. Thank you for your help in 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 requesting a claims reimbursement for his electric service account at **** ******* ***** due to no power.
 
History
On May 28, 2014, an online request was received to transfer Mr. *****’s electric service from **** ******* ***** effective June 2, 2014 to **** ******* ***** effective June 2, 2014.  A confirmation email sent to Mr. ***** advised that the electric service identifier (ESID) number for **** ******* ***** was unable to be located.
 
On June 2, 2014, Mr. ***** contacted GMEC regarding the status of his transfer of service request and was advised that the enrollment was unable to be completed.  At that time, Mr. ***** agreed to enroll the electric service at **** ******* ***** effective June 3, 2014. 
 
Mr. *****’s enrollment completed on June 3, 2014.
 
Resolution
We regret that Mr. *****’s recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and miscommunication Mr. ***** may have experienced regarding his service start date.  Mr. *****’s request for a claims reimbursement has been submitted to our Claims Department for review.  Once complete, Mr. ***** will be contacted.    
 
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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our electric was turned off Wednesday of last week. 06/11/2014. When services were disconnected my husband and our 10 children left to a friends because of our financial situation we were able to find a state agency willing to help us with 2/3 of a bill 1200 out of 1600. when contacted my electric provider the advised me they would not take the pledge due to it having pledges already out. the agency advised me they had made the minimum payment needed so they could make a pledge on my account but payments wouldn't be processed until Wednesday 06/18/14, but if i could come up with 417$ as a payment arrangement they would reconnect the services. My husband and my self stayed n contact with green mountain to see if there was anything else they could help us with and we were treated very unprofessionally. we were hung up on, called names and was asked how come we were financial irresponsible, it was very difficult to be treated that way. My husband was very upset with matters and called the PUC ( public utility commission ) after doing so i feel as if i am now being targeted. They will now no longer take the payment arrangement after stating that they would, saying there was a time limit on there when i know for sure she never stated that nor was it like that before. also they are now still refusing to accept this state aid and they have received the minimum amount from the state agency . They are requesting the whole amount be paid in full. To make things worst the reason the bill is so high was one bill was 900$$, yet green mountain cannot explain why it was so high or why had used 2000 kw over. I'm very disappointed in the services i have received and for them to refuse state help for a family that is in a crisis is unacceptable. T o refuse help to a family of ten, a veteran father a working mother who is just financial trying to stay ahead is unconstitutional.

Desired Settlement: I would like to be worked with and not discriminated due to my lack of funds or the systems im working with to have my bill paid. I would also like them to accept the pledge or WORK SOMETHING OUT 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. ******'s complaint against Green Mountain Energy Company (“GMEC”) concerns having his service disconnected on 6/11/2014 for non-payment amount of $1,600.00.  Also Mr. ****** states that a pledge of $1,200.00 from Hill County Community agency was posted to his account; however, GMEC did not accept due to Hill County Community agency not posting the payments on time. Mr. ****** is disputing an increase in his electricity service rate and charges with GMEC stating that he previously mailed a signed agreement and is requesting further assistance into the matter.
 
 
History
On 8/16/2013, GMEC received a pledge from Hill Country Community Action for $202.93 in behalf of
Mr. ******’s account to protect his service and a 45 days protection block was placed.
 
On 8/20/2013, GMEC received a pledge from Hill Country Community Action for $202.93, $671.14, $131.00 and 397.00 totaling $1,402.07 in behalf of Mr. ******’s account to protect his service and a 45 days protection block was placed; however, the actual payment was not received until 8/28/2013.
 
Our records indicate that calls were received from Mr. and Ms. ****** on 12/20/2013, 2/24/2014, 3/24/2014, 4/9/2014, 4/23/2014 and 6/11/2014 to set up a deferred payment plans on his past due balance to prevent interruption of electricity service.  Mr. ****** was advised that the payment terms were in addition to his regular monthly billing.  Also, Mr. ****** was advised by entering into the agreement, he understood that GMEC would put a switch-hold on his account which meant that the will not be able to buy electricity from other electricity provider until payment this past due amount was paid. The switch-hold would be removed after their final payment on the agreed terms of payment of past due amount was processed.  While a switch-hold is applied, if Mr. ****** was disconnected for non-payment, he would need to pay GMEC to have his electricity service restored. 
 
Additionally, records do indicate Mr. ****** enrolled in the Pollution Free Reliable Rate Plan, at 10.4 cents per kWh which had a minimum contract term of 12 months, subject to an early cancellation fee.  Attached are Mr. ******’s Terms of Service and Pollution Free Reliable Rate Plan electricity facts label (“EFL”) at the time of enrollment.  The rate is effective from February 2014 through February 2015. In addition, confirmation was mailed to Mr. ****** on 2/17/2014.
 
Due to the continued nonpayment of Mr. ******’s account, a disconnect notice was sent on 5/27/2014 due by 6/6/2014 for the $1,670.06 past due balance.
 
Please note, due to Mr. ****** not meeting the payment installment obligations of the deferred payment plans, he continued to have a past due balance of $1,670.06 and as a result, became eligible for disconnection due to nonpayment on 6/11/2014.  A disconnect order was submitted by GMEC to Oncor Electric Delivery (Oncor) on 6/10/2014 and service was disconnected by Oncor on 6/11/2014.
 
Our records indicate on 6/11/2014, Hill Country Community Action called to place an agency pledge for Mr. ******’s account; however, the agency representative was advised that the pledge could not be accepted at that time until payment was received from Hill Country Community Action for the outstanding pledges pending for other GMEC accounts.
 
On 6/12/2014, multiple calls were received from Ms. ****** regarding the status of the pledge from Hill Country Community Action and he was advised that the pledge could not be accepted until the outstanding pending pledges from Hill Country Community Action were received for other GMEC’s accounts.  
 
GMEC did place a “switch-hold” due to the previous deferred payment plans being established on the account.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Mr. ******.  Although the situation is unfortunate, GMEC has the right to reject pledges from Social Agencies if their promises are not maintained in their accounts.   Mr. ******’s high bill was a result of higher electricity consumption (or meter readings) and not due to any rate increase by GMEC.  GMEC sympathizes with Mr. ******’s position regarding his possibly high meter reads which resulted in a high electricity bill in recent months of service with GMEC.  Colder temperatures in recent months may have attributed to higher consumption of electricity by Mr. ****** at his service address.  However, GMEC cannot be responsible for any energy inefficiencies Mr. ****** may have experienced at his residence.  GMEC is not in a position to determine whether or not the meter reads were accurate for electricity service or why his recent meter reads were possibly higher than in prior months.  Oncor is the entity responsible for reading Mr. ******’s meter and delivering accurate meter reads to GMEC.  Also, the electric meter at Mr. ******’s residence maintains an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read too high or too low in any given month, it will be adjusted with the next field obtained reading.
 
In conclusion, the customer or the commission can contact Oncor for more information in regards to his meter or meter readings.  If any corrections are necessary, Oncor will send an adjusted meter read to GMEC, and in turn we will adjust Mr. ******’s GMEC account charges accordingly.  However, GMEC has not received any necessary corrections from Oncor and must assume meter reads are correct and therefore, his electricity charges are correct.  Mr. ****** can request meter re-read or a meter test.  If Mr. ****** would still meter re-read or a meter test, he may contact us to forward the request to Oncor in his behalf.   Mr. ****** can contact a GMEC customer service representative at ###-###-#### and they will be happy to assist him with a meter test request.  Mr. ******’s account has been reviewed the charges and the charges are valid based on the meter readings provided by Oncor.  As a courtesy, the late payment fees totaling $46.51 and disconnect/reconnect/notice fees totaling $187.20 have been credited to Mr. ******’s account.  As a result, based on information on Mr. ******’s account, GMEC acted appropriately due to the past due balance, once full payment of the past due balance is received, the reconnection will be submitted and the switch-hold will be removed.  If you have any other questions or need any additional information, please do not hesitate 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
###-###-####

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

I am rejecting this response because:Complaint: ********

I am rejecting this response because: 
Here are my reasons for rejecting this response, In you response it was stated that it was not GME fault for the fluctuation in the bill, that I could go ahead and contact Oncor. Here is my problem. Back in jaunuary we were charged 827.72$, This was our balance for the month of January, in the month of december there was also a bill of 810.97$ however this was due to two missed payments and a default on a deffered payment. When contacted GME about this problem they advised me that using the heater could have caused this fluctuation however i had used that same heater the month before and after. Later after contacting Oncor I also find out that if a meter is mis-reading it will flucutate foe a few months its very unlikely to do it for just a month. Now going back a few months GME was doing some sort of upgrade to there system, there whole system. Now in March i received a 0.00$ balance, I called GME when i received this and they advised me they were going threw lot of system upgrades but as far as they could see they saw no problem with my account. Now its hard for me to beleive that your system had no way of my fluctuating my bill in March but cannot due so in January. I need that to be looked at closer.
Secondly, when contacted GME on 05/11/14 to find out about our services being restored my husband spoke to a supervisor who set us upon a payment arrangement however we were told that following Monday (5days later) that the arrangement was only for 24hours so in fact we had now missed another arrangement. How is it the arrangement was only 24 hours but when i had called back everyday they still stated the same thing. it wasn't until PUC was contacted that then GME no longer wanted to work with us.We are not looking for a handout however we are looking for a reason why are bill is so high and also why there is not something set in place for families who are already on section 8 housing as well as state other aids that help them out with electric. and if there is such program why is it possible for you guys to refuse them.
Regards,

****** And ***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Green Mountain Energy after reviewing their plans on the internet with a very specific question about a plan that I was wanting to enroll myself into on the web as they were running a promotion to enroll and get $100 gift card. I received my answer to my specific question but was advised that I could go ahead and enroll with the person on the phone, he mentioned that the gift card would still be mine, and then I asked about referrals, and he outlined that they provide $25 gift card to referrals, so that made my final decision to go ahead and enroll so I did with the person on the phone, at the end, I asked him if he needed my referral's account number to get him the gift card promised to him, they stated that I could do that myself over the internet once I logged in with my new account number I could register the referral. After entering the website with my registered account number I proceeded to search over 2 hours for where to add the referrals information. I called green mountain back to find out specifically where on the web that was located, I was informed that referrals only apply to not for profit organizations and not for individuals. I then proceeded to tell them that they and I were to get our gift cards exactly 90 days after my service startup, and they proceeded to tell me that not even I was eligible for the $100 dollar gift card. The customer service rep was not helpful in fixing this and I told them this was a deceptive practice. I proceeded to request a supervisor and they had me on hold for over 60 minutes waiting for a supervisor who never came on. I hung up the phone at that time. I have written them to correct the issue and did not receive a response, so I am formally logging this complaint.

Desired Settlement: I want them to complete what they told me or they should be penalized for deceptive misleading consumer practices and should be penalized for doing so.

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 was to receive the incentive of the $100.00 gift card and a $25.00 gift card with the enrollment of service at **** ********* Street.
 
History
On May 17, 2014, Mr. ***** contacted Green Mountain Energy Company (GMEC) to inquire on the Pollution Free plan and the related $100.00 gift card incentive and a $25.00 referral gift card incentive.  The agent verified the offer and enrolled Mr. ***** on the Pollution Free plan with an average price of 8.7¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a month to month plan with no cancellation fee.  Correspondence confirming Mr. *****’s enrollment was sent on May 20, 2014.
 
On May 27, 2014, Mr. ***** contacted GMEC to inquire on the steps to enroll for the $25.00 gift card referral and the $100.00 gift card.  The agent advised that the $25.00 incentive was to go to a non-profit organization with a new enrollment to GMEC and the $100.00 gift card incentive was to apply to new customers to GMEC that applied online.  Mr. ***** requested to speak to a supervisor and the call was transferred.
 
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ***** may have experienced on his account.  In reviewing the account, the plan of the Green Mountain Energy's Pollution Free plan that Mr. ***** enrolled for was to include the incentive of the $100.00 gift card after three months of service with no late payments have taken place.  Mr. ***** will receive a gift card form by email to be filled out and mailed back in to be eligible for the $100.00 gift card.  With the $25.00 referral program, the incentive was to have a $25.00 credit apply towards a Texas non-profit organization.  Due to the miscommunication from the initial enrollment, a $25.00 bill credit would be applied to Mr. *****’s account as a one-time 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I subscribe to a contract to offer of pollution free efficient with nest this was back in february 2014 this offer advised i would get a nest thermostat within 45 days of beginning of contract we are now in May more than 90 days and still no nest thermostat. I have called more than 8 times in the past 2 weeks and they just give excuses and say they are working on it but nothing has happened.

Desired Settlement: I want them to send me my nest thermostat as they promised.

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 was to receive the incentive of the Nest thermostat with the enrollment of service at **** ******* ******.
 
History
On May 6, 2014, Mr. ******* contacted Green Mountain Energy Company (GMEC) 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.  The agent set up a call back request for Mr. ******* to be contacted back.
 
On May 7, 2014, Mr. ******* contacted GMEC to check on the status of the call back request.  The agent verified that the issue concerning the thermostat was being escalated. 
 
Multiple calls were received for the dates of May 8, 2014 through May 21, 2014 with Mr. ******* checking on the status of the Nest thermostat.  The agents advised that the issue was under review and that efforts were being made to escalate the delivery of the Nest thermostat.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ******* may have experienced on his account.  In reviewing the account, the plan of the Green Mountain Energy's Pollution Free Efficient with the Nest Thermostat that Mr. ******* enrolled for was to include the incentive of the Nest thermostat.  A request was submitted to have the Nest thermostat issued out to Mr. *******.  The thermostat should arrive 7-10 business days from the date of May 21, 21014.  Mr. ******* has been contacted and advised of the effort to have the Nest thermostat issued.
 
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 told by **** ********* last week that he will call me with tracking number for Nest package sent to me. I was never told it will take 7 to 10 business days to receive it looked they were doing it quick since i have been waiting for more than 90 days. I can see they dont care of customers even if they made an error. I also have left him a message to call me back a* ************  but never got a response to my message or promised made once again playing games  with no resolution  or urgency in resolving the matter.

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
Green Mountain Energy Company (GMEC) understands Mr. ******’s concerns and we are taking the necessary steps to insure that the incentive of the Nest thermostat is received in a timely manner.  A request was initiated to Nest to have a thermostat issued to Mr. *******.  We are currently in the process of relaying the tracking number to Mr. ******* for the tracking of the delivery once we are able to get the information.  Mr. ******* has been contacted and advised of the steps being taken.
 
For any additional questions regarding your price plan, 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called to cancel service on 5/20/14. They cancelled service. I called Reliant Energy to set up new service but am unable to do so because of "Market Hold" or "Switch Hold." I called Green Mountain Energy back and was hung up on twice. Then I was transferred to Reliant twice without being informed in advance who told me I would need to speak to Green Mountain. The fifth call to Green Mountain I was advised to called Oncor. The man at Oncor was incredibly helpful and was able to tell me more than anyone at Green Mountain, he said Green Mountain would be responsible for removing the hold and to check any outstanding balances. I went ahead and paid my last month on the 20th that is due on the 21st The sixth phone call mentioned that I payed my last balance, but there is a final deferred payment option of $59.00 (that I would love to pay now) due but would take 10 days to remove hold after I paid this. (This is due to a $389 bill to my one-bedroom apartment) Green Mountain says they cannot cancel my request for cancellation and no one seems to be able to remove my hold. (They even suggested I renew my service!) Green Mountain cancelled my service without informing me of the hold and now I will be stuck without service for at least 10 days. I will be forced to pay penalties to apartment management. Green Mountain has refused to assist me.

Desired Settlement: Remove the "switch hold" immediately. Help!

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 switch-hold placed for his electric service **** ********* **** *****.

 

History


On January 31, 2014, Mr. ****** contacted GMEC and agreed to set up $295.00 on a five-month deferred payment plan and his request was processed.  A switch-hold was placed on Mr. ******’s service address of **** ********* **** ***** until the deferred payment plan was satisfied.  Correspondence confirming the deferred payment plan agreement and terms was sent the same date which discloses that GMEC will apply a switch-hold until the final payment on the past due amount is processed.
 
On May 5, 2014, an invoice for $320.46 was sent to Mr. ****** with a previous amount due of $213.58, payments and adjustment of $154.58, and current Electricity charges of $261.46
 
On May 20, 2014, Mr. ****** contacted GMEC by phone to process a payment for $320.46.  Mr. ****** also processed a disconnection request for electric service at 4909 Haverwood Lane for the date of May 21, 2014 and the agent completed the request.
 
Later that day, Mr. ****** contacted GMEC to advise that he attempted to enroll service with a new provider for **** ********* **** ***** and was not able to complete the request due to a switch-hold in effect for the account.  The agent advised that a remaining balance of $59.00 from the deferred payment plan was in place and once the amount was satisfied, the switch-hold would be removed ten business days after. 
 
Later that day, Mr. ****** processed the payment for $59.00 to satisfy the remaining amount from the original deferred payment plan amount.
 
On May 21, 2014, Mr. ****** contacted GMEC to request the removal of the switch hold.  The agent advised that the switch-hold for the account can be removed ten business days after the final payment has posted to the account.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ****** may have experienced on his account.  The switch-hold was removed from the account due to a disconnection of service completing for the service address on May 21, 2014.  Records indicate Mr. ****** does not have switch hold on his account 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
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RE: Acct ********- This is a ONE bedroom apartment shared by a young married working cuople. **** dated 08/09/2013 was $122, 09/10 $131, 10/09 $133, 11/07 $115, 12/10 $340, 01/10/2014 $404, 02/07 $271. Called in complaining, but no refund was made. Contract was cancelled and last **** from Green $144 was read 02/21. Last days of the month was with Stream Energy = $66 which adds to $210 up to 03/10. **** with Stream Energy dated 04/09 was down to comfortable $96.- This should be compared with a TWO bedroom apartment @ ******** Pkwy/Custer *****, that two people (my parents) 54 and 66 years of age are occupying. The older has arthrities and wants at least temperature 75 F the whole winter, with bills $105, $103, $120, $82, $63, $116, $121, $132 and $103.- My sister's family is 4 people + 2 related people in a FIVE bedroom house with 3,5 baths on ********** ** *****. Their monthly cost is a combination of Electric and Gas to the tune of $332, $321, $355, $183, $128, $288, $235, $250, $230 and $183.QUESTION: How can an ONE BEDROOM apartment be more expensive than a FIVE bedroom house? What kind of electric consumer does Green Mountain suspect has been used on the 2nd floor: An engine heater plus a cabin heater in an old diesel VW Rabbit from 1980? Product_Or_Service: Electricity Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund RE: Acct ********- This is a ONE bedroom apartment shared by a young married working cuople. **** dated 08/09/2013 was $122, 09/10 $131, 10/09 $133, 11/07 $115, 12/10 $340, 01/10/2014 $404, 02/07 $271. Called in complaining, but no refund was made. Contract was cancelled and last **** from Green $144 was read 02/21. Last days of the month was with Stream Energy = $66 which adds to $210 up to 03/10. **** with Stream Energy dated 04/09 was down to comfortable $96.- Thi

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 reported usage and charges for his electric service at *** ****** ***** #****.
 
Resolution
Mr. ******’s local transmission and distribution service provider (“TDSP”) is Oncor Electric Delivery Company (Oncor).  Oncor is responsible for the actual physical reading and the sending of Mr. ******’s accurate meter reads to Green Mountain Energy Company (“GMEC”) for billing.  Oncor and GMEC are two completely separate entities and Mr. ****** would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed Mr. ****** based on meter reads provided by Oncor Electric Delivery Company.  Mr. ******’s final two bills were for service from 1/9/2014 to 2/21/2014 and note that the meter readings obtained by the TDSP were actual meter readings.
 
Additionally, GMEC’s records reflect that Mr. ******’s account was active on Green Mountain Energy’s Apartment Community Program which is a month to month (variable) rate plan which has no minimum term.  Except for price changes allowed by law or regulatory action, the price may change in subsequent months at the sole discretion of GMEC.  Please note that variable rates are subject to change without advance notice.   Also, Mr. ******’s product details were noted and explained in the following **** message on each of his bills from July 11, 2013 through February 28, 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 ###-###-####.
 
GMEC as like in other retail providers 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.  GMEC’s records reflect that on December 31, 2013, Mr. ****** was offered new plans for his account; however, declined and remained active on the Apartment Community Program plan.
 
GMEC regrets any miscommunication or confusion these proceedings may have caused Mr. ******.  GMEC sympathizes with Mr. ******’s position regarding possibly high meter reads which resulted in high electricity bills at his service address.  However, Mr. ******’s account was properly invoiced in accordance with his terms of service.  At this time, adjustments are not warranted. 
 
Mr. ****** made a payment on 3/20/2014 closing the GMEC account with a $0.00 balance with no further actions.
 
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:

See Attached

Regards,

**** ******

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
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.
 
The attached invoices from Mr. ******’s previous retail electric service provider (REP) do not reflect the rate Mr. ****** was charged per kWh for his electric usage.  GMEC acknowledges that Mr. ******’s account was active on Green Mountain Energy’s Apartment Community Program which is a month to month (variable) rate plan which has no minimum term.  Mr. ******’s rate was not fixed.  Except for price changes allowed by law or regulatory action, his price could change in subsequent months at the sole discretion of GMEC.  Please note that variable rates are subject to change without advance notice.  
 
Additionally, Mr. ******’s product details were noted and explained in the following **** message on each of his bills from July 11, 2013 through February 28, 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 ###-###-####.
 
A copy of Mr. ******’s electricity facts label (EFL) has been sent to the mailing address on file for his account for his review.
 
For questions regarding disputed usage, Mr. ****** should contact his TDSP, Oncor Electric Delivery Company at ###-###-####.  For any additional questions regarding your price plan, 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:

We have reviewed the response made by the Business in reference to complaint ID ********, and relieve the Business from any wrongdoing. After consulting some friends and
reviewing the Column 7 in the "1 Bedroom spreadsheet" where it can be seen that the CONSUMPTION tripled for Nov, Dec and Jan, we now believe that the apartment suffers
from very bad insulation or that the cooling/heating equipment is underdimensioned or not maintained properly.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see Attached document
Click Here to Get the File
https://odrcomplaint.bbb.org/bureaus/files/complaints********201405021332.pdf

Desired Settlement: see Attached document

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 his price plan for his electric service account at **** **** ******** ******* 83 #****.  Mr. ***** states that a GMEC sales representative enrolled his electric service account on a price plan with an energy charge of 10.8 cents per kWh and an average price per kWh of 10.9 cents per kWh.  Mr. ***** states that his invoices do not reflect that price plan.
 
History
After thoroughly researching this issue, Green Mountain Energy Company has determined that Mr. ***** entered into a 12-month contract under GMEC’s Pollution Free Reliable Rate plan in January 2014 at a rate of $0.128040 per kWh.  GMEC’s records do not reflect that there was an additional agreement received to enroll Mr. *****’s account on an alternate price plan.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****.  As a courtesy, a credit of $50.00 has been applied to Mr. *****’s account.   
 
We appreciate Mr. *****’s 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. 
 
Crystal Lovelace
Customer Support
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Green Mountain Energy Company baited me with a low-rate 3-month contract which resulted in 7.295¢/kWH. They required a $279 deposit to activate the account. The deposit will ONLY be returned after 12-months of service and good payment history. After the 3-month contract ends, their are 3 options which requires me to switch to the: (1) SolarSPARC Reliable Rate of 13.9¢/kWh (100% Solar) which reflects the 12 Month Price and a $200.00 cancellation fee (2) Pollution Free Efficient with Nest 13.4¢/kWh (100% Wind) which reflects the 24 Month Price and a $295.00 cancellation fee (3) Variable rate plan This is prototype bait & switch advertisement, considering the first 2 rate plans are significantly higher than my current rate plan and they have locked me in for 12 months with the $279.00 deposit. Their representative told me the initial low-rate plan was a "COURTESY" plan. Can you spell it out more clearly for me? I am switching to the variable rate plan and reducing usage significantly during the summer months. I have no complaints with regards to service. I only wish they would advertise their intentions clearly and remove this low-rate plan with the contingent, high deposit.

Desired Settlement: I have a good payment history with the current contract and would like my deposit ($279.00) returned to me. If this deposit is returned to me and my contract is nullified so that I may switch service freely, I will settle any existing energy charges and consider this complaint settled.

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 a refund of his $279.00 security deposit for his electric service account at 105 Mist Flower Street.  Additionally, Mr. ******* states that GMEC is engaging in deceptive marketing practices.
 
History
On March 21, 2014, an online request was received to enroll Mr. *******’s electric service at 105 Mist Flower Street effective March 21, 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.  At the time of Mr. *******’s online enrollment request, he was advised that a security deposit of $279.00 was required in order to complete his enrollment request.  Mr. ******* processed a payment of $279.00 and his enrollment request was processed.
 
Mr. *******’s enrollment completed March 22, 2014.
 
On April 16, 2014, an invoice for $9.05 was sent for the billing period of March 22, 2014 through April 11, 2014.  This invoice reflects an autopay date of May 2, 2014.
 
On April 16, 2014, an online payment of $9.05 processed through GMEC’s online account management posted to Mr. *******’s account.
 
On May 14, 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 May 16, 2014, an invoice for $19.19 was sent for the billing period of April 11, 2014 through May 13, 2014.  This invoice reflects an autopay date of June 2, 2014.
 
On May 20, 2014, an online payment of $19.19 processed through GMEC’s OAM posted to Mr. *******’s account.
 
On May 23, 2014, GMEC received notification that the May 20, 2014 payment of $19.19 was unable to be honored by Mr. *******’s financial institution.  At that time, Mr. *******’s account was removed from the automatic credit card payment option and a $25.00 returned payment fee was assessed to the account.  Additionally, correspondence providing Mr. ******* with his account status was sent on May 23, 2014.
 
On May 27, 2014, Mr. ******* contacted GMEC regarding a payment he processed on May 20, 2014; however, that the payment had not cleared his financial institution’s account.  A GMEC representative advised Mr. ******* that his May 20, 2014 payment of  $19.19 was unable to be honored by his financial institution.  Mr. ******* was advised that if he processed another payment, his account would not be drafted twice.  Additionally, Mr. ******* was advised that his current price plan was expiring and was offered a 12 month term plan at 12.2c/kWh.  Mr. ******* inquired about the status of his $279.00 deposit if he did not choose to renew his account and was advised that the deposit would not be refunded at that time; at the expiration of his current plan, if a new plan is not selected, then he would transition to GMEC’s month-to-month plan.  Mr. ******* was also advised that the deposit would be refunded to him after 12 months of satisfactory payments.  Mr. ******* disagreed with GMEC’s business practices and advised that he would review his options but leave his account on the month-to-month plan.
 
Resolution
GMEC, like other retail providers, 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. 
 
A review of Mr. *******’s account determined that the security deposit request was not based on the price plan he requested at that time of his enrollment.  Unfortunately, Mr. ******* did not meet GMEC’s minimum credit eligibility requirements at the time of enrollment and an adverse action letter was sent requesting additional information to continue to determine the eligibility of enrollment for service with GMEC.  At the time of enrollment, Mr. ******* was advised GMEC may review a customer’s eligibility and credit worthiness and approve service without a deposit.   In the event a customer does not meet GMEC’s eligibility requirements, the customer may be required to pay a deposit for service or at our option, GMEC may refuse to provide service at the time of enrollment.
 
GMEC’s minimum eligibility requirements for all customers are based on PUCT rules and regulations.
 
GMEC regrets any inconvenience or confusion these proceedings may have caused Mr. *******.  After 12 consecutive months of payment without delinquency on record, Mr. *******’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, otherwise, GMEC may keep his deposit for the entire time until his service is cancelled with GMEC.  Although we would hate to lose Mr. ******* as a customer, his account is active on a month-to-month price plan with no cancellation fee and he can switch to another retail electric provider (REP) at any time without penalty.
 
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:

Ms. ********, from GMEC, returned my phone call at 12:28 PM on 06/04/2014 and notified me that my deposit in the amount of $279.00 would be returned on one of two conditions:

(1) At the completion of 12 consecutive months of good payment history, the deposit would be credited to the account or returned to the customer in another fashion

OR

(2) At the closure of the account, if the account was in good standing, the deposit would be refunded in the amount of a check and sent to my address

The second condition satisfies my complaint.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We signed a contract for electricity with Green Mountain Energy with a specific price for the kilowatt usage (.129) with no additional amount added to it. They lied; We noticed in Jan.2010 they did add to the cost of the usage. Called immediately and complained. They had a supervisor call and she agreed it was a breach of contract. This went on for 5 months with us calling each month to complain. They did agree and said so it was breech of contract but did nothing about it. So, we closed this account with paying every penny we owed and went to Reliant Energy. Did not know until this month that they gave us a bad debt credit of $200 on our Credit report. They were in Breech of Contract and know it. They were a Service providing us with Electricity on lines they do not own. This needs to be removed from our credit record. This company is not reliable and do not follow their own contracts. What they say is not what you get. We have never before had any problem with any other company. We DO NOT RECOMMEND THIS COMPANY TO ANYONE!!!!!!!!!!!! They should send us the $200 or a refund of our over payment they charged us---Yes we did pay the overpayment each month trying to get this resolved.

Desired Settlement: The $200.00 they are charging us for Their Breach of Contract or a refund of the overpayment we paid them and this should be removed from out Credit Record.

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 rate plan and rate increase.  Ms. ******* is disputing an increase in her electricity service rate and charges.  Ms. ******* states she noticed what appears to be a drastic increase in price per kilowatt hour with GMEC although she had agreed to a fixed rate.  Ms. ******* states that after disputing the rate with GMEC, she closed the account paying the amount she owed; however, has now received notification of a bad debt amount of $200.00 owed to GMEC.  Ms. ******* is requesting further investigation into the matter.
 
History
After researching this complaint GMEC has concluded the following:  Our records indicate that on 6/4/2009, GMEC received a sign up request from Ms. ******* for GMEC electricity services.  Also, our records indicate GMEC serviced **** ****** **** **** ****** ***** TX ***** from 7/7/2009 to 4/22/2010.
 
In addition, records indicate Ms. ******* enrolled in the Pollution Free Reliable Rate Plan, at 12.9449 cents per kWh which had a minimum contract term of 12 months, subject to a $200.00 early cancellation fee.  Attached is Ms. *******’s Pollution Free Reliable Rate Plan electricity facts label (“EFL”) at the time of enrollment.  The rate was effective on 7/7/2009 with a contract expiration date of 7/7/2010.  In addition, the contract expiration date was stated on Ms. *******’s invoices. 
 
Ms. ******* did contact GMEC on 4/12/2010 regarding her balance, disputing the rate she was paying per kWh.  Ms. ******* advised that she was supposed to be paying 12.9 cents per kWh and not 12.9449 cents per kWh; however, after reviewing Ms. *******’s enrollment call, she was advised that the energy charge of 12.9449 cents per kWh was disclosed.  At that time, Ms. ******* requested to speak with a manager and a callback request was submitted on Ms. *******’s behalf.  On 4/13/2010, GMEC contacted Ms. ******* and confirmed that she was being billed in accordance with her Terms of Service.  Ms. ******* was also provided with her contract expiration date.
 
On 4/20/2010, GMEC received a cancellation and switch request for Ms. *******’s electricity service and Ms. *******’s service was switched to another retail electricity provider on 4/22/2010 before her 12 month minimum contract expired.  As a result, Ms. *******’s GMEC account was automatically charged the $200.00 early cancellation fee.  Ms. ******* was serviced by GMEC on her contracted rate from 7/7/2009 to 4/20/2010. 
 
Ms. *******’s April 2010 bill was mailed on 4/23/2010 for $207.82 with a due date of 5/12/2010.  The bill includes a forwarding past due balance of $298.44, payments/credits of $385.44 and current charges of $294.82.  The current charges include a Reliable Rate Early Cancel Fee of $200.00.  Ms. *******’s final May 2010 bill was mailed on 5/5/2010 for $201.68 with a due date of 5/24/2010.  The bill included a forwarding past due balance of $207.82, payments/credits of $7.82 and current charges of $1.68.  All bills were sent in a timely and monthly manner.  GMEC cannot be responsible for any postal delays Ms. ******* may have experienced at that time.  No final payment was made on the final outstanding balance, therefore, Ms. *******’s account was sent to third party collections due to nonpayment on 7/14/2010. 
 
Ms. *******’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 apologizes for any miscommunication or confusion Ms. ******* may have experienced on her account.  However, GMEC believes that the necessary action taken were appropriate.  GMEC sent a final invoice to Ms. *******’s service address and that balance was not satisfied; therefore, Ms. *******’s account was sent to collections.  Ms. *******’s account has been reviewed and the charges are correct.  The collections activity on Ms. *******’s account is done by Credit Systems International which is GMEC’s 3rd party outside collections agency.  As a courtesy to resolve the matter, GMEC has waived Ms. *******’s $200.00 early cancellation fee.  The account has been removed from all collections activity and is now closed with a $0.00 balance.  If you have any questions or need any additional information, please do not hesitate to contact me.
 
******* ********
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My electric serviced was cut off due to the previous residents. I've been with green mountain energy and my service has never been disconnected until this morning due to a paper they didn't receive. The paper was emailed and Green Mountain isn't Makin my reconnection a priority.

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. ******* is disputing a switch-hold placed for her electric service at **** ********* *****.
 
History
On April 25, 2014, Ms. ******* contacted GMEC and agreed to transfer the electric service at 1910 W Sanford Street B effective April 28, 2014 to **** ********* ***** effective April 25, 2014.  Ms. ******* was advised that a switch-hold was in place for the new service address and a new occupant form would be required to release her enrollment.  The agent then emailed an occupant form to be completed.     
 
On May 7, 2014, Ms. ******* contacted GMEC to advise that she was without electric service.  The agent reviewed the account and advised that the new occupant form was not received.  The agent advised to complete the form and email the form back to GMEC to complete the enrollment.
 
Later that day, Ms. ******* contacted GMEC after emailing in the new occupant form.  The agent verified that the form was received and the request to complete the enrollment was submitted, but due to the time the form was received, the enrollment could be completed the next business day.  
 
On May 8, 2014, Ms. ******* contacted GMEC to check on the status of the enrollment for service.  The agent reviewed the account and advised that the enrollment was sent to Oncor (ONC) to complete and ONC had up until 11:59 P.M. that day to complete the request.
 
 
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. Hopkins.  However, the switch-hold was removed once the new occupant form was received on May 7, 2014 and the connection of service completed for May 8, 2014.  Records indicate Ms. ******* does not have switch hold on her account 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. 
 
Bern Hernandez
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My issues with Green mountain Energy began as a result of an $81.12 payment l made on 03/31/2014. After 3 days of having notice the payment was not drafted from my account, l called them on April 6th to inquire as to why of which the representative spoke to on that day advised me that the payment had been rejected. I offered to call the bank with them to inquire why the payment had been rejected which the representative declined to do so l hung up and called the bank and they advised that they payment had been rejected because Green mountain coded the payment as being drafted from a checking account which they could not do as it was against the law since the account was actually a savings account. I called Green mountain back on the same day and advised them of what the bank had advised me and the representative l spoke to advised me to schedule another payment while l was on the phone with him and he would make sure the payment was scheduled correct. So l once again scheduled the payment and when l checked my account on 4/8 the funds were still there. So l called the bank again and they advised that the payment had once again been presented as being from a checking versus savings account. I turned around and called again and went through the whole story about the payments being rejected and scheduled a payment from a different account which was a checking account and the payment went through. I asked the the representative if the fees could be waived since the error was on their part in how they coded the payment with my bank and the representative l spoke with advised that the only fee showing on the account at the time was a $20.00 fee which he could waive however there would be a returned payment fee which would be assessed and in order to have that waived l had to send in a bank statement showing there was money in my account when the drafts were attempted. I sent an e-mail on 4/3 to inquiries@greenmountain.com providing a summary of what was going on as well as attaching a copy of my bank statement and never heard back from anyone. On 5/7 I noticed 3 different bills generated on on account, two on for May 6th for $132.12 and $99.99 and one for May 7th for $151.40. Today on May 8th l made 2 separate calls to Green Mountain and the first representative regardless of me explaining the whole situation told me that my bills was accurate and there was nothing she could do. I hung up with her and called back right after disconnecting the call and l spoke to another representative who placed me on hold to review the account and came back after a few minutes to tell me he had to transfer me to a supervisor, he placed me on hold and after a little over 10 minutes of holding my call was disconnected with no resolution.

Desired Settlement: I would like Green Mountain to reverse all the fees assessed on my account as how the payment was coded when my bank received it was their error and not customer error especially after having called twice about the same thing and being assured the payment would be coded accurately. The fees in reference l would like refunded are the 2-$25.00 returned payment fee, 1-$20 disconnect notice fee and the $43,00 deferred payment plan request fee because l never requested a deferment for the payment in question. In addition to the fees being refunded, l would like Green Mountain to void my contract with them and allow me to switch to another provider as they have clearly shown that customer service an satisfaction are the least of their concerns.

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 payments made to her GMEC electric service account at 3301 FM 3218 #824 were not presented to her financial institution correctly.
 
History
On March 27, 2014, a payment for $82.12 posted to Ms. *****’s account.
 
On April 3, 2014, correspondence was sent to Ms. ***** advising that the attempt to secure payment for $82.12 was unsuccessful and to remit payment immediately.
 
On April 3, 2014, a disconnection notice for $82.12 due by April 14, 2014 was sent to Ms. *****.
 
On April 10, 2014, correspondence was sent to Ms. ***** advising that the attempt to secure payment for $82.12 was unsuccessful and to remit payment immediately.
 
On April 10, 2014, correspondence was sent to Ms. ***** advising that two or more of the payments made to GME were not honored by her financial institution; therefore, the account was placed on a ‘No Checks Allowed’ status for the next 6 months.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *****.  GMEC’s Remittance Processing Department confirmed that Ms. *****’s payments were processed through GMEC’s online account management which requires for the customer to enter their financial information for payment processing.  Ms. *****’s payments were not honored by her financial institution under the reason ‘unable to locate bank account.’  It is possible that when Ms. ***** entered her financial information on OAM for payment, the incorrect bank routing number and/or account number was submitted.  Ms. ***** can log into her OAM to delete previously stored financial information.  As a courtesy, a return payment fee of $25.00 has been credited to Ms. *****’s account.
 
We appreciate Ms. *****’s 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
************

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

I am rejecting this response because: Of cause the bank would reject the payment as unable to locate account because the payment was presented incorrectly. Once again, Green Mountain shows how they are simply unable to accept the fact that they were wrong. If you look at my account you can see that l was the first to initiate contact after seeing that the funds had not been drafted from my account. I called 2-3 days after scheduling the payment to ask why the payment was not drafted. I have spent countless hours on the phones with your representatives trying to get this resolved to no avail. I have account activity information from In Touch Credit Union from each day that the payment was presented and it shows the balance in the account along with the payments presented by Green Mountain. My bank had every right to reject the payment because under federal law and you can call them and verify this without giving me a nonsensical generic response, they cannot honor a payment presented for payment from a checking account because l do not have a checking account account with them l have a SAVINGS account.


It is a known fact that you cannot miscode the payments because they will get rejected, a payment from a checking has to be presented as being from a checking and a savings account as a savings account. I work for a financial institution as well therefore l know this to be true. Look at the payments you presented to In Touch and call In Touch toask why they rejected they payment?? That is how proper research is done. I am communicating with you guys for the last time in getting this completely resolved and once again requesting the voiding of my contract with you because you have time and again failed to properly research this issue. Waiving $25.00 as a courtesy will not do because l will state for a fact that l have spent more than an hour dealing with your company and if l want total restitution l can ask you to reimburse me for the time l wasted talking to your company representatives to resolve this and believe me, base on my hourly wage which is above $25.oo you will be shelling out a lot more than waiving some stupid fees and voiding my contract.

Are your really going to put your company reputation on the line because you are too lazy to contact the bank and find out why the payment was really rejected and instead opt to BLAME THE CUSTOMER? I know my account number and would not be stupid enough to input it inaccurately 4-5 different times. I schedule my payments with Sprint, Capital One and Discover the same way and ONLY YOU are the ones that seem to have a problem with getting payments drafted properly. I have attached the information provided to me by In Touch Credit Union, do your work, ask them why the payment was rejected as l did and they will tell you it was of reason code 27, ask them what reason code 105 by the federal means and they will tell you, it's because you coded the payment as debit from a checking account instead of debit from savings account. If can place a few calls to find out all that then so can you to verify that l am telling you the truth that the error was on your end and not mine. I am allowing you one more chance to conduct the proper research and l can assure that l will get this resolved one way or the other. If not through BBB then most certainly by contacting the local media and asking
for their help in getting this resolved, l can promise you that ***** ******** and **** ***** will do the necessary research and get you negative publicity you are looking for over a trivial and easy to resolve matter.

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
Green Mountain Energy Company (“GMEC”) appreciates the feedback provided by Ms. *****.  While we acknowledge that Ms. *****’s experience regarding processing payments to her electric service account has not been ideal, a review of the account determined that the payment attempts made by Green Mountain to Ms. *****’s financial institution were unsuccessful because the payment information was not entered accurately through GMEC’s online account management (OAM) system. 
 
As a courtesy, the ‘No Checks Allowed’ payment designation has been removed from Ms. *****’s account.  Ms. ***** is permitted to process payments to her GMEC account by using a check or by using a credit or debit card with a Discover, MasterCard or Visa logo.  Additionally, due to the difficulty in processing payments to Ms. *****’s account, GMEC recommends that Ms. ***** delete any stored financial information on OAM in order to prevent any payment posting delays.
 
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:business failing to accept responsibility for their mistakes

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with this energy company for over a year now and have had autopay on the entire time. They cut off my autopay and didn't send me a single notification telling me that something has changed in my account. My account went past due because my billing is automatic and I didn't notice that it was past due. They cut off my power so I called their customer service and told them that my power is out, that it is hot inside my home, I have a newborn, and they had NO justification whatsoever for cutting off my power given my history with the company. I paid the bill and they said my power may take anywhere for 2 hours to more than 24 hours to be restored. In the mean time, the food in my fridge will go bad and my wife and child are having to go through significant hardship to leave the apartment and go to my in-laws place to stay on the other side of the city. Is this what you put your loyal customers through? Throw a giant wrench into their lives for sticking with your company and giving you money on autopay. Unreal. Give me one good reason to stay with Green Mountain Energy.

Desired Settlement: I want to be compensated for all of the unnecessary hassle, the food that is going bad in my fridge, my recovering wife and son's hardship, and overall inconvenience for being a loyal customer. This can be given to me in the form of refunding me last months bill along with waving this months 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. ***** complaint against Green Mountain Energy Company (“GMEC”) concerns having his service disconnected for a past due balance. Mr. ***** states that his electric service at *** **** ***** **** #**** ******, Texas ***** was disconnected without notice on May 6, 2014 and that his account was removed of GMEC’s “Automatic Payment” option program in error. Additionally, Mr. ***** states that he was advised that his electric service would not be restored for several hours.  Mr. ***** is upset that his service was disconnected and account was removed from the “Automatic Payment” option.  Mr. ***** is requesting his service be restored and further assistance in the matter.
 
History
Our records indicate Mr. *****’s began service with GMEC March 14, 2013 and his account has been active on the automatic payment option program since March 2013.  On April 18, 2014, a payment of $77.34 posted to Mr. *****’s account.  However, the payment of $77.34 was returned from Mr. *****’s financial institution on the same day resulting in his account being removed from the automatic payment option program.
 
On April 21, 2014, correspondence was sent to Mr. *****’s mailing address on file, which is the same address as his billing address advising him of the returned payment of $77.34.  Additionally, the correspondence advises Mr. ***** that as a result of the returned payment, his account had been removed from the “Automatic Payment” option and in order to avoid possible disconnection of his electric services, to please remit a payment immediately by a method other than credit card.   
 
On April 24, 2014, GMEC sent a disconnection due to nonpayment notice to Mr. *****’s mailing address on record, which is the same address as his billing address.  This was Mr. *****’s 1st disconnect notice within the past 12 months.  At the time of the disconnect notice being sent, Mr. ***** had a past due balance of $77.34.  The notice was sent to Mr. *****’s billing address on file which is confirmed to be correct.  As stated in the notice, if GMEC did not receive full payment of all past-due charges of $77.34 by May 5, 2014, his electric service could be disconnected.
 
Payment was not received and Mr. *****’s account became eligible for disconnection due to nonpayment on May 5, 2014.  A disconnect order was submitted by GMEC to Oncor Electric Delivery (Oncor) on May 6, 2014 and service was disconnected by Oncor on May 6, 2014.  On May 6, 2014, a payment of $77.34 was received from Mr. ***** and a reconnect order was sent to Oncor to have power restored.  At that time, Mr. ***** was advised that it could take up to 24 hours have his power restored or less since he has a “Smart Meter.”  Oncor confirmed that Mr. *****’s service was reconnected on May 6, 2014.
 
Resolution
In conclusion, GMEC apologizes for any miscommunication or inconvenience Mr. ***** may have experienced.  However, proper notification and time was given to Mr. ***** to rectify to his past due balance on his GMEC account.  In addition, Mr. ***** should have been aware of his past due balance due to his billing invoices and notices sent to him in a timely manner to his address of record with no mail returned due to being undeliverable.  Mr. *****’s account has been reviewed and all charges are correct.  Mr. *****’s electricity service was disconnected due to nonpayment and due to a past due balance and his account was removed from the “Automatic Payment” option due to a returned payment.  As a result, based on information on Mr. *****’s account, GMEC acted appropriately due to the past due 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Green Mountain Energy turned off our service due to a payment issue of our service being disconnected. I was not notified that my e**ctricity will be turned off on 5/1/14. I resolved the payment immediately the same day I found out it was disconnected. It's been over 24 hours and our e**ctricity has still not been on. Oncor was unab** to turn on our services remotely due to a faulty meter and a technician has to come out and replace the meter. Each representative gave me a different story and was not very helpful. Seemed like they don't care and just read a script off the screen. I also contacted GreenMtnEnergy on Twitter and they said they would get back to me. I still have not heard anything. This has been one of the worst experiences of my life and I never thought I would be punished just because of a payment issue that did not resolve.

Desired Settlement: I would like an apology of the situation and a refund of some sort because now I have to replace all the food that is in my refrigerator and freezer because it's been over 24 hours and we still no e**ctricity.

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.  P**ase see below for a summary of our findings:
 
Issue
Mr. **’s complaint against Green Mountain Energy Company (“GMEC”) concerns having his service disconnected on 5/1/2014 for nonpayment.  Mr. ** states that he has paid the past due balance; however, the service has not been restored due to Smart Meter not lifting the signal and still is without power.  Mr. ** is requesting further assistance and investigation into the matter.
 
History
After researching this complaint we have concluded the following:  Our records indicate Mr. ** began electricity service with GMEC on 8/7/2013 at **** *** *** ***** #**** **** *****, Texas 76155.  Mr. **’s account #42246083 migrated to GMEC new billing platform on 3/20/2014, establishing account #9970529.  Mr. ** service address and billing address have been confirmed to be correct based on the information provided by Mr. **.  Bills were generated and mailed to his billing address on record in a timely manner. 
 
Our records do indicate that a disconnect notice for $270.07 was sent on 3/28/2014 due by 4/7/14 and another disconnect notice was sent on 4/17/2014 due by 4/28/2014 for $164.04.  The 2nd notice was sent was due to the billing conversion, to allow additional time to pay the past due balance as a result of the transition and as an additional reminder.  No mail was returned due to being undeliverable and GMEC cannot be responsible for any postal issues Mr. ** may have experienced in not receiving his notice.  As stated in the 4/17/2014 notice, if GMEC did not receive full payment of all past-due charges of $270.07 by 4/28/2014, his e**ctric service could be disconnected. 
 
Mr. ** continued to have a past due balance of $164.04 and as a result, became eligible for disconnection due to nonpayment on 4/29/2014.  A disconnect order was submitted by GMEC to Oncor Electric Delivery (Oncor) on 4/29/2014 and service was disconnected by Oncor on 5/1/2014.  A payment of $164.04 was received later on 5/1/2014 and a reconnect order was submitted to have Mr. **'s electricity service restored.   Subsequent calls reporting no power were received from Mr. ** on May 2, 2014 and at that time, GMEC contacted Oncor and was advised that Mr. **’s advanced metering system (AMS) was not lifting the reconnect signal sent remotely from Oncor; therefore, a service field representative was dispatched to restore his service. 
 
Resolution
In conclusion, GMEC apologizes for any miscommunication or inconvenience Mr. ** may have experienced.  However, proper notification and time was given to Mr. ** to rectify to his past due balance on his GMEC account.  In addition, Mr. ** should have been aware of his past due balance due to his billing invoices and notices sent to him in a timely manner to his address of record with no mail returned due to being undeliverab**.  Mr. **’s account has been reviewed and all charges are correct.  Mr. **’s electricity service was disconnected due to nonpayment.  As a result, based on information on Mr. **’s account, GMEC acted appropriately due to the past due balance.   Oncor confirmed that Mr. **’s electric service at **** *** *** ***** #7209 was reconnected on May 2, 2014 at 4:09 p.m.  Mr. ** may want to consult an e**ctrician or maintenance person to verify that his breaker box ref**cts the on position.  Multip** attempts to contact Mr. ** regarding his concerns were unsuccessful; however, voice messages have been **ft providing my contact number.  
 
We appreciate Mr. **'s 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 a.m. to 5 p.m. 
 
***** *****
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account with Green Mountain energy on 5/5/2014. I was asked to emal a copy of my ******** driver license. I emailed this document on the morning of 5/5/2014 to idvalidation@greenmountain.com and verified that this was the appropriate adddress with customer service. They asked me to call back Wed 5/7/2014 to verify it had been received and processed. I did this and I was told they hadn't received it and to call back on 5/8/2014. On 5/8/2014 I called and they told me they still hadn't received it and so had me resend it to the same address. I was told I would receive a confirmation email it had been received within the next hour, which I never did. I called to ask about this and requested to speak with a manager on 5/8/2014. I was put on hold for 40 to 45 minutes and no one answered me. I then called and cancelled the account. I was told I would receive a confirmation email of this cancelation. I have called multiple times yesterday and today. The company has not sent me confirmation of my cancelation and is refusing to do so. They need to send me confirmation of this as I do not have confidence in their word and need something in writing to be sure they are not going to try to charge for something that I have cancelled.

Desired Settlement: An email confirmation of the account cancelation, which the company has been denying 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. ******* is disputing the time frame for verifying his identification in order to complete an enrollment for electric service at **** ****** **** ****.

History
On May 5, 2014, Mr. ******* processed a request to enroll the electric service at **** ****** **** **** effective June 11, 2014 by phone.  At the time of Mr. *******’s enrollment, He agreed to enroll on the Pollution Free Conserve Reliable Rate with an average price of 12.1¢ per kWh based on monthly usage of 2,000 kWh.  This plan is for 12 months and has a $200.00 early cancellation fee.  Correspondence confirming Mr. *******’s plan was sent on March 10, 2014.
 
During the enrollment, Mr. ******* was advised to send in a copy of his identification by email to idvalidation@greenmountain.com and to allow 48 hours for processing in order to complete the enrollment.  Mr. ******* was then given an account number.
 
On May 7, 2014, Mr. ******* contacted GMEC to verify if the copy of his identification has been received to complete the enrollment.  The agent advised that the identification was not received and to allow one additional business day.
 
On May 8, 2014, Mr. ******* contacted GMEC to verify if the copy of his identification has been received to complete the enrollment.  The agent advised that the identification was not received and to allow one additional business day.
 
Later that day, Mr. ******* contacted GMEC to cancel the enrollment for service due not receiving proof of identification in a timely manner.  The agent processed the request to cancel the enrollment.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******.  GMEC’s records indicate that Mr. *******’s identification was verified to the account as of May 9, 2014.  Due to the enrollment being cancelled on May 8, 2014, no further steps were taken on the account. 
 
Confirmation of Mr. *******’s request to cancel the enrollment was emailed to Mr. ******* as of May 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
###-###-####

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,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2014 Advertising/Sales Issues
5/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was in my Office at the mobile home property I work at when Green Mountain crews came in. They asked if they could speak with tenants. Sure, no problem, just don't harass anyone. A couple asked if they could charge up their tablets for a minute. I figured no big deal, go ahead. Then I got to talking with the one gentleman. He provided me with a brochure, I showed him my current *** Bill so he could give me more specific information. He points out how much lower Green Mountain is than **** etc. (by the way, its 2 fractions of a cent difference.. that's it.) Well nevertheless he got me to sign up. It all sounded fine and dandy, until I got my first bill with Green Mountain. They bill through *** so it was all combined. I have never had a *** Bill over $200.00. Why? Because I was set up on budget billing... which is CLEARLY stated on my *** Bills, including the one I showed this man. What he neglected to tell me was that Green Mountain does not take part in any budget billing practices that *** had. They just are the provider. So on this most recent bill... Green Mountain charged me $222.00. Not bad, if that was all it was. *** charged me $129 because they are still delivering my electricity to my house. If your sales representatives are going to specifically request to see my *** bill to lay it all out, they should at least know what they are looking at. I have been completely "screwed over" by Green Mountain. I made the call today to cancel. Shocker, that I was greeted by a rude representative. Green Mountain Energy is a joke.

Desired Settlement: I would like for Green Mountain to adjust the amount they billed me to reflect that of my *** Bill prior to using their manipulative tactics to convince me to sign up with them. ALSO, I have already called to cancel. I was informed that this is to take 2-3 billing cycles to take effect. It needs to happen immediately, or in that case I WILL seek legal counsel.

Business Response: Dear Better Business Bureau,

After reviewing *** ********’s BBB complaint, Green Mountain Energy Company has determined the following:

*** ******** began service with GMEC on 2/8/2014. Unfortunately GMEC cannot offer budget or levelized billing since GMEC does not bill customers directly for electricity supply service, but rather through ********* *** *** ******** (***).

When customers on Budget Billing option choose an alternate gas or electric supplier, *** will still deliver the customer’s energy. However, the Budget Billing amount will only include electric delivery service charges from ***. The charges from GMEC are listed as a separate item on their *** bill and the supply charges are not “budget billed” by ***.

We apologize for the miscommunication at the time of her enrollment with GMEC. The GMEC sales representative should have been aware at the time of sign up that *** ******** was on a Budget Billing plan with *** after reviewed her *** bill and advised her that her GMEC electricity supply charges could not be budget billed since GMEC does not bill directly. We have notified all ***** ******** to ensure situations like this do not occur in the future at the time of sign up. Nonetheless, there was no intent by GMEC to mislead *** ******** at sign up.

Please note, budget billing does not reduce a customer’s overall energy expense. It simply allows customers to spread out their annual electric expense over a period of time and allows customers to know ahead of time what their monthly payment will be. This allows customers to manage their household budget in a simpler manner. Nonetheless, the GMEC electricity supply charged are simply the actual charges for the month and are considered correct. No additional charges are billed due to not being on budget billing.

As much as GMEC would like to return *** ******** service immediately as per her request, GMEC cannot switch or return customers to their previous provider in between meter cycles and not until *** is able to read her meter on her next scheduled meter read date. This is the case for any alternative supplier though ***, not just GMEC. GMEC did receive *** ********’s cancel request on 4/15/2014. Our records indicate *** ******** is scheduled to be returned to *** for her electricity supply on her next scheduled meter read date at the earliest, 5/8/2014.

Again since GMEC does not bill customers, therefore, *** ******** will need to contact *** for more information/assistance relating to her Budget Billing at ************ or ************ or by email at ********************. after her supply service is returned to *** on 5/8/2014. At this time, *** ******** is currently in contact and working with a GMEC sales manager for an amicable resolution to her budget billing issue. If you have any other questions, please let me know.

Sincerely,

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


?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Green Mountain Energy Sales Rep came to my address at some point in Novemeber 2012 and allowed someone who was not MYSELF to agree to accept their service. The issue at hand is I am the only adult on my lease agreement and the eletric bill thru ComEd is in my name. I am concerned that this sales rep was allowed to make these changes via a third party who could not and was not asked to provide an ID, MY social security card/number and or the electric bill that CLEARLY has MY name on it. I made an attempt to call the company and I spoke with a represenative who basically told me that there was nothing that they could do. I then asked if they were even willing to place me on a payment plan and I was declined that service as well and told that I had to go through ComEd. I then asked the rep how could they allow this to happen. The reply was that the sales person who showed up to my address asked the person if they were an AUTHORIZED PARTY that could make changes to the electric service and the person replied yes and agreed to the service. Also it was my understanding that this service came with an hitech thermostat that would help save me money, which I did not recieve and explains the rep on the phone. I explained to the rep that I am a single mother with three children and that I would never agree to this service as it was 0.4 cents higher that my service at that time. This was a complete failure to verify identity on Green Mountain's behave. I am now stuck with a electric bill that I cannot Pay $ 1300 and some change and facing disconnection in a few days. I would like Green mountain to look into the way that they conduct door to door sales. It should be a requirement that the person to whom the sales rep is speaking with is the account holder. Not just someone living in the home, babysitting, visiting or anything else. This bill has completely has had a detrimental effect on my children's and my life. What will I do without electricity?

Desired Settlement: Refund or correct the billing so that I can keep my electricity.

Business Response: After researching this complaint we have concluded the following: Back on November 13, 2013 GMEC received a valid, signed Residential Letter of Agency (“LOA”) from *** ****** ****** at *** ********** ***** **** ****** ** **** with ComEd remaining as his local Electric Utility. In addition, *** ****** ********** completed and supplied a Third Party Verification (“TPV”) over the phone authorizing the switch of electricity service to GMEC. Attached are a copy of the authorized LOA (signed and dated) identifying the GMEC sales representative and the TPV audio recording as a reference.

The valid, signed LOA completed by *** ****** indicates authorization for enrollment on Green Mountain Energy Company’s Pollution FreeTM electricity variable rate product at 7.49 cents per kilowatt-hour (“kWh”) with a 12 month minimum term and $150.00 early cancellation fee. As outlined on the LOA, *** ****** ****** affirmed that he was, “authorizing the change of your electric supplier from your current provider to Green Mountain Energy Company.” As a courtesy the early cancellation fee will be waived.

The contract agreement and GMEC account is considered valid based on the information provided on the LOA and TPV. Therefore, her billed charges are valid. Our records indicate the enrollment order was processed and service with GMEC was activated in 12/16/2013 and a cancellation order was submitted on 2/6/2013. Please note, once a cancellation request is submitted, it may take 1 to 2 billing cycles depending on the customer’s next scheduled meter read date with her electric utility, ComEd. Nonetheless, her GMEC account was cancelled and returned to ComEd on 3/19/2014. GMEC supply charges are billed through ComEd so any billing issues *** ********** may have will need to go through them. At this time, no reimbursements are necessary.

We appreciate *** **********’s patience in regards to this matter and if *** ********** has any further questions, she can contact a GMEC customer service representative at 1-800-274-5289 for more information. A customer service representative is available from Monday – Friday 7:00 a.m. to 6:00p.m., Central Standard Time. If you have any questions or additional concerns about this account, please do not hesitate to contact me.


Sincerely,



**** *** ****** ********** *******
Green Mountain Energy Company

Consumer Response: Complaint: *******
I am rejecting this response because:

First and foremost *** ******'s name is npt on the elelteic bill. Secondly you did the agent who made the phone call speak with to verify the change becaise ot certainly was not ******.  Basically what I am being told is that anyone can say that they are an authorized person (s) to make changes to electric bills without question?! Furthermore it is a very risky business practice for this company GREEN MOUNTAIN ENERGY to simply take a pera poon's word for it that they are "authorized" to do ANYTHING!. Green mountain needs to require photo identification and the light bill to verify that the person making the "authorized change" is the ACTUAL ACCOUNT HOLDER.

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** **********. We understand her position, unfortunately however, our initial response and position remains the same in regards to the matter.


Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've called about the switch hold and the amount that is due on the account for the past three weeks to have it removed. I spoked to an account specialist advised me that the switch hold was a mistake as well as many agents, ***** and ***** referred me to Marketing Hold to have the switch hold remove as of today April 30, 2014. So **** called me and stated that it does not matter what the agents stated or who I talked to previously, because they must have been "confused". So basically they are allowed to give out wrong information time and time again. When you are dealing with someone's lights it's not a justified answer that they were confused. He had no remorse of the wrong information that I was received and mentioning about my past payments that has completely nothing to do with my switch hold, which I'm aware of and was not the reason for my complaint in the first place. I'm only concerned about my switch hold and the amount that is due (which I was told none until I spoked with **** today) that I owed 291.00 and I did decline the payment arrangement because I do not want to deal with this new organization any longer. I received wrong information for 3 weeks and the only thing **** could say was that it does not matter the agents were confused. So I am now forced to pull all this money together at the last minute and it takes 10 days just for them to send a report to *****. He was pressuring a payment arrangement as if the agents are fully trained thoroughly, I wouldn't be in the incident if they were trained properly. Regardless if I was confused about the situation why would the employees be so confused about their job. Not making up excuses but owning up to it and see how they are able to fix it. I paid the amount that I was due to owe from the payment arrangement that I called for 3 weeks to have it removed and what puzzle me is for him to only say it doesn't matter who you spoke with before me, not one apologize for the companies agents lack of knowledge on payment arrangement to avoid this situation. I'm sure if it's happening to me it's happening to someone who do not know anything about electric companies.

Desired Settlement: To speak to Corporate employer regarding this issue and is willing to explain the details of my account thoroughly and answer my questions, not only just speak about my past payments on the account but many of my concerns. I was not offered a credit, an apology or remorse of inaccurate information with caused inconvenience. The calls are recorded and the proof is there to see.

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
*** ****** is disputing a switch-hold placed for her electric service at **** ******* ***** *** **
 
 
History
On January 31, 2014, a disconnect notice for $340.57 was sent due by February 10, 2014.
 
On February 7, 2014, *** ****** contacted GMEC for payment arrangements.  *** ****** was offered the options of the extension if 50% of the current balance for $649.07 is paid or a deferred payment plan (DPP) with 25% down.
 
On February 8, 2014, *** ****** contacted GMEC and agreed to set up $649.07 on a five-month deferred payment plan (DPP) and her request was processed.  A switch-hold was placed on *** ******’ service address of 3002 Chaucer Drive Apt B until the deferred payment plan was satisfied.  Correspondence confirming the deferred payment plan agreement and terms was sent the same date which discloses that GMEC will apply a switch-hold until the final payment on the past due amount is processed.
 
On February 24, 2014, an invoice for $299.38 was sent for the billing period of January 24, 2014 through February 20, 2014 with a previous balance of $629.07, payments of $200.00 and charges/previous credits of $519.38.
 
Account records reflect that *** ******' account # ******** migrated to GMEC new billing platform on February 28, 2014, establishing account # ********. 
 
On March 26, 2014, an invoice for $574.74 was sent for the billing period of February 21, 2014 through March 24, 2014 with a previous amount due of $687.38, an adjustment credit of $291.00 and current electricity charges of $178.36.
 
On April 2, 2014, a payment of $299.38 was posted to the account.
 
On April 28, 2014, an invoice for $695.32 was sent for the billing period of March 24, 2014 through April 24, 2014 with a previous amount due of $574.74, payments and adjustments of $31.62 and current electricity charges of $88.96.
 
On April 30, 2014, *** ****** submitted a payment of $291.00 which satisfied the DPP balance and the switch-hold was removed the same day, as confirmed by GMEC and her local transmission and distribution service provider (TDSP), ***** Electric Delivery (*****).
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused *** ******.  However, the switch-hold was removed once her April 30, 2014 payment was received by GMEC.  As a result, based on information on *** ******’ account, GMEC acted appropriately due to the past due balance; once payment was received, the switch-hold was removed.  Records indicate *** ****** does not have switch hold on her account at this time, but does have a past due 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. However, my desire of settlement became unnoticed as expected again, 
Desired Settlement: A Phone Call, to speak to Corporate employer regarding this issue and is willing to explain the details of my account thoroughly and answer my questions, not only just speak about my past payments on the account but many of my concerns. I was not offered a credit, an apology or remorse of inaccurate information with caused inconvenience. The calls are recorded and the proof is there to see. Now your company is explaining in details, because when I've called for 3 weeks prior I was told there was an issue with my account not once did someone explained what I owed specifically to REMOVE the switch hold. So I'm unaware of why now the company is wanting to act as such their employees relay accurate information. Yes, I had a balance and I called to see what the amount was to remove the switch hold. Did I receive an answer? No. I know the company transitioned somehow but does not make it an excuse for 3 straight weeks of uncertainty from the people that actual work there. If I'm confused about my account, that's acceptable. How does the employee that works there are acceptable to know no knowledge of payment arrangements. I know she mentioned the switch hold was removed after paying the 291.00, well when I called prior 3 weeks ago it would have been removed sooner, but again I was giving wrong information and the only reply you can really come up with is I had a balance. Please do better Green Mountain and use the calls for quality feedback to improve the accuracy of which a call is handle. You can talk about how much I owed when I set up the payment arrangements, but your employees could have prevented this with accurate information which was how much do I need to pay to remove the switch hold the other information is irrelevant. 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In February 2014, I entered a deferred payment plan with Green Mountain Energy in efforts to keep my electricity service active. ON March 11, 2014, I made a payment of $198.02 and in on April 3, 2014, I made a payment of $179.59. In prior months, I have always made one payment per month. However, I received a new bill due for April 24, 2014. My dispute is that in the March and April months, I have made payments closer to the beginning of the month, but now there is a second bill for April. I have talked with the company and explained that I did not anticipate having to make a second payment in April, nor did I have the funds to do so. I explained that their company informed that if I default on my deferred payment plan, a disconnection notice will be issued and payment, possibly all of the past due amount would be needed to keep the service active. I was also informed that until payment is received there will be a switch hold on my account whether the service is active or not.

Desired Settlement: I am merely asking for the company only give one due date a month to make my payments or either remove the switch hold from my account so that I may find a better suited utility 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
*** ***** is disputing the terms of the deferred payment plan for her electric service account at **** * **** ***** *****.
 
History
On February 3, 2014, *** ***** contacted GMEC and agreed to set up $305.00 on a five-month deferred payment plan and her request was processed.  A switch-hold was placed on *** *****’ service address of **** * **** ***** ***** until the deferred payment plan was satisfied.  Correspondence confirming the deferred payment plan agreement and terms was sent the same date which discloses that GMEC will apply a switch-hold until the final payment on the past due amount is processed.
 
On February 19, 2014, an invoice for $198.02 was sent for the billing period of January 6, 2014 through February 2, 2014 with total current charges of $137.02 and a deferred payment plan installment charge of $61.00.
 
Account records reflect that *** *****’ account #******** migrated to Green Mountain Energy Company’s new billing platform on February 27, 2014, establishing account #********
 
On March 7, 2014, a payment for $198.02 was posted to the account.
 
On March 18, 2014, an invoice for $179.59 was sent for the billing period of February 3, 2014 through March 4, 2014 with total current charges of $118.59 and a deferred payment plan request of $61.00.
 
On April 3, 2014, a payment for $179.59 was posted to the account.
 
On April 8, 2014, an invoice for $140.66 was sent for the billing period of March 4, 2014 through April 3, 2014 with total current charges of $79.66 and a deferred payment plan request of $61.00.
 
On April 15, 2014, *** ***** contacted GMEC to request an extension to the due date of April 24, 2014 for the statement issued on April 8, 2014.  The representative advised that with a deferred payment plan in effect, that an extension could not be granted to the account and that the original due date would remain in place.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *****.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. *** *****' account has been invoiced based on meter information provided by ***** (***).  The invoiced charges are valid and no adjustments are warranted at this time.
 
We would need to discuss with *** ***** directly to review possible options to adjust the billing for the account.  *** ***** would be able to contact me directly at ************, Monday through Friday from 8 a.m. to 5 p.m.
 
**** *********
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I switched to green Mountain energy, because they showed me better rates, but when I got my first bill from them, my bill was twice the amount from when I had meted. I'm getting charges from Green Mountain energy, and meted... Not regular charges, but distribution charges from both. They never told me this... They said meted was ONLY going to send me the bill, and green Mountain was gonna be the supplier.That's not what it says in my bill.

Desired Settlement: Cancel my service with green Mountain energy, without the $100 cancelation fee

Business Response: Dear Better Business Bureau:


After researching this incident, we have concluded the following: Our records indicate that GMEC received a valid, signed electronic Residential Electricity Enrollment Form (“REEF”) from *** ***** ****** on January 10, 2014 to have GMEC as her electric generation supplier (“EGS”) *** ****** *** *** ** ******** ** ***** with ***** ****** remaining as her electricity distribution company. Please note, *** ****** has always been charged for electric generation and for her electricity distribution regardless of who she chooses as her electric generation supplier. Previously, *** ****** would have been billed for both by *****.

The valid, signed REEF completed by *** ****** indicates authorization for enrollment on Green Mountain Energy Company. We regret any miscommunication between *** ****** and the sales agent in regard to this enrollment; however, GMEC did receive a valid and signed enrollment authorization as agreed to by *** ******. In conclusion, GMEC maintains that a valid enrollment was received for this account based on the sign up information provided by *** ******. *** ******’s service with GMEC began on 2/6/2014, however, a cancellation order was received on 4/15/2014. GMEC will appear in her billing cycle and will be cancelled and is scheduled revert her service back to ***** ****** as her EGS scheduled on her next meter read date, 5/6/2014 and her GMEC account will be closed. As a courtesy, the early cancellation fee has been waived.

We appreciate *** ******'s cooperation and understanding in this situation, and if *** ****** is interested in enrolling with GMEC as her ESG in the future, or wants more information, she may contact Green Mountain Customer Care at **************. Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.

If you have any questions or additional concerns about this account, please do not hesitate to contact me.

Sincerely,

**** *** ****** ********** *******
Green Mountain Energy Company
Fax ***** ********

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have made a payment on my light bill of 219.07 and they dont seem to find my payment. My bank account has been charged for more than the amount due. I have called, sent over my bank statements. I have tried calling several times and every rep that I have spoke to has hung up on me. I have asked to talk to the ******* and again was disconnected. I have tried to resolve this problem and just waisted 2 hours of my time. Nothing has been resolved. This is the worst customer service I have ever had to deal with.

Desired Settlement: And this company needs to be off the BBB because it is a horrible 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
*** ***** states that a payment she processed for $219.07 has not been applied to her electric service account at **** ***** ********* *****.
 
History
On February 5, 2014, an invoice for $68.66 was sent for the billing period of January 22, 2014 through February 3, 2014.
 
On March 3, 2014, a payment of $68.66 posted to *** *****’s account.
 
On March 6, 2014, an invoice for $219.07 was sent for the billing period of February 4, 2014 through March 4, 2014 with a previous balance of $68.66 and charges of $150.41.
 
Account records reflect that *** *****’s account #******** migrated to Green Mountain Energy Company’s new billing platform on March 14, 2014, establishing account #**********.
 
On March 31, 2014, a disconnection notice for $150.41 due by April 10, 2014 was sent to *** *****.
 
On April 8, 2014, an invoice for $290.38 was sent for the billing period of March 5, 2014 through April 4, 2014 with a previous amount due of $219.07, payments and adjustments of $48.66 and current electricity charges of $119.97.
 
Payment was not received by the disconnection notice due date; therefore, on April 14, 2014, a disconnect request was sent to ***** ******** ******** ******* (*****).
 
Later on April 14, 2014, *** ***** contacted GME advising that she processed a payment for $219.07 which had cleared her financial institution’s account.  At that time, a request was processed to investigate *** *****’s account.  Additionally, a request was submitted to ***** to restore the electric service at *** *****’s premise.
 
On April 15, 2014, GME received confirmation that *** *****’s electric service had been restored.
 
On April 15, 2014, GME’s Remittance Processing Department located *** *****’s payment of $219.07 and applied it to her account.  Additionally, a disconnect request fee of $25.00 and a reconnect request fee of $15.00 were credited to *** *****’s account as a courtesy.
 
On April 23, 2014, a disconnect notice fee of $20.00 was credited to *** *****’s account as a courtesy.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *****.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  A review of *** *****’s account determined that her payment of $219.07 was applied to her account and applicable fees waived.  We appreciate *** *****’s patience and 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have only been a customer for 4 months and have experienced outrageous high bills! I live in a small one bedroom apartment! There's no way that I'm using as much kWh as they are billing me for. Since my very first bill I have seen continuous amounts of $120+ per month. I emailed them several weeks ago and complained about my high bill. No one got back to me via email. They just sent me a snapshot of what the bill said. Then I called their customer service department and was told that I was on the lowest usage rate. That's impossible!!! How could I be on the lowest usage rate when my bill is over $120 a month. I'm a college student working part time. I'm juggling trying to pay all my bills at the same time until my work situation changes. I've called two or three times and was able to get an extension to pay on my (high) bill. Each time I made the payment, I paid it on the dated promised--minus $20. But the bulk of the bill has always been paid. I called this morning to get another extension for April's bill. I asked for a payment arrangement for the current bill and was told by **** employee number ******(who by the way works out of their New Mexico call center), that he would not give me an extension because of the $20 balance. I asked for the corporate office phone number and he lied to me by saying they don't have one. Right now, corporate is located in New Mexico--he said to me. I went to their website and found a corporate address and phone number for Austin, TX. When I called that number I was transferred twice to the wrong department. Once I told the rep that I needed to speak with someone in management--both men quickly patched me thorough to other numbers. However, after holding while their automatic system goes through its spill, I realized that I was transferred back to the same department that had supposedly transferred me. This is getting very frustrating. You cannot find any form of management. I'm getting the run-a-round on top of the possibility that my electric will be disconnected because of $20 dollars. When it's all said and done, I have a constantly high electric bill, and I can't reach a management person. I also wished I had read the reviews on this company before I signed up with them. I have read quite a few reviews from customers who are also complaining about their bill average being EXTREMELY high and experiencing runarounds when they contact customer service at times. I've also noticed that my bill is projected at the same $120 every month with the exception of this month, which they are saying is $90+ dollars. Why can't these companies be forthright and honest? There are sooo many families struggling right now, that are trying to do the best they can. But when you have large electric bills and customer service reps that refuse to work with you that poses a problem for everyone.

Desired Settlement: I would like to talk with a management person that's sympathetic and that will work with me on 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 c***erns are addressed.  Please see below for a summary of our findings:
 
Issue
*** ********** is disputing the billing for electric service at **** ********* ***** ****.  *** ********** is also requesting an extension for the current amount due on the account.
 
History
Account records reflect that *** **********’s account #******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #********.
 
On March 28, 2014, an invoice for $126.05 was sent for the billing period of February 24, 2014 through March 25, 2014 with a previous balance of $153.36, payments of $123.68, and current charges of $96.37.
 
On April 16, 2014, *** ********** contacted ******* to request an extension for the account.  The agent reviewed the account and advised that the account was not eligible for an extension due to the payment history for the account.
 
On April 21, 2014, a disconnection notice was issued advising that the amount of $126.05 would be due by May 1, 2014 and a$20.00 disconnect notice fee was applied.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** **********.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. *** **********’s account has been invoiced based on meter information provided by ***** (***).  The invoiced charges are valid and no adjustments are warranted at this time.
 
As a one-time courtesy, the disconnect notice fee was reversed from the account and an extension was placed on the account from the date of May 1, 2014 to May 6, 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. I would like to add, that I have always made my payments. If I needed an extension and one was granted. I paid it as promised. The rep of Green Mountain has granted me an extention for April's bill. That's what I was wanting, and couldn't understand why an extension wasn't granted when I called in and spoke previously with a rep in Mexico. Basically, this told me that they were ready to shut off my electric because of a $20 balance, even if they got the bulk of it--which was $130 something. In the end,I was glad the rep allowed me a little more time. I wish now, that something could be done about the high invoicing. I still say that a 500 sq ft apartment should not have over a $126 dollar bill.
Regards,

* **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain is in the process of switching billing systems. I made my payment online as I normally make the payment. The payment posted to my bank account but I noticed after several days my electric account was still showing past due. I called and there was a minute wait "due to high call volume" I was tild they could not find my paymen. They asked me to fax a copy of my bank statement and they would get the error resolved. Ten days later no resolution and they still have no idea where my payment is. I was told by the represntative they do nit have access to my old account fro the previousbilling system. This is bad business practice and I was charged a late fee!

Desired Settlement: Immediate correction to my account and billing issues resolved

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 a missing payment of $164.03 for her electric service account at **** **** ***** ******
 
History
Account records reflect that *** *****’s account #******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #*******.
 
On March 24, 2014, an invoice for $164.03 due by April 9, 2014 was sent for the billing period of February 19, 2014 through March 20, 2014 with current electricity charges of $164.03.
 
On April 3, 2014, *** ***** contacted GMEC to advise that a payment attempt for $164.03 was not showing as posted to her account.  The agent entered a dispute to research the missing payment.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *****.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  A review of *** *****’s account determined that the payment of $164.03 was posted to the account as of April 17, 2014.  *** ***** was contacted and advised of the payment posting 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. 
 
**** *********
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,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My current electricity provider is Green Mountain Energy. I live in an apartment. I am moving this weekend to a new unit within the same apartment complex and would like to receive electricity when I move in. On 3/19/2014 I received an email from Green Mountain informing me of my new account number. Within that email was the following: "You can no longer log into My Account with your old account number. You can only log in with your User Name or your new account number." I then go log in to access my account online. After entering my account number and password, I am greeted with the following message: "Before you continue, an e-mail has been sent to your e-mail address on file from Green Mountain Energy Company. Please check your account for a confirmation e-mail instructing you on how to verify your e-mail on record. If you haven’t received the e-mail yet, please verify the e-mail address you provided under 'Account Settings' is accurate and click here to have the verification e-mail resent." It has been two weeks since I originally requested access to my account online. I have requested to have the verification email resent several times. I have still not received said email. I can still not access my account online. I have sent emails and online customer support requests. No one has called or emailed me back. I have called and been on hold for over thirty minutes. No one has answered. I requested account information over the automated voice system to learn that I now have a bill past due and am scheduled to have my services shut off in three days if I do not pay my bill. I can not access my account because it was set up on auto-pay, which was turned off when issued a new account number. I cannot log in to pay my bill because I have not received the verification email granting me access to my account. I cannot request a change of services to my new address because I cannot access my account online, nor can I get a hold of any one in customer service. My account is being charged late fees because I cannot pay my bill because I cannot access it. I am at risk of having my electricity shut off before I move out, no electricity when I move into my new unit, and penalties charged to my account for actions beyond my control.

Desired Settlement: First and foremost, I would like to have electricity when I move into my new apartment. I would like a phone call from some one who can make this happen as soon as possible. Then I would like an apology for the shoddy customer service and system issues. Finally, I would like any penalties accrued from this mishap credited back to my account, as they were not my fault.

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 requesting to transfer his electric service at **** ******** ****** **** ** **** ******** ****** ****.  Additionally, *** ********* states that he has had difficulty accessing his online account management (OAM) and requests that any fees associated with delay be credited to his account.
 
History
Account records reflect that *** *********’s account #******** migrated to Green Mountain Energy Company’s new billing platform on February 27, 2014, establishing account #**********.
 
On April 1, 2014, *** ********* contacted GMEC and agreed to transfer the electric service at **** ******** ****** **** effective April 7, 2014 to **** ******** ****** **** effective April 4, 2014 and his request was processed.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *********.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  We appreciate *** *********’s patience and continued service.  A disconnect notice fee of $20.00 has been credited to *** *********’s account.  Additionally, a courtesy credit of $25.00 has been applied to *** *********’s account for his experience.   
 
*** *********’s OAM login concern  has been escalated to our Information Technology 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 a.m. to 5 p.m. 
 
******* ********
******** ******* ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a contractual agreement to pay $60 per month, I kept my month payment arrangements yet Green Mountain Energy Company has sent my account to a collection agency I have never missed a payment. I will be reporting this violation of my contractual agreement to Texas Public Utilities Commission.

Desired Settlement: I need a letter from Green Mountain Energy Company stating the fact that I have kept my payment arrangements and have never missed, a payment per the contractual agreement I made with this company.

Business Response:

Dear Better Business Bureau,

 
*** *******'s account is being listed as closed out as of October 30, 2014. 
 
The account shows as being recalled from third party collections as of January 14, 2014.  The account was originally sent to collections as of December 16, 2013.  The remaining balance is listed as $125.92 .

On November 20, 2013, a deferred payment plan was offered, but not accepted as *** ****** hung up before agreeing.  The terms offered were that the customer may make payments of $60.00 per month for the remaining balance. The customer must call in each month for a 30 day collections protection after each monthly payment is received.  *** ****** was advised that that if she was mailing in a check to GMEC, then then she would have to confirm that the payment was received.  At that point, *** ****** could then establish another 30 day protection to continue the $60 payments a month and that the process would need to be repeated to keep the protection in place.   Please note, there was no contracual agreement made, nonethless *** *******, account was recalled from 3rd party collections and returned to GMEC for payments to allow her to continue to make $60.00 paymentas  If you have any questions, please let me know.

Thanks, ***** ***
*** ********** *******
Green MountatinEnergy Company

Consumer Response: Complaint: *******

I am rejecting this response because:  Green   Mountain Energy for the past 60 days, the recording says due to bad weather they are not answering their phone. BBB you can verify by calling their 800 number. 


Regards,
******* 

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** ******.  We understand her position, unfortunately however, our initial response and position remains the same in regards to the matter. If you have any further quesitons, please let me know.

Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company has billed me for a late payment fee. Due to a system wide account change, when I made the payment it was placed on my new account number but the bill was on my old account number. When I received my bill and called about the error I was told the fee could not be waived until the new account number was billed they cannot tell me when this will be and they states they will have to collect the 15.71 fee. I advised the fee would not be paid and they would have to fix the billing error before I would pay my bill. I have called more than 5 times about the issues since receiving the bill and when I am about to hold for 45 min or more the person on the phone is refusing to send me to a supervisor. I am a consumer on a very tight budget and am unable to pay an additional 15.71 for something I am not responsible for.

Desired Settlement: Have the Billing error Fixed.

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 requesting that a late payment penalty of $15.71 be removed for her electric service account at *** **** ******* ****.
 
History
On February 18, 2014, an invoice for $314.15 due by March 10, 2014 was sent for the billing period of January 17, 2014 through February 16, 2014 with a previous balance of $256.71, payments of $256.71 and charges of $314.15.
 
Account records reflect that *** *****’s account #40463373 migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #10054692.
 
On March 10, 2014, *** ***** contacted GME and processed a payment of $314.15.
 
On March 19, 2014, an invoice for $496.85 due by April 7, 2014 was sent for the billing period of February 17, 2014 through March 17, 2014 with a previous balance of $314.15 and charges of $182.70.  This invoice also includes a late payment penalty of $15.71.
 
Multiple contacts were received from *** ***** on March 28, 2014 disputing the late payment penalty of $15.71 assessed to her account.  GME representatives advised her that the late payment penalty was assessed in GME’s previous billing platform and to contact GME once she has been invoiced through the new billing platform.  *** ***** requested to speak with a supervisor; however, disconnected the line before the transfer completed.
 
On April 10, 2014, *** ***** contacted GME and requested to speak with a supervisor.  While on hold, *** ***** processed a payment for $166.99 via online account management (OAM).  *** ***** advised the GME supervisor that she was assessed the late payment penalty in error.  The GME supervisor determined that the late payment penalty was assessed in error and removed the charge. 
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *****.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  A review of *** *****’s account determined that the late payment penalty charge of $15.71 was removed on April 10, 2014.  We appreciate *** *****’s patience and 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
************

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

I am rejecting this response because:  I the message it stated that I disconnected from speaking to a manager. upon the first phone call I was told nothing could be done about the charge.  After being on hold for close to 45 mins I did not ask to speak with a supervised due to my lunch break was over......  that night I called and was on hold for 45 mins and never got to talk to anyone......  The second time I Spock with a representative I ask to talk to a supervisor and stayed on hold for an hour and 15 mins, I had to hang up there was no way to hold for that time especially when the mistake was not mine...  the repersitive are rude and unwill to help.  I finally took time out of my work day and was s on hold for over an hour and a fourty five mins to get this taken care of.......  very poor custom sevice and in ability to take care of the issue on the first call shows me that my time means nothing to this company.   This company only took care of the fragilint charge after hours on the phone using my time, my energy and a great deal of stress to me.  

Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: About 2 weeks ago I contacted or should I say I tried to contact them because I had yet to receive my bill and go now where, the automated message stated that they were going through a new system plus inclement weather was affecting hold time. I again tried to call on 03/24/2014 because there was an issue with my account and had to wait for a new debit card to come in before anything could go out, I was on hold the first time for 27 minutes the second time for almost an hour with two emails sent within that time period of course got no response to those either. I called today 3/25/2014 during my lunch, waited one time for 13 min, the second time for 12 minutes. I finally went on to make a partial payment due to I didn't want to go home and find my lights off and even though my bank automation stated my account would be frozen, from my understanding from others it will be just the card. But if one cant get through to customer service how are they to get information regarding their account? This has been going on for too long, but if I missed the payment im and very sure my light would be off and it would be my fault.

Desired Settlement: I just want to be able to get through to my electricity provider without having to waste the majority of my day on the phone in case I have future issues.

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
*** ******* offered feedback concerning long hold times for customer service by phone for her electric service account at **** **** ***** ****.
 
History
Account records reflect that *** *******’s account #******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014 establishing account #***********
 
On March 25, *** ******* contacted GME to inquire on the account balance.  The GMEC agent advised that the issue would need to be handled by another department.  While attempting to get *** ******* in contact with the correct department, the call disconnected.
 
Resolution
Green Mountain Energy Company regrets any inconvenience our system conversion may have caused *** *******.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. As a courtesy, a credit of $25.00 has been applied to *** ******* 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. 
 
**** *********
******** ******* ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made arrangements with Green Mountain Energy via a phone call regarding setting up a payment plan due to insane electric bills for a small apartment. The person I specifically spoke to and I arranged a plan that included making a payment via the Green Mountain Energy website. They have long wait times on the phone. I made a payment, just as he and I spoke about, yesterday morning and printed out the information and confirmation number. When I got home last night the electricity had been shut off. After being on hold for 57 minutes at 9pm central time I finally got to speak to someone. The person I spoke to told me that Green Mountain had updated their system and dropped my payment plan so they shut my electricity off and the only way to get it turned back on was to pay the remaining balance. I had set up a payment plan specifically to avoid service interruption. He then had to check with a supervisor regarding emergency restoration.

Desired Settlement: Green Mountain charges a disconnect fee, a reconnect fee, as well as many other fees associated. I want to make sure that I will not be charged the fees due to an error on their part.

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 charges related to disconnection of service for electric service at **** ********* *****

History
Account records reflect that *** *********’s account #******** migrated to Green Mountain Energy Company’s new billing platform on March 5, 2014, establishing account #**********.
 
On March 10, 2014, a disconnection notice for $283.02 was sent due by March 20, 2014
 
On March 18, 2014, *** ********* contacted GMEC and agreed to set up $265.83 on a five-month deferred payment plan and her request was processed.  A switch-hold was placed on *** *********’s service address of 4909 Haverwood Lane until the deferred payment plan was satisfied.  Correspondence confirming the deferred payment plan agreement and terms was sent the same date which discloses that GMEC will apply a switch-hold until the final payment on the past due amount is processed.
 
On March 24, 2014, a disconnection request was issued to the account.
 
Later that day, *** ********* contacted GMEC to advise that the service was disconnected.  A GMEC agent issued a request to reconnect service for the address.
 
Resolution
Green Mountain Energy Company regrets any inconvenience our system conversion may have caused *** *********.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  A reversal of fees related to the conversion such as late fees, disconnection, and reconnection fees have been reversed off of 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. 
 
**** *********
******** ******* ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a payment with Green Mountain Energy that wa due on 02-28-2014, in the amount of $304.89. Due to no ones fault but my own, I made a wrong payment of $270.00. I expected to receive a billing for the additional amount due, but instead, I received a billing for $324.00 wit a due date of 03-24-2014. I made another payment of $50.00, to cover my $34.89 balance, with the anticipation of there being a late fee. The next mailing I received from Green Mountain Energy was a Renwal packet. I expecting my billing for the month of March, because my payment is usally due around the 28th. Instead, I received a notice from my house security system showing a power outage. I assumed it was something in the neighborhood, however when I got home I learned my power had been shut off. The ******** I spoke with (*****) was very helpful, and informed me that the company had made changes in to the system, and the customers were issued new account numbers. Because my payment of $50 wasn't registered to my new account number, a cancellation notice was sent out 03-06-2014, just 6 days after the original payment was due. The payment for $270 was posted, but not the $50 payment. She also informed me that there were glitches in the system, but my account was the only one she was aware of that resulted in a termination. My power was turned back on by 9:30 that night, with minimal loss to my refrigerated items. Today 03-24-2014 I received a new billing from Green Mountain Energy, for $375.00 loaded with disconnection fee's that I was assured would not be the case, and it still didn't reflect the $50 payment. After approximately 2 hours on the phone with another representative (*****), I was amazed at how she ended the conversation. The only thing I requested from her or her supervisor was to have the disconnect & reconnect fee's removed from the billing, like the company promised, and give me a corrected billing that reflected the $50 payment. She aslo made a point to pull up my credit history with the company and tell me that in all the time I've been a customer with the company, I did have one previous late payment fee with them back in August! Really!

Desired Settlement: The representatives that you contact can't understand there billing system, so how do you expect the customers to. The company can say a billing was sent, and you can have a copy to prove it, but as far as they're concerned, what they see on there system when you talk to them is truth, and you're just making things up. Why not ask me to scan it and send it back to them. so they can see for themselves. I would like an amended billing, and any refund I have coming so I can apply it to my new Electric Company 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:
*** ****** is requesting a corrected billing statement for her electric service at **** ******** ***** *****.

History:
Account records reflect that *** ******’s account #******** migrated to Green Mountain Energy Company’s new billing platform on February 28, 2014, establishing account #***********
 
On March 6, 2014, the payment for $270.00 was posted to the account.
 
On March 19, 2014, a regular invoice for $375.29 was sent for the billing period of February 7, 2014 to March 10, 2014 (2923 kWh) with a previous balance of $304.89, payments and adjustments of $210.62 and current charges of $281.02.
 
On March 20, 2014, the payment for $50.00 was posted to the account.
 
On March 24, 2014, the payment for $325.91 was posted to the account.
 
On March 26, 2014, a final invoice for $27.68 was sent for the billing period of March 10, 2014 through March 24, 2014 (696 kWh) with a previous balance of $375.29, payments and adjustments of $420.18 and current charges of $72.57.

Resolution:
Green Mountain Energy Company regrets any inconvenience our system conversion may have caused *** ******.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. The final invoice issued reflected a reversal of fees related to the conversion such as late fees, disconnection, and reconnection fees. 

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. 
 
**** ********* ******** ******* ************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When i started my service with Green mountain energy, I was told that my rate for electricity was 8.8. I was not aware of any contract.The rate was gradually increased every month without PROPER notification. They are charging whatever amount they like which is not fair. If we call the customer service they will put us in hold for almost an hour and sometimes they just end the call. I hardly got chance to talk about this to a representative but i was told that it was my mistake. I used the same amount of electricity like last year but now i am paying the double amount. I am very upset and couldn't control my anger. so i am complaining about them. Our apartment has only this provider as the option, otherwise i would have disconnected it right away with them. I got headache talking to this lady on phone. They could have that told us that the electricity would be discontinued right after the contract was over. WE would have called them back and settled with the new contract. But this was all done in conspired way so that they can charge any amount they want. I am student and its difficult for me to pay the double amount of electricity that i am supposed to pay.

Desired Settlement: Billing Adjustment

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
*** ***** states that she was not properly notified of the variable price changes under GMEC’s Apartment Community Program plan for her electric service account at **** * ******** ****** ******
 
History
Account records reflect that *** *****’s account was active on Green Mountain Energy’s Apartment Community Program effective March 21, 2013.  Green Mountain Energy’s Apartment Community Program is a month to month (variable) rate plan which has no minimum term.
 
Subsequent invoices sent from April 17, 2013 to February 17, 2014 reflect Apartment Community Program pricing.  These invoices also advise “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.”
 
Account records reflect that *** *****’s account # ******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #10081189-2.
 
On March 19, 2014, an invoice for $114.82 was sent for the billing period of February 13, 2014 through March 14, 2014.  This invoice also reflects Apartment Community Program pricing.
 
On March 21, 2014, *** ***** contacted GMEC regarding her price plan and agreed to change her plan to GMEC’s Pollution Free e-Plus Smart 6 plan.  This plan is for 6 months and has a $150.00 cancellation fee.  *** ***** expressed concerns regarding the pricing she had been paying over the last year while on a month to month product and was advised that a contract expiration notice advising that her previous term plan was expiring was sent on February 11, 2013; therefore, the charges were valid.  *** ***** requested to speak with a supervisor and her call was transferred.  A GMEC supervisor provided *** ***** with an explanation of her price plan and explained that the charges were valid.
 
Resolution
As stated on *** *****’s electricity facts label (EFL), Green Mountain Energy Company’s Apartment Community Program plan is a variable price product.  Except for price changes allowed by law or regulatory action, this price is the price that will be applied during his first billing cycle; this price may change in subsequent months at the sole discretion of GMEC.  Please note that variable rates are subject to change without advance notice.   Also, *** *****’s product details were noted and explained in the following bill message on each of her bills:  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 1-866-785-4668. 
 
GMEC as like in other retail providers 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.  
 
GMEC apologizes for any confusion and miscommunication *** ***** may have experienced regarding her price plan; however, GMEC believes *** ***** was properly notified of her plan pricing through her terms of service and as well as on her monthly bill.  At this time, adjustments are not warranted. 
 
Our records show we spoke to *** ***** on March 21, 2014 and were able to place her on a fixed rate plan.  We appreciate *** *****’s 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
************

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

I am rejecting this response because:

I still feel like i am not treated fairly in this case. I am paying something that i was not supposed to pay. 
I browsed the website and found out that the rate for month to month electricity plan is  11.5c/kwh for my location.
but i am charged at the rate of 16.3c/kwh. I have attached the information from the website. Can you provide me a proof that the rate was 16.3 for everyone.
It feels like the contracts they made is to trick the customers. If they say that the contract was for 6 month term, why dont they notify us that our electricity will be cut off if not renewed at the end of month. I would definitely be concerned and renew it. In my case, I dont remember getting any notification from them. 
And i didnt notice that the rate was increased until my last bill. I thought I used way more electricity than i had used before. I went back and analyzed all my previous bill. So I contacted them. I dont have time to waste in such stuff. Green mountain ..You are not serving us, You are making money out of us by tricking. I know that this problem is not going to be solved...still wanted to confess my frustration toward them!!

Business Response: Green Mountain Energy Company’s Response to BBB Case #******* Rebuttal
 
Green Mountain Energy understands with *** *****’s confusion regarding the status of her account; however, has ensured that information regarding **.  *****’s price plan was fully and thoroughly communicated.  A contract expiration notice was sent to *** ***** on February 11, 2013 advising that her previous plan, Green Mountain Energy Company’s Apartment Community Program 6 Month plan, was expiring on March 20, 2013 and if another price plan was not selected, then she would continue to receive electric service under our month-to-month plan which has no contract term and no cancellation fee.  The contract expiration notice has been attached for *** *****’s review.  In addition, notification was placed on all of *** *****’s invoices regarding the fluctuation in price of our variable price plans.
 
Similar to other retail electric providers, 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.  
 
A request was not received to change *** *****’s price plan until March 21, 2014, at which time, her request was processed.  *** *****’s new price plan, the Pollution Free e-Plus Smart 6 plan, is a fixed rate term plan. 
 
*** ******s concerns regarding our variable price plan have been forwarded to GMEC’s Marketing Department for further review.
 
******* ********
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm trying to cancel my account, which is **********, but the telephone number given on the website disconnects after about being on hold several times for 20+ minutes. I've been trying to do this for several days. Meanwhile, I am being charged each day for their service, but unable to discontinue their service because I cannot get in touch with them.

Desired Settlement: Cancel 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 requesting to cancel her electric service account at **** ****** ****** **.
 
History
Account records reflect that *** ********’s account #******** migrated to Green Mountain Energy Company’s new billing platform on March 5, 2014, establishing account #**********.
 
On March 19, 2014, *** ********* contacted GME and requested to cancel the electric service at **** ****** *** ** effective March 31, 2014 and her request was processed.
 
Resolution
Green Mountain Energy Company regrets any inconvenience our system conversion may have caused *** ********.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. As a courtesy, a credit of $25.00 has been applied to *** ********’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
************

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

I am rejecting this response because: I still can't tell if my service has been stopped.  I no longer live at the residence for me to check, and I can't tell online what the status is. When I check "usage", it tells me that the site is under maintenance.  If somebody could just call, and leave a message if I don't answer, telling me that it has been turned off, I would greatly appreciate it.  The only thing I know to do is to not pay the bill, so that it is shut off for nonpayment.  I want to make sure I'm not paying for the new resident to have electricity thru my account.

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******* Rebuttal
 
On April 4, 2014, a final invoice of $202.55 was sent for the final billing period of March 3, 2014 through March 31, 2014 with a previous amount due of $127.74, a miscellaneous adjustment credit of $25.00 and current charges of $99.81.
 
Later on April 4, 2014, *** ******** was contacted and advised that her account with Green Mountain Energy Company (GMEC) closed effective March 31, 2014.
 
******* ********
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Sir I ordered electricyt service on 03-09-14 for 6 months contract starting from 04/17/14. at 6.5c/kwhr with $150 cancellation fees and $100 gift card offer. I hae all the print outs, in case you need a proof. on 03/11/14 my account was cancelled stating that it has a security alert , stating that our efforts to contact me was unsuccessful. I have not received any phone call or email, I need a detailed explanation why my account has been cancelled. I have frozen my credit with all 3 credit bureaus and hence you guys have asked me to pay $279 deposit, I have given my credit card details for auto pay in my account. I need an explanation why my account was cancelled without even contacting me. Is it that you have increased the rate and choose to cancel me as I was locked in at 6.5c / kwhr, I really hope not. Please provide the evidence that you have contact me and the record of our conversation or kindly honor your commitment of the same rate Pollution Free Smart 6 at 6.5c/kwhr with $100 gift card for 6 months with $150 as cancellation fees. I hope to hear from you soon Regards ******* ***** ************

Desired Settlement: Please reinstate my account and start the service on 04/17/14.

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
*** ***** is requesting his electric service account at ***** ******* ****** ** ***** ** ***** be enrolled on GMEC’s Pollution Free 6 plan with an energy charge  of 6.5 c/kwh and an a promotional gift card of $100.00.

History
On March 9, 2014, *** ***** processed a request to enroll the electric service at ***** ******* ****** ** ***** ** ***** effective April 17, 2014 through GreenMountain.com.  At the time of *** *****’s enrollment, he agreed to enroll on the Pollution Free Smart 6 plan.  This plan had an energy charge of 6.5 c/kWh and included a promotional gift card of $100.00.  While processing *** *****’s enrollment, GMEC received notification of a security fraud alert hold which required *** ***** to provide two forms of identification in order to complete his enrollment request.  Multiple attempts to contact *** ***** to advise were unsuccessful.

Due to the required information not being received to satisfy the security fraud alert hold, *** *****’s enrollment request was cancelled on March 11, 2014.

On March 19, 2014, *** ***** contacted GMEC and agreed to enroll the electric service at ***** ******* ****** ** ***** ** ****4 effective April 17, 2014.  During the enrollment, GMEC received notification of a security fraud alert hold and advised *** ***** to provide two forms of identification in order to process his enrollment request.  At that time, a request was processed to enroll *** *****’s account on GMEC’s Pollution Free 6 plan with an energy charge  of 6.5 c/kwh and an a promotional gift card of $100.00. 

On March 21, 2014, GMEC received documentation from *** ***** which satisfied the security fraud alert hold.  *** *****’s enrollment request is currently scheduled for April 17, 2014.
Resolution
On March 27, 2014, a Green Mountain Energy Company representative contacted *** ***** and advised him that his request to be enrolled on GMEC’s Pollution Free 6 plan was processed. 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I logged into my account to pay my bill I have a ZERO balance, for two weeks I saw this. I received an email stating I had a high past due amount. Again when logging into my account and checking my bill details it shows a previous balance of ZERO, yet a past due amount. I called into the company to have this explained. I was hung up on, they acted like they couldn't hear me and when I finally managed to talk to someone, I was told their system has been malfunctioning. No one from their company called or in any other way alerted their customers to this. They did NOT confirm energy usage, even though their system is malfunctioning. They refuse to correct the amount. Not only this but for the past four or five months I have been charged double what I should have been. I have not changed my consumption in any way, yet my current (minus their false past due amount) bill reflects what I should have actually been charged the entire time. I have called in numerous times about that, but no one wanted to listen, investigate or do anything about it. Their answer is always "There's nothing I can do about it, you have to pay it".

Desired Settlement: When a mistake is made on the company's end the company should not make the consumer pay for 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
*** ******* is disputing the invoiced balance and reported usage for her electric service account at *** **** *** *****.  *** ******* also states her balance was reported as $0 when she checked it online. 
 
History
On August 15, 2013, an invoice for $607.83 was sent for the billing period of July 15, 2013 through August 12, 2013 (3,421 kWh) with a previous balance of $281.51, payments of $281.51 and current charges of $607.83.
 
On September 19, 2013, *** ******* contacted GMEC to dispute her invoiced usage and was advised that a request could be processed to have the transmission and distribution service provider (TDSP) re-read her meter for accuracy; however, *** ******* declined.
 
On September 16, 2013, an invoice for $635.79 was sent for the billing period of August 13, 2013 through September 11, 2013 (3,375 kWh) with a previous balance of $607.83, payments of $607.83 and current charges of $635.79.
 
On October 16, 2013, an invoice for $1,177.71 was sent for the billing period of September 12, 2013 through October 12, 2013 (2,822 kWh) with a previous balance of $635.79 and current charges of $541.92.
 
On November 13, 2013, an invoice for $702.13 was sent for the billing period of October 13, 2013 through November 11, 2013 (2,083 kWh) with a previous balance of $1,177.71, payments of $886.00 and current charges of $410.42.
 
On December 16, 2013, an invoice for $631.23 was sent for the billing period of November 12, 2013 through December 12, 2013 (3,610 kWh) with a previous balance of $702.13, payments of $722.13 and current charges of $651.23.
 
On January 17, 2014, an invoice for $748.74 was sent for the billing period of December 13, 2013 through January 15, 2014 (4,295 kWh) with a previous balance of $631.23, payments of $662.79 and current charges of $780.30.
 
On February 17, 2014, an invoice for $1,148.57 was sent for the billing period of January 16, 2014 through February 13, 2014 (4,219 kWh) with a previous balance of $748.74, payments of $393.00 and current charges of $792.83.
 
Account records reflect that *** *******’s account # 41246378 migrated to Green Mountain Energy Company’s new billing platform on February 27, 2014, establishing account #10069616.
 
On March 19, 2014, an invoice for $1,232.53 was sent for the billing period of February 14, 2014 through March 17, 2014 (2,407 kWh) with a previous amount due of $792.57, an adjustment of $16.80 and current electricity charges of $423.16.
 
On March 19, 2014, *** ******* contacted GMEC regarding her account balance stating that when she accessed her account online, it reflected she had a zero balance.  A GMEC representative attempted to provide *** ******* with an explanation of her billing and charges; however, *** ******* requested to speak with a supervisor.  While attempting to transfer *** ******* to a supervisor, the call dropped. 
 
Later on March 19, 2014, *** ******* contacted GMEC regarding her account balance. A GMEC supervisor provided *** ******* with an explanation of her billing and charges.  At that time, *** ******* requested that the past due balance be removed since GMEC’s online account management system – My Account reflected she had a zero balance; however, advised the invoiced charges are valid and unable to be credited.  *** ******* requested to speak with a manager and a manager callback request was processed.
 
On March 25, 2014, GMEC received notification that the electric service account at *** **** *** ***** was being switched to another retail electric provider (REP) effective March 25, 2014.
 
On March 27, 2014, a final invoice for $1,341.81 was sent for the final billing period of March 17, 2014 through March 25, 2014 (595 kWh) with a previous amount due of $1,232.53 and current electricity charges of $109.28.
 
Resolution
*** *******’s local TDSP is AEP Texas Central Company (AEP TCC).  AEP TCC is *** *******’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *******’s accurate meter reads to GMEC for billing.  AEP TCC and GMEC are two completely separate entities and *** ******* would have the same TDSP and meter readings regardless of her retail electricity provider.  GMEC simply billed *** ******* based on meter reads provided by AEP TCC. 
 
*** ******* can contact AEP TCC for more information in regards to her meter or meter reads.  If any corrections were necessary, AEP TCC would have sent an adjusted meter read to GMEC, and in turn we would have adjusted *** *******’s GMEC account charges accordingly.  However, GMEC did not receive any necessary corrections AEP TCC and must assume the balance and meter reads were correct. 
 
As a result of the billing system transition for a short period immediately after conversion, GMEC’s online account management system known as My Account reflected a zero balance for the *** *******’s account although there was a balance due on the account.  Although it was anticipated that some issues might occur during the process of the system conversion, GMEC has taken precautions to help minimize and adverse customer impacts. 
 
GMEC regrets any miscommunication or confusion these proceedings may have caused *** *******.  GMEC sympathizes with *** *******’s position regarding possibly high meter reads which resulted in high electricity bills at her service address.  However, GMEC cannot be responsible for any energy inefficiencies *** ******* may be experiencing at her residence.  *** *******’s high bills were a result of high electricity consumption in recent months and not due to any major recent rate increases by GMEC.  Also, the electric meter at *** *******’s residence maintained an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read incorrectly too high or too low in any given month, the meter reads would have adjusted with the next field obtained reading.  At this time, a credit for *** *******’s disputed usage is 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear sirs, madam, Until October 2013 my monthly average bill was never higher than $170, usually less than $150. In November 2013 I switched to Green Mountain Energy, because their price looked better. Indeed, first month, December 2013,I paid $96 and decided the deal is good. I did not get a bill in my mail in January 2014. On February 13 2014 I was unpleasantly surprised when Green Mountain announced I owe them $653.84 for January and February. I paid that bill, and started checking regularly their web site. I also made an account with *********************** - a web site that provides real-time reading of meter's values. I saw my consumption is the same as before, but bills kept rocketing. March added $412.33. Now you guys probably are asking yourselves "Why he stays with this company?" In the first half of March I visited several times the web site of Green Mountain. Until March 15 my amount due WAS ZERO. That misleaded me the previous bills were mistaken, and now the company made correction. Today I got a Disconnection notice from Green mountain, because of outstanding balance of $284.11. I entered the web site, and now it shows my bill is past due of $284.11, and another bill is waiting, this one "only" $132.57. These amounts were not there five, or six days ago, and I think there is a technical way to prove this. Long story short, I think that company is not honest with its customers, and also their web site does not function properly. Part of my decision to do business with Green Mountain was the presence of the BBB logo on their web site. Now I'm sorry to have to click on this logo, and ask for help. Thank you!

Desired Settlement: I'd like this case to be checked and eventually to be refunded for the much higher electricity bills I paid. I estimate it at least $500. 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
*** ********* is requesting a refund due to overbilling for his electric service account at **** ******* ****** ***** ****.  *** ********* states his balance was reported as $0 when he checked it online and that his invoiced amounts increased although his monthly usage remained consistent. 
 
History
Account records reflect that *** *********’s account was active on Green Mountain Energy’s Apartment Community Program effective November 28, 2013.  Green Mountain Energy’s Apartment Community Program  is a month to month (variable) rate plan which has no minimum term.
 
Subsequent invoices sent on December 16, 2013 and January 15, 2014 reflect Apartment Community Program pricing.
 
On February 3, 2014, *** ********* contacted GMEC via chat to inquire about the price he was paying per kWh and was advised his account was active on a variable price plan.  At that time, *** ********* was advised that different price plans were available which could be discussed with GMEC’s customer service center or accessed through Green Mountain Energy’s online account management system – My Account. 
 
On February 13, 2014, an invoice for $243.98 was sent for the billing period of January 14, 2014 through February 11, 2014 with a previous balance of $653.84, payments totaling $693.97 and current charges of $284.11.  This invoice reflects also Apartment Community Program pricing.
 
Account records reflect that *** *********’s account # ******** migrated to Green Mountain Energy Company’s new billing platform on February 24, 2014, establishing account #10151677-1.
 
On March 10, 2014, a disconnection notice for $243.98 was sent to *** ********* due by March 20, 2014.
 
On March 18, 2014, an invoice for $412.33 was sent for the billing period of February 12, 2014 through March 13, 2014 with a previous amount due of $243.98, an adjustment of $32.20 and current electricity charges of $136.15.  This invoice also reflects Apartment Community Program pricing.
 
On March 20, 2014, *** ********* contacted GMEC regarding his invoice and was provided with an explanation regarding the status of his account.  At that time, *** ********* requested payment arrangements and an extension was granted for the balance due through April 23, 2014.
 
On March 22, 2014, a payment of $243.98 posted to *** *********’s account.
 
Resolution
As stated on *** *********’s electricity facts label (EFL), Green Mountain Energy Company Apartment Community Program is a variable price product.  Except for price changes allowed by law or regulatory action, this price is the price that will be applied during his first billing cycle; this price may change in subsequent months at the sole discretion of GMEC.  Please note that variable rates are subject to change without advance notice.   Also, *** *********’s product details were noted and explained in the following bill message on each of his bills:  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 as like in other retail providers 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.  
 
*** *********’s local transmission and distribution service provider (TDSP) is Oncor Electric Delivery Company (Oncor).  Oncor is *** *********’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *********’s accurate meter reads to Green Mountain Energy Company (GMEC) for billing.  Oncor and GMEC are two completely separate entities and *** ********* would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed *** ********* based on meter reads provided by Oncor. 
 
As a result of the billing system transition for a short period immediately after conversion, GMEC’s online account management system known as My Account reflected a zero balance for the customer’s account although there was a balance due on the account.  Although it was anticipated that some issues might occur during the process of the system conversion, GMEC has taken precautions to help minimize and adverse customer impacts.  
 
We regret that *** *********’s recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and miscommunication *** ********* may have experienced regarding his invoicing; however, GMEC believes *** ********* was properly notified of his plan pricing at time of the enrollment through his terms of service and as well as on his monthly bill.  At this time, adjustments are not warranted. 
 
*** ********* can contact GMEC for information on any available rate plans that may be available, including fixed contracted rate plans that may offer more stability.  We appreciate *** *********’s 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
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Signed up for the plan Pollution Free Smart 6 on 3/12/14 on their website for 5.7 per kWh and got an email the same day with a confirmation for the plan and with my new account #. I get a phone call today saying that my account hasn't fully been set up and that they will no longer be able to let me keep that price because the offer ended at the end of last week. I asked ******* ***** to let me talk to a ********** about the issue because I have an email from the company confirming my price. No one would get on the phone with me and he said he couldn't do anything about it. False advertisement and not keeping their word.

Desired Settlement: For them to give me the price that I signed up for.

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 requesting her electric service account at **** ****** ****** be enrolled on GMEC's Pollution Free 6 plan with an energy charge of 5.7 c/kWh.
 
History
On March 13, 2014, *** **** processed a request to enroll her electric service at **** ****** ****** effective March 12, 2014 through GreenMountain.com.  At the time of *** **** enrollment, she agreed to enroll on the Pollution Free Smart 6 plan.  This plan had an energy charge of 5.7 c/kWh.  
 
As a result of Green Mountain Energy’s transition to a new billing platform, *** ****' enrollment was cancelled in error.
 
On March 19, 2014, *** **** contacted GMEC and agreed to enroll the electric service at **** ****** ****** effective March 12, 2014 under a temporary price plan.  At that time, a request was processed to place *** ****’ account on the Pollution Free Smart 6 plan with an energy charge of 5.7 c/kWh.
 
On March 24, 2014, a GMEC representative attempted to contact *** **** regarding the Pollution Free Smart 6 plan; however, was unsuccessful.  A voice message was left requesting a call back.
 
Resolution
On March 28, 2014, a Green Mountain Energy Company representative contacted *** **** and advised her that her request to be enrolled on GMEC’s Pollution Free 6 plan was processed.
 
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,
********* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 20th 2014 I created an account with Green Mountain Energy and ordered service at my new apartment for March 10th. The first week of March I realized my move in date wasn't until March 21st so i called to change the move in date. Green Mountain said they started my electricity already back in February when i first signed up. I told them I wasn't moving in until March so I didn't want to be charged and to please fix their error. They said I had to "cancel" my account and setup a new one, which after nearly an hour on the phone and being transferred they said they did. The week of March 21st, Monday the 17th or Tuesday I called in again to confirm I would have electricity at my apartment on the 21st. Again, after nearly an hour the guy working there said they were still waiting for the "cancel" to go through. Green Mountain was transferring my apartment's electric provider back to the other company that had it before Green Mountain took it over in February. I was extremely concerned I wouldn't have electricity and the guy assured me I would. He said once the "cancel" went through they'd set my move in date again for the 21st. On the 21st I moved in and had electricity so I assumed what the guy told me was accurate. Yesterday, the 25th, I came home to no electricity. All the new groceries I had purchased for my new home had spoiled. I called Green Mountain and was treated very poorly. I was transferred 4 times, nearly 5. The entire phone call lasted over 2 hours. It was the worst customer experience I've ever had. At the end they were blaming me for not calling in enough to confirm my electricity would start even though I have emails and phone records were I called them numerous times. I was being spoken to rudely and felt interrogated. The customer service reps claimed they were taking detailed notes but I was transferred over and over again having to repeat the horrible ordeal. No one took any responsibility in helping solve my problem or get my electricity on. I had to spend the night in a dark apartment with no food and I lost over $100 in spoiled food. I asked for anything in writing that would confirm my electricity would be turned on and they refused.

Desired Settlement: I want a credit on my electric bill for $100 to cover the complete waste of food. I know Green Mountain doesn't care about their customers or me. I have no faith in them or in their desire to make this egregious mistake right.

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 requesting a $100.00 claims reimbursement for her electric service account at **** ******** **** ***** due to no power.
 
History
GMEC’s records reflect *** ******’s enrollment completed on February 26, 2014.  Correspondence confirming *** ******’s enrollment was sent on February 28, 2014.
 
On March 10, 2014, *** ****** contacted GMEC and requested to change her switch date to March 21, 2014; however, was advised that her switch request had been processed and her electric service became active with GMEC effective 2/26/14.  At that time, a request was processed to review *** ******’s account.
 
Later on March 11, 2014, a request was submitted through the retail market requesting that *** ******’s previous REP regain the electric service at **** ******** **** *****.
 
On March 17, 2014, *** ****** contacted GMEC regarding her account status and was advised that a request had been submitted to have the previous REP at her address regain the electric service.  *** ****** inquired about her new requested service start date of March 21, 2014 and while attempting to explain that *** ****** would need to process a new enrollment request after the investigation was completed, the call dropped.
 
On March 21, 2014, GMEC received notification that the electric service at **** ******** **** ***** was regained by the previous REP effective February 26, 2014.
 
Account records reflect that *** ******’s account #42411143 migrated to Green Mountain Energy Company’s new billing platform on March 24, 2014, establishing account #**********.
 
On March 25, 2014, *** ****** contacted GMEC advising that she was without electric service at her premise.  A review of her account confirmed that the electric service was placed back in her apartment complex’s name and that the apartment complex requested that the electric service be disconnected effective March 25, 2014.  *** ****** was advised that an enrollment would need to be completed to have her electric service restored and she agreed to enroll her premise effective March 26, 2014, establishing account #***********
 
***** ******** ******** ******* (*****) confirmed that *** ******’s enrollment completed on March 26, 2014.
 
Resolution
We regret that *** ******’s recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and miscommunication *** ****** may have experienced regarding her service start date.  *** ******’s request for a claims reimbursement has been submitted to our Claims Department for review.  Once complete, *** ****** will be contacted.    
 
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: there is no real resolution. Just like my original complain stated I was transferred back and forth and no one from Green Mountain Energy took ownership of my problem they are doing it again. Passing me off to the "claims department" isn't a resolution.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric should have been disconnected 2/27/14 but I am still receiving bills. Have called several time, always with a hold time of 30 minutes or more. When I finally get someone, I am told they can't help me and I get transferred and again wait another half an hour. Have not been able to get resolution and a final bill or an explanation of why I continue to get charged or guarantee it will stop. Do not want to end up in collections in their error.

Desired Settlement: Billing Adjustment

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 timeframe for the electric service at *** **** ****** to be discontinued in her name.
 
History
On March 4, 2014, a final invoice for $595.69 was sent for the final billing period of February 10, 2014 through February 27, 2014 with a balance forward of $558.89, an adjustment credit of $40.00 and current electricity charges of $76.80.
 
On March 16, 2014, a payment of $303.15 posted to *** ******’s account.
 
Resolution
GMEC regrets any inconvenience or miscommunication these proceedings may have caused *** ******.  A request to cancel the electric service in *** ******’s name at *** **** ****** was processed effective February 27, 2014.  At this time, *** ****** has a balance of $292.54.
 
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. 
 
******* ******** ******** *******
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company uses social security numbers for account numbers thereby creating a practice of security breach systems, misuse of personal information. I have been a victim of identity theft and discovered that green mountain energy inquired on my credit june 2013' and then listed a collection account on my credit report dec 2013. My personal info was compromised and still is to this date.i have filed police reports, credit reports, federal trade commission fraud statements to protect myself as a consumer and to obtain all documents that initiated opening of the account as per my consumer rights FCRA section 609e. Green mountain has been advised formally, and responded with a letter advising me to contact their collection fraud dept at800-380-9410 ext 6304. No one answers the line it's impossible to leave a message.

Desired Settlement: The district attorney needs to be informed of the unlawful business practices and misuse of social security numbers and lack of cooperation to determine what happens to the victims additional documents that are requested to conduct an investigation.They need to cease and desist from compromising consumers identity thereby creating victims of personal identity theft. They need to establish and provide access to a qualified representative via mail, email, fax and phone to resolve fraud situations immediately.they need to cease and desist from their marketing process of signing up victims at grocery stores and malls for their products. They need to cease and desist fraudulently inquiring on credit reports especially if the I'd does not match the consumer. This company needs a mediator to rectify their unlawful business practices with the district attorney. Appropriate restitution to this matter should be a consideration to benefit the victim.

Business Response: Dear Better Business Bureau,
 
Green Mountain Energy Company (“GMEC”) has several measures in place to help protect customers from identity theft, and the company takes reports of identity theft seriously.  Residential customers requesting new energy service must provide identity validating information.   In compliance with the federal Fair and Accurate Credit Transactions Act, as amended (“FACTA”) residential customers are required to provide validating information (name and Social Security number) prior to receiving new energy service from GMEC.
 
GMEC apologizes for any miscommunication or confusion *** ***** may have experienced.  Please note, GMEC does not use social security numbers as account numbers.  As allowed by laws and regulations, GMEC requests social security number to verify identity for electricity service as in most electricity companies.   GMEC enrolled the service addresses based on the verified information provided.  If *** ***** believes this is a case of identity theft and did not sign up at any point with GMEC, *** ***** will need to contact a GMEC Fraud specialist directly at ************** Ext. **** (or provide a daytime contact number where we can reach *** *****) for instructions to complete and submit proper documentation (i.e. ID Theft affidavit and full police report) to GMEC, to have the collections reporting removed.  *** ***** will be given instructions on how to have the GMEC electricity charges removed as a result of the identity theft and where to return the completed affidavit.  Attached is a copy of the affidavit for your reference. Once a police report and affidavit is completed, the account and case will then be removed from credit reporting.  If you have any other questions, please feel free to contact me.
 
Sincerely,
**** *** *** ********** *******
Green Mountain Energy Company 
 

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

I am rejecting this response because:

GMEC is out of compliance with FCRA 609 (e) and they have not responded to my formal requests to provide documents as required by law. See attached letter for statement of facts and history of this identity theft matter.

I will consider their regrets for the inconvenience in the form of compensation.

Regards,

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

Business Response: Dear Better Business Bureau,

It is unclear what documenation Ms. Young is requesting.  As previously stated in our response, we are requesting Ms. Young to contact us directly.   We will provide any requested documenation at that time. 
**** *** *** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because:unfortunately the number provided does not work.please refer to my detailed statement of facts that was submitted here on 3/4 with this complaint on the previous communication.This is a case of victim of identity theft. I have submitted the required notarized affadavit required by Gmec to the fraud collections dept in ********* and need a response under the FCRA  section 609 e.

Regards,

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with M** ****** *** ***** can contact the specialist directly at (512) 691-6304.  If she is not available, *** ***** may leave a message with a number we can contect her at and we will call her back as soon as possible to assist her in resolving her issues.

**** *** *** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because:

1. I have provided all the necessary documentation to GMEC and therefore am in agreement with their request to adhere to their policy.
2. GMEC has not provided the necessary documentation in accordance with the FCRA 609e, ******* ***** ********** and the ******** ***** ********* *******
3. This matter, with the mediation of BBB, *** ****, to promote ethical business sstandards, at the request of this consumer, shall seek resolution with email communication only. All of my personal valid notarized information and methods to reachme have been provided twice, via trackable mail.
4. The phone number provided to pass this matter on to another person, is for an unidentified department and unidentified staff title. (The *** requires companies to provide email, 800 phone number and physical address, which GMEC is not in agreement with.)
(***** ********
5. I have incurred unexpected costs associated with this matter and will provide an accounting of the costs to seek reimbursement of such. Also as a result of this negative bad debt, my FICO score dropped 50 points. What is the cost of that? My interest rates on credit cards increased 7%. Please provide a physical address for your corporate accounts payable and identify the staff member by name & I.D.
6. Please scan and attach the necessary documentation that initiated the utility debt on Jun/2013 and that was sent to Collections (CSI)on Oct/2013.
Regards, ******** *****


BBB's Final Determination: Complaint was settled through BBB mediation

4/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 1/11/14 at ********* in Red Oak, TX, representatives of Green Mountain Energy was set up seeking new consumers. The agent introduced me to their company and the great service they provided by delivering pollution free energy. The product was somewhat higher in cost than *******; service at the time. I was concerned about the higher cost but was assured it was much higher because my rate of 6.3 kwh did not include the ***** charges. The rates offered by Green Mountain of 9.9 kwh included ***** charges. I was told that their company would pay the cost of early cancelation fees with gift cards to off set the cost, free weatherization of my home, and free air condition service/maintenance for one year. I contacted ******* ******* at **************, they stated that they no longer provided service for Green Mountain in my area and that I should contact the energy provider for the company that was now servicing the area. On 3/15/14 I called customer care at ***********. after a long wait I explained to the customer service rep the reason for my call and inquired about receiving the products/services I had been promised. I was politely informed that the agent had not written any other the above services in the contract therefor they cannot be honored. As consumers we are frequently being the victim to companies who provide services for which it is not easy to understand all the cost and charges that apply (such as ***** charges and rates) or how to avoid them if possible.

Desired Settlement: I would like for Green Mountain to refund my early cancelation fee of $150.00 by cash, check, or deduction from bill. I want my home weatherized at no cost by a company that is providing services for the energy company or I would like a better rate plan than previously offered.

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
*** ******** is requesting to receive promotional incentives promised to her during her enrollment for the electric service address of **** ***** ******* ****** ****.
 
History
On January 11, 2014, *** ******** agreed to enroll her electric service account at **** ***** ******* ****** **** on GMEC’s Pollution Free plan.  During the enrollment, *** ******** was offered a free weatherization inspection and a year of free air conditioning/heating unit service and maintenance through Comfort Experts.  In addition, *** ******** was offered a ***** ***** gift card of $200.00 and was advised that she could expect to receive the gift card within 6 weeks.
 
On February 6, 2014, an invoice for $167.46 was sent for the billing period of January 27, 2014 to February 4, 2014.  This invoice reflects Pollution Free pricing. 
 
On March 10, 2014, an invoice for $453.78 was sent for the billing period of February 5, 2014 to March 6, 2014.  This invoice reflects Pollution Free pricing
 
On March 15, 2014, *** ******** contacted GMEC regarding the status of her promotional incentives.  The GMEC representative incorrectly informed *** ******** those details were not noted on her account; therefore, would not be honored.
 
On March 24, 2014, GMEC attempted to contact *** ******** to provide expected timeframe to receive the ***** ***** gift card of $200.00 and confirm that the free air conditioning and heating unit service and maintenance coverage for one year and free weatherization inspection of her home were still valid; however, the attempt was unsuccessful and a message was left.
 
On March 27, 2014, GMEC contacted ******* ******* and confirmed *** ********’s offers were still effective.  ******* ******* explained that their representative provided *** ******** incorrect information stating *** ********’s service address was not in their coverage area; however, *** ******** is encouraged to contact ******* ******* at her earliest convenience to schedule her request.
 
Later on March 27, 2014, *** ******** was sent a $200 ***** ***** gift card to her email address **************************.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion we may have caused *** ******** regarding her enrollment incentives.  Green Mountain Energy Company emailed **** ******** the $200 ***** ***** gift card on March 27, 2014.  GMEC also contacted ******* ******* and verified *** ********’s account does have the free air conditioning and heating unit service and maintenance coverage for one year and is eligible for a free weatherization inspection of her home.
 
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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I agreed to renew a contract with Green Mountain Energy a few weeks ago because my contract was to expire on March 19, 2014. At that time, I spoke with a woman who signed me up for a one year contract at a rate of 11.3/11.9 cents per kWh. However, the contract would not take effect until March 19th. I subsequently talked to a gentleman who is a friend and energy broker. I asked him what a good rate would be for a residential customer and told him that my new rate would be between 11.3 and 11.9 cents per kWh. He informed me that this was too high for residential customers and that a "good rate" would be around 10 cents per kWh. This is when the trouble began. After my conversation with the energy broker, I contacted Green Mountain to see if I could get a better rate. This occurred around on Tuesday, March 18th at 8:00 am (according to my phone log). After waiting 10 minutes to speak with someone, I spoke with a woman and told her that I wanted to look into getting a better rate. She told me that the only way I could get a lower rate was to go with a six month contract rather than a year contract. I agreed. She put me on hold for minutes and then told me that she cancelled my 1 year contract. She then struggled to read me something as she had to sound out the words. She then put me on hold to sign me up for the 6 month contract. When she came back on the line she told me that the system was slow and that she would have to call me back later. I told her I needed her to call me back because I did not want to be stuck with a month-to-month contract as my contract had been cancelled. She understood and promised she would call me back. I called Green Mountain that same night (March 18th) around 7:00 pm because I had not heard back from the woman as promised. This time, however, I was unable to speak to anyone because I was on hold for over 45 minutes. I gave up. I called first thing the next morning, March 19th, a little before 8:00 am, and again waited to speak to someone. A man name ***** answered. I explained to him my frustrations and told him that at this point I just wanted a contract in place so I wouldn't be charged month-to-month rates. He looked up all of my information and confirmed that I no longer had a contract in place and said that the lady from the day before had messed up on something. He then tried to look up what the rates would be under another contract. After being put on hold, he came back on the phone and told me that the system was running slow and that he would have to call me back. This was almost identical to what happened the day before. I said I was not going through this again. He promised that unlike the lady from the day before, he would call me back later that same day. ***** never called. I emailed Green Mountain through their website later that same day (March 19th) around 5:00 pm because ***** never called me back. Among other things, I explained my frustration over the situation and requested that someone contact me to get this issue resolved. NOBODY has contacted me. I simply do not have time to deal with this mess. I'm a young attorney and work long hours. I don't want to spend my free time dealing with an electric company. The only reason I have not gone with another provider is because that process will be as much or more of hassle as this one proves to be. However, if I cannot get this issue resolved I will drop Green Mountain.

Desired Settlement: I want to speak with someone at Green Mountain who is in an authoritative position. I also want a lower contract rate as the prices now appear to have gone up even further. In the event I cannot get this issue resolved, I want to cancel services with Green Mountain and want to be reimbursed for any month-to-month charges I have incurred.

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 requesting that her account be placed on a 6 month term product as previously discussed with a GMEC representative for her electric service account at **** ******** ******.
 
History
On February 2, 2014, a contract expiration notice advising *** ******’ current price plan was expiring and to contact GMEC for available options.
 
On March 5, 2014, *** ****** contacted GMEC regarding available price plans and agreed to change her price plan to the Pollution Free Loyalty Reliable Rate plan with an average price of 11.3¢ per kWh based on monthly usage of 2,000 kWh.  This plan is for 12 months and has a $200.00 early cancellation fee.  Correspondence confirming *** ******’ plan change was sent on March 10, 2014.
 
On March 18, 2014, *** ****** contacted GMEC to inquire if there were lower price plans available and was advised that at this time, a 6 month term product, the Pollution Free e-Plus Smart 6 plan, was being offered with an average price of 10.9¢ per kWh based on monthly usage of 2,000 kWh; however, she had enrolled on the lowest 12 month term product available.  *** ****** agreed to change her price plan to the Pollution Free e-Plus Smart 6 plan.  At that time, the GMEC representative processed a request to cancel *** ******’ pending plan change to the Pollution Free Loyalty Reliable Rate plan.  While attempting to process *** ******’ request to enroll on the Pollution Free e-Plus Smart 6 plan, the GMEC representative encountered a system issue and was unable to process the request.  *** ****** was advised that she would be contacted later that day once the system issue was resolved.
 
Green Mountain’s reflects do not reflect that an outbound call was placed to *** ****** on March 18, 2014 regarding her plan change request.
 
On March 19, 2014, *** ****** contacted GMEC regarding the status of her plan change request and was provided with her account status.  While attempting to enroll *** ******’ account on the Pollution Free e-Plus Smart 6 plan, the GMEC representative encountered a system issue and was unable to process the request.  *** ****** was advised that she would be contacted later that day.
 
Green Mountain’s reflects do not reflect that an outbound call was placed to *** ****** on March 19, 2014 regarding her plan change request.
 
Resolution
We regret that *** ******’ recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and miscommunication *** ****** may have experienced regarding her plan change request.  GMEC’s Pollution Free e-Plus Smart 6 plan has since expired; however, a request has been submitted to our Price Investigation department for further review.  *** ****** will receive a follow-up phone call by April 4, 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 *******.  I appreciate Green Mountain's response.  I will consider the matter resolved only upon hearing from Green Mountain by April 4, 2014 with a contract price I would have received at the time this issue first arose as prices have jumped quite a bit.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved out of our former address on February 25, 2014. We called green mountain energy to discontinue service February 28, 2014 and they told me I will have to pay foe service until march 4th. I asked them why if I am not living there and silvia said they can not get anyone out to the location until march 4th. That is not my problem, I will not being paying 4 extra days of service if I am not living at that residence. Also I was billed for 339. For 25 days of service and I did not have a heater or ac, why?

Desired Settlement: Do not bill me for days I was not living at that resistance. And explain why my bill was so high

Business Response: Dear Better Business Bureau,

*** ***** received the following final bills for service at **** ******** **** **** ********* ** *****:

2/18/2014 Invoice – Charges at the above referenced address for electricity service from 1/23/2014 to 2/16/2014 for 2,426 kWh.  Also, his bill included a $79.00 special read charge which was billed by ***** *** ****** ***** (“****”) local transmission and distribution provider.  This fee was billed by **** to have electricity service initiated at the address and *** ***** would have incurred the service turn charge by **** regardless of the electricity provider he would have chosen to have service turned on.  As a result, *** ***** received bill for his electricity service from 1/23/2014 to 2/16/2014 for $330.29.  Attached is his 2/18/2014 bill as a reference.

3/6/2014 Invoice - Charges for electricity service at the above referenced address for electricity service from 2/17/2014 to 3/3/2014 for 250 kWh.  His bill included a forwarding balance of $330.92 and current charges for electricity service from 2/17/2014 to 3/3/2014 for $32.70 for a total bill of $363.62.

GMEC regrets any inconvenience or miscommunication these proceedings may have caused *** *****.  However, ultimately, it is *** *****’ responsibility to schedule a turn off and make sure his electricity service has been cancelled in a timely manner once he has moved out. Green Mountain Energy Company’s is not in position to determine when *** *****’ has moved out of the service address unless notified.  This is required regardless of who his electricity service provider is.  Also, GMEC sympathizes with *** *****’ position regarding possibly high meter reads which resulted in high electricity bills at his service address.  However, GMEC cannot be responsible for any energy inefficiencies *** *****’ may be experiencing at his residence at that time.  *** *****’ high bills were a result of high electricity consumption in recent months and not due to any rate increases by GMEC.     Also, the electric meter at *** *****’ residence maintained an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read incorrectly too high or too low in any given month, the meter reads would have adjusted with the next field obtained reading.

In conclusion, the customer can contact **** for more information in regards to his meter or meter reads.  If any corrections were necessary, **** would have sent an adjusted meter read to GMEC, and in turn we would have adjusted *** *****’ GMEC account charges accordingly.  However, GMEC did not receive any necessary corrections from **** and must assume the balance and meter reads were correct.

As a courtesy, I will waive all current charges on his 3/6/14 invoice for $32.70 for electricity service from 2/17/2014 to 3/3/2014.  *** ***** will still be responsible for the remaining charges of $330.92 for his electricity charges on for service from 1/23/2014 to 2/16/2014.  The charges of $330.92 for the service period 2/17/2014 to 3/3/2014 have been reviewed and considered valid based on the meters reads submitted by **** to GMEC for billing at the above referenced address.

If you have any other questions, please let me know.

Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Enrolled in paperless billing and automatic payment of my electric bill when I switched service in October 2013.On January 24th 2014 I awoke to my electricity shut off. According to Green Mountain Energy, I was shut off for failure to pay. I argued that I had enrolled in paperless billing and automatic payment of my bill when I signed up, but they had no record of it.On 1/26/2014 I again enrolled in paperless billing and automatic payment of my electric bill. On 2/6/2014, I received "Your Tree Free Bill", due date 2/24/2014, stating "Your payment will be deducted on the due date". Everything looks like it was finally set up.Due date came and passed. No charge was made. Green Mountain then charged a $20.00 for each disconnection and termination notice we send to you" charge, as specified in their terms of service.I logged in when I received a bill in the mail. My account was set NOT to receive paperless billing, NOT enrolled in autopay (AGAIN!). I contacted them via online customer service, received no response.Called customer service telephone number tonight, first two attempts I WAS REDIRECTED WITHOUT ACTION ON MY PART TO A SALES PITCH FOR AN AUTO CLUB SPONSORED BY ********. ******** rep stated he could NOT connect me to Green Mountain Energy customer service.Called customer service immediately again, and WAS REDIRECTED WITHOUT ACTION ON MY PART TO A "FREE TWO DAY BAHAMAS CRUISE". Again the 3rd party sales rep could not connect me to Green Mountain.Just now, sat on hold waiting for customer service for 40 minutes. When I demanded a retraction of the $20 charge, I was put on hold, then disconnected after two minutes.I am steamed! Luckily, I'm not locked into a contract; I'm month-to-month, so I can switch.

Desired Settlement: Since I made a one-time payment on 3/16/2014 INCLUDING the spurious $20 charge, I would like the $20 charge credited back to the credit card with which I made the payment.

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 requesting a refund of a disconnect notice fee of $20.00 assessed to his electric service account at **** ****** **** *****.
 
History
On December 5, 2013, an invoice for $100.42 was sent for the billing period of November 1, 2013 through December 3, 2013 with a previous balance of $19.03 and current charges of $81.39.  This invoice does not reflect that the account is active on auto pay.
 
On January 3, 2014, a disconnection notice of $100.42 was sent with a due date of January 13, 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.
 
On January 7, 2014, an invoice for $234.27 was sent for the billing period of December 4, 2013 through January 5, 2014 with a previous balance of $100.42 and current charges of $133.85.  This invoice includes a disconnect notice processing fee of $20.00 and does not reflect that the account is active on auto pay.
 
Full payment of the January 3, 2014 disconnection notice amount did not post to *** ******’s account by January 13, 2014; therefore, on January 15, 2014, a disconnect request was sent to ***** ******** ******** ******* (*****).
 
On January 15, 2014, *** ****** contacted GMEC regarding the disconnection of his electric service and was provided with his account status.  *** ****** processed a payment of $100.42.  At that time, a reconnection request was sent to ***** and *** ****** was provided with the timeframe for reconnection. 
 
***** confirmed that the electric service at was restored on January 15, 2014.
 
On January 26, 2014, a payment of $173.85 posted to *** ******’s account.
 
On February 4, 2014, an invoice for $89.91 was sent for the billing period of January 6, 2014 through February 2, 2014 with a previous balance of $234.27, payments totaling $274.27 and current charges of $129.91.  This invoice includes a disconnect order processing fee of $25.00 and a reconnect order processing fee of $15.00 and reflects “Do Not Pay This Invoice.”
 
Account records reflect that *** ******’s account # ******** migrated to Green Mountain Energy Company’s new billing platform on February 24, 2014, establishing account #**********.
 
On March 3, 2014, a disconnect notice of $89.91 was sent with a due date of March 13, 2014.  This notice also includes 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 any time 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 March 7, 2014, an invoice for $200.82 was sent for the billing period of February 3, 2014 through March 4, 2014 with a previous amount due of $89.91, an adjustment of $20.00 and current electricity charges of $90.91.  This invoice includes a disconnect notice fee of $20.00 and does not reflect that the account is active on auto pay.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** ******.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  At this time, *** ******’s account is not active on GMEC’s auto pay program.  An auto pay sign-up form has been sent to the mailing address on file.  Additionally, a credit of $50.00 has been applied to *** ******’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.

To summarize the telephone conversation between a Green Mountain Energy dispute resolution assistant and myself, my enrollment in AutoPay, my choice of Paperless Billing, and my default payment method for AutoPay were all "lost" in Green Mountain's computer systems migration of old customer data to a new Billing System.

It is my understanding that Green Mountain has undertaken steps to identify other customers who have been similarly affected, and to make whole other customers whose service was threatened to be disconnected or disconnected in actuality.

I appreciate the fact that Green Mountain has expressed "regret" for any inconvenience caused.  I also am expecting two, $25 customer accommodation credits as verbally promised on the phone.

I am also left in doubt of Green Mountain's ability to conduct business effectively in the state of Texas.  Since Green Mountain does nothing to actually transmit the electricity, their primary responsibilities are excellent customer service and flawless operation of computer systems for billing.

Obviously, their ability to meet the responsibility of prudently and fairly operating their computer billing systems has been called into question by my experience.

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

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company sent me an email stating that I owed 230.00. I was quite surprised because I have never had a bill that high in the 8 years I have owned my home. They are asking me to pay 230.00 but they are unable to provide me with a bill. I'm not going to pay unless I can see a breakdown of the charges. I logged on to their webite which is www.greenmountain.com and when I tried to view my bill, it said their system was unable to access my invoice. I then tried to call them and was on hold for 45 minutes and then the line just disconnected. I tried calling twice on Saturday 3/15 with no luck. I tried calling on Sunday and found out they were closed. This is my first month with this company and it has been horrible.

Desired Settlement: Since this is my first month, I would like to be released from contract so I can find a more reliable energy provider. The automated system blamed inclement weather and a system upgrade, I know there has been bad weather but was not aware of horrible weather any where in the country around 3/15. It appears that their technical staff is not very good and I do not trust how this company calculates electric bills. I want to be released from my contract. 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
*** *********** is requesting to cancel her contract without penalty so that she can switch her electric service at **** ******** ***** to another retail electric provider (REP).
 
History
*** ***********’s electric service at **** ******** ***** became effective with Green Mountain Energy Company effective January 6, 2014.  *** *********** agreed to enroll on Green Mountain Energy’s Pollution Free Smart 6 plan.  This plan has a 6 month term and an early cancellation fee of $150.00.
 
On February 10, 2014, an invoice for $15.95 was sent for the billing period of January 6, 2014 through January 10, 2014.  This invoice also advised *** ***********’s contract expiration date is July 6, 2014.
 
On March 12, 2014, an invoice for $230.63 was sent for the billing period of February 10, 2014 through March 10, 2014 with a previous balance of $15.95, payments of $15.95 and current charges of $230.63.  This invoice also advised *** ***********’s contract expiration date is July 6, 2014.
 
Account records reflect that *** ***********’s account #******** migrated to Green Mountain Energy Company’s new billing platform on March 14, 2014, establishing account #**********.
 
On March 18, 2014, *** *********** contacted GMEC regarding her account balance and was advised that GMEC was transitioning to a new billing platform; as a result, she had not been invoiced yet under the new system.
 
On March 25, 2014, *** *********** contacted GMEC regarding her account balance and was provided with an explanation of her account status.  *** *********** processed a payment of $150.00 and requested an extension for the remaining balance.  At that time, an extension was granted for the remaining balance of $80.63 through April 15, 2014.
 
Resolution
As a result of the billing system transition for a short period immediately after conversion, GMEC’s online account management system known as My Account reflected a zero balance for the customer’s account although there was a balance due on the account.  Although it was anticipated that some issues might occur during the process of the system conversion, GMEC has taken precautions to help minimize and adverse customer impacts.  
 
We regret that *** ***********’s recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and inconvenience *** *********** may have experienced regarding her invoicing; however, GMEC believes *** *********** was properly notified of her account balance and available methods to secure payment.  A copy of *** ***********’s March 12, 2014 invoice has been sent for her review.  Additionally, GMEC’s Customer Service Department is available at ************ Monday through Friday from 7:00 a.m. though 10:00 p.m. and Saturday 9:00 a.m. through 5:00 p.m.  At this time, GMEC is not able to waive *** ***********’s early cancellation fee. 
 
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,
******** ***********

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My address that I have service with them is at **** ********** ** ****** ** *****. I moved to a new house in Allen last weekend and I am under a locked rate contract with Green Mountain Energy so if I cancel my service with them I have to pay a cancelation fee. I called Green Mountain on Thursday March 6, 2014 to transfer service. That call lasted just over 2 hours, I was transfered around to 3 or 4 different people before I was finally told they cannot transfer my service due to a past due balance. That if I paid that past due balance they could send someone out the next day to transfer my service to the new address. I called in Friday March 7, 2014 to pay the bill, then they transfered me to 5 different people before I was finally told that they changed systems that there is a process to put old accounts into the new system and that I would have to wait 4 to 8 days and call back in to transfer service. That leaves me in a new home with my girlfriend and a 10 year old in a house with no electricity, no hot water, or a fridge to keep food and no stove or oven to cook because of there poor service. I am a loss for words at there in ability to provide service to me that I am under a signed, legal binding contract with. They have done absolutely nothing to rectify this matter so for the first time in my life I am filing a complaint with the BBB. Please help me and my family. Thank you in advance.

Desired Settlement: I want them to turn my electricity on at my new location asap. Not next Monday. An apology and credit to my account for the terrible inconveniance that this has caused my family.

Business Response: Green Mountain Energy Company regrets any inconvenience or confusion our billing platform migration may have caused *** ***.  Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.
 
We would like to complete *** ***’s enrollment request for his new service address as soon as possible.  Multiple attempts to contact *** *** at that telephone numbers provided have been unsuccessful.
 
Please contact me directly at ************ to process your request.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m.  Additionally, Green Mountain representatives are available from 7:00 a.m. to 10:00 p.m. Monday through Friday and from 9:00 a.m. through 5:00 p.m. Saturday at ************.
  ***** ****
Customer Support
************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on contract with greenmountain energy for over 8 years. this month in september my contract expired without them sending me notification. I recently checked my bill and the rates for my bill had gone from 6.8 kwh to 16.71 kwh over a 3 month span. this company refused to even discuss rate reduction.

Desired Settlement: I would like to have my contract renewed at the appropriate rate of 6.8 kwh. 16.71 kwh is rididculous.

Business Response: Dear Better Business Bureau, 

  
Our records indicate *** *********** agreed to and signed up for the Green Mountain Energy Company (“GMEC”) Pollution Free Month to Month (Variable) Rate Plan which has no minimum term. 
 
As stated on *** ***********’s electricity facts label (“EFL”), Green Mountain Energy Company Pollution Free Product is a variable price product.  Except for price changes allowed by law or regulatory action, this price is the price that will be applied during his first billing cycle; this price may change in subsequent months at the sole discretion of GMEC. Please note that variable rates are subject to change without advance notice.   Also, *** ***********’s product details were noted and explained in the following bill message on each of his bills:  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 as like in other retail providers 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.   
 
We understand that some customers, including perhaps *** ***********, may desire or prefer a product that provides for automatic price changes based on market conditions or other factors. GMEC offers fixed rate and variable price products and pricing plans for our Texas residential customers. Our variable price products, like variable price products offered by many other REPs in the market, do not provide for such automatic price adjustments. There are other REPs in the competitive Texas retail electric market that do offer products and pricing plans in which the price will explicitly be adjusted (up or down) automatically based on an objective publically available market index. These products are known as “indexed products”.  Some of the REPs that offer indexed products have included warnings in their customer materials that these products may expose the customer to extreme volatility and potentially very high prices in certain circumstances.  GMEC does not currently offer any indexed products to residential customers. From time to time, older GMEC electricity rate plans expire and no longer become available and are retired.  New rate plans are created which may be higher or lower than previous rate plans based on current electricity market conditions.  This occurs with most electricity service providers.  GMEC offers a variety of rate plans that do change over time.
 
Our records show we spoke to *** *********** on 2/20/2014 and were able to place him on a fixed rate plan.  We appreciate *** ***********’s continued service.  If you have any questions or need any additional information, please do not hesitate to contact me. 
 
 
Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on behalf of my mother to set up additional electric service at a rental property--***** **** ******. There was an initial 20 min hold to speak to someone. The first agent took down all the relevant information and decided I needed to talk to another department. Anyway, I ended up being switched to multiple agents, none of which could help or knew how to turn power on to a rental property. After being on hold for a long time, and being sent to different departments, I began to ask to speak to a **********, hoping someone would be competent enough to handle the issue. I was refused and sent to 2 more agents I think. I finally got the ********** after I had been on the phone for an hour and 45 minutes. She said I had to call back tomorrow and talk to the commercial department. So we called back the following day, and got the power turned on for Friday -- without talking to the commercial department. Then on Friday, we went to the rental home, and the power was off. So we had to make another phone call, and send more faxes to get the power turned on. We had to drive by the rental property again about 10 hours later to ensure that the power was on. It was beyond frustrating to deal with so many incompetent agents

Desired Settlement: $40 for all the time wasted and hours wasted and extreme frustration of dealing with incompetent people. I turn the power on all the time at a second property since I am a landlord. It usually takes about 15 to 20 minutes total!!

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 requesting a courtesy credit of $40.00 due to the time spent in completing a new enrollment on *** *******’ behalf for the electric service at ***** **** ****** *****.
 
History
On February 24, 2014, *** ******* contacted GMEC and requested to enroll the electric service at ***** **** ****** *****.  *** ******* was subsequently connected to a supervisor and advised that because her enrollment request was for a rental/commercial property, GMEC’s Corporate Department would have to process her request.  *** ******* was provided with the GMEC’s Corporate Department telephone number and hours of operation.
 
On February 25, 2014, *** ******* contacted Reliant and requested to enroll the electric service at ***** **** ****** ***** effective February 28, 2014 and her request was processed.
 
*** *******’ enrollment completed effective February 28, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused *** *******. Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible.  As a courtesy, a $25.00 has been applied to *** *******’ 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Green Mountain energy's automated billing service twice and was told I had a zero balance. Being retired and having limited funds I then allotted that money for other necessities. Two days later upon checking with Green Mountain energy again I was told that my balance was $119.61 after having been told twice previously by their automated service that nothing was owed. This error and misrepresentation of my bill has placed me in financial distress.

Desired Settlement: Return of my $119.61.

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
*** ***** is requesting refund of a $119.61 payment made to his electric service account at *** ****** ***** ******
 
History
On February 7, 2014, an invoice for $114.33 was sent for the billing period of January 9, 2014 through February 5, 2014 due by February 26, 2014.

Account records reflect that *** *****’ account #******** migrated to Green Mountain Energy Company’s new billing platform on February 26, 2014, establishing account #********.
 
Payment did not post to *** *****’ account by the invoice due date; therefore, on March 3, 2014, the account was assessed a late fee of $5.28.
 
On March 5, 2014, *** ***** contacted Green Mountain Energy Company regarding the status of his account and was advised that he currently had an account balance of $119.61.  *** ***** was advised that due to the system conversion, the Interactive Voice Response (IVR) system was down and was not providing an accurate account balance.  *** ***** was offered an extension; however, he declined.
 
Later on March 5, 2014, a payment of $119.61 posted to *** *****’ account.
 
On March 7, 2014, Green Mountain Energy Company received notification that the electric service at *** ****** ***** ***** was being switched to another retail electric provider (REP) effective March 7, 2014.
 
On March 12, 2014, a final invoice for $91.16 was sent for the final billing period of February 6, 2014 through March 7, 2014 due by March 31, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused *** *****. Although it was anticipated that some issues might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that this transition goes smoothly and with the least amount of customer impact as possible. As a courtesy, a credit of $25.00 has been applied to *** *****’ 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,
****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: GREEN MOUNTAIN CUSTOMER NAME: ****** ****** ******
Account Number: ********


In my situation, I am a struggling single parent. I had an invoice with amount due of $58.29 on February 3. I called to get an extension because I would be paid on February 7th. They were fine with that. But then when I did--literally on the 7th, I got a huge bill of inexplicable charges--$451.00 due. This was incorrect and I knew it because I only had $232.00 left on my installment. I called and talked to *******, ******* *, and he set me up on a different deferrment plan. When he did so, he added 401.00 to the bill on the deferrment plan and this amount had absolutely NO explanation. None. These could not be current charges because my current usage charges are all of $117.00. I am baffled, and I KNOW I'm being fraudulently charged now. I can provide all recent bills to show this.

Desired Settlement: see Attached document

Business Response: Dear Better Business Bureau:

After researching this complaint we have concluded the following: The account holder for **** ********* *** ******* ** ****** Electric Service Identifier (ESI) ***********************
is ****** ******* Customer had an incorrect payment of $161.51 that was applied
to the account on 1/10/2014 and Green Mountain Energy Company (GMEC)
transferred that payment on 1/21/2014 to the correct account. This caused the
customer to believe there was a discrepancy with his balance. Below is the
timeline of the transactions and attached is also a full account summary
itemizing all of the transactions. The customer’s balance is correct and there
are no further errors. The most recent invoice is from 2/13/2014 (attached) and
it reflects the cancelled Deferred Payment Plan (DPP) due to payments, and also
the new DPP.

1/2/14 – Balance was $443.30. Customer set up a payment arrangement for the full balance of $443.30
with a total of 6 installments. Customer paid the first installment of $153.30
on 1/2/14 . Remaining balance on payment arrangement is $290.00.

1/10/14 – a payment of $161.51 posted to the account.

1/15/14 – an invoice generated showing payments made on the account equaling $389.81 ($153.30 + $161.51).

1/21/14 – Green Mountain Energy received documentation that the payment vendor posted a payment of
$161.51 to the incorrect account. The payment that posted to her account was
moved to the correct account. This added $161.51 back on to her account.

2/4/14 – payment arrangement ended since GMEC did not receive the payment of $219.80 by 2/3/14. ($58.29 (balance due on invoice) plus $161.51)

2/7/14 – agent provided the balance of $459.37.  (includes the amount that was remaining on the
cancelled payment arrangement, returned payment of $161.51, and a late fee of $7.57)

2/7/14 – customer paid $58.29 leaving a balance of $401.08.

2/10/13 – Agent explained to the customer the balance and about the payment being posted to the incorrect account.

2/13/14 – customer set up a NEW payment arrangement for the balance of $401.08 with a total of 6
installments. Customer paid the first installment of $101.08 on 2/13/14 . $300 is remaining on the new payment arrangement.

2/13/14 – invoice generated showing that the payment of $161.51 was returned. Also, the invoice included
the payment arrangement installment of $60.00 plus the charges for the meter read from 1/13/14 – 2/10/14.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I moved to Grand Prairie, Tx in January 2013, I purchased Green Mountain Energy for electricity services to my apartment. My first lease term was great. I had no issue. I moved the services in December 2013 to my new apartment, which I had to vacate prior to the end of the lease term due to a pest in the apartment, on 2/1/14. I mistakenly forgot to disconnect the electricity and called on 2/5/14 to have the services turned off. The representative asked when I moved out. I told her 2/1/14. She asked if someone was in the unit. I advised probably not because the apartment complex wanted to find the pest. Therefore, I'm sure no one was in the unit. I advised the representative that I can contact *** ******* apartments to confirm the unit was vacant. The representative refused to accept the offer to contact the apartments. So I ended the call and called back a few days later. The representative on the 2nd call, advised per some law, since I called after I moved out that I had to wait 10 days for the services to "drop off" in order for the services to get disconnected, at my expense. I immediately disputed the information given. I advised I shouldn't be responsible for services I didn't use and offered to have the apartments contact Green Mountain to confirm the unit was in fact vacate. This call escalated to a **********, who in turn advised the same information as the 2nd representative. I am filing a complaint because all information in regard to termination or discontinuing services was not made known to me at the time of service set up. Also, it was never mentioned in any documentation I received after setting up services, what steps to take to cancel/terminate the services and neither was time frame given. There wasn't any information about the consequences of not taking the necessary steps to cancel the servicers, either. Also, when I called to cancel the services, I advised I was unaware of the process and asked if anything can be done due to the inconvenience (which got nowhere because I'm now writing the BBB).

Desired Settlement: The desired outcome of this complaint is to have all fees incurred after 2/5/14 forgiven as I was not living in the unit and feel it is not right to pay for services I did not use. I also perfer all communication to continue through the BBB not directly from Green Mountain, as my telephone and written correspondence seems to fall short of a resolution.

Business Response: Dear Better Business Bureau,
*** ******* received the following final bills for service at **** * ***** ******* *** *** ****:

2/19/2014 Invoice – Charges at the above referenced address for electricity service from 1/10/2014 to 2/6/2014 for 2,322 kWh.  Her bill included a forwarding past due balance of $225.17 ($475.17 previous bill - $250.00 payment) and current charges for electricity service from 1/10/2014 to 2/6/2014 for $272.09 for a total bill of $497.26.

2/28/2014 Invoice - Charges for Electricity service at the above referenced address for electricity service from 2/7/2014 to 2/18/2014 for 125 kWh.  Her bill included a forwarding balance of $497.26 and current charges for electricity service from 2/7/2014 to 2/18/2014 for $13.73 for a total bill of $510.99.

GMEC regrets any inconvenience or miscommunication these proceedings may have caused *** *******.  However, ultimately, it is *** *******’s responsibility to schedule a turn off and make sure her electricity service has been cancelled in a timely manner once she has moved out. Green Mountain energy Company’s is not in position to determine when *** *******’s has moved out of the service address unless notified.  This is required regardless of who her electricity service provider is.

I will waive all charges on her 2/28/14 invoice for $13.73 for electricity service from 2/7/2014 to 2/18/2014.  In addition, I will waive an additional $50.00 on *** *******’s 2/19/2014 invoice, as a courtesy, for the service through 2/6/2014, (which covers more than the extra day of billed electricity charges on her 2/19/2014 bill as stated in her dispute).

*** ******* will still be responsible for the remaining charges of $447.26 ($510.99 –$ 63.73) for her electricity charges on her final bill for service from 1/10/2014 to 2/5/2014.

If you have any other questions, please let me know.
 
Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

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. It is accurate and the basis of my dispute was for any charges incurred after 2/5/14.  I am thankful for the credit to the account and look forward to paying off this account in the near future.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Green Mountain Energy provides snapshots of usage on their website that tracks and projects charges for what the estimate bill will be. Every single month it is unreliable - and in the past 2 months my estimated bill has ultimately been 2X and 3X more than the estimated cost that was provided in that snapshot less than a weeks time of last checking. Being that this is provided to customers as a way to track their usage - and our only option available - I mentioned this is drastically misleading to customers and dishonest at worst. To my complaint they only replied that there is a statement saying there are inaccuracies at the bottom of this. Although this is true - my main issue is this being my only option to track usage and my bill can jump in costs by double in less than a weeks time and provides me with no way to forecast Their only option when I called customer service and reached ******* ******* was to disable to service of bill projection . They did not offer a better option to track expenses as I go or attempt to provide any customer satisfaction. As a consumer I believe there should be some burden of accurate reporting if my expenses are based on this and I am left with no other options.

Desired Settlement: I would like a portion of my most recent bill - a total of $288 and change refunded to represent what I had been represent as my upcoming charges. In addition and in the long term - I would like to see if there is anything that can be implemented to require a more accurate portrayal of energy usage and subsequent costs in order to accurately budget.

Business Response: Dear Better Business Bureau,

As stated in the complaint, *** ****** ****** receives a weekly email from Green Mountain Energy (“GMEC”).  The Green Mountain View is a courtesy weekly email that summarizes a customer’s key energy usage and cost data on a weekly basis. The email helps customers better manage their energy usage and budget by offering projected bill amounts, insight into trends in energy usage, and a special look at the positive environmental impact of choosing Green Mountain Energy electricity®.  Green Mountain View is automatically sent early every Wednesday morning.  It is based on the customer’s previous week of usage from Sunday midnight - Saturday midnight.  In order to provide timely usage and estimated billing data, Green Mountain View depends on the availability of recent electricity usage data automatically captured by the customer’s smart meter and forwarded to Green Mountain by his transmission and distribution utility (“TDU”), ***** ******** ********.  Sometimes (although rarely) a significant portion of this data may not available by the TDU. 

Please note,   ***** ******** ******** is responsible for the actual physical reading and the sending of *** ******’s accurate meter reads from *** ******’s smart meter to GMEC for billing.  *** ****** would have the same TDU and meter readings regardless of his retail electricity provider.  The estimated energy use data is based on the meter readings data provided by ***** ******** ********.  Energy usage can fluctuate for a variety of reasons.  The projected bill is an estimated range based on the customer’s average daily consumption and their current rate – it is not an actual invoice.  Rather, it is an added benefit designed to provide the customer with more insight into his/her energy usage and help to better manage the customer’s electricity consumption and budget.  Customers wishing to view their true account balance should log-in to the “My Account” section online or contact a customer service representative to answer any questions. The Green Mountain View weekly email is a tool that simply provides a snapshot and a generalization of information for the previous week’s energy usage.  It is not a finalized bill for the month electricity consumption and should not be taken as such.   *** ****** should review his actual monthly invoices.  If the meter consumption readings are extremely off and not in line with his other invoices, taking in account seasonal changes, he can contact GMEC and we can put in a dispute with ***** ******** ******** in regards to his actual meter readings.  In conclusion, after reviewing *** ******’s invoices and actual meter reads provided by ***** ******** ********, his GMEC account charges are considered correct.  ***  ****** has any other questions; he can contact a GMEC customer service representative at ************** and we will be happy to assist him.  If you have any other questions, please let me know.


Sincerely,
 
**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Billing/Collection Issues
3/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I notified Green Mountain Energy in Houston, TX of my desire to disconnect my services on 12/31/13 since I would be relocating to another state. I left a forwarding address with the company to send my final bill. I was called by a representative of the company on 1/30/14 requesting payment in the amount of approximately $247 and was told that two bills had been mailed to my forwarding address. I then explained that I had not received a final bill at the address and I questioned the amount of the bill since it was almost 3 times my usual monthly amount. I was then told if I did not make the payment in full by 2/17/14 my account would be turned over to a collection agency. I called Green Mountain on 1/30/14 and asked to speak with a supervisor since I was in dispute of the amount of the bill and had not received a detailed statement of the charges. I was connected to ****** who explained to me that there was a charge of $187 and change that was from 11/20/13-12/22/13 and $59 and change that was for 12/23-31/13. When I asked for an explanation of why the increase in the amount of my bill since they had been running around $70 per month I was told that it was due to extensive cold in Houston during the month of November and December. I was not satisifed with this explanation and researched the temperature on *** ******* ******l to find that the coldest day of the entire month of Dececember was 37 degrees. The majority of the month was in the 60-70 degree range. I then proceeded to send an email to Green Mountain with all of the information I gathered and asked for another explanation for the increase in my bill. I received an email on 1/31/13 from *** ******** ******** who again gave me several reasons why my bill tripled such as Christmas Lights, holiday visitors, additional appliances, the cost of heating or cooling a 1400-1800 sq. ft. home and the fact that my bill was a "month to month" contract that had increased. I responded to *** ******** stating that none of those reasons were plausible since none of those applied to my situation. My apartment was 700 sq. feet, no Christmas lights, no holiday visitors, not additional appliances and no increased usage in my utilities. I also stated in my email that I wanted my complaint sent to a higher authority since I was not aware of this "month to month" contract or the change in cost. I also let *** ******** know that I felt as though Green Mountain was padding my cost and charging me these unreasonable charges due to the fact that I was discontinuing my service.

Desired Settlement: I believe these charges to be fraudulent and think that I should be charged a reasonable amount that falls in line with the average that I had paid every month. None of the reasons I was given justify the amount that I was charged and I will be incurring additional expenses by obtaining legal counsel should this be reported to a collection agency and affect my credit report.

Business Response: Dear Better Business Bureau:
 
 
*** *******’s local transmission and distribution service provider (“TDSP”) is *********** ******.  *********** ****** is *** *******’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *******’s accurate meter reads to Green Mountain Energy Company (“GMEC”) for billing.  *********** ****** and GMEC are two completely separate entities and *** ******* would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed *** ******* based on meter reads provided by *********** ******.  *** *******’s final two bills were for service from 11/20/2013 to 12/30/2013. Attached are *** *******’s 12/27/13 and 1/2/2014 invoices as a reference.
 
GMEC regrets any miscommunication or confusion these proceedings may have caused *** *******.  GMEC sympathizes with *** *******’s position regarding possibly high meter reads which resulted in high electricity bills at his service address.  However, GMEC cannot be responsible for any energy inefficiencies *** ******* may be experiencing at his residence.  *** *******’s high bills were a result of high electricity consumption in recent months and not due to any major recent rate increases by GMEC.     Also, the electric meter at *** *******’s residence maintained an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read incorrectly too high or too low in any given month, the meter reads would have adjusted with the next field obtained reading.
 
In conclusion, the customer can contact *********** ****** for more information in regards to his meter or meter reads.  If any corrections were necessary, *********** ****** would have sent an adjusted meter read to GMEC, and in turn we would have adjusted *** *******’s GMEC account charges accordingly.  However, GMEC did not receive any necessary corrections from *********** ****** and must assume the balance and meter reads were correct.  *** ******* made a payment on 2/11/2014 closing the GMEC account with a $0.00 balance with no further actions.  If you have any other questions or need any additional information, please do not hesitate to contact me.
 
 
 
Sincerely,
 
 
 
**** ***
****** ********** ******** ********** **********
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A fraudulent account was set up under my name and I was billed. I am currently living with my in-laws and they already have an energy provider, however, Green Mountain Energy aprooved a fraud application under my name to take over energy services in our home. I was also under the impression that if I did not pay a bill that was sent to me, that power would not be restored. My mother in-law contacted her current energy provider (**********) and they are currently investigating the issue. Also, ********** service has not been interrupted and my mother in-law has been making regular payments to **********. In addition, I called Green Mountain Energy again to get a refund of the "bill" that I had payed the previous day. I was sent to multiple supervisors who could not resolve the issue and refused to understand that the account that was set up under my name was indeed fraudulent. Green Mountain Energy also has poor customer service; I was told that a supervisor would call me back the same day the issue arose and recieved no phone call. I then called them back and was told that that supervisor had already left- keeping in mind it was before closing hours.

Desired Settlement: Green Mountain Energy needs to re-evaluate it's application process and verify it's validity. My personal information is now with these frauds. In addition, the customer service needs to be much better than what I recieved and hope no one else has to go through what my family and I have been through. As many complaints this business has recieved, I am surprised by it's BBB Score.

Business Response:

Dear Better Business Bureau:
 
Our records indicate on 11/30/2013, Green Mountain Energy Company (“GMEC”) received a valid sign up request from *** **** *** ***** for GMEC electricity services through a storefront enrollment.  The letter of authorization for residential electricity service was clearly signed, initialed, and dated by *** **** *** ***** for service at *** ***** **** *** ********** ** *****.  *** *** ***** also supplied his social security number and date of birth as verification for the switch to GMEC.  As a result, *** *** *****’s service with GMEC began on 12/2/2013 at the above referenced address.  Attached is a copy of the authorized enrollment (signed and dated) as a reference. *** *** ***** was served by GMEC from 12/2/2013 to 1/21/2014, after switching to another provider due to services being disconnected for nonpayment. 
 
GMEC apologizes for any miscommunication or confusion *** *** ***** may have experienced at the time of enrollment.  However, the letter authorization signed by *** **** *** ***** clearly states the form was to switch his electricity service provider to GMEC and not just to receive additional information.  Also, as stated on the authorization form at the time of enrollment, by signing, the customer agreed that they were customer or person was authorized to act on the customer’s behalf with respect to the electricity service at the address.  In conclusion, GMEC maintains that a valid enrollment was received for this account based on the sign up information provided by *** *** *****.  Therefore, *** *** ***** is responsible for his enrollment for service and as a result, the charges for the electricity service with GMEC from 12/2/2013 to 1/21/2014.  The account is closed with a remaining outstanding balance of $332.73 for the electricity service rendered at the enrolled service address.  If *** *** ***** believes he was fraudulently enrolled for service with GMEC, he will need to complete an identity theft affidavit and submit a copy of a filed police report to GMEC to have the charges removed. He can contact a customer service representative at ************** for further directions.   If you have any questions or need any additional information, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
**** ***
****** ********** *******, ********** **********
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom This May Concern: I have held Green Mountain as my energy source several times over the last few years, and due to the exceptional customer service has allowed to continue my loyalty to this company. Until September of 2013 I shopped around for a better rate of energy because my bill was always extremely high. So when I disconnected my services I had an outstanding bill. I called in to set a payment arrangement to make a payment of $89, to prevent my account from being placed with a third party company. I spoke with a representative on January 13, 2014 around 9:55am, I was advised that I needed to set a payment at that time, I informed the representative that I wouldn't be able to make a payment until January 15th which was my pay day. The representative advised me that she would extend my account for another 30days to prevent from going into collections, which could adversely impact my credit rating. Since I was informed that my account was protected, I made my $89 obligation online on January 15th as I agreed. But on January 24th 2014 I received a letter from ****** ******* ************* **** stating that I was placed into collections and I needed to pay before my credit is impacted. I contacted Green Mountain at 4:50pm on January 24 2014, I spoke with a representative and he advised that because the previous representative documented stating that she advised me to call back in and extend my payment on January 15th. I tried to tell the representative that I was misinformed and I wasn't told to call back, and the person I spoke to before told me that she had already extended my account. The rep stated that there wasn't anything that could be done because my account had already been moved. I told the rep that I feel that what the rep I spoke to before gave me wrong information and I shouldn't be penalized for that. I requested to speak with a **********. I spoke with a ********** by the name of *****, I felt that I was being attacked because this ********** continued to over talk me and continued to accuse me of misunderstanding. This ********** didn't take any accountability of the misinformation that was given. I advised that I felt that it was very unfair that someone in the company misinformed me and now my credit is at risk. He told me that there wasn't anything that can be done, and I have to deal with the collections company. I asked if the calls are recorded, he advised that they are. I asked if he could place in a dispute because I received incorrect information that ultimately could result in effecting my credit. He told me that although they may review the call and if the representative gave me wrong information there still wasn't anything that can be done to help resolve a bad situation that the company placed me in. Due to his unprofessionalism I asked to speak to his superior, he advised me that he could transfer me. I asked to be transferred and then he informed me that there was extended hold time. Since I was on the line for over 50 minutes I requested a call back. I have never experienced such horrible customer service from any company, and the fact that I spoke with someone in management really reflects the service given. I made to feel that I was wrong in this situation which I was only following the actions of the representative. I truly am disappointed that I have received this type of service. I will be relocating to New York in a few months and I was going to continue my services with Green Mountain since I received great service before, but I don’t agreed with management attacking customers and not taking accountability of the misinformation given. I am purchasing a home and I can’t afford a collection account on my credit report.

Desired Settlement: I would like Green Mountain retract my account from ****** ******* ************* ****

Business Response: Dear Better Buisness Bureau,

Green Mountain Energy recalled *** *****'s account from 3rd party collections on 1/28/2014 and *** ****** is currently on a deferred payment plan directly with Green Mountain Energy for her remaining balance of $178.00.  If you have any further questions, please let me know.

Sincerely,

**** *** *** ********** *******
Green Mountatin Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told by a ***** ***** over the summer that green mountain energy was able to offer me a low rate for my new house. I was told that the rate of would stay the same until next summer at that point the rate could go up or down but no more 1 cent if it was to go over that or if it went up at all I could call in and have it changed to that days rate. I asked more than once so if my bill is high but yall offer a lower rate that my bill will go down and they said yes. Well my bill went from 8. Something cents to a 14.7 and when I called in I was told that I was miss informed and that they could change it but not till following months cycle. I was told more than once that it would be changed on current bill and told the lady I have a few witnesses as well. I was also told that reliant energy was the parent company and that green mountain was very reputable because of this. Then today I was told that was not true either. And that the sales people use that to help them sell basically. So I was lied to many times by this company and was told thats all they could do. I also called after I first signed up before I got my first bill and asked about if rate changed was it true that my rate could be re changed to lower rate if offered and pay that amount and was told yes. But now they cant find the first call because i made it before they received my paperwork.

Desired Settlement: I believe that if your gonna have a third party selling your product than they should know what they can and cannot say. Alao that you shouldn't misrepresent yourself as reliant energy.

Business Response: Dear Better Business Bureau:
 
As shown on *** **********’s letter of authorization (“LOA”), our records indicate *** ********** agreed to and signed up for the Green Mountain Energy Company (“GMEC”) Pollution Free Month to Month (Variable) Rate Plan which has no minimum term. 
 
As stated on *** **********’s electricity facts label (“EFL”), Green Mountain Energy Company Pollution Free Product is a variable price product.  Except for price changes allowed by law or regulatory action, this price is the price that will be applied during his first billing cycle; this price may change in subsequent months at the sole discretion of GMEC. Please note that variable rates are subject to change without advance notice.   Also, *** **********’s product details were noted and explained in the following bill message on each of his bills:  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 as like in other retail providers 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.   
 
We understand that some customers, including perhaps *** **********, may desire or prefer a product that provides for automatic price changes based on market conditions or other factors. GMEC offers fixed rate and variable price products and pricing plans for our Texas residential customers. Our variable price products, like variable price products offered by many other REPs in the market, do not provide for such automatic price adjustments. There are other REPs in the competitive Texas retail electric market that do offer products and pricing plans in which the price will explicitly be adjusted (up or down) automatically based on an objective publically available market index. These products are known as “indexed products”.  Some of the REPs that offer indexed products have included warnings in their customer materials that these products may expose the customer to extreme volatility and potentially very high prices in certain circumstances.  GMEC does not currently offer any indexed products to residential customers. From time to time, older GMEC electricity rate plans expire and no longer become available and are retired.  New rate plans are created which may be higher or lower than previous rate plans based on current electricity market conditions.  This occurs with most electricity service providers.  GMEC offers a variety of rate plans that do change over time.
 
We regret that *** **********’s recent experience with GMEC was a negative one.  We work hard to ensure that our sales and customer service practices and meet high standards for quality, courtesy and professionalism.  In conclusion, GMEC apologizes for any confusion and miscommunication *** ********** may have experienced during his enrollment with the sales agent in regards to his enrollment in a variable pricing product.  However, GMEC believes *** ********** was properly notified of the product and variable pricing at time of the enrollment through his terms of service and as well as on his monthly bill.  If *** ********** can contact GMEC for information on any available rate plans that may be available, including fixed contacted rate plans that may offer more stability for *** **********.  We appreciate *** **********’s continued service.  If you have any questions or need any additional information, please do not hesitate to contact me. 
 
 
Sincerely,
 
 
  **** *** ****** ********** ******** ********** **********
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a green mountain customer for over a year a now. I currently have two meters with green mountain energy company. 1. My rental apartment. 2. My house. Last month, december 2013, I signed up for "Pollution Free Simple 7" a seven months contract for BOTH of my meters. However, when I have received my bill this month, only my apartment had this contract and not my house meter. I called and they said they will inquire the matter. I have received a call yesterday and the lady told me that because I did not say I have any question at the end of the call they cannot modify my bill. My question is, if I said to have the same contract for the both of the meters during the call, even once, then isn't it enough? If everything went according to my discussion with the customer service representative then why in the world I will have a question.

Desired Settlement: Adjust my bill and place the contract on both of my meters.

Business Response: After researching this complaint we have concluded the following:  Customer is highly concern about the
different rate on each of the two premises he has with Green Mountain Energy
Company (GMEC). During the 12/4/2013 call from the customer , GMEC served ******** ******* ********** (***) ***************** - **** ********** *** and ***
***************** - **** ************ **** *** **** under ******** *******
account number ********. Both premises were on a Month to Month product.
After discussions of the rates, agent changed the customer’s product at *** *****************
- **** ************ **** *** **** into the Pollution Free Simple 7 at $0.071354
starting 12/11/2013 ending on 7/11/2014. Customer agreed to the terms and
conditions read to the customer. Agent failed to offer the same product for ***
***************** - **** ********** ***. GMEC have since placed the Pollution
Free Simple 7 at $0.071354 starting 1/28/2014 with a matched product end date
of 7/11/2014 for *** ***************** - **** ********** ***. The 2/5/2014
invoice has been billed correctly except for the contract end date but will it
show 7/11/2014 on their next invoice cycle. Only the 1/8/2014 invoice was
billed on the incorrect product and the difference was a bill credit of $42.11
which also showed on the 2/5/2014 invoice. No further adjustment is needed.  

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 now, but will wait and see next month's bill).


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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to establish service with green mountain energy for almost a week moving into a new home, I had contacted them several times to connect service without a response via their website. When I called in to their customer service department; the service rep was very apologetic and offered to connect service that day for the inconvenience I was having. When I received my first bill there was a $79.00 rush activation charge that I had never authorized for. I contacted Green mountain energy regarding the charge who directed me to the meter read company that they claimed the charge was through. The meter read company then directed me back to green mountain because they don't handle anything pertaining to money or fees; I contacted green mountain energy, again, to have this charge removed. I was instructed through Green Mountain Energy's supervisor that it had been submitted and I would receive the refund at the end of my six months of service. At the end of my 6 months I contacted them for my $79 credit which I was told will not be refunded because it's now a valid charge.

Desired Settlement: I would like the $79.00 refunded to me as was promised in August of this year.

Business Response: Dear Better Business Bureau,

After reviewing *** ******'s Green Mountain Energy Company ("GMEC") account, it was determined that the connection charge was valid.  However, has a courtesy to resolve the matter, I have credited the $79.00 charge to her remaining account balance of $60.66, leaving a credit balance of $18.34. We will refund the $18.34 by check and it will be sent to her mailing address on record.  If she has any further questions, she can contact us at ************** and we will be happt to assist her.  If you have any other questions, please let me know.

Sincerely,


**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used green mountain energy for over 3 years. Several months in a row my bill keeps going up. My last bill for November went up to $216.98. I am on a month to month plan. I called their sales department and their month to month rates are 10.14 cents per kWh. I was being charged 17.4 cents this last month. I asked to talk to a ******* who said that they cannot help me and that they have different month to month rate(how is that even possible?) I was not told about the different rates when i signed up for that plan. I asked the ******* what was the rate for October and he said that it was a little over 13 cents, I got charged 17.6 cents. I feel that doing business that way is very unfair to the customers. I cant even imagine how much extra money was taken from me during my time with this company. It is completely unfair to tell me that the month to month rate for October was 13 cents but I got charged 17.6 because I am on a different month to month plan! I have also seen some reviews on line that had similar experiences. here is one of the many negative reviews: Don't fall for the trickery! ****** Killeen - 2013-10-07 12:04:53 I should have stayed with ***. I switched over to green mountain because some door to door guy convinced me that I could get a better rate, and I loved the fact that I'd be saving the environment. He asked to see my current bill and noticed that my rate was at 11 cents/kWh and he could get it down to 9 cents and that I could keep that rate. Over the next few months, I did not notice but my rate jumped all the way up to 16 cents/kWh! Please don't fall for the same thing they promised me! Please help me and other customers to get fair treatment.

Desired Settlement: I would like green mountain energy to go back and make it fair by refunding me the extra money they took from me. thank you, ***** ********

Business Response: Dear Better Business Bureau:
 
As shown on *** ********’ letter of authorization (“LOA”), our records indicate *** ******** agreed to and signed up for the Green Mountain Energy Company Pollution Free Month to Month (Variable) Rate Plan which no minimum term. 
 
As stated on *** ********’ electricity facts label (“EFL”), Green Mountain Energy Company Pollution Free Product is a variable price product.  Except for price changes allowed by law or regulatory action, this price is the price that will be applied during his first billing cycle; this price may change in subsequent months at the sole discretion of GMEC. Please note that variable rates are subject to change without advance notice.   Also, *** ********’ product details were noted and explained in the following bill message on each of his bills:  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 as like in other retail providers 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.   
 
We understand that some customers, including perhaps *** ********, may desire or prefer a product that provides for automatic price changes based on market conditions or other factors. GMEC offers fixed rate and variable price products and pricing plans for our Texas residential customers. Our variable price products, like variable price products offered by many other REPs in the market, do not provide for such automatic price adjustments. There are other REPs in the competitive Texas retail electric market that do offer products and pricing plans in which the price will explicitly be adjusted (up or down) automatically based on an objective publically available market index. These products are known as “indexed products”.  Some of the REPs that offer indexed products have included warnings in their customer materials that these products may expose the customer to extreme volatility and potentially very high prices in certain circumstances.  GMEC does not currently offer any indexed products to residential customers.
 
In conclusion, GMEC apologizes for any confusion and miscommunication *** ******** may have experienced during his enrollment with the sales agent in regards to his enrollment in a variable pricing product.  However, GMEC believes *** ******** was properly notified of the product and variable pricing at time of the enrollment through his terms of service and as well as on his monthly bill.  Therefore no credit adjustment or reimbursement is warranted.  For copies of his enrollment form or EFL, *** ******** can contact GMEC at ************** and we’ll be happy to assist him.   If you have any questions or need any additional information, please do not hesitate to contact me. 
 
 
Sincerely,
 
 
 
**** ***
****** ********** *******, Regulatory Compliance
Green Mountain Energy Company

Consumer Response:

Complaint: *******

I am rejecting this response because:

1) The message from GMEC did not address an issue of charging higher that the current rate. What GMAC is doing is unethical. It is the same thing as if I was to call a store and ask them for a price of some product, they tell me that the price is $100, I go ahead and by the product but later they send me a bill and it turns out to be that the product is now 35% more expensive. So I call the store back and ask them to tell me the price of a product again, and once again they say that it is $100 dollars. I let them know that I got charged $135 dollars instead of a hundred, something must have gone wrong? The store replies that I have to pay the $135 and it does not matter that they said it is only a $100. A business cannot just say one thing and do a completely different thing. It is unethical to lie to the customers.

2) there is a note in the first paragraph of the GMEC's letter that says: this price may change in subsequent months at the sole discretion of GMEC. the way I understand this note is that if electricity price changes GMEC will adjust for it. And if the rate is 13cents, therefore I will get charged 13 cents or if the rate is 17.6cents I will get charged 17.6 cents. What I and other customers believe is unfair is when you call and ask what is the rate and you are told that is 13cents, but they bill you for 17.6 cents. It is the same as if you paid a $100 dollars with your credit card only to find out from the statement that they charged you $135.

3) The last paragraph of GMEC letter says that they believe that I was properly notified of their product. I don't believe that it was properly explained to me. Also this is not just a miscommunication,  however there is a confusion: I am confused how can GMEC say one thing and do another and think that it didn't do anything wrong. I was GMEC customer for several years, and didn't mind paying a little bit more for a higher percent of renewable energy, but issue change my opinion about GMEC. what GMEC is doing is unacceptable!

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** ********.  We understand his position, unfortunately however, our initial response and position remains the same in regards to the matter.

**** ***
*** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because:

Green Mountain Energy did not address any of my complaints and did not reimburse the money that was taken from me unethically. Dear Better Business Bureau please look further into my complaint and help me to get my money back from green mountain energy. The way the I was treated is unethical and unfair. 
 

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a disconnect notice 11/**/2013 for a balance of $196.67. The disconnect date was for 12/**/2013. So I paid the bill on 11/**/2013. I then received another disconnect notice on 11/**/2013 for a balance of $105.36 with a disconnect date of 12/**/2013. Naturally I thought this was a mistake on the company. As of 12/**/2013 my electric has been cut off and it is 24° outside. I have a infant child of 9 months living in my home. In the year I have had this company this has never happened. I spoke with an agent whom stated they do not give set dates that bills are due. I can I properly pay bills on a set schedule when the company doesn't offer set dates for monthly payments? I may be wrong but in the state of Texas electric can not be cut off if the temperature falls below 30°.

Desired Settlement: A set date each month the bill is due and for the company to pay more attention to the weather. Also a courtesy call would be nice if they are sending 2 or notices within 10 day period to ensure the customer is aware of the situation and it was no mistake for the notices.

Business Response: Dear Better Business Bureau
 
After researching this complaint we have concluded the following: Mr. ****** signed up with Green Mountain Energy Company (“GMEC”) and began electricity service at *** ******** ***** ***** ***** ***** ** ***** on 7/**/2012.  Mr. ******’s electricity meter is generally read around the 11th of each month.  GMEC receives the meter reads within 5 days and GMEC’s billing system automatically generates a bill the following day with the date of when the invoice was created printed on the bill.  The due date is automatically set to at least 16 days after the generation of the invoice date.  As a result, the due date is based on when Mr. ******’s meter is read by ***** ******** ******** (“*****”).  Mr. ******’s local Transmission and Distribution Service Provider (TDSP), is the entity that physically goes to his residence and reads his meter for electricity consumption.  Enclosed is Mr. ******’s terms of service (given at the time of enrollment), outlining his billing terms under “6. Billing, Payments and Payment Arrangements.” as a reference.
 
Also, as stated in the PUC of Texas Substantive Rules Applicable to Electric Service Providers, Subchapter R, Section 25.480(b) A REP shall state a payment due date on the bill which shall not be less than 16 days after issuance.  A bill is considered to be issued on the issuance date stated on the bill or the postmark date on the envelope, whichever is later.” The issuance (or invoice) date is noted on the bill.  
 
Green Mountain Energy’s policy is not to disconnect any residential customer for nonpayment on a day when: 

1) The previous day's highest temperature did not exceed 32 degrees Fahrenheit, or the temperature is predicted to be at or below that level for the next 24 hours, according to the local National Weather Service (NWS) reports for the designated territory; or
 
2)  The NWS issues a heat advisory for any county in the relevant service territory, or when such an advisory has been issued on any one of the previous two calendar days.
 
This policy applies year-round and benefits all residential customers, regardless of medical status or income level.  Those circumstances did not occur at the time the disconnect order due to nonpayment was submitted by GMEC.
 
GMEC regrets any miscommunication or inconvenience these proceedings may have caused Mr. ******.  However, GMEC billing due dates are based on when Mr. ******’s meter is read by *****, and as a result, Mr. ******’s due dates will vary slightly month to month.  After reviewing Mr. ******’s GMEC account, his due dates are correct and unfortunately at this time, GMEC does not offer the option for our customers to set their billing due date. Mr. ****** can always contact a GMEC customer service representative at ************** to setup a deferred payment plan, to prevent late fees from occurring when needed or when a situation arises.   If you have any questions or need any additional information, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
**** ***
****** ********** ******** ********** **********
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a solar system. I signed up with Green Mountain with their product that buys back my excess generation. They have never given me credit for my excess generation during the time I was a customer. Account number ********. When I called and emailed about this issue they always blamed ***** for not giving them the information and told me to contact *****. I have contacted ***** 3 times and my meter is reporting the excess generation and can be verified on the ***** ***** website. ***** has given me the correct generation readings that the meter is reporting and stated that Green Mountain is getting the information.

Desired Settlement: Per their product agreement I want to be paid for the excess generation during the time my service was with them.

Business Response: Dear Better Business Bureau,

Attached is a copy of Green Mountain Energy's response sent to the Public Utility Commission of Texas in regards to Mr. ********** complaint.  Nonetheless, to assist in resolving the matter, I have requested a refund in the amount of $75.00 to be mailed by check to his mailing address of record.  Pleae allow 3-4 weeks for the refund to be recieved.  If you have any questions, please let me know.

Sincerely,


**** ***
Sr. Regulatory Analyst
Green Mountain Energy Company

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,

*** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/21/2013 Problems with Product/Service | Complaint Details Unavailable
12/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a bill with a late charge that was removed after I spoke with customer service on the phone; at that time I paid the bill minus the late fee. However, later I received a disconnection letter stating that I had to pay 26 dollars for a late fee. When I called again and inquired about the fee that had previously been removed, I was told that there is a 20 dollar fee attached to the letter being sent. I dispute this because there is no such language in my contract-there is no 20 dollar fee for sending a letter (that I should not have received in the first place because the bill had been paid by me and the late fee removed by customer service).

Desired Settlement: I would like the letter fee of 20 dollars refunded ( it was included in current month's payment).

Business Response:
Dear Better Business Bureau,

After researching the complaint we have concluded the following: 

On September 2nd, Green Mountain Energy sent an invoice for $70.40 due 9/20/13. GMEC posted a payment of $70.40 on October 1, 2013. Since the payment did not post on the due date, a late fee was charged on 9/23/13 and a disconnect notice was mailed to the customer on 9/25/13.  

On October 2nd, GMEC sent an invoice for $74.67 due on 10/21/13. GMEC posted a payment of $48.55 on 10/18/13. Since the payment did not cover the full balance, a late fee was charged on 10/23/13 and a disconnect notice was mailed to the customer on 11/4/13.

As a courtesy a $20 credit was applied to the account on 11/6/13.

In order to avoid additional fees please make sure that the payment is posted by the due date on the invoice.

Attached is the Terms of Service showing our fees. The late fees and disconnect notice fees are valid charges, but as a courtesy we have credited another $20 fee this one time. In the future the customer will be responsible for late fees and all collection fees.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have never in the last 6 years of paying my own electricity had to speak with a company after signing up with them. I had Green Mountain for 6 months and spoke with them close to 20 times. As soon as I signed up for their services I also enrolled in automatic bill pay and even received a confirmation email. Three months later, my power gets shut off due to non-payment and I had an unpaid balance of almost $500. I live in a 658sqft apartment. That is unheard of. I had to get on a payment plan at that point to pay my balance off. I signed up AGAIN for automatic bill pay thinking maybe I set it up wrong the first time (even though EVERY bill of mine is set up as auto draft, and I have never had any problems). And AGAIN I get a notice saying that my services are going to be shut up due to non-payment. This happened 3-4 times. Each month my bill was averaging around $150-$200. FOR A 658SQFT APARTMENT. Every time I called to speak with customer service, they were rude, uneducated, and tacky. I called to get a late payment taken off my bill (because I had tried setting up the auto draft several times, and it was their system having the issues), and a ********** told me "well you have already switched services, what do you expect me to do for you." I switched to ******* last month and my bill was $75. It makes me sick that I stayed with them as long as I did. But once they got me locked into the payment plan for the $500 invoice, I had to stay. I tried switching as soon as that happened, and ******* said Green Mountain had placed a hold on my account until the balance was paid off. STAY AWAY PEOPLE. Seriously. Biggest nightmare and so much wasted money.

Desired Settlement: Consumer awareness and possibly a refund, considering I probably paid $200+ in late fees and disconnection services due to Green Mountain's poor billing system.

Business Response: Dear Better Business Bureau: 
 

After researching this complaint we have
concluded the following: Green Mountain Energy Company (“GMEC”) served **** ********* ** *** ***** ******* ** ***** from 1/24/2013 through 9/24/2013.
Customer enrolled with AutoPay on 4/10/2013 with a **** card ending with ****.
The 5/15/2013 and the 6/14/2013 payments were taken successfully through
AutoPay. Using that same **** card, 3 payment attempts beginning 7/15/2013
Failed to Authorize due to information could not be verified by the system. As
a result, a Disconnect Notice was sent on 7/25/2013 with no response from the
customer. Due to not receiving a payment by the
disconnect date in the notice a Disconnect Order was issued on 8/13/2013. On 8/13/13, customer was set up on a Deferred Payment Plan (DPP) and the
payment was successful using a **** card ending with ****. A Switch Hold was
placed on the customer’s meter due to the agreement of being on a DPP. A switch hold means that the customer will not be able to
buy electricity from other companies until they pay the past due amount. On
8/28/2013 the customer made a payment of
$260.00 using their checking account information,
but it was returned due to ‘Invalid Account
Number’ and this caused the Returned Payment Fee to load
onto the customer’s account. On 9/11/2013, the customer
made a successful manual online payment using
**** card ending with ****. At this time, the customer’s account is inactive with GMEC and has a past
due balance of $96.96.

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

I am rejecting this response because: This response from Green Mountain is just stating what I have already said, only providing precise dates. The payment issues were all due to the company's system, and I was penalized for it.

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** ******.  We understand her position, unfortunately however, our initial response and position remains the same in regards to the matter.

Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am 100% willing to pay off my bill amount $365.92, Green Mountain Energy is unwilling, unreasonably refusing to work with me to make reasonable payment arrangements to pay off the bill. I am a disabled senior citizen living off sole income of Social Security which is extremely difficult. Green Mountain Energy is demanding the whole $365.92 in 30 days, I do not have $365.92 in 30 days I would be homeless if I gave Green Mountain Energy my rent money. I do not have enough money to pay $365.92 in 30 days

Desired Settlement: I desire payment arrangements over a six month period $60 per month for five months then $65.92 the last month, I cannot afford to pay more than $60 per month. I am low income.

Business Response: Dear Better Business Bureau,
After researching the complaint we have concluded the following. Green Mountain Energy is willing to work with the customer to pay off the balance owed.  Green Mountain Energy Company provided service to the customer from 8/28/2013 to 10/30/2013. The balance for this service period is $365.92.
The customer may make payments of $60.00 per month for the remaining balance. The customer must call in each month for a 30 day collections protection after each monthly payment is received.
If the customer does not call Green Mountain Energy to extend the protection after the payment is made, standard collection activity will resume.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have submitted the same problem with this business in the following complaint but it was closed before I can make a decision of accept or reject the business's action. My problem is: -- I have discontinued my Electric service with this company since Dec 2011. I am waiting for my deposit refund since that date. I tried contacting them many times and they replied each time that they are going to send me my check to my new address. But still I have not received any checks from them. Service address was: **** *** **** **** **** ******** ** ***** -- The company claimed that they solved the issues in BBB-Complaint ID # ******* by just sending me a check using *****. I got the check but the check was returned due to "insufficient balance". Also, my bank charged me for $12 because of the bad check.

Desired Settlement: I need the business to refund me with my deposit amount ($73.01) + the bank charges ($12) due to their own mistake of issuance a check with insufficient balance of their account.

Business Response: Dear Better Business Bureau,

The previous refund check sent to *** ********** had a security fraud protection placed on the the check and mistakenly not cleared before the check was sent.  We sincerely apologize for the oversight.  A second security cleared refund check was sent on 11/7/2013 via ***** for the deposit amount plus the bank charge incurred by *** **********.  If you have any questions, please let me know.

Sincerely,


**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my payments went high in a few months from 88 dollars to 278 dollars in a period of 10 month i called to fix the issue the ******* wanted to make me sign a contract i said no because i knew green mountain was running a scam from 9 cents a kwh to 17.3 cents a kwh this is for oct. can you imagine that 17.3 a kwh that is a rip off ? in october i called green mountain an told them they where over charging me they said they can charge me anything that no one is going to stop them ? an quot i called AEP of TEXAS an told them that green mountain said in six days i owed them 150 dollars already (i) told AEP of TEXAS quote they said that green mountain could not determine that, an i told them so how can they make a calculation like that ,my question is can green mountain assume my bill for next month when we are not over this month need help asap because i know iam getting rip off by green mountain an aep of texas, calculate this 278 to 272 five dollars less an the cold weather is already here imagine that ?? I NEED YOU BBB TO INVESTIGATE GREEN MOUNTAIN AN AEP OF TEXAS BECAUSE I KNOW I 'AM NOT THE ONLY ONE GETTING RIPPED OFF BY THIS TWO COMPANIES AN THANK FOR HEARING MY CRIES FOR HELP.

Desired Settlement: i really do not want green mountain an aep of texas doing business with me hate people that rip off old folks like me i want to transfer to ***** ****** ******** ******* but can not because these thief have a grip on me an i have the bills an the emails of green mountain when they said i owed them 150 dollars in six days ?????

Business Response: Dear Better Business Bureau: 


After researching this complaint we have concluded the
following: Green Mountain Energy Company (“GMEC”) served ****** ***** at *** * ****** ** *** ** ********* ** ***** since 2/4/2013 and are still serving this
premise. Customer initially enrolled on our Month to Month product and was
billed at 11.1 cents for 3 billing cycles. After the 3 initial billing cycles,
customer has been billed and is still being billed on our variable product,
which is at a higher rate. 


On 6/29/2013, customer called to complain about the high
bill. Usage has increased to over 1000 kWh since 4/24/2013. We tried to explain
the increase in consumption and that all the readings were reported as accurate
from American Electric Power (AEP – their meter company). Since the customer
was also on a variable rate, we tried to offer a contract product to lock in a
lower rate. Customer refuses to accept any explanation or contract offers.


Customer should understand that GMEC or any other utility
providers, can only bill based on readings provided by AEP. A contract product
is always offered to allow customers to lock in their rate and that they will
not be penalized with an Early Cancellation Fee (ECF) if they moved. The fee
will only be charged if the customer is under a contract and switch
providers before the end of their contract..


Details of the increase in consumption:

4/24/2013 – 5/22/2013 = 1002 kWh

5/23/2013 – 6/23/2013 = 1340 kWh

6/24/2013 – 7/23/2013 = 1095 kWh

7/24/2013 – 8/21/2013 = 1545 kWh

8/22/2013 – 9/22/2013 = 1666 kWh

9/23/2013 – 10/21/2013 = 1451 kWh

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was once a customer of Green Mountain Energy and decided to make a change to another energy provider. As a part of my account, I had established automatic payments of my electric bill to my credit card. After moving to a new electric provider, I began receiving phone calls from Green Mountain harrassing me for making the change, stating things about how my new provider hides charges and how I would feel better using cleaner energy. Eventually, I began ignoring phone calls from Green Mountain. I then began to receive voicemail messages on my phone and emails stating I had a message about my account. Because I did not want to deal with the pressure tactics used to keep my account with them, I ignored them. Finally, out of frustration I called to get them to stop with the emails. I was surprised to discover I had a past due amount and I was about to go into collection, even though they had all of my billing information and authorization to bill me for the energy they have provided This is a poor process that needs to be fixed. They had the authority to bill me for any remaining balances of power provided and yet, the day that my energy transferred, they threw out my billing information and instead, sent me a paper bill. While it may be my fault that I didn't pay the paper bill, there was an expectation that the bill would be paid by credit card as the rest of my payments were done.

Desired Settlement: I would like Green Mountain Energy to provide me a full credit report on my name to demonstrate that I was not put into a collection agency by them and my credit was not damaged.

Business Response: Dear Better Business Bureau,
After researching the complaint we have concluded the following.  *** ****** had services with Green Mountain Energy starting 5/24/2013. The customer chose to switch providers 9/19/2013. *** ****** was set up with automatic payments with his credit card ending in 3541. The credit card expired 9/13 and was not updated by the customer. The customer did not have a valid credit card on file to pull the remaining payments owed to Green Mountain Energy Company.  The account was paid in full on 11/1/2013 with an online payment made by the customer. The account was never sent to third party collection agency. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: August 2013, I placed a order for new service with Green Mountain Energy, I was advised by Green Mountain Energy that I would receive documents to sign up for low income service, the low income documentation was never received, therefore, I never did receive the financial benefit of the reduced low income rate on my bill, I have a right to "Dispute the Validity of my total bill" I will be making a written complaint with the Texas Public Utility Commission in regards to the amount of my bill not receiving the benefit of the low income rate adjustment which was a error on the part of Green Mountain Energy.

Desired Settlement: My total bill needs to be adjusted to the low income rate my total bill is $365 it needs to be adjusted. to reflect the low income rate.

Business Response:

Dear Better Business Bureau,
*** ****** was reviewed for eligibility for LIDA Texas in September 2013. The Public Utility Commission determined that she was not eligible for this program.
 
*** ****** agreed to a six month rate at the time she signed up on 8/28/2013. Green Mountain Energy provided service to the customer from 8/28/2013 to 10/30/2013. The customer did not make any payments to Green Mountain Energy for the time that the premise was served.
 
No adjustments are warranted. The balance on the account is $365.92.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my Green Mountain Energy service about 6 weeks ago, of which I have confirmation via email. Despite, Green Mountain Energy has continued to try and bill me. The lastest is a $13 bill, despite me cancelling my service and then paying my last bill. They have assured me that I'm no longer being billed, but I keep getting bills.

Desired Settlement: They need to cancel the charges that they keep trying to bill me.

Business Response: Dear Better Business Bureau:
 

After researching this complaint we have concluded the following: Green
Mountain Energy Company (“GMEC”) served **** * ****** ** *** **** ******** ** ***** from 8/14/2009 through 10/3/2013. On 10/3/2013, GMEC received a Move Out
request for 10/2/2013. Attached are two invoices to show the billing cycles.  The 10/2/2013 invoice has a billing cycle of
8/29/2013 – 9/29/2013. The 10/15/2013 invoice has the final billing cycle of
9/30/2013 – 10/2/2013. GMEC billed the customer accordingly and there are no
errors.


GMEC regrets any inconvenience or confusion
these proceedings may have caused *** *****. As a courtesy, GMEC wrote off the
final balance of $13.20 and the account is now zero.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 3, 2013 I switched my electric service provider from Green Mountain Energy to TXU because I was already fed up with their billing issues. Green Mountain charges a $20 fee just for sending you a disconnect notice. The disconnect notice is sent whether you call and set up payment arrangements or not. I have called the the company to make arrangements, and asked for them not to send me the notice since I made an arrangement, and was told, "I can't stop a disconnect notice from being sent. Those are automatically computer generated and sent out, and there is no telling when they will be sent. It could be the day after your due date, a week, 2 weeks, we don't know." So, I came to terms with having a $20 fee on top of a late charge if I didn't pay by the due date. I received my last bill from Green Mountain for $453.84, which had a past due balance of $255.29, and two disconnect notice fees ($40) included, with the due date of September 18, 2013. On September 23rd I made an online payment of $153.84 to lower my balance to $300. I then received a notice in the mail that said that because I was an inactive customer I had only until September 30th to pay the whole amount. I called on September 27th to make arrangements because I didn't want this to affect our credit. The CSR said that I would have to pay $75 at that time to set up the arrangement. I told her that I had just given $153.84 4 days prior and didn't have $75. I asked if there was any way to waive that initial payment. She said, no. So, I told her that I would have to call back once I had it. On October 7th my husband received a call from a 3rd party collection agency and notified him that this account was sent to them. I called Green Mountain that same day and was told by a CSR and her supervisor that a letter was sent to a third party collection agency about our account, but that my account wasn't there yet. She said, they could retrieve our information from the agency, and that I still had a chance to settle my account with them so that it didn't affect our credit. She told me that her supervisor assured her and me that if I paid half of my balance ($150) that the supervisor would place a "protection order" on my account for 30 days. She said that after those 30 days I had to call them again to pay $37.50 and they would extend the "protection order" and give me 30 more days, and so on until I paid my balance off. She said no other creditors would contact me and that it would not affect my credit negatively, because I set up this arrangement with them. The CSR assured me time and time again that my account was "protected." I BELIEVED HER, so I paid $150 online that day. On November 7th I called Green Mountain again as per our arrangement to pay, and was told that they couldn't take my payment and that my account WAS sent to a third party collection agency on OCTOBER 6th (1 day before I called, and only 18 days after my last bill's due date). I was put through to a supervisor whom I informed of the details of my last call. He told me that they should have not made those arrangements with me on October 7th. He said that I had to make arrangements with the collection agency from now on. I asked where the $150 payment I made went the month prior. He said that they DID take that payment and notified the agency of it, but that if I paid through their system again that they would send that payment to the collection agency. I asked him why I was told my account was protected and that it WASN'T in a collection agency. He said, "I don't know, I had nothing to do with that October 7th call." Futhermore, he didn't even apologize for any of it. So my account IS CLOSED with Green Mountain Energy and they DID transfer it to a third party collection agency even though they said they didn't. This whole thing, now tarnished our credit, after only 18 days past the due date.

Desired Settlement: I would like Green Mountain to retrieve my account from the third party collection agency and honor the arrangement they made with me on the October 7th phone call. I would also like a refund of the last $20 disconnect fee. Why would they charge me this if I already had canceled my service, and had a different provider?

Business Response:

Dear Better Business Bureau,
 
After researching the complaint we have concluded the following. *** ****** called the make payment arrangements for her remaining balance on 10/7/2013. The agent agreed to protect the account for 30 days. The account was sent to third party collections on 10/6/2013.  The agent did not see that the account was already in third party status and advised the customer that the account will be protected.  The account was sent to third party for the remaining balance of $150.00. The account was not sent to third party in error.
Green Mountain Energy has agreed to remove the $20.00 disconnection fee. Once the remaining $130.00 is paid on the account, Green Mountain Energy has agreed to recall the account from third party collections.

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

I am rejecting this response because: I would like GME to recall my account from the third party collection agency IMMEDIATELY, not after I pay it off. This would mean I am in debt with two companies for the same account at the same time. I would also appreciate if they delete any negative information reported to all credit bureaus about our account. I don't want the third party collection agency on our credit report at all. Furthermore, I need assurance that they will comply with this agreement. The response from them is that neither the agent or supervisor saw that it was already sent to third party collection, which is a lie. I spoke to the agent for over an hour as she was back and forth with her supervisor as they were trying to figure out how to rectify my account. If our account was truly reported to third party collection the day before I paid half of the balance, why does the reply say that they reported $150 to them if I owed $300 at that time. If they were able to take my payment then, why couldn't they take it later? 

Regards,

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

Business Response: Dear Better Business Bureau,
 
We are sorry we cannot come to an agreement with *** ******.  We understand her position, unfortunately however, our initial response and position remains the same in regards to the matter.  Once we have confirmed that the balance on her account has been paid in full we will recall the account from Third Party Collections. Once we recall the account, the Third Party Collection agency will request a deletion from her credit bureau. It can take up to 60 days for the Credit Bureaus to remove the information. If *** ****** needs a letter to supply to a creditor then we can provide one. If you have any other questions, please let us know.

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 would appreciate the letter GME is offering, and want it mailed to the address they have on file for me. I look forward to clearing and closing this account. Thank you.   

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: **** *, ***** *** ****** ****** ******** ** ***** October 12. 2013 Green mountain Energy *** * *** ** ** * ******* ** ***** Attn: Management Green Mountain Energy has a reputation for excellence and quality, and as a loyal consumer who has recommended your products to several to several dozen families and friends I am sure you want to know whenever problems arise. I point this out because the Better Business Bureau estimates that for every complaint that it receives, there are 20 more consumers with a similar problem who don't file a complaint. Instead, they are likely to complain to their family who pass on the story to their friends and so on. That's not counting gripes aired to thousands on the Internet. In error, your company was paid twice for my September residential light bill by **** ** *******. The first online payment was made on September 25th and the second payment was made on the 28th of September, 2013. While I realize situations differ, and conditions warrant exceptions, during the past two weeks both **** ** ******* and I have tried unsuccessfully to get my refund for the second payment of $124.71from Green Mountain Energy. On September 30th, your company representative, ***** stated that a reversal for my second payment would be forthcoming in 3-5 business days. On October 4th, ***** stated that the refund was in process. On October 9th, **** said, “I apologize for the delay and will expedite the refund.” Without my approval, on October 11, ** ******* informed me that my second payment of $124.77 was applied to my October bill, which is not due until October 18th, 2013. My account will then have a $24 credit for November. Her *********** stated that ******** were unavailable to address this matter further and to submit an email complaint. Green Mountain Energy is known to issue notices of past due charges that are five days beyond the due date to prevent disconnection, but refuses to refund customer overpayments. Equally upsetting is the rude treatment and run-around I received from your ***********. How unfortunate that over the years Green Mountain made an effort to honor commitments of “Satisfaction Guaranteed!” If my experience with your customer service is any indication of how Green Mountain handles customer satisfaction, it doesn't say much for the company's Mission Statement. That is why I am disputing this matter and the following issues; product concerns, customer service, marketing, sales practices, and Green mountain’s refund complaints. Needless to say, it’s been an aggravation, an imposition, inconvenience and a hassle coping with poor customer service. Since my experience with *********** has been unsatisfactory, I ask for your assistance in resolving this matter in a reasonable manner. Refund monies expensed, and waive the late penalty fee. As a customer of Green Mountain for over three years, I do not feel like I have been treated like one. Your assistance in this matter is certainly appreciated. I look forward to your reply explaining what steps you will be taking to help me resolve this issue. Should you have any question, please call me at ************. Sincerely, Enclosures C: ****** ** *** ******** ******* ****** ******** ****** ****** ** *** ******** ******* ******** ********** ******** ** *** ***** ******* ** ********** *** ********* ***** *** ******* *** *** ********* ** ***** ***** ******** ***** ********

Desired Settlement: Refund of my $124.71 overpayment ASAP!

Business Response:  

The following is Green Mountain Energy
Company’s response to the above-referenced complaint received by the Public
Utility Commission of Texas.

 

Customer’s original complaint:  *** *****’s complaint against Green Mountain
Energy Company (“GMEC”) is in regards to a payment of $124.71 made in error.  *** ***** states he has made several request
to have the payment refunded and would like further investigation into the
matter.

 

Details of the company’s original
investigation:
 After researching this complaint we have
concluded the following:  Our records
indicate *** ***** began service at *** ****** **** ******** ** ***** with GMEC
on 6/23/2010.    On 9/25/2013, GMEC received a payment of $111.66
and an addition payment of $124.71 on 9/30/2013.  On the same day (9/30/2013), an invoice for
*** ***** was also generated the electricity service period from 8/27/2013 to
9/25/2013, therefore, the payment of $124.71 was already applied to the outstanding
billed electricity charges.  Please note,
the payments were not duplicate payment errors, but rather individual payments
made by *** ***** on two separate occasions for two different amounts. Also,
please note the payments were made by check mailed to GMEC directly from his
banking institution.  Attached is *** *****’s recent account history as a reference.

 

*** *****’s GMEC account and service address
at this time does not have a “switch-hold” due to an average payment plan, a
deferred payment plan, or due to meter tampering.

 

Company’s final position to the customer:  GMEC regrets any inconvenience or delays these
proceedings may have caused *** *****.  Although
the situation is unfortunate, after reviewing *** *****’s account, GMEC acted
appropriately in applying the payment of $124.71 to his GMEC account on his account
balance and a refund is not warranted.  If
GMEC were to submit a refund, since the payment was made by check from his
banking institution, it could take 4 to 6 weeks for it to process the refund
check and his charges from his 9/30/2013 invoice would become then past
due.  As a result, *** ***** would then have
to submit another payment for the charges from his 9/30/2013 invoice (which had
a 10/18/2013 billing due date) to GMEC regardless.   If you have any questions or need any
additional information, please do not hesitate to contact me.

 

Sincerely,

 

 

**** *** ****** ********** ******** ********** **********
Green
Mountain Energy Company

***** ******** Fax

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a Soldier in the military, I had to PCS (Permanent Change of Station) to another location. Because I wasn't able to sell the house prior to the effective date of my move, the house was vacant until sold. This company expects me to believe that a vacant house utilized $900 in electricity when in fact we were in the house, our bill averaged $300 per month. After disputing the amount, I agreed to pay half. The lady who made this agreement recanted later and said that she was not authorized to make this agrement. After I returned two years later (no I didn't want to deal with them), the debt was in collections and now the collectors are saying that their client will not accept a pyment becasue I am disputing it. Of course I disputed it! There was no one in the house but they sent me a $900 bill.

Desired Settlement: So that I could move on, I had to inform them that I no longer disputed it just so I could pay it. Unbelievable!

Business Response: Dear Better Business Bureau:
 

After researching this complaint we have concluded the following: Green
Mountain Energy Company (“GMEC”) served **** **** ****** *** **** ****** ** ***** from 12/1/2010 through 1/26/2011. GMEC received actual readings from
***** (their meter company) for two billing cycles, 12/1/2010 – 12/30/2010 and
12/30/2010 – 1/26/2011, and billed the customer accordingly.


GMEC also served *** ****** ***** **** **** ****** ** ***** from
1/26/2011 through 4/25/2011. Billing cycles 1/26/2011 – 2/2/2011, 2/2/2011 – 3/2/2011,
and 3/2/2011 – 3/31/2011 were actual reads recorded by their meter company,
*****. Billing cycle 3/31/2011 – 4/25/2011 was an estimated read. GMEC billed
correctly according to the readings provided by *****.

 

GMEC
regrets any inconvenience or confusion these proceedings may have caused ***
*****. The readings would have been the same regardless of who their utility
providers were due to the customer living within the territory of *****. It’s
normal business practice for GMEC or any other utility provider to bill based
on readings provided by their meter company. Due to activities occurring in
early 2011, adjustments cannot be expected from *****.

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

I am rejecting this response because: The company cannot explain how the bill was so high when there was no one living in the home. Our bill was lower when we were actully living there. As usual, this comapny refuses to accept responsibility or accept the possibility that the readings were wrong. I settled this bill and paid it although I paid it in dispute. As consumers, we get reported to bureaus for other companies to decide whether or not to offer credit. This company needs to have this report on their record so other consumers can decide whether to take a chance on misread or faulty readings with this company or go elsewhere.

Regards,

**** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Green Mountain Energy Company is my electricity supplier. I signed up for a variable rate, which means the rate varies per month. When the monthly rate goes up, I pay more. When the rate goes down I should pay less. That is how it was explained to me when I signed the contract and confirmed by other electrical suppliers. It is the standard practice. HOWEVER, Green Mountain did increase my monthly rate as the price went up, but kept it at the highest amount rate even as the price went down. I was paying 13.4 cents per Kilowatt hours (kWh) even though the rate went down to 7.9 cents per kWh. from July to October. It might have been even longer, but ******, employer ID # *******, the person I spoke with at Green Mountain, **************, said it was hard to pull up the cheapest rates beyond July. However it's clear that I was charged almost double for those months. They told me that the way their "variable rate" works, is that when the rate goes up, you pay the new higher rate. When the rate goes down, you still pay the highest rate unless you call them up and ask for the new lowest rate. They said in the future, I should call each month for the best price. This is NOT the way the sales person explained to me when I signed the contract. It is not explained that way in the contract, and it is not how all the other electric suppliers charge for their variable rate when I called them up and checked. What Green Mountain is doing is deceiving, if not illegal. My rates and usage was as follows: January-rate 9.7449¢ per kwh x 174kw usage=$16.96 plus tax@4.5%($0.98) plus Costumer charge of $4.88 February-rate 9.7449¢ x 222 usage March 10.6571¢ kwh x 175 usage April 10.9449¢ kwh x 163 usage May 10.9449¢ kwh x156 usage June13.4000¢ kwh x 213 usage ****** said the rate could have been reduced to a 7.9¢ kwh rate from July to October, if I had called Green Mountain each month and requested it! It may have been reduced earlier, but he couldn't look at the records farther back than July. But they kept it at the highest rate of 13.4000¢ from july to October. My usage each month was: July 305, Aug 249, Sept 234. Total usage for those months =788 x 13.4¢=$105.592 plus 4.5% tax=$110.34 If they charged me the lower rate of 7.9¢ kwh x 788 hours =$62.252 plus 4.5% tax=$65.05 $110.34-$65.05=$45.29.

Desired Settlement: They overcharged me of at least $45.29 (I am not sure of the other months) However, this was no accident. I talked to several people and took it to a supervisor level on October 10, 2012. Her name is ********, employer ID# ******. She said she understood and said I should call each month for the new rates. She said they charged me in excess of approximately $40.00. She said she couldn't offer me cash back, but would give me coupons worth $40.00 towards eco friendly items such as lightbulbs and flashlights. I refused her offer. I feel I should at least get cash back. Also, compensation for their actions, and my time spent with this issue. I also feel they are corrupt, and are overcharging most of their customers who signed up for their "variable rate" offer. I will be using a different service soon, it takes about 1-2 months to switch suppliers. In the mean time, I asked for the lower monthly rate of 7.9 kwh for October, which she gave me. However to do this she also increased the customer charge from $5.20 to approximately $7.00. I don't think this is reasonable either. I think the company should be shut down and someone should go to jail. They are stealing!!!

Business Response: October 22, 2013
 
 
After researching this incident, we have concluded the following:  Our records indicate that GMEC received a valid, signed Residential Electricity Sales Agreement (“RESA”) from a *** ***** ********* listed as the account holder on November 16, 2012 to have GMEC as his ESCO at *** **** **** *** **** *** ***** ** ***** with *** ****** (“*** **”) remaining as his local distribution utility.  Attached is a copy of the authorized RESA (signed and dated) as a reference.
 
The valid, signed RESA completed by *** ********* indicates authorization for enrollment on Green Mountain Energy Company’s Pollution FreeTM electricity product at 9.7 cents per kilowatt-hour (“kWh”) with a $4.95 Monthly Customer Charge with no early termination fee.  As stated on the RESA and in the terms of conditions given at sign up, the product was a month to month variable price product which means the price can change on a monthly basis to reflect the cost of electricity, including energy, capacity, settlement, ancillaries, related transmission and distribution charges and other market-related factors; plus all applicable taxes, fees, charges, costs, expenses and margins.  Attached is a copy of his terms and conditions given at the time of enrollment. On 5/3/2013, GMEC initiated a rate increase for all NY customers on a variable price plan.  As a result, *** *********’s GMEC account and rate plan was also affected.
 
We regret any miscommunication *** ********* experienced in regards to this enrollment; however, GMEC did receive a valid and signed enrollment authorization that clearly outlined the terms of the variable priced product plan. 
 
GMEC does not state or imply, in the contract documents or otherwise, that GMEC would automatically change (reduce or increase) the price to match any market rate that may be offered in the future to new customers.  GMEC’s prices and product offerings to new and existing customers may change throughout the year.  As described below, we frequently extend offers to our existing customers to take advantage of products and pricing plans that become available based on changing market conditions. These offers are extended proactively via direct mail and email, and they are offered in response to customer initiated contacts like phone calls and/or emails.
 
GMEC regrets that *** ********* was unhappy with his rates and service with GMEC and that he has expressed her dissatisfaction and has the right to switch his service to another provider.  GMEC is committed to providing quality products and services that result in high customer satisfaction.  We don’t like it when any customer is dissatisfied or switches away to another provider.  But we also understand that customers have many choices in the highly competitive New York electricity market.
 
We understand that some customers, including perhaps *** *********, may desire or prefer a product that provides for automatic price changes based on market conditions or other factors. GMEC offers fixed rate and variable price products and pricing plans for our New York residential customers. Our variable price products, like variable price products offered by many other ESCOs in the market, do not provide for such automatic price adjustments. There may be other ESCOs in the competitive New York electric market that do offer products and pricing plans in which the price will explicitly be adjusted (up or down) automatically based on an objective publically available market index. These products are known as “indexed products.”  Some of the ESCOs that offer indexed products have included warnings in their customer materials that these products may expose the customer to extreme volatility and potentially very high prices in certain circumstances.  GMEC does not currently offer any indexed products to New York residential customers.         
 
In conclusion, GMEC maintains that the rate increase was valid and this account based on the sign up information, therefore the charges are correct based on the meter readings provided by ***** for billing.
 
We appreciate *** *********’s understanding in this situation, and if *** ********* has questions about his account, or wants more information, he may contact Green Mountain Customer Care at **************.  Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.   
 
If you have any questions or additional concerns about this account, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
**** *** ****** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because: Green Mountain did not address my concerns and complaint at all! 

Please read my first complaint. How do you get away with calling it a variable rate when you only increase the price automatically and will only decrease it if the consumers call you up on the phone to request it. This practice is deceiving and unclear to the consumer to say the least. Reducing my rate and increasing my monthly additional fee is not the answer, and I should get compensated for the months I was overcharged. A *******, *******,  called me and left a message on the phone when I wasn't home without leaving a callback number. I have talked to several people, spent hours on this issue, and have not received a fair settlement.

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** *********.  We understand his position, unfortunately however, our initial response and position remains the same in regards to the matter.  , If he has any further questions, he may contact Green Mountain Customer Care at **************.  Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.   

**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After speaking with a Green Mountain Energy representative at a community event and agreeing to review information about their services that would be emailed to me, I was automatically enrolled in their program WITHOUT MY CONSENT. I specifically asked the rep if I was enrolling in anything and said I was not interested if I would be and she told me that they would just send me information, which clearly was incorrect.

Desired Settlement: Refund

Business Response: October 21, 2013
 
*** ****’s complaint against Green Mountain Energy Company (“GMEC”) is in regards to her electricity supply service being switched to GMEC.  *** **** states she was enrolled without her authorization and was only requesting additional information.
 
After researching this incident, we have concluded the following:  Our records indicate that GMEC received a valid, signed electronic Residential Electricity Enrollment Form (“REEF”) from *** ********* **** on August 4, 2013 to have GMEC as her electric generation supplier (“EGS”) at *** ** ******** **** ************ ** ***** with **** ****** remaining as her electricity distribution company.  Attached is a copy of the authorized electronic REEF signed and dated by *** **** as a reference.  The electronic tablet enrollment was through an event at 2nd Street Festival.
 
The valid, signed REEF completed by *** **** indicates authorization for enrollment on Green Mountain Energy Company’s Pollution FreeTM electricity variable rate product at 9.4 cents per kilowatt-hour (“kWh”) with no minimum term.  As outlined on the REEF, *** **** acknowledged that she was, “at least 18 years old and the person(s) identified [on the REEF] or a person(s) authorized to act on the customer’s behalf with respect to the electricity service at the above address [on the REEF].  You are voluntarily choosing to select or change the entity that supplies your electricity service to Green Mountain, and you are not filling out this form for additional information.” 
 
We regret any miscommunication between ***  **** and the sales agent in regard to this enrollment; however, GMEC did receive a valid and signed enrollment authorization as agreed to by *** ****.  In conclusion, GMEC maintains that a valid enrollment was received for this account based on the sign up information provided by Ms Cook.  *** ****’s service with GMEC began on 8/28/2013, however, a cancellation order was received on 10/10/2013.  GMEC will appear in her billing cycle and will be cancelled and is scheduled revert her service back to **** ****** as her EGS on 10/28/2013.   
 
We appreciate *** ****'s cooperation and understanding in this situation, and if *** **** is interested in enrolling with GMEC as her ESG in the future, or wants more information, she may contact Green Mountain Customer Care at **************.  Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.   
 
If you have any questions or additional concerns about this account, please do not hesitate to contact me.
 
Sincerely,
 
**** *** ****** ********** *******
Green Mountain Energy Company
Fax ***** ********

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

I am rejecting this response because: there was no miscommunication between the sales agent and myself.  If it is, in fact, the case that I was enrolled at this event, the sales associate purposely misled me. 

Regards,

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

Business Response: Dear Better Business Bureau,

We are sorry we cannot come to an agreement with *** ****.  We understand her position, unfortunately however, our initial response and position remains the same in regards to the matter. She may contact Green Mountain Customer Care at ************** if she has any further questions.  Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.  

**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a new energy plan with their company after weeks of solicitation outside of an *** store. After their representative said that their deal was a certain cent per kWh and showed me multiple times how much money I would be saving I finally agreed to disconnect my current service with another company and switch to them. (which was in the 9cent range) At the time of signing up they put you on the phone with their office to agree to terms and conditions. Not once did I hear her say anything about 10 cents and higher but she was speaking so fast and it was outside that I did not catch that she must have said this plan is a "variable plan" meaning it could fluctuate at anytime. When I received the first bill it was only for 2 days at a 10.7cent rate and then they bulked my next bill in the next 2 months at 14.21-14/4 rate. My bill for those 2 months was $709.24 (this is for Aug and Sept not June and July). I swear when I signed up that is not the rate I agreed to but it is on the contract in small writing. The representative completely pushed this contract to me at a lower rate verbally. I should have never signed up with an electric company outside of ***.When I called to get this fixed or looked into they immediately say they have to look into this and will call me back. I only received one call back and that woman said she would have to have another department look into my request and call me back. Now it's been several days and I have to keep calling because I am still being billed and they say I still owe $709.24.

Desired Settlement: If anything they should honor that first month at the 10.7 it should not be 2 days only of that and the other 29 days at 14.24-14.4. This company are a bunch of crooks!!!!

Business Response: Dear Better Business Bureau:
 

After researching this complaint we have concluded the following: ****
***** signed up with Green Mountain Energy Company (“GMEC”) on 7/17/2013 with a
future switch date of 7/25/2013 as shown on our enrollment form called, Customer
Letter of Authorization To Switch Residential Electric Service. In addition to
the enrollment form, we also have a recording to confirm and verify the
enrollment that was being requested. During the recording, the enrollment date
was changed to 8/5/2013, most likely due to the incoming call from the customer
asking to change the date. Attached is a copy of our enrollment form confirming
that we’ve placed the customer on the correct Month to Month product. It also
showed the correct rate of 10.79.


GMEC regrets any inconvenience or confusion these proceedings may have
caused for **** *****. She notified us via email on 10/14/2013 and a trouble
ticket was opened for the account to be researched. On 10/17/2013, we called
the customer to explain we’ve placed her on the correct Month to Month variable
product at 10.79 according to the recording. Customer stated she filled out an
enrollment form with a 6 month contract at a rate of 9 cents. A copy of the enrollment
form was mailed to the customer on 10/22/2013. Customer called back on
10/24/2013 asking for a resolution and a ******* called back on 10/28/2013 but
was only able to leave a message asking for a returned call.

 

Customer was billed at the rate of 10.79 for 2 billing cycles, 8/5/2013
– 8/6/2013 and 8/7/2013 – 9/5/2013. The next two billing cycles, 9/6/2013 – 10/6/2013
and 10/7/2013 – 10/22/2013, customer was billed at 14.24 cents per kWh. Please
be advised that although the rate was increased, the customer’s usage was well
above 2500 kWh per billing cycle, which also contributes to their high bill. Attach
is also our Electricity Facts Label (EFL) explaining our product.

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

I am rejecting this response because: No electric company changes rates in a day to day process. (ie-day 1 and day 2 at 10.7 and then the other 29 days is 14.4) This is not how this contract was explained to me.  If that was the case then NO ONE would ever sign up with your company. I feel as though I was price gouged on this whole ordeal and am asking for a compromise to this by billing me at the first month at the 10.7 and obviously my next month I will have to eat the 14cent rate.  For the record I have been with the same company for years and my largest bill this year was $260 with them and that month was June and July. Do not try to say that we use more than our share of electricity to try to justify for your highly over priced bill.  

Regards,

**** *****

Business Response: Dear Better Business Bureau:
 

As mentioned previously, Green Mountain
Energy Company (“GMEC”) has not made any billing errors on **** *****’s
account. Like any other retail energy provider, usage cycles depend on when the
meter was read by their meter company, ***********. Due to this, the customer’s
first billing cycle was only two days. As a courtesy, GMEC will credit for the
difference in rate on billing cycle 9/6/2013 – 10/6/2013. This cycle has the
highest usage. The credit amount is $98.98 and it does include all of the taxes
that were charged. The customer’s final balance is now $511.13.

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. Although, it has taught me never to sign up with a company that represents themselves as something too good to be true unless I read the contract fully. It is a shame that at the end of this I still have to pay $700 for 2 months of electricity service. Lesson learned and I appreciate the credit. I will take what I can get at this point. 

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for residential service with Green Mountain Energy online. Signing up online did not allow me to select a start date for service, it chose the date for me. I am closing on my home November 8th at 1pm, however Green Mountain started service for November 7th at 9am. I called to change the start date to the 8th since I don't actually own the home yet. They informed me that I was required to call 2 business days prior to request change in service start. I explained the situation and they said there was nothing they could do. When I asked if I could cancel the service request and just start a new order, they said the early termination fee would apply of $150. I informed them that I thought I had a 10 day money back guarantee if I was unhappy with service, and I was informed that since I had an account with Green Mountain a couple years ago, that the 10 days did not apply to me. Which makes no sense to me. Why penalize a returning customer? Therefore I am having to pay for 2 days of electricity for a home that I do not own, while the current owner moves out for the next 2 days. I was not allowed to pick my start date, nor was it confirmed with me, nor was discontinuing existing service confirmed with the current owner (who also had a Green Mountain account). Ridiculous.

Desired Settlement: I would like the electricity used for today, November 7th, not to be charged to my account.

Business Response:

Dear Better Business Bureau,
After researching the complaint we have concluded the following. *** ******* submitted an order on line order for address **** ******* ** *********** ** ********** for a new move in to start 07 Nov 13.  The on line enrollment requires the customer to type in or select from a drop down menu, the date for the desired move in. The system does not select the date. By placing the order for service to begin on this date the customer authorized services to begin at the above service address in her name.
The customer called on 11/7/2013 after the move in completed to change the date of the move in. The customer was informed that it is too late to change the date after the services began in her name. Green Mountain Energy requires at least three business days to change the date of a move in.
As a courtesy, Green Mountain Energy can credit the customer for the usage on November 7, 2013, once the account has been invoiced with these charges.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the information they provided as far as the details of the dispute are horridly inaccurate, however the resolution is satisfactory to me.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** Important******** This is the 2nd time this has occurred. October 14th 2013 i called green mountain energy regarding a extension if the at the time past due of $194.71. I spoke with a young lady that evening who advised me to make a $50.00 payment towards my account and the remaining balance would be due 10/25/2013, That night i went to a bill payment center and made the payment as instructed. On the afternoon of 10/15/2013 my electricity was disconnected, i immediately contact green mountain energy regarding the issue. I first spoke with ****** who not only failed to read my notes and provided inaccurate information, but when i advised him if he continues to Deny me to speak with a supervisor i would be forced to file a complaint on him, he responded sarcastically saying " That's Fine" So for the fourth time i asked to speak with a supervisor. I was then connected to " *******" who reviewed the account and advised me the agent i had spoken with on 10/14/2013 did not enter the notes according to what i was advised was , I then asked her to schedule a call back for a supervisor; which i spoke with a supervisor who advised me on 10/18 the request was never entered into the system,and i would have Not received a call back from a supervisor . Therefore i made the payment according to the verbal agreement made, and she failed to notate the system properly to avoid a disconnection. On 10/16/2013 my services were disconnected due to neglecting vital information. The same exact incident occurred exactly two months ago, when i phoned in specifically speaking with a supervisor, who " Notate" the account after taking a payment over the phone, only to find out No extension was given! at that time my services was again disconnected. I was advised the manager simply forgot to enter the notes to avoid disconnection to my services, and no guarantee my services would be connected the same day with it being 55 degrees outside . I have a 4 year old that had to sit in a cold home until services were restored. This could have been avoided on both occasions, if the agent would have taken their time to used common curtsy, and great customer service tactics.

Desired Settlement: Due to the 2nd time this event has happened, I am more than sure this inst the first occasion this has happened to their customers. I have kept GME in the loop; due to my recent layoff, and with that being enough stress on its on, i want to be able to assure the information being given down to me is accurate, and reliable. I deserve some type of credit to my account for the continues stress occurring in what seems like every other month.

Business Response: Dear Better Business Bureau

Green Mountain Energy Company apologizes for *** ********'s cusomter service experience.  I will apply a $60.00 bill credit, if *** ******** considers the issue resolved.   We appreciate *** ********'s continued service and if you have any other questions, please let me know.

Sincerely,

**** *** *** ********** *******
Green Mountain Energy Company

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have discontinued my Electric service with this company since Dec 2011. I am waiting for my deposit refund since that date. I tried contacting them many times and they replied each time that they are going to send me my check to my new address. But still I have not received any checks from them. Service address was: **** *** **** **** **** ******** ** *****

Desired Settlement: I want them to refund me with my remaining money of the paid deposit. I also want them to reimburse me of the inconvenience and waste of time of sending, calling and filing claims for what they had promised to do it with any issues.

Business Response: Dear Better Business Bureau,

Green Mountain Energy Company ("GMEC") has attmepted to send a refund check in 3 previous separate occasions.  Each time, the check was returned by the post office.  Again, we have sent a refund check for $73.01 to Mr. ********** via Fed Ex overnight with tracking no. to **** ************ *** # ***, ************* ** *****.  It is ultimately Mr. **********'s responiblity to make sure his mailig address is updated with GMEC.  Nonethless a refund check was sent yesterday and he will recieve it today.  No further actions will be taken.  GMEC considers the issue resolved.  IF you have any other questions, please let me know.

Sincerely,

**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have requested to stop services through green mountain energy web site on June 22 to stop on June 24, Unfortunately I don't know what happen but my request was not considered and they never stopped the services, after 3 weeks I checked with green mountain to get confirmation they told it was never disconnected and asked me to disconnect it now so I need it on July 11th. In between June 24th and July 11th some one has used the electricity which I am not aware but green mountain had charged me, which I noticed in July bill. This issue was never resolved and today I paid the bill because when I talked with customer service they told me that If I wont pay they will send it to collections and will effect my credit history so I paid forcefully.

Desired Settlement: Billing Adjustment

Business Response: Dear Better Business Bureau:
 
 
After researching this complaint we have concluded the following:  *** ********** signed up and was served by Green Mountain Energy Company (“GMEC”) at ***** ***** *** **** ***** ******** ** ***** from 8/10/2012 to 7/11/2013.  Our records do not indicate *** ********** contacting GMEC to advise us to cancel service at ***** ***** *** **** **** due to moving to another address.
 
GMEC regrets any inconvenience or confusion these proceedings may have caused *** **********.  GMEC (or any other utility company) is not in position to determine if a resident moved into a different service address and when to have the previous service address cancelled or moved out, without proper notification by the customer.  GMEC cannot simply assume to cancel service at a previous address if new service is established at another service address.  Electricity customers can have multiple electricity services since they may reside in more than one service address.    Ultimately, it is *** ********** responsibility to make sure his electricity service is cancelled in a timely manner if they do not move in or no longer reside at a particular service address. *** ********** has not provided GMEC any evidence of a request for a move out.  Also, please note, the option to cancel or request a move out of a service address is not an option available online through our website.  Customers must call GMEC and speak to a customer service representative directly to request a move out of a service address.
 
GMEC has reviewed the charges and they are valid for the service period from 8/10/2013 to 7/11/2013.  No reimbursements are necessary at this time.   *** **********’s GEMC account is closed with a $0.00 balance with no further actions. If you have any further questions please feel free to contact me.
 
 
Sincerely,
 
 
**** ***
****** ********** *******, Regulatory Compliance
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 10, 2013 my electric service with the accused company was disconnected without my consent or knowledge. I pay my bill as I am required. I came home from work on September 5, and I received a notice from the leasing office that they have been paying my electric bill since July 10th, and I owe them an outstanding balance of 107.00. The also noted that my service with their provider would be disconnected by September 10, 2013. I called and spoke to the leasing office and stated that they received a bill from their electric provider that my apartment was using their service, and a balance of 107.00 was due to ****** ******. I then proceeded to call my electric company and spoke to one of their representatives who advised me that the service was disconnected as a move out and that he did not know who ordered this disconnection. He said that he would submit a "Trouble Ticket" to his Supervisors for review. He also advised that it would be best that I pay the amount that the leasing office was requesting since they were providing service for my apartment. I did this, I paid the amount of 107.00 to the leasing office on a money order to the ******* ******* named *****. When I called back on Friday the 6th to check on the status of the reinstatement of my account and receive better answers on the amount that had been paying up until August 16th, I was eluded and given the number to *********** to contact for more information on the disconnection. *********** informed me that the service was disconnected in fact by green mountain energy as a move out, and this was the only information available to be provided. When I called Green mountain back and spoke to the supervisor she advised me that my service ticket has a rush on it, and to call back on money to verify that my service was restored. After calling them Monday the representative that I spoke with informed me that they "Were Trying to RESTORE Service". Service was restored and today when I logged onto green mountains website to check my information I saw to my dismay that they are billing me for an amount of 264.77, at which time I called and spoke to ******* who could not properly answer my questions so she transferred me to her supervisor ********, who stated that if I have the bill from the leasing office in front of me that we can go over it point by point. He said that the amount that I paid the leasing office was not the amount that they were saying I owed and that *********** would never bill two different companies in error for the same time period. He stated that an amount of 120.10 was owed for the dates of July 11-31, 2013 (If I do not have service with them how is this possible?), and that an amount of 144.67 for the dates of August 1-29, 2013 was due. My balance with their company as of August 16, 2013 was zero. I paid them up until that date. What was the money that I was paying for going towards? An alleged disconnection that they state that they did not order that someone must have stated that this was probably an error due to someone new moving and listing my apartment as theirs? I do have names and documentation of who I spoke with, and it can and will be provided.

Desired Settlement: I would like green mountain to drop the past due amount of 120.10, and explain in depth the amount of 144.67. At which time I want itemized proof of who disconnected my service, what my money was going towards after they disconnected my service (This includes whether or not they were fees for disconnect, which I believe they were), and I want them to make an adjustment.

Business Response: Dear Better Business Bureau,

After reviewing the complaint Green Mountain Energy Company (“GMEC”) has concluded the following:  On 7/8/2013, GMEC received a validated switch request for the service address at *** ******** *** **** ***** ****** ** *****.  Based on the complaint information, the apartment management may have inadvertently switched *** *****’s electricity service into the apartment management’s name with their service provider, ****** ******. This can occur at times when the property management provides the wrong apartment number to switch the electricity service for a vacated apartment into their name.  When they received a bill for the electricity service for a non-vacant apartment the bill, it was then forward to *** ***** for payment.  Please note, GMEC (or any electricity service provider for that matter) is not in position to determine the requested validated switch was authorized by the current resident or not.

On 9/10/2013, when *** ***** contacted GMEC in regards to her service, she was advised that service had been switched away from GMEC on 7/9/2013.  As per her request, GMEC submitted a requested to regain her service and return her electricity service back with GMEC retroactively from the date of the switch, 7/11/2013.  As a result, the meter readings were reversed away from the other provider, ****** ****** back into *** *****’s name at 100 Lakeview Dr. Apt. 1210.  This transaction was completed on 9/16/2013 and she was billed for the service period from 7/11/2013 to 7/31/2013 for 888kWh for $120.10.  Since the meter readings from 7/11/13-7/31/13 were reversed back to GMEC and if *** ***** paid her apartment management, *** ***** should follow up with her apartment management since she is due a refund for any payments made to them and since the meter readings were sent to GMEC from her transmission utility, ***********, for billing.

In regards to her second bill on 9/16/2013 for $144.67, that bill covered the service period from 8/1/2013 to 8/29/2013 for 1083 kWh and is considered valid.  Attached is her account history as a reference.  Records indicate *** ***** has cancelled her service with GMEC as of 9/23/2013.

In conclusion, we apologize for any inconvenience *** ***** may have experienced.   Nonetheless GMEC did receive a valid switch request on 7/8/2013 and GMEC was able to regain her service retroactively from the date of the switch.   *** *****’s GMEC charges are valid based on the meter readings submitted (by her transmission and utility company, ***********) to GMEC for billing. 

However, to assist in resolving the matter, I will waive the charges billed from 7/11/2013 to 7/31/2013 for 888 kWh for $120.10 if *** ***** considers the issue resolved.  *** ***** will still be responsible for the remaining balance for the electricity service provided through 9/23/2013.  If you have any further questions, please let me know.


Sincerely,
 

**** *** *** ********** ******* Green Mountain Energy Company

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

I am rejecting this response because: It is inaccurate. The information submitted by the company was incorrect. I was told by their representative that the service was disconnected by them because a disconnection was requested by someone and they did not know who. I told them that I was unaware of this change. The representative that I talked also informed me that their company would pick up any charges that had accrued by the Leasing offices management, and that I would be better off paying the leasing office directly instead of waiting for GMEC to pick up the bill. I said this was fine, and that is exactly what I did. I paid the leasing office 107.00 for the disconnection that took place on 07/10/2013 (Not 07/11/2013).GMEC did not reconnect my service again until 09/11/2013. They are saying that I have to pay them for the amount that I have already paid the leasing office, and the amount that they are saying that I owe is inaccurate. I would be more than happy to provide names and dates of their representatives that I spoke to, and if necessary I would like for the call recordings to be subpoenaed.

Regards,

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

Business Response: Dear Better Business Bureau,

We're sorry we cannot come to agreement.  However, our original response and position in regards to the issue remains the same and the offer to resolve the issue was more than reasonable.  *** ***** will need to contact our customer service deaprtment at ************** for any additional information requests.  If you have any further questions, please let me know.

Sincerely,


**** *** *** ********** *******
Green Mountain Energy Company

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and I will accept their offer to resolve. I will not have any further contact with Green Mountain Energy in regards to this matter or any future matters, unless it is to make a payment for the 268.00 that they claim is owed, and I firmly ask they do the same. Thank you.  

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well on 08/28/2013 a sales Representative came to my door and informed me how they can save me money on my electric bill with *** ** . Then asked to make a call because of Company policy he had to make the call from my phone so I had let him use my phone (******* *******) the sales representative that came to my door. We he made the call from my ****** after he walked off and away with my phone. I had called that phone 3 times from my house phone and he would not Answer it the guy Stolen my phone so I called ************** and Complained to the company and stated I want my phone back and I canceled the Agreement. They said it was Company policy for there representative to use the phone well was it there policy to keep the phone to? I also called **** and informed them my phone was taken they had turned it off but my Insurance send me a replacement but I had to pay Deductible I am out my phone and 150 cash because of this and I am 72 years old and I am on a fixed income and just lost my wife and now this guy Steals my cell phone. How is that saving me money...

Desired Settlement: For them to Refund the money I had to put out of Pocket for me to replace the phone that there sales Representative had Stolen, and Change their policy that they have to use the Consumers phone to call there Company so this can ever happen to anyone again. Also send me a cancel of contract Letter with no Liabilities and most of all Fire the sales Representative that had taken my phone.

Business Response: Dear Better Business Bureau,

Green Mountain Energy Company (“GMEC”) interviewed the sales representative in regards to the incident at the time of the enrollment once the incident was reported and GMEC became aware of the issue prior to the BBB complaint. The sales representative states he completed the sale with *** ******* and handed the phone back to the *** *******. The sales representative states the customer then went back in to the residence immediately and did not wait to receive his enrollment paperwork. The agent knocked on the door again and handed the customer his sales copy and other GMEC service paperwork– noting that the customer did not have his cell phone in hand when he re-opened the door to receive his paperwork.

Once the issue of the *** *******’s missing phone arose, the sales representative stated he confirmed with *** ******* that he did not have his cell phone and offered his assistance to locate the phone. The sales representative stated the customer had him call the cell phone multiple times as the customer attempted to locate the phone inside the residence. The customer was unable to find it and told the sales representative he would report the issue.

Once the issue was reported to us, a GMEC manager contacted and spoke to *** ******* on 8.29.13 to establish resolution in regards to his missing phone. GMEC was unable to obtain any additional information to compare customer’s versions of events with the sales representative. *** ******* had contacted his phone carrier (****) to deactivate the phone and wanted GMEC to locate the phone. We suggested to the customer to contact his phone carrier to reactivate the phone and for additional assistance on locating the phone as GMEC has no ability to ‘geolocate’ a cell phone and would be limited in our ability to track and recover an inactive cell phone. The GMEC manager and customer agreed to settle the issue without further action. GMEC agreed to have enrollment order cancelled and *** ******* stated he had no interest in pushing the issue further. The GMEC ******* exchanged contact information with *** ******* so customer could get in contact directly with the manager if there were any additional assistance in locating his cell phone.

In conclusion, GMEC contacted *** ******* to attempt to assist him in locating his phone, but declined further action at this time.  GMEC provided *** ******* several opportunities to assist in resolving the matter.  If *** ******* would like to provide any additional information in regards to incident, he can contact us at ###-###-#### or contact the GMEC ******* *** ******* previously spoke to directly and we would be happy to assist him. GMEC takes incidents like these very seriously, however, at this time, GMEC was unable to find any evidence of theft or wrongdoing during the sales process by the sales representative.    If you have any other questions please feel free to contact me.


Sincerely,

 
**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My bills have been under 130 dollars. I get a bill today for 876.08. I dont have the money to been paying that much for electricity. I dont even know who this company is. I got a contract with reliant energy. I have no clue as to how this company got my service. l am fed up with this and its causing me stress. We are a couple with no kids...and we are paying more than a family of 6.. This is ridiculous...i dont work to pay give all my earnings to this company. I work out of town and hardly ever home...wife dont even use electricity...how can 2 ppl consume so much I dont know...unless this company is doing a scam.... I was even unaware that we were month to month basis since I signed a 12 month contract with reliant not them. My wife didnt even know this was not reliant. Now they are saying they took it up themselves and swapped me from reliant to their company...

Desired Settlement: either they adjust our bill to their lowest rate, or ill have to get the VA dept to get me help with a lawyer to see what can we do with this company.

Business Response:  
Dear Better Business Bureau,
 
After researching this complaint GMEC has concluded the following:  Our records indicate that on 7/17/2012 at 4:03 p.m., Green Mountain Energy Company (“GMEC”) received a valid online sign up request from *** ***** for GMEC electricity services through GMEC’s website at www.greenmountain.com.  The online authorization for residential electricity service and terms were agreed to and dated by *** ***** for service at **** **** ****** ****** ***** ***** ** **********.  *** ***** supplied his social security number and date of birth as verification authorizing the switch.  Attached is a copy of the online authorization for your reference.  In addition, an enrollment confirmation email was sent to *** ***** email address at ********************* .  Also, on 7/24/2013 a welcome kit was sent to his address of record which included his Terms of Service and Electricity Facts Label sent after his enrollment.    As a result, *** *****’s electricity service with GMEC began on 7/23/2013 (his requested start date).  *** ***** had enrolled in a month to month variable rate plan. 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 at the time of enrollment.  The benefits of a variable rate plan are customer are not locked into a long term contract and can switch without penalty at anytime as long has their account is in good standing.
 
*** *****’s local transmission and distribution service provider (“TDSP”) is *********** ******.  *********** ****** is *** *****’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *****’s accurate meter reads to Green Mountain Energy Company (“GMEC”) for billing.  *********** ****** and GMEC are two completely separate entities and *** ***** would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed *** ***** based on meter reads provided by *********** ******.  Attached is *** *****’s meter readings and account history as a reference. 
 
*** *****’s high bills were a result of high electricity consumption in recent months GMEC sympathizes with *** *****’s position regarding high meter reads which resulted in high electricity bills at his service address.  However, GMEC cannot be responsible for any energy inefficiencies *** ***** may be experiencing at his residence.  Also, the electric meter at *** *****’s residence maintains an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read incorrectly too high or too low in any given month, the meter reads should adjust with the next field obtained reading.
 
GMEC apologizes for any miscommunication or confusion *** ***** may have experienced at the time of his online enrollment.  In conclusion, GMEC maintains that a valid enrollment was received for this account based on the online sign up information provided by *** *****.  In addition a confirmation email and welcome kit was sent to *** *****.  *** ***** is responsible for his enrollment and as a result, is responsible for the charges for electricity usage with GMEC.  Records indicate *** ***** contacted GMEC on 8/7/2013 and established a deferred payment plan for his past due balance, therefore is account is in satisfactory standing..   If you have any questions or need any additional information, please do not hesitate to contact me.
 
 
 
Sincerely,
 
 
 
**** ***
****** ********** ********, Regulatory Compliance
Green Mountain Energy Company
***** ******** Fax
 

Business Response: Date Sent: 9/24/2013 12:49:19 PM
After reviewing *** *****’s Better Business Bureau complaint, Green Mountain has determined the following:
 
Our records indicate that on 7/17/2012 at 4:03 p.m., Green Mountain Energy Company (“GMEC”) received a valid online sign up request from *** ***** for GMEC electricity services through GMEC’s website at www.greenmountain.com.  The online authorization for residential electricity service and terms were agreed to and dated by *** ***** for service at **** **** ****** ****** ***** ***** ** **********.  *** ***** supplied his social security number and date of birth as verification authorizing the switch.  As a result, *** *****’s electricity service with GMEC began on 7/23/2012 (his requested start date).  *** ***** had enrolled in a month to month variable rate plan. 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 at the time of enrollment.  The benefits of a variable rate plan are customer are not locked into a long term contract and can switch without penalty at anytime as long has their account is in good standing.  At the time of his initial enrollment, *** ***** did not sign up on a contracted rate.  *** ***** enrolled in a month to month rate plan, therefore, *** ***** was not locked in a contract.   Therefore there was no contract expiration or expiration notification and *** ***** could cancel at any time.
 
However, records indicate *** ***** contacted GMEC on 8/7/2013 to request a deferred payment on his $532.71 past due balance.  GMEC does require a minimum initial payment on the delinquent balance to establish a deferred payment plan.   *** ***** stated she would make the initial minimum payment of $202.71 and would pay the remaining balance in five (5) equal installments of $66.00 due before each month’s billing due date.  *** ***** was advised that the payment terms were in addition to his regular monthly billing charges.  Also, *** ***** was advised by entering into the agreement, he understood that GMEC would put a switch-hold on his account which meant that he will not be able to buy electricity from other electricity provider until payment this past due amount was paid. The switch-hold would be removed after the final payment on the agreed terms of payment of past due amount was processed.  While a switch-hold is applied, if *** ***** was disconnected for not paying, she would need to pay Green Mountain Energy Company to have her electricity service restored.  *** ***** did make the initial installment of $202.71. On 8/31/2013, however, failed to make the next payment of $66.00 plus his regular monthly billing charges on the agreed deferred payment plan by the next billing due date on 8/31/2013.  As result, the deferred payment plan was cancelled on 9/1/2013 and a switch-hold was placed for the remaining balance of the agreed deferred payment plan of $328.91. 
 
Please note, since *** ***** failed his 2nd deferred payment plan due to not meeting the payment installment obligations of the plan within the past 12 months, *** ***** did not qualify for another deferred payment plan for another 60 days and the full outstanding balance of became due.  On 9/4/2013, *** ***** did make a payment of $328.91 and as a result the switch-hold was removed due to *** ***** paying off his deferred payment plan of $532.71, again, allowing his to switch providers.
 
Also on 8/7/2013, *** ***** chose to enroll in a new contacted rate plan with Green Mountain Energy Company.  *** ***** enrolled in the Green Mountain Energy Pollution Free 6-Month Fixed Rate Plan at 9.8449 cents/kWh with a $5.95 monthly service charge subject to a $150.00 early termination fee.  The rate change can be confirmed by the call recording on file.  Service with the new rate began on 8/14/2013 and expiries on 2/14/2014.  *** *****, will be notified by mail 45 days prior to the contract expiration.
 
As stated in *** *****’s previous complaint, *** *****’s local transmission and distribution service provider (“TDSP”) is *********** ******.  *********** ****** is *** *****’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *****’s accurate meter reads to Green Mountain Energy Company (“GMEC”) for billing.  *********** ****** and GMEC are two completely separate entities and *** ***** would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed *** ***** based on meter reads provided by *********** ******.  Attached is *** *****’s account history as a reference.  
 
Again, *** *****’s high bills were a result of high electricity consumption in recent months GMEC sympathizes with *** *****’s position regarding high meter reads which resulted in high electricity bills at his service address.  However, GMEC cannot be responsible for any energy inefficiencies *** ***** may be experiencing at his residence.  Also, the electric meter at *** *****’s residence maintains an accumulative measurement of kilowatt-hours consumed.  If a meter is inadvertently read incorrectly too high or too low in any given month, the meter reads should adjust with the next field obtained reading.
 
GMEC regrets any inconvenience *** ***** may have experienced, however, after reviewing *** *****’s complaint, GMEC acted appropriately on his account as per his requests and advised him of the terms of his service with GMEC.  Also, no adjustments are necessary.  All charges were billed based on his agreed to rate plan and electricity consumption.   If you have any question, please feel free to contact me.
 
Sincerely,
 
 
**** ***
*** ********** ******* 
Green Mountain Energy Company

Consumer Response: I placed a complaint about this company already once before regarding my bill. Try to cancel and they responded stating that I am forced against my own will to stay with this company unless I pay their high bill; which no one contacted us to inform us that our contract had terminated. I would of figure one of their unprofessional staff members would of contacted us to try and convince us to continue with their service. instead I get 3 months of emotional distress having to deal with very rude unprofessional customer service and their supervisors too. I was told to be quiet so they could explain. so at that moment I told the supervisor that I do not wish to talk to her. Im loosing sleep and over stressing trying figure out how can I pay so much of electricity if its only me and the wife and we are hardly ever home. unless this company does a complete 360 on their rude staff and false advertisements. I do not wish to be part of their service until they can gain my trust and business with a better service. On aug 7 after they told me that I could not cancel and straight up indirectly force me to sign another contract at 9.3 kwh, which they promise that my bill will be a lot less cheaper was all a lie. Now they are telling me that the contract will not take effect till the next cycle which it ends in October. How can they falsely advertise.TranslateDesired Settlementadjust my bill and compensation for the stress and the fear its company place on me and family. If I have no response in the next week or so I will be getting a lawyer and placing a lawsuit.
Desired Settlement: Billing Adjustment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Copy of complaint sent to Green Moutain: I only applied for electric service on 8/6 to be started up in my new apartment on 10/1. My move in dated is 10/8 and there is currently another resident that lives at apt #** There should have been no reason to start service and billing immediately at that address since I will not be living there for another 1 ½ months. I am NOT to be billed under any circumstances until 10/1. This is extremely unsettling and unprofessional for a new resident moving to the city of Carrollton to have this happen. I haven’t even signed my new apartment lease agreement. I simply was trying to find out if your company offered service in the area I would be

Desired Settlement: Would like my service to start on time, on the requested date of 10/1 and not be billed for time I didn't live there, hadn't moved in yet and someone else had this apartment as a residence. They are trying to bill me from the date I "applied" for service 8/6 through today 8/16.

Business Response: Dear Better Business Bureau,

Ms. ******* will not be billed for service until 10/1/2013 for her new move in at her service address for electricty service.  Her accoount has noted accordingly.  If she has any further questions, she can contact a customer service representative at 1-************ if she has anyfurther questions.  If you have anyother question, pease feel fre to contact me.

Sincerely,

**** ***
Sr. Regulatory Anlayst
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am very upset with Green Mountain Energy customer service. I am currently being harassed by Green Mountain representatives via telephone. I receive at least 2 phone calls a day from Green Mountain (even on Saturdays!). It has caused problems at my workplace and problems in my personal life. I told the representatives not to call me, especially not at work and all I receive in response is an argument. I feel incredibly disrespected. I recently moved to a new apartment in Philadelphia and was solicited by Green Mountain Energy to switch to your service. As an environmentally conscious person, I was already planning on making the switch and so I happily obliged the representative and gave my contact information to him (name, address, email and phone number). Having only just moved and set up my utilities, I did not have any account information to provide him and told him I would not have this information until I receive my first bill. The representative assured me this was no problem. He told me I could expect to receive an email from Green Mountain prompting me to finish the sign-up process. Once I had my bill, he said I could simply complete the switch online. Since I received the initial email from Green Mountain a few weeks ago, I have been harassed daily by Green Mountain with phone calls and voice mail messages demanding my current account information. When I say that I am waiting to receive my bill and prefer to complete the switch online so that it does not interfere with my work, I am met with dissent by Green Mountain representatives. This is all very frustrating because I was completely on-board with Green Mountain and the Green Mountain mission (in fact, I am a previous customer). But now I am reconsidering. I feel that Green Mountain has abused my customer confidentiality and invaded my privacy. Since I cannot seem to get my wishes for privacy through to Green Mountain representatives, I am now formally requesting you to stop calling me.

Desired Settlement: Stop contacting me and reconsider your customer service strategies. I was an enthusiastic potential customer until I started getting harassed.

Business Response: Dear Better Business Bureau,

Ms. ******** has been placed on the "Do Not Call List."  We regret that Ms. ********** initial experience with Green Mountain Energy Company ("GMEC") was a negative one.  We appreciate Ms. ******** bringing this incident to our attention.  If Ms. ******** is interested in enrolling with GMEC in the future, has any questions about GMEC, or wants more information, she may contact Green Mountain Customer Care at 1-************.  Our Customer Care team is available from Monday – Friday, 8:00 a.m. to 7:00p.m., Eastern Standard Time.  IF you have any further questions, please feel free to contact me.

Sincerely,


**** ***
Sr. Regulatory Analyst
Green Mountan Energy Company
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain Energy sends a letter of past due charges that are due by a certain date to prevent disconnection. When customers call by that date with the available funds that were requested in the letter to make their payment, the amount the company then says is due to prevent disconnection is different than what they sent in the letter. Green Mountain Energy does not honor the amount sent in the letter by that date. The customer doesn't find out about the additional charges until they call to make the payment for the amount stated in the letter.

Desired Settlement: Green Mountain should honor the amount in the letter through the date stated in the letter to stop disconnection.

Business Response: Dear Better Business Bureau
 
 
On 8/13/2013, Green Mountain Energy Company (“GMEC”) sent a disconnection due to nonpayment notice to Ms. ******’ mailing address on record, which is the same address as her billing address.  This was Ms. ******’ 3rd disconnect notice within the past 12 months.  At the time of the disconnect notice being sent, Ms. ****** had a past due balance of $183.69  No mail was returned due to being undeliverable and GMEC cannot be responsible for any postal issues Ms. ****** may have experienced in not receiving her notice.  The notice was sent to Ms. ******’ billing address on record which is confirmed to be correct.  As stated in the notice, if GMEC did not receive full payment of all past-due charges of $183.69 by 8/27/2013, her electric service could be disconnected.  Attached is Ms. ******’ 8/13/2013 notice as a reference. 
 
As stated in the disconnect notice, “If your service is disconnected for nonpayment, you will be required to make full payment to Green Mountain of all amounts then due to Green Mountain on your account (including all applicable fees and charges), or enter into a deferred payment agreement if you are eligible, before power is restored.”
 
Therefore, if additional charges become past due, then the full past due amount needs to be paid to have service restored if her service was disconnected due to nonpayment.  On 8/26/2013 Ms. ****** had a total past due balance of $386.36 due to additional charges becoming past due. Ms. ****** only needed to pay $183.69 by 8/27/2013 to prevent disconnection. However, after 8/27/13, she would need to pay to full past due amount to have service restored.  It is unclear where Ms. ****** may have experienced the miscommunication.  Nonetheless, Ms. ****** was able to set up a deferred payment for her past due balance to prevent disconnection.  A deferred payment plan can only be established on the full past due balance and not just the disconnect notice amount.  GMEC has reviewed the account and has determined GMEC acted appropriately on her past due balance.   If you have any questions or need any additional information please do not hesitate to contact me. 
 
 
Sincerely,
 
 
 
**** ***
Senior Regulatory Analyst, Regulatory Compliance
Green Mountain Energy Company
                                   

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

I am rejecting this response because:  They are not addressing the issue that they send notices with one amount and then they may require a different amount on the last day stated in the letter for the consumer to call to make their payment.  In August I was able to setup payment arrangements--I 'proactively' called BEFORE the date in the letter.  And that is because the time before that when they sent a letter THEY DID NOT HONOR the amount stated I could pay on that latest day to prevent disconnection.  I PAID MORE when I called on the last day stated in the letter-THEY REQUIRED ME TO PAY MORE THAN WHAT WAS IN THE LETTER the time before 8/26.  They are not addressing their sore level of integrity on the issue at hand.  If you send a letter, honor the letter.  GREEN MOUNTAIN IS LUCKY I PAID THEM ON THE 26TH!!!

Regards,

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

Business Response: Dear Better Business Bureau,

It is unfortunate that Green Moountain Energy Company ("GMEC") cannot come to an agreement with Ms. ****** and I do apologize for her experience with GMEC.   I sympathize with her frustration, however, GMEC's position in the matter remains the same as in our previous response.  If there is any further assistance that we can provide Ms. ******, she can contact GMEC at 1-************.  If you have any further questions, please feel free to contact me.

Sincrely,


**** ***
Sr. Regulatory Analyst
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 04/12/13 ME AND MY HUSBAND MOVED TO A NEW APARTMENT, MY APARTMENTS GAVE US THE WRONG APARTMENT NUMBER SO ALL OF MY BILLS WERE SET UP AT A DIFFERENT APARTMENT. ON 04/15/13 I CALLED GREEN MOUNTAIN ENERGY AND INFORMED THEM OF THE SITUATION THE SAID ITS ALRIGHT MAME WE WILL FIX THE ISSUE SO WILL HAVE ELECTRICTY IN YOUR CORRECT APARTMENT. 06/01/13 COMES AROUND AND I RECIEVE A BILL FROM MY APARTMENTS FOR ELECTRICITY, I CONTACT GREEN MOUNTAIN AND FOUND OUT MY SERVICE WAS DISCONNECTED BEACUSE THEY DID NOT HAVE THE CORRECT SERVICE ADDRESS ON FILE THEY ONLY CHANGED THE BILLING ADDRESS. ON 06/01 I WAS ON THE PHONE WITH GREEN MOUNTAIN FOR 3 HOURS TO GET THIS SITUATION RESOLVED AS FAR AS GETTING MY ELECTRICITY TURNED BACK THEY SAID AGAIN THEY FIXED THE ISSUE AND MY ELECTRITY WILL BE ON TODAY (06/01). 08/14 I RECIEVED THE BILL FROM GREEN MOUNTAIN AND THE AMOUNT WAS ONLY $35 I CONTACTED THEM TO FIN OUT WHY BILL WAS SO LOW FOR I SHOULD HAVE BEEN CHARGE FOR 2 MONTHS THE FIRST SUPERVISOR I SPOKE TO SAID IT HAS TO DO WHEN THEY READ THE METER I SAID OK BUT I DONT WANT TO BECHARGED FROM APARTMENTS AGAIN FOR NOT HAVING ELECTRITY HE SAID MAME YOUR SERVICE IS THROUGH US YOU WILL NOT RECIEVE A BILL FROM THEM. 08/28 I RECIVED A BILL FROM MY APARTMENTS AGAIN $200 FOR ELECTRICTY WHEN I AM SUPPOSED TO HAVE ELECTRICITY THROUGH GREEN MOUNTAIN. I CALLED THEM 08/28 AND ASKED MULTIPLE TIMES WHY I DID NOT HAVE ELECTRICY IN THE MONTH OF JUNE AND THEY SAID THEY WERE PUTTING IN A DISPUTE FOR MY BILL. THEY CALLED ME BACK 08/29 AND LEFT MESSAGE I WAS AT WORK SO I CALLED THEM BACK AFTER WORK. I SPOKE TO A SUPERVISOR AND SHE INFORMED ME THEY DID NOT ESCALADE THE ORIGINAL ISSUE CORRECTLY SHE SAID WHE I CALLED ON 04/15 TO GIVE THEM THEM THE CORRECT ADDRESS THE REP WAS SUPPOSED TO ROUTE THE CALL TO THE ERS DEPT FOR CORRECTION ON SERVICE ADDRESS. SHE SAID SHE SENT MY ACCT TO UPPER MANAGEMENT FOR REVIEW. 08/30 THEY CALLED ME AND INFORMED ME THEY REVIEWED THE CALL FORM 04/15 AND SAID THE REP DID NOT VERIFY MY ADDRESS CORRECTLY THEY DID NOT SAY THE APARTMENT NUMBER. THE REP I WAS SPEAKING TO SAID SHE APOLOGIZES BUT I AM RESPONSIBLE FOR THE CHARGES THE APARTMENTS ARE CHARGING ME FOR ELECTRICITY WHEN THIS WHOLE PROBLEM IS NOT MY FAULT IT IS GREEN MOUNTAIN ENERGY FOR NOT RUNNING THEIR BUSINESS CORRECT I HAVE BEEN A CUSTOMER WITH THEM FOR YEARS AND HAVE NEVER HAD A PROBLEM TILL NOW AND COSTING ME TIME AND MONEY.

Desired Settlement: THEY SHOULD BE RESPONSIBLE FOR THE $200 ELECTRIC CHARGES I AM BEING CHARGED THROUGH MY APARTMENTS, FOR THIS IS THEIR MISTAKE. THEY DID NOT FIX THE PROBLEM IN THE FIRST PLACE.

Business Response: Dear Better Business Bureau,

After reviewing the complaint Green Mountain Company has determined the following:

On April 1, 2013, *** ****** contacted Green Mountain Energy Company (“GMEC”) to transfer her electricity service from **** ********** ***** **** ***** ******* ** ***** to a new address at **** ******** *** **** ***** ***** ******** ****** ** *****.  As per her request, electricity service at **** ********** ***** **** **** was cancelled on 4/14/2013 and electricity service at **** ******** *** **** **** began on 4/12/2013.

Records indicate on April 15, 2013 *** ****** contacted a customer service representative to advise of an address change to a new address.  *** ****** requested service for **** ******** *** **** ***** ***** ******** ****** ** *****.  As a result, the mailing address was updated and the customer service representative transferred her to an enrollment specialist to have service at **** ******** *** **** **** signed up.  Unfortunately, there are no records indicating or confirming an enrollment at **** ******** *** **** **** was completed.  On April 16, 2013, *** ****** contacted GMEC to check the status of her enrollment with a customer service representative.   The representative mistakenly looked at the updated mailing address believing GMEC service was active **** ******** *** **** ****, however, service was not signed up and no service was active with GMEC under *** ******’s name.  As a result, service remained under the apartment management name and electricity service provider which did cause *** ****** to receive an electricity bill for their electricity consumption.

On July 1, 2013, *** ****** contacted GMEC to advise us of the enrollment issue.   Once we became aware of the problem, GMEC completed an enrollment for **** ******** *** **** **** and service began with GMEC under *** ******’s name on 7/1/2013.  In regards to the electricity service at **** ******** *** **** ****, the address was served from 4/12/2013 to 4/24/2013 and all charges were removed and credited.

After reviewing *** ******’s case and although the circumstances are unfortunate, *** ****** would still be responsible for the electricity service rendered and consumed from 4/16/2013 to 7/1/2013 regardless if the service came through the apartment management or if the electricity service was actually with GMEC at that time.  Although we acknowledge an error was made by the customer service representative in advising *** ****** on 4/16/2013 her electricity service was at the time active at the new address, **** ******** *** **** ****, GMEC cannot justify fully reimbursing *** ****** for the electricity consumed by her and billed by her apartment for the service period from 4/16/2013 to 7/1/2013.  As a result, no reimbursements are necessary.

However, I do apologize for the inconvenience and the customer service experienced by ******.  As a result, I am willing to apply a one-time $100.00 bill credit on her GMEC account if *** ****** considers the issue as resolved.

If you have any other questions, please feel free to contact me.

Sincerely,

**** ***
*** ********** *******
Green Mountain Energy Company

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I mailed a bill that was due in what I thought was plenty of time to be processed. It took Green Mountain 9 days (some was agreeably mail delay) before my payment check was processed. I looked back on check clearing times for last 6 months which included 3,2,6,2 and 4 days which seems normal. I was assessed a late fee of $9.75 for what I believe was their internal delay of processing my payment (No holidays involved.). I spoke to a customer service rep and supervisor and was lectured twice about disconnect possibilities for making late payments. In fairness I have been made 2 late payments in the last year and a half, but in one case I never received the bill in the mail. I requested a waiver of the fee for being a loyal customer for over 10 years and former stock holder and was refused.

Desired Settlement: I would like a full refund of $9.75 or at least an acknowledgement of shared blame and partial refund of late fee.

Business Response: Dear Better Business Bureau,
 
After reviewing *** *******’s complaint, I have applied a $25.00 bill credit for any inconvenience he may have experienced.  We would like remind *** ******* there are other payment options available and he can contact a customer service representative at ************** to go over those payment options.  *** ******* is always welcome to make payment by mail, but just allow enough time for processing to prevent late fees from incurring.  Again we apologize for the inconvenience and for his customer service experience.  We truly appreciate *** *******’s continued service with Green Mountain Energy Company.  If you have any other questions, please feel free to contact me.
 
Sincerely,
 
 
**** ***
****** ********** *******, Regulatory Compliance
Green Mountain Energy Company

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 and appreciate their response in the matter. However, in the future, I would hope to think that mailing in a bill nine days prior to the due date should be an adequate amount of time to process it.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally signed up for a fixed rate reliable plan in August 2012 with a 12 month contract. However, Green Mountain Energy breached this contract without my authorization. I've contacted a representative by phone, and they gave me a refund for the month of June 2013. However, they did no reinstate my contract which is due to expire August 17, 2013 and refuse to do so. I'm planning on switching electricity providers once my contract expires. Also, i'm requesting to be credited $200 for a early termination fee since I assume the contract agreements are mutual.

Desired Settlement: Adjust rate on final bill to the fixed rate plan, credit me $200 for early termination fee.

Business Response: Dear Better Business Bureau,

Unfortunately, we are currently still working on resolving *** ******'s Green Mountain Energy Company account.  Plese note, we have also received *** ******'s complaint through the Public Utility Commission of Texas.  Once resolved within the next few days, we will respond accordingly to the BBB, PUCT, and direclty to the customer.  We apologize for the delay and apprecaite *** ******'s patience.  We will get back with him as soon as possible in regards to his rate plan dispute.

Sincerely,

**** ***
*** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because: We have not meet a resolution. I'm looking forward to what their future response will be

Regards,

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

Business Response: Dear Better Business Bureau,

Green Mountain Energy ("GMEC") has has applied an additional $75.00 bill credit based on the fixed rate plan *** ****** would have been on (tax included) on his final bill.  No further adjustments will be made. In regards to the early termination fee, GMEC did not terminate his services during the time *** ****** was with GMEC and has applied the necessary bill credits adjustments.  Nonetheless, terms of the early termination fee is not a mutual agreement and is covered in his terms of service.  Attached is the terms of service as a reference.  We apologize for any inconvenience *** ****** may have experienced.  If you have any other questions, pleae feel free to contact me.

Sincerely,

**** ***
*** ********** *******
Green Mountain Energy Compsny

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered into a contract for a 12 month energy plan with Green Mountain Energy as my ESCO for ConED. Stipulated in the contract was for Green Mountain to provide a Nest Thermostat within 30-60 days of May 8th in return for an $8 service charge/ month . The company has been unresponsive to my emails.

Desired Settlement: Refund

Business Response: Dear Better Business Bureau,

Green Mountain Energy Company ("GMEC") has made several attempts to contact *** ****** and have left messages to assist in resolving his problem.  *** ****** can contact a GMEC representative at ###-###-####, Monday - Friday, 8am - 7pm (Eastern) and we will be happy to assist him.  Also, *** ****** can provide a good contact number and time for GMEC to contact him.  If you have any other questions, please feel free to contact me.

Sincerely,


**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Extra fees, customer service reps giving wrong information and not documenting conversations. I paid my first bill with no complaints or problems.For my second bill, I had been laid off and had trouble paying it. When you are 2 weeks late,they send you a "Disconnect Notice" which is $20 plus additional late fees. I was able to find another job and pay my past due balance before I was shut off. I was still charged a "Disconnect Order" fee $25.00 and a "Reconnect Order" fee $15.00. (my service was never shut off)Just a few days after I paid my past due, I was sent another notice of disconnect, just because I made a payment doesn't mean they change your due date. So again, another $20 charge.Because my service was not actually shut off (previously mentioned), they offered me a $35 credit out of almost $90 in charges. (Gee thanks guys) I called a rep pleading my case and asked for an arrangement because I could not ever get caught up with their constant fees. I told her on a Friday that I could make the down payment on that Monday. She said OK,call then. Guess what? Service cut off on Monday, she never mentioned that you had to make a payment that day to get a payment arrangement. Green Mountains response? "Sorry, she told you wrong". Again, another $40 in fees for service disconnection. Rep on Monday said pay this amount and your service will be back on. Paid it an hour later, not on. Called back, supervisor said nope you have to pay more, the other rep told you wrong and didn't mark anything in your account. In Texas heat with two children the supervisor would not budge. Didn't believe me that the previous person told me a specific amount. I found the money and got power back on, but requested a review of the conversation. A couple weeks later I come across a voice mail from a supervisor. Was informed that I was right, the rep did tell me the wrong amount. Because of this, I went without electricity with children in summer heat scrambling for money. How did they rectify their mistake? Told me that they would give me a few extra days to pay my bill. The rep on the phone said he could credit me just $15. In addition, yesterday I received a disconnect notice another($20),they never entered me into a payment agreement for the remaining balance when I paid the last time (which they said they did)

Desired Settlement: I want my disconnect notice fee refunded ($20) and both my disconnect order and reconnect order fees refunded ($40) and out of my contract! Myself and children suffered in 100 degree weather with no power because of information not given and incorrectly given. There is hard proof Green Mountain gave me wrong information and they have already admitted that.$15 and a few extra days does not make up for the pain my family and I had to go through.

Business Response:  
August 30, 2013
 
 
Dear Mr. Better Business Bureau:
 
The following is Green Mountain Energy Company’s response to the above-referenced complaint received by the Better Business Bureau.
 
After researching this complaint we have concluded the following: *** ******* began electricity service with GMEC at **** ******* **** **** ******** ** ***** on 3/12/2013.  All late fee and disconnect notice fees that were charged have been reviewed on *** *******’s GMEC account and are considered valid.  Attached is *** *******’s account history as reference.  Also, GMEC records indicate all bills for electricity service were generated in a monthly since her enrollment and no billed have been returned to GMEC due to being undeliverable. Invoices and disconnect notices have been sent to the same address of record for *** *******.
 
As per our terms of service under 6. Billing, Payment and Payment Arrangements, it states “If you do not pay your bill by the due date, we may charge you a late fee of 5% on the amount for the previous month’s past-due electric service.  If you fail to pay the amounts due….., you agree to pay all reasonable fees and expenses (including attorney fees) we incur in the collection process.” In addition, under 8. Itemization of Non-Recurring Fees and Charges it states “in addition to charges or fees specified elsewhere in this Agreement or otherwise authorized by law, we may assess the following fees and charges: $25.00 for payments returned for insufficient funds by any method including, but no limit to, bank or personal check…..$20.00 for each disconnection and termination notice we send 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.”  Late fees and disconnect notice fees for nonpayment are billed regardless if *** *******’s electricity service is interrupted or not is for the expenses incurred due the collection process by GMEC.  At times, a disconnect order is submitted, therefore incurring the fee, however, a payment may be made to stop the order from completing.  Regardless a disconnect order was submitted, therefore, incurring the disconnect fee.  The Terms of Services are given to customers after enrollment with GMEC.  Attached are *** *******’s terms of service as reference. 
 
Also, based on our terms of service and the PUC of Texas Substantive Rules Applicable to Electric Service Providers, Subchapter R, Section 25.480 which states in 25.480 (c) “a one-time penalty not to exceed 5.0% may be charged on a delinquent bill for electric service.” GMEC reserves the right to add a late charge on the past due electricity charges.  Please note, late charges are applied to only past due electricity charges and do not include disconnection notice fees or previous late fees.  Late fees charges do not incur “compound” interest and is only a one-time charge for that particular past due electricity charge.
 
GMEC regrets any inconvenience these proceedings may have caused *** *******.  GMEC does sympathize with *** ******* position, however, GMEC acted properly and applied the non-recurring charges to her account as per her terms of service, therefore, all disconnect notice and late fee charges are considered correct.  Our records indicate *** *******’s account is now current and as long as payments are made on time, ** ******* will not incur disconnect notice, disconnect order, or reconnect order service fees.  In conclusion, *** *******’s disconnect notice charges have been thoroughly reviewed and they are considered valid and have been billed appropriately.  Records show *** ******* has established a deferred payment plan and a courtesy credit have been applied to her GMEC account.  Also, *** *******’s contract expires on 9/21/2013, therefore can switch without penalty once her account is current and paid in full.  If you have any questions or need any additional information, please do not hesitate to contact me.
 
Sincerely,
 
 
 
**** *** ****** ********** *******, Regulatory Compliance
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain was present at the *** **** in Dallas and my husband and I were approached by a representative (********). She went on with her sales pitch and asked what we were currently paying for our electric service. We were at .11/kWh. She continued her pitch convinced us we were paying too much and she had a plan with at 9.83/kWh. We signed up went home compared it to our current provider and were satisfied with our decision. First bill we received was exactly as ******** had said 9.83/kWh, again, satisfied. Second bill was the highest bill I had EVER received! $780.00?? Could this be correct? After looking at the details of the bill they had obviously made a mistake, they charged 13.1502 cents/kWh! I called customer service, they said no there was no mistake and there should be something in fine print on my contract. I looked for it and called again. I was told the same thing. I immediately switched my service. I was not with Green Mountain for 2 solid months. The customer service was terrible and the salesperson lead us to believe we were at 9.83cents/kWh. It is very strange how they billed correctly in month one and went up drastically in month two. I suppose they do not think their consumers pay attention to the detail of their bills!

Desired Settlement: I would like my bill to be adjusted as stated in the contract I signed of 9.83cents/kWh. No apology is necessary but feel I should also receive credit for the inconvenience of attempting to use this company! We were mislead and I will be sure to let others know especially when I see another one of their setups at a gathering where people go to enjoy themselves.

Business Response: Dear Better Business Bureau:
 
*** ********* signed up with GMEC on 4/6/2013 at an event to request her electricity service at **** ********* ***** ******* ** ***** to be switched to GMEC and service began on 4/8/2013.  As shown on *** *********’s letter of authorization (“LOA”), our records indicate *** ********* agreed to and signed up for the Green Mountain Energy Company Pollution Free Month to Month (Variable) Rate Plan which included no monthly customer service charge and no minimum term.  On 4/9/2013 GMEC sent *** ********* a welcome packet to her mailing address.  Included in the packet were her terms of service and electricity facts label (“EFL”) which outlined the for the electricity plan.  Also, our records indicate *** *********’s welcome packet was not returned to GMEC due to being undeliverable. Attached are *** *********’s LOA, Terms of Service, and EFL at the time of enrollment of her service address.
 
As stated on *** *********’s EFL, Green Mountain Energy Company Pollution Free Product is a variable price product.  Except for price changes allowed by law or regulatory action, this price 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. Please note that variable rates are subject to change without advance notice.   Also, *** *********’s product details were noted and explained in the following bill message on each of her bills:  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 **************.  Attached are copies of *** *********’s bills and account history as a reference.
 
GMEC as like in other retail providers 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.   As shown on *** *********’s LOA, *** ********* chose the month to month variable rate plan
 
Another factor in *** *********’s bill was higher electricity consumption (5,000 kWh+) during the month of June 2013.  *** *********’s local transmission and distribution service provider (“TDSP”) is Oncor Electric Delivery.  Oncor Electric Delivery is *** *********’s local TDSP in this service address that is responsible for the actual physical reading and the sending of *** *********’s accurate meter reads to Green Mountain Energy Company (“GMEC”) for billing.  Oncor Electric Delivery and GMEC are two completely separate entities and *** ********* would have the same TDSP and meter readings regardless of his retail electricity provider.  GMEC simply billed *** ********* based on meter reads provided by Oncor Electric Delivery.  Attached is *** *********’s meter readings and account history as a reference. 
 
In conclusion, GMEC apologizes for any confusion and miscommunication *** ********* may have experienced during her enrollment with the sales agent in regards to her enrollment in a variable pricing product.  However, GMEC believes *** ********* was properly notified of the product and variable pricing at time of the enrollment through her terms of service and as well as on her monthly bill.  After reviewing *** *********’s charges, the remaining outstanding balance of $917.31 is correct for the electricity service provided.  Therefore no credit adjustment or reimbursement is warranted and *** ********* is responsible for the remaining past due balance for the electricity service provided by GMEC.  *** *********’s GMEC account was closed on 7/8/2013 due to switching to another provider.  If you have any questions or need any additional information, please do not hesitate to contact me. 
 
 
 
Sincerely,
 
 
 
**** *** ****** ********** ******** ********** **********
 Green Mountain Energy Company

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

I am rejecting this response because:

I did change to another provider immediately after I received that outrageous bill and called and spoke with two different customer service reps. The first call offered no assistance, the second call did offer to put me on a fixed rate plan with a year contract. Had this been explained to me by the representative at the time I switched to Green Mountain I would have chose that plan and most likely remained a customer. I explained to ******** that my electricity usage was high, it always has been. I told her what I was paying and she said they could beat that rate and went on to explain that the amount I thought I was paying was probably incorrect as my current provider often over bills their customers. I expected to pay over or around $500.00 in July and August but not nearly $800.00?  I chose not to continue with Green Mountain Energy as I do not want to do business with a deceptive company. I did not expect Green Mountain to adjust anything based on the service I received in dealing with them for less than 60 days and just want other consumers to be aware of how they operate.



Regards,

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

Business Response: Dear Better Business Bureau,

It is unfortunate that Green Moountain Energy Company ("GMEC") cannot come to an agreement with *** ********* and I do apologize for her experience with GMEC.   I sympathize with her frustration, however, GMEC's position in the matter remains the same as in our previous repsonse.  If there is any further assistance that we can provide *** *********, she can contact GMEC at **************.  If you have any further questions, please feel free to contact me.

Sincrely,


**** ***
*** ********** *******
Green Mountain Energy Company

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

I am rejecting this response because:

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently checked my credit report and discovered that there was an unpaid utility bill from Green Mountain Energy Co. that had gone to collections. After contesting it through all 3 credit bureaus, ******* was first to respond and and they concluded that this was considered a legitimate bill. I cannot begin to express how infuriating this is. First, this is a utility company based in Texas and I live in Florida. Furthermore, I have never been to Texas to visit or live. Secondly, I never received a bill or a notice stating that this bogus bill even existed. Now, because of some error on their part, I am left to deal with a mark against my credit and time wasted on continuing to fight this bill.

Desired Settlement: I would like you to contact the collections agency that you sold this completely bogus bill to and inform them that this was an error. Then I would like you to contact all three credit bureaus so that they can remove this mark against my credit. If this is not done, I will look for legal assistance in this matter.

Business Response: Dear Better Business Bureau,

Based on the information provided on the complaint Green Mountain Energy was unable to locate an account.  Therefore on 8/15/13, GMEC contacted *** ****** for more information and an account was located.  Our collections manager spoke to *** ****** and verified the social security number on the account was hers but the contact name and email address belong to another person in Houston.  She let *** ****** know that GMEC will write off the charges and requested a removal from the Credit Bureaus.

*** ****** stated she was also going to flag her social security number with the credit bureaus as possible fraud activity and will call our collections manager directly she has any other questions or concerns.   We apologize for any inconvenience *** ****** has experienced, however GMEC has resolved the issue.  If you have any other questions, please feel free to contact me.

Sincerely,

  **** *** *** ********** *******
Green Mountain Energy Company

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a new a apartment rentor, my complex uses Green Mountain, therefore I wanted to get Green Mountain Service under my name and account number. I was surprised and shocked that I could not open an account under my social security number because another coustomer was using my social security number . I have attempted since May 29, 2013 to resolve this issue with Green Mountain. I spoke to them six various times, at first I was told I could get an affidavit to take the the local Police Department so that I could file a claim for identiy theft. I have been told twice by two supervisors" ***** and ***** id # ****** but now am told that is not the process and that they misled me. I asked both suprvisors why they do not verify that the person they are speaking to prove positive id to open accounts they stated that they " attempt" to .This case will be turned to the local police department and Texas Rangers for investigation

Desired Settlement: I would like a written letter of aplogy from Green Mountain and an explanation as to why they do not verfy apprpriate identification before signin up coustomers.

Business Response: Dear Better Business Bureau,

When a customer enrolls for electricity service with Green Mountain Energy Company (“GMEC”) does require identifying information to establish service.  GMEC requires all prospective customers to provide, their name, address, phone number, social security number, and date of birth in all avenues of enrollment (i.e. by phone, online, face to face, etc.).  GMEC follows the same industry standards as in any of the other retail electricity providers in the market.  Although the situation is unfortunate, GMEC cannot prevent every case identity theft from occurring, as in any industry.  However, GMEC makes very effort possible to ensure customers are who they say they are, protect our consumers, and prevent identity theft from occurring.
Also, in verified cases of identity theft, GMEC makes every effort to rectify the issue.  We do advise *** ****** to file a police report and to return a copy of it with a completed and a notarized Green Mountain Energy Company affidavit (attached) to prevent any unauthorized charges for electricity service.  We would also advise *** ****** to contact the 3 major credit bureaus and the FTC.  *** ****** can contact a GMEC customer service representative at ************** and they will be happy to walk her through the process,  all the details, and answer any questions she may have.  We apologize for any inconvenience she may have experienced.     If you have other questions, please feel free to contact me.
Sincerely,
 
**** *** *** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am on budget billing with Green Mountain, and have been a customer for several years. My last bill was $395.20, and they stated that they had under-charged me for several months so this is the result of a "reconciliation" and I am to pay this amount immediately. I usually pay a little less than $130 per month and can not afford a bill that is almost $400 dollars. They are willing to work out a payment plan but I am still not able to afford this amount. In my last conversation with Green Mountain, they stated something to the effect that within my pay off period, I cannot switch electric companies and they will inform other electric companies to not provide service to me. I feel this undercharged amount is their mistake and I should not have to pay for their mistake, therefore I should not be responsible for a bill that is almost $400. I am willing to pay my usual bill of about $130, which I have been paying for several years.

Desired Settlement: I would like Green Mountain to remove these extra charges and I will continue with my average budget billing amounts.

Business Response: Dear Better Business Bureau,
 
*** ******’s Green Mountain Energy account has been reviewed.   In conclusion, *** ******’s budget billing charges, budget billing variance, and balance are considered correct. An account history was recently sent to *** ****** as a reference.  In addition, copies of her invoices will be sent as per her request by on 7/16/2013.  If she has have any other questions, *** ****** can contact a cusomter service representative at ************** for further assistance.  If you have any other questions, feel free to contact me.
 
Sincerely,
 
**** ***
****** ********** ******** ********** **********
Green Mountain Energy Company

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: I feel this response is very vague, and i have already spoken to several customer service representatives who were unable to help.  Green Mountain Energy did indeed put a switch hold on m y account, making it impossible for me to get service with a new company until my alleged  variance was paid in full.  I feel the the Budget Billing contract is very misleading and no where does it state that I will be making huge payments at any given time to make up for a variance that I believe should be included and adjusted on each bill.  I should not have to calculate this myself since the bills are nearly impossible to understand in the first place.

I did speak to a representative with corporate headquarters in Austin yesterday, 7-16-2013, who happened to call me with some questions.  I convinced her offer a settlement amount, which she indeed did offer.  I am having to pay part of my variance in order to have the switch hold removed from my account.  


Regards,

**** ******

Business Response:

Dear Better Business Bureau,

Attached is the response to the above referenced complaint.  If you have any question, please let me know.

Sincerely,

**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It has been over a week and a half and I have not received a reply on my request of cancellation of electric servicves. I have e-mailed, called customer service, and still no confirmation. I called today and was told once again their computers are down and they can not even look up my account. I would liek a confirmation on my cancelation. account #******** I have cancelled my service for the 29th of July.

Desired Settlement: Would like a phone call saying my services are cancelled. I will no longer use them as my elecrtical company.

Business Response: Dear Better Business Bureau,

Green Mountain Energy Company ("GMEC") records indicate we have recieved *** *******'s cancellation request for service at *** ************ **. ****** ******** ** ***** scheduled for 7/29/2013.  His cancellation request has been confirmed on his GMEC account and has been properly noted.  In addition, an email response was sent to *** ******* in regards to his concerns and move out confirmation on 7/23/13.  GMEC considers the issue resolved.  If *** ******* has any further questions, he can contact a GMEC cusomter service representative at ************** and they will be glad to assist him.  If you have any further questions or concerns, please feel free to contact me.

Sincerely,


**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failed to disconnect service as requested on their website. Failed to disconnect service as requested on their website. Service agent asked for confirmation number...website doesn't provide confirmation number, neither does service agent when called to disconnect service. Hope the new tenant appreciates their free electricity.

Desired Settlement: Disconnect my service and close my account.

Business Response: Dear Better Business Bureau,

After reviewing *** ******'s complaint and his Green Mountain Energy Company ("GMEC") account, it was determined that GMEC did receive his online cancellation request for 6/28/2013.  As a result *** ****** will not be responsible for any electrcity charges after 6/28/2013.  Service has been cancelled and any remaining charges after 6/28/2013 for electrcity service will be cancelled and written off.  The closed GMEC account has been noted the resolution and no further actions are necessary. We apologize for any inconvenience *** ****** may have experienced.  If you have any further questions, please feel free to contact me.

Sincerely,


**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I stopped at a local ***** here in Mission TX to shop for groceries and saw the Green Mountain stand outside of the store and decided to get information. I was told to fill out a form to get a better offer with no obligation. I filled out the form and was informed on what they have to offer. I told them that I was happy with the current provider that I have and thanked them for their time. One of them asked me to think about it and gave me a copy of the form to read more about it. The next day I had a question so I went back to the store where I saw them but this time it was a different agent. I asked him my question and showed him the information given to me the previous day, and he said I was already signed up with the company. He told me the agent I spoke to always tricks people and signs them up without their consent. I then called their customer service and notified them of the situation and file a complaint. When I spoke to them I also asked them to cancel the change. The customer service rep told me they were sorry about the situation and that they will not be switching me to their company. Then today I call my energy provider and find out they did switch me their company anyways.

Desired Settlement: I would like to have the agent and customer service rep that switched me without my consent to be disciplined for their actions. I also would like for Green Mountain have the agent responsible for any charges any customer might have for making the change without their consent. I believe this practice will stop with such punishment.

Business Response:

Dear Better Business Bureau,
 
 
After researching this complaint Green Mountain Energy Company (“GMEC”) has concluded the following:  Our records indicate that on 5/30/2013, GMEC received a valid sign up request from *** ***** ******** for GMEC electricity services through storefront enrollment.  The letter of authorization for residential electricity service was signed, initialed, and dated by *** ******** for service at **** ***** ***** ******** *** *****.  *** ******** also supplied his social security number and date of birth on the form as verification authorizing the switch to GMEC.  As a result, *** ********’s electricity service with GMEC began on 7/1/2013.  *** ******** was served by GMEC from 7/1/2013 to 7/17/2013. 
 
GMEC apologizes for any miscommunication or confusion *** ******** may have experienced at the time of her enrollment.  However, the letter authorization signed by *** ******** clearly states the form was to switch her electricity service provider and not just to receive additional information.  Also, as stated on the enrollment form, by signing, the customer agreed that they were customer or person was authorized to act on the customer’s behalf with respect to the electricity service at the address.  In conclusion, GMEC maintains that a valid enrollment was received for this account based on the sign up information provided by *** ********.  *** ********’s GMEC account has been closed and he has already switched to another energy service provider as of 7/17/2013. Nonetheless, as a courtesy to resolve the matter, on 7/31/2013, the charges for the electricity service period from 7/1/2013 to 7/17/2013 ($165.06) with GMEC were waived, closing the GMEC account with a $0.00 balance with no further actions.  GMEC sincerely apologizes to *** ******** for the experience he had with the sales representatives.  We work hard to ensure that our sales and customer service practices meet high standards for quality, courtesy and professionalism.  Based on the conduct described by *** ********, it appears that the sales representatives that he encountered fell short of those standards, and we regret that *** ********’s initial experience with GMEC was a negative one.  We appreciate *** ******** bringing this incident to our attention.  GMEC has identified the sales representative and have taken all corrective actions necessary.  If you have any questions or need any additional information, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
**** ***
Senior Regulatory Analyst, Regulatory Compliance
Green Mountain Energy Company
***** ******** ***

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: About a year ago, I received a phone call from a representative with Green Mountain Energy stating that I owe them over 700.00 for unpaid services. I remember talking a sales person in 2011 at our local *** store. I was told that by filing out the form will give her permission to send me some information to my friend apartment in which I was temporary staying. I told her that was not my apartment and was not authorized to change anything. I did not hear anything else until 2012 when the rep. told me that I owe money. I contract the person that was still leaving in the apartment, he informed me that he never received a bill from that company. I asked to rep to send me a duplicate bill or any proof that a invoice was every mail, even though I never gave permission or was authorized to make that change. they refused. I went to apply for credit and this popped up on my credit report.

Desired Settlement: Investigate the company and their rps practices. If I had some type of bill or even a month were I can research it and verify with the apartment owner. I need this removed from my credit report. I never rented an apartment or anything else in which I can make changes to bills.

Business Response:

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]    
Thank You for providing me with copies of the statement that I never received, and would not been able to received without your assistance.  However I never received monthly statement from this provider.  I do find it strange that this company will aloud a consumer, note a new consumer to go from July 20th through November 27th without paying a single bill, and maintain electricity    I also noticed that two of the invoices, states a fee for disconnection charges. One for the month of October reflecting a balance of 517.19 with a 20.00 disconnection fee and November with a higher balance of 682.99 with a 25.00  disconnection fee. I guess the end balance of 753.13 for December.  Please into the further. 
laint: *******

I am rejecting this response because:

Regards,

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

Business Response:

Dear Better Business Bureau,

We regret that we cannot come to a resolution with Mr. ******, however, our orginal response remains the same.  All bills were generated and sent in a timley manner and not returned to **** due to being undeliverable.  **** cannot be responsible for any postal issues Mr ****** may have experienced.  Charges are considered vaild.  Any further questions or dipsutes Mr. ****** may have will need to directed to ***** ****** **************.  If you have any further questions, please let me know.

Sincerely,


**** ***
*** ********** *******
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a new customer to green mountain energy account for on or about 3 months I received a bill with two charges for the month of may for 303.00 I have called them a couple of times to customer services and they cant explain the extra charge all my bills have been paid up to date except for the 303.00 balance what they did was put me in a deferred payment plan but those charges are double and they don't want to help me.

Desired Settlement: correct the error and remove charges

Business Response:


Dear Better Business Bureau:

 

Ms. ***** began electricity service with Green Mountain Energy Company (“GMEC”) on 2/4/2013 and has been billed the following:

 

Invoice Date:                                     Billing Service Period:                   Consumption:


3/8/2013                                              2/4/2013 – 2/5/2013                       104 kWh

 

4/9/2013                                              2/6/2013 – 3/7/2013                       1,297 kWh

 

5/9/2013                                              3/8/2013 – 4/8/2013                       1,312 kWh

                                                           4/9/2013 – 5/7/2013                       1,854 kWh

 

6/10/2013                                            5/8/2013 – 6/6/2013                       1,076 kWh

 

 

Ms. ***** experienced a slight billing delay due to a delay due to her local transmission and distribution utility submitting her meter reads to GMEC for billing.  GMEC did not receive her March electricity meter readings (3/8 to 4/8) for billing until the month of May.  As a result, Ms. ******* May bill included the billing period for March (3/8 – 4/8) and April (4/9 – 5/7).  After reviewing Ms. ******* charges, they are correct.  She was not double charged or experienced any overlapping of charges for the same electricity service period.  Ms. ***** simply experienced a slight billing delay for month of March.  As a result, GMEC did establish a deferred payment plan ob 6/11/2013 due to the meter reading delay local transmission and distribution utility.  If Ms. ***** has any further questions about her charges, she can contact a GMEC customer service representative at 1-************ and we will be happy to assist her.  If you have any other questions, please let me know.

 

Sincerely,


 

**** ***

Sr. Regulatory Analyst

Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First I have been a faithful customer to Green Mountain Energy, for over a year now. I have hd such a bad experience with the billing an customer service. I have been humiliated because I have to pay later than due date..Yesterday I left work to pay a bill to Green Mountain Energy and i went TO *** on ******** ********, made paymen tand agent informed me that her system would post payment on 5/31/13 although i oaid on 5/30/13 , I then called Green Mountain and ***** answered. From the start he was rude when I started to explain the payment situation. He stated that he couldnt assist me further unless a 25.00 payment wad made after having me email him prrof of my receipt . Then told to go to bank and deposit my money to make payment at 9-38 pm ctrl time..Explained that i had no way t do so and asked why my payment of 200.00 wasnt valid to stop disconnection. He smirked most call belittled me throughtout call and wouldnt allow me to speak..he stated that he could do anything to assist me further ..I pleaded with the agent/Supervisor, informed agent that my husband is a sickly man has a heart condition , and high blood pressure, agent still stated that there was nothing he could do, and then hung up. I had to calm myself until morning , then my lights went out at 7:09 am on 5/31..I called cust service , they then placed a reconnection but by then the damage was done..Very disturbed !!!!

Desired Settlement: Some type of action to correct the behavior of customer service agents

Business Response: Dear Better Business Bureau,

GMEC sincerely apologizes to Ms. *********** for the experience she had with the Green Mountain Energy Company (“GMEC”) customer service representative.  We work hard to ensure that our customer service practices and meet high standards for quality, courtesy and professionalism. Based on the conduct described by Ms. ***********, it appears that the sales representatives that she encountered fell short of those standards, and we regret that Ms. *********** experience with GMEC was a negative one.  However, we appreciate Ms. *********** bringing this incident to our attention and we will provide the appropriate feedback and will take any appropriate actions.  Finally, as courtesy I have applied a bill credit of $75.00 on her account for any inconvenience Ms. *********** may have experienced.  If you have any questions or additional concerns about this matter, please do not hesitate to contact me.
 
Sincerely,
 
**** ***
Sr. Regulatory Analyst
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had switch my electricity provider to green mountain energy in the month of Feb 2012 for twelve months but do to discrepancies I notified the business to form a complaint. Afterward my twelve months were changed to six months at the agreed 9.4 cents per kWh leaving me with the thought of having six month free. But around september green mountain mailed me several billing statements for those past six month totaling $382.00 I was disturbed because of it really wasn't free service and there was no contact from the business during those six months. Therefore I was introduced to a deferred payment plan to allow me to pay off the old balance of $382.00 with the current usage charges at the time said one representative of green mountain. However I found myself paying twice within a 30day bill cycle from the month of september 2012. Here it is June 2013 and the $382.00 has not abated but esculated over $600.00 being enrolled in there defer payment plan. Those past payments I may from $82.00 to $170.00 and just recently I gave $270.00 May 31, 2013 which at the time in May I was told the balance overall was $477.00 leaving me with $207.00 remaining to pay as the representative doing the transaction over the phone stated. Today I recieved a billing statement (in the month of June) show a higher balance even though I sought removal of the defer payment plan at the time of my recent payment of $270.00, I found myself over paying while the company fluctuate the balance say one thing over the phone but another on billing statement. Yes, Green Mountain Energy had become disloyal in its business pactices leaving me to switch to another power source they had been asked to remove their hold on the meter but refuse. I want out from their service I'm sure it knows that due to my complaint after complaint for cramming the business fail to correct billing errors. I'm experiencing disconnection notices two weeks after payment with an unfair fluctuating balance the company continue its disloyality through what it call defer payment plan which is designed to entrap customers into thinking it will help, but in acutuality to hold the customer where the company could take advantage.

Desired Settlement: Removal of hold on meter where I could switch to another power provider, Green Mountain may not be a bad company but within it lies individuals known to be good for nothing and if Green Mountain Energy was to pursue a positive public image in good business dealings it must act to weed such one out. But above all things I want the company to release the hold it has on my meter and allow me to have a peace of mind and not carry on in future complaints for billing errors, there an old saying 'the customer is right' and I know bad billing when i see it.

Business Response: Dear Better Business Bureau,
 
On 6/18/2013, Green Mountain Energy Company (“GMEC”) spoke to Mr. **** about the account balance, the deferred payment plan, and the account switch hold.  GMEC Advised he currently has a switch hold due to a deferred payment plan (“DDP”). DPP already failed due to a late payment on 5/31/13.  GMEC advised Mr. **** his current balance is $448.78 and $324.50 out of that amount is past due. Mr. **** understood.  GMEC explained his balance, DPP, and Delayed invoice.  Mr. **** promised to pay $200.00 on 6/28/2013 and another $200 on 7/19/2013. Customer wants to be with another provider but the switch hold is preventing him.   Mr. **** questioned why his past due balance kept increasing and GMEC stated it’s because he always allowed  a billing cycle to be added so whatever amount that was current would become past due. Mr. **** stated he understood. Advised his past due balance will change again when new usage comes in around 7/9/2013. In conclusion, GMEC advise Mr. **** his account balance was correct.  Nonetheless, GMEC agreed to remove the switch hold to allow him to choose another electricity service provider, however, Mr. **** is still responsible for the remaining balance.  Mr. **** accepted the resolution to have the switch hold removed and GMEC considers the issue resolved if you have any questions or need any additional information, please do not hesitate to contact me.
 
 
Sincerely,
 
 
 
**** ***
Senior Regulatory Analyst, Regulatory Compliance
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up as a new customer for services to my new home i would be moving into with my children customer service took my 279.00 deposit i then called a day after to find out why my light was not on yet,answers from customer service was it was on so for the whole day i was calling constantly and their answers where it was,following day i called to cancel services because i found out they had confused my address and set up services with another address that was not mine,the lady assured my she was sorry for the technicians mistake and would cancel the services as well assured me i would not be billed and would give my full refund of 279.00 will be mailed to me within 5-7 business days of the cancellation.i called back a week later to check the status on my refund and was told my services where never cancelled and stated to me that my services are still on, the lady read to me the address to me the services are on at and i explained again that that had been corrected and cancelled so she then claimed she cancelled again and said i would not get my refund till 20 days i then asked to speak with a manager,manager explained as well 20 days and i had spoken to 5-6 different customer service getting the run around to speak with corporate about my refund was finally told in the end that Green mountain energy had no corporate office and refused to let me speak with another manager.I then got a phone call Saturday June 1st from a customer service lady whom asked me if i still wanted green mountain energy service i once again explained it was supposed to have been cancelled a few times ago and she placed me on hold and came back to apologize that she did see my cancellation then started explaining that i would not get my refund Because my services where still turned on regardless if it was not my address and no Guarantee i would not be billed for those services.I then explained to her how tired i was of the lack of communication at green mountain energy and tired of the lies,was assured i was gonna get my full refund and not billed because its not my mistake and not my address i had no services i signed up and gave a deposit for services but never got services their was no meter or wiring to get services a mater was just placed a few days ago through the city of ****** ** where i initially wanted light service so how would i or should i be billed and not refunded my deposit she said thats the companies policy and that was the end of conversation.I then called today wednesday june 5th to try and get corprates number one more time and claimed to have transferred me to to corporate and was not he had transferred me to new service line then i asked for corporates number to them they gave me wrong number called a few more times was given a reliant energy corporate number i was given the run around finally reliant energy was helpful enough to give me two corporate numbers which i called and left a message with both numbers have not herd back yet.

Desired Settlement: 279.00

Business Response: Dear Better Business Bureau,

After further review, records indicate Green Mountain Energy Company (“GMEC”) refunded  Mr. ********** $279.00 deposit on 6/3/2013 back to his **** credit card ending with ****.  Generally it can take 2 to 3 business days for the transaction refund to be completed.  The GMEC account is closed with no further actions.  If Mr. ********, has any further issues, he can contact a customer service representative at ************** and they will be happy to assist him.  If you have any further questions, please feel free to contact me.


Sincerely,
 

**** ***
****** ********** *******
Green Mountain Energy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have been with green mountain energy for 4 years and took out last year yearly billing and now I was told by a young lady that they made a mistake. and i owe now 269.00 because they undercharged me.I spoke to **** on 05/14/13 and she was no help and very polite.i do not have this type of money and tried tto get the supervisor(*****) to reduce this and said he could not.i tried to get help for people that could not pay and said no.i was told if this was not paid I would be turned over to the collections.this was theirs mistake and not mine.+I was told we understand and they do not .

Desired Settlement: I feel this could be reduced or some of it be written off.I can not pay but $40.00 a month and I feel i do not owe all of this.they ould do more and i do not feel this should go to the collections..

Business Response: Dear Better Business Bureau:
 
The following is Green Mountain Energy Company’s response to the above-referenced complaint received by the Better Business Bureau of Central Texas.
 
After researching this complaint we have concluded the following:  Ms. ********’s initially began electricity service with GMEC on 6/8/2009.  All bills were sent to Ms. ******** in a timely manner and no bills were returned due to being undeliverable.
 
Ms. ********’s initial budget billing amount was based on the historical usage at the service premise at the time her address was enrolled in the budget billing program on 8/31/2010. The initial budget amount calculated was at $63.00 a month.  Based on previous usage history, plus anticipated energy costs and other factors, GMEC estimates energy usage for the year ahead. GMEC then divides the total by 12 to arrive at Ms. ********’s monthly budget billing payment amount.  Ms. ********’s budget billing amount was an accurate reflection of average usage each month based on her change in consumption trends and energy costs compared to the time of her initial the enrollment with GMEC budget billing option.  As stated in Ms. ********’s terms of service under 7. Budget Billing, “Your account will be reconciled periodically (at least annually), and your monthly budget amount may be adjusted periodically, based on any difference between the total amount owed for actual usage and the payments received.” Attached are Ms. ********’s terms of service as a reference and recent billing invoice as a reference.
 
Also, as stated in Ms. ********’s terms of service under 7. Budget Billing, “If you elect not to continue with budget billing, any amounts due over and above the plan amounts already paid will be due and payable with your next bill, and any credit for plan amounts paid in excess will be applied to your next bill. Enrollment and continued participation in the budget billing plan will be limited to customers who are current with their Green Mountain Energy electricity account, and your account balance will be due in full upon cancellation of this Agreement.” Ms. ******** cancelled her GMEC electricity service and switched to another electricity provider on 5/8/2013 and as a result Ms. ******** received a final budget billing variance reconciliation charge of $204.65 on 5/2/2013.
 
Ms. ******** should have been aware of her budget billing variance accrual every month once she decided to participate in the budget billing program.  Each month, the GMEC bill clearly stated Ms. ********’s actual kWh usage and charges versus to his budgeted amount.  Also, at the bottom of each invoice, Ms. ********’s budget variance monthly accrual (or credit) was clearly shown.  Ms. ******** at any time could have contacted GMEC at any time to request a budget billing adjustment amount and recalculation if she felt her budget billing amount was too low or her energy consumption had dramatically increased.  As stated on Ms. ********’s bill, “The variance is the difference between the actual charges and budget bill charges. You are responsible for immediate payment for all accumulated variance upon any reconciliation of your budget bill amount.”  
 Please note, budget billing does not reduce a customer’s overall energy expense. It simply allows customers to spread out their annual electric expense over a 12-month period and allows

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently requested that I be sent a copy of my monthly bill by email as well as through the mail. I was told that I could not receive both but had to make a choice. This not only seems unreasonable but is illogical and just plain weird since I currently receive a weekly email from the company giving me an update of my usage to date. It would only seem prudent that a final assessment of this usage could and would also be sent by email, and the easiest form to send would be a copy of the bill. Mail can and often does get delayed and lost so most companies find it a good customer service practice to also send billing information by email. I have also found it useful to have original physical copies of bills for accounting and auditing purposes. This is the only company I have ever known that refuses to both send a copy of the bill by mail and by email.

Desired Settlement: Show that you care about customer service and honor my request ( and I'm sure many others) to begin sending emails of bills along with the hard copies by regular mail.

Business Response: Dear Better Business Bureau,

At this time, Green Mountain Energy Company (“GMEC”) customers can either have the bills mailed to their address of record (paper billing option) or opt for email notification (paperless billing option).  GMEC customers cannot have both bill preferences at this time.  However, with the paperless billing option, Mr. ******* would get an email notification that his invoice was ready to view online and be provided with payment options.  In addition, the pdf. files of his invoices would be available online to him to print out for his accounting and auditing purposes, once Mr. ******* has logged on to view his electronic bill.  Pdf. files of his invoices are available online regardless of paper or paperless billing option.

As stated in the complaint, Mr. ******* receives a weekly email from GMEC.  The Green Mountain View is a courtesy weekly email that summarizes a customer’s key energy usage and cost data on a weekly basis. The email helps customers better manage their energy usage and budget by offering projected bill amounts, insight into trends in energy usage, and a special look at the positive environmental impact of choosing Green Mountain Energy electricity®.   Green Mountain View is automatically sent to all customers that have an active smart meter, a valid email address with GMEC, and are subscribed to receive Green Mountain View, regardless of a customer’s billing option.   Green Mountain View is not an invoice and is a completely separate option from a customer’s   billing preferences.  Rather, it is an added benefit designed to provide the customer with more insight into his/her energy usage and help to better manage the customer’s electricity consumption and budget.

GMEC apologizes for any inconvenience.  However, as previously stated, the option of having both the paper and the paperless billing option at the same time is simply not available.  Mr. ******* has any other questions; he can contact a GMEC customer service representative at ************** and we will be happy to assist him.  If you have any other questions, please let me know.
 

Sincerely,
 

**** ***
Sr. Regulatory Analyst
Green Mountain Energy Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Green Mountain to make a payment and disconnect residential service for **** ****** *** ******** ** on Feb. 28, 2013. I was told that I could make the payment using bill Matrix but would have to talk to another department to process the disconnect. However, a note would be made on my account for the disconnect. Since it was late Friday evening, when I called back for the disconnect, the department had closed, not to reopen until Monday morning. I then called on Monday, March 3, 2013 to schedule the disconnect. I was told that it would be scheduled according to the move out date of Feb. 28, 2013 and my final payment would be $191 once I receive the final bill. I then called at a later date and was told that the service was not disconnected and that there was a trouble ticket entered regarding the disconnection. The representative I spoke with at that point told me that she would notate my account also with the disconnection details in addition to placing another disconnect request trouble ticket. She also explained that my final charge was $191, since there were charges on the account after the move out and disconnect date of February 28, 2013. I paid the $191 after being transferred to bill matrix after that conversation. I received a bill April 15, 2013 for $120. I then called the customer service department again, explained the situation, and was told that the bill was for previous past due charges not paid before the disconnect as well as a disconnection fee. However, the disconnection fee was taken off because the services had already been disconnected so the amount I now owe is $100. I argued about the validity of these charges based on the fact that I could not have scheduled a disconnect without paying all past due amounts first. After asking to speak with a supervisor and getting disconnected, I called back and another representative agreed that the latter was true.

Desired Settlement: I could never get back the hour and a half of my time wasted on the phone. I want the $100 in charges I did not accrue to be removed from the account. I want my account to reflect that I have paid in good standing.

Business Response: Dear Better Business Bureau,

After reviewing *** ********* complaint, the remaining charges of $100.22 on the Green Mountain Energy Company account have been removed, closing the account with a $0.00 balance.  The account will be considered closed and in good standing with no further actions.  We apologize for any inconvenience *** ******* may have experienced.  If you have any questions, please let me know.

Sincerely,
 
**** *** *** ********** *******
Green Mountain Energy Company

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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



















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/15/2013 Problems with Product/Service | Complaint Details Unavailable
5/15/2013 Problems with Product/Service | Complaint Details Unavailable
5/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been unable to get into my account online. I have checked the "forgot password" entity 5 times, where it states that they will send it to your email address, I have never received one from them. I have made 3 telephone calls to them and left messages that have never been returned. Each time I called they forwarded me to someone's voicemail, but after leaving messages, I still got no response. I have sent 5 emails requesting assistance, with no reply. I have done all of the above attempts since 4/3/13 to no avail.

Desired Settlement: This has got to be the worst customer service I have ever experienced. I would like an apology, a temporary password to get into my account as requested 13 times. I think I also should receive an adjustment on my bill for this month, for the inconvenience and frustration of this, not counting the minutes charged to my phone for the calls and while being on hold. The company needs to do some major training and/or firing of their customer service employee's who do not do their job, but just there to collect their paychecks.

Business Response: Dear Better Business Bureau,

Green Mountain Energy Company (“GMEC”) records indicate GMEC responded to all five of Ms. *******’s email inquires in regards to her account password.  Also, it is unclear which phone number Ms. ******* was calling to contact GMEC.  GMEC is unaware of any phone issues or extreme hold times to reach a GMEC customer service representative.  Records show Ms. ******* did speak to a customer service representative on 4/19/2013 to assist with her log in issues.  We regret any inconvenience Ms. ******* may have experienced.  As a one-time courtesy I have applied a $25.00 bill credit to assist in resolving the matter.  If Ms. ******* has any further question, she can contact a customer service representative at 1-866-785-4668, Monday – Friday 7am to 10 pm and Saturday 9am to 5pm.  If you have any further questions, please let me know.


Sincerely,
 
John Bui
Sr. Regulatory Analyst
Green Mountain Energy Company

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attended a music event on Saturday, March 9, 2013. I was approached by a representative for your company, offering me a cowboy hat. All I needed to do, he said, was fill out the form to switch my electricity. I told him no thanks, as I would not be switching from TXU. He informed me that all I had to do was call and cancel the order before March 30, 2013, and I could keep the hat. This was pretty funny to me, so I asked if he got credit for each application filled out, to which he replied yes. He circled the number on the back of the order form and just said to call. On March 14, 2013, at 1:15 PM CST, I called ************ and spoke with ******. I told her I wanted to cancel the order, based on the statement on the back of the form, should you decide to cancel your switch request, simply follow the instructions on the bottom of this sheet or call us at ************. I asked ****** if there was ANYTHING else I needed to do, and she told me no, that I would get a cancellation notice in the mail.On Saturday, March 29, 2013, my husband received a call from Green Mountain to confirm the switch request that was scheduled for March 30, 2013. My husband explained to the caller that we were NOT switching. On Monday, April 1, 2013, TXU notified my husband of a $150 cancellation fee that was to be applied to the account due to a switching of electric companies. My husband explained to the caller that there was a mistake and that we were NOT switching companies. I believe that this scamming that your company attempts is beyond abhorrent, and to then try to bill me for any services is even lower than that. How dare you send me a bill for services never rendered nor obtained! I have contacted the Better Business Bureau regarding your scheme so that this complaint can be put on file for all who inquire to see. I request that you delete this fictitious account you have created in my name and remove the $5.75 for which you are trying to bill me. If this does end up on my credit, I will take legal action against you, and it will be for far more than $5.75. I am actually surprised no class-action suit has been filed against you. Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) This company practiced a scam and is now billing me for services never rendered. If I do not pay this, it will go on my credit. I want the account that is in my name closed, with a zero balance.

Business Response: May 6, 2013

Dear Better Business Bureau,

After further review in regards to *** *******s enrollment dispute with Green Mountain Energy Company (“GMEC”), I have decided to waive the charges of $5.75 on the account for electricity service from 3/30/2013 to 3/31/2013.  The account is now closed with a $0.00 balance with no further actions. GMEC sincerely apologizes to Ms. ******’s for the experience she had with the sales representative.  We work hard to ensure that our sales and customer service practices meet high standards for quality, courtesy and professionalism, whether those programs are conducted with GMEC employees or third-party contractors.  We will take the appropriate actions.  Based on the conduct described by Ms. ******’s, it appears that the sales representatives that she encountered fell short of those standards, and we regret that Ms. ******’s initial experience with GMEC was a negative one.  We appreciate Ms. ****** bringing this incident to our attention.  If Ms. ****** would like a copy of her enrollment, she can contact a GMEC customer service representative at ###-###-#### and they will be happy to assist her.  If you have any questions or additional concerns about this matter, please do not hesitate to contact me.
 
Sincerely,
 
 
**** *** ****** ********** *******
 Green Mountain Energy Company

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,
******** ******* ******




















BBB's Final Determination: Consumer accepted resolution offered by the business.

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