Green Mountain Energy Company

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.