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Green Mountain Energy Company

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


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BBB Accreditation

A BBB Accredited Business since

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

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

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Reason for Rating

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

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

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 259 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

259 complaints closed with BBB in last 3 years | 103 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 43
Billing/Collection Issues 106
Delivery Issues 4
Guarantee/Warranty Issues 2
Problems with Product/Service 104
Total Closed Complaints 259

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Green Mountain Energy Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 5
Total Customer Reviews 6

Additional Information

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

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

These agencies may include:

Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202
customerservice@license.state.tx.us

Type of Entity

Corporation

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

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

Alternate Business Names
Green Mountain Energy

Customer Review Rating plus BBB Rating Summary

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

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

7/1/2015 Billing/Collection Issues
6/29/2015 Billing/Collection Issues
6/17/2015 Billing/Collection Issues
6/16/2015 Problems with Product/Service
6/16/2015 Guarantee/Warranty Issues
6/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: GME failed to notify us prior to disconnection. Payment was confirmed on 4/3. Disconnect occurred on 4/13 and letter received on 4/16. We switched over to GME on 2/16. I travel for work and received a bill for our first months electricity due 3/16. I setup AutoPay and paid the full amount on 4/3. I received a confirmation email from GME. Allegedly, the payment was returned by the bank. They sent a disconnection letter out on 4/10 but disconnected the power on the morning of 4/13. No attempt by email, phone or any other form was made by GME. As far as we knew, the payment went through. I contacted ***** bank and they have no record of GME ever attempting to charge the payment. I called GME back and asked them to make the payment again using the same exact payment method. Again received confirmation from GME, power was turned back on AND a few days later the payment registered on our bank account. ***** bank confirmed there was plenty of funds and stated they record all attempts to charge checking accounts. They had no such record and would not have turned payment away if they had. My complaint is that GME did not process the initial charge correctly, did not notify me that the payment had been returned and shutoff power to our home while my pregnant wife and 3 yr old were left wondering what happened. A simple phone call or email from GME would have alerted us in time to at least charge a different account and then do our due diligence in sorting out the issue. I do not feel its ethically correct for GME to pass along disconnection charges to us when they failed to provide adequate notification PRIOR to the disconnection of the power. My account number with GME is **********. I have reached out to GME but rep would not budge. Rep stated it must have been inputted incorrectly on my end when I made the payment. That theory is impossible as over the phone the rep processed the payment again to the same account on file and payment went through!!!

Desired Settlement: Settlement: Adjustment to current electrical bill which is due on 5/18/15. Adjust to include the deletion of the service fee, returned check fee, reconnect/disconnect fee and the higher delivery charges that occurred due to the incident in question. Total amount: TNMP Delivery Charges= $29.29 TNMP Reconnect at Metter= $15.68 TNMP Disconnect at Meter= $15.68 GME Service Processing Fee= $5.95 GME Returned Payment Charge= $25.00 GME Disconnect Request Fee= $25.00 GME Reconnect Request Fee=

Business Response:

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

 At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Mr. ******* is stating he was not provided a disconnection notice prior to disconnection. Additionally, Mr. ******* is disputing his payment of $98.41 not being attempted with his bank.

History
On February 27, 2015, a $43.37 invoice was sent to **** ******** ***** for the billing period of February 16, 2015 through February 25, 2015 due March 16, 2015.
 
On March 23, 2015, a disconnection notice for the $43.37 was sent to **** ******** ***** due April 2, 2015.
 
On April 1, 2015, an invoice of $98.41 was sent for the billing period of February 25, 2015 through March 30, 2015, with a balance forward of $43.37 and  current charges of $52.87 due March 17, 2015.
 
On April 3, 2015, a payment request of $98.41 was processed online via a onetime back draft. Additionally, a request to place the account on the automatic bank draft payment option was selected.
 
On April 9, 2015, the payment of $98.41 was returned which resulted in a $25.00 returned payment charge. Due to the returned payment, the automatic bank draft payment option was removed from Mr. ******'s account.
 
On April 10, 2015, correspondence was sent to **** ******** ***** advising Mr. ******* his payment of $98.41 was returned. GMEC requested Mr. ******* remit payment immediately to avoid possible disconnection of service. Full payment was not received for the disconnection notice amount; therefore, a disconnect request was sent to ***** *** ****** ***** which completed April 13, 2015.
 
On April 13, 2015, Mr. ******* contacted GMEC disputing the disconnection of service. The GMEC representative explained to Mr. ******* that the attempted payment of $98.41 was unsuccessful and was returned on April 9, 2015. Mr. ******* was informed correspondence of the returned payment was sent on April 10, 2015 requesting immediate resubmission of the payment be made to avoid disconnection of service.  Mr. ******* processed a onetime bank draft payment of $98.41 with the GMEC representative. A reconnection request was submitted and Mr. *******'s electric service was turned on later that day.
 
Mr. ******* contacted GMEC later that day disputing the returned payment stating his financial institution did not have a record of the attempted $98.41 payment and requested proof of information entered. The GMEC representative informed Mr. ******* the payment was processed via his online account management (OAM), which requires that the account owner log into their online account using a user name and password as established by the account owner, therefore any financial information submitted would be processed exactly as the account owner submits and therefore GMEC does not have accessibility or visibility to the financial information being entered.

Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Mr. *******. A review of Mr. *******'s account confirmed a disconnection notice was mailed on March 23, 2015, in addition to a letter sent on April 10, 2015 advising Mr. ******* the $98.41 payment was returned and therefore immediate payment should be made to avoid disconnection. The $5.95 service processing fee has been removed as a courtesy.

Account Status
Mr. *******'s account is active and currently has a $175.14 balance.

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

I am rejecting this response because:

-GME has failed to provide proof of error on my part on inputting the incorrect information online when Payment was process on April 3rd
--They currently hide behind the excuse that they do not have access to that information.

-GME has failed to provide any proof of legitimate contact on behalf of GME to either myself or my wife that the payment was rejected by the bank
--GME hides behind their passive aggressive attempt made on Friday- 4/10 in which they mailed a 1st class postage letter indicating the bank rejection. 

-GME has confirmed through a phone call to myself this week that no email was sent to our residence nor any phone call was made to us to alert us of said bank rejection
--GME has confirmed that the letter was mailed on Friday 4/10 and per the rep on the phone "I have no idea how long a 1st class postage letter takes to be delivered".
--GME above states that once the letter was mailed, because we did not contact them by the 10th with payment the disconnect went through..... GME- please help me understand how a customer responds with payment info the same day you placed a 1st class postage letter in the mail? 

-GME's explaination above does not provide anything new. I have already aknowledged that I was initially late. As I travel for work and having recently switched to what we thought was going to be a great new provider, it took me longer than it should to setup the Autopay system. My complaint is specifically involving having made the payment to an accurate bank account number and GME having botched the payment through what I think is a computer system error and then not notifying us by a legitimate means PRIOR to the power being physically cut off. 

The above GME statement is missing a couple of key documents. For GME's convenience I have attached copies. One of which is a confirmation of payment email. Note, that the email letter confirming payment was the last contact ever made by GME before our power went out AND the online portal showed a $0.00 Payment Due EVEN ON THE DAY THE POWER WENT OUT!!!!  Further more, the numbers on the bank routing line are accurate and the last 3 available on the Account number are accurate. If needed, I can provide a voided check as proof. The missing numbers on the Account number line are the ones that GME is failing to provide as proof of what really happened. 


As this months payment is due on May 18th, we will be sending full Payment via credit card on time to avoid anymore potential errors by GME. 
As such, we do not consider the matter resolved and we are not pulling our complaint. 
Regards,

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

Business Response:

Mr. *******  was advised payments processed via his online account management (OAM), require that the account owner log into their online account using a user name and password as established by the account owner, therefore any information submitted would be processed exactly as the account owner submits, therefore GMEC does not have accessibility or visibility to any information being entered via OAM.
 
On March 23, 2015, a disconnection notice for the $43.37 was sent to 2447 Embleton Drive due April 2, 2015 advising Mr. ******* the past amount due should be paid immediately to avoid possible disconnection.
 
On April 10, 2015, Mr. ******* was contacted via correspondence sent to 2447 Embleton Drive advising Mr. ******* his payment of $98.41 was returned. GMEC requested Mr. ******* remit payment immediately to avoid possible disconnection of service. GMEC did not receive payment within this time, additionally no attempts to contact GMEC were made by Mr. *******.
 
On April 13, 2015 a disconnect request was sent to ***** *** ****** *****, which completed later April 13, 2015.
 
Per Mr. *******’s Terms of Service Agreement which state “We will notify you in writing at least 10 calendar days before we disconnect electric service”, Mr. ******* was provided a disconnection notice on March 23, 2015.
 
Resolution
GMEC values our customers and know that they appreciate honest communication.  While GMEC does not contact customers by telephone or email regarding a delinquent account balance, in accordance with Public Utility Commission of Texas (PUCT) rules, GMEC does send a Disconnection Notice providing the past due balance and Disconnection Notice due date.  This notice also advises of possible fees that are assessed to the account in conjunction with the account status. A review of Mr. *******'s account confirmed a disconnection notice was mailed on March 23, 2015, in addition to a letter sent on April 10, 2015 advising Mr. ******* the $98.41 payment was returned and therefore immediate payment should be made to avoid disconnection. The $5.95 service processing fee has been removed as a courtesy. No additional corrections are warranted

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

I am rejecting this response because:
Again, nothing new offered here. Your explanation does not pass the common sense test. You mailed a letter on Friday, did not hear back from me by the next business day and processed the disconnection. Your system is flawed, unethical and messed up. I will not accept this until someone at your company explains how a responsible attempt to contact you can be made when your company placed a 1st class postage letter in the mail on a Friday and you disconnect power on Monday. Hint: it can't be done. Your contact on March 23rd is null and void after your company sent me an email CONFIRMING PAYMENT on April 3rd. 

The $5.95 refund was a joke made by a company who refuses to accept any responsibility in the matter. If you say I made the error, prove it...
Please provide the credit card transaction proving your company made an attempt via the automated system to process payment. There is always a paper trail. GME is just choosing to not show it. 
Regards,

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

6/4/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I just signed up with Green Mountain and received my first bill. It shows to be due on May 29. I am retired and only receive one check per month which is on the first of each month. I asked them to move my due date to after the first of the month, which would be 3 - 4 days and they refused. I was told that my due date could not be changed because I did not have a payment history with them. I told them that I was sure they checked my credit report before signing me up and that I had excellent credit history. I asked to speak to a supervisor and he told me that my due date could not be changed. I asked to speak to his supervisor and he told me that his supervisor did not take customer calls and I could call back and talk to another supervisor on his level. I was also told that I cancelled my service, I would have to pay a $200 fee.

Desired Settlement: I would like the due date changed on my monthly bill to be after the 1st of each month (preferably the 3rd or 4th of the month.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. **** is requesting to change the scheduled due date for her monthly invoices to the 3rd or 4th of each month.
 
History
On March 19, 2015, Ms. **** submitted a request to initiate electricity service at *** ********* ***** on April 16, 2015.
 
On April 16, 2015, GME initiated electricity service at *** ********* *****.
 
On May 13, 2015, an invoice of $24.44 was sent to Ms. **** for the billing period of April 16, 2015 through May 11, 2015 with a due date of May 29, 2015.
 
On May 19, 2015, Ms. **** contacted GMEC requesting to change the monthly invoice due date to the 3rd or 4th of each month to accommodate her income schedule. Unfortunately, based on the limited payment history with GME, Ms. ****'s GME account was not eligible for the Pick Your Due Date option; this option allows a customer to schedule the monthly invoiced due date according to the available due dates per the Transmission Distribution Service Provider (TDSP)  meter read schedule.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ****. Ms. **** has been contacted and was explained how her current limited payment history with GME, not her overall external credit score, has caused her GME account not be eligible for the Pick Your Due Date option.  However, as a courtesy, GME has honored Ms. ****'s request to change the due date for her monthly invoiced amount. Ms. **** has selected the new due date for her monthly invoiced amounts to be the 11th of every month, she is aware the Pick Your Due Date option can take from 1-2 billing cycles to take effect.
 
Account Status
Ms. ****'s account is active and currently has a zero balance.
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
Nancy Soto
Customer Support
************

6/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told I would have a $300 bill credit on my 1st two bills $150 on the first and $150 on the second, To cover my cancellation fee with my previous electrical provider. I got a bill for the first month of use with no bill credit on it. I then called to talk to them and they told me it would be on my 2nd and 17th bill. I told them that is not what I was told, That I would like to speak to a manager,(knowing that there is not much that they could do). The manager then tells me that it's in my contract that it is on the 2nd and 17th. I asked them to tell me where in the contract that it says that. They put me on hold and came back after about 5 mins that they made a mistake and it does not say that in the contract. Now I'm waiting to find out if they will honor what they said they would do originally.

Desired Settlement: For my bill credit to be on my first invoice as promised when I signed up to cover my cancellation fee with my previous provider.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
 
Issue
Mr. *****’s complaint against Green Mountain Energy Company (“GMEC”) is in regards to the account credit of $300 provided with the enrollment of the Free Nights and Weekends rate plan.
 
History
On April 21, 2015, a GMEC door to door sales representative contacted Mr. ***** and he agreed to switch his electric service account at **** ******** ***** to Green Mountain Energy effective the next meter read. Mr. ***** agreed to enroll on the Free Nights and Weekends rate plan. The GMEC representative explained the term of this contract is 36 months and includes a service initiation incentive in the form of an account credit of $300, which would be split in two $150 payments. The initial account credit of $150 would be provided on the second invoice and the remaining $150 account credit would be applied on the eighteenth invoice. Mr. *****  was provided with a Terms of Service, an electricity fact label (EFL) and a copy of the "Your Rights as a Customer" document by the door to door sales representative.
 
On May 11, 2015, an invoice of $63.61 was sent to 1016 Courtney Drive for the billing period of April 21, 2015 through May 7, 2015.
 
On May 15, 2015, Mr. ***** contacted GMEC disputing not receiving the $300 account credit on his initial GMEC invoice. The GMEC representative explained the account credit would be split in two $150 payments, the initial $150 payment being applied on the second invoice and the second $150 payment being applied on the eighteenth invoice. Mr. ***** states he was assessed an early cancelation fee from his previous provider which he paid, and he was expecting a $300 account credit on his initial invoice with GMEC and cannot pay the current invoice. The GMEC representative submitted a request to review the disclosures provided during Mr. *****’s switch request completed on April 21, 2015. Mr. ***** requested to speak to a supervisor, who further explained to Mr. ***** the account credit would be provided on the second and eighteenth invoice per the agreed upon rate plan.
 
Later that day, Mr. ***** contacted GMEC once again requesting to know where on Free Nights and Weekends contract he was provided were the disclosures for the $300 account credit. The GMEC representative informed Mr. ***** the terms regarding the $300 incentive is not disclosed in the documents provided, however the incentive is honored with his switch request to GMEC.
 
On May 19, 2015, the investigation determined per Mr. *****'s switch request call on April 21, 2015, the GMEC representative did disclose the details of the $300 account credit being applied in two separate payments of $150 each on the second and eighteenth invoice.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****. Mr. ***** has been contacted and was informed per the switch request processed on April 21, 2015, the GMEC representative did disclose the terms of the $300 account credit, stating the initial $150 account credit would be provided on the second invoice and the remaining $150 account credit would be provided on the eighteenth invoice.  As a courtesy, Mr. ***** has been advised should he no longer wish to have electric service with GMEC, the $295 early cancelation fee associated with the Free Nights and Weekends plan would be waived should he decide to terminate his agreement with GMEC, Mr. *****’s GMEC account is protected during this time which is providing additional time to pay his current invoice. Additionally, should Mr. ***** prefer any another GMEC rate plan, GMEC has agreed to honor that rate plan.
 
Account Status
Mr. *****'s account is active and currently has a $63.61 balance.
 
GMEC regrets any inconvenience these proceedings may have caused Mr. *****.
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
************

6/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about 24 April I called Green Mountain Energy and requested new energy service be set up for my home. The agent I spoke with quoted me a rate that was all inclusive of 7.9 cents per kilowatt hour for a fixed 12 month period and 11.3 cents per kilowatt hour for a fixed 12 month period included my delivery provider charge. The agent set up the service that day and told me my deposit would be $210. When I said I couldn't pay that much she asked a series of questions to find a category I fit in. I fit into the low income bracket as I'm a senior. She told me that If I could make the first payment of $105 that my service would be on within 2 business days, as long as I faxed a copy of my income information and my drivers license and social security card. On 27 April I called customer service to pay the first half of my deposit $105. I paid my deposit with a visa debit card. So I'm believing that my electricity service is already on with GM until I received a call from my previous energy company threatening to turn off my service unless I paid them $115. I couldn't pay them because I had given my money to Green Mountain thinking that my service would be transferred as I was told. So I call Green Mountain CS at 4:15pm and I'm told that everything was okay with my income but the department that handled my I.D. was missing my drivers license and I told that person that I know it was sent because I did it myself so someone made a mistake, and I was told I would have to call back the next day because that department was closed! Since then I've called back 4 times in almost 3 weeks and my service still has not been moved nor changed over to GM though they had my first deposit $105. Each time I called I received no help from customer service and when I did talk to a supervisor he told me everything was fine and my service would be on with them within 2 days. This is May/15/15 and I have no service with GM and they have my $105. I want my money back since they didn't give me energy service.

Desired Settlement: My money returned to my card ASAP!

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ******** 
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ********'s complaint against Green Mountain Energy Company (“GMEC”) is in regards to her desired date switch to GMEC not completing on May 1, 2015. Additionally, Ms. ******** is requesting to have her partial payment of $105.00 returned to her.

History
On May 1, 2015, Ms. ******** requested to switch her service at **** ***** ***** **** to GMEC.  A security deposit of $210.00 was required to process the enrollment which could be split in half pending supporting documentation being sent reflecting that Ms. ******** was a low income customer.  The amount of $105.00 would then be required to have service begin and the remaining half of the deposit request would be billed on the first invoice.  Ms. ******** agreed and the enrollment was completed. 
 
On May 4, 2015, a fraud alert security notification associated with Ms. ********’s identification was received from the credit bureau. At that time, a GMEC representative was unable to notify Ms. ******** as there was no contact information listed for the account.  The account was noted that two forms of identification would be required to complete the enrollment. 
 
Later that day, Ms. ******** contacted GMEC for a status of the enrollment.  Ms. ******** was advised of the supporting documentation required to satisfy the fraud alert security notification and to complete the deposit request.  A payment of $105.00 was also processed to the account. 
 
On May 8, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment. The GMEC representatives advised Ms. ******** that GMEC had not processed the documentation to verify her identification.
 
On May 12, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment. The GMEC representative advised Ms. ******** GMEC has processed the documentation to verify her identification and her switch will complete within one to two days.
 
On May 13, 2015, Ms. ******** contacted GMEC requesting a status of her switch enrollment and was improperly advised that the status was inactive and the switch will complete on the next business day. Ms. ******** requested to speak with a supervisor.
 
On May 14, 2015, GMEC confirmed that the enrollment completed and was active.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********. On May 19, 2015, GMEC has initiated a request to reinstate the account with Ms. ********’s previous service provider as of May 14, 2015.   A request has also been placed to refund the amount of $105.00 to Ms. ********.
On May 22, 2015, a GMEC agent attempted to contact Ms. ******** to advise of the research results and will provide an update once the reinstatement has completed.    

For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
************

6/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to have my services transferred to a new home we were purchasing. I had the date of move out on my current address to be on May 26th, 2015. I called in today, May 22nd, 2015 to change that date because our lenders moved our closing date on the new house back a week unexpectedly. When I called in to have a stopped place on the turn off date, they proceeded to tell me there was absolutely NO WAY to guarantee that my service would not be shut off. Not only would it be shut off, but it would be off for up to two business days, then I would also have to pay a reconnect fee (which I was never told the pricing of this either, so who knows what outrageous amount that will be). This is completely unacceptable, I pay my bills every month on time and have been a loyal customer for years and this is how we are treated. There is a way to have an order cancelled, they just didn't want to take the extra time to help. If ANYONE was without power for two days, with food rotting in their refrigerators and no A/C in the Texas heat, they would find this completely outrageous as well. Then on top of it to charge me another fee to have it reconnected! EVERY other company I had move out dates set for have set up a new time and date with no issues. Green Mountain is the only company who has given me any kind of negativity on switching the dates.

Desired Settlement: I want to be guaranteed my services won't be interrupted for two business days and I won't be charged a reconnect fee if they are. This policy needs to be changed, and have better customer service. ***** (employee ID ******* the manager I spoke with was completely worthless on helping.

Business Response:

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. *******' complaint against GMEC is regarding the change of her scheduled move out request of May 26, 2015 for her electric service at *** **** ****.

History
On May 20, 2015, Ms. ******* contacted GMEC requesting to transfer her service from *** **** **** to *** ********* *****. Ms. ******* requested to terminate service at *** **** **** on May 26, 2015 and initiate service at *** ********* ***** on May 22, 2015. The GMEC representative advised Ms. ******* should she decide to change the move in date or the move out date, GMEC requires a minimum of 2 business days advanced notice prior to the requested dates tom complete the new request. Ms. ******* agreed to transfer service and the GMEC representative submitted the transfer of service request.
 
On May 22, 2015, Ms. ******* contacted GMEC requesting to change the May 26, 2015 move out date for service address *** **** **** to June 6, 2015. Unfortunately, GMEC requires a minimum of 2 business days advanced notice prior to the requested move out date to allow Oncor, the Transmission and Distribution Utility Company, enough time to cancel the previous request and complete the new request.  Due to Ms. ******* contacting GMEC on the evening of Friday May 22, 2015 and Monday May 25, 2015 being a holiday, GMEC advised Ms. ******* there was insufficient time to change her move out request, however a move in request for May 26, 2015 could be submitted to reconnect her electric service should the move out request be completed. Ms. ******* did not accept to process a move in request at this time and disconnected the line.
 
On May 26, 2015, Ms. ******* contacted GMEC requesting the scheduled move out for that day to be changed to June 6, 2015. The GMEC representative informed Ms. ******* GMEC could not change the move out request due to insufficient time, however a priority move in request could be submitted for the same day, therefore should the move out request complete causing her service to be disconnected; the electric service will be reconnected shortly thereafter. At this time Ms. ******* agreed to process a priority move in request for May 26, 2015 for service address *** **** **** .
 
Later that day Ms. *******' move out request for service address *** **** **** completed followed by the priority move in request, which initiated service once again. Ms. ******* was advised she should contact GMEC once she is ready to terminate service at *** **** ****.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******. A review of Ms. *******’ account determined that due to Ms. ******* contacting GMEC on the Friday evening of May 22, 2015 and Monday May 25, 2015 being a holiday, her request to change her move out request scheduled for May 26, 2015 could not be processed, however GMEC submitted a priority move in request scheduled for the same day to ensure electric service would be immediately reconnected should the electric service be disconnected at *** **** ****.

Account Status
Ms. *******' GMEC account is active and currently has a zero balance.

For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

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

5/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I could not find a correct "Nature of the problem" above. The correct problem description would be... "BILLING/Payment- Company has problem with its online payment system" Two times now I have submitted my payment online, gotten a confirmation code, received my payment was received email, only to receive an ugly letter in the mail later notifying me that my payment was not made. only this time. They say that the bank did a return payment on them and requested it back. But I always keep more than sufficient funds in my bank, and according to my bank, they never even received a payment request to make a payment to them. They have no record of a request, of them receiving a payment, or of requesting the money back. I just signed a new contract with green mountain energy, and do not want to have to keep dealing with this. I thought the first time was an accident, but twice is ridiculous, and leaves me wondering if my payment will go through in their system every month. And the hassle I have to go through to prove that I had funds in my account and that it wasnt an issue that came from my bank is not something I should have to deal with when I have money in my account and do my job to pay my bill on time!

Desired Settlement: Well, first and foremost I would like Green Mountain Energy to identify and fix their online payment system problem. I would appreciate an apology in the form of a letter that recognizes that this problem originates in their system and that they apologies for all the anguish I had to go through in dealing with this problem. I would also like the letter to be added to my account in case this happens again.

Business Response:

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

 At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******** is disputing two returned payments on her GMEC account, stating her bank never received  payment requests for the attempted payments from GMEC.
 
History
On November 10, 2014, Ms. ******** processed a onetime bank draft payment request of $139.21 via online.
 
On November 14, 2014, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account.
 
On November 17, 2014, a notification was sent advising Ms. ******** that the attempted payment was unsuccessful at this time. The notification requested Ms. ******** remit the payment or attempt to contact GMEC to avoid possible disconnection of service. 
 
Ms. ******** resubmitted the $139.21 payment via credit card on November 20, 2014 which successfully posted to her account.
 
From December 4, 2014 through March 11, 2015 Ms. ******** successfully processed one time bank draft payments for monthly invoiced amounts.
 
On April 11, 2015, Ms. ******** processed a onetime bank draft payment request of $65.11 via online. Later that day a switch request was received closing Ms. ********'s account with GMEC.
 
On April 16, 2015, the $139.21 payment was returned to GMEC. A $25.00 returned payment fee was assessed to the account.
 
On April 17, 2015, a notification advising Ms. ********, the attempted payment was unsuccessful at this time. The notification requested Ms. ********'s remit a payment or attempt to contact GMEC to avoid possible disconnection of service. Additionally, due to multiple returned payments, the option to process payments with credit cards or checks was removed from Ms. ********'s GME account.
 
On April 23, 2015, Ms. ******** contacted GMEC disputing the removal of the credit card and check payment option on her account. The GMEC representative explained to Ms. ******** because two payments were returned, the credit card and the onetime bank draft options were no longer available options to submit payments. The GMEC representative offered Ms. ******** other payment alternatives however Ms. ******** wanted to dispute further. She was provided the following GME email address, paymentInquiries@greenmountain.com, to submit supporting payment documentation in order for GMEC to research further.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********. GMEC has identified the online  payments attempted on November 14, 2014 and April 16, 2015 were returned due to incorrect information being entered when submitting the payment request. As a courtesy, GMEC removed one of the $25.00 returned check fee on April 27, 2015. Additionally, GMEC has reactivated the check payment option on Ms. ********’s GMEC account. Ms. ********'s account is closed and has a balance of $85.14 due May 13, 2015.
 
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

5/7/2015 Problems with Product/Service
5/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called in February to receive Green Mountain energy,for my electricity provider. I talked to a customer service Representative to start my electric service. I provider h er a service address,and she never asked me for my physical address. She sent the bills to my service address. I haven't received a bill from them in three months. They disconnected my electric service today without an explation.

Desired Settlement: Green Mountain customer service could not find my account,and when they eventually did,they would not take responsibility for their mistake. I tried too explain the situation to them. They blamed me for the mistake,and wanted the money I owed them for the bills I haven't received.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* is disputing the disconnection of service on April 8, 2015, due to invoices not being mailed to her mailing address **** * ***** ******.
 
History
On January 14, 2015, Ms. ******* contacted GMEC requesting to initiate electric service at ***** * ******** ****** effective January 30, 2015. Ms. ******* confirmed this address was also the mailing address for all correspondence.
 
On March 2, 2015, an invoice was mailed to ***** * ******** ****** for $326.75 for the billing period of January 31, 2015 through February 26, 2015 due March 18, 2015.
 
On March 25, 2015 due to no payment received, a disconnection notice was mailed to ***** * ******** ****** due April 6, 2015.
 
On March 31, 2015, an invoice was mailed to ***** * ******** ****** for $ 707.54 for the billing period of February 26, 2015 through March 27, 2015 with a balance forward of $359.70 and current charges of $359.70 due April 16, 2015.
 
Payment was not received by the April 6, 2015 disconnection due date; therefore a disconnection request was sent to Oncor Electric Delivery (ONCOR) on April 7, 2015.
 
On April 8, 2015 Ms. *******'s electric service was interrupted due to non-payment. Ms. ******* contacted GMEC and processed a payment of $321.75. A reconnect order was submitted and Ms. *******'s electric service was reconnected before 11:59 p.m. that day. Additionally, Ms. ******* requested to update her mailing address to **** * ***** ******. All correspondence will be mailed to **** * ***** ****** going forward.
 
Resolution
GMEC regrets any inconvenience or confusion these proceedings may have caused Ms. *******.  A review of Ms. *******’s enrollment request confirmed Ms. ******* agreed that all GMEC correspondence should be sent to the service address ***** * ******** ******. GMEC has reached out to Ms. ******* and offered payment arrangements to assist with payments. Additionally, as a gesture of good will to ensure customer satisfaction, GMEC has removed a late fee of $17.99 from Ms. *******'s account.
 
Account Status
Ms. *******’s GME account is active and currently has a balance of $425.79.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
713-********

4/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Oaks Apartments- Green Mountain Energy Acct # ********** This letter serves as a formal complaint against Green Mountain Energy in setting up new services and monthly charges. This entire ordeal began back in July 2014 when I requested new services with this company and was advised that it was completed. To summarize the experience, following up my initial contact with Green Mountain Energy, I received a call from a representative who requested a copy of my DL for verification purposes. This was faxed over within minutes, she then contacted me again and advised that the ID was “dark” on her end so I needed to resend it, once they receive it, the account will be opened and everything will be finalized. The ID was sent once again made lighter as she requested. (I have copies of fax confirmation, dated and time stamped) Based on this information that the representative provided this account should have been set up with a start date of August 2, 2014. However, in Oct 2014 I received a bill from Green Oaks Apartments with charges for August to October. As bizarre as this seemed, I contacted the front office to inquire about this charges (although the account information that Green Mountain Energy provided was given to them in August as a requirement). I was then informed that the account is invalid. I then contacted Green Mountain Energy and the level of unprofessionalism was unbelievable. After 3 hours of speaking to different floor supervisors in an effort to rectify this issue, the end result was finding out that the account was not set up and it will be done from that day if I can resend my information. It was evident that someone dropped the ball on their end, I requested reimbursement for the extra fees that Green Oaks Apartment charged me and was advised that there was no bill generated on my account with Green Mountain Energy, so they were unable to credit the account. I requested to speak to an actual department/regional supervisor - this was also a dead end and was promised a call back which I obviously never received. Also now the agreement is overlapping from my lease terms to the end of contract term with Green Mountain Energy. Therefore, I should not be help accountable for the termination of the agreement at the end of my lease due to the fact that Green Mountain Energy dropped the ball on setting up my account at my initial request. Secondly, I have inquired about the actual reading of the meter and it appears that it is done on a monthly basis. However, I believe this to be false. I travel a lot and usually I am not in the apartment and the monthly charges range from $80-$90 a month. This is rather high for just one occupant with only a refrigerator running constantly. I strongly believe that the meters are not being read or perhaps even the wrong meter. Regards, ***** *******

Desired Settlement: Please feel free to contact me if you need any additional information. As stated before, I have copies of faxes and also recorded call. I am seeking some form of reimbursement for the charges imposed unto me.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
                                                                       
Issue
Ms. *******’s complaint against Green Mountain Energy Company (“GMEC”) is in regards to the timeframe to initiate her electricity service at *** ******** ***** ****.  Additionally, Ms. ******* states that her meter is not being read monthly and that her usage is high and that she should not be assessed a cancellation fee once her lease agreement with her apartment complex has ended.  Ms. ******* is requesting reimbursement of charges from her apartment complex due to the delayed service start date and is requesting assistance with this matter.
 
History
On July 25, 2014, Ms. ******* contacted GMEC requesting to enroll the electric service account at *** ******** ***** ***2 effective August 1, 2014.  While processing Ms. *******'s enrollment, her identification could not be verified; therefore, the GMEC representative requested that Ms. ******* provide a copy of her identification in order to complete her enrollment request.  Ms. ******* was advised to submit a copy of her identification via fax and was provided with GMEC’s fax number.
 
On July 26, 2014, Ms. ******* contacted GMEC requesting an email address to submit the requested copy of her identification and was provided with ************@greenmountain.com.
 
On July 29, 2014, GMEC received a copy of Ms. *******'s identification; however, it was illegible. At that time, a GMEC representative contacted Ms. ******* and requested that she resend a copy of her identification.
 
Later on July 29, 2014, GMEC received a copy of Ms. *******'s identification; however, the copy was illegible. Ms. ******* was not contacted regarding her identification.
 
On August 27, 2014, Ms. *******'s enrollment request for electric service at *** ******** ***** **** expired due to her identification being unable to be verified.
 
On October 9, 2014, Ms. ******* contacted GMEC regarding the status of her enrollment and was advised that the enrollment request had expired due to GMEC not receiving a legible copy of her identification.  At that time, Ms. *******’s call was transferred to an enrollment specialist to complete her move-in request.  Ms. ******* agreed to enroll the electric service account at *** ******** ***** **** effective October 10, 2014.  While processing Ms. *******'s enrollment, her identification could not be verified; therefore, the GMEC representative requested that Ms. ******* provide a copy of her identification in order to complete her enrollment request and provided GMEC’s fax number.  At that time, Ms. ******* requested a $50.00 account credit due to fees incurred by her apartment complex and was advised that her enrollment request would first need to complete in order for the account to be reviewed for a $50.00 account credit.
 
On October 10, 2014, GMEC received a valid copy of Ms. *******'s identification. At that time, Ms. *******’s move-in request was processed and completed effective October 13, 2014.  A terms of service agreement, electricity facts label (EFL) and “Your Rights as a Customer” document were sent to Ms. ******* on October 13, 2014.
 
On October 27, 2014, an invoice for $13.35 was sent for the billing period of October 13, 2014 through October 15, 2014 (24 kWh) due by November 11, 2014.
 
Subsequent invoices were sent to Ms. ******* from November 18, 2014 through March 16, 2015 reflecting actual meter readings obtained from her transmission and distribution service provider (TDSP) for her electric service account at *** ******** ***** ****.
 
On March 23, 2015, an invoice for $168.99 was sent for the billing period of February 17, 2015 through March 18, 2015 (619 kWh) due by April 8, 2015 with a Balance Forward of $77.45, a Late Payment Penalty of $3.63 and Current Charges of $87.91.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******. A review of Ms. *******'s account determined that invoices sent to Ms. ******* from October 10, 2014 to March 23, 2015 reflect actual usage as reported by the TDSP; therefore, no adjustments are warranted at this time. Ms. ******* was advised that she could monitor her usage at www.smartmetertexas.com. As a courtesy, a $100.00 account credit and Late Payment Penalties totaling $8.03 were applied to Ms. *******’s account. The term of Ms. *******’s current price plan, the Pollution Free Apartment Reliable Rate, is 12 months.  If Ms. ******* chooses to switch to another retail electric provider (REP) prior to the end of her term, the account is subject to being assessed an Early Cancellation Fee of $200.00 in accordance with her Terms of Service.
 
Account Status
Ms. *******'s account is active and currently has a credit balance of $47.29.
 
For any additional questions about this concern, please contact me at 713-488-5416.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
713-********

4/24/2015 Advertising/Sales Issues
4/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir or Madam, Energy supplier called “ Green Mountain Energy” switched energy service from a former Energy supplier “ PECO Energy” without my permission. When I called them and asked what is going on, they said: they got permission to switch the service from my Son , when is EVEN NOT on the account!!! I am only ONE on the account. My son remembers, that somebody came to the property and bother him with the advertisement about a new and cheaper energy service, my son did not sign any paperwork , they just tricked him by asking his name. And still they should not switch the service without my permission, since I am ONLY one on the account. I am disappointed because “ Green Mountain Energy” Rate is 0.139 $ per KWH, however former service rate is 0.086 $ per KWH. 0.139/0.086 = 1.6. My bills for energy were higher in 1.6 times. To resolve the problem, I would appreciate money refund. I look forward to your reply and a resolution to my problem and will wait until April 21 before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone Sincerely, ***** **********.

Business Response:

To Whom It May Concern,

 Green Mountain Energy received Ms. ***** **********’s complaint
on March 31, 2015.  The following outlines her enrollment, account status,
and our resolution.

Ms.
**********’s electricity account was enrolled in person for Green Mountain
Energy on October 24, 2013 by a Mr. ******* *********.  During the enrollment, Mr.
********* was presented with all required disclosures including the fact that
our product was for a variable supply price plan.  Following enrollment, Mr. ********* was
mailed a copy of the Terms of Service for the electricity account which
additionally outlined the variable supply price, including that it may be
higher than his local utility’s supply rates.  

Prior to receiving the complaint, Green Mountain Energy spoke with Ms. ********** on March
23, 2015.  We reviewed the terms of her
enrollment, supply prices charged, and offered alternative supply price plans
available for her.  We also confirmed
that there was no early cancelation fees associated with her current
program.  Ms. ********** declined our
offers, but did not request to cancel the account at that time.  Green Mountain Energy spoke with Ms.
********** a second time on March 23, 2015. 
We reviewed the terms of the enrollment, supply prices charged, and the
aforementioned conversation.  During that
conversation, Ms. ********** requested to cancel her account with Green
Mountain Energy.  Her request was
processed immediately, and her account ended service on March 27, 2015, as
determined by her local utility company, PECO. 
Lastly during that conversation, as a show of good will, we offered to
issue a courtesy credit in the form of a check.  While we were not
obligated to offer a credit, we did so in order to amicably resolve her concern.  We believe this resolution was fair, since the
Terms of Service clearly indicate that her plan was for a variable supply
price.  Ms. ********** accepted our offer. 

Upon receiving her complaint, Green Mountain Energy spoke with Ms. ********** on
April 8, 2015.  During this call, we
reviewed the terms of the enrollment, supply prices charged, the aforementioned
conversations, and confirmed the service end date on the account.  Lastly during that conversation, as a show of
good will, we offered to issue an additional courtesy credit in the form of a check.  Ms. ********** accepted this offer, and confirmed her complaint was resolved. We consider this matter closed.

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

***** *******
























Consumer Response: Better Business Bureau:

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

Regards,

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

4/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Simply put. I was moving to Texas. Loved the idea of wind energy. They asked for $150 deposit in which I immediately processed the transaction. A day later I received a phone call, on record, stating that They need proof of identification. I asked if my I.D. and Birth Certificate is ok, and the nice woman on the phone said yes. I scan and email the required document. Apparently in order to be "GREEN" you have to have certain documents with greenmountainenergy OR they just want to be difficult. I NEED ELECTRICITY. so, being as frustrated as possible, I ask for a refund and reverse. Problem, she can't simply reverse it. She has to get a supervisor. That was on Wednesday. I asked for a reverse on the $150 deposit. No problem. Well, today, I have yet to receive the refund. So, I decide to call. Well, they can't find my account and now, my social is under someone elses name? now my level of frustration is even higher. I've almost boiled over. NO HELP. Now, to top if off, I tell the gentleman that all i request is my $150 refund after it takes him a few minutes to find out where i am in the system he says they will refund it, not by CREDIT CARD reversal but my mailing a check and it will take 45 DAYS!!!!!!

Desired Settlement: REFUND THE APPROPRIATE AMOUNT IN A MORE TIMELY FASHION

Business Response:

Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******* is disputing the time frame required to return his $150 deposit payment.
 
History
On March 24, 2015, Mr. ******* processed an online enrollment with Green Mountain Energy for his service address at **** ********** ****, scheduled for April 8, 2015. A security deposit of $150.00 was requested prior to completing the enrollment. Mr. ******* called GMEC and spoke to a GMEC representative who verified the enrollment was received and advised Mr. ******* the $150.00 deposit request would need to be satisfied for service to start at **** ********** ****. A credit card payment of $150 was processed online later that day.
 
Later that day, a fraud alert security notification associated with Mr. *******' personal identification was received from the credit bureau.  A GMEC representative contacted Mr. ******* to advise him of the fraud alert notification received and to verify his request to enroll for the electric service at **** ********** ****e.  A voice message was left advising Mr. ******* to fax two forms of identification to GMEC at *********************@greenmountain.com,  in order to complete his enrollment request. Mr. ******* returned GMEC's call requesting why GMEC required two forms of identification to process his enrollment. The GMEC representative explained a security notification is a security feature set up by the potential customer to prevent new accounts to be set up in a customer’s name fraudulently.  In order for the security notification to occur, the customer would initiate the security notification flag directly with the credit bureaus. This notification to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus. Mr. ******* was advised a copy of his social security card or any photo identification would satisfy the fraud alert security notification.
 
On March 25, 2015, GMEC received a copy of Mr. *******' Florida driver’s license and a copy of his birth certificate.  A GMEC representative attempted to contact Mr. ******* to advise the submitted birth certificate was not a valid form of identification, however was unsuccessful, therefore a voice message was left with this information and requesting Mr. ******* return GMEC's call. Mr. ******* contacted GMEC later that day stating he did not have another form of identification and requested to cancel his enrollment request with GMEC. GMEC canceled Mr. *******' request for enrollment for service address **** ********** ****e.
 
On March 31, 2015, Mr. ******* contacted GMEC requesting status for his $150.00 payment. The GMEC representative incorrectly advised Mr. ******* his $150.00 payment would be returned within 45 business days.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******. On April 8, 2015 GMEC processed a returned payment of $150.00 back to Mr. *******' credit card, the posting of this payment can take 3-5 days to show on Mr. ******* credit card statement. Several attempts to contact Mr. ******* were made, however unsuccessful. Voice messages were left requesting Mr. ******* contact GMEC at his earliest convenience to discuss the return of his $150.00 payment.
 
For any additional questions about this concern, please contact me at ###-###-####.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
###-###-####
 

4/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been a Green Mountain Energy customer for almost 10 years. I've been pretty loyal because I believe in supporting green energy. Up until now, I've never had an issue with their customer service. For some reason, we didn't get a bill last month. I logged in to pay my account in February and it said that we didn't owe anything, so I just figured my husband had paid it. When I logged in to pay today, our bill was over $600. Three times as much as usual. The customer service agent told me that the "system" hadn't processed an invoice, that it had made a mistake and now three months of bills were due. I asked if I could pay half of the total today and half at the first of April. The customer service agent told me that if I did that, I would get a termination notice because the "system" can only give a ten day extension once you pay. So, if I paid half today, I would have to pay the other half by the 26th, or our electricity would be cut off. If I couldn't pay the other half until the 1st of April, I would have to go to Wal-Mart on the 25th and pay the 1st half of the bill and then I could pay the other half by the 3rd of April, that the "system" wouldn't let him arrange it any other way. I asked if I could speak with his manager or supervisor to over-ride the system. I was told that I would have to tell him specifically who I wanted to talk to in order to be transferred. I told him that was crazy! I don't know who I need to talk to, because I don't work there. He would need to tell me who I SHOULD talk to. He told me that he could not proactively advise me because our phone call was being recorded. I told him that I needed to talk to someone who was over his head. He said, "Hold on, I'll transfer you." And then he hung up on me. Our giant bill was Green Mountain's mistake, not ours. I was willing to pay in full within 2 weeks and I'm not sure why they couldn't just accept my payment the way I wanted to pay it. I was even willing to give the a credit card number to charge on the first of April. The customer service agent was unwilling to help me and was totally uninterested in solving my problem. I actually switched electric companies today I was so upset. I've never been treated so badly by a customer service agent. Fortunately, there are more green electric companies than there were a decade ago.

Desired Settlement: I'd like to pay the remainder of what we owe Green Mountain over the next 6 months without a disconnection fee and without and report to my credit. I'd also like a decent explanation as to why I was unable to get any help today. I've been a long and loyal customer. It's disgraceful that I'd be treated so badly.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. *****s complaint against Green Mountain Energy Company (“GMEC”) concerns a GMEC agent not providing payment arrangements for the corrected invoices sent on February 17, 2015.
 
History
On December 24, 2014, an invoice for $208.30 was sent for the billing period of November 22, 2014 through December 22, 2014 with a Current Average Billing Amount of $198.00 and total Current Charges of $126.79. – This invoice states, “After payment of your monthly Total Due, your deferred Balance will be a credit of $69.15.”
 
On January 27, 2015, an invoice for $355.20 was sent for the billing period of December 22, 2014 through January 23, 2015 with a Balance Forward of $208.30, a Late Payment Penalty of $9.90 a Current Average Billing Amount of $137.00 and Current Charges of $173.37 due February 12, 2015. This invoice states, “After payment of your monthly Total Due, your Deferred Balance will be a credit of $32.78”
 
On February 6, 2015, a review of Ms. *****s account determined that the December 24, 2014 and January 27, 2015 Average Billing amounts were incorrectly calculated; therefore, a revision to the Average Billing amounts occurred which affected the Average Billing deferred balance. The revisions to the Average Billing amount and deferred balance are corrected for each monthly invoice separately.
 
On February 16, 2015, the revisions for Ms. *****s Average Billing amounts were completed.
 
On February 17, 2015, the corrected invoices were sent to Ms. ****.
 
On February 25, 2015, an invoice for $613.20 was sent for the billing period of January 23, 2015 through February 23, 2015 with a Balance Forward of $415.20, a Current Average Billing Amount of $198.00 and Current Charges of $163.06. This invoice states, "After payment of your monthly Total Due, your Deferred Balance will be $127.72"
 
On March 16, 2015, Ms. **** contacted GMEC regarding her GMEC online account not reflecting a balance in February; however, the most recent invoice balance was $613.20. The GMEC representative advised Ms. **** that the February 25, 2015 invoice included corrected invoices from November and December 2014. Ms. **** requested payment arrangements for the balance due; however, she was incorrectly advised that her account was not eligible at this time.
 
Later on March 16, 2015, GMEC received notification that the electric service account at **** ********* **** was switching to another retail electric provider (REP), resulting in the closure of Ms. ****'s account.
 
On March 18, 2015, a final invoice for $818.66 was sent for the final billing period of February 23, 2015 through March 16, 2015 with a Balance Forward of $613.20, a Current Average Billing Settlement Amount of $127.72, a Current Charge of $313.43 and an early cancellation fee of $200.00 due April 3, 2015.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused. GMEC has invoiced Ms. *****s account correctly based upon the terms and conditions of GMEC’s Average Billing program and in accordance with the terms of service.
Ms. ****'s account is now closed and has a balance of $789.01 due April 3, 2015. Ms. **** has been advised that payment arrangements are not available on closed accounts; however, payment arrangements will be provided if Ms. **** switches her electric service account back to GMEC. Additionally, the $200.00 early cancelation fee will be credited if service is placed back with GMEC within 3 months from March 16, 2015. As a courtesy, late payment penalties totaling $29.65 have been credited to Ms. *****s account.
 
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

3/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1.12.15 I signed up on line via "Power to Choose" for a 3 month "Pollution Free 3 Choice" plan @ 5.7¢ per kWh, Move in date of 25.15, On 3.6.15 I made a auto payment on this account 11654239-0..Green Mountain Energy has now decided to "BAIT & SWITCH" my account to a different account (**********) "Pollution Free Conserve 6" with a longer term and Higher rate. The change was NOT authorized, requested or confirmed by me the consumer.

Desired Settlement: I demean this "BAIT & SWITCH" tactic be voided and that the contract I signer up and agreed to "Pollution Free 3 Choice" @ 5.7¢ per kWh be applied to an and all usage from the agreed time of my contract 2.5.15 to the end of my agreed contact term of 3 months (5.5.15).. Furthermore if this issue is NOT resolved within 5 days to my terms I will be contact the TX Public Utility Commission

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
Issue
Mr. *********’s complaint against Green Mountain Energy Company (“GMEC”) concerns a dispute of his rate plan and delivery charges for electricity service with GMEC. Mr. ********* states he signed up for at a rate of 5.7 cents for 3 months; however, his bills are reflecting a price plan of 10.9 cents for a 6 month term.  Mr. ********* is requesting further assistance into the matter.
History
After researching this complaint GMEC has concluded the following:  On 1/12/2015, Mr. ********* enrolled online for service with GMEC at **** **** ****** ***** effective for the requested date of 2/6/2015.  Mr. ********* agreed to enroll in the Pollution Free Conserve 6 100% Wind plan creating account number ********. This plan offers an energy charge of $0.0410960 cents per kWh for usage up to 1000 kWh and $0.107214 cents/kWh for all usage above 1000 kWh in a billing cycle, a $0.00 base charge and ***** electric delivery charges of $5.25 per month and 3.3189 cents per kWh. The term of this plan is 6 months and it has a $150.00 early cancellation fee.  Mr. *********’s enrollment confirmation was sent to the email address of ************@msn.com on 1/12/2015.  The confirmation email included links to the terms of service, “Your Rights as a Customer” and electricity facts label (EFL) documents. 
 
Later that day, GMEC received a duplicate request from Mr. ********* to enroll online for service at **** **** ****** ***** effective for the requested date of 2/5/2015.  Mr. ********* agreed to enroll in the Pollution Free 3 Choice plan creating account number ********. This plan offers an energy charge of $0.021093 cents per kWh, a $0.00 base charge and ***** electric delivery charges of $5.25 per month and 3.3156 cents per kWh. The term of this plan is 3 months and it has a $150.00 early cancellation fee.  Mr. *********’s enrollment confirmation was sent to the email address of ************@gmail.com on 1/12/2015.  The confirmation email included links to the terms of service, “Your Rights as a Customer” and EFL documents. 
 
Our records indicate that GMEC received move-out request through the Energy Reliability Council of Texas (ERCOT) on 2/6/2015 and the service was cancelled on 2/6/2015 due to a new move-in order.  This transaction is sent to notify us that there had been a request made by a customer to drop the current service with GMEC, and a new move-in request with another REP. 
 
On 2/17/2015, a final invoice for $3.67 was sent for the final billing period of 2/5/2015 through 02/6/2015 with Current Charges of $3.67 and a Balance Forward of $0.00.
 
On 2/25/2015, an invoice for $46.66 for account 11654239 was sent for the billing period of 2/7/2015 through 02/23/2015 with Current Charges of $46.66 and a Balance Forward of $0.00.
 
On 3/5/2015, a payment of $3.67 was posted to account number 11654239.
 
On 3/7/2015, Mr. ********* contacted GMEC to dispute the invoiced charges and pricing reflected on his 2/25/2015 invoice for account number ******** stating that the EFL reflects a different price from what was invoiced.  The GMEC agent entered a dispute to research the issue on Mr. *********’s behalf and advised to allow 1-2 billing cycles for the issue to complete.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *********.  A review of Mr. *********’s accounts confirmed that two separate enrollments were received for the address of **** **** ****** ***** for the requested dates of 02/05/2015 and 02/06/2015.  Mr. ********* was invoiced in accordance with his EFL of the Pollution Free Conserve 6 100% Wind plan which reflected the requested date of 02/06/2015.  As a courtesy, GMEC will place Mr. *********’s active account of 11653452 to the requested price plan of the Pollution Free 3 Choice plan.  A corrected invoice will be issued once completed. 
 
On March 16, 2015, a GMEC agent attempted to contact Mr. ********* to provide an explanation of the account.  Mr. ********* also has a direct contact number for a GMEC representative if she needs further assistance.
 
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* *********
Customer Support
713-********

Consumer Response: Better Business Bureau:

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

Regards,

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

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday March 4 my power was turned off, I was suppose to move out but could not due to the other place not being ready. The power turned off at 9 am. I contacted Green Mountain to reconnect my service due to me not moving at this time. I am disabled and stress exasperates my condition. It was 9 am when I started to call the customer service department, the first representative advised me that I needed to do a new move in, I have been living there and had service with this company for the past year, the power was not supposed to be turned off, I forgot to tell them, however not knowing that I could not get the power turned back on as easy as correcting a mistake and reconnecting me the same day I went through a whole day talking to several different representatives and supervisors, did a move in two times, which is a long procedure. I was advised that I could get the Deposit waived( due to me having moved to this place of domestic violence and sent them a form at the move in) and would not have to resend my lease documents. SO I waited thinking that my power was being turned on since that is what I was told by the last Supervisor I spoke with around 11 am or so. ALl this to just turn my power back on that was not supposed to be turned off. I was at the same place did not owe them any money at the time, paid my bills just days prior to that. SO 5 pm came around, on a break from work I decide to check and see if power was in fact being turned on, I was advised again that they can't turn me on, after another supervisor checked my record she put me on hold for a very long time, I got so many answers that day its ridiculous. I cried and was very angry. SO I decided to call another power company to have power turned on. Obviously the power was not going to be turned on until the next morning. When I called again the next morning to check on what the status was on Green Mountain I was treated as if I was a new customer and advised that I needed to send in the lease and asked about the deposit, now mind you the day before I was told that was to be waived because of my situation. I slept in 20 degree cold snowy ice weather that night with no power. I dealt with untrained professionals who gave me different information. I paid a whole lot of money for a small 1 bedroom apartment since I have been with that company, I am at the point to press charges for the pain and suffering I endured due to the misinformation and having dealt with this company all day that day and nothing was accomplished but me without power for a whole day and night. When all they had to do is reconnect me and disregard the move out once I called and advised them that I was not moving. I am stressed, I cannot eat and I am crying still to think about this hjorrible experience I had with Green Mountain Customer Service Department.

Desired Settlement: I want for Green Mountain to send me a refund check of 300 Dollars for the pain and suffering and for having spend a whole day dealing with the most incompetent people that work in the call center in Austin TX.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
Issue
Ms. **** is disputing the disconnection of service for electric service at **** ****** * *** ***** *** **
 
History
On February 24, 2015, Ms. **** contacted GMEC and requested to transfer her electric service account from **** ****** * *** ****** * effective March 4, 2015 to **** ***** ******, * effective February 25, 2015 and her request was processed.
 
On February 25, 2015, Ms. **** contacted GMEC to cancel the transfer of service request. While processing the request, Ms. **** decided to leave the account disconnection date of March 4, 2015 for **** ****** * *** ****e, C as is.  At that time, Ms. **** was advised to contact GMEC back two business days prior to the original disconnection date to make any updates.  The GMEC agent then processed a disconnection request for **** ***** ******,  effective February 26, 2015.
 
On March 4, 2015, Ms. **** contacted GMEC to advise that her service at *** ****** * *** ****** * was disconnected.  The agent reviewed the account and completed a new enrollment for the service address.  The agent advised that a deposit of $279.00 and copy of the lease was required to complete the enrollment.  The agent offered deposit alternatives and advised she would attempt to remove the lease hold.
 
On March 5, 2015, Ms. **** contacted GMEC for an update for the enrollment.  The agent reviewed the account and advised that the deposit request and lease hold was still showing for the account.  Ms. **** requested to cancel the enrollment request.
 
Resolution
GMEC apologizes for any confusion these proceedings may have caused Ms. **** regarding her cancellation of the transfer of service request with us.  In reviewing the account, Ms. **** requested to have the existing disconnection request for **** ****** * *** ****** * remain in place for the initial requested date of March 4, 2015. 
 
Ms. ****’ concerns regarding compensation for reimbursement of disputed charges of $300.00 due to the enrollment of service being delayed will be referred to our Claims area.  The Claims area has up to 45 days to resolve Ms. ****’s request.
 
On March 17, 2014, An attempt to contact Ms. **** was unsuccessful to advise of the referral issued to Claims.  If Ms. **** has any receipts detailing her expenses during this time, they can be faxed to ###-###-#### for review.  
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m.
 
**** *********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will contact  Green Mountain, I was ill and did not get a call or message from a claims department?? I will be calling Green Mountain, thanks

Regards,

****** ****

3/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received my bill two days after the bill due date. I call the company to notify that this happen and to avoid that I have to pay the late fee enforce by the company. When they looked at my bill payment record I always paid my bills on time and never pay late in the past. With good record and also being honorest to what happen with the bill recieved late after the due date. Green Mountain Energy representative didn't care to extend my bill date, but insisted that I will be paying the late fee in my next bill even I paid my bill over the phone. I like to report this issue so that other customers complaint of the same issue then we will know that this Green Mountain Energy playing game to make their customer pay late fee even thous not the customer fault.

Desired Settlement: Would like that the company do the right thing tand not charge the customer the late fee if the company doesn't get the mail payment to the customer on time before the due date.

Business Response:

 
Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ** is disputing a late fee assessed to his GMEC account due to receiving his invoice past the invoice due date.
 
History
On October 27, 2014, Mr. ** requested service with GMEC to start November 3, 2014.
 
On November 3, 2014, Mr. **'s service started with GMEC.
 
On December 5, 2014, an invoice for $63.34 for the billing cycle of November 3, 2014 to December 2, 2014 due December 22, 2015 was sent to Mr. Le.
 
On December 17, 2014, a payment of $63.34 posted to Mr. **** account.
 
On January 8, 2015, an invoice for $79.31 for the billing cycle of December 2, 2014 to January 5, 2015 due January 26, 2015 was sent to Mr. Le.
 
On January 20, 2015, a payment of $79.31 posted to Mr. ***s account.
 
On February 7, 2015, an invoice for $71.26 for the billing cycle of January 5, 2015 to February 3, 2015 due  February 23, 2015 was sent to Mr. Le.
 
On February 25, 2015, due to no payment received a late fee of $3.56 was assessed to Mr. **** account, which would be assessed on the following billing cycle.
 
On February 26, 2015, Mr. **** wife, Mrs. ** contacted GMEC stating she received her GMEC invoice on February 25, 2015 with a due date of February 23, 2015. The GMEC representative explained to Mrs. ** invoices are mailed out 16 days from the payment due date to allow time for payment. The GMEC representative confirmed the February invoice was mailed on February 7, 2015 as scheduled and suggested mail service may have been delayed due to recent weather conditions. Mrs. ** then made a payment of $71.26 to her GMEC account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. and Mrs. **.  Additionally, GMEC understands mail delivery issues may occur that are beyond the customer's control therefore, the $3.56 late fee applied to Ms. **** account has been removed to ensure she has a positive customer experience with GMEC. Mr. ** has been contacted and advised of these proceedings.
 
For any additional questions about this concern, please contact me at ###-###-####.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

**** **

2/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received notice from the credit bureau that Green Mountain reported me to collections and it dropped my score about 60 points. I moved residences and scheduled my final payments in November & December 2014. I know that Green Mountain must have these payments on recorded phone calls. I respectfully request investigation of this issue because I pay my bills and was a Green Mountain customer for many years & only could not carry forward to use GM because of the area of Austin TX I live in. I am basically a single parent with 5 kids and my credit is extremely important to me. I had issue with GM raising my kilowatt rate without confirming with me that it was going to be double what is was while I was under "contract" - these two issues are serious and I will contact the FTC and PUC if GM refuses to repair my credit. I realize GM already has quite a few issues of reported unfair communication with its customers. I have always paid my utility bills and I hope that GM will remove the mark on my credit bureaus ASAP and review my account. I have received no communication about owing GM money. I did move on 9.5.2014 and my new address is in Austin TX, my old address was in Pflugerville, TX. I take my credit seriously and I take paying my bills seriously. I take seriously that GM took advantage of their billing practices with me and now has ruined my credit. I respectfully request correction of my credit bureau - all credit bureaus. If I owe you money - please provide proof and provide documentation on how you contacted me. I have not received any communication of written form from GM since 9.4.2014. I answered a call from GM and at that time scheduled remaining payments for Nov. 15 and Dec. 1, 2014. Please help me get GM to correct my credit bureaus. This is a seven year mistake for GM to do against me or any consumer. They also need to refund hundreds of dollars in over charge for kilowatt hours. They doubled the rate without notice.

Desired Settlement: Please remove me from collections because I scheduled payments and I am sure GM has proof. I paid the account in full and have not been contacted since last fall. They also owe me a refund of hundreds of dollars for almost doubling rate on kilowatt hours without notifying me. My credit is ruined unless they remove the incorrect reporting. If I owe money - I will pay them - but I am easy to contact and the last written contact was 9.5.2014. Unethical to ruin someone's credit when I was such a long time customer and paid all my bills. Unethical to treat a good consumer this way.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
Issue
Ms. ******* is disputing her GMEC account being subject to collections agency activity. Ms. ******* states she scheduled a November and December payment that did not post to her GMEC account. Additionally, Ms. ******* is disputing her monthly invoiced amounts.
 
History               
From January 10, 2010 to September 5, 2014, Ms. *******'s account was billed on the Pollution Free variable rate plan, due to not selecting a fixed rate plan once her term product ended. During this time Ms. ******* was invoiced according to the Pollution Free Terms of Service, additionally all subsequent invoices sent to Ms. ******* stated the following:
 
"If you are on a variable rate price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges and Credits." For information about the price that will be charged  on your next bill, or to find out about your fixed rate products that offer greater price stability, please call Customer Care at ###-###-####."
 
No plan changes have been requested therefore Ms. *******'s GME account remained on the Pollution Free variable rate plan.
 
On June 23, 2014, an invoice for $714.44  was sent for the billing period of May 19, 2014  to June 19, 2014  with a balance forward of $292.27 and a current balance of $ 407.46 due July 9, 2014.
 
On July 10, 2014 a disconnection notice for $292.27 was sent to **** ***** ***** ***s with a due date of July 21, 2014.
 
On July 15, 2014, a payment of $300.00 posted to Ms. *******'s account.
 
On July 23, 2014, an invoice for $935.19 was sent for the billing period of June 19, 2014 to July 21, 2014 with a balance forward of $414.44 and a current balance of $520.75 due August 8, 2014.
 
On July 25, 2014, Ms. ******* contacted GMEC requesting her current account balance. The GMEC representative provided Ms. ******* the  account balance of $935.19 for the above billing period. The GMEC  representative offered Ms. ******* payment arrangements to assist with payments, however Ms. ******* declined stating she would be shopping for a new electricity service provider and she would be contacting GMEC at a later time.
 
August 7, 2014, a payment of $935.19 posted to Ms. *******'s account.
 
August 21, 2014, an invoice for the billing period of July 21, 2014 to August 19, 2014 for $524.12 was sent to **** ***** ***** ***s with a due date of September 8, 2014.
 
On September 5, 2014, GMEC received a request from another customer requesting to initiate service at **** ***** ***** ***s, GMEC approved this request, closing out Ms. *******'s GMEC account.
 
On September 9, 2014, a final invoice for $844.54 was sent to **** ***** ***** ***s for the billing period of August 19, 2014 to September 5, 2014 with a balance forward of $524.12 and a current balance of $320.42 due September 25, 2014.
 
From September 29, 2014 to October 2, 2014, several attempts to contact Ms. *******, regarding the past due amount were made, however unsuccessful.
 
On October 3, 2014, Ms. ******* contacted GMEC requesting to make a $500.00 towards the past amount due and schedule the remaining $344.54 in December. The GMEC representative advised Ms. ******* the past due balance will be subject to collection agency activity on November 9, 2014. Ms. ******* requested a call back  on October 20, 2014 to pay remaining balance.
 
On October 6, 2014, a  payment of $500.00 posted to Ms. *******'s account, leaving a past due balance of $344.54.
 
On October 20, 2014, GMEC attempted to contact Ms. ******* per her request, however was unsuccessful.
 
From October 22, 2014 to October 29, 2014 several attempts to contact Ms. ******* were made, however unsuccessful therefore voicemails were left requesting Ms. ******* contact GMEC to avoid collection agency activity.
 
On October 29, 2014, Ms. ******* contacted GMEC requesting stating she would contact GMEC on October 31, 2014 to make payment.
 
On November 4, 2014, GMEC attempted to contact Ms. ******* however was unsuccessful, a voicemail was left requesting Ms. ******* contact GMEC.
 
On November 19, 2014, GMEC attempted to contact Ms. *******, however was unsuccessful. Later the same day the remaining $344.54 balance on Ms. *******'s account became subject to collections activities.
 
Resolution
GMEC apologizes for any confusion these proceedings may have caused. After review of Ms. *******'s account, it has been determined the account was billed according to the Pollution Free Terms of Service. At this time, no corrections are warranted.
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have discussed time and time again to change my due date since on the 8th of every month they send out a bill on the 10th of every month they send out a late with a 10.00 charge and on the 12th they send out turn off notice that costs 20.00. That is 30.00 for being 4 days past due. I have explained to them that the government pays me on a certain day of the month and then in turn I will be happy to pay them. I always pay my bill and at this time I have a 0 balance and they tell me I am not in good standing so they can't switch my due date. Also, I feel like they are gouging me with the prices and then add 30.00 on every month, I have gone without groceries just to keep up with them.

Desired Settlement: All I am asking to to switch my due date so I can accommadate there wishes and my need. Thank you

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue Ms. ******r is disputing invoiced charges and requesting a specific invoice due date for her electric service account at ***** ********** **** #****.
 
History On December 23, 2014, an invoice for $71.76 was sent with a Balance Forward of $39.96, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00, Late Payment Penalty of $2.79, Credit for Disconnect Notice Fees totaling $40.00, Credit for Disconnect Request Fee of $ 25.00, Credit for Reconnect Request Fee of $15.00, Late Payment Penalty Adjustment of $2.26, a Reversed Fee of $1.92 and Current Charges of $73.19.
 
On January 15, 2015 a disconnection notice for $71.76 was sent due by January 26, 2015 This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $25.00 each time we process a transaction requesting that the TDSP disconnect service.
•           $15.00 each time we process a transaction requesting that the TDSP reconnect service.
•           $25.00 for payment returned for insufficient funds.
•           An early cancellation fee, if applicable as described in your contract
 
On January 26, 2015, an invoice for $121.17 was sent with Credit Balance Forward of $8.24, Disconnect Notice Fee of $20.00, Late Payment Penalty of $3.59 and Current Charges of $105.82.
 
On February 16, 2015 a disconnection notice for $121.17 was sent due by February 26, 2015. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $25.00 each time we process a transaction requesting that the TDSP disconnect service.
•           $15.00 each time we process a transaction requesting that the TDSP reconnect service.
•           $25.00 for payment returned for insufficient funds.
•           An early cancellation fee, if applicable as described in your contract.
 
Multiple contacts were received from Ms. ******r on February 16, 2015 and February 17, 2015, disputing the invoiced late fees and disconnect notice fees and requesting to change her invoice due date. GMEC representatives advised Ms. ******r that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program and provided an explanation of the invoiced charges.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******r; however, a review of the account determined that she was invoiced in accordance with her Terms of Service.  A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed.  A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account.  Any fees assessed to Ms. ******r’s account were disclosed in her Terms of Service and on the disconnect notices sent.  Additionally, GMEC offers a variety of services and products to assist our customers in managing their electric service accounts.  GMEC’s Pick Your Due Date program allows for customers to choose a specific due date for their monthly billing; however, in order to be eligible for the program, certain regulatory requirements have to be met.  A review of Ms. ******r’s account confirmed that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.
 
As a courtesy, a request has been processed to change Ms. ******r’s invoice due date to the 13th of each month.  Additionally, a Disconnect Notice Fee of $20.00 and Late Fee of $5.88 were credited to the account.
 
Ms. ******r has been contacted and provided an update.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They lost my payment for December so I have sent a proof of payment (bank statement & cleared check from the bank) to ***************@*************.com and ******t@*************.com several times and called them over 5 times it has been going on for a month. whenever i called them I would have to start explain the situations from the beginning over and over again and those customer service people told me to pay the past due even though I already paid for it they just could find payment or they were not trying to find it. I really don't know what to do I even spoke to supervisors several times there is no help from them either. I have been with Green Mountain almost 10years, i am very disappointed by their customer service. My Account # is ********** service address is **** ***** ***** ** **** ** *****. They said the payment was applied to my old account (which we moved this address one and a half years ago), so basically they knew what had happened but they still did not correct the error so I am having to email them or call them every week because I get these disconnection notices. Please help!

Desired Settlement: Please get the billing error corrected, credit on my account.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Mr. ******** is disputing the time frame to receive a response regarding GMEC’s investigation regarding the status of the $80.38 payment Mr. ******** made on December 16, 2014.
 
History
On December 9, 2014, an invoice with the amount of $80.38 for the billing period of November 3, 2014 to December 4, 2014 due December 29, 2014 was mailed to Mr. ******** at service address **** ***** ***** ***** for his GMEC account # *********
 
On January 12, 2015, an invoice for $183.81 which included a previous balance of $80.38 and a current balance of $94.66 for the billing cycle of December 4, 2014 to January 7, 2015 due January 28, 2015 was sent to Mr. ********.
 
On January 17, 2015, Mrs. ******** contacted GMEC regarding her January invoice. Ms. ******** stated she submitted an online payment through *** bank Wells Fargo Bank, to GMEC on December 16, 2014 for $80.38. The GMEC representative informed Ms. ******** the $80.38 payment had not posted to her GMEC account, therefore an investigation to locate the payment would be initiated. The GMEC representative submitted a missing payment investigation for the $80.38. The GMEC representative requested that Mrs. ******** submit a proof of payment to GMEC's payment processing department, to assist in locating the $80.38 payment.
 
Later that day Ms. ******** contacted GMEC stating she noticed a different account number on her payment confirmation page from Wells Fargo Bank. The GMEC representative advised Mrs. ******** the previously submitted  investigation would locate the payment and once located it would be credited to Mrs. ********’s account.
 
On January 19, 2015, GMEC received an email from Mrs. ******** with the Wells Fargo Bank payment confirmation.
 
On January 23, 2015, GMEC received an email from Mrs. ******** stating she has not received a resolution for her $80.38 payment investigation. GMEC responded to this email advising Mrs. ******** the investigation was still underway and once a resolution was provided GMEC would contact Mrs. ********.
 
On February 2, 2015, A disconnection notice of $173.81 was mailed to **** ***** ***** *****, due February 12, 2015.
 
On February 5, 2015, Mrs. ******** contacted GMEC requesting a supervisor, due to receiving a disconnection notice. The GMEC supervisor apologized to Mrs. ******** explaining the investigation was still under review, therefore her GMEC account was protected from disconnection. Additionally, the GMEC representative advised Mrs. ******** her $80.38 payment made from her financial institution was submitted to a different GMEC account number, therefore locating the payment was prolonging a resolution. An extension was placed on Mrs. ********’s account until the investigation was complete.
 
On February 16, 2015, Mrs. ******** contacted GMEC requesting information for the missing payment investigation. The GMEC representative informed Mrs. ******** the investigation was still pending, however she would be contacted once a resolution was received.
 
On February 17, 2015, Mr. ********'s $80.38 was located and posted to Mr. ********'s GMEC account. Mrs. ******** submitted an email to GMEC requesting updated information for the missing $80.38 payment. GMEC advised Mrs. ******** the $80.38 payment was located and has been credited to her GMEC account.
 
On February 24, 2015, GMEC received a switch request from another retail electric service provider for service address **** ***** ***** *****. Mr. ********’s GMEC account is pending closure due to this switch request.
 
Resolution
GMEC apologizes for any confusion these proceedings may have caused Mr. ********. After review of Mr. ********’s account, it has been determined that the payments submitted through Mr. ********’s  Wells Fargo Bank were being submitted for Mr. ********’s outdated GMEC account number# ********, instead of his current GMEC account #********* Several attempts to contact Mr. ******** have been made however unsuccessful, messages have been left requesting he contact GMEC at his earliest convenience to discuss payment options. Additionally, late payments and disconnection notice fee charges associated with the delay of the $80.38 payment have been credited to Mr. ********’s account as a courtesy.
 

 For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

*** ********

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company turned my service off for $11 IN June when calling about the excessive fees related to their timely disconnection of my service tricked me into a year contract. Since then everytime I call them their rude and unwilling to assist me in any way. Today I asked to file a complaint on a customer service person Frank who was rude to me insulted me by indicating I was to go to charity to help pay my bill. That was totally an insult since I have always paid my excessive bills at Green Mountain Energy for the past 2 years. Is this how you treat a 2 year customer. He also kept me from making a complaint had to call back three times not to get him on line. He went out of his way to avoid me from letting his company know how he handled the call. I am not happy after 2 years with this company I do not feel I am saving money as they claim only paying excessively for renewable energy. The extra fees this company charges is questionable such as late $20 extra, numerous fees many for a service interruption/reconnect afterwards you would wish you had any other electric provider. I have 690 sf apartment and I have paid more for electric service that my brothers 2900 sf home in Plano. The customer service is the worst I have ever seen in 57 years. Locked into a contract till June they claim I cannot get service with anywhere until their so-called contract was satisfied. My complaint includes today's encounter and my last 8 months of communication with this heat less company. After 2 years of service I believe I have a right to be treated with at the very least the very minimal standards of customer service and I was not. I was insulted and treated like I was bad customer

Desired Settlement: Apology. Responsibility for the excessive fees that I was charged and I had to pay. Personal apology from Frank for making a rude comment to me about me calling a charity to pay my bill, when I also for 2 years paid my excessive Green Mountain Energy bills. Will file additional complaints with other venues until resolved.

Business Response:

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

2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: "Electricity Facts" price info on website/PDF document for month-to-month plan is unethical. Deceptively simple box/chart at top of document gives essentially false pricing. Ambiguously worded fine print makes it legally/technically accurate. Company misrepresents what price they are charging and doesn't provide the actual price anywhere. Company has gouged me for months with false pricing while I freeze at home trying to get my electric bill down. My bill for last month is approximately 250% higher than the same month last year. I run a small business. I want to make as much money as I can from my business. Any business should be allowed to make as much profit as possible. But it should be done ethically.

Desired Settlement: I would like my current bill to be adjusted down to reflect the pricing of the new rate plan/contract I just signed up for.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
Issue
Mr. ***** is disputing his monthly billed amounts based on a variable rate plan for his service address **** ******* ***** #****. Mr. ***** is also requesting that GMEC update our Terms of Service and Electricity Facts Labels to adequately explain the plan details.  
 
History
On November 5, 2014 Mr. ***** requested to start electric service at **** ******* ***** #****. Mr. ***** agreed to enroll on GMEC's  Pollution Free Simple 7 plan. The term of this plan is 7 months and it has a $150.00 cancellation fee.  Mr. ***** was provided with his Terms of Service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.
 
On April 30, 2014, a contract expiration notice was sent to Mr. ***** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan, a month-to-month plan with no minimum contract term and no cancellation fee.
 
From March 14 ,2014 to June 12, 2014 Mr. ***** was invoiced according to the Pollution Free 7 plan pricing.
 
GMEC did not receive a request from Mr. ***** to change the account price plan; therefore, his account transitioned to the Pollution Free Extend plan effective July 7, 2014.
 
On July 16, 2014, an invoice for $98.47 was sent for the billing period of June 12, 2014 through July 14, 2014. This invoice reflects the Pollution Free Extend plan pricing. Additionally, this invoice includes a disclosure advising “If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges and Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.”
 
On February 13, 2015, Mr. ***** contacted GMEC and requested to change his current rate plan to GMEC's Pollution Free Loyalty 12 plan.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. *****. Although we understand Mr. *****’ concern with the billing under a variable rate term as opposed to a contract term, a review of the account confirmed that the account was invoiced in accordance with the Terms of Service and EFL. 
 
As a courtesy, a request has been submitted to re-invoice Mr. *****’  billing period of January 9, 2015 through February 10, 2015 under Pollution Free Loyalty 12 plan pricing.  Mr. ***** will receive a corrected invoice.
 
Mr. *****' concerns regarding the terminology used on GMEC’s Terms of Service and EFL has been forwarded to the appropriate department for review.
 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

***** ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/16/2015 I called Green Mountain Energy to set up service at my new apartment. I was told I could be connected the next day, and I received an email from them confirming my enrollment that included an account number. At the end of the month of January 2015, I received an electricity bill from my apartments electric provider but I thought I had service with Green Mountain. So I called them on 2/3/2015 to inquire why my service was never connected, and they said it was because I needed to fax them a copy of 2 identification. They gave me their fax number and the very next morning on 2/4/2015 I faxed them a copy of my drivers license, social security number, and included my service address, account number and requested start date. I never received any further communication from them so I hoped that I should now have service with them since I did as they requested. I called today on 2/12/2015, and the rep I spoke with told me that I am not connected with them. I told her I sent the fax they requested, so my electricity should have been switched over. She told me they did not receive my fax. I told her I had a fax confirmation that it was delivered successfully to ###-###-#### and asked her why didn't it get connected? She told me "it may have gotten lost or shuffled through other papers." At that point I have had enough. What kind of representative tells a customer that HIGHLY SENSITIVE information gets "lost"???

Desired Settlement: I demand a manager from Green Mountain Energy call me and explain to me how someone's private information can get "lost" within their company. I want to know what type of security measures are in place to make sure their customers sensitive information is not compromised.

Business Response:

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******** is disputing the request to start service December 16, 2014 for service address *** ******** ***** #*****, not completing due to GMEC requiring two forms of identification to satisfy the Security Notification Fraud Alert. Additionally, a GMEC representative provided incorrect information stating Ms. ********’s previously faxed, personal information may have been misplaced.
 
History
On December 16, 2014, Ms. ******** contacted GMEC requesting to start service at *** ******** ******* ***** unit *****. During this enrollment Ms. ******** was advised a security notification from the credit bureaus for Mr. ********’s account was requiring GMEC to provide two forms of identification, to initiate service with GMEC. The GMEC representative provided email address securitynotifications@greenmountain.com and fax number ###-###-#### to submit the required documents. The GMEC representative advised Ms. ******** the enrollment request would remain on hold until the requested identifications are received.
 
Later that day, GMEC received two blank pages from email address S********@GMAIL.COM.
 
On December 19, 2014, Ms. ******** contacted GMEC requesting confirmation of previously submitted documents. The GMEC representative informed Ms. ******** documents had not been received and provided Ms. ******** GMEC's email address idvalidation@greenmountain.com and fax number ###-###-#### to submit the required documents.
 
On January 18, 2015, due to GMEC not receiving two valid forms of identification within 30 days, Ms. ********’s enrollment request for service at *** ******** ******* ***** # ***** expired.
 
On February 2,2015, Ms. ******** contacted GMEC requesting to confirm her enrollment was successfully processed. The GMEC representative advised Ms. ******** the enrollment had expired since GMEC did not receive the required two forms of identification. A new enrollment was processed in which Ms. ******** was advised two forms of identification were required to initiate service once again. The GMEC representative informed Ms. ******** if these documents were not received within the following 30 days the enrollment request would expire once more. Additionally, the GME representative provided Ms. ******** GMEC's email address of securitynotifications@greenmountain.com and fax number ###-###-#### to submit the required documents.
 
On February 12, 2015, Ms. ******** contacted GMEC requesting status on her requested enrollment. The GMEC representative informed Ms. ******** her fax had not been received, therefore the requested enrollment was on hold until the required documents are received and processed.
 
Later that day, GMEC received a request from another retail electric provider requesting to initiate service at *** ******** ******* ***** # *****, causing Ms. ********’s requested GMEC enrollment to cancel.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ********. GMEC has implemented processes surrounding security notifications received from the credit bureaus which include requesting customers to provide two forms of identification.  When a security notification occurs, a restriction is placed on the enrollment until the requested documentation is received and verified.  In order for the Security Notification to occur, the customer would have had to initiate the Security Notification flag directly with the credit bureaus.  This flag to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus.  Taking action on this notification will allow GMEC to be in compliance with the Federal Law (Fair Credit Reporting Act).
 
As previously stated, Mr. ******** is no longer with GMEC as of  February 12, 2015.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

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

2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint to green Mountain Energy has not been resolved. Like they had agreed too.my prior complaint id with the better Business Bureau is ******** Green mountain had agreed to remove any and all recordsfrom Equifax and any other credit reporting agencys they have failed to remove collection and any derogatory information on my credit file with Equifax. They have not honored there commitment.

Desired Settlement: I would expect Green Mountain to send a letter to Equifax, Trans-Union and experian and have my records from them deleted. like they proposed to do and have yet to do.

Business Response:


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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Mr. ****** is disputing the previously provided resolution for BBB complaint #********, which stated the negative credit history on Mr. ******’s account would be corrected as a onetime courtesy. Mr. ****** has informed GMEC corrections have not been made to his credit history.

History
On October 28, 2014 GMEC's previous response to BBB Case # ******** stated, "As a courtesy to resolve the matter, GMEC has waived the $295.00 early termination fee additionally, the balance has been recalled from the collection agency and negative information has been deleted".  The third party collections agency advised GMEC all negative collections activity on Mr.******’s credit history was deleted.

On October 30, 2014, a corrected invoice was sent to **** ****** *** ***** for the billing period of May 19, 2014 to May 27, 2014 for a balance of $63.52 due November 17, 2014.

On November 14, 2014, Mr. ****** contacted GMEC and a made a $63.52 payment on his GMEC account.

On February 9, 2015, Mr. ****** contacted GMEC stating the negative collections activity was not deleted as previously stated.

Resolution
GMEC apologizes for any miscommunication or confusion these proceedings may have caused. GMEC has contacted the third party collections agency and has requested follow through in removing all negative reporting from Mr. ******’s credit history. As Mr. ****** requested, he has been mailed a copy of the letter requesting the Credit Reporting Agencies to delete any negative information from his credit history.
For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

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

I am rejecting this response because: Green Mountain has failed to remove collection report on all three credit bureaus, Equifax, Experian and tran union.
has they had agreed to do back in August of last year, this has damaged my credit and has yet to be resolved.   Its been since August, 2014 and here it is February 21,2015

Regards,

***** ******

2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter in the mail from a complete stranger on 1/29/15. This letter was a (copied) payment history statement from Green Mountain Energy, in it was my name ******** *****/***** ******** as the account owner (I don't know Mr. ********) his name was circled with a line drawing from his circled name to the bottom of the letter in which the sender wrote...... " I called Green Mountain to have my sons name added to my account. They added him to yours and wont let me take it off. Guess they tried to call you. So you may want to call and take care of it. Kinda scary, they just release your info to anyone." I called Green Mountain Energy after reading this and I was highly upset, they said I added this man to my acct, I asked them to listen to the call and they confirmed "I" never requested it during the call. (It's apparent another call came in and the Rep pulled up my acct/the wrong acct and added this man and sent out my payment history report-by request) I spoke with *******/Mgr stated she was escalating my complaint to their back office which handles escalated complaints/because they have breeched confidential information, she stated a back office Mgr will call me tomorrow Friday 1/30/15. (please know) I asked how was the letter sent out she said by email, but apparently it was an email the other person requested them to send this statement to, this payment history has my name, address on it. Moreover, I never got that call. THIS ENTIRE ORDEAL, has/is causing me a great stress in my life, my back hurts because of the stress/spasms, I have panic attacks and I've had three, I cant sleep because my mind wonders frantically. I'm scared out of my mind when I come home at night. **** THIS IS HORRIBLE**** TO TOP IT OFF THE MGR/******* SAID WHEN YOU CALL A PERSON WOULD HAVE TO AUTHENICATE WITH MY SOCIAL SECURITY NUMBER.... (I don't believe this is true, but if it is...then GME just gave this person the rest of the information they needed to destroy ME, MY CREDIT, FIND ME!!!!!!!!!! THIS DOES NOT SIT WELL WITH ME AT ALL!!!!

Desired Settlement: I am requesting free fraud/credit protection and a bill adjustment to cover my monthly due amount for 6 months, it should be more because you don't know the impact this has done to me and will cause me from this day forward.

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

At Green Mountain Energy Company (GMEC), we take customer complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are promptly addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ***** states that her electric service account at **** ******* ******* ***** was accessed by an unauthorized party and her personal information was compromised.  Ms. ***** is requesting credit/fraud protection and a bill adjustment.
 
Resolution
A review of Ms. *****’s account determined that a GMEC customer service representative failed to properly end Ms. *****’s session through GMEC’s operating system at the conclusion of her account status call on January 26, 2015. The next customer who called in (“Subsequent Caller”) wanted to add another individual as an authorized party to her account. Unfortunately, due to the fact that Ms. *****’s session was not properly closed out in GMEC’s operating system, the individual was erroneously added to Ms. *****’s account as an authorized party (rather than being added as an authorized party to the Subsequent Caller’s account). The Subsequent Caller requested a Credit Reference Letter, and in connection therewith, certain of Ms. *****’s information - her name, Green Mountain Energy account number, service address, service initiation date, and high level payment history - were inadvertently provided via email to the Subsequent Caller. However, none of Ms. *****’s sensitive personal information, such as her social security number or bank draft information, were disclosed.
GMEC apologizes for this incident and any inconvenience it may have caused. We are taking extra precautions with respect to both Ms. *****’s account and our internal processes. Specifically, we have reviewed Ms. *****’s account activity and determined that, other than the incident described above, no inappropriate access to her GMEC account has occurred. Additionally, we have flagged Ms. *****’s account to require that anyone trying to access her account respond to additional security questions before access is granted.  
 
We made several attempts to contact Ms. *****. While these attempts have been unsuccessful we left a voicemail message in each instance. In addition, we sent Ms. ***** a letter detailing the information above. We want Ms. *****’s experience with GMEC to be as positive as possible, and have provided her with a $25.00 account credit as a token of our gratitude for her support.

For any additional questions about this complaint, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

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

I am rejecting this response because:

I have spoken with Ms. ****, and she has admitted fault within the company (Green Mountain Energy) as I've stated before I now live in fear, I have a chronic illness (panic attacks) Ms. **** states they have not released my date of birth or social security number.......BUT my address was disclosed in the pay history report which was released to a total stranger.  PLEASE KNOW As of 2/9/15 my car was vandalized (all four of my tires were placed on flat) you may say, it's a coincidence or not or you may say and how will they know they type of vehicle I drive EASY! ! ! BY WATCHING!  the pay history report had my apt # on there...(and I do have a police report)   I mean strange people are doing strange things/we are living in the last days.  Ms. **** stated she couldn't give protection to my credit, she assured me my account was restricted and a credit of $25.00 was credited to my account, a month of service credited would have been more appealing than a $25.00 credit.  This is not satisfactory for the fear and mental anguish I have to struggle with mentally.



Regards,

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

2/13/2015 Billing/Collection Issues | Complaint Details Unavailable
2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My bill always been low and I got my new bill and it showing over $300. My last bill was 145. We been doing everything the same and always unplugging that not being used. I want to know why my bill is so high. First week in January we had a black out that was out for 5 hours. I want that bill gone because I know we don't use a lot of electricity. It just me my, wife and my son.

Desired Settlement: I want someone to fix my bill because I'm not paying over $300 for something we don't use a lot.

Business Response: Tell us why here...Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ********* disputes the invoiced charges for his electric service at ***** ****** *** ****.
 
History
On January 26, 2015, an invoice for $332.33 was sent for the billing period of December 18, 2014 through January 21, 2015 with Current Charges of $332.33.
 
On January 29, 2015, Ms. ******* *********, an authorized representative on behalf of Mr. *********, contacted GMEC concerning a high bill.  The GMEC representative advised that the increased invoice was due to increased usage and addressed possible reasons for the increase such as lower than normal temperatures.  Ms. ********* requested a payment arrangement and the GMEC representative granted an extension until March 3, 2015.
 
Resolution
On January 30, 2015, a GMEC representative contacted Ms. ********* and advised that a request has been submitted to Centerpoint Energy to confirm usage and she will be contacted after a response is received.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
******* ****
Customer Support
###-###-####

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I met the sales person, *** ****** at the marathon sales Expo on Saturday, I/17/15, and informed him that I was looking into switching my energy provider. He informed me that he could possibly provide me with a better deal and that I did not have to make a decision for 10 days. I provided him with my information believing that nothing would occur for 10 days. By the time I got home, there was an email indicating that my account was set up and that I had three days to cancel my account. On Monday (1/19), I contacted my current provider only to find out that my contract with my current provider was set to end as per instructions from Green Mountain, which is something that I did not approve! I called Mr. ****** and he rudely said that he could not help me and hung up the phone. I then contacted Green Mountain and was informed that I would have to contact my current provider to reverse the stoppage on my account because they could not.

Desired Settlement: I would like a phone call from someone high up in the company apologizing for the deceptive practice that transpired and to fix this problem and to vow for this not to happen to another consumer. The sales manager needs to be terminated and the BBB needs to make others aware so that others do not become victims of such deceptive practices that are being employed and the lack of professionalism when you call for assistance.

Business Response:

Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue

Ms. ******* is disputing a switch request to GMEC for her service address at ***** ***** **** ****. 

History

On January 17, 2015, GMEC received an online enrollment request from Ms. ******* for service address ***** ***** **** **** ******** ****, TX ***** for the desired switch date of February 2, 2015.  Additionally, an enrollment confirmation email was sent to Ms. ******* at **********@aol.com which provided additional links to her terms of service agreement, EFL and “Your Rights As A Customer” document on the same date.   
 

On January 19, 2015, Ms. ******* contacted GMEC to dispute the switch request and requested to be reinstated with her previous electric service provider. The GMEC agent informed Ms. ******* the request was pending to complete. The GMEC agent submitted a switch cancelation request on behalf of Ms. ******* to cancel the pending switch request for February 2, 2015. 

Resolution

GMEC regrets any inconvenience these proceedings may have caused Ms. *******. On January 19, 2015, a request was processed to cancel Ms. *******’ pending switch originally scheduled for February 2, 2015.  Ms. ******* will not have electric service provided by GMEC.  Additionally, corrective measures have been taken to prevent this situation from reoccurring.

On January 20, 2015, a GMEC agent spoke with Ms. ******* to advise of the steps taken to correct the issue.


For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 


***** ****
Customer Support
###-###-####

 

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

I am rejecting this response because:

The synopisis of what occured is quite misleading. It is written in a way indicating that I submitted an online request for services and then changed my mind. I did not send in an online request for services. I met a sales manager at the Houston Marathon Expo and discussed the possibility of me switching to Green Mountain Energy. I provided my information thinking that I would get email information only to find out that I had been switched without prior consent and that my contract with my current energy provider was set to end in a few weeks. All this occurred without my consent. So yes, there was an online request for services but it was not initiated by me. It was initiated by the sales manager without my consent and when I called to discuss my concerns, he rudely told me that he could not helped me and then he hung up on me.

I explained myself clearly to the manager who called concerning my initial complaint only to find out that she did not clearly state what had actually occurred. It must be noted that the SALES MANAGER submitted the online request for services AND put in request to end my contract with my current provider WITHOUT my consent and RUDELY brushed me off and HUNG UP when I called.


Regards,

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

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted them on 11/6/2014 for a connection to be provided in the apartment I was going to rent. I provided everything they asked for and I have an email acknowledgement of the same. The very next day I didn't even contact them but I got an email saying your enrollment is complete. I was under impression that connection has been established and I was able to setup my account on their site using the account number they provided on 11/23/2014. I provided the same account number to my property manager when I leased my apartment. On 12/10/2014 I was trying to login to check my bill and usage but I was not able to login and I was not even getting any specific error message so I emailed their customer service asking for help, that is when they replied saying that my enrollment has expired because I didn't provide some details. I called them again to check what info is missing but they didn't had any specific reason and just said we needed some info. I forwarded them the same email that I sent on 11/6/2014 and this time they were able to setup my account on 12/11/2014. Since I didn't had my own electricity setup and I used property's electricity I was charged a fee over and above my actual usage. I called Green Mountain Energy to inform them and ask for a reimbursement of the amount I was charged as fee but they said we cant do anything because your enrollment has expired. I asked them, how would I know that they need info from me unless they ask for it and they said we do not have a policy of following up. Customer service was very poor, I had to repeat the same thing again and again only to hear that they cant do anything because enrollment expired on 12/10/2014. They didn't even contact me until I reached out to ask why am I not able to access my account. Customer service representative was talking to me as if I am crazy and asking for something illogical so I tried contacting their supervisor but it turned out to be another waste of time. I wasted around 90 minutes with them to reach the conclusion that I should not have called them.

Desired Settlement: I was expecting them to accept their mistake that they never informed me that the account was never setup and they are waiting for some details. If they would have at least accepted the mistake and said that they can reimburse me for the fee I was charged, I would have agreed but they all acted as if it was my mistake so they can't do anything here. I would expect them to apologize and do an adjustment on my bill for the hassle I have been through because of them.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ********* is requesting compensation due to an incomplete enrollment request for ***** **** **** ****** ****** ********* ****.
 
History
On November 7, 21014,   Mr. ********* contacted GMEC and agreed to enroll the electric service at ***** **** **** ****** ****** ********* **** effective November 7, 2014.  During Mr. *********’s enrollment, GMEC received a security notification from the credit bureau for Mr. *********’s account. The GMEC representative advised him of the security notification and requested that Mr. ********* fax a copy of his identification for review.
 
Mr. *********’s identification was not received and verified; therefore, his enrollment request expired on December 10, 2014.
 
On December 11, 2014, Mr. ********* contacted GMEC via email requesting log-in assistance with GMEC’s Online Account Management (OAM). The GMEC representative replied to Mr. *********’s inquiry, stating that he does not have service with GMEC and his enrollment request expired. Mr. ********* was advised to contact GMEC customer care to complete his enrollment request.
 
Later on December 11, 2014, Mr. ********* contacted GMEC and agreed to enroll the electric service at ***** **** **** ****** ****** ********* **** effective December 12, 2014. During Mr. *********’s enrollment, GMEC received a security notification from the credit bureau for Mr. *********’s account. The GMEC representative advised him of the security notification and requested that Mr. ********* fax a copy of his identification for review.
 
On December 12, 2014, Mr. *********’s identification was received and verified and at that time, a request was processed to release the enrollment.
 
On January 6, 2015, multiple contacts were received by Mr. ********* requesting compensation due to an incomplete enrollment request, stating that he provided his identification and received confirmation of the enrollment completion. He requested to speak with a supervisor and his call was connected. The GMEC supervisor advised Mr. ********* that GMEC records do not reflect that that his identification was received and compensation will not be provided.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *********.  A review of Mr. *********’s account determined that the account has been invoiced in accordance with his Terms of Service.
 
GMEC’s records do not indicate any identification that was received prior to December 12, 2014.
 
As a one-time courtesy, a credit of $50.00 has been applied to Mr. *********’s account for customer experience.
 
For any additional questions about this concern, please contact me at 713-488-5497.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had 3 electric accounts that had electric supply coming from green mountain. i had a 1 year contact on all 3 that expired on 11-5-14. i received a letter from green mountain dated 10/17/14 offering to continue my service. i called and found out that green mountain was no longer offering service to commercial accounts in my area. i spoke to ***. i sent green mountain an email on oct 22, 2014 advising them that i wanted to reject the renewal and terminate my contract with them. i received a bill for the period from nov.5 2014 - dec 9. 2014. green mountain is still listed as the supplier. i contacted green mountain again. now i was told by *** to contact con edison. i contacted con edison and was told by mr. nunez that the procedure is to contact the supplier first and they are supposed to contact con edison and terminate my contract. green mountain did not do this. mr. nunez told me that he could terminate my contracts with green mountain and he did. i am now disputing the enormous billing that green mountain is now charging me.

Desired Settlement: I want Green Mountan to terminate my contract retroactive to 11-5-14. I want a refund on the increased supply rates. I am due a refund of $685 to date. I expect another bill through Jan 8 , 2015 that Green Mountain needs to rate accurately.

Business Response:

 

January 13, 2015

Complaint No: ******** – *** ********

 

The following is Green Mountain Energy Company’s response to the above-referenced complaint received by the Better Business Bureau of Greater Austin.

 

Customer’s original complaint:  Ms. *** ******** states that Green Mountain Energy was the retail electric provider for three accounts/locations.  Ms. ******** said that the contract for the three businesses expired on November 5, 2014.  Ms. ******** mentioned that she received a renewal letter from GME dated October 17, 2014.  Ms. ******** reached out to Green Mountain Energy Customer Care in an effort to renew her contract and was advised by the CSR that GME would no longer be providing service to small businesses in her service area.  Ms. ******** sent an email to Green Mountain indicating that she wanted to terminate her contract, effective at the end of her contract.  The customer called GME Customer Care a second time and was advised that she needed to contact ConEdison, the utility company in New York.  The client was advised by the representative at ConEdison that the energy supplier was responsible for letting the utility company know when a customer wished to terminate, but the ConEdison employee submitted the change order on the customer’s behalf.  Ms. ******** is requesting a refund of the difference between the original contracted rate per kWh and the Market Rate that she was charged beginning at the end of the fixed-price contract.

 

Details of the company’s original investigation: Green Mountain Energy has thoroughly investigated Ms. *** ********’s complaint and based upon our findings, Ms. ******** is correct that her contract came to an end November 5, 2014.  Additionally, a renewal notice was sent to the customer in October.  Unfortunately, the CSR that Ms. ******** miss-spoke and as a result Ms. ********’s fixed rate changed to the prevailing Market Rate upon the termination of her original contract.  The correct action would have been that Green Mountain Energy contacted ConEdison through a Market transaction that the customer was switching away from Green Mountain and back to ConEdison.

 

Due to the fact that an error occurred on the part of a Green Mountain Energy employee, GME has calculated a refund for Ms. ********, based upon the difference between the original contracted rate and the Market rate and a refund will be provided to Ms. ******** through a check.  We have attached a spreadsheet that outlines the credit amounts for each of the three meters. 

 

Company’s final position to the customer:  Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ********.  Green Mountain Energy will be issuing a refund check to Ms. ******** in the amount of $590.46. 

 

Sincerely, 

**** ***

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

Green Mountain Energy Company

###-###-#### Fax

Email: ********@greenmountain.com

 

 

 

Consumer Response: Better Business Bureau:

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

Regards,

*** ********

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Green Mountain Energy on March 10th 2014 for a 6 month contract which included a $100.00 gift card offer. I mailed the gift card form to Green Mountain twice. I spoke with several people in customer service to mail me the $100.00 gift card. On 10/21/14, I spoke with supervisor named *****, who assured me she will look into my gift card status and give me a call back, but i never received a call back nor the gift card. The gift card offer requires me to me in active status, so I have been stuck with Green Mountain in hopes of receiving the gift card, plus they are now charging me at a variable rate since the 6 month contract on fixed rate has ran out. Please register a formal complaint against Green Mountain on my behalf. Thanks, ***** ***** A/C # ********** on my behalf.

Desired Settlement: I want to receive my $100.00 gift card as per the contract. Additionally, I have been stuck paying higher amounts every month due to conversion from fixed rate to variable rate after the 6 month of service contract. Additionally, I want to get compensation for mental anguish of dealing with unprofessional representative and supervisors, who gave me run-around for months!

Business Response:

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. ***** is disputing the timeframe to receive a $100.00 gift card for his electric service account at **** ***** ***** ****.

History
On March 10, 2014, an online enrollment request was received from Ms. ***** requesting to enroll the electric service account at **** ***** ***** **** effective the next effective date.  Ms. ***** agreed to enroll in GMEC's Pollution Free Smart 6.  The details of the Pollution Free Smart 6 price plan consists of an energy charge of $0.060440 per kWh, $5.95 monthly base charge, and $3.05 advance metering charge.  The term of this price plan is 6 months with a $150.00 early cancellation fee.  During the online enrollment, an email was sent to *********@YAHOO.COM which included links to the $100.00 gift card incentive, terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL).

On July 30, 2014, a contract expiration notice (CEN) was sent to Ms. ***** advising that her current price plan was expiring effective the meter read on or after September
1, 2014 and that if another price plan was not selected by this date, his account would transition to GME's Pollution Free Extend plan.  Additionally, this notice provided Ms. ***** with information regarding GMEC's Pollution Free Extend plan.

On August 25, 2014, Ms. ***** contacted GMEC about the status of the gift card promotion.  Ms. ***** advised that she submitted the proper documentation including the Gift Card Form and had not received a response. At that time, an investigation was submitted requesting the status of the $100.00 gift card.

On October 21, 2014, Ms. ***** contacted GMEC about the status of the gift card incentive.  The GMEC agent advised that a inquiry would be issued for an update to the incentive.

On January 2, 2015, Ms. ***** emailed GMEC about the status of the gift card incentive.  A response was issued the same date stating that a request was sent for an update to the investigation.

Resolution
GMEC apologizes for any miscommunication or confusion these proceedings may have caused.  As previously stated, GMEC does provide with $100.00 gift card for enrolling in new electric service under the available plan of the Green Mountain Energy Company Pollution Free Smart 6 plan.  GMEC's records indicate that verification of the gift card was delivered to Ms. ***** on October 16, 2014 by email to *********@YAHOO.COM.  A second request will be processed and Ms. ***** will be contacted to verify the email would be received. 

The terms of the $100.00 gift card promotion state that the customer would need have active service for 90 days with no late payments, collections status, or overdue accounts to be eligible.  Ms. ***** was entitled to receive the gift card based on the account status.  Continuing service was not a requirement to receive the gift card after the 90 day period was fulfilled.  Unfortunately, we are unable to honor a bill credit for charges for the difference between the GMEC's Pollution Free Smart 6 price plan and GMEC's Pollution Free Extend plan.

For any additional questions about this concern, please contact me at the number below.  I’m available Monday through Friday from 8 a.m. to 5 p.m. 

**** *********
Customer Support
###-###-####


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

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

I am rejecting this response because: There was NO gift card sent to me by email in Oct 2014. This is a blatant lie by Green Mountain Energy. I have now finally received an electronic gift card via email for $100.00 on 1/9/2015 after the complaint was filed to BBB by me.

The manager who called me in response to this complaint expressed a shallow, robotic apology and tried to tell me that the gift card was sent to me in Oct 2014 electronically, and that it may have been directed to my SPAM - which is just another lie & cover-up. Besides that, the manager tried to tell me that according to the gift card terms, I was required to to have my  account in ACTIVE STATUS AT THE TIME THE GIFT CARD IS PROCESSED, so according to him I could have discontinued their services at any time after the 6 month period. And I say to that - Had I discontinued their services while still waiting to receive gift card, then GME would tell me that my account is NOT in active status and would use that excuse to reject the issuance of gift card - So GME is still trying to shamelessly use TECHNICALITY in their favor as per their convenience.

I confirm that I have now received the egift card on 1/9/15 to which I was entitled to, by virtue of the contract. However, I want to RETURN the $100.00 gift card back to GME as I REJECT this response from GME and REFUSE TO LET GME OFF THE HOOK WITH YET ANOTHER LIE FROM THEIR SIDE. (since I registered & checked out the gift card towards a $100.00 Macy's gift Card, I would have to return it by snail mail. Or I can return the $100.00 in any other form, such as a cashiers check or personal check). 

I reject the response from GME until they produce the email, or evidence thereof, that they claimed to have sent me in Oct 2014. If GME can't produce the proof of this email, then I expect that a Senior Manager or Administrator take ownership of their lies & cover-up's, and send me a written apology.

Regards,

***** *****


Regards,

***** *****

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First several months rate was $0.064/kwh. November was $0.083/kwh NOW $0.107/kwh, A 59.8% INCREASE, COMED HAS BEEN STEADY AT ABOUT $0.074.

Desired Settlement: Equal to Com ED Rate at the time

Business Response: Green Mountain Energy received Mr. ****** ********’s complaint on December 22, 2014.  The following outlines his claims and our resolution.

Mr. ******** enrolled the account in person with a Green Mountain Energy representative on June 10, 2014.  During enrollment, Mr. ******** stated he was an authorized user on the account.  Mr. ******** enrolled the account into a month to month variable supply price program.  As part of the enrollment, Mr. ******** was presented with and accepted all required disclosures including the key terms which included that the supply price was variable and that Green Mountain does not guarantee savings over ComEd’s rates during the term of this Agreement.  Following the enrollment, Mr. ******** was also mailed a copy of our Sales Agreement detailing the full terms, which further explains the variable supply price. 

Mr. ******** did not contact Green Mountain prior to filing this complaint. Upon receiving this complaint, Green Mountain attempted to contact Mr. ******** on December 23, 30, and 31, 2014. Unfortunately, we were unable to reach Mr. *********  Should he return our call, we will work to resolve his complaint.  Until then, we consider this matter  closed.                                                                                                                                                     

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

 

 

**** *********
Customer Service Supervisor
**** ****** ******* **** ***** ************* ** *****
###-###-#### (p)
###-###-#### (f)

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the provider customer service to notify I would be needing to disconnect the electric services effective 11/01/2014 because my lease was ending and I was moving from the **** ******** *** *** **** address. When I went online to review my final bill I noticed the bill was unusually high so I called and they stated that they didn't disconnect the electric until 12/01/2014 and I advised that was incorrect and needed to be updated. They informed me they had no record of me contacting them and stated that I would need to send in a copy of my lease with the lease end date and the copy of the notification I gave my leasing office. I sent both of those documents over to the ******@*********.com as I was instructed to do by the customer service rep. When I called back to confirm that they did get the information sent they informed me that they couldn't credit for the month of November in which I wasn't in the apartment and stated I was responsible for the entire bill. I've paid my bill with them each month and my intent is to pay my final bill as well once its corrected but I do not think I'm responsible for a month in which I was not at that residence. Each of the representatives I talked with were not helpful and they didn't try to investigate into the issue and see what could be done it was more like you are responsible for the bill and I informed them I will file a complaint. I'me also attaching the email i forwarded to them as well as my lease.

Desired Settlement: I ether would like the bill to be adjusted to the correct final bill or to zero out the balance. I should not have to go through all of this if I have provided them the documents in which they asked for to let them know that I moved from that located Nov. 1 and informed my leasing off as well. Just because their records do not show that I call and told them I was not there, it is not my fault they didn't document the call I did my part by contacting them.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. *********** is disputing the final invoiced charges for the electric service account at **** ******** ****** ********* *****
 
History
On December 1, 2014, GMEC received notification that the electric service account at **** ******** ****** ********* **** was being closed out of Mr. ***********’s name effective December 1, 2014.
 
On December 3, 2014, a final invoice for $193.76 was sent for the billing period of October 31, 2014 through December 1, 2014 with a Balance Forward of $128.63, Disconnection Notice Fee of $20.00, Disconnect Request Fee of $25.00 and Current Charges of $20.13.
 
On December 5, 2014, Mr. *********** contacted GMEC for an explanation of the final invoice. The GMEC representative provided Mr. *********** the contact information for GMEC’s final bill department to discuss the final bill.
 
On December 15, 2014, Mr. *********** contacted GMEC’s final bill department to dispute the final billing period dates, stating that he requested the discontinue service on November 1, 2014. The GMEC representative reviewed the account; confirmed GMEC’s records do not indicate a request to cancel service and advised Mr. *********** that he is responsible for the outstanding balance.
 
Later on December 15, 2014, GMEC received email correspondence of a notice to vacate premises sent to Mr. ***********.
 
On December 30, 2014, Mr. *********** contacted GMEC to confirm if the email correspondence was received and to dispute the final bill. The GMEC representative advised Mr. *********** that the email correspondence was received; however, he is responsible for the outstanding balance.
                                                                                           
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ***********.  A review of Mr. ***********’s account determined that the account has been invoiced in accordance with his Terms of Service. GMEC’s records do not indicate a request to cancel service on November 1, 2014.
 
As a courtesy, a credit of $20.13 was applied to the account for the disputed usage period of November 1, 2014 through December 1, 2014. Additionally, a disconnection notice fee of $20.00 and a disconnection request fee of $25.00 were credited to the account.
 
Mr. ***********’s account is closed and has a balance of $0.00.
 
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
###-###-####

1/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On or about December 26, 2014 a gentleman by the name of ***** ****** knocked on our house to tell us about electric services, I am disable, my husband has dementia/parkisons, and our disable daughter who had brain surgery were involvuntary changed over to Green Mountain Energy Company. Our adult daughters have all mental and financial power of attorneys on both my husband, our daughter and myself. We were not informed that by listening to Mr. ****** we were consenting to be changed from our current electric provider. There is a law for persons or companies that take advantage of the elderly.

Desired Settlement: STOP THE HIGH PRESSURE ON THE ELDERLY! Our daughters are having a difficult time trying to changed us back to our orginal electric providers. We will not pay a termination fee, when we did not authorize a change to our electric company.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ***** states that the electric service account at **** **** ****** *****e was switched to GMEC without authorization.
 
History
On December 26, 2014, Mr. ***** via a GMEC door to door sales agent contacted GMEC and agreed to enroll his electric service account at **** **** ****** *****e to GMEC effective December 29, 2014.  Mr. ***** was provided with a Terms of Service, a “Your Rights as a Customer document,” and an electricity facts label (EFL) by the door-to-door agent at the time of the enrollment.
 
On December 29, 2014, Mr. *****’s daughter ******* ****** contacted GMEC on behalf of Mr. ***** requesting that GMEC reinstate the electric service account with the previous retail electric provider (REP). At that time, Mr. ***** provided authorization to discuss his account with Ms. ******.  The GMEC representative advised Ms. ****** that the account is eligible to be reinstated with the previous retail electric provider and transferred the call to a GMEC supervisor for assistance. The GMEC supervisor advised Ms. ****** to contact the previous REP and request the electric service account be reinstated.
 
Later On December 29, 2014, GMEC received notification that the electric service at **** **** ****** *****e was being closed out of Mr. *****’s name effective December 30, 2014.
 
On January 3, 2015, a final invoice for $18.57 was sent for the billing period of December 29, 2014 through December 30, 2014 with current charges of $18.57.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *****.  A review of Mr. *****'s account determined that the account has been invoiced in accordance with his Terms of Service.
 
In reviewing the account, there was no cancellation fee applied towards the final bill issued for the account.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####
 
 

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

1/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/02/2014 I made a full payment of $78.01. The web site showed no money is due. On 12/15/2014 I received email from Green Mountain Energy with Costs to Date: $2 and Projected Bill: $51 - $59 Three days later, on 12/16/2014 I received an email from Green Mountain Energy with $177.02 due by 01/02/2015 One day later, on 12/17/2014 I received an email from Green Mountain Energy saying $196.06 is due by 01/02/2015 How possibly could my bill be $2 on December 15, and jump to $177 next day, and then to $196 the very next day? They say the $177 is due for service in November, but why it wasn't billed on December 2, when I made a full payment? This amount wasn't shown on their web site - and it used to show projection for the next period. And why did I receive on December 15.2014 an email telling me amount due to date is $2? How did this amount change from $2 to $177.02 just in one day, and then to $196.06 the very next day? Tip: my guess is, this is because I moved the service on December 15. As I said, at this day I owed $2. The next day Green Mountain added some old bill from the previous tenants, to my bill. This is the only way I can explain how my bill jumped from $2 to $177.02 in just one day.

Desired Settlement: I'd like Green Mountain Energy to double check the facts, and revise my bill.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr* ********* is disputing the invoiced balance for his electric service account at **** ******* ****** ***** ********* ****.
 
History
On November 14, 2014, an invoice for $78.01 was sent for the billing period of October 14, 2014 through November 11, 2014 with Current Charges of $78.01.
 
On December 2, 2014, a one-time bank draft payment of $78.01 was posted to the account.
 
On December 9, 2014, Mr* ********* contacted GMEC and requested to transfer his electric service account from **** ******* ****** ***** **** effective December 15, 2014 to **** ******* ****** ***** **** effective December 15, 2014 and his request was processed.
 
On December 16, 2014, an invoice for $177.02 was sent for the billing period of November 12, 2014 through December 12, 2014 with Current Charges of $177.02.
 
On December 17, 2014, a final invoice was sent for the billing period of December 12, 2014 through December 15, 2014 with a Balance Forward of $177.02 and Current Charges of $19.04.
 
Later on December 17, 2014, Mr* ********* contacted GMEC for an explanation of the account balance. The GMEC representative provided Mr* ********* with an explanation of his billing and charges.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *********.  A review of Mr. *********'s account determined that the account has been invoiced in accordance with his Terms of Service. At this time no adjustments are warranted.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####
 

1/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Among many issues with dealing with this company, upon closing my account I was charged $311.37 extra. I spent a total of roughly 6-7 hours on the phone with them over the course of 3 months trying to figure out the origin of this charge. I spoke with a supervisor in the Customer Service department in mid-November that included a step-by-step walk through of each payment I have made. Based on that, it appeared that I had actually overpaid $6. When this was realized, I told her they can keep the $6 so long as they clear this extra charge that no one knew its origin. When I said this she said "oh, yes sir. I'm sorry we have made this mistake. I will take care of it." I had someone with me listening to this call to verify what had happened. A month later I received a call from Green Mountain Energy asking me to call. I spent 40 minutes on the phone and it ended with another "supervisor" telling me they had no record of a call with me since October 11th (I work offshore and I was not even in the United States on this date). He said they could not take this charge off my account and that it was overdue. I am not accusing them of deleting this proof againt them, I am simply upset with the pure incompetence with which this company operates. I will go out of my way to never work with them again. I think that their business practices need to be brought to light.

Desired Settlement: I hope that this this company can either change its ways for their current and future customers (not me) or that potential customers can see what they are faced with before dealing with Green Mountain Energy as a service provider. Ideally, I would like to be refunded this $311.37 that I paid on my account without explanation. I had to pay it after months of making no headway on taking it off of my bill so that my credit would not be harmed by this random charge.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******* is disputing the write off balance due for his electric service account at **** ***** ******* ********* ****.
 
History
On September 4, 2014, an invoice for 311.37 was sent for the billing period July 31, 2014 through August 29, 2014 with a Late Payment Penalty of $16.18, Disconnect Notice Fee of $20.00 and Current Charges of $275.19.
 
GMEC received notification that the electric service at **** ***** ******* ********* **** was being closed out of Mr. *******’s name effective September 30, 2014.
 
On October 2, 2014, a final invoice for $564.74  was sent for the billing period of August 29, 2014 through September 30, 2014 with a balance forward of $311.37, Late Payment  Penalty of $14.76 and Current Charges of $238.61.
 
On November 7, 2014, a final notice for $564.74 was sent to Mr. ******* advising “ your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.  You will NOT receive any further notices.”
 
On November 14, 2014, a one-time credit card payment of $238.61 posted to the account.
 
Full payment for the past due balance did not post to Mr. *******’s account; therefore, the account balance was referred to a collection agency on December 17, 2014.
 
GMEC received multiple calls from Mr. ******* from December 18, 2014 through December 19, 2014, the GMEC representatives provided Mr. ******* with an explanation of his billing and charges, credited a late payment penalty of $14.76 to the account and processed a payment for the outstanding balance of $311.37.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******.  A review of Mr. *******’s account determined that the account has been invoiced in accordance with his Terms of Service. At this time no adjustments are warranted.
 
Mr. *******’s account with GMEC is closed and has a zero balance.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
************
 

12/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my new bill for December in the amount of $80.44 and for the previous month my bill was $18.15. I reside by myself in a one bedroom apartment and there is no no possible way I consumed that much electricity. I immediately contacted customer service and I was told that its due to Texas taxes. The representative was very rude and unprofessional with handling my concerns.

Desired Settlement: I would love to have my bill adjusted for the correct amount of electricity I used which should be no more than $50.00 for a one bedroom apartment.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ***** is disputing the invoiced balance and reported usage for his electric service account at **** ******** ***** ********* ****
 
History
On December 8, 2014, an invoice for $80.44 was sent for the billing period of October 31, 2014 through December 2, 2014 with Current Charges of $80.44.
 
On December 11, 2014, GMEC received multiple calls from Mr. ***** disputing the December 8, 2014 invoice. The GMEC representatives provided Mr. ***** an explanation of the charges and billing and the contact number for Centerpoint Energy (CNP) to request a meter re-read.
 
Resolution
On December 24, 2014, a GMEC representative contacted Mr. ***** and advised that a request has been submitted to CNP to confirm usage and he will be contacted after a response is received.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a payment of $2800 to Green Mountain Energy. I am not a customer any more since 2010.

Desired Settlement: They can not find that I made a payment of $2800 and will not refund the amount

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue Ms. ******* is requesting a refund of an inadvertent payment to GMEC
 
History On December 12, 2014, Ms. ******* contacted GMEC to advise that a payment was issued in error for $2,800.00 to GMEC instead of the intended company.  The agent attempted to locate a corresponding GMEC account and was unable to.  The agent then advised to supporting documentation showing the payment had cleared was to be sent in to GME's Remittance Processing area. 
 
On December 15, 2014, Ms. ******* contacted GMEC to inquire on the payment issued in error to GMEC.  Ms. ******* stated that the previous GME account information could not be located.  The GMEC agent advised to fax in or email proof of payment to assist in locating the payment to begin the refund process.  Ms. ******* stated that the information has been faxed in previously.
 
Resolution On December 18, 2014, a GMEC agent contacted Ms. ******* and advised that the payment for $2,800.00 was located and that a refund check would be generated to the mailing address of **** **** **** *****; Rosenberg, TX *****.  A request was submitted to have the refund check sent by certified mail delivery.

GMEC values our customers and appreciates the opportunity to review Ms. *******’s concerns.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** *********
Customer Support
###-###-####

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I spoke with 7-8 representative, lost count of them. 2 months ago my service was transferred due to misinformation with a sales agent. I was advised I would be receiving a quote if I provided my email and personal information. He advised me after 3 days if I didn't call back the account would cancel itself and I could just continue my service as usual, I advised him I was still on a 2 year contract with Ambit energy and he told me if I switched I would receive a voucher to 'pay' for the $200 cancellation fee with my previous company (ambit energy). I called customer service 4 days to cancel the transaction but it was to late the transfer was complete without my knowledge. I asked about the $200 credit and a supervisor laughed telling that it doesn't exist, she later advised me that there is a $200 voucher/credit that is given to be used at Green Mountain energy's ONLINE STORE to purchase energy efficient light bulbs, fans, etc. I did not pursue further information as she was rude and mocking; I, also, was just to upset. I called the sales rep. ****** and he provided a few numbers one being his managers. His manager Aaron was able to gather some information on how I could receive the credit. He provided the fax number ###-###-#### and email ******@*************.com I sent my information and have not received a response, now no one seems to know about that offer despite the confirmation of a supervisor that advised me there is a $200 credit for ******************y.com *****.

Desired Settlement: Would like ************* energy to better inform employees on ****** that are being pitched to potential customers and to learn how to work as a team.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* is requesting to receive a $200.00 gift card promotional incentive promised to her for enrollment at her electric service address of ***** ******* ****. 
 
History
On October 8, 2014, Ms. ******* agreed to switch her electric service at ***** ******* ****.  Our records show that Ms. ******* agreed to enroll in the Green Mountain Energy Company Pollution Free Connect Reliable rate plan. The term of this plan is 12 months and it has a $200.00 cancellation fee. Ms. ******* was also offered a Power Perks gift card of $200.00. Ms. ******* was provided with her terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of the online enrollment. Additionally, an enrollment confirmation email was sent to Ms. ******* at *********@GMAIL.COM provided additional links to her terms of service agreement, EFL and “Your Rights as a Customer” document.  Ms. *******’s switch completed on 10/09/2014.
 
On October 13, 2014, Ms. ******* contacted GMEC regarding the status of her promotional incentive.  The GMEC representative incorrectly informed Ms. ******* that the account was not eligible for a promotional incentive. Ms. ******* requested to speak with a supervisor and her call was connected. The GMEC supervisor informed Ms. ******* that GMEC is not responsible for cancellation fees from a previous provider and incorrectly informed Ms. ******* that the account is not eligible for the promotional incentive.
 
On December 3, 2014, Ms. ******* contacted GMEC to dispute not receiving a $200.00 gift card promotional incentive for enrollment of her electric service account at ***** ******* ****.  At that time, the GMEC representative processed a request to investigate Ms. *******’s account.
 
Resolution
GMEC regrets any inconvenience or confusion we may have caused Ms. *******.  On December 11, 2014, GMEC emailed Ms. ******* the $200 Power Perks gift card to *********@GMAIL.COM.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

12/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: You are unable to call in and ask for an extension because they will deny you and not let you know. the also charge 20.00 to send out a late notice and 30.00 for a disconnect notice. I DO NOT recommend using this company if you do not have to. They run the most unethical business I have ever dealt with.

Desired Settlement: Give my money back that you are charging for no reason.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* is disputing fees assessed to her electric service account at ***** ****** **** **** ********* ****.
 
History
On September 25, 2014, an invoice for $45.11 was sent for the billing period of September 15, 2014 through September 23, 2014 with Current Charges of $45.11.
 
On October 20, 2014, a disconnection notice for $45.11 was sent due by October 30, 2014. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $25.00 each time we process a transaction requesting that the TDSP disconnect service.
•           $15.00 each time we process a transaction requesting that the TDSP reconnect service.
•           $25.00 for payment returned for insufficient funds.
•           An early cancellation fee, if applicable as described in your contract
 
On October 24, 2014, an invoice for $138.40 was sent for the billing period of September 23, 2014 through October 22, 2014 with a Previous Amount Due of $45.11, Late Payment Penalty of $2.26, Disconnect Notice Fee of $20.00 and Current Charges of $71.03
 
Payment was not received by the October 30, 2014 disconnection notice due date; therefore, a disconnect request was sent to Oncor Electric Delivery Company (ONCOR).
 
On November 6, 2014, Ms. ******* contacted GMEC by phone and processed payment for $100.00 with a GMEC agent.  At that time, a reconnection request was sent to ONCOR.
 
On November 17, 2014, a disconnection notice for $38.40 was sent due by December 1, 2014. This notice includes the following disclosure:
 
Green Mountain Energy Company Fees and Charges:
•           A late payment penalty as described in your contract
•           $20 for each disconnection notice we send to you.
•           $25.00 each time we process a transaction requesting that the TDSP disconnect service.
•           $15.00 each time we process a transaction requesting that the TDSP reconnect service.
•           $25.00 for payment returned for insufficient funds.
•           An early cancellation fee, if applicable as described in your contract
 
On November 24, 2014, an invoice for $178.36 was sent for the billing period of October 22, 2014 through November 20, 2014 with a Balance Forward of $38.40, Disconnect Notice Fee of $20.00, Disconnect Request Fee of $25.00, Reconnect Request Fee of $15.00,  Late Payment Penalty of $1.92, and Current Charges of $78.04
Payment was not received by the December 1, 2014 disconnection notice due date; therefore, a disconnect request was sent to ONCOR.
 
On December 2, 2014, Ms. ******* contacted GMEC’s interactive voice system (IVR) requesting an extension and her request was denied due to the payment history on the account.
 
Later on December 2, 2014, Ms. ******* contacted GMEC to advise that she will make a payment for the balance on December 8, 2014.   
 
On December 8, 2014, Ms. ******* contacted GMEC by phone and processed payment for $38.40 with a GMEC agent.  At that time, a reconnection request was sent to ONCOR.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******. A review of Ms. *******’s account determined that she was invoiced in accordance with her Terms of Service.  A late payment penalty may be assessed to an account based on any remaining past due balance after the due date of an invoice has passed.  A disconnect notice fee is an administrative fee which may be assessed to an account any time a disconnection notice is generated on an account.  Any fees assessed to Ms. *******’s account were disclosed in her Terms of Service and on the disconnect notices sent. 
 
As one-time courtesy, late fees totaling $4.18, disconnection notice fees totaling $40.00, a reconnect request fee of $15.00 and a disconnect request fee of $25.00 have been credited to the account.
 
Multiple attempts to contact Ms. ******* and provide an update have been unsuccessful; however, voice mail messages have been left providing my contact number.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

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

I am rejecting this response because: ******* calls everytime I am in the car or working and I can not take calls at work.  I asked her to call during the morning hours.  I will not accept what takes them .48 cents to send out a piece of paper that costa me $20.00 and then another $40.00.  Thats a rip off.  Not to mention when I call them they will not extend services like other companies do.  I am a senior and get paid once a month on the second Wednesday of the month and Green Mountain should be more understanding of peoples situations.

If I could go with another company I would.
Regards,

*** *******

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company for three of the past four months has received my payment and their system has not updated my pay information. I have been sent past due notices even though I have paid them. They have made me spend time getting information from my bank to prove that I have paid when they have already cashed my check. I have also spent my time on the phone speaking to supervisors when I have other things to do.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** disputes timely posting of her payments for her electric service account at *** ****** ****.
 
History
On August 27, 2014, an invoice for $43.59 was sent for the billing period of July 24, 2014 through August 22, 2014 with a Current Charges of $43.59 
 
On September 22, 2014, a disconnection notice was sent due by October 2, 2014.
 
On September 26, 2014, an invoice for $119.71 was sent for the billing period of August 22, 2014 through September 23, 2014 with a Previous Amount Due of $43.59, Disconnect Notice Fee of $20.00, Late Payment Penalty of $2.18 and Current Charges of $53.94. 
 
On September 29, 2014, Ms. ****** contacted GMEC to dispute the disconnection notice, stating that the payment was processed through her financial institution bill pay service on September 2, 2014. The GMEC representative reviewed the account and advised Ms. ****** that the payment was not reflecting on her GMEC account. Ms. ****** requested to speak with a supervisor and her call was connected.  The GMEC supervisor submitted a request to review Ms. ******’s account and advised Ms. ****** to fax supporting documentation to research the payment. Ms. ****** was provided GMEC’s Remittance Processing Department’s fax contact information. As a courtesy, the GMEC supervisor credited a Late Fee of $2.18 and a Disconnection Notice Fee of $20.00 to Ms. ******’s account.
 
On October 1, 2014, Ms. ****** contacted GMEC and requested to speak with a supervisor; at that time, the call was connected. Ms. ****** requested payment arrangements on the account, to allow her financial institution to provide supporting documentation of the missing payment. A payment extension was granted until October 8, 2014.
 
On October 3, 2014, Ms. ****** contacted GMEC for a status of her faxed supporting documentation to research the missing payment.  The GMEC representative advised Ms. ****** to allow 2 business days for processing of the supporting information.
 
On October 9, 2014, Ms. ****** contacted GMEC stating that a payment was sent on October 2, 2014.
The GMEC representative reviewed the account and advised Ms. ****** that the payment was not reflecting on her GMEC account. At that time a request was processed to review Mr. ******’s account. Ms. ****** was advised to fax supporting documentation to research the payment and provided GMEC’s Remittance Processing Department’s fax contact information.
 
On October 11, 2014 Ms. ****** contacted GMEC for a status of the review of her account. The GMEC representative advised Mr. ****** that the missing payments were posted to her GMEC account.
 
On October 27, 2014, an invoice for $40.90 was sent for the billing period of September 23, 2014 through October 22, 2014 with a Previous Amount Due of $119.71, Payment/Adjustments of $120.18 and Current Charges of $41.37.
 
 
On October 30, 2014, Ms. ****** contacted GMEC to process a move out request for her electric service account at *** ****** ****. Ms. ****** requested to cancel service on November 7, 2014. A request to cancel service was processed effective November 7, 2014.
 
On November 11, 2014, an invoice for $66.76 was sent for the final billing period of October 22, 2014 through November 7, 2014 with a Previous Amount Due of $40.90 and Current Charges of $25.86.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******; however, a review of the account determined that Ms. ****** was invoiced in accordance with her Terms of Service.
 
GMEC’s Remittance Processing Department confirmed that the payments processed through Ms. ******’s financial institution’s bill pay service listed the wrong account number on the checks that were forwarded to GMEC.  Ms. ****** needs to contact her financial institution the update the bill pay information to reflect the correct account number.   
 
GMEC values our customers and appreciates the opportunity to review Ms. ******’s concerns.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-#### 
 

11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've had service with Green Mountain from June 2011 - June 2013. According to Green Mountain I didn't have a fixed rate. I had a month to month service which caused my bill to continuously go up. I called to have my services ended on June 24, 2013 due to me moving. I was informed my bill was up to date. I never received another bill from them once I moved. I checked my credit report and see a charge of $563.00 reported to the credit bureau. I immediately call the collections company and they ask if I would like to pay. I respond no not sure what the charges are and why they are so high. I then call Green Mountain Energy to discuss and 1 representative tells me I didn't make a payment for the months of May and June. Which is not true because my services would have been turned off. I them ask for history of all the bills and they said they can only send me 12 months of consumption. I said fine as long as it shows my bills and the payment history. The representative then tells me it can be emailed to me. So I said okay but, in the meantime I would like to speak to a supervisor. She then transfers me to the supervisor. I explain everything to the supervisor she looks at my account and said the last payment was in May. But the previous person tells me April . So then the supervisor tells me I had a past due for the month of May and June. I made a payment in May do not sure how that was past due. Then the supervisor says they also billed me $249.93 in May another $159.39 in June then from June 12th - June 24th my move out date. which is only 12 days she said they charged me $153.47 plus tax which is $563. I was very confused on how I paid a payment in May but still had a past due for May and 2 payments for June. I then proceed to ask the supervisor for copies of the bills and payment history. I'm then asked to hold on. She comes back and says she asked her manager and the manager said she's not sure she can request that information all she can do is submit an email. During the time of me talking to the supervisor I get an email of 12 month consumption with only meter read and usage not sure how that explains the billing history or the payment history. At this point I'm upset they can't call someone to help get what I'm requesting. This has been submitted to my credit and it's charges that I don't agree with and for bills I never received to avoid this going on my credit. I need this to be resolved to what I really owe and then deleted off my credit.

Desired Settlement: Inform me the correct charges of June. There is no way 12 days of service should be $153.47 then once I get the correct balance for June allow me to pay what's owed and then delete this from my credit bureau to all 3 Experian, Equifax, and Transunion.

Business Response:

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

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a happy customer of Green Mountain Energy all the way up until the end, at which point they very much changed my opinion of them and their business practices. I have always paid my bills on time (auto pay) and have been the perfect, no-problems customer. I recently had some significant medical bills come up that have caused substantial financial strain. For this reason, I've been diligently searching for every possible penny that can be saved. Looking into whether my electricity provider contract was up and whether I might find better rates elsewhere was one of the cost-savings options I was ready to explore. I logged on to my account at *********************** to see what my contract status was. Very plainly on my "My Electricity Plan" under "Products and Services" it stated that my contract expiration was 6/19/2014....as a matter of fact, when I log on right now it still says that as of this very moment. For this reason I thought I was well out of contract and was free to choose another provider, which I did in order to save just a few dollars per month. Much to my surprise, I discovered an "early contract termination fee" of $150 on my final bill. I immediately called Green Mountain on Monday morning to address this, fully expecting that they would resolve the issue. I made the change to another provider on November 4th. The Green Mountain representative said that my contract didn't actually expire until Nov. 17th...less than two weeks later. I explained that what he was telling me conflicted with what was displayed under my account information on THEIR website. His unsympathetic response was that the contract he was seeing on his end said something different, and essentially it didn't matter that everything in my account information on THEIR website conflicted with this. He refused to budge. I then asked to speak to his supervisor. The supervisor, ******, then said the very same thing....that nothing could be done. Again, I explained that the website said something different and again she was undeterred. She stated that I should have received something in the mail with my contract expiration date, and I explained that I had received no such thing. She then stated that my latest bill stated my contract expiration date. I immediately opened the PDF of my latest bill and asked her where in that bill it stated my contract expiration date. She told me where to look and I explained that it said nothing about a contract expiration date. She read off a paragraph on the bill she said she was looking at and I read off the same portion of the bill I was viewing which said something entirely different....to which she simply said, "well....the bill I have says something different". I then asked how it could be that my bill would say something different from the one she had on her end, to which she had no answer. I then offered to print, scan, and email to her my bill and a screenshot of my account summary as proof that my account summary gave a different contract expiration date and that my bill gave no information on the matter at all. She was unwilling to let me do so. I was stunned and asked how it could be that I should be held to a date that conflicted with the very information they provided me. She basically said "that's just how it is" and was unwilling to do anything about it. I then went on to explain that even if we were going by her expiration date of November 17th, that was only a few days away from when I changed service and that had I known that was the expiration date I certainly would've waited until then to do so; I also explained that I'd been a perfect customer and was now just asking for the removal of the fee as a matter of courtesy if for nothing else. Again, she stated she could not and would not reverse the fee. I then asked for her boss...thinking I'd eventually get up the chain far enough to get someone reasonable and helpful. She stated that her boss "******" was out on a business trip and that she had no idea what day she'd return. She also would not give me any phone number or email to reach her boss directly to follow up. In the end, she was completely unwilling to do anything and said she was going to "get off the phone now". I have every reason to believe that this phone call was recorded, and it is my hope that someone with the power and willingness to do so will review the phone call to corroborate my story. I am extremely disappointed at how Green Mountain chose to handle this (or not handle it). Rather than using common sense and decency in fairly resolving a simple issue with a customer with a great history, they chose to be cold, bureaucratic, and unwavering in their stance.

Desired Settlement: It is my hope that common sense and courtesy will prevail, and that a removal of this fee from my last bill will take place (or a refund if this is not resolved before the scheduled auto-payment takes place...which I will not attempt to stop).

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ****** is disputing the cancellation fee for his electric service account at ***** ****** ****** *****.
 
History
On July 1, 2014, Mr. ****** contacted GMEC and requested to change the price plan on the account to GMEC’s Pollution Free Loyalty Smart 6 plan.  This plan includes an Energy Charge of 9.1304¢ per kWh, monthly base charge of $5.95 and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month. The term of this plan is 6 months and has a $150.00 early cancellation fee.  Mr. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on July 3, 2014.
 
On July 23, 2014, an invoice for the billing period of June 19, 2014 through July 21, 2014 was sent due by August 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at **************.”
 
On August 21, 2014, an invoice for the billing period of July 21, 2014 through August 19, 2014 was sent due by September 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at **************.”
 
On September 22, 2014, an invoice for the billing period of August 19, 2014 through September 18, 2014 was sent due by October 8, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at **************.”
 
On October 21, 2014, an invoice for the billing period of September 18, 2014 through October 17, 2014 was sent due by November 6, 2014. This invoice includes messaging that advises “Thanks for being part of our community.  Your current plan is effective through your meter read on or after December 1, 2014.  We’ll be in touch about your plan options before then, and you can always call us at 1-866-785-4668.”
 
On November 5, 2014, GMEC received notification that the electric service at ***** ****** ****** ***** was switching to another retail electric provider (REP) effective November 5, 2014.
 
On November 7, 2014, a final invoice for 193.11 was sent for the billing period of October 17, 2014 through November 5, 2014 with an Early Cancellation fee of $150.00 and Current Charges of $43.11. This invoice includes messaging that advises “Thanks for supporting renewable energy. Your current plan is set to expire with the current billing period, but we’ve got options for you! Call us at ************** to learn more”
 
On November 10, 2014, Mr. ****** contacted GMEC to dispute the early cancellation fee and advised the GMEC representative that he viewed his online account and the contract end date was June 19, 2014. The GMEC representative reviewed Mr. ******’s account and improperly advised that the contract expiration date is November 1, 2014.   At this time, Mr. ****** requested to speak with a supervisor and his call was connected.  Mr. ****** requested that the GMEC supervisor waive the cancellation fee due to the incorrect information being displayed via his online account management. The GMEC supervisor advised Mr. ****** the cancellation fee could not be waived because he was advised of the contract end date when he initially requested to change the plan and on subsequent invoices after enrollment.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ******; however, a review of his account determined that Mr. ****** was invoiced in accordance with his Terms of Service. 
 
As a one-time courtesy, a request has been processed to waive the $150.00 cancellation fee.
 
On November 17, 2014, a corrected final invoice for the billing period of October 17, 2014 through November 5, 2014 was sent with current charges of $39.86.
 
Mr. ****** has been contacted and provided an update.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****                                                                                                                                                                 
Customer Support
************
 

Consumer Response: Better Business Bureau:

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

Regards,

**** ******

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: First of all, I have filed this complaint against the Green Mountain Energy last Summer for failure to honor my instruction as being a deaf customer and contact me a month prior to contractual expiration, I read their response which was nothing of any relevant to the issue. I waited on you to get my further dispute. I have not done any disputation because you said you would send me further action to dispute. I am fully in disagreement with the Green Mountain Energy. The initial problem was that their policy states that I would get a contract renewal notice a month prior to expiration. I have never received it. I have made 2-3 calls in connection with the contractual renewal process. It has never been done anything. After that, they continued charging me 'without contractual rate,' which became 'month to month,' higher rate without notifying me for more than a year. I offered that I would be willing to pay the difference pertaining the special contractual rate, not the month to month rate. Thank you.

Desired Settlement: The desire is to have this balance retroacted, back to the initial contractual rate, and recalculate it with the special contractual rate, and make a difference pertaining the initial rate, and I would be willing to pay the difference. Thank you.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******** is disputing the price plan for his electric service at **** ********** *****.

History
June 11, 2010, Mr. ******** agreed to enroll the electric service at **** ********** ***** effective June 11, 2010.  Mr. ******** agreed to enroll on GMEC’s 100% Wind Reliable Rate plan at the average rate of 12.8 cents/kWh for 2000 kWh on a 12 month plan.  This plan is a fixed rate plan with a cancellation fee of $200.00 and began on the requested date of June 11, 2010.  Mr. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 11, 2010.

On September 20, 2010, Ms. ******** contacted GMEC on behalf of Mr. ******** requesting a lower rate plan. Ms. ******** agreed to enroll in GMEC’s Pollution Free Reliable Rate plan at the average rate of 11.8 cents/kWh for 2000 kWh on a 12 month term.   This plan is a fixed rate plan with a cancellation fee of $200.00.  Ms. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on September 20, 2010.

On August 15, 2011, a contract expiration notice (CEN) was sent to Mr. ******** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free plan at the average rate of 11.8 cents/kWh for 2000 kWh.  This would include an energy charge of 11.7210 cents/kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  The plan would be a month-to-month plan with no minimum contract term and no cancellation fee. The corresponding electricity facts label (EFL) was included with the notice.  The EFL includes the following:

Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Green Mountain. For information about the current price, you may call us at ###-###-####. 

An alternate price plan was not enrolled for Mr. ********’s account; therefore, the account transitioned to the GMEC’s Pollution Free Extend plan on September 30, 2011.

On July 6, 2012, Mr. ******** contacted GMEC and enrolled on the GMEC’s Pollution Free Simple 7 Plan at the average rate of 10.8 cents/kWh for 2000 kWh on a seven month term.  This plan is a fixed rate plan with a cancellation fee of $150.00.  Mr. ******** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on July 6, 2012.

On January 9, 2013, a contract expiration notice (CEN) was sent to Mr. ******** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan at the average rate of 10.5 cents/kWh for 2000 kWh.  This would include an energy charge of 10.1260 cents/kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  The plan would be a month-to-month plan with no minimum contract term and no cancellation fee. The corresponding electricity facts label (EFL) was included with the notice.  The EFL includes the following:

Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Green Mountain. For information about the current price, you may call us at ###-###-####. 

Account records reflect that Mr. ********’s account # ******** migrated to GMEC’s new billing platform on February 26, 2014, establishing account # ******** with a balance of $116.93.

An alternate price plan was not enrolled for Mr. ********’s account; therefore, the account transitioned to the GMEC’s Pollution Free Extend plan on March 1, 2013.

On August 11, 2014, Mr. ******** contacted GMEC via a relay service to inquire on an invoice.  The GMEC agent advised that the account was on a variable price plan which has a variable energy charge and the usage had increased as well. Mr. ******** stated that he enrolled in a contracted fix rate plan in November of 2013.  The agent verified that a contract plan was not in effect for the account at the time and offered to set Mr. ******** onto a contracted fix rate plan.  The agent then requested verbal authorization to complete the price plan update to the account and stated that a request would be submitted for a written request to be issued. 

On August 13, 2014, Mr. ******** contacted GMEC via a relay service for a status of a price plan update to the account.  The agent reviewed the account and was able to complete the request by phone.   Mr. ******** updated the price plan on the account to the Pollution Free Loyalty Reliable Rate at the average rate of 11.3 cents/kWh for 2000 kWh on a 12 month term.  Mr. ******** requested to dispute the billed charges since the end of the previous contract for the account.

Resolution
GMEC apologizes for any confusion or miscommunication Mr. ******** may have experienced.  However, GMEC believes Mr. ******** was properly notified of product and variable pricing on his contract expiration notice, as well as on all of his monthly bills and we have honored the terms of his agreement.  As a result, no refunds or credit adjustments are warranted at this time.  Mr. ********’s account charges have been thoroughly reviewed and his billed rate and charges are correct. As in the past, at any time Mr. ******** could have contacted GMEC for more information in regards to our fixed rate products that would offer more price stability or a lower priced rate plan that may have been available to him.  Our records do show Mr. ******** did enroll in a GMEC contracted fix rate plan for the additional service address of **** ****** **** **** on November 4, 2013 and this address was attached to the same account number as the service address of **** ********** *****.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

******* ****                                                                                                                                                 
Customer Support
###-###-####

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

I am rejecting this response because: I have never received their letter related to a notice of contractual renewal a month prior to expiration. For the past 4 years, out of those years, only 2 notices were sent to me for the year of 2011 and 2012. I have not received notice for the year 2013. My record with them has been an excellent customer. Settlement is: go back to 2013 and recalculate the cost at the rate of 10, and make adjustment either refund or credit OR, I reject paying them the final bill. Thank you. 

Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal
 
Green Mountain Energy Company (GMEC) regrets any inconvenience these proceedings may have caused, and we understand Mr. ********’s concerns regarding the price plan.
 
On January 9, 2013, GMEC sent Mr. ******** a contract expiration notification reminder letter stating his contracted rate was set to expire on February 13, 2013.  As stated in the notification, if Mr.******** preferred not to renew his contract, but wanted to continue service with GMEC, or did not contact GMEC, his service would automatically continue on a month-to-month variable rate plan product with no minimum contract term and no cancellation fee.  Mr. ********’s notification letter was sent to his address of record and no mail was returned due to being undeliverable.  GMEC cannot be responsible for any postal issue Mr. ******** may have experienced at the time.
 
GMEC has attached the Pollution Free variable rate plan EFL enclosed with the notification letter. 
 
GMEC regrets any inconvenience these proceedings may have caused MR. ********; however, at this time, no adjustments are warranted.
 
For any additional questions about this concern, please contact me at ###-###-####.  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support

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

I am rejecting this response because: I have never seen this notice at all in year of 2013! You may check my other credit history with other companies such as gas, water, phone, TV cable, doctors, auto insurance, auto payments, home mortgage, and student loan and SSA bills,  any other company's bills and compare it with the green mountain! 

 
I will never pay the bill to the green mountain until they release my respect and honor back to me; and apologize for my suffer. 

Regards,

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

11/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is my second time filing the same complaint with BBB against Green mountain energy. I had moved out of my apartment in April 2014. I had an over payment of $108 per the last invoice that was sent to me on May 2nd. I called Green Mountain Energy the next week after receiving the invoice to confirm when I would receive the over payment. They told me it would take any where from 10 t o 45 days. Really. ..45 days? I called again in June to confirm and the customer representative told me there was an error and the check was never sent. I had also confirmed my new address with them where the check needs to be sent and it was correct in their system. I called the 3rd time in August and they have told me the same thing about it taking 10 to 45 days. It has now been 6 months and I do NOT have my money. This is just ridiculous! And I am tired of calling them with no resolution. $108 is a lot of money for me. After filing a complinat the first time with BBB, I was contacted by a Mr. **** ********* who is a rep from Green mountain energy. He told me I would I have my money within a week and this issue would be resolved. I checked my mail a week later and nothing was in the mail from them. Checked it again two weeks later and still nothing. I then called and left a message for Mr. **** to contact me and told him I never did receive the check. I have still not heard back from him. This is a shame! Green mountain energy should be ashamed of themselves for withholding customers money. I not only need the $108 but I need it with interest!!! Still waiting for someone to contact me to resolve this issue. Billing name under: ***** ******** Act # **********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. **** (********) is disputing the time frame to receive a refund check for electric service at **** ******* **** #***.
 
History
On April 8, 2014, Ms. **** contacted GMEC to process a move out request for electric service at **** ******* **** #*** for the requested date of April 30, 2014.
 
On May 2, 2014, a final invoice for a credit balance of $108.35 was sent for the final billing period of April 11, 2014 through April 30, 2014 with a previous amount due of $83.45, payment and adjustments of -$233.49, and current electricity charges of $41.69.
 
On May 15, 2014, Ms. **** contacted GMEC to inquire on a credit balance for the account.  The representative verified that the amount was a credit balance and processed a request to issue a refund check.  The representative advised to allow ten business days for the processing of the refund.
 
On May 19, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ***.
 
On July 21, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account.  The representative reviewed the account and escalated the issue to research the missing refund check.  The GMEC representative advised that it could take up to 7-10 business days to re-issue the refund check.
 
On July 25, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ****.
 
On August 11, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account. The GMEC representative advised Ms. **** that the refund check was mailed on July 25, 2014.
 
On September 15, 2014, a GMEC representative contacted Ms. **** regarding her dispute of the timeframe to receive a refund check, the representative advised Ms. **** the outstanding check would be cancelled and a new refund check will be issued.
 
On September 18, 2014, a refund check for $108.35 was mailed in the name of ***** ******** to
**** ******* ** Apt. ****.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  GMEC’s records show that a refund check for $108.35 was issued out on July 25, 2014 and September 18, 2014 to the mailing address of **** ******* ** Apt **** as provided by Ms. ****. 
 
A request has been submitted to generate a new check for $108.35.  As requested, GMEC will overnight the check to the mailing address of **** ******* ** Apt ****.  Ms. **** has been contacted and provided an update.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
******* ****
Customer Support
###-###-####

10/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Green Mountain Energy service months before I moved into my new place. I must have went too fast or the system must have had a glitch but my service start up date was 7/11/2014 instead of 8/15/2014. I explained to Green Mountain on several occasions that I did not live at that residence and that I should not have to pay a bill that was not mine. I even sent them my leasing agreement to show them that I did not live there. Green Mountain DID NOT CARE!! Green Mountain said to me on several occassions and even having conducted their investigation, that although it may have been in error with me setting up my account online, it was still my mistake and I would have to pay the bill. Now here is the kicker. Another person resided in this apartment with a different electricity company so Green Mountain did provide any energy they only read the meter, if they even did that. Green Mountain prides themself on customer service and being an outstanding energy company but this is false. They are the worse energy company I have ever dealt with and if they would even look at my bill now that I have lived in this residence for two months they would see the difference but they DO NOT CARE at all, they just want their money even from someone who did not use their service. Now if this was their personal situation they would be more compassionate and understanding, but since it's not they read from a script and give scripted answers and that's when you speak to a supervisor. The actual customer service representatives have attitudes and are rude and have smart mouths. They treat you like you are trying to get over on them and with me that's not the case. The people they have working for customer service need to work for collections instead, that's how rude they are.

Desired Settlement: I would like an apology and my account credited, but since I know none of things will happen, I just want this to be a negative mark on their rating because this isn't right. And what if I was on a fixed income and couldn't afford to pay a bill that did not come from my usage? Green Mountain's reply would be Oh Well!

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** is disputing the service start date  for her electric service at **** ***** ***** ******* *** ********* ***.
 
History
On May 13, 2014, an online request was received to enroll Ms. ******’s electric service at **** ***** ***** ******* *** ********* *** effective July 11, 2014. Ms. ****** agreed to enroll in GMEC’s Pollution Free Apartment Community Program plan with an average price of 8.4¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a month to month plan and has a $0.00 early cancellation fee.  Our records indicate that an email confirmation was sent to Ms. ****** at **********************@YAHOO.COM on May 13, 2014.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL).  Additionally, the email included the Requested Start Date of July 11, 2014 and a message stating “p.s. If you need to change your service start date, please let us know at least two business days before your original start date or you may be charged for the electricity at your new home until we can process the change.”
 
On August 13, 2014, an invoice for $68.24 was sent for the billing period July 11, 2014 through August 11, 2014 with Current Electricity Charges of 68.24.
                                                                                             
Later on August 13, 2014, Ms. ****** contacted GMEC requesting to change her scheduled service start date to August 15, 2014. The GMEC representative advised Ms. ****** that service has been active since July 11, 2014; at that time, Ms. ****** requested to speak with a supervisor and her call was connected. The GMEC supervisor processed a request to investigate Ms. ******’s account.
 
On September 9, 2014, GMEC determined that Ms. ****** enrolled online for her electric service at **** ***** ***** ******* *** ********* *** with an effective date of July 11, 2014 and Ms. Croby is responsible for the electricity usage per the online agreement.
 
On September 12, 2014, an invoice for 184.17 was sent for the billing period August 11, 2014 through September 10, 2014 with a Balance Forward $68.24 and Current Electricity Charges of 115.93.
 
On September 25, 2014, a disconnection notice for $68.24 was sent due by October 6, 2014.
 
On October 9, 2014, a disconnection notice of $184.17 was sent due by October 20, 2014.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  A review of Ms. ******’s account confirmed that she was invoiced in accordance with her Terms of Service and EFL. 
 
As a courtesy, a credit of $64.64 will be applied to the account for the disputed usage period of July 11, 2014 through August 11, 2014.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
###-###-####
 

10/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently signed up with Green Mountain Energy at a booth at the State Fair of Texas. The lady there approached us . We told her we had solar panels and she explained the solar plan with Green Mountain. That they buy back the first 500 kilowatts of monthly production at retail price and afterwards at a wholesale rate. I like the plan so we signed up to transfer power from TXU power. I asked her if this was for the solar plan and she said she cannot sign up for the solar plan, but to call customer service and they will gladly change it over to the solar plan. So now I call in to get it on the solar plan and am told that it will be a $200..00 charge for changing the plan. Why wasn't I told this. After four calls to Green Mountain I spoke to a supervisor who said she would go ahead and put in the the right plan, but she could only send in a dispute for the $200.00 charge. I think the company either has untrained employees giving out false information, or they are lying. Why would anyone sign up for the plan if they knew they were immediately going to be charged an additional $200.00. It is frustrating contacting them do to the lack of knowledge from most of the phone staff. The supervisor was nice and knowledgeable but could only send in a dispute. Why was I not just put in the correct plan to begin with. Why wasn't I told it would be a $200 charge to get it on the plan I had asked about and was told about from Stephanie Hall the sales representative at the State Fair? I feel this is completely unfair and people should know what the company is doing to people.

Desired Settlement: To be refunded the $200.00 charge and an apology from the company for this.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******** disputes the price plan for his electric service at **** ********** ******
 
History
On October 9, 2014, an online request was received to enroll Mr. ********’s electric service at 3304 Brookshire Drive effective October 9, 2014.  Mr. ******** completed a switch request online for the Green Mountain Energy Company Pollution Free Water Saver 12 Connect plan with a Water EcoKit.  The term of this plan is 12 months and it has a $200.00 cancellation fee.  Mr. ******** was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ******** at **************@gmail.com  provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. ********’s enrollment completed October 9, 2014.
 
On October 16, 2014, Mr. ******** contacted a GMEC representative to dispute the price plan and requested to enroll in GMEC’s Renewable Rewards price plan. The GMEC representative advised Mr. ******** of the cancellation fee for enrolling in another price plan, Mr. ******** requested to speak with a supervisor and his call was connected. The GMEC supervisor processed a request to investigate Mr. ********’s account.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ******** may have experienced on his account. On October 17, 2014 a GMEC representative contacted Mr. ******** and he agreed change the price plan on the account to the Green Mountain Energy Company Renewable Rewards rate plan.  Through the Renewable Rewards© Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid. For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product. For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent. The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges. 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

10/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account Number: ********** I was solicited by a sales rep with Green Mountain Energy, He asked if we would be interested in a free thermostat (Ness Thermostat by Honey well) that he promised would lower our Electric Bill. afeter he looked at our past bills he told us we would never be charged a monthly bill has high has this. I told him we were listing our house and we would be moving he told us that was fine there were no contracts or early termination fees. We have sold our house and I paid the final bill and have proof of payment Green Mountain Energy is trying to collect a early termination fee and it states on there own paper work if you move there isn't any contract or early termination charge. My address is **** ******* **** *** ***** ****

Desired Settlement: Remove any and all negative credit bureau collection accounts regarding this account Account Number: **********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ****** is disputing an assessed early termination fee and collection activity associated with his electric service account at **** ****** *** ******
 
History
On February 27, 2014, a GMEC door to door representative contacted Mr. ****** and he agreed to switch his electric service at **** ****** *** ***** effective the next scheduled meter read date.  Mr. ****** enrolled on the GMEC Pollution Free Efficient plan with a NEST thermostat promotional incentive.  The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ****** was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the door to door representative on February 27, 2014.  Mr. ******’s switch completed on February 28, 2014.
 
On March 20, 2014, an invoice for $79.72 was sent for the billing period February 28, 2014 through March 18, 2014 with Current Electricity Charges of $79.72
 
On April 17, 2014, Mr. ****** contacted Green Mountain Energy Company (GMEC) via email to advise that the incentive of the Nest thermostat for the plan that was enrolled for of the Green Mountain Energy's Pollution Free Efficient with the Nest Thermostat was not received.
 
Later on April 17, 2014, a GMEC email support representative contacted Mr. ****** via email to advise that he is enrolled in Green Mountain Energy's Pollution Free Efficient with the Nest Thermostat. The thermostat will be shipped within 45 days of the service activation date and shipping information will be received via email after the thermostat is shipped.
 
On April 21, 2014, an invoice for $158.22 was sent for the billing period March 18, 2014 through April 17, 2014 with Current Electricity Charges of $158.22.
 
On May 12, 2014, a disconnection notice for 158.22 was sent due by May 22, 2014.
 
On May 21, 2014, an invoice for 223.02 was sent for the billing period April 17, 2014 through May 19, 2014 with Late Payment Penalty of $7.91, Disconnection Notice Fee of $20.00 and Current Electricity Charges of 203.22.
 
On May 26, 2014, GMEC received notification that the electric service account at **** ****** *** ***** was switching to another retail electric provider (REP) effective May 27, 2014.
 
On May 30, 2014 a final invoice of $591.69 was sent for the final billing period of May 19, 2014 through May 27, 2014 with a Previous Amount Due of $223.02, Early Termination Fee of $295.00 and Current Electricity Charges of $72.50.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ****** may have experienced on his account.  However, GMEC believes that the necessary actions taken were appropriate.  GMEC records do not reflect a contact from Mr. ****** to advise that he was discontinuing service due to the sale of his home.  GMEC sent a final invoice to Mr. ******’s service address and that balance was not satisfied; therefore, Mr. ******’s account was sent to collections. 
 
On October 24, 2014, a GMEC representative contacted Mr. ****** to advise that as a courtesy to resolve the matter GMEC has waived the $295.00 early termination fee.  Additionally, the balance has been recalled from the collection agency and negative information has been deleted.  A corrected final invoice will be sent for the final billing period of May 19, 2014 through May 27, 2014 and must be paid to avoid collection activity.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****                                                                                                                                                                 
Customer Support
713-488-5497

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

10/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A payment was applied to an incorrect account number on 9/3/2014. Bank of America faxed over proof to Green Mountain Energy, showing that a payment was made on the incorrect account number, through Bank of America's online bill pay and proof of the correct account number, where the $100 payment should be applied to on 9/19/2014. I have called numerous of times and sent in several emails to ************@greenmountain.com, the accounts resolution department and no one has contacted me about this matter as of today.

Desired Settlement: I would like the money I sent to the incorrect account number, applied to my account.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. **** disputes a missing payment of $100.00 for her electric service at **** ***** *****.

History
On September 11, 2014, Ms. **** contacted a GMEC representative advising that she has posted a $100.00 payment to the incorrect account and requested that the representative transfer the payment to her account.  At that time, the GMEC representative processed an investigation to review Ms. ****s’s account. Ms. **** was provided a fax contact to provide proof of the payment posting.
 
On September 15, 2014, Ms. **** contacted a GMEC representative requesting the fax contact to GMEC’s payment processing department.
 
On September 17, 2014, Ms. **** contacted a GMEC representative for the status of the faxed information, and was advised to allow 24-48 business hours.
 
On September 23, 2014, Ms. **** contacted a GMEC representative requesting to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. **** that the investigation of her account is still under review.
 
On October 13, 2014, Ms. **** contacted a GMEC representative for the status of the investigation and was advised that her fax confirmation was not received and the investigation was closed. Additionally, the GMEC representative advised that the $100.00 payment had not posted to Ms. ****’s account.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. **** may have experienced on her account. 

On October 17, 2014, Ms. ****s’s payment of $100.00 was posted to her account.

As a courtesy, a $25.00 credit was applied to Ms. ****’s account for her customer experience.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

10/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i set up a deferred payment plan in aug.2014. i made my payment and made my payment in sept. now they are telling me this month i am defaulted and have given me several different reasons why. they tried to make me say on the phone that i was voluntarily defaulting on my agreement which i said no. i have been on the phone with them all day and they hung up on me . the last man that i spoke with was so so rude so i asked for another supervisor and i got someone. she listened to me a few minutes and hung up on me again. i have never received a letter from them stating my plan was defaulted. they are crooks

Desired Settlement: i would like for them to honor our agreement and not threaten me to be in default and start all over each month

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* disputes the deactivation of the deferred payment for her electric service at *** **** ***** ******.
 
History
On August 4, 2014, Ms. ******* contacted a GMEC requesting payment arrangements and agreed to set up a five month deferred payment plan for $383.06 with a down payment of $100.00 due by
August 25, 2014. Ms. ******* was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied. Confirmation of the deferred payment agreement was sent on August 5, 2014 and a switch-hold was placed on the account. Ms. ******* mentioned that she makes her payments on or around the 25th of each month and needs to make her payment at that time.  The GMEC representative improperly advised Ms. ******* that this option is available and processed a request to enroll Ms. *******’s account in GMEC’s Pick Your Due Date program.  Additionally, Ms. ******* agreed to enroll in GMEC’s Pollution Free Loyalty Smart 6 plan. This plan offers an Energy Charge of 10.3¢ per kWh, a Base Charge of $5.95 per billing and a transmission and distribution service provider (TDSP) advanced metering charge of $2.26 per month. The term of this plan is 6 months and it has a $150.00 early cancellation fee.  A terms of service agreement, EFL and a copy of the “Your Rights as a Customer” document was sent to Ms. ******* on August 5, 2014.
 
On August 5, 2014, a GMEC representative determined that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.

On August 26, 2014, a payment of $100.00 posted to Ms. *******’s account.

On August 28, 2014, an invoice for the amount of $379.81 was issued with a due date of September 15, 2014.  The invoice reflected usage from July 28, 2014 through August 26, 2014.  The amount included the deferred payment installment of $56.61 and current electricity charges of $323.20.

Full payment was not received by the September 15, 2014 invoice due date; therefore, Ms. *******’s account was removed from the deferred payment plan on September 17, 2014.

On September 25, 2014, Ms. ******* contacted a GMEC representative for an explanation of the balance. The GMEC representative provided the balance including the deferred amount and advised Ms. ******* that the balance due is 379.81.

On September 26, 2014, a payment of $395.97 posted to Ms. *******’s account.

On October 4, 2014, Ms. ******* contacted a GMEC representative for an explanation of the deactivation of the deferred payment plan.  The GMEC representative provided the information regarding the deactivation and offered to reset the deferred payment plan. Due to a system issue, the GMEC representative did not set up the deferred payment plan and offered to contact the customer at a later date to reset the deferred payment plan.
 
On October 6, 2014, multiple contacts were made by Ms. ******* for an explanation of the deactivation of the deferred payment plan and requests that GMEC comply the August 4, 2014 deferred payment plan. The GMEC representatives offered to reset the deferred payment plan, but advised that the amounts would not be the same and the balance amounts would have to be paid by the invoice due date. Ms. ******* declined all offers.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ******* may have experienced on her account.  GMEC’s Pick Your Due Date program allows for customers to choose a specific due date for their monthly billing; however, in order to be eligible for the program, certain regulatory requirements have to be met.  A review of Ms. *******’s account confirmed that the account did not meet the requirements for enrollment on GMEC’s Pick Your Due Date program.

On October 9, 2014, a GMEC representative contacted Ms. ******* and she agreed to set up a five month deferred payment plan for $210.29 with a down payment of $52.57 due by October 25, 2014. Ms. ******* was advised that a switch hold would be placed on the account until the deferred payment plan was satisfied. Confirmation of the deferred payment agreement was sent on October 9, 2014 and a switch-hold was placed on the account. Additionally, Ms. ******* was advised that she will be able to pay the monthly invoice on the 25th of each month and remain on the deferred payment plan.

As a courtesy, a request has been submitted to change Ms. *******’s invoice due date to the 25th of each month after the completion of the deferred payment plan agreement.

******* ****
Customer Support
###-###-####

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

I am rejecting this response because:
first of all the statement is not completely accurate. I asked for a change of date of service back in feb. and there are other inaccuracies.
also the agreement sent to me by email was poor and I was unable to read any of it. I need a clear copy of the agreement in order to agree to it. thank you
Regards,

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

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

Green Mountain Energy Company (GMEC) understands Ms. *******’s concerns regarding the deferred payment agreement and due date change request.

GMEC has honored Ms. *******’s request to reinstate the previous deferred payment plan and change the due date of the billing to the 25th of each month.

We have attached a copy of the deferred payment plan agreement sent to Ms. ******* via email at **********@yahoo.com on October 9, 2014.

GMEC values our customers and appreciates the opportunity to review Ms. *******’s concerns.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

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

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When my contract ended in April I switched electric providers. When I received my final bill I was surprised to see that my bill was double what it had been the previous month. I requested proof of the charges. The sent me the final bill again, so I called again and requested proof of where the charges came from. Again, they mailed me the final bill. This process repeated itself several times over the next few months. When they finally mailed me the document that I had requested it said that I had missed a payment. Even though I was certain that I paid it, I did so with a rebate card which had already been cut up and thrown away, I had no proof. Since I had no proof I didn't even bother to argue the matter with them. I spoke with a representative and told her that I would pay $25 dollars a month until it was paid off. She said that would be fine. She said nothing about it being reported on my credit. Today I went online to check my credit. I was shocked to see that they had turned my account over to a collection agency and that it was reported on my credit report as "unpaid". I called Green Mountain and was not allowed to talk to a supervisor until I got mad about it. The supervisor refuses to do anything about it unless I pay the full balance immediately. He is acting as though they did nothing wrong. Had I been able to talk to one competent person when this whole thing began they would already have all of their money. Also, the amount on my credit report is not correctly reflecting the payments that have already been made.

Desired Settlement: I want this taken off my credit report immediately.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** is disputing is the collection process for the write off balance due for her electric service at **** ******** ******
 
History
On February 6, 2014, an invoice for $70.84 was sent for the billing period of January 8, 2014 through February 4, 2014 with current electricity charges of $70.84.
 
On March 4, 2014, a payment of $70.84 posted to Ms. ******’s account.
 
On March 7, 2014, an invoice for $68.40 was sent for the billing period of February 4, 2014 through March 5, 2014 with a late payment penalty of $3.51 and current electricity charges of $64.89.
 
On April 9, 2014, an invoice for $144.56 was sent for the billing period of March 5, 2014 through April 7, 2014 with a previous amount due of $68.40, late payment penalty of $3.24 and current electricity charges of $72.92.
 
On April 14, 2014, GMEC received notification that the electric service at **** ******** ***** was switching to another retail electric provider (REP) effective April 14, 2014.
 
On April 16, 2014, a final invoice for $166.48 was sent for the billing period of April 7, 2014 through April 14, 2014 with a previous amount due of $144.56 and current electricity charges of $21.92.
 
On May 22, 2014, a final notice for $166.48 was sent to Ms. ****** advising “Our records indicate that your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.”
 
Payment did not post to Ms. ******’s account; therefore, the outstanding balance of $166.48 was referred to a third party collections agency on July 6, 2014. 
 
On July 17, 2014, Ms. ****** contacted a GMEC representative for an explanation of her bill and to dispute the account referral to collections.  The GMEC representative provided an explanation of the invoice and submitted a request to mail duplicate invoices for confirmation of the balance.
 
On August 12, 2014, Ms. ****** contacted a GMEC representative to advise that she will make payments of $25.00 monthly until the amount is paid in full. The GMEC representative improperly informed Ms. ****** that this option is available and processed a credit card payment of $25.00.
 
On September 23, 2014, Ms. ****** contacted a GMEC representative and processed a credit card payment of $25.00.
 
On October 6, 2014, Ms. ****** contacted GMEC to dispute being referred to collections, requesting to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. ****** that the balance will be removed from collections after the balance is paid in full.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ****** may have experienced on her account.  A review of Ms. ******’s August 12, 2014 contact determined that the GMEC representative improperly informed Ms. ****** that she can make monthly payments of $25.00 until the balance is paid in full. The GMEC representative did not inform Ms. ****** that to protect her credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.
 
On October 9, 2014, a request was submitted for the balance of $116.48 to be recalled from the collection agency with the request to delete any negative information reported.
 
On October 10, 2014, GMEC received confirmation that the account has been recalled from the collection agency with the request to delete any negative information reported.
 
On October 13, 2014, a GMEC representative contacted Ms. ****** to advise that she can continue to make monthly payments of $25.00 until February 2015. Additionally, the balance has been recalled from the collection agency and negative information has been deleted.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####

10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bills are higher and higher. I called spoke to a lady named ****** she basicly said they can charge what they want. I needed to get a plan and they could gaurantee me a low rate.I asked to speak with a suervisor she came on the line her name ********** i explain the same she basicly said it is what it is. i told her i got no notices of any kind telling me that the rate was/can change or that my time frame was coming up if i wanted to be on a low rate plan. Thats a rip off. i went from 9.9 to 15.4 without notice.I am changing service. they wouldnt give me a loyalty discount they only where concerned about me signing up again .this lady hung up on me when i mentioned a complaint was coming.

Desired Settlement: i would like half of the bill refunded due to no warning or attempt to contact to lock in lower rate.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ***** disputes the invoiced charges for her electric service at **** ******* ******
 
History
June 18, 2013, Ms. ***** agreed to enroll the electric service at **** ******* ***** effective June 18, 2013.  Ms. ***** agreed to enroll on GMEC’s Pollution Free plan at the average rate of 9.9 cents/kWh for 2000 kWh on a month to month term.  The price plan is a variable price plan with no cancellation fee and began on the requested date of June 18, 2013.  Ms. ***** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 20, 2013.
 
Ms. ***** was invoiced on GMEC’s Pollution Free plan from June 2013 through September 2014. There have been multiple increases to the Energy Charge from October 2013 through August 2014. The most recent increase was effective August 1, 2014 and was increased to 15.2¢ per kWh.
 
On September 29, 2014, Ms. ***** contacted a GMEC representative for an explanation of her bill. The GMEC representative reviewed the account and determined that the account was on a month to month price plan and offered alternate price plans. Ms. ***** declined, stating that she did not receive notice that the account was on a month to month price plan and requested that the GMEC representative decrease the invoice amount. The GMEC representative advised Ms. ***** that the invoice amount could not be decreased. Ms. ***** requested to speak with a supervisor and her call was connected.  The GMEC supervisor advised Ms. ***** that the current invoice will remain the same and offered alternate price plans; however, Ms. ***** declined.
 
On October 6, 2014, a notification was received that the electric service account at **** ******* ***** was switching to another retail electric provider (REP) effective October 9, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *****.  After a thorough review of account, it has been determined that Ms. *****’s account has been invoiced correctly based upon the terms and conditions disclosed on the EFL.  
 
The Green Mountain Energy Company Pollution Free Product is a variable price product.  This product does not have a contract expiration date, and it is a month to month variable rate/pricing plan.  As stated on Ms. *****’s  EFL, except for price changes allowed by law or regulatory action, this price (the price at the time of enrollment) is the price that will be applied during her first billing cycle; this price may change in subsequent months at the sole discretion of GMEC.  In addition, prior to the rate increase, Ms. *****’s product details were noted and explained in the following bill message:  If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.
 
At this time no adjustments are warranted.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
 
******* ****
Customer Support
###-###-####

10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My $200 deposit wasnt applied correctly. I've called to Green Mountain to correct, and they're collection office hasnt helped either I previously lived at ***** ****** ******* *** *** Dallas Tx *****, my account number was #******** . On October 17,2013. A payment in the amount of $140.34 was paid on my account. I moved out of the resident at the end of the month (October 2013). I made Green Mountain aware, that I would no longer need services. I was not on a contract at the time. The representative informed me that my deposit of $200 would be applied to any remaining bill that needed to be paid. I begin to receive correspondence from Green Mountain at my new residency. When I called to discuss, about the deposit. Green Mountain immediately said they had turned my account over to collection. I called the collections number, and they begin to the point the finger back at Green Mountain and said that any amount that I now owed was supposed to include total amount due minus the deposit. Which apparently was $400. I had NEVER paid anywhere close to $400 in the 3 years I had Green Mountain. Why would I be led to believe that my account was $400? It makes no sense. I have requested a validation of debt from their collection agency weeks ago, I have yet to receive anything. I have requested a breakdown of my final bill, and no one can produce it. I honestly, loved Green Mountain services, and wanted to switch back to them, but this deposit situation has had me have a change of heart.

Desired Settlement: I do not want anything against my credit from Green Mountain. I am requesting that Green Mountain apply my $200 deposit correctly against my final bill that would have generated after my move out date of October 13.

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. ******** is requesting a validation of the final balance for her electric service at ***** ****** ******* **** ***.

History
On July 23, 2010, Ms. ******** contacted GMEC and agreed to enroll her electric service at ***** ****** ******* **** *** effective July 28, 2010.  A security deposit for $150.00 was requested to complete Ms. ********’s enrollment request.  Ms. ******** processed a payment of $150.00 for the deposit amount.

On October 30, 2013, Ms. ******** contacted a GMEC representative to process a move out request for electric service ***** ****** ******* **** ***. Ms. ******** was advised the soonest date to cancel service is November 2, 2013. A request to cancel service was processed effective November 2, 2013.

On November 6, 2013, a final invoice of $205.28 was sent for the final billing period of October 31, 2013 through November 1, 2014 with a Previous Amount Due of $351.12, Deposit Refund Credit of $154.71 and Current Electricity Charges of $8.72.

Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ********.  GMEC’s records show that the deposit amount of $150.00 was refunded to Ms. ******** on her final bill. At this time, no adjustments are warranted.

At Ms. ********’s request, the final bill has been attached for her review. 

Multiple attempts to contact Ms. ******** regarding her concerns were unsuccessful; however, voice messages have been left providing my contact number.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 

******* ****
Customer Support
###-###-####

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

I am rejecting this response because I made a payment on 10/17/2013 in the amount of $140.34. I need to know when Green Mountain is reflecting my last payment date & for what month?

Regards,

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Complaint Information

Complaint ID: ******** Filed with: BBB
1005 La Posada Drive
Austin, TX 78752 
Phone: (512) 445-2911 
Email: info@austin.bbb.org
URL: http://www.centraltx.bbb.org

Date Filed: 9/28/2014

Consumer Information

Name: Latoya ********

Address: 2016 Pinenut Drive
Mesquite, TX 75181

Daytime Phone: (555) 555-5555

Evening Phone: None Provided

Fax: None Provided

Email: latoyacharlise@yahoo.com

Business Information

Business Name: Green Mountain Energy Company

Address: PO Box 689008 
Austin, TX 78768

Phone: (866) 785-4668

Complaint Details

My $200 deposit wasnt applied correctly. I've called to Green Mountain to correct, and they're collection office hasnt helped either I previously lived at ***** ****** ******* *** *** Dallas Tx *****, my account number was #******** . On October 17,2013. A payment in the amount of $140.34 was paid on my account. I moved out of the resident at the end of the month (October 2013). I made Green Mountain aware, that I would no longer need services. I was not on a contract at the time. The representative informed me that my deposit of $200 would be applied to any remaining bill that needed to be paid. I begin to receive correspondence from Green Mountain at my new residency. When I called to discuss, about the deposit. Green Mountain immediately said they had turned my account over to collection. I called the collections number, and they begin to the point the finger back at Green Mountain and said that any amount that I now owed was supposed to include total amount due minus the deposit. Which apparently was $400. I had NEVER paid anywhere close to $400 in the 3 years I had Green Mountain. Why would I be led to believe that my account was $400? It makes no sense. I have requested a validation of debt from their collection agency weeks ago, I have yet to receive anything. I have requested a breakdown of my final bill, and no one can produce it. I honestly, loved Green Mountain services, and wanted to switch back to them, but this deposit situation has had me have a change of heart.

Desired Outcome/Settlement

Desired Settlement: Other (requires explanation)I do not want anything against my credit from Green Mountain. I am requesting that Green Mountain apply my $200 deposit correctly against my final bill that would have generated after my move out date of October 13.

Complaint Details

Nature of Complaint: Customer Service Issues

Date Problem Occured: Not Provided

Date(s) Complained: Not Provided

Purchase Date: Not Provided

Salesperson: Not Provided

Complaint Details (cont.)

Product/Service: Not Provided

Model #: Not Provided

Account #: Not Provided

Order #: Not Provided

Purchase Price: Not Provided

Payment: No Money Order

Disputed Amount: 200.0000

Attached/Related File(s) Date

L. ******** Final Invoice.pdf 10/06/2014

L. ******** Final Invoice.pdf 10/06/2014

  From To Subject Date Sent

click to view Message received from the business about your complaint 10/6/2014

click to view Respond to Complaint 10/6/2014

click to view Complaint has been sent to the business 9/29/2014

 Latoya ********

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. ********.
 
Attached is the Statement of Account confirming the debits and credits/payments applied January 2013 through November 2013.  Additionally, we have attached the invoice sent following the October 17, 2013 payment of $140.34.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
 
******* ****
Customer Support
###-###-####
 
 

10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Green Mtn Energy rep (***** *******) came to our door to switch our service. He said we would receive $150 check, free weekends, and the month of August for free. He even reviewed our current bill with ***** ****** to verify that his plan would save us money. He stated that even though our price per kilowatt would increase, the free weekends would offset the cost and he also stated there are no additional electric delivery changes on top of the kilowatt price. He stated the price is fixed for 24 months at 11.9 cents per kilowatt. When Mr. ******* called the phone rep to confirm the plan, the phone rep got on the line w/ me and rattled through a bunch of legal jargon. At the end of the call, I had not heard anything about the free month Mr. ******* had told me I would get with this promotion. So, I asked about it. The phone representative said there is a $150 incentive on this promotion. Clearly confused, I began asking the Green Mountain rep in front of me about the free month of Aug. Mr. ******* advised me to give him the phone to clear it up. I handed over MY cell phone and Mr. ******* repeated the promotion code and mumbled to the phone representative that the promotion code should include $150 incentive and a free month. Only hearing one side of the recorded call, Mr. ******* seems to be clearing up the confusion and getting it handled. This was not the case when we recv our 1st bill-contacted Green Mtn and they will not work with us. Recorded call even proves scam. Product_Or_Service: electric utility Order_Number: ************ Account_Number: ********-*

Desired Settlement: DesiredSettlementID: Refund The desired settlement is:1) Green Mtn to waive the early termination fee2) Green Mtn to issue an account credit for the ridiculously high "Oncor Electric Delivery Charges" since the door-to-door rep specifically said there were no additional charges except the 11.9 cents per kilowatt.3) Honor the $150 incentive that was applied to our final bill4. Waive all charged incurred from August 1-August 31 since the door-to-door rep said the month of August would be free

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******* states that a GMEC door-to-door sales representative provided him with the incorrect promotional incentive information in order to switch his electric service at **** ******* ***** ******
 
History
On July 9, 2014, a GMEC door to door representative contacted Mr. ******* and he agreed to switch his electric service at **** ******* ***** ***** effective the next scheduled meter read date.  Mr. ******* enrolled on the GMEC Pollution Free Weekend Connect 24 Plan with a $150.00 promotional incentive.  The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ******* was provided with a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL) by the door to door representative on July 9, 2014.  Mr. *******’ switch completed on July 10, 2014.
 
On August 8, 2014, an invoice for $270.30 was sent for the billing period of July 10, 2014 through August 6, 2014.
 
On September 2, 2014, a disconnection notice for $270.30 was sent due by September 12, 2014.
 
On September 2, 2014, Ms. ******* contacted a GMEC representative to request an explanation of the billing and dispute the promotional incentive.  Ms. ******* stated that the door-to door representative promised her a $150.00 check and the first month’s bill free.   Ms. ******* was provided an explanation of her bill and advised that the incentive is a $150.00 bill credit.
 
Later on September 2, 2014, GMEC received notification that the electric service at **** ******* ***** ***** was switching to another retail electric provider (REP) effective September 3, 2014.
 
On September 5, 2014, a final invoice for $468.22 was sent for the billing period of August 6, 2014 through September 4, 2014 with a previous amount due of $270.30, late payment penalty of $13.52, disconnection notice fee of $20.00 and current charges of $164.40 which includes a $150.00 promotional incentive.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. *******; however, a review of the account determined that Mr. ******* has been invoiced in accordance with his Terms of Service. 
 
As a courtesy, Mr. *******' first month’s charges of $270.30 were waived and late payment penalties totaling $33.52 were credited to the account leaving a current balance of $164.40.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
************
 

10/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing this letter because I had solar panels on my rooftop in are around approximately June 2014 i was informed to call my electric company which was Green Mountain I informed them that i had solar panels on my house and they said informed me of the plan I needed to get the best rate. So I waited a few weeks and I called Green Mountain to enquire about my bill theyl said that there had not had a reading there was no bill as be accumulated so I waited a few more weeks and called Green Mountain again and still there was no bill generated so I sent them 50 dollars to go toward the be then a few eweks later I sent them 199.00 toward the be I finally received a bill but the bill was for 343.00 which I thought was a bit much since I was making electricity so I was informed that I was on the wrong plan and that plan was discontinued so I ask the person from Green Mountain why did'nt someone inform me of this mistake they could'nt give me and answer but they did switch me over to I another plan that suppose to give me the best rate for solar panels I informed them from Green Mountain that it was not my faught that they were incompatent to put me on the right plan so I think Green Mountain should absorb hist bill because I have been making electricity for them any help you can give would be greatly appreciated ******* ******

Desired Settlement: A complete refund of money made from the time I called them to tell them I had solar panels connected and working.

Business Response:

Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** states that as a result of being enrolled into the incorrect price plan, her electric service account at 2306 Rexlawn Drive is not receiving solar panel credits.
 
History
On May 28, 2014, Ms. ****** agreed to change the price plan on the account to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.  Ms. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on May 30, 2014.
 
On June 26, 2014, Ms. ****** contacted GMEC to enroll on average billing and to confirm that her current price plan will allow her to receive solar panel credits. The GMEC representative improperly informed Ms. ****** her price plan does not allow solar panel credits and offered an alternate price plan that will allow solar panel credits. Ms. ****** agreed to enroll on GMEC’s SolarSPARC 6 Reliable Rate plan.  This plan includes an energy charge of 11.1300¢ per kWh, a base charge of $5.95 and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month.  This plan has a 6 month term and a $150.00 early cancellation fee. With this plan, each month Green Mountain will contribute $4 to build new solar energy projects. We will identify the sites and build the facilities, with a goal of building a new project every 6 months. Additionally, GMEC customers will receive an $11 bill credit for each 6-month period they are continuously enrolled on the SolarSPARC product, payable annually in your January bill cycle. The credits are cumulative to include all of the projects they have helped fund, so their bill credit will increase by $22 each year they are on the product up to a maximum annual credit of $121. Ms. ****** was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on June 30, 2014.
 
On September 2, 2014 Ms. ****** contacted a GMEC representative cancel the SolarSPARC plan and change the price plan back to Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  At that time, a price plan investigation was processed cancel the SolarSPARC plan. Ms. ****** was advised to allow one to two billing cycles.
 
On September 5, 2014, Ms. ****** contacted a GMEC for a status of investigation and her call was connected to a GMEC supervisor.  The GMEC supervisor advised Ms. ****** to allow one to two billing cycles for completion of the price plan investigation.
 
 
On September 12, 2014, a determination was made to allow Ms. ****** to cancel the price plan change to the SolarSPARC plan and change the price plan back to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh. A GMEC representative attempted to contact Ms. ****** but was unsuccessful.  A voicemail was left for Ms. ****** to contact GMEC customer service to enroll on the Renewable Rewards plan.
 
On September 17, 2014, Ms. ****** contacted a GMEC representative and agreed to change the price plan on the account to the Renewable Rewards plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.
 
On September 25, 2014, Ms. ****** contacted a GMEC representative for an explanation of her invoice. The GMEC representative provided and explanation of her invoice and advised Ms. ****** that she is enrolled on the Renewable Rewards plan and will receive solar panel credits.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. ******.  A review of Ms. ******’s June 26, 2014 contact determined that the GMEC representative enrolled  Ms. ****** on a price plan that does not provide solar panel credits, after Ms. ****** expressed a need to enroll on a price plan that provides solar panel credits.
 
On October 2, 2014, a GMEC representative contacted Ms. ****** and advised that a request has been submitted to change her price plan effective date of the Renewable Rewards plan to June 19, 2014, allowing her account to receive generation credits provided since the effective start date.  Ms. ****** will receive corrected invoices reflecting the new price plan effective date and applicable generation credits.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ****
Customer Support
###-###-####
 

Consumer Response: Better Business Bureau:

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

Regards,

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

10/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Green Mountain Energy changed my billing rate without notifying me, failed to update my account in a timely manner, failed to address my issues when I contacted them, and used bait & switch tactics to take advantage of me. My rate was supposedly changed August 1st. My previous month's bill was issued on August 14th. On this bill it showed that my current rate was for the following month had no changed and would remain the same. Online, Green Mountain Energy provides a projected bill; this too displayed inaccurate information, projecting a bill half of the one received. Further, online, Green Mountain Energy provides the current Electric Facts Label so their customers are aware of their current rate, however, they failed to "update" my label for more than two months. Everything supplied by Green Mountain Energy to me lead me to believe that my rate would be a specified amount, and it was not until my bill arrived that I found that this was not accurate. When I contacted them about this bait-and-switch tactic I was told it was because my automated account was not properly updated. When I requested that their wrong be made right they refused.

Desired Settlement: As soon as possible to avoid further legal action.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr.*******’ complaint against GMEC is that Mr. ******* states that after he advises that after disputing the deposit payment with his financial institution, he has been receiving collections notices from GMEC in error.  Mr. ******* is requesting further assistance regarding the matter.
 
History
On March 28, 2014, an online request was received to enroll Mr. *******’s electric service at *** ******* ****** effective March 28, 2014.  Mr. ******* agreed to enroll on GMEC’s Pollution Free Try 3 plan.  The term of this plan is 3 months and it has a $150.00 cancellation fee.  Mr. ******* was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ******* at ********@att.net provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. *******’s enrollment completed March 28, 2014.
 
On May 21, 2014, a contract expiration notice was sent to Mr. ******* advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan, a month-to-month plan with no minimum contract term and no cancellation fee.
 
On June 16, 2014, an invoice was issued for the amount of $72.71 with a due date of July 2, 2014.  The amount included a previous amount due of $36.43, payments of $36.43, and current electricity charges of $72.71.  The invoice included the following message:
Thank you for keeping your green power flowing.  Your current plan is set to expire with the current billing period, and your new plan, Pollution Free Extend will begin with your next billing period.  Questions?  We're here to help at support@**************com or ###-###-####.
 
On September 15, 2014, Mr. ******* contacted to dispute the price plan update for the account.  The GMEC agent reviewed the account and advised that with the account converting from a contract to a month to month plan that the plan can change at GMEC's discretion.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. *******.  A review of Mr. *******’s account confirmed that he was invoiced in accordance with his Terms of Service and EFL.  The monthly invoice will reflect any updates to the energy charge and references the following.
 
If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.
 
GMEC's projected bill calculation in the Online Account Management looks at the most recent rolling 14 days of usage to estimate usage for the rest of the billing period.  The projected bill calculations are used solely to give customers an idea of their usage and bill.  The actual invoice amount will be based on true usage provided by Oncor and not the projected bill amount shown on the Online Account Management.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** *********
Customer Support
###-###-####

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

I am rejecting this response because:

Green Mountain Energy Company used bait-and-switch tactics to take advantage of me. Everything made available to me from Green Mountain Energy Company showed/projected/estimated a given rate, and it was not until the bill was received that I found all of the information provided by Green Mountain Energy Company was inaccurate. Throughout Green Mountain Energy Company's website various account information is displayed as current rate/current estimate/current Electrical Facts Label, and all of those advertised and made available still do not reflect the higher rate I was charged, even today, September 23rd, 2014. Green Mountain Energy Company's response was that they were in their legal right to take advantage of me and offered no solution. I reject this response and will be filing a complaint with the Public Utility Commission. In the event that the BBB and the PUC fail to protect my rights as a consumer, I will take legal action against Green Mountain Energy Company, and initiate a lawsuit over their undeniable bait-and-switch tactics, and lack of ethical concern for their customers.

Sincerely,

****** *******

Business Response: Green Mountain Energy Company’s Response to BBB Case # ******** Rebuttal
 
We work hard to ensure that our sales and customer service practices meet high standards for quality, courtesy and professionalism.  GMEC apologizes for any confusion and miscommunication Mr. ******* may have experienced.  While Green Mountain Energy Company (GMEC) understands Mr. *******’s concerns regarding his invoiced usage and billing, GMEC is responsible for billing Mr. *******’s account in accordance with the meter read information provided by his transmission and distribution service provider (TDSP) and in accordance with his Terms of Service.  At this time, no adjustments are warranted.
 
Additionally, Mr. *******’s product details were noted and explained in the following bill message on each of his bills from June 16, 2014 through September 17, 2014:  If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at ###-###-####.

As a one-time courtesy, the account would be credited the difference of $172.88 which accounts for the energy charge of GMEC’s Pollution Free Try 3 plan for the billing periods of June 16, 2014 through September 17, 2014.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
 
**** *********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

10/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Called to disconnect Electric for the 30th of Septemeber, 1st lady put notes in for that date then transfered me to another line to set up the disconnection notice for 09/30/14. This lady I repeat the date I wished to cancel, because I am moving out on that date 9/30/14. She tells me that 9/30/14 is a holiday but they can disconnect it on the following month on the 2nd. I said the 2nd of October then? she said yes. and I agreed. Come 8/02/14 at 9am my power is shut off. My roommate calls to straighted it out, and they say they will reconnect this in 2-3hours. I get home at 5:36pm to no power. I call Green Mountain and I' get passed from person to person for over 3hours and 22 minutes. Every person telling me there is nothing they can do, that they are looking into it further, that i have to OPEN a NEW contract and pay a deposit because of THEIR mess up! Now the final 6th person I talk to to file a complaint. Says that he has got his supervisor to wave the deposit.(did not need a deposit on my first contract the original one) and that if i have any problems to call. I even paid 13$ of my money to connect it asap! Because like i've explained to all of them, is that I have a medical condition that requires my meds to not be in a temp of over 70 degrees, the apt temp was 92 when I got home and 87 all night. My insulin costs 150$ plus a bottle! and Also have pills as well! Now, my electric is still off at 2pm on 9/03/14. I call to check why it's not on. And they are telling me that I have to pay a deposit of 250$ to get this back on. I explain to them everything all over again. That I was told last night at 8:36PM from the last guy of the 3hr 22min convo, that I would not be charged that deposit, because this was their fault.

Desired Settlement: I want a refund or credit of this months electric bill. I want my meds that are ruined paid for. and I want to be paid for the stress from this whole issue!

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* is requesting monetary compensation due to a disconnection of electric service request processed for her electric service account at **** **** ** ******* **** **.
 
History
On August 21, 2014, Ms. ******* contacted GMEC to inquire about how she would close her electric service account and a GMEC representative provided her with an explanation of the move-out process.  Ms. ******* advised that she would be moving from her premise at the end of September and the GMEC representative offered to schedule an account closure date.  Ms. ******* agreed and at that time, her call was transferred to GMEC Services Department.  During the call, Ms. ******* initially advised that she was going to be moving from her premise on September 30, 2014; however, when confirming her account closure date, Ms. ******* inquired about closing the account on September 1, 2014.  The GMEC representative advised that September 1, 2014 was a holiday; however, the request could be submitted for September 2, 2014.  Ms. ******* agreed to schedule the move-out request effective September 2, 2014 and her request was processed.
 
Multiple contacts were received from Ms. ******* on September 2, 2014, advising that she was without electric service at her home.  Ms. ******* was advised that her account was closed due to a move-out request processed on August 21, 2014 with an effective date of September 2, 2014.  Ms. ******* disputed the move-out date and was advised that an enrollment would have to be completed in order to initiate the electric services at the premise in her name and Ms. ******* agreed.  At that time, a request was processed to enroll the electric service at **** **** ** ******* **** ** effective September 3, 2014.
 
On September 3, 2014, Ms. ******* contacted GMEC regarding the status of her electric service and she was advised that the electric service was scheduled to be connected by her transmission and distribution service provider (TDSP) on September 3, 2014.  While reviewing the account, the GMEC representative processed a request to update the status of Ms. *******’s requested security deposit.
 
Later on September 3, 2014, a GMEC representative contacted the TDSP and confirmed that Ms. *******’s enrollment request completed on September 3, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *******.  A review of Ms. *******’s August 21, 2014 move-out call determined that while discussing available move-out dates, Ms. ******* initially stated that she would be moving from the premise at the end of September; however, agreed to process a move-out request effective September 2, 2014.
 
Due to the miscommunication, a request has been submitted to GMEC’s Claims Department to review Ms. *******’s request for compensation as a result of the disconnection of service.  Ms. ******* will be contacted by a Claims representative.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

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

I am rejecting this response because:
Their claim is incorrect on the request date. She did not state September 1st or September at all. I told her the 30th of September was my last day at my apt. She explained that the 30th was a holiday and would not be able to disconnect that day. She said she could schedule it for the 2nd of the FOLLOWING month. I said okay that would be fine. It would be a good idea to have some ac and light while I'm moving.
she then repeated the date as October 2nd. And stated that I requested the 30th of September but that was a holiday so the second of the following month would be acceptable. And I stated 2nd of October yes.
also they left out the hours and calls that was put in to get my electric back on. And how my roommate who has access to the account called at 9am to get the electric back on when it first shut off on the 2nd of September. They stated it was fixed that it was accidentally scheduled on the wrong date and they will fix the problem and turn it on in 2-3hrs. I came home at 5:30pm to find everything melting in my fridge at 92 degree house.
I am still requesting and waiting for a copy of the call.
Regards,

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

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
We acknowledge that there may have been an misunderstanding during Ms. *******’s move-out request call on August 21, 2014.  A review of the August 21, 2014 move-out call determined that while discussing available move-out dates, Ms. ******* initially stated that she would be moving from the premise at the end of September; however, agreed to process a move-out request effective September 2, 2014.
 
GMEC representatives initially attempted to restore Ms. *******’s electric service through an expedited process; however, determined that the move-out was processed in accordance with the August 21, 2014 call.  As a result, Ms. *******’s electric service had to be initiated by receiving and processing a new enrollment agreement which was submitted on September 2, 2014 and completed on September 3, 2014.
 
Due to the miscommunication, a request has been submitted to GMEC’s Claims Department to review Ms. *******’s request for compensation as a result of the disconnection of service.  Ms. ******* will be contacted by a Claims representative.
 
Additionally, a request has been processed to send Ms. ******* a copy of her move-out call.  The reference number is **********.  Once available, the call will be sent to the mailing address on file.
 
******* ********
Customer Support
###-###-####

10/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a Green Mountain customer for four years. When my rates became quite high I began shopping for other plans. I found a good plan with Green Mountain and after carefully reading (and printing) the terms of service and electricity facts, I signed up for the plan. I then received an e-mail asking me to "please allow one to two billing cycles for the new plan to begin". This delay in switching was never mentioned anywhere in the advertising or terms of service. I called customer service and spent an hour speaking with a representative and her supervisor, "*****". After much back-and-forth the supervisor first said there wasn't anything she could do and apologized for the "inconvenience". I told her it wasn't merely an inconvenience, it amounts to dishonesty, and approaches flat out theft in my opinion. I mentioned that when I first switched to Green Mountain from another company four years before, they had no problem starting my contract immediately; why then, the delay now? When I said that I could just switch that very day to another company and start paying less immediately, she changed her mind and told me that they would go back and begin the new contract rate on the day I signed up. I said, "oh, that's great, thank you!" Well I just received my new bill and no adjustment has been made. I don't care to waste another hour of my time just to have a supervisor mislead me.

Desired Settlement: Green Mountain should adjust my bill to honor the terms of my new contract beginning the day I signed up for it (8/27/2014), and discontinue the practice of misleading customers in this way. If I had known before I signed up that I would have to pay another month or two at the higher rate, I would have taken my business elsewhere and have my new contract honored immediately.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******** is disputing the price per kWh invoiced for her electric service at **** *** ***** ******.
 
History
On August 27, 2014, Ms. ******** processed an online request to change her price plan to the Pollution Free Exclusive Reliable Rate plan with an average price of 10.8¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a month to month plan and has a $0.00 early cancellation fee.  Our records indicate that an email confirmation was sent to Ms. ******** at **********@AOL.COM on August 29, 2014.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (***). 
                                                                                             
On September 2, 2014, Ms. ******** contacted a GMEC representative to confirm the status of her enrollment on GMEC’s Pollution Free Exclusive Reliable Rate plan and she was informed to allow one to two billing cycles for the plan to become effective. Ms. ******** requested to speak with a supervisor and her call was connected. The GMEC supervisor advised Ms. ******** that the price plan would become effective as of the date she processed her online request.
 
On September 29, 2014, GMEC received notification that the electric service at **** *** ***** ******
was switching to another retail electric provider (REP) effective September 29, 2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ********.  On September 2, 2014, Ms. ******** was improperly informed of the date the price plan will become effective. As a courtesy, a request was processed to re-invoice Ms. ********’s account under the Pollution Free Exclusive Reliable Rate plan pricing effective August 19, 2014.
 
On October 3, 2014, a corrected invoice with a credit balance of $70.24 will be sent for the billing periods of August 19, 2014 through September 29, 2014.
 
Multiple attempts to contact Ms. ******** regarding her concerns were unsuccessful; however, voice messages have been left providing my contact number.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
Crystal King
Customer Support
713-488-5497
  

Consumer Response: Better Business Bureau:

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

Regards,

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

10/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancneled this service back in June - July time period. At that time the clerk did not record my canceleation of service (I Guess). I procedded to move out of the apartment in July, and the electricity shold of been disconnected from Green Mountain. However, they are stiull charginmg me each month over $100 a month when no one has lived in that apartment since July. I have tried to communicate this to several representatives over the phone but 45 minutes on a phone is too much. I finally was able to talk to a supervisor who ASSURED me taht this error would be corrected becasue they saw that I called in JUNE to cancel. he also told me that the account will be creditied, and at that time he MADE me record that I requested a CANCEL. However , I am being harrassed by clerks that the bill is unpaid and that the service is NOT CANCELED sine they do not have it in their records.. Today alone the clerk basically called me a liar. This is harrassment and I can not take this anymore....PLEASE HELP - NO one lives there and I haven't lived there since July. This is a scam - if no one is in the aprtment...how can they contiune to charge.

Desired Settlement: I want this bill erased - and they better not report this to the credit bureau...Please help as I can not get through to this company. They just do not listen to the customer and have POOR customer service

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** is disputing the final balance due for her electric service account at **** ******* *** **** *****
 
History
On June 23, 2014, Ms. ****** contacted Green Mountain Energy Company (GMEC) to inquire about her price plan. The representative informed Ms. ****** that she was enrolled on a variable price plan at 15.3¢ per kWH. Ms. ****** stated that she needed to cancel the service at the current address because she is moving and at that time the representative offered available rate plans.  Ms. ****** informed the representative that she will make a decision to cancel her service or enroll with another retail electric provider. The GMEC representative informed Ms. ****** to make her decision and contact GMEC back on the same day.
 
GMEC’s records do not indicate Ms. ****** contacted GMEC again on June 23, 2014.
 
On June 30, 2014, an invoice for the amount of $130.23 was issued with a due date of July 16, 2014.  The invoice reflected usage from May 28, 2014 through June 26, 2014.  The amount included current charges of $130.23.
 
On July 3, 2014, a bank draft payment of $130.23 was posted to the account.
 
On July 30, 2014, an invoice for the amount of $169.63 was issued with a due date of August 15, 2014.  The invoice reflected usage from June 26, 2014 through July 28, 2014.  The amount included current electricity charges of $169.63.
 
On August 25, 2014, a disconnection notice for $169.63 was sent due by September 4, 2014.
 
On August 28, 2014, an invoice for the amount of $389.34 was issued with a due date of September 15, 2014.  The invoice reflected usage from July 28, 2014 through August 28, 2014.  The amount included a balance forward of $169.63, late payment penalty of $8.48, disconnection notice fee of $20.00 and current electricity charges of $191.23.
 
On August 29, 2014, Ms. ****** contacted GMEC to dispute a disconnection notice that was received, stating that the account should be closed.  Ms. ****** was advised that GMEC’s records do not reflect a request to cancel electric service at **** ******* *** **** ***** A request to cancel service effective September 2, 2014 was processed.
 
On September 5, 2014, a final invoice for the amount of $448.60 was issued with a due date of September 22, 2014.  The invoice reflected usage from August 28, 2014 through September 2, 2014.  The amount included a balance forward of 389.34 with current electricity charges of $59.26.
 
On September 6, 2014, Ms. ****** contacted GMEC to dispute the September 5, 2014 invoice, stating she is not responsible for the usage on the final invoice.  At that time, an investigation was processed.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. ******.  After a thorough review of account, it has been determined that Ms. ****** has been invoiced in accordance with her terms of service.
 
GMEC’s records do not indicate a request to cancel service, however; on August 29, 2014 Ms. ****** was improperly informed that she will only be responsible for the billing through June 2014.
 
As a courtesy, a credit of $394.42 will be applied to the account for the disputed usage period of July 1, 2014 through September 2, 2014.  Additionally, a late fee $8.48 and a disconnection notice fee of $20.00 will be credited to the account. Ms. ****** will receive a corrected invoice. 
 
Ms. ****** has been contacted and advised of the update.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

Regards,
******* ******

10/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is now my 3rd complaint regarding Green Mountain Energy. The first time, a representative contact me and basically apologized for the companies communication practices. I am unable to locate her contact information. I put in a 2nd complaint that went completely unanswered so I just paid the balance even though it was incorrect billing. At this point I am considering seeking legal representation as I now feel I am not only being double billed but also harassed by this company. I received a "FINAL NOTICE" letter in the mail which is actually a "FIRST NOTICE" claiming I still owe the company $25.00. I paid the FULL balance per my online account with the company (which was a double billing but whatever). To this day my online account shows a $0 balance yet I have received a threatening letter for $25 owed. I am guessing the company thinks I will just pay them but at this point enough is enough. This company is out of control. Further - all communication I receive from this company is addressed to me as "Fraud Alert" really? This company has my name, use it!

Desired Settlement: I would like for the consumer complaint representative who contacted me the first time to contact me again. In fact, her manager or the companies legal escalation team may need to contact me regarding the companies decision to harass me. Please explain why your threatening letter claims I owe you $25 but your online service says I have a $0 balance? Also, answer my 2nd dispute regarding the $54 service fee. Please let it be known if I do not get contacted by Tuesday 9/30/14 I will explore legal representation or a civil claims suit regarding this matter.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ****** is disputing the balance due for his electric service account at **** ***** ****** ******* *****.  Additionally, Mr. ****** is disputing a $54.00 service fee.
 
History
On July 29, 2014, a final invoice for $75.25 was sent for the final billing period of July 18, 2014 through July 23, 2014 which includes a Con Self Contained Meter charge of $54.00.
 
On July 30, 2014, a GMEC representative contacted Mr. ****** in regards to BBB Case #******** and addressed his dispute regarding a security notification.  At that time, correspondence providing Mr. ****** with his account balance and length of service was sent for his review.
 
Later on July 31, 2014, Mr. ****** responded to GMEC’s BBB Response requesting that the Con Self Contained Meter charge of $54.00 assessed on his July 29, 2014 final invoice be waived.  At that time, a GMEC representative responded via the BBB website advising the following:
 
We understand Mr. ******’s request for the service connection fee to be waived; however, the service connection fee is a standard fee assessed and passed through from the transmission and distribution service provider (TDSP) in his area, Texas New Mexico Power, to connect the electric service at his premise.
 
Possible service connection fees were disclosed to Mr. ****** at the time of his online enrollment.  Unfortunately, we are unable to honor Mr. ******’s request for credit as the electric service was connected in accordance with his enrollment request.
 
On August 7, 2014, a payment of $21.25 posted to Mr. ******’s account.
 
On August 21, 2014, a payment of $54.00 posted to Mr. ******’s account.
 
On August 26, 2014, GMEC received notification that Mr. ******’s August 21, 2014 payment was not honored by his financial institution.  At that time, a $25.00 returned payment fee was assessed to Mr. ******’s account.  Correspondence advising Mr. ****** of his account status was sent on August 27, 2014.
 
On August 28, 2014, a payment of $54.00 posted to Mr. ******’s account.
 
On September 15, 2014, a final notice was sent to Mr. ****** advising “Our records indicate that your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.”
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. ******; however, a review of the account determined that Mr. ****** has been invoiced in accordance with his Terms of Service.  As a courtesy, a $25.00 credit has been applied to Mr. ******’s account, leaving the account with a current balance of $0.00. 
 
Additionally, as previously mentioned in BBB Case #********, because Mr. ******’s transmission and distribution service provider (TDSP), Texas New Mexico Power initiated electric service for his premise on July 18, 2014; the service connection fee is unable to be credited at this time.    
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

10/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While at *** on *** *** ***** ***** TX on 4/12/2014 I signed up to switch my electric provider to Green Mountain Energy. ***** **** the Green Mountain representative said that I would receive a $100 gift card from ***. My service started in May. On several occasions I saw him and he assured me that I would receive the gift card after my third payment. I contacted Green Mountain when I was paying my third bill and he told me it would be several weeks. Today, September 22 @ 8:13 p.m. I spoke with ****** who told me my plan did not qualify for the gift card. ***** told me several times that it will come and the first representative said the same thing. This is false advertising and Green Mountain Energy should honor what they salesrep said. If not, I want out of my contract immediately. ***** ****l's phone number off his business card is ************. I deserve a gift card from ***. I'm very disappointed with Green Mountain Energy or they don't know what their sales representatives are doing out in the field.

Desired Settlement: Just like I was told. I want a *** gift card.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* states that she was to receive the incentive of the $100.00 *** gift card with the enrollment of service at **** ***** ***** ****.
 
History
On April 12, 2014, Ms. ******* completed a switch request online for the Green Mountain Energy Company Pollution Free Connect Plan at the average rate of 10.9 cents/kWh for 2000 kWh on a month to month term.  The price plan is a variable price plan with no cancellation fee and began on the requested date of May 7, 2014.
 
On August 15, 2014, Ms. ******* contacted GMEC to check on the status of the $100.00 gift card promotion.  The agent advised that the promotion would need to satisfy the requirement of three monthly payments with no late fees to the account and the gift card would be received within 10 weeks after.
 
On September 22, 2014, Ms. ******* contacted GMEC to check on the status of the $100.00 gift card promotion.  The agent advised that plan enrolled for would not qualify for an incentive of the $100.00 gift card.
 
On September 26, 2014, Ms. ******* contacted GMEC to inquire on the $100.00 gift card promotion.  The agent advised that issue would be referred for research to verify what steps could be taken to fulfill Ms. *******'s request.
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ******* may have experienced on her account.  In reviewing the account, the plan of the Green Mountain Energy Pollution Free Connect Plan that Ms. ******* enrolled for did not include the incentive of the $100.00 *** gift card.  As a one-time courtesy to the account, Ms. ******* will receive a gift card of $100.00. 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** ********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

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

fffffffffffffI spoke with a Mr. ****** today from GM Energy an outside sales supervisor that explained about the glitch in system from their 3rd party on this promotional with ***. I was promised a gift card when I signed up. Please do not try to say this was my fault. Green Mountain Energy was totally at fault.. So this is not a one time courtesy. You were wrong!!

Regards,

***** *******

10/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I renewed my contract with the understanding that I would be eligible for free weekends and average billing. When I called to inquire on my first bill, I was told that I was not eligible or signed up for those two additional items. The whole purpose for me renewing my contract with this company was to avoid leaving in joining another energy company that was offering the same exact items. I feel they have misrepresented themselves with me and my family. We are trying to save money wherever we can and this was a viable option for us. I am now being told that it will take anywhere from 2 to 3 billing cycles which averages 30 days per cycle in order to get this resolved.

Desired Settlement: I would like them to live up to their recorded contractual obligation.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******* disputes the price plan for his electric service at **** ***** *****
 
History
On September 19, 2014, Mr. ******* contacted GMEC and agreed to enroll on GMEC’s Pollution Free Efficient plan with a ***T thermostat promotional incentive.  This plan includes an Energy Charge of 11.2¢ per kWh and a transmission and distribution service provider (TDSP) advanced metering charge of $2.19 per month. The term of this plan is 24 months and has a $295.00 early cancellation fee.  Mr. ******* was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on September 22, 2014.
 
On September 27 2014, an invoice for $223.65 was sent for the billing period August 25, 2014 through September 24, 2014 with current electricity charges of $223.65.
 
On September 27, 2014, Mr. ******* contacted a GMEC representative to dispute the price plan reflected on his September 27, 2014 invoice.  At that time, a request was processed to investigate Mr. *******’s account.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. *******. 
 
On September 29, 2014, a GMEC representative contacted Mr. ******* and he agreed to enroll on GMEC’s Pollution Free Weekends Connect 24 plan with a $150.00 promotional incentive effective September 24, 2014.  This plan offers a Weekday energy charge of 12.2¢ per kWh, Weekend Energy Charge of $0.00 and Oncor Electric Delivery Charges of $5.25 per month and 3.2230¢ per kWh. The term of this plan is 24 months and it has a $295.00 early cancellation fee.  Mr. ******* was sent a terms of service agreement, a copy of "Your Rights as a Customer" document and an EFL on October 1, 2014.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ****
Customer Support
###-###-####
 

Consumer Response: I have reviewed the response made by the busi***s in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2014, I called Green Mountain to enroll in their services. I was adamant that I had solar panels and needed the plan that would allow me to receive the credits for the solar panels. I was enrolled in the wrong plan. I had to battle Green Mountain on five different occasions to get the plan corrected. As an email from Oncor states on September 22, 2014, they have been submitting my solar credits to Green Mountain since May 19, 2014.

Desired Settlement: I request someone to review my account and give me the credits that I am due. It was Green Mountain's fault and they need to correct the issue. I have been paying over $210 a month for electricity and Green Mountain has been receiving the credits for MY solar panels. Their customer service reps gave me incorrect information each time I called.

Business Response: Green Mountain Energy Company’s Response to BBB Case #10231891
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* states that as a result of being enrolled into the incorrect price plan, her electric service account at ***** ***** ***** is not receiving solar panel credits.
 
History
On May 16, 2014, Ms. ******* contacted GMEC requesting to process an enrollment for her home.  Ms. ******* mentioned that the home she was moving into had solar panels.  While discussing available price plans for the account, the GMEC representative inquired if there was a specific price plan Ms. ******* wanted to enroll on and Ms. ******* advised she did not.  At that time, Ms. ******* agreed to enroll the electric service at ***** ***** ***** effective May 19, 2014.  Ms. ******* agreed to enroll on GMEC’s SolarSPARC Reliable Rate.  The term of this plan is 12 months and it has a $200.00 cancellation fee.  Ms. *******’ enrollment completed May 19, 2014.  A terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) was sent on May 20, 2014. 
 
On August 5, 2014, Ms. ******* contacted GMEC regarding receiving solar generation credits for her electric service account and advised that she should have been enrolled in the Renewable Rewards price plan at the time of her enrollment.  A GMEC representative advised Ms. ******* that she needed to discuss her account with GMEC’s Solar Solutions Department; however, while attempting to transfer Ms. *******’s call, the call dropped.
 
On September 3, 2014, Ms. ******* contacted GMEC regarding changing her price plan and her call was transferred to a supervisor for assistance.  Ms. ******* advised that she was not receiving solar generation credits for her electric service account.  Ms. ******* further advised that she determined that her account needed to be enrolled under GMEC’s Renewable Rewards plan and requested to enroll the account accordingly.  A GMEC representative advised Ms. Wybony that in order to enroll on the Renewable Rewards plan she needed to have a dual register meter and also have an Interconnection Agreement in place with her transmission and distribution service provider (TDSP), Oncor Electric Delivery Company (Oncor).  The GMEC representative contacted Oncor on Ms. *******’s behalf and was advised that Ms. ******* could access the Interconnection Agreement on Oncor.com.  At that time, Ms. ******* was provided with the information received from Oncor and also advised that once the agreement is completed, she could contact GMEC to change her price plan and dispute the cancellation fee associated with the SolarSPARC Reliable Rate plan.
 
Multiple contacts were received from Ms. ******* on September 22, 2014 regarding changing the price plan on her account.  Ms. ******* advised that the previous tenants at the premise filed an Interconnection Agreement with Oncor; therefore, her account should be able to be enrolled on the Renewable Rewards plan.  At that time, Ms. ******* agreed to change the price plan on the account to the Renewable Rewards plan.  The term of this plan is month-to-month and it does not have a cancellation fee.  Through the Renewable Rewards Buy-Back Program, GMEC customers who install qualifying renewable energy generation facilities at their homes can receive credit for any excess energy they export to the electricity grid.  For the first 500 kWh per month of surplus power, the credit will be the same per kWh rate that Green Mountain charges for the Renewable Rewards electricity product.  For any excess energy beyond 500 kWh per month, the buy-back rate will be reduced by 50 percent.  The credit is exclusive of any monthly service charge, TDSP advanced meter surcharge, applicable taxes and fees or other charges.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *******.  A review of Ms. *******’s enrollment call determined that the GMEC representative missed an opportunity to provide different available plan options to Ms. ******* based on her expressed needs.  On September 29, 2014, a GMEC representative contacted Ms. ******* and she agreed to change the effective date of the Renewable Rewards plan to May 19, 2014, allowing her account to receive generation credits provided since the service start date.  Ms. ******* will receive corrected invoices reflecting the new price plan effective date and applicable generation credits.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me pending the receipt of promised paperwork reflecting the corrected invoicing.
It has been three days and I am not sure when to expect the paperwork for review. 

Regards,

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

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Acct # ********** I mailed in a form on May 15, 2014 to receive a $100 reward card that I was promised to receive after I signed up with Green Mountain. I followed all the stipulations of the offer, waiting three months after the start of service to claim the reward. After more than two months (7/22/14), I had received nothing, and e-mailed the company's customer service. I was told that the form I had mailed in was not in their records. I was then sent a new form to send in by e-mail to **********@greenmountain.com, which I did immediately. Two more months have passed and I have still not received the card. I e-mailed the address above again a week ago to inquire as to the status, but no response has been received.

Desired Settlement: Immediate delivery to me of the promised gift card, with no further delay.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ******* disputes not receiving a $100.00 gift card promotion for his electric service at **** ***** ****.
 
History
On July 22, 2014, Mr. ******* contacted GMEC web chat to inquire about the $100.00 gift card.  At that time, a GMEC Gift Card redemption form was emailed to Mr. ******* at *************@GMAIL.COM.
 
On July 29, 2014, GMEC received notification that the electric service at **** ***** **** was switching to another retail electric provider (REP) effective August 14, 2014.
 
Resolution
GMEC apologizes regrets any inconvenience these proceedings may have caused Mr. *******.
 
On September 30, 2014, Mr. ******* was awarded the $100.00 gift card promotion by email at *************@GMAIL.COM. Mr. ******* has been contacted and advised of the update.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
******* ****
Customer Support
************
 
 
 

Consumer Response: Better Business Bureau:

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

Regards,

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

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good Morning, I am writing this letter to make a complaint against my electric provider Green Mountain Energy. This letter is regarding my invoice billed for September 2014 for the amount of $429.95. I have made several attempts to resolve this issue with representatives of Green Mountain Energy (*****, *****, and ****) and each time has been very unsuccessful. I spoke to ***** on 9/8/14 and she was very rude and argumentative regarding the explanation I requested of charges associated with my current month's invoice for September. This conversation with ***** set the tone for my argument with this company and the lack of customer care. On the invoice stated for September 2014, I have a charge listed as "Deferred Payment Plan" for $60.00 which has been added into my balance owed. I do not owe this charge. I spoke with a male representative around the date of 08/7/2014 where our conversation consisted of me explaining that I would be making a $100.00 payment on 8/15/2014 in hopes of not having my lights cut off, but the representative placed me on a deferred payment plan instead WITHOUT my authorization. I made the payment of $100.00 on 8/15 via mastercard ending in 3970 online and at that time my balance due was set at $123.84 owed from August 25, 2014 due date. I called on 9/8 and spoke with supervisor ***** after speaking to *****, and she could not effectively explain the invoice billed to me for September's charges besides stating that I owed it. As the customer, I look to my bill as a reference of charges owed and to explain my usages that result in the charges added to my account. Based on my current bill, my current charges are listed at $219.92 plus the $60.00 "deferred payment plan canceled" charge, $20.00 "disconnect notice fee", and a $6.19 "late payment penalty" charge totaling $306.11. My bill also states I had a previous amount due of $223.84, but I made a payment of $100.00 on 8/15. Now, the late payment penalty and the disconnect notice fee were from me paying late for August, which I do not mind paying because I was in fact late. Meanwhile, I received a disconnection notice sent to my home the week of 9/5 stating I owed $123.84 which needed to be paid IN FULL by September 12 or my lights would be disconnected. Now as it states on my bill, after making the $100.00 payment on 8/15 my NEW BALANCE is $123.84 which is a balance forward of what is owed now to avoid disconnection. My balance did not state I owed $183.84 as was told to me verbally via phone call on 9/8 and 9/9. If I owed more than $123.84 it should be stated on September's invoice as a balance forward instead of $123.84, but was not. If I had any balance owed from a previous month it should be stated on my current bill to be paid and for me to pay it. I was informed by agent **** that I owed $60.00 from not paying my balance in full from July and August, but if that were the case why was it not listed on my September invoice? She could not answer my question. My invoice is $60.00 over what it should be and the only explanation as to why is that it was a mistake/error and there is NOTHING TO BE DONE ABOUT IT per my conversation with **** on 9/9. Green Mountain Energy are adding charges that should not be on my account! Although I may pay my bill late at times, it always gets paid. As the customer, I should have a clear and precise view of the charges charged to me and this invoice is not correct. I am not under any contractual agreement with Green Mountain and they have placed a switch hold on my account without informing me. I have asked numerous times for my invoice to be corrected. I should have the right to switch my electric company if I am extremely unhappy with their service. Instead of making the situation right or attempting to resolve the issue, each representative has talked over me, been rude, unapologetic for the errors, and flat out did not care about my situation. There is no good customer service within this company and I plan to fight this invoice until I see results. There are too many electric companies to select from to have to go through this with one. I have never been so angry with a company in my life and will be consulting legal aid as well as BBB on how to get this issue resolved.

Desired Settlement: Green Mountain should send out the correct bill for the correct charges as itemized in my statement without errors

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Summary of Complaint
Ms. ***’s complaint against Green Mountain Energy Company (“GMEC”) advises that her account at **** ***** **** **** **** #*** ******, Texas ***** was established on deferred payment plan without her authorization and is disputing the switch hold on her premise.  Ms. *** also advises that her account has been charged $60.00; however, GMEC representatives have not been able to explain where the balance is coming from.  Ms. *** is requesting further assistance in the matter.
 
History
After researching the complaint we have concluded the following: Ms. *** began service with GMEC on 3/4/2014 at **** ***** **** **** **** #*** ******, Texas ***** under account #********. 
 
On 7/9/2014, an invoice for $164.03 was sent for the billing period of 6/5/2014 through 7/7/2014.
 
On 7/28/2014, a payment of $64.03 posted to Ms. ***’s account.
 
On 7/31/2014, a disconnection notice for $100.00 was sent due by 8/11/2014.
 
On 8/6/2014, Ms. *** contacted GMEC requesting to set the past due balance of $100.00 on a payment arrangement.  At that time, Ms. *** was offered a deferred payment plan with a down payment of $25.00 due by 8/15/2014 with 5 installments due with subsequent invoices.  Ms. *** was advised by entering into the agreement, she understood that GMEC would put a switch-hold on her account which meant that she would not be able to buy electricity from other retail electric providers (“REPs”) until payment of the past due amount was paid. The switch-hold would be removed after the final payment on the agreed upon terms of payment for the past due amount was processed. While a switch-hold is applied, if Ms. *** was disconnected for not paying, she would need to pay GMEC.  Ms. *** was also advised that if she chose to pay the full payment arrangement amount on the 15th, to contact GMEC to ensure the payment is applied accordingly.  Correspondence providing the terms of the deferred payment plan was sent on 8/6/2014.
 
On 8/7/2014, an invoice for $223.84 was sent for the billing period of 7/7/2014 through 8/5/2014 with a previous amount due of $164.03, a payments and adjustments credit of $95.83 and current electricity charges of $155.64.  The total balance due includes a transfer to deferred payment plan credit of $100.00, deferred payment plan installments totaling $40.00, a disconnect notice fee of $40.00 and a late payment penalty of $8.20.
 
On 8/11/2014, Ms. *** contacted GMEC to confirm that her electric service was not scheduled to be disconnected and was advised that her account was active on a deferred payment plan with a down payment of $25.00 due by 8/15/2014.
 
On 8/15/2014, a payment of $100.00 posted to Ms. ***’s account.
 
On 9/2/2014, a disconnection notice for $123.84 was sent due by 9/12/2014.
 
The terms of the deferred payment plan were not satisfied; therefore, on 9/8/2014, the deferred payment plan was deactivated and the remaining deferred balance of $60.00 was invoiced to the account.
 
On 9/9/2014, an invoice for $429.95 was sent for the billing period of 8/5/2014 through 9/5/2014 with a previous amount due of $223.84, a payments and adjustments credit of $13.81 and current electricity charges of $219.92.  The total balance due includes a deferred payment plan cancelled balance of $60.00, a disconnect notice fee of $20.00 and a late payment penalty of $6.19.
 
On 9/8/2014, Ms. *** contacted GMEC to set up payment arrangements for her account and was provided with the account balance, including the billing and charges.  Ms. *** requested to speak with a supervisor and her call was transferred.  A GMEC supervisor provided Ms. *** with an explanation of her billing and charges.  Ms. *** advised that she did not agree to set up a payment arrangement; therefore, did not owe the balance due from the deferred payment plan and would be escalating the matter through external channels. 
 
On 9/9/2014, Ms. *** contacted GMEC regarding the account balance and was provided with an explanation of her billing and charges including the balance due from her deferred payment plan.  Ms. *** continued to dispute the balance due from deferred payment plan and advised that she would be switching her electric service to another retail electric provider and escalating the matter through external channels. 
 
On 9/9/2014, payments totaling $61.57 posted to Ms. ***’s account.
 
On 9/10/2014, Ms. *** contacted GMEC to confirm the balance that needed to paid to the account to avoid a disconnection due to non-payment and was provided with an explanation of her billing and charges.  Additionally, Ms. *** inquired about her price plan and was advised that because she is on a month-to-month plan, she can switch to another retail electric provider (REP) at any time once the switch-hold has been removed.
 
On 9/12/2014, a payment of $62.27 posted to Ms. ***’s account.
 
On 9/16/2014, the switch-hold was removed from Ms. ***’s account.  Correspondence providing Ms. *** with her account status was sent on 9/16/2014.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused Ms. ***; however, a review of her account determined that she has been invoiced in accordance with the terms of the deferred payment plan and her terms of service.  At this time, Ms. ***’s account has been removed from the deferred payment plan and all monies that were paid have been applied to the deferred balance.  As a courtesy, disconnect notice fees totaling $60.00 have been credited to Ms. ***’s account.   The “switch-hold” was also removed from Ms. ***’s service address at **** ***** **** **** **** #*** ******, Texas *****.
 
A Statement of Account detailing Ms. ***’s account billing and charges was sent on 9/18/2014 for her review.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Created a multi-family account in june, the person setting up account messed up and set each apt as individual number and ran a hard check on my credit 4 times, lowering my score significantly. Secondly, when i asked them to combine my account and set it up like it was meant to be, they combined the account and ran my credit AGAIN. To make matter worse, when they combined the accounts into one bill, they sent me disconnection notice and charged me a late fee when i had auto pay was set up the old way. This months bill had double payments on old account number and new account number. Now i am paying 2 the bills and twice and spending on late fees and disconnection charged due to their mistakes.

Desired Settlement: Do their job and fix the problems. I have total of 10 accounts on their end, i only have 4 active units. I am paying for 6 accounts i don't even own!!

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Summary of Complaint
Mr. ******’s complaint against GMEC is that Mr. ****** states that one account number was to be created for multiple service addresses.  Mr. ****** is also disputing multiple credit checks to complete the enrollments.  Mr. ****** is also disputing a disconnection of service and the set-up of the automatic payment option for the accounts.  Mr. ****** is requesting further assistance regarding the matter.
History
On May 28, 2014, Mr. ****** contacted GMEC to enroll for service for **** ***** ******.  The GMEC agent advised there were four separate listings for the address.  Mr. ****** stated they were apartments and that he was the landlord requesting the services for the addresses to be switched to his name.  Mr. ****** agreed to enroll on GMEC’s Pollution Free E-Plus plan that would charge 8.4 cents/kWh for 2000 kWh. The plan would charge 7.986 cents/kWh for the months of June through October and 7.9860 cents/kWh for the months of November through and include a monthly base charge of $5.95 and the Oncor Electric Delivery Charge of $2.19 per month.  The GMEC agent completed the enrollments and listed the corresponding account numbers for each of the following listings:
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** *
Account number ********
Effective service date as of May 31, 2014
 
**** ***** ****** *** * 
Account number *******
Effective service date as of May 31, 2014
 
On July 1, 2014, an invoice for the service address of **** ***** ****** Apt 4 was issued for the amount of $87.29 with a due date of July 17, 2014.  The amount included current electricity charges of $87.29.
 
On July 9, 2014, Mr. ****** contacted GMEC to request that the four accounts listed under his name be listed under one main account number.  The GMEC agent placed a request to combine the accounts as a joint billing request and advised to allow 1-2 billing cycles to complete.  Mr. ****** then requested the balances for the four separate accounts and the agent reviewed the balances for
 
On July 31, 2014, an invoice for the service address of **** ***** ****** Apt 4 was issued for the amount of $84.94 with a due date of August 18, 2014.  The amount included a previous amount due of $87.29, payments of $87.29, and current electricity charges of $84.94.
 
On August 25, 2014, a disconnection notice for the amount of $84.94 with the due date of September 4, 2014.  A disconnection notice fee of $20.00 was added to the account.
 
On August 29, 2014, an invoice for the service addresses of **** ***** ****** *** ** **** ***** ****** *** ** **** ***** ****** *** ** *** **** ***** ****** *** * was issued for the amount of $346.03 with a due date of September 15, 2014.  The amount included a previous amount due of $84.94, an adjustment of $24.25, and current electricity charges of $236.84.
 
On September 8, 2014, a disconnection request was submitted.     
 
Later that day, Mr. ****** contacted GMEC to advise of a disconnection of service for the multiple address listings related to the main address of **** ***** ******.  The agent advised that a past due amount of $84.94 was showing for account number.  Mr. ****** agreed to satisfy the past due amount and the agent processed a one-time payment.  As a courtesy, the agent credited the account the disconnect notice fee for $20.00 and the late fee for $4.25.  A reconnection request was then submitted.  Mr. ****** then agreed to satisfy the current amount of $236.84 on the account. 
 
Later that day, Mr. ****** enrolled for the automatic payment option by credit card.  A confirmation email was sent to ******.******@GMAIL.COM.
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. ****** may have experienced.  In reviewing the enrollment call, the GMEC agent offered Mr. ****** the option to assign multiple service addresses under one account number.  Mr. ****** advised to list the accounts separately under different account numbers.  Mr. ****** was given the individual account numbers at the end of the enrollment.
 
A credit check is performed at the time of the enrollment to determine if a deposit would be required to begin service.  In regards to Mr. ******'s accounts, the enrollment required separate enrollments for the different addresses.
 
Mr. ******'s request to combine the accounts under one account number was processed as a joint billing request and Mr. ****** was quoted the expectation of 1-2 billing cycles to complete.  When the request was completed, the account numbers of ********, ********* and ******** *were closed and the service addresses were assigned under account number ********.  The joint billing request did not require additional credit checks to be performed on Mr. ******’s credit.
 
On September 16, 2014, a GMEC agent contacted Mr. ****** to address his concerns.  Mr. ****** inquired if there were remaining balances listed for accounts that were listed in his name.  A review of the accounts determined that there were balances remaining for account numbers ******** for the amount of $153.58 with the due date of August 29, 2014 and account number ******94 for the amount of $165.11 with the due date of August 29, 2014.  Copies of the final invoices were emailed to Mr. ****** at ******.******@GMAIL.COM.

Additionally, Mr. ****** advised of six corresponding ESID’s being listed for the four service addresses listed for the account. A review of the account determined that two of the ESID’s listed were used to list previous usage history for the account prior to GMEC conversion to a new billing platform.  A review of the ESID listings to show as four ESID’s is under review.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** *********
Customer Support
###-###-####

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two representatives from Green Mountain Energy came to our house during the day to sell their services. They spoke to my wife and explained the product and the process of switching our electric services to them. My wife told them that she doesn't make these decisions without discussing the matter with me, her husband. She told me about the encounter when I got home and said that they'd be coming back to talk to me. As she predicted, they showed up at our door around 7:30pm. I was in the middle of getting our kids ready for bed but took the time to hear their pitch. I told them that I appreciate them coming back and giving me the information. I also told them that I don't make decisions while standing on my front porch and that I would need a day or two to research their company. I had never heard of them and wasn't comfortable in making a change in electric provider on a whim. I saw her write down the letters "CB" next to my address which I presume meant "call back". She had a small spiral notebook with a ton of house numbers written down. I asked her to get back in touch with me on Friday as that would give me enough chance to research the company and decide what I want to do. She agreed that Friday was a good day. She also mentioned that she would be leaving the area after Friday. I asked her if that was because she moves from area to area, she said yes. Friday came and went. I didn't hear from her again. That was a few weeks ago. Yesterday, I received a letter from ***** (my current provider) letter me know that my service was being transition to Green Mountain Energy. It stated on the letter that this was happening because of a request that I made. We did not sign anything. My wife didn't sign anything and I'm sure I didn't sign anything. Forgery of one of our signatures is a serious offense and I'll definitely be contacting my attorney to find out who it was.

Desired Settlement: I would like someone in a C-Level position at Green Mountain to email or call me to explain how this happened and to address the matter on a personal level.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Summary of Complaint
Mr. ***** ***** states that his electric service account at **** ***** **** ******** ** ***** was switched to GMEC without his authorization.  Mr. ***** is requesting further assistance regarding the matter.
 
Resolution
Mr. ******
 
Thank you for taking my call the other day – and please accept our apology for the errant notice you received indicating your electric supplier was about to be switched.
 
As I mentioned then, it seemed that your address had somehow been attached to another families’ enrollment.  In an attempt to be certain, I offered you the last four digits of the account # that had been enrolled, and asked you to let us know if those digits matched your account number.  As far as I can tell, you have not called back to say there is a match.
 
In addition, we have just reached the other family, and confirmed their enrollment and account number, which does match those last four digits. 
 
Finally,  I can find no sign that your family was ever enrolled for our Supply services, nor that we ever submitted your information to ***** to initiate their part of a switch.
 
In your complaint, you requested an explanation, and you asked that it come personally from a C-Level person in our company.  At this point, I would like to ask whether you are satisfied with my response, or if you would still like the explanation to come from a higher up.   Should you respond that this response is not satisfactory, and that you would still like a response to come from a C-Level person, I will escalate this up our chain of command.
 
If this explanation is satisfactory, please confirm to the BBB that we successfully resolved your concern, and let us know as well.
 
We appreciate your patience and consideration,
 
**** *****
******** ***** Quality
###-###-####
 
Changing the Way
Power is Made

9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I completed an online application with Green Mountain Energy (GME) for electrical service in April of 2014 after having moved to ***** from **********. After completing the application, GME immediately charged my credit card for the deposit-- $273. After approximately a week, I was notified by mail that my application was being cancelled because my identity could not be verified, after which, a refund check was sent two weeks later for $273.49. I attempted to deposit the check into my account at Wells Fargo, but it was rejected because the check was made out to "Fraud Alert **** ****** ** **** *** **** ** ************ Over the course of two months I called 3 times to have the check reissued in my name and was told it would. It never arrived. After having lost all my patience, I resorted to contacting my credit card company to which the charge was made; I told them my story, and they pulled my deposit back from GME and credited my charge account. Ever since, I've been getting collection notices from GME for $304.00 with the threat of reporting me to the three credit reporting agencies. Let me clarify: I have never been a customer of GME, they cancelled my application without fault on my part, they never activated my electric meter, I never consumed a single watt/hour of GME electricity. My only mistake was coming across their website. I will never pay them...not one penny. Conversely, they should pay me for the time and expense I've expended trying to resolve this issue, which I will seek, if they damage my credit rating which is excellent. Shortly after my application was rejected by Green Mountain, I applied with another energy provider. They had activated my meter within two hours and have been paying them dutifully since, as I always do when I owe money.

Desired Settlement: Cease and desist.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Summary of Complaint
Mr. ****’ complaint against GMEC is that Mr. **** states that after he cancelled an enrollment application with GMEC due to a Security Notification Fraud Alert, a refund check for $273.00 was sent to him but unable to be cashed due to the name on the ‘Pay To’ field.  Mr. **** advises that after disputing the deposit payment with his financial institution, he has been receiving collections notices from GMEC in error.  Mr. **** is requesting further assistance regarding the matter.
 
History
After researching this complaint we have concluded the following: 
 
On 3/18/2014, an on-line request was received from Mr. **** to enroll his electric service at **** ****** ** ***** *** ***** ***** ***** to GMEC effective 3/19/2014.  Account #******** was established at that time.  A security deposit for $279.00 was requested to complete Mr. ****’ enrollment request.  Mr. **** processed a payment of $279.00 for the deposit amount.  Our records indicate that an email confirmation was sent to Mr. **** ** ****_****@hotmail.com.  The email included links to a terms of service agreement, a copy of "Your Rights as a Customer" document and an electricity facts label (EFL). 
 
On 3/19/2014, GMEC received a security notification from the credit bureaus for Mr. ****’ account.   At that time, a fraud alert notification was placed on his account. A GMEC representative attempted to contact Mr. **** on 3/19/2014 and 3/24/2014 to advise him of the alert and to request to verify his identification; however, the attempts were unsuccessful and messages were left.
 
Mr. ****’ enrollment to GMEC completed on 3/19/2014; however, as a result of the security notification and documentation not received by Mr. ****, a request was sent on 3/25/2014 to return Mr. ****’ electric service at **** ****** ** ***** *** ***** ***** ***** to the previous REP effective 4/2/2014.  Additionally, as a result of the security notification and Mr. ****’ identify being unable to verified, the name on the account was changed to Fraud Alert.
 
On 4/4/2014, the process to return Mr. ****’ electric service to the previous REP completed with an effective date of 4/2/2014.  On 4/4/2014, a final invoice with a credit balance of $273.49 was sent for the final billing period of 3/19/2014 through 4/2/2014.  On 4/14/2014, a refund check for $273.49 was sent to Mr. **** to the mailing address on record, which reflected Fraud Alert in the ‘Pay To’ field.
 
Between 5/16/2014 and 5/30/2014, multiple contacts were received from Mr. **** regarding the status of his refund check and the name reflected on the check’s ‘Pay To’ field.  At that time, a GMEC representative processed a request to change the name on the account back to **** ****; however, the refund check was not recalled and reissued at that time.
 
On 6/24/2014, GMEC received notification that Mr. ****’ $279.00 security deposit payment was not honored by his financial institution.  At that time, a returned payment fee of $25.00 was charged to the account, leaving Mr. ****’ account with a balance due of $304.00.
 
On 7/15/2014, a final notice for $304.00 was sent to Mr. **** advising “Our records indicate that your final bill remains outstanding.  To protect your credit record and to avoid possible legal action and/or collection agency intervention, immediate payment of the total amount is due.”
 
Resolution
GMEC apologizes for any miscommunication or confusion Mr. **** may have experienced.  However, GMEC has implemented processes surrounding security notifications received from the credit bureaus which include requesting customers to provide two forms of identification.  When a security notification occurs, a restriction is placed on the enrollment until the requested documentation is received and verified.  In order for the Security Notification to occur, the customer would have had to initiate the Security Notification flag directly with the credit bureaus.  This flag to the vendor will occur any time there is a credit inquiry made on the customer’s identity through the credit bureaus.  Taking action on this notification will allow GMEC to be in compliance with the Federal Law (Fair Credit Reporting Act).
 
In conclusion, GMEC understands that Mr. **** had difficulty in presenting his refund check to his financial institution as a result of the security notification.  On 9/8/2014, a request was processed to void the refund check sent to Mr. **** and apply the credit to the account.  As a courtesy, the remaining balance of $30.51, which includes a returned payment fee of $25.00 and the 4/4/2014 invoiced current charges of $5.51 have been credited to Mr. ****’ account. 
 
As previously stated, Mr. **** is no longer with GMEC as of 4/2/2014.  A Statement of Account reflecting Mr. ****’ account balance was sent on 9/15/2014 for his review. 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i suffered a stroke 2 years ago. I forget alot, green mountain notifies me by phone when i am late or if my electricity is going to be disconnected. I missed a july payment, yet when i paid my bill in august i was not notified by the rep i spoke to nor did the computer flag me. Shortly thereafter my electricity was disconnected. The 28th Of August during the day the power was cut. When i returned home from school i got on the phone with green mountain and tried to get in touch with a supervisor. After 2 calls waiting over 30 mins each and 1 waiting over 40 mins, on another call i got in touch with a supervisor. we straightened out my payment which i maid on the phone to the supervisor and he assured me our power would be on the next morning. Oncore informed they turned the power on at 10:30 the next morning yet there was no power. I went back and forth with green mountain and oncore, finally had the maintenance crew out who verified the circuits had no power, Evidently oncore turned the power back on at 6:30 that evening, however no-one came out to meet me. the entire situation was handled most unprofessionally with the dissemination of incorrect information given. I feel green mountain and oncore should be held accountable, and oin green mountains case, how can they claim they give customer service when a customer can not be given the corporate office phone number on request? Isn't it deceptive trade practice when a customer looksup on the web the number for green mountain corporate and the number given des not allow the customer to speak with corporate?

Desired Settlement: green mountain can provide a corporate phone number and pay my electric bill, the corporate phone number should easily accessible to any customer that requests it.

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue:
Mr. ******' complaint against Green Mountain Energy Company (“GMEC”) concerns the timeframe it took for his electric service to be reconnected after being disconnected for non-payment.  Mr. ****** states that after he paid the required amount for reconnection on August 28, 2014 he was advised reconnection of service would be completed by 10:00 am on August 29, 2014; however, reconnection did not occur until 6:00 pm on August 29, 2014. Additionally, Mr. ****** states he was not provided the telephone number for GMEC's corporate office. 

History:
A review of Mr. ******' account confirmed that on August 28, 2014 when Mr. ****** processed his required payment for reconnection, a GMEC representative did state to Mr. ****** that because an advanced or "smart meter" is installed at the premise, reconnection should be completed on the morning of August 29, 2014. However, the GMEC representative also quoted the required mandatory advisory that the maximum timeframe to complete reconnection as determined by Oncor Electric Delivery (Oncor) could take until 11:59 p.m. on August 29, 2014. 

Our records reflect Mr. ******' service was reconnected by Oncor on August 29, 2014 at 5:53 p.m.

Regarding Mr. ******' request for GMEC's corporate telephone number, our records reflect that Mr. ****** was advised by the GMEC agent on August 28, 2014 that only an internal transfer extension was available, and GMEC's corporate number could be found online. 

?Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. ******. 

Several attempts were made to contact Mr. ******’ regarding his BBB complaint; however the attempts were unsuccessful and messages were left. Additionally, Mr. ******’ concern regarding GMEC’s corporate telephone number being unavailable to our customer service representatives has been addressed. For Mr. ******’ reference, GMEC’s corporate telephone number is ###-###-####.   We appreciate Mr. ******' continued service with GMEC.

For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 

***** *****
Customer Support
###-###-####

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved out of my apartment in April 2014. I had an over payment of $108 per the last invoice that was sent to me on May 2nd. I called Green mountain Energy the next week after receiving the final invoice to confirm when I would receive the over payment. They told me it would take anywhere from 10 to 45 days. Really....45 days?? I called again in June to confirm if the payment was sent since I had not received it. The customer service Repesentative told me there was an error and it seems like the check was never sent. I had confirmed my new address as well with them to make sure it would get to the right place and my forwarding address was correct in their system. I called the third time again in August to confirm where my check was since it has now been well over 45 days from the last time I called and I keep getting the run around with the same answer that the check as been sent and it could take anywhere from 10 to 45 days. It has not been a total of 4 months and I still don't have my money. This is very frustrating to deal with. I am tired of calling them with no resolution. A $108 is a lot of money for me! When Green mountain energy does not receive their payment on time, they are quick to send out e-mails, letters and phone calls about a bill being past due but when money is owed to somebody they are horrible at taking care of their customers and returing what is due in a timely manner!

Desired Settlement: $108

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. **** (********) is disputing the time frame to receive a refund check for electric service at **** ******* **** ****.
 
History
On April 8, 2014, Ms. **** contacted GMEC to process a move out request for electric service at **** ******* **** **** for the requested date of April 30, 2014.
 
On May 2, 2014, a final invoice for a credit balance of $108.35 was sent for the final billing period of April 11, 2014 through April 30, 2014 with a previous amount due of $83.45, payment and adjustments of -$233.49, and current electricity charges of $41.69.
 
On May 15, 2014, Ms. **** contacted GMEC to inquire on a credit balance for the account.  The agent verified that the amount was a credit balance and processed a request to issue a refund check.  The agent advised to allow ten business days for the processing of the refund.
 
On July 21, 2014, Ms. **** contacted GMEC for an update to the refund check request for the account.  The agent reviewed the account and escalated the issue to research the missing refund check.  The GMEC agent advised that it could take up to 7-10 business days to reissue the refund check.
 
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  GMEC’s records show that a refund check for $108.35 was issued out on July 25, 2014 to the mailing address of 2355 Lebanon Rd Apt 4204 as provided by Ms. ****.  The outstanding check would be cancelled and a new refund check will be issued as of September 18, 2014 with the mailing address of 2355 Lebanon Rd Apt 420.
 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
**** *********
Customer Support
###-###-####

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a complaint regarding the company's customer service, breaking the laws of PUC of Texas, misleading information, unwillingness to assist customer, rudness, lies, etc!!!!

Desired Settlement: I want to be treated fairly, and services provided to me that are required by law. and an apology for the way this has been handled and how I've been treated!

Business Response: Green Mountain Energy Company’s Response to BBB Case # ********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Summary of Complaint
*** ********’s complaint against GMEC is that she is disputing a switch-hold placed for her electric service at 102 East Austin Avenue #A.  Ms. ******** is requesting further assistance regarding the matter.
 
History
On September 2, 2014, *** ******** contacted GMEC and requested a priority enrollment at 102 East Austin Avenue #A effective as of September 3, 2014.  The GMEC agent enrolled *** ******** on GMEC's Pollution Free e-Plus Reliable Rate with an average price of 11.0¢ per kWh based on monthly usage of 2,000 kWh.  This plan is a 12 month plan with a cancellation fee of $200.00.   Additionally, *** ******** was advised that a switch-hold was currently active at 102 East Austin Avenue #A and that a New Occupant Confirmation (“NOC”) form and supporting documentation, such as a deed/lease agreement, would be required in order to remove the switch hold.  At that time, an NOC form was emailed to *** ********. 
 
On September 3, 2014, *** ********’s pastor contacted GMEC on behalf of *** ******** and made a one-time credit card payment of $279.00 for the security deposit.
 
Later that day, GMEC received the NOC form and a copy of *** ********’s lease agreement that reflected that names of Shonna and ******* ********.  After review of the lease agreement it was determined that ******* ******** has lived at the premise since May 2013 per the information obtained from a credit reporting agency.  Additionally, GMEC’s records reflect that on September 2, 2014, the current GMEC customer contacted GMEC requesting an extension which confirms that the current GMEC customer still resides at the premise.   Based on the findings *** ********’s request to remove the switch hold was denied.  A GMEC representative attempted to contact *** ******** to discuss her account but she was not available a message was left providing her with the findings.
 
Later on that day, several calls were received from *** ******** regarding her enrollment and she was advised that the request to remove the switch hold was denied because ******* ******** was found to be associated with the existing GMEC customer at 102 East Austin Avenue #A.
 
On September 5, 2014, *** ******** contacted GMEC concerning the switch-hold for the account.  The GMEC agent advised that the switch-hold was still in place due to the determination that  ******* ******** has lived at the premise since May 2013 per the information obtained from a credit reporting agency.
 
On September 12, 2014, *** ******** contacted GMEC concerning the status of the switch-hold.  The GMEC agent advised that the switch-hold can be removed to allow *** ********'s enrollment to complete if the previous customer placed a move out request.
 
On September 13, 2014, *** ******** contacted GMEC to request the removal of the switch-hold in place for the account.   The GMEC agent advised that the switch-hold in place would remain until the balance of the switch-hold is satisfied.
 
On September 17, 2014, *** ******** contacted GMEC to request the removal of the switch-hold in place for the account.  The GMEC agent advised that the switch-hold in place would remain until the balance of the switch-hold is satisfied.
 
Resolution
GMEC regrets any miscommunication or confusion these proceedings may have caused *** ********. 
 
On September 19, 2014, GMEC received notification stating that the switch hold was removed at 102 East Austin Avenue #A.  GMEC received confirmation that *** ********’s move-in request was processed and completed on September 19, 2014.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
**** *********
Customer Support
************

Consumer Response: Better Business Bureau:

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

Regards,

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

9/19/2014 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,

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

Consumer Response: Better Business Bureau:

Although Green Mountain Energy Company proposed an adequate resolution to complaint ID ********* they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.

[Provide details of how the business has failed to carry out the resolution.]

I request that this complaint be re-opened and the business contacted.

Regards,

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



















9/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I apologize for troubling you in regards to my situation, but I am in desperate need of assistants. I currently have a case that has been in process for a credit to my account ***********) for about two months. In late July of this year I was informed that I was still paying for my past residence along with my current. I received reimbursement of $409.58 in July due to the failed action of disconnection service by Green Mountain Energy personnel, which was requested by me on February 22, 2014. Once the credit was applied to my account, customer service failed to remove all charges from my past address and thus only receiving a credit of $172.24 towards my current residence. There have been a total of 5 events, since the end of July, reported to Customer Service ending unsuccessfully by just closing each case with no information given. The 5th case was created by ******* on 8/15/2014 at 3:30pm for the additional $237.34 credit to my current address. I called again today at 9:10am and spoke with ***** from about this case and unfortunately it is still under investigation. ***** instructed to pay my current bill and call back after another week has passed. I have been with Green Mountain Energy for years and I am EXTREMELY disappointed with how this situation is being handled. This event was created due to the error done by Green Mountain Energy personnel and yet I am the one who is suffering from this careless mistake. Please let me know if you need any additional information to have this process complete. I look forward in hearing from you and thank you for your time.

Desired Settlement: Have credit of charges paid to previous address apply to current residence.

Business Response:

Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. **** states that she has not been fully credited for invoiced charges assessed to her electric service account at **** **** ****** ** and is requesting a refund.
 
History
GMEC records reflect that on January 30, 2014, Ms. **** contacted GMEC and requested to enroll the electric service at **** **** **** ********* ***** effective January 30, 2014 and her request was processed.
 
Account records also reflect that Ms. ****’ account #******** migrated to GMEC’s new billing platform on March 5, 2014, establishing account #********.
 
On March 17, 2014, an invoice for $189.25 for **** **** ****** ** was sent for the billing period of February 10, 2014 through March 11, 2014 with a previous amount due of $166.76, an adjustment of $8.34 and current electricity charges of $14.15.
 
On March 20, 2014, an invoice for $310.07 for **** **** **** ********* ***** was sent for the billing period of February 14, 2014 through March 17, 2014 with a previous amount due of $189.25 and current electricity charges of $120.82.
 
Subsequent invoices were sent to Ms. **** from April 14, 2014 through July 21, 2014 reflecting invoiced charges for **** **** ****** ** and **** **** **** ********* *****.
 
On July 24, 2014, Ms. **** contacted GMEC regarding receiving invoiced charges for **** **** ****** ** and **** **** **** ********* *****.  Ms. **** was provided with an explanation of the account status.  Ms. **** disputed the invoiced charges for **** **** ****** ** advising that she had previously contacted GMEC and requested to close out the electric service at that premise effective February 22, 2014.  Ms. **** then agreed to closed out the electric service at **** **** ****** ** effective July 24, 2014 and her request was processed.  Additionally, a request was processed to investigate Ms. ****’ account.
 
On July 30, 2014, a GMEC representative determined that although a request to close Ms. ****’ electric service at **** **** ****** ** was unable to be confirmed, that Ms. ****’ account would be credited for the invoiced charges from **** **** ****** ** from February 23, 2014 through July 24, 2014, totaling $409.58.  The GMEC attempted to contact Ms. ****; however, the attempt was unsuccessful and a voice message was left.
 
Multiple contacts were received from Ms. **** from August 2, 2014 through August 26, 2014 regarding the status of her billing dispute and Ms. **** was provided with an explanation of GMEC’s findings.  Ms. **** continued to dispute the credit amount applied; therefore, requests were processed to further investigate Ms. ****’ account.  Reliant representatives attempted to contact Ms. **** on August 4, 2014, August 6, 2014 and August 21, 2014 to advise that the credited charges were accurate; however, the attempts were unsuccessful and messages were left.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ****.  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 our transition to our new billing platform went smoothly and with the least amount of customer impact as possible. 
 
Although we were unable to confirm Ms. ****’ request to close her electric service account at **** **** ****** ** effective February 22, 2014, once Ms. **** advised that did not intend to have electric service connected at two different premises, a request was processed to credit Ms. ****’ electric service account for the invoiced charges assessed from the first available move-out date, February 23, 2014, as per Ms. ****’ request, through the actual account closure date, July 24, 2014.  A review of the account determined that the credited amount of $409.58 was accurate and no adjustments are warranted at this time.
 
The invoiced charges at **** **** ****** ** for the billing periods of February 10, 2014 through July 24, 2014 total $415.71.  Ms. ****’ account was credited $409.58 for the charges invoiced from February 23, 2014 through July 24, 2014.  The February 10, 2014 through March 11, 2014 billing period is prorated as Ms. ****’ requested account closure date was in the middle of the billing period.  The total amount of payments applied to **** **** ****** ** were $182.16.  Once the credit of $409.58 was applied to the charges for **** **** ****** **, the payments originally credited to **** **** ****** ** were applied to the electric charges at **** **** **** ********* *****.  With Ms. ****’ September 4, 2014 payment, this brought the account to a zero balance.  A summary of Ms. ****’ account charges from February 10, 2014 through September 4, 2014 have been attached for review.
 
We appreciate Ms. ****’ business and apologize that the timeframe for her to receive a resolution to her account concern took longer than is typical.  As a courtesy, a credit of $50.00 has been applied to Ms. ****’ 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
************

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed up for the Pollution Free Smart 6 six-month electricity contract for my home with Green Mountain Energy on 3/14/14. The contract came with a $100 gift card offer, as an added incentive for signing up. Below are the terms of the offer, word-for-word as stated on the $100 gift card form: Here’s how it works: 1. 90 days after your green power starts flowing, fill out and save this Gift Card offer form. 2. Attach the completed, saved form to an email and mail it back to us at this address: Green Mountain Energy Company ATTN: Gift Card Offer PO Box *****Austin, Texas ***** 3. Give us 6-10 weeks after that to process your gift card offer. A few more important things you should know: • Fill out ALL fields on this form. We won’t accept or process incomplete forms. • DO NOT submit the Gift Card offer with your monthly Green Mountain Energy® electricity bill payment. • Keep a copy of this form for your records, as this will be your only proof of submission. Green Mountain Energy Company (PUCT Certificate #*****) © 2014 Green Mountain Energy Company. I paid my bills on time during the 90-day period and honored my part as a good customer. After 90 days as stated, I mailed the form that I had filled out completely to the address stated above on 6/19/14. I waited for about 8 weeks and heard nothing at all. At the 8-week point (8/14/14), I called Green Mountain twice to inquire about the status of the gift card offer. Both times, I was curtly told by a customer service rep to wait till the 10-week mark had passed before calling again. I also tried the online chat system but the rep would not give me a straight answer about the gift card offer, oftentimes saying that they can't disclose that information over chat or that their department does not handle this matter. I waited till the 12-week mark to give them more time before finally making a call today (9/8/14). The first call I made, I was placed on hold for a long time before a customer rep finally answered and said that he would send an email with the gift card offer directly to me that very instant. He said it would already be in my inbox by the time we were done with the call. I kept checking my inbox and spam folders but it still wasn't there. I tried the online chat system again and they once again brushed me off and told me to call the 800 number that I had already spent a good 45 minutes of time waiting on and being placed on hold. I called the second time and spoke to a manager. She placed me on hold for another 10 minutes, then finally said that she put in a request to the "higher ups" and told me to wait another 30-60 days for them just to give an update on the status. I asked what to do if I didn't hear back and I was told to call again. At this point, I have tried around 7 times to contact Green Mountain Energy for an extremely simple matter, spent lots of time being placed on hold and being passed around to various people and still have received NO results whatsoever. I feel like I am being lied to, cheated and taken advantaged of by Green Mountain Energy who seems to be using this as a deceptive marketing tool that they do not seem interested in fulfilling at all. It seems like they are trying to put off honoring what was promised in the contract for as long as possible with a "don't ask, don't do" policy. I am at my wits' end on how to get even a response from them about it as there are no other avenues to reach them besides their 800 number and their online chat system. I am sure I'm not the only customer who has been frustrated by this. I strongly urge the BBB to investigate Green Mountain's misleading business practices, refusal to deliver what was promised in the contract to customers and appalling customer service to prevent businesses like these from further deceiving others who are not aware of it.

Desired Settlement: Send me a letter and an email containing the $!00 gift card offer immediately. It's really not that hard to do.

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. *** states that she was to receive the incentive of the $100.00 gift card with the enrollment of service at **** **** ****** *****
 
History
On April 21, 2014, Ms. *** contacted Green Mountain Energy Company (GMEC) to inquire on the $100.00 gift card incentive form to be emailed out to her.  The agent entered a request to have the form emailed out to Ms. *** at the email address given.   The agent reviewed the terms of the incentive advising that three months of invoices would need to be included with the form to complete the incentive request. 
 
On April 30, 2014, the gift card form was emailed to the email address given from Ms. ***.
 
On July 31, 2014, Ms. *** contacted GMEC to check on the status of the $100.00 gift card promotion.  The agent advised that with the processing of the gift card promotion, the resolution can take up to 6-10 weeks to complete.
 
On September 8, 2014, Ms. *** contacted GMEC to check on the status of the $100.00 gift card promotion.  The GMEC agent advised that the issue would be escalated to get a resolution to the missing promotion and advised of a resolution to be completed in 1-2 billing cycles.   
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. *** may have experienced on her account.  In reviewing the account, the plan of the Green Mountain Energy's Pollution Free plan that Ms. *** 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.  Ms. *** will be awarded the $100.00 gift card promotion by email in 7-14 business days from the date of September 11, 2014.  Ms. ******** has been contacted and advised of the update.  
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
**** *********
Customer Support
************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the receipt of the $100 gift card offer. As of 9/15/14, I have not yet received it. I will update when I receive it or when the 7-14 day waiting period has passed, whichever is earlier. 

Thank you, 
****** ***

9/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for the electricity service at Green Mountain on March 11, it was advertised at their website that I can get a $100 gift card. The website provided a PDF form with instructions on how to claim the gift card. I followed the instructions and mailed out the form. However, I never received the gift card. When I called, I was told to wait at the beginning. Then after two months, I was told that the gift card claiming process was completely different than what I read on their own website, that I should not have mailed them the form despite the fact that it was clearly printed on the instructions, that they will email me a form, that I should email back this form, and that I should wait another 6-10 weeks. I have not received any email from them. I am afraid that contacting them will get me another story of a different form and another two months to wait. Therefore, I am seeking help from the BBB.

Desired Settlement: I would like to receive the $100 gift card as soon as possible.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ***** is disputing the timeframe to receive a $100.00 gift card promotional offer for enrolling her electric service at **** ******* *** *** with GMEC.
 
History
On March 10, 2014, an online request was received to switch Ms. *****’s electric service at **** ******* *** ***e effective within the next 7 business days.  Ms. ***** agreed to enroll on GMEC’s Pollution Free Smart 6 plan.  The term of this plan is 6 months and it has a $150.00 cancellation fee.  Enrollment in the Pollution Free Smart 6 plan included a $100.00 gift card promotional incentive offer.  Ms. ***** was provided with her terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Ms. ***** at garfield_zh@yahoo.com provided additional links to her terms of service agreement, EFL and “Your Rights As A Customer” document.  The enrollment confirmation email also included a link to GMEC’s Gift Card Form which provided instructions for completion and the gift card terms and conditions.
 
Ms. *****’s switch completed on March 11, 2014.   
 
On August 27, 2014, Ms. ***** contacted GMEC advising that she had completed and mailed back the Gift Card Form; however, had not received her gift card to date.  A GMEC representative explained that a completed Gift Card Form needed to be emailed to GMEC at incentives@greenmountain.com after a 90 day eligibility period had passed.  Ms. ***** disputed the form submission method provided on the Gift Card Form.  The GMEC representative apologized for the inconvenience and processed a request to send Ms. ***** a duplicate Gift Card Form, advising that once completed and received, Ms. ***** will be sent a gift card within 10 weeks.  
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *****.  At that time of Ms. *****’s online enrollment, she was advised that the gift card incentive offer would be fulfilled online within 6 to 8 weeks after an eligibility period of 90 days has passed and all proper documentation including the Gift Card Form had been successfully submitted.
 
GMEC records do not reflect that a Gift Card Form was received from Ms. *****. 
 
A Gift Card Form was sent to Ms. ***** on August 27, 2014.  Provided that the form has been completed and submitted to GMEC for processing, Ms. ***** can expect to receive the gift card incentive within 6 to 8 weeks.  As a courtesy, a request has been submitted to escalate Ms. *****’s gift card request.  Ms. ***** will be contacted once a timeframe for receipt of the gift card has been confirmed.
 
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:
1) Green Mountain Energy requires me to email a form in order to claim the gift card. Their original rules posted in March (see attached form) does not require an email submission.

2) Green Mountain Energy claims that they did not receive a form I mailed in June. I am attaching here a copy of that form.

3) As an effort to resolve this issue, I also filled and emailed them the new gift card form.

4) I am still yet to receive this gift card.


Regards,

****** *****

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
While Green Mountain Energy Company empathizes with Ms. *****’s concerns regarding the timeframe to receive her $100.00 incentive gift card, GMEC cannot be held responsible for any postal service delays.  As stated by Ms. *****, she sent a copy of her completed Gift Card Form to GMEC via mail.  As of Ms. *****’s initial complaint submission, GMEC had not received a Gift Card Form from her as requested in order to complete processing.
 
Ms. *****’s request to receive the $100.00 gift card was escalated on September 3, 2014; however, Ms. ***** was advised that escalation was dependent on her completing and sending a Gift Form to incentives@greenmountain.com, which Ms. ***** advised she would do on September 3, 2014. 
 
On September 10, 2014, confirmation was received from GMEC’s Incentives Department advising that Ms. ***** was provided with a $100.00 gift card via email on September 3, 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 ********. Although the business was unbelievably defensive in its response, they did send me the gift card after my BBB complaint.  Therefore, I consider the complaint resolved.

Regards,

****** *****

9/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been very happy with Green Mountain Energy's service for the last few months and would have recommended them to everyone, until this happened. I was moving out of my apartment on August 29th and called Green Mountain Energy on August 21st to see if they would service my new location, ********* TX. I called Green Mountain Energy on August 21st, at 1:44pm, call duration 14 minutes. The male representative checked and told me they do not service that area but confirmed with me they would shut off my power on August 29th. He provided me a confirmation number which I have lost while moving. I found out the power was never turned off and prompted me to call them. I called the first week of September, and Green Mountain Energy informs me they have no record of my phone call or any information on my account. Even when I told them I have proof of a 14 minute phone call with them on my phone record. I asked to speak to a supervisor and waited 21 minutes before hanging up out of frustration. September 5th, I called again to speak to a supervisor and had to explain the situation to another representative. She refused to budge and transferred me to a male supervisor. Explaining everything again he also told me they would not adjust my bill and I would be charged the 8 days of service. I once again asked him to compromise or something since I have PROOF on my phone bill that I spoke to the company on August 21st for 14 minutes. I would even fax them a copy. He refused and I hung up. Why should I be charged for 8 days of service of a place I was not living and requested a shut off and their system does not have record of me calling? This was not my fault that the representative did not update my account, especially when I have proof I called and had a 14 minute conversation with him. Please look into this matter. Thank you.

Desired Settlement: Adjust my bill with a credit of no charges from August 29th - September 5th. Account # **********

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ******* is disputing the move-out date for her electric service account at *** ****** ***** ********* ***. 
 
History
On September 3, 2014, GMEC received notification that a new customer was requesting to enroll the electric service at *** ****** ***** ********* *** effective September 5, 2014, resulting in the closure of Ms. *******’s account.
 
Later on September 3, 2014, Ms. ******* contacted GMEC advising that she was moving to a new address and that while she had requested that the electric service at *** ****** ***** ********* *** be disconnected on August 29, 2014, the electric service was still connected.  A GMEC representative advised Ms. ******* that there was a pending move-out request currently scheduled on September 5, 2014.  At that time, Ms. ******* advised that she contacted GMEC on August 21, 2014 to request disconnection effective August 29, 2014.  The GMEC representative was unable to locate any requests received from Ms. ******* regarding the closure of her account and advised her that she would be transferred to a supervisor to try to locate her September 21, 2014 call to GMEC.  While attempting to transfer Ms. ******* to a supervisor, the call dropped.
 
On September 5, 2014, Ms. ******* contacted GMEC to dispute the move-out date, advising that she contacted GMEC on August 21, 2014 and requested to close her account on August 29, 2014.  A GMEC representative advised that GMEC’s records did not reflect any requests received from Ms. ******* to close the account and that the account closed on September 5, 2014 as a result of another customer’s enrollment request.  Ms. ******* disputed the move out date and her call was transferred to a supervisor for further assistance.  A GMEC supervisor provided Ms. ******* with the account status explaining that because a previous move-out request had not been processed and there was no record of a call from Ms. *******, that she would be responsible for the invoiced usage.  Ms. ******* disagreed and was advised that a request could be processed to further investigate her account; however, after being advised that she would be responsible for the invoiced account charges if proof of a previous move-out was unable to be located, Ms. ******* disconnected the call.
 
On September 9, 2014, a final invoice for $150.65 was sent for the final billing period of August 19, 2014 through September 5, 2014 with a previous amount due of $105.13 and current electricity charges of $45.52.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Ms. *******.  A review of the account confirmed that a phone call was received from Ms. ******* on August 21, 2014 regarding transferring the electric service at her current premise to her new premise located in *********, *****.  A GMEC representative determined that GMEC did not provide electric service in Ms. *******’s new area; therefore, the transfer of service request was not processed.  At that time, Ms. ******* requested that the electric service account at *** ****** ***** ********* *** be closed as of September 29, 2014; however, was advised to contact GMEC when she secured electric service at her new premise in order to process her account closure request.
 
Although an additional contact was not received from Ms. ******* to process an account closure request, as a courtesy, a credit of $17.46 has been applied to Ms. *******’s account, which represents a prorated credit for consumption utilized at Ms. *******’s premise from August 29, 2014 through September 5, 2014.  Additionally, due to the inconvenience, a credit of $32.54 has been applied to the account, totaling credits of $50.00. 
 
We regret that Ms. *******’s experience was a negative one; however, appreciate that she allowed us to address her concerns.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
******* ********
Customer Support
###-###-####

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 still view Green Mountain Energy as a wonderful company. Maybe next time they can look into the customer's phone history instead of immediately telling the customer there is none. Thank you for the credit on my account.

Regards,

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

9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Green Mountain offered a rebate promotion for $100 after 3 months of service. I signed up with them on March of 2014. I submitted the rebate form in June 22nd. I called the week of July 28th to find out if they were processing the request and to get an update. I spoke with a representative who could provide no information on the rebate. She transferred me to her Supervisor *******. *******, after much ***e said that she could not call the department that handled those requests and would have to email them. SHe said she would call me back after 2 days with a response. She did not. I called Green Mountain again 3-weeks later . The representatives response to my inquiry on the status of the rebate said that there were already notes that it was being looked into and that I would be contacted in a ***ely manner. I advised that 3 weeks was not ***ely and if I can speak with a supervisor who cna help me. After holding and being transferred for over an hour, I spoke with another supervisor (***, ****, or another common name, forgot to write it down) who said that he reached out to ******* who stated she did not get a response yet from the Rebate department, but that he would send an escalated email to them for a status update and should have an answer immediately. He said that he would call me on Tuesday at 10am. He did not. I spoke with another rep today, who said that there was no update and that i would have to wait some more. I asked to speak with a supervisor. After a 1 hour and 25 minute hold and short call, the Supervisor (i believe you spell her name ***********) said that there was no update, I could NOT speak with a manager, or leave a manager a vm or a request to call me, and that i would just have to have the whole email thing done all over again. I told her that would not work as it never works and no one ever calls me back. She offered absolutely no other alternative. I signed up with Green Mountain specifically because of the offer. Their offer was a scam and their customer service and business processes are the worst I have ever experienced. NO ONE could help me or give me an answer on anything or provide another method to resolve my problem.

Desired Settlement: I want the rebate promise offered to me.

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

At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:

Issue
Ms. ******** states that she was to receive the incentive of the $100.00 gift card with the enrollment of service at **** ***** **** *****.
 
History
On July 22, 2014, Ms. ******** contacted Green Mountain Energy Company (GMEC) to inquire on the $100.00 gift card incentive stating that correspondence to complete the promotion was mailed in.  The agent verified the offer and sent a request to further research the promotional offer.
 
On August 22, 2014, Ms. ******** contacted GMEC for an update on the promotional gift card. The GMEC agent advised that the issue would be escalated to get a resolution to the missing promotion.
 
On August 28, 2014, Ms. ******** contacted GMEC for an update on the promotional gift card.  The agent advised that there was not an update to the previous inquiry made for the promotion.  Ms. ******** requested that the issue be escalated. 
 
Resolution
GMEC apologizes for any miscommunication or confusion Ms. ******** may have experienced on her account.  In reviewing the account, the plan of the Green Mountain Energy's Pollution Free plan that Ms. ******** 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.  Ms. ******** will be awarded the $100.00 gift card promotion by email.  Ms. ******** has been contacted and advised of the update.  
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
**** *********
Customer Support

9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The represenitives are very unprofessional and non customer service oriented. I advised to speak with a manger multiple times and still wasn't transferred to a manger yet the analyst tried to talk me out of my concern. I have been hung up on serval occasion during a transfer to a superior. Another issue that I have is some of the analyst ask for different verification process some ask for me to verify my last 4SSN while other have me verify the address and verify my full name. I have been very unhappy since I choose this service provider and unfortunately I am stuck in a contract to bare with for the next couple of months. I advised to the representative that I would report them and he was very nonchalant to the matter and remained very unprofessional on the call. I know that the calls are monitored and recorded so I would love for the call to be pulled so they can see what I am talking about and the unprofessionalism of the representatives at the company. Just today I spoke with an analyst and her background was so loud which she said on the call that she could barely hear me to assist me with making a payment. The hold times are horrible as well.

Desired Settlement: In all honesty I just wanted to be treated with the proper respect that I give the representative that I speak with. I would like for my bill to be consistence to a extend instead of one month $75 and the next month its $400 and no one can explain to me why the major difference.

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. ******* advises that she is not pleased with the customer service received from Green Mountain Energy Company representatives during interactions pertaining to her electric service account at **** ********* ****** **** *****  Additionally, Ms. ******* is requesting an explanation regarding her billing and charges. 
 
History
On June 18, 2014, an invoice for $111.65 due by July 7, 2014 was sent for the billing period of May 14, 2014 through June 16, 2014 with a previous amount due of $29.76 and current electricity charges of $81.89.
 
On June 25, 2014, Ms. ******* contacted GMEC and requested to transfer her electric service account from 4815 Westgrove Drive Apt.1006 effective June 27, 2014 to **** ********* ****** **** **** effective June 27, 2014 and her request was processed.
 
On June 26, 2014, a disconnection notice for $29.76 was sent due by July 7, 2014.
 
Later on June 26, 2014, a payment of $29.76 posted to Ms. *******’s account.
 
On July 1, 2014, a final invoice for $135.81 due by July 7, 2014 was sent for the final billing period of June 16, 2014 through June 27, 2014 with a previous amount due of $111.65, payments and adjustments of $8.27 and current electricity charges of $32.43.
 
On July 18, 2014, a disconnection notice for $81.89 was sent due by July 24, 2014.
 
On July 24, 2014, a payment of $82.00 posted to Ms. *******’s account.
 
On July 28, 2014, a disconnection notice for $53.81 was sent due by August 7, 2014.
 
On July 29, 2014, an invoice for $170.40 due by August 14, 2014 was sent for the billing period of June 27, 2014 through July 25, 2014 with a previous amount due of $135.81, payments and adjustments of 35.29 and current electricity charges of $69.88.
 
On August 21, 2014, a disconnection notice for $170.40 was sent due by September 2, 2014.
 
Full payment for the August 21, 2014 disconnection notice did not post to Ms. *******’s  account by September 2, 2014; therefore, on September 3, 2014, a disconnect request was sent to ***** ******** ******** ******* ********
 
On September 8, 2014, Ms. ******* contacted GMEC and requested payment arrangements.  A GMEC representative advised Ms. ******* that the account was not eligible for payment arrangements at this time.  Ms. ******* requested a supervisor and while transferring her call to the supervisor, the call dropped.   Later on September 8, 2014, Ms. ******* contacted GMEC and spoke with a GMEC supervisor regarding her account status.  The GMEC supervisor advised that of the past due balance of $130.40 would need to be paid in order for GMEC to submit a reconnection request to *****.
 
Later September 8, 2014, a payment of $130.40 posted to Ms. *******’s account.  At that time, a reconnection request was sent to *****.  Ms. ******* contacted GMEC to get a status of reconnection of service and was provided with the reconnection timeframe.
 
On September 9, 2014, GMEC received notification that electric service had been restored.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Ms. *******.  A review of Ms. *******’s account determined that the account has been invoiced in accordance with her Terms of Service.
 
Ms. *******’s customer service concerns have been addressed.
 
As a courtesy, reconnect request fees totaling $15.00 and disconnect request fees totaling $25.00 have been credited to the account.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m.
 
******* ****
Customer Support
###-###-####
 
 
 
 
 
 
 

Consumer Response: Better Business Bureau:

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

Regards,

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

9/5/2014 Billing/Collection Issues
9/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for one of the low rate 3 or 6 month contracts that entice people to switch providers, and I wanted to try out Green Mountain Energy. The energy facts label stated the term was for "3 Months". My service began on April 30, and somehow my guaranteed rate ended on July 7. I received 2 months and a week of a guaranteed rate. My final bill was a 30-40% increase in cost. When I called to discuss the issue with their customer service, I was hung up on the first time only a few minutes into the conversation. I called back again, and after the customer service representative told me the only thing she could do was sign me up for another plan and contract term, I asked to speak to a supervisor. She sends me to the supervisor queue where I wait on hold for about ten minutes before the phone ringing once and me getting disconnected again. I decided to attempt to resolve this through email communication since their customer service department is only open when most people are working and I can't sit on the phone with them for 2 hours to resolve the issue. After numerous emails back and forth with the customer service representative, who is generally slow to respond, I ask for my case to be forwarded to a supervisor again. The representative told me I would be called within 48 hours by a supervisor. I have yet to be called and it is past 48 hours. While most electric providers provide calendar month contract terms based on the words on the energy facts label, Green Mountain Energy's Terms of Service state that "The regular monthly billing period for each ESI ID is established by your transmission and distribution service provider ("TDSP") based on their meter read schedule." All other providers I have used provide guaranteed rates based on calendar months regardless of how many billing cycles may be present in that time frame. A 3 month guaranteed contract may have 4 bills due to billing cycles being offset. Based on what Green Mountain feels their contract states, which is not clearly outlined between the EFL and TOS, They only provide guaranteed rates for the full contract term noted on the EFL for 3% of their customers. The remaining 97% are getting less than the term noted on their EFL. They claim this is not deceptive, but it is not adequately explained to the consumer. Their customer service doesn't seem to care either.

Desired Settlement: I want my rate and final bill corrected to the guaranteed rate I signed up for. Additionally, I want Green Mountain Energy to either change the wording on their EFL and/or TOS to more adequately explain to consumers that they will likely not receive the contract term on the EFL in calendar months.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Mr. ****** states that he did not receive the full term for his requested price plan at his electric service account at  **** ********** ***** #***.  Mr. ****** is also requesting that GMEC update our Terms of Service and Electricity Facts Labels to adequately explain the plan term.  
 
History
On April 24, 2014, an online request was received to switch Mr. ******’ electric service at **** ********** ***** #*** 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.  Mr. ****** was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ****** at **********tx@gmail.com provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. ******’ switch completed April 30, 2014.
 
On May 7, 2014, an invoice for $10.72 was sent for the billing period of April 30, 2014 through May 5, 2014.  This invoice reflects Pollution Free Try 3 plan pricing.
 
On June 11, 2014, an invoice for $59.29 was sent for the billing period of May 5, 2014 through June 5, 2014. This invoice reflects Pollution Free Try 3 plan pricing.
 
On June 26, 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.
 
GMEC did not receive a request from Mr. ****** to change the account price plan; therefore, his account transitioned to the Pollution Free Extend plan effective July 7, 2014.
 
On July 9, 2014, an invoice for $79.12 was sent for the billing period of June 5, 2014 through July 7, 2014. This invoice reflects Pollution Free Try 3 plan pricing.  Additionally, this invoice includes a disclosure advising “Your current plan is set to expire with the current billing period, and your new plan, Pollution Free Extend will begin with your next billing period.”
 
On July 31, 2014, Mr. ****** contacted GMEC regarding his price plan end date and was provided with an explanation of his account.  Mr. ****** disputed the timeframe invoiced under the Pollution Free Try 3 plan and requested to speak with a supervisor.  While transferring Mr. ******’ call to a GMEC supervisor, the call ended.
 
Later on July 31, 2014, GMEC received notification that the electric service at **** ********** ***** #110 was switching to another retail electric provider (REP) effective August 2, 2014.
 
On August 6, 2014, a final invoice for $107.72 was sent for the final billing period of July 7, 2014 through August 2, 2014.  This invoice reflects Pollution Free Extend plan pricing.
 
Multiple contacts via email were received from Mr. ****** from August 13, 2014 through August 20, 2014 disputing his contract term.  A GMEC representative responded to Mr. ******’ inquiries via email providing an explanation of his contract term.  Mr. ****** was advised that the term is dependent on the meter read cycle determined by his transmission and distribution service provider (TDSP).  Mr. ****** was also provided with a copy of his Terms of Service document outlining his plan terms.  On August 20, 2014, Mr. ****** requested to speak with an  GMEC supervisor and a callback request was processed.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. ******.   Although we understand Mr. ******’ concern in receiving the agreed upon contract term, a review of the account confirmed that the account was invoiced in accordance with the Terms of Service and EFL. 
 
As a courtesy, a request has been submitted to re-invoice Mr. ******’  final billing period of July 7, 2014 through August 2, 2014 under Pollution Free Try 3 plan pricing.  Mr. ****** will receive a corrected invoice.  Additionally, due to workload, a GMEC supervisor was unable to return Mr. ******’ call in the allotted timeframe.  As a courtesy, a credit of $25.00 has been applied to Mr. ******’s account.
 
Mr. *****’s concerns regarding the terminology used on GMEC’s Terms of Service and EFL has been forwarded to the appropriate department for review.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
******* ********
Customer Support
###-###-####

9/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Green Mountain Energy advertised a promotion related to their "Pollution Free Smart 6" electrical plan, whereby eligible customers would be provided a $100 gift card after 90 days of electrical service. I filled out the required form for the promotional offer and delivered it on time and in accordance with the Terms & Conditions relayed on the form. When I called on 8/21/2014 to check on the status of the gift card, I was informed that I had a payment on the account that was received three days after the due date, which made me ineligible for the promotional gift card. The agent read off terms & conditions that were never disclosed to me, stating that no late payments could be received during the first 90 days of service. Per the only Terms & Conditions disclosed to me, the eligibility requirements states "Your account must be active and in good standing at the time of processing. Late payments, collections status, or overdue accounts will not be eligible." At the time of processing (late June 2014), payment was not late, I was not in collections status, and there were no overdue accounts. Per the terms & conditions disclosed to me, I am eligible for this promotional gift card.

Desired Settlement: Delivery of the $100 promotional gift card in accordance with the Terms & Conditions that were disclosed to 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. ******** states that he did not receive the $100.00 gift card incentive for his requested price plan at his electric service account **** ***** **** ****. 
 
History
On March 19, 2014, an online request was received to switch Mr. ********’ electric service at **** ***** **** **** effective the next available switch date.  Mr. ******** agreed to enroll on GMEC’s Pollution Free Smart 6 plan.  The term of this plan is 6 months and it has a $150.00 cancellation fee.  Mr. ******** was provided with his terms of service agreement, a copy of “Your Rights as a Customer” document and an electricity facts label (EFL) at the time of enrollment.  Additionally, an enrollment confirmation email sent to Mr. ******** at ****.********@gmail.com provided additional links to his terms of service agreement, EFL and “Your Rights As A Customer” document.  Mr. ********’ switch completed March 5, 2014.
 
On June 24, 2014, a GMEC agent was contacted by chat and a Rebate Coupon form was emailed to Mr. ******** at ****.********@gmail.com.
 
On August 21, 2014, Mr. ******** contacted GMEC to inquire on the status of the gift card offer.  The agent reviewed the account and advised of the terms of the promotion being that the account would need to be active and in good standing at the time of processed.  Late payments, collections status, or overdue account would not be eligible.  The agent verified that a payment with a due date of April 25, 2014 was posted to the account as of April 28, 2014.  Mr. ******** requested to escalate the call.
 
Later that day, Mr. ******** spoke with a GMEC agent which reviewed the account and verified that the account was not eligible for the promotional incentive.  Mr. ******** disconnected the call.
 
Resolution
Green Mountain Energy Company regrets any inconvenience these proceedings may have caused Mr. ********.   Although we understand Mr. ******** review of the terms of the promotional incentive, a review of the account confirmed that the account was not eligible.
 
As a courtesy, the incentive was sent to Mr. ********.  On August 22, 2014, Mr. ******** was contacted and he confirmed that the incentive was received. 
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8:00 a.m. to 5:00 p.m. 
 
**** *********
Customer Support
************

Consumer Response: Better Business Bureau:

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

Regards,

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

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint was first filed in the month of July. Green Mountain Energy's response was irrelevant, evasive and not to teh point because teh following issues were not addressed: Green Mountain Energy is duping customers including me by charging a disconnection fee even when the due amount is paid before the disconnection due date. This is ILLEGAL. The entire purpose of having a date is to not levy that charge if the bill is paid by that date. 2. Payment avenues do not work - both phone & internet - proof available. If the substandard company is updating their system it is their fault not the customer's! If a mode of payment is offered as an option it should be functional. Neither the phone payment system nor the internet payment processing site is functional, attributed to the system being upgraded by the company customer service agents. 3. Hold times for Cs agents is over an hour -proof available precluding this option when other systems are down! 4. No set payment date. 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: All disconnection fees and late fees to be removed immediately. (Also, besides above, bills mailed to incorrect apatment!)

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.
 
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 # ******** 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 August 14, 2014.  Additionally, disconnect notices were sent to Ms. ******* on May 5, 2014, June 5, 2014, July 10, 2014 and August 7, 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.
 
 
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
************

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since I am a hearing impaired man and customer of the Green Mountain Energy company, we made a contract in October 2012. I emphasized with them that they would send me a reminder notice for a renewal of contract a month prior to expiration such as in September 2013. They never sent me any notice at all and/or alerting notice such as a warning that the Kw/h was going to be skyrocketed to 16.5. Since November 2013, I noticed the change of average of electric billing amount! It looked like the billing amount was doubled. I thought it must be the problem with my electric system in the house or worn out wiring/appliance system, but it was not. Since November 2013, the Green Energy company kept charging me double without any alerting notices in month to month basis until this month when the billing charge looked like triple such as $427.16. All of my house's windows have 'double glasses, energy saver and efficient' it preserves energy very effectively. It is not collateral at all.

Desired Settlement: Since the original contract's rate on kw/h was in the range of 9-10, I want the Green Energy company to go back to November 2013 and re calculate the electric bills based on the 9-10 rate of kw/h instead of 16.5 something, which is 10 months period/cycles. The refund would be the difference between the rates of 9-10 and 16.50 based on the 11 months' recalculation of all bills. And, a notification that I am not going to pay the bill for this month's cycle which is $427.16. I want this bill to be asserted to the refund they owe me after the recalculation of the 11 months' bills based on 9-10 cents per kw/h not 16.5.

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 disputing the invoiced balance for his electric service at **** ********** *****.
 
History
On July 6, 2012, Mr. ******** contacted GMEC and enrolled on the Green Mountain Energy Company Pollution Free Simple 7 Plan at the average rate of 10.8 cents/kWh for 2000 kWh on a seven month term.  The price plan is a fixed rate plan and began on the meter read of July 2, 2012. 
 
On January 9, 2013, a contract expiration notice (CEN) was sent to Mr. ******** advising that his current price plan was expiring and to contact GMEC regarding available offers for his account.  The notice also advised that if another plan was not selected, the account would transition to GMEC’s Pollution Free Extend plan at the average rate of 10.5 cents/kWh for 2000 kWh.  This would include an energy charge of 10.1260 cents/kWh and base charge of $5.95.  The plan would be a month-to-month plan with no minimum contract term and no cancellation fee. The corresponding electricity facts label (EFL) was included with the notice.  The EFL includes the following:
Except for price changes allowed by law or regulatory action, this price is the price that will be applied during your first billing cycle; this price may change in subsequent months at the sole discretion of Green Mountain. For information about the current price, you may call us at **************. 
 
Account records reflect that Mr. ********’s account # ******** migrated to GMEC’s new billing platform on February 26, 2014, establishing account # ******** with a balance of $116.93.
 
On August 11, 2014, Mr. ******** contacted GMEC via a relay service to inquire on an invoice.  The GMEC agent advised that the account was on a variable price plan which has a variable energy charge and the usage had increased as well. Mr. ******** stated that a contract was signed up for in November of 2013.  The agent verified that a contract was not in effect for the account at the time and offered to set Mr. ******** onto another contract.  The agent then requested verbal authorization to complete the price plan update to the account and stated that a request would be submitted for a written request to be issued. 
 
On August 13, 2014, Mr. ******** contacted GMEC via a relay service for a status of a price plan update to the account.  The agent reviewed the account and was able to complete the request by phone.   Mr. ******** updated the price plan on the account to the Pollution Free Loyalty Reliable Rate at the average rate of 11.3 cents/kWh for 2000 kWh on a 12 month term.  Mr. ******** requested to dispute the billed charges since the end of the previous contract for the account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Mr. ********.  A review of Mr. ********’s account confirmed that he was invoiced in accordance with his Terms of Service and EFL.  The monthly invoice will reflect any updates to the energy charge and references the following.
 
If you are on a variable price product, your price may change on a monthly basis as provided in your Terms of Service and EFL. The price for this billing period is shown under "Detail of Charges/Credits." For information about the price that will be charged on your next bill, or to find out about our fixed rate products that offer greater price stability, please call Customer Care at **************.
 
Mr.  ********’s local **** is Oncor.  Oncor is Mr.  ********’s local **** 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.  GMEC simply billed Mr. ******** based on meter reads provided by Oncor. 
 
GMEC's records also indicate that a contract was enrolled for the service address of ** ****** **** **** on ******** ** **** and was attached to the same  account number as the service address of **** ********** *****.
 
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
###-###-####

8/29/2014 Billing/Collection Issues | Complaint Details Unavailable
8/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched energy companies and received a final bill from Green Mountain Energy. The bill did not reflect all the payments I had made. I forwarded an accounting of amounts paid against the bill and paid the final bill owed. The next day after I paid the final bill, the full amount of the final bill showed up on my credit history with Experian Reporting Agency. I have given proof of the accounting I forwarded along with proof that the amount paid was deducted from my bank (it was paid online). The Customer Support at Green Mountain Energy has said they can do nothing once the bill is sent for collection, but the amount sent was incorrect and must corrected by Green Mountain Energy and the Collection request cancelled (as explained by the credit reporting company. I cannot get Customer Support at Green Mountain Energy to acknowledge the error and correct it.

Desired Settlement: Acknowledge that the final bill has been paid and cancel the collection notice and notify ******** ****** ********* ******* to remove the erroneous collection.

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 for his electric service account at *** ********* ***** *** ***.
 
History
On March 11, 2014, an invoice for $247.61 was sent for the billing period of February 10, 2014 through March 6, 2014 with a previous balance of $678.18, payments of $612.00, and charges/previous credits of $181.43.
 
On March 10, 2014, a payment of $100.00 was posted to the account.
 
On May 28, 2014, a payment of $113.79 was posted to the account.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused *** *********.  A review of *** *********’s account confirmed that he was invoiced in accordance with his Terms of Service.
 
As a one-time courtesy to the account, the account will be credited the amount of $33.82 to bring the account to a zero balance.  In addition, a request has been submitted to remove all collection activity.  If you have any questions or need any additional information, please do not hesitate to contact me.
 
**** *********
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.  They have promised to remove the collection notice from my credit history, but it has not happened yet.  I will follow up on this item.

Thank you so much for all your attention and help with this matter.

Regards,

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

8/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On May 25, 2014 I had sent in all necessary forms and paid all necessary fees in order to have service set up on May 30, 2014. I called Customer Service on May 31, 2014 to make sure service would start, the guy told me it would and not to worry. Service was not set up and on June 22, 2014 I called them again and spoke to customer service to have the electric service start. The lady on the phone told me everything was set up and good to go and that service would start that day at 5pm or if not the next day without issue. On July 29, 2014 service was finally installed, when it should of been back in May, and then again back in June. I called customer service again on August 7, 2014 looking for some sort of reimbursement because my apartment complex has been charging me, they told me I could not receive any because forms were not in on time, even though they never contacted me beforehand telling me so, and I had made sure to send everything before the due date.

Desired Settlement: I would be happy with a credit on my account in the amount that I am being charged by my apartment. The company telling me that nothing was in on time, when it all was, is incredibly infuriating. And having everything "fixed" on June 22, service was supposed to start that day after talking with customer service, and yet it didn't start til July 29.

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 credit to his electric service account at **** **** ****** **** #*** due to a delay with his requested service start date. 
 
History
Our records indicate that on 5/20/2014 at 8:03 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 **** **** ****** **** #**** *********** ** *****.  Mr. ****** was advised that a security deposit of $150.00 would be required to complete his enrollment request.  Additionally, notification advising that a switch hold on the service address was provided to Mr. ****** on his online enrollment request confirmation page.  The switch hold notification advised that Mr. ****** would need to complete and return to GMEC a New Resident Confirmation Form and attach one of the following proof of residence documents:
-        Signed lease
-        Affidavit of landlord
-        Closing documents
-        Certificate of occupancy
-        Utility bill from a different residence, in your name dated within the last two months
-        Other comparable document establishing residency, subject to approval by your Transmission Distribution Service Provider (TDSP)
This notification also advised Mr. ****** that his account will remain on hold until we receive and process the required documents.
 
On 5/25/2014, a payment of $150.00 posted to Mr. ******’s account, satisfying the security deposit request.
 
On 5/31/2014, Mr. ****** contacted GMEC regarding the status of his enrollment request and was advised that the deposit hold had been released due to his 5/25/2014 payment of $150.00; however, GMEC representatives failed to address Mr. ******’s switch hold.
 
Because the switch hold requirements were not met, Mr. ******’s enrollment request expired on 6/22/2014.
 
On 6/25/2014, Mr. ****** contacted GMEC regarding his account status advising that his apartment complex notified him the electric service at his premise was still in their name.  At that time, a GMEC representative advised Mr. ****** that his previous enrollment request expired due switch hold requirements not being met.  Mr. ****** then agreed to enroll the electric service at **** **** ****** **** #**** effective 6/24/2014 and his request was processed.
 
On 7/28/2014, GMEC received notification that Mr. ******’s enrollment request was rejected by the TDSP due to a transactional conflict.  As a result, an additional enrollment request was processed on 7/29/2014.
 
Mr. ******’s enrollment completed on 7/29/2014.
 
Resolution
Green Mountain Energy Company regrets any inconvenience or confusion these proceedings may have caused Mr. ******.   As a result of these findings, a request has been submitted to GMEC’s Claims Department for review.  Mr. ****** will be contacted by Claims regarding his reimbursement 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
###-###-####

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ended service with Green Mountain Energy in February 2014. At the time that I called in to cancel my service, I updated my address to the new place that I was moving to so that they could send the balance of my refund to me. Several weeks after I moved, I contacted the company to inquire about the refund and the rep said it can take up to 45 days to process and reach me. I waited past the estimated date she gave me and contacted the company again. This time, they said it could be on it's way and to wait another 10 days before calling back. I waited. I called again and this person said they could see the check was sent it out but believe it was sent to my old address, which was ridiculous since I gave the new address when I first canceled. They asked if I had a mail forwarder on my mail through the post office which I did. So they said maybe it was hung up in that process and I would get it so to wait another week or so. I waited. When I still did not receive anything, I called again. This time they said it was probably lost in the mail and they would void the check and re-issue another which could take up to another 45 days. I waited. I still never received anything so I called again. They said it was issued and should make it to me in the next 10 days. I waited 26 days and never received anything. I called again today and they said the second check was mailed but didn't look like it was cashed and that it has been voided because it was never cashed! I never received it. I told them that I wanted another solution. Obviously their billing department was screwing it up. They told me all they could do was issue another check. The numbers listed for the corporate office all go back to customer service. They won't escalate the calls and there is no way to find a higher level to speak to. No one ever follows up and I've tried multiple times over the course of five months to allow the company to fix the issue. I dont believe a check has ever truly been issued and the company is ripping people off. '

Desired Settlement: I want me refund sent to me in an expedited manner, overnight. Five months is a crazy long time just for a check to be 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
Ms. ******* is disputing the time frame to receive a refund check for electric service at **** ********* #*****
 
History
Account records reflect that Ms. *******’s account # ******** migrated to GMEC’s new billing platform on March 17, 2014, establishing account #******* with a credit balance of $111.78.
 
On March 21, 2014, Ms. ******* contacted GMEC to inquire on the credit balance.  Ms. ******* was advised that the refund check would be issued by March 24, 2014 and the mailing address was updated to **** **** ****** #***.
 
On April 9, 2014, Ms. ******* contacted GMEC to inquire on the refund check.  The agent verified that the refund check had not been issue and entered a refund check dispute to research the issue.  
 
On April 22, 2014, the refund check was issued for $111.78 to the mailing address reference for the account.
 
Later that day, Ms. ******* contacted GMEC to inquire on the status of the refund check.  The agent reviewed the account and verified that the check had been issued that same day. 
 
On June 5, 2014, Ms. ******* contacted GMEC to inquire on the status of the refund check.  The agent verified that the refund check showed as issued and entered a missing refund check dispute to research the issue.  
 
On July 9, 2014, Ms. ******* contacted GMEC to inquire on the refund check.  The agent verified that the credit was showing on the account and the allow 15 days for the check to be received.
 
On August 7, 2014, Ms. ******* contacted GMEC to inquire on the status of the refund check.  The agent verified that the credit balance for $111.78 was showing on the account and a request was processed to have the refund check issue doe the account. 
 
 
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. *******.  GMEC’s records show that a refund check for $111.78 was issued out on August 11, 2014 to the mailing address of **** **** ****** #*** as provided by Ms. *******.  A message was left with Ms. ******* to verify if the refund check has been received 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
###-###-####

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,

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

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
###-###-####

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
###-###-####

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
###-###-####

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

7/26/2014 Billing/Collection Issues | Read Complaint Details
X

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
###-###-####

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

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

7/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid a $506 electric bill online, received a confirmation from Green Mountain that the payment was received and later received a disconnect notice for non-payment. When I called the company to see why this notice was issued, I was told it was because my payment had been returned. I explained that I had no record of any payment being returned particularly since my account has overdraft protection but primarily because I had plenty of money in the bank! The young woman I spoke with kept insisting that I had to just check with my bank as to why they returned the payment and that she could accept a payment over the phone but it would cost me an additional fee. Eventually after an extended back and forth with her about why I was being charged extra for a payment that my bank never rejected, I agreed to make the payment by phone because Green Mountain revoked my online payment option. I spoke with my bank and got a printed statement that proved no returned notice was ever issued from them since I had more than enough funds in my account to cover a $506 payment. I called Green Mountain twice to try to speak to a supervisor about this issue and was put on hold for 30 minutes both times before finally hanging up. I resorted to making this complaint because it appears this may be the only way to get some redress from Green Mountain Energy Company. I have been a customer for many years and prior to this conversion process, have received very good service. There seems to be a real problem with the record keeping since they converted to their new billing system and they don't seem forthcoming in admitting this. I am currently searching for another provider if this is an indication of how Green Mountain intends to treat its loyal customers.

Desired Settlement: I want the on phone payment fee refunded and I want my online privileges restored asap. I do not want to have to write paper checks nor incur extra fees because of an error on the company's part.

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
Ms. ****s is requesting to have her online payment option reinstated in addition to having a credit for the payment processing fee of $5.95 applied to her account.
 
History
On April 4, 2014, an invoice for $506.53 was sent to Ms. **** with a current balance of $136.14 and a past due amount of $370.39, with a due date of April 21, 2014.
On April 22, 2014, Ms. **** processed a payment of $506.53 via Green Mountain Energy’s (GMEC) online account management.
On April 28, 2014, GMEC received a notification that the payment of $506.53 was not honored by Ms. ****'s financial institution.  At that time, her account was assessed a returned payment fee of $25.00 and was placed on a no checks allowed status. 
 
On April 29, 2013, notification was sent to Ms. **** advising that payment of $506.53 was not honored by her financial institution and requested immediate payment to be made in order to avoid possible disconnection of electric service.  
 
On May 2, 2014, a disconnection notice of $506.53 was sent to Ms. **** due by May 12, 2014. 
 
On May 3, 2014, Ms. **** contacted GMEC and processed a payment for $506.53.
 
On May 6, 2014, Ms. **** contacted GMEC requesting to speak to a supervisor; however, while attempting to transfer Ms. ****’s call, the line disconnected.
 
Resolution
We regret that Ms. ****'s recent experience with GMEC was a negative one.  GMEC apologizes for any confusion and miscommunication Ms. **** may have experienced regarding her online payment request.  Ms. ****'s online payment option has not been removed from the account.  In addition, a $5.95 payment processing fee has been credited to Ms. ****’s account.
 
For any additional questions about this concern, please contact me at the number below. I’m available Monday through Friday from 8 a.m. to 5 p.m. 
 
***** ****
Customer Support
###-###-####

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

I am rejecting this response because: The account given by Ms. **** is not accurate. I was not disconnected when I called twice, not once to speak to a supervisor. I was put on hold and after 30 minutes the first call and 40 minutes the second call, I hung up. I spoke to her today about getting my record cleared and told her my bank was sending me a letter confirming that they never returned a payment nor did they have any record of Green Mountain contacting them about a payment. I told Ms. **** that the bank indicated that this letter could take 4-5 business days to reach me and once it comes I will fax it to her so she can see that this whole problem stems from their system not my bank account. My issue is the company seems reluctant to admit that there was an error on their end likely stemming from their conversion process and are still maintaining that the reason my payment was not accepted was because my bank returned it. I have never had a payment returned from my bank and I don't want my account reflecting this! Today she indicated that Green Mountain was "restoring your online payment privileges because you only had one payment returned and our policy is to suspend this option after two payments are returned. Since you only have one, we can resture your online payment option." [her words]. When I told her that my problem was that this never happened and that my bank was sending a letter to prove this, she repeated that my online payment privileges were being restored, an option that should never have been suspended! This is my frustration, the inability of Green Mountain to admit they are at fault which is the worst kind of customer service!

Regards,

******** ****

Consumer Response:

I am rejecting this response because: The account given by Ms. **** is not accurate. I was not disconnected when I called twice, not once to speak to a supervisor. I was put on hold and after 30 minutes the first call and 40 minutes the second call, I hung up. I spoke to her today about getting my record cleared and told her my bank was sending me a letter confirming that they never returned a payment nor did they have any record of Green Mountain contacting them about a payment. I told Ms. **** that the bank indicated that this letter could take 4-5 business days to reach me and once it comes I will fax it to her so she can see that this whole problem stems from their system not my bank account. My issue is the company seems reluctant to admit that there was an error on their end likely stemming from their conversion process and are still maintaining that the reason my payment was not accepted was because my bank returned it. I have never had a payment returned from my bank and I don't want my account reflecting this! Today she indicated that Green Mountain was "restoring your online payment privileges because you only had one payment returned and our policy is to suspend this option after two payments are returned. Since you only have one, we can resture your online payment option." [her words]. When I told her that my problem was that this never happened and that my bank was sending a letter to prove this, she repeated that my online payment privileges were being restored, an option that should never have been suspended! This is my frustration, the inability of Green Mountain to admit they are at fault which is the worst kind of customer service!


Regards,

Business Response: Green Mountain Energy Company’s Response to BBB Case #******** Rebuttal
 
Although Ms. **** is understandably concerned about the reported information outlining her returned payment, GMEC has notified Ms. **** of the account status in accordance with her Terms of Service.
 
On July 15, 2014, a request was submitted to GMEC’s Remittance Processing Department to confirm the reason for the April 28, 2014 returned payment amount of $506.53.
 
On July 16, 2014, a response was received advising that the April 28, 2014 returned payment amount of $506.53 was returned under the reason ‘Unable to Locate Account.’      
 
GMEC offers multiple channels for our customers to process payments to their electric service accounts.  The method in which Ms. **** utilized to process her payment, GMEC’s Online Account Management (OAM), requires that customers self-identify themselves through the use of a customer determined username and password.  GMEC does not have access to customer financial information entered through their OAM account and can only process payments based on the information provided once a request has been submitted online.
 
Based on a review of Ms. ****’s account, it is likely that the incorrect payment information was entered through OAM.  When GMEC presented the payment request to Ms. ****’s financial institution, the account payment information did not match their account records, unfortunately leaving the financial institution to not honor our payment request.
 
At this time, a disconnect request fee of $25.00, a reconnect request fee of $15.00 and a late payment penalty of $6.81 have been credited to Ms. ****’s account as a courtesy. 
 
We are unable to honor Ms. ****’s request to remove the returned payment history from the account.
 
GMEC values our customers and appreciates the opportunity to review Ms. ****’s concerns.
 
******* ********
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,

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

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

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
###-###-####

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

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

7/16/2014 Advertising/Sales Issues | Read Complaint Details
X

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,

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

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

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
###-###-####

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

6/24/2014 Billing/Collection Issues | Read Complaint Details
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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
###-###-####

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
###-###-####

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
###-###-####

6/24/2014 Delivery Issues | Read Complaint Details
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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
###-###-####

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

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

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

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

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

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

**** ******

6/6/2014 Problems with Product/Service | Read Complaint Details
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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
###-###-####

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

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

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

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

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

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

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

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

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,

**** *******

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

Complaint: I was looking for a new electric provider & saw Green Mountain at the local ***. I ask them what their rates were & other info. I was interested but informed them that my contract with my current provider would be up in 2 weeks. They gave me a pamphet with the Green Mountain's info & wrote his name "****** ****" , his # ********", " May 8" (the day my contract ends with my current electric company). He wrote "1 800 761 4303 Ext: 16248- ELI". I was suppose to call this 800 number on the 8th of May to make the switch. They wrote down my info & I went home. 5 days later I get a letter informing of the switch. I called "###-###-####" the number on this letter for Green Mountain & it would ring a few times & hang up. I got the pamphet they gave me onthe 24th of April & called the 866 number listed inside. After 23 minutes I spoke to someone just to be transfered & be put on hold again for another 18 minutes. I finally spoke with Juan ID# ****** & explain everything again. I told him I hadn't made the call to switch electric companies & wasn't planning on doing so til the 8th of May because I didn't want to pay a early termination fee. He said he was sending a email to get me back with my electric company & that Green Mountain was NOT going to charge me a early termination fee. I asked him why Green Mountain would even bring up the "early termination fee" if I had never Switched over!!. He told me I wasn't the only person this happened to. I would love it if they investigated these people the kids hand the people's info to. They are the ones jumping the gun & signing people up ahead of time & causing alot of headaches. Thank you & feel free to call me @ ###-###-####.

Desired Settlement: Get the wrong people out of there & get people hired that aren't so desperate for business or commision.

Business Response: Green Mountain Energy Company’s Response to BBB Case #********
 
At Green Mountain Energy Company (GMEC), we take complaints very seriously.  We always appreciate hearing from our customers and want to ensure their concerns are addressed.  Please see below for a summary of our findings:
 
Issue
Ms. ****** states that her electric service account at ** **** ****** was switched to Green Mountain Energy prior to her requested switch date.
 
History
On April 24, 2014, an online request was received from Ms. ****** to switch the electric service at ** **** ****** effective the next meter read date and her request was processed. 
 
Ms. ******’s switch to GMEC completed effective April 24, 2014.
 
On April 28, 2014, Ms. ****** contacted GMEC and advised that her service was not supposed to switch to GMEC until after May 8, 2014 in order to avoid being assessed a cancellation fee from her current provider.  At that time, a request was processed to investigate Ms. ******’s account.
 
On April 29, 2014, a request was sent through to retail market requesting for the previous retail electric provider (REP) to regain the electric service at ** **** ******.
 
On April 30, 2014, a GMEC representative confirmed the closure of Ms. ******’s account effective April 29, 2014 and processed a request to credit the invoiced charges from April 24, 2014 through April 29, 2014.
 
On May 1, 2014, a corrected final invoice for $0.00 was sent for the billing period of April 24, 2014 through April 29, 2014 with an adjustment credit of $54.21 and current electricity charges of $54.21.
 
Resolution
GMEC regrets any inconvenience these proceedings may have caused Ms. ******.  Although it was anticipated that some issues such as a higher call volume might occur during the process of the system conversion, Green Mountain Energy Company has taken every precaution to make sure that our transition to a new billing platform goes smoothly and with the least amount of customer impact as possible.
 
While Ms. ****** intended to have her electric service at ** **** ****** switched to GMEC after May 8, 2014, a review of her account determined that her online switch request was requested to be processed within the next 7 business days.  Ms. ******’s account has not been assessed a cancellation fee.  Additionally, the invoiced charges assessed to Ms. ******’s account from April 24, 2014 through April 29, 2014 have been credited.
 
Ms. ******’s concerns regarding the Green Mountain storefront representative have been addressed.
 
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 are taking partial responsibility, but I read alot of excuses. A lady from Green Mountain Called me today & apologized for everything but she didn't mention me requesting a online switch, because it never happened! The email I just read mentions me swithing online twice. First under the HISTORY it read "On April 24th 2014 an online request from Ms. ****** to switch....". Then under the RESOLUTION 2nd paragraph reads "her online switch request was requested to be processed within the next 7 days...". I NEVER have contacted Green Mountain online & the only time I dialed them by phone was to complain about the letter I received informing of my switch to their Company, this was on the 28th of April at night. I'm happy everything was resolved but I don't give them any credit, I spend alot time on the phone with my previous company explaining & fixing things. Overall Green Mountain can come up with excuses about everything but I would like to know where they got that I made a Online Request to them for anything. They have business Hungry people processing people before they can switch themselves. I will be calling Crystal with the phone number on the bottom of the email I just read  to see if she can tell me about my "Online Request".

Regards,

***** ******

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,

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


?

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

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,
******** ******

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

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,

***** ******

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

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,

* **********

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,

****** *****

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

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

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,

**** *****

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

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

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

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

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

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

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

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

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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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,
********* ****

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,
******** ******

4/4/2014 Billing/Collection Issues | Read Complaint Details
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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. 
 
******* ******** ******** *******
************

4/3/2014 Billing/Collection Issues | Read Complaint Details
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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, ******** *****


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

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

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

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