Business Profile

Electric Companies

Verde Energy USA Texas, LLC

Headquarters

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Complaints

This profile includes complaints for Verde Energy USA Texas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Verde Energy to receive a refund for the excess generation of power that they received from my solar panels. The excess amount was 703 kWh. I was notified of this excess by ************ via their meter readings. Verde Energy denies their responsibility, stating that the refund should be from ***. Verde supplies my Energy whereas PPL simply delivers it. I feel that Verde has stolen this free power generation from me and I want a refund for the excess electric produced by my solar panels.
Business Response
Date: 06/05/2025
To Whom This May Concern:
We appreciate the opportunity to address the concerns raised by **** **** ***** in BBB Case Number ********. Verde Energy ********* ("Verde") provides the following response.
Upon receiving the BBB notice regarding *** ****** concerns, Verde Energy conducted a thorough internal review of her account.
Our review determined that there was an over-generation of 703 kilowatt-hours for the service period of February 12, 2025, to May 13, 2025. Verde honored the net metering provisions for this period; accordingly, the invoices for these months reflected no charges for supply services. As a result, the invoices were zeroed out, and no supply charges were billed to *** **************** note that under Verdes standard net metering policy, we do not provide monetary credit or payments for excess generation. Instead, we zero out the invoice when generation offsets usage. Verdes Terms and Conditions require customers to notify the company if a generation system is installed at the service address. To date, Verde has not received such notification from *** *****.
Despite the absence of this required notice, Verde did not issue supply charges because the customers meter showed no net usage during the relevant period. This was the case even though Verde incurred costs to deliver electricity during times when *** ****** generation system was not producing electricity (such as at night). Verdes net metering program does not include provisions for payments for excess generation, and such payments are not mandated by applicable regulations.
Furthermore, when a customer discontinues *********************** supply services, the company is not obligated to credit or refund any remaining excess generation tracked by the local utility that was not used in prior billing cycles.
However, in the interest of resolving this matter amicably, Verde Energy will issue a goodwill refund in the amount of $70.30. *** ***** should expect to receive a check for this amount via U.S. Mail within the next 21 business days. The check will be mailed to: ****************************************. We recommend *** ***** look for an envelope with the return address: P.O. *********************** 77242.
Lastly, on May 27, Verde received a cancellation request from PPL, terminating ******************* supply account with ********************** effective May 30.
We trust this response clarifies the matter. Verde remains committed to delivering fair and transparent service to all our customers.
Best regards,

****** ********
Regulatory Specialist
O: ************
****************************************************;
********************************************************************************************************** | ****************************************************

Customer Answer
Date: 06/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:05/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 16, 2025, a Verde Energy representative came to my door and asked to check my Con ****** ****. I assumed it was for verification. He then claimed I could get a 20% discount and asked for my personal information: name, email, phone number, and Con ****** account. After inputting my details into his phone, I received a text message with a link, which he didnt explain clearlyjust said hed get to that, and immediately initiated the *** (third-party verification) process without informing me that it was a contract to switch energy ************ 8:10 PM that evening, I received an official enrollment confirmation email from Verde Energy, which included the full contract for the first time. After reviewing the Terms and Conditions, I realized the rates were not favorable at all and the entire sales pitch was ************* 8:20 PM, I tried to call Verde Energy to cancel, but they were closed for the weekend. On reviewing the document, I noticed a Right of Rescission clause stating I had 3 calendar days to cancel. I immediately emailed Verde customer service to request cancellation within the rescission period.I believe this enrollment was obtained through deceptive sales practices and request that my contract be voided and canceled with no penalties or further action.
Business Response
Date: 05/23/2025
To Whom This May Concern:
We appreciate the opportunity to address the concerns Cher **** brought before the BBB. Verde Energy *********s (Verde) provides the below response to BBB Case Number 23346167.
Upon receipt of the BBB notice concerning ************** Verde Energy conducted a thorough review of the matter.
Our records indicate that on May 16, 2025, Ms. **** authorized the enrollment of her electric and gas supply services with Verde Energy through a Door-to-Door sales representative affiliated with our third-party vendor, ************* & ****************
As part of the enrollment process:
Ms. **** completed a Third-Party Verification (TPV) call in which she affirmed her understanding and authorization to switch both her electric and gas services to Verde Energy. (Audio file attached)
She also completed a Mobile Web Electronic TPV (ETPV). This process includes a secure link sent to the customers personal device, which contains a series of verification questions. Ms. **** provided affirmative responses indicating her understanding and agreement to the terms of service and the enrollment. (Mobile Web TPV attached)
Verde Energy does not tolerate any misleading or deceptive sales practices. We hold our representatives to high standards, and all agents are trained to accurately represent our services. In light of Ms. ***** concerns, this matter has been referred to our ************************ for further review and agent retraining, if appropriate.
On May 19, 2025, Ms. **** contacted Verde to cancel both the electric and gas enrollments. We promptly submitted cancellation requests. The gas enrollment has been successfully rescinded, and we are currently awaiting final confirmation from ********** regarding the electric service cancellation. We confirm that no early termination fees will apply.
Efforts were made to contact Ms. **** directly to address her concerns:
A voicemail message with direct contact information was left on May 20, 2025.
A follow-up call on May 23, 2025, also went unanswered.
Based on the verification steps completed, Verde Energy finds that Ms. ***** enrollment was properly authorized. However, in recognition of her concerns, her service address and phone number have been added to our internal Do Not Contact list to prevent any future marketing outreach.
Accordingly, based on the findings of our investigation, no billing adjustments or reimbursements are warranted.
Please feel free to contact us if additional information or documentation is required.
Best regards,

****** ********
Regulatory Specialist
O: ************
****************************************************;
********************************************************************************************************** | ****************************************************
Initial Complaint
Date:04/04/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 13, 2025 I signed up for electric with this company. I received a confirmation and did a screen shot of it. About a week passed and I never received anything from them, so I contacted them. They then told me that it didn't go through. I sent them a screen shot of the confirmation page and the cost page from the pa power switch site. I was told I had to sign up again but the price had gone up by then. It not only went up with them but all of the companies' prices went up. If I hadn't gotten a confirmation page, I would have known it didn't go through and could have re-signed up with them or another company at the lower rates. They could have offered to put me in the plan I signed up for but didn't. I lost money now on my electric bill because I had to sign up with another company at a higher price! I think they should have to refund me the difference!
Business Response
Date: 04/17/2025
To Whom This May Concern:
This is Verde Energy *********s (Verde)response to BBB Complaint Number 23159883.
Upon receipt of the BBBs notice, **** Rauenzahns concerns were reviewed by the Company. During our review, we found that ************ enrolled his electric service with Verde via the Web. The enrollment was for a 4-month plan at a fixed rate of $0.0949/kWh. We are continuing our review of the enrollment to make a final determination on his claims; however,if Mr. ********* is interested in enrolling on that rate, please have him contact me as noted below and I will assist with the enrollment.
In order to hold the rate for his enrollment,we request that he let us know by Thursday, April 24th, 2025, as we may not be able to hold the rate indefinitely.
We apologize for any inconvenience this may have caused.
Please let us know if you have additional questions or concerns.
Best regards,

***** *******
Regulatory Specialist
O: ************
*****************************************************
********************************************************************************************************* | ****************************************************
Customer Answer
Date: 04/26/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I have already signed up for another company. I wasn't given much time to respond to the offer. I would like the difference between what I signed up for with Verde and the company I signed up with. Their price is 0.102711. I have time into shopping again when it should have been done the week prior. I also lost with the company that I was with. The reason I was shopping for a new company is because they were raising their price. Because this didn't go through I was charge a high price for that week's time until I signed up with the company for the 0.10 price. I lost over $10 for just that week. I am willing to submit my electric bills for the months that this would have been in effect with Verde.

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

Business Response
Date: 05/14/2025
This is Verde Energy USA, Inc.s (Verde) follow-up response to BBB Complaint Number 23159883.

We appreciate Mr. ********** continued communication and took the time to thoroughly review the details of his enrollment.

************ submitted an online enrollment request for a 4-month fixed rate plan at $0.0949/kWh. He provided a screenshot showing a message that stated Your enrollment is pending, which we understand he interpreted as confirmation.However, that message indicated that the enrollment request had been received but was still subject to processing. Ultimately, the enrollment was not successful, and our system generated and sent the attached notice to ************ which stated:
"Thank you for your interest in Verde Energy! This letter is in response to your recent attempt to enroll with us for your Electric supply service.Unfortunately, we are unable to enroll your account."

When Mr. ********* reached out, we acknowledged that no enrollment occurred and, as a gesture of goodwill, offered to honor the original plan rate if he responded by April 24, 2025. In his reply, he indicated interest but also mentioned he needed time to review his current providers contract and cancellation fees terms. We did not receive confirmation from Mr. ********* until after the stated deadline, at which point he informed us that he had already committed to another supplier and was unable to switch.

As no enrollment was completed and no service was rendered by Verde, we are unable to honor his request for a rate reimbursement for electricity used through another provider. To accommodate Mr. ********** we will provide a prepaid gift card in the amount of $20, which will be mailed within the next 6 weeks to the address of: **************************************. The gift card will arrive in a white envelope with the return address of: *************** P.O. *****************************

We remain committed to providing quality service to our customers and appreciate the opportunity to address this matter.

Best regards,
Customer Answer
Date: 05/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:03/20/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company made promises of having my gas bill go down a significant amount but I only saw an extreme increase in my monthly bill
Business Response
Date: 04/01/2025
Good afternoon,

Please find Verde Energy USA, Inc.s (Verde) response to BBB Case Number 23092556.

****SEE ATTACHED****

Best regards,
Initial Complaint
Date:07/06/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They keep CALLING ME TO REDO MY BUSINESS PLAN 21TIMES A MONTH I RECORDED ALL OF IT
Business Response
Date: 07/18/2024
To Whom This May Concern:
This is Verde Energy *********s (Verde) response to BBB Complaint Number 21949132.
Upon receipt of the BBBs notice, Caglar *********** concerns were reviewed by the Company. We understand that Mr. ********** filed a complaint alleging that Verde has called him multiple times. Verde provides the below in response Mr. *********** claims.

Verde denies the allegations made by Mr. ***************** In fact, our records show that Mr. ********** contacted Verdes ************* multiple times to re-enroll for services. The calls placed by Verde were in response his contacting the Company requesting supply service. Mr. ********** was a customer with ********************** from 2015 when, on his own, he electronically enrolled for energy supply services with Verde. *************** supply service remained with Verde through to May 28, 2024, when his local utility notified Verde that his account was no longer eligible to be served by the Company because his account was a participant in an energy assistance program (EAP). Upon notice from the utility, on May 24, 2024, Verde sent Mr. ********** a notice to inform him that Verde would no longer be able to be his energy service company (****).

To provide background as to why Mr. ********** is no longer eligible for service with Verde, in 2016, the ********************************** (***), the state regulator for New York utilities prohibited ESCOs, such as Verde, from serving customers who were participants in ********************** assistance programs. Following the implementation of the **** 2016 Order, EAP participants were returned to the energy supply of their local utilities, and future EAP participants were required to be returned to the local utility upon the ***** receipt of its customers participation in such programs.

Verde complied with the **** Order when it sent the May 24, 2024, notice to Mr. ***************** Despite the notice, Mr. ********** made multiple efforts to re-enroll with the Companys energy supply services. Following each attempt, his enrollment was not processed. His ultimate last date of receiving supply service from Verde was July 12, 2024. His account has been added to the Companys Do Not Contact List and he will be properly advised should he make future attempts to enroll.

Verde anticipates that the above resolves Mr. *********** concerns and will close this matter. Please let us know if you have additional questions.

Best regards,

***** *******
Regulatory Specialist
O: ************
************************************************
********************************************************************************************************* | ****************************************************
Customer Answer
Date: 07/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. They are FREE to call me Now,that I LEARNED who did this,I apoLogize.I shouLd directed my compLaint towards the ***********************************
ACCEPTING ****** ***** as MY ALMIGHTY SAVIOUR,thanking HIM for meeting HER ,SELENAQUINTANILLA several times throughout the 1980s & Mid 1990s because she did a myriad to HELP me,I do not mind VERDE contacting me,but had people hacking my accounts,pretending to be VERDE,even pretending. to be **** am going to see if I can get these orders LIFTED because NYS is so oppressive,but every state has their pros and cons.

[Provide details of why you are not satisfied with this resolution.]
Regards,****** **** Singletary

Business Response
Date: 07/29/2024

Good morning,

Wed like to confirm that Mr. *********** last date of receiving supply service from Verde was July 12, 2024, and his contact information has been added to the Company's Do Not Contact List.

Verde anticipates that the above resolves Mr. ************ concerns and will close this matter.

Thank you,

Customer Answer
Date: 08/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
********************************** (***),is who I compLaint against

[Provide details of why you are not satisfied with this resolution.]

Regards,****** **** Singletary

Business Response
Date: 08/08/2024

Good afternoon,

We confirm that Verde has responded to all of Mr. ************ concerns. As such, we ask that the BBB close this matter.

Thank you,
Initial Complaint
Date:06/17/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received my ********************** bill in May 2024 and noticed an extra charge of *****. I called ********************** to dispute the charge and determine where it came from. They couldn't do anything and told me to contact Verde Energy. I contacted Verde Energy and after telling them I never signed up for their services they agreed to send out a $25.00 gift card to cover the extra charge and cancel my services with them. They never sent out the gift card (which didn't cover the entire $***** anyway). Fast forward to today, I have another charge of $40.80 from them on my electric bill. I called them and they still couldn't give me answers it was supposed to be canceled and now it's even more added to my electric bill that I can't afford. So now a total of $***** that I had to pay for that I never even signed up for for May. Now I have $40.80 added to my electric bill for June and I can't afford it but I can't get my services cut off. This is harsh because I never signed up for this service and I am forced to pay something against my will.
Business Response
Date: 07/01/2024
To Whom This May Concern:
This is Verde Energy *********s (Verde) response to BBB Complaint Number 21861737.
Upon receipt of the BBBs notice, ************ concerns were reviewed by the Company. During our review, we found that on March 4, 2024, Jvonna **** enrolled her electric service to Verde via a Web Broker. The account was enrolled onto a 12-month plan with a fixed rate of a ***** cents/kWh. Our records show that the account became active on April 9, 2024.

On May 13, 2024,Ms. **** contacted Verde indicating that she was scammed and that she had requested to cancel the service within 24 hours of signing up but still received electric charges from Verde. She was informed that there was no cancellation or notes in our system, but a supervisor approved a $25 Gift Card as a courtesy. Ms. **** was then informed that her account was enrolled in March by a Third-Party Web Broker, not in May. On this same date, a cancellation request transaction was received from the utility with the effective drop date of June 7, 2024.

Based on the information provided, our records indicate that your electricity supply services were enrolled with Verde Energy via a Web Broker by the name of Arbor, a subsidiary of Energy Agent ***************, registered with the New Jersey Board of Board of ***************** Verde will continue to work with Arbor. In the meantime, to amicable resolve and close this matter,Verde will provide you with a rate adjustment for charges above your utility during the period of time you were served by Verde. Ms. **** can expect to receive a refund in the form of a **** Gift Card within the next 4-6 weeks.

Lastly, the account has been terminated with Verde since June 7, 2024.
Best regards,

***** *******
Regulatory Specialist
O: ************
******************************************************
********************************************************************************************************* | ****************************************************

Customer Answer
Date: 07/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Verde Energy was the energy supplier to my house. Apparently my contract expired with them and I didn't receive any notificatons. They increased my rates from about 9 cents a KWH to about 21 cents a KWH. My account was setup on auto pay, so I didn't notice the rate increase until I recently was reviewing finances for the last few months and saw my electric bill the last few months was over $1,000 month and as high as $ *****. I tried to speak with Verde and they offered me a $25 gift card. A supervisor then offered me a $75 gift card when I was paying more than double what I should have been. Verde claims they sent mail to my house to notifiy me, but my property doesn't get mail or have a PO Box (its in the mountains), so it would've been rejected and sent back to them. They made no effort to email me or call me to inform me of this rate hike. I offered to sign up with a new contract if they could credit me back the significant overages, but they ********** complaint is that they did this rate hike without proper notifications. I asked the supervisor what they would do if they were in my shoes, and the response was they would just remember when the contract expires. In todays day/age, that is not a feasible response. There are many contracts with many differnet companies that you have to maintain.I would like to be reimbursed for the rate hike overages without proper notification. This was pure price gouging.
Business Response
Date: 05/06/2024
To Whom This May Concern:

This is Verde Energy *********s (Verde)response to BBB Complaint Number 21598193.
Thank you for bringing **** ****** concerns to our attention.

Upon receipt of the BBB notice, Mr. ****** concerns were thoroughly reviewed by the Company. During our review, we found that on July 18, 2023, **** ***** authorized the electric enrollment to Verde via a Web Broker. The account was enrolled onto a 6-month plan at a fixed rate of 9.49 cents/kWh. Our records indicate that the enrollment was accepted by the utility with the effective start date of July 26, 2023. (Enrollment Confirmation & Welcome Letter attached)

On December 5, 2023, Major mailed a notice informing ******** of his upcoming expiration date of January 25, 2024. The notice indicated that if Mr. ***** did not renew his plan before the contract expired, he would automatically be moved to a month-to-month variable rate until he signed up for another fixed rate plan.

On December 26, 2023, a second Options Notice was sent to ******** to inform him of his contract expiration date and a summary of the plan the account would default to if no action was taken. Our records do not indicate that any action was taken; therefore, the fixed rate plan expired, and the account continued onto the Month-to-Month variable rate plan as advised in the notices.

On January 8, 2024, and January 18, 2024, Verde received returned mail for the notices sent on December 5, 2023, and December 26, 2023,as such, calls were made to the number on file of **********; however, there was no answer and voicemails were left.

On April 25, 2024, Verde received a cancellation request transaction from the utility with the effective drop date of April 30, 2024.

Based on the information provided, wed like to confirm that the account was properly enrolled and notified of the upcoming contract expiring, however, the mail was returned. As a courtesy, Verde will complete a rate adjustment at the utilitys rate for the service period of February ****** to April 30, 2024. Once the calculations are completed, a refund will be sent via check. We ask that Mr. ***** confirms the mailing address where the check may be sent to.

Best regards,

***** *******
Regulatory Specialist
O: ************
******************************************************
********************************************************************************************************* | ****************************************************
Initial Complaint
Date:03/25/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today 3/25/2024 I received an email from Verde Energy source stating the terms of my agreement for signing up with the company. I never signed up for anything with them. I dint even know how they got my email address. The Agreement was electronically "signed" today at 4:55 pm it states. I was at work. So that is impossible. I just want them to take me off whatever they signed me up for and not to charge me for anything. This is fraud and it needs to be stopped.
Business Response
Date: 04/09/2024
To Whom This May Concern:

This is Verde Energy *********s (Verde) response to BBB Complaint Number 21485753.
Thank you for bringing ***** ******* concerns to our attention.

Upon receipt of the BBB notice, Ms. ******* concerns were thoroughly reviewed by the Company. During our review, we found that on March 25, 2024, ***** ****** authorized the electric enrollment to Verde via a Web Broker. The account was enrolled onto a 12-month plan at a fixed rate of ***** cents/kWh. Our records indicate that the enrollment was accepted by the utility with the effective start date of April 18, 2024. (Welcome Letter attached)

On this same date, March 25, 2024,Verde received an email from Ms. ****** indicating that she received an email confirmation,and she did not authorize the enrollment. On this same date, Verde rescinded the enrollment.

Although Ms. ******* claims that she did not authorize the enrollment, we confirm that the enrollment was initiated by a third-party web broker, however, Verde was able to rescind the enrollment and Ms. ******* account will not become active with Verde.

Please let me know if you have additional questions or concerns.
Best regards,

Perla ************** Regulatory Specialist
*************************************************
*********************************************************************************************************

Customer Answer
Date: 04/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:03/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*************** Officer Verde Energy USA Texas, LLC is liable for a breach of fiduciary duty and misappropriation of trust funds. It has come to my attention that there have been significant violations of antitrust laws in the handling of these funds, indicating a profound failure in oversight and responsibility. The mismanagement of KERESHEs account constitutes a breach of fiduciary duty, a fundamental obligation that you and Verde Energy USA Texas, LLC owe to your clients. As a fiduciary, you are expected to act in the best interests of the client, with the utmost care, loyalty, and diligence. However, your actions have clearly deviated from these principles, resulting in financial harm and loss of trust. Furthermore, the misappropriation of trust funds, which are meant to be safeguarded and utilized for the benefit of the client, is a grave violation of ethical and legal standards. Your role as the *************** Officer demands a high level of integrity and ethical conduct, yet your actions have betrayed this trust, causing irreparable damage to both the client and the reputation of Verde Energy USA Texas, LLC. In addition, the antitrust law violations associated with the mismanagement of KERESHE ******* account are deeply concerning and cannot be overlooked. Such violations not only jeopardize fair competition but also undermine the integrity of the financial system as a whole. It is imperative that immediate action is taken to rectify these egregious breaches of duty and to mitigate any further harm. I demand that you provide a comprehensive account of the actions taken regarding KERESHE ******* account, including a detailed explanation of the mismanagement and a plan for restitution. Failure to address these issues promptly and adequately will leave me with no choice but to pursue legal recourse to protect the interests of KERESHE ***** and hold those responsible accountable for their actions.I expect a response to this notice within three days [3 days].
Business Response
Date: 03/19/2024
To Whom This May Concern:

This is Verde Energy *********s (Verde) response to BBB Complaint Number 21378329.
Thank you for bringing Kereshe ****** concerns to our attention.

Upon receipt of the BBB notice, Ms. ****** concerns were reviewed by the Company.After thorough research, we were unable to locate an account with the information provided. Its important to clarify that the screenshots provided reflect charges from TXU Energy, not Verde.

To assist Ms. ***** effectively, we kindly request that she provides a copy of her invoice reflecting Verde as her electric provider.

Please let us know if you have additional questions or concerns.

Best regards,

Perla *******
Regulatory Specialist
O: ************
************************************************
********************************************************************************************************* | ****************************************************
Initial Complaint
Date:01/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received two letters from Verde Energy, letting me know that my fixed-rate contract expired with them on 12/19/23 and that I would be put on another rate if I did not renew. I renewed my contract for $0.08 per *** on 12/19/23 on their online portal. In November, I received a call from one of their representatives telling me that if I did not renew by 12/19/23 that my rate would not be as low. They NEVER said it would be $0.20 per KWH. I let him know that I would be looking at prices of other providers and if I found theirs was comparable that I would renew online. He said he would give me a call two weeks later. I never received the call. However, I did renew online on 12/19/23. My account updated with my new information and showed a 3-month, fixed-rate contract that expired on 3/20/24. The next month, my electric bill increased by almost 300% which is crazy because I locked in a new rate.When I called into customer service, they kept saying that had no record of my renewal even though I sent them proof of it. They just kept saying, "The system didn't log anything." I was charged WAY more than I normally am. They offered me a $50 gift card and a higher rate of $0.09 per KWH if I stayed with them. I told them I would stay with them if they sent me a gift card for they amount they overcharged instead. The woman I spoke to would not work with me on this, and she was the fourth person I talked to about this and a supervisor. There is a reason why Verde Energy has one star. They'll probably leave a reply justifying their terrible customer service and glitchy system. But this large of an increase in energy rates is just astronomical. Especially when I see ************** and Gas is $0.06 per KWH right now. DO NOT trust this company and DO NOT switch your energy provider over to them. Unless I receive the refund for the charges that should not have been charged to my account in the first place, I will continue to tell people on all platforms NOT to use them.
Business Response
Date: 02/07/2024
To Whom This May Concern:
This is Verde Energy *********s (Verde) response to BBB Complaint Number 21204196.
Thank you for bringing ***** ******** concerns to our attention.
Upon receipt of the BBBs notice, ***** ******** concerns were reviewed by Verde. During our review we found that on June 14, 2023, Ms. ******* authorized to enroll her electric service with Verde via online enrollment. On June 20, 2023, the electric service account enrolled onto *********************** Green Choice 6 plan at the 12-month fixed rate of 7.79 cents/kWh.

On October 27, 2023, Verde sent the attached Contract Expiration notice informing Ms. ******* of her upcoming fixed rate expiration date of December 19th. Again, on November 16th and on November 19th, the Company notified Ms. ******* of her upcoming expiration date along with the rate her service would automatically roll onto as of December 20th.

We are currently reviewing any online enrollment submitted by Ms. ******** As an act of good faith, the Company will adjust its charges billed from 12/21/2023 - her most recent billing cycle to the previous contract rate of 7.79 cents/kWh. Within the next 4-6 weeks she should anticipate receiving her refund in the form of a Pre-paid **** card via **** mail at the mailing address of *************************************** To ensure his refund is not overlooked, the card will be enclosed within an envelope with the return address of: *************** P.O. ********************************** If the customer is interested in another fixed rate plan, please advise her to contact us at [CONTACT INFORMATION].

At any time, Ms. ******* may shop Verdes rates and re-enroll her services. We are sure this will resolve Ms. ******** concerns.

Best regards,

****** ******** | Regulatory Specialist
************************************************
Tel: ************
**********************************************************************************************************

Customer Answer
Date: 02/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me as long as the company follows through and I receive the pre-paid **** card within 4-6 weeks. I will follow up here again if I do not receive the gift card.

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Verde Energy USA Texas, LLC is NOT a BBB Accredited Business.