Disconnect Reviews

“  I have had Green Mountain Energy service for 2 years and 3 months. At the establishment of my account I requested to be placed on their budget billing. For the duration of my account with them, I have ALWAYS paid my bill in full on or before the due date. At the end of the first 12 months, I was surprised with a bill that was 4 times my expected budget bill (at Christmas time). In spite of my perfect payment record, they refused to extend the due date, although I had never been warned, other than in fine print, that the budget bill would be reconciled at the end of the term. Okay, so I paid that by the due date to prevent disconnection. My mistake was beginning another term with them. They did adjust the amount of the budget plan so that it was more reflective of my usage. Fast forward another 12 months and this time at the end of the term, I received a CREDIT bill showing a credit of $254. Of course, based on prior experience, my assumption was that due to the budget billing adjustment and my conservation efforts that I had actually paid for more than I used. I did call them to see if that was an accurate assumption and was surprised to find out that no, there had been an operations error in their system and that corrected bills would be sent out within two weeks. In two weeks, I received a bill that was close to my expected budget payment. However, one week later, I received an additional bill that was twice my expected budget bill. It was due one week after the first bill. After spending 45 minutes on the phone with customer service and a supervisor, despite this having been a Green Mountain error and despite my perfect payment history, they refused to spread the additional amount due out and would only offer a two week extension. Obviously, that means I am stuck either paying a double bill this month or next month. They said that because I was already benefiting from budget billing that their system would not allow them to place me on any sort of a payment plan for the additional amount billed. In other words, they offer no flexibility in payments, regardless of your history with them or the fact that their own error created a financial hardship for "valued" customers. I will be paying off my balance and switching companies as soon as possible. I know that other companies offer green electric products and better customer experiences. I recommend that you think twice about choosing Green Mountain as your provider, and if you do, think even harder and read every bit of fine print before you choose to request "budget" billing with them. ”

“  I can admit that their customer service is great. I always get an answer when I call. I am very big on customer service. Their pricing is ridiculous!!!!! When I called to get answers, the ladies and gentlemen were really nice but were never on the same accord as to where and why I was getting the bill I was getting. Ive been sent a bill twice a month four times. I will be disconnecting with them and moving to a better company. ”

“  I called to have my power disconnected because I was moving. They confirmed the cancellation date. I continued to be billed past the cancellation date. I called customer service, spoke with three different agents, and then finally a supervisor. (2 different phone calls, total wait time and call time over 30 minutes) The supervisor then went and pulled the phone call from when I initially called to cancel service (HA! Unbelievable). She came back on the phone and confirmed that I actually did call to cancel service. She then put me on a 10+ minute hold to "recalculate" my prorated bill. When she came back, she apologized, and then asked me to hold again so they could calculate the appropriate taxes. After being on hold for long periods, and calling multiple times, they reduced my bill to the correct amount (something that any reputable company would have done in 5 minutes the first time I called with the first agent!). I don't write reviews. The only reason I decided to do this is because of the condescending attitude of the agents I spoke with. They repeated themselves over and over stating "again sir, you should have called back to confirm your cancellation." What? After they confirmed the initial cancellation, why would I call back to ask for confirmation again? And they repeated "Again, sir... you should have called back to confirm everything." Wow. I couldn't believe what I was hearing so asked to speak to a supervisor multiple time. After almost an hour and 2 phone calls over a two day period, my bill was reduced by $30... probably not even worth it. Unfortunately for Green Mountain, I will not be using their service again... ”