We Energies

Mr [redacted] called us on 10/21/to establish service in his personal name at [redacted] as of the following day, 10/From that point until he called to close the account on 2/3/he contacted us several times to discuss usage and payment arrangement options, but our records do not show that he asked to change the account into a business name during any of those conversations When he called to close the account on 2/3/he indicated he had been out of the country since 10/16/and said his manager was supposed to be paying the bills but had notHe indicated he wanted to close the account but was not able to make any payment at that timeHe also said he could not provide a forwarding address for the final bill because he was staying with a friend, so the final bill was sent to the service address The rep he was speaking with advised him to call after receiving it to establish a deferred payment arrangement We billed Mr [redacted] for service because he provided his name when he opened the account, and we did not receive a request to bill a different entity at any time while the account was openWe closed Mr [redacted] ’s account as of the day he called to request that we stop billing him, and he is responsible for service used up to that dateIf he had an agreement with his manager regarding bill payment and that agreement was not kept, he must pursue that person for compensation Mr [redacted] ’s final account balance is over $4,and has been past-due since 2/25/This has been reported to the credit bureaus and referred to a collection agencyThe credit report is accurate and will not be changed, and we would encourage Mr [redacted] to work with the collection agency to establish payment arrangements for the amount owed [redacted] We Energies Customer Assistance

The Budget Billing program at We Energies is designed to even out the cost of energy over the course of a 12-month period to help customers manage fluctuations in energy usage from season to seasonIt is particularly helpful in a climate like Wisconsin’s where we can experience very high winter bills and much lower bills in the spring, summer, and fall The plan works by finding a Budget amount, or average bill, at the address in question, and then billing the customer that amount each month regardless of the actual usageThe idea is that if a customer uses $ one month, and $the next, his budget amount would be $100/month for that period because he used $in total With that in mind it is important to remember that the Budget plan is not a savings plan; customers on Budget Billing pay exactly the same amount over a 12-month period as customers not on Budget – the amounts are just spread out differentlyAt the end of each Budget year a “settlement bill” is issued, and any amount used above or below the Budget amount comes forwardSometimes this is a credit, and sometimes a debit, but the goal is to have the 12th-month settlement amount be as close to zero as possible Sometimes, because of weather differences or changes in household energy consumption, the Budget amount calculated at the beginning of a year may not accurately reflect the actual usage in the coming yearTo account for this, we review all Budget settlement balances after six months This allows us to adjust the budget amount for the last six months of the budget year to account for higher or lower than expected usage For example, if a customer’s budget is set at $10/month, but for the first six months his actual usage is $20/month, it means he has used $in service but only paid $This means that for the second half of the budget year we not only have to assume a $20/month average, we also have to account for the $extra from the first six monthsSo, moving forward, we have: $20/month expected usage + $10/month ma= $30/month budget amount for the remaining six months of the year And it works the opposite way as well: customers who use less than expected are adjusted to a lower budget amount for the second half of their budget year It is important to remember that the Budget plan is designed to even out over the course of a full 12-month periodIf the budget plan is cancelled before months have been billed, any difference between what has been used and what has been paid comes forward at that timeBudget Billing can be cancelled either by customer request, or if payments fall behind by more than one month Mr [redacted] called us on 12/31/to request enrollment in Budget BillingAt that time the average gas bill for his address over the previous months was $70, so we established Budget Billing at $70/month beginning with the bill issued 1/14/For comparison, he was billed $on the Budget plan for that month, but his actual usage was $ Mr [redacted] paid $70/month for the next six months, through the bill issued on 6/12/At that time we reviewed his budget and determined that his consumption was much higher than expected (as he notes, likely because of the very cold winter)He had used $more than he had paid for at that point, and we determined that his budget needed to be increased to $159/month for the remaining months to avoid a large settlement balance at the end of his budget yearA note with this information was included on the 6/12/bill Mr [redacted] called in August to request that we lock his gas meter because he was no longer using service, but he confirmed he would still be living at the propertyHe was advised that service would not be locked in those circumstances, but that he would not be billed for gas if he did not use anyHis budget plan, of course, would continue Based on his usage, we must assume Mr***’s only gas appliance is his furnace, because no gas consumption registers in the summer monthsAs noted above, however, Budget Billing is designed to even out over the course of an entire year, so payments must continue even during times of little or no usageMr [redacted] did not pay his July or August Budget amounts of $159, so his Budget plan was terminated with his September billAt that time his settlement balance – mostly from the high usage the previous winter – came forward, for a bill that totaled $ We regret that Mr [redacted] seems to have misunderstood how the budget plan works, but must note that he requested enrollment in the plan in January of 2013, and his bill each month after that included information showing what he had paid compared to what he was actually usingAs of today, November 20th, we have still received no payment from Mr [redacted] since his June payment that posted 7/3/14, and would encourage him to contact our collections department at ###-###-#### to establish a deferred payment arrangement to avoid collection action on his account [redacted] We Energies Customer Assistance

Ms [redacted] alerted our Customer Service Department to the discrepancy on her credit report on 3/18, the same day she filed this concern with the Revdex.comThe rep she spoke with called her back on 3/and advised we have not reported her name or social security number as associated with the address in question, and that the credit bureau(s) must have linked her name with the wrong credit informationThis was not a reporting error on the part of We Energies, and Ms [redacted] has followed the correct path by opening a dispute with the credit bureau

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below None of my questions or concerns were addressed in the complaint that I sent to the business or the Revdex.com I don't recall asking what was said in the telephone conversationAfter discussing this extensively, I'm asking that my concerns be addressed at this time.Unfortunately, after reviewing my schedule, I will not be able on April 17th and the service will need to be rescheduled at my convenience Regards, [redacted] ***

A deferred payment arrangement, or DPA, is an agreement in which a customer with a past due balance agrees to make a down payment and then pay a portion of the past due amount each month plus her current charges by the due date of each month’s bill In exchange for the customer establishing a DPA, we agree to not report the remainder of the unpaid balance as past due as long as the terms of the arrangement are kept In her inquiry to the Revdex.com Ms [redacted] writes, “their justification is that I broke the payment agreement that I had set up therefore the entire amount of the payment agreement becomes due and is considered delinquent.” That statement is correct: the agreement into which she entered was that we would not report her arrears as past due as long as she made the requested payments by their due datesWhen the payment she agreed to make on 10/did not post to her account by that date, Ms [redacted] had broken the terms of the DPABecause of this, her arrears were subsequently reported as past due [redacted] We Energies Customer Assistance

WHY is my WE Energies bill $50 more this March than it was last year 2018? I live in a small apartment and don't know why this is.

Mr***’s new service was established by the management for his new
residence on 9/29/14. Per phone records
we never received a call from Mr*** to stop service at the 113th
St property. In fact Mr***’s billing
responsibility ended only when a new tenant called to
establish service as of 2/01/
With receipt of the final billing Mr*** called on 2/13/stating
he had moved out months earlierThe consultant explained that with a call from
the prior owner confirming his move out date and accepting responsibility for
service the final bill could be adjusted.
However, Mr*** felt this was not his responsibility and declined to
contact his prior landlord and requested a supervisor
A supervisor spoke to Mr*** informing him that the consultant would
attempt to contact the property owner to confirm his move out date. Mr*** was still not satisfied, stating
the bill should just be cancelled since he had service at another address. However, during the course of the conversation
Mr*** did also admit that he was at both addresses for a couple of weeks
On 2/the consultant was able to speak with the property management,
confirming his responsibility ended as of 11/30/14, and a readjusted final bill
was issued. An outbound call was made to
Mr*** on 2/to inform him that an adjusted bill would be issued, however,
there was no response and a voice message was left informing that the billing
would be adjusted Final balance owing
is $

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As previously stated, the terms and conditions of the payment plan were not clearly communicated to me prior to agreeing to the plan; therefore, I could not make an informed decision regarding the payment plan, not knowing the exact terms I will admit that now, after I have a day late mark on my credit report, I am aware of the terms and conditions of the payment plan I'm rejecting this response because in my opinion, my credit report is still incorrect, and there is no fair resolution to this issue.Also, as previously stated, I look forward to working with the credit bureaus, the Consumer Financial Protection Bureau, the Wisconsin Department of Financial Institutions, and a consumer protection attorney, if necessary, to help me resolve this issue What's most unfortunate is the fact that WE Energies is a monopoly and consumers like myself who are 100% dissatisfied, don't even have another option to choose from for energy service
Regards,
*** ***

I was contacted by we-energies that my electrical meter needed to be updated. I scheduled them to come over between 8am and noon. They never showed up. Even though I confirmed the time they now said that they never got the information. But they had everything else. They then said after not showing up at all that they could rush someone out in a few hours. I scheduled this days in advance, and I verified the schedule of 8 am and noon. They have no concept of using a half day of earned vacation that could not even be enjoyed. They wanted to reschedule it for the same time next week. I don't care if the old meter falls off of the wall. They can work on my schedule or it wont get changed. The customer service stinks. the woman was rude and tried to blame the mistake on me. They them some how found that I did call in and verify everything. She said is their anything that I can do to make it right? I said yes, pay me for my wasted day. They refused. They have no problem cashing your checks on time but cannot show up to an appointment that they scheduled. I will give the gas portion an A+ and the electrical an F--. I wish that I could take my business to another provider.

By being made aware of the fact that Mr. [redacted] is using a wood burning
stove as a secondary source for heating their home, and that they are burning a
larger quantity of wood this heating season, this could result in lower gas
consumption.  His account has been noted with
this information and per Mr. [redacted]’s request the meter exchange appointment scheduled
for April 17th has been cancelled.
 
Should Mr. [redacted] have any future concerns regarding his gas billing he
can speak with customer service representatives who are available 24 hours a
day 7 days a week at ###-###-####.

As previously stated, Ms. [redacted] did not keep the terms of the agreed upon deferred payment arrangement and her account credit history has been accurately reported. [redacted]We Energies Customer Assistance

Ms. [redacted] alerted our Customer Service Department to the discrepancy on her credit report on 3/18, the same day she filed this concern with the Revdex.com. The rep she spoke with called her back on 3/19 and advised we have not reported her name or social security number as associated with the address in...

question, and that the credit bureau(s) must have linked her name with the wrong credit information. This was not a reporting error on the part of We Energies, and Ms. [redacted] has followed the correct path by opening a dispute with the credit bureau.

Timeline:
 
11/24/14 – Bill issued for $234.67, due date: 12/15/14.
 
                No
payment received.
 
12/30/14 – Bill issued for $564.32, $234.67 of which was
past-due, due date: 1/21/15.
 
                No
payment received.
 
1/30/15 – Past-due balance reported to credit bureau.
 
 
If Mr. [redacted] can provide a record of payment(s)
submitted between 11/24/14 and 1/29/15 we would be happy to review the
information. If he cannot provide proof of payment during that timeframe, the
information we submitted to the credit bureau was correct and will not be
changed.
 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Sorry, burden of proof is on the creditor.Didn't you not read and comprehend the law, [redacted]?I will go ahead and file the complaints and see you in court!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]So We Energies is not going to
take responsibility????  Someone needs to!!!  The company who
made the insulator for the pole???? So they have unpredictable equipment operating out in the field???? This was not negligence on my part and I
am told to claim this under my homeowners insurance so they can raise my rates.
I DON’T think so. The utility surge rules are extremely unfair. The laws are written in such a way
to protect the company.I am completely dissatisfied and
unfortunately am stuck with this utility company.
I will take this matter further.
Regards,
[redacted]

Mr. [redacted] called us on 10/21/08 to establish service in
his personal name at [redacted] as of the following day, 10/22. From
that point until he called to close the account on 2/3/10 he contacted us
several times to discuss usage and payment arrangement options, but our records
do...

not show that he asked to change the account into a business name during any
of those conversations.
 
When he called to close the account on 2/3/10 he
indicated he had been out of the country since 10/16/09 and said his manager
was supposed to be paying the bills but had not. He indicated he wanted to
close the account but was not able to make any payment at that time. He also
said he could not provide a forwarding address for the final bill because he
was staying with a friend, so the final bill was sent to the service address.
The rep he was speaking with advised him to call after receiving it to
establish a deferred payment arrangement.
 
We billed Mr. [redacted] for service because he provided his
name when he opened the account, and we did not receive a request to bill a
different entity at any time while the account was open. We closed Mr. [redacted]’s
account as of the day he called to request that we stop billing him, and he is
responsible for service used up to that date. If he had an agreement with his
manager regarding bill payment and that agreement was not kept, he must pursue
that person for compensation.
 
Mr. [redacted]’s final account balance is over $4,700 and
has been past-due since 2/25/10. This has been reported to the credit bureaus
and referred to a collection agency. The credit report is accurate and will not
be changed, and we would encourage Mr. [redacted] to work with the collection
agency to establish payment arrangements for the amount owed.
 
 
[redacted]
We Energies Customer Assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
None of my questions or concerns were addressed in the complaint that I sent to the business or the Revdex.com.  I don't recall asking what was said in the telephone conversation. After discussing this extensively, I'm asking that my concerns be addressed at this time.Unfortunately, after reviewing my schedule, I will not be able on April 17th and the service will need to be rescheduled at my convenience. 
Regards,
[redacted]

We have mailed paper bills to Mr. [redacted] each month
since he started service on 5/30/13. At no time has a bill been returned to us
by the post office as undeliverable, including during the recent period when
the account became past due. If he is having problems with mail delivery...

we
recommend that Mr. [redacted] contact the post office.
 
As he notes in his inquiry to the Revdex.com, Mr. [redacted] is
also enrolled in online billing with We Energies. When his new bill is
available for viewing each month he is sent an email notification, and he has also
requested to be sent a reminder email five days prior to his due date. The
email address we have on file is the same one Mr. [redacted] provided to the
Revdex.com on 2/6/15, and he has not notified us of any change.
 
On 11/25/14 Mr. [redacted] was sent an email notifying him
that his 11/24 bill was available for viewing. A review of his account login
information shows that Mr. [redacted]’s login and password were used later that
day to access and view the new bill, which had a due date of 12/15. A due date reminder
email was sent on 12/10, but no payment was received for that month.
 
On 12/31/14 Mr. [redacted] was sent an email notifying him
that his 12/30 bill was available for viewing. A review of his account login
information shows that Mr. [redacted]’s login and password were used later that
day to access and view the new bill, which had a due date of 1/21. A due date reminder
email was sent on 1/16, but no payment was received for that month.
 
On 1/31/15 Mr. [redacted] was sent an email notifying him
that his 1/30 bill was available for viewing. A notification indicating the
credit bureau had been notified of the past due balance was included with that
bill. A review of his account login information shows that Mr. [redacted]’s
login and password were used later that day to access and view the new bill. It
was during this access session that Mr. [redacted] scheduled payment for the
past due amount of $569.96, which posted on 2/2. A payment for the remaining
balance was scheduled on 2/6 and posted that same day.
 
 
During the time period in question Mr. [redacted] was
mailed paper bills that were not returned to us by the post office; his login
and password were used to access his online account during the months he says
he did not receive paper bills; and reminder emails were sent five days prior to
each of the payment due dates. Mr. [redacted] was provided proper bill notification
but did not remit payment or call for payment arrangements. Based on this
information, his account status was correctly reported to the credit bureaus
and the reports will not be changed.
 
 
[redacted]
We Energies Customer Assistance

The Budget Billing program at We Energies is designed to
even out the cost of energy over the course of a 12-month period to help
customers manage fluctuations in energy usage from season to season. It is
particularly helpful in a climate like Wisconsin’s where we can experience very
high winter...

bills and much lower bills in the spring, summer, and fall.
 
The plan works by finding a Budget amount, or average
bill, at the address in question, and then billing the customer that amount each
month regardless of the actual usage. The idea is that if a customer uses $50
one month, and $150 the next, his budget amount would be $100/month for that
period because he used $200 in total. 
With that in mind it is important to remember that the Budget plan is
not a savings plan; customers on Budget Billing pay exactly the same amount
over a 12-month period as customers not on Budget – the amounts are just spread
out differently. At the end of each Budget year a “settlement bill” is issued,
and any amount used above or below the Budget amount comes forward. Sometimes
this is a credit, and sometimes a debit, but the goal is to have the 12th-month
settlement amount be as close to zero as possible.
 
Sometimes, because of weather differences or changes in
household energy consumption, the Budget amount calculated at the beginning of
a year may not accurately reflect the actual usage in the coming year. To
account for this, we review all Budget settlement balances after six months.
This allows us to adjust the budget amount for the last six months of the
budget year to account for higher or lower than expected usage.
 
For example, if a customer’s budget is set at $10/month,
but for the first six months his actual usage is $20/month, it means he has
used $120 in service but only paid $60. This means that for the second half of
the budget year we not only have to assume a $20/month average, we also have to
account for the $60 extra from the first six months. So, moving forward, we
have: $20/month expected usage + $10/month make-up = $30/month budget amount
for the remaining six months of the year. 
And it works the opposite way as well: customers who use less than
expected are adjusted to a lower budget amount for the second half of their budget
year.
 
It is important to remember that the Budget plan is
designed to even out over the course of a full 12-month period. If the budget
plan is cancelled before 12 months have been billed, any difference between
what has been used and what has been paid comes forward at that time. Budget Billing
can be cancelled either by customer request, or if payments fall behind by more
than one month.
 
Mr. [redacted] called us on 12/31/13 to request enrollment in
Budget Billing. At that time the average gas bill for his address over the
previous 24 months was $70, so we established Budget Billing at $70/month
beginning with the bill issued 1/14/14. For comparison, he was billed $70 on
the Budget plan for that month, but his actual usage was $242.65.
 
Mr. [redacted] paid $70/month for the next six months, through
the bill issued on 6/12/14. At that time we reviewed his budget and determined
that his consumption was much higher than expected (as he notes, likely because
of the very cold winter). He had used $699.58 more than he had paid for at that
point, and we determined that his budget needed to be increased to $159/month
for the remaining 6 months to avoid a large settlement balance at the end of
his budget year. A note with this information was included on the 6/12/14 bill.
 
Mr. [redacted] called in August to request that we lock his gas
meter because he was no longer using service, but he confirmed he would still
be living at the property. He was advised that service would not be locked in
those circumstances, but that he would not be billed for gas if he did not use
any. His budget plan, of course, would continue.
 
Based on his usage, we must assume Mr. [redacted]’s only gas
appliance is his furnace, because no gas consumption registers in the summer
months. As noted above, however, Budget Billing is designed to even out over
the course of an entire year, so payments must continue even during times of
little or no usage. Mr. [redacted] did not pay his July or August Budget amounts of
$159, so his Budget plan was terminated with his September bill. At that time his
settlement balance – mostly from the high usage the previous winter – came
forward, for a bill that totaled $730.81.
 
We regret that Mr. [redacted] seems to have misunderstood how
the budget plan works, but must note that he requested enrollment in the plan in
January of 2013, and his bill each month after that included information showing
what he had paid compared to what he was actually using. As of today, November
20th, we have still received no payment from Mr. [redacted] since his June
payment that posted 7/3/14, and would encourage him to contact our collections
department at ###-###-#### to establish a deferred payment arrangement to
avoid collection action on his account.
 
 
[redacted]
We Energies Customer Assistance