Airzip Internet Inc

02/24/15:13:EST *** W*** (BW***) CUSTOMER INFORMATION *** E *** / ***/ *** *** DR GLADWIN Dates of Service: 02/12/- Present RELEVANT ACCOUNT INFORMATION - The January bill was $488.33, billed at 3,kWhs - Prior Similar Electric Use
Billing Cycle Dates Use (kWhs) 02/07/2015 03/10/2015 2,12/10/2016 01/12/2017 2,- The bill was paid in full on 02/06/ CUSTOMER CONTACT SUMMARY - *** *** spoke with Mr*** on 02/16/at approx1:PM - We did discuss Energy Use Details and where he can find that on the CE website- Using this tool, we talked about increases in his usage that coincide with a decrease in temperatures- When asked he stated, that he is not using any supplemental heating, such as space heaters- I also mentioned to him that there was usage showing in the early morning hours that was the same or higher than his mid-day usage- When asked, he stated he had no other questions SUMMARY OF RESOLUTION - High Bill Concerns Resolution: *** spoke with Mr*** about the causes of the use, i.eweather, heating, etc. He also pointed out that the electric usage tends to go up during the early morning hours, which should be investigated further by the customer. Mr*** had no further questions regarding his concerns MPSC Complaint closed 02/16/ Tell us why here

01/03/16:04:EST *** * *** (***)12/28/15:04:EST *** * *** (***)CUSTOMER INFORMATION: *** *** / *** *** *** *** *** ** ***Dates of Service: N/ACUSTOMER CONTACT SUMMARY12/28/2017: I called *** *** at *** at
3:PM and left a voicemail referencing his inquiry and requesting that he contact me back to address his concerns.01/02/11:11:EST *** * *** (***)01/02/2018: I called *** *** at *** at 11:AM and spoke with *** *** about his concernsI asked to leave a message with her requesting that he contact me back and provided her with my contact informationMs*** provided me with Mr***'s cell phone number and thanked me for the phone callWe ended our conversationI called *** *** at *** at 11:AM and left a voicemail referencing his inquiry and requesting that he contact me back to address his concerns.01/02/12:44:EST *** * *** (***)I received a return phone call from *** *** around 12:PM and we spoke about his concernsI explained to him that the request to turn in Personal Identification documents was a security measure for his benefit as a customerI told him that, due to a previous instance of meter tampering/Theft at the property, anybody requesting services at this address would be required to turn in these documents (photo ID, lease/purchase agreement, proof of Social Security number) to verify their identity.Mr*** understood this and expressed that his concerns and frustrations were based around his treatment by *** (the Theft investigator assigned to his case)He stated that he'd sent his information in 3-times - I advised him that, per the investigation notes, *** had received a purchase agreement (11/20/2017) and a copy of his photo ID (12/27/2017) which is documented as "hard to make out" (photo could not be seen)I explained that what was needed in order to accept the request to create an account/start services was the proof of his Social Security numberI said that this is what has caused the delaywith the services being reconnected as we have no record of it being sent.I apologized for the frustration and informed him that he could either have the information notarized and faxed in again (and I would credit his account - once activated - in light of customer service for the notary cost) or turn the information in directly to a Consumers Energy Direct Payment OfficeMr*** stated that he would have the information notarized and sent in by his lawyerI provided him with the fax number for the office and asked that he call me once it was faxed so that I could have the information verified and the services reconnected as soon as possible.I also offered to review the outstanding balance that had been paid off to see if any charges had been from six or more years agoI explained that, though we would want the charges to be paid and could still submit them to a collection agency, anything over six years old would not be required to be paid as a condition of serviceMr*** stated that he was fine with paying off the debt and that he was not asking for any money to be refunded to him.I asked him if he had any additional concerns that he'd like to address and he stated that he did notHe was satisfied with the resolution and we ended our conversation.01/03/2018: I called *** *** at *** at 4:PM and we spoke about his concernsAs a follto our conversation yesterday, I stated that I had yet to receive a phone call from him confirming that proof of his Social Security number had been faxed to meHe stated that he had worked late and would be sending it in either today or tomorrow,01/04/I confirmed with him that I should expect a phone call from him once the information is faxed so that I can pick it up and have it reviewed immediatelyMr*** thanked me for the folland we ended our conversation.01/04/08:25:EST *** * *** (***)RELEVANT ACCOUNT INFORMATION- I have documented the accounts and information related to the complaint chronologically:01/11/2017: The services at *** *** *** had been disconnected for non-payment on 01/11/underneath *** *** (Business Partner #***, #***, 01/07/2016-03/19/2017).02/28/2017: *** *** in the Customer Billing department sent a tip to our Revenue Assurance department of suspected unauthorized use detailing the following: "Services were turned off on 01/11/with a read of '3862.' There were no reconnects scheduled by Consumers Energy and the current read from 02/23/is '4008.'04/20/2017: An "Investigate Theft" order was created for *** *** *** ***#***: *** ***, *** *** *** Eastpointe Dates of Service: 05/19/2017-07/05/201705/19/2017: A person identifying as "*** ***" contacted our Customer Service department and spoke with *** ***, a representative in the Royal Oak contact centerShe requested to start services in Mr***'s nameDue to an open Theft/unauthorized use investigation at the address from a previous customer, Personal Identification Documentation (PID) was requested to be turned in to verify Mr***'s identification.05/22/2017: Mr*** contacted our Customer Service department and spoke with a representativeHe requested to close his account at *** *** ** *** *** (***, 06/01/2016-05/30/- this account had been started via a Web Moon Consumers Energy's website)The representative created a reconnect order for the gas service.05/23/2017: *** ***, a Gas service worker, found the gas on at arrival.05/31/2017: A Condition of Service letter was sent stating that services would be temporarily left on under the condition that Mr*** turned in his PID to validate his identity.07/05/2017: The services were disconnected due to Mr***'s failure to turn in his PIDThe account was closed and final-billed.07/19/2017: ***, the Theft investigator assigned to the address, documented the following: "I checked Mr***'s Social Security number via Experian and it pulled up someone named *** ***Upon further investigation, I found an existing Business Partner number in our system for *** *** (#***), who owed an outstanding balance of $from a previous account (#***, *** *** ** ***)I checked the email address on file (***), which belongs to an *** *** (not ***)She owes an outstanding balance of $1,from a previous account (#***, *** *** ** ***)."#***: *** ***, *** *** ** *** Dates of Service: 10/14/2011-04/26/2012DUNNING HISTORY DATE NOTICE AMOUNT01/17/Mail Turn-Off Notice $82.7301/23/Mid-Cycle Phone Call $82.7301/30/Turn-Off Phone Call $82.7301/31/Mail Intent Notice $82.7302/16/Mail Turn-Off Notice $291.2002/20/Mid-Cycle Phone Call $291.2002/27/Turn-Off Phone Call $291.2002/28/Mail Intent Notice $291.2003/21/Mail Turn-Off Notice $453.1603/26/Mid-Cycle Phone Call $367.1604/02/Turn-Off Phone Call $367.1604/03/Mail Intent Notice $367.1604/09/Review for Disconnect $367.16PAYMENT HISTORY DATE AMOUNT METHOD01/10/$Authorized Pay Station (APS)02/01/$APS Payment03/12/$APS Payment03/24/$APS Payment11/17/$APS PaymentFINAL BALANCE: $(prior to payment on 11/17/2017)11/17/2017: Mr*** contacted our Customer Service department and spoke with *** ***, a representative in our Grand Rapids contact center, and attempted to start an account and reconnect the gas services in his nameThe correct Business Partner was pulled up (#***) and the request was denied due to his past due balance of $from his previous account.- Mr*** made this payment later that dayAt 1:PM, Mr*** contacted our Customer Service department and spoke with *** ***, a representative in our Alma contact centerShe transferred the call to *** advised Mr*** that "***" had originally requested the services to be placed in his named on 05/19/and no PID had been turned inShe also informed him that the Social Security number provided had been incorrectMr*** indicated that he would send his information in today and *** advised him of the 3-business day review timeframe.*** received a land contract verifying that Mr*** had purchased the home on 05/19/No photo ID or proof of his Social Security number was provided.12/09/2017: A Condition of Service letter was mailed out requesting that PID be turned in for approval of service and verification of identity.12/27/2017: *** documented that she received a photo ID from Mr*** issued 08/22/with *** *** *** Eastpointe as the addressIt is documented that it was notarized, but she was unable to see the photoNo proof of Social Security number had been providedAt 1:PM, *** contacted Mr*** and reminded him that we had not received proof of his Social Security numberThe call was disconnected by Mr***.12/28/2017: ***, the Theft supervisor, contacted Mr*** and informed him that we still needed to verify his Social Security number.SUMMARY OF RESOLUTIONWHY ARE WE REFUSING TO TURN THE GAS ON: Mr*** had failed to turn in sufficient PID to verify his identity per our requirements with an open Theft investigationARE WE BILLING THE CUSTOMER WITH GAS STILL NOT TURNED ON: NoThere is no active account in Mr***'s name for *** *** *** ***AGE OF BILL CUSTOMER CLAIMS TO HAVE RECENTLY PAID: The final balance of $from #*** (*** *** ** ***) was due 05/21/WHAT DOES CUSTOMER HAVE TO DO TO HAVE GAS TURNED ON: Mr*** understands that he must either have a notarized copy of his Social Security number faxed/emailed to me or turn in proof of his Social Security number at a Consumers Energy officeOnce I receive this and have it verified, I will create an account and reconnect the gas services.COMPLAINT CLOSED: 01/02/

[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

09/07/11:33:BRIAN WMORGAN (BWMORGAN)I left a message for Ms*** on 09/07/at 11:AM, at phonenumber 616-805-7374.09/07/15:11:BRIAN WMORGAN (BWMORGAN)Mr*** called back on 09/07/at 3:PMHe explained they aredoing nothing different in the home compared to last year, they arerunning the same A/C units.I explained in July 2015, in Grand Rapids, there were days of degreeplus weatherThis year in July, there were days of degree plusweather.He also informed me that he had an electrician out today and theelectrician found a ground fault then repaired itI explained a groundfault can/will allow electricity to constantly run through the meter.Mr*** still wanted to have the meter tested to verify the accuracy ofit.He also wants to opt-out of the upgraded (smart) meter.I setup meter test order #for 09/09/between & 12.I'm going to wait to send an email to the smart energy group until afterthe meter test to verify it's working accurately.09/15/14:16:BRIAN WMORGAN (BWMORGAN)Meter Test ResultsHeavy Load: 100.2Light Load: 100.6Overall %: 100.28The meter technician also noted how the customer informed the meter techabout how an electrician found a ground faultThe meter tech alsosuggested now that the fault was found and fixed, it should lower thecustomer's bill.I have mailed a Certification of Meter Test along with a letter forclosure:September 15, 2016*** ***W Main StIonia, MI 48846-1904Account Number: ***Dear Ms***,You'll be pleased to know we've had a chance to look into an inquiryplaced with the Michigan Agency for Energy and the Revdex.com.I understand this inquiry is regarding the electric meter at your home.The electric meter at your home was tested on September 9, The testresults show the meter is working accurately at 100.28%Your metertested inside the accuracy standards of the Michigan Agency for Energy'soperating guidelines.Please let us know if you would still like to opt out of the smart meterprogramIf you choose to opt out, you will be charged for theinstallation of a digital meter and there will be a monthly chargeassociated with this.Please give *** a call if have any further questions; her direct line is517-374-2374.Thank you,Brian MorganCustomer Care Representativecc Revdex.comComplaint Closed 9/15/2016Tell us why here

02/05/13:15:*** A*** (JA***)*** K ***CA# ***728*** ** *** *** ** *** MI 49092-9767I have remarked the account.Dates of service: 09/15/- present.Current account balance: $1356.10Customer is currently on the Shut-off Protection Plan (SPP) for$324.00/mo.Customer was
on the budget plan for $83.00/mountil Jan16, 2016.Estimated meter reading history:Month Reason for estimateOctNot attemptedOctNot attemptedNovDogDecDogmonth payment history:Posting Date Payment Amount01/15/83.00-12/11/83.00-11/13/83.00-09/25/166.00-08/06/83.00-06/29/83.00-0...⇄ A*** (JA***)I'm sending the following email to Mr***'s email address:Dear Mr***,I#m pleased to let you know that we've received your concerns regardingthe estimated billing for *** ** * *** *** *** , MI from the EasternRevdex.comBecause our customers are important to us, we'vetaken your concerns seriously and are reviewing the accountI will be intouch with you when my review is complete.Thank you for your patience and understanding while I work to resolve yourconcerns.Respectfully,*** A***Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####***.***@cmsenergy.com02/10/16:23:*** A*** (JA***)4:pm - I called ###-###-#### and received a message indicating that thevoicemail box was fullUnable to leave a message.The account is notated that it is okay to speak to Mr***.Further review of the account shows that the customer enrolled in SPP(Shut-off Protection Plan) in January for $83.00/mo(incorrectlystated above as the budget plan) This amount was calculated based on theprevious year's account history at this address and the customer's balanceat the time of enrollment ($370.89)It appears that the home was vacantprior to Ms*** moving in.SPP is an month program with the payment amount remaining the same forthe first months and then adjusted for the final months based on theaccount balanceThe goal of the program is to have the customer caught upand current at the end of the months.While on SPP, monthly bills showed actual usage, and the actual accountbalanceThe estimated billings did not have anything to do with thechange in the SPP payment amount.I am sending the following letter to Mr***:February 10, 2016*** K*** *** ** *** *** ***, MI 49092-9767Account Number: ***728Dear Ms***,I#m pleased to let you know that we've received your concerns regardingyour meter reading and billing for *** ** *** *** *** ***, MI fromthe Eastern Revdex.comBecause our customers are importantto us, we've taken your concerns seriously and have reviewed your account.Since the service here was placed into your name at this address inSeptember 2014, there have only been four estimated meter readsTwomonths were estimated due to meter reader absence, and the last twoestimates, the meter reader indicated that a dog prevented them fromgetting a reading.Your estimated meter readings were not the cause of your large balance andthe increase in your monthly payment amountWhen you enrolled in theShut-off Protection Plan (SPP), the monthly payment amount calculated foryou to pay was based on your account balance at the time of enrollment andthe usage history for the prior months at this address.It appears that before you moved in to the property, it was vacant withminimal usage, so the monthly payment amount you were billed under SPP wassignificantly less than your monthly energy usage hereEach month, yourbill showed your actual energy usage, the actual billed amount, and youractual account balance.When you enrolled in SPP, a letter explaining the program was sent to you.After months at the initial payment amount, the account was reviewedand a new payment amount calculated with the goal of bringing the accountto a zero balance at the end of the full months of the program.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,*** ***Customer Care Representative###-###-####Tell us why here

01/04/10:44:EST *** * *** (***)CUSTOMER INFORMATION: *** * *** / *** *** ** ** *** *** ** ***Dates of Service: 03/21/- 01/20/2013RELEVANT ACCOUNT INFORMATIONPayment HistoryDate Amount05/21/$20.0007/17/$100.0008/09/$100.0008/27/
$200.0008/30/$68.0009/24/$168.0011/12/$41.6112/14/$164.00- Per a note on 08/07/on *** ***'s account: Utility places *** *** at *** *** *** ** ** *** since 02/26/per Westlaw ClearAccurint places *** at *** *** *** ** ** *** from February to June ***'s balance was incurred from 12/10/to 05/31/*** and *** both currently reside at 3** *** ** *** *** has proof of valid transfer if needed.- The final balance of $was transferred from ***'s account at *** *** *** ** ** to ***'s account at *** *** ** ** on 08/07/2012.- The final balance of $1,for services through 01/20/2017, originally due 02/18/2013, will need to be paid prior to service being placed in his name.- Ms*** *** placed service at *** *** ** ** in her name as of 01/21/2017, so it appears she took the service over to avoid having to pay Mr***' balance.CUSTOMER CONTACT SUMMARY01/04/| 9:AM- I contacted Mr*** on 01/04/at 616-427-to discuss his disputeWe discussed at length about how the balance of $was transferred from ***'s account to his account and I explained that because we can verify they were living together at both addresses (which he admitted), we can hold him responsible for her balance.- Additionally, since he did not keep up with his monthly payments on the Shut-Off Protection Plan, he allowed his balance to continue to accrue up to $1,for service through 01/20/Mr*** stated he could not provide information stating he was living elsewhere because he did live with Ms***With that being said, he didn't believe he should have to pay this balanceWe discussed the multiple cases of name-switching between himself and ***, which he admitted, and wanted to know why we didn't transfer his balance to ***'s accountI told Mr*** that we cannot investigate every individual that places services in their name to ensure no prior account holders are living togetherRegardless, that does not change the amount that he currently owes.- Mr*** continued to disagree with the billed amount, claiming he was given several different dollar amounts for his final balance by prior representativesI told him that I'm unsure of what was discussed in prior calls and that I'm providing him with accurate informationI offered to send him an itemized statement so he can review the payments and charges on his own, which he accepted.- I told Mr*** that if he's unable to pay this balance, he should seek assistance through *** *** *** *** by calling ***He said he would look into legal aidI provided my contact information in case he needed to reach me again.SUMMARY OF RESOLUTION- Mr*** does not have documentation to dispute the transferred balance from *** ***'s account, which is a valid transfer as both individuals were living together at the time it was accrued.- Mr*** will need to pay his current balance of $1,before services can be placed in his name.- Sent itemized statement to Mr*** for his recordsCustomer concerns have been addressed.Complaint closed

04/02/12:21:EST *** W*** (BW***)CUSTOMER INFORMATION*** *** / / *** *** ** BLOOMFIELDDates of Service: N/ACUSTOMER CONTACT SUMMARY- Attempted to reach Ms*** on 04/02/at 12:PM, at phone number###-###-####- There was no answering service to leave a
message- Assigned to *** ***, *** ***, and *** ***04/04/07:57:EST *** W*** (BW***)- I have sent a request for the CEM Complaints group to acknowledge theyreceived this complaint and information on who they assigned it to04/10/12:26:EST *** W*** (BW***)- Spoke with *** ***, CEM lead on 04/10/at approx12:PM- He said he was going to look into this further and would get back to mewith an update in a little bit04/11/09:21:EST *** W*** (BW***)- *** provided this complaint to *** ***, who delegated itto *** *** for resolution on 04/11/201804/13/07:33:EST *** W*** (BW***)- Sent a request for resolution to *** *** and *** ***04/13/10:19:EST *** W*** (BW***)- *** provided the following information to resolve the inquiry:Ms*** called in to have gas meter set at their residenceCE askedthe customer to send back a scoping document to let us know the load inthe home so we could let the Tech know what size gas meter to set.The process is to give the customer a timeline to give the scopingback and if we do not receive the document back by then we close thenotification and send communication to the customer letting them know thatwe have done this.I contacted the customer on 4/13/@ 9:AM, customer stated that shemade multiple calls to *** *** Jrwithout a returned call and that washer biggest concern.Her job is being handled by *** *** now and customer stateseverything is going well and was very appreciative that we reached out toher to help herI have contacted *** to see what the issue was and heis stating that he did not get these messages that she left, so I amlooking into see if there is anything wrong with his phone system.Customer also stated that she put in two complaints, one to MPSC and oneto Revdex.com and let me know that the complaint would be resolved for both withthe phone call I made to her.If the scoping document is returned today, we plan on having the gas meterset no later than 04/20/2018.SUMMARY OF RESOLUTION- Address getting gas meter installedResolution: Ms*** is being assisted by *** to have her gas meterinstalled*** has sent a scoping document to figure out what sizemeter is necessary for this addressWe are waiting on this to bereturned so that we can move forward.- Address communication for lack ofResolution: *** *** has spoken with the prior repthat was workingwith Ms***The prior repsaid that he didn't receive any of Ms.***'s messagesHe will be working with our IT department to see ifthere's an issue with the phone system.- Completion DateResolution: If CE receives the scoping document today, we should be ableto have the meter installed by the end of next week (04/20/2018), if notsooner.MAE Complaint closed 04/13/

01/03/15:16:EST *** C *** (***)*** *** / 4909*** * *** *** ** Ann Arbor MI 48105-9645Dates of Service: 11/10/- PresentI contacted Mr*** at ###-###-#### on 01/03/at 3:PM todiscuss the concerns he submitted to the Michigan Agency for
Energyregarding the Customer Attachment ProgramI told him that I would bereaching out directly to the department that handles that program toaddress this with him further, as they would be able to answer hisquestions more conciselyI also provided him with my contact informationand explained that he could reach out to me with any additional questionsbefore he hears back if needed.- I've forwarded this inquiry to *** and *** in Energy Delivery for aresolution.01/06/08:47:EST *** C *** (***)***, a team lead in the Customer Attachment Program, provided aresolution for this inquiryHe contacted Mr*** on 01/04/and01/05/2017, but was unable to reach him.As a result, *** sent an email to ***@gmail.com on01/05/with the following letter along with additional informationregarding the Customer Attachment Program:*** *** ** *** *** ***Ann Arbor MI 48105Mr***,In regards to your recent M.P.S.Ccomplaint I have included the followingattachments for your review:Original program billing information from previous ownerPlease seedisclosure responsibility of sellerApplication for financed natural gas servicePlease see highlightedline item and referencing financing charge as well as seller and buyerresponsibilityRealtor disclosure statement line item referring to outstandingutility assessments or fees including natural gas main extensionsurchargesM.P.S.Ctariff language C8.C Payment of Customer Contribution ashighlighted.Per the above attachments it is the seller's responsibility to fullydisclose to the Real Estate agent and/or buyer full details regarding anyassessments and/or financing chargesAdditionally, our records indicatethat on 9/13/Consumer Energy provided a copy upon your request of theterms of the CAP surchargeWe are mandated to collect the surchargeaccording to our tariff language and will not be able to adjust yourcurrent billing and exclude the interest as requestedIf you feel youwere not properly disclosed the information upon your purchase, I wouldencourage you to speak to the realtor involvedThank you in advance forbeing a Consumers Energy Natural Gas customerIf you have any furtherquestions or concerns regarding this matter do not hesitate to contact medirectly at ###-###-####.Regards,*** T***C.A.PProgram Team Lead***After receiving the email, Mr*** contacted *** on 01/05/at1:45ish PM*** explained in detail the disclosure responsibility onhow and why we collect as well as what the financing charge entailsMr.*** was accepting of the resolution and has no further questions orconcerns.Customer concerns have been addressed.Complaint closed 1/5/

10/05/11:09:*** W*** (BW***)*** * *** / / *** * *** *** ** WATERFORDDates of Service: 07/01/2016There have been returned check fees applied to Mr***'s account; bothshow as "NSF".I left a message for Mr*** on 10/05/at 11:AM, at phone
number###-###-####.I sent this inquiry to PO Box: Electronic Payments for further insightinto the customer's concerns.10/12/14:35:*** W*** (BW***)Account Payment HistoryDate Amount08/22/$- Returned08/24/$11.6910/04/$- Returned10/10/$95.00The Electronic Payments department could also only verify the paymentswere returned because of non-sufficient funds.There have been no double charged billsThe account balance carries overfrom the previous bill, if it goes unpaidBecause the $was unpaidafter the returned check, it carried over to the latest bill, making thelatest bill $95.00.I spoke with Mr*** on 10/12/at 2:PMI let him know Ireceived information back from our Electronic Payments group and theycould only verify the payments were returned to non-sufficient funds.Mr*** said when he received these NSF notices, the money was taken outof his account, but was never put back in.I explained that he will need to speak with his bank regarding thisbecause it's dealing directly with his money in his bank account.Then I verified we received his latest payment of $on 10/10/2016.This amount pays his account up-to-dateHe is also aware these arerolling charges on his bill and that we weren't double charging him forservice he usedHe has also been charged the $non-sufficient fundsfee twice by Consumers Energy due to his two separate returns.Corporate complaint closed 10/12/

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
Regards,
*** ***

10/03/16:52:*** s *** (ASBERTRA)*** *** Jr/ 1759/ *** *** ** ***10/3/Left a voicemail for *** ***10/05/10:11:*** s *** (ASBERTRA)month payment history9/2/$129.229/17/$200.0010/15/$457.5811/09/$181.4312/07/$188.941/18/
$263.903/2/$260.963/30/$220.174/29/$229.886/03/$450.867/18/$321.919/08/$162.009/...⇄ (misc.)9/22/$324.009/22/$returned (cannot locate acct)Dunning History9/8/Turn off notice $140.449/14/mid cycle notice9/19/intent notice call9/21/intent notice mailed10/5/I spoke with Mrs***, she said she was worried about herservices and frustrated with her payment being sent to an invalid PO Box.I asked her what PO Box she mailed her payment toShe said the one listedon the installment plan ** *** *** *** *** I then asked her whostated it was invalid she said the CSR did when she called after shereceived her turn off noticeMrs*** said she was concerned about thenotice so she called to check on the payment and that is when the CSR saidthat we did not receive the payment and that the PO Box was no longervalidMs*** stopped payment on the check and then tried to processher payment over the phone.I reviewed the installment plan in our system and this PO Box address iscorrectI also confirmed via email with my supervisor *** *** thatthere have been no change to the address for installment paymentsIprovided Mrs*** with this information and she stated that she wouldnot have canceled her check had she not been provided the misinformation.I apologized to her for the misinformation and explained to her I wouldforward this on for a coaching for the CSRs that she spoke with.Mrs*** said her first payment over the phone did not go throughbecause she entered the number incorrectly and realized what she did aftershe hung up and called right back to make the correction and enteredanother paymentWhich there were two payments made on 9/and one wasNSF due to the account not being able to be locatedMrs*** statedthat customer service assured her that she would not be charged any feesfor this error.There was a $fee charged to the accountI agreed to remove thisfee.Mrs*** said she is no longer able to process her payments onlineIexplained to her that her that due to the two declined payments we wouldno longer accept checks from her and that was why she was not able toprocess her paymentsI apologized to her and explained that I can clearlysee this was all a misunderstanding, therefore I will remove the remarkfrom the accountMrs*** said she would greatly appreciate that.Mrs*** asked if she was able to re-establish arrangements on theaccount balance of $for the $every two weeks like she hadset upI agreed to set this back up on her account starting 10/11/2016.She is aware this arrangement is in addition to her current monthly bills.Installment plan10/11/$162.0010/25/$162.0011/08/$162.0011/22/$38.42No checks remark has been removedclosed complaint 10/5/

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]Service was performed and electric was installed finally--thankyou. However upon having consumers pull the electric meter from the old service this happened. The power was still on after meter was pulled. So consumers was called back. And our meter box was old and had an on/off switch (old water heater switch?) in it. As the consumers man was turning it on and off my manager came up running and said lights that have not worked since August were going on and off. So my complaint is that when consumers installed the new smart meter I lost one of my power leads due to this on/off switch in the box that was not set correctly after the new meter was installed. I called consumers last fall to check the meter they said it was all good and the problem was on our end. Well it definitely was not. I have about $into checking out our end last fall with the resolution it was a blown out wire of ours and not worth replacing. I just spent a bunch on a new service panel and wasted months trying to get the new service from consumers. Please confirm when smart meter was installed and when I complained my service wasn't working last fall. I also have spoken with *** township electrical inspector who said that consumers power service has not been good and definitely not a company you can count on. After thinking it through I do still believe *** should be fired and if her boss decides to keep her that he should be fired for choosing to keep her. He told me he had logs that were in place to prevent bad service, unfortunately the system is very broken according to the service I have receive and what I have heard from the *** township inspector. It was beyond aweful working with ***I also warned *** (via voice mail because that is the only way you can contact her) last fall about or times that I would contact the better business burea because she had absolutely the worst service. I appreciate her apology but she is not a person you can count on. This area of consumers is broken and needs to be replaced from the top down. I would like to get reimbursed since the orginal problem is in the meter box that consumers checked out and said there were no issues. ***
Regards,
*** *** ***

08/29/14:48:*** C *** (JCJOHNSO)*** A *** / 8954*** *** ** Roscommon MI 48653-9076Dates of Service: 06/28/- Present- Mr*** originally contacted us on 06/20/to start service atthis addressAt the time, we requested that he provide his lease orownership
papers as well as his driver's license and Social Security cardto validate his accountThat information was provided and the servicewas started on 06/28/2016.- Due to our error, Mr***' account was not noted properly toindicate we've received his informationAn order to disconnect theservice because of that was created and completed on 08/16/Aftercontacting us, his service was restored the same day.- Although the service itself was reconnected, Mr***' account wasnot reactivatedBecause of that, he did not receive a bill and was senta letter indicating that no one currently had active service at thisaddressA customer service representative assisted him via email andreactivated his account on 08/28/2016.I contacted Mr*** at ###-###-#### on 08/29/at 2:PM todiscuss the inquiry that he submitted to the Revdex.comIapologized for the difficulty and frustration that he's experienced withhis account and let him know that I would attempt to clarify any concernshe may have at this point.I first of all verified that his account is currently active with no notesindicating that anything additional is requiredI explained thatalthough we were able to validate his information in June, the accountwasn't properly updated, which caused the disconnect order to beautomatically created and completed on 08/16/I confirmed that nofurther information is required to validate the account.I informed him that although the representative that he spoke with createdthe reconnect order to restore service, the account itself was neverreactivatedWhen there is active service with no active account, it willgo into a 'Current Occupant' account, which means there is no responsibleparty for the service at this addressThe representative that he wasworking with via email corrected that problem on 08/28/2016, so theaccount itself has been restored as well.Regarding the credit that he's seeking, I told him that I could authorizea credit of $due to the problems that he's encounteredIf he wouldlike to seek a larger amount for wages lost, I informed him that a damageclaim would need to be created and it would be investigated from there.He said that he was satisfied with the $offer and I explained thatit would appear on his next bill following his September meter read.- I submitted the $amends that we discussed.I apologized again for the issues that he's dealt with and assured himthat the account is in his name and he won't have further problems relatedto the verification information that was originally requestedI alsoprovided him with my phone number in case he has any other problemsHethanked me for following up with him and providing an explanation andverified that he had no further questions.Customer concerns have been addressed
Complaint closed 08/29/

04/11/15:31:*** M*** (***)*** *** *** Dr.***, MI 48044-2428Customers are enrolled on Budget PlanMonthly Plan amount $Customerwas paying $from June to February (with the exception ofJanuary when customer paid $200).Our
records show customer contacted Consumers Energy on 03/01/2016requesting we refund their over-payment $1,The refund was held upfor supervisor approvalOn 04/08/2016, called again to find out theirrefund was never processed.Refund request for $1,was approved on 04/09/at 5:29PM.I sent an email to *** in our Billing Services Department requesting sheexpedite the refund*** processed refund and will print tomorrow.Refund will be mailed on Wednesday and hopefully customer will receive inthe mail by Friday.I attempted to call Mrs*** this afternoon 04/11/(3:49PM) bycalling ###-###-####There was no answerI left customer a voicemailmessage with my name and telephone number.04/14/11:49:*** M*** (***)I was able to reach Mrs*** on 04/11/I reviewed aboverefund informationThe refund will print on Tuesday 04/12/andshould be mailed out on Wednesday 04/12/Customer was very pleased.04/16/14:45:*** M*** (***)04/16/(2:45PM) I called customer this afternoon to ask if shereceived her refund checkMrs*** said the refund check arrivedin yesterday's mailMrs*** thanked me for follow up call.CLOSING INQUIRY DAY REFUND CHECK ARRIVED 04/15/

09/23/15:55:*** N *** (RNRICHAR)*** *** *** *** *** MI 48624-8978Account number: ***Dates of service: 11/20/to present.CUSTOMER INQUIRY OPENED AS OF 09/23/16.09/23/16:05:*** N *** (RNRICHAR)09/23/- Friday at 4:pm - attempted a phone call to
Mr*** atphone number ###-###-#### - there was a message that this number is not inservice at this time.09/26/15:26:*** N *** (RNRICHAR)09/26/- Monday at 3:pm - attempted another phone call to Mr***at phone number ###-###-#### - the number is still not in service.09/27/09:34:*** N *** (RNRICHAR)Bill Month: kWh used: use/day: Bill total: Total balance:Dec-$$49.02Jan-$$116.42Feb-$$106.34Mar-$$121.01Apr-$$116.05May-$$99.10Ju...⇄ METER READING HISTORY FOR THE ADDRESS:Date: Reason: Type: Read:9/1/actual 33,8058/4/actual 32,7707/5/actual 31,5176/6/actual 30,4685/5/actual 29,3984/5/weather estimate 28,7593/7/actual 28,0062/5/actual 27,2011/7/actual 26,52412/4/actual 25,77811/20/actual 25,44711/19/actual 25,44710/30/actual 25,41810/1/actual 25,3759/1/actual 25,3318/3/weather estimate 25,2727/3/actual 25,2516/3/actual 25,23109/27/09:46:*** N *** (RNRICHAR)SENDING LETTER VIA USPS AS WELL AS EMAIL TO THE CUSTOMER AT***@yahoo.com:September 27, 2016*** *** *** **
***, MI 48624-8978Account number: ***Dear Mr***,Thank you for your Revdex.com (Revdex.com) inquiry about the accountat *** *** *** ***I understand you have some concerns about yourbills.I have been able to look into your concerns, and found that the meterreads taken in June, July, August and September were higher than expectedfor the address when compared to the same time the previous year when thehome may have been unoccupiedThe meter reads were flagged for review byour Customer Billing department, and this prevented the bills from beingcreated until a billing agent was able to verify they were correct.When you spoke with our Customer Service representative on June 25, theywere able to verify and generate the June billThe remaining reads werereviewed and released for billing by a Customer Billing agent on September16.Many customers have experienced higher usage this summer due torecord-high temperatures, especially with air conditioning useWeunderstand that getting months of bills at once can be a hardship, andwould like you to know that we do not expect you to pay them all at once.We#re happy to set up a payment arrangement for as long as you may need topay the balanceThere is a hold on the account through 10/27/to allowtime for this.In your inquiry, you also note that you were unable to reach our CustomerService department by phoneWe would be happy to look further into thisconcern, but need some additional information to help - such as when youcalled and what phone number you were calling from.In light of customer service, we have placed a credit for $on youraccountWe apologize for the frustration you experienced, both in thedelay with the bills and in trying to contact our Customer Servicedepartment.I regret I have been unable to reach you by phone to discuss yourconcernsIf you have any additional questions or would like to set up apayment arrangement, please feel free to call or send me an emailHere#smy direct number: ###-###-####I would be happy to further assist you.Our best wishes to you.Sincerely,*** ***Customer Care Representative***.***@cmsenergy.comCLOSING CUSTOMER INQUIRY AS OF 09/

02/28/14:24:EST *** J *** (DJ***)*** E *** / 2432*** *** *** *** CHARLOTTE MI 48813-7820Dates of Service: August 21, - Present***RELEVANT ACCOUNT INFORMATION:Current Balance: zero***Usage History08/21/08/24/1308/25/09/23/41209/24/
10/23/40710/24/11/24/51011/25/12/29/59212/30/01/29/55401/30/02/26/50202/27/03/24...⇄ Smart meter installed 12/14/and usage has been in the same range withboth the old and new meters.***CUSTOMER CONTACT SUMMARY:2/20/4:pm- CSR, *** called ###-###-#### and spoke with Fred *** regardingtheir inquiry with the MPSC concerning the electric service at their home.He explained to Mr*** that he has access to view usage history forthe address online at consumersenergy.comHe made him aware that theincrease in usage was due to colder weather and the extended billingperiod*** explained that from 12/26/- 1/24/the average kwh was35-per dayAs of 1/25/the kwh has decreased to 20-per dayHealso explained that since the smart meter was installed in December 2016their usage has decreased in of monthsMr*** was satisfiedwith the explanation.***SUMMARY OF RESOLUTION:2/20/18- Smart meter was installed at the home in December and the usage hasbeen less for of the months since it was installedIt was discussedwith the customer that increase in usage was most likely because of theextremely cold temperatures and the longer than average billing cycle.***CUSTOMER CONCERNS TO BE ADDRESSED:During the previous billing cycle the weather was extremely cold duringan extended period as well as the billing cycle was longer than average,both of which would have contributed to the amount of usageSmart meter was installed December of and usage has been less forof the months since it was installed.Complaint closed 2/20/2018Tell us why here

07/29/10:40:*** I *** (***)------------------------------------------------------------------------*** *** # *** * *** ***, MI 49024-7341----------------------------------------------------------------------...⇄ smart meter was installed at *** *
*** *** on09/29/2015Meter read order was created and completed on 7/22/reflecting themeter reading of 9773Meter reading historyMeter number *** (smart meter)Date Read Type09/28/Actual10/09/Actual11/07/1,Actual12/10/2,Actual01/14/3,Actual02/11/4,Ac...⇄ the actual meter reading obtained on 7/22/I completed a billadjustment taking the kWh billed on 6/10/from 1,to 1,and on7/12/from 2,to 1,346.Adjusted HistoryDate Read Type05/11/6,Actual06/10/8,Adjusted07/12/11,Adjusted07/22/9,ActualOn 7/22/at 2:PM I called ###-###-#### and spoke with Rick***I advised that we were able to obtain an actual meter read on7/22/and with that read I completed a billing adjustmentI alsoexplained that I reached out to our smart energy team to look further intothe situation with the meter not receiving remote readings, indicating Iwould be following up with him as soon as I had more information on ourdetermination for thatI provided my direct phone number for anyquestions.It was determined through remote analysis that the meter has entered anon-communitive state, which means the meter is properly registering theenergy used however it is no longer sending meter readings remotelyAnorder was created to exchange the meter with a new device.On 7/26/at 3:I called ###-###-#### and spoke with Mr***.I indicated that I was following up with him on our previous conversationand that I just wanted to advise of our intentions to exchange the meter,he is aware that this will be completed soon as possible and I verifiedthe order was created on 07/25/I confirmed that Mr*** has mydirect phone number and reiterated that he can contact me with anyquestions or concerns.Complaint closed 7/26/2016Tell us why here

02/21/12:40:EST *** A*** (JA***)CUSTOMER INFORMATION:*** ***CA# *** *** *** *** *** MI 49307-9340Dates of service: 12/13/- present.Also:CA# ***Same address as above.Dates of service: 03/21/- 12/12/17.RELEVANT ACCOUNT INFORMATION:- Smart meter installed
03/16/15.- Electric usage history:Month 2018Jan 1673Feb 1899Mar 1166Apr 1125May 1187Jun 832Jul 832Aug 1040Sep 887Oct 961Nov 827Dec 842CUSTOMER CONTACT SUMMARY:02/21/18: 12:PM - I called ###-###-#### and got Mrs***'svoicemailI left a message with my contact information, asking for a callbackI also indicated that I would be happy to correspond via email ifshe would prefer since that was also provided in the complaint with theRevdex.com.02/26/13:21:EST *** A*** (JA***)02/26/18: 1:pm - I called ###-###-#### and got Mrs***'svoicemailI left a message with my contact information, requesting a callback.03/05/09:30:EST *** A*** (JA***)03/05/18: There has been no response to the voicemail messages I have leftfor the customerI am sending the following letter to the customer:March 2, 2018*** *** *** ***Big Rapids, MI 49307-9340Account Number: ***Dear Mr***,I#m pleased to let you know that we've received your concerns regardingthe billing and energy usage for *** *** *** Big Rapids, MI from theEastern Revdex.comBecause our customers are important tous, we've taken your concerns seriously and have reviewed your account.I have reviewed the recent electric usage at this address and canunderstand your concernI looked at the energy usage for this addressfor January when we experienced similar cold temperaturesYourcurrent January usage is less and your February usage is very similar.I'm sorry to hear that your wife experienced less than satisfactorytreatment from our customer service departmentI have requested thattheir management review the calls and take appropriate action with thoserepresentatives.Weather has the biggest impact on your energy usage even when nothingchanges in the homeA majority of our customers have experienced anincrease in their utility bills because of the record cold temperatures wesawIf you have internet service, you can view your energy usage by goingto our website and establishing a user profileOnce you log into yourprofile, you can view your usage hourly, daily, weekly, and monthly.In these situations it's to assume that your meter is notfunctioning properlyYour electric meter was tested prior to itsinstallation in March to ensure that it was accurately recordingusageFor your peace of mind, we can have your electric meter testedagain to ensure that it is functioning properlyPlease contact me ifyou'd like us to perform this test.I understand that you are interested in having the electric smart meterremoved from your homeI have included information regarding the feesassociated with having the smart meter replaced with a non-communicatingmeterPlease contact our Contact Center (###-###-####) if you wouldstill like the smart meter removed from your home to schedule the meterexchange.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,*** ***Customer Care Representative###-###-####Julie.***@cmsenergy.comThe following information sheet is also being sent with the letter:Non-communicating Meter Program:- Consumers Energy has developed the Non-Communicating MeterProgram in response to a request by the Michigan Public Service Commission(MPSC) and to accommodate customers who wish to opt out of receiving asmart meter.- The MPSC approved the following charges associated withenrolling in the Non-Communicating Meter program:- One time up front charge:- $- This charge is to cover the cost of an additionalmeter replacement visit, the eventual replacement of the older legacymeter when a property is sold (or the customer moves) and the lostefficiencies associated with supporting the continued use of older metertechnology.- Monthly Charge:- $per month for manual meter reading servicesThischarge is to cover the cost of sending out personnel for a manual meterread and associated programs for supporting the utilization of the oldermeter technology.I have also forwarded the customer's concerns regarding treatment receivedby Customer Service to their management for review and follow up.SUMMARY OF RESOLUTION:- Treatment received from Customer Service: forwarded the customer'sconcerns regarding treatment received by Customer Service to theirmanagement for review and follow up.- Removal of Smart meter: provided customer with information regarding theNon-communicating Meter ProgramCustomer will need to contact the ContactCenter to schedule the meter exchange.- High bill: Customer's usage is in line with previous usage at thislocationI have offered to have the meter tested to ensure it's accuracyif the customer would like.COMPLAINT CLOSED 03/05/

*** *** *** ** *** MI 49249-9813Account #***Dates of service: 09/30/to 07/05/12CUSTOMER INQUIRY OPENED AS OF 07/24/1707/25/14:12:EST *** N *** (RN***)RELEVANT ACCOUNT INFORMATION:TRANSFER HISTORY:- 01/06/12, Amount $4042.36Transfer from:*** *** E
*** ** HILLSDALE MI 49242-9518Account # ***Dates of service: 12/02/to 11/08/10Transfer to:*** *** *** ** *** MI 49249-9813Account #***Dates of service: 09/30/to 07/05/12- Collection agency notes placed Ms*** (per skiptrace in Accurint)during the time of service under *** ***' name, and Mr*** has*** *** ** listed as his current addressThey have also sharedother addresses in the past.- 03/28/12, Amount: $4276.75Transfer from:*** *** E *** ** HILLSDALE MI 49242-9518Account #4746Dates of service:Transfer to: 11/09/to 04/20/11*** *** *** ** *** MI 49249-9813Account #***Dates of service: 09/30/to 07/05/12- collection agency notes place *** *** at *** ***address and could also place *** *** (via *** and *** at*** E *** ** at the time of Mr***'s account).CUSTOMER CONTACT SUMMARY:-07/24/- 3:pm - attempted a phone call to the customer at phonenumber ###-###-####There was no answer and the voicemail box was notyet set up.07/25/16:37:EST *** N *** (RN***)-07/25/- 4:pm - attempted a phone call to the customer at phonenumber ###-###-####There was no answer and still no option to leave avoicemail message.07/27/16:47:EST *** N *** (RN***)Note: The transferred amounts were valid at the time of transferDue tothe age of the transferred amounts, we are unable to continue tocollection activity on this account*sent email to PO Box: Transfers andReversals to reverse transfers (above) to the original accounts.07/27/- letter sent via USPS as well as email sent to***@gmail.com:July 27, 2017*** ***-*** E ***, OH 43506Account number: ***Dear Ms***-***,Thank you for your inquiry placed through the Eastern Better BusinessBureau (Revdex.com) regarding the account at *** *** **, ***Iunderstand you#re concerned about the final balance on the account thatincluded transferred balances.I have looked into your concerns and found that the final balance of$was the result of energy use while service was in your name atthis addressIt also includes transferred balances from separateaccounts, totaling $8319.11.Although the balance transfers were valid at the time of the transfer, dueto the age of those transferred amounts, we can no longer hold youresponsible for those chargesThe amounts have been transferred back tothe original accounts to continue collection through collection agencies.The remaining amount left on your account is $This has beenreleased for collection activity through LJ Ross collection agencyYoucan contact them directly at ###-###-#### if you would like to set uppayment arrangements on the balance.It is my hope that I have been able to resolve your inquiryIf you haveany additional questions, please feel free to call or send me an email.Here#s my direct number: ###-###-####I would be happy to further assistyou.Sincerely,*** ***dsCustomer Care Representative***.***[email protected] OF RESOLUTION:(Customer disputing bills from other members in her family beingtransferred to her bill) - Collection agencies were able to place the bothparties at both the address where the bills were accrued as well as at Ms.***'s address at the time of the transfer(date bill or bills accrued) - see transfer history above(address s bills accrued and in whose name) - see transfer historyabove(Who is responsible for this bill) Ms***-*** is no longerresponsible for the transferred balances due to the age of the debt (3years for indirect transferred amounts and years for direct)She isstill responsible for the debt accrued in her name ($1025.26), but thetransferred balances and any late payment charges associated with themhave been reversed.CLOSING CUSTOMER INQUIRY AS OF 07/27/

02/24/11:26:EST *** A*** (JA***)CUSTOMER INFORMATION:*** ***CA# *** *** *** *** MI 48864-2810Dates of service:RELEVANT ACCOUNT INFORMATION:- Electric smart meter installed 07/08/17.- Gas meter with GCM (gas communication module) installed 03/27/17.- Electric usage
history for this address:2018JAN 602FEB 471MAR 396APR 457MAY 420JUN 837JUL 943AUG 931SEP 709OCT 721NOV 474DEC 477- Gas usage history for this address:2018JAN 16.6FEB 12MAR 10.5APR 5.8MAY 2.5JUN 2JUL 1.7AUG 1.5SEP 1.7OCT 1.7NOV 4.7DEC 7.9CUSTOMER CONTACT SUMMARY:02/14/18: 3:pm - *** Bcalled and spoke with the customer abouttheir concerns.- Discussed his billing.- Addressed his concern regarding the accuracy of the smart meters.Discussed the testing of the meters, their accuracy and the fact that hisDecember billing is lower compared to December 2016.- The focused on his January billing where he saw an increase whichwas a concern for him.- Walked the customer through the Energy Use Details that he can viewonline via our website, and he states that he's used that tool.- Discussed with the customer how his usage increase coincided with thosedays where there was a drop in temperature and when there were warmerdays, the usage decreased.- Discussed with him his concern regarding energy usage while his familywas away from home on vacationWas able to confirm for him, using theEnergy Use Details that the electric usage actually decreased while theywere away from the home.- Customer stated that he understood what had been explained to him, butwasn't completely convinced that it would account for the entire increase,but felt there was nothing more we could provide and that he wouldcontinue to keep track of his energy usage.SUMMARY OF RESOLUTION:- High bill: Home has the potential for the energy usage especiallyconsidering the extreme cold we experienced during the January billingperiodCustomer can clearly see where the electric usage declined whenhe was away from homeCustomer will continue to monitor his energy usage.- Request for credit: No credit was provided as the customer was billedfor the energy he used and there was no error in his bill.COMPLAINT CLOSED 02/14/