Airzip Internet Inc

03/30/2017 15:43:00 EST [redacted] J [redacted] (DJ[redacted])Account number  [redacted] MI 48328Dates of Service: July 26, 2016 - PresentI have remarked the account.[redacted]3/30/17 - Assigned to: [redacted], Gas Operations[redacted]3/30/17 - At 3:41 pm I...

called [redacted] at ###-###-#### and let him know thatI had received the inquiry he placed with the Eastern Better BusinessBureau and have forwarded it to the gas field leader in the area. Iexplained that they would be following up with him within the next fewbusiness days.03/31/2017 16:01:39 EST [redacted] J [redacted] (DJ[redacted])3/31/17 - I received the following information from Gas Field Leader,[redacted]:I called Mr. [redacted] at 5:00 pm on 3/30/17. I addressed the customer'sconcern with having his meter shut off for an exchange and not having arelight until 11:00 am the next day. I explained to the customer we werecalled out to his condo complex by another resident. During our leakinvestigation the service tech discovered his meter was weeping gasthrough the regulator. This is an immediate action leak and the metermust be exchanged. With this being a condo complex and one main door toget in he tagged the main door. Mr. [redacted] was upset he was transferredto several departments when calling in for his relight and I apologized tohim for that.Once Mr. [redacted] understood why we turned his gas off he was ok with theresolution. I apologized for the inconvenience and offered him a $50.00bill credit as he had to take the day off to wait for his relight becausehis 90 year old father was in the home and he had to keep him warm untilwe arrived. I let him know that we had a tech there as soon as one wasavailable in his area.Final Resolution  with [redacted] March 30, 2017Mr. [redacted] satisfied with resolutionTell us why here...

09/07/2016 11:15:05 [redacted] W. [redacted] (BW[redacted])[redacted] / 8758 / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/2013 - PresentI spoke with Ms. [redacted] on 09/07/2016 at 11:15 AM. I apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with...

sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in half. Also, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in 5 businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/2016 14:10:23 [redacted] W. [redacted] (BW[redacted])[redacted] provided an update on 09/07/2016:I spoke with the customer at 1:55 today. I explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairs. I#m going to meet her tomorrow to discuss sod and reimbursementfor the bush. The customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/2016 10:58:56 [redacted] W. [redacted] (BW[redacted])I sent a request for an update to [redacted] on 09/09/2016.09/09/2016 12:19:13 [redacted] W. [redacted] (BW[redacted])I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bush. I alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the project. Sheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sod. The customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here...

02/14/2017 09:45:30 EST [redacted] A. [redacted] G [redacted]CA# 3646[redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/12 - present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/2017 15:59:06 EST [redacted] A. [redacted])4:00 pm - I...

called ###-###-#### and got voicemail. I left a message withmy contact information requesting a call back.02/17/2017 11:22:08 EST [redacted] A. [redacted])The customer had not contacted us to set up service/billing in his namefor the natural gas service at this address. The previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved in. The owner provided us with Mr. [redacted]'s information.The investigator was not aware that we were only able to bill the customerfor 1 year of service from the date of discovery (Dec. 15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr. [redacted] is only responsible forservice from December 15, 2016 and that $3611.43 should be removed fromthe current balance, leaving a balance of $1149.25 as his responsibility.11:21 am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed. (I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $850.00 and he's contactingthe Salvation Army for help with the remainder.[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balance. He has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concerns. He thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/17

02/17/2017 10:46:50 EST [redacted] N. [redacted] (EN[redacted]/8634[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted]about the account. He stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it...

yet. He stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed. [redacted] had notedthe account with the following:User Notes [redacted] 01/24/2017 11:36:39=======================================================[redacted]3 BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B [redacted], AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER 2 YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/2017 14:01:42=======================================================4477 final bill dispute between cust/cousinper mr [redacted], cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's name. mr awrfinal bill of $892.54 was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr. [redacted]'s name from 12/3/13 to 2/14/14 and thetotal final bill was $892.54. He was upset with the process of notifyinghim and wanted his voice to be heard02/21/2017 11:18:34 EST [redacted] N. [redacted] (EN[redacted])*CONTINUED FROM 2/17/17 CONVERSATION WITH MR. [redacted]I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection information. I advised that we did try to reach out as did ourcollection agencies. Our collection process started in March 2014 and inJuly 2014 was turned over to the collection agency.Mr. [redacted] appreciated the follow up and knows that his voice has beenheard in this matter. While he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe time. In addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the payment. Iasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/17 Tell us why here...

08/21/2017 16:06:00 EST [redacted] N [redacted] (RNRICHAR)CUSTOMER INFORMATION:[redacted], Saint Johns MI 48879-8913Account number:  [redacted]Dates of service: 01/31/17 to present.CUSTOMER INQUIRY OPENED AS OF 08/21/17.08/21/2017 17:06:47 EST [redacted] N [redacted] (RNRICHAR)RELEVANT...

ACCOUNT INFORMATION:Timeline of events:-08/13/17 - 3:11 pm - customer made an online payment for $290.27-08/13/17 - 3:12 pm - customer made an online payment for $117.42-08/14/17 - 2:20 pm - Customer Service Representative (CSR) [redacted]accessed the account. She requested from our Electronic Payments PO Boxfor the payment to be reversed.-08/18/17 - 3:20 pm - CSR [redacted] sent a second request for thepayment to be reversed. She did call the customer to inform them of therequest.-08/19/17 - 10:30 am - CSR [redacted] sent a third request to PO Box:Electronic Payments to reverse the payment the customer authorized online.-08/21/17 - 7:43 am - [redacted] in Electronic Payments group confirmedthe payment has been reversed, and will post to her bank account within 3business days. [redacted] left a voicemail message with the customerto confirm this information.-08/21/17 - 1:31 pm - The customer spoke with a Call Center Team Leader([redacted]), advised the customer of the above information. Thepayment reversal should have taken place within 2 business days (08/16),but was not processed until today (08/21). This will be reviewed forpossible coaching with our Electronic Payments group, and [redacted] agreed toadd a credit of $70.00 to the customer's account (to appear on the nextbilling statement) in light of customer service, as well as to cover theoverdraft fees the customer states they accrued.CUSTOMER CONTACT SUMMARY:- 08/21/17 - 4:37 pm - spoke with [redacted] at phone number###-###-####. We discussed:- The timeline of events (above).- She authorized a payment for $290.27 (the full accountbalance), and then 1 minute later authorized a payment for the past dueamount of $117.42.- She confirmed that she spoke with [redacted] earlier, who wasable to resolve her concerns by confirming that the payment was reversed back to her bank, and a credit would be applied to her next billing statement for $70.00 to cover any fees from her bank. [redacted] also agreed to review the calls with [redacted] and [redacted] for any possible coaching opportunities as well as recommend coaching for our Electronic payments group to prevent delays in payment reversal in the future.Ms. [redacted] states she doesn't remember authorizing the payment for the full balance, but does remember it being an option to pay. I was able to look into this, and confirmed that she authorized both payments and that no error occurred. In the future, we agreed that it is best to confirm only the amount she is looking to pay, and can contact our customer service department for any assistance before a payment is authorized. She plans on paying by check going forward.The customer thanked me for the follow up call, and feels that her concerns have been addressed. She is satisfied with the resolution. SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customer authorized both payments, and she has chosen to pay with a check by mail in the future to prevent this from occurring again.-(over draft fees/late charges) - Call Center Team Leader authorized a $70.00 credit to the customer's account. CLOSING CUSTOMER INQUIRY AS OF 8/21/17resolve her concerns by confirming that the payment was reversedback to her bank, and a credit would be applied to her next billingstatement for $70.00 to cover any fees from her bank. [redacted] also agreedto review the calls with [redacted] and [redacted] for any possible coachingopportunities as well as recommend coaching for our Electronic Paymentsgroup to prevent delays in payment reversal in the future.- Ms. [redacted] states she doesn't remember authorizing thepayment for the full balance, but does remember it being an option to pay.I was able to look into this, and confirmed that she authorized bothpayments and that no error occurred. In the future, we agreed that it isbest to confirm only the amount she is looking to pay, and can contact ourcustomer service department for any assistance before a payment isauthorized. She plans on paying by check going forward.- The customer thanked me for the follow up call, and feelsthat her concerns have been addressed. She is satisfied with theresolution.SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customerauthorized both payments, and she has chosen to pay with a check by mailin the future to prevent this from occurring again.- (over draft fees/late charges) - Call Center Team Leader authorized a$70.00 credit to the customer's account.CLOSING CUSTOMER INQUIRY AS OF 08/21/17

[redacted] Ionia, 3/7/2016 @ 2:45pm I called and left a message for [redacted]03/10/2016 16:43:05 [redacted] s [redacted])Dunning history1/8/2016 Turn off notice issued $1549.681/12/2016 mid cycle notice1/13/2016 intent notice call1/15/2016 intent notice mailed2/10/2016 sent for...

review of disconnection2/10/2016 service disconnected2/10/2016 service restoredReconnection fee $50.00Deposit $380.002/20/2016 turn off notice issued $521.532/24/2016 mid cycle notice2/25/2016 intent noticePayment history 6 month9/14/2015 $261.6710/16/2015 $215.5611/9/2015 $234.5512/19/2015 $334.652/10/2016 $1979.682/29/2016 $261.00At the time service was disconnected the total account balance was$2580.35.Payment made for reconnection was $1979.68 of that $1549.68 posted towardsthe balance reducing the account balance to $1030.67. $430.00 covered thedeposit and reconnection fee.Ms. [redacted] made a payment of $261.00 reducing $1030.67 to $769.67.Current bill in the amount of $174.55 was issued along with a late paymentcharge of $19.82, bringing account balance to $964.04.[redacted]2016 CARE enrollment packet made customer's aware that there were changesto the program and that if the customer was not re-enrolled for 2016 yearthey would not qualify for the last payment on the CARE program.[redacted]3/10/2016 @4:00pm I called and spoke with Ms. [redacted] I apologized to herfrustration and any inconvenience she has experienced. I explained theCARE program to her and the last payment.I explained the breakdown of the bill and the payments and how her moneyhas applied to the deposit and reconnection fee. I also explained that shewas not being charged an additional deposit however this was the firstinvoice that was issued after the deposit was requested and billedtherefore is was documented on her bill but was only accessed once.I apologized in regards to the winter protection plan however based on theinformation she provided to customer service her income was over thequalifying guidelines.(account was noted $50,000 and 4 people in the home)Ms. [redacted] stated she called and made arrangements on the account inFebruary so that is why she didn't understand why she received anotherturn off notice. I reviewed the account and explained that we did speakwith her on 2/26/2016 and at that a hold was placed on her account until3/6/2016. Ms. [redacted] stated she was under the impression she had a paymentplan set up.I explained to Ms. [redacted] that if I was to release the current deposit thatwe just collected ($380.00) that it would cover the turn off notice thatwas just issued since there is $260.53 remaining after her payment on2/29/2016. The rest of the deposit would go towards her balance. Ms.[redacted]s said that would be greatly appreciated if we could do that.I told her that would leave $589.05 on her account. I asked what kind ofarrangement she could make on the balance. She said she could pay $150.00on 3/11/2016 and the remaining amount on the current bill due date3/22/2016. I told her that would be fine and that I would place a hold onthe account for her.I provided Ms. [redacted] with my direct number so if she has any furtherquestion or concerns she could follow up with me directly.Closed complaint 3-10-16

01/03/2018 14:55:55 EST [redacted] ([redacted], [redacted], [redacted]Account Number:  [redacted]Dates of Service: Prior to June 2008 - Present[redacted]1/3/18 - Assigned to: Gas Choice Customer[redacted]CUSTOMER CONTACT SUMMARY:1/3/18 2:40 pm- I called...

[redacted] at [redacted] and left a voicemail explaining I received the inquiry she placed with the Easter Revdex.com and have forwarded it to our Gas Choice department. I let her know they will be following up with her within the next few business days.01/05/2018 07:36:14 EST [redacted] ([redacted]SUMMARY OF RESOLUTION:1/4/18- I received the following information from [redacted]n Gas Customer Choice:I called and left a message for [redacted] and she returned my call. After looking into her situation we are going to waive the 12 month crossover rule and allow her to enroll with Grand Rapids Energy. We also discussed if she wants to switch suppliers in the future she should not cancel with the old supplier but to just sign up with the new supplier. She is aware that the rule is if you cancel with a gas supplier and return to the utility you must remain a user of the utility's natural gas commodity for 12 months.- [redacted] also sent [redacted] the following email to [redacted],It was a pleasure speaking with you this afternoon. Here are some additional Gas Customer Choice Program resources- This is a website that provides information for customers hosted by the Michigan Public Service Commission (our regulator): [redacted] This is Consumer Energy#s gas tariff which contains the rules that govern the program. If the link does not work correctly the GCC portion begins on page 135: [redacted].Have a great day![redacted]Gas Management Services - Gas Customer Choice[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. Customer is now aware that if you cancel with a supplier and come back to CE that you are to stay for 12 months. If you want to change suppliers you can but don't cancel with old supplier first just sign up with new supplier.2. Email was sent to customer with the above links to Gas Choice Customer information for future reference.3. Customer was currently with CE but crossover rule was waived so that she can sign up with Grand Rapids Energy.Complaint closed 1-5-18.

[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 [redacted], 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 resolution. Please type details here:]
I am not satisfied because the same thing that happened in november of 2015 also happened in 2014. I feel that consumers energy could have forwarded the balance when we were on [redacted] also I feel that the account was in collections then but no contact was ever made. [redacted] had a forwarding address request in at the post office so even if consumers did not have the new address (which they did because he called in 2014 to get service in his name at the new address) the mail sti would have gotten forwarded. I feel that consumers energy needs to place his account back in collections where it was and let [redacted] pay his bill seperate and not joint with my bill. We recieve food stamps and medicaid because we are low income and having the bill this high with no other choice than 205.00 a month is s financial stress. If they won't remove it then they should at least lower the payments for the protection plan we are on. All in all this is bad business practice for consumers energy to say this balance slipped through the cracks in 2014 and I should not be penalized for it 
Regards,
[redacted]

October 19, 2017Ms. [redacted], MI 49642-5729Account number:  [redacted]Dear Ms. [redacted],Thank you for your Eastern Revdex.com (Revdex.com) inquiry about theaccount at [redacted]. I understand your electric use has beenhigher than you expected at this...

address and that you have some concernsabout payment arrangements on your account.I have been able to look into your concerns and found that there was anAppliance Service Plan (ASP) on your account from 10/05/13 until 06/03/14.The ASP contract is for 12 months, however in light of customer serviceyour plan was cancelled within 12 months. The charges for the time whenyou had the plan have been paid and did not have an effect on your abilityto set up a payment plan, and there are no "write off" charges on youraccount from that plan.Your account remains eligible for payment arrangements if you need them inthe future.We apologize for any incorrect information provided to you by our CustomerService agent. Please know that this has been shared with the managementteam in our Customer Service department to review for coachingopportunities.I was also able to review a history for your electric and gas use at thisaddress. While you've reduced your gas use over the last two winters, theelectric use has increased slightly during the winter months. Are youusing any supplemental electric heating during the winter months? Thesummer use for the last two years has also increased significantly. Areyou using any cooling equipment, such as air conditioning?While we are able to tell you how much energy is used, we aren't able totell you how it is being used in the home. Now that there is an upgradedmeter at the home, you can monitor your daily and hourly use onlinethrough our website (www.consumersenergy.com). This may help you gain abetter understanding of how you are using the electricity.We do work with local contractors to offer many energy efficiencyprograms, such as a Home Energy Analysis. You can call ###-###-#### toobtain more information about the analysis or if you have any questionsabout the program. Sadly, some of those programs have a charge associatedwith the service they provide. There are also programs available forincome-qualified customers, like the Helping Neighbors Program. You canfind out more information about this program by calling CLEAResult at###-###-#### or on our website at www.consumershelpingneighbors.com.I regret that I have been unable to reach you by phone, and it is my hopethat this letter has addressed your concerns. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- (Address why customer was denied payment arrangements) - There are noconditions that would prevent a customer service agent from being able toset up an installment plan. If the agent was not able to set up aninstallment plan, they should have gotten a team leader involved. Thiswill be sent to review for coaching opportunities with the Contact CenterManagement team.- (Address write off account - ASP) - there are no write off charges onthis account that would prevent the customer from setting up aninstallment plan.- (Do we have documents that customer cancelled ASP and date) thecustomer's contract was from 10/05/13 to 10/04/14, however in light ofcustomer service the ASP contract was cancelled early on 06/03/14 and theywere not charged past the cancellation date.- (Address home inspection and if she qualifies) - HEA and other programsare not provided free of charge to our customers, however the customer mayqualify for help through the Helping Neighbors Program. That informationwas provided in the letter/email sent.- (Address high bills) - the customer's gas use has been reduced duringthe last 2 winters, but that has been accompanied by an increase inelectric during the same timeframe. This may indicate a heat source shiftto electric heat. The increased electric use (on both the old and newmeters) during the summer months could be due to air conditioning, howeverthis will be up to the homeowner to determine.- (Consumption comparison history)- shown above is a 36-month bill/usehistoryCLOSINGTell us why here...

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I did speak with thus representative on this day regarding the high bill. He gave me those same ridiculous answers which still begs the question why did my power all of a sudden increase more than it has  in the last 8 years. This same problem has occurred Statewide   with the same ridiculous answers.  Nothing has changed at my home to include the use of any space heaters or any other Electric   device which would consume this much power. It is a ridiculous response to this problem to say that it must have been the coldest month in 8 years that made my bill go up nearly 50 percent in one month, when the entire state has been gouged by consumers.
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 resolution. Please type details here:]
Regards,
[redacted]

04/26/2018 09:48:32 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] SOUTHFIELD MI 48075-1285Account number: [redacted]Dates of service: 06/14/08 to present.CUSTOMER INQUIRY OPENED AS OF 04/26/18.04/26/2018 09:54:11 EST [redacted] N [redacted]DS (RN[redacted])INITIAL CUSTOMER...

CONTACT:04/26/18 - 9:54 am - left a voicemail message for [redacted] at phonenumber ###-###-#### - letting her know that we have her inquiry and thatit has been assigned to our Appliance Service Plan (ASP) group. They arelooking into her concerns and will be in touch shortly to assist herfurther. I also left my direct phone number in case of any additionalquestions.ASSIGNED TO ASP COMPLAINTS SPOC.05/03/2018 10:14:26 EST [redacted] N [redacted]DS (RN[redacted])RESOLUTION PROVIDED BY [redacted]:TIMELINE OF EVENTS:4/23 - 5:17 pm - washer order created to be completed on 04/25 between 3pm and 6 pm.4/25 # 7:42 am - assigned to [redacted]4/25 # 9:01 am - assigned to [redacted]4/25 # 2:39 pm - assigned to [redacted]4/25 # 6:35 pm - customer called in looking for an update on a work order,was advised tech would be 15 minutes late, it has been 30 minutes. Anescalation was created for a missed appointment.4/25 # 9:48 pm - returned by [redacted], with the remark of: no time4/25 - 11:59 pm - Received e-mail from customer requesting cancelation ofwork order and planCUSTOMER CONTACT SUMMARY:4/30 # attempted a call to the customer, but there was no voicemailavailable5/1 - spoke with Ms. [redacted] today to discuss her concerns.- I apologized for the frustration she experienced, and assuredher that this has been reviewed for coaching opportunities with thescheduler, field technicians, and the ASP phone agents.- I offered to personally ensure her washer was repaired, sheindicated she no longer needed repair and has replaced her appliances.- She requested we provide her a refund for her ASP plan, and Iagreed to refund her in light of customer service.- I asked if she wanted it as a check or on her account, sheindicated no preference.- I told her I would process a refund for the amount she haspaid.- The amount of the $848.85 refund was submitted on 5/1.- She had no further questions at this time.SUMMARY OF RESOLUTION:- (Customers claim of technician not showing up) - TheConsumers Energy field technicians missed the appointment for the repair,noting #no time# to complete the order.- (What can we do to instill confidence in customer about theASP program?) # this has been reviewed for coaching opportunities with theemployees involved, and the customer's money for the ASP program has beenrefunded.CLOSING CUSTOMER INQUIRY AS OF 05/01/18.Tell us why here...

06/21/2016 10:02:21 [redacted] W. [redacted] (BW[redacted] T [redacted] / [redacted]Dates of Service: 09/22/2012 - PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $159.4212 Month Payment HistoryDate Amount06/29/15 $86.0008/25/15 $70.0009/21/15...

$100.0011/02/15 $100.0001/16/16 $70.0003/07/16 $100.0003/21/16 $100.0004/04/16 $100.0006/06/16 $150.00Dunning HistoryDate Action05/25/16 Turn-Off Notice Mailed06/01/16 Mid-Cycle Call - Completed06/04/16 Intent to Disconnect MailedPayment Extension Hold 06/04/16 - 06/11/1606/20/16 Sealed for Non-PaymentNotes from Contact Center06/21/2016 - Customer aware had a turn-off notice for $259.42 and onlypaid $150.00. Aware turn-off notices must be paid in full to avoiddisconnection. Customer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a payment. Aware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr. [redacted] has defaulted twice from the Shutoff Protection Plan within thepast 12 months. He's not eligible for another enrollment until August 3,2016.I spoke with Mr. [redacted] on 06/21/2016 at 10:41 AM. He said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off Notice. Therefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistance. He said he sought assistance andcan't get it. I informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$109.42 for the turn-off notice and a $50.00 reconnect fee.Mr. [redacted] said that we're not willing to work with him. I informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balance. I suggested this was an attempt for us towork with him. He disagreed.Mr. [redacted] is aware we need $159.42 to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/2016

Average consumption from August to January 8/21/2015 to 1/26/2016 1228 kwh 8/25/2014 to 1/22/2015 1346 kwh 8/23/2013 to 1/24/2014 1390 kwh   Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior....

[redacted] Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25   original bill 11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt)   Adjusted bill 11/24/2015 to 12/23/2015 1492 kwh $197.69   Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the current months bill.   2/18/2016 @ 5:45, I called and spoke with [redacted] I first I apologized to Ms. [redacted] for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. [redacted], explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016 the low estimate was corrected.   Ms. [redacted] was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him.   [redacted] got on the phone and I explained to him the same thing I just had explained to Ms. [redacted]. Mr. [redacted] was calm and understood what happened. Ms. [redacted] started yelling in the back ground telling Mr. [redacted] to yell at me and argue with and demand that they were not paying this bill. Mr. [redacted] did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. [redacted] said he understood and didn't have anything further to discuss.    I apologized to Mr. [redacted] and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address.   Closed complaint 2/18/2016 Tell us why here...

Dates of service: 01/27/17 to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/13 (FEB) 1134 63 $177.52 $177.5202/14-03/14 (MAR) 1468 51 $230.57 $411.50**Note: $411.50 includes both bills and a late payment charge of...

$3.41.Current meter #30609217 was tested on 12/09/15 and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-2015 898 27Jan-2016 1352 43Feb-2016 2531 87Mar-2016 2131 71Apr-2016 1767 59Dec-2016 2284 74Jan-2017 2144 6003/21/17 - Tuesday at 4:48 pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concerns. I provided my directphone number for her to call back.03/21/2017 17:01:40 EST [redacted] [redacted])03/23/2017 08:38:16 EST [redacted] [redacted])03/21/17 - Tuesday at 5:32 pm - spoke with Mrs. [redacted] about herconcerns. We discussed the use on her two billing statements and thepotential for use at this address. In fact, when compared to last winterand the previous party#s use at this address, I confirmed that Mr. andMrs. [redacted] have been taking steps to be conservative with their use. Iassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accurately. She didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/17 a holdwas placed until 03/14/17 because she suspected that the first bill mayhave been prorated based on the last actual read. Jennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month bill. This may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple times. I confirmed that there were no billadjustments completed, only a second bill after the 3/14 billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:00 am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar 461148 Total/49.9 averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etc. I asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sure. Wedetermined that she does have a forced-air furnace, and Mrs. [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heat. This is having an effect on herelectric bill. If there is an increase between 1 and 4 am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/down. I explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional training. Iapologized for any confusion her interactions with our CSRs may havecaused Mrs. [redacted], and assured her that this has been sent to themanagement team in our Customer Service department. They will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for 1468 kWh.Once is for 1045 kWh of the use and the other is for the remaining 423kWh. She was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $50.00 as an apology for thefrustration she's experienced. I offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs. [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/17.

Dates of service: 08/06/2014 – Present   Mr. [redacted] had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering,  We installed a new meter at the home. After the adjustment, the account had a total balance of...

$271.03.  The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account:   - Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing.   Mr. [redacted] requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015.   02/16/2016 09:37:13 [redacted] W. [redacted] (BW[redacted]) I left a message for Mr. [redacted] on 02/16/2016 at 9:45 AM,   02/18/2016 13:50:15 [redacted] W. [redacted] (BW[redacted]) The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. [redacted] on 02/18/2016 at 2:23 PM,   02/19/2016 06:21:52 [redacted] W. [redacted] (BW[redacted]) 12 Month Payment History Date Amount 03/30/15 $207.68 04/21/15 $157.11 05/18/15 $110.62 06/10/15 $78.37 07/20/15 $71.51 08/25/15 $29.34 09/15/15 $27.47 12/15/15 $165.00 01/19/16 $165.00   I have sent the following letter to Mr. [redacted] on 02/19/2016: February 19, 2016     Dear Mr. [redacted],   I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Revdex.com. I understand your inquiry is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling.  Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the Michigan Public Service Commission.   The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll you on the Budget Plan, we will need to have your account paid up to date.  This amount is lower than the $436.03 bill you received to get you caught back up on the Budget Plan.   All payments made to the account have been credited to your account. Please let me assure you that no money has been lost.  We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####.   Our best wishes to you. Have a great day.   Thank you, [redacted] Customer Care Representative [redacted].[redacted]@cmsenergy.com cc Eastern Revdex.com

09/19/2017 08:38:22 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/2015 - PresentCUSTOMER CONTACT SUMMARY09/07/2017 | 9:07 AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the Better...

Business Bureau and reached his voicemail. Leftmessage with my contact information and explained our Energy Deliverydepartment would be investigating further. Someone from that group wouldthen be calling him to discuss this. Advised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr. [redacted] by phone and reached his voicemail. He left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr. [redacted] again by phoneand was unable to speak with him. He left another message at that timerequesting Mr. [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with him. He left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/2017 to address his concerns:[redacted]September 15, 2017Mr [redacted] MI, 48314Site Address [redacted]Troy, MI 48085Dear Mr. [redacted],This letter is in response to the inquiry that you submitted regarding themeter at your home. I attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/2017 to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/2017. It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger ones. To clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was old. You are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gas. If you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemand. Since the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customer. We're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the home. From there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issue. If you haveany questions please feel free to contact me. My direct line is###-###-####.Sincerely,[redacted]Energy Delivery Request Team Leader[redacted].[redacted]@CMSENERGY.COMTell us why here...

[redacted] MI 49224Account Number:  [redacted]Dates of Service: September 28, 2013 - Present[redacted]RELEVANT ACCOUNT INFORMATION:Usage History09/28/2013 10/16/2013 8910/17/2013 11/14/2013 50 - estimate11/15/2013 12/16/2013 40012/17/2013 01/17/2014 19 - estimate01/18/2014...

02/13/2014 17 - estimate02/14/2014 03/18/2014 74303/19/2014 04/15/2014 26104/16/2014 05/15/2014 8905/16/2014 06/16/2014 10506/17/2014 07/16/2014 9207/17/2014 08/15/2014 8908/16/2014 09/15/2014 16209/16/2014 10/14/2014 32910/15 15/2014 11/12/2014 51211/13/2014 12/12/2014 39012/13/2014 01/14/2015 28601/15/2015 02/13/2015 260 - estimate02/14/2015 03/16/2015 9603/17/2015 04/16/2015 16004/17/2015 05/14/2015 27205/15/2015 06/15/2015 31406/16/2015 07/14/2015 27107/15/2015 08/13/2015 52808/14/2015 09/14/2015 39609/15/2015 10/13/2015 38110/14/2015 11/12/2015 33211/13/2015 12/16/2015 11912/17/2015 01/20/2016 14401/21/2016 02/16/2016 11702/17/2016 03/16/2016 8403/17/2016 04/15/2016 20804/16/2016 05/17/2016 32105/18/2016 06/15/2016 303 -06/16/2016 07/16/2016 39807/17/2016 08/16/2016 43908/17/2016 09/14/2016 36009/15/2016 10/13/2016 35110/14/2016 11/15/2016 36411/16/2016 12/18/2016 41312/19/2016 01/18/2017 21201/19/2017 02/15/2017 20002/16/2017 03/16/2017 18503/17/2017 04/17/2017 38404/18/2017 05/16/2017 62105/17/2017 06/15/2017 70806/16/2017 07/17/2017 70507/18/2017 08/15/2017 73608/16/2017 09/14/2017 667- Smart meter installed 8/22/16[redacted]CUSTOMER CONTACT SUMMARY:9/27/17 3:30 pm- I called [redacted] at ###-###-#### and left a voicemail explaining thatI had received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.09/28/2017 09:10:33 EST [redacted] J [redacted] (DJ[redacted])9/28/17 9:33 am- I called Mr. [redacted] at ###-###-#### and spoke with him about his concerns.I let him know that a new meter was installed 8/22/16 and the usage hasbeen higher since that time which suggests that the old meter was notrecording all of the usage as it should have. I explained that the newmeters are more accurate.- Mr. [redacted] stated that he didn't believe that as the usage didn't showhigher until December and it has stayed higher since then. He also saidthat he was in Arizona from November - March so they weren't home duringthat time frame.- I asked if they had changed anything in the home or had any repairs doneand he said no.- I explained that I would not be able to offer him a Home Energy Analysisas they are only done at properties that we are the gas provider. I lethim know that I could have the meter tested to confirm it is recordingusage properly. That is scheduled for Friday, 9/29/17 from 12:00 - 4:00pm and I told him I would call him back after the meter is tested to goover the results.- I explained that if the meter tested fast that we would adjust hisbilling but if it tests good that we recommend he contact an electricianto check the appliances and wiring at the home.09/29/2017 14:39:48 EST [redacted] J [redacted] (DJ[redacted])[redacted]9/29/17 - Meter tested at 99.94% accurate. No shorts or grounds found andcustomer witnessed the test.[redacted]9/29/17 2:45 pm- I called Mr. [redacted] at ###-###-#### and went over the meter test results.He is aware that our meter is recording his usage correctly as he spokewith the technician while he was testing it. The technician and myselfrecommended that he contact an electrician if he still feels his usage ishigher than he thinks it should be. Mr. [redacted] thanked me for the followup.Complaint closedell us why here...