Airzip Internet Inc

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:They sent out a worker to my neighborhood where he parked houses down and snuck down to my house and began banging on gas meter Thankfully I was not at work as they had hoped and caught him in the act Took photos of the car parked houses down and made phone call to Consumers energy rep on why I was not notified of worker being sent to my house Very curious as to what was done as it sounded like he only came with a hammer to smash my house and gas meter about for 10-minutes Consumers rep confirmed worker in area but with the violent sounds coming from outside my house I dared not confront him for fear of my own personal safety Guess they were not happy with Revdex.com complaint and wanted to send me a message. I expected a phone call, letter or email not a sneaky person wielding weapons Not sure if I need police involved if they opt to send more people to damage my propertyHelp!
Regards,
*** ***

[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,
*** ***

[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 resolvedOne thing I would like to note is that even though Consumers claims that phone calls were not able to be completed they were never placedI confirmed after our phone conversation that the number tied to the account was not an old number and they must have an error with their calling system rather than just not having updated information
Regards,
*** ***

05/23/12:46:EST *** W*** (BW***)*** J *** / ***/ * *** * *** ***Dates of Service: 02/27/- PresentTotal Balance: $188.56The account is up-to-dateDay Payment HistoryDate Amount04/23/$60.8804/30/$60.8805/05/$50.0005/07/$60.8805/12/$60.8805/14/
$60.8805/17/$67.6205/20/$111.44Mr*** was only paying toward his Installment Plan and not paying towardhis current bill each monthDue to this, he defaulted from hisinstallment plans.I left a message for Mr*** on 05/23/at 1:PM, at phone number###-###-####.05/26/13:52:EST *** W*** (BW***)Mr***m defaulted from his installment plans (arrangements) on03/15/and 05/12/2017.I left a message for Mr*** on 05/26/at 1:Pm, at phone number###-###-####.I mailed a letter for closure on 05/26/2017:May 26, 2017*** ***m*** * ***e Rd***, MI 48883-9338Dear Mr***m,I'm pleased to inform you we've had a chance to look into your inquiryplaced with the Eastern Revdex.comI understand your inquiryis regarding payment arrangements.After looking into it further, your arrangements were removed because youwere not paying your current bills along with these installmentsThegoal of the payment arrangement is to get you caught up; this is why werequire full payment of your current monthly charges.As of today, your account is up-to-dateYour total balance owing is$188.56, due by June 1, 2017.Please give me a call if you have any further questionsHere's my directline, ###-###-####.Have a great dayEnjoy the warmer weather.Thank you,*** ***Customer Care***.***@cmsenergy.comcc Eastern Revdex.comCorporate Complaint closed 05/26/

08/11/11:43:*** C *** (JCJOHNSO)*** A *** *** *** ** *** ** 48504-4841Dates of Service: 04/08/- PresentI contacted Mr*** at ###-###-#### on 08/11/at 11:AM todiscuss his concerns about his recent appliance repairI apologized forthe miscommunication
when he originally signed up for his plan and let himknow that I would be forwarding his concerns to our Appliance Service Plandepartment to investigate furtherI told him that someone within thatdepartment would then be following up with him to resolve his concerns.I also provided Mr*** with my contact information and let him knowthat he can feel free to contact me with any other questions before hehears back.- I've forwarded this inquiry to *** in our Appliance Service Plandepartment for a resolution.08/18/17:43:*** C *** (JCJOHNSO)*** in our Appliance Service Plan department spoke with Mr*** on08/18/at 3:30ish PM to discuss his concernsShe provided me withthe following resolution:***I spoke to Mr*** and apologized for the confusion as well has hiscustomer service experienceAfter explaining how the gold coverageworks, he agreed to stay on the Appliance Service Plan and be upgraded tothe gold planDue to the additional damage evidently caused by thetechnician and his overall experience, I agreed to pay out on the goldplan for his refrigerator, which is $600.00, even though he didn't havethe proper coverage at the timeHe is aware of the new pricing for thegold coverage and I will be sending him additional paperwork so he isaware of the coverage details as well as the terms and conditionsWeaddressed the $bill as well, which I explained was actually not abillIt was simply letting him know how much the service call would havecost him if he did not have the Appliance Service PlanMr*** wassatisfied with the resolution and verified that he had no furtherquestions.***Customer concerns have been addressed.Complaint closed 08/18/2016Tell us why here

I am unable to access any account in *** * ***'s name. I have tried to locate an account using her name, address, phone number and email address with no results. It appears the account is in someone else's name. We will be unable to provide any account information to
anyone other than the account holder or without permission from that account holder. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12591580, 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,
*** ***

02/09/09:48:EST *** ** *** (***)CUSTOMER INFORMATION: *** *** / *** / *** * *** ** ***Dates of Service: 06/19/- Present*** *** / *** / *** * *** ** *** ***Dates of Service: 06/19/- PresentINITIAL CUSTOMER
CONTACT- I left a message for Mr*** on 02/09/at approximately 9:AM- I've assigned this to the Energy Efficiency Complaints group 02/14/08:43:EST *** ** *** (***)- *** *** provided a resolution on 02/12/2018:- I spoke with Mr*** at 9:am on 2/12- I apologized for his frustrating experience and asked for more details and feedback- He called the program call center when the rebate he received was for $instead of $and the representative he spoke with told him the problem would be fixed- He suggested we add an additional field on the online application tool to allow customers to add two account numbers (note: this would not solve the problem because often customers are not aware they have two different account numbers)- I told him we will issue a check for the remaining $and an additional $in amends- I thanked him for bringing this issue to our attentionMr*** was satisfied and appreciated the follow-upSUMMARY OF RESOLUTION- Customer received $rebate and claims he should have received $Resolution: *** looked into this and found the issue was due to both services not being on the same accountShe contacted him and let him know that we would be sending him the additional $rebate and crediting his account $due to his now resolved issue.Corporate Complaint closed 02/12/

01/20/15:57:EST *** *** (JCJOHNSO)*** * *** / 3664*** *** ** *** ** ***Dates of Service: 05/15/- PresentI contacted Mr*** at *** on 01/20/at 3:PM to discusshis concerns related to the recent promotional material he receivedrelated to
our Appliance Service PlanHe explained that although heidentified it as a marketing tool, he believes that other customers maynot realize it.I told him that we appreciate his feedback and I would be reaching out toour Appliance Service Plan department to address this furtherSomeonefrom that department would then reach back out to him to discuss itfurtherI also provided him with my contact information in case he hadany questions prior to hearing back.- I've forwarded this inquiry to *** in the Appliance Service Plandepartment for a resolution.01/30/17:29:EST *** C *** (JCJOHNSO)*** attempted to reach Mr*** on 01/23/at 7:30ish AM and01/30/at 9:00ish AM, but was unable to speak with him and he did notreturn her voicemailsTo address his concerns, she sent the followingletter to Mr*** on 01/30/2017:***01/30/2017*** *** *** *** ** ***Dear Mr ***,I would like to thank you for your important feedback in regards to ourPromotional ChecksI understand your inquiry is regarding a concernabout our Appliance Service Plan incentive checks vs rebatesWe have hadthis program for over years and this is one of our advertising methodsthat we use.We understand your concerns about it being misleadingWe have taken thenecessary measures to make sure the Promotional check is outlined with theappropriate verbiage as you stated in the complaint that it does say *Bycashing this check you will be in enrolled in the Appliance Service Plan*The check is a live check and we use a reputable banking institution.I will make sure your concerns are considered when we review futurepromotionsIf you would like, we can code your account so that you willnot receive promotional material from us in the futurePlease give me acall at your earliest convenience if you would prefer not to receivepromotional material or if you have any more questions or concernsYoucan call me directly at ***.We look for to hearing from youHave a great day.Thank you,*** ***Appliance Service Plan Department***Customer concerns have been addressed.Complaint closed 1-30-

02/12/10:23:*** G*** (RGESCUTI)On February 10, at 3:PM I called phone number ###-###-#### andleft a message for *** *** to contact me back directlyI left mydirect phone number.02/11/17:06:*** G*** (RGESCUTI)Account number: *** *** *** ***
*** ** *** *** MI 49505Dates of Service: 04/19/to currentTotal balance due 02/17/is $(credit)Shut Off Notice History:01/20/Shut off notice mailed $206.0301/27/phone call attempted02/02/phone call attempted02/03/phone call attempted02/03/Intent to disconnect mailed02/09/at 10:AM the service was turned off for non-payment (remotely)02/09/at 9:PM the service was connected (remotely)Payment History:08/31/$75.0009/14/$75.0009/28/$75.0010/09/$75.0001/29/$25.0002/05/$25.00...⇄ total balance due 02/17/was $Payments of $+$+ $were applied = $495.97-.Mr*** has a credit balance of $254.11-.On February 11, In light of customer service I removed $latepayment charge.$+ $8.20= $262.31-Mr*** has a credit balance of $262.31-.On February 11, at 9:AM I spoke with Mr***I told Mr***our records indicate the service was restored 02/09/Mr*** said heoverpaid and when he spoke to customer service they told him we will notmail a refundI apologized to Mr*** for customer service andexplained to him I do see the credit of $and as a courtesy I willremove the late payment charge of $I will request a refund check for$Mr*** said he appreciated my help and the phone call.A refund check request was submitted for $262.31.Formal Resolution Completed 02/11/16Tell us why here

02/08/08:01:EST *** * *** (***) 02/08/18- 8:am - *** *** returned my call to discuss the final bill from her old account as well as the first account number on the current address - I apologized for the confusion and frustration she experienced, and
assured her that her balance is $and that the amount owed (not included in the CARE installment plan) is $due on 02/12/- She thanked me for my help and had no further questions for me at this time- She will look forward to speaking with the ASP group about her ASP charges02/10/10:16:EST *** * *** (***) 02/09/# *** *** spoke with Ms*** at approximately 10:am- Apologized for the frustration she experienced, and explained that the ASP plan was not set up on her new account number by the customer service agent who created the new account for the new address when she called in to change the date of her move inThis will be reviewed for coaching opportunities with the employee- Explained the delay in having a supervisor call back when requested - explained counter measures we're putting in place for the next high volume seasons that we experience, including adding additional supervisor upgrades and coaching with the phone agents so that they are setting appropriate expectations for when customers get a call back- Enrolled Ms*** at her request in ASP Whole Home Care at correct address on her account using the same payment information she had submitted on her last plan- All changes were verified and approved by the customer- I have also sent up a text message verification, which is her preferred method of contact- She appreciated the follow up and was satisfied with the resolution of her inquiry

12/05/16:57:EST *** R *** (HR***)CUSTOMER INFORMATION*** *** / ***757*** *** Ave *** MI 48529-2025Dates of Service: 08/15/2015-PresentCUSTOMER CONTACT SUMMARY12/05/2017: I called *** *** at ###-###-#### at 4:PM and wespoke about her concernsI
asked her if she could provide me with contactinformation for Mr*** to get his permission to authorize her on theaccountShe provided me with his contact number.I provided her with my contact information and let her know that I'dcontact her back once I got some additional information regarding herconcernsShe thanked me for the phone call and we ended our conversation.I called *** *** at ###-###-#### at 4:PM and left avoicemail referencing the inquiry and requesting that he contact me backto provide me with verbal permission to authorize Ms*** on hisbehalf.12/07/18:19:EST *** R *** (HR***)12/06/2017: Sent email to *** *** requesting to obtain the meterread on the exchanged meter.- Received a response from *** *** and *** ***stating that we'd been unable to get a meter read from the retired meter,possibly due to it being overloaded.12/07/2017: I called *** *** at ###-###-#### at 12:PM andwe spoke about his concernsHe provided me with verbal authorization tohave Ms*** added to the account and I told him that I would becompleting a billing adjustment in light of customer service based on theuse per day from the August-September billing cycle of Mr***accepted this and we ended our conversation.I called *** *** at ###-###-#### at 1:PM and we spoke about herconcernsI informed her that I had calculated the use per day from theAugust-September billing cycle at roughly kWh/day and multipliedit by her August-September span days of 35, bringing the total kWh toThis decreased the account balance to $336.90.Ms*** stated that she felt they were owed more due to theinconvenience they experienced while awaiting information and filing thecomplaintShe expressed that she felt the adjustment was unsatisfactorydue to the energy efficiency steps that they'd made over the last year,but also acknowledged that they've experienced multiple internalelectrical problems that their landlord has not assisted withI offeredto apply a $credit to the account in light of customer service, butstressed that the adjustment was based on their historical average use andsuggested that they continue to pursue other options with their landlordfor improvements in the homeMs*** accepted this.I asked if she had any additional concerns that she'd like to address andshe stated that she did notShe was happy with the resolution and weended our conversation.12/08/08:15:EST *** R *** (HR***)RELEVANT ACCOUNT INFORMATION15-MONTH METER READING HISTORYDATE READ USE TYPE08/29/kWh Actual09/28/kWh Actual10/27/kWh Actual12/01/kWh Actual01/03/kWh Actual02/01/kWh Actual03/01/kWh Actual03/30/kWh Actual05/01/kWh Actual05/31/kWh Actual06/29/kWh Actual07/31/kWh Actual08/24/kWh Actual09/28/kWh Estimate10/27/kWh Estimate11/02/kWh Estimate- New meter installed on 11/03/201711/29/kWh ActualSUMMARY OF RESOLUTIONESTIMATE/METER READ HISTORY: This information is detailedin the RELEVANT ACCOUNT INFORMATION section of the logCUSTOMER'S REQUEST FOR ACTUAL READ FROM OLD METER: Per*** *** in our Meter Testing and Quality Management department, wewere unable to obtain a final read from the retired meter due to it beingoverloaded (unable to be tested)CUSTOMER'S REQUEST FOR ADJUSTMENT OF BILL DUE TO WHAT THEYFEEL WERE HIGH BILLS: In light of customer service, I adjusted theAugust-September bill based on the use per day figure of theAugust-September billing cycleIn addition to this, I requested fora credit of $be applied to the account.COMPLAINT CLOSED: 12/07/

Tell us why here...09/01/08:26:*** W*** (BW***)*** L *** / *** / *** *** ** *** ***Dates of Service: Prior to July - 08/25/2015Service had been in Mr*** name for more than years at the timeservice was disconnected for Theft of Energy.Theft Case
#***09/01/08:36:*** W*** (BW***)I have sent an email to *** ***, cc *** ***, *** ***, and*** ***.09/01/09:54:*** W*** (BW***)Theft Details:DATE THEFT STARTED: 3/1/12NATURE OF TIP: Corix smart meter installer found a drill hole in side ofplastic meter cover and government seal is missingThey installed TPRlock and sealed box.DATE RECEIVED: 8/12/15Closed customer#s active account, #***, on 8/25/with an indexof and billed an additional unmetered use from 3/1/- 8/27/ofkWhs.We based the date the theft started because the usage dropped by abouthalf.Theft Billing Information:$= $(account #*** - metered use through 7/27/15,index ***) + $deposit + $reconnect fee + $(account#*** theft invest cost) + $theft use (account#***)Customer Contacts:I returned the voicemail left on 8/26/to *** *** on8/28/at approximately 14:He denied any knowledge of the tamperIexplained that the tamper was not done by CE and his home received benefitof the unmetered/unbilled electric service*** doesn't feel he should beheld responsible for something he did not doI asked why he didn't cometo the door when the police were onsite and give his side of the story? Heclaimed that he was not home at the time (see ***#s write up below)Hethen stated that he wasn#t the owner of the homeI told him that per theassessor on 8/11/15, he is the owner of the home and the home is 100%Homestead exemptI made a deal to accept $cash/money order in DPOfor reconnectThe remaining balance is to be transferred to his newactive account, at which time he can make an arrangement on the balance.Investigation Notes:The electric service was on and there was a small hole (approximately3/16") inthe side of the plastic meter cover and there were scratch marks insidethemeter giving evidence that an object had been inserted into the meter tordthe amount of electrical usage being registered and allow partialunmetered(illegal) electric service.I contacted Antrim County Central Dispatch at approximately 4:02pm and adeputywas dispatched to my location.I contacted Electric Dispatch at approximately 4:14pm and an ElectricServiceWorker (ESW) was dispatched to my location.Deputy M *** arrived at approximately 4:27pm and I briefed him on thesituation and showed him the evidence of electric utility theftInDeputy***#s presence I removed the meter box cover and we discovered that theTSealhad also been removed and the meter cover fell off the meter when Ibeganto remove it indicating that the meter had previously been tampered with.Deputy *** retained the electric meter as evidence.Deputy *** attempted to make contact with the residents and spoke withayoung white male who identified himself as the son of the Customer orRecord andhe told Deputy *** that his father was not home and in fact was at workinCadillac.Deputy *** finished his investigation and left the scene atapproximately5:04pm.I requested and processed a meter removal order and secured the metersocketwith a pie plate, a tamper proof side lock, and a red sealToday#selectricmeter read was 37558.RESOLUTION: I made deal to accept $for reconnect instead of $1843.09in full.I attempted to reach Mr*** on 09/01/at 10:AM at phone numbers,###-###-#### and ###-###-####Neither phone number was working.09/04/13:41:*** W*** (BW***)I spoke with Mr*** on 09/04/at 1:PMWe discussed his accountand why his services were interrupted, due to unauthorized use.I explained we found his meter had been tampered with to lower the amountof usage recorded by the meter.He said he didn't do this and doesn't know who didI explained that hestill benefitted from service on a tampered meter that had been sloweddown to lower the amount of energy billedThat is why we are requiring alarge payment to restore services.I also stated that we can see where the usage on his account dropped byhalf and continued to stay at about half the energy he had alwayspreviously used.He stated that his wife left him and that's why there's a 50% drop inusage.We then talked about the amount to have the account restoredI informedhim we are requiring the amount of $to restore his serviceWewon't be able to restore service until this amount is paid to his accountand the remainder of the balance will be moved to his new account that issetup at that time.Corporate Complaint Closed 09/04/

03/19/16:45:EST *** J *** (DJ***)*** *** / 2304*** *** ** SAGINAW MI 48602-1849Dates of Service: December 22, - Present***RELEVANT ACCOUNT INFORMATION:Current Balance: $487.28***- New electric meter was set on 12/22/Smart meter placed *** blockto
confirm meter was sending reads remotely*** block was manuallyremoved on 3/9/and the account billed.***CUSTOMER CONTACT SUMMARY:3/19/4:pm- I called *** *** at ###-###-#### and left a voicemail explaining Ireceived the inquiry he placed with the Revdex.com regardinghis billingI asked that he return my call to go over his concerns andleft my call back number.03/21/09:26:EST *** J *** (DJ***)3/21/9:am- I called Mr*** at ###-###-#### to go over his concerns and he said hewas at work and unable to talkHe asked that I call him back on Friday,3/23/after 1:pm.03/26/13:22:EST *** J *** (DJ***)3/26/1:pm- I called Mr*** at ###-###-#### and spoke with him about his concerns.I explained that we had installed a new smart meter at his home on12/22/When a smart meter is installed there is a *** blocked placedon the account so that they can confirm the meter sends reads remotely asit shouldI let him know that the *** block on his account was notremoved in a timely manner as it should have been and that is why theaccount didn't generate bills and he didn't receive any.- I explained that the *** block was removed and the account billed on3/9/in the amount of $The current billing cycle ended on3/21/and that *** generated leaving the account with a balance of$I apologized to Mr*** for us not getting bills out to him aswe should have and because of that I would be happy to remove $158.42,which is 25% of his total balanceHe told me he would really appreciatethatHe is aware this will leave him with a balance of $and Iasked if he would like me to set up a payment arrangement for the balance.He told me that won't be necessary as he is sending out $today andwill have the remaining balance paid by the due date of April Hethanked me for removing part of the balance and ended the call.***SUMMARY OF RESOLUTION:3/26/18- Smart meter was installed on 12/22/and a *** block was placed onaccount giving time to confirm the meter was sending remote readsThe*** block was not removed until 3/9/and then the account generatedbillsThe current *** generated on 3/22/leaving a total balance of$For the customer's inconvenience 25% of the balance, $158.42will be removedThis will leave a balance of $A paymentarrangement was offered but the customer stated he wouldn't need oneHewas satisfied with the resolution.***CUSTOMER CONCERNS TO BE ADDRESSED:New meter was installed on 12/22/17, the date of move inA *** blockwas placed on the account to confirm the meter would send reads remotely.This was removed on 3/9/and the account generated billingThe full balance on the account is $and an offer was presentedto the customer to remove $158.42, which is 25% of his full balance forhis inconvenience and it was acceptedA payment arrangement was offered for the remaining balance of $475.27but the customer stated he wouldn't need an arrangement.Complaint closed 3/26/18 Tell us why here

Dates of Service: 03/04/- Present I contacted Mr*** at ###-###-#### on 11/23/at 10:AM to discuss his concerns and reached his voicemailI provided my contact information as well as the reason for my call and informed him that I would be working with our Theft department to obtain
additional details about this situationI asked that he call me when he is available to discuss this further - I've reached out to *** and *** in our Theft department to provide additional information regarding this case 12/01/09:07:EST *** C *** (***) Dunning History Date Action 08/12/Turn Off Notice Mailed ($1,437.32) 08/16/Turn Off Call Made - Completed 08/19/Intent to Disconnect Mailed 09/27/Electric Service Disconnected 11/04/SPP Default Notice Sent ($621.00) 11/08/Default Call Made 11/14/SPP Deactivated 11/17/Turn Off Notice Mailed ($2,388.86) 11/22/Turn Off Call Made - The delay in disconnection between when the final disconnect notice was sent on 08/18/and when the service was disconnected on 09/27/was because we were contacted by assistance agencies on 08/22/and 09/06/On both occasions, 14-day holds were requested and placed, but no payments were made or authorized by the agencies - Diana, the theft investigator working on this, provided me with additional information surrounding this issueAfter the service was disconnected, Mr*** enrolled in the Shut-Off Protection Plan on 09/27/to restore the electricityHe paid the required $675.00, which included the $down payment and a $reconnect fee, at an unauthorized paystation to enroll in the plan and reconnect his electric service on 09/30/With it being an unauthorized paystation, he was advised at the time to contact us once the payment posted and we would have a reconnect order submitted - Mr***'s $payment posted on 10/04/2016, but he did not contact us to request a reconnect - Since we did not hear back to restore service, the disconnection process continuedA field worker was sent to the home on 11/21/to turn the gas service off and found that the electric meter was turned back onAt that time, the electric service was turned off once again and a tamper proof lock was placed on the meter - Mr*** has been charged an investigation cost of $for the self-tuof his electric meter - Additionally, although the Shut-Off Protection Plan was enrolled as a result of his payment posting, the payment of $due on 10/28/was not paidAs a result, the plan was removed and the account went back into a shut-off statusMr*** contacted me back on 11/23/at 3:PM to discuss this furtherHe told me that he has not yet spoken with the investigator on this and isn't sure why his service was turned offI explained that after we initially disconnected the service on 09/27/2016, we never received a request to turn his electric meter back onI confirmed that we received the payment of $that he made to enroll in the Shut-Off Protection Plan, but he didn't call back following that to restore the service Mr*** was unable to provide an explanation as to how the electric service was turned back onI told him that although I can't say who turned it on, we know that we were not out to restore itSince he is the account holder, though, he is responsible for the service and any meter tampering that occursMr*** told me that he understood and that he is working with the Department of Health and Human Services to help pay his energy chargesI told him that in order to get assistance he will need to first ensure that the investigation cost of $is paidHis current past due amount of $2,can then be covered by an agency as long as he qualifiesOnce we hear back from them to authorize the payment, the service can be reconnected and we would be able to waive the security deposit requestIf he is unable to get assistance, the full past due balance of $2,would need to be paid along with a $security deposit to turn the service back onSince his $payment included a reconnect fee, he would not be charged again for thatMr*** thanked me for my assistance and said that he would pay the $investigation cost and continue to seek assistance to restore the serviceI told him that he could feel free to keep my information in case he has other questions Customer concerns have been addressed Complaint closed 11/23/Tell us why here

10/17/17:12:EST *** J *** (DJ***)*** *** *** Rd.*** *** MI 48073Account Number: ***Dates of Service: June 30, - Present***10/17/- Assigned to: Metro Property Restoration***CUSTOMER CONTACT SUMMARY:10/17/5:pm- I called *** *** at
###-###-#### and left a voicemail explainingthat I have forwarded the inquiry he placed with the Revdex.com to our Property Restoration departmentI let him know thatthey will be following up with him within the next few business days.10/24/09:42:EST *** J *** (DJ***)10/18/17- Gas Field Leader, *** *** sent me the following information:I have made contact with the customerI asked if he would rather call alandscaping contractor to give him an estimate for repairs and then submitthat estimate for payment or have our CE restoration crew make the repairstomorrow 10-19-He said he would rather our crew make the repairsIasked the customer to call me after the work was completed to verify thathe was satisfiedHe said he would call me on Friday 10-20-I calledhim at the provided number ###-###-####.10/23/17- I received the following information from *** ***:I called the customer on 10-20-and he said he was happy with the workwe had done on his landscaping but was still not happy with the lawnrepairHe stated he felt it was still lowI sent our restoration crewback on 10-21-and they made additional repairs.Mrs*** confirmed that she was happy after our crew was finishedwith the repairs.SUMMARY OF RESOLUTION:- I completed informal complaint #***on 7/26/for same issue.- Damage to yard and flowerbeds occurred when gas line work was done inthe area.- Per previous complaint Mr*** was aware that a post card and aletter were mailed in May regarding the gas line work in the area.- Restoration work was to be completed by 8/16/in the area but was notdone at this homeRestoration to the lawn and flower beds was completedon 10/21/to Mrs***'s satisfaction.Complaint closed

07/08/15:11:*** I *** (***)----------------------------------------------------------------*** *** # *** *** *** *** MI ***----------------------------------------------------------------Service was turned off at *** *** *** *** by
ConsumersEnergy on 7/25/*** *** requested service to be turned on for thedate of 3/09/We found evidence of meter tampering when we arrivedto reconnect the meter.*** *** requested service in his name at *** *** *** *** on4/29/where he was advised that his outstanding balance would need tobe paid prior to placing the service in his name, and that we would needto receive positive identification and lease or owner informationMr.*** stated that he didn#t have a lease, that a friend from church isletting him stay at this home.On 5/20/the representative that completed the service request for Ms.*** noted the account that Ms*** is the owner of the property, movedout for a while, and moved back in; stating the prior account holder washer tenantMs*** was advised to bring in notarized copy of the deed,picture ID and proof of social security, and made aware that processingcould take up to five business days.With the investigation, Consumers Energy was unable to confirm theft ofelectric service due to a meter exchange that occurredGas service wasregistering use as of September while there was no active accountbilled for this address until March 2016.A copy of the quit claim deed for *** *** *** *** reflected thatthe deed was signed into *** ***#s name on 10/5/and registered on3/5/13.An account was created in the name of *** *** for the address ***
*** *** *** for the service time frame of 9/16/to3/08/The unauthorized gas usage was billed.On 5/24/*** from our theft department spoke with *** ***.*** inquired about Ms***#s relationship with other individualsthat had recently requested service in their name at this addressIt wasconfirmed that *** *** Jris the boyfriend to Ms*** and they areresiding togetherMs*** confirmed the account holder prior to herselfis her nieceAnd the account holder prior to her niece is her ex.Ms***#s ex's was a name also reflected on the quit claim deedpresented.Ms*** was advised by *** that as the owners of the home they areboth considered responsible parties, and she is the past and present userof the energy at this residenceMs*** responded by indicating she isaware debt goes away after time and she will just move*** advisedthat the balances will need to be paid prior to service restoration.*** *** contacted *** again on 5/24/and advised that sheunderstands that she is responsible for the balance and that she would befiling bankruptcy*** advised that with filing bankruptcy we wouldstill be requiring a security deposit for reconnection of service.Ms*** inquired about how much it would be to turn on the serviceimmediately, where *** provided the breakdown of $$2,from theunauthorized gas use, $reconnect fee, $investigation costsand $2,security deposit totaling $4,Ms*** expresseddispleasure with this information and stated she would pay no more than a$security deposit*** explained that Consumers Energy needs tosecure the account, following the statements made by Ms*** that shewould not be paying any of it and she would be filing bankruptcy, inaddition to the knowledge that over $4,were written off from a priorunpaid account, and this unauthorized use being considered theft ofutility, we are willing to meet half way; *** agreed to half of thesecurity deposit at $1,if the balance is paid, however the originalquoted $2,security deposit will be required in the event bankruptcyis filedThe ending total quoted for reconnection of service is $3527.96.It is noted that Ms*** stated that was fair, she thanked *** andindicated they would speak later.On 7/5/at 4:PM I called ###-###-#### and was directed to arecorded message stating that the person I dialed is not available and Iwould be directed to leave a message, and then I was directed to arecording stating the queue is full and that I would be disconnected.On 7/6/at 11:AM I called ###-###-#### and was directed to arecorded message stating that the person I dialed is not available and Iwould be directed to leave a message, and then I was directed to arecording stating the queue is full and that I would be disconnected.On 7/6/11:AM I called ###-###-#### and left a voice message on ageneric voicemail providing my phone number for contact.On 7/7/at 2:PM I called ###-###-#### and received the recordedmessage advising the message queue is full prior to disconnection.On 7/7/at 3:PM I called ###-###-#### and it sounded like the linewas answered then disconnected, I immediately returned call and wasdirected to a voicemail where I provided my phone number for call back.On 7/8/at 12:PM I called ###-###-#### and received the samerecorded message advising the message queue is full.On 7/8/I mailed the following letter for closureJuly 8, 2016*** *** *** *** ***.*** MI ***-7217 Dear Ms***,I#m pleased to let you know that we've received your concerns regardingyour account at *** *** *** *** MIBecause our customersare important to us, we've taken your concerns seriously and have reviewedyour account.With my review of your account and the investigation report I found thatas a result of unauthorized use at *** *** *** *** we are requiringthat the minimum amount of $be received prior to the reconnectionof the serviceThe balance of $is derived from gas consumptioncharges billed for the unauthorized use while you were the owner of thehome totaling $2,226.49, a reconnection fee of $100.00, an investigationfee charged for the investigation of the unauthorized use totaling$201.47, and a security deposit of $1,000.00.Consumers Energy researches the eligibility of the property and therequestor any time there is a request for service to be rendered in a newparty#s nameAs long as the eligibility requirements are met, we willnot deny serviceIn the case of your fiancé; because you are utilizingthe service at this address, having the account placed into your fiancé#sname to have to service reconnected would be considered avoidance of abill and could ultimately cause additional charges to be billed.I am sorry that you feel you have been treated unfairly and yourinteractions with our contact center were less than desirableI haveforwarded your situation for review which will allow your customer insightto be utilized for coaching and additional training opportunities;hopefully allowing us to continue on the path of offering exceptionalcustomer service with every interaction.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,*** ***Tell us why here

08/15/13:26:*** C *** (***)*** * *** / *** *** ** ** *** ** *** *** MI 49315-9287Dates of Service: 05/15/- PresentMonth Meter Read HistoryDate Read Type09/01/4,Actual10/01/4,Actual10/31/4,Actual12/03/4,
Actual01/07/4,Actual02/04/5,Actual03/06/5,Actual04/04/5,Actual05/04/5,Adjustment...⇄ Communicating Meter06/03/6,Adjustment-Non Communicating Meter07/05/6,Adjustment-Non Communicating Meter08/03/6,Adjustment-Non Communicating Meter08/05/6,883/Actual-Meter Exchange- Ms***'s smart meter stopped reporting her monthly meter readbeginning on 05/04/and it was instead estimated that month and thefollowing three meter readsWe exchanged her meter on 08/05/andobtained the actual final read on her prior meterThe billing was thencorrected based on that final actual read.- Ms***'s current balance of $reflects the electric usethat was not estimated for over the last four billing periods.I contacted Ms*** at ###-###-#### on 08/15/at 1:PM todiscuss the billing inquiry that she submitted to the Michigan Agency forEnergy and reached her voicemailI left a message with my contactinformation as well as the reason for my call and requested that shecontact me when she was available.08/15/18:03:*** C *** (***)Ms*** contacted me back on 08/15/at 3:PM to discuss heraccount furtherShe explained that the representative that she spokewith recently insinuated that the adjustment that was done was due to herprevious meter being slowI apologized for the misunderstanding as wellas the wait time she experienced when addressing this and told her thatthe billing correction that was done was not related to a slow meterIexplained that although her electric use was being registered correctly byher meter, the communication module that sends her meter read to us eachmonth remotely was not function properlyAs a result of us not receivingactual meter reads, her bills for those four months were estimatedWhenwe exchanged the meter on 08/05/2016, we obtained the actual meter read atthat time and adjusted her billing to reflect that actual useI told herthat her current bill reflects the energy that was used but wasn't billedfor over the last months.I apologized to Ms*** for the confusion that was caused as wellas the unexpected bill resulting from the underestimated meter readsIoffered to set up a payment arrangement for her existing balance of$113.87, but she said she would rather she maintain her automatic paymentmethod and have it paid at onceI told her that because of theinconvenience, I would have a $good faith credit applied to heraccount in light of customer serviceAdditionally, I offered to send herthe previous four bills that we sent based on the estimated reads for herrecordsI also told her that she can keep my contact information andcould reach out to me in the future if she had any questionsShe thankedme for my assistance and verified that she had no further questions.- I submitted a $credit to be applied to Ms***'s next bill.I sent the following email along with the requested invoices to***@yahoo.com on 08/15/at 5:PM:***Hi Ms***,Per our conversation today, I#ve attached the .pdfs of the originalestimated bills that we submitted during the time that your meter was notcommunicating your meter readsI#ve listed them by the scheduled meterread date of each corresponding monthIf needed, my contact informationis listed below and I would be happy to answer any additional questionsyou may haveI#m sorry again for the confusion that has been caused andplease let me know if I can be of further assistance.***Customer concerns have been addressed.Complaint closed 08/15/

01/29/12:39:*** J *** (DJ***)Account number *** *** *** Rd.*** MI 48457Dates of Service: January 4, - PresentI have remarked the account.***Time LineDate Action/Notice12/30/MoRequested - for 01/04/- PIR requested01/15/
Condition of Service Letter - mailed01/22/Service Disconnected01/23/Lease/ID - faxed in01/25/Service Approved01/25/Service Reconnected***On 12/30/the account was automatically noted that PIR was required.1/23/- The following note was left on the account by call centersupervisor:User Notes 01/23/12:03:56=======================================================*** Supervisor CallJoined call with CSR ***Mr*** aware unable to restore serviceuntil the documentation that he faxed today is reviewedPer notes oncontact - paw/Needs lse/id and fraud approvalHe states did not getletter we mailed on 1/until yesterdayHe has pregnant wife and norelatives in areaSent note to Fraud.1/25/- The following note was left on the account by fraudinvestigator:=======================================================User Notes 01/25/08:08:08=======================================================***End Contract ReversedTN APPROVED FOR *** *** / 10302013*** *** RD ***1/26/- At 5:pm I called ###-###-#### and left a voicemail with mycontact information.1/29/- At 11:am I called ###-###-#### and spoke to *** about theirconcerns*** said that he didn't remember the person telling him thathe had to get the paperwork in right awayI explained to him at the timeof a move in request the customer service representative reads from ascript on the move in screen that states that we need your ID/socialsecurity/lease within daysIf it's not received we do send a letterfor Condition of Service which was mailed on 1/15/16.01/29/13:34:*** J *** (DJ***)*** told me that they had faxed in the paperwork after the power wasturned off but he was told that we wouldn't help them over the weekendIapologized that after 6:pm our customer service is closed and we arejust emergency services and we would not be able to approve anyone forservice after that time of dayI explained that when a customer'spaperwork is faxed in it goes to our investigators in the Fraud departmentand they have to validate everyone for serviceI explained thatdepartment does not work over the weekend but the supervisor that he hadspoken with did alert them that you needed to be approvedIt can takefrom 3-business days for the process but on Monday 1/25/the frauddepartment did work to get him approved so that we could get the servicerestored for them on Monday.I apologized to *** that his electric service had been turned off, as Iknow how upsetting that would be, but we did work as quickly as possibleto have it restored after he faxed in his documentation*** said heunderstood it was just upsetting because they were without power over theweekend*** also said that it didn't matter anymore because the poweris back onHe thanked me for calling and ended the call.Complaint closed

04/19/16:11:EST *** W*** (BW***)*** A *** / *** / *** * *** ** CADILLACDates of Service: Pre-July - PresentI spoke with Mr*** on 04/19/at 4:PMI let him know wereceived his inquiry and I would be looking into it further and would callhim once complete.He
thanked me for calling.04/20/13:47:EST *** W*** (BW***)I left a message for Mr*** on 04/20/at 2:PM, at phone number###-###-####.Because Mr*** hasn't had a security deposit waived for a reconnectionof service and he paid the full amount past due and the reconnection fee,I have decided to release his deposit, in light of customer service.This is the one and only time that we are able/willing to do this.I have sent an email to PO Box: Controls to have the security depositreleased to the accountThis will result in a total balance owing of$349.96.04/20/15:30:EST *** W*** (BW***)The amount of the security deposit is well within the times the amountof the average bill rule.Mr*** called back on 04/20/I let him know that I have releasedthe security deposit on his account, in light of customer serviceI alsolet him know this is something that we can only do once for a customer andwe won't be able to do this again.Mr*** asked how long this has going onI informed him that we havebeen charging security deposits on accounts that have been shutoff fornon-payment since I've been here, which was 2008.He thanked me for assisting him with his concern and when I asked him, hesaid all of his concerns were taken care of.Corporate Complaint closed 04/20/2017 TaskTask text MM*** re-open 4-21-Status TSCO Planned start 04/21/12:54:Planned end 04/21/12:54:Completed on 04/21/by ________________________________________________________________________04/21/12...⇄ *** M*** (MM***)MM*** re-open - please show credit/shut off history leading up todeposit request.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 04/21/00:00:Planned end 04/21/13:03:Completed on 04/21/by ________________________________________________________________________04/21/12...⇄ *** W*** (BW***)Dunning HistoryDate Action03/16/Turn-Off Notice03/21/Mid-Cycle Call - Not Completed03/22/Turn-Off Call - Not Completed03/24/Intent to Disconnect03/30/Sealed for Non-paymentCustomer stated he never had electric shutoff prior to this disconnection.Tell us why here