Airzip Internet Inc

12/05/14:56:EST *** A*** (JA***)CUSTOMER INFORMATION:*** G ***CA# *** *** CT *** MI 48186-4782Dates of service: 11/11/- present.RELEVANT ACCOUNT INFORMATION:Current account balance: $634.33- credit.Home Heating Credit of $applied on 11/20/17.THAW made
two payments totaling $earlier this year ($on02/23/and $on 03/01/17).12/06/08:43:EST *** A*** (JA***)- Section 527a of the Michigan Income Tax Act of 1967, which contains therules for the Home Heating Credit, indicates that if a customer hasreceived home heating assistance from the department of human services, agovernmental agency or a nonprofit organization in the months prior toreceiving an energy draft, the excess is required to be carried forwardfor months.12/08/10:48:EST *** A*** (JA***)CUSTOMER CONTACT SUMMARY:12/06/17: 9:AM - I called and got Mr***'s voicemail and left amessage with my contact information, requesting a call back.12/08/17: 10:AM - I called and spoke with Mr***, explaining thatwe are following the Michigan State Tax Act of He asked me to emailhim a copy of that informationI agreed to send that information andverified his email address.I have sent the following to Mr*** by email:Dear Mr***,Below is the link to the Income Tax Act:***
***
** is the one that you#ll want to look at.Please let me know if you have any additional questions or concerns.Sincerely,*** A***Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####***.***@cmsenergy.com#is the following:(6) If a claimant whose energy draft exceeds his or her outstanding billsdoes not request a payment from an enrolled heating fuel provider undersubsection (5), an energy draft remitted to an enrolled heating fuelprovider shall be applied upon receipt to the claimant's designatedaccountThe energy draft may be used to cover outstanding bills that theclaimant has incurred with the enrolled heating fuel provider and to coversubsequent heating costs until the full amount of the energy draft is usedor until year after the date on which the energy draft is first appliedto the claimant's designated accountIf a credit amount remains from thisenergy draft after the 1-year period, or if prior to the end of the 1-yearperiod a claimant is no longer a customer of the enrolled heating fuelprovider, the heating fuel provider shall remit the remaining unusedportion to the claimant in the form of a fully negotiable check within 14days after the end of the 1-year period or within days aftertermination of service, whichever is sooner.SUMMARY OF RESOLUTION:- Regarding the requested refund for the Home Heating Tax Credit issued toMr***: we are unable to refund him the amount of this energy draftbased on the Michigan Tax ActMr*** has been forwarded theinformation on the Act to review.COMPLAINT CLOSED 12-8-

06/22/09:41:*** W*** (BW***)
06/19/14:55:*** W*** (BW***)
*** J *** / *** / *** *** ST ***
Dates of Service 03/02/- 02/28/
I left a message for Ms*** on 06/19/at 2:PM, at phone
number ###-###-####
The
final bill was billed from 02/24/- 02/28/for MCFs
Based off use per day, I have adjusted her usage to MCF's of gas from
02/23/- 02/28/
Final bill total $(as of
- Balance Forward - $(as of 03/18/2015)
- Actual final bill charges and Late Payment Charges - $(as of
03/18/2015)
The Final Bill Balance of $was transferred to Ms*** new
account (***876) on 04/23/
After the adjustment, the total credit on the closed account is $
This means her final bill was adjusted down to $for the days of
service in February, not including the balance forward of $
I will be transferring this credit balance of $to Ms***
new account
I left a message for Ms*** on 06/22/at 10:AM, at phone
number ###-###-####
06/23/10:55:*** W*** (BW***)
I have transferred the credit of $91.80:
From:
*** J *** / *** / *** *** ST ***
To:
*** J *** / ***/ *** *** ST ***
Prior to the balance transfer, the total balance on account #***
was $After the balance transfer, the total account balance is
$
06/24/12:39:*** W*** (BW***)
Correction: The final bill was billed at $
I left a message for Ms*** on 06/22/at 10:AM, at phone
number ###-###-####
I left a message for Ms*** on 06/22/at 12:PM, at phone
number ###-###-####
06/25/14:42:*** W*** (BW***)
I have sent the following email for closure on 06/25/to email address
***@gmail.com:
Dear Ms***,
You#ll be pleased to know we#ve had a chance to look into your inquiry
placed with the Eastern Revdex.comI understand you#re
concerned about the amount of gas billed to you at your previous address
for six days of gas service
I#m truly sorry your bill was not fixed the first time you reached out to
usReceiving a bill like this would be unsettlingWe completely agree
with you when you say you couldn#t have used that amount of gas in that
short of time
Your final bill for the six days in February, was originally billed at
$108.22, with a balance forward of $105.82, meaning your total balance
owing on the final bill was $Only the $was charged during
these days
The new final bill is a total of $The adjustment was completed
based off use per day from actual readsThis left your previous account
with a credit balance of $I have transferred this credit balance
to your current account on *** **After the credit was applied, your
account balance on *** ** was lowered to $247.53, down from $
Please give me reply to this email or give me a call if you have any
questions, here#s my direct line, ###-###-####
Our best wishes to youHave a great summer
Thank you,
*** ***, Customer Care Representative
Office: ###-###-#### | Fax: ###-###-####
***.***@cmsenergy.com | www.ConsumersEnergy.com
cc Eastern Revdex.com
Corporate Complaint closed 06/25/

[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,
*** ***

10/03/11:20:*** I *** (EIHALLEN)----------------------------------------------------------------------...⇄ *** # *** *** *** *** ***, MI 48655-1016CA# 2211------------------------------------------------------------------------Serv...⇄ Dates: 05/24/to
PresentTotal account balance: $906.90The total account balance consists of $in current charges and$in past due chargesMonth Payment HistoryDate Amount10/14/$440.0010/17/$100.0011/14/$160.0012/26/$346.0001/23/$346.0003/05/$34...⇄ Status08/12/Mail turn-off notice08/16/Mid-cycle call-completed09/29/Turn-off call- completedArrangement HistoryPlanSPP 04/04/Removed for non-payment on 5/31/2016IP 06/13/Canceled for non-payment on 07/07/2016IP 07/18/Canceled for non-payment on 08/11/2016SPP 08/29/Enrollment not completed # complete DP not receivedSPP 09/14/Enrollment not completed # DP not receivedSPP # Shut-off Protection PlanIP # Installment PlanDP # Down PaymentHold HistoryDates Type08/17/16-08/26/Payment Pending08/29/16-09/12/SPP Request09/12/16-09/19/Payment Pending09/14/16-09/28/SPP RequestOn 10/03/at 8:AM the account was noted by a contact centerrepresentative that an additional Installment Plan has been agreed to, forsix payments at $due on 10/08/16,10/22/2016, 11/05/2016,11/19/2016, 12/03,2016, 12/24/2016.I ensured that the arrangement was set up as an active arrangementOn 10/03/at 11:AM I called ###-###-#### and left a voice messageproving my name and phone number for contact.10/04/13:01:*** I *** (EIHALLEN)On 10/04/at 12:PM I called ###-###-#### and spoke with Shelly***I explained that I was calling as a follow up because I receivedher inquiry after the arrangement was made on the accountMs***expressed some concerns regarding the affordability of the bi-weeklypayments of $Together we reviewed her payment history and therecent arrangement requests on the account; I offered to adjust theinstallment plan to monthly incrementsTogether we agreed to monthlypayments on the 15th of each month beginning 10/15/and ending03/15/Ms*** is aware that these payments are in addition toany new charges assessedWe discussed consumption and I explained thedifferent energy efficiency resources available on our website athttps://new.consumersenergy.com/residential/save-money-and-energyMs.*** thanked me for my help and the information.Complaint closed 10/4/2016Tell us why here

12/05/15:22:EST *** J *** (DJ***)*** *** ** *** MI 49071Account Number: ***Dates of Service: October 9, - Present***12/5/- Assigned to: *** *** CC: *** ***, Damage Claims***CUSTOMER CONTACT SUMMARY:12/5/3:pm- I called
*** *** at ###-###-#### and left a voicemailexplaining I received the inquiry he placed with the Better BusinessBureau regarding a damage claim and have forwarded it to that department.I let him know they will be following up with him within the next fewbusiness days.12/08/12:43:EST *** J *** (DJ***)***SUMMARY OF RESOLUTION:12/8/17- I received the following information from Claims Administrator, ***:Spoke with Mr*** this morningWe agreed that CE would issue apayment to Mr*** for $strictly in the interest of customerrelationsCustomer is happy with this resolution and knows that he willreceive payment within to business daysI apologized for the delayin my responsePer our previous discussion, customer was aware that CEcould not afford him assistance for his loss due to the circumstances, butwould confirm the details with the service worker just to validate theinitial findingFurthermore, it was agreed that I would call him inplace of a letter to confirm the resolutionI had not! Due to my lack ofattention for this customer I agreed to provide customer payment for hisloss & to purchase surge protection for his projectorMr***graciously accepted offer.***CUSTOMER CONCERNS TO BE ADDRESSED:Claims administrator failed to follow up with the customer as shestated she would doDamage was caused by power surge which CE doesn't reimburse customersfor these claimsBecause claims administrator did not follow up as shestated, she offered in the interest of customer relations a payment of$250.00.Tell us why here

07/31/16:44:*** A*** (JA***)
*** M***
CA# *** *** ***
*** *** *** ***, MI 48430-
I have remarked the account
07/31/16:46:*** A*** (JA***)
An email has been sent to *** *** for resolution
08/05/15:01:*** A***
(JA***)
I received the following email from *** ***, Technical support for
ASP, today:
"This customer was missed for a refund and it appears that it got
overlooked in the email shuffle which is not an excuseI have processed
the check for $I Just spoke to the customerShe verified the
amount of the check and what address it was mailed toShe did get my
message yesterday, but did not call me back
In the future I will better track the refunds as to not upset or delay the
customers once an request is sent overThis is closed
COMPLAINT CLOSED 08/05/

08/16/14:16:*** C *** (***)*** M *** *** *** ** *** ** ***
Dates of Service: 11/23/- PresentDunning HistoryDate Action07/14/Turn-Off Notice Mailed07/19/Mid Cycle Call07/22/Intent to Disconnect Mailed08/12/Service Disconnected
Month Payment HistoryDate Payment Made08/31/$214.0009/17/$278.0010/02/$281.0011/06/$299.0012/04/$300.0001/15/$288....⇄ Mr***'s electric service was disconnected on 08/12/at 11:25AMHe made a payment of $to restore service and called in toplace the order, but no order was created.- He contacted us later that night on 08/12/to inquire about thestatus of the order and we indicated that no order was placedAreconnect order was placed at that time and expedited as much as possible.The service was reconnected on 08/13/at 11:AM.- Although we strive to restore service the same day, we work with a24-hour window from when the order is placed to reconnect serviceMr.***'s electric service was back on within that period of time.I contacted Mr*** at ###-###-#### on 08/16/at 1:PM todiscuss his concerns and reached his voicemailI left a message with mycontact information as well as the reason for my call and requested thathe contact me when he was available to discuss this further.08/18/14:36:*** C *** (***)I contacted Mr*** again at ###-###-#### on 08/18/at 2:PM todiscuss his concerns further and reached his voicemailI left a messagewith my contact information as well as the reason for my call and askedthat he call me when he's available if he would like to discuss thisfurther.Since I've been unable to reach Mr***, I sent the following letteron 08/18/to address his concerns:***August 18, 2016Mr*** *** *** ***, MI 49237-9791 Dear Mr***,This letter is in response to the request for compensation due to a recentdisconnection of serviceI attempted to reach you by phone on 08/16/2016and 08/18/2016, but wasn't able to make contactI hope this letteraddresses your concerns.After reviewing your account, I see that in addition to your monthlyinvoice, we sent separate shut-off notices on 07/14/and 07/22/2016and also called you on 07/19/at the phone number we have on file toinform you that your account was at risk of interruptionI'm sorry thatthose weren't received and would encourage you to set up billing alertsthrough your eServices account as an additional measure of notificationfor the futureIf your account goes past due, you can have a textmessage or email sent to you as an extra precaution so if you don'treceive the paper notices, you'll still be made aware of your accountstatus.I want to apologize for the delay in the reconnection of service that youexperienced after making your payment as wellWe strive to reconnectservices within a 24-hour window of the order being created and do ourbest to reconnect the same day if possibleAlthough the service wasrestored within that 24-hour window, it doesn't appear that theexpectations were properly set for youAdditionally, the reconnect orderwasn't placed until later in the day on 08/12/due to system issues.Because of those problems, I will be applying a $credit to youraccount in light of customer service, which will appear on your next bill.Regarding the food loss and lost wages, we are unable to provide you withthe additional compensation of $1,that you're requestingAs theaccount holder, it's your responsibility to ensure that the energy used ispaid for each monthIf you're not able to make a required payment, weneed to be made aware to provide you with additional time to seekassistance or pay your balanceIn some cases your homeowner's insurancemay cover losses like this, so I would recommend contacting them to see ifthat's something they can help with.If you have any questions, please feel free to contact meMy direct lineis ###-###-####.Sincerely,*** ***Customer Care Representative***.***@cmsenergy.com***- I processed the $amends noted in the letter sent to Mr***.Customer concerns have been addressed.Tell us why here

04/02/17:12:EST *** N *** (RN***)CUSTOMER INFORMATION:*** *** *** ** PLAINWELL MI 49080-1273Account number: ***Dates of service: 10/20/to 03/30/18.CUSTOMER INQUIRY OPENED AS OF 04/02/18.04/02/17:23:EST *** N *** (RN***)SENT REQUEST TO REVENUE
ASSURANCE COMPLAINTS FOR SUM*** OF FRAUDINVESTIGATION.04/05/13:55:EST *** N *** (RN***)RELEVANT ACCOUNT INFORMATION:PAYMENT HISTORY:Date: Amount:03/29/$150.0010/10/$# PAYMENT RETURNED06/06/$# (agency payment)06/01/$# (agency payment)07/12/$# PAYMENT RETURNED06/22/$# PAYMENT RETURNED02/02/$# (agency payment)12/01/$# PAYMENT RETURNED11/23/$- PAYMENT RETURNED11/16/$- PAYMENT RETURNED09/11/$- PAYMENT RETURNED08/17/$- PAYMENT RETURNED07/27/$- PAYMENT RETURNED07/01/$- PAYMENT RETURNED06/19/$- PAYMENT RETURNED10/28/$# (agency payment)09/29/$- PAYMENT RETURNED08/28/$- PAYMENT RETURNED08/12/$- PAYMENT RETURNED05/09/$# ( agency payment)02/03/$# (agency payment)11/11/$- PAYMENT RETURNED09/30/$- PAYMENT RETURNED06/04/$149.00DUNNING HISTORY:Date: Action:02/14/Turn off notice02/20/Mid-cycle call # call completed02/23/Intent to disconnect notice sent03/20/Disconnected for non-paymentCURRENT/FINAL BALANCE: $4418.3401/18/# LAST EMAIL COMMUNICATION SENT TO *** ***:Good afternoon Ms***,Thank you for your January email inquiry about the account at ***
*** **, *** I understand you still have concerns about yourbill.I have been able to review your account and the previous inquiries on youraccount, and would be happy to send you an itemized statement on thebilling and payment history of your accountYour inquiry with theMichigan Agency for Energy on 05/22/indicates we were able to set up apayment plan for you in light of customer serviceThat payment plan,Shutoff Protection plan, required that $be paid for reconnection ofservice and a monthly payment of $per month.When I spoke with you, I advised you that your payments must be made witha cashier's check, money order or in cash at our direct payment office dueto the amount of returned payments on the account.The balance at the time of the inquiry was $Your enrollment ontothe Shutoff Protection plan was completed with the agency paymentstotaling in $- that consisted of $on 06/01/and $1500.00on 06/06/We also cancelled late payment charges in the amount of$This reduced the balance down to $shown on the June 2017bill, including your current charges.Since those agency payments were posted, your account has defaulted fromShutoff Protection plan for non-payment on 09/11/The payment of$made on 10/10/for reconnection (including a reconnect fee of$and a security deposit of $755.00) was returned.At this time our position remains unchangedIf you do not agree withthis, we can offer you an informal hearing at your requestIf not, westrongly suggest that you seek assistance by calling 2-1-for localassistance agencies if you are unable to pay the turn off notice amount of$Please know that if you are planning on making a payment toyour account that we will accept cash, cashier#s check or money order dueto the amount of returned paymentsThe balance on your account is$4733.86.You can reply to this email or give me a call if you would like to requestan informal hearing, and I will be happy to send you the informal hearingpaperworkIf you would like to request an additional medical emergencyform, you can either request one by responding to this email, or ourCustomer Service department at ###-###-####.Best wishes to you.Sincerely,*** ***Customer Care RepresentativeConsumers Energy###-###-####***.***@cmsenergy.com03/27/# *** *** WAS DENIED A MEDICAL EMERGENCY HOLD FOR *** ST FROM OUR CREDIT DEPARTMENTA MEDICAL EMERGENCY FORM WAS SENTTO US FOR A *** *** AT *** *** ST*** *** IS THE MOTHER OF* *** AND DOES NOT RESIDE AT *** *** ** WITH *** ***.FIELD CHECK PERFORMED ON 03/27/BY *** ***HE NOTES:This premise is a two-story, single family home located in a residentialarea.The premise appears to be occupied: there are shades on the windows, acouple of chairs and a bucket on the back porchI noted a smallgenerator near the back door on the front porch as wellThe lights wereoff and no one appeared to be around while I was on site.The electric service was turned off (SNP) on 3/20/at meter read 50001.Today I found the electric service remote off with the same read of 50001and a good yellow sealNo jumpers/bypass found at this timeI resealedthe meter with a retaining ring and grey seal.No theft found at this time.I knocked on the door at *** *** Street, which is directly next doorto ***A young man by the name of *** *** (verified by ID) answeredthe doorI asked if he lived at the premise, he stated yesI asked ifthere was anybody else living here at *** *** St with him***stated *** *** lives here but she was sleeping and not feeling wellIasked *** who was living at *** *** **He stated my mom #***, but she also goes by ***.# I asked *** if he knew iF* was home, he stated she took kids to school.SUM*** OF FRAUD INVESTIGATION PROVIDED BY *** ***I received information on 4/2/after *** *** applied for a newaccount at this address.The rental agreement received is dated 3/31/for tenant *** *** from owners *** and *** *** for *** *** **Plainwell,MI.Also listed on the rental agreement is *** ***, ***, ***, *** ***, *** *** and one small dog.I also received driver#s license and social security card for *** ***and the address listed on his ID is *** *** ** *** The ID wasis***d on 1/2/2015.I also received a fax cover sheet from *** *** Public Library thathas handwriting on it, stating that *** *** is attempting to start newservice at *** *** ** *** Note says #I have moved in April 1st,I have children living with me.# NOTE: This is not legal, validproof of where he has been residing.Per Experian, *** *** resides at *** *** ** Plainwell with ***.Per social media, *** and *** (***) *** are married since6/4/1999.Per Experian, *** and *** *** are listed as spouses.I contacted *** at ###-###-#### and the number was not in service.I contacted *** at ###-###-#### and was able to leave a voice message ona generic voice mail.- if *** *** would like service in his name, the balance of$($final balance and $investigation cost) must bepaid in full (with cash, cashier#s check or money order) in fullWe donot allow name changing to avoid a bill.NOTE: Mrand Mrs*** has contacted several people in our company viaemail, including *** *** (Director of Corporate Giving) and*** *** (formerly in the Legal department) to request the transferof service be completed and the service turned back on.CUSTOMER CONTACT SUM***:04/03/# 2:pm # left a voicemail message for *** *** at phonenumber ###-###-#### # letting her know that I have her inquiry and that Iam available to discuss her concernsI left my direct phone number forher to call back.04/04/# Received the following email communication from Ms***:message and what would you like to discuss? I am basically tired of thisaccountI am not living at the addressI was however told before I leftthat if I paid the that would open the options for a payment planso I could restore serviceThe different people said that it would beabout 20% of the bill and would be around that's without taking offthe I called back they said no it wasn't noted I said pleaselisten to the messages on Tuesday Wednesday and Thursday but of coursenopeI had the 8-dollars more to put on the bill to get intosomethingI have had itI moved out and my husband who has not beenliving with me at the address was told he could get service in his nameHesent his info as told to do they said once they got it they would starthis serviceHe has the kids and needs this doneOf course he got amessage saying because of me and my account which I plan to pay and makepayments towards, that it has to be paid before he can get serviceThisis wrong we have been separated for awhile now and I've said that manytimesHe was at his mother's and other placesI however now will beliving somewhere else and I have a forwarding adressHe needs thisservice on asap because he has the grandkids living with him for a while.I am going to however do everything in my power to make sure that everyoneknows how consumers energy does nothing for customers and all these plansthey dont let people in and yes I have my faults also with the account butits hasn't been a year and 3,was paid and I dont care if not a paymentwas made since then this bill is wrong and adding plus huge fees onan account where someone is financially poor is nonsenseI am going tocontact every source I canThere is a winter advisory and it isfreezing!!! He needs this turned on asap because there are kids thereIdo not live there my forwarding address is going to *** *** *** TN This needs to be put in his name andturned onThank youI also am willing to set up an arrangement regardingmy account but first important is*** is to get this switched to him andturned on.04/05/# EMAIL REPLY TO MRS*** AT ***@gmail.com:Dear Mrs***,Thank you for your inquiry about the account at *** *** **, ***I understand you have some concerns about the electric account here.I have been able to look into your concerns and worked with our RevenueAssurance department regarding your husband, *** ***, and his requestfor an account hereWe are unable to approve an account in *** ***#name at this time because we do not allow name-switching to avoid a bill.Both the rental agreement and the ID provided by Mr***, and thecredit reporting agencies show that he has been at this address with you.If you have proof that Mr*** has resided elsewhere during the timethis bill was accrued as well as proof that you no longer live at thisaddress, we would be happy to review the documentation you provide.The amount needed to restore service at this address would be $4443.34.This includes the total account balance on your final bill of $andthe investigation cost of $Due to the amount of returned paymentson your account, any future payment must be made with cash, cashier#scheck or certified money order.If you are unable to pay this balance, you may wish to seek assistancewith local agenciesYou can call 2-1-from your phone to get in touchwith organizations that may be able to assist youIt is my hope that this email has addressed your concernsIf you do notagree with this, we can offer you an informal hearing at your requestYoucan reply to this email or give me a call if you would like to request aninformal hearing, and I will be happy to send you the informal hearingpaperwork.Our best wishes to you.Sincerely,*** ***Executive Customer Advocate***.***@cmsenergy.comSUM*** OF RESOLUTION:- (SNP) # the customer was disconnected for non-payment on03/20/18.- ( Fraud) - Fraud remarks will remain on the account due tothe amount of fraudulent payments made/returned on the account (seeabove)At this time, we are not approving service for *** *** becausewe are unable to change names in order to avoid a balanceMr*** canprovide proof of residency during the time the bill was accrued and proofthat Mrs*** is no longer residing at this address if he would like todispute this decisionThere has been an investigation cost of $25.00assessed for Fraud (attempted name-switching).- (What needs to be paid to get the electric turned back on) #if *** *** would like service in his name, the balance of $4443.34($final balance and $investigation cost) must be paid infull (with cash, cashier#s check or money order) in fullWe do not allowname changing to avoid a bill.CLOSING 4/5/2018Tell us why here

CUSTOMER INFORMATION*** * *** / / *** *** ** ** *** * ***Dates of Service: 07/01/- PresentCUSTOMER CONTACT SUMMARY- I spoke with Mr*** on 01/26/at approximately 3:PM- Based on the good payment history prior to his mother-in-law passing and the proposed
Installment Plan (IP), I agreed to setup the IP for $paid by 01/29/and the remaining $paid by 02/28/2018- He is aware that he'll have another bill owing shortly after the 02/28/installment dateSUMMARY OF RESOLUTION- Shutoff Notice/DefaultsResolution: The customer is currently at an, "Intent to Disconnect"The account shows they've defaulted the Shutoff protection Plan and an IP once, each.- Payment Arrangement Resolution: I agreed to setup the IP for $paid by 01/29/and the remaining $paid by 02/28/

11/16/13:44:EST *** ***T (EI***)------------------------------------------------------------------------*...⇄ *** # *** *** *** #JSaginaw MI - CA# 6393------------------------------------------------------------------------Serv...⇄ Dates: 12/12/to PresentTotal
account balance: $705.32Payment HistoryDate Amount05/13/$189.0006/01/$38.0007/13/$53.0007/15/$50.0008/23/$103.00DunningDate Status09/19/Mail default notice $103.0009/23/Mid-cycle call09/29/Cancel for non-payment11/03/Mail turn-off notice $627.8811/08/Mid-cycle call11/10/Turn-off call11/15/Mail intent to disconnectArrangementsPlan DateSPP 04/12/Enrollment not complete # DP not receivedSPP 06/01/Defaulted for non-payment on 09/29/2016SPP 09/30/Enrollment not complete # DP not receivedSPP 10/18/Enrollment not complete # DP not received*SPP # Shut-off Protection PlanOn 11/07/a call was received from *** *** by the contactcenter where the representative noted that Ms*** was advised thatbecause of prior enrollment attempts within the last months, theaccount is no longer eligible for the Shut-off Protection PlanTherepresentative provided a list of phone numbers to seek assistance on thebalance owed.On 11/16/at 1:PM I called ###-###-#### and spoke with ***I explained that within a month timeframe, Consumers Energy willoffer two enrollment attempts into the Shut-off Protection Plan, and withreview of the account I found that four requests were placed for herwithin the last monthsI advised that there was one enrollmentattempt completed while the other three attempts were not enrolled becausethe down payment was not received, and that in line with the paymenthistory would prevent an additional enrollment into SPP at this time.I asked Ms*** if she utilized any of the resources provided to her toseek assistance on the balance; she indicated that she went to DHSIexplained that I was asking because I would be able to offer her a shortterm arrangement to pay off the total account balance within three months;however the first payment quoted would be 50% at $due within fivedaysI explained that I understand that the first payment is substantialand encouraged that she seek assistance as a first option.Ms*** stated Salvation Army and TruNorth advised her that they didn#thave any funding to assist herI explained that funding was provided tostate agencies at the beginning of November, and if she has not been incontact since November I would encourage she reach out to them as well.It was agreed that she would continue to seek assistance on the balanceowed on the account and a day hold was applied expiring on 11/23/2016.The account was noted that an Installment Plan was offered quoting 50%down.Complaint closed 11/16/2016Tell us why here

[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 resolved
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12628192, 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.Thank you for your help!
Regards,
*** ***

[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer 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 offer appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
Regards,
As stated I did not tamper with anything and im not responsible for these alleged charges I recived nothing other then what I paid for I paid my bill not always on time but it was paid I dont know who tampered with said meter but it was not me and I will not pay for something I did not recive or do im guilty of nothing at all
*** ***

11/14/14:55:EST *** * *** ***CUSTOMER INFORMATION*** *** / *** * *** ** *** *** *** ** ***Dates of Services: 08/04/2017-PresentCUSTOMER CONTACT SUMMARY11/14/2017: I called *** *** at *** at 2:PM and left a message with the
woman who answered the phone letting them know that I've forwarded their inquiry to our Damage Claims department and a representative would reach out to further discuss their concernsThe woman thanked me for the phone call and we ended our conversation.- Sent email to *** ***, CC'ing *** *** requesting that they assign this inquiry and have the customer contacted to resolve their concerns.11/22/10:15:EST *** * *** ***- Received a response indicating that this had been assigned to *** ***, a Damage Claims administrator, and *** ***, the Deployment lead in our Smart Energy department.11/20/2017: Sent cheto determine if assistance was needed with closing the complaint.- Received a response from *** *** stating that she'd called and left a voicemail for *** *** on 11/15/I advised her to attempt a second phone call before sending a letter for closure.11/21/2017: Sent cheto determine if assistance was needed with closing the complaint.- Received the following details from *** *** for closure:"I called *** *** on 11/15/and left a voicemail at *** (which is his neighbor's phone)I called *** *** again on 11/20/and informed him that, based on the photos and information from the investigation, the issues with the gas pressure for his furnace were not caused by the meter exchangeIn light of customer service, I offered to cover the service fee ($90.00) for afurnace repair person to look at his applianceHe accepted this."SUMMARY OF RESOLUTION:DAMAGE CLAIM: The damage claim was denied due to the investigation showing no evidence that the gas pressure was affected by the meter exchangeIn light of customer service, we are offering to cover a $service fee to have a repair person look at *** ***'s furnace.COMPLAINT CLOSED: 11/21/

03/20/16:12:EST *** C *** (JCJ***)CUSTOMER INFORMATION*** A *** / 0514*** * *** ** SIDNEY MI 48885-9753Dates of Service: 04/05/- PresentCUSTOMER CONTACT SUMMARY03/20/| 4:PM- I contacted Mr*** at ###-###-#### on 03/20/to confirm thatwe've received
the inquiry he submitted to the Revdex.comrelated to his reimbursement check and reached his voicemailI left amessage with my contact information and explained that this would beinvestigated further by our Energy Efficiency departmentSomeone fromthat group would then follow up with him to discuss a resolutionIadvised that he call me if there were additional questions before he hearsback.- This has been forwarded to [email protected] forresolution.03/30/08:24:EST *** C *** (JCJ***)RELEVANT ACCOUNT INFORMATION- *** in our Energy Efficiency department provided additionalinformation related to Mr***' concerns.- On 12/27/2017, Mr*** had his refrigerator collected by ourcollection crewsThe unit was entered into the field tool and the back-upsheet, however at some point during the manual process of transferring thedata from the field tool to Catalyst (the computer system), the work orderwas inadvertently lost and was not processed for a rebate.- On 03/12/at 11:AM, Mr*** called the Lighting and Appliancetoll free number and inquired about his checkThe CSR, ***, could notfind the rebate but was able to verify that the customer had a pickupappointment on 12/27/and forwarded the rebate inquiry to the EastLansing program team via email.- On 03/13/2018, the East Lansing team received the customer inquiry andverified that the customer#s rebate was not processedThe teamimmediately requested a check be created and sent to the customer, but thecustomer was not contacted at that time to confirm.- The manual process that caused this appliance pickup to be "lost" waschanged early in to an automated process that coordinates tasks andeliminates the possibility of this circumstance happening in the future.CUSTOMER CONTACT SUMMARY (cont.)03/21/| 5:PM- The CLEAResult (our contractor) call center supervisor, ***,contacted Mr*** to assure him that the rebate had been created andit was being sent overnight deliveryShe apologized for the frustrationthat this caused and confirmed that we are working with the individualsinvolved to ensure they're coached appropriately to prevent similar issuesfrom happening in the future and to improve communication.- She also indicated that our system has been improved to use an automatedprocess versus a manual process when transferring these appliances pickupsto the main systemAs a result, human error will no longer be a factorin that part of the pickup process.- *** agreed to contact the customer the following day to confirm he'sreceived the rebate check and provided her contact information in case heneeded to reach her.03/22/| 3:PM- *** in Energy Efficiency called and spoke to Mr*** on03/22/and was able to confirm that he received his check andapologized for any frustration this causedMr*** verified it wasreceived and thanked her for the follow-up.- *** reiterated that the lack of communication that he experiencedwas not acceptable and coaching has been done on those individualsinvolvedShe also verified that we are investigating why he wasn'tallowed to speak with a supervisor when he contacted our contractor on03/19/and would take appropriate action to ensure they are aware ofand properly utilize the escalation process.- Mr*** was satisfied with the resolution.SUMMARY OF RESOLUTIONAddress why customer has not received $check for recycling theirrefrigerator- Due to human error, the refrigerator pickup was not transferred from thefield worker's handheld device to the main systemSince it was neverupdated as being picked up, no refund check was sent.- This process was automated early in 2018, so there is no longer apossibility for human error to delay the refund at this stageLack of return calls as promised as he feels they are trying to brushthis under the rug- Mr*** should've been contacted when the check request wassubmitted on 03/13/The individuals involved have received coachingto make sure we're keeping open lines of communication, especially whenour customers are experiencing problems.- As a result of this complaint, all customer inquiries regardingappliance pickup rebates will be routed through one individual who isassigned to provide customer follow-upAll research and customercommunication will be initiated through that one individual so thatcommunication to the customer is consistent and knowledgeableAddress claim of not being able to talk to Supervisor- There is an ongoing investigation with our contractor regarding thephone call on 03/19/when the customer was denied the opportunity tospeak with a supervisorOnce we've verified what occurred, appropriateaction will be taken to ensure the escalation process is followed goingforwardAddress when customer will receive his check- Mr*** received the rebate check on 03/22/2018.Customer concerns have been addressed.Complaint closed 3/22/2018Tell us why here

04/23/10:57:EST *** A*** (JA***)04/23/18: 10:am - I called ###-###-#### and got voicemailI left amessage with my contact information, requesting a call back.04/24/09:20:EST *** A*** (JA***)There has been no response to my voicemail messages left for the
customer.I am sending the following letter for closure:April 24, 2018*** A*** ** *** ***Bay City, MI 48706-4605Account Number: 4945Dear Mr***,I'm pleased to let you know that we've received your concerns regardingyour account balance for *** ** *** **Bay City, MIBecause ourcustomers are important to us, we've taken your concerns seriously andhave reviewed your account.In addition to reviewing your account, I have also reviewed the phone callon ***h when you spoke with our Customer Service Representative (CSR).During the call the CSR specifically mentions at least twice, that theamount of $you are paying is the past due amount on the account.She does not indicate that this is the full balance of the account or thatthis payment will bring the account to a zero balanceWe are sorry forany misunderstanding.The current balance of $covers the usage billed on your ***h bill(February - ***h 2), plus your final bill (***h - ***h 13)Thepayment made on ***h covered service up to January 31.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,*** ***Customer Care Representative###-###-####***.***@cmsenergy.comCOMPLAINT CLOSED 04/24/18"SUMMARY OF RESOLUTIONDISPUTED FINAL BILL FROM PREVIOUS ADDRESS: Mr***closed his account effective 03/13/The existing bill at the time was$182.36, due 03/29/for services used from 02/01/2018-03/02/Thefinal bill came to a total of $($+ $Late Payment charge+ $for services used from 03/03/2018-03/13/2018).COMPLAINT CLOSED: 04/26/

RELEVANT ACCOUNT INFORMATION:INSTALLMENT PLAN DEFAULT HISTORY:- 09/13/default: installment plan for the amount of $($on08/11/17, $on 08/25/and $on 09/08/17)Bills not included:$due on 08/11/17.- This plan was deactivated because the payments were not madein full
on time.- 11/27/default: installment plan for the amount of $($on10/24/17, $on 11/07/17, $on 11/21/17)Bills not included:$due on 11/09.- This plan was deactivated because the payments were not madein full on time.PAYMENT HISTORY:Date: Amount:08/11/$34.0408/16/$8.0008/25/$22.3909/08/$17.0310/25/$36.8111/03/$18.4211...⇄ SENT TO *** *** FOR CLOSURE ON 12/12/17:Dear Ms***,Thank you for patience as I was looking into your concerns.The account has recently had two installment plans that were defaulted onthe accountI've detailed what the arrangements (also showing any billsnot included in the arrangements) below:Installment plan defaulted on 09/13/17:Due Date: Amount Due: Payments Made:08/11/$($paid on 08/11/17)08/11/$($paid on 08/16/17, $paid on08/25/17)08/25/$17.0309/08/$($paid on 09/08/17)Installment plan defaulted on 11/21/17:Due Date: Amount Due: Payments Made:10/24/$($paid on 10/25/17)11/07/$($paid on 11/03/17)11/09/$($paid on 11/17/17)11/21/$18.42Our records show that both arrangements were defaulted because we did notreceive the payments needed to satisfy the arrangementBased on thisinformation, we are unable to change our records to show that no defaultsoccurredWe allow payment plans to be defaulted within twelve months.Your account will be eligible for an installment plan again on 09/14/18.The current balance on the account is $Please know that you canauthorize your payments online for whatever amount you chooseIf you needadditional time to make a payment, we would be happy to note your accountwith that information.It is my hope that this email has addressed your concernsIf you have anyadditional questions, please feel free to send me an emailI would behappy to further assist you.Our best wishes to you.Sincerely,*** ***Customer Care RepresentativeConsumers Energy###-###-####***.***@cmsenergy.comSUMMARY OF RESOLUTION:- (installment plan defaults) - the customer legitimately defaulted fromher two payment plans by not paying the full amounts due by their duedatesShe will be eligible for a new installment plan on 09/14/18.CLOSING CUSTOMER INQUIRY AS OF 12/12/17. DetailTell us why here

07/13/17:11:*** A*** (JA***)
*** A***
CA# *** *** ***
*** ** *** *** *** ** ***
I have remarked the account
Dates of service: 06/01/- 04/03/
Final bill balance: $
Payments since account closed:
Posting Date Payment Amount
06/18/
50.00-
06/16/79.62-
06/13/92.97-
05/21/50.00-
05/08/50.00-
04/27/50.00-
04/13/50.00-
Account was sent to collections on 07/01/
07/14/12:53:*** A*** (JA***)
12:pm - I called ###-###-#### and got voicemailI left a message
indicating that the concerns has been received and I will follow up within
a few days after I've reviewed the account
07/17/15:05:*** A*** (JA***)
I had Customer Service retrieve emails to and from the customerOne of
our CSRs did give the customer an Payment arrangement on 6/13/15, but
instead of using the system, because it was past the final bill due date
(5/22/15), they put a note in the interaction record
The arrangement was for the following payments:
6/15: $
6/18: $
7/2: $
The debt was not reported to collections until 7/1/and the final
payment on the arrangement has not yet been madeIt appears that the
payments were set up via our website, and if the debt was sent to
collections on 7/1, the account would have then been considered inactive,
and the payment would not have gone throughThe customer contacted us on
7/about receiving the letter from the collection agency, ***
*** BureauI called them at 3:pm and was transferred to a line
that ended up putting me through to voicemailI left a message with my
contact information and the reason for my call
07/31/11:23:*** A*** (JA***)
I was finally able to connect with someone from the collection agency
(***) and we got the account sent back to CEThe balance still owing
is $I have placed a hold on the account until 11/14/to prevent
it from going back again
12:pm - I called ###-###-#### and got voicemailI left a message
indicating that I would be sending a letter by mail and also by email
(***@yahoo.com) regarding her inquiry
I'm sending the following letter:
July 31,
*** A***
*** *** ***
*** *** ** ***
Account Number: ***
Dear Ms***,
You'll be pleased to know that I have received your concerns regarding
your account for the address of *** ** *** *** *** ** from the Eastern
Revdex.comBecause you're important to us, we've taken your
concerns seriously and have reviewed your account
As of today, you will no longer be receiving calls or mail from ***
*** BureauThey will no longer show that they are attempting to
collect on a debt owing to Consumers EnergyPlease allow up to days
for this to be removed from any credit reporting agencies*** is
aware that the debt was sent to them in error and it will be removed from
their records
I found that the date of your last scheduled payment on the arrangement,
July 2, was a day after your account was sent to *** for
collectionsThis happened because the representative that granted your
payment arrangement failed to enter the arrangement properly into our
computer systemBecause of this, the automatic payment you had set up,
did not happen and the last payment amount of $is still due
I am sorry that you#ve had a difficult time getting this resolved and
because of that, I am having a $bill credit applied to your
remaining account balance and we will hold the account until November 14,
for you to pay the remaining $
It is my sincere hope that this information has been helpful in resolving
your concernsThank you for the opportunity to assist you with your
inquiry
Respectfully,
*** ***
Customer Care Representative
###-###-####
***.***@cmsenergy.com
I have requested the $bill credit be applied
COMPLAINT CLOSED 7/31/

10/26/11:24:EST *** *** (EIDOCKET)----------------------------------------------------------------------...⇄ *** - *** *** *** #RBellevue, MI - CA# ***------------------------------------------------------------------------On 10/06/Consumers Energy Contact
Center received a call from *** requesting service into his name at *** *** *** #Ras of10/06/At the time of the request Mr*** was made aware of therequest for positive identification, including ID, Proof of socialsecurity and lease or ownership documents.On 10/13/Investigations received a copy of *** ***'s ID, withproof of social security number and a letter stating he bought the house.On 10/18/a condition of service letter was mailed.On 10/24/the electric service was remotely disconnected as a resultof all requested documentation not being received.On 10/25/a call was received by the contact center from a woman whoindicated she was the fiancée of *** ***The representative notedthat the woman expressed that Consumers Energy is at fault for theinformation not being receivedThe representative advised that acondition of service letter was mailed on 10/18/following the receiptof the original documents presented and the customer stated she wasadvised to disregard the notice because she didn't have a bill from aprior addressThe representative explained that the letter mailed doesnot mention anything about a balance, but it does advise of the requireddocuments to approve serviceThe customer was made aware investigationscould take three to five days for processing.On 10/26/the investigator assigned to the case noted the account thatthe documentation was received and Mr*** *** was approved forserviceThe investigator called *** and advised.Service was remotely restored on 10/26/at 9:AM.On 10/26/at 12:PM I called 269-830-and spoke with ***I confirmed that I received the inquiry and I found that he hasbeen approved for service and the service has been restoredI asked ifhe had any questions or concerns beyond the restoration of his service andhe indicated that he had some questions however he could not recall themat the timeI offered my name and phone number for contact on and futurequestionsMr*** thanked me for the follow up phone call.Complaint closed 10/26/