Airzip Internet Inc

*** *** *** *** *** ***, MI Dear Mr***, Thank you for your inquiry that you placed through Representative *** ***’s office. I understand this is regarding your account. I regret that I have been unable to reach you by telephone
Our records show that a Turn Off notice was sent to you on December 4, that did expire on December 14, for the amount of $1,834.79. The full balance owed on your account by January 27, is $2,081.13. Your DHS caseworker has placed an assistance hold on your account through January 27, 2016. Because there have been payment arrangements with us that did not complete as well as separate requests for our Shut Off Protection Plan that down payments were not received within the last year, the account would not be eligible for any other payment arrangements at this time The last payment that was received for your account was $that posted December 8, 2014. You submitted payments to us in and all were returned by your bank. We have also placed, at your request, numerous holds and extensions on the account in the last months. I do want you to be aware that if the turn off amount of $1,is not authorized by an assistance agency or paid in full by January 27, your service could be interrupted. I will also be monitoring your account and if any additional holds are placed in error I will be removing them If you have any additional questions please let me know Sincerely, *** *** Customer Care Representative ###-###-#### ***.***@cmsenergy.com CC: Representative *** ***’s Office Update: I called him at ###-###-#### and left him a voicemail explaining that our position has not changed. We would still need $1,834.79, the full amount of his turn off notice, to keep his services on. I also let him know it can be scheduled for turn off at any time. Customer knows until payment has been made there will be no more Holds. We have received non sufficient funds..payments

08/26/10:32:*** G*** (RGESCUTI)
Account number: *** *** ***
*** ***
*** *** **
*** MI
Dates of Service: 06/02/to current
On August 21, at 4:PM I called phone number ###-###-#### and left
a message for Mr*** indicating we
have received his concern he
placed with the Revdex.com and I am forwarding his concerns
about the rebateI left my direct phone number
I emailed and assigned the complaint to *** *** Energy Efficiency
On August 24, *** *** researched the account and spoke to Mr
***
Mr*** called ICF, our implementation contractor, on August to
inquiry about our requirement of using a participating program contractor
for installation of a high efficiency contractor*** ***
personally listened to the recorded call and the agent that talked with
him clearly indicated the steps the customer needed to takeMr
*** accepted this and thanked him for the informationHe
provided no indication that he was upset or would be taking the next step
of filing a complaint
Mr*** did not submit an application for the rebate, his only
communication with us was the call on August
*** *** researched the model number of the water heater (provided
by customer) and validated that it was not eligible for the rebate due to
the efficiency rating being efficiency and our rebate eligibility
requirement is or higher
*** *** spoke with Mr*** on August 23, and discussed his
inquiry with himHe stated that the equipment was eligible because he
checked the ratingShe informed him that it may be an efficient water
heater, but did not meet the minimum requirement of efficiency that is
listed on our websiteShe proceeded to tell him that even though the
equipment did not meet our requirements, she appreciates his feedback on
the program and would still honor the $rebate amountHe opted to
receive payment in Visa gift cards and she will send these out to him on
August at the service address in Plymouth
*** *** provided Mr*** her direct phone number and asked
him to call her with any questions he may have in the future regarding any
of our energy efficiency programs
Formal Resolution Completed 08/24/

08/13/12:54:*** W*** (***)
*** *** / *** / *** * *** *** ***
Dates of Service: Pre July - Present
08/13/13:16:*** W*** (***)
I have sent a request to the Fraud department to assist with information
on this inquiry
I left a
message for Ms*** on 08/13/at 1:PM, at phone number
###-###-####
Per Fraud's notes we are denying service because *** *** is the
landlord on the lease that Mr*** provided*** currently has a
bill in the amount of $
The Fraud department is requiring her bill to be paid in full for Mr
*** to receive service in his name
08/17/11:50:*** W*** (***)
I left a message for Ms*** on 08/17/at 11:AM at phone number
###-###-####
08/18/08:57:*** W*** (***)
I pulled an *** report for *** *** and she can be placed at
different addresses in Ypsilanti since June
Timeline of Events
07/17/- *** *** requested to place service into his name at
*** * *** *** ***, on 07/17/At this time he was made aware he
needed to provide his lease and ID
07/22/- Credit Department received paperwork
08/12/- *** in Credit Department spoke with *** at 10:AM, at
###-###-####She advised him services have to be placed back into
*** name until her obligations are taken care of (outstanding
balance)Account was reversed from Mr*** name and placed back
into *** name
I left a message for Mr*** on 08/18/at 9:AM, at phone number
###-###-####In the message I asked him to call me back so we can setup
service for him
We must have Mr*** call to setup service in his name per the FACTA
Law
I have sent the following email for closure to Ms*** on 08/18/2015,
to email address ***@gmail.com:
Dear Ms***,
You#ll be please to know we#ve had a chance to look into your inquiry
placed with the Michigan Public Service CommissionI understand your
concern is regarding having services at your previous address placed into
your brother#s name
I#m truly sorry he has been unable to acquire services from usAfter
looking into your inquiry further, we would be happy to extend services to
your brother
The concern from our Credit Department regarding providing the service was
that he had been in the home since December of 2013, while service was in
your nameI pulled an address report and have found that you are no
longer in the home
I have left Mr*** a message with my information to place services in
his nameIf you speak with him before he receives my message, please
have Mr*** give me a call to setup service; here#s my direct line,
###-###-####
Our best wishes to youHave a great day
Thank you,
*** ***, Customer Care Representative
Office: ###-###-#### | Fax: ###-###-####
***.***@cmsenergy.com | www.ConsumersEnergy.com
cc: Michigan Public Service Commission
MPSC and Revdex.com Complaint closed 08/18/

10/16/10:29:EST *** C ***n (JC***)CUSTOMER INFORMATION*** C *** / 8975*** *** TER NW *** *** MI 49504-4944Dates of Service: 10/23/- PresentRELEVANT ACCOUNT INFORMATION- Due to a system error, a meter read index was missing for the month ofAugust that caused a
delay in the billingThis issue was correctedon 10/11/and the customer's October and November were generatedsuccessfully.- Mr***'s current balance is $and is due 11/03/2017.- A $has been applied to the account due to the inconvenience thatwas caused by the billing delayThis will appear on his next invoice duein December.CUSTOMER CONTACT SUMMARY10/16/| 10:AM- I contacted Mr*** at ###-###-#### to discuss the billing concernshe submitted to the Revdex.com and reached his voicemailIleft a message with my contact information as well as the reason for mycall and asked that he call me to discuss this further.10/18/12:56:EST *** C ***n (JC***)10/18/| 12:PM- Mr*** called me on 10/18/at 7:AM before I arrived to theofficeI contacted him by phone again to discuss this further, butreached his voicemailI asked that he call me back and explained that Iwould send him a letter detailing the resolution if we're unable to talk.10/19/11:09:EST *** C ***n (JC***)10/19/2017- The $credit has posted to Mr***'s account, which reduced hisbalance to $He posted that payment on 10/19/2017.- Mr*** has not called me back and with our system coming down at12:PM today for system upgrades, I've sent him the following letter toaddress his concerns:***October 19, 2017Mr*** *** *** Ter NW*** ***, MI 49504-4944Account Number: 8975Dear Mr***,This letter is in response to the inquiry that you submitted to the BetterBusiness Bureau regarding the above accountI attempted to reach you byphone on 10/16/and 10/18/to follow up, but we weren't able tomake contactI hope this letter addresses your concerns.Due to a system error, your August meter read was not correctly enteredinto your account which led to the billing delays you describedThatissue was recently resolved on 10/11/2017, which allowed us to bill theaccount for usage since 08/10/I'm incredibly sorry for theinconvenience that this caused.I've verified that a $credit was applied to the account in light ofcustomer serviceWith the payment of $that posted on 10/12/2017along with the $that posted today, 10/19/2017, your account has beenbrought to a $balanceThis will also be reflected on your next billthat will be due early in December.Again, I'm sorry for any inconvenience that was caused by these delays andyou can expect to receive your bills on a regular basis each month goingforwardIf you have any questions, please feel free to contact meMydirect line is ###-###-####.Sincerely,*** ***nCustomer Care Representative***.***[email protected]***SUMMARY OF RESOLUTIONAddress why his bill is being generated late and what can be done tofix it.- A missing meter read in August is the cause of Mr***'s billingdelayThis issue was corrected on 10/11/and the customer's billingwas generated and sent.- A $credit was applied to the account in light of customer servicedue to the billing delay.- Mr*** made a payment of $today, 10/19/2017, and his accountis now at a $balance.Customer concerns have been addressed.Complaint closed 10/19/

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:] I do not agreefirst of all I payed for my june bill. They said it was 80.00. I don't know where they got that information atI got a credit for the inconveinances. I am still not being credited for there mistakesI feel that they did wrong for months and monthsI wish there was another energy place out there to switch to, but, they have cornered the market and can do whatever they wantI want consumers to do something out of the ordinary and do right by me, and anyone else that which may applyCredit my billI only got a credit of for my troublesfrom to hmmm well that's still crazy inappropriate. So no I am not satisfied with their response
Regards,
*** ***

*** *** *** *** *** ** *** MI 48503-2414I have remarked the account.The service was turned off for non-payment on 3/@ 3:pmThere is an order to restore service placed yesterday at 4:pmCustomeris being billed $Security Deposit and $Reconnection fee.Amount past
due that customer was turned off for: $300.00.Payment made yesterday of $745.00.Today's balance: $594.83I have not found a payment arrangement on the account.Date of Issue Dunning Level03/07/Send to review for disconnect03/01/Turn-off phone call - completed02/23/Phone Call - completed02/17/Mail Turn off Noticesmonth payment history:Posting Date Payment Amount03/15/745.00-02/17/257.90-01/26/450.00-12/23/433.84-10/21/284.16-08/12/305...⇄ has a second account at *** ** *** *** ***, CA#***I did not find a payment arrangement on that accounteither.A CSR sent an email to Controls, so I contacted the CSR to see if he washaving the Security deposit or reconnection fee waivedHe stated that hehad asked to have the security deposit waived.Service was restored at 12:pm this afternoon.03/17/15:17:*** A*** (JA***)3:pm - I called ###-###-#### and got voicemailI left a messageindicating that I would contact him via email, since the Revdex.com included thatwith the complaint.I've sent the following email to the customer:Dear Mr***,I#m pleased to let you know that we#ve received your inquiry from theEastern Revdex.com regarding service disconnection at ***
*** *** Because our customers are important to us, we#re taking yourconcerns seriously and are reviewing your concerns.Your inquiry indicates that you contacted us in January and set up paymentarrangementsBecause we don#t have a record of your account beingaccessed in January, would you be able to provide me with some additionalinformation, so we can look into that for you? Do you recall what day orwhat week you called? Did you happen to write down the name of the personyou spoke with? What phone number did you call from? This informationwill help us to trace the call and see if it was recorded.I#m sorry that you#ve had a negative experience with usI#ve spoken witha Customer Service Representative who indicated to me that a request wassubmitted to reverse the Security Deposit request on the account and applythe funds towards the account balance insteadAt this time, that requesthas not yet been completed, but I will check the account again tomorrow.Please respond at your earliest convenience so that we can resolve yourconcernsYou can reply to this email or call using the phone numberlisted below.Sincerely,*** A***Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####***.***@cmsenergy.com03/21/10:08:*** A*** (JA***)10:am - I called ###-###-#### and got voicemailI left a message withmy contact information.03/21/14:52:*** A*** (JA***)There has been no response to my voicemail messages or my emailsI amsending the following letter as closure:March 21, 2016*** *** *** ***Attn: *** *** *** **.***, MI 48503-2414Account Number: ***Dear Mr***,I#m pleased to let you know that we've received your concerns regardingthe billing and recent turn off of service for *** *** ***, MIfrom the Eastern Revdex.comBecause our customers areimportant to us, we've taken your concerns seriously and have reviewedyour account.I sent an email to you (your personal email address) on March and havenot received a responseYour inquiry indicated that you contacted us inJanuary and set up a payment arrangementWe do not have a record ofthis account being accessed in January, and in order to look into thisfurther we would need some additional informationDo you recall the dateand time of your call, or who you spoke to? What phone number did youcall from? This information would help us trace the call and see if itwas recorded.One of the customer service representatives you spoke to on March 15, didarrange to have the security deposit of $removed, and had thosefunds applied to the account balanceWe are sorry that you've had anegative experience with usWe are working hard to provide the serviceyou deserve and expect from Consumers Energy.I will be glad to further investigate this for you if you're able toprovide some of the information mentioned aboveMy contact informationis located at the bottom of this letter.It is my sincere hope that this information has resolved your concerns.Thank you for the opportunity to assist you with your inquiry.Respectfully,*** ***Customer Care Representative###-###-####***.***@cmsenergy.comComplaint closed 3/21/

12/06/13:15:EST *** W*** (BW***)CUSTOMER INFORMATION*** F *** / *** / *** *** *** KALAMAZOODates of Service: Pre-July - 10/12/2017*** F *** / *** / *** *** LN #*** KALAMAZOODates of Service: 08/01/- PresentRELEVANT ACCOUNT INFORMATION- Mr***'s
account (***) closed on 10/12/2017- The final credit balance on this account was $522.46- This amount was automatically transferred to his new account(#***) on 11/07/2017- Mr***'s two latest bills applied against the credit of $522.46- The first bill was in the amount of $42.44- The second bill was in the amount of $35.92- The remaining credit of $was paid out to Mr*** on12/05/2017; he should be receiving in the mail very soonCUSTOMER CONTACT SUMMARY- Left message on 12/06/at 1:PM, at phone number ###-###-####12/08/16:37:EST *** W*** (BW***)- Left message on 12/08/at 4:PM, at phone number ###-###-####12/11/12:24:EST *** W*** (BW***)- I spoke with Mr*** at 10:AM on 12/11/2017- I apologized that the credit wasn't immediately sent to him and wastransferred to his new account- I let him know that the credit had been used toward his October andNovember bills (latest 2) and his total credit was $444.10- He is aware this is the amount that has be refunded to him and heshould be receiving it very soon- Then we discussed his concern regarding Consumers Energy makinginterest off his credit balance- I offered him a $bill credit to his new account #***, touse toward next month's bill- He accepted this and thanked me for assisting him- I have applied a $credit to Mr***'s accountRESOLUTION- Was there a credit on customer's previous account and will it berefunded?Resolution: Yes, and it was transferred to his current account, then usedtoward bills, then refunded.- Customer's request for interestResolution: I have applied a $credit to Mr***'s account.Corporate Complaint closed 12/11/2017Tell us why here

05/22/11:49:EST *** N*** (EN***)*** *** / 5357*** *** ST #D MECOSTA MI 49332-9412SERVICE DATES:ACCOUNT INFORMATION:-Communicating meter was installed June and the gas communicationmodule was installed May 2016-There is no indication on the account prior to the smart
meter beinginstalled that the customer requested the meter not to be installed.First indication was this year that they no longer wanted the smart meterCUSTOMER CONTACTS:-On 5/I called ***and was able to speak with *** ***about his accountI asked if he had spoken with our customer servicedepartment regarding the options for opting outHe stated he had butthat he was also told he shouldn't have to pay since he didn't request themeter.I explained that Consumers Energy sent out communication prior toinstallation in which provided customers the option to opt out of theprogram at that timeI explained that he can still opt out of theprogram and that fees are associated with the opt out.I explained that the fees were approved by the MPSC and that there is onetime fee of $and a monthly fee of $I advised that they canchose to opt out at any point in time and explained what the fees are for.I asked Mr*** if he would like to opt out and he stated that heneeded to speak with his wife firstI advised that should he chose toopt out he can call our customer service department directly and we canopt him out at any timeHe appreciated the call and information and Iasked if he had any other questions and he stated he was fine at thistime.SUMMARY OF RESOLTION:Called and explained opt out options and fee to the customerMr***did not wish to opt out at this time and appreciated the information.COMPLIANT CLOSED 5/22/

05/07/14:29:EST *** W*** (BW***)CUSTOMER INFORMATION*** *** / / *** *** ** WESTLANDDates of Service: 06/05/- PresentINITIAL CUSTOMER CONTACT- I briefly spoke with Mr*** on 05/07/at 2:PM- I apologized for that he had to go to the Revdex.com to get help
with hisinquiry- Let him know I would be providing this to the Appliance Service Plan(ASP) group for folland resolution- Mr*** thanked me for calling- Assigned to the ASP Complaints group05/11/10:44:EST *** W*** (BW***)- Sent a friendly reminder this complaint is due on Monday 05/14/201805/14/07:15:EST *** W*** (BW***)- Sent a friendly reminder this complaint is due today05/14/17:14:EST *** W*** (BW***)- A resolution was provided by *** *** on 05/14/2018:TempCC tech returned to the home on 5/7/18, explained that his gauges werenot calibrated correctly when they were there previously, re-examined thepressure in the AC system and made adjustments, appliance working whenthey left, customer reports that still working 5/14/18The Solutions Center has increased the number of hours being used torespond to customer escalations.5/14/- *** spoke with the customer, apologized for the problem,explained the weather in spring makes it hard to work on AC's on many daysbecause the temperature fluctuates and we have so much rain - explainedimprovements in the escalations space and offered two months free inrecognition of his frustration.SUMMARY OF RESOLUTION- Address claim that customer says the repair wasn't done properlyResolution: TempCC tech returned to the home on 5/7, explained that hisgauges were not calibrated correctly when they were there previously,re-examined the pressure in the AC system and made adjustments, applianceworking when they left, customer reports that still working 5/14- Address claim of supervisor too busy and would call back, but didn#tResolution: The Solutions Center has increased the number of hours beingused to respond to customer escalations.Corporate Complaint closed 05/14/

4/29/Left a voicemail for *** ***Sent an email to *** *** and she forwarded it on to Theft*** and ***05/09/13:46:*** s *** (ASBERTRA)Theft Lead *** reviewed with *** the investigator and determined thisis FACTA fraud issue and not theft.Theft investigation
notesTheft Department received photo shots of the lease for turn on from*** ***.I called phone number ###-###-####: Spoke with *** who is veryupset/yelling and cursingI stated that I will not be able to assi** herif she continues to yell and speak to me this way as I cannot understandher.I explained to her I ju** received her information and that I will need anactual lease faxed in as I am unable to read what she sentI alsoexplained that we needed to additional information from her to validateher for FACTA.Ms*** said she does not have a copy of the lease and cannot fax it asseh has already emailed it to ***.I asked did she have a contacted number for who she is working with infraudShe gave me ###-###-####She has been working with ***Iasked her for her LLD's phone number perhaps they can fax the information.She gave me *** with *** *** LLC ###-###-####I stated I will make some calls to try and get this verified and approved.12:43pm I called *** in fraud and left a voicemail12:I called *** ###-###-#### left a voicemail for her to call me aboutthis property.Per assessor's office this property is now owned by KLL Investments LLC*** *** *** *** MI 480951:- I called *** *** back and informed her that I am working onthis for her.04/29/- 09:44:224/28/1:I spoke with *** *** (owner) again she is going to faxpapwrwork over for this propertyShe states that *** *** has beenhere since 2/But has not turned the original lease back to her afterserval request.*** stated *** is trying to use the no gas to home as leverage toprevent the eviction that is currently in process.The issue here is theft removed gas meter: CI issued new set and turn onwithout approvalThe person that requested service *** *** wasreversed for not providing paper and deciding she didn't want the service,caused the meter to go into current occupantThen the gas was turned offunder current occupant4/29/@4:41PM *** in our Fraud investigation department sent me thefollowing emailHi ***, I have approved *** for turn on and backdated her usage to2/1/The billing has been correctedI found her correct businesspartner number of ***in our system, she gave us an incorrectsocial security number originally which caused her to fail FACTAIspoke with *** and I was able to place the turn on order for tonight.Ms*** is accepted the billing as of 2/1/and is aware this is themove in date for the billing.Closed complaint 4/29/2-16Tell 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 consider this complaint resolved
Regards,
*** ***

11/14/16:37:EST *** C ***n (JC***)CUSTOMER INFORMATION*** K *** / *** *** *** *** *** MI 48756-8304Dates of Service: Prior to July - PresentRELEVANT ACCOUNT INFORMATION- Ms*** had service in her name at *** * *** *** **, *** from10/02/-
06/16/2017.- Ms*** consistently used a large amount of electricity at heraddress at *** * *** *** **She had enrolled in the Shut-OffProtection Plan because the balance became too large for her to pay andthe last payment we received was on 03/31/As a result, the paymentplan was removed.- Following the removal of the Shut-Off Protection Plan, the account wentinto a shut-off status for the balance of $6,due 05/23/Withno payments made following that, the electric service was disconnected on06/06/The account was then closed on 06/16/and a final bill of$7,was sent.- With the final balance of $7,not paid, it was transferred to hercurrent account at *** *** *** *** *** on 08/16/Theaccount then went into a shut-off status for the balance due 08/23/of$7,182.85.- Ms*** has filed multiple complaints following this balance transferand I've worked with her each timeShe has been informed that becausethe balance was accrued while she had service in her name, she isresponsible to pay itShe understands and has taken responsibility.- We initially created a payment arrangement for her beginning on09/28/to pay the balance over monthly payments through 08/28/2017.She failed to make the initially payment by the 09/28/2017, causing thearrangement to be removedThe initial payment of $was made on10/02/2017, but was returned due to insufficient fundsShe made anotherpayment of $that successfully posted on 10/15/after thearrangement was already removed.- With that default, Ms*** has had a total of three defaults on aninstallment plan and one default from the Shut-Off Protection PlanPerpolicy, she is ineligible for further payment arrangements.- Ms*** recently posted a payment of $7,to her account, whichcovered the majority of her balanceThere is currently past-due balanceof $that is in a shut-off status, with an additional $due11/15/2017.11/16/07:54:EST *** C ***n (JC***)CUSTOMER CONTACT SUMMARY11/14/| 3:30ish PM- I contacted Ms*** to discuss the billing concerns she submitted tothe Revdex.comI explained that with the defaults she'salready had on the account within the last months, she's not eligiblefor further arrangements.- I explained that a two-week hold would be made available if she workswith an assistance agency, but we can typically only hold the account foras many as days as long as no other holds have been placed during thatbilling periodA longer hold can also be placed if there is a medicalemergency, which is not the case here.- Due to the significant payment she just posted of $7,on11/07/2017, I agreed to set up another arrangement for her in light ofcustomer serviceWith her full balance of $due 11/15/2017, wedecided to split the total amount into two bi-weekly payments beginning on11/24/She'll be required to pay $on 11/24/and theremaining $on 12/08/Ms*** was satisfied with that andthanked me for my assistance.- I advised that Ms*** contact me if there were further questions andprovided her with my phone number once again.SUMMARY OF RESOLUTIONAddress Shut off Notice- MsCotton's service went into a shut-off status because the $226.00that was due 10/12/was not paidOf the full balance of $7,338.16,$7,was paidAddress responsibility of bill and why she was held responsible- Ms*** had both services at *** *** *** *** and *** * *** ***Dr in her name, so she is responsible for the charges accrued for bothaccountsAddress asking for a hold for two weeks and was denied- A two-week hold is not provided unless there extenuating circumstances,like a medical emergencyAn assistance agency can also request atwo-week hold while paperwork is reviewed if the customer seeks help, butMs*** has confirmed she does not qualify for assistanceArrangement or SPP if applicable- Although she is not eligible for further arrangements per policy due tothe multiple defaults she's had within the last months, I agreed to setup the following arrangement due to the large payment she posted on11/07/2017:Due Date Amount11/24/$165.0012/08/$155.19Customer concerns have been addressed.Complaint closed 11/14/2017Tell us why here

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
Regards,
*** ***

08/22/15:41:EST *** A*** (***) CUSTOMER INFORMATION: OLD ADDRESS: *** *** CA# 41874 *** *** ** *** *** *** ** 48080-3371 Dates of service:
12/02/- 06/30/ NEW ADDRESS: *** *** CA# 0480 *** *** DR APT *** *** *** ** ***-5810 Dates of service: 07/01/- present RELEVANT ACCOUNT INFORMATION: - Customer contacted us on 06/30/to transfer service to new address - At the time of request, the customer had a past due balance of $for which a turn off notice had been sent on 06/28/ - Our policy is that if the customer has a current past due balance and they wish to transfer service, the past due must be paid in full - The customer's FULL balance at the time new service was requested was $197.59. This is the past due of $+ a late payment fee of $and the June bill charges of $The June bill was for energy used between 05/25/& 06/23/ - A final bill was issued for the service dates of 06/24/- 06/30/The balance forward for the June bill was $and the final bill total was $bring the total owed to $This was due on July - If this balance is not paid, the balance will be transferred to the customer's active account at the new address - The usage billed is minimal (mcf for June & mcf for the final bill) and could possibly be for a hot water heater and/or a pilot light and is consistent with the customer's previous summer time usage at this location which has not previously been disputed 08/23/08:23:EST *** A*** (***) RELEVANT ACCOUNT INFORMATION (CONTINUTED): - Payment History (old account): Posting Date Payment Amount 06/30/2017 177.05- 04/18/2017 170.19- 02/24/2017 100.00- 02/13/2017 24.00- 12/28/2016 55.00- 08/25/2016 90.00- - I have listened to the phone calls from June 30, and Ms*** was told specifically that the full balance at that time was $and the past due of $needed to be paid in full before the new service could begin in her name CUSTOMER CONTACT SUMMARY: 08/22/17: 3:PM - I called ###-###-#### and got voicemailI left a message with my contact information, requesting a call back 08/23/17: 9:am - I called ###-###-#### and got voicemailI left a message with my contact information, requesting a call back Because the customer has provided an email address, I am sending the following email to the customer for closure: Dear Ms***, I’m pleased to let you know that we’ve received your concerns regarding the final billing for *** *** *** *** ***, MI from the Eastern Revdex.com. Because our customers are important to us, we’ve taken your concerns seriously and have reviewed your account In addition to reviewing the account, I have also reviewed the recordings of the phone calls made to our Contact Center. I’m sorry to hear that you feel our representatives were not helpful to you. I have forwarded the calls to their supervisors for review and possible coaching On June 30, you spoke with several of our Customer Service Representatives. During the call just prior to your payment of $177.05, the representative did state that the $was the past due and at that time, the full balance was $197.59. The representative also specifically told you that only the past due needed to be paid in order to start the service at the new address The full balance of $at the time of that phone call was for service up to June 24. A final bill was issued after your last date of service on June for an additional $ Account balance as of June 30: $Payment on June 30: - Balance after payment: $ Final bill: + Balance owing: $ The gas usage billed for the June billing and the final billing were for very small amounts (mcf for June and mcf for the final bill) and could possibly be for a hot water heater and/or a pilot light for the furnace. This usage is consistent with your previous summer time usage at this location Because we do have record of your conversation with our representative providing you with the correct amount owed as of June 30, and the amount owing is for service used by you at your previous address, we will not be removing these charges It is my sincere hope that this information has resolved your concerns. Thank you for the opportunity to assist you with your inquiry Respectfully, *** *** A*** Customer Care Representative Office: ###-###-#### Fax: ###-###-#### ***.***@cmsenergy.com SUMMARY OF RESOLUTION: - BILLING: Customer was given correct account balance information during her calls with customer service on June 30. Customer only paid the past due of $177.05. She wanted to pay less but we would not have been able to start her new service until the full past due was paid - RUDE CUSTOMER SERVICE: I have listened to all recorded calls between June and August 4. I found that our representatives were professional and empathetic; trying to find solutions to Ms*** dilemma of needing service in her name at the new address when she stated that she couldn't make the payment of the past dueDuring the call on August 4, the representative again was helpful, explaining where the balance came from and when Ms*** indicated that she would take her concerns to a higher authority, the representative indicated that she was welcome to do so and agreed that she did have that right - FINAL CHARGES: We will not be removing the balance of $owing on Ms*** account for the Salisbury Staddress. We have recorded proof that she was given the correct information regarding her bill balance COMPLAINT CLOSED 08/23/ Tell us why here

04/09/10:21:EST *** A*** (JA***)CUSTOMER INFORMATION:*** ***CA# *** *** ** CLIO MI 48420-1612Dates of service: 06/12/- present.RELEVANT ACCOUNT INFORMATION:- Electric smart meter installed 09/28/16.- Gas communication module (GCM) installed 09/28/16.- Electric
usage history:2018Jan 1307Feb 1461Mar 1731Apr 889May 791Jun 815Jul 1099Aug 957Sep 939Oct 632Nov 869Dec 1134- Gas usage history:2018Jan 9.6Feb 6.3Mar 4.9Apr 3May 1.3Jun 0Jul 0Aug 0Sep 0.1Oct 0.1Nov 2.6Dec 5.604/12/11:21:EST *** A*** (JA***)CUSTOMER CONTACT HISTORY:04/10/18: 12:PM - I called ###-###-#### and got voicemailI left amessage with my contact information requesting a call back.04/12/18: 11:am - I called and spoke with *** ***.- The electric usage is the main concern.- Customer recently discovered that there is a problem with the well pumpcausing the pump to run continuouslyThis may be the cause of theincrease in electric usage.- I also pointed out that they saw similar usage in when we saw asimilar cold snap.- I offered to have the electric meter tested for her piece of mindShedeclined the offer at this time, stating that she will wait to review theenergy usage after the well pump is repaired.- I have sent the customer an email with my contact information so she canget in touch with me if she would like the meter tested at a later date.Below is the email that I sent:Hello Mr& Mrs***,As promised in my discussion with Mrs*** earlier today, this email isbeing sent to provide you with my contact information in the event thatyou decide that you would like to have your electric meter tested.Thank you for taking the time to talk with me today.Sincerely,*** A***Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####***.***@cmsenergy.comSUMMARY OF RESOLUTION:- High bill: Possible cause for the high usage has been found by thecustomerThey will contact me if they decide they want the meter testedat a later date.COMPLAINT CLOSED 04/12/

04/05/15:49:EST *** R *** (HR***)*** *** / 7552*** *** AVE AUBURN HILLS MI 48326-2030DATES OF SERVICE: 08/11/2016-PRESENT04/05/2017: I called *** *** at ###-###-#### at 3:PM and left avoicemail referencing his inquiry and requesting that he contact me backto
address his concerns.04/06/13:54:EST *** R *** (HR***)04/06/2017: I received a call from *** *** at 1:PM and we spokeabout his concernsI first apologized for the experience that he'd hadwith the Customer Service representative, and thanked him for reaching outto meMr*** acknowledged that he had been in a "sour" mood,however, the behavior of the representative had made the situation worse.I informed Mr*** that I would be sending a coaching opportunity tothe representative's supervisor to address his concernsMr*** thenstated that he was disappointed that the supervisor he had requested didnot contact him in a timely mannerI apologized for this as well, andinformed him that Customer Service representatives unfortunately cannotset timeframes for supervisor callbacks within 5-minutes, as thesupervisor may be assisting another customer or representative.He stated that he mostly wanted a direct line to someone in case his callhad been disconnected and that allowed him to forego the automated phonesystem optionsI informed him that we currently do not have an optionthrough the automated system, but that Customer Service representatives dohave direct dial numbers and extensions that they can provide tocustomersHowever, because of the nature of our call center and how wetake a continuous stream of incoming calls, I explained that if therepresentative was on a call with another customer, Mr*** would havehad to wait indefinitely until the call endedI told him that therepresentatives do not have an individual voicemail like meHeappreciated this explanation.I confirmed with Mr*** that he'd had an eServices profileestablished, but that he had not set up for online billingHe stated thathe had verified his email address on 04/03/and had changed hispreferences so that he would now receive alerts days prior to the duedate and that he'd receive his bills via email.I informed Mr*** that I would be sending in a request to have theLate Payment Charges totaling $reversed in light of customer serviceand that this would be taken care of within hoursHe thanked me forthis, and apologized for not realizing that the amount was so littleIadvised that it was the least that we could do considering the difficultexperience he had.I asked him if he had any additional concerns that he'd like to addressand he stated that he did notHe was satisfied with my resolution and weended our conversation.- Sent email to *** ***, CC'ing *** *** and ***, requesting a coaching opportunity for *** ***.- Sent email to PO Box: Transfers & Reversals requesting thatthe reverse the Late Payment Charges on Mr***'s account, totaling$11.28.COMPLAINT CLOSED: 04/06/@ 3:PM

05/09/16:54:*** J *** (DJ***)*** *** ** *** *** MI 48529I have remarked the account.***- On 4/1/service was requested at *** ** *** *** in error bycustomer's sisterService was not turned on at this address but the movein was reversed-
Ms*** was informed that outstanding balance of $2,must bepaid prior to having service at new addressMs*** made the paymentby phone on 4/26/16***5/5/- At 3:pm I called *** at ###-###-#### and let her knowthat I had received her inquiry and needed to review her information andwould call her within the next few business days.5/9/- At 1:pm I called *** at ###-###-#### and left her avoicemail with my contact informationShe returned my call but I wasunable to answer.I called her back at 4:pm and spoke to her about her concernsShestated that she knew that originally she had messed up and requestedservice at *** ** *** *** and that was the wrong addressIexplained to her that we hadn't turned it on there but had put it in hernameThat was reversed when she contacted us that it was the wrongaddressI apologized if she had been told something different aboutthat.I let her know that I saw that she had paid a past due amount of $2,162.55to account #*** which was required before we could start a newservice for herI explained that we no longer set up services for a newaddress if there is an outstanding balance owed.I let her know that I would be happy to set up the service for her at thistime for *** ** *** *** and she said she would appreciate that.She said that she only needed the electric turned on at this timeIscheduled that for May as she was not at this location to turn off thebreakers until later today.I also apologized to *** if she had been treated rudely by any ofour representatives as we strive to provide good customer service toeveryoneShe thanked me for setting this up and ended the call.Final Resolution with *** *** May 9, 2016Ms*** satisfied with resolutionTell us why here

06/06/10:20:EST *** A*** (JA***)*** H ***CA# *** * *** ** *** MI 48342-1560REASON FOR GAS SERVICE/METER BEING MOVED: the previous customer here,Jennifer Page (dates of service: 11/10/- 08/11/16) would not provideaccess to the gas meter which was located in the
basement of the home andthe service was disconnected at the curb due to a very large outstandingbalance ($13,329.55).Mr*** has previously filed a MPSC complaint regarding this sameissue (Notification #***) on June 2, This one differs inthat he's requested compensation for lost rent revenueI have sent anemail to Energy Delivery asking that they follow up with the customerregarding the request for compensation as the issue of the serviceconnection work has been resolved which I'm including below:06/06/09:11:EST *** A*** (JA***)I received the following information from *** ***, project leader,today:"*** (***) had multiple conversations with the customer, specificallyafter the job was released:05/15: Customer called wanted to know why his service wasn't installed onthe date discussedI explained to him that the site was turned downbecause the fence in back was locked and they could not get to the main.I asked him if he could take down a portion of the fence and send mepictures when he does so I can get this back to our scheduling department.05/16: Customer called and said that the fence belongs to the neighbor andhe does not want it tampered withI called the customer back and he gaveme his tenants number (***)I called the tenant and left a voicemailasking about the neighborWanted to see if he had his neighbors contactinformation so I could get a hold of him and let him know what needs to bedoneWaiting on feedback from the tenant.05/22: Met tenant on site and went over what portion of the fence needs tocome down so our crews can gain access to serve him.05/26: I emailed customer information that I released job to schedulingand if he wanted to get updates on the job then he could contact ***in scheduling.06/02: Customer emailed me wanting an update on when crews will be onsiteHe also states in the email that he can't get a hold of schedulingand will file a lawsuit if service is not installed todayI sentscheduling an email asking if we can get the job done soonerWaiting onfeedback."06/06/09:38:EST *** A*** (JA***)*** *** spoke with the customer by phone last Friday, June 2, lettinghim know that the job was tentatively scheduled for Thursday or Friday ofthis week.*** ***, gas services scheduler spoke with the customer on Friday aswell and let him know that we will try to get the work completed by theend of this weekOur schedule is fully booked and the job is out for sitecheck todayOur "on time delivery" date is 06/and we have to have thework completed within days of this date.06/16/12:09:EST *** A*** (JA***)I received the following update regarding this job from Scheduling today:"This job has not been completed yetOur contractors are having troublelocating the sewersWe got with the customer and he gave us contactinformation for the tenant at *** ***Our contractor has called andbeen out on multiple occasions trying to get ahold of this tenant so thatwe can locate the sewersThe tenant will not get back with usThis jobwas going to be on the schedule for Monday, but without sewers beinglocated, we will not be able to do this job."I am sending the following email to the customer:Dear Mr***,I#m pleased to let you know that we#ve received your concerns regardingthe installation of the gas service at *** ** *** StPontiac, MI fromthe Eastern Revdex.comBecause our customers are importantto us, I#ve reviewed the service request and have been in contact with ourschedulers.The information that has been provided to me is that there have beenseveral obstacles that have prevented us from installing the service tothis property that have been beyond our controlThe first was theneighbor#s fence which was preventing us from accessing the gas main, andthe most recent is that we#ve not been able to connect with the tenant foraccess to information regarding the location of the sewer at this premise.Our contractor has called and been out to the home on multiple occasionstrying to get a hold of the tenant with no successPlease contact*** *** at ###-###-#### for more information regarding yourrequested work.Because these delays are not the fault of Consumers Energy we regret thatwe are not able to compensate you for the lost rental incomeIt is mysincere hope that this information resolves your concernsThank you forthe opportunity to assist you with your inquiry.Respectfully,*** A***Customer Care RepresentativeOffice: ###-###-####Fax: ###-###-####***.***@cmsenergy.comCOMPLAINT CLOSED 6/16/2017Tell us why here

11/09/10:33:EST *** *** (EIDOCKET)----------------------------------------------------------------------...⇄ *** - *** * *** *** ***, MI - CA# ***------------------------------------------------------------------------The inquiry was forwarded to *** ***
for follow up.On 11/9/at 10:AM I called ###-###-#### and left a voice message ona generic voicemail advising the inquiry has been received and provided toour Appliance Solution Center for follow up, and offering my name anddirect phone number for contact.11/11/12:29:EST *** *** (EIDOCKET)On 11/11/*** in the Appliance Solution Center spoke with Ms***.Together they reviewed the account and the situation, and agreed that thecash allowance covered under the Gold Plan would be an acceptableresolutionMs*** was made aware that the amount allotted is $350.00and will be received within 7-business daysMs*** thanked ***.Complaint closed 11/11/

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]Consumers Energy did not give me any option to opt out of the new meter at any time or we would haveAlso, I have asked why the meters keep going bad and they never knew why.Also, I work during the day and provided a number to be reached after 5pm and they never called
Regards,
*** ***