Airzip Internet Inc

[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,
*** ***

*** C *** *** *** ** *** *** MI 49509-1916Dates of service: 11/21/- present.Current account balance: $1118.46Turn off notice balance: expired: 4/3Dunning history:Date of Issue Dunning Level03/23/- Mail Turn off Notices03/26/16: Customer requested enrollment in the
Shut-off Protection Plan(SPP)$down payment required by 04/09/16, then monthly paymentamount will be $205.00.Payment history:Posting Date Payment Amount03/03/186.00-02/08/61.00-02/11/16: $transferred from *** ***, BP# ***Balanceis from:*** C *** *** *** ** #B *** *** MI 49503-1769Dates of service: 08/10/- 06/03/13No forwarding address given when service was discontinuedCustomerattempted to turn on service at another address on 07/02/and was toldabout the balance owingBalance and security deposit requested to turnon serviceCustomer cancelled request.On 11/19/$was transferred to ***' account (above) from:*** C ***CA# ***OTTILLIA ST SE #C *** *** MI 49507-3778Dates of service: 06/16/- 5/22/12On 8/8/$2,transferred to ***'s account (above) from:*** C *** *** ** ** *** ** *** *** MI 49512-2801Dates of service: 12/05/- 06/27/09Customer has history of broken promises and poor payment history.04/07/11:41:Julie AGates (JAGATES)When *** closed his account at *** ***we sent a turn off notice on06/07/13, attempted to call regarding the final bill on 07/09/13, mailed afinal bill reminder on 07/19/which was returned by the post office on07/26/13.*** had an account in her name at 2*** *** *** ** ** *** *** until11/15/She was unable to transfer service into her name at the newaddress because of a past due balance of $641.99.*** requested service at the *** *** *** ** *** *** on11/04/but was told that the balance of $needed to be paid priorto move in.***'s past due balance was paid by DHS and then she was able to getservice into her name at the new address.12:pm - I called and spoke to *** about her concernsI explained that***' balance would remain on her account as we are following MAE(Michigan Agency for Energy) rulesIf we are able to prove that the twoparties resided together at the address where the debt incurred, and areliving together now, we are able to transfer the debt to the activeaccountAs long as it's been less than years since the final bill duedate, we are still able to attempt to collect on the debt.I also explained that *** may not have received the final bills fromthe *** *** address; however he called us for service at the *** ***address about a year later and was told about the balance owing.*** asked why we didn't transfer the balance then, as she had called andgotten the service in her name at the *** ***address after *** wasdenied serviceI explained that two different representatives handledthe calls and the connection wasn't madeNow we have different policiesand procedures in place and we caught it this time.*** is unhappy with our position and states she is going to file anothercomplaint with the Revdex.com because she feels we have "unfair businesspractices"I explained that she's welcome to do so; however our responseis going to be the sameThis is a debt that is owed, and we are workingwithin the rules set for us by the MAE.COMPLAINT CLOSED 04/07/16________________________________________________________________________...⇄ us why here

STATUS REPORT - WAITING ON METER TEST02/20/10:50:EST *** W*** (BW***)CUSTOMER INFORMATION*** *** LLC / *** / *** W *** *** #D LANSINGDates of Service: 06/26/- PresentRELEVANT ACCOUNT INFORMATION- The January bill was $476.95, billed at MCFs and kWhs- The
electric smart meter was installed on 04/11/2017- Prior Similar Electric UseBilling Cycle Dates Use (kWhs)11/02/12/06/2,54412/07/01/09/2,19301/10/02/07/2,01502/08/03/09/2,00811/04/...⇄ The gas communication module (GCM) was installed on 04/12/2017- Prior Similar Gas UseBilling Cycle Dates Use (MCFs)12/07/01/09/45.601/10/02/07/43.002/08/03/09/31.212/05/01/08/33.412/07/01/0...⇄ CONTACT SUMMARY- I spoke with Mr*** on 02/20/at approximately 11:AM- I discussed his use and he was well aware of the colder temperatures inJanuary- I also discussed the prior use at this address on the prior meters isin-line with his current use- He understood, but was still skeptical about the amount billed to him- I offered to have the electric meter tested- I have setup meter exchange order #*** for 02/28/between &PM- I sent an email to the Metering & Technology Center regarding the meterexchange and testing- I sent an email to the scheduler for this area

05/04/14:55:EST *** J *** (DJ***)*** *** / *** *** *** ** *** *** MI 48461-9612Dates of Service: May 3, - PresentI have remarked the account.***5/4/- Assigned to: *** ***, ASP***5/4/- At 2:pm I called *** at 810-267-
and left a voicemailexplaining that I had received the inquiry she placed with the EasternRevdex.com and have forwarded it to our Appliance Service PlanDepartmentI let her know that they would be following up with herwithin the next few business days.05/05/14:43:EST *** J *** (DJ***)5/5/- I received the following information from *** ***:I contacted Ms*** today and discussed her concernsI explained thatthe check and brochure that she received stated that you can upgrade tothe Gold plan for an additional $per month on top of your base planpriceShe upgraded to an Ultra Care Gold.Because this was confusing to her, in light of customer service, I will bereimbursing her for the Gold Plan payments she made for March, April andMay as credit on her utility billShe was also downgraded to FurnaceCare, per her requestShe requires nothing further and is satisfied withthis resolution.Final Resolution with *** *** May 5, 2017Ms*** satisfied with resolution

05/10/16:24:EST *** R *** (HR***)CUSTOMER INFORMATION*** *** / *** *** Ave Warren MI 48092-5625Dates of Service: Prior to May 2008-03/28/2018CUSTOMER CONTACT SUMMMARY05/10/2018: I called *** *** at ###-###-#### at 4:PM and afterringing multiple times,
the call disconnected.05/16/17:53:EST *** R *** (HR***)05/16/2018: I called *** *** at ###-###-#### at 5:PM and afterringing multiple times, the call disconnected.05/17/09:18:EST *** R *** (HR***)Since I have been unable to reach Mr*** by phone, I am sending thefollowing letter for closure:May 16th, 2018*** *** *** DrLewisville TX 75077Account #: ***Dear Mr***, on behalf of Ms***,This letter is in response to your inquiry with the Eastern BetterBusiness Bureau regarding the account at *** *** Ave WarrenIunderstand you had some concerns about a credit balance on your mother'saccount.I was able to look into your concerns and determined that we would need acompleted copy of the Deceased affidavit, a copy of the death certificate,and proof that you are Ms***'s beneficiary sent to us before wewould be able to issue a refund check for the credit balance on theaccount, totaling -$I've included a copy of the affidavit with thisletter for your convenienceYou can send the information to our Estatesdepartment one of three ways:US Postal Service Consumers Energy, Attn: EstatesWeiss St, Room 210-3Saginaw MI 48602Fax ###-###-####Email [email protected], I was unable to reach you by phoneIf you have any additionalquestions, please feel free to call or send me an emailI would be happyto further assist youMy contact information will be listed below.With regards,*** ***Executive Customer AdvocatePhone: ###-###-####, Email: ***.***@cmsenergy.comSUMMARY OF RESOLUTIONADDRESS DECEASED BENEFICIARY AND CREDIT BALANCE: Mr.*** has yet to provide a copy of the death certificate for *** (account is noted he is her son) or proof that he is thebeneficiaryThis information was provided to him on 05/10/by aCustomer Service representativeI've included a copy of the deceasedaffidavit in the letter sent for closure.COMPLAINT CLOSED: 5/16/2018Tell us why here

1/25/18- Because I have not been able to reach Ms*** by phone I sent her the following email to the email address she provided: ***Hi *** ***,I am writing in response to an inquiry you placed with the Revdex.com regarding a final bill for *** ** ***
***, Madison HeightsRegretfully I have not been able to reach you by telephoneAfter reviewing that account I found you had spoken with a Customer Service Representative on November and they offered to place a credit on the account to cover the balance of $Unfortunately that credit was placed on a different account in your name by mistakeWhen you contacted us again on January a request was placed to have that credit transferred to the correct account to clear that balanceThat has been completed and there is a zero balance showing on this accountAs there is no balance owing nothing would be sent to collections on thisI truly apologize for any inconvenience this may have causedIf you have any additional questions please call me directly at *** and I will be happy to assist you.Sincerely,*** ***CUSTOMER CONCERNS TO BE ADDRESSED:There are no interactions on the account from October where CE was contacted to stop serviceWhen customer contacted us on November offer was made to credit the account for the final billCredit of $was placed on a different account of the customer's in errorThis has been transferred to the correct account bringing the balance down to zeroFinal bill was for $for services from 9/5/- 11/9/Credit of $was applied to the account on 11/17/which left a balance of $In light of customer service credit was offered to customer to clear the balance.Complaint closed

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:I am not confused about what was saidI am aware there was a free day trial period however I was told I would receive a free month of consumers energy service (not the service plan)I understand now that he may have been incorrect in telling me this however I have spent hours at this point being transferred and disconnected prior to deciding to file my complaint with the Revdex.comHe may have been incorrect and he may have misspoke but I would not have signed up for plan just to cancel it and then waste hours try to save $I signed up because of what I was told and not that is not being honored and I feel that it was a bait and switchIt's not like I jacked my thermostat up to degrees and tried to cheat the systemMy heating bill was a very $I was told I would receive a free month of utilities service from you, not the service plan or appliance serviceHe should have been much more clear in this I cannot imagine how many other people were also tricked and either didn't notice, got frustrated being transferred and gave up, or didn't know to contact the Revdex.com with a complaintI am not remotely happy with the response of you misunderstood our agent's misleading cold callI would change providers today if you didn't have a monopoly. Even in your response you use the same misleading phrases that caused this problem to begin with, probably to cover your butt if the Revdex.com requests the phone callThat is not appropriate language to useI was told I would receive free consumer energies services for one month, not a service plan, not appliance service, it was simply stated utility service and that to me means my heating billHad he said the service PLAN will be free for one month it would have been easily understoodBut he said a free month of consumers energy serviceI am not happy with this you taking only the $off my bill because 1) you were supposed to it was within the day window and 2) I did this myself after spending hours on the phone with consumers energy, it was nothing done in response to this Revdex.com complaint.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 [redacted], 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,
[redacted]

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I reject the action cause there are a few things that were left out from consumers energy ([redacted]), first thing first I have a letter from October 16th 2016, NOT October 18th 2016. Second I went in personally on the Oct 13th to the battle Creek head quarters and give her my id, social card and my proof I own the house, and I was not told what paper to bring in when I received a call to bring that stuff in. (I got copy's which I will have to collect them up when I get home for proof.) The lady behind the desk told me if I revive mail in the next 5 days to disregard it due to the company has not received the faxed over info yet. I come home from work to no power and I immediately start to call consumers, I get someone to answer (don't member any names) and she tells me to hold while she transfers me so I go on hold and another lady answers and she puts me on hold for some investigation department and my call was dropped. I call right back and got someone else she don't explain nothing to me and my call was dropped again, so for two phone calls in a row on hold for ruffly 45 min I get no where.  So I call again and get another lady to answer I asked for her manager and she did not get me one but she did answer some questions and I began to tell her I have a 6 month old baby girl and a 2 yr old son that both live in the house and need electric so I can provide heat and she said well I can transfer u and I said no im just gonna get sent to a voicemail and it's gonna say it's full and it will drop my call. So I asked for a direct number to call and she gave it to me, (810-760-3245 Flint investigation center) and I called it approximately 8 times in two days with nothing there but a voice mail. I go on to leave approximately 5 voicemails being pretty calm in my tone of voice just trying to figure stuff out and I receive no calls or return calls.  I proceed to go into battle Creek office again and take more paper work and the faxed more over once again. When [redacted] called I told her I had questions before my electric was turned on and now I don't because I was at work and did not have time to talk to I asked her for her number which she gave me. Needless to say consumers has many of ppl working for that company and I gave them my number when I first signed up for electric and they instead of giving me a courtesy call saying her u gave us the wrong paper we need a different one the just turn my electric off and make my infants suffer. Consumers does not care about anyone or there kids they are just a money hungry business and I feel they need to take a few more steps and try helping the people they are supplying for instead of trying to screw everyone over. I don't feel there was any reason to turn our power off over one single paper. And I feel there customer care is very unorganized due to the fact no one had any answers for me and no one cares about the person with the problem; and my calls were dropped two times. Someone, somehow needs to correct consumers and make them have some answers for the public. Then need to realize infants can get all sorts of stuff from being cold and this was not bill related so it was an unprofessional  choice to turn my power off over one single paper, I could relate if I kept ignoring them but I did NOT and this still happens. I guess like I've already said my biggest concern are my kids and now they both have a cold and I have no other places to stay while not having power. So consumers energy is very unprofessional in my opinion. 
Regards,
[redacted]

[redacted]I attempted to customer this morning 04/27/2016 (11AM) by calling contactnumber he provided ###-###-####. Phone call would not go thru....it wouldimmediately disconnect. I then called phone number listed on his energyaccount [redacted]. Mr. [redacted]...

answered. I told customer that wereceived his inquiry he filed with Revdex.com regarding OHservice and I would be forwarding to Customer Energy Specialist (CES) TeamLeader Supervisor.I assigned to [redacted], SPoC.05/02/2016 17:13:20 [redacted] M. [redacted] (CMHERNAN)I made contact with [redacted] at 1:15PM today concerning hiscomplaint (see attached).We spoke at length going over his issues he has had with getting electricservice to his building at 1[redacted] MI. and wecame to a satisfactory resolution on those issues.Issue Number One. It took around 3 months to hear back from CES (customerenergy specialist) [redacted] did inform that [redacted] had calledhim shortly after he made application for service and that she did go overhis project and what it would require. He did not know exact date, butthen there was a huge gap until the next time he heard from [redacted].I did reach out to CESIII [redacted] and she said she called and left VM andalso called again 11/19/2015 to get the project scope. This is documentedin SAP (see screen shot of doc & notes below) she then said he called herand they went over the project, but she forgot to document this call. Nordid she document any other correspondence she had with [redacted]. Ihave addressed this with CESII [redacted].08/13/2015 14:48 Wants estimate on cost for overhead and undergroundservice.08/18/2015 14:47 [redacted] # phone [redacted] left another message#this is a business voicemail11/19/2015 08:54 [redacted] # phone [redacted] construction measure[redacted]549 created11/19/2015 10:13 [redacted] # phone [redacted] upgrading new serviceentrance from 100A to 200A. Adding 3ton A/C unit. Approximately 1KWlighting and 1 KW irrigation/pumping.Total added load @5 KW.Issue Number 2 His Site was inspected on 4/8/2016 and it took until4/15/2016 until [redacted] said he finally got in touch with a Consumers Energyrepresentative who told [redacted] he did not even have a work number in thesystem and the CE representative had to create another one for him. Thisone got assigned to yet another CES [redacted] (CESI [redacted]) whocalled him and went to his jobsite and told him maybe a week longer forhis service.I informed [redacted] that his original notification was created backin August and was still active and would be the one used to construct hisservice. I also informed him that [redacted] had created a design back inNovember and that it was approved for construction in December 2015 andwas placed in a hold status for his inspection to be completed. He didtell me then that [redacted] had called him and told him about the inspectionrequirement again though he could not remember the exact date. Iapologized for the confusion here and told him that this should not havehappened. I also told him I would follow up to see why his originalrequest was not found and ways to improve this in the future. I could findno apparent reason why the original notification could not be found by theConsumers Energy representative ([redacted] said he talked to) or any supportingdocumentation on this. Will review with Subject Matter Expert#s (SME) todetermine cause?[redacted] suggested that he should be able to look at his request on linewithout having to talk to someone as he understands CE is a big companyand probably is getting tons of calls.He said other big companies have this capability. I told him that this isa fantastic idea and that I would take his suggestion forward.Issue umber 3. He still does not have power and he wants it by 4/29/2016.I informed [redacted] that his job has been released to scheduling and isscheduled for construction this weekend 5/1/2016. [redacted] is satisfied withthis outcome and is very thankful he finally got through to someone.Special thanks to [redacted] and [redacted] in schedulingdepartment for making this happen on such a short notice!Issue #4 Desired Settlement that CESII [redacted] and CE supervisor[redacted] is fired. I did inform [redacted] that [redacted] is not [redacted]#s Supervisor thatI am her supervisor. I apologized for the customer service he received,but I did tell him that this would not result in [redacted]#s or [redacted]#sfiring. Resolution; I did tell him I would address this situation withCESIII [redacted] and I would also have her call him. He informed that[redacted] had indeed already called him and apologized for the service hereceived and [redacted] did respect that and was satisfied with her apology. Iended the call with giving [redacted] my contact information. He was thankfuland considered his complaint resolved.Sincerely,[redacted] J. [redacted]Zonal Team Leader###-###-#### desk###-###-#### cell----------------------------------------------------------------[redacted] [redacted], MI 49319-8430ELECTRIC METER INSTALLED 05/01/2016 (4:03PM).CLOSING INQUIRY DAY OF CONTACT 04/29/2016.Tell us why here...

08/29/2016 15:33:55 [redacted] N [redacted] (RNRICHAR)[redacted] Ionia MI 48846-1904Account number: [redacted]Dates of service: 09/29/15 to present.CUSTOMER INQUIRY OPENED AS OF 08/29/16.08/29/2016 16:27:06 [redacted] N [redacted] (RNRICHAR)BILL/USAGE HISTORY FOR THIS ACCOUNT:Bill Month:...

kWh used: kWh/day: mcf used: Bill total:Nov-15 410 14 1.4$85.13Dec-15 483 14 3.3$105.81Jan-16 502 14 4.6$121.99Feb-16 436 16 6.9$128.52Mar-16 436 16 6.6$125.32Apr-16 403 13 3.5$98.68May-16 458 16 3.5$106.89Jun-16 541 17 1.6$106.45Jul-16 648 22 1.2$120.65Aug-16 817 27 1$153.19The new smart meter was installed on 04/18/16. The old meter was using 17kWh/day prior to the exchange and 14 kWh/day after the exchange (between04/18/16 and 04/29/16).Prior to its placement at the home, the current smart meter was tested on01/09/16 and was found to be working accurately at 100.03%08/29/2016 16:35:09 [redacted] N [redacted] (RNRICHAR)PREVIOUS ACCOUNT WAS UNDER [redacted]' NAME.[redacted] MI 48846-1904Account number:  [redacted]Dates of service: 02/23/15 to 09/28/15.USAGE/BILL HISTORY FOR MR. [redacted]' ACCOUNT:Bill Month: kWh used: kWh/day: mcf used: Bill total:Apr-15 334 12 7.8$116.92May-15 407 13 2.9$93.55Jun-15 487 16 1.1$92.79Jul-15 682 22 1$125.70Aug-15 680 23 1$125.54Sep-15 595 21 0.7$108.55final bill 709 21 0.9$126.7708/29/2016 16:38:53 [redacted] N [redacted] (RNRICHAR)08/29/16 - Monday at 4:39 pm - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have their inquiry andam available to assist them. I left my direct phone number for them tocall back.08/31/2016 09:05:03 [redacted] N [redacted] (RNRICHAR)08/30/16 - Tuesday at 6:20 pm - Spoke with [redacted] at phone number###-###-#### - letting her know that I have been able to look into herconcerns.We went over the use history for both her account and Mr. [redacted]' account.The usage this summer has been very similar to last summer, with anincrease in usage on the current bill. I explained that the meter hasbeen tested this year, prior to its placement at the home, and was foundto be working accurately. She was happy to know that all of our smartmeters are tested to make sure they are working accurately before weinstall them.Many customers are experiencing increased usage this summer due to therecord-breaking temperatures we've had. I asked her some troubleshootingquestions about the appliances she's using, and we determined that shedoes use window air conditioning units in the home. While we cannot tellher what in the home is using electricity, only how much is being used,but the air conditioning is most likely the cause for the increasedelectric use on the bill.Since there is a smart meter at the home, she is able to log on to hereservices profile online to monitor the electric use on a daily and evenhourly basis. I suggested to determine how much electricity the airconditioners use, she can take a meter read or use a starting time. Fromthere, she can turn off and unplug the window air conditioners for aperiod of time (a few hours, or up to 24 hours) and then compare what wasused during that timeframe to the same amount of time when the airconditioners were being used. This will give her a good idea of what theair conditioning is actually using. I also suggested that she work withthe owner of the home (this is a rental property) to take advantage ofsome of our Energy Efficiency programs, such as the Home Energy Audit.Ms. [redacted] had no further concerns at this time. She thanked me forcalling and has my direct phone number in case either she or Mr. [redacted]has any questions in the future.CLOSING CUSTOMER INQUIRY AS OF 08/30/16.Tell us why here...

[redacted] [redacted] MI 49017-3221Dates of service: 03/17/14 - present.Estimated meter read history (12 month):July 2015 Not attemptedMarch 2016 DogApril 2016 DogMay 2016 DogJune 2016 Dog An actual reading was taken on 05/17/16 outside the regular monthly meterreads...

(Between the 1st and the 7th of the month).The billing is current with a zero balance.06/10/16: Customer requested call back from a supervisor:"Customer said there is always someone home during the day.She said if you knock on the side door by garage and they will allowaccess. She is upset that no one ever let her know there was a problem.She has a large catch up bill. $30.00 Amends is for her inconvenience."06/10/16: Email sent to Meter Reading supervisor.06/17/16: Call center supervisor attempted a call back to the customer butgot voicemail. Left a message with contact information.Billed usage Kwh (estimates vs. corrected bills)Month Estimated Corrected Last yrMarch 605 601 558April 384 526 387May 373 566 406June 264 512 33806I received the following email this morning from the customer:"Dear [redacted],When the meter reader manager called me, he proceeded to say thatthere was a policy in place in case of dog or not able to read the meter.He said that meter readers are suppose to leave a bright green card ondoor, to say what was going on. I never saw or received such notice ofany kind for over 3 months. So there fore my reason I want you to creditmy bill is still the same. I am not paying for someone else's mistakes, ifI didn't do my job I would be held accountable. I cant afford to pay forsomeone else's mistakes, it a hardship in itself. So I have not heard yetagain from anyone in over a week about crediting my bill.[redacted] MI. 49017"I have sent the following response to the customer via email:Dear Ms. [redacted],In reviewing your account, I found that your June bill, which wascorrected, shows that the amount you were billed was $80.52 and yourbilled total was $127.75. Based on this, the extra you were billed due tothe estimates was $47.23. Our Customer Service department issued you acredit of $30.00 which is 64% of that extra amount, and is about doublewhat is given in similar circumstances.We are sorry that our meter reader did not follow through on his/herresponsibility regarding leaving a post card for you. I understand it isfrustrating to receive a catch up bill because of those estimates. Ourmeter reading supervisor is aware of the situation and will be working toresolve it with his staff to prevent it from happening again. Based onthe credit already applied to your account, we will not be placing anyadditional credits on the account because of this incident.I know this is not the answer you were looking for and for that I amsorry.Sincerely,Office: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com

[redacted]Balances transferred in to this account:Transferred on 01/06/17:Miscellaneous (returned check fee) - $15.00Electric - $440.61The above two balances are from:[redacted]...

[redacted]Dates of service 01/11/16 - 09/04/16--------------------------------------------Transferred on 01/23/17:Electric - $463.26The above balance is from:[redacted] / [redacted]Dates of service 02/07/14 - 07/27/14-----------------------------------------------History of service at [redacted] GRAND RAPIDS:11/01/16 - present: [redacted]09/05/16 - 10/31/16: [redacted]'s son) ($253.08 still owed)01/11/16 - 09/04/16: [redacted]07/28/14 - 01/10/16: [redacted]'s son) Notice mailed 01/08/16($356.78 still owed)02/07/14 - 07/27/14: [redacted]'s husband)11/04/13 - 02/06/14: [redacted]'s son) Notice mailed 02/08/14.---------------------------------------------------------------Fraud tip received from the Contact Center on 01/06/17. [redacted] sentan email asking for the service to be put into his mother's name. A turnoff notice had just been mailed in [redacted]'s name.[redacted] does show at another address currently in his Experian report.1:58 pm - I called and spoke to [redacted] about her concerns. I explained wherethe transferred balances came from. She states that her husband was injail during the time frame that service was in his name and that neitherher nor he contacted us for service at that time, but she admits that shewas there during the time frame that service was in his name.I told her that if she still wishes to dispute that (identity theft) thatshe or he would have to file a police report and also fill out an FTCaffidavit before that would be removed from the account.At this time, we have not transferred her son's bills to her accountbecause we can't prove that they are still here.I also explained why she was billed for fraud investigation costs, becauseof the name switching at this address, over the past several years. Eachtime the service is switched into someone else's name there is an openturn off notice on the account, so they've been trying to avoid payingdebts that are owed here.[redacted] states that she has contacted several agencies and the only one with funding currently isDHS and they will only pay a portion of the balance.[redacted] said that basically what she wanted was for a paymentarrangement/plan that she can afford in order to keep her service frombeing turned off. I offered to place her on SPP if she could make a downpayment of $122.00 by March 8th and then her monthly payments would be$149.00. She said she could do that, so I have requested that for her.At this time [redacted] has no further questions or concerns and thanked me formy assistance. She is very pleased with this resolution.COMPLAINT CLOSED 02/22/17

[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 [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Consumers Energy has not credited me back for March, April, and May. Once they credit me back for these 3 months I will actually accept their offer.
Regards, 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11943187, 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:
I had no missed calls and no voicemails.  Their email response basically states that this marketing method has been used for several years and that they have taken the necessary steps to make sure that the required verbiage is present.  I am sure that it is perfectly legal.  The fact of it is however, that it is intentionally misleading.  The entire reason that they present this as a check is to trick people into cashing it, hoping that they don't read the fine print.  They could just as easily present this marketing as an offer for services, with a sign up bonus of offering a rebate or a discount on the first x months of the contract.  Doing this would both present their offer to the customer, and offer the same dollar value sign up bonus, while at the same time being completely transparent, honest, and obvious.  The current marketing method is intentionally trying to deceive the custome (regardless of its legality), which is why I filed the complaint. People do not normally expect cashing a check to have strings attached to it, or that it tie them down to a contract. 
Regards,
[redacted]

10/26/2016 11:27:38 EST [redacted] A. [redacted] (JA[redacted])[redacted]CA# [redacted] #105 FRUITPORT MI 49415-9529Dates of service: 04/25/16 - present.10/26/2016 12:05:20 EST [redacted] A. [redacted] (JA[redacted])I've sent an email to Smart Metering asking for assistance.12:06 pm - I called ###-###-#### and got...

voicemail. I left a message withmy contact information, indicating that the concern has been received andwe will be in touch as soon as I'm able to obtain the necessaryinformation regarding his meter reads.Smart meter was installed here in 2013.10/31/2016 09:49:11 EST [redacted] A. [redacted] (JA[redacted])I received the following from [redacted] with smart meters on 10/26:"I looked into this account (meter [redacted]) and this is what I found:· Smart meter was installed June 2013 and looks like it wascutover September 2013.· Meter is on the SEOC troubled log as a stopped meter. Lastcommunication was July 2016, although daily reads stopped in April 2016.· From what I see in SAP, the customer did receive 4 estimatedbills from May # August while their meter was cutover.· The meter was reversed back to manual reads on 8/17/16. Lookslike their September bill was estimated (not field read), but the read inOctober was an actual.· I would recommend this customer remain on manual reads.Looking back prior to their smart meter, the meter was consistently fieldread monthly for years. "9:56 am - I called ###-###-#### and got voicemail. I left a message withmy contact information, requesting a call back.10/31/2016 14:23:32 EST [redacted] A. [redacted] (JA[redacted])There has been no response to my voicemail messages. I am sending thefollowing letter for closure:October 31, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I#m pleased to let you know that we've received your concerns regardingyour estimated meter readings for [redacted]. #105 Fruitport, MI fromthe Michigan Agency for Energy (MAE formerly known as the MPSC). Becauseour customers are important to us, we've taken your concerns seriously andhave reviewed your account.The meter at your location is a Smart Meter and it stopped communicatingmeter reads to us in April. Because this is sometimes a temporarysituation, we had not assigned a meter reader to read the meter untilseveral months pass without a reading from the meter. This meter is nowon manual meter reads and the current billing is based on an actual meterreading.Your meter will continue to be manually read until we have determined theproblem with the remote readings and have a fix in place. Occasionally,due to things beyond our control such as weather, loose dog, or employeeabsence, we may not be able to obtain a reading, and for this we are verysorry. We have scheduled actual readings for this location going forward.I apologize, but at this time we are not able to grant your request for acomplimentary energy efficiency check. Your gas supplier may be able toprovide this for little or no cost to you. We don't have anyoneavailable in your area to provide this service because we do not supplygas service here.Our Budget plan figures are based on usage history for this location forthe last 12 months. Because this would include usage from prior to yourtaking possession of the property, you may wish to wait until you've beenhere for a full year before enrolling. Our current quote for the budgetplan at this location is $79.00 per month. Please contact me or ourContact Center (###-###-####) if you would like to enroll.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,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comCOMPLAINT CLOSED 10/31/16________________________________________________________________________...⇄ 0002TaskTask text MM[redacted] re-open MAE kplt 11-1-16 Status TSCO Planned start 11/01/2016 14:13:51 Planned end 11/01/2016 14:13:51 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:13:14 EST [redacted] M. [redacted] (MM[redacted])MM[redacted] re-open - for clarification of billing.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 11/01/2016 00:00:00 Planned end 11/01/2016 00:00:00 Completed on 11/01/2016 by ________________________________________________________________________11/01/20...⇄ 14:16:44 EST [redacted] A. [redacted] (JA[redacted])I unfortunately have forgotten to include some important informationregarding the account and in the letter sent to the customer.Current account balance: $169.29Billing history:Billing date Due date Bill total10/13/2016 11/04/2016 169.2810/12/2016 11/03/2016 108.5108/26/2016 09/19/2016 243.8907/23/2016 08/15/2016 419.8506/21/2016 07/12/2016 144.7005/24/2016 06/14/2016 62.63The meter at this location was tested on 04/23/13, prior to installation,and was found to be 99.987% accurate.I am sending the following additional letter to the customer:November 1, 2016[redacted]. #105Fruitport, MI 49415-9529Account Number: [redacted]Dear Mr. [redacted],I apologize for sending you an additional letter, however my previousletter did not include a few pieces of information that you may findhelpful.Because your current balance is the result of two months' worth ofcharges, please contact me if a payment arrangement is needed. We wouldbe happy to spread out your payments over a 2 month period if you needadditional time to bring the account current.Also, when reviewing your energy usage here, I found nothing to indicate apossible problem with how accurately your meter is registering your energyusage. For your peace of mind, we would be happy to have your metertested to verify that it's working properly. Please contact me if youwould like the meter tested.My apologies again for this additional letter and I hope that thisadditional information has resolved your concerns. Please let me know ifthere is anything further I can do to help you.Sincerely,[redacted]Customer Care Representative###-###-####Julie.[redacted]@cmsenergy.comEND UPDATETell 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
To clarify, I am in-between accepting and rejecting the response. There was only 1 call and 1 message left in my voicemail, not 2 from the supervisor. I work full time and it was not convenient for me to call back last week as I was on some intense project deadlines. I am confused as to why the "Threats of Violence" was removed from my account in January. We did not ask for it and were not notified of the change. To be quite frank, the only reason we are on that status is because the meter readers have no respect for privacy or for pets. It was established in December of 2005 that there is no threat, but the only way to keep the readers away from our child's bedroom window, and out of the dog's area, was to put us on that list. I have the letter stating such. With the easement running across the front of our property, there is adequate space for the readers to follow the lines to the meter. The dog cannot enter that pathway. Regardless, we will stay on the Threats list. I have received the reading packet, but am confused again. I have been receiving a postcard for the last 12 years to submit my readings. Will I still be receiving the individual cards or is that service ending? I have only missed a few during that time for various reasons, such as illness and such. I have either submitted online or called it in. What assurance can we have that a similar incident will not occur? 
Regards,
[redacted]

09/21/2016 10:17:01 [redacted] W. [redacted] (BW[redacted] R [redacted] / 7898 / [redacted]Dates of Service: Pre-July 2008 - PresentI left a message for Mrs. [redacted] on 09/21/2016 at 10:17 AM, at phone number###-###-####.We received a payment of $478.68 on 07/22/2016. There currently is acredit of $260.58...

on Mr. [redacted]'s account.09/21/2016 10:40:19 [redacted] W. [redacted] (BW[redacted])I spoke with [redacted] and he said this amount would have to be sentback in the form of a check because of how it was paid to us.09/22/2016 13:59:35 [redacted] W. [redacted] (BW[redacted])Mrs. [redacted] called me back on the morning of 09/22/2016.I offered to refund the whole payment and explained this would leave abalance owing. When she said that paying the balance owed after the fullpayment refund wasn't a problem, I suggested that we could simply refundher the credit sitting on the account ($260.58).She said that would be absolutely fine.While requesting the credit, I apologized for everything she had to gothrough to request a credit back.I let Mrs. [redacted] know that I would do everything I could to expedite thecredit refund. She was very thankful.After I was off the phone with her, I contacted [redacted] and [redacted] to havethe credit refunded. [redacted] emailed me back at 1:41 PM informing me therefund was approved. It should go out in the mail tomorrow.I have also provided this inquiry to [redacted] for follow-up with theContact Center Rep(s) that spoke with the customer. This complaint wasavoidable.Mrs. [redacted] said she spoke with a male when this first happened. Thatappears to be [redacted] on 07/25/2016.Corporate Complaint closed 09/22/2016 Tell 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 [redacted], 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,
[redacted]