Airzip Internet Inc

[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 I would like a process change so this is not allowed to happen to other customers over the weekend. You should NOT be allowed to turn off someone's power over the weekend knowing well enough you can't do anything about it till Monday!
Regards,
[redacted]

[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 am satisfied that everything is working itself out, even though I was very unhappy with their original response.  Consumers was then willing to correct the issue, after I contacted the Revdex.com, by returning the funds directly, but since I have had my bank issue a transaction dispute, they did not need to do so anymore.  I was assured during the phone conversation with them that there would be no resistance or denial to return the funds when the bank contacts them to dispute the transactions.[redacted]

06/16/2017 12:41:01 EST [redacted] W. [redacted] ([redacted] L [redacted] / 9487 / [redacted]Service Requested: 06/09/2017I provided this inquiry to the Fraud Supervisor PO Box, [redacted], and[redacted].06/16/2017 14:41:54 EST [redacted] W. [redacted] ([redacted])The electric service was Sealed...

for Non-Payment in Ms. [redacted] name.Dunning HistoryDate Action05/18/17 Turn-Off Notice05/23/17 Mid-Cycle Call - Completed05/26/17 Intent to Disconnect06/01/17 Sealed for Non-PayI received information from Mary Schember on 06/16/2017:I received a request of service from [redacted]. She provided her ID,SS card, and a lease agreement dated 6/12/2017 for herself and [redacted] from landlord [redacted].[redacted] is the previous BP, and owes 1462.43 from this address.I verified per BS&A that [redacted] is the owner of this property.I found connections between [redacted], [redacted] and [redacted] per social media.My supervisor noted the account on 6/15/17 with the following:[redacted] is aware her balance has to be paid to place service into[redacted]'s name. Ms. [redacted] states she is living in [redacted], has notproof of residency. States she will follow-up with legal documentation.I received a call from [redacted] Hewittt on 6/15/17. I advised him that permy supervisor#s note, [redacted] is aware of what is needed for services to berestored and approval of services for a tenant at this address.I have not received any additional information or contact from anyone.I pulled an Experian Report for [redacted] and I cannot place her at[redacted] S [redacted] Rd [redacted] while service was in Ms. [redacted] name. Ms.[redacted]'s ID was issued of March 2017. It shows her permanent address in[redacted].Based off the information provided by all parties, I will be placingservice into Ms. [redacted]'s name, with her permission and restoring theelectric service.I spoke with Mr. [redacted] on 06/16/2017 at approximately 2:55 PM(phone number ###-###-####). I informed him that in order to placeservice into Ms. [redacted]'s name, I must speak with her.He provided me with her cell number to call before 4:00 PM (###-###-####).I left a message for Ms. [redacted] on 06/16/2017 at 2:58 PM, at phone number###-###-####.06/16/2017 16:15:12 EST [redacted] W. [redacted] ([redacted])I called Ms. [redacted] back at 4:10 PM. I informed her after my investigationI can place service into her name at [redacted].She informed me that she was looking into the possibility of moving into adifferent home and would call me back Monday to let me know.I verified Ms. [redacted] has my phone number.06/19/2017 09:09:37 EST [redacted] W. [redacted] ([redacted])Ms. [redacted] called over the weekend and let me know she's interested instarting services.I left her a message on 06/19/2017 at 9:14 AM, at phone number###-###-####.06/19/2017 09:44:12 EST [redacted] W. [redacted] ([redacted])Ms. [redacted] called back at approximately 9:30 AM.I placed service into her name at the original address she made thecomplaint about, [redacted].We placed the remote reconnection order for today at 1:30 PM, to give hertime to have the breakers turned off.Ms. [redacted] was happy with the outcome and told me that her concerns weresatisfied.MAE Complaint closed 06/19/2017

04/25/2018 15:40:27 [redacted] J [redacted]  4/25/18 3:46 pm - I called Mr. [redacted] at ###-###-#### and spoke with him about hisconcerns. I first apologized for the delay in the billing of his accountagain and then explained what had occurred. In December we had an issuewith the estimated...

intervals for the Time of Use (TOU) billing whichcaused the bills to be delayed. When they were released it was at thesame time as the January bills and they went out the same day. I let Mr.[redacted] know that when we generate and mail a bill we give at least 21 daysbefore the bill is due. If the payment is not received a turn off noticewill generate 7 days after the due date. I explained that in January hedidn't pay both balances and that is why he received a turn off notice andI apologized to him about that.- I let Mr. [redacted] know that the April bill has been delayed due to a rateincrease that was approved by the MPSC. Because of TOU billing our systemis preventing us from billing the old and new rate for the same billingcycle. Because of this we have delayed the billing until the end of thisweek. The April bill will be billed entirely at the old rate and the Maybill will come out soon afterwards with the new rate. I let Mr. [redacted]know the bills we come out close together and because of this I will put ahold on the account that will prevent a turn off notice from generating incase he is unable to pay both balances at once. I also let him know thatif he needs to make payment arrangements I would be happy to help him withthat.- I again apologized to Mr. [redacted] for the 2 delayed billings and let himknow we have implemented fixes in our system to prevent these types ofbilling delays in the future. I let him know that this delay was not juston his account but for all of our TOU accounts. He thanked me for callingand ended the call.

04/26/2018 13:39:31 EST *** J *** (DJ***)*** N *** / 3548** *** ** *** MI 48341-1177Dates of Service: September 24, 2013 - Present***4/26/18 - Assigned to: ASP Complaints***Previous concerns for same issue:Notification #***, Corp complaint...

4/12/18Notification #***, Social Media complaint 4/17/18***CUSTOMER CONTACT SUMMARY:4/26/18 1:34 pm- I called *** *** at ###-###-#### and left a voicemail explainingI received the inquiry he placed with the Revdex.com regardinga repair contractor. I let him know I would be forwarding this to our ASPdepartment and they will be following us within the next few businessdays.05/01/2018 10:39:31 EST *** J *** (DJ***)***SUMMARY OF RESOLUTION:5/1/18- I received the following information from *** *** in our ApplianceService Plan (ASP) department:We created the escalation on 4/4/18 and due to delays in response timefrom the Solution Center, the escalation was not attended to in a timelyfashion.The tub seal is not covered by the appliance service plan, two techniciansreached the same diagnosis after the customer's request for a 2nd opinionwas fulfilled.Our contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact. The tech should havecommunicated this policy to the customer.Per the ASP department they will be working with contractors to emphasizethe importance of communicating why they are doing what they're doing andthat it protects us and the customer from any frustration in the future.Gas Field Leader, *** *** called Ms. *** on 4/12/18, 4/18/18,4/26/18 and 4/30/18. He left voicemails with his call back number askingthem to return his call to go over their concerns but he didn't receive aresponse.Because he didn't receive a response the following letter was sent fromthe ASP department:Ms. *** -My name is *** ***, I'm the call center manager for the ApplianceService Plan Solutions Center. I received your Facebook concern and theconcern filed with the Michigan Public Service Commission.I apologize for the frustration that you've had receiving a repair on yourwashing machine. Based on the information from the orders, I see thatwe've had two separate technicians, both a Consumers Energy ApplianceTechnician and one of our contracted partners at the home to confirm thediagnosis and they found that the tub seal was in need of repair. I amglad that we were able to save you the out of pocket cost of those twoservice calls, repairs on the tub and its seal are not covered under theAppliance Service Plan. The coverage exclusions are outlined in the terms& conditions of the plan - this document can be found online atwww.applianceserviceplan.com or in the welcome packet sent after yourenrollment on the plan.Regarding your request for cancelation, we will not be making any changesto the plan at this time - if there are changes that you'd like to make,please contact myself, Mr. ***, or the ASP Solutions Center and wewill be happy to complete that process as best we are able.The contractor field leader, *** ***, attempted to contact you ontwo separate occasions to hear your concerns and communicate how we intendto improve or resolve your issue, but he was unable to reach you - leavingseveral voicemails instead.If you'd like, Mr. *** can be contacted at ###-###-#### if you havequestions relating to the technical aspect of your repair, or I can bereached at ###-###-#### if you have any questions relating to yourexperience with the Solutions Center, where your order was created.I hope this letter finds you well and that you have a wonderful spring, ifyou have any other concerns or questions, please reach out to either ofus.*** ***Call Center Manager for Appliance Service Plan Solutions Center###-###-####***CUSTOMER CONCERNS TO BE ADDRESSED:1. Contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the fact.2. The contractor should have communicated the policy of the taking ofpictures to the customer. We will be working with our contractors on thispolicy going forward as well.3. The customer would need to contact us regarding canceling their plan.Complaint closed 5/1/18

[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]

04/02/2018 11:17:47 EST [redacted])[redacted] / 1952[redacted] [redacted]SERVICE DATES: 2/1/05-CURRENT-Assigned to ASP Complaints for follow up, inquiry is due on 4/9/1804/04/2018 13:01:37 EST [redacted] with ASP responded with the...

following information: Premium Care, six months June to Dec 2013 - this customer does not have any outstanding ASP charges and the late payment charges he's referring to are for the utility portion of the bill. We were out in 2013, the customer had a furnace repair, however due to the age of the service call we do not have further details of what took place.On 4/3 [redacted] called and left a message for Mr. [redacted] to contact him back.On 4/4 [redacted] was able to speak with Mr. [redacted]. He explained the charges on the account were valid, but for customer satisfaction that he would be providing a credit on the account for the 96$. Mr. [redacted] was satisfied and appreciated the resolutionSUMMARY OF RESOLTUION:Customer did have ASP with us for six months and had zero outstanding ASP charges. The outstanding charges were late charges due to the account not being paid on time. In light of customer we agreed to credit the $96 to cover these charges and Mr. [redacted] was satisfied.COMPLAINT CLOSED 4/4/18

05/10/2018 15:34:26 EST [redacted] J [redacted] (DJ[redacted])[redacted] [redacted] / [redacted]6[redacted] MI 49464-9553Dates of Service: Prior to May 2008 - Present[redacted]RELEVANT ACCOUNT INFORMATION:Current Balance: $491.73[redacted]36 Month Electric Usage History04/29/2015 05/28/2015 44705/29/2015 06/28/2015...

93606/29/2015 07/28/2015 1,20107/29/2015 08/26/2015 1,07508/27/2015 09/27/2015 92209/28/2015 10/26/2015 37810/27/2015 11/29/2015 57511/30/2015 01/02/2016 88301/03/2016 01/31/2016 85402/01/2016 02/29/2016 86403/01/2016 03/29/2016 56503/30/2016 04/28/2016 43204/29/2016 05/30/2016 72805/31/2016 06/28/2016 1,02006/29/2016 07/28/2016 1,24507/29/2016 08/26/2016 1,22108/27/2016 09/27/2016 82609/28/2016 10/26/2016 39810/27/2016 11/30/2016 41812/01/2016 01/02/2017 89101/03/2017 01/31/2017 68602/01/2017 02/28/2017 55203/01/2017 03/29/2017 62103/30/2017 04/30/2017 36405/01/2017 05/30/2017 58005/31/2017 06/28/2017 80306/29/2017 07/30/2017 93207/31/2017 08/28/2017 76308/29/2017 09/27/2017 80509/28/2017 10/26/2017 42910/27/2017 11/28/2017 39911/29/2017 01/01/2018 1,36701/02/2018 01/30/2018 1,66201/31/2018 02/28/2018 1,49603/01/2018 04/01/2018 1,47704/02/2018 04/30/2018 1,289- New meter installed 9/23/16 and the meter tested at 100.05% accurateprior to installation.- Usage increased beginning 12/25/17 and has stayed at a higher rangesince that date.[redacted]CUSTOMER CONTACT SUMMARY:5/10/18 3:52 pm- I called [redacted] at ###-###-#### but was unable to leave avoicemail.05/11/2018 12:00:52 EST [redacted] J [redacted] (DJ[redacted])5/11/18 12:39 pm- I called Ms. [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry she placed with the Revdex.com andasked that she return my call at her earliest convenience to go over herconcerns. I also left my call back number.05/14/2018 15:58:57 EST [redacted] J [redacted] (DJ[redacted])5/14/18 4:03 pm- I called Ms. [redacted] at ###-###-#### and left a 2nd voicemail asking herto return my call to go over her concerns. I also left my call backnumber again.- Ms. [redacted] returned my call within the next few minutes and we spokeabout her usage concerns. I let her know that we had replaced her meterin September 2016 and that their usage had been in the same range withboth the old and new meters until 12/25/17 when the usage went up and hasstayed over 40 kwh per day.- Ms. [redacted] let me know that in 2015 they replaced all of their windowsand in 2016 they replaced their stove, refrigerator, microwave andfreezer. She told me that nothing had changed in their home so they don'tknow why their usage went up. I asked if they have had problems with anyof their appliances such as the furnace or water heater and she said no.- I explained to her that we no longer use analog meters so we wouldn't beable to put one of those back on the house but I could have the currentmeter tested to insure that it is recording their usage accurately. Ihave scheduled that for Thursdays 5/17/18 from 9:00-12:00 pm and she isgoing to witness the test. She is aware that I will call her back after Ihave the results from the meter test.05/17/2018 14:41:45 EST [redacted] J [redacted] (DJ[redacted])[redacted]5/17/18 - Meter tested at 99.68% accurate. Customer was able to witnessthe test.[redacted]5/17/18 2:57 pm- I called Ms. [redacted] at ###-###-#### and went over the meter testresults. I confirmed that she had been able to witness the meter test andshe told me she had and that she was aware the meter tested accurate at99.68%. I explained because the meter tested accurate it shows the amountthey were billed is accurate and she said she was aware of that as well.Ms. [redacted] is not interested in opting out of the smart meter. Shethanked me for following up and ended the call.[redacted]SUMMARY OF RESOLUTION:5/17/18- New meter was installed at the home on 9/23/16 and the usage had been inthe same range with both the old and new meters until 12/25/17 when itincreased. Usage has stayed higher since that date. Customer wanted themeter tested and that was completed on 5/17/18. The meter tested at99.68% accurate and the customer was able to witness the test and spokewith the technician. Ms. [redacted] is aware that we no longer use analogmeters so would not be able to place one on their home. She is also notinterested in opting out of the smart meter.[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. New meter was installed in September 2016. The usage was in the samerange with both the old and new meters until 12/25/17 when it increased.2. Meter was tested at the customer's request and it tested at 99.68%accurate 5/17/18.3. Customer is aware that we no longer use analog meters and doesn't wantto opt out of the smart energy program.Complaint closed 5/17/18

[redacted] A [redacted] MI 48653-9076FIELD INVESTIGATION RESULTS:When arrived to the meter, I found that the seal was missing off the latchand there was visible damage to the right side of the cover, wear theprevious side lock was ripped or pried off. I took off the meter andfound...

the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four blades. It appeared that there wasno tampering to the meter or socket itself. With having multiple theftinvestigations and how high the bill is, I removed the meter with a readof 56512 and put a pie plate in socket. I secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,409.64 for turn on = $13,621.09 UA/DA [redacted]917 + 206.00 UAU +50.00 reconnection fee + 300.00 security deposit + 232.55 invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY:[redacted] returned my call @ 1118 AMHe states that he did sell the house to [redacted] and [redacted].He states that they just happen to have the same last name. He states theyare NOT family members and that he does NOT know who they are. He statesthat his son [redacted] is in the process of moving out. He wants the serviceon in his name or his wife's.Son needs power to clean.I advised him that the service will NOT be turned on for anybody at thispoint. Once his son moves out and the house is vacant he is to call meback and I will schedule a walk through to ensure that the property isvacant then if we can we will turn the service on for the new party.CUSTOMER CONTACTS:DATE: 6-6-16SUMMARY:I returned call to [redacted] on [redacted] @ 1143amHe said that he is moving to Bay City, he states that he received anautomated call stating that he was past due 213.00 and wanted to know ifhe paid that can he get services turned on.SUMMARY:[redacted] called from [redacted]States the property is vacant and asked for an appointment for aI have reviewed the Experian reports for [redacted], [redacted],[redacted] & [redacted]. I cannot place [redacted] at thisaddress or at any other address with [redacted], [redacted] or [redacted].Cannot place any connections between [redacted] or his fiancée [redacted] to[redacted] or [redacted], or [redacted] via Facebook.06/28/2016 14:57:04 [redacted] A. [redacted] ([redacted])I had sent [redacted] an email to let him know I was working on this for him.He replied with the following:"Thank you for contacting me. If it would expedite things, I can scan ande-mail those documents to you.I was not aware that any type of clearance would be needed in order to getthe power turned on or I would have done this sooner. We were not evensure which date we would be getting occupancy. I thought I was going tohave to file eviction papers to get the previous occupant to leave. Theseller's listed the home for sale while they still had a family memberliving there that I was not aware of. Shortly after closing but beforewe got occupancy, occupancy was set for 60 days after closing per ourpurchase agreement, I was informed the power was shut off on their familymember .The seller's were supposed to have power turned back on beforegiving us occupancy which they never did.Thank you for all you help and getting the power turned on as soon aspossible. I really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soon. If there is anything else you need from me, please let meknow ASAP"I responded, asking him to send me a copy of the mortgage paperwork sinceI couldn't get theft to send it to me. He responded with a copy for me.After speaking with the Theft supervisor, and having the copy of themortgage paperwork, we were able to verify that [redacted] was indeed the newhome owner with no connection to the previous home owner.I placed an order to turn on service, called and spoke to dispatch to getthe order put on today's schedule, and sent [redacted] an email, advising himthat the service was approved and will be turned on today.COMPLAINT CLOSED 06/28/16

10/13/2017 13:18:04 EST [redacted] C [redacted]n (JC[redacted])CUSTOMER INFORMATION[redacted] L [redacted] / 0772[redacted] Dr [redacted] MI 49228-1073Dates of Service: 10/12/2017 - PresentRELEVANT ACCOUNT INFORMATION- Ms. [redacted] transferred service via our online web service on08/21/2017. Although her prior...

account at [redacted]MI was successfully closed on 08/25/2017 per her request, the service at[redacted] Dr, [redacted], MI was not successfully placed in her name.- Since there was no active account holder for [redacted] Dr, [redacted],the service was eventually disconnected on 10/10/2017.- Ms. [redacted] contacted us on 10/10/2017 and 10/12/2017 and spoke with atleast two customer services representatives that were unable to locate theaddress in our system with the information provided. It wasn't until shespoke with a representative on 10/12/2017 at 12:03 PM that we were able tolocate the account, turn the service on, and place the account in hername.- Ms. [redacted] electric service is currently on and her account isactive as of 10/12/2017.[redacted]CUSTOMER CONTACT SUMMARY10/13/2017 | 12:27 PM- I contacted Ms. [redacted] at ###-###-#### to discuss the concerns sherecently submitted to the Revdex.com. I apologized for theissues she's experienced and verified that her service was turned onyesterday and her account is active as of 10/12/2017, so she will only becharged for electric service since then.- We confirmed she originally set this service transfer up online and herprior account was successfully closed. The request to start service ather current address of [redacted] Dr was unsuccessful even though shereceived a confirmation number. I advised I would provide thisinformation to our Digital Customer Experience team to identify andcorrect any issues that are found.- I also apologized that she was unable to get this corrected when shecontacted us on 10/10/2017 and early on 10/12/2017. The notes left on theaccount by those CSRs indicate they were unable to access the address inour system with the information provided. Ms. [redacted] confirmed sheprovided the service address of [redacted] Dr, [redacted], so she doesn'tknow what information they were using and why the account couldn't belocated.- I explained that before she spoke with the representative on 10/12/2017at 12:03 PM that was actually able to reconnect the service and start theaccount, two separate representatives indicated they were unable to locatethe account. I told her I would work with our Contact Center to reviewthose calls and ensure they were handled correctly. If it's a situationwhere our representatives were not searching for the address correctly, wewill provide appropriate coaching to ensure they know how to handle issueslike this in the future. If it was something on the technical side thatsomehow made this premise unsearchable, those issues will be identifiedand corrected.- Regarding the food loss, I agreed that this issue was due to our error.I offered to credit the account $100.00 as compensation which will beapplied to her energy charges until it's used up. She'll also see thatreflected on her next bill. Ms. [redacted] agreed to that and thanked mefor my assistance.- I provided the customer with my contact information in case she hasfurther questions and verified she had no other concerns at this time.SUMMARY OF RESOLUTION1. Address why power was shut off and if without notice- The electric service was disconnected on 10/10/2017 because the servicedid not have an active account holder. The move-in request made on08/21/2017 did not successfully process, even though Ms. [redacted] receiveda confirmation number. With no active account holder, no notice is sentprior to disconnection.- I have emailed our Digital Customer Experience team, who oversees ouronline services, to investigate the cause of the failed web move-in andtake steps to prevent this from occurring in the future.2. Address why missing address or missing meter?- This address ([redacted] Dr, [redacted], MI) is currently searchable inour system and the meter number (#[redacted]) is connected to that address.- There were two representatives that failed to locate the account withthat information. I've sent a communication to John in CustomerExperience Delivery to identify if this was a training issue with therepresentatives she spoke with or if there was a technical problem thatwas corrected to allow us to set up the account after noon on 10/12/2017.We will take corrective action once we identify the root of this issue.3. Delays in turning power on if passed Facta or Fraud- The delay appears to have been caused because we were unable to locatethe address Ms. [redacted] requested. This was not caused by an IDvalidation issue on her end.4. Address compensation if applicable- Since this was clearly a problem on our end, I agreed to apply a $100.00credit to Ms. [redacted] account to compensate her for food loss and theinconvenience this has caused.Customer concerns have been addressed.Complaint closed 10/13/2017Tell 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 [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 I just checked my voicemail to see if the icon just never showed up but that is not the case. They have not once left me a message or even tried to call me back. They are spewing lies and I have phone records which prove these statements they issued are lies. Also they are not resolving this issue one bit. They say they will change their policy but that is no good as they have already invaded the privacy of our homes. Also we just stated that we want to be removed from the appliance program and refunded but they are refusing, Which they are also stating they are refusing to remove us from the program. How is it legal for them to lock us into a contrat with no limits, They should have at least removed us from being billed any more. This company still does not wish to own up to their mistake and for that they can enjoy the many more reviews of their invasion of privacy.
Regards,
[redacted]

[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 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]

Dear Ms. [redacted],This letter is in response to your inquiry that was filed with the Revdex.com regarding the account at [redacted]. I understand that you had some concerns about a security deposit request and your account balance.I was able to look into your concerns and...

found that on October 30, the electric services were disconnected for a past due balance of $212.72. The total balance at the time was $410.57. The turn-off notice that was sent states that a security deposit and reconnect fee may be charged once the services are disconnected. The reconnection amount came to $418.72($212.72 past due, $11.00 reconnect fee, $195.00 security deposit). These charges are not shown until the next bill that's generated after there connect order, which may have caused some confusion.Once your payment of $418.72 was received on November 3, this left you with a remaining balance of $197.85. This is why the December 5 bill reflected an account balance of $330.11 - the $197.85 past due, the$128.53 current energy charges, and the $3.73 late payment charge.On December 19, a Customer Service supervisor agreed to reverse the$195.00 security deposit and have a credit of $45.00 applied to the account in light of customer service. The deposit was refunded on December 20 and your payment of $131.08 posted on December 25. Once the credit applies to your account, this will leave you with a balance of $66.66 due January 4.Sadly, I have been unable to reach you by phone. If you have anyadditional questions, please feel free to call or send me an email. Iwould be happy to further assist you. My contact information will belisted below.With regards,[redacted]Customer Care Representative

05/21/2018 10:09:12 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / [redacted] / [redacted] EBELAR DR TRAVERSE CITYDates of Service: 03/15/2017 - 03/29/2018RELEVANT ACCOUNT INFORMATION- The move-out was requested via the IVR (automated system)- The total balance is $32.58- The balance...

is not old enough to be sent to the credit bureaus We have reached the customer and have resolved the issue, please find thedetails below.After reviewing the call the agent and supervisor did touch bases on whythe customer was calling but the CSR did not educate the customerthoroughly on the IVR SYSTEM however they were apologetic to the customersconcerns. I have talked the customer and educated him on our IVR systemalong with sending him out a duplicate bill. The customer was happy that Icalled him back to educate him on the account and the fact that I emailedhim his final bill. He was able to see it while we were on the phonetogether. I have offered the customer a credit of $50.00 (amends) and theremainder of the credit will be mailed to him once it's placed on to theaccount- I replied back asking why the bill was not sent to the correct address05/25/2018 08:38:56 EST [redacted] W. [redacted] (BW[redacted])- I sent a second request for information why the bill wasn't sent to thecorrect address05/25/2018 08:40:39 EST [redacted] W. [redacted] (BW[redacted])- [redacted] informed me the mailing address issue was due to CSR Error SUMMARY OF RESOLUTION- Address Final Bill/Collection AgencyResolution: The final bill has been covered with a credit to thecustomer's account. The bill was not past due long enough to affect thecustomer's credit. Once the credit has been applied, it will reflect onthe Collection Agency's end as well.- Address why bill was sent to incorrect address

[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:]
Regards,
[redacted]their response has nothing to do with the basis of my complaint with them stopping all communication.  all legal responses and such should be directed towards my attorney, not me personally or made public for everyone to see without both parties consent or til legal matters are resolved, this is beyond unprofessional.  furthermore you cant claim what I think or feel if you are not me.

12/12/2017 15:00:11 EST [redacted] A. [redacted] (JA[redacted])CUSTOMER INFORMATION:[redacted] A [redacted]CA# [redacted] SOUTHFIELD MI 48034-1557Dates of service: 11/01/17 - present.RELEVANT ACCOUNT INFORAMTION:- Previous customer at this address stopped service on 10/30/17. Servicewas then listed under...

"Current Occupant".- SAP shows that the customer requested a Move Out online on 10/30/17. Noevidence of a Move in request. I have sent an email to [redacted] askingfor her help.- Gas service was turned off at 10:24 on 12/07/17.- Move was completed by CSR in the contact center on 12/08/17 and an orderplaced to restore the customer's service asap.- Customer's gas service was restored at 9:51 am on 12/10/17. The orderwas assigned to a technician on 12/08 but it was not able to be completedthe same day. The technician was pulled away at least once for a gasemergency.12/18/2017 10:29:49 EST [redacted] A. [redacted] (JA[redacted])- I asked for assistance from our online technical team, asking them tolook into Ms. [redacted]'s online requests. They have found that she onlyrequested to Stop Service on 10/30/17 and there were no requests onlinefrom her to start service at the [redacted] address.- When requesting to Start, Stop or Transfer service online, there are 3separate buttons, one for Start Service, one for Stop Service, and one forTransfer Service. Ms. [redacted] only requested to Stop Service. Whenstopping service, we do ask for a forwarding mailing address which is whywe had her new address listed on the old account.CUSTOMER CONTACT SUMMARY:12/12/17: 3:10 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/15/17: 12:11 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/18/17: There has been no response to my voicemail messages. I amsending the following letter by mail and email to the customer forresolution:December 18, 2017[redacted] A. [redacted].Southfield, MI 48034-1557Account Number: [redacted]Dear Ms. [redacted],I#m pleased to let you know that we've received your concerns regardingyour gas service at [redacted]. Southfield, MI from the EasternRevdex.com. Because our customers are important to us, we'vetaken your concerns seriously and have reviewed your account.I have also connected with our online technical team and have asked themto review your online requests. The information that I have been providedwith is that when you went online on October 30th, you placed a request tostop service at your previous address on [redacted], however we do nothave a record of you requesting to start service at the [redacted]address.Our online process for starting, stopping or transferring service has 3specific buttons to choose from:[redacted]Screen shot from website showing the choices[redacted]Our records indicate that you selected the Stop Service button so we wereunaware that you needed service at your new address.After the prior customer at the [redacted] address contacted us tocancel their service, a letter was sent to the home addressed to "CurrentOccupant" to notify anyone who may be living there that they needed tocontact us to place the gas service into their name or the service wouldbe turned off. Because this letter had been sent and there was noresponse, the service was turned off. This letter is also why no tag isleft at the home when the service is turned off.We extend our sincere apologies for the delay in the restoration of yourgas service. We ask that when a customer requests new service, that theycontact us 7 - 10 days prior to needing the service so that we canschedule a technician to turn on the service. When you contacted us, ourschedule was already full. Our technicians also have to handle emergencygas leak calls which the state requires we must be respond to within 60minutes. As we cannot predict when and how many of these calls we receive,this can cause a delay in the completion of other orders that come in.Because you have expressed concerns regarding your treatment by ourContact Center staff, I have requested that their management review therecordings of your calls with that office, and take appropriate actionwith the representatives who failed to provide quality customer service toyou.Because the loss of your gas service was not an error on the part ofConsumers Energy, we must respectfully decline your request forreimbursement for the new thermostat you installed. As a gesture of goodfaith, I have requested that a $50.00 bill credit be applied to youraccount.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###-###-####[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- Was an online transfer completed: The customer only requested to stopservice through our web site.- Was notice provided before the service was turned off: Yes, a letter wassent to the home in November asking the occupant to contact us to startservice.- Customer Service: I have requested that the recordings of the customer'scalls to the Contact Center be reviewed and coaching provided to theinvolved employees.- Compensation: I have requested a $50.00 good faith bill credit.- Reimbursement for purchase of thermostat: Because the turn off of thecustomer's gas service was not due to an error on the part of ConsumersEnergy, we are not reimbursing the customer for the purchase of thethermostat.- When was the service restored: The service was restored at 9:51 am on12/10/17.COMPLAINT CLOSED 12-18-2017

[redacted] R [redacted] Jr.  / [redacted]Dates of Service: 06/09/2016 - PresentI spoke with Mr. [redacted] on 06/09/2016 at 4:00 PM. I let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/2016...

10:21:21 [redacted] W. [redacted] (BW[redacted])Mr. [redacted] called me on 06/10/2016 at 10:15 AM. I informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeowner. Ilet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/2016 12:10:24 [redacted] W. [redacted] (BW[redacted])Information received from the Credit department:[redacted] (phone #[redacted])/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted]Jr. I verified [redacted] Jr. is the legal tenant and resident heresince 10/13/14. There is no stipulation for sub-letting on the lease. Mr.[redacted] doesn't know who [redacted] Jr. (previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/2016. He is aware he is responsible for debtunder previous customer [redacted] Jr. [redacted] has not providedsupporting legal documentation for sub-let. He was the legal tenant andliving in the home during the time Mr. [redacted] service. I agreed to turnon service for $1000.00 towards debt and a $50 reconnect fee. I alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr. [redacted] andMr. [redacted]. Mr. [redacted] shows this address ([redacted]) as hisbest address since December 2014. This address report only shows him atthis address for the time period of December 2014 to May 2016.Timeline of Events10/13/14 - Mr. [redacted] requested service in his name. He left a $790.60balance unpaid from this account.08/29/15 - [redacted] requested service in his name, online.Four payments were made to Mr. [redacted]'s account, 2 werereturned. The 2 applied payments totaled $118.00.05/13/16 - Mr. [redacted] requested service in his name, but the move-in wasblocked due to him owing a previous balance of $790.60.05/17/16 - Mr. [redacted] paid the $790.60 balance required to place serviceinto his name. There was no further contact from Mr. [redacted] until theservice was turned off.06/09/16 - Electric service was turned off in Mr. [redacted]'s name.Notes from Contact Center Rep on 06/09/2016:Mr. [redacted]'s ex-wife stated she would pay the other person's ([redacted] Jr) entire bill to get the service turned back on, even if it was5,000.00. She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] address,no utility bills. She stated he and ex split up and he moved out, at thattime a web move-in was requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] today. He is aware he is responsible for the debt underprevious customer [redacted] JR. [redacted] has no supporting legaldocumentation to sub-let the home. He was also the legal tenant at thistime.I agreed to turn on services for $1000.00 towards the debt under [redacted], ($2196.23) name plus a $50.00 reconnection fee. I agreed towaive the security deposit and investigation cost.I attempted to reach Mr. [redacted] on 06/10/2016 at 1:34 PM. I spoke withhis sister that said he would be back later today. I informed her I wouldtry to call back then.Mr. [redacted] paid the $1050.00 for reconnection on 06/10/2016. His serviceas restored the same day by 2 PM.06/14/2016 14:42:09 [redacted] W. [redacted] (BW[redacted])06/14/2016 16:05:34 [redacted] W. [redacted] (BW[redacted])Additional information: The balance on Mr. [redacted] account has beentransferred to Mr. [redacted]'s account.I've sent the following email to Mr. [redacted] for closure on 06/14/2016, atemail address [redacted].[redacted][email protected]:Good afternoon Mr. [redacted],I#m writing this as a follow-up to the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June 10 after making a payment of$1050.00. This leaves your total balance owing at $1196.23. We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-1. While speaking with them you should also ask about theHome Heating Credit. Both of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####[redacted].[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here...

04/25/2017 16:25:13 EST [redacted] N [redacted] (RNRICHAR)Felecia Jackson1432 Flamingo Dr, Mount Morris MI 48458-2718Account number:  4479Dates of service: 04/24/17 to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/2017 07:57:14 EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC:...

[redacted] + CC: [redacted].04/25/17 # Tuesday at 4:50 pm # spoke with [redacted] at phone number###-###-####. Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorder. The order was an "all day" appointment, and that was between 8 amand 4 pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessary. I agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employees. Ms. [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department([redacted]), who also apologized for her experience, and placed a creditfor $50.00 on her new account. She indicated that [redacted] was veryhelpful, and appreciated the credit.Ms. [redacted] said she is not upset, but would like the service hooked upthere as soon as possible. She has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeter. I have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted]. I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms. [redacted] this morning to discuss her concerns. Iapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new service. She understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with that. Also, I told Ms. [redacted] to make sureher breakers are off so the crew can energize the socket. Sheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/17.

01/04/2017 10:34:56 EST [redacted] s [redacted] ([redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/2017 10:35am spoke with Mr. [redacted], made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/2017 12:36:42 EST [redacted] s [redacted]...

([redacted] had forwarded this onto to [redacted] for resolutionI received the following response from [redacted]Good morning #I left a message with Mr. [redacted] and sent him the below e-mail. Both callswere reviewed and will be addressed. The supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has provided. Thank you.[redacted]Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 2017 12:21 PMTo: '[redacted]@gmail.com'Subject: Regarding your concern with the Appliance Service Plan enrollmentMr. [redacted] #I received your concern about the enrollment process and customer servicethat you received when you contact us at the call center. I apologize thatyou were treated poorly by our phone agent, that call has been monitoredand the agent#s supervisor will be taking corrective action to ensure thatyour experience is not repeated.Regarding the conversation about the utilities and the enrollment # wehave reviewed that call as well and neither I, nor the supervisor of theagent who processed the enrollment was able to identify any commitment tofree utilities. We did hear the agent offer a free month#s service. Thatfree month would have been the following month of your service. As far asthe ten days is concerned, we do offer a 15 day enrollment period wherebyyou are able to cancel at no cost to yourself before the plan takeseffect.I apologize for any miscommunication, but I do appreciate your feedbackand we will be passing along these coaching opportunities to correct thepoor treatment that you received. I see now that your ASP is cancelledback to the enrollment date, so you will be receiving the 24.98$ that waspaid at your next billing cycle. Thank you, and let me know if you haveany further questions.[redacted]Tech Assistant IIIC: ###-###-####Closed complaint 1/6/2017