Airzip Internet Inc

10/24/2017 15:09:31 EST [redacted] C [redacted] (JC[redacted])CUSTOMER INFORMATION[redacted] R [redacted] / 2748[redacted] MI 48843-7053Dates of Service: 09/16/2017 - PresentCUSTOMER CONTACT SUMMARY10/24/2017 | 2:57 PM- I contacted Mr. [redacted] at ###-###-#### to discuss the concerns that hesubmitted to...

the Revdex.com. I apologized for his experiencewith the Appliance Service Plan and explained that I would be working withthat department to investigate this further. Someone from that groupwould then reach out to him to discuss a resolution. I provided mycontact information in case he had questions before hearing back.- I've forwarded this inquiry to [redacted] in the Appliance Service Plandepartment for resolution.10/31/2017 10:51:48 EST [redacted] C [redacted] (JC[redacted])RELEVANT ACCOUNT INFORMATION- Mr. [redacted] was enrolled in the Appliance Service Plan (ASP) from05/30/2017 - 10/17/2017.- We've reviewed the phone call between Mr. [redacted] and the representativehe spoke with on 10/17/2017 when he cancelled his plan. We identifiedmultiple coaching opportunities related to the representative's knowledgeand setting customer expectations. This will be addressed with therepresentative to ensure these calls are handled correctly in the future.- Mr. [redacted]'s supervisor callback request was handled on 10/24/2017 at12:36 PM. At that time, we offered to re-enroll the customer in ASP so wecould create a new repair order, but the customer was not satisfied bythat.10/30/2017 | 4:45 PM- [redacted] with our Appliance Service Plan department contacted Mr. [redacted]to discuss this further. He apologized for the missed appointment and forthe way the customer was treated on the phone. He explained that we havereviewed the calls and will be taking appropriate action to ensure thesecalls are handled correctly in the future.- Mr. [redacted] indicated that his ice-maker is still broken and wants itrepaired, but does not want to re-enroll in the Appliance Service Plan.[redacted] agreed to have that repair completed in light of customer service.- Josh scheduled a repair order for 11/01/2017 to be completed by aConsumers Energy technician.- Regarding compensation, Mr. [redacted] accepted the amount he's already paidtowards the plan as long as we've agreed to repair his broken ice-maker.Josh provided him with his contact information and Mr. [redacted] thanked himfor his assistance.SUMMARY OF RESOLUTION1. Address employee behavior and given incorrect information- After reviewing these phone calls, we've identified multiple coachingopportunities to address with the representatives Mr. [redacted] spoke with.This will be handled internally to ensure these types of call are handledcorrectly in the future.2. Address repairing broken ice maker and date- We've scheduled a new repair order for the ice maker to be completed on11/01/2017 between 9:00 AM - 4:00 PM.3. Address being told that he can't speak to a supervisor- A supervisor callback request was completed on 10/24/2017 at 12:36 PM.Still being unsatisfied, the customer asked to speak to anothersupervisor, but the supervisor he spoke with indicated no othersupervisors were available. This is being addressed with that individualso they are aware how to properly escalate these types of inquiries in thefuture.4. Address compensation- Since we are completing the repair on his ice maker, Mr. [redacted]confirmed he's seeking no further compensation.Customer concerns have been addressed.Complaint closed 10/30/2017 Tell us why here...

CUSTOMER CONTACT- Attempted to reach at [redacted] on 01/17/2018, but there was not answering service to leave a message- Attempted to reach at [redacted] on 01/22/2018 at approx. 1:00 PM, but there was no answering service to leave a message01/22/2018 13:31:39 EST [redacted] ([redacted])- I...

have mailed a letter for closure on 01/22/2017:January 22, 2018[redacted]
[redacted]
[redacted]Dear Mr. [redacted],You'll be pleased to know we've had a chance to review your inquiry placed with the Revdex.com. I understand your inquiry is regarding having your service restored as soon as possible and responsibility of the balance in your name.I'm happy to see service was restored on 01/12/2018 with a Medical Emergency Form.I've looked into your claim stating Consumers Energy is requiring you to pay someone else's bill. What I found was [redacted]'s and [redacted]'s bills were transferred to your account when you lived at [redacted]. These were valid transfers.The address reports I pulled show you all living at this address while service was switching between their names, your wife's name, and yours. Because the transfers were valid, [redacted]'s and [redacted]'s bills were paid while service was in your wife's name at the [redacted] address (account #[redacted]).Because all previous bills transferred indirectly from other's accounts were paid, you are responsible for the full balance of $14,053.27. This balance accrued under your name and your wife's names. If you haven't started already, please try to seek assistance by calling First Call for Help. You can reach them by dialing [redacted]. Please give me a call if any further questions; here's my direct line, [redacted]Thank you,[redacted]Customer Care[redacted]cc Eastern Revdex.com

07/14/2015 12:22:48 [redacted] s [redacted]m (AS[redacted])
[redacted] er[redacted], account number 1030
1672 3845.
Assigned out to [redacted], [redacted], [redacted] and [redacted]
[redacted].
I called 7/14/2015 and left a voicemail for Ms. [redacted]er letting her know
her concern...

has been received and our appliance service plan group will
follow up with her asap.
07/22/2015 08:24:51 [redacted] s [redacted]m (AS[redacted])
Bp [redacted] account number [redacted] service dates 4/1/2010 to
4/10/2015
Appliance service plan history
4/19/2013
Refrigerator repair call with contractor /faulty compressor advised part
not covered
07/09/2013
Customer called in stating that [redacted] (contractor) went out to repair
refrigerator and they took 5 minutes and told her the compressor was bad,
not covered. Customer did some investigating and got another tech on her
own out and he told her she needed an appliance overload part. She
ordered one and refrigerator is working fine now. She has filed a
complaint with CE as when she called in a CSR tried to upsell her to Gold
while she was trying to find out what we were going to do to reimburse her
for her lost food and the $60 part she got to fix Refrigerator. Sent email
to T [redacted] and have received copy of receipt
7/12/2013
MPSC complaint # [redacted] was filed regarding the compressor / unable
to reach the customer a letter was mailed.
7/17/2013
Customer was reimbursed $62.00 for the part
Appliance service plan started 5/12/2010 and was canceled on 7/30/2013
[redacted] with ASP was unable to find any new ASP contracts with
Ms. [redacted]er she was not able to reach her by phone either. The following
letter was mailed to Ms. [redacted]er by [redacted].
[redacted]er
[redacted]
[redacted]
Dear Ms. [redacted]er:
In response to your note regarding the Appliance Service Plan, we have
contacted you for more information. The address you provided does not have
the Appliance Service plan. If you can provide the address that has the
Appliance Service Plan I will look into the matter.
Thank you.
[redacted]
Solution Manager
Appliance Service Plan
###-###-####
mary[redacted].[redacted]@cmsenergy.com
I said the following letter for closure
July 21, 2015
[redacted]er
[redacted].
[redacted]
Dear Ms. [redacted]er,
This letter is in response to the inquiry you filed with the Easter RevDex.com in regards to the Appliance Service Plan.
[redacted] in our Appliance Service Plan department has attempted
to reach you by telephone regarding your concerns. Ms. [redacted] can be
reached at ###-###-####.
Please feel free to contact me at ###-###-#### if you have any further
concerns or questions regarding this matter. At this time I have closed
your inquiry.
Sincerely,
[redacted]m
Customer Care Representative
as[redacted][email protected]
cc: Eastern Revdex.com
Closed inquiry 7/21/2015
Also 2013 complaint with same information
07/11/2013 13:09:17 [redacted] C. [redacted] (DC[redacted])
Notes didn't take.
07/05/13 at 9:49am noted account and sent email to [redacted] & [redacted] at 9:58am.
Called Ms. [redacted]er at ###-###-#### and got voicemail. Advised that someone
from [redacted] office would be contacting her.
07/12/2013 14:39:48 [redacted] C. [redacted] (DC[redacted])
Per [redacted] they have been unable to reach Ms. [redacted]er nor has she responded
to voicemails. The following letter was sent today:
July 12, 2013
Ms. [redacted]er
[redacted]
[redacted]
Dear [redacted]er,
I recently received an inquiry on your behalf from the Michigan Public
Service Commission (MPSC) regarding an appliance repair. Unfortunately we
have been unable to reach you.
I apologize for any inconvenience this may have caused you. I would be
happy to assist you and address any questions or concerns you may have
regarding repairs made or lack thereof.
Please contact me at your earliest convenience at ###-###-#### so we may
discuss your concerns further. I have closed your inquiry however again I
will be happy to address any concerns you have in regards to the service
call to your home.
Sincerely,
[redacted]
Customer Service Dept.
07/12/13 closed MPSC Complaint

[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.I would like to add that I actually had an apt for Consumers to come out on 7/11/16 to check my meter.  I was told that they would be out between 12:00pm - 4:00pm and I would receive a call before they came out.  About 3:50pm I called [redacted] because I had not received a call from Consumers and no one had been out.  I was told that they had left [redacted] a message, apparently that they wouldn't be out, but no one called me.  I waited all afternoon for NOTHING!  I now have another apt scheduled for 7/29 @ 12:00pm - 4:00pm.  We shall see.  At this point, at least I feel that someone, [redacted], is understanding and listening to me.  She is seeing my concerns and I appreciate her greatly.  My July billing is also in line with where it normally is.  I find it interesting that it is now in line only after my complaining.  They are supposed to swap out my gas meter on 7/29 and send my old one to Jackson to be tested.  I have saved [redacted]'s phone number and if EVER I need to speak to someone at Consumers, it will be her.  She is their gem.Thank you for assisting me with this matter.  I will be in touch if this isn't resolved.
Regards,
[redacted]

03/09/2016 14:53:07 [redacted] N [redacted]S ([redacted], [redacted] MI 48642-7731Dates of service: 11/08/10 to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/2016 15:35:18 [redacted] N [redacted]S ([redacted])Assigning to: [redacted]...

[redacted]
[redacted] + cc: [redacted]03/09/16 - Wednesday at 3:38 pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/2016 18:02:11 [redacted] N [redacted]S ([redacted])RESOLUTION PROVIDED BY [redacted], WHO SPOKE WITH THE CUSTOMER ON03/10/16:I explained to Ms. [redacted] that our [redacted] gas distribution crew wasreplacing two risers in this mobile home park that were identified througha walking leak survey. One was at this address. I was unable to verifywhen the service was turned off and the meter exchanged, but a tag wasleft on the door indicating the gas needed to be disconnected and thatthey could call 24 hours for a relight order.[redacted] called us to schedule the relight order on 03/09/16 at 10:37 am.The technician who performed the turn on/relight order arrived for therelight at 2:20 pm. I contacted the technician who performed the light upto see what she found upon arrival. She stated that is appears a gasdistribution crew replaced the riser for this address. In replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replaced. Because it was exchangedfor safety reasons, we weren't able to wait and schedule a second trip toreplace the unsafe meter situation.I apologized for her frustration, and let her know the gas was turned offfor her safety. If we were to leave the gas on and not verify appliancesare lit, there is a potential for the house to fill with gas with thepossibility that enough gas can fill the house creating an explosionhazard. Ms. [redacted] understood this and was satisfied with the explanationof what happened. She had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/16.

[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.Power was turned back on at our new home last night as promised by consumers.
Regards,
[redacted]

05/03/2018 11:55:50 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] / [redacted] BEAVERTON MI 48612-9786Dates of Service: 01/09/2017 - PresentRELEVANT ACCOUNT INFORMATIONDunning HistoryDate Action03/09/2018 Turn-Off Notice Mailed ($483.10)04/03/2018 Mid-Cycle Call...

Made - Completed04/06/2018 Intent to Disconnect Mailed05/02/2018 Service Disconnected due to Non-Payment12 Month Payment HistoryDate Amount06/07/2017 $94.6609/05/2017 $100.0009/22/2017 $1,306.74 (Agency Payment)02/06/2018 $250.53- This customer requested to enroll in the Shut-Off Protection Plan on12/19/2017 and 01/10/2018, but failed to make either required down paymentto enroll in the plan. There have been a total of three failed enrollmentattempts into the Shut-Off Protection Plan within the last 12 months.- A medical hold was approved from 03/09/2018 - 03/30/2018. A secondmedical hold was requested to restore the service and Consumers Energyreceived the faxed form on 05/02/2018. Upon contacting the doctor'soffice listed on the form, they advised that the customer had beenreleased from their practice and they are no longer a patient.- We contacted the customer following that verification on 05/02/2018 toadvise that a valid medical emergency form would need to be provided orthe customer would need to pay the account off or seek assistance torestore the service.CUSTOMER CONTACT SUMMARY05/03/2018 | 12:14 PM- I contacted Ms. [redacted] (who is authorized on the account) on05/03/2018 at ###-###-#### to discuss the concerns she submitted to theRevdex.com regarding this account.- When I asked her about the denied medical emergency form, she confirmedthat her mother-in-law does not currently have a doctor at the practice.I told her that if we receive a valid medical emergency form, the servicecan be restored temporarily while she addresses the balance.- Since she's received assistance for this account in the past, I askedMs. [redacted] if she's currently working with any agencies. She told methat she was working with True North, but they never called her back aftershe applied for assistance. A recent call into them verified that theydidn't receive her application, so that process was never started.- I told Ms. [redacted] that I understood her mother-in-law was at the homewithout power, but advised that we could not restore the service withoutreceiving a valid medical emergency form or authorization from an agencythat assistance funding will be approved. I provided her with the phonenumber to the United Way of Jackson and First Call for Help and advisedthat there is still available assistance funding. Since she qualified forthat assistance before, it's likely she'll be able to get help with thecurrent balance.- I verified that we have agents available 24/7 once a valid medicalemergency form is received or a payment is authorized to restore theelectric service.- I provided Ms. [redacted] with my contact information and verified she hadno other questions. I advised she call me if she needed additionalassistance with this.SUMMARY OF RESOLUTION1. Address SNP- This account was disconnected due to non-payment for a past-due balanceof $472.68.- The customer has only made one payment in the last 7 months.2. Medical Emergency- Consumers Energy has approved medical emergency holds in the past, mostrecently from 03/09/2018 - 03/30/2018.- A recent medical emergency hold was denied on 05/02/2018 because thedoctor's office verified that the customer's mother-in-law is no longer apatient of their practice.3. Assistance Help- Ms. [redacted] indicated that she was working with True North, but theydid not receive the application she sent. I provided her with contactinformation for the United Way of Jackson and First Call for Help.- Ms. [redacted] is aware that unless she pays the required $483.68 torestore service, a valid medical emergency form will need to be faxed tous or an agency will need to authorize assistance funding be applied toher account.Customer concerns have been addressed.Compliant closed 5-3-2018Tell us why here...

10/05/2017 17:11:11 EST [redacted] J [redacted] (DJ[redacted])[redacted] MI 49307Dates of Service: August 29, 2016 - Present[redacted]RELEVANT ACCOUNT INFORMATION:- 10/14/16 customer enrolled in auto pay/recurring card payments.- 3/28/17 credit card declined by bank.- 4/27/17...

credit card declined by bank.- 4/27/17 de-enrolled from auto pay.[redacted]Payment HistoryDate Amount10/14/16 $ 35.18 autopay10/24/16 $ 50.64 autopay11/28/16 $ 49.37 autopay12/28/16 $ 71.33 autopay01/27/17 $ 25.50 autopay02/27/17 $ 36.4403/28/17 $ 27.4905/16/17 $ 45.9509/24/17 $270.20[redacted]- Notes on the account by Customer Service Representative 9/29/17 that sheremoved late fee from the account.[redacted]CUSTOMER CONTACT SUMMARY:10/3/17 4:33 pm- I called [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenience. I also left mycall back number.10/4/17 1:04 pmI called Mr. [redacted] at ###-###-#### and left a 2nd voicemail asking him toreturn my call. I again left my call back number.10/05/2017 17:17:55 EST [redacted] J [redacted] (DJ[redacted])SUMMARY OF RESOLUTION:10/5/17Because I have not received a response from Mr. [redacted] I sent him thefollowing letter:October 5, 2017[redacted] MI 49307Account Number:  0201Dear Mr. [redacted],I am writing in response to an inquiry you placed with the Eastern BetterBusiness Bureau regarding your account. Regretfully I have not been ableto reach you by telephone.After reviewing your account I see that you were removed from auto pay onApril 27 when we were unable to receive a payment from your debit/creditcard for two months as it was denied. You can set this up again throughyour online profile and we would once again be able to receive yourpayments automatically if you choose.When you spoke with a customer service representative on September 29about your account she removed the late fees that had been added as yourequested. You stated calls were disconnected three times when youattempted to call us. I am very sorry to hear that as I know howfrustrating that would be. Because of your inconvenience I have added a$25.00 credit to your account. That credit will be applied on your nextbilling cycle.I apologize again for the issue of attempting to speak to us regardingyour account. If you have any additional questions please call medirectly at ###-###-#### and I will be happy to assist you.Respectfully,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comCC: Eastern Revdex.comComplaint closed

11/03/2017 12:32:47 EST [redacted] J [redacted] (DJ[redacted] MI 48625Account Number:  [redacted]Dates of Service: Prior to May 2008 - Present[redacted]11/2/17 - Assigned to: [redacted]CUSTOMER CONTACT SUMMARY:11/3/17 12:30- I called [redacted] at...

###-###-#### and left a voicemail explaining Ireceived the inquiry she placed with the Easter Revdex.com andhave forwarded it to a meter reading supervisor in her area. I let herknow they will be following up with her within the next few business days.11/09/2017 07:47:39 EST [redacted] J [redacted] (DJ[redacted]RELEVANT ACCOUNT INFORMATION:- Threats of Violence - Police Escort on account from 12/9/05 - 1/10/16- Threats of Violence - Police Escort added to the account 11/2/17[redacted]SUMMARY OF RESOLUTION:11/8/17- [redacted] sent me the following information:On 11/7/17 Meter Reading Supervisor, [redacted] had called and lefttwo voicemails with the customer that have not been returned.- Because they have not heard back from the customer the following letterwas sent:November 8, 2017Mrs. [redacted], MI 48625-7353Re: ComplaintDear Mrs. [redacted],We have been attempting to contact you in regards to an issue you haveexperienced with Consumers Energy and your meter reads. We apologize forany inconvenience that this issue has caused you. Your account has beencoded as police escort and your reader will not be coming to your homewithout a police escort.Since we have not been able to get in touch with you, we would like toassure you that we value you as a customer. We apologize again for theinconvenience that this issue has caused you. If you would like pleasecontact me at ###-###-#### or [redacted].[redacted]@cmsenergy.com to discuss thisfurther.Respectfully,[redacted]Gas DistributionTell 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]

02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN[redacted] / 0769[redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16...

$269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted]. He stated that he moved out back in January and no longer liveswith [redacted]. He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN[redacted])3/2/17-[redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted]to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017[redacted]Mason, MI 48854-9245Account Number: 0769Dear [redacted],I recently received an inquiry you placed the Revdex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...

This is just a status report.  Closure to follow after meter tests.07/11/2016 09:47:02 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------[redac...⇄ />
----------------------------------------------------------------The inquiry was forwarded to [redacted] to follow up on the concernsregarding the interactions with the contact center representatives.The smart meter with meter number [redacted] was installed on the home at[redacted] on 12/9/15.Electric Meter Reading HistoryDate Read KWH Type Reason03/28/2014 16,761 860 Actual04/29/2014 17,701 940 Actual05/29/2014 18,564 863 Actual06/27/2014 19,366 802 Estimate Not Attempted07/30/2014 19,971 605 Actual08/27/2014 20,586 615 Actual09/26/2014 21,245 659 Estimate Not Attempted10/27/2014 22,053 808 Actual11/26/2014 22,852 799 Actual12/29/2014 23,855 1003 Actual01/28/2015 24,698 843 Actual02/26/2015 25,513 815 Estimate Not Attempted03/27/2015 26,433 920 Actual04/28/2015 27,231 798 Actual05/28/2015 27,867 636 Actual06/29/2015 28,540 678 Actual07/28/2015 29,150 610 Estimate Not Attempted08/26/2015 29,761 611 Actual09/25/2015 30,404 643 Actual10/26/2015 31,116 712 Actual11/25/2015 31,915 799 Estimate Not Attempted12/07/2015 32,164 Actual Exchange12/08/2015 0 Actual Installation01/02/2016 670 919 Actual01/30/2016 1,437 767 Actual02/29/2016 2,281 844 Actual03/29/2016 3,078 797 Actual04/27/2016 3,907 829 Actual05/30/2016 4,808 901 Actual06/28/2016 5,490 601 ActualElectric Monthly Consumption ComparisonMonth Year KWH Days UPD ADTApril 2014 860 28 31 26April 2015 920 29 32 33April 2016 797 29 27 42Month Year KWH Days UPD ADTMay 2014 940 32 29 47May 2015 798 32 25 48May 2016 829 29 29 46Month Year KWH Days UPD ADTJune 2014 863 30 29 59June 2015 636 30 21 63June 2016 901 33 27 60Month Year KWH Days UPD ADTJuly 2014 802 29 28 69July 2015 678 32 21 68July 2016 601 29 21 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weatherOn 6/16/16 at 1:22 PM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/20/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/23/16 at 9:38 AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/27/2016 at 2:06 PM I called [redacted] and spoke with [redacted]. Wediscussed that although I can see the potential for use in the history, Ican understand her concern based off the increase in energy used from theyear prior. During our conversation we discussed that her concerns aremore than just the electric meter and I advised I would continue myinvestigation/review of her account including the gas. We scheduled ameter test to be performed on the electric meter on 7/11/2016 between 12-4PM. I advised that Ms. [redacted] would be followed up with by a ContactCenter Manager to discuss her concerns regarding her prior interactionswith Consumers Energy representatives; and we agreed that I would followup with more information following the completion of the meter test. Ms.[redacted] was provided with my phone number for direct communication regardingher account.Gas Communication Module was installed on 12/17/2015Gas Meter Reading HistoryDate Read Mcf TypeReason03/28/2014 9,121 22.1 Actual04/29/2014 9,489 14.7 Actual05/29/2014 9,546 5.7 Actual06/27/2014 9,568 2.2 Estimate Not Attempted07/30/2014 9,584 1.6 Actual08/27/2014 9,596 1.2 Actual09/26/2014 9,610 1.4 Estimate Not Attempted10/27/2014 9,724 11.4 Actual11/26/2014 9,913 18.9 Actual12/29/2014 130 21.7 Actual01/28/2015 419 28.9 Actual02/26/2015 732 31.3 Estimate NotAttempted03/27/2015 958 22.6 Actual04/28/2015 1,125 16.7 Actual05/28/2015 1,182 5.7 Actual06/29/2015 1,217 3.5 Actual07/28/2015 1,231 1.4 Estimate Not Attempted08/26/2015 1,249 1.8 Actual09/25/2015 1,280 3.1 Actual10/26/2015 1,362 8.2 Actual11/25/2015 1,494 13.2 Estimate Not Attempted12/16/2015 1,602 10.8 Actual GCM*installation12/17/2015 1,60201/02/2016 1,698 9.6 Actual02/01/2016 1,924 22.6 Actual03/01/2016 2,156 23.2 Actual03/29/2016 2,353 19.7 Actual04/28/2016 2,611 25.8 Actual05/30/2016 2,812 20.1 Actual06/28/2016 2,843 3.1 Actual*GCM- Gas Communication ModuleGas Monthly Consumption ComparisonMonth Year MCF Days UPD ADTApril 2014 22.1 28 0.789 26April 2015 22.6 29 0.779 33April 2016 19.7 28 0.704 42Month Year MCF Days UPD ADTMay 2014 14.7 32 0.459 47May 2015 16.7 32 0.522 48May 2016 25.8 30 0.860 46Month Year MCF Days UPD ADTJune 2014 5.7 30 0.190 59June 2015 5.7 30 0.190 63June 2016 20.1 32 0.628 60Month Year MCF Days UPD ADTJuly 2014 2.2 29 0.076 69July 2015 3.5 32 0.109 68July 2016 3.1 29 0.107 70** UPD - Use Per Day** ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weather, except theGas consumption billed for May and June bill months which do reflect moreenergy used than anticipated.

10/03/2017 13:43:43 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] Ln NE, [redacted] MI 49505-5908Account number:  [redacted]Dates of service: 06/17/12 to present.CUSTOMER INQUIRY OPENED AS OF 10/03/17.RELEVANT ACCOUNT INFORMATION:CURRENT BALANCE: $364.63 ($206.57...

past due/turn off notice amount)6-MONTH BILL/USE HISTORY:Month: kWh used: Bill amount: Total due:Apr 2017 748 $119.69 $202.58May 2017 686 $110.72 $215.27Jun 2017 1079 $187.19 $301.59Jul 2017 1318 $230.75 $538.07Aug 2017 1199 $206.57 $629.64Sep 2017 918 $154.09 $447.706-MONTH PAYMENT HISTORY:Date: Amount:04/17/17 $150.0005/17/17 $100.0006/12/17 $103.0008/05/17 $115.0008/25/17 $110.0009/13/17 $115.0009/21/17 $115.0009/25/17 $83.07RECENT DUNNING ACTIVITY:Date: Action:09/27/17 Turn off notice sent10/03/2017 14:32:42 EST [redacted] N [redacted]DS (RN[redacted])PAYMENT PLAN HISTORY:- installment plan made on 08/07/17 was defaulted on 09/11/17 fornon-payment of the bill due on 09/13/17 that was not included in the plan.CUSTOMER CONTACT SUMMARY:10/03/17 - 2:55 pm - left a voicemail message for the customer (Dr. [redacted]) at phone number ###-###-#### - letting her know that I have herinquiry and am available to speak with her. I left my phone number forher to call back.10/05/2017 12:04:37 EST [redacted] N [redacted]DS (RN[redacted])10/05/17 - 12:04 pm - left another voicemail message for the customer atphone number ###-###-#### - letting her know that I am still available todiscuss her concerns. I left my direct number for her to call back.10/06/2017 16:40:00 EST [redacted] N [redacted]DS (RN[redacted])LETTER SENT VIA USPS AS WELL AS EMAIL TO THE CUSTOMER ATak@[redacted].com:October 6, 2017[redacted] Ln NE[redacted] Rapids, MI 49505-5908Account number:  [redacted]Dear Ms. [redacted],Thank you for your Michigan Agency for Energy (MAE) inquiry about theaccount at [redacted] Ln NE, [redacted] Rapids. I you have some concernsabout the bill and your online account.I have been able to look into your concerns and found that the balance onthe account is $364.63, including the current bill of $158.06 due onOctober 13. There was an installment plan set up through your eservicesprofile on August 2 for bi-weekly payments from August 7 until October 2on the balance of $538.07 (which accounts for the May - July 2017 bills),but that installment plan was cancelled when the bill due September 13became past due.The past due amount of $206.57 accounts for the "current charges" on theAugust 2017 bill, which was due on September 13 and not included in theinstallment plan that you set up online. If you need to set up anotherinstallment plan or need additional time to pay this bill, we would behappy to extend arrangements to you.We're sorry to hear that you're having issues logging on to your onlineprofile. Please know that the online profile you have set up under theUser ID "a[redacted]81" is active and not locked. If you do not remember thepassword to get logged in, you can simply click the "Forgot Password"hyperlink online to reset the password. If you need assistance withresetting the password, we would be happy to set up a temporary one foryou at your request.I regret I have been unable to reach you by phone, and it is my hope thatthis letter has addressed your concerns. There is a hold on your accountthrough October 12 to prevent disconnection. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]dsCustomer Care Representative[redacted].[redacted][email protected] OF RESOLUTION:- (Address shut off notice) - turn off notice sent 09/27/17 for the pastdue amount (shown above)- (Payment History) - 6 month payment history shown above.- (Address her billing and what she owes) - Balance of $364.63 ($206.57past due) shown above.- (Payment Arrangement or plans)- customer has defaulted from a paymentplan she set up online through her eservices account. She is eligible foranother installment plan.- (Address being lock out of on line)- account is "active" and has notbeen locked.CLOSING CUSTOMER INQUIRY AS OF 10/06/17

09/06/2017 12:09:07 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / 1489 / [redacted] VERMONTVILLE[redacted] T [redacted] / 1533 / [redacted] VERMONTVILLEDates of Service: Pre-July 2008 - PresentRELEVANT ACCOUNT/PREMISE INFORMATION- This property is owned by [redacted] T & [redacted] S...

[redacted] since 1994 and is 100%homestead- Previous customer is [redacted] T [redacted], who owes $6444.75- Per Experian, [redacted] has resided at this address since 2/8/2013- [redacted] ID also places her at this address since 2/24/2015- Per Experian, [redacted] T [redacted] has resided at this address since 3/11/2006- I received a lease agreement dated 7/24/2017 for [redacted] from[redacted]- Service was reversed out of Ms. [redacted]'s name and placed back into Mr.[redacted]'s nameCUSTOMER CONTACT SUMMARY- I spoke with Ms. [redacted] on 09/06/2017 at 12:50 PM- I informed her that per an address report, we show that she lived atthis address while service was in her name and that Mr. [redacted] is stillliving at this address- I said that the fact they are related does not allow us to deny servicein this case- I explained that we are requiring him to pay his balance because we canstill place him at this address and she benefitted from service in hisname- Then I told her that we could place the service into her name if shecould prove that Mr. [redacted] is living somewhere else*She said she couldn't do this- She said that she will then be looking to move to a new place where shecan start service- I advised her that we wouldn't be holding her responsible for Mr.[redacted]'s bill, as long as Mr. [redacted] doesn't move with her- She thanked me for calling and explaining this information- Then she asked how long the service will remain on for*I informed her I will leave a hold on the account through 09/11/2017;after that, the service could be disconnected- I also requested her payment of $60.22 be refunded to her*She is aware this could take up to 14 days to receiveSUMMARY OF RESOLUTION- FACTA or FraudResolution: This is not a FACTA issue, both parties would have benefittedfrom service under each other's names. This was reviewed by our Frauddepartment.- Why was service placed into her name received a bill, then taken out(denied service)Resolution: As a part of the Fraud review process, service is placed intothe customer's name and will either continue in their name or be reversed.The service was reversed out of Ms. [redacted]'s name after she received abill for a partial month.She made a payment towards this partial-month bill then the service wasreversed out of her name. I have requested this credit to be sent to Ms.[redacted].MAE Complaint closed 09/06/2017 Tell us why here...

10/27/2017 11:26:51 EST [redacted] N. [redacted] (EN[redacted] M [redacted] / [redacted] Dr [redacted] MI 49009-4107SERVICE DATES: 2/12/13-CURRENT-Assigned to [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted], inquiry is due on 11/1/1711/01/2017 13:35:53...

EST [redacted] N. [redacted] (EN[redacted])CUSTOMER CONTACTS:[redacted] reached out to the customer on the following dates:1. 10/31 9:30am @ ###-###-####. Left voicemail with my contactinformation.2. 10/31 1:50pm @ ###-###-####. Left voicemail.3. 11/1 10:38am @ ###-###-####. Left voicemail.4. 11/1 11:25, email (attached) to w[redacted]@gmail.com-Since he was unable to reach Mr. [redacted], the following email was sent toaddress his concerns:Mr. [redacted],My name is [redacted] and I am the Program Manager for the Peak Time ofUse programs at Consumers Energy. I#m writing in hopes of addressing theissue you raised regarding your ineligibility for these programs due toyour participation in our Budget Plan program. While I#m sad to say thatwe are unable to enroll your account into a time of use (TOU) rate whileyou are on budget plan, I do [redacted] to explain why as well as provide anoverview of the options you have available for participation in these orother money saving programs.As mentioned, we#re currently unable to sup[redacted] customers participating inboth Budget Plan and a TOU rate simultaneously. I sincerely apologize forthe inconvenience as we know this would be a valuable and popularenhancement to our program, but unfortunately our Budget Plan is unable toaccommodate TOU rates at this time. Our current Budget Plan is built toaccurately forecast your costs across the entire year and convert thoseinto flat monthly payments. Then, at the end of the year you receive a#true-up# bill or credit based on how much your payments over the yearwere more or less than the actual cost of the energy you used all yearlong. Since the methodology used in our Budget Plan can accuratelyforecast your total annual cost, these #true-up# charges or credits arekept as small as possible. Put simply, our existing Budget Plan is bad atpredicting costs for customers when they switch to Time of Use rates asthere are several new variables it needs to consider, such as when you useyour energy and how much you will change behavior after switching to thenew rates. The end result is customers who participate in bothsimultaneously receiving very large #true ups# at the end of the year,which could be in the form of a high, surprise bill. In order to preventthat poor experience, we restrict participation in these programs torequire customers to be on one or the other currently. We are working toenhance our budget plan to resolve the issue, however, so we do expect tobe able to remove that restriction in the future.In the meantime, there are a few different pricing options available toyou to help you see lower bills. For enrolling in either of these optionsyou will also receive a $25 gift card:1. If you leave the Budget Plan- you would then be eligible foreither of our Time of Use rates. Based on your actual energy use over thelast year, you would have saved about $25 over the last year if you hadbeen on one of these rates. If you can shift your energy use to cheaperperiods of time, like nights and weekends, after enrolling then you couldexpect to save more than that, but that $25 estimate should represent yourminimum savings on the rate.2. Without leaving Budget Plan- You are eligible for our ACCycling program, which would provide you with $7.84 in monthly billcredits through summer, or $31.26 per year. Participation in this programrequires that you allow Consumers Energy to install an AC cycling deviceon your Central Air Conditioner which would reduce your units run time by50% during #cycling events#, which occur up to 15 days through summer,usually on the hottest days. This will typically cause the temperature inyour home to rise by a few degrees, depending on how well insula[redacted] yourhome is and how powerful your AC unit is.Energy Efficiency- in addition to different pricing options, ConsumersEnergy offers a variety of ways to help you save energy and money throughour Energy Efficiency programs. If you are interested, I would be happy toget you more information on these offerings and to find those which wouldwork for you.I apologize again for the inconvenience of not being able to participatein our Time of Use rates while on the Budget Plan. I [redacted] this providesyou with some insight as to why and the assurance that we are working toenable that choice for all customers! In the meantime, if you have anyfurther questions, concerns or I can assist you in any way, please don#thesitate to reply to this email or to reach me at the phone number below.Thank you, and have a great and safe day![redacted]

On 02/25/2016, customer's energy account was enrolled on Recurring Card Payment option. The full amount of the customer's monthly energy bill will be charged to her credit card on the date her bill is issued each month. Enrollment in Auto-Pay with a credit card is automatic and became effective...

immediately. At the time of enrollment, customer's past due plus current (total charges) were paid on 02/25/2016. All future bills will be charged on the date her bill is issued. I attempted to call Ms. [redacted] this morning 02/29/2016 (approximately 10AM) by calling [redacted]. There was no answer. I left a voicemail message with my name and telephone number.02/29/2016 16:14:29 [redacted] ([redacted]) 2/29/2016 EMJ - Spoke with [redacted]. Advised her that [redacted] is reviewing her account and will be in contact with her before the end of the week. She is very glad that her concern is being reviewed.03/03/2016 18:34:29 [redacted] ([redacted]) I attempted to call customer this evening 03/03/2016 6PM. There was no answer. I did not leave a voicemail message. I will respond to customer by email:From: [redacted]Sent: Thursday, March 03, 2016 7:12 PMTo: [redacted]Subject: Consumers Energy - Payment Options for your Energy AccountAccount Number: [redacted]Dear Ms. [redacted],I am sending this email to respond to your inquiry you filed with the Eastern Revdex.com regarding payment options for your account. I would have like to talk to you about your concern but I was unable to reach you by telephone when calling [redacted]. Consumers Energy offers several options for paying your bill. Auto Pay # Checking, Savings, Credit or Debit Card: Your monthly bill will be automatically deducted from your checking or savings account or billed to your Visa or MasterCard or debit card. One-Time Online Payment-Checking or Savings Account: Choose the amount and date of your online payment. Pay Online at your Financial Institution: You will need to provide our contact information # Consumers Energy [redacted] (Fees may apply. Contact your financial institution for assistance.Authorized Pay Agents and Consumers Energy Payment Offices. Same Day Payment by Phone: Make an immediate one-time payment with your Visa or MasterCard or debit card, or electronic check using a third party. There is a $6.25 fee applied to each payment. Pay by Text: Enroll in Billing and Payment text alerts through your online profile, verify or add your financial information and text Pay to make a payment. Pay by Mail: Send check or money order to Consumers Energy PO Box 740309 Cincinnati, OH 45274-0309. On February 25, 2016, your account was enrolled on the Recurring Card Payment option. Your bill will be automatically billed to your credit card each month on the day your bill is presented. This service is secure. If you have questions or would like to discuss this matter further, please call or email me. I will be happy to assist you.Respectfully,[redacted]Customer Care RepresentativeOffice: [redacted]Email: [redacted]

05/31/2017 16:12:21 EST [redacted] N. [redacted] (EN[redacted] B [redacted] / 1053[redacted] RD SAGINAW MI 48604-15545/31/17-I called 7[redacted] and reached a voicemail for [redacted].I left a message letting her know that I was reviewing the account andwould follow up. I also left my direct dial...

number and office hours forher to contact me back.06/06/2017 09:24:24 EST [redacted] N. [redacted] (EN[redacted])I reviewed the account and found the following:-Customer started service in May 2016 and in February 2017 enrolled on thebudget plan program-We had to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan program-In order to enroll on the program the account should be at a zerobalance. Instead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan year. The new budget amount for2017-2018 would be $265 per month and this is based on the prior 12 monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, 2017[redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr. [redacted],I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frame. This program runs from June until May and is calculatedbased on the prior 12 months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thannormal amount being owed which is what has happened in this case. It ismost beneficial after having lived at location for more than 12 months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-2018 plan year would be $265 per month. If you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely,[redacted]Customer Care RepresentativeCOMPLAINT CLOSED 6/6/17

08/29/2016 16:33:25 [redacted])[redacted] [redacted] / [redacted]-Assigned to [redacted], inquiry is due on 09/08/2016 15:17:31 [redacted]) 9/6/16-[redacted] with our Appliance Service plan group advised that she had placed a call to [redacted] and that he was unavailable...

at the time but would call her back later today. 9/7/16-I checked with [redacted] to see if she was able to touch base with [redacted] and she stated she had not heard back from him but would draft a letter for closure-We worked to draft a letter to [redacted] to address his concerns however did not have it completed today 9/8/16-[redacted] was able to speak with [redacted] today and provided the following: I just spoke to [redacted] and he has agreed to keep the appliance service plan. We spoke about the issue with the water heater on 2/2016 and he said it never stop heating up his HOT water, per the notes he needed a gas valve which was NLA. But the unit still worked fine until it started leaking on 08/2016. Was told he would be paid on the gold plan and when he called in to see how much longer it would be we told him that he was not eligible.My resolution for the customer was to keep him on the program and issue the gold check for the water heater $300. I apologized to him and stated where I thought the confusion came in for his repair. He is fine and happy and said he did not want to file a complaint with the Revdex.com but that the agents were rude to him and he felt was forced to take that measure to get to speak to a logical person. [redacted] is aware if he has any further questions to contact me directly.COMPLAINT CLOSED 9/8/16

[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]

04/05/2016 10:01:56 [redacted] N [redacted] MI 48519-2803Dates of service: 08/08/14 to present.CUSTOMER INQUIRY OPENED AS OF 04/05/16.CURRENT BALANCE: $340.46 ($188.16 past due)04/05/2016 11:56:59 [redacted] N [redacted]R)There have been 2 defaults on the...

Shutoff Protection plan (SPP) in thelast 12 months:06/08/15 for $199.00 past due01/11/16 for $176.00 past due04/05/16 - Tuesday at 11:57 am - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have the inquiry andthat I am available to discuss their concerns. I left my direct phonenumber as well.04/05/2016 13:33:06 [redacted] N [redacted]R)04/05/16 - Tuesday at 1:22 pm - Ms. [redacted] returned my phone call and wediscussed her inquiry. I apologized for her frustration with our CustomerService department and their suggestions of seeking assistance withagencies or to see if anyone in her family would be able to help her makea payment on her bill. I explained that since there have been 2 defaultson SPP in the last 12 months the account is not eligible for a paymentprogram at this time because of the default history on her account.We do recommend seeking assistance through 2-1-1 and filing for the HomeHeating credit as a resource if any of our customers are unable to makepayment on their account. We're sorry she felt insulted, and I agreed tosend her experience to the management team in our Customer Servicedepartment to be reviewed as a possible coaching opportunity.She stated that she has already moved from [redacted] to [redacted] and can pay her past due amount of $188.16 on April15. She understands our policy of paying a past due amount on her currentaccount prior to starting service at the new address. In light ofcustomer service, I have started the new account at [redacted]k Ln(account number [redacted]8) effective today, and she will still makeher payment for the past due on April 15. Since she has moved out of [redacted], I also ended that account effective today.Ms. [redacted] thanked me for my help and was happy with the resolution ofher inquiry. She had no further questions at this time.CLOSING CUSTOMER INQUIRY AS OF 04/05/16.Tell us why here...