02/24/11:57:EST [redacted] A [redacted] (JA***)CUSTOMER INFORMATION: [redacted] J [redacted] CA# [redacted] MI 49288-9655Dates of service: 04/02/- present.RELEVANT ACCOUNT INFORMATION:- Electric smart meter installed 10/11/16.- Electric usage history for this address:Month 2018Jan 2213Feb 2061Mar 1410Apr 1483May 1054Jun 896Jul 943Aug 1023Sep 808Oct 921Nov 828Dec 1259CUSTOMER CONTACT SUMMARY:02/14/18: 1:PM - [redacted] Bcalled and spoke to [redacted] , discussinghis concerns.- Home is heated with propane and has some electric base board heat aswell.- Reviewed with him his Energy Use Details and discussed temperaturesduring the January billing cycle.- His usage does show some impact based on the temperature as well as theimpact that the electric heat has on his billCustomer understands thatthe electric heat will impact his usage but didn't think it would be soextreme.- Discussed the customer's concerns about the accuracy of the smart meteras he has seen it discussed on social media.SUMMARY OF RESOLUTION:- High bill: Customer is aware of the meter's accuracy and his usage is inline with previous usage at this location considering the extremely coldweather we experienced during the January billing period, and his use ofelectric baseboard heaters in the home
07/27/09:48: [redacted] I [redacted] ( [redacted] )------------------------------------------------------------------------ [redacted] - [redacted] Oxford, MI ------------------------------------------------------------------------On 07/20/I had email correspondence with *** [redacted] at [redacted] @gmail.comWhere Mr [redacted] was advised that the paymentextraction was not initiated by Consumers Energy and as a result theappropriate course of action would be to connect with his financialinstitution to have the funds returned and protect himself from anyadditional unauthorized transactions from occurring.On 7/21/at 3:PM I called ###-###-#### and left a voice message ona generic voicemail providing my phone number for contact.I received a returned voice message from [redacted] on 7/21/at4:PM advising he was at would and would be available to receive a callthe following day after noon.On 7/22/at 1:PM I called ###-###-#### and spoke with [redacted] I explained that I was the initial representative correspondingwith him by email, and I apologized as with the escalation I was made moreaware of how "cold" the information can come across in writingIexplained that we definitely understand the circumstance and want him tounderstand that the advisement to work with his financial institution isthe ideal course of action to best secure his funds moving forwardIadvised that If Consumers Energy were to find and refund the balance thatsomeone else provided us, it would offer him only a temporary fix, becausea refund by Consumers Energy would not take the financial information outof the unauthorized person's handsWhereas the financial institutionshould have steps in place to ensure the security of the state of theaccount; and if the concern is addressed through the bank, they should beable to retrieve the funds and re-secure his account by supplying a newaccount number.We discussed that I did receive authorization to have the fundselectronically reversed to his account, however we would still encouragethat he go to his bank to address the security of his account to preventthis from occurring againMr [redacted] indicated that with our emailcorrespondence he had already began the process with his bank and togetherwe decided that the funds would not be returned by Consumers Energy and hewould continue the process with his bankI advised Mr [redacted] that hecan reach out to me with any additional questions or concerns, and hethanked me for my follow up phone call.Complaint closed 7-22-2016Tell us why here
12/12/15:00:EST [redacted] A [redacted] (JA***)CUSTOMER INFORMATION: [redacted] A [redacted] CA# [redacted] SOUTHFIELD MI 48034-1557Dates of service: 11/01/- present.RELEVANT ACCOUNT INFORAMTION:- Previous customer at this address stopped service on 10/30/Servicewas then listed under "Current Occupant".- SAP shows that the customer requested a Move Out online on 10/30/Noevidence of a Move in requestI have sent an email to [redacted] askingfor her help.- Gas service was turned off at 10:on 12/07/17.- Move was completed by CSR in the contact center on 12/08/and an orderplaced to restore the customer's service asap.- Customer's gas service was restored at 9:am on 12/10/The orderwas assigned to a technician on 12/but it was not able to be completedthe same dayThe technician was pulled away at least once for a gasemergency.12/18/10:29:EST [redacted] A [redacted] (JA***)- I asked for assistance from our online technical team, asking them tolook into Ms [redacted] 's online requestsThey have found that she onlyrequested to Stop Service on 10/30/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 ServiceMs [redacted] only requested to Stop ServiceWhenstopping 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:PM - I called ###-###-#### and got voicemailI left amessage with my contact information, requesting a call back.12/15/17: 12:PM - I called ###-###-#### and got voicemailI left amessage with my contact information, requesting a call back.12/18/17: There has been no response to my voicemail messagesI amsending the following letter by mail and email to the customer forresolution:December 18, [redacted] A [redacted] **.Southfield, MI 48034-1557Account Number: ***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.comBecause 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 requestsThe 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 offBecause this letter had been sent and there was noresponse, the service was turned offThis 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 serviceWe ask that when a customer requests new service, that theycontact us - days prior to needing the service so that we canschedule a technician to turn on the serviceWhen you contacted us, ourschedule was already fullOur technicians also have to handle emergencygas leak calls which the state requires we must be respond to within 60minutesAs 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 installedAs a gesture of goodfaith, I have requested that a $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###-###-####***.***@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 $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:am on12/10/17.COMPLAINT CLOSED 12-18-
10/26/11:27:EST [redacted] A [redacted] (JA***) [redacted] CA# [redacted] #FRUITPORT MI 49415-9529Dates of service: 04/25/- present.10/26/12:05:EST [redacted] A [redacted] (JA***)I've sent an email to Smart Metering asking for assistance.12:pm - I called ###-###-#### and got voicemailI left a message withmy contact information, indicating that the concern has been received andwe will be in touch as soon as I'm able to obtain the necessaryinformation regarding his meter reads.Smart meter was installed here in 2013.10/31/09:49:EST [redacted] A [redacted] (JA***)I received the following from [redacted] with smart meters on 10/26:"I looked into this account (meter [redacted] ) and this is what I found:· Smart meter was installed June and looks like it wascutover September 2013.· Meter is on the SEOC troubled log as a stopped meterLastcommunication was July 2016, although daily reads stopped in April 2016.· From what I see in SAP, the customer did receive estimatedbills from May # August while their meter was cutover.· The meter was reversed back to manual reads on 8/17/Lookslike their September bill was estimated (not field read), but the read inOctober was an actual.· I would recommend this customer remain on manual reads.Looking back prior to their smart meter, the meter was consistently fieldread monthly for years"9:am - I called ###-###-#### and got voicemailI left a message withmy contact information, requesting a call back.10/31/14:23:EST [redacted] A [redacted] (JA***)There has been no response to my voicemail messagesI am sending thefollowing letter for closure:October 31, [redacted] **#105Fruitport, MI 49415-9529Account Number: ***Dear Mr [redacted] ,I#m pleased to let you know that we've received your concerns regardingyour estimated meter readings for [redacted] **#Fruitport, MI fromthe Michigan Agency for Energy (MAE formerly known as the MPSC)Becauseour customers are important to us, we've taken your concerns seriously andhave reviewed your account.The meter at your location is a Smart Meter and it stopped communicatingmeter reads to us in AprilBecause this is sometimes a temporarysituation, we had not assigned a meter reader to read the meter untilseveral months pass without a reading from the meterThis meter is nowon manual meter reads and the current billing is based on an actual meterreading.Your meter will continue to be manually read until we have determined theproblem with the remote readings and have a fix in placeOccasionally,due to things beyond our control such as weather, loose dog, or employeeabsence, we may not be able to obtain a reading, and for this we are verysorryWe have scheduled actual readings for this location going forward.I apologize, but at this time we are not able to grant your request for acomplimentary energy efficiency checkYour gas supplier may be able toprovide this for little or no cost to youWe don't have anyoneavailable in your area to provide this service because we do not supplygas service here.Our Budget plan figures are based on usage history for this location forthe last monthsBecause this would include usage from prior to yourtaking possession of the property, you may wish to wait until you've beenhere for a full year before enrollingOur current quote for the budgetplan at this location is $per monthPlease contact me or ourContact Center (###-###-####) if you would like to enroll.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully, [redacted] ***Customer Care Representative###-###-####Julie.***@cmsenergy.comCOMPLAINT CLOSED 10/31/16________________________________________________________________________...⇄ 0002TaskTask text MM [redacted] re-open MAE kplt 11-1-Status TSCO Planned start 11/01/14:13:Planned end 11/01/14:13:Completed on 11/01/by ________________________________________________________________________11/01/14...⇄ [redacted] M [redacted] (MM [redacted] )MM [redacted] re-open - for clarification of billing.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 11/01/00:00:Planned end 11/01/00:00:Completed on 11/01/by ________________________________________________________________________11/01/14...⇄ [redacted] A [redacted] (JA***)I unfortunately have forgotten to include some important informationregarding the account and in the letter sent to the customer.Current account balance: $169.29Billing history:Billing date Due date Bill total10/13/11/04/169.2810/12/11/03/108.5108/26/09/19/243.8907/23/08/15/419.8506/...⇄ meter at this location was tested on 04/23/13, prior to installation,and was found to be 99.987% accurate.I am sending the following additional letter to the customer:November 1, [redacted] **#105Fruitport, MI 49415-9529Account Number: ***Dear Mr [redacted] ,I apologize for sending you an additional letter, however my previousletter did not include a few pieces of information that you may findhelpful.Because your current balance is the result of two months' worth ofcharges, please contact me if a payment arrangement is neededWe wouldbe happy to spread out your payments over a month period if you needadditional time to bring the account current.Also, when reviewing your energy usage here, I found nothing to indicate apossible problem with how accurately your meter is registering your energyusageFor your peace of mind, we would be happy to have your metertested to verify that it's working properlyPlease contact me if youwould like the meter tested.My apologies again for this additional letter and I hope that thisadditional information has resolved your concernsPlease let me know ifthere is anything further I can do to help you.Sincerely, [redacted] ***Customer Care Representative###-###-####Julie.***@cmsenergy.comEND UPDATETell us why here
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear I just checked my voicemail to see if the icon just never showed up but that is not the caseThey have not once left me a message or even tried to call me backThey are spewing lies and I have phone records which prove these statements they issued are liesAlso they are not resolving this issue one bitThey say they will change their policy but that is no good as they have already invaded the privacy of our homesAlso 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 programHow 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 moreThis 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 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]
STATUS REPORT FOR CUSTOMER ONLY Still waiting on additional information to provide closure.09/11/12:24:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] / [redacted] / [redacted] SHELBY TOWNSHIPDates of Service: 02/25/- 02/04/[redacted] / [redacted] / [redacted] STERLING HEIGHTSDates of Service: 07/14/- 12/14/[redacted] / [redacted] / [redacted] ROCHESTERDates of Service: 06/23/- Present09/11/12:25:EST [redacted] W [redacted] (BW [redacted] )RELEVANT ACCOUNT INFORMATION- 07/20/- Balance Transfer of $from Account # [redacted] to# [redacted] 451- 12/04/- Gas service Sealed for Non-Pay under Mr***'name( [redacted] **)- 12/14/- Service was automatically removed out of Mr***' name( [redacted] **) due to Seal for Non-Pay- 02/07/- LLD requested gas service to be turned on at [redacted] Dr and placed into their name- I do not see notes or payments to any accounts regarding the LLD takingresponsibility for Mr***' remaining account balance at [redacted] **- There are no notes on Mr***' or the LLD's accounts saying anythingabout the LLD paying off Mr***' balance- 06/24/- Balance Transfer of $from Account # [redacted] to# [redacted] 634- Dunning History (Active account 2nd St)Date Action08/24/Turn-Off Notice08/29/Mid-Cycle Call - Completed09/01/Intent to Disconnect09/07/Sealed for Non-Pay09/11/13:36:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER CONTACT SUMMARY- I briefly spoke with Mr [redacted] on 09/11/at 1:PM- He asked that I call back as he was going into a meeting shortly- I let him know I could call tomorrow and he said that would be fine09/19/13:15:EST [redacted] W [redacted] (BW [redacted] )- I spoke with Mr [redacted] on 09/19/at approx1:PM- I informed him that I didn't show any payments to his account where thelandlord paid off his balance- There aren't any notes on the accounts- I informed him that I would reach out to the [redacted] (apartmentmanager)- I left a message for [redacted] on 09/19/at approximately 1:45PM, at phone number ###-###-####____________________________________________________________________...⇄ Mr [redacted] on 09/11/at 1:PM- He asked that I call back as he was going into a meeting shortly- I let him know I could call tomorrow and he said that would be fine09/19/13:15:EST [redacted] W [redacted] (BW [redacted] )- I spoke with Mr [redacted] on 09/19/at approx1:PM- I informed him that I didn't show any payments to his account where thelandlord paid off his balance- There aren't any notes on the accounts- I informed him that I would reach out to the [redacted] (apartmentmanager)- I left a message for [redacted] on 09/19/at approximately 1:45PM, at phone number ###-###-####
11/03/12:37:EST [redacted] W [redacted] (BW [redacted] )PEGGY S [redacted] / / [redacted] Dates of Service: 05/16/- Present11/03/13:33:EST [redacted] W [redacted] (BW [redacted] )I left a message for Ms [redacted] on 11/03/at 1:PM, at phone number###-###-####.11/04/11:37:EST *** W [redacted] (BW [redacted] )I spoke with Ms [redacted] on 11/04/at 11:AMI apologized for theissues she's experiencing and let her know that our eServices team isfollowing up to fix the issue.I let her know her total balance is only $185.94, at this time.She told me she setup an Installment Plan (IP) because she didn't know howshe was concerned after receiving a bill this largeI suggested that Iremove the IP and place a hold on her accountThis way her account won'tshow that she owes so much money.She was relieved to hear that she didn't have to pay the $balance.Then I verified her login ID for her eServicesI reset her password andprovided the temporary password to herI suggested that she wait untiltomorrow to make any payment on the account so the system can perform itsnightly download and the account will reflect the accurate amount owing.I let her know I would get in contact with our eServices department toobtain further insight as to what caused thisI will also call her backnext week to verify everything has been corrected.She thanked me for my time.11/04/13:18:EST [redacted] W [redacted] (BW [redacted] )This complaint has been assigned to [redacted] ***.11/08/14:14:EST [redacted] W [redacted] (BW [redacted] )I sent a request for a resolution to [redacted] and [redacted] on themorning of 11/08/2016.11/08/15:55:EST [redacted] W [redacted] (BW [redacted] )This one had to go to IT, but here#s their response is below (we did voicethe wrong amount, but it was corrected shortly after she calledItturned into being a timing issue):An eBill reversal was going on at the time the customer called in and justhappened to call in at the right moment.I sent an email to Ms [redacted] on 11/08/2016, to email address [redacted] @yahoo.com:Good afternoon Ms***,I#m writing this email as a follto our conversation we had regardingyour Michigan Agency for Energy inquiry.I received information back regarding the balance you were provided overour automated systemAt the time you called in we were in the middle ofreversing your eBillsYou happened to call in between the time wecanceled the eBills and the time we regenerated themBecause of this, itappeared to the billing system you owed more than you didThis is whyyou received information stating you owed a larger balance than you did.As of today, your total balance is $0.00.If you have further questions, please reply to this emailYou may alsogive me a call; here's my direct line, ###-###-####.Thank you for your patience while we sorted this outHave a great day.Thank you, [redacted] , Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####brian[redacted] @cmsenergy.com | www.ConsumersEnergy.comcc Michigan Agency for EnergyMAE Complaint Closed 11/8/16Tell us why here
02/06/11:56:EST [redacted] ( [redacted] ) [redacted] / [redacted] Service dates 12/02/to PresentCalled [redacted] at 630-520-3033, got voicemailLeft message with my contact info on it and will call her back tomorrow 02/7/18.02/06/12:17:EST *** [redacted] ( [redacted] )Meter Read & consumption12/05/17-12/21/Actual 1218kwh12/22/17-01/25/Actual 2255kwh01/25/18-02/06/Actual 345kwh12:17pm [redacted] returned my call, we went over her usage and I looked at previous electric usage hereHer current bill has usage of approximately 700kwh more than the highest bill here in the past [redacted] stated she has boiler heat but also has a baseboard heater in her upstairs loft areaThis has been set at approximately degreesShe went on to say that she recently shut it off and has been leaving her boiler temp set at 63-She had been advised by customer service to turn it down to I explained that would be incorrect given that the furnace is older and it isn't as efficient as current day boilersIt would take her longer and use more gas to heat her home that wayShe did have the furnace inspected and they said it is running greatWe went back to discussing her electric usage and that I am going to try to ping (get a read) from her meterI couldn't get my system to do it so I a co-worker do it for me and we obtained a read of which shows 348kwh more used since 01/25/I also explained to her that she can verify this read when she gets home by looking at her meterThis equates to an average of 31.63kwh compared to the 64kwh per day she was using prior to shutting the baseboard heat downI reiterated that this was an average and that the usage was probably higher before she shut it off and could be lower now that she has it offShe was happy to hear thisWe discussed the bill itself and her ability to pay itI explained that I am happy to work with her on itI asked her to check her finances and see what she can pay on 02/20/and I will spread the rest out for herWhile the bill is currently high she is happy to know that she found the cause and that we will work with her on the billI apologized for any incorrect or inadequate info given to her by customer service and asked her to call me direct if she has further questions and to call by 02/20/if she needs additional time for paymentShe thanked me for speaking to her and helping herShe had no further questions.CLOSED Revdex.com 2-6-
03/09/14:53: [redacted] N [redacted] S ( [redacted] ) [redacted] ***[redacted] ***, [redacted] MI 48642-7731Dates of service: 11/08/to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/15:35: [redacted] N [redacted] S ( [redacted] )Assigning to: [redacted] [redacted] + cc: [redacted] 03/09/- Wednesday at 3:pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/18:02: [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 surveyOne was at this addressI 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 hours for a relight order[redacted] called us to schedule the relight order on 03/09/at 10:am.The technician who performed the turn on/relight order arrived for therelight at 2:pmI contacted the technician who performed the light upto see what she found upon arrivalShe stated that is appears a gasdistribution crew replaced the riser for this addressIn replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replacedBecause 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 safetyIf 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 explosionhazardMs [redacted] understood this and was satisfied with the explanationof what happenedShe had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below I would like a process change so this is not allowed to happen to other customers over the weekendYou 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] ***
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: As nothing changed in the household for those months and the values of electric use fall well outside the values ever demonstrated by myself, the current home owner, compensation will need to be provided regardless of the electric meter readingI have allowed the current delay by Consumer's (allowing them to come check my meter) because of the possibility my meter was incorrect since it was replaced and additional compensation, on top of what should be coming due to the overcharge from June to December of 2016, is warranted Regards, [redacted]
09/19/13:37: [redacted] C [redacted] (JCJOHNSO) [redacted] / [redacted] MI 49461-9753Dates of Service: Prior to July - PresentI contacted Mrs [redacted] at 231-766-on 09/19/at 1:PM todiscuss the inquiry that she submitted to the Revdex.comregarding her credit card and autopay information and reached hervoicemailI left a message with my contact information as well as thereason for my call and asked that she call me when she was available todiscuss this further.09/22/16:10: [redacted] C [redacted] (JCJOHNSO)Mrs [redacted] contacted me back on 09/20/at 6:PM to discuss theproblems that she's having with her eServices account and automaticpaymentI found that her online account had not been accessed since weupdated our system in March 2015, so we would need to manually reset herpassword, which was completed.Once she had access to the account, I walked her through the process ofupdating her card information and re-enrolling in recurring card payments.After we completed that, I informed her that her balance of $wouldbe pulled at midnight and her payments from there would be automaticallypulled when the bill is generated.- Mrs [redacted] was successfully enrolled in recurring card payments withher updated card information.I apologized to her for the difficulty that she had in completing thisupdate with Customer ServiceI told her that there was likely amiscommunication between her and the previous representative that shespoke with that led to the incorrect account being updated and assured herthat the account for [redacted] was now set up correctly on autopayIalso verified that no late payment charges have been applied and theservice is not at risk of being disconnected.Although we're aware of the high call volume that customers have recentlybeen experiencing and are making adjustments to mitigate that, I informedMs [redacted] that her customer service concerns would be forwarded to ourContact Center to analyzeI told her that I would make sure that herconcerns are heard.- I've forwarded Mrs [redacted] 's concerns to [redacted] in Customer ExperienceDelivery to ensure our Contact Center is aware of these problems.Ms [redacted] thanked me for my assistance and verified that she had nofurther questionsI told her that she can keep my contact informationfor the future in case she has any other issues as well.Customer concerns have been addressed.Complaint closed 09/20/
STATUS REPORT ONLY - 04/27/10:47:EST [redacted] N [redacted] (EN [redacted] ) [redacted] / [redacted] ST [redacted] MI 49201-7511SERVICE DATES: 11/7/14-CURRE4/I called [redacted] and reached a voicemailI left a messagewith my direct dial number and office hours for [redacted] to contact me andadvised that I will follow up once I have investigated further05/02/13:50:EST [redacted] N [redacted] (EN [redacted] )ACCOUNT INFORMATION:-First smart meter installed on 1/9/2017then it looks like on 2/5/ce exchanged due to the socket burning up themeter,Then changed again on 4/with notes that cust is going to replace theirmtr socket.11/07/11/17/211/18/12/16/97312/17/1/20/1,286.001/21/2/17/1,073.002/18/3/1...⇄ [redacted] N [redacted] (EN [redacted] )-Sent the account over to SE Daily Operations to see if the current meteris still experiencing any events and any other information they couldprovide-They were able to confirm that the following meters were on the home andthat the exchange was due to heat events being reported and the customersmeter socket needing to be replacedMeter #1: [redacted] (1/9/# 2/4/2018)Meter #2: [redacted] (2/5/# 4/1/2018)Meter #3: [redacted] (4/2/# current)-Despite the issues with the heat events, the usage is in line with thepast history for the location-Customer did speak with customer service regarding the opt out for thesmart meter program and requested the fees to be waivedWas advised thefees will not be waived and that she would be required to pay the $123.91plus the $per month-There was no request to opt out prior to installation and notificationwas sent that the smart meters would be installed
[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 offI took off the meter andfound the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four bladesIt appeared that there wasno tampering to the meter or socket itselfWith having multiple theftinvestigations and how high the bill is, I removed the meter with a readof and put a pie plate in socketI secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,for turn on = $13,UA/DA [redacted] + UAU +reconnection fee + security deposit + invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY: [redacted] returned my call @ AMHe states that he did sell the house to [redacted] and [redacted] ***.He states that they just happen to have the same last nameHe states theyare NOT family members and that he does NOT know who they areHe statesthat his son [redacted] is in the process of moving outHe 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 thispointOnce 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 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] or ***.Cannot place any connections between [redacted] or his fiancée [redacted] to [redacted] or [redacted] , or [redacted] via Facebook.06/28/14:57: [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 meIf 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 soonerWe were not evensure which date we would be getting occupancyI thought I was going tohave to file eviction papers to get the previous occupant to leaveTheseller's listed the home for sale while they still had a family memberliving there that I was not aware ofShortly after closing but beforewe got occupancy, occupancy was set for 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 aspossibleI really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soonIf 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 meHe 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/
01/04/10:34:EST [redacted] s [redacted] ( [redacted] ) [redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/10:35am spoke with Mr***, made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/12:36:EST [redacted] s [redacted] ( [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-mailBoth callswere reviewed and will be addressedThe supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has providedThank you[redacted] Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 12: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 centerI 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 utilitiesWe did hear the agent offer a free month#s serviceThatfree month would have been the following month of your serviceAs far asthe ten days is concerned, we do offer a 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 receivedI 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 cycleThank you, and let me know if you haveany further questions[redacted] Tech Assistant IIIC: ###-###-####Closed complaint 1/6/
10/13/13:18:EST [redacted] C [redacted] n (JC [redacted] )CUSTOMER INFORMATION [redacted] L [redacted] / [redacted] Dr [redacted] MI 49228-1073Dates of Service: 10/12/- PresentRELEVANT ACCOUNT INFORMATION- Ms [redacted] transferred service via our online web service on08/21/Although her prior account at [redacted] MI was successfully closed on 08/25/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/and 10/12/and spoke with atleast two customer services representatives that were unable to locate theaddress in our system with the information providedIt wasn't until shespoke with a representative on 10/12/at 12: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/[redacted] CUSTOMER CONTACT SUMMARY10/13/| 12:PM- I contacted Ms [redacted] at ###-###-#### to discuss the concerns sherecently submitted to the Revdex.comI 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 closedThe request to start service ather current address of [redacted] Dr was unsuccessful even though shereceived a confirmation numberI 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/and early on 10/12/The notes left on theaccount by those CSRs indicate they were unable to access the address inour system with the information providedMs [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:PM that was actually able to reconnect the service and start theaccount, two separate representatives indicated they were unable to locatethe accountI told her I would work with our Contact Center to reviewthose calls and ensure they were handled correctlyIf 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 futureIf 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 $as compensation which will beapplied to her energy charges until it's used upShe'll also see thatreflected on her next billMs [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 RESOLUTIONAddress why power was shut off and if without notice- The electric service was disconnected on 10/10/because the servicedid not have an active account holderThe morequest made on08/21/did not successfully process, even though Ms [redacted] receiveda confirmation numberWith 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 moandtake steps to prevent this from occurring in the futureAddress 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 informationI'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 issueDelays 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] requestedThis was not caused by an IDvalidation issue on her endAddress 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
01/03/14:55:EST [redacted] ( [redacted] ) [redacted] , [redacted] **, [redacted] ***Account Number: ***Dates of Service: Prior to June - Present [redacted] 1/3/- Assigned to: Gas Choice Customer [redacted] CUSTOMER CONTACT SUMMARY:1/3/2:pm- I called [redacted] at [redacted] and left a voicemail explaining I received the inquiry she placed with the Easter Revdex.com and have forwarded it to our Gas Choice departmentI let her know they will be following up with her within the next few business days.01/05/07:36:EST [redacted] ( [redacted] ) [redacted] SUMMARY OF RESOLUTION:1/4/18- I received the following information from [redacted] *n Gas Customer Choice:I called and left a message for [redacted] and she returned my callAfter looking into her situation we are going to waive the month crossover rule and allow her to enroll with Grand Rapids EnergyWe also discussed if she wants to switch suppliers in the future she should not cancel with the old supplier but to just sign up with the new supplierShe is aware that the rule is if you cancel with a gas supplier and return to the utility you must remain a user of the utility's natural gas commodity for months.- [redacted] also sent [redacted] the following email to [redacted] : [redacted] ,It was a pleasure speaking with you this afternoonHere are some additional Gas Customer Choice Program resources- This is a website that provides information for customers hosted by the Michigan Public Service Commission (our regulator): [redacted] This is Consumer Energy#s gas tariff which contains the rules that govern the programIf the link does not work correctly the GCC portion begins on page 135: [redacted] .Have a great day! [redacted] Gas Management Services - Gas Customer Choice [redacted] CUSTOMER CONCERNS TO BE ADDRESSED:Customer is now aware that if you cancel with a supplier and come back to CE that you are to stay for monthsIf you want to change suppliers you can but don't cancel with old supplier first just sign up with new supplierEmail was sent to customer with the above links to Gas Choice Customer information for future referenceCustomer was currently with CE but crossover rule was waived so that she can sign up with Grand Rapids Energy.Complaint closed 1-5-
02/17/10:46:EST [redacted] N [redacted] (EN [redacted] ) [redacted] /[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted] about the accountHe stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it yetHe stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed [redacted] had notedthe account with the following:User Notes [redacted] 01/24/11:36:39======================================================= [redacted] BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B ***, AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/14:01:42=======================================================final bill dispute between cust/cousinper mr [redacted] , cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's namemr awrfinal bill of $was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr [redacted] 's name from 12/3/to 2/14/and thetotal final bill was $He was upset with the process of notifyinghim and wanted his voice to be heard02/21/11:18:EST [redacted] N [redacted] (EN [redacted] )*CONTINUED FROM 2/17/CONVERSATION WITH MR [redacted] I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection informationI advised that we did try to reach out as did ourcollection agenciesOur collection process started in March and inJuly was turned over to the collection agency.Mr [redacted] appreciated the follow up and knows that his voice has beenheard in this matterWhile he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe timeIn addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the paymentIasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/Tell us why here
02/24/11:57:EST [redacted] A [redacted] (JA***)CUSTOMER INFORMATION: [redacted] J [redacted] CA# [redacted] MI 49288-9655Dates of service: 04/02/- present.RELEVANT ACCOUNT INFORMATION:- Electric smart meter installed 10/11/16.- Electric usage history for this address:Month 2018Jan 2213Feb 2061Mar 1410Apr 1483May 1054Jun 896Jul 943Aug 1023Sep 808Oct 921Nov 828Dec 1259CUSTOMER CONTACT SUMMARY:02/14/18: 1:PM - [redacted] Bcalled and spoke to [redacted] , discussinghis concerns.- Home is heated with propane and has some electric base board heat aswell.- Reviewed with him his Energy Use Details and discussed temperaturesduring the January billing cycle.- His usage does show some impact based on the temperature as well as theimpact that the electric heat has on his billCustomer understands thatthe electric heat will impact his usage but didn't think it would be soextreme.- Discussed the customer's concerns about the accuracy of the smart meteras he has seen it discussed on social media.SUMMARY OF RESOLUTION:- High bill: Customer is aware of the meter's accuracy and his usage is inline with previous usage at this location considering the extremely coldweather we experienced during the January billing period, and his use ofelectric baseboard heaters in the home
07/27/09:48: [redacted] I [redacted] ( [redacted] )------------------------------------------------------------------------ [redacted] - [redacted] Oxford, MI ------------------------------------------------------------------------On 07/20/I had email correspondence with *** [redacted] at [redacted] @gmail.comWhere Mr [redacted] was advised that the paymentextraction was not initiated by Consumers Energy and as a result theappropriate course of action would be to connect with his financialinstitution to have the funds returned and protect himself from anyadditional unauthorized transactions from occurring.On 7/21/at 3:PM I called ###-###-#### and left a voice message ona generic voicemail providing my phone number for contact.I received a returned voice message from [redacted] on 7/21/at4:PM advising he was at would and would be available to receive a callthe following day after noon.On 7/22/at 1:PM I called ###-###-#### and spoke with [redacted] I explained that I was the initial representative correspondingwith him by email, and I apologized as with the escalation I was made moreaware of how "cold" the information can come across in writingIexplained that we definitely understand the circumstance and want him tounderstand that the advisement to work with his financial institution isthe ideal course of action to best secure his funds moving forwardIadvised that If Consumers Energy were to find and refund the balance thatsomeone else provided us, it would offer him only a temporary fix, becausea refund by Consumers Energy would not take the financial information outof the unauthorized person's handsWhereas the financial institutionshould have steps in place to ensure the security of the state of theaccount; and if the concern is addressed through the bank, they should beable to retrieve the funds and re-secure his account by supplying a newaccount number.We discussed that I did receive authorization to have the fundselectronically reversed to his account, however we would still encouragethat he go to his bank to address the security of his account to preventthis from occurring againMr [redacted] indicated that with our emailcorrespondence he had already began the process with his bank and togetherwe decided that the funds would not be returned by Consumers Energy and hewould continue the process with his bankI advised Mr [redacted] that hecan reach out to me with any additional questions or concerns, and hethanked me for my follow up phone call.Complaint closed 7-22-2016Tell us why here
12/12/15:00:EST [redacted] A [redacted] (JA***)CUSTOMER INFORMATION: [redacted] A [redacted] CA# [redacted] SOUTHFIELD MI 48034-1557Dates of service: 11/01/- present.RELEVANT ACCOUNT INFORAMTION:- Previous customer at this address stopped service on 10/30/Servicewas then listed under "Current Occupant".- SAP shows that the customer requested a Move Out online on 10/30/Noevidence of a Move in requestI have sent an email to [redacted] askingfor her help.- Gas service was turned off at 10:on 12/07/17.- Move was completed by CSR in the contact center on 12/08/and an orderplaced to restore the customer's service asap.- Customer's gas service was restored at 9:am on 12/10/The orderwas assigned to a technician on 12/but it was not able to be completedthe same dayThe technician was pulled away at least once for a gasemergency.12/18/10:29:EST [redacted] A [redacted] (JA***)- I asked for assistance from our online technical team, asking them tolook into Ms [redacted] 's online requestsThey have found that she onlyrequested to Stop Service on 10/30/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 ServiceMs [redacted] only requested to Stop ServiceWhenstopping 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:PM - I called ###-###-#### and got voicemailI left amessage with my contact information, requesting a call back.12/15/17: 12:PM - I called ###-###-#### and got voicemailI left amessage with my contact information, requesting a call back.12/18/17: There has been no response to my voicemail messagesI amsending the following letter by mail and email to the customer forresolution:December 18, [redacted] A [redacted] **.Southfield, MI 48034-1557Account Number: ***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.comBecause 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 requestsThe 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 offBecause this letter had been sent and there was noresponse, the service was turned offThis 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 serviceWe ask that when a customer requests new service, that theycontact us - days prior to needing the service so that we canschedule a technician to turn on the serviceWhen you contacted us, ourschedule was already fullOur technicians also have to handle emergencygas leak calls which the state requires we must be respond to within 60minutesAs 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 installedAs a gesture of goodfaith, I have requested that a $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###-###-####***.***@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 $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:am on12/10/17.COMPLAINT CLOSED 12-18-
10/26/11:27:EST [redacted] A [redacted] (JA***) [redacted] CA# [redacted] #FRUITPORT MI 49415-9529Dates of service: 04/25/- present.10/26/12:05:EST [redacted] A [redacted] (JA***)I've sent an email to Smart Metering asking for assistance.12:pm - I called ###-###-#### and got voicemailI left a message withmy contact information, indicating that the concern has been received andwe will be in touch as soon as I'm able to obtain the necessaryinformation regarding his meter reads.Smart meter was installed here in 2013.10/31/09:49:EST [redacted] A [redacted] (JA***)I received the following from [redacted] with smart meters on 10/26:"I looked into this account (meter [redacted] ) and this is what I found:· Smart meter was installed June and looks like it wascutover September 2013.· Meter is on the SEOC troubled log as a stopped meterLastcommunication was July 2016, although daily reads stopped in April 2016.· From what I see in SAP, the customer did receive estimatedbills from May # August while their meter was cutover.· The meter was reversed back to manual reads on 8/17/Lookslike their September bill was estimated (not field read), but the read inOctober was an actual.· I would recommend this customer remain on manual reads.Looking back prior to their smart meter, the meter was consistently fieldread monthly for years"9:am - I called ###-###-#### and got voicemailI left a message withmy contact information, requesting a call back.10/31/14:23:EST [redacted] A [redacted] (JA***)There has been no response to my voicemail messagesI am sending thefollowing letter for closure:October 31, [redacted] **#105Fruitport, MI 49415-9529Account Number: ***Dear Mr [redacted] ,I#m pleased to let you know that we've received your concerns regardingyour estimated meter readings for [redacted] **#Fruitport, MI fromthe Michigan Agency for Energy (MAE formerly known as the MPSC)Becauseour customers are important to us, we've taken your concerns seriously andhave reviewed your account.The meter at your location is a Smart Meter and it stopped communicatingmeter reads to us in AprilBecause this is sometimes a temporarysituation, we had not assigned a meter reader to read the meter untilseveral months pass without a reading from the meterThis meter is nowon manual meter reads and the current billing is based on an actual meterreading.Your meter will continue to be manually read until we have determined theproblem with the remote readings and have a fix in placeOccasionally,due to things beyond our control such as weather, loose dog, or employeeabsence, we may not be able to obtain a reading, and for this we are verysorryWe have scheduled actual readings for this location going forward.I apologize, but at this time we are not able to grant your request for acomplimentary energy efficiency checkYour gas supplier may be able toprovide this for little or no cost to youWe don't have anyoneavailable in your area to provide this service because we do not supplygas service here.Our Budget plan figures are based on usage history for this location forthe last monthsBecause this would include usage from prior to yourtaking possession of the property, you may wish to wait until you've beenhere for a full year before enrollingOur current quote for the budgetplan at this location is $per monthPlease contact me or ourContact Center (###-###-####) if you would like to enroll.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully, [redacted] ***Customer Care Representative###-###-####Julie.***@cmsenergy.comCOMPLAINT CLOSED 10/31/16________________________________________________________________________...⇄ 0002TaskTask text MM [redacted] re-open MAE kplt 11-1-Status TSCO Planned start 11/01/14:13:Planned end 11/01/14:13:Completed on 11/01/by ________________________________________________________________________11/01/14...⇄ [redacted] M [redacted] (MM [redacted] )MM [redacted] re-open - for clarification of billing.________________________________________________________________________...⇄ 0003TaskTask text re-open Status TSCO Planned start 11/01/00:00:Planned end 11/01/00:00:Completed on 11/01/by ________________________________________________________________________11/01/14...⇄ [redacted] A [redacted] (JA***)I unfortunately have forgotten to include some important informationregarding the account and in the letter sent to the customer.Current account balance: $169.29Billing history:Billing date Due date Bill total10/13/11/04/169.2810/12/11/03/108.5108/26/09/19/243.8907/23/08/15/419.8506/...⇄ meter at this location was tested on 04/23/13, prior to installation,and was found to be 99.987% accurate.I am sending the following additional letter to the customer:November 1, [redacted] **#105Fruitport, MI 49415-9529Account Number: ***Dear Mr [redacted] ,I apologize for sending you an additional letter, however my previousletter did not include a few pieces of information that you may findhelpful.Because your current balance is the result of two months' worth ofcharges, please contact me if a payment arrangement is neededWe wouldbe happy to spread out your payments over a month period if you needadditional time to bring the account current.Also, when reviewing your energy usage here, I found nothing to indicate apossible problem with how accurately your meter is registering your energyusageFor your peace of mind, we would be happy to have your metertested to verify that it's working properlyPlease contact me if youwould like the meter tested.My apologies again for this additional letter and I hope that thisadditional information has resolved your concernsPlease let me know ifthere is anything further I can do to help you.Sincerely, [redacted] ***Customer Care Representative###-###-####Julie.***@cmsenergy.comEND UPDATETell us why here
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear I just checked my voicemail to see if the icon just never showed up but that is not the caseThey have not once left me a message or even tried to call me backThey are spewing lies and I have phone records which prove these statements they issued are liesAlso they are not resolving this issue one bitThey say they will change their policy but that is no good as they have already invaded the privacy of our homesAlso 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 programHow 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 moreThis 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 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]
STATUS REPORT FOR CUSTOMER ONLY Still waiting on additional information to provide closure.09/11/12:24:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] / [redacted] / [redacted] SHELBY TOWNSHIPDates of Service: 02/25/- 02/04/[redacted] / [redacted] / [redacted] STERLING HEIGHTSDates of Service: 07/14/- 12/14/[redacted] / [redacted] / [redacted] ROCHESTERDates of Service: 06/23/- Present09/11/12:25:EST [redacted] W [redacted] (BW [redacted] )RELEVANT ACCOUNT INFORMATION- 07/20/- Balance Transfer of $from Account # [redacted] to# [redacted] 451- 12/04/- Gas service Sealed for Non-Pay under Mr***'name( [redacted] **)- 12/14/- Service was automatically removed out of Mr***' name( [redacted] **) due to Seal for Non-Pay- 02/07/- LLD requested gas service to be turned on at [redacted] Dr and placed into their name- I do not see notes or payments to any accounts regarding the LLD takingresponsibility for Mr***' remaining account balance at [redacted] **- There are no notes on Mr***' or the LLD's accounts saying anythingabout the LLD paying off Mr***' balance- 06/24/- Balance Transfer of $from Account # [redacted] to# [redacted] 634- Dunning History (Active account 2nd St)Date Action08/24/Turn-Off Notice08/29/Mid-Cycle Call - Completed09/01/Intent to Disconnect09/07/Sealed for Non-Pay09/11/13:36:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER CONTACT SUMMARY- I briefly spoke with Mr [redacted] on 09/11/at 1:PM- He asked that I call back as he was going into a meeting shortly- I let him know I could call tomorrow and he said that would be fine09/19/13:15:EST [redacted] W [redacted] (BW [redacted] )- I spoke with Mr [redacted] on 09/19/at approx1:PM- I informed him that I didn't show any payments to his account where thelandlord paid off his balance- There aren't any notes on the accounts- I informed him that I would reach out to the [redacted] (apartmentmanager)- I left a message for [redacted] on 09/19/at approximately 1:45PM, at phone number ###-###-####____________________________________________________________________...⇄ Mr [redacted] on 09/11/at 1:PM- He asked that I call back as he was going into a meeting shortly- I let him know I could call tomorrow and he said that would be fine09/19/13:15:EST [redacted] W [redacted] (BW [redacted] )- I spoke with Mr [redacted] on 09/19/at approx1:PM- I informed him that I didn't show any payments to his account where thelandlord paid off his balance- There aren't any notes on the accounts- I informed him that I would reach out to the [redacted] (apartmentmanager)- I left a message for [redacted] on 09/19/at approximately 1:45PM, at phone number ###-###-####
11/03/12:37:EST [redacted] W [redacted] (BW [redacted] )PEGGY S [redacted] / / [redacted] Dates of Service: 05/16/- Present11/03/13:33:EST [redacted] W [redacted] (BW [redacted] )I left a message for Ms [redacted] on 11/03/at 1:PM, at phone number###-###-####.11/04/11:37:EST *** W [redacted] (BW [redacted] )I spoke with Ms [redacted] on 11/04/at 11:AMI apologized for theissues she's experiencing and let her know that our eServices team isfollowing up to fix the issue.I let her know her total balance is only $185.94, at this time.She told me she setup an Installment Plan (IP) because she didn't know howshe was concerned after receiving a bill this largeI suggested that Iremove the IP and place a hold on her accountThis way her account won'tshow that she owes so much money.She was relieved to hear that she didn't have to pay the $balance.Then I verified her login ID for her eServicesI reset her password andprovided the temporary password to herI suggested that she wait untiltomorrow to make any payment on the account so the system can perform itsnightly download and the account will reflect the accurate amount owing.I let her know I would get in contact with our eServices department toobtain further insight as to what caused thisI will also call her backnext week to verify everything has been corrected.She thanked me for my time.11/04/13:18:EST [redacted] W [redacted] (BW [redacted] )This complaint has been assigned to [redacted] ***.11/08/14:14:EST [redacted] W [redacted] (BW [redacted] )I sent a request for a resolution to [redacted] and [redacted] on themorning of 11/08/2016.11/08/15:55:EST [redacted] W [redacted] (BW [redacted] )This one had to go to IT, but here#s their response is below (we did voicethe wrong amount, but it was corrected shortly after she calledItturned into being a timing issue):An eBill reversal was going on at the time the customer called in and justhappened to call in at the right moment.I sent an email to Ms [redacted] on 11/08/2016, to email address [redacted] @yahoo.com:Good afternoon Ms***,I#m writing this email as a follto our conversation we had regardingyour Michigan Agency for Energy inquiry.I received information back regarding the balance you were provided overour automated systemAt the time you called in we were in the middle ofreversing your eBillsYou happened to call in between the time wecanceled the eBills and the time we regenerated themBecause of this, itappeared to the billing system you owed more than you didThis is whyyou received information stating you owed a larger balance than you did.As of today, your total balance is $0.00.If you have further questions, please reply to this emailYou may alsogive me a call; here's my direct line, ###-###-####.Thank you for your patience while we sorted this outHave a great day.Thank you, [redacted] , Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####brian[redacted] @cmsenergy.com | www.ConsumersEnergy.comcc Michigan Agency for EnergyMAE Complaint Closed 11/8/16Tell us why here
02/06/11:56:EST [redacted] ( [redacted] ) [redacted] / [redacted] Service dates 12/02/to PresentCalled [redacted] at 630-520-3033, got voicemailLeft message with my contact info on it and will call her back tomorrow 02/7/18.02/06/12:17:EST *** [redacted] ( [redacted] )Meter Read & consumption12/05/17-12/21/Actual 1218kwh12/22/17-01/25/Actual 2255kwh01/25/18-02/06/Actual 345kwh12:17pm [redacted] returned my call, we went over her usage and I looked at previous electric usage hereHer current bill has usage of approximately 700kwh more than the highest bill here in the past [redacted] stated she has boiler heat but also has a baseboard heater in her upstairs loft areaThis has been set at approximately degreesShe went on to say that she recently shut it off and has been leaving her boiler temp set at 63-She had been advised by customer service to turn it down to I explained that would be incorrect given that the furnace is older and it isn't as efficient as current day boilersIt would take her longer and use more gas to heat her home that wayShe did have the furnace inspected and they said it is running greatWe went back to discussing her electric usage and that I am going to try to ping (get a read) from her meterI couldn't get my system to do it so I a co-worker do it for me and we obtained a read of which shows 348kwh more used since 01/25/I also explained to her that she can verify this read when she gets home by looking at her meterThis equates to an average of 31.63kwh compared to the 64kwh per day she was using prior to shutting the baseboard heat downI reiterated that this was an average and that the usage was probably higher before she shut it off and could be lower now that she has it offShe was happy to hear thisWe discussed the bill itself and her ability to pay itI explained that I am happy to work with her on itI asked her to check her finances and see what she can pay on 02/20/and I will spread the rest out for herWhile the bill is currently high she is happy to know that she found the cause and that we will work with her on the billI apologized for any incorrect or inadequate info given to her by customer service and asked her to call me direct if she has further questions and to call by 02/20/if she needs additional time for paymentShe thanked me for speaking to her and helping herShe had no further questions.CLOSED Revdex.com 2-6-
03/09/14:53: [redacted] N [redacted] S ( [redacted] ) [redacted] ***[redacted] ***, [redacted] MI 48642-7731Dates of service: 11/08/to present.CUSTOMER INQUIRY OPENED AS OF 03/09/16.03/09/15:35: [redacted] N [redacted] S ( [redacted] )Assigning to: [redacted] [redacted] + cc: [redacted] 03/09/- Wednesday at 3:pm - attempted a phone call to [redacted] atphone number ###-###-#### - there line rang several times and there was novoicemail option.03/10/18:02: [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 surveyOne was at this addressI 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 hours for a relight order[redacted] called us to schedule the relight order on 03/09/at 10:am.The technician who performed the turn on/relight order arrived for therelight at 2:pmI contacted the technician who performed the light upto see what she found upon arrivalShe stated that is appears a gasdistribution crew replaced the riser for this addressIn replacing theriser, the customer#s gas was turned off and the tag was left on the doorand nobody was home when the meter was replacedBecause 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 safetyIf 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 explosionhazardMs [redacted] understood this and was satisfied with the explanationof what happenedShe had no further questions or concerns at this time.CLOSING CUSTOMER INQUIRY AS OF 03/10/
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below I would like a process change so this is not allowed to happen to other customers over the weekendYou 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] ***
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: As nothing changed in the household for those months and the values of electric use fall well outside the values ever demonstrated by myself, the current home owner, compensation will need to be provided regardless of the electric meter readingI have allowed the current delay by Consumer's (allowing them to come check my meter) because of the possibility my meter was incorrect since it was replaced and additional compensation, on top of what should be coming due to the overcharge from June to December of 2016, is warranted Regards, [redacted]
09/19/13:37: [redacted] C [redacted] (JCJOHNSO) [redacted] / [redacted] MI 49461-9753Dates of Service: Prior to July - PresentI contacted Mrs [redacted] at 231-766-on 09/19/at 1:PM todiscuss the inquiry that she submitted to the Revdex.comregarding her credit card and autopay information and reached hervoicemailI left a message with my contact information as well as thereason for my call and asked that she call me when she was available todiscuss this further.09/22/16:10: [redacted] C [redacted] (JCJOHNSO)Mrs [redacted] contacted me back on 09/20/at 6:PM to discuss theproblems that she's having with her eServices account and automaticpaymentI found that her online account had not been accessed since weupdated our system in March 2015, so we would need to manually reset herpassword, which was completed.Once she had access to the account, I walked her through the process ofupdating her card information and re-enrolling in recurring card payments.After we completed that, I informed her that her balance of $wouldbe pulled at midnight and her payments from there would be automaticallypulled when the bill is generated.- Mrs [redacted] was successfully enrolled in recurring card payments withher updated card information.I apologized to her for the difficulty that she had in completing thisupdate with Customer ServiceI told her that there was likely amiscommunication between her and the previous representative that shespoke with that led to the incorrect account being updated and assured herthat the account for [redacted] was now set up correctly on autopayIalso verified that no late payment charges have been applied and theservice is not at risk of being disconnected.Although we're aware of the high call volume that customers have recentlybeen experiencing and are making adjustments to mitigate that, I informedMs [redacted] that her customer service concerns would be forwarded to ourContact Center to analyzeI told her that I would make sure that herconcerns are heard.- I've forwarded Mrs [redacted] 's concerns to [redacted] in Customer ExperienceDelivery to ensure our Contact Center is aware of these problems.Ms [redacted] thanked me for my assistance and verified that she had nofurther questionsI told her that she can keep my contact informationfor the future in case she has any other issues as well.Customer concerns have been addressed.Complaint closed 09/20/
STATUS REPORT ONLY - 04/27/10:47:EST [redacted] N [redacted] (EN [redacted] ) [redacted] / [redacted] ST [redacted] MI 49201-7511SERVICE DATES: 11/7/14-CURRE4/I called [redacted] and reached a voicemailI left a messagewith my direct dial number and office hours for [redacted] to contact me andadvised that I will follow up once I have investigated further05/02/13:50:EST [redacted] N [redacted] (EN [redacted] )ACCOUNT INFORMATION:-First smart meter installed on 1/9/2017then it looks like on 2/5/ce exchanged due to the socket burning up themeter,Then changed again on 4/with notes that cust is going to replace theirmtr socket.11/07/11/17/211/18/12/16/97312/17/1/20/1,286.001/21/2/17/1,073.002/18/3/1...⇄ [redacted] N [redacted] (EN [redacted] )-Sent the account over to SE Daily Operations to see if the current meteris still experiencing any events and any other information they couldprovide-They were able to confirm that the following meters were on the home andthat the exchange was due to heat events being reported and the customersmeter socket needing to be replacedMeter #1: [redacted] (1/9/# 2/4/2018)Meter #2: [redacted] (2/5/# 4/1/2018)Meter #3: [redacted] (4/2/# current)-Despite the issues with the heat events, the usage is in line with thepast history for the location-Customer did speak with customer service regarding the opt out for thesmart meter program and requested the fees to be waivedWas advised thefees will not be waived and that she would be required to pay the $123.91plus the $per month-There was no request to opt out prior to installation and notificationwas sent that the smart meters would be installed
[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 offI took off the meter andfound the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four bladesIt appeared that there wasno tampering to the meter or socket itselfWith having multiple theftinvestigations and how high the bill is, I removed the meter with a readof and put a pie plate in socketI secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,for turn on = $13,UA/DA [redacted] + UAU +reconnection fee + security deposit + invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY: [redacted] returned my call @ AMHe states that he did sell the house to [redacted] and [redacted] ***.He states that they just happen to have the same last nameHe states theyare NOT family members and that he does NOT know who they areHe statesthat his son [redacted] is in the process of moving outHe 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 thispointOnce 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 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] or ***.Cannot place any connections between [redacted] or his fiancée [redacted] to [redacted] or [redacted] , or [redacted] via Facebook.06/28/14:57: [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 meIf 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 soonerWe were not evensure which date we would be getting occupancyI thought I was going tohave to file eviction papers to get the previous occupant to leaveTheseller's listed the home for sale while they still had a family memberliving there that I was not aware ofShortly after closing but beforewe got occupancy, occupancy was set for 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 aspossibleI really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soonIf 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 meHe 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/
01/04/10:34:EST [redacted] s [redacted] ( [redacted] ) [redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/10:35am spoke with Mr***, made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/12:36:EST [redacted] s [redacted] ( [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-mailBoth callswere reviewed and will be addressedThe supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has providedThank you[redacted] Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 12: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 centerI 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 utilitiesWe did hear the agent offer a free month#s serviceThatfree month would have been the following month of your serviceAs far asthe ten days is concerned, we do offer a 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 receivedI 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 cycleThank you, and let me know if you haveany further questions[redacted] Tech Assistant IIIC: ###-###-####Closed complaint 1/6/
10/13/13:18:EST [redacted] C [redacted] n (JC [redacted] )CUSTOMER INFORMATION [redacted] L [redacted] / [redacted] Dr [redacted] MI 49228-1073Dates of Service: 10/12/- PresentRELEVANT ACCOUNT INFORMATION- Ms [redacted] transferred service via our online web service on08/21/Although her prior account at [redacted] MI was successfully closed on 08/25/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/and 10/12/and spoke with atleast two customer services representatives that were unable to locate theaddress in our system with the information providedIt wasn't until shespoke with a representative on 10/12/at 12: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/[redacted] CUSTOMER CONTACT SUMMARY10/13/| 12:PM- I contacted Ms [redacted] at ###-###-#### to discuss the concerns sherecently submitted to the Revdex.comI 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 closedThe request to start service ather current address of [redacted] Dr was unsuccessful even though shereceived a confirmation numberI 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/and early on 10/12/The notes left on theaccount by those CSRs indicate they were unable to access the address inour system with the information providedMs [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:PM that was actually able to reconnect the service and start theaccount, two separate representatives indicated they were unable to locatethe accountI told her I would work with our Contact Center to reviewthose calls and ensure they were handled correctlyIf 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 futureIf 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 $as compensation which will beapplied to her energy charges until it's used upShe'll also see thatreflected on her next billMs [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 RESOLUTIONAddress why power was shut off and if without notice- The electric service was disconnected on 10/10/because the servicedid not have an active account holderThe morequest made on08/21/did not successfully process, even though Ms [redacted] receiveda confirmation numberWith 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 moandtake steps to prevent this from occurring in the futureAddress 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 informationI'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 issueDelays 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] requestedThis was not caused by an IDvalidation issue on her endAddress 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
01/03/14:55:EST [redacted] ( [redacted] ) [redacted] , [redacted] **, [redacted] ***Account Number: ***Dates of Service: Prior to June - Present [redacted] 1/3/- Assigned to: Gas Choice Customer [redacted] CUSTOMER CONTACT SUMMARY:1/3/2:pm- I called [redacted] at [redacted] and left a voicemail explaining I received the inquiry she placed with the Easter Revdex.com and have forwarded it to our Gas Choice departmentI let her know they will be following up with her within the next few business days.01/05/07:36:EST [redacted] ( [redacted] ) [redacted] SUMMARY OF RESOLUTION:1/4/18- I received the following information from [redacted] *n Gas Customer Choice:I called and left a message for [redacted] and she returned my callAfter looking into her situation we are going to waive the month crossover rule and allow her to enroll with Grand Rapids EnergyWe also discussed if she wants to switch suppliers in the future she should not cancel with the old supplier but to just sign up with the new supplierShe is aware that the rule is if you cancel with a gas supplier and return to the utility you must remain a user of the utility's natural gas commodity for months.- [redacted] also sent [redacted] the following email to [redacted] : [redacted] ,It was a pleasure speaking with you this afternoonHere are some additional Gas Customer Choice Program resources- This is a website that provides information for customers hosted by the Michigan Public Service Commission (our regulator): [redacted] This is Consumer Energy#s gas tariff which contains the rules that govern the programIf the link does not work correctly the GCC portion begins on page 135: [redacted] .Have a great day! [redacted] Gas Management Services - Gas Customer Choice [redacted] CUSTOMER CONCERNS TO BE ADDRESSED:Customer is now aware that if you cancel with a supplier and come back to CE that you are to stay for monthsIf you want to change suppliers you can but don't cancel with old supplier first just sign up with new supplierEmail was sent to customer with the above links to Gas Choice Customer information for future referenceCustomer was currently with CE but crossover rule was waived so that she can sign up with Grand Rapids Energy.Complaint closed 1-5-
02/17/10:46:EST [redacted] N [redacted] (EN [redacted] ) [redacted] /[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted] about the accountHe stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it yetHe stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed [redacted] had notedthe account with the following:User Notes [redacted] 01/24/11:36:39======================================================= [redacted] BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B ***, AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/14:01:42=======================================================final bill dispute between cust/cousinper mr [redacted] , cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's namemr awrfinal bill of $was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr [redacted] 's name from 12/3/to 2/14/and thetotal final bill was $He was upset with the process of notifyinghim and wanted his voice to be heard02/21/11:18:EST [redacted] N [redacted] (EN [redacted] )*CONTINUED FROM 2/17/CONVERSATION WITH MR [redacted] I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection informationI advised that we did try to reach out as did ourcollection agenciesOur collection process started in March and inJuly was turned over to the collection agency.Mr [redacted] appreciated the follow up and knows that his voice has beenheard in this matterWhile he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe timeIn addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the paymentIasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/Tell us why here