05/10/15:34:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] / ***[redacted] MI 49464-9553Dates of Service: Prior to May - Present [redacted] RELEVANT ACCOUNT INFORMATION:Current Balance: $491.73***Month Electric Usage History04/29/05/28/44705/29/06/28/ 93606/29/07/28/1,20107/29/08/26/1,07508/27/09/27/92209/28/10/26/37810/27/11/29/5...⇄ New meter installed 9/23/and the meter tested at 100.05% accurateprior to installation.- Usage increased beginning 12/25/and has stayed at a higher rangesince that date[redacted] CUSTOMER CONTACT SUMMARY:5/10/3:pm- I called [redacted] at ###-###-#### but was unable to leave avoicemail.05/11/12:00:EST [redacted] J [redacted] (DJ [redacted] )5/11/12:pm- I called Ms [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry she placed with the Revdex.com andasked that she return my call at her earliest convenience to go over herconcernsI also left my call back number.05/14/15:58:EST [redacted] J [redacted] (DJ [redacted] )5/14/4:pm- I called Ms [redacted] at ###-###-#### and left a 2nd voicemail asking herto return my call to go over her concernsI also left my call backnumber again.- Ms [redacted] returned my call within the next few minutes and we spokeabout her usage concernsI let her know that we had replaced her meterin September and that their usage had been in the same range withboth the old and new meters until 12/25/when the usage went up and hasstayed over kwh per day.- Ms [redacted] let me know that in they replaced all of their windowsand in they replaced their stove, refrigerator, microwave andfreezerShe told me that nothing had changed in their home so they don'tknow why their usage went upI asked if they have had problems with anyof their appliances such as the furnace or water heater and she said no.- I explained to her that we no longer use analog meters so we wouldn't beable to put one of those back on the house but I could have the currentmeter tested to insure that it is recording their usage accuratelyIhave scheduled that for Thursdays 5/17/from 9:00-12:pm and she isgoing to witness the testShe is aware that I will call her back after Ihave the results from the meter test.05/17/14:41:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] 5/17/- Meter tested at 99.68% accurateCustomer was able to witnessthe test[redacted] 5/17/2:pm- I called Ms [redacted] at ###-###-#### and went over the meter testresultsI confirmed that she had been able to witness the meter test andshe told me she had and that she was aware the meter tested accurate at99.68%I explained because the meter tested accurate it shows the amountthey were billed is accurate and she said she was aware of that as well.Ms [redacted] is not interested in opting out of the smart meterShethanked me for following up and ended the call[redacted] SUMMARY OF RESOLUTION:5/17/18- New meter was installed at the home on 9/23/and the usage had been inthe same range with both the old and new meters until 12/25/when itincreasedUsage has stayed higher since that dateCustomer wanted themeter tested and that was completed on 5/17/The meter tested at99.68% accurate and the customer was able to witness the test and spokewith the technicianMs [redacted] is aware that we no longer use analogmeters so would not be able to place one on their homeShe is also notinterested in opting out of the smart meter[redacted] CUSTOMER CONCERNS TO BE ADDRESSED:New meter was installed in September The usage was in the samerange with both the old and new meters until 12/25/when it increasedMeter was tested at the customer's request and it tested at 99.68%accurate 5/17/Customer is aware that we no longer use analog meters and doesn't wantto opt out of the smart energy program.Complaint closed 5/17/
[redacted] Ave, Warren MI 48091-Account number: [redacted] Dates of service: 02/07/to 03/23/ CUSTOMER INQUIRY OPENED AS OF 09/06/ 09/08/12:23:EST [redacted] N [redacted] ( [redacted] ) RELEVANT ACCOUNT INFORMATION: - 02/07/- Move in requested by [redacted] - 03/04/- ASP repair ordered by [redacted] , our contractor replaced the water pump on 03/05/ - 03/09/- Gas leak investigation order called in by Autumn Saro, gas leak found on main floor, dryer connector and pilot on water heater The meter was turned off and danger-tagged -03/24/- Contract was force-ended as of 03/23/when [redacted] called us to start service in his name -BILLING DATES: - 02/07/- 02/28/- billed for actual use of mcf in the amount of $ Payment of $on 03/05/took the remaining balance to $ -03/01/- 03/23/- billed for mcf in the amount of $ Final bill balance was $ - Final bill reminders sent: -05/06/- Final bill reminder call - call not completed -05/16/- Final bill notice sent - 05/30/- Reminder notice mailed ( 08/19/- Released to collection agency) CUSTOMER CONTACT SUMMARY: 09/06/-1:pm - spoke with Mr [redacted] at phone number ###-###-#### about his concerns: -He stated that he did live at this address, but doesn't remember the specific dates that he lived here Mr [redacted] said it was a roommate situation, and not a good one - We went over the details of my investigation (above) and he said he feels like he moved out of that address at the end of February He doesn't have a lease agreement or any proof of this - In light of customer service, I agreed to credit the account for the use after 03/01/14, and he felt this was fair - Mr [redacted] stated his main concern was setting up a new account at his new address I started account number [redacted] at [redacted] ***, Warren The order was scheduled for 09/07/between am and pm I assured the customer that I would check with our scheduler to see if we could reschedule the order for today - I agreed to set up an installment plan for $balance left over from his previous account He has children in the home, and the service was turned off I placed a reconnect order for the gas service to be completed the same day and asked what arrangements he was looking for on the owing balance - Mr [redacted] was happy with the resolution 09/06/- 1:pm - called [redacted] (dispatcher) - who pulled the order ahead for today 09/06/- 1:pm - reached back out to the customer to confirm that we will try to get this order completed today He was happy with this 09/06/- 3:pm - order was completed and service turned on SUBMITTED COMPLAINTS RESOLUTION CREDIT REQUEST FOR $ 09/07/- Credit requested posted to the account 09/08/- 10:am - spoke with [redacted] to follow up on his resolution -He was happy that we were able to turn his gas on at his new home on the same day he requested service with us - I confirmed that the credit of $has posted to the account - He didn't confirm what days he wanted to set up his payments of $to pay off the back balance that was transferred over ($total), but said he would pay the $amounts with his monthly bill - I have placed an interest lock on his account to prevent late payment charges and noted that we have this arrangement set up He understands that he will not get any late payment charges, and confirmed that he will be paying the $per month on time and in full with his regular monthly bill (this was because he was not able to confirm a date every month he would be paying the $10.00) - He was satisfied with this arrangement and appreciated the follow up phone call - I confirmed that he has my direct phone number in case of any questions in the future SUMMARY OF RESOLUTION: - (Date customer closed out account) - The customer never contacted us to close his account according to our records The account was closed automatically when a new party called us to start service Mr [redacted] was also unable to verify the date he moved out- (Was final bill paid) - no, final bill was not paid In light of customer service, agreed to credit the account for 03/01/to 03/23/ 09/14/18:38:EST [redacted] N [redacted] ( [redacted] ) Tell us why here
03/30/15:43:EST [redacted] J [redacted] (DJ [redacted] )Account number [redacted] MI 48328Dates of Service: July 26, - PresentI have remarked the account[redacted] 3/30/- Assigned to: [redacted] , Gas Operations [redacted] 3/30/- At 3:pm I called [redacted] at ###-###-#### and let him know thatI had received the inquiry he placed with the Eastern Better BusinessBureau and have forwarded it to the gas field leader in the areaIexplained that they would be following up with him within the next fewbusiness days.03/31/16:01:EST [redacted] J [redacted] (DJ [redacted] )3/31/- I received the following information from Gas Field Leader, [redacted] ***:I called Mr [redacted] at 5:pm on 3/30/I addressed the customer'sconcern with having his meter shut off for an exchange and not having arelight until 11:am the next dayI explained to the customer we werecalled out to his condo complex by another residentDuring our leakinvestigation the service tech discovered his meter was weeping gasthrough the regulatorThis is an immediate action leak and the metermust be exchangedWith this being a condo complex and one main door toget in he tagged the main doorMr [redacted] was upset he was transferredto several departments when calling in for his relight and I apologized tohim for that.Once Mr [redacted] understood why we turned his gas off he was ok with theresolutionI apologized for the inconvenience and offered him a $50.00bill credit as he had to take the day off to wait for his relight becausehis year old father was in the home and he had to keep him warm untilwe arrivedI let him know that we had a tech there as soon as one wasavailable in his area.Final Resolution with [redacted] March 30, 2017Mr [redacted] satisfied with resolutionTell us why here
10/27/11:26:EST [redacted] N [redacted] (EN [redacted] ) [redacted] M [redacted] / [redacted] Dr [redacted] MI 49009-4107SERVICE DATES: 2/12/13-CURRENT-Assigned to [redacted] , [redacted] , [redacted] , [redacted] , [redacted] and [redacted] , inquiry is due on 11/1/1711/01/13:35: EST [redacted] N [redacted] (EN [redacted] )CUSTOMER CONTACTS: [redacted] reached out to the customer on the following dates:10/9:30am @ ###-###-####Left voicemail with my contactinformation10/1:50pm @ ###-###-####Left voicemail11/10:38am @ ###-###-####Left voicemail11/11:25, email (attached) to w [redacted] @gmail.com-Since he was unable to reach Mr [redacted] , the following email was sent toaddress his concerns:Mr [redacted] ,My name is [redacted] and I am the Program Manager for the Peak Time ofUse programs at Consumers EnergyI#m writing in hopes of addressing theissue you raised regarding your ineligibility for these programs due toyour participation in our Budget Plan programWhile I#m sad to say thatwe are unable to enroll your account into a time of use (TOU) rate whileyou are on budget plan, I do [redacted] to explain why as well as provide anoverview of the options you have available for participation in these orother money saving programs.As mentioned, we#re currently unable to sup [redacted] customers participating inboth Budget Plan and a TOU rate simultaneouslyI sincerely apologize forthe inconvenience as we know this would be a valuable and popularenhancement to our program, but unfortunately our Budget Plan is unable toaccommodate TOU rates at this timeOur current Budget Plan is built toaccurately forecast your costs across the entire year and convert thoseinto flat monthly paymentsThen, at the end of the year you receive a#true-up# bill or credit based on how much your payments over the yearwere more or less than the actual cost of the energy you used all yearlongSince the methodology used in our Budget Plan can accuratelyforecast your total annual cost, these #true-up# charges or credits arekept as small as possiblePut simply, our existing Budget Plan is bad atpredicting costs for customers when they switch to Time of Use rates asthere are several new variables it needs to consider, such as when you useyour energy and how much you will change behavior after switching to thenew ratesThe end result is customers who participate in bothsimultaneously receiving very large #true ups# at the end of the year,which could be in the form of a high, surprise billIn order to preventthat poor experience, we restrict participation in these programs torequire customers to be on one or the other currentlyWe are working toenhance our budget plan to resolve the issue, however, so we do expect tobe able to remove that restriction in the future.In the meantime, there are a few different pricing options available toyou to help you see lower billsFor enrolling in either of these optionsyou will also receive a $gift card:If you leave the Budget Plan- you would then be eligible foreither of our Time of Use ratesBased on your actual energy use over thelast year, you would have saved about $over the last year if you hadbeen on one of these ratesIf you can shift your energy use to cheaperperiods of time, like nights and weekends, after enrolling then you couldexpect to save more than that, but that $estimate should represent yourminimum savings on the rateWithout leaving Budget Plan- You are eligible for our ACCycling program, which would provide you with $in monthly billcredits through summer, or $per yearParticipation in this programrequires that you allow Consumers Energy to install an AC cycling deviceon your Central Air Conditioner which would reduce your units run time by50% during #cycling events#, which occur up to days through summer,usually on the hottest daysThis will typically cause the temperature inyour home to rise by a few degrees, depending on how well insula [redacted] yourhome is and how powerful your AC unit is.Energy Efficiency- in addition to different pricing options, ConsumersEnergy offers a variety of ways to help you save energy and money throughour Energy Efficiency programsIf you are interested, I would be happy toget you more information on these offerings and to find those which wouldwork for you.I apologize again for the inconvenience of not being able to participatein our Time of Use rates while on the Budget PlanI [redacted] this providesyou with some insight as to why and the assurance that we are working toenable that choice for all customers! In the meantime, if you have anyfurther questions, concerns or I can assist you in any way, please don#thesitate to reply to this email or to reach me at the phone number below.Thank you, and have a great and safe day! [redacted] ***
06/16/12:41:EST [redacted] W [redacted] ( [redacted] ) [redacted] L [redacted] / / [redacted] Service Requested: 06/09/2017I provided this inquiry to the Fraud Supervisor PO Box, [redacted] , and [redacted] .06/16/14:41:EST [redacted] W [redacted] ( [redacted] )The electric service was Sealed for Non-Payment in Ms [redacted] name.Dunning HistoryDate Action05/18/Turn-Off Notice05/23/Mid-Cycle Call - Completed05/26/Intent to Disconnect06/01/Sealed for Non-PayI received information from Mary Schember on 06/16/2017:I received a request of service from [redacted] ***She provided her ID,SS card, and a lease agreement dated 6/12/for herself and [redacted] from landlord [redacted] ***[redacted] is the previous BP, and owes from this address.I verified per BS&A that [redacted] is the owner of this property.I found connections between ***, [redacted] and [redacted] per social media.My supervisor noted the account on 6/15/with the following: [redacted] is aware her balance has to be paid to place service into [redacted] ***'s nameMs [redacted] states she is living in [redacted] , has notproof of residencyStates she will follwith legal documentation.I received a call from [redacted] Hewittt on 6/15/I advised him that permy supervisor#s note, [redacted] is aware of what is needed for services to berestored and approval of services for a tenant at this address.I have not received any additional information or contact from anyone.I pulled an Experian Report for [redacted] and I cannot place her at [redacted] S [redacted] Rd [redacted] while service was in Ms [redacted] nameMs.***'s ID was issued of March It shows her permanent address in [redacted] .Based off the information provided by all parties, I will be placingservice into Ms***'s name, with her permission and restoring theelectric service.I spoke with Mr [redacted] on 06/16/at approximately 2:PM(phone number ###-###-####)I informed him that in order to placeservice into Ms***'s name, I must speak with her.He provided me with her cell number to call before 4:PM (###-###-####).I left a message for Ms [redacted] on 06/16/at 2:PM, at phone number###-###-####.06/16/16:15:EST [redacted] W [redacted] ( [redacted] )I called Ms [redacted] back at 4:PMI informed her after my investigationI can place service into her name at [redacted] .She informed me that she was looking into the possibility of moving into adifferent home and would call me back Monday to let me know.I verified Ms [redacted] has my phone number.06/19/09:09:EST [redacted] W [redacted] ( [redacted] )Ms [redacted] called over the weekend and let me know she's interested instarting services.I left her a message on 06/19/at 9:AM, at phone number###-###-####.06/19/09:44:EST [redacted] W [redacted] ( [redacted] )Ms [redacted] called back at approximately 9:AM.I placed service into her name at the original address she made thecomplaint about, [redacted] .We placed the remote reconnection order for today at 1:PM, to give hertime to have the breakers turned off.Ms [redacted] was happy with the outcome and told me that her concerns weresatisfied.MAE Complaint closed 06/19/
01/19/16:06:EST [redacted] ( [redacted] ) [redacted] / [redacted] 1/19/Called and left a voicemail for Mr [redacted] 01/20/09:59:EST [redacted] ( [redacted] )1/20/Called and left a voicemail for Mr [redacted] 01/24/08:29:EST [redacted] ( [redacted] )I have not been able to reach Mr [redacted] by phone, I was not sure exactlywhat his meter concerns wereThe recent change was the installation ofhis smart meter, therefore I addressed the testing of the smart meter andalso provided the history for his consumption.I sent the following letter for closure.January 24, [redacted] Account Number: ***Dear Mr [redacted] ,This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your Consumers Energy account.Unfortunately, I have not been able to reach you by telephone.First let me start by apologizing for any frustrations or inconveniencesyou may have experienced with Consumers Energy.I have reviewed your account, and our records show your gas meter wasinstalled in and your new smart meter was installed November 23,Prior to installation the smart meter serving your home was testedfor accuracy and the meter tested within the *Michigan Public ServiceCommission guidelines at 100%.I have compared your electric and gas consumption to your prior historyand your current billing consumption is in line with your homes potentialuse.Dates of Service MCF kWh Billed12/9/1/11/ $166.3712/10/1/13/ $124.4412/7/1/9/ $167.8912/10/1/10/ $213.5612/9/1/10/ $192.1412/8/1/9/ $192.41I would be happy to further discuss your billing or meter concernsPleasefeel free to contact me at [redacted] if you have any questionsregarding this matterAt this time I have closed your inquiry.Sincerely, [redacted] Customer Care Representative [redacted] [email protected]: Eastern Revdex.com*the accuracy standard for gas and electric meters is plus or minus 2.0%.This means that meters testing between 98.0% to 102.0% are accuratemetersMetes that do not test within the allowable limits of accuracyarea subject to the rules governing the adjustment of bills due to themeter error as defined by the Michigan Public Service Commission.Closed complaint 1/24/
10/03/13:43:EST [redacted] N [redacted] DS (RN [redacted] )CUSTOMER INFORMATION: [redacted] Ln NE, [redacted] MI 49505-5908Account number: ***Dates of service: 06/17/to present.CUSTOMER INQUIRY OPENED AS OF 10/03/17.RELEVANT ACCOUNT INFORMATION:CURRENT BALANCE: $($ past due/turn off notice amount)6-MONTH BILL/USE HISTORY:Month: kWh used: Bill amount: Total due:Apr $$202.58May $$215.27Jun $$301.59Jul $$538.07Aug $$629.64Sep $$447.706-MONTH PAYMENT HISTORY:Date: Amount:04/17/$150.0005/17/$100.0006/12/$103.0008/05/$115.0008/25/$110.0009/13/$1...⇄ DUNNING ACTIVITY:Date: Action:09/27/Turn off notice sent10/03/14:32:EST [redacted] N [redacted] DS (RN [redacted] )PAYMENT PLAN HISTORY:- installment plan made on 08/07/was defaulted on 09/11/fornon-payment of the bill due on 09/13/that was not included in the plan.CUSTOMER CONTACT SUMMARY:10/03/- 2:pm - left a voicemail message for the customer (Dr [redacted] ) at phone number ###-###-#### - letting her know that I have herinquiry and am available to speak with herI left my phone number forher to call back.10/05/12:04:EST [redacted] N [redacted] DS (RN [redacted] )10/05/- 12:pm - left another voicemail message for the customer atphone number ###-###-#### - letting her know that I am still available todiscuss her concernsI left my direct number for her to call back.10/06/16:40:EST [redacted] N [redacted] DS (RN [redacted] )LETTER SENT VIA USPS AS WELL AS EMAIL TO THE CUSTOMER ATak@ [redacted] .com:October 6, [redacted] Ln NE [redacted] Rapids, MI 49505-5908Account number: ***Dear Ms [redacted] ,Thank you for your Michigan Agency for Energy (MAE) inquiry about theaccount at [redacted] Ln NE, [redacted] RapidsI you have some concernsabout the bill and your online account.I have been able to look into your concerns and found that the balance onthe account is $364.63, including the current bill of $due onOctober There was an installment plan set up through your eservicesprofile on August for bi-weekly payments from August until October 2on the balance of $(which accounts for the May - July bills),but that installment plan was cancelled when the bill due September 13became past due.The past due amount of $accounts for the "current charges" on theAugust bill, which was due on September and not included in theinstallment plan that you set up onlineIf you need to set up anotherinstallment plan or need additional time to pay this bill, we would behappy to extend arrangements to you.We're sorry to hear that you're having issues logging on to your onlineprofilePlease know that the online profile you have set up under theUser ID "a [redacted] 81" is active and not lockedIf you do not remember thepassword to get logged in, you can simply click the "Forgot Password"hyperlink online to reset the passwordIf you need assistance withresetting the password, we would be happy to set up a temporary one foryou at your request.I regret I have been unable to reach you by phone, and it is my hope thatthis letter has addressed your concernsThere is a hold on your accountthrough October to prevent disconnectionIf you have any additionalquestions, please feel free to call or send me an emailHere#s my directnumber: ###-###-####I would be happy to further assist you.Our best wishes to you.Sincerely, [redacted] dsCustomer Care Representative***[redacted] [email protected] OF RESOLUTION:- (Address shut off notice) - turn off notice sent 09/27/for the pastdue amount (shown above)- (Payment History) - month payment history shown above.- (Address her billing and what she owes) - Balance of $($206.57past due) shown above.- (Payment Arrangement or plans)- customer has defaulted from a paymentplan she set up online through her eservices accountShe is eligible foranother installment plan.- (Address being lock out of on line)- account is "active" and has notbeen locked.CLOSING CUSTOMER INQUIRY AS OF 10/06/
On 02/25/2016, customer's energy account was enrolled on Recurring Card Payment optionThe full amount of the customer's monthly energy bill will be charged to her credit card on the date her bill is issued each monthEnrollment in Auto-Pay with a credit card is automatic and became effective immediatelyAt the time of enrollment, customer's past due plus current (total charges) were paid on 02/25/All future bills will be charged on the date her bill is issuedI attempted to call Ms [redacted] this morning 02/29/(approximately 10AM) by calling [redacted] ***There was no answerI left a voicemail message with my name and telephone number.02/29/16:14: [redacted] ( [redacted] ) 2/29/EMJ - Spoke with [redacted] Advised her that [redacted] is reviewing her account and will be in contact with her before the end of the weekShe is very glad that her concern is being reviewed.03/03/18:34: [redacted] ( [redacted] ) I attempted to call customer this evening 03/03/6PMThere was no answerI did not leave a voicemail messageI will respond to customer by email:From: [redacted] Sent: Thursday, March 03, 7:PMTo: [redacted] Subject: Consumers Energy - Payment Options for your Energy AccountAccount Number: [redacted] Dear Ms [redacted] ,I am sending this email to respond to your inquiry you filed with the Eastern Revdex.com regarding payment options for your accountI would have like to talk to you about your concern but I was unable to reach you by telephone when calling [redacted] Consumers Energy offers several options for paying your billAuto Pay # Checking, Savings, Credit or Debit Card: Your monthly bill will be automatically deducted from your checking or savings account or billed to your Visa or MasterCard or debit cardOne-Time Online Payment-Checking or Savings Account: Choose the amount and date of your online paymentPay Online at your Financial Institution: You will need to provide our contact information # Consumers Energy [redacted] (Fees may applyContact your financial institution for assistance.Authorized Pay Agents and Consumers Energy Payment OfficesSame Day Payment by Phone: Make an immediate one-time payment with your Visa or MasterCard or debit card, or electronic check using a third partyThere is a $fee applied to each paymentPay by Text: Enroll in Billing and Payment text alerts through your online profile, verify or add your financial information and text Pay to make a paymentPay by Mail: Send check or money order to Consumers Energy PO Box Cincinnati, OH 45274-On February 25, 2016, your account was enrolled on the Recurring Card Payment optionYour bill will be automatically billed to your credit card each month on the day your bill is presentedThis service is secureIf you have questions or would like to discuss this matter further, please call or email meI will be happy to assist you.Respectfully, [redacted] Customer Care RepresentativeOffice: [redacted] Email: [redacted]
[redacted] R [redacted] Jr / [redacted] Dates of Service: 06/09/- PresentI spoke with Mr [redacted] on 06/09/at 4:PMI let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/ 10:21: [redacted] W [redacted] (BW [redacted] )Mr [redacted] called me on 06/10/at 10:AMI informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeownerIlet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/12:10: [redacted] W [redacted] (BW [redacted] )Information received from the Credit department: [redacted] (phone # [redacted] )/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted] JrI verified [redacted] Jris the legal tenant and resident heresince 10/13/There is no stipulation for sub-letting on the leaseMr[redacted] doesn't know who [redacted] Jr(previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/He is aware he is responsible for debtunder previous customer [redacted] Jr [redacted] has not providedsupporting legal documentation for sub-letHe was the legal tenant andliving in the home during the time Mr [redacted] serviceI agreed to turnon service for $towards debt and a $reconnect feeI alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr [redacted] andMr [redacted] Mr [redacted] shows this address ( [redacted] ) as hisbest address since December This address report only shows him atthis address for the time period of December to May 2016.Timeline of Events10/13/- Mr [redacted] requested service in his nameHe left a $790.60balance unpaid from this account.08/29/- [redacted] requested service in his name, online.Four payments were made to Mr [redacted] 's account, werereturnedThe applied payments totaled $118.00.05/13/- Mr [redacted] requested service in his name, but the mowasblocked due to him owing a previous balance of $790.60.05/17/- Mr [redacted] paid the $balance required to place serviceinto his nameThere was no further contact from Mr [redacted] until theservice was turned off.06/09/- Electric service was turned off in Mr [redacted] 's name.Notes from Contact Center Rep on 06/09/2016:Mr [redacted] 's ex-wife stated she would pay the other person's ( [redacted] Jr) entire bill to get the service turned back on, even if it was5,She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] address,no utility billsShe stated he and ex split up and he moved out, at thattime a web mowas requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] todayHe is aware he is responsible for the debt underprevious customer [redacted] JR [redacted] has no supporting legaldocumentation to sub-let the homeHe was also the legal tenant at thistime.I agreed to turn on services for $towards the debt under [redacted] , ($2196.23) name plus a $reconnection feeI agreed towaive the security deposit and investigation cost.I attempted to reach Mr [redacted] on 06/10/at 1:PMI spoke withhis sister that said he would be back later todayI informed her I wouldtry to call back then.Mr [redacted] paid the $for reconnection on 06/10/His serviceas restored the same day by PM.06/14/14:42: [redacted] W [redacted] (BW [redacted] )06/14/16:05: [redacted] W [redacted] (BW [redacted] )Additional information: The balance on Mr [redacted] account has beentransferred to Mr [redacted] 's account.I've sent the following email to Mr [redacted] for closure on 06/14/2016, atemail address [redacted] [redacted] [email protected]:Good afternoon Mr [redacted] ,I#m writing this as a follto the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June after making a payment of$This leaves your total balance owing at $We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-While speaking with them you should also ask about theHome Heating CreditBoth of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this emailYou may alsogive me a call; here's my direct line, ###-###-####.Thank you, [redacted] , Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####***[redacted] @cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here
Average consumption from August to January 8/21/2015 to 1/26/2016 1228 kwh 8/25/2014 to 1/22/2015 1346 kwh 8/23/2013 to 1/24/2014 1390 kwh Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior.... [redacted] Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25 original bill 11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt) Adjusted bill 11/24/2015 to 12/23/2015 1492 kwh $197.69 Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the current months bill. 2/18/2016 @ 5:45, I called and spoke with [redacted] I first I apologized to Ms. [redacted] for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. ***, explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016 the low estimate was corrected. Ms. [redacted] was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him. [redacted] got on the phone and I explained to him the same thing I just had explained to Ms. ***. Mr. [redacted] was calm and understood what happened. Ms. [redacted] started yelling in the back ground telling Mr. [redacted] to yell at me and argue with and demand that they were not paying this bill. Mr. [redacted] did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. [redacted] said he understood and didn't have anything further to discuss. I apologized to Mr. [redacted] and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address. Closed complaint 2/18/2016 Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I did speak with thus representative on this day regarding the high billHe gave me those same ridiculous answers which still begs the question why did my power all of a sudden increase more than it has in the last yearsThis same problem has occurred Statewide with the same ridiculous answers Nothing has changed at my home to include the use of any space heaters or any other Electric device which would consume this much powerIt is a ridiculous response to this problem to say that it must have been the coldest month in years that made my bill go up nearly percent in one month, when the entire state has been gouged by consumers I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] Regards, [redacted] ***
07/14/12:22: [redacted] s [redacted] m (AS [redacted] ) [redacted] er [redacted] , account number Assigned out to [redacted] , [redacted] , [redacted] and [redacted] I called 7/14/and left a voicemail for Ms***er letting her know her concern has been received and our appliance service plan group will follow up with her asap 07/22/08:24: [redacted] s [redacted] m (AS [redacted] ) Bp [redacted] account number [redacted] service dates 4/1/to 4/10/ Appliance service plan history 4/19/ Refrigerator repair call with contractor /faulty compressor advised part not covered 07/09/ Customer called in stating that [redacted] (contractor) went out to repair refrigerator and they took minutes and told her the compressor was bad, not coveredCustomer did some investigating and got another tech on her own out and he told her she needed an appliance overload partShe ordered one and refrigerator is working fine nowShe has filed a complaint with CE as when she called in a CSR tried to upsell her to Gold while she was trying to find out what we were going to do to reimburse her for her lost food and the $part she got to fix RefrigeratorSent email to T [redacted] and have received copy of receipt 7/12/ MPSC complaint # [redacted] was filed regarding the compressor / unable to reach the customer a letter was mailed 7/17/ Customer was reimbursed $for the part Appliance service plan started 5/12/and was canceled on 7/30/ [redacted] with ASP was unable to find any new ASP contracts with Ms***er she was not able to reach her by phone eitherThe following letter was mailed to Ms***er by [redacted] *** [redacted] ***er [redacted] Dear Ms***er: In response to your note regarding the Appliance Service Plan, we have contacted you for more informationThe address you provided does not have the Appliance Service planIf you can provide the address that has the Appliance Service Plan I will look into the matter Thank you [redacted] Solution Manager Appliance Service Plan ###-###-#### mary***[redacted] @cmsenergy.com I said the following letter for closure July 21, [redacted] ***er [redacted] ** [redacted] Dear Ms [redacted] ***er, This letter is in response to the inquiry you filed with the Easter RevDex.com in regards to the Appliance Service Plan [redacted] in our Appliance Service Plan department has attempted to reach you by telephone regarding your concernsMs [redacted] can be reached at ###-###-#### Please feel free to contact me at ###-###-#### if you have any further concerns or questions regarding this matterAt this time I have closed your inquiry Sincerely, [redacted] m Customer Care Representative as [redacted] [email protected] cc: Eastern Revdex.com Closed inquiry 7/21/ Also complaint with same information 07/11/13:09: [redacted] C [redacted] (DC***) Notes didn't take 07/05/at 9:49am noted account and sent email to [redacted] & [redacted] at 9:58am Called Ms***er at ###-###-#### and got voicemailAdvised that someone from [redacted] office would be contacting her 07/12/14:39: [redacted] C [redacted] (DC***) Per [redacted] they have been unable to reach Ms***er nor has she responded to voicemailsThe following letter was sent today: July 12, Ms [redacted] ***er [redacted] Dear [redacted] ***er, I recently received an inquiry on your behalf from the Michigan Public Service Commission (MPSC) regarding an appliance repairUnfortunately we have been unable to reach you I apologize for any inconvenience this may have caused youI would be happy to assist you and address any questions or concerns you may have regarding repairs made or lack thereof Please contact me at your earliest convenience at ###-###-#### so we may discuss your concerns furtherI have closed your inquiry however again I will be happy to address any concerns you have in regards to the service call to your home Sincerely, [redacted] Customer Service Dept 07/12/closed MPSC Complaint
09/01/13:48:EST [redacted] s [redacted] (ASBERTRA) [redacted] / [redacted] AVE FLINTSERVICE DATES - 9/4/- 8/16/20163/20/PRIOR COMPLAINT WITH CMH [redacted] 5- Same issue and [redacted] wasunable to reach the customer by phoneA letter was mailed with abreakdown of the transfer addresses and datesA hearing was not requestedwhen this complaint was filed.1/24/PRIOR COMPLAINT WITH ASB [redacted] 1- Same issue, I was not ableto reach customer by phoneSent almost an identical letter to Claudia'swith the breakdown of the transfersA hearing was not requested when thiscomplaint was filed.TRANSFER HISTORYTransfer FromAccount [redacted] **.Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount [redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount [redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------TOTAL AMOUNT OF TRANSFER $3715.84TOTAL ACCUMULATED LATE PAYMENT CHARGES SINCE TRANSFER $1629.13REMAINING ACCOUNT BALANCE $1455.34, unpaid balance from 9/4/to8/16/while services were in [redacted] 's name.CUSTOMER CONTACT9/1/- Left a voicemail for Mr [redacted] to call me back regardinghis concerns.09/11/10:12:EST [redacted] s [redacted] (ASBERTRA)9/11/Left a voicemail for Mr [redacted] to call me back regardinghis concerns.09/12/13:41:EST [redacted] s [redacted] (ASBERTRA)***Correction to the amount of Late payment charges removed, $wasremoved$of the Late payment charges were valid and charged towardthe balance that had accumulated 9/4/to 8/16/2016Account balance is $1532.62The following letter has been mailed since I have not been successful withreaching Mr [redacted] September 12, [redacted] AveFlint, MI 48506-3058Account Number: 7242Dear Mr [redacted] ,This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your utility bill.I have reviewed your account and our records show you previously filed aninquiry in regarding this same issueAt that time [redacted] sent you a letter of explanationAn additional inquiry was filed Januaryand I sent a letter of explanation as well.I understand your concern is regarding the $3,energy charged toyour accountPer the prior investigation completed on your account ourrecords show each time you moved to a new address the final billing wastransferred to your active accountBelow is a list of the accounts andaddresses.Transfer FromAccount [redacted] **.Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount [redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount [redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------According to public records and credit reports you resided at [redacted] Street and [redacted] Avenue when the energy charges were accrued.In my review of your account I was able to determine that the balance of$exceeds the year collectable ruleTherefore the amount willremain owed under your name but will not be required to be paid for toobtain service and will not be transferred to an active accountLatepayment charges associated with the balance have been removed as well inthe amount of $1551.85.The collectable balance left owing is $This balance along with asecurity deposit of $will need to be paid in full to obtainutilities services.Please if you have any additional questionsI can be reached directly at###-###-####.Sincerely, [redacted] Customer Care Representativeas [redacted] @cmsenergy.comcc: Eastern Revdex.comClosed complaint 9/12/2017Tell us why here
CUSTOMER CONTACT- Attempted to reach at [redacted] on 01/17/2018, but there was not answering service to leave a message- Attempted to reach at [redacted] on 01/22/at approx1:PM, but there was no answering service to leave a message01/22/13:31:EST [redacted] ( [redacted] )- I have mailed a letter for closure on 01/22/2017:January 22, [redacted] Dear Mr***,You'll be pleased to know we've had a chance to review your inquiry placed with the Revdex.comI understand your inquiry is regarding having your service restored as soon as possible and responsibility of the balance in your name.I'm happy to see service was restored on 01/12/with a Medical Emergency Form.I've looked into your claim stating Consumers Energy is requiring you to pay someone else's billWhat I found was [redacted] 's and [redacted] 's bills were transferred to your account when you lived at [redacted] ***These were valid transfers.The address reports I pulled show you all living at this address while service was switching between their names, your wife's name, and yoursBecause the transfers were valid, [redacted] 's and [redacted] 's bills were paid while service was in your wife's name at the [redacted] *** address (account #***).Because all previous bills transferred indirectly from other's accounts were paid, you are responsible for the full balance of $14,This balance accrued under your name and your wife's namesIf you haven't started already, please try to seek assistance by calling First Call for HelpYou can reach them by dialing ***Please give me a call if any further questions; here's my direct line, [redacted] Thank you, [redacted] Customer Care [redacted] cc Eastern Revdex.com
02/14/09:45:EST [redacted] A [redacted] ( [redacted] ) [redacted] G [redacted] CA# [redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/- present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/15:59:EST [redacted] A [redacted] ( [redacted] )4:pm - I called ###-###-#### and got voicemailI left a message withmy contact information requesting a call back.02/17/11:22:EST [redacted] A [redacted] ( [redacted] )The customer had not contacted us to set up service/billing in his namefor the natural gas service at this addressThe previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved inThe owner provided us with Mr [redacted] 's information.The investigator was not aware that we were only able to bill the customerfor year of service from the date of discovery (Dec15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr [redacted] is only responsible forservice from December 15, and that $should be removed fromthe current balance, leaving a balance of $as his responsibility.11:am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed(I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $and he's contactingthe Salvation Army for help with the remainder[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balanceHe has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concernsHe thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/
04/05/10:01: [redacted] N [redacted] ( [redacted] R) [redacted] ***, [redacted] MI 48519-2803Dates of service: 08/08/to present.CUSTOMER INQUIRY OPENED AS OF 04/05/16.CURRENT BALANCE: $($past due)04/05/11:56: [redacted] N [redacted] ( [redacted] R)There have been defaults on the Shutoff Protection plan (SPP) in thelast months:06/08/for $past due01/11/for $past due04/05/- Tuesday at 11:am - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have the inquiry andthat I am available to discuss their concernsI left my direct phonenumber as well.04/05/13:33: [redacted] N [redacted] ( [redacted] R)04/05/- Tuesday at 1:pm - Ms [redacted] returned my phone call and wediscussed her inquiryI apologized for her frustration with our CustomerService department and their suggestions of seeking assistance withagencies or to see if anyone in her family would be able to help her makea payment on her billI explained that since there have been defaultson SPP in the last months the account is not eligible for a paymentprogram at this time because of the default history on her account.We do recommend seeking assistance through 2-1-and filing for the HomeHeating credit as a resource if any of our customers are unable to makepayment on their accountWe're sorry she felt insulted, and I agreed tosend her experience to the management team in our Customer Servicedepartment to be reviewed as a possible coaching opportunity.She stated that she has already moved from [redacted] ***, [redacted] to [redacted] **, [redacted] and can pay her past due amount of $on AprilShe understands our policy of paying a past due amount on her currentaccount prior to starting service at the new addressIn light ofcustomer service, I have started the new account at [redacted] k Ln(account number [redacted] ***8) effective today, and she will still makeher payment for the past due on April Since she has moved out of [redacted] ***, I also ended that account effective today.Ms [redacted] thanked me for my help and was happy with the resolution ofher inquiryShe had no further questions at this time.CLOSING CUSTOMER INQUIRY AS OF 04/05/16.Tell us why here
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would like to add that I actually had an apt for Consumers to come out on 7/11/to check my meter I was told that they would be out between 12:00pm - 4:00pm and I would receive a call before they came out About 3:50pm I called [redacted] because I had not received a call from Consumers and no one had been out I was told that they had left [redacted] a message, apparently that they wouldn't be out, but no one called me I waited all afternoon for NOTHING! I now have another apt scheduled for 7/@ 12:00pm - 4:00pm We shall see At this point, at least I feel that someone, ***, is understanding and listening to me She is seeing my concerns and I appreciate her greatly My July billing is also in line with where it normally is I find it interesting that it is now in line only after my complaining They are supposed to swap out my gas meter on 7/and send my old one to Jackson to be tested I have saved ***'s phone number and if EVER I need to speak to someone at Consumers, it will be her She is their gem.Thank you for assisting me with this matter I will be in touch if this isn't resolved Regards, [redacted] ***
[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]
03/12/12:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] M [redacted] / [redacted] / [redacted] RD HESPERIADates of Service: 11/03/- PresentRELEVANT ACCOUNT INFORMATION- Mr [redacted] is currently on the Shutoff Protection Plan for $permonth- The enrollment took place on 01/23/2018- The January bill was generated on 01/25/2018due on 02/19/for$234.00- The next bill was generated on 02/23/for $(SPP Paymentsowing)- We received a $payment on 03/08/2018, this took care of theJanuary SPP payment, due on 02/19/2018- As of today, 03/12/2018, the SPP amount owing is $234.00CUSTOMER CONTACT SUMMARY- Left message for Mrs [redacted] on 03/12/at 12:PM, at phone number###-###-####03/12/16:52:EST [redacted] W [redacted] (BW [redacted] )- Ms [redacted] called back on 03/12/2018- I apologized for the misinformation provided by the first CSR- She is aware I will be providing this for coaching- I went through the timeline above and explained why she does owe the$for her SPP payment- She said she never received the first bill with the SPP payment owing- I then offered her a $credit; she accepted- She thanked me for following up- Requested $amends on accountSUMMARY OF RESOLUTION- Address claim of billed for two cycles in one month/Need for adjustmentResolution: Customer didn't receive first bill on SPP, received secondbill and paid it shortly after receiving itShe is aware she owes forboth payments, minus the $creditMrs [redacted] knows there will beno further bill adjustment beyond the credit offered.- Address rude customer serviceResolution: I apologized for the way she was treated and let her know Iwould be providing this feedback to our Contact Center for internalfollow-up.I provided this information to John Racine for Contact Center follow-up.Corporate Complaint closed 03/12/
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN [redacted] ) [redacted] / 0769 [redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16... $269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted] . He stated that he moved out back in January and no longer liveswith [redacted] . He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN [redacted] )3/2/17- [redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted] to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017 [redacted] *Mason, MI 48854-9245Account Number: 0769Dear [redacted] ,I recently received an inquiry you placed the RevDex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely, [redacted] Customer Care Representative [redacted] . [redacted] @cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...
05/10/15:34:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] / ***[redacted] MI 49464-9553Dates of Service: Prior to May - Present [redacted] RELEVANT ACCOUNT INFORMATION:Current Balance: $491.73***Month Electric Usage History04/29/05/28/44705/29/06/28/ 93606/29/07/28/1,20107/29/08/26/1,07508/27/09/27/92209/28/10/26/37810/27/11/29/5...⇄ New meter installed 9/23/and the meter tested at 100.05% accurateprior to installation.- Usage increased beginning 12/25/and has stayed at a higher rangesince that date[redacted] CUSTOMER CONTACT SUMMARY:5/10/3:pm- I called [redacted] at ###-###-#### but was unable to leave avoicemail.05/11/12:00:EST [redacted] J [redacted] (DJ [redacted] )5/11/12:pm- I called Ms [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry she placed with the Revdex.com andasked that she return my call at her earliest convenience to go over herconcernsI also left my call back number.05/14/15:58:EST [redacted] J [redacted] (DJ [redacted] )5/14/4:pm- I called Ms [redacted] at ###-###-#### and left a 2nd voicemail asking herto return my call to go over her concernsI also left my call backnumber again.- Ms [redacted] returned my call within the next few minutes and we spokeabout her usage concernsI let her know that we had replaced her meterin September and that their usage had been in the same range withboth the old and new meters until 12/25/when the usage went up and hasstayed over kwh per day.- Ms [redacted] let me know that in they replaced all of their windowsand in they replaced their stove, refrigerator, microwave andfreezerShe told me that nothing had changed in their home so they don'tknow why their usage went upI asked if they have had problems with anyof their appliances such as the furnace or water heater and she said no.- I explained to her that we no longer use analog meters so we wouldn't beable to put one of those back on the house but I could have the currentmeter tested to insure that it is recording their usage accuratelyIhave scheduled that for Thursdays 5/17/from 9:00-12:pm and she isgoing to witness the testShe is aware that I will call her back after Ihave the results from the meter test.05/17/14:41:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] 5/17/- Meter tested at 99.68% accurateCustomer was able to witnessthe test[redacted] 5/17/2:pm- I called Ms [redacted] at ###-###-#### and went over the meter testresultsI confirmed that she had been able to witness the meter test andshe told me she had and that she was aware the meter tested accurate at99.68%I explained because the meter tested accurate it shows the amountthey were billed is accurate and she said she was aware of that as well.Ms [redacted] is not interested in opting out of the smart meterShethanked me for following up and ended the call[redacted] SUMMARY OF RESOLUTION:5/17/18- New meter was installed at the home on 9/23/and the usage had been inthe same range with both the old and new meters until 12/25/when itincreasedUsage has stayed higher since that dateCustomer wanted themeter tested and that was completed on 5/17/The meter tested at99.68% accurate and the customer was able to witness the test and spokewith the technicianMs [redacted] is aware that we no longer use analogmeters so would not be able to place one on their homeShe is also notinterested in opting out of the smart meter[redacted] CUSTOMER CONCERNS TO BE ADDRESSED:New meter was installed in September The usage was in the samerange with both the old and new meters until 12/25/when it increasedMeter was tested at the customer's request and it tested at 99.68%accurate 5/17/Customer is aware that we no longer use analog meters and doesn't wantto opt out of the smart energy program.Complaint closed 5/17/
[redacted] Ave, Warren MI 48091-Account number: [redacted] Dates of service: 02/07/to 03/23/ CUSTOMER INQUIRY OPENED AS OF 09/06/ 09/08/12:23:EST [redacted] N [redacted] ( [redacted] ) RELEVANT ACCOUNT INFORMATION: - 02/07/- Move in requested by [redacted] - 03/04/- ASP repair ordered by [redacted] , our contractor replaced the water pump on 03/05/ - 03/09/- Gas leak investigation order called in by Autumn Saro, gas leak found on main floor, dryer connector and pilot on water heater The meter was turned off and danger-tagged -03/24/- Contract was force-ended as of 03/23/when [redacted] called us to start service in his name -BILLING DATES: - 02/07/- 02/28/- billed for actual use of mcf in the amount of $ Payment of $on 03/05/took the remaining balance to $ -03/01/- 03/23/- billed for mcf in the amount of $ Final bill balance was $ - Final bill reminders sent: -05/06/- Final bill reminder call - call not completed -05/16/- Final bill notice sent - 05/30/- Reminder notice mailed ( 08/19/- Released to collection agency) CUSTOMER CONTACT SUMMARY: 09/06/-1:pm - spoke with Mr [redacted] at phone number ###-###-#### about his concerns: -He stated that he did live at this address, but doesn't remember the specific dates that he lived here Mr [redacted] said it was a roommate situation, and not a good one - We went over the details of my investigation (above) and he said he feels like he moved out of that address at the end of February He doesn't have a lease agreement or any proof of this - In light of customer service, I agreed to credit the account for the use after 03/01/14, and he felt this was fair - Mr [redacted] stated his main concern was setting up a new account at his new address I started account number [redacted] at [redacted] ***, Warren The order was scheduled for 09/07/between am and pm I assured the customer that I would check with our scheduler to see if we could reschedule the order for today - I agreed to set up an installment plan for $balance left over from his previous account He has children in the home, and the service was turned off I placed a reconnect order for the gas service to be completed the same day and asked what arrangements he was looking for on the owing balance - Mr [redacted] was happy with the resolution 09/06/- 1:pm - called [redacted] (dispatcher) - who pulled the order ahead for today 09/06/- 1:pm - reached back out to the customer to confirm that we will try to get this order completed today He was happy with this 09/06/- 3:pm - order was completed and service turned on SUBMITTED COMPLAINTS RESOLUTION CREDIT REQUEST FOR $ 09/07/- Credit requested posted to the account 09/08/- 10:am - spoke with [redacted] to follow up on his resolution -He was happy that we were able to turn his gas on at his new home on the same day he requested service with us - I confirmed that the credit of $has posted to the account - He didn't confirm what days he wanted to set up his payments of $to pay off the back balance that was transferred over ($total), but said he would pay the $amounts with his monthly bill - I have placed an interest lock on his account to prevent late payment charges and noted that we have this arrangement set up He understands that he will not get any late payment charges, and confirmed that he will be paying the $per month on time and in full with his regular monthly bill (this was because he was not able to confirm a date every month he would be paying the $10.00) - He was satisfied with this arrangement and appreciated the follow up phone call - I confirmed that he has my direct phone number in case of any questions in the future SUMMARY OF RESOLUTION: - (Date customer closed out account) - The customer never contacted us to close his account according to our records The account was closed automatically when a new party called us to start service Mr [redacted] was also unable to verify the date he moved out- (Was final bill paid) - no, final bill was not paid In light of customer service, agreed to credit the account for 03/01/to 03/23/ 09/14/18:38:EST [redacted] N [redacted] ( [redacted] ) Tell us why here
03/30/15:43:EST [redacted] J [redacted] (DJ [redacted] )Account number [redacted] MI 48328Dates of Service: July 26, - PresentI have remarked the account[redacted] 3/30/- Assigned to: [redacted] , Gas Operations [redacted] 3/30/- At 3:pm I called [redacted] at ###-###-#### and let him know thatI had received the inquiry he placed with the Eastern Better BusinessBureau and have forwarded it to the gas field leader in the areaIexplained that they would be following up with him within the next fewbusiness days.03/31/16:01:EST [redacted] J [redacted] (DJ [redacted] )3/31/- I received the following information from Gas Field Leader, [redacted] ***:I called Mr [redacted] at 5:pm on 3/30/I addressed the customer'sconcern with having his meter shut off for an exchange and not having arelight until 11:am the next dayI explained to the customer we werecalled out to his condo complex by another residentDuring our leakinvestigation the service tech discovered his meter was weeping gasthrough the regulatorThis is an immediate action leak and the metermust be exchangedWith this being a condo complex and one main door toget in he tagged the main doorMr [redacted] was upset he was transferredto several departments when calling in for his relight and I apologized tohim for that.Once Mr [redacted] understood why we turned his gas off he was ok with theresolutionI apologized for the inconvenience and offered him a $50.00bill credit as he had to take the day off to wait for his relight becausehis year old father was in the home and he had to keep him warm untilwe arrivedI let him know that we had a tech there as soon as one wasavailable in his area.Final Resolution with [redacted] March 30, 2017Mr [redacted] satisfied with resolutionTell us why here
10/27/11:26:EST [redacted] N [redacted] (EN [redacted] ) [redacted] M [redacted] / [redacted] Dr [redacted] MI 49009-4107SERVICE DATES: 2/12/13-CURRENT-Assigned to [redacted] , [redacted] , [redacted] , [redacted] , [redacted] and [redacted] , inquiry is due on 11/1/1711/01/13:35: EST [redacted] N [redacted] (EN [redacted] )CUSTOMER CONTACTS: [redacted] reached out to the customer on the following dates:10/9:30am @ ###-###-####Left voicemail with my contactinformation10/1:50pm @ ###-###-####Left voicemail11/10:38am @ ###-###-####Left voicemail11/11:25, email (attached) to w [redacted] @gmail.com-Since he was unable to reach Mr [redacted] , the following email was sent toaddress his concerns:Mr [redacted] ,My name is [redacted] and I am the Program Manager for the Peak Time ofUse programs at Consumers EnergyI#m writing in hopes of addressing theissue you raised regarding your ineligibility for these programs due toyour participation in our Budget Plan programWhile I#m sad to say thatwe are unable to enroll your account into a time of use (TOU) rate whileyou are on budget plan, I do [redacted] to explain why as well as provide anoverview of the options you have available for participation in these orother money saving programs.As mentioned, we#re currently unable to sup [redacted] customers participating inboth Budget Plan and a TOU rate simultaneouslyI sincerely apologize forthe inconvenience as we know this would be a valuable and popularenhancement to our program, but unfortunately our Budget Plan is unable toaccommodate TOU rates at this timeOur current Budget Plan is built toaccurately forecast your costs across the entire year and convert thoseinto flat monthly paymentsThen, at the end of the year you receive a#true-up# bill or credit based on how much your payments over the yearwere more or less than the actual cost of the energy you used all yearlongSince the methodology used in our Budget Plan can accuratelyforecast your total annual cost, these #true-up# charges or credits arekept as small as possiblePut simply, our existing Budget Plan is bad atpredicting costs for customers when they switch to Time of Use rates asthere are several new variables it needs to consider, such as when you useyour energy and how much you will change behavior after switching to thenew ratesThe end result is customers who participate in bothsimultaneously receiving very large #true ups# at the end of the year,which could be in the form of a high, surprise billIn order to preventthat poor experience, we restrict participation in these programs torequire customers to be on one or the other currentlyWe are working toenhance our budget plan to resolve the issue, however, so we do expect tobe able to remove that restriction in the future.In the meantime, there are a few different pricing options available toyou to help you see lower billsFor enrolling in either of these optionsyou will also receive a $gift card:If you leave the Budget Plan- you would then be eligible foreither of our Time of Use ratesBased on your actual energy use over thelast year, you would have saved about $over the last year if you hadbeen on one of these ratesIf you can shift your energy use to cheaperperiods of time, like nights and weekends, after enrolling then you couldexpect to save more than that, but that $estimate should represent yourminimum savings on the rateWithout leaving Budget Plan- You are eligible for our ACCycling program, which would provide you with $in monthly billcredits through summer, or $per yearParticipation in this programrequires that you allow Consumers Energy to install an AC cycling deviceon your Central Air Conditioner which would reduce your units run time by50% during #cycling events#, which occur up to days through summer,usually on the hottest daysThis will typically cause the temperature inyour home to rise by a few degrees, depending on how well insula [redacted] yourhome is and how powerful your AC unit is.Energy Efficiency- in addition to different pricing options, ConsumersEnergy offers a variety of ways to help you save energy and money throughour Energy Efficiency programsIf you are interested, I would be happy toget you more information on these offerings and to find those which wouldwork for you.I apologize again for the inconvenience of not being able to participatein our Time of Use rates while on the Budget PlanI [redacted] this providesyou with some insight as to why and the assurance that we are working toenable that choice for all customers! In the meantime, if you have anyfurther questions, concerns or I can assist you in any way, please don#thesitate to reply to this email or to reach me at the phone number below.Thank you, and have a great and safe day! [redacted] ***
06/16/12:41:EST [redacted] W [redacted] ( [redacted] ) [redacted] L [redacted] / / [redacted] Service Requested: 06/09/2017I provided this inquiry to the Fraud Supervisor PO Box, [redacted] , and [redacted] .06/16/14:41:EST [redacted] W [redacted] ( [redacted] )The electric service was Sealed for Non-Payment in Ms [redacted] name.Dunning HistoryDate Action05/18/Turn-Off Notice05/23/Mid-Cycle Call - Completed05/26/Intent to Disconnect06/01/Sealed for Non-PayI received information from Mary Schember on 06/16/2017:I received a request of service from [redacted] ***She provided her ID,SS card, and a lease agreement dated 6/12/for herself and [redacted] from landlord [redacted] ***[redacted] is the previous BP, and owes from this address.I verified per BS&A that [redacted] is the owner of this property.I found connections between ***, [redacted] and [redacted] per social media.My supervisor noted the account on 6/15/with the following: [redacted] is aware her balance has to be paid to place service into [redacted] ***'s nameMs [redacted] states she is living in [redacted] , has notproof of residencyStates she will follwith legal documentation.I received a call from [redacted] Hewittt on 6/15/I advised him that permy supervisor#s note, [redacted] is aware of what is needed for services to berestored and approval of services for a tenant at this address.I have not received any additional information or contact from anyone.I pulled an Experian Report for [redacted] and I cannot place her at [redacted] S [redacted] Rd [redacted] while service was in Ms [redacted] nameMs.***'s ID was issued of March It shows her permanent address in [redacted] .Based off the information provided by all parties, I will be placingservice into Ms***'s name, with her permission and restoring theelectric service.I spoke with Mr [redacted] on 06/16/at approximately 2:PM(phone number ###-###-####)I informed him that in order to placeservice into Ms***'s name, I must speak with her.He provided me with her cell number to call before 4:PM (###-###-####).I left a message for Ms [redacted] on 06/16/at 2:PM, at phone number###-###-####.06/16/16:15:EST [redacted] W [redacted] ( [redacted] )I called Ms [redacted] back at 4:PMI informed her after my investigationI can place service into her name at [redacted] .She informed me that she was looking into the possibility of moving into adifferent home and would call me back Monday to let me know.I verified Ms [redacted] has my phone number.06/19/09:09:EST [redacted] W [redacted] ( [redacted] )Ms [redacted] called over the weekend and let me know she's interested instarting services.I left her a message on 06/19/at 9:AM, at phone number###-###-####.06/19/09:44:EST [redacted] W [redacted] ( [redacted] )Ms [redacted] called back at approximately 9:AM.I placed service into her name at the original address she made thecomplaint about, [redacted] .We placed the remote reconnection order for today at 1:PM, to give hertime to have the breakers turned off.Ms [redacted] was happy with the outcome and told me that her concerns weresatisfied.MAE Complaint closed 06/19/
01/19/16:06:EST [redacted] ( [redacted] ) [redacted] / [redacted] 1/19/Called and left a voicemail for Mr [redacted] 01/20/09:59:EST [redacted] ( [redacted] )1/20/Called and left a voicemail for Mr [redacted] 01/24/08:29:EST [redacted] ( [redacted] )I have not been able to reach Mr [redacted] by phone, I was not sure exactlywhat his meter concerns wereThe recent change was the installation ofhis smart meter, therefore I addressed the testing of the smart meter andalso provided the history for his consumption.I sent the following letter for closure.January 24, [redacted] Account Number: ***Dear Mr [redacted] ,This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your Consumers Energy account.Unfortunately, I have not been able to reach you by telephone.First let me start by apologizing for any frustrations or inconveniencesyou may have experienced with Consumers Energy.I have reviewed your account, and our records show your gas meter wasinstalled in and your new smart meter was installed November 23,Prior to installation the smart meter serving your home was testedfor accuracy and the meter tested within the *Michigan Public ServiceCommission guidelines at 100%.I have compared your electric and gas consumption to your prior historyand your current billing consumption is in line with your homes potentialuse.Dates of Service MCF kWh Billed12/9/1/11/ $166.3712/10/1/13/ $124.4412/7/1/9/ $167.8912/10/1/10/ $213.5612/9/1/10/ $192.1412/8/1/9/ $192.41I would be happy to further discuss your billing or meter concernsPleasefeel free to contact me at [redacted] if you have any questionsregarding this matterAt this time I have closed your inquiry.Sincerely, [redacted] Customer Care Representative [redacted] [email protected]: Eastern Revdex.com*the accuracy standard for gas and electric meters is plus or minus 2.0%.This means that meters testing between 98.0% to 102.0% are accuratemetersMetes that do not test within the allowable limits of accuracyarea subject to the rules governing the adjustment of bills due to themeter error as defined by the Michigan Public Service Commission.Closed complaint 1/24/
10/03/13:43:EST [redacted] N [redacted] DS (RN [redacted] )CUSTOMER INFORMATION: [redacted] Ln NE, [redacted] MI 49505-5908Account number: ***Dates of service: 06/17/to present.CUSTOMER INQUIRY OPENED AS OF 10/03/17.RELEVANT ACCOUNT INFORMATION:CURRENT BALANCE: $($ past due/turn off notice amount)6-MONTH BILL/USE HISTORY:Month: kWh used: Bill amount: Total due:Apr $$202.58May $$215.27Jun $$301.59Jul $$538.07Aug $$629.64Sep $$447.706-MONTH PAYMENT HISTORY:Date: Amount:04/17/$150.0005/17/$100.0006/12/$103.0008/05/$115.0008/25/$110.0009/13/$1...⇄ DUNNING ACTIVITY:Date: Action:09/27/Turn off notice sent10/03/14:32:EST [redacted] N [redacted] DS (RN [redacted] )PAYMENT PLAN HISTORY:- installment plan made on 08/07/was defaulted on 09/11/fornon-payment of the bill due on 09/13/that was not included in the plan.CUSTOMER CONTACT SUMMARY:10/03/- 2:pm - left a voicemail message for the customer (Dr [redacted] ) at phone number ###-###-#### - letting her know that I have herinquiry and am available to speak with herI left my phone number forher to call back.10/05/12:04:EST [redacted] N [redacted] DS (RN [redacted] )10/05/- 12:pm - left another voicemail message for the customer atphone number ###-###-#### - letting her know that I am still available todiscuss her concernsI left my direct number for her to call back.10/06/16:40:EST [redacted] N [redacted] DS (RN [redacted] )LETTER SENT VIA USPS AS WELL AS EMAIL TO THE CUSTOMER ATak@ [redacted] .com:October 6, [redacted] Ln NE [redacted] Rapids, MI 49505-5908Account number: ***Dear Ms [redacted] ,Thank you for your Michigan Agency for Energy (MAE) inquiry about theaccount at [redacted] Ln NE, [redacted] RapidsI you have some concernsabout the bill and your online account.I have been able to look into your concerns and found that the balance onthe account is $364.63, including the current bill of $due onOctober There was an installment plan set up through your eservicesprofile on August for bi-weekly payments from August until October 2on the balance of $(which accounts for the May - July bills),but that installment plan was cancelled when the bill due September 13became past due.The past due amount of $accounts for the "current charges" on theAugust bill, which was due on September and not included in theinstallment plan that you set up onlineIf you need to set up anotherinstallment plan or need additional time to pay this bill, we would behappy to extend arrangements to you.We're sorry to hear that you're having issues logging on to your onlineprofilePlease know that the online profile you have set up under theUser ID "a [redacted] 81" is active and not lockedIf you do not remember thepassword to get logged in, you can simply click the "Forgot Password"hyperlink online to reset the passwordIf you need assistance withresetting the password, we would be happy to set up a temporary one foryou at your request.I regret I have been unable to reach you by phone, and it is my hope thatthis letter has addressed your concernsThere is a hold on your accountthrough October to prevent disconnectionIf you have any additionalquestions, please feel free to call or send me an emailHere#s my directnumber: ###-###-####I would be happy to further assist you.Our best wishes to you.Sincerely, [redacted] dsCustomer Care Representative***[redacted] [email protected] OF RESOLUTION:- (Address shut off notice) - turn off notice sent 09/27/for the pastdue amount (shown above)- (Payment History) - month payment history shown above.- (Address her billing and what she owes) - Balance of $($206.57past due) shown above.- (Payment Arrangement or plans)- customer has defaulted from a paymentplan she set up online through her eservices accountShe is eligible foranother installment plan.- (Address being lock out of on line)- account is "active" and has notbeen locked.CLOSING CUSTOMER INQUIRY AS OF 10/06/
On 02/25/2016, customer's energy account was enrolled on Recurring Card Payment optionThe full amount of the customer's monthly energy bill will be charged to her credit card on the date her bill is issued each monthEnrollment in Auto-Pay with a credit card is automatic and became effective immediatelyAt the time of enrollment, customer's past due plus current (total charges) were paid on 02/25/All future bills will be charged on the date her bill is issuedI attempted to call Ms [redacted] this morning 02/29/(approximately 10AM) by calling [redacted] ***There was no answerI left a voicemail message with my name and telephone number.02/29/16:14: [redacted] ( [redacted] ) 2/29/EMJ - Spoke with [redacted] Advised her that [redacted] is reviewing her account and will be in contact with her before the end of the weekShe is very glad that her concern is being reviewed.03/03/18:34: [redacted] ( [redacted] ) I attempted to call customer this evening 03/03/6PMThere was no answerI did not leave a voicemail messageI will respond to customer by email:From: [redacted] Sent: Thursday, March 03, 7:PMTo: [redacted] Subject: Consumers Energy - Payment Options for your Energy AccountAccount Number: [redacted] Dear Ms [redacted] ,I am sending this email to respond to your inquiry you filed with the Eastern Revdex.com regarding payment options for your accountI would have like to talk to you about your concern but I was unable to reach you by telephone when calling [redacted] Consumers Energy offers several options for paying your billAuto Pay # Checking, Savings, Credit or Debit Card: Your monthly bill will be automatically deducted from your checking or savings account or billed to your Visa or MasterCard or debit cardOne-Time Online Payment-Checking or Savings Account: Choose the amount and date of your online paymentPay Online at your Financial Institution: You will need to provide our contact information # Consumers Energy [redacted] (Fees may applyContact your financial institution for assistance.Authorized Pay Agents and Consumers Energy Payment OfficesSame Day Payment by Phone: Make an immediate one-time payment with your Visa or MasterCard or debit card, or electronic check using a third partyThere is a $fee applied to each paymentPay by Text: Enroll in Billing and Payment text alerts through your online profile, verify or add your financial information and text Pay to make a paymentPay by Mail: Send check or money order to Consumers Energy PO Box Cincinnati, OH 45274-On February 25, 2016, your account was enrolled on the Recurring Card Payment optionYour bill will be automatically billed to your credit card each month on the day your bill is presentedThis service is secureIf you have questions or would like to discuss this matter further, please call or email meI will be happy to assist you.Respectfully, [redacted] Customer Care RepresentativeOffice: [redacted] Email: [redacted]
[redacted] R [redacted] Jr / [redacted] Dates of Service: 06/09/- PresentI spoke with Mr [redacted] on 06/09/at 4:PMI let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/ 10:21: [redacted] W [redacted] (BW [redacted] )Mr [redacted] called me on 06/10/at 10:AMI informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeownerIlet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/12:10: [redacted] W [redacted] (BW [redacted] )Information received from the Credit department: [redacted] (phone # [redacted] )/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted] JrI verified [redacted] Jris the legal tenant and resident heresince 10/13/There is no stipulation for sub-letting on the leaseMr[redacted] doesn't know who [redacted] Jr(previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/He is aware he is responsible for debtunder previous customer [redacted] Jr [redacted] has not providedsupporting legal documentation for sub-letHe was the legal tenant andliving in the home during the time Mr [redacted] serviceI agreed to turnon service for $towards debt and a $reconnect feeI alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr [redacted] andMr [redacted] Mr [redacted] shows this address ( [redacted] ) as hisbest address since December This address report only shows him atthis address for the time period of December to May 2016.Timeline of Events10/13/- Mr [redacted] requested service in his nameHe left a $790.60balance unpaid from this account.08/29/- [redacted] requested service in his name, online.Four payments were made to Mr [redacted] 's account, werereturnedThe applied payments totaled $118.00.05/13/- Mr [redacted] requested service in his name, but the mowasblocked due to him owing a previous balance of $790.60.05/17/- Mr [redacted] paid the $balance required to place serviceinto his nameThere was no further contact from Mr [redacted] until theservice was turned off.06/09/- Electric service was turned off in Mr [redacted] 's name.Notes from Contact Center Rep on 06/09/2016:Mr [redacted] 's ex-wife stated she would pay the other person's ( [redacted] Jr) entire bill to get the service turned back on, even if it was5,She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] address,no utility billsShe stated he and ex split up and he moved out, at thattime a web mowas requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] todayHe is aware he is responsible for the debt underprevious customer [redacted] JR [redacted] has no supporting legaldocumentation to sub-let the homeHe was also the legal tenant at thistime.I agreed to turn on services for $towards the debt under [redacted] , ($2196.23) name plus a $reconnection feeI agreed towaive the security deposit and investigation cost.I attempted to reach Mr [redacted] on 06/10/at 1:PMI spoke withhis sister that said he would be back later todayI informed her I wouldtry to call back then.Mr [redacted] paid the $for reconnection on 06/10/His serviceas restored the same day by PM.06/14/14:42: [redacted] W [redacted] (BW [redacted] )06/14/16:05: [redacted] W [redacted] (BW [redacted] )Additional information: The balance on Mr [redacted] account has beentransferred to Mr [redacted] 's account.I've sent the following email to Mr [redacted] for closure on 06/14/2016, atemail address [redacted] [redacted] [email protected]:Good afternoon Mr [redacted] ,I#m writing this as a follto the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June after making a payment of$This leaves your total balance owing at $We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-While speaking with them you should also ask about theHome Heating CreditBoth of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this emailYou may alsogive me a call; here's my direct line, ###-###-####.Thank you, [redacted] , Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####***[redacted] @cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here
Average consumption from August to January 8/21/2015 to 1/26/2016 1228 kwh 8/25/2014 to 1/22/2015 1346 kwh 8/23/2013 to 1/24/2014 1390 kwh Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior.... [redacted] Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25 original bill 11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt) Adjusted bill 11/24/2015 to 12/23/2015 1492 kwh $197.69 Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the current months bill. 2/18/2016 @ 5:45, I called and spoke with [redacted] I first I apologized to Ms. [redacted] for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. ***, explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016 the low estimate was corrected. Ms. [redacted] was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him. [redacted] got on the phone and I explained to him the same thing I just had explained to Ms. ***. Mr. [redacted] was calm and understood what happened. Ms. [redacted] started yelling in the back ground telling Mr. [redacted] to yell at me and argue with and demand that they were not paying this bill. Mr. [redacted] did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. [redacted] said he understood and didn't have anything further to discuss. I apologized to Mr. [redacted] and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address. Closed complaint 2/18/2016 Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I did speak with thus representative on this day regarding the high billHe gave me those same ridiculous answers which still begs the question why did my power all of a sudden increase more than it has in the last yearsThis same problem has occurred Statewide with the same ridiculous answers Nothing has changed at my home to include the use of any space heaters or any other Electric device which would consume this much powerIt is a ridiculous response to this problem to say that it must have been the coldest month in years that made my bill go up nearly percent in one month, when the entire state has been gouged by consumers I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] Regards, [redacted] ***
07/14/12:22: [redacted] s [redacted] m (AS [redacted] ) [redacted] er [redacted] , account number Assigned out to [redacted] , [redacted] , [redacted] and [redacted] I called 7/14/and left a voicemail for Ms***er letting her know her concern has been received and our appliance service plan group will follow up with her asap 07/22/08:24: [redacted] s [redacted] m (AS [redacted] ) Bp [redacted] account number [redacted] service dates 4/1/to 4/10/ Appliance service plan history 4/19/ Refrigerator repair call with contractor /faulty compressor advised part not covered 07/09/ Customer called in stating that [redacted] (contractor) went out to repair refrigerator and they took minutes and told her the compressor was bad, not coveredCustomer did some investigating and got another tech on her own out and he told her she needed an appliance overload partShe ordered one and refrigerator is working fine nowShe has filed a complaint with CE as when she called in a CSR tried to upsell her to Gold while she was trying to find out what we were going to do to reimburse her for her lost food and the $part she got to fix RefrigeratorSent email to T [redacted] and have received copy of receipt 7/12/ MPSC complaint # [redacted] was filed regarding the compressor / unable to reach the customer a letter was mailed 7/17/ Customer was reimbursed $for the part Appliance service plan started 5/12/and was canceled on 7/30/ [redacted] with ASP was unable to find any new ASP contracts with Ms***er she was not able to reach her by phone eitherThe following letter was mailed to Ms***er by [redacted] *** [redacted] ***er [redacted] Dear Ms***er: In response to your note regarding the Appliance Service Plan, we have contacted you for more informationThe address you provided does not have the Appliance Service planIf you can provide the address that has the Appliance Service Plan I will look into the matter Thank you [redacted] Solution Manager Appliance Service Plan ###-###-#### mary***[redacted] @cmsenergy.com I said the following letter for closure July 21, [redacted] ***er [redacted] ** [redacted] Dear Ms [redacted] ***er, This letter is in response to the inquiry you filed with the Easter RevDex.com in regards to the Appliance Service Plan [redacted] in our Appliance Service Plan department has attempted to reach you by telephone regarding your concernsMs [redacted] can be reached at ###-###-#### Please feel free to contact me at ###-###-#### if you have any further concerns or questions regarding this matterAt this time I have closed your inquiry Sincerely, [redacted] m Customer Care Representative as [redacted] [email protected] cc: Eastern Revdex.com Closed inquiry 7/21/ Also complaint with same information 07/11/13:09: [redacted] C [redacted] (DC***) Notes didn't take 07/05/at 9:49am noted account and sent email to [redacted] & [redacted] at 9:58am Called Ms***er at ###-###-#### and got voicemailAdvised that someone from [redacted] office would be contacting her 07/12/14:39: [redacted] C [redacted] (DC***) Per [redacted] they have been unable to reach Ms***er nor has she responded to voicemailsThe following letter was sent today: July 12, Ms [redacted] ***er [redacted] Dear [redacted] ***er, I recently received an inquiry on your behalf from the Michigan Public Service Commission (MPSC) regarding an appliance repairUnfortunately we have been unable to reach you I apologize for any inconvenience this may have caused youI would be happy to assist you and address any questions or concerns you may have regarding repairs made or lack thereof Please contact me at your earliest convenience at ###-###-#### so we may discuss your concerns furtherI have closed your inquiry however again I will be happy to address any concerns you have in regards to the service call to your home Sincerely, [redacted] Customer Service Dept 07/12/closed MPSC Complaint
09/01/13:48:EST [redacted] s [redacted] (ASBERTRA) [redacted] / [redacted] AVE FLINTSERVICE DATES - 9/4/- 8/16/20163/20/PRIOR COMPLAINT WITH CMH [redacted] 5- Same issue and [redacted] wasunable to reach the customer by phoneA letter was mailed with abreakdown of the transfer addresses and datesA hearing was not requestedwhen this complaint was filed.1/24/PRIOR COMPLAINT WITH ASB [redacted] 1- Same issue, I was not ableto reach customer by phoneSent almost an identical letter to Claudia'swith the breakdown of the transfersA hearing was not requested when thiscomplaint was filed.TRANSFER HISTORYTransfer FromAccount [redacted] **.Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount [redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount [redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------TOTAL AMOUNT OF TRANSFER $3715.84TOTAL ACCUMULATED LATE PAYMENT CHARGES SINCE TRANSFER $1629.13REMAINING ACCOUNT BALANCE $1455.34, unpaid balance from 9/4/to8/16/while services were in [redacted] 's name.CUSTOMER CONTACT9/1/- Left a voicemail for Mr [redacted] to call me back regardinghis concerns.09/11/10:12:EST [redacted] s [redacted] (ASBERTRA)9/11/Left a voicemail for Mr [redacted] to call me back regardinghis concerns.09/12/13:41:EST [redacted] s [redacted] (ASBERTRA)***Correction to the amount of Late payment charges removed, $wasremoved$of the Late payment charges were valid and charged towardthe balance that had accumulated 9/4/to 8/16/2016Account balance is $1532.62The following letter has been mailed since I have not been successful withreaching Mr [redacted] September 12, [redacted] AveFlint, MI 48506-3058Account Number: 7242Dear Mr [redacted] ,This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your utility bill.I have reviewed your account and our records show you previously filed aninquiry in regarding this same issueAt that time [redacted] sent you a letter of explanationAn additional inquiry was filed Januaryand I sent a letter of explanation as well.I understand your concern is regarding the $3,energy charged toyour accountPer the prior investigation completed on your account ourrecords show each time you moved to a new address the final billing wastransferred to your active accountBelow is a list of the accounts andaddresses.Transfer FromAccount [redacted] **.Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount [redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount [redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------According to public records and credit reports you resided at [redacted] Street and [redacted] Avenue when the energy charges were accrued.In my review of your account I was able to determine that the balance of$exceeds the year collectable ruleTherefore the amount willremain owed under your name but will not be required to be paid for toobtain service and will not be transferred to an active accountLatepayment charges associated with the balance have been removed as well inthe amount of $1551.85.The collectable balance left owing is $This balance along with asecurity deposit of $will need to be paid in full to obtainutilities services.Please if you have any additional questionsI can be reached directly at###-###-####.Sincerely, [redacted] Customer Care Representativeas [redacted] @cmsenergy.comcc: Eastern Revdex.comClosed complaint 9/12/2017Tell us why here
CUSTOMER CONTACT- Attempted to reach at [redacted] on 01/17/2018, but there was not answering service to leave a message- Attempted to reach at [redacted] on 01/22/at approx1:PM, but there was no answering service to leave a message01/22/13:31:EST [redacted] ( [redacted] )- I have mailed a letter for closure on 01/22/2017:January 22, [redacted] Dear Mr***,You'll be pleased to know we've had a chance to review your inquiry placed with the Revdex.comI understand your inquiry is regarding having your service restored as soon as possible and responsibility of the balance in your name.I'm happy to see service was restored on 01/12/with a Medical Emergency Form.I've looked into your claim stating Consumers Energy is requiring you to pay someone else's billWhat I found was [redacted] 's and [redacted] 's bills were transferred to your account when you lived at [redacted] ***These were valid transfers.The address reports I pulled show you all living at this address while service was switching between their names, your wife's name, and yoursBecause the transfers were valid, [redacted] 's and [redacted] 's bills were paid while service was in your wife's name at the [redacted] *** address (account #***).Because all previous bills transferred indirectly from other's accounts were paid, you are responsible for the full balance of $14,This balance accrued under your name and your wife's namesIf you haven't started already, please try to seek assistance by calling First Call for HelpYou can reach them by dialing ***Please give me a call if any further questions; here's my direct line, [redacted] Thank you, [redacted] Customer Care [redacted] cc Eastern Revdex.com
02/14/09:45:EST [redacted] A [redacted] ( [redacted] ) [redacted] G [redacted] CA# [redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/- present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/15:59:EST [redacted] A [redacted] ( [redacted] )4:pm - I called ###-###-#### and got voicemailI left a message withmy contact information requesting a call back.02/17/11:22:EST [redacted] A [redacted] ( [redacted] )The customer had not contacted us to set up service/billing in his namefor the natural gas service at this addressThe previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved inThe owner provided us with Mr [redacted] 's information.The investigator was not aware that we were only able to bill the customerfor year of service from the date of discovery (Dec15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr [redacted] is only responsible forservice from December 15, and that $should be removed fromthe current balance, leaving a balance of $as his responsibility.11:am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed(I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $and he's contactingthe Salvation Army for help with the remainder[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balanceHe has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concernsHe thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/
04/05/10:01: [redacted] N [redacted] ( [redacted] R) [redacted] ***, [redacted] MI 48519-2803Dates of service: 08/08/to present.CUSTOMER INQUIRY OPENED AS OF 04/05/16.CURRENT BALANCE: $($past due)04/05/11:56: [redacted] N [redacted] ( [redacted] R)There have been defaults on the Shutoff Protection plan (SPP) in thelast months:06/08/for $past due01/11/for $past due04/05/- Tuesday at 11:am - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have the inquiry andthat I am available to discuss their concernsI left my direct phonenumber as well.04/05/13:33: [redacted] N [redacted] ( [redacted] R)04/05/- Tuesday at 1:pm - Ms [redacted] returned my phone call and wediscussed her inquiryI apologized for her frustration with our CustomerService department and their suggestions of seeking assistance withagencies or to see if anyone in her family would be able to help her makea payment on her billI explained that since there have been defaultson SPP in the last months the account is not eligible for a paymentprogram at this time because of the default history on her account.We do recommend seeking assistance through 2-1-and filing for the HomeHeating credit as a resource if any of our customers are unable to makepayment on their accountWe're sorry she felt insulted, and I agreed tosend her experience to the management team in our Customer Servicedepartment to be reviewed as a possible coaching opportunity.She stated that she has already moved from [redacted] ***, [redacted] to [redacted] **, [redacted] and can pay her past due amount of $on AprilShe understands our policy of paying a past due amount on her currentaccount prior to starting service at the new addressIn light ofcustomer service, I have started the new account at [redacted] k Ln(account number [redacted] ***8) effective today, and she will still makeher payment for the past due on April Since she has moved out of [redacted] ***, I also ended that account effective today.Ms [redacted] thanked me for my help and was happy with the resolution ofher inquiryShe had no further questions at this time.CLOSING CUSTOMER INQUIRY AS OF 04/05/16.Tell us why here
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would like to add that I actually had an apt for Consumers to come out on 7/11/to check my meter I was told that they would be out between 12:00pm - 4:00pm and I would receive a call before they came out About 3:50pm I called [redacted] because I had not received a call from Consumers and no one had been out I was told that they had left [redacted] a message, apparently that they wouldn't be out, but no one called me I waited all afternoon for NOTHING! I now have another apt scheduled for 7/@ 12:00pm - 4:00pm We shall see At this point, at least I feel that someone, ***, is understanding and listening to me She is seeing my concerns and I appreciate her greatly My July billing is also in line with where it normally is I find it interesting that it is now in line only after my complaining They are supposed to swap out my gas meter on 7/and send my old one to Jackson to be tested I have saved ***'s phone number and if EVER I need to speak to someone at Consumers, it will be her She is their gem.Thank you for assisting me with this matter I will be in touch if this isn't resolved Regards, [redacted] ***
[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]
03/12/12:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] M [redacted] / [redacted] / [redacted] RD HESPERIADates of Service: 11/03/- PresentRELEVANT ACCOUNT INFORMATION- Mr [redacted] is currently on the Shutoff Protection Plan for $permonth- The enrollment took place on 01/23/2018- The January bill was generated on 01/25/2018due on 02/19/for$234.00- The next bill was generated on 02/23/for $(SPP Paymentsowing)- We received a $payment on 03/08/2018, this took care of theJanuary SPP payment, due on 02/19/2018- As of today, 03/12/2018, the SPP amount owing is $234.00CUSTOMER CONTACT SUMMARY- Left message for Mrs [redacted] on 03/12/at 12:PM, at phone number###-###-####03/12/16:52:EST [redacted] W [redacted] (BW [redacted] )- Ms [redacted] called back on 03/12/2018- I apologized for the misinformation provided by the first CSR- She is aware I will be providing this for coaching- I went through the timeline above and explained why she does owe the$for her SPP payment- She said she never received the first bill with the SPP payment owing- I then offered her a $credit; she accepted- She thanked me for following up- Requested $amends on accountSUMMARY OF RESOLUTION- Address claim of billed for two cycles in one month/Need for adjustmentResolution: Customer didn't receive first bill on SPP, received secondbill and paid it shortly after receiving itShe is aware she owes forboth payments, minus the $creditMrs [redacted] knows there will beno further bill adjustment beyond the credit offered.- Address rude customer serviceResolution: I apologized for the way she was treated and let her know Iwould be providing this feedback to our Contact Center for internalfollow-up.I provided this information to John Racine for Contact Center follow-up.Corporate Complaint closed 03/12/
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN [redacted] ) [redacted] / 0769 [redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16... $269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted] . He stated that he moved out back in January and no longer liveswith [redacted] . He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN [redacted] )3/2/17- [redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted] to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017 [redacted] *Mason, MI 48854-9245Account Number: 0769Dear [redacted] ,I recently received an inquiry you placed the RevDex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely, [redacted] Customer Care Representative [redacted] . [redacted] @cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...