She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $by march and $from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed 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]
09/07/11:15: [redacted] W [redacted] (BW [redacted] ) [redacted] / / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/- PresentI spoke with Ms [redacted] on 09/07/at 11:AMI apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in halfAlso, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/14:10: [redacted] W [redacted] (BW [redacted] ) [redacted] provided an update on 09/07/2016:I spoke with the customer at 1:todayI explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairsI#m going to meet her tomorrow to discuss sod and reimbursementfor the bushThe customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/10:58: [redacted] W [redacted] (BW [redacted] )I sent a request for an update to [redacted] on 09/09/2016.09/09/12:19: [redacted] W [redacted] (BW [redacted] )I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bushI alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the projectSheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sodThe customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here
Dear Ms***,This letter is in response to your inquiry that was filed with the Revdex.com regarding the account at [redacted] I understand that you had some concerns about a security deposit request and your account balance.I was able to look into your concerns and found that on October 30, the electric services were disconnected for a past due balance of $The total balance at the time was $The turn-off notice that was sent states that a security deposit and reconnect fee may be charged once the services are disconnectedThe reconnection amount came to $418.72($past due, $reconnect fee, $security deposit)These charges are not shown until the next bill that's generated after there connect order, which may have caused some confusion.Once your payment of $was received on November 3, this left you with a remaining balance of $This is why the December bill reflected an account balance of $- the $past due, the$current energy charges, and the $late payment charge.On December 19, a Customer Service supervisor agreed to reverse the$security deposit and have a credit of $applied to the account in light of customer serviceThe deposit was refunded on December and your payment of $posted on December Once the credit applies to your account, this will leave you with a balance of $due January 4.Sadly, I have been unable to reach you by phoneIf you have anyadditional questions, please feel free to call or send me an emailIwould be happy to further assist youMy contact information will belisted below.With regards, [redacted] Customer Care Representative
This is just a status report Closure to follow after meter tests.07/11/09:47: [redacted] I [redacted] (EIHALLEN)---------------------------------------------------------------- [redacted] ----------------------------------------------------------------The inquiry was forwarded to [redacted] to follow up on the concernsregarding the interactions with the contact center representatives.The smart meter with meter number [redacted] was installed on the home at [redacted] on 12/9/15.Electric Meter Reading HistoryDate Read KWH Type Reason03/28/16,Actual04/29/17,Actual05/29/18,Actual06/27/19,Estimate Not Attempted07/30/19,Actual08/27/20,Actual09/26/21,Estimate Not Attempted10/27/22,Actual11/26/22,Actual12/29/23,Actual01/28/24,Actual02/26/25,Es...⇄ Not Attempted03/27/26,Actual04/28/27,Actual05/28/27,Actual06/29/28,Actual07/28/29,Es...⇄ Not Attempted08/26/29,Actual09/25/30,Actual10/26/31,Actual11/25/31,Estimate Not Attempted12/07/32,Actual Exchange12/08/Actual Installation01/02/Actual01/30/1,Actual02/29/2,Actual03/29/3,Actual04/27/3,Actual...⇄ Monthly Consumption ComparisonMonth Year KWH Days UPD ADTApril 26April 33April 42Month Year KWH Days UPD ADTMay 47May 48May 46Month Year KWH Days UPD ADTJune 59June 63June 60Month Year KWH Days UPD ADTJuly 69July 68July [redacted] UPD - Use Per Day [redacted] ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weatherOn 6/16/at 1:PM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/20/at 9:AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/23/at 9:AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/27/at 2:PM I called [redacted] and spoke with [redacted] ***Wediscussed that although I can see the potential for use in the history, Ican understand her concern based off the increase in energy used from theyear priorDuring our conversation we discussed that her concerns aremore than just the electric meter and I advised I would continue myinvestigation/review of her account including the gasWe scheduled ameter test to be performed on the electric meter on 7/11/between 12-4PMI advised that Ms [redacted] would be followed up with by a ContactCenter Manager to discuss her concerns regarding her prior interactionswith Consumers Energy representatives; and we agreed that I would followup with more information following the completion of the meter testMs[redacted] was provided with my phone number for direct communication regardingher account.Gas Communication Module was installed on 12/17/2015Gas Meter Reading HistoryDate Read Mcf TypeReason03/28/9,Actual04/29/9,Actual05/29/9,Actual06/27/9,Estimate Not Attempted07/30/9,Actual08/27/9,Actual09/26/9,Estimate Not Attempted10/27/9,Actual11/26/9,Actual12/29/Actual01/28/Actual02/26/Estimate NotAttempted03/27/Actual04/28/1,Actual05/28/1,Actual06/29/1,Actual07/28/1,Estima...⇄ Not Attempted08/26/1,Actual09/25/1,Actual10/26/1,Actual11/25/1,Estimate Not Attempted12/16/1,Actual GCM*installation12/17/1,60201/02/1,Actual02/01/1,Actual03/01/2,Actual03/29/2,Act...⇄ Gas Communication ModuleGas Monthly Consumption ComparisonMonth Year MCF Days UPD ADTApril 26April 33April 42Month Year MCF Days UPD ADTMay 47May 48May 46Month Year MCF Days UPD ADTJune 59June 63June 60Month Year MCF Days UPD ADTJuly 69July 68July [redacted] UPD - Use Per Day [redacted] ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weather, except theGas consumption billed for May and June bill months which do reflect moreenergy used than anticipated
11/03/12:32:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] MI 48625Account Number: ***Dates of Service: Prior to May - Present [redacted] 11/2/- Assigned to: [redacted] CUSTOMER CONTACT SUMMARY:11/3/12:30- I called [redacted] at ###-###-#### and left a voicemail explaining Ireceived the inquiry she placed with the Easter Revdex.com andhave forwarded it to a meter reading supervisor in her areaI let herknow they will be following up with her within the next few business days.11/09/07:47:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] RELEVANT ACCOUNT INFORMATION:- Threats of Violence - Police Escort on account from 12/9/- 1/10/16- Threats of Violence - Police Escort added to the account 11/2/[redacted] SUMMARY OF RESOLUTION:11/8/17- [redacted] sent me the following information:On 11/7/Meter Reading Supervisor, [redacted] had called and lefttwo voicemails with the customer that have not been returned.- Because they have not heard back from the customer the following letterwas sent:November 8, 2017Mrs [redacted] , MI 48625-7353Re: ComplaintDear Mrs [redacted] ***,We have been attempting to contact you in regards to an issue you haveexperienced with Consumers Energy and your meter readsWe apologize forany inconvenience that this issue has caused youYour account has beencoded as police escort and your reader will not be coming to your homewithout a police escort.Since we have not been able to get in touch with you, we would like toassure you that we value you as a customerWe apologize again for theinconvenience that this issue has caused youIf you would like pleasecontact me at ###-###-#### or [redacted] [redacted] @cmsenergy.com to discuss thisfurther.Respectfully, [redacted] Gas DistributionTell us why here
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] I am not satisfied because the same thing that happened in november of also happened in I feel that consumers energy could have forwarded the balance when we were on [redacted] also I feel that the account was in collections then but no contact was ever made [redacted] had a forwarding address request in at the post office so even if consumers did not have the new address (which they did because he called in to get service in his name at the new address) the mail sti would have gotten forwardedI feel that consumers energy needs to place his account back in collections where it was and let [redacted] pay his bill seperate and not joint with my billWe recieve food stamps and medicaid because we are low income and having the bill this high with no other choice than a month is s financial stressIf they won't remove it then they should at least lower the payments for the protection plan we are onAll in all this is bad business practice for consumers energy to say this balance slipped through the cracks in and I should not be penalized for it Regards, [redacted]
09/19/08:38:EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION [redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/- PresentCUSTOMER CONTACT SUMMARY09/07/| 9:AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the RevDex.com and reached his voicemailLeftmessage with my contact information and explained our Energy Deliverydepartment would be investigating furtherSomeone from that group wouldthen be calling him to discuss thisAdvised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr [redacted] by phone and reached his voicemailHe left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr [redacted] again by phoneand was unable to speak with himHe left another message at that timerequesting Mr [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with himHe left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/to address his concerns: [redacted] September 15, 2017Mr [redacted] MI, 48314Site Address [redacted] **Troy, MI 48085Dear Mr***,This letter is in response to the inquiry that you submitted regarding themeter at your homeI attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger onesTo clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was oldYou are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gasIf you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemandSince the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customerWe're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the homeFrom there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issueIf you haveany questions please feel free to contact meMy direct line is###-###-####.Sincerely, [redacted] ***Energy Delivery Request Team Leader***.***@CMSENERGY.COMTell us why here
05/31/16:12:EST [redacted] N [redacted] (EN [redacted] ) [redacted] B [redacted] / [redacted] RD SAGINAW MI 48604-15545/31/17-I called [redacted] and reached a voicemail for [redacted] .I left a message letting her know that I was reviewing the account andwould follow upI also left my direct dial number and office hours forher to contact me back.06/06/09:24:EST [redacted] N [redacted] (EN [redacted] )I reviewed the account and found the following:-Customer started service in May and in February enrolled on thebudget plan progrhad to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan progrorder to enroll on the program the account should be at a zerobalanceInstead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan yearThe new budget amount for2017-would be $per month and this is based on the prior monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, [redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr [redacted] ,I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frameThis program runs from June until May and is calculatedbased on the prior months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thanamount being owed which is what has happened in this caseIt ismost beneficial after having lived at location for more than months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-plan year would be $per monthIf you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely, [redacted] Customer Care RepresentativeCOMPLAINT CLOSED 6/6/
04/25/15:40: [redacted] J [redacted] 4/25/3:pm - I called Mr [redacted] at ###-###-#### and spoke with him about hisconcernsI first apologized for the delay in the billing of his accountagain and then explained what had occurredIn December we had an issuewith the estimated intervals for the Time of Use (TOU) billing whichcaused the bills to be delayedWhen they were released it was at thesame time as the January bills and they went out the same dayI let Mr[redacted] know that when we generate and mail a bill we give at least daysbefore the bill is dueIf the payment is not received a turn off noticewill generate days after the due dateI explained that in January hedidn't pay both balances and that is why he received a turn off notice andI apologized to him about that.- I let Mr [redacted] know that the April bill has been delayed due to a rateincrease that was approved by the MPSCBecause of TOU billing our systemis preventing us from billing the old and new rate for the same billingcycleBecause of this we have delayed the billing until the end of thisweekThe April bill will be billed entirely at the old rate and the Maybill will come out soon afterwards with the new rateI let Mr***know the bills we come out close together and because of this I will put ahold on the account that will prevent a turn off notice from generating incase he is unable to pay both balances at onceI also let him know thatif he needs to make payment arrangements I would be happy to help him withthat.- I again apologized to Mr [redacted] for the delayed billings and let himknow we have implemented fixes in our system to prevent these types ofbilling delays in the futureI let him know that this delay was not juston his account but for all of our TOU accountsHe thanked me for callingand ended the call
October 19, 2017Ms [redacted] , MI 49642-5729Account number: ***Dear Ms [redacted] ,Thank you for your Eastern Revdex.com (Revdex.com) inquiry about theaccount at [redacted] **, [redacted] I understand your electric use has beenhigher than you expected at this address and that you have some concernsabout payment arrangements on your account.I have been able to look into your concerns and found that there was anAppliance Service Plan (ASP) on your account from 10/05/until 06/03/14.The ASP contract is for months, however in light of customer serviceyour plan was cancelled within monthsThe charges for the time whenyou had the plan have been paid and did not have an effect on your abilityto set up a payment plan, and there are no "write off" charges on youraccount from that plan.Your account remains eligible for payment arrangements if you need them inthe future.We apologize for any incorrect information provided to you by our CustomerService agentPlease know that this has been shared with the managementteam in our Customer Service department to review for coachingopportunities.I was also able to review a history for your electric and gas use at thisaddressWhile you've reduced your gas use over the last two winters, theelectric use has increased slightly during the winter monthsAre youusing any supplemental electric heating during the winter months? Thesummer use for the last two years has also increased significantlyAreyou using any cooling equipment, such as air conditioning?While we are able to tell you how much energy is used, we aren't able totell you how it is being used in the homeNow that there is an upgradedmeter at the home, you can monitor your daily and hourly use onlinethrough our website (www.consumersenergy.com)This may help you gain abetter understanding of how you are using the electricity.We do work with local contractors to offer many energy efficiencyprograms, such as a Home Energy AnalysisYou can call ###-###-#### toobtain more information about the analysis or if you have any questionsabout the programSadly, some of those programs have a charge associatedwith the service they provideThere are also programs available forincome-qualified customers, like the Helping Neighbors ProgramYou canfind out more information about this program by calling CLEAResult at###-###-#### or on our website at www.consumershelpingneighbors.com.I regret that I have been unable to reach you by phone, and it is my hopethat this letter has addressed your concernsIf 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] Customer Care Representative***[redacted] @cmsenergy.comSUMMARY OF RESOLUTION:- (Address why customer was denied payment arrangements) - There are noconditions that would prevent a customer service agent from being able toset up an installment planIf the agent was not able to set up aninstallment plan, they should have gotten a team leader involvedThiswill be sent to review for coaching opportunities with the Contact CenterManagement team.- (Address write off account - ASP) - there are no write off charges onthis account that would prevent the customer from setting up aninstallment plan.- (Do we have documents that customer cancelled ASP and date) thecustomer's contract was from 10/05/to 10/04/14, however in light ofcustomer service the ASP contract was cancelled early on 06/03/and theywere not charged past the cancellation date.- (Address home inspection and if she qualifies) - HEA and other programsare not provided free of charge to our customers, however the customer mayqualify for help through the Helping Neighbors ProgramThat informationwas provided in the letter/email sent.- (Address high bills) - the customer's gas use has been reduced duringthe last winters, but that has been accompanied by an increase inelectric during the same timeframeThis may indicate a heat source shiftto electric heatThe increased electric use (on both the old and newmeters) during the summer months could be due to air conditioning, howeverthis will be up to the homeowner to determine.- (Consumption comparison history)- shown above is a 36-month bill/usehistoryCLOSINGTell us why here
08/21/16:06:EST [redacted] N [redacted] (RNRICHAR)CUSTOMER INFORMATION: [redacted] ***, Saint Johns MI 48879-8913Account number: ***Dates of service: 01/31/to present.CUSTOMER INQUIRY OPENED AS OF 08/21/17.08/21/17:06:EST [redacted] N [redacted] (RNRICHAR)RELEVANT ACCOUNT INFORMATION:Timeline of events:-08/13/- 3:pm - customer made an online payment for $290.27-08/13/- 3:pm - customer made an online payment for $117.42-08/14/- 2:pm - Customer Service Representative (CSR) [redacted] ***accessed the accountShe requested from our Electronic Payments PO Boxfor the payment to be reversed.-08/18/- 3:pm - CSR [redacted] sent a second request for thepayment to be reversedShe did call the customer to inform them of therequest.-08/19/- 10:am - CSR [redacted] sent a third request to PO Box:Electronic Payments to reverse the payment the customer authorized online.-08/21/- 7:am - [redacted] in Electronic Payments group confirmedthe payment has been reversed, and will post to her bank account within 3business days [redacted] left a voicemail message with the customerto confirm this information.-08/21/- 1:pm - The customer spoke with a Call Center Team Leader( [redacted] ), advised the customer of the above informationThepayment reversal should have taken place within business days (08/16),but was not processed until today (08/21)This will be reviewed forpossible coaching with our Electronic Payments group, and [redacted] agreed toadd a credit of $to the customer's account (to appear on the nextbilling statement) in light of customer service, as well as to cover theoverdraft fees the customer states they accrued.CUSTOMER CONTACT SUMMARY:- 08/21/- 4:pm - spoke with [redacted] at phone number###-###-####We discussed:- The timeline of events (above).- She authorized a payment for $(the full accountbalance), and then minute later authorized a payment for the past dueamount of $117.42.- She confirmed that she spoke with [redacted] earlier, who wasable to resolve her concerns by confirming that the payment was reversed back to her bank, and a credit would be applied to her next billing statement for $to cover any fees from her bank [redacted] also agreed to review the calls with [redacted] and [redacted] for any possible coaching opportunities as well as recommend coaching for our Electronic payments group to prevent delays in payment reversal in the future.Ms [redacted] states she doesn't remember authorizing the payment for the full balance, but does remember it being an option to payI was able to look into this, and confirmed that she authorized both payments and that no error occurredIn the future, we agreed that it is best to confirm only the amount she is looking to pay, and can contact our customer service department for any assistance before a payment is authorizedShe plans on paying by check going forward.The customer thanked me for the follow up call, and feels that her concerns have been addressedShe is satisfied with the resolutionSUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customer authorized both payments, and she has chosen to pay with a check by mail in the future to prevent this from occurring again.-(over draft fees/late charges) - Call Center Team Leader authorized a $credit to the customer's accountCLOSING CUSTOMER INQUIRY AS OF 8/21/17resolve her concerns by confirming that the payment was reversedback to her bank, and a credit would be applied to her next billingstatement for $to cover any fees from her bank [redacted] also agreedto review the calls with [redacted] and [redacted] for any possible coachingopportunities as well as recommend coaching for our Electronic Paymentsgroup to prevent delays in payment reversal in the future.- Ms [redacted] states she doesn't remember authorizing thepayment for the full balance, but does remember it being an option to pay.I was able to look into this, and confirmed that she authorized bothpayments and that no error occurredIn the future, we agreed that it isbest to confirm only the amount she is looking to pay, and can contact ourcustomer service department for any assistance before a payment isauthorizedShe plans on paying by check going forward.- The customer thanked me for the follow up call, and feelsthat her concerns have been addressedShe is satisfied with theresolution.SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customerauthorized both payments, and she has chosen to pay with a check by mailin the future to prevent this from occurring again.- (over draft fees/late charges) - Call Center Team Leader authorized a$credit to the customer's account.CLOSING CUSTOMER INQUIRY AS OF 08/21/
05/03/11:55:EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION [redacted] / [redacted] BEAVERTON MI 48612-9786Dates of Service: 01/09/- PresentRELEVANT ACCOUNT INFORMATIONDunning HistoryDate Action03/09/Turn-Off Notice Mailed ($483.10)04/03/Mid-Cycle Call Made - Completed04/06/Intent to Disconnect Mailed05/02/Service Disconnected due to Non-PaymentMonth Payment HistoryDate Amount06/07/$94.6609/05/$100.0009/22/$1,(Agency Payment)02/06/$250.53- This customer requested to enroll in the Shut-Off Protection Plan on12/19/and 01/10/2018, but failed to make either required down paymentto enroll in the planThere have been a total of three failed enrollmentattempts into the Shut-Off Protection Plan within the last months.- A medical hold was approved from 03/09/- 03/30/A secondmedical hold was requested to restore the service and Consumers Energyreceived the faxed form on 05/02/Upon contacting the doctor'soffice listed on the form, they advised that the customer had beenreleased from their practice and they are no longer a patient.- We contacted the customer following that verification on 05/02/toadvise that a valid medical emergency form would need to be provided orthe customer would need to pay the account off or seek assistance torestore the service.CUSTOMER CONTACT SUMMARY05/03/| 12:PM- I contacted Ms [redacted] (who is authorized on the account) on05/03/at ###-###-#### to discuss the concerns she submitted to theRevdex.com regarding this account.- When I asked her about the denied medical emergency form, she confirmedthat her mother-in-law does not currently have a doctor at the practice.I told her that if we receive a valid medical emergency form, the servicecan be restored temporarily while she addresses the balance.- Since she's received assistance for this account in the past, I askedMs [redacted] if she's currently working with any agenciesShe told methat she was working with True North, but they never called her back aftershe applied for assistanceA recent call into them verified that theydidn't receive her application, so that process was never started.- I told Ms [redacted] that I understood her mother-in-law was at the homewithout power, but advised that we could not restore the service withoutreceiving a valid medical emergency form or authorization from an agencythat assistance funding will be approvedI provided her with the phonenumber to the United Way of Jackson and First Call for Help and advisedthat there is still available assistance fundingSince she qualified forthat assistance before, it's likely she'll be able to get help with thecurrent balance.- I verified that we have agents available 24/once a valid medicalemergency form is received or a payment is authorized to restore theelectric service.- I provided Ms [redacted] with my contact information and verified she hadno other questionsI advised she call me if she needed additionalassistance with this.SUMMARY OF RESOLUTIONAddress SNP- This account was disconnected due to non-payment for a past-due balanceof $472.68.- The customer has only made one payment in the last monthsMedical Emergency- Consumers Energy has approved medical emergency holds in the past, mostrecently from 03/09/- 03/30/2018.- A recent medical emergency hold was denied on 05/02/because thedoctor's office verified that the customer's mother-in-law is no longer apatient of their practiceAssistance Help- Ms [redacted] indicated that she was working with True North, but theydid not receive the application she sentI provided her with contactinformation for the United Way of Jackson and First Call for Help.- Ms [redacted] is aware that unless she pays the required $torestore service, a valid medical emergency form will need to be faxed tous or an agency will need to authorize assistance funding be applied toher account.Customer concerns have been addressed.Compliant closed 5-3-2018Tell us why here
06/21/10:02: [redacted] W [redacted] (BW [redacted] ) [redacted] T [redacted] / [redacted] Dates of Service: 09/22/- PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $Month Payment HistoryDate Amount06/29/$86.0008/25/$70.0009/21/ $100.0011/02/$100.0001/16/$70.0003/07/$100.0003/21/$100.0004/04/$100.0006/06/$15...⇄ HistoryDate Action05/25/Turn-Off Notice Mailed06/01/Mid-Cycle Call - Completed06/04/Intent to Disconnect MailedPayment Extension Hold 06/04/- 06/11/1606/20/Sealed for Non-PaymentNotes from Contact Center06/21/- Customer aware had a turn-off notice for $and onlypaid $Aware turn-off notices must be paid in full to avoiddisconnectionCustomer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a paymentAware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr [redacted] has defaulted twice from the Shutoff Protection Plan within thepast monthsHe's not eligible for another enrollment until August 3,2016.I spoke with Mr [redacted] on 06/21/at 10:AMHe said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off NoticeTherefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistanceHe said he sought assistance andcan't get itI informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$for the turn-off notice and a $reconnect fee.Mr [redacted] said that we're not willing to work with himI informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balanceI suggested this was an attempt for us towork with himHe disagreed.Mr [redacted] is aware we need $to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/
09/06/12:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] A [redacted] / / [redacted] VERMONTVILLE [redacted] T [redacted] / / [redacted] VERMONTVILLEDates of Service: Pre-July - PresentRELEVANT ACCOUNT/PREMISE INFORMATION- This property is owned by [redacted] T & [redacted] S [redacted] since and is 100%homestead- Previous customer is [redacted] T [redacted] , who owes $6444.75- Per Experian, [redacted] has resided at this address since 2/8/2013- [redacted] ID also places her at this address since 2/24/2015- Per Experian, [redacted] T [redacted] has resided at this address since 3/11/2006- I received a lease agreement dated 7/24/for [redacted] from [redacted] - Service was reversed out of Ms [redacted] 's name and placed back into Mr[redacted] 's nameCUSTOMER CONTACT SUMMARY- I spoke with Ms [redacted] on 09/06/at 12:PM- I informed her that per an address report, we show that she lived atthis address while service was in her name and that Mr [redacted] is stillliving at this address- I said that the fact they are related does not allow us to deny servicein this case- I explained that we are requiring him to pay his balance because we canstill place him at this address and she benefitted from service in hisname- Then I told her that we could place the service into her name if shecould prove that Mr [redacted] is living somewhere else*She said she couldn't do this- She said that she will then be looking to move to a new place where shecan start service- I advised her that we wouldn't be holding her responsible for Mr[redacted] 's bill, as long as Mr [redacted] doesn't move with her- She thanked me for calling and explaining this information- Then she asked how long the service will remain on for*I informed her I will leave a hold on the account through 09/11/2017;after that, the service could be disconnected- I also requested her payment of $be refunded to her*She is aware this could take up to days to receiveSUMMARY OF RESOLUTION- FACTA or FraudResolution: This is not a FACTA issue, both parties would have benefittedfrom service under each other's namesThis was reviewed by our Frauddepartment.- Why was service placed into her name received a bill, then taken out(denied service)Resolution: As a part of the Fraud review process, service is placed intothe customer's name and will either continue in their name or be reversed.The service was reversed out of Ms [redacted] 's name after she received abill for a partial month.She made a payment towards this partial-month bill then the service wasreversed out of her nameI have requested this credit to be sent to Ms[redacted] .MAE Complaint closed 09/06/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.Power was turned back on at our new home last night as promised by consumers Regards, [redacted]
Dates of service: 01/27/to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/(FEB) $$177.5202/14-03/(MAR) $$411.50**Note: $includes both bills and a late payment charge of $3.41.Current meter #was tested on 12/09/and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-27Jan-43Feb-87Mar-71Apr-59Dec-74Jan-6003/21/- Tuesday at 4:pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concernsI provided my directphone number for her to call back.03/21/17:01:EST [redacted] ( [redacted] )03/23/08:38:EST [redacted] ( [redacted] )03/21/- Tuesday at 5:pm - spoke with Mrs [redacted] about herconcernsWe discussed the use on her two billing statements and thepotential for use at this addressIn fact, when compared to last winterand the previous party#s use at this address, I confirmed that MrandMrs [redacted] have been taking steps to be conservative with their useIassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accuratelyShe didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/a holdwas placed until 03/14/because she suspected that the first bill mayhave been prorated based on the last actual readJennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month billThis may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple timesI confirmed that there were no billadjustments completed, only a second bill after the 3/billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar Total/averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etcI asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sureWedetermined that she does have a forced-air furnace, and Mrs [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heatThis is having an effect on herelectric billIf there is an increase between and am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/downI explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional trainingIapologized for any confusion her interactions with our CSRs may havecaused Mrs [redacted] , and assured her that this has been sent to themanagement team in our Customer Service departmentThey will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for kWh.Once is for kWh of the use and the other is for the remaining 423kWhShe was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $as an apology for thefrustration she's experiencedI offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/
10/05/17:11:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] MI 49307Dates of Service: August 29, - Present [redacted] RELEVANT ACCOUNT INFORMATION:- 10/14/customer enrolled in auto pay/recurring card payments.- 3/28/credit card declined by bank.- 4/27/ credit card declined by bank.- 4/27/de-enrolled from auto pay.***Payment HistoryDate Amount10/14/$ autopay10/24/$ autopay11/28/$ autopay12/28/$ autopay01/27/$ autopay02/27/$ 36.4403/28/$ 27.4905/16/$ 45.9509/24/$270.20***- Notes on the account by Customer Service Representative 9/29/that sheremoved late fee from the account[redacted] CUSTOMER CONTACT SUMMARY:10/3/4:pm- I called [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenienceI also left mycall back number.10/4/1:pmI called Mr [redacted] at ###-###-#### and left a 2nd voicemail asking him toreturn my callI again left my call back number.10/05/17:17:EST [redacted] J [redacted] (DJ [redacted] )SUMMARY OF RESOLUTION:10/5/17Because I have not received a response from Mr [redacted] I sent him thefollowing letter:October 5, [redacted] MI 49307Account Number: 0201Dear Mr***,I am writing in response to an inquiry you placed with the Eastern BetterBusiness Bureau regarding your accountRegretfully I have not been ableto reach you by telephone.After reviewing your account I see that you were removed from auto pay onApril when we were unable to receive a payment from your debit/creditcard for two months as it was deniedYou can set this up again throughyour online profile and we would once again be able to receive yourpayments automatically if you choose.When you spoke with a customer service representative on September 29about your account she removed the late fees that had been added as yourequestedYou stated calls were disconnected three times when youattempted to call usI am very sorry to hear that as I know howfrustrating that would beBecause of your inconvenience I have added a$credit to your accountThat credit will be applied on your nextbilling cycle.I apologize again for the issue of attempting to speak to us regardingyour accountIf you have any additional questions please call medirectly at ###-###-#### and I will be happy to assist you.Respectfully, [redacted] Customer Care Representative###-###-#### [redacted] [redacted] @cmsenergy.comCC: Eastern Revdex.comComplaint closed
04/25/16:25:EST [redacted] N [redacted] (RNRICHAR)Felecia JacksonFlamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/07:57:EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC: [redacted] + CC: [redacted] .04/25/# Tuesday at 4:pm # spoke with [redacted] at phone number###-###-####Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorderThe order was an "all day" appointment, and that was between amand pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessaryI agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employeesMs [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department( [redacted] ), who also apologized for her experience, and placed a creditfor $on her new accountShe indicated that [redacted] was veryhelpful, and appreciated the credit.Ms [redacted] said she is not upset, but would like the service hooked upthere as soon as possibleShe has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeterI have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted] , [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted] ***I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms [redacted] this morning to discuss her concernsIapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new serviceShe understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with thatAlso, I told Ms [redacted] to make sureher breakers are off so the crew can energize the socketSheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/
04/26/13:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] N [redacted] / [redacted] MI 48341-1177Dates of Service: September 24, - Present [redacted] 4/26/- Assigned to: ASP Complaints [redacted] Previous concerns for same issue:Notification # [redacted] , Corp complaint 4/12/18Notification # [redacted] , Social Media complaint 4/17/[redacted] CUSTOMER CONTACT SUMMARY:4/26/1:pm- I called [redacted] at ###-###-#### and left a voicemail explainingI received the inquiry he placed with the Revdex.com regardinga repair contractorI let him know I would be forwarding this to our ASPdepartment and they will be following us within the next few businessdays.05/01/10:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] SUMMARY OF RESOLUTION:5/1/18- I received the following information from [redacted] in our ApplianceService Plan (ASP) department:We created the escalation on 4/4/and due to delays in response timefrom the Solution Center, the escalation was not attended to in a timelyfashion.The tub seal is not covered by the appliance service plan, two techniciansreached the same diagnosis after the customer's request for a 2nd opinionwas fulfilled.Our contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the factThe tech should havecommunicated this policy to the customer.Per the ASP department they will be working with contractors to emphasizethe importance of communicating why they are doing what they're doing andthat it protects us and the customer from any frustration in the future.Gas Field Leader, [redacted] called Ms [redacted] on 4/12/18, 4/18/18,4/26/and 4/30/He left voicemails with his call back number askingthem to return his call to go over their concerns but he didn't receive aresponse.Because he didn't receive a response the following letter was sent fromthe ASP department:Ms [redacted] -My name is [redacted] , I'm the call center manager for the ApplianceService Plan Solutions CenterI received your Facebook concern and theconcern filed with the Michigan Public Service Commission.I apologize for the frustration that you've had receiving a repair on yourwashing machineBased on the information from the orders, I see thatwe've had two separate technicians, both a Consumers Energy ApplianceTechnician and one of our contracted partners at the home to confirm thediagnosis and they found that the tub seal was in need of repairI amglad that we were able to save you the out of pocket cost of those twoservice calls, repairs on the tub and its seal are not covered under theAppliance Service PlanThe coverage exclusions are outlined in the terms& conditions of the plan - this document can be found online atwww.applianceserviceplan.com or in the welcome packet sent after yourenrollment on the plan.Regarding your request for cancelation, we will not be making any changesto the plan at this time - if there are changes that you'd like to make,please contact myself, Mr [redacted] , or the ASP Solutions Center and wewill be happy to complete that process as best we are able.The contractor field leader, [redacted] , attempted to contact you ontwo separate occasions to hear your concerns and communicate how we intendto improve or resolve your issue, but he was unable to reach you - leavingseveral voicemails instead.If you'd like, Mr [redacted] can be contacted at ###-###-#### if you havequestions relating to the technical aspect of your repair, or I can bereached at ###-###-#### if you have any questions relating to yourexperience with the Solutions Center, where your order was created.I hope this letter finds you well and that you have a wonderful spring, ifyou have any other concerns or questions, please reach out to either ofus[redacted] Call Center Manager for Appliance Service Plan Solutions Center###-###-#### [redacted] CUSTOMER CONCERNS TO BE ADDRESSED:Contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the factThe contractor should have communicated the policy of the taking ofpictures to the customerWe will be working with our contractors on thispolicy going forward as wellThe customer would need to contact us regarding canceling their plan.Complaint closed 5/1/
05/21/10:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] A [redacted] / [redacted] / [redacted] EBELAR DR TRAVERSE CITYDates of Service: 03/15/- 03/29/2018RELEVANT ACCOUNT INFORMATION- The move-out was requested via the IVR (automated system)- The total balance is $32.58- The balance is not old enough to be sent to the credit bureaus We have reached the customer and have resolved the issue, please find thedetails below.After reviewing the call the agent and supervisor did touch bases on whythe customer was calling but the CSR did not educate the customerthoroughly on the IVR SYSTEM however they were apologetic to the customersconcernsI have talked the customer and educated him on our IVR systemalong with sending him out a duplicate billThe customer was happy that Icalled him back to educate him on the account and the fact that I emailedhim his final billHe was able to see it while we were on the phonetogetherI have offered the customer a credit of $(amends) and theremainder of the credit will be mailed to him once it's placed on to theaccount- I replied back asking why the bill was not sent to the correct address05/25/08:38:EST [redacted] W [redacted] (BW [redacted] )- I sent a second request for information why the bill wasn't sent to thecorrect address05/25/08:40:EST [redacted] W [redacted] (BW [redacted] )- [redacted] informed me the mailing address issue was due to CSR Error SUMMARY OF RESOLUTION- Address Final Bill/Collection AgencyResolution: The final bill has been covered with a credit to thecustomer's accountThe bill was not past due long enough to affect thecustomer's creditOnce the credit has been applied, it will reflect onthe Collection Agency's end as well.- Address why bill was sent to incorrect address
She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $by march and $from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed 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]
09/07/11:15: [redacted] W [redacted] (BW [redacted] ) [redacted] / / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/- PresentI spoke with Ms [redacted] on 09/07/at 11:AMI apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in halfAlso, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/14:10: [redacted] W [redacted] (BW [redacted] ) [redacted] provided an update on 09/07/2016:I spoke with the customer at 1:todayI explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairsI#m going to meet her tomorrow to discuss sod and reimbursementfor the bushThe customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/10:58: [redacted] W [redacted] (BW [redacted] )I sent a request for an update to [redacted] on 09/09/2016.09/09/12:19: [redacted] W [redacted] (BW [redacted] )I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bushI alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the projectSheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sodThe customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here
Dear Ms***,This letter is in response to your inquiry that was filed with the Revdex.com regarding the account at [redacted] I understand that you had some concerns about a security deposit request and your account balance.I was able to look into your concerns and found that on October 30, the electric services were disconnected for a past due balance of $The total balance at the time was $The turn-off notice that was sent states that a security deposit and reconnect fee may be charged once the services are disconnectedThe reconnection amount came to $418.72($past due, $reconnect fee, $security deposit)These charges are not shown until the next bill that's generated after there connect order, which may have caused some confusion.Once your payment of $was received on November 3, this left you with a remaining balance of $This is why the December bill reflected an account balance of $- the $past due, the$current energy charges, and the $late payment charge.On December 19, a Customer Service supervisor agreed to reverse the$security deposit and have a credit of $applied to the account in light of customer serviceThe deposit was refunded on December and your payment of $posted on December Once the credit applies to your account, this will leave you with a balance of $due January 4.Sadly, I have been unable to reach you by phoneIf you have anyadditional questions, please feel free to call or send me an emailIwould be happy to further assist youMy contact information will belisted below.With regards, [redacted] Customer Care Representative
This is just a status report Closure to follow after meter tests.07/11/09:47: [redacted] I [redacted] (EIHALLEN)---------------------------------------------------------------- [redacted] ----------------------------------------------------------------The inquiry was forwarded to [redacted] to follow up on the concernsregarding the interactions with the contact center representatives.The smart meter with meter number [redacted] was installed on the home at [redacted] on 12/9/15.Electric Meter Reading HistoryDate Read KWH Type Reason03/28/16,Actual04/29/17,Actual05/29/18,Actual06/27/19,Estimate Not Attempted07/30/19,Actual08/27/20,Actual09/26/21,Estimate Not Attempted10/27/22,Actual11/26/22,Actual12/29/23,Actual01/28/24,Actual02/26/25,Es...⇄ Not Attempted03/27/26,Actual04/28/27,Actual05/28/27,Actual06/29/28,Actual07/28/29,Es...⇄ Not Attempted08/26/29,Actual09/25/30,Actual10/26/31,Actual11/25/31,Estimate Not Attempted12/07/32,Actual Exchange12/08/Actual Installation01/02/Actual01/30/1,Actual02/29/2,Actual03/29/3,Actual04/27/3,Actual...⇄ Monthly Consumption ComparisonMonth Year KWH Days UPD ADTApril 26April 33April 42Month Year KWH Days UPD ADTMay 47May 48May 46Month Year KWH Days UPD ADTJune 59June 63June 60Month Year KWH Days UPD ADTJuly 69July 68July [redacted] UPD - Use Per Day [redacted] ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weatherOn 6/16/at 1:PM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/20/at 9:AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/23/at 9:AM I called [redacted] and left a voice message on ageneric voice mail providing my phone number for contact.On 6/27/at 2:PM I called [redacted] and spoke with [redacted] ***Wediscussed that although I can see the potential for use in the history, Ican understand her concern based off the increase in energy used from theyear priorDuring our conversation we discussed that her concerns aremore than just the electric meter and I advised I would continue myinvestigation/review of her account including the gasWe scheduled ameter test to be performed on the electric meter on 7/11/between 12-4PMI advised that Ms [redacted] would be followed up with by a ContactCenter Manager to discuss her concerns regarding her prior interactionswith Consumers Energy representatives; and we agreed that I would followup with more information following the completion of the meter testMs[redacted] was provided with my phone number for direct communication regardingher account.Gas Communication Module was installed on 12/17/2015Gas Meter Reading HistoryDate Read Mcf TypeReason03/28/9,Actual04/29/9,Actual05/29/9,Actual06/27/9,Estimate Not Attempted07/30/9,Actual08/27/9,Actual09/26/9,Estimate Not Attempted10/27/9,Actual11/26/9,Actual12/29/Actual01/28/Actual02/26/Estimate NotAttempted03/27/Actual04/28/1,Actual05/28/1,Actual06/29/1,Actual07/28/1,Estima...⇄ Not Attempted08/26/1,Actual09/25/1,Actual10/26/1,Actual11/25/1,Estimate Not Attempted12/16/1,Actual GCM*installation12/17/1,60201/02/1,Actual02/01/1,Actual03/01/2,Actual03/29/2,Act...⇄ Gas Communication ModuleGas Monthly Consumption ComparisonMonth Year MCF Days UPD ADTApril 26April 33April 42Month Year MCF Days UPD ADTMay 47May 48May 46Month Year MCF Days UPD ADTJune 59June 63June 60Month Year MCF Days UPD ADTJuly 69July 68July [redacted] UPD - Use Per Day [redacted] ADT - Average Daily Temperature gathered from Weatherdatadepot.comThe Consumption falls into line based off history and weather, except theGas consumption billed for May and June bill months which do reflect moreenergy used than anticipated
11/03/12:32:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] MI 48625Account Number: ***Dates of Service: Prior to May - Present [redacted] 11/2/- Assigned to: [redacted] CUSTOMER CONTACT SUMMARY:11/3/12:30- I called [redacted] at ###-###-#### and left a voicemail explaining Ireceived the inquiry she placed with the Easter Revdex.com andhave forwarded it to a meter reading supervisor in her areaI let herknow they will be following up with her within the next few business days.11/09/07:47:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] RELEVANT ACCOUNT INFORMATION:- Threats of Violence - Police Escort on account from 12/9/- 1/10/16- Threats of Violence - Police Escort added to the account 11/2/[redacted] SUMMARY OF RESOLUTION:11/8/17- [redacted] sent me the following information:On 11/7/Meter Reading Supervisor, [redacted] had called and lefttwo voicemails with the customer that have not been returned.- Because they have not heard back from the customer the following letterwas sent:November 8, 2017Mrs [redacted] , MI 48625-7353Re: ComplaintDear Mrs [redacted] ***,We have been attempting to contact you in regards to an issue you haveexperienced with Consumers Energy and your meter readsWe apologize forany inconvenience that this issue has caused youYour account has beencoded as police escort and your reader will not be coming to your homewithout a police escort.Since we have not been able to get in touch with you, we would like toassure you that we value you as a customerWe apologize again for theinconvenience that this issue has caused youIf you would like pleasecontact me at ###-###-#### or [redacted] [redacted] @cmsenergy.com to discuss thisfurther.Respectfully, [redacted] Gas DistributionTell us why here
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] I am not satisfied because the same thing that happened in november of also happened in I feel that consumers energy could have forwarded the balance when we were on [redacted] also I feel that the account was in collections then but no contact was ever made [redacted] had a forwarding address request in at the post office so even if consumers did not have the new address (which they did because he called in to get service in his name at the new address) the mail sti would have gotten forwardedI feel that consumers energy needs to place his account back in collections where it was and let [redacted] pay his bill seperate and not joint with my billWe recieve food stamps and medicaid because we are low income and having the bill this high with no other choice than a month is s financial stressIf they won't remove it then they should at least lower the payments for the protection plan we are onAll in all this is bad business practice for consumers energy to say this balance slipped through the cracks in and I should not be penalized for it Regards, [redacted]
09/19/08:38:EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION [redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/- PresentCUSTOMER CONTACT SUMMARY09/07/| 9:AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the RevDex.com and reached his voicemailLeftmessage with my contact information and explained our Energy Deliverydepartment would be investigating furtherSomeone from that group wouldthen be calling him to discuss thisAdvised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr [redacted] by phone and reached his voicemailHe left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr [redacted] again by phoneand was unable to speak with himHe left another message at that timerequesting Mr [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with himHe left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/to address his concerns: [redacted] September 15, 2017Mr [redacted] MI, 48314Site Address [redacted] **Troy, MI 48085Dear Mr***,This letter is in response to the inquiry that you submitted regarding themeter at your homeI attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger onesTo clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was oldYou are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gasIf you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemandSince the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customerWe're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the homeFrom there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issueIf you haveany questions please feel free to contact meMy direct line is###-###-####.Sincerely, [redacted] ***Energy Delivery Request Team Leader***.***@CMSENERGY.COMTell us why here
05/31/16:12:EST [redacted] N [redacted] (EN [redacted] ) [redacted] B [redacted] / [redacted] RD SAGINAW MI 48604-15545/31/17-I called [redacted] and reached a voicemail for [redacted] .I left a message letting her know that I was reviewing the account andwould follow upI also left my direct dial number and office hours forher to contact me back.06/06/09:24:EST [redacted] N [redacted] (EN [redacted] )I reviewed the account and found the following:-Customer started service in May and in February enrolled on thebudget plan progrhad to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan progrorder to enroll on the program the account should be at a zerobalanceInstead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan yearThe new budget amount for2017-would be $per month and this is based on the prior monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, [redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr [redacted] ,I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frameThis program runs from June until May and is calculatedbased on the prior months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thanamount being owed which is what has happened in this caseIt ismost beneficial after having lived at location for more than months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-plan year would be $per monthIf you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely, [redacted] Customer Care RepresentativeCOMPLAINT CLOSED 6/6/
04/25/15:40: [redacted] J [redacted] 4/25/3:pm - I called Mr [redacted] at ###-###-#### and spoke with him about hisconcernsI first apologized for the delay in the billing of his accountagain and then explained what had occurredIn December we had an issuewith the estimated intervals for the Time of Use (TOU) billing whichcaused the bills to be delayedWhen they were released it was at thesame time as the January bills and they went out the same dayI let Mr[redacted] know that when we generate and mail a bill we give at least daysbefore the bill is dueIf the payment is not received a turn off noticewill generate days after the due dateI explained that in January hedidn't pay both balances and that is why he received a turn off notice andI apologized to him about that.- I let Mr [redacted] know that the April bill has been delayed due to a rateincrease that was approved by the MPSCBecause of TOU billing our systemis preventing us from billing the old and new rate for the same billingcycleBecause of this we have delayed the billing until the end of thisweekThe April bill will be billed entirely at the old rate and the Maybill will come out soon afterwards with the new rateI let Mr***know the bills we come out close together and because of this I will put ahold on the account that will prevent a turn off notice from generating incase he is unable to pay both balances at onceI also let him know thatif he needs to make payment arrangements I would be happy to help him withthat.- I again apologized to Mr [redacted] for the delayed billings and let himknow we have implemented fixes in our system to prevent these types ofbilling delays in the futureI let him know that this delay was not juston his account but for all of our TOU accountsHe thanked me for callingand ended the call
October 19, 2017Ms [redacted] , MI 49642-5729Account number: ***Dear Ms [redacted] ,Thank you for your Eastern Revdex.com (Revdex.com) inquiry about theaccount at [redacted] **, [redacted] I understand your electric use has beenhigher than you expected at this address and that you have some concernsabout payment arrangements on your account.I have been able to look into your concerns and found that there was anAppliance Service Plan (ASP) on your account from 10/05/until 06/03/14.The ASP contract is for months, however in light of customer serviceyour plan was cancelled within monthsThe charges for the time whenyou had the plan have been paid and did not have an effect on your abilityto set up a payment plan, and there are no "write off" charges on youraccount from that plan.Your account remains eligible for payment arrangements if you need them inthe future.We apologize for any incorrect information provided to you by our CustomerService agentPlease know that this has been shared with the managementteam in our Customer Service department to review for coachingopportunities.I was also able to review a history for your electric and gas use at thisaddressWhile you've reduced your gas use over the last two winters, theelectric use has increased slightly during the winter monthsAre youusing any supplemental electric heating during the winter months? Thesummer use for the last two years has also increased significantlyAreyou using any cooling equipment, such as air conditioning?While we are able to tell you how much energy is used, we aren't able totell you how it is being used in the homeNow that there is an upgradedmeter at the home, you can monitor your daily and hourly use onlinethrough our website (www.consumersenergy.com)This may help you gain abetter understanding of how you are using the electricity.We do work with local contractors to offer many energy efficiencyprograms, such as a Home Energy AnalysisYou can call ###-###-#### toobtain more information about the analysis or if you have any questionsabout the programSadly, some of those programs have a charge associatedwith the service they provideThere are also programs available forincome-qualified customers, like the Helping Neighbors ProgramYou canfind out more information about this program by calling CLEAResult at###-###-#### or on our website at www.consumershelpingneighbors.com.I regret that I have been unable to reach you by phone, and it is my hopethat this letter has addressed your concernsIf 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] Customer Care Representative***[redacted] @cmsenergy.comSUMMARY OF RESOLUTION:- (Address why customer was denied payment arrangements) - There are noconditions that would prevent a customer service agent from being able toset up an installment planIf the agent was not able to set up aninstallment plan, they should have gotten a team leader involvedThiswill be sent to review for coaching opportunities with the Contact CenterManagement team.- (Address write off account - ASP) - there are no write off charges onthis account that would prevent the customer from setting up aninstallment plan.- (Do we have documents that customer cancelled ASP and date) thecustomer's contract was from 10/05/to 10/04/14, however in light ofcustomer service the ASP contract was cancelled early on 06/03/and theywere not charged past the cancellation date.- (Address home inspection and if she qualifies) - HEA and other programsare not provided free of charge to our customers, however the customer mayqualify for help through the Helping Neighbors ProgramThat informationwas provided in the letter/email sent.- (Address high bills) - the customer's gas use has been reduced duringthe last winters, but that has been accompanied by an increase inelectric during the same timeframeThis may indicate a heat source shiftto electric heatThe increased electric use (on both the old and newmeters) during the summer months could be due to air conditioning, howeverthis will be up to the homeowner to determine.- (Consumption comparison history)- shown above is a 36-month bill/usehistoryCLOSINGTell us why here
08/21/16:06:EST [redacted] N [redacted] (RNRICHAR)CUSTOMER INFORMATION: [redacted] ***, Saint Johns MI 48879-8913Account number: ***Dates of service: 01/31/to present.CUSTOMER INQUIRY OPENED AS OF 08/21/17.08/21/17:06:EST [redacted] N [redacted] (RNRICHAR)RELEVANT ACCOUNT INFORMATION:Timeline of events:-08/13/- 3:pm - customer made an online payment for $290.27-08/13/- 3:pm - customer made an online payment for $117.42-08/14/- 2:pm - Customer Service Representative (CSR) [redacted] ***accessed the accountShe requested from our Electronic Payments PO Boxfor the payment to be reversed.-08/18/- 3:pm - CSR [redacted] sent a second request for thepayment to be reversedShe did call the customer to inform them of therequest.-08/19/- 10:am - CSR [redacted] sent a third request to PO Box:Electronic Payments to reverse the payment the customer authorized online.-08/21/- 7:am - [redacted] in Electronic Payments group confirmedthe payment has been reversed, and will post to her bank account within 3business days [redacted] left a voicemail message with the customerto confirm this information.-08/21/- 1:pm - The customer spoke with a Call Center Team Leader( [redacted] ), advised the customer of the above informationThepayment reversal should have taken place within business days (08/16),but was not processed until today (08/21)This will be reviewed forpossible coaching with our Electronic Payments group, and [redacted] agreed toadd a credit of $to the customer's account (to appear on the nextbilling statement) in light of customer service, as well as to cover theoverdraft fees the customer states they accrued.CUSTOMER CONTACT SUMMARY:- 08/21/- 4:pm - spoke with [redacted] at phone number###-###-####We discussed:- The timeline of events (above).- She authorized a payment for $(the full accountbalance), and then minute later authorized a payment for the past dueamount of $117.42.- She confirmed that she spoke with [redacted] earlier, who wasable to resolve her concerns by confirming that the payment was reversed back to her bank, and a credit would be applied to her next billing statement for $to cover any fees from her bank [redacted] also agreed to review the calls with [redacted] and [redacted] for any possible coaching opportunities as well as recommend coaching for our Electronic payments group to prevent delays in payment reversal in the future.Ms [redacted] states she doesn't remember authorizing the payment for the full balance, but does remember it being an option to payI was able to look into this, and confirmed that she authorized both payments and that no error occurredIn the future, we agreed that it is best to confirm only the amount she is looking to pay, and can contact our customer service department for any assistance before a payment is authorizedShe plans on paying by check going forward.The customer thanked me for the follow up call, and feels that her concerns have been addressedShe is satisfied with the resolutionSUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customer authorized both payments, and she has chosen to pay with a check by mail in the future to prevent this from occurring again.-(over draft fees/late charges) - Call Center Team Leader authorized a $credit to the customer's accountCLOSING CUSTOMER INQUIRY AS OF 8/21/17resolve her concerns by confirming that the payment was reversedback to her bank, and a credit would be applied to her next billingstatement for $to cover any fees from her bank [redacted] also agreedto review the calls with [redacted] and [redacted] for any possible coachingopportunities as well as recommend coaching for our Electronic Paymentsgroup to prevent delays in payment reversal in the future.- Ms [redacted] states she doesn't remember authorizing thepayment for the full balance, but does remember it being an option to pay.I was able to look into this, and confirmed that she authorized bothpayments and that no error occurredIn the future, we agreed that it isbest to confirm only the amount she is looking to pay, and can contact ourcustomer service department for any assistance before a payment isauthorizedShe plans on paying by check going forward.- The customer thanked me for the follow up call, and feelsthat her concerns have been addressedShe is satisfied with theresolution.SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customerauthorized both payments, and she has chosen to pay with a check by mailin the future to prevent this from occurring again.- (over draft fees/late charges) - Call Center Team Leader authorized a$credit to the customer's account.CLOSING CUSTOMER INQUIRY AS OF 08/21/
05/03/11:55:EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION [redacted] / [redacted] BEAVERTON MI 48612-9786Dates of Service: 01/09/- PresentRELEVANT ACCOUNT INFORMATIONDunning HistoryDate Action03/09/Turn-Off Notice Mailed ($483.10)04/03/Mid-Cycle Call Made - Completed04/06/Intent to Disconnect Mailed05/02/Service Disconnected due to Non-PaymentMonth Payment HistoryDate Amount06/07/$94.6609/05/$100.0009/22/$1,(Agency Payment)02/06/$250.53- This customer requested to enroll in the Shut-Off Protection Plan on12/19/and 01/10/2018, but failed to make either required down paymentto enroll in the planThere have been a total of three failed enrollmentattempts into the Shut-Off Protection Plan within the last months.- A medical hold was approved from 03/09/- 03/30/A secondmedical hold was requested to restore the service and Consumers Energyreceived the faxed form on 05/02/Upon contacting the doctor'soffice listed on the form, they advised that the customer had beenreleased from their practice and they are no longer a patient.- We contacted the customer following that verification on 05/02/toadvise that a valid medical emergency form would need to be provided orthe customer would need to pay the account off or seek assistance torestore the service.CUSTOMER CONTACT SUMMARY05/03/| 12:PM- I contacted Ms [redacted] (who is authorized on the account) on05/03/at ###-###-#### to discuss the concerns she submitted to theRevdex.com regarding this account.- When I asked her about the denied medical emergency form, she confirmedthat her mother-in-law does not currently have a doctor at the practice.I told her that if we receive a valid medical emergency form, the servicecan be restored temporarily while she addresses the balance.- Since she's received assistance for this account in the past, I askedMs [redacted] if she's currently working with any agenciesShe told methat she was working with True North, but they never called her back aftershe applied for assistanceA recent call into them verified that theydidn't receive her application, so that process was never started.- I told Ms [redacted] that I understood her mother-in-law was at the homewithout power, but advised that we could not restore the service withoutreceiving a valid medical emergency form or authorization from an agencythat assistance funding will be approvedI provided her with the phonenumber to the United Way of Jackson and First Call for Help and advisedthat there is still available assistance fundingSince she qualified forthat assistance before, it's likely she'll be able to get help with thecurrent balance.- I verified that we have agents available 24/once a valid medicalemergency form is received or a payment is authorized to restore theelectric service.- I provided Ms [redacted] with my contact information and verified she hadno other questionsI advised she call me if she needed additionalassistance with this.SUMMARY OF RESOLUTIONAddress SNP- This account was disconnected due to non-payment for a past-due balanceof $472.68.- The customer has only made one payment in the last monthsMedical Emergency- Consumers Energy has approved medical emergency holds in the past, mostrecently from 03/09/- 03/30/2018.- A recent medical emergency hold was denied on 05/02/because thedoctor's office verified that the customer's mother-in-law is no longer apatient of their practiceAssistance Help- Ms [redacted] indicated that she was working with True North, but theydid not receive the application she sentI provided her with contactinformation for the United Way of Jackson and First Call for Help.- Ms [redacted] is aware that unless she pays the required $torestore service, a valid medical emergency form will need to be faxed tous or an agency will need to authorize assistance funding be applied toher account.Customer concerns have been addressed.Compliant closed 5-3-2018Tell us why here
06/21/10:02: [redacted] W [redacted] (BW [redacted] ) [redacted] T [redacted] / [redacted] Dates of Service: 09/22/- PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $Month Payment HistoryDate Amount06/29/$86.0008/25/$70.0009/21/ $100.0011/02/$100.0001/16/$70.0003/07/$100.0003/21/$100.0004/04/$100.0006/06/$15...⇄ HistoryDate Action05/25/Turn-Off Notice Mailed06/01/Mid-Cycle Call - Completed06/04/Intent to Disconnect MailedPayment Extension Hold 06/04/- 06/11/1606/20/Sealed for Non-PaymentNotes from Contact Center06/21/- Customer aware had a turn-off notice for $and onlypaid $Aware turn-off notices must be paid in full to avoiddisconnectionCustomer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a paymentAware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr [redacted] has defaulted twice from the Shutoff Protection Plan within thepast monthsHe's not eligible for another enrollment until August 3,2016.I spoke with Mr [redacted] on 06/21/at 10:AMHe said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off NoticeTherefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistanceHe said he sought assistance andcan't get itI informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$for the turn-off notice and a $reconnect fee.Mr [redacted] said that we're not willing to work with himI informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balanceI suggested this was an attempt for us towork with himHe disagreed.Mr [redacted] is aware we need $to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/
09/06/12:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] A [redacted] / / [redacted] VERMONTVILLE [redacted] T [redacted] / / [redacted] VERMONTVILLEDates of Service: Pre-July - PresentRELEVANT ACCOUNT/PREMISE INFORMATION- This property is owned by [redacted] T & [redacted] S [redacted] since and is 100%homestead- Previous customer is [redacted] T [redacted] , who owes $6444.75- Per Experian, [redacted] has resided at this address since 2/8/2013- [redacted] ID also places her at this address since 2/24/2015- Per Experian, [redacted] T [redacted] has resided at this address since 3/11/2006- I received a lease agreement dated 7/24/for [redacted] from [redacted] - Service was reversed out of Ms [redacted] 's name and placed back into Mr[redacted] 's nameCUSTOMER CONTACT SUMMARY- I spoke with Ms [redacted] on 09/06/at 12:PM- I informed her that per an address report, we show that she lived atthis address while service was in her name and that Mr [redacted] is stillliving at this address- I said that the fact they are related does not allow us to deny servicein this case- I explained that we are requiring him to pay his balance because we canstill place him at this address and she benefitted from service in hisname- Then I told her that we could place the service into her name if shecould prove that Mr [redacted] is living somewhere else*She said she couldn't do this- She said that she will then be looking to move to a new place where shecan start service- I advised her that we wouldn't be holding her responsible for Mr[redacted] 's bill, as long as Mr [redacted] doesn't move with her- She thanked me for calling and explaining this information- Then she asked how long the service will remain on for*I informed her I will leave a hold on the account through 09/11/2017;after that, the service could be disconnected- I also requested her payment of $be refunded to her*She is aware this could take up to days to receiveSUMMARY OF RESOLUTION- FACTA or FraudResolution: This is not a FACTA issue, both parties would have benefittedfrom service under each other's namesThis was reviewed by our Frauddepartment.- Why was service placed into her name received a bill, then taken out(denied service)Resolution: As a part of the Fraud review process, service is placed intothe customer's name and will either continue in their name or be reversed.The service was reversed out of Ms [redacted] 's name after she received abill for a partial month.She made a payment towards this partial-month bill then the service wasreversed out of her nameI have requested this credit to be sent to Ms[redacted] .MAE Complaint closed 09/06/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.Power was turned back on at our new home last night as promised by consumers Regards, [redacted]
Dates of service: 01/27/to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/(FEB) $$177.5202/14-03/(MAR) $$411.50**Note: $includes both bills and a late payment charge of $3.41.Current meter #was tested on 12/09/and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-27Jan-43Feb-87Mar-71Apr-59Dec-74Jan-6003/21/- Tuesday at 4:pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concernsI provided my directphone number for her to call back.03/21/17:01:EST [redacted] ( [redacted] )03/23/08:38:EST [redacted] ( [redacted] )03/21/- Tuesday at 5:pm - spoke with Mrs [redacted] about herconcernsWe discussed the use on her two billing statements and thepotential for use at this addressIn fact, when compared to last winterand the previous party#s use at this address, I confirmed that MrandMrs [redacted] have been taking steps to be conservative with their useIassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accuratelyShe didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/a holdwas placed until 03/14/because she suspected that the first bill mayhave been prorated based on the last actual readJennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month billThis may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple timesI confirmed that there were no billadjustments completed, only a second bill after the 3/billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar Total/averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etcI asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sureWedetermined that she does have a forced-air furnace, and Mrs [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heatThis is having an effect on herelectric billIf there is an increase between and am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/downI explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional trainingIapologized for any confusion her interactions with our CSRs may havecaused Mrs [redacted] , and assured her that this has been sent to themanagement team in our Customer Service departmentThey will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for kWh.Once is for kWh of the use and the other is for the remaining 423kWhShe was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $as an apology for thefrustration she's experiencedI offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/
10/05/17:11:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] MI 49307Dates of Service: August 29, - Present [redacted] RELEVANT ACCOUNT INFORMATION:- 10/14/customer enrolled in auto pay/recurring card payments.- 3/28/credit card declined by bank.- 4/27/ credit card declined by bank.- 4/27/de-enrolled from auto pay.***Payment HistoryDate Amount10/14/$ autopay10/24/$ autopay11/28/$ autopay12/28/$ autopay01/27/$ autopay02/27/$ 36.4403/28/$ 27.4905/16/$ 45.9509/24/$270.20***- Notes on the account by Customer Service Representative 9/29/that sheremoved late fee from the account[redacted] CUSTOMER CONTACT SUMMARY:10/3/4:pm- I called [redacted] at ###-###-#### and left a voicemail explainingthat I received the inquiry he placed with the Revdex.com andasked that he return my call at his earliest convenienceI also left mycall back number.10/4/1:pmI called Mr [redacted] at ###-###-#### and left a 2nd voicemail asking him toreturn my callI again left my call back number.10/05/17:17:EST [redacted] J [redacted] (DJ [redacted] )SUMMARY OF RESOLUTION:10/5/17Because I have not received a response from Mr [redacted] I sent him thefollowing letter:October 5, [redacted] MI 49307Account Number: 0201Dear Mr***,I am writing in response to an inquiry you placed with the Eastern BetterBusiness Bureau regarding your accountRegretfully I have not been ableto reach you by telephone.After reviewing your account I see that you were removed from auto pay onApril when we were unable to receive a payment from your debit/creditcard for two months as it was deniedYou can set this up again throughyour online profile and we would once again be able to receive yourpayments automatically if you choose.When you spoke with a customer service representative on September 29about your account she removed the late fees that had been added as yourequestedYou stated calls were disconnected three times when youattempted to call usI am very sorry to hear that as I know howfrustrating that would beBecause of your inconvenience I have added a$credit to your accountThat credit will be applied on your nextbilling cycle.I apologize again for the issue of attempting to speak to us regardingyour accountIf you have any additional questions please call medirectly at ###-###-#### and I will be happy to assist you.Respectfully, [redacted] Customer Care Representative###-###-#### [redacted] [redacted] @cmsenergy.comCC: Eastern Revdex.comComplaint closed
04/25/16:25:EST [redacted] N [redacted] (RNRICHAR)Felecia JacksonFlamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/07:57:EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC: [redacted] + CC: [redacted] .04/25/# Tuesday at 4:pm # spoke with [redacted] at phone number###-###-####Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorderThe order was an "all day" appointment, and that was between amand pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessaryI agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employeesMs [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department( [redacted] ), who also apologized for her experience, and placed a creditfor $on her new accountShe indicated that [redacted] was veryhelpful, and appreciated the credit.Ms [redacted] said she is not upset, but would like the service hooked upthere as soon as possibleShe has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeterI have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted] , [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted] ***I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms [redacted] this morning to discuss her concernsIapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new serviceShe understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with thatAlso, I told Ms [redacted] to make sureher breakers are off so the crew can energize the socketSheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/
04/26/13:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] N [redacted] / [redacted] MI 48341-1177Dates of Service: September 24, - Present [redacted] 4/26/- Assigned to: ASP Complaints [redacted] Previous concerns for same issue:Notification # [redacted] , Corp complaint 4/12/18Notification # [redacted] , Social Media complaint 4/17/[redacted] CUSTOMER CONTACT SUMMARY:4/26/1:pm- I called [redacted] at ###-###-#### and left a voicemail explainingI received the inquiry he placed with the Revdex.com regardinga repair contractorI let him know I would be forwarding this to our ASPdepartment and they will be following us within the next few businessdays.05/01/10:39:EST [redacted] J [redacted] (DJ [redacted] ) [redacted] SUMMARY OF RESOLUTION:5/1/18- I received the following information from [redacted] in our ApplianceService Plan (ASP) department:We created the escalation on 4/4/and due to delays in response timefrom the Solution Center, the escalation was not attended to in a timelyfashion.The tub seal is not covered by the appliance service plan, two techniciansreached the same diagnosis after the customer's request for a 2nd opinionwas fulfilled.Our contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the factThe tech should havecommunicated this policy to the customer.Per the ASP department they will be working with contractors to emphasizethe importance of communicating why they are doing what they're doing andthat it protects us and the customer from any frustration in the future.Gas Field Leader, [redacted] called Ms [redacted] on 4/12/18, 4/18/18,4/26/and 4/30/He left voicemails with his call back number askingthem to return his call to go over their concerns but he didn't receive aresponse.Because he didn't receive a response the following letter was sent fromthe ASP department:Ms [redacted] -My name is [redacted] , I'm the call center manager for the ApplianceService Plan Solutions CenterI received your Facebook concern and theconcern filed with the Michigan Public Service Commission.I apologize for the frustration that you've had receiving a repair on yourwashing machineBased on the information from the orders, I see thatwe've had two separate technicians, both a Consumers Energy ApplianceTechnician and one of our contracted partners at the home to confirm thediagnosis and they found that the tub seal was in need of repairI amglad that we were able to save you the out of pocket cost of those twoservice calls, repairs on the tub and its seal are not covered under theAppliance Service PlanThe coverage exclusions are outlined in the terms& conditions of the plan - this document can be found online atwww.applianceserviceplan.com or in the welcome packet sent after yourenrollment on the plan.Regarding your request for cancelation, we will not be making any changesto the plan at this time - if there are changes that you'd like to make,please contact myself, Mr [redacted] , or the ASP Solutions Center and wewill be happy to complete that process as best we are able.The contractor field leader, [redacted] , attempted to contact you ontwo separate occasions to hear your concerns and communicate how we intendto improve or resolve your issue, but he was unable to reach you - leavingseveral voicemails instead.If you'd like, Mr [redacted] can be contacted at ###-###-#### if you havequestions relating to the technical aspect of your repair, or I can bereached at ###-###-#### if you have any questions relating to yourexperience with the Solutions Center, where your order was created.I hope this letter finds you well and that you have a wonderful spring, ifyou have any other concerns or questions, please reach out to either ofus[redacted] Call Center Manager for Appliance Service Plan Solutions Center###-###-#### [redacted] CUSTOMER CONCERNS TO BE ADDRESSED:Contractors take before/after pictures of the appliance to minimizetheir exposure for damage claims after the factThe contractor should have communicated the policy of the taking ofpictures to the customerWe will be working with our contractors on thispolicy going forward as wellThe customer would need to contact us regarding canceling their plan.Complaint closed 5/1/
05/21/10:09:EST [redacted] W [redacted] (BW [redacted] )CUSTOMER INFORMATION [redacted] A [redacted] / [redacted] / [redacted] EBELAR DR TRAVERSE CITYDates of Service: 03/15/- 03/29/2018RELEVANT ACCOUNT INFORMATION- The move-out was requested via the IVR (automated system)- The total balance is $32.58- The balance is not old enough to be sent to the credit bureaus We have reached the customer and have resolved the issue, please find thedetails below.After reviewing the call the agent and supervisor did touch bases on whythe customer was calling but the CSR did not educate the customerthoroughly on the IVR SYSTEM however they were apologetic to the customersconcernsI have talked the customer and educated him on our IVR systemalong with sending him out a duplicate billThe customer was happy that Icalled him back to educate him on the account and the fact that I emailedhim his final billHe was able to see it while we were on the phonetogetherI have offered the customer a credit of $(amends) and theremainder of the credit will be mailed to him once it's placed on to theaccount- I replied back asking why the bill was not sent to the correct address05/25/08:38:EST [redacted] W [redacted] (BW [redacted] )- I sent a second request for information why the bill wasn't sent to thecorrect address05/25/08:40:EST [redacted] W [redacted] (BW [redacted] )- [redacted] informed me the mailing address issue was due to CSR Error SUMMARY OF RESOLUTION- Address Final Bill/Collection AgencyResolution: The final bill has been covered with a credit to thecustomer's accountThe bill was not past due long enough to affect thecustomer's creditOnce the credit has been applied, it will reflect onthe Collection Agency's end as well.- Address why bill was sent to incorrect address