Alliant Energy Corporation

Review: I had paid my final bill in July of 2011 to Alliant Energy for services for electric, etc. They still claim that I still owe them that amount that has already been paid and I have been dealing with this over the past several months and am very dissappointed. I have given them a copy of my processed check to them from the bank along with my bank statement showing it was processed and taken out of my account and they still say that I am wrong and are threatening to shut off my electric/heat. I don't know what else to do.Desired Settlement: I want them to take this amount off of my previous bill as I don't owe them this anymore it was already paid and I am not paying it twice due to their error.

Business

Response:

Alliant Energy contacted Black Hawk CCU regarding issue with Jason account. We were informed from the Credit Union that bank check copy provided by customer is fraudulent. The bank verified amount, date, pay to and signture is different, not make out to Alliant Energy. The customer is to contact the bank.

Review: I am a very unhappy customer for multiple reasons. I will start by admitting that the initial problem was caused by a delay in me paying my bill. Alliant Energy disconnected my service which was fine. I paid my bill in full immediately....then..upon calling to give payment confirmation and have service reconnected ...I was told it would take 24 to 48 hours which I explained was unacceptable for me as I have fish that would die, food would go bad, dogs..etc.. The customer service representative said "There is nothing I can do" which is a terrible answer. I asked what other options I had for service and was told "in your area we are your only option" which is also unacceptable. I asked to speak to a supervisor and was denied. I asked to file a complaint and the service representatvie got upset with me. Totally unacceptable experienceDesired Settlement: An apology...options..or discount on next bill

Business

Response:

Mr. [redacted],

Review: They will not grant me a payment planing my current light bill, because of a pass due light bill from 2005 and they are demanding that amount before they can help me in any kind of way plus they are threatening to cut off my service and I have sleep apnea which requires me to wear a cpap machineDesired Settlement: I would like to be on a current payment option or my past due bill to be sent to collections or anything that can help me avoid disconnection

Business

Response:

The debt represents two address's. The bill from [redacted] is for service from 8/23/06 to 4/21/08. The final balance on this account was $972.25. This balance was transferred to [redacted] on 11/8/13 when the customer requested new service. This balance of $972.25 was paid off with payments at this location. The debt left over from [redacted] is $1169.81 and will be transferred to [redacted] in [redacted]. The customer was offer a payment plan but stated that only the current bills will be paid. The service will be subject to disconnection if arrangements are not made.Sleep apnea is not consider an health issue to avoid disconnection.

Consumer

Response:

Review: I received my bill from alliant energy on 4/10. Immediately I called and tried to dispute the charges but I was thrown into a round-about circle and passed off day after day. They told me they would issue a re-read on my meter. I called back on 4/14 and they told me it hadn't been completed yet that they had 3 business days to get it done. They told me I would get a call back and I never received one. On 4/17 I called them and they told me that the reread matched the first one that was done. I asked them how in the world could I used that many kWh when nothing had changed. I called on the 4/21/14 to see if they had figured out anything else and at that time they told me they could send out a service man to check my meter to see if it was broken, but I would be a $25.00 service fee, so I declined it. On 4/24 I called to try and dispute an argument, because after speaking to several of my other neighbors and my mother who also got an extremely high bill, they told me that 4,500 kWh were used and that is what we have to pay. I asked if they could set up a time for all of us to get together to sit and discuss these outrageous charges, and they lady passed me onto a meter reader area. Enclosed here at the bottom are our meter readings for the past;

Read Month Total Usage (kWh) Total Billed Amount Billing Days Average Cost per Day Average Use per Day Fuel Adj

04/2014 4,252 $424.97 28 $15.18 151. 0.02933

03/2014 741 $106.62 28 $3.81 26.46 0.02543

02/2014 1,169 $151.77 32 $4.74 36.53 0.02013

01/2014 1,247 $161.24 35 $4.61 35.63 0.01963

12/2013 1,086 $139.75 30 $4.66 36.2 0.01934

11/2013 764* $103.99 29 $3.59 26.34 0.01944

10/2013 953 $139.07 33 $4.21 28.88 0.02204

09/2013 941 $151.77 30 $5.06 31.37 0.02164

08/2013 880 $144.99 33 $4.39 26.67 0.02314

07/2013 976* $143.67 28 $5.13 34.86 0.01984

06/2013 980 $127.77 34 $3.76 28.82 0.01604

05/2013 421 $60.83 24 $2.53 17.54 0.01434

04/2013 1,537* $178.02 33 $5.39 46.58 0.01654

03/2013 1,397 $160.39 27 $5.94 51.74 0.01984Desired Settlement: I would like my bill adjusted to what we normally would pay. I would like them to take out last month of $424.00 and add the past 12 months total in together and then divide it to give me an average of what I have used in the past 12 months. When I did it averaged over the past 12 months I got the estimated number $135.00. I am willing to pay that amount, because that is what it would be if I went onto even pay before this last month was added in.

Business

Response:

[redacted] is not listed on the account in question. IPL left a message for the account holder 4/24/14 and has not heard back from them. We are unable to discuss the account or situation with a third party who is not an account holder.

Review: Account #[redacted]

Electric Residential Rate, stated on bill in bold toward upper left hand corner states [redacted], where the Customer Charge would be the number of days multiplied by .2522. In the recent bill we received for Account #[redacted] located at [redacted] the Customer Charge is .5113.

After numerous phone calls, to Customer Service who forwarded it to Billing seeing they could not understand why the Customer Charge increased with a Residential Rating of [redacted], we were informed that when the meter was supposedly changed in 2011 it was coded incorrectly & the error was just found at this time.

Alliant Energy never sent any notification of this error, there is no notation on the bill although [redacted] in Billing argued that a letter should have been received & there should be a notation on the bill. (I can forward a copy of the bill which we have received, where there is no notation as stated by [redacted]. And a letter was never received.)

This was caught seeing since 2009 the building for this billing is used for storage only. The State of Wisconsin will be purchasing the building in the near future for the Hwy 23 expansion so other then storage, the building is not in use. Seeing little or no electricity is used, an increase in the amount of the bill is a red flag. This is how we caught this error in billing.

After numerous phone calls to Alliant Energy, speaking with Customer Service (where they made the statement also that it states the Residential Rate of [redacted] should be .2522 & not .5113 which is reflected on our monthly bill) it was passed to Billing. Spoke with [redacted] from billing, who appeared to find it amusing that the error was not caught until now & who argued that we received a letter (which we did not) & that a notation should be on the bill (which there isn't). [redacted] was the one who informed us that the Residential Rate should be GS3, which made us review the bill closer. This is when we noticed that the Residential Rate stated on the bill is [redacted]. Where Alliant Energy Billing could change the rate to .5113 but they could not change the Residential Rate from [redacted] to GS3? That makes us wonder if in fact the meter for this location was coded incorrectly or if the wrong location was entered when the coding was changed. Whatever the reason, find it 'fraudulent' on Alliant Energy's part stating on a monthly bill one Residential Rate but charging a much higher rate in the billing. Regardless if the Rate is [redacted] or GS3, the information on the statement doesn't match - Alliant Energy made an error, which they failed to catch & when called on it are failing to rectify the billing to reflect what is in bold, capital letters in the upper left hand corner of the bill: RESIDENTIAL RATE; [redacted]. Even Alliant Energy's Customer Service Representatives saw the rating error yet billing couldn't see it & continued to deny it even when it was pointed out to them.

Other then to hire an electrician to come out to the location to verify that the meter is for higher electrical running to the business, we are left 'taking the word of Alliant Energy's Billing Department'.

As of today, we will be requesting that electrical to the building be disconnected. It was one thing when the electrical bill would be under $10 a month, but when said bill is almost doubled, that is totally ridiculous for the use of said building. We will move a generator out there for the few times we need electrical because we refuse to take the work of Alliant Energy (find it hard to comprehend that something was miscoded in 2011 & just found now, in October of 2014).Desired Settlement: We are requesting that Alliant Energy issue a corrected bill - a correct bill that reflects the Customer Charge of 30 days at .2522, which is the amount for [redacted] Residential Rate. This was not only told to us by Alliant Energy's Customer Service Representative but also confirmed on our home electrical bill, where that is also rated at [redacted]. It is not our mistake in billing. Billing was able to go in & change the rate amount for the Customer Charge - there was no reason that billing did not complete the job & change the Residential Rate on the bill. Wouldn't it be considered fraudulent showing a Residential Rate but charging a higher Rate then showing for said location?

(If requested, I can send a copy of the bill to substantiate my statements in regards to the Rate stated & the amount charged on bill).

As stated, we have spoken with numerous employees & get the same run around. Alliant Energy Billing Department made an error, an error that they did not catch, they failed to follow through & notify us that a rate change would be made & [redacted] for one got a little belligerent when questioned about it & all spoken to failed to address the full issue.

Business

Response:

Review: On September 23, 2015, I received a call from a collection agency regarding an alleged bill for $36.67 for a period starting May 29, 2014, at [redacted] This was the first notice I received of this bill.

I SOLD [redacted] to [redacted] & [redacted] on MAY 31, 2013. I rented out the attic space (unheated, no water) for storage until last year, but

Howard Stensrud rented out the apartment & had the utilities in his name during that

period. When Howard Stensrud terminated his utility service, the service should have

gone into the name of the CURRENT owner, not the previous owner. In addition, the

206 Jackson unit paid for the common areas, which was also the responsibiltity of the

current owner.

In addition, this address is serviced by [redacted]. It is not even

serviced by Alliant.

At NO time did I agree to or authorize putting the utility bill in my name. This

bill belongs to [redacted] & [redacted].Desired Settlement: Remove the fraudulent charges & remove from collection agency

Business

Response:

I reviewed our customer information system, Alliant Energy does not serve [redacted]. The account number provided ([redacted]) is for [redacted]. This account was adjusted off in September 2014 due to a dispute. However, the collection agency was not notified. I contacted [redacted] today and they will close the account and return it to Alliant Energy. Customers credit file will be corrected.

Review: access was nearby but the service truck routed out my yard by driving through 3 of four sides. Leaving ruts.5 calls days apart but no help.Rough yard!

In July we were without power for a week, trucks entered through the access or common area as they should. However, when they were done instead of returning, they entered my yard although they had to enter on the east side, drive cross the north or back yard and leave by going across the west side to get to the street by going out through the front yard. The neighbors complained because they made a mess of the common area and that and the difficulty they had on the hill might be why they chose to go through my yard. However, the common area was raked and seeded, etc. Looks great. But they have not responded to my calls about the ruts left in my yard. All I was hoping for was some soil to fill the ruts and that should not cost much. The problem I am having is I continue to trip on the ruts and the mower is tossed by the ruts.Desired Settlement: I am seeking some fill dirt so that the ruts will be removed from my yard.

Business

Response:

IPL's Operations Manager contacted Mr. [redacted] in regards to his complaint. IPL would like to apologize for his frustration. The landscaping work has been completed and teh customer advised IPL he was satisfied.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you staff of the Revdex.com, you have been very helpful in this resolution.

Review: On February 5, 2014 I received a voice mail message from [redacted] of Alliant Energy in Berlin, Wisconsin. Her message stated that the meter at my rental home property was set incorrectly and had been overcharging me since September 27, 2014. She also stated that the meter had been adjusted as well as my account. Her message stated that my account now had a $63 credit opposed to the $292 bill I had due in February. I then allocated the funds meant for this bill to another bill. During the last week of February 2014 I reviewed my account statement for the month of March. This statement totaled $785, claiming that I had not paid my previous months bill of $243 and that I had a new bill of $542 for a period of 33 days. I contacted customer service, who told me that they did not know who did my billing, but that it was an error. I then contacted [redacted] and she stated that she had called and left the voicemail for me a day prior to the billing supervisor adjusting my account again, which is why her statement that I had a $63 credit was incorrect. I was told by the billing supervisor, [redacted], that Alliant Energy reserves the right to retro-actively charge customers up to 2 years. I am greatly displeased with the customer service I received and have a distrust that my billing and meter reading are being handled in a way that accurately depicts the amount of gas I am using.Desired Settlement: I have been told that I will not receive the adjustment that I was initially told I would, which was a credit of $63 for the month of February, 2014. I also want a detailed statement of my gas usage for all of the days in the months of December, 2013 through February 28, 2014. If I am unable to obtain a refund, I would like notification that some action has been taken to ensure that my bills are accurate and I am not being overcharged.

Business

Response:

This complaint was first received 3/14/14 by our office. I have left a message for Ms. [redacted] to acknowledge the complaint & I am currently in the process of reviewing what occurred. I will submit resolution once we have it this week.

Thanks

Customer Satisfaction Specialist

Business

Response:

Ms. [redacted] has not returned my call. I spoke today with the Billing Supervisor to review Ms. [redacted]'s account and what occured. Ms. [redacted] spoke with WPL on March 3, 2014 & accepted the explanation of events & set up a payment plan for 7 months on the back billed amount. Since the Revdex.com records indicate Ms. [redacted] origionally filed this compalint March 1, 2014, it appears she may be satisfied with the resolution, since this was reached on March 3. If not, I have left my name and number for her to contact me directly.

Review: After I moved, I contacted Alliant to cancel my service. Alliant apparently did not process this request. Unbeknownst to me, Alliant kept billing me, even after the landlord contacted Alliant by fax TWICE by fax, to ask that they move the service into the new tenants name. I received a collection notice from State Collection Service, Inc, regarding an unpaid bill running from September 1-January 31st. I did not dwell in the apartment at that time, and informed Alliant of that. They ran a trace of one of the possible phone numbers I could have used to cancel service, and did not come up with a match. They did not attempt to trace the other number I provided. It is my assertion that Alliant should have acted upon my initial phone call (which may have been verified by a second phone number trace, never conducted), or at the least stopped service when my landlord faxed them asking to switch billing TWICE.Desired Settlement: I wish Alliant to contact the collections agency to ensure that this item is not reported on my credit report. In addition, I will be checking my credit report, and if the item is on the report, I wish Alliant to communicate to the reporting agency that the item in in error, and should be removed.

Business

Response:

I spoke with Ms. [redacted] this evening. I took payment for the $119.37 balance and have notified the collection agency so this balance will not affect Ms. [redacted]'s credit report. The account was still in a 30 day precollect. WPL could not locate the faxes Ms. [redacted]'s landlord had submitted to us. I offered to transfer the balance & rebill it to the landlord if they would accept responsibility for this. Ms. [redacted] said she had reached an arrangement with her landlord privatly & she paid the balance at this time.

Review: I make my payments online. I was charged $60.00 ($30.00 a piece) for an error in entering my checking account number. On 2 occasions for the same bill, the first number was missed, first by me online, then by a representative over the phone. If an account is missing a number, it shouldn't be able to process. If there was a late fee for me not entering the data correctly, I would understand. I feel wronged by [redacted] for charging me $30.00 for a missing number. Since the actual energy balance was paid off, I don't feel like this is a fair bill. When I contacted them, they didn't really care about my situation.Desired Settlement: I am asking for the $60.00 unfair fee to be removed

Business

Response:

WPL would like to apologize to Mr. [redacted] for his inconvenience. After further review of Mr. [redacted]’s account it was determined that Mr. [redacted] had a NSF fee removed in January of 2014. At this time WPL explained to Mr. [redacted] this is a one-time courtesy and gave options to prevent errors in the future. Mr. [redacted] often times makes his payments on the website at [redacted]energy.com. WPL explained to Mr. [redacted] when he makes his payments online it gives him an option to store his payment information which would prevent errors in the future if he stored his correct checking account number online. WPL also explained the auto pay option, where payments are automatically taken from Mr. [redacted]’s checking account each month.

Review: After numerous phone calls to Alliant Energy yesterday, and seemingly getting nowhere. I contacted an someone that is familiar with Wisconsin's regulations regarding power disconnects. I was very disappointed to have learned that despite the outdoor temperature projected to be below 30 degrees, because it was not November 1st, residents are able to receive disconnections, even with minor children in the home. When I stopped home at lunch, I had found that the power was disconnected. I promptly called and asked why, if payment had been made that morning, why was there still disconnection? I was told that they couldn't see payments, and I had to call with a confirmation number. I was then told that I would be without power for at least a full day because no one in my home has a "life threatening" illness or condition verifiable by a doctor's form. I don't think that I am alone saying that it is horrible customer service to tell someone that the techs' time is more importantly spent on their schedule of further disconnections and possible outages. I am so glad (sarcasm) that it is more important to Alliant Energy that more people lose power than to have a tech respond within the same day to a reconnection after proper payment has been made. I was told that it is Alliant's policy to only order same-day reconnects for people who have life threatening conditions or illnesses, and that sick children/family members don't matter. They said that their Automated System attempted to call the phone number listed on our account, but I checked with our phone provider, and no call from Alliant was ever received. Funny how that doesn't match up...hmmm. Even though they could see that payment was made that morning, because it was not called in, they said that it didn't matter, I was "just going to have to wait", and maybe I should try to find a friend or relative to stay with for the night...right, with sick family members. We ended up having to get a hotel room for the night, and now they are saying that they can't guarantee that it will even be reconnected today even though payment has been made and verified yesterday, and it is supposed to be 20 degrees tonight! I was told that "it all depends on what comes up on their schedule" probably more disconnects!Desired Settlement: I would like the re-connection fee waived since payment WAS made before disconnection, and since I was not contacted and given a proper chance to make payment with someone in advance. I know that this is a long shot, but I would also like the hotel room cost refunded since I was not willing to "just wait" and not be able to take care of my family!

Business

Response:

Account was reviewed today and adjusted the customer charge on this account and

sent a corrected bill to customer. The corrected dollar amount is

$8.22. $8.43 was credited back on their account.

Consumer

Response:

Review: I attended the Electric Foam 5K in Madison Wi. It was a joke. We were told we would receive information about the race 2 weeks before the actual race but in reality we received it the night before. The race started almost an hour after the actual starting time. The race consisted of 3 laps around the alliant energy center. The advertisement for the 5K was far better then the actual event. I was extremely disappointed.Desired Settlement: Refund my money.

Business

Response:

Alliant Energy rented [redacted] out to a company called [redacted] on May 17, 2014. [redacted] is the company who plans the themes, set-up the routes, times for the event, and for registration fees. I would like to apologize for not being able to satisfy your request with refunding your money and for the experiance you had with the Electric Foam 5K. I would refer you to contact [redacted] to file a complaint with the event coordinator and request your refund with [redacted].

Thank You,

Review: Back in June of 2014, my husband and I moved out of a house that was being foreclosed. At that time, I'd called Alliant Energy to cancel our service (a call that they are stating they didnt receive). I followed up with an email after recieving another statement. Then, in August of 2014, Alliant Energy called my husband asking why the usage was down. He informed them that we were no longer living at the residence and that we no longer owned it. Now, recently, I recieved yet another bill dating up to the current month for service. I called them last Friday, 7/24 to ask why they continue to bill us as we haven't lived at or owned this property in over a year and they said they'd check phone records. They called me back today, 7/27 saying that we didnt call in June. I am positive I called in June of 2014. Even though we've talked to them and emailed them on a number of occasions, they are not willing to cancel our service before today's date. This is obsurd. They are telling me that because the new owner of the property (the bank) didnt call and resume service, they can not stop our service and that I should reach out to the bank of a foreclosed property that has been sold to ask them to pay the bill.Desired Settlement: I'd like Alliant Energy to go back and remove the charges. While I understand they are saying they have no records of a call in June. They do have records of a call with my husband in August. The least they could do, while it really isnt enough, is to close out the account as of August 2014- which would still leave us to pay 2 months of someone else's bill. They have an email and phone call on the situation!

Business

Response:

After reviewing the account, WPL has decided to waive the entire balance per email received requesting to end service in October 2014.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have come upon a few hard times in life and had my services turned off from Alliant in the recent past. I currently got a bill in saying that I needed to make a payment of $141.11 by the 8th of August or my services would be turned off yet again. I tried calling and working on a payment plan for my past due balance which was $352.78. This in itself is honestly, in my opinion, wrong due to the fact that I personally know people who owe into the thousands and still have their service. I tried explaining to the representative that I was going to be paying the bill off in full next month. They told me that I had to pay the minimum payment or half of the outstanding balance. I was willing to make a payment of $100.00 out of the minimum payment of $141.11 and they explained that my service would indeed be turned off even with the payment. Finally I decided to just pay the $141.11 so my service wouldn't be turned off, however, by doing that it set me back financially on rent and other bills as well. On top of all of this, when I did call to make the full minimum payment they told me that they had to charge me for making a payment all do to the fact that I wanted to use my debit card. I had to contact my bank and get my routing and account numbers just to make a payment that they wouldn't charge me for. I do not have checks on my checking account but in today's society there are many people who don't. I also told the representative that if I actually had a choice to go somewhere else that I would in a heartbeat. Due to the monopolization there aren't any options and this company knows that and uses that fact against their customers. The address for their company headquarters in Wisconsin is [redacted] I would trust that someone out there is willing to stand up against corporations like this for people like me.

Review: I have been a customer of Alliant Energy for many years and it seems like there is ALWAYS the same 2 problems billing and customer service. I received my September 2015 bill and on 9/11/15 contact Alliant Energy to make payment arrangements on a past due balance I had. I have NEVER been disconnected and despite being a single mom with 3 kids, including a 3 year old who has health issues (ie: breathing and uses a nebulizer 2-4 times daily) I always make arrangements or pay $100+ on my bill to avoid disconnection. Anyway on 9/11/15 I spoke to a customer service representative at Alliant and wanted to make a payment I was told I would be charged a "convenience fee" and told her never mind I will pay directly on the website through my account, which I did of $150. I told her that due to my son just having surgery and being out of work for almost 2 weeks UNPAID I couldn't make another payment for 2 weeks which I was told that was fine. So the next payment was set up for 10/2/15 of $100-150 (depending on my check amount but minimum it would be $100) and I was told this was fine and would stop the disconnection. On 9/30/15 (2 days prior to the payment arrangement date) I went home on lunch and was disconnected. I contact Alliant immediately as I thought maybe it was just an outage but NO I was disconnected. I tried to explain to the representative that I had already made arrangements to pay on 10/2/15 (in 2 days) why was I disconnected. His response, "I NEVER called and made any arrangements so that is why it is disconnected." I continued to attempt to explain and then he said, "We contacted you on 9/17/15 to tell you that you were going to be disconnected." I explained I never spoke to anyone and no one called me from Alliant, when I verified my phone # it was not my phone # so I do not understand how they can state that they spoke to me and notified me of disconnection if they didn't even have the correct phone #. I asked what do I need to do to get this corrected and reactivated. The representative stated, "pay $211 and a $30 reconnection fee." Really? That's $100 more then I was scheduled to pay in 2 days due to an error through customer service. He didn't care and kept saying that had to be paid instead of going back and forth with the representative I asked to speak to a supervisor. He said he would transfer me and that he could not guarantee that someone would pick up to leave a message and they would return my call in order it was received. I AGAIN tried to explain the importance and urgency in speaking to someone and getting this issue resolved however it did not seem to matter to him.Desired Settlement: I would like to know why this error occurred in the 1st place and why I was treated the way that I was. Also I appreciate the reconnection fee of $30 to be credited as I should not be charged since it was disconnected prior to our agreement. I was not allowed to pay as agreed and promised since I was disconnected 2 days prior to that.

Business

Response:

Customer stated she would pay in two weeks from 9/11 which would be 9/25. No payment was received. Company agreed to reconnect with no payment up-front as customer will now pay $100 on 10/2 and 150 on 10/9. After that customer will pay $80 per month on the past due balance and keep current on bill each month until paid in full. Could not find any record of customer call on 9/11. Alliant Energy has updated her account with the correct phone number.

Consumer

Response:

I have supplied the phone #'s that I have called from and am now waiting to hear what they have found or not found. Also have been trying to contact Alliant Energy for 3 days now and have gotten the run around. I can not log into MY ACCOUNT and was just sent a letter that I will once again be disconnected although Energy Services has sent the company a letter stating they will be receiving $290 from them for my account. No one will answer my questions and I ONCE again get the continuous run around. The #'s AGAIN that I have for my employer are ###-###-####, ###-###-####, ###-###-#### and ###-###-####.

Business

Response:

We pull and listed all calls from the numbers numbers provided for the entire month of September. Please see results below. ###-###-#### No calls from this number.###-###-#### 2 calls, both not related to [redacted].###-###-#### No calls from this number.###-###-#### No calls from this number.We would be glad to investigate phone calls from any other number, if provided.

Review: *Submitted first via Alliant Energy website at 5:08pm, Monday, October 21st, 2013.

After four phone calls today, I was able to have my bill properly paid to satisfaction and power restored after an afternoon disconnection. During this time, I contacted an attorney familiar with Wisconsin's regulations regarding power disconnects.

First, I'm deeply saddened to have learned that despite the outdoor temperature reading 35 degrees, because it was not November 1st, residents are able to receive disconnections. I highly encourage Alliant to begin reconstructing their practice to meet temperatures and not simply dates. It is not safe for many residents in less than reputable living situations to have no access to power and/or heat.

Secondly, it took a great deal of effort to have power restored before the day's end. I would like to know why it is that your technicians are not immediately called out to reconnect residents after a bill is paid. During cold months especially, it is horrible customer service to tell someone (as I was told this afternoon) that the techs' time is more importantly spent on their schedule of further disconnections and possible outages. Is it truly more important for more people to lose power than it is to have a tech respond within the same day to a reconnection?

Finally, I was made aware of the horrifying stipulations to only order same-day reconnects to those who may face medical emergencies. Again, I find this appalling. As I do meet these requirements, I have instructed my clinic to not disclose any information regarding my health. According to your guidelines online, a full disclosure is necessary to determine what is considered to be endangering. I don't believe Alliant Energy should be making any decisions regarding a person's medical, physical, or further health/supply issues unless they have a physician on staff.

There is absolutely no reason to not reconnect a person the day their bill is paid in full. This is a local company with many wonderful technicians who I'm certain would rather spend their day helping residents than leaving them helpless. This policy needs to change, especially when leaving residents in cold buildings that drop below freezing at night.

Furthermore, I was never given adequate contact at my residence nor via telephone or email regarding when the shut off would take place. According to my attorney, I was supposed to receive a phone call 24-48 hours prior to the day of disconnection. I received a warning within the bill last month and nothing more. You did not meet requirements on your end. However, I encourage you to take action seeking immediate residential reconnections sooner than updating your staff's knowledge of Wisconsin rules and regulations on disconnections.

I'm truly appalled at the policies I learned of just today. Alliant Energy had the potential to leave me in the cold until 5pm tomorrow, accounting for up to 26 hours without power after my bill was paid, and during weekdays nonetheless. This needs to change immediately.

I wish to receive further information as to why this is policy, and why technicians' time is seen as more valuable caring for disconnects instead of reconnects. In the mean time, I will continue my studies of Wisconsin law and seek to obtain greater information from my attorney regarding Wisconsin residents' rights. My bill is paid to satisfaction, my power restored after great hassle, and if any other issues arise with Alliant Energy I will not hesitate to proceed to filing legal documents within the courts. Not all who are left in the dark are lacking knowledge and finances, nor should anyone encounter the same treatment I was given today.Desired Settlement: I firmly believe an apology to customers who must suffer through a disconnect after payment is necessary, as well as explanation as to why this policy of delay in reconnection is still in place. I'm also requesting a refund or cancellation of any reconnection charges due to this reconnection being necessary, both in terms of medical needs and inclement weather temperatures.

Business

Response:

In response to Ms. [redacted]'s complaint filed with the Revdex.com, Alliant Energy, WPL, provides the following reply.

I got a call today ( 9.9.2014 about 11:00am) and my caller ID displayed "Private Name, Private Number". Upon answering the call I was anticipating a doctor's office or hospital. I got a rep from Alliance asking me ( in a very stern and serious tone of voice, as if something was wrong ) if I was the responsible party for the [redacted] bill. Assuming there was a serious issue due to the reps tone of voice, I said yes. She then went into her canned presentation. I and my wife were amazed at the BOLDNESS and DECEPTIVENESS of the rep. I reported this to [redacted] in [redacted].
This was MISLEADING AND DECEPTIVE to use caller ID in that manner to get a pick up on my end and then to ask me those questions with such A TONE OF BOLDNESS AS IF I WAS IN TROUBLE WITH [redacted]. I asked to be taken off the call list and hung up.
THIS WAS VERY DECEPTIVE. BAD BUSINESS. IMPOLITE AND RUDE.

Review: Every month when I try and pay my bill with this company, they report an incorrect bill. They report 90ish dollars are owed when in reality the bill is closer to 130.

I pay 90 because it's the maximum amount I'm allowed to pay. Then a few weeks later received a letter saying that we have an unpaid bill with a late charge.

After figuring out that this was happening, now I pay the bill and then call customer service and they have the ability to receive the rest of the payment. I also report the issue but they say the same thing every time, that they'll look into it.

This has been happening for over a year.Desired Settlement: Fix my account so that I can easily pay my bill.

Business

Response:

We have reviewed the account and will be making the necessary adjustments today. The next bill (due around 9/14/15) will show the correct balance.Sorry for the inconvenience.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,