I
tried to call customer unable to leave message. A balance $2,311.67 is owing on
account [redacted] in [redacted]'s name. The balance consists of charges
from 2 addresses 62182-32052 [redacted] Oak Park IL Service dates
8/31/10 to 8/26/11 $403.33 & 65712-96070 [redacted]...
[redacted] Chicago IL service dates 9/19/13 to 3/14/15 $1,908.34. In order
to dispute the previous address charges above the customer must fax proof
of previous address from 8/31/10 to 1/23/15 to Marilyn [redacted] Fax [redacted]
After the requested information is received the customer’s concerns will be
addressed as a follow up to the original complaint
Initial Business Response /* (1000, 5, 2014/09/09) */
Spoke to Ms [redacted] regarding the 9-8-14 call. After reviewing the call, I apologized to the customer for the experience they had with the representative. I advised that the supervisor has been alerted and will provide appropriate coaching. ...
Ms. [redacted] was concerned with the budget billing program. She had requested to have the program stopped as of 9-8-14. I advised that the representative did stop the budget billing program upon the customer's request on 9-8-14. Presently, the customer has a budget billing deferred balance credit of $16.66 which will be applied to the account. The next billing statement will generate 9-30-14. Currently the customer is in the appeals process with PIPP.
Hello. A thorough review of your account was performed and I wanted you to know the following: Your email address was registered to another account holder with a finaled, closed account. We believe the customer possibly registered their ComEd account making a typo error that duplicated your...
email account exactly. The email address has been deleted from the ComEd profile and now will allow you to register your ComEd account online and create a password and security questions. We thank you for bringing this to our attention and we regret any inconvenience this may have caused you. Thank you..
Complaint: [redacted]
I am rejecting this response because: The representative from the business based the decision solely on my past payment indesrections. Ignoring the fact that the past specialist left us hanging out to dry. We made the first payment of the arrangement and responded promptly to continue with the agreeement only to be ignored and having to deal with the aweful customer service from the 1-800. I wish to speak to someone who will consider something other than a dollar sign to help us come up with a fair solution. I intend to pay my full balance but should not be forced to do so on the terms of a sales representative. I take full responsibility for the past payment errors, the company always ignores its own mistakes and highlights those of mine. I reject the representatives response because I feel like I am being penalized for my payment error, yet the company will not take any responsibility for the actions of its representatives. The representative's solution was for me to make a large payment and to call the 1-800, which has bright us to this point. All I asked is to be treated fairly, not just as a negetive balance.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
This only indicates that my meter is working properly. This does not answer why my bill is over 3xs more than my typical bill, especially during a month were it got cooler and I used my air conditioner less.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Response
sent through Revdex.com website: Hello, we have spoken on several occasions. On
6/28/16, services were cut for nonpayment. Payments were made to restore
services. You originally requested to disconnect service but later voided the
request. No call back or electronic request to disconnect...
occurred. As a one-time courtesy, I offered for you to
provide proof of relocation. You provided a letter from Oakwood Shores, signed
by [redacted]Assistant Community Manager. The letter confirmed you moved from [redacted] on 6/30/16. Back
disconnected service, so her final bill amount should have been $65.09. You had
a deposit of $90.12 on hand so it applied towards the final bill; you now have
an excess credit of $25.03 that has transferred to your active account. You
will see if reflected on the next billing statement, under Miscellaneous. For
additional questions, please feel free to contact myself or ComEd Care Center
at [redacted]. Best Regards,[redacted]
I
spoke to customer explained findings. On 11/30/15 a field visit determined the
following: [redacted] meter [redacted] commercial rate service address [redacted]
[redacted] #211 should be changed to [redacted] #2; [redacted]-01044 meter
270107346 [redacted] #210 / meter removed; [redacted] meter...
[redacted]
[redacted] 1BD should be [redacted] Ave Comcl 1 commercial rate;
[redacted] meters [redacted] serves hallway [redacted] serves #3 [redacted]
#201 should be #3 Residential rate; [redacted] #203 should be #2
meter [redacted] residential rate; [redacted] #204 should be #1
meter [redacted] residential rate; [redacted]-00047 956 [redacted] #208 meter 270107345
/ removed. The ComEd records have been updated to reflect the information
above.
Initial Business Response /* (1000, 5, 2014/12/26) */
Per ComEd Claims Dept, Mr. and Mrs. [redacted]'s claim has been settled and resolved. The claims manager has spoken with the customer on 12-23-2014.
Initial Business Response /* (1000, 5, 2014/10/22) */
Unsuccessful in contacting Ms. [redacted] at the contact number she provided or by e-mail that was provided. The e-mail sent to Ms. [redacted] provided details of when the agreement and where the account stands today. I am the analyst working on your...
inquiry and left a message for you at XXX-XXX-XXXX to please call me back. Per the inquiry there are some concerns regarding the payment agreement you had set up. I have attached a copy of the accounts activity statement for your records. The activity statement reflects when bills are issued, payments are made or if a payment arrangement was issued on the account. The payment agreement was established on 4/14/2014 for 6 installments of $105.28 and then defaulted on 8/4/2014 when the payment that was due 7/31/2014 had not received by ComEd. A total of 3 installments for $105.28 had billed out prior to the default of the agreement and 2 have billed since reinstating it. There is 1 installment left to bill out with the 11/6/2014 statement and then the payment agreement will be paid in full. I would be more than happy to talk to you about the account history. I explained that to Ms. [redacted] that she is welcome to call me anytime to discuss her inquiry and there has been no response to date
Initial Consumer Rebuttal /* (3000, 7, 2014/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO ONE CONTACTED ME AND ALSO I DONT AGREE WITH THEIR THEIR RESPONDS BECAUSE I PAID MY PAYMENTS ALL PAYMENTS IF I HAD DEFAULTED ON ANY OF THE PAYMENTS COMED WOULD HAVE TAKEN ME OFF THE PAYMENT PLAN I WOULD HAVE HAD TO PAY THE ENTIRE BILL BUT INSTEAD I CONTINUE TO PAY THE BILLS THEIR COMPANY SENT OUT ITS THEIR ERROR NOT MINDS I NEVER HAD A PROBLEM WITH PAYING ON MY PAYMNET PLAN I SHOULD NOT HAVE TO PAY A ADDITIONAL PAYMENT FOR THEIR FOR THEIR ERROS COMED NEEDS TO OWN UP TO THEIR ERRORS AND NOT MYSELF I DONT FEEL IF I SHOULD HAVE TO PAY FOR THEIR ERRORS.
Final Business Response /* (4000, 9, 2014/11/03) */
Spoke to Ms. [redacted] and clarified that she can in fact default on a payment arrangement but there are options to get back on the arrangement if not already utilized. Went over how the payment was due by 7/3/2014 but did not post until 8/7/2014. This payment reinstated the customer back on the arrangement. Ms. [redacted] stated that she had received my e-mail but not have a moment to over the attached activity statement. Ms. [redacted] stated that she will go over her bills and the activity statement I provided with the e-mail. If there any additional questions she will be in contact with me to discuss
Resolution
per Reliability: Engineer GD conducted a fact finding analysis to establish a
sequence of events related to 6 outages experienced during past year and
corrective actions. 9/19/15 the tree limb was removed from overhead wires.
2/19/16, mainline cable was replaced. 9/6 cutout was...
replaced. For other
outages the fuse was replaced. The customer is fed from single-phase
overhead primary wire service. GD spoke with Ms. [redacted] and advised of the
reliability improvements already made and that enhanced tree trimming will be
performed around these overhead primary wires as well.
Ms. [redacted], A Reliability Engineer looked into your concerns regarding the frequent outages you have recently experienced. He left several messages for you on January 27, 2016 explaining these outages and work that has been done to improve reliability in this area. If you have any...
additional questions or concerns please contact him directly to discuss. This has been resolved via your complaint through the Illinois Commerce Commission.
Per my review I have found that the customer's request to cancel her payment arrangement was not processed as she wished and she was not removed from the payment plan. I apologized to the customer for her inconvenience and assured her there was no financial harm in her not being removed....
The payment plan has now billed out and she will not have installments going forward.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for your inquiry. On 4/21/17, an unsuccessful attempt to reach Ms. [redacted] at the phone number provided and a voicemail and an email were sent to her explaining the following:On 11/28/16, a special payment arrangement was established to pay $334.10 by 12/9/16 to...
avoid service interruption. On 12/16/16, Ms. [redacted] filed Revdex.com complaint [redacted] requesting a special payment arrangement; which had already been granted. On 12/16/16 I spoke with Ms. [redacted] offering another special exception to pay $200.00 by 12/20/16. A payment in the amount of $99.74 was received on 12/21/16. On 3/2/17, 3/21/17 and 3/30/17 payments were received that were all returned by the bank for non-sufficient funds. Ms. [redacted] is advised to make a payment in the amount of $500.00 via an authorized agency and call the Care Center at [redacted] to validate the payment with the reference and receipt number and an order will be issued to restore the services. Thank you.[redacted]ComEd
ComEd refuses to remove this from my credit. ComEd rep claimed that accounts go to an internal credit service for resolution the 90 days after thay are past due. Rep claims that this divisino contacts client sot alert them but says they do not keep a record of these attempts. I was never called and find this to be ridiculous. ComEd did not call me to attempt to resolve the issue or collect payment during these three months. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Retreived
items faxed to ComEd on 6/9/2017. Landlord wrote letter stating Ms. [redacted] left the premise in June 2015 also faxed non
renewal notice and 60- day notice to vacate. We determined that Ms. [redacted] is
not responsible for charges following 6/2015 & charges have been...
removed.
We requested a letter from the credit agency confirming non pursuit of charges
Initial Business Response /* (1000, 5, 2014/11/10) */
I explained to Mr. [redacted] the meters were reversed at [redacted] and [redacted] It was determined meter #XXXXXXXXX services [redacted] and #XXXXXXXXX services [redacted] The customer's bill was lower than the amount of...
usage recorded on his actual meter. On 10/10/14 a billing adjustment was processed to adjust the account to reflect the kwh usage used on meter #XXXXXXXXX. The total balance owed on account XXXXX-XXXXX through 11/3/14 is $938.04. A payment agreement was established as follows; balance $938.03, down payment $104.94, remaining balance $833.09. The remaining balance will be deferred into 30 installments $27.77 with no finance charges assessed.
Initial Business Response /* (1000, 5, 2015/06/22) */
I have spoken with you today to discuss the information below: A deferred payment agreement was established for 6 months on 1/23/15: $55.14 + current bill. A bill was issued 2/18/15 for $116.51 due 3/12/15. No payment was made so a bill was...
issued 3/19/15 $429.18 with $116.51 due immediately and current bill $47.23 + $1.75 late charge due 3/12/15. A disconnection notice issued 3/23/15. You paid $380.20 on 4/1/15. Because the account was eligible to reinstate for $116.51 immediately, the system did so, leaving $263.69 in the agreement and $263.63 as a credit on the account. The credit covered the late charge and current bill, leaving $214.71 as total credit for that billing period. A bill was issued 4/16/15 for a bill including $43.42 current bill and $55.13 agreement installment. That bill came out to $0 because the credit covered it, leaving a $116.16 credit for the following bill, which also was covered and left at a $0 balance.
The latest bill issued 6/12/15 is for $97.03 because the $65.73 current bill, $55.13 installment minus the remaining $23.83 excess credit. This bill is due 7/6/15. On the bills, there has been the deferred payment agreement information under 'Miscellaneous', confirming that you are still on the agreement. There were no calls to ComEd to inquire about it so it remained as is. You aware now aware that if the payment is not paid by the due date, the agreement may default and may be reinstated, if applicable. The deferred payment agreements will not be cancelled without customers requesting to do so, with a live representative at X-XXX-XXX-XXXX.
I
tried to call customer unable to leave message. A balance $2,311.67 is owing on
account [redacted] in [redacted]'s name. The balance consists of charges
from 2 addresses 62182-32052 [redacted] Oak Park IL Service dates
8/31/10 to 8/26/11 $403.33 & 65712-96070 [redacted]...
[redacted] Chicago IL service dates 9/19/13 to 3/14/15 $1,908.34. In order
to dispute the previous address charges above the customer must fax proof
of previous address from 8/31/10 to 1/23/15 to Marilyn [redacted] Fax [redacted]
After the requested information is received the customer’s concerns will be
addressed as a follow up to the original complaint
Initial Business Response /* (1000, 5, 2014/09/09) */
Spoke to Ms [redacted] regarding the 9-8-14 call. After reviewing the call, I apologized to the customer for the experience they had with the representative. I advised that the supervisor has been alerted and will provide appropriate coaching. ...
Ms. [redacted] was concerned with the budget billing program. She had requested to have the program stopped as of 9-8-14. I advised that the representative did stop the budget billing program upon the customer's request on 9-8-14. Presently, the customer has a budget billing deferred balance credit of $16.66 which will be applied to the account. The next billing statement will generate 9-30-14. Currently the customer is in the appeals process with PIPP.
Hello. A thorough review of your account was performed and I wanted you to know the following: Your email address was registered to another account holder with a finaled, closed account. We believe the customer possibly registered their ComEd account making a typo error that duplicated your...
email account exactly. The email address has been deleted from the ComEd profile and now will allow you to register your ComEd account online and create a password and security questions. We thank you for bringing this to our attention and we regret any inconvenience this may have caused you. Thank you..
Complaint: [redacted]
I am rejecting this response because: The representative from the business based the decision solely on my past payment indesrections. Ignoring the fact that the past specialist left us hanging out to dry. We made the first payment of the arrangement and responded promptly to continue with the agreeement only to be ignored and having to deal with the aweful customer service from the 1-800. I wish to speak to someone who will consider something other than a dollar sign to help us come up with a fair solution. I intend to pay my full balance but should not be forced to do so on the terms of a sales representative. I take full responsibility for the past payment errors, the company always ignores its own mistakes and highlights those of mine. I reject the representatives response because I feel like I am being penalized for my payment error, yet the company will not take any responsibility for the actions of its representatives. The representative's solution was for me to make a large payment and to call the 1-800, which has bright us to this point. All I asked is to be treated fairly, not just as a negetive balance.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
This only indicates that my meter is working properly. This does not answer why my bill is over 3xs more than my typical bill, especially during a month were it got cooler and I used my air conditioner less.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Response
sent through Revdex.com website: Hello, we have spoken on several occasions. On
6/28/16, services were cut for nonpayment. Payments were made to restore
services. You originally requested to disconnect service but later voided the
request. No call back or electronic request to disconnect...
occurred. As a one-time courtesy, I offered for you to
provide proof of relocation. You provided a letter from Oakwood Shores, signed
by [redacted]Assistant Community Manager. The letter confirmed you moved from [redacted] on 6/30/16. Back
disconnected service, so her final bill amount should have been $65.09. You had
a deposit of $90.12 on hand so it applied towards the final bill; you now have
an excess credit of $25.03 that has transferred to your active account. You
will see if reflected on the next billing statement, under Miscellaneous. For
additional questions, please feel free to contact myself or ComEd Care Center
at [redacted]. Best Regards,[redacted]
I
spoke to customer explained findings. On 11/30/15 a field visit determined the
following: [redacted] meter [redacted] commercial rate service address [redacted]
[redacted] #211 should be changed to [redacted] #2; [redacted]-01044 meter
270107346 [redacted] #210 / meter removed; [redacted] meter...
[redacted]
[redacted] 1BD should be [redacted] Ave Comcl 1 commercial rate;
[redacted] meters [redacted] serves hallway [redacted] serves #3 [redacted]
#201 should be #3 Residential rate; [redacted] #203 should be #2
meter [redacted] residential rate; [redacted] #204 should be #1
meter [redacted] residential rate; [redacted]-00047 956 [redacted] #208 meter 270107345
/ removed. The ComEd records have been updated to reflect the information
above.
Initial Business Response /* (1000, 5, 2014/12/26) */
Per ComEd Claims Dept, Mr. and Mrs. [redacted]'s claim has been settled and resolved. The claims manager has spoken with the customer on 12-23-2014.
ComEd's position remains the same.
Initial Business Response /* (1000, 5, 2014/10/22) */
Unsuccessful in contacting Ms. [redacted] at the contact number she provided or by e-mail that was provided. The e-mail sent to Ms. [redacted] provided details of when the agreement and where the account stands today. I am the analyst working on your...
inquiry and left a message for you at XXX-XXX-XXXX to please call me back. Per the inquiry there are some concerns regarding the payment agreement you had set up. I have attached a copy of the accounts activity statement for your records. The activity statement reflects when bills are issued, payments are made or if a payment arrangement was issued on the account. The payment agreement was established on 4/14/2014 for 6 installments of $105.28 and then defaulted on 8/4/2014 when the payment that was due 7/31/2014 had not received by ComEd. A total of 3 installments for $105.28 had billed out prior to the default of the agreement and 2 have billed since reinstating it. There is 1 installment left to bill out with the 11/6/2014 statement and then the payment agreement will be paid in full. I would be more than happy to talk to you about the account history. I explained that to Ms. [redacted] that she is welcome to call me anytime to discuss her inquiry and there has been no response to date
Initial Consumer Rebuttal /* (3000, 7, 2014/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NO ONE CONTACTED ME AND ALSO I DONT AGREE WITH THEIR THEIR RESPONDS BECAUSE I PAID MY PAYMENTS ALL PAYMENTS IF I HAD DEFAULTED ON ANY OF THE PAYMENTS COMED WOULD HAVE TAKEN ME OFF THE PAYMENT PLAN I WOULD HAVE HAD TO PAY THE ENTIRE BILL BUT INSTEAD I CONTINUE TO PAY THE BILLS THEIR COMPANY SENT OUT ITS THEIR ERROR NOT MINDS I NEVER HAD A PROBLEM WITH PAYING ON MY PAYMNET PLAN I SHOULD NOT HAVE TO PAY A ADDITIONAL PAYMENT FOR THEIR FOR THEIR ERROS COMED NEEDS TO OWN UP TO THEIR ERRORS AND NOT MYSELF I DONT FEEL IF I SHOULD HAVE TO PAY FOR THEIR ERRORS.
Final Business Response /* (4000, 9, 2014/11/03) */
Spoke to Ms. [redacted] and clarified that she can in fact default on a payment arrangement but there are options to get back on the arrangement if not already utilized. Went over how the payment was due by 7/3/2014 but did not post until 8/7/2014. This payment reinstated the customer back on the arrangement. Ms. [redacted] stated that she had received my e-mail but not have a moment to over the attached activity statement. Ms. [redacted] stated that she will go over her bills and the activity statement I provided with the e-mail. If there any additional questions she will be in contact with me to discuss
Resolution
per Reliability: Engineer GD conducted a fact finding analysis to establish a
sequence of events related to 6 outages experienced during past year and
corrective actions. 9/19/15 the tree limb was removed from overhead wires.
2/19/16, mainline cable was replaced. 9/6 cutout was...
replaced. For other
outages the fuse was replaced. The customer is fed from single-phase
overhead primary wire service. GD spoke with Ms. [redacted] and advised of the
reliability improvements already made and that enhanced tree trimming will be
performed around these overhead primary wires as well.
Ms. [redacted], A Reliability Engineer looked into your concerns regarding the frequent outages you have recently experienced. He left several messages for you on January 27, 2016 explaining these outages and work that has been done to improve reliability in this area. If you have any...
additional questions or concerns please contact him directly to discuss. This has been resolved via your complaint through the Illinois Commerce Commission.
Per my review I have found that the customer's request to cancel her payment arrangement was not processed as she wished and she was not removed from the payment plan. I apologized to the customer for her inconvenience and assured her there was no financial harm in her not being removed....
The payment plan has now billed out and she will not have installments going forward.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for your inquiry. On 4/21/17, an unsuccessful attempt to reach Ms. [redacted] at the phone number provided and a voicemail and an email were sent to her explaining the following:On 11/28/16, a special payment arrangement was established to pay $334.10 by 12/9/16 to...
avoid service interruption. On 12/16/16, Ms. [redacted] filed Revdex.com complaint [redacted] requesting a special payment arrangement; which had already been granted. On 12/16/16 I spoke with Ms. [redacted] offering another special exception to pay $200.00 by 12/20/16. A payment in the amount of $99.74 was received on 12/21/16. On 3/2/17, 3/21/17 and 3/30/17 payments were received that were all returned by the bank for non-sufficient funds. Ms. [redacted] is advised to make a payment in the amount of $500.00 via an authorized agency and call the Care Center at [redacted] to validate the payment with the reference and receipt number and an order will be issued to restore the services. Thank you.[redacted]ComEd
ComEd refuses to remove this from my credit. ComEd rep claimed that accounts go to an internal credit service for resolution the 90 days after thay are past due. Rep claims that this divisino contacts client sot alert them but says they do not keep a record of these attempts. I was never called and find this to be ridiculous. ComEd did not call me to attempt to resolve the issue or collect payment during these three months. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Retreived
items faxed to ComEd on 6/9/2017. Landlord wrote letter stating Ms. [redacted] left the premise in June 2015 also faxed non
renewal notice and 60- day notice to vacate. We determined that Ms. [redacted] is
not responsible for charges following 6/2015 & charges have been...
removed.
We requested a letter from the credit agency confirming non pursuit of charges
Initial Business Response /* (1000, 5, 2014/11/10) */
I explained to Mr. [redacted] the meters were reversed at [redacted] and [redacted] It was determined meter #XXXXXXXXX services [redacted] and #XXXXXXXXX services [redacted] The customer's bill was lower than the amount of...
usage recorded on his actual meter. On 10/10/14 a billing adjustment was processed to adjust the account to reflect the kwh usage used on meter #XXXXXXXXX. The total balance owed on account XXXXX-XXXXX through 11/3/14 is $938.04. A payment agreement was established as follows; balance $938.03, down payment $104.94, remaining balance $833.09. The remaining balance will be deferred into 30 installments $27.77 with no finance charges assessed.
Initial Business Response /* (1000, 5, 2015/06/22) */
I have spoken with you today to discuss the information below: A deferred payment agreement was established for 6 months on 1/23/15: $55.14 + current bill. A bill was issued 2/18/15 for $116.51 due 3/12/15. No payment was made so a bill was...
issued 3/19/15 $429.18 with $116.51 due immediately and current bill $47.23 + $1.75 late charge due 3/12/15. A disconnection notice issued 3/23/15. You paid $380.20 on 4/1/15. Because the account was eligible to reinstate for $116.51 immediately, the system did so, leaving $263.69 in the agreement and $263.63 as a credit on the account. The credit covered the late charge and current bill, leaving $214.71 as total credit for that billing period. A bill was issued 4/16/15 for a bill including $43.42 current bill and $55.13 agreement installment. That bill came out to $0 because the credit covered it, leaving a $116.16 credit for the following bill, which also was covered and left at a $0 balance.
The latest bill issued 6/12/15 is for $97.03 because the $65.73 current bill, $55.13 installment minus the remaining $23.83 excess credit. This bill is due 7/6/15. On the bills, there has been the deferred payment agreement information under 'Miscellaneous', confirming that you are still on the agreement. There were no calls to ComEd to inquire about it so it remained as is. You aware now aware that if the payment is not paid by the due date, the agreement may default and may be reinstated, if applicable. The deferred payment agreements will not be cancelled without customers requesting to do so, with a live representative at X-XXX-XXX-XXXX.