Dominos Pizza

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem:I've submitted a complaint to you guys about this company just a month ago. Here is a copy of the complaint from a month ago. I'm complaining again because once again they added the balance back onto my bill after taking it off. They are still trying to bill for the month of april that I didn't live in the apartment. At this point I'm looking into getting an attorney. I'm don't understand why they keep taking off the balance and putting it back on it. They need to compensate me for all the [redacted] that they have put me through including sending me to collections. They need to fix this once and for all so that it doesn't keep popping back up on my bill Complaint Details From 6/30/16 I MOVED INTO MY APARTMENT MAY 10TH OF 2016. WE ENERGIES IS TRYING TO BILL ME FOR APRIL OF 2016 AND I DIDN'T EVEN LIVE THERE AT THE TIME. MY LEASE MOVE IN DATE SAY MAY 10TH OF 2016. I'VE CALLED WE ENERGIES A MILLION TIMES ABOUT THE SITUATION AND THEY KEEP GIVING ME THE RUN AROUND. THEY'VED FIXED IT 3 TIMES AND THEN ADDED THE BALANCE BACK ONTO MY ACCOUNT THREE TIMES. NOW TODAY I RECIEVE A PHONE CALL FROM A COLLECTIONS AGENCY FOR THE $179 FOR THE MONTH OF APRIL. I CALLED WE ENERGIES AND ASKED FOR A SUPERVISOR AGAIN. THE GIRL GAVE ME THE RUN AROUND AND THEN HUNG UP ON ME. NOW I REPORTED TO THE CREDIT BUREAU FOR A BILL THAT ISN'T MINE. I'M PISSED. I'VE BEEN DEALING WITH THIS MATTER SINCE MAY OF 2016 WHEN I RECIEVED THE BILL IN THE MAIL.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I want this bill permanently fixed so that it doesn't keep popping back up and I want compensation for all the trouble that they have put me through.
Regards,
[redacted]

In our response to Mr. [redacted]’s Revdex.com Review on February 9, 2017 we indicated that, “…Our monitoring equipment has shown the incoming electrical voltage to be well within the required ranges as defined by the Public Service Commission. ... We are very satisfied with the quality of our incoming...

power to Mr. [redacted]’s residence. In addition, we have provided information on how he can troubleshoot the source of his internal intermittent electrical issues.” Regarding this information, on December 12, 2016 a We Energies Electric Operations Technician sent Mr. [redacted] a detailed email with the results of the tests from the external and internal testing devices we had installed. As noted above, the external – i.e. We Energies side – results were within required tolerances. The internal monitor, however, showed a floating ground condition evidenced by a change in voltage when the dehumidifier was running. Our email communication explained this information, and our technician also included documentation regarding equipment Mr. [redacted] could purchase to test his own internal circuitry. In conclusion, extensive testing has shown the incoming electrical voltage is well within the Public Service Commission’s requirements, and that any variances in the home not in those ranges are an internal issue. We have provided Mr. [redacted] with information about additional testing equipment, but based on the information already gathered we cannot assist any further with his concern.

We regret the misunderstanding and resulting miscommunication regarding responsibility for gas service at Ms. [redacted]'s home. After receiving this concern from the Revdex.com we spoke with Ms. [redacted] and an agreeable deferred payment arrangement has been established on her new account. She...

agreed to call back with any additional questions or concerns.[redacted]We Energies Customer Assistance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Good morning, If the rate of the electricity is what they are claiming that I need to pay the same rate as others.  I am okay with that point.  However, my electricity usage is about $5 to $7 per month.  The rest were $15 per month meter's fee.  If they would have contacted me before 2+ years.  I would have saved over $400.  I believe this is a scam by We Energies trying to get more money from consumer.  I am in process of finding an electrician to reroute electricity from the garage to the house's meter so I am not paying for 2 meters.  Especially the meter fee is 3 times as much as the electricity bill itself.  They can agree to settle on the meter fees that they failed to notify me for over 2 years.  As I said, collecting on the fee that is 3 times as much as the bill and for over 2 years without telling consumer is a scam. Thank you,[redacted]

PSC 113.0301 (13)(a) states “A utility shall postpone the disconnection of service, or reconnect the service if disconnected, for up to 21 days to enable the occupant to arrange for payment, if the occupant provides a licensed Wisconsin physician’s statement or notice from a public health, social...

services or law enforcement official which identifies the medical or protective services emergency…” On May 31, 2016 Ms. [redacted] notified us of a person with a medical condition and equipment in her home. A medical form was sent, and eventually returned to us by the person’s physician, and the account was protected from disconnection by a 21-day medical extension from May 31st through June 21st. As the Administrative Code above indicates, the purpose of a 21-day medical extension is, “to enable the occupant to arrange for payment,” not to protect the account indefinitely from collection action. Ms. [redacted] has since established a deferred payment arrangement and agreed to make a down payment for that plan by July 1, 2016. We would encourage her to keep the arrangement to ensure her services are not interrupted. Additionally, we always recommend that customers who have electrically-powered medical equipment create a backup plan in case of any loss of power, whether it be a scheduled interruption or an unplanned outage due to weather or other conditions.  [redacted]We Energies Customer Assistance

Initial Business Response /* (1000, 9, 2016/05/05) */
They were given a credit for a Medium 3 topping pizza with us. They can redeem it at any time.
Initial Consumer Rebuttal /* (2000, 11, 2016/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept...

the response of the store credit ,all I wanted is what I paid for

Please contact our Positive Identification Team at ###-###-#### to discuss acceptable proof of residence documents and how to submit the information.

On 10/14/15 the owner of the property at [redacted] called us to switch the utility service for [redacted] into their name as of that day. This automatically closed Ms. [redacted]’s account, and a final bill for her electricity and gas through 10/14/15 was calculated and mailed to the service...

address on 10/16/15.   Twenty-four days later, on 11/9/15, Ms. [redacted] called our Customer Care Center at around 11:00am to verify the service had been taken out of her name. We have reviewed the recording of that call and are unsure as to what error Ms. [redacted] believes has occurred.  The conversation began with Ms. [redacted] stating she had a bill for, “seven hundred dollars” (the final bill amount was $742.36), and she wanted to know why it wasn’t less with the Energy Assistance (EA) grant she had received. Our rep advised that while EA agencies communicate promised amounts at the beginning of October, the actual payments do not post until the end of November. The rep then explained that the EA promise is considered a “pending payment” and advised Ms. [redacted] what the remaining balance would be after the grant posted. Ms. [redacted] said she understood but did not ask about making a payment or establishing a deferred payment arrangement (DPA) on the balance, and the call was ended.   Ms. [redacted] did not provide our rep with a forwarding address during that call (or at any other time), and the owner did not provide one for her on 10/14/15 either. Based on the conversation noted above, however, it is clear that she did receive her final bill.   After an account is finalled we do not continue to send monthly balance statements unless a DPA has been established. Ms. [redacted] did not establish a DPA, but she was advised on 11/9/15 what her remaining balance would be after the EA payment posted. A month later, after no payment had been made or arrangement established, Ms. [redacted]’s outstanding balance was referred to a collection agency. The balance was also reported as past-due to the credit bureau.   If a balance has been correctly reported to the credit bureau as past due we cannot change the report. Additionally, if Ms. [redacted] does not have an active account with us we will not recall the balance from the collection agency. We would encourage her to contact the collection agency to work out a payment plan for the amount owed.

In September of 2016 Lakeyca [redacted] included approximately $2,800 of We Energies charges in a Chapter 13 Bankruptcy. The charges were written-off and we started a new account in her name with a beginning balance of zero.   In June of 2017 we were notified by the court that the bankruptcy had...

been dismissed and the charges were again owed, so the balance was recalled and transferred to Ms. [redacted]’s active account. Those charges came to the new account “aged”, that is, they were significantly more than 90 days past due, but before any negative reporting occurred Ms. [redacted] responded to our charge transfer letter and established a deferred payment arrangement (DPA) on her new total balance.   A DPA consists of an agreed-upon down payment and an installment toward the past due amount in addition to any current monthly charges. In exchange for the customer agreeing to those terms, We Energies agrees not to assess late payment charges and to report the account to the credit bureaus as current. It is important to note that any charges past their original due date are still past due, but with the good-faith promise from the customer to keep the terms of the DPA We Energies agrees not to report the charges as late. If, however, the agreed upon payment schedule is not kept and the DPA is broken, all charges are subsequently reported to the credit bureaus with their actual age status.   In Ms. [redacted]’s case, when she did not pay the DPA amount for her August 17, 2017 bill by the due date of September 6th, the DPA was broken. Despite Ms. [redacted]’s payment of $349 the month before, charges from the bankruptcy transfer still remained unpaid and were significantly more than 90 days past due, so the subsequent credit reporting correctly included that information.   Similarly, though she established a new DPA after the one broken in September, Ms. [redacted]’s new DPA amount for the November 15, 2017 bill, due by December 6th, was not paid. On December 9th she called and was advised the DPA would not break as long as the payment posted to her account no later than December 15th, prior to her next bill calculation.   Ms. [redacted] called us late in the day on Friday December 15th for a 3rd-party payment center location, but payments made at those locations after 2:00pm do not typically post until the following business day. In this case Ms. [redacted]’s payment did not post until Monday December 18th, after her new bill had been issued. This meant the terms of the DPA had not been kept, and because charges from the bankruptcy were still part of her account balance they were again correctly reported to the credit bureaus as more than 90 days past due.   Ms. [redacted] has since established another DPA on her remaining account balance. We would encourage her to keep its terms to ensure positive credit reporting moving forward.

We Energies often encounters situations in which a
customer who has accrued a significant balance attempts to avoid payment toward
that balance by having a third party apply for service. This is known as “name-switching”
and is considered to be a form of fraud. The Administrative Code...

of Wisconsin,
as enforced by the Public Service Commission, outlines utility protection
against name-switching in PSC 113.0301 (1m), which states, “Residential utility
service may be disconnected or refused
for any of the following reasons: … (h) Delinquency in payment for service
received by a previous customer or occupant at the premises to be served, if an
account is transferred to a new account holder or customer and the previous
account holder or customer continues to be an occupant of the dwelling unit to
be served.”
 
The customer of record at [redacted],
where Ms. [redacted] has applied for service, has been associated with that
address since at least 1997. He is the son of the owner of the property. He has
had multiple accounts in his name there over the past 18 years, and we have
confirmed that he has successfully name-switched to avoid payment toward his
and other people’s balances several times in the past.
 
Ms. [redacted] was the customer of record at [redacted] from 10/16/09 until 8/12/10, and left a significant unpaid balance after
her account was closed. The customer who succeeded her in 2010 was the owner’s
son. Five years later on 5/5/15 during her initial call for new service here,
Ms. [redacted] named the owner’s son as a roommate (the call recording has been
reviewed to confirm this). After being advised we do not allow name-switching
Ms. [redacted] changed her story and claimed she has not had any contact with him
since 2011. Despite the fact that he called us three times about payment arrangements
in the month preceding her application for service and did not mention moving
out, Ms. [redacted] has maintained he is not there and that she has had no contact
with him. She told us she is still friends with the owner and wanted to move
back in because she has significant money invested in the property.
 
The total unpaid charges for all customers at this
address in the past 10 years are in excess of $18,000. Based on the history of
name-switching and name-switch attempts, the inconsistencies in Ms. [redacted]’s
statements, and her previous association with the owner and current account
holder, we will continue to deny her application until verifiable proof of
residence elsewhere for the current account holder is received. This
determination was communicated over the phone to Ms. [redacted] by the supervisor
of our Investigation Department on Friday May 15th.
 
 
Jason C[redacted]
We Energies Customer Assistance

Mr. [redacted] We Energies sends credit information to the Credit Bureau every Friday. The Credit Bureau agencies have 60 days to process the information received from the utility. If after 60 days from the date the information was forwarded to the Credit Bureau, and your report has not been updated, it is suggested you contact the agencies directly. TransUnion         ###-###-#### or www.Transunion.com              Experian             ###-###-#### Tell us why here...

Most meters used by We Energies transmit readings to us via radiosignal. When a meter transmits a reading indicating zero energy was used duringa period when we have seen usage in previous years, it means either thatconsumption habits have changed or the meter is not accurately registering. Asthe...

Revdex.com is aware, in the instance of a non-registering meter we are required bythe Public Service Commission of Wisconsin to estimate consumption for theentire time period of the inaccuracy. If a non-registering meter is billed withzero readings, even for a short time, it can result in a very large rebillamount after the meter problem is verified and corrected. With this in mind,when our billing system receives a lower-than-expected reading an estimate isgenerated and the following message is included on the customer’s bill: IMPORTANTINFORMATION THIS MONTH YOUR METER REGISTERED ZERO ENERGY USE. BECAUSE THIS ISNOT CONSISTENT WITH YOUR PAST ENERGY USE PATTERNS, WE ESTIMATED YOUR ENERGY USETHIS MONTH. WE WILL CONTINUE TO ESTIMATE YOUR USE UNTIL WE CAN DETERMINE IFYOUR METER IS WORKING PROPERLY. PLEASE CALL US EITHER TO SET UP AN APPOINTMENTTO INVESTIGATE YOUR METER, OR TO ADJUST YOUR BILL IF YOU BELIEVE THAT YOURENERGY USE SHOULD HAVE BEEN ZERO. This message was included on the billsmailed to Mr. [redacted] on 5/1/15, 6/2/15, 7/1/15, and 7/31/15. Mr. [redacted]then called us on 8/5/15 to advise he was not using natural gas and that thezero readings were correct. The rep he spoke with cancelled the estimatedreadings, rebilled the account at zero consumption, and made a note that zeroconsumption estimates should not be done because no gas is in use. We apologizeif the rep did not clearly explain the process to Mr. [redacted], or if she didnot make it clear that he would be correctly billed based on the good meterreadings we had already obtained. Mr. [redacted] called again on 8/8/15to request we close his account as of the previous day, 8/7. The account wasclosed with actual meter readings – electric and gas – received on 8/7. Thefinal bill was mailed on 8/10/15, and did not include any estimated charges.Tell us why here...

This dominos is horrible ordered and waited over an hour for my food. Called and was told the delivery guy was on his way and after another call an hour later was told the same thing I cancelled my order and got something else to feed my family. Staff is unprofessional

We have reached out to Ms. [redacted] to discuss her payment arrangement options and medical situation in the home. A message was left today, April 7th, with callback information.

When We Energies is notified that a customer is deceased
we are required by law to stop billing that person as of the date of death.
Moving forward, if utility service continues to be used we must have a person
or legal entity to bill. If no one is willing to accept responsibility our only
other...

option is to disconnect the service.When Mr. [redacted] contacted us on October 7, 2015 he
confirmed he did not want the gas service to his father’s home disconnected. He
agreed to have service put in his name and said he would call back after his
father’s estate was established to have the account switched over.On October 9, 2015 Mr. [redacted] called back to close his
account, saying he did not want to be billed for the gas. When our rep advised
we would have to disconnect the service Mr. [redacted] again said he did not want
it disconnected. Our rep advised if no other party was willing to accept
responsibility our only option was to disconnect, and recommended he
contact the mortgage company that owns the home to see if they would assume responsibility.
Mr. [redacted] declined and said he would work with the court to have an estate
set up so that entity could be billed, but also requested to speak with a
supervisor about the matter.A supervisor spoke with Mr. [redacted] on October 12th and again on October 14th and confirmed the three options available:
leave the account in his name; have the service disconnected; or have someone
else (including an estate) assume responsibility. Mr. [redacted] said he
understood the three options and elected to leave the account in his name
because an estate had not been established.In his inquiry to the Revdex.com on October 20th Mr.
[redacted] indicated his Desired Outcome is for us to bill the Estate of [redacted] for the gas service used at [redacted] in [redacted]. We
would encourage him to contact us anytime at ###-###-#### to provide documentation
showing that an estate has been established so we can switch the account to
that name.

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]

While we can appreciate the frustration that comes with an unexpectedly high energy bill, our records do not show that Mr. [redacted] has contacted us to discuss his concerns. We have customer consultants available 24 hours a day who are trained to analyze electric and gas consumption. They would be...

happy to discuss the situation with him, review his billing statements, and offer energy saving tips and ideas. The phone number to our Customer Care Center is [redacted].   We have noticed this is Mr. [redacted]’s first winter living at this address, with his account having been opened on 4/25/16. Each of Mr. [redacted]’s previous addresses in our service territory, as well as the address he provided as his last residence in Illinois, appear to have been apartments or condominiums (part of multi-unit structures), while his current address is a free-standing, single-family home. Generally speaking, residences in a multi-unit building benefit greatly from shared walls (i.e. fewer external walls exposed to the elements) as well as the residual energy from heat and electricity being used in adjacent units. Conversely, the outside walls of a single-family home are 100% external and thus have significantly more potential for energy loss. While that may be an unfortunate reality of home ownership, the good news is that Mr. [redacted]’s energy consumption at his current address has been consistently lower, and in some cases significantly lower, than previous occupants of this home. As noted above, our consultants would be happy to discuss the details of his energy use at any time.   Regarding Mr. [redacted]’s concerns about the calculation of his charges, every bill he has received since opening his account in April of 2016 has been based on actual dial readings from his gas and electric meters. No bills have been estimated or based on any other customer’s usage. Additionally, the most recent test of his gas meter showed it to be accurate to less than six-tenths of a percent from perfect (well-within Public Service Commission requirements), and a new electric meter, tested to be accurate by the manufacturer, was recently installed at Mr. [redacted]’s residence on 1/17/17. The daily consumption registering on the new electric meter is consistent with the usage from the old meter, suggesting both meters are accurate.

Revdex.com:At this time, I have not been contacted by Dominos Pizza regarding complaint ID [redacted].Sincerely,[redacted]

I have been unsuccessful in reaching Ms. [redacted] by phone, however, a certified letter was mailed to her explaining that her dispute would be re-opened by our Revenue Protection Department once Ms. [redacted] returns the notarized affidavit along with the required documentation.

[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 11940792, and find that this resolution is satisfactory to me. 
Regards,
Bradley L[redacted]