Dominos Pizza

At the end of October 2014, when Ms. [redacted] filed an inquiry with the Public Service Commission of Wisconsin (PSCW) regarding her billing issues, a six-month protection was added to her account to prevent any collection action while the PSCW file was being investigated. At the conclusion of that...

investigation on 12/5/14 Ms. [redacted] agreed to a deferred payment arrangement (DPA) on her remaining account balance. As she notes in her statement to the Revdex.com, the terms of that arrangement were not kept. No DPA confirmation letter was sent, and subsequent bills listed the unpaid balance as “Previous Charges” with no indication on the statements that a DPA was in place. Negative credit reporting and late payment charges were only prevented because of the courtesy protection that remained in place after the PSCW inquiry.
The 6-month protection expired at the end of April 2015, and the next bill issued on 5/5/15 included notification of a negative credit report because of the past-due status of the account. Although the negative report was correctly assessed, when Mr. [redacted] contacted us about the matter on 5/13/15 a supervisor in our Customer Care Center agreed to remove the negative report due to the apparent misunderstanding about the DPA. At this time the supervisor also faxed a letter to the [redacted]s’ loan officer advising that the negative credit report would be reversed.
While we regret the misunderstanding, we addressed the negative credit report immediately when the [redacted]s contacted us. We Energies cannot assume responsibility for the timing of events outside the scope of their account activity.

After reviewing the usage history for Mr. [redacted]’s account we agree that his monthly consumption is higher than most of his neighbor’s, and we can understand his frustration with higher than expected energy costs. His account records do not show that he has brought up these concerns with us at...

any point in the past few years, however, and we would encourage him to contact us to schedule an on-site test of his electric meter so we can verify his service is being accurately billed.   If the meter tests accurately there are other things to consider regarding continued high consumption. For example, there may be major appliances that are running less efficiently than expected. A contractor or the appliance manufacturer may be able to address that possibility. A grounded wire could also increase consumption. Mr. [redacted] could call an electrician to check his wiring, because a grounded circuit can potentially “leak” a significant amount of electricity into the ground, and much like a leaky faucet it can significantly affect consumption over time. It is also possible that the electrical wiring for the property could be connected, or crossed, with another unit’s electrical system. Crossed wiring is not likely, however, because when Mr. [redacted]’s electricity was disconnected between 4/28/16 and 5/7/16 we did not receive any calls from neighboring units regarding partial power or a loss of service.   Regardless, if the issue is an internal one – that is, the high consumption is occurring after the electricity has passed through an accurate meter – we can offer assistance only in the form of possible culprits and recommended action. We measure and sell electricity and natural gas; we do not employ electricians licensed to service internal wiring, nor do we work on or test appliances. With that in mind, we encourage Mr. [redacted] to contact us at ###-###-#### as soon as possible to discuss arranging a test of his electric meter.     [redacted] We Energies Customer Assistance

Revdex.com:At this time, my complaint, ID [redacted] regarding Dominos Pizza has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Mr. [redacted] contacted We Energies regarding an un-posted online payment that resulted in a negative credit report, due to the account balance being more than 60 days past due. Our customer service manager escalated his concern to the IT Department. After investigation we were unable to verify Mr....

[redacted]’s payment from January, but have been able to resolve his concern to his satisfaction. Tell us why here...

The charges in question from the period prior to Ms. [redacted]’s move-in date were permanently removed from her account on June 30, 2016, the same day she contacted the Revdex.com with her concern. The following day, July 1st, we submitted a request to the credit bureaus to correct the past-due report...

originally sent on June 24th.   We apologize for the inconvenience this matter has caused Ms. [redacted] and would ask that she keep in mind that credit bureaus can take up to 60 days to update changes to their records. If, in the interim, Ms. [redacted] needs documentation of the correction we would be happy to issue a letter indicating the report was in error and the correction is pending.   Again, we apologize for the delay in the adjustment of Ms. [redacted]’s start-service date and subsequent credit reporting, and we encourage her to contact our Customer Care Center at 1-800-242-9137 if she would like to discuss the matter further.

Our records show that the letter explaining the possibility of a deposit was mailed the morning of 11/6/15 and was not returned to us as undeliverable. If Ms. [redacted] has been having difficulty receiving mail we would encourage her to contact her local post office. The possibility of late payment charges is meant to encourage on-time monthly payments. For the second winter in a row, however, late charges alone have not been enough for Ms. [redacted] to make any payments during the moratorium, and her arrears are already $150 higher than they were at this time last year. Based on this information we are not willing to waive the deposit. Deposits are assessed to provide incentive for on-time monthly payments. Once the deposit is fully on hand it is held until twelve on-time monthly payments in a row have been made, after which the deposit is refunded, plus interest. If Ms. [redacted] cannot pay the full deposit amount at this time we would again like to encourage her to contact our Customer Care Center at ###-###-#### to establish a deferred payment arrangement.

Ms. [redacted]’s service was disconnected and she was requested to make a payment in the amount of $377 for reconnection. On July 8, 2015 Ms. [redacted] scheduled two separate payments one in the amount of $189 and the second one in the amount of $776.71.  Coincidentally this was her account balance as...

of 06/19.
In order for service to be restored an online payment is not acknowledged until the payment has posted, which delays the reconnection of service.  Ms. [redacted] was encouraged to pay through an alternate source and made her payment through bill matrix for reconnection.  However, she forgot to cancel her online payments, resulting in the funds being deducted, causing a hardship for her.  Ms. [redacted] was advised to contact the bank and explain that it was an unauthorized payment and request that the transaction be reversed.
It appears Ms. [redacted] did contact her financial institution and the funds ($776.71) were reversed and credited back to her bank account on 7/16/15.
Going forward it is suggested that Ms. [redacted] contact the utility to establish an extended pay agreement for the remaining account balance.

On 11/20/17 a We Energies Field Services Supervisor contacted Ms. [redacted] and discussed the reasons for her recent outages and our plan to improve her service reliability moving forward. She indicated she appreciated the follow-up and was satisfied with the outcome of the conversation.

Mr. [redacted]'s application for service was conditionally approved pending verification that the previous account holder is no longer living in the unit. We have since received that verification and an account has been started in Mr. [redacted]'s name as of 5/9/15.

[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], We had been playing phone tag for days. I did get the certified letter on Wednesday. I will follow the required steps  to have this item removed. Fact I did send an affidavit, and I have received the mailing they sent. I didnt know the affidavit need to be notarized but I will have that sent to them as soon as I can have all paper work completed. Thank you Revdex.com.    
Regards,
[redacted]

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]

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

Excellent work! Definitely will be back if your phone needs repaired again.

While we maintain that Mr. [redacted]’s account balance was accurately reported, we agree that the delayed Energy Assistance grant made it difficult for him to anticipate his account status. Based on this and Mr. [redacted]’s efforts to address his balance and keep the account current, we have removed the negative credit report issued on January 27, 2017. Please be aware that credit bureaus can take up to 60 days to update their records after a change has been submitted.

[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.] There is no fraud on my behalf. Because the other occupant doesn't live there. I will go payment arrangements for my own bill that has my name on it. With my address on it. I will make payment arrangements on a bill that is not mine. And I don't have any documents for the other occupant that doesn't reside in the residents. You determination doesn't say that other occupant reside there because you have proof that the other occupant lives. Just guide lines. Your guidelines are enough proof to say the other occupant lives there. That's is not physical proof. But I have proof that the other occupant doesn't live there. You made your determination based off hear say. Which will not stand up in court. If I decided to ho through with my lawsuit. Which is definitely on the table at the moment. But I am still living my home with no lights on with my 4 children because of WE energy not based off any fraud on my behalf. If I have to call a lawyer I will. Which they will do an investigation to see if WE Energies allegations are true which they are. Even the property owner can tell you the other occupant does not reside at the resident any more. But I guess that's not enough proof. 
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. 
Regards,
[redacted]

After Ms. [redacted]’s electric service was disconnected in May of 2016 she called our office multiple times to discuss reconnection. On 5/6/16 she told two different We Energies employees that she had a newborn in the home and in both conversations gave the date of birth as 3/18/16. She also claimed...

that a two-year-old in the home needed medical equipment to treat her asthma. A medical form was faxed to the physician specified by Ms. [redacted], but the physician returned the form to us indicating there was no medical equipment prescribed and that the patient suffered from no significant medical problems. It is in the context of the information above that we must point out that on 8/24/16 and 8/25/16 Ms. [redacted] claimed in multiple conversations with different We Energies employees that she again had a newborn in the home. She gave dates for the birth ranging from 8/4 to 8/22, and even if the documentation of the specific date was not communicated clearly, it seems unlikely that she gave birth on 3/18/16, as she claimed in May, and then again in August of the same year. Despite the improbability, we agreed to fax a medical form to verify the newborn to Ms. [redacted]’s physician on 8/25. While we received confirmation the fax was delivered, the form still has not been returned to us. On 8/2/16 Ms. [redacted] was offered a payment plan for an exceptionally low down payment; whether the due date for that down payment was 8/17 or 8/24 is no longer relevant, because both dates have passed, and she has still made no payment. She is aware of the new requirements to establish a payment plan and avoid service interruption. As of today 9/14 the requested down payment was received and service has been restored Tell us why here...

Mr. & Mrs. [redacted] were owners for the property located at [redacted]
[redacted], and were billed monthly for gas service only.  Per Ms. [redacted] she states due to foreclosure, theyvacated the home in June 2014, however, never contacted the utility to stopservice. Per the assessor’s office the...

confirmed that [redacted] bought back the property on 09/29/14. The final billing for the [redacted]’s has been re-adjusted to stop therebill as of the sheriffs sale date (9/29/14), ending their responsibility forthe property, leaving a final balance owing of $19.09.Tell us why here...

Mr. [redacted]’s service was locked off on 06/02/15 for non-payment.  The requested down payment was paid and service
was restored on 6/03. At the time of the restoration a meter exchange was
completed and a lock added onto the meter box. 
The lock is secured to the meter box with a...

tension clip, resulting in
no drilling or damage to the meter box.
 
After service was restored on 06/03 Mr. [redacted] called our customer care
center claiming our service technician drilled a hole into his meter box causing
damage and it would now need to be replaced.  Because the meter socket is customer equipment
Mr. [redacted] was given the number to our claims department regarding his claim of
damage to his property.  An order was
issued to investigate to ensure there were no safety issues.  A site visit was completed and the Troubleman reported
there was no damage to the meter box (no holes caused by drilling as Mr. [redacted]
claimed) there was no hazard, the service was energized and the customer had
power.
 
Mr. [redacted] did contact the claims department regarding the meter socket
concern stating his electrician told him the box was no longer secure or
waterproof and there was now a code violation. 
Our field department provided pictures of Mr. [redacted]’s meter box to the
claims department that showed the installation of the lock; it was clear there
are no holes in the meter box as Mr. [redacted] stated.  Mr. [redacted] advised he would be forwarding his
estimate for repair and was advised that this was not necessary as we would not
be honoring his claim.

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]

The following is a timeline of all billing events and conversations we have on record for Mrs. [redacted]’s account on [redacted]:   8/20/15 – Mrs. [redacted] called to take responsibility for the service on [redacted]. Service was backdated to 8/12/15 with her consent, and a mailing address...

of 1678 [redacted], Waukesha, was added to the new account.   9/28/15 – First bill generated, due 10/19/15, mailed to the [redacted] address.                                 No payment received.   10/28/15 – Second bill generated, due 11/17/15, mailed to the [redacted] address.   11/4/15 – Mrs. [redacted] called to close her account. The rep who processed the request did not document any conversation, but if Mrs. [redacted] had requested a backdated stop the rep would have responded that the owner would have to accept responsibility for the charges if the stop order was earlier than that day. This may have resulted in the misunderstanding, “they told me that only the landlord could cancel the electric….” In order to backdate a stop order after service has been used we must have someone to bill for the service, and we cannot force the responsibility on a third party – in this case, the owner – without their consent. As there was no contact from the owner, Mrs. [redacted]’s responsibility for service was ended as of 11/4/15, the day she called.   11/5/15 – Final bill generated, due 11/25/15, mailed to the [redacted] address.   11/9/15 – Mrs. [redacted] called and gave permission for her husband, Benjamin, to discuss the account. Mr. [redacted] said he wanted to confirm the stop date and asked if the owner had called yet to backdate their responsibility to 10/1/15. Our rep advised that the owner had not called, and confirmed the stop date of 11/4/15.   11/25/15 (Final bill due date) – No payment received.   12/23/15 – Account balance referred to collection agency and reported to credit bureau as past-due.   1/13/16 – Mrs. [redacted] called regarding the negative credit report. Our rep advised the credit information would be updated after payment was received.   1/21/16 – Account paid in full.     All billing statements for Mrs. [redacted] were sent to the address she specified when opening the account, and none of the bills were returned to us by the post office. Based on the contacts on 11/4 and 11/9 it is clear that Mrs. [redacted] was aware there was an outstanding balance. The account was past due when the negative report was sent on 12/23/15, and we cannot change credit information that has been reported accurately.