Lakes Heating & Air Conditioning

After
reviewing the customer’s credit information in public records it was determined
that [redacted] is not responsible for the $54.56 charge owed on account
[redacted] Chicago IL (service dates 3/6/15 to 6/1/16)
customer was billed beyond wanted final date. The...

collection agency was notified
to remove item from customer's credit report

Hello, Mr. [redacted]I understand you have rejected the response from ComEd in regards to making a special exception to honor your rebate request outside of the official rebate program period because you are good paying customer and I wish I could accommodate your request. Unfortunately, as I'm sure you understand, some rules such as the rebate period, are set in black and white and cannot be bent for one customer over another in order to be consistent and fair to all customers. If an exception of these terms would be made for one customer, it would be considered discrimination if not offered to another.  I'm sorry to advise the Company's position remains the same.

2/10 A ComEd technician tested Ms. [redacted] meter.
Meter passed testing at 100.03%. 2/13 I left a voicemail for Ms. [redacted]
relaying that based on testing, the meter is accurate and there will be no
adjustments made to her bill.

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]

Spoke
to Ms. [redacted] and she confirmed that there was a credit card payment for $182
on 3/20/2018 setup by the customer on ComEd.com. The customer was looking to
avoid the payment being drafted from the checking account on the 23rd. Any
changes to Electronic Fund Transfers would need to be...

completed minimum of 5
business days prior to the due date. As of 3/23/2018 the account has had an
excess credit amount of $182.00 because of the 2nd payment. Offered
to issue a refund for the $182.00 and the customer agreed. Notified the
customer that she should have the refund in approximately 10-14 days.

Hello, Ms. [redacted]A thorough review of your account has been conducted and an email response with billing detail was sent on 11/30/16 to the personal email provided. As explained, when a ComEd account closes with an outstanding balance, the system searches for an active account in the same...

name (SS#) and transfers the balance to the active account. On 10/22/15, you made your last full $344.00 budget bill payment which reduced your budget balance to $350.91. Although the budget plan remained active until 1/4/16, and we received a payment of $66.43 on 11/10/15 (your actual bill was $59.52), but missed payment of the 12/1/15 bill (actual bill $84.95). It appears you were under the assumption the budget was paid up; however on 12/1/15 your budget balance was $428.95. ($350.91 + $59.52 + $84.95 minus $66.43 payment = $428.95. The 1/4/16 bill of $143.05 through the 4/25/16 bill were paid in full each month. We received a duplicate payment in the amount of $65.98 on 5/4/16; which reduced your total outstanding balance to $389.18. On 5/23/16, $389.18 transferred to your active account. The balance is accurate. As a courtesy, we waived all late fees assessed to the previous account in the amount of $9.76 and all late fees assessed to the account the balance transferred to, in the amount of $14.01. The outstanding balance of $77.96 is still due and will be subject to future late payment charges and future collection activity. Please contact me to further discuss at the number I provided in your email. Thank you.

Spoke
to Ms. [redacted] and explained that I reviewed a call from 4/20/2017. The service
was interrupted for nonpayment and the customer called after setting up a
payment of $747.50 on line at ComEd.com to see when the services would be
restored. ComEd confirmed that the issue date was for...

5/2/2017. The CSR
explained that services would not be restored until the payment is posted.
Ms. [redacted] agreed to make a payment with the CSR on 4/20/2017 in the amount of
$747.50 and the CSR provided instructions to the customer to stop the payment
that was issued for 5/2 at minimum four times during the call. Ms. [redacted]
acknowledged the instruction and proceed to make the payment needed to restore
services. Mr. [redacted] called on 5/3/2017 stated there was an overpayment and
that those funds need to be sent back to them. The refund was issued 5/5/2017
and cleared 5/15/2017. I reviewed the account history and the payment that was
originally setup on 4/21/2017 to be paid on 5/2/2017 was not stopped by the
customer on ComEd.com. The request to reimburse the overdraft charges of
$117.00 has respectfully denied.

Hello,
I spoke with you today to discuss the meter test results from 9/20/16. A ComEd Technician arrived at your premise and
completed a meter test for accuracy on meter #[redacted]. The test concluded
that the meter servicing your unit is running at 99.99% accuracy for full loads and 100.05% accuracy for light loads, which falls well within the guidelines provided to us by the Illinois
Commerce Commission. The ComEd Technician also noted that the meter reading was [redacted] which is progressive to the last actual reading of “5485” taken 8/13/16. The
meter is wired correctly and there were no foreign load issues found. Per the results, at this time no billing adjustments are warranted. Best Regards,[redacted]

Mr. [redacted]  The Field Supervisor provided options of replacing the underground service and it was explained by the Claims Case Manager, that the denied claim was reviewed by the Claims Review Committee and it was found that there was no negligence on the part of ComEd regarding problems on 3/9/15 and the claim is respectfully denied. ComEd's position remains the same.

Explained to Mr. *** that ComEd is unable to block an enrollment from a supplier we do not have the power to do so. Directed Mr. *** to the Illinois Commerce Commission to investigate supplier enrollments on his behalf.

I was able to speak to the Ms. [redacted] this morning, it was confirmed that her power was restored on yesterday. We are still awaiting confirmation of her medical letter. The account is in a protective state for 6 days pending presentment of the medical letter from the customer's Dr.

Sent Ms. [redacted] copies of her accounts activity
statements for her records. After the customer had time to review the documents
she gave me a call and we discussed that on her old account it closed with a
balance owing of $1187.40. There was a balance owing from a payment
arrangement, budget...

billing/PIPP program & current charges not brought
current =$1187.40. This amount transferred over to the active
account on 4/5/2016. The total charges on the active account is $1352.57 and
the account is eligible for a payment arrangement. The minimum down payment
needed based on the balance of $1352.57 will be $270.51. Ms. [redacted] stated that
she will work on getting the down payment and go to an authorized agent to make
the payment. Then will follow up with ComEd’s customer care center to have the
payment validated and the agreement established.

We have made 3 attempts to contact the customer to discuss the deposit that was recently assessed her account. Several voicemails have been left for the customer to return our call. We are willing to waive the deposit on the customer's account if the customer agrees to setup electronic funds...

transfer where her payments are auto-deducted from her checking or savings account. The customer has had 8 late payments within the last 12 months which is the reason the deposit was assessed. A phone number was left on the customer's voicemail to give us a call so that we may further discuss the offer, and allow the customer to make a decision.

Thank you for your inquiry. A thorough review of your account was made and we spoke on 12/16/16 to discuss an option for payment for your ComEd account. As discussed, a special arrangement was made on 11/28/16 to pay the past due portion ($334.13) by 12/9/16; however you were only able to pay a...

portion of the agreement on that day that you were advised would not protect your account from interruption. The account has an outstanding deposit in the amount of $215.00. No payments have been received on the account to date from the activation date of August 1, 2016. A one-time exception was granted and you agreed to pay $200.00 by 12/20/16 end of business day and validate the payment with me. Upon validation of your payment, the deposit will be canceled and rebilled back to the account in five equal installments of $43.00, beginning with the 12/29/16 bill (due January, 2017.) You were advised that if the $200.00 payment is not received by 12/20/16, the account will continue through the normal collection process and be at risk for possible service interruption. Thank you.

Hello:
 
Your closed and current ComEd accounts have been reviewed.
On 12/21/15, the previous account was closed and the final bill was issued 12/21/15
for service dates 11/15/15 to 12/21/15. The final bill amount was $26.31 due
1/12/16.
 
Your current account was...

opened 12/17/15. The first bill was
issued 12/30/15 for service 12/17/15 to 12/30/15 and totaled $9.26, due
1/21/16. $26.70 ($26.31 final bill + $0.39 late charge) transferred to the
current account on 1/19/16.
 
You paid $9.26 via electric fund transfer on 1/21/16.
However, payments are applied towards the oldest debt first, so the payment
went towards the transfer debit ($26.70 transfer debit - $9.26 payment = $17.44
remaining transfer debit).
 
The second bill was issued 2/1/16 for service 12/30/15 to
2/1/16. You also paid $9.26 via electric fund transfer on 2/1/16. That is why
the second bill states “Thank you for your payment totaling $18.52” in the top
right corner of the bill. The remaining $17.44 transfer debit – another $9.26
payment = $8.18 remaining transfer debit. Again, $9.26 from the previous bill
had not yet been paid, because both payments went towards to oldest debt- the
transfer debit. So $8.18 remaining transfer debit + $9.26 charges from previous
bill = $17.44 + $27.28 current charges = $44.72 due 2/23/16. On 2/2/16, you
paid $44.72 via a [redacted] Credit Card.
 
Because the three payments have covered total charges owed,
no credits are warranted. The account is now current, with no transfer debit.
The latest bill was issued 3/1/16 for service 2/1/16 to 3/1/16. The current
charges are $24.67 due 3/23/16.
 
Best Regards,
 
Aarian [redacted]

Hello, Mr. [redacted]A complete and thorough review of your account was conducted and I wanted you to know the following: Our records indicate we received a payment and credited your account in the amount of $48.74 on 2/14/17; however on 2/23/17, your bank returned payment for half of the amount...

($24.37) for non-sufficient funds and therefore, your account was debited $24.37 on 2/23/17. Please note this was not a fee or charge. On 3/22/17, you requested to cancel your electronic funds payment (automatic payment) on your account via the ComEd online convenience center and on 3/28/17, the bank returned payment in the amount of $24.37. On 3/28/17, your account was debited $24.37. Again, this was not a fee, but rather reversing the payment.  ComEd does not notify the customer of returned payments. The bank typically notifies their customer in the event a payment is returned.On 4/5/17, we received your payment in the amount of $68.73 which brought your account current. The 4/20/17 bill was issued in the amount of $21.25 due 5/12/17. The current balance is $21.25.We apologize for your inconvenience and if you were treated rudely in any manner. The balance is correct and the account is not due a refund. Thank you.

Hello, [redacted]I received your complaint today (11/6/15) that was reported to this site on 11/2/15 regarding your service restoral. Our records indicate your meter was exchanged and the overhead crew restored your service on 11/2/15 at approximately 5pm. Please check and reset your...

circuit breakers and advise if you still do not have service. I left a voicemail for you on 11/6/15 at 5:30 p.m. with my contact phone number. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10976998, and find that this resolution is satisfactory to me.
Sincerely,
Carlos [redacted]

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.

Spoke to Ms. [redacted] and explained that I reviewed a call from 9/9/2015. During the call Ms. [redacted] asked to be setup for automatic drafting and was told by our CSR that she would need to make next month's payment. Then the automatic drafting would begin. So for 9/2015 the customer made a payment...

and one drafted from her bank. ComEd apologized for any miscommunication re: the payment she would need to make and when the auto draft would start. The customer has been credited to her ComEd account the $36.00 NSF charge she got from her bank. All adjustments are now complete.