Lakes Heating & Air Conditioning

I
spoke to customer explained findings. A ComEd technician visited the premise on
6/6/16 to cut the meter for nonpayment with rdg [redacted] on 7/6/16 a technician
verified the service was off and the reading was [redacted]. As a result the account
was credited $488.61 to remove the tampering charge....

The bills were cancelled
and rebilled from 5/17/16 to 7/6/16 to reflect the proper reading. I
informed the customer if she pays $300.00 we will connect her service so she
can pursue the residential special hardship grant that she previously applied
for on her account

Complaint: [redacted]
I am rejecting this response because:I received a response to my above referenced complaint.  According to the instructions, I am to either accept or deny the response within 7 days.  After reviewing the response from ComEd, it appears that this would be an acceptable resolution.  However, I called [redacted] Energy who will be receiving the credits from ComEd and posting to our account.  [redacted] indicated that it has not yet received the credits of $332.66 to the account that ComEd indicated were completed on 12/5/2016.  Therefore, at this time, according to [redacted] Energy, there is still a balance from ComEd on the account and because these are pass through charges/credits from ComEd, [redacted] indicated they will not receive these until the end of December prior to the next billing date. Therefore, I do not want to sign off on this complaint until such time as [redacted] has confirmed they received the credits from ComEd.  Please let me know if this is acceptable.  Thank you for your help.[redacted]Blake Richmond LLC Sent from my iPad

I called [redacted] left message On 9/25/15 an adjustment was processed to correct a mixed meter issue at the premise. Bills were cancelled from 9/13/13 to 9/14/15 customer was billed 26,043 kwh with incorrect meter [redacted] and should have been billed 12,382 kwh with the...

correct meter [redacted] As a result of the mixed meter issue this customer was overbilled by 13,661 kwh. The account currently has an excess credit in the amount of $2,049.64 which can be refunded to the customer upon request. ComEd only retains two years of billing information in order to determine if the mixed meter issue existed prior to 9/13/13 the customer must provide copies of the bills issued for each unit affected for consecutive months.

I explained to the customer that his charges from his supplier, [redacted] are reflected on the ComEd bill. He is not being double charged for supply. I advised that his bill increased during the winter months but is now beginning to lower which could be related to space heaters. The...

 customer is  having trouble with ComEd.com because of an incorrect phone number on file. His phone number has been updated.

Ms. [redacted] the account was given an exception on 11/28/16 to
the disconnection notice; in which you agreed to pay $334.13 by 12/9/16. On
12/16/16, you filed a Revdex.com complaint to request a special exception and I spoke
with you to provide a one-time exception for you to pay $200.00 by 12/20/16. On
12/21/16, we received a payment for half of our agreed amount payment in the amount of $99.74.On 4/21/17, a third exception was offered you
to restore your service for $500.00; which is slightly over half of the
required restoral amount.  Ms. [redacted]
special consideration has been given to you several times in the past year. The
Company’s position remains the same. You may still restore your services by
making a payment in the amount of $500.00 prior to 5/18/17. The account will
final or close 30 days after the service interruption if the service is not
restored. You may want to apply for financial assistance through [redacted] and also inquire to complete an application for the ComEd
Special Residential Hardship grant at the LIHEAP office as well. You may also
inquire with Catholic Charities, Salvation Army, your Local Township or
churches for financial assistance.  Thank
you.

I called customer, unable to leave message.
On 12/17/15 estimated the bill was cancelled from 11/9/15 to 12/10/15 (825
kwh). The bill was reissued based on the actual reading received on 12/16/15
reading 95271 (699 kwh). The current bill was issued from 2/12/16 to
3/11/16 using the...

customer’s reading (95529) obtained on 3/11/16. ComEd cannot
read the meter on a regular basis due to a locked gate. The customer reading on
3/11/16 was progressive to the 12/16/15 reading indicating the account has been
billed correctly.

We are unable to assist this customer .... There is no account information for [redacted] A message was left for Maureen [redacted] 773-[redacted] with no returned telephone call received

Initial Business Response /* (1000, 5, 2015/08/07) */
When a customer files for bankruptcy, the law allows ComEd to request a deposit as a guarantee as covered under section 366 of the bankruptcy code. At the time the deposit was requested your average monthly bill amount was $136.83 times 2...

=$273.66, hence the deposit quote of $270.00. The amountof the deposit is consistent with the Illinois Administrative Code guidelines for requesting a deposit. When a deposit is requested for bankruptcy, the customer will need to pay the entire amount in one installment. If you are requesting installments you may have your attorney contact ComEd's legal department at XXX-XXX-XXXX to determine if an agreement can be worked out on installments.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not afford that at one time. I just started back working I'm on verge of being evicted. There is no assistance to help at the time as they know government and state fundings are all on hold. How can you ask a person to pay that and they can't afford it. Hence they stated the law allows them to ask for a deposit it's not necessary . I spoke with a rep who was rude uncompassionate [redacted] my situation. If I'm going to have a hard time paying a regular bill , why would u ask for $100 more plus at onetime. I am not knocking a deposit due to my income I can not afford a 270 deposit . I am being penalize for filling bankruptcy . No my lawyer does not have to contact them regarding a bill that's mine
Final Business Response /* (4000, 9, 2015/08/07) */
The company's position remains the same.

I was able to contact the customer mentioned in the complaint, she states she did not file a complaint at the Revdex.com and does not reside at the premise mentioned in the complaint.

Initial Business Response /* (1000, 5, 2015/07/09) */
A ComEd Technician arrived at [redacted] on 7/09/2015 and completed a meter test for accuracy on meter #[redacted]. The test concluded that the meter servicing the above unit is running at 99.07% H & 100.06% L for accuracy,...

which falls well within the guidelines provided to us by the Illinois Commerce Commission. The ComEd Tech also noted that the meter reading was "[redacted] which is progressive to the last actual reading of "[redacted]" taken 6/22/2015. Based on the historical data from 12/2014-5/2014 vs 12/2014-5/2015 the account was under read which resulted in a catch up reading. The account is eligible for a payment arrangement with no finance charges up to 12 installments. We apologize for any inconvenience this may have caused

Attempted to contact customer to advise him that I would backdate his disconnect to 7-3-2017 which is the same day we connected him at his new premise. Customer assumed I was delivering bad news, would not let me speak, and hung up yelling he would see us in court. Called back and was advised not to...

call again or I'd be considered stalking.

Our records indicate that you have successfully established an Electronic Funds Transfer, therefore, we have successfully waived the $205.00 deposit.  Thank you!

[redacted]I spoke with you to advise your Rebate request was thoroughly reviewed by the Rebate department and special consideration was given to the circumstances of the timeliness of your purchase; however unfortunately, an exception cannot be granted for a purchase that is made outside of the...

rebate program period and the rebate refund has been denied. As you stated, you purchased the product on 10/4/15 and the rebate period began 10/5/15. I apologize for the unfortunate timing of events and any inconvenience this may have caused you. Thank you.

Ms[redacted]  We recognize that power outages disrupt the lives and businesses of our customers and ComEd crews work around the clock to restore service to customers affected by storms as quickly and safely as possible. In some circumstances due to intense lightning, high winds, extensive...

tree damage and downed power lines this can result in outages that are more difficult and time consuming to restore as they involve repairs to more individualized equipment. The estimated times of restoration can change as the situation concerning an outage is reassessed or after one of the estimated times expires. ComEd's restoration process begins with damage assessment, this process enables the company to determine the hardest hit areas and factors into restoration times. The company then prioritizes outage restoration to ensure public safety first such as police and fire, then hospitals and other critical facilities. Next, ComEd restores feeders which allow us to return power to large number of customers at one time, followed by smaller service restorations and individual outages. Our goal is to restore service to all our customers as quickly as possible and we apologize for any inconvenience.

Mr. [redacted] Per our conversation, a claim for was emailed to you directly to fill out and send back to the Claims Department for review. Again, I apologize for any inconvenience this may have caused while you were waiting for the service to be reconnected. The information was sent to the appropriate...

Dept. Managers to review processes and provide coaching if needed. Based on the above information, your inquiry is being closed.

Ms. [redacted] Per the ComEd Claims Case Manager [redacted] your complaint as been resolved and you have been provided the Case Managers direct contact information should you have any further questions/concerns. Based on this information your complaint is being closed.

Ms [redacted] entered into a payment arrangement on 10/14/15 for the amount of 310.43, a down payment was made for 77.61 3 installments of 79.95 were to be billed for the following 3 cycles. The first bill was issued on 11/12/2015 for the amount of 114.20, the customer made a payment of $200 on...

11/18/2015 and the credit of 85 dollars carried over to the next bill. The second bill on the arrangement was issued on 12/14/2015 which included current charges and the second installment less the 85 dollar overpayment from the previous month(bill total $36.71). No payment was received. On 1/20/2016 the final bill of the arrangement was issued including current charges, the final installment of 79.94, and past due balance of $36.71 from the previous month. An activity statement and bill copies have been mailed to the customer.

Revdex.com,This inquiry has been reviewed: Clarified to Ms. [redacted] the reason for her online payment difficulties is due to a block on her authorized payment account place by the billing vendor. Advised she contact them to resolve the issue. Also, informed customer that our I.T. Dept verified no payment...

related issues on date of double payment (12-05-17). Customer is concerned about their original payment agreement amount not going down. Notified the customer that partial or missed payments would result in the payment agreement defaulting. To reinstate the agreement, the amount that defaulted would need to be paid, in addition to the current monthly charges. The option to renegotiate was utilized and this did not require a payment for that month. Also by renegotiating, this then takes the entire account balance and breaks it up into the remaining payment agreement installments. Ms. [redacted] requested for a copy of her current accounts activity statement to review. I advised for record keeping that I would forward a copy of her previous accounts activity statement as well.

The customer has reached out to ICC re: the same issue. Same response provided to the customer for the Revdex.com inquiry as given to the ICC. A letter was sent.
I am writing in response to our inquiry through the [redacted]
Commerce Commission and wanted to update you with my...

findings.
 ComEd received a call from a gentleman on 11/21/2016 to
start service in his name. He explained that he was calling about his father’s
account and wanted to put services in his name by 12/1/2016. The assumption was
during the call that [redacted] was the father and [redacted] was the
son. When Mr. [redacted] explained his concerns pertaining to his father account,
this is when our customer service representative added him to your account in
error and made him primary. Please accept our sincerest apologies for this
error that has since been corrected.  
Mr. [redacted] has his own account at [redacted] CHICAGO
IL 60621 along with any charges that are associated to him. The $101.17 you
discussed in your complaint was transferred back to your old account at [redacted] CHICAGO IL 60621, which was then applied to a final bill due in your
name for service from 11/03/2016-12/1/2016. The budget billing credit was
actually $101.95 (as of 11/3/2016) and subtracting the final bill of $51.32 =
$50.63. This amount will be mailed to your attn at [redacted] APT [redacted] CHICAGO IL 60614. 
I do apologize for any inconvenience this may have caused
you. You are welcome to call me anytime to discuss your inquiry. At this time I
will notify the ICC of my findings and close the inquiry.

I spoke to customer also mailed a letter explaining
findings. On 8/4/16 a technician verified meter [redacted] (AMI 271500451)
serves [redacted] and meter [redacted] (AMI 271500448)
services 154 Lucerne Ct. Wheeling, IL. The bills were cancelled on acct
[redacted] from...

7/23/14 to 7/20/16 18,465 kwh were cancelled with the
incorrect meter. After the correct meter was installed, bills were issued for
the same period billing the account 11,025 kwh. As a result of the mixed meter
situation the account was initially overbilled by 7,440 kwh. Currently the
account has a $1,361.25 credit balance, a refund check has been issued per customer’s
request. The customer was informed that account was billing with Constellation
Energy for supply charges from 7/23/14 to 6/20/16. Although the incorrect bills
were cancelled, only the delivery charges were billed on the correct meter
because Constellation Energy is no longer listed as the supplier on the
account. A separate bill will be issued from Constellation Energy for supply
charges billed from 7/23/14 to 6/20/16.