Lakes Heating & Air Conditioning

This issue is being addressed via ICC Complaint 2016-02785 .... The following email was sent to the customer on 4/5/16
Good Morning Mr. [redacted]:
 
The previous address charges listed below are owing in your
name:
 
62182-32052 [redacted] IL service
dates 8/31/10 to 8/26/11 $403.33
65712-96070 4[redacted] [redacted] IL service 
dates 9/19/13 to 3/14/15 $1,908.34.
In order to cancel the disputed charges we need to verify that
you did not live at the previous address charges during the service dates for
which the charges were accrued. Acceptable forms of proof are: bank statements,
insurance documents, income tax information, cell phone billing statements,
etc. ComEd does not require customers to sign documentation when they apply for
service however personal credit information is required to establish an account
in your name.
 After the documentation is received the issue will be addressed

Initial Business Response /* (1000, 5, 2015/08/11) */
Spoke to Ms.[redacted] and explained that the charges from [redacted] after 6/2/2015 have been cancelled. The customer is aware that she has 1 bill that is outstanding from her old address for the service dates of 5/1/2015-6/2/2015 in the...

amount of $86.57. This was the only charge not removed from her current active account. The account balance at XXXX [redacted] is $196.23 (current bill charges 7/8/2015-8/6/2015) $109.66 + (transfer final bill) $86.57 and this amount is due by 8/28/2015. All adjustments are now complete and final

The
mixed meter issue at [redacted] has been resolved. Meter [redacted]
service Building unit, meter [redacted] serves unti 1F, meter [redacted] serves
1R. There was no adjustment processed for [redacted] as they are
active on the building account which was mixed with a vacant...

unit causing the
BLDG to be under billed

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]

Ms. [redacted] states the property was vacant after June 2015, however she was advised that usage was found on the meter after that date via regular reads. No found requests to investigate meter effectiveness prior to the date the account closed on 11/30/2015. ComEd cannot investigate a meter of a...

finaled account. The customer signed up with Spark Energy on 12/13/13 the company until the account was closed. The supplier rate was .06851 in 2014 then increased to .1199 cents in 2015 which caused a significant increase in the bill. Offered to waive late payment charges, the customer refused offer. Advised the customer she should contact Spark Energy to address issue. No billing adjustments will be warranted.

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..

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;Com Ed and [redacted] with refund the fees charged to me for April 3, 2018, on [redacted] Lake in the Hills, IL 60156.
Sincerely,
[redacted]

On 7-3-2017, we spoke to the customer and explained how the [redacted] program works and that in order to participate in the [redacted] program, customers have to be enrolled in Budget Billing. The customer's budget amount was higher than what she was able to afford to pay, and when the State suspended the [redacted]...

program back in 2016 her arrearages billed out resulted in a high bill balance. The customer was not satisfied with this explanation and thought that there could be an issue with her meter. A meter test was scheduled for 7-7-2017 as agreed by the customer.7-12-2017 Spoke to customer and advised her that our technicians were at her premise on Friday 7/7/2017 to perform a meter test and check for foreign load. Customer was advised that the meter tested good, and that the load was high. The premise appeared to either be, or was at one time a daycare center. Customer was able to shut off main breaker and meter responded with no activity, this further confirms there is no problem with meter. Customer states will be calling an electrician, and applying for ComEd's RSH grant. An electrician will be able to determine if something foreign is wired into the customer's meter and causing the high load. The customer has since reinstated her deferred payment agreement and was advised that a payment in the amount of $146.64 was due by 7/18/2017 to avoid defaulting on her existing payment agreement again.

Initial Business Response /* (1000, 5, 2015/08/11) */
The customer defaulted on her payment arrangement on 7/31/2015 which resulted in a disconnection notice that was sent on 8/5/2015. The customer called on 8/6/2015 to make a payment of $170.33 which reinstated her payment arrangement. Due to this...

reinstatement the customer was automatically removed from collections. Current charges of $156.07 are due on 8/27. The remaining balance on the dpa is $646.86.

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]

Good Morning, Ms. [redacted]A thorough review of your account has been conducted and the 5/19/17 $200.00 payment was received and an order to restore the electric service to the premise address was made on 5/19/17. Our records indicate the service has been remotely restored. Ms[redacted] was advised to...

contact Customer Relations directly after her 5/22/17 [redacted] appointment with the grant status/amount. The account is eligible for a deferred payment arrangement.Thank you.

I spoke to Ms. L [redacted] bills were cancelled from 9/24/16 to 11/15/16 as Ms. [redacted] was not using service at the premise address during this time period. A final balance of $52.44 remains owing on the account. A letter was sent to Ms [redacted] explaining findings.

Thank you for your payment of $87.56 on 10/6/17.  The $175.00 deposit amount has been waived. Thank you.

ComEd provided the following bill explanation:On 11/30/2015 a bill was issued for 10/27/15-11/30/15 with a reading of 58596 and a deferred balance of $270.99.On 12/30/15 reading was 60387 kwh 1791 and 2/1/16 reading was 70043 kWh 9656On 2/1/2016 the customer called in a reading of 60186, lower than...

the two previous ComEd readings above which resulted in 11/30/15-2/1/2016 being cancelled and re-billed for 1590 kWh (difference between 58596 on 11/30 and 60186 on 2/1). This bill  amounted to 209.39 for 11/30/15-2/1/2016 but the customer had already paid 188 for 11/30-12/30 so current charges due are only for 12/23-2/1 (108.41 actual, 188 budget).If the full budget had paid for these 2 months (376) The customer would have overpaid the actual bills by 166.61 (376-209.39). Your deferred balance was 270.99 on the bill issued 11/30 subtract the amount overpaid (270.99-166.61=104.38)Please refer to 11/30-2/1 bill deferred balance. The deferred balance  reflects as if all months were paid even if they are not. The past due balance reflects outstanding balance (the 188 from 12/30-2/1).We have not received a budget payment for 12/30/2016-2/01/16 therefore the balance looks like this $ 104.38 remaining deferred bal$ 188.00 missing budget bill month$  61.76 current charges for 2/01-3/01________________________________$ 354.14ComEd addressed the meter reading issue with the meter reading supervisor in the customer's area.

Hello Elisa [redacted]:
 
On 1/28/16, I did speak to you regarding the final bill
amount of $12.41 going to collections. It was confirmed that the ComEd account,
when open, was established on [redacted], where you received e-bills and
payment options. On 11/25/15, you enrolled in...

ComEd.com e-billing, cancelled your
[redacted] e-billing. You then requested services be disconnected 11/30/15. The
final bill was sent to the alternate mailing address, per request, on 12/1/15.
 
There may have been an issued with the postal services
delivering the bill, as you agreed. When an account is closed and the final
bill is issued, ComEd does not have additional correspondence that goes to a
customer. I apologize for any inconvenience.
 
It has been confirmed $12.41 was paid and posted to the account
1/26/16. The debt is no longer. This information will be given to the
collection agency as well.
 
Best Regards, Aarian [redacted]

I called Mr. [redacted] regarding a Revdex.com
inquiry received on account [redacted] on 1/3/18 [redacted] / left message.
A second attempt was made on 1/8/18 at which time the mail box was full and
could not receive messages. Our records show the customer called ComEd on
5/2/17...

and activated an account at [redacted] Chicago IL in
his name. On 6/6/17 the customer activated a Budget billing plan on line. The
first bill issued from 5/2/17 to 5/31/17 $84.41 was not on budget billing
therefore the amount requested was $84.41 which was the current bill amount.
The following bill issued from 6/29/17 to 7/31/17 was processed on the budget
billing plan. The bill showed budget billing details; last month’s balance
$0.00, Total current charges $78.18 (bill issued from 5/31/17 to 6/29/17)
Current Budget Billing Amount $35.00; This month’s budget balance $43.18. The
following bills issued from 6/29/17 to 10/26/17 were issued with a $35.00
budget amount due similar to the initial budget bill. The following bill issued
from10/26/17 to 11/28/17 showed an increased budget amount of $70.00 (the
budget amount increased because the usage on the last six bills on the account
were much higher than the original $35.00 amount. After six months on a budget
plan our computer system is designed to review the actual bills vs the current
budget amount, the computer will self adjust the budget amount to bill the
account in line with the actual usage charges. After 12 months the account
settles based on actual usage charges and a new budget amount is assigned for
the following year. Mr. [redacted] requested to stop is budget billing plan on
12/22/17. At that time the account had a budget deferred balance of $236.23.
This amount was added to the current bill is sued from 11/28/17 to 12/29/17
$83.47 creating a balance of $319.70. Per the customer’s request a deferred
payment agreement was established on 1/2/18 allowing the $319.70 to be billed
in 12 installments of $23.95. The payment agreement defaulted on 1/5/18 because
the down payment of $31.97 was not received on account.

credit on 6/15/16. When a customer is
eligible to receive a CHAMP credit they are eligible to have their deposit
returned if requested. As a result a refund check has been issued on 3/1/17 for
$115.21 ($115.00 deposit + $0.21 interest). Please allow 10 days to receive the
refund check

I
spoke to customer explained findings. The customer provided documentation
showing she did not live at [redacted] from 12/26/14 to 11/23/15. As a
result the $1,754.30 back dated billing charges were credited to account and
late payment charges totaling $111.20 from 12/4/15 to current...

date were
cancelled

I spoke to the customer and based on work schedule he could not discuss over the phone. I sent the following correspondence via email;  I understand that your bank already credited you back the $142.81, due to a dispute. I let our billing department know just to make sure it doesn’t result in a...

returned check fee. I see that on 10/25/2016 Automatic payments were set up on the account. The account will automatically deduct the bill amount. You can still make a payment via credit card early but if it is within 3 business days before it is usually deducted the auto pay will go into effect. Pertaining to your inquiry about auto pay arrangements set up prior to 10/25/2016, A call was made on 4/22/2016 and you set up a payment arrangement with our automated system and  discontinued autopay which had been previously on the account. The reason provided was “This site is giving me no information as to how much I will be charged and how often.     ; User ID: [redacted] ; Name: [redacted].” I assume that you were under the impression that Autopay was still set up at that time because payments were not received following the initiation of the payment arrangement. After the first missed payment, the arrangement defaulted on 5/25/16. On 5/31/2016 a disconnection notice was sent to the premise and notification calls were completed on 6/7/16 and 6/9/16 to [redacted]. On 10/25/16 the contact number had been updated to [redacted]You are currently still on autopay and we do not intend on charging you a returned check fee for the dispute. If you do see one on your account please let me know and I will remove it.Please let me know if you have any questions regarding the account, I would be happy to review.  Please let me know if you have any questions regarding the account, I would be happy to review.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11192100, and find that this resolution is satisfactory to me.
Sincerely,
Jennifer [redacted]