Madison Gas & Electric Company

Madison Gas and Electric (MGE) bills for utility service after it is usedMr [redacted] 's account was closed on 06/21/and the final bill printed on 06/28/Mr [redacted] 's final bill was mailed to the forwarding address [redacted] ***A payment was not received for the balance and an additional final bill was mailed to Mr [redacted] 's forwarding address on 07/28/The balance remained unpaid and was sent to State Collections on 09/08/At this time, State Collections has yet to report the balance to Mr [redacted] 's creditPer my conversation with Mr [redacted] today, Mr [redacted] has paid the balance owed with State CollectionsState Collections updates MGE once monthly with any payments receivedI offered to write Mr [redacted] a letter confirming that State Collections has received his payment and the account is now at a $balanceMr [redacted] declined my offer of a mailed or faxed letter

On 05/02/MG&E received an online credit bureau dispute from Transunion that was initiated from *** *** MG&E reviewed the credit bureau dispute and found that the previous reporting to Transunion was reported correctly and responded to Transunion with that informationThe
original reporting may stay on *** *** credit report for up to years

Ms. [redacted] was correctly reported for being 90+ days past due or more for the months she was recently behind (December 2016 - April 2017). MGE only reports to Transunion if the customer is 90+ days past due. MGE notifies the customer when past due on her bills, "Note: This bill...

includes a past due amount. If you have already paid it, thank you. Accounts remaining past due may be reported to the credit bureau".  MGE also attempted several calls to the customer notifying her of the past due amount(s) as well as sends past due letters.  Ms. [redacted] did not contact MGE during this time until 4/25/17 when she spoke to a MGE Representative who informed the customer that the previous past due reportings to the credit bureau were correct. The MGE Representative did advise Ms. [redacted] that she could file a dispute with Transunion (which is the only credit bureau MGE reports to) however MGE did not receive any disputes from Transunion to date. The MGE Representative offered a DPA (Defferred Payment Arrangement) which was declined by the customer. Once Ms. [redacted] made a payment on 4/27/17 which brought her account under 90 days past due, MGE automatically sent an update to Transunion indicating that the customer was current and up to date (no longer 90+ days past due). If Ms. [redacted] needs any additional documentation showing she is current and up to date we can provide her with an "Account Status Form" (Applying for a loan, etc) to be mailed to her.  Ms. [redacted] may also file a dispute with Transunion by going to www.dispute.transunion.com or calling them at ###-###-#### since we have not received any disputes from Transunion on behalf of the customer.

Madison Gas and Electric (MGE) bills for utility service after it is used. Mr. [redacted]'s account was closed on 06/21/2016 and the final bill printed on 06/28/2016. Mr. [redacted]'s final bill was mailed to the forwarding address [redacted]. A payment was not...

received for the balance and an additional final bill was mailed to Mr. [redacted]'s forwarding address on 07/28/2016. The balance remained unpaid and was sent to State Collections on 09/08/2016. At this time, State Collections has yet to report the balance to Mr. [redacted]'s credit. Per my conversation with Mr. [redacted] today, Mr. [redacted] has paid the balance owed with State Collections. State Collections updates MGE once monthly with any payments received. I offered to write Mr. [redacted] a letter confirming that State Collections has received his payment and the account is now at a $0.00 balance. Mr. [redacted] declined my offer of a mailed or faxed letter.

Madison Gas & Electric Co. received an e-mail from Mr. [redacted] with his disputes yesterday 02/18/2015.Responded to Mr. [redacted] that on his most recent account ([redacted]) he did not have the CheckFree payment option set up. I found that he previously used it...

on his MG&E account he had prior ([redacted]). Mr. [redacted] also mentioned that because of this he was reported to the credit bureau (Transunion). When researching his accounts we did not report him on his most recent account but he was correctly reported on his previous account he had with MG&E.  E-mailed Mr. [redacted] back with this information and also that his most recent account he had with MG&E ([redacted]) was recently referred to State Collections Services since there were no payments on his account from the date he went into service until current. We received several e-mails back from the customer stating he was going to contact the attorney generals office, Revdex.com, Citizens Utility Board, DATCP, Bureau of Consumer Protection and the Wisconsin Public Service Commision. I referred this dispute to my Supervisor who tried several times to contact the customer via phone at ###-###-#### and reply back to his e-mail at [redacted] and never got a response back from the customer. We have brought the account back from State Collections so the customer can pay his bill directly to MG&E. We also as a courtesy removed the credit reporting to Transunion on his previous account which was originally reported correctly and will no longer appear on his credit report. Updates with Transunion can take up to 30 days.  Since the customer had confusion and fustration with the 3rd party CheckFree payment service MG&E uses we will be waiving the late fees on that account which came to a total of $8.11. We have tried calling the customer again today at ###-###-#### and as of 1:15pm today we have not heard a response back from the customer.

Review: Madison Gas and Electric has refused to properly collect payment on a bill. After repeatedly using the only third party vendor they allow, MG+E did not accept payment. As a result, they sent the bill to state collections.Desired Settlement: 1. Remove the account from State Collections, immediately, and report to all credit services that the collections request was in error.

2. Send me a proper bill, without late fees or additional charges, for the appropriate billing period.

Business

Response:

Madison Gas & Electric Co. received an e-mail from Mr. [redacted] with his disputes yesterday 02/18/2015.Responded to Mr. [redacted] that on his most recent account ([redacted]) he did not have the CheckFree payment option set up. I found that he previously used it on his MG&E account he had prior ([redacted]). Mr. [redacted] also mentioned that because of this he was reported to the credit bureau (Transunion). When researching his accounts we did not report him on his most recent account but he was correctly reported on his previous account he had with MG&E. E-mailed Mr. [redacted] back with this information and also that his most recent account he had with MG&E ([redacted]) was recently referred to State Collections Services since there were no payments on his account from the date he went into service until current. We received several e-mails back from the customer stating he was going to contact the attorney generals office, Revdex.com, Citizens Utility Board, DATCP, Bureau of Consumer Protection and the Wisconsin Public Service Commision. I referred this dispute to my Supervisor who tried several times to contact the customer via phone at ###-###-#### and reply back to his e-mail at [redacted] and never got a response back from the customer. We have brought the account back from State Collections so the customer can pay his bill directly to MG&E. We also as a courtesy removed the credit reporting to Transunion on his previous account which was originally reported correctly and will no longer appear on his credit report. Updates with Transunion can take up to 30 days. Since the customer had confusion and fustration with the 3rd party CheckFree payment service MG&E uses we will be waiving the late fees on that account which came to a total of $8.11. We have tried calling the customer again today at ###-###-#### and as of 1:15pm today we have not heard a response back from the customer.

Review: I was quoted at $92 per month on the budget plan. I understand and acknowledge I was late in paying my bill (approximately $190, being paid this week). I have since been removed from the budget plan and now expected to pay over $500. There was no notification of being removed from the budget plan other than my bill I just received with NO EXPLANATION. When I contact the company I got a very short response saying (in a nutshell): you missed two payments, you owe us the money. This is a crazy business practice. If you want to remove me from the budget plan, fine - but is it right to do it for previous months with no notice? If this is not resolved, I will be contacting a lawyer - this is completely unacceptable and the unwillingness of the company to work with a customer on this glaringly outrageous practice seems completely unreasonable.Desired Settlement: I expect MG&E to reduce my bill to the appropriate budget amount. Upon paying the bill, I feel that I should be able to re-enter the budget agreement moving forward. I would also like to see MG&E take a more informative stance before taking actions against customers...it's the RIGHT THING to do when you have customers.

Business

Response:

I spoke with Mr. [redacted] regarding his complaint on September 17, 2014. Mr. [redacted] is upset that he was removed from our Budget Payment Plan (BPP) without any notification. I did advise to Mr. [redacted] that his bill due on September 2, 2014 had a notation at the bottom stating that he may be removed from the BPP if he did not honor the terms of the arrangement. Unfortunately Mr. [redacted]'s account was removed from our BPP program due to not meeting the agreement set in place. I explained to Mr. [redacted] that since he was removed from the BPP we billed him for his unpaid usage since his in-service date. Mr. [redacted] did not agree with the fact that we were billing him for his entire account balance and not the amount of his budget plan, which was $92.00 per month.

I offered to place Mr. [redacted] back on the BPP and set him up on a deferred payment agreement for his account balance. The customer agreed to this plan but was not satisfied with our removing him from his initial plan.

Consumer

Response:

MG&E's bill paying system doesn't work, they never send notification if you have a past due balance, and if they turn off your power, well good luck getting them to turn it back on in a timely fashion. On top of all that, I haven't found a way to pay a bill without getting slapped with some kind of payment processing fee. the only reason I use this company is because I have no other choice. They are the only one in the area.

Review: I have a restaurant and its a small business and my monthly bill with MG&E is anywhere from $800.00 to $1100.00 a month. I have had the restaurant for almost three years now,I have been struggling to pay my bills and every now and then I may fall behind but never past two months or nothing I cant handle. I currently owe $700.00 to MG&E and its not past due. MG&E has threatening to disconnect my service after Monday May12, if I don't pay a security deposit of $2300.00. I have explained to them in the past that I didn't have Extra Money for just a deposit and if I did then I wouldn't be struggling. Its not like I don't pay them because I always do. I can't operate without gas and electric so I have to pay them, so theres never a threat of them not getting there money. they offered for me to make a payment arrangement on money that I don't owe them yet. the arrangement is for either 5 months for over a extra $500.00 a month or 6 months for an extra $383.00 a month and I do not have it. I am struggling to keep my restaurant open and I don't know what else to do.Desired Settlement: That a deposit not needed.

Business

Response:

Commercial deposits are authorized under

Administrative Code PSC 113.0403. The Code was designed specifically for

utility companies as protection when dealing with new or delinquent commercial

customers. As compensation to the commercial customer, the Code requires

interest to be paid on cash deposits. In January of each year, the PSC

determines the interest rate and notifies the utilities of the annual rate.

Deposits can be in the form of a guarantee, surety, or cash.

MG&E uses a third party billing system online (My Check Free) who in no way allows you to see your current or past due. They also don't allow the customer to utilize any type of payment other than a bank account. In order to pay with a credit card I have to call another third party company and pay a $5.95 fee.

The options and means of paying an MG&E bill is incredibly frustrating and in no way user-friendly.

Their electronic payment service is a total nightmare. If you start the process you need to send in all this paperwork to them to verify your identity and even if you don't complete it, they still stop sending you paper bills. The whole thing takes up to two months to get set up, and their entire customer service team is completely unhelpful. All they can really do is listen to your problems, not actually solve anything or take any steps to fix it besides apologizing for a system they know works horribly.

Review: I have been paying MG&E for an electric bill that the entire building is on the same bill. I have been paying money every month to get the bill down abd when they send another is't even higher. I has been asking them to come and check the electrical hookup and found that a wsher and dryer that does not belong to me is connected to my utilities but they did not disconnect these appliances. Now I have no hot water, they have removed the meters for electric but I am still getting a bill.

I am trying to find housing for me and my son since September of 2012 and becasue of the utility bill no one will rent to me. And since then the property was forclosed on and is now owned by Associated Bank.

I can't continue to pay this bill and find secure housing for me and my son.

I need helpDesired Settlement: Make adjustment as soon as possible. I agree that I owe something but not 900.00 for November

Business

Response:

Good afternoon,

MGE discussed Ms. [redacted]'s concerns regarding the electric meter earlier this year. We conducted a "High Bill Investigation" on January 31, 2013, during this investigation we found two outlets in the basement on Ms. [redacted]'s electric meter and one had a clothes dryer plugged into it. We explained the metering issues would need to be resolved with the landlord.

Ms. [redacted] is still receiving a monthly bill because the service is under name but is disconnected for non-payment; Ms. [redacted] illegally reconnected her electric service and continued to use electricity which is why her bill increased. Ms. [redacted] has not contacted us since her service was disconnected on October 29, 2013. We would recommend Ms. [redacted] to contact us to discuss a payment plan for reconnection.

The entire building Ms. [redacted] resides at does not have hot water, the landlord’s account was disconnected due to non-payment and the gas to the hot water heater is on her meter. We would suggest Ms. [redacted] to contact Tenant Resource Center regarding this matter as well.

The current balance on Ms. [redacted]’s account is for multiple months of usage, we can provide duplicate statements to the customer which will show a breakdown of each charge and explain the current balance.

Please contact us if you have any questions or concerns.

Sincerely,