[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] I closed the old account in August of If they kept it open until September of in order for a final bill to be paid there then that is fine, however after September that account should have been closed completely and no further payments should have been allowed to go to it (unless there was a balance and then only the amount of the balance should have been allowed to be placed on that closed account)I do not think a company should be allowed to take more money than what is on the account showing as owedEither reject all the money and return it or return the portion of the overpay They should not allow money to be just sitting in this closed account My credit got hit now and I had a creditor calling me I had paid it in full Even if the account number was incorrect they should have sent that money back and said no balance is on this account I thought I was paying my bill and never heard otherwise that I wasn'tThat is not fair to a customer that thinks they are paying and they just keep that money in a closed account with at $balance So now I have a hit on my credit score because they keep closed accounts with $balances open and allow money to be kept on that closed accountThey only offered to refund the money that they kept allowing to go into that closed account after I questioned where that money was at if I had been paying and could show they cashed my checksThe fact that they kept that money and then had the audacity to send me to collections for nonpayment is unacceptable in any way! I was paying my bills - they should have sent the money back if the checks were going to a closed account and said there is no balance on this account No company should ever keep anyone's money - ever And why did it take this long for them to return it? Only because I said something? I would like to know how long they planned on keeping it? Why did it take for me to say something before they refunded it? Would it still be in there? I want them to be required to audit all closed accounts and make sure this isn't happening to other customers They shouldn't be keeping money in a closed account Regards, [redacted]
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: As of Friday, December 23, at 4:00pm ; my caseworker still had not gotten a clear response from the companyThey had given her different amounts as to what the amount needed for restorationWithout an exact amount that would for sure restore services, she was unable to complete the processBeing a Friday, she would be unable to do anything to help me until at least Monday due to not hearing back from the company yet I have still been given conflicting information from the woman I spoke with from Consumers Energy and the representatives on the phone Before the call placed by me when I noticed my electric was disconnected, I was never informed that I had not paid the full amount of the December 9th disconnectionI called the number listed on my door after the services were disconnectedThe automated system stated " to restore services, you must pay the minimum amount due of $XXX, would you like to pay that amount nowI was given a confirmation number and called to have the services reconnectedI provided the confirmation number to the woman on the phone I was also told on the phone that Consumers did not have to provide me with a shut off notice due to me not "paying enough" when it was shut off in December and that I was never out of shut off state because of thatIt has been a horrible experience with this company and as I am writing this, I am still out of power due to the lack of communication the company has with its "customers" and the agencies trying to help the customers I feel this company ne [redacted] to be held accountable for the treatment of its customersThe last payment made, as they show was December 9th Nine days later it shows that they were already trying to disconnect me againIt is not as though I was not making a good faith effort, aside for not even being aware of the situation Regards, [redacted]
[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear belowI did not state "you'll never get this money"I stated "you'll never get it" referring to the financial hardship and inconsistency with staffing responses to prior inquiries.I was not irate I had a elevated tone when noting the frustration when receiving incorrect information, and irate called would be screaming and swearing, I simply returned the tone that was expressed to me.Again, another example of mis documented calls.Regards, [redacted]
01/08/13:13: [redacted] Account [redacted] ** Westland GAS METER [redacted] : 09/30/actual 10/29/estimate (no attempt) 11/29/estimate (no attempt) 01/02/actual (catch up bill) and BILLING COMPARISONS: 10/03/to 10/30/MCF $ 10/31/to 12/03/MCF $ 12/04/to 01/03/MCF $ ----------------------------------------- TOTAL MCF $ 10/01/to 10/29/MCF $ 10/30/to 11/29/MCF $ 11/30/to 01/02/MCF $ ------------------------------------------ TOTAL MCF $ I attempted to contact [redacted] this afternoon 01/08/(1:30PM) by calling [redacted] There was no answerI left a voicemail message 01/09/13:38: [redacted] I made a second phone attempt to reach [redacted] this afternoon 01/09/(1:39PM)There was no answerI left another voicemail message 01/12/11:55: [redacted] returned my phone call today 01/12/(1:44PM)He apologized for not calling back soonerHe works the night shift I reviewed above account and meter reading informationThere were two consecutive estimated meter readings in November and December When we obtained actual meter reading on 01/02/it resulted in catch up billWhen comparing gas usage in 2013-to 2014-2015.....usage is consistent for his home It is unfortunate the end result of the estimated bills was the catch up billI could understand how it caught him by surprise I told customer that I would forward his concern to the meter reading supervisor Even though I believe he used the natural gas.....in the interest of customer relations, my supervisor authorized me to credit his account $ [redacted] was pleased with resolutionHe will call me directly if he has further concerns CLOSING INQUIRY - 1/12/
February 6, [redacted] Account Number: [redacted] Dear Mr***, You#ll be pleased to know that I have received your concerns regarding your account for the address of [redacted] MI from the Better Business BureauBecause you#re important to us, we#ve taken your concerns seriously and have reviewed your account [redacted] , the representative you spoke to on January 30, 2015, had forwarded your concerns to the correct department for reviewThere was an error found and it was determined to be an error caused by Consumers Energy A request was immediately submitted to have this removed from your credit reportOn February 2, we were notified that the correction was submitted, and we were told that it can take the credit bureaus 30-days to update their files [redacted] notified me that he has spoken with you and you have requested a letter from us regarding these detailsIt is my sincere hope that this information has been helpful in resolving your concernsThank you for the opportunity to assist you with your inquiry Sincerely, Julie Gates Customer Care Representative ###-###-#### [redacted] COMPLAINT CLOSED 2/6/
04/10/14:17: [redacted] A [redacted] (JA***) [redacted] A [redacted] CA# [redacted] , MI 48457- I have remarked the account 04/10/14:35: [redacted] A [redacted] (JA***) 2:pm - I called ###-###-#### and got voicemail for "***"I left a message indicating that I've received the concerns of Ms [redacted] and will investigate and call back by April I also provided my contact information I've also sent the following email to the email address provided to the Revdex.com: Dear Ms [redacted] , You#ll be pleased to know that I have received your concerns regarding your account from the Eastern Revdex.com I have been assigned to investigate your concerns and hope to provide you with a detailed report of my findings by Tuesday, April If there is anything you wish me to know during my investigation, besides what you#ve already provided to the Revdex.com, you can reply to this email Respectfully, [redacted] A [redacted] Customer Care Representative Office: ###-###-#### Fax: ###-###-#### 04/13/09:48: [redacted] A [redacted] (JA***) I have placed a dunning lock on the account I have reviewed the fraud notes on the accountFraud initially denied service to [redacted] because she did not provide valid proof that she had purchased the home (title or deed) and had only provided a typed letter stating that the previous owner had sold her the home Fraud then reversed the move in for [redacted] and placed the service back into the previous home owner's nameFraud at this time did not call the mobile home park to try to verify the home sale 3/20/14, they were able to verify that the previous home owner had moved out of the property Then in December 2014, Fraud did call the mobile home park and at that time verified that [redacted] was the home owner 04/13/12:24: [redacted] A [redacted] (JA***) 12:pm - I called ###-###-#### and got voicemailI left a message with my contact information, requesting a call back I called the Leasing/rental office of Riverside Mobile Home Park (###-###-####) and spoke with [redacted] She confirmed that Ms [redacted] is the home owner, and has been residing there on the weekends only 04/14/10:09: [redacted] A [redacted] (JA***) 10:am - I called and spoke to [redacted] about her concerns She was told in our Flint office when she came in to request service and provided her documents including a "bill of sale", that service could not be placed into her name due to Fraud committed by the previous account holder/home owner She called several times over the past year, enquiring about this, indicating that she would not be able to pay a large outstanding bill, which is why she was not living in the home, afraid of racking up a large bill she couldn't pay off [redacted] in Fraud would not give her any details regarding the fraud charges or what she could do to get the service placed into her name She only goes to the home on the weekend, just for a short time to check the home to make sure everything is okayShe's been paying lot rent on a home that she's not able to live in She believes she was billed for usage in December of 2013, prior to her purchasing the home I told her that I would look into these things and get back to her no later than tomorrow 04/15/07:51: [redacted] A [redacted] (JA***) After further review regarding the customer's concerns listed above: "Bill of sale" was not provided, only a typed letter indicating that she had purchased the homeThe representatives in the Flint bill payment office would have made copies of her documents, instructed her to contact Customer ServiceThey would not have advised her regarding anything about "Fraud" I can see where ***'s account was accessed in (2014: April, May, November, December2015: March, April) Based on the Fraud department's notes, they did not make contact with [redacted] to let her know that additional information was needed to place service into her name(A valid bill of sale, title or deed for the home, lot rental agreement from the mobile home park) Usage recorded by actual meter reads does indicate very little usage Possibly only the furnace was running here At this time, she's only been billed for service beginning on 3/18/ Anything prior to this date was billed to the previous customer 04/15/12:47: [redacted] A [redacted] (JA***) 12:pm - I called and spoke with [redacted] about my findings, and asked a few additional questionsBased on the notes from the Fraud department, it appeared that they did not call her or send her anything by mail indicating that they could not place service into her name and why, nor did they request additional documents from herSince last spring, she believed what the Flint Payment office had told her, namely that we wouldn't put service into her name because of fraud the previous owner had committed I told [redacted] that based on this and the evidence of the usage here, that she was not living in the home, I am going to ask that her move in date be changed to April 10, and she will not be responsible for the charges she was billed ($1252.22) prior to that date(An email has been sent to fraud to have this completed) I asked [redacted] if she had any further questions or concerns, and she did notShe has my phone number if she needs to contact me in the future COMPLAINT CLOSED 04/15/
01/28/10:54: [redacted] (BWMORGAN) Remarked account Notes from Social Media Complaint filed by Ms [redacted] on with the same concerns: I spoke with Ms [redacted] on 01/28/at 8:AMI apologized for the frustration she has encountered and let her know that I would be looking into her complaint furtherI also let her know that I will try to expedite her service reconnection I spoke with dispatch at 9:AM and she let me know that the tech with the reconnection order is on a gas leak, but she will ask him to head that way after his current order 01/29/12:10: [redacted] (BWMORGAN) I spoke with [redacted] at Clinton Manor Apartments on 01/29/at 12:PM She informed me that Ms [redacted] moved out of the [redacted] address (acct [redacted] ) on 10/28/She also accepted responsibility, on the apartment complex's behalf, to place service in the Apartment's name from 10/29/- 01/02/ I have sent the following email to the Customer Bill [redacted] on 01/29/2015: I verified with [redacted] at Clint Manor Aptsthat Ms [redacted] (acct [redacted] ) moved out on 10/28/ [redacted] also agreed to have the apt complex take responsibility for the service at the address shown below from 10/29/# 01/02/2015, when the new tenant moved inCould you please adjust the move out date for Ms [redacted] to 10/28/2014, move in Clinton Manor Apts on 10/29/2014; then move Mr [redacted] in on 01/03/2015? 02/02/09:02: [redacted] (BWMORGAN) Customer Billing completed the move-out date changes for Ms*** 02/02/11:56: [redacted] (BWMORGAN) Account # [redacted] at the [redacted] address now has a move-out date of 10/28/The previous final bill for this account was $ After the move-out date was adjusted, the new final bill is $ I left a message for Ms [redacted] on 02/02/at 12:PM, at phone number [redacted] 02/03/16:23: [redacted] (BWMORGAN) I have sent the following email to Ms [redacted] at email address [redacted] Dear Ms***, You#ll be pleased to know that we#ve had a chance to look into the inquiry you raised with the Revdex.com I understand that your current service was unexpectedly turned offI#m truly sorry for the hardship you faced while the service was off and the rude representative you spoke with We have back-dated your move-out date at your prior address of [redacted] *** in Harrison Township to the date of 10/28/I spoke with [redacted] in the office of the apartment complex who verified the date you moved out as of this dateThe apartment complex accepted responsibility for the usage as of 10/29/The new and lower final bill amount for this account is $ After looking into the contact records on the account, I don#t see that we were contacted to have service taken out of your name at your previous address or placed into your name at your new addressThis step can easily be overlooked with everything that someone has to worry about while moving in or out of a new addressWe did not intend to cause your family distress because we weren#t aware that you were living in the home The order for your gas restoration was placed at 2:PM on 01/27/ We could not guarantee that we could be out the same day because of the time the order was placedI show that your gas service was reconnected on 01/28/by 11:AMThe service at your current address was placed into your name on 01/27/ Consumers Energy is regulated by the Michigan Public Service Commission (MPSC), who oversees all of the public utilities in MichiganWe have worked with the MPSC to enact rules that work out for both customers and our company If you have any questions, please give me a call, here#s my direct line, [redacted] Our best wishes to youHave a great day Thank you, Corporate complaint closed 2-3-
01/15/15:26: [redacted] (RGESCUTI) On January 15, at 3:PM I called phone number [redacted] and left a message for [redacted] to contact me backI left my direct phone number and toll free number with my extension 01/20/15:50: [redacted] (RGESCUTI) Account number: [redacted] Dates of Service: 05/14/to current Total Amount Due: $ Shut off notice History: 11/01/Shut off notice mailed for $ 11/07/attempt to enroll on spp 11/13/phone call completed 11/22/attempt to enroll on spp 12/31/intent to disconnect mailed 12/31/payment plan set up on automated system(IVR) On December 8, customer service placed a manual hold for [redacted] to pay the full balance of $by December 27, On December 20, [redacted] called Consumers Energy asking for four additional daysThe additional time was deniedCustomer Service Supervisor left a message for [redacted] denying the additional holds due to the out of box approval give for the manual hold SPP: History: 04/14/default $ On December 31, [redacted] went through the automated phone system and set up a payment arrangement of the following: 01/05/$ 01/19/$ 02/02/$ 02/16/$ Payment History: 01/06/$ 02/10/$ 05/05/$ 01/09/$ On January 20, at 3:PM I spoke to [redacted] She said customer service was not helpful at allShe said she was asking for four additional days and they refused the additional time [redacted] said she is not disputing the balance just that she needed the extra timeShe said when she spoke to customer service they refused to help her but when she went through the automated phone system, the system would let her set up the arrangement she needed at the time I apologized to [redacted] on behalf of customer serviceI told [redacted] I understand she had made a payment since this incident occurred Currently she does not have a shut off notice however if she would like enroll on the payment plan I can enroll her [redacted] said that she is fine will her bill right nowShe said she doesn't need the Shut Off Protection Plan at this timeI gave [redacted] my direct phone number in case she has any further concerns Additional Notes: SAP shows [redacted] attempted to enroll on SPP times with default The SPP amount would be $if enrolled today [redacted] said she does not want to enroll on the program at this time
05/11/13:01: [redacted] N [redacted] (EN [redacted] ) ---------------------------------------------------------------- [redacted] -[redacted] ***-CA# [redacted] ---------------------------------------------------------------- -Old account in question is [redacted] *** [redacted] ***, CA# [redacted] -The account closed on 9/1/with a final bill of $due on 9/24/ -The following were the final payments that came in on this account: 9/3/$ 9/5/$ 1/28/$ 3/24/$ -On 10/19/the amount of $which was a credit on the old account was transferred to the new account and this was an automatic system transfer -The $paid on 1/28/was the balance due 2/10/on the new account and the $was the final bill on the new account due on 2/17/which included the $ -The newest account was closed on 1/23/and customer has a credit of $and a refund was approved on 5/9/for the amount 05/14/15:28: [redacted] N [redacted] (EN [redacted] ) -Since there was no phone number on the complaint or account I am sending the following by email and a hard copy letter apologizing for the frustration that was caused and advising if he has further questions to please let me know: May 14, [redacted] Account Number: [redacted] Dear [redacted] , I recently received an inquiry you placed with Eastern RevDex.com regarding your Consumers Energy account at [redacted] in Grand Rapids On behalf of Consumers Energy I'd like to apologize for any confusion or frustration that may have been caused while making payments to your account with us Each time a customer starts a new account with us a new account number is assignedThe old accounts while closed and no longer being billed are still available to accept payments in the event the customer has an overdue balance that still needs to be paid In this case while you did not have an overdue balance on your old account because the payments were made to a closed account it resulted in a credit balance and because this account is no longer active it did not automatically prompt a refund for youOur records show this matter has been corrected and a refund of $was approved on May 9th and a check mailed on May 11th Again, I sincerely apologize for the frustration and inconvenience that was causedIf you have any additional questions regarding this matter or do not receive your check with 7-days please feel free to contact me directly at ###-###-#### and at this time I have closed your inquiry Sincerely, [redacted] Customer Care Representative [redacted] [redacted] @cmsenergy.com COMPLAINT CLOSED 5/14/
04/24/11:24: [redacted] M [redacted] (CMHERNAN) Account [redacted] [redacted] I made courtesy call this morning 04/24/(11:25AM) and spoke to [redacted] He will tell his father [redacted] that we calledASP program manager will contact him after she investigates Assigned ASP concern to [redacted] cc: [redacted] , [redacted] , [redacted] and [redacted] 05/01/15:54: [redacted] M [redacted] (CMHERNAN) I received email from [redacted] 04/29/(9:47AM) that said: Approval Request came into the PO Box and it was denied based on cost exceeds value; the maximum repair amount allowed was: $and this repair amount was: $558.50, a difference of $ [redacted] spoke with [redacted] about this and told her that work should have been approved The customer has been contacted and he wants his washer repaired and not have the previous company out there, which was [redacted] [redacted] will be going out along with a tech to confirm washer needs all of the items listed below and will proceed with making the necessary repairs New WO# [redacted] was created and been assign to one of ***#s people Customer has been advised and will be contacted with additional information on who will be coming out and when Thanks, [redacted] Customer Field Solutions Operational Analyst Phone: ###-###-#### 05/01/16:17: [redacted] M [redacted] (CMHERNAN) I received email from [redacted] 05/01/(10:02AM) that said: CE Field Leads along with a Service Tech went out on 4/to diagnose the washerCE Field Lead and Service Tech are scheduled to return on 5/ CE Field Lead advised customer was satisfied with diagnosis; Bad Mode Shifter Thanks, [redacted] Customer Field Solutions Operational Analyst Phone: ###-###-#### 05/05/13:28: [redacted] M [redacted] (CMHERNAN) REPAIR WASHER WITH COMPANY ASP work order [redacted] (Notification [redacted] 7): Field comments 04/30/- ordered spanner nut belt, lid switch and mode shifter c.a.s05/05/- spanner nut seized to mode shifter, let sit with penetrating oil for days, will not break loose, needs new unit
Account [redacted] [redacted] Start Date 08/14/ Electric service was turned off for nonpayment today 04/24/at 2:04PM I called customer this evening 04/24/(5PM) and spoke to [redacted] I reviewed previous arrangement she made with ***, customer care representative in March Representative agreed to enroll on shutoff protection plan if her $payment posts to account on 03/27/This did not happen and collection resumed Mrs [redacted] said she did not have the money to payMrs [redacted] said she applied for assistance with energy bill at Department of Human Services but was unable to reach her caseworker today Mrs [redacted] said she has $that she can pay on accountI explained that I could not create reconnect for that amountHer total balance (which is now all past due) is $3,I suggested she stay with friends or family until this matter is resolved I told customer that I would ask [redacted] to review her account and call her on Monday 04/27/Mrs [redacted] will be at work but [redacted] can call her husband [redacted] at same number ###-###-#### 04/27/08:38: [redacted] N [redacted] (RNRICHAR) DUNNING HISTORY: Date: Action: 04/01/ Turn off notice 04/09/ Mid-cycle call - call not completed 04/10/ Turn off call - call not completed 04/10/ Intent to disconnect notice 04/24/ Disconnected for non-payment 12-MONTH PAYMENT HISTORY Date: Amount: 08/22/ $ 10/20/ $ 01/12/ $ 02/05/ $ 04/27/09:49: [redacted] N [redacted] (RNRICHAR) 04/27/- Monday at 9:am - Spoke with Mrs [redacted] about her bill She said she is working with the Department of Human Services to try to get some assistance with her balance, but has not heard back from them I confirmed that they have not contacted us yet to request any information about their account or to authorize a payment She said she has already contacted 2-1-and the only agencies that are able to help right now are the Department of Human Services, Salvation Army, and the Community Action Agency She is on a wait list with Community Action agency and the Salvation Army doesn't have room for any appointments at this time I encouraged her to continue to seek assistance, and to contact the Department of Human Services to check on her application for help I also informed her about filing for the Home Heating Credit as well to help with the bill She has applied for the Shutoff Protection plan times since last October (10/31/14, 11/21/14, 12/08/and 03/13/15) but has not completed an enrollment successfully I did agree to make an exception and allow another enrollment if they are not able to get assistance To enroll on the program and turn services on, she would need to make a payment of $to the account, and the monthly amount of the plan would be $ She said she might be able to make those payments, but would continue to try to seek assistance first She was happy to have another payment arrangement as a back-up, just in case the agencies wouldn't be able to help She thanked me for taking the time to help her out with the option of the Shutoff Protection plan, and had no further questions at this time
02/04/08:45: [redacted] W [redacted] (BW [redacted] ) Remarked account and assigned to [redacted] + cc: [redacted] , [redacted] , [redacted] , [redacted] I received the following information from [redacted] ***: I see this customer filed a corporate complaintI am just following up with youHere is the information below of how the customer was enrolled We use to use telemarketers to contact the customerSince it has been years and we don#t use that firm any more it would be impossible to get a recording The customer was enrolled on ASP on 04/25/by a telemarkerter 02/04/10:15: [redacted] W [redacted] (BW [redacted] ) I spoke with Mrs [redacted] on 02/04/at 10:AMI explained that we've received her complaint and I have forwarded it onto the Appliance Service Plan (ASP) Management for a resolutionShe is aware that someone from the ASP group will be contacting her to resolve her concerns 02/05/16:10: [redacted] W [redacted] (BW [redacted] ) I received the following information from [redacted] : I spoke to Ms [redacted] today (02/05/2015) and offered to reimburse 2013, and January of this yearThe total reimbursement will be $A check will be sent and she is aware it will take 7-business daysShe was originally enrolled in by an outbound call campaignShe accepted this and said thanks Corporate Complaint closed 02/05/
01/07/16:41: [redacted] G [redacted] (RGESCUTI) On January 7, at 3:PM I spoke to Mr***I explained to him we have received his concern and I am forwarding this on to the supervisor I emailed and assigned the complaint to [redacted] and cc [redacted] 01/15/12:35: [redacted] G [redacted] (RGESCUTI) **MPSC Complaint# [redacted] filed 01/08/[redacted] On January 8, at 3:PM I spoke to Mr***He said he filed the Revdex.com Complaint the same time as he filed the MPSC complaintHe said the supervisor called him about an hour ago and they did schedule an appointment I emailed [redacted] ***, [redacted] and [redacted] *** 01/15/10:22: [redacted] G [redacted] (RGESCUTI) Account number [redacted] Dates of Service: 06/03/to current 01/06/15- Customer states he has low gas pressure going into home, Order # [redacted] placed Consumers Energy found the customer has gas but might need a bigger meter for all btu 01/07/Consumers Energy Specialist spoke to Mr***Mr [redacted] stats he is having issued with the furnace staying runningEnergy Specialist placed order to investigateCustomer does have generator but is having problem even when generator is operating Consumers Energy checked pressure and gas pressure fine 01/15/12:03: [redacted] G [redacted] (RGESCUTI) On January 8, [redacted] Consumers Energy Gas Field Leader spoke to Mr***Per Mr***'s request he agreed to exchange the meter for customer satisfaction On January 9, at 10:AM gas meter number [redacted] was exchanged with gas meter number [redacted] *** At 3:PM [redacted] contacted Mr***The service worker found nothing wrong with the meter but exchanged it for customer satisfaction [redacted] confirmed with Mr [redacted] when the service worker went out everything was working properly and we had proper pressureAll the appliances were runningAs far as the upgrade is concerned if Mr [redacted] has another issue with gas volume he will need to request for a larger meterThe service worker indicated that the customer had installed a generator which usually requires a larger meter to handle the loadHe will have to pay for that if that is the case because he has altered the load on his service Mr [redacted] was satisfied with the work performed and thanked [redacted] for addressing his concerns
[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10569536, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: I can appreciate that [redacted] took time to respond, but it is not acceptable What was offered was to increase my payment so that I can make up for them not reading my meter I should not have to be put on another payment plan with increased monthly payment because Estimates are acceptable Our gas meter is steps from our electrical meter and they were able to provide an actual on this The reasoning per [redacted] stated was due to inaccessibility and also the weather This has been estimated back til October and there was not bad weather at that time I also did not default in my payments on my other plan, consumers put me in a financial situation where my only option was to see help with [redacted] *** When I worked with [redacted] they requested my balance to help me and at no time did Consumers tell them these where estimated numbers, so the amount would be different This would all have been taken care of, if consumers was doing actual meter reads or even providing actual /correct numbers when I was able to receive help I realize nothing will be done to correct this, as I do not have an option for another company I am stuck I feel people should see that these things are happening to a lot of customers, and that maybe there regulations and what is expected of them should change Regards, [redacted] ***
01/26/2015 14:43:24 [redacted] (CMHERNAN) Account [redacted] Start Date 06/13/2008 End Date 01/04/2012 Final Bill $386.65 On 02/07/2012, transferred out $386.65 to open active: Account [redacted] ***... [redacted] Start Date Start Date 09/15/2011 End Date 09/24/2012 Final Bill $1,094.78 On 10/24/2012, transferred out $1,094.78 to active open: Account [redacted] Start Date 09/15/2012 End Date 01/22/2013 Final Bill $1,183.36 On 02/20/2013, transferred out $1,183.36 to active open: Account [redacted] Start Date 01/22/2013 End Date 11/09/2013 Final Bill $1,198.49 On 01/28/2014, transferred out $1,198.49 to active open: Account [redacted] Start Date 11/04/2013 [redacted] contacted Consumers Energy to request we close energy account billed to her and place in her roommate [redacted] name. Name switching, [redacted] cannot switch name on account to avoid payment. On 08/04/2014, our Fraud Investigation Department received copy of lease. Rental agreement lists [redacted] and [redacted] as tenants at [redacted] *** [redacted] November 1, 2013. [redacted] was billed a $50 investigation fee which is allowed by Michigan Public Service Commission. I attempted to contact customer this afternoon 01/26/2015 (3:17PM). There was no answer. I left a voicemail message. 01/27/2015 10:39:42 [redacted] (CMHERNAN) I called customer this morning 01/27/2015 (10:30AM) and spoke to Tina Pritchard. CREDIT HISTORY: 01/03/2015 Turn-Off Notice $1,345.12 01/07/2015 Mid-Cycle Call Result - Call Completed 01/10/2015 Intent to Disconnect Notice 01/13/2015 Turn-Off Notice Expires 01/13/2015 Received customer payment $350- 01/16/2015 Received customer payment $250- OTHER CREDIT INFORMATION: Shut-Off Protection Payment Plan Default 08/18/2014 Shut-off Protection Payment Plan Default 12/29/2014 Six-Month Payment History: August 2014 zero September 2014 $540 October 2014 $401 November 2014 $401 December 2014 $250 January 2015 $600 [redacted] entered into a payment arrangement on 01/19/2015 in the amount of $1,146.12 ( [redacted] : 01/30/2015 $573.00 02/13/2015 $191.00 02/27/2015 $191.00 03/13/2015 $191.12 Customer said she cannot afford above installment plan. [redacted] said she has been struggling financially for a couple of years now because of a divorce. Customer said she is doing the best she can. TODAY'S ACCOUNT BALANCE $1,626.42 (includes current charges $480.30 spanning 12/13/2014 to 01/16/2015 for electric heat home). [redacted] pleaded for one last opportunity to enroll on the Shut-Off Protection Plan. Because customer is making good faith payments, I agreed to re-enroll her account on payment plan. I re-enrolled her account on the Shut-Off Protection Payment Plan. Her monthly plan amount will be $338 and her first payment will be due on 02/10/2015. [redacted] understands how important it is to pay monthly plan amount $338 by due date every month. If she is late or misses due date she will risk being removed from payment plan....and there will be no further payment arrangements. CLOSING INQUIRY DAY OF CONTACT 01/27/2015.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, so far. The meter has been changed a week ago and I am monitoring the situation on a daily basis, if there are no further problems I will consider this complaint resolved.However, I do want to add regarding the said companies comments regarding to gas consumption, reviewing my old Consumers Power statements over the past months, the gas usage has not dramatically increased, the generator installed July of is only an 8K generator designed only to cover essentials such as sump pump, water pump, furnace and refrigerator during a power outage, the generator is one of the smallest for the purpose, which I stated is only an 8K, and I discussed this with a Consumers Energy engineer over the phone when this all began, I do not remember his name however he stated to me that one that small should not be a problem as opposed to a or 25K generator. The generator installed went through the winter of 2013, which was one of the most brutal winter's we have had in some years, with record cold temperatures from the polar vortex, and large amounts of snow, and the furnace and generator performed flawlessly during the winter of 2013. I can report that since the meter was changed the furnace runs throughout the night, unlike before it was changed, where it would not run over night for periods of up to hours, and the weekly generator self test has functioned normally, unlike it had with the old year old meter, which three weeks ago started up and immediately shut down with an error code showing little or no gas flow, It also has been drawn to my attention, from local news reports that Consumers Energy is having problems with gas lines in and around my area with water in the lines that are freezing, it has been reported on Channel 5, 12, and 25. But the audacity of the company presenting an attitude that a year old gas meter with a pressure regulator that has springs and O rings in them do not wear out over years is preposterous! I am not a mechanical engineer, but common sense tells me these wear out, as with any man made deviceSo far every thing is working as they should with the new meter. I am satisfied, and want to thank every one for help in resolving this situation, being without heat during the coldest part of the winter to say the least is aggravating. Regards,
*** ***
06/03/15:43:*** s *** (ASBERTRA)
*** *** *** *** *** ***, account number 1*** *** ***
*** *** has had service here 12/25/- current
Account was de-enrolled from CARE 4/1/
Dunning history
4/6/Turn off notice $
4/7/turn off call
completed
4/13/mid cycle call completed
4/20/intent notice call completed
4/21/intent notice mailed
4/27/sent to the field for disconnection
5/5/turned off for non-payment
Payment history
2/14/$
4/28/$
7/24/$
3/27/$
Shut off protection plan default 7/
Customer is not eligible for another enrollment for months after
defaulting off the CARE program
6/3/@ 2:35pm I called and left a message for Ms*** letting her
know both inquiries from Revdex.com and MPSC have been received and I provided
her with my contact number for follow up
*** *** called me back, she said she has gone everywhere trying to
get help getting this back onI apologized to her and explained because
she was on the CARE program she is not eligible for the shut off
protection plan for monthsShe said I never received a shut off
noticeI explained that she was removed from CARE 4/and the notice was
mailed 4/6, I gave her the dates that we called and made contact with
someone regarding the turn off
Ms*** said I have kids you have to restore my serviceI told her we
would as soon as the full payment was made on the turn off noticeMs
*** said she cannot pay that, she was already struggling and now we
are making it harder for herShe said it is not fair that we made her
balance due all at one time after we removed her from CAREI explained
that the frozen balance on CARE was her past due balance and it was past
due therefore when she did not keep her arrangement the past due balance
became due as it was already past dueMs*** said this is not right
I told her we have followed all billing rules, I apologized to her and
told her that at this point we have over extended service to her and she
has had service with us for since 12/and we have received payments
on the account and prior to the payment on 3/it was 7/since the
last one
Ms*** became upset and yelled at me and said you will never get this
money!
I told Ms*** that I would be reporting this back the MPSC and the
Revdex.com and again we cannot turn on without payment at this time
Ms*** ended the call
Closed inquiry
[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
[I have reviewed this the response by by Consmuer energy I am rejscting this response because they still did correct thier mistake and still trying to put the mistkae on myself or my wifeWe believe their system messed up the accounts numbers, as customers we follow the same steps evertime we make a payment, In may we followed the step like every month and an payment was never taken outWe called consumer envergy to find out what happend and were told it was posted and we were fineLetter we get a letter saying we defualted and there is a returned check fee on our account as wellWe disputed this told them we made the paymement on time and even called to double check sense it was taking so long to come outThey asked for proof from our bank that the payment never came though to my accountConsumer had to remove the check return fee and place us back on the plan since their system messed up the paymentWe did not defulat on our payment and it would have been on time and correct if Consumer energy system did not mess upThere are multiple complanints online with this being a regular problem of consumers energy, bill pay system, then consumers energy will try to blame the customer When we spoke to Mrs*** she lied and said that she would place an exstension on my account until the 19th to pay the past due amount of $380. Mrs*** continued to threaten me with turning off my services and contiued to lie and say there were no other options for me. Mrs *** demanded that I send Consumers energy my tax information and paychecks along with my wifes, and suggested I did not know how to manage my life and timeMrs*** futher went on to compare her self to My self and wife and I and stated she is a single mother, and her daughter had just had her spleen removed and she is able to figure it out, so we should be able to. When I talked to *** in Consumers energy complaint department after playing phone tag for a couple of days she was very short with me time wise and we had about a five minute conversation that lead me to believe and left me believeing that I was going to be placed back on my monthly payment planFurther more after looking at consumer website I believe consumers and been decievning their customersI do not beleive I was ever on the shut off protection plan or the winter planMy payments were way higher then what they should have been and if they were about $like their webstie states, then I would not have defualtedI am low income and make about 24,a year, I was put on a plan were I had to pay over $a monthComsumers is being very decetful, after I pay the it leave about left and then the next bill coming out on the 15thBased on this Consumers energy bi weekly plan does not make any sense, nor does it help us or fix the problem or correct thier mistakeI never agreed to bi weekly plan I agreed to pay the since that is the only way to stop my light and heat from being turned off, when it is about -outsideonce again consumers is trying to place the blame for this situration on me and my wifewhen there system screwed up, then their employees scrwed up when we could have had this solvedFurther more Consumers enegy said when I first set my plan up you have two times a year to defualt, and Novemeber starts the year now today it is two times in a rolling claendar yearand if consumer energy makes a mistake it will count as you defualted. Consumer makes up rules as they go, and never admitts to their wrong doing or lack of custmers serviceThe fact of matter is I am low income live in michigan and I am trying to pay consumer energy bill, but Consumers energy is more concerned about turning of my heat and lights than being helpfuland fixing the problem The even more sad thing is MRs*** admitted if that mistake in May did not happen we would not be going through this ]
Regards,
*** ***
01/05/10:56:*** C*** (DC***)
Remarked account
Account was stopped on 08/11/but billings show they were actually
billed through 10/08/The customer was billed for electric only on
these billsI sent it over to billing to correct and marked it urgent
I called ***
*** Bureau at ###-###-#### and advised that we
are not pursuing this as it is an error on the part of CE and customer
does not owe this billThey are remarking the account to stop any
further calls or collections
11:23am called ###-###-####, spoke to *** ***He said that ***
wasn't there right now but would be back in an hour or soI advised that
if he wanted me to work with her I would call her back in the early
afternoonHe said that would be good
01/06/09:40:*** C*** (DC***)
I was not able to get through to *** on Monday afternoon
9:40am 01/06/Called *** *** at ###-###-####I went over the
account with her and apologized for the billing errorI advised that the
bill will be removed and there is nothing further owing on this account
I also explained to her that I had contacted *** and advised them
that this was a disputed amount and CE was taking care of the billThe
customer is not responsibleThey should cease all collection attempts on
the account
Ms*** asked if she would get any more bills in the mailI advised
if she does, it should show a zero balance owingI advised also that I
will send her a letter advising that there is nothing owing on this
accountThe balance is to be removed by CEShe will call me direct if
she gets any calls or correspondence from anyone other than myself in
regards to this account
Information sent to billing to remove all charges on accountA cease
collections block was also placed on the account
Sent the following letter:
January 6,
Ms*** ***
*** *** ***
*** ** ***
RE: *** *** Account
Dear Ms***,
This letter is a follow up to our phone conversation today, January
Again please accept my apologies for the billing error on your father's
account
As I explained on the phone, your father is not responsible for the $
balance showing on the accountThis was a billing error on the part of
Consumers Energy and I am having it correctedPer this letter you may
consider this account closed and paid in full
*** *** Bureau has been contacted and instructed to stop all
collection activities on this account
If you have additional questions or concerns please contact me at ***
*** or you may email me at the address below
Sincerely,
*** ***
Customer Care Representative
***.***@cmsenergy.com
01/06/
[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] I closed the old account in August of If they kept it open until September of in order for a final bill to be paid there then that is fine, however after September that account should have been closed completely and no further payments should have been allowed to go to it (unless there was a balance and then only the amount of the balance should have been allowed to be placed on that closed account)I do not think a company should be allowed to take more money than what is on the account showing as owedEither reject all the money and return it or return the portion of the overpay They should not allow money to be just sitting in this closed account My credit got hit now and I had a creditor calling me I had paid it in full Even if the account number was incorrect they should have sent that money back and said no balance is on this account I thought I was paying my bill and never heard otherwise that I wasn'tThat is not fair to a customer that thinks they are paying and they just keep that money in a closed account with at $balance So now I have a hit on my credit score because they keep closed accounts with $balances open and allow money to be kept on that closed accountThey only offered to refund the money that they kept allowing to go into that closed account after I questioned where that money was at if I had been paying and could show they cashed my checksThe fact that they kept that money and then had the audacity to send me to collections for nonpayment is unacceptable in any way! I was paying my bills - they should have sent the money back if the checks were going to a closed account and said there is no balance on this account No company should ever keep anyone's money - ever And why did it take this long for them to return it? Only because I said something? I would like to know how long they planned on keeping it? Why did it take for me to say something before they refunded it? Would it still be in there? I want them to be required to audit all closed accounts and make sure this isn't happening to other customers They shouldn't be keeping money in a closed account Regards, [redacted]
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: As of Friday, December 23, at 4:00pm ; my caseworker still had not gotten a clear response from the companyThey had given her different amounts as to what the amount needed for restorationWithout an exact amount that would for sure restore services, she was unable to complete the processBeing a Friday, she would be unable to do anything to help me until at least Monday due to not hearing back from the company yet I have still been given conflicting information from the woman I spoke with from Consumers Energy and the representatives on the phone Before the call placed by me when I noticed my electric was disconnected, I was never informed that I had not paid the full amount of the December 9th disconnectionI called the number listed on my door after the services were disconnectedThe automated system stated " to restore services, you must pay the minimum amount due of $XXX, would you like to pay that amount nowI was given a confirmation number and called to have the services reconnectedI provided the confirmation number to the woman on the phone I was also told on the phone that Consumers did not have to provide me with a shut off notice due to me not "paying enough" when it was shut off in December and that I was never out of shut off state because of thatIt has been a horrible experience with this company and as I am writing this, I am still out of power due to the lack of communication the company has with its "customers" and the agencies trying to help the customers I feel this company ne [redacted] to be held accountable for the treatment of its customersThe last payment made, as they show was December 9th Nine days later it shows that they were already trying to disconnect me againIt is not as though I was not making a good faith effort, aside for not even being aware of the situation Regards, [redacted]
[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear belowI did not state "you'll never get this money"I stated "you'll never get it" referring to the financial hardship and inconsistency with staffing responses to prior inquiries.I was not irate I had a elevated tone when noting the frustration when receiving incorrect information, and irate called would be screaming and swearing, I simply returned the tone that was expressed to me.Again, another example of mis documented calls.Regards, [redacted]
01/08/13:13: [redacted] Account [redacted] ** Westland GAS METER [redacted] : 09/30/actual 10/29/estimate (no attempt) 11/29/estimate (no attempt) 01/02/actual (catch up bill) and BILLING COMPARISONS: 10/03/to 10/30/MCF $ 10/31/to 12/03/MCF $ 12/04/to 01/03/MCF $ ----------------------------------------- TOTAL MCF $ 10/01/to 10/29/MCF $ 10/30/to 11/29/MCF $ 11/30/to 01/02/MCF $ ------------------------------------------ TOTAL MCF $ I attempted to contact [redacted] this afternoon 01/08/(1:30PM) by calling [redacted] There was no answerI left a voicemail message 01/09/13:38: [redacted] I made a second phone attempt to reach [redacted] this afternoon 01/09/(1:39PM)There was no answerI left another voicemail message 01/12/11:55: [redacted] returned my phone call today 01/12/(1:44PM)He apologized for not calling back soonerHe works the night shift I reviewed above account and meter reading informationThere were two consecutive estimated meter readings in November and December When we obtained actual meter reading on 01/02/it resulted in catch up billWhen comparing gas usage in 2013-to 2014-2015.....usage is consistent for his home It is unfortunate the end result of the estimated bills was the catch up billI could understand how it caught him by surprise I told customer that I would forward his concern to the meter reading supervisor Even though I believe he used the natural gas.....in the interest of customer relations, my supervisor authorized me to credit his account $ [redacted] was pleased with resolutionHe will call me directly if he has further concerns CLOSING INQUIRY - 1/12/
February 6, [redacted] Account Number: [redacted] Dear Mr***, You#ll be pleased to know that I have received your concerns regarding your account for the address of [redacted] MI from the Better Business BureauBecause you#re important to us, we#ve taken your concerns seriously and have reviewed your account [redacted] , the representative you spoke to on January 30, 2015, had forwarded your concerns to the correct department for reviewThere was an error found and it was determined to be an error caused by Consumers Energy A request was immediately submitted to have this removed from your credit reportOn February 2, we were notified that the correction was submitted, and we were told that it can take the credit bureaus 30-days to update their files [redacted] notified me that he has spoken with you and you have requested a letter from us regarding these detailsIt is my sincere hope that this information has been helpful in resolving your concernsThank you for the opportunity to assist you with your inquiry Sincerely, Julie Gates Customer Care Representative ###-###-#### [redacted] COMPLAINT CLOSED 2/6/
04/10/14:17: [redacted] A [redacted] (JA***) [redacted] A [redacted] CA# [redacted] , MI 48457- I have remarked the account 04/10/14:35: [redacted] A [redacted] (JA***) 2:pm - I called ###-###-#### and got voicemail for "***"I left a message indicating that I've received the concerns of Ms [redacted] and will investigate and call back by April I also provided my contact information I've also sent the following email to the email address provided to the Revdex.com: Dear Ms [redacted] , You#ll be pleased to know that I have received your concerns regarding your account from the Eastern Revdex.com I have been assigned to investigate your concerns and hope to provide you with a detailed report of my findings by Tuesday, April If there is anything you wish me to know during my investigation, besides what you#ve already provided to the Revdex.com, you can reply to this email Respectfully, [redacted] A [redacted] Customer Care Representative Office: ###-###-#### Fax: ###-###-#### 04/13/09:48: [redacted] A [redacted] (JA***) I have placed a dunning lock on the account I have reviewed the fraud notes on the accountFraud initially denied service to [redacted] because she did not provide valid proof that she had purchased the home (title or deed) and had only provided a typed letter stating that the previous owner had sold her the home Fraud then reversed the move in for [redacted] and placed the service back into the previous home owner's nameFraud at this time did not call the mobile home park to try to verify the home sale 3/20/14, they were able to verify that the previous home owner had moved out of the property Then in December 2014, Fraud did call the mobile home park and at that time verified that [redacted] was the home owner 04/13/12:24: [redacted] A [redacted] (JA***) 12:pm - I called ###-###-#### and got voicemailI left a message with my contact information, requesting a call back I called the Leasing/rental office of Riverside Mobile Home Park (###-###-####) and spoke with [redacted] She confirmed that Ms [redacted] is the home owner, and has been residing there on the weekends only 04/14/10:09: [redacted] A [redacted] (JA***) 10:am - I called and spoke to [redacted] about her concerns She was told in our Flint office when she came in to request service and provided her documents including a "bill of sale", that service could not be placed into her name due to Fraud committed by the previous account holder/home owner She called several times over the past year, enquiring about this, indicating that she would not be able to pay a large outstanding bill, which is why she was not living in the home, afraid of racking up a large bill she couldn't pay off [redacted] in Fraud would not give her any details regarding the fraud charges or what she could do to get the service placed into her name She only goes to the home on the weekend, just for a short time to check the home to make sure everything is okayShe's been paying lot rent on a home that she's not able to live in She believes she was billed for usage in December of 2013, prior to her purchasing the home I told her that I would look into these things and get back to her no later than tomorrow 04/15/07:51: [redacted] A [redacted] (JA***) After further review regarding the customer's concerns listed above: "Bill of sale" was not provided, only a typed letter indicating that she had purchased the homeThe representatives in the Flint bill payment office would have made copies of her documents, instructed her to contact Customer ServiceThey would not have advised her regarding anything about "Fraud" I can see where ***'s account was accessed in (2014: April, May, November, December2015: March, April) Based on the Fraud department's notes, they did not make contact with [redacted] to let her know that additional information was needed to place service into her name(A valid bill of sale, title or deed for the home, lot rental agreement from the mobile home park) Usage recorded by actual meter reads does indicate very little usage Possibly only the furnace was running here At this time, she's only been billed for service beginning on 3/18/ Anything prior to this date was billed to the previous customer 04/15/12:47: [redacted] A [redacted] (JA***) 12:pm - I called and spoke with [redacted] about my findings, and asked a few additional questionsBased on the notes from the Fraud department, it appeared that they did not call her or send her anything by mail indicating that they could not place service into her name and why, nor did they request additional documents from herSince last spring, she believed what the Flint Payment office had told her, namely that we wouldn't put service into her name because of fraud the previous owner had committed I told [redacted] that based on this and the evidence of the usage here, that she was not living in the home, I am going to ask that her move in date be changed to April 10, and she will not be responsible for the charges she was billed ($1252.22) prior to that date(An email has been sent to fraud to have this completed) I asked [redacted] if she had any further questions or concerns, and she did notShe has my phone number if she needs to contact me in the future COMPLAINT CLOSED 04/15/
Our position has not changed Closed complaint
01/28/10:54: [redacted] (BWMORGAN) Remarked account Notes from Social Media Complaint filed by Ms [redacted] on with the same concerns: I spoke with Ms [redacted] on 01/28/at 8:AMI apologized for the frustration she has encountered and let her know that I would be looking into her complaint furtherI also let her know that I will try to expedite her service reconnection I spoke with dispatch at 9:AM and she let me know that the tech with the reconnection order is on a gas leak, but she will ask him to head that way after his current order 01/29/12:10: [redacted] (BWMORGAN) I spoke with [redacted] at Clinton Manor Apartments on 01/29/at 12:PM She informed me that Ms [redacted] moved out of the [redacted] address (acct [redacted] ) on 10/28/She also accepted responsibility, on the apartment complex's behalf, to place service in the Apartment's name from 10/29/- 01/02/ I have sent the following email to the Customer Bill [redacted] on 01/29/2015: I verified with [redacted] at Clint Manor Aptsthat Ms [redacted] (acct [redacted] ) moved out on 10/28/ [redacted] also agreed to have the apt complex take responsibility for the service at the address shown below from 10/29/# 01/02/2015, when the new tenant moved inCould you please adjust the move out date for Ms [redacted] to 10/28/2014, move in Clinton Manor Apts on 10/29/2014; then move Mr [redacted] in on 01/03/2015? 02/02/09:02: [redacted] (BWMORGAN) Customer Billing completed the move-out date changes for Ms*** 02/02/11:56: [redacted] (BWMORGAN) Account # [redacted] at the [redacted] address now has a move-out date of 10/28/The previous final bill for this account was $ After the move-out date was adjusted, the new final bill is $ I left a message for Ms [redacted] on 02/02/at 12:PM, at phone number [redacted] 02/03/16:23: [redacted] (BWMORGAN) I have sent the following email to Ms [redacted] at email address [redacted] Dear Ms***, You#ll be pleased to know that we#ve had a chance to look into the inquiry you raised with the Revdex.com I understand that your current service was unexpectedly turned offI#m truly sorry for the hardship you faced while the service was off and the rude representative you spoke with We have back-dated your move-out date at your prior address of [redacted] *** in Harrison Township to the date of 10/28/I spoke with [redacted] in the office of the apartment complex who verified the date you moved out as of this dateThe apartment complex accepted responsibility for the usage as of 10/29/The new and lower final bill amount for this account is $ After looking into the contact records on the account, I don#t see that we were contacted to have service taken out of your name at your previous address or placed into your name at your new addressThis step can easily be overlooked with everything that someone has to worry about while moving in or out of a new addressWe did not intend to cause your family distress because we weren#t aware that you were living in the home The order for your gas restoration was placed at 2:PM on 01/27/ We could not guarantee that we could be out the same day because of the time the order was placedI show that your gas service was reconnected on 01/28/by 11:AMThe service at your current address was placed into your name on 01/27/ Consumers Energy is regulated by the Michigan Public Service Commission (MPSC), who oversees all of the public utilities in MichiganWe have worked with the MPSC to enact rules that work out for both customers and our company If you have any questions, please give me a call, here#s my direct line, [redacted] Our best wishes to youHave a great day Thank you, Corporate complaint closed 2-3-
01/15/15:26: [redacted] (RGESCUTI) On January 15, at 3:PM I called phone number [redacted] and left a message for [redacted] to contact me backI left my direct phone number and toll free number with my extension 01/20/15:50: [redacted] (RGESCUTI) Account number: [redacted] Dates of Service: 05/14/to current Total Amount Due: $ Shut off notice History: 11/01/Shut off notice mailed for $ 11/07/attempt to enroll on spp 11/13/phone call completed 11/22/attempt to enroll on spp 12/31/intent to disconnect mailed 12/31/payment plan set up on automated system(IVR) On December 8, customer service placed a manual hold for [redacted] to pay the full balance of $by December 27, On December 20, [redacted] called Consumers Energy asking for four additional daysThe additional time was deniedCustomer Service Supervisor left a message for [redacted] denying the additional holds due to the out of box approval give for the manual hold SPP: History: 04/14/default $ On December 31, [redacted] went through the automated phone system and set up a payment arrangement of the following: 01/05/$ 01/19/$ 02/02/$ 02/16/$ Payment History: 01/06/$ 02/10/$ 05/05/$ 01/09/$ On January 20, at 3:PM I spoke to [redacted] She said customer service was not helpful at allShe said she was asking for four additional days and they refused the additional time [redacted] said she is not disputing the balance just that she needed the extra timeShe said when she spoke to customer service they refused to help her but when she went through the automated phone system, the system would let her set up the arrangement she needed at the time I apologized to [redacted] on behalf of customer serviceI told [redacted] I understand she had made a payment since this incident occurred Currently she does not have a shut off notice however if she would like enroll on the payment plan I can enroll her [redacted] said that she is fine will her bill right nowShe said she doesn't need the Shut Off Protection Plan at this timeI gave [redacted] my direct phone number in case she has any further concerns Additional Notes: SAP shows [redacted] attempted to enroll on SPP times with default The SPP amount would be $if enrolled today [redacted] said she does not want to enroll on the program at this time
05/11/13:01: [redacted] N [redacted] (EN [redacted] ) ---------------------------------------------------------------- [redacted] -[redacted] ***-CA# [redacted] ---------------------------------------------------------------- -Old account in question is [redacted] *** [redacted] ***, CA# [redacted] -The account closed on 9/1/with a final bill of $due on 9/24/ -The following were the final payments that came in on this account: 9/3/$ 9/5/$ 1/28/$ 3/24/$ -On 10/19/the amount of $which was a credit on the old account was transferred to the new account and this was an automatic system transfer -The $paid on 1/28/was the balance due 2/10/on the new account and the $was the final bill on the new account due on 2/17/which included the $ -The newest account was closed on 1/23/and customer has a credit of $and a refund was approved on 5/9/for the amount 05/14/15:28: [redacted] N [redacted] (EN [redacted] ) -Since there was no phone number on the complaint or account I am sending the following by email and a hard copy letter apologizing for the frustration that was caused and advising if he has further questions to please let me know: May 14, [redacted] Account Number: [redacted] Dear [redacted] , I recently received an inquiry you placed with Eastern RevDex.com regarding your Consumers Energy account at [redacted] in Grand Rapids On behalf of Consumers Energy I'd like to apologize for any confusion or frustration that may have been caused while making payments to your account with us Each time a customer starts a new account with us a new account number is assignedThe old accounts while closed and no longer being billed are still available to accept payments in the event the customer has an overdue balance that still needs to be paid In this case while you did not have an overdue balance on your old account because the payments were made to a closed account it resulted in a credit balance and because this account is no longer active it did not automatically prompt a refund for youOur records show this matter has been corrected and a refund of $was approved on May 9th and a check mailed on May 11th Again, I sincerely apologize for the frustration and inconvenience that was causedIf you have any additional questions regarding this matter or do not receive your check with 7-days please feel free to contact me directly at ###-###-#### and at this time I have closed your inquiry Sincerely, [redacted] Customer Care Representative [redacted] [redacted] @cmsenergy.com COMPLAINT CLOSED 5/14/
04/24/11:24: [redacted] M [redacted] (CMHERNAN) Account [redacted] [redacted] I made courtesy call this morning 04/24/(11:25AM) and spoke to [redacted] He will tell his father [redacted] that we calledASP program manager will contact him after she investigates Assigned ASP concern to [redacted] cc: [redacted] , [redacted] , [redacted] and [redacted] 05/01/15:54: [redacted] M [redacted] (CMHERNAN) I received email from [redacted] 04/29/(9:47AM) that said: Approval Request came into the PO Box and it was denied based on cost exceeds value; the maximum repair amount allowed was: $and this repair amount was: $558.50, a difference of $ [redacted] spoke with [redacted] about this and told her that work should have been approved The customer has been contacted and he wants his washer repaired and not have the previous company out there, which was [redacted] [redacted] will be going out along with a tech to confirm washer needs all of the items listed below and will proceed with making the necessary repairs New WO# [redacted] was created and been assign to one of ***#s people Customer has been advised and will be contacted with additional information on who will be coming out and when Thanks, [redacted] Customer Field Solutions Operational Analyst Phone: ###-###-#### 05/01/16:17: [redacted] M [redacted] (CMHERNAN) I received email from [redacted] 05/01/(10:02AM) that said: CE Field Leads along with a Service Tech went out on 4/to diagnose the washerCE Field Lead and Service Tech are scheduled to return on 5/ CE Field Lead advised customer was satisfied with diagnosis; Bad Mode Shifter Thanks, [redacted] Customer Field Solutions Operational Analyst Phone: ###-###-#### 05/05/13:28: [redacted] M [redacted] (CMHERNAN) REPAIR WASHER WITH COMPANY ASP work order [redacted] (Notification [redacted] 7): Field comments 04/30/- ordered spanner nut belt, lid switch and mode shifter c.a.s05/05/- spanner nut seized to mode shifter, let sit with penetrating oil for days, will not break loose, needs new unit
Account [redacted] [redacted] Start Date 08/14/ Electric service was turned off for nonpayment today 04/24/at 2:04PM I called customer this evening 04/24/(5PM) and spoke to [redacted] I reviewed previous arrangement she made with ***, customer care representative in March Representative agreed to enroll on shutoff protection plan if her $payment posts to account on 03/27/This did not happen and collection resumed Mrs [redacted] said she did not have the money to payMrs [redacted] said she applied for assistance with energy bill at Department of Human Services but was unable to reach her caseworker today Mrs [redacted] said she has $that she can pay on accountI explained that I could not create reconnect for that amountHer total balance (which is now all past due) is $3,I suggested she stay with friends or family until this matter is resolved I told customer that I would ask [redacted] to review her account and call her on Monday 04/27/Mrs [redacted] will be at work but [redacted] can call her husband [redacted] at same number ###-###-#### 04/27/08:38: [redacted] N [redacted] (RNRICHAR) DUNNING HISTORY: Date: Action: 04/01/ Turn off notice 04/09/ Mid-cycle call - call not completed 04/10/ Turn off call - call not completed 04/10/ Intent to disconnect notice 04/24/ Disconnected for non-payment 12-MONTH PAYMENT HISTORY Date: Amount: 08/22/ $ 10/20/ $ 01/12/ $ 02/05/ $ 04/27/09:49: [redacted] N [redacted] (RNRICHAR) 04/27/- Monday at 9:am - Spoke with Mrs [redacted] about her bill She said she is working with the Department of Human Services to try to get some assistance with her balance, but has not heard back from them I confirmed that they have not contacted us yet to request any information about their account or to authorize a payment She said she has already contacted 2-1-and the only agencies that are able to help right now are the Department of Human Services, Salvation Army, and the Community Action Agency She is on a wait list with Community Action agency and the Salvation Army doesn't have room for any appointments at this time I encouraged her to continue to seek assistance, and to contact the Department of Human Services to check on her application for help I also informed her about filing for the Home Heating Credit as well to help with the bill She has applied for the Shutoff Protection plan times since last October (10/31/14, 11/21/14, 12/08/and 03/13/15) but has not completed an enrollment successfully I did agree to make an exception and allow another enrollment if they are not able to get assistance To enroll on the program and turn services on, she would need to make a payment of $to the account, and the monthly amount of the plan would be $ She said she might be able to make those payments, but would continue to try to seek assistance first She was happy to have another payment arrangement as a back-up, just in case the agencies wouldn't be able to help She thanked me for taking the time to help her out with the option of the Shutoff Protection plan, and had no further questions at this time
02/04/08:45: [redacted] W [redacted] (BW [redacted] ) Remarked account and assigned to [redacted] + cc: [redacted] , [redacted] , [redacted] , [redacted] I received the following information from [redacted] ***: I see this customer filed a corporate complaintI am just following up with youHere is the information below of how the customer was enrolled We use to use telemarketers to contact the customerSince it has been years and we don#t use that firm any more it would be impossible to get a recording The customer was enrolled on ASP on 04/25/by a telemarkerter 02/04/10:15: [redacted] W [redacted] (BW [redacted] ) I spoke with Mrs [redacted] on 02/04/at 10:AMI explained that we've received her complaint and I have forwarded it onto the Appliance Service Plan (ASP) Management for a resolutionShe is aware that someone from the ASP group will be contacting her to resolve her concerns 02/05/16:10: [redacted] W [redacted] (BW [redacted] ) I received the following information from [redacted] : I spoke to Ms [redacted] today (02/05/2015) and offered to reimburse 2013, and January of this yearThe total reimbursement will be $A check will be sent and she is aware it will take 7-business daysShe was originally enrolled in by an outbound call campaignShe accepted this and said thanks Corporate Complaint closed 02/05/
01/07/16:41: [redacted] G [redacted] (RGESCUTI) On January 7, at 3:PM I spoke to Mr***I explained to him we have received his concern and I am forwarding this on to the supervisor I emailed and assigned the complaint to [redacted] and cc [redacted] 01/15/12:35: [redacted] G [redacted] (RGESCUTI) **MPSC Complaint# [redacted] filed 01/08/[redacted] On January 8, at 3:PM I spoke to Mr***He said he filed the Revdex.com Complaint the same time as he filed the MPSC complaintHe said the supervisor called him about an hour ago and they did schedule an appointment I emailed [redacted] ***, [redacted] and [redacted] *** 01/15/10:22: [redacted] G [redacted] (RGESCUTI) Account number [redacted] Dates of Service: 06/03/to current 01/06/15- Customer states he has low gas pressure going into home, Order # [redacted] placed Consumers Energy found the customer has gas but might need a bigger meter for all btu 01/07/Consumers Energy Specialist spoke to Mr***Mr [redacted] stats he is having issued with the furnace staying runningEnergy Specialist placed order to investigateCustomer does have generator but is having problem even when generator is operating Consumers Energy checked pressure and gas pressure fine 01/15/12:03: [redacted] G [redacted] (RGESCUTI) On January 8, [redacted] Consumers Energy Gas Field Leader spoke to Mr***Per Mr***'s request he agreed to exchange the meter for customer satisfaction On January 9, at 10:AM gas meter number [redacted] was exchanged with gas meter number [redacted] *** At 3:PM [redacted] contacted Mr***The service worker found nothing wrong with the meter but exchanged it for customer satisfaction [redacted] confirmed with Mr [redacted] when the service worker went out everything was working properly and we had proper pressureAll the appliances were runningAs far as the upgrade is concerned if Mr [redacted] has another issue with gas volume he will need to request for a larger meterThe service worker indicated that the customer had installed a generator which usually requires a larger meter to handle the loadHe will have to pay for that if that is the case because he has altered the load on his service Mr [redacted] was satisfied with the work performed and thanked [redacted] for addressing his concerns
[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10569536, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: I can appreciate that [redacted] took time to respond, but it is not acceptable What was offered was to increase my payment so that I can make up for them not reading my meter I should not have to be put on another payment plan with increased monthly payment because Estimates are acceptable Our gas meter is steps from our electrical meter and they were able to provide an actual on this The reasoning per [redacted] stated was due to inaccessibility and also the weather This has been estimated back til October and there was not bad weather at that time I also did not default in my payments on my other plan, consumers put me in a financial situation where my only option was to see help with [redacted] *** When I worked with [redacted] they requested my balance to help me and at no time did Consumers tell them these where estimated numbers, so the amount would be different This would all have been taken care of, if consumers was doing actual meter reads or even providing actual /correct numbers when I was able to receive help I realize nothing will be done to correct this, as I do not have an option for another company I am stuck I feel people should see that these things are happening to a lot of customers, and that maybe there regulations and what is expected of them should change Regards, [redacted] ***
01/26/2015 14:43:24 [redacted] (CMHERNAN) Account [redacted] Start Date 06/13/2008 End Date 01/04/2012 Final Bill $386.65 On 02/07/2012, transferred out $386.65 to open active: Account [redacted] ***... [redacted] Start Date Start Date 09/15/2011 End Date 09/24/2012 Final Bill $1,094.78 On 10/24/2012, transferred out $1,094.78 to active open: Account [redacted] Start Date 09/15/2012 End Date 01/22/2013 Final Bill $1,183.36 On 02/20/2013, transferred out $1,183.36 to active open: Account [redacted] Start Date 01/22/2013 End Date 11/09/2013 Final Bill $1,198.49 On 01/28/2014, transferred out $1,198.49 to active open: Account [redacted] Start Date 11/04/2013 [redacted] contacted Consumers Energy to request we close energy account billed to her and place in her roommate [redacted] name. Name switching, [redacted] cannot switch name on account to avoid payment. On 08/04/2014, our Fraud Investigation Department received copy of lease. Rental agreement lists [redacted] and [redacted] as tenants at [redacted] *** [redacted] November 1, 2013. [redacted] was billed a $50 investigation fee which is allowed by Michigan Public Service Commission. I attempted to contact customer this afternoon 01/26/2015 (3:17PM). There was no answer. I left a voicemail message. 01/27/2015 10:39:42 [redacted] (CMHERNAN) I called customer this morning 01/27/2015 (10:30AM) and spoke to Tina Pritchard. CREDIT HISTORY: 01/03/2015 Turn-Off Notice $1,345.12 01/07/2015 Mid-Cycle Call Result - Call Completed 01/10/2015 Intent to Disconnect Notice 01/13/2015 Turn-Off Notice Expires 01/13/2015 Received customer payment $350- 01/16/2015 Received customer payment $250- OTHER CREDIT INFORMATION: Shut-Off Protection Payment Plan Default 08/18/2014 Shut-off Protection Payment Plan Default 12/29/2014 Six-Month Payment History: August 2014 zero September 2014 $540 October 2014 $401 November 2014 $401 December 2014 $250 January 2015 $600 [redacted] entered into a payment arrangement on 01/19/2015 in the amount of $1,146.12 ( [redacted] : 01/30/2015 $573.00 02/13/2015 $191.00 02/27/2015 $191.00 03/13/2015 $191.12 Customer said she cannot afford above installment plan. [redacted] said she has been struggling financially for a couple of years now because of a divorce. Customer said she is doing the best she can. TODAY'S ACCOUNT BALANCE $1,626.42 (includes current charges $480.30 spanning 12/13/2014 to 01/16/2015 for electric heat home). [redacted] pleaded for one last opportunity to enroll on the Shut-Off Protection Plan. Because customer is making good faith payments, I agreed to re-enroll her account on payment plan. I re-enrolled her account on the Shut-Off Protection Payment Plan. Her monthly plan amount will be $338 and her first payment will be due on 02/10/2015. [redacted] understands how important it is to pay monthly plan amount $338 by due date every month. If she is late or misses due date she will risk being removed from payment plan....and there will be no further payment arrangements. CLOSING INQUIRY DAY OF CONTACT 01/27/2015.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, so far. The meter has been changed a week ago and I am monitoring the situation on a daily basis, if there are no further problems I will consider this complaint resolved.However, I do want to add regarding the said companies comments regarding to gas consumption, reviewing my old Consumers Power statements over the past months, the gas usage has not dramatically increased, the generator installed July of is only an 8K generator designed only to cover essentials such as sump pump, water pump, furnace and refrigerator during a power outage, the generator is one of the smallest for the purpose, which I stated is only an 8K, and I discussed this with a Consumers Energy engineer over the phone when this all began, I do not remember his name however he stated to me that one that small should not be a problem as opposed to a or 25K generator. The generator installed went through the winter of 2013, which was one of the most brutal winter's we have had in some years, with record cold temperatures from the polar vortex, and large amounts of snow, and the furnace and generator performed flawlessly during the winter of 2013. I can report that since the meter was changed the furnace runs throughout the night, unlike before it was changed, where it would not run over night for periods of up to hours, and the weekly generator self test has functioned normally, unlike it had with the old year old meter, which three weeks ago started up and immediately shut down with an error code showing little or no gas flow, It also has been drawn to my attention, from local news reports that Consumers Energy is having problems with gas lines in and around my area with water in the lines that are freezing, it has been reported on Channel 5, 12, and 25. But the audacity of the company presenting an attitude that a year old gas meter with a pressure regulator that has springs and O rings in them do not wear out over years is preposterous! I am not a mechanical engineer, but common sense tells me these wear out, as with any man made deviceSo far every thing is working as they should with the new meter. I am satisfied, and want to thank every one for help in resolving this situation, being without heat during the coldest part of the winter to say the least is aggravating. Regards,
*** ***
06/03/15:43:*** s *** (ASBERTRA)
*** *** *** *** *** ***, account number 1*** *** ***
*** *** has had service here 12/25/- current
Account was de-enrolled from CARE 4/1/
Dunning history
4/6/Turn off notice $
4/7/turn off call
completed
4/13/mid cycle call completed
4/20/intent notice call completed
4/21/intent notice mailed
4/27/sent to the field for disconnection
5/5/turned off for non-payment
Payment history
2/14/$
4/28/$
7/24/$
3/27/$
Shut off protection plan default 7/
Customer is not eligible for another enrollment for months after
defaulting off the CARE program
6/3/@ 2:35pm I called and left a message for Ms*** letting her
know both inquiries from Revdex.com and MPSC have been received and I provided
her with my contact number for follow up
*** *** called me back, she said she has gone everywhere trying to
get help getting this back onI apologized to her and explained because
she was on the CARE program she is not eligible for the shut off
protection plan for monthsShe said I never received a shut off
noticeI explained that she was removed from CARE 4/and the notice was
mailed 4/6, I gave her the dates that we called and made contact with
someone regarding the turn off
Ms*** said I have kids you have to restore my serviceI told her we
would as soon as the full payment was made on the turn off noticeMs
*** said she cannot pay that, she was already struggling and now we
are making it harder for herShe said it is not fair that we made her
balance due all at one time after we removed her from CAREI explained
that the frozen balance on CARE was her past due balance and it was past
due therefore when she did not keep her arrangement the past due balance
became due as it was already past dueMs*** said this is not right
I told her we have followed all billing rules, I apologized to her and
told her that at this point we have over extended service to her and she
has had service with us for since 12/and we have received payments
on the account and prior to the payment on 3/it was 7/since the
last one
Ms*** became upset and yelled at me and said you will never get this
money!
I told Ms*** that I would be reporting this back the MPSC and the
Revdex.com and again we cannot turn on without payment at this time
Ms*** ended the call
Closed inquiry
[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:
[I have reviewed this the response by by Consmuer energy I am rejscting this response because they still did correct thier mistake and still trying to put the mistkae on myself or my wifeWe believe their system messed up the accounts numbers, as customers we follow the same steps evertime we make a payment, In may we followed the step like every month and an payment was never taken outWe called consumer envergy to find out what happend and were told it was posted and we were fineLetter we get a letter saying we defualted and there is a returned check fee on our account as wellWe disputed this told them we made the paymement on time and even called to double check sense it was taking so long to come outThey asked for proof from our bank that the payment never came though to my accountConsumer had to remove the check return fee and place us back on the plan since their system messed up the paymentWe did not defulat on our payment and it would have been on time and correct if Consumer energy system did not mess upThere are multiple complanints online with this being a regular problem of consumers energy, bill pay system, then consumers energy will try to blame the customer When we spoke to Mrs*** she lied and said that she would place an exstension on my account until the 19th to pay the past due amount of $380. Mrs*** continued to threaten me with turning off my services and contiued to lie and say there were no other options for me. Mrs *** demanded that I send Consumers energy my tax information and paychecks along with my wifes, and suggested I did not know how to manage my life and timeMrs*** futher went on to compare her self to My self and wife and I and stated she is a single mother, and her daughter had just had her spleen removed and she is able to figure it out, so we should be able to. When I talked to *** in Consumers energy complaint department after playing phone tag for a couple of days she was very short with me time wise and we had about a five minute conversation that lead me to believe and left me believeing that I was going to be placed back on my monthly payment planFurther more after looking at consumer website I believe consumers and been decievning their customersI do not beleive I was ever on the shut off protection plan or the winter planMy payments were way higher then what they should have been and if they were about $like their webstie states, then I would not have defualtedI am low income and make about 24,a year, I was put on a plan were I had to pay over $a monthComsumers is being very decetful, after I pay the it leave about left and then the next bill coming out on the 15thBased on this Consumers energy bi weekly plan does not make any sense, nor does it help us or fix the problem or correct thier mistakeI never agreed to bi weekly plan I agreed to pay the since that is the only way to stop my light and heat from being turned off, when it is about -outsideonce again consumers is trying to place the blame for this situration on me and my wifewhen there system screwed up, then their employees scrwed up when we could have had this solvedFurther more Consumers enegy said when I first set my plan up you have two times a year to defualt, and Novemeber starts the year now today it is two times in a rolling claendar yearand if consumer energy makes a mistake it will count as you defualted. Consumer makes up rules as they go, and never admitts to their wrong doing or lack of custmers serviceThe fact of matter is I am low income live in michigan and I am trying to pay consumer energy bill, but Consumers energy is more concerned about turning of my heat and lights than being helpfuland fixing the problem The even more sad thing is MRs*** admitted if that mistake in May did not happen we would not be going through this ]
Regards,
*** ***
01/05/10:56:*** C*** (DC***)
Remarked account
Account was stopped on 08/11/but billings show they were actually
billed through 10/08/The customer was billed for electric only on
these billsI sent it over to billing to correct and marked it urgent
I called ***
*** Bureau at ###-###-#### and advised that we
are not pursuing this as it is an error on the part of CE and customer
does not owe this billThey are remarking the account to stop any
further calls or collections
11:23am called ###-###-####, spoke to *** ***He said that ***
wasn't there right now but would be back in an hour or soI advised that
if he wanted me to work with her I would call her back in the early
afternoonHe said that would be good
01/06/09:40:*** C*** (DC***)
I was not able to get through to *** on Monday afternoon
9:40am 01/06/Called *** *** at ###-###-####I went over the
account with her and apologized for the billing errorI advised that the
bill will be removed and there is nothing further owing on this account
I also explained to her that I had contacted *** and advised them
that this was a disputed amount and CE was taking care of the billThe
customer is not responsibleThey should cease all collection attempts on
the account
Ms*** asked if she would get any more bills in the mailI advised
if she does, it should show a zero balance owingI advised also that I
will send her a letter advising that there is nothing owing on this
accountThe balance is to be removed by CEShe will call me direct if
she gets any calls or correspondence from anyone other than myself in
regards to this account
Information sent to billing to remove all charges on accountA cease
collections block was also placed on the account
Sent the following letter:
January 6,
Ms*** ***
*** *** ***
*** ** ***
RE: *** *** Account
Dear Ms***,
This letter is a follow up to our phone conversation today, January
Again please accept my apologies for the billing error on your father's
account
As I explained on the phone, your father is not responsible for the $
balance showing on the accountThis was a billing error on the part of
Consumers Energy and I am having it correctedPer this letter you may
consider this account closed and paid in full
*** *** Bureau has been contacted and instructed to stop all
collection activities on this account
If you have additional questions or concerns please contact me at ***
*** or you may email me at the address below
Sincerely,
*** ***
Customer Care Representative
***.***@cmsenergy.com
01/06/