01/16/16:10:*** G*** (RGESCUTI)
On January 16, at 4:PM I called phone number ###-###-#### and left
a message for *** *** stating we did receive her complaint from the
Revdex.com and our Appliance Service Plan will follow upI left my direct phone
number
I emailed
and assigned the complaint to *** *** and cc ***
***, *** ***
01/21/15:07:*** G*** (RGESCUTI)
On January 19, *** *** Appliance Service Plan contact Ms
***She informed her she will reimburse her for the repair when she
receives the invoiceShe will cancel the plan effective todayShe is
also addressing the customers concerns with the contractor and the call
center
12/18/no heat order placed, 12/19/*** *** cleaned sensors customer
has heat
12/24/No heat order placed, 12/24/customer contacted appointment set
up 12/30/replaced thermostat
01/05/no heat order placed, 01/06/found main limit open had to order
part, landlord refused to allow install
01/22/08:56:*** G*** (RGESCUTI)
01/22/Waiting for additional information from *** *** regarding
$amends
01/22/12:51:*** G*** (RGESCUTI)
On 01/19/15, The customer was notified the $amends for the tenant will
be processed
Closing complaint 01/19/when customer was contacted
03/05/15:31:*** M*** (SMSUCHEC)
*** *** - *** *** *** - *** ** *** ***
Payment of $1,posted on 01/20/Account noted as of 03/04/for
outgoing payment of $1,
03/06/09:31:*** M*** (SMSUCHEC)
I dialed ***on 3/6/at
9:AM and left a voice message asking
*** *** to contact me about the concern filed with the RevDex.com
03/06/13:42:*** M*** (SMSUCHEC)
*** *** returned my callShe was very upset over the situation
We discussed her frustration that her account was overbilled and when she
called in, she was told it would be corrected and it wasn't so she had to
call backI apologized to Ms *** for her frustration and advised that
on March the refund was expeditedOur records show it was printed just
yesterdayDue to the frustration with the incorrect bills and the
delayed refund, I did advise Ms *** that as an apology for her
frustration over this matter, I will credit her account $She has my
number and will call me back if she doesn't see the check by Tuesday
***
Notes:
When meter was set, the account was set up on the wrong route which is why
the bills were estimatedCustomer provided a read on 2/3/of and
then we verified read on 2/with read of
The original adjustments did not process correctlyWe did get the
correction processed on March Refund request was issued and expedited
Refund was approved on March and printed on March
I sent an email to Meter Reading Supervisor to assure that the route has
been fixed as well
***
Original bills:
08/27/14-09/16/est Mcf $/ pd 9/22/
09/17/14-10/14/est Mcf $/ pd 10/16/
10/15/14-11/13/est Mcf $/ pd 11/18/
11/14/14-12/11/est Mcf $/ pd 12/15/
corrected - Mcf $
12/12/14-01/15/adj Mcf $1,/ pd 01/21/
corrected - adj Mcf $
01/16/15-02/16/est Mcf $
Final Corrected Bills:
09/16/to Mcf $
10/14/to Mcf $
11/13/to Mcf $
12/11/to Mcf $
01/15/to Mcf $
02/16/to Mcf $
03/09/08:01:*** M*** (SMSUCHEC)
I received a response from Meter Reading that there was an issue with the
route but should be all set now
CLOSED 3/when spoke with customer
[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:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
Hello,I did get the call and email from CE, but I still have a complaint about what was said to me over the phone and why I feel they still need to reimburse me the repair workHere is some more information I would like to shareI was never told there was a picture taken originallyNow that I asked for this picture they seem to not have itI asked for a 2nd opinion due to very similar situation being corrected by CE in the pastI was refused a 2nd opinion, butOw they want to come in and give me oneThis would have been settled if offered on day Supervisor from CE never told me I had to have heat exchanger inspected, but simply to have it repaired and declared safe to operateI did just that and would have been happy to have the heat exchanger inspected as I value my family's health and safety That is why I did a carbon monoxide test, paid for that and just like I was told on the phone to make sure its safe I did just exactly what I was toldIf they communicated incorrectly, that is not my fault or problem. I was told *** *** would call me, he did notI was told records by him showed he called, but we never spoke nor did he ever callI can provide phone records to prove it I was told my plan would help me, I amIt seeing any helpI have been lied to and promised many things, but none of them were deliveredWhy come in for a 2nd opinion by CE now when I was told that policy says no way that will happen, yet now it seems to be offeredI asked CE to do the repair/inspection and they sent me a 3rd party I found to be questionable as he worked for the exact company I complained to CE in the past. Why do 3rd party companies go right to the heat exchanger and CE techs to not? CE cleared my exchanger when this happened in the past and provided me a 2nd opinion in the past, but now it's not policy unless you complain to the Revdex.com it seems CE tech came in and repaired my furnace without ever inspecting a heat exchanger, so is CE not practicing this habit internally? I would like to know why only 3rd party inspections seem to always suggest I buy a new furnace, but CE techs just fix the problem and leave. I am complaining about what I was told and how CE handles their businessI was lied to and not given full details I expect to be reimbursed as originally advised or I would not have wasted my time faxing in the billMi would have eaten the cost and moved on My furnace is deemed safe and I have carbon monoxide testers I plan on upgrading my unit as soon as I can afford to, but I will not put my family in jeopardy and that I promise you Please have them pull the call recordings and they will hear there own supervisor tell me that I just need to make sure its safe. Too many stories, so lets hear the recordings. Regards,
*** ***
[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 received an e-mail from Consumers saying she received the complaint I received no further e-mails from her I am on the "do not call" list and kindly ask Consumers to respect that Consumers needs to credit my credit card the $and rebill me for the $
Regards,
*** ***
[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:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
I am not rejecting the result of Consumer's paying the accumulated chargesI do however beleive that since Consumer's Energy has admitted that they were at fault as well as the reason my family and I could not live in our home for the last monthsHad they turned the utilities on in my name to begin with none of this would have happenedDue to their lack of professionalism and their mistake, my family and I have had to deal with the owners of the park accusing us of being drug dealers, our home and property being vandalizedAll of that coul have been avoided had it not been for the mistake on Consumer's Energy's part. Regards, *** ***
*** ***
*** *** **, *** MI 48813-
Account number: *** *** ***
Dates of service: 06/19/to present
Customer inquiry opened 04/06/
04/06/14:50:*** N *** (RNRICHAR)
04/06/15- Monday at 2:pm - Attempted a phone call to Mrs*** at phone number
###-###-####There was no answer, so I left a voicemail message letting her know that I'm happy to discuss her inquiry along with my contact information
04/07/13:15:*** N *** (RNRICHAR)
METER READING HISTORY:
Date: Reason: Type: Read
3/27/2015 actual 46,061
2/25/not attempted estimate 42,242
1/27/inaccessible estimate 39,343
12/23/2014inaccessible estimate 35,844
11/24/2014not attempted estimate 32,945
10/27/2014 actual 28,918
9/26/2014 actual 26,208
8/26/2014 actual 23,590
7/29/2014 actual 20,820
6/26/2014 actual 17,607
5/29/2014 actual 15,079
4/29/2014 actual 12,654
3/28/2014 actual 9,503
2/26/2014 actual 5,417
1/28/not attempted estimate 1,267
1/20/2014 actual 0
**CUSTOMER REQUESTED METER EXCHANGE**
1/19/2014 actual 68,418
12/28/2013 actual 65,170
11/26/2013 actual 60,404
10/25/2013 actual 56,815
9/26/2013 actual 54,510
8/27/2013 actual 51,196
7/29/2013 actual 48,311
6/28/2013 actual 44,867
5/28/2013 actual 41,767
4/29/2013 actual 38,991
3/27/2013 actual 34,997
2/25/2013 actual 30,999
1/29/2013 actual 27,235
12/28/2012 actual 22,635
11/27/2012 actual 18,363
10/24/2012not attempted estimate 13,593
9/26/2012 actual 12,004
8/27/2012 actual 9,419
7/28/2012 actual 6,810
6/27/2012 actual 3,608
5/30/2012 actual 1,090
4/28/2012 actual 98,962
3/29/2012 actual 96,597
2/27/2012 actual 93,942
1/30/2012 actual 90,853
12/27/2011 actual 86,481
11/23/2011 actual 82,872
10/25/2011 actual 80,342
9/23/2011 actual 78,141
8/24/2011 actual 75,994
7/27/2011 actual 73,627
6/27/2011 actual 70,823
5/26/2011 actual 68,219
4/27/2011 actual 65,830
04/07/13:53:*** N *** (RNRICHAR)
04/07/- Tuesday at 1:pm - Left another voicemail message for Mrs*** at phone number ###-###-#### - Letting her know that I am still available to assist her with her concerns
04/09/12:41:*** N *** (RNRICHAR)
I was unable to locate a past estimate that was for more than month, as listed above, that resulted in having a large past due balance. The customer has been on the Shutoff Protection plan before, starting on 02/01/and defaulted from the plan for non-payment on 12/05/
After defaulting from the Shutoff Protection plan, they were working with the agency *** ***. They assisted Mrand Mrs*** with a payment of $
The remaining balance is $1614.78, due on 04/24/15. Because the bills were adjusted when we obtained an actual meter reading on 03/27/15, nothing is currently past due
No response back from my voicemail messages, so sending email to *** and a letter via USPS to address their concerns:
Dear Ms***,
Thank you for your inquiry about the service at *** *** **, Charlotte. Firstly, I would like to apologize for your frustration over the estimated billsPlease understand that it is not our aim to be the cause of stress
Consumers Energy is required to make an attempt to read your meters each month; however there are times when we are not able to achieve an actual read. There are many reasons why we may have to estimate a bill. During the winter months when your bill was estimated, this included unsafe weather conditions, and too much snow on the ground to be able to access the meter. Your monthly bill will always indicate whether an actual or estimated read was taken, and if you ever get an estimated bill please feel free to contact us with an actual read so we can perform an adjustment to the bill
I can see that you were previously on the Shutoff Protection plan, from 02/01/to 12/05/14, paying $per month until the plan defaulted in December. The program is designed to get the account to a zero balance in months. This is a great program, and it is based on the energy that is used in the home, combined with a portion of the past due balance. We have many different payment arrangements available, including another enrollment on the Shutoff Protection plan, and would be happy to set up an arrangement for your account if you wish. If you chose to enroll on the Shutoff Protection plan the payment needed to enroll on the plan would be $323.00, and your monthly payment amount would be $
Another option would be to seek assistance with local agencies. You can dial 2-1-to be put in touch with those agencies, including applying for the CARE program if it is still available in your area, and the Department of Human Services. I would also recommend applying for the Home Heating Credit
It sounds like you have already started to take steps to reduce your energy use. Unfortunately, we’re not able to determine what in the home may be causing the useWe do have many resources that can help on our website at www.consumersenergy.com/eeprograms, including a home energy analyzer, energy efficiency programs available, and information about having an in-home energy audit performed. If you qualify, there are even income-qualified assistance programs for energy efficiency, and information about the Helping Neighbor’s program
If you would like to discuss your inquiry more or have any further questions, please feel free to contact me at ###-###-####, and I would be happy to assist you
Closing customer inquiry as of 04/09/
04/09/12:51:*** N *** (RNRICHAR)
Electric meter reading history is listed above, gas meter reading history is listed below:
GAS METER READING HISTORY:
Date: Reason: Type: Read:
3/27/2015 actual 6,068
2/25/not attempted estimate 5,916
1/27/inaccessible estimate 5,744
12/23/2014inaccessible estimate 5,569
11/24/2014not attempted estimate 5,452
10/27/2014 actual 5,354
9/26/dog estimate 5,302
8/26/2014 actual 5,302
7/28/2014 actual 5,302
6/26/2014 actual 5,302
5/30/2014 actual 5,302
5/29/2014 actual 5,302
5/29/2014 actual 5,302
4/29/2014 actual 5,276
3/28/2014 actual 5,206
2/26/2014 actual 5,064
1/28/not attempted estimate 4,911
12/28/2013 actual 4,729
11/26/2013 actual 4,580
10/25/2013 actual 4,476
9/26/2013 actual 4,442
8/27/2013 actual 4,436
7/29/2013 actual 4,434
6/28/2013 actual 4,434
5/28/2013 actual 4,433
4/29/2013 actual 4,423
3/27/2013 actual 4,335
2/25/2013 actual 4,208
1/29/2013 actual 4,074
12/28/2012 actual 3,922
11/27/2012 actual 3,817
10/24/2012not attempted estimate 3,728
9/26/2012 actual 3,694
8/27/2012 actual 3,687
7/28/2012 actual 3,687
6/27/2012 actual 3,687
5/30/2012 actual 3,683
4/28/2012 actual 3,671
3/29/2012 actual 3,623
2/27/2012 actual 3,566
1/30/2012 actual 3,463
12/27/2011 actual 3,322
11/23/2011 actual 3,209
10/25/2011 actual 3,147
9/23/2011 actual 3,118
8/24/2011 actual 3,113
7/27/2011 actual 3,113
6/27/2011 actual 3,113
5/26/2011 actual 3,109
4/27/2011 actual 3,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
02/09/14:39:*** M*** (SMSUCHEC)
*** A *** - 1*** *** ***- 1*** *** ** *** ***
SPP defaults in May and January
02/06/SPP enrollment request
02/20/$payment
04/22/$payment
05/23/$payment (returned 5/30/14)
05/30/SPP
default due to returned payment
06/04/customer stated wife used wrong account number to cause default
Call Center Team Leader asked for him to provide note from bank to verify
funds were available and wrong account number was used and we would
reinstate SPP
06/05/advised customer if pays $down payment by 6/will enroll SPP
06/06/SPP enrollment request
06/06/$payment
07/10/bill due
07/19/turn off notice SPP $
07/25/$payment
08/12/bill due
08/20/turn off notice SPP $
08/22/$payment
09/09/bill due
09/17/turn off notice SPP $
09/24/$payment
10/09/bill due
10/16/turn off notice SPP $
10/20/$payment
11/07/bill due
11/17/turn off notice SPP $
11/26/$payment
12/09/bill due
12/16/turn off notice SPP $
12/22/mid cycle
12/24/$payment
01/06/bill due
01/19/turn off notice SPP $
01/23/mid cycle
01/29/SPP default
02/03/turn off notice $
02/10/bill due
02/09/14:57:*** M*** (SMSUCHEC)
I dialed ###-###-#### and left a voice message for *** *** with my
phone number and asked him to contact me about his concern filed with the
Revdex.com
02/10/09:56:*** M*** (SMSUCHEC)
I dialed ###-###-#### on 2/10/at 9:AM and left another voice message
asking *** *** to contact me
02/11/08:51:*** M*** (SMSUCHEC)
*** *** returned my call on 2/10/at 3:PM and left me a voice
message stating he just got out of work
I dialed ###-###-#### on 2/11/at 8:AM and left a voice message for
Mr ***I apologized that I missed his call yesterday afternoon and
stated I would be in until today for him to contact me so we can discuss
a payment arrangement
(since no payment in January for $SPP and February bill due yesterday,
I am going to attempt a payment arrangement of $within the week and
then I will break up balance for $per month PLUS current bills for
March, April, May and June)
02/11/15:03:*** M*** (SMSUCHEC)
Since Mr *** called me just after 3PM yesterday, I dialed
###-###-#### on 2/11/at 3:PM and spoke with Mr ***He said
that he just defaulted a payment in January and had an incident in May
with a paymentHe said that he had to get information from bank to get
it straightened out and he understood it was fault of CEI explained to
Mr *** that the payment did not clear and the account is noted that
his wife used the wrong account number when submitting the paymentHe
said that was the end resultI explained that although I understand it
was not intentional, that error did cause the payment plan to default
Since he missed the recent payment in January, it reflects as defaults
on his account and once there are defaults we do not offer additional
enrollment
Mr *** said he had been talking with Ms *** and even though he
explained the situation to her, she didn't careI then discussed with Mr
*** that he is aware the missed payment in January caused a default
but he also had a current bill due just yesterdayI asked him when he
was planning to make a payment on the account and for what amountHe
said that his wife gets paid next week and he was planning to pay $on
the 19th (his turn off notice is for $376.68)He said Ms ***
mentioned payments every weeks
Next meter reading is scheduled around 2/and Ms *** has a dunning
lock on the account thru 2/so I told Mr *** that I will set up a
payment arrangement for every weeks once his account is billedHe was
satisfied with the resolution
**closed 2/11/15**
01/02/15:03:*** ** *** (DCSLICK)
Remarked account
Called *** *** at ###-###-####, son answered and said he was at
workLeft contact information and advised I would try to reach him again
on Monday
Notes on account state they couldn't get SPP to cancel, it was from
I was able to remove itWill need to review further to find out what
issues there were to resolve this
01/05/08:57:*** ** *** (DCSLICK)
Reviewed further and couldn't find a billing issue
Called *** at ###-###-####, no answer or voicemailCouldn't leave
message
I sent a note to PMCCS to see if they can tell me what was going on with
the account since a rep had sent something to them
01/05/10:43:*** ** *** (DCSLICK)
PMCCS group could find nothing in regards to this accountI reviewed
again and couldn't find anything unusual about the billing
There are notes about customer wanting to cancel ASP plan but they were
not eligible to cancel until 11/23/The program was cancelled
effective as of that day
There are ASP charges outstandingAugust, September, October and
November all for $Then prorated charge of $that was
billed at cancelling
Service would not be disconnected due to unpaid ASP charges in accordance
to MPSC billing rules
01/05/13:20:*** ** *** (DCSLICK)
CORRECTION: SPP Plan was from It shows ending on 08/31/although
it didn't show cancelled or removed in another portion of our system and
customer service was not able to do anything in regards to itIt has
been removed now though
I removed as a courtesy $in late fees
I reviewed appliance repair ordersCustomer had service calls within
the last months
Even with account being on hold for an SPP issue the customer should have
continued to make payments towards the account including for the appliance
service planAt this point he would be responsible for the monthly
charges due to the prior repairsOtherwise we would bill him for the
repairs themselves
01/05/13:55:*** ** *** (DCSLICK)
The service repairs totaled $
1:56pm called Mr*** at ###-###-####, phone rang and rang again
with no answer or voicemail
01/06/10:53:*** ** *** (DCSLICK)
I double checked *** history in regards to the customer's ASP billing
and the last notice was in June There were no blocks placed on the
ASP that would have prevented any repairs since we had the account on
hold
For the delay in getting the SPP portion of the account corrected I will
go ahead and credit the account with months of ASP charges plus the
prorated amount of $for a total of $This leaves a balance
owing by the customer of $The customer may also be eligible for
re-enrollment on SPP, will need to verify income first
Sent email to *** to credit the account with $
Sent the following letter to customer for closure:
January 6,
Mr*** ***
*** *** ***
***, ** ***
RE: Appliance Service Plan Charges
Dear Mr***,
I am writing in regards to the recent inquiry that was filed through the
Eastern Revdex.com (Revdex.com)I originally left a message with
your son regarding your inquiry on January 2, however since that time I
have not been able to reach anyone nor leave a message
While reviewing your inquiry and account I confirmed that I was able to
remove the original enrollment on the Shut off Protection Plan (SPP) that
was causing errors with your accountIf you are still eligible for SPP,
I would be happy to re-enroll youI am including with this letter a
brochure which explains eligibility
I then went over your Appliance Service Plan (ASP)Our records show that
since the account was placed on hold while trying to fix the SPP issue,
there was no interruption in your ASP plan even though payments made
didn't cover what was actually owedEven if you had been unable to
receive repairs, you would have been required to pay for the program
through the end date of November due to having repairs within the
past monthsThis is explained in the terms and conditions for the
program which you would have received at the onset of the program
enrollment
In light of customer service and the delay in getting the error fixed, I
have agreed to remove $in ASP chargesThis is months at $
plus $prorated charge at the time the program was removed from the
accountThis will be reflected on a future billI have also removed
$in late fees that were assessed during this timeThis leaves a
balance owing of $as of January Please keep in mind that we
are scheduled to read your meter again shortly which will increase your
balance owing
If you have additional questions or concerns or if you would like to
re-enroll on SPP please contact me at ###-###-#### or you may email me
at the address below no later than January 14, I have closed your
inquiry at this time
Sincerely,
*** ***
Customer Care Representative
***m
01/06/
04/11/2016 15:31:08 [redacted] M. [redacted] ([redacted] Dr.[redacted], MI 48044-2428Customers are enrolled on Budget Plan. Monthly Plan amount $119. Customerwas paying $175 from June 2015 to February 2016 (with the exception ofJanuary 2016 when customer paid $200).Our...
records show customer contacted Consumers Energy on 03/01/2016requesting we refund their over-payment $1,053.37. The refund was held upfor supervisor approval. On 04/08/2016, called again to find out theirrefund was never processed.Refund request for $1,053.37 was approved on 04/09/2016 at 5:29PM.I sent an email to [redacted] in our Billing Services Department requesting sheexpedite the refund. [redacted] processed refund and will print tomorrow.Refund will be mailed on Wednesday and hopefully customer will receive inthe mail by Friday.I attempted to call Mrs. [redacted] this afternoon 04/11/2016 (3:49PM) bycalling ###-###-####. There was no answer. I left customer a voicemailmessage with my name and telephone number.04/14/2016 11:49:32 [redacted] M. [redacted] ([redacted])I was able to reach Mrs. [redacted] on 04/11/2016. I reviewed aboverefund information. The refund will print on Tuesday 04/12/2016 andshould be mailed out on Wednesday 04/12/2016. Customer was very pleased.04/16/2016 14:45:22 [redacted] M. [redacted] ([redacted])04/16/2016 (2:45PM) I called customer this afternoon to ask if shereceived her refund check. Mrs. [redacted] said the refund check arrivedin yesterday's mail. Mrs. [redacted] thanked me for follow up call.CLOSING INQUIRY DAY REFUND CHECK ARRIVED 04/15/2016.
05/08/2015 13:53:17 [redacted] G. [redacted] (RGESCUTI)
On May 8, 2015 at 1:53 PM I called phone number ###-###-#### and the
message states the phone number has been disconnected.
05/11/2015 16:28:56 [redacted] G. [redacted] (RGESCUTI)
On May 11, 2015 I emailed Lisa Compton for assistance.
05/12/2015...
15:22:47 [redacted] G. [redacted] (RGESCUTI)
05/12/2015 15:47:50 [redacted] G. [redacted] (RGESCUTI)
Account number: [redacted]
Dates of Service: 11/21/13 to 11/30/14
The final bill is $112.08 due 12/23/14.
April 24, 2015 the account was sent to collection agency for recovery.
If the bill has been charged off to the collection agency, it can no
longer be paid online. The customer can contact the collection agency to
make the payment with a credit card; however they must contact the
collection agency directly.
On May 12, 2015 at 3:45 PM I spoke to Mr. [redacted]. I apologized for the
inconvenience and told him his account has been closed. He is no longer
eligible to pay online. He can pay over the phone however there is a
charge of $6.25 or he can contact the collection agency directly. Mr.
[redacted] said he does not want to pay a fee for making the payment. He asked
that I mail a copy of the final bill with a return envelope. He asked if
we can remove the late payment charge. I told him I will mail it today and
I removed the late payment charge of $4.63.
Total balance owing is $107.45.
01/26/2015 10:32:49 [redacted] s [redacted] (ASBERTRA)
I contacted [redacted] caseworker again today around 10:30AM I left her a voicemail with the amount of the turn off notice $489.93 + reconnection fee $50.00. I explained that her client stated she was having an issue getting assistance with the turn off amount through Consumers Energy and that I would be happy to assist her if she ne[redacted] anything further to please call me directly ###-###-####.
I called [redacted], left her message letting her know I contacted her caseworker on Friday and today with the same information the amount of the shut off notice and my contact information and that I have not heard back from her. I gave [redacted] my direct number and told her if she speaks with her caseworker that she can feel free to give it to her to call me.
01/26/2015 13:02:49 [redacted] s [redacted] (ASBERTRA)
[redacted] called me back, [redacted] authorized $450.00 after [redacted] paid her co-pay of $39.00 today at Wal-mart.
I waived the $50.00 reconnection fee since [redacted] paid the majority of the bill. Placed turn on order for today and explained to Ms. [redacted] that we needed to wait for [redacted] payment to post and we allow up to 30 days for their payments to post therefore she will need call after that for the shut off protection plan. [redacted] said that was fine she will contact me or customer service.
Revdex.com:
I have reviewed the response 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 response appear below:They sent out a worker to my neighborhood where he parked 3 houses down and snuck down to my house and began banging on gas meter. Thankfully I was not at work as they had hoped and caught him in the act. Took photos of the car parked 3 houses down and made phone call to Consumers energy rep on why I was not notified of worker being sent to my house. Very curious as to what was done as it sounded like he only came with a hammer to smash my house and gas meter about for 10-15 minutes. Consumers rep confirmed worker in area but with the violent sounds coming from outside my house I dared not confront him for fear of my own personal safety. Guess they were not happy with Revdex.com complaint and wanted to send me a message. I expected a phone call, letter or email not a sneaky person wielding weapons. Not sure if I need police involved if they opt to send more people to damage my property. Help!
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I am satisfied that everything is working itself out, even though I was very unhappy with their original response. Consumers was then willing to correct the issue, after I contacted the Revdex.com, by returning the funds directly, but since I have had my bank issue a transaction dispute, they did not need to do so anymore. I was assured during the phone conversation with them that there would be no resistance or denial to return the funds when the bank contacts them to dispute the transactions.[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 below:
The reply from Consumers Energy did not address the numerous errors they made with our account. After a month of constant dealings with them and a significant number of hours we spent attempting to resolve the issues, the practices of Consumers Energy are unconscionable. Although we received our refund on 3/9/2015, here is an overview of the service issues they did not address in their reply, some of which have not been corrected:1) When I view our account online today (3/14/2015) there is no evidence that they have given us a $100 rebate for having to deal with our account mess. We also have not received any communication from them via the mail or via email showing the $100 rebate has been applied to our account.2) On their online system all data for our account has been recreated that doesn't represent what actually happened and doesn't include complete information. When they corrected our account on 3/4, they replaced all the prior records that accurately showed what happened. Now our history has been recreated and not based on actual events. a) My History / Paid Bills: No longer shows the bills that were actually issued. b) My History / Payment History: No longer shows the monthly payments we've made for gas - the only payment that shows is the initial fee to have the gas installed. c) My History / Energy Use: Now this shows a made up history of actual gas readings, some of which that never took place and the ones that did were provided by us via pictures of our meter. Each reading is marked as actual, which is not accurate. Since our service started in 9/2014 and prior to resolving our account, all readings were estimated except one actual reading that was in error that generated the erroneous bill of over $1900.3) Consumers Energy's response to my complaint did not address these issues raised: a) When we initially contacted Consumers Energy on 2/3/2105 about the incorrect billing we were told it would be the situation would be corrected. They initially refused to refund our over payment of $1900 and it took us pressing to get them to agree to issue a refund check and they committed to sending the check within 2-3 weeks. b) Another inaccurate bill was generated on 2/17/2015. We called on 2/18/2015 to find out that nothing had been done to correct our account and now another bill had to be corrected. This time we were told that someone would contact us on 3/4/2015 about the resolution of our account and that we would receive a refund check within 2-3 weeks. c) On 3/4/2015 were were told our account had been corrected with a correction date of 3/25/2015 and we could expect to receive our refund sometime within 2 weeks after 3/25/2015. That would be 2 to 2.5 months after we paid them the money. I demanded to have a refund check issued that day and to talk with a supervisor. A supervisor was not available and I was told that one would call me by 6 PM that day on my cell phone. I never received a call and there was no log of any call on my cell phone. The supervisor did not call me back as promised.The service that Consumers Energy provides is absolutely horrible. They do not care about their customers and ensuring issues are resolved. It is unbelievable to me how much time and disturbance we endured to correct their repeated mistakes. Also, all customers should be aware of their Auto-pay service because it is at the root of this issue. A bill was generated in error in the amount of $1918.08 (which should have been $88.91) and this erroneous amount was paid because we were using Auto-pay.
Regards,
[redacted]
05/09/2016 16:54:43 [redacted] J [redacted] (DJ[redacted] MI 48529I have remarked the account.[redacted]- On 4/1/16 service was requested at [redacted] in error bycustomer's sister. Service was not turned on at this address but the movein was reversed-...
Ms. [redacted] was informed that outstanding balance of $2,162.65 must bepaid prior to having service at new address. Ms. [redacted] made the paymentby phone on 4/26/16[redacted]5/5/16 - At 3:16 pm I called [redacted] at ###-###-#### and let her knowthat I had received her inquiry and needed to review her information andwould call her within the next few business days.5/9/16 - At 1:29 pm I called [redacted] at ###-###-#### and left her avoicemail with my contact information. She returned my call but I wasunable to answer.I called her back at 4:39 pm and spoke to her about her concerns. Shestated that she knew that originally she had messed up and requestedservice at [redacted] and that was the wrong address. Iexplained to her that we hadn't turned it on there but had put it in hername. That was reversed when she contacted us that it was the wrongaddress. I apologized if she had been told something different aboutthat.I let her know that I saw that she had paid a past due amount of $2,162.55to account #[redacted] which was required before we could start a newservice for her. I explained that we no longer set up services for a newaddress if there is an outstanding balance owed.I let her know that I would be happy to set up the service for her at thistime for [redacted] and she said she would appreciate that.She said that she only needed the electric turned on at this time. Ischeduled that for May 10 as she was not at this location to turn off thebreakers until later today.I also apologized to [redacted] if she had been treated rudely by any ofour representatives as we strive to provide good customer service toeveryone. She thanked me for setting this up and ended the call.Final Resolution with [redacted] May 9, 2016Ms. [redacted] satisfied with resolutionTell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response 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 response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:] I do not agree. first of all I payed 97.00 for my june bill. They said it was 80.00. I don't know where they got that information at. I got a 30 credit for the inconveinances. I am still not being credited for there mistakes. I feel that they did wrong for months and months. I wish there was another energy place out there to switch to, but, they have cornered the market and can do whatever they want. I want consumers to do something out of the ordinary and do right by me, and anyone else that which may apply. Credit my bill. I only got a credit of 30.00 for my troubles. from 137 to 97. hmmm well that's still crazy inappropriate. So no I am not satisfied with their response.
Regards,
[redacted]
[redacted] Ave, Warren MI 48091-3492 Account number: [redacted] Dates of service: 02/07/14 to 03/23/14. CUSTOMER INQUIRY OPENED AS OF 09/06/17. 09/08/2017 12:23:40 EST [redacted] N [redacted]) RELEVANT ACCOUNT INFORMATION: ...
- 02/07/14 - Move in requested by [redacted] - 03/04/14 - ASP repair ordered by [redacted], our contractor replaced the water pump on 03/05/14. - 03/09/14 - Gas leak investigation order called in by Autumn Saro, gas leak found on main floor, dryer connector and pilot on water heater. The meter was turned off and danger-tagged. -03/24/14 - Contract was force-ended as of 03/23/14 when [redacted] called us to start service in his name. -BILLING DATES: - 02/07/14 - 02/28/14 - billed for actual use of 36.3 mcf in the amount of $297.23. Payment of $222.00 on 03/05/14 took the remaining balance to $75.23. -03/01/14 - 03/23/14 - billed for 34.5 mcf in the amount of $296.87. Final bill balance was $372.01. - Final bill reminders sent: -05/06/14 - Final bill reminder call - call not completed -05/16/14 - Final bill notice sent - 05/30/17 - Reminder notice mailed ( 08/19/17 - Released to collection agency) CUSTOMER CONTACT SUMMARY: 09/06/17 -1:32 pm - spoke with Mr. [redacted] at phone number ###-###-#### about his concerns: -He stated that he did live at this address, but doesn't remember the specific dates that he lived here. Mr. [redacted] said it was a roommate situation, and not a good one. - We went over the details of my investigation (above) and he said he feels like he moved out of that address at the end of February 2014. He doesn't have a lease agreement or any proof of this. - In light of customer service, I agreed to credit the account for the use after 03/01/14, and he felt this was fair. - Mr. [redacted] stated his main concern was setting up a new account at his new address. I started account number [redacted] at [redacted], Warren. The order was scheduled for 09/07/17 between 8 am and 12 pm. I assured the customer that I would check with our scheduler to see if we could reschedule the order for today. - I agreed to set up an installment plan for $75.01 balance left over from his previous account. He has children in the home, and the service was turned off. I placed a reconnect order for the gas service to be completed the same day and asked what arrangements he was looking for on the owing balance. - Mr. [redacted] was happy with the resolution. 09/06/17 - 1:55 pm - called [redacted] (dispatcher) - who pulled the order ahead for today 09/06/17 - 1:57 pm - reached back out to the customer to confirm that we will try to get this order completed today. He was happy with this. 09/06/17 - 3:14 pm - order was completed and service turned on. SUBMITTED COMPLAINTS RESOLUTION CREDIT REQUEST FOR $297.00 09/07/17 - Credit requested posted to the account. 09/08/17 - 10:40 am - spoke with [redacted] to follow up on his resolution. -He was happy that we were able to turn his gas on at his new home on the same day he requested service with us. - I confirmed that the credit of $297.00 has posted to the account. - He didn't confirm what days he wanted to set up his payments of $10.00 to pay off the back balance that was transferred over ($75.01 total), but said he would pay the $10.00 amounts with his monthly bill. - I have placed an interest lock on his account to prevent late payment charges and noted that we have this arrangement set up. He understands that he will not get any late payment charges, and confirmed that he will be paying the $10.00 per month on time and in full with his regular monthly bill (this was because he was not able to confirm a date every month he would be paying the $10.00). - He was satisfied with this arrangement and appreciated the follow up phone call. - I confirmed that he has my direct phone number in case of any questions in the future. SUMMARY OF RESOLUTION: - (Date customer closed out account) - The customer never contacted us to close his account according to our records. The account was closed automatically when a new party called us to start service. Mr. [redacted] was also unable to verify the date he moved out. - (Was final bill paid) - no, final bill was not paid. In light of customer service, agreed to credit the account for 03/01/14 to 03/23/14. 09/14/2017 18:38:11 EST [redacted] N [redacted]) Tell us why here...
12/03/2015 10:40:37 [redacted] s [redacted] ([redacted], Ionia, account number [redacted].12/3/2015 @10:42am I called and spoke with [redacted], I explained tohim that I was forwarding this concern to our ASP department to ensure theplan is set up as it should be. I do see...
it has been added and it isduring his grace period time until 12/17/2015.Assigned out to [redacted]12/04/2015 12:58:41 [redacted] s [redacted] ([redacted]I received resolution response from [redacted]Escalation agent from ASP department contacted Mr. [redacted] 12/3/2015 andexplained to Mr. [redacted] that we will override the grace period if anyrepairs are needed from now until 12/17/2015. Also as a courtesy/apologywe are not billing the customer for the first months payment on theappliance service plan. Mr. [redacted] was pleased with this resolution.Closed complaint 12/3/2015
Our position has not changed
01/16/16:10:*** G*** (RGESCUTI)
On January 16, at 4:PM I called phone number ###-###-#### and left
a message for *** *** stating we did receive her complaint from the
Revdex.com and our Appliance Service Plan will follow upI left my direct phone
number
I emailed
and assigned the complaint to *** *** and cc ***
***, *** ***
01/21/15:07:*** G*** (RGESCUTI)
On January 19, *** *** Appliance Service Plan contact Ms
***She informed her she will reimburse her for the repair when she
receives the invoiceShe will cancel the plan effective todayShe is
also addressing the customers concerns with the contractor and the call
center
12/18/no heat order placed, 12/19/*** *** cleaned sensors customer
has heat
12/24/No heat order placed, 12/24/customer contacted appointment set
up 12/30/replaced thermostat
01/05/no heat order placed, 01/06/found main limit open had to order
part, landlord refused to allow install
01/22/08:56:*** G*** (RGESCUTI)
01/22/Waiting for additional information from *** *** regarding
$amends
01/22/12:51:*** G*** (RGESCUTI)
On 01/19/15, The customer was notified the $amends for the tenant will
be processed
Closing complaint 01/19/when customer was contacted
03/05/15:31:*** M*** (SMSUCHEC)
*** *** - *** *** *** - *** ** *** ***
Payment of $1,posted on 01/20/Account noted as of 03/04/for
outgoing payment of $1,
03/06/09:31:*** M*** (SMSUCHEC)
I dialed ***on 3/6/at
9:AM and left a voice message asking
*** *** to contact me about the concern filed with the RevDex.com
03/06/13:42:*** M*** (SMSUCHEC)
*** *** returned my callShe was very upset over the situation
We discussed her frustration that her account was overbilled and when she
called in, she was told it would be corrected and it wasn't so she had to
call backI apologized to Ms *** for her frustration and advised that
on March the refund was expeditedOur records show it was printed just
yesterdayDue to the frustration with the incorrect bills and the
delayed refund, I did advise Ms *** that as an apology for her
frustration over this matter, I will credit her account $She has my
number and will call me back if she doesn't see the check by Tuesday
***
Notes:
When meter was set, the account was set up on the wrong route which is why
the bills were estimatedCustomer provided a read on 2/3/of and
then we verified read on 2/with read of
The original adjustments did not process correctlyWe did get the
correction processed on March Refund request was issued and expedited
Refund was approved on March and printed on March
I sent an email to Meter Reading Supervisor to assure that the route has
been fixed as well
***
Original bills:
08/27/14-09/16/est Mcf $/ pd 9/22/
09/17/14-10/14/est Mcf $/ pd 10/16/
10/15/14-11/13/est Mcf $/ pd 11/18/
11/14/14-12/11/est Mcf $/ pd 12/15/
corrected - Mcf $
12/12/14-01/15/adj Mcf $1,/ pd 01/21/
corrected - adj Mcf $
01/16/15-02/16/est Mcf $
Final Corrected Bills:
09/16/to Mcf $
10/14/to Mcf $
11/13/to Mcf $
12/11/to Mcf $
01/15/to Mcf $
02/16/to Mcf $
03/09/08:01:*** M*** (SMSUCHEC)
I received a response from Meter Reading that there was an issue with the
route but should be all set now
CLOSED 3/when spoke with customer
[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:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
Hello,I did get the call and email from CE, but I still have a complaint about what was said to me over the phone and why I feel they still need to reimburse me the repair workHere is some more information I would like to shareI was never told there was a picture taken originallyNow that I asked for this picture they seem to not have itI asked for a 2nd opinion due to very similar situation being corrected by CE in the pastI was refused a 2nd opinion, butOw they want to come in and give me oneThis would have been settled if offered on day Supervisor from CE never told me I had to have heat exchanger inspected, but simply to have it repaired and declared safe to operateI did just that and would have been happy to have the heat exchanger inspected as I value my family's health and safety That is why I did a carbon monoxide test, paid for that and just like I was told on the phone to make sure its safe I did just exactly what I was toldIf they communicated incorrectly, that is not my fault or problem. I was told *** *** would call me, he did notI was told records by him showed he called, but we never spoke nor did he ever callI can provide phone records to prove it I was told my plan would help me, I amIt seeing any helpI have been lied to and promised many things, but none of them were deliveredWhy come in for a 2nd opinion by CE now when I was told that policy says no way that will happen, yet now it seems to be offeredI asked CE to do the repair/inspection and they sent me a 3rd party I found to be questionable as he worked for the exact company I complained to CE in the past. Why do 3rd party companies go right to the heat exchanger and CE techs to not? CE cleared my exchanger when this happened in the past and provided me a 2nd opinion in the past, but now it's not policy unless you complain to the Revdex.com it seems CE tech came in and repaired my furnace without ever inspecting a heat exchanger, so is CE not practicing this habit internally? I would like to know why only 3rd party inspections seem to always suggest I buy a new furnace, but CE techs just fix the problem and leave. I am complaining about what I was told and how CE handles their businessI was lied to and not given full details I expect to be reimbursed as originally advised or I would not have wasted my time faxing in the billMi would have eaten the cost and moved on My furnace is deemed safe and I have carbon monoxide testers I plan on upgrading my unit as soon as I can afford to, but I will not put my family in jeopardy and that I promise you Please have them pull the call recordings and they will hear there own supervisor tell me that I just need to make sure its safe. Too many stories, so lets hear the recordings. Regards,
*** ***
[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 received an e-mail from Consumers saying she received the complaint I received no further e-mails from her I am on the "do not call" list and kindly ask Consumers to respect that Consumers needs to credit my credit card the $and rebill me for the $
Regards,
*** ***
[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:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]
I am not rejecting the result of Consumer's paying the accumulated chargesI do however beleive that since Consumer's Energy has admitted that they were at fault as well as the reason my family and I could not live in our home for the last monthsHad they turned the utilities on in my name to begin with none of this would have happenedDue to their lack of professionalism and their mistake, my family and I have had to deal with the owners of the park accusing us of being drug dealers, our home and property being vandalizedAll of that coul have been avoided had it not been for the mistake on Consumer's Energy's part. Regards, *** ***
*** ***
*** *** **, *** MI 48813-
Account number: *** *** ***
Dates of service: 06/19/to present
Customer inquiry opened 04/06/
04/06/14:50:*** N *** (RNRICHAR)
04/06/15- Monday at 2:pm - Attempted a phone call to Mrs*** at phone number
###-###-####There was no answer, so I left a voicemail message letting her know that I'm happy to discuss her inquiry along with my contact information
04/07/13:15:*** N *** (RNRICHAR)
METER READING HISTORY:
Date: Reason: Type: Read
3/27/2015 actual 46,061
2/25/not attempted estimate 42,242
1/27/inaccessible estimate 39,343
12/23/2014inaccessible estimate 35,844
11/24/2014not attempted estimate 32,945
10/27/2014 actual 28,918
9/26/2014 actual 26,208
8/26/2014 actual 23,590
7/29/2014 actual 20,820
6/26/2014 actual 17,607
5/29/2014 actual 15,079
4/29/2014 actual 12,654
3/28/2014 actual 9,503
2/26/2014 actual 5,417
1/28/not attempted estimate 1,267
1/20/2014 actual 0
**CUSTOMER REQUESTED METER EXCHANGE**
1/19/2014 actual 68,418
12/28/2013 actual 65,170
11/26/2013 actual 60,404
10/25/2013 actual 56,815
9/26/2013 actual 54,510
8/27/2013 actual 51,196
7/29/2013 actual 48,311
6/28/2013 actual 44,867
5/28/2013 actual 41,767
4/29/2013 actual 38,991
3/27/2013 actual 34,997
2/25/2013 actual 30,999
1/29/2013 actual 27,235
12/28/2012 actual 22,635
11/27/2012 actual 18,363
10/24/2012not attempted estimate 13,593
9/26/2012 actual 12,004
8/27/2012 actual 9,419
7/28/2012 actual 6,810
6/27/2012 actual 3,608
5/30/2012 actual 1,090
4/28/2012 actual 98,962
3/29/2012 actual 96,597
2/27/2012 actual 93,942
1/30/2012 actual 90,853
12/27/2011 actual 86,481
11/23/2011 actual 82,872
10/25/2011 actual 80,342
9/23/2011 actual 78,141
8/24/2011 actual 75,994
7/27/2011 actual 73,627
6/27/2011 actual 70,823
5/26/2011 actual 68,219
4/27/2011 actual 65,830
04/07/13:53:*** N *** (RNRICHAR)
04/07/- Tuesday at 1:pm - Left another voicemail message for Mrs*** at phone number ###-###-#### - Letting her know that I am still available to assist her with her concerns
04/09/12:41:*** N *** (RNRICHAR)
I was unable to locate a past estimate that was for more than month, as listed above, that resulted in having a large past due balance. The customer has been on the Shutoff Protection plan before, starting on 02/01/and defaulted from the plan for non-payment on 12/05/
After defaulting from the Shutoff Protection plan, they were working with the agency *** ***. They assisted Mrand Mrs*** with a payment of $
The remaining balance is $1614.78, due on 04/24/15. Because the bills were adjusted when we obtained an actual meter reading on 03/27/15, nothing is currently past due
No response back from my voicemail messages, so sending email to *** and a letter via USPS to address their concerns:
Dear Ms***,
Thank you for your inquiry about the service at *** *** **, Charlotte. Firstly, I would like to apologize for your frustration over the estimated billsPlease understand that it is not our aim to be the cause of stress
Consumers Energy is required to make an attempt to read your meters each month; however there are times when we are not able to achieve an actual read. There are many reasons why we may have to estimate a bill. During the winter months when your bill was estimated, this included unsafe weather conditions, and too much snow on the ground to be able to access the meter. Your monthly bill will always indicate whether an actual or estimated read was taken, and if you ever get an estimated bill please feel free to contact us with an actual read so we can perform an adjustment to the bill
I can see that you were previously on the Shutoff Protection plan, from 02/01/to 12/05/14, paying $per month until the plan defaulted in December. The program is designed to get the account to a zero balance in months. This is a great program, and it is based on the energy that is used in the home, combined with a portion of the past due balance. We have many different payment arrangements available, including another enrollment on the Shutoff Protection plan, and would be happy to set up an arrangement for your account if you wish. If you chose to enroll on the Shutoff Protection plan the payment needed to enroll on the plan would be $323.00, and your monthly payment amount would be $
Another option would be to seek assistance with local agencies. You can dial 2-1-to be put in touch with those agencies, including applying for the CARE program if it is still available in your area, and the Department of Human Services. I would also recommend applying for the Home Heating Credit
It sounds like you have already started to take steps to reduce your energy use. Unfortunately, we’re not able to determine what in the home may be causing the useWe do have many resources that can help on our website at www.consumersenergy.com/eeprograms, including a home energy analyzer, energy efficiency programs available, and information about having an in-home energy audit performed. If you qualify, there are even income-qualified assistance programs for energy efficiency, and information about the Helping Neighbor’s program
If you would like to discuss your inquiry more or have any further questions, please feel free to contact me at ###-###-####, and I would be happy to assist you
Closing customer inquiry as of 04/09/
04/09/12:51:*** N *** (RNRICHAR)
Electric meter reading history is listed above, gas meter reading history is listed below:
GAS METER READING HISTORY:
Date: Reason: Type: Read:
3/27/2015 actual 6,068
2/25/not attempted estimate 5,916
1/27/inaccessible estimate 5,744
12/23/2014inaccessible estimate 5,569
11/24/2014not attempted estimate 5,452
10/27/2014 actual 5,354
9/26/dog estimate 5,302
8/26/2014 actual 5,302
7/28/2014 actual 5,302
6/26/2014 actual 5,302
5/30/2014 actual 5,302
5/29/2014 actual 5,302
5/29/2014 actual 5,302
4/29/2014 actual 5,276
3/28/2014 actual 5,206
2/26/2014 actual 5,064
1/28/not attempted estimate 4,911
12/28/2013 actual 4,729
11/26/2013 actual 4,580
10/25/2013 actual 4,476
9/26/2013 actual 4,442
8/27/2013 actual 4,436
7/29/2013 actual 4,434
6/28/2013 actual 4,434
5/28/2013 actual 4,433
4/29/2013 actual 4,423
3/27/2013 actual 4,335
2/25/2013 actual 4,208
1/29/2013 actual 4,074
12/28/2012 actual 3,922
11/27/2012 actual 3,817
10/24/2012not attempted estimate 3,728
9/26/2012 actual 3,694
8/27/2012 actual 3,687
7/28/2012 actual 3,687
6/27/2012 actual 3,687
5/30/2012 actual 3,683
4/28/2012 actual 3,671
3/29/2012 actual 3,623
2/27/2012 actual 3,566
1/30/2012 actual 3,463
12/27/2011 actual 3,322
11/23/2011 actual 3,209
10/25/2011 actual 3,147
9/23/2011 actual 3,118
8/24/2011 actual 3,113
7/27/2011 actual 3,113
6/27/2011 actual 3,113
5/26/2011 actual 3,109
4/27/2011 actual 3,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
02/09/14:39:*** M*** (SMSUCHEC)
*** A *** - 1*** *** ***- 1*** *** ** *** ***
SPP defaults in May and January
02/06/SPP enrollment request
02/20/$payment
04/22/$payment
05/23/$payment (returned 5/30/14)
05/30/SPP
default due to returned payment
06/04/customer stated wife used wrong account number to cause default
Call Center Team Leader asked for him to provide note from bank to verify
funds were available and wrong account number was used and we would
reinstate SPP
06/05/advised customer if pays $down payment by 6/will enroll SPP
06/06/SPP enrollment request
06/06/$payment
07/10/bill due
07/19/turn off notice SPP $
07/25/$payment
08/12/bill due
08/20/turn off notice SPP $
08/22/$payment
09/09/bill due
09/17/turn off notice SPP $
09/24/$payment
10/09/bill due
10/16/turn off notice SPP $
10/20/$payment
11/07/bill due
11/17/turn off notice SPP $
11/26/$payment
12/09/bill due
12/16/turn off notice SPP $
12/22/mid cycle
12/24/$payment
01/06/bill due
01/19/turn off notice SPP $
01/23/mid cycle
01/29/SPP default
02/03/turn off notice $
02/10/bill due
02/09/14:57:*** M*** (SMSUCHEC)
I dialed ###-###-#### and left a voice message for *** *** with my
phone number and asked him to contact me about his concern filed with the
Revdex.com
02/10/09:56:*** M*** (SMSUCHEC)
I dialed ###-###-#### on 2/10/at 9:AM and left another voice message
asking *** *** to contact me
02/11/08:51:*** M*** (SMSUCHEC)
*** *** returned my call on 2/10/at 3:PM and left me a voice
message stating he just got out of work
I dialed ###-###-#### on 2/11/at 8:AM and left a voice message for
Mr ***I apologized that I missed his call yesterday afternoon and
stated I would be in until today for him to contact me so we can discuss
a payment arrangement
(since no payment in January for $SPP and February bill due yesterday,
I am going to attempt a payment arrangement of $within the week and
then I will break up balance for $per month PLUS current bills for
March, April, May and June)
02/11/15:03:*** M*** (SMSUCHEC)
Since Mr *** called me just after 3PM yesterday, I dialed
###-###-#### on 2/11/at 3:PM and spoke with Mr ***He said
that he just defaulted a payment in January and had an incident in May
with a paymentHe said that he had to get information from bank to get
it straightened out and he understood it was fault of CEI explained to
Mr *** that the payment did not clear and the account is noted that
his wife used the wrong account number when submitting the paymentHe
said that was the end resultI explained that although I understand it
was not intentional, that error did cause the payment plan to default
Since he missed the recent payment in January, it reflects as defaults
on his account and once there are defaults we do not offer additional
enrollment
Mr *** said he had been talking with Ms *** and even though he
explained the situation to her, she didn't careI then discussed with Mr
*** that he is aware the missed payment in January caused a default
but he also had a current bill due just yesterdayI asked him when he
was planning to make a payment on the account and for what amountHe
said that his wife gets paid next week and he was planning to pay $on
the 19th (his turn off notice is for $376.68)He said Ms ***
mentioned payments every weeks
Next meter reading is scheduled around 2/and Ms *** has a dunning
lock on the account thru 2/so I told Mr *** that I will set up a
payment arrangement for every weeks once his account is billedHe was
satisfied with the resolution
**closed 2/11/15**
01/02/15:03:*** ** *** (DCSLICK)
Remarked account
Called *** *** at ###-###-####, son answered and said he was at
workLeft contact information and advised I would try to reach him again
on Monday
Notes on account state they couldn't get SPP to cancel, it was from
I was able to remove itWill need to review further to find out what
issues there were to resolve this
01/05/08:57:*** ** *** (DCSLICK)
Reviewed further and couldn't find a billing issue
Called *** at ###-###-####, no answer or voicemailCouldn't leave
message
I sent a note to PMCCS to see if they can tell me what was going on with
the account since a rep had sent something to them
01/05/10:43:*** ** *** (DCSLICK)
PMCCS group could find nothing in regards to this accountI reviewed
again and couldn't find anything unusual about the billing
There are notes about customer wanting to cancel ASP plan but they were
not eligible to cancel until 11/23/The program was cancelled
effective as of that day
There are ASP charges outstandingAugust, September, October and
November all for $Then prorated charge of $that was
billed at cancelling
Service would not be disconnected due to unpaid ASP charges in accordance
to MPSC billing rules
01/05/13:20:*** ** *** (DCSLICK)
CORRECTION: SPP Plan was from It shows ending on 08/31/although
it didn't show cancelled or removed in another portion of our system and
customer service was not able to do anything in regards to itIt has
been removed now though
I removed as a courtesy $in late fees
I reviewed appliance repair ordersCustomer had service calls within
the last months
Even with account being on hold for an SPP issue the customer should have
continued to make payments towards the account including for the appliance
service planAt this point he would be responsible for the monthly
charges due to the prior repairsOtherwise we would bill him for the
repairs themselves
01/05/13:55:*** ** *** (DCSLICK)
The service repairs totaled $
1:56pm called Mr*** at ###-###-####, phone rang and rang again
with no answer or voicemail
01/06/10:53:*** ** *** (DCSLICK)
I double checked *** history in regards to the customer's ASP billing
and the last notice was in June There were no blocks placed on the
ASP that would have prevented any repairs since we had the account on
hold
For the delay in getting the SPP portion of the account corrected I will
go ahead and credit the account with months of ASP charges plus the
prorated amount of $for a total of $This leaves a balance
owing by the customer of $The customer may also be eligible for
re-enrollment on SPP, will need to verify income first
Sent email to *** to credit the account with $
Sent the following letter to customer for closure:
January 6,
Mr*** ***
*** *** ***
***, ** ***
RE: Appliance Service Plan Charges
Dear Mr***,
I am writing in regards to the recent inquiry that was filed through the
Eastern Revdex.com (Revdex.com)I originally left a message with
your son regarding your inquiry on January 2, however since that time I
have not been able to reach anyone nor leave a message
While reviewing your inquiry and account I confirmed that I was able to
remove the original enrollment on the Shut off Protection Plan (SPP) that
was causing errors with your accountIf you are still eligible for SPP,
I would be happy to re-enroll youI am including with this letter a
brochure which explains eligibility
I then went over your Appliance Service Plan (ASP)Our records show that
since the account was placed on hold while trying to fix the SPP issue,
there was no interruption in your ASP plan even though payments made
didn't cover what was actually owedEven if you had been unable to
receive repairs, you would have been required to pay for the program
through the end date of November due to having repairs within the
past monthsThis is explained in the terms and conditions for the
program which you would have received at the onset of the program
enrollment
In light of customer service and the delay in getting the error fixed, I
have agreed to remove $in ASP chargesThis is months at $
plus $prorated charge at the time the program was removed from the
accountThis will be reflected on a future billI have also removed
$in late fees that were assessed during this timeThis leaves a
balance owing of $as of January Please keep in mind that we
are scheduled to read your meter again shortly which will increase your
balance owing
If you have additional questions or concerns or if you would like to
re-enroll on SPP please contact me at ###-###-#### or you may email me
at the address below no later than January 14, I have closed your
inquiry at this time
Sincerely,
*** ***
Customer Care Representative
***m
01/06/
04/11/2016 15:31:08 [redacted] M. [redacted] ([redacted] Dr.[redacted], MI 48044-2428Customers are enrolled on Budget Plan. Monthly Plan amount $119. Customerwas paying $175 from June 2015 to February 2016 (with the exception ofJanuary 2016 when customer paid $200).Our...
records show customer contacted Consumers Energy on 03/01/2016requesting we refund their over-payment $1,053.37. The refund was held upfor supervisor approval. On 04/08/2016, called again to find out theirrefund was never processed.Refund request for $1,053.37 was approved on 04/09/2016 at 5:29PM.I sent an email to [redacted] in our Billing Services Department requesting sheexpedite the refund. [redacted] processed refund and will print tomorrow.Refund will be mailed on Wednesday and hopefully customer will receive inthe mail by Friday.I attempted to call Mrs. [redacted] this afternoon 04/11/2016 (3:49PM) bycalling ###-###-####. There was no answer. I left customer a voicemailmessage with my name and telephone number.04/14/2016 11:49:32 [redacted] M. [redacted] ([redacted])I was able to reach Mrs. [redacted] on 04/11/2016. I reviewed aboverefund information. The refund will print on Tuesday 04/12/2016 andshould be mailed out on Wednesday 04/12/2016. Customer was very pleased.04/16/2016 14:45:22 [redacted] M. [redacted] ([redacted])04/16/2016 (2:45PM) I called customer this afternoon to ask if shereceived her refund check. Mrs. [redacted] said the refund check arrivedin yesterday's mail. Mrs. [redacted] thanked me for follow up call.CLOSING INQUIRY DAY REFUND CHECK ARRIVED 04/15/2016.
05/08/2015 13:53:17 [redacted] G. [redacted] (RGESCUTI)
On May 8, 2015 at 1:53 PM I called phone number ###-###-#### and the
message states the phone number has been disconnected.
05/11/2015 16:28:56 [redacted] G. [redacted] (RGESCUTI)
On May 11, 2015 I emailed Lisa Compton for assistance.
05/12/2015...
15:22:47 [redacted] G. [redacted] (RGESCUTI)
05/12/2015 15:47:50 [redacted] G. [redacted] (RGESCUTI)
Account number: [redacted]
Dates of Service: 11/21/13 to 11/30/14
The final bill is $112.08 due 12/23/14.
April 24, 2015 the account was sent to collection agency for recovery.
If the bill has been charged off to the collection agency, it can no
longer be paid online. The customer can contact the collection agency to
make the payment with a credit card; however they must contact the
collection agency directly.
On May 12, 2015 at 3:45 PM I spoke to Mr. [redacted]. I apologized for the
inconvenience and told him his account has been closed. He is no longer
eligible to pay online. He can pay over the phone however there is a
charge of $6.25 or he can contact the collection agency directly. Mr.
[redacted] said he does not want to pay a fee for making the payment. He asked
that I mail a copy of the final bill with a return envelope. He asked if
we can remove the late payment charge. I told him I will mail it today and
I removed the late payment charge of $4.63.
Total balance owing is $107.45.
01/26/2015 10:32:49 [redacted] s [redacted] (ASBERTRA)
I contacted [redacted] caseworker again today around 10:30AM I left her a voicemail with the amount of the turn off notice $489.93 + reconnection fee $50.00. I explained that her client stated she was having an issue getting assistance with the turn off amount through Consumers Energy and that I would be happy to assist her if she ne[redacted] anything further to please call me directly ###-###-####.
I called [redacted], left her message letting her know I contacted her caseworker on Friday and today with the same information the amount of the shut off notice and my contact information and that I have not heard back from her. I gave [redacted] my direct number and told her if she speaks with her caseworker that she can feel free to give it to her to call me.
01/26/2015 13:02:49 [redacted] s [redacted] (ASBERTRA)
[redacted] called me back, [redacted] authorized $450.00 after [redacted] paid her co-pay of $39.00 today at Wal-mart.
I waived the $50.00 reconnection fee since [redacted] paid the majority of the bill. Placed turn on order for today and explained to Ms. [redacted] that we needed to wait for [redacted] payment to post and we allow up to 30 days for their payments to post therefore she will need call after that for the shut off protection plan. [redacted] said that was fine she will contact me or customer service.
Closed inquiry 1/26/2015
Revdex.com:
I have reviewed the response 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 response appear below:They sent out a worker to my neighborhood where he parked 3 houses down and snuck down to my house and began banging on gas meter. Thankfully I was not at work as they had hoped and caught him in the act. Took photos of the car parked 3 houses down and made phone call to Consumers energy rep on why I was not notified of worker being sent to my house. Very curious as to what was done as it sounded like he only came with a hammer to smash my house and gas meter about for 10-15 minutes. Consumers rep confirmed worker in area but with the violent sounds coming from outside my house I dared not confront him for fear of my own personal safety. Guess they were not happy with Revdex.com complaint and wanted to send me a message. I expected a phone call, letter or email not a sneaky person wielding weapons. Not sure if I need police involved if they opt to send more people to damage my property. Help!
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I am satisfied that everything is working itself out, even though I was very unhappy with their original response. Consumers was then willing to correct the issue, after I contacted the Revdex.com, by returning the funds directly, but since I have had my bank issue a transaction dispute, they did not need to do so anymore. I was assured during the phone conversation with them that there would be no resistance or denial to return the funds when the bank contacts them to dispute the transactions.[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 below:
The reply from Consumers Energy did not address the numerous errors they made with our account. After a month of constant dealings with them and a significant number of hours we spent attempting to resolve the issues, the practices of Consumers Energy are unconscionable. Although we received our refund on 3/9/2015, here is an overview of the service issues they did not address in their reply, some of which have not been corrected:1) When I view our account online today (3/14/2015) there is no evidence that they have given us a $100 rebate for having to deal with our account mess. We also have not received any communication from them via the mail or via email showing the $100 rebate has been applied to our account.2) On their online system all data for our account has been recreated that doesn't represent what actually happened and doesn't include complete information. When they corrected our account on 3/4, they replaced all the prior records that accurately showed what happened. Now our history has been recreated and not based on actual events. a) My History / Paid Bills: No longer shows the bills that were actually issued. b) My History / Payment History: No longer shows the monthly payments we've made for gas - the only payment that shows is the initial fee to have the gas installed. c) My History / Energy Use: Now this shows a made up history of actual gas readings, some of which that never took place and the ones that did were provided by us via pictures of our meter. Each reading is marked as actual, which is not accurate. Since our service started in 9/2014 and prior to resolving our account, all readings were estimated except one actual reading that was in error that generated the erroneous bill of over $1900.3) Consumers Energy's response to my complaint did not address these issues raised: a) When we initially contacted Consumers Energy on 2/3/2105 about the incorrect billing we were told it would be the situation would be corrected. They initially refused to refund our over payment of $1900 and it took us pressing to get them to agree to issue a refund check and they committed to sending the check within 2-3 weeks. b) Another inaccurate bill was generated on 2/17/2015. We called on 2/18/2015 to find out that nothing had been done to correct our account and now another bill had to be corrected. This time we were told that someone would contact us on 3/4/2015 about the resolution of our account and that we would receive a refund check within 2-3 weeks. c) On 3/4/2015 were were told our account had been corrected with a correction date of 3/25/2015 and we could expect to receive our refund sometime within 2 weeks after 3/25/2015. That would be 2 to 2.5 months after we paid them the money. I demanded to have a refund check issued that day and to talk with a supervisor. A supervisor was not available and I was told that one would call me by 6 PM that day on my cell phone. I never received a call and there was no log of any call on my cell phone. The supervisor did not call me back as promised.The service that Consumers Energy provides is absolutely horrible. They do not care about their customers and ensuring issues are resolved. It is unbelievable to me how much time and disturbance we endured to correct their repeated mistakes. Also, all customers should be aware of their Auto-pay service because it is at the root of this issue. A bill was generated in error in the amount of $1918.08 (which should have been $88.91) and this erroneous amount was paid because we were using Auto-pay.
Regards,
[redacted]
05/09/2016 16:54:43 [redacted] J [redacted] (DJ[redacted] MI 48529I have remarked the account.[redacted]- On 4/1/16 service was requested at [redacted] in error bycustomer's sister. Service was not turned on at this address but the movein was reversed-...
Ms. [redacted] was informed that outstanding balance of $2,162.65 must bepaid prior to having service at new address. Ms. [redacted] made the paymentby phone on 4/26/16[redacted]5/5/16 - At 3:16 pm I called [redacted] at ###-###-#### and let her knowthat I had received her inquiry and needed to review her information andwould call her within the next few business days.5/9/16 - At 1:29 pm I called [redacted] at ###-###-#### and left her avoicemail with my contact information. She returned my call but I wasunable to answer.I called her back at 4:39 pm and spoke to her about her concerns. Shestated that she knew that originally she had messed up and requestedservice at [redacted] and that was the wrong address. Iexplained to her that we hadn't turned it on there but had put it in hername. That was reversed when she contacted us that it was the wrongaddress. I apologized if she had been told something different aboutthat.I let her know that I saw that she had paid a past due amount of $2,162.55to account #[redacted] which was required before we could start a newservice for her. I explained that we no longer set up services for a newaddress if there is an outstanding balance owed.I let her know that I would be happy to set up the service for her at thistime for [redacted] and she said she would appreciate that.She said that she only needed the electric turned on at this time. Ischeduled that for May 10 as she was not at this location to turn off thebreakers until later today.I also apologized to [redacted] if she had been treated rudely by any ofour representatives as we strive to provide good customer service toeveryone. She thanked me for setting this up and ended the call.Final Resolution with [redacted] May 9, 2016Ms. [redacted] satisfied with resolutionTell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response 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 response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:] I do not agree. first of all I payed 97.00 for my june bill. They said it was 80.00. I don't know where they got that information at. I got a 30 credit for the inconveinances. I am still not being credited for there mistakes. I feel that they did wrong for months and months. I wish there was another energy place out there to switch to, but, they have cornered the market and can do whatever they want. I want consumers to do something out of the ordinary and do right by me, and anyone else that which may apply. Credit my bill. I only got a credit of 30.00 for my troubles. from 137 to 97. hmmm well that's still crazy inappropriate. So no I am not satisfied with their response.
Regards,
[redacted]
[redacted] Ave, Warren MI 48091-3492 Account number: [redacted] Dates of service: 02/07/14 to 03/23/14. CUSTOMER INQUIRY OPENED AS OF 09/06/17. 09/08/2017 12:23:40 EST [redacted] N [redacted]) RELEVANT ACCOUNT INFORMATION: ...
- 02/07/14 - Move in requested by [redacted] - 03/04/14 - ASP repair ordered by [redacted], our contractor replaced the water pump on 03/05/14. - 03/09/14 - Gas leak investigation order called in by Autumn Saro, gas leak found on main floor, dryer connector and pilot on water heater. The meter was turned off and danger-tagged. -03/24/14 - Contract was force-ended as of 03/23/14 when [redacted] called us to start service in his name. -BILLING DATES: - 02/07/14 - 02/28/14 - billed for actual use of 36.3 mcf in the amount of $297.23. Payment of $222.00 on 03/05/14 took the remaining balance to $75.23. -03/01/14 - 03/23/14 - billed for 34.5 mcf in the amount of $296.87. Final bill balance was $372.01. - Final bill reminders sent: -05/06/14 - Final bill reminder call - call not completed -05/16/14 - Final bill notice sent - 05/30/17 - Reminder notice mailed ( 08/19/17 - Released to collection agency) CUSTOMER CONTACT SUMMARY: 09/06/17 -1:32 pm - spoke with Mr. [redacted] at phone number ###-###-#### about his concerns: -He stated that he did live at this address, but doesn't remember the specific dates that he lived here. Mr. [redacted] said it was a roommate situation, and not a good one. - We went over the details of my investigation (above) and he said he feels like he moved out of that address at the end of February 2014. He doesn't have a lease agreement or any proof of this. - In light of customer service, I agreed to credit the account for the use after 03/01/14, and he felt this was fair. - Mr. [redacted] stated his main concern was setting up a new account at his new address. I started account number [redacted] at [redacted], Warren. The order was scheduled for 09/07/17 between 8 am and 12 pm. I assured the customer that I would check with our scheduler to see if we could reschedule the order for today. - I agreed to set up an installment plan for $75.01 balance left over from his previous account. He has children in the home, and the service was turned off. I placed a reconnect order for the gas service to be completed the same day and asked what arrangements he was looking for on the owing balance. - Mr. [redacted] was happy with the resolution. 09/06/17 - 1:55 pm - called [redacted] (dispatcher) - who pulled the order ahead for today 09/06/17 - 1:57 pm - reached back out to the customer to confirm that we will try to get this order completed today. He was happy with this. 09/06/17 - 3:14 pm - order was completed and service turned on. SUBMITTED COMPLAINTS RESOLUTION CREDIT REQUEST FOR $297.00 09/07/17 - Credit requested posted to the account. 09/08/17 - 10:40 am - spoke with [redacted] to follow up on his resolution. -He was happy that we were able to turn his gas on at his new home on the same day he requested service with us. - I confirmed that the credit of $297.00 has posted to the account. - He didn't confirm what days he wanted to set up his payments of $10.00 to pay off the back balance that was transferred over ($75.01 total), but said he would pay the $10.00 amounts with his monthly bill. - I have placed an interest lock on his account to prevent late payment charges and noted that we have this arrangement set up. He understands that he will not get any late payment charges, and confirmed that he will be paying the $10.00 per month on time and in full with his regular monthly bill (this was because he was not able to confirm a date every month he would be paying the $10.00). - He was satisfied with this arrangement and appreciated the follow up phone call. - I confirmed that he has my direct phone number in case of any questions in the future. SUMMARY OF RESOLUTION: - (Date customer closed out account) - The customer never contacted us to close his account according to our records. The account was closed automatically when a new party called us to start service. Mr. [redacted] was also unable to verify the date he moved out. - (Was final bill paid) - no, final bill was not paid. In light of customer service, agreed to credit the account for 03/01/14 to 03/23/14. 09/14/2017 18:38:11 EST [redacted] N [redacted]) Tell us why here...
12/03/2015 10:40:37 [redacted] s [redacted] ([redacted], Ionia, account number [redacted].12/3/2015 @10:42am I called and spoke with [redacted], I explained tohim that I was forwarding this concern to our ASP department to ensure theplan is set up as it should be. I do see...
it has been added and it isduring his grace period time until 12/17/2015.Assigned out to [redacted]12/04/2015 12:58:41 [redacted] s [redacted] ([redacted]I received resolution response from [redacted]Escalation agent from ASP department contacted Mr. [redacted] 12/3/2015 andexplained to Mr. [redacted] that we will override the grace period if anyrepairs are needed from now until 12/17/2015. Also as a courtesy/apologywe are not billing the customer for the first months payment on theappliance service plan. Mr. [redacted] was pleased with this resolution.Closed complaint 12/3/2015