02/14/2017 09:45:30 EST [redacted] A. [redacted] ([redacted] G [redacted]CA# 3646[redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/12 - present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/2017 15:59:06 EST [redacted] A. [redacted] ([redacted])4:00 pm - I...
called ###-###-#### and got voicemail. I left a message withmy contact information requesting a call back.02/17/2017 11:22:08 EST [redacted] A. [redacted] ([redacted])The customer had not contacted us to set up service/billing in his namefor the natural gas service at this address. The previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved in. The owner provided us with Mr. [redacted]'s information.The investigator was not aware that we were only able to bill the customerfor 1 year of service from the date of discovery (Dec. 15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr. [redacted] is only responsible forservice from December 15, 2016 and that $3611.43 should be removed fromthe current balance, leaving a balance of $1149.25 as his responsibility.11:21 am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed. (I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $850.00 and he's contactingthe Salvation Army for help with the remainder.[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balance. He has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concerns. He thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/17
01/04/2017 10:34:56 EST [redacted] s [redacted] ([redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/2017 10:35am spoke with Mr. [redacted], made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/2017 12:36:42 EST [redacted] s [redacted]...
([redacted] had forwarded this onto to [redacted] for resolutionI received the following response from [redacted]Good morning #I left a message with Mr. [redacted] and sent him the below e-mail. Both callswere reviewed and will be addressed. The supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has provided. Thank you.[redacted]Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 2017 12:21 PMTo: '[redacted]@gmail.com'Subject: Regarding your concern with the Appliance Service Plan enrollmentMr. [redacted] #I received your concern about the enrollment process and customer servicethat you received when you contact us at the call center. I apologize thatyou were treated poorly by our phone agent, that call has been monitoredand the agent#s supervisor will be taking corrective action to ensure thatyour experience is not repeated.Regarding the conversation about the utilities and the enrollment # wehave reviewed that call as well and neither I, nor the supervisor of theagent who processed the enrollment was able to identify any commitment tofree utilities. We did hear the agent offer a free month#s service. Thatfree month would have been the following month of your service. As far asthe ten days is concerned, we do offer a 15 day enrollment period wherebyyou are able to cancel at no cost to yourself before the plan takeseffect.I apologize for any miscommunication, but I do appreciate your feedbackand we will be passing along these coaching opportunities to correct thepoor treatment that you received. I see now that your ASP is cancelledback to the enrollment date, so you will be receiving the 24.98$ that waspaid at your next billing cycle. Thank you, and let me know if you haveany further questions.[redacted]Tech Assistant IIIC: ###-###-####Closed complaint 1/6/2017
[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]
Dates of service: 08/06/2014 – Present Mr. [redacted] had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering, We installed a new meter at the home. After the adjustment, the account had a total balance of...
$271.03. The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account: - Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing. Mr. [redacted] requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015. 02/16/2016 09:37:13 [redacted] W. [redacted] (BW[redacted]) I left a message for Mr. [redacted] on 02/16/2016 at 9:45 AM, 02/18/2016 13:50:15 [redacted] W. [redacted] (BW[redacted]) The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. [redacted] on 02/18/2016 at 2:23 PM, 02/19/2016 06:21:52 [redacted] W. [redacted] (BW[redacted]) 12 Month Payment History Date Amount 03/30/15 $207.68 04/21/15 $157.11 05/18/15 $110.62 06/10/15 $78.37 07/20/15 $71.51 08/25/15 $29.34 09/15/15 $27.47 12/15/15 $165.00 01/19/16 $165.00 I have sent the following letter to Mr. [redacted] on 02/19/2016: February 19, 2016 Dear Mr. [redacted], I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Revdex.com. I understand your inquiry is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling. Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the Michigan Public Service Commission. The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll you on the Budget Plan, we will need to have your account paid up to date. This amount is lower than the $436.03 bill you received to get you caught back up on the Budget Plan. All payments made to the account have been credited to your account. Please let me assure you that no money has been lost. We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####. Our best wishes to you. Have a great day. Thank you, [redacted] Customer Care Representative [redacted].[redacted]@cmsenergy.com cc Eastern Revdex.com
05/31/2017 16:12:21 EST [redacted] N. [redacted] (EN[redacted] B [redacted] / 1053[redacted] RD SAGINAW MI 48604-15545/31/17-I called 7[redacted] and reached a voicemail for [redacted].I left a message letting her know that I was reviewing the account andwould follow up. I also left my direct dial...
number and office hours forher to contact me back.06/06/2017 09:24:24 EST [redacted] N. [redacted] (EN[redacted])I reviewed the account and found the following:-Customer started service in May 2016 and in February 2017 enrolled on thebudget plan program-We had to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan program-In order to enroll on the program the account should be at a zerobalance. Instead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan year. The new budget amount for2017-2018 would be $265 per month and this is based on the prior 12 monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, 2017[redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr. [redacted],I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frame. This program runs from June until May and is calculatedbased on the prior 12 months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thannormal amount being owed which is what has happened in this case. It ismost beneficial after having lived at location for more than 12 months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-2018 plan year would be $265 per month. If you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely,[redacted]Customer Care RepresentativeCOMPLAINT CLOSED 6/6/17
10/03/2016 11:20:13 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------------...⇄ # [redacted], MI 48655-1016CA# 2211------------------------------------------------------------------------Serv...⇄ Dates: 05/24/2014 to...
PresentTotal account balance: $906.90The total account balance consists of $158.09 in current charges and$748.81 in past due charges12 Month Payment HistoryDate Amount10/14/2015 $440.0010/17/2015 $100.0011/14/2015 $160.0012/26/2015 $346.0001/23/2016 $346.0003/05/2016 $346.0004/18/2016 $612.0005/18/2016 $209.0006/09/2016 $425.0006/18/2016 $200.0007/14/2016 $150.0007/26/2016 $190.0009/12/2016 $209.00DunningDate Status08/12/2016 Mail turn-off notice08/16/2016 Mid-cycle call-completed09/29/2016 Turn-off call- completedArrangement HistoryPlanSPP 04/04/2016 Removed for non-payment on 5/31/2016IP 06/13/2016 Canceled for non-payment on 07/07/2016IP 07/18/2016 Canceled for non-payment on 08/11/2016SPP 08/29/2016 Enrollment not completed # complete DP not receivedSPP 09/14/2016 Enrollment not completed # DP not receivedSPP # Shut-off Protection PlanIP # Installment PlanDP # Down PaymentHold HistoryDates Type08/17/16-08/26/16 Payment Pending08/29/16-09/12/16 SPP Request09/12/16-09/19/16 Payment Pending09/14/16-09/28/16 SPP RequestOn 10/03/2016 at 8:51 AM the account was noted by a contact centerrepresentative that an additional Installment Plan has been agreed to, forsix payments at $152.00 due on 10/08/16,10/22/2016, 11/05/2016,11/19/2016, 12/03,2016, 12/24/2016.I ensured that the arrangement was set up as an active arrangementOn 10/03/2016 at 11:18 AM I called ###-###-#### and left a voice messageproving my name and phone number for contact.10/04/2016 13:01:05 [redacted] I [redacted] (EIHALLEN)On 10/04/2016 at 12:32 PM I called ###-###-#### and spoke with Shelly[redacted]. I explained that I was calling as a follow up because I receivedher inquiry after the arrangement was made on the account. Ms. [redacted]expressed some concerns regarding the affordability of the bi-weeklypayments of $152.00. Together we reviewed her payment history and therecent arrangement requests on the account; I offered to adjust theinstallment plan to monthly increments. Together we agreed to monthlypayments on the 15th of each month beginning 10/15/2016 and ending03/15/2017. Ms. [redacted] is aware that these payments are in addition toany new charges assessed. We discussed consumption and I explained thedifferent energy efficiency resources available on our website athttps://new.consumersenergy.com/residential/save-money-and-energy. Ms.[redacted] thanked me for my help and the information.Complaint closed 10/4/2016Tell us why here...
[redacted] A [redacted] MI 48653-9076FIELD INVESTIGATION RESULTS:When arrived to the meter, I found that the seal was missing off the latchand there was visible damage to the right side of the cover, wear theprevious side lock was ripped or pried off. I took off the meter andfound...
the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four blades. It appeared that there wasno tampering to the meter or socket itself. With having multiple theftinvestigations and how high the bill is, I removed the meter with a readof 56512 and put a pie plate in socket. I secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,409.64 for turn on = $13,621.09 UA/DA [redacted]917 + 206.00 UAU +50.00 reconnection fee + 300.00 security deposit + 232.55 invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY:[redacted] returned my call @ 1118 AMHe states that he did sell the house to [redacted] and [redacted].He states that they just happen to have the same last name. He states theyare NOT family members and that he does NOT know who they are. He statesthat his son [redacted] is in the process of moving out. He wants the serviceon in his name or his wife's.Son needs power to clean.I advised him that the service will NOT be turned on for anybody at thispoint. Once his son moves out and the house is vacant he is to call meback and I will schedule a walk through to ensure that the property isvacant then if we can we will turn the service on for the new party.CUSTOMER CONTACTS:DATE: 6-6-16SUMMARY:I returned call to [redacted] on [redacted] @ 1143amHe said that he is moving to Bay City, he states that he received anautomated call stating that he was past due 213.00 and wanted to know ifhe paid that can he get services turned on.SUMMARY:[redacted] called from [redacted]States the property is vacant and asked for an appointment for aI have reviewed the Experian reports for [redacted],[redacted] & [redacted]. I cannot place [redacted] at thisaddress or at any other address with [redacted] or [redacted].Cannot place any connections between [redacted] or his fiancée [redacted] to[redacted] or [redacted], or [redacted] via Facebook.06/28/2016 14:57:04 [redacted] A. [redacted])I had sent [redacted] an email to let him know I was working on this for him.He replied with the following:"Thank you for contacting me. If it would expedite things, I can scan ande-mail those documents to you.I was not aware that any type of clearance would be needed in order to getthe power turned on or I would have done this sooner. We were not evensure which date we would be getting occupancy. I thought I was going tohave to file eviction papers to get the previous occupant to leave. Theseller's listed the home for sale while they still had a family memberliving there that I was not aware of. Shortly after closing but beforewe got occupancy, occupancy was set for 60 days after closing per ourpurchase agreement, I was informed the power was shut off on their familymember .The seller's were supposed to have power turned back on beforegiving us occupancy which they never did.Thank you for all you help and getting the power turned on as soon aspossible. I really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soon. If there is anything else you need from me, please let meknow ASAP"I responded, asking him to send me a copy of the mortgage paperwork sinceI couldn't get theft to send it to me. He responded with a copy for me.After speaking with the Theft supervisor, and having the copy of themortgage paperwork, we were able to verify that [redacted] was indeed the newhome owner with no connection to the previous home owner.I placed an order to turn on service, called and spoke to dispatch to getthe order put on today's schedule, and sent [redacted] an email, advising himthat the service was approved and will be turned on today.COMPLAINT CLOSED 06/28/16
[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 resolution. Please type details here:]
Regards,
As stated I did not tamper with anything and im not responsible for these alleged charges I recived nothing other then what I paid for I paid my bill not always on time but it was paid I dont know who tampered with said meter but it was not me and I will not pay for something I did not recive or do im guilty of nothing at all
[redacted]
[redacted] R [redacted] Jr. / [redacted]Dates of Service: 06/09/2016 - PresentI spoke with Mr. [redacted] on 06/09/2016 at 4:00 PM. I let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/2016...
10:21:21 [redacted] W. [redacted] (BW[redacted])Mr. [redacted] called me on 06/10/2016 at 10:15 AM. I informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeowner. Ilet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/2016 12:10:24 [redacted] W. [redacted] (BW[redacted])Information received from the Credit department:[redacted] (phone #[redacted])/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted]Jr. I verified [redacted] Jr. is the legal tenant and resident heresince 10/13/14. There is no stipulation for sub-letting on the lease. Mr.[redacted] doesn't know who [redacted] Jr. (previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/2016. He is aware he is responsible for debtunder previous customer [redacted] Jr. [redacted] has not providedsupporting legal documentation for sub-let. He was the legal tenant andliving in the home during the time Mr. [redacted] service. I agreed to turnon service for $1000.00 towards debt and a $50 reconnect fee. I alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr. [redacted] andMr. [redacted]. Mr. [redacted] shows this address ([redacted]) as hisbest address since December 2014. This address report only shows him atthis address for the time period of December 2014 to May 2016.Timeline of Events10/13/14 - Mr. [redacted] requested service in his name. He left a $790.60balance unpaid from this account.08/29/15 - [redacted] requested service in his name, online.Four payments were made to Mr. [redacted]'s account, 2 werereturned. The 2 applied payments totaled $118.00.05/13/16 - Mr. [redacted] requested service in his name, but the move-in wasblocked due to him owing a previous balance of $790.60.05/17/16 - Mr. [redacted] paid the $790.60 balance required to place serviceinto his name. There was no further contact from Mr. [redacted] until theservice was turned off.06/09/16 - Electric service was turned off in Mr. [redacted]'s name.Notes from Contact Center Rep on 06/09/2016:Mr. [redacted]'s ex-wife stated she would pay the other person's ([redacted] Jr) entire bill to get the service turned back on, even if it was5,000.00. She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] address,no utility bills. She stated he and ex split up and he moved out, at thattime a web move-in was requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] today. He is aware he is responsible for the debt underprevious customer [redacted] JR. [redacted] has no supporting legaldocumentation to sub-let the home. He was also the legal tenant at thistime.I agreed to turn on services for $1000.00 towards the debt under [redacted], ($2196.23) name plus a $50.00 reconnection fee. I agreed towaive the security deposit and investigation cost.I attempted to reach Mr. [redacted] on 06/10/2016 at 1:34 PM. I spoke withhis sister that said he would be back later today. I informed her I wouldtry to call back then.Mr. [redacted] paid the $1050.00 for reconnection on 06/10/2016. His serviceas restored the same day by 2 PM.06/14/2016 14:42:09 [redacted] W. [redacted] (BW[redacted])06/14/2016 16:05:34 [redacted] W. [redacted] (BW[redacted])Additional information: The balance on Mr. [redacted] account has beentransferred to Mr. [redacted]'s account.I've sent the following email to Mr. [redacted] for closure on 06/14/2016, atemail address [redacted].[redacted][email protected]:Good afternoon Mr. [redacted],I#m writing this as a follow-up to the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June 10 after making a payment of$1050.00. This leaves your total balance owing at $1196.23. We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-1. While speaking with them you should also ask about theHome Heating Credit. Both of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####[redacted].[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here...
01/28/2015 10:54:47 [redacted] (BWMORGAN)
Remarked account
Notes from Social Media Complaint filed by Ms. [redacted] on with the same
concerns:
I spoke with Ms. [redacted] on 01/28/2015 at 8:58 AM. I apologized for the
frustration she has encountered and let her know that I would be looking
into...
her complaint further. I also let her know that I will try to
expedite her service reconnection.
I spoke with dispatch at 9:00 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.
01/29/2015 12:10:51 [redacted] (BWMORGAN)
I spoke with [redacted] at Clinton Manor Apartments on 01/29/2015 at 12:00 PM.
She informed me that Ms. [redacted] moved out of the [redacted] address (acct
[redacted]) on 10/28/2014. She also accepted responsibility, on the
apartment complex's behalf, to place service in the Apartment's name from
10/29/2014 - 01/02/2015.
I have sent the following email to the Customer Bill [redacted] on 01/29/2015:
I verified with [redacted] at Clint Manor Apts. that Ms. [redacted] (acct.
[redacted]) moved out on 10/28/2014. [redacted] also agreed to have the
apt complex take responsibility for the service at the address shown below
from 10/29/2014 # 01/02/2015, when the new tenant moved in. Could 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?
02/02/2015 09:02:51 [redacted] (BWMORGAN)
Customer Billing completed the move-out date changes for Ms. [redacted].
02/02/2015 11:56:55 [redacted] (BWMORGAN)
Account # [redacted] at the [redacted] address now has a move-out date
of 10/28/2014. The previous final bill for this account was $169.67.
After the move-out date was adjusted, the new final bill is $38.06.
I left a message for Ms. [redacted] on 02/02/2015 at 12:03 PM, at phone number
[redacted].
02/03/2015 16:23:17 [redacted] (BWMORGAN)
I have sent the following email to Ms. [redacted] at email address
[redacted]
Dear Ms. [redacted],
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 off. I#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 10/28/2014. I spoke with
[redacted] in the office of the apartment complex who verified the date you
moved out as of this date. The apartment complex accepted responsibility
for the usage as of 10/29/2014. The new and lower final bill amount for
this account is $38.06.
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 address. This step can
easily be overlooked with everything that someone has to worry about while
moving in or out of a new address. We 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 2:32 PM on 01/27/2015.
We could not guarantee that we could be out the same day because of the
time the order was placed. I show that your gas service was reconnected
on 01/28/2015 by 11:00 AM. The service at your current address was placed
into your name on 01/27/2015.
Consumers Energy is regulated by the Michigan Public Service Commission
(MPSC), who oversees all of the public utilities in Michigan. We 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 you. Have a great day.
Thank you,
Corporate complaint closed 2-3-2015
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
09/21/2016 10:17:01 [redacted] W. [redacted] (BW[redacted] R [redacted] / 7898 / [redacted]Dates of Service: Pre-July 2008 - PresentI left a message for Mrs. [redacted] on 09/21/2016 at 10:17 AM, at phone number###-###-####.We received a payment of $478.68 on 07/22/2016. There currently is acredit of $260.58...
on Mr. [redacted]'s account.09/21/2016 10:40:19 [redacted] W. [redacted] (BW[redacted])I spoke with [redacted] and he said this amount would have to be sentback in the form of a check because of how it was paid to us.09/22/2016 13:59:35 [redacted] W. [redacted] (BW[redacted])Mrs. [redacted] called me back on the morning of 09/22/2016.I offered to refund the whole payment and explained this would leave abalance owing. When she said that paying the balance owed after the fullpayment refund wasn't a problem, I suggested that we could simply refundher the credit sitting on the account ($260.58).She said that would be absolutely fine.While requesting the credit, I apologized for everything she had to gothrough to request a credit back.I let Mrs. [redacted] know that I would do everything I could to expedite thecredit refund. She was very thankful.After I was off the phone with her, I contacted [redacted] and [redacted] to havethe credit refunded. [redacted] emailed me back at 1:41 PM informing me therefund was approved. It should go out in the mail tomorrow.I have also provided this inquiry to [redacted] for follow-up with theContact Center Rep(s) that spoke with the customer. This complaint wasavoidable.Mrs. [redacted] said she spoke with a male when this first happened. Thatappears to be [redacted] on 07/25/2016.Corporate Complaint closed 09/22/2016 Tell us why here...
02/11/2015 16:53:24 [redacted] M. [redacted] (CMHERNAN)
I called customer this afternoon 02/11/2015 (approximately 12:30 -1PM) and
spoke to [redacted]. I apologized for not calling her sooner.
I was confused when reading her billing inquiry. She mentioned her home in
[redacted] but did not list the...
address. After speaking with customer, if I
understand correctly, I don't think there is a billing issue with [redacted]
home address (at [redacted]). I think she was just stating that she
closed her account at [redacted] 10/23/2014 and opened her account at
current address: [redacted]. [redacted] on 10/20/2014. She is receiving two
separate bills:
Account [redacted]
[redacted]
[redacted]
Electric Meter [redacted]
Account [redacted]
[redacted].
[redacted]
Gas Meter [redacted]
Ms. [redacted] is requesting one energy bill for the electric and gas service
(combined). I believe what may be confusing the customer is the "transfer
in" charges to accounts.
When electric and gas bill is combined, I will itemize for customer.
I sent an email to PO Box: Customer Billing requesting the energy accounts
is combined.
I attempted to make a follow up call this evening 02/11/2015 (4:31PM)
calling [redacted]. There was no answer. I left Ms. [redacted] a voicemail
to let her know I am waiting for our billing department to complete bill
combination.
02/19/2015 11:10:51 [redacted] M. [redacted] (CMHERNAN)
When talking to customer on 02/11/2015, I told customer that I would send
her itemizations of her energy accounts and request our billing department
combine her electric and gas accounts at [redacted]. [redacted]. When I
called her the next day 02/12/2015, I left another voicemail message. I am
going to send her billing information with a follow up letter today.
02/19/2015 11:58:10 [redacted] M. [redacted] (CMHERNAN)
February 19, 2015
Ms. [redacted]
[redacted].
[redacted], MI 48867-2034
Dear Ms. [redacted],
I am writing this letter as follow up to our telephone conversation on
February 11, 2015. We discussed your concern with you receiving separate
gas and electric invoices for your home at [redacted]reet [redacted].
You will be happy to know your gas and electric accounts were combined and
you will now receive one bill for both your gas and electricity. Your new
assigned account number is [redacted]672.
You also questioned the correctness of the account balance for your
previous energy account at [redacted]reet [redacted] that was transferred
to your current account at [redacted]reet [redacted]. Enclosed are
itemizations of your accounts for your review.
Account [redacted]026 [redacted]. [redacted] - Electric and Gas
Account [redacted]. [redacted] - Electric
Account [redacted]. [redacted] - Gas
Account [redacted]672 [redacted]. [redacted] - Electric and Gas
The Statement of Billings and Payments show month to month energy use,
costs and payments.
You mentioned in your inquiry you were having difficulty paying your bill.
I encourage you to seek assistance by first calling 2-1-1 a United Way
agency, to be connected with agencies that can help in your community.
For your reference, I have enclosed a brochure Get Help Paying Your Bill
that explains assistance programs. Consumers Energy also offers our
customers the Shutoff Protection Plan. To enroll requires a 10% down
payment of your total bill followed by eighteen budget payments to clear
your account.
I understand your concern with high bills and energy costs and would like
to assist you further. If you would like to discuss your monthly
appliance potential, extended payment arrangements or payment plans,
please don't hesitate to call me at ###-###-####.
Sincerely,
[redacted]
Customer Care Representative
cc: Eastern Revdex.com
02/19/2015 16:22:21 [redacted] M. [redacted] (CMHERNAN)
I Sent copy of itemizations to ECAC Corporate Office in Jackson.
CLOSING INQUIRY WITH MAILING OF FOLLOW UP LETTER 02/19/2015.
She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $122 by march 8 and $149 from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Account [redacted]335
[redacted]
Start Date 08/14/2014
Electric service was turned off for nonpayment today 04/24/2015 at 2:04PM.
I called customer this evening 04/24/2015 (5PM) and spoke to [redacted]. I reviewed previous arrangement she made with [redacted],...
customer care representative in March 2015. Representative agreed to enroll on shutoff protection plan if her $348 payment posts to account on 03/27/2015. This did not happen and collection resumed.
Mrs. [redacted] said she did not have the money to pay. Mrs. [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 $250 that she can pay on account. I explained that I could not create reconnect for that amount. Her total balance (which is now all past due) is $3,522.92. 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 04/27/2015. Mrs. [redacted] will be at work but [redacted] can call her husband [redacted] at same number ###-###-####.
04/27/2015 08:38:38 [redacted] N [redacted] (RNRICHAR)
DUNNING HISTORY:
Date: Action:
04/01/15 Turn off notice
04/09/15 Mid-cycle call - call not completed
04/10/15 Turn off call - call not completed
04/10/15 Intent to disconnect notice
04/24/15 Disconnected for non-payment
12-MONTH PAYMENT HISTORY
Date: Amount:
08/22/14 $258.00
10/20/14 $293.00
01/12/15 $50.00
02/05/15 $610.00
04/27/2015 09:49:12 [redacted] N [redacted] (RNRICHAR)
04/27/15 - Monday at 9:11 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 2-1-1 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 4 times since last October (10/31/14, 11/21/14, 12/08/14 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 $751.00 to the account, and the monthly amount of the plan would be $378.00. 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.
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted]
Dates of Service: 04/09/2012 - PresentDunning HistoryDate Action07/08/2016 Mailed Turn Off Notice07/12/2016 Mid Cycle Call Made07/15/2016 Mailed Intent to Disconnect08/08/2016 Service Disconnected12 Month Payment HistoryDate Payment08/28/2015...
$325.0009/25/2015 $10.0011/05/2015 $83.0012/21/2015 $220.0001/04/2016 $80.0001/05/2016 $80.0001/15/2016 $100.0001/29/2016 $90.0002/12/2016 $80.0003/11/2016 $265.0004/06/2016 $265.0005/24/2016 $265.0007/15/2016 $270.0008/08/2016 $1,078.05I contacted Ms. [redacted] at ###-###-#### on 08/09/2016 at 11:39 AM todiscuss her concerns regarding the recent disconnection of service.Although I was able to reach her, she told me that it was not a good timeand asked that I call back in a couple of hours. I told her that I wouldreach back out after 1:30 PM.08/11/2016 16:09:57 [redacted] C [redacted] (JCJOHNSO)I was unable to contact Ms. [redacted] back the same day, so I called heragain at ###-###-#### on 08/11/2016 at 4:13 PM and reached her voicemail.I left a message with my contact information and asked that she call mewhen she became available.08/12/2016 17:54:50 [redacted] C [redacted] (JCJOHNSO)- After reviewing her payment history and her active engagement on theaccount, I submitted a request to PO Box: Controls to waive both thesecurity deposit of $455.00 and reconnect fee of $50.00 from the account.I contacted Ms. [redacted] at ###-###-#### on 08/12/2016 at 1:46 PM andreached her voicemail. I left a message with my contact information andasked her to contact me to discuss her inquiry further. I also let herknow that I would be sending her a letter with additional details toresolve her concerns.I sent the following letter to Ms. [redacted] on 08/12/2016:[redacted]August 12, 2016[redacted], MI 48634-9522 Dear Mrs. [redacted],This letter is in response to the concern you have about the fees attachedto your recent reconnection of service. After we initially spoke on08/09/2016, I attempted to call you back on 08/11/2016 and 08/12/2016, butwas unable to make contact. I hope this letter addresses your concerns.After reviewing your account, I see that you've consistently made paymentsand have kept up on your payment plan for most part. Although we haverecord of two mailed notices and a phone call being made to inform you ofthe shut-off status on the account, I understand that you didn't receivethem and am unable to provide further insight as to what had occurred toprevent that from being communicated to you.In light of customer service and considering your payment history as wellas the significant payment made to restore service, I've agreed to reverseboth the security deposit of $455.00 as well as the reconnect fee of$50.00. The total amount of $505.00 will be credited back to your energyaccount, bringing your balance down to $34.23 due 08/17/2016. You willnot be rebilled for this, but you will see the reversed charges on yournext bill following the scheduled meter read on 08/23/2016. Your paymentof $34.23 can be sent with your existing invoice or paid however youprefer.If you have any questions or further concerns, please feel free to contactme. My direct line is ###-###-####.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.com[redacted]Customer concerns have been addressed.Complaint closed 08/12/2016
[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 reject the action cause there are a few things that were left out from consumers energy ([redacted]), first thing first I have a letter from October 16th 2016, NOT October 18th 2016. Second I went in personally on the Oct 13th to the battle Creek head quarters and give her my id, social card and my proof I own the house, and I was not told what paper to bring in when I received a call to bring that stuff in. (I got copy's which I will have to collect them up when I get home for proof.) The lady behind the desk told me if I revive mail in the next 5 days to disregard it due to the company has not received the faxed over info yet. I come home from work to no power and I immediately start to call consumers, I get someone to answer (don't member any names) and she tells me to hold while she transfers me so I go on hold and another lady answers and she puts me on hold for some investigation department and my call was dropped. I call right back and got someone else she don't explain nothing to me and my call was dropped again, so for two phone calls in a row on hold for ruffly 45 min I get no where. So I call again and get another lady to answer I asked for her manager and she did not get me one but she did answer some questions and I began to tell her I have a 6 month old baby girl and a 2 yr old son that both live in the house and need electric so I can provide heat and she said well I can transfer u and I said no im just gonna get sent to a voicemail and it's gonna say it's full and it will drop my call. So I asked for a direct number to call and she gave it to me, (810-760-3245 Flint investigation center) and I called it approximately 8 times in two days with nothing there but a voice mail. I go on to leave approximately 5 voicemails being pretty calm in my tone of voice just trying to figure stuff out and I receive no calls or return calls. I proceed to go into battle Creek office again and take more paper work and the faxed more over once again. When [redacted] called I told her I had questions before my electric was turned on and now I don't because I was at work and did not have time to talk to I asked her for her number which she gave me. Needless to say consumers has many of ppl working for that company and I gave them my number when I first signed up for electric and they instead of giving me a courtesy call saying her u gave us the wrong paper we need a different one the just turn my electric off and make my infants suffer. Consumers does not care about anyone or there kids they are just a money hungry business and I feel they need to take a few more steps and try helping the people they are supplying for instead of trying to screw everyone over. I don't feel there was any reason to turn our power off over one single paper. And I feel there customer care is very unorganized due to the fact no one had any answers for me and no one cares about the person with the problem; and my calls were dropped two times. Someone, somehow needs to correct consumers and make them have some answers for the public. Then need to realize infants can get all sorts of stuff from being cold and this was not bill related so it was an unprofessional choice to turn my power off over one single paper, I could relate if I kept ignoring them but I did NOT and this still happens. I guess like I've already said my biggest concern are my kids and now they both have a cold and I have no other places to stay while not having power. So consumers energy is very unprofessional in my opinion.
Regards,
[redacted]
01/15/2015 15:26:27 [redacted] (RGESCUTI)
On January 15, 2014 at 3:27 PM I called phone number [redacted] and left
a message for [redacted] to contact me back. I left my direct phone
number and toll free number with my extension.
01/20/2015 15:50:19 [redacted]...
(RGESCUTI)
Account number: [redacted]
[redacted]
[redacted]
[redacted]
Dates of Service: 05/14/11 to current
Total Amount Due: $218.55
Shut off notice History:
11/01/14 Shut off notice mailed for $208.66
11/07/14 attempt to enroll on spp
11/13/14 phone call completed
11/22/14 attempt to enroll on spp
12/31/14 intent to disconnect mailed
12/31/14 payment plan set up on automated system(IVR)
On December 8, 2014 customer service placed a manual hold for [redacted]
to pay the full balance of $290.08 by December 27, 2014.
On December 20, 2014 [redacted] called Consumers Energy asking for four
additional days. The additional time was denied. Customer 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:
04/14/14 default $61.00
On December 31, 2015 [redacted] went through the automated phone system
and set up a payment arrangement of the following:
01/05/15 $145.03
01/19/15 $48.35
02/02/15 $48.35
02/16/15 $48.35
Payment History:
01/06/14 $50.00
02/10/14 $135.00
05/05/14 $394.60
01/09/15 $145.00
On January 20, 2015 at 3:43 PM I spoke to [redacted]. She said customer
service was not helpful at all. She 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 time. She
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 service. I told [redacted]
[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 now. She said she doesn't need the Shut Off
Protection Plan at this time. I gave [redacted] my direct phone number
in case she has any further concerns.
Additional Notes:
SAP shows [redacted] attempted to enroll on SPP 6 times with 1 default.
The SPP amount would be $47.00 if enrolled today. [redacted] said she
does not want to enroll on the program at this time.
02/14/2017 09:45:30 EST [redacted] A. [redacted] ([redacted] G [redacted]CA# 3646[redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/12 - present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/2017 15:59:06 EST [redacted] A. [redacted] ([redacted])4:00 pm - I...
called ###-###-#### and got voicemail. I left a message withmy contact information requesting a call back.02/17/2017 11:22:08 EST [redacted] A. [redacted] ([redacted])The customer had not contacted us to set up service/billing in his namefor the natural gas service at this address. The previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved in. The owner provided us with Mr. [redacted]'s information.The investigator was not aware that we were only able to bill the customerfor 1 year of service from the date of discovery (Dec. 15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr. [redacted] is only responsible forservice from December 15, 2016 and that $3611.43 should be removed fromthe current balance, leaving a balance of $1149.25 as his responsibility.11:21 am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed. (I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $850.00 and he's contactingthe Salvation Army for help with the remainder.[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balance. He has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concerns. He thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/17
01/04/2017 10:34:56 EST [redacted] s [redacted] ([redacted] D [redacted] / 0201/ [redacted] BIG RAPIDSAssigned out to [redacted] in ASP1/4/2017 10:35am spoke with Mr. [redacted], made him aware that his concern hasbeen received and ASP will follow up ASAP.01/06/2017 12:36:42 EST [redacted] s [redacted]...
([redacted] had forwarded this onto to [redacted] for resolutionI received the following response from [redacted]Good morning #I left a message with Mr. [redacted] and sent him the below e-mail. Both callswere reviewed and will be addressed. The supervisors of both the SolutionsCenter CSR and the outbound sales representative have been made aware ofthe concerns that the customer has provided. Thank you.[redacted]Tech Assistant IIIC: ###-###-####EMAIL -Sent: Friday, January 06, 2017 12:21 PMTo: '[redacted]@gmail.com'Subject: Regarding your concern with the Appliance Service Plan enrollmentMr. [redacted] #I received your concern about the enrollment process and customer servicethat you received when you contact us at the call center. I apologize thatyou were treated poorly by our phone agent, that call has been monitoredand the agent#s supervisor will be taking corrective action to ensure thatyour experience is not repeated.Regarding the conversation about the utilities and the enrollment # wehave reviewed that call as well and neither I, nor the supervisor of theagent who processed the enrollment was able to identify any commitment tofree utilities. We did hear the agent offer a free month#s service. Thatfree month would have been the following month of your service. As far asthe ten days is concerned, we do offer a 15 day enrollment period wherebyyou are able to cancel at no cost to yourself before the plan takeseffect.I apologize for any miscommunication, but I do appreciate your feedbackand we will be passing along these coaching opportunities to correct thepoor treatment that you received. I see now that your ASP is cancelledback to the enrollment date, so you will be receiving the 24.98$ that waspaid at your next billing cycle. Thank you, and let me know if you haveany further questions.[redacted]Tech Assistant IIIC: ###-###-####Closed complaint 1/6/2017
[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]
Dates of service: 08/06/2014 – Present Mr. [redacted] had a Non-registering Electric Meter. We investigated the electric meter on 10/06/2015 and when it was found to be non-registering, We installed a new meter at the home. After the adjustment, the account had a total balance of...
$271.03. The usage from the non-registering time-frame was billed on 10/27/2015 and included the following note on the account: - Rebilled non reg electric meter from 6/19/15 to 10/5/15 based on new meter use with 17.5 kilowatt hour use per day. If any questions please call ###-###-####, if transferring customer please warm transfer to Customer Billing. Mr. [redacted] requested enrollment on the Budget Plan, on 11/13/2015, After the catch-up bill was generated on 10/27/2015. 02/16/2016 09:37:13 [redacted] W. [redacted] (BW[redacted]) I left a message for Mr. [redacted] on 02/16/2016 at 9:45 AM, 02/18/2016 13:50:15 [redacted] W. [redacted] (BW[redacted]) The highest amount the bill showed owing was $436.03 due to the account being rebilled and a few months where no payment was necessary. I left a message for Mr. [redacted] on 02/18/2016 at 2:23 PM, 02/19/2016 06:21:52 [redacted] W. [redacted] (BW[redacted]) 12 Month Payment History Date Amount 03/30/15 $207.68 04/21/15 $157.11 05/18/15 $110.62 06/10/15 $78.37 07/20/15 $71.51 08/25/15 $29.34 09/15/15 $27.47 12/15/15 $165.00 01/19/16 $165.00 I have sent the following letter to Mr. [redacted] on 02/19/2016: February 19, 2016 Dear Mr. [redacted], I'm pleased to tell you we've had a chance to look into your inquiry placed with the Eastern Revdex.com. I understand your inquiry is regarding a non-registering meter. I’m truly sorry the meter at your home stopped working properly. I can understand how receiving a bill like this would be unsettling. Your electric meter failed to register usage around June 19, 2015. After investigating the meter on October 6, 2015, we verified the meter wasn't registering your electric usage. Then we rebilled the account on October 27, 2015, based off the electric use per day from the date the new meter was installed. The dates we rebilled the account were June 19, 2015 to October 5, 2015. This rebilling was completed under the guidelines of the Michigan Public Service Commission. The account was setup on the Budget Plan and with the rebilling of the account, we required Budget Plan Payments for the two months payments weren't made to the account, October and November, to be up to date on the Budget Plan. Your total balance owing on February 17 was $369.47. In order to enroll you on the Budget Plan, we will need to have your account paid up to date. This amount is lower than the $436.03 bill you received to get you caught back up on the Budget Plan. All payments made to the account have been credited to your account. Please let me assure you that no money has been lost. We would be glad to setup an installment plan to help you get caught back up with your account. We can break up the $369.47 into 6 equal monthly payments, to be paid along with your future bills. Setting up an installment plan will help to ensure your services are not turned off. I have placed a hold on your account for 14 days to await your reply. You may pay this balance in full, or setup a payment arrangement, if you'd like. Please give me a call if you have any questions. Here's my direct line, ###-###-####. Our best wishes to you. Have a great day. Thank you, [redacted] Customer Care Representative [redacted].[redacted]@cmsenergy.com cc Eastern Revdex.com
05/31/2017 16:12:21 EST [redacted] N. [redacted] (EN[redacted] B [redacted] / 1053[redacted] RD SAGINAW MI 48604-15545/31/17-I called 7[redacted] and reached a voicemail for [redacted].I left a message letting her know that I was reviewing the account andwould follow up. I also left my direct dial...
number and office hours forher to contact me back.06/06/2017 09:24:24 EST [redacted] N. [redacted] (EN[redacted])I reviewed the account and found the following:-Customer started service in May 2016 and in February 2017 enrolled on thebudget plan program-We had to adjust the December and January bill periods which resulted ina balance owing at the time of enrollment on the Budget plan program-In order to enroll on the program the account should be at a zerobalance. Instead the customer owed a balance of $664.26-Customer was enrolled for one bill cycle and then removed and aninstallment plan was set up on the account and the balance was paid infull-Customer is still eligible to enroll and now would be the correct time asit is the beginning of the new plan year. The new budget amount for2017-2018 would be $265 per month and this is based on the prior 12 monthsof usage-Still unable to reach the customer to further discuss the account, Mailedthe following letter for closure:June 6, 2017[redacted] Rd.Saginaw, MI 48604-1554Account Number: 1053Dear Mr. [redacted],I recently received an inquiry you placed with the Eastern Better BusinessBureau and have been unable to reach you by phone to discuss the matterfurther.On behalf of Consumers Energy let me first apologize for any confusion ormiscommunication that was caused regarding out Budget Plan program.The budget plan is designed to allow for equal monthly payments over a 12month time frame. This program runs from June until May and is calculatedbased on the prior 12 months of energy use.Enrolling outside of this timeframe and with less than a year#s worth ofenergy use on your account can cause for some confusion and a larger thannormal amount being owed which is what has happened in this case. It ismost beneficial after having lived at location for more than 12 months andenrolling at the start of plan year.Currently you are eligible for enrollment on the program and you monthlyamount for the 2017-2018 plan year would be $265 per month. If you areinterested in enrolling in the program or have any additional questionsplease feel free to contact me directly at ###-###-####.Sincerely,[redacted]Customer Care RepresentativeCOMPLAINT CLOSED 6/6/17
10/03/2016 11:20:13 [redacted] I [redacted] (EIHALLEN)----------------------------------------------------------------------...⇄ # [redacted], MI 48655-1016CA# 2211------------------------------------------------------------------------Serv...⇄ Dates: 05/24/2014 to...
PresentTotal account balance: $906.90The total account balance consists of $158.09 in current charges and$748.81 in past due charges12 Month Payment HistoryDate Amount10/14/2015 $440.0010/17/2015 $100.0011/14/2015 $160.0012/26/2015 $346.0001/23/2016 $346.0003/05/2016 $346.0004/18/2016 $612.0005/18/2016 $209.0006/09/2016 $425.0006/18/2016 $200.0007/14/2016 $150.0007/26/2016 $190.0009/12/2016 $209.00DunningDate Status08/12/2016 Mail turn-off notice08/16/2016 Mid-cycle call-completed09/29/2016 Turn-off call- completedArrangement HistoryPlanSPP 04/04/2016 Removed for non-payment on 5/31/2016IP 06/13/2016 Canceled for non-payment on 07/07/2016IP 07/18/2016 Canceled for non-payment on 08/11/2016SPP 08/29/2016 Enrollment not completed # complete DP not receivedSPP 09/14/2016 Enrollment not completed # DP not receivedSPP # Shut-off Protection PlanIP # Installment PlanDP # Down PaymentHold HistoryDates Type08/17/16-08/26/16 Payment Pending08/29/16-09/12/16 SPP Request09/12/16-09/19/16 Payment Pending09/14/16-09/28/16 SPP RequestOn 10/03/2016 at 8:51 AM the account was noted by a contact centerrepresentative that an additional Installment Plan has been agreed to, forsix payments at $152.00 due on 10/08/16,10/22/2016, 11/05/2016,11/19/2016, 12/03,2016, 12/24/2016.I ensured that the arrangement was set up as an active arrangementOn 10/03/2016 at 11:18 AM I called ###-###-#### and left a voice messageproving my name and phone number for contact.10/04/2016 13:01:05 [redacted] I [redacted] (EIHALLEN)On 10/04/2016 at 12:32 PM I called ###-###-#### and spoke with Shelly[redacted]. I explained that I was calling as a follow up because I receivedher inquiry after the arrangement was made on the account. Ms. [redacted]expressed some concerns regarding the affordability of the bi-weeklypayments of $152.00. Together we reviewed her payment history and therecent arrangement requests on the account; I offered to adjust theinstallment plan to monthly increments. Together we agreed to monthlypayments on the 15th of each month beginning 10/15/2016 and ending03/15/2017. Ms. [redacted] is aware that these payments are in addition toany new charges assessed. We discussed consumption and I explained thedifferent energy efficiency resources available on our website athttps://new.consumersenergy.com/residential/save-money-and-energy. Ms.[redacted] thanked me for my help and the information.Complaint closed 10/4/2016Tell us why here...
[redacted] A [redacted] MI 48653-9076FIELD INVESTIGATION RESULTS:When arrived to the meter, I found that the seal was missing off the latchand there was visible damage to the right side of the cover, wear theprevious side lock was ripped or pried off. I took off the meter andfound...
the disconnect sleeves were off the load side blades and missing.There was excessive wear on all four blades. It appeared that there wasno tampering to the meter or socket itself. With having multiple theftinvestigations and how high the bill is, I removed the meter with a readof 56512 and put a pie plate in socket. I secured the cover with a sidelock and a new red seal on latch.BILLING INFORMATION:$14,409.64 for turn on = $13,621.09 UA/DA [redacted]917 + 206.00 UAU +50.00 reconnection fee + 300.00 security deposit + 232.55 invest cost ca CUSTOMER CONTACTS:DATE: 6-3-16SUMMARY:[redacted] returned my call @ 1118 AMHe states that he did sell the house to [redacted] and [redacted].He states that they just happen to have the same last name. He states theyare NOT family members and that he does NOT know who they are. He statesthat his son [redacted] is in the process of moving out. He wants the serviceon in his name or his wife's.Son needs power to clean.I advised him that the service will NOT be turned on for anybody at thispoint. Once his son moves out and the house is vacant he is to call meback and I will schedule a walk through to ensure that the property isvacant then if we can we will turn the service on for the new party.CUSTOMER CONTACTS:DATE: 6-6-16SUMMARY:I returned call to [redacted] on [redacted] @ 1143amHe said that he is moving to Bay City, he states that he received anautomated call stating that he was past due 213.00 and wanted to know ifhe paid that can he get services turned on.SUMMARY:[redacted] called from [redacted]States the property is vacant and asked for an appointment for aI have reviewed the Experian reports for [redacted],[redacted] & [redacted]. I cannot place [redacted] at thisaddress or at any other address with [redacted] or [redacted].Cannot place any connections between [redacted] or his fiancée [redacted] to[redacted] or [redacted], or [redacted] via Facebook.06/28/2016 14:57:04 [redacted] A. [redacted])I had sent [redacted] an email to let him know I was working on this for him.He replied with the following:"Thank you for contacting me. If it would expedite things, I can scan ande-mail those documents to you.I was not aware that any type of clearance would be needed in order to getthe power turned on or I would have done this sooner. We were not evensure which date we would be getting occupancy. I thought I was going tohave to file eviction papers to get the previous occupant to leave. Theseller's listed the home for sale while they still had a family memberliving there that I was not aware of. Shortly after closing but beforewe got occupancy, occupancy was set for 60 days after closing per ourpurchase agreement, I was informed the power was shut off on their familymember .The seller's were supposed to have power turned back on beforegiving us occupancy which they never did.Thank you for all you help and getting the power turned on as soon aspossible. I really do appreciate your help!! This has just been onenightmare after another in regards to purchasing this home and I want itto end soon. If there is anything else you need from me, please let meknow ASAP"I responded, asking him to send me a copy of the mortgage paperwork sinceI couldn't get theft to send it to me. He responded with a copy for me.After speaking with the Theft supervisor, and having the copy of themortgage paperwork, we were able to verify that [redacted] was indeed the newhome owner with no connection to the previous home owner.I placed an order to turn on service, called and spoke to dispatch to getthe order put on today's schedule, and sent [redacted] an email, advising himthat the service was approved and will be turned on today.COMPLAINT CLOSED 06/28/16
[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 resolution. Please type details here:]
Regards,
As stated I did not tamper with anything and im not responsible for these alleged charges I recived nothing other then what I paid for I paid my bill not always on time but it was paid I dont know who tampered with said meter but it was not me and I will not pay for something I did not recive or do im guilty of nothing at all
[redacted]
[redacted] R [redacted] Jr. / [redacted]Dates of Service: 06/09/2016 - PresentI spoke with Mr. [redacted] on 06/09/2016 at 4:00 PM. I let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/2016...
10:21:21 [redacted] W. [redacted] (BW[redacted])Mr. [redacted] called me on 06/10/2016 at 10:15 AM. I informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeowner. Ilet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/2016 12:10:24 [redacted] W. [redacted] (BW[redacted])Information received from the Credit department:[redacted] (phone #[redacted])/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted]Jr. I verified [redacted] Jr. is the legal tenant and resident heresince 10/13/14. There is no stipulation for sub-letting on the lease. Mr.[redacted] doesn't know who [redacted] Jr. (previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/2016. He is aware he is responsible for debtunder previous customer [redacted] Jr. [redacted] has not providedsupporting legal documentation for sub-let. He was the legal tenant andliving in the home during the time Mr. [redacted] service. I agreed to turnon service for $1000.00 towards debt and a $50 reconnect fee. I alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr. [redacted] andMr. [redacted]. Mr. [redacted] shows this address ([redacted]) as hisbest address since December 2014. This address report only shows him atthis address for the time period of December 2014 to May 2016.Timeline of Events10/13/14 - Mr. [redacted] requested service in his name. He left a $790.60balance unpaid from this account.08/29/15 - [redacted] requested service in his name, online.Four payments were made to Mr. [redacted]'s account, 2 werereturned. The 2 applied payments totaled $118.00.05/13/16 - Mr. [redacted] requested service in his name, but the move-in wasblocked due to him owing a previous balance of $790.60.05/17/16 - Mr. [redacted] paid the $790.60 balance required to place serviceinto his name. There was no further contact from Mr. [redacted] until theservice was turned off.06/09/16 - Electric service was turned off in Mr. [redacted]'s name.Notes from Contact Center Rep on 06/09/2016:Mr. [redacted]'s ex-wife stated she would pay the other person's ([redacted] Jr) entire bill to get the service turned back on, even if it was5,000.00. She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] address,no utility bills. She stated he and ex split up and he moved out, at thattime a web move-in was requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] today. He is aware he is responsible for the debt underprevious customer [redacted] JR. [redacted] has no supporting legaldocumentation to sub-let the home. He was also the legal tenant at thistime.I agreed to turn on services for $1000.00 towards the debt under [redacted], ($2196.23) name plus a $50.00 reconnection fee. I agreed towaive the security deposit and investigation cost.I attempted to reach Mr. [redacted] on 06/10/2016 at 1:34 PM. I spoke withhis sister that said he would be back later today. I informed her I wouldtry to call back then.Mr. [redacted] paid the $1050.00 for reconnection on 06/10/2016. His serviceas restored the same day by 2 PM.06/14/2016 14:42:09 [redacted] W. [redacted] (BW[redacted])06/14/2016 16:05:34 [redacted] W. [redacted] (BW[redacted])Additional information: The balance on Mr. [redacted] account has beentransferred to Mr. [redacted]'s account.I've sent the following email to Mr. [redacted] for closure on 06/14/2016, atemail address [redacted].[redacted][email protected]:Good afternoon Mr. [redacted],I#m writing this as a follow-up to the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June 10 after making a payment of$1050.00. This leaves your total balance owing at $1196.23. We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-1. While speaking with them you should also ask about theHome Heating Credit. Both of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####[redacted].[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here...
01/28/2015 10:54:47 [redacted] (BWMORGAN)
Remarked account
Notes from Social Media Complaint filed by Ms. [redacted] on with the same
concerns:
I spoke with Ms. [redacted] on 01/28/2015 at 8:58 AM. I apologized for the
frustration she has encountered and let her know that I would be looking
into...
her complaint further. I also let her know that I will try to
expedite her service reconnection.
I spoke with dispatch at 9:00 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.
01/29/2015 12:10:51 [redacted] (BWMORGAN)
I spoke with [redacted] at Clinton Manor Apartments on 01/29/2015 at 12:00 PM.
She informed me that Ms. [redacted] moved out of the [redacted] address (acct
[redacted]) on 10/28/2014. She also accepted responsibility, on the
apartment complex's behalf, to place service in the Apartment's name from
10/29/2014 - 01/02/2015.
I have sent the following email to the Customer Bill [redacted] on 01/29/2015:
I verified with [redacted] at Clint Manor Apts. that Ms. [redacted] (acct.
[redacted]) moved out on 10/28/2014. [redacted] also agreed to have the
apt complex take responsibility for the service at the address shown below
from 10/29/2014 # 01/02/2015, when the new tenant moved in. Could 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?
02/02/2015 09:02:51 [redacted] (BWMORGAN)
Customer Billing completed the move-out date changes for Ms. [redacted].
02/02/2015 11:56:55 [redacted] (BWMORGAN)
Account # [redacted] at the [redacted] address now has a move-out date
of 10/28/2014. The previous final bill for this account was $169.67.
After the move-out date was adjusted, the new final bill is $38.06.
I left a message for Ms. [redacted] on 02/02/2015 at 12:03 PM, at phone number
[redacted].
02/03/2015 16:23:17 [redacted] (BWMORGAN)
I have sent the following email to Ms. [redacted] at email address
[redacted]
Dear Ms. [redacted],
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 off. I#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 10/28/2014. I spoke with
[redacted] in the office of the apartment complex who verified the date you
moved out as of this date. The apartment complex accepted responsibility
for the usage as of 10/29/2014. The new and lower final bill amount for
this account is $38.06.
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 address. This step can
easily be overlooked with everything that someone has to worry about while
moving in or out of a new address. We 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 2:32 PM on 01/27/2015.
We could not guarantee that we could be out the same day because of the
time the order was placed. I show that your gas service was reconnected
on 01/28/2015 by 11:00 AM. The service at your current address was placed
into your name on 01/27/2015.
Consumers Energy is regulated by the Michigan Public Service Commission
(MPSC), who oversees all of the public utilities in Michigan. We 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 you. Have a great day.
Thank you,
Corporate complaint closed 2-3-2015
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
09/21/2016 10:17:01 [redacted] W. [redacted] (BW[redacted] R [redacted] / 7898 / [redacted]Dates of Service: Pre-July 2008 - PresentI left a message for Mrs. [redacted] on 09/21/2016 at 10:17 AM, at phone number###-###-####.We received a payment of $478.68 on 07/22/2016. There currently is acredit of $260.58...
on Mr. [redacted]'s account.09/21/2016 10:40:19 [redacted] W. [redacted] (BW[redacted])I spoke with [redacted] and he said this amount would have to be sentback in the form of a check because of how it was paid to us.09/22/2016 13:59:35 [redacted] W. [redacted] (BW[redacted])Mrs. [redacted] called me back on the morning of 09/22/2016.I offered to refund the whole payment and explained this would leave abalance owing. When she said that paying the balance owed after the fullpayment refund wasn't a problem, I suggested that we could simply refundher the credit sitting on the account ($260.58).She said that would be absolutely fine.While requesting the credit, I apologized for everything she had to gothrough to request a credit back.I let Mrs. [redacted] know that I would do everything I could to expedite thecredit refund. She was very thankful.After I was off the phone with her, I contacted [redacted] and [redacted] to havethe credit refunded. [redacted] emailed me back at 1:41 PM informing me therefund was approved. It should go out in the mail tomorrow.I have also provided this inquiry to [redacted] for follow-up with theContact Center Rep(s) that spoke with the customer. This complaint wasavoidable.Mrs. [redacted] said she spoke with a male when this first happened. Thatappears to be [redacted] on 07/25/2016.Corporate Complaint closed 09/22/2016 Tell us why here...
02/11/2015 16:53:24 [redacted] M. [redacted] (CMHERNAN)
I called customer this afternoon 02/11/2015 (approximately 12:30 -1PM) and
spoke to [redacted]. I apologized for not calling her sooner.
I was confused when reading her billing inquiry. She mentioned her home in
[redacted] but did not list the...
address. After speaking with customer, if I
understand correctly, I don't think there is a billing issue with [redacted]
home address (at [redacted]). I think she was just stating that she
closed her account at [redacted] 10/23/2014 and opened her account at
current address: [redacted]. [redacted] on 10/20/2014. She is receiving two
separate bills:
Account [redacted]
[redacted]
[redacted]
Electric Meter [redacted]
Account [redacted]
[redacted].
[redacted]
Gas Meter [redacted]
Ms. [redacted] is requesting one energy bill for the electric and gas service
(combined). I believe what may be confusing the customer is the "transfer
in" charges to accounts.
When electric and gas bill is combined, I will itemize for customer.
I sent an email to PO Box: Customer Billing requesting the energy accounts
is combined.
I attempted to make a follow up call this evening 02/11/2015 (4:31PM)
calling [redacted]. There was no answer. I left Ms. [redacted] a voicemail
to let her know I am waiting for our billing department to complete bill
combination.
02/19/2015 11:10:51 [redacted] M. [redacted] (CMHERNAN)
When talking to customer on 02/11/2015, I told customer that I would send
her itemizations of her energy accounts and request our billing department
combine her electric and gas accounts at [redacted]. [redacted]. When I
called her the next day 02/12/2015, I left another voicemail message. I am
going to send her billing information with a follow up letter today.
02/19/2015 11:58:10 [redacted] M. [redacted] (CMHERNAN)
February 19, 2015
Ms. [redacted]
[redacted].
[redacted], MI 48867-2034
Dear Ms. [redacted],
I am writing this letter as follow up to our telephone conversation on
February 11, 2015. We discussed your concern with you receiving separate
gas and electric invoices for your home at [redacted]reet [redacted].
You will be happy to know your gas and electric accounts were combined and
you will now receive one bill for both your gas and electricity. Your new
assigned account number is [redacted]672.
You also questioned the correctness of the account balance for your
previous energy account at [redacted]reet [redacted] that was transferred
to your current account at [redacted]reet [redacted]. Enclosed are
itemizations of your accounts for your review.
Account [redacted]026 [redacted]. [redacted] - Electric and Gas
Account [redacted]. [redacted] - Electric
Account [redacted]. [redacted] - Gas
Account [redacted]672 [redacted]. [redacted] - Electric and Gas
The Statement of Billings and Payments show month to month energy use,
costs and payments.
You mentioned in your inquiry you were having difficulty paying your bill.
I encourage you to seek assistance by first calling 2-1-1 a United Way
agency, to be connected with agencies that can help in your community.
For your reference, I have enclosed a brochure Get Help Paying Your Bill
that explains assistance programs. Consumers Energy also offers our
customers the Shutoff Protection Plan. To enroll requires a 10% down
payment of your total bill followed by eighteen budget payments to clear
your account.
I understand your concern with high bills and energy costs and would like
to assist you further. If you would like to discuss your monthly
appliance potential, extended payment arrangements or payment plans,
please don't hesitate to call me at ###-###-####.
Sincerely,
[redacted]
Customer Care Representative
cc: Eastern Revdex.com
02/19/2015 16:22:21 [redacted] M. [redacted] (CMHERNAN)
I Sent copy of itemizations to ECAC Corporate Office in Jackson.
CLOSING INQUIRY WITH MAILING OF FOLLOW UP LETTER 02/19/2015.
She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $122 by march 8 and $149 from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Account [redacted]335
[redacted]
Start Date 08/14/2014
Electric service was turned off for nonpayment today 04/24/2015 at 2:04PM.
I called customer this evening 04/24/2015 (5PM) and spoke to [redacted]. I reviewed previous arrangement she made with [redacted],...
customer care representative in March 2015. Representative agreed to enroll on shutoff protection plan if her $348 payment posts to account on 03/27/2015. This did not happen and collection resumed.
Mrs. [redacted] said she did not have the money to pay. Mrs. [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 $250 that she can pay on account. I explained that I could not create reconnect for that amount. Her total balance (which is now all past due) is $3,522.92. 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 04/27/2015. Mrs. [redacted] will be at work but [redacted] can call her husband [redacted] at same number ###-###-####.
04/27/2015 08:38:38 [redacted] N [redacted] (RNRICHAR)
DUNNING HISTORY:
Date: Action:
04/01/15 Turn off notice
04/09/15 Mid-cycle call - call not completed
04/10/15 Turn off call - call not completed
04/10/15 Intent to disconnect notice
04/24/15 Disconnected for non-payment
12-MONTH PAYMENT HISTORY
Date: Amount:
08/22/14 $258.00
10/20/14 $293.00
01/12/15 $50.00
02/05/15 $610.00
04/27/2015 09:49:12 [redacted] N [redacted] (RNRICHAR)
04/27/15 - Monday at 9:11 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 2-1-1 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 4 times since last October (10/31/14, 11/21/14, 12/08/14 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 $751.00 to the account, and the monthly amount of the plan would be $378.00. 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.
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted]
Dates of Service: 04/09/2012 - PresentDunning HistoryDate Action07/08/2016 Mailed Turn Off Notice07/12/2016 Mid Cycle Call Made07/15/2016 Mailed Intent to Disconnect08/08/2016 Service Disconnected12 Month Payment HistoryDate Payment08/28/2015...
$325.0009/25/2015 $10.0011/05/2015 $83.0012/21/2015 $220.0001/04/2016 $80.0001/05/2016 $80.0001/15/2016 $100.0001/29/2016 $90.0002/12/2016 $80.0003/11/2016 $265.0004/06/2016 $265.0005/24/2016 $265.0007/15/2016 $270.0008/08/2016 $1,078.05I contacted Ms. [redacted] at ###-###-#### on 08/09/2016 at 11:39 AM todiscuss her concerns regarding the recent disconnection of service.Although I was able to reach her, she told me that it was not a good timeand asked that I call back in a couple of hours. I told her that I wouldreach back out after 1:30 PM.08/11/2016 16:09:57 [redacted] C [redacted] (JCJOHNSO)I was unable to contact Ms. [redacted] back the same day, so I called heragain at ###-###-#### on 08/11/2016 at 4:13 PM and reached her voicemail.I left a message with my contact information and asked that she call mewhen she became available.08/12/2016 17:54:50 [redacted] C [redacted] (JCJOHNSO)- After reviewing her payment history and her active engagement on theaccount, I submitted a request to PO Box: Controls to waive both thesecurity deposit of $455.00 and reconnect fee of $50.00 from the account.I contacted Ms. [redacted] at ###-###-#### on 08/12/2016 at 1:46 PM andreached her voicemail. I left a message with my contact information andasked her to contact me to discuss her inquiry further. I also let herknow that I would be sending her a letter with additional details toresolve her concerns.I sent the following letter to Ms. [redacted] on 08/12/2016:[redacted]August 12, 2016[redacted], MI 48634-9522 Dear Mrs. [redacted],This letter is in response to the concern you have about the fees attachedto your recent reconnection of service. After we initially spoke on08/09/2016, I attempted to call you back on 08/11/2016 and 08/12/2016, butwas unable to make contact. I hope this letter addresses your concerns.After reviewing your account, I see that you've consistently made paymentsand have kept up on your payment plan for most part. Although we haverecord of two mailed notices and a phone call being made to inform you ofthe shut-off status on the account, I understand that you didn't receivethem and am unable to provide further insight as to what had occurred toprevent that from being communicated to you.In light of customer service and considering your payment history as wellas the significant payment made to restore service, I've agreed to reverseboth the security deposit of $455.00 as well as the reconnect fee of$50.00. The total amount of $505.00 will be credited back to your energyaccount, bringing your balance down to $34.23 due 08/17/2016. You willnot be rebilled for this, but you will see the reversed charges on yournext bill following the scheduled meter read on 08/23/2016. Your paymentof $34.23 can be sent with your existing invoice or paid however youprefer.If you have any questions or further concerns, please feel free to contactme. My direct line is ###-###-####.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.com[redacted]Customer concerns have been addressed.Complaint closed 08/12/2016
[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 reject the action cause there are a few things that were left out from consumers energy ([redacted]), first thing first I have a letter from October 16th 2016, NOT October 18th 2016. Second I went in personally on the Oct 13th to the battle Creek head quarters and give her my id, social card and my proof I own the house, and I was not told what paper to bring in when I received a call to bring that stuff in. (I got copy's which I will have to collect them up when I get home for proof.) The lady behind the desk told me if I revive mail in the next 5 days to disregard it due to the company has not received the faxed over info yet. I come home from work to no power and I immediately start to call consumers, I get someone to answer (don't member any names) and she tells me to hold while she transfers me so I go on hold and another lady answers and she puts me on hold for some investigation department and my call was dropped. I call right back and got someone else she don't explain nothing to me and my call was dropped again, so for two phone calls in a row on hold for ruffly 45 min I get no where. So I call again and get another lady to answer I asked for her manager and she did not get me one but she did answer some questions and I began to tell her I have a 6 month old baby girl and a 2 yr old son that both live in the house and need electric so I can provide heat and she said well I can transfer u and I said no im just gonna get sent to a voicemail and it's gonna say it's full and it will drop my call. So I asked for a direct number to call and she gave it to me, (810-760-3245 Flint investigation center) and I called it approximately 8 times in two days with nothing there but a voice mail. I go on to leave approximately 5 voicemails being pretty calm in my tone of voice just trying to figure stuff out and I receive no calls or return calls. I proceed to go into battle Creek office again and take more paper work and the faxed more over once again. When [redacted] called I told her I had questions before my electric was turned on and now I don't because I was at work and did not have time to talk to I asked her for her number which she gave me. Needless to say consumers has many of ppl working for that company and I gave them my number when I first signed up for electric and they instead of giving me a courtesy call saying her u gave us the wrong paper we need a different one the just turn my electric off and make my infants suffer. Consumers does not care about anyone or there kids they are just a money hungry business and I feel they need to take a few more steps and try helping the people they are supplying for instead of trying to screw everyone over. I don't feel there was any reason to turn our power off over one single paper. And I feel there customer care is very unorganized due to the fact no one had any answers for me and no one cares about the person with the problem; and my calls were dropped two times. Someone, somehow needs to correct consumers and make them have some answers for the public. Then need to realize infants can get all sorts of stuff from being cold and this was not bill related so it was an unprofessional choice to turn my power off over one single paper, I could relate if I kept ignoring them but I did NOT and this still happens. I guess like I've already said my biggest concern are my kids and now they both have a cold and I have no other places to stay while not having power. So consumers energy is very unprofessional in my opinion.
Regards,
[redacted]
01/15/2015 15:26:27 [redacted] (RGESCUTI)
On January 15, 2014 at 3:27 PM I called phone number [redacted] and left
a message for [redacted] to contact me back. I left my direct phone
number and toll free number with my extension.
01/20/2015 15:50:19 [redacted]...
(RGESCUTI)
Account number: [redacted]
[redacted]
[redacted]
[redacted]
Dates of Service: 05/14/11 to current
Total Amount Due: $218.55
Shut off notice History:
11/01/14 Shut off notice mailed for $208.66
11/07/14 attempt to enroll on spp
11/13/14 phone call completed
11/22/14 attempt to enroll on spp
12/31/14 intent to disconnect mailed
12/31/14 payment plan set up on automated system(IVR)
On December 8, 2014 customer service placed a manual hold for [redacted]
to pay the full balance of $290.08 by December 27, 2014.
On December 20, 2014 [redacted] called Consumers Energy asking for four
additional days. The additional time was denied. Customer 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:
04/14/14 default $61.00
On December 31, 2015 [redacted] went through the automated phone system
and set up a payment arrangement of the following:
01/05/15 $145.03
01/19/15 $48.35
02/02/15 $48.35
02/16/15 $48.35
Payment History:
01/06/14 $50.00
02/10/14 $135.00
05/05/14 $394.60
01/09/15 $145.00
On January 20, 2015 at 3:43 PM I spoke to [redacted]. She said customer
service was not helpful at all. She 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 time. She
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 service. I told [redacted]
[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 now. She said she doesn't need the Shut Off
Protection Plan at this time. I gave [redacted] my direct phone number
in case she has any further concerns.
Additional Notes:
SAP shows [redacted] attempted to enroll on SPP 6 times with 1 default.
The SPP amount would be $47.00 if enrolled today. [redacted] said she
does not want to enroll on the program at this time.