01/08/2015 13:13:35 [redacted]
Account [redacted].
Westland
GAS METER [redacted]:
09/30/14 50 actual
10/29/14 68 estimate (no attempt)
11/29/14 92 estimate (no attempt)
01/02/15 312 actual (catch up bill)
2013 and 2014 BILLING...
COMPARISONS:
10/03/13 to 10/30/13 4.1 MCF $ 50.99
10/31/13 to 12/03/13 10.6 MCF $116.73
12/04/13 to 01/03/14 14.5 MCF $157.20
-----------------------------------------
TOTAL 29.2 MCF $324.92
10/01/14 to 10/29/14 1.8 MCF $ 33.14
10/30/14 to 11/29/14 2.4 MCF $ 40.39
11/30/14 to 01/02/15 22.0 MCF $281.21
------------------------------------------
TOTAL 26.2 MCF $354.74
I attempted to contact [redacted] this afternoon 01/08/15 (1:30PM)
by calling [redacted] There was no answer. I left a voicemail message.
01/09/2015 13:38:00 [redacted]
I made a second phone attempt to reach [redacted] this afternoon
01/09/15 (1:39PM). There was no answer. I left another voicemail message.
01/12/2015 11:55:01 [redacted] returned my phone call today 01/12/15 (1:44PM). He
apologized for not calling back sooner. He works the night shift.
I reviewed above account and meter reading information. There were two
consecutive estimated meter readings in November 2014 and December 2014.
When we obtained actual meter reading on 01/02/2015 it resulted in catch
up bill. When comparing gas usage in 2013-2014 to 2014-2015.....usage is
consistent for his home.
It is unfortunate the end result of the estimated bills was the catch up
bill. I could understand how it caught him by surprise.
I told customer that I would forward his concern to the meter reading
supervisor.
Even though I believe he used the natural gas.....in the interest of
customer relations, my supervisor authorized me to credit his account
$81.21.
[redacted] was pleased with resolution. He will call me directly if he
has further concerns.
CLOSING INQUIRY - 1/12/2015
[redacted] MI 49017-3221Dates of service: 03/17/14 - present.Estimated meter read history (12 month):July 2015 Not attemptedMarch 2016 DogApril 2016 DogMay 2016 DogJune 2016 Dog An actual reading was taken on 05/17/16 outside the regular monthly meterreads...
(Between the 1st and the 7th of the month).The billing is current with a zero balance.06/10/16: Customer requested call back from a supervisor:"Customer said there is always someone home during the day.She said if you knock on the side door by garage and they will allowaccess. She is upset that no one ever let her know there was a problem.She has a large catch up bill. $30.00 Amends is for her inconvenience."06/10/16: Email sent to Meter Reading supervisor.06/17/16: Call center supervisor attempted a call back to the customer butgot voicemail. Left a message with contact information.Billed usage Kwh (estimates vs. corrected bills)Month Estimated Corrected Last yrMarch 605 601 558April 384 526 387May 373 566 406June 264 512 33806I received the following email this morning from the customer:"Dear [redacted],When the meter reader manager called me, he proceeded to say thatthere was a policy in place in case of dog or not able to read the meter.He said that meter readers are suppose to leave a bright green card ondoor, to say what was going on. I never saw or received such notice ofany kind for over 3 months. So there fore my reason I want you to creditmy bill is still the same. I am not paying for someone else's mistakes, ifI didn't do my job I would be held accountable. I cant afford to pay forsomeone else's mistakes, it a hardship in itself. So I have not heard yetagain from anyone in over a week about crediting my bill.[redacted]
[redacted] MI. 49017"I have sent the following response to the customer via email:Dear Ms. [redacted],In reviewing your account, I found that your June bill, which wascorrected, shows that the amount you were billed was $80.52 and yourbilled total was $127.75. Based on this, the extra you were billed due tothe estimates was $47.23. Our Customer Service department issued you acredit of $30.00 which is 64% of that extra amount, and is about doublewhat is given in similar circumstances.We are sorry that our meter reader did not follow through on his/herresponsibility regarding leaving a post card for you. I understand it isfrustrating to receive a catch up bill because of those estimates. Ourmeter reading supervisor is aware of the situation and will be working toresolve it with his staff to prevent it from happening again. Based onthe credit already applied to your account, we will not be placing anyadditional credits on the account because of this incident.I know this is not the answer you were looking for and for that I amsorry.Sincerely,Office: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com
03/30/2017 15:43:00 EST [redacted] J [redacted] (DJ[redacted])Account number [redacted] MI 48328Dates of Service: July 26, 2016 - PresentI have remarked the account.[redacted]3/30/17 - Assigned to: [redacted], Gas Operations[redacted]3/30/17 - At 3:41 pm I...
called [redacted] at ###-###-#### and let him know thatI had received the inquiry he placed with the Eastern Better BusinessBureau and have forwarded it to the gas field leader in the area. Iexplained that they would be following up with him within the next fewbusiness days.03/31/2017 16:01:39 EST [redacted] J [redacted] (DJ[redacted])3/31/17 - I received the following information from Gas Field Leader,[redacted]:I called Mr. [redacted] at 5:00 pm on 3/30/17. I addressed the customer'sconcern with having his meter shut off for an exchange and not having arelight until 11:00 am the next day. I explained to the customer we werecalled out to his condo complex by another resident. During our leakinvestigation the service tech discovered his meter was weeping gasthrough the regulator. This is an immediate action leak and the metermust be exchanged. With this being a condo complex and one main door toget in he tagged the main door. Mr. [redacted] was upset he was transferredto several departments when calling in for his relight and I apologized tohim for that.Once Mr. [redacted] understood why we turned his gas off he was ok with theresolution. I apologized for the inconvenience and offered him a $50.00bill credit as he had to take the day off to wait for his relight becausehis 90 year old father was in the home and he had to keep him warm untilwe arrived. I let him know that we had a tech there as soon as one wasavailable in his area.Final Resolution with [redacted] March 30, 2017Mr. [redacted] satisfied with resolutionTell us why here...
[A default letter is provided here which indicates your rejection of the business's response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I am not satisfied because the same thing that happened in november of 2015 also happened in 2014. I feel that consumers energy could have forwarded the balance when we were on [redacted] also I feel that the account was in collections then but no contact was ever made. [redacted] had a forwarding address request in at the post office so even if consumers did not have the new address (which they did because he called in 2014 to get service in his name at the new address) the mail sti would have gotten forwarded. I feel that consumers energy needs to place his account back in collections where it was and let [redacted] pay his bill seperate and not joint with my bill. We recieve food stamps and medicaid because we are low income and having the bill this high with no other choice than 205.00 a month is s financial stress. If they won't remove it then they should at least lower the payments for the protection plan we are on. All in all this is bad business practice for consumers energy to say this balance slipped through the cracks in 2014 and I should not be penalized for it
Regards,
[redacted]
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:]
Consumers Energy has not credited me back for March, April, and May. Once they credit me back for these 3 months I will actually accept their offer.
Regards,
[redacted]
[redacted]Balances transferred in to this account:Transferred on 01/06/17:Miscellaneous (returned check fee) - $15.00Electric - $440.61The above two balances are from:[redacted]...
[redacted]Dates of service 01/11/16 - 09/04/16--------------------------------------------Transferred on 01/23/17:Electric - $463.26The above balance is from:[redacted] / [redacted]Dates of service 02/07/14 - 07/27/14-----------------------------------------------History of service at [redacted] GRAND RAPIDS:11/01/16 - present: [redacted]09/05/16 - 10/31/16: [redacted] ([redacted]'s son) ($253.08 still owed)01/11/16 - 09/04/16: [redacted]07/28/14 - 01/10/16: [redacted] ([redacted]'s son) Notice mailed 01/08/16($356.78 still owed)02/07/14 - 07/27/14: [redacted] ([redacted]'s husband)11/04/13 - 02/06/14: [redacted] ([redacted]'s son) Notice mailed 02/08/14.---------------------------------------------------------------Fraud tip received from the Contact Center on 01/06/17. [redacted] sentan email asking for the service to be put into his mother's name. A turnoff notice had just been mailed in [redacted]'s name.[redacted] does show at another address currently in his Experian report.1:58 pm - I called and spoke to [redacted] about her concerns. I explained wherethe transferred balances came from. She states that her husband was injail during the time frame that service was in his name and that neitherher nor he contacted us for service at that time, but she admits that shewas there during the time frame that service was in his name.I told her that if she still wishes to dispute that (identity theft) thatshe or he would have to file a police report and also fill out an FTCaffidavit before that would be removed from the account.At this time, we have not transferred her son's bills to her accountbecause we can't prove that they are still here.I also explained why she was billed for fraud investigation costs, becauseof the name switching at this address, over the past several years. Eachtime the service is switched into someone else's name there is an openturn off notice on the account, so they've been trying to avoid payingdebts that are owed here.[redacted] states that she has contacted several agencies and the only one with funding currently isDHS and they will only pay a portion of the balance.[redacted] said that basically what she wanted was for a paymentarrangement/plan that she can afford in order to keep her service frombeing turned off. I offered to place her on SPP if she could make a downpayment of $122.00 by March 8th and then her monthly payments would be$149.00. She said she could do that, so I have requested that for her.At this time [redacted] has no further questions or concerns and thanked me formy assistance. She is very pleased with this resolution.COMPLAINT CLOSED 02/22/17
[redacted]I attempted to customer this morning 04/27/2016 (11AM) by calling contactnumber he provided ###-###-####. Phone call would not go thru....it wouldimmediately disconnect. I then called phone number listed on his energyaccount [redacted]. Mr. [redacted]...
answered. I told customer that wereceived his inquiry he filed with Revdex.com regarding OHservice and I would be forwarding to Customer Energy Specialist (CES) TeamLeader Supervisor.I assigned to [redacted], SPoC.05/02/2016 17:13:20 [redacted] M. [redacted] (CMHERNAN)I made contact with [redacted] at 1:15PM today concerning hiscomplaint (see attached).We spoke at length going over his issues he has had with getting electricservice to his building at 1[redacted] MI. and wecame to a satisfactory resolution on those issues.Issue Number One. It took around 3 months to hear back from CES (customerenergy specialist) [redacted] did inform that [redacted] had calledhim shortly after he made application for service and that she did go overhis project and what it would require. He did not know exact date, butthen there was a huge gap until the next time he heard from [redacted].I did reach out to CESIII [redacted] and she said she called and left VM andalso called again 11/19/2015 to get the project scope. This is documentedin SAP (see screen shot of doc & notes below) she then said he called herand they went over the project, but she forgot to document this call. Nordid she document any other correspondence she had with [redacted]. Ihave addressed this with CESII [redacted].08/13/2015 14:48 Wants estimate on cost for overhead and undergroundservice.08/18/2015 14:47 [redacted] # phone [redacted] left another message#this is a business voicemail11/19/2015 08:54 [redacted] # phone [redacted] construction measure[redacted]549 created11/19/2015 10:13 [redacted] # phone [redacted] upgrading new serviceentrance from 100A to 200A. Adding 3ton A/C unit. Approximately 1KWlighting and 1 KW irrigation/pumping.Total added load @5 KW.Issue Number 2 His Site was inspected on 4/8/2016 and it took until4/15/2016 until [redacted] said he finally got in touch with a Consumers Energyrepresentative who told [redacted] he did not even have a work number in thesystem and the CE representative had to create another one for him. Thisone got assigned to yet another CES [redacted] (CESI [redacted]) whocalled him and went to his jobsite and told him maybe a week longer forhis service.I informed [redacted] that his original notification was created backin August and was still active and would be the one used to construct hisservice. I also informed him that [redacted] had created a design back inNovember and that it was approved for construction in December 2015 andwas placed in a hold status for his inspection to be completed. He didtell me then that [redacted] had called him and told him about the inspectionrequirement again though he could not remember the exact date. Iapologized for the confusion here and told him that this should not havehappened. I also told him I would follow up to see why his originalrequest was not found and ways to improve this in the future. I could findno apparent reason why the original notification could not be found by theConsumers Energy representative ([redacted] said he talked to) or any supportingdocumentation on this. Will review with Subject Matter Expert#s (SME) todetermine cause?[redacted] suggested that he should be able to look at his request on linewithout having to talk to someone as he understands CE is a big companyand probably is getting tons of calls.He said other big companies have this capability. I told him that this isa fantastic idea and that I would take his suggestion forward.Issue umber 3. He still does not have power and he wants it by 4/29/2016.I informed [redacted] that his job has been released to scheduling and isscheduled for construction this weekend 5/1/2016. [redacted] is satisfied withthis outcome and is very thankful he finally got through to someone.Special thanks to [redacted] and [redacted] in schedulingdepartment for making this happen on such a short notice!Issue #4 Desired Settlement that CESII [redacted] and CE supervisor[redacted] is fired. I did inform [redacted] that [redacted] is not [redacted]#s Supervisor thatI am her supervisor. I apologized for the customer service he received,but I did tell him that this would not result in [redacted]#s or [redacted]#sfiring. Resolution; I did tell him I would address this situation withCESIII [redacted] and I would also have her call him. He informed that[redacted] had indeed already called him and apologized for the service hereceived and [redacted] did respect that and was satisfied with her apology. Iended the call with giving [redacted] my contact information. He was thankfuland considered his complaint resolved.Sincerely,[redacted] J. [redacted]Zonal Team Leader###-###-#### desk###-###-#### cell----------------------------------------------------------------[redacted], MI 49319-8430ELECTRIC METER INSTALLED 05/01/2016 (4:03PM).CLOSING INQUIRY DAY OF CONTACT 04/29/2016.Tell us why here...
08/11/2016 11:43:09 [redacted] C [redacted] (JCJOHNSO)[redacted] A [redacted] 48504-4841Dates of Service: 04/08/2016 - PresentI contacted Mr. [redacted] at ###-###-#### on 08/11/2016 at 11:33 AM todiscuss his concerns about his recent appliance repair. I apologized forthe miscommunication...
when he originally signed up for his plan and let himknow that I would be forwarding his concerns to our Appliance Service Plandepartment to investigate further. I told him that someone within thatdepartment would then be following up with him to resolve his concerns.I also provided Mr. [redacted] with my contact information and let him knowthat he can feel free to contact me with any other questions before hehears back.- I've forwarded this inquiry to [redacted] in our Appliance Service Plandepartment for a resolution.08/18/2016 17:43:15 [redacted] C [redacted] (JCJOHNSO)[redacted] in our Appliance Service Plan department spoke with Mr. [redacted] on08/18/2016 at 3:30ish PM to discuss his concerns. She provided me withthe following resolution:[redacted]I spoke to Mr. [redacted] and apologized for the confusion as well has hiscustomer service experience. After explaining how the gold coverageworks, he agreed to stay on the Appliance Service Plan and be upgraded tothe gold plan. Due to the additional damage evidently caused by thetechnician and his overall experience, I agreed to pay out on the goldplan for his refrigerator, which is $600.00, even though he didn't havethe proper coverage at the time. He is aware of the new pricing for thegold coverage and I will be sending him additional paperwork so he isaware of the coverage details as well as the terms and conditions. Weaddressed the $50.00 bill as well, which I explained was actually not abill. It was simply letting him know how much the service call would havecost him if he did not have the Appliance Service Plan. Mr. [redacted] wassatisfied with the resolution and verified that he had no furtherquestions.[redacted]Customer concerns have been addressed.Complaint closed 08/18/2016Tell us why here...
Dates of service: 01/27/17 to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/13 (FEB) 1134 63 $177.52 $177.5202/14-03/14 (MAR) 1468 51 $230.57 $411.50**Note: $411.50 includes both bills and a late payment charge of...
$3.41.Current meter #30609217 was tested on 12/09/15 and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-2015 898 27Jan-2016 1352 43Feb-2016 2531 87Mar-2016 2131 71Apr-2016 1767 59Dec-2016 2284 74Jan-2017 2144 6003/21/17 - Tuesday at 4:48 pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concerns. I provided my directphone number for her to call back.03/21/2017 17:01:40 EST [redacted])03/23/2017 08:38:16 EST [redacted])03/21/17 - Tuesday at 5:32 pm - spoke with Mrs. [redacted] about herconcerns. We discussed the use on her two billing statements and thepotential for use at this address. In fact, when compared to last winterand the previous party#s use at this address, I confirmed that Mr. andMrs. [redacted] have been taking steps to be conservative with their use. Iassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accurately. She didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/17 a holdwas placed until 03/14/17 because she suspected that the first bill mayhave been prorated based on the last actual read. Jennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month bill. This may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple times. I confirmed that there were no billadjustments completed, only a second bill after the 3/14 billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:00 am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar 461148 Total/49.9 averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etc. I asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sure. Wedetermined that she does have a forced-air furnace, and Mrs. [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heat. This is having an effect on herelectric bill. If there is an increase between 1 and 4 am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/down. I explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional training. Iapologized for any confusion her interactions with our CSRs may havecaused Mrs. [redacted], and assured her that this has been sent to themanagement team in our Customer Service department. They will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for 1468 kWh.Once is for 1045 kWh of the use and the other is for the remaining 423kWh. She was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $50.00 as an apology for thefrustration she's experienced. I offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs. [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/17.
09/19/2016 13:37:39 [redacted] C [redacted] (JCJOHNSO)[redacted] / 4159[redacted] MI 49461-9753Dates of Service: Prior to July 2008 - PresentI contacted Mrs. [redacted] at 231-766-9277 on 09/19/2016 at 1:36 PM todiscuss the inquiry that she submitted to the Revdex.comregarding...
her credit card and autopay information and reached hervoicemail. I left a message with my contact information as well as thereason for my call and asked that she call me when she was available todiscuss this further.09/22/2016 16:10:51 [redacted] C [redacted] (JCJOHNSO)Mrs. [redacted] contacted me back on 09/20/2016 at 6:47 PM to discuss theproblems that she's having with her eServices account and automaticpayment. I found that her online account had not been accessed since weupdated our system in March 2015, so we would need to manually reset herpassword, which was completed.Once she had access to the account, I walked her through the process ofupdating her card information and re-enrolling in recurring card payments.After we completed that, I informed her that her balance of $167.07 wouldbe pulled at midnight and her payments from there would be automaticallypulled when the bill is generated.- Mrs. [redacted] was successfully enrolled in recurring card payments withher updated card information.I apologized to her for the difficulty that she had in completing thisupdate with Customer Service. I told her that there was likely amiscommunication between her and the previous representative that shespoke with that led to the incorrect account being updated and assured herthat the account for [redacted] was now set up correctly on autopay. Ialso verified that no late payment charges have been applied and theservice is not at risk of being disconnected.Although we're aware of the high call volume that customers have recentlybeen experiencing and are making adjustments to mitigate that, I informedMs. [redacted] that her customer service concerns would be forwarded to ourContact Center to analyze. I told her that I would make sure that herconcerns are heard.- I've forwarded Mrs. [redacted]'s concerns to [redacted] in Customer ExperienceDelivery to ensure our Contact Center is aware of these problems.Ms. [redacted] thanked me for my assistance and verified that she had nofurther questions. I told her that she can keep my contact informationfor the future in case she has any other issues as well.Customer concerns have been addressed.Complaint closed 09/20/2016
[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] Ionia, 3/7/2016 @ 2:45pm I called and left a message for [redacted]03/10/2016 16:43:05 [redacted] s [redacted] ([redacted])Dunning history1/8/2016 Turn off notice issued $1549.681/12/2016 mid cycle notice1/13/2016 intent notice call1/15/2016 intent notice mailed2/10/2016 sent for...
review of disconnection2/10/2016 service disconnected2/10/2016 service restoredReconnection fee $50.00Deposit $380.002/20/2016 turn off notice issued $521.532/24/2016 mid cycle notice2/25/2016 intent noticePayment history 6 month9/14/2015 $261.6710/16/2015 $215.5611/9/2015 $234.5512/19/2015 $334.652/10/2016 $1979.682/29/2016 $261.00At the time service was disconnected the total account balance was$2580.35.Payment made for reconnection was $1979.68 of that $1549.68 posted towardsthe balance reducing the account balance to $1030.67. $430.00 covered thedeposit and reconnection fee.Ms. [redacted] made a payment of $261.00 reducing $1030.67 to $769.67.Current bill in the amount of $174.55 was issued along with a late paymentcharge of $19.82, bringing account balance to $964.04.[redacted]2016 CARE enrollment packet made customer's aware that there were changesto the program and that if the customer was not re-enrolled for 2016 yearthey would not qualify for the last payment on the CARE program.[redacted]3/10/2016 @4:00pm I called and spoke with Ms. [redacted] I apologized to herfrustration and any inconvenience she has experienced. I explained theCARE program to her and the last payment.I explained the breakdown of the bill and the payments and how her moneyhas applied to the deposit and reconnection fee. I also explained that shewas not being charged an additional deposit however this was the firstinvoice that was issued after the deposit was requested and billedtherefore is was documented on her bill but was only accessed once.I apologized in regards to the winter protection plan however based on theinformation she provided to customer service her income was over thequalifying guidelines.(account was noted $50,000 and 4 people in the home)Ms. [redacted] stated she called and made arrangements on the account inFebruary so that is why she didn't understand why she received anotherturn off notice. I reviewed the account and explained that we did speakwith her on 2/26/2016 and at that a hold was placed on her account until3/6/2016. Ms. [redacted] stated she was under the impression she had a paymentplan set up.I explained to Ms. [redacted] that if I was to release the current deposit thatwe just collected ($380.00) that it would cover the turn off notice thatwas just issued since there is $260.53 remaining after her payment on2/29/2016. The rest of the deposit would go towards her balance. Ms.[redacted]s said that would be greatly appreciated if we could do that.I told her that would leave $589.05 on her account. I asked what kind ofarrangement she could make on the balance. She said she could pay $150.00on 3/11/2016 and the remaining amount on the current bill due date3/22/2016. I told her that would be fine and that I would place a hold onthe account for her.I provided Ms. [redacted] with my direct number so if she has any furtherquestion or concerns she could follow up with me directly.Closed complaint 3-10-16
11/03/2016 12:37:35 EST [redacted] W. [redacted] (BW[redacted])PEGGY S [redacted] / 5619 / [redacted]Dates of Service: 05/16/2016 - Present11/03/2016 13:33:25 EST [redacted] W. [redacted] (BW[redacted])I left a message for Ms. [redacted] on 11/03/2016 at 1:33 PM, at phone number###-###-####.11/04/2016 11:37:37 EST [redacted]...
W. [redacted] (BW[redacted])I spoke with Ms. [redacted] on 11/04/2016 at 11:30 AM. I apologized for theissues she's experiencing and let her know that our eServices team isfollowing up to fix the issue.I let her know her total balance is only $185.94, at this time.She told me she setup an Installment Plan (IP) because she didn't know howshe was concerned after receiving a bill this large. I suggested that Iremove the IP and place a hold on her account. This way her account won'tshow that she owes so much money.She was relieved to hear that she didn't have to pay the $550.00 balance.Then I verified her login ID for her eServices. I reset her password andprovided the temporary password to her. I suggested that she wait untiltomorrow to make any payment on the account so the system can perform itsnightly download and the account will reflect the accurate amount owing.I let her know I would get in contact with our eServices department toobtain further insight as to what caused this. I will also call her backnext week to verify everything has been corrected.She thanked me for my time.11/04/2016 13:18:12 EST [redacted] W. [redacted] (BW[redacted])This complaint has been assigned to [redacted].11/08/2016 14:14:44 EST [redacted] W. [redacted] (BW[redacted])I sent a request for a resolution to [redacted] and [redacted] on themorning of 11/08/2016.11/08/2016 15:55:37 EST [redacted] W. [redacted] (BW[redacted])This one had to go to IT, but here#s their response is below (we did voicethe wrong amount, but it was corrected shortly after she called. Itturned into being a timing issue):An eBill reversal was going on at the time the customer called in and justhappened to call in at the right moment.I sent an email to Ms. [redacted] on 11/08/2016, to email address[redacted]@yahoo.com:Good afternoon Ms. [redacted],I#m writing this email as a follow-up to our conversation we had regardingyour Michigan Agency for Energy inquiry.I received information back regarding the balance you were provided overour automated system. At the time you called in we were in the middle ofreversing your eBills. You happened to call in between the time wecanceled the eBills and the time we regenerated them. Because of this, itappeared to the billing system you owed more than you did. This is whyyou received information stating you owed a larger balance than you did.As of today, your total balance is $0.00.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you for your patience while we sorted this out. Have a great day.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####brian.[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Michigan Agency for EnergyMAE Complaint Closed 11/8/16Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below I would like a process change so this is not allowed to happen to other customers over the weekend. You should NOT be allowed to turn off someone's power over the weekend knowing well enough you can't do anything about it till Monday!
Regards,
[redacted]
01/26/2015 14:43:24 [redacted] (CMHERNAN)
Account [redacted]
Start Date 06/13/2008 End Date 01/04/2012
Final Bill $386.65
On 02/07/2012, transferred out $386.65 to open active:
Account [redacted]...
[redacted]
Start Date
Start Date 09/15/2011 End Date 09/24/2012
Final Bill $1,094.78
On 10/24/2012, transferred out $1,094.78 to active open:
Account [redacted]
Start Date 09/15/2012 End Date 01/22/2013
Final Bill $1,183.36
On 02/20/2013, transferred out $1,183.36 to active open:
Account [redacted]
Start Date 01/22/2013 End Date 11/09/2013
Final Bill $1,198.49
On 01/28/2014, transferred out $1,198.49 to active open:
Account [redacted]
Start Date 11/04/2013
[redacted] contacted Consumers Energy to request we close energy
account billed to her and place in her roommate [redacted] name. Name
switching, [redacted] cannot switch name on account to avoid payment.
On 08/04/2014, our Fraud Investigation Department received copy of lease.
Rental agreement lists [redacted] and [redacted] as tenants at [redacted] November 1, 2013. [redacted] was billed a
$50 investigation fee which is allowed by Michigan Public Service
Commission.
I attempted to contact customer this afternoon 01/26/2015 (3:17PM). There
was no answer. I left a voicemail message.
01/27/2015 10:39:42 [redacted] (CMHERNAN)
I called customer this morning 01/27/2015 (10:30AM) and spoke to Tina
Pritchard.
CREDIT HISTORY:
01/03/2015 Turn-Off Notice $1,345.12
01/07/2015 Mid-Cycle Call Result - Call Completed
01/10/2015 Intent to Disconnect Notice
01/13/2015 Turn-Off Notice Expires
01/13/2015 Received customer payment $350-
01/16/2015 Received customer payment $250-
OTHER CREDIT INFORMATION:
Shut-Off Protection Payment Plan Default 08/18/2014
Shut-off Protection Payment Plan Default 12/29/2014
Six-Month Payment History:
August 2014 zero
September 2014 $540
October 2014 $401
November 2014 $401
December 2014 $250
January 2015 $600
[redacted] entered into a payment arrangement on 01/19/2015 in the
amount of $1,146.12 ([redacted]:
01/30/2015 $573.00
02/13/2015 $191.00
02/27/2015 $191.00
03/13/2015 $191.12
Customer said she cannot afford above installment plan. [redacted] said
she has been struggling financially for a couple of years now because of a
divorce. Customer said she is doing the best she can.
TODAY'S ACCOUNT BALANCE $1,626.42 (includes current charges $480.30
spanning 12/13/2014 to 01/16/2015 for electric heat home).
[redacted] pleaded for one last opportunity to enroll on the Shut-Off
Protection Plan. Because customer is making good faith payments, I agreed
to re-enroll her account on payment plan.
I re-enrolled her account on the Shut-Off Protection Payment Plan. Her
monthly plan amount will be $338 and her first payment will be due on
02/10/2015.
[redacted] understands how important it is to pay monthly plan amount
$338 by due date every month. If she is late or misses due date she will
risk being removed from payment plan....and there will be no further
payment arrangements.
CLOSING INQUIRY DAY OF CONTACT 01/27/2015.
[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.Power was turned back on at our new home last night as promised by consumers.
Regards,
[redacted]
Average consumption from August to January 8/21/2015 to 1/26/2016 1228 kwh 8/25/2014 to 1/22/2015 1346 kwh 8/23/2013 to 1/24/2014 1390 kwh Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior....
[redacted] Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25 original bill 11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt) Adjusted bill 11/24/2015 to 12/23/2015 1492 kwh $197.69 Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the current months bill. 2/18/2016 @ 5:45, I called and spoke with [redacted] I first I apologized to Ms. [redacted] for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. [redacted], explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016 the low estimate was corrected. Ms. [redacted] was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him. [redacted] got on the phone and I explained to him the same thing I just had explained to Ms. [redacted]. Mr. [redacted] was calm and understood what happened. Ms. [redacted] started yelling in the back ground telling Mr. [redacted] to yell at me and argue with and demand that they were not paying this bill. Mr. [redacted] did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. [redacted] said he understood and didn't have anything further to discuss. I apologized to Mr. [redacted] and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address. Closed complaint 2/18/2016 Tell us why here...
04/10/2015 14:17:05 [redacted] A. [redacted] (JA[redacted])
[redacted] A. [redacted]
CA# [redacted]
[redacted]
[redacted], MI 48457-9738
I have remarked the account.
04/10/2015 14:35:26 [redacted] A. [redacted] (JA[redacted])
2:32 pm - I called ###-###-#### and got voicemail for "[redacted]". I left a
message indicating that...
I've received the concerns of Ms. [redacted] and will
investigate and call back by April 14. I also provided my contact
information.
I've also sent the following email to the email address provided to the
Revdex.com:
Dear Ms. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your account from the Eastern Revdex.com.
I have been assigned to investigate your concerns and hope to provide you
with a detailed report of my findings by Tuesday, April 14.
If there is anything you wish me to know during my investigation, besides
what you#ve already provided to the Revdex.com, you can reply
to this email.
Respectfully,
[redacted]
[redacted] A. [redacted]
Customer Care Representative
Office: ###-###-####
Fax: ###-###-####
04/13/2015 09:48:28 [redacted] A. [redacted] (JA[redacted])
I have placed a dunning lock on the account.
I have reviewed the fraud notes on the account. Fraud initially denied
service to [redacted] because she did not provide valid proof that she had
purchased the home (title or deed) and had only provided a typed letter
stating that the previous owner had sold her the home.
Fraud then reversed the move in for [redacted] and placed the service back into
the previous home owner's name. Fraud at this time did not call the mobile
home park to try to verify the home sale.
3/20/14, they were able to verify that the previous home owner had moved
out of the property.
Then in December 2014, Fraud did call the mobile home park and at that
time verified that [redacted] was the home owner.
04/13/2015 12:24:02 [redacted] A. [redacted] (JA[redacted])
12:22 pm - I called ###-###-#### and got voicemail. I left a message with
my contact information, requesting a call back.
I called the Leasing/rental office of Riverside Mobile Home Park
(###-###-####) and spoke with [redacted]. She confirmed that Ms. [redacted] is
the home owner, and has been residing there on the weekends only.
04/14/2015 10:09:04 [redacted] A. [redacted] (JA[redacted])
10:05 am - I called and spoke to [redacted] about her concerns.
1. She was told in our Flint office when she came in to request service
and provided her documents including a "bill of sale", that service could
not be placed into her name due to Fraud committed by the previous account
holder/home owner.
2. She called several times over the past year, enquiring about this,
indicating that she would not be able to pay a large outstanding bill,
which is why she was not living in the home, afraid of racking up a large
bill she couldn't pay off.
3. [redacted] in Fraud would not give her any details regarding the fraud
charges or what she could do to get the service placed into her name.
4. She only goes to the home on the weekend, just for a short time to
check the home to make sure everything is okay. She's been paying lot rent
on a home that she's not able to live in.
5. She believes she was billed for usage in December of 2013, prior to her
purchasing the home.
I told her that I would look into these things and get back to her no
later than tomorrow.
04/15/2015 07:51:49 [redacted] A. [redacted] (JA[redacted])
After further review regarding the customer's concerns listed above:
1. "Bill of sale" was not provided, only a typed letter indicating that
she had purchased the home. The representatives in the Flint bill payment
office would have made copies of her documents, instructed her to contact
Customer Service. They would not have advised her regarding anything about
"Fraud".
2. I can see where [redacted]'s account was accessed in (2014: April, May,
November, December. 2015: March, April)
3. Based on the Fraud department's notes, they did not make contact with
[redacted] to let her know that additional information was needed to place
service into her name. (A valid bill of sale, title or deed for the home,
lot rental agreement from the mobile home park)
4. Usage recorded by actual meter reads does indicate very little usage.
Possibly only the furnace was running here.
5. At this time, she's only been billed for service beginning on 3/18/14.
Anything prior to this date was billed to the previous customer.
04/15/2015 12:47:23 [redacted] A. [redacted] (JA[redacted])
12:35 pm - I called and spoke with [redacted] about my findings, and asked a
few additional questions. Based on the notes from the Fraud department,
it appeared that they did not call her or send her anything by mail
indicating that they could not place service into her name and why, nor
did they request additional documents from her. Since last spring, she
believed what the Flint Payment office had told her, namely that we
wouldn't put service into her name because of fraud the previous owner had
committed.
I told [redacted] that based on this and the evidence of the usage here, that
she was not living in the home, I am going to ask that her move in date be
changed to April 10, 2015 and she will not be responsible for the charges
she was billed ($1252.22) prior to that date. (An email has been sent to
fraud to have this completed)
I asked [redacted] if she had any further questions or concerns, and she did
not. She has my phone number if she needs to contact me in the future.
COMPLAINT CLOSED 04/15/15
04/05/2016 10:01:56 [redacted] N [redacted] MI 48519-2803Dates of service: 08/08/14 to present.CUSTOMER INQUIRY OPENED AS OF 04/05/16.CURRENT BALANCE: $340.46 ($188.16 past due)04/05/2016 11:56:59 [redacted] N [redacted]R)There have been 2 defaults on the...
Shutoff Protection plan (SPP) in thelast 12 months:06/08/15 for $199.00 past due01/11/16 for $176.00 past due04/05/16 - Tuesday at 11:57 am - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have the inquiry andthat I am available to discuss their concerns. I left my direct phonenumber as well.04/05/2016 13:33:06 [redacted] N [redacted]R)04/05/16 - Tuesday at 1:22 pm - Ms. [redacted] returned my phone call and wediscussed her inquiry. I apologized for her frustration with our CustomerService department and their suggestions of seeking assistance withagencies or to see if anyone in her family would be able to help her makea payment on her bill. I explained that since there have been 2 defaultson SPP in the last 12 months the account is not eligible for a paymentprogram at this time because of the default history on her account.We do recommend seeking assistance through 2-1-1 and filing for the HomeHeating credit as a resource if any of our customers are unable to makepayment on their account. We're sorry she felt insulted, and I agreed tosend her experience to the management team in our Customer Servicedepartment to be reviewed as a possible coaching opportunity.She stated that she has already moved from [redacted] to [redacted] and can pay her past due amount of $188.16 on April15. She understands our policy of paying a past due amount on her currentaccount prior to starting service at the new address. In light ofcustomer service, I have started the new account at [redacted]k Ln(account number [redacted]8) effective today, and she will still makeher payment for the past due on April 15. Since she has moved out of [redacted], I also ended that account effective today.Ms. [redacted] thanked me for my help and was happy with the resolution ofher inquiry. She had no further questions at this time.CLOSING CUSTOMER INQUIRY AS OF 04/05/16.Tell us why here...
01/08/2015 13:13:35 [redacted]
Account [redacted].
Westland
GAS METER [redacted]:
09/30/14 50 actual
10/29/14 68 estimate (no attempt)
11/29/14 92 estimate (no attempt)
01/02/15 312 actual (catch up bill)
2013 and 2014 BILLING...
COMPARISONS:
10/03/13 to 10/30/13 4.1 MCF $ 50.99
10/31/13 to 12/03/13 10.6 MCF $116.73
12/04/13 to 01/03/14 14.5 MCF $157.20
-----------------------------------------
TOTAL 29.2 MCF $324.92
10/01/14 to 10/29/14 1.8 MCF $ 33.14
10/30/14 to 11/29/14 2.4 MCF $ 40.39
11/30/14 to 01/02/15 22.0 MCF $281.21
------------------------------------------
TOTAL 26.2 MCF $354.74
I attempted to contact [redacted] this afternoon 01/08/15 (1:30PM)
by calling [redacted] There was no answer. I left a voicemail message.
01/09/2015 13:38:00 [redacted]
I made a second phone attempt to reach [redacted] this afternoon
01/09/15 (1:39PM). There was no answer. I left another voicemail message.
01/12/2015 11:55:01 [redacted] returned my phone call today 01/12/15 (1:44PM). He
apologized for not calling back sooner. He works the night shift.
I reviewed above account and meter reading information. There were two
consecutive estimated meter readings in November 2014 and December 2014.
When we obtained actual meter reading on 01/02/2015 it resulted in catch
up bill. When comparing gas usage in 2013-2014 to 2014-2015.....usage is
consistent for his home.
It is unfortunate the end result of the estimated bills was the catch up
bill. I could understand how it caught him by surprise.
I told customer that I would forward his concern to the meter reading
supervisor.
Even though I believe he used the natural gas.....in the interest of
customer relations, my supervisor authorized me to credit his account
$81.21.
[redacted] was pleased with resolution. He will call me directly if he
has further concerns.
CLOSING INQUIRY - 1/12/2015
[redacted] MI 49017-3221Dates of service: 03/17/14 - present.Estimated meter read history (12 month):July 2015 Not attemptedMarch 2016 DogApril 2016 DogMay 2016 DogJune 2016 Dog An actual reading was taken on 05/17/16 outside the regular monthly meterreads...
(Between the 1st and the 7th of the month).The billing is current with a zero balance.06/10/16: Customer requested call back from a supervisor:"Customer said there is always someone home during the day.She said if you knock on the side door by garage and they will allowaccess. She is upset that no one ever let her know there was a problem.She has a large catch up bill. $30.00 Amends is for her inconvenience."06/10/16: Email sent to Meter Reading supervisor.06/17/16: Call center supervisor attempted a call back to the customer butgot voicemail. Left a message with contact information.Billed usage Kwh (estimates vs. corrected bills)Month Estimated Corrected Last yrMarch 605 601 558April 384 526 387May 373 566 406June 264 512 33806I received the following email this morning from the customer:"Dear [redacted],When the meter reader manager called me, he proceeded to say thatthere was a policy in place in case of dog or not able to read the meter.He said that meter readers are suppose to leave a bright green card ondoor, to say what was going on. I never saw or received such notice ofany kind for over 3 months. So there fore my reason I want you to creditmy bill is still the same. I am not paying for someone else's mistakes, ifI didn't do my job I would be held accountable. I cant afford to pay forsomeone else's mistakes, it a hardship in itself. So I have not heard yetagain from anyone in over a week about crediting my bill.[redacted]
[redacted] MI. 49017"I have sent the following response to the customer via email:Dear Ms. [redacted],In reviewing your account, I found that your June bill, which wascorrected, shows that the amount you were billed was $80.52 and yourbilled total was $127.75. Based on this, the extra you were billed due tothe estimates was $47.23. Our Customer Service department issued you acredit of $30.00 which is 64% of that extra amount, and is about doublewhat is given in similar circumstances.We are sorry that our meter reader did not follow through on his/herresponsibility regarding leaving a post card for you. I understand it isfrustrating to receive a catch up bill because of those estimates. Ourmeter reading supervisor is aware of the situation and will be working toresolve it with his staff to prevent it from happening again. Based onthe credit already applied to your account, we will not be placing anyadditional credits on the account because of this incident.I know this is not the answer you were looking for and for that I amsorry.Sincerely,Office: ###-###-####Fax: ###-###-####[redacted].[redacted]@cmsenergy.com
03/30/2017 15:43:00 EST [redacted] J [redacted] (DJ[redacted])Account number [redacted] MI 48328Dates of Service: July 26, 2016 - PresentI have remarked the account.[redacted]3/30/17 - Assigned to: [redacted], Gas Operations[redacted]3/30/17 - At 3:41 pm I...
called [redacted] at ###-###-#### and let him know thatI had received the inquiry he placed with the Eastern Better BusinessBureau and have forwarded it to the gas field leader in the area. Iexplained that they would be following up with him within the next fewbusiness days.03/31/2017 16:01:39 EST [redacted] J [redacted] (DJ[redacted])3/31/17 - I received the following information from Gas Field Leader,[redacted]:I called Mr. [redacted] at 5:00 pm on 3/30/17. I addressed the customer'sconcern with having his meter shut off for an exchange and not having arelight until 11:00 am the next day. I explained to the customer we werecalled out to his condo complex by another resident. During our leakinvestigation the service tech discovered his meter was weeping gasthrough the regulator. This is an immediate action leak and the metermust be exchanged. With this being a condo complex and one main door toget in he tagged the main door. Mr. [redacted] was upset he was transferredto several departments when calling in for his relight and I apologized tohim for that.Once Mr. [redacted] understood why we turned his gas off he was ok with theresolution. I apologized for the inconvenience and offered him a $50.00bill credit as he had to take the day off to wait for his relight becausehis 90 year old father was in the home and he had to keep him warm untilwe arrived. I let him know that we had a tech there as soon as one wasavailable in his area.Final Resolution with [redacted] March 30, 2017Mr. [redacted] satisfied with resolutionTell us why here...
[A default letter is provided here which indicates your rejection of the business's response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I am not satisfied because the same thing that happened in november of 2015 also happened in 2014. I feel that consumers energy could have forwarded the balance when we were on [redacted] also I feel that the account was in collections then but no contact was ever made. [redacted] had a forwarding address request in at the post office so even if consumers did not have the new address (which they did because he called in 2014 to get service in his name at the new address) the mail sti would have gotten forwarded. I feel that consumers energy needs to place his account back in collections where it was and let [redacted] pay his bill seperate and not joint with my bill. We recieve food stamps and medicaid because we are low income and having the bill this high with no other choice than 205.00 a month is s financial stress. If they won't remove it then they should at least lower the payments for the protection plan we are on. All in all this is bad business practice for consumers energy to say this balance slipped through the cracks in 2014 and I should not be penalized for it
Regards,
[redacted]
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:]
Consumers Energy has not credited me back for March, April, and May. Once they credit me back for these 3 months I will actually accept their offer.
Regards,
[redacted]
[redacted]Balances transferred in to this account:Transferred on 01/06/17:Miscellaneous (returned check fee) - $15.00Electric - $440.61The above two balances are from:[redacted]...
[redacted]Dates of service 01/11/16 - 09/04/16--------------------------------------------Transferred on 01/23/17:Electric - $463.26The above balance is from:[redacted] / [redacted]Dates of service 02/07/14 - 07/27/14-----------------------------------------------History of service at [redacted] GRAND RAPIDS:11/01/16 - present: [redacted]09/05/16 - 10/31/16: [redacted] ([redacted]'s son) ($253.08 still owed)01/11/16 - 09/04/16: [redacted]07/28/14 - 01/10/16: [redacted] ([redacted]'s son) Notice mailed 01/08/16($356.78 still owed)02/07/14 - 07/27/14: [redacted] ([redacted]'s husband)11/04/13 - 02/06/14: [redacted] ([redacted]'s son) Notice mailed 02/08/14.---------------------------------------------------------------Fraud tip received from the Contact Center on 01/06/17. [redacted] sentan email asking for the service to be put into his mother's name. A turnoff notice had just been mailed in [redacted]'s name.[redacted] does show at another address currently in his Experian report.1:58 pm - I called and spoke to [redacted] about her concerns. I explained wherethe transferred balances came from. She states that her husband was injail during the time frame that service was in his name and that neitherher nor he contacted us for service at that time, but she admits that shewas there during the time frame that service was in his name.I told her that if she still wishes to dispute that (identity theft) thatshe or he would have to file a police report and also fill out an FTCaffidavit before that would be removed from the account.At this time, we have not transferred her son's bills to her accountbecause we can't prove that they are still here.I also explained why she was billed for fraud investigation costs, becauseof the name switching at this address, over the past several years. Eachtime the service is switched into someone else's name there is an openturn off notice on the account, so they've been trying to avoid payingdebts that are owed here.[redacted] states that she has contacted several agencies and the only one with funding currently isDHS and they will only pay a portion of the balance.[redacted] said that basically what she wanted was for a paymentarrangement/plan that she can afford in order to keep her service frombeing turned off. I offered to place her on SPP if she could make a downpayment of $122.00 by March 8th and then her monthly payments would be$149.00. She said she could do that, so I have requested that for her.At this time [redacted] has no further questions or concerns and thanked me formy assistance. She is very pleased with this resolution.COMPLAINT CLOSED 02/22/17
[redacted]I attempted to customer this morning 04/27/2016 (11AM) by calling contactnumber he provided ###-###-####. Phone call would not go thru....it wouldimmediately disconnect. I then called phone number listed on his energyaccount [redacted]. Mr. [redacted]...
answered. I told customer that wereceived his inquiry he filed with Revdex.com regarding OHservice and I would be forwarding to Customer Energy Specialist (CES) TeamLeader Supervisor.I assigned to [redacted], SPoC.05/02/2016 17:13:20 [redacted] M. [redacted] (CMHERNAN)I made contact with [redacted] at 1:15PM today concerning hiscomplaint (see attached).We spoke at length going over his issues he has had with getting electricservice to his building at 1[redacted] MI. and wecame to a satisfactory resolution on those issues.Issue Number One. It took around 3 months to hear back from CES (customerenergy specialist) [redacted] did inform that [redacted] had calledhim shortly after he made application for service and that she did go overhis project and what it would require. He did not know exact date, butthen there was a huge gap until the next time he heard from [redacted].I did reach out to CESIII [redacted] and she said she called and left VM andalso called again 11/19/2015 to get the project scope. This is documentedin SAP (see screen shot of doc & notes below) she then said he called herand they went over the project, but she forgot to document this call. Nordid she document any other correspondence she had with [redacted]. Ihave addressed this with CESII [redacted].08/13/2015 14:48 Wants estimate on cost for overhead and undergroundservice.08/18/2015 14:47 [redacted] # phone [redacted] left another message#this is a business voicemail11/19/2015 08:54 [redacted] # phone [redacted] construction measure[redacted]549 created11/19/2015 10:13 [redacted] # phone [redacted] upgrading new serviceentrance from 100A to 200A. Adding 3ton A/C unit. Approximately 1KWlighting and 1 KW irrigation/pumping.Total added load @5 KW.Issue Number 2 His Site was inspected on 4/8/2016 and it took until4/15/2016 until [redacted] said he finally got in touch with a Consumers Energyrepresentative who told [redacted] he did not even have a work number in thesystem and the CE representative had to create another one for him. Thisone got assigned to yet another CES [redacted] (CESI [redacted]) whocalled him and went to his jobsite and told him maybe a week longer forhis service.I informed [redacted] that his original notification was created backin August and was still active and would be the one used to construct hisservice. I also informed him that [redacted] had created a design back inNovember and that it was approved for construction in December 2015 andwas placed in a hold status for his inspection to be completed. He didtell me then that [redacted] had called him and told him about the inspectionrequirement again though he could not remember the exact date. Iapologized for the confusion here and told him that this should not havehappened. I also told him I would follow up to see why his originalrequest was not found and ways to improve this in the future. I could findno apparent reason why the original notification could not be found by theConsumers Energy representative ([redacted] said he talked to) or any supportingdocumentation on this. Will review with Subject Matter Expert#s (SME) todetermine cause?[redacted] suggested that he should be able to look at his request on linewithout having to talk to someone as he understands CE is a big companyand probably is getting tons of calls.He said other big companies have this capability. I told him that this isa fantastic idea and that I would take his suggestion forward.Issue umber 3. He still does not have power and he wants it by 4/29/2016.I informed [redacted] that his job has been released to scheduling and isscheduled for construction this weekend 5/1/2016. [redacted] is satisfied withthis outcome and is very thankful he finally got through to someone.Special thanks to [redacted] and [redacted] in schedulingdepartment for making this happen on such a short notice!Issue #4 Desired Settlement that CESII [redacted] and CE supervisor[redacted] is fired. I did inform [redacted] that [redacted] is not [redacted]#s Supervisor thatI am her supervisor. I apologized for the customer service he received,but I did tell him that this would not result in [redacted]#s or [redacted]#sfiring. Resolution; I did tell him I would address this situation withCESIII [redacted] and I would also have her call him. He informed that[redacted] had indeed already called him and apologized for the service hereceived and [redacted] did respect that and was satisfied with her apology. Iended the call with giving [redacted] my contact information. He was thankfuland considered his complaint resolved.Sincerely,[redacted] J. [redacted]Zonal Team Leader###-###-#### desk###-###-#### cell----------------------------------------------------------------[redacted], MI 49319-8430ELECTRIC METER INSTALLED 05/01/2016 (4:03PM).CLOSING INQUIRY DAY OF CONTACT 04/29/2016.Tell us why here...
08/11/2016 11:43:09 [redacted] C [redacted] (JCJOHNSO)[redacted] A [redacted] 48504-4841Dates of Service: 04/08/2016 - PresentI contacted Mr. [redacted] at ###-###-#### on 08/11/2016 at 11:33 AM todiscuss his concerns about his recent appliance repair. I apologized forthe miscommunication...
when he originally signed up for his plan and let himknow that I would be forwarding his concerns to our Appliance Service Plandepartment to investigate further. I told him that someone within thatdepartment would then be following up with him to resolve his concerns.I also provided Mr. [redacted] with my contact information and let him knowthat he can feel free to contact me with any other questions before hehears back.- I've forwarded this inquiry to [redacted] in our Appliance Service Plandepartment for a resolution.08/18/2016 17:43:15 [redacted] C [redacted] (JCJOHNSO)[redacted] in our Appliance Service Plan department spoke with Mr. [redacted] on08/18/2016 at 3:30ish PM to discuss his concerns. She provided me withthe following resolution:[redacted]I spoke to Mr. [redacted] and apologized for the confusion as well has hiscustomer service experience. After explaining how the gold coverageworks, he agreed to stay on the Appliance Service Plan and be upgraded tothe gold plan. Due to the additional damage evidently caused by thetechnician and his overall experience, I agreed to pay out on the goldplan for his refrigerator, which is $600.00, even though he didn't havethe proper coverage at the time. He is aware of the new pricing for thegold coverage and I will be sending him additional paperwork so he isaware of the coverage details as well as the terms and conditions. Weaddressed the $50.00 bill as well, which I explained was actually not abill. It was simply letting him know how much the service call would havecost him if he did not have the Appliance Service Plan. Mr. [redacted] wassatisfied with the resolution and verified that he had no furtherquestions.[redacted]Customer concerns have been addressed.Complaint closed 08/18/2016Tell us why here...
Dates of service: 01/27/17 to present.CUSTOMER INQUIRY OPENED AS OF 03/21/17.BILL/USE HISTORY:Dates: kWh used: kWh/day: Billtotal: Total due:01/27-02/13 (FEB) 1134 63 $177.52 $177.5202/14-03/14 (MAR) 1468 51 $230.57 $411.50**Note: $411.50 includes both bills and a late payment charge of...
$3.41.Current meter #30609217 was tested on 12/09/15 and was found to be workingaccurately at 100.058%.Potential for use (based on historical consumption):BILL MONTH/YEAR: kWh used: kWh/day:Dec-2015 898 27Jan-2016 1352 43Feb-2016 2531 87Mar-2016 2131 71Apr-2016 1767 59Dec-2016 2284 74Jan-2017 2144 6003/21/17 - Tuesday at 4:48 pm - left a voicemail message for [redacted] at phone number [redacted] - letting her know that I have herinquiry and am available to discuss her concerns. I provided my directphone number for her to call back.03/21/2017 17:01:40 EST [redacted])03/23/2017 08:38:16 EST [redacted])03/21/17 - Tuesday at 5:32 pm - spoke with Mrs. [redacted] about herconcerns. We discussed the use on her two billing statements and thepotential for use at this address. In fact, when compared to last winterand the previous party#s use at this address, I confirmed that Mr. andMrs. [redacted] have been taking steps to be conservative with their use. Iassured her that the upgraded (smart) meter was tested prior to beingplaced at this address and was found to be working accurately. She didnot wish to request a meter test after I explained the accuracy testresults from when the meter was installed, but only wants to understandher use better.I apologized for her experience with our Customer Service Representatives(CSRs), and can see that when she spoke with Jennifer on 02/21/17 a holdwas placed until 03/14/17 because she suspected that the first bill mayhave been prorated based on the last actual read. Jennifer may not havenoticed that the meter at this address was an upgraded meter that sendsremote reads in on a daily basis and we used an actual meter read for thebegin read on her first partial-month bill. This may have causedconfusion with the other representatives she worked with as well as beingtransferred multiple times. I confirmed that there were no billadjustments completed, only a second bill after the 3/14 billing date.She indicated that she did record her average daily temperature, and wediscussed the reads sent in remotely (at 12:00 am every day), shown below:AVERAGE DAILY TEMP:Date: Use:20-Feb 3621-Feb 3522-Feb 2623-Feb 3424-Feb 4825-Feb 5326-Feb 5527-Feb 4228-Feb 421-Mar 472-Mar 603-Mar 614-Mar 875-Mar 346-Mar 367-Mar 448-Mar 519-Mar 5110-Mar 7911-Mar 7112-Mar 5213-Mar 5814-Mar 461148 Total/49.9 averageI confirmed that the majority of the daily use is part of the "baseload",which means appliances that are always on or running - such as the heat,electronics, etc. I asked what she uses to heat the home (in addition tothe electric space heating in one room), and she wasn't sure. Wedetermined that she does have a forced-air furnace, and Mrs. [redacted] nowunderstands that while it does use gas to heat the home, it also useselectricity to circulate the heat. This is having an effect on herelectric bill. If there is an increase between 1 and 4 am we agreed thisis most likely the furnace blower.She understands that the usage shown above is only part of her fullbilling cycle and that her electric use directly corresponds to thetemperatures going up/down. I explained that she can also monitor her useonline through her eservices profile if she would like to learn more abouther use.She now has a much better understanding about her usage, but expressedthat our Customer Service department needs additional training. Iapologized for any confusion her interactions with our CSRs may havecaused Mrs. [redacted], and assured her that this has been sent to themanagement team in our Customer Service department. They will review itand take the appropriate actions with the employees she spoke with.The current billing occurred during a rate change, and this is why shesees two line items for Energy and Distribution on her bill for 1468 kWh.Once is for 1045 kWh of the use and the other is for the remaining 423kWh. She was happy to know that she was not double charged for anythingon the bill.In light of customer service, I have removed the late payment charge onthe account, as well as placed a credit for $50.00 as an apology for thefrustration she's experienced. I offered to set up a payment arrangementon the bill for as long as she would like, but she said she would preferto pay the bill in full.Mrs. [redacted] thanked me for my help, and was happy with the resolution ofher inquiry.REMOVED LATE PAYMENT CHARGE OF $3.41SUBMITTED AMENDS CREDIT REQUEST FOR $50.00CLOSING CUSTOMER INQUIRY AS OF 03/21/17.
09/19/2016 13:37:39 [redacted] C [redacted] (JCJOHNSO)[redacted] / 4159[redacted] MI 49461-9753Dates of Service: Prior to July 2008 - PresentI contacted Mrs. [redacted] at 231-766-9277 on 09/19/2016 at 1:36 PM todiscuss the inquiry that she submitted to the Revdex.comregarding...
her credit card and autopay information and reached hervoicemail. I left a message with my contact information as well as thereason for my call and asked that she call me when she was available todiscuss this further.09/22/2016 16:10:51 [redacted] C [redacted] (JCJOHNSO)Mrs. [redacted] contacted me back on 09/20/2016 at 6:47 PM to discuss theproblems that she's having with her eServices account and automaticpayment. I found that her online account had not been accessed since weupdated our system in March 2015, so we would need to manually reset herpassword, which was completed.Once she had access to the account, I walked her through the process ofupdating her card information and re-enrolling in recurring card payments.After we completed that, I informed her that her balance of $167.07 wouldbe pulled at midnight and her payments from there would be automaticallypulled when the bill is generated.- Mrs. [redacted] was successfully enrolled in recurring card payments withher updated card information.I apologized to her for the difficulty that she had in completing thisupdate with Customer Service. I told her that there was likely amiscommunication between her and the previous representative that shespoke with that led to the incorrect account being updated and assured herthat the account for [redacted] was now set up correctly on autopay. Ialso verified that no late payment charges have been applied and theservice is not at risk of being disconnected.Although we're aware of the high call volume that customers have recentlybeen experiencing and are making adjustments to mitigate that, I informedMs. [redacted] that her customer service concerns would be forwarded to ourContact Center to analyze. I told her that I would make sure that herconcerns are heard.- I've forwarded Mrs. [redacted]'s concerns to [redacted] in Customer ExperienceDelivery to ensure our Contact Center is aware of these problems.Ms. [redacted] thanked me for my assistance and verified that she had nofurther questions. I told her that she can keep my contact informationfor the future in case she has any other issues as well.Customer concerns have been addressed.Complaint closed 09/20/2016
[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] Ionia, 3/7/2016 @ 2:45pm I called and left a message for [redacted]03/10/2016 16:43:05 [redacted] s [redacted] ([redacted])Dunning history1/8/2016 Turn off notice issued $1549.681/12/2016 mid cycle notice1/13/2016 intent notice call1/15/2016 intent notice mailed2/10/2016 sent for...
review of disconnection2/10/2016 service disconnected2/10/2016 service restoredReconnection fee $50.00Deposit $380.002/20/2016 turn off notice issued $521.532/24/2016 mid cycle notice2/25/2016 intent noticePayment history 6 month9/14/2015 $261.6710/16/2015 $215.5611/9/2015 $234.5512/19/2015 $334.652/10/2016 $1979.682/29/2016 $261.00At the time service was disconnected the total account balance was$2580.35.Payment made for reconnection was $1979.68 of that $1549.68 posted towardsthe balance reducing the account balance to $1030.67. $430.00 covered thedeposit and reconnection fee.Ms. [redacted] made a payment of $261.00 reducing $1030.67 to $769.67.Current bill in the amount of $174.55 was issued along with a late paymentcharge of $19.82, bringing account balance to $964.04.[redacted]2016 CARE enrollment packet made customer's aware that there were changesto the program and that if the customer was not re-enrolled for 2016 yearthey would not qualify for the last payment on the CARE program.[redacted]3/10/2016 @4:00pm I called and spoke with Ms. [redacted] I apologized to herfrustration and any inconvenience she has experienced. I explained theCARE program to her and the last payment.I explained the breakdown of the bill and the payments and how her moneyhas applied to the deposit and reconnection fee. I also explained that shewas not being charged an additional deposit however this was the firstinvoice that was issued after the deposit was requested and billedtherefore is was documented on her bill but was only accessed once.I apologized in regards to the winter protection plan however based on theinformation she provided to customer service her income was over thequalifying guidelines.(account was noted $50,000 and 4 people in the home)Ms. [redacted] stated she called and made arrangements on the account inFebruary so that is why she didn't understand why she received anotherturn off notice. I reviewed the account and explained that we did speakwith her on 2/26/2016 and at that a hold was placed on her account until3/6/2016. Ms. [redacted] stated she was under the impression she had a paymentplan set up.I explained to Ms. [redacted] that if I was to release the current deposit thatwe just collected ($380.00) that it would cover the turn off notice thatwas just issued since there is $260.53 remaining after her payment on2/29/2016. The rest of the deposit would go towards her balance. Ms.[redacted]s said that would be greatly appreciated if we could do that.I told her that would leave $589.05 on her account. I asked what kind ofarrangement she could make on the balance. She said she could pay $150.00on 3/11/2016 and the remaining amount on the current bill due date3/22/2016. I told her that would be fine and that I would place a hold onthe account for her.I provided Ms. [redacted] with my direct number so if she has any furtherquestion or concerns she could follow up with me directly.Closed complaint 3-10-16
11/03/2016 12:37:35 EST [redacted] W. [redacted] (BW[redacted])PEGGY S [redacted] / 5619 / [redacted]Dates of Service: 05/16/2016 - Present11/03/2016 13:33:25 EST [redacted] W. [redacted] (BW[redacted])I left a message for Ms. [redacted] on 11/03/2016 at 1:33 PM, at phone number###-###-####.11/04/2016 11:37:37 EST [redacted]...
W. [redacted] (BW[redacted])I spoke with Ms. [redacted] on 11/04/2016 at 11:30 AM. I apologized for theissues she's experiencing and let her know that our eServices team isfollowing up to fix the issue.I let her know her total balance is only $185.94, at this time.She told me she setup an Installment Plan (IP) because she didn't know howshe was concerned after receiving a bill this large. I suggested that Iremove the IP and place a hold on her account. This way her account won'tshow that she owes so much money.She was relieved to hear that she didn't have to pay the $550.00 balance.Then I verified her login ID for her eServices. I reset her password andprovided the temporary password to her. I suggested that she wait untiltomorrow to make any payment on the account so the system can perform itsnightly download and the account will reflect the accurate amount owing.I let her know I would get in contact with our eServices department toobtain further insight as to what caused this. I will also call her backnext week to verify everything has been corrected.She thanked me for my time.11/04/2016 13:18:12 EST [redacted] W. [redacted] (BW[redacted])This complaint has been assigned to [redacted].11/08/2016 14:14:44 EST [redacted] W. [redacted] (BW[redacted])I sent a request for a resolution to [redacted] and [redacted] on themorning of 11/08/2016.11/08/2016 15:55:37 EST [redacted] W. [redacted] (BW[redacted])This one had to go to IT, but here#s their response is below (we did voicethe wrong amount, but it was corrected shortly after she called. Itturned into being a timing issue):An eBill reversal was going on at the time the customer called in and justhappened to call in at the right moment.I sent an email to Ms. [redacted] on 11/08/2016, to email address[redacted]@yahoo.com:Good afternoon Ms. [redacted],I#m writing this email as a follow-up to our conversation we had regardingyour Michigan Agency for Energy inquiry.I received information back regarding the balance you were provided overour automated system. At the time you called in we were in the middle ofreversing your eBills. You happened to call in between the time wecanceled the eBills and the time we regenerated them. Because of this, itappeared to the billing system you owed more than you did. This is whyyou received information stating you owed a larger balance than you did.As of today, your total balance is $0.00.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you for your patience while we sorted this out. Have a great day.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####brian.[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Michigan Agency for EnergyMAE Complaint Closed 11/8/16Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below I would like a process change so this is not allowed to happen to other customers over the weekend. You should NOT be allowed to turn off someone's power over the weekend knowing well enough you can't do anything about it till Monday!
Regards,
[redacted]
01/26/2015 14:43:24 [redacted] (CMHERNAN)
Account [redacted]
Start Date 06/13/2008 End Date 01/04/2012
Final Bill $386.65
On 02/07/2012, transferred out $386.65 to open active:
Account [redacted]...
[redacted]
Start Date
Start Date 09/15/2011 End Date 09/24/2012
Final Bill $1,094.78
On 10/24/2012, transferred out $1,094.78 to active open:
Account [redacted]
Start Date 09/15/2012 End Date 01/22/2013
Final Bill $1,183.36
On 02/20/2013, transferred out $1,183.36 to active open:
Account [redacted]
Start Date 01/22/2013 End Date 11/09/2013
Final Bill $1,198.49
On 01/28/2014, transferred out $1,198.49 to active open:
Account [redacted]
Start Date 11/04/2013
[redacted] contacted Consumers Energy to request we close energy
account billed to her and place in her roommate [redacted] name. Name
switching, [redacted] cannot switch name on account to avoid payment.
On 08/04/2014, our Fraud Investigation Department received copy of lease.
Rental agreement lists [redacted] and [redacted] as tenants at [redacted] November 1, 2013. [redacted] was billed a
$50 investigation fee which is allowed by Michigan Public Service
Commission.
I attempted to contact customer this afternoon 01/26/2015 (3:17PM). There
was no answer. I left a voicemail message.
01/27/2015 10:39:42 [redacted] (CMHERNAN)
I called customer this morning 01/27/2015 (10:30AM) and spoke to Tina
Pritchard.
CREDIT HISTORY:
01/03/2015 Turn-Off Notice $1,345.12
01/07/2015 Mid-Cycle Call Result - Call Completed
01/10/2015 Intent to Disconnect Notice
01/13/2015 Turn-Off Notice Expires
01/13/2015 Received customer payment $350-
01/16/2015 Received customer payment $250-
OTHER CREDIT INFORMATION:
Shut-Off Protection Payment Plan Default 08/18/2014
Shut-off Protection Payment Plan Default 12/29/2014
Six-Month Payment History:
August 2014 zero
September 2014 $540
October 2014 $401
November 2014 $401
December 2014 $250
January 2015 $600
[redacted] entered into a payment arrangement on 01/19/2015 in the
amount of $1,146.12 ([redacted]:
01/30/2015 $573.00
02/13/2015 $191.00
02/27/2015 $191.00
03/13/2015 $191.12
Customer said she cannot afford above installment plan. [redacted] said
she has been struggling financially for a couple of years now because of a
divorce. Customer said she is doing the best she can.
TODAY'S ACCOUNT BALANCE $1,626.42 (includes current charges $480.30
spanning 12/13/2014 to 01/16/2015 for electric heat home).
[redacted] pleaded for one last opportunity to enroll on the Shut-Off
Protection Plan. Because customer is making good faith payments, I agreed
to re-enroll her account on payment plan.
I re-enrolled her account on the Shut-Off Protection Payment Plan. Her
monthly plan amount will be $338 and her first payment will be due on
02/10/2015.
[redacted] understands how important it is to pay monthly plan amount
$338 by due date every month. If she is late or misses due date she will
risk being removed from payment plan....and there will be no further
payment arrangements.
CLOSING INQUIRY DAY OF CONTACT 01/27/2015.
[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.Power was turned back on at our new home last night as promised by consumers.
Regards,
[redacted]
Average consumption from August to January 8/21/2015 to 1/26/2016 1228 kwh 8/25/2014 to 1/22/2015 1346 kwh 8/23/2013 to 1/24/2014 1390 kwh Average consumption shows the customers consumption has decreased since the smart meter in comparison to years prior....
[redacted] Bill invoice for $451.25 includes prior months balance of $197.69, 12/24/2015 to 1/26/2016 1692 kwh $253.56 + $197.69 = $451.25 original bill 11/24/2015 to 12/23/2015 68 kwh $17.71 (estimate no attempt) Adjusted bill 11/24/2015 to 12/23/2015 1492 kwh $197.69 Account automatically levelized when we obtained an actual read on 1/26/2016 therefore issuing a corrected bill for last month with the current months bill. 2/18/2016 @ 5:45, I called and spoke with [redacted] I first I apologized to Ms. [redacted] for how she felt and was treated when she previously called in to our contact center. I went through the consumption usage with Ms. [redacted], explaining to that there has been a slight decrease since the new meter was installed. In comparing to prior years we are not seeing any type of increase. I explained to her that the bill for $451.25 is not for one month that it was for 2 months and the prior month was estimated low and when we got an actual read on 1/26/2016 the low estimate was corrected. Ms. [redacted] was extremely upset by this, felt she should not have to pay for this error. Said she had her account at a zero balance before this. I apologized to her and offered her payment arrangements. She declined. She then asked if I would talk to her fiancé because she was too upset to talk to me. I again apologized to her for upsetting her and told her I would be happy to talk to him. [redacted] got on the phone and I explained to him the same thing I just had explained to Ms. [redacted]. Mr. [redacted] was calm and understood what happened. Ms. [redacted] started yelling in the back ground telling Mr. [redacted] to yell at me and argue with and demand that they were not paying this bill. Mr. [redacted] did not. I told him I understand they are both upset with the situation and we can work out a payment arrangement. However the energy was used therefore we would not be removing it from the account. Mr. [redacted] said he understood and didn't have anything further to discuss. I apologized to Mr. [redacted] and told him if they do receive an estimate again in the future they can always contact me directly with an actual read and I would be happy to help them with an adjustment if necessary. I provided him with my email address. Closed complaint 2/18/2016 Tell us why here...
Our position has not changed. Closed complaint
04/10/2015 14:17:05 [redacted] A. [redacted] (JA[redacted])
[redacted] A. [redacted]
CA# [redacted]
[redacted]
[redacted], MI 48457-9738
I have remarked the account.
04/10/2015 14:35:26 [redacted] A. [redacted] (JA[redacted])
2:32 pm - I called ###-###-#### and got voicemail for "[redacted]". I left a
message indicating that...
I've received the concerns of Ms. [redacted] and will
investigate and call back by April 14. I also provided my contact
information.
I've also sent the following email to the email address provided to the
Revdex.com:
Dear Ms. [redacted],
You#ll be pleased to know that I have received your concerns regarding
your account from the Eastern Revdex.com.
I have been assigned to investigate your concerns and hope to provide you
with a detailed report of my findings by Tuesday, April 14.
If there is anything you wish me to know during my investigation, besides
what you#ve already provided to the Revdex.com, you can reply
to this email.
Respectfully,
[redacted]
[redacted] A. [redacted]
Customer Care Representative
Office: ###-###-####
Fax: ###-###-####
04/13/2015 09:48:28 [redacted] A. [redacted] (JA[redacted])
I have placed a dunning lock on the account.
I have reviewed the fraud notes on the account. Fraud initially denied
service to [redacted] because she did not provide valid proof that she had
purchased the home (title or deed) and had only provided a typed letter
stating that the previous owner had sold her the home.
Fraud then reversed the move in for [redacted] and placed the service back into
the previous home owner's name. Fraud at this time did not call the mobile
home park to try to verify the home sale.
3/20/14, they were able to verify that the previous home owner had moved
out of the property.
Then in December 2014, Fraud did call the mobile home park and at that
time verified that [redacted] was the home owner.
04/13/2015 12:24:02 [redacted] A. [redacted] (JA[redacted])
12:22 pm - I called ###-###-#### and got voicemail. I left a message with
my contact information, requesting a call back.
I called the Leasing/rental office of Riverside Mobile Home Park
(###-###-####) and spoke with [redacted]. She confirmed that Ms. [redacted] is
the home owner, and has been residing there on the weekends only.
04/14/2015 10:09:04 [redacted] A. [redacted] (JA[redacted])
10:05 am - I called and spoke to [redacted] about her concerns.
1. She was told in our Flint office when she came in to request service
and provided her documents including a "bill of sale", that service could
not be placed into her name due to Fraud committed by the previous account
holder/home owner.
2. She called several times over the past year, enquiring about this,
indicating that she would not be able to pay a large outstanding bill,
which is why she was not living in the home, afraid of racking up a large
bill she couldn't pay off.
3. [redacted] in Fraud would not give her any details regarding the fraud
charges or what she could do to get the service placed into her name.
4. She only goes to the home on the weekend, just for a short time to
check the home to make sure everything is okay. She's been paying lot rent
on a home that she's not able to live in.
5. She believes she was billed for usage in December of 2013, prior to her
purchasing the home.
I told her that I would look into these things and get back to her no
later than tomorrow.
04/15/2015 07:51:49 [redacted] A. [redacted] (JA[redacted])
After further review regarding the customer's concerns listed above:
1. "Bill of sale" was not provided, only a typed letter indicating that
she had purchased the home. The representatives in the Flint bill payment
office would have made copies of her documents, instructed her to contact
Customer Service. They would not have advised her regarding anything about
"Fraud".
2. I can see where [redacted]'s account was accessed in (2014: April, May,
November, December. 2015: March, April)
3. Based on the Fraud department's notes, they did not make contact with
[redacted] to let her know that additional information was needed to place
service into her name. (A valid bill of sale, title or deed for the home,
lot rental agreement from the mobile home park)
4. Usage recorded by actual meter reads does indicate very little usage.
Possibly only the furnace was running here.
5. At this time, she's only been billed for service beginning on 3/18/14.
Anything prior to this date was billed to the previous customer.
04/15/2015 12:47:23 [redacted] A. [redacted] (JA[redacted])
12:35 pm - I called and spoke with [redacted] about my findings, and asked a
few additional questions. Based on the notes from the Fraud department,
it appeared that they did not call her or send her anything by mail
indicating that they could not place service into her name and why, nor
did they request additional documents from her. Since last spring, she
believed what the Flint Payment office had told her, namely that we
wouldn't put service into her name because of fraud the previous owner had
committed.
I told [redacted] that based on this and the evidence of the usage here, that
she was not living in the home, I am going to ask that her move in date be
changed to April 10, 2015 and she will not be responsible for the charges
she was billed ($1252.22) prior to that date. (An email has been sent to
fraud to have this completed)
I asked [redacted] if she had any further questions or concerns, and she did
not. She has my phone number if she needs to contact me in the future.
COMPLAINT CLOSED 04/15/15
04/05/2016 10:01:56 [redacted] N [redacted] MI 48519-2803Dates of service: 08/08/14 to present.CUSTOMER INQUIRY OPENED AS OF 04/05/16.CURRENT BALANCE: $340.46 ($188.16 past due)04/05/2016 11:56:59 [redacted] N [redacted]R)There have been 2 defaults on the...
Shutoff Protection plan (SPP) in thelast 12 months:06/08/15 for $199.00 past due01/11/16 for $176.00 past due04/05/16 - Tuesday at 11:57 am - left a voicemail message for the customerat phone number ###-###-#### - letting them know I have the inquiry andthat I am available to discuss their concerns. I left my direct phonenumber as well.04/05/2016 13:33:06 [redacted] N [redacted]R)04/05/16 - Tuesday at 1:22 pm - Ms. [redacted] returned my phone call and wediscussed her inquiry. I apologized for her frustration with our CustomerService department and their suggestions of seeking assistance withagencies or to see if anyone in her family would be able to help her makea payment on her bill. I explained that since there have been 2 defaultson SPP in the last 12 months the account is not eligible for a paymentprogram at this time because of the default history on her account.We do recommend seeking assistance through 2-1-1 and filing for the HomeHeating credit as a resource if any of our customers are unable to makepayment on their account. We're sorry she felt insulted, and I agreed tosend her experience to the management team in our Customer Servicedepartment to be reviewed as a possible coaching opportunity.She stated that she has already moved from [redacted] to [redacted] and can pay her past due amount of $188.16 on April15. She understands our policy of paying a past due amount on her currentaccount prior to starting service at the new address. In light ofcustomer service, I have started the new account at [redacted]k Ln(account number [redacted]8) effective today, and she will still makeher payment for the past due on April 15. Since she has moved out of [redacted], I also ended that account effective today.Ms. [redacted] thanked me for my help and was happy with the resolution ofher inquiry. She had no further questions at this time.CLOSING CUSTOMER INQUIRY AS OF 04/05/16.Tell us why here...