06/11/10:54: [redacted] s [redacted] (ASBERTRA) Assigned out to Po Box: Metro Property restorations Called and left a voicemail for Mrand Mrs [redacted] 06/12/13:38: [redacted] s [redacted] (ASBERTRA) ***, This work will be completed by June I have also left a message for the customer about this date of completion [redacted] 06/17/14:13: [redacted] s [redacted] (ASBERTRA) I received an email response from [redacted] supervisor in Metro Property restoration 6/17/stating that the repair have been made at this address I attempted to reach the customer again 6/17/no answer I am sending a letter for closure June 17, [redacted] Account Number: [redacted] Dear [redacted] This letter is in response to the inquiry you filed with the Eastern Revdex.com in regards to driveway repairs Foremost, I apologize for the frustration and inconvenience you have experiencedBased upon your email, as well as the length of time involved, our customer service regarding this matter has not been consistent with Consumers Energy#s intent to serve our customers well Our property restoration department and I have attempted to contact you to discuss your driveway repairsUnfortunately we have not been able to reach youOur records show as of today June 17th the repairs have been completedIf you have further questions regarding the repairs please contact our property restoration department at ###-###-#### Also feel free to contact me at ###-###-#### extension [redacted] or ###-###-#### if you have any further concerns or questions regarding this matterAt this time I have closed your inquiry Sincerely, [redacted] Customer Care Representative as [redacted] @cmsenergy.com cc: Eastern Revdex.com
[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 would like to thank you first and foremost for helping to resolve this ongoing issue with Consumer's Energy which began with a problem in November of last year We were told that Consumer's Energy would contact us in April regarding property restoration of our driveway Consumer's never did and after weekly calls in the month's of April, May and June as well as emails to their property restoration department, we were never given a date In the meantime our neighbors and neighborhood association had complained to usWe also had numerous orange cones and an unusable driveway to contend with I finally asked if we could repair it ourselves and they said they do not reimburse for concrete work I was told their supervisor was on vacation, I was told to call their contractor Kerwin I was given many excuses and no real actual help For Consumer's to say that this was not representative of the service they would like to provide to their customers is an understatement Only after we filed this complaint was any action taken by Consumer's Energy I wish we would have filed an initial complaint with Revdex.com in November when we smelled gas inside our home and had different Consumers employees check our furnace and stove and never resolve the problem I have young children in the home and we were told it was our furnace that was the issue so after waiting week with no furnace and no heat a new furnace was installed Several thousand dollars later with a new furnace we still had a gas issue in our home Consumer's finally checked the gas pressure entering our home Upon realizing that it was their gas line into our home and an issue with the pressure they dug up our driveway and street at midnight in November It is a real understatement to say this is not the service we want to provide I honestly wish we had a choice in gas service providers and I wish that they would be more diligent in working with their customers and contractors to get a job done. I thank you again for your efforts in helping us to resolve this issue with them.Regards, *** ***
On 02/25/2016, customer's energy account was enrolled on Recurring Card Payment option. The full amount of the customer's monthly energy bill will be charged to her credit card on the date her bill is issued each month. Enrollment in Auto-Pay with a credit card is automatic and became effective...
immediately. At the time of enrollment, customer's past due plus current (total charges) were paid on 02/25/2016. All future bills will be charged on the date her bill is issued. I attempted to call Ms. [redacted] this morning 02/29/2016 (approximately 10AM) by calling [redacted]. There was no answer. I left a voicemail message with my name and telephone number.02/29/2016 16:14:29 [redacted]) 2/29/2016 EMJ - Spoke with [redacted]. Advised her that [redacted] is reviewing her account and will be in contact with her before the end of the week. She is very glad that her concern is being reviewed.03/03/2016 18:34:29 [redacted]) I attempted to call customer this evening 03/03/2016 6PM. There was no answer. I did not leave a voicemail message. I will respond to customer by email:From: [redacted]Sent: Thursday, March 03, 2016 7:12 PMTo: [redacted]Subject: Consumers Energy - Payment Options for your Energy AccountAccount Number: [redacted]Dear Ms. [redacted],I am sending this email to respond to your inquiry you filed with the Eastern Revdex.com regarding payment options for your account. I would have like to talk to you about your concern but I was unable to reach you by telephone when calling [redacted]. Consumers Energy offers several options for paying your bill. Auto Pay # Checking, Savings, Credit or Debit Card: Your monthly bill will be automatically deducted from your checking or savings account or billed to your Visa or MasterCard or debit card. One-Time Online Payment-Checking or Savings Account: Choose the amount and date of your online payment. Pay Online at your Financial Institution: You will need to provide our contact information # Consumers Energy [redacted] (Fees may apply. Contact your financial institution for assistance.Authorized Pay Agents and Consumers Energy Payment Offices. Same Day Payment by Phone: Make an immediate one-time payment with your Visa or MasterCard or debit card, or electronic check using a third party. There is a $6.25 fee applied to each payment. Pay by Text: Enroll in Billing and Payment text alerts through your online profile, verify or add your financial information and text Pay to make a payment. Pay by Mail: Send check or money order to Consumers Energy PO Box 740309 Cincinnati, OH 45274-0309. On February 25, 2016, your account was enrolled on the Recurring Card Payment option. Your bill will be automatically billed to your credit card each month on the day your bill is presented. This service is secure. If you have questions or would like to discuss this matter further, please call or email me. I will be happy to assist you.Respectfully,[redacted]Customer Care RepresentativeOffice: [redacted]Email: [redacted]
[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 I just checked my voicemail to see if the icon just never showed up but that is not the case. They have not once left me a message or even tried to call me back. They are spewing lies and I have phone records which prove these statements they issued are lies. Also they are not resolving this issue one bit. They say they will change their policy but that is no good as they have already invaded the privacy of our homes. Also we just stated that we want to be removed from the appliance program and refunded but they are refusing, Which they are also stating they are refusing to remove us from the program. How is it legal for them to lock us into a contrat with no limits, They should have at least removed us from being billed any more. This company still does not wish to own up to their mistake and for that they can enjoy the many more reviews of their invasion of privacy.
Regards,
[redacted]
02/14/2017 09:45:30 EST [redacted] A. [redacted])[redacted] G [redacted]CA# 3646[redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/12 - present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/2017 15:59:06 EST [redacted] A. [redacted])4:00 pm - I...
called ###-###-#### and got voicemail. I left a message withmy contact information requesting a call back.02/17/2017 11:22:08 EST [redacted] A. [redacted])The customer had not contacted us to set up service/billing in his namefor the natural gas service at this address. The previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved in. The owner provided us with Mr. [redacted]'s information.The investigator was not aware that we were only able to bill the customerfor 1 year of service from the date of discovery (Dec. 15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr. [redacted] is only responsible forservice from December 15, 2016 and that $3611.43 should be removed fromthe current balance, leaving a balance of $1149.25 as his responsibility.11:21 am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed. (I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $850.00 and he's contactingthe Salvation Army for help with the remainder.[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balance. He has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concerns. He thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/17
She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $122 by march 8 and $149 from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
05/21/2018 10:09:12 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / [redacted] / [redacted] EBELAR DR TRAVERSE CITYDates of Service: 03/15/2017 - 03/29/2018RELEVANT ACCOUNT INFORMATION- The move-out was requested via the IVR (automated system)- The total balance is $32.58- The balance...
is not old enough to be sent to the credit bureaus We have reached the customer and have resolved the issue, please find thedetails below.After reviewing the call the agent and supervisor did touch bases on whythe customer was calling but the CSR did not educate the customerthoroughly on the IVR SYSTEM however they were apologetic to the customersconcerns. I have talked the customer and educated him on our IVR systemalong with sending him out a duplicate bill. The customer was happy that Icalled him back to educate him on the account and the fact that I emailedhim his final bill. He was able to see it while we were on the phonetogether. I have offered the customer a credit of $50.00 (amends) and theremainder of the credit will be mailed to him once it's placed on to theaccount- I replied back asking why the bill was not sent to the correct address05/25/2018 08:38:56 EST [redacted] W. [redacted] (BW[redacted])- I sent a second request for information why the bill wasn't sent to thecorrect address05/25/2018 08:40:39 EST [redacted] W. [redacted] (BW[redacted])- [redacted] informed me the mailing address issue was due to CSR Error SUMMARY OF RESOLUTION- Address Final Bill/Collection AgencyResolution: The final bill has been covered with a credit to thecustomer's account. The bill was not past due long enough to affect thecustomer's credit. Once the credit has been applied, it will reflect onthe Collection Agency's end as well.- Address why bill was sent to incorrect address
08/29/2016 16:33:25 [redacted])[redacted] [redacted] / [redacted]-Assigned to [redacted], inquiry is due on 09/08/2016 15:17:31 [redacted]) 9/6/16-[redacted] with our Appliance Service plan group advised that she had placed a call to [redacted] and that he was unavailable...
at the time but would call her back later today. 9/7/16-I checked with [redacted] to see if she was able to touch base with [redacted] and she stated she had not heard back from him but would draft a letter for closure-We worked to draft a letter to [redacted] to address his concerns however did not have it completed today 9/8/16-[redacted] was able to speak with [redacted] today and provided the following: I just spoke to [redacted] and he has agreed to keep the appliance service plan. We spoke about the issue with the water heater on 2/2016 and he said it never stop heating up his HOT water, per the notes he needed a gas valve which was NLA. But the unit still worked fine until it started leaking on 08/2016. Was told he would be paid on the gold plan and when he called in to see how much longer it would be we told him that he was not eligible.My resolution for the customer was to keep him on the program and issue the gold check for the water heater $300. I apologized to him and stated where I thought the confusion came in for his repair. He is fine and happy and said he did not want to file a complaint with the Revdex.com but that the agents were rude to him and he felt was forced to take that measure to get to speak to a logical person. [redacted] is aware if he has any further questions to contact me directly.COMPLAINT CLOSED 9/8/16
08/21/2017 16:06:00 EST [redacted] N [redacted] (RNRICHAR)CUSTOMER INFORMATION:[redacted] [redacted], Saint Johns MI 48879-8913Account number: [redacted]Dates of service: 01/31/17 to present.CUSTOMER INQUIRY OPENED AS OF 08/21/17.08/21/2017 17:06:47 EST [redacted] N [redacted] (RNRICHAR)RELEVANT...
ACCOUNT INFORMATION:Timeline of events:-08/13/17 - 3:11 pm - customer made an online payment for $290.27-08/13/17 - 3:12 pm - customer made an online payment for $117.42-08/14/17 - 2:20 pm - Customer Service Representative (CSR) [redacted]accessed the account. She requested from our Electronic Payments PO Boxfor the payment to be reversed.-08/18/17 - 3:20 pm - CSR [redacted] sent a second request for thepayment to be reversed. She did call the customer to inform them of therequest.-08/19/17 - 10:30 am - CSR [redacted] sent a third request to PO Box:Electronic Payments to reverse the payment the customer authorized online.-08/21/17 - 7:43 am - [redacted] in Electronic Payments group confirmedthe payment has been reversed, and will post to her bank account within 3business days. [redacted] left a voicemail message with the customerto confirm this information.-08/21/17 - 1:31 pm - The customer spoke with a Call Center Team Leader([redacted]), advised the customer of the above information. Thepayment reversal should have taken place within 2 business days (08/16),but was not processed until today (08/21). This will be reviewed forpossible coaching with our Electronic Payments group, and [redacted] agreed toadd a credit of $70.00 to the customer's account (to appear on the nextbilling statement) in light of customer service, as well as to cover theoverdraft fees the customer states they accrued.CUSTOMER CONTACT SUMMARY:- 08/21/17 - 4:37 pm - spoke with [redacted] at phone number###-###-####. We discussed:- The timeline of events (above).- She authorized a payment for $290.27 (the full accountbalance), and then 1 minute later authorized a payment for the past dueamount of $117.42.- She confirmed that she spoke with [redacted] earlier, who wasable to resolve her concerns by confirming that the payment was reversed back to her bank, and a credit would be applied to her next billing statement for $70.00 to cover any fees from her bank. [redacted] also agreed to review the calls with [redacted] and [redacted] for any possible coaching opportunities as well as recommend coaching for our Electronic payments group to prevent delays in payment reversal in the future.Ms. [redacted] states she doesn't remember authorizing the payment for the full balance, but does remember it being an option to pay. I was able to look into this, and confirmed that she authorized both payments and that no error occurred. In the future, we agreed that it is best to confirm only the amount she is looking to pay, and can contact our customer service department for any assistance before a payment is authorized. She plans on paying by check going forward.The customer thanked me for the follow up call, and feels that her concerns have been addressed. She is satisfied with the resolution. SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customer authorized both payments, and she has chosen to pay with a check by mail in the future to prevent this from occurring again.-(over draft fees/late charges) - Call Center Team Leader authorized a $70.00 credit to the customer's account. CLOSING CUSTOMER INQUIRY AS OF 8/21/17resolve her concerns by confirming that the payment was reversedback to her bank, and a credit would be applied to her next billingstatement for $70.00 to cover any fees from her bank. [redacted] also agreedto review the calls with [redacted] and [redacted] for any possible coachingopportunities as well as recommend coaching for our Electronic Paymentsgroup to prevent delays in payment reversal in the future.- Ms. [redacted] states she doesn't remember authorizing thepayment for the full balance, but does remember it being an option to pay.I was able to look into this, and confirmed that she authorized bothpayments and that no error occurred. In the future, we agreed that it isbest to confirm only the amount she is looking to pay, and can contact ourcustomer service department for any assistance before a payment isauthorized. She plans on paying by check going forward.- The customer thanked me for the follow up call, and feelsthat her concerns have been addressed. She is satisfied with theresolution.SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customerauthorized both payments, and she has chosen to pay with a check by mailin the future to prevent this from occurring again.- (over draft fees/late charges) - Call Center Team Leader authorized a$70.00 credit to the customer's account.CLOSING CUSTOMER INQUIRY AS OF 08/21/17
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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...
05/03/2018 11:55:50 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] / [redacted] [redacted] BEAVERTON MI 48612-9786Dates of Service: 01/09/2017 - PresentRELEVANT ACCOUNT INFORMATIONDunning HistoryDate Action03/09/2018 Turn-Off Notice Mailed ($483.10)04/03/2018 Mid-Cycle Call...
Made - Completed04/06/2018 Intent to Disconnect Mailed05/02/2018 Service Disconnected due to Non-Payment12 Month Payment HistoryDate Amount06/07/2017 $94.6609/05/2017 $100.0009/22/2017 $1,306.74 (Agency Payment)02/06/2018 $250.53- This customer requested to enroll in the Shut-Off Protection Plan on12/19/2017 and 01/10/2018, but failed to make either required down paymentto enroll in the plan. There have been a total of three failed enrollmentattempts into the Shut-Off Protection Plan within the last 12 months.- A medical hold was approved from 03/09/2018 - 03/30/2018. A secondmedical hold was requested to restore the service and Consumers Energyreceived the faxed form on 05/02/2018. Upon contacting the doctor'soffice listed on the form, they advised that the customer had beenreleased from their practice and they are no longer a patient.- We contacted the customer following that verification on 05/02/2018 toadvise that a valid medical emergency form would need to be provided orthe customer would need to pay the account off or seek assistance torestore the service.CUSTOMER CONTACT SUMMARY05/03/2018 | 12:14 PM- I contacted Ms. [redacted] (who is authorized on the account) on05/03/2018 at ###-###-#### to discuss the concerns she submitted to theRevdex.com regarding this account.- When I asked her about the denied medical emergency form, she confirmedthat her mother-in-law does not currently have a doctor at the practice.I told her that if we receive a valid medical emergency form, the servicecan be restored temporarily while she addresses the balance.- Since she's received assistance for this account in the past, I askedMs. [redacted] if she's currently working with any agencies. She told methat she was working with True North, but they never called her back aftershe applied for assistance. A recent call into them verified that theydidn't receive her application, so that process was never started.- I told Ms. [redacted] that I understood her mother-in-law was at the homewithout power, but advised that we could not restore the service withoutreceiving a valid medical emergency form or authorization from an agencythat assistance funding will be approved. I provided her with the phonenumber to the United Way of Jackson and First Call for Help and advisedthat there is still available assistance funding. Since she qualified forthat assistance before, it's likely she'll be able to get help with thecurrent balance.- I verified that we have agents available 24/7 once a valid medicalemergency form is received or a payment is authorized to restore theelectric service.- I provided Ms. [redacted] with my contact information and verified she hadno other questions. I advised she call me if she needed additionalassistance with this.SUMMARY OF RESOLUTION1. Address SNP- This account was disconnected due to non-payment for a past-due balanceof $472.68.- The customer has only made one payment in the last 7 months.2. Medical Emergency- Consumers Energy has approved medical emergency holds in the past, mostrecently from 03/09/2018 - 03/30/2018.- A recent medical emergency hold was denied on 05/02/2018 because thedoctor's office verified that the customer's mother-in-law is no longer apatient of their practice.3. Assistance Help- Ms. [redacted] indicated that she was working with True North, but theydid not receive the application she sent. I provided her with contactinformation for the United Way of Jackson and First Call for Help.- Ms. [redacted] is aware that unless she pays the required $483.68 torestore service, a valid medical emergency form will need to be faxed tous or an agency will need to authorize assistance funding be applied toher account.Customer concerns have been addressed.Compliant closed 5-3-2018Tell 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]
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...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Power was turned back on at our new home last night as promised by consumers.
Regards,
[redacted]
09/07/2016 11:15:05 [redacted] W. [redacted] (BW[redacted])[redacted] / 8758 / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/2013 - PresentI spoke with Ms. [redacted] on 09/07/2016 at 11:15 AM. I apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with...
sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in half. Also, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in 5 businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/2016 14:10:23 [redacted] W. [redacted] (BW[redacted])[redacted] provided an update on 09/07/2016:I spoke with the customer at 1:55 today. I explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairs. I#m going to meet her tomorrow to discuss sod and reimbursementfor the bush. The customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/2016 10:58:56 [redacted] W. [redacted] (BW[redacted])I sent a request for an update to [redacted] on 09/09/2016.09/09/2016 12:19:13 [redacted] W. [redacted] (BW[redacted])I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bush. I alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the project. Sheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sod. The customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here...
01/03/2018 14:55:55 EST [redacted] [redacted])[redacted]Account Number: [redacted]Dates of Service: Prior to June 2008 - Present[redacted]1/3/18 - Assigned to: Gas Choice Customer[redacted]CUSTOMER CONTACT SUMMARY:1/3/18 2:40 pm- I called...
[redacted] at [redacted] and left a voicemail explaining I received the inquiry she placed with the Easter Revdex.com and have forwarded it to our Gas Choice department. I let her know they will be following up with her within the next few business days.01/05/2018 07:36:14 EST [redacted] [redacted])[redacted]SUMMARY OF RESOLUTION:1/4/18- I received the following information from [redacted]n Gas Customer Choice:I called and left a message for [redacted] and she returned my call. After looking into her situation we are going to waive the 12 month crossover rule and allow her to enroll with Grand Rapids Energy. We also discussed if she wants to switch suppliers in the future she should not cancel with the old supplier but to just sign up with the new supplier. She is aware that the rule is if you cancel with a gas supplier and return to the utility you must remain a user of the utility's natural gas commodity for 12 months.- [redacted] also sent [redacted] the following email to [redacted]:[redacted],It was a pleasure speaking with you this afternoon. Here are some additional Gas Customer Choice Program resources- This is a website that provides information for customers hosted by the Michigan Public Service Commission (our regulator): [redacted] This is Consumer Energy#s gas tariff which contains the rules that govern the program. If the link does not work correctly the GCC portion begins on page 135: [redacted].Have a great day![redacted]Gas Management Services - Gas Customer Choice[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. Customer is now aware that if you cancel with a supplier and come back to CE that you are to stay for 12 months. If you want to change suppliers you can but don't cancel with old supplier first just sign up with new supplier.2. Email was sent to customer with the above links to Gas Choice Customer information for future reference.3. Customer was currently with CE but crossover rule was waived so that she can sign up with Grand Rapids Energy.Complaint closed 1-5-18.
03/12/2018 12:09:03 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] M [redacted] / [redacted] / [redacted] [redacted] RD HESPERIADates of Service: 11/03/2014 - PresentRELEVANT ACCOUNT INFORMATION- Mr. [redacted] is currently on the Shutoff Protection Plan for $234.00 permonth- The enrollment took place on...
01/23/2018- The January bill was generated on 01/25/2018due on 02/19/2018 for$234.00- The next bill was generated on 02/23/2018 for $468.00 (2 SPP Paymentsowing)- We received a $234.00 payment on 03/08/2018, this took care of theJanuary SPP payment, due on 02/19/2018- As of today, 03/12/2018, the SPP amount owing is $234.00CUSTOMER CONTACT SUMMARY- Left message for Mrs. [redacted] on 03/12/2018 at 12:55 PM, at phone number###-###-####03/12/2018 16:52:17 EST [redacted] W. [redacted] (BW[redacted])- Ms. [redacted] called back on 03/12/2018- I apologized for the misinformation provided by the first CSR- She is aware I will be providing this for coaching- I went through the timeline above and explained why she does owe the$234.00 for her SPP payment- She said she never received the first bill with the SPP payment owing- I then offered her a $50.00 credit; she accepted- She thanked me for following up- Requested $50.00 amends on accountSUMMARY OF RESOLUTION- Address claim of billed for two cycles in one month/Need for adjustmentResolution: Customer didn't receive first bill on SPP, received secondbill and paid it shortly after receiving it. She is aware she owes forboth payments, minus the $50.00 credit. Mrs. [redacted] knows there will beno further bill adjustment beyond the credit offered.- Address rude customer serviceResolution: I apologized for the way she was treated and let her know Iwould be providing this feedback to our Contact Center for internalfollow-up.I provided this information to John Racine for Contact Center follow-up.Corporate Complaint closed 03/12/2018
06/11/10:54: [redacted] s [redacted] (ASBERTRA) Assigned out to Po Box: Metro Property restorations Called and left a voicemail for Mrand Mrs [redacted] 06/12/13:38: [redacted] s [redacted] (ASBERTRA) ***, This work will be completed by June I have also left a message for the customer about this date of completion [redacted] 06/17/14:13: [redacted] s [redacted] (ASBERTRA) I received an email response from [redacted] supervisor in Metro Property restoration 6/17/stating that the repair have been made at this address I attempted to reach the customer again 6/17/no answer I am sending a letter for closure June 17, [redacted] Account Number: [redacted] Dear [redacted] This letter is in response to the inquiry you filed with the Eastern Revdex.com in regards to driveway repairs Foremost, I apologize for the frustration and inconvenience you have experiencedBased upon your email, as well as the length of time involved, our customer service regarding this matter has not been consistent with Consumers Energy#s intent to serve our customers well Our property restoration department and I have attempted to contact you to discuss your driveway repairsUnfortunately we have not been able to reach youOur records show as of today June 17th the repairs have been completedIf you have further questions regarding the repairs please contact our property restoration department at ###-###-#### Also feel free to contact me at ###-###-#### extension [redacted] or ###-###-#### if you have any further concerns or questions regarding this matterAt this time I have closed your inquiry Sincerely, [redacted] Customer Care Representative as [redacted] @cmsenergy.com cc: Eastern Revdex.com
[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 would like to thank you first and foremost for helping to resolve this ongoing issue with Consumer's Energy which began with a problem in November of last year We were told that Consumer's Energy would contact us in April regarding property restoration of our driveway Consumer's never did and after weekly calls in the month's of April, May and June as well as emails to their property restoration department, we were never given a date In the meantime our neighbors and neighborhood association had complained to usWe also had numerous orange cones and an unusable driveway to contend with I finally asked if we could repair it ourselves and they said they do not reimburse for concrete work I was told their supervisor was on vacation, I was told to call their contractor Kerwin I was given many excuses and no real actual help For Consumer's to say that this was not representative of the service they would like to provide to their customers is an understatement Only after we filed this complaint was any action taken by Consumer's Energy I wish we would have filed an initial complaint with Revdex.com in November when we smelled gas inside our home and had different Consumers employees check our furnace and stove and never resolve the problem I have young children in the home and we were told it was our furnace that was the issue so after waiting week with no furnace and no heat a new furnace was installed Several thousand dollars later with a new furnace we still had a gas issue in our home Consumer's finally checked the gas pressure entering our home Upon realizing that it was their gas line into our home and an issue with the pressure they dug up our driveway and street at midnight in November It is a real understatement to say this is not the service we want to provide I honestly wish we had a choice in gas service providers and I wish that they would be more diligent in working with their customers and contractors to get a job done. I thank you again for your efforts in helping us to resolve this issue with them.Regards, *** ***
On 02/25/2016, customer's energy account was enrolled on Recurring Card Payment option. The full amount of the customer's monthly energy bill will be charged to her credit card on the date her bill is issued each month. Enrollment in Auto-Pay with a credit card is automatic and became effective...
immediately. At the time of enrollment, customer's past due plus current (total charges) were paid on 02/25/2016. All future bills will be charged on the date her bill is issued. I attempted to call Ms. [redacted] this morning 02/29/2016 (approximately 10AM) by calling [redacted]. There was no answer. I left a voicemail message with my name and telephone number.02/29/2016 16:14:29 [redacted]) 2/29/2016 EMJ - Spoke with [redacted]. Advised her that [redacted] is reviewing her account and will be in contact with her before the end of the week. She is very glad that her concern is being reviewed.03/03/2016 18:34:29 [redacted]) I attempted to call customer this evening 03/03/2016 6PM. There was no answer. I did not leave a voicemail message. I will respond to customer by email:From: [redacted]Sent: Thursday, March 03, 2016 7:12 PMTo: [redacted]Subject: Consumers Energy - Payment Options for your Energy AccountAccount Number: [redacted]Dear Ms. [redacted],I am sending this email to respond to your inquiry you filed with the Eastern Revdex.com regarding payment options for your account. I would have like to talk to you about your concern but I was unable to reach you by telephone when calling [redacted]. Consumers Energy offers several options for paying your bill. Auto Pay # Checking, Savings, Credit or Debit Card: Your monthly bill will be automatically deducted from your checking or savings account or billed to your Visa or MasterCard or debit card. One-Time Online Payment-Checking or Savings Account: Choose the amount and date of your online payment. Pay Online at your Financial Institution: You will need to provide our contact information # Consumers Energy [redacted] (Fees may apply. Contact your financial institution for assistance.Authorized Pay Agents and Consumers Energy Payment Offices. Same Day Payment by Phone: Make an immediate one-time payment with your Visa or MasterCard or debit card, or electronic check using a third party. There is a $6.25 fee applied to each payment. Pay by Text: Enroll in Billing and Payment text alerts through your online profile, verify or add your financial information and text Pay to make a payment. Pay by Mail: Send check or money order to Consumers Energy PO Box 740309 Cincinnati, OH 45274-0309. On February 25, 2016, your account was enrolled on the Recurring Card Payment option. Your bill will be automatically billed to your credit card each month on the day your bill is presented. This service is secure. If you have questions or would like to discuss this matter further, please call or email me. I will be happy to assist you.Respectfully,[redacted]Customer Care RepresentativeOffice: [redacted]Email: [redacted]
[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 I just checked my voicemail to see if the icon just never showed up but that is not the case. They have not once left me a message or even tried to call me back. They are spewing lies and I have phone records which prove these statements they issued are lies. Also they are not resolving this issue one bit. They say they will change their policy but that is no good as they have already invaded the privacy of our homes. Also we just stated that we want to be removed from the appliance program and refunded but they are refusing, Which they are also stating they are refusing to remove us from the program. How is it legal for them to lock us into a contrat with no limits, They should have at least removed us from being billed any more. This company still does not wish to own up to their mistake and for that they can enjoy the many more reviews of their invasion of privacy.
Regards,
[redacted]
02/14/2017 09:45:30 EST [redacted] A. [redacted])[redacted] G [redacted]CA# 3646[redacted] CT WESTLAND MI 48186-4782Dates of service: 11/11/12 - present.Current account balance: $4908.37There is no current dunning/turn off notice on the account.02/14/2017 15:59:06 EST [redacted] A. [redacted])4:00 pm - I...
called ###-###-#### and got voicemail. I left a message withmy contact information requesting a call back.02/17/2017 11:22:08 EST [redacted] A. [redacted])The customer had not contacted us to set up service/billing in his namefor the natural gas service at this address. The previous customer hadbeen turned off for non-payment and unknown to us, had turned the gasservice back on without authorization.Actual meter readings were taken each month so we were able to tell whenthere was gas usage showing, which proved that the gas service was turnedback on prior to [redacted] moving to this location.Our records had documented who the property owner was at this address andour investigator called the owner to verify who was living in the home andwhen they moved in. The owner provided us with Mr. [redacted]'s information.The investigator was not aware that we were only able to bill the customerfor 1 year of service from the date of discovery (Dec. 15, 2016) andinstead billed him for the entire time he's been at this address.I have gone back and determined that Mr. [redacted] is only responsible forservice from December 15, 2016 and that $3611.43 should be removed fromthe current balance, leaving a balance of $1149.25 as his responsibility.11:21 am - I called and spoke with [redacted] regarding his concerns.I explained the above information and [redacted] was very relieved to hearthat such a large portion of the balance was going to be removed. (I havesubmitted the request.) He told me that he's gone to DHS for assistanceand they have said that they will commit to $850.00 and he's contactingthe Salvation Army for help with the remainder.[redacted] did not want to set up a payment arrangement at this time becausehe's hoping to get agency assistance with the balance. He has my contactinformation if he needs to get in touch with me in the future for anarrangement.At this time, [redacted] has no further questions or concerns. He thanked mefor my assistance and we released the call.COMPLAINT CLOSED 02/17/17
She is willing except the offer from consumers energy with ssp payment option to save the bill and she told us she be willing to pay $122 by march 8 and $149 from than on I just need someone to contact her to but her mind at ease or adjust the bill and send her email confirming that if be willing to do this I will consider the matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
05/21/2018 10:09:12 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / [redacted] / [redacted] EBELAR DR TRAVERSE CITYDates of Service: 03/15/2017 - 03/29/2018RELEVANT ACCOUNT INFORMATION- The move-out was requested via the IVR (automated system)- The total balance is $32.58- The balance...
is not old enough to be sent to the credit bureaus We have reached the customer and have resolved the issue, please find thedetails below.After reviewing the call the agent and supervisor did touch bases on whythe customer was calling but the CSR did not educate the customerthoroughly on the IVR SYSTEM however they were apologetic to the customersconcerns. I have talked the customer and educated him on our IVR systemalong with sending him out a duplicate bill. The customer was happy that Icalled him back to educate him on the account and the fact that I emailedhim his final bill. He was able to see it while we were on the phonetogether. I have offered the customer a credit of $50.00 (amends) and theremainder of the credit will be mailed to him once it's placed on to theaccount- I replied back asking why the bill was not sent to the correct address05/25/2018 08:38:56 EST [redacted] W. [redacted] (BW[redacted])- I sent a second request for information why the bill wasn't sent to thecorrect address05/25/2018 08:40:39 EST [redacted] W. [redacted] (BW[redacted])- [redacted] informed me the mailing address issue was due to CSR Error SUMMARY OF RESOLUTION- Address Final Bill/Collection AgencyResolution: The final bill has been covered with a credit to thecustomer's account. The bill was not past due long enough to affect thecustomer's credit. Once the credit has been applied, it will reflect onthe Collection Agency's end as well.- Address why bill was sent to incorrect address
08/29/2016 16:33:25 [redacted])[redacted] [redacted] / [redacted]-Assigned to [redacted], inquiry is due on 09/08/2016 15:17:31 [redacted]) 9/6/16-[redacted] with our Appliance Service plan group advised that she had placed a call to [redacted] and that he was unavailable...
at the time but would call her back later today. 9/7/16-I checked with [redacted] to see if she was able to touch base with [redacted] and she stated she had not heard back from him but would draft a letter for closure-We worked to draft a letter to [redacted] to address his concerns however did not have it completed today 9/8/16-[redacted] was able to speak with [redacted] today and provided the following: I just spoke to [redacted] and he has agreed to keep the appliance service plan. We spoke about the issue with the water heater on 2/2016 and he said it never stop heating up his HOT water, per the notes he needed a gas valve which was NLA. But the unit still worked fine until it started leaking on 08/2016. Was told he would be paid on the gold plan and when he called in to see how much longer it would be we told him that he was not eligible.My resolution for the customer was to keep him on the program and issue the gold check for the water heater $300. I apologized to him and stated where I thought the confusion came in for his repair. He is fine and happy and said he did not want to file a complaint with the Revdex.com but that the agents were rude to him and he felt was forced to take that measure to get to speak to a logical person. [redacted] is aware if he has any further questions to contact me directly.COMPLAINT CLOSED 9/8/16
08/21/2017 16:06:00 EST [redacted] N [redacted] (RNRICHAR)CUSTOMER INFORMATION:[redacted] [redacted], Saint Johns MI 48879-8913Account number: [redacted]Dates of service: 01/31/17 to present.CUSTOMER INQUIRY OPENED AS OF 08/21/17.08/21/2017 17:06:47 EST [redacted] N [redacted] (RNRICHAR)RELEVANT...
ACCOUNT INFORMATION:Timeline of events:-08/13/17 - 3:11 pm - customer made an online payment for $290.27-08/13/17 - 3:12 pm - customer made an online payment for $117.42-08/14/17 - 2:20 pm - Customer Service Representative (CSR) [redacted]accessed the account. She requested from our Electronic Payments PO Boxfor the payment to be reversed.-08/18/17 - 3:20 pm - CSR [redacted] sent a second request for thepayment to be reversed. She did call the customer to inform them of therequest.-08/19/17 - 10:30 am - CSR [redacted] sent a third request to PO Box:Electronic Payments to reverse the payment the customer authorized online.-08/21/17 - 7:43 am - [redacted] in Electronic Payments group confirmedthe payment has been reversed, and will post to her bank account within 3business days. [redacted] left a voicemail message with the customerto confirm this information.-08/21/17 - 1:31 pm - The customer spoke with a Call Center Team Leader([redacted]), advised the customer of the above information. Thepayment reversal should have taken place within 2 business days (08/16),but was not processed until today (08/21). This will be reviewed forpossible coaching with our Electronic Payments group, and [redacted] agreed toadd a credit of $70.00 to the customer's account (to appear on the nextbilling statement) in light of customer service, as well as to cover theoverdraft fees the customer states they accrued.CUSTOMER CONTACT SUMMARY:- 08/21/17 - 4:37 pm - spoke with [redacted] at phone number###-###-####. We discussed:- The timeline of events (above).- She authorized a payment for $290.27 (the full accountbalance), and then 1 minute later authorized a payment for the past dueamount of $117.42.- She confirmed that she spoke with [redacted] earlier, who wasable to resolve her concerns by confirming that the payment was reversed back to her bank, and a credit would be applied to her next billing statement for $70.00 to cover any fees from her bank. [redacted] also agreed to review the calls with [redacted] and [redacted] for any possible coaching opportunities as well as recommend coaching for our Electronic payments group to prevent delays in payment reversal in the future.Ms. [redacted] states she doesn't remember authorizing the payment for the full balance, but does remember it being an option to pay. I was able to look into this, and confirmed that she authorized both payments and that no error occurred. In the future, we agreed that it is best to confirm only the amount she is looking to pay, and can contact our customer service department for any assistance before a payment is authorized. She plans on paying by check going forward.The customer thanked me for the follow up call, and feels that her concerns have been addressed. She is satisfied with the resolution. SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customer authorized both payments, and she has chosen to pay with a check by mail in the future to prevent this from occurring again.-(over draft fees/late charges) - Call Center Team Leader authorized a $70.00 credit to the customer's account. CLOSING CUSTOMER INQUIRY AS OF 8/21/17resolve her concerns by confirming that the payment was reversedback to her bank, and a credit would be applied to her next billingstatement for $70.00 to cover any fees from her bank. [redacted] also agreedto review the calls with [redacted] and [redacted] for any possible coachingopportunities as well as recommend coaching for our Electronic Paymentsgroup to prevent delays in payment reversal in the future.- Ms. [redacted] states she doesn't remember authorizing thepayment for the full balance, but does remember it being an option to pay.I was able to look into this, and confirmed that she authorized bothpayments and that no error occurred. In the future, we agreed that it isbest to confirm only the amount she is looking to pay, and can contact ourcustomer service department for any assistance before a payment isauthorized. She plans on paying by check going forward.- The customer thanked me for the follow up call, and feelsthat her concerns have been addressed. She is satisfied with theresolution.SUMMARY OF RESOLUTION:- (Took money without authorization) - We determined that the customerauthorized both payments, and she has chosen to pay with a check by mailin the future to prevent this from occurring again.- (over draft fees/late charges) - Call Center Team Leader authorized a$70.00 credit to the customer's account.CLOSING CUSTOMER INQUIRY AS OF 08/21/17
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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...
05/03/2018 11:55:50 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] / [redacted] [redacted] BEAVERTON MI 48612-9786Dates of Service: 01/09/2017 - PresentRELEVANT ACCOUNT INFORMATIONDunning HistoryDate Action03/09/2018 Turn-Off Notice Mailed ($483.10)04/03/2018 Mid-Cycle Call...
Made - Completed04/06/2018 Intent to Disconnect Mailed05/02/2018 Service Disconnected due to Non-Payment12 Month Payment HistoryDate Amount06/07/2017 $94.6609/05/2017 $100.0009/22/2017 $1,306.74 (Agency Payment)02/06/2018 $250.53- This customer requested to enroll in the Shut-Off Protection Plan on12/19/2017 and 01/10/2018, but failed to make either required down paymentto enroll in the plan. There have been a total of three failed enrollmentattempts into the Shut-Off Protection Plan within the last 12 months.- A medical hold was approved from 03/09/2018 - 03/30/2018. A secondmedical hold was requested to restore the service and Consumers Energyreceived the faxed form on 05/02/2018. Upon contacting the doctor'soffice listed on the form, they advised that the customer had beenreleased from their practice and they are no longer a patient.- We contacted the customer following that verification on 05/02/2018 toadvise that a valid medical emergency form would need to be provided orthe customer would need to pay the account off or seek assistance torestore the service.CUSTOMER CONTACT SUMMARY05/03/2018 | 12:14 PM- I contacted Ms. [redacted] (who is authorized on the account) on05/03/2018 at ###-###-#### to discuss the concerns she submitted to theRevdex.com regarding this account.- When I asked her about the denied medical emergency form, she confirmedthat her mother-in-law does not currently have a doctor at the practice.I told her that if we receive a valid medical emergency form, the servicecan be restored temporarily while she addresses the balance.- Since she's received assistance for this account in the past, I askedMs. [redacted] if she's currently working with any agencies. She told methat she was working with True North, but they never called her back aftershe applied for assistance. A recent call into them verified that theydidn't receive her application, so that process was never started.- I told Ms. [redacted] that I understood her mother-in-law was at the homewithout power, but advised that we could not restore the service withoutreceiving a valid medical emergency form or authorization from an agencythat assistance funding will be approved. I provided her with the phonenumber to the United Way of Jackson and First Call for Help and advisedthat there is still available assistance funding. Since she qualified forthat assistance before, it's likely she'll be able to get help with thecurrent balance.- I verified that we have agents available 24/7 once a valid medicalemergency form is received or a payment is authorized to restore theelectric service.- I provided Ms. [redacted] with my contact information and verified she hadno other questions. I advised she call me if she needed additionalassistance with this.SUMMARY OF RESOLUTION1. Address SNP- This account was disconnected due to non-payment for a past-due balanceof $472.68.- The customer has only made one payment in the last 7 months.2. Medical Emergency- Consumers Energy has approved medical emergency holds in the past, mostrecently from 03/09/2018 - 03/30/2018.- A recent medical emergency hold was denied on 05/02/2018 because thedoctor's office verified that the customer's mother-in-law is no longer apatient of their practice.3. Assistance Help- Ms. [redacted] indicated that she was working with True North, but theydid not receive the application she sent. I provided her with contactinformation for the United Way of Jackson and First Call for Help.- Ms. [redacted] is aware that unless she pays the required $483.68 torestore service, a valid medical emergency form will need to be faxed tous or an agency will need to authorize assistance funding be applied toher account.Customer concerns have been addressed.Compliant closed 5-3-2018Tell 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]
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...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Power was turned back on at our new home last night as promised by consumers.
Regards,
[redacted]
09/07/2016 11:15:05 [redacted] W. [redacted] (BW[redacted])[redacted] / 8758 / [redacted] SAINT CLAIR SHORESDates of Service: 01/03/2013 - PresentI spoke with Ms. [redacted] on 09/07/2016 at 11:15 AM. I apologized thishasn't been resolved for her yet.She said that if we're willing to fix the area with...
sod, she would bewilling to water it to make sure it grows.She also said she hasn't received any information regarding the bush wecut in half. Also, she has a company coming out to provide an estimatesoon.I let her know we are planning to have a resolution to her in 5 businessdays.She thanked me for calling.I've assigned this inquiry to PO Box: [redacted] forresolution.09/07/2016 14:10:23 [redacted] W. [redacted] (BW[redacted])[redacted] provided an update on 09/07/2016:I spoke with the customer at 1:55 today. I explained that we DO care abouther concerns and that is why we sent a crew out on Friday to make lawnrepairs. I#m going to meet her tomorrow to discuss sod and reimbursementfor the bush. The customer is upset but I feel that she will be happy withus after her issues are resolved.09/09/2016 10:58:56 [redacted] W. [redacted] (BW[redacted])I sent a request for an update to [redacted] on 09/09/2016.09/09/2016 12:19:13 [redacted] W. [redacted] (BW[redacted])I received a resolution from [redacted] on 09/09/2016:I explained the steps involved with the installation of her new serviceso that she could see why it was necessary to remove the bush. I alsoinformed her that her hard surface repairs are scheduled for next week andfinal soft surface repairs would be completed by 9-23-16.I stated that if we replaced her damaged lawn with sod that it would bescheduled for the middle of October, near the end of the project. Sheagreed to a meeting with me prior to installation of sod to evaluate thegrowth that will have occurred.She was happy for the information that I gave, and seemed to be happy withthe plan in place in regards to the sod. The customer is going to send mean estimate for replacement of the bush that was damaged duringconstruction and I will request that a check be issued.Corporate Complaint closed 09/09/2016______________________________________________________________________...⇄ us why here...
01/03/2018 14:55:55 EST [redacted] [redacted])[redacted]Account Number: [redacted]Dates of Service: Prior to June 2008 - Present[redacted]1/3/18 - Assigned to: Gas Choice Customer[redacted]CUSTOMER CONTACT SUMMARY:1/3/18 2:40 pm- I called...
[redacted] at [redacted] and left a voicemail explaining I received the inquiry she placed with the Easter Revdex.com and have forwarded it to our Gas Choice department. I let her know they will be following up with her within the next few business days.01/05/2018 07:36:14 EST [redacted] [redacted])[redacted]SUMMARY OF RESOLUTION:1/4/18- I received the following information from [redacted]n Gas Customer Choice:I called and left a message for [redacted] and she returned my call. After looking into her situation we are going to waive the 12 month crossover rule and allow her to enroll with Grand Rapids Energy. We also discussed if she wants to switch suppliers in the future she should not cancel with the old supplier but to just sign up with the new supplier. She is aware that the rule is if you cancel with a gas supplier and return to the utility you must remain a user of the utility's natural gas commodity for 12 months.- [redacted] also sent [redacted] the following email to [redacted]:[redacted],It was a pleasure speaking with you this afternoon. Here are some additional Gas Customer Choice Program resources- This is a website that provides information for customers hosted by the Michigan Public Service Commission (our regulator): [redacted] This is Consumer Energy#s gas tariff which contains the rules that govern the program. If the link does not work correctly the GCC portion begins on page 135: [redacted].Have a great day![redacted]Gas Management Services - Gas Customer Choice[redacted]CUSTOMER CONCERNS TO BE ADDRESSED:1. Customer is now aware that if you cancel with a supplier and come back to CE that you are to stay for 12 months. If you want to change suppliers you can but don't cancel with old supplier first just sign up with new supplier.2. Email was sent to customer with the above links to Gas Choice Customer information for future reference.3. Customer was currently with CE but crossover rule was waived so that she can sign up with Grand Rapids Energy.Complaint closed 1-5-18.
03/12/2018 12:09:03 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] M [redacted] / [redacted] / [redacted] [redacted] RD HESPERIADates of Service: 11/03/2014 - PresentRELEVANT ACCOUNT INFORMATION- Mr. [redacted] is currently on the Shutoff Protection Plan for $234.00 permonth- The enrollment took place on...
01/23/2018- The January bill was generated on 01/25/2018due on 02/19/2018 for$234.00- The next bill was generated on 02/23/2018 for $468.00 (2 SPP Paymentsowing)- We received a $234.00 payment on 03/08/2018, this took care of theJanuary SPP payment, due on 02/19/2018- As of today, 03/12/2018, the SPP amount owing is $234.00CUSTOMER CONTACT SUMMARY- Left message for Mrs. [redacted] on 03/12/2018 at 12:55 PM, at phone number###-###-####03/12/2018 16:52:17 EST [redacted] W. [redacted] (BW[redacted])- Ms. [redacted] called back on 03/12/2018- I apologized for the misinformation provided by the first CSR- She is aware I will be providing this for coaching- I went through the timeline above and explained why she does owe the$234.00 for her SPP payment- She said she never received the first bill with the SPP payment owing- I then offered her a $50.00 credit; she accepted- She thanked me for following up- Requested $50.00 amends on accountSUMMARY OF RESOLUTION- Address claim of billed for two cycles in one month/Need for adjustmentResolution: Customer didn't receive first bill on SPP, received secondbill and paid it shortly after receiving it. She is aware she owes forboth payments, minus the $50.00 credit. Mrs. [redacted] knows there will beno further bill adjustment beyond the credit offered.- Address rude customer serviceResolution: I apologized for the way she was treated and let her know Iwould be providing this feedback to our Contact Center for internalfollow-up.I provided this information to John Racine for Contact Center follow-up.Corporate Complaint closed 03/12/2018