12/12/2017 15:00:11 EST [redacted] A. [redacted] (JA[redacted])CUSTOMER INFORMATION:[redacted] A [redacted]CA# [redacted] SOUTHFIELD MI 48034-1557Dates of service: 11/01/17 - present.RELEVANT ACCOUNT INFORAMTION:- Previous customer at this address stopped service on 10/30/17. Servicewas then listed under...
"Current Occupant".- SAP shows that the customer requested a Move Out online on 10/30/17. Noevidence of a Move in request. I have sent an email to [redacted] askingfor her help.- Gas service was turned off at 10:24 on 12/07/17.- Move was completed by CSR in the contact center on 12/08/17 and an orderplaced to restore the customer's service asap.- Customer's gas service was restored at 9:51 am on 12/10/17. The orderwas assigned to a technician on 12/08 but it was not able to be completedthe same day. The technician was pulled away at least once for a gasemergency.12/18/2017 10:29:49 EST [redacted] A. [redacted] (JA[redacted])- I asked for assistance from our online technical team, asking them tolook into Ms. [redacted]'s online requests. They have found that she onlyrequested to Stop Service on 10/30/17 and there were no requests onlinefrom her to start service at the [redacted] address.- When requesting to Start, Stop or Transfer service online, there are 3separate buttons, one for Start Service, one for Stop Service, and one forTransfer Service. Ms. [redacted] only requested to Stop Service. Whenstopping service, we do ask for a forwarding mailing address which is whywe had her new address listed on the old account.CUSTOMER CONTACT SUMMARY:12/12/17: 3:10 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/15/17: 12:11 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/18/17: There has been no response to my voicemail messages. I amsending the following letter by mail and email to the customer forresolution:December 18, 2017[redacted] A. [redacted].Southfield, MI 48034-1557Account Number: [redacted]Dear Ms. [redacted],I#m pleased to let you know that we've received your concerns regardingyour gas service at [redacted]. Southfield, MI from the EasternRevdex.com. Because our customers are important to us, we'vetaken your concerns seriously and have reviewed your account.I have also connected with our online technical team and have asked themto review your online requests. The information that I have been providedwith is that when you went online on October 30th, you placed a request tostop service at your previous address on [redacted], however we do nothave a record of you requesting to start service at the [redacted]address.Our online process for starting, stopping or transferring service has 3specific buttons to choose from:[redacted]Screen shot from website showing the choices[redacted]Our records indicate that you selected the Stop Service button so we wereunaware that you needed service at your new address.After the prior customer at the [redacted] address contacted us tocancel their service, a letter was sent to the home addressed to "CurrentOccupant" to notify anyone who may be living there that they needed tocontact us to place the gas service into their name or the service wouldbe turned off. Because this letter had been sent and there was noresponse, the service was turned off. This letter is also why no tag isleft at the home when the service is turned off.We extend our sincere apologies for the delay in the restoration of yourgas service. We ask that when a customer requests new service, that theycontact us 7 - 10 days prior to needing the service so that we canschedule a technician to turn on the service. When you contacted us, ourschedule was already full. Our technicians also have to handle emergencygas leak calls which the state requires we must be respond to within 60minutes. As we cannot predict when and how many of these calls we receive,this can cause a delay in the completion of other orders that come in.Because you have expressed concerns regarding your treatment by ourContact Center staff, I have requested that their management review therecordings of your calls with that office, and take appropriate actionwith the representatives who failed to provide quality customer service toyou.Because the loss of your gas service was not an error on the part ofConsumers Energy, we must respectfully decline your request forreimbursement for the new thermostat you installed. As a gesture of goodfaith, I have requested that a $50.00 bill credit be applied to youraccount.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- Was an online transfer completed: The customer only requested to stopservice through our web site.- Was notice provided before the service was turned off: Yes, a letter wassent to the home in November asking the occupant to contact us to startservice.- Customer Service: I have requested that the recordings of the customer'scalls to the Contact Center be reviewed and coaching provided to theinvolved employees.- Compensation: I have requested a $50.00 good faith bill credit.- Reimbursement for purchase of thermostat: Because the turn off of thecustomer's gas service was not due to an error on the part of ConsumersEnergy, we are not reimbursing the customer for the purchase of thethermostat.- When was the service restored: The service was restored at 9:51 am on12/10/17.COMPLAINT CLOSED 12-18-2017
02/17/2017 10:46:50 EST [redacted] N. [redacted] (EN[redacted])[redacted]/8634[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted]about the account. He stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it...
yet. He stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed. [redacted] had notedthe account with the following:User Notes [redacted] 01/24/2017 11:36:39=======================================================[redacted]3 BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B [redacted], AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER 2 YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/2017 14:01:42=======================================================4477 final bill dispute between cust/cousinper mr [redacted], cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's name. mr awrfinal bill of $892.54 was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr. [redacted]'s name from 12/3/13 to 2/14/14 and thetotal final bill was $892.54. He was upset with the process of notifyinghim and wanted his voice to be heard02/21/2017 11:18:34 EST [redacted] N. [redacted] (EN[redacted])*CONTINUED FROM 2/17/17 CONVERSATION WITH MR. [redacted]I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection information. I advised that we did try to reach out as did ourcollection agencies. Our collection process started in March 2014 and inJuly 2014 was turned over to the collection agency.Mr. [redacted] appreciated the follow up and knows that his voice has beenheard in this matter. While he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe time. In addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the payment. Iasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/17 Tell us why here...
10/03/2017 13:43:43 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] Ln NE, [redacted] MI 49505-5908Account number: [redacted]Dates of service: 06/17/12 to present.CUSTOMER INQUIRY OPENED AS OF 10/03/17.RELEVANT ACCOUNT INFORMATION:CURRENT BALANCE: $364.63 ($206.57...
past due/turn off notice amount)6-MONTH BILL/USE HISTORY:Month: kWh used: Bill amount: Total due:Apr 2017 748 $119.69 $202.58May 2017 686 $110.72 $215.27Jun 2017 1079 $187.19 $301.59Jul 2017 1318 $230.75 $538.07Aug 2017 1199 $206.57 $629.64Sep 2017 918 $154.09 $447.706-MONTH PAYMENT HISTORY:Date: Amount:04/17/17 $150.0005/17/17 $100.0006/12/17 $103.0008/05/17 $115.0008/25/17 $110.0009/13/17 $115.0009/21/17 $115.0009/25/17 $83.07RECENT DUNNING ACTIVITY:Date: Action:09/27/17 Turn off notice sent10/03/2017 14:32:42 EST [redacted] N [redacted]DS (RN[redacted])PAYMENT PLAN HISTORY:- installment plan made on 08/07/17 was defaulted on 09/11/17 fornon-payment of the bill due on 09/13/17 that was not included in the plan.CUSTOMER CONTACT SUMMARY:10/03/17 - 2:55 pm - left a voicemail message for the customer (Dr. [redacted]) at phone number ###-###-#### - letting her know that I have herinquiry and am available to speak with her. I left my phone number forher to call back.10/05/2017 12:04:37 EST [redacted] N [redacted]DS (RN[redacted])10/05/17 - 12:04 pm - left another voicemail message for the customer atphone number ###-###-#### - letting her know that I am still available todiscuss her concerns. I left my direct number for her to call back.10/06/2017 16:40:00 EST [redacted] N [redacted]DS (RN[redacted])LETTER SENT VIA USPS AS WELL AS EMAIL TO THE CUSTOMER ATak@[redacted].com:October 6, 2017[redacted] Ln NE[redacted] Rapids, MI 49505-5908Account number: [redacted]Dear Ms. [redacted],Thank you for your Michigan Agency for Energy (MAE) inquiry about theaccount at [redacted] Ln NE, [redacted] Rapids. I you have some concernsabout the bill and your online account.I have been able to look into your concerns and found that the balance onthe account is $364.63, including the current bill of $158.06 due onOctober 13. There was an installment plan set up through your eservicesprofile on August 2 for bi-weekly payments from August 7 until October 2on the balance of $538.07 (which accounts for the May - July 2017 bills),but that installment plan was cancelled when the bill due September 13became past due.The past due amount of $206.57 accounts for the "current charges" on theAugust 2017 bill, which was due on September 13 and not included in theinstallment plan that you set up online. If you need to set up anotherinstallment plan or need additional time to pay this bill, we would behappy to extend arrangements to you.We're sorry to hear that you're having issues logging on to your onlineprofile. Please know that the online profile you have set up under theUser ID "a[redacted]81" is active and not locked. If you do not remember thepassword to get logged in, you can simply click the "Forgot Password"hyperlink online to reset the password. If you need assistance withresetting the password, we would be happy to set up a temporary one foryou at your request.I regret I have been unable to reach you by phone, and it is my hope thatthis letter has addressed your concerns. There is a hold on your accountthrough October 12 to prevent disconnection. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]dsCustomer Care Representative[redacted].[redacted][email protected] OF RESOLUTION:- (Address shut off notice) - turn off notice sent 09/27/17 for the pastdue amount (shown above)- (Payment History) - 6 month payment history shown above.- (Address her billing and what she owes) - Balance of $364.63 ($206.57past due) shown above.- (Payment Arrangement or plans)- customer has defaulted from a paymentplan she set up online through her eservices account. She is eligible foranother installment plan.- (Address being lock out of on line)- account is "active" and has notbeen locked.CLOSING CUSTOMER INQUIRY AS OF 10/06/17
[redacted] Ionia, 3/7/2016 @ 2:45pm I called and left a message for [redacted]03/10/2016 16:43:05 [redacted] s [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
06/16/2017 12:41:01 EST [redacted] W. [redacted])[redacted] L [redacted] / 9487 / [redacted] [redacted]Service Requested: 06/09/2017I provided this inquiry to the Fraud Supervisor PO Box, [redacted], and[redacted].06/16/2017 14:41:54 EST [redacted] W. [redacted])The electric service was Sealed...
for Non-Payment in Ms. [redacted] name.Dunning HistoryDate Action05/18/17 Turn-Off Notice05/23/17 Mid-Cycle Call - Completed05/26/17 Intent to Disconnect06/01/17 Sealed for Non-PayI received information from Mary Schember on 06/16/2017:I received a request of service from [redacted]. She provided her ID,SS card, and a lease agreement dated 6/12/2017 for herself and [redacted] from landlord [redacted].[redacted] is the previous BP, and owes 1462.43 from this address.I verified per BS&A that [redacted] is the owner of this property.I found connections between [redacted] and [redacted] per social media.My supervisor noted the account on 6/15/17 with the following:[redacted] is aware her balance has to be paid to place service into[redacted]'s name. Ms. [redacted] states she is living in [redacted], has notproof of residency. States she will follow-up with legal documentation.I received a call from [redacted] Hewittt on 6/15/17. I advised him that permy supervisor#s note, [redacted] is aware of what is needed for services to berestored and approval of services for a tenant at this address.I have not received any additional information or contact from anyone.I pulled an Experian Report for [redacted] and I cannot place her at[redacted] S [redacted] Rd [redacted] while service was in Ms. [redacted] name. Ms.[redacted]'s ID was issued of March 2017. It shows her permanent address in[redacted].Based off the information provided by all parties, I will be placingservice into Ms. [redacted]'s name, with her permission and restoring theelectric service.I spoke with Mr. [redacted] on 06/16/2017 at approximately 2:55 PM(phone number ###-###-####). I informed him that in order to placeservice into Ms. [redacted]'s name, I must speak with her.He provided me with her cell number to call before 4:00 PM (###-###-####).I left a message for Ms. [redacted] on 06/16/2017 at 2:58 PM, at phone number###-###-####.06/16/2017 16:15:12 EST [redacted] W. [redacted])I called Ms. [redacted] back at 4:10 PM. I informed her after my investigationI can place service into her name at [redacted] [redacted].She informed me that she was looking into the possibility of moving into adifferent home and would call me back Monday to let me know.I verified Ms. [redacted] has my phone number.06/19/2017 09:09:37 EST [redacted] W. [redacted])Ms. [redacted] called over the weekend and let me know she's interested instarting services.I left her a message on 06/19/2017 at 9:14 AM, at phone number###-###-####.06/19/2017 09:44:12 EST [redacted] W. [redacted])Ms. [redacted] called back at approximately 9:30 AM.I placed service into her name at the original address she made thecomplaint about, [redacted] [redacted].We placed the remote reconnection order for today at 1:30 PM, to give hertime to have the breakers turned off.Ms. [redacted] was happy with the outcome and told me that her concerns weresatisfied.MAE Complaint closed 06/19/2017
06/11/2015 10:54:58 [redacted] s [redacted] (ASBERTRA)
Assigned out to Po Box: Metro Property restorations
Called and left a voicemail for Mr. and Mrs. [redacted]
06/12/2015 13:38:13 [redacted] s [redacted] (ASBERTRA)
[redacted],
This work will be completed by June 17. I have also left a message for the
customer about this...
date of completion.
[redacted]
06/17/2015 14:13:08 [redacted] s [redacted] (ASBERTRA)
I received an email response from [redacted] supervisor in Metro Property
restoration 6/17/2015 stating that the repair have been made at this
address.
I attempted to reach the customer again 6/17/2015 no answer I am sending a
letter for closure.
June 17, 2015
[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
experienced. Based 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 repairs. Unfortunately we have not been able to
reach you. Our records show as of today June 17th the repairs have been
completed. If 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
matter. At this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
as[redacted]@cmsenergy.com
cc: Eastern Revdex.com
09/01/2017 13:48:32 EST [redacted] s [redacted] (ASBERTRA)[redacted] / 7242[redacted] AVE FLINTSERVICE DATES - 9/4/2014 - 8/16/20163/20/2015 PRIOR COMPLAINT WITH CMH [redacted]5- Same issue and [redacted] wasunable to reach the customer by phone. A letter was mailed with abreakdown of the transfer addresses and...
dates. A hearing was not requestedwhen this complaint was filed.1/24/2017 PRIOR COMPLAINT WITH ASB [redacted]1- Same issue, I was not ableto reach customer by phone. Sent almost an identical letter to Claudia'swith the breakdown of the transfers. A hearing was not requested when thiscomplaint was filed.TRANSFER HISTORYTransfer FromAccount 5065[redacted].Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount 9320[redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount 9320[redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account7242[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------TOTAL AMOUNT OF TRANSFER $3715.84TOTAL ACCUMULATED LATE PAYMENT CHARGES SINCE TRANSFER $1629.13REMAINING ACCOUNT BALANCE $1455.34, unpaid balance from 9/4/2014 to8/16/2016 while services were in [redacted]'s name.CUSTOMER CONTACT9/1/2017 - Left a voicemail for Mr. [redacted] to call me back regardinghis concerns.09/11/2017 10:12:39 EST [redacted] s [redacted] (ASBERTRA)9/11/2017 Left a voicemail for Mr. [redacted] to call me back regardinghis concerns.09/12/2017 13:41:00 EST [redacted] s [redacted] (ASBERTRA)[redacted]Correction to the amount of Late payment charges removed, $1551.85 wasremoved. $77.28 of the Late payment charges were valid and charged towardthe balance that had accumulated 9/4/2014 to 8/16/2016Account balance is $1532.62The following letter has been mailed since I have not been successful withreaching Mr. [redacted]September 12, 2017[redacted] AveFlint, MI 48506-3058Account Number: 7242Dear Mr. [redacted],This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your utility bill.I have reviewed your account and our records show you previously filed aninquiry in 2015 regarding this same issue. At that time [redacted]sent you a letter of explanation. An additional inquiry was filed January2017 and I sent a letter of explanation as well.I understand your concern is regarding the $3,715.84 energy charged toyour account. Per the prior investigation completed on your account ourrecords show each time you moved to a new address the final billing wastransferred to your active account. Below is a list of the accounts andaddresses.Transfer FromAccount 5065[redacted].Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount 9320[redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount 9320[redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account7242[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------According to public records and credit reports you resided at [redacted]Street and [redacted] Avenue when the energy charges were accrued.In my review of your account I was able to determine that the balance of$3715.84 exceeds the 6 year collectable rule. Therefore the amount willremain owed under your name but will not be required to be paid for toobtain service and will not be transferred to an active account. Latepayment charges associated with the balance have been removed as well inthe amount of $1551.85.The collectable balance left owing is $1532.62. This balance along with asecurity deposit of $145.00 will need to be paid in full to obtainutilities services.Please if you have any additional questions. I can be reached directly at###-###-####.Sincerely,[redacted]Customer Care Representativeas[redacted]@cmsenergy.comcc: Eastern Revdex.comClosed complaint 9/12/2017Tell us why here...
04/25/2017 16:25:13 EST [redacted] N [redacted] (RNRICHAR)Felecia Jackson1432 Flamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/17 to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/2017 07:57:14 EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC:...
[redacted] + CC: [redacted].04/25/17 # Tuesday at 4:50 pm # spoke with [redacted] at phone number###-###-####. Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorder. The order was an "all day" appointment, and that was between 8 amand 4 pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessary. I agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employees. Ms. [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department([redacted]), who also apologized for her experience, and placed a creditfor $50.00 on her new account. She indicated that [redacted] was veryhelpful, and appreciated the credit.Ms. [redacted] said she is not upset, but would like the service hooked upthere as soon as possible. She has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeter. I have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted]. I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms. [redacted] this morning to discuss her concerns. Iapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new service. She understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with that. Also, I told Ms. [redacted] to make sureher breakers are off so the crew can energize the socket. Sheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/17.
October 19, 2017Ms. [redacted], MI 49642-5729Account number: [redacted]Dear Ms. [redacted],Thank you for your Eastern Revdex.com (Revdex.com) inquiry about theaccount at [redacted]. I understand your electric use has beenhigher than you expected at this...
address and that you have some concernsabout payment arrangements on your account.I have been able to look into your concerns and found that there was anAppliance Service Plan (ASP) on your account from 10/05/13 until 06/03/14.The ASP contract is for 12 months, however in light of customer serviceyour plan was cancelled within 12 months. The charges for the time whenyou had the plan have been paid and did not have an effect on your abilityto set up a payment plan, and there are no "write off" charges on youraccount from that plan.Your account remains eligible for payment arrangements if you need them inthe future.We apologize for any incorrect information provided to you by our CustomerService agent. Please know that this has been shared with the managementteam in our Customer Service department to review for coachingopportunities.I was also able to review a history for your electric and gas use at thisaddress. While you've reduced your gas use over the last two winters, theelectric use has increased slightly during the winter months. Are youusing any supplemental electric heating during the winter months? Thesummer use for the last two years has also increased significantly. Areyou using any cooling equipment, such as air conditioning?While we are able to tell you how much energy is used, we aren't able totell you how it is being used in the home. Now that there is an upgradedmeter at the home, you can monitor your daily and hourly use onlinethrough our website (www.consumersenergy.com). This may help you gain abetter understanding of how you are using the electricity.We do work with local contractors to offer many energy efficiencyprograms, such as a Home Energy Analysis. You can call ###-###-#### toobtain more information about the analysis or if you have any questionsabout the program. Sadly, some of those programs have a charge associatedwith the service they provide. There are also programs available forincome-qualified customers, like the Helping Neighbors Program. You canfind out more information about this program by calling CLEAResult at###-###-#### or on our website at www.consumershelpingneighbors.com.I regret that I have been unable to reach you by phone, and it is my hopethat this letter has addressed your concerns. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- (Address why customer was denied payment arrangements) - There are noconditions that would prevent a customer service agent from being able toset up an installment plan. If the agent was not able to set up aninstallment plan, they should have gotten a team leader involved. Thiswill be sent to review for coaching opportunities with the Contact CenterManagement team.- (Address write off account - ASP) - there are no write off charges onthis account that would prevent the customer from setting up aninstallment plan.- (Do we have documents that customer cancelled ASP and date) thecustomer's contract was from 10/05/13 to 10/04/14, however in light ofcustomer service the ASP contract was cancelled early on 06/03/14 and theywere not charged past the cancellation date.- (Address home inspection and if she qualifies) - HEA and other programsare not provided free of charge to our customers, however the customer mayqualify for help through the Helping Neighbors Program. That informationwas provided in the letter/email sent.- (Address high bills) - the customer's gas use has been reduced duringthe last 2 winters, but that has been accompanied by an increase inelectric during the same timeframe. This may indicate a heat source shiftto electric heat. The increased electric use (on both the old and newmeters) during the summer months could be due to air conditioning, howeverthis will be up to the homeowner to determine.- (Consumption comparison history)- shown above is a 36-month bill/usehistoryCLOSINGTell us why here...
06/21/2016 10:02:21 [redacted] W. [redacted] (BW[redacted])[redacted] T [redacted] / [redacted]Dates of Service: 09/22/2012 - PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $159.4212 Month Payment HistoryDate Amount06/29/15 $86.0008/25/15 $70.0009/21/15...
$100.0011/02/15 $100.0001/16/16 $70.0003/07/16 $100.0003/21/16 $100.0004/04/16 $100.0006/06/16 $150.00Dunning HistoryDate Action05/25/16 Turn-Off Notice Mailed06/01/16 Mid-Cycle Call - Completed06/04/16 Intent to Disconnect MailedPayment Extension Hold 06/04/16 - 06/11/1606/20/16 Sealed for Non-PaymentNotes from Contact Center06/21/2016 - Customer aware had a turn-off notice for $259.42 and onlypaid $150.00. Aware turn-off notices must be paid in full to avoiddisconnection. Customer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a payment. Aware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr. [redacted] has defaulted twice from the Shutoff Protection Plan within thepast 12 months. He's not eligible for another enrollment until August 3,2016.I spoke with Mr. [redacted] on 06/21/2016 at 10:41 AM. He said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off Notice. Therefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistance. He said he sought assistance andcan't get it. I informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$109.42 for the turn-off notice and a $50.00 reconnect fee.Mr. [redacted] said that we're not willing to work with him. I informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balance. I suggested this was an attempt for us towork with him. He disagreed.Mr. [redacted] is aware we need $159.42 to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/2016
[redacted] R [redacted] Jr. / [redacted] [redacted]Dates of Service: 06/09/2016 - PresentI spoke with Mr. [redacted] on 06/09/2016 at 4:00 PM. I let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/2016...
10:21:21 [redacted] W. [redacted] (BW[redacted])Mr. [redacted] called me on 06/10/2016 at 10:15 AM. I informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeowner. Ilet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/2016 12:10:24 [redacted] W. [redacted] (BW[redacted])Information received from the Credit department:[redacted] (phone #[redacted])/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted]Jr. I verified [redacted] Jr. is the legal tenant and resident heresince 10/13/14. There is no stipulation for sub-letting on the lease. Mr.[redacted] doesn't know who [redacted] Jr. (previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/2016. He is aware he is responsible for debtunder previous customer [redacted] Jr. [redacted] has not providedsupporting legal documentation for sub-let. He was the legal tenant andliving in the home during the time Mr. [redacted] service. I agreed to turnon service for $1000.00 towards debt and a $50 reconnect fee. I alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr. [redacted] andMr. [redacted]. Mr. [redacted] shows this address ([redacted] [redacted]) as hisbest address since December 2014. This address report only shows him atthis address for the time period of December 2014 to May 2016.Timeline of Events10/13/14 - Mr. [redacted] requested service in his name. He left a $790.60balance unpaid from this account.08/29/15 - [redacted] requested service in his name, online.Four payments were made to Mr. [redacted]'s account, 2 werereturned. The 2 applied payments totaled $118.00.05/13/16 - Mr. [redacted] requested service in his name, but the move-in wasblocked due to him owing a previous balance of $790.60.05/17/16 - Mr. [redacted] paid the $790.60 balance required to place serviceinto his name. There was no further contact from Mr. [redacted] until theservice was turned off.06/09/16 - Electric service was turned off in Mr. [redacted]'s name.Notes from Contact Center Rep on 06/09/2016:Mr. [redacted]'s ex-wife stated she would pay the other person's ([redacted] Jr) entire bill to get the service turned back on, even if it was5,000.00. She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] [redacted] address,no utility bills. She stated he and ex split up and he moved out, at thattime a web move-in was requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] today. He is aware he is responsible for the debt underprevious customer [redacted] JR. [redacted] has no supporting legaldocumentation to sub-let the home. He was also the legal tenant at thistime.I agreed to turn on services for $1000.00 towards the debt under [redacted], ($2196.23) name plus a $50.00 reconnection fee. I agreed towaive the security deposit and investigation cost.I attempted to reach Mr. [redacted] on 06/10/2016 at 1:34 PM. I spoke withhis sister that said he would be back later today. I informed her I wouldtry to call back then.Mr. [redacted] paid the $1050.00 for reconnection on 06/10/2016. His serviceas restored the same day by 2 PM.06/14/2016 14:42:09 [redacted] W. [redacted] (BW[redacted])06/14/2016 16:05:34 [redacted] W. [redacted] (BW[redacted])Additional information: The balance on Mr. [redacted] account has beentransferred to Mr. [redacted]'s account.I've sent the following email to Mr. [redacted] for closure on 06/14/2016, atemail address [redacted].[redacted][email protected]:Good afternoon Mr. [redacted],I#m writing this as a follow-up to the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June 10 after making a payment of$1050.00. This leaves your total balance owing at $1196.23. We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-1. While speaking with them you should also ask about theHome Heating Credit. Both of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####[redacted].[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I did speak with thus representative on this day regarding the high bill. He gave me those same ridiculous answers which still begs the question why did my power all of a sudden increase more than it has in the last 8 years. This same problem has occurred Statewide with the same ridiculous answers. Nothing has changed at my home to include the use of any space heaters or any other Electric device which would consume this much power. It is a ridiculous response to this problem to say that it must have been the coldest month in 8 years that made my bill go up nearly 50 percent in one month, when the entire state has been gouged by consumers.
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:]
Regards,
[redacted]
11/03/2017 12:32:47 EST [redacted] J [redacted] (DJ[redacted])[redacted] MI 48625Account Number: [redacted]Dates of Service: Prior to May 2008 - Present[redacted]11/2/17 - Assigned to: [redacted]CUSTOMER CONTACT SUMMARY:11/3/17 12:30- I called [redacted] at...
###-###-#### and left a voicemail explaining Ireceived the inquiry she placed with the Easter Revdex.com andhave forwarded it to a meter reading supervisor in her area. I let herknow they will be following up with her within the next few business days.11/09/2017 07:47:39 EST [redacted] J [redacted] (DJ[redacted])[redacted]RELEVANT ACCOUNT INFORMATION:- Threats of Violence - Police Escort on account from 12/9/05 - 1/10/16- Threats of Violence - Police Escort added to the account 11/2/17[redacted]SUMMARY OF RESOLUTION:11/8/17- [redacted] sent me the following information:On 11/7/17 Meter Reading Supervisor, [redacted] had called and lefttwo voicemails with the customer that have not been returned.- Because they have not heard back from the customer the following letterwas sent:November 8, 2017Mrs. [redacted], MI 48625-7353Re: ComplaintDear Mrs. [redacted],We have been attempting to contact you in regards to an issue you haveexperienced with Consumers Energy and your meter reads. We apologize forany inconvenience that this issue has caused you. Your account has beencoded as police escort and your reader will not be coming to your homewithout a police escort.Since we have not been able to get in touch with you, we would like toassure you that we value you as a customer. We apologize again for theinconvenience that this issue has caused you. If you would like pleasecontact me at ###-###-#### or [redacted].[redacted]@cmsenergy.com to discuss thisfurther.Respectfully,[redacted]Gas DistributionTell us why here...
04/26/2018 09:48:32 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] SOUTHFIELD MI 48075-1285Account number: [redacted]Dates of service: 06/14/08 to present.CUSTOMER INQUIRY OPENED AS OF 04/26/18.04/26/2018 09:54:11 EST [redacted] N [redacted]DS (RN[redacted])INITIAL CUSTOMER...
CONTACT:04/26/18 - 9:54 am - left a voicemail message for [redacted] at phonenumber ###-###-#### - letting her know that we have her inquiry and thatit has been assigned to our Appliance Service Plan (ASP) group. They arelooking into her concerns and will be in touch shortly to assist herfurther. I also left my direct phone number in case of any additionalquestions.ASSIGNED TO ASP COMPLAINTS SPOC.05/03/2018 10:14:26 EST [redacted] N [redacted]DS (RN[redacted])RESOLUTION PROVIDED BY [redacted]:TIMELINE OF EVENTS:4/23 - 5:17 pm - washer order created to be completed on 04/25 between 3pm and 6 pm.4/25 # 7:42 am - assigned to [redacted]4/25 # 9:01 am - assigned to [redacted]4/25 # 2:39 pm - assigned to [redacted]4/25 # 6:35 pm - customer called in looking for an update on a work order,was advised tech would be 15 minutes late, it has been 30 minutes. Anescalation was created for a missed appointment.4/25 # 9:48 pm - returned by [redacted], with the remark of: no time4/25 - 11:59 pm - Received e-mail from customer requesting cancelation ofwork order and planCUSTOMER CONTACT SUMMARY:4/30 # attempted a call to the customer, but there was no voicemailavailable5/1 - spoke with Ms. [redacted] today to discuss her concerns.- I apologized for the frustration she experienced, and assuredher that this has been reviewed for coaching opportunities with thescheduler, field technicians, and the ASP phone agents.- I offered to personally ensure her washer was repaired, sheindicated she no longer needed repair and has replaced her appliances.- She requested we provide her a refund for her ASP plan, and Iagreed to refund her in light of customer service.- I asked if she wanted it as a check or on her account, sheindicated no preference.- I told her I would process a refund for the amount she haspaid.- The amount of the $848.85 refund was submitted on 5/1.- She had no further questions at this time.SUMMARY OF RESOLUTION:- (Customers claim of technician not showing up) - TheConsumers Energy field technicians missed the appointment for the repair,noting #no time# to complete the order.- (What can we do to instill confidence in customer about theASP program?) # this has been reviewed for coaching opportunities with theemployees involved, and the customer's money for the ASP program has beenrefunded.CLOSING CUSTOMER INQUIRY AS OF 05/01/18.Tell us why here...
Dear Ms. [redacted],This letter is in response to your inquiry that was filed with the Revdex.com regarding the account at [redacted]. I understand that you had some concerns about a security deposit request and your account balance.I was able to look into your concerns and...
found that on October 30, the electric services were disconnected for a past due balance of $212.72. The total balance at the time was $410.57. The turn-off notice that was sent states that a security deposit and reconnect fee may be charged once the services are disconnected. The reconnection amount came to $418.72($212.72 past due, $11.00 reconnect fee, $195.00 security deposit). These charges are not shown until the next bill that's generated after there connect order, which may have caused some confusion.Once your payment of $418.72 was received on November 3, this left you with a remaining balance of $197.85. This is why the December 5 bill reflected an account balance of $330.11 - the $197.85 past due, the$128.53 current energy charges, and the $3.73 late payment charge.On December 19, a Customer Service supervisor agreed to reverse the$195.00 security deposit and have a credit of $45.00 applied to the account in light of customer service. The deposit was refunded on December 20 and your payment of $131.08 posted on December 25. Once the credit applies to your account, this will leave you with a balance of $66.66 due January 4.Sadly, I have been unable to reach you by phone. If you have anyadditional questions, please feel free to call or send me an email. Iwould be happy to further assist you. My contact information will belisted below.With regards,[redacted]Customer Care Representative
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...
09/06/2017 12:09:07 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / 1489 / [redacted] VERMONTVILLE[redacted] T [redacted] / 1533 / [redacted] VERMONTVILLEDates of Service: Pre-July 2008 - PresentRELEVANT ACCOUNT/PREMISE INFORMATION- This property is owned by [redacted] T & [redacted] S...
[redacted] since 1994 and is 100%homestead- Previous customer is [redacted] T [redacted], who owes $6444.75- Per Experian, [redacted] has resided at this address since 2/8/2013- [redacted] ID also places her at this address since 2/24/2015- Per Experian, [redacted] T [redacted] has resided at this address since 3/11/2006- I received a lease agreement dated 7/24/2017 for [redacted] from[redacted]- Service was reversed out of Ms. [redacted]'s name and placed back into Mr.[redacted]'s nameCUSTOMER CONTACT SUMMARY- I spoke with Ms. [redacted] on 09/06/2017 at 12:50 PM- I informed her that per an address report, we show that she lived atthis address while service was in her name and that Mr. [redacted] is stillliving at this address- I said that the fact they are related does not allow us to deny servicein this case- I explained that we are requiring him to pay his balance because we canstill place him at this address and she benefitted from service in hisname- Then I told her that we could place the service into her name if shecould prove that Mr. [redacted] is living somewhere else*She said she couldn't do this- She said that she will then be looking to move to a new place where shecan start service- I advised her that we wouldn't be holding her responsible for Mr.[redacted]'s bill, as long as Mr. [redacted] doesn't move with her- She thanked me for calling and explaining this information- Then she asked how long the service will remain on for*I informed her I will leave a hold on the account through 09/11/2017;after that, the service could be disconnected- I also requested her payment of $60.22 be refunded to her*She is aware this could take up to 14 days to receiveSUMMARY OF RESOLUTION- FACTA or FraudResolution: This is not a FACTA issue, both parties would have benefittedfrom service under each other's names. This was reviewed by our Frauddepartment.- Why was service placed into her name received a bill, then taken out(denied service)Resolution: As a part of the Fraud review process, service is placed intothe customer's name and will either continue in their name or be reversed.The service was reversed out of Ms. [redacted]'s name after she received abill for a partial month.She made a payment towards this partial-month bill then the service wasreversed out of her name. I have requested this credit to be sent to Ms.[redacted].MAE Complaint closed 09/06/2017 Tell us why here...
09/19/2017 08:38:22 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/2015 - PresentCUSTOMER CONTACT SUMMARY09/07/2017 | 9:07 AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the Better...
Business Bureau and reached his voicemail. Leftmessage with my contact information and explained our Energy Deliverydepartment would be investigating further. Someone from that group wouldthen be calling him to discuss this. Advised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr. [redacted] by phone and reached his voicemail. He left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr. [redacted] again by phoneand was unable to speak with him. He left another message at that timerequesting Mr. [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with him. He left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/2017 to address his concerns:[redacted]September 15, 2017Mr [redacted] MI, 48314Site Address [redacted]Troy, MI 48085Dear Mr. [redacted],This letter is in response to the inquiry that you submitted regarding themeter at your home. I attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/2017 to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/2017. It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger ones. To clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was old. You are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gas. If you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemand. Since the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customer. We're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the home. From there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issue. If you haveany questions please feel free to contact me. My direct line is###-###-####.Sincerely,[redacted]Energy Delivery Request Team Leader[redacted].[redacted]@CMSENERGY.COMTell us why here...
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN[redacted])[redacted] / 0769[redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16...
$269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted]. He stated that he moved out back in January and no longer liveswith [redacted]. He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN[redacted])3/2/17-[redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted]to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017[redacted]Mason, MI 48854-9245Account Number: 0769Dear [redacted],I recently received an inquiry you placed the Revdex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...
04/02/2018 11:17:47 EST [redacted])[redacted] / 1952[redacted] [redacted]SERVICE DATES: 2/1/05-CURRENT-Assigned to ASP Complaints for follow up, inquiry is due on 4/9/1804/04/2018 13:01:37 EST [redacted] with ASP responded with the...
following information: Premium Care, six months June to Dec 2013 - this customer does not have any outstanding ASP charges and the late payment charges he's referring to are for the utility portion of the bill. We were out in 2013, the customer had a furnace repair, however due to the age of the service call we do not have further details of what took place.On 4/3 [redacted] called and left a message for Mr. [redacted] to contact him back.On 4/4 [redacted] was able to speak with Mr. [redacted]. He explained the charges on the account were valid, but for customer satisfaction that he would be providing a credit on the account for the 96$. Mr. [redacted] was satisfied and appreciated the resolutionSUMMARY OF RESOLTUION:Customer did have ASP with us for six months and had zero outstanding ASP charges. The outstanding charges were late charges due to the account not being paid on time. In light of customer we agreed to credit the $96 to cover these charges and Mr. [redacted] was satisfied.COMPLAINT CLOSED 4/4/18
12/12/2017 15:00:11 EST [redacted] A. [redacted] (JA[redacted])CUSTOMER INFORMATION:[redacted] A [redacted]CA# [redacted] SOUTHFIELD MI 48034-1557Dates of service: 11/01/17 - present.RELEVANT ACCOUNT INFORAMTION:- Previous customer at this address stopped service on 10/30/17. Servicewas then listed under...
"Current Occupant".- SAP shows that the customer requested a Move Out online on 10/30/17. Noevidence of a Move in request. I have sent an email to [redacted] askingfor her help.- Gas service was turned off at 10:24 on 12/07/17.- Move was completed by CSR in the contact center on 12/08/17 and an orderplaced to restore the customer's service asap.- Customer's gas service was restored at 9:51 am on 12/10/17. The orderwas assigned to a technician on 12/08 but it was not able to be completedthe same day. The technician was pulled away at least once for a gasemergency.12/18/2017 10:29:49 EST [redacted] A. [redacted] (JA[redacted])- I asked for assistance from our online technical team, asking them tolook into Ms. [redacted]'s online requests. They have found that she onlyrequested to Stop Service on 10/30/17 and there were no requests onlinefrom her to start service at the [redacted] address.- When requesting to Start, Stop or Transfer service online, there are 3separate buttons, one for Start Service, one for Stop Service, and one forTransfer Service. Ms. [redacted] only requested to Stop Service. Whenstopping service, we do ask for a forwarding mailing address which is whywe had her new address listed on the old account.CUSTOMER CONTACT SUMMARY:12/12/17: 3:10 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/15/17: 12:11 PM - I called ###-###-#### and got voicemail. I left amessage with my contact information, requesting a call back.12/18/17: There has been no response to my voicemail messages. I amsending the following letter by mail and email to the customer forresolution:December 18, 2017[redacted] A. [redacted].Southfield, MI 48034-1557Account Number: [redacted]Dear Ms. [redacted],I#m pleased to let you know that we've received your concerns regardingyour gas service at [redacted]. Southfield, MI from the EasternRevdex.com. Because our customers are important to us, we'vetaken your concerns seriously and have reviewed your account.I have also connected with our online technical team and have asked themto review your online requests. The information that I have been providedwith is that when you went online on October 30th, you placed a request tostop service at your previous address on [redacted], however we do nothave a record of you requesting to start service at the [redacted]address.Our online process for starting, stopping or transferring service has 3specific buttons to choose from:[redacted]Screen shot from website showing the choices[redacted]Our records indicate that you selected the Stop Service button so we wereunaware that you needed service at your new address.After the prior customer at the [redacted] address contacted us tocancel their service, a letter was sent to the home addressed to "CurrentOccupant" to notify anyone who may be living there that they needed tocontact us to place the gas service into their name or the service wouldbe turned off. Because this letter had been sent and there was noresponse, the service was turned off. This letter is also why no tag isleft at the home when the service is turned off.We extend our sincere apologies for the delay in the restoration of yourgas service. We ask that when a customer requests new service, that theycontact us 7 - 10 days prior to needing the service so that we canschedule a technician to turn on the service. When you contacted us, ourschedule was already full. Our technicians also have to handle emergencygas leak calls which the state requires we must be respond to within 60minutes. As we cannot predict when and how many of these calls we receive,this can cause a delay in the completion of other orders that come in.Because you have expressed concerns regarding your treatment by ourContact Center staff, I have requested that their management review therecordings of your calls with that office, and take appropriate actionwith the representatives who failed to provide quality customer service toyou.Because the loss of your gas service was not an error on the part ofConsumers Energy, we must respectfully decline your request forreimbursement for the new thermostat you installed. As a gesture of goodfaith, I have requested that a $50.00 bill credit be applied to youraccount.It is my sincere hope that this information has resolved your concerns.Please let me know if there is anything further I can do to help you.Thank you for the opportunity to assist you with your inquiry.Respectfully,[redacted]Customer Care Representative###-###-####[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- Was an online transfer completed: The customer only requested to stopservice through our web site.- Was notice provided before the service was turned off: Yes, a letter wassent to the home in November asking the occupant to contact us to startservice.- Customer Service: I have requested that the recordings of the customer'scalls to the Contact Center be reviewed and coaching provided to theinvolved employees.- Compensation: I have requested a $50.00 good faith bill credit.- Reimbursement for purchase of thermostat: Because the turn off of thecustomer's gas service was not due to an error on the part of ConsumersEnergy, we are not reimbursing the customer for the purchase of thethermostat.- When was the service restored: The service was restored at 9:51 am on12/10/17.COMPLAINT CLOSED 12-18-2017
02/17/2017 10:46:50 EST [redacted] N. [redacted] (EN[redacted])[redacted]/8634[redacted] RD/ JACKSON 492032/17/17-I called ###-###-#### and was able to speak with [redacted]about the account. He stated he meant to call the Revdex.comback and cancel his concern but that he hadn't done it...
yet. He stated hecalled back to customer service and was able to speak with [redacted] in ourcustomer service department.While [redacted] was not able to give him the resolution he was hoping for heunderstands what took place and that the debt is owed. [redacted] had notedthe account with the following:User Notes [redacted] 01/24/2017 11:36:39=======================================================[redacted]3 BP Data Change UA DISPUTESMR [redacted] DISPUTING BOTH UA'S [redacted] RD, #A AND #B [redacted], AWR OLDLLD FILE ON ACCT CAUSED MOVE INS, SAYS SOLD HOME OVER 2 YRS AGO....CUSTWANTS BILLS WAIVED AND INFO REMOVED FROM HIS CREDIT REPORT, THIS ISCAUSING HIM HARDSHIP, APPLING FOR HOME LOAN, ALSO DID NOT HAVE VALID SPMA(WHICH I UPDATED SPMA/PH NUMBER TODAY) so CUST WAS NOT AWR OF OUTSTANDINGBILLS.User Notes [redacted] 02/16/2017 14:01:42=======================================================4477 final bill dispute between cust/cousinper mr [redacted], cousin [redacted] tello purchased home on land contract, mr gnever called to cancel serv and [redacted] used serv in mr g's name. mr awrfinal bill of $892.54 was in his name and he will need to pay or follow upwith cousin....this incurred before home was sold (now says cousin'sgirlfriend lvd there and prev had serv in her name) dispute is betweenthem not something we will resolve,The service was under Mr. [redacted]'s name from 12/3/13 to 2/14/14 and thetotal final bill was $892.54. He was upset with the process of notifyinghim and wanted his voice to be heard02/21/2017 11:18:34 EST [redacted] N. [redacted] (EN[redacted])*CONTINUED FROM 2/17/17 CONVERSATION WITH MR. [redacted]I explained our collection process and also apologized and explained thatif a final bill address is not provided at the time service is terminatedit can take longer for a customer to receive any additional billings orcollection information. I advised that we did try to reach out as did ourcollection agencies. Our collection process started in March 2014 and inJuly 2014 was turned over to the collection agency.Mr. [redacted] appreciated the follow up and knows that his voice has beenheard in this matter. While he doesn't agree with the balance he is awarethat any further dispute would be with his cousin who was living there atthe time. In addition he is aware once the balance is paid he can havethe collection agency provide him with verification of the payment. Iasked if he had further questions and he stated he was fine at this time.COMPLAINT CLOSED 2/17/17 Tell us why here...
10/03/2017 13:43:43 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] Ln NE, [redacted] MI 49505-5908Account number: [redacted]Dates of service: 06/17/12 to present.CUSTOMER INQUIRY OPENED AS OF 10/03/17.RELEVANT ACCOUNT INFORMATION:CURRENT BALANCE: $364.63 ($206.57...
past due/turn off notice amount)6-MONTH BILL/USE HISTORY:Month: kWh used: Bill amount: Total due:Apr 2017 748 $119.69 $202.58May 2017 686 $110.72 $215.27Jun 2017 1079 $187.19 $301.59Jul 2017 1318 $230.75 $538.07Aug 2017 1199 $206.57 $629.64Sep 2017 918 $154.09 $447.706-MONTH PAYMENT HISTORY:Date: Amount:04/17/17 $150.0005/17/17 $100.0006/12/17 $103.0008/05/17 $115.0008/25/17 $110.0009/13/17 $115.0009/21/17 $115.0009/25/17 $83.07RECENT DUNNING ACTIVITY:Date: Action:09/27/17 Turn off notice sent10/03/2017 14:32:42 EST [redacted] N [redacted]DS (RN[redacted])PAYMENT PLAN HISTORY:- installment plan made on 08/07/17 was defaulted on 09/11/17 fornon-payment of the bill due on 09/13/17 that was not included in the plan.CUSTOMER CONTACT SUMMARY:10/03/17 - 2:55 pm - left a voicemail message for the customer (Dr. [redacted]) at phone number ###-###-#### - letting her know that I have herinquiry and am available to speak with her. I left my phone number forher to call back.10/05/2017 12:04:37 EST [redacted] N [redacted]DS (RN[redacted])10/05/17 - 12:04 pm - left another voicemail message for the customer atphone number ###-###-#### - letting her know that I am still available todiscuss her concerns. I left my direct number for her to call back.10/06/2017 16:40:00 EST [redacted] N [redacted]DS (RN[redacted])LETTER SENT VIA USPS AS WELL AS EMAIL TO THE CUSTOMER ATak@[redacted].com:October 6, 2017[redacted] Ln NE[redacted] Rapids, MI 49505-5908Account number: [redacted]Dear Ms. [redacted],Thank you for your Michigan Agency for Energy (MAE) inquiry about theaccount at [redacted] Ln NE, [redacted] Rapids. I you have some concernsabout the bill and your online account.I have been able to look into your concerns and found that the balance onthe account is $364.63, including the current bill of $158.06 due onOctober 13. There was an installment plan set up through your eservicesprofile on August 2 for bi-weekly payments from August 7 until October 2on the balance of $538.07 (which accounts for the May - July 2017 bills),but that installment plan was cancelled when the bill due September 13became past due.The past due amount of $206.57 accounts for the "current charges" on theAugust 2017 bill, which was due on September 13 and not included in theinstallment plan that you set up online. If you need to set up anotherinstallment plan or need additional time to pay this bill, we would behappy to extend arrangements to you.We're sorry to hear that you're having issues logging on to your onlineprofile. Please know that the online profile you have set up under theUser ID "a[redacted]81" is active and not locked. If you do not remember thepassword to get logged in, you can simply click the "Forgot Password"hyperlink online to reset the password. If you need assistance withresetting the password, we would be happy to set up a temporary one foryou at your request.I regret I have been unable to reach you by phone, and it is my hope thatthis letter has addressed your concerns. There is a hold on your accountthrough October 12 to prevent disconnection. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]dsCustomer Care Representative[redacted].[redacted][email protected] OF RESOLUTION:- (Address shut off notice) - turn off notice sent 09/27/17 for the pastdue amount (shown above)- (Payment History) - 6 month payment history shown above.- (Address her billing and what she owes) - Balance of $364.63 ($206.57past due) shown above.- (Payment Arrangement or plans)- customer has defaulted from a paymentplan she set up online through her eservices account. She is eligible foranother installment plan.- (Address being lock out of on line)- account is "active" and has notbeen locked.CLOSING CUSTOMER INQUIRY AS OF 10/06/17
[redacted] Ionia, 3/7/2016 @ 2:45pm I called and left a message for [redacted]03/10/2016 16:43:05 [redacted] s [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
06/16/2017 12:41:01 EST [redacted] W. [redacted])[redacted] L [redacted] / 9487 / [redacted] [redacted]Service Requested: 06/09/2017I provided this inquiry to the Fraud Supervisor PO Box, [redacted], and[redacted].06/16/2017 14:41:54 EST [redacted] W. [redacted])The electric service was Sealed...
for Non-Payment in Ms. [redacted] name.Dunning HistoryDate Action05/18/17 Turn-Off Notice05/23/17 Mid-Cycle Call - Completed05/26/17 Intent to Disconnect06/01/17 Sealed for Non-PayI received information from Mary Schember on 06/16/2017:I received a request of service from [redacted]. She provided her ID,SS card, and a lease agreement dated 6/12/2017 for herself and [redacted] from landlord [redacted].[redacted] is the previous BP, and owes 1462.43 from this address.I verified per BS&A that [redacted] is the owner of this property.I found connections between [redacted] and [redacted] per social media.My supervisor noted the account on 6/15/17 with the following:[redacted] is aware her balance has to be paid to place service into[redacted]'s name. Ms. [redacted] states she is living in [redacted], has notproof of residency. States she will follow-up with legal documentation.I received a call from [redacted] Hewittt on 6/15/17. I advised him that permy supervisor#s note, [redacted] is aware of what is needed for services to berestored and approval of services for a tenant at this address.I have not received any additional information or contact from anyone.I pulled an Experian Report for [redacted] and I cannot place her at[redacted] S [redacted] Rd [redacted] while service was in Ms. [redacted] name. Ms.[redacted]'s ID was issued of March 2017. It shows her permanent address in[redacted].Based off the information provided by all parties, I will be placingservice into Ms. [redacted]'s name, with her permission and restoring theelectric service.I spoke with Mr. [redacted] on 06/16/2017 at approximately 2:55 PM(phone number ###-###-####). I informed him that in order to placeservice into Ms. [redacted]'s name, I must speak with her.He provided me with her cell number to call before 4:00 PM (###-###-####).I left a message for Ms. [redacted] on 06/16/2017 at 2:58 PM, at phone number###-###-####.06/16/2017 16:15:12 EST [redacted] W. [redacted])I called Ms. [redacted] back at 4:10 PM. I informed her after my investigationI can place service into her name at [redacted] [redacted].She informed me that she was looking into the possibility of moving into adifferent home and would call me back Monday to let me know.I verified Ms. [redacted] has my phone number.06/19/2017 09:09:37 EST [redacted] W. [redacted])Ms. [redacted] called over the weekend and let me know she's interested instarting services.I left her a message on 06/19/2017 at 9:14 AM, at phone number###-###-####.06/19/2017 09:44:12 EST [redacted] W. [redacted])Ms. [redacted] called back at approximately 9:30 AM.I placed service into her name at the original address she made thecomplaint about, [redacted] [redacted].We placed the remote reconnection order for today at 1:30 PM, to give hertime to have the breakers turned off.Ms. [redacted] was happy with the outcome and told me that her concerns weresatisfied.MAE Complaint closed 06/19/2017
06/11/2015 10:54:58 [redacted] s [redacted] (ASBERTRA)
Assigned out to Po Box: Metro Property restorations
Called and left a voicemail for Mr. and Mrs. [redacted]
06/12/2015 13:38:13 [redacted] s [redacted] (ASBERTRA)
[redacted],
This work will be completed by June 17. I have also left a message for the
customer about this...
date of completion.
[redacted]
06/17/2015 14:13:08 [redacted] s [redacted] (ASBERTRA)
I received an email response from [redacted] supervisor in Metro Property
restoration 6/17/2015 stating that the repair have been made at this
address.
I attempted to reach the customer again 6/17/2015 no answer I am sending a
letter for closure.
June 17, 2015
[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
experienced. Based 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 repairs. Unfortunately we have not been able to
reach you. Our records show as of today June 17th the repairs have been
completed. If 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
matter. At this time I have closed your inquiry.
Sincerely,
[redacted]
Customer Care Representative
as[redacted]@cmsenergy.com
cc: Eastern Revdex.com
09/01/2017 13:48:32 EST [redacted] s [redacted] (ASBERTRA)[redacted] / 7242[redacted] AVE FLINTSERVICE DATES - 9/4/2014 - 8/16/20163/20/2015 PRIOR COMPLAINT WITH CMH [redacted]5- Same issue and [redacted] wasunable to reach the customer by phone. A letter was mailed with abreakdown of the transfer addresses and...
dates. A hearing was not requestedwhen this complaint was filed.1/24/2017 PRIOR COMPLAINT WITH ASB [redacted]1- Same issue, I was not ableto reach customer by phone. Sent almost an identical letter to Claudia'swith the breakdown of the transfers. A hearing was not requested when thiscomplaint was filed.TRANSFER HISTORYTransfer FromAccount 5065[redacted].Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount 9320[redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount 9320[redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account7242[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------TOTAL AMOUNT OF TRANSFER $3715.84TOTAL ACCUMULATED LATE PAYMENT CHARGES SINCE TRANSFER $1629.13REMAINING ACCOUNT BALANCE $1455.34, unpaid balance from 9/4/2014 to8/16/2016 while services were in [redacted]'s name.CUSTOMER CONTACT9/1/2017 - Left a voicemail for Mr. [redacted] to call me back regardinghis concerns.09/11/2017 10:12:39 EST [redacted] s [redacted] (ASBERTRA)9/11/2017 Left a voicemail for Mr. [redacted] to call me back regardinghis concerns.09/12/2017 13:41:00 EST [redacted] s [redacted] (ASBERTRA)[redacted]Correction to the amount of Late payment charges removed, $1551.85 wasremoved. $77.28 of the Late payment charges were valid and charged towardthe balance that had accumulated 9/4/2014 to 8/16/2016Account balance is $1532.62The following letter has been mailed since I have not been successful withreaching Mr. [redacted]September 12, 2017[redacted] AveFlint, MI 48506-3058Account Number: 7242Dear Mr. [redacted],This letter is in response to the inquiry you filed with the EasternRevdex.com regarding your utility bill.I have reviewed your account and our records show you previously filed aninquiry in 2015 regarding this same issue. At that time [redacted]sent you a letter of explanation. An additional inquiry was filed January2017 and I sent a letter of explanation as well.I understand your concern is regarding the $3,715.84 energy charged toyour account. Per the prior investigation completed on your account ourrecords show each time you moved to a new address the final billing wastransferred to your active account. Below is a list of the accounts andaddresses.Transfer FromAccount 5065[redacted].Flint, MI 48505Closed 12/20/2007Final Bill $1,505.61Transfer ToAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer Date03/17/2010----------------------Transfer FromAccount [redacted] Ave.Flint, MI 48506Start Date 03/17/2010End Date 02/06/2011Final Bill $2,292.18Transfer ToAccount 9320[redacted] Ave.Flint, MI 48506-3058Start Date 02/07/2011Closed 06/20/2011Final Bill $3,715.84Transfer Date03/03/2011---------------------Transfer ToAccount 9320[redacted] Ave.Flint, MIStart Date 02/07/2011End Date 06/20/2011Final Bill $3,715.84Transfer ToOpen-Active Account7242[redacted] Ave.Flint, MI 48506-3058Start Date 09/24/2014Transfer Date01/05/2015-----------------------According to public records and credit reports you resided at [redacted]Street and [redacted] Avenue when the energy charges were accrued.In my review of your account I was able to determine that the balance of$3715.84 exceeds the 6 year collectable rule. Therefore the amount willremain owed under your name but will not be required to be paid for toobtain service and will not be transferred to an active account. Latepayment charges associated with the balance have been removed as well inthe amount of $1551.85.The collectable balance left owing is $1532.62. This balance along with asecurity deposit of $145.00 will need to be paid in full to obtainutilities services.Please if you have any additional questions. I can be reached directly at###-###-####.Sincerely,[redacted]Customer Care Representativeas[redacted]@cmsenergy.comcc: Eastern Revdex.comClosed complaint 9/12/2017Tell us why here...
04/25/2017 16:25:13 EST [redacted] N [redacted] (RNRICHAR)Felecia Jackson1432 Flamingo Dr, Mount Morris MI 48458-2718Account number: 4479Dates of service: 04/24/17 to present.CUSTOMER INQUIRY OPENED AS OF 04/25/17.04/28/2017 07:57:14 EST [redacted] N [redacted] (RNRICHAR)ASSIGNED TO ENERGY DELIVERY SPOC:...
[redacted] + CC: [redacted].04/25/17 # Tuesday at 4:50 pm # spoke with [redacted] at phone number###-###-####. Firstly, I apologized for her frustration.The Customer Service Representative (CSR) she spoke with to start the newaccount failed to place the correct order for new service through ourEnergy Delivery department, and instead placed an install electric meterorder. The order was an "all day" appointment, and that was between 8 amand 4 pm.I confirmed that she did request a call ahead on the installation order,and that the field technician failed to place the proper order to run thenew line and install the new meter through our Customer Energy Specialist(CES) area.I offered to have both the Customer Service management and the CESmanagement teams follow up with her to address those concerns, but shedidn#t feel that was necessary. I agreed to send this to the managementteams in both areas to review as a possible coaching opportunity and takeappropriate action with the employees. Ms. [redacted] felt that would beappropriate.She was able to speak with someone in our Customer Service department([redacted]), who also apologized for her experience, and placed a creditfor $50.00 on her new account. She indicated that [redacted] was veryhelpful, and appreciated the credit.Ms. [redacted] said she is not upset, but would like the service hooked upthere as soon as possible. She has already had an inspection performed,and is simply waiting on us to set a date to install the new line andmeter. I have assigned her inquiry to our Energy Delivery department.They are looking into her concerns with getting the new line and meter setand will be in touch shortly to assist her further.She thanked me for calling, and will keep my phone number in case of anyquestions in the future.SENT EMAIL TO [redacted] (CONTACT CENTER) AND PO BOX: ELECTRIC OPERATIONSCOMPLAINTS +CC: [redacted] (ELECTRIC OPERATIONS) TO BEREVIEWED BY THE MANAGEMENT TEAMS FOR COACHING OPPORTUNITIES.RESOLUTION PROVIDED BY [redacted] ON 04/27/17:New service order was designed and scheduled yesterday, April 26, byService Designer [redacted]. I spoke to [redacted] in Saginawscheduling and they are committing the job to be completed on Monday, May1.I called Ms. [redacted] this morning to discuss her concerns. Iapologized for her experience, and told her that we will be out there onMonday, May 1, to set up the new service. She understands that thecustomer service agents and the field employee who failed to create thecorrect order to go through our Customer Energy Specialist (CES) area havebeen coached by the management teams so they don#t make the same mistakeagain, and she was good with that. Also, I told Ms. [redacted] to make sureher breakers are off so the crew can energize the socket. Sheappreciated the call, and was satisfied with the resolution of herinquiry.CLOSING CUSTOMER INQUIRY AS OF 04/27/17.
October 19, 2017Ms. [redacted], MI 49642-5729Account number: [redacted]Dear Ms. [redacted],Thank you for your Eastern Revdex.com (Revdex.com) inquiry about theaccount at [redacted]. I understand your electric use has beenhigher than you expected at this...
address and that you have some concernsabout payment arrangements on your account.I have been able to look into your concerns and found that there was anAppliance Service Plan (ASP) on your account from 10/05/13 until 06/03/14.The ASP contract is for 12 months, however in light of customer serviceyour plan was cancelled within 12 months. The charges for the time whenyou had the plan have been paid and did not have an effect on your abilityto set up a payment plan, and there are no "write off" charges on youraccount from that plan.Your account remains eligible for payment arrangements if you need them inthe future.We apologize for any incorrect information provided to you by our CustomerService agent. Please know that this has been shared with the managementteam in our Customer Service department to review for coachingopportunities.I was also able to review a history for your electric and gas use at thisaddress. While you've reduced your gas use over the last two winters, theelectric use has increased slightly during the winter months. Are youusing any supplemental electric heating during the winter months? Thesummer use for the last two years has also increased significantly. Areyou using any cooling equipment, such as air conditioning?While we are able to tell you how much energy is used, we aren't able totell you how it is being used in the home. Now that there is an upgradedmeter at the home, you can monitor your daily and hourly use onlinethrough our website (www.consumersenergy.com). This may help you gain abetter understanding of how you are using the electricity.We do work with local contractors to offer many energy efficiencyprograms, such as a Home Energy Analysis. You can call ###-###-#### toobtain more information about the analysis or if you have any questionsabout the program. Sadly, some of those programs have a charge associatedwith the service they provide. There are also programs available forincome-qualified customers, like the Helping Neighbors Program. You canfind out more information about this program by calling CLEAResult at###-###-#### or on our website at www.consumershelpingneighbors.com.I regret that I have been unable to reach you by phone, and it is my hopethat this letter has addressed your concerns. If you have any additionalquestions, please feel free to call or send me an email. Here#s my directnumber: ###-###-####. I would be happy to further assist you.Our best wishes to you.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comSUMMARY OF RESOLUTION:- (Address why customer was denied payment arrangements) - There are noconditions that would prevent a customer service agent from being able toset up an installment plan. If the agent was not able to set up aninstallment plan, they should have gotten a team leader involved. Thiswill be sent to review for coaching opportunities with the Contact CenterManagement team.- (Address write off account - ASP) - there are no write off charges onthis account that would prevent the customer from setting up aninstallment plan.- (Do we have documents that customer cancelled ASP and date) thecustomer's contract was from 10/05/13 to 10/04/14, however in light ofcustomer service the ASP contract was cancelled early on 06/03/14 and theywere not charged past the cancellation date.- (Address home inspection and if she qualifies) - HEA and other programsare not provided free of charge to our customers, however the customer mayqualify for help through the Helping Neighbors Program. That informationwas provided in the letter/email sent.- (Address high bills) - the customer's gas use has been reduced duringthe last 2 winters, but that has been accompanied by an increase inelectric during the same timeframe. This may indicate a heat source shiftto electric heat. The increased electric use (on both the old and newmeters) during the summer months could be due to air conditioning, howeverthis will be up to the homeowner to determine.- (Consumption comparison history)- shown above is a 36-month bill/usehistoryCLOSINGTell us why here...
06/21/2016 10:02:21 [redacted] W. [redacted] (BW[redacted])[redacted] T [redacted] / [redacted]Dates of Service: 09/22/2012 - PresentTotal/Past Due Balance: $154.53Turn-Off Notice Balance: $109.42Amount Required for Turn-On: $159.4212 Month Payment HistoryDate Amount06/29/15 $86.0008/25/15 $70.0009/21/15...
$100.0011/02/15 $100.0001/16/16 $70.0003/07/16 $100.0003/21/16 $100.0004/04/16 $100.0006/06/16 $150.00Dunning HistoryDate Action05/25/16 Turn-Off Notice Mailed06/01/16 Mid-Cycle Call - Completed06/04/16 Intent to Disconnect MailedPayment Extension Hold 06/04/16 - 06/11/1606/20/16 Sealed for Non-PaymentNotes from Contact Center06/21/2016 - Customer aware had a turn-off notice for $259.42 and onlypaid $150.00. Aware turn-off notices must be paid in full to avoiddisconnection. Customer insists that if he paid a portion of turn-offnotice that he should be sent another notice and given more time since heattempted to make a payment. Aware this is not the case and turn-offnotices must be paid in full to avoid disconnection.Mr. [redacted] has defaulted twice from the Shutoff Protection Plan within thepast 12 months. He's not eligible for another enrollment until August 3,2016.I spoke with Mr. [redacted] on 06/21/2016 at 10:41 AM. He said he was told thepayment he made should have stopped the shutoff of service because wedon't disconnect people for less than $200.00.I asked him when he was informed of this.He said "This morning."I went on to inform him the Contact Center Representative that he spokewith noted what was discussed; the payment he made wasn't enough tosatisfy the Turn-off Notice. Therefore, the turn-off notice continued andhis service was disconnected.He said he thought the amount he paid towards the turn-off notice balanceshould cause another shut-off notice to be generated.I again informed him that his turn-off notice wasn't satisfied, whichcaused his disconnection.I suggested in the future that he contact us to let us know when he planson making payments so that we can work with him.Then I suggested he seek assistance. He said he sought assistance andcan't get it. I informed him the assistance is based on income and thathe should also apply for the Home Heating Credit.He again said that he applied and was denied.I went on to say that to reconnect his service, we are requiring $159.42;$109.42 for the turn-off notice and a $50.00 reconnect fee.Mr. [redacted] said that we're not willing to work with him. I informed him weenrolled him on the Shutoff Protection Plan twice within the past year tohelp him pay down his balance. I suggested this was an attempt for us towork with him. He disagreed.Mr. [redacted] is aware we need $159.42 to reconnect his service and once paidwe will place a reconnection order.Corporate Complaint closed 06/21/2016
[redacted] R [redacted] Jr. / [redacted] [redacted]Dates of Service: 06/09/2016 - PresentI spoke with Mr. [redacted] on 06/09/2016 at 4:00 PM. I let him know I wouldbe looking into his account and will try to have our Credit Departmentexpedite their investigation.He thanked me for calling.06/10/2016...
10:21:21 [redacted] W. [redacted] (BW[redacted])Mr. [redacted] called me on 06/10/2016 at 10:15 AM. I informed him we'recontinuing to look into his concern and I will contact him back with moreinformation once the investigation is completed.He asked if his could place the service into his name, the homeowner. Ilet him know his uncle can do that, but I still can't guarantee himanything at this time because I'm not aware of his uncle's current accountstatus.06/10/2016 12:10:24 [redacted] W. [redacted] (BW[redacted])Information received from the Credit department:[redacted] (phone #[redacted])/OWNER/UNCLE OF [redacted] STATES:St Louis county Housing Agency pays for rent/assistance for [redacted]Jr. I verified [redacted] Jr. is the legal tenant and resident heresince 10/13/14. There is no stipulation for sub-letting on the lease. Mr.[redacted] doesn't know who [redacted] Jr. (previous account holder) isand states [redacted] has never moved out of this home for any durationof time.I spoke to [redacted] on 06/10/2016. He is aware he is responsible for debtunder previous customer [redacted] Jr. [redacted] has not providedsupporting legal documentation for sub-let. He was the legal tenant andliving in the home during the time Mr. [redacted] service. I agreed to turnon service for $1000.00 towards debt and a $50 reconnect fee. I alsoagreed to waive the security deposit and investigation cost.I have pulled an address report through Experian on both Mr. [redacted] andMr. [redacted]. Mr. [redacted] shows this address ([redacted] [redacted]) as hisbest address since December 2014. This address report only shows him atthis address for the time period of December 2014 to May 2016.Timeline of Events10/13/14 - Mr. [redacted] requested service in his name. He left a $790.60balance unpaid from this account.08/29/15 - [redacted] requested service in his name, online.Four payments were made to Mr. [redacted]'s account, 2 werereturned. The 2 applied payments totaled $118.00.05/13/16 - Mr. [redacted] requested service in his name, but the move-in wasblocked due to him owing a previous balance of $790.60.05/17/16 - Mr. [redacted] paid the $790.60 balance required to place serviceinto his name. There was no further contact from Mr. [redacted] until theservice was turned off.06/09/16 - Electric service was turned off in Mr. [redacted]'s name.Notes from Contact Center Rep on 06/09/2016:Mr. [redacted]'s ex-wife stated she would pay the other person's ([redacted] Jr) entire bill to get the service turned back on, even if it was5,000.00. She stated they have no proof of residency from the period of8/2015-06/2016; no paystubs, had taxes info sent to [redacted] [redacted] address,no utility bills. She stated he and ex split up and he moved out, at thattime a web move-in was requested for [redacted] Jr.Notes from Shelly in the Credit Department on 06/10/2016:I spoke to [redacted] today. He is aware he is responsible for the debt underprevious customer [redacted] JR. [redacted] has no supporting legaldocumentation to sub-let the home. He was also the legal tenant at thistime.I agreed to turn on services for $1000.00 towards the debt under [redacted], ($2196.23) name plus a $50.00 reconnection fee. I agreed towaive the security deposit and investigation cost.I attempted to reach Mr. [redacted] on 06/10/2016 at 1:34 PM. I spoke withhis sister that said he would be back later today. I informed her I wouldtry to call back then.Mr. [redacted] paid the $1050.00 for reconnection on 06/10/2016. His serviceas restored the same day by 2 PM.06/14/2016 14:42:09 [redacted] W. [redacted] (BW[redacted])06/14/2016 16:05:34 [redacted] W. [redacted] (BW[redacted])Additional information: The balance on Mr. [redacted] account has beentransferred to Mr. [redacted]'s account.I've sent the following email to Mr. [redacted] for closure on 06/14/2016, atemail address [redacted].[redacted][email protected]:Good afternoon Mr. [redacted],I#m writing this as a follow-up to the conversation you had with Shelly onJune 10, 2016.Your service was reconnected on June 10 after making a payment of$1050.00. This leaves your total balance owing at $1196.23. We would behappy to setup a payment arrangement or see if you qualify for the ShutoffProtection Plan.You may also want to try seeking assistance with First Call for Help, bydialing 2-1-1. While speaking with them you should also ask about theHome Heating Credit. Both of these options can help you to get yourbalance paid down more quickly.If you have further questions, please reply to this email. You may alsogive me a call; here's my direct line, ###-###-####.Thank you,[redacted], Customer Care RepresentativeOffice: ###-###-#### | Fax: ###-###-####[redacted].[redacted]@cmsenergy.com | www.ConsumersEnergy.comcc Eastern Revdex.comCorporate Complaint 6-14-16Tell us why here...
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I did speak with thus representative on this day regarding the high bill. He gave me those same ridiculous answers which still begs the question why did my power all of a sudden increase more than it has in the last 8 years. This same problem has occurred Statewide with the same ridiculous answers. Nothing has changed at my home to include the use of any space heaters or any other Electric device which would consume this much power. It is a ridiculous response to this problem to say that it must have been the coldest month in 8 years that made my bill go up nearly 50 percent in one month, when the entire state has been gouged by consumers.
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:]
Regards,
[redacted]
11/03/2017 12:32:47 EST [redacted] J [redacted] (DJ[redacted])[redacted] MI 48625Account Number: [redacted]Dates of Service: Prior to May 2008 - Present[redacted]11/2/17 - Assigned to: [redacted]CUSTOMER CONTACT SUMMARY:11/3/17 12:30- I called [redacted] at...
###-###-#### and left a voicemail explaining Ireceived the inquiry she placed with the Easter Revdex.com andhave forwarded it to a meter reading supervisor in her area. I let herknow they will be following up with her within the next few business days.11/09/2017 07:47:39 EST [redacted] J [redacted] (DJ[redacted])[redacted]RELEVANT ACCOUNT INFORMATION:- Threats of Violence - Police Escort on account from 12/9/05 - 1/10/16- Threats of Violence - Police Escort added to the account 11/2/17[redacted]SUMMARY OF RESOLUTION:11/8/17- [redacted] sent me the following information:On 11/7/17 Meter Reading Supervisor, [redacted] had called and lefttwo voicemails with the customer that have not been returned.- Because they have not heard back from the customer the following letterwas sent:November 8, 2017Mrs. [redacted], MI 48625-7353Re: ComplaintDear Mrs. [redacted],We have been attempting to contact you in regards to an issue you haveexperienced with Consumers Energy and your meter reads. We apologize forany inconvenience that this issue has caused you. Your account has beencoded as police escort and your reader will not be coming to your homewithout a police escort.Since we have not been able to get in touch with you, we would like toassure you that we value you as a customer. We apologize again for theinconvenience that this issue has caused you. If you would like pleasecontact me at ###-###-#### or [redacted].[redacted]@cmsenergy.com to discuss thisfurther.Respectfully,[redacted]Gas DistributionTell us why here...
04/26/2018 09:48:32 EST [redacted] N [redacted]DS (RN[redacted])CUSTOMER INFORMATION:[redacted] SOUTHFIELD MI 48075-1285Account number: [redacted]Dates of service: 06/14/08 to present.CUSTOMER INQUIRY OPENED AS OF 04/26/18.04/26/2018 09:54:11 EST [redacted] N [redacted]DS (RN[redacted])INITIAL CUSTOMER...
CONTACT:04/26/18 - 9:54 am - left a voicemail message for [redacted] at phonenumber ###-###-#### - letting her know that we have her inquiry and thatit has been assigned to our Appliance Service Plan (ASP) group. They arelooking into her concerns and will be in touch shortly to assist herfurther. I also left my direct phone number in case of any additionalquestions.ASSIGNED TO ASP COMPLAINTS SPOC.05/03/2018 10:14:26 EST [redacted] N [redacted]DS (RN[redacted])RESOLUTION PROVIDED BY [redacted]:TIMELINE OF EVENTS:4/23 - 5:17 pm - washer order created to be completed on 04/25 between 3pm and 6 pm.4/25 # 7:42 am - assigned to [redacted]4/25 # 9:01 am - assigned to [redacted]4/25 # 2:39 pm - assigned to [redacted]4/25 # 6:35 pm - customer called in looking for an update on a work order,was advised tech would be 15 minutes late, it has been 30 minutes. Anescalation was created for a missed appointment.4/25 # 9:48 pm - returned by [redacted], with the remark of: no time4/25 - 11:59 pm - Received e-mail from customer requesting cancelation ofwork order and planCUSTOMER CONTACT SUMMARY:4/30 # attempted a call to the customer, but there was no voicemailavailable5/1 - spoke with Ms. [redacted] today to discuss her concerns.- I apologized for the frustration she experienced, and assuredher that this has been reviewed for coaching opportunities with thescheduler, field technicians, and the ASP phone agents.- I offered to personally ensure her washer was repaired, sheindicated she no longer needed repair and has replaced her appliances.- She requested we provide her a refund for her ASP plan, and Iagreed to refund her in light of customer service.- I asked if she wanted it as a check or on her account, sheindicated no preference.- I told her I would process a refund for the amount she haspaid.- The amount of the $848.85 refund was submitted on 5/1.- She had no further questions at this time.SUMMARY OF RESOLUTION:- (Customers claim of technician not showing up) - TheConsumers Energy field technicians missed the appointment for the repair,noting #no time# to complete the order.- (What can we do to instill confidence in customer about theASP program?) # this has been reviewed for coaching opportunities with theemployees involved, and the customer's money for the ASP program has beenrefunded.CLOSING CUSTOMER INQUIRY AS OF 05/01/18.Tell us why here...
Dear Ms. [redacted],This letter is in response to your inquiry that was filed with the Revdex.com regarding the account at [redacted]. I understand that you had some concerns about a security deposit request and your account balance.I was able to look into your concerns and...
found that on October 30, the electric services were disconnected for a past due balance of $212.72. The total balance at the time was $410.57. The turn-off notice that was sent states that a security deposit and reconnect fee may be charged once the services are disconnected. The reconnection amount came to $418.72($212.72 past due, $11.00 reconnect fee, $195.00 security deposit). These charges are not shown until the next bill that's generated after there connect order, which may have caused some confusion.Once your payment of $418.72 was received on November 3, this left you with a remaining balance of $197.85. This is why the December 5 bill reflected an account balance of $330.11 - the $197.85 past due, the$128.53 current energy charges, and the $3.73 late payment charge.On December 19, a Customer Service supervisor agreed to reverse the$195.00 security deposit and have a credit of $45.00 applied to the account in light of customer service. The deposit was refunded on December 20 and your payment of $131.08 posted on December 25. Once the credit applies to your account, this will leave you with a balance of $66.66 due January 4.Sadly, I have been unable to reach you by phone. If you have anyadditional questions, please feel free to call or send me an email. Iwould be happy to further assist you. My contact information will belisted below.With regards,[redacted]Customer Care Representative
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...
09/06/2017 12:09:07 EST [redacted] W. [redacted] (BW[redacted])CUSTOMER INFORMATION[redacted] A [redacted] / 1489 / [redacted] VERMONTVILLE[redacted] T [redacted] / 1533 / [redacted] VERMONTVILLEDates of Service: Pre-July 2008 - PresentRELEVANT ACCOUNT/PREMISE INFORMATION- This property is owned by [redacted] T & [redacted] S...
[redacted] since 1994 and is 100%homestead- Previous customer is [redacted] T [redacted], who owes $6444.75- Per Experian, [redacted] has resided at this address since 2/8/2013- [redacted] ID also places her at this address since 2/24/2015- Per Experian, [redacted] T [redacted] has resided at this address since 3/11/2006- I received a lease agreement dated 7/24/2017 for [redacted] from[redacted]- Service was reversed out of Ms. [redacted]'s name and placed back into Mr.[redacted]'s nameCUSTOMER CONTACT SUMMARY- I spoke with Ms. [redacted] on 09/06/2017 at 12:50 PM- I informed her that per an address report, we show that she lived atthis address while service was in her name and that Mr. [redacted] is stillliving at this address- I said that the fact they are related does not allow us to deny servicein this case- I explained that we are requiring him to pay his balance because we canstill place him at this address and she benefitted from service in hisname- Then I told her that we could place the service into her name if shecould prove that Mr. [redacted] is living somewhere else*She said she couldn't do this- She said that she will then be looking to move to a new place where shecan start service- I advised her that we wouldn't be holding her responsible for Mr.[redacted]'s bill, as long as Mr. [redacted] doesn't move with her- She thanked me for calling and explaining this information- Then she asked how long the service will remain on for*I informed her I will leave a hold on the account through 09/11/2017;after that, the service could be disconnected- I also requested her payment of $60.22 be refunded to her*She is aware this could take up to 14 days to receiveSUMMARY OF RESOLUTION- FACTA or FraudResolution: This is not a FACTA issue, both parties would have benefittedfrom service under each other's names. This was reviewed by our Frauddepartment.- Why was service placed into her name received a bill, then taken out(denied service)Resolution: As a part of the Fraud review process, service is placed intothe customer's name and will either continue in their name or be reversed.The service was reversed out of Ms. [redacted]'s name after she received abill for a partial month.She made a payment towards this partial-month bill then the service wasreversed out of her name. I have requested this credit to be sent to Ms.[redacted].MAE Complaint closed 09/06/2017 Tell us why here...
09/19/2017 08:38:22 EST [redacted] C [redacted] (JCJOHNSO)CUSTOMER INFORMATION[redacted] S [redacted] / [redacted] TROY MI 48085-4072Dates of Service: 10/12/2015 - PresentCUSTOMER CONTACT SUMMARY09/07/2017 | 9:07 AM- Contacted customer at ###-###-#### to discuss the meter concerns hesubmitted to the Better...
Business Bureau and reached his voicemail. Leftmessage with my contact information and explained our Energy Deliverydepartment would be investigating further. Someone from that group wouldthen be calling him to discuss this. Advised contacting me with anyquestions he has before hearing back.- Forwarded inquiry to [redacted] and [redacted] in Energy Delivery for resolution.- [redacted] in our Customer Energy Management department provided a resolutionto this inquiry.09/13/2017- [redacted] contacted Mr. [redacted] by phone and reached his voicemail. He left amessage with his contact information asking he call back to discuss hisconcerns.09/14/2017- Having not heard back, [redacted] attempted to reach Mr. [redacted] again by phoneand was unable to speak with him. He left another message at that timerequesting Mr. [redacted] call him.09/15/2017- [redacted] made a third attempt to reach the customer by phone and failed tospeak with him. He left another message with the reason for his callasking the customer to call him to discuss a resolution.09/19/2017- Having not heard back, the following letter was sent to the customer on09/19/2017 to address his concerns:[redacted]September 15, 2017Mr [redacted] MI, 48314Site Address [redacted]Troy, MI 48085Dear Mr. [redacted],This letter is in response to the inquiry that you submitted regarding themeter at your home. I attempted to reach you by phone on 09/13/2017,09/14/2017, and 9/15/2017 to follow up, but wasn't able to make contact.I hope this letter addresses your concerns.I understand you're concerned that your meter is not operating properly.The information I have shows that we did replace the gas meter on9/6/2017. It also looks like you may have wanted to upgrade the meter tobe able to have more gas flow through to either power more appliances orlarger ones. To clarify, the added cost you've pointed out is associatedwith the meter upgrade, not the exchange that recently occurred becausethe prior meter was old. You are not responsible for the cost of a simplemeter exchange.The current gas meter will handle most residential homes, but there aretimes when some appliances require more gas. If you're using high-demandappliances and equipment (like a standby generator), we do need to comeout and replace the gas meter with one that is able to handle the largerdemand. Since the meter is larger than a standard residential service andmore expensive to maintain, that cost falls on the customer. We're unableto recover those costs with the revenue generated from any increasedusage.If you could contact me I can get your existing load and what you wouldlike to add to the home. From there, I can check to see if you need alarger meter or not and also give you a quote of what that would cost.I hope I have cleared up any confusion regarding this issue. If you haveany questions please feel free to contact me. My direct line is###-###-####.Sincerely,[redacted]Energy Delivery Request Team Leader[redacted].[redacted]@CMSENERGY.COMTell us why here...
02/27/2017 09:54:09 EST [redacted] N. [redacted] (EN[redacted])[redacted] / 0769[redacted] MASON MI 48854SERVICE DATES: 4/14/16 TO PRESENTI reviewed the account and found the following:DUNNING HISTORY:2/22/17 Mailed Turn off notice $343.62PAYMENT HISTORY:5/14/16 $22.077/27/16 $93.009/20/16 $282.3311/22/16...
$269.441/26/17 $500.00-There are two prior installment plan defaults back in August andSeptember 2016-The $500 payment made in January was because there was an accumulatedbalance of $633.62 on the account.-To have service reconnected in January there was a $500 payment made and$290 went to the bill, $160 to the deposit and $50 to reconnection fee.-This left a balance of $343.62. The new bill generated in the amount of$212.03 plus a $6.47 Late payment charge bringing the total balance backup to $562.122/27/17-I called ###-###-#### and was able to speak with [redacted]. He stated that he moved out back in January and no longer liveswith [redacted]. He stated he is trying to help her out so she doesn't getthe service turned off again.We went over the payments and he said they had been paying consistently onthe account. I advised if we are missing payments that there wasadditional information I would need but that I would be happy to look intothis further.Some of the confusion came in when he was unaware what was paid in Januarywas not enough to bring the account to a zero balance but to get theservice restored and that only a portion went to the bill and the rest tothe deposit and reconnection fee.He stated that [redacted] had called to talk about a payment program but washaving issues. I asked if he could have her call me directly or provideher number and I would reach out to her and explain the options available.He took my number and stated he would have her call me. I advised if hehad any questions in the meantime to please let me know and he stated hewould.-Waiting on call from [redacted] to further discuss her account andpayment options.03/02/2017 08:00:14 EST [redacted] N. [redacted] (EN[redacted])3/2/17-[redacted] never contacted me to further discuss her accountand payment options. I tried the number on the account of ###-###-####however this is not a valid number. Since [redacted] is nolonger living at the location I am sending the following letter to [redacted]to let her know what type of arrangements she can enter into and furtherexplain her account.March 2, 2017[redacted]Mason, MI 48854-9245Account Number: 0769Dear [redacted],I recently received an inquiry you placed the Revdex.com.While I was able to Mr. [redacted] regarding your account, I have beenunable to speak with you to further discuss payment options.In January 2017 the total account balance owing was $633.62. At the timeservice was disconnected a $500 payment was made for reconnection. Ofthis payment $290 went towards the utility balance, $160 for securitydeposit and $50 reconnection fee. This left a total account balance of$343.62. On February 20th your new bill generated in the amount of$218.50 bringing the total account balance to $562.12.We have several payment options available including weekly or bi-weeklypayments and the Shut off protection plan program. If you are strugglingto make payments there are also agencies available that may be able toassist. You can reach these agencies by dialing 2-1-1.A hold has been placed on your account until March 9th to allow time forarrangements to be made. Please feel free to call me directly at###-###-#### and I'll be happy to discuss the options available.Sincerely,[redacted]Customer Care Representative[redacted].[redacted]@cmsenergy.comCOMPLAINT CLOSED 3-2-2017Tell us why here...
04/02/2018 11:17:47 EST [redacted])[redacted] / 1952[redacted] [redacted]SERVICE DATES: 2/1/05-CURRENT-Assigned to ASP Complaints for follow up, inquiry is due on 4/9/1804/04/2018 13:01:37 EST [redacted] with ASP responded with the...
following information: Premium Care, six months June to Dec 2013 - this customer does not have any outstanding ASP charges and the late payment charges he's referring to are for the utility portion of the bill. We were out in 2013, the customer had a furnace repair, however due to the age of the service call we do not have further details of what took place.On 4/3 [redacted] called and left a message for Mr. [redacted] to contact him back.On 4/4 [redacted] was able to speak with Mr. [redacted]. He explained the charges on the account were valid, but for customer satisfaction that he would be providing a credit on the account for the 96$. Mr. [redacted] was satisfied and appreciated the resolutionSUMMARY OF RESOLTUION:Customer did have ASP with us for six months and had zero outstanding ASP charges. The outstanding charges were late charges due to the account not being paid on time. In light of customer we agreed to credit the $96 to cover these charges and Mr. [redacted] was satisfied.COMPLAINT CLOSED 4/4/18