Alliant Energy has tried to contact Mr [redacted] several times regarding his concerns The last attempt was made on 8/3/ A voice mail was left at his work phone number explaining that he is not receiving a paper bill for his Alliant Energy account because the account is enrolled in CheckFree He needs to contact CheckFree to remove the account from their paperless billing in order to begin receiving paper bills from Alliant Energy Alliant Energy would need to speak with him directly to discuss his concerns about being double billed
I received a call from the customer on 9/at 10:20am I told her I had not yet had an opportunity to review her response to the Revdex.com She asked me to return her call after I had reviewed it I attempted to return her call at 10:24am but she was not available and I was unable to leave a voice mail message The returned payment fee of $and the reconnect charge of $have been reversed on her account due to the poor customer service she received
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted]
Alliant Energy's billing department reviewed Ms [redacted] account and discovered some discrepancies with my original reply The switched meter situation was discovered on 7/6/and not on 8/6/as previously stated During the review, the billing department discovered that she was billed in error from 6/8/2013-7/6/so an amount of $will be credited to her account leaving a balance of $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined I have tried to call this person with no answer that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Joel [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have read and reviewed the response However, according to PSC code [redacted] ) the utility company may not bill past months As I received the bill on August 7, anything prior to that must be removed and cannot be billed me I ask that an updated itemized list of the corrections be sent to me from Alliant, within the allowable period of time only Once I have received that from the company I will accept the matter as closed Regards, [redacted] ***
We have reviewed the account and will be making the necessary adjustments todayThe next bill (due around 9/14/15) will show the correct balance.Sorry for the inconvenience
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you staff of the Revdex.com, you have been very helpful in this resolution.Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen I paid the on the account it did not post to any account because when I called I had to send proof that it was taken out of my bank account and she could not find it posted anywhereThe old account has been an issue since my move and the bills have been an issue since my moveI am not stating I am not paying the electric that ha been in use for the new address my issue is with this that is on my bill off my bill on my bill off my billThis was an issue on your end for the new system that was in effect back when I moved and I was told from numerous conversations that there has been a lot of billing issues since the transitionAfter I proved that Alliant had taken it out of my account is when they did a credit of the amountI was also told at that time it was taken care of and I should have a correct billing mailedI received that one and had to wait for my next check which I paid the amount and then received another one right after that which I question because it didn't show that I paid the which I found out it was a cross in the mailExplainable that is when all of a sudden there was a mistake in the actual bills that I was mailed and the understanding of what was processed was unknown and had to be recheckedSo if I would have not called that bill would of stayed and the old address bill would have STILL been out there ruining my credit saying I haven't paid my billI get computer errors but this has been a very long computer that is reoccurring over and over againI am paying the bills that I was sent the issue is this which doesn't add up because I wasn't even living there the last month I was there we were moving and only there a few nights a weekI have recently sent the payment for the amount and only have the left that is on the payment schedule of per month which I will catch up when I get my taxes in as much as I can so I can be on track [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Mr [redacted] filed a complaint with IPL in regarding IPL's HVAC turebateIPL sent a letter to him on 1/9/stating that a rebate was enclosed in the amount of $for a residential furnance clean and tune upIPL explained in this personal letter to him explained the following Alliant Energy customers are eligible for a rebate on a HVAC Clean and Tune if the following requirements are met: - Alliant Energy must supply the electricity or natural gas to the equipment being serviced - Maximum of one turebate per year, per heating or cooling system - The rebate amount is up to $(excludes all taxes and dealer coupons, not to exceed 50% of service cost, up to $50) Eligible HVAC equipment includes: - Central air conditioner - Air-source heat pump - Ground-source heat pump - Natural gas furnace - Natural gas boiler IPL apologized for the misunderstanding in our post card he received in and offered to pay him for the rebateHe was advised going forward, as an Alliant Energy electric customer, he must submit a rebate through Mid-American Energy as they are the fuel providerIPL has plans to make the qualifications on the claim forms even more clear for However, IPL supports denying the rebate for a tuthis year based on the details of the letter we sent to him in Mr [redacted] signed the claim form and by doing so agreed to our Terms and ConditionsIn fact, the claim form specifically states "IMPORTANT: Before completing and signing the form, please read the General Terms and Conditions located in the rebate booklet or at allantenergy.com/forms."
A deposit is required of any customer who files bankruptcy against Alliant Energy. This is to help protect the company and rate payers against any future revenue loss. This practice is in compliance with PSC rule 113.042 regarding residential deposits. The amount of the deposit... cannot exceed the highest two consecutive bills at the property. In this case, the customer’s deposit amount was very similar to the amount that was written off to bankruptcy. A bankruptcy deposit can be waived if the customer is low-income, otherwise, a payment arrangement on the deposit of up to three months is offered to the customer. Alliant Energy spoke to this customer on June 5, 2017 and explained the reason for the deposit as well as how the deposit amount was determined. The customer indicated that he would not qualify for the low income deposit waiver but that he could not afford the three month arrangement that was offered. Alliant Energy agreed to a longer arrangement that the customer could afford.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am still disappointed as the company has refused to abide by PSC code 113.0924(4), in that it can only bill me for up to months prior to the date of the bill However, as they have corrected some of the mistakes on their part and I believe the final some to be negligible enough I will accept this as is.Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Melissa [redacted]
Alliant Energy first received an electronic copy of this complaint today, March 22nd Summary: [redacted] account at [redacted] St Apt Mauston ended on 10/6/ Service was started for her at [redacted] on 10/21/ Alliant Energy converted to a new billing system on 10/19/ This was part of the reason for the delay in [redacted] receiving her first bills at her new addressHer final bill from [redacted] St was $which she paid on 12/18/ Unfortunately, this credit posted to her new account rather than to the [redacted] address, so a transfer of her final bill needed to occur to cancel out the balance on [redacted] Resolution: I spoke to [redacted] on March 4th and attempted to explain her account balance to herI exmplained that her bills at the new address are higher due to the electric heat at the apartment However, I was having trouble explaining the entire situation to her over the phone, so I offered to send her a letter along with a printout of her accounts receivables records so that she see where the balance accumulated I then asked to call me when she received the documentation so we could go over it togetherI've attached copies of the documentation that was sent to her on March 9th I called her today (March 22nd) to see if she had any more questions She stated she hasn't had a chance to read the documentationI asked her to call me after she reads the documentation if she has any questions If you have any questions or need any further information, please contact [redacted] or ###-###-#### P
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called on October 2nd I believe to set up for my new address at [redacted] St but was told that I was to late in the day for it to change so the earliest would be the 5thI also told them I would stay on at [redacted] until I was completely moved out so I would have the addresses for a little bitNot Until October 19th when I called to have my name taken off [redacted] street ad dress did I find out that my name was never on the new address and they couldn't even find my new account number I had to call back with that one to verify I was already set upAt that time I was told I would have to take that up with my new landlord for what I owed up until that timeThat was a little embarrassing I might say and again very frustrating with one more thing that was added to that pot of what was going onI was assured that things had been changed and that I would be receiving my bill for the new apartment with the new addressI never actually received a bill until January because they were going to the OLD address and not coming to meNow how does the old address stay on a bill when I called and changed the day I signed my papers I had movedOne time ok but for monthsThe one bill I received had my old address on the outside and new address on the insideThis whole change over that they did had obviously created some issues not only with my bill but others as wellAs I was told by numerous ones that I spoke with when I called to continue trying to get things straightened outSo when I paid my bill and in December online and was told in January that it wasn't showing anywhere and had to prove that it was taken out of my account where did that payment go?? It sure didn't go on my bill as I was told and had to prove I paid itSo my payment took over a month to get there only after I proved I paid itDoes not make sense what so everI am not fighting my bills what so ever as a matter of fact I have paid up until the last bill I received in the mail outside of the that is on the payment plan which will be paid when I get my taxes backI can say I have NO faith in this company what so ever now and will question all of my bills after all of this crapI will not trust nothing what so everIt is ashame that you have not been accurate on your billings or the phone calls that I have made and been told so many different things up to this pointYou couldn't even explain my bill from what had happened when I spoke with you eitherVery disappointed in it all and super frustrated with the poor customer service that has been givenMaybe more training is need so that you can have your people on the same page so others are not being given wrong information and things can be handle like the should be professionallyAgain I am not fighting the bills I have been mailed I am still not paying the that was your error and should be fixed by you on your end [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Tell us why here The customer lived at an address in Alliant Energy territory from September through the month of March Alliant Energy verified that the meter was switched with the unit on the other side of the duplex in August of This means that she had been billed for the electric usage for the neighbor’s electric usage Per PSC code [redacted] ), Alliant Energy corrected the billing for both sides of the duplex and the customer received an amount owed because she had been under-billed during that time She is responsible for the balance This was not due to a misreading of the meter or another error on Alliant Energy’s part A voice mail message was left for the customer on July 25, to contact Alliant Energy's Customer Relations Team to explain the situation
Alliant Energy would like to apologize to Ms [redacted] for her unsatisfactory experience and would like to provide the following information Alliant Energy does not require a customer’s social security number to obtain service A social security number is requested to help identify the individual’s identity and avoid identity theft The full social security number is only used for this purpose and is not retained anywhere on the customer’s account record The last four digits of the social security number are retained and are used to identify the customer on future phone calls This information is also used to set up customers with online account accessIf a customer prefers not to provide his or her full social security number to obtain service, other alternatives are available Often times the customer’s date of birth and previous address are enough to identify the caller via an online tool used by our Customer Support Associates The call between Ms [redacted] and Alliant Energy has been reviewed and coaching has been provided to the Customer Support Associate who spoke to Ms [redacted] on March 28,
Alliant Energy indicates they have no responsibility in the matterI disagree and I know the services were canceled, however because it was a year ago we didn't retain the online confirmation email they indicate it didn't happenKeep in mind they changed their billing/computer system since then because I don't have access to the online system I used when I have service with them They deny this as well.My standpoint isWhen monthly bills are not paid to Alliant they send notice of shut off, if amount due in not paid services would be disconnectedThis didn't happen- bills were not paid, services were not disconnected Instead Alliant allowed the service to stay on and allowed it the account to continue to bill and invoices unpaid for a years If they would have done what their notices state, the billing amount would have NEVER reach an amount of $1,Alliant representatives have told me their monthly invoices were returned as person not at the address Instead of contacting me regarding why the invoices were getting returned due to not at address they ignored it and continued to bill and continued to leave services in my name, AFTER I had already canceledAt NO time to Alliant call during this year regarding a bill being owed The 1st call I received regarding any billing was recently, telling me I owe $1, Therefore they had my phone # thus no reason why they wouldn't make a call much much sooner As I know they do on a basis for past due customersThe landlord of the apartment called Alliant, confirmed with them they had new tenants in the apartment beginning July Advised they would provide Alliant with the tenant information so Alliant could bill to correct party Alliant indicated that was fine they could do that The landlord provided Alliant the information However Alliant has failed to do this and is continuing to call me to pay the full amount billed. -- I agreed that due to the issue with disconnection I would be willing to pay any outstanding amount up until July 1,when the new tenants moved in This should be minimal because the apartment was vacantWe would request the unpaid billing statement ending June 30, -- The keys to the apartment were returned to the landlord in May or June as when I moved out earlier than that, I was still responsible for finishing my lease obligation, which was up in AugustThey advised me to hand in the keys at lease termHowever because the landlord let me out of my lease term early so they were able to rent it again July the keys were returned in May or June. Alliant continues to state it is the customer responsibility to cancel the service (Which I did) and they will pursue me for the total balance However they fail to recognize they failed to following their own processes by shutting off the service as they indicated in disconnection notice when bill was unpaid They failed to contact me when bill was unpaid Furthermore they did not do their diligence when they were receiving returned mail from a address stating "not at this address" they were providing service to
According to account records, the customer was on budget billing for six months and then the account went through a review, so the budget billing program did review as noted on Alliant Energy's website. The budget billing amount is based on the previous twelve months' usage at a property. If the customer did not live at the property at the time or the property was vacant, then the budget billing amount will be less than the actual usage. The budget billing program is intended to help manage payments, but the customer is still responsible for the actual energy used. The actual account balance does reflect on the bill. The budget billing amount on the customer's bill was recalculated per IPL Tariff 7.15A(4) Level Payment Plan as shown below. While Alliant Energy apologizes for the frustration this has caused the customer, it is Alliant Energy's opinion that the rules and tariffs have been followed in this case. Alliant Energy will review the phone calls the customer had with Alliant Energy representatives and provide feedback as needed.7.15A(4) When the level payment amount is recomputed, the levelpayment plan account balance shall be divided by 12, and the resultingamount shall be added to the estimated monthly level payment amount.Except when a utility has a level payment plan that recomputes the levelpayment amount monthly, the customer shall be given the option ofapplying any credit to payments of subsequent months’ level paymentamounts due or of obtaining a refund of any credit in excess of $
Alliant Energy has tried to contact Mr [redacted] several times regarding his concerns The last attempt was made on 8/3/ A voice mail was left at his work phone number explaining that he is not receiving a paper bill for his Alliant Energy account because the account is enrolled in CheckFree He needs to contact CheckFree to remove the account from their paperless billing in order to begin receiving paper bills from Alliant Energy Alliant Energy would need to speak with him directly to discuss his concerns about being double billed
I received a call from the customer on 9/at 10:20am I told her I had not yet had an opportunity to review her response to the Revdex.com She asked me to return her call after I had reviewed it I attempted to return her call at 10:24am but she was not available and I was unable to leave a voice mail message The returned payment fee of $and the reconnect charge of $have been reversed on her account due to the poor customer service she received
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted]
Alliant Energy's billing department reviewed Ms [redacted] account and discovered some discrepancies with my original reply The switched meter situation was discovered on 7/6/and not on 8/6/as previously stated During the review, the billing department discovered that she was billed in error from 6/8/2013-7/6/so an amount of $will be credited to her account leaving a balance of $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined I have tried to call this person with no answer that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Joel [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have read and reviewed the response However, according to PSC code [redacted] ) the utility company may not bill past months As I received the bill on August 7, anything prior to that must be removed and cannot be billed me I ask that an updated itemized list of the corrections be sent to me from Alliant, within the allowable period of time only Once I have received that from the company I will accept the matter as closed Regards, [redacted] ***
We have reviewed the account and will be making the necessary adjustments todayThe next bill (due around 9/14/15) will show the correct balance.Sorry for the inconvenience
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you staff of the Revdex.com, you have been very helpful in this resolution.Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen I paid the on the account it did not post to any account because when I called I had to send proof that it was taken out of my bank account and she could not find it posted anywhereThe old account has been an issue since my move and the bills have been an issue since my moveI am not stating I am not paying the electric that ha been in use for the new address my issue is with this that is on my bill off my bill on my bill off my billThis was an issue on your end for the new system that was in effect back when I moved and I was told from numerous conversations that there has been a lot of billing issues since the transitionAfter I proved that Alliant had taken it out of my account is when they did a credit of the amountI was also told at that time it was taken care of and I should have a correct billing mailedI received that one and had to wait for my next check which I paid the amount and then received another one right after that which I question because it didn't show that I paid the which I found out it was a cross in the mailExplainable that is when all of a sudden there was a mistake in the actual bills that I was mailed and the understanding of what was processed was unknown and had to be recheckedSo if I would have not called that bill would of stayed and the old address bill would have STILL been out there ruining my credit saying I haven't paid my billI get computer errors but this has been a very long computer that is reoccurring over and over againI am paying the bills that I was sent the issue is this which doesn't add up because I wasn't even living there the last month I was there we were moving and only there a few nights a weekI have recently sent the payment for the amount and only have the left that is on the payment schedule of per month which I will catch up when I get my taxes in as much as I can so I can be on track [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Mr [redacted] filed a complaint with IPL in regarding IPL's HVAC turebateIPL sent a letter to him on 1/9/stating that a rebate was enclosed in the amount of $for a residential furnance clean and tune upIPL explained in this personal letter to him explained the following Alliant Energy customers are eligible for a rebate on a HVAC Clean and Tune if the following requirements are met: - Alliant Energy must supply the electricity or natural gas to the equipment being serviced - Maximum of one turebate per year, per heating or cooling system - The rebate amount is up to $(excludes all taxes and dealer coupons, not to exceed 50% of service cost, up to $50) Eligible HVAC equipment includes: - Central air conditioner - Air-source heat pump - Ground-source heat pump - Natural gas furnace - Natural gas boiler IPL apologized for the misunderstanding in our post card he received in and offered to pay him for the rebateHe was advised going forward, as an Alliant Energy electric customer, he must submit a rebate through Mid-American Energy as they are the fuel providerIPL has plans to make the qualifications on the claim forms even more clear for However, IPL supports denying the rebate for a tuthis year based on the details of the letter we sent to him in Mr [redacted] signed the claim form and by doing so agreed to our Terms and ConditionsIn fact, the claim form specifically states "IMPORTANT: Before completing and signing the form, please read the General Terms and Conditions located in the rebate booklet or at allantenergy.com/forms."
A deposit is required of any customer who files bankruptcy against Alliant Energy. This is to help protect the company and rate payers against any future revenue loss. This practice is in compliance with PSC rule 113.042 regarding residential deposits. The amount of the deposit... cannot exceed the highest two consecutive bills at the property. In this case, the customer’s deposit amount was very similar to the amount that was written off to bankruptcy. A bankruptcy deposit can be waived if the customer is low-income, otherwise, a payment arrangement on the deposit of up to three months is offered to the customer. Alliant Energy spoke to this customer on June 5, 2017 and explained the reason for the deposit as well as how the deposit amount was determined. The customer indicated that he would not qualify for the low income deposit waiver but that he could not afford the three month arrangement that was offered. Alliant Energy agreed to a longer arrangement that the customer could afford.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am still disappointed as the company has refused to abide by PSC code 113.0924(4), in that it can only bill me for up to months prior to the date of the bill However, as they have corrected some of the mistakes on their part and I believe the final some to be negligible enough I will accept this as is.Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Melissa [redacted]
Alliant Energy first received an electronic copy of this complaint today, March 22nd Summary: [redacted] account at [redacted] St Apt Mauston ended on 10/6/ Service was started for her at [redacted] on 10/21/ Alliant Energy converted to a new billing system on 10/19/ This was part of the reason for the delay in [redacted] receiving her first bills at her new addressHer final bill from [redacted] St was $which she paid on 12/18/ Unfortunately, this credit posted to her new account rather than to the [redacted] address, so a transfer of her final bill needed to occur to cancel out the balance on [redacted] Resolution: I spoke to [redacted] on March 4th and attempted to explain her account balance to herI exmplained that her bills at the new address are higher due to the electric heat at the apartment However, I was having trouble explaining the entire situation to her over the phone, so I offered to send her a letter along with a printout of her accounts receivables records so that she see where the balance accumulated I then asked to call me when she received the documentation so we could go over it togetherI've attached copies of the documentation that was sent to her on March 9th I called her today (March 22nd) to see if she had any more questions She stated she hasn't had a chance to read the documentationI asked her to call me after she reads the documentation if she has any questions If you have any questions or need any further information, please contact [redacted] or ###-###-#### P
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called on October 2nd I believe to set up for my new address at [redacted] St but was told that I was to late in the day for it to change so the earliest would be the 5thI also told them I would stay on at [redacted] until I was completely moved out so I would have the addresses for a little bitNot Until October 19th when I called to have my name taken off [redacted] street ad dress did I find out that my name was never on the new address and they couldn't even find my new account number I had to call back with that one to verify I was already set upAt that time I was told I would have to take that up with my new landlord for what I owed up until that timeThat was a little embarrassing I might say and again very frustrating with one more thing that was added to that pot of what was going onI was assured that things had been changed and that I would be receiving my bill for the new apartment with the new addressI never actually received a bill until January because they were going to the OLD address and not coming to meNow how does the old address stay on a bill when I called and changed the day I signed my papers I had movedOne time ok but for monthsThe one bill I received had my old address on the outside and new address on the insideThis whole change over that they did had obviously created some issues not only with my bill but others as wellAs I was told by numerous ones that I spoke with when I called to continue trying to get things straightened outSo when I paid my bill and in December online and was told in January that it wasn't showing anywhere and had to prove that it was taken out of my account where did that payment go?? It sure didn't go on my bill as I was told and had to prove I paid itSo my payment took over a month to get there only after I proved I paid itDoes not make sense what so everI am not fighting my bills what so ever as a matter of fact I have paid up until the last bill I received in the mail outside of the that is on the payment plan which will be paid when I get my taxes backI can say I have NO faith in this company what so ever now and will question all of my bills after all of this crapI will not trust nothing what so everIt is ashame that you have not been accurate on your billings or the phone calls that I have made and been told so many different things up to this pointYou couldn't even explain my bill from what had happened when I spoke with you eitherVery disappointed in it all and super frustrated with the poor customer service that has been givenMaybe more training is need so that you can have your people on the same page so others are not being given wrong information and things can be handle like the should be professionallyAgain I am not fighting the bills I have been mailed I am still not paying the that was your error and should be fixed by you on your end [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Tell us why here The customer lived at an address in Alliant Energy territory from September through the month of March Alliant Energy verified that the meter was switched with the unit on the other side of the duplex in August of This means that she had been billed for the electric usage for the neighbor’s electric usage Per PSC code [redacted] ), Alliant Energy corrected the billing for both sides of the duplex and the customer received an amount owed because she had been under-billed during that time She is responsible for the balance This was not due to a misreading of the meter or another error on Alliant Energy’s part A voice mail message was left for the customer on July 25, to contact Alliant Energy's Customer Relations Team to explain the situation
Alliant Energy would like to apologize to Ms [redacted] for her unsatisfactory experience and would like to provide the following information Alliant Energy does not require a customer’s social security number to obtain service A social security number is requested to help identify the individual’s identity and avoid identity theft The full social security number is only used for this purpose and is not retained anywhere on the customer’s account record The last four digits of the social security number are retained and are used to identify the customer on future phone calls This information is also used to set up customers with online account accessIf a customer prefers not to provide his or her full social security number to obtain service, other alternatives are available Often times the customer’s date of birth and previous address are enough to identify the caller via an online tool used by our Customer Support Associates The call between Ms [redacted] and Alliant Energy has been reviewed and coaching has been provided to the Customer Support Associate who spoke to Ms [redacted] on March 28,
Alliant Energy indicates they have no responsibility in the matterI disagree and I know the services were canceled, however because it was a year ago we didn't retain the online confirmation email they indicate it didn't happenKeep in mind they changed their billing/computer system since then because I don't have access to the online system I used when I have service with them They deny this as well.My standpoint isWhen monthly bills are not paid to Alliant they send notice of shut off, if amount due in not paid services would be disconnectedThis didn't happen- bills were not paid, services were not disconnected Instead Alliant allowed the service to stay on and allowed it the account to continue to bill and invoices unpaid for a years If they would have done what their notices state, the billing amount would have NEVER reach an amount of $1,Alliant representatives have told me their monthly invoices were returned as person not at the address Instead of contacting me regarding why the invoices were getting returned due to not at address they ignored it and continued to bill and continued to leave services in my name, AFTER I had already canceledAt NO time to Alliant call during this year regarding a bill being owed The 1st call I received regarding any billing was recently, telling me I owe $1, Therefore they had my phone # thus no reason why they wouldn't make a call much much sooner As I know they do on a basis for past due customersThe landlord of the apartment called Alliant, confirmed with them they had new tenants in the apartment beginning July Advised they would provide Alliant with the tenant information so Alliant could bill to correct party Alliant indicated that was fine they could do that The landlord provided Alliant the information However Alliant has failed to do this and is continuing to call me to pay the full amount billed. -- I agreed that due to the issue with disconnection I would be willing to pay any outstanding amount up until July 1,when the new tenants moved in This should be minimal because the apartment was vacantWe would request the unpaid billing statement ending June 30, -- The keys to the apartment were returned to the landlord in May or June as when I moved out earlier than that, I was still responsible for finishing my lease obligation, which was up in AugustThey advised me to hand in the keys at lease termHowever because the landlord let me out of my lease term early so they were able to rent it again July the keys were returned in May or June. Alliant continues to state it is the customer responsibility to cancel the service (Which I did) and they will pursue me for the total balance However they fail to recognize they failed to following their own processes by shutting off the service as they indicated in disconnection notice when bill was unpaid They failed to contact me when bill was unpaid Furthermore they did not do their diligence when they were receiving returned mail from a address stating "not at this address" they were providing service to
According to account records, the customer was on budget billing for six months and then the account went through a review, so the budget billing program did review as noted on Alliant Energy's website. The budget billing amount is based on the previous twelve months' usage at a property. If the customer did not live at the property at the time or the property was vacant, then the budget billing amount will be less than the actual usage. The budget billing program is intended to help manage payments, but the customer is still responsible for the actual energy used. The actual account balance does reflect on the bill. The budget billing amount on the customer's bill was recalculated per IPL Tariff 7.15A(4) Level Payment Plan as shown below. While Alliant Energy apologizes for the frustration this has caused the customer, it is Alliant Energy's opinion that the rules and tariffs have been followed in this case. Alliant Energy will review the phone calls the customer had with Alliant Energy representatives and provide feedback as needed.7.15A(4) When the level payment amount is recomputed, the levelpayment plan account balance shall be divided by 12, and the resultingamount shall be added to the estimated monthly level payment amount.Except when a utility has a level payment plan that recomputes the levelpayment amount monthly, the customer shall be given the option ofapplying any credit to payments of subsequent months’ level paymentamounts due or of obtaining a refund of any credit in excess of $