I received a call from the customer on 9/28 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 $15.00 and the reconnect charge of $59.92 have been reversed on her account due to the poor customer service she received.
Tell us why here...
The customer lived at an address in Alliant Energy territory from September 2011 through the month of March 2015. Alliant Energy verified that the meter was switched with the unit on the other side of the duplex in August of 2015. 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, 2017 to contact Alliant Energy's Customer Relations Team to explain the situation.
Alliant Energy first received an electronic copy of this complaint today, March 22nd 2016.
Summary: [redacted] account at 512 [redacted] St Apt 6 Mauston ended on 10/6/2015. Service was started for her at [redacted] on 10/21/2015. Alliant Energy converted to a new...
billing system on 10/19/2015. This was part of the reason for the delay in [redacted] receiving her first bills at her new address. Her final bill from [redacted] St was $61.46 which she paid on 12/18/2015. 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 her. I 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 together. I'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 documentation. I 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 5th. I also told them I would stay on at 512 [redacted] until I was completely moved out so I would have the 2 addresses for a little bit. Not 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 up. At that time I was told I would have to take that up with my new landlord for what I owed up until that time. That 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 on. I was assured that things had been changed and that I would be receiving my bill for the new apartment with the new address. I never actually received a bill until January because they were going to the OLD address and not coming to me. Now how does the old address stay on a bill when I called and changed the day I signed my papers I had moved. One time ok but for 3 months. The one bill I received had my old address on the outside and new address on the inside. This whole change over that they did had obviously created some issues not only with my bill but others as well. As I was told by numerous ones that I spoke with when I called to continue trying to get things straightened out. So 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 it. So my payment took over a month to get there only after I proved I paid it. Does not make sense what so ever. I 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 177 that is on the payment plan which will be paid when I get my taxes back. I can say I have NO faith in this company what so ever now and will question all of my bills after all of this crap. I will not trust nothing what so ever. It 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 point. You couldn't even explain my bill from what had happened when I spoke with you either. Very disappointed in it all and super frustrated with the poor customer service that has been given. Maybe 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 professionally. Again I am not fighting the bills I have been mailed I am still not paying the 61.46 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]
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.
[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 2014 regarding IPL's HVAC tune-up rebate. IPL sent a letter to him on 1/9/15 stating that a rebate was enclosed in the amount of $32.00 for a residential furnance clean and tune up. IPL 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 tune-up rebate per year, per heating or cooling system
- The rebate amount is up to $50 (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 2014 and offered to pay him for the rebate. He was advised going forward, as an Alliant Energy electric customer, he must submit a rebate through Mid-American Energy as they are the fuel provider. IPL has plans to make the qualifications on the claim forms even more clear for 2017. However, IPL supports denying the rebate for a tune-up this year based on the details of the letter we sent to him in 2014. Mr. [redacted] signed the 2016 claim form and by doing so agreed to our Terms and Conditions. In 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.
Alliant Energy left a voice mail for the customer to return our call to discuss his account on 8/30 at 3:25pm. HIs account usage has been reviewed. Over the last two years, the meter has been estimated only two times. This indicates that his bills are based on actual...
usage. Alliant Energy can discuss possible reasons for an increase in usage and provide suggestions on reducing energy use, but the customer is responsible for this bill as it is based on his consumption. If he feels the meter is inaccurate, he can request a meter test but the customer is charged a $25 fee per Alliant Energy's IPL tariff if the meter is found to be measuring usage accurately after the meter is tested. This is not likely the case. The usage at the customers residence is lower in July and August of this year than it was in 2016, though usage was higher in other months in 2017 compared to 2016.
I received a call from the customer on 9/28 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 $15.00 and the reconnect charge of $59.92 have been reversed on her account due to the poor customer service she received.
Tell us why here...
The customer lived at an address in Alliant Energy territory from September 2011 through the month of March 2015. Alliant Energy verified that the meter was switched with the unit on the other side of the duplex in August of 2015. 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, 2017 to contact Alliant Energy's Customer Relations Team to explain the situation.
Alliant Energy first received an electronic copy of this complaint today, March 22nd 2016.
Summary: [redacted] account at 512 [redacted] St Apt 6 Mauston ended on 10/6/2015. Service was started for her at [redacted] on 10/21/2015. Alliant Energy converted to a new...
billing system on 10/19/2015. This was part of the reason for the delay in [redacted] receiving her first bills at her new address. Her final bill from [redacted] St was $61.46 which she paid on 12/18/2015. 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 her. I 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 together. I'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 documentation. I 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 5th. I also told them I would stay on at 512 [redacted] until I was completely moved out so I would have the 2 addresses for a little bit. Not 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 up. At that time I was told I would have to take that up with my new landlord for what I owed up until that time. That 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 on. I was assured that things had been changed and that I would be receiving my bill for the new apartment with the new address. I never actually received a bill until January because they were going to the OLD address and not coming to me. Now how does the old address stay on a bill when I called and changed the day I signed my papers I had moved. One time ok but for 3 months. The one bill I received had my old address on the outside and new address on the inside. This whole change over that they did had obviously created some issues not only with my bill but others as well. As I was told by numerous ones that I spoke with when I called to continue trying to get things straightened out. So 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 it. So my payment took over a month to get there only after I proved I paid it. Does not make sense what so ever. I 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 177 that is on the payment plan which will be paid when I get my taxes back. I can say I have NO faith in this company what so ever now and will question all of my bills after all of this crap. I will not trust nothing what so ever. It 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 point. You couldn't even explain my bill from what had happened when I spoke with you either. Very disappointed in it all and super frustrated with the poor customer service that has been given. Maybe 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 professionally. Again I am not fighting the bills I have been mailed I am still not paying the 61.46 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]
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.
[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 2014 regarding IPL's HVAC tune-up rebate. IPL sent a letter to him on 1/9/15 stating that a rebate was enclosed in the amount of $32.00 for a residential furnance clean and tune up. IPL 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 tune-up rebate per year, per heating or cooling system
- The rebate amount is up to $50 (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 2014 and offered to pay him for the rebate. He was advised going forward, as an Alliant Energy electric customer, he must submit a rebate through Mid-American Energy as they are the fuel provider. IPL has plans to make the qualifications on the claim forms even more clear for 2017. However, IPL supports denying the rebate for a tune-up this year based on the details of the letter we sent to him in 2014. Mr. [redacted] signed the 2016 claim form and by doing so agreed to our Terms and Conditions. In 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.
Alliant Energy left a voice mail for the customer to return our call to discuss his account on 8/30 at 3:25pm. HIs account usage has been reviewed. Over the last two years, the meter has been estimated only two times. This indicates that his bills are based on actual...
usage. Alliant Energy can discuss possible reasons for an increase in usage and provide suggestions on reducing energy use, but the customer is responsible for this bill as it is based on his consumption. If he feels the meter is inaccurate, he can request a meter test but the customer is charged a $25 fee per Alliant Energy's IPL tariff if the meter is found to be measuring usage accurately after the meter is tested. This is not likely the case. The usage at the customers residence is lower in July and August of this year than it was in 2016, though usage was higher in other months in 2017 compared to 2016.
After reviewing the account, WPL has decided to waive the entire balance per email received requesting to end service in October 2014.