We Energies

Review: We went through a chapter 7 earlier this year. It was filed 3/13/2013 and completed 6/14/2013. We actually moved out of the house we were going to lose in Oct. 2012 and I called WE to make sure that they were aware that there was no one living there any more. Customer service told us that we needed to let the account remain active and that we would not be charged. All they needed was the information regarding the dismissal. When filing, we sent that information and upon dismissal I called again. Now, in Oct. 2013 we are seeing a balance transfer of $78.45 for the period of March 13th, 2013 - August 15th, 2013. This is well passed the dismissal date and against all that was said by customer service in previous calls.

I called on Friday Oct. 11 2013 to get more information, the lady answering the phone ([redacted] I believe.) decided that my call was too much for her and without any warning just dropped me back into the call queue from which I was never transferred again. I remained on hold until their business hours ended. This was a total of 1 hour and 45 minutes.

I contacted the customer service department per email, but only received a "boiler plate" answer.Desired Settlement: I need to either get an adjusted bill and an apology or a refund for the time that I was put back into the call queue and left waiting.

Business

Response:

Mr. [redacted] was previously on service at [redacted] and

responsible for both the gas and service. On 06/12/13 We Energies received notification

of Mr. [redacted]’s Chapter 7 Bankruptcy, with a filing date of 3/13/13. A stop service order was issued, backdating

to 3/13/13, the bankruptcy filing date, to have all outstanding charges as of 03/13/13

included in his bankruptcy.

Review: I have been having an ongoing issue with We Energies. About three months ago they send me a letter that my online payments were being declined by the bank. I called them and the rep. That I talked to explained to me that after personal information verification the bank accounts were not maching for the online payments. I gave her the correct one and now the information is correct. I tried to pay again but I could not pay online anymore. I was sent a letter saying that the online payment is not an option anymore. I wad Never I repeat Never told that this also included a check payment. I send in a check June 23rd and was sent a reply July 7th that my check was returned. I called my bank and they said there was no record of any claim or returned check. I called we energies and they said that I wad not allowed to pay by check. By this time they had cut off the energy. I explained to the rep the situation again and told her that there was a misunderstanding with my bank account. She kept insisting that I could not pay with check. I kept telling her that there was nothing wrong with my bank account. They didnt even bother trying to pull the check I sent. They would have gotten the money. She transferred me to the claims dept. Who wanted almost $600 to reconnect my service. Which of course I had no choice but to do. They don't care about people and are not understanding at all. Not everyone has $600 laying around or just sitting in their bank account. They can play these kinds of games because they are the only ones in this state to provide this service. It would be a very different customer service provided if many of their customers could take their business else where.Desired Settlement: I want We Energies to reinstate my online banking option and my check option. I dont have the time to run around getting certified checks and/or money orders to pay them until I'm allowed to pay online as of April of next year. I have been a loyal customer and have paid regullarly until this misunderstanding. I feel like I have been treated like a child who broke a vase and is now being punished for it. How sad...and this from a serious business like We Energies.

Business

Response:

In a letter mailed to Ms. [redacted] on 4/24/15 she was advised, “Your payment history shows that within the past 15 months, you have had multiple payments returned to us. As a result, we now require you to pay your energy bill using cash, money order, certified check, credit card or debit card for a minimum of 15 months. You will not be able to pay by check.”

Review: I have power of attorney for my husband. I have been handling his bills, however, he has ran out of money and have no income coming in. Therefore, I have been paying the bills, although most times the electric and gas bills are often late. I do catch the bill up at great hardship to me. Because I have been late We Energies wants to charge a $818.00 deposit. I told them that if I had that kind of money I could pay the bill on time. In April I paid the bill up. the Company took $339.00 of the money that I sent for the service and put that amount on the deposit. I had not made any arrangements to pay the deposit and the company should have put all of the payment that I sent in for the service on the account. If they want to cut my service because of the deposit then find but now they are charging me a late fee for the bill which is the deposit. My electric service has been cut off and the gas has been cut off because they are on one bill. I sent them a final payment last month but miscalculated the bill, therefore I am sending them another payment which should be my last payment because I cannot afford to pay the deposit to turn my service on.Desired Settlement: I would like We Energies to apply the $339.00 that they put on the deposit and put it on my service as my payment. Thereby, my bill will be caught up and the only thing I will owe is the deposit. That the late fees charged for the deposit be credited to my account.I don't know how a company like this expect you to pay such a high deposit or a deposit at all when you cannot pay your bill. When you pay the deposit when you are late they don't use that money to pay the bill.

Business

Response:

The Administrative Code of Wisconsin, enforced by the Public

Service Commission, states that during the winter moratorium – November 1st

through April 15th – we may not use disconnection as a collection tool

for residential accounts that are in arrears. Accordingly, the Administrative Code allows us

to assess deposits to customers who do not pay during the moratorium (80 days

or more in arrears between Nov 1 and April 15), and also states that we may

disconnect service before or after the moratorium if a deposit remains unpaid.

Review: I have a street light out in front of my house . I have called twice to get it fix. We Energy said they would be there within 5 business days to fix it , each time I call . The street light is still out. We energy in neglecting there duty to up keep the lighting making the neighborhood unsafe . Also I have spent a lot of time trying to get this fix.Desired Settlement: FIX the light to make our neighborhood safer,

Business

Response:

On 10/30/15 a trouble shooter went out to the customer’s site to

investigate and found a bulb out onSL pole 70-6104 in front of the customer’s house and replaced the bulb. According to our records, the incorrect pole

(70-6108) was reported on 9/16 & 10/16, which is one span down from the

customer’s that needed to be repaired. Mr.

[redacted], Supervisor of Field Services placed an outbound call to Mr. [redacted],

however, there was no response and a voice message was left apologizing for the

confusion and asked that Mr. [redacted] him directly to confirm that the issue had

been resolved.

Consumer

Response:

[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.]

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,

Our power was turned off due to an outstanding balance, in full, which we paid less than an hour after the interruption. We were assured that our power would be turned on the next day. We realized that this would be an issue due to my husband's medically necessary CPAP machine. He has severe sleep apnea and stops breathing in his sleep. We contacted WE Energies and were told that his doctor would have to fill out a form. I reminded them that it was 5:34 and all offices were closed. We asked to speak to a supervisor and were told no. We asked again - NO! We asked why we couldn't speak to a supervisor and the "consultant" asked why we wanted to. We stated that she was rude and that my husband could die without his machine overnight. Again, She refused. Finally, after my husband raised his voice, she rudely complied. Unfortunately, we remained on hold for over 20 minutes and gave up when no one picked up the call.

I paid my past due amount so my gas could be reconnected. The only catch is they expect me to take an entire day off of work to wait around from 8am to 8pm. How do the expect me to keep paying my bills when they want me take off of work. The could not even narrow it down to a half day. They have no one scheduling available on Saturdays. I asked if the representative had any suggestions for people who work and cannot just stay home or leave whenever they want and her answer was no. They are not willing to even connect if I leave my door unlocked. They are completely unwilling to work with you because they know there is nowhere else for you to go.

Review: We energies has reported to the credit bureaus that I am delinquent 60 days and $1275.00 in bill payments.

My bill of $397.99 was due on 5-19-2014. It included $110.95 for electric and $223.04 for gas and $64.00 for underpayment of budget plan.

I paid my bill in full on 5-23-2014.Desired Settlement: I am not behind in my bill 60 days. By them reporting that, my credit score has been compromised and I want them to retract that statement and offer a miscommunication to the credit bureaus.

Business

Response:

After Mr. [redacted] contacted the Revdex.com on 5/27/14 he continued to work with our Customer Care Center staff. We believe we have arrived at a solution that is acceptable to both parties.

We Energies Customer Assistance

Review: In May of 2013, I switched the utility service (gas and electric) to my new address. I was told that I had an outstanding balance, roughly around $500.00. I set up a repayment arrangement with WE Engeries which stipulated that I pay $273.00/month for a period of 24 months, in order to resolve the debt. I have, for this past year, NEVER missed a payment nor have I been late with a payment. After 6 months of honoring this agreement, I received a bill for around $900.00. I promptly contacted the customer service department at WE Energies and spoke with an associate who stated that they reissue the contracts every 6 months. I explained that my initial agreement was for 24 months and that I had remained true to my end of the contract. In any event after much haggling, my monthly bill went up to $286.00/month again for a period of 24 months. Just recently (April of 2014), I received another bill for $943.00. I again contacted the customer service department of WE Energies and again had an associate proceed to tell me that "WE Energies had no record of my previous agreement." I kept all of my bills for the past year, along with names and dates of any persons that I spoke to regarding these billing issues. The associate that I spoke to was extremely condescending and denied any knoweledge of either of the two previous repayment plans. After several minutes of discussion, a third repayment plan was made for $300/month for a period of 24 months. My complaint is not only the fact that this company continually changes the agreement, but also they have reported the credit bureaus that I am delinquent in payment of $689.00 which caused my credit score to drop five points. I feel that this is untrue as I have NEVER been late or missed any of the payments since the first agreement was made. I have remained true to my word and have kept the account in good standing. WE Energies maintains that with the winter months, my bill has been over the amount of the payment arrangement however, there have been many months where my actual usage has been well below the payment arrangement. I am upset that WE Energies is using unfair billing practices and reporting to the credit bureaus false information.Desired Settlement: I would like for WE Energies to honor the agreement that we both agreed to originally which was $273.00/month and to also correct the reporting error to the three credit bureaus. I would like a letter from WE Energies stating the agreed upon monthly amount and stipulated time frame, and proof that they have correctly reported to the credit bureaus or I will seek legal action.

Business

Response:

Ms. [redacted] established utility service on 4/01/13. A past due balance of $533.03 was transferred

to her new account and an extended pay agreement for $45 plus budget of $241,

was established for a total amount due of $286.

Review: I called and cancelled my WE Energies Service near the end of October for the following address: [redacted]. November 30th is the final day of my lease at that address. My [redacted] for my new address called WE Energies to set up service before I moved in. This is why the cancellation for service at the old address and the request for service at the new address didn't occur on one call. Now three months after moving out of the old address, WE Energies sent me a bill in the mail saying I owe $110 for service from December 1st through February. I called in to the billing department the same day I got this notice. The first representative I spoke to said in order for me to get this resolved, I had to go to my old [redacted] and tell them to pay the bill. I told her this was unacceptable and asked to speak to a manager. After the rep told me there are no managers until Monday (I called in Friday evening), she hung up on me. I called right back to the call center and again asked to speak to a manager. I was transferred right through to a manager who took down my complaint, but she verified that the [redacted] had to verify they owe the bill before it's taken out of my name.

I have proof of my move out day at my previous address and I've been paying on my new account at WE Energies for four months. The only resolution to this problem is for this bill to be taken off of my name as I was not using the energy that I am being billed for.Desired Settlement: The only resolution to this problem is for this bill to be taken off of my name as I was not using the energy that I am being billed for.

Business

Response:

Mr. [redacted]’s new service was established by the management for his new

residence on 9/29/14. Per phone records

we never received a call from Mr. [redacted] to stop service at the 113th

St property. In fact Mr. [redacted]’s billing

responsibility ended only when a new tenant called to establish service as of 2/01/15.

Review: Filed a complaint last month about a $745.00 deposit charge that was added to my bill. Bill did say :" To avoid" potential legal action or a deposit request totaling as much as your four highest bills, payment in full of past

due charges must be made immediately. If you cannot pay in full, please call ###-###-#### to make a payment and payment

arrangements. In addition, your current charges are due by 02/17/14 .

On 2/10/14 All past due charges were paid. I am still disputing a $745.00 deposit fee that still remains on my account after I complied with was CLEARLY stated on my bill. If this was not correct it should not have appeared on my bill.

2/27/14 - just received current bill from We energies which now states that I am past due (which clearly is NOT the case) and they are now adding late fees on top of the disputed deposit fee amount.Desired Settlement: Billing adjustment of $747.89 taken off bill.

Business

Response:

Ms. [redacted] quotes the bill message that appeared at the

bottom of her billing statement issued 1/28/14. We would ask her to review the

previous month’s bill, issued 12/26/13, which contains the same message (except

for the due date of the current charges).

After that 12/26/13 bill was issued she did not remit “payment in full

of past due charges,” nor did she “call ###-###-#### to make payment and

payment arrangements.” As neither of those requirements was met, the deposit

was assessed and included as “Current Other Charges” on her next bill on

1/28/14.

Review: I am behind in my payments trying to put up to date but hard in this times. I never received a letter or phone call or email saying I was to be disconnected. I do not check bills cause I do everything electronically. Today the disconnection guy show up to disconnect I told him to wait cause I was to make a payment to avoid disconnection and he start to yield at me saying he couldn't wait and he was to do his job. I made a payment august 24 and that did not appeared on the system. I called cx service and they did not do anything to stop the disconnection I asked to speak to a supervisor and "was not anyone available " I'm tired for the monopoly in the electrical companyDesired Settlement: Not paying for re-connection and 200 In grocery's spoiled.

Business

Response:

Mr. [redacted] has been the customer of record since 03/20/03 and is

billed monthly for gas and electric. Mr. [redacted] receives his monthly statement

by email, allowing him quick and easy access to his account balance at any time. Despite Mr. [redacted]’s claim that he doesn’t

check his bills because he does everything electronically, it is still his responsibility

to review his statement monthly and pay his account balance due in full every monthly

or risk collection action.

Review: My power service was interrupted from approximately 7:15am-9:30am this morning, 7/23/13. I called WE Energies customer service and was informed that the outage was due to a lightning strike. I did not believe this explanation and asked to speak to a supervisor. I was told the supervisor would return my call at a later time. In the meantime, a news source reported that the outage was due to a tree falling on a power line (see link)

The supervisor returned my call and confirmed it was indeed a tree falling on a power line (lightning was in now way involved). I asked for a statement credit and was told that credits cannot be offered due to circumstances outside of their control. Clearly, they have control over the information provided by their customer service. Not only is it unethical and unprofessional to lie to customers but it puts customer safety at risk as well.Desired Settlement: Billing Adjustment for interrupting power service and $100 statement credit for being lied to by customer service agent. Better training for customer service representatives to ensure they are providing accurate information.

Business

Response:

The Customer Service Supervisor ([redacted])

attempted phone contact with Mr. [redacted] but was unsuccessful in speaking with

him. Contact information was left via a voicemail message on

7/24/2013.

Review: I received a monthly billing statement January 26th 2016 showing that I had an unknown past due payment amount of $526.66. On Monday February 1, 2016 I schedule an online payment of the full amount due on the WE-Energies My Account website for $526.66. After scheduling the payment, I received an email confirmation of the scheduled payment. Then on February 26th I received my February monthly statement stating that I had not made any payments and that my account was >30 days past due and was reported to the my credit report. I tried contacting We energies to inquire about the error of my payment from February 1 for the full amount due, but they were closed. I immediately logged into the We Energies My account and made a 2nd payment for the $530 to cover any potential past due and bring my account current. I was not aware that the scheduled payment from February 1 had not posted, even though I received confirmation from We Energies that the online payment had been processed and scheduled.

I spoke with We energy customer service on Monday February 29th and they informed me that they did not receive the online payment and the negative reporting to the credit agencies was correct. Even though I stated I had received an email confirmation of the payment and had copies of the online website transaction through my computer browsing history.

I then spoke with a super visor ([redacted]) and she would not correct the missing payment and reverse the negative reporting to my credit reports. I then sent copies of the email that I received on February 1 showing that I had indeed scheduled the online payment for $526.66 to bring my account to zero balance and in not past due. They were not able to explain how a payment could be scheduled and email confirmation sent to a customer, but still report negative account information to the credit agencies. I made all full faith efforts to pay my account as agreed and the second I saw there was a past due amount, I paid the account in fullDesired Settlement: I would like We engergies to reverse the negative reporting of this instance to the major credit agencies (Equifax, Experian, and Trans Union to reflect that there was no 30 days past due payment to my account and that the account is in good standing

Business

Response:

Mr. [redacted] contacted We Energies regarding an un-posted online payment that resulted in a negative credit report, due to the account balance being more than 60 days past due. Our customer service manager escalated his concern to the IT Department. After investigation we were unable to verify Mr. [redacted]’s payment from January, but have been able to resolve his concern to his satisfaction. Tell us why here...

Consumer

Response:

Review: I have had an ongoing problem with WE-Energies since May of 2014. I was billed for an extremely large usage rate that didn't make sense. While the dispute was in process with my landlord, the electrician, and WE-Energies, WE-Energies put my account on an UNAUTHORIZED 12-month budget payment of $104.00 every month. Previous to this dispute, I have always made my payments in full for the current charges. In addition to the unauthorized budget plan, WE-Energies continues to make unauthorized direct debits from my personal checking account despite my phone calls. I have called numerous times every single month to resolve the matter. I have talked to supervisors ([redacted], etc.) to remedy the billings and payments. My online profile through the WE-Energies website does not have an automatic payment account set up. I have the print outs for proof. WE-Energies also states via phone conversation that they cannot reverse the transactions on their part until the next bill cycle and that it is my problem I need to discuss with my bank for the refund. My bank charges fees to dispute any ACH transactions. I am not paying reoccurring fees for WE-Energies to continuously make these unauthorized transactions month after month. It needs to end!Desired Settlement: I want the unauthorized automatic payment ACH debits to stop immediately.

I want the unauthorized automatic budget enrollment to stop immediately.

I want a refund of the unauthorized transactions immediately (not when WE-Energies feels like it).

I want a refund for previous month's unauthorized bank transaction fees and over draft charges caused by WE-Energies.

I want an apology letter from WE-Energies management for not resolving the issue despite my phone calls.

I want other customers to be aware of the unauthorized transactions WE-Energies charge. It is impossible to switch to a different supplier, since WE-Energies maintains a monopoly in the area.

Business

Response:

On 11/20/14, and the days that followed, a We Energies customer

service supervisor worked with Ms. [redacted] to address her concerns. The

supervisor apologized for not cancelling the automatic payment withdrawal

before the November payment was taken. Automatic payment withdrawal has now

been terminated, and Ms. [redacted]’s account has been credited for the

cancellation fees charged by the bank. She has also been removed from the

budget billing plan as requested.

Review: In November, 2015, I received a notice that my services would be shut off. The notice sent to my address with no name, simply a generic greeting. I had not received this before, that I noticed, but I will state that since this did not have my name on it, I may have overlooked it. Evidently, there was a balance growing since the purchase of my home in July, 2014. The kind women I spoke with said it “must have fallen through the cracks” and should not have accumulated such a balance without a shut off. This implied that We Energies clearly did not reach out as they should since the entire account had “fallen through the cracks”. When I purchased the home, I was advised all utilities were placed in my name. I am new to We Energies so I did not think anything of this (my prior home did not utilize the same types of utilities).

If it fell through the cracks, I find it difficult to believe that information was indeed being sent to my home to properly notify me. I am very surprised, since if I were to voluntarily neglect paying a utility balance elsewhere, it would not be allowed active and unpaid for nearly one and a half years. I attempted twice since November, 2015 to speak with someone. I was assured I would receive a call back from a billing group; however, I ended up reaching out once again on February 3rd via email. I was asked to please call. I spoke with [redacted] in the billing/collections area who advised the full balance would be owed and could be paid over time. She was very kind; however, there is no responsibility being taken with this either. It can be very shocking to owe a large balance, even if added onto a regular monthly bill. Consumers should be protected from this in one way and at least worked with on a balance from a company that has done a poor job in returning communication to rectify a situation over many months. Also, I find it very odd that a utility company would allow 1.5 years of billing and never shut the utility off, yet state letters are sent and efforts are made to work with someone. Clearly they were not when email/phone attempts were not always returnedDesired Settlement: I wish to work on this balance with We Energies with a credit or reduction in place. Placing several hundreds onto the account to even begin a payment plan is unrealistic.

Business

Response:

We regret the misunderstanding and resulting miscommunication regarding responsibility for gas service at Ms. [redacted]'s home. After receiving this concern from the Revdex.com we spoke with Ms. [redacted] and an agreeable deferred payment arrangement has been established on her new account. She agreed to call back with any additional questions or concerns.[redacted]We Energies Customer Assistance

Review: My WE Energies bill due date for October was October 28th. I paid it on October 31st. Granted, I was three days late in making my payment, however, WE Energies is now reporting my account to the credit bureaus as 90 days late. I attempted to resolve this with WE Energies and their justification is that I broke the payment agreement that I had set up (I pay $70 each month for a bill on a payment agreement, in addition to my current monthly charges), therefore the entire amount of the payment agreement becomes due and is considered delinquent. However, I just cannot understand how if, my physical bill says it's due on October 28th and I pay it on October 31st, how that can be considered 90 days late? I spoke with a supervisor named [redacted] and she refused to remove the negative credit bureau reporting because she states that this is not an error on WE Energies part.

I can provide further documentation if need be.Desired Settlement: Remove the 90 day late mark from my credit report.

Business

Response:

A deferred payment arrangement, or DPA, is an agreement

in which a customer with a past due balance agrees to make a down payment and

then pay a portion of the past due amount each month plus her current charges by

the due date of each month’s bill. In

exchange for the customer establishing a DPA, we agree to not report the

remainder of the unpaid balance as past due as long as the terms of the arrangement are kept.

Review: I have contacted WE Energies on multiple occassions, trying to correct a billing issue and incorrect reporting to the credit agencies. This past winter, heating expenses went up drastically due to below average termperatues. I contacted the company to notify them I would be having problems paying the total amount due in February. Their practice, and what I was told over the phone would be acceptable, was to send in payments, which was what I did. They reported me to collections for having late payments over multiple months. I have tried to contact them multiple times, to wait on hold for 30 minutes or more every single time either because their website wasn't working, or it wasn't recognizing my password. This was also a factor in being unable to make payments. I thought that since I was making payments that I would be fine- especially because their website wasn't working and they should have a sufficient log of all the times I called and e-mailed to get this resolved.

They do not have sufficent numbers of call reps to handle the volume of calls they receive. I contacted them online as well, and asked to speak to a supervisor. I requested a time frame for a call back, because every time I have asked to speak to a supervisor, I am told one will call me back. I may get one random call 4 days later, and if they don't reach me, they will leave a message with their general number again. I call them back or go through their website to ask them to call me back again, and it's the same process all over... Sometimes I get a call back, but often I get no returned call. I work during the day, and ironically, there is never a supervisor I can speak to when I call. I always have to wait for one to call me back. Here are the dates of my attempts to resolve this with the company:

2/26/14- could not log onto website to pay bill. Was not recognizing my password. Password reset but could still not log on

2/27/14 - still could not login to website. Tried calling. Placed on hold for 35 minutes and no one picked up. Had to go back to work so used website to ask for password to be reset.

2/28/14- No returned call. Asked for another password reset so I could log on and pay bill.

03/23/14 - Made call because I was having problems logging onto account. Account password needed to be reset again.

04/23/2014 - Made call because I couldn't log onto my account since 04/19. Website not recognizing password again. Needed to be reset. Did not receive code until early morning. Only had 24 hours to reset and could not get reset because I was at work. Had tol follow-up with several more calls and e-mails to get resolved.

In July was when I realized that I had been reported to the credit agencies, I contacted them again. Again, I was promised a return call from a supervisor, but no response until 1 week later, claiming "she's tried calling me before". She hasn't. Filed another request online for a return call from a supervisor. Last message received on July 9th at 11:18 from a superviosr named "[redacted]". Again, gave me general call back number and claimed she would try me back again, but she hasn't.

As you can see, I have been making payments:

06/20/2014Payment: My AccountDetails - $213.59

06/09/2014Payment: My AccountDetails - $450.00

05/23/2014Payment: My AccountDetails - $150.00

05/23/2014Payment: My AccountDetails - $200.00

04/29/2014Payment: My AccountDetails - $500.00

03/07/2014Payment: My AccountDetails - $300.00

02/28/2014Payment: My AccountDetails - $500.00Desired Settlement: I would like a supervisor to set up a time when I can expect a returned call to discuss this matter further, as opposed to waiting on hold for 30 minutes to be told there is no supervisor available. They should give you a direct line for a supervisor instead of being told you need to callback the general line and wait on hold again for another 30 minutes just to talk to someone to be told that no supervisor is available. I work during the day and cannot be at their whim waiting on the minute they decide to call me back.

In addition, I did not have any gas usage for this last month, and they "estimated" my charges. Called to have this "estimation" removed because it's inaccurate, and they never removed the charges. I want these charges removed as well.

I also think this company is highly unethical, and should be reported to a higher accredidating body. I would like to know how I could do this so that other consumers are protected as well.

All reports to credit agencies must be removed ASAP. If they don't I will file a lawsuit against them for inaccurate reporting when they told me I could pay in installments.

Business

Response:

We apologize if the callbacks made by supervisors in our Customer Care Center were made at inconvenient times for Ms. [redacted]. In the message left on 7/3/14 at approximately 8:50am the supervisor [redacted] left her direct callback number. That number is ###-###-####. If she would still like to discuss her concerns Ms. [redacted] may call [redacted] at any time, and if she is not available a message should be left specifying when would be a convenient callback time. [redacted]We Energies Customer Assistance

Consumer

Response:

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.

Could you please note that they did not respond to your last request for a response? This is the exact same problem I have been having with them. I keep calling and I've not been able to connect with a supervisor because one isn't available. The supervisor I did reach does not call me back.

Review: I was on a budget plan for $80 a month did not receive a bill for 3 months and now the bill is to high and they messed up the billing process they said its my problem because I did not receive a bill from them I tried to talk to them on the phone and they told me I have to pay the past due bill and I was on the budget plan for $80 a month I receive Disability each month and it only covers our rent and for the part of the electric bill so I am on a fixed income right now it is $1,149.78 the bill from them messing up my budget plan.Desired Settlement: Would like them to put me back on my $80 a month budget plan and fix the bill they messed up on me due to not receiving bills for 3 months.

Business

Response:

When a customer on the Budget Billing plan falls more

than one month behind on the scheduled payments, the account is removed from

the Budget plan.

I know that WE energies tries to help out the south east portion of Wisconsin. The different programs and plans to help the less fortunate. We the people of Milwaukee is unfortunate enough to have a hunger profit company like WE energies to supply power to our great city. There is no competition for WE energies, it's the only source of power that the city depends on.

My wife lives at 8836 W Rohr Ave, Milwaukee WI with our 3 boys. One of my boy, who has respiratory problems since he was born, is dependent on his nebulizer to intake his medicine into his lungs. The nebulizer runs on electricity . WE engergies has said that they sent out a diconnect notice. She is saying she did not receive it nor get a call about a disconnection. She was set-up with a payment plan that she was late on paying in the month of 09/13. But she paid them a couple weeks after the date.

Granted, it's business! But don't play with peoples health. Especially when it's a 5 (FIVE) year old boys' health!!!

My wife and I are not disputing the honoring of the payment plan and paying on time. WE energies disconnected services yesterday 10/01/2013. The first day to apply for energy assistance for the heating season in 2013!! On top of that, we have been disconnected before, my son's need for his Nebulizer gave us the extra time to get energy assistance. Which is GREAT!

This time around, We energies came out on 10/01/13 to disconnect. We had no clue, we didn't hear anything back from WE energies about disconnecting. She told the service tech that she has a child who needs is medical equipment and all he said was "good luck" stop using that "excuse". We were furious!!!! I wish his condition is an excuse and we're not like a lot of families who lie to keep their services on. In the past, when we got our extension, we brought our bill current or enrolled into a payment program and met the program's criteria. We don't use this as an excuse and WE energies shouldn't play with people's health to get their money: knowing they're the only source of power in Milwaukee.

We called later that evening to talk with someone who actually cared and they told my wife to get a medical Clarence from our son's doctor. Our son's doctor didn't get back to us until the morning of 10/2/2013. Our night in our house last night was terrible. Our son had trouble breathing and we had to take him to urgent care at St. Joesph's Hospital to take his medicine. The doctors and nurses urged us to write to Revdex.com so that this can be documented. Our son's doctor filled out their form and faxed it in today stating that our son needs his Nebulizer before he sleeps. WE engergies confirmed it and told my wife that it was denied because we can go to Walmart for his needs![redacted] A serious slap in our face!

We have no money, we can't stay in a motel. I'm serious, if WE energies doesn't fix this problem, they're going to get a lawsuit by the potential harm and possible death of a person.

Just shows that WE energies said they sent out mailings and try calling us is enough to cut power on a little boy who needs his medical equipment to make it through the night so they can profit. The only visit that this Monopoly Energy Company is just to shut off people's power regardless of health condition!!

Word of advice WE Energies: when you're the primary source of power to a city, it doesn't mean you can just throw your weight around. Especially in these hard times!

Great job caring for the people who stuff your pockets with profit!

Review: RECEIVED A BILL FROM WE ENERGY FOR 11 MONTHS OF BACK PAY FOR A SO CALLED FAULTY METER ! WE CONTACTED WE ENERGY ASKING WHY THE BILL WHY THE BILL WAS SO LARGE ? ANSWER SLOW METER . THEN ASKED WHY A MONTHLY BILL WAS SENT TO US AND PAYED BY US. THEY STATED METER WAS READ MONTHLY AND THEY FOUND BILL DID NOT MATCH LAST YEARS BILL. ! [redacted] THEN STATED WE HAD MANY NEW APPLIANCES & THAT FROM MAY 1 TO OCTOBER 1 WE LIVE IN OUR SUMMER COTTAGE AND ONLY CAME HOME 4 DAYS A MONTH. ( VILLAGE OF KIMBERLY ALSO QUESTIONED WATER BILL STATING CONSUMPTION WAS LOW & WE HAD FAULTY METER ) WE STATED SUMMER AWAY & FINE ! FOR THE RECORD [redacted] WENT OFF BUDGET PLAN YEAR BEFORE WITH WE ENERGY BECAUSE OF RETIREMENT & SUMMERS AWAY ! THE PROBLEM IS WHY IT TOOK 11 MONTHS TO GET BILL FOR A SLOW METER IF IT CHECKED MONTHLY ? WHY NOT FIXED IF THERE WAS A DISCREPANCY IN USAGE AND WAIT 11 MONTHS TO INFORM US ? ALSO IF [redacted] IS GONE 6 MONTHS OUR POWER USAGE WOULD CHANGE BECAUSE OF NO OCCUPANT ! I FEEL WE ARE BEING TARGETED TO PAY FOR THERE FAILURE OF MAINTENANCE / LACK OF EXTRA MONEY FROM BUDGET PLAN AND PAYMENT ADDED FOR PEAPLE NOT PAYING BILDesired Settlement: THE BACK PAY AMOUNT IS OUTRAGES ! THEY OFFERED $60 REDUCTION ON A $1200 BILL BECAUSE OF NEGLIGENCE OF WE ENERGY IN METER READING AND MAINTENANCE OF PRODUCT ! ( NO ONE SHOULD GET A BILL 11 MONTHS LATER (IF THE METER IS READ MONTHLY) AND HOW CAN ENERGY BE USED WITH NO OCCUPANTS FOR 6 MONTHS ! COME ON THEY HAVE TO OWN UP TO THERE MISTAKES AND MAKE AJUSTMENTS

Business

Response:

All publicly regulated utilities in Wisconsin are required by the Administrative Code, as enforced by the Public Service Commission (PSC), to rebill estimated usage for up to two years in the event of a metering inaccuracy. This is to ensure that a customer whose service is inaccurately billed does not pay less, i.e. at a lower rate, than a customer whose service was billed accurately.At the Wildenbergs’ request the PSC has opened a file regarding this matter. The rebill is currently under review to verify We Energies calculated the information as fairly and accurately as possible. If the PSC determines the rebill was fair and accurate we would be happy to establish a deferred payment arrangement (DPA) on the remaining balance. If, however, the PSC determines the rebill should be adjusted, up or down, we will rebill the account accordingly. Again, if needed, a DPA can be established after any adjustment is completed.