We Energies

Review: I called We Energies in regards to having a added charge of $683 they say it is a deposit because I was past due about 6 months-yes I am at fault however, I did have many complications in the past where I couldn't pay and now I owe $715 plus the $683 which is $1500-they said I can set up payment plan but if I default I would be turned of!Also I really can't afford the $715 already and I am waiting on my tax money to bring them current but now I don't know what to do about the other $683 that I didn't even use yet-they say that I would it get it back next year at this time with interest- if I am current!!!! I don't have extra money- Why do they have to charge a deposit and isn't the late charges enough!!!! I am really trying to get things back on track however this is really pretty much not good!!!Desired Settlement: To drop the deposit!!!!

Business

Response:

We do not disconnect electric or gas service for non-payment during the five-and-a-half months between November 1st and April 15th. This period is referred to as the winter moratorium. Customers who do not pay during the moratorium are at risk of being assessed a deposit based on the four highest consecutive bills in the past 12 months. To avoid deposits we encourage customers to keep their accounts current through the winter. Last winter (2014-2015) Ms. [redacted] made no payment toward her account between 9/19/14 and 4/22/15. During that time her account balance went from zero to over a thousand dollars in arrears. After the moratorium ended Ms. [redacted] failed to establish a deferred payment arrangement (DPA) and did not bring the account current. A letter was mailed on 11/6/15 advising that if the account was not kept current or in an active DPA during the moratorium, a deposit would be assessed. As of today, February 12, 2016, Ms. [redacted]’s last payment posted to her account on 10/2/15. Because she did not keep the account current during this year’s moratorium, a deposit of $682 was assessed and included on the 1/27/16 bill. We are willing to review Ms. [redacted]’s income to determine if she is eligible for a low-income deposit waiver, and we encourage her to call to discuss the information needed. If she is not eligible for a waiver we are still willing to establish a DPA on the deposit and arrears. [redacted] We Energies Customer Assistance

Consumer

Response:

We Energies:I am not happy with what you stated because as follows:1) I never received back in November that you were going to charge me an additional charge (deposit) of $683.2) I am already struggling to make "things" work because of life....such as car broke down, such as my husband getting hurt at work..... and then to add an additional charge is really robbery!!!! And isn't that what late charges are for? 3) My husband already makes a tad to much to have emergency help.I would like we engergies to drop the deposit- because even tho I can set a payment arrangement what happens if something else happens (hopefully it doesn't) but that is life and then we energies can shut us off-

Business

Response:

Our records show that the letter explaining the possibility of a deposit was mailed the morning of 11/6/15 and was not returned to us as undeliverable. If Ms. [redacted] has been having difficulty receiving mail we would encourage her to contact her local post office. The possibility of late payment charges is meant to encourage on-time monthly payments. For the second winter in a row, however, late charges alone have not been enough for Ms. [redacted] to make any payments during the moratorium, and her arrears are already $150 higher than they were at this time last year. Based on this information we are not willing to waive the deposit. Deposits are assessed to provide incentive for on-time monthly payments. Once the deposit is fully on hand it is held until twelve on-time monthly payments in a row have been made, after which the deposit is refunded, plus interest. If Ms. [redacted] cannot pay the full deposit amount at this time we would again like to encourage her to contact our Customer Care Center at ###-###-#### to establish a deferred payment arrangement.

Consumer

Response:

Review: We energies refuses to set up a affordable payment plan without another large lump sum payment in order for me to stay connected. Within the last 60 days they have received $769.00 in payments. 250.00 from myself and 519.00 from energy assistance. I have made payments to we energies every time I get paid to keep the account active. We energies still requires a minimum payment of 450.00 to remain connected and get put on a payment plan. I have made every attempt to work with and try to receive an affordable payment plan. I am now scheduled for disconnection. This is ridiculous, all I want is to be put on a payment plan.Desired Settlement: I just want to be put on an affordable payment plan without having to make another large lump sum payment.

Business

Response:

Mr [redacted] currently owes $1777.71. He has made 2 payments on the account, $100.00 on 05/05/14 and $150.00 on 05/22/14. In addition he has received $519.00 in Energy Assistance credits. Mr [redacted] authorized us to speak with [redacted] regarding his account and she called us on 06/12/14 to discuss payment arrangements. She was advised there was an order pending to disconnect services and that a payment of $450.00 would be required for payment arrangements. There was no further contact prior to receipt of the communication from the Revdex.com.

Upon receipt of the Revdex.com complaint, I suspended disconnection action on the account to give Mr [redacted] additional time to establish payment arrangements. We have since been notified that Mr [redacted] has been granted $300.00 in crisis funds which can be applied toward the $450.00 down payment required for payment arrangements. If Mr. [redacted] pays the remaining $150.00 down I will be happy to assist with payment arrangements on the balance. The next bill date will be 06/30/14 and will include another disconnection notice. Payment arrangements will need to be in place before the disconnection date noted on that bill. I called Mr. [redacted] today and left a message asking him to call me to discuss arrangements.

Review: WE Energies has been overcharging me for electricity since September 2012 and they refuse to correct it or offer a refund.Desired Settlement: I want a refund for all of the overcharges for the past 9 months and I want the billing to be adjusted.

Business

Response:

In her inquiry to the Revdex.com Ms. [redacted] failed to mention that

she was enrolled in our Low Income Payment Plan Pilot Program (LIP) from May of

2012 forward. She was in this program when she closed the account at her previous

address on [redacted], and then continued it at her current address on

[redacted].

Review: My family and I moved into our current residence July 2014. I contacted WE Energies prior to moving in and set up services through them. In May 2015 I received a disconnection notice that included a bill statement with an almost $4000 balance. A relative was for a temporary time living with myself and my husband. His one responsibility was the electric bill. So I was assuming this bill was because of nonpayment on his behalf. I immediately called WE to discuss my options. They told me that a small part of the past due amount was from my current residence but most of it was from services I had at a previous residence nearly 5 years ago! Which I had no clue arrears existed. Also I'm being told this 10 months after I turned new services on. My options according to them were limited...I had 2.. Either pay entire past due amount of nearly $4000 or pay a partial payment of $900 and enter into a pay agreement. I had no gripes about owing this money. I understood regardless of my situation my name was listed as responsible party. So I set up the payment arrangement. In late June when I didn't receive my bill in the mail around the time I was expecting it I called WE. In short I was told check with my post office and you've called too late your bill payment was already due. So now you will have to pay $440 in partial payment and enter into yet another agreement or be disconnected. So once again I paid a lump sum of money that I couldn't afford and entered into the agreement. So now it is October the last two situations happened at least 2 more times. After doing some digging the one and only helpful WE representative found out that I wasn't receiving my paper bills because I'm signed up for paper billing. Until recently I didn't even have an email address to even be able to set up an option like this. Since May I have been gut wrenching stressed about this situation. I have a disabled husband who cannot work along with a teenage daughter. I work almost 70 hours per week to support my family. I've gotten what very little government assistance towards this utility bill that I can get. I've expressed to WE that I can't afford this huge partial payment but I can swing the past due payment monthly. There only answers have been there's nothing we can do. Most recently they wanted $700. I was able to get a 21 day disability extension due to my husband, but then I had to choose between basic necessities like food and this $700 to avoid disconnection. I was able to come up with $400 and because that was not satisfactory for them I had too borrow the other $300. Today I called and the representative told me because I didn't call back after paying the $700 I was due to be disconnected today. Even though the prior representative never told me I had to call back. So thank god I called just to make sure everything was good now. I feel like some of my rights are being violated per rules and regulations of this company. Such as individuals who fall 200% below poverty level shall not have to pay deposits or partial payment to enter agreement and another rule that I cannot be disconnected because of a past due account that is over 6 months old when customer was unaware of balance. Why did it take 10 months to notify me of a previous outstanding bill? Why was I never sent one piece of mail in about 5 years notifying me of this balance and why was I not even informed of it when I set up my current services? Why was I not told of my option to contact [redacted] if I can't afford these arrangements. I found out about [redacted] through my own research and just this morning filed a dispute with them over these matters and now waiting for a response. I'm at a loss for what to do and am in constant fear of disconnection!Desired Settlement: I just want first and foremost for the employees to be educated in their employers rules and regulations. Several were broken in regards to my situation. I also don't believe that the arrears from my previous residence should have been combined with my current account. Not when there were several times that I could have been notified of it over the course of years! I simply want to be on a pay agreement for any arrears at my current residence and my previous account with arrears should be separate and not effect my current account because they failed to ever inform me of any of it. I don't want to have to call several times every month and explain my entire situation to every csr I speak with just to get told I have no options!

Business

Response:

[redacted] resided at [redacted]

from 6/01/10 – 04/21/11. The owner

called, explaining that the tenant was no longer at the property and service

was taken out of Ms. [redacted]’s name as of 4/21/11, leaving a final outstanding balance

in the amount of $1,976.12. There was no

contact from Ms. [redacted] regarding the balance and it became a delinquent

account. New service for Ms. [redacted] was re-established at 9123 W Howard Ave as of

7/01/14. In May 2015 a third party attempted to place service into their name,

however, their request was denied. While reviewing the account the final unpaid balance was discovered and

transferred to Ms. [redacted]’s Howard Ave account, making the balance due along

with current charges.With the new balance on the account Ms. [redacted] was given several options

to avoid interruption of service, one of them applying for EA, with approval being

allowed to pay a reduced down payment. Ms. [redacted] was approved, made the requested

down payment and an extended pay agreement was established. However, Ms. [redacted] failed to keep the terms of

the arrangement, in addition to multiple other payment plans, resulting in the utility

requiring a significant down payment each time to re-establish an

agreement. Again, Ms. [redacted] failed to keep the arrangements, resulting in a

disconnection notice with her 09/04/15 bill. She did take advantage of a 21 day medical extension, which expired on

10/13/15, allowing her additional time to make the requested down payment. Ms. [redacted] made two payments totaling $700;

however, one payment was returned NSF, resulting in the agreement being

terminated. A new bill is scheduled to

process on 11/04.With regards to Ms. [redacted] having an e-bill statement only, this is

something that she established through her financial institution. Part of the enrollment process is agreeing to

accept a paper-free bill. Should Ms. [redacted] want to receive a paper bill she

will need to cancel the e-bill enrollment with her bank, the utility is not

part of the enrollment and cannot generate a paper bill while this enrollment

is active. To avoid future collection action and re-establish an agreement, it is

advised that Ms. [redacted] contact the collection department at ###-###-####.Tell us why here...

Review: There is a discrepancy between my energy bill, and the actual amount of usage. I called We-Energies to inquire amount the discrepancy and what they tell me doesn't add up. I haven't used double the amount of energy usage in two weeks. My bill each month hasn't been more than $75 since I've opened my amount with We-Energies and now it's $133 for future services that I haven't used. I don't usage much heat for my small apartment nor hot water.Desired Settlement: I would like my bill to be adjusted to the actual cost of my home energy usage, and not some talk of me using double the therm usage when even now my heat is off.

Business

Response:

Mr. [redacted] has been the customer of record since 7/24/13 and is billed

monthly for gas and electric. This is

Mr. [redacted]’s first winter at this property and the budget history for his unit

indicates that the usage has been “averaging” $72 monthly. However, based on weather conditions

throughout the year the “actual” usage may be higher or lower than the

suggested budget.

Review: I have faithfully paid above and beyond my monthly charges due to being behind on my bill.

I have recently been put on two medical devices that require electricity. A CPAP machine for my sleep apnoea and Nebulizer for a significant change in my asthma. My doctors have released paperwork to WE Energies to keep them from disconnecting my services while I continue to pay off my bill.

Due to these machines, WE Energies has said that my energy bill has gone up. Makes since. However my bills have been extremely high for the last several months. I have documentation of seven (7) dates that I have asked to have a WE Energies employee come out and do a meter check, because I believe my meter is not correct. Every time I have asked, they have refused, saying they have conducted tests on their own meters and they are very accurate.

I have gone now one month without a payment and said I could make a payment today, however the answer I received from WE energies BOTH times I called this morning was, "Since you are already scheduled to be disconnected, we cannot discuss a payment with you until it is shut off. Then you have to call us back and we can discuss a payment plan and possibly a down payment" I asked when my electric would be shut off and they said between 8am and 8pm. So I made arrangements to stay at a hotel so I could use my CPAP machine. Since they refused to discuss a dollar amount with me, I had no idea what I will be paying when I do get shut off. Now I wasted my money on a hotel room and I could have stayed home one more night.

So apparently the only thing being on a breathing machine at night means to WE Energies, is that you can have an additional 21 day extension to pay your bill. The rep gave me misinformation this morning, stating " Try running over to Energy Assistance, they can probably get you immediate relief" This SHOULD NEVER have been explained to me. I have already called for energy assistance and they are out an entire month for booking appointments. This is false information that has nothing to do with WE Energies, so I was given this advice is beyond me. I was clearly given false hope in an already terrifying situation.

"Desired Settlement: I want WE Energies to work with me on paying off my bill with a REASONABLE monthly amount. $1200 down payment is NOT something that I can handle, especially when I only gross $1100 a month and have three kids. One also on a nebulizer machine as needed, now.

I do not want my service shut off, I want to make a reasonable payment and I dont' want to pay any reconnection fees, if they do shut it off - I believe this would compensate for the hotel room I had to purchase because they said they were going to shut off my account today when I spoke with them twice this morning at 7:30am.

I went to channel 6 (fox 6 news) with this, and one of the assistant editors was interested in hearing my story because We Energies said they will work with anybody to do a down payment.

I also want my meter checked as well. The thing is practically hanging off the wall of my home, so I can't imagine how efficient it truly is.

###-###-####

Business

Response:

Ms. [redacted] raises several concerns in her complaint to

the Revdex.com. They are addressed individually below:

Review: I got behind on my WE Energies bill and they turned off our utilities without any warning. I did have an e-mail from them that stated I have five days to pay the bill (that came today 9/11/13) but they shut it off today. I told them there were two people in our house that had medical problems that need the power back on. They said they needed proof from the Dr's and they would review and decide if it was necessary to turn it on. I paid the bill right away but the soonest turn on was tomorrow. With to ill people in the house we need it on today or our medical situations could escalate to the point of missing school, work and having to go to the emergency room. One of the Dr's replied right away but WE Energies said is wasn't legible and sent it back to the Dr. I have called both Dr's and I was told they are busy with patients and may not get to the forms today. I don't think it should be up to WE energies to decide if our medical conditions warrant having the power turned back. I told them the situaition and it should be turned on today. It is 90 degrees out with high humidity. Both of those conditions exaserbate both mine and my daughters medical conditions and we shouldn't have to wait a day or two. If we do have to wait WE Energies will be held resposnible for any school or work missed and any medical bills and pain and suffering that has been caused.Desired Settlement: Utilities turned on 09/11/13 or WE Energies will be held liable for school missed, work missed, medical bills and pain and suffering. I will retain a lawyer and present my case.

Business

Response:

Ms. [redacted] has been the customer of record since 01/05/08 and is billed

monthly for gas and electric. An extended

pay agreement had been in place to pay budget plus an additional monthly

installment. The June payment was missed

resulting in the agreement and budget terminating. Due to non-payment, the next two months of billing

statement included an “ Important Notice Messages”, advising of the past due

balance, urging asking Ms. [redacted] to contact us to discuss arrangements.

Review: I signed up for a budget billing plan as well as a payment agreement a while back. I told them I get paid on the 25th. They said the bill is due on the 20th but that should be ok. Multiple times now I have been taken off the plan because of non payment. I have paid but it did not hit by the due date (which I sent on the 25th like I said).

I called today and they said I had to pay $300 to get back on a plan. I have been paying! Why? They not change the due date to make it work. They are being so difficult and I do not have a tree out back with money on it! If they set me on the plan again it will just happen again. I pay on the 25th and it will be too late again.Desired Settlement: Change my due date to correspond to the 25th, set me on a plan again. They said I have to pay $300 by the 8th or they are disconnecting me. I paid $179 on 7/10 and $92 on 7/25 so I have been paying as agreed!!!!

Business

Response:

Ms [redacted] also contacted the Public Service Commission of Wisconsin regarding her billing / due date concerns. I contacted Ms [redacted] in response to that inquiry and we were able to reestablish satisfactory payment arrangements. Ms [redacted] will also contact me should any issues arise regarding due dates.

Consumer

Response:

Dear

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 do want to add that if I had not contacted the PSC nothing would have been done. They were very rude until I did.

This company is a monopoly, no compition means they can charge artificially high rates, then post record profits!!

Review: Hello everyone. My name is [redacted] and I am a customer of WE energies.I would like to file a formal complaint against this company. On Tuesday July 7th, 2015 my service was interrupted because of a past due balance. I then called We Energies and asked them how much I would need to get my services restored and I was told by a WE Energies representative that it would be $388.00 on a balance of $976.00 and that the balance could be spread out over a period of 1 year. At the time of our conversation I had my account up online. I agreed to this amount and ask the representative if I could pay it now online so my services could be restored ASAP. I was told by the WE Energies representative that I could not pay it on line but I had to pay it over the phone, in which, I agreed to do.They instructed me that I had to be transferred to Bill Matrix thru US bank in which, I was transferred. I spoke to a representative there and I explained how much I was to pay and how I wanted to pay. I told her specifically that I wanted the $189.00 (plus the phone fee which the total came to $191.00) to come from my debit card and the remaining balance of $201.00 to come from my credit card. She then gave me a confirmation number of 118215 for the credit card payment and confirmation number 188114 for my bank card payment. The total payment came to around $395.90.I then called WE Energies back to make sure they had received the payments and the confirmation number which they had received and was scheduled to have my services restored the following day, Wednesday July 8, 2015. My services were restored Wednesday.Around 10.00 Wednesday night I checked my email and had received an email from WE Energies stating a confirmation of $776.91 was being taken from the checking account. The e-mail advised me that if “this amount is incorrect” to please call them, in which, I did and got the voice recording that the office was closed. Thursday morning, July 09, 2015, I check my account and saw the $191.00 debited from my checking account which was ok, and I thought that the e-mail was a mistake because my account did not show the $776.91 being deducted at the time. About an hour later I went to the ATM to withdraw money and was told that I had insufficient funds in the account which I knew was wrong! I proceeded to check my account again and, it was no mistake, WE Energies had taken the $776.91 which I never authorized them to do! I called my bank , Wells Fargo and spoke to [redacted] advising her what had happened. I then called WE Energies and spoke to Bridgette around 10.15 am and explained what had happened. She told me that the money had been taken from my account on line and I explained to her that I had not made that transaction in that amount and I was told that I could not pay anything on line because of the account status and that I had not authorized that payment amount, that maybe it was glitch in their system. She explained to me that they did not have access to my online information, in which, we went back forth about the issue because someone or something had erroneously taken that money that was not authorized by me! She advised me to call my bank; however, in the interim, I received a call back from Lee, a WE Energies supervisor around 10.35 . Again I explained what happened to her and of course was told the same thing. She had even pulled the phone recordings of my conversations with them explaining the arrangements I had made in which she agreed with everything I had said. I explained to her that this was not right to take my money and then not take some type of responsibility for what happened after telling them that this was an error! She said the only thing that could do was to reimburse me for the remaining credit of $359.00 and that would take 60 days which I told her was unacceptable! It took them 1 day to take the money but it would take them 60 days to give it back! I then processed to go to my back and I spoke with Florence the banker there. When she pulled my account she saw exactly what had happened! She said I should talk to WE Energies and I explained that I already done that with no results. She then advised me to put in an “unauthorized transaction” request, which I did.When I looked at my account with WE Energies the payments showed as follows: 07/08/15-Payment Received -$776.71 07/08/15-Payment received -$201.00 07/08/15-Payment received -$189.00. The $201.00 and the $189.00 are correct but the $776.71 is not! As I explained to them, why would I make arrangements to pay on the bill and then overpay it by $359.00? Dosen’t add up!Please, investigate this issue as this is not right and I don’t want this to happen to anyone else! I read on your website where this is not the first time WE Energies has taken unauthorized payments on their customers!You can reach me at work between 7.30 am-4.00 pm at 414-231-1043, cell phone, 414-202-7004 after 4.00 pm 414-449-3301.Thank you in advance for your help,[redacted]Desired Settlement: I want WE Energies to refund me the $776.91 that was erroneously took from my account.

Business

Response:

Ms. [redacted]’s service was disconnected and she was requested to make a payment in the amount of $377 for reconnection. On July 8, 2015 Ms. [redacted] scheduled two separate payments one in the amount of $189 and the second one in the amount of $776.71. Coincidentally this was her account balance as of 06/19.

Review: Back in June 2014, we vacated our home that was being foreclosed. At that time, we stopped service on that location online. When I just called, your customer service person said they had a stop service from October 2014, however service was not stopped. Service should've been stopped back in June 2014 and any bill going forward would need to be the bank's responsibility.Desired Settlement: This bill needs to be taken out of our names and not show on our credit report.

Business

Response:

Mr. & Mrs. [redacted] were owners for the property located at [redacted], and were billed monthly for gas service only. Per Ms. [redacted] she states due to foreclosure, theyvacated the home in June 2014, however, never contacted the utility to stopservice. Per the assessor’s office the confirmed that [redacted] bought back the property on 09/29/14. The final billing for the [redacted]’s has been re-adjusted to stop therebill as of the sheriffs sale date (9/29/14), ending their responsibility forthe property, leaving a final balance owing of $19.09.Tell us why here...

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,

Review: I called WE Energies on 9/14/15. I spoke to "[redacted]". Prior to that, I used the automated system, to request a payment plan for past due charges. We were on a payment plan prior to this request, but, was late making our scheduled payment because of the holiday weekend.

The automatic system offered ME to make a $352.00 payment by 9/16/15. This is not feasible,due to my husband's pay day on 9/17.

This is when the Customer service person [redacted] came on to speak to me.

He would not work with me to extend a 1 day period for the $352 payment. He went on to tell me he couldn't adjust anything automated, nor could anyone else in CS, including management. I requested to speak to a manager, however was told I would be put on a list and they would get back to within 24 to 48 hours. I found this information hard to believe, and told him that a robot was not his boss! I wanted to talk to a human to resolve this matter. [redacted] said he would put a request in for management to call me back. I am still waiting for a return call.

NOW, my husband called WE Energies the same day a few hours later, to see about a feasible payment arrangement. He did not recall her name, and he did not use the automated system.

She told my husband that we had to have $600? By 9/16/15 and would not work with an extention for date. He also requested to speak to a higher up. This higher up DID call back a few hours later and told my husband he needs to pay $900 by 9/17/15.

So, in order for us to have a 1 DAY extention,it will cost $600 MORE??

I don't think this is acceptable business practice. We made the monthly payment,but because of the holiday it was late.

My request is to resume the original payment plan without penalty OR a reasonable payment plan can be offered. I don't feel a $600 difference is acceptable for a 1 day extention.

Also, how was my husband able to make that arrangement if [redacted] from Customer Service to ME that it was not possible to extend a further arrangement?Desired Settlement: I would like to continue on my payment plan of $297 a month.

Business

Response:

We do not disconnect electric or gas service for non-paymentduring the five-and-a-half months between November 1st and April 15th.This period is referred to as the Winter Moratorium. Customers who do not payduring the moratorium are at risk of being assessed a deposit based on the fourhighest consecutive bills in the past 12 months. To avoid deposits we encouragecustomers to keep their accounts current through the winter. During the past two winters the Lees have not made any paymentto their We Energies account in the the months of October, November, December,January, February, or March. When [redacted] called us in March of 2015 todiscuss payment arrangements we agreed to accept a down payment of less thanone-third of the outstanding account balance to establish a deferred payment arrangement(DPA) on the remaining amount.In her inquiry to the Revdex.com [redacted] stated that her paymentfor last month’s bill was late due to the holiday weekend, but this year LaborDay fell on the 7th of September, while the due date for the bill inquestion was August 29th, a full week before the holiday weekend.When their payment did not post until September 9th, one day after thenext bill had been generated, the DPA established in March was broken.We are not required by the Administrative Code of Wisconsinto offer a second DPA to customers who have previously broken one. This is whythe rep [redacted] initially spoke with on September 14th advised wewould not be providing an extension on the due date offered by our automatedsystem. Later that same day, however, a supervisor agreed to offer a second DPAwith a due date extension as an exception. The Lees have since fulfilled thedown payment requirement for the second DPA and it will be active with theirnext bill, set to print on October 7th.Moving forward we would encourage Mr. and [redacted] to pay byor before the due date listed on each monthly bill to ensure the new DPA doesnot break. Keeping the terms of the arrangement will also prevent theassessment of a Winter Moratorium deposit.

Consumer

Response:

After having an arborist come out to do an estimate to take down branches hanging over my property form a neighbors tree, I was told to call we energies to cut back the lines the required 10 feet. every person I talked to that was out in the field tried to deflect the work. they sent out someone to look at it, he told me he needed the neighbors permission after I was persistent in having something done. he sent out someone to cut back some of the branches. that person left their card thanking me for letting them come out and do the work. however, nothing was done at all. next I called and they sent someone out and I talked with two more people from we energies and they told me I have call and have the lines shut off then my contractor can do this. it is a complete runaround, I just want them to cut back what is required, but I feel they would rather shirk their responsibility because it cuts into share holder profits and not the needs of the customers.

Review: On Friday, March 6, 2015 at approx. 7:15 p.m., I received a phone call from WE Energies. They started the phone call by asking if there has been any change to the number of occupants in my residence. I advised there has not. Then they asked if there has been any change to the number or type of appliances in our home. I advised there has not. The individual at WE Energies (he would not give his name) advised it appears we are paying a much LOWER price in energy costs than past usage would indicate. He advised because of this, it is imperative they replace the gas meter on our home as soon as possible. It was at that time that I began explaining to him that we did have a new wood stove installed and we have been burning a lot more wood this year than previous years. I did not have the chance to explain to him that we just purchased our home in 2013 as he continued talking over me and hardly let me get a word in edge-wise. He advised the wood stove nor the amount of wood we burned would be culprint to our declining energy bill cost and was adamant the gas meter be replaced.

I explained to him that my wife and I rely on our wood stove as a secondary (almost primary) source of heat during the winter months and how he could simply base such blanketed information on a faulty gas meter. The gentleman on the other end of the line had no answer for me. I asked him to verify that he was placing this call to my home after 7:00 p.m. on a Friday evening to tell me that I am not giving WE Energies a sufficient amount of money each month. He confirmed and advised that yes, that was indeed the case. He continued to be adamant about the alleged faulty gas meter and said he would be transferring me to his scheduling department to get the gas meter replaced.

He then placed the call on hold despite me asking him not to. I was on hold for approx. six minutes before I terminated the phone call. Moments later, my phone rang and it was WE Energies scheduling department calling to schedule a time to come out and replace our gas meter. I tried explaining the same thing to the woman on the other end of the line, but she continued reiterating she was just with scheduling and had nothing to do with my wood stove or declining energy bill costs. The woman stated she needs to book something in 4 hour increments. I explained to her my wife and I work Monday thru Friday and the soonest either of us would be home would be approx. 4:30 p.m. She said she would make a note on our account, but we are expected to be home at the time of service. I explained to her again that this was not my responsibility and neither my wife nor myself would be taking any additional time off work in order to have our energy bill cost because of this alleged faulty gas meter. She threw out a date of April 17, 2015 to have the service completed. I agreed to this date and wrote down the information so I could continue having dinner with my family and friends after being interrupted by the phone call.Desired Settlement: 1.) I want an explanation from someone at management and/or upper management level at WE Energies to explain to me why they think the installation of a wood stove in a home with wood-burning heat going in excess of 20 hours each day could not be a contributing factor to the declining costs of my energy bill.

2.) If the "faulty" gas meter is replaced and then coincidentally enough, my energy bill begins going up in cost as WE Energies hopes it would - I would like management and/or upper management at WE Energies to explain to me why I should not think I've just been scammed by their corporation.

3.) Why can't WE Energies in their infinite amount of wisdom review my energy costs from the summer of 2014 and review those costs associated with the upcoming summer months of 2015?

In closing, I believe as a Wisconsin resident and consumer that I am being scammed by this energy company simply because I have chosen to utilize an alternative form of heating in my home.

I will not be available to have this service rendered at any point in time.

Business

Response:

Due to a decrease in registered gas usage, as a courtesy, Mr. [redacted] was

contacted by our customer service department on 3/6/15 to inquire about his gas

consumption in his home.

Review: I have moved from an apartment in [redacted] to this one and asked to put my remaining balance on a payment plan. I was told I had to pay the balance in full or my energy would be shut off. I do not have the balance to pay it off. Call call it three time to see if I could make payment arrangements and I was told the same thing. I had a deposit on the account that was take and put toward the bill and than I thought I could put the rest in arrangements and was told no.

What I am asking is to pay the current bill plus $50 to $75 off the old bill until it is paid off.

Business

Response:

As

the Revdex.com is aware, the Administrative Code of Wisconsin forbids

collections-related disconnection of residential electric and gas service

between November 1st and April 15th

(referred to as the Winter Moratorium). Customers who elect not to make

payments during the six months of the year when we cannot disconnect service

must be prepared to make significant payments to remain connected during the

non-moratorium months.

Review: A check was sent in for electric for some reason they didn't get it, so I made a special trip to pay cash out of town. They would not hook it back up until next day no matter what and could not tell me exact time when. I told them I have sleep apnea Doctor does not do letters to electric co. I told them I stop breathing 30 or more times an hour and they still would not hook up our electric when I paid in full cash and they verified it was paid. They said they could do nothing to help me till next day. I wonder if I die in my sleep tonight if they'll. Be Responsible? Probably not. I'm very upset about sleeping without my machine I probably won't sleep much this is highly stressful and uncalled for. It takes less than a minute to hook it up and bill is paid!Desired Settlement: It will be to late to do anything by the time they get this.

Business

Response:

Mr. & Mrs. [redacted] neglected to make payment for services provided from 10/31/14 – 01/06/15 and after 4/29/15 no additionalpayments were received , resulting in disconnected of service on 08/06/15. The required payment was received and service was restored on 08/07. Typically reconnection of service occurs the following business day, unless there is confirmation from a physician confirming a medical conditionrequiring a same day reconnection. The customer mentioned the use of medical equipment in the home, however, declined the consultants offer to fax a medical form to their physician. A supervisor spoke to Mrs. [redacted] who confirmed there was no availability for a same day reconnection and their service was restored on 08/07. With medical equipment in the home it is recommended that you have an emergency back-up plan in place in case of any future power interruptions unexpected circumstances (storms, third party damage, etc.). To avoid interruption of service for non-payment it is recommended that you establish a pay agreement for the account balance or pay the balance due in full each month. Having an agreement in place will also prevent late payment charges as well as negative credit reporting. Should you need to establish an agreement pleasecontact our payment arrangement department at ###-###-####. To avoid interruption of service for non-payment it is recommended that you establish a payagreement for the account balance or pay the balance due in full each month. Having an agreement in place will also preventlate payment charges as well as negative credit reporting. Should you need to set up an agreement pleasecontact our payment arrangement department at ###-###-####. Tell us why here...

Review: I have WE energies listed on my credit report I have never had a WE energies acct. I called We Energies on 3/18/15 and spoke with [redacted] employee # [redacted] ext[redacted] and she said she was going to have it corrected with the billing dept. I filed a dispute with transunion to have this removed from my credit report. WE Energies acct [redacted]. I had this exact scenario happen back in 2012 with We Energies adding an acct that did not belong to me to my credit report.Desired Settlement: I wish to have We Energies removed from my credit report. I do not have any accts with them.

Business

Response:

Ms. [redacted] alerted our Customer Service Department to the discrepancy on her credit report on 3/18, the same day she filed this concern with the Revdex.com. The rep she spoke with called her back on 3/19 and advised we have not reported her name or social security number as associated with the address in question, and that the credit bureau(s) must have linked her name with the wrong credit information. This was not a reporting error on the part of We Energies, and Ms. [redacted] has followed the correct path by opening a dispute with the credit bureau.

Review: I have just received a letter from We Energies basically stating that, they do not like my payment practices and they feel the need to add a $745.00 Deposit on my account. If I fail to pay for this deposit but yet still pay for my services they can disconnect my service or take it to court. My payment practices have not changed in the over 10 plus years that I have had service with them. I am single mom who constantly struggles to make the bills, and have always paid this company. I pay what I can and adding a huge deposit along with threats makes no sense, especially without contacting the customer at all and no detail as to how this amount was calculated. would also like to know how I can be threatened with disconnection of service when payments are being made on service.Desired Settlement: I want the ridiculous deposit taken off my bill.

Business

Response:

Ms. [redacted] has been the primary customer on service since 09/01/05 and

is billed monthly for gas and electric service. Due to Ms.

[redacted]’s payment practices, not to pay during the winter moratorium prompted a

Deposit Notification letter to be mailed out on 11/08/13, requesting that she

bring her account current or risk a deposit being accessed to her account.

Review: I have a 3rd party Housing Authority) that pays $85.18, towards my bill monthly. The $85.18, has not been applied to my bill since 05/12/2014. I did reach out to the Housing Authority, whom confirmed the payment was sent, and also verified the account number was correct. I did call We Energies, and the Rep indicated that the payment were not received.Desired Settlement: I would like for this to be investigated and see where the payments have been applied to. Perhaps if the payment were miss applied to an old account. Can it be applied to my account?

Business

Response:

In reviewing Ms. [redacted]’s account it appears that she has been correctly

credited with Housing Authority payments each month. It appears that her monthly amount was

adjusted beginning in April from $85.18 to $70. Should Ms. [redacted] have any

additional questions it is recommended

that she contact the agency directly.

Review: We energies has falsely accused me of breaking my payment plan contract from a previous residence. I have documentation that this is not true, and when I called them on July, 17,2014 and spoke with [redacted] who stated her job title as a supervisor, acknowledged their mistake but refused to fix this issue,giving me lie and excuse one after another stating that there was no way for her to do so, but blantly contradicting herself multiple times on the matter.

In May of 2014 I moved from my home of [redacted], to my current home of [redacted], and had recieved notice of an exsting balance of 431.00 due to We energires. I had called them to discuss payment options. They represenative I spoke with had given me the option that best fitted me, I was to pay 36.00 each month on the bill until my bill was at 0 and would have no balance. I was asked if I would like to keep the previous balance and payment option from this residence of Primrose lane seperate from my now payment plan of Northridge lane, and have two seperate bills each month. I had agreed to this stating I would pay each bill given to me each month as seperate payments.

I recieved a letter dated May 9, 2014 stating my installment of 36.00 was due to We energies by May 28, 2014, with the account number of Acct:[redacted], as well as my bill for my residence of [redacted]. I sent a check dated may 16,2014 which was cashed, and put towards the account. The following month of june I then recieved a letter dated for June 10,2014 stating "thank you making arrangements to pay your balance due of 431.00, Your current balance is 395.00. My next installment of 36.00 is due by june 30,2014 on the Acct:[redacted]. thus proving my balance had gone from 431.00 to 395.00 because I had sent the 36.00. I sent them a check dated June 16,2014 of the 36.00 that was cashed as well as my check for current home 116.00 Acct:[redacted] that was also cashed.

In July I got another letter dated July 16,2014 stating that my balance of 395.00 from my previous accont was being transferred to my exsisting account. Confused and upset I called We energies to fix this problem.I explained that I do not want them conjoined and asked why this was happening. I was told that I was not able to have to seperate accounts, and that this should not have even been an option for me. Upset I had told the person I spoke with that the should honor this agreement because this was what there employee had given me. I was told that they were not going to honor it because I could not have two seperate accounts with my name and social. And that is obviously not true given my previous account that I am making payments on for 36.00 dollars has a Acct: [redacted] and my current residence has a Acct:[redacted]. That is two different accounts. That are fully active with my name and they obviously can keep the arrangment when my first payment in may went to the account and brought my balacnce down the 395.00 from 431.00 and my current bill was also paid.

When I had explained this to the represenative, the excuse then turned from they could not have two accounts in my name to they were transferring the accounts because I had broke my payment agreement given to me. Again upset and confused I had told him I did not break it and theat I had indeed sent both payments. After minutes of arguing I then asked him to look up the payments that were made on my account of [redacted]. He then told me infact that both payments of 36.00 amd 116.00 were put towards that address. I told him that it was then not my mistake they themselves had taken the payments and put them to the account. I had followed thru with my end, and that because he could see this I wanted it to be corrected so I could keep my bills seperate. When he told me he would not do this insisting I had still broke my arrangement and that it was not possible to keep two accounts, had I asked to speak to the supervisor. and was transferred to [redacted]. After yet again explaining the story and asking that it be fixed, I was still told that they would not honor what was given to me as my payment plans because the accounts could not be seperate, And that my next bill would be due in the amount of my current bill and the full 395.00.

I then asked her to explain how I couldnt have them seperate if I had already made a payment to the account, that had brought it down, and that they, not me had then taken the payment and put it towards another account not seeing or looking at the other account.Desired Settlement: I would like for We engerigies to ackowledge that I did not break my contract with them over my accounts, I would like them to follow thru with the option they gave me, I did not ask for, and I would like for my accounts to be kept seperate for the remander of the payments as offered to me.

Business

Response:

Ms. [redacted] was previously on service at [redacted]

until 4/28/14. When the account became final Ms. [redacted] called on 5/01 to

discuss terms for an extended pay agreement.

On 5/08 Ms. [redacted] called back and established the plan for 12 months at $36

monthly. As confirmation of the payment

plan a Fixed Agreement Letter and statement were mailed on 5/09 to her

forwarding address of [redacted].