Complaints

This profile includes complaints for Constellation NewEnergy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Constellation NewEnergy, Inc.

  100 Constellation Way Ste 500 Baltimore, MD 21202-6302

  
• 

  Constellation NewEnergy, Inc.

  116 Huntington Ave Ste 700 Boston, MA 02116-5749

• 

  Constellation NewEnergy, Inc.

  595 Summer St Ste 300 Stamford, CT 06901-1407

• 

  Constellation Energy

  810 Seventh Avenue, Suite 400 New York, NY 10019

• 

  Constellation, an Exelon Company

  40 Shuman Blvd STE 310 Naperville, IL 60563-8655

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ********************************************* to ********************************************* for medical reasons. I have used Constellation, which was not the company I originally signed up with but I can't remember the name (possibly ******). I first used the energy company when I moved into my home at ******************************************************************** in August 2007. I have used this same company even after they were purchased by Constellation. I moved four times before this last move and everything went fine moving electric power from one place to the next. I have called 3 times to try to insure that I would have electricity. No one said I had to link the new account with the old account for online services. I kept checking online but could only find my previous address. I was trying to make sure I paid the bill but the new address was not listed anywhere. Wednesday, at 12:17 pm, the power went off. I asssumed it was widespread & began to try to see if that was the case. It was not easy to find anything & no one answered at the apartment office. Thursday morning I realized the power outage was just me. I called Constellation. They told me I had a fee of $99 to turn the electricity back on. This has never happened since I started with the company in 2007. Why would they just turn the electricity off on a new tenant. They claim they sent documents but since I couldn't get to the new address on their website, I didn't see any information: no bill, no warning about lights going out, no bill for turning electricity back on. There was nothing that I could see. I still haven't figured their cryptic software out and may go back to paper bills to make sure I get them paid since they were so quick to just cut me off. I missed 3 hours of work on Wednesday and a couple more on Thursday since I didn't have power. I am unhappy with how this last employee spoke to me. I could barely understand him.

  Business Response

  Date: 06/19/2025

  Hello,

  We have reached out to the customer via phone and email to apologize for any confusion during her Transfer of Service. Although our attempts were unsuccessful, we did advise her via email that we have credited her account the $99 fee that was charged to reconnect. We have also left instructions to call us back to discuss details of her compensation request. We look forward to working with the customer directly to resolve the customers concerns and requests. 

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was checking on gas pricing.Could not find all the info on web,so called Constellation. We could not get it done by date I needed. Ended my call without doing a contractr and sign back up with my provider for a year. Did not know that they changed me over until I got a bill from my provider for early cancellation.I DID NOT give my ********* for them to change me. Every time I call,they can't find to recording ,and no notes from the last times I called.Say they will call me back and never do.Alway the same,"don't worry you bill until we get this worked out". Offered me a $225.00 credit that they never ******** today 5/27/25 I get a "Disconnection Notice" in the mail. Called today 5/27 and was told manger would call me back,and agen no one called.Called back,same thing.This time said we need to end call so she (manger) can call.But now when try to call back its after hours so no way to call. No call PLEASE HELP. This company should not be allowed to do business in **.

  Business Response

  Date: 06/03/2025

  Spoke with Mr. ****** and reviewed the events of his enrollment. The customer attempted to submit an enrollment on 1/31/2025 5:57am EST. The enrollment was rejected. The customer was advised to contact ****************** customer service at ****** EST on the same date. The customer spoke with one of ******************* sales representatives and learned the enrollment rejected due to the need for a deposit to be paid. The customer states he had a high credit score and would not need to pay a deposit. The agent asked the customer if they had their credit frozen to which the customer replied saying yes. Once he released the hold on his credit, the enrollment was eligible to continue without a deposit. Dates were discussed and ultimately,the customer requested to not continue. ****************** is still investigating how the enrollment processed but have advised the customer their next steps to changing providers. He can contact a new provider and process a switch OR Constellation can cancel his account which will result in his gas being turned off. The customer was also advised that ****************** will waive the early termination fee associated with cancelling. Customer has been provided a total credit amount of $225.00 which has taken care of his current invoices due on the account. In addition, there were two late fees waived totaling $20.00. The customer received disconnect notices due to no payments being made on the account since it went active. The customer was advised that there will not be any additional credits or late fee waivers moving forward. Constellation sent several communications to Mr. ******* showing his enrollment confirmation as well as invoices showing due dates and amounts due. All documentation sent was sent the same way that the disconnection notice was sent.
  Constellation has attempted to contact the customer several times with no answer. Voicemails were left however the customer indicates he has not received a voicemail.
  Spoke with Mr. ****** and reviewed the events of his enrollment. The customer attempted to submit an enrollment on 1/31/2025 at 5:57am EST. The enrollment was rejected. The customer was advised to contact ****************** customer service at ****** EST on the same date. The customer spoke with one of ******************* sales representatives and learned that the enrollment was rejected due to the need for a deposit to be paid. The customer stated that he had a high credit score and would not need to pay a deposit. The agent asked the customer if they had their credit frozen, to which the customer replied affirmatively. Once he released the hold on his credit, the enrollment was eligible to continue without a deposit. Dates were discussed, and ultimately, the customer requested not to continue. ****************** is still investigating how the enrollment processed but has advised the customer on their next steps to changing providers. He can contact a new provider and process a switch, or Constellation can cancel his account, which will result in his gas being turned off. The customer was also advised that ****************** will waive the early termination fee associated with cancelling. The customer has been provided a total credit amount of $225.00, which has covered his current invoices due on the account. In addition, two late fees totaling $20.00 were waived. The customer received disconnect notices due to no payments being made on the account since it went active. The customer was advised that there will not be any additional credits or late fee waivers moving forward. Constellation sent several communications to Mr. ****** showing his enrollment confirmation as well as invoices showing due dates and amounts due. All documentation was sent in the same manner as the disconnection notice. Constellation has attempted to contact the customer several times with no answer. Voicemails were left; however, the customer indicated he has not received a voicemail.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received letter dated 7 April 2025 stating I am $200.45 in arrears to Constellation for electricity. *** in Dayton is my electric utility and I pay them one payment for both kilowatts used and kilowatts delivered. Called *** today (4/14/25) and they say 1) I am fully paid up (on time!) with them and 2) they sent Constellation's portion of the payment to them. Constellation claims I am short from several months dating back to November of 2024. *******! If I was late then, why no notice? Also, Constellation says I owe **** (which no longer exists, it was bought out by ***), so why is Constellation bugging me to pay **** if I supposedly owe them? We have had billing issues in the past with Constellation: they couldn't seem to coordinate their bills with ****/*** and I had to wait (sometimes for weeks) to get a bill so I could pay both parties. I submit that this is a billing error on Constellation's part. I surmise they credited the amount paid to the wrong account, they just won't own up to it. I demand Constellation's billing department call ***'s billing department and get this straightened out. It's not my fault, I DO NOT owe this money and I will not pay it. If it goes to collections, I will dispute it and I will message the ******************************. They may wish to look into this matter.

  Business Response

  Date: 04/22/2025

  Hello,

  We are in communication with the customer and have sent him his balance breakdown. We are working directly with customer to resolve.

  Business Response

  Date: 04/22/2025

  Constellation has contacted the customer and went over the balance break down. The customer understands the charges/breakdown and will call the utility to see why he had $0 balance on invoices for Constellation where there was supposed to be charges. The customer will contact ****************** directly with any additional questions in regards.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 3rd I signed up for new service with Constellation natural gas company for their advertised rate of .49 cents per therm. My ccontract with *** ended 12.30.2024. Constellation also offered a gift card for changing to their service. After a month of back and forth from Constellation about not being able to complete my background check for unspecified reasons, and removing their offer of a gift card for changing to their service, I was billed over $400 from *** for their variable rate. I dont know if this was a concerted effort on both of their parts, or not. As they both stood to gain from this delay. Constellation then said, weeks later, we will give you the rate of .56 cents per therm, not what was advertised. I still have not received written confirmation from them my service has been/or will be changed. This could lead me to another massive gas bill, and to financial hardship. The confirmation Constellation has received my request is ***********. My account # with *** is listed below. Any help with this matter would be greatly appreciated.

  Business Response

  Date: 02/24/2025

  Hello,

  Constellation's goal is to make our enrollment process as seamless as possible and we have called Mr. ********* to apologize for his experience in regard to the ID check, however, until all enrollment requests are completed, Constellation cannot guarantee enrollment or a rate. Enrollment /rates are not guaranteed until all enrollment materials are received, and the request has been sent to and accepted by the customers utility. Constellation will then send an email confirmation of the enrollment being received and sent to the utility with the enrollment details. If rates change in the process, then the current rate whether lower or higher will be honored. Constellation received the customers valid enrollment request as of 1/27/2025 and it was sent to the utility on 1/27/2025. We are awaiting acceptance with the anticipation date of 3/1/2025. As a courtesy, we will extend the gift card promotion of $75 due to the customer's inconvenience. 

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This gas company consistently make errors in my monthly billing statements. I have paid the full amount due timely for the entire year of 2024, and I have Confirmation numbers as proof of payments. The months in question is as follows:
  1. July 2024, amount due $43.00.........Amount paid $43.00 7/16/24 confirmation number ********** ( This
  payment not found by the company, and is in question.
  
  2. October 2024, Two separate billing statements ,
  (1). Amount due $40.12 .....Amount paid $40.12 10/14/24 confirmation
  number **********.
  (2). Amount due$50.00 10/17/24. ( Company did not send a billing statement. I was not aware of
  this bill, and I was not informed of its existence. The meter was not read twice this month. What
  is this bill for? This $50.00 dollars bill is what's in question.
  
  3. December 2024, Amount due $103.59 on 12/18/24.
  
  In October 2024 , I moved my gas service to another company Gas South and service started 11/1/24 therefore, there should not be a bill from Constellation for the month of November. Gas South also paid transfer fees. Constellation keeps claiming to give be credit for $50.00 which I have never seen on my billing statements. I have discussed this issue several times with Constellation, yet no resolve. I owe this company -0- dollars.

  Business Response

  Date: 12/09/2024

  Constellation has attempted to contact this customer multiple
  times but has not been able to connect nor have received a call back. Direct
  contact information has been left on the customer’s voicemail.
  

  Customer Issue:
  **July 2024: **
  Amount Due: $43.00
  Amount Paid: $43.00 on 7/16/24
  (Confirmation Number: **********)
  This payment was not found by the company
  and is in question.
  
  Findings:
  The payment was made to Constellation
  **** instead of Constellation and was canceled and returned to the customer on
  8/20/24 (Confirmation Number: **********). Notes indicate that ************ **** is unable to process Constellation Power energy payments. Customers should
  go to ********************* and select "My Account" to make payments.

  You will find payment/ cancel receipts attached.
  
  Customer Issue:
  **October 2024: **
  Amount Due: $40.12
  Amount
  Paid: $40.12 on 10/14/24 (Confirmation Number: **********)
  

  Findings:
  Records indicate this payment was applied
  to invoice *********-1, leaving a balance of $50.12 on the account. The payment
  of $42.88 was allocated as follows: $40.00 to invoice *********-1 on 10/14/24
  and $0.12 to invoice *********-1 on 10/14/24. Additionally, the late fee for
  invoice *********-1 was waived on 9/24/24.
  
  Customer Issue:
  Amount Due: $50.00 on 10/17/24
  Issue: No billing statement was sent for this amount, and the customer
  was unaware of this bill. The $50.00 balance is questioned as the meter was not
  read twice this month.
  
  Findings:
  The $50 balance was carried over to invoice *********-1 from invoice
  *********-1 (statement cycle 7/23/2024 - 8/22/2024). This bill includes a
  $40.75 charge and a $10.00 late fee, resulting from an underpayment on the
  invoice. A payment of $0.75 was applied to invoice *********-1, with the
  remaining amount applied to invoice 688597641-1 (statement cycle 6/21/2024 -
  7/23/2024).
  
  Customer Issue:
  **December 2024: **
  Amount Due: $103.59 on 12/18/24
  Issue: Customer moved gas service to another company, Gas South, starting
  11/1/24. There should not be a bill from Constellation for November, as Gas
  South also paid transfer fees. Constellation claims to have credited $50.00,
  which has not been reflected in the billing statements. Despite several
  discussions with Constellation, the issue remains unresolved.
  
  Findings:
  This
  is the final bill dated 10/22/24 - 11/1/24, indicating the account with
  Constellation was finalized as of 11/1/24. Current Balance: $53.53, including
  charges of $2.79 for 10/22/24 - 11/1/24, $40.74 from the bill cycle 9/23/24 -
  10/22/24, and a $10 late payment fee from the billing period 8/22/24 - 9/23/24.
  Constellation has emailed customer the invoice reflecting the $50 credit via
  email.

  Customer Answer

  Date: 12/11/2024

  I dispute the Final bill of $40 plus $10 late fee for dates 10/22/24-11/1/24, as these dates are 11days of service. I paid $42.00  for the entire month of service; therefore, how can 11days generate a $40 bill. Consequently, I am not liable for these fake charges. This company offers customers bad business and false surprise billings which I simply refuse to pay. I have requested paper statement which they have repeatedly failed to provide so that I may keep up with the charges. Again, bad business and fake charges, and I will not pay the $53 dollars which I do not owe. If a true amount for the 11 days is correctly calculated perhaps I will consider payment. Certainly, $40 dollars for 11 days is incorrect. I never paid more than $42 dollars for the entire month.    

  Business Response

  Date: 12/17/2024

  Thank you for your response. We appreciate the opportunity
  to address your concerns.

  We apologize for any confusion caused. The information
  presented in our previous communication outlines the facts of each payment
  inquiry you presented. As explained, your account with Constellation has been
  canceled as of November 1, 2024. As of now, your Constellation balance stands
  at $53.53.

  If you have any specific questions or need further
  assistance, please do not hesitate to contact Constellation directly. We are
  here to help and ensure your concerns are adequately addressed.

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative stopped in from this company, we said no thank you. Next thing we know we have a new energy provider. The contract was signed by them on both sides, and they clearly ******d our billing address because it was wrong. This company is a scam, do not give them any personal information.

  Business Response

  Date: 12/04/2024

  Constellations records reflect that the customer completed an
  enrollment with a third party broker, (****** ****** ********), for gas with
  Constellation and electric with another supplier, per the broker. Cust
  cancelled gas with Constellation and left electric active with the other
  supplier. The Broker states this enrollment is valid, no adjustment is warranted.
  

• Initial Complaint

  Date:11/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After only two months using their service, I terminated my energy utility service with Constellation, partly because I found a rate that was 5 cents/kwh lower than theirs! I have two outstanding bills in the amount of roughly $300 remaining to pay on that account, and I will do that. However, Constellation is charging me a $150 disconnect fee that was NEVER disclosed to me, either upon entering the contract or upon my final conversation with an account representative. If I had known about the $150 fee at the time I closed my account, I likely would not have done so.
  I will pay the remaining balance on my service, but I cannot pay a $150 fee especially one that was not disclosed to me when I chose to close the account. Thank you for your consideration!

  Business Response

  Date: 11/08/2024

  Constellation confirms the acct balance to be $624.13 and has agreed to waive the ETF of $150.00. Afterwhich, the remaining balance of $474.13 is due. A new invoice will generate in 24-48 hours reflecting that the ETF of 150.00 has been removed.

  Business Response

  Date: 11/11/2024

  Mr. ****** ******enrolled in a 36-month fixed rate term through a Constellation-branded
  comparison site. The customer received their confirmation letter and
  Electricity Facts Label on July 31, 2024, via email.
  
  Constellation
  has communicated the early termination fees in the letters below for the
  customer's awareness. Please note that this fee is applicable and will not be
  waived.
  
  See information communicated to the customer.
  EFL attached
  
  Enrollment
  confirmation letter (not included for customer privacy):
  A Recap of the
  Plan You Requested
  Plan Type: FIXED
  Electricity Plan + Air Conditioner Protection Plan
  Term: 36
  months
  Average
  Price: 13.7¢ per kWh, based on 1,000 kWh
  Energy
  Charge: 12.7¢/kWh
  Electricity
  Surcharge(s):
  • Distribution
  Charges: 4.0410¢/kWh
  • Monthly
  Charges: $4.39
  Early
  Termination Fee: $150
  A Minimum
  Usage Fee of 0.00000 will apply if usage is less than or equal to 999 kWh in a
  billing period.
  Equipment
  Covered: $75 Gift Card
  $2 Coverage for 2 Air Conditioners, Heaters, and 1 Water Heater + HVAC
  Monitoring
  $0 2 Air Conditioner Units Protection Plan By Constellation Home
  
  

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company purposefully did not inform me of the $150 cancellation fee when I closed the account. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in Rochester Ny, Monroe county. I use a company called **** for my gas and electric. Last month I noticed on my **** bill a $70 charge for this company call “constellation new energy”upon my research I found out this is a “clean energy” comp out in Huston TX. I called my original energy comp to complain and ask why am I receiving this charges, they simply just said I was mailed a letter about it and that I must off opt in witch mind you I have never ever received a letter nor spoke to anyone about signing up with them. So they direct me to call Constillation for further assistance. When I called they claim my county has a contract with them and the agriculture program to provide newer cleaner energy and that all county residents must be under this company. I explained that this is illegal and I have not heard such thing to please cancel the services I never signed up for. I also requested them to please give me back the $70 they have been adding to my monthly bill since April 2024 and they refused to give me my money back. And they also canceled my account however they said it will not be effective till November bc an October bill was already running witch made no sense since I called in September. This people are just taking poor innocent people’s money. I can hardly afford my initial energy company how and why will I pay for a 3rd party company. I also went as far as asking around friends and relatives if they had also seen that company chagrin them on their bill and no one seem to know or yet be paying for this outrageous scam. So they lie when I called stating that the Monroe county implies/encourage everyone to use this clean energy efficient company as they advised.

  Business Response

  Date: 10/10/2024

  On January 8, 2024, the City of Rochester sent a letter
  advising of their participation in the Community Choice Aggregation, (CCA),
  program.
  The letter advises that service would become active on
  March 1, 2024, to November 30, 2025. The letter further advised that the
  participants could opt-out at any time without penalty or fee. The letter
  included an opt-out form and advised 3 ways to opt out. Constellation records confirm
  that the account became active on March 1, 2024, and is being billed the Energy
  rate of $0.09136 as stated in the letter sent to each residential customer.
  Constellation also confirm that Mr. ******** contacted
  us on 9/25/24 to dispute the enrollment and was assured that the program is not
  a scam. The representative attempted to review aggregation details and benefits,
  however, Mr. ******** declined rebuttals. Mr. ******** advised to cancel the
  account and requested a refund. The representative advised he was able to
  cancel the account but is unable to issue a refund as supply had been used.  The representative submitted a cancellation
  advising to allow 1-2 bill cycles to complete but we received a drop date from
  the utility that service is scheduled to cancel on October 22, 2024. No
  adjustment is warranted as the enrollment is valid and the account was billed
  per the agreement with the City of Rochester. Attached you will find a copy of the letter sent to the eligible community members.
  On 10/10/24, Constellation attempted to contact Mr. ********
  today to advise we received his complaint and that his service is scheduled to
  be removed from our platform on October 22, 2022. We were unable to speak to
  him as there was no answer, but we left a voice message advising why we called. 

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The letter does not look familiar to me at all. I never received it. And why I’m the only person in Rochester that was opt in. I consulted this with a few friends and family members and they never received a letter nor opt in or opt out, and never have they received charges on their **** bill as I did. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:08/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled service with CONSTELLATION ENERGY because we moved from Texas to Virginia. I was charged a cancellation fee of $150 for ending the contract although there is no fee for moving and requesting a full cancellation. Yet I was charged $150.
  
  I have called them 4 different times, 3 different days, 1 week apart for a call time total of over 4 hours: August 14, August 20 & August 27. Each time I have been assured by the representative that the $150 fee was billed in error and the $150 fee will be removed from my bill.
  
  When I check my on-line account a few days later-the $150 fee is still there. Each time I’ve called, the customer service representative says they cannot give me a confirmation or case number confirming that it will be removed. Nor can they send an email with a corrected bill. Nor does it reflect on my online account. But they assure me it’s been removed.
  
  On the last call 8/27, I asked to speak to a supervisor- took 30 minutes to reach that supervisor. Once I spoke to the Supervisor she confirmed that the $150 fee was charged in error, she said THEY REMOVED IT but can not send a confirmation email or confirmation number that the fee has been removed nor give me a call back number to reach them, but assures me this $150 order HAS BEEN placed to have it removed. She said she would personally call me back today, possibly tomorrow once my acct reflects the change. It’s 2 days later-8/29-the fee is still there and she never called. She told me her name was Marie and this is her employee # 981195
  
  I called back 1 more time on 8/27 to see if my earlier call with the supervisor had been documented on my acct & the agent said yes and that request had been submitted 3 times AND there ARE case numbers. He provided those case #’s to me. I was refused those #’s on all my previous calls. For the record here are those #s: 8/14 #********
  8/20 #******** 8/27 #********
  
  I want the $150 fee that was billed to me in error removed. This feels like extortion.

  Business Response

  Date: 08/29/2024

  Constellation attempted to reach the customer by phone, but
  there was no answer. Consequently, an email containing the Constellation
  account balance information was sent. On August 13, 2024, Constellation
  received a drop request from Oncor which resulted in an early termination fee.
  The customer contacted Constellation on August 14, 2024, to inform us of their
  relocation and dispute the early termination fee. Upon learning that the
  cancellation was due to relocation, Constellation waived the early termination
  fee. The system requires several weeks to reconcile the balance. The customer
  is not being penalized for the cancellation.
  
  The customer has reached out to Constellation on August 14,
  2024; August 20, 2024; August 27, 2024; August 28, 2024; and August 29, 2024.
  During each call, the customer was informed that the early termination fee had
  been waived and was advised to disregard the balance shown on the billing
  platform as the system needs time to update.

  Customer Answer

  Date: 08/29/2024

  They credited me the money after they received your email. I just received a letter at 5:18 this evening stating they were removing the charge. Thank you!!

  Customer Answer

  Date: 08/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 23 to Feb23
  After I call the company and told them that I did not want their services. The company was put on my bill. Without my authorization about the second bill I notice them on the bill it jump up 25$ more. So I call to see why they are on my bill and they said I never told them that I did not want their service. then they told me it would be 1-2months before they could cancel. So about 4 months of paying for a service that I did not want.

  Business Response

  Date: 08/06/2024

  Constellation’s records indicate Mr.
  *** was enrolled into a community choice government aggregation program. Constellation
  did send notice to Mr. *** in advance of enrolling his account. (See Attached
  Notice) The notice was mailed on July 10, 2023, and informed Mr. *** of the
  aggregation program and the steps to take if he did not wish to participate.

  Constellation's records do not match those of Mr. ****s with
  regards to him contacting us to opt-out of the program.  We do not have
  record of any communication requesting to opt out prior to enrollment. 
  Mr. ***’s electricity supply service switched to Constellation on September 29,
  2023. 

  On January 17, 2024, Mr. *** began to contact Constellation to
  dispute the enrollment of his account.  Constellation
  explained to Mr. *** that his account was validly enrolled pursuant to his
  community’s choice aggregation program. 
  At his request, Constellation sent a drop transaction to the utility to
  opt him out of the program; however, the utility rejected the drop transaction
  due to a pending marketer switch.  On January
  18, 2024, Constellation received and accepted a utility-initiated drop
  transaction with a service end date of January 29, 2024. Constellation no
  longer serves Mr. ***’s electricity supply as of that date.

  As a customer service gesture and to bring Mr. ***’s
  concerns to a satisfactory resolution, Constellation offered to re-rate his
  account back to the utility’s rate. As such, Mr. *** received a refund in the
  amount of $19.82.  Additional adjustments
  to the billed supply charges are not warranted at this time.  

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ***