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.

  1221 Lamar St Ste 750 Houston, TX 77010-3038

• 

  Constellation New Energy Inc.

  900A Lake St Ste 2 Ramsey, NJ 07446

• 

  Constellation New Energy Group, Inc.

  1300 Virginia Dr Ste 230 Ft Washington, PA 19034-3255

• 

  Constellation NewEnergy, Inc.

  Columbus, OH 43240-4058

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:01/26/2024

  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.

  On 12/26/23 I contacted Constellation customer service to renew my energy plan in order to avoid the variable rate. The customer service completed the renewal. On 01/23/24 my electricity bill came with the amount of $486, I was surprised with the high bill and contacted the customer service. I found out that my renewal wasn't activated by mistake and my account fall on variable rate which caused my high bill. They adjusted the bill down to $361 by applying the loyalty gift but didn't make the full adjustment. I'm a long time customer and I'm frustrated on how the customer handle this issue. They admitted their mistake but no accountability and I'm the one paying for their mistake. I'm very disappointed and will be moving to a different energy provider soon.

  Business Response

  Date: 01/30/2024

  Constellation’s
  records indicate that Mr. ********s plan was scheduled to end on December 19,
  2023, and a renewal notice was issued on November 7, 2023, as a reminder and to
  offer current plans available for renewal. 
  Our records also indicate that Mr. ******* did not complete a renewal on
  or before December 19, 2023, and as a result, his account continued on a month-to-month variable rate plan as provided in the renewal notice. Constellation confirms
  that Mr. ******* did complete a renewal on December 26, 2023. A 36-month plan
  with an Average Price of 13.9 cents per kWh based on 1,000 kWh was the plan of
  choice.  The plan did not take effect as
  of Mr. ********s next meter read cycle and for this apologized. To bring Mr.
  ********s concerns to a satisfactory resolution, a Loyalty Credit in the amount
  of $124.95 was applied to his account. 
  This credit stems from the difference between the month-to-month variable
  rate that was billed (Average Price -18.9 cents per kWh) and the rate Mr.
  ******* selected at the time of renewal (Average Price - 13.9 cents per kWh). The
  credit applied to Mr. ********s account reflects the full adjustment for the
  service period in question, December 20, 2023, to January 22, 2024, and no
  additional credits are warranted. Constellation apologizes for the inconvenience
  this matter has caused and appreciates the opportunity to address Mr. ********s
  concerns.

  Customer Answer

  Date: 01/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was still charged with full payment and no adjustment was made with my bill. The $124 adjustment was for the customer loyalty and not for the variable rate that was not activated when I renewed my service with a new rate. Your customer service made a mistake and I am the one who paid for it. Please make the variable rate adjustment and I know there's a way for you to do it. If not then I'll take the action to put this very bad experience with your customer service all over the Internet so that everyone will know how you treat a long time and loyal customer.
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:12/19/2023

  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 had a challenging experience with customer service today 12/19. I initially contacted customer service at 11:12, but then Tamara, the representative answered at 11:15 and claimed they couldn't hear me, hung up, and I had to call again. Upon contacting customer service again, now speaking with Eneko at 11:18, we discussed my account, but there was no explanation for an extra charge. Eneko couldn't assist with a credit adjustment, so I asked to escalate to a supervisor. After an 8-minute hold, I was told a supervisor would call back later; however, insisting on immediate assistance, I was put on a 6-minute hold and eventually hung up on. I'm dissatisfied and urgently seeking resolution for my account and a credit adjustment.

  Business Response

  Date: 12/21/2023

  After an internal audit,
  Constellation found that the AGL base charges were not billed on our customer’s
  October invoices.  To correct the error, the
  incorrect bills were cancelled and rebilled to include the missing October base
  charges and a notice regarding the error was sent to all impacted customers, including
  Ms. ********.

  While Constellation was
  unable to locate the call that Ms. ******** reports having been released after
  the Care Agent expressed that she could not hear her, our records confirm that she
  was successful in speaking with a Care Agent regarding her account concerns on
  the same day.  The agent did inform Ms.
  ******** of the AGL base charges that were not billed on her October invoice
  and that a notice explaining the matter was mailed to her. Ms. ******** was not
  in agreeance of the information being provided and requested a supervisor. A supervisor
  call back within 2 hours was offered to Ms. ********; however, she declined
  because she insisted on an immediate transfer, which was not available at the
  time.     

  A Constellation supervisor
  has since reached out Ms. ******** to again explain that the AGL base charges
  were not included on her October invoice and that the charges have since been billed
  to correct the error. The Constellation supervisor also found that a bill
  credit that was promised to Ms. ******** was not processed in August.  The bill credit in the amount of $40.00 has
  been applied to the account. Ms. ******** confirmed that her concerns have been
  brought to a satisfactory resolution. 

  Constellation apologizes
  for the difficulties Ms. ******** experienced when calling in to speak with us.  We appreciate the opportunity to address her
  concerns. 

• Initial Complaint

  Date:12/11/2023

  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 receiving my RGE bill i realized i had a random charge and it was this company. Apparently they attached themselves with out my knowledge to my bill to help keep it “stable” but it ended up just bringing my bill up extremely high. I was never informed that they were being added onto my RGE bill until I got the bill and saw it. I called RGE to resolve the issue And they told me I had to call the company themselves. I called the company several times there’s no one answering phones it goes straight to voicemail and they say they’ll call you back but they never call you back and RGE won’t help me because of this company taking everything over and charging me extra , I think it’s unacceptable to charge someone for energy that they don’t even provide and then when you call to cancel no one answers the phone and they say they’ll call you back but never call you back and you have to continually leave voicemails for them not to call you back. And the only way to have them removed is by getting a confirmation number from them to provide to RGE. This is 100% a scam that i did not sign up for! This is criminal.

  Business Response

  Date: 12/11/2023

  Constellation confirms receipt of BBB Complaint ID ******** regarding Ms. *******'s concerns. Constellation is glad to address Ms. *******'s account concerns; however, in order to do so, we will need to access the account in question. Please provide the Constellation account number or service address to allow us to provide a concise response to Ms. *******'s complaint. 

  Kindest Regards
  

  Business Response

  Date: 12/15/2023

  Constellation has reached out to Ms. ******* via email at ************@outlook.com and by phone at ************, to confirm either her service address or account number so that a concise response regarding her concerns can be forwarded to the BBB; however, we have been unsuccessful in our attempts to speak with her. 

  If Ms. ******* continues to dispute the enrollment and billing of her account; Constellation will need to access the account in question to address her concerns. Please have Ms. ******* provide either her service address or account number.

  Thank you,

  ****** 

• Initial Complaint

  Date:11/30/2023

  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.

  Disconnection for no reason, never explained the nature of the disconnection, lost 2 full fridges foo, booked a night hotel due to no electric, uploaded images to an email, file the complaint with several representatives, promises that were never resolved because no one ever try to call me back, when disconnection occurred one representative laughing about my problem, and no taking me serous. telling me that the fastest way to get service was to open a new account and i had to put a deposit,
  and am still waiting for a letter of final result and to reimburse me the hotel cost and food waisted..
  
  
  
  and now i had my business and personal accounts automatic payments were swap for two times, and this last time today, I log in into my portal and my business payment was swapped for my business and for the home, no method existed.

  Business Response

  Date: 12/06/2023

  Constellation reviewed the ****** ***** account and records
  reflect a drop/cancel transaction received from the utility, *********** ******
  on 08/02/2023 for the service address of **** ***** *** **** Houston, TX 77036,
  
  On 8/15/23, Mr. ***** contacted Constellation to see why
  they were without power. The representative advised that account #********* had
  been dropped/cancelled on 8/2/23. Mr. ***** stated he never requested to cancel
  service with Constellation, and the Care representative advised to quickest way
  to restore power would require a new enrollment which was processed the same
  day with a 24/48-hour completion requirement. Constellation records reflect the
  new service acct #********* became active on 8/16/23.   
  
  Additional investigation determined and verified with
  *********** ****** that the customer’s power was dropped and changed to a
  different Retail Electric Provider, (REP), on 08/02/2023, however, on
  08/15/2023 it appears the new REP identified wrong service address but failed
  to utilize the appropriate Inadvertent Gain MarkeTrak, (IAG MT) process, and
  instead submitted a move-out transaction to *********** ****** causing service
  disconnection.
  
  Ms. ***** contacted Constellation on 8/16/23 and mentioned
  reimbursement for lost groceries and was advised to send a copy of the receipts
  to Customer Care at **************@constellation.com , Constellation confirms that we received the receipts for groceries, however,
  our records do not reflect that a determination had been made at the time of
  this complaint.
  
  In response to this concern, Constellation offered to clear
  the remaining balance on the customer’s previous acct #********* in the amount
  of $107.07 and send a $150 gift card, Ms. ***** accepted this offer.
  Additionally, Constellation agrees to honor the customer’s prior agreement rate
  plan going forward and will apply invoice credits for current billing at a
  higher rate. Please allow 7-10 business days to reinstate the old rate and 1-2 billing
  cycle for the adjustment to appear on the invoice. Constellation did not
  reimburse for lost groceries as it was out of Constellation’s control when the
  other REP failed to utilize the IAG MT which caused the service disconnection.
  
  Mr. ******s also commented there were issues with his
  payments related to a business account and personal account. Constellation is
  unable to identify any posting issues however, if the customer has additional
  questions or information related to online payments, we encourage them to
  contact Customer Care toll-free 888-900-7052 for further assistance.
  
  Constellation appreciates the opportunity to address Mr.
  ******s concerns and if additional information is needed, please contact
  Constellation directly at [email protected].
  

• Initial Complaint

  Date:11/20/2023

  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 moved and company was notified of move out date July 22nd (shutoff August 1st). The company has continued to charge while not sending bills. I received a bill from a creditor instead. My new house does not even have gas. As you can see, the house is on the market. The debt belongs to **** ******* from ****** ********** ** ***.

  Business Response

  Date: 11/22/2023

  Constellation reviewed the account, for natural gas supply
  services at *** ******* ***** *** **** Canton, GA 30114, ******** **** listed
  as accountholder. Constellation contact records reflect no correspondence or
  contact from the customer requesting move-out or turn-off of service. With no
  recorded contact from customer, Constellation invoicing continued, with fulfillment
  records reflecting no returned mail or forward address notification received through
  disconnection of service for non-payment effective 09/18/2023. Constellation
  attaches copies of invoicing issued June, July, August, and Final September
  invoicing dated 09/19/2023. Constellation financial records reflect last
  customer payment received and posted in June 2023 for natural gas supply
  service period, 04/21/2023 through 05/22/2023. As noted, the service was
  disconnected for non-payment on 09/18/2023, also attached for customer’s
  records is copy of Natural Gas Service Disconnection Notice dated 08/22/2023
  requesting customer remit payment for past due amount by September 6, 2023. As
  illustrated on all Constellation invoicing, page 4 under “Moving” section; “You
  are required to notify us prior to your moving date, you may do so by phone or email,
  and you remain responsible for all charges and consumption until time of
  termination”.
  Constellation maintains these are valid gas supply charges
  provided to the residence. If Ms. **** has additional information or needs arrangements,
  Constellation encourages her to contact our Collections group toll-free at
  877-842-7339 for further assistance. If there are questions regarding our
  response or additional information is required or needed, please contact
  Constellation directly at [email protected] 

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  ***** ***** ******** had a company which handles all of its customers. That company calls and shuts off all services at the requested date. Documents can be provided to support this from both ***** ***** ******** and the company. They need to contact the current owner to cover the chargers. I will not pay someone else’s bills when services were disconnected and it’s greedy to expect a family to so.

  
  Sincerely,
  
  
  ******* 

• Initial Complaint

  Date:10/31/2023

  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.

  When I moved I called the company to have my gas turned on but they told me I would have to pay a deposit. I told them I didn’t want the service
  I got service with a company that I didn’t have to pay a deposit with
  Later on I received a bill from Constellation Newenergy and no one can tell me why. I believe they are trying to take advantage of me because I’m a elder

  Business Response

  Date: 11/03/2023

  Constellation’s review of Ms. ******** account and concern
  reveal Ms. ******** requested and successfully enrolled natural gas supply
  service with Constellation for service address ** ******* ****** **. Carrolton,
  GA 30116 with an effective start date of 09/01/2023. Ms. ******** selected a 24-month
  plan with fixed rate of $0.649/therm. Constellation issued the attached Welcome
  documentation including plan details and terms of service. Constellation transaction
  history reflects on 09/11/2023 Constellation received a DROP transaction from
  the utility with an effective cancellation date of 10/01/2023. Constellation
  supply service terminated 10/01/2023 and the invoice Ms. ******** references in
  her concern represents natural gas service for her residence for the period 09/01/2023 through
  cancellation date of 10/01/2023.
  If Ms. ******** needs additional documentation or has
  further questions or concerns; she is encouraged to contact our Customer Care
  Team toll-free at 877-677-4355.
  Regards
  Customer Advocacy Team

• Initial Complaint

  Date:10/30/2023

  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.

  As of March 2023 I started being billed by CCA-CONSTELLATION NEW ENERGY INC (MM) without consent. I never spoke to anyone regarding my electrical bill. This was a fraudulent enrollment. My bill has tripled over the last few months and I hadn't noticed the extra $20-$30 on my bill until i received a $377 electric bill. #********

  Business Response

  Date: 11/06/2023

  Constellation’s records reflect Ms. ***** lives in an area
  where her community has an active municipal aggregation program.
  Constellation’s records also reflect Ms. *****’s enrollment was to be completed
  pursuant to her community’s aggregation program. Constellation did send notice
  to Ms. ***** in advance of enrolling her account. (Sample Notice attached)
  The notice informed Ms. ***** of the aggregation program and the steps to take
  if she did not wish to participate.
  
  Our records indicate Ms. ***** did not take the necessary action to inform
  Constellation that she did not wish to participate in her community’s
  aggregation program, as we do not have any record of her communication via
  opt-opt prior to enrollment.  Ms. *****’s electric supply service switched
  to Constellation on March 01, 2023.
  
  On October 30, 2023, Constellation received inbound call requesting
  cancellation and refund. Agent explained she was enrolled via aggregation
  program and didn’t opt out. Agent explained supply charges versus utility
  delivery charges. Explained that no refund since charges represent supply she
  used. Agent processed cancellation as requested and informed one-to-two bill
  cycles and provided customer cancel confirmation # ********. Constellation
  transaction records indicate utility-ConEd accepted drop request and assigned November
  27, 2023, as pending effective cancellation date. Constellation will no longer
  serve Ms. M*****'s electric supply as of that date and an early termination fee
  (ETF) will not billed in accordance with program requirements. The program
  invoiced supply charges are valid, and no adjustments are warranted in this case. 
  Constellation appreciates the opportunity to address this
  concern and if additional documentation or information is required or needed,
  please contact Constellation directly at [email protected]

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This document appears to be a template. It does not reflect my name and address. I did not receive these letters/notification. I have also reached out to Westchester county officials who have no knowledge of this energy supplier program.   I have reached out to 22 tenants in this building who have confirmed they do not have an energy supplier and only receive energy from *** ******. In your response you reference Mrs. M***** which is not my name. 
  

  lastly in reviewing this document and the sustainable Westchester county website it reflects that it depends on municipalities- Yonkers is not one of the city municipalities listed. This company has only increased my electricity bill as opposed to helping save money on my electric bill. 
  

  You are automatically enrolling customers without having a conversation with the customer. You may be saying yiu sent a letter but I never received this letter. 

   

  I continue to request some type of reimbursement for a service i never agreed to purchase.

  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 11/07/2023

  Constellation reiterates our initial response and supporting
  documentation. Constellation provided copy of the customer notification that
  was issued and delivered via US Postal service in January 2023 to all eligible
  residents. The notification illustrates Yonkers participates in the Westchester
  Power Community Energy Program that is approved and regulated by the New York
  Public Service Commission. Constellation maintains this to be a valid City of
  Yonkers Municipal Aggregation enrollment and the electric supply charges were invoiced
  consistent with the program terms of service. These charges represent actual electric
  supply provided to ** ******** ****** **** ** Yonkers, NY 10705 by Constellation
  as the supplier of record for these periods. Constellation encourages Ms. *****
  to contact ********* her utility and Yonkers city officials for any further
  confirmation or additional assistance.  

• Initial Complaint

  Date:10/19/2023

  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.

  On July 20th, we signed on with Constellation for Natural Gas Services. At the time, we were in a contract with **** ******* *** that had an early termination fee of $200. When I spoke to a Constellation representative on the phone, they promised that if we switched to Constellation, we would be reimbursed our early termination fee that would be charged by Xoom in the form of a gift card. When we received the the Xoom bill including the $200 early termination charge, it was submitted to Constellation in order to receive the $200 reimbursement. However, upon submitting the invoice, I found that they only give a $150 gift card, which is $50 less than what we were promised. I emailed Constellation on September 7th informing them of the difference between what we were promised and the reimbursement we received. On Sep 8th, Constellation responded saying that they will only provide a $25 credit to our account but will not provide the remaining $25 to cover the promised amount of $200 early termination fee reimbursement. My response was as follows, "The $25 credit still does not fulfill the $200 promised reimbursement for breaking the contract with my previous gas provider. It is unethical to make this promise to a customer and then go back on what was said. I would not have ended my previous contract if I had known the fee would not be reimbursed in full." Constellation replied and still refused to cover what was promised. We would like the remaining amount owed by either account credit gift card and will then consider the issue resolved.

  Business Response

  Date: 10/25/2023

  Constellation is disappointed and very much regrets the
  problems encountered by the ***** attempting to get their termination fee reimbursement.
  This issue should have been appropriately handled with their first contact to our Customer Care Team back in September and again our apologies for the
  trouble. Constellation absolutely honors all commitments made to our
  customers so additional coaching and training has been implemented for the Care
  agents involved.
  Constellation has processed a seventy-five dollar $[75.00]
  courtesy bill credit to the ***** account that will appear on their next
  invoice. Constellation very much appreciates the ***** bringing this to our
  attention and if there are further questions or concerns, we ask that they
  contact Constellation directly at [email protected].

  Customer Answer

  Date: 10/26/2023

  
  
  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:10/16/2023

  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.

  I was approached by a sales rep for Constellation Energy last year. They showed me prices for electricity and gas that were lower than what I was paying, so I agreed to sign up for a 5-year term. When I asked about the early termination fees, they kind of brushed it off and basically said "you won't want to terminate early anyway, because these prices are so good." And then they told me that it would only cost $175 to terminate early.
  
  Well, I found better pricing for electric and gas, and when I contacted the rep to tell her that I wanted to switch (I gave her the chance to match the offer that I found), she told me that she was no longer with Constellation. So I contacted Constellation, and they said that it would cost over $20,000 to terminate my electric contract, and over $13,000 to terminate my gas contract. I told the sales rep, and she said that Constellation had lied to her about the early termination fees, and she had only told me what she was told.
  
  I feel that I was misled about early termination fees. I'm not sure if the sales rep is telling me the truth at this point. I don't know if Constellation told her that the fee would only be $175. But either way, I'm stuck in this contract for four more years, and I'm wasting thousands of dollars that I could be saving if I could get out of the contract. I feel that Constellation's business practices are shady and predatory.

  Business Response

  Date: 10/20/2023

  Constellation reviewed the ****** ******* ******* *** account
  and concern. Constellation contact records reflect Care agents corresponded and
  spoke with **** ****** several times on 10/12/2023 and 10/13/2023 discussing
  his agreement termination fee concern. On 10/16/2023 inbound call at 10:30am
  Care agent again spoke with **** ****** [Owner] and notes indicate reason for
  the call: “Customer would like to reinstate with Constellation. He cancelled
  our contract by mistake after mixing up his accounts”. Agent advised she would escalate
  to have contract put back in place. Explained if he gets ETF which is not
  currently showing applied on account it would be waived upon contract reinstatement.
  Currently, Constellation Care is working with Operations group to submit
  request to utility to reinstate under prior agreement.

  It appears Mr. ****** has
  resolved his concern if he still has questions or concerns regarding his
  Constellation agreement or service, we encourage him to contact Constellation
  Customer Care for further assistance. Constellation appreciates the opportunity to respond and if
  additional documentation or information is required or needed, please contact
  Constellation directly at [email protected]. 

  Regards
  Customer Advocacy Team 

• Initial Complaint

  Date:10/02/2023

  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.

  I have made numerous phone and email request for itemized statement for final bill and itemized statement for early contract termination fee showing both are paid in full. The only thing I have received is an email that states I have paid in full. The email does not show anything on what was paid in full or the amounts.

  Business Response

  Date: 10/06/2023

  Constellation reviewed the ***** **** account and concern.
  Constellation records reflect on 10/04/2023 staff member in Constellation’s Escalated
  Customer Support Group issued via email to ***************** documentation he had requested.
  Constellation regrets the confusion and inconvenience Mr.
  **** experienced and if he continues to need additional documentation or has
  any further questions or concerns, we ask that he contact Constellation
  directly at [email protected]

  Customer Answer

  Date: 10/09/2023

  
  
  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,
  
  
  
  ***** ****