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

  PO Box 105223 Atlanta, GA 30348-5223

• 

  Constellation Energy Services, Inc.

  20 N. Wacker Drive Suite 2100 Chicago, IL 60606-3002

• 

  Constellation NewEnergy, Inc.

  1001 Louisiana St Ste 2300 Houston, TX 77002-5089

  
• 

  Constellation New Energy Inc

  3201 W Calvert St South Bend, IN 46613-1010

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:09/28/2023

  Type:Product 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 received a credit for my gas supply from Constellation Energy.The credit was posted on 8-23-2023. (document attached) I have called Constellation 3 times, on Sept 22, Sept 26 and today on Sept 28. They keep telling me that they will send me an email within 10 days in order to refund the credit into my checking account. I find this ridiculous. The credit should have been sent to me in the mail by check as it was last year. This time, they are holding my money for a inordinate amount of time. Why is this happening and what company has the right to hold a refund for over 1 month??? I want this resolved immediately

  Business Response

  Date: 10/04/2023

  Constellation records reflect the customer refund was processed
  by our Payment Operations group on 09/27/2023. Email notification with access
  information was issued to [email protected] Constellation
  implemented an updated refund process allowing customer to receive their refund
  faster with options to receive funds directly into their bank accounts. It appears
  Mr. F******* experienced difficulty when verifying his information for transfer
  of funds to his bank account. Constellation contact records reflect several calls
  with Mr. F******* and Customer Care agents attempting to assist in allowing his
  access to transfer the refund funds into his account. Earlier today, 10/04/2023,
  records reflect agent was successful in resolving Mr. F******* access issue and
  he should expect the funds in his bank account with-in the next 1-3 business
  days.
  Constellation regrets the problems Mr. F******* encountered
  attempting to process his refund and appreciates the opportunity to further assist
  and resolve this concern. If additional documentation or information is
  required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support   

• Initial Complaint

  Date:08/18/2023

  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.

  On 7/2/2023, I received an exceptionally large electric bill. Upon investigation, my contract had lapsed resulting in a bill at the spot price. For 6 years, Constellation has notified me by email of pending contract lapse as well as managed to send me a bill to email monthly. This was NOT done. I called to renew and was told a letter had been mailed. This was not the established method of communication. I renewed my contract (angrily) on 7/5/2023 and wanted the new rate adjusted back to my previous bill. Was told that could not be done but a loyalty credit of $75 would be applied to my next bill. Received the next bill and there was on credit. Reached out to Constellation and spent over 20 mins getting nowhere with an agent. The amount of time that i have now had to waste is extraodinary. Further, I agreed to a plan that I would not have agreed to just to get off of the phone and stop wasting time on 7/5. So to be clear, Constellation has failed to uphold their commitments and wasted a ton of my time. I do not have time to be wasted dealing with this.

  Business Response

  Date: 08/22/2023

  Constellation records confirm that a renewal notice was
  sent to Ms. ****** via email to ***********@gmail.com and was mailed to Ms. ****** on April 19, 2023 to **** * **** **.
  Houston, TX 77008, advising that her contract would expire on May 30, 2023. The
  notices further advises that if she had not selected a new plan by her
  expiration date, state regulations require that we continue her service on our
  month-to month variable rate. The Electricity Facts Label and Terms of Service for
  the current month-to- month rate was attached to the notice. (Renewal notice
  attached) Constellation records also reflect that the contract rate of 12.7
  cents per kWh, was received on the account until June 1, 2023. On May 31, the
  account rolled to a variable rate as a renewal had not been completed. Ms.
  ****** renewed her account on July 5, 2022, on a 12-Month Fixed Electric Plan with
  the energy rate of 11.70 cents per kWh, based on 1,000 kWh. The plan includes a
  Residential Usage Bill Credit of up to $50 for the usage of at least 2,000 kWh,
  in a billing period. The plan also included a loyalty credit of $69.72. Ms.
  ****** stated in her complaint that the loyalty credit should be $75 so as a
  gesture of good-will, Constellation increased the loyalty credit to $75. (Invoice
  attached) The credit was added to the account on August 18, 2023, and was
  deducted from the current balance of $326.08. After the balance was reduced, a
  payment for the remaining amount owed of $251.08 which was due on August 21,
  2023, posted to the account on the due date, leaving a $0 (zero) balance.
  Constellation appreciates the opportunity to address
  Ms. ******’s concerns.

• Initial Complaint

  Date:08/16/2023

  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 closed my account in April 2023.
  
  On the last bill they double charged me. I called and was issued a credit for the double charge of 121.13.
  
  I never received the money. I have called twice asking for the money to be refunded. I ask for a manger to call me back. I never had a manger call me back.
  
  The final communication I received from them was the 6/5/2023 statement showing a credit of 121.13.

  Business Response

  Date: 08/17/2023

  Constellation confirms
  that Ms. ******* contacted us to report that she was billed for 2 (two) AGL
  charges of $121.13. The representative advised that a refund will be applied to
  the account which completed on June 5, 2023. The account had a balance of
  $102.69 that was deducted from the bill credit leaving a remaining credit of
  -$18.44. The refund of -$18.44 has been processed and will be mailed on August
  18, 2023 to the billing address of **** ************** **. Alpharetta, GA
  30022. Please allow 5-7 business days to receive. (Invoices attached)
  Constellation
  appreciates the opportunity to address Ms. *****’s concerns.

  Customer Answer

  Date: 08/17/2023

  I was never sent a bill for final change. The final bill I received was a credit balance.

• Initial Complaint

  Date:08/11/2023

  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.

  Hi,
  
  I am a victim of identity theft and have been informed that an account was fraudulently opened with your institution, Constellation Energy using my personal identifying information, including my social security number. I had no knowledge of this account nor did I authorize anyone to use my information for services with Constellation Energy.
  
  I have filed an official identity theft/fraudulent report, and am requesting an immediate investigation into this matter. I have completed a fraud affidavit issued by the Federal Trade Commission, which was sent in the mail to Constellation Energy on 06/22/2023. I sent a police report, copies of my identification cards, proof of residency, and a Limited Power of Attorney for ******** to speak on my behalf, who has been assisting me with this matter. I expect to be provided a disclosure letter outlining the results of this dispute at the completion of your investigation. I also expect the credit reporting agencies to be notified of any correction to the account associated with my personal identifying information.
  
  My ******** representative has attempted numerous times to obtain an update from Constellation Energy, but has so far been unsuccessful. I do not know what the 'customer number', phone number, email address, or mailing address is attached to the account, as it is NOT my account. The account is matching my name and social security number. I do not have any further information.
  
  I am requesting a call, email, and/or letter response, so we can resolve this matter in a timely manner. You can reach out to me or my ******** representative, who can be contacted at 1-************ ********* *****.

  Business Response

  Date: 08/15/2023

  Upon receipt of Ms. *****’s complaint, Constellation began
  to research our records, however, we are unable to determine the account that
  Ms. ***** states is fraudulently enrolled as we have no specific information to
  compare. Constellation will be happy to research further if Ms. ***** could provide
  the service address and state that was enrolled using her social security
  number via email to [email protected] for further review. We reached out to ******** for assistance, however, the
  representative is only able to provide information via fax. We need to receive the
  information via email as our fax is currently unavailable.
  Constellation appreciates the opportunity to address
  Ms. *****’s concerns.

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have the address that is associated with the account because it is fraudulent. I did not open the account so how would I be able to provide this information?
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:08/10/2023

  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.

  We've expended considerable time and effort attempting to resolve an urgent issue, yet progress remains elusive. The overdue $205 credit ($150 early cancellation credit + $55 price difference) from Constellation, pending since August 30, 2022, continues to go unresolved despite our persistent communication.
  
  Multiple escalation tickets, including #******** and #********, have been lodged, with little to no response. We've invested over three hours in phone calls, only to be met with lengthy hold times and unanswered calls, which falls short of acceptable customer service standards.
  
  We ensured a responsible account commencement date of September 27, based on our confirmation with Jennifer “Jenna” on August 18, 2022. Regrettably, Constellation initiated our account transfer a month earlier, resulting in a $55 rate increase compared to our previous *** account.
  
  Immediate action is imperative. We demand an update on the status of our overdue credit and a concrete timeline for resolution. To streamline communication and prevent misunderstandings, we advocate for email correspondence.
  
  This matter necessitates your priority and prompt attention. We expect Constellation to demonstrate the high level of customer service we initially believed in.

  Business Response

  Date: 08/15/2023

  Constellations records reflect that a bill credit of (-$205.00) was
  applied to the account on November 17, 2022, and cleared the past due balance
  of $101.61 for Inv #***********. The remaining bill credit of (-$103.39) was
  applied to next invoice #*********** that generated on December 7, 2023. The
  remaining balance of $54.33 not covered by the bill credit on invoice #***********
  was due on December 26, 2022. The payment posted the same day.
  Constellation records indicate that there has been no
  communication from Mr. ******* to us regarding his concerns which would have
  allowed our representative to advise that his bill credit had been applied to
  his account and was used toward 2 invoices.
  Constellation appreciates the opportunity to address Mr.
  *******’s concerns.

• Initial Complaint

  Date:08/01/2023

  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.

  My electric service provider was fraudulent changed from my chosen provider to Constellation Energy LLC in the name of someone named "******** *********" at my home address. Constellation changed the service with no verification or follow-up. I found the fraudulent change through a letter mailed to the unknown individual at my home address. When I contacted Constellation to find out what they had done they refused to assist when I advised them this was a fraudulent account. I have not changed my electric service provider in 5 years and they refused to investigate the fraud or provide any helpful information. Contact from a supervisor was requested which was never received. I need the information in order to properly submit a fraud claim through the TX Attorney General's office. I would like to mention the service representative, Andrea, was very kind and professional but unable to provide information.

  Business Response

  Date: 08/07/2023

  Constellations records confirm that on 7/17/23, a
  Move-in enrollment was completed via chat by a third-party vendor for the
  service address of **** ****** ***** **. Aledo, TX 76008, under the name of
  ******** *********. A 12-Month Fixed Electric Plan with an Average Price of
  11.9 cents per kWh, based on 1,000 kWh and a $50 gift card incentive. The
  service became active the same day. (Welcome Package attached)
  On July 31, 2023, Ms. ******** contacted Constellation
  to inquire why her service was switched to us under the name of ********
  *********. Ms. ******** further stated that she did not authorize the switch,
  nor does she know Mr. *********. The representative advised to contact her REP
  and request that her services be regained by them. On August 7, 2923,
  Constellation received an Inadvertent Loss MarkeTrak, (IAL) from ***** ******
  requesting to regain service for Ms. Franchee ******** and Constellation immediately
  agreed. (IAL MT details attached)
  Please allow a few days for the IAL to complete.
  Constellation appreciates the opportunity to address
  Ms. ********** concerns.

  Business Response

  Date: 08/09/2023

  Constellation is unsure why Ms. ******** is rejecting our
  response. She stated her service was switched away from her REP without her
  authorization under the name of ******** *********. Constellation received an Inadvertent
  Loss MarkeTrak, (IAL MT), from ***** ****** which we immediately accepted to
  allow the service to be regained, based on Ms. ********** BBB Complaint. The
  account was final billed on August 9, 2023 (attached) in the name of
  ******** ********* and is closed leaving a balance of $37.44 due to utility
  charges which we are waiving. Please allow 2-3 days for the bill credit to
  complete.
  If Ms. ******** is rejecting because she is requesting
  specific identity information about the account holder that enrolled her
  address in error, Constellation is unable to provide the information to her as
  she was advised when she contacted us, due to security reasons. We would like
  to suggest that Ms. ******** file a police report for identity theft and the records
  can be subpoenaed for their investigation.
  The IAL MT is complete, and Constellation considers
  this matter closed. We appreciate the opportunity to address Ms. *******’s
  concerns. 

• Initial Complaint

  Date:07/27/2023

  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.

  My bill for Gas usage (customer# *********-0) has a "Protection Plus" recurring charge of $19.95 for Air conditioning and furnace protection. These are unauthorized charges. I called customer service and they were unable to tell me who or how these charge were approved. I want full reimbursement on all these charges. In as much as the two units are still under warranty these charges are fraudulent.
  
  **** ***********

  Business Response

  Date: 08/04/2023

  Constellation reviewed the **** *********** account and
  concern. Constellation records reflect the customer initially enrolled
  04/01/2020 for two-year fixed rate agreement scheduled to expire 04/2022. Constellation
  received authorization for the new 24-month Fixed Natural Gas Plan + Protect
  Plus plan when the ***********’s renewed their Constellation service on 02/17/2022.
  Constellation attaches copy of the renewal confirmation and as illustrated the
  $19.95/mo. Home Service Rate was disclosed under the “Recap of Plan You
  Requested” section. In response to this concern, Constellation spoke with ****
  *********** on 07/27/2023 and granted a courtesy rate plan change eliminating
  the Protect Plus Home Services charge. Please also find attached new rate plan
  confirmation along with related terms and conditions.
  Constellation regrets the confusion and concern this issue
  may have caused and appreciates the opportunity to address the concern.
  If additional documentation or information is required or needed,
  please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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.

  In Sept 2022, I was deceived by a constellation rep that signed me up for a plan on the phone and told me the plan included AC repair coverage.
  
  8 months later my AC stops working and I'm told by constellation on 5/9 that I don't have a plan that covers AC repair. I called multiple times to speak with a supervisor to review the call that I signed up for the plan. FOR MORE THAN THREE WEEKS they have not done anything. I'm always told a supervisor will call me, but they don't. My AC is still not working.
  
  I would like a full investigation into this issue. Their reps are misleading people. In a more recent call, a rep told me he could switch me to a plan that has AC repair coverage. He said it would be a bit higher than my current plan. I asked him to send me the EFL for the new plan and he sent me the EFL for my existing plan , which had lower rates. He thought I wouldn't notice. More misleading behavior!

  Business Response

  Date: 06/09/2023

  Constellation records and enrollment call confirms
  that Mr. ****** contacted our Third-Party enrollment Team to complete a
  Transfer of Service from his current address of ***** **** *** ***** Houston,
  TX 77095 with a move-out date of September 27, 2022, to the new service address
  of *** ******* *** Houston, TX 77088 with a move-in date of September 24, 2022.
  The representative offered a 36-Month Electric Plan with an Average Price of
  16.9 cents per kWh, based on 1,000 kWh and 20.9 cents per kWh based on 500
  cents per kWh as Mr. ****** stated he bases his contracts on the 500-kWh
  Average Price. This plan included A/C Protection, however, Mr. ****** declined
  the plan stating that the average price was a lot, and he is very energy efficient
  and only uses 300-500 kWh in a billing period. Mr. ****** further advised that his
  home warranty plan would protect his a/c so he does not need to upgrade his
  protection at this time.
  Mr. ****** asked if the representative would email a
  copy of the Electricity Facts Label, (EFL) of the plan being discussed, but the
  representative advised that he was unable to send a copy of the EFL unless he
  signed up on the plan, after which a copy of the contract would be sent to him
  via email. Mr. ***** elected to enroll his new address on the 36 Months
  Electric Plan with an Average Price of 15.3 cents per kWh, based on 1,000 kWh.
  The representative also advised that the Average price for 500 kWh is the rate
  of 15.7. Mr. ****** accepted and as advised the email confirmation, (pdf copy of email attached), was sent to
  Mr. ****** on September 21, 2022, which included a link to the contract, EFL
  and Your Rights as A Customer, (YRAC) that Mr. ****** agreed to. (Copy of Welcome Package attached) No adjustment is
  warranted.
  Constellation records also confirm that Mr. ***** was offered
  a new a/c plan for 36 Months Electric Plan with a/c protection, HVAC Montoring for 2 units, and Mr. Jacobs  requested to have
  the EFL for the new plan emailed to him but as mentioned before, Constellation
  is unable to send a copy of an EFL for a plan that Mr. ****** has not signed up
  for. Once he enrolls in the plan, a link to the contract, EFL and YRAC will be sent to him
  via his email address of ****************@gmail.com; Therefore Mr. ****** was emailed a copy of his existing EFL as it’s the plan
  he agreed to. On May 30, 2023, our records indicate that a representative
  offered to arrange for Mr. ****** to listen to the call of his Transfer of
  Service. On Monday, June 12, 2023, it has been scheduled for a representative
  to contact Mr. ****** at the phone number on his account, ************, so that
  he may listen to the call, as he requested.
  Constellation appreciates the opportunity to address
  Mr. ****** concerns.

  Customer Answer

  Date: 06/12/2023

  
  
  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:05/17/2023

  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.

  I live in NYS and use ********* *** *** ******** (****) for my energy supplier. Constellation decided to enroll me in a program to have them deliver electricity to me for twice as much money. When I showed up on my bill I called to find out what the cha*** was. After being bounced around by several people I spoke with someone who agreed to remove me from the program. I asked her to ensure that my bill would be re-worked so that I can paying **** and not them - the women did not answer my question. I explained that I did not agree to be enrolled in their program and I would be paying them. She then asked if I had any other questions.
  
  She was unwilling to correct my bill so that I am not paying a higher price to a carrier I did not consent to work with. She at least said they took me out of the program but indicated it would take 2 months for that to go through but she refused to even acknowledge my request to have my bill re-worked.
  
  Since I did not agree to pay double for electric - I would like them to ensure my billing will be through **** and at the **** rate and I want them to understand I will not be paying anything to them as their program is too much money and their enrollment techniques are underhanded and seem fraudulent.

  Business Response

  Date: 05/23/2023

  Constellation confirms
  that Rochester City entered a Government Aggregation Program on behalf of their
  residents for an 18-Month Residential Electricity Plan with an energy rate of
  5.80 cents per kWh. (Copy of Agreement attached) The program became active in
  March 2022, to August 2023. On May 17, 2023, Mr. ****** contacted Constellation
  upset that his electric service had been switched to us. The representative
  advised of the Government Aggregation Program that went into effect on March 1,
  2022, however, Mr. ****** stated he never agreed to sign up with Constellation
  and wanted his account cancelled. The representative advised that a
  cancellation request would be submitted and to allow 1-2 invoices to complete. On
  May 18, 2023, Constellation sent a request to the utility, Rochester Gas and
  Electric, (****) to cancel Mr. ******’s service.
  Constellation records
  confirm that an opt-out form was never received from Mr. ****** and as a result
  his power was switched to Constellation. The account has been billed per the
  agreed upon rate and no adjustments are warranted. Constellation received a response
  from the **** that the account is scheduled to cancel on June 13, 2023.
  Constellation appreciates
  the opportunity to address Mr. ******’s concerns.

  Business Response

  Date: 06/01/2023

  As a gesture of goodwill, Constellation looked into refunding the difference of what Mr. ****** was billed for Electric at 5.80 cents per kWh versus the published rate for ***, however, the rates for *** is higher than Constellation’s rate . At the time of this response, the account balance is $40 for May’s supply invoicing. The account won’t be final billed until after June 13, 2023 and unless ***’s rate is lower for June 1-13, we wouldn’t be able to adjust the cha***s. If ***’s rate is lower and all payments are posted, we will refund the difference for June 1-13. 
  As mentioned above Constellation’s rate is 5.80 cents per kWh, however, the following 2023 published rates for *** is as follows: March is 6.89 cents per kWh; April is 6.37 cents per kWh; May is 6.37 cents per kWh. 
  Thank you,
  
  

  Customer Answer

  Date: 06/01/2023

  
  
  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. I do not understand how I was charged $29/month prior to the billing for Constellation and $40 by Constellation but if they are billing me less than *** and my bill is just wrong - I will accept their offer to adjust my bill.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/08/2023

  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 sent in my payment to Constellation via ******* which is the electronic checking service my bank uses. I accidentally over paid by over $1300!! Constellation keeps promising to refund the overage amount but it has been almost a month and they still have not refunded the overage. A representative from my bank called them with me on Tuesday May 2, 2023. Constellation said the funds would be in my bank with in 3 business days. The money was not refunded to me. Constellation just keeps saying they will refund it but they don’t.

  Business Response

  Date: 05/12/2023

  Constellation records confirm that we received a payment of $1,462.11 on 4.17.2023 for an invoice generated in the amount of $146.11 with a bill due date of 4.18.23. Ms. **** contacted us on 4.19.23 to advise that she overpaid her account and wanted a refund of the difference which was $1,323.03. Our records indicate the representative submitted a refund request advising it could take up to 4 weeks to receive the refund. On May 2, 2023, a new bill generated for $187.83 which was deducted from the refund as it was still being processed. On 5.8.23, a refund link for the difference of $1,135.65 was sent to Ms. **** via her email at ******************** to choose how she wanted the funds to be deposited. Ms. **** became upset that her May invoice had been deducted so the representative requested the amount of the May invoice to also be refunded as well. A second link was sent to Ms. ****’s email address of **********1********** on 5.10.23 with the remaining $187.83. 
  Constellation appreciates the opportunity to address Ms. ****** ****’s concerns.