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:02/23/2023

  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.

  My elderly parents live in Queenstown, MD. Constellation renewed their agreement with a 50% price increase in Dec 2022. Their previous rate was $0.099 per kWh and their rate was raised to $0.1489 per kWh. Constellation informed me that an email was sent in September 2022 advising them that their contract was expiring. No phone call attempt was made and no further outreach occurred. My parents have incurred hundreds of dollars in increased energy expenses over the last 3 months. Their power bill for the time period Dec 8, 2022 to Jan 9, 2023 was $955! They are both elderly and on a fixed income. Further, Constellation informed me their best current rate is $0.1139 per kWh while ******** ***** is currently charging $0.0899 per kWh. Lastly, I spoke with Constellation representatives on 3 occasions where call-backs were promised by not delivered.

  Business Response

  Date: 03/01/2023

  Constellation reviewed the ******’s account and concern. As
  noted, the previous fixed agreement was scheduled to expire November 2022. In
  accordance with Maryland market requirements and customer’s terms of service
  the attached renewal notification was issued dated 09/30/2022 disclosing
  options available upon expiration. As illustrated, the $0.1489/kWh new rate
  plan automatically took effect when their previous agreement expired
  11/28/2022. The new rate offered corresponds to current power market conditions
  and as has been widely reported there have been significant price increases in
  power and gas commodity markets over the past 12-months and the $0.1489 rate represents
  Constellation ‘s cost to service the ******’s electric supply for the current
  12-month period. Constellation contact records reflect Customer Care agents did
  speak with Ms. ********* 02/23/2023 and based on her concern
  agreed to re-rate and credit two previous invoice periods back to prior
  $0.0989kWh rate and a credit in the amount of $[409.70] has been processed and
  is pending invoicing. Additionally, if Mr. and Ms. ****** feel Constellation’s
  new supply agreement is not right for them, Constellation will waive any early
  termination fees and they are free to cancel service and drop back to default
  utility supply service with no penalty. Constellation regrets any confusion and
  appreciates the opportunity to respond. If additional documentation or information
  is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:02/21/2023

  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.

  Account #2820034266020
  
  On February 15, 2023, I received an email from Constellation stating that they were cancelling my electric supply contract. Since I did not cancel the contract, I contacted customer service and was informed that the electric company, **, had cancelled the contract because I applied for energy assistance for gas with **********. When I applied for energy assistance (gas bill), there was no disclosure nor notification that this would affect my electric supplier with **.
  
  I have tried to contact ** with no success. I have also cancelled the energy assistance and I am no longer going to receive energy assistance. To date, I have not received any credit with **********. With this cancellation, my rate with ** will triple my ** bill. That does not make sense and will cause more of a hardship.
  
  I notified Constellation immediately upon receiving the cancellation email and customer service was not able to assist me in keeping my current contract electric rate. Given the unusual circumstances in this case, I would appreciate it if Constellation can assist me in reinstating my contract.

  Business Response

  Date: 03/01/2023

  Constellation is aware of the issue in the CT ********************** [**] utility market and will be happy to reinstate these prior agreements if
  approved. Currently, Constellation is working quite a few reinstatement requests
  including Ms. *******. The utility /** controls the enroll/reinstatement process
  and must approve all supplier request. Constellation reached out to the utility
  02/23/2023 requesting reinstatement for Carol ******* * ********* ** Ansonia,
  CT 06401 and earlier today [03/01/2023: 11:03:28AM] Constellation received
  Reinstate-Accept transaction with retroactive effective date of 02/15/2023.
  Since customer drop date 02/15/2023 and effective date match there should be no
  gap in Ms. *******’s supply rate invoicing.
  Constellation appreciates the opportunity to reinstate this
  agreement and address the concern. If additional information is needed, please
  contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support

  Customer Answer

  Date: 03/02/2023

  
  
  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.  As long as the offer above is retroactive to the drop date, I accept the offer.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/15/2023

  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 started service with this company I think back in August of 2022 if I'm not mistaken. Somehow my neighbor tried to get service with the company and they ended up mixing apartment A up with apartment b which is my neighbor. Upon doing that it seems like my whole plan was changed without my consent. Then the company did not notify me. It was supposed to be 14 cent per kilowatt hour with a $35 bill credit. For some reason I don't see the $35 bill credit for the last 3 months. Customer service is no help. Also I was supposed to receive a $50 credit if I refer someone. I referred my friend and was told they don't see the promotion on my account if I refer someone. How is that when it's been advertised everywhere?
  
  So the company owes me $35 at least 4 times plus $50 for referring my friend. She's been a customer for 2 months now

  Business Response

  Date: 02/16/2023

  Constellation confirms Ms. ****’s account became active with
  Constellation on August 8, 2022 on a 36-Month Fixed Electricity Plan with an
  Average Price of 14.9 cents per kWh, based on 1,000 kWh and the Energy Rate of
  14.1 cents per kWh. The plan includes a Residential Usage Bill Credit of $35
  for usage of 1,000 to 1,999 kWh and an additional $15 bill credit for usage of
  2,000 kWh and more, in a billing period.

  Our research determined that on October 13, 2022 an online
  Move-in enrollment was submitted by a third-party broker, Texas Electricity
  Ratings LLC, under the name of **** ******** for the service address of 4609
  Sunflower Dr. Apt B Killeen, TX 76542, however, the incorrect esid of
  ***************** was selected. The error caused Ms. ****’s electricity to be
  switched to a different Retail Electric Provider, (REP), without her
  authorization. Constellation sent a cancelation email on October 14, 2022, (attached)
  to notify Ms. **** that her service had been canceled with us and she called
  the same day to report that she wanted to remain with Constellation. The
  account was returned to Constellation from date of lost, via an Inadvertent
  Loss MarkeTrak, (IAL MT), and the contract was reinstated. Constellation has
  billed the account (attached) based on the Electricity Facts Label,
  (EFL), of the plan Ms. **** agreed to and has verified that the bill credit has
  been applied to each qualifying invoice.

  Regarding Ms. ****’s friend that she said was referred to
  Constellation, we would like to suggest that Ms. **** contact us with her friend’s
  information so we may check the enrollment for the referral Id that is required
  during the enrollment process to generate the $50 refer-a-friend credit. 

  Customer Answer

  Date: 02/21/2023

  
  
  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:02/08/2023

  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.

  In mid December 2022, I signed up with Constellation Energy for electric service and received a confirmation rate via email of 13.79 cents/kwh. I then received another email an hour later quoting a rate of 15.99, which I did not agree to. I called Constellation Energy and spoke to a supervisor named Keisha who said they would honor the lower rate and pro-rate it back to the December start date (which would take 2 months to coordinate).
  
  It has now been 2 months and, as Keisha suggested, I called back today to confirm the new rate and ask how the pro-rate would appear on my bill. I spoke with Breonia who said she sees in the notes that the rate was approved but there is no note on pro-ration so I would have to wait 2 more months for the rate to take effect on my bill and the pro-ration to be applied.
  
  I waited the 2 months as initially indicated and now find out NOTHING was done to get me the rate or give me my pro-rated money back. That is unacceptable. I want my pro-rated money back now as Keisha promised I would have,

  Business Response

  Date: 02/14/2023

  Constellation reviewed the ***** ******** account and
  concern. Constellation contact records reflect on-going conversations with
  Customer Care regarding her concern. As noted, Constellation agrees to the rate
  plan change and re-rate credits back to December 2022 invoicing to be credited
  and refunded to Ms. ********. However, due to a significant enrollment issue in
  the ** ********** utility market that was not within Constellation’s control where
  all choice supplier enrollments were initially rejected due to ********** utility
  switch-holds activated on the customer account without customer authorization
  or consent. These November, December and January switch-hold rejections have created
  a substantial backlog of customer enrollment re-submissions and rate plan
  change requests that Constellation Operations group is working through as
  quickly as possible. Additionally, in the CT market there are mandated state regulatory
  required customer notification periods that contribute to the time required to
  process all customer rate plan changes. Constellation appreciates Ms. ********’s
  frustration and sincerely regrets the delay however, as noted Constellation commits
  to get the corrected rate plan effective as soon as possible and Ms. ******** will
  be credited and refunded for all periods back to initial enrollment invoiced at
  a higher rate compared to her $0.1379/kWh initial agreement rate.   
  Constellation again sincerely apologizes for any
  inconvenience and appreciates the opportunity to provide further information.
  If additional documentation or information is required or needed, please
  contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support   

  Customer Answer

  Date: 02/15/2023

  
  
  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:02/07/2023

  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 signed up with Constellation on 12/20/2022 to switch my electric supplier to Constellation from **********.
  The Compliance Dept. has not returned my call within 48 hours.
  Constellation will not or cannot correct the mistakes they made when they initially inputted my information.
  Therefore ********** keeps rejecting the request from Constellation because Constellation’s information is inaccurate.
  
  I have called Customer Service 17 times. I keep being false information as to the what’s being done.
  
  Today I was on a 4 hour call including being transferred to the Compliance Dept., then Constellation dropped the call.

  Business Response

  Date: 02/14/2023

  Constellation reviewed the ******* ****** enrollment
  concern. Constellation records reflect online enrollment received 12/20/2022,
  issued to utility 12/23/2022, utility rejected 12/28/2022 coded “***-Name
  specified does not match account” Based on rejection the attached 12/28/2022 rejection
  customer notification was issued. Constellation contact records reflect
  01/17/2023 inbound enrollment inquiry call – agent spoke with customer who provided
  updated Name Key information from old “****” to new “****”. Updated enroll information
  was escalated to enrollment support team. Transaction records further reflect corrected
  enrollment submitted 01/30/2023, utility accepted 02/07/2023 assigning pending effective
  supply service start date of 03/03/2023.  Additionally, due recent utility rate increases
  and a significant utility enrollment issue in the Connecticut ********** market,
  Constellation acknowledges corresponding significantly higher call volumes
  resulting in much longer wait times and for this we apologize. Constellation sincerely
  regrets the time and trouble encountered attempting to correct this enrollment
  concern and in response on 02/02/2023 Constellation issued courtesy twenty-five
  $25.00 gift card to Ms. ****an at  *******************  and again our sincere apologies!  
  Constellation appreciates the opportunity to confirm enrollment
  and provide further details. If additional documentation or information is
  required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support      
  

  Customer Answer

  Date: 02/16/2023

  Constellation incorrectly inputted at least 3 items when I applied to have my electricity supplier switch on 12/20/2022. 
  1.) name

  2.) key word

  3. address

  since I have been continually lied to and given misled by Constellation and Compliance never contacted me, which is illegal, I am not confident that the switch will happen on 3/3/2023, my next meter reading date, so I will keep this complaint open (or submit additional complaints) until after 3/3/2023 (my next metor reading date) if I have proof that the switch has gone through. At this point I do not believe anything Constellation tells me. I will not close the complaint until after the meter reading date. Also a gift card is unacceptable. I want a check or a credit for $100 since that is what I would have saved on my February invoice had been correct) i.e. if Constellation had inputted the information correctly (again, the call when I apply on 12/20/2022 was recorded). I do not trust anything Constellation tells my having called them 17 times and being lied to each time. 

  Business Response

  Date: 02/23/2023

  **Constellation Records Reflect the below response was previously submitted via this portal 02/14/2023**

  Constellation reviewed the ******* ****** enrollment
  concern. Constellation records reflect online enrollment received 12/20/2022,
  issued to utility 12/23/2022, utility rejected 12/28/2022 coded “A77-Name
  specified does not match account” Based on rejection the attached 12/28/2022 rejection
  customer notification was issued. Constellation contact records reflect
  01/17/2023 inbound enrollment inquiry call – agent spoke with customer who provided
  updated Name Key information from old “****” to new “****”. Updated enroll information
  was escalated to enrollment support team. Transaction records further reflect
  corrected enrollment submitted 01/30/2023, utility accepted 02/07/2023
  assigning pending effective supply service start date of 03/03/2023.  Additionally, due recent utility rate increases
  and a significant utility enrollment issue in the Connecticut ********** market,
  Constellation acknowledges corresponding significantly higher call volumes
  resulting in much longer wait times and for this was apologize. Constellation sincerely
  regrets the time and trouble encountered attempting to correct this enrollment
  concern and in response on 02/02/2023 Constellation issued courtesy twenty-five
  $25.00 gift card to Ms. ****an at  [email protected]  and again our sincere apologies!  
  Constellation appreciates the opportunity to confirm
  enrollment and provide further details. If additional documentation or
  information is required or needed, please contact Constellation directly at [email protected]
  Regards,
  Escalated Customer Support      
  

• Initial Complaint

  Date:02/06/2023

  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 have been trying to cancel my contract with Constellation for over a week. You can ONLY cancel on phone or chat. They put you on hold for hours and don't answer. They never respond in the chat other than saying someone will be with you after 45 minutes. I waited HOURS and no response. I talked to a friend who was having the same issue. Seems illegal to only let you cancel if you talk to them but you have no way to get ahold of them. It should NOT be this hard. If they can't answer the phone or chat they should let you cancel online.

  Business Response

  Date: 02/10/2023

   

  Currently,
  Constellation records confirm that Ms. ***********’s account was canceled as of
  February 8, 2023. Constellation sincerely apologizes for her inability to reach
  us as we are experiencing extended hold times due to the significant price
  increase in the marketplace which has significantly increased our hold times.
  
  Constellation
  would like to mention that our customers are able to contact us via phone at
  844-278-2503 and via email at [email protected] to discuss concerns regarding their accounts. Please see the attachment that
  includes our contact information that is provided on each renewal notice.
  
  Constellation
  appreciates the opportunity to address Ms. ***********’s concerns.

• Initial Complaint

  Date:02/03/2023

  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 canceled service with Constellation and I was told that there would be no penalty for ending my service. I was then charged $129 by Constellation. I have tried calling customer care but unable to reach them because of the long hold time. I would like the $129 refunded to me. My account number is **********

  Business Response

  Date: 02/06/2023

  Constellation reviewed the ****** account and concern.
  Constellation contact records reflect on 02/03/2023 -Inbound call- *** ****** [Wife]
  called because she was told when she enrolled with Constellation there was no
  fee to cancel. Care Agent advised in the Illinois market no early termination fee
  allowed and none was applied to ****** account. Ms. ****** questioned the invoiced
  received for $129.69 agent informed her this was for her natural gas usage for
  the final invoice period 12/20/2022 through her 01/21/2023 cancellation date. Customer
  asked if this was actual reading or estimate agent referred customer to utility
  / ***** for further assistance regarding questions with actual meter read
  information Ms. ****** understood and appreciated the information.  
  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]
  Regards,
  Escalated Customer Support  

• Initial Complaint

  Date:01/30/2023

  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.

  I moved to Texas and signed up for service with Constellation Energy to provide electricity to my apartment. I was under the impression that I was getting the most affordable and best option. After noticing that my bill was always the same high amount of $170.27 I contacted them. After speaking with one of their agents, I was informed that I was in a flat rate plan. The agent said that if I was in the best option plan then I would have been paying around $25 a month for service. So I am requesting that Constellation refund me the difference in payment from June until January for overpaying for electric service. Since my conversation with the agent, he moved me to the more affordable plan.

  Business Response

  Date: 02/06/2023

  Constellation reviewed the ***** ******* account and
  concern. Constellation records reflect 06/15/2022 online enrollment received, customer
  selected 12-month Tiered Plan with Average Price of $0.165/kWh based on 1000kWh,
  as required, Welcome documentation including the required Electricity Facts
  Label [EFL] information was issued illustrating and outlining selected plan rates
  and pricing. [cc attached] Constellation records further reflect on 01/11/2023 Mr.
  Johnson in response to his concerns was offered and accepted one-time courtesy rate
  plan change see confirmation and EFL also attached for new 12-month plan with fixed
  rate energy charge of $0.150/kWh.
  Constellation regrets and apologizes for any confusion
  regarding the initial plan selected however in response to request for refund,
  our review of billing records support the account has been invoiced consistent
  with the initial effective terms of service therefore no credit or refund for prior
  invoice periods is warranted.
  Again, apologies for any confusion and if additional
  documentation or information is required or needed, please contact Constellation
  directly at [email protected]
  Regards,
  Escalated Customer Support

• Initial Complaint

  Date:01/25/2023

  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.

  Constellation New Energy has an aggregate electricity program through Rochester Gas & Electric. If you don't opt out, your electricity bill will have an additional Constellation New Energy charge. I opted out and received a confirmation email from Constellation New Energy on October 4, 2022. My Rochester Gas & Electric Bill continued to show Constellation New Energy charges for the Billing statements in October 2022, November 2022, December 2022, and January 2023. I called Rochester Gas & Electric to question this, they told me that Constellation New Energy is responsible for contacting them to have the service removed. Rochester Gas & Electric informed me that they were notified on January 5, 2023 for termination of Constellation New Energy charges. This means that Constellation New Energy collected money from me for multiple months after I opted out of service and they verified with email that I had.

  Business Response

  Date: 02/06/2023

  Constellation confirms that Mr. Finnity did
  take the necessary steps to inform Constellation that he did not wish to
  participate in his community’s government aggregation program, as we do have record
  of his communication via opt-opt prior to enrollment.  However, the opt-out request was not
  processed and for this we apologize.  As
  such, Mr. Finnity’s electricity supply service switched to Constellation on January
  20, 2022.
  
  Upon becoming aware of Mr. Finnity’s
  account being enrolled in his community’s government aggregation program,
  Constellation immediately sent a drop transaction to the utility.  The drop transaction was accepted by the
  utility with a de-enrollment date of January 18, 2023. Constellation no longer serves Mr. Finnity’s
  electricity supply as of that date and an early termination fee (ETF) will not
  be billed in accordance with his agreement. 
  
  To bring this matter to a satisfactory
  resolution, Constellation has re-rated Mr. Finnity’s account back to the utility’s
  rate.  For the month’s Constellation
  found the utility’s rate to be lower than ours, Mr. Finnity will receive a
  refund for the difference.  Mr. Finnity is
  owed a refund in the amount of $69.69. 
  Constellation will send a refund check for that amount and Mr. Finnity
  can except to receive the check via standard mail within 4-6 weeks. 

   

   

  Customer Answer

  Date: 02/07/2023

   
  
  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,
  
  
  
  Shawn *******

• Initial Complaint

  Date:01/25/2023

  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.

  They fraudulently switched my energy company to themselves as the provider. I received a letter from my energy company stating that (I switched) This did not happen! They call and call and call and I told them I did not have time to go over my bills or accounts with them and was not interested. Also NO IDEA HOW THEY HAVE AN A+ RATING!????????????????????????????????????????

  Business Response

  Date: 02/02/2023

  Constellation’s records indicate Ms.
  ****** lives in an area where her community has an active government
  aggregation program. Constellation’s records also indicate Ms. ******’s
  enrollment
  was to be completed pursuant to her community’s
  government aggregation program. Constellation did send notice to Ms. ****** in
  advance of enrolling her account. (Sample Notice) 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 steps to inform Constellation that she did not wish to
  participate in her community’s government aggregation program, as we do not
  have any record of her communication via opt-opt prior to enrollment.  Ms. ******’s electricity supply service was
  scheduled to switch to Constellation on February 3, 2023.
  
  Therefore, although Ms. ****** is correct
  that she did not agree to becoming a Constellation customer, her account and
  electricity supply service were validly enrolled pursuant to her community’s
  government aggregation program. 
  
  Additionally, Constellation has no record
  of outbound calls being placed to Ms. ****** regarding her account.  
  
  Ms. ****** contacted Constellation on
  January 26, 2023, to dispute the enrollment of her account and to request cancellation.  Constellation advised Ms. ****** that her
  account was enrolled by way of her community’s government aggregation program.  Per her request, a drop transaction was sent
  to the utility and accepted with a service end date of January 27, 2023.  Ms. ******’s electricity supply service and
  account will not switch to Constellation and an early termination fee (ETF)
  will not be billed in accordance with her agreement.    
  
  Constellation appreciates the opportunity
  to address Ms. ******’s concerns.  

  Customer Answer

  Date: 02/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I do not like being automatically signed up for a program and then told that I HAVE TO OPT out.  I do not like the idea of the company or anyone for that matter having access to my personal utility bills/information.  Not sure how the state of Illinois is benefiting here but making deals with companies that force individuals to use a different energy provider is not only an invasion of privacy but most people, especially my 93 year old father have no idea what to do with all this!  I get it it is a set rate and IF??? Amerin rates go over that than you save money - But IF Amerian rates go below then you are paying more and or locked in at this company's rate.  It is basically a crap shoot.  I have voluntarily tried other energy providers and because the rate flutuates it pretty much avergages out.  Therefore these programs are a total waste of time and money!  I am sure that most just ignore the letter thinking it is a company trying to enlist or more importantly EARN YOUR BUSINESS.  Again, it will be interesting to find out if the state is getting anything in return for this so called deal for thier constituates.  .  
  
  
  
  Sincerely,
  
  
  
  ***** ******