Complaints

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• 

  Consumers Energy

  530 W Willow St Lansing, MI 48906-4874

  
• 

  Consumers Energy

  4000 Clay Ave SW Grand Rapids, MI 49548-3017

  
• 

  Consumers Energy

  PO Box 369 Royal Oak, MI 48068-0369

  
• 

  Consumers Energy

  2400 Weiss St Saginaw, MI 48602-3858

  
• 

  Consumers Energy

  666 W. Willow St. Lansing, MI 42069

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:10/17/2023

  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.

  Consumers energy recently changed how their auto pay works and are adding a charge for using credit cards for payment. I updated the info to pull from my bank account, but there seems to be an issue on their end. I called to get this cleared up, and to ensure they have my correct account info, since their online tools won't let me do so. After waiting in line to talk to an adviser, they forwarded me onto an account specialists, both times as they transferred the call, they hung up on me. I spent an hour of time just waiting in line to talk to someone. I need them to call me to clear this up and so that I can pay my bill.

  

  Business Response

  Date: 10/24/2023

  10/17/2023 14:52:00 EST (RGESCUTI)
  Customer Information:
  *************************************
  Account number: 7929
  ***************************************************************************************************
  Dates of Service: 10/26/18 to current
  Email Address: ***********************
  Information will be sent to this email address: ***********************
  Information will be sent via SMS to: **************
  The following email and text sms was sent via riverstar:
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Eastern Better Business Bureau, notification number
  1068796584. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @************ or
  ********************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  10/18/2023 15:32:54 EST (RGESCUTI)
  10/18/23 3:33 PM
  I message ******************************* in regard to **************************** account. I asked
  her if she can remove the ******************* and the nsf's fee. *******************************
  did remove the nsf fees and the *******************.
  I called phone number ************ and left a message for ************************
  letting him know I was following up with his concern and left my direct
  phone number. I indicated the block has been removed and he is all set to
  set up his banking information. I indicated I will call back tomorrow and
  left my direct phone number.
  10/19/2023 12:01:01 EST (RGESCUTI)
  10/19/23 12:01 PM
  I called phone number ************ and left a message for ************************
  indicating he is all set to set up auto pay. I left my direct phone
  number.
  10/23/2023 12:53:09 EST (RGESCUTI)
  Relevant Account Information:
  Current Balance: $13.45- (credit) due 11/08/23
  09/11/2023 - Email sent stating Auto-pay removed: As requested, your
  Auto-pay enrollment ***** ******************************************** ** 48038***** has
  been removed. his change will go into effect immediately.
  09/29/23- Email sent customer is enrolled in Auto-pay: Your **********************
  ********************** account for *************************************************************************************************** is now
  enrolled in our Auto-pay program.
  10/09/23- ***ment of $23.22 was submitted
  10/11/23- ***ment of $23.22 was returned for no account/unable to locate.
  10/12/23- ***ment of $23.22 was submitted
  10/16/23 - ***ment of $23.22 was returned for no account/unable to locate.
  10/16/23- ****************** charged $15.00
  10/16/23- Late payment charged $0.45
  6 Month ***ment History:
  05/10/23 $103.64
  06/08/23 $44.19
  07/11/23 $29.41
  08/09/23 $18.61
  09/07/23 $17.06
  10/09/23 $23.22 (nsf)
  10/12/23 $23.22 (nsf)
  10/18/23 $42.32
  10/18/23 $23.22
  10/23/23 12:50 PM
  I have been unable to reach ************************ by telephone. I sent the
  following email to **********************:
  Dear ************************,
  I am writing in response to an inquiry you placed with the ********************************* regarding our updated credit card payment policy. Because
  our customers are important to us, we've taken your concerns seriously and
  have reviewed your account. ********************** understands this policy ***
  be a big change for you, however lowering costs for our customers is a top
  priority. Card processing fees have steadily increased, raising rates for
  all customers - even those who don't pay via card.
  On September 11, 2023, an email was sent to you to advise you that you
  have been de-enrolled from credit card autopay. On September 29, 2023, you
  updated your financial information online with Consumers Energy. On
  October 9, 2023, the payment of $23.22 was submitted and returned on
  October 11, for no account/unable to locate. On October 12, 2023, the
  payment of $23.22 was submitted and returned on October 16, for no
  account/unable to locate. When the payments were returned, you were
  charged a $15.00 non-sufficient fund charge for each payment, a total of
  $30.00. At that time a block was placed on the account preventing you from
  enrolling in autopay.
  When you spoke with our **************** Representative on October 17, the
  call was disconnected prior to any request for the block to be removed.
  I'm sorry for the frustration this caused you. I have requested the
  non-sufficient funds fees be waived and the block has now been removed.
  You can now access your account online and set up autopay through your
  checking account.
  ********************** and ** employees do not have access to your financial
  information. We work with a secure, PCI (***ment Card Industry) compliant,
  third party (***mentus) to process payments and store sensitive financial
  information. Automatic Bill *** can also be set up with your financial
  institution.
  If you'd like to remain on automatic payments, we can continue to provide
  that service using an ACH payment at no charge. Additionally, you'll never
  have to update your payment information due to an expired card. You can
  update your payment method by logging into your account via the ** app or
  www.consumersenergy.com. From there, select 'Billing Options,' where
  you'll be able to view and update your autopay information. If you'd like
  to continue to pay with a credit card, setting up payment alerts via your
  online Recount is a great way to ensure you're informed of when a bill is
  due and will allow you to make a one-time payment with a credit card when
  you receive that alert/notification.
  I regret I have been unable to connect with you over the phone, and it is
  my hope that this email has addressed your concerns. If you have any
  additional questions, please feel free to reply to my email. I would be
  happy to further assist you.
  Respectfully,
  ***************************
  Customer Care Advocate
  Office: ************
  Email: *********************************************************
  *Correction**
  My apologizes, you were charged one fee of $15.00 for non-sufficient funds
  and a late payment charge of $0.45 which have been waived.
  10/23/2023 12:55:55 EST (RGESCUTI)
  *Address auto pay - change
  see above
  *address waiting on hold and then hung up after issue on ** end
  see above
  *Address speaking with customer and making sure he is set up to have
  monies pulled from his bank account
  I was unable to reach the customer by telephone I emailed the customer he
  is all set to set up auto-pay if he chooses that payment method
  Customer Inquiry Closed 10/23/23
  
  

  Customer Answer

  Date: 10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************************

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair 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.

  *une 2023 I received a bill that was triple my average bill and consumers had just replaced my meter. I've been calling them weekly to get resolution to this, it's now October!A sample of how this is going: 10/5 finally get through to "the correct part of the billing ****** Rep * tells me there has to be some mistake, but the **** that handles it is already gone at 4pm. I need to "call back tomorrow and ask for the billing hotline". 10/6 I start attempting to speak to a representative. First representative M tells me his supervisor ******** will call me back within the hour. 2 hours later I'm calling again. Spoke with ******* who disconnected the call when I asked for a supervisor. Called back spoke with *******, who transferred me to her supervisor ***** because she couldn't address the problem. ***** offers to reduce my bill by half, I counter with it was tripled and I'd like to speak to her supervisor to file a formal complaint/investigation. She states she will transfer me to *******(sp?) and I'm hung up on again. This is just a sample of the runaround I've been dealing with weekly since *UNE!!! No one returns these dropped calls, numerous promises of callbacks from numerous unavailable supervisors and not a single person from Consumers has ever called me. For reference, the time I spent on the phone on hold, being transferred, starting over, just on 10/7 was 5hours.

  

  Business Response

  Date: 10/13/2023

  10/10/2023 16:37:41 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *************************
  Accoun* number: 6566
  *******************************************************-1317
  Da*es of service: 07/08/2015 *o presen*
  Email: ********************
  INITIAL CUSTOMER CONTACT:
  10/10/23 - THE FOLLOWING EMAIL ********************** AND SMS TEXT MESSAGE
  (**************) WAS SENT TO THE CUSTOMER:
  "Thank you for reaching ou* wi*h your concerns. We have received your
  complain* filed wi*h *he Better Business Bureau , no*ifica*ion number
  1068738288. I assure you Consumers Energy *akes all cus*omer complain*s
  seriously.
  Our Complain*s Advoca*e ********************* will be in *ouch wi*h you soon *o
  discuss your concerns and ga*her any addi*ional informa*ion *ha* *** be
  needed.
  We apprecia*e your pa*ience and unders*anding during *his process. Please
  feel free *o reach ou* *o ********************* @ ************** or
  *************************************************** if you have any fur*her ques*ions or concerns.
  Our *eam is dedica*ed *o resolving your issues as soon as possible."
  10/12/2023 14:25:22 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Curren* balance: $378.78 ($148.61 pas* due and $230.17 due on 10/31/23)
  12-MONTH METER READING HISTORY:
  Me*er: Da*e: Type: Read:
  61238480 10/01/2023 ac*ual 4,716
  61238480 08/30/2023 ac*ual 3,561
  61238480 08/01/2023 ac*ual 2,433
  61238480 07/02/2023 ac*ual 1,392
  61238480 06/01/2023 ac*ual 327
  61238480 05/24/2023 ac*ual 0
  ******** 05/23/2023 ac*ual 23,893
  ******** 05/02/2023 es*ima*e 20,725
  ******** 03/31/2023 es*ima*e 19,609
  ******** 03/02/2023 read error 18,608
  ******** 01/31/2023 es*ima*e 17,469
  ******** 01/01/2023 ac*ual 16,270
  ******** 12/01/2022 ac*ual 15,237
  ******** 10/30/2022 ac*ual 14,322
  Me*er ******** was a 3G me*er affec*ed by *he loss of *he 3G ne*work in
  January 2023, and as a resul* i* was unable *o send in remo*e me*er reads.
  - The reads were es*ima*ed on January 31, March 31, and May 2
  based on *he same use per day from *he same mon*h las* year (2022)
  36 ************** Usage:
  10/02/2020 11/01/2020 1,124
  11/02/2020 12/02/2020 1,284
  12/03/2020 01/04/2021 1,466
  01/05/2021 02/01/2021 1,210
  02/02/2021 03/02/2021 1,233
  03/03/2021 03/31/2021 1,099
  04/01/2021 05/02/2021 1,272
  05/03/2021 06/01/2021 1,041
  06/02/2021 06/30/2021 1,344
  07/01/2021 08/01/2021 1,498
  08/02/2021 08/30/2021 1,591
  08/31/2021 09/29/2021 1,233
  09/30/2021 10/30/2021 1,141
  10/31/2021 12/01/2021 1,229
  12/02/2021 01/02/2022 1,292
  01/03/2022 01/30/2022 1,121
  01/31/2022 03/01/2022 1,142
  03/02/2022 03/30/2022 *****
  03/31/2022 05/01/2022 *****
  05/02/2022 05/31/2022 1,054
  06/01/2022 06/29/2022 1,215
  06/30/2022 07/31/2022 1,663
  08/01/2022 08/29/2022 1,163
  08/30/2022 09/28/2022 981
  09/29/2022 10/30/2022 882
  10/31/2022 12/01/2022 915
  12/02/2022 01/01/2023 1,033
  01/02/2023 01/31/2023 ***** - es*ima*e
  02/01/2023 03/02/2023 ***** - es*ima*e
  03/03/2023 03/31/2023 ***** - es*ima*e
  04/01/2023 05/02/2023 ***** - es*ima*e
  05/03/2023 06/01/2023 3,495
  06/02/2023 07/02/2023 1,065
  07/03/2023 08/01/2023 1,041
  08/02/2023 08/30/2023 1,128
  08/31/2023 10/01/2023 1,155
  12 Mon*h Paymen* His*ory:
  Da*e Amoun*
  10/14/22 $186.82
  11/14/22 $161.75
  12/16/22 $166.87
  01/13/23 $209.76
  02/21/23 $239.35
  04/25/23 $207.88
  05/05/23 $184.55
  05/22/23 $200.79
  07/03/23 $200.00
  07/13/23 $200.00
  08/07/23 $200.00
  08/21/23 $200.00
  09/19/23 $300.00
  10/12/2023 14:52:18 EST (RNSTAGG)
  CUSTOMER CONTACT SUMMARY:
  10/10/************* EST (DJLOUCKS)
  1:17 pm - THE CUSTOMER SPOKE WITH *************************** IN CUSTOMER CARE ON AN
  INFORMAL COMPLAINT OF THE SAME NATURE. SHE NOTES:
  "**************** called and lef* me a voicemail which I re*urned, and we spoke
  of *heir concerns. I le* her know I had reviewed *heir accoun* and wen*
  over *he 3G me*er issues. We *alked abou* *he es*ima*ed reads and *he
  cause and *hen when *he me*er was exchanged, we go* an ac*ual read.
  I le* **************** know *ha* *heir es*ima*ed reads were based on *he
  previous year and looked good *o me and she agreed as no*hing had changed
  in *he home. I le* her know *ha* I fel* *he read *ha* was *aken a* *he
  *ime of *he exchange looks off. I *old her even if our es*ima*es had been
  a li**le low *ha* read shouldn'* have been *ha* high and she said *ha* is
  wha* she has been *elling cus*omer service since ****.
  As a resolu*ion I offered *o credi* *he accoun* *he difference in usage
  for *ha* **** billing cycle compared *o *he previous year. The difference
  is approxima*ely ***** kwh X $0.17 = $414.97. **************** fel* *ha* was
  fair and accep*ed my offer *o have *ha* amoun* credi*ed *o *he accoun*.
  **************** *hen *alked abou* her experience wi*h our cus*omer service and
  how poorly she fel* she had been *rea*ed. She *old me *ha* she had been
  promised call backs *ha* she never go* and was hung up on more *han once.
  I *old her I would le* our cus*omer service manage know *o ***be use *his
  as a coaching oppor*uni*y wi*h *hose CSRs. She *hanked me and we ended
  *he call."
  -------------------
  10/12/23 - 2:54 pm - I lef* a voicemail message for Mr. and ***************** a*
  phone number ************ - le**ing *hem know *ha* I am calling *o follow
  up on *heir inquiry placed *hrough *he Eas*ern Better Business Bureau
  (BBB). I unders*and *ha* *hey have already spoken wi*h ******* in our
  cus*omer care depar*men*, and I was looking *o ensure *heir concerns had
  been addressed. I will also be sending a follow up email wi*h my con*ac*
  informa*ion, and *hey can ei*her call me back or reply *o my email.
  10/12/23 - 3:25 pm - *he following email was sen* *o *he cus*omer a*
  ******************************:
  "Good af*ernoon Mr. and *****************,
  Thank you for your inquiry placed *hrough *he Eas*ern Be**er Business
  Bureau (BBB) regarding *he accoun* a* ********************************************** This
  email is *o follow up on your recen* concerns around *he billing and
  communica*ion from our **************** depar*men*.
  I was able *o look in*o your concerns and can see *ha* you spoke wi*h
  ******* in our ******************* on Oc*ober 10. ******* was able *o
  verify *ha* *he accoun* was affec*ed by *he loss of *he 3G ne*work af*er
  January, and as a resul*, four of *he bills *his year were es*ima*ed.
  Es*ima*es were calcula*ed based on *he use per day from 2022, and when *he
  me*er was exchanged, i* caused a #ca*ch up# bill.
  ******* was able *o calcula*e *he difference be*ween *he ca*ch up bill and
  *he **** bill from las* year, and offered a credi* of $414.97 *o be placed
  on your accoun*. She also followed up wi*h *he managemen* *eam in our
  **************** depar*men* so a coaching review could be conduc*ed in
  response *o your experience wi*h our **************** represen*a*ives.
  I* is my hope *ha* your concerns have been addressed. Please know *ha*
  your new me*er is communica*ing *he ac*ual reads remo*ely each mon*h. If
  you have any addi*ional ques*ions, please feel free *o reply *o my email.
  I would be happy *o assis* you fur*her.
  Bes* wishes *o you.
  Sincerely,
  *********************
  (*hey/*hem)
  Cus*omer Care Advoca*e
  **********************
  **************
  ***************************************************"
  SUMMARY OF RESOLUTION:
  - (*Hi Bill - consump*ion comparison his*ory) A his*ory of *he las* 36
  mon*hs of elec*ric use is shown above. The cus*omer had es*ima*es af*er
  January 1 for *he following 4 bills, followed by an ac*ual me*er read when
  we exchanged *he me*er on May 24. Es*ima*es were calcula*ed based on *he
  use per day from *he same mon*hs in 2022. When we go* an ac*ual read, i*
  was discovered *ha* *he es*ima*ed use was no* enough *o cover wha* was
  ac*ually used, causing a "ca*ch up" bill.
  - (*Ac*ual reads) A 12-mon*h me*er read his*ory is shown above, *he
  cus*omer did have a 3G me*er affec*ed by *he loss of *he 3G ne*work.
  Es*ima*es *ook place af*er *he firs* January read for *he nex* 4 mon*hs,
  followed by an ac*ual me*er read when we exchanged *he me*er on May 24.
  The new me*er is repor*ing ac*ual reads remo*ely.
  - (*Paymen* his*ory) A his*ory of *he paymen*s over *he las* 12 mon*hs is
  shown above, *he cus*omer has good paymen* his*ory wi*h us.
  - (*Address delays in ge**ing his billing correc*ed) The bills were no*
  correc*ed, however *he cus*omer did ge* a "ca*ch up" bill when we go* an
  ac*ual me*er read in ****.
  - (*Address being hung up many *imes/ *Address numerous promises of re*urn
  calls *ha* don * happen) We apologized *o *he cus*omer regarding *he
  communica*ion concerns wi*h cus*omer service, and have shared *heir
  experience wi*h *he managemen* *eam in cus*omer service *o review for
  coaching oppor*uni*ies wi*h *he employees involved.
  - (*Paymen* arrangemen*) As a resolu*ion, we offered *o provide a credi*
  of $414.97 *o *he accoun*, which is *he approxima*e difference be*ween
  wha* was used las* **** and *his **** wi*h *he "ca*ch up" bill. The
  cus*omer was happy wi*h *he resolu*ion. No arrangemen*s are needed.
  CLOSING CUSTOMER INQUIRY AS OF 10/12/23.
  
  

  Customer Answer

  Date: 10/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair 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 called consumers energy emergency line at ***** pm Thursday 9 /28/23 because I smell gas out front of my house. They were prompt in sending someone out. She ran tests and determined yes there was a leak. She called in the results and because of readings not being high enough they would not send someone out to fix it on that day. She could not tell me when it would be fixed. I am a 66 year old widow and can smell gas every time I walk out my front door. I am afraid someone might throw cigarettes out here. I. Afraid my house might blow up. This is unacceptably.

  

  Business Response

  Date: 10/05/2023

  09/29/2023 08:56:08 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***************************
  Account # ****
  **********************************************************************
  Dates of service: Prior to June 2008 - present.
  Email address: ******************** (provided to the BBB)
  09/29/2023 09:03:10 EST (JAGATES)
  THIS HAS BEEN ASSIGNED TO GAS OPERATIONS FOR RESOLUTION.
  CUSTOMER CONTACT:
  09/29/23: 9:05 am - A text/email has been sent via Riverstar.
  10/03/2023 15:49:43 EST (JAGATES)
  10/03/23: 8:30 am - ***********************, supervisor gas distribution, called the
  customer.
  - explained the scope of work and what date we will be out.
  - explained Miss *** and sewer lead process.
  - customer now has a greater understanding of the work that needs to be
  performed and our response time.
  - customer was provided with ****** contact information for any questions.
  He will meet on-site with the crew on Friday, Oct.6.
  SUMMARY OF RESOLUTION:
  - ADDRESS GAS LEAK REPAIRS - DELAYS: *************** specifically)
  classify the leak based on current conditions. If the customer is going to
  continue to call in leaks or in this case, is ****** concerned; we
  typically request that a crew escalate their response to complete the
  repair prior to the scheduled repair date. It was requested that the LAS
  be routed with a crew to go out and repair the leak this week.
  - SAFETY # SMELLS GAS WHEN SHE WALKS OUT HER FRONT DOOR: We will excavate
  at main to determine cause and make repair or renewal as needed.
  - WHEN WILL REPAIRS BE COMPLETED: Scheduled for October 6.
  COMPLAINT CLOSED 10/03/23
  
  

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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.

  Six weeks ago, on Friday, August 11, Consumers had two new utility poles placed (#******* and #*******). The crews cut branches off nearby trees and left them in our yards. A crew member promised that it had been called in and they would be picked up on Monday, August 14. Four weeks went by and nothing had been done. I called Consumers on Friday, September 8, and was told no order had been called in but it would be forwarded to the ******************** Another week went by and nothing happened. I called Consumers on Septermber 15, and was told it was forwarded to the ******************* Managers and someone would be contacting me. By Monday, September 18, I still had not been contacted. I called again and was told the wrong orders had been put in, that it is their policy not to pick up branches, but that the Managers of the ******************* would be calling me to verify the policy. Today is Friday, September 22. It has been SIX weeks since I was promised the branches would be picked up. I STILL have not heard from anyone.

  

  Business Response

  Date: 10/03/2023

  09/25/2023 14:02:00 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *******************************
  Account number: 5826
  ****************************************************************************
  Dates of service: 08/27/14 to present
  Email: *****************
  09/25/2023 14:12:00 EST (RNSTAGG)
  ASSIGNED TO FORESTRY COMPLAINTS
  09/25/2023 14:20:14 EST (RNSTAGG)
  INITIAL CUSTOMER CONTACT:
  09/25/23 - THE FOLLOWING EMAIL ******************* AND SMS TEXT MESSAGE
  *************) WAS SENT TO THE CUSTOMER:
  "Dear *****************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with Better Business Bureau, notification number
  1068581877. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Forester will be in touch with you soon to discuss your concerns and
  gather any additional information that *** be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ********************* @ ************** or
  *************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible."
  09/27/2023 09:25:52 EST (RNSTAGG)
  RESOLUTION PROVIDED BY ********************* IN FORESTRY:
  Work was completed by the lines department during a new pole installation.
  Before leaving the site the linemen told ****************** that the brush would
  be chipped by the forestry department. In getting a forestry crew on site
  to chip the brush was due to technical errors made while putting the order
  request for chipping brush in the *** system.
  We are ensuring this does not happen again by correcting technical errors,
  and having the *** orders created for brush chipping in the future.
  CUSTOMER CONTACT SUMMARY:
  I spoke with ****************** Tuesday September 26th at 1:45pm.
  - I explained our brush pickup policy, and apologized for any
  inconveniences due to miscommunication between the line crew and forestry
  department, as well as the technical errors made in ***.
  - I agreed to have the brush chipped and removed as promised by our
  company.
  - Work is scheduled for the afternoon of Tuesday September 26th . Mr.
  Sturing was happy to have this resolved and speak with me.
  SUMMARY OF RESOLUTION:
  - (*Forestry - tree limbs clean up as promised - delays) Work was
  completed by the lines department during a new pole installation. Before
  leaving the site the linemen told ****************** that the brush would be
  chipped by the forestry department. In getting a forestry crew on site to
  chip the brush was due to technical errors made while putting the order
  request for chipping brush in the *** system.
  - (*Address lack of responding as promised) The lack of responding was due
  to technical errors made with putting the order request for chipping brush
  in the *** system. Work is scheduled to be completed for the afternoon of
  9/26.
  CLOSING CUSTOMER INQUIRY AS OF 09/26/23
  
  

  Customer Answer

  Date: 10/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I consider this complaint resolved.

  Regards,

  *****************************

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair 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.

  Consumers energy Account: ************ In September 2022, upon attempting to make a payment, which was late at the time as an oversight on my part, I was informed that the $920.00 paid at that time would be going toward a deposit held as opposed to payment on my account. This did at the time, and still has created a hardship as I've actively attempting to have the $920.00 released back to me over the course of 12 months, and no resolution has been reached. I also continue to have errors on my account, as was the case today 9/21/2023 at 9:30am - after making a payment on my account, instead of $144.79 showing as the balance, $1,593.41 showed. I made a call today 9/21 at 9:30am to consumers energy, and they responded that it's a system error, and a request to correct this was placed by the representative. I bring this example from today forth, because consumers energy has provided all type of false reasons as to why my funds will not be released back to me from 1 year ago, but consumers energy continues to have system errors that send me false shut-off notices, and inconsistent due date for payments. This has been used as reasons why my money can't be returned - which I totally dispute. I am not asking for any favors here, just simply my money being held by consumers back, or applied to my account - as my account is and has been in good standing.

  

  Business Response

  Date: 09/26/2023

  09/21/2023 14:31:13 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *******************************
  Account number: 5903
  **********************************************************
  Dates of service: 03/01/19 to present
  Email: *******************
  INITIAL CUSTOMER CONTACT:
  09/21/23 - 2:41 PM - THE FOLLOWING EMAIL ********************* AND SMS
  TEXT MESSAGE *************) WAS SENT TO THE CUSTOMER:
  "Account Number: ending in 5903
  Service Address: *******************************************
  Dear *****************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068573612. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ********************* at ************ or email
  *************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible."
  09/21/2023 16:46:44 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $144.79
  Our system showed $1593.41 past due for the customer's Shutoff Protection
  plan (SPP), which was removed from the account today at his request due to
  the balance being paid off.
  - The plan would have automatically ended in December 2023 as
  an 18-month program, however customer's are able to request to be removed
  from the program, especially if the balance is caught up and they no
  longer wish to make the monthly payments.
  There is also currently a security deposit on the account for $920.00
  09/25/2023 15:10:52 EST (RNSTAGG)
  EMAIL SENT TO PO BOX: CONTROLS TO WAIVE DEPOSIT IN LIGHT OF CUSTOMER
  PAYOFF OF THE BALANCE.
  CUSTOMER CONTACT SUMMARY:
  09/25/23 - 3:10 PM - I left a voicemail message for ***************************** at
  phone number ************ - letting him know that I have his inquiry
  placed through the BBB regarding concerns with his account and I am
  available to speak with him. I provided my phone number for him to call
  back.
  09/26/2023 13:35:30 EST (RNSTAGG)
  09/26/23 - 1:36 pm - I left another voicemail message for *****************************
  at phone number ************ - letting him know that I am still available
  to speak with him. I provided my phone number for him to call back and
  said that I'd be sending him an email shortly addressing his security
  deposit concerns.
  09/26/23 - 2:13 pm - the following email was sent to the customer at
  ****************************:
  "Good afternoon Jermon,
  Thank you for your ******** ************************* (MPSC) inquiry about
  the account at *******************************************. This email is to follow up with
  you about the security deposit concerns you brought up.
  I have been able to review your account and found that a security deposit
  of $920.00 was collected in September 2022 after the service was
  disconnected for non-payment. A deposit is held on the account until there
  have been 12 months of good payment history, and this is reviewed every 6
  months. When your account was reviewed this month, there were several
  instances of past due payments on your account, so the next review was
  scheduled for March 2024.
  When you called in on September 21, the payment of $144.79 had not yet
  posted to the account, and the cancellation of the Shutoff Protection plan
  was in process. I can confirm with you that the payment posted on
  September 23 and the Shutoff Protection plan has been removed from the
  account.
  In light of the recent payoff of your bill (and voluntary ending of the
  Shutoff Protection plan), I have made an exception and released the
  security deposit back to your account. You will see this on your next
  monthly statement. The deposit credit will stay on the account until it is
  used up, or until you request to have it returned to you in the form of a
  check.
  I regret we weren#t able to connect over the phone, and it is my hope that
  this email has addressed your concerns. If you would like to request it to
  be returned to you or have any additional questions, please feel free to
  reply to my email.
  Best wishes to you.
  Sincerely,
  *********************
  (they/them)
  Customer Care Advocate
  **********************
  **************
  ***************************************************"
  RELEVANT ACCOUNT INFORMATION (CONTINUED):
  12-MONTH PAYMENT HISTORY:
  Date: Amount:
  09/27/22 $1369.20
  10/21/22 $39.00
  11/18/22 $445.00
  12/22/22 $445.00
  01/20/23 $245.00
  02/04/23 $200.00
  03/01/23 $225.00
  03/10/23 $220.00
  04/05/23 $221.00
  04/19/23 $200.00
  05/05/23 $319.00
  06/24/23 $549.00
  07/21/23 $549.00
  08/23/23 $549.00
  09/21/23 $549.00
  09/23/23 $144.79
  SUMMARY OF RESOLUTION:
  - (*Address deposit - why was deposit requested - Billing rule) $920.00
  security deposit was requested and paid on 09/27/22 due to a shutoff for
  non-payment (per MPSC billing rule R 460.111)
  - (*Address if deposit can be released back to account) Security deposits
  are released with 12 months of good payment/credit history. Since the
  deposit was paid, the customer got turn off notices on 09/28/22, 01/30/23,
  03/01/23, 03/30/23, and 04/12/23, so the deposit was not scheduled to be
  released. It was scheduled to be reviewed again in March 2024.
  - (*Address payment made today and showing balance of $1593.41) Our system
  showed $1593.41 past due because that is what was owed on the customer's
  Shutoff Protection Plan. The plan was removed at the customer's request
  after the bill was paid in full.
  - (*Address claim of system error - explain) There was no system error
  found, the customer had paid off the account balance, however was still on
  SPP.
  - (*Payment history) A 12-month payment history is shown above
  - (*Defaults) The customer requested to be removed from SPP after the
  account balance was paid. That was completed the same day the last payment
  was posted, and in light of the bill payoff and customer payment history,
  we agreed to waive the deposit and return it to the account.
  CLOSING CUSTOMER INQUIRY AS OF 09/26/23
  
  

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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 don't know where else to send this complaint but not allowing credit/debits for autopay is absolutely ridiculous. I have memory issues so autopay is really useful but now I can't use it for whatever reason???? This is costing me money. I know its gaining you money which is why you won't change it because pretending to care about the user experience while simultaneously s******* us over time and time again is the new business model these days but please think about anything besides you bottom line for once thanks.

  

  Business Response

  Date: 09/18/2023

  This complaint cannot be processed/addressed without customer's address a telephone number or an email to speak to the customer.  We are sending our customer's a letter and explaining why we do not have auto pay any longer.  Please see letter:

  We're following up on the concern you placed with the Better Business
  Bureau, #********, regarding our updated credit card
  payment policy. Consumers Energy understands this policy may be a big
  change for you, however lowering costs for our customers is a top
  priority. Card processing fees have steadily increased, raising rates for
  all customers - even those who don't pay via card. Reducing the cost to
  the company helps to support our larger goals to reduce costs by saving
  $16-18 million dollars per year in card fees.
  Although automatic payments will no longer be offered with a credit card,
  customers that would prefer to make one-time payments via credit card will
  continue to have that option. Beginning October 1st, the fee associated
  with a one-time credit card payment will be $2.99 for residential
  accounts. Companies across industries are adapting to these increased
  costs and have made similar policy adjustments nationwide. This change
  more fairly distributes the cost of card processing to the customers who
  choose to use that payment method. 

  We understand customers may have concerns about using checking account
  information to make their payment, but we can assure you that a secure
  experience is critical to us. Consumers Energy and ** employees do not
  have access to your financial information. We work with a secure, PCI
  (***ment Card Industry) compliant, third party (***mentus) to process
  payments and store sensitive financial information. Automatic Bill *** can
  also be set up with your financial institution.
  If you'd like to remain on automatic payments, we can continue to provide
  that service using an ACH payment at no charge. Additionally, you'll never
  have to update your payment information due to an expired card. You can
  update your payment method by logging into your account via the ** app or
  www.consumersenergy.com. From there, select 'Billing Options,' where
  you'll be able to view and update your autopay information. If you'd like
  to continue to pay with a credit card, setting up payment alerts via your
  online account is a great way to ensure you're informed of when a bill is
  due and will allow you to make a one-time payment with a credit card when
  you receive that alert/notification.
  We hope this information is helpful.

  *******

• Initial Complaint

  Date:09/14/2023

  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.

  They are making me pay for others bills on mine and also they shut my power of I have 2 kids on a breathing I picked up my kids machine

  

  Business Response

  Date: 09/21/2023

  09/21/2023 08:28:07 EST (DJLOUCKS)
  09/18/2023 11:54:12 EST (DJLOUCKS)
  09/15/2023 10:33:57 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***************************
  ACCOUNT NUMBER: 6509
  ********************************************************************
  Dates of Service: July 5, 2022 - Present
  Email Address: **********************
  **********
  CUSTOMER CONTACT SUMMARY:
  9/15/23
  I sent the following email via Riverstar:
  Account Number: ending in 6509
  Service Address: **************, SEARS
  Dear *****************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068516635. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will be in touch with you within
  the next few business days to discuss your concerns and gather any
  additional information that *** be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @ ************** or
  ********************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $33,757.39
  Past Due Balance: $33,190.28
  Turn Off Balance: $31,347.16
  *****
  Electric Usage/Billing History:
  Date Usage Amount Billed
  07/05/22-07/19/22 817 $151.17
  07/20/22-08/17/22 **** $286.84
  08/18/22-09/18/22 **** $345.70
  09/19/22-10/18/22 **** $295.74
  10/19/22-11/18/22 **** $431.49
  11/19/22-12/19/22 **** $665.66
  12/20/22-01/19/23 **** $923.27
  01/20/23-02/20/23 **** $990.68
  02/21/23-03/21/23 **** $776.48
  03/22/23-04/20/23 **** $466.51
  04/21/23-05/21/23 **** $344.36
  05/22/23-06/20/23 **** $294.06
  06/21/23-07/20/23 **** $213.48
  07/21/23-08/20/23 **** $479.06
  All meter reads have been actual.
  *****
  Payment History:
  Date Amount
  03/15/23 $2,999.00
  *****
  ******* History:
  Date Notice/Action
  08/22/23 Turn Off Notice - mailed $31,347.16
  08/28/23 Mid-Cycle Call - not completed 2:53 pm
  08/28/23 Mid-Cycle Call - completed 8:12 pm
  09/13/23 Service Disconnected - for non-payment
  09/15/23 Service Reconnected - medical emergency for returned
  *****
  9/15/23 ***** from Credit posted at 7:39 am the following to the account:
  ********** Medical Emergency - APPROVED
  9/15/2023 haa rec'd med form APPROVED for medical emergency updated bp
  added hold 5th form sent approval letter. Forms dated 12/22/2022,
  1/6/2023, 5/24/2023 (all for Jazzlyn) 7/18/2023 and 9/15/2023 for ******.
  Customer MUST seek assistance on this bill. Customer has only made 1
  payment. too early to call (8a and 8p only times we can call) if customer
  calls in OK TO TN. sent approval letter
  ***************** called customer service at 9:53 am and service was reconnected.
  *****
  The following information was provided by fraud investigator from 7/5/22
  fraud case:
  ***************** - ************
  BP 1031213675
  ************** SEARS
  CURRENT **** 02/03/2021 - 12/31/9999 # OWES $5,509.34
  *************************** - ************
  BP 1000171606
  22321 30TH AVE SEARS
  PREVIOUS **** 03/18/2015 - 01/24/2020 # OWES $27,121.07
  ******* AND *****************, AND *************** HAVE MANY PREVIOUS FRAUD CASES.
  THEY HAVE CONSISTENLY ABUSED MEDICAL FORMS, NAME SWITCHES, AND ASSISTANCE
  HOLDS.
  PER BS&A THE PROPERTY HAS ALWAYS BEEN AND STILL CURRENTLY IS OWNED BY
  ******* AND ******************
  PER CREDIT REPORTS, I CAN PLACE *** AND ************************* HERE SINCE 2013 AND
  I AM ABLE TO PLACE *************** HERE SINCE 2018.
  SERVICES SHOULD NEVER HAVE BEEN PUT IN DAKOTA#S NAME AND NEED TO BE PLACED
  BACK INTO *************************#S NAME. (SERVICES WERE PLACED IN HIS NAME DURING
  COVID).
  PLACED SERVICES BACK INTO ***************************** NAME. REBILLED ******* FOR THE
  TIME ACCOUNT WAS IN ******'S NAME. THE REBILL ALSO INCLUDED ALL PAYMENTS
  THAT ****** HAD MADE TO THE ACCOUNT.
  - Account was rebilled and the balance owed from Dakota's account was
  $1,902.36 that was rebilled to *******'s account.
  - On 7/5/23 balance of $22,551.75 from account #************ under
  *******'s name transferred to the current account. Service was in his
  name for same address from 3/18/15 - 1/24/20. $4,569.32 of his balance
  was too old and did not transfer to the new account.
  **********
  CUSTOMER CONTACT SUMMARY (cont.)
  9/21/******* am
  I called ***************** at ************ and left a voicemail asking her to
  return my call to go over her concerns regarding their service being
  disconnected and left my call back number. I also told her I would follow
  up with an email.
  The following email was sent to **********************:
  Hi *****************,
  I am writing in response to an inquiry you placed with the Better Business
  Bureau regarding your account. Regretfully, I was not able to reach you
  by telephone.
  Because we take our customer#s concerns seriously, I have reviewed your
  account to see what occurred. I found that your service had been
  disconnected on 9/13/23 for non-payment. I also found that on 9/15/23 a
  Medical Emergency form was approved, and we were able to restore your
  service that same day.
  While reviewing your account I found that service had been placed in your
  son ***************#s name during COVID and shouldn#t have been. The service
  was placed back in *******#s name in July 2022, and he was rebilled for
  the time it was in Dakota#s name. At this time there is a balance owing
  of $34,285.23 and we would recommend seeking assistance with your balance.
  You can contact First Call for Help at 2-1-1 and they will provide you
  with a list of agencies in your area you can apply for assistance with.
  If you have any questions, please give me a call.
  Respectfully,
  ****
  **********
  SUMMARY OF RESOLUTION:
  9/21/23
  SNP - *******:
  ******* history is listed above in "Relevant Account Information". Service
  was disconnected for non-payment after all required notices were sent.
  UA TRANSFER - EXPLAIN:
  During COVID service had been placed in son's name when it shouldn't have
  been. ******* and ***************** on the homeowners and per credit reporting
  they can still be placed at the home. Balance transferred in from their
  previous account, and they were rebilled for the time service was in their
  son's name.
  ACTUAL READS:
  All meter reads have been actual.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information".
  ASSISTANCE OR PAYMENT ARRANGEMENT:
  It has been recommended that the customer seek assistance. They can also
  request a payment plan with CE.
  CUSTOMER INQUIRY CLOSED AS OF 9/21/2023
  
  

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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 charged from May until July for electrical service for a rental house I no longer lived in. I called several times and the representative told me, "we don't get involved in tenant/landlord issues." This isn't a "tenant/landlord issue". This is a double billing issue on your part. I want all monies refunded to me for utility service to the house on Barrington in Madison **** after 5/12. The property owner told me he put the utilities in his name as of 5/12. Obviously he didn't. Or he did and you continued to bill me and him. I'm really frustrated at the lack of assistance from customer service.

  

  Business Response

  Date: 09/21/2023

  09/14/2023 14:54:35 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *************************
  ACCOUNT NUMBER: ****
  ****************************************************************
  Dates of Service: May 4, 2023 - Present
  Email Address: **************************
  **********
  CUSTOMER CONTACT SUMMARY:
  9/14/23
  I sent the following text via Riverstar:
  Dear ***********************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1068512810. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will be in touch with you within
  the next few business days to discuss your concerns and gather any
  additional information that *** be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @ ************** or
  ********************************************************* if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  09/20/2023 07:38:40 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $13.46-
  *****
  On 5/4/23 ****************** called customer service and requested move in for
  *******************************************************
  Notes on the account:
  05/04/*************
  =======================================================
  ********** WILL CALL BACK TO STOP
  **************************************************************************-3510
  06/28/2023 11:17:59
  per ************************* / 10303417****
  ******************************************************************************* mo on 6/28/23
  *****
  ************************* / 10303417****
  **************************************************************************-3510
  Dates of Service: 4/24/19 - 6/28/23
  12 Month Usage/Billing History:
  06/22/2022 07/21/2022 0.9 $ 21.13
  07/22/2022 08/19/2022 0.8 $ 20.24
  08/20/2022 09/20/2022 0.8 $ 20.24
  09/21/2022 10/19/2022 1.6 $ 28.74
  10/20/2022 11/22/2022 4.8 $ 59.95
  11/23/2022 12/20/2022 6.5 $ 76.16
  12/21/2022 01/20/2023 9.1 $101.31
  01/21/2023 02/21/2023 9.7 $107.06
  02/22/2023 03/23/2023 8.2 $ 92.68
  03/24/2023 04/25/2023 4.9 $ 61.09
  04/26/2023 05/23/2023 2.1 $ 34.27
  05/24/2023 06/22/2023 0.4 $ 17.98
  06/23/2023 06/28/2023 0.1 $ 3.79
  12 Month Payment History:
  Date Amount
  10/08/22 $ 20.24
  11/10/22 $ 28.74
  12/05/22 $ 59.95
  01/03/23 $ 76.16
  02/06/23 $101.31
  03/03/23 $107.06
  04/04/23 $ 92.68
  05/18/23 $ 61.09
  On 8/23/23 final balance of $56.04 from account #**** transferred
  to open current account #****.
  **********
  09/20/2023 08:51:06 EST (DJLOUCKS)
  CUSTOMER CONTACT SUMMARY (cont.)
  9/20/******* am
  I called *********************** at ************ and spoke with her about her
  concerns. I explained I have reviewed her account information and found
  on 5/4/23 she called our customer service and requested a move in for
  Pearl Ave. I told her our system date/time stamps the account when we
  access them and do anything. On 5/4/23 there are notes from the *** that
  state you were to call back to stop service for the Barrington address.
  ****************** said she understands about the date/time stamp and she didn't
  call back to stop service. She said her landlord told her he would call
  and put the service in his name so she wouldn't have to stop the service
  but he didn't do it. She said he did the same thing with DTE for the
  electric.
  ****************** said she feels we should rebill the landlord and I explained
  because she didn't stop the service in her name that isn't something we
  would do. I explained we did take the service out of her name when she
  contacted us on 6/28/23. ****************** said she is a disabled senior and
  can't afford to take him to small claims court and is just very upset
  about all of this.
  After more discussion I told her I would credit her current account for
  the billing that occurred after 5/23/23 for a total of $21.77. ******************
  said that she would take that and really appreciated the offer. We then
  ended the call.
  *****
  9/20/23 - write off request entered for $21.77.
  **********
  SUMMARY OF RESOLUTION:
  9/20/23
  ADDRESS NAME ON ACCOUNT, BILLING DATES, DUE DATE:
  Usage and billing history listed above in "Relevant Account Information".
  Customer moved into new location on 5/4/23 but told *** would call back to
  stop service at old location. Customer didn't call back until 6/28/23
  when she realized CE was still billing her. She stated her landlord said
  he would call to place service back in his name but didn't do so.
  Customer was billed through 6/28/23 at old address.
  RESPONSIBILITY:
  Because the customer didn't contact CE to stop service in her name until
  6/28/23 she would be responsible for the bill through that date.
  PAYMENT ARRANGEMENT:
  For the new address customer is enrolled in the Budget Plan and doesn't
  need another arrangement. As a courtesy to her we are removing billing of
  $21.77 that was billed for **** and this was satisfactory to the customer.
  CUSTOMER INQUIRY CLOSED AS OF 9/20/2023
  
  

• Initial Complaint

  Date:09/13/2023

  Type:Order 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 applied for appliance plan for my Waterford home between 2020 to 2022. I moved out of my Waterford home in the month of October 2022.I specifically called to cancel service and the representative stated that it will be done and made me go paperless. I have been living in the apartment since october 2022 with full coverage by the apartment association. Recently I received a paper bill from consumers energy that there was past due amount, upon enquiry, only then I found out that I have been paying for appliance service all these months for nothing. This request to cancel service was made in October of 2022 and yet they continued to bill me. I am requesting for payments I made all these months. I requested few times now and they just connect me to different departments and the issue is still not resolved. Kindly help me on this matter.

  

  Business Response

  Date: 09/21/2023

  09/14/2023 12:00:46 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *****************************
  ACCOUNT NUMBER: 9557
  *************************************************************************************
  Dates of Service: October 22, 2022 - Present
  Email Address: **************************
  **********
  INITIAL CUSTOMER CONTACT:
  9/14/23
  I sent the following email via Riverstar:
  Account Number: ending in 9557
  Service Address: **********************************************************************
  Dear *****************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with The Easter Better Business Bureau, notification
  number **********. I assure you Consumers Energy takes all customer
  complaints seriously.
  Our Complaints Advocate *************************** will forward your concerns to our
  Appliance ************************ The ***************** Plan is not
  regulated by the ******** ************************** and therefore we are
  unable to provide them your telephone number or email address. They have a
  dedicated voicemail for escalated concerns. Please call their voicemail at
  ************ and leave them your name, best contact number and email
  address and someone will be in touch with you shortly.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  ASSIGNED TO *** 9/14/23
  09/14/2023 15:37:11 EST (DJLOUCKS)
  9/14/23 - this was given to ********************* to work.
  09/20/2023 06:42:58 EST (DJLOUCKS)
  9/20/23 - sent email reminder to ********************* and *** that this complaint
  is due on 9/21/23.
  09/20/2023 16:04:34 EST (DJLOUCKS)
  **********
  RELEVANT ACCOUNT INFORMATION:
  The following information was provided by ********************* with ***:
  9/11/23@ 12:44pm: ** called in to ask if he had the Appliance Repair
  plan, Agent advised that he had ******* care and Ala carte Boiler
  coverages. ** asked how long has he had those coverages. Agent advised
  since August 26,2022.** said he is living in an apartment and wants the
  plan to cancel that he did not know he was being billed for the plan and
  asked for some of the money to be refunded. Agent placed on hold to
  speak with supervisor, When she came back, she informed ** that the best
  solution is to create a customer care case with the request of
  cancellation and request of refund for the plan not canceling when he
  moved addresses in October of 2022. that we can try to work something out
  to get refund from October 2022 to 9/11/2022 (date ** called in). That she
  will not cancel today due to possible refund. Agent advised the ** that he
  will be receiving a call from a supervisor to discuss the dates and the
  reimbursement and solution. provided case number and call ended.
  Call ********* called to remove plan. says once he moved she should had
  plan . account was not cancelled a customer care case was created.
  Case: *****************
  9/12/23@12:25pm: Left msg for ** to call back
  9/13/23@ 10:21am Outbound: Called to ** to discuss case. ** explained that
  he did not know he was paying for the plan after he moved addresses. That
  he lives in an apartment and they cover the appliances. ** said the person
  he Spoke with when he moved told him not to worry about it and that the
  plan was cancelled. The plan should have been cancelled in October 2022.
  Agent confirmed the ** request and advised ** that it didn't appear that
  ** tried to cancel the *** that he told utilities he was moving addresses.
  That if he didn't want the plan did, he tell utilities that he didn't want
  the plan to move to new address. ** said he told them he was moving, Agent
  advised that we generally do not offer credits for the plan not being
  cancelled when ** did not request plan to be cancelled when notifying of a
  move. ** advised that he was not well and doesn't have a job asked what we
  could do for him? Agent responded with the first note of cancellation was
  on 9-11-2023 that we could back date cancellation to that date but would
  not be able to offer credits from October 2022 to September 2023.**
  requested to speak with supervisor. Agent tried to re-explain the solution
  he could offer. ** asked for Supervisor again. Agent continued to argue
  with customer that the ** said that he admitted to not calling the *** to
  cancel plan that he called utilities to notify of the move and assumed the
  plan would cancel. ** asked for manager again. Agent responded with he was
  not able to transfer to someone right away that he could escalate the case
  to be reviewed for any calls taken at that time to see if the plan was
  supposed to be canceled. ** agreed with getting the calls reviewed. End of
  call.
  Call Notes: ** claims to have canceled in 10/22 when he switched utility
  services when he moved, did not review bills to see plan had not been
  canceled. Dynamics shows one call from 6/1/22-disposition Cancel:
  Ineligible for cancel. Need to draft email to ********************* to request any
  call info from utilities.
  9/19/23@ 12:20pm: Called customer did not answer VM left informing that
  the complaint was received and is being reviewed for a resolution.
  9/20/23@ 10:23am ***********************: Called customer to deliver resolution, no
  answer, left voicemail with my direct contact information.
  Because we were not able to reach the customer the following letter has
  been mailed to him:
  September 20, 2023
  Dear *****************************,
  I am contacting you to discuss the complaint filed regarding your
  ***************** Plan. We value your business and take your concern
  seriously and have reviewed your account.
  Your *** contract has been canceled and backdated to 10/26/2022. A credit
  in the amount of $328.53-, will appear on your bill within the next 1-2
  utility billing cycles.
  If you have any questions, please call our *************** 24/7, 365, at
  ************** and we would be happy to help.
  I apologize for the time and trouble; we look forward to hearing from you
  if you have any further questions.
  Respectfully,
  ***********************
  *** ************* Team
  ***********************
  **********
  SUMMARY OF RESOLUTION:
  9/20/23
  *** - CANCELLED PLAN - EXPLAIN:
  The *** plan was not canceled as requested in October of 2022. There are
  no notations of a cancelation request on the *** account prior to 9/11/23.
  There is no call recording data that can be located from 10/01/22 to
  09/10/23. The account was canceled by Andesha Golden and back dated the
  cancelation to 10/26/22.
  REFUND:
  Customer will be receiving a credit of $328.53 to the account. This credit
  will appear on the bill in 1-2 billing cycles.
  CUSTOMER INQUIRY CLOSED AS OF 9/20/2023
  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Receiver an email that something was wrong on my account with check information. Called see what the error was so it could be resolved. And auto *******s would be set up due to consumers wanting banking info. I was told I could not be on auto max ******* since my bank rejected due to error. And now I will have to Mail in my *******s. Been a customer for years and never missed a *******. All I want is to be able to set up auto *******

  

  Business Response

  Date: 09/14/2023

  09/12/2023 13:19:12 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *****************************
  ACCOUNT NUMBER: 2753
  ****************************************************************************
  Dates of Service: March 6, 2020 - Present
  Email Address: ****************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $15.00
  *****
  As of 10/1/23 customers will no longer be able to have autopay with
  debit/credit cards. As of 10/1/23 they can still make debit/credit card
  payments but there will a fee of $2.99.
  Customers can still set up autopay with their checking/savings accounts.
  **********
  CUSTOMER CONTACT SUMMARY:
  9/12/23
  I sent the following email to ****************************:
  Hi *****************************,
  We're following up on the concern you placed with the Better Business
  Bureau, notification #**********, regarding our updated credit card
  payment policy. Consumers Energy understands this policy may be a big
  change for you, however lowering costs for our customers is a top
  priority. Card processing fees have steadily increased, raising rates for
  all customers - even those who don't pay via card. Reducing the cost to
  the company helps to support our larger goals to reduce costs by saving
  $16-18 million dollars per year in card fees.
  Although automatic payments will no longer be offered with a credit card,
  customers that would prefer to make one-time payments via credit card will
  continue to have that option. Beginning October 1st, the fee associated
  with a one-time credit card payment will be $2.99 for residential
  accounts. Companies across industries are adapting to these increased
  costs and have made similar policy adjustments nationwide. This change
  more fairly distributes the cost of card processing to the customers who
  choose to use that payment method.
  We understand customers may have concerns about using checking account
  information to make their payment, but we can assure you that a secure
  experience is critical to us. Consumers Energy and ** employees do not
  have access to your financial information. We work with a secure, PCI
  (***ment Card Industry) compliant, third party (***mentus) to process
  payments and store sensitive financial information. Automatic Bill *** can
  also be set up with your financial institution.
  If you'd like to remain on automatic payments, we can continue to provide
  that service using an ACH payment at no charge. Additionally, you'll never
  have to update your payment information due to an expired card. You can
  update your payment method by logging into your account via the ** app or
  www.consumersenergy.com. From there, select 'Billing Options,' where
  you'll be able to view and update your autopay information. If you'd like
  to continue to pay with a credit card, setting up payment alerts via your
  online account is a great way to ensure you're informed of when a bill is
  due and will allow you to make a one-time payment with a credit card when
  you receive that alert/notification.
  We hope this information is helpful and appreciate your feedback.
  Respectfully,
  ****
  **********
  SUMMARY OF RESOLUTION:
  9/12/23
  ADDRESS AUTO PAYMENTS:
  As of 10/1/23 customers will no longer be able to be enrolled in autopay
  with debit/credit cards. They will be able to pay with debit/credit card
  but there will be fee of $2.99 for each payment. They can also enroll in
  autopay with their checking/saving accounts.
  CUSTOMER INQUIRY CLOSED AS OF 9/12/2023