Important information
- Customer Complaint:The complaints shown in this report reflect all complaints processed with the HQ location.
Complaints
This profile includes complaints for Consumers Energy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 282 total complaints in the last 3 years.
- 67 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/26/2023
Type: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 was informed that I would recieved a gift card in the amount of 100 dollars for signing up for the protection program. When I called today, I was informed that they applied the gift card for one month free of the plan. One month free does not equal to 100. ******* that I talked to back in October told me that the first was free, I should recieved a *********************** 4-6weeks and I can cancel anytime. Today ******* says if I cancel today there would be a 365 dollars fee. This is unfair. They provided misinformation to me. Please resolved this
Business Response
Date: 01/03/2024
12/26/2023 15:37:13 EST (MNLIEBRO)
*************************
Acct #-1428
**********************************************************************
Move in date: 6/13/08-present
Customer contact info:
phone: ************
email: *************************
Riverstar sent 12/26/23 @ 3:43pm
Account Number: ending in 1428
Service Address: **************************************************
Dear *************************,
Account Number: ending in 1428
Service Address: **************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069339723. 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 an escalated voicemail so
please call ************ and leave a good contact number and your email
address and they 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 ***************************** @ ***********************************************************
if you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: *************************
Information will be sent via SMS to: **************
01/03/2024 08:47:30 EST (JAGATES)
01/02/24: ****** with ASP responded with the resolution:
12/29/23: 12:45 pm - ****** spoke with the customer.
- Informed the customer that we would be sending out a $100.00 gift card
(processed that same day) and that they would be getting a free month
applied to their account.
- Customer is still upset about the entire interaction but does not want
to cancel the plan.
SUMMARY OF RESOLUTION:
- ADDRESS MISSING GIFT CARD: The gift card has been processed as of
12/29/23 and the customer will receive the gift card in 4 - 6 weeks.
- ADDRESS FIRST MONTH OF THE PLAN BEING FREE: A customer care case was
submitted and resolved by *************************************. The first month credit of
$32.97 was issued on 12/29/23.
- ADDRESS CANCELLATION: The customer no longer wishes to cancel.
COMPLAINT CLOSED 12/29/23Business Response
Date: 01/03/2024
12/26/2023 15:37:13 EST (MNLIEBRO)
*************************
Acct #-1428
**********************************************************************
Move in date: 6/13/08-present
Customer contact info:
phone: ************
email: *************************
Riverstar sent 12/26/23 @ 3:43pm
Account Number: ending in 1428
Service Address: **************************************************
Dear *************************,
Account Number: ending in 1428
Service Address: **************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069339723. 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 an escalated voicemail so
please call ************ and leave a good contact number and your email
address and they 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 ***************************** @ ***********************************************************
if you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: *************************
Information will be sent via SMS to: **************
01/03/2024 08:47:30 EST (JAGATES)
01/02/24: ****** with ASP responded with the resolution:
12/29/23: 12:45 pm - ****** spoke with the customer.
- Informed the customer that we would be sending out a $100.00 gift card
(processed that same day) and that they would be getting a free month
applied to their account.
- Customer is still upset about the entire interaction but does not want
to cancel the plan.
SUMMARY OF RESOLUTION:
- ADDRESS MISSING GIFT CARD: The gift card has been processed as of
12/29/23 and the customer will receive the gift card in 4 - 6 weeks.
- ADDRESS FIRST MONTH OF THE PLAN BEING FREE: A customer care case was
submitted and resolved by *************************************. The first month credit of
$32.97 was issued on 12/29/23.
- ADDRESS CANCELLATION: The customer no longer wishes to cancel.
COMPLAINT CLOSED 12/29/23Customer Answer
Date: 01/03/2024
[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:12/20/2023
Type: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.
There were two charges made from account from Consumer&#**;s Energy after midnight on 12/12/23. Consumer&#**;s Energy was the business name on my bank statement. The first amount was for $88. The second amount was for $93.92. I&#**;m not sure what the charges are for.Business Response
Date: 01/02/2024
This customer did not provide a ******** address to look up his account. I tried calling the phone number provided and his mailbox is full. There is no way to work this complaint without more information as to a correct address. CLOSED 1/2/24 until further information providedInitial Complaint
Date:12/19/2023
Type: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.
Consumer Energy was to butcher our ********** ft Blue spruce trees. Only one is close to a wire. The trees have been here as long as the wires. Never causes any outages. Trees are worth over 30k. I need advice and some **************Business Response
Date: 12/26/2023
*************************************
Acct #- *********441
**********************************************************************
Move in date- 5/29/21-present
Customer contact info:
Phone: ************
Email: ******************
riverstar sent 12/20/23 @ 9:23am
Account Number: ending in 7441
Service Address: ********************************************************br>Dear ***********************************,
Account Number: ending in 7441
Service Address: *******************************************************
Dear ***********************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau , notification number
1069306512. I assure you Consumers Energy takes all customer complaints
seriously.
Our Complaints Advocate ***************************** will forward your concerns to our
Forestry department. They 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
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: ******************
Information will be sent via SMS to: **************
12/22/2023 17:37:21 EST (MNLIEBRO)
*************************** in forestry:
On Tuesday, 12/19/23 The local Forestry Supervisor and I met with ********
********* on her property at *******************************************************. She is refusing
CE to trim 4 Blue spruce trees that are along the primary line located in
her front yard. Our work planner had been in the area previously to
identify the required tree work and the customer contacted **********************
********************** via our call center on 12/5 with her concerns for her trees. We
asked the customer to walk the line with us so we could discuss with her
the details of the required trimming. The customer refused to walk the
line and stated that the trees do not cause problems and we will not be
trimming them. We informed the customer that we are in the area to perform
preventative maintenance to improve the safety and reliability for all
customers served by this circuit. Again, the customer stated that she has
experienced no outages and that the trees do not need to be trimmed. We
tried to explain to the customer multiple times about the required work we
were going to perform but the customer would interrupt and state that her
trees cause no issues. The customer then started to threaten legal action
if we wanted to trim the 4 spruce trees. We informed her that we would
work with our legal counsel and be back in touch.
On Friday, 12/22/2023 I called the customer and left a voicemail at
******* in response to this complaint filed with the Better Business
Bureau. The customer called back at *******. ********************** reiterated her
position that she is upset regarding our scheduled trimming of the Blue
spruce trees in her yard and that she hasn#t been experiencing any power
outages. I again informed the customer that we are planning the upcoming
tree work to prevent tree related outages for all customers severed by the
electric circuit on which she resides. The customer stated that there are
multiple areas along the road that need attention not just her house.
Again, I explained that we are clearing the entire circuit not just her
property. The customer then stated that she felt bullied when the Forestry
Supervisor and I were on site; stating that it was rude for us to show up
on the property to talk about the upcoming work. I informed the customer
that we had visited the property in response to her 12/5 inquiry to
Consumers Energy. I further explained that we have an easement and the
responsibility to maintain our lines and we will have our attorney reach
out to further explain our position.
How are we ensuring this does not happen again for other customers?:
We will continue to prioritize safety and reliability as we work towards
establishing an effective cycle of our circuits by performing routine
circuit maintenance. Along the way we will continue to educate customers
of our standards to set clear expectations.
Summary of resolution:
Address tree trimming-blue spruce:
Blue spruce to be trimmed away from the primary line to CE standards for
scheduled maintenance clearing.
******** is refusing to let Consumers trim her trees that along her
property line. She is now threatening legal action after ****** went out
to ********'s property and spoke with her on the phone explaining that we
have this work scheduled to help prevent outages from happening and
maintaining the circuit. ******** was not happy with the explanation and
still treated legal action. ****** in forestry reached out to the legal
team and they will contact *****************
Complaint closed 12/22/23Customer Answer
Date: 12/26/2023
Spoke to ****** on Dec 22, who claimed he was the Supervisor. I got absolutely no where. ******** who came out prior threatened me with their legal team. They were extremely unprofessional and rude. Had absolutely no concern on what I had to say. ****** said they are doing 'maintenance' after 20 years. They have spent hours harassing us with this tree issue when just a street over there are 50 trees 10x worse which need immediate attention. Yet have been ignored for years. Seems like they have nothing else to do but bully us. I've taken pictures. I have heard several stories from homeowners who's trees have gotten butchered. Consumers are not present when this tree work takes place so could basically careless. It's not their problem.
There is only ONE tree that actually touches a wire. Yet, down the street there are hundreds!
Our blues spruce are worth well over $30,000 and they mean alot to us. We do NOT want to see them Butchered!
Look forward to hearing from you.
*******************************;Initial Complaint
Date:12/19/2023
Type: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.
We have the Consumers Energy Protection Plan. A representative came to my house as my furnace stopped Oct 2023. He looked at the furnace in the ******** basement and said there were no problems. He checked our temperature thermostats upstairs and downstairs. Said for us to get a new one. We went to ********** and bought one. A few days later, the furnace stopped again, and we called the Protection Plan again and another member came. This one was much better and more thorough. He checked everything as well. However, he noted holes in the furnace. So, we called *************** in *******. They came over and also confirmed holes in the furnace. We ended up get a new furnace costing over *******. This is an energy saver that has a guaranteed refund check. They said we would get a 750-refund check from Consumers. They sent in the information for that. My husband followed up with a call to them, to verify the refund check and information was initiated. They told him that they are processing the check on 11 November. He called three times. I called four times. Each representative gives me a different answer. Apparently, the check that was processed on ******************************************* cashed it. I have the **** Informed Delivery app, so I know what is coming in my mailbox and pictures are included on the app of what is in my mailbox. We never seen the check. So, they are reprocessing the check. Due to whatever error happened, they should have been a little more expedient in their reprocessing of the check. Maybe even expedited it for us. It is almost Christmas and money is tight. Now, the check is taking another ***** days and that is not even a guarantee that will happen in the timeframe they claim, and I am upset that the first rep that came to my house from Consumers failed to see the holes in the furnace and misdiagnosed the problem, that led me to go buy another temperature thermostat. I am a DV and money is tight.Business Response
Date: 12/26/2023
***************************
Acct #-*********654
**************************************************************************************
Customer contact info:
phone: ************
Email: *************************************
Move in date: 6/11/08-present
Riverstar sent 12/19/23 @ 4:15pm
Account Number: ending in 4654
Service Address: *************************************************
Dear ***************************,
Account Number: ending in 4654
Service Address: *************************************************
Dear ***************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069306336. 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 an escalated voicemail so
please call ************ and leave a good contact number and your email
address and they 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 ***************************** @ ***********************************************************
if you have any further questions or concerns. Our team is dedicated to
resolving your issues as soon as possible.
Sincerely,
Consumers Energy
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: *************************************
Information will be sent via SMS to: **************
12/22/2023 13:08:06 EST (MNLIEBRO)
******************************* in ***:
There are two phone numbers on file, I called customer on the *****
******** number at 10AM on
12/20 after receiving complaint. Customer did not answer, and I had to
leave a voicemail. I tried the
secondary phone number, **************, and the customers wife answered. I
explained that there is an
issue between multiple IT systems that temporarily held up gold checks for
numerous customers and
that they are being re-processed this week and should be to all customers
within 10 business days or so.
The customer#s wife said #Ok, I understand but I#m still not happy#, and
disconnected the call inhibiting
further resolution. I will include a letter and attach it to this
complaint matrix for it to be sent out to the
customer.
How are we ensuring this does not happen again for other customers?:
There is no way to prevent this seeing as it was an issue between multiple
IT systems that temporarily
held up gold checks being processed.
Letter also sent to the customers.
Copy of letter:
December 20th. 2023
Dear Mr. ***** *********************,
I am contacting you to discuss the complaint filed regarding you Appliance
Service Plan. We value your business and take your concern seriously and
we have reviewed your concerns.
Through our review, to help resolve your concerns, you were contacted by a
meter of the *** field support by phone to try and resolve this complaint.
It was explained that there had been a company wide issue with multiple IT
systems that temporarily held up gold checks from being processed to a
numerous amount of customers. The gold check for your furnace is being
re-processed this week and should arrive in ***** business days. We can
understand your frustration and have heard your concerns about the
contractor that was out to your home. When trying to explain further, the
call was disconnected, inhibiting further resolution.
If you have any questions, or would like to discuss the matter further,
please feel free to call our solution center 24/7, 365, at **************,
or reach out directly to me at **************, and we would be happy to
help.
I apologize for any inconvenience; we look forward to hearing from you if
you have any further questions.
Respectfully,
***************************
*** Field Support
**************
Summary of resolution:
Address gold plan refund check:
The customer#s wife was told that the gold check for the furnace was being
re-processed and would arrive in ***** business days. The delay was caused
by a company wide issue with multiple IT systems that temporarily held up
the processing of Gold checks.
Address contractors that came out:
W0112234 BLUE FLAME (11/2/23)
customer had holes in heat exchanger causing systems to overheat. customer
needs new system.
******** BLUE FLAME (10/17/23)
ARRIVED AND FOUND THERMOSTAT WAS CALLING FOR A/C
WHEN SUPPOSED TO CALL FOR HEAT. MAIN THERMOSTAT IN
HOME IS WORKING PROPERLY. UPSTAIRS THERMOSTAT
MESSING UP, CHECKED WIRING-ADVISED TO REPLACE
THERMOSTAT.
Complaint closed 12/22/23Customer Answer
Date: 12/28/2023
[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:12/19/2023
Type: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.
Service ended at ****************** on September 29, 2023 (************). I moved into my new address on September 28, 2023 (************). A bill was generated for November and statement reports energy use in November, and that service had ended on November 8, 2023. I have called, waited in line for the next available caller, transferred and then hung up on, etc. eight times. On five occaisions I was successful in speaking with someone regarding my bill. On each of those five occaisions, the employee told me that they have forwarded my request to Billing to correct this issue. Each of the five representatives have stated that they see that a computer error had occurred that failed to end service on the original date. This has caused me stress. Not because it is a lot of money ($12.29), but because in principle, this should NOT happen. I could just pay it and forget about it, but that would be irresponsible, and this is a great opportunity for Consumers to get their chain of communication corrected, especially for those who may have higher balances alleged owed. I continue to get notices by email and now have a physical letter at my new address stating that the old balance is being transferred to my new account. I refuse to pay this amount because of a computer error on Consumers' part. It is ridiculous how many times I have contacted this company and still have this issue unresolved, and it has now wrongly applied the old balance to my new address. Please do not disclose my address to any other parties (including the previous landlord).Business Response
Date: 12/26/2023
CUSTOMER INFORMATION
*********************
Account Number #********9565
*************************************************************************
dates of service: 05/06/2023 09/29//2023
email: ********************
**********
INITIAL CONTACT INFORMATION
-12/19/2023 2:40pm
the following was sent via RiverStar to
email ******************** & SMS **************
Account Number: ending in 9565
Service Address: **********************************************************
Dear *******************,
Thank you for reaching out with your concerns. We have received your
complaint filed with BBB, notification number **********. 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
**********
12/19/2023 14:54:38 EST (AJPORTER)
-12/19/2023 2:****
this concern has been sent to Billing Complaints to have the moveout
backdated to 09/29/2023 and final billed.
12/21/2023 11:10:23 EST (AJPORTER)
**********
CONTACT INFORMATION - continued -
-12/21/2023 11:09am *** **
***************************
called customer ************
left message machine
informed customer that his concern/request has been completed and
backdated move out to 09/29/2023. explained I would try again to contact
him by phone, provided my phone number for contact.
12/22/2023 08:53:20 EST (AJPORTER)
-12/19/2023 3:30pm
received email from *************
The customer prefers that we communicate by way of email. He will be
unreachable by phone.
-12/22/2023 8:56am
emailed customer
Hi *************
We have backdated the move out dates for #*********565 *****************************
** to 09/29/2023, as requested. I am sorry it took so long and was such a
frustrating process. It should not have been like that.
It will take about 24 hours for the $12.29 to be removed from the current
account on ********, account #*******2412..
I am happy I was able to make this right. I am sorry you had to go to
such lengths to make that happen. I hope you have a great holiday season.
Warmest regards,
*** **
Customer Care Advocate
**********
SUMMARY OF RESOLUTION
1- Corrected move out date and billing
The move out date and billing have been backdated to
09/29/2023.
2- Balance transfer to new address
The final balance of $12.29 that was transferred over to the customers
current account has been reversed, and cancelled.
3- Being hung up on by IVR
I have addressed this situation and it will be followed for more common
occurances to see what the trigger *** be causes that for this customer
4- Delays with adjustment
Unfortunately, the billing department is in arears.
The customer is aware the correction and backdate closing his account has
been completed. He is satisfied with the outcome.
COMPLAINT CLOSED
12/22/2023Customer Answer
Date: 12/27/2023
[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:12/08/2023
Type: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.
9/8/23 - CALLED FOR APPLIANCE REPAIR ON MICROWAVE. WAS TOLD A TECH WOULD CALL/COME OUT 9/20/23 - NO TECH CALL OR VISIT; CALLED AGAIN FOR REPAIR 9/21/23 - TECH CAME OUT; DEEMED MICROWAVE UNREPAIRABLE AND WOULD LET CONSUMERS KNOW AND WE WOULD GET A CHECK FOR $125 11/20/23 - NO CHECK; CALLED CONSUMERS, SPOKE WITH *****. SHE SAID ON 10/11 A CHECK WAS SENT AND SHOULD GET BY END OF THE **** 12/8/23 - NO CHECK; CALLED AND SPOKE WITH ALYSSEA; NO RECORD OF CHECK BEING SENT AND WILL BE SENT TODAY ALMOST EVERYTIME I CALL FOR REPAIR THERE IS AN ISSUE OR NO RECORDS OF WHAT I AM BEING TOLD WHEN I CALL. WE CONSISTENTLY PAY OUR BILL FOR THIS PLAN AND I DO NOT UNDERSTAND WHY THERE ARE ISSUES.Business Response
Date: 12/15/2023
12/11/2023 13:11:58 EST (RGESCUTI)
Account number: 3582
***************************
*****************************************************-6025
Dates of service:
05/23/08 to current
I sent the following email ******************** via *********************************** Plan is not regulated by the ******** Public Service
Commission, and therefore we are unable to provide them your telephone
number or email address. In order to assist you further, they have a
special complaints voicemail box for this process. Please give them a call
and leave your name, best contact number and email address and they will
follow up shortly. The number is ************.
This was sent to *** complaints.
12/12/2023 09:13:26 EST (RGESCUTI)
This was assigned to *********************
12/15/2023 12:20:44 EST (RGESCUTI)
The following resolution was provided by ****** in our *** group:
Summary of Resolution:
Address *** # Microwave ***************** called in on 09/08/23 and the w/o #W0094018 was created for the
**'s microwave. It seems this work order got cancelled out within ************************** Bench, and the ** called in again 09/20/23, scheduling
another microwave service #W0097528. This work order has been completed
and the appliance has been valued-out due to the appliance smoking. A
value-out tag has also been added to this **'s account.
Address *** # Coverage
During the call 09/08/23, this ** was originally on the *** ULTRA CARE
GOLD with *** ALACARTE MICROWAVE GOLD (**********). The ** then upgraded
this same day after the first microwave service was created. On the date,
09/23/23, the new contract ********** became active with the *** WHOLE
**************.
Address refund # Delays
There seems to have been a delay in the submission of this gold check and
it seems the ** had been advised by the technicians that she would be
receiving a gold check. Gold checks are approved weekly by the manager of
Field Support and once approved, AP processes the check requests once a
week. From the date the check is processed, the ** should receive the
check within 15 BUSINESS DAYS. On the date 11/20/23, this is when this
agent should have properly submitted this gold check request after seeing
no payment requests had been made to the account. Instead, the gold check
GCR-******** was created 12/08/23, and this ** should be receiving it
within the next 15 business days
Customer Contact Information:
Summary of customer interaction (include dates and times spoken with the
customer)
System Notes
04/05/2021 @ 18:59:55 | KBULLEN
GOLD CASH ALLOWANCE FOR ELECTRIC DRYER REF# *********
*** IS NOT REGULATED BY THE MPSC*
Payment request ID: **********
SP Notes
04/05/2021 @ 19:06:36 | KBULLEN
0062836265 GOLD CHECK/ CLOHTES DRYER
GOLD CHECK ISSUED FOR CLOTHES DRYER $300; W/O# ******** PR# ******;
CUSTOMER WILL RECEIVE CHECK IN ***** BUSINESS DAYS
NEEDS MOTOR PULLEY AND BELT NWR - EXCEEDS VALUE
MAYTAG: M# MDG5500AWW; S# ********LE
*** Notes
11/01/2021 @ 07:51:46 | LSTEBBIN
0065368783 DP status yes/dishwasher service
No upgrade wanted at this time. Dishwasher leaking; set up work order for
tomorrow 11/2 between **** with Samaritan
System Notes
03/04/2022 @ 01:45:45 | KHAVEMAN
GOLD CASH ALLOWANCE FOR DISHWASHER REF# *********
*** IS NOT REGULATED BY THE MPSC*
Payment request ID: **********
Log
03/04/2022 @ 01:45:45 | KHAVEMAN
0066839864 GOLD CHECK/ DISHWASHER
*** Notes 03/04/2022 @ 01:47:33 | KHAVEMAN
0066839865 GOLD CHECK / DISHWASHER
GOLD CHECK ISSUED FOR DISHWASHER $300; ******** PR# ;
CUSTOMER WILL RECEIVE CHECK IN ***** BUSINESS DAYS
Heating element melted hole through plastic tub - EXCEEDS VALUE
FRIGIDAIRE: M# FGBD2445NF1A; S# TH24150882
CALLID: ********** 09/08/23 @ 9:21AM | *****************************
This ** called in and claimed her microwave was not working properly and
wasn't heating up the food like it normally would. The agent confirmed the
**'s contract was under the *** ULTRA CARE GOLD and *** ALACARTE MICROWAVE
GOLD (**********) and began creating the w/o. The agent advised that there
had been a same day availability for 10AM-2PM and 12PM-4PM. The ** then
later claimed anytime was okay and the agent scheduled the 10AM-2PM
appointment. The agent then created the w/o #W0094018 and offered the **
the *** WHOLE ************** and the ** agreed. The agent then read the
sales disclosure to the ** and gained the **'s permission to upgrade. The
new contract ********** was then created and the agent advised that her
contract start date would be 09/23/23. The call was later disconnected.
CALLID: ********** 09/20/23 @ 3:52PM | *******************************
The ** called in and claimed she called to schedule an appointment for her
microwave and was able to get it for same day, but no one contacted her
nor showed for the appointment. The agent confirmed a w/o had been created
for her microwave but the ** later claimed she needed a technician to come
out for her microwave and refrigerator. The agent apologized for the
no-call-no-show incident and began creating the w/o's for the **. The **
confirmed her microwave was not heating up the food properly and also has
been smoking from time to time and the agent did not ask what had been
going on with the refrigerator and the ** never disclosed. The agent then
created the two aggregate w/o's #W0097528 and #W0097532 and the call was
later disconnected.
CALLID: ********** 10/04/23 @ 1:08PM | **********************
The ** called in and claimed she wanted to see what *** coverage she was
covered under. The agent then confirmed the ** was covered under the ***
WHOLE ************** plan (**********) and the call was later
disconnected.
CALLID: ********** 11/20/23 @ 6:50PM | *************************
The ** called in and claimed she wanted to know the status of a gold check
that was supposed to be sent for their microwave. The ** advised that
SAMIRITAN APPLIANCE was at her home and they advised her the microwave was
irreparable so a check can be sent to her. The agent then advised she was
attempting to submit that check for her but it takes at least 30 days for
the check to arrive. The ** then claimed it's been two months and the
agent later advised that she will be receiving the check within the week
as she saw the check had been submitted in October, and the agent
apologized for the inconvenience. The call was then later disconnected.
CALLID: ********** 12/08/23 @ 12:52PM | ***********************
The ** called in and claimed she wanted to find out where her check is
regarding her microwave. The agent then asked if the appliance was deemed
and the ** confirmed it was back in September. The agent then advised she
has not seen any requests made regarding that check and the ** asked to
speak with a supervisor because she was advised on 11/20 that her check
was in the mail coming to her. The ** claimed she's been waiting over
three months to receive this check and the agent advised she was just
going to look a little deeper into the notes. The agent then came back
from a brief hold and advised that her supervisor was currently on the
line, and that they were unable to see any requests made in October
regarding a gold check. The agent then advised that the representative she
spoke with most likely did not submit the payment request, and that she
created the request for $125 and there would be a 2 week waiting period.
The ** then claimed this was ridiculous and the agent apologized, the **
later asking when they would be cutting her check. The agent advised she
created the request today and the ** claimed that was the same thing the
other representative told her and she never received the check. The call
was then abruptly disconnected by the **.
CALLID: ********** 12/08/23 @ 1:04PM | ***********************
The agent then contacted the ** back and advised her confirmation number
was #W0097528 and that is the w/o the check had been sent from. The call
was then disconnected.
GCR-******** request created by *********************** on 12/08/23 for #W0097528.
************
12/11/23 @ 5:20PM | ***************************
Admin contacted ** in an attempt to advise compliant has been received
regarding microwave gold check. Voicemail was left for the ** to call
back.
12/12/23 @ 4:08PM | ***************************
Admin contacted ** in an attempt to advise compliant has been received
regarding microwave gold check and of check resolution. Voicemail was left
for the ** to call back.
12/13/23 @ 4:35PM | ***************************
This ** has been contacted to advise we have received their complaint and
have a resolution to provide. The gold check GCR-******** has been
submitted for the **'s microwave 12/08/23, so this ** should be receiving
their $125 gold check within the next 15 business days. This complaint has
been resolved and ** was satisfied with the resolution.
**************
How are we ensuring this does not happen again for other customers?
The agent ************************* will be coached for misinforming this ** that a
gold check had already been issued for her in October when there is no
information on the account or within Endeavor explaining so, and the agent
also advised this customer she would be receiving her check within the
next 30 days when the gold check waiting period is 15 BUSINESS DAYS after
submission. This agent also did not leave any call interaction notes on
the account advising that this customer previously called in regarding a
gold check request.
The agent *********************** will be coached for advising this ** that she will
be receiving her check within the next two weeks when the gold check
waiting period is 15 BUSINESS DAYS after submission. This is what is to be
said to our customers to avoid confusion regarding estimated wait times.
This agent also did NOT grab a supervisor for this ** as requested, which
is the proper escalation process we have in place. Instead, this agent
advised the ** her supervisor had been on the line instead of grabbing
their supervisor to speak with the **.
The agents ******************************* and ********************** will also be coached on
not adding any call interaction notes onto the account when speaking with
the customer. All call interactions must be notated onto the **'s account
to advise other agents what the ** has called in about. If interaction
notes had been added to this **'s account, then we would have been able to
see when exactly this ** called in asking about her gold check. **** also
never gathered the issue going on with the **'s refrigerator when creating
the w/o.
We will remind our agents on the proper estimated wait time regarding gold
check requests. Gold checks are approved weekly by the manager of Field
Support and once approved, AP processes the check requests once a week.
From the date the check is processed, the ** should receive the check
within 30 DAYS. We will also ensure our agents are aware on how to create
gold check requests, as well as research customers' accounts to view if a
request had already been submitted. Agents will also be reminded to always
add call interaction notes to the **'s account as this is a REQUIREMENT
for all calls received.
Customer Inquiry Closed 12/12/23
12/15/************* EST (RGESCUTI)
**correction customer inquiry closed 12/13/2023**
Follow up Call
12/15/23 I called phone number ************ and left a message for ****
***** letting her know I am making a follow up call regarding her concern
she placed with the Eastern Better Business Bureau regarding the microwave
check on the appliance service plan. I said it my understanding she has
been talked to her everything is okay now. If there are any questions, she
can contact me back directly and I left my direct phone number.Customer Answer
Date: 12/19/2023
I had missed calls from the Consumers Appliance Plan on 12/11 and 12/12 and was able to speak to her on 12/13/23. I tried to explain the history of all my phone calls starting with my initial call in September for service. She said that the service tech/company isn't the one who cuts the checks. Well, no kidding! She said whoever I spoke with in November that said the check was mailed was talked to and that a check was not sent to me and that they would be sending a check out and I should receive it within 15 days. I think it was rude of her to not let me talk about the history of the situation. This call only lasted 1 minute.
I wanted to tell her that on 12/8 when I called to follow up on the check was supposed to be sent back in November, that I asked to speak with a manager and was put on hold. Then I was told that she spoke with her manager and that they were going to look over the notes and talk to whoever I spoke with back in November. Why at that point was I not connected with a manager when I asked?
On 12/15, ****** from Consumers Energy called and left me a voicemail that she was following up with my concern that I had placed with BBB and that I had spoke with the appliance plan department and that they did get everything squared away. Her voicemail was more friendly than whoever I spoke with from the appliance plan department on 12/13.
I do not expect to receive this check before the New Year.
Best regards,
***************************
Customer Answer
Date: 12/30/2023
Please check your notes. I responded on 12/19 and I can see it in the history of this message
As of 12/30, still no check from Consumers. Please advise where our check is.
Regards,
*******************;
Customer Answer
Date: 01/08/2024
1-8-24 Still no check from Consumers. Please investigate further.
regards
*******************;
Initial Complaint
Date:12/01/2023
Type: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 on 12-1-23, to ask them why they took an unauthorized payment from my checking account on ********. My husband paid the entire bill of ****** on 11-15-23, and the very next day, they took another ****** from my checking account, which they were not authorized to do so. Its been years since Ive made a payment from that account, and even then, it was a one time authorization. My husband has paperless billing, and hes been paying Consumers every month for years. Because my name is not on the account, only my husbands, they said they could not discuss the matter with me. The representative told me that in October 2022, they did away with an account holder being able to give consent for a spouse to discuss any issues with the account. When I asked her why they gave themselves consent to take money from my checking account, she didnt have an answer. The only thing she told me was that she couldnt help me. That is unacceptable, and taking money without authorization is stealing. I filed a dispute with my bank, but this will take time to resolve, and they took money that I need for other bills. When I asked my bank what I can do to make sure Consumers doesnt help themselves again, they said I would have to close my account and open a new one. Its a shame that I have to go through that, to keep Consumers out of my finances. Im hoping you can help me resolve this in a timely manner. Thank you.Business Response
Date: 12/13/2023
12/04/2023 17:48:09 EST (MNLIEBRO)
Address was not given by customer only zip code and a phone number
*************)
Account Number: ending in 0227
Service Address: ****************************************************************
Dear ***************************,
Account Number: ending in 0227
Service Address: ****************************************************************
Dear ***************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau , notification number
1069194083. 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
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: *********************
Information will be sent via SMS to: **************
12/11/2023 18:02:36 EST (MNLIEBRO)
I tried calling ***** 12/11/23 @ 3:00pm but no answer. I did leave a
message with my call back number.
***** is stating we took an unauthorized payment from her checking
account. ***** does not have an active service in her name. I was unable
to locate her husband's account because I do not know the address or his
name. I did email ***** to explain without further information I am unable
to look into her concern.
Email:
Hi *****,
I received your concern sent into the Better Business Bureau. I have
attempted to contact you by phone but regret I have been unable to reach
you.
I was unable to find the payment you are referring to as the only account
I could find in your name closed years ago and has no recent payments made
to it. If the account is in your husband's name, I would need his name and
address. I would be happy to investigate your concern for you I just need
a little bit more information.
Please feel free to contact me via phone or email and I can further
investigate the payment that was taken from your checking account for you.
Have good evening.
*****************************
Consumers Energy
Customer Care Advocate
****************************************************************************************, *************
Recap:
I was unale to get in contact with ***** and do not have enought
information to address her concern. The only account in her name closed
year ago and there has been no recent payments to it. If the account she
is refering to is in her husbands name I am unable to loacate it with out
his name or the address. I emailed ***** and let her know to reach out to
me directly with more information and I can look into her payment concern.
Complaint closed 12/11/23Initial Complaint
Date:12/01/2023
Type: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 filed a complaint yesterday and forgot to add to it that after I initially made an on line payment, I received a confirmation number and then 6 days later was informed there was an issue and my payment was rejected which caused the $15 fee. Please add this to my original complaint.Thanks ***********************Business Response
Date: 12/07/2023
12/01/2023 14:39:52 EST (MNLIEBRO)
***********************
Acct #-3751
***********************************************************************
Move in date-3/7/19-present
Customer contact info:
Phone: ************
Email: *******************
Riverstar sent 12/1/23 @ 2:40pm
Account Number: ending in 3751
Service Address: *********************************************
Dear ***********************,
Account Number: ending in 3751
Service Address: *********************************************
Dear ***********************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069169910. 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
Please do not reply to this automated message.
Sincerely,
Consumers Energy
www.consumersenergy.com
Please do not reply to this automated message.
Information will be sent to this email address: *******************
Information will be sent via SMS to: **************
12/07/2023 10:43:43 EST (MNLIEBRO)
I called **************** 12/6/23 @ 5:01pm and got his voicemail. I left a
detailed message and let him know I would be sending him an email
explanation as well.
**************** made a payment on 11/21/23 for ****** using a new saving
account he had just entered in. That payment was returned on 11/27/23
stating it was an invalid account number.
An email was sent to **************** explaining the payment was returned. It
takes 5 business days for the payment to be returned as Consumers can not
initiate the return on our end until 5 business days after the payment was
made/posted. When a payment is returned Consumers charges a ***** return
fee on the next bill.
The payment for ****** was made again by **************** on 11/27/23 and it was
made by a checking account that was newly enter online by the customer.
The checking account was just one number off from the savings account that
was incorrect. The second payment made on 11/27/23 went though
successfully.
*************** has never been late on making payments or had any payments
returned therefore I am going to have the ***** return fee waved for him.
I was unable to get in contact with **************** by phone so I did send him
and email.
Email:
12/6/2023
***********************
**************************************************
Dear ****,
I have attempted to contact you by telephone but regret that I have been
unable to reach you. I received part of your concern sent into the ************************** about a recent payment you made and a return fee that you
later received.
I investigated your account and see that the original payment that you
made for the amount of $****** on November 21st was returned, the payment
was returned from a savings account and the return reason states invalid
account number. I do see that when you made the payment again on November
27th the last four digits of the account number did change by just a
number and that payment went though.
You have always been a very good paying customer with **********************,
and I am going to have the $***** return fee reversed for you. This
reversal can take about a week to show up on your account, but I have that
process started for you.
If you have any other questions or concerns, please feel free to reach out
to me.
Have a good evening.
*****************************
Consumers Energy
Customer Care Advocate
****************************************************************************************, *************
Recap:
A payment was made on 11/21/23 with a newly entered savings account online
by the customer for ******. That payment was then returned on 11/27/23 do
to incorrect savings account information entered. When a payment goes
though a checking or savings the return can not be initiated on Consumers
end until 5 business days after the payment was made/posted. After a
payment has been returned a $***** return fee is applied to the next bill.
**************** has never had a payment returned before and always pays his
bills on time, I will have the $***** return fee waved.
Complaint closed 12/6/23
12/07/2023 11:01:49 EST (MNLIEBRO)
I do see I miss spelled ********************** name a few times. I am unable to
correct it but I do see the mistake.Initial Complaint
Date:11/29/2023
Type: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.
Moved out of **** ********** b2 ************, **. Notified them; however, I got another bill. Called to resolve, no resolution. Requested a supervisor, have not spoken to oneBusiness Response
Date: 12/05/2023
11/30/2023 14:07:47 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************-PRICE
ACCOUNT NUMBER: 0525
*************************************************************************
Dates of Service: July 19, 2023 - November 29, 2023
Email Address: ***************************
**********
RELEVANT ACCOUNT INFORMATION:
Final Balance: $79.02
*****
Usage/Billing History:
Dates Usage
Amount Billed Balance
07/19/23-07/27/23 0.0 $ **** $ ****
07/28/23-08/27/23 0.0 $11.86 $11.86
08/28/23-09/26/23 0.9 $22.26 $22.26
09/27/23-10/26/23 0.7 $20.80 $20.80
10/27/23-11/27/23 4.0 $52.52 $73.32
11/28/23-11/29/23 0.5 $ **** $79.02
*****
Payment History:
Date Amount
08/18/23 $ ****
09/14/23 $11.86
10/12/23 $22.26
*****
On 11/29/23 customer called contact center several times and it was
explained we have no record of him calling to stop service in October. A
move out was processed for 11/29/23.
At 4:46 pm a team leader called the customer and noted the following:
Customer has been properly advised multiple times. This is a
landlord/tenant dispute, and we will not get involved. Searched for prior
calls from this phone number, nothing prior to today. No contacts on the
account, and no requests from another party to start service. No changes
will be made to the end date.
*****
I checked our recorded calls as well and nothing from ************ prior
to 11/29/23.
*****
Customer also filed complaint #********** with the Better Business Bureau
on 11/30/23.
At 11:50 am I called ********************** and made him aware the supervisor he
spoke with yesterday or myself were unable to find a record of him calling
in October to stop service. He was unable to provide a different phone
number he may have called from. He admitted he thought he had contacted us
but couldn't state as positive.
After much discussion I explained if the management company called and
took responsibility back to 10/17/23 we would backdate his move out.
After speaking with ********************** the leasing agent ***********************************
for ********** North Apt called customer service to request having the
move in for them back dated to 10/17/23 for this unit. This has been sent
to Billing to be completed.
11/30/2023 15:33:15 EST (DJLOUCKS)
Account has been rebilled through 10/16/23 with a final balance due of
$11.32.
**********
CUSTOMER CONTACT SUMMARY:
11/30/******* pm
I called *************************-Price at ************ and stated I was calling him
again to let him know that the management company did call and take
responsibility for the billing from 10/17/23 to present. I explained we
have backdated his move out and he does have a final bill for just $11.32
which is for the timeframe of 9/27/23 - 10/16/23. He thanked me for
providing this resolution and for calling him again. We then ended the
call.
**********
SUMMARY OF RESOLUTION:
11/30/23
ADDRESS FINAL BILL:
Due to no record of the customer calling in October to stop service he was
billed through 11/29/23. After speaking with him it was offered if the
management company called and took responsibility back to 10/17/23 we
would backdate his move out. The management company called and the
backdate has been completed. ********************** has been sent a new final
bill for just $11.32 and he is satisfied with this resolution.
CUSTOMER INQUIRY CLOSED AS OF 11/30/2023Customer Answer
Date: 12/06/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I called them and requested to cancel service. Additionally and agent from consumers advised this was handled incorrectly,
Regards,
*************************-priceInitial Complaint
Date:11/22/2023
Type: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 credited my home electric with what should have been applied to my outside building electric account. When I tried to get it changed they would not even talk to my wife who handles all our finances and has for ********************************************** but I am hard of hearing and do not handle the bills anyway. I couldnt understand the representative so I handed the phone back to my wife and they still refused to hear the email address from her. I do not have anything to do with email so she needed to tell them so they could send a form for their privacy act that they just started. The representative would not fix the problem they created. The only reason my wife had to mail in the payment for the barn was because they made it so we would have to pay $9.95 more to make this payment to them on our account through the phone or online. We are fed up with the only electric company that we can have dictating to us what we have to pay and then adding unbelievable fees on top of the ungodly amount we have to pay to have electricity. *************************Business Response
Date: 11/30/2023
11/27/2023 15:53:22 EST (DJLOUCKS)
CUSTOMER INFORMATION:
*************************
ACCOUNT NUMBER: 9219
*********************************************************************************
Dates of Service: October **** - Present
Email Address: ****************************************
**********
CUSTOMER CONTACT SUMMARY:
11/27/23
I sent the following email and text via Riverstar:
Account Number: ending in 9219
Service Address: ************************************************
Dear *************************,
Thank you for reaching out with your concerns. We have received your
complaint filed with the Better Business Bureau, notification number
1069143447. 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
Please do not reply to this automated message.
11/28/2023 11:56:59 EST (DJLOUCKS)
**********
RELEVANT ACCOUNT INFORMATION:
Current Balance: $221.76
*****
11/22/23 - ********* *************************** was authorized on the account.
*****
12 Month Payment History:
Date Amount
12/13/22 $422.36
01/19/23 $502.18
02/04/23 $100.00
02/11/23 $575.33
03/17/23 $434.62
04/20/23 $281.22
05/25/23 $356.60
06/23/23 $217.40
07/20/23 $253.01
08/20/23 $274.58
09/18/23 $225.62
10/07/23 $264.58
10/28/23 $ 12.39
11/10/23 $300.00
11/13/23 $170.31
11/29/2023 11:52:21 EST (DJLOUCKS)
**********
CUSTOMER CONTACT SUMMARY (cont.)
11/29/******** am
I called *************************** at ************ and left a voicemail asking her to
return my call to go over their payment concerns. I also left my call
back number.
11/30/2023 08:55:44 EST (DJLOUCKS)
11/30/23 8:56 am
I called ****************** at ************ and left a 2nd voicemail asking her
to return my call to go over her concerns. I again left my call back
number.
11/30/2023 14:24:43 EST (DJLOUCKS)
Because I have not received a response I sent the following email to Ms.
******* to ****************************************:
Hi ***************************,
I am writing regarding an inquiry your husband placed with the ************************* regarding a payment. Regretfully, I have not been able to
reach you by telephone.
I#ve had a chance to review the account at ******************************************************. I
understand when you called in on 11/22/23 our customer service
representative was unable to speak with you about the account as we didn#t
have written authorization from *****. A consent form was received later
that day and is noted on the account that you are authorized so we can
speak with you going forward about the account.
In the inquiry your husband was concerned about having to pay a fee to
make payments. Our policy did change as of October 1, 2023 and if payment
is made by a credit/debit card for a residential account the fee is $2.99
and for non-residential accounts it is $9.99. The change was made due to
the rising costs of accepting credit/debit cards and to help keep rates
down. He also stated that a payment you had mailed in for a different
account was applied to this address. I would be happy to discuss this
with you and help get your payment applied to the correct account if you
would still like that done.
You also have the option of setting up auto pay on your accounts through a
checking/savings account. You can set that up online at our website at
www.consumersenergy.com if you choose and then payments would be made
automatically each month.
If you have any additional questions, please let me know.
Respectfully,
****
**********
SUMMARY OF RESOLUTION:
11/30/23
ADDRESS CREDIT APPLIED TO INCORRECT ACCOUNT:
There isn't another account attached to this business partner so I was
unable to locate the 2nd account a payment could have been applied to. I
was unable to speak with the customer but emailed them asking if they
still wanted a misapplied payment moved to a different account to contact
me.
ADDRESS PRIVACY ACT - SENDING EMAIL:
As of October 2022, we have to have written authorization to speak with
anyone besides the actual account holder. Form was filed out by the
customer and consent was added for his wife, ********* *************************** on
11/22/23.
ADDRESS AUTOPAY - OPTIONS FOR CUSTOMER:
Customer has been made aware they can set up autopay on their accounts
with either a checking or savings account if they choose.
CUSTOMER INQUIRY CLOSED AS OF 11/30/2023
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