Business Profile
Energy Service Company
US Gas & Electric, IncHeadquarters
Complaints
This profile includes complaints for US Gas & Electric, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 16 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:11/21/2024
Type:Customer Service IssuesStatus: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.
lllinois Gas & Electric advised ***** to change my service, I received a letter from ***** stating on December 17th my service provider will be Illinois Gas & Electric. I had no contact with Illinois Gas & Electric this change was done without my consent. I have tried contacting ***** to cancel the change. Illinois Gas & Electric couldn't provide a reason why the change happened.Business Response
Date: 12/06/2024
**********************************************************
December 6, 2024
Via E-mail to *************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** ***** - Case ID # ********
Dear BBB representative:
This letter is in response to the complaint filed by ****** ***** on November 25, 2024, regarding Illinois Gas & Electric (ILG&E). In the complaint, Ms. ***** asserts concerns surrounding the enrollment of her electric account and requests cancellation.
To provide a bit of background, records indicate that on October 26, 2024, Ms. ***** was approached by an ILG&E sales agent at the ************* retail location. Ms. ***** authorized the enrollment of her electric accounts into ILG&Es 24-month fixed rate plan by completing an electronic letter of authorization (ELOA). Following enrollment, ILG&E sent Ms. ***** a welcome package detailing the terms of the agreement, as well as providing contact information for ILG&E should she have any questions or wish to rescind her enrollment.
The ELOA indicates the product selected, and that ILG&E is not the utility or affiliated with the utility. In addition,ILG&E sales agents present themselves wearing an ILG&E identification badge, and branded uniform which includes an ILG&E vest that clearly identifies the agent as representing an Authorized Retail Electric Supplier.
ILG&E records confirm that on October *******, enrollment for Ms. ****** electric services was sent to the utility.ILG&E received an acceptance from with a beginning service date of December 17, 2024.
On November 12, 2024, Ms. ***** contacted ILG&E to inquire about the enrollment and requested cancellation. Her request was immediately submitted for processing without penalty. The utility cancelled the enrollment on November 13, 2024, and service with ILG&E will not effectuate.
ILG&E is committed to maintaining the highest standards in sales and customer service, and we continuously provide our teams with extensive training to uphold these standards. We will continue monitoring our sales and customer service practices to ensure quality interactions with our customers.
ILG&E has made multiple attempts to reach Ms. ***** to convey this information; however, we have been unable to connect, despite leaving messages. We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ****************************************.
Sincerely,
********* ********************* Specialist
Customer Advocacy ServicesCustomer Answer
Date: 12/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:10/02/2024
Type:Sales and Advertising IssuesStatus: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 a victim of a sales scam from PAG&E. I live in a private community where there is no soliciting. When 2 ladies knocked on my door and asked for my electric and gas bill, I inquired why, they said they are checking to see if we are receiving gas and electric from the correct supplier. I assumed this was a legitimate concern and approved by the ********* because no sales or soliciting is allowed in my community. When I gave them my bills they said the customer charge I am receiving means I have the wrong supplier (which is a lie).I then received 3 bills under PAG&E in which my cost were $113.43 more than my usuall bills. I called MetEd and ************. I was not receiving my gas and electric from the wrong supplier. The 2 ladies from PAG&E were out making door to door sales pitches and using scams and false claims to get a person to switch their supplier to PAG&E. I still have a customer charge on my bill so that was a complete lie. I do not have to switch suppliers so that was a scam and lie as well.I have left multiple messages with PAG&E with no resolutions. I keep getting transferred and leaving messages and no response except my service has been cancelled. I want my $1113.43 in charges from PAG&E refunded.Business Response
Date: 10/16/2024
********************************
October 16, 2024
Via E-mail to *****************************************************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: ****** Kloepfer - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ****** ******** on October 4, 2024, regarding
Pennsylvania Gas & Electric (PAG&E). In the complaint, *** ******** requests reimbursement for
supply charges from PAG&E.
To provide a bit of background, PAG&E records indicate that ****** ****** (********) was approached
by an PAG&E door-to-door agent regarding electric and gas supply service on July 30, 2024. *** ***********uthorized the enrollment of her electric and gas accounts into PAG&Es 36-month fixed rate plan by
completing an electronic letter of authorization (ELOA). Following enrollment, PAG&E sent *** *********** welcome package detailing the terms of the agreement, as well as providing contact information for
PAG&E should she have any questions or wish to rescind her enrollments.
On August 28, 2024, *** ****** contacted PAG&E customer care to cancel the enrollments of her electric
and gas account; the request was immediately submitted for processing without penalty. The utility has
since confirmed a service end date of August 28, 2024, for the electric service and September 11, 2024,
for the gas service.
Based on our investigation, PAG&E concludes that the enrollments are valid, and the accounts billed in
accordance with the terms and conditions agreed to and for the actual energy usage. Therefore refund is
not warranted.
A PAG&E representative contacted *** ****** to provide the above information, however she did not
answer, multiple messages were left. We trust this information will assist you in closing the above inquiry.
If you have any questions, please do not hesitate to contact me by email at ****************************************.
Sincerely,
***** *****
Customer *********************************************************Initial Complaint
Date:07/27/2024
Type:Product IssuesStatus: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'm a victim of an energy scam(gas and electricity). A man visited us door-to-door(Wednesday, July 24, around 1:30pm) and he introduced himself as an agent from our current provider. He said he could discount our billing and he got our information on account numbers, home addresses, an email address, and a name. And I received new contracts from the company: *************************************** (***********************) through my email. But I realized this looks like a scam so I called them to cancel the new contracts (Wed, July 24, around 8:00 pm). They told me they canceled contracts but I received several welcome emails, not the confirmation email of my cancellation. I just called them again(Saturday, July 27, around 10:30pm) to make sure of my cancellation. They said they had not canceled yet and required my account numbers, address, email address, and name again. After I finished this call, they looked more suspicious. I believe this company is all a scam! What should I do?Business Response
Date: 08/09/2024
********************************
August 09, 2024
Via E-mail to ******************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: *********************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by *********************** on July 30, 2024, regarding PAG&E. In the
complaint, ********** asserts concerns regarding the enrollment of her natural gas and electric accounts with
PAG&E.
To provide a bit of background, on July 24, 2024, ********** was approached by a PAG&E door-to-door agent
regarding natural gas and electric supply services. Records indicate that ********** authorized the enrollment
of the electric account into PAG&Es 24-month fixed rate plan completing an electronic letter of authorization
(ELOA). ********** received a copy of all her contract documents in person at the time of enrollment.
Following enrollment, PAG&E sent a welcome package via email and postal mail, detailing the terms and
conditions of the chosen rate plan.
On July 27, 2024, ********** contacted PAG&E to cancel her enrollments for both the natural gas and electric
accounts. Herrequest was promptly processed, and the enrollments were immediately rescinded. As a result,
PAG&E services will not be provided; a refund is not applicable.
The ELOA indicates the product selected, and that PAG&E is not the utility or affiliated with the utility. In
addition, PAG&E sales agents present themselves wearing a PAG&E identification badge, and branded PAG&E
uniform. Given this messaging, PAG&E is unclear how ********** believed that PAG&E had any affiliation with
the utility company. Our investigation found both account enrollments to be valid.
A PAG&E representative contacted ********** and provided the information above. Additionally, PAG&E added
********** to its internal Do Not Solicit lists. We trust this information will assist you in closing the above inquiry.
If you have any questions, please do not hesitate to contact me by email at **************************.
Sincerely,
*************************
Customer *********************************************Initial Complaint
Date:07/25/2024
Type:Order IssuesStatus: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.
A representative from this company visited my home on Tuesday, July 23, 2024, requesting to see the **** Bill for gas and electricity for the apartment. The bill was handed over by an occupant who is not responsible for paying the electric bill, thinking she was working with ****. Later, I found out that I was signed up for their services without my consent. I am the one responsible for the electric bill, and I did not sign anything or personally enter my information in their system. I tried to reach out to them, but my messages were ignored. I want to report them for potential scam activities, as I have seen similar complaints on BBB. I do not want to end up billed for something I never agreed to.I would like to ask them to delete my details from their files and send me written confirmation once it's completed. Additionally, to please share information about the woman who came to my house so I can report it to the police.Thank you for all your help BBB!!!Business Response
Date: 08/02/2024
August 2, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving *******************
******************************************
Re: ******************************* - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ******************************* on July 26, 2024, regarding NJG&E.In the complaint, ****************** asserts concerns regarding the enrollment of her gas and electricity accounts with NJG&E.
To provide a bit of background, on July 23, 2024, An NJG&E door-to-door agent approached ******************** residence at ************************************************************** regarding electric and gas supply services. Records indicate that an authorized enrollment into NJG&Es 24-month fixed rate plan was performed by completing an electronic letter of authorization (ELOA). Following this enrollment authorization, NJG&E sent a welcome package detailing the terms of the agreement, as well as providing contact information for NJG&E,should she have any questions or wish to rescind the enrollment.
Our investigation found that the agent identified herself as representing NJG&E and advised that she and NJG&E are not affiliated with the local utility. NJG&E agents are unable to obtain the customers personal information or utility account number without the customer or authorized party providing such information. The enrollment verification completed states that the party agrees that New Jersey Gas &Electric will supply the electric and gas account listed during enrollment.
Upon receipt of complaint, the enrollment was immediately rescinded. NJG&E records can confirm services will not flow.
To maintain customer satisfaction, we have processed ******************** request to be added to the "Do Not Solicit" lists for future interactions with NJG&E agents.We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at **************************
Sincerely,
***********************
Customer Care Specialist
Customer Advocacy ServicesCustomer Answer
Date: 08/02/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:06/25/2024
Type:Service or Repair IssuesStatus: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.
SCAMMER alert. Hi all, please be aware of this new scammer lady who is running from door to door to enroll you in Illinois Gas and Electricity. Her name is *********************; she says she's a consultant with Illinois Gas and Electricity. She's short. She has long black hair. She wears a blue Polo. You will recognize her by her gross long nails (and accessories on her nails). She lies her way into your house and enrolls you into Illinois Gas and Electricity. What happened?She introduced herself, saying she was from IG&E and she was here to help us enroll to be aware of the fluctuating prices at ******. I asked her 4 times what are we doing, and she answered that she was just enrolling me. That it won't cost me any money. BIG LIE. She actually enrolled us with another company that has BIGGER rates per KiloWatt.She's a TOTAL scam. I was nice enough to open the door for her. I regret it.If she has already scammed you and you have enrolled, no problem; just call them, and you can rescind your contract within 10 days. This is NOT the way to sell. Lying about what you are selling is NOT the way to go.Shame SHAME SHAME on Illinois Gas and Electric. This woman SHOULD BE FIRED AND TAUGHT HOW TO SELL!!Business Response
Date: 07/08/2024
*******************************
July 8, 2024
Via BBB Portal
This letter is in response to the complaint filed by ************* on June 26, 2024, regarding Illinois Gas & Electric (ILG&E). In the complaint, Ms. *** asserts concerns involving the sale interaction during her enrollment with ILG&E.
********* was approached by a third-party door-to-door agent, representing ILG&E. Based on our investigation, the agent outlined all the sale regulations, providing the customer with accurate information. ILG&E was unable to locate an account or attempted enrollment with the information provided in the complaint details.
ILG&E prides itself in our sales and customer service teams and the ongoing training we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions we provide to our customers.
ILG&E has attempted to contact **********; however, she could not be reached. Ms. *** may contact me at ************ to discuss further.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at **************************.
Sincerely,
*******************
Customer Care Specialist
Customer Advocacy ServicesInitial Complaint
Date:04/12/2024
Type:Order IssuesStatus: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.
This company had two male subjects knock on my door while i was away and insisted that my fiance hand over the bills to my gas and electric companies while imitating another company. They made her sign some contracts under my name and change over information regarding my current contract with another company. This is Predatory behavior and will be reported to the police!Business Response
Date: 04/29/2024
********************************
April 29, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving *******************
*******************************************
Re: *********************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by *********************** on April 15, 2024, regarding PAG&E. In
the complaint, ************** asserts concerns regarding the enrollment of his gas and electricity accounts with
PAG&E.
To provide a bit of background, on April 12, 2024, *************** was approached by a PAG&E door-to-door
agent regarding gas supply service. Records indicate that *************** authorized the enrollment of Mr.
***** electric account into PAG&Es 24-month fixed rate plan of $0.715 per therm by completing an
electronic letter of authorization (ELOA). ************** received a copy of all his contract documents in
person at the time of enrollment. Following enrollment, PAG&E sent a welcome package via email and
postal mail, detailing the terms and conditions of the chosen rate plan.
On April 15, 2024, ************** contacted PAG&E to cancel his enrollment. The enrollment was immediately
rescinded. PAG&E services will not flow.
A PAG&E representative contacted **************, however he has not answered, multiple messages were left.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do
not hesitate to contact me by email at **************************
Sincerely,
*********************
Customer Care ******************************* ServicesInitial Complaint
Date:02/21/2024
Type:Order IssuesStatus: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.
The company said we signed on with them and never did. I never noticed it on our bill till they decided to charge us $167.59 for **** -Feb. How is companies can just take over our gas supply usage without permission. The middlemen should never have anything to do with fuel companies; should go back to the fuel companies doing this only.Business Response
Date: 03/14/2024
*************************************************
March 14, 2024
Via E-mail to **********************************************
Dispute Resolution Department
BBB Serving North Central *****
*************************************************************
Re: ***************************** - Case ID ********
Dear BBB representative:
This letter is in response to the complaint filed by ***************************** on March 8, 2024, regarding PAG&E.
In the complaint, ******************** asserts concerns regarding the enrollment of his account with PAG&E. He is
also disputing supplier charges.
To provide a bit of background, on July 13, 2012, ***************************** completed a recorded verification
authorizing the enrollment of ********************** gas account into PAG&Es month-to-month variable rate
plan. Following enrollment, PAG&E sent a welcome package detailing the terms and conditions of the chosen
rate plan and providing contact information for PAG&E should there be any questions or decision to rescind.
On February 20, 2024, ******************** contacted PAG&E to request a cancellation of service. PAG&E submitted
the cancellation for the gas service as requested without penalty. The utility has provided the service end
date of March 13, 2024. A review of Mr. ********* billing confirmed the increase in usage and variable rate
resulted in higher billing. Variable rates can fluctuate according to the factors outlined in Mr. ********************** As this was a month-to-month term, ******************** had the option to cancel at any time without
penalty; no re-rate is warranted.
On March 13, 2024, a PAG&E representative contacted ******************** and provided the information above.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not
hesitate to contact me by email at **************************
Sincerely,
*********************
Customer Care ******************************* ServicesCustomer Answer
Date: 03/14/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/24/2023
Type:Service or Repair IssuesStatus: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.
Date: 5/17/23 between 11 am-noon I was approached by a gentleman claiming to assist me with lowering my bill. Asked for my address, name and last 4 of Ssn. Upon further research Im lead to believe it is a scam. Asked to cancel and was told my account cannot be found.Business Response
Date: 06/05/2023
*************************************************
June 05, 2023
Via E-mail to BBB complaint Portal
Dispute Resolution Department
BBB Serving North Central *****
******/ *******/ *************
Re: *****************************- 20073428
Dear BBB representative:
This letter is in response to the complaint filed by ***************************** on May 24, 2023, regarding Illinois Gas
& Electric (ILG&E). In the complaint, ****************** asserts concerns with the enrollment of her electric
account with ILG&E.
To provide a bit of background, on May 17, 2023, ****************** authorized the enrollment of her electric
account into ILG&Es 24-month fixed rate plan by completing an electronic letter of authorization
(ELOA). Following this enrollment authorization, ILG&E sent ****************** an enrollment confirmation
email to the email address provided (the same email address provided in the complaint) during enrollment
detailing the terms of the agreement, as well as providing contact information for ILG&E, should she have
any questions or wish to rescind her enrollment.
Upon receipt of the complaint, ILG&E immediately submitted a customer drop request to the utility for
processing; the utility has since confirmed a service end date of June 14, 2023, which was the original
service start day, so service did not flow.
Further investigation revealed the assisting agent, during Ms. ******** enrollment, was not a door-todoor salesperson, but a retail agent working in a retail location, and was wearing identifying USG&E
apparel. ****************** approached the agent, inquired about electric services, and willingly enrolled into
the plan above on her phone. No sensitive information was provided to the agent during the enrollment
process. ILG&E prides itself in our sales and customer service teams and refutes Ms. ******** account of
events.
ILG&E has made several attempts to speak with ****************** to provide her with the above information,
however she could not be reached, and messages were left. We trust this information will assist you in
closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at
**************************
Sincerely,
*************************
Customer Care Specialist II
Customer ******** ServicesInitial Complaint
Date:03/30/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up with Illinois Gas and Electric as the supplier for my electric service on 1:4/23. However when I read about their pricing, I changed my mind because my bill would be more. I sent an email to cancel my service which says there is no penalty on 1.4/23. Illinois Gas and Electric did not reply. I called the company to cancel on 1/5/23 and was assured the services was cancelled. I received my *********** for ***** and Illinois Gas and Electric is still my supplier. My bill was significantly more. I called again on 3/25/23 and the agent says that she doesnt know what happened and will put in another case for cancellation. Meanwhile, ** required to pay this bill even I cancelled within the terms of service. Also, I never received s cancellation email or letter in the mail. I think the company practices fraudulent tactics. I need help because I cannot continue to pay a higher bill. I also dont think I owe them anything in regard to payment.Business Response
Date: 04/12/2023
April 12, 2023
Re: ***************************
This letter is in response to the complaint filed by *************************** on March 30, 2023, regarding Illinois Gas & Electric (ILG&E). In the complaint, ****************** states that her initial cancellation request did not effectuate.
To provide a bit of background, on January 3, 2023,****************** was approached by an ILG&E door to door agent regarding electric supply services. Records indicate that ****************** authorized the enrollment of her electric account into ILG&Es 36-month fixed rate plan by completing an electronic letter of authorization (ELOA). Following this enrollment authorization,ILG&E sent ****************** a welcome package detailing the terms of the agreement, as well as providing contact information for ILG&E, should she have any questions or wish to rescind her enrollment.
ILG&E records show that ILG&E initially submitted a cancellation request that was rejected by the utility. An additional cancellation was submitted on March 25, 2023. A service end date of April 25, 2023 was provided by the utility. To maintain customer satisfaction, a re-rate was submitted in the amount of $18.97, which covers ****************** billing cycles to date. ILG&E will conduct an additional analysis for the final billing cycle.
On April 6, 2023, an ILG&E representative contacted ****************** to provide the above information. ****************** was satisfied and thankful for the information.
ILG&E prides itself in our sales and customer service teams and the ongoing training we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions we provide to our customers.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at ***************************Initial Complaint
Date:11/06/2022
Type:Billing IssuesStatus: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.
From August of 2022 to November 2022, my electric bill has been inconsistent and charges are not accurate as well as there being miscellaneous charges. I canceled with the company in September. Viewed my bill for October and bill has weird messaging along with charges that are wrong. Now in November charges is forward after noticing finally they are no longer my supplier but charges are wrong.Business Response
Date: 02/06/2023
Business Response /* (1000, 5, 2022/11/16) */
Contact Name and Title: Andre T*******
Contact Phone: 9728684545
Contact Email: [email protected].
6555 Sierra Dr, Irving, TX 75039
November 17, 2022
Via E-mail to BBB complaint Portal
Dispute Resolution Department
BBB Serving Chicago and Northern Illinois
121 W Wacker Dr. Ste 2000, Chicago, IL XXXXX
Re: **** ************** - XXXXXXXX
Dear BBB representative:
This letter is in response to the complaint filed by **** ************** on November 7, 2022, regarding Illinois Gas & Electric ("ILG&E"). In the complaint, Ms. ************** asserts concerns with his billing.
To provide a bit of background, on May 26, 2022, Ms. ************** authorized the enrollment of her electric account into ILG&E's 36-month fixed rate plan by completing an electronic letter of authorization ("ELOA"). Immediately following this enrollment authorization, ILG&E sent Ms. ************** a welcome package detailing the terms of the agreement, as well as providing contact information for ILG&E, should she have any questions or wish to rescind her enrollment.
ILG&E conducted a full review of Ms. **************'s billing and can confirm that her account was billed in accordance with the terms and conditions agreed to at the time of enrollment. On September 18, 2022, Ms. ************** contacted ILG&E to request cancelation; her request was immediately submitted for processing. Services ended effective October 10, 2022.
On November 17, 2022, an ILG&E representative attempted to contact. Ms. ************** to update her on the outcome of her complaint. She could not be reached, and a message was left. Ms. ************** may contact Andre T******* directly at (972) 868 - 4545, should she wish to further discuss the outcome of her complaint.
We trust this information will assist you in closing the above inquiry. If you have any questions, please do not hesitate to contact me by email at [email protected]
Sincerely,
Andre T******* - Customer Care Specialist II
Customer Advocacy Services
US Gas & Electric, Inc is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
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