Complaints

This profile includes complaints for We Energies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  We Energies

  231 W Michigan St Milwaukee, WI 53203-2918

  
• 

  We Energies

  700 W Sunset Rd Port Washington, WI 53074-2150

  
• 

  We Energies

  W140N9100 Lilly Rd Menomonee Falls, WI 53051-2347

  
• 

  We Energies

  4801 E Elm Rd Oak Creek, WI 53154

  
• 

  We Energies

  1830 S West Ave Waukesha, WI 53189-7468

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday November 5 at approximately ****pm my power went out due to the wind, older power poles, and extreme weight on them from all the wires. 7 poles and wires went down in the road in front of my home. There was a significant power outage that was reported to WE energies. They estimated 5pm repair. Then nothing happened. At approximately 10pm 6 WE energy trucks showed up however nothing was done as only apprentices were in these vehicles. Power was not restored. After 28 hours without power and no WE energy truck in sight, I called to get an estimate and file a complaint as poles and wires were still in the road. The customer service person told me this wasnt a priority and wasnt important. At approximately **** I received an automated call from WE stating my power had been restored when in fact not a single lineman had been out. Poles and wires were still in the roadway causing hazard and liability. Ive now been without power for 36 hours and there is no plan to restore power nor remove the poles and wires from the roadway. **************** is useless.

  

  Business Response

  Date: 11/15/2022

  During the first weekend of November a storm system swept through Wisconsin that affected nearly all of We Energies service territory.The storm brought high winds that caused significant tree and vegetation damage to our electricity distribution facilities causing nearly ****** customers to be without power. Our highly-trained crews worked around-the-clock for several days clearing dozens of dangerous hazards and restoring service to our customers safely and as quickly as possible.
  
  We know how inconvenient being without power can be, and would like to thank all of our customers for their patience during this significant storm event.
  
  We would like to note that automated ******************* calls are made after our crews indicate a service area has been re-energized.If our customers receive one of these calls and their service is still out it is imperative that they contact us immediately, as we use these calls to help identify situations where there may have been more than one cause of an outage.

  Customer Answer

  Date: 11/15/2022

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an outage since11/5/22 at ****pm Online it states that our outage was reported at 710pm which is not correct. I reported the outage at ****pm. This is ridiculous. We are now going on 18 hours without electricity. This seems to be reoccurring problem with we energies being delayed with resorting services. If you cant handle the outages maybe it would be wise to ask surrounding states for assistance. We have a well and when we have no electricity we have no water and cannot use the restrooms. Can some get back to me regarding this. Online there is no update for 8 hours. Over the last year we have had electric outages 3 times. The company needs to be proactive in this area and maybe cut down the branches around some of these lines in our village. I asked We energies 10 times to cut branches that where on the lines in our neighborhood and no one came for at least 1 year and did minimal removal. Now we are without electricity again. We cant even see to take our medication. The customer service are is rude and has no definite answers.

  

  Business Response

  Date: 11/15/2022

  During the first weekend of November a storm system swept through Wisconsin that affected nearly all of We Energies service territory.The storm brought high winds that caused significant tree and vegetation damage to our electricity distribution facilities causing nearly ****** customers to be without power. Our highly-trained crews worked around-the-clock for several days clearing dozens of dangerous hazards and restoring service to our customers safely and as quickly as possible.
  
  We know how inconvenient being without power can be, and would like to thank all of our customers for their patience during this significant storm event.
  
  We would like to note that automated ******************* calls are made after our crews indicate a service area has been re-energized.If our customers receive one of these calls and their service is still out it is imperative that they contact us immediately, as we use these calls to help identify situations where there may have been more than one cause of an outage.

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We energies authorized a payment without my consent. Charging me both my due balance and an additional 400 dollars. Company claimed that 3-5 business days and I would receive reimbursement, though its been almost 2 weeks and nothing. I would like to file for compensation as this charge was fraudulent and without consent.

  

  Business Response

  Date: 11/02/2022

  The customer made an initial payment on October 19th,2022 via her online My Account profile in the amount of her past due charges.One minute later, the customer made a second payment via the same online My Account profile for the full account balance, including the past due charges again. This resulted in a credit balance in the amount of the first payment.The customer was advised a refund request was submitted on October 21st,2022 for the amount of the credit balance less a reconnection fee of $31.00.The refund check was mailed to the customer on October 24th, 2022.

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a WI resident and 100 percent disabled Navy Veteran/Retiree. My services were disconnected because of a returned payment which I did not plan or I was not aware would happen. I had some other unplanned bank activity that impacted my account. I had a payment agreement set up but because of the returned payment my agreement was canceled. I was not aware of a final disconnection date and also received a letter that stated that I could pay the returned amount with my next bill. My complaint is that I requested a medical extension due to my multiple medical conditions and it was denied. I have a pacemaker/defibrillator that requires power to and for its transmitter. This device will keep me alive if my heart stops as it has before. I have made this request in June and it was approved, but fortunately I paid the outstanding balance and no longer needed it. How is it approved in June and not now? I asked to speak with someone to appeal the decision and to reconsider but I got the run around and was placed on hold for long periods and that is even if it was disconnected. How is this excusable? This is literally something that maintains and can save my life if needed, and I was denied. I fought honorably for my country as well as an American with a disability that should fall under the ADAA/Rehab Act. I hope that this reaches the right party to correct or assist with this matter. I am not asking to be absolved from the responsibility I just asked for an extension and for my power to be restored during that time due to my multiple health issues to include a failing heart. Thank you for your time.

  

  Business Response

  Date: 10/27/2022

  Representatives from our ******************** have been in contact with this customer prior to, and after, our receipt of this file from the BBB, and we have worked with her to have her electric service restored. We would encourage her to stay in close contact with us moving forward if any additional payment concerns arise.

• Initial Complaint

  Date:10/06/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am behind on my Electric Bill through WE Energies. I called today to set up a payment arrangement and to tell them I am going to catch up on my bill. Everything was fine they set the payment up for me and told me I needed to pay a minimum balance by the 11th of October to make payment arrangement effective. I said no problem sir may I pay you right now? He said he could not take my payment to install the we energy app and pay my payment on there I did that. When I went to submit my payment with my credit card we energies took my WHOLE BILL AMOUNT INSTEAD OF THE MINIMUM BALANCE. It never asked me to authorize the $547.51 charge I was suppose to be paying $24.31 cents. I immediately called them and asked for help from 11 am I until 5 pm tonight I was hung up on repeatedly made to wait on hold I cried begged pleaded for help to get my money back I asked to speak with many managers NO ONE WOULD HELP ME AND I NEED THAT MONEY TO PAY MY RENT. I need help getting that payment back and they honestly dont care this is THEFT. I have proof of my arrangement I have screenshots and emails of everything and no one will help me

  

  Business Response

  Date: 10/11/2022

  While attempting to make a down payment as part of a Deferred Payment Arrangement, the customer mistakenly made a payment for the full account balance via our mobile app. The customer was advised a refund could not be provided until the payment had officially posted to her account and was encouraged to contact her bank to request an unauthorized transaction.Once the payment had posted, a refund check was issued to the customer less the required down payment as part of the Deferred Payment Arrangement. The refund check is expected to arrive via mail later this week.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a letter to have our gas meter changed out due to the age. In July 2022 this was done and when we received our August 22, 2022 bill it had a charge for the reading on the new meter of ********* Use of 11 CCF (Actual Reading 8/22/2022, Set Reading 7/27/2022) as well as the reading of the old meter charging ********* Use of 103 CCF (Remove Reading 7/27/2022, Actual Reading 7/20/22). Due to this it brought our usual monthly We Energies bill of $115.00-$120.00 to $262.27 (overage of $150.00). We contacted We Energies 3 different times. First contact was on 8/29 talked to ******. He said we should pay $120.00 and that a claim would be filed and reviewed within **** days. We paid the $120.00 and on 9/12 we called again and spoke to ****** because no credits had been issued on our account. She verified the claim was still showing as being reviewed in Billing. On 9/27 we called again after receiving our September bill now showing $270.43 due and a standing of past due. We spoke to ********* who again said claim was still in billing and nothing could be done by ***************** We asked to talk to a Supervisor and was told we would receive a call back within ***** hrs. On 9/28 we received a call from ****** (Supervisor) who said the same thing we were told 3 times now and that there was nothing more **************** could do. We are going to pay our September bill but only the current charges of $126.78, not the carry over balance of $143.65 or late charge of $1.38 which is now causing our account to show as Past Due. If account was to be looked at it is clear the error occurred with the changeout of the gas meter. The last time we had gas usage close to what we are being charged for was back in February, March but never in July when hardly any gas is being used. Our April bill was $174.77, May bill was $152.34, June bill was $137.59 and July bill was $115.08. We want our account to be corrected accordingly and put back to good standing.

  

  Business Response

  Date: 10/07/2022

  
  *************** contacted the utility regarding his billing after a recent gas meter exchange.  It was discovered that an error was made when the field tech obtained the removal read.  The account has been adjusted to reflect the correct removal read and has been rebilled with the actual consumption, and any late fees have been reversed.  We apologize for the inconvenience and concerns that this situation caused. Should you have any additional any questions please dont hesitate to contact customer service at ************.

  Customer Answer

  Date: 10/18/2022

  [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 is satisfactory to me. 

  We did receive a credit from We Energies and paid the small balance due. We really appreciate your efforts in getting this matter addressed so quickly. We know it would not have been resolved without your help.

  
  

  We are satisfied and consider this complaint resolved and accept the resolution.

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:09/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was billed by we-energy for the last year each month. I PAID the bills each month too we energies. Now in September I get a bill for ****** . this is wrong on so many levels first of all I was never notified that there was a meter exchange and my bills were only estimated until I recieved the bill today and I HAD TO CALL TO FIND OUT WHY the bill went crazy. I was told they exchanged a meter in JANUARY and were not able to get actual readings until now IN SEPTEMBER and my entire last years bills was some number they pulled out of there ...... and now there like oh just kidding you actually owe us ******* plus what you paid on your previous bills. This is not how to run a business and completely unfair to the consumer. Please have this issue resolved We-energies. ITs not my fault your company can't figure out how to take readings off a meter or that WE_ENERGY installed faulty equipment that's your fault in all of its entirety .

  

  Business Response

  Date: 09/27/2022

  This customers existing electric meter was exchanged for a new meter on 11/2/21. While the new meter immediately began recording the customers electric consumption, the customer received estimated ********************** bills for several billing periods because the new meter had not yet been entered into our billing system. When the meter information was updated, we discovered the estimates were lower than the registered usage on the new meter, so the estimated bills were cancelled and rebilled with the correct usage information.
  
  While we regret this unexpected adjustment, it is required by Wisconsin Administrative Code as enforced by the ************************* of Wisconsin. We apologize for the inconvenience and would be happy to establish a deferred payment arrangement on the backbilled amount, with no interest or late charges, if additional time is needed. We would encourage this customer to contact us to discuss payment arrangement options at ************** at his earliest convenience.

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:y
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand that a new meter was installed on 11/2/2021 I don't need it explained to me what your company did to put me in a corner financially with extreme financial distress. I do think it obvious however that some education could be used on what the word several means for whoever is responsible for responding to this complaint though. As it took your company nearly a year and then basically a hey thanks for paying us every month  FOR A YEAR and without  letting me know (the customer)  , that in about a year there's a potential for a ******* bill. That is what's wrong here. ******* is a LOT of money to most of us including myself.  What happened is completely dishonest ,immoral and horrible business practice. No notice was sent to me as the homeowner in reference to your company's inability to send proper bills (nearly a YEAR later for proper bills). I was not even sent a notice nor did I request  estimated billing. I did not budget for nearly *******. I think whoever is responding to this needs to understand that waiting nearly a year for whatever reason to get proper billing to a customer is wrong .  I will have to set up a payment plan with this horrible company as I have no other choice there is no other company out there to hook your house up to as they have the monopoly on it. Nor do I have a way to check there readings are accurate. Just as a customer a suggestion to be a decent , honest, reputable company consider that in the future whether it's my house WE energy decides to put a new meter on or ANY other PERSONS house. NOTIFY them that your company cannot do there job properly in a timely fashion for proper billing as my situation was and to prepare for outrageous bills for there horrible business practice and inability to do the right thing when their company falls short. This bill should be written off as a there problem not mine!
  
  Regards,
  
  *********************This customers existing electric meter was exchanged for a new meter on 11/2/21. While the new meter immediately began recording the customers electric consumption, the customer received estimated ********************** bills for several billing periods because the new meter had not yet been entered into our billing system. When the meter information was updated, we discovered the estimates were lower than the registered usage on the new meter, so the estimated bills were cancelled and rebilled with the correct usage information.
  
  While we regret this unexpected adjustment, it is required by Wisconsin Administrative Code as enforced by the ************************* of Wisconsin. We apologize for the inconvenience and would be happy to establish a deferred payment arrangement on the backbilled amount, with no interest or late charges, if additional time is needed. We would encourage this customer to contact us to discuss payment arrangement options at ************** at his earliest convenience.

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a past due amount on my account that I wasn't able to set up payment arrangements without a thousand down which j couldn't come up with. WE Energies then sent my bill to collections. They also reported it to the credit bureaus and it's now showing up on my credit report. As of last July, I thought they weren't allowed to report utilities to the credit bureaus anymore!? Please advise me how to get this taken off my credit report

  

  Business Response

  Date: 09/27/2022

  The customers most recent account closed effective 04/14/2022. Due to not receiving any payments after the customers final bill statement had been issued, the remaining balance was turned over to a ****************** We do not directly report to any credit agencies, however,the ***************** may report the balance to any of the major credit bureaus. Since this customer does not have an active account with us at this time, she is encouraged to contact the ***************** directly to establish Payment Arrangements, if needed. The ***************** can be reached by dialing ************. If the customer were to establish service at a new location, the balance would be recalled from the ***************** and transferred to the new account.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 14, 2022 I came home about 8:30 pm to find a notice on My door that my gas was shut off and meter changed. I called and asked why and was told they needed to change meter and did so yesterday. They claimed I did not arrange an appointment to let them gain access inside my home so they forcibly shut off service and change out meter. No phone call from we energies. My bill was paid and this was NOT due failure to pay my bill. I phone at 8:39 pm and arranged to have them relight pilots and turn gas safely back on. I would be home until 10 am next morning but had to pick my grandson up from preschool in the morning before 10:15 am. Unfortunately . At 10:05 pm, I was awoken suddenly by knock, it got louder to a bang. I live alone and am a disabled woman. I literally about had a heartache from fear. I called my daughter and had her on the line while I answered door. It was we energies after 10pm. The long story short, is the man could not get my furnace back on or central air to turn back on. He left, said will ask his colleagues why? He Plans to come back (as previously arranged) before 10 am. Today. All summer it cooled with zero problems or interruptions. In addition, no problems ever with my furnace or central air until AFTER meter was changed yesterday. He had no answers for me yet and I am documenting my experience thus far. I hope today, he arrives back as previously arranged and we energies corrects these errors. As winter approaches, I need a working furnace and still was actively using my central air to cool my home. I know that these only stopped working suddenly due to the unauthorized without warning events yesterday. we energies meter removal and change and restart my gas surface. I see other complaint have happened with gas water heater not heating after meter change or furnace as well stopping for other customer. So far, ********************** has taken no responsibility, I pray they will correct & repair.

  

  Business Response

  Date: 09/16/2022

  In order to remain compliant with Wisconsin state laws,which are approved by the ************************* of Wisconsin, we occasionally need granted access to our equipment to perform routine safety inspections and equipment upgrades. In this situation, we attempted to contact the customer via letter multiple times asking for access to the gas meter and received no response. Our technician was dispatched to the property with the intent to exchange the meter, and the work was successfully performed on September 14th, 2022. While at the property, an attempt was made to verify if the customer was present to provide access to the home in order to perform the relighting of any gas appliances. Due to no response at the door, a door hanger was left indicating the work had been performed, and for safety reasons, the gas service was left off.

  
  The customer contacted us upon finding the door hanger and requested her services be relighted. The customer indicated she would need to leave by 10:00. Due to a miscommunication about time of day, the technician was dispatched immediately to arrive before 10:00PM that night. The technician was able to restore the gas service and was successful in lighting all gas appliances with the exception of the furnace. The following morning the technician returned and attempted various troubleshooting methods, however, the furnace pilot light would still not light. The technician advised the customer to contact an HVAC contractor to determine the cause of the electronic ignition not lighting, as it was confirmed gas service was successfully supplied to the property.  

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [ No, I was Never contacted multiple times. I have zero telephone messages from we energies. I paid my bill in full last month and was willing to set up a mutual agreement to enter my home.  I never expected the abrupt change of meter and zip tie loc] I called and spoke to a representative but at no time requested a visit from we energies after 10pm. It was incredibly frightening and I am a single woman living alone.  Fortunately the we energies technician was kind and he was surprised they had him come out that late. He was only following his employers instructions. We energies would like everyone to believe I never contacted them after multiple attempts? I am not a difficult person and a warning would have been nice, a phone call, or not on door by the technician who abruptly shut my gas off and changed meter. It was the morning of September 14 and **** from we energies left the shirt off notice on my door. Yet a note to call and a warning prior would have been much kinder. Its NOT a lack of a customer paying the bill. I paid it in full in August. As people have busy work schedules and I have doctors appointments almost weekly it is difficult to schedule entry inside my home. I was never not allowing them to do their jobs and am fully supportive of safety guidelines being met. The problem is they just shut it off. I never asked for an after 10pm unexpected visitor and knock at my door. In todays age its more than alarming. Thankfully I did not have a headache and the technician **** was there to help. My central air was working fine in 9/14/22 until I came home. The furnace never gave me trouble and then after **** from we energies changes meter everything stops. **** the technician could not restore  power or rather service. It was workin fine before the abrupt change and sudden stop in service. **** called Service plus and was instructed that air might be trapped. He said not the problem and did try some simple fixes. My issue is my furnace and air suddenly stopped workin completely after **** from we energies changed meter and shut off service. I have no idea what happened as I never spoke to **** that morning. I only was surprised by an after 10pm knock at door from **** who was following his employer directions.  I am upset with customer service saying I did not comply and was contacted multiple times in the response. This is not true facts and I feel the miss up proves it. As I doubt any customer wants an after 10pm unsolicited ********************** visit. It is aweful all around.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9, 2022, I submitted a request to WE Energies to move my service from an apartment in ********** to a house in Cudahy. I requested that the power be placed in my name at the house beginning March 12, 2022 and service at the apartment be ended in April. I received an email confirming my request and I assumed everything would be taken care of. However, in August, when reviewing my bills, it became clear the service was not transferred, and I was still paying for the services in the apartment I moved out of.My initial request was submitted to the WE-Energies website around August 15, and I received a response that afternoon. It generally stated that there was no request on their end. I attempted to follow-up via email with a copy of my confirmation email attached. After not receiving a response, I forwarded the email with questions about my confirmation, and I changed the subject information on August 29, 2022. I did eventually receive a response letting me know that the confirmation email was just a confirmation and that they send a letter when it is processed. This, however, did not answer why my request was not transferred. Despite trying to send several emails with my concerns on the transfer and billing, I do not have a clear answer.I have attempted to reach out to WE Energies via email numerous times, and the issue has not been resolved. I was told that I need to resubmit my request because they have no record of it. I did attempt to follow up to see why it was not processed and other concerns regarding billing.I would like to have my service transferred correctly and my concerns regarding billing addressed.

  

  Business Response

  Date: 09/16/2022

  We are unfortunately unable to locate the original move request submitted by this customer, which is the reason the request was not processed. In our communications via email, the customer has been asked to resubmit the move request form via our website or reach out to our *************************** via phone to complete the transaction. Since receiving this file from the BBB, we have also attempted to make contact with the customer via phone on three occasions and voice messages have been left in each instance. To date, we have not been able to reach the customer. An account will be established for the customer at her new home in ******, ** backdated to March 12th,2022 as she has requested. As for the service at her previous address, further discussion is needed to correctly close that account, so we would encourage her to contact us at her earliest convenience.