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Description

This firm is a utility featuring gas, electric, steam and water.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that We Energies meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for We Energies include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 106 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

106 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 65
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 37
Total Closed Complaints 106

Customer Reviews Summary Read customer reviews

11 Customer Reviews on We Energies
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: May 14, 1990 Business started: 01/01/1896 in WI Business started locally: 01/01/1896 Business incorporated 06/26/1981 in WI
Type of Entity

Corporation

Business Management
Ms. Kerrie Hintz, Expediting Clerk, Customer Operations Mr. Gale Klappa, Chairman/CEO Ms. Tracie Kuehl, Sr. Team Leader, Customer Care Centers Ms. Joan Shafer, Senior Vice President, Customer Services Ms. Jody L. Wire , Director - Customer Care Centers Mr. John A Zaganczyk, Vice President Customer Service
Contact Information
Principal: Ms. Kerrie Hintz, Expediting Clerk, Customer Operations
Principal: Mr. Gale Klappa, Chairman/CEO
Customer Contact: Ms. Tracie Kuehl, Sr. Team Leader, Customer Care Centers
Related Businesses
Wisconsin Public Service Corporation
Business Category

Electric Companies Natural Gas Companies Electric Power Distribution (NAICS: 221122)

Alternate Business Names
WEC Energy Group Wisconsin Energy Corporation

Customer Review Rating plus BBB Rating Summary

We Energies has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 231 W Michigan St

    Milwaukee, WI 53203 (800) 242-9137 (800) 932-6546 (414) 221-2345

  • 333 W Everett St Ste A154

    Milwaukee, WI 53290

  • PO Box 2046

    Milwaukee, WI 53201

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RECEIVED A BILL FROM WE ENERGY FOR 11 MONTHS OF BACK PAY FOR A SO CALLED FAULTY METER ! WE CONTACTED WE ENERGY ASKING WHY THE BILL WHY THE BILL WAS SO LARGE ? ANSWER SLOW METER . THEN ASKED WHY A MONTHLY BILL WAS SENT TO US AND PAYED BY US. THEY STATED METER WAS READ MONTHLY AND THEY FOUND BILL DID NOT MATCH LAST YEARS BILL. ! ****/*** THEN STATED WE HAD MANY NEW APPLIANCES & THAT FROM MAY 1 TO OCTOBER 1 WE LIVE IN OUR SUMMER COTTAGE AND ONLY CAME HOME 4 DAYS A MONTH. ( VILLAGE OF KIMBERLY ALSO QUESTIONED WATER BILL STATING CONSUMPTION WAS LOW & WE HAD FAULTY METER ) WE STATED SUMMER AWAY & FINE ! FOR THE RECORD ****/*** WENT OFF BUDGET PLAN YEAR BEFORE WITH WE ENERGY BECAUSE OF RETIREMENT & SUMMERS AWAY ! THE PROBLEM IS WHY IT TOOK 11 MONTHS TO GET BILL FOR A SLOW METER IF IT CHECKED MONTHLY ? WHY NOT FIXED IF THERE WAS A DISCREPANCY IN USAGE AND WAIT 11 MONTHS TO INFORM US ? ALSO IF ****/*** IS GONE 6 MONTHS OUR POWER USAGE WOULD CHANGE BECAUSE OF NO OCCUPANT ! I FEEL WE ARE BEING TARGETED TO PAY FOR THERE FAILURE OF MAINTENANCE / LACK OF EXTRA MONEY FROM BUDGET PLAN AND PAYMENT ADDED FOR PEAPLE NOT PAYING BIL

Desired Settlement: THE BACK PAY AMOUNT IS OUTRAGES ! THEY OFFERED $60 REDUCTION ON A $1200 BILL BECAUSE OF NEGLIGENCE OF WE ENERGY IN METER READING AND MAINTENANCE OF PRODUCT ! ( NO ONE SHOULD GET A BILL 11 MONTHS LATER (IF THE METER IS READ MONTHLY) AND HOW CAN ENERGY BE USED WITH NO OCCUPANTS FOR 6 MONTHS ! COME ON THEY HAVE TO OWN UP TO THERE MISTAKES AND MAKE AJUSTMENTS

Business Response:

All publicly regulated utilities in Wisconsin are required by the Administrative Code, as enforced by the Public Service Commission (PSC), to rebill estimated usage for up to two years in the event of a metering inaccuracy. This is to ensure that a customer whose service is inaccurately billed does not pay less, i.e. at a lower rate, than a customer whose service was billed accurately.

At the Wildenbergs’ request the PSC has opened a file regarding this matter. The rebill is currently under review to verify We Energies calculated the information as fairly and accurately as possible. If the PSC determines the rebill was fair and accurate we would be happy to establish a deferred payment arrangement (DPA) on the remaining balance. If, however, the PSC determines the rebill should be adjusted, up or down, we will rebill the account accordingly. Again, if needed, a DPA can be established after any adjustment is completed.

3/29/2016 Billing/Collection Issues
3/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2014, we came upon hard times to pay electric bill. My boss was kind enough to lend me the money to pay this bill in FULL at $3,456.00. Included in this bill was a deposit amount because of the overdue payments totaling $892.00. I have been diligent on paying the bill in full every month and on time. I contacted We-Energies today in regards to the deposit amount and when I can expect to receive a check for the amount. They stated that due to a "late" payment, I can expect to receive my deposit after December 2016. This is just not right. I want my deposit back and I want it now. I pay my bill every month, and for them to say that recent late payment will push back my deposit til Dec. 2016 is ridiculous. My bill is paid every month. This is not right for this company to do this to people. If there was another electric company, I would be using them and not these people.

Desired Settlement: I want my $892 deposit check within 30 days.

Business Response:

Due to Mr. ******’s lack of payments during the winter moratorium (No payments during the period from October 2, 2013 – June 11, 2014) resulted in a deposit being accessed to his account on December 29, 2014.  The purpose of the deposit is to change the customer’s payment habits.  Paying the balance in full and on-time monthly has a positive effect on their credit report and avoids additional late payment charges.

The deposit refund history begins from the date the full deposit is on hand eligible to be refunded by paying the balance due in full and on-time payments for 12 consecutive months.  This includes no more than one late payment. With each additional late payment the refund date is extended until 12 consecutive on-time payments are received. 

The account balance was paid in full on April 16, 2015 and the Deposit Receipt letter was mailed to Mr. ****** outlining the guidelines necessary for the deposit to be refunded.  With timely payments the deposit would have been refunded after paying his April 2016 bill in full and on-time.  However, Mr. ****** neglected to make another payment until June 4, 2015, making partial payments.

Since April 16, 2015 there have been a total of 6 late payments.

The account has been paid in full since 12/31/15.  At this time the projected refund date will be January 2017.  Going forward Mr. ****** is required to continue to pay his account balance in full and on-time for the deposit to be refunded.   Should there be any additional late payment charges the refund date will continue to be extended.

To better help with his utility costs enrolling in auto pay or our budget program may be options that will help manage his utility costs, ensuring the payments are paid on-time. The budget for the residence is currently $194.  Also enrolling in APP is easy and simple and can be completed through our website with Mr. ******’s My Account login.

Tell us why here...

Consumer Response: When payment was made with deposit, I was told that the deposit would be refunded in 12 months as long as the bill was current at the end of that 12 months. I was NEVER sent any "rules" in regards to getting the deposit back. This is just plain theft. I may have made a late payment, or did partial payment, but you have received ALL of your money as of this point, so why can't I get back my money. This is ridiculous.

Business Response:

PSC 113.0402 Deposits residential.

(4) EXISTING RESIDENTIAL SERVICE. (a) A utility may require

a cash deposit or other guarantee as a condition of residential service

if any of the following circumstances apply.

(7) AMOUNT OF DEPOSIT

(c) If, during the cold weather disconnection rules period, a

customer had an arrears amount incurred during this period that

was 80 days or more past due and had the ability to pay for utility

service, the deposit may not exceed the highest actual gross bills

for any 4 consecutive months within the preceding 12 months

review period, as determined by the utility.

(10) REFUND. The utility shall refund the deposit of a residential

customer after 12 consecutive months of prompt payment.

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

3/12/2016 Billing/Collection Issues
3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a monthly billing statement January 26th 2016 showing that I had an unknown past due payment amount of $526.66. On Monday February 1, 2016 I schedule an online payment of the full amount due on the WE-Energies My Account website for $526.66. After scheduling the payment, I received an email confirmation of the scheduled payment. Then on February 26th I received my February monthly statement stating that I had not made any payments and that my account was >30 days past due and was reported to the my credit report. I tried contacting We energies to inquire about the error of my payment from February 1 for the full amount due, but they were closed. I immediately logged into the We Energies My account and made a 2nd payment for the $530 to cover any potential past due and bring my account current. I was not aware that the scheduled payment from February 1 had not posted, even though I received confirmation from We Energies that the online payment had been processed and scheduled. I spoke with We energy customer service on Monday February 29th and they informed me that they did not receive the online payment and the negative reporting to the credit agencies was correct. Even though I stated I had received an email confirmation of the payment and had copies of the online website transaction through my computer browsing history. I then spoke with a super visor (******** *******) and she would not correct the missing payment and reverse the negative reporting to my credit reports. I then sent copies of the email that I received on February 1 showing that I had indeed scheduled the online payment for $526.66 to bring my account to zero balance and in not past due. They were not able to explain how a payment could be scheduled and email confirmation sent to a customer, but still report negative account information to the credit agencies. I made all full faith efforts to pay my account as agreed and the second I saw there was a past due amount, I paid the account in full

Desired Settlement: I would like We engergies to reverse the negative reporting of this instance to the major credit agencies (Equifax, Experian, and Trans Union to reflect that there was no 30 days past due payment to my account and that the account is in good standing

Business Response:

Mr. ***** contacted We Energies regarding an un-posted online payment that resulted in a negative credit report, due to the account balance being more than 60 days past due. Our customer service manager escalated his concern to the IT Department. After investigation we were unable to verify Mr. *****’s payment from January, but have been able to resolve his concern to his satisfaction.

Tell us why here...

Consumer Response:

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.

Thank you for double checking my account and response.  I spoke with an account supervisor to resolve the issue regarding the unposed online payment.  we were able to resolve the issue and they informed me the negative credit report for late payment would be removed from my account and reversed with the credit agencies as of Friday March 3.   They confirmed that they update all accounts each friday.

I double checked all credit agency reports and the negative reporting by WE energies on my account is still present.  I would greatly appreciate any help you can to confirm that the negative information for payment has been corrected with the credit agencies or when this will be corrected as agreed

thanks you, 
*******

Business Response:

Mr. ***** We Energies sends credit information to the Credit Bureau every Friday. The Credit Bureau agencies have 60 days to process the information received from the utility.

If after 60 days from the date the information was forwarded to the Credit Bureau, and your report has not been updated, it is suggested you contact the agencies directly.

TransUnion         ###-###-#### or www.Transunion.com             

Experian             ###-###-####

Tell us why here...

Consumer Response: [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,

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

3/4/2016 Problems with Product/Service
2/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November, 2015, I received a notice that my services would be shut off. The notice sent to my address with no name, simply a generic greeting. I had not received this before, that I noticed, but I will state that since this did not have my name on it, I may have overlooked it. Evidently, there was a balance growing since the purchase of my home in July, 2014. The kind women I spoke with said it “must have fallen through the cracks” and should not have accumulated such a balance without a shut off. This implied that We Energies clearly did not reach out as they should since the entire account had “fallen through the cracks”. When I purchased the home, I was advised all utilities were placed in my name. I am new to We Energies so I did not think anything of this (my prior home did not utilize the same types of utilities). If it fell through the cracks, I find it difficult to believe that information was indeed being sent to my home to properly notify me. I am very surprised, since if I were to voluntarily neglect paying a utility balance elsewhere, it would not be allowed active and unpaid for nearly one and a half years. I attempted twice since November, 2015 to speak with someone. I was assured I would receive a call back from a billing group; however, I ended up reaching out once again on February 3rd via email. I was asked to please call. I spoke with ***** in the billing/collections area who advised the full balance would be owed and could be paid over time. She was very kind; however, there is no responsibility being taken with this either. It can be very shocking to owe a large balance, even if added onto a regular monthly bill. Consumers should be protected from this in one way and at least worked with on a balance from a company that has done a poor job in returning communication to rectify a situation over many months. Also, I find it very odd that a utility company would allow 1.5 years of billing and never shut the utility off, yet state letters are sent and efforts are made to work with someone. Clearly they were not when email/phone attempts were not always returned

Desired Settlement: I wish to work on this balance with We Energies with a credit or reduction in place. Placing several hundreds onto the account to even begin a payment plan is unrealistic.

Business Response:

We regret the misunderstanding and resulting miscommunication regarding responsibility for gas service at Ms. ********'s home. After receiving this concern from the BBB we spoke with Ms. ******** and an agreeable deferred payment arrangement has been established on her new account. She agreed to call back with any additional questions or concerns.

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

We Energies Customer Assistance

2/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called We Energies in regards to having a added charge of $683 they say it is a deposit because I was past due about 6 months-yes I am at fault however, I did have many complications in the past where I couldn't pay and now I owe $715 plus the $683 which is $1500-they said I can set up payment plan but if I default I would be turned off!!!!Also I really can't afford the $715 already and I am waiting on my tax money to bring them current but now I don't know what to do about the other $683 that I didn't even use yet-they say that I would it get it back next year at this time with interest- if I am current!!!! I don't have extra money- Why do they have to charge a deposit and isn't the late charges enough!!!! I am really trying to get things back on track however this is really pretty much not good!!!

Desired Settlement: To drop the deposit!!!!

Business Response:

We do not disconnect electric or gas service for non-payment during the five-and-a-half months between November 1st and April 15th. This period is referred to as the winter moratorium. Customers who do not pay during the moratorium are at risk of being assessed a deposit based on the four highest consecutive bills in the past 12 months. To avoid deposits we encourage customers to keep their accounts current through the winter.

Last winter (2014-2015) Ms. **** made no payment toward her account between 9/19/14 and 4/22/15. During that time her account balance went from zero to over a thousand dollars in arrears. After the moratorium ended Ms. **** failed to establish a deferred payment arrangement (DPA) and did not bring the account current. A letter was mailed on 11/6/15 advising that if the account was not kept current or in an active DPA during the moratorium, a deposit would be assessed.

As of today, February 12, 2016, Ms. ****’s last payment posted to her account on 10/2/15. Because she did not keep the account current during this year’s moratorium, a deposit of $682 was assessed and included on the 1/27/16 bill. We are willing to review Ms. ****’s income to determine if she is eligible for a low-income deposit waiver, and we encourage her to call to discuss the information needed. If she is not eligible for a waiver we are still willing to establish a DPA on the deposit and arrears.

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

We Energies Customer Assistance

Consumer Response:

We Energies:

I am not happy with what you stated because as follows:

1)  I never received back in November that you were going to charge me an additional charge (deposit) of $683.

2)  I am already struggling to make "things" work because of life....such as car broke down, such as my husband getting hurt at work..... and then to add an additional charge is really robbery!!!!   And isn't that what late charges are for?  

3) My husband already makes a tad to much to have emergency help.

I would like we engergies to drop the deposit-   because even tho I can set a payment arrangement what happens if something else happens (hopefully it doesn't) but that is life and then we energies can shut us off-

Business Response:

Our records show that the letter explaining the possibility of a deposit was mailed the morning of 11/6/15 and was not returned to us as undeliverable. If Ms. **** has been having difficulty receiving mail we would encourage her to contact her local post office.

The possibility of late payment charges is meant to encourage on-time monthly payments. For the second winter in a row, however, late charges alone have not been enough for Ms. **** to make any payments during the moratorium, and her arrears are already $150 higher than they were at this time last year. Based on this information we are not willing to waive the deposit.

Deposits are assessed to provide incentive for on-time monthly payments. Once the deposit is fully on hand it is held until twelve on-time monthly payments in a row have been made, after which the deposit is refunded, plus interest. If Ms. **** cannot pay the full deposit amount at this time we would again like to encourage her to contact our Customer Care Center at ###-###-#### to establish a deferred payment arrangement.

Consumer Response:

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.

I am having problems-If you think I can't afford my past due bill ,how am I going to afford the deposit!!!!!  And I can't afford to have $683 on hold for a whole year nevertheless, a month or a day!!!!  And what happens if I default again it will take longer for me to get this deposit back, so if I have car problems or something else, like life happens, and we don't have any food in the house I will have to pay WE engergies and not go to work and not eat.

I am so upset about this. Because I really was not aware of this deposit because I did make a payment in the late October.  I still want this deposit dropped!!!!

Regards,

**** ****

2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been living at this address since October 1,2014. In February 2016, I get a call that I have been billed the incorrect billing because my gas was not hooked up properly. After I have worked so hard to get all the necessary paperwork to apply for energy assistance, I finally get approved for close to $400.00, which was wiped away when We-energies decided to correct their problem be rebilling me from October 2014 until now adding another almost $500.00 to my bill. I get a so called courtesy call from a **** ****** advising me that they made a mistake for a year and they must correct it by having me pay for it. Way to kick a person who is already down. I need assistance I can't afford to pay for WE-Energies mistake.

Desired Settlement: Please correct your mistake.

Business Response:

Ms. ******** resides in the lower unit for the property located on 66th St.   When the tenant in the upper unit moved out the owner was placed on service.  After receiving a larger than expected gas bill for a vacant unit, the owner contacted the utility to investigate.

A field investigation was completed, confirming a gas meter interchange; the upper unit was being billed for the lower unit’s gas consumption and the lower was billed for the upper’s consumption. When a situation like this is discovered We Energies is required by the Public Service Commission to correct the billing, so that each customer is billed for their actual usage, the utility is not allowed to cancel the billing.

Ms. ********’s was account was rebilled to reflect her actual consumption, back to her start service date (10/01/14).  All of the prior gas bills were cancelled, payments credited and the account rebilled for her actual consumption.

We apologize for the situation and encourage Ms. ******** to contact our customer service department to establish an extended pay agreement to help with the additional billing.

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The tenant who resided upsatirs moved out September of 2015. There is no reason that WE Energies would need to go all the way back to October 2014 to correct a mistake they made. As I stated to ****, I did not hook up my own gas or electric and the technician employed by them should be competent enough to do so. If it was incorrectly operating in 2014 then it had to have been before I moved there also and no one else's bill has been affected by mine. I am already having a hard time keeping up with this bill which is wasted money and to have another almost $500.00 dollars added because of a major companies error is unethical. I'm not asking for free services, I'm asking for WE Energies to admit there mistake and not push the cost off on me. If there was an issue I can see going back to the begining of this year but not almost one year and a half ago. WE-Energies is only doing this because there is no competition for them in the market so they prey on people to make up all the money for mistakes they have made. When **** ****** called me as a "courtesy," she should have been say we made an error and have corrected it going forward, not we made an error and you must pay for it. Where is the customer service? Please take off the extra money on this bill because it was already paid in 2014. Why would I be paying again for services a year ago?

Regards,

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

Business Response:

As I previously explained we are required to rebill to correctly reflect each customer’s actual consumption and are not allowed to cancel the billing.  Each customer must be billed for their usage. Ms. ******** was rebilled from 10/01/14 to present.  The rebilling was not just for Ms. ********, in fact, the prior tenant to Ms. ******** was rebilled, as were the customers of record for the upper unit.

We can appreciate Ms. ********’s situation and it is never easy to receive a bill for additional usage.  However, we are required to correct the error and are willing to work with Ms. ******** to establish an extended pay agreement to help with the additional billing, as well as her past due balance.  Ms. ******** is encouraged to contact customer service at her earliest opportunity.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

How is it ethical to CHARGE A PERSON FOR YOUR MISTAKE THAT YOU FOUND ALMOST 2 YEARS LATER?

Regards,

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

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contact We Energies several times They want me to pay $163 every month I get 816 every month My rents 575 I get SSI Every month that I paid $163 I can't afford it My monthly billing plan is $133 They said I had credit in my Account These people don't want to work with me at all I get 816 every month. Ask these people could do work with me And they refuse to. I need help. They sad I have a credi And I refuse to use it

Desired Settlement: Fix the payment agreement I want to pay $133 I apply my credit to my bill

Business Response:
Ms. ******* *****’s account was enrolled in budget billing ($133) that included a monthly installment of $30 for a total amount owing of $163. When enrolled in the budget program there is a set monthly amount,  based on the customer’s 24 month average usage history.  Budget is an option that is offered to customers to help them manage unexpected heating or cooling expenses while paying a set amount each month.  Any difference (debit or credit) between the budget and the actual bill amount is set on the side as a “settlement balance” and will adjust monthly depending upon the bill amount. 

Whenever there is a credit in the settlement balance the customer is allowed to use that credit towards their monthly bill.  There is no set enrollment period to remain on budget and the customer may choose to terminate budget at any time, with the understanding should there be a debit amount in the settlement this balance is brought forward and considered due, same if there is a credit this is applied towards the account.  With a debit amount an extended pay agreement is always an option that is available if the customer is unable to pay the balance in full.

Upon reviewing Ms. *****’s account it appears that she has spoken to a customer service representative who, at her request, terminated her budget, bringing forward any credit from her settlement balance.  The remaining account balance has been setup in a DPA to be billed in a monthly installment along with her current charges.  The budget program is always available should Ms. ***** decide to re-enroll into the program.

11/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My family and I moved into our current residence July 2014. I contacted WE Energies prior to moving in and set up services through them. In May 2015 I received a disconnection notice that included a bill statement with an almost $4000 balance. A relative was for a temporary time living with myself and my husband. His one responsibility was the electric bill. So I was assuming this bill was because of nonpayment on his behalf. I immediately called WE to discuss my options. They told me that a small part of the past due amount was from my current residence but most of it was from services I had at a previous residence nearly 5 years ago! Which I had no clue arrears existed. Also I'm being told this 10 months after I turned new services on. My options according to them were limited...I had 2.. Either pay entire past due amount of nearly $4000 or pay a partial payment of $900 and enter into a pay agreement. I had no gripes about owing this money. I understood regardless of my situation my name was listed as responsible party. So I set up the payment arrangement. In late June when I didn't receive my bill in the mail around the time I was expecting it I called WE. In short I was told check with my post office and you've called too late your bill payment was already due. So now you will have to pay $440 in partial payment and enter into yet another agreement or be disconnected. So once again I paid a lump sum of money that I couldn't afford and entered into the agreement. So now it is October the last two situations happened at least 2 more times. After doing some digging the one and only helpful WE representative found out that I wasn't receiving my paper bills because I'm signed up for paper billing. Until recently I didn't even have an email address to even be able to set up an option like this. Since May I have been gut wrenching stressed about this situation. I have a disabled husband who cannot work along with a teenage daughter. I work almost 70 hours per week to support my family. I've gotten what very little government assistance towards this utility bill that I can get. I've expressed to WE that I can't afford this huge partial payment but I can swing the past due payment monthly. There only answers have been there's nothing we can do. Most recently they wanted $700. I was able to get a 21 day disability extension due to my husband, but then I had to choose between basic necessities like food and this $700 to avoid disconnection. I was able to come up with $400 and because that was not satisfactory for them I had too borrow the other $300. Today I called and the representative told me because I didn't call back after paying the $700 I was due to be disconnected today. Even though the prior representative never told me I had to call back. So thank god I called just to make sure everything was good now. I feel like some of my rights are being violated per rules and regulations of this company. Such as individuals who fall 200% below poverty level shall not have to pay deposits or partial payment to enter agreement and another rule that I cannot be disconnected because of a past due account that is over 6 months old when customer was unaware of balance. Why did it take 10 months to notify me of a previous outstanding bill? Why was I never sent one piece of mail in about 5 years notifying me of this balance and why was I not even informed of it when I set up my current services? Why was I not told of my option to contact *** if I can't afford these arrangements. I found out about *** through my own research and just this morning filed a dispute with them over these matters and now waiting for a response. I'm at a loss for what to do and am in constant fear of disconnection!

Desired Settlement: I just want first and foremost for the employees to be educated in their employers rules and regulations. Several were broken in regards to my situation. I also don't believe that the arrears from my previous residence should have been combined with my current account. Not when there were several times that I could have been notified of it over the course of years! I simply want to be on a pay agreement for any arrears at my current residence and my previous account with arrears should be separate and not effect my current account because they failed to ever inform me of any of it. I don't want to have to call several times every month and explain my entire situation to every csr I speak with just to get told I have no options!

Business Response:
******** ***** resided at **** * ******** **** *********** ** ***** from 6/01/10 – 04/21/11.  The owner called, explaining that the tenant was no longer at the property and service was taken out of Ms. *****’s name as of 4/21/11, leaving a final outstanding balance in the amount of $1,976.12.  There was no contact from Ms. ***** regarding the balance and it became a delinquent account.

New service for Ms. ***** was re-established at 9123 W Howard Ave as of 7/01/14. In May 2015 a third party attempted to place service into their name, however, their request was denied.  While reviewing the account the final unpaid balance was discovered and transferred to Ms. *****’s Howard Ave account, making the balance due along with current charges.

With the new balance on the account Ms. ***** was given several options to avoid interruption of service, one of them applying for EA, with approval being allowed to pay a reduced down payment.  Ms. ***** was approved, made the requested down payment and an extended pay agreement was established. However, Ms. ***** failed to keep the terms of the arrangement, in addition to multiple other payment plans, resulting in the utility requiring a significant down payment each time to re-establish an agreement.

Again, Ms. ***** failed to keep the arrangements, resulting in a disconnection notice with her 09/04/15 bill.  She did take advantage of a 21 day medical extension, which expired on 10/13/15, allowing her additional time to make the requested down payment.   Ms. ***** made two payments totaling $700; however, one payment was returned NSF, resulting in the agreement being terminated.   A new bill is scheduled to process on 11/04.

With regards to Ms. ***** having an e-bill statement only, this is something that she established through her financial institution.  Part of the enrollment process is agreeing to accept a paper-free bill. Should Ms. ***** want to receive a paper bill she will need to cancel the e-bill enrollment with her bank, the utility is not part of the enrollment and cannot generate a paper bill while this enrollment is active.

To avoid future collection action and re-establish an agreement, it is advised that Ms. ***** contact the collection department at ###-###-####.Tell us why here...

11/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My father ******* * ******* passed away he was having the We Energies takin out of his checking accountevery month automaticly.I called them to tell them they will not be able to do that because I was not sure if the bank froze his account.I asked them to send the bill to the estate of ******* ******* to his address.They said they could not do that becaused he was passed.They decided to put it in my name and I told them I was not responsable for the bill because I do not own the property.They told me if it is not in my name they would shut off the gas I told them I cant do that becuase I was worried about the pipes freezing.They said the only way they would keep the gas on was to send me the bill.They claim that I agreed over the phone.I could have said yes I dont recall I just know the gas could not be shut off.I have repedily tryied to talk to them about not having my name on the bill but they only say it is either that or turn the ags off.I am trying to deal with my dads death trying to do the right thing but they will not listen.I have not signed any paper work and the residance is not in may name.

Desired Settlement: I would like them to send the bill to the estate of ******* * ******* ***** ****** ** * ************ ** *****

Business Response:
When We Energies is notified that a customer is deceased we are required by law to stop billing that person as of the date of death. Moving forward, if utility service continues to be used we must have a person or legal entity to bill. If no one is willing to accept responsibility our only other option is to disconnect the service.

When Mr. ******* contacted us on October 7, 2015 he confirmed he did not want the gas service to his father’s home disconnected. He agreed to have service put in his name and said he would call back after his father’s estate was established to have the account switched over.

On October 9, 2015 Mr. ******* called back to close his account, saying he did not want to be billed for the gas. When our rep advised we would have to disconnect the service Mr. ******* again said he did not want it disconnected. Our rep advised if no other party was willing to accept responsibility our only option was to disconnect, and recommended he contact the mortgage company that owns the home to see if they would assume responsibility. Mr. ******* declined and said he would work with the court to have an estate set up so that entity could be billed, but also requested to speak with a supervisor about the matter.

A supervisor spoke with Mr. ******* on October 12th and again on October 14th and confirmed the three options available: leave the account in his name; have the service disconnected; or have someone else (including an estate) assume responsibility. Mr. ******* said he understood the three options and elected to leave the account in his name because an estate had not been established.

In his inquiry to the BBB on October 20th Mr. ******* indicated his Desired Outcome is for us to bill the Estate of ******* * ******* for the gas service used at ***** ****** **** * in ************. We would encourage him to contact us anytime at ###-###-#### to provide documentation showing that an estate has been established so we can switch the account to that name.

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a street light out in front of my house . I have called twice to get it fix. We Energy said they would be there within 5 business days to fix it , each time I call . The street light is still out. We energy in neglecting there duty to up keep the lighting making the neighborhood unsafe . Also I have spent a lot of time trying to get this fix.

Desired Settlement: FIX the light to make our neighborhood safer,

Business Response:
On 10/30/15 a trouble shooter went out to the customer’s site to investigate and found a bulb out on
SL pole 70-6104 in front of the customer’s house and replaced the bulb.  According to our records, the incorrect pole (70-6108) was reported on 9/16 & 10/16, which is one span down from the customer’s that needed to be repaired.  Mr. ******, Supervisor of Field Services placed an outbound call to Mr. *****, however, there was no response and a voice message was left apologizing for the confusion and asked that Mr. ***** him directly to confirm that the issue had been resolved.

Consumer Response: [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,

*** *****

10/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called WE Energies on 9/14/15. I spoke to "*******". Prior to that, I used the automated system, to request a payment plan for past due charges. We were on a payment plan prior to this request, but, was late making our scheduled payment because of the holiday weekend. The automatic system offered ME to make a $352.00 payment by 9/16/15. This is not feasible,due to my husband's pay day on 9/17. This is when the Customer service person ******* came on to speak to me. He would not work with me to extend a 1 day period for the $352 payment. He went on to tell me he couldn't adjust anything automated, nor could anyone else in CS, including management. I requested to speak to a manager, however was told I would be put on a list and they would get back to within 24 to 48 hours. I found this information hard to believe, and told him that a robot was not his boss! I wanted to talk to a human to resolve this matter. ******* said he would put a request in for management to call me back. I am still waiting for a return call. NOW, my husband called WE Energies the same day a few hours later, to see about a feasible payment arrangement. He did not recall her name, and he did not use the automated system. She told my husband that we had to have $600? By 9/16/15 and would not work with an extention for date. He also requested to speak to a higher up. This higher up DID call back a few hours later and told my husband he needs to pay $900 by 9/17/15. So, in order for us to have a 1 DAY extention,it will cost $600 MORE?? I don't think this is acceptable business practice. We made the monthly payment,but because of the holiday it was late. My request is to resume the original payment plan without penalty OR a reasonable payment plan can be offered. I don't feel a $600 difference is acceptable for a 1 day extention. Also, how was my husband able to make that arrangement if ******* from Customer Service to ME that it was not possible to extend a further arrangement?

Desired Settlement: I would like to continue on my payment plan of $297 a month.

Business Response:
We do not disconnect electric or gas service for non-payment
during the five-and-a-half months between November 1st and April 15th.
This period is referred to as the Winter Moratorium. Customers who do not pay
during the moratorium are at risk of being assessed a deposit based on the four
highest consecutive bills in the past 12 months. To avoid deposits we encourage
customers to keep their accounts current through the winter.

 
During the past two winters the Lees have not made any payment
to their We Energies account in the the months of October, November, December,
January, February, or March. When **** *** called us in March of 2015 to
discuss payment arrangements we agreed to accept a down payment of less than
one-third of the outstanding account balance to establish a deferred payment arrangement
(DPA) on the remaining amount.


In her inquiry to the BBB **** *** stated that her payment
for last month’s bill was late due to the holiday weekend, but this year Labor
Day fell on the 7th of September, while the due date for the bill in
question was August 29th, a full week before the holiday weekend.
When their payment did not post until September 9th, one day after the
next bill had been generated, the DPA established in March was broken.


We are not required by the Administrative Code of Wisconsin
to offer a second DPA to customers who have previously broken one. This is why
the rep **** *** initially spoke with on September 14th advised we
would not be providing an extension on the due date offered by our automated
system. Later that same day, however, a supervisor agreed to offer a second DPA
with a due date extension as an exception. The Lees have since fulfilled the
down payment requirement for the second DPA and it will be active with their
next bill, set to print on October 7th.


Moving forward we would encourage Mr. and **** *** to pay by
or before the due date listed on each monthly bill to ensure the new DPA does
not break. Keeping the terms of the arrangement will also prevent the
assessment of a Winter Moratorium deposit.

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ***

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WE Energies charged me a disconnection and reconnection fee bringing my bill from $14.56 to $100.52. I did not authorize them to change an energy meter in my home. They sent me letters and door hangers reminding me I needed a new meter in my rental property, asking me to set up a time to come and take a look at the meter. I called the number on these documents and requested them to call me back to set up a time because I called after hours. (I work from 6am to 6pm which is after their business hours) I never received a call back from WE Energies. A man came to my home a couple weeks ago asking to take a look at the meter, I let him inside my home, he "fixed the meter" and went on with his day. I then get the bill for $100.52 stating I owe the disconnect/reconnect fees for them having to come to my home to service THEIR equipment. I tried contacting the company to ask for them to take away the fees as I should not be paying for them to service THEIR equipment, and not one of the letters asking to do this said it would result in a fee for not scheduling an appointment. The first customer service representative took one of the fees off the bill now making the bill $64.52. The next customer service representative told me I couldn't have the fees removed but because the first woman did it they would honor it this time. I believe as a customer for nearly 2 years, and never being late on my bill I should not owe the fee amounts as I did not request the new energy meter. I was on the phone with WE Energies for 39 minutes, while I am at work. Nothing got resolved, and the customer service representative was rude to me when I asked why I would pay the fees for them to service THEIR equipment, as a renter.

Desired Settlement: I would like my bill to return to its original number of $14.56.

Consumer Response: On Thu, 15 Oct at 5:06 AM , **** ***** <*********************> wrote:

Complaint ID: ******** 
 
I would like to cancel my complaint I submitted yesterday, the issue was resolved.  
 
Thanks, 
********* ***** 
###-###-#### 

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Inaccurate credit reporting. Reporting the account closed, when that is not true and only opening the account to report inaccurate 30 day lates.

Desired Settlement: Remove the account from credit report as it is obviously not reported accurately.

Business Response:

As with the similar credit reporting concern raised by Mr.
********** earlier this year (BBB File ********), please review the following
timeline:

 

6/1/15 – Bill issued for $179.02, due date: 6/22/15

No payment received.

6/30/15 – Bill issued for $419.71 (179.02 of which was past
due), due date: 7/20/15

                No
payment received.

7/30/15 – Past-due balance reported to credit bureaus.

 

If Mr. ********** can provide a record of payment(s)
submitted between 6/1/15 and 7/30/15 we would be happy to review the
information. If he cannot, the information submitted to the credit bureaus was
correct and will not be changed.

Our credit department contacted Experian to ask why they
stopped reporting Mr. **********’s account after February 2015, but Experian
could not explain the stoppage. They have, however, advised the reporting error
was on their end and the report will be corrected. We also checked with
TransUnion and were advised they had no such error in their records, so Mr.
**********’s report should be accurate, including the past-due notices from
January and July 2015, within the next 30 days.

 

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

We Energies Customer Assistance

Business Response: As noted in our original response, We Energies has correctly reported Mr. **********'s credit information. The account being listed as closed was the result of an issue at Experian. We have verified today, 9/25/15, that Experian has corrected Mr. **********'s report.

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Ok, I will go go ahead and have my attorneys to file the complaint in ******* Court.

Regards,

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

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To make a long story as short as possible, I had my electricity turned off last week even after my doctor submitted a medical form to WE Energies. My only option was to take money out of my rent to get the service reconnected which they could not do right away they told me even after I was told that I would get it reconnected that night when they receive the medical form. (BALONEY). That night I suffered a mild heart attack. I paid them $641..00 in July. On August 3, 2015, I called to make payment arrangements, spoke to an Antwon and was told 1 needed to call back after I receive my new bill. I did get a new bill on 8/5/15 and called and spoke to a Mona who informed me I needed to pay another $438.00 or $289.00 before I could set up a payment arrangement!!! REALLY????? There was another disconnection notice on the bill. I have loans outstanding, have not worked since October 16, 2014 (which they knew about) except for one month this year and needed to take a loan out to pay my August rent, no one wants to hire me (I believe it's because of my age) and my unemployment ran out!!! Energy Assistance is a big joke. I went down there twice and was told I make too much. I have to take care of myself and my adult child who has problems. WE ENERGIES IS CORRUPT AND THEY BELIEVE IN EXTORTING MONEY FROM POOR PEOPLE. My next letter will be addressed to a higher ranking official and TV stations and hope that WE Energies cleans up their act and works with people.

Desired Settlement: Working with people and helping them set up a desirous payment plan

Business Response: Ms. ****** neglected to make payment for services  provided  from 12/29/14 – 05/05/15, resulting in a  past due balance and service was disconnected.

Prior to services being interrupted Ms. ****** was granted a 21 day medical extension until  7/02/15, allowing her additional time to make the required down payment and establish an extended pay agreement.  Ms. ****** did establish an agreement, however, failed to pay the full down payment by the due date and service was disconnected on 7/27/15.

At this time Ms. ****** made the required payment , service was restored and she has reset an agreement that will begin with the 9/01 bill.

With any medical conditions or medical equipment in the home, it is
recommended that you have an emergency back-up plan in place in case of any
future power interruptions from unexpected circumstances (storms, third party
damage, etc.).

To avoid interruption of service for non-payment  it is recommended that you pay the balance due in full each month.  Having an agreement in place also prevents late payment charges and negative credit reporting.  Should you have any questions regarding your agreement please contact our payment arrangement department at
###-###-####.

 

Tell us why here...

8/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We Energies are charging me for Gas and Electric which I am not using since I don't stay in the unit. They estimate based on my previous months bills. I disagree on this. I don't stay in the Unit since Oct 2014. My account # is ************. I spoke with Kim and her advise was completely insane which did not make any sense. We Energies should stop charging such fraud charges. If we don't pay on time We energies charges fee and how can they charge on the utilities that I don't use. They saw they thought my meter was down. If meter was down they should sent someone to look at it not charge customer thinking meter is down and charge them previous months charge. I need We energies to investigate my billing from October 2014.

Desired Settlement: I need refund of all my payments I paid since Oct 2014 through today. They should calculate the actual meter reading then I will pay my bills from Oct 2014 with no interest.

Business Response: Most meters used by We Energies transmit readings to us via radio
signal. When a meter transmits a reading indicating zero energy was used during
a period when we have seen usage in previous years, it means either that
consumption habits have changed or the meter is not accurately registering. As
the BBB is aware, in the instance of a non-registering meter we are required by
the Public Service Commission of Wisconsin to estimate consumption for the
entire time period of the inaccuracy. If a non-registering meter is billed with
zero readings, even for a short time, it can result in a very large rebill
amount after the meter problem is verified and corrected. With this in mind,
when our billing system receives a lower-than-expected reading an estimate is
generated and the following message is included on the customer’s bill:

 

IMPORTANT
INFORMATION THIS MONTH YOUR METER REGISTERED ZERO ENERGY USE. BECAUSE THIS IS
NOT CONSISTENT WITH YOUR PAST ENERGY USE PATTERNS, WE ESTIMATED YOUR ENERGY USE
THIS MONTH. WE WILL CONTINUE TO ESTIMATE YOUR USE UNTIL WE CAN DETERMINE IF
YOUR METER IS WORKING PROPERLY. PLEASE CALL US EITHER TO SET UP AN APPOINTMENT
TO INVESTIGATE YOUR METER, OR TO ADJUST YOUR BILL IF YOU BELIEVE THAT YOUR
ENERGY USE SHOULD HAVE BEEN ZERO.

 

This message was included on the bills
mailed to Mr. ********** on 5/1/15, 6/2/15, 7/1/15, and 7/31/15. Mr. **********
then called us on 8/5/15 to advise he was not using natural gas and that the
zero readings were correct. The rep he spoke with cancelled the estimated
readings, rebilled the account at zero consumption, and made a note that zero
consumption estimates should not be done because no gas is in use. We apologize
if the rep did not clearly explain the process to Mr. **********, or if she did
not make it clear that he would be correctly billed based on the good meter
readings we had already obtained.

 

Mr. ********** called again on 8/8/15
to request we close his account as of the previous day, 8/7. The account was
closed with actual meter readings – electric and gas – received on 8/7. The
final bill was mailed on 8/10/15, and did not include any estimated charges.

Tell us why here...

Consumer Response: 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.

I disagree on the estimated charges that were charged to me thus resulting in charging incorrect bill to the consumer. Utility companies should be penalized for sending me incorrect payment bills. As a penalty I am asking $100 penalty charges to be paid by We Energy for mailing me incorrect utility charges and asking me to pay for the utilities (in this case Gas charges) that I did not use in the first place. 
   


Regards,

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

Business Response: The reason for the estimated bills was explained in our initial response. When Mr. ********** contacted us on 8/5/15 as the bill messages requested, all estimated charges were cancelled and his account was rebilled for the correct actual usage. As noted in our first response, Mr. **********'s final bill did not include any estimated charges. He has been billed only for the actual consumption that registered on the meter between his start date of 10/19/14 and his stop date of 8/7/15. With that in mind, there will be no adjustment to his final account balance.

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A check was sent in for electric for some reason they didn't get it, so I made a special trip to pay cash out of town. They would not hook it back up until next day no matter what and could not tell me exact time when. I told them I have sleep apnea Doctor does not do letters to electric co. I told them I stop breathing 30 or more times an hour and they still would not hook up our electric when I paid in full cash and they verified it was paid. They said they could do nothing to help me till next day. I wonder if I die in my sleep tonight if they'll. Be Responsible? Probably not. I'm very upset about sleeping without my machine I probably won't sleep much this is highly stressful and uncalled for. It takes less than a minute to hook it up and bill is paid!

Desired Settlement: It will be to late to do anything by the time they get this.

Business Response: Mr. & Mrs. ***** neglected to make payment for services  provided  from 10/31/14 – 01/06/15 and after 4/29/15 no additional
payments were received , resulting in disconnected of service on  08/06/15. The required payment was received and service was restored on 08/07.
 
Typically reconnection of service occurs the following business day, unless there is confirmation from a physician confirming a medical condition
requiring a same day reconnection.  The customer mentioned the use of medical equipment in the home, however, declined the consultants offer to fax a medical form to their physician.  A supervisor spoke to Mrs. ***** who confirmed there was no availability for a same day reconnection and their service was restored on 08/07.
 
With medical equipment in the home it is recommended that you have an emergency back-up plan in place in case of any future power interruptions unexpected circumstances (storms, third party damage, etc.). 

To avoid interruption of service for non-payment  it is recommended that you establish a pay agreement for the account balance or pay the balance due in full each month.  Having an agreement in place will also prevent late payment charges as well as negative credit reporting.  Should you need to establish an agreement please
contact our payment arrangement department at ###-###-####.



 

To avoid interruption of service for non-payment  it is recommended that you establish a pay
agreement for the account balance or pay the balance due in full each month.  Having an agreement in place will also prevent
late payment charges as well as negative credit reporting.  Should you need to set up an agreement please
contact our payment arrangement department at ###-###-####.

Tell us why here...

8/22/2015 Problems with Product/Service
8/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in June 2014, we vacated our home that was being foreclosed. At that time, we stopped service on that location online. When I just called, your customer service person said they had a stop service from October 2014, however service was not stopped. Service should've been stopped back in June 2014 and any bill going forward would need to be the bank's responsibility.

Desired Settlement: This bill needs to be taken out of our names and not show on our credit report.

Business Response: Mr. & Mrs. ***** were owners for the property located at *** ***** ** *******, and were billed monthly for gas service only.  Per Ms. ***** she states due to foreclosure, they
vacated the home in June 2014, however, never contacted the utility to stop
service. Per the assessor’s office the confirmed that

** ****** ***** **** bought back the property on 09/29/14.

 

The final billing for the *****’s has been re-adjusted to stop there
bill as of the sheriffs sale date (9/29/14), ending their responsibility for
the property, leaving a final balance owing of $19.09.

Tell us why here...

Consumer Response: [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,

***** *****

8/10/2015 Delivery Issues | Complaint Details Unavailable
8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account number is ************ I was recently place on the EIP program. I had to pay $600 on 4/24/2015 to get on the program. I received my first bill that was due on 6/01/2015 which I paid. In the early July I noticed that I haven't received my bill a couple days later I receive a phone call from WE Energies threatening disconnection. I called them right away inquiring about my bill. I asked them when it was due and they responded that it was due 6/30/2015 I explained that I never received it and could I pay the 186 to avoid the disconnection and termination of the program. She said no. I explained to her that I needed this program and couldn't afford to pay my current bill and $100. If I received the bill I would have ensured payment because paying was a priority. I explained to them that I'm on a tight budget. I only make $14 an hour and my rent is 895 my water bill 300 plus I have a car note so that I can get to work. Having my bill at $186 a month was affordable. I feel like I'm being punished for something that was out of my control it has been a struggle to come up with another down payment so soon after but I can not have my family be without electricity when my whole house runs off electricity. I will have no way to feed my family. In the past I have had some challenges that were out of my control. I lost my job, ended up having a high risk pregnancy and then loosing the child. I'm finally getting things in order and trying to stay on top. I really feel like they didn't send that bill. It was never deliver or received. Now I'm kicked off the program and my past due balance is over 3000 because I stayed in a home that was not insulated properly insulated or wired correctly. I ended up paying for both units.

Desired Settlement: I would hope that they are able to lower the down payment or at least let me back on the program... if they say that my payment will be a certain amount every month on a certain day I will ensure that the payment is made.

Business Response:

Ms. ****** was previously enrolled into the Early Identification Program (EIP), allowing her to be on a fixed budget amount of $186 for 12 months.   The plan began with the 5/11/15.  Ms. ****** made the first payment however, failed to pay the bill due on 6/30 and was removed from the program with the 7/10 bill for non-payment.

It is unfortunate that Ms. ****** had not received her statement; however, the utility is not responsible for delivery issues and it is suggested that Ms. ****** discuss any delivery occurrences with her local postal service.  Ms. ****** has since contacted our collection department and re-establish arrangements for the account balance.

Going forward it is recommended that Ms. ****** review her statement monthly to determine when her next bill will process, so she is familiar with when to expect her future statements, to avoid defaulting on the current agreement.

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The representatives for this company are not willing to work out payment plans with me. I had a high winter bill. I've manage to make as many payment as i can when i can. My only income that i receive is every third Wednesday of the month and the representatives always tell me that i can not get my billing date change because of the area that i reside in, but after speaking with other consumers of we-energies there has never been a problem with changing a payment date. I have called numerous times to set up a plan when the bill has reached a balance of 400.00 but i will always have a representative to tell me that i have to what until my bill prints and then call and make a payment arrangement but by then this company is asking you to pay double the amount and then if not Disconnection is to follow. I am not eligible for Wisconsin energy assistance i have paid this bill down from a 1000.00 dollars to 479.00 now the billing period for next month is not due yet and they want me to pay next month bill payment at the end of June and if i do not disconnection is set up. I'm willing to pay as i normally do but this company is very hard nosed about working with customer. I pay this company a 150.00 a month which is more than a monthly budget plan for me. This company should be listed a company that uses false advertising when tell consumers they are willing to set up some payment plans to keep your service from being disconnected. This company always states that a consumer may make a counter offer of payment. Which does not exist. Which allows for consumer disconnection.

Desired Settlement: I would like for this company to stop picking and and choosing the consumers who can have payment date changes and be able to work with me on a budget plan of 577.15 I already made a June payment now this company is asking for July payment in June if they do not receive it by ending June they have decided to disconnect my service.

Business Response:

Based on Ms. ******'s account information I would be willing to discuss her payment arrangement offer and the other concerns she has about her account. I have left two messages but have not heard back from her yet. If Ms. ****** calls me back I will update the BBB on the outcome of our conversation.

Jason C**********

We Energies Customer Assistance

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been having an ongoing issue with We Energies. About three months ago they send me a letter that my online payments were being declined by the bank. I called them and the rep. That I talked to explained to me that after personal information verification the bank accounts were not maching for the online payments. I gave her the correct one and now the information is correct. I tried to pay again but I could not pay online anymore. I was sent a letter saying that the online payment is not an option anymore. I wad Never I repeat Never told that this also included a check payment. I send in a check June 23rd and was sent a reply July 7th that my check was returned. I called my bank and they said there was no record of any claim or returned check. I called we energies and they said that I wad not allowed to pay by check. By this time they had cut off the energy. I explained to the rep the situation again and told her that there was a misunderstanding with my bank account. She kept insisting that I could not pay with check. I kept telling her that there was nothing wrong with my bank account. They didnt even bother trying to pull the check I sent. They would have gotten the money. She transferred me to the claims dept. Who wanted almost $600 to reconnect my service. Which of course I had no choice but to do. They don't care about people and are not understanding at all. Not everyone has $600 laying around or just sitting in their bank account. They can play these kinds of games because they are the only ones in this state to provide this service. It would be a very different customer service provided if many of their customers could take their business else where.

Desired Settlement: I want We Energies to reinstate my online banking option and my check option. I dont have the time to run around getting certified checks and/or money orders to pay them until I'm allowed to pay online as of April of next year. I have been a loyal customer and have paid regullarly until this misunderstanding. I feel like I have been treated like a child who broke a vase and is now being punished for it. How sad...and this from a serious business like We Energies.

Business Response:

In a letter mailed to Ms. **** on 4/24/15 she was advised, “Your payment history shows that within the past 15 months, you have had multiple payments returned to us. As a result, we now require you to pay your energy bill using cash, money order, certified check, credit card or debit card for a minimum of 15 months. You will not be able to pay by check.”

 

In a conversation with our Customer Service department on 7/8/15 we confirmed for the authorized party on Ms. ****’s account, ****** *********, that certified checks and money orders are not the only options to remit payment. If Ms. **** would like to discuss other acceptable payment methods we would encourage her to contact us anytime at ###-###-####.

 

 

Jason C**********

We Energies Customer Assistance

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello everyone.  My name is ***** ****** and I am a customer of WE energies.

I would like to file a formal complaint against this company.  On Tuesday July 7th, 2015 my service  was interrupted because of a past due balance.  I then called We Energies and asked them how much I would need to get my services restored and I was told by a WE Energies representative that it would be $388.00 on a balance of $976.00 and that the balance could be spread out over a period of 1 year. At the time of our conversation I had my account up online.  I agreed to this amount and ask the representative if I could pay it now online so my services could be restored ASAP.  I was told by the WE Energies representative that I could not pay it on line but I had to pay it over the phone, in which, I agreed to do.

They instructed me that I had to be transferred to Bill Matrix thru US bank in which, I was transferred. I spoke to a representative there and I explained how much I was to pay and how I wanted to pay. I told her specifically that I wanted the $189.00 (plus the phone fee which the total came to $191.00) to come from my debit card and the remaining balance of $201.00 to come from my credit card. She then gave me a confirmation number of 118215 for the credit card payment and confirmation number 188114 for my bank card payment. The total payment came to around $395.90.

I then called WE Energies back to make sure they had received the payments and the confirmation number which they had received and was scheduled to have my services restored the following day, Wednesday July 8, 2015. My services were restored Wednesday.

Around 10.00 Wednesday night I checked my email and  had received an email from WE Energies stating a confirmation of $776.91 was being taken from the checking account.  The e-mail advised me that if “this amount is incorrect” to please call them, in which, I did and got the voice recording that the office was closed. 

Thursday morning, July 09, 2015, I check my account and saw the $191.00 debited from my checking account which was ok, and I thought that the e-mail was  a mistake because my account did not show the $776.91 being deducted at the time.  About an hour later I went to the ATM to withdraw money and was told that I had insufficient funds in the account which I knew was wrong!  I proceeded to check my account again and, it was no mistake, WE Energies had taken the $776.91 which I never authorized them to do! I called my bank , Wells Fargo and spoke to ******** advising her what had happened. I then called WE Energies and spoke to Bridgette around 10.15 am and explained what had happened. She told me that the money had been taken from my account on line and I explained to her that I had not made that transaction in that amount and I was told that I could not pay anything on line because of the account status and that I had not authorized that payment amount, that maybe it was glitch in their system. She explained to me that they did not have access to my online information, in which, we went back forth about the issue because someone or something had erroneously taken that money that was not authorized by me! She advised me to call my bank; however, in the interim, I received a call back from Lee, a WE Energies supervisor around 10.35 . Again I explained what happened to her and of course was told the same thing. She had even pulled the phone recordings of my conversations with them explaining the arrangements I had made in which she agreed with everything I had said.  I explained to her that this was not right to take my money and then not take some type of responsibility for what happened after telling them that this was an error! She said the only thing that could do was to reimburse me for the remaining credit of $359.00 and that would take 60 days which I told her was unacceptable!  It took them 1 day to take the money but it would take them 60 days to give it back! I then processed to go to my back and I spoke with Florence the banker there.  When she pulled my account she saw exactly what had happened! She said I should talk to WE Energies and I explained that I already done that with no results. She then advised me to put in an “unauthorized transaction” request, which I did.

When I looked at my account with WE Energies the payments showed as follows: 07/08/15-Payment Received -$776.71 07/08/15-Payment received -$201.00 07/08/15-Payment received -$189.00. The $201.00 and the $189.00 are correct but the $776.71 is not! As I explained to them, why would I make arrangements to pay on the bill and then overpay it by $359.00? Dosen’t add up!

Please, investigate this issue as this is not right and I don’t want this to happen to anyone else!  I read on your website where this is not the first time WE Energies has taken unauthorized payments on their customers!

You can reach me at work  between 7.30 am-4.00 pm at 414-231-1043, cell phone, 414-202-7004 after 4.00 pm 414-449-3301.

Thank you in advance for your help,
***** ******

Desired Settlement: I want WE Energies to refund me the $776.91 that was erroneously took from my account.

Business Response:

Ms. ******’s service was disconnected and she was requested to make a payment in the amount of $377 for reconnection. On July 8, 2015 Ms. ****** scheduled two separate payments one in the amount of $189 and the second one in the amount of $776.71.  Coincidentally this was her account balance as of 06/19.

In order for service to be restored an online payment is not acknowledged until the payment has posted, which delays the reconnection of service.  Ms. ****** was encouraged to pay through an alternate source and made her payment through bill matrix for reconnection.  However, she forgot to cancel her online payments, resulting in the funds being deducted, causing a hardship for her.  Ms. ****** was advised to contact the bank and explain that it was an unauthorized payment and request that the transaction be reversed.

It appears Ms. ****** did contact her financial institution and the funds ($776.71) were reversed and credited back to her bank account on 7/16/15.

Going forward it is suggested that Ms. ****** contact the utility to establish an extended pay agreement for the remaining account balance.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November/December of 2014, we called WE Energies regarding our electric bill. While on the phone reviewing our account, they realized that our gas meter had been slowing down. They acknowledge that they had not checked it since 2011 (we thought our bills were improving due to the new roof we installed the same year). As a result, we were billed $2000+ back-payment by law. In early January, 2015, I called to set up a payment plan. We agreed to pay $50/month in addition to our bill until we resolved the balance. We own the fact that we unintentionally "broke" that agreement (as WE Energies states it) because we began the additional payment in February when they logged it beginning in January. We had already made our January payment so we did not realize we were breaking terms by starting in February. We continued to make $50 payments each month thinking we were on a plan which we now understand that we were not. Again, we own this mistake. My first concern is the lack of follow-up from WE energies regarding this. We clearly wanted to rectify an issue that was a result of their faulty equipment and our payments show that we were diligent in doing so. Where was the notification from January until May simply stating that we were short $50? In April my husband and sold our house and made plans to purchase a new home. We went to the bank and were approved for a loan rate of 3.75 with a credit score of 805. We were set to close on our home on May 11. Three days prior to closing, the bank ran a credit check and it had dropped from 805 to 695 based on a WE Energies delinquent charge, 90-day late period. We called WE Energies and at the time, they told us that this was a mistake triggered in their system when we transferred our account from one house to another. They wrote a letter stating that they had rectified this on our credit score and were helpful retroactively in fixing it. Unfortunately, as a result of this delinquent notice, we could no longer get a rate of 3.75 and our rate-lock expired before there was time to rectify the account. We spent two days calling all of the credit companies to make certain the delinquent charge was removed. We had to pay $356 to extend at least some agreement with the bank for 10 days. Thankfully, our score did come back within that time and we were able to secure a rate of 3.875. Financially, the result of this is the $356 fee plus the increased interest of $7306 over the life of the loan. For some reason, although we could not get the same rate, we did receive credit upon closing so I the net loss is $6592. I have a letter from Northshore Bank outlining the initial and final terms that occurred through this process. Since this happened, I have been on the phone with WE Energies many times. I believe that I have received 2-3 different reasons for the problem. After looking into it further, they believe that there is no fault on their end because we did not meet the initial terms of the pay agreement. Again, I own this; however, we truly believed that we were doing what we were supposed to do. My concern is the complete lack of communication and possible error that resulted in our financial loss. If we didn't meet the terms of the agreement in January, why didn't they just tell us? From January to May, why weren't we notified that this could cause a delinquent credit score (they state that they only send notification at 90 days and that it was sent on May 5, but the bank notified us of the delinquent status on May 6 - that seems very ironic - and that is way too late from the consumer's end). Where was the clear communication to the consumer of the implication to their credit score - especially a consumer who would gladly pay the extra $50 at any time from January until May to avoid a $6592 loss? Why were we given multiple answers? It's clear that they wanted the issue to go away and only looked into it in great depth when there were financial implications on the line. Where was that level of customer service and honesty from the start? Why didn't someone tell us when were were transferring payment from one house to another that a delinquent notice would be filed? We were one the phone and of course we would have fixed it then. Dating back to the original reason for the need of back-payment, I understand that it's law that we need to pay it, but where is WE Energy's responsibility to check their equipment and notify consumers prior to it reaching a 2-year financial hardship (again, I know that this is law, but my complaint is with the overall lack of customer service). Many of the responses that I have received deal with WE Energies protocols and systems. They make it sound like we "should have known." Believe me, if we had, we would have fixed this long ago. I'm looking for someone to take our entire case from the last 8 months into account and see that we have fallen financial victim to WE Energies twice in that time.

Desired Settlement: As I have stated to WE Energies, I know that we may not even realize the complete $6592 loss so I was looking for a fair agreement. Meeting in the middle seems fair as I will own fault on both sides - unintentional, I believe, but in the spirit of "do no harm," there has been significant financial harm to us. We have already realized the $356. Half of the potential loss should be $3296. I would like the outstanding balance removed, the $356 returned as a check and the remaining credited to our account.

Business Response:

At the end of October 2014, when Ms. ***** filed an inquiry with the Public Service Commission of Wisconsin (PSCW) regarding her billing issues, a six-month protection was added to her account to prevent any collection action while the PSCW file was being investigated. At the conclusion of that investigation on 12/5/14 Ms. ***** agreed to a deferred payment arrangement (DPA) on her remaining account balance. As she notes in her statement to the BBB, the terms of that arrangement were not kept. No DPA confirmation letter was sent, and subsequent bills listed the unpaid balance as “Previous Charges” with no indication on the statements that a DPA was in place. Negative credit reporting and late payment charges were only prevented because of the courtesy protection that remained in place after the PSCW inquiry.

The 6-month protection expired at the end of April 2015, and the next bill issued on 5/5/15 included notification of a negative credit report because of the past-due status of the account. Although the negative report was correctly assessed, when Mr. ***** contacted us about the matter on 5/13/15 a supervisor in our Customer Care Center agreed to remove the negative report due to the apparent misunderstanding about the DPA. At this time the supervisor also faxed a letter to the *****s’ loan officer advising that the negative credit report would be reversed.

While we regret the misunderstanding, we addressed the negative credit report immediately when the *****s contacted us. We Energies cannot assume responsibility for the timing of events outside the scope of their account activity.

7/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been trying to set up an energy account for over a month. I've been given the run around again and again. After dozen of calls they refuse to help resolve my issue. They are claiming they need to speak with my ex-roomate who moved out of state before they can set up service. She has called in repeatedly already and says they keep telling her it is already been taken care of. The landlord is currently receiving the bills and calling me angry that the service is not in my name. They also refuse to explain how or why my service can't be set up because of the previous tenant.

Desired Settlement: I'd an outside mediator to hold them accountable where appropriate for their refusal to explain or start my services. Even after I've jumped through all the hoops they asked me to.

Business Response:

Mr. ******'s application for service was conditionally approved pending verification that the previous account holder is no longer living in the unit. We have since received that verification and an account has been started in Mr. ******'s name as of 5/9/15.

7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We Energies denied service to me stating I was once associated to the previous owner and even though my billing was seperate and I have no debt with them, they denied service. I feel it is unethical and descriminatory to control service because of who you use to date or be involved with. It is non of we energies business who I date or break up with. My services do not involve my personal life.

Desired Settlement: Services started

Business Response:

We Energies often encounters situations in which a customer who has accrued a significant balance attempts to avoid payment toward that balance by having a third party apply for service. This is known as “name-switching” and is considered to be a form of fraud. The Administrative Code of Wisconsin, as enforced by the Public Service Commission, outlines utility protection against name-switching in PSC 113.0301 (1m), which states, “Residential utility service may be disconnected or refused for any of the following reasons: … (h) Delinquency in payment for service received by a previous customer or occupant at the premises to be served, if an account is transferred to a new account holder or customer and the previous account holder or customer continues to be an occupant of the dwelling unit to be served.”

 

The customer of record at **** * **** ******, where Ms. ******* has applied for service, has been associated with that address since at least 1997. He is the son of the owner of the property. He has had multiple accounts in his name there over the past 18 years, and we have confirmed that he has successfully name-switched to avoid payment toward his and other people’s balances several times in the past.

 

Ms. ******* was the customer of record at **** * **** ****** from 10/16/09 until 8/12/10, and left a significant unpaid balance after her account was closed. The customer who succeeded her in 2010 was the owner’s son. Five years later on 5/5/15 during her initial call for new service here, Ms. ******* named the owner’s son as a roommate (the call recording has been reviewed to confirm this). After being advised we do not allow name-switching Ms. ******* changed her story and claimed she has not had any contact with him since 2011. Despite the fact that he called us three times about payment arrangements in the month preceding her application for service and did not mention moving out, Ms. ******* has maintained he is not there and that she has had no contact with him. She told us she is still friends with the owner and wanted to move back in because she has significant money invested in the property.

 

The total unpaid charges for all customers at this address in the past 10 years are in excess of $18,000. Based on the history of name-switching and name-switch attempts, the inconsistencies in Ms. *******’s statements, and her previous association with the owner and current account holder, we will continue to deny her application until verifiable proof of residence elsewhere for the current account holder is received. This determination was communicated over the phone to Ms. ******* by the supervisor of our Investigation Department on Friday May 15th.

 

 

Jason C**********

We Energies Customer Assistance

Consumer Response: I feel I am being discriminated for my past. I do not owe We Energy any money. I did bankruptcy last year I have no balance with them. I did not say the subject in question was my roomate when the lady asked me I thought she said previous owner. I also do not like that they brought up my background I never consented to a background check to have it thrown in my face. I just want my electricity on so I can pay my bill. A past relationship should have nothing to do with utility bills! This is discrimination! I am being discriminated because of a past relationship that has nothing to do with paying a bill. He is not at the house its me and only me. I have went 3 weeks without electricity. This is a horrible misuse of power on the dept. Of positive identification. Its unfair and causing me distress and loss of money due to having to stay in motels or have to move because they won't put my service on. Its non of We energy's business who I date or use to date. I want my service on ! 

Business Response: As stated in our original response, based on PSC 113.0301(1m)(h), we will continue to deny Ms. *******’s application for service until verifiable proof of residence elsewhere for the current account holder is received.

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday, 01/03/2015, a service technician employed by We Engeries drilled a single hole in my exterior meter socket without my consent. The action of the service technician damaged my meter socket. We Energies does not own the meter socket installed at my house, **** ***** **** ******. We Energies owns the meter installed the meter socket and wires from the transformer that connects to my electrial service head. The meter socket retail price is approximately $249. 17 excluding the cost of purchasing a electrical permit from the City of Milwaukee, and hiring a license electrician to install the meter socket. On Thursday, 06/04/15 at 8:55 AM, I contacted We Engeries complaint center at telephone number ###-###-####. And spoke with We Energies representative Regena regarding my damaged meter socket at **** ***** **** ******. Regena stated she would have to research the my complaint and that my complaint number is **********. Regena stated that We Energies policy does not authorize their service technicians or employees to damage any customers meter socket. We Energies does not own any customers meter sockets!

Desired Settlement: Repair, replace, or reimburse me for purchasing a electrical permit, a new meter socket, and hiring a license electrician to complete the installation.

Business Response:

Mr. *****’s service was locked off on 06/02/15 for non-payment.  The requested down payment was paid and service was restored on 6/03. At the time of the restoration a meter exchange was completed and a lock added onto the meter box.  The lock is secured to the meter box with a tension clip, resulting in no drilling or damage to the meter box.

 

After service was restored on 06/03 Mr. ***** called our customer care center claiming our service technician drilled a hole into his meter box causing damage and it would now need to be replaced.  Because the meter socket is customer equipment Mr. ***** was given the number to our claims department regarding his claim of damage to his property.  An order was issued to investigate to ensure there were no safety issues.  A site visit was completed and the Troubleman reported there was no damage to the meter box (no holes caused by drilling as Mr. ***** claimed) there was no hazard, the service was energized and the customer had power.

 

Mr. ***** did contact the claims department regarding the meter socket concern stating his electrician told him the box was no longer secure or waterproof and there was now a code violation.  Our field department provided pictures of Mr. *****’s meter box to the claims department that showed the installation of the lock; it was clear there are no holes in the meter box as Mr. ***** stated.  Mr. ***** advised he would be forwarding his estimate for repair and was advised that this was not necessary as we would not be honoring his claim.

 

 

 

6/17/2015 Billing/Collection Issues | Complaint Details Unavailable
5/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We Energies is stating that I owe money to them for a place whereby I never lived in that place, And the people that I have spoken to have made threats and like to bully, plus do name calling in order for me to send them money to pay a bill in which I have never lived at this place ever. The one thing the place where We Energies is claiming I lived at it has been over five years and I have never received a bill from We Energies from at all. I would say this is a scam by We Energies in order to collect money from me and seeing that the scam is an mistake made by We Energies that a person in the billing department is trying to gain more and to make threats and bulling someone out of their money by having We Energies make faults claims again those who never live in a place in the first place. They have been told this over and over again.

Desired Settlement: I would like to see WE Energies make an pubic apology that We Energies is trying to scam people out of their money and to make this apology, by placing an add on TV, Radio, News Papers across the whole State of Wisconsin that the practice will stop, and they will publicly look at all billing and collections to solve the scams that We Energies has done, and admit to doing bulling and making threats to any of We Energies costumers that it has made these bulling and threats too. plus all adds have to be on the air and in all Newspapers for a 30 days. In addition I am to receive a letter of apology for We Energies and my credit rating will be restored if my credit rating has been damaged by We Energies threat that it has made to me in the past. We Energies must also State that I never lived in the place where they said I lived when in truth I never lived in that place at all. WE Energies has to do all negotiations with me only and just one person from WE Energies only.

Business Response:

On 3/23/11 he called to start service at *** ** ********* ***, located in the ******* ***** area as of 4/01/11.    Per Mr. ****** he ended up renting at a different address. Mr. ****** states that We Energies is holding him responsible for a past due balance, claiming that he never lived at the residence

 

Mr. ****** stated that he “thought” he called to cancel the service.  Unfortunately Mr. ****** never called to cancel the service and was billed for consumption from 04/01/11 – 08/09/11.  His billing responsibility ended only when a new tenant called to establish service. 

 

Mr. ****** was in court on 01/11/12 and admitted to calling and starting the account at *** ** ********* **, but never moved in and never called to stop the billing in his name.

 

 

Mr. ****** is responsible for the consumption.  There is an outstanding balance of $197.45 that remains unpaid and was turned over to a collection agency.  It is suggested that Mr. ****** contact the agency to discuss arrangements.

 

 

4/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday, March 6, 2015 at approx. 7:15 p.m., I received a phone call from WE Energies. They started the phone call by asking if there has been any change to the number of occupants in my residence. I advised there has not. Then they asked if there has been any change to the number or type of appliances in our home. I advised there has not. The individual at WE Energies (he would not give his name) advised it appears we are paying a much LOWER price in energy costs than past usage would indicate. He advised because of this, it is imperative they replace the gas meter on our home as soon as possible. It was at that time that I began explaining to him that we did have a new wood stove installed and we have been burning a lot more wood this year than previous years. I did not have the chance to explain to him that we just purchased our home in 2013 as he continued talking over me and hardly let me get a word in edge-wise. He advised the wood stove nor the amount of wood we burned would be culprint to our declining energy bill cost and was adamant the gas meter be replaced. I explained to him that my wife and I rely on our wood stove as a secondary (almost primary) source of heat during the winter months and how he could simply base such blanketed information on a faulty gas meter. The gentleman on the other end of the line had no answer for me. I asked him to verify that he was placing this call to my home after 7:00 p.m. on a Friday evening to tell me that I am not giving WE Energies a sufficient amount of money each month. He confirmed and advised that yes, that was indeed the case. He continued to be adamant about the alleged faulty gas meter and said he would be transferring me to his scheduling department to get the gas meter replaced. He then placed the call on hold despite me asking him not to. I was on hold for approx. six minutes before I terminated the phone call. Moments later, my phone rang and it was WE Energies scheduling department calling to schedule a time to come out and replace our gas meter. I tried explaining the same thing to the woman on the other end of the line, but she continued reiterating she was just with scheduling and had nothing to do with my wood stove or declining energy bill costs. The woman stated she needs to book something in 4 hour increments. I explained to her my wife and I work Monday thru Friday and the soonest either of us would be home would be approx. 4:30 p.m. She said she would make a note on our account, but we are expected to be home at the time of service. I explained to her again that this was not my responsibility and neither my wife nor myself would be taking any additional time off work in order to have our energy bill cost because of this alleged faulty gas meter. She threw out a date of April 17, 2015 to have the service completed. I agreed to this date and wrote down the information so I could continue having dinner with my family and friends after being interrupted by the phone call.

Desired Settlement: 1.) I want an explanation from someone at management and/or upper management level at WE Energies to explain to me why they think the installation of a wood stove in a home with wood-burning heat going in excess of 20 hours each day could not be a contributing factor to the declining costs of my energy bill. 2.) If the "faulty" gas meter is replaced and then coincidentally enough, my energy bill begins going up in cost as WE Energies hopes it would - I would like management and/or upper management at WE Energies to explain to me why I should not think I've just been scammed by their corporation. 3.) Why can't WE Energies in their infinite amount of wisdom review my energy costs from the summer of 2014 and review those costs associated with the upcoming summer months of 2015? In closing, I believe as a Wisconsin resident and consumer that I am being scammed by this energy company simply because I have chosen to utilize an alternative form of heating in my home. I will not be available to have this service rendered at any point in time.

Business Response:

Due to a decrease in registered gas usage, as a courtesy, Mr. **** was contacted by our customer service department on 3/6/15 to inquire about his gas consumption in his home.

 

Based on the tone in Mr. ****’s complaint the call was reviewed by a supervisor and summarization of the conversation is as follows regarding the call:

 

In an attempt to do some fact finding the consultant asked Mr. **** if there were any changes in the home that would result in lower gas consumption; occupancy, appliances, etc.  Mr. **** stated there were no changes; never mentioning the wood stove. 

 

The consultant informed Mr. **** that due to lower gas consumption there is a possibility that the meter may not be properly registering his usage and a meter exchange would need to be scheduled; he was then asked if he had time to schedule the exchange.

 

Mr. **** asked if their use of the fireplace would affect the usage.  The consultant asked if they had been using it in past, Mr. **** answered, “yes”; he was advised it would not affect the meter.

 

Mr. **** began to mention the days he was available and was asked to hold while they get him in touch with the department to coordinate the appointment date.  Mr. **** then stated “excellent”.   While on hold Mr. **** commented to someone in the background that we wanted to change the meter and did convey any stress of being inconvenienced.

 

A meter exchange appointment has been scheduled for 4/17/15 from 3pm – 6pm.

 

 

 

 

Consumer Response:

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.

None of my questions or concerns were addressed in the complaint that I sent to the business or the BBB.  I don't recall asking what was said in the telephone conversation. After discussing this extensively, I'm asking that my concerns be addressed at this time.
Unfortunately, after reviewing my schedule, I will not be able on April 17th and the service will need to be rescheduled at my convenience.

 

Regards,

***** ****

 

 

Business Response:

By being made aware of the fact that Mr. **** is using a wood burning stove as a secondary source for heating their home, and that they are burning a larger quantity of wood this heating season, this could result in lower gas consumption.  His account has been noted with this information and per Mr. ****’s request the meter exchange appointment scheduled for April 17th has been cancelled.

 

Should Mr. **** have any future concerns regarding his gas billing he can speak with customer service representatives who are available 24 hours a day 7 days a week at ###-###-####.

4/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have WE energies listed on my credit report I have never had a WE energies acct. I called We Energies on 3/18/15 and spoke with **** employee # ****** ext**** and she said she was going to have it corrected with the billing dept. I filed a dispute with transunion to have this removed from my credit report. WE Energies acct **********. I had this exact scenario happen back in 2012 with We Energies adding an acct that did not belong to me to my credit report.

Desired Settlement: I wish to have We Energies removed from my credit report. I do not have any accts with them.

Business Response:

Ms. ***** alerted our Customer Service Department to the discrepancy on her credit report on 3/18, the same day she filed this concern with the BBB. The rep she spoke with called her back on 3/19 and advised we have not reported her name or social security number as associated with the address in question, and that the credit bureau(s) must have linked her name with the wrong credit information. This was not a reporting error on the part of We Energies, and Ms. ***** has followed the correct path by opening a dispute with the credit bureau.

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ******** * ******** in Milwaukee back in 2009 named ** ***** ****. per landlord conditions, i had to call and put the electricity bill under my name before i even established the LLC. I contacted WE energies and did so and called back again to switch the billing under the corporation. The business was only open for 7 months and was forced to shut down due to financial hardship. We energies never stopped my service and kept billing me even though i relocated to *******. They forwarded my file to a collection agency that keeps harassing since i filed a dispute with the bureaus. it drastically affected my fico score and i can't get approved for a any loans.

Desired Settlement: a deletion of the collection from the credit bureaus.

Business Response: Mr. ******* called us on 10/21/08 to establish service in his personal name at **** * ******* ****** as of the following day, 10/22. From that point until he called to close the account on 2/3/10 he contacted us several times to discuss usage and payment arrangement options, but our records do not show that he asked to change the account into a business name during any of those conversations.

 

When he called to close the account on 2/3/10 he indicated he had been out of the country since 10/16/09 and said his manager was supposed to be paying the bills but had not. He indicated he wanted to close the account but was not able to make any payment at that time. He also said he could not provide a forwarding address for the final bill because he was staying with a friend, so the final bill was sent to the service address. The rep he was speaking with advised him to call after receiving it to establish a deferred payment arrangement.

 

We billed Mr. ******* for service because he provided his name when he opened the account, and we did not receive a request to bill a different entity at any time while the account was open. We closed Mr. *******’s account as of the day he called to request that we stop billing him, and he is responsible for service used up to that date. If he had an agreement with his manager regarding bill payment and that agreement was not kept, he must pursue that person for compensation.

 

Mr. *******’s final account balance is over $4,700 and has been past-due since 2/25/10. This has been reported to the credit bureaus and referred to a collection agency. The credit report is accurate and will not be changed, and we would encourage Mr. ******* to work with the collection agency to establish payment arrangements for the amount owed.

 

 

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

We Energies Customer Assistance

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called and cancelled my WE Energies Service near the end of October for the following address: **** * ***** *** *** * ********** ** *****. November 30th is the final day of my lease at that address. My ******** ******* for my new address called WE Energies to set up service before I moved in. This is why the cancellation for service at the old address and the request for service at the new address didn't occur on one call. Now three months after moving out of the old address, WE Energies sent me a bill in the mail saying I owe $110 for service from December 1st through February. I called in to the billing department the same day I got this notice. The first representative I spoke to said in order for me to get this resolved, I had to go to my old ******** ******* and tell them to pay the bill. I told her this was unacceptable and asked to speak to a manager. After the rep told me there are no managers until Monday (I called in Friday evening), she hung up on me. I called right back to the call center and again asked to speak to a manager. I was transferred right through to a manager who took down my complaint, but she verified that the ******** ******* had to verify they owe the bill before it's taken out of my name. I have proof of my move out day at my previous address and I've been paying on my new account at WE Energies for four months. The only resolution to this problem is for this bill to be taken off of my name as I was not using the energy that I am being billed for.

Desired Settlement: The only resolution to this problem is for this bill to be taken off of my name as I was not using the energy that I am being billed for.

Business Response:

Mr. ****’s new service was established by the management for his new residence on 9/29/14.  Per phone records we never received a call from Mr. ***** to stop service at the 113th St property.  In fact Mr. *****’s billing responsibility ended only when a new tenant called to establish service as of 2/01/15.

 

With receipt of the final billing Mr. ***** called on 2/13/15 stating he had moved out months earlier. The consultant explained that with a call from the prior owner confirming his move out date and accepting responsibility for service the final bill could be adjusted.  However, Mr. ***** felt this was not his responsibility and declined to contact his prior landlord and requested a supervisor.

 

A supervisor spoke to Mr. ***** informing him that the consultant would attempt to contact the property owner to confirm his move out date.  Mr. ***** was still not satisfied, stating the bill should just be cancelled since he had service at another address.  However, during the course of the conversation Mr. ***** did also admit that he was at both addresses for a couple of weeks.

 

On 2/16 the consultant was able to speak with the property management, confirming his responsibility ended as of 11/30/14, and a readjusted final bill was issued.  An outbound call was made to Mr. ***** on 2/16 to inform him that an adjusted bill would be issued, however, there was no response and a voice message was left informing that the billing would be adjusted.  Final balance owing is $30.05.

 

 

3/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As I was trying to refinance my mortgage, I found out that my credit score dropped 60 points from my last known score. As I dug deeper, I found out that WE Energies has erroneously reported my 30 days late! I then went online and saw I had amassed $800+ in utilities bills with them. I thought, how could this be? I normally pay it as I get it I looked though all our bills for the last 3 months, and did not see ONE statement from WE Energies. I immediately paid the past due balance of $569.xx which left $306 or so left that is due February 27th. I contacted WE Energies to remove the late, and they refused to, as they tried to put the burden of proof on me by saying I have online account access. I request paper billing for a reason, and that is to track what I have out there. The CSR didn't care, all she wanted me to pay the $306 that was due 3 weeks from the day I called. Today, 2/6/2015, I paid the remainder balance that is not due until 2/27/2015 and have a zero balance. This was a complete embarassment to me and my family on a mistake that WE Energies made and guess who paid the price

Desired Settlement: Removal of 30 day late payment from ALL credit reports along with refund of any late fees.

Business Response:

We have mailed paper bills to Mr. ********** each month since he started service on 5/30/13. At no time has a bill been returned to us by the post office as undeliverable, including during the recent period when the account became past due. If he is having problems with mail delivery we recommend that Mr. ********** contact the post office.

 

As he notes in his inquiry to the BBB, Mr. ********** is also enrolled in online billing with We Energies. When his new bill is available for viewing each month he is sent an email notification, and he has also requested to be sent a reminder email five days prior to his due date. The email address we have on file is the same one Mr. ********** provided to the BBB on 2/6/15, and he has not notified us of any change.

 

On 11/25/14 Mr. ********** was sent an email notifying him that his 11/24 bill was available for viewing. A review of his account login information shows that Mr. **********’s login and password were used later that day to access and view the new bill, which had a due date of 12/15. A due date reminder email was sent on 12/10, but no payment was received for that month.

 

On 12/31/14 Mr. ********** was sent an email notifying him that his 12/30 bill was available for viewing. A review of his account login information shows that Mr. **********’s login and password were used later that day to access and view the new bill, which had a due date of 1/21. A due date reminder email was sent on 1/16, but no payment was received for that month.

 

On 1/31/15 Mr. ********** was sent an email notifying him that his 1/30 bill was available for viewing. A notification indicating the credit bureau had been notified of the past due balance was included with that bill. A review of his account login information shows that Mr. **********’s login and password were used later that day to access and view the new bill. It was during this access session that Mr. ********** scheduled payment for the past due amount of $569.96, which posted on 2/2. A payment for the remaining balance was scheduled on 2/6 and posted that same day.

 

 

During the time period in question Mr. ********** was mailed paper bills that were not returned to us by the post office; his login and password were used to access his online account during the months he says he did not receive paper bills; and reminder emails were sent five days prior to each of the payment due dates. Mr. ********** was provided proper bill notification but did not remit payment or call for payment arrangements. Based on this information, his account status was correctly reported to the credit bureaus and the reports will not be changed.

 

 

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

We Energies Customer Assistance

Business Response:

Timeline:

 

11/24/14 – Bill issued for $234.67, due date: 12/15/14.

 

                No payment received.

 

12/30/14 – Bill issued for $564.32, $234.67 of which was past-due, due date: 1/21/15.

 

                No payment received.

 

1/30/15 – Past-due balance reported to credit bureau.

 

 

If Mr. ********** can provide a record of payment(s) submitted between 11/24/14 and 1/29/15 we would be happy to review the information. If he cannot provide proof of payment during that timeframe, the information we submitted to the credit bureau was correct and will not be changed.

 

 

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

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

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Sorry, burden of proof is on the creditor.

Didn't you not read and comprehend the law, *** ***** ***********?


I will go ahead and file the complaints and see you in court!

Regards,

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

 

 

2/28/2015 Billing/Collection Issues | Complaint Details Unavailable
2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My new ceiling fan in excellent condition was working prior to 12-12-14. This fan is only approximately two years old and is rarely used - mostly used in the summertime. I came home to my fan light turned on which was not on when I left the house Friday morning. (I keep all lights off due to being on time of use). I actually thought someone broke into my house. I operate the fan and light with a remote. I tried to turn the light off through the remote and learned that it was inoperable. I then checked the fan and found out that it was not working either. At this time, I noticed my microwave and oven clocks were flashing. I called We Energies immediately and discovered there was a power outage. I filed a claim and they stated they were not at fault. I am certainly not at fault for this damage. I was at work when this happened. I want this fixed at their expense. The cost of the fan including electrician was very costly. They are expecting me to claim this on my homeowners insurance. These types of claims are what drive up insurance costs. This is not my insurance company's liability. We energies needs to take responsibility for the damage.

Desired Settlement: Repair at We Energies Expense.

Business Response:

Ms. ****** contacted the PSC prior to her contact with the Better Business Bureau.  The PSC reviewed her outage concern and determined that the December 12th outage was due to a broken insulator on the pole, which was unpredictable and not caused by any negligence on the part of We Energies.

 

Ms. ****** stated that she believed high voltage entered her home causing the damage to her ceiling fan.  Per the outage records there was no indication of high voltage, and if that were the case there would have been more customers calling the claims department.  It was suggested by both the claims department and the PSC that Ms. ****** file with her homeowner’s insurance for reimbursement

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


So We Energies is not going to take responsibility????  Someone needs to!!!  The company who made the insulator for the pole???? So they have unpredictable equipment operating out in the field????

This was not negligence on my part and I am told to claim this under my homeowners insurance so they can raise my rates. I DON’T think so. 

The utility surge rules are extremely unfair. The laws are written in such a way to protect the company.

I am completely dissatisfied and unfortunately am stuck with this utility company.

I will take this matter further.

Regards,

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

 

 

12/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had an ongoing problem with WE-Energies since May of 2014. I was billed for an extremely large usage rate that didn't make sense. While the dispute was in process with my landlord, the electrician, and WE-Energies, WE-Energies put my account on an UNAUTHORIZED 12-month budget payment of $104.00 every month. Previous to this dispute, I have always made my payments in full for the current charges. In addition to the unauthorized budget plan, WE-Energies continues to make unauthorized direct debits from my personal checking account despite my phone calls. I have called numerous times every single month to resolve the matter. I have talked to supervisors (******, *****, etc.) to remedy the billings and payments. My online profile through the WE-Energies website does not have an automatic payment account set up. I have the print outs for proof. WE-Energies also states via phone conversation that they cannot reverse the transactions on their part until the next bill cycle and that it is my problem I need to discuss with my bank for the refund. My bank charges fees to dispute any ACH transactions. I am not paying reoccurring fees for WE-Energies to continuously make these unauthorized transactions month after month. It needs to end!

Desired Settlement: I want the unauthorized automatic payment ACH debits to stop immediately. I want the unauthorized automatic budget enrollment to stop immediately. I want a refund of the unauthorized transactions immediately (not when WE-Energies feels like it). I want a refund for previous month's unauthorized bank transaction fees and over draft charges caused by WE-Energies. I want an apology letter from WE-Energies management for not resolving the issue despite my phone calls. I want other customers to be aware of the unauthorized transactions WE-Energies charge. It is impossible to switch to a different supplier, since WE-Energies maintains a monopoly in the area.

Business Response: On 11/20/14, and the days that followed, a We Energies customer service supervisor worked with Ms. ********** to address her concerns. The supervisor apologized for not cancelling the automatic payment withdrawal before the November payment was taken. Automatic payment withdrawal has now been terminated, and Ms. **********’s account has been credited for the cancellation fees charged by the bank. She has also been removed from the budget billing plan as requested.

 

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

We Energies Customer Assistance

Consumer Response:

[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,

 

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

 

 

 

12/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just received my current we energies bill dated 11/21/14. Prior to this bill, I was on a "payment agreement" plan with we energies. Since I personally didn't make the payment due on 11/12/14, I was kicked off this plan. The payment that was due on 11/12/14, was paid by the WI home energy assistance program. The payment that was due on 11/12/14 totaled $207.57, and energy assistance made a total payment of $389 on 10/30/14 (but it wasn't received/processed by we energies until 11/11/14). As you can see the payment was paid on time. Now they are threatening me with legal action and requiring a huge deposit to continue service.

Desired Settlement: I would like to be put back on the "payment agreement" that we agreed to on 9/3/14, since I did nothing to be kicked off this plan, because the current payment was paid on time.

Business Response:

Ms. *****’s account did have an extended pay agreement in place, requiring a monthly installment of $30 in addition to current charges.  The 10/23 bill had a balance owing of $207.57 that was due by 11/12.

 

Ms. ***** met the income guidelines and was granted $389 from Wisconsin Home Energy Assistance Program.  When an account has been setup in a deferred pay agreement the EA funds are applied towards the oldest arrears, helping to reduce the outstanding balance and length of the plan.  This is exactly how the funds were credited to Ms. *****’s account.   Prior to the EA credit the DPA had a remaining term of 25 months for the balance to be paid in full.  When the EA credit was applied shortened the installment length to 12 months.

 

The prior arrangement terminated by Ms. ***** assuming she didn’t need to make her required monthly payment because of the EA credit, however, this is incorrect.  A payment was still expected as the EA funds are always applied towards the arrears balance when an agreement is in place and not the current balance due.   When Ms. ***** failed to make a payment the arrangement terminated with the 11/21 bill.

 

As a courtesy the agreement has been re-established for the same terms, $30 plus current charges and a payment of $214.56 ($184.56 + $30) is the 12/13/14 due date.  Should Ms. ***** fail to keep the arrangement a down payment will be expected to reset any future arrangements.

 

12/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My WE Energies bill due date for October was October 28th. I paid it on October 31st. Granted, I was three days late in making my payment, however, WE Energies is now reporting my account to the credit bureaus as 90 days late. I attempted to resolve this with WE Energies and their justification is that I broke the payment agreement that I had set up (I pay $70 each month for a bill on a payment agreement, in addition to my current monthly charges), therefore the entire amount of the payment agreement becomes due and is considered delinquent. However, I just cannot understand how if, my physical bill says it's due on October 28th and I pay it on October 31st, how that can be considered 90 days late? I spoke with a supervisor named ****** ***** and she refused to remove the negative credit bureau reporting because she states that this is not an error on WE Energies part. I can provide further documentation if need be.

Desired Settlement: Remove the 90 day late mark from my credit report.

Business Response: A deferred payment arrangement, or DPA, is an agreement in which a customer with a past due balance agrees to make a down payment and then pay a portion of the past due amount each month plus her current charges by the due date of each month’s bill.  In exchange for the customer establishing a DPA, we agree to not report the remainder of the unpaid balance as past due as long as the terms of the arrangement are kept.

 

In her inquiry to the BBB Ms. ******** writes, “their justification is that I broke the payment agreement that I had set up … therefore the entire amount of the payment agreement becomes due and is considered delinquent.” That statement is correct: the agreement into which she entered was that we would not report her arrears as past due as long as she made the requested payments by their due dates. When the payment she agreed to make on 10/28 did not post to her account by that date, Ms. ******** had broken the terms of the DPA. Because of this, her arrears were subsequently reported as past due.

 

 

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

We Energies Customer Assistance

Business Response:

As previously stated, Ms. ******** did not keep the terms of the agreed upon deferred payment arrangement and her account credit history has been accurately reported.

 

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

We Energies Customer Assistance

Consumer Response:

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.

 

As previously stated, the terms and conditions of the payment plan were not clearly communicated to me prior to agreeing to the plan; therefore, I could not make an informed decision regarding the payment plan, not knowing the exact terms.  I will admit that now, after I have a 90 day late mark on my credit report, I am aware of the terms and conditions of the payment plan.  


I'm rejecting this response because in my opinion, my credit report is still incorrect, and there is no fair resolution to this issue.


Also, as previously stated, I look forward to working with the credit bureaus, the Consumer Financial Protection Bureau, the Wisconsin Department of Financial Institutions, and a consumer protection attorney, if necessary, to help me resolve this issue.  

 

What's most unfortunate is the fact that WE Energies is a monopoly and consumers like myself who are 100% dissatisfied, don't even have another option to choose from for energy service.  

Regards,

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

 

 

12/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was put on a budget program over a year ago. I know last winter was cold and the heat use was up overall. I was not allowed to as I was told that I would be charged a higher monthly rate to cover any charges that accrued from last year. I was then slammed with a $746.00 bill before the end of the year. After I had gas shut off in August and paid my final bill from the budget they continued to send me more bills.

Desired Settlement: Billing adjustment and change policy to not allow a big final bill to anyone who is on the monthly budget program!!

Business Response: The Budget Billing program at We Energies is designed to even out the cost of energy over the course of a 12-month period to help customers manage fluctuations in energy usage from season to season. It is particularly helpful in a climate like Wisconsin’s where we can experience very high winter bills and much lower bills in the spring, summer, and fall.

 

The plan works by finding a Budget amount, or average bill, at the address in question, and then billing the customer that amount each month regardless of the actual usage. The idea is that if a customer uses $50 one month, and $150 the next, his budget amount would be $100/month for that period because he used $200 in total.  With that in mind it is important to remember that the Budget plan is not a savings plan; customers on Budget Billing pay exactly the same amount over a 12-month period as customers not on Budget – the amounts are just spread out differently. At the end of each Budget year a “settlement bill” is issued, and any amount used above or below the Budget amount comes forward. Sometimes this is a credit, and sometimes a debit, but the goal is to have the 12th-month settlement amount be as close to zero as possible.

 

Sometimes, because of weather differences or changes in household energy consumption, the Budget amount calculated at the beginning of a year may not accurately reflect the actual usage in the coming year. To account for this, we review all Budget settlement balances after six months. This allows us to adjust the budget amount for the last six months of the budget year to account for higher or lower than expected usage.

 

For example, if a customer’s budget is set at $10/month, but for the first six months his actual usage is $20/month, it means he has used $120 in service but only paid $60. This means that for the second half of the budget year we not only have to assume a $20/month average, we also have to account for the $60 extra from the first six months. So, moving forward, we have: $20/month expected usage + $10/month make-up = $30/month budget amount for the remaining six months of the year.  And it works the opposite way as well: customers who use less than expected are adjusted to a lower budget amount for the second half of their budget year.

 

It is important to remember that the Budget plan is designed to even out over the course of a full 12-month period. If the budget plan is cancelled before 12 months have been billed, any difference between what has been used and what has been paid comes forward at that time. Budget Billing can be cancelled either by customer request, or if payments fall behind by more than one month.

 

Mr. **** called us on 12/31/13 to request enrollment in Budget Billing. At that time the average gas bill for his address over the previous 24 months was $70, so we established Budget Billing at $70/month beginning with the bill issued 1/14/14. For comparison, he was billed $70 on the Budget plan for that month, but his actual usage was $242.65.

 

Mr. **** paid $70/month for the next six months, through the bill issued on 6/12/14. At that time we reviewed his budget and determined that his consumption was much higher than expected (as he notes, likely because of the very cold winter). He had used $699.58 more than he had paid for at that point, and we determined that his budget needed to be increased to $159/month for the remaining 6 months to avoid a large settlement balance at the end of his budget year. A note with this information was included on the 6/12/14 bill.

 

Mr. **** called in August to request that we lock his gas meter because he was no longer using service, but he confirmed he would still be living at the property. He was advised that service would not be locked in those circumstances, but that he would not be billed for gas if he did not use any. His budget plan, of course, would continue.

 

Based on his usage, we must assume Mr. ****’s only gas appliance is his furnace, because no gas consumption registers in the summer months. As noted above, however, Budget Billing is designed to even out over the course of an entire year, so payments must continue even during times of little or no usage. Mr. **** did not pay his July or August Budget amounts of $159, so his Budget plan was terminated with his September bill. At that time his settlement balance – mostly from the high usage the previous winter – came forward, for a bill that totaled $730.81.

 

We regret that Mr. **** seems to have misunderstood how the budget plan works, but must note that he requested enrollment in the plan in January of 2013, and his bill each month after that included information showing what he had paid compared to what he was actually using. As of today, November 20th, we have still received no payment from Mr. **** since his June payment that posted 7/3/14, and would encourage him to contact our collections department at ###-###-#### to establish a deferred payment arrangement to avoid collection action on his account.

 

 

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

We Energies Customer Assistance

11/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted WE Energies on multiple occassions, trying to correct a billing issue and incorrect reporting to the credit agencies. This past winter, heating expenses went up drastically due to below average termperatues. I contacted the company to notify them I would be having problems paying the total amount due in February. Their practice, and what I was told over the phone would be acceptable, was to send in payments, which was what I did. They reported me to collections for having late payments over multiple months. I have tried to contact them multiple times, to wait on hold for 30 minutes or more every single time either because their website wasn't working, or it wasn't recognizing my password. This was also a factor in being unable to make payments. I thought that since I was making payments that I would be fine- especially because their website wasn't working and they should have a sufficient log of all the times I called and e-mailed to get this resolved. They do not have sufficent numbers of call reps to handle the volume of calls they receive. I contacted them online as well, and asked to speak to a supervisor. I requested a time frame for a call back, because every time I have asked to speak to a supervisor, I am told one will call me back. I may get one random call 4 days later, and if they don't reach me, they will leave a message with their general number again. I call them back or go through their website to ask them to call me back again, and it's the same process all over... Sometimes I get a call back, but often I get no returned call. I work during the day, and ironically, there is never a supervisor I can speak to when I call. I always have to wait for one to call me back. Here are the dates of my attempts to resolve this with the company: 2/26/14- could not log onto website to pay bill. Was not recognizing my password. Password reset but could still not log on 2/27/14 - still could not login to website. Tried calling. Placed on hold for 35 minutes and no one picked up. Had to go back to work so used website to ask for password to be reset. 2/28/14- No returned call. Asked for another password reset so I could log on and pay bill. 03/23/14 - Made call because I was having problems logging onto account. Account password needed to be reset again. 04/23/2014 - Made call because I couldn't log onto my account since 04/19. Website not recognizing password again. Needed to be reset. Did not receive code until early morning. Only had 24 hours to reset and could not get reset because I was at work. Had tol follow-up with several more calls and e-mails to get resolved. In July was when I realized that I had been reported to the credit agencies, I contacted them again. Again, I was promised a return call from a supervisor, but no response until 1 week later, claiming "she's tried calling me before". She hasn't. Filed another request online for a return call from a supervisor. Last message received on July 9th at 11:18 from a superviosr named "******". Again, gave me general call back number and claimed she would try me back again, but she hasn't. As you can see, I have been making payments: 06/20/2014Payment: My AccountDetails - $213.59 06/09/2014Payment: My AccountDetails - $450.00 05/23/2014Payment: My AccountDetails - $150.00 05/23/2014Payment: My AccountDetails - $200.00 04/29/2014Payment: My AccountDetails - $500.00 03/07/2014Payment: My AccountDetails - $300.00 02/28/2014Payment: My AccountDetails - $500.00

Desired Settlement: I would like a supervisor to set up a time when I can expect a returned call to discuss this matter further, as opposed to waiting on hold for 30 minutes to be told there is no supervisor available. They should give you a direct line for a supervisor instead of being told you need to callback the general line and wait on hold again for another 30 minutes just to talk to someone to be told that no supervisor is available. I work during the day and cannot be at their whim waiting on the minute they decide to call me back. In addition, I did not have any gas usage for this last month, and they "estimated" my charges. Called to have this "estimation" removed because it's inaccurate, and they never removed the charges. I want these charges removed as well. I also think this company is highly unethical, and should be reported to a higher accredidating body. I would like to know how I could do this so that other consumers are protected as well. All reports to credit agencies must be removed ASAP. If they don't I will file a lawsuit against them for inaccurate reporting when they told me I could pay in installments.

Business Response:

We apologize if the callbacks made by supervisors in our Customer Care Center were made at inconvenient times for Ms. *****. In the message left on 7/3/14 at approximately 8:50am the supervisor ****** left her direct callback number. That number is ###-###-####. If she would still like to discuss her concerns Ms. ***** may call ****** at any time, and if she is not available a message should be left specifying when would be a convenient callback time.

 

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

We Energies Customer Assistance

Consumer Response:

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.

Could you please note that they did not respond to your last request for a response? This is the exact same problem I have been having with them. I keep calling and I've not been able to connect with a supervisor because one isn't available. The supervisor I did reach does not call me back.

Regards,

****** *****

 

 

Business Response:

The first time Ms. ***** contacted us with concerns about her credit bureau report was in an email we received on 6/21/14. In that email she requested that a supervisor call her back because she said she had been put on hold every time she called previously to discuss the matter.

 

Supervisors have called Ms. ***** back in response to her 6/21 email on 6/23, 6/24, 7/3, 7/9, 8/14, and 9/8. Since the callback made on 9/8 we have not heard back from her, other than through the Better Business Bureau. As noted in our previous response, we do not conduct business through third parties.

 

Our Customer Care Center, at ###-###-####, is open 24 hours a day, 365 days a year, so our customers can contact us when it is most convenient for them. When call volume is high we also offer a call-back option, providing a specific callback timeframe, so that customers do not have to wait on hold.

 

With that in mind, we must note that Ms. ***** immediately requested a supervisor in her initial email communication about this matter on 6/21/14. She did not first give a Customer Consultant from our Care Center an opportunity to address her concerns. Supervisors are, unfortunately, not always immediately available to take calls, but our front-line Customer Consultants have been trained in Credit Bureau reporting policies and requirements and are just as able to address concerns and answer questions as a supervisor would be.

 

While we regret that we have not been able find a time that works for Ms. *****, her claim that a supervisor will not call her back is not accurate. If she would like us to address her concerns we must ask Ms. ***** to contact us directly.

 

 

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

We Energies Customer Assistance

11/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my we energies service for more than six years was sub par and dangerous...... every time there was an outage, when the power went down and came back up, my service would surge five to six times before the power went down and when it came up, we energies was notified by mail and telephone complaints more than a dozen times over a six year period........ only to be told every time, that my problem was my electrical system, not covered by we energies............. my system was checked three times over the six years and my surges only increased to 10 to 12 each time power went down or came up.......... when my house filled with smoke I demanded we energies come out an inspect their service before my house was on the news on fire,,,,,,,, we energies did and found their drop box interior was in such bad repair that it was just luck that saved me from the fire.......... I them put in a claim for damaged electrical components, for over $29K over six years of not properly servicing by drop by we energies...... they agreed to pay all damages in full, but demanded only original receipts be sent to them, they lost them all, the entire claim and were sent a few more with another detailed list of damages, return receipt, they lost the part of the contents of that signed for letter.............. it has been over one year and now we energies has again asked for only original receipts which they have lost, we energies has not paid a dime and refuses to let me deal with upper management and or their legal department.................. they have continued to mislead me and not honored their loss..................

Desired Settlement: pay their claim as they agreed

Business Response: Response to Customer’s Statement of the Problem:

 

Mr. ***********’s claim for loss for the October 1, 2013 incident remains open and will be honored once proper documentation for loss is received.


In response to Mr. ******* ***********’s complaint, We Energies Claims is in possession of Mr. ***********’s claims form and typed document of loss for the October 1, 2013 outage, caused by corroded We Energies connections to Mr. ***********’s underground secondary electric service.

 

We Energies would not honor payment on any claim without first being provided receipts of purchased items said to have been lost. To date, receipts for loss have not been provided.

 

All letters that were claimed to have been sent by Mr. *********** to We Energies had not been received.

 

Past power quality concerns identified on the electric feeder which provides service to Mr. *********** and our neighboring residential electric customers was identified to be caused by weather, vegetation and equipment operation. Under the Public Service Commission Rules and Regulations in which We Energies is governed, claims related to events occurring beyond We Energies control would not be honored.

 

 

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

We Energies Customer Assistance

10/26/2014 Billing/Collection Issues | Complaint Details Unavailable
10/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WE Energies is providing false advertising to the public via it's own website and other websites concerning renewable energy system owners. Specifically in their video on Renewable Energy Fairness. At 2:00 minutes into the video it states that renewable energy system owners contribute less to grid costs. This is a false and misleading statement. While renewable energy system owners may buy less energy than they have in the past they still contribute to the grid by paying a monthly meter charge and for any electricity they consume above what they generate. The video also indicates that renewable energy system owners are using the grid as a standby and that other customers are subsidizing this situation. What the video fails to explain is that all customers use the grid as a standby and use the electricity when they need it, some more than others. There are many customers with a meter on a single garage or small house that may only use a few kWh's per month in electricity. They are essentially using the grid as a standby source for electricity. They may use a lot in the summer when working in the garage and none in winter, but the grid is still there as a standby source. Also in the Q&A section on Renewable Energy Fairness they state it could take dozens of years to pay off a customer owned generation system. This is also false, as solar has an 8-12 year payback for residential customers and even less for commercial customers. This advertising is a false attack on renewable energy system owners and is providing false information to the public to generate a negative attitude towards renewable energy.

Desired Settlement: Completely remove all false advertising and stop using the Renewable Energy Fairness Video. Provide a video advertising campaign apologizing for the incorrect information and misleading information about renewable energy customers support of the grid. Send out flyers to all customers explaining that their advertising was false and misleading about renewable energy systems owners support of the grid.

Business Response:

Mr. ***** ****** recently wrote to you claiming that We Energies is providing false information regarding customer-owned generating systems and using a video that provides false and misleading information. Mr. ****** is incorrect in his assertions.

 

We Energies has submitted volumes of sworn testimony and numerous exhibits subject to cross-examination in a contested case proceeding before the Public Service Commission of Wisconsin detailing and substantiating the current and our proposed rate design discussed in our bill inserts, website and video.  To find this information, please visit: psc.wi.gov. The case number under review by the state is *********.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Unfortunately your response does not address my specific complaint, it is just general about some testimony that was given to the PSC.   The testimony had nothing to do with the false advertising you are promoting. 

Regards,

***** ******

 

 

10/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We energy refused to work out a payment plan with me and demand payment of $338 by 9/7/14 with disconnection on that date without this payment that I do not have. I am on sis and have applied with Energy assistance on 9/4/14. Benefits will not be available till sometimes in October 2014. Why the are doing this to me an ******* ******* ** ***** ***. What kind of business is this ?. I have been paying my bills for the past 10 years since I have moved here from MA. If we energy still not considering a payment plan with and disconnect my services I will certainty that a legal services will have to be consult the have no respects for disable and the poor elderly people's. I find this to be disturbing. If there is another company available I will consider it and leave we energy permanently.

Desired Settlement: Send me email with resolved

Business Response: Mr **** has defaulted on five deferred payment agreements in the past 12 months and is currently ineligible for another. Mr **** made a payment of 338.00 on 09/09/14.  In addition, on   09/05/14 we were notified that Mr **** was approved for an Energy Assistance Grant and the disconnection notice was removed from his account. 

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have moved from an apartment in ******** to this one and asked to put my remaining balance on a payment plan. I was told I had to pay the balance in full or my energy would be shut off. I do not have the balance to pay it off. Call call it three time to see if I could make payment arrangements and I was told the same thing. I had a deposit on the account that was take and put toward the bill and than I thought I could put the rest in arrangements and was told no. What I am asking is to pay the current bill plus $50 to $75 off the old bill until it is paid off.

Business Response: As the BBB is aware, the Administrative Code of Wisconsin forbids collections-related disconnection of residential electric and gas service between November 1st and April 15th (referred to as the Winter Moratorium). Customers who elect not to make payments during the six months of the year when we cannot disconnect service must be prepared to make significant payments to remain connected during the non-moratorium months.

 

With this in mind, please note that in the four years since she opened her previous account on 2/27/10 Ms. ******* has not made any payment in the months of November, December, January, February, or March.  Additionally, since April of 2012 eleven (11) of the twenty-three (23) non-moratorium payments she has submitted were later returned NSF by her bank. Each fraudulent payment was posted to cancel a pending disconnection notice.

 

Ms. ******* contacted the BBB in 2012 (file #*******) and a rep in our Customer Assistance area worked with her to establish a payment agreement. Ms. ******* did not keep that agreement. In April of 2013 – not coincidentally after a winter of non-payment – Ms. ******* again contacted the BBB regarding payment arrangements. The same Customer Assistance rep from 2012 then worked with her throughout 2013, setting and re-setting payment plans in April, May, July, September, and October. Ms. ******* failed to make even the first installment on any of those plans, including the October agreement, after which we did not hear from her again until 7/3/14. On that date she emailed the Customer Assistance rep who worked with her the previous year. The rep called her back and left a message advising she could no longer assist with payment plans and provided the phone number to our collections department.

 

Ms. ******* called our collections department that same day and was given payment plan options. The $454 she paid the following business day to cancel her disconnection notice was returned NSF on 7/16. In response to the letter we sent advising her to make good on the payment immediately or be subject to disconnection Ms. ******* submitted a check for $1135 on 7/24, which again cancelled the disconnection action. That check was returned NSF on 8/5.

 

Ms. ******* has not contacted us since her call on 7/3/14 and the subsequent NSF payments. We would ask that she call our collections department at ###-###-#### if she would like to discuss payment arrangement options. We would also like to note that we can no longer accept payment from Ms. ******* in the form of a check. All payments moving forward must be made with cash or certified funds.

 

 

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

We Energies Customer Assistance

Consumer Response:

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.

On Wed, Sep 17, 2014 at 7:56 AM, ***** ******* ********************** wrote:

Just to let you know that We Energies did not work with me and has shut off my electric after I sent them
in a money order for $625.00 which they asked for.  Real good customer service here.

Regards,

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

 

 

Business Response:

Ms. ******* has been advised, over the phone and via email, that based on her account balance and payment history $950.00 is the amount required for reconnection of her electric service. As of 9:00am today, Monday September 22nd, the payment of $625.00 she says she submitted on Wednesday September 17th has not been received. If that payment does post to her account she will then need to pay the remaining $325.00 and contact our collections department to schedule her reconnection.

 

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

We Energies Customer Assistance

9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 3rd party Housing Authority) that pays $85.18, towards my bill monthly. The $85.18, has not been applied to my bill since 05/12/2014. I did reach out to the Housing Authority, whom confirmed the payment was sent, and also verified the account number was correct. I did call We Energies, and the Rep indicated that the payment were not received.

Desired Settlement: I would like for this to be investigated and see where the payments have been applied to. Perhaps if the payment were miss applied to an old account. Can it be applied to my account?

Business Response:

In reviewing Ms. *****’s account it appears that she has been correctly credited with Housing Authority payments each month.   It appears that her monthly amount was adjusted beginning in April from $85.18 to $70. Should Ms. ***** have any additional questions  it is recommended that she contact the agency directly.

9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out to ******** ******* ** back in November, 2013. I was under the impression that both gas and electric were serviced via Alliant Energy. That is the only bill I have received since I moved...5 months ago. I received a notice at the end of March that WAS DATED in the BEGINNING of FEBRUARY stating I had a limited number of days to call and get an account established as it was noticed there was activity on a house that was "vacant." EXCUSE ME?! The house was NEVER VACANT! The day I closed on the house, the sellers were still moving out!! Do not tell me it was vacant. I called the number provided on the form. I explained to the lady from WE Energies that I had lived there since the tail end of November, and just now (end of March) I'm getting a statement in the mail stating that there needs to be an account set up? I asked the lady why is the paper dated the very beginning of February, but it's almost two months later that passed and I'm just now getting the paper??!! The lady had no explanation for that. The lady told me that my first bill will have everything backdated from the end of November. I asked why....that is extremely unprofessional that immediate deadlines are given to me, as a customer to follow through on, but yet they can go months and months without any correspondence given to me, and want a full payment due asap?! Today is April 8 and I just received an email statement which I looked into, for the amount of $566.89 DUE 4/28!?!?!? That is ONLY two and a half weeks away. Where does one expect someone to come up with that much so soon? The lady stated before she couldn't even tell me what the total was going to be until I received a notice in the mail. I had asked to speak to a supervisor that was higher above her to explain this situation. I was put on hold, told 15-20 minutes later that a supervisor would be calling me back. I stated, they will be calling me back tonight yet, correct? I was informed a supervisor WOULD be calling me back. I made my phone call on March 21....it is now April 8, NINETEEN days later and I have NOT YET received a phone call back from a supervisor?! It is so unprofessional the way WE Energies is handling this situation. The lady I spoke with on that day also told me that I don't have to worry because they can't shut anything off right yet, but they will be able to. EXCUSE ME, when are you going to threaten ANYONE with that kind of idea, when you, WE Energies, did not follow through in a timely manner. When is your delay my emergency to make sure you get paid asap?

Desired Settlement: At least, I expect a phone call for this nonsense and unprofessional handling of a service. I know as a matter of fact, if this was brought up sooner than FIVE months after I moved, we would not be facing this situation. I would be very appreciative of waiving November 30 thru December 31, and being responsible for anything January 1, 2014 to present, as a way to make amends to this outrageous bill and the way correspondence and communication was handled.

Business Response:

As she requested, a supervisor from our Customer Care Center called Ms. ****** on 4/8 and discussed the situation. A deferred payment arrangement has been established on the back-billed amount.

 

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

We Energies Customer Assistance

Consumer Response:

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, there was NOT ONE PERSON who called me back, at all!!! Look at the phone records. I received a letter in the mail stating I should call or my gas can be shut off, seeing as April 15 is a deadline date to pay any outstanding bill. I, myself called...because NOBODY could call me. I looked at my phone records and from the first time I contacted WE Energies until the last time I was forced to call, to keep my gas on, that I had NO IDEA was in arrears, there was a lapse of 19 (NINETEEN) days! The lady that I spoke with stated that I HAD TO PAY everything from the end of November until Present. I was forced to go into a payment plan, in order to get the unknown payments due, caught up. The total of $500+ dollars is supposed to be split up for the next 12 months.

Due to the lack of communication from WE Energies, and me being held COMPLETELY responsible for ALL monies due, from November 30 until present and NOT from the date I received the letter for, from the beginning of February (even though I did not receive the letter until the end of March - as I was told there's a delay in WE Energies computer system), I am disgusted with customer service. You threaten me with a letter that there's activity on a vacant house and gas will be shut off, then I get a letter sent to me stating I have to pay $500+ as soon as possible/by April 15th, or it will get shut off, so I call, and you (WE Energies) force me to be held responsible for everything since November 30!!??  But, in the same manner, you don't send out letters to your clients/properties for MONTHS, because of excuses and excuses such as "we have to physically send someone out there" (My problem? No....that should be WE Energies' responsibility if you want to be paid for services) and I'm told there was a delay in the letter being sent to me because "your computer system is slow." REALLY??? For some reason WE ENergies seems to send out bills on time before the due date....and not two months later.

And, I asked the lady I spoke to the last time I made contact with WE Energies, to keep my gas ON, that I was disgusted nobody called me back. I was told that "it would be looked into." Oh, ok....way to brush your problems under the rug and not actually solve the issues at hand. I said I would be ok and drop any disgust/anger/issues with WE Energies if I was only held responsible for the amount due from the date on the letter, which was beginning of February and NOT when I actually received the letter, which was the END of March, instead of from November because I was not made aware for five months that I owed WE Energies ANYTHING!

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a budget billing plan as well as a payment agreement a while back. I told them I get paid on the 25th. They said the bill is due on the 20th but that should be ok. Multiple times now I have been taken off the plan because of non payment. I have paid but it did not hit by the due date (which I sent on the 25th like I said). I called today and they said I had to pay $300 to get back on a plan. I have been paying! Why? They not change the due date to make it work. They are being so difficult and I do not have a tree out back with money on it! If they set me on the plan again it will just happen again. i pay on the 25th and it will be too late again.

Desired Settlement: Change my due date to correspond to the 25th, set me on a plan again. They said I have to pay $300 by the 8th or they are disconnecting me. I paid $179 on 7/10 and $92 on 7/25 so I have been paying as agreed!!!!

Business Response: Ms ****** also contacted the Public Service Commission of Wisconsin regarding her billing / due date concerns.  I contacted Ms ****** in response to that inquiry and we were able to reestablish satisfactory payment arrangements.  Ms ****** will also contact me should any issues arise regarding due dates.

Consumer Response:

Dear 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. I  do want to add that if I had not contacted the PSC nothing would have been done. They were very rude until I did. 

Regards,

 

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

8/19/2014 Billing/Collection Issues | Complaint Details Unavailable
8/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We energies has falsely accused me of breaking my payment plan contract from a previous residence. I have documentation that this is not true, and when I called them on July, 17,2014 and spoke with ***** who stated her job title as a supervisor, acknowledged their mistake but refused to fix this issue,giving me lie and excuse one after another stating that there was no way for her to do so, but blantly contradicting herself multiple times on the matter. In May of 2014 i moved from my home of **** ******** ***** ******* ** *****, to my current home of **** ** ********** *** ********* ** *****, and had recieved notice of an exsting balance of 431.00 due to We energires. I had called them to discuss payment options. They represenative i spoke with had given me the option that best fitted me, I was to pay 36.00 each month on the bill until my bill was at 0 and would have no balance. I was asked if i would like to keep the previous balance and payment option from this residence of Primrose lane seperate from my now payment plan of Northridge lane, and have two seperate bills each month. I had agreed to this stating i would pay each bill given to me each month as seperate payments. I recieved a letter dated May 9, 2014 stating my installment of 36.00 was due to We energies by May 28, 2014, with the account number of Acct:**********, as well as my bill for my residence of **** **********. I sent a check dated may 16,2014 which was cashed, and put towards the account. The following month of june i then recieved a letter dated for June 10,2014 stating "thank you making arrangements to pay your balance due of 431.00, Your current balance is 395.00. My next installment of 36.00 is due by june 30,2014 on the Acct:**********. thus proving my balance had gone from 431.00 to 395.00 because i had sent the 36.00. I sent them a check dated June 16,2014 of the 36.00 that was cashed as well as my check for current home 116.00 Acct:********** that was also cashed. In July i got another letter dated July 16,2014 stating that my balance of 395.00 from my previous accont was being transferred to my exsisting account. Confused and upset i called We energies to fix this problem.I explained that i do not want them conjoined and asked why this was happening. I was told that i was not able to have to seperate accounts, and that this should not have even been an option for me. Upset i had told the person i spoke with that the should honor this agreement because this was what there employee had given me. I was told that they were not going to honor it because i could not have two seperate accounts with my name and social. And that is obviously not true given my previous account that i am making payments on for 36.00 dollars has a Acct: ********* and my current residence has a Acct:**********. That is two different accounts. That are fully active with my name and they obviously can keep the arrangment when my first payment in may went to the account and brought my balacnce down the 395.00 from 431.00 and my current bill was also paid. When i had explained this to the represenative, the excuse then turned from they could not have two accounts in my name to they were transferring the accounts because i had broke my payment agreement given to me. Again upset and confused i had told him i did not break it and theat i had indeed sent both payments. After minutes of arguing i then asked him to look up the payments that were made on my account of **** * ********** **. He then told me infact that both payments of 36.00 amd 116.00 were put towards that address. I told him that it was then not my mistake they themselves had taken the payments and put them to the account. I had followed thru with my end, and that because he could see this i wanted it to be corrected so i could keep my bills seperate. When he told me he would not do this insisting i had still broke my arrangement and that it was not possible to keep two accounts, had i asked to speak to the supervisor. and was transferred to *****. After yet again explaining the story and asking that it be fixed, I was still told that they would not honor what was given to me as my payment plans because the accounts could not be seperate, And that my next bill would be due in the amount of my current bill and the full 395.00. I then asked her to explain how i couldnt have them seperate if i had already made a payment to the account, that had brought it down, and that they, not me had then taken the payment and put it towards another account not seeing or looking at the other account.

Desired Settlement: I would like for We engerigies to ackowledge that I did not break my contract with them over my accounts, I would like them to follow thru with the option they gave me, I did not ask for, and i would like for my accounts to be kept seperate for the remander of the payments as offered to me.

Business Response:

Ms. ***** was previously on service at **** ******** **** until 4/28/14. When the account became final Ms. ***** called on 5/01 to discuss terms for an extended pay agreement.  On 5/08 Ms. ***** called back and established the plan for 12 months at $36 monthly.  As confirmation of the payment plan a Fixed Agreement Letter and statement were mailed on 5/09 to her forwarding address of **** * ********** ** ********* **  *****.

The first installment payment was received on 05/19 and the next June statement was mailed on 06/10, however, no additional payments were received and as of 07/09 the agreement terminated due to non-payment.

The remaining account balance of $395 remained unpaid and transferred to her current account on 07/12/14 and a Direct Transfer Letter was sent on 7/16.  Ms. ***** called to discuss the letter and discuss the transferred balance.  Ms. ***** was informed that when the account becomes final the remaining balance is typically transferred to the active account and an agreement is established.  An exception was made and the agreement and her active account were separate.  However, since she defaulted on the agreement the balance automatically transfers.

At this time in order to keep the balances together we will not be moving the balance off of the current account, however, we can offer to setup an agreement for the same terms of $36 monthly plus her current charges.  This will ensure that she only has to keep track of one balance.

At this time it is suggested that Ms. ***** contact our customer service department at ###-###-####and establish an agreement to avoid future collection action.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally scheduled a 24 month payment including a down payment to keep account activated. This was done on an automated system and the language indicated that I had set up a monthly payment to be debited from my account over the course of 24 months. Assuming the charge was coming out monthly I did not see I had missed the first payment until I got my next bank statement. I received an automated call letting me know that my service was going to be terminated. At that time the customer service reps were unwilling to help me reestablish that service according to the original plan, and said they can't be responsible for automated system arrangements. Next I established a day to make a large down payment and resume a second 24 month agreement which they set the wrong date according to our agreement and turned off the service a day earlier then the agreed upon date of service. When I called to complain they said they would need to listen to my original conversation to confirm that the date I agreed payment for was correct. After being on hold for almost 20 minutes he came back to say he couldn't review the phone call but was willing to counter offer a lower payment (which was still higher than the original agreed upon payment) to reestablish service, and that he would be charging me a re-connection fee. I want a copy of the original conversation with the agreed upon date for payment to maintain service. The problems it created, not just financially, but practically for all individuals in the house was enormous. I never received any confirmation about the agreed upon plan for the original automated service, or the arrangement over the phone with the customer service rep. Finally today when I made the payment online and called to confirm re-connection I was told they didn't accept online payments in this situation. So I had to cancel payment, and call and make 2 separate payments over the phone, one of which there were glitches for and ended the call before allowing me to finish payment. I am hoping I don't get tripled charged. All the people I have worked with, especially the agent who came to the house to disconnect the service, were unhelpful and careless. I will be an advocate for competitive energy service suppliers in Wisconsin for here on out. Having lived in Texas with multiple energy providers the costs and service were far superior to what I have experienced with We Energies.

Desired Settlement: I want to go back to the original 24 month payment plan that I was on and be forgiven the first late payment as I was under the impression it would be debited directly out of the account on a monthly basis. I also believe procedures and policies should be in place that better harmonize the online "my account" system and the automated over the phone service and in the personal rep services. They are not working in concert. The additional upfront cost of having to reestablish the service and 24 month plan was enormous, where as it was manageable with the first agreement.

Business Response:

Over the course of 15 months there have been 5 extended payment plans that have been re-established for Mr. ********, allowing him the opportunity to pay his current charges in addition to a monthly installment

On 07/01/14 a new bill processed removing Mr. ******** from his pay agreement due to non-payment and the new bill included a notice to disconnect.  On 07/07 Mr. ******** contacted our collection department and reset a plan, agreeing to pay $750 by 7/15.  Mr. ******** was advised that going forward the payments need to be received by the bill due date and if paying through online services he would be responsible scheduling the payment online or setting up bill pay through his banks’ bill pay service, or mailing in the payment, the utility company does not withdraw the fund, he acknowledged that he understood.

As of 7/17 the required down payment that was due on7/15 had not been received.  Mr. ******** called on 7/17 stating he thought he had until 7/18 to make the payment, at which time he was informed that the due date was 7/15.  Due to not payment the agreement terminated and service was disconnected.   A payment of $825 was offered and service was reconnected on 07/18.  The remaining account balance was re-enrolled into an extended pay agreement for $31 plus current charges for 24 months.

It is apparent that we have been willing to work with Mr. ******** based on the number of re-established agreements, however, Mr. ********’s history of not paying during the winter moratorium months creates a very large and unmanageable balance by April, resulting in Mr. ******** being requested to make substantial down payments in order to establish agreements and keep services connected.  

Mr. ******** receives his statements electronically, allowing him the option to pay through our My Account online service, this is a free service.  By establishing his banking information online it allows him to select the payment date and amount to be paid monthly.   When an extended agreement is established this does not mean your monthly payment will be auto deducted, you are required to initiate making a payment; whether it is through our online service, through your bank, mailing in a payment, using a payment center or paying by debit or credit card.  We do offer an auto debit option; however, Mr. ********’s account is not eligible for enrollment at this time. 

Going forward it is suggested that Mr. ******** make the required monthly payment in full and on time by the bill due date monthly to avoid late payment charges, negative credit reporting and future collection action.  

  

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There are numerous concerns dealing with We Energy. 1. Turning off the service after talking to a rude unprofessional customer support person 2. Never supplying an itemize usage invoice for service yet knowing usage was used. Customer support acknowledged 3. Requesting current invoice was denied .They acknowledge usage but said since they purchase from a third party the amount changes monthly. they wouldn'tdisclose amount but wanted me to assume responsinblity. 4. Arrogant and rude customer support when on the phone 5 shut off service without notice 6 claiming they send a form letter that the house was vacant and no details Informed customer support the letter looked like a possible scam 7 informed customer support I want to speak with the village of hustisford to confirm the utilities process 8 We. Energy now wants me to take responsiblity of the current invoice back to February of 12 but wouldn't tell me the invoice amount. If I didn't agree they wouldn't turn the gas back on. Highly deceptive and ultimatum approach without providing detail or amount assumed owed

Desired Settlement: We are requesting a detail invoice per we energy that list out there claim. We are requesting an adjustment to this after we finally have a chance to review which we requested but customer support claims they couldn't see after two years but wouldn't turn gas back on if we didn't agree to be responsible for unknown claims we energy wouldn't provide. An explanation of why we energy provided claimed service but never took action prior to this. We energy claimed they could not turn off service in winter months per wisconsin law but continued claimed service through two winters. A professional person to speak with that is not rude and can answer questions with details and not force me into an ultimatum or else. Sending a generic form letter stating to call us and than talking with a person with no knowledge or details and shuts you off without knowledge is unprofessional and puts people at risk.

Business Response:

Mr. ****** called We Energies on 5/3/14, presumably in response to the most recent of ten letters mailed to the service address since April of 2012 requesting that the party responsible for the natural gas consumption contact us to establish an account. During the call on 5/3 Mr. ****** advised our rep that he had been paying the Town of Hustisford for his electric and gas service since 2012. Our rep advised him We Energies provides the gas service for his area and that he needed to establish an account to avoid interruption of service. Mr. ****** told our rep that he disagreed with what she was telling him and said he would contact the Town of Hustisford.

As Mr. ****** did not acknowledge the letters sent over the previous two years, and did not accept responsibility for the service after speaking to us over the phone on 5/3, the rep issued an order to disconnect the gas service. The order was completed on 5/5.

When Mr. ****** called us the evening of 5/9 – a Friday – about the gas being off, he was advised it was due to the discussion from 5/3 and his refusal to accept responsibility for the service. He said he merely wanted time to verify with the Town of Hustisford that they did not provide gas service before accepting responsibility for the account. Based on this misunderstanding our rep agreed to schedule reconnection for the following day, Saturday 5/10, even though we normally do not have Saturday reconnections available. This accommodation was made because Mr. ****** said he was only at the property on weekends.

The reason our rep was unable to give Mr. ****** a specific dollar amount for the charges is that the gas had not been billed yet; the exact number of therms used was available, but the corresponding dollar amount per therm varies from month to month (much like the price of gasoline fluctuates), and that is not calculated until the therms are actually billed.

For example, the price of natural gas on the open market in May of 2014 was just over $.88/therm, but in October of 2013 it was approximately $.38/therm. The rep speaking with Mr. ****** on 5/9 would have given a grossly inflated estimate if she based any dollar amount on the May 2014 therm rate, because she would not have taken into account the months like October during which the gas price was lower. We did not provide a specific dollar amount before he accepted responsibility not because we wanted to deceive him, but rather because we did not want to mislead him before fairly and accurately calculating the amount.

Mr. ****** has since been mailed an itemized statement with each month’s charges. We would be happy to discuss a deferred payment arrangement on the back-billed amount, as we would not expect him to pay for two-plus years of gas consumption in one month. We cannot, unfortunately, reduce the charges, as we are required by the Administrative Code of Wisconsin to bill for all registered consumption. The consumption billed to Mr. ****** is based on actual registered meter readings.

Customer Service Representatives are available in our Customer Care Center 24 hours a day, 365 days a year at ###-###-#### if Mr. ****** would like to discuss a deferred payment arrangement or go over his billing statement. As always, if he ever encounters a representative for We Energies who is anything but helpful and polite, we would encourage him to ask to speak with a supervisor. If a supervisor is not immediately available, one will return his call within 24 hours.

 

 

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

 

***** *********** responses is carefully crafted in his words. His attempt to claim multiple letters were sent is misleading as we previously stated we did not recieve nor could We Energy prove to me they were sent. Three didnt people could anser that question. As to his comments a misunderstanding there wasn't one on my part. It was clear We energy customer empolyee took an agressive approach to shut off service without notice or cause. After i spoke to the second person and did exactly what i communicated We Energy shut service off in an attempt to intimidate me.  She said accept the unknown bill or else i will do nothing. She knew We energy would DO NOTHING and customers either fight through BBB or go to Wisonsin Attorney General Utlities Commission. She didnt care but was happy to have the power to shut off service. We Energy communicated that service was behinding provided but since it was saw small amount they didn't worry about it. When you give threat to accept an invoice without telling the consumer what it is or no service was intimidation. We Energy feels we don't have to give you any inforamtion but do as we say or else. I still have to take We Energy word for eveything. They will now show the reading but before couldn't.  It amazes me that since i filed the complaint more information is available that i could have before.

If you read ***** *********** response  he states they had the information. We Energy knowing shut down a customer, would not provided any information and is hiding behind a form letter they say they sent but can be found or prove.

It is obvious through this process and how long it takes to get them to response this is common practice. I will not let them continue to bully me with ideal threats. We did make a payment in good faith but only because due to We energy practices they might send another form letter. This is abuse of a goverment agency that pushing around consumer is common.

 

I have rejected there response twice and We Energy has not answer or addressed either response. They just give a standard form letter response which proves they have no regards of addressing this.

Business Response: In his original inquiry to the Better Business Bureau Mr. ****** listed four items in his “Desired Settlement”:

1. A detailed invoice

2. An adjustment to the billed amount

3. An explanation as to why service was not disconnected sooner

4. A person to speak with who can answer detailed questions

In our previous two responses we have provided:

1. Confirmation that a detailed invoice has been mailed to Mr. ******

2. A detailed explanation of why we cannot reduce the billed amount

3. An explanation of why the service was not disconnected sooner

4. The phone number to reach one of our highly trained account analysts, along with the recommendation that if any conversation is not satisfactory he should ask to speak with a Customer Care supervisor.

As we have addressed each of the items in his Desired Settlement and provided contact information for Mr. ****** to speak with an analyst in more depth about his account information, we would ask the Better Business Bureau what additional information they would recommend we provide to bring this matter to a close.

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

We Energies Customer Assistance

7/29/2014 Problems with Product/Service | Complaint Details Unavailable
7/28/2014 Billing/Collection Issues | Complaint Details Unavailable
7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our power was out due to faulty equipment owned an operated by the power company for the last 24 hours. My neighbors on the corner South of me have power and on the North as well as the neighbors whoes homes butt against our back yard. I asked for compensation for the food that was going bad in our refrigerator. In no way would this be a lot because at best it would be the fresh vegetables and dairy at most. They flat out refuse to pay for it. Every time they call back and refuse to pay I ask for their manager. By now I must be into the stock holders because I have talked to five people as of the writing of this complaint while I wait on the next level manager to call me back. I understand there was a storm that came through but I live in a city propper and not a rural area. They being the only choice provided to me as a utility I should be able to expect service. It is not my fault they choose to use outdated equipment and a poor electrical grid design, that was a business decision. Now because of their decisions I am losing money and my time by being on the phone with them. Let's not even talk about the dead fish I have at home now and the fact that I have to be the one to tell my son that his fish of the last three years are dead because the power company can't supply customers with a reasonable service. For a company to hide behind a storm for their failed decisions is a crime. I am not asking for thousands of dollars, it may be all of $50 for all I know. I will have to wait until I get home from work to asses the situation in the refrigerator closer. I want to make it clear that I am willing to take this as high and wide spread as I need to. It's a matter of principle. If I don't provide payment for their service I will loose my power and have my credit reduced. If they don't provice the service to me that they are contracted to do nothing happens to them? As a customer I am forced to choose thir monopoly and am not given the choice to let the free market decided which company will provide the best equipment and service? For me to go away I want my loss compensated and I want a resonable expectation of service. If I own a business and I miss a deadline because a storm came through and slowed a truck down to provide a componant I loose money based upon missing a contracted deadline. Why should a public utility monopoly be afford the protection to hide behind a storm when they choose over the course of many years to pocket consumers money and not upgrade their broken down system? We are given no choice but to use them. Then give me the choice to get paid back for my loss.

Desired Settlement: I would like for We Energies to compensate for my loss of food. That's all I want. Nevermind the dead fish, the time wasted or the fuel spent running my truck so I could charge my phone to continue to talk to them. Just pay for my food that was lost.

Business Response:

Late in the afternoon of June 30th, a line of strong storms with damaging winds and lightning caused extensive damage to our electrical network, primarily in Southeast Wisconsin. This is one of the largest storms we've experienced in the past decade, peaking at more than 125,000 customers without power. The major cause of the power outages was high winds that snapped branches and uprooted trees, which then brought down poles and power lines.  Our crews, along with the assistance of other utilities throughout the State, worked as quickly and safely as possible to repair the damage and restore power.  Because the outage Mr. ******* experienced was not caused by negligence on the part of We Energies, but by circumstances beyond anyone's control, we are not able to honor his claim at this time.  We can only suggest that he contact his private insurance carrier for possible compensation.   

7/28/2014 Problems with Product/Service | Complaint Details Unavailable
7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I occupied a rented apartment located at **** **** ******** ******* *** ***** **** ********** ********** *****. The dates of my occupancy were March 1, 2013 through August 31, 2013. I notified WE Energies prior to August 31st that I was moving out of the apartment and would no longer be responsible for the electric bill for that unit after that date. WE Energies has completely and repeatedly IGNORED multiple requests from me to update their records. From September 1st, 2014 through today, WE Energies CONTINUES to bill me for electric services for this apartment, which I no longer occupy, and to which I have no responsibility or claim. This corporation can not legally hold me responsible for billing for a premises that I do not own or occupy. The business has ignored my requests for assistance. They have not confirmed receipt of any of my correspondence, nor have they attempted to assist me in getting this billing issue corrected.

Desired Settlement: As soon as possible, I want WE Energies to make the necessary adjustment to my billing account, to reflect that I am not responsible for paying for any electricity services, surcharges or taxes for the apartment located at **** **** ******** ******* **** ***** **** ********** *** ***** beyond the last date of my occupancy, August 31, 2013. All charges for electricity from September 1, 2013 and going forward until the current date should be REVERSED/REMOVED from my billing account immediately. Once the correction has been made, I would like to receive written confirmation at my new address: **** ********* ****** ******** *** ******

Business Response:

Our receipt of this file from the Better Business Bureau is the first time we have been notified of Mr. ****’s concerns. Our records show we have not had any contact from Mr. **** – mail, email, or phone – since his initial email request on 2/23/13 to start the account at **** * ******** *** *** ***. His account there was only closed because a subsequent tenant called to start service as of 3/1/14, and we obtained Mr. ****’s forwarding address from the post office. In short, we have not confirmed receipt of any of his correspondence on this matter because we have no record of receiving any.

To close an existing electric or gas account we require a request from the customer of record (unless another party calls to assume responsibility). Without such a request, responsibility for any consumption and facilities charges continues. As noted above, we do not have any record of a request from Mr. **** to close his account before the next occupant started service on 3/1/14.

While a reduction in the monthly electric consumption at the apartment does suggest a change in occupancy status from September 2013 forward, we do not (and cannot) close a customer’s account simply because of a change in usage. Unless a third party – like the owner of the property – comes forward to assume responsibility for the charges we must continue to hold Mr. **** responsible because he did not notify us that we should stop billing him.

Mr. **** references four instances – prior to August 31st, 9/3/13, 9/17/13, and 1/12/14 – that he has contacted us to address this matter. In the unlikely circumstance that one or more of those communications occurred but was not recorded or acted upon, we would be happy to investigate why if he can provide phone or email records. If he can provide documentation that we did not honor a request to close his account we will adjust our records accordingly and remove any charges assessed after the request date.

 

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

We Energies Customer Assistance

Business Response:

The “burden of proof” that he closed his account is in the hands of Mr. ****. Our proof that he did not is that we have no record of him doing so; to show otherwise he must provide evidence that he did.

Regarding the owners of the property accepting responsibility for the service after he moved out, we do not solicit responsibility for service from third parties. If Mr. **** believes that his lease or rental agreement with ********* ********** absolves him of responsibility for the service after he vacated the premises he must address the matter with ********* **********, as we were not party to the lease/rental agreement.

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

We Energies Customer Assistance

Consumer Response:

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.

***** *********** of WE Energies is LYING when he says that his company never received notification from me that my account was to be closed.  I completed the online form, just as WE Energies instructs all of its customers to do.  Mr. *********** is refusing to cooperate or offer any assistance because the business he works for is a monopoly in this region, and there are no consequences for him or his company if they bill a customer for erroneous charges.


I refuse to accept the business' response.  This matter is not resolved.

Regards,

******* ****

 

 

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have live electrical wires down at our house. The wires are resting on a fence about 5 feet from our pool. Sporadically the wires will spark. We called We Energies and be we're told the operator had limited time for the call And he hung up. We called again and they said someone should be there in an hour and a half, if not call back. We called back and they said 3 hours, no one came. It has now been nearly 48 hours an no one has responded to the live wires by our pool. They continue to tell us that because of the dangerous nature we are being treated as a priority, but they cannot provide any further details. We need our power turned off as this is a fire risk!

Desired Settlement: We want our power turned off so the scene is safe! We also want We Energies to change how they handle these situations in the future.

Business Response:

We Energies crews, contractors and support personnel have worked safely to restore electric service to more than 125,000 customers who lost power when intense storms raked southeastern Wisconsin on Monday evening, June 30. This is the fourth worst storm in our history and one of the worst storms in terms of customers affected and impact to our electric distribution system since 2005.

The main culprit was high winds that snapped branches and uprooted trees, which then brought down poles and power lines, causing extensive damage to our distribution system and leaving a tangled, dangerous mess, particularly in ******** and ********* counties. 

Critical or emergency services are restored first.  Then we work to repair situations that will restore power to the greatest number of people in the least amount of time.  We work down the list until we reach the more isolated or individual issues.  We Energies apologies for the inconvenience and strive to restore as many people as possible and as safely as possible.

 

 

 

7/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on a budget plan for $80 a month did not receive a bill for 3 months and now the bill is to high and they messed up the billing process they said its my problem because i did not receive a bill from them I tried to talk to them on the phone and they told me I have to pay the past due bill and i was on the budget plan for $80 a month I receive Disability each month and it only covers our rent and for the part of the electric bill so I am on a fixed income right now it is $1,149.78 the bill from them messing up my budget plan.

Desired Settlement: Would like them to put me back on my $80 a month budget plan and fix the bill they messed up on me due to not receiving bills for 3 months.

Business Response:

When a customer on the Budget Billing plan falls more than one month behind on the scheduled payments, the account is removed from the Budget plan.

In his statement to the BBB Mr. **** says he went three months without receiving a bill, but our records show the last payment posted to his account was on July 19th 2013, more than eleven months ago. After no payment was received in the August 2013 billing period, Mr. ****’s account was removed from the Budget plan in September. In the months since then no bills have been returned to us by the post office, and Mr. **** did not call to say he was not receiving them.

We would encourage Mr. **** to contact us at ###-###-#### to discuss a deferred payment arrangement for his arrears. This involves a reasonable down payment with the remaining dollar amount to be paid in monthly installments plus the current charges for each billing period.

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

We Energies Customer Assistance

 

Consumer Response:

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.

I did pay June and July payments to them I had someone send in my payments to help pay the bills for June and July. I never fell behind on my payments they never sent me the bills for months and I received a bill for over $1000 they took me off the budget plan after July not September I am not paying for their mess up on my bills. They ruined the budget plan and I could not call them either due to not having a phone then.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ****

 

 

Business Response: We must reiterate:

It was Mr. ****’s failure to make his monthly budget payments that caused his budget billing plan to be terminated. His continued lack of payment for nearly a year is what has caused his account balance to reach its current state.

We have mailed a bill to Mr. **** at his residence every month since his account was opened.

None of those bills have been returned to us by the post office, meaning they were delivered to the specified address. If Mr. **** has problems with mail being improperly delivered or with mail being removed from his mailbox by a third party, this is an issue to address with the post office, not We Energies.

We issue bills on a monthly basis. It is a customer’s responsibility to contact us if no billing statement is received because, as noted above, if bills have not been returned to us by the post office we have no way of knowing they were not received. Not having a phone does not absolve a customer of responsibility for his monthly payments.

The last billing statement mailed to Mr. **** that was on Budget was 8/23/13. When the account was not brought current by the due date of that bill, the budget plan was terminated due to arrears and the bill mailed 9/24/13 was a standard bill (not on budget). If Mr. **** would like to discuss his billing history or request copies of the bills in question, our Customer Care Representatives are available anytime at ###-###-####.

As of today, July 3rd 2014, Mr. **** has still not made any payment since July 19th, 2013, and account notes show he has not contacted us to discuss payment arrangements. To avoid potential collection action we encourage him to call our Collections Department at ###-###-#### as soon as possible to discuss his payment options.

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

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

7/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I RECIEVED A DISCONNECT NOTICE IN MAY FO 2014, HAD TO PAY OVER $500.OO TO STOP IT, AND FELL BEHIND ON ALL MY OHTER BILLS INCLUDING RENT. I TRIED TO SET UP PAYMENT ARRANGEMENTS ON BALANCE, AND WAS TOLD NO, YOU ARE GOING TO RECEIVE ANOTHER DISCONNECT NOTICE. ON JUNE 10, I DID, AND ONLY HAVE TIL JUNE 16 TO PAY ANOTHER $514.OO. I CANNOT AFFORD THAT, AND AGAINS WAS TOLD TO BAD, I WILL BE DICONNECTED. THE NOTICE I GOT SAYS I HAVE THE OPTION TO PAY TO ENTIRE BALANCE, PAY THE $514.00 OR SET UP PAYMENT ARRANGEMENTS. WE ENERGIES ONLY CARES ABOUT GETTING THE MONEY, AND NOT HELPING CUSTOMERS.

Desired Settlement: A BETTER PAYMENT ARRANGMENT SO I DO NOT GET EVICTED, AND BE ABLE TO AFFORD THE PAYMENT.S

Business Response:

Ms ********* contacted the ****** ******* ********** ** ********* regarding payment arrangements on June 19, 2014.  Her offer to pay $600.00 down to establish payment arrangements was accepted.  She made the payment as agreed and and a 24 month payment plan is currently in place.

 

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We energies refuses to set up a affordable payment plan without another large lump sum payment in order for me to stay connected. Within the last 60 days they have received $769.00 in payments. 250.00 from myself and 519.00 from energy assistance. I have made payments to we energies every time I get paid to keep the account active. We energies still requires a minimum payment of 450.00 to remain connected and get put on a payment plan. I have made every attempt to work with and try to receive an affordable payment plan. I am now scheduled for disconnection. This is ridiculous, all I want is to be put on a payment plan.

Desired Settlement: I just want to be put on an affordable payment plan without having to make another large lump sum payment.

Business Response:

Mr ******* currently owes $1777.71.  He has made 2 payments on the account, $100.00 on 05/05/14 and $150.00 on 05/22/14.  In addition he has received $519.00 in Energy Assistance credits.  Mr ******* authorized us to speak with ***** ******* regarding his account and she called us on 06/12/14 to discuss payment arrangements.  She was advised there was an order pending to disconnect services and that a payment of $450.00 would be required for payment arrangements. There was no further contact prior to receipt of the communication from the BBB.

Upon receipt of the BBB complaint, I suspended disconnection action on the account to give Mr ******* additional time to establish payment arrangements.  We have since been notified that Mr ******* has been granted  $300.00 in crisis funds which can be applied toward the $450.00 down payment required for payment arrangements.  If Mr. ******* pays the remaining $150.00 down I will be happy to assist with payment arrangements on the balance.  The next bill date will be 06/30/14 and will include another disconnection notice.  Payment arrangements will need to be in place before the disconnection date noted on that bill.  I called Mr. ******* today and left a message asking him to call me to discuss arrangements.

6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We energies has alleged a return back payment on April 16, 2014. I have checked with my bank, and they never returned anything. When We Energies was asked for proof of a return payment, they only provided some email saying it was done. No legitimate proof that any check was returned. I have asked them to take off the return bank fee if they cannot provide proof and they have failed to provide the necessary documentation. Because I have attempted to resolve this issue so many times, they have double the charges to my account, which is unacceptable.

Desired Settlement: Remove the eronus bank fee, returned check fee and the "balance of 05/09/2014" that represents the total of the two fees off my account and adjust it in the amount of $48 off my balance.

Business Response:

Mr. ****** is the customer of record at **** * ***** * ****** ***.  Payments in the amounts of $146.73 and $133 were received and posted to his accounts on 4/17.  On 5/12/14 both payments were reversed as being unable to locate.  Fees were accessed only to one account (*****) totaling $24.00.

Mr. ****** called to inquire about the NSF notification stating his bank advised that they never returned either payment.  On 47/17 both payments were credited back to the accounts and the $24 fee was reversed. 

On 5/16 Mr. ****** called to inquire about the fees and was informed they had been reversed off of the account as of 5/12, leaving a balance owing for current charges only.

At this time Mr. ******'s concerns have been addressed.

 

6/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We energies has reported to the credit bureaus that I am delinquent 60 days and $1275.00 in bill payments. My bill of $397.99 was due on 5-19-2014. It included $110.95 for electric and $223.04 for gas and $64.00 for underpayment of budget plan. I paid my bill in full on 5-23-2014.

Desired Settlement: I am not behind in my bill 60 days. By them reporting that, my credit score has been compromised and I want them to retract that statement and offer a miscommunication to the credit bureaus.

Business Response:

After Mr. **** contacted the BBB on 5/27/14 he continued to work with our Customer Care Center staff. We believe we have arrived at a solution that is acceptable to both parties.

 

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

We Energies Customer Assistance

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In May of 2013, I switched the utility service (gas and electric) to my new address. I was told that I had an outstanding balance, roughly around $500.00. I set up a repayment arrangement with WE Engeries which stipulated that I pay $273.00/month for a period of 24 months, in order to resolve the debt. I have, for this past year, NEVER missed a payment nor have I been late with a payment. After 6 months of honoring this agreement, I received a bill for around $900.00. I promptly contacted the customer service department at WE Energies and spoke with an associate who stated that they reissue the contracts every 6 months. I explained that my initial agreement was for 24 months and that I had remained true to my end of the contract. In any event after much haggling, my monthly bill went up to $286.00/month again for a period of 24 months. Just recently (April of 2014), I received another bill for $943.00. I again contacted the customer service department of WE Energies and again had an associate proceed to tell me that "WE Energies had no record of my previous agreement." I kept all of my bills for the past year, along with names and dates of any persons that I spoke to regarding these billing issues. The associate that I spoke to was extremely condescending and denied any knoweledge of either of the two previous repayment plans. After several minutes of discussion, a third repayment plan was made for $300/month for a period of 24 months. My complaint is not only the fact that this company continually changes the agreement, but also they have reported the credit bureaus that I am delinquent in payment of $689.00 which caused my credit score to drop five points. I feel that this is untrue as I have NEVER been late or missed any of the payments since the first agreement was made. I have remained true to my word and have kept the account in good standing. WE Energies maintains that with the winter months, my bill has been over the amount of the payment arrangement however, there have been many months where my actual usage has been well below the payment arrangement. I am upset that WE Energies is using unfair billing practices and reporting to the credit bureaus false information.

Desired Settlement: I would like for WE Energies to honor the agreement that we both agreed to originally which was $273.00/month and to also correct the reporting error to the three credit bureaus. I would like a letter from WE Energies stating the agreed upon monthly amount and stipulated time frame, and proof that they have correctly reported to the credit bureaus or I will seek legal action.

Business Response:

Ms. *****-****** established utility service on 4/01/13.  A past due balance of $533.03 was transferred to her new account and an extended pay agreement for $45 plus budget of $241, was established for a total amount due of $286.

After completing 6 months on the budget a review is completed to ensure that the current budget is not set too high or low based on the past 6 months of usage as well as the time of year were taken into consideration.  When Ms. *****-******’s account was reviewed she had a credit in her settlement balance, however, it was also reviewed in October, and with the expected increase in usage for the winter heating months the budget was adjusted from $241 to $270 effective with the 7th month.  Ms. *****-****** was notified of the adjustment with the bill message on her 6th month statement.

The 7th month bill showed a balance owing of $315.  Ms. *****-****** paid $287.  She contacted our customer service department and stated it was too much for her to pay and the budget was adjusted back to $241beginning with the 8th month.

The twelfth month of the budget is the settlement month.  In order to settle you budget year you are billed your current usage plus any settlement balance whether it is a debit or credit amount.  In Ms. *****-******’s budget settlement was a debit amount of $496.72 plus she was billed her current consumption of $402.46 plus the pay agreement installment of $45, for a total amount owing of $943.18.

Ms. *****-****** contacted our customer service and her pay agreement was reset to accommodate the settlement balance.  The extended agreement was reset for 24 months with a monthly installment of $28 plus a new budget of $272 for a monthly amount of $300. Ms. *****-****** agreed and the plan was established.

When enrolled in budget it is suggested that Ms. *****-****** review her statement monthly, especially paying close attention to her current usage and the settlement balance, especially since the budget is reviewed and possibly adjusted every 6 months.  This allows her the opportunity to review her usage and make any adjustments that may help lower the consumption and keep her budget from increasing.

Should she have any future questions regarding her billing we encourage her to contact our customer service department, representatives are available 365 days a year to help assist.

With regards to credit bureau reporting every customer is reported monthly.  If your payments are made on time a positive notification is reported.  Once an account balance is more than 60 days past due a negative report is sent.  At this time there are no negative reports that werereported for Ms. *****-******’s account.

 

 

 

4/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company sent credit bureau my information about the past due bill. And this is their right to do . But I paid this past due bill in 5 days and they didn't correct the problem with credit bureau. And after I called the customer service they said they can't correct it . I don't understand how they can send negative reports but dont send The positive reports to credit bureau. Till now this is my first bill that I didnt pay on time and my credit report is down 30 point. Even everything is paid they are still not sending positive feedback .

Desired Settlement: I will be very happy if they can send the positive report or let the credit bureau to correct my information.

Business Response:

We have reviewed Mr. ****’s account and our records show that we have not issued a negative credit report for his account at any time since it was opened in November of 2013. He did incur late payment charges in February and March of 2014, but at no time was his balance delinquent to the point of being reported negatively. We report credit information on a monthly basis and the only thing sent for Mr. **** each month has been his balance, without any indication that the amount was past due (which would qualify it as “negative”).

We have also reviewed the phone conversation Mr. **** had with our customer service rep on 4/2/14. The rep correctly informed Mr. **** that the balance reported to the credit bureau was accurate and would therefore not be changed, but the rep did not clarify that the information sent was not a negative report and should not have caused any drop in his overall credit score. We apologize for this oversight.

If Mr. **** has indeed seen a recent reduction of his credit score we would encourage him to contact the credit bureau(s) to discuss why.  If he has already done this and was told his Wisconsin Electric (d.b.a., We Energies) account is the reason for the reduction, he should dispute that determination with the credit bureau because, as noted above, we have not issued a negative report for Mr. ****.

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

We Energies Customer Assistance

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, my issues with his company are with both the billing AND customer service. I have been billed for two months for a large amount of electricity that is just not feasible that we are using. When they were contacted the first mont upon receiving the $526.00 bill for a condo unit with NO heated basement, kept at 68/70 degrees and barely using lights was just ridiculously high. Myself and my partner ***** spoke to several customer service representatives who have stated themselves that it is a high bill. One representative that ***** spoke to also admitted herself that was a unusually high bill and would honor our request to have a technician come out and look at our meter that she agreed with us that I was possible something was faulty with the wiring. As if you look on the rear of my unit you can see that there was a newly installed meter because it is a light gray in color when the rest are brown. That is the meter that We Energies has been billing me these outrageously high amounts from. When asked if they physically look at the meter it was stated that they did not it was electronically read from their computer system. After being told a technician would be sent out I unfortunately missed the initial call to schedule one as I work a third shift and sleep during the day. When ***** called back we where informed that there was no record of our calling and that this representative was not going to send out a technician. And it has just been his type of a up hill battle to just get a technician out to look at this meter. Since than I have paid the $526 as I do not want to ruin my credit rating in the meantime even though I do not agree to the amount. I have now gotten a $670.45 bill due 2/4!! How low are we suppose to turn our thermostat down??? It is a cold winter and I have two young children we barely use ANY electricity to explain these charges. Our thermostat is already set to 68 we have covered the windows since the last bill yet NO matter what I DO am I being charged $143.00 MORE. They are claiming that we are using insurmountable amount of energy. All we have on at night is one lamp and a TV. And no lights during the day because I sleep and the TV. There is NO way that those two items are going to cause that much energy. I have repeatedly requested a technician to be refused repeatedly. One customer service representative went so far as to blame my sister the former occupant for not advising their technician of where to place the meter. I'm sorry my sister is not a electrician she does not know where the meter should be placed and that is not up to her. That to me tells me that they know their meter is faulty otherwise why not just send a technician out to remedy the problem refund what I over paid and be done with it?? I have even been told by email by a representative to hire a electrician when I again requested a technician. Why? It's not faulty wiring of mine it's their faulty meter. I'm already being way overcharged by their company now I am to have to pay an electrician for their faulty meter?? The unit was unoccupied with the appliances UNPLUGGED and my sister received a $100-$200 bill from them and that was when NO ONE was in there and nothing was plugged in thermostat at 50. My requests for a technician to come out and look at this meter have continually been ignored. I would like it to be looked at and this to be remedied. I want the meter to be fixed, my money refunded or credited and this bill adjusted. There is no way we are using that amount of energy. Thank you, *******

Desired Settlement: A technician to fix the meter, refund what I already have overpaid, an apology and billing adjustments.

Business Response:

We have reviewed Ms. *******’s account information and agree that her recent bills have been very high. Her past two months of billed consumption have been higher than any monthly totals at this apartment in several years.

We received a report on January 17, 2013 from a third-party male that Ms. *******’s meter continued to register usage after he had turned off the breakers to the apartment. Since receiving that report we have attempted five times to contact Ms. *******, three via phone and twice through email, but have not been able to reach her and she has not called us back. Our second email, on January 30th, included the results of an on-site meter test completed that same day in response to her high bill concerns. Our technician indicated the meter tested accurately, but said there was significant draw on the socket at the time of the test, consistent with a unit using electric heat. He also indicated he received no answer at the door when knocking/ringing (at approximately 10:30am).

Based on the report that usage continued to register when the breakers were shut off, the first thing that needs to be determined is whether or not Ms. ******* is being billed for the correct meter. If she is not, conversations about conservation and possible culprits for the high usage are irrelevant. This is why it is important for Ms. ******* to call us back as soon as possible. While we do not employ technicians who work on internal wiring or appliances, if internal access can be provided we can send someone to help determine if the meter is assigned properly (this is why the tech checked if anyone was home on 1/30).

We must stress that we can only assist in a situation that involves one unit being assigned to another unit’s meter, and vice versa, because that only involves rebilling the usage to the correct unit. If Ms. *******’s meter serves her unit and part of another unit, or it serves her unit and building common areas, it is a crossed-wiring issue and she or the owner would have to contact an electrician.

Also, please note that most instances of a meter being billed to the wrong unit are a result of incorrect information provided by a builder, contractor, or owner, whether it is a mismarked socket or incorrect plans submitted to our new service department. Ms. *******’s concern that one of our customer service reps suggested it could be her sister’s fault if the meter is interchanged is very likely a misunderstanding, because her sister moved to this unit in 2008. The meter currently serving it was installed in 2005.

We do, of course, correct billing accordingly regardless of who caused meters to be interchanged, so it is important for Ms. ******* to call us as soon as possible to arrange an appointment. If, after the investigation, we determine she is being billed for the correct meter, daily usage suggests the apartment's heating system is the primary driver of the consumption. On very cold days over the past six weeks – days with high temperatures well below zero – the daily kilowatt-hour usage has been very high, while the more mild days show significantly less consumption. If we are billing Ms. ******* for the correct meter and the bills remain high, her next step would be to talk with the owner of the property about the heating system and whether or not it is functioning properly. As always, we can provide account information to Ms. ******* at her request.

 

 

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

We Energies Customer Assistance

Consumer Response:

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.

"We have reviewed Ms. *******’s account information and agree that her recent bills have been very high. Her past two months of billed consumption have been higher than any monthly totals at this apartment in several years.

We received a report on January 17, 2013 from a third-party male that Ms. *******’s meter continued to register usage after he had turned off the breakers to the apartment. Since receiving that report we have attempted five times to contact Ms. *******, three via phone and twice through email, but have not been able to reach her and she has not called us back. Our second email, on January 30th, included the results of an on-site meter test completed that same day in response to her high bill concerns. Our technician indicated the meter tested accurately, but said there was significant draw on the socket at the time of the test, consistent with a unit using electric heat. He also indicated he received no answer at the door when knocking/ringing (at approximately 10:30am).

Based on the report that usage continued to register when the breakers were shut off, the first thing that needs to be determined is whether or not Ms. ******* is being billed for the correct meter. If she is not, conversations about conservation and possible culprits for the high usage are irrelevant. This is why it is important for Ms. ******* to call us back as soon as possible. While we do not employ technicians who work on internal wiring or appliances, if internal access can be provided we can send someone to help determine if the meter is assigned properly (this is why the tech checked if anyone was home on 1/30).

We must stress that we can only assist in a situation that involves one unit being assigned to another unit’s meter, and vice versa, because that only involves rebilling the usage to the correct unit. If Ms. *******’s meter serves her unit and part of another unit, or it serves her unit and building common areas, it is a crossed-wiring issue and she or the owner would have to contact an electrician.

Also, please note that most instances of a meter being billed to the wrong unit are a result of incorrect information provided by a builder, contractor, or owner, whether it is a mismarked socket or incorrect plans submitted to our new service department. Ms. *******’s concern that one of our customer service reps suggested it could be her sister’s fault if the meter is interchanged is very likely a misunderstanding, because her sister moved to this unit in 2008. The meter currently serving it was installed in 2005.

We do, of course, correct billing accordingly regardless of who caused meters to be interchanged, so it is important for Ms. ******* to call us as soon as possible to arrange an appointment. If, after the investigation, we determine she is being billed for the correct meter, daily usage suggests the apartment's heating system is the primary driver of the consumption. On very cold days over the past six weeks – days with high temperatures well below zero – the daily kilowatt-hour usage has been very high, while the more mild days show significantly less consumption. If we are billing Ms. ******* for the correct meter and the bills remain high, her next step would be to talk with the owner of the property about the heating system and whether or not it is functioning properly. As always, we can provide account information to Ms. ******* at her request.

 

 

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

We Energies Customer Assistance"

 

I have several issues with this response. First I contacted We Energies in December regarding the $526.00 bill and requested SEVERAL times by phone myself & my boyfriend ***** whom I gave permission to discuss my account, to send someone to look at my meter due to the high bill. We were initially told that yes that is unusually and they would send someone out and call to make an appointment like I have previously stated stated I did miss that call as I do work a third shift and do not get to bed until after 3:00am so I sleep during the day. We did call back to make the appointment and spoke to a other representative who flat out refused as I previously stated. ANY time I have missed a call I have called back. Recently I switched to emails due to the last representative spoken to advising us that there was NO record of our calls. 

We Energies states "We received a report on January 17, 2013 from a third-party male that Ms. *******’s meter continued to register usage after he had turned off the breakers to the apartment. Since receiving that report we have attempted five times to contact Ms. *******, three via phone and twice through email, but have not been able to reach her and she has not called us back. Our second email, on January 30th, included the results of an on-site meter test completed that same day in response to her high bill concerns." I don't know who contacted them on January 17,2013 but it was no one affiliated with me as I did not reside at this condo on January 17, 2013. I am unaware of the meter continuing to run when the breakers were turned off. I did not receive ANY calls from We Energies regarding the meter continuing to run after the breakers were shut off. ON January 16, 2014 at 12:13pm I replied to a email from '*******' I received on January 16, 2014 at 10:36am WHO suggested we turn off the main breaker and check to see if it affects other units and the main area. Again as I have explained and responded prior this is NOT a apartment complex there is NO common area that is shared by these condos. There would be NO way for me to know if someone lost partial or all of their power upon my shutting my main breaker off. The ONLY way I would know is if someone called into We Energies and notified them of a possible power outage and We Energies notified me. There is NO common hallway, or lobby these are individually owned condos that are kind of like side by side townhomes. Separate except for a shared wall. Yet We Energies continues to refer to this as Apartment rather than Unit which is not what is on my address and postal address and I have advised them this is not a apartment. I have no missed calls on my phone from We Energies except one and that was regarding the meter test and the representative left a voicemail which I have saved stating that they were sending someone out to do the meter test and since the meters were on the outside of the residence so I did not have to be present. I was home that day sleeping as I sleep during the day due to my third shift schedule as I have informed Ae Energies in my 1/16/14 email I did not hear any 'knock' the only door the technician may have knocked on was my patio door as that is where the meter is near. I heard no knock on my patio door and heard no buzz for entry either as to knock on my front door you would need to buzz for entry as the atrium is gated. I heard neither. The representative called and left a voicemail with the results and a email to which I responded on January 31, 2014 at 4:12am. So I have responded to their 'attempts' at communication and do have the emails and voicemails saved and can also pull my phone records if need be. I have yet to hear anything back from that email this is the first response I have heard since then. My last two months are not the only high bills, my sister has provided me with bills she has received when no one was occupying this condo and stated she contacted We Energies regarding the high bills herself. One bill she received was $284.24, for NO ONE living there????


 

"We must stress that we can only assist in a situation that involves one unit being assigned to another unit’s meter, and vice versa, because that only involves rebilling the usage to the correct unit. If Ms. *******’s meter serves her unit and part of another unit, or it serves her unit and building common areas, it is a crossed-wiring issue and she or the owner would have to contact an electrician." NOW this have an issue with these meters are installed BY We Energies, are the property OF We Energies and I am charged for use of the energy and the use of the meters YET they are NOT responsible for a possible cross wiring? How so? These meters, meter boxes and a power pole are all outside SO that being the case and those being the property OF We Energies most likely installed by We Energy technicians then how is it that they can only merely 'assist'? Especially since the NEW meter that was installed in 2005 is the one that I am being billed for and am having issues with. As a company I feel they can more than assist and are responsible for this as it has been obvious for awhile that there was an issue. Especially when there was almost a $300.00 when no one was living here as a company there should be some responsibility on their part to do more than 'assist' and try to lay the blame at other's feet. I find the mere kilowatts that I and my sister have been billed for more than speak for themselves. For me to have been billed $526.00 for December than $670.45 for January for a condo is outrageous, and for to have to even come to the BBB to fix this is more so. So per them only assist knowing that there is a possible crosswiring issue they will still continue to bill me for electricity that I am not using. That's fair. How are they not the one's who assign the meter's ? It is their meter? 

So I am just out that money I paid to them for electricity I was not using. My sister is the current owner of the condo. I am not satisfied with their response. I was not contacted other than the times I previously mentioned. My sister & her husband are going to hire an electrician to eliminate that aspect of the disagreement and we will inform We Energies of the results as well as the BBB. We will then go from there. 
 
I was never advised to contact them regarding correcting my billing I will do so as soon as I am able. I disagree with the heating we have kept the heating the same temperature from December-January and my bill went up $143.00. We even weatherized the doors & windows in attempt to bring the bill down. But I will continue email correspondence with them to come to an agreeable resolution to this matter. At this point we are not. 
 

 

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I noticed on my credit report a negative account from WI Electric POWER. Account number ******XXX from 12/01/2012. I have always paid my bills on time, I was never notified of a late or overdue payment and I have written WE Energies several times with no response. I did also attempt to call them in March of 2013 and I was told that the bill was from somewhere in Oak Creek, WI. I informed them that my ex-husband have at one time lived in Oak Creek but I had never lived there and definitely did not have an energy bill put in my name there. The operator did not understand and then instead of assisting me with the situation, he asked for my new address and then sent me a bill! WE Energies are reporting false and negative information to the credit bureaus which is negatively affecting my score. They have refused to assist me in any way despite my numerous attempts to rectify this situation.

Desired Settlement: I would like for WE Energies to delete the trade line from all three credit bureus regarding this bill as this account is not mine.

Business Response:

On 12/21/12 we received a phone call from a female who identified herself as **** *. *******. The caller provided the identity information we had on file and requested service in her name at **** * ******** **** *** ** as of 12/18/12. That account was open until 7/31/13 when a subsequent tenant called to start service. We have no record of any other communication from Ms. ******* while her account on ******** **** was open, but four payments were made during that time period.

The Wisconsin Court System Circuit Court Access website provides the court record events for Milwaukee County Case Number ************, In RE the marriage of ******* * ******* and **** * *******. The record shows that Ms. ******* submitted a change of address notification to the court on 2/12/13 indicating she had moved to **** * ******** **** *** ** ** *** *****.

As this is the address Ms. ******* now claims she never lived, we would ask her to double check her own records to verify the court record event is indeed incorrect. If it is, she should contact the court to have to record corrected and also file an identity theft case with the police regarding the person who called on 12/21/12 with her information and started the account in her name. After filing the police report we would ask Ms. ******* to provide us with a copy of the identity theft affidavit so we can correct our records and begin an investigation into who should have been billed.

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

We Energies Customer Assistance

Consumer Response:

[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 although I do not find the company response at all legit (I have no idea what court record they are referring to_ I am filing bankruptcy due to the fraud I have endured and will include these charges in the filing.  Police have been notified

Regards,

 

**** *******

 

 

 

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I WAS ON A BUDGET REPAYMENT PLAN FOR $77.00 PER MONTH. PAYMENTS OF A EST. AMT $85.15 CAME THROUGH TO WE ENERGIES. HOWEVER IT WAS MISAPPLIED TO, AND FUNDS DID NOT GET APPLIED TO MY ACCOUNT. SO EACH MONTH THAT THE 77.00 WAS DUE 85.15 WAS SENT IN YET IT WAS NEVER APPLIED TO MY ACCOUNT. WHICH LED TO MY BUDGET PLAN BREAKING NOT BEING MY FAULT.

Desired Settlement: I'M REQUESTING THAT THE BUDGET PLAN SET ON MY ACCOUNT BE BACK IN PLACE FOR $77.00 MONTHLY DUE TO WE ENERGIES MISAPPLYING MY PAYMENTS.

Business Response: I spoke with Ms ***** and confirmed that the misapplied payments were now correctly applied to her account.  I also explained that the payment plan she had been enrolled in was established through the Energy Assistance Agency.  I told her I would see what could be done to reinstate the agreement.  I was advised that the agreement will be reset beginning with the next bill which is scheduled for April 28, 2014.  I called Ms. ***** today to confirm but had to leave a message.

Consumer Response:

 

 

[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.  However, I would like to request a document in writing via mail or email stating that the plan will be reinstated as advised 04/28/2014.

Regards,

 

****** *****

 

 

 

4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In August of 2013 I noticed that there were several past accounts from WE Energies on my credit report, that indicated I had missed/late payments. I wrote WE Enegergies about the incorrect information. August 14, 2013- Three letters were sent to me from WE Energies, and signed by **** ****, ******** ** ****** *** ***********. Ms. **** indicated on the letters on my accounts the following: Acct # ********** Dec 3-Sept 9- 0 times reported negatively to the credit bureaus. $0 amount owed Acct # ********** Sept 15 2007- Jan 21, 2008- 0 times reported negatively to the credit bureaus. $0 amount owed Acct # ********** Sept 01 2009- Sept 12, 2011, 0 times reported negatively to the credit bureaus. $0 amount owed Despite Ms. ****s letters to me indicating that I was never late, the information remained incorrect with the Credit Bureaus. On March 21, 2014- I again wrote WE Energies and asked them to remove the false and negative information from my credit report. On March 27, 2014 - Ms. **** wrote me again and indicated that all my accounts, including my most recent account ( # **********) were paid on time. Despite numerous letters and confirmation back from WE Energies, the Credit Reporting Bureaus are stil listing past due amounts, late fees, and other negative information on my account. WE Energies has failed to correct the errors. On April 1, 2014 I wrote WE Energies again,but I doubt I will have a resolution, it has already been 10 months

Desired Settlement: I am requesting that WE Energies contact the three credit reporting agencies (Trans Union, Experian, and Equifax) and have the false and negative information (from all of my accounts) taken off my Credit Reports

Business Response:

The three accounts that Mr. ******* references were all final years ago.  We Energies received a “form letter” stating there were errors in reporting these accounts to the credit agencies.  Based on these letters We Energies sent a letter to Mr. ****** stating the specifics of the account; turn-on/ turn-off dates, negative reports, disconnect notices and balance, etc.  If the account balances were zero the  credit agencies were notified and asked to remove the trade lines from the customer records; which occurred for all three (3) accounts in August 2013 to delete these trade lines.

We presently report to Transunion and Experian.  If these agencies show a balance owing Mr. ****** will need to contact the agencies directly to file a dispute.

We do report to the credit bureau monthly, however, only when an account balance is over 60 days past due is a negative report generated. Regarding his active account he has never been reported negatively. Any questions regarding credit reporting for his active account should be directed to the Customer Care Center at ###-###-####.

 

Business Response:

As previously stated the credit agencies were notified and asked to remove the trade lines for the accounts that Mr. ****** referenced; which occurred for all three (3) accounts in August 2013.  When the trade lines are deleted, all history is removed as if those accounts never existed.

 

If there are any discrepancies regarding the final accounts Mr. ****** will need to file a dispute directly with the credit agencies.

Consumer Response:

[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 Bureaue

Trade lines are not removed ..yet

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

Regards,

 

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

3/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We just moved into this house in November, which is rented, and have consistently received higher and higher bills each month so far. We are completely and fully aware that this has been the coldest winter in Wisconsin for a very long time, however, we also have had larger dwellings with electric heat and paid nowhere near what we are here. We called to have the meter checked and were told that they don't do that, even though it is their meter. The registers and thermostats have been replaced by our landlord. The windows are covered with plastic. We don't touch the thermostats and we are keen to keep lights and appliances off we don't need. While we believe that there is some sort of error in the actual reading of energy usage, we really at this point are simply looking for this company to give us a break in paying these high costs. We have called three times now requesting that they allow us to make payments every month without repercussions to our credit. We plan on paying more in the summer when our usage will be next to nothing, as we don't have A/C. They simply refuse to do anything outside of putting us on budget billing, which will not do anything but serve to lock us into a high payment year-round. It is a shame that we have no choice but to be forced to purchase energy through this company, and when it comes time for them to work with their customers who may be under duress due to their prices, they snub their nose and basically say "pay us in full now, or suffer". Sounds fair and above board, doesn't it? As a side note, this house is under 475 square feet. It may be old, but the the usage still seems way too high. In the end, we really just want them to work with us on payment.

Desired Settlement: Allow us time to pay down the balance and catch up over the summer without being locked into a budget billing plan year round, and without getting our credit score knocked because we can't afford to pay such large amounts every month.

Business Response:

We understand and appreciate Mr. ******* concern regarding the electric usage for the property located at **** * ******** ** ********* ** *****. However, Mr. ******* is not authorized to discuss the account therefore we are unable to provide any account information.

Business Response:

 

As previously stated budget is an optional billing program to help spread out the utility costs over a 12 month period. Since Ms. ******* has only been the customer of record since 12/03/13 the suggested budget on the account was showing $140; this is based on the past 24 months of usage history. When calculating past usage history, as well as considering Ms. *******'s current usage, the suggested budget is $170. Again, enrollment into this program is optional, however, if interested in enrollment Ms. ******* can contact our customer service department at ###-###-####. 

Consumer Response:

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.

Well, we have decided that we are going to pay what we can each month. We are not going to choose between eating and commuting to work over straining to pay this giant electric bill. If it makes you, as a company, feel good to damage our credit because of that then that's how it has to be. Furthermore, we have no intention of NOT paying what we owe. We are going to pay each month what we can, more than likely around $100 and maybe more if possible. It would be pretty low for you to hold that against us, and, god forbid, turn our service off. I think this can come to a close now.

Regards,

**** *******

 

 

3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Filed a complaint last month about a $745.00 deposit charge that was added to my bill. Bill did say :" To avoid" potential legal action or a deposit request totaling as much as your four highest bills, payment in full of past due charges must be made immediately. If you cannot pay in full, please call ###-###-#### to make a payment and payment arrangements. In addition, your current charges are due by 02/17/14 . On 2/10/14 All past due charges were paid. I am still disputing a $745.00 deposit fee that still remains on my account after I complied with was CLEARLY stated on my bill. If this was not correct it should not have appeared on my bill. 2/27/14 - just received current bill from We energies which now states that I am past due (which clearly is NOT the case) and they are now adding late fees on top of the disputed deposit fee amount.

Desired Settlement: Billing adjustment of $747.89 taken off bill.

Business Response:

Ms. ****** quotes the bill message that appeared at the bottom of her billing statement issued 1/28/14. We would ask her to review the previous month’s bill, issued 12/26/13, which contains the same message (except for the due date of the current charges).  After that 12/26/13 bill was issued she did not remit “payment in full of past due charges,” nor did she “call ###-###-#### to make payment and payment arrangements.” As neither of those requirements was met, the deposit was assessed and included as “Current Other Charges” on her next bill on 1/28/14.

As Ms. ****** notes, the message on both bills clearly indicates that, “legal action or a deposit request,” are possibilities. As a deposit had already been billed, the message on the January bill refers only to the possibility of legal action, which we have not initiated.

Also, as indicated in the bill message, all current charges on the 1/28/14 bill were due by 2/17/14. When the “Current Other Charges” of the deposit were not paid by that date and no payment arrangement was in place by the following billing date (2/26/14), a late payment charge was assessed, which brought the total past due to $747.89. As noted in previous responses regarding this matter, we encourage Ms. ****** to contact our Collections Department at ###-###-#### to discuss payment arrangement options if she cannot pay this amount in full.

 

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

We Energies Customer Assistance

Consumer Response:

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.

Ms ****** spoke to **** at the Public Service Commission on 2/27/14 right before this complaint was opened with the BBB again in regards to re-opening the case to due late fees now added to a once again incorrect deposit amount being added to the bill.

Thinking that as the bill also stated that legal action might just be necessary.

 

Regards,

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

Business Response:

We have verified with Public Service Commission staff today, 2/28/14, that Ms. ******’s file is still closed and their determination remains unchanged. We encourage her to contact our collections department to establish a payment arrangement on her remaining account balance.

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

We Energies Customer Assistance

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a alert that my credit changed when I looked at my credit score it should We energies when I contacted them they said it was for a place I lived at that I never had service in my name. It was a single family house but landlord rented it to 3 different families and converted it. The landlord than was allowed to put it in my name without consent and the bill was in someone's else's name when We energies claimed I had it in my name they have not sent me bills or proof to there claims and per Wisconsin law the last d lord should have been responsible for charges. We energies refuses to fix this issue and says landlords can do what they want.

Desired Settlement: Removal from credit bureau and apology letter plus a billing adjustment.

Business Response:

Mr. ********* and his girlfriend occupied the property at **** * **** ***, along with his girlfriend’s mother who was our customer of record.  Mr. ********* applied for service at this address on 06/29/12 however; the application was denied pending proof that the mother had vacated the premise.  The proof was never received and his girlfriend’s mother remained on service until 08/08/12.  On 08/08/12 it was confirmed that the service was being jointly metered for more than one living space and the bill was placed in the owner’s name.  In September 2013, the mother disputed the charges and provided proof that she did not reside at 2005 S 68th St. after June 2012.  The owner of that property confirmed that Mr. ********* and his girlfriend remained in the apartment after the mother vacated.  In addition, we had record of Mr. *********’s application for service at the time the mother moved out.   Pursuant to PSC113.0406(6) Mr. ********* was billed for service from 07/01/12 until service went into the owner’s name on 08/08/12.  The Public Service Commission of Wisconsin has reviewed this case and has determined that the billing is correct.

 

Business Response: At the time of our initial investigation, our records indicated that the property owner confirmed that Mr ********* and his girlfriend were the tenants of record and should be billed.  We were not made aware of the fact that Mr ********* vacated the property when he became aware of the joint metering issues, until Mr ********* discussed his concerns with the Public Service Commission of Wisconsin.  Based on the updated information, the charges were reversed and the Credit Bureau records will be corrected.

Consumer Response:

[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,

 

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

 

 

 

2/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have just received a letter from We Energies basically stating that, they do not like my payment practices and they feel the need to add a $745.00 Deposit on my account. If I fail to pay for this deposit but yet still pay for my services they can disconnect my service or take it to court. My payment practices have not changed in the over 10 plus years that I have had service with them. I am single mom who constantly struggles to make the bills, and have always paid this company. I pay what I can and adding a huge deposit along with threats makes no sense, especially without contacting the customer at all and no detail as to how this amount was calculated. would also like to know how I can be threatened with disconnection of service when payments are being made on service.

Desired Settlement: I want the ridiculous deposit taken off my bill.

Business Response:

Ms. ****** has been the primary customer on service since 09/01/05 and is billed monthly for gas and electric service.   Due to Ms. ******’s payment practices, not to pay during the winter moratorium prompted a Deposit Notification letter to be mailed out on 11/08/13, requesting that she bring her account current or risk a deposit being accessed to her account.

Ms. ****** failed to bring the account current and a deposit was added to the account effective with the 01/28/14 bill.  Once the full deposit is on hand and there are 12 consecutive months of in full, prompt payments the deposit will be refunded.

The amount of the deposit is equal to your four highest bills within the last 12 months. Deposits earn interest at a rate determined by the Public Service Commission of Wisconsin (PSCW).  The deposit could be removed if Ms. ****** can provide proof of her quarterly income showing she is at or below 200% of the federal income guidelines.  Should Ms. ****** be over-income and unable to pay the entire deposit balance in one installment, we encourage her to contact our collection department at ###-###-#### to discuss establishing an extended pay agreement.

 

Consumer Response:

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.

[Yes I have been a customer since 2005 and have paid the best my can. like stated, my payment history has not changed other then the fact that I do not get Energy assistance. I have received a letter stating that We Energies has tried to contact me due to a complaint that was also filed with The Public Service  Commission but that my phone was temporary disconnected. I have responded to let them know that if information was updated and if they were calling the number listed on the actual complaint they would have gotten a hold of me as my number has never been disconnected.

 

Current bill has following note attached : Collection Notice To avoid potential legal action or a deposit request totaling as much as your four highest bills, payment in full of past
due charges must be made immediately. If you cannot pay in full, please call 800-842-4565 to make a payment and payment
arrangements. In addition, your current charges are due by 02/17/14 .

q Credit Bureau Information We have notified the credit bureau of the past due balance on your account. To prevent further negative
reporting, payment in full must be received in our office by the due date.

 

Other Charges
Deposit Installment $745.00
Total Amount $745.00 - 

 

I have highlighted the main part. This was on my current bill along with a deposit fee of $745.00 Payment of all past due HAS been paid along with half of the current charges that are not due yet. Due to this next bill should not show a deposit of this $745.00

Regards,

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

 

 

Business Response:

As previously explained, the deposit was accessed due to Ms. ******’s past payment history.  The deposit will remain.  Once we have received the full deposit the 12 month period begins; there will then need to be 12 consecutive months of in full, and on time payments. After the 12 consecutive payments have been attained the deposit will be refunded with interest.

Should Ms. ****** fail to pay the deposit she does risk further collection action, including;

·     Priority disconnection in April

·     Legal judgment

·     Wage garnishment

·     Treble damages

It is suggested that Ms. ****** contact our collection department at ###-###-#### to establish an extended pay agreement.

 

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We pay our bill on the budget plan. Always paying a surplus. They called us in December and said their equipment was not working and they could not get a good reading on our meter going back 15 months to September of the year before. So we owe them for 15 months of billing of gas charges. Even though it was their faulty equipment that cause this problem. We always had a surplus credit on our bill during this time so we would stay ahead of the billing. So things Like this would not happen! This is a very poor business practice and has created a hardship for our family.

Desired Settlement: Written apology from the president or CEO of We energies. Are we responsible for there faulty equipment after our budget period was over and accounted for. I want them to Know this has created hardship for our family. And to get better at checking their equipment so this does not happen to other families.

Business Response:

We reviewed Mr. *****’s account and confirmed that the automated meter reading device on his natural gas meter malfunctioned and stopped transmitting accurate data in July, 2012.  On November 12, 2013 we replaced the device and once again began receiving accurate data.

In order to ensure fair billing for all customers, our state law, administered by the Public Service Commission of Wisconsin, requires us to bill for all energy used during the time the automated meter reading device was not transmitting data, up to a two year period.  Although the transmission device malfunctioned, the dials on the natural gas meter continued to accurately register the usage.  Therefore, the corrected billing was based on Mr. *****’s actual usage.  We can offer an extended payment arrangement on the rebilled amount, and I would be happy to discuss such an arrangement with Mr. *****.  I am available Monday through Friday from 8:30am to 5:00pm and can be reached at ###-###-#### **** ****.

We apologize for the inconvenience and concern this situation has caused Mr. *****.  A malfunctioning meter is not a common occurrence, and we work very hard to ensure that our meters are accurately recording energy use. 

****** *****

Customer Assistance

 

1/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There is a discrepancy between my energy bill, and the actual amount of usage. I called We-Energies to inquire amount the discrepancy and what they tell me doesn't add up. I haven't used double the amount of energy usage in two weeks. My bill each month hasn't been more than $75 since I've opened my amount with We-Energies and now it's $133 for future services that I haven't used. I don't usage much heat for my small apartment nor hot water.

Desired Settlement: I would like my bill to be adjusted to the actual cost of my home energy usage, and not some talk of me using double the therm usage when even now my heat is off.

Business Response:

Mr. **** has been the customer of record since 7/24/13 and is billed monthly for gas and electric.  This is Mr. ****’s first winter at this property and the budget history for his unit indicates that the usage has been “averaging” $72 monthly.  However, based on weather conditions throughout the year the “actual” usage may be higher or lower than the suggested budget.

Mr. ****’s most recent bill for the period from 11/25/13 – 01/14/14 totaled $133.01 a significant increase from the prior month, reflecting the much colder temps and a decrease in the average temperature from 36 degrees the month prior to an average of 23 degrees for the most recent bill, resulting in additional consumption and a higher bill.

A customer service supervisor spoke to Mr. **** regarding his billing concerns.  Customers are not billed in advance for usage; they are billed monthly based on their actual consumption.  It was suggested that Mr. **** set his thermostat at a set temperature when home, and decrease the setting over-night or when gone to avoid turning the thermostat on, heating the home to 80 degrees and then turning it off.  In addition, Mr. **** will be receiving our free money saving kit and brochure offering valuable suggestions on how to reduce his usage to help make his home more comfortable.

As a courtesy I also contacted Mr. **** informing him that there are other resources available such as Energy Assistance and Budget Billing to help with the higher than expected winter bills due to the colder temps.  Mr. **** stated that he appreciated the calls and suggestions and would be setting his thermostat at a lower consistent temp going forward.

Should Mr. **** have any additional concerns he is encouraged to contact our customer service department at ###-###-####.  Representatives are available 24 hours a day 7 days a week to assist.

 

 

1/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WE reported to Transunion and Experian Credit Bureaus that my account was 60 past due in January and February of 2013, respectively. In October of 2012, I was notified that (due to some technical glitch) WE had failed to include gas charges in my statements from February through September. Those charges were billed, along with regular service in October. I definitely had trouble catching up, but I did, and no payment was ever 60 days past due. Disputes filed through the credit bureaus directly were not successful. I phoned WE customer service. The agent (*******) spent 20 minutes "educating" me (her words) about the credit reporting process. She told me that I was notified that delinquency would result in a negative entry to my credit report. I don't know if that's true, I use paper-free billing. I asked how the notification was made, and she couldn't answer that. I am certain that notification didn't come in the mail. I asked her to consider that all subsequent payments have been made before the due date. While I concede my payment was later than it should have been, the length of delinquency was misreported and lowered my otherwise good credit rating by 40 points for 11 months. I told her that the error had caused two credit card issuers to lower my credit limits. I suggested deletion as a solution that would satisfy me. She told me that deletion would be unlawful under the Fair Credit Reporting Act. I disagreed, so she suggested I file another dispute with the credit bureaus. I requested contact information for the department of WE Energies responsible for credit reporting. She refused and again advised me to take it up with Experian and Transunion.

Desired Settlement: I request deletion of the negative information misreported to Experian and Transunion.

Business Response:

The 12/04/12 bill included a message explaining that we report to the credit bureau on a regular basis and, in order to avoid a negative report, the bill must be paid in full by the due date. When the account was not brought up to date by the next bill date of 01/08/13, the credit bureau was notified of the past due balance on the account. There was no negative report in February as indicated in the complaint. Customers using paper free billing may view the bill messages under the Billing & Payment History tab, by clicking on the “Bill Inserts” option listed on the same line as the bill.

Due to the malfunctioning gas meter and subsequent rebilling in October 2012, an exception will be made to remove the negative credit report for January 2013.

 

12/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Lack of notice prior to disconection.....Had got service turn on then two months later they shut us off again.....

Desired Settlement: By law thay notifie credit bearue ... thay could undo but i know that's probley not possiable....

Business Response:

Mr. ******* has been the customer of record at **** ****** ** ******* since 05/05/09 and is billed monthly for gas service only.

Due to lack of payments from July 2012 until March 2013 Mr. *******’s account fell into a delinquent status, resulting in services being locked for non-payment on 7/23.  A significant down payment was received and service restored.  However, Mr. ******* failed to establish an extended pay agreement for the remaining balance; no additional payments were received from 7/23 – 10/22 resulting in disconnected of service for non-payment.

Prior to disconnection of service there is notification through bill messages and outbound phone calls informing the customer that the account is past due and encouraging them to contact our collection department to make arrangements.

Mr. ******* applied and did qualify for energy assistance to help with the past due balance and service was restore on 11/22/13.

Regarding credit bureau reporting We Energies does notify the credit bureau monthly.  When an account is 30 days in arrears the following bill message will appear. “We do report to the credit bureau on a monthly basis.  To avoid a negative report please pay your bill in full by the due date.  When the account has been reported the will also receive a bill message informing them that they have been reported to the credit bureau regarding their past due balance. 

Going forward it is suggested that Mr. ******* make monthly on time payments to avoid future negative credit reporting and collection action.

 

 

12/6/2013 Billing/Collection Issues | Complaint Details Unavailable
11/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2006, We energies filed a Judgment against me for an unpaid utility bill. In October of 2013, in an effort to clear old credit files, I paid the amount due with penalties in full. I have a receipt and letter from the collection agency stating the account has been paid in full and the file is closed. The collection agency has also contacted all three credit reporting agencies to have them amend my credit report and they have had the file completely removed from my credit report. I ask them about the judgment release and they told me that I would have to contact WE Energies because they are the ones who filed the judgment. This makes sense to me. I contacted WE Energies and they decided to give me the run around. They admitted that the file has been paid, but if I want to release of the judgment, I would have to contact the collection agency. Per We Energies recorded phone call I informed the representative of We Energies that I already contacted the credit agency and was told to contact We Energies (WE). The WE representative once again told me that I would need to contact the collection agency. I once again stated that I have already done so and because WE filed the judgment, WE must send the release. Upon my own investigations with the ** ******* *****, I have found this to be correct; WE MUST send me or file directly with the court. This went on for several rounds at which I said I want to speak to someone else. I was placed on hold and after a few minutes the representative told me that WE will look at sending out a release after Dec 2nd of 2013. Considering that this account has already been paid for at least 2 weeks and cleared from my credit report, I told them that this was completely unacceptable and that it made no sense. I offered to send them a copy of the receipt. they said they show the account paid and will look at the account after Dec 2nd. I asked why it would take so long to send the release and was told by the representative that it was an old file and I took 6 years to pay them. I inferred from his remark that because I took a while to pay the bill, that they are going to take their time to release the judgment. This time frame is totally unacceptable and I believe goes beyond the time frame allowed by state law per WI Statute 779.13 which says that the satisfaction of judgment must be sent within a "reasonable" time. I find it unacceptable to have to wait 6 weeks after the bill has been paid before they will look at my file and make a decision. I find the WE energies employees indifference to the situation is disturbing at the very least and criminal and the very worst.

Desired Settlement: I would like WE to send the release as soon as they receive this complaint and I would like a letter of apology. I also ask that WE be made aware of their responsibility in regards to situations like this; I find it hard to believe that I am the only one who has experienced this.

Business Response: Because payments made by check may be cancelled by the customer for up to thirty days, it is our policy to hold the Letter of Satisfaction of Judgment for a period of 35 days.  We received the payment from the collection agency on 10/31/13.  Mr. ******* was advised that the account is scheduled for review on 12/02/13. As long as payment is not stopped, the letter will be released at that time.

11/12/2013 Delivery Issues | Complaint Details Unavailable
11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After finding a card on my door that I needed to have my gas meter replaced, they did so on June 3. The only gas meter to be replaced on my street. A month later I was notified that the meter they replaced was believed to be "faulty" for the last 1-1/2 years and by their ?calculations? I owe $1,112.77. They increased my budget plan twenty dollars per month to recoup their money after talking to **** ###-###-####. She said she pays her bills and I should pay mine. I have paid my bills every month on time for twenty-five years. Check my excellent credit rating and you will see that I pay what I rightfully owe. I received a new letter this week that said I still owe $1,045 .76 and suggest I increase my monthly amount to "pay up." Two years ago I put in an energy efficient furnace, wash clothes in cold water, changed from gas to electric stove and have lived alone down four occupants in that time. On social security I try to keep my bills to a minimum. I conscientiously reduced my usage so they assumed my meter was faulty and therefore this problem. To take 1-1/2 years to notice a difference and assume a bad meter not an energy conscious senior is so wrong.

Desired Settlement: I believe my gas consumption was down for the above named reasons. They can bring the faulty meter to court and prove that it is mine. The man who deemed it faulty can explain to me how they came up with this figure. If they are basing amount on past usage times eighteen months that would be grossly inaccurate.

Business Response:

The gas meter at Ms. *****’s residence correctly measured the gas service she used. That meter was installed on 12/29/03 and removed on 6/3/13. The reason Ms. ***** was underbilled from sometime after 7/24/11 until 6/3/13 is that the radio transmission module, or AMR, that is retrofitted on the meter and sends us the monthly meter readings, malfunctioned sometime in July of 2011.  The actual gas meter itself continued to accurately record Ms. *****’s consumption, so when we arrived to exchange it on 6/3/13 we discovered the meter reading was significantly higher than the last reading the AMR module sent us. As the AMR transmissions are used for monthly billing, this meant we had been using inaccurate readings to bill Ms. *****.

The malfunction occurred at the physical connection between the meter and the AMR module. The mechanical part of the AMR module that rotated with the meter dials became bent, which caused it to repeatedly slip off the connection between the two devices. This in turn caused the AMR module to record far fewer rotations than were occurring on the meter. In other words, the transmission device was sending us readings that indicated Ms. ***** was using significantly less gas than was actually consumed.

While we can appreciate her efforts to reduce energy consumption, as well as the effects of having fewer people in the home, a review of Ms. *****’s gas charges for the month of January for each of the past ten years shows that conservation could not by itself account for the reduction after the module failed in mid-2011:

2004: $ 207.34

2005: $ 219.87

2006: $ 180.52

2007: $ 170.21

2008: $ 212.18

2009: $ 299.69

2010: $ 202.40

2011: $ 179.48

2012: $ 15.42

2013: $ 11.99

Because Ms. *****’s heat source is a gas furnace, the high January amounts through 2011 make sense. When we consider, however, that her gas charges of $11.18 for August 2012 – when no heat is needed – are within just a few dollars of the charges during the cold Januarys of 2012 and 2013, it is clear that conservation alone could not cause such a large reduction.

As the Better Business Bureau is aware, utilities in the State of Wisconsin are required by the Public Service Commission (PSC) to backbill customers for correct usage for up to 24 months in the event of a module or meter failure. While the module failure was not by any means Ms. *****’s fault, and her budget billing made it more difficult for her to see the dramatic difference in her year to year comparisons, the law is in place to ensure one consumer does not pay less than another for the same amount of gas or electric service. In this instance Ms. ***** was charged for significantly less gas than the amount she used between July of 2011 and June of 2013, and the PSC requires that we rebill her.

As she notes, we have encouraged Ms. ***** to incorporate the backbilled amount into her existing budget plan to minimize the impact on her monthly payments. We can also offer an extended payment arrangement to spread the cost over more than just the remaining months of her budget year. She may contact our Customer Care Department anytime at ###-###-#### to discuss these options, or to go over any questions or concerns she may still have about the rebill.

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

We Energies Customer Assistance

10/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have faithfully paid above and beyond my monthly charges due to being behind on my bill. I have recently been put on two medical devices that require electricity. A CPAP machine for my sleep apnoea and Nebulizer for a significant change in my asthma. My doctors have released paperwork to WE Energies to keep them from disconnecting my services while I continue to pay off my bill. Due to these machines, WE Energies has said that my energy bill has gone up. Makes since. However my bills have been extremely high for the last several months. I have documentation of seven (7) dates that I have asked to have a WE Energies employee come out and do a meter check, because I believe my meter is not correct. Every time I have asked, they have refused, saying they have conducted tests on their own meters and they are very accurate. I have gone now one month without a payment and said I could make a payment today, however the answer I received from WE energies BOTH times I called this morning was, "Since you are already scheduled to be disconnected, we cannot discuss a payment with you until it is shut off. Then you have to call us back and we can discuss a payment plan and possibly a down payment" I asked when my electric would be shut off and they said between 8am and 8pm. So I made arrangements to stay at a hotel so I could use my CPAP machine. Since they refused to discuss a dollar amount with me, I had no idea what I will be paying when I do get shut off. Now I wasted my money on a hotel room and I could have stayed home one more night. So apparently the only thing being on a breathing machine at night means to WE Energies, is that you can have an additional 21 day extension to pay your bill. The rep gave me misinformation this morning, stating " Try running over to Energy Assistance, they can probably get you immediate relief" This SHOULD NEVER have been explained to me. I have already called for energy assistance and they are out an entire month for booking appointments. This is false information that has nothing to do with WE Energies, so I was given this advice is beyond me. I was clearly given false hope in an already terrifying situation. "

Desired Settlement: I want WE Energies to work with me on paying off my bill with a REASONABLE monthly amount. $1200 down payment is NOT something that I can handle, especially when I only gross $1100 a month and have three kids. One also on a nebulizer machine as needed, now. I do not want my service shut off, I want to make a reasonable payment and I dont' want to pay any reconnection fees, if they do shut it off - I believe this would compensate for the hotel room I had to purchase because they said they were going to shut off my account today when I spoke with them twice this morning at 7:30am. I went to channel 6 (fox 6 news) with this, and one of the assistant editors was interested in hearing my story because We Energies said they will work with anybody to do a down payment. I also want my meter checked as well. The thing is practically hanging off the wall of my home, so I can't imagine how efficient it truly is. ***** ****** **** ** ****** *** ********* ** ***** ###-###-####

Business Response: Ms. ****** raises several concerns in her complaint to the BBB. They are addressed individually below:

Paying Above and Beyond Monthly Charges: While Ms. ******* has made several large payments this year, as of the bill issued on 9/12/13 she had paid only four times in 2013. Each of those four payments did exceed the charges for that particular month, but her total balance increased over $900 between September of 2012 and September of 2013 due to the months for which no payment was received.

Medical Concerns: The bill issued to Ms. ****** on 8/14/13 included a disconnection notice with possible dates of disconnection from 8/26 through 9/3. However, on 8/27 Ms. ****** called and notified us of her medical condition and the equipment in use in the home (nebulizer, CPAP machine). Based on this information the rep she spoke with cancelled the disconnection notice and issued a 21-day medical extension for the account, during which no disconnection action would be pursued. The purpose of the 21-day extension is to allow more time for customers to come up with the requested dollar amount to establish a deferred payment arrangement (DPA). We also send a medical information form to the customer to be filled out by her physician and returned to us so we have documentation of the medical situation in the home. That form was mailed to Ms. ****** on 8/28.

The form was returned to us on 9/30 and indicated the patient is not critically ill and not using life-support equipment. The physician did indicate a nebulizer and CPAP machine are in use in the home, but also stated that the patient and equipment are ambulatory. Based on this information it was determined no additional medical consideration could be given. The 21-day medical extension expired on 9/17.

Multiple Requests to Check Meter: A review of the account notes shows that during the call to discuss payment arrangements the morning of 9/28 Ms. ****** said she suspected there are problems with the electrical wiring in the home. Our rep advised we do not install or maintain internal wiring and suggested she contact an electrician.

Later that same day Ms. ****** called again and discussed her electric usage at length with a Customer Consultant. The rep noted the specific major appliances in the home and some ways to conserve on energy, and also sent several energy conservation brochures. The rep did not note that Ms. ****** requested a meter test, but a test can be scheduled at any time at no cost to her if she calls and requests one. Regarding her concern about the meter being loose on the side of her home, only the meter itself is the property of We Energies; the socket, piping, and internal wiring are the property of the owner of the building, so if the meter socket is loose or pulled away from the house an electrician would have to correct the problem.

The calls on 9/28/13 are the only documentation we have since the account was opened on 12/11/11 of Ms. ****** calling with concerns about high usage or having her meter checked. If she does indeed have documentation of such requests on dates other than 9/28/13 we would ask that she provide it so we can investigate why the rep(s) she spoke with did not note her account.

Disconnection Scheduled, Cannot Discuss Arrangements: On 9/28 Ms. ****** agreed to pay $865 that day to cancel her disconnection notice and establish a DPA. On 9/30 she called back to say she could not make the payment until 10/1. She was advised there was a possibility her electric service could be disconnected on 10/1.

She called back on 10/1 and was advised her service could be disconnected that day and that we could not discuss arrangements until after disconnection or after 6:00pm if her service was not disconnected. The reason we do not discuss arrangements if a disconnect order has been dispatched is that we cannot be certain the service is not being disconnected while the arrangement is being discussed. Our field personnel work dozens of disconnect and reconnect orders each day and must organize their routes to maximize efficiency. Our collections office does not have access to the specific routes on any given day, so we cannot negotiate with the assumption service will remain on. Once an account has reached the point of a disconnection order being dispatched we have provided several different forms of notification and given multiple opportunities to avoid service interruption. In Ms. ******’s case, she was provided a medical extension last month and had agreed to, and broken, three DPAs in 2013 prior to the disconnection order issued on 10/1.

Why Referred to Energy Assistance: Ms. ****** was encouraged to apply for Energy Assistance (EA) because with verification of EA eligibility we can lower the down payment required to avoid disconnection and establish a DPA. When an eligible customer applies at an EA location the reps there are able to notify us immediately of the grant authorization, but we have no control over how and when the EA agencies schedule their appointments, as it is a state-run program. Our collections reps are trained to encourage all customers who are having trouble paying their bills to apply for Energy Assistance.

Hotel Room, Disconnection Warning: As noted above, Ms. ****** was aware of the possibility of service interruption. Her 9/12 bill also included the following message as part of her disconnect notice: “A FULL, MINIMUM, OR AGREED-UPON PAYMENT MUST BE RECEIVED IN OUR OFFICE BY 9/20/13 OR SERVICE CAN BE DISCONNECTED AFTER THAT DATE.”  This means disconnection was a possibility after 9/20, but an exception was made to extend the due date to 9/28. In other words, the service was in danger of disconnection any day after 9/28. It was Ms. ******’s choice to go to a hotel before service was actually disconnected.

Reasonable Down Payment: Ms. ****** implies in her Desired Settlement that we were requesting a $1200 down payment to avoid service disconnection, but that was not the case.  As noted above, the down payment requested on 9/28 was $865; after service was disconnected on 10/2 we actually required even less than that for reconnection. Down payment requirements are based on a percentage of the total balance. That percentage is normally reduced only after we have received confirmation of a customer’s eligibility for Energy Assistance. In Ms. ******’s case an exception was made to accept a lower amount even though she had not yet applied for EA.

In Summary: Ms. ******’s electric service was disconnected on 10/2. She has since made an acceptable down payment and had service reconnected, and a deferred payment arrangement was established and included on her subsequent bill, issued on 10/11.

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

We Energies Customer Assistance

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We went through a chapter 7 earlier this year. It was filed 3/13/2013 and completed 6/14/2013. We actually moved out of the house we were going to lose in Oct. 2012 and I called WE to make sure that they were aware that there was no one living there any more. Customer service told us that we needed to let the account remain active and that we would not be charged. All they needed was the information regarding the dismissal. When filing, we sent that information and upon dismissal I called again. Now, in Oct. 2013 we are seeing a balance transfer of $78.45 for the period of March 13th, 2013 - August 15th, 2013. This is well passed the dismissal date and against all that was said by customer service in previous calls. I called on Friday Oct. 11 2013 to get more information, the lady answering the phone (********* I believe.) decided that my call was too much for her and without any warning just dropped me back into the call queue from which I was never transferred again. I remained on hold until their business hours ended. This was a total of 1 hour and 45 minutes. I contacted the customer service department per email, but only received a "boiler plate" answer.

Desired Settlement: I need to either get an adjusted bill and an apology or a refund for the time that I was put back into the call queue and left waiting.

Business Response:

Mr. **** *** ******* was previously on service at **** ******** *** and responsible for both the gas and service.  On 06/12/13 We Energies received notification of Mr. *** *******’s Chapter 7 Bankruptcy, with a filing date of 3/13/13.  A stop service order was issued, backdating to 3/13/13, the bankruptcy filing date, to have all outstanding charges as of 03/13/13 included in his bankruptcy.

A new account was re-established in Mr. *** *******’s name as of 03/13/13 (the filing date), which included all charges after 3/13/13.  In addition, an alternate mailing address was added onto the new account, which is the same alternate mailing address of **** * *** **** *** ********* *****, which was listed on his prior account.

With regards to the bankruptcy responsibility, the filing date is the date that is used to determine what charges are to be included in the bankruptcy, not the discharge date. 

With properties going through the foreclosure process the current owner is responsible for the bill until the ********* **** unless they (*** *****) request that the service be disconnected or the financial institution accepts responsibility.

Prior to We Energies receiving the bankruptcy information on 6/12 there was never a call from Mr. *** ******* requesting to stop service at the Lombardi Way property.  The service remained active and statements continued to be sent to the *** **** address.    Even after the sheriff sale Mr. *** ******* never called to end service.  He was taken off of service when the new owner called to establish new service.  It wasn’t until 10/14 that Mr. *** ******* called questioning the billing at which time it was confirmed through circuit court records that the property sold at the sheriffs sale on 7/15/13.  Based on this information Mr. *** *******’s final bill was readjusted to reflect the correct stop date of 7/15/13.  The billing was adjusted from $78.45 to $57.72.

I apologize for any confusion or mis-understanding regarding this situation and thank you for bringing this matter to our attention.

Consumer Response:

[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. 

The amount was adjusted as it states, however there were calls from me to WE energies, but I was told that I should not discontinue the service.

I'll accept this as a learning experience at this point and see the money paid as a learning curve.


Regards,

 

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

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the property owner of **** ** ****** **** ********** ** *****. I have owned this property for 9 years. This is a rental. I have had many tenants through out the years, recently one moved out at the end of August 2013 and a new one moved in on September 1st, 2013. We energies is not allowing my new tenant to start a WE Energies account at the property that they are renting, **** ** ******. The tenant has provided his social security card, a copy of the lease, and all other documentation that has been requested. I, *** *****, have also called we energies numerous time to confirm that this is the new tenant and my old tenant is no longer there. We energies will dissconnect all electric for this property in 3 days because my old tenant did not provide them with a new address. I have been harrassed along with the new tenant from we energies. What they are doing is illegal. The old tenant is gone! The new tenant is being told that they can not have the electric account until they get the new address for the old tenant. That is Illegal! Neither *** ***** (myself) or the new tenant has the new address for the old tenant, nor can you prevent someone from starting an account because the old tenant did not pay thier bill. We energies also told my new tenant to pay the old bill when they did not even live there. Now this is fraud! I accept action to be taken immediately as all the phone calls were recorded. We energies is preventing me from conducting business as the landlord. My tenant will have no choice but to move since we energies is involved with illegally collecting money from people who do not owe anything. And since we energies is a MONOPOLY that is ILLEGAL!!! No one has called me back. There are no legal grounds to refuse electric service to my new tenant. Please listen to all recorded phone calls!

Desired Settlement: Stop harrassing my new tenant and put the electric in their name so I can continue to conduct business. I am not responsible for any past tenant that did not pay their bill nor is the new tenant responsible for any such thing. You are illegally trying to with hold service due to an old tenant. And since we energies is a MONOPOLY that is ILLEGAL!!! It is not my responsibility to collect your bills so please correct your wrong doing immediately! If service is disconnected for your illegal actions. I will have to take legal action!

Business Response:

****** ******* is currently the customer of record at **** * ****** **** ****** ********** ** and has not contacted us to stop the service in her name.  On 09/08/13 ******* *******, ******’s father, called to request service in his name.  Because ******, ******* and *** *****, ***** *******, are all related, and the records indicate ****** and ******* have been associated with the same address at three separate locations in the past, ******* was required to apply for service in person.   The application was denied pending proof of residence elsewhere for ****** *******.

All utility companies in Wisconsin are regulated by the State and, pursuant to PSC113.0301(1m)(h) of the Wisconsin Administrative Code; we may refuse service to a new tenant if the previous tenant has an unpaid balance and continues to occupy the dwelling.  Upon receipt of acceptable proof of residence elsewhere for ****** ******* , we will be happy to establish new service for ******* ******* at this address.   

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Since WE energies is a monopoly, what they are doing here is illegal. I, *** *****, have no forwarding address for ****** *******. They are trying to hold ******* ******* liable for another adult named ****** *******. They can not prove that ****** ******* lives at my rental property. Just because people are related, they can not be penalized for others actions. I demand for this nonsense and illegal business practice to end. I am the landlord and I have verified that the former tenant does not live at the address in question. ******* ******* has also provided a lease that shows he is the only person living at the address in question. We Energies has also been sent a notorized letter stating that ****** ******* does not tlive at the property of **** ** ****** ***. That makes it a legal document! Please help correct this wrong or I will pursue legal action. The current tenant is ******* ******* who is disabled, if the electric is shut off due to a former tenant, there will be legal consequences from the state. Regardless if we all have the same last name, you can not legally with hold service for this reason.

Regards,

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

 

 

Business Response:

As we previously stated, all utility companies in Wisconsin are regulated by the State and, pursuant to PSC113.0301(1m)(h) of the Wisconsin Administrative Code; we may refuse service to a new tenant if the previous tenant has an unpaid balance and continues to occupy the dwelling. Upon receipt of acceptable proof of residence elsewhere for ****** ******* , we will be happy to establish new service for ******* ******* at this address.   All utility companies in Wisconsin are regulated by the State and, pursuant to PSC113.0301(1m)(h) of the Wisconsin Administrative Code; we may refuse service to a new tenant if the previous tenant has an unpaid balance and continues to occupy the dwelling. Upon receipt of acceptable proof of residence elsewhere for ****** ******* , we will then be happy to establish new service for ******* ******* at this address.  

The records indicate that service has been placed in the name of *** *****, ***** *******, effective 10/09/13.  Service must remain in ***** *******'s name for the duration of ******* *******'s occupancy or until we receive proof of residence elsewhere for ****** ******* as previously requested.

 

10/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It is unfair that WE Energies do not work with consumers who are struggling to prevent disconnection. The recording when you call them says “We will gladly work with you to set up a payment arrangement”. Nothing could be further from the truth. Their idea of a payment arrangement is a ridiculously high dollar figure that they demand when they know you are struggling. I’ve been a customer for over 20 years. I kept in contact with them by telephone about my sluggish financial situation. I received a “Disconnect” notice and called in about late September. I advised the agent I was applying for energy assistance. The agent told me I could probably get funds from energy assistance within a few days. I applied for the assistance on October 1st, and have not received it yet (as of Oct 8th). So the agent is either misinformed, or lying. The agent told me I would have to make a down payment of $480.00 by 10-8 to avoid disconnection. It is completely unreasonable for WE to demand such a high dollar amount from someone who is having money problems. I understand I owe them money, but I have stayed in contact with them, and they know I am applying for assistance. It is absurd to expect that someone who is having trouble paying by the due date in the last two months would suddenly have almost 500 dollars to give to them. That is the reason I called them and applied for Energy Assistance. On about Oct 3rd I called in again, to their collections department. The agent I spoke to on this day told me if I did not pay $480.00 by Oct 8th I would get disconnected. I asked her why the previous agent told me my down payment could be possibly be less, if I were to get energy assistance. She “played dumb” and told me the down payment would have to be $480.00. Only after constant prodding did I find out that if Energy Assistance would have made a payment, my down payment amount required would be less. So, in other words, WE wants you to make this huge down payment you can’t afford and then retain your Energy Assistance funds as a “credit”. She obviously is trained to not mention this, as the money hungry monopoly utility company wants to squeeze every penny out of you that they can get. On October 8th, I again called in multiple times, requesting to speak with a supervisor in the collections area. I was promised a “return call” from a supervisor, but no one ever called me back. Apparently, this is WE Energies method of “We will gladly work with you to set up a payment arrangement”. Additionally, their billing and budget plans are designed to confuse and hoodwink the consumer. They refuse to apply Energy Assistance toward your down payment. What do they care where the money came from? Obviously if you are APPLYING for Energy Assistance, you need help with your DOWN PAYMENT. You would expect more professionalism and courtesy from a large company. The agents lie to you, and are sneaky and deceiving. They are a greedy, greedy monopoly that does not care one bit about their customers.

Business Response:

Mr. ****** has been the customer of records since 1995 and he is billed monthly for gas and electric service. The account balance is presently $996.51.  On 10/08/13 We Energies received confirmation that Mr. ****** had been approved for $525 in Energy Assistance, reducing the balance owed to $471.51.

In the past we have helped Mr. ****** establish payment plans. However, due to non-payment within the past 15 months, there have been multiple broken arrangements, requiring Mr. ****** to make another significant down payment in order to reset a new arrangement.

The last payment received was on 8/14/13, having made no payment in September the arrangement that was in placed terminated and the 09/24/13 bill included a notice to disconnect.  Mr. ****** was requested to make a down payment in order to avoid disconnection of service and re-establish an extended pay agreement.

On 10/08 We Energies received confirmation that Mr. ****** had been approved for Energy Assistance and would be receiving $525 as previously stated.  As a courtesy disconnect action was cancelled, allowing additional time for Mr. ****** to make a down payment on or before the bill due date of 10/14 and re-establish an extended pay agreement for the remaining balance.

An outbound call was made on 10/8 to Mr. ****** to discuss arrangements; however, there was no response.  A voice message was left with the direct number to our payment arrangement department.  Ms. ****** was advised to contact that department as soon as possible.

Reviewing the account today a payment of $481 was received, further reducing the account balance, and leaving a credit of $9.49(cr) heading into the 10/22 bill cycle.

 

Moving forward Mr. ****** has been enrolled in budget and will be begin a monthly budget of $202 beginning with the 10/22 bill.

 

Business Response:

Whenever an account has fallen past due customers are notified via bill messages, with an “Important Notice”, as was Mr. ******, requesting that they contact We Energies to discuss options available for establishing a payment arrangement.

Mr. ******’s 7/25/13 bill included the following message:

***IMPORTANT NOTICE*** your account is past due.  To stay connected, payment in full must be received in our office by the due date.  If you cannot make your payment in full, please call

###-###-#### to make payment and payment arrangements.

On 07/26/13 Mr. ****** called We Energies and thru the IVR established an extended payment plan, agreeing to pay $264 by 8/14/13.  The balance was then to be billed at $26 plus budget for the next 24 months.  By establishing the agreement Mr. ****** was aware that services could have been subject to disconnection in the future. The required down payment was paid, however, Mr. ****** failed to make the payment of $231 that was due by 9/14, resulting in the disconnection notice with the 9/24 bill.

Should Mr. ****** have any questions or concerns in the future We Energies customer service department is available 24 hours a day 7 days a week to assist.

 

Consumer Response:

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.

Once again, please review everything I have submitted. WE Energies idea of "working with people" is not working with them at all. They just want to make demands and force consumers into a corner. They are a greedy monopoly, with little regard for their customers. Had there been another utility company, I would change providers in a heartbeat (so would a million other customers). Notice how one more time they dodge the issue of their collection agent employees lying to me, giving me false information, and supervisors not calling back.  

 

**** ******

 

 

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am behind in my payments trying to put up to date but hard in this times. I never received a letter or phone call or email saying I was to be disconnected. I do not check bills cause I do everything electronically. Today the disconnection guy show up to disconnect I told him to wait cause I was to make a payment to avoid disconnection and he start to yield at me saying he couldn't wait and he was to do his job. I made a payment august 24 and that did not appeared on the system. I called cx service and they did not do anything to stop the disconnection I asked to speak to a supervisor and "was not anyone available " I'm tired for the monopoly in the electrical company

Desired Settlement: Not paying for re-connection and 200 In grocery's spoiled.

Business Response:

Mr. ******** ***** has been the customer of record since 03/20/03 and is billed monthly for gas and electric. Mr. ***** receives his monthly statement by email, allowing him quick and easy access to his account balance at any time.  Despite Mr. *****’s claim that he doesn’t check his bills because he does everything electronically, it is still his responsibility to review his statement monthly and pay his account balance due in full every monthly or risk collection action.  

Prior to services being disconnected multiple out bound call attempts were made, however, it appears that Mr. ***** had changed his phone number and neglected to provide the utility with a current contact number.  In addition, a paper bill was mailed out along with the electronic copy that included a bill message advising of the pending disconnection; asking Mr. ***** to call to avoid interruption of service to establish an extended pay agreement and spread out the account balance along with current charges.

We regret that services were interrupted, however the reconnect fee will remain and we are unable to provide reimbursement for any loss of food.  At this time Mr. ***** has spoken to an account representative, he made the required payment for services to be restored and established an extended pay agreement. 

Business Response:

Proper notification was provided to Mr. ***** with regards to his pending disconnection of service. As previously stated there were attempted outbound calls, as well as an electronic statement sent via the internet and a paper billing statement forwarded through the US Postal Service. The bill message on each statement informed Mr. ***** that his account was past due and requested that he contact us to discuss arrangements.

We encourage Mr. ***** to review his billing statement thoroughly each month and contact our customer service department should he have any questions or concerns. Representatives are available 24 hours a day 7 days a week to assist.

 

Consumer Response:

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.

 The service disconnection is a very delicate matter. I need a proof I received the notices.  Where did I sign?  Regards,

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

 

 

9/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got behind on my WE Energies bill and they turned off our utilities without any warning. I did have an e-mail from them that stated I have five days to pay the bill (that came today 9/11/13) but they shut it off today. I told them there were two people in our house that had medical problems that need the power back on. They said they needed proof from the Dr's and they would review and decide if it was necessary to turn it on. I paid the bill right away but the soonest turn on was tomorrow. With to ill people in the house we need it on today or our medical situations could escalate to the point of missing school, work and having to go to the emergency room. One of the Dr's replied right away but WE Energies said is wasn't legible and sent it back to the Dr. I have called both Dr's and I was told they are busy with patients and may not get to the forms today. I don't think it should be up to WE energies to decide if our medical conditions warrant having the power turned back. I told them the situaition and it should be turned on today. It is 90 degrees out with high humidity. Both of those conditions exaserbate both mine and my daughters medical conditions and we shouldn't have to wait a day or two. If we do have to wait WE Energies will be held resposnible for any school or work missed and any medical bills and pain and suffering that has been caused.

Desired Settlement: Utilities turned on 09/11/13 or WE Energies will be held liable for school missed, work missed, medical bills and pain and suffering. I will retain a lawyer and present my case.

Business Response:

Ms. ****** has been the customer of record since 01/05/08 and is billed monthly for gas and electric.  An extended pay agreement had been in place to pay budget plus an additional monthly installment.  The June payment was missed resulting in the agreement and budget terminating.  Due to non-payment, the next two months of billing statement included an “ Important Notice Messages”, advising of the past due balance, urging asking Ms. ****** to contact us to discuss arrangements.

No arrangements were established and the August statement included a notice to disconnect service.  Ms. ****** receives her statement electronically; however, whenever a disconnection notice is generated a paper statement is also mailed.

In addition, prior to disconnection several outbound calls were made in an attempt to establish an extended pay agreement.   Ms. ****** never called, no payments were received and service was locked for non-payment on 09/11.  Ms. ****** requested a reconnection due to medical conditions in the home. The paperwork was received, however did not meet the medical qualifications for reconnection.  Ms. ****** made the required minimum payment required for reconnection and service was restored the following day.

At this time it is suggested that Ms. ****** contact our collection department and establish an extended pay agreement, for the remaining account balance, to avoid future collection action that could again include disconnection of service.

9/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/30/13 at approximately 4:30 pm I was informed by my brother that our house lost power. He contacted WE Energies who told them that the neighborhood lost power. At approx. 6 pm someone from WE Energies came over to the house to see if we had power we did not. He looked at the Circuit breaker and the main breaker was stuck in the off position. I then got home from work after 9 pm. After calling around I got ahold of someone from ***** ********. He finally got to our house around midnight. After working on the issue for a while the power was restored around 3 am. I had to get the power restored by 11 am the next morning or my brother was told he would lose his job because he works support from home and he already missed a whole day almost. I asked the electrician if a surge on WE Energies end could have knocked out the main breaker and he said it was a definite possibility. I called customer service the following day who told me to contact claims on Tuesday. i contacted them on said date and asked them to look into the issue. After waiting for two weeks I called them today and they told me that a fuse busted on a pole on their end. They would not however cover any damage or cost to my main breaker. I have lived in my house for over 4 years and have never had an issue with the circuit breaker. It seems very weird to go out after the whole neighborhood does. I then told them that i would be taking this issue to someone else.

Desired Settlement: I paid the electrician $527 for the repair I am not asking for the food that was thrown out or my lost brothers wages I want the cost of the main breaker repair.

Business Response:

Mr. ******* ********* called on 8/30/13 at 16:11 to report an outage at his home located at **** ******** ******* ******* ***  The outage affected a total of 7 customers with a duration time of 75 minutes and was resolved at 17:35.

The outage as reported by the trouble shooter was a blown fuse on a transformer, with an unknown cause.  The blown fuse was replaced to correct the system fault and service was restored.

After restoration Mr. ********* informed us that he was still without power.  The troubleshooter was still in the area and was requested to check into Mr. *********’s outage.  While inspecting the service to the residence the troubleshooter determined that there was power to the home. However, upon further inspection inside the ********* residence, the troubleshooter found the customer’s main breaker was bad. Mr. ********* was advised to contact an electrician to make the necessary repairs.

Mr. ********* called on 8/31/13 stating he felt the cause of the faulty main breaker was a result of the outage and Mr. ********* was provided the number to our claims department.

The manager for the claims department spoke with Mr. ********* regarding his outage and his request for reimbursement for expenses to repair his breaker panel.  Mr. ********* was informed that the outage was caused by a blown fuse that has been replaced.  The outage was not caused by any negligence and was out of the utilities control; therefore his request for reimbursement has been denied

Mr. ********* was disappointed with the decision and stated he would pursue a different channel.  As a follow up to the phone conversation a denial letter was mailed to Mr. *********.

 

Consumer Response:

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. I do not feel that it is right that a business or company could damage ones property and just say that they are not responsible for anything. If a multibillion dollar company wants to leave all the damages to a hard working paying consumer. Fine but I want my complaint to stand.

Regards,

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

 

 

9/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE Energies updated underground electric facilities. WE subcontracted ** ****** ******** to do the work. Shortly thereafter sewerage backups began. On the third visit by the plumbing contractor a sewer lateral breakage was determined where the work was performed. In April, 2013 WE was contacted regarding the break. On 7/18/13 ** brought a camera truck and confirmed the break. On 7/22/13 ** brought a Vacuum Truck to expose the break. Not only was the sewer lateral severely broken but the newly laid electrical line was damaged and had to be replaced. I was told to get estimates for the lateral repair. I submitted the proposals to both WE and **. I also submitted the plumbing invoices. I was told by *** ***** of WE Energies (###-###-####} to have the work done and I would be reimbursed. This is the basis of my complaint. Property address is *** ************ *** ************ **

Desired Settlement: Plumbing invoices = $1249.75 Lateral Repair = $4750.00. Not included cost of clean-up in building and tenants units and my numerous trips regarding this situation. This situation was caused by WE and its subcontractor.

Business Response:

 

 

 ** ****** ********, while installing new underground electric primary, unknowingly struck this private underground sewer lateral. Upon notice, ** ****** ******** vacuum excavated the area and exposed the damage. ** ****** ******** agreed to have Mr. **** have his contractor hired to perform this repair work. An estimated cost of repair was given in the amount of approx.. $3,500.00. 

 

Repairs were made and invoices forwarded to ** ****** ******** totaling $5,999.75. ** Energy contacted Mr. **** and questioned the actual amount when provided a different estimated amount originally.

 

After several conversations with Mr. ****, ** ****** ********, on August 20, 2013, sent a release agreeing to settle for $5,999.75.  On August 22nd a representative of ** ****** ******** indicated that the signed release had not yet been received.

 

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My power service was interrupted from approximately 7:15am-9:30am this morning, 7/23/13. I called WE Energies customer service and was informed that the outage was due to a lightning strike. I did not believe this explanation and asked to speak to a supervisor. I was told the supervisor would return my call at a later time. In the meantime, a news source reported that the outage was due to a tree falling on a power line (see link) ****************************************************************************** The supervisor returned my call and confirmed it was indeed a tree falling on a power line (lightning was in now way involved). I asked for a statement credit and was told that credits cannot be offered due to circumstances outside of their control. Clearly, they have control over the information provided by their customer service. Not only is it unethical and unprofessional to lie to customers but it puts customer safety at risk as well.

Desired Settlement: Billing Adjustment for interrupting power service and $100 statement credit for being lied to by customer service agent. Better training for customer service representatives to ensure they are providing accurate information.

Business Response:

The Customer Service Supervisor (******** ******* ******) attempted phone contact with Mr. **** but was unsuccessful in speaking with him.  Contact information was left via a voicemail message on 7/24/2013. 

Mr. **** was informed that we would be reviewing his complaints further.  During the voicemail message, the Supervisor also confirmed the outage was caused by a tree branch falling into our equipment.

After reviewing the initial telephone recording between the We Energies Consultant and Mr. ****, at no time did the We Energies telephone representative state to Mr. **** that the outage was caused by a lightning strike, however did state  that there were outages on our system due to lightning strikes, and the outage Mr. **** was experiencing could be from a lightning strike. 

 

After further discussion, she transferred the call to another representative who was able to further investigate the outage he was experiencing.  Mr. **** requested to speak to a supervisor, informing that the outage was caused by a tree branch falling into our wires and that we would not be able to reimburse him for outages that are beyond our control such as this. 

 

Mr. **** claimed he was lied to, however; at no time was it felt that our representatives were being dishonest or unprofessional.  The representative was coached to not speculate on outages.    

     

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2012, I filed a Chapter 13 bankruptcy. My intention was to convert this over to a chapter 7 by 2013, which I did in April. I did this not to include more accounts but because this was the best option for me financially due to my new car being stolen and totaled. I was having some financial issues and was not able to finally convert my bankruptcy from a Chapter 13 to a Chpater 7 until April of 2013. I also contacted WE Energies to set up a payment arrangement. Because I moved, they advised me to wait until I received my first statement at my new house (**** ** ****** ***). Once I received my first statement, I contacted them to set up a payment arrangement. Already knowing that this was not to be included in my bankruptcy conversion, I wanted to get my balance squared away. I agreed to pay $300 by May 5/6 and the remaining amount was to spread out over the course of 12 months. I was then set up on budget billing. I paid $150 into the payment plan and called to pay the additional $150 but was told that my account was closed and I needed to wait for my new bill. I waited for my new bill only to find out that I lost my $150 that I paid into my payment plan, and am now being charged $351 extra as a deposit. I called and spoke with ****, she understood me and said that she was requesting to have my $150 moved to my new account. She advised me to call back and speak to the bankruptcy department. I did this a couple days later. I explained to them the whole situation. Why would I set up a payment plan with WE Energies, pay into the payment plan, then include it in my bankruptcy? That would be absurd on my part. This was NOT a new bankruptcy file. This was simply a bankruptcy conversion. Everyone is pointing the finger at the next person. I set up a payment plan so that I could start to build a good report with WE Energies. Now instead of this working in my favor, I lost $150. I am being charged an additional $351 deposit on top of my monthly charges. That is $700+. Like I said, I am trying to rebuild my credit and this has pushed me further back.

Desired Settlement: I do not think I should be responsible for a $351 deposit. I want my old payment plan set back up along with my $150. I have absolutely no problem having my payment plan, $150 of which I already paid. The remaining balance was then stretched over the course of 12 month. I was set up on budget billing. I cannot afford to lose $150 plus owe $351 deposit on top of $200 monthly charges, when I was set up on budget billing and I should have only been responsible for about $150 a month for budget billing.

Business Response:

On 04/12/13 Ms. **** established a payment plan on her outstanding balance of $668.27, and agreed to pay $300.00 down by 05/07/13 and then $31.00 per month for 12 months toward the arrears.  A payment in the amount of $150.00 was posted to the account on 04/23/13.  We were then notified that Ms. **** filed Chapter 7 Bankruptcy on 04/25/13 and the account was closed as of that date.  A new account was opened going forward and, as is our policy, a bankruptcy deposit of $351.00 was applied to the new account.  We are not allowed to transfer bills or payments, dated prior to the bankruptcy filing, to another account.  If We Energies was not supposed to be included in the bankruptcy filing, Ms. **** must submit documentation to our Credit Department.  We will then reinstate the original account and remove the $351.00 deposit.    

   

Consumer Response:

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.

I filed a chapter 13 bankruptcy in February 2012. The WE Energies account I had at that time was included in the chapter 13 bankruptcy. In Aril 2013 I only converted from a Chapter 13 to a Chapter 7. A new file was not opened. It was only converted. WE Energies was not added into this because I knew I had a payment plan set up which I already paid into. It would make no sense for me to set up a payment, pay into the payment plan, only for it to be all included in a bankruptcy. If this was the case, I wouldn't have paid into the payment plan and would have just allowed the whole balance to be written off as bankruptcy. Now I lost $150 and have to pay an additional $351. I just set up another payment plan because I am trying to repair my credit not destroy it. I find it really frustrating that no one can help me but expect me to pay an additional $351 and just accept the fact that I lost $150. It may not be a lot to someone else but when I am trying to get back on my feet it is a lot of money.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ****

 

 

Business Response:

 

As previously stated, If We Energies was not supposed to be included in the bankruptcy filing, Ms. **** must submit documentation to our Credit Department.  We will then reinstate the original account and remove the $351.00 deposit.

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have power of attorney for my husband. I have been handling his bills, however, he has ran out of money and have no income coming in. Therefore, I have been paying the bills, although most times the electric and gas bills are often late. I do catch the bill up at great hardship to me. Because I have been late We Energies wants to charge a $818.00 deposit. I told them that if I had that kind of money I could pay the bill on time. In April I paid the bill up. the Company took $339.00 of the money that I sent for the service and put that amount on the deposit. I had not made any arrangements to pay the deposit and the company should have put all of the payment that I sent in for the service on the account. If they want to cut my service because of the deposit then find but now they are charging me a late fee for the bill which is the deposit. My electric service has been cut off and the gas has been cut off because they are on one bill. I sent them a final payment last month but miscalculated the bill, therefore I am sending them another payment which should be my last payment because I cannot afford to pay the deposit to turn my service on.

Desired Settlement: I would like We Energies to apply the $339.00 that they put on the deposit and put it on my service as my payment. Thereby, my bill will be caught up and the only thing I will owe is the deposit. That the late fees charged for the deposit be credited to my account.I don't know how a company like this expect you to pay such a high deposit or a deposit at all when you cannot pay your bill. When you pay the deposit when you are late they don't use that money to pay the bill.

Business Response:

The Administrative Code of Wisconsin, enforced by the Public Service Commission, states that during the winter moratorium – November 1st through April 15th – we may not use disconnection as a collection tool for residential accounts that are in arrears.  Accordingly, the Administrative Code allows us to assess deposits to customers who do not pay during the moratorium (80 days or more in arrears between Nov 1 and April 15), and also states that we may disconnect service before or after the moratorium if a deposit remains unpaid.

The ******* made no payment toward their account in October, November, December, January, or February of the 2012 winter moratorium. Subsequently, in November of 2012 we mailed a letter to the ******* advising a deposit would be assessed if their account was not current or on a deferred payment agreement (DPA) for any month of the 2013 moratorium. Despite this letter, they did not call to establish a DPA and we received no payment in November, December, January, or February, so a deposit was assessed.

Moratorium deposits can be waived if a customer meets certain income level requirements. These requirements are typically verified by the customer applying for energy assistance through the Wisconsin Heating and Energy Assistance Program (WHEAP). If Mrs. ****** would like information on this program, or if she would like to discuss the deposit or her account, we encourage her to contact our Telecollections department at ###-###-####. Representatives are available Monday through Friday between 7:00am and 9:00pm.

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

We Energies Customer Assistance

8/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for electric service on our summer home when there was no one present in the house. When I complained they said that it was not their problem and that their equipment looked good. How am I to know that they checked it properly? They gave no reason, or justification for the charges, and just want the money. This is too much money for electric service that was not on in the house. I dispute that this is a valid bill, and just because they say that their equipment is good, why would there be charges on a house that was empty all winter with no use? Additionally, every time I call the Customer Service people are arrogant, and I have to wait over 1/2 hour just to talk to someone. They have terrible customer service, and they cannot answer their phones promptly. It's ridiculous to have to wait over 1/2 hour to talk to someone from a major utitly that charges so much money My mother is 86.5 years old and on a fixed income., and lives in another state. They will not even compromise on the bill.

Desired Settlement: I should not have to pay this full amount. There is no reason for this high of a bill for a house where all was turned off all winter with no one present. I want this bill adjusted.

Business Response:

Ms. ***** has filed an inquiry with the Public Service Commission of Wisconsin (PSCW) about her winter bill amounts. The PSCW is currently reviewing her account information. Additionally, I have spoken with Ms. ***** about her right to request a third party, or "referee" test, from the PSCW if she still feels she was billed inaccurately after they have reviewed her information. We are currently awaiting a determination from the PSCW.

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

We Energies Customer Assistance

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently own a duplex. When I purchased the duplex, I signed and sent in to We Energies an owner agreement that automatically switches over the service of one side of the duplex into my name. I currently live in the other side of the duplex. In the duplex, we have (1) well, (1) water system, and (1) water pressure tank. That system is currently connected to the electrical system on the other side of the duplex that I currently rent out (per code requirements). I specifically signed an owner agreement with We Energies so when a tenant moved out, I wouldn't be without services and we wouldn't end up with no water. I currently have a 2 month old that requires being bottle fed. I have a reverse osmosis system that I have connected up to our water system that is controlled by the water tank that is on the other side of the duplex. We need the RO water to give my daughter bottles through the night. I called We Energies to see why the services were not switched over to my name automatically and was told that they didn't have my owner agreement on file. I specifically sent this back to avoid this issue over 3 years ago now. I spoke with a ***** ******* ********, a supervisor to see what we could accomplish about getting services back on the other side in a timely manor so I can use my RO system to fill my daughters bottles during the night feedings that she requires. She repeatedly told me there is nothing they can do for me and was not willing to work with me to get a tech out here the same night to get the services turned back on. In which case I gave her the option to reimburse me for having to drive 15 minutes to get my daughter filtered water to be able to fill her bottles up. She then said that she will not do that. I asked if it was a case that she couldn't do, and she said no, that she just wouldn't do it at all and would not get a tech out to our place until the following afternoon. I responded with, "This doesn't help me to get my daughter who is 2 months old, her bottles that she requires during the night." I am very unsatisfied with the level of customer service that I was give and was repeatedly told that my duplex should have been set up better. I felt insulted seeing that a property can not have more than 1 well system on it and is only controlled by (1) water system and there is no better way to have a duplex set up.

Desired Settlement: I would like people to know that when they call We Energies, they are not willing to do any level of customer satisfaction no matter the situation. I thought having a 2 month old that needs her bottles would have been enough reason to get prompt service but We Energies obviously has no compassion for their customers.

Business Response:

Mr. *********** ****** is the current owner for the property located at **************** ******* **, ********** ***  Mr. ****** resides in the ****** unit and the other side the duplex appears to be tenant occupied. 

Mr. ******’s tenant stopped service for their utility account, generating an order to disconnect service that was completed on 07/09.  As a result of the interruption of service the well pump was no longer working.  Per Mr. ****** the well pump that services the entire property is wired into the rental unit (******) and should this unit lose power, for any reason, the well pump becomes inoperable.

When calling to report that service had been disconnected, Mr. ****** requested an immediate reconnection of service and inquired as to why the services had not been placed back into his name, believing he had an agreement in place.  Had Mr. ****** established an All Year Owner Agreement, he would have been placed on service when his tenant ended their utility service.  Per account notes paperwork regarding establishing an owner agreement was sent out to Mr. ****** in 2010 when the property was purchased; however, completed paperwork was never received.

A supervisor reviewed the situation, and made the determination that a same day reconnection was not warranted and informed Mr. ****** that service would be reconnected the following day.  A new tenant was placed on service at the rental unit (******) and service was restored on 7/10 as promised.

With Mr. ****** expressing interest in establishing an owner agreement, the paperwork was sent out on 7/11 to his home address.  Once the completed paperwork has been received an agreement can then be set in place.   

Mr. *********** ****** is the current owner for the property located at **************** ******* *** ********** ***  Mr. ****** resides in the ****** unit and the other side the duplex appears to be tenant occupied. 

Mr. ******’s tenant stopped service for their utility account, generating an order to disconnect service that was completed on 07/09.  As a result of the interruption of service the well pump was no longer working.  Per Mr. ****** the well pump that services the entire property is wired into the rental unit (******) and should this unit lose power, for any reason, the well pump becomes inoperable.

When calling to report that service had been disconnected, Mr. ****** requested an immediate reconnection of service and inquired as to why the services had not been placed back into his name, believing he had an agreement in place.  Had Mr. ****** established an All Year Owner Agreement, he would have been placed on service when his tenant ended their utility service.  Per account notes paperwork regarding establishing an owner agreement was sent out to Mr. ****** in 2010 when the property was purchased; however, completed paperwork was never received.

A supervisor reviewed the situation, and made the determination that a same day reconnection was not warranted and informed Mr. ****** that service would be reconnected the following day.  A new tenant was placed on service at the rental unit (******) and service was restored on 7/10 as promised.

With Mr. ****** expressing interest in establishing an owner agreement, the paperwork was sent out on 7/11 to his home address.  Once the completed paperwork has been received an agreement can then be set in place.   

7/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WE Energies has been overcharging me for electricity since September 2012 and they refuse to correct it or offer a refund.

Desired Settlement: I want a refund for all of the overcharges for the past 9 months and I want the billing to be adjusted.

Business Response:

In her inquiry to the BBB Ms. **** failed to mention that she was enrolled in our Low Income Payment Plan Pilot Program (LIP) from May of 2012 forward. She was in this program when she closed the account at her previous address on ******** *****, and then continued it at her current address on ******* ******.

LIP is a program in which participants pay a monthly amount that is lower than the average bill for that address, and then have a portion of their past-due arrears forgiven (written off) after consecutive payments have been made. For example, Ms. ****’s actual usage for July of 2012 at ******** ***** was $107.31, but she was asked to pay only her LIP amount of $83; after she paid the $83, because she had also made payments in the months preceding that bill, we removed over $300 in past-due arrears from her total balance. While in the LIP plan Ms. **** received total forgiveness of over $650, in addition to over $700 in state-funded energy assistance grants, while paying less each month than the average bill for that address.

When Ms. **** moved to ******* ****** we had only the average bill for the previous tenant on which to base her new LIP payment amount: $65/month. As it turns out, Ms. ****’s actual usage has been less than $65/month. Counting the $65 payment she made on 7/3, in total she has paid $56.18 more than what she has used in the past nine months at her ******* address (compared to the over $1,350 in credits she has received in the form of forgiveness and assistance in the past year).

Ms. **** spoke with a representative in our Low Income Program area on 7/3/13 and voiced her concerns. Our rep advised that because the account no longer had arrears she could cancel the LIP plan which would bring her credit forward, and she will be billed her actual usage each month moving forward. Ms. **** agreed to this, and her account now has a credit of $56.18. This credit will be applied to her next bill, 7/30.

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

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

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gas meters were changed and I was notified by landlord that WE Energies would enter my apartment to relight pilot lights which I don't have. Stove and Furnace are electric start. This was on Wed June 12th. When I came home at about 6pm, my air conditioning was on, temp was 78, and OVEN WAS LEFT ON AT 350 degrees. This was unacceptable service and a danger to the property. Thank goodness the oven was not left at a higher temperature all day or started a fire. I would like to be notified by an authority from WE Energies that this technician be talked to. I would also like a credit for gas and electric use from oven and air being on all day. I have no idea what this would be. $1? $5? $10? Why should I pay any more for incompetent work with something so simple as this.

Desired Settlement: A letter from We Energies ensuring that this conduct is unacceptable and the individual responsible be informed of their mistake.

Business Response:

Mr. *****'s gas meter was exchanged on 06/12 as part of our periodic exchange process.  As part of the exchange process all appliances are checked for safety and proper operation, both before and after the exchange, with the exception of furnaces where the air conditioning is on as this can damage the "A" coil.  In addition ranges are checked for solid pilot and burner flame on both oven and range top to bleed out any air.

Our employees are focused and committed to working safely.  We were disappointed to learn that your experience was not in line with our safety standards.  This situation has been reviewed by the department supervisor and appropriate action was taken immediately.

Please accept our apologies any inconvenience this situation may have caused and encourage you to contact us anytime we can be of service in the future. 

 

Consumer Response:

[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,

 

*** *****

 

 

 

6/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We Energies is reproting false information to credit bureau regarding my account. This has happened on several occasions int he past 6 months. Most recetn is my bill was due on May 6th and paid on May 23rd yet they reproted it 30days late already on the 15th

Desired Settlement: remove it from my credit file

Business Response:

Mr. ***** has been the customer of record since 05/09/06 and is billed monthly for gas and electric service.   As of the most recent bill that cycled on 05/15, Mr. ***** carried a past due balance that was more than 61 days past due, resulting in a negative report to the credit bureau.   Accounts that carry a balance that is older than 60 days are reported negatively.

A partial payment was received, however, there is a balance owing of $171.60 that was due as of 06/04/13. If payment for the full balance is received prior to the next bill processing on 06/13/13 Mr. ***** can avoid being accessed a late payment charge and a negative credit reporting.

Within the past 15 months Mr. ***** has been accessed multiple late payment charges and reported negatively 4 times due to carrying forward balances that are 60 or more days past due. 

By making prompt, in full payments each month We Energies will send a favorable notification to Credit Bureau for Mr. *****.  Should he be unable to make the payment in full we encourage him to contact our collection department to establish a pay agreement or discuss his account in further detail.

6/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter about information at a prior address I rented from over 1 year ago. It stated "they recently checked the meter accuracy and determined the device on the meter stopped electronically sending accurate meter readings...." etc... Was for billing between 10/02/11 and 04/21/12. Its OVER a year and I get this letter now? The meter issue happens to occur/be checked out now? I have moved twice since this address where the issue occured. I never heard about it prior...if it was even a few months after I moved out I'd understand, but it is NOT fair to have me pay for a mistake I did not make.

Desired Settlement: I already spoke with a supervisor and she stated that it didn't matter and it was my responsibility. I told her it has been over one year and now I got the letter in the mail. It is NOT my mistake. I don't believe I should pay; letter will be sent to CEO of WE Energies as well as I cannot believe that due to a mistake with the meter not working or with WE Energies just finding out and letting me know over a year later is ridiculous. **I also made a call and told the wait was 11 min and did not get a call for another hour or so afterwards....ridiculous.

Business Response:

Ms. **** ****** was the customer of record at **** * **** ** ********** ** from 10/29/10 – 04/21/12 and was billed monthly for both gas and electric service.

Ms. ****** spoke with a customer service representative on 05/17 and was informed that the AMR gas module had failed, while the dial on the meter continue to accurately measure the gas used.   Ms. ****** was rebilled for an additional 278 therms for the period from 10/02/11 – 04/21/12.  The usage was reallocated based on Ms. ******’s historical usage, weather patterns and number of days in the billing cycle.  The energy usage was reallocated because the price of natural gas fluctuates on a monthly basis.  

It is unfortunate when a situation like this occurs, however, the Public Service Commission rules require utilities to issue back bills in these situations to ensure that all customers pay for the utility service they consume.

I contacted Ms. ****** on 05/22/13 and offered my assistance to answer any questions and provided my direct number to establish an extended pay agreement.  Ms. ****** stated she was uncertain whether she would pay the balance if full or call back to setup the agreement.

6/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into my duplex in February of 2012. When I moved here I asked we energies about my budget bill since i was moving to a bigger house, where I now had to pay for heat and gas. They informed me that my budget was only 50 dollars a month because the house was vacant for a couple of month and bill based on prior usage. I agreed to pay. Then 6 months later they raise my budget to 292.00 which i could not afford. They informed me that the first budget was done completely wrong and now I had to pay for that. I tried to seek out for assistance but I was told I make too much money. I have other bills and a small child at home. I do not think it fair that I have a ridiculous bill every month because of a neglect to simply look at the prior months before the house was vacant. My bill is now 1100.00 dollars and continues to raise every month even though I pay a bill every month

Desired Settlement: I think I should recieve some sort of assistance because of the neglenecy. This program I am in is not helping me move toward it is creating me a bigger bill that I will not be able to come out of. I thought that their motto was to help people.

Business Response:

Ms. ******* ****** has been the customer of record since 01/31/12, she is billed monthly for gas and electric and is presently enrolled in the Continuous Budget Program at $164 monthly.  In addition, an extended pay agreement has been established, with Ms. ****** agreeing to pay $233 by 6/10/13 and the balance over 24 months at $37 plus the budget, for a total monthly amount owing monthly of $201.

When Ms. ******’s account was re-established she was enrolled in the Budget Billing Plan, beginning at $52 monthly, which is based on the prior 24 months of usage history. The monthly statement summarized the account status; actual usage and settlement balance (difference between the budget and the actual usage).  Allowing Ms. ****** the opportunity to review and adjust her budget prior to the automatic 6 month review.

After six months the account was reviewed, increasing the budget from $52 to $193 to bring the budget in line with her current usage.  Ms. ****** was notified of the increase on her sixth month statement.

Ms. ****** called requesting that we lower her budget; her request was declined since this would mean she would result in a huge settlement balance in the 12th month.  In order to assist her with the increase, the budget was cancelled and an extended agreement established.  Since then the agreement has was reset on 05/14/13 and budget was re-established at $164 and is scheduled to review in November.

 

In order to help keep the budget in line with the current usage Ms. ****** can review conservation  tips that are available on our website at we-energies.com or contacting our customer service department where representatives are available 24 hours a day 7 days a week to assist.

 

There is assistance available for income qualified applicants through the Energy Assistance Program that runs October 1st - May 15th annually.  I strongly encourage Ms. ****** to contact us next fall to determine eligibility and provide site information.

 

Consumer Response:

[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,

 

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

 

 

 

6/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the night of March 26, 2013 our power went out while our employees were ******* *** ***** ****. We had called WE Energies to report the outage. At that time they said that this event had affected over 1500 customers and they were working on the problem, and that the power should be back on in approx. 2 hours. The power did come on very slowly and then went back off again, it then came back on and then stayed on. But then our ******* ****** **** wasn't working since we had the outage. We had to get our dairy equipment repair man out to investigate and he had to put in a whole new panel board which costs $2000 - $3000. We were then able to finish the remaining cows that needed to be milked after 4 hours after the outage. The next morning a We Energies representative *** *****, had called and left a message. He was following up with the power outage customers to make sure that our power was restored and if we had any concerns. He also stated that the cause of the outage was from a raccoon getting caught in their substation on Highway 55 and apologized for the inconvenience. We returned his call and voiced that we felt that they should cover the costs of replacing the panel board because when the power returned it didn't fully come back on and created a surge, that had damaged the very costly panel board. He thought that our insurance should cover the costs. We don't feel that this is exactly fair; if we had a rodent get caught in our cooling equipment on the farm our own insurance would have to cover the spoilage of the milk.(loss of electrical service in their case). We had been getting tossed around to several departments and representatives at WE Energies over the past few weeks and finally were able to get some gentlemen to come out and see the damage. Pretty much one agreed with us and the other had no opinion about the surge. We are not just out the cost of the panel board and labor to replace it, employee overtime and a lot of time invested in this matter. As a week or two went by, we have also noticed some trouble with our cattle because of the surge. The vacuum settings were thrown off slightly which caused our dairy cows to be stressed, over milked and left some teat end damage, resulting in lower milk premiums.

Desired Settlement: We would appreciate WE Energies to cover our costs in this matter. We already pay some very costly energy bills every month, this is a drop in the bucket to them. In our close vicinity, we have fellow farm neighbors and friends that have dairy farms our size and even larger receive their power from ******** ******** at a more inexpensive rate. Which is another issue that I would like to address, it doesn't seem quite kosher to us.

Business Response:

The cause of the outage that Mr. ******** experienced was due to animal contact.

The weather on March 26th, 2013 was: Archived radar data shows we were experiencing some light rain and snow showers in the region, fairly light winds from all the surface observation stations. Temperatures started out in the upper 20s and reached into the upper 30s.  We don't have archived lightning data, however, given the radar and overall weather conditions, it is unlikely there would have been anything recorded that day. There were no wind gusts reported, with cloudy skies all day and light showers in the vicinity.

Our Outage Management System attempts to provide an average ‘initial default outage time’ to customers of 2 hours. This is in place until we can get expert eyes in the area to provide an assessment and then provide a more realistic restoration time, which can then be conveyed back to our customers.

Mr. ******** makes the claim that the power returned “very slowly”.  Our Principal engineer and Sr. Engineer met with Mr. ******** at his home. They noted that the only piece of equipment that failed was the drive, or variable speed controller, for the vacuum pump.  When the power came on, the device simply failed - never came on.  They did take the cover off of the control, and found evidence of some failed components within the device.  The soot on the electronic boards could have been caused by a component failing upon reaching its end of life, failing when the power was turned on and not necessarily because of an overvoltage or some other event.  It was pointed out to Mr. ******** that at this time, just turning on the power can be seen by the device as a surge.   

 

The meeting went well, and at that time it appeared that Mr. ********, while not satisfied that we are not paying his claim, at least appreciated that we went out there and spent time to explain the events of the outage, why we think there was not a surge that caused the damage, as well as the company's position on restitution.   We did explicitly tell the customer that at this time we do not anticipate paying his claim. Mr. ******** had been given this information numerous times.

While this situation is understandably frustrating for Mr. ********, he was not tossed around as he claimed. He was directed to our claims department and was given the response that we would not honor his claim, due to this being an outage caused by animal contact. The gentlemen that Mr. ******** refers to are our Principal engineer and Sr. Engineer, who met with Mr. ******** at his home.

Consumer Response:

Dear BBB;                          Attention: ******* *********                                        5/17/2013

Our Complaint ID# *******

       We are rejecting We Energy’s response and are still looking for restitution. We would like to revisit the matter at hand with We Energies. We had a power outage on Tuesday, March 26, 2013. The power was out for approximately 2 hours, like they had anticipated. Before the power went out our variable speed vacuum pump was working properly and we had no problems milking our dairy cows that night. We weren’t quite finished milking, so we had to wait 2 hours before attempting to finish up. When the power came back on, our variable speed vacuum pump’s switch board had to be replaced because it was not working. It cost us $3500.00 to replace it, at that time we could finally finish milking our cows. Something had happened in between the power outage and the power being restored. If a rodent was trapped in the lines, they should have some kind of protection from that happening. We believe that the power company is still responsible for rodent control and they should also be responsible for the power failure or surge that had damaged our variable speed vacuum pump control board. We are responsible for our animals on our dairy farm and need to have fencing. They should have to have fencing around their electrical substations as well.

       Yes, they did come out to the farm finally to take a look at the damage to the control board after many phone conversations. The two men admitted that there was some damage to the board. Still as they said, they did not anticipate paying our claim. How can We Energies designate themselves as experts in figuring out the cause of the failure of our board?  We feel that an unbiased person that is familiar with dairy equipment should be assigned to look at the damaged vacuum pump control box, that we still have here to decide what the cause of failure resulted from.  As far as the weather was concerned that day, it wasn’t just light rain showers we received. We had pretty significant rains that day at our location.

        The day after the power outage, we received a call from a Mr. *** ***** from We Energies asking us if we were satisfied with the outcome after the power outage and wanted to know if we were experiencing any problems. It was then that we had told Mr. ***** of the problems we had experienced. We have this voicemail as well as the other 10 or more voicemails that we received from We Energies. We would be very willing to share these recordings with you, as we still felt we were being  “ tossed around ”when we returned their calls! We talked to 5 different people in this matter. We are still looking for restitution.

        Thank you very much for taking the time to help us in this matter, we still feel that we are paying some pretty high energy bills in this area. If it wasn’t quality service that night, they should be held responsible for the damage.                                                                                                                                  

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

 

 

Business Response:

5/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday, May 1, 2013, received a letter from WE Energies. The letter, dated April 29, 2013, was to confirm my recent addition of service. The address added to my current account was *** ***** ****** *** ******** **. I was immediately concerned because I had not signed up for additional service nor had I ever lived in *** *******. The letter listed an *** number to contact if I had any questions (###-###-####). I called this number at 5:29pm and was informed the wait was an hour. I proceeded to wait on hold for 1 hour and 6 minutes. After that point, I hung up frustrated. I continued to call back numerous times that evening only to be informed that call volume was high and calls were no longer accepted or that the wait time was 45 minutes +. I searched on the WE Energies website and called an alternate phone number (###-###-####). After about 10 minutes on hold, I was connected with rep "****." He was very nice, listened to my concerns, but was unable to help me. **** did not have access to the correct screens so he advised me to call the original service number in the morning when call times were lower. On Thursday, May 2, 2013, I called the service line AGAIN (###-###-####) and after 30 minutes on hold, I was connected with "******." After explaining the letter I received, I asked how and why the *** ******* house was added to my account. ****** informed me it was not on my account. I referenced the account number listed at the bottom of the letter; again ****** said it was not on my account. I questioned why I received such letter if my account had not been changed. ****** had no explanation and did not offer any apology. She assured me my account would not reflect any additional service in *** *******.

Desired Settlement: I would like, in writing from WE Energies the following: 1. Why I received the letter 2. How someone was able to call the WE Energies service line and add their place of residence to my existing account 3. How WE Energies is going to protect my information going forward 4. Confirmation that a letter did not go out in error to someone else with my personal information (address, account number, name) This is the first and only instance I've had with a "stolen identity." I do NOT want my information getting sent to unauthorized recipients.

Business Response:

On 04/26/13 the owner of the property at *** ***** *** *** ******** ***, called us to place a new tenant on service for this rental unit.  When entering the customer’s information into our database, the Social Security Number (SSN) was recorded incorrectly (2 numbers were transposed).  The SSN we entered for this customer was the same SSN we had listed for ****** ********.  While the new account was not established in Ms. ********’s name, the SSN was cause for concern.  In order to protect our customers’ identity and prevent possible fraud, when a new account is opened with identifying information matching that of a customer with an active account at another address, a letter is sent advising the customer of the new account and asking them to call with any questions.  This allows us to address any errors or ID theft immediately.  Again, the account at *** ***** ** was not established in Ms. ********’s name and no correspondence was sent to that address in her name.  We have corrected the SSN and she is in no way associated with that address.  As you can see, the letter served the purpose for which it was intended.

We wish to extend our sincerest apologies for the difficulty MS ******** encountered in reaching us due to the higher than normal call volumes.  We also regret that Ms. ******** was not able to have her concerns addressed in one phone call.  We will be using this as a coaching opportunity to ensure that we provide the best possible customer service in the future. 


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