ComplaintsforIllinois Energy Solutions, USA, LLC.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a contract renewal notice from Illinois Energy and it was news to me I was a customer. I called them to understand how I was a customer and was informed by ******** their rep that I was in fact inactive and had been since January 2017. I then called Nicor to see how this could have happened and they said it's coming from Illinois Energy and any disputes need to be resolved with them. After calling ******** back that same day, he confirmed my account went from inactive to then pending status after I called Nicor. He found it strange but confirmed that I was still inactive. The account was then escalated and I was told I would have someone reach out to me within 3-5 days. I received an email with the contract they had just mailed me over email with no insights, resolution or anything. I then called them to explain what the issues were and the agent confirmed my account was inactive. I asked to cancel the account which they have but now I am looking to get my money back as they were billing ********** who in turn has been billing me, since at least end of 2019. I have been pursuing getting a refund. Illinois Energy most recently said they would respond within ***** hours but after 4 business days I called them. I am now being told I need to send every invoice where I have paid Nicor, and thus Nicor has paid Illinois Energy. I was blocked from talking with the customer relations team directly and they would not give a timeline on resolution. After waiting 3 weeks, I am filing this complaint as this is not an acceptable way of doing business and I expect a refund for all money paid to them.There accounting system has me as an active customer because I received a late payment notice issues on January 5th from them even though they state they have no way to tell how much I have paid them. In conversations with Nicor they state that any refunds have to be handled with Illinois Energy because they only **** me on behalf of them. I am looking for help from BBB.

  

  Business response

  01/19/2022

  We spoke with the customer on 1/18/22 to discuss his account concerns. We advised that on 5/16/12, he enrolled with our company via phone. Our company changed names in 2017 and the customer was sent notification regarding the name change on 9/18/17. We provided the customer with the documentation he has requested via email. We also discussed the current status of his account with our company. We confirmed with the customer the cancellation he requested on 1/10/22 had been sent to the utility and confirmed as received by the utility on 1/10/22. We advised that the deactivation date is determined solely by the utility and typically based on meter reading cycle dates. He had no further questions at this time.

  Customer response

  01/20/2022

   
  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.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩