ComplaintsforConsumers Energy

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called consumer energy to ask about a second power pole to be put on my mother's property,we are putting another residence on the property and wanted a price estimate for doing this. They came out, gave me the estimate,three months later, I happen to look on my mom's table, and there's a bill there in my name, for 800$ from consumer energy, come to Find out, they accidentally switched my mom's account into my name,to do the estimate, and then continued to bill me. My mom's on automatic payments, so she never knew it was changed, I never knew it was changed, and now they want me to be responsible for this bill. I never knew they switched the account to my name and I have called them several times, I have tried to be as respectful and understanding as possible. But they say theirs nothing they can do.

  

  Business response

  04/04/2024

  04/01/2024 08:52:57 EST (RNSTAGG)
  CUSTOMER INFORMATION:
  *************************
  Account number: 9767
  *****************************************************************-9737
  Dates of service: 01/24/2024 to 03/21/2024
  Email: ********************
  04/01/2024 10:37:12 EST (RNSTAGG)
  INITIAL CUSTOMER CONTACT:
  04/01/24 - 10:37 am - the following email ********************** and SMS
  text message (**************) was sent to the customer:
  "Thank you for reaching out with your concerns. We have received your
  complaint filed with the BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ********************* @ ************** or
  *************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible."
  04/01/2024 15:37:06 EST (RNSTAGG)
  RELEVANT ACCOUNT INFORMATION:
  Current balance: $803.35 ($284.58 past due and $518.77 due on 04/10/24)
  Payment history: zero
  TIMELINE:
  01/22/24 - Cost estimate request, notification number ********** - "COST
  ESTIMATE-- LOOKING AT GETTING A 2ND METER TO A TRAILER ON THE PROPERTY"
  01/24/24 - Web move-in requested (customer selected due dates of bill and
  set up online billing)
  **** prior account was in ***************************** name: (Account
  number: 2123, dates of service: 08/02/23 to 01/23/24)
  01/25/24 - Project Coordinator noted: "Texted customer and let them know I
  will plan to site check next week and get back with them once I do."
  02/06/24 - Project Coordinator noted: "Site checked and spoke with
  customer. They are looking for oh (overhead) serv (service) off existing
  pole for camper. Emailed spec sheet for pole and they were going to get
  electrician."
  02/14/24 - Project Coordinator noted: "Texted customer to provide status
  update."
  02/21/24 - Project Coordinator noted: "Customer texted me back and said
  they are waiting until they are able to afford electrician. Asked that
  they keep me informed."
  03/19/24 - Turn off notice sent ($279.21 past due)
  03/21/24 - **************** noted: "***** CALLED STATED THIS IS HER MOMS
  HOME AND NOT HER HOME, SHE DOES NOT UNDERSTAND WHY SHE IS RECIEVING *****,
  STATES SHE DID NOT CREATE THIS ACCOUNT"
  **The customer called back later and the following is noted:
  "********* STATED SHE NEVER STARTED SERVICE IN HER NAME OR AGREED TO IT
  BUT SHE DID REQUEST AN ORDER TO HAVE A POLE INSTALLED,ADVISED MOVE IN
  ORDER WAS PLACED ONLINE ENDED SERVICE, TRANSFEERED ** TO ENERGY REQUEST
  CENTER"
  03/22/24 - New account requested for ************************* (3468) from
  03/23/24 forward.
  03/25/24 - ID Theft investigation requirements sent to the customer, who
  stated that she did not place service into her name.
  03/25/24 - **************** noted: "CALL WAS ESCALATED TO ME TO CALL CYLEE
  BACK , CALL WAS PULLED FROM JAN , REP AT THAT TIME ONLY CREATED HER IN OUR
  SYSTEM SO SHE COULD PUT IN A NEW SERVICE REQUEST. DUE TO HER MOVING A
  CAMPER ONTO THE PROPERTY AND SHE HAS BEEN PLUGGING INTO HER MOMS HOME. SHE
  WANTED A QUOTE FOR NEW SERVICE FOR HER CAMPER. ********* HER MOTHER ******
  LIVES AT 1969 ********************* ********. REP DID NOT PUT SERVICE INTO HER NAME,
  ADVISED ***** THAT SOMEONE WENT ON LINE AND STARTED SERVICE IN HER NAME
  AND SINCE HER MOTHER LIVES AT THIS LOCATION SHE WOULD NEED TO SPEAK TO HER
  MOTHER ABOUT THE ***** , WE DON'T GET INVOLVED IN 3RD PARTY DISPUTES."
  04/01/2024 15:54:33 EST (RNSTAGG)
  CUSTOMER CONTACT SUMMARY:
  04/01/24 - 3:54 PM - I left a voicemail message for ************************* at phone
  number ************ - letting her know that I'm doing an investigation on
  an inquiry placed by her daughter through the Better Business Bureau
  regarding the account at 1969 ********************* in ********. I understand there
  *** have been an account mistakenly requested in her daughter's name and
  asked her to return my call to verify this. I provided my phone number for
  her to call back.
  04/02/2024 13:30:13 EST (RNSTAGG)
  04/02/24 - 1:30 pm - I left another voicemail message for ************************* at
  phone number ************ - letting her know that I am still working on
  the inquiry placed through the BBB by her daughter regarding the account
  concerns. I asked her to return my call and provided my phone number.
  04/02/24 - 1:33 pm - I attempted a call to *********************** at phone number
  ************. There was no answer and the voicemail box was full. I was
  unable to leave a message.
  04/02/2024 13:54:26 EST (RNSTAGG)
  04/02/24 - 1:54 pm - the following email was sent to *********************** at
  ********************:
  "Good afternoon *****,
  Thank you for your inquiry placed through the Eastern Better Business
  Bureau (BBB) regarding the account concerns at 1969 *********************, ********.
  I understand you are disputing the balance for service in your name from
  January 24 to March 21.
  I have been able to look further into your concerns and found that you did
  call on January 22 to request a cost estimate at an additional service for
  the property. On January 24, you then requested to start an account at
  1969 ********************* effective the same day. You selected the due date and set
  up ebilling for the account, as well as text alerts. Our records show that
  we delivered text and email alerts when your bills were ready to view.
  In January and February, you worked with a Project Coordinator on a quote
  for the second service. A turn off notice was mailed on March 19, and then
  on March 21 you called in to end your account here.
  We understand that you *** have mistakenly put the service at this address
  in your name in January. I have tried to contact your mother twice since
  the inquiry was placed to confirm this was a simple mistake and to see if
  she would like to be rebilled for the time in question, however I have
  been unable to connect with her.
  In order to assist you further, please have her call me to clarify that
  she wanted to be billed for the service dates of January 24 to March 21.
  If not, you *** wish to make arrangements with her to pay the bill under
  your name and account number if you feel she is responsible for the use.
  If you have any additional questions, please feel free to reply to my
  email.
  Best wishes to you.
  Sincerely,
  *********************
  (they/them)
  Customer Care Advocate
  **********************
  **************
  ***************************************************"
  04/04/2024 10:05:40 EST (RNSTAGG)
  04/04/24 - no response from the customer or return calls from ******
  ******.
  SUMMARY OF RESOLUTION:
  - (*Address call to request for estimate to add second electric pole)
  *********************** called in a request with our customer service department for
  a cost estimate for a second meter on January 22 and got both a follow up
  and asked the project coordinator to hold off until they could afford an
  electrician to help.
  - (*Address switching name on account for this estimate) The customer
  submitted a web move in request to put the existing electric service at
  this location in her name on January 24. She set up online billing and
  text alerts and selected the due date of the billing). She then called to
  end the account in her name on March 21 after a turn off notice was sent
  on March 19. After that, ************************* (her mother) called in to start an
  account back in her name. ************* have been made to the account in
  *****'s name, and she was not advised she needed to put the existing
  service into her name.
  - (*Responsibility of ***** We understand that this *** have been a simple
  mistake on *****'s part. If ************************* calls us to verify she would
  like to be billed for the service, we will rebill it in her name.
  Otherwise, ***** is responsible for service during the requested dates and
  can either pay the balance or work out any arrangements or payments owed
  with her mother.
  CLOSING CUSTOMER INQUIRY AS OF 04/04/24.
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Can you please help I'm a senior very scared my consumers will be cut off sat and I need help God please help me Im very scared,the acct is in my husband's name ******************* *********************************** phone ********** please call me please I'm using someone else e mail.PLEASE HELP I have no where too turn please. *****************

  

  Business response

  03/26/2024

  03/25/2024 16:09:31 EST (RGESCUTI)
  03/21/2024 15:04:27 EST (RGESCUTI)
  CUSTOMER INFORMATION:
  *******************
  Account number: 5162
  *************************************************************
  Dates of Service: 01/16/20 to current
  Email: ******************
  CUSTOMER CONTACT SUMMARY:
  03/21/24 -3:10 PM - I called phone number ************ and left a message
  for ******************* to contact me back. I left my direct phone number.
  03/21/2024 15:56:43 EST (RGESCUTI)
  At 3:41 PM I spoke with ************. He said he was hoping for more time. He
  said his appointment with assistance agency is the 28th. I told him
  unfortunately we cannot hold the account. He said tried calling customer
  service and they told him the same thing, so that is what he figured we
  would say. I apologized to ************ and told him he does have a payment
  plan set up. He said he can't afford to pay that first payment. I advised
  him to have the assistance agency contact us directly. He said he will see
  what he can do. I did explain to him, we do not have consent from him to
  speak to *************. He said he has to fill out the form. I told him I can
  email him the form. He said that would be fine and send it to
  ******************.
  ***
  RELEVANT ACCOUNT INFORMATION:
  The total balance due on 04/04/24 is $1603.32 of that $797.03 is past due.
  The shut off notice is $629.07.
  12- ************** Usage History:
  Electric
  02/07/2023 03/08/2023 457.4740000
  03/09/2023 04/09/2023 441.9780000
  04/10/2023 05/08/2023 367.6330000
  05/09/2023 06/07/2023 390.5110000
  06/08/2023 07/09/2023 486.2760000
  07/10/2023 08/07/2023 498.7130000
  08/08/2023 09/06/2023 438.7090000
  09/07/2023 10/05/2023 372.5130000
  10/06/2023 11/06/2023 435.7500000
  11/07/2023 12/05/2023 701.3450000
  12/06/2023 01/05/2024 486.8160000
  01/06/2024 02/05/2024 470.2680000
  02/06/2024 03/05/2024 441.4390000
  Gas:
  02/07/2023 03/08/2023 17.4000000
  03/09/2023 04/09/2023 15.0000000
  04/10/2023 05/08/2023 7.7000000
  05/09/2023 06/07/2023 2.8000000
  06/08/2023 07/09/2023 1.9000000
  07/10/2023 08/07/2023 1.5000000
  08/08/2023 09/05/2023 1.4000000
  09/06/2023 10/05/2023 1.8000000
  10/06/2023 11/06/2023 8.5000000
  11/07/2023 12/05/2023 9.8000000
  12/06/2023 01/05/2024 16.3000000
  01/06/2024 02/05/2024 19.8000000
  02/06/2024 03/05/2024 15.0000000
  ******* History (Shut off notice History)
  12/29/23 Shut off notice mailed for $629.07
  01/03/24 Midcycle Call - Attempted
  01/04/24 Mid cycle Call - Attempted
  01/06/24 Intent to disconnect mailed
  03/16/24 Intent to disconnect mailed
  ****
  Payment History
  12-Month payment history
  05/24/23 $1373.04 (CE payment)
  10/10/23 $118.00
  Holds History
  01/08/24-SER (state emergency relief application-pending)- hold until
  02/07/24
  02/05/24 - SPP request down payment required, hold until 02/20/24
  02/13/24 -******* lock SER application lock placed by ****************************
  -hold until 03/14/24
  03/13/24- Medical Emergency Form mailed
  03/16/24 -Intent to disconnect mailed
  03/21/24-Installment plan set up first payment $797.03 due 03/23/24
  SUMMARY OF RESOLUTION:
  Shut off notice - history.
  A shut off notice was mailed 12/29/23 for $629.07, we have followed the
  appropriate ******* process.
  Payment history
  There have been two payments in the last twelve months and no payments
  made within the last six months.
  *Assistance/Assistance holds
  There have been two holds placed by the assistance agencies with this turn
  off notice. Due to the customers payment history this customer is
  considered high risk and an installment was set up for the customer, half
  the total balance for the first payment, which is $797.03 due 03/25/24 and
  then $113.86 biweekly.
  Customer Inquiry Closed 03/25/24
  **Additional notes
  03/22/25 -In error customer was told by the contact center they have until
  April 20.
  03/25/25- I called phone number ************ and left a message stating
  there is no holds on the account. In addition I sent the following letter
  by mailed and email ******************:
  03/25/24
  *******************
  *****************************
  Flint ** 48532
  Dear *******************,
  I am writing in response to an inquiry you placed with the ******** **************************** (MPSC) and the Better Business Bureau.
  After reviewing your account, I have found you were given misinformation.
  You do not have a hold on your account. Unfortunately, I am not able to
  place a hold on the account however you do have an installment plan set up
  on the account. The first payment was due March 23 for $797.03. If you
  have any questions, please feel free to contact me back.
  Sincerely,
  ***************************
  Customer Care Advocate
  Office: ************
  Email: *********************************************************
  
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Consumers chose to void ******** pay without proper notification. We seek reimbursement for late fees and if no assistance would like a call from the *** supplier to understand next steps in converting our 16 properties over.

  

  Business response

  03/25/2024

  03/18/2024 08:45:26 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  *************************
  ACCOUNT NUMBER: 1305
  ****************************************************************************
  Dates of Service: January 31, 2022 - Present
  Email Address: ****************************
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $163.54
  *****
  As of 10/1/23 auto pay with credit/debit cards was discontinued.
  08/16/23 - the following email was sent to the customer:
  Contract Account Number 1305 "Autopay Email - Starting Oct. 1,
  2023, credit or debit cards can no longer be used with auto-pay accounts.
  To avoid missing a bill payment, we are asking customers to update or
  cancel their auto-pay account. Please visit ConsumersEnergy.com to add
  make changes."
  08/17/23 - the following email was sent to the customer:
  Contract Account Number 1305 "Paid with CC in 2023 Email - We are
  updating our card payment policies. Starting Oct. 1, 2023, if you pay your
  monthly residential energy bill with a credit or debit card, your payment
  will include a processing fee of $2.99."
  09/11/23 - account was removed from auto pay with credit/debit card. Last
  auto pay payment was received on 9/8/23 and nothing else would be due
  prior to the policy change.
  03/15/24 - customer called customer service asking to have late fees
  removed and the *** wouldn't do so. He requested a supervisor call back.
  Supervisor called him back within an hour and reversed $9.02 in late fees
  as a courtesy to the customer.
  03/18/************* EST (DJLOUCKS)
  **********
  CUSTOMER CONTACT SUMMARY:
  3/18/******** am
  I called ************************* at ************ and left a voicemail telling him I
  received the inquiry he placed with the BBB regarding his account. I asked
  that he return my call to go over his concerns and left my call back
  number.
  03/21/2024 08:31:56 EST (DJLOUCKS)
  3/21/24 8:45 am
  I called ******************** at ************ and left a 2nd voicemail asking him
  to return my call to go over his concerns. I again left my call back
  number.
  03/22/2024 10:19:57 EST (DJLOUCKS)
  3/22/24
  Because I haven't received a response from ******************** I sent the
  following email to ****************************:
  Hi *************************,
  I am writing in response to an inquiry you placed with the Better Business
  Bureau regarding your account. Regretfully, I have not been able to reach
  you by telephone.
  I#ve had a chance to review your account and found we sent emails on
  8/16/23 and 8/17/23 notifying you that we would no longer be accepting
  credit/debit cards for auto pay as of 10/1/23. Your account was
  automatically removed from auto pay on 9/11/23 after your payment posted
  on 9/8/23. We have also sent you bills each month showing your current
  usage and what your balance was. These bills also show any payments
  received on your account.
  On 3/15/24 when you called in and requested a supervisor call you back,
  the supervisor reversed the $9.02 in late fees you had been charged as a
  courtesy. In light of customer service, I have also requested a $10 credit
  to your account. This will be applied to the account within the next 10
  business days.
  In your concerns you stated if you received no assistance you would like
  information regarding gas suppliers. If this is something you would still
  like more information on, please call ************ and ask to speak to our
  representatives in Gas Choice.
  If you would like to discuss your concerns further, please call me
  directly at ************.
  Thank you,
  ****
  **********
  SUMMARY OF RESOLUTION:
  3/22/24
  ADDRESS AUTO PAY AND HOW CUSTOMER WAS NOTIFIED:
  On 8/16/23 and 8/17/24 emails were sent to the customer explaining we will
  no longer be accepting credit/debit card payments for auto pay. He was
  removed from auto pay on 9/11/23. Customer has been sent a bill each month
  showing his balance and any payments received.
  ADDRESS LAT FEES:
  Customer has been charged $9.02 in late fees. When he called on 3/15/24
  and spoke with a supervisor he was told we would reverse the late fees
  which was completed. A $10 credit is also being applied to his account in
  light of customer service.
  ADDRESS GAS CUSTOMER CHOICE MOVE:
  Customer has been made aware if he would like more information on gas
  choice suppliers to call ************ and ask for gas choice.
  CUSTOMER INQUIRY CLOSED AS OF 3/22/2024
  

  Customer response

  03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not received a bill for over 3 months. They also have a monopoly on my area so I don't have the option of using a different energy company.

  

  Business response

  03/20/2024

  03/14/2024 08:45:18 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***********************
  Account # ****
  ****************************************************-9541
  Dates of service: 06/19/20 - present.
  Email address: *********************** (ebill)
  03/14/2024 08:50:42 EST (JAGATES)
  I've sent an email to Customer Billing asking them to bill the customer
  and provide me with information on why the customer wasn't billed.
  CUSTOMER CONTACT:
  03/14/24: 8:53 am - A text/email has been sent via Riverstar:
  Dear ***********************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Eastern Better Business Bureau, notification
  number **********. I assure you Consumers Energy takes all customer
  complaints seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ********************* @ ************** or
  *************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  03/20/2024 14:03:11 EST (JAGATES)
  03/15/24: I hadn't heard back from Billing, so I sent an email to the
  Billing PO Box and to *******************************, checking to see if my initial
  email was accidently overlooked.
  - ******* responded the same day: "Sorry I didn#t get back to you, but I
  did look at this. The customer was not billed due to opting out. When the
  rate is changed before the meter is exchanged to a non ami meter it can
  cause a lot of issues. This one in particular is quite messy. I will start
  working on it today and let you know when it's done."
  03/18/24: I sent an email to *******, requesting a status on the billing
  for this customer.
  03/19/24: ******* responded, indicating that she was out of the office on
  Monday, but she'd let me know when it was completed.
  - I checked later in the day with ******* and she was having trouble,
  running into other issues that prevented the billing from being completed.
  03/20/24: ******* sent me an email telling me that the customer has now
  been billed and letting me know what cause the account not to bill:
  "This was due to opt out. When the customer opts out and a rate change is
  processed from RSP_1001 to RS_1000 the registers must also be updated
  because we are no longer looking for interval data. CSR#s process the rate
  change, but the registers have to be updated manually. SAP created an ****
  case but due to our backlog we had not yet worked the case. I have updated
  the registers for the opt-out and billed the account."
  03/20/24: 2:23 pm - I called ********** and got voicemail. I left a
  message that I was sending an email regarding her BBB complaint.
  I am sending the following email to the customer:
  Dear **************,
  I#m pleased to let you know that we've received your concerns regarding
  your billing for ******************************* ******, ** from the ********************************** Because our customers are important to us, we've taken
  your concerns seriously and have reviewed your account.
  With help from our ****************** I was able to discover that there
  were several issues that caused a delay in your billing with the primary
  one being the change in your rate due to your request to opt out of the
  Smart Meter. This caused the billing to need a manual review and
  correction, and due to the current work load that our ******************
  is working with, there was a delay in that process. We sincerely
  apologize for that delay.
  Your bills should be ready to view online tomorrow, Thursday, March 21.
  Your current account balance is $834.55 with a due date of April 11. As a
  goodwill gesture, I am requesting that a $300.00 bill credit be applied to
  your account. Please allow up to 2 weeks for that to appear on your
  account. If the remaining balance of $534.55 is a hardship, we can set up
  a payment arrangement to spread this amount over 3-4 months if needed.
  You can reply to this email if you would like to set up a payment
  arrangement.
  It is my sincere hope that this information has resolved your concerns.
  Please let me know if there is anything else I can do to help you. Thank
  you for the opportunity to assist you with your inquiry.
  Respectfully,
  *********************, Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  - I have submitted the request to apply the credit to the account.
  SUMMARY OF RESOLUTION:
  - NO BILL FOR 3 MONTHS - EXPLAIN: This was due to opt out. A rate change
  processed from RSP_1001 to RS_1000 and the registers also needed to be
  updated because we are no longer looking for interval data. CSR#s process
  the rate change, but the registers have to be updated manually. The system
  created an ***************** (for manual review) but due to our backlog we had not
  yet worked the case.
  - ACTUAL VS ESTIMATED METER READS: All reads for the last 12 months have
  been actual.
  - PAYMENT HISTORY: Customer was making regular monthly payments (account
  balance paid in full each month) until she did not receive a bill. No
  payments since Dec. 6, 2023.
  - PAYMENT PLAN: A payment arrangement has been offered in addition to the
  credit that is being applied to the account.
  COMPLAINT CLOSED 03/20/24

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a relative living with me who is on an oxygen machine. Her doctor found that she has high levels of carbon monoxide in her blood, which have most likely been caused by a leak from a gas appliance. I called Consumers Energy to explain the concern, which could become an emergency per the doctor. I requested a service call. I was told: " We don't come out unless you have a service contract or smell gas. That's it." ********** calls for a possible gas leak, causing carbon monoxide to poison a customer. Seriously ????? ********************** doesn't care if they are poisoning their own customers ?? Unless of course you have a service contract. THAT'S INSULTING !!!!!

  

  Business response

  03/19/2024

  03/08/2024 16:38:08 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***********************
  AC**UNT NUMBER: 6137
  ********************************************************
  Dates of Service: February 11, 2010 - Present
  Email Address: ****************** (from account)
  ****************** (from notification)
  **********
  INITIAL CUSTOMER **NTACT:
  3/8/24
  I sent the following email to ****************** via Riverstar:
  Account Number: ending in 6137
  Service Address: *************************************
  Dear ***********************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with the Better Business Bureau, notification number
  1069941121. I assure you Consumers Energy takes all customer complaints
  seriously.
  Our Complaints Advocate *************************** will forward your concerns to our
  gas operations team who will be in touch with you soon to discuss your
  concerns and gather any additional information that *** be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *************************** @ ******************************************** if
  you have any further questions or concerns. Our team is dedicated to
  resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  www.consumersenergy.com
  Please do not reply to this automated message.
  *****
  ASSIGNED TO GAS OPERATIONS 3/8/24
  03/11/2024 07:31:57 EST (DJLOUCKS)
  3/11/24 - this was sent to ************************* to work.
  03/14/2024 12:24:10 EST (DJLOUCKS)
  **********
  3/11/24 - MPSC **MPLAINT #********** FILED BY CUSTOMER FOR SAME ISSUE.
  FOLLOWING IS THE RESOLUTION PROVIDED:
  RELEVANT AC**UNT INFORMATION:
  The following information was received from *** Service Supervisor *****
  ********:
  Called customer on 3/11/24 @ 11:18 am and left a message. Customer called
  me back on same day @ 11:25 am. Customer is very upset that we don#t come
  out and check her appliances unless she has the appliance service plan for
  a leak. I tried to explain if she had a leak and smelled gas we would come
  out and check for a gas leak. She said she didn#t smell gas, but her
  doctor said she must have a ** leak from an appliance because of the
  elevated ** level in her relative's blood. I tried explaining the
  difference from a gas emergency and *** but it was hard to get a word in.
  I explained if she had a gas leak she can call it in and we would be there
  today. She said she would and then hung the phone up on me. She also said
  she was on the service plan so I double checked and her records currently
  state that she is not on the service plan.
  *****
  Customer has 2 accounts, *************** Unit 1 and Unit 2. Complaint was
  put in under Unit 1 which does not have ASP plan. Unit 2 has a Premium
  Care appliance service plan.
  We were out on 12/10/24 for a No Heat/No Hot Water order. We danger tagged
  the furnace due to a cracked heat exchanger.
  3/11/24 - ASSIGNED TO ASP
  **********
  CUSTOMER **NTACT SUMMARY (cont.)
  3/11/******* pm
  I called ********************* at ************ and spoke with her about her
  concerns. I confirmed she had talked with ***************************, and she said she
  had. I went over with her that she has two accounts with us and her
  complaint came in under Unit 1 but I found under Unit 2 that she does have
  an appliance service plan with us.
  **************** told me her mother lives with her, and her doctor said she has
  high levels of ** in her blook which would be caused by a gas leak. I
  asked if she was smelling gas and she said no. I attempted to explain that
  ** is caused by a gas burning appliance but doesn't mean there is a gas
  leak at her home. She said she has had this conversation many times with
  CE employees, and she isn't going to argue with me about it. I explained I
  wasn't trying to argue just to explain.
  I told her I found we had been about for a No Heat/No Hot Water call in
  December and found there was a cracked heat exchanger on the furnace which
  could cause ** issues. I asked if she had replaced the furnace and she
  told me she had. I gave her the escalated phone number for ASP and asked
  her to leave her name, phone number and email address and they would
  follow up with her shortly. They could come out and check her appliances.
  She thanked me and we ended the call. I then sent the complaint to ASP
  letting them know she would be calling.
  *****
  Per information from ASP department, they don't check for ** issues in
  customers appliances. They only repair appliances if needed. Customer has
  not requested a repair order.
  Per recorded call to customer service with *********************** from 3/5/24 she
  provided the account number for Unit 1. She told the *** about the ** in
  her blood and stated she wanted her appliances checked because of gas
  leaking from a gas burning appliance. The *** asked if she was smelling
  gas and she said no. He also told her to have her appliances checked she
  would need to have ASP (which is not on the account for Unit 1). The
  customer disconnected the call before the *** could tell her to call 911
  to have the fire department come out for **.
  *****
  3/13/24 9:33 am
  I called ********************* at ************ and left a voicemail asking her to
  return my call regarding the concerns she filed with the ***** I also left
  my call back number.
  1:57 pm
  I called ********************* at ************ and left a 2nd voicemail asking her
  to return my call and left my call back number.
  3/14/24 11:22 am
  I called ********************* at ************ and she immediately asked why I am
  harassing her by calling 3 times in 2 days. I apologized and stated I
  wasn't trying to harass her but wanted to give her some information. She
  told me again that I am harassing her. I asked if she would prefer I send
  an email with the information, she said yes and disconnected the call.
  I sent the following email to ************************:
  Hi *********************,
  I am writing as a follow up to our conversation this morning. I was
  calling to let you know that our ********************************* doesn#t
  respond to calls regarding carbon monoxide. Due to the statements you made
  in your complaint regarding your relative having high levels of carbon
  monoxide in her blood we recommend you call 9-1-1 and request the fire
  department respond to check for carbon monoxide at your home. They should
  be able to pinpoint the cause if the levels are high at your home. If they
  determine this issue is related to one of your covered appliances please
  contact our *********************** at ************.
  Thank you,
  ****
  **********
  SUMMARY OF RESOLUTION:
  3/14/24
  POSSIBLE GAS LEAK:
  The *** who answered her call, our gas supervisor and myself have all
  asked if she is smelling gas and each time the answer has been no. There
  is nothing stated by the customer that relates to a gas leak.
  ADDRESS CLAIM THAT NO SERVICE **NTRACT SO NO SHOW:
  Customer called in to our customer service on 3/5/24 she provided the
  account number for Unit 1 which doesn't have ASP. The *** told the
  customer they didn't have ASP because it isn't on this account. Customer
  has 2 accounts for this address and ASP is on Unit 2.
  Per ASP department they don't go out for carbon monoxide calls. They
  provided that the customer would need to call 911 and if they determined
  this issue is related to one of the covered appliances the customer would
  then need to contact our ASP group.
  EXPLAIN GAS LEAK EMERGENCY:
  There wasn't a gas leak.
  CUSTOMER INQUIRY CLOSED AS OF 3/14/2024
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Consumers energy changed their billing collection services and failed to do this honorably. They cancelled our credit card auto payment and then failed to send ** bills. We have called montly to sort out and are now charging us fees and interest. They stated multiple times they would remove all fees due to their mistake but every month there are fees that remain on the account and its a fight every month to pay the bill properly.We have tirelessly tried to resolve but their phone number doesnt always work and is busy or there are very long hold times and transfered around and hung up on.we had no issues until they changed their billing collection services

  

  Business response

  03/06/2024

  03/05/2024 15:03:09 EST (AJPORTER)
  CUSTOMER INFORMATION
  *************************
  Account Number # ****
  *********************************************-5856
  dates of service: 09/12/2022 - current
  email: **************************
  **********
  INITIAL CONTACT INFORMATION
  -03/04/2024 2:22pm
  the following was sent via RiverStar to
  email ************************** & SMS ************
  Account Number: ending in ****
  Service Address: ***********************************
  Dear *************************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with BBB, notification number **********. I assure you
  Consumers Energy takes all customer complaints seriously.
  Our Complaints Advocate *** ** will be in touch with you soon to discuss
  your concerns and gather any additional information that *** be needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to *** ** @ ************ or
  ****************************************************************************** if you have any further questions or
  concerns. Our team is dedicated to resolving your issues as soon as
  possible.
  Sincerely,
  Consumers Energy
  **********
  RELEVANT ACCOUNT INFORMATION
  -Customer currently receiving PAPER statements.
  -Email address on file is **************************
  -Customer is NOT on auto pay.
  -The current balance is zero.
  -EMAIL, PHONE, & PAPER INTERACTION HISTORY
  Date Action
  08/15/2023 Email, auto pay by card ending 10/01/2023
  OPENED 08/15/2023 9:15am & 8/17/2024 11:45am
  08/30/2023 Email, auto pay by card ending 10/01/2023
  OPENED 08/30/2023 @ 4:49pm
  09/07/2023 Email, auto pay by card ending 10/01/2023
  OPENED 09/08/2023 @ 11:57am
  10/02/2024 Reminder Email, expired method
  OPENED 10/03/2023 @12:30pm & 10/04/2024 7:37am
  11/03/2024 Courtesy Waived Late Fee email
  OPENED 11/05/2023 @ 11:11am
  11/03/2023 Email explaining late fees waived
  11/14/2023 Proactive call - past due balance - not completed
  11/15/2023 Proactive call - past due balance - not completed
  11/16/2023 Proactive call - past due balance - completed
  01/17/2024 Turn Off Notice mailed ****
  01/23/2024 Turn Off phone call - completed
  -12 Month Payment History
  Date Amount Misc.
  03/09/2023 $303.75 auto pay, due date 03/09
  04/10/2023 $307.24 auto pay, due date 04/10
  05/10/2023 $156.07 auto pay, due date 05/10
  06/08/2023 $121.60 auto pay, due date 06/08
  07/11/2023 $ ***** auto pay, due date 07/11
  08/19/2023 $ ***** *due date 08/09,
  09/07/2023 $ ***** due date 09/07
  11/16/2023 $225.39 *$30.47 due 10/09,
  *$61.99 due 11/08,
  $131.15 due 12/07,
  01/23/2024 $428.00 *$226.78 due 01/05, short -$6.32
  03/04/2024 $281.63 $207.54 due 02/07, $275.19 due 03/07
  *= more than 5 days late, late fee of 2% added
  -Late Fee Information
  Amount Action
  $ .59 previously reversed
  $ .59 reversed 3/4/2023
  $1.19 reversed 3/4/2023
  $4.36 previously reversed
  $ .12 reversed 3/4/2023
  **********
  CONTACT INFORMATION - continued -
  -03/05/2024 11:20am ************************************
  called customer ************
  spoke with ****. The customer expressed his frustration.
  I explained that the notices & bills explaining the upcoming changes
  were sent to the email address **************************, which is his
  wife. I then verified the phone number on file which is also his wife. The
  customer changed to paper billing thru our online website 01/23/2024. I
  further explained that all lates fees have been reversed, mostly prior to
  coming into my hands for the complaint process. I assured him all payments
  can be made without having a conversation with a representative. He can
  pay online thru our website, thru our application or over the automated
  service on the phone.
  The customer asked for a "good will gesture", I told him I would put a
  $10.00 credit on his account.
  **********
  SUMMARY OF RESOLUTION
  1- Removal from Auto Pay - how was customer notified?
  This customer was sent via email to ************************** 5 notices
  explaining the upcoming change for customers using credit/debit card for
  payments in August of 2023. All the emails were opened on their end.
  Customers on auto pay with credit/debit card also received these notices,
  additionally letting them know they would be removed from auto pay with
  their card.
  A list is noted above in this report of the emails sent and phone calls
  made to this customer. Of the 4 phones calls made, 2 were completed as
  noted above in this report.
  2- Address no bills received after removal
  The monthly statements were being sent via email to
  **************************, since 09/21/2022. The customer switched from
  ebill to paper 01/23/2024. A paper turn off notice was mailed on
  01/17/2024 (all turn off notices are sent by paper **** mail no matter
  what method they receive their monthly statement.) Confirmed with Mr
  ******** the method her prefers at this time is paper mail.
  3- Address fees charged
  The only fees that have been charged to this customer are the late fees
  that are added once the customer has been more than 5 days past due. All
  the late fees are noted above in this report, and all have been
  reversed/removed. No other fees have been added to this customers energy
  account.
  The customer could be referring to the $2.99 payment fee charged for using
  a debit or credit card for payment. The customer can use a checking or
  savings account and no fee will be charged.
  4- Address long hold and transferred around
  -Consumers Energy phone system has received 1 call from ************ in
  the last 90 days.
  01/23/2024 for 8 minutes, 35 seconds
  *the same day customer requested the "Release of Customer Information"
  form be sent to add his wife, the customer did not completed the
  authorization.
  -Consumers Energy phone system has received 1 call from ************ in
  the last 90 days.
  -03/04/2024 for 18 minutes, 25 seconds
  Consumers Energy made many attempts to contact the customer by
  several methods. It is possible his wife was receiving the information and
  he was not made aware? The late fees have been removed, and I have granted
  the customer a $10.00 customer satisfaction credit. He has confirmed the
  statements will be received by paper mail ****.
  The customer understands our position.
  COMPLAINT CLOSED
  03/05/2024
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23rd Consumer Energy erroneously turned off my gas - while I was out of town. They claimed it was due to non-payment, when I spoke to the ** representative, they confirmed that payment had been received. They sent a service person out to turn back on the furnace, stove and fireplace. They only turned on the furnace and stove. When I requested them to come back out and finish the job of turning on the appliances - they said no. The pilot light went out due to ** mistake, I am only asking they turn back on all of the appliances that went out due to their mistake. When I spoke to the ** manager she stated I can pay a third party company to relight the pilot light. She stated that ** is not interested in servicing their customers even though ** caused the issue. This is one of many issues with allowing monopolies to supply energy to consumers.

  

  Business response

  03/06/2024

  02/29/2024 11:29:47 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***********************
  ACCOUNT NUMBER: 0260
  ************************************************************
  Dates of Service: September 2006 - Present
  Email Address: *************** (from account)
  ************************** (from notification)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $541.91
  Turn-Off Balance: $270.00
  *****
  ******* History:
  Date Notice/Action
  01/30/24 Turn-Off Notice - mailed $322.23
  02/05/24 Mid-Cycle Call - not completed
  02/06/24 Turn-Off Call - not completed
  02/08/24 Intent to Disconnect - mailed
  02/21/24 Service Disconnected - for non-payment
  02/23/24 Service Reconnected
  *****
  12 Month Payment History:
  Date Amount
  03/22/23 $543.59
  03/22/23 $483.98
  05/31/23 $523.95
  08/03/23 $228.82
  10/06/23 $257.98
  01/17/24 $327.16
  02/22/24 $322.23
  02/23/24 $392.12
  *****
  Service was not turned off in error. Service was disconnected on 2/21/24
  and turn off balance payment was received on 2/22/24.
  On 2/23/24 when *********************** called in regarding not having gas the ***
  she spoke with explained she had been turned off for non-payment. She
  placed a reconnection order and **************** explained she was in **********
  and there was a house sitter that would be at the home for the
  reconnection and relight.
  While at the home for reconnection and relighting of appliances our techs
  would relight all appliances that the adult at the home requested.
  02/29/2024 12:30:00 EST (DJLOUCKS)
  Relighting of appliances after disconnection for non-payment is a courtesy
  and not a requirement.
  **********
  CUSTOMER CONTACT SUMMARY:
  2/29/******* pm
  I called *********************** at ************ and left a voicemail telling her I
  received the inquiry she placed with the BBB regarding reconnection of her
  services. I asked that she return my call to go over her concerns and
  left my call back number.
  03/01/2024 11:23:35 EST (DJLOUCKS)
  3/1/24 11:26 am
  **************** left me a voicemail at 11:07 while I was working with another
  customer. I called and left her a voicemail asking her to call me back at
  her earliest convenience and again left my phone number.
  03/01/2024 15:08:46 EST (DJLOUCKS)
  3:07 pm
  **************** returned my call and we spoke of her concerns. I told her I had
  reviewed her account and found we had disconnected her gas service on
  2/21/24 for non-payment and received her payment of $322.23 (turn-off
  amt.) on 2/22/24. She called in on 2/23/24 and a reconnection order was
  placed. At that time she told the *** she was speaking with that she was
  in ********** and a house sitter would be there for us to do the
  reconnection and provided that persons phone number for a call ahead. I
  let her know I had listened to that recorded call.
  **************** said that the gas wasn't turned off until 2/23/24 because she
  didn't leave until the 24th. I went over with her that the tech had
  completed the turn off order on 2/21/24 at 9:54 am and the order had the
  date and time stamp that the tech isn't able to change.
  **************** stated that she had paid in January and wasn't aware that she
  owed so much but got a bill for $300+ and paid that. I explained that we
  sent a turn off notice in the amount of $322.23 but that was the amount
  past due but she owed more than that. I went over her payments and
  explained we hadn't received a payment in November or December which had
  put account in arrears and that she hasn't been paying the full balances
  owed.
  I then talked to her about the turn on order and the relighting of her
  appliances. I explained that relighting of appliances is a courtesy and
  not something we are required to do. Our techs will relight all appliances
  that we are asked to do but if the fireplace wasn't mentioned we wouldn't
  send someone back to do that. **************** said she is aware of this as she
  had been told this by our customer service. She told me again that the
  service wasn't turned off until 2/23/24 and she doesn't care what is on
  the order. She feels as a monopoly that we just don't want to do good
  customer service and she will have to hire someone else to light her
  fireplace. I told her again that it was turned off on 2/21/23 before her
  payment was received. At this point we ended our call.
  **********
  SUMMARY OF RESOLUTION:
  3/1/24
  SNP - *******:
  Service was turned off for non-payment of 2/21/24 after all required
  notices were sent to the customer.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information". No
  payments were received in November or December which caused the account to
  be in a past due status and the customer wasn't paying full balances.
  ADDRESS TURNING ON ALL APPLIANCES - POLICY:
  As a courtesy at the time service is turned back on, we will relight all
  appliances that we are requested to do. We are not required to go out at a
  different date/time to relight one that wasn't requested at the time of
  the turn on.
  CUSTOMER INQUIRY CLOSED AS OF 3/1/2024
  
  

  Customer response

  03/10/2024

  When I spoke to the Consumer Energy representative on 2/23, she indicated that a payment was made on 2/22, one day prior to the gas being turned off.   The gas was not turned off on 2/21, but on 2/23.  In our conversation on 2/23,  I specifically stated that since I paid the bill prior to the gas being turned off that I would NOT be charged a turn on fee - the representative confirmed that to be the case.  Since my initial filing of this complaint, I have since been charged a $50 turn on fee in addition to a $220 deposit being attached to my account.  The supervisor who responded to my complaint did not allow me to review the recording of my 2/23 phone call with the representative to verify that the payment was made prior to the gas being turned off and that the representative stated that their would not be a turn on fee.  

  I would still like Consumer Energy to turn on my appliances and credit my account these fees.   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my wife are handling 2 accounts and on both accounts using several different forms of payment. And money was taken by them out my account and they are saying money was given taken out of their account...i never received in my account. Now i have to pay more to keep my lights on

  

  Business response

  02/29/2024

  02/26/2024 08:26:21 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ****************************.
  ACCOUNT NUMBER: 5289
  ******************************************************************
  Dates of Service: November 1, 2021 - Present
  Email Address: ************************** (from account)
  ********************************** (from notification)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $250.30
  Past Due Balance: $*****
  *****
  12 Month Usage/Billing History:
  Date ********* Billed Amt
  Pd Balance
  02/01/23-03/02/23 4382 $773.56 $773.56 $ 0.00
  03/03/23-04/02/23 3933 $698.03 $698.03
  04/03/23-05/02/23 2019 $355.75 $472.75 $581.03
  05/03/23-06/01/23 1200 $216.37 $472.75 $324.65
  06/02/23-07/02/23 533 $109.99 $109.99 $32
  4.65
  07/03/23-08/01/23 649 $133.68 $458.33
  08/02/23-08/30/23 481 $102.02 $227.84 $33
  2.51
  08/31/23-10/01/23 389 $ ***** $195.00
  $223.94
  10/02/23-10/31/23 997 $183.88 $407.82
  11/01/23-11/29/23 410 $ ***** $223.94
  $267.81
  11/30/23-01/01/24 453 $ ***** $365.00
  01/02/23-01/30/24 755 $149.84 $267.81 $24
  7.03
  *****
  ******* History:
  Date Notice/Action
  01/04/24 Turn-Off Notice - mailed $267.81
  01/09/24 Mid-Cycle Call - not completed
  02/13/24 Turn-Off Call - not completed
  02/15/24 Intent to Disconnect - mailed
  *****
  12 Month Payment History:
  Date Amount
  03/27/23 $132.56
  03/28/23 $ 68.00
  03/29/23 $541.00
  03/31/23 $ 32.00
  05/30/23 $472.75
  06/27/23 $472.75
  07/31/23 $109.99
  09/07/23 $117.00
  09/28/23 $110.84
  10/27/23 $195.00
  12/14/23 $223.94
  02/01/24 $190.00
  02/20/24 $ 77.81
  *****
  I was only able to find this account under ***************************** name.
  **********
  CUSTOMER CONTACT SUMMARY:
  2/26/******* am
  I called ************************* at ************ and left a voicemail telling him I
  received the concerns he filed with the BBB regarding his account. I asked
  that he return my call to discuss his concerns and left my call back
  number.
  02/27/2024 12:48:20 EST (DJLOUCKS)
  2/27/24 12:49 pm
  I called **************** at ************ and left a 2nd voicemail asking him to
  return my call to go over his account concerns. I again left my call back
  number.
  02/28/2024 08:56:15 EST (DJLOUCKS)
  2/28/24
  Because I have not received a response from ****************, I sent him the
  following email to **********************:
  Hi *************************,
  I am writing in response to an inquiry you placed with the Better Business
  Bureau regarding your account. Regretfully, I have not been able to reach
  you by telephone.
  Per the information we received from the Better Business Bureau, I
  understand you are concerned about payments you have made and receiving a
  turn off notice. While investigating your concerns I was only able to
  locate one account under your name which is for *************************,
  **********. Following is a list of the payments that have applied to this
  account within the last 6 months:
  09/07/23 $117.00
  09/28/23 $110.84
  10/27/23 $195.00
  12/14/23 $223.94
  02/01/24 $190.00
  02/20/24 $ 77.81
  If you have made any additional payments that are not showing here, please
  let me know so we can research those payments.
  On 1/4/24 a turn off notice was sent for a past due balance of $267.81.
  The payments we received in February covered that past due amount to stop
  a disconnection of your services. At this time, you have a past due
  amount of $***** plus a current bill of $149.84 = $250.30 that is due by
  2/28/24. If you are unable to pay that amount in full, we would recommend
  seeking assistance and you can do that by calling 2-1-1 for a list of
  agencies in your area you can contact. If you are unable to receive
  assistance we would be happy to help you with a payment arrangement.
  If you have additional questions regarding your account, please call me
  directly at ************.
  Respectfully,
  ****
  02/29/2024 10:34:29 EST (DJLOUCKS)
  **********
  SUMMARY OF RESOLUTION:
  2/28/24
  ADDRESS TWO ACCOUNTS:
  There is only one account under ***************************** name. I was unable to
  reach him to get any information on a second account.
  PAYMENT HISTORY:
  Payment history is listed above in "Relevant Account Information".
  WHAT NEEDS TO BE PAID TO KEEP LIGHTS ON:
  Customer made two payments in February which totaled $267.81. This was the
  full amount of the turn off notice which stopped the customer from being
  disconnected.
  CUSTOMER INQUIRY CLOSED AS OF 2/28/2024
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern about the disclosure of my private information to credit bureaus, which has led to inaccuracies on my credit report. This situation has caused significant financial and emotional distress.As per 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be treated confidentially.Furthermore, 15 USC 1681 Section 604(a)(2) underscores that a consumer reporting agency cannot share account information without my explicit consent, which I have not given.I have noticed discrepancies on my credit report linked to CONSUMERS ENERG, negatively impacting my financial well-being. I urgently request the correction of these inaccuracies.Additionally, I wish to remind you of 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.For your reference, my account details are as follows:Account Number: *****************I request a thorough review of my account, immediate correction of credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***************************

  

  Business response

  02/27/2024

  02/20/2024 12:00:45 EST (DJLOUCKS)
  CUSTOMER INFORMATION:
  ***************************
  ACCOUNT NUMBER: 5076
  ***** ***************** APT *************************************************-5833
  Dates of Service: March 31, 2023 - Present
  Email Address: *********************** (from account)
  ********************* (from notification)
  **********
  RELEVANT ACCOUNT INFORMATION:
  Current Balance: $113.37
  *****
  Previous account information:
  *************************** / 1384
  *******************************************************-1533
  Dates of Service: 3/21/22 - 5/26/22
  Account Balance: zero
  *****
  Per Credit supervisor:
  She was unable to find anything that CE reported to a credit agency for
  this customer. She searched by their customer number, social security
  number and his name.
  CE has not reported any balances to a credit agency for this customer.
  **********
  02/20/************* EST (DJLOUCKS)
  CUSTOMER CONTACT SUMMARY:
  2/20/******* pm
  I called *************************** at ************ and left a voicemail asking him to
  return my call regarding the concern he filed with the Better Business
  Bureau. I left him my call back number.
  02/21/2024 13:56:13 EST (DJLOUCKS)
  2/21/24 1:58 pm
  I called **************** at ************ and left a 2nd voicemail asking him to
  return my call to go over his concerns. I again left my call back number.
  02/22/2024 11:29:39 EST (DJLOUCKS)
  2/22/24 11:34 am
  I called **************** at ************ and left a 3rd voicemail asking him to
  call me back to discuss his concerns. I also left my call back number.
  Because I have not been able to reach him by telephone I sent the
  following email to *********************:
  Hi ***************************,
  I am writing in response to an inquiry you placed with the ******************************** regarding your credit report. Regretfully, I have not been
  able to reach you by telephone.
  I understand you are concerned about a report that shows linked to
  Consumers Energy. We only report out to credit agencies when there is an
  outstanding balance on a closed account. Your current account at *****
  ***************** Apt. *************************************** is open, and your bill is
  paid up to current. Your previous account at ***************************, ********
  which closed in May 2022 doesn#t have an outstanding balance as the final
  bill was paid in June 2022.
  Because I was unable to find any outstanding balances for you, I reached
  out to our credit department. They were unable to find anything under your
  customer number, social security number or your name. You may want to
  contact the credit agency or bureau where you found this report to see
  where it came from. Due to Consumers Energy not reporting anything to a
  credit agency for you we would not be able to correct this issue for you.
  If you have any questions regarding this issue, please call me directly at
  ************.
  Respectfully,
  ****
  **********
  SUMMARY OF RESOLUTION:
  2/22/24
  ADDRESS ************* - MSENT TO CREDIT BUREAU:
  This customer doesn't have any outstanding balance with CE and we have not
  reported anything to a credit bureau for him.
  ADDRESS IF CORRECTION NEEDS TO BE MADE TO CREDIT AGENCY - ERXPLAIN IN
  DETAIL:
  We have checked under his customer number, social security number and his
  name. We have not reported anything to a credit agency for him. We would
  not be able to help correct this issue for the customer.
  CUSTOMER INQUIRY CLOSED AS OF 2/22/2024
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an account with **********************. I have been taki9ng advantage of their payment plan wherein my bills between summer and winter are averaged out for a more consistent monthly payment. I was also enrolled in auto pay using my Debit card. At some point, the company decided not to take Debit cards anymore, so I deleted my debit card and entered my bank checking account as the sole payment method. several months ago, they unenrolled my auto pay and payment plan for lack of payment. The lack of payment was because they still had my Debit card as the payment method even though i deleted it. I was told that even though i changed my payment method, the payment plan retains the payment method used when the plan began (my Debit card). I was able to pay aver the phone to avoid shutoff and restart the auto pay and payment plan. The issue I have at this point is that even though they did not update my payment method to what i set it to (My checking account), I am still being charged the late fees. They are blaming me for not seeing the notices (that i did not even get and the representative acknowledged many other failed to get it also), and my bills. This really is all irrelevant as there system did not update my payment method per my request. I know that the late fee is verry small, but I have had to deal with a few other late fees from Consumers because there system kept kicking my out of auto pay by itself. I figured if my complaint helped them fix there system, maybe it could help with future headaches for me and many others.

  

  Business response

  02/16/2024

  02/12/2024 16:27:33 EST (JAGATES)
  CUSTOMER INFORMATION:
  ***********************
  Account # ****
  **************************************************************************
  Dates of service: 12/11/20 - present.
  Email address: *********************** (ebill)
  CUSTOMER CONTACT:
  02/12/24: 4:31 pm - A text/email has been sent via Riverstar:
  Dear *********************,
  Thank you for reaching out with your concerns. We have received your
  complaint filed with *********** Better Business Bureau, notification
  number **********. I assure you Consumers Energy takes all customer
  complaints seriously.
  Our Complaints Advocate ********************* will be in touch with you soon to
  discuss your concerns and gather any additional information that *** be
  needed.
  We appreciate your patience and understanding during this process. Please
  feel free to reach out to ********************* @ ************** or
  *************************************************** if you have any further questions or concerns.
  Our team is dedicated to resolving your issues as soon as possible.
  Sincerely,
  Consumers Energy
  RELEVANT ACCOUNT INFORMATION:
  02/12/24: I have reversed 6 late payment fees totaling $9.66.
  02/13/2024 11:27:38 EST (JAGATES)
  08/16/23: Customer sent email regarding no longer accepting credit cards
  on autopay.
  09/18/23: Customer removed from autopay.
  09/20/23: Robo call regarding no longer accepting credit cards on autopay.
  10/25/23: Placed temporary ******* lock to prevent late payment fees
  11/21/23: Customer removed from Budget Plan.
  11/22/23: Proactive Call Result - Call Not Completed
  11/24/23: Proactive Call Result - Call Not Completed
  11/28/23: Proactive Call Result - Call Not Completed
  11/29/23: Proactive Call Result - Call Completed
  12/29/23: Proactive Call Result - Call Not Completed
  01/03/24: Proactive Call Result - Call Completed
  02/03/24: Proactive Call Result - Call Not Completed
  02/05/24: Turn off notice mailed.
  02/12/24: Customer re-enrolled in Autopay and Budget Plan.
  02/12/24: Phone call - not completed (already scheduled as of 02/09/24)
  - 12-MONTH PAYMENT HISTORY:
  Date Amount
  02/12/2024 265.43-
  08/29/2023 79.00-
  07/31/2023 79.00-
  06/29/2023 79.00-
  05/30/2023 79.00-
  04/28/2023 79.00-
  03/30/2023 79.00-
  03/03/2023 155.83-
  02/13/2024 13:30:21 EST (JAGATES)
  02/13/24: I listened to the call the customer had with our Customer
  Service Representative. The customer mentioned setting up autopay using
  his checking account, but when I looked, the autopay was set up online by
  the customer on 03/03/23 (there was a de-enroll, then an enrollment on the
  same day). This was after his credit card had been declined on 02/28/23.
  02/14/2024 16:11:54 EST (JAGATES)
  02/14/24: I have sent the following email to the customer:
  Dear **************,
  I#m pleased to let you know that we've received your concerns regarding
  your budget plan and autopay for ********************************* **********, ** from ************** Better Business Bureau. Because our customers are important to
  us, we've taken your concerns seriously and have reviewed your account.
  My review found that we attempted to notify you several times of the
  change regarding the acceptance of credit cards for autopay. I apologize
  if our **************** Representative did not do a good job of explaining
  that autopay had been set up by yourself on March 3, 2023 on our website,
  and it was set up using your credit card. This *** have been your debit
  card (which would have a **** or Mastercard symbol on it) which would pull
  your payments from your checking account. Below you will find our attempts
  to notify you of this change:
  08/16/23: Customer sent email regarding no longer accepting credit cards
  on autopay.
  09/18/23: Customer removed from autopay.
  09/20/23: Robo call regarding no longer accepting credit cards on autopay.
  10/25/23: Placed temporary ******* lock to prevent late payment fees
  (until December 2023)
  11/21/23: Customer removed from Budget Plan.
  11/22/23: Proactive Call Result - Call Not Completed
  11/24/23: Proactive Call Result - Call Not Completed
  11/28/23: Proactive Call Result - Call Not Completed
  11/29/23: Proactive Call Result - Call Completed
  12/29/23: Proactive Call Result - Call Not Completed
  01/03/24: Proactive Call Result - Call Completed
  02/03/24: Proactive Call Result - Call Not Completed
  02/05/24: Turn off notice mailed.
  02/12/24: Customer re-enrolled in Autopay and Budget Plan.
  Your bills also no longer stated autopay and did not show payments posting
  to the account. As a goodwill gesture, I have removed 6 late payment fees
  totaling $9.66.
  It is my sincere hope that this information has resolved your concerns.
  Please let me know if there is anything else I can do to help you. Thank
  you for the opportunity to assist you with your inquiry.
  Respectfully,
  *********************, Customer Advocate
  Office: ************ | Fax: ************
  *************************************************** | www.ConsumersEnergy.com
  SUMMARY OF RESOLUTION:
  - ADDRESS REMOVAL OF AUTOPAY AFTER UPDATE TO BANK ACCOUNT: The customer
  had set up autopay in March 2023 with a credit card, not checking account
  information. He *** have used the credit card tied to his checking account
  so the payment pulled from his checking account, but we did not have his
  checking account tied to autopay.
  - ADDRESS REMOVAL FROM BUDGET PLAN: After 2 missed payments a customer is
  removed from the budget plan.
  - ADDRESS NOTICES GIVEN TO THE CUSTOMER: See above for list of emails and
  phone calls to alert the customer to the change in autopay.
  - ADDRESS LATE PAYMENT CHARGES: A total of $9.66 in late payment fees were
  legitimately billed to the customer. As a goodwill gesture, these have
  been removed from the account.
  COMPLAINT CLOSED 02/14/24

*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. ↩