Complaints

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

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  We Energies

  231 W Michigan St Milwaukee, WI 53203-2918

  
• 

  We Energies

  700 W Sunset Rd Port Washington, WI 53074-2150

  
• 

  We Energies

  W140N9100 Lilly Rd Menomonee Falls, WI 53051-2347

  
• 

  We Energies

  4801 E Elm Rd Oak Creek, WI 53154

  
• 

  We Energies

  1830 S West Ave Waukesha, WI 53189-7468

  

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

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against We Energies regarding multiple serious issues related to their management of my account, their violation of my privacy, and their persistent disregard for my explicit communication preferences. I have clearly instructed We Energies that I do not wish to communicate by phone and have requested all communication be in writing. Despite this, even after my account was sent to collections, We Energies has repeatedly pressured me to call their customer service. They have sent multiple communications insisting I call to make payment arrangements and have even placed unsolicited phone calls to me. This is an unacceptable violation of my communication rights and has caused me significant distress. We Energies sent me an email containing another customers personal information, including their name and address. This happened again last night. Attached is a copy of the email. As a professional with a Masters Degree in ************************* and certification as a Certified Ambulance Privacy Officer (CAPO), I understand the gravity of such a breach. This has caused me additional emotional distress. Despite numerous attempts to resolve these matters, We Energies has failed to offer a written resolution or honor my requests. Their insistence on phone communication and threats related to collections without addressing my concerns properly is unacceptable. Due to the emotional distress causedincluding exacerbation of PTSD symptoms, forced unwanted phone communications, and the privacy violation

  

  Business Response

  Date: 07/17/2025

  According to our records, this customer contacted us on 3/31/2025 to end billing responsibility for service at a property located in *******, **. A stop service order was issued with an effective date of 4/1/2025 and an alternate mailing address was added that same day for the final bill statement to be issued. The email confirmation sent to the customer mistakenly listed a similar, yet incorrect address to the one initially provided by the customer.

   We are committed to providing accurate communication at all times to our customers and sincerely apologize that the previous email received contained an incorrect address. Please know that the privacy and security of our customers accounts/information is very important to us. Our corporate policies focus on strict security procedures and data integrity. Appropriate feedback will be provided to the representative to ensure greater accuracy and that such errors do not occur in the future when replying to a customers email.

  Since the customer was enrolled in online billing and opted to receive Bill ***** notifications via email and text messages, emails and text messages were sent to the contact information on file for the customer on 4/2/2025 and 6/27/2025 respectively. 

  Paper bill copies were also mailed on these dates to the alternate mailing address provided. While we understand the customer stated he did not receive these bills and only a collection letter, we cannot waive any portion of the balance. If the customer is unable to afford the remaining final balance by his due date, he is encouraged to contact us at ************, where Customer Consultants are available 24 hours a day, and wed be happy to establish a payment arrangement. Unfortunately, payment arrangements cannot be made via email communication.

  Customer Answer

  Date: 07/17/2025

  To Whom It May Concern:
  I am writing in continued response to We Energies' reply regarding their mishandling of my account at ********** **************************************************************** Their response contains contradictions, fails to address serious concerns, and continues to deflect responsibility for mistakes they have openly admitted.
  
  1. Contradictory Statements About Collections and Payment Options
  We Energies claims that I can call to set up a payment arrangement even though my account has been placed with a third-party collections agency. In later communication, they state they are unable to offer any payment plan because the balance has already been turned over to collections. These statements are clearly inconsistent and misleading.
  I attempted to resolve the balance in good faith, yet We Energies transferred it to collections without warning, and now refuses to help while simultaneously suggesting I can just call them to resolve it. This contradiction is unacceptable.
  
  2. Refusal to Honor Written Communication For My Protection
  From the start, I have clearly and repeatedly stated that I require all communication in writing. This is not simply a matter of personal preference or disability accommodation it is a protective measure due to repeated miscommunications and errors on We Energies part.
  They claim phone calls are recorded, but this does nothing for me as the customer. I have no access to those recordings, nor does that system prevent misinformation, mistakes, or unaccountable responses all of which have already happened.
  They have continually refused to work with me in writing, even for basic account matters such as setting up a payment arrangement. This insistence on phone-only service especially in the wake of their errors is unacceptable and borders on evasion of accountability.
  
  3. Acknowledged Mistakes Without Real Accountability
  We Energies admits they emailed a confirmation to an incorrect address, but offers only a vague apology and internal feedback as a solution. I never received final billing notices only a collections letter months later. Theyve presented no evidence that bills were delivered correctly and still place full blame on me as the customer.
  
  4. Failure to Accommodate and Respect Customers
  ********************** refusal to communicate in writing while continuing to demand phone contact is not only inappropriate but potentially unlawful. They have failed to accommodate my needs and protect my rights as a customer especially when those needs are documented and clearly communicated.
  
  Requested Resolution
  Recall the account from collections and allow resolution directly with We Energies.
  Establish a written payment plan, respecting my right to written communication and documentation.
  Issue a formal written acknowledgment of their communication failures and address missteps.
  Correct internal policy to allow customers the choice of written communication, especially when justified by ongoing issues or personal risk.
  This issue is not simply about money owed it's about how We Energies has mishandled customer trust, privacy, and basic communication. I remain willing to resolve the matter, but only through written means that offer me security, clarity, and transparency all of which Ive been denied thus far.
  Sincerely,

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

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wisconsin electric is posting incorrect billing info on their app. I believe that they are doing this intentionally to confuse and manipulate their customers in an effort to draw out as much as possible in downpayments for payment plans.

  

  Business Response

  Date: 07/11/2025

  The customers recent bill statement was issued on 6/12/2025 in the amount of $2907.57. The customer established a Deferred Payment Arrangement (DPA) via the utilitys mobile app on 6/21/2025. The *** agreed to by the customer required her to pay a down payment of $1163 (40% of the account balance, which is standard practice) by 6/26/2025 with the remaining balance to be divided into 18 monthly installments. The customer submitted the required down payment on 6/24/2025, thus activating the **** Her My Account profile currently reflects the remaining account balance. A new bill statement has not yet been issued, but is scheduled to in the coming days. This bill statement will be for the customers current monthly charges in addition to her first installment of the ***. If the customer has further questions or concerns, we encourage her to contact our *************************** at ************** where Customer Consultants are available 24 hours/day, 7 days/week.  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got charged an extra $800 (I believe, it may be more but not sure) for services from my old house, that me and my ex used to live in. She/we were always behind on the bill, so when I moved, there was an outstanding balance that she was paying, that got put onto MY account! I'm not asking it go to her account either, but that it can just be written off. If it cannot be, then I may agree to pay it a little bit per month, but with ZERO down payment as I do not have any extra $$ for any sort of down payment at this time in this horrible economy. I ask that We Energies be contacted, and that someone in a higher authority, contact me with some sort of a solution. All I get when I try is automated responses requiring a ridiculous down payment of $300 or more, and when I call the wait time is very long. Please help! Thank you for your time and attention to this matter.

  

  Business Response

  Date: 07/08/2025

  We have contacted the customer and have agreed to terms on a Deferred Payment Arrangement. The customer expressed gratitude and was satisfied with the resolution to his concerns.  

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up payment arrangements for 2 separate inactive accounts recently which are located at ***********************************************. I made payments to both accounts via the mobile app on 6/18/25 but only the payment to account # **************** was successfully debited from my checking on 6/20/25. I also made a 3rd payment to an active account that day which also posted on 6/20/25. Only one transaction was rejected and I was told today by WE it was due to insufficient funds. I knew this was an absolute impossible explanation as there is more than enough money in my checking account. The *** I spoke with today proceeded to tell me the issue was with my bank. I stopped by my bank today and they confirmed WE never attempted to debit the payment for $24.14 for account **************** which WE claims was rejected for insufficient funds and on top of that WE is attempting to charge a $7.24 return check fee. I am now In jeopardy of being kicked off this payment plan and I am not comfortable attempting to make any more payments to this account until someone can fix whatever issue on WE's side is causing this to happen. Also, I called last week because the mobile app only reflects up to date payment information including due dates for account ending in *****. The account ending in ****** doesn't have up to date statements and is still charging me to make a payment online whereas the other is no longer. I refuse to call the customer service number regarding this situation any further because they keep transferring me to overseas ***s whose language barriers do not allow for proper resolution nor do they follow up as I had requested. I'm still waiting for a supervisor to call me back from a call I placed this morning 10 hours ago. Something is very wrong with how these payment arrangements were set up and all I'm trying to do is pay these bills on time which WE is making EXTREMELY difficult to do.

  

  Business Response

  Date: 07/03/2025

  The Utility has reached out to the costumer to address his concerns.  The customer was satisfied with the conclusion.  

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved due to landlord for 10 yrs would not allow me to renew my lease, financially struggling for past 5 years, last few have been even harder/ I did pay WE energies I was on a Budget I believe aprox $185 a mo, I did fine until other financial harship, I spoke to customer service several times, and explained was put on payment plan 2023 , and due to miss payment ( which I called to resolve and thought it was. I shortly found out which years ago I should of been told about Lift program I went on it for about 1yr but due to landlord not renewing lease I had to move in with my parents. Now I receive a bill which was never explained, and I was lied to, they never cancelled out payment plan this whole time, I never got bills or notifications that I owed until I moved out the end of February. Which I call Lift and closed the account. I did call when I received the bill WE Energies customer service line and spoke to credit department to see if they could do anything, they want me make a down payment of $530.00 ( I told them I could not do this) they told me to call energy assistance and I did (had to set an appointment,) was advised wrongly again energy assistance only help people who currently have an active account , will not help with closed bills. I called customer service back, I am asking if there would anything resolve this can we work something out, they would not and was told to pay what I can , and 2 mos it will go to collections. I feel there is something they can do, I don't think bill would of increased so much if I was notified even before me going on Lyft program , I am in hardship situation , and it seems now I no longer live at the address I did for 10 yrs/ everyone wants to collect some kind of $$ never got notice of these extra bills until I moved (medical , and some other issues with bills I am trying to fix.) so to get another bill of $1300 I just feel defeated, I just feel I shouldn't pay anything if it was from 2yrs ago and got no notifications.

  

  Business Response

  Date: 05/19/2025

  The customer was billed for gas and ********************** service at the property in question from September 2022 through February 28th,2025, during which time monthly bill statements were issued online per her request (Paper-Free Billing). This customer was enrolled in our LIFT program in April 2024 and regularly opened monthly email notifications which contained her statement, account balance, and necessary payment amount to remain enrolled in the LIFT program. For those who qualify, the LIFT program is designed to be a 12 month program. This customer made the necessary monthly payments from her enrollment date; however, due to closing the account prior to the 12th month, her remaining arrears balance will not be covered under the LIFT program. If the customer were to resume service at another location, the remaining balance would be transferred to her new account and her eligibility to return to the LIFT program will be reviewed at that time. In the meantime, we encourage the customer to contact us at ************** to discuss payment arrangement options to prevent the balance from being turned over to a Collection Agency. 

  Customer Answer

  Date: 05/20/2025

  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 have contacted WE Energies twice and I dont prefer a 3rd time I was sent to energy assistance because the only 1 payment plan that was given would not work with my financial hardship. I asked for more options and they would not give me any other option. Its also not my fault I had to end LIFT program a month early my landlord after 10 years would not renew my lease.  Its unfortunate I guess I pay what I can for next two months and then it will go to collections. I dont appreciate the run around and being advised so wrongly from the beginning of this account ! I was brushed aside even community advocates stated I was waited a whole week to talk to them in hope to resolving and representative stated WEEnergies representatives like to pass the buck to us they cant help me now but when I move and reopen an

  account some day I will get help.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We Energiess is starting to falsify the reasons for power outage for trees along power lines on the south side of zedler in ****** wi.During a recent power outage they reported wind damage however the reason is they are not doing the tree trimming required by law across the entire ******* is impossible for one person to address because the entire neighborhood needs The resolution is to spend the 10s of thousands of dollars unfortunately required to trim the entire street.There are multiple power outages every year because of this ********** a consumer of this energy service I need the company to rectify this problem.

  

  Business Response

  Date: 05/19/2025

  We understand power outages can be frustrating and apologize for any inconvenience. In an effort to resolve these concerns, we have contacted the customer to clarify the specific area(s) in need of forestry work referenced in his inquiry. After further review with forestry and engineering staff, it has been determined there is currently a project for this area to place the lines underground in an effort to enhance service reliability. The project is currently in its design phase with an anticipated start date of June 2026 and a tentative completion date of December 2026. Forestry crews have visited the area in recent months and determined the trees in question are located on private property and most are outside our trimming clearance. Maintenance and/or removal of dying trees are the responsibility of the homeowner. By moving the service underground, we anticipate having less frequent power outages upon the arrival of inclement weather. 

  Customer Answer

  Date: 05/25/2025

  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 just walked the distance and there are 100+ trees within 10 feet. Next year is too long without a commitment to next year
  
  Regards,
  
  **** Daily

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11, 2025 request pay agreement requiring down payment of $866.00 no later than April 18, 2025. This email included the below payment arrangement summary clearly stating the first of the installment payments would be due on the June 2025 bill.April 17, 2025 Received email confirming pay agreement and RE-CONFIRMING the first of the installment payments would be due on the June 2025 bill.Thursday, May 8, 2025 May bill first installment payment of $112.21 added to May bill incorrectly Friday, May 9, 2025 called customer service at 7:46 pm CST spoke with **** **** advised and acknowledged the error and advised that the credit department would be able to assist. He noted they were not available but advised that I should call Monday (May 12) and that he would add notes to the account Monday, May 12, 2025 called the credit department at 7:32 am and spoke with Rocky Rocky not only did not address my concerns, he did not seem to understand the issue after multiple attempts expressing my issue. To protect my consumer rights, I repeatedly confirmed we were on a recorded line and asked him to confirm the following:1.That my pay agreement was valid 2.That the correspondence indicated the first payment installment is to begin June 2025 3.That an error was made by either WE-Energies staff or their automated system either/both of which should be honored I then requested to speak to a supervisor Monday, May 12, 2025 received a callback from a supervisor, ***, in the credit department *** confirmed 1.WE-Energies had no access to what the automated system sent (after I questioned the multiple emails I have received confirming the first due date for my installment payment)2.That the charges on the May 2025 would not be removed to honor the written agreement in his words the May bill could be paid as late as June 5, 2025 so it can include the June installmentI vehemently request correspondence and phone calls be reviewed

  

  Business Response

  Date: 05/12/2025

  This customer established a Deferred Payment Arrangement (***) with us online via our self-service channel on April 11th, 2025. The *** required the customer to pay a down payment of $866 by April 16th,2025 with the remaining balance to be divided into 18 monthly installments of $112.21 in addition to her current charges. The customer made the down payment on April 14th, 2025, which activated the ***. The customer was sent an email on April 17th, 2025 confirming the activation of the ***.Please note, the email indicates the month payment would be due, rather than the month the bill is issued. Historically, this customers bills are issued around the 7th of each month and has the potential for the due date to roll over to the beginning of the following month. The customers May Bill ********* was issued on May 7th, 2025 for the first installment of $112.21 plus the charges for the recent bill cycle. In order to keep the *** active, the customer will need to pay $482.88 by June 5th, ************************************************************ concerns, we would encourage her to contact us at ************** where Customer Consultants are available 24 hours/day, 7 days/week. 

  Customer Answer

  Date: 05/13/2025

  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.
  
  Per the document We Energies, themselves, uploaded to this claim, the bill was printed in May and due in May. Any error or oversight on their end should be honored per the agreement provided to me on two separate occasions. I have filed a formal claim with the ************************* who is currently looking into this on my behalf.
  
  Regards,
  
  *** ******

  

  Business Response

  Date: 05/13/2025

  It is standard practice for a Deferred Payment Arrangement to begin with the next bill statement once a down payment has been made. As previously stated, the months shown in the table provided by the customer is the month in which the installment is due. The customer has since filed a complaint with the ************************* of Wisconsin, who will ensure we are operating within regulatory guidelines. 

  Customer Answer

  Date: 05/13/2025

  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.
  
  For the final time - the payment applied to the May 2025 bill is due in MAY
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:05/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email stating I would be getting $30 applied to my bill. When I contacted customer service this month for it to be applied the person wouldn't.

  

  Business Response

  Date: 05/12/2025

  The customers ********************** service was disconnected due to non-payment on 09/05/2024. Upon payment being submitted and service restored,the customers account was assessed a $31 reconnection fee. We have reviewed the customers account and verified the fee was accurately and appropriately assessed,and will not be waived. The customers current balance is due by 05/12/2025.   

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I touched upon this in a review, but it needs to be a proper complaint. We Energies has a medical certification form to exempt power disconnection in the event of medical circumstance. They do not, however, make it easily accessible. The only way you can get it is through fax or snail mail. In my situation, I was having a life-threatening medical emergency. ***** mail would not have reached me in time. However, their attempts to fax the form to my doctor were failing. I requested multiple times for a reasonable alternative, and was repeatedly denied. A supervisor literally told me it wasnt their fault that the fax wasnt working. Well, cool, it wasnt my fault that they havent received the check I mailed them two weeks earlier, and yet I still had to deal with the problem.This is part of a systemic issue with this company. They have no compassion for their customers. The only time they care is when they make the evening news for a customer dying due to their ********************** being disconnected. And then its all, Oh, if only this person had contacted us! We wouldve helped them! What a load of crock. We are nothing but pay-pigs to them, and when one of us starts to struggle, we are left to the *********. That medical certification form should be available for quick and easy access during emergencies, since We Energies has clearly shown that they dont care to make an effort when the fax/mail options arent accessible. They should have the form available on their webpage for downloading, at the very least.

  

  Business Response

  Date: 05/12/2025

  The customers ********************** service was disconnected due to non-payment on 05/06/2025. Please note, we have not received payment from this customer since 08/05/2024. Additionally, the customer, who has received disconnection notices in the past, has never mentioned any medical need in the home prior to this instance. Notice of the impending disconnection was issued via multiple channels including her monthly billing statement and an outbound phone call.

  
  Upon service being disconnected, the customer informed us of her medical needs in the home. In order to verify the medical need, standard procedure is to fax a medical form to the customers doctor/physician to be completed with information surrounding the medical concern. According to our records we faxed this medical form to the customers general medical ******************** twice on 05/06/2025. The customer was made aware it would be helpful to issue the fax directly to a doctor/physicians office for expedited completion. The customer advised she did not have a specific doctor to send it to. We have since faxed the medical form to three additional numbers provided by the customer. To date, we have not received a completed medical form from the customers doctor/physician. We would encourage her to contact us at ************** to discuss reconnection and deferred payment arrangement options. 

  Customer Answer

  Date: 05/13/2025

  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.
  
  This response in no way addresses the concern I complained about. To reiterate, my complaint was that the medical certification form, which is needed in the event of an emergency, is not accessible when A) during an emergency, when there is no time to waste, a letter will not reach the recipient in time, and B) attempts to fax the form are not working.
  
  
  We Energys response to this corner was to first note that I owe them money - which I at no point disputed - and then to imply that my complaint is invalid on the grounds that the last time I had a disconnection, I didnt mention a medical need.  That is correct - because the last time I was disconnected, I wasnt HAVING a medical need. And even if I had been, I hadnt known about the medical form, so would not have referenced it.  So basically, their response to my valid concern regarding accessibility of necessary medical forms is, But MONEY! and Die mad about it.
  
  
  This goes right back to the additional observation regarding the lack of compassion that We Energies displays in customers seeking emergency assistance, particularly in regards to the medical exemption form. That is something that needs to be readily accessible when snail mail and faxing is not proving viable to be a viable solution. The fact that We Energys response didnt even address that accessibility concern indicates to me that they dont want to make that form accessible, likely because people who need it will try to use it. Cant have that, now, can we?
  
  
  At the end of the day, We Energies is a monopoly. We have no choice of who else to work with. They therefore have the utmost responsibility to be responsive to these urgent situations. This response, and the responses Ive seen them make to other customers who have filed complaints, shows that they do not take that responsibility seriously.
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 05/13/2025

  As previously stated, the medical form is readily available to be sent directly to a customers doctor/physician. The customer has been advised the process would be expedited with a specific fax number to the doctor responsible for her care. The customer has since filed a complaint with the ************************* of Wisconsin, who will ensure we are adhering to regulatory guidelines. 

  Customer Answer

  Date: 05/13/2025

  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 medical form is NOT readily available. As I have repeatedly told them, the faxes they were sending were not being received. My doctors were looking for them. They were waiting for them. The staff had been alerted to keep an eye out for them. The fax numbers the form was  sent to were numbers given to me directly from the doctors. These were not numbers that I pulled off a website somewhere. I was specifically told to provide those exact fax numbers to the utility so that they could be received at the correct location. So it doesnt matter what name was on the form, or how many times a form was sent, it was still not being received. I dont know how many times I have to say this: the complaint that Im trying to get resolved is that in the event that faxes arent being received and mail takes too long, there needs to be a reasonable alternative to get these forms to customers. Put the form on the ********************** website so that it can be downloaded so that people with emergencies can access it, or provide some other reasonable alternative.

  
  Regards,
  **** *****

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was living in ********** at the time. We had a condo, one of 16 at ****************************. We lived there for about six years. We energy provided gas to our unit as also to all the units. On October 21 2024 there was a large fire in the whole condo complex. All 16 units were declared as unlivable. All electric and all gas was turned off that day Since that day I have received several bills from We energy even though the meters have been turned off since October 21. I have called then and said no one is living in the building. So I would like to be reimbursed whatever they have charged me since the building was declared unlivable

  

  Business Response

  Date: 04/08/2025

  We have reviewed the scenario and determined the customers gas meter was locked the night the fire occurred. We have made the necessary billing adjustments and reached out to the customer via phone to advise the adjustments have been completed. The customer is encouraged to contact us to provide a mailing address for his refund check.