Complaints for CMS Energy Corporation in Jackson, MI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
2	Unanswered

7 complaints against CMS Energy Corporation

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3/10/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $87.31 Amount Settled: $0.00

Customer Complaint

2/15/2024

I fell on hard times losing my income. I was able to pay the majority of the bill's. Like a big portion a month. Leaving a small payment to pay each month. I am a hermit. Barely use lights. Everything in my apartment is unplugged. I don't use a lot of heat. I don't cook. I get meal's on wheel's. I payed $60.00 on the 2nd of february. And another $90.00 about a week ago. Got the bill down to $8.00 and i get hit with a $80.00 bill. I did cuss them out in a survey they sent me. And i apologized in an e mail. Because i felt bad about cussing them out. This is not how i operate. With my utilities. I have been here 7 year's in july. I just don't understand. Why it's so high? Resolution Sought I would like for them to knock $15-$20 off my bill. Being that they told me that it is accurate. Michigan has had a very mild winter. And i don't really do heat. Unless it's a blizzard outside. I keep my bedroom window open at all times. I am 60 year's old. I keep my heat at 65-68 degrees. When i feel like i need it.

Company Response

2/26/2024

Company states: Customer cussed the company out in a survey, but apologized and made a $90 payment. Company is wrongfully billing her for service. Uses very little electric and the company changes her a lot. Customer has an electric heater but quit using it about a week ago. Customer states that her electric heater does not use much service. Customer has window open in the winter in her bedroom as she does not like heat, so she is not using gas, but does not want it shut off as she uses occasionally. Has been at the location for 8 years so knows the bills are incorrect. Wants meters tested for accuracy. Concerns to be addressed: *Address high bill - consumption history comparison *Payment History *Actual Reads *Address meter test *Payment plan/assistance options, if needed. (We provided BCA with copies of contact dates with the customer and usage dates.) I spoke with her about her concerns. We first spoke of her gas usage and I told her when I reviewed the account I found that her gas usage on the last billing cycle was lower than the previous year for the sam timeframe. she didn't' seem to have any concerns with her gas usage. We then spoke of her electric usage and I told her I found her electric was a little higher than what she used last year for the same timeframe. We talked about her using an electric space heater and I explained that a space heater will add to her usage. She told me that she didn't run it every day and I told her that even using it sporadically would add to her usage. She still felt the usage was too high so I offered to have the meter tested. I have scheduled that for Thu. 2/15/24 from 9-12 and she is to witness the test. The customer is aware I will also follow up with her after the meter test. All meter reads have been actual. On 2/15/24 meter tested at 100% accurate. Customer isn't interested in an a payment arrangement at this time. The customer inquiry was closed as of 2/15/24.

Customer Rebuttal

2/27/2024

What debbie told you is the opposite of what she told me. She said i used more gas this year from last year. And that i used more electric this year. Opposed to last year. She only had the electric meter checked. And not the gas. I was confused. The lights was 100 accurate. So when i asked debbie to send someone to check the gas. She told me if she did that. They would have to install a whole new meter. I was even more confused. I didn't ask any questions. Because i was just done after that. All i know is i have never heard anything like that ever in my life. Have to install a new meter just because the customers might want a gas meter check. I just let it go. I am a fighter. But those were boundaries that i couldn't cross. I don't understand any of this. I did get on the budget plan. Thank you. For your time and patience.

10/10/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $4,151.57 Amount Settled: $0.00

Customer Complaint

9/21/2022

We just moved into our home in April I was in the hospital during the time. I had COVID then I had a stroke . My son called to get consumer turned on in his name. At the time they didn't say he was too young to have service turned on. So they put it in my name and added a bill from a previous addresses on to it. They also added a bill that was in my other sons name. Saying that it was in my name when clearly it wasn't. When I get out the hospital it was a stack of bills from two other addresses. Then finally a bill for my current address. I was threatened to have the service turned off. Saying that the fraud department added them. When I asked to speak to someone in that department they just switched me over and didn't give me the number to call. The person didn't answer and they didn't call me back. Now my service is off. I don't see how they expect me to pay that much money to keep service on when I just got out the hospital. It's sad that they the only company we have in Saginaw. I'm sure if it was another company they wouldn't have much business. These new electric monitors they have got people consumers bill sky high we can't do nothing about it. Resolution Sought Turn the service on in my son's name like he requested. He is of age now. They can set up a payment plan with me to take care of the bills in my name.

Company Response

9/28/2022

Company states; RELEVANT BACKGROUND INFORMATION - Our Fraud department spoke with Ms. Earls at approximately 1:30 PM today, 09/20/2022, and advised her of her responsibility as leaseholder at the addresses in question. Payment arrangements were offered to restore service with a lower payment. Customer advised that she will seek assistance. CUSTOMER CONTACT SUMMARY 09/20/2022 | 3:07 PM - I contacted Ms. Earls on 09/20/2022 to discuss the billing concerns she submitted to the Better Business Bureau ("BBB") and reached her voicemail. I left a message with my contact information and verified that she was able to speak to our Fraud department today regarding her concerns and what we can do to restore service for a lower amount. I asked that she call me when she's available to confirm she does not need further assistance. We are willing to work with Ms. Earls on amount needed for reconnect # offered SPP and installment plan and she is also still seeking assistance. She is aware that she can contact us to set up arrangements if needed. Customer concerns have been addressed. Complaint closed 09/23/2022 Melissa Soltis CONSUMERS ENERGY Executive Customer Assistance Center

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