ComplaintsforConstellation NewEnergy, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed up for constellation energy on April 28th. They promised a $75.00 rewards card. Several phone calls, many emails, and still no resolution. They do not respond, nor send me $75.00. No customer service or support!

  Business response

  07/03/2024

  Customer enrolled into a 12mo electricity plan via Web under offer code: ********. Rate selected is a 10.29¢/kWh for 12mo. Promo did not include an incentive however Constellation was offering a different 10.29¢/kWh for 12mo. with a $75 incentive. The request was honored.
  On April 7, 2024, customer submitted a request for contact via Constellation website. On April 11, 2024, Constellation attempted to contact customer however the phone number provided had a block preventing Constellation from connecting with the customer. There was not an option to leave a voicemail.
  On June 20, 2024, customer contacted Constellation via email and stated the following:
  On hold too long
  Recorded message for you
  You owe me $75.00 welcome gift
  Have not received it.
  No satisfaction calling you
  Or
  Emailing you
  Please answer or call
  And send my $75.00
  On 6.21.24, Constellation responded to customer’s email and advised the customer that our records indicated that the incentive was sent via email on 6.22.24. The customer was told that the email contains a link for redeeming the incentive and expires 90 days from the issue date. A reminder to check spam/junk email folder was also included in communication.
  On June 29, 2024, customer submitted a CSAT survey indicating that they have not received their incentive.  
  Constellation attempted to contact customer via phone on several occasions and was not able to connect due to the block issued on customer’s phone. Several emails were sent as an alternative communication with no response.
  
  Resolution: Customer claimed $75.00 incentive in the form of a Physical MasterCard on 7/3/2024 at 09:58 AM.
  
  Incentive History:
  06/22/2024 10:11 AM
  Order Created
  06/22/2024 10:11 AM
  Order Processing
  06/22/2024 11:00 AM
  Order Processed
  06/22/2024 11:01 AM
  Reward Sent
  07/02/2024 07:26 PM
  Reward Email Resent
  07/02/2024 08:54 PM
  Reward Email Viewed
  07/02/2024 08:55 PM
  Reward Email Viewed
  07/02/2024 08:56 PM
  Reward Email Viewed
  07/02/2024 09:31 PM
  Reward Email Viewed
  07/02/2024 09:31 PM
  Reward Email Viewed
  07/02/2024 09:32 PM
  Reward Email Viewed
  07/03/2024 09:48 AM
  Reward Email Viewed
  07/03/2024 09:49 AM
  Reward Email Link Clicked
  07/03/2024 09:52 AM
  Reward Claimed - Physical Mastercard® Reward (USD) - 6-Month
  07/03/2024 09:58 AM
  Reward Email Viewed

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business keeps harassing me for unpaid bills. ALL MY BILLS HAV BEEN PAID, ONE WAS LATE BECAUSE I WAS UNDER MEDICAL CARE.

  Business response

  06/19/2024

  Constellation’s records indicate that your account has a balance due in the amount of $177.34, of which, $44.94 is outstanding.   
  

  On May 14, 2024, the account was invoiced in the amount of $44.94 for the service period May 12, 2024, to May 13, 2024, due by May 31, 2024.  Constellation’s records do not indicate that a payment for that amount has been received. (Invoice available for review upon request)

  On June 13, 2024, the account was invoiced in the amount of $177.34 for the service period May 13, 2024, to June 12, 2024, due by July 1, 2024.  The amount due includes an unpaid balance in the amount of $44.94 and total new charges in the amount of $132.40. (Invoice available for review upon request)

  Constellation hopes this information brings clarity to your concerns. If you have any additional questions or need further assistance, please feel free to contact our customer support team. We are here to help and ensure your satisfaction.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently canceled my account with Constellation Energy. Account *********  They sent me Three separate bills for payment for the last period (March) to settle account. They continue to send bills for this closed account. I am now with *** for three Months They just sent me another Bill for $84.63

  Business response

  06/04/2024

  - On March 23, 2024, Mr. *******’s account was invoiced for the service period February 22, 2024 – March 22, 2024, in the amount of $186.66 due on or before April 9, 2024.

  - On March 28, 2024, Constellation received and accepted an inbound drop transaction with a service end date of April 1, 2024, for Mr. *******’s account.

  - On the same day, Constellation billed an early termination fee (ETF) in the amount of $99.00 in accordance with Mr. *******’s Agreement, which was not scheduled to end until December 7, 2024. An invoice was issued in the amount of $285.66 due on or before April 15, 2024.  This invoice includes an unpaid balance in the amount of $186.66 and total new charges in the amount of $99.00.

  - On April 1, 2024, the account dropped due to a switch.

  - On April 2, 2024, the account was invoiced for final usage for the service period March 22, 2024 – April 1, 2024, in the amount of $340.29 due on or before April 19, 2024.  This invoice includes an unpaid balance in the amount of $285.66 and total new charges in the amount of $54.63. 
  

  To date, Mr. *******’s account is closed with a remaining balance due in the amount of $84.63.
  
  Constellation’s hopes this information helps and appreciates the opportunity to address Mr. *******’s concerns.     

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Almost a year ago Constellation disconnected my service in the above 100 degree Texas heat leaving my kids and I without power. I was behind on my payments due to Covid but was in the process of getting assistance for my electricity bill. Constellation was aware and advised they wouldn’t disconnect my service. However they did anyway leaving us in the heat. My over $4,000 payment was received by Constellation and I requested it be returned so the com could send it to my current company as the money was not for Constellation as they disconnected my service and they weren’t entitled to any of it because I had paid the full balance of my bill out of my own pocket. They advised they were return the money and didn’t. After making multiple calls to the company and being lied to saying they returned the funds and they even gave me dates of when the funds were allegedly returned, obviously the money wasn’t returned. I ended up having to get the company who sent them the money to contact them and they were able to finally get the funds back almost 6 months later. I was able to find a company the same day to turn on my electricity so thankfully we weren’t without power for more than 15 minutes. However I requested Constellation to not contact me ever again due to the treatment and horrible service. I was shocked and applaud to see an email from Constellation today saying how wonderful of a past customer I was and they want me to come back and they would give me a discount off service. I would like for Constellation to remove me from every system they have. I will never in life use that company again. If they were the only company left I would take my changes without electricity seeing as though they will turn you off at any time even after saying they won’t. I want them to lose all forms of contact and not to ever contact me again. I would be great not to be reminded of my horrible experience with you company. So please lose all of my contact information. I’m feeling harassed

  Business response

  05/10/2024

  Constellation’s records do not match the claims as reported by Mrs. ******. Our records indicate that Mrs. ******’ Agreement with Constellation was terminated pursuant to Section 12 of her contract's Terms of Service:
  
  12. Remedies upon Default:
  If Customer defaults then, in addition to any rights and/or remedies available to Constellation in this Agreement, in law or in equity, Constellation may unilaterally terminate this Agreement and issue a "move out" transaction, and Customer shall be subject to and responsible for payment of any applicable Early Termination Fee. Thereafter, Constellation may calculate all amounts due under this Agreement and Customer shall pay those amounts within five (5) calendar days from the date of invoice. Customer shall be liable for payment of all fees related to and/or arising out of Customer's default, including without limitation, attorneys’ fees, court costs, collection fees, and demands for payment. If Customer defaults, then Customer may be required to reapply for electric service and pay a deposit in order to again become a customer.
  
  A notice regarding the termination of the account was issued on April 11, 2023.  (Notice attached) The account closed as of May 22, 2023.  Constellation confirms that an energy assistance payment was received on behalf of Mrs. ****** On June 19, 2023.  At the request of Mrs. ******, on August 16, 2023, the payment was refunded back to the energy assistance agency.  Additionally, the refundable deposit Mrs. ****** paid to start service with Constellation was applied to the remaining outstanding account balance, leaving a credit in the amount of $221.22, which was also refunded to Mrs. ******.  To date, the account is closed with a zero balance.
  
  Constellation recently launched a campaign inviting former residential customers to come back to us and receive a 10% discount off our current standard rates. Prior to the launch of this campaign, Mrs. ****** did not express that she wished to be placed on Constellation’s internal do not contact list.  As such, an email was sent to her. 
  
  At Mrs. ******’ request, Constellation has placed her on its internal do not contact list.

  Constellation apologizes for the inconvenience this matter has caused and appreciates the opportunity to address Mrs. ******’ concerns. 

  Customer response

  05/19/2024

  Unfortunately there has been storms and I have been out of power so I was unable o respond to your message until today. I don’t totally agree with the companies response considering I made multiple attempts to get them to return the over $4,000. It took multiple runaround attempts, multiple customer service calls, multiple management calls, multiple misinformation being provided before the company who submitted the funds had to call and finally get the money returned. They didn’t just return the money on the first attempt as they are trying to advise. That is neither here nor there. At the end of the day I’m 100% runs with there response to add me to a list where there is no further communication. I did respond to an email from them requesting not to receive further emails from them so the statement about me not being placed on a list seems to be an internal company issue and no fault of myself. As long as they don’t contact me ever again I’m fine with the response. However if I get contacted again I will reach back out and file additional complaints. Thanks

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am continuing to receive unwan*** advertisements from your company despite multiple requests for it to stop over the past couple years. I demand that the business put my address on their "do not mail" list and that it stays there permanently

  Business response

  04/01/2024

  At the request of Mr. ********, Constellation has added his address, phone number and email address to its internal do not contact list. 

  Customer response

  04/01/2024

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Constellation website has Dallas County listed as a resource for financial assistance. However, according to Dallas County they no longer have a contract with constellation because constellation broke the contract agreement. They said they haven’t help constellation customers in over 4 years with payments because of this. I entered into a payment plan with constellation, under the impression they were working with Dallas County for assistance with electric bill payments. Now I’m finding out that they are NOT working with constellation and I can’t transfer service to get financial help with Dallas County, until the amount is paid off. I’ve reached out to all the other resources listed in your website and I can’t get help with any of them as well. I’m extremely frustrated that constellation has misleading and incorrect information on their website.

  Business response

  03/28/2024

  Constellation has reached out to the ****** ****** ********** ** ****** and Human Service to request our vendor agreement be reinstated so that our customers are able to utilize their assistance program if and when needed.  Constellation did reach out to Ms. C***** to inform her that we are working with the ****** ****** ********** ** ******, and we are currently awaiting their response. Ms. C***** will be contacted once we have received confirmation that our vendor agreement has been reinstated. 

  Customer response

  03/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: It’s been a little over a week and there has been nothing resolved in the matter to help with the financial assistance agreement.
  I still owe the amount due in the next couple of days and there hasn’t been any progress made or updates given.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After a 2 year contract with Constellation, that expires 3/1/24, I am switching my service effective 3/1/24 to another provider. I was contacted saying I will be charged a $150 cancellation fee, and to mail $150 to Constellation. If my contract expires on 3/1/24 and I am starting new service on 3/1/24, there should be no cancellation fee, as nothing is terminated early. Please fix this mistake. Thank you

  Business response

  02/20/2024

  Constellation confirms that Mr. *******’s electricity supply Agreement is scheduled to end on March 1, 2024, and his request to cancel has been received, effective as of the same date. Upon receipt of his request to cancel, received on February 16, 2024, a notice was emailed to Mr. ******* to confirm his intent to cancel. The notice does provide that an early termination fee (ETF) may be charged since the Agreement is not scheduled to expire until March 1, 2024.  Mr. ******* may disregard the ETF disclaimer, as he is not canceling prior to the expiration date of his Agreement.  The ETF of $150.00 will not be billed and he does not need to submit payment for that amount. 
  
  Constellation apologizes for the confusion this matter has caused and appreciates the opportunity to address Mr. *******’s concerns.      

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Constellation NewEnergy i have lived same address more 15 years never have i recieved electricity bill 2 months totaled over 800 dollars 15 years never over 200 - 250a month i thought my power come from ****** . i never signed up for this scam what a racket this was done to over half our community alot people are without power due to rediculous bill they send out cant pay it there should be legal action taken dont seem rite raise bill so high cant afford pay it they are ripping people off with this scam i use same power 15 years never my bill been 600 a month till last 2 billing cycles check my monthly bill for last 15 years 100 to 200 dollars now my bill 600 to 800 this has to be illegal to do communities this way fraud scam call it what you will i am being ripped off i never got the memo or rules of game play on this scam whoever took me off ****** are stealing from me now i cant afford another bill from them they are nuts and im not only one being robbed by them

  Business response

  02/06/2024

  Constellation’s records indicate Ms. ****** lives in an area where her community has an active government aggregation program. Constellation’s records also indicate Ms. ******’s enrollment was to be completed pursuant to her community’s government aggregation program. Constellation did send notice to Ms. ****** in advance of enrolling her account. (Sample Notice attached) The notice informed Ms. ****** of the aggregation program and the steps to take if she did not wish to participate.
  
  Our records indicate Ms. ****** did not take the necessary steps to inform Constellation that she
  did not wish to participate in her community’s government aggregation program, as we do not have any record of her communication via opt-opt prior to enrollment. Ms. ******’s electricity supply service switched to Constellation on February 8, 2023.
  
  Therefore, although Ms. ****** is correct that she did not agree to becoming a Constellation customer, her account, and electricity supply service were validly enrolled pursuant to her community’s government aggregation program.
  
  Constellation depends on the meter readings submitted by the local utility for the billing of Ms. ******’s account.  The employees of Constellation have no interaction with any of the utilities equipment or facilities and are not able to make any changes to the billed electricity supply usage without adjustments from the utility.  A review of Ms. ******’s account confirms she has been billed in accordance with the usage as submitted by the local utility. 

  Constellation appreciates the opportunity to address Ms. ******’s concerns.     

  Customer response

  02/07/2024

  i never seen this municipal aggregation program paper. until now the contract i was put on seems to me sketchy it expires this month but my last 2 bills before it expired is how i noticed it that something is not rite highest bills i ever seen here and im not the only one to notice this. if there final bill is as rediculous as last 2 i will be without power unable to pay it. not alot plain ole me will be able to do about it. all i know is my bill should not even been close to what they said i used unless they just overcharging me at end said contract. seems like corruption to me some one got a kickback off high bill i paid. just my 2 cents because that is about all i got left  after paying their jacked up bill. i know very little about politics. but this is something i never voted for. proudness of were i live just dropped to about a 3 way to look out for everyone said no one ever. some 1 somewere knew this was gonna happen and just let it roll.sorry  for bringing this mess to you i have no were to vent this to. i have read some social media reviews on constellation seems im not only one caught up in this scandalous billing procedure.am i satisfied with resolution i dought it another bill like they sent i be homeless because of this electric bill thanks for your quick response. god bless ty

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transferred service from old address to new address in Dec 2023. Today (1/26/24)I logged in to make a payment online for the current account, instead no new account information was online and i made the payment online. I noticed that that address was not changed online and was unaware that that was to be done by customers. This was never discussed when services were transferred - just that I would receive a final bill from my old address with 90 days to resolve. Once I noticed the payment was for the old address, i called customer service to address it. The 1st of 3 representatives created a case and escalated my request to have funds transferred to the current/correct account/ After disputing the reason why my account information is not current online, thats when i found out that customers are supposed to do that on their own which was never discussed. I recommended that they go back and listen to the calls as I was not made aware. I requested to speak to a supervisor, she then left me on hold several times then came back to say a supervisor wasn't available. I insisted again and finally my request was honored. The supervisor then went on to say something totally different from the rep, saying that my case will be denied since there was balance on the previous account - of course there is and the final bill has not been received and is inline with their 90-day payment window that i was told about when I transferred services to my new address. This supervisor went on to tell me that the final bill was generated on Dec. 11, I questioned that because services were not disconnected until that same day and no one had come to read the meter on that day. The story then changed, to now say that my final bill was generated and sent to my old address on ******** **** **** on Jan 11. Why when you have my current address? The company dropped the ball on updating my account information and I would like my payments appropriated to the current account on *** ******* ***

  Business response

  01/30/2024

  Constellation reached out to Ms. ******* to discuss her concerns and offer resolution. Mrs. ******* confirms that her concerns have been brought to a satisfactory resolution. Constellation apologizes for the inconvenience this matter has caused and appreciates the opportunity to work with Mrs. *******.   

  Customer response

  02/04/2024

  Received a return call from the company's upper management offering apologies. Member of upper management went over the same billing information that was already known and noted in my complaint. They advised that there may be some training opportunities needed regarding updating addresses, procedures, and customer service while insuring customers have full details. She agreed to pull the calls to review. End result - my payment was credited as requested and termination fees noted to be waived as I will seek other service providers. I will no longer do business with Constellation.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/26/23 I contacted Constellation customer service to renew my energy plan in order to avoid the variable rate. The customer service completed the renewal. On 01/23/24 my electricity bill came with the amount of $486, I was surprised with the high bill and contacted the customer service. I found out that my renewal wasn't activated by mistake and my account fall on variable rate which caused my high bill. They adjusted the bill down to $361 by applying the loyalty gift but didn't make the full adjustment. I'm a long time customer and I'm frustrated on how the customer handle this issue. They admitted their mistake but no accountability and I'm the one paying for their mistake. I'm very disappointed and will be moving to a different energy provider soon.

  Business response

  01/30/2024

  Constellation’s records indicate that Mr. ********s plan was scheduled to end on December 19, 2023, and a renewal notice was issued on November 7, 2023, as a reminder and to offer current plans available for renewal.  Our records also indicate that Mr. ******* did not complete a renewal on or before December 19, 2023, and as a result, his account continued on a month-to-month variable rate plan as provided in the renewal notice. Constellation confirms that Mr. ******* did complete a renewal on December 26, 2023. A 36-month plan with an Average Price of 13.9 cents per kWh based on 1,000 kWh was the plan of choice.  The plan did not take effect as of Mr. ********s next meter read cycle and for this apologized. To bring Mr. ********s concerns to a satisfactory resolution, a Loyalty Credit in the amount of $124.95 was applied to his account.  This credit stems from the difference between the month-to-month variable rate that was billed (Average Price -18.9 cents per kWh) and the rate Mr. ******* selected at the time of renewal (Average Price - 13.9 cents per kWh). The credit applied to Mr. ********s account reflects the full adjustment for the service period in question, December 20, 2023, to January 22, 2024, and no additional credits are warranted. Constellation apologizes for the inconvenience this matter has caused and appreciates the opportunity to address Mr. ********s concerns.

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was still charged with full payment and no adjustment was made with my bill. The $124 adjustment was for the customer loyalty and not for the variable rate that was not activated when I renewed my service with a new rate. Your customer service made a mistake and I am the one who paid for it. Please make the variable rate adjustment and I know there's a way for you to do it. If not then I'll take the action to put this very bad experience with your customer service all over the Internet so that everyone will know how you treat a long time and loyal customer.
  
  Sincerely,
  
  *** *******

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