Complaints

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:01/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My Minnesota energy (natural gas) bill was due 12/22/24. As usual I wrote the check for my bill and sent it in the mail 2 weeks in advance. As the days went by, the check hadnt cleared. On 12/19/24, I became concerned the check had been lost by the **** and I created an online minnesota energy account and paid my bill that way. I also did a stop payment on the original check to avoid duplicate payment. On 12/24/24 , the stop pay check attempted to clear, and was rejected by my bank, as it should be. today (1/7/25) I received notice from Minnesota Energy that I was being charged a fee for the returned payment, and that my next bill would include this amount. When I called and spoke to a representative from ****, instead of apologizing for the oversight, they instead blamed me, and refused to reverse the *** charge. I was told by the representative that the check "could have been sitting in their processing office for a number of days", and she didnt seem to understand why I did a stop payment. I think its incredibly deceptive business practice to sit on a check until past the due date when it is in your possession, and then to charge the customer a late fee/*** fee as a result. I am a banker, and this is not the first time ive seen this scenario play out. Im well aware that companies dont like to process paper checks in this day and age, but if they are still accepting them, then it is their obligation to process checks in a timely fashion to avoid issues like this. I dont want a late payment remark on my account, and I feel its entirely unfair that I am being charged a fee. ****** *****

  

  Business Response

  Date: 01/16/2025

  Hi ******, 

  I'm following up regarding the complaint submitted surrounding your concern for a late payment posting and non-sufficient funds notice. We apologize for your recent experience with our company and appreciate your valuable feedback.

  We recently changed our remittance address for our payment center which caused some payment delays, due to the forwarding time for the November and December payments. This is our updated address for ************************************************************************************. The non-sufficient funds fee is applied automatically by our system for both return and stop payments. We did waive the $15 nsf fee on 1/7 due to the payment delay issues.

  We apologize for any confusion and frustrations this issue may have caused.

  If you have additional questions or concerns, please contact our Support Team at *************** and we would be happy to assist.

  ***** *. 

  Minnesota Energy Resources

   

  Customer Answer

  Date: 01/16/2025

   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.

• Initial Complaint

  Date:04/22/2024

  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.

  Date of issue: 04/19/24 Called MN Energy Resources two weeks ago, and they told me to call back about start a service as they needed my passport number. Called back today, to see what was needed. Customer ********************** agent was very rude and told me I would have to email, mail or FAX my SSN, and Canadian passport, birth certificate or license. I asked why I would have to provide copies of these and they claimed it was to ensure that there was no fraudulent activity (aka identity theft). I told the rep that per the privacy section of their website, I didnt have to provide a SSN and they cannot deny me service. She told me they wouldnt as there was no identity verification. She couldnt confirm if my Canadian IDs would work and said only use US identification. I continued to tell her that Im sure she understood my hesitation when she told me to email them to ********************************************************************** and she danced around it and told me to send it anyway. From there, when we were getting nowhere, I asked to speak to someone in the application department and she said they have no phone number. Asked for a manager to be transferred to, and she told me she had no one to do so. So, I hung up and reached out to their ******** page. ********** replied and tried to tell me the same things and we eventually got to the ability to get a supervisor to call me back. We will see if that happens. Incredibly frustrating as this is a start of service and starting on the wrong foot. Ive worked with both centerpoint energy and Xcel energy and never had to do any of this. Disappointing that they cannot provide me reasoning as to why they needed copies of these identification pieces but also that they couldnt tell me if they would be deleted and removed/shredded upon verified. Considering moving areas due to this frustration of starting a service as this is ridiculous.

  

  Business Response

  Date: 04/23/2024

  The Fair and Accurate Credit Transaction Act (FACTA), Federal Act 134, required utilities to validate the identity of new customers.  The Company may use reasonable means to verify the identity of its customers.
  If an applicant is required to verify their identity, they have 14 calendar days from the date of the application to provide their documentation and resolve other conditions for service which they were advised when they applied.  After 14 calendar days, the application will be cancelled. We are waiting for the consumer to email her verification items for review. All recorded calls are in the process of being reviewed, Minnesota Energy Resources strives for a positive customer experience when a call is placed to the care center. 

  Minnesota Energy Resources

  Customer Answer

  Date: 04/25/2024

   I am rejecting this response because:
  At the time you responded to this complaint. I had spoken to three supervisors- all of which were incompetent. Not being from the **, no one I spoke to knew if I could use a ******************* issued identification card. To which, I told them per your list of documents that are usable- it should be fine. They were submitted prior to your complaint response. This is well before the 14 calendar days and it isnt secure for a company employee to demand a new customer to EMAIL a copy of their social security card, for proof when they couldnt confirm it would be dismissed and deleted upon verification. The employee told me that she couldnt confirm this and told me I was crazy for thinking the worst of the potential of my identity being stolen based on copy. 
  Strives for great service isnt good enough if they are discriminatory against those not from the US

  
  

  

  Business Response

  Date: 04/29/2024

  Dear ******, 

  For privacy reasons, Minnesota Energy Resources does not discuss or provide specific information regarding customers in this format,however, as stated on our website, we do have a privacy policy notifying customers that Minnesota Energy Resources does collect certain customer information necessary for regulated utility purposes. 

  *****, Corporate Office

  Minnesota Energy Resources

  
  
  

• Initial Complaint

  Date:03/15/2024

  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 have been dealing with this issue for the last four or five days. I have already logged five hours on the phone regarding this issue. It is worth mentioning that this exact same situation happened to me three years ago, and I just financially recovered over last summer. There is some sort of mixup in their system. They show my property as vacant with the gas meter locked. However, I have lived in my house for 20 years and have had heat all winter. I received a postcard indicating usage on my account while their system shows vacant property. Scheduled a tech visit this morning to verify/turn on. Never received a call back from technicians or supervisors. No email correspondence, voicemails, or text. I have called and left several messages at their customer ********************** line and every representative I speak with says my account is assigned to a specific person and I need to speak with them. This will be the third request to speak to whomever the specific person is. They readily admit their fault, and I believe our sincerely apologetic. However, still no action has been taken. In fact were going backwards. It is now 34 outside as I text this message and I have no heat. The current temperature in my home is 56. I have a family and children and pets, not to mention, I have a zero balance. No one at this company can, or has even made an attempt to explain what is happening. I have since reached out to the Minnesota attorney Genral regarding this issue also. To really summarize it I have had heat all winter. They dont believe me. They send technician out to verify I have heat. They verify zero balance and request technician for turn on. Technician came, seen the gas was on and actually shut it off. They have absolutely no idea what is happening with my account right now and unfortunately, my family is suffering. I would not have went to these lengths had not played out exactly the same for me three years ago. Somewhere along the lines, the ball has been dropped.

  

  Business Response

  Date: 03/19/2024

  Service at *********************************************** was turned off and the meter locked in June of 2023. Gas service was not restored by Minnesota Energy Resources, yet the meter was unlocked and gas flowing for an extended period of time. When this was discovered, the gas meter removed from the property.

  The Minnesota Tariff allows Minnesota Energy Resources to remove the meter without warning in cases of theft/diversion. Section 9. 10.

  10. Disconnection Without Notice: Without notice a utility may disconnect service to any customer for any reason stated below:
  A. in the event of an unauthorized use of or tampering with the utilitys equipment; or
  B. in the event of a condition determined to be hazardous to the customer, to other customers of the utility, to the utilitys equipment, or to the public.

  Gas service will be restored on 3/19/24. 

  Minnesota Energy Resources

  Customer Answer

  Date: 03/19/2024

  I am rejecting this response for many reasons. Mostly because there was not a timely resolution and all of my complaints are still valid.

  

  Business Response

  Date: 03/22/2024

  I have reached out to Mr. **** via email and provided my direct contact information.

  ***** | Minnesota Energy Resources

   

• Initial Complaint

  Date:03/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My bill was $48.29. They charged me $188.29. I had got energy assistance for $140 prior to this bill being pulled on automatic payments. I called got hung up on after 50 minutes called again and was told they can't do anything. They took money out of my account they were not owed. I feel like I was stole from. They refuse to do anything.

  

  Business Response

  Date: 04/17/2023

  Our system had pulled the payment prior to the Energy Assistance crediting the account. They happened on the same day. This customer was issued a refund of $140 on 4/3/23.

  Customer Answer

  Date: 04/17/2023

   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.

• Initial Complaint

  Date:02/06/2023

  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 sold a property in Minnesota in May of 2021. At that time I sent in the final MN energy bill along with a note indicating I no longer own the property. The new owner should have also called to change the billing into their name as she now owns the property. I had previously had tenants on the property so had set it up with MN energy that if a bill was not paid I would be responsible for it. Once I sold the property and notified them my understanding is that they indicated I would no longer be responsible for that property, I no longer own it. I received no notification when someone new opened an account for that address and therefore moved on. In October fo 2022, I recived a bill and thought it was a mistake, the account number was not the same as previous and, again, I do not own the property. I recived a bill again this month for over 500$. I called to indicate that I am not the property owner, they can look at records , they were clearly notified somsone else lives there. I was told that I am still listed as the landlord. I do not understand how I can be a landlord of a property I do not own, and even if I was, they never notified me anyone set up an account at that address for me to verify back in 2021. I sent an email in late December indicating, once again, I am not the landlord and to close the account, but they continued to bill me. I called this weekend and had issues getting a supervisor request in. I have since emailed them closing documents and asked what else they need to remove this **** from my name. I am also concerned they have me listed as a landlord and did not notify me of a new setup at that address, could this have happened previously without me knowing? There are also multiple account numbers in my name, it is quite confusing and clearly, they are incapable of keeping track. The account I paid in full in May of 2021 #**********-00002 The account as of January 2023 #**********-00003

  

  Business Response

  Date: 02/09/2023

  The charges have been removed from ******************** account and her balance is zero.

• Initial Complaint

  Date:06/17/2022

  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 had service at property ******************************************************** and had the Service Choice package and had 3 service calls for 3 different gas leaks that were to be covered under program. After one call the next day still smelled gas so my life and property were at risk and they returned. I sold house in October 2021. In my **** for current address of ******************************************************** account number ****************, they had transferred charges from the ************** house which is different account number, and charged full ********************** call amounts because they said I didn't have the plan for 1 year. I'm 68 on social security and can't afford to pay those full charge amounts. My gas has been turned off this week. I found another BBB complaint similar and the company removed some charges and put on another account so gas wouldn't be turned off on current account.

  

  Business Response

  Date: 06/27/2022

  We have attempted to contact ******************, via both email and phone and have been unsuccessful in reaching her. Our ServiceChoice manager is willing to work with her on the charges, but will need her to contact us to discuss them.