ComplaintsforAlliant Energy Corporation

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Alliant Energy purposely is overcharging me $100 on my bill. So, a few months ago I set up an arrangement where I pay my current bill plus $100 each month towards my back bill. In March, I had a bit of difficulty making the payment, so I asked for an extension. They said no, that once a special arrangement is set, they ant be changed unless they "broke" it and I paid 25%. Well, I couldn't do that, so we agreed to leave it alone. A few hours later, I paid the $350 and had a $0 balance for the bill I receive in April. I got the bill, and the electric was $268.31 and gas $96.17 which equals $364.48. Plus the $100 extra each month equals $464.48. I had a $5 credit on the account bringing it down to $359.48. I paid a total of $9.48 to bring it to a total of $450.00 then I get another bill today for an additional $100. I called AE and spoke with a very untrained man named ***** who kept saying the extra $100 was the monthly extra I pay, and when I tried to explain that it was already added to my bill, he continued to speak to me like I'm ignorant and cant add. So I asked for a supervisor, I got ******. She at first tried to say the same thing until I literally had to start yelling and being very aggressive on the call. Then, she decided to do her job and add up the bill. And after speaking to billing, they realized their error and took the $100 off. This is a HUGE inconvenience and unacceptable. I never should have been put through the stress and trauma of being billed an extra $100 I don't technically owe right now. AE needs to take responsibility for this s**** up, and atleast credit me a small amount on my bill for the inconvenience. I demand a phone call from a senior supervisor or manager. NOT A REP and ***** needs to be retrained on his bedside manner.

  Business response

  04/24/2024

  Alliant Energy has received the Better Business Bureau communication regarding the customer's concerns regarding her bill. This was escalated to our billing department for immediate action and follow up with the customer. 

  Customer response

  04/24/2024

  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.
  
  [Please type your response here.] I have received nothing except "We will fix it" this kind of stress and mistake is not ok. I expect a call from management and some sort of credit to my account for all my inconvenience. A big mistake like this is not ok. 
  
  Regards,
  
  *************************

  Business response

  05/10/2024

  This customer was enrolled in a payment arrangement on her account in February. She requested that the due date be changed in April. It can take several billing cycles for this change to take effect. When our billing department made the requested changes, a step was missed causing an additional bill to be issued to the customer for just the payment arrangement amount. A supervisor identified the situation after the customer called our *********************** and the issue was corrected. The customer was not billed an additional $100.00. We could not credit her account for $100 because we are required to bill customers for the service they have used per Wisconsin ************************* regulations. Another supervisor called the customer on May 9, 2024 and apologized for the inconvenience and any poor customer service she experienced.  The supervisor waived the late fees that were billed in March and April as a good faith gesture.

   

  Thank you,

  ******

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/23/24, my contractor, *********************** filed an application for service to be done at my new residence in ************. Alliant Energy is the electrical and gas provider. This is a new modular home placed 2/17/24. He did have communication with one of the field officers, **********, I believe in March. I made calls to Alliant myself to see when they would be hooking my services up. Three different representatives had the same answer, stating they could not find any work order for my residence., but that they would put it in that day. I believe the end of March ********** called me stating they should be there in two weeks. Never happened. I emailed her, and I received a email stating service was scheduled 4/18/24. Considering how long I had already been waiting, I felt that was not acceptable. Alliant did not show up on that day. This is 4/21 still no show nor has anyone reached out to myself or my contractor why they havent and with another date they would be coming. We have other people that are effective by this . Plumber is waiting. Electrician is waiting. Im spending extra money that I shouldnt have to to live in a apartment. I also have a family that would like to move in but unfortunately I cant even give them a date when they can do so. Im beyond frustrated. I feel your company could at least communicate so we know where we stand and how much longer it will be before my home is hooked up to gas and electric. Thank you

  Business response

  04/24/2024

  Alliant Energy has received the Better Business Bureau communication regarding the customer's concerns of her meter installation on her premise. Alliant Energy has been advised that today, April 24, *********************************************************************************************************************** so that the meter can be set. The tech has also been asked to notify the builder after the meter is set and the builder has been given instructions on how to get the gas meter set after install.

  Customer response

  04/24/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted alliant energy on numerous occasions. We live in a small community. We bought this home in 2019 and its a 1200sq foot home. Previous owners who had old appliances and such paid 140/mth for electric. We have been paying up to 600/month. They have had us unplug softener 2 years ago which has ruined all of our new faucets, dishwasher and toilets and done nothing to our bill. Ive talked to each neighbor which live in comparable (mostly larger) ranch style homes and at the most their bills are 150. Ive continuously asked for help. Our account has never been flagged for being accessive. Its not a bill we just cant pay & we need help. Our electrician, our family and neighbors have contacted alliant on our behalf with zero resolution!

  Business response

  04/24/2024

  Alliant Energy has received the Better business Bureau communication regarding the customer's concerns at her home. At the moment we have our ****************** looking further into this to come to a resolution.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Alliant is fraudulently charging me for usage that is impossible to have been consumed at *********** in Wisconsin Dells. We mothballed *********** in Wisconsin Dells and turned the breaker box off on Oct. 28th. There is one simple line to the meter and into the cottage. There cannot be any possible usage as of October 29th, yet Alliant is showing random spikes of usage followed by days of no usage. And, as I look back at prior months usage, there is clearly additional charging that could not have happened.Called **************** on Nov. 30th and painstakingly laid out the circumstances to *******. He agreed it did not make sense after he browsed through the daily/hourly usage. He stated he would send a crew out to see how it is possible there is usage for a breaker box that is completely turned off. ******* said Alliant would get back to me no later than December 5th.Here we are on December 6th, bill overdue (refuse to pay for fraudulent charges), and still no response from Alliant. Sent in an other request for review, via email this time.The fraudulent usage and/or faulty metering process Alliant relies upon is something all customers should be fearful of.

  Business response

  12/07/2023

  Alliant Energy obtains meter readings monthly through AMI (Automated Metering Infrastructure) technology. The data is then sent to our vendor who displays the usage in My Account, our web-based application where customers can view their usage down to the daily and hourly level.   Unfortunately, there was an error with the usage that was displayed when this customer logged in to My Account.  It appeared that there had been usage on the meter after he had shut down his home for the winter.  Our vendor has been made aware of this error so it can be corrected.

  
  We called the customer on December 6th to explain and apologize for the situation.  Weve verified that the meter reading has not changed since the customer was last billed. On December 7th we sent an email to the customer with a spreadsheet showing the actual meter readings that have been obtained from the meter at his property.  There has not been any usage on the meter since the customer shut his home down for the winter. Customers are billed based upon the meter readings and not the data that displays in My Account. The customer has not been fraudulently charged. 

  Customer response

  12/07/2023

  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.
  
  Alliant response explains that a mistake was made and that their internal billing systems are not aligned to data they show in customer accounts representing usage.  While I appreciate the explanation, it does not resolve these underlying issues:

  A) Why is account usage information inconsistent with account billing information?   Why would you choose to use data that is inconsistent with meter readings to populate account usage information? 

  B) What will be done to fix the discrepancy between the systems so the data in my customer account is accurate?

  C) How pervasive is this problem?

  
  Regards,
  
  ***********************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 20, 2023 I received verification that payment was made (auto withdrawal) 103. 58. After receiving verification, I closed that checking account.Now they are charging me for a bounced check, I told them they verified payment before I closed that account (I had waited to make sure they got paid before I closed the account, I still have to pay Alliant for a bounced check (my bank is not charging me). My Alliant Email is sent 3 days before transaction. Account number is ********** Here is a copy of the emailDear *************************,We received your payment of $103.58 for Alliant Energy account number **********. Thank you for your payment. Your confirmation number for this transaction is 984695756683.Stay in the know about billing, outages and high energy usage with email or text notifications. Sign up now in My Account. Have your information sent the way you want to receive it.Thank you,Alliant Energy I cannot upload, it saves in code format.

  Business response

  11/30/2023

  For customers who have opted in to receiving billing related messages from Alliant Energy, an email is sent when a customers payment is being processed.  The message does not indicate whether or not the payment has cleared the customers bank account. 
  
  This customer was enrolled in automatic payment with Alliant Energy.  An email was sent on 11/20/2023 advising her that the payment was processed. She called Alliant Energys *********************** on 11/20/2023 requesting to change her saved bank account.  The ******************** Customer Support Associate correctly advised the customer that changes to automatic payment need to be made either online or via a form that the Customer Support Associate offered to send to the customer.  The customer requested the mailed form stating she prefers not to complete financial transactions online.  The Customer Support Associate cancelled automatic payment because the customer stated she had changed bank accounts.  The Customer Support Associate should have waited a few days before cancelling automatic payment to ensure that the payment cleared the old bank account. 
  
  We left a voice mail message for the customer to return my call on 11/30/2023.  Weve reversed the returned payment and late payment charges that were assessed to the customers account.  The customer has suggested we change our messaging to state that it could take 1-3 business days for the payment to clear the customers bank.  This suggestion has been shared with our customer experience team.  The customers next bill is pending and should be issued within the next day or two.  Her updated banking information for automatic payment has not yet been added to her account. She will need to make a payment using a method other than automatic payment in order to avoid late charges in the future.  Her bill will advise if the payment will be withdrawn through automatic payment.  

  Business response

  11/30/2023

  For customers who have opted in to receiving billing related messages from Alliant Energy, an email is sent when a customers payment is being processed.  The message does not indicate whether or not the payment has cleared the customers bank account. 
  
  This customer was enrolled in automatic payment with Alliant Energy.  An email was sent on 11/20/2023 advising her that the payment was processed. She called Alliant Energys *********************** on 11/20/2023 requesting to change her saved bank account.  The ******************** Customer Support Associate correctly advised the customer that changes to automatic payment need to be made either online or via a form that the Customer Support Associate offered to send to the customer.  The customer requested the mailed form stating she prefers not to complete financial transactions online.  The Customer Support Associate cancelled automatic payment because the customer stated she had changed bank accounts.  The Customer Support Associate should have waited a few days before cancelling automatic payment to ensure that the payment cleared the old bank account. 
  
  We left a voice mail message for the customer to return my call on 11/30/2023.  Weve reversed the returned payment and late payment charges that were assessed to the customers account.  The customer has suggested we change our messaging to state that it could take 1-3 business days for the payment to clear the customers bank.  This suggestion has been shared with our customer experience team.  The customers next bill is pending and should be issued within the next day or two.  Her updated banking information for automatic payment has not yet been added to her account. She will need to make a payment using a method other than automatic payment in order to avoid late charges in the future.  Her bill will advise if the payment will be withdrawn through automatic payment.  

  Customer response

  11/30/2023

  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.
  
  [Please Dear *************************,
  "We received your payment of $103.58 for Alliant Energy account number **********. Thank you for your payment. Your confirmation number for this transaction is 984695756683.
  Stay in the know about billing, outages and high energy usage with email or text notifications. Sign up now in My Account. Have your information sent the way you want to receive it. your response here.]" 

  The email specifically stated that Alliant RECEIVED my payment in full and thanked me.  I kept my account open to make sure all auto payments were made.  When I got the Alliant email it stated "We received your payment of $103.58" 

  If they have policies that negate that statement it should be attached to the email.  I am on auto pay, I do not have use their site only  signed up for auto pay.   They never called me, I do not have a voice message regarding this until today, no message just missed call.  I do not use an online account, only auto pay.
  
  Regards,
  
  ***********************

  Business response

  11/30/2023

  The customer returned our call on 11/30/2023.  We explained the situation and advised that the returned payment fee and late fees have been removed from her Alliant Energy account. The statement the customer has **************************** indicates the payment was received but does not state that the payment cleared her bank account, similar to a store receiving a check does not guarantee that the payment will clear a customer's bank account.  We appreciate her suggested edits to our email scripting.  As stated earlier, it has been forwarded to our customer experience department for review. 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels for my ***************** was going well until august started receiving higher energy bills from Alliant for more than it should be bill should have been $13.00 for meter fees. Bill was ******. Called Alliant customer service for explanation was told meter was showing faulty code. **************** fixed meter on line. I asked why should I be paying extra for their problem I was told she didnt know how to fix my lost energy solar storage so basically Iam out all my solar production for most of the year. I have called several customer service representatives for help to fix problems but they have no clue who I need to talk to be credit lost solar production . I have my producuction numbers for lost months. Thank you **********

  Business response

  10/31/2023

  An employee with our distributed generation team called this customer on 10/27/2023.  The employee discussed the billing history and explained how inflow/outflow works.  The customer pays the kilowatt hour (kWh) retail rate for all Alliant Energy power delivered to their meter throughout the billing cycle (Inflow).  Alliant Energy credits the kWh retail volumetric rate for all net power delivered to the grid during the same billing cycle. (Outflow).  In other words, Alliant Energy bills or credits for the difference between the kWhs delivered to the home and the kWhs the customer's system sends to the grid.  The employee also explained that the alert on the meter just indicates that Alliant Energy is receiving a reverse energy alert.  It does not impact the generation coming through the meter.  The customers billing is correct.  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Alliant energy was out replacing a power line running from a telephone pole in my yard over to my neighbors house. (The work finished 8/15/23, started a couple weeks prior). In the process they dug up the ground around my telephone pole disturbing grass that I maintain, pulling out large rocks and simply put zero effort into dressing up the ground after the work was done. I sent a very kind email (also on 8/15/23) asking to please return the disturbed ground to its original state as much as humanly possible (remove large rocks, raking and maybe a little grass seed). I dont think Im asking too much. They gave me the run around. I dont feel like I should be the one cleaning up their mess especially when the work was for someone elses house.

  Business response

  09/13/2023

  Alliant Energy has a 3rd party contractor that completes lawn restoration after work has been performed that has disrupted an individual's lawn.  We have advised our contractor that this work needs to be completed.  I contacted the customer on 9/13/2023 asking if the restoration had been completed.  He stated it has not been done.  I confirmed that our contractor is aware.  The customer just wants to make sure the restoration is completed before winter.  I told him I would let the local office know it still is not completed.  

  Customer response

  09/19/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I met the criteria and submitted all necessary documentation to receive a $750 electric vehicle charger rebate in October 2022. I never received the rebate, nor did I receive notification that there was an issue with my request. I called Alliant in August 2023 and learned my rebate was denied due to my wifes name being primary on the account. ********************** has taken monthly payments for years with my name on the checks. This denial was based on a technicality and I believe I am owed the $750 rebate.

  Business response

  09/05/2023

  When an individual applies for an EV rebate, the Alliant Energy account holder needs to be listed on the application. This is noted as a requirement on the front page of the application.  The complainant is not the Alliant Energy customer of record on the ******************** account included on the application.  Our vendor reached out to him several times to clarify the account name on the application.  A member of our electrification team called the complainant to explain why the application was denied.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past couple years Alliant Energy has been changing the billing date so they can charge interest. I would like to be paid back for all the interest that I was charged.

  Business response

  08/10/2023

  Alliant Energy attempted multiple times to reach the customer via the phone number provided regarding his concerns on his billing date being changed and interest fees being added to his bill. We were not able to reach the customer or leave a voicemail. Detailed information regarding his concern has been noted on his account to inform the customer whenever he calls back in.

  Customer response

  08/11/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found out in December of 2022, I was being billed 10x above and beyond the energy I was using. I tried calling Alliant energy and respectfully requesting them to look at my meter for it was going twice as fast as all other units despite me not having any major appliances in My Home. I am literally living like a cave man I dont even shower here. This was on 12/14/2022. Nothing happened so I followed up a few months later. So again I checked back in May 2023. Despite Alliant energy sending nobody to check out my meter at my unit. A supervisor was ready to talk to me about energy usage. I found this extremely confusing. How would you know about energy usage without looking at a meter?Alliant energy laughed at me and then started retaliation billing. Retaliation billing is defined as utilizing clerical errors to increase the amount per month a customer has to pay. An example of this would be adding a zero or moving the decimal point to confuse and fraud users. The unfortunate thing is even when caught beyond a reasonable doubt, Alliant Energy apologizes, takes more of your information then double or triple bills you for the month.Please remember that I dont want to talk to Alliant energy. I dont want to take time out of my day to teach them that 1+1 = 2. Its a waste of my time and it makes me frustrated. At this point I just Need the retaliation billing to stop.No one enjoys their mistakes being pointed out, however, money is involved so I will not let this go. Please stop retaliation billing me.

  Business response

  05/26/2023

  Alliant Energy is a regulated utility and does not participate in "retaliation billing."  The meter is the basis for determining usage.  Actual meter readings were obtained each month for billing. This customer's usage is comparable to prior seasonal usage at this property. We encourage our customers to enroll in My Account to monitor their usage.  Customers who are enrolled in My Account can view usage to the daily and hourly level which may help customers determine sources of higher usage in their home. Customers enrolled in My Account can also sign up for usage alerts.  Customers who sign up for usage alerts will receive an alert by text, email or voice mail when their monthly usage nears a kWh amount determined by the customer This helps customers keep track of their monthly usage and provides the opportunity to set monthly energy savings goals.
  
  In December of 2022, the customer contacted ******************** with concerns that his high bill might be caused by a damaged meter.  An Alliant Energy employee suggested that the usage might be due to electric heat.  The customer stated his heat is included in his rent.  He also stated someone had to be using his power and wanted the meter checked.  The  employee advised the customer to speak to his landlord about the heat as well as whether or not another unit was wired into his breaker panel.  An Alliant Energy field employee checked the meter for damage that same day and determined the meter was working properly.  The customer was informed that a meter test would not be performed at that time.
  
  Upon receipt of this complaint, a voice mail message was left for the customer to return our call and a meter test request was issued.  We will provide additional information once the meter test results are available.  The meter was tested for accuracy at the time of installation. Please be advised that in most cases, higher than expected bills are due to usage at the property and not to an inaccurate meter. 

  Customer response

  05/31/2023

  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.
  
  Not only did retaliation billing occur but you guys sent me a shut off notice with a payment of $150.76 due. I ended up paying $175. To explain how retaliation billing works is when you guys commit clerical errors and shut off my power after weve reached a payment arrangement that is by definition retaliation. When the retaliation is in form of billing and shut off of services after an agreement has been reached, what are you expecting from us? Your company and me had an agreement. I met that agreement and you still shut off my power anyways because youre upset about this BBB complaint. Literally, as Im speaking right now I do not have power in my home because I honored my part of the agreement between us you didnt.
  
  Regards,
  
  *****************************

  Business response

  06/01/2023

  A disconnection letter was issued on 5/15/2023 with a disconnect date of 5/30/2023 and a minimum payment amount (***) of $157.96.  The disconnection letter states to avoid disconnection and fees, the minimum payment of $157.96 was to be made by 4:30 pm on May 30, 2023.  Payments totaling $125.00 were received between 5/24/2023 and 5/27/2023. This was not enough to meet the *** amount on the disconnection notice.  Three additional payments totaling $100.00 were processed on our website and posted to the account on 5/31/2023.  This was after the disconnection date of 5/30/2023 so the *** was no longer an option. A payment arrangement was not reached until after service was disconnected on 5/31/2023. The service was later reconnected on 5/31/2023 after the agreement was reached. 

  Alliant Energy is a regulated utility in the state of Wisconsin.  This customer's account has been reviewed and no violations of regulatory rules have been found. 

  Customer response

  06/11/2023

  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 made the mistake of thinking that by entering in a payment arrangement with ****** via Alliant Energy that the retaliation billing and practices would stop. Wow was I wrong. This is retaliation black-and-white. I just found out alliant energy is trying to get me evicted. On June 1 an email was sent to me from Alliant energy saying that we entered into a payment arrangement. I have included the email above. However, nine days later, Alliant energy communicated with my apartment complex, saying that I wanted the power taken out of my name as of May 31. Giving the direct impression that I was going to bail on my lease and move out of the apartment complex. I have included that email with time stamp as well.  It is not enough for this company just to take part in retaliation billing, but they have moved on to try to spread misinformation to my landlord to get me evicted. I will be reaching out to my local house of representative member, as well as looking into tenant landlord rules to see if utility companies are allowed to spread lies and miss information to landlords in order to inflict negative retaliation on the tenant. It is clear you are never going to stop. This will be the second binding resolution that you have broken. I hope this was worth it.]

  
  Regards,
  
  *****************************

*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. ↩