ComplaintsforWe Energies

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into a newly built apartment complex in Grafton at the end of July. Since then our power has gone out at least 5 times, 2 times were multiple day issues and currently sitting without power in the middle of December yet buildings a block away have power. We Energies website has no estimated time to resolve the issue. It's clear there was either corners cut or negligence in how these buildings were wired to allow issues like this to happen. Never in my prior experiences renting/living in Milwaukee county did I ever encounter problems this frequently. I would like to verify who I can contact to have an audit or investigation setup to see the extent of damages they have caused.

  

  Business response

  12/23/2021

  We apologize for the service interruptions experienced by this customer at their new residence.

  On August 10th 2021 a strong storm system rolled through We Energies service territory. At that time, our field employees, supported by office staff, worked to restore over ******* customers who were without power.Complicating our restoration efforts were many dozens of hazardous situations wires and poles down, trees leaning on poles, etc. that resulted from high winds and lightning that accompanied the storms. Despite these obstacles we were able to quickly and safely restore service to all customers, resulting in the largest restoration effort in company history.
  
  A similarly strong weather system moved through southeastern Wisconsin last week, which included 60+ mph wind gusts and sustained high winds for nearly 48 hours. Despite significant damage to our infrastructure, we were able to restore service to over ******* customers following this major storm.
  
  It is our goal at We Energies to keep the lights on, and,in the event of an outage to restore power as quickly and safely as possible.We cannot, however, guarantee service 100% of the time, and we appreciate our customers patience during extreme, and sometimes repeated, weather events like those experienced over recent months. We would encourage customers who want to know more about how electric service is brought to their homes, and what happens during a service outage restoration effort, to visit our website at www.we-energies.com.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I believe they are being a little bit of a bully and on top of that do not wish to look into any mistakes they may have made to harm customers. Here is my problem yes do to hard ship i fell a little behind in my **** but i did my best to try to rectify the situation. I made the payment required spoke to a customer service rep who informed me that i can pay the remaining balace 10/30 she made notes. 3 days ago they cut me off i call them and they were very rude telling me regardless if there are notes its not her fault your not paying your **** i asked for a manager and she hung up i call back speak to another rep and she informed me that it was an error on the customer service rep and that i should have been cut off. she informed me what i needed to pay and how to track my records through there new app. so i set up the app but used **** matrix to make the required payment. i get a call from we energies over the complaint i made to public service commision and the gentle men was very cocky over the phone saying they see i paid the required amount but an additional amount was made in the amount of ****. 00 and i asked by who they said on the app. i did not use the app for the payment i used **** matrix he said he would look into the problem and get back to me. here we are 2 days later and now they showed a negative action on my bank account with nsf next to it. so i call the company again very rude not trying to look into the error and totally blaiming me. also said in november its mormitorium and i dont have to pay my **** than, i said that is not what i am calling about can i speak to a manager and they hung up. all of this can be handle better through management and helping the customer. so i need the 30 nsf negative off my account, them to look into the app they set up with glitches and show better customer service towards there customers especailly because its bad times right now.

  

  Business response

  11/02/2021

  The customer contacted us on 09/16/2021 and established aPay Arrangement on her balance. As part of the arrangement, the customer agreedto make a down payment by 09/22/2021; however the payment was not received, thusbreaking the arrangement. The customer was issued her next **** on 10/11/2021,which included an active disconnection notice. Due to no payment received, theservice was disconnected on 10/26/2021. Upon services being disconnected, thecustomer was advised a payment would be required to restore the service. Noteson the account indicate the customer made this payment via phone. Notes alsoindicate the customer logged into her Online My Account profile, updated herbill to Paper Free and also scheduled another payment for the full accountbalance. An email notification was sent confirming the payment being scheduled,and according to our records the email was opened and reviewed by the customer.Additional notifications were also sent via the mobile app once the payment wasapplied to the customers account. The customer notified us the payment, whichpaid the account in full, would be returned due to Non-Sufficient Funds (NSF)and that she was assessed a $30.00 fee. We advised the customer the feeassessed is from her bank and we would not be able to waive such fees. A PayArrangement on the remaining balance was offered to the customer; however, theoffer was declined as the customer stated the balance would be paid in full along with her next ****.  

  Customer response

  11/02/2021

  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.
  
  [So i can offer the proof of both payments they have received from me 700 and 600 what they failed to mention that one of there employees did not do there job and post the arrangements to the remaining balance by October 30 of ****** but instead the disconnected me when i called and spoke to a rep she was rude and said it was not the place of the other rep to let me know if my account was in jeopardy of disconnection. so i asked for a supervisor she hung up i called back and spoke to a very nice customer service rep who informed that the first rep failed to set up an agreement/put it in as a payment made of ****** and i would have never got disconnected but since i am disconnected i would have to pay 580 to get reconnected i paid 600 and tried to get an app the app failed so i deleted it and than i find out they charged my bank account ******* that i did not authorize. i spoke to the commission about the whole ordeal who said they would have Brandon call me well i did not wait and i paid the extra 600. but they sure put me in a perdicament about ******* so i tried talking to them told them its fine i will accept what has been done to me but i will submit a complaint because i think it was not fair. Brandon acted concerned and like he understood the whole situation but seeing his response i am very upset because he lied and lied for his place of employment so i will attach the payments and dates i made since he claims i did not do so in time and i will say I am done and will not do as he suggested "Brandon said wait til November moratorium  and you wont have to pay your **** but i have to suggest you do but i am informing you of a relief til its over in the spring." Now i say they are quick to say what we are not doing but not what they suggest the customers to do. I talked to him today he told me what i already informed him about the app friday and monday and he said he would follow up on. says it was a mistake on my part and i would have to basically live with the nsf from my bank and the charge from his company. I told him when a customer is frantic over a bad situation and knows nothing about this new app they have they should be very careful of informing cusotomers how this app works. I deleted it because it was not only confusing it also does not accept my **** which is why i paid through **** matrix and the amount of 600. so no i am not satisfied with the sorry response from this man who claimed to have tried to help me and i will attach my payments since he says i didnt make the payments that were requested. i will not delete my complaint because during covid they should not be doing people working real hard to survive like this.  I mad over **** in payments in sept and oct and balance now is only 400. i know why this is happening greed please at least try and help your customers that rely on we energies instead of worrying about only your pay check.   ]
  
  Regards,
  
  ***********************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on 10-28-2021 I contacted we energies about lowering my budget billing amount to ***** a month from 35.00.I only use natural gas during the winter season to heat my home.the customer service agents were rude and would not work with me I want to make the ***** affective for the dec 2021 payment.

  

  Business response

  11/03/2021

  The customer contacted us requesting his Budget Billingamount be lowered. After careful review of his past historical consumption andtaking into consideration the current state of his Settlement Balance, anexception was made to lower the Budget to the amount the customer requested.Moving forward, all Budget Billing reviews for this customer will solely bebased on the average **** spanning a 24 month period.

  Customer response

  11/07/2021

  
  
  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. 
  
  

  my request is I may have to adjust it every 6 months to keep in line so in six months I may have to adjust by a couple dollars please send to ****** who handled my online complaint so moving forward its well documented

   

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

  
  

• Initial Complaint

  10/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived in Seymour, WI until March of 2020. I used WE energies for the house I was renting and settled up any money owed and closed the account by the time I moved out in March. Come to find out they continued charging me and were charging my landlord that took over the property's utilities after I moved out. We ended up paying an extra couple of month's worth of bills just because we didn't want to deal with their nonsense. I spoke to someone on the phone at this point and paid what we owed and the employee closed the account. I never received another piece of mail or email from WE Energies and considered the matter closed. Fast forward to August of 2021, I get a collections account show up on my credit report from WE Energies. After some further investigation, I find that this charge that has now gone to collections is from July of 2020, 4 months after I had initially tried to close my account and a month or two after I had spoken to the employee that told me my account was closed. My credit score dropped 150 points. This is pathetic from this company and I would like the collections account erased and any and all accounts of mine with the company closed, as well as for any damage done to my credit score to be repaired.

  

  Business response

  11/02/2021

  The first documented contact with the customer occurred on 07/22/2020 as the customer requested to close his account. The customer requested to backdate his stop service date to March 2020 but was advised we are only able to close the account with an effective date from the initial date of contact. A search of our phone records was conducted to determine if a call was placed prior to the customer’s July 2020 contact, however no results were returned for the number we have on file for the customer. Upon closing the account on 07/22/2020, the customer was issued a final bill statement, which was mailed to the alternate mailing address provided by the customer on 07/22/2020. The balance has remained on the account, unpaid, and has been relinquished to a Collection Agency. The utility does not report to the Credit Bureau and any requests to modify credit scores must be requested through the actual Credit Bureau. If the customer wishes to settle the balance or establish arrangements on the balance, he is encouraged to reach out to the Collection Agency at ###-###-####.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had life circumstances and were not able to pay ****. We paid it same day it was shut off on 10/22/2021.Have been trying to reach them and they have long hold times. Finally after 2 hrs reach a human. Let them know it was paid and to please turn back on. Mind you its going to be freezing this weekend. They explained they couldnt do a signal so would have to wait till Monday which today is Friday. Have kids, pets and have been sick and they would not do anything now until Monday. Out of power for 3 days with freezing temps. Yes understand it could of been avoided but when pis it should of been on same day not 3 days later.

  

  Business response

  10/27/2021

  
  Since contacting the Better Business Bureau Ms. ******* haspaid the requested payment for reconnection and service was restored on10/25/21.  At this time it is suggestedthat Ms. ******* contact the collection department to establish an extended payagreement for the remaining account balance to avoid future collection action.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In July 2021 I had solar panels installed on my house by Titan Solar via Summit Solar with the understanding that within a month after installation, WE Energies would finish their end of the work and my panels would be producing solar electricity. The install was completed and passed inspection in August 2021 and a WE Energies tech was set to come out I believe in September. The WE Energies tech left without finishing the work as it didn't look like he did anything. I sent an email to WE Energies inquiring what was done, and September 14th received an email back stating, ************* Thank you for contacting us about ********************************************************************* did investigate into your account and had seen that your orders to install the electric meter is complete as of the 09/01/2021. We do not see any other updates on the account regarding your Solar Power. This should be good to go ahead and use as it shows on our end the order is complete.We want to ensure you are completely satisfied with We Energies. If we have not resolved all your questions or concerns, please do not hesitate to contact us. We'd be happy to help.Sincerely,********************"I informed the solar companies that per WE, their end of the work was complete and for them to investigate if it really was complete and to either power me on or finish the work. Because of all of these companies' complete inability to communicate with one another, weeks later on October 6th, WE Energies as well as Titan Solar were both scheduled to be on site to see that the work gets finished, at this point, just installing a can/meter. Both companies were on site and the work was still not done. I was told it was because I did not sign a contract with WE approving of the electrical over-production sales agreement. I had not been notified of such paperwork until that day. The paperwork has been signed for 2 weeks and still nothing is done and WE has been non responsive to my email request.

  

  Business response

  11/09/2021

  The delay in completion of the project in question was due to miscommunication and misunderstanding between this customer's contractor and ********************** staff. After being alerted to the concerns raised in this BBB file, our employees were able to coordinate the completion of the project on 10/26/21.

  Customer response

  11/11/2021

  [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

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. In July I owed we energies over 900 dollars. I entered a payment arrangement with them for the next 12 months where I pay 77 a month and then the **** is wiped clean. I have been doing that. In Aug I applied for covid ***** elsewhere that put $1200.00 into my account. Paying off the outstanding **** and leaving me some cash in credit left over. $192ish. I do have the bills. Well the problem is instead of charging me just the 77 and it coming out of the credit from the covid *****, They've been taking full **** amount instead of the agreed 77. Some I've paid both with creditsIand 77sked to speak with a supervisor two weeks ago and haven't been called back. I just want my credit money back and the payment arrangement Before this month Oct ****, I would have had ****** in credit left I would have had around 50 left in credit after they took the 77. I just want them to abide by the payment arrangement,Which isn't on my **** anymore. I told them not to take me out of the arrangement.

  

  Business response

  11/03/2021

  The payment plan that has been established on this customer's account is administered by a specialized department of our ************* Centers. Due to the very specific terms of this type of plan, which are tailored to each individual's circumstances, we would ask that he contact us directly do discuss any questions or concerns regarding this plan, and to clarify his account details.

  Customer response

  11/03/2021

  I have tried that. I was told a supervisor would call Mr about 3 weeks ago. Everytime I call now I am told you cannot talk about my account because I asked for a supervisor.
  *****************************

  

  Business response

  11/18/2021

  Our records do not indicate we have spoken with this customer since 10/7/21, several days prior to the opening of this inquiry with the Better Business Bureau. As noted in our original response, this customer's payment plan has been established with very specific terms and conditions, and we are not able to have the back-and-forth dialogue necessary for clear understanding through a third-party like the BBB. With that in mind, we would again ask that he contact us directly at his earliest convenience to discuss his account.

*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. ↩