Over the past 10 months, dte energy has mis-read my gas meter three times resulting in outrageous charges, which I at first refused to pay. In prior years, it was common to have this happen once or twice a year.
I complained each time and was promised the problem would be fixed. It was not! Furthermore, their customer service department throws up roadblocks at every opportunity when I called, including refusing to transfer your call to a supervisor, and putting your call on endless hold to discourage you. I have also been told "sorry, there are no supervisors available today". They also ask you to repeat your service address, phone number, account information, etc. Repeatedly - again to discourage you from pursuing your complaint.
Right now, I have been waiting over a month for copies of my past bills, so I can compare them with the checks I have sent them.
Trying to escalate to a higher level in dte is futile. They do not publish phone numbers or email addresses of their employees. Everyone above the level of clerk is totally insulated from the public. I am able to email the president of the united states, but I can't contact a supervisor at dte energy!
I involved the michigan public utility commission, but they also seem to care little about customer complaints. There has been no follow-through initiative on their part to push for a resolution to my problem. It has been up to me - every time - to initiate contact and complain about the lack of resolution. They respond, but take no leadership role.
Early on, I insisted on corresponding by email so I have proof of what happened (Or didn't happen) and when. This hard-copy may be needed if this problem ever gets to court.