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Consumers Energy

Consumers Energy review: "customer service"

J
Author of the review
5:26 pm UTC
Featured review
This review was chosen algorithmically as the most valued customer feedback.

After seeing that Consumer's Energy is requesting ANOTHER price hike (the third in 3 years), i called the customer service number on the website to get more information, from a real live human being, on some of the charges on my bill. before i did this, i looked at the CE website to see what it said, but i wanted a more plain English explanation. After 30 minutes on hold, i at least got a rep in the U.S. which is quite frankly more than I was expecting. As soon as I started asking about some of the charges, the rep grew rather short with me, as if I had no right to be asking these things. She immediately said “all of this stuff can be found on our website.” I said I was tired of referring to the internet and online and I wanted to speak to a real person and get a more plain English explanation. Despite this, she then proceeded to read me verbatim the explanations off the CE website, and told me that was all she was doing. I asked several times what the “customer charge” was, and I did not understand her answer, which is not surprising as it seemed deliberately obtuse. It sounded like more or less a fee simply for being a customer. This rep was unhelpful and her tone suggested I was wasting her time by daring to ask why I was being charged so many vague “fees.” I wouldn’t be surprised if she has received many similar calls in the last few days, as CE is planning to ask for their third MASSIVE rate hike in 3 years; however, that is not my problem, and I was not rude at any point.

Also, I do not begrudge folks on lower/fixed incomes for receiving help through the Low-Income Assist Fund; however, why are we other customers contributing to it? Could this not possibly be covered by the massive profits recorded every year?

Recommendation: I don't have one. Unfortunately we're held hostage by this monopoly.

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Consumers Energy Category
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