ComplaintsforConstellation NewEnergy, Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After only two months using their service, I terminated my energy utility service with Constellation, partly because I found a rate that was 5 cents/kwh lower than theirs! I have two outstanding bills in the amount of roughly $300 remaining to pay on that account, and I will do that. However, Constellation is charging me a $150 disconnect fee that was NEVER disclosed to me, either upon entering the contract or upon my final conversation with an account representative. If I had known about the $150 fee at the time I closed my account, I likely would not have done so. I will pay the remaining balance on my service, but I cannot pay a $150 fee especially one that was not disclosed to me when I chose to close the account. Thank you for your consideration!

  Business response

  11/08/2024

  Constellation confirms the acct balance to be $624.13 and has agreed to waive the ETF of $150.00. Afterwhich, the remaining balance of $474.13 is due. A new invoice will generate in 24-48 hours reflecting that the ETF of 150.00 has been removed.

  Business response

  11/11/2024

  Mr. ****** ******enrolled in a 36-month fixed rate term through a Constellation-branded comparison site. The customer received their confirmation letter and Electricity Facts Label on July 31, 2024, via email.
  
  Constellation has communicated the early termination fees in the letters below for the customer's awareness. Please note that this fee is applicable and will not be waived.
  
  See information communicated to the customer.
  EFL attached
  
  Enrollment confirmation letter (not included for customer privacy):
  A Recap of the Plan You Requested
  Plan Type: FIXED Electricity Plan + Air Conditioner Protection Plan
  Term: 36 months
  Average Price: 13.7¢ per kWh, based on 1,000 kWh
  Energy Charge: 12.7¢/kWh
  Electricity Surcharge(s):
  • Distribution Charges: 4.0410¢/kWh
  • Monthly Charges: $4.39
  Early Termination Fee: $150
  A Minimum Usage Fee of 0.00000 will apply if usage is less than or equal to 999 kWh in a billing period.
  Equipment Covered: $75 Gift Card
  $2 Coverage for 2 Air Conditioners, Heaters, and 1 Water Heater + HVAC Monitoring
  $0 2 Air Conditioner Units Protection Plan By Constellation Home
  
  

  Customer response

  11/12/2024

  
  Complaint: ********
  
  I am rejecting this response because the company purposefully did not inform me of the $150 cancellation fee when I closed the account. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in Rochester Ny, Monroe county. I use a company called **** for my gas and electric. Last month I noticed on my **** bill a $70 charge for this company call “constellation new energy”upon my research I found out this is a “clean energy” comp out in Huston TX. I called my original energy comp to complain and ask why am I receiving this charges, they simply just said I was mailed a letter about it and that I must off opt in witch mind you I have never ever received a letter nor spoke to anyone about signing up with them. So they direct me to call Constillation for further assistance. When I called they claim my county has a contract with them and the agriculture program to provide newer cleaner energy and that all county residents must be under this company. I explained that this is illegal and I have not heard such thing to please cancel the services I never signed up for. I also requested them to please give me back the $70 they have been adding to my monthly bill since April 2024 and they refused to give me my money back. And they also canceled my account however they said it will not be effective till November bc an October bill was already running witch made no sense since I called in September. This people are just taking poor innocent people’s money. I can hardly afford my initial energy company how and why will I pay for a 3rd party company. I also went as far as asking around friends and relatives if they had also seen that company chagrin them on their bill and no one seem to know or yet be paying for this outrageous scam. So they lie when I called stating that the Monroe county implies/encourage everyone to use this clean energy efficient company as they advised.

  Business response

  10/10/2024

  On January 8, 2024, the City of Rochester sent a letter advising of their participation in the Community Choice Aggregation, (CCA), program.
  The letter advises that service would become active on March 1, 2024, to November 30, 2025. The letter further advised that the participants could opt-out at any time without penalty or fee. The letter included an opt-out form and advised 3 ways to opt out. Constellation records confirm that the account became active on March 1, 2024, and is being billed the Energy rate of $0.09136 as stated in the letter sent to each residential customer.
  Constellation also confirm that Mr. ******** contacted us on 9/25/24 to dispute the enrollment and was assured that the program is not a scam. The representative attempted to review aggregation details and benefits, however, Mr. ******** declined rebuttals. Mr. ******** advised to cancel the account and requested a refund. The representative advised he was able to cancel the account but is unable to issue a refund as supply had been used.  The representative submitted a cancellation advising to allow 1-2 bill cycles to complete but we received a drop date from the utility that service is scheduled to cancel on October 22, 2024. No adjustment is warranted as the enrollment is valid and the account was billed per the agreement with the City of Rochester. Attached you will find a copy of the letter sent to the eligible community members.
  On 10/10/24, Constellation attempted to contact Mr. ******** today to advise we received his complaint and that his service is scheduled to be removed from our platform on October 22, 2022. We were unable to speak to him as there was no answer, but we left a voice message advising why we called. 

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: The letter does not look familiar to me at all. I never received it. And why I’m the only person in Rochester that was opt in. I consulted this with a few friends and family members and they never received a letter nor opt in or opt out, and never have they received charges on their **** bill as I did. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled service with CONSTELLATION ENERGY because we moved from Texas to Virginia. I was charged a cancellation fee of $150 for ending the contract although there is no fee for moving and requesting a full cancellation. Yet I was charged $150. I have called them 4 different times, 3 different days, 1 week apart for a call time total of over 4 hours: August 14, August 20 & August 27. Each time I have been assured by the representative that the $150 fee was billed in error and the $150 fee will be removed from my bill. When I check my on-line account a few days later-the $150 fee is still there. Each time I’ve called, the customer service representative says they cannot give me a confirmation or case number confirming that it will be removed. Nor can they send an email with a corrected bill. Nor does it reflect on my online account. But they assure me it’s been removed. On the last call 8/27, I asked to speak to a supervisor- took 30 minutes to reach that supervisor. Once I spoke to the Supervisor she confirmed that the $150 fee was charged in error, she said THEY REMOVED IT but can not send a confirmation email or confirmation number that the fee has been removed nor give me a call back number to reach them, but assures me this $150 order HAS BEEN placed to have it removed. She said she would personally call me back today, possibly tomorrow once my acct reflects the change. It’s 2 days later-8/29-the fee is still there and she never called. She told me her name was Marie and this is her employee # 981195 I called back 1 more time on 8/27 to see if my earlier call with the supervisor had been documented on my acct & the agent said yes and that request had been submitted 3 times AND there ARE case numbers. He provided those case #’s to me. I was refused those #’s on all my previous calls. For the record here are those #s: 8/14 #******** 8/20 #******** 8/27 #******** I want the $150 fee that was billed to me in error removed. This feels like extortion.

  Business response

  08/29/2024

  Constellation attempted to reach the customer by phone, but there was no answer. Consequently, an email containing the Constellation account balance information was sent. On August 13, 2024, Constellation received a drop request from Oncor which resulted in an early termination fee. The customer contacted Constellation on August 14, 2024, to inform us of their relocation and dispute the early termination fee. Upon learning that the cancellation was due to relocation, Constellation waived the early termination fee. The system requires several weeks to reconcile the balance. The customer is not being penalized for the cancellation.
  
  The customer has reached out to Constellation on August 14, 2024; August 20, 2024; August 27, 2024; August 28, 2024; and August 29, 2024. During each call, the customer was informed that the early termination fee had been waived and was advised to disregard the balance shown on the billing platform as the system needs time to update.

  Customer response

  08/29/2024

  They credited me the money after they received your email. I just received a letter at 5:18 this evening stating they were removing the charge. Thank you!!

  Customer response

  08/30/2024

  
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 23 to Feb23 After I call the company and told them that I did not want their services. The company was put on my bill. Without my authorization about the second bill I notice them on the bill it jump up 25$ more. So I call to see why they are on my bill and they said I never told them that I did not want their service. then they told me it would be 1-2months before they could cancel. So about 4 months of paying for a service that I did not want.

  Business response

  08/06/2024

  Constellation’s records indicate Mr. *** was enrolled into a community choice government aggregation program. Constellation did send notice to Mr. *** in advance of enrolling his account. (See Attached Notice) The notice was mailed on July 10, 2023, and informed Mr. *** of the aggregation program and the steps to take if he did not wish to participate.

  Constellation's records do not match those of Mr. ****s with regards to him contacting us to opt-out of the program.  We do not have record of any communication requesting to opt out prior to enrollment.  Mr. ***’s electricity supply service switched to Constellation on September 29, 2023. 

  On January 17, 2024, Mr. *** began to contact Constellation to dispute the enrollment of his account.  Constellation explained to Mr. *** that his account was validly enrolled pursuant to his community’s choice aggregation program.  At his request, Constellation sent a drop transaction to the utility to opt him out of the program; however, the utility rejected the drop transaction due to a pending marketer switch.  On January 18, 2024, Constellation received and accepted a utility-initiated drop transaction with a service end date of January 29, 2024. Constellation no longer serves Mr. ***’s electricity supply as of that date.

  As a customer service gesture and to bring Mr. ***’s concerns to a satisfactory resolution, Constellation offered to re-rate his account back to the utility’s rate. As such, Mr. *** received a refund in the amount of $19.82.  Additional adjustments to the billed supply charges are not warranted at this time.  

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My old address is **** ********* ***** ********* *. My new address is **** ********* ***** *********. When I left **** my last bill was roughly $42. I had a credit on my account of 1,669.13. I had one bill for $190.20 and my move out bill was $42 if I'm 69not mistaken $42 or $32 This billing statement ended May 15th, 2024 The $32 was for June I have not received a new bill from the company. However, I noticed my credit balance went from $ $1, 669.13 to 1098. I know I have not had a bill for $539 because the new duplex I moved to is smaller than the previous one. So where is my credit? Where's my money? Customer service can't tell me anything so that's why I had to do a better Business bureau complaint.

  Business response

  07/22/2024

  Upon reviewing Ms. ****’s account #******** which became inactive on 6/5/24, Constellation confirms that as of 4/17/24 there was an available credit of -$1,669.13. An invoiced amount of $190.20 was deducted on 5/16/24 and an invoiced amount of $103.03 was deducted on 6/6/24. The remaining available credit of -$1,375.90 was transferred to Ms. ****’s new account, #******** which became active on 5/31/24.
  
  The new account was invoiced in the amount of $39.24 on 6/7/24 which was deducted from the credit and her most recent invoice for $237.87 was also deducted from the bill credit leaving a remaining credit balance of $1,098.79.
  
  Attached you will find the invoices mentioned in this response. Please advise if any additional investigation is necessary.
  Thank you for your attention to this matter.
  
  Best regards, Rosa A******

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: 1 I asked for someone from the business to contact me. 

  2. I was told by a representative that a ticket was put in because I am not seeing this information on online portal. I am not able to see the 237 statement hence why I Did this complaint. 

  I was also told by the representative that the 30 something dollars that I had to pay even though I had a credit on the account. Why would she tell me that and clearly you just said it came off the credit that I have on the account. 
  Sincerely,
  
  ****** ****

  Business response

  07/24/2024

  Constellation has called customer ****** **** due to customer not seeing the new charges of $237.87 in the portal. I emailed her the bill showing the new charges /amount due and advised her that it will take 1-2 billing cycles before she sees the reconciliation of both accounts on her bill. Ms. **** received the bill while on the line with us and has confirmed her issue is now resolved.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed up for constellation energy on April 28th. They promised a $75.00 rewards card. Several phone calls, many emails, and still no resolution. They do not respond, nor send me $75.00. No customer service or support!

  Business response

  07/03/2024

  Customer enrolled into a 12mo electricity plan via Web under offer code: ********. Rate selected is a 10.29¢/kWh for 12mo. Promo did not include an incentive however Constellation was offering a different 10.29¢/kWh for 12mo. with a $75 incentive. The request was honored.
  On April 7, 2024, customer submitted a request for contact via Constellation website. On April 11, 2024, Constellation attempted to contact customer however the phone number provided had a block preventing Constellation from connecting with the customer. There was not an option to leave a voicemail.
  On June 20, 2024, customer contacted Constellation via email and stated the following:
  On hold too long
  Recorded message for you
  You owe me $75.00 welcome gift
  Have not received it.
  No satisfaction calling you
  Or
  Emailing you
  Please answer or call
  And send my $75.00
  On 6.21.24, Constellation responded to customer’s email and advised the customer that our records indicated that the incentive was sent via email on 6.22.24. The customer was told that the email contains a link for redeeming the incentive and expires 90 days from the issue date. A reminder to check spam/junk email folder was also included in communication.
  On June 29, 2024, customer submitted a CSAT survey indicating that they have not received their incentive.  
  Constellation attempted to contact customer via phone on several occasions and was not able to connect due to the block issued on customer’s phone. Several emails were sent as an alternative communication with no response.
  
  Resolution: Customer claimed $75.00 incentive in the form of a Physical MasterCard on 7/3/2024 at 09:58 AM.
  
  Incentive History:
  06/22/2024 10:11 AM
  Order Created
  06/22/2024 10:11 AM
  Order Processing
  06/22/2024 11:00 AM
  Order Processed
  06/22/2024 11:01 AM
  Reward Sent
  07/02/2024 07:26 PM
  Reward Email Resent
  07/02/2024 08:54 PM
  Reward Email Viewed
  07/02/2024 08:55 PM
  Reward Email Viewed
  07/02/2024 08:56 PM
  Reward Email Viewed
  07/02/2024 09:31 PM
  Reward Email Viewed
  07/02/2024 09:31 PM
  Reward Email Viewed
  07/02/2024 09:32 PM
  Reward Email Viewed
  07/03/2024 09:48 AM
  Reward Email Viewed
  07/03/2024 09:49 AM
  Reward Email Link Clicked
  07/03/2024 09:52 AM
  Reward Claimed - Physical Mastercard® Reward (USD) - 6-Month
  07/03/2024 09:58 AM
  Reward Email Viewed

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business keeps harassing me for unpaid bills. ALL MY BILLS HAV BEEN PAID, ONE WAS LATE BECAUSE I WAS UNDER MEDICAL CARE.

  Business response

  06/19/2024

  Constellation’s records indicate that your account has a balance due in the amount of $177.34, of which, $44.94 is outstanding.   
  

  On May 14, 2024, the account was invoiced in the amount of $44.94 for the service period May 12, 2024, to May 13, 2024, due by May 31, 2024.  Constellation’s records do not indicate that a payment for that amount has been received. (Invoice available for review upon request)

  On June 13, 2024, the account was invoiced in the amount of $177.34 for the service period May 13, 2024, to June 12, 2024, due by July 1, 2024.  The amount due includes an unpaid balance in the amount of $44.94 and total new charges in the amount of $132.40. (Invoice available for review upon request)

  Constellation hopes this information brings clarity to your concerns. If you have any additional questions or need further assistance, please feel free to contact our customer support team. We are here to help and ensure your satisfaction.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently canceled my account with Constellation Energy. Account *********  They sent me Three separate bills for payment for the last period (March) to settle account. They continue to send bills for this closed account. I am now with *** for three Months They just sent me another Bill for $84.63

  Business response

  06/04/2024

  - On March 23, 2024, Mr. *******’s account was invoiced for the service period February 22, 2024 – March 22, 2024, in the amount of $186.66 due on or before April 9, 2024.

  - On March 28, 2024, Constellation received and accepted an inbound drop transaction with a service end date of April 1, 2024, for Mr. *******’s account.

  - On the same day, Constellation billed an early termination fee (ETF) in the amount of $99.00 in accordance with Mr. *******’s Agreement, which was not scheduled to end until December 7, 2024. An invoice was issued in the amount of $285.66 due on or before April 15, 2024.  This invoice includes an unpaid balance in the amount of $186.66 and total new charges in the amount of $99.00.

  - On April 1, 2024, the account dropped due to a switch.

  - On April 2, 2024, the account was invoiced for final usage for the service period March 22, 2024 – April 1, 2024, in the amount of $340.29 due on or before April 19, 2024.  This invoice includes an unpaid balance in the amount of $285.66 and total new charges in the amount of $54.63. 
  

  To date, Mr. *******’s account is closed with a remaining balance due in the amount of $84.63.
  
  Constellation’s hopes this information helps and appreciates the opportunity to address Mr. *******’s concerns.     

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Almost a year ago Constellation disconnected my service in the above 100 degree Texas heat leaving my kids and I without power. I was behind on my payments due to Covid but was in the process of getting assistance for my electricity bill. Constellation was aware and advised they wouldn’t disconnect my service. However they did anyway leaving us in the heat. My over $4,000 payment was received by Constellation and I requested it be returned so the com could send it to my current company as the money was not for Constellation as they disconnected my service and they weren’t entitled to any of it because I had paid the full balance of my bill out of my own pocket. They advised they were return the money and didn’t. After making multiple calls to the company and being lied to saying they returned the funds and they even gave me dates of when the funds were allegedly returned, obviously the money wasn’t returned. I ended up having to get the company who sent them the money to contact them and they were able to finally get the funds back almost 6 months later. I was able to find a company the same day to turn on my electricity so thankfully we weren’t without power for more than 15 minutes. However I requested Constellation to not contact me ever again due to the treatment and horrible service. I was shocked and applaud to see an email from Constellation today saying how wonderful of a past customer I was and they want me to come back and they would give me a discount off service. I would like for Constellation to remove me from every system they have. I will never in life use that company again. If they were the only company left I would take my changes without electricity seeing as though they will turn you off at any time even after saying they won’t. I want them to lose all forms of contact and not to ever contact me again. I would be great not to be reminded of my horrible experience with you company. So please lose all of my contact information. I’m feeling harassed

  Business response

  05/10/2024

  Constellation’s records do not match the claims as reported by Mrs. ******. Our records indicate that Mrs. ******’ Agreement with Constellation was terminated pursuant to Section 12 of her contract's Terms of Service:
  
  12. Remedies upon Default:
  If Customer defaults then, in addition to any rights and/or remedies available to Constellation in this Agreement, in law or in equity, Constellation may unilaterally terminate this Agreement and issue a "move out" transaction, and Customer shall be subject to and responsible for payment of any applicable Early Termination Fee. Thereafter, Constellation may calculate all amounts due under this Agreement and Customer shall pay those amounts within five (5) calendar days from the date of invoice. Customer shall be liable for payment of all fees related to and/or arising out of Customer's default, including without limitation, attorneys’ fees, court costs, collection fees, and demands for payment. If Customer defaults, then Customer may be required to reapply for electric service and pay a deposit in order to again become a customer.
  
  A notice regarding the termination of the account was issued on April 11, 2023.  (Notice attached) The account closed as of May 22, 2023.  Constellation confirms that an energy assistance payment was received on behalf of Mrs. ****** On June 19, 2023.  At the request of Mrs. ******, on August 16, 2023, the payment was refunded back to the energy assistance agency.  Additionally, the refundable deposit Mrs. ****** paid to start service with Constellation was applied to the remaining outstanding account balance, leaving a credit in the amount of $221.22, which was also refunded to Mrs. ******.  To date, the account is closed with a zero balance.
  
  Constellation recently launched a campaign inviting former residential customers to come back to us and receive a 10% discount off our current standard rates. Prior to the launch of this campaign, Mrs. ****** did not express that she wished to be placed on Constellation’s internal do not contact list.  As such, an email was sent to her. 
  
  At Mrs. ******’ request, Constellation has placed her on its internal do not contact list.

  Constellation apologizes for the inconvenience this matter has caused and appreciates the opportunity to address Mrs. ******’ concerns. 

  Customer response

  05/19/2024

  Unfortunately there has been storms and I have been out of power so I was unable o respond to your message until today. I don’t totally agree with the companies response considering I made multiple attempts to get them to return the over $4,000. It took multiple runaround attempts, multiple customer service calls, multiple management calls, multiple misinformation being provided before the company who submitted the funds had to call and finally get the money returned. They didn’t just return the money on the first attempt as they are trying to advise. That is neither here nor there. At the end of the day I’m 100% runs with there response to add me to a list where there is no further communication. I did respond to an email from them requesting not to receive further emails from them so the statement about me not being placed on a list seems to be an internal company issue and no fault of myself. As long as they don’t contact me ever again I’m fine with the response. However if I get contacted again I will reach back out and file additional complaints. Thanks

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am continuing to receive unwan*** advertisements from your company despite multiple requests for it to stop over the past couple years. I demand that the business put my address on their "do not mail" list and that it stays there permanently

  Business response

  04/01/2024

  At the request of Mr. ********, Constellation has added his address, phone number and email address to its internal do not contact list. 

  Customer response

  04/01/2024

  
  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.
  
  Sincerely,
  
  *** ********

*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. ↩