LANSING, MI – The Michigan Public Service Commission today completed its investigation of issues surrounding DTE Energy Co.’s new billing system. The examination was prompted by customer concerns over incorrect shutoffs and statements.
Shortly after DTE started using SAP Customer 360 in 2017, MPSC Staff received numerous complaints through its Customer Assistance Division about improper shutoffs and billing errors. In December 2017, the MPSC opened an investigation (Case No. U-18486), followed by a February 2018 show cause order (Case No. U-20084) to determine how widespread the problems were and whether DTE was resolving them properly and promptly.
In December 2018, the MPSC approved a settlement that fined DTE $840,000 for violating the Commission’s Consumer Standards and Billing Practices for Electric and Natural Gas Service. The Commission also ordered the utility to submit a final report within 60 days detailing its implementation of SAP Customer 360 and identifying steps for improvement.
DTE’s report, which was submitted on Feb. 18, acknowledged system-related problems that included erroneous shutoffs, delayed or incorrect billings, and inappropriate consecutive estimated bills. The company said in the report that it continues to address issues with its BudgetWise Billing program, collective invoicing, and assessing duplicate reconnection fees for some natural gas customers.
Customers who have unresolved complaints with their local utility can call the MPSC’s Customer Assistance hotline at (800) 292-9555 or file a complaint online.