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Citizens Energy messes up: Customers get check by mistake

They don't get to keep the money
Posted at 7:55 PM, Dec 22, 2020
and last updated 2020-12-22 19:59:12-05

INDIANAPOLIS — "This check ain’t got no wings on it. It has horns and a tail. This check gets you in trouble,” said Antoinette Turner.

Turner wasn’t expecting a Christmas miracle but when a bonus showed up on December 8th in the form of a check for $294 from Citizens Energy Group, she didn't question it. “I got it in the mailbox the next day I went to the bank. I cashed the check,” said Turner.

It was too good to be true. The next day she found out just what was wrong with the check when her bank account was pushed into the negatives because it turns out the check was no good.

“I called citizens I spoke with one of the managers and she explained to me the check was in error,” said Turner.

According to Citizens Energy Group, 1500 customers received a check that was sent out by mistake claiming to be a credit refunded by check. The company says once it realized its mistake, it stopped payment on the checks and started alerting customers.

It was too late for her. Turner says she still hasn't gotten that letter in the mail and she worries she isn't the only one. “We are going through a crisis and anybody that receives a check in their name. You are going to cash it,” said Turner.

Citizens Energy Group apologized for the inconvenience the mistake may have caused customers. They tell WRTV those affected should call them if they need to make flexible payment arrangements on their bill. If customers were able to cash the check, the amount will be billed back to their accounts.

Here is a statement from Citizens Energy Group:

Citizens Energy Group recently discovered that due to a computer system error, refund checks mistakenly went out to about 1,500 customers. Customers getting the mistaken refund received a letter indicating Citizens has stopped payment on the checks and cancelled the refunds. Customers were asked to destroy the check at their convenience, with no further action required. Customers who were able to cash the check will have the amount charged back to their utility account.

We apologize for any confusion or inconvenience this error caused. If customers have any questions about their account, or if they need to make flexible payment arrangements on their bill, please contact our Customer Service Contact Center by email at CustomerCare@CitizensEnergyGroup.com or by telephone at (317) 924-3311. Our hours of operation are 7:00 a.m. to 7:00 p.m. Monday through Friday and 9:00 a.m. to 1:00 p.m. Saturday

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