New York State Electric & Gas Corp

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***

I have reviewed [redacted] ? concerns and offer the following response to the above mentioned complaint.? ? NYSEG Supply Service consists of variable electricity supply and transition charges and a fixed delivery chargeCustomers may choose to purchase their electricity supply from a supplier other than NYSEG (also known as an energy services company or ESCO)If customer purchases their supply from an ESCO what they pay for their electricity supply will depend upon the agreement with their ESCOTheir NYSEG delivery and transition charges will remain the same with any choice they make.? Customers can visit the following website for a list of current suppliers:? http://www.nyseg.com/UsageAndSafety/energysupplier/electricitysuppliers.html? ? ? NYSEG and RG&E customers who are part of the day/night rate options may see an increase in their billing.? The bill increase is a direct result to the wholesale price increase due to an increase in demand and the frigid and historic low temperatures including for example those experienced during the month of January.? ? NYSEG and RG&E do not make any profit on the supply charges that appear on their bill.? If you would like to discuss the matter, please contact me at the phone number listed below.? I can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat Yours Sincerely,? Simone Williams? Appeals Department? ? NYSEG Executive Office

Revdex.com complaint ID # [redacted] ? ? ? ***Response to additional comlpaint [redacted] ? The company has reestablished the minimum payment agreement with the balance as reflected today 9/10/of $as they have qualified for the minimum payment agreement.? The account was also set on the Budget Billing program at $making the invoice amount $a month (plus the billing and payment service charge of $.74).? The account was issued the payment agreement offer.? Should Mr [redacted] contact the Revdex.com again please refer him to Mark at NYSEG at [redacted] ? ***Original Response [redacted] ? I have attempted to reach Mr [redacted] several time since the company received the complaint from the Revdex.com.? Each attempt resulted in no answer and a message stating “the person you are trying to reach as a mailbox that is not set up”.? I also attempted to reach the customer of record (Mr [redacted] is not the customer of record or an authorized party to discuss this account) which had the same result? I have sent him an “unable to reach letter” and held the account until 9/4/for him to respond to the letter.? Should Mr [redacted] contact the Revdex.com again please refer him to Mark at NYSEG at [redacted] ? Thank you, ? Mark L Analyst-Team NY Customer Appeals Department [redacted] ? v

? This letter is in response to the complaint received by the Revdex.com from Mr [redacted] regarding services being disconnected March 23, Mr [redacted] called NYSEG to advise that a NYSEG representative came to the door to shut off service.? Mr [redacted] called customer service and was asked to provide an address, the address he provided did not load in the systemThe representative asked for a meter number, the meter number would be used to locate the address to start serviceThe meter number was not provided, unable to put service in Mr [redacted] ’s name the services were disconnected per previous tenant’s requestMarch 26, Mr [redacted] provided necessary information and NYSEG was able to put services in his name, services were connected as of March 29, The previous tenant scheduled a move out since they no longer reside at the property? Mr [redacted] moved into the residence without setting up service in his name with NYSEGWhen the address was provided Mr [redacted] was able to get service in his name.? Mr [redacted] contacted NYSEG November was made aware to provide a meter number, he did not call again until March 23, Please see below the first interaction for the address was November 16, Sincerely, Simone, Analyst NYSEG Customer Appeals ? ? ? ?

I have reviewed Mr***'s concerns and offer the following response:Mr***'s service was interrupted at the above mentioned address as a result of a companyerrorMr***'s services were off for less than two hoursAs compensation for his loss ofelectric service for the timeframe in question the company has credited the account $forthe inconvenienceThe gas service was not turned off as we do not turn off gas meters wesimply read them off.Mr [redacted] stated (and rightfully so) he shouldn't be billed the extra day at the account that shouldhave been turned offTo compensate him for this the company had to prorate the use from thelast actual read on the account 1/3/to 1/10/As the screen shots from the invoicesbelow show he has been billed one less day and a total of 40Kwh.Original: Meter Curren Meter Read Previous Meter Read Reading Meter Billed BillingNumber Reading Date Reading Difference Multr Usage Period [redacted] A ·to "kwh dayS' 73846520/0FF I 01/11/U A 01/04/A 80kwh daysCorrection: [redacted] kwh 7days [redacted] 70kwh 7daysMr [redacted] will be receiving the corrected invoice in the mail and will be able to see the $20.00credit on his current account when the next invoice issuesIf you would like to discuss thematter, please contact me at the phone number listed belowI can be reached Monday throughFriday between hours of 8:00a.mand 4:p.mat 1.800.231.2888.Yours sincerely, Mark [redacted] ·Appeals Department NYSEG Executive Office

Prior to this office receiving this case from the Revdex.com Mrs [redacted] ’s concerns had been addressed.? The pole in question has been set and service will be installed within business days.? I spoke with Mrs [redacted] and she is satisfied at this time.? If the Revdex.com or Mrs [redacted] has any further concerns regarding this matter I can be reached at Thank You, Mark [redacted] ? NYSEG Executive Office

Please see attached as company's response to concerns.? Please note date on the letter as original response to Revdex.com was sent then.January 5, 2017RE: Revdex.com Case #: [redacted] NYSEG Account#: [redacted] Mr [redacted] Dear ***I have reviewed Mr [redacted] 's concerns and offer the following response:In the case of momentary outages that may happen as a result of any planned orunplanned minor work or repairs on the lines that need to be made the company willattempt to contact customers in person on the day the work will be done to advise thatan outage could occur (with the estimated down time)In the event of a longer plannedoutage correspondence is issued to the customer in advanceNYSEG makes everyeffort to advised all customers of potential loss of service.Should any customer feel that loss of service (other than for credit reasons) hasdamaged their property they can contact NYSEG's damage at either [redacted] or at [redacted] **If you would like to discuss the matter, please contact me at the phone number listedbelowI can be reached Monday through Friday between the hours of 8:a.mand4:00p.mat [redacted] Yours sincerely,Mark L [redacted] Appeals DepartmentNYSEG Executive Office

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me? I do, on the other hand, believe that NYSEG should change procedures in their billing department where they wouldn't deem Kwh usage "implausible", as this forces a representative to change the actual reading and creates a much higher bill in the future.? Regards,? [redacted] ***

I spoke to Mr [redacted] this morning.? I advised him that his account was on the company’s minimum payment agreement; that payment agreement recently deactivated for credit reasons.? That agreement can be set back up and the account brought current with payment of $138.42.? Mr [redacted] states he will be making that payment by 6/23/at NYSEG’s local office.? I advised him once he makes that payment to contact me directly (my contact information was provided) and we can make sure his account is set back on the payment agreement and current.? Mr [redacted] understands he must contact me for this to occur.? Mr [redacted] is satisfied at this timeIf the Revdex.com or Mr [redacted] has any further concerns regarding this matter I can be reached at 1.800.231.2888.? Thank You, Mark [redacted] NYSEG Executive Office? ? ? Tell us why here

This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding unbilled gas consumption usage for Gas meter located at [redacted] Ms [redacted] has not been billed for gas consumption from May 6, to March 6, please see belowThe invoices registered zero consumption monthly which was reflected on the invoices the customer received.? According to the HEFPA guidelines, under section Meters and Back Billing, NYSEG can back bill a customer for unbilled consumptionNYSEG has billed per the letter below March 7, to February 18, Ms [redacted] is being billed for the most recent year of her gas consumption.? ? In conclusion, gas has been used at the addressThe meter stopped registering consumption May Two years of gas consumption was not billed to the customerThe customer actively lives at the address, gas would be consumed especially during the winter monthsMs [redacted] is being billed one year of gas consumption out of nearly three years of not being billedNYSEG provided correspondence to explain the process for the customer’s reviewAn installment plan was offered to assist the customer with the cost of the invoice.? ? ? Sincerely,? ? ? Simone, Analyst? NYSEG Customer Appeals ? ?

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding the delivery charges for service located at [redacted] *** January 30, the most recent invoice was mailed, the delivery line item was not higher than the usage charges Please see below the invoice, the delivery charges section on the invoice reflects the cost of delivery for energy used, state mandated charges and any applicable taxesThe charges are separate line items, following the charges NYSEG provides a list of definitions to explain the charges for the customer review In conclusion the charges are accurate, [redacted] is being billed for the energy that is being used and all state mandated charges and any applicable taxes Sincerely, Simone, Analyst NYSEG Customer Appeals

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below The attempts to reach me were during my work hours and I could not answer at those times? I have been authorized on the account for years since I had to pay $for a termination at that time? NYSEG has been making alot of mistakes and trying to hold us accountable lately including but not limited to estimating oyr usage for months and then sending us a bill for the difference and expecting a low income family to pay months worth in one shot, and not switching all information like myself being authorized on the account when we moved? My fiance has made an agreement with NYSEG but I am not going to end my complaint until they hold up their end of said agreement of placing our entire balance of $in a payment agreement of $extra per month for a total of $per month with $down payment? I will email when said agreement is complied with.? Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

The attached letter and invoice was sent to Ms [redacted] in response to her concerns The only mailing address on file for her is the address from the case however all indications point to the fact that she most likely resides thereThis letter will serve to acknowledge your case, referenced above, with the Better Business Bureau (Revdex.com)I have attempted to reach you by phone but have been unsuccessful other than leaving you voicemails on the phone number you provided to the Revdex.com ( [redacted] )NYSEG records show that service was in your name at the above mentioned address from 2/5/to 7/22/According the final invoice sent to you on 7/27/(that you actually requested a copy of on 9/19/and I have enclosed with this correspondence) the account ended with a balance owed to NYSEG of $Since that was not paid accordingly the company sent your information to the collection agency of Penn Credit on 8/27/There were no payments or arrangements made with Penn Credit in the year following which resultedin your account being sent to Solomon & Solomon (6/15/2016) to further attempt to collect on the balance owedSince the balance was sent to them in June that is what they are reportingas an opening dateThe balance owed is clearly from a final invoice sent to you on 7/27/ This is a valid balance owed by you In regards to the company discussing your information with another party other than yourself company records indicate that other than your call to the customer relations center on 9/16/(as mentioned above) there has been no conversation regarding your account since 3/9/2015when you called to complete a financial statement If you would like to discuss the matter, please contact me at the phone number listed belowI can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat Yours Sincerely, Mark [redacted] Appeals Department NYSEG Executive Office

Yesterday 8/8/I contacted Mr [redacted] and addressed his concerns I advised him his opinions would be taken into consideration He was satisfied with the resolution Should Mr [redacted] or the Revdex.com have any further questions regarding this matter please contact me at the phone number listed below I can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat Mark [redacted]

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint NYSEG Supply Service consists of variable electricity supply and transition charges and a fixed delivery chargeCustomers may choose to purchase their electricity supply from a supplier other than NYSEG (also known as an energy services company or ESCO)If customer purchases their supply from an ESCO what they pay for their electricity supply will depend upon the agreement with their ESCOTheir NYSEG delivery and transition charges will remain the same with any choice they make Customers can visit the following website for a list of current suppliers: [redacted] NYSEG and RG&E customers who are part of the day/night rate options may see an increase in their billing.The bill increase is a direct result to the wholesale price increase due to an increase in demand and the frigid and historic low temperatures including for example those experienced during the month of January.NYSEG and RG&E do not make any profit on the supply charges that appear on their billIf you would like to discuss the matter, please contact me at the phone number listed below I can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat ###-###-#### Yours Sincerely, Simone W [redacted] Appeals Department NYSEG Executive Office

I spoke with Marc at NYSEG and he stated the response attached was for the wrong customer and he stated he spoke with the consumer, took a payment, and set up payment plan, and she is all set, complaint should be resolved

I have reviewed Ms [redacted] 's' concerns and offer the following response to the above mentioned complaint.? According the company's outage restoration information the service for Ms [redacted] wasrestored approximately 8:12PM on October 31, 2017.? Further, Estimated restoration times may change as we work to restore powerWe encourage customers to check back regularly by either calling in on the electric emergency line (1.800.572.1131) or visiting NYSEG's outage page at www.NYSEG.com/outagesThe term, "Assessing", may appear if we have not yet completed our investigation of repairs that need to be madeOutage information is updated as conditions change and new information is receivedThere is also information on the back of this letter explaining the restoration processIt should also be noted the company is not responsible for customer loss due to circumstances beyond the company's control which in this particular case is a unprecedented wind stormIf you would like to discuss the matter, please contact me at the phone number listed belowI can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat [redacted] Yours sincerely, Mark L [redacted] Appeals Department NYSEG Executive Office

This is an update on my caseThe email I received from your company stated that I had to restate what I wanted from NYSEC to rectify my complaintI am requesting NYSEC to either send a landscaping company to prune damages trees correctly, or if trees are unsalvagable then I want the mutilated trees removed and new trees plantedI have sent you a photo of the two decapitaed trees in front of my home that now diminishes the curb appeal of my home and the value of my propertyIt is an eyesorePlease reply

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]