New York State Electric & Gas Corp

NYSEG's Appeals department contacted Mr [redacted] on 12/10/I advised Mr [redacted] at that time the company would research his concerns and get back to himI advised Mr [redacted] by voicemail that he was correct that NYSEG did do the digging however this was a joint project between NYSEG and VerizonThe agreement between the two companies was that NYSEG would do the digging and Verizon would do the clean-upNYSEG contacted their contact person at Verizon who confirmed that Verizon's contractor would be calling Mr [redacted] to discuss the cle(NYSEG provided Verizon with Mr [redacted] 's contact information)Mr [redacted] should be satisfied with NYSEG's response to his concernsI provided Mr [redacted] with my contact information and asked if she had any further questions to contact meIf you would like to discuss this matter, please contact me at the phone number listed belowI can be reached Monday through Friday between the hours of 8:a.mand 4:00p.mat 1.800.231.2888? Sincerely, Mark [redacted] Appeals Department? NYSEG Executive Office

? Revdex.com complaint ID # [redacted] ? [redacted] , [redacted] ? I spoke to Mr [redacted] today.? I advised him that the company will provide any customer service as soon as possible schedule permitting.? The company per the Home Energy Fair Practice Act must provide service within five business days.? Mr [redacted] to his own admission delayed calling in; had he called as soon as he knew he needed service turned on the company most likely would have been able to accommodate the date he wanted.? The company was able to get his service turned on today.? He understands and has been provided my contact information.? Should he contact the Revdex.com again, please refer her to Mark at NYSEG ? Mark L [redacted] Analyst-Team NY Customer Appeals Department Phone # ###-###-#### Fax# ###-###-#### Email: ***[redacted] @***.com ? v

Revdex.com complaint ID # [redacted] [redacted] , [redacted] I spoke to Mr [redacted] today I advised him that the company will provide any customer service as soon as possible schedule permitting The company per the Home Energy Fair Practice Act must provide service within five business days Mr [redacted] to his own admission delayed calling in; had he called as soon as he knew he needed service turned on the company most likely would have been able to accommodate the date he wanted The company was able to get his service turned on today He understands and has been provided my contact information Should he contact the Revdex.com again, please refer her to Mark at NYSEG Mark L [redacted] Analyst-Team NY Customer Appeals Department Phone # ###-###-#### Fax# ###-###-#### Email: ***[redacted] @***.com v

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 belowAlso I have tried to contact them and just get sent to voicemailI have had no response back I would like my matter to be resolved in the fashion I had requested it to be thank you? Regards, [redacted]

? This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding service located at [redacted] ? NYSEG’s records indicate Ms [redacted] moved out January 8, 2018, an actual read was recorded by NYSEG on that date to finalize the account.? The final invoice reflects the company readsThe reading is correct, since the customer has moved a read has been provided to the company and falls in line with previous usagePlease see below meter read history and the most recent invoices The billing is accurate; Ms***, per the company reads used more energy during the dates of service December 12, to January 8, During that time frame the weather was artic, temperatures below zero with the wind chillMost of the east coast registered at single digits or below due to winter storms that impacted the entire east coastElectric and gas meter reads since Ms [redacted] has moved out have fallen in line with the final reading obtained by the company January 8, Sincerely, Simone, Analyst NYSEG Customer Appeals ?

I spoke to Ms [redacted] on 3/31/2016.? I advised her that the company would reinstate her payment agreement with payment of $194.97.? She had agreed at the time of our conversation to call me today (4/1/2016) to make said payment.? Ms [redacted] was satisfied at the time.? I had send her an "unable to reach letter that clearly stated her name/address/account number as well as the Revdex.com case #.? I am not sure of the letter she is referencing.? NYSEG considers this case closed and customer satisfied.? Any questions please call Mark L [redacted] at NYSEG [redacted]

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 Ms***'s concerns and offer the following response to the above mentioned complaint NYSEG is required to maintain safe clearance between vegetation and the electric linesIn order to do so the company routinely hires qualified line clearance contractors to trim/prune vegetation to comply with industry standardsIn July on two different days [redacted] ***left door knockers at the location (to which Ms [redacted] acknowledges contact was made) to advise of the upcoming workThe company did not hear from her and proceeded accordinglyAs mentioned previously industry standards were followed in regards to clearance specifications In order to assist Ms [redacted] with her concerns NYSEG offers to take the trees down to the stumps and remove the debris 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 L [redacted] Appeals DepartmentNYSEG Executive Office

I have reviewed Mr***'s concerns and offer the following response: The service listed above was a new construction with the meter activated on 6/15/with a read of zeroThis is an heating electric meterUse was very low until November At that time the heat would have been turned on an use naturally would have increasedThe company read the meter 10/5/and again on 12/5/during that day period the meter recorded KwhThe meter was not read again until 2/2/where it was read at (which would have billed Kwh)This came back as "implausible" and was rejected by the billing systemA representative reviewed this and changed the read to This resulted in the account not being properly billed the other 10,KwhThe next actual read was taken 4/3/at which verified the read was correct and since the reads are sequential it billed out according which shows use in one month as KwhThis is not correct as the 2/2/read should have been not the company adjusted I have had the reading adjusted back to the correct on 2/2/which will actually lower the charges because the supply rate for February was lower than AprilI have enclosed the previous invoices and the new invoice for comparisonIt is also highly suggested that Mr [redacted] contact NYSEG to get on the customer read program 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 [redacted] Yours sincerely, Mark [redacted] Appeals Department NYSEG Executive Office

I spoke to Ms [redacted] on 3/31/ I advised her that the company would reinstate her payment agreement with payment of $ She had agreed at the time of our conversation to call me today (4/1/2016) to make said payment Ms [redacted] was satisfied at the time I had send her an "unable to reach letter that clearly stated her name/address/account number as well as the Revdex.com case # I am not sure of the letter she is referencing NYSEG considers this case closed and customer satisfied Any questions please call Mark L [redacted] at NYSEG [redacted]

Account Number: [redacted] ? This letter is in response to the complaint received by the Revdex.com from Mr [redacted] regarding the NYSEG refrigerator recycling program for his service located at? [redacted] NYSEG’s refrigerator recycling program team reached out directly to Mr [redacted] 11/8/The pickup for the refrigerator has been scheduled for 11/9/and Mr [redacted] received an apology for the refrigerator not being picked up 11/7/Mr [redacted] is satisfied with the new appointment date of 11/9/Sincerely,? Simone, Analyst? RG&E Customer Appeal ? ? ? ? ? ? ? ? ? ? ? ?

Attached letter was sent to Mr [redacted] When he responds his concerns will be addressedISince I have been unable to reach you, I am sending you this letterIf 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

Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Thank you so much for your time in this matter.? I really appreciate your help Regards, [redacted] ***

I have reviewed Ms***’s concerns and offer the following response:Ms [redacted] had a balance of $from [redacted] When she moved to the above location that balance was transferred to her current account and the minimum payment agreement she was on was transferred to her current account From that point forward the terms of the agreement are to pay in full and on time every month If payments are not made in full and on time every month the agreement will deactivate and the full balance becomes due (as noted on reminder notices sent when the account is past due) This has happened twice on this account since the account was opened 9/2/In regards to the most recent disconnection of service a reminder notice was issued on 11/24/requiring $to be paid by 12/5/or a disconnect notice would be issued Since the payment was not made a final termination notice was issued requesting $to be paid by 12/23/(minimum payment agreement was deactivated) Ms [redacted] called in on 1/17/and was advised that she could get back on the minimum payment agreement and avoid disconnect with payment of $at which time she paid $and advised she could pay the remaining $by 1/20/ The $payment was not paid and service was correctly disconnected on 1/24/Ms [redacted] contacted the company on 1/24/after the service had been disconnected and paid the remaining $to have the service reconnected (and be placed back on the minimum payment agreement) At that time she was advised reconnection will be within hours and breakers must be off for the company to safely reconnect the service The company was there at 2:pm and found a load on the meter (breakers were not off) and the service was left off Ms [redacted] contacted the company again regarding reconnection on 1/25/and she was advised there was a load on the meter and the company was unable safely reconnect the service (it should be noted that a reconnection order is fit into an already scheduled day which is why a hour reconnection period is approved by the New York State Public Service Commission) She was advised breakers again and that the company had another hour window for reconnection The company safely reconnected the service on 1/26/ In conclusion, NYSEG has honored her payment agreement from her previous account and provided her safe, reliable service It is only at times when payments are not made in full and on time when the possibility of credit issues arise At this time the account has only current charges due of $(by 2/10/2017) and the account is on a minimum payment agreement The company made no error in the disconnect or reconnect of this service and will not be adjusting the account balance 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, Mark [redacted] Appeals Department NYSEG Executive Office

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 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 belowThe letter that is attached to there response is for [redacted] and an RG and E accountMy name is [redacted] and my account is with NYSEGI cannot accept it because it is not regarding my account, it's for someone else.? Regards, [redacted]

The company received a case ( [redacted] )? from the NYS Public Service Commission.? This matter will be handled through them

Dear ***, This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding her billing for her service located at [redacted] NYSEG’s billing team reached out directly to Ms [redacted] September 19, in an attempt to schedule a meter readA meter read was scheduled September 20, to determine the validity of the billingThe read did fall in line with the prior company read indicating the balance of $is accurate The billing team provided an explanation that the month prior was estimated kwh too lowMs [redacted] advised she did not receive her ? ? Further provided an over the phone analysis of appliances and the usage of those appliances based off the information Ms [redacted] provided Ms [redacted] was placed on the card read program where she will receive a reminder for her to provide a read to avoid estimated meter reads.? Ms [redacted] was offered an affordable plan allowing her to make monthly payments in addition to her current bill Sincerely, Simone, AnalystRG&E Customer Appeals ? ?

Dear ***, This letter is in response to the complaint received by the Revdex.com from [redacted] E [redacted] regarding the Arrears Forgiveness Program for service located at [redacted] Ms [redacted] does not qualify for Arrears Forgiveness at this time; the threshold for Arrears Forgiveness is maximum $Ms [redacted] ’s currently has a total balance of $February 28, a supervisor called Ms [redacted] and provided options to reduce the balance to become eligible for Arrears ForgivenessThe supervisor provided their direct number to answer any questions Ms [redacted] may have going forwardIn conclusion, Ms [redacted] has direct contact with the appropriate team that can enroll her in the Arrears Forgiveness program once she reduces the balances to the threshold for the programSincerely, Simone, Analyst RG&E Customer Appeals

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 propertyMr [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 ? ? ?