New York State Electric & Gas Corp.

Please see the attached response.  Should you have any questions or need
additional information, please call [redacted] at 1-800-231-2888.
Appeals contact was made today with Ms. [redacted]. As requested, a monthly deferred payment agreement for the final account balance has been...

negotiated and activated.  A letter will be mailed to Ms. [redacted] verifying the above case resolution. Ms. [redacted] is  satisfied and she has been given my name and phone#. She agreed to call me back if needed.  Should you have any questions or need additional information, please feel free to contact me at1-800-231-2888, Monday through Friday between the hours of 8:00a.m. and 4:30p.m.  Sincerely,  [redacted]  NYSEG   Executive Office  Appeals Department

NYSEG's Appeals department contacted Mr. [redacted] on 12/10/2015. I advised Mr. [redacted] at that time the company would research his concerns and get back to him. I advised Mr. [redacted] by voicemail that he was correct that NYSEG did do the digging however this was a joint project between NYSEG and...

Verizon. The agreement between the two companies was that NYSEG would do the digging and Verizon would do the clean-up. NYSEG contacted their contact person at Verizon who confirmed that Verizon's contractor would be calling Mr. [redacted] to discuss the clean-up (NYSEG provided Verizon with Mr. [redacted]'s contact information). Mr. [redacted] should be satisfied with NYSEG's response to his concerns. I provided Mr. [redacted] with my contact information and asked if she had any further questions to contact me. If you would like to discuss this matter, please contact me at the phone number listed below. I can be reached Monday through Friday between the hours of 8:00 a.m. and 4:00p.m. at 1.800.231.2888  Sincerely, Mark [redacted] Appeals Department  NYSEG Executive Office

This letter is in response to the complaint received by the Revdex.com from Mr. [redacted] regarding new service located at [redacted].  NYSEG’s Energy Services Installation team was awaiting the road permit from the State of New York. The permit was...

received 10/23/2017. The Permit was forwarded to the appropriate field planner to begin the process of new service for the address [redacted]  Mr. [redacted] was advised the line clerk will contact Dig Safe NY on his behalf to have the lines marked at the new property. Once the lines have been marked NYSEG has 10 business days to dig and install the pole at the new address weather/emergency services permitting.  11/7/2017 Mr. [redacted] was updated by a supervisor of the Energy Services Installation team reviewing the process for the completion of the project. Sincerely,  Simone, Analyst  RG&E Customer Appeals

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.  I feel that the company did not even cover the issues that are the real problem such as being blatantly lied to by customer service about sending an emergency tech as well as a after hours call then being called a liar by both customer service and the absolutely rude and disrespectful tech as they call them that they sent to my house. The company acts as though a messealy 25$ is the solution to the horrible customer service not only over the phone but in person as well. Personally a 25$ band aid is not a acceptable solution to these issues.  Regards, [redacted]

Please see the attached response and documentation.  Should you have any questions or need additional information, please contact Rebecca J[redacted] at ###-###-####.  Thank you. NYSEG's Appeals department has made 2 phone contact attempts to Ms. [redacted] and a voice mail message has been...

left each time asking she return the call. A letter will also be mailed today asking she contact NYSEG Appeals department. Contact name and phone # information was left with each voice mail message and is also provided in the letter. A review of the account confirms all required financial documentation has been received verifying the account eligibility for a deferred payment agreement. A deferred minimum payment agreement was activated 6/14/2015.  NYSEG's Appeals department cannot address the case concerns without the speaking to Ms. [redacted]. Should you have any questions or need additional information, please feel free to contact me at ###-###-####, Monday through Friday between the hours of 8:00a.m. and 4:30 p.m. Sincerely,Rebecca J[redacted]NYSEG Executive OfficeAppeals Department

This letter is in response to the complaint received by the Revdex.com from Ms. [redacted] regarding billing for service located at [redacted].   NYSEG’s records show the invoice for $1150.26 was based off a company read which fell in line...

with previous reads the bill was accurate. NYSEG has access to the electric meter outside; NYSEG gets read regularly every other month. The account is electric only with electric heat. NYSEG Supply Service consists of variable electricity supply and transition charges and a fixed delivery charge. Customers 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 ESCO. Their 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. NYSEG has enrolled Ms. [redacted] in the meter reading program to avoid estimates on the months NYSEG does not come out.  Ms. [redacted] is on an installment plan, where she pays monthly to reduce the larger balance in addition to her current month’s charges. The cost of electricity for the month of January was a direct result of the historic frigid temperatures.  Sincerely,   Simone, Analyst   RG&E Customer Appeals

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 Mr. [redacted]'s concerns and offer the following response:  The service listed above was a new construction with the meter activated on 6/15/2016 with a  read of zero. This is an heating electric meter. Use was very low until November 2016. At that  time the heat would have...

been turned on an use naturally would have increased. The company read the meter 10/5/2016 and again on 12/5/2016 during that 61 day period the meter recorded 4454 Kwh. The meter was not read again until 2/2/2017 where it was read at 18792 (which would have billed 14338 Kwh). This came back as "implausible" and was rejected by the billing system. A representative reviewed this and changed the read to 8792. This resulted in the account not being properly billed the other 10,000 Kwh. The next actual read was taken 4/3/2017 at 32458 which verified the 18792 read was correct and since the reads are sequential it billed out according which shows use in one month as 21894 Kwh. This is not correct as the 2/2/2017 read should have been 18792 not the company adjusted 8792. I have had the reading adjusted back to the correct 18792 on 2/2/2017 which will actually lower the charges because the supply rate for February was lower than April. I have enclosed the previous invoices and the new invoice for comparison. It 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 8:00 a.m. and 4:00 p.m. at [redacted]  Yours sincerely, Mark [redacted] Appeals Department  NYSEG Executive Office

I have reviewed Mr. [redacted]’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 charge. Customers 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 ESCO. Their 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 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 8:00 a.m. and 4:00 p.m. at ###-###-####.   Yours Sincerely,  Simone W[redacted] Appeals Department NYSEG Executive Office

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.I was away for a few days, I just got back and returned Mark from NYSEG's phone call. After leaving a message, he did promptly call me back. I do thank him for this.   However after discussing with him about my complaint,  he assures me that when I made a payment online that it tells me that I must call to tell customer service that I have made a payment online. I do NOT recall this, as nothing was different from when I normally make a payment...  if they are not going to have a program that generates a report every morning to see payments posted to accounts, then I think they need to make the payment process online a little different when you are in collections vs. just making a routine payment... this alerting a individual that does not normally go into a 'termination process' that something different needs to be done other than just posting a payment. PS. One of my messages from while I was away was from NYSEG (automated line)  that I need to make a payment or my services will terminated.. this is from my balance that was due July 3rd and having this whole incident happen just last week. They are absolutely ridiculous. 
Regards,
[redacted]

This letter is in response to the complaint received by the Revdex.com from Mr. [redacted] regarding his budget billing for service located at [redacted] [redacted]. November 20, 2017 Mr. [redacted] spoke with a NYSEG customer service representative...

regarding his invoice and budget billing. The balance was discussed and the option was provided to Mr. [redacted] to spread out the balance throughout the course of 12 months. Mr. [redacted] accepted.    January 24, 2017 Mr. [redacted] called into NYSEG and spoke with a representative for 12 minutes 45 seconds in regard to the budget.  During that conversation Mr. [redacted] was on the budget for two months and reviewed his January 2017 invoice with the NYSEG customer service representative. It was explained to Mr. [redacted], the budget is based off of the previous 12 months of usage, how to review the budget balance after payment on page one, how to review actual charges on page 3 and he was signed up for meter reminders to avoid estimated meter reads.  Mr. [redacted] receives invoices in the mail monthly. Page one of the invoice reflects the budget billing summary which provides details for usage and cost while on budget.  In addition to the budget details printed on page one of the monthly invoice he was provided the tools January 24, 2017 to review the invoice to avoid a deficit at the end of the budget year.  In conclusion, there will be no compensation for the amount accrued for the 2017 budget year. Mr. [redacted] received the invoices monthly where there is a summary reflecting usage and balance. Mr. [redacted] also discussed budget with a NYSEG customer service representative in depth to understand the budget. The balance that came forward has been spread out throughout 12 months to make it more affordable for Mr. [redacted] to pay.  Sincerely,  Simone, Analyst  RG&E Customer Appeals

This letter is in response to the complaint received by the Revdex.com from Mr. [redacted] regarding the gas charges for service located at [redacted].  NYSEG customers have not seen a significant increase in gas pricing. The gas rate for the months of...

November 2017 through January 2018 has been .37 cents to .39 cents.  Please see below. In conclusion the gas rates have not drastically increased.  Sincerely, Simone, Analyst   NYSEG Customer Appeals

Dear Mr. [redacted], This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com).  Since I have not heard back from you since we briefly spoke on 9/7/2016 I am sending you this information as the company’s position regarding your concerns....

There are two components to any reconnection of service; one being satisfactory payment arrangement on the balance owed and the other having the breakers off for a safe reconnection. Per the Home Energy Fair Practices Act (HEFPA) once arrangements are made the company has a window of 24 hours to reconnect service.  The company attempted reconnection within two hours of reconnection arrangements however the breakers were not off and the company could not safely reconnect the service.  When you called back in to ask when service would be reconnected you were advised the company already attempted but could not at that point you were advised again what needed to be done and that service again would be reconnected within 24 hours.  Below is a timeline of the events:7/2/2016 –A final termination notice issued to the mailing address advising                                    ...⇄ $141.11  was required by 7/21/2016 to avoid interruption of service.8/29/2016 (9:43am) – Service was interrupted for nonpayment.8/29/2016 (10:11am) – Payment arrangements were made and notification was issued for reconnect.  You were advised to have his breakers off and service would be reconnected within 24 hours.8/29/2016 (11:26am) – Company was at location to reconnect service.  It was discovered that there was a load on the meter (meaning breakers were not off) and service could not be safely reconnected.8/29/2016 (2:35pm) – You contacted NYSEG to inquire when service would be reconnected and you were advised the company was there but could not safely reconnect service because there was a load on the meter.  Another notification was issued and he was advised It would now be another window of 24 hours for reconnect.8/30/2016 (12:48pm) – Service was restored.Had the breakers been off at the initial reconnection attempt service would have been restored accordingly.  Since the company was not able to reconnect because that condition wasn’t met the company has another window of 24 hours to reconnect the service from the time the second notification was entered.  The company completed the reconnect within the 24 hour window of the second notification. There is no refund warranted.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 8:00 a.m. and 4:00 p.m. at ###-###-####.Yours Sincerely, Mark L[redacted]Appeals DepartmentNYSEG Executive Office

I have reviewed [redacted]’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 charge. Customers 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 ESCO. Their 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 8:00 a.m. and 4:00 p.m. at [redacted].   Yours Sincerely,   Simone W[redacted] Appeals Department   NYSEG

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 meter is not blacked and has not been blocked.. how was there a bush in the way one day and not there the other day? This is a blantent lie by NYSEG to avoid responsibility for not completing their work. I have the bill right in front of me that showed an estimate not one or two months but three months in a row.. NYSEG is lying when they say there was a bush that prevented them from reading my meter. There was no bush and if there was how exactly did it get moved by the time they are saying they actually read it? Common sense would tell you that bushes and trees have roots and cannot simply be moved.. so this bush they are claiming must have just uprooted and left because upon inspection I can verify there was no bush then, there is none now. I never took any bush off my property so I'm pretty interested to hear how NYSEG was able to get around the Bush the 8th but not when. They were supposed to read it.. the FACT OF THE MATTER IS that NYSEG is lying about a bush being in the way because I never changed anything, cut anything, or moved anything and miraculously they could read it one day and not the other.. NYSEG IS RUINING PEOPLE'S CREDIT AND LIVES.. THIS IS THE SECOND TIME THIS COMPANY HAS DONE SOMETHING LIKE THIS TO ME. They don't do their readings and just put an estimate and then months later want to hit you with a bill that is impossible to pay.. how can you expect someone on a budget to pay all this extra money just because your company was too lazy to do a read.. my boyfriend is home all day every single day.. wouldn't a company that actually cared about their customers ALERT THE CUSTOMER THAT THERE WAS AN ISSUE? ?? I ONLY FOUND OUT ABOUT THIS BUSH (WHICH DOESN'T EXIST AND I CAN PROVE THAT WITH PHOTOS.. YOU WILL SEE, NO BUSH, NO STUMP FROM A REMOVED BUSH.. ABSOLUTELY NOTHING IS BLOCKING OR HAS BEEN BLOCKING MY METER.. THAT HOUSE HAS BEEN THERE OVER 30 YEARS.. THERE HAS NEVER NEVER NEVER NEVER BEEN AN ISSUE WITH METER READS EVEN IN THE WINTER.. NOW ALL OF A SUDDEN THERE WAS A BUSH THAT WASN'T THERE FOR THE LAST 3 YEARS I'VE LIVED THERE AND ISN'T THERE NOW THAT PREVENTED THEM FROM DOING THEIR JOB AND MAKING SURE I GOT CHARGED RIGHT SO THAT I WOULDN'T BE STUCK WITH A HUGE BILL BECAUSE THEY DON'T DO READS WHEN THEY ARE SUPPOSED TO..  FOR ALL THOSE REASONS I DENY THE BUSINESSES RESPONSE AND ASK THAT THEY SHOW ME WHERE IN THE LAST 3 YEARS HAVE THEY EVER HAD A BUSH IN THE WAY FROM THEM READING.. IF IT HASN'T BEEN AN ISSUE FOR THE LAST 3 YEARS WHY WAS IT AN ISSUE THIS ONE TIME.. I'D BELIVED YOU HAD YOU SAID IT WAS A CAR OR A BIKE OR ANYTHING BUT A BUSH THAT DOESN'T EXIST. 
Regards, [redacted]

I have reviewed Mr. [redacted]'s concerns and offer the following response to the above mentionedcomplaint.The company attempts to read the meter every other month with an estimate in the interim months. Inregards to the electric readings the company has been able to read the meter consistently every...

othermonth. In the case of the gas meter the company has not been able to gain access to the basement wherethe gas meter is located since December 2016. A customer read was obtained on 12/13/2017 with acompany read on 2/5/2018 (the landlord has provided a key for access every other month). That beingsaid comparisons for the gas consumption are hard to compare (because of multiple estimates).Mr. [redacted] stated that there hasn't been more consumption. Comparing gas consumption (electric isin line) billed for February this year was 494 ccf to last February's 261 ccf. January was 536 this year to lastJanuary at 280. This shows there was actually more consumption billed this year than last.The company does offer a balanced billing program which averages out the previous 12 months (withquarterly review). Based on the previous 12 months of consumption the budget would be set at $190.00 amonth.If you or Mr. [redacted] 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 8:00a.m. and 4:00 p.m. at ###-###-####.Yours sincerely, Mark L[redacted]Appeals DepartmentNYSEG Executive Office

Appeals contact was made with Mr. [redacted] today and he confirmed an electrician has found a possible problem with his internal wiring that has caused an increase in electricity used and recorded by the meter. I explained as the increase in use is due to customer privately owned equipment and not...

related to NYSEG equipment, there would be no adjustment to the billing. A deferred payment agreement has been offered if needed. Mr. [redacted] appreciated the contact and agreed to call me back if needed. Should you have any questions or need additional information, please feel free to contact me at ###-###-####, Monday through Friday between the hours of 8:00a.m. and 4:30 p.m.Sincerely,Rebecca J[redacted]NYSEG Executive OfficeAppeals Department

NYSEG’s Appeals department has attempted reach Ms. [redacted] several times since the case was received by NYSEG.  No less than four messages were left for her with no return call.  I have sent her an “unable to reach” letter with my contact information.  When/if Ms. [redacted] contacts me back...

I will explain the company’s collections process with her as this seems to be her concern.  Of course any other questions will be addressed as well. If you would like to discuss this matter, please contact me at the phone number listed below.  I can be reached Monday through Friday between the hours of 8:00 a.m. and 4:00 p.m. at 1.800.231.2888. Sincerely,  Mark [redacted]   Appeals Department NYSEG Executive Office

Revdex.com Case #
[redacted]
 
Good Afternoon,
I spoke to Mr.
[redacted] today regarding his concerns about not receiving correspondence from
NYSEG.  He advised that he is receiving
collection activity notices through...

the mail (which is the only way they are
issued) but not the invoices.  I
confirmed with him that the mailing address on the collection activity is the same
as the mailing address on the invoices.  
There is no way for NYSEG to determine why he is not receiving them as
they are being issued with the correct address. 
As far as e-billing, he stated he received the enrollment e-mail that
was sent when he signed up for online billing. 
That advises that the customer must change email settings to receive the
e-mail reminder for the invoice correctly. 
He stated he will check further on that. 
Lastly, I advised him of the timeframe in which his invoices generate each
month and if he hasn’t received an e-mail reminder eh can check his online
NYSEG account to see if one has generated. 
Mr. [redacted] is satisfied at this time. 
If he needs further assistance please refer him to Mark at NYSEG at
###-###-####
Thank You,
Mark L[redacted]     
Analyst-Team NY
Customer Appeals
v

I sent Ms. [redacted] the following letter on 4/7/2016 and have yet to hear back from her.  If she should contact the Revdex.com again please refer her to me (my contact information is within the letter).  April 7, 2016 Ms. [redacted] RE: Revdex.com Case # : [redacted]6       NYSEG Account #: [redacted]
Dear Ms. [redacted], This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com). I received your voicemail today.  Unfortunately, it cut off before most of your information was obtainable.   I would need to speak to you as soon as possible regarding your account. I have held your account until 4/22/2016 to give you the time to respond to this letter by a phone.  Please note this office does not communicate by e-mail response. 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 8:00 a.m. and 4:00 p.m. at 1.[redacted]. Yours Sincerely,  Mark L[redacted]Appeals DepartmentNYSEG Executive Office