New York State Electric & Gas Corp.

Revdex.com complaint ID # [redacted]
 
 
 
I have attempted to reach Mr. [redacted] several times 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 has 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 9/4/2015 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

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 Mr. [redacted]’s concerns and offer the following response to the above mentioned complaint. I have spoken to Mr. [redacted] and discussed his issues.  First I advised him the amount of the invoice he questioned is for use based on actual meter readings and the use is correct. The use...

was during the winter months and since then the use has dropped considerably.  Second we discussed payment agreement options to get his service back on.  Mr. [redacted]’s financial statement showed he qualified for a minimum payment agreement.  The payment agreement was established and his services were reconnected 7/17/2017.  Mr. [redacted] is satisfied at this time. 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. Appeals Department NYSEG Executive Office

The company has left messages for her regarding this complaint.  There has been no response to those messages.  The attached letter was sent to her and her concerns will be addressed if/when she responds.

attached information was provided to Mr. [redacted] today.9/7/2016 Revdex.com complaint ID # [redacted] Mr. [redacted] I contacted Mr. [redacted] today.  I advised him that the resident living in the location prior to him requested to have...

the service turned off.  As NYSEG would with any customer we followed those instructions.  However in doing so the company also found faulty customer owned equipment.  Safety being of utmost importance (and the fact the request was to turn off the meter) the meter was turned off and removed for safety reasons.  It is now up to not necessarily Mr. [redacted] to have the service repaired (most likely it would be the homeowner) but the service will need to be repaired and inspected before a meter will be set.  I advised Mr. [redacted] to have the landlord contact NYSEG ESI Department to get this taken care of. 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 8:00 a.m. and 4:00 p.m. at 1.800.231.2888. Mark L[redacted]Analyst-Team NYCustomer Appeals Department1.800.231.2888

I have reviewed [redacted] [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 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 1.800.231.2888. Yours Sincerely,  Simone Williams  Appeals Department   NYSEG Executive Office

Hello, thank you for responding and thank you for clarifying what you can do, I appreciate this.   On the notice that was left for me it only stated that a payment needed to made to the account by the date that was on there... actually it gave us 24 hours. (which was done right away)  I...

find it hard to believe that it was MY responsibility to make sure that their system posted to my account.  Their customer service hours are between 7a and 7p.. I paid this before or around the time they left for the day.. they should have a list or someone check accounts.. this is NOT my responsibility.. I did as I was told by a notice... which was verified. Their system could tell me that a payment was made on this date.. then why was it over looked BEFORE my power was shut off? It was such a small amount, was it really worth it?! (literally $78 and some change) I total bill due was only $152!!!!   Thank You again for your time. I greatly appreciate it. I definitely believe that NYSEG really needs to be looked into, especially in there customer service/billing departments!

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]

Please see the attached response.  Should you have any questions or need additional information, please call Rebecca J[redacted] at ###-###-####. Appeals contact was made with Mr. [redacted] upon receipt of this Revdex.com case. Results of the Appeals review found the following: The...

electric service in Mr. [redacted]'s name was terminated due to non payment on 4/29/2015. Mr. [redacted]'s tenant requested electric service turned on in his name on 5/27/2015. Upon arrival to turn on the electric service, the top of the meter box was found open thereby causing a possible unsafe or hazardous condition. The service was not turned on and the electric meter was removed. An inspection of the privately owned equipment was required to verify safe conditions to turn on electric service. A certified electrical inspection was received 6/4/2015 verifying safe conditions. An order was processed to set and turn on the electric meter. The service was successfully turned on 6/12/2015 and the account is currently active in Mr. [redacted]'s tenant's name. Customer safety is a top priority to NYSEG. In accordance with PSC No. 119 Tariff- Electricity; NYSEG is not responsible for the adequacy or safety of customer's equipment. NYSEG has the right to discontinue service whenever there is a potential safety or hazardous condition. As a regulated utility, NYSEG is mandated to follow tariff rules and regulations. All regulations were properly followed in this matter. 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

The company left message for Ms. [redacted] to contact the company to discuss her concerns.  There has yet to be a reply.  The company has sent the attached letter with contact information and concerns will be addressed if/when she responds.

I have reviewed Ms. [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,   Mark L[redacted] Appeals Department NYSEG Executive Office

I spoke with Ms. [redacted] last week.  I advised her that NYSEG’s Arborist will be contacting her to discuss her concerns regarding NYSEG’s debris removal policies after a storm.  Since my contact with her NYSEG’s arborist has left her a message with his contact information .  As...

of the writing of this response she has not contact him back yet.  If the Revdex.com or Ms. [redacted] has any further concerns regarding this matter I can be reached at 1.800.231.2888.Thank You,  Mark [redacted] NYSEG Executive Office

Mrs. [redacted] also file a complaint with the New York State Public Service Commission (PSC) with case # [redacted].   A formal response to her concerns was submitted to the PSC on 5/5/2016.  Mrs. [redacted]’ concerns will be addressed with the decision made by the PSC. If the Revdex.com or...

Mrs.  [redacted] has any further concerns regarding this matter I can be reached at 1.800.231.2888. Thank You,  Mark [redacted]NYSEG Executive Office

6/9/2015
RE: [redacted]
Revdex.com Case # [redacted]
 
I spoke to Mrs. [redacted] today.  I advised her that on every invoice issued it states you can automatically donate $1, $2 or $5 to Project SHARE by simply adding that amount to your payment.   By adding one of those amounts it...

would be automatically donated.  The form she mentions online is if she (or any customer) wanted to have a donation automatically billed to the account every month.  I researched her account and this only occurred twice on her account.  The donations were reversed and a $10 credit placed on her account.  She understands this is an  automatic process and if she does not want it to happen again then do not over pay by any of the stated amounts.  Mrs. [redacted] is satisfied at this time.
Should Mrs. [redacted] contact the Revdex.com again, please refer her to Mark in NYSEG’s Appeals Department.
 
[redacted]
Analyst – Team NY
NYSEG Customer Appeals Department
###-###-####

I have tried to contact you by phone several times since I received your case from the RevDex.com (Revdex.com). Each attempt resulted in a message that your mailbox was full. Since I  was unable to reach you by phone I am sending you this letter.  In review of your account and...

more specifically the meter readings it appears your meter hasn't had an actual read since September 8, 2014. All of your invoices since you moved in have been estimated on previous recorded use or estimates. It appears that there is an ongoing access issue to the meter. The company has prorated the use based on your current use from 5/11/2016-7/16/2016 when actual reads were obtained. The average use per day for that time period was 26.69 Kwh per day. The previous invoices you were sent were again based on estimation and at less than 2 Kwh per day. No occupied premise could use less than 2 Kwh a day (a refrigerator alone can use 100 Kwh a month). Although you are not responsible for the full amount of the bill as it was presented to you on 5/20/2016, you are responsible for the prorated use and charges. As previously mentioned you are using on average now 26.69 Kwh per day. I have calculated out the new prorated charges at 25 Kwh a day for the time period of 8/28/2015 to 5/11/2015. You were originally billed a total (up through actual read on 5/11/2016) of 24254 Kwh. After the proration you have been billed 6425 Kwh. The charges from 5/11/2016 to 7/16/2016 will remain the same as they are based on actual use. It should be noted the company can back bill an account per our filed Tariff (PSC NO: 119 Leaf 87) which is enclosed.  For future billing the company offers the option to customer where they can provide readings to the company either monthly or bi-monthly. Because there is an access issue here it may advantageousto you to enroll in the program. If you choose not to and receive an estimated invoice we can take a readying from you to correct the estimate and rebill the account using your read. I have also enclosed a spread sheet explaining these calculations as well. I have enclosed a copy of your prorated invoice (you will received an official copy by mail soon). If you have further questions or are unable to pay the invoice in full please contact me at the phone number listedbelow. I can be reached Monday through Friday between the hours of 8:00a.m. and 4:00p.m. at  1.800.231.2888   Sincerely,  Mark [redacted]  Appeals Department NYSEG Executive Office18 Link

I am not nesicarily looking for compensation. What I would like is the company to make some changes the guy that shut my services off couldn't wait 5 mins but I had to wait 2 and a half days for them to turn it back on I would like them to treat the customers with a little respect and do things in a...

timely manner 2 and a half days wait to do a 5 min job is absolutely absurd.

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.
Regards,
[redacted]
there was nothing about reading the meter and sending only one bill I am ok with them waiting for [redacted] but [redacted] was suppose to be reported too for the double billing. I tried to click on both of them because I wasn't sure which one was the problem with the money.

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.  Heap did make them aware of the pending payment and they called me to argue with me over the phone and not talk to me in a polite respectful way . They also argued that they sent a disconnection letter in April to have my services turned off before May 13th if I did not pay , I made a payment and also no other disconnection notice after that . Only a bill to make a payment and I was trying to make a payment for a week and they can look in my call records but the automated system kept bouncing me back and forth and I am always on hold for over twenty minutes . This did not solve any issues as when I try to talk to a supervisor they sent it and when someone called me to state they received my complaint they were rude and I do not want to talk to someone who is disrespectful . They told me over the phone heap does not hold an account for payment that I have to make payments until heap kicks in . I advised Medicaid and heap advised me that they do put a hold on the account as that's what heap is for is when you are struggling. If I had money to make payments why would I need heaps help ??   Regards,   [redacted]

The following letter was sent to Ms. [redacted] as the company's response to her concerns.  Attempts to reach by phone were not successful  Dear Ms. [redacted],  This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com). I have tried to reach...

you by telephone to discuss your concerns regarding your account. Since I have been unable to reach you, I am sending you this letter. You are questioning a balance of $1524.82. That balance is owed by you to NYSEG through 8/9/2012 at  [redacted]. On 8/10/2012 you entered into a Guarantee program with the Department of Social Services for six months (still residing on [redacted].) which ended on  2/10/2013. As of 2/11/2013 a new account with a zero balance was started on [redacted] The $1542.82  balance was sent to collections because NYSEG will not hold you directly responsible for the amount as an  on going condition of service. However, that amount is still owed by you. The balance was initially sent to  CPA Collections on 2/15/2013. They attempted to contact you by letter on 2/15/2013 mailing it to the [redacted] address as you were still residing there. This balance continued with them until 2/14/2014.  Subsequently that balance was then transferred to NYSEG's secondary collection agency Solomon and Solomon P.C because there was no response from you to CPA. Solomon and Solomon P.C. sent you three letters (attached) to your then address of [redacted] advising the balance  of $1524.82 had now been placed with them (where it remains today). The letter dated 7/24/2014 indicate  that your account has been referred to the national credit bureaus.  Since this is a collectable unpaid balance owed the company will not remove any negative marks on yourcredit report. Please contact Solomon and Solomon P.C. at 1.877.803.1942 to make arrangements on the  balance.  In summary, you have a balance owed that is with the above mentioned collection agency for $1524.82  before DSS placed you on a guarantee program (see attached billing history) and a balance owed to NYSEG on your current account for charges accrued since that DSS program ended. The post DSS NYSEG balance is on your current account 10043673911 which is currently rolled into the company's  .  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 8:00a.m. and 4:00p.m. at 1.800.231.2888.  Yours Sincerely,  Mark [redacted] Appeals Department

I have reviewed Ms. [redacted]'s concerns and offer the following response to the above mentioned  complaint.  NYSEG is required to maintain safe clearance between vegetation and the electric lines. In order to do so the company routinely hires qualified line clearance contractors to trim/prune vegetation to comply with industry standards. In July 2017 on two different days [redacted]. left door knockers at the location (to which Ms. [redacted] acknowledges contact was made) to advise of the upcoming work. The company did not hear from her and proceeded accordingly. As 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 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.  Yours Sincerely,   Mark L[redacted] Appeals DepartmentNYSEG Executive Office