New York State Electric & Gas Corp.

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] today and he stated he has been contacted by NYSEG's division office to discuss the new...

service installation request. Mr. [redacted] states he has been informed NYSEG's work is scheduled to begin today, July 22, 2015. I contacted NYSEG's division office and confirmed to Mr. [redacted] that NYSEG's new service installation work is scheduled to begin today and crews are on-site at this time. I provided Mr. [redacted] my name and phone # and asked he 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

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 there. This letter will serve to acknowledge your case, referenced...

above, with the RevDex.com (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 2/5/2008 to 7/22/2015. According the final invoice sent to you on 7/27/2015 (that you actually requested a copy of on 9/19/2016 and I have enclosed with this correspondence) the account ended with a balance owed to NYSEG of $2778.41. Since that was not paid accordingly the company sent your information to the collection agency of Penn Credit on 8/27/2015. 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 owed. Since the balance was sent to them in June 2016 that is what they are reportingas an opening date. The balance owed is clearly from a final invoice sent to you on 7/27/2015.  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 9/16/2016 (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 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 [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]

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, 2018 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 taxes. The 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

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 Ms. [redacted]’ concerns and offer the following response to the above mentioned complaint.Ms. [redacted]’ complaint is regarding a tree that has been compromised by a storm.  NYSEG has been there to review the situation and find the matter to be the responsibility of the homeowner....

The company will trim accordingly when the branches/tree are causing current power interruption or are in an immediate threat of power loss such as branches/trees pulling down on the wire.  This is not the case here.  It would be the responsibility of the owner of the property to maintain the tree in question.  Ms. [redacted] can contact our Energy Services Department at 1.800.572.1111 and choose option 3.  The company can schedule service line drop on a day convenient for both her and the contractor she chooses to trim/remove the tree in question.  The company will be able to re-energize the service the same day once the work is complete. 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 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 6/23/2016 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 time. If 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...

7/21/2015
 
[redacted]
RE: Revdex.com Case # [redacted]
 
I have made several attempts to
reach Ms.  [redacted].  Initially the call would not go through - the
call just disconnected.   I was able to
leave a couple of messages with my contact information.  As of this morning I have not heard from Ms.
[redacted].  I sent her an “unable to reach”
letter with my contact information. 
Should she return a call I will then discuss her concerns.  If she reaches out to the Revdex.com again, please
refer her to Mark at ###-###-####.
Thank You,
Mark L[redacted]
Analyst-Team NY
Customer Appeals Department
v

I have reviewed Ms. [redacted]’s concerns and offer the following response: Company records show that on the normal cycle read of Ms. [redacted]’s electric meter on 8/2/2016 there was an access issue (blocked by bushes) which prevented the company from reading the meter.  The company makes every...

effort to read a meter on the scheduled months.  It should be noted that Ms. [redacted]’s neighbor’s meters were read on 8/2/2016 without issue. Please keep in mind the company’s meter read cycle is every other month.  If a read is missed for any reason there will be estimates until the company next reads the meter.  The company offers the customer the option of reading the meter as well.  A customer can call in a read any time they receive and estimated invoice or can be set up on the company’s Read Card Program where the customer could request to either read the meter every other month (when company would normally estimate) or can choose to read the meter monthly.  The fact that Ms. [redacted] paid ahead had no relevance on the missed read. 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 [redacted]Appeals Department  NYSEG Executive Office

Yesterday 8/8/2016 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 8:00 a.m. and 4:00 p.m. at 1.800.231.2888.   Mark [redacted]

I have reviewed Ms. [redacted]'s concerns and offer the following response:Ms. [redacted] provided a phone number to contact her of ###-###-####. I have attempted toreach that number several times. Each attempt resulted in a rapid busy signal.The information provided in the Revdex.com case is not specific to...

Ms. [redacted]'s parents address andwithout being able to contact her I am unable to assist in answering this case in regards to thespecific outage at her parent's address.I believe the specific nature of her concern is regarding the estimated restoration times providedto her by NYSEG. Any restoration time given is an estimated time of restoration (ETR). As thecompany makes initial assessments an ETR is given based on that assessment. As workbegins (or in this case weather conditions continue) there could be additional issues that arisewhich were not part of the initial assessment which could cause the ETR to be extended. Thecompany updates the information as soon as possible to give customers the most updatedinformation available.If you would like to discuss the matter, please contact me at the phone number listed below. Ican be reached Monday through Friday between the hours of 8:00 a.m. and 4:00 p.m. at###-###-####.Yous sincerely,Mark L[redacted]Appeals DepartmentNYSEG Executive Office

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 received one flyer in regards to trees being trimmed, nothing on their flyer stated that the company would remove the tops of trees. I really do not understand their overall nonchalant attitude regarding the decapitation to my trees, I guess it’s because it is not their property that was violated. I still stand firm on my original request. I do not want two ugly tree stumps in front of my home. They need to come up with a better solution. If the trees are to be removed, I want them replaced.   Regards,   [redacted]

I have reviewed Mr. [redacted]'s concerns and offer the following response:Mr. [redacted]'s service was interrupted at the above mentioned address as a result of a companyerror. Mr. [redacted]'s services were off for less than two hours. As compensation for his loss ofelectric service for the timeframe in question the...

company has credited the account $20.00 forthe inconvenience. The 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 off. To compensate him for this the company had to prorate the use from thelast actual read on the account 1/3/2017 to 1/10/2017. 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 19 ·to "190 kwh 8 dayS' 73846520/0FF I 01/11/U 951 A 01/04/17 943 A 8 10 80kwh 8 daysCorrection:[redacted] 160 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 issues. If you would like to discuss thematter, please contact me at the phone number listed below. I can be reached Monday throughFriday between hours of 8:00a.m. and 4:00 p.m. at 1.800.231.2888.Yours sincerely, Mark [redacted] ·Appeals Department  NYSEG Executive Office

Dear [redacted], 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 $1500.00. Ms. [redacted]’s currently has a total balance of $1653.55. February 28, 2018 a supervisor called Ms. [redacted] and provided options to reduce the balance to become eligible for Arrears Forgiveness. The supervisor provided their direct number to answer any questions Ms. [redacted] may have going forward. In 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 program. 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.  Regards, [redacted]

Revdex.com complaint ID # [redacted]
 
[redacted]
[redacted]
[redacted], [redacted]
 
 
I spoke to Ms. [redacted] today.  I advised her that her NYSEG billing is
correct but her supplier charges are not correct as of yet.  To...

give the supplier time to correct the
charges I have held the account through her next billing when supplier should
have the right amount billed.  She
understands and has been provided my contact information.  Should she 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].[redacted].com
 
v

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 Ms. [redacted] today and I confirmed as a result of a customer payment to bring missed payments up to date, the...

deferred minimum payment agreement has been re-instated effective 8/6/2015. I also confirmed, at this time, only current charges are due. The final termination notice has been canceled and collection activity has stopped. Ms. [redacted] is satisfied with this resolution. I provided Ms. [redacted] my name and phone # and asked she 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 8:00 a.m. and 4:30 p.m. Sincerely,Rebecca J[redacted]NYSEG Executive OfficeAppeals Department

I have reviewed Mr. [redacted]'s concerns and offer the following response:I spoke to Mr. [redacted] today. I advised him that he is processing the payments for his accountson NYSEG's automated IVR/Web system. The company does not have any involvement in theprocessing of those payments as it is an automated...

system that processes the payments as herequested them to be. As a courtesy I waived the two $20.00 returned check fees. I alsoadvised that we could delete the information on file and he could enter again new (he neveraccepted this offer) or he can make payments directly with a representative to assure heprocesses the payment correctly. Mr. [redacted] disconnected the call before I was able to advisehim that information from the bank shows both of these payments in question were processed toa checking account and returned for insufficient funds. In regards to the account that wasdisconnected for credit reasons there was a recent payment of $558.56 that paid the balance infull. He can simply contact our credit department at 1.888.315.1755 to have the servicereconnected.If you would like to discuss the matter, please contact me at the phone number listed below. Ican be reached Monday through Friday between the hours of 8:00 a.m. and 4:00 p.m. at1.800.231.2888.Sincerely, Mark [redacted]Appeals DepartmentNYSEG Executive Office

September 3, 2015Revdex.comRE:   Case # [redacted]          [redacted] NYSEG’s Appeals department contacted Mr. [redacted] 8/26/2015 and agreed to investigate the case concerns regarding payment withdrawal.  I spoke to Mr. [redacted] today and...

provided results of the investigation as follows: ·         The online request Mr. [redacted] submitted was an electronic form indicating it was to "UPDATE existing EFT" info, not a new enrollment.  ·         The NYSEG account was set up on electronic funds withdrawal.  ·         Mr. [redacted] bank provided verification of NYSEG payment withdrawal causing an overdrawn balance in his bank account. ·         Due to misinterpretation of the online request, NYSEG has agreed to reimburse Mr. [redacted] for the bank fees assessed due to the payment withdrawal. Mr. [redacted] is satisfied with this resolution.  I provided Mr. [redacted] my name and phone # and asked he call me back if needed.  Should you have any questions or need additional information, please feel free to contact me at [redacted], Monday through Friday between the hours of 8:00 a.m. and 4:30 p.m. Sincerely,   Rebecca JNYSEG Executive OfficeAppeals Department