New York State Electric & Gas Corp.

I spoke to Ms. [redacted] today and confirmed the pole in question has been removed.  Mrs. [redacted] is satisfied at this time.  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

Please see the attached response.  Should you have any questions or need
additional information, please call Rebecca [redacted].
Appeals department has made two phone attempts to contact Ms. [redacted]. With each attempt, a machine message was left asking Ms. [redacted] return my...

call. My name and phone # has been provided. A letter will also be mailed asking Ms. [redacted] contact this office to discuss the NYSEG account concerns. A review of the account confirms NYSEG obtained meter reads every other month on regular cycle dates. Three obtained reads were manually changed to bill for lower consumption more in line with previously recorded history. A field investigation confirmed the obtained reads were correct and the correct consumption was then billed. Although electric consumption was not correctly billed, it has been confirmed the electricity was used. In accordance with HEFPA laws and NYSEG tariff rules and regulations, the electric consumption can be billed. NYSEG acknowledged the billing error and offered a deferred payment plan tailored to customer needs. Ms. [redacted] declined this offer. Appeals will be happy to further discuss the billing concerns with Ms. [redacted] when she returns Should you have any questions or need additional information, please feel free to contact me at 1-800-231-2888, Monday through Friday between the hours of 8:00a.m. and 4:30p.m. Rebecca [redacted] NYSEG Exec . e Office Appeals Department

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 reads. The reading is correct, since the customer has moved a read has been provided to the company and falls in line with previous usage. Please see below meter read history and the most recent invoices. The billing is accurate; Ms. [redacted], per the company reads used more energy during the dates of service December 12, 2018 to January 8, 2018. During that time frame the weather was artic, temperatures below zero with the wind chill. Most of the east coast registered at single digits or below due to winter storms that impacted the entire east coast. Electric and gas meter reads since Ms. [redacted] has moved out have fallen in line with the final reading obtained by the company January 8, 2018. Sincerely, Simone, Analyst NYSEG Customer Appeals

I have reviewed Mrs. [redacted]'s concerns and offer the following response to the above mentioned complaint.  Company records show that in the June 26, 2017 issued invoice Mrs. [redacted]'s ESCO (EiigoEnergy NY LLC) double billed her. They billed her 1621 kwh ($115.50) and 1756 Kwh  ($125.12)....

The correct amount was the latter of the two.  NYSEG has been in touch with Eligo and they confirmed they will be sending a refund check to  NYSEG for $115.50. They stated that the check would be cut on Thursday 2/1/2018. When the  company receives the check it will be credited to her NYSEG account.It should be noted as a quicker way to correct the issue the company canceled the invoice that  was issued to her on 1/23/2018 with the hopes they would credit the $115.05 in that process. When the invoice generated the credit was not on it so they will be sending a refund check to NYSEG instead. Further, both the invoice from 1/23/2018 and the rebilled one on 1/26/2018 only had NYSEG delivery charges on them. She will be billed by Eligo next month for two  months of supply costs.  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]  Sincerely,  Mark L[redacted] Appeals Department NYSEG Executive Office

I have reviewed Ms. [redacted]’s concerns and offer the following response:Ms. [redacted] had a balance of $1108.93 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 9/2/2015. In regards to the most recent disconnection of service a reminder notice was issued on 11/24/2016 requiring $163.69 to be paid by 12/5/2016 or a disconnect notice would be issued.  Since the payment was not made a final termination notice was issued requesting $1092.62 to be paid by 12/23/2016 (minimum payment agreement was deactivated).  Ms. [redacted] called in on 1/17/2017 and was advised that she could get back on the minimum payment agreement and avoid disconnect with payment of $348.87 at which time she paid $260.00 and advised she could pay the remaining $88.87 by 1/20/2017.  The $88.87 payment was not paid and service was correctly disconnected on 1/24/2017. Ms. [redacted] contacted the company on 1/24/2017 after the service had been disconnected and paid the remaining $88.87 to have the service reconnected (and be placed back on the minimum payment agreement).  At that time she was advised reconnection will be within 24 hours and breakers must be off for the company to safely reconnect the service.  The company was there at 2:17 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 1/25/2017 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 24 hour reconnection period is approved by the New York State Public Service Commission).  She was advised breakers again and that the company had another 24 hour window for reconnection.   The company safely reconnected the service on 1/26/2017.  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 $176.07 (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 8:00 a.m. and 4:00 p.m. at 1.800.231.2888. Yours Sincerely, Mark [redacted] Appeals Department NYSEG 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.  Simone did nothing but pull up my account and list the information back that I had already given so no significant effort on NYSEG's part to resolve the claim which translates to really not caring.  Simone failed to look into the referenced phone calls and failed to take any responsibility for NYSEG's employee error in communicating my account status.  The credit offered or stated was nothing NYSEG did to resolve the problem as it was contributed by HEAP.  NYSEG has had a reputation for poor customer service and billing practices over the years and clearly nothing has changed.    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 below. Please review the conversation with Kate, one of you managers from approximately 3:15pm today. You may also talk to the other half dozen associates of yours that I spoke to today. You will find that NYSEG is at fault for many of the issues that occurred during the last 24 hours and that the staff set to help me, was not competent to do so. There are several things your company can do to prevent these issues. All I hear from you is "policy states"....  there are many things above policy standards that would prevent a Family from losing power over a $100 bill that I knew nothing about. I am at your mercy, but that does not give you permission to put families through something like this. If I was wrong I would admit it....I was late in paying a bill, but paid the only bill I saw in full before the due date. I'm not sure what else I could have done. There are a million things NYSEG could do to make this better. Your company chose to do nothing. Kate heard me this afternoon. Whether she acts on anything is something only you would know. Me?  I'll have no choice but to continue to provide you your next paycheck. That is wrong and you shouldn't be able to get away with it. This isn't over. I'll advocate for families like me. You can't get away with treating people like this. 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 below. The letter that is attached to there response is for [redacted] and an RG and E account. My name is [redacted] and my account is with NYSEG. I cannot accept it because it is not regarding my account, it's for someone else.  Regards,
[redacted]

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

this letter. 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.

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 have responded to her and left numerous times in the last 2weeks and have not got any call back from her
Regards,
[redacted]

Revdex.com complaint ID # [redacted]
 
[redacted]
[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].[redacted].com
 
v

See attached as company's final response to case.6/10/2016Revdex.com Case # [redacted]I spoke to Ms. [redacted] today.  She stated that she still had not power after she had met the requirements after being disconnected for credit reasons.  I had...

the field go out to the location and there was an error with the reconnect.  The field has turned the meter on and everything should be fine at this point (Ms. [redacted] was not home to verify this).  I advised her that if she get home and finds no power to call the company and someone would be dispatched to investigate the situation and return power.Ms. [redacted] is satisfied with this explanation.If the Revdex.com or Ms. [redacted] has any further concerns regarding this matter I can be reached at 1[redacted]. Thank You,Mark L[redacted]NYSEG Executive Office

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

Attached is the company's response.  I also advised her of this in a telephone call this morning.I have reviewed Ms. [redacted]'s concerns and offer the following response to the above mentioned complaint. All of NYSEG's invoices are due upon receipt with a 23 day window before late payments are...

assessed. All special arrangements such as the budget billing (BB) program and payment agreements are due in full every month as well or risk deactivation. Below is overview of the correspondence sent to Ms. [redacted] (with supporting documentation).  Attachment #1 March 14, 2017 invoice sent showing account past due $552.43 with new charges of $486.77 which totals $1039.20. The past due charges are subject to collectionactivity and new charges due by 4/6/2017. The account is also on a payment agreement. Attachment #2 April 12, 2017 reminder notice sent. This notice advises that as of 4/12/2017 the account is past due by $486.77 due by 4/19/2017 or a final termination notice will be issue  that could include the full past due charges (and possible deactivation of payment agreement). Attachment #3 April 13, 2017 invoice sent showing account past due $486.77 (after past due charges of $552.43 paid that were past due with March invoice which were actually due 3/8/2017) with new charges of $424.19 which totals $910.96. The past due charges are subject to collection activity and new charges due by 5/6/2017. The account is also on a payment agreement. Attachment #4 April 21, 2017 final termination notice sent which advises that the account is now past due $1037.65 and that amount needed to be paid by 5/7/2017 or termination will occur. This amount is from the past due and the deactivation of the payment agreement the account was on.In Summary: There was a payment posted to the account on 5/8/2017 for $910.96. The final termination notice was for $1037.65 which was not covered by that payment so the notice was still active for $126.69. The service was disconnected on 5/10/2017. Ms. [redacted] called in and paid the remaining amount due of $126.69 and service was scheduled to be reconnected within 24 hours as long as the breakers are off. I spoke to Ms. [redacted] today. I advised her of the above timeline of billing and collection activity on her account. I also advised her that the company is regulated to send notices through the mail. If she did not receive the notices there is nothing the company can do as they were issued to her. I reiterated that the breakers must be off for service to be reconnected today. 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

6/5/2015
RE: [redacted]
Revdex.com Case # [redacted]
 
I left a message for Ms. [redacted] to contact me back.  Due to what appears to be company error I had any negative information on her credit report from NYSEG reversed as if it never happened.  I will advise her of this when...

she returns my call.
Should she contact the Revdex.com again, please refer her to me.
 
[redacted]
Analyst – Team NY
NYSEG Customer Appeals Department
###-###-####