New York State Electric & Gas Corp.

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 chargeCustomers 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 ESCOTheir 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:a.mand 4:p.mat [redacted] Yours Sincerely, Simone W [redacted] Appeals Department NYSEG

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 pricingThe gas rate for the months of November through January has been cents to cents Please see belowIn conclusion the gas rates have not drastically increased Sincerely, Simone, Analyst NYSEG Customer Appeals

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 $was based off a company read which fell in line with previous reads the bill was accurateNYSEG has access to the electric meter outside; NYSEG gets read regularly every other monthThe account is electric only with electric heatNYSEG Supply Service consists of variable electricity supply and transition charges and a fixed delivery chargeCustomers 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 ESCOTheir 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 chargesThe 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 have reviewed Mr [redacted] ’s concerns and offer the following response to the above mentioned complaint.? There are many steps to obtain newly constructed service at any location.? The company just received the U/L inspection on 6/1/(nothing can continue until that is received).? At this point the job is with our real estate department as easements are required.? Once those are received the job will progress.? Once all steps are completed the job will be sent to the line department and will be assigned in the order it was received.? Mr [redacted] should be aware of this information as he spoke with the installation department at NYSEG on 6/5/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 LAppeals Department NYSEG Executive Office

I have reviewed Mr [redacted] 's concerns and offer the following response:I spoke to Mr [redacted] todayI advised him that he is processing the payments for his accountson NYSEG's automated IVR/Web systemThe 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 beAs a courtesy I waived the two $returned check feesI 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 correctlyMr [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 fundsIn regards to the account that wasdisconnected for credit reasons there was a recent payment of $that paid the balance infullHe can simply contact our credit department at to have the servicereconnected.If you would like to discuss the matter, please contact me at the phone number listed belowIcan be reached Monday through Friday between the hours of 8:a.mand 4:p.mat1.800.231.2888.Sincerely, Mark [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 belowPlease review the conversation with Kate, one of you managers from approximately 3:15pm todayYou may also talk to the other half dozen associates of yours that I spoke to todayYou will find that NYSEG is at fault for many of the issues that occurred during the last hours and that the staff set to help me, was not competent to do soThere are several things your company can do to prevent these issuesAll I hear from you is "policy states" there are many things above policy standards that would prevent a Family from losing power over a $bill that I knew nothing aboutI am at your mercy, but that does not give you permission to put families through something like thisIf 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 dateI'm not sure what else I could have doneThere are a million things NYSEG could do to make this betterYour company chose to do nothingKate heard me this afternoonWhether she acts on anything is something only you would knowMe? I'll have no choice but to continue to provide you your next paycheckThat is wrong and you shouldn't be able to get away with itThis isn't overI'll advocate for families like meYou can't get away with treating people like thisRegards, [redacted] ***

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/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 reconnectionPer the Home Energy Fair Practices Act (HEFPA) once arrangements are made the company has a window of 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 hours Below is a timeline of the events:7/2/–A final termination notice issued to the mailing address advising $ was required by 7/21/to avoid interruption of service.8/29/(9:43am) – Service was interrupted for nonpayment.8/29/(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 hours.8/29/(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/(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 hours for reconnect.8/30/(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 hours to reconnect the service from the time the second notification was entered The company completed the reconnect within the hour window of the second notificationThere 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:a.mand 4:p.mat ###-###-####.Yours Sincerely, Mark L [redacted] Appeals DepartmentNYSEG Executive Office

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 fullSince 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, All of your invoices since you moved in have been estimated on previous recorded use or estimatesIt appears that there is an ongoing access issue to the meterThe company has prorated the use based on your current use from 5/11/2016-7/16/when actual reads were obtainedThe average use per day for that time period was Kwh per dayThe previous invoices you were sent were again based on estimation and at less than Kwh per dayNo occupied premise could use less than Kwh a day (a refrigerator alone can use 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 chargesAs previously mentioned you are using on average now Kwh per dayI have calculated out the new prorated charges at Kwh a day for the time period of 8/28/to 5/11/You were originally billed a total (up through actual read on 5/11/2016) of KwhAfter the proration you have been billed KwhThe charges from 5/11/to 7/16/will remain the same as they are based on actual useIt should be noted the company can back bill an account per our filed Tariff (PSC NO: 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-monthlyBecause there is an access issue here it may advantageousto you to enroll in the programIf 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 readI have also enclosed a spread sheet explaining these calculations as wellI 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 listedbelowI can be reached Monday through Friday between the hours of 8:00a.mand 4:00p.mat Sincerely, Mark [redacted] Appeals Department NYSEG Executive OfficeLink

I have reviewed Mr [redacted] ’s concerns and offer the following response to the above mentioned complaintI 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 correctThe 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***’s financial statement showed he qualified for a minimum payment agreement The payment agreement was established and his services were reconnected 7/17/ Mr [redacted] is satisfied at this timeIf 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 LAppeals Department NYSEG Executive Office

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 caseResults of the Appeals review found the following: The electric service in Mr***'s name was terminated due to non payment on 4/29/Mr***'s tenant requested electric service turned on in his name on 5/27/Upon arrival to turn on the electric service, the top of the meter box was found open thereby causing a possible unsafe or hazardous conditionThe service was not turned on and the electric meter was removedAn inspection of the privately owned equipment was required to verify safe conditions to turn on electric serviceA certified electrical inspection was received 6/4/verifying safe conditionsAn order was processed to set and turn on the electric meterThe service was successfully turned on 6/12/and the account is currently active in Mr***'s tenant's nameCustomer safety is a top priority to NYSEGIn accordance with PSC NoTariff- Electricity; NYSEG is not responsible for the adequacy or safety of customer's equipmentNYSEG has the right to discontinue service whenever there is a potential safety or hazardous conditionAs a regulated utility, NYSEG is mandated to follow tariff rules and regulationsAll regulations were properly followed in this matterShould you have any questions or need additional information, please feel free to contact me at ###-###-####, Monday through Friday between the hours of 8:00a.mand 4:p.mSincerely, Rebecca J [redacted] NYSEG Executive OfficeAppeals Department

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 monthsInregards to the electric readings the company has been able to read the meter consistently every othermonthIn 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 A customer read was obtained on 12/13/with acompany read on 2/5/(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 consumptionComparing gas consumption (electric isin line) billed for February this year was ccf to last February's ccfJanuary was this year to lastJanuary at 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 months (withquarterly review)Based on the previous months of consumption the budget would be set at $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.mand 4:p.mat ###-###-####.Yours sincerely, Mark L [redacted] Appeals DepartmentNYSEG Executive Office

I have reviewed Mr [redacted] 's concerns and offer the following response to the above mentioned? complaintUpon receipt of this concern from the Revdex.com I reached out to the company's line department that services MrSprague's areaThe street light in question has been repaired and is working properlyIf you or Mr [redacted] 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 [redacted] Yours sincerely, Mark L [redacted] Appeals Department NYSEG Executive Office

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 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 invoicesThe 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 with Ms*** today. I advised her that the company did work with her on her account by providing her with the company’s standard payment agreement. The terms of that agreement are to pay the invoice amount in full and on time every months (which includes a payment towards
the agreement). Subsequently she fell behind on payments and her payment agreement deactivated. When an account is past due notices are issued and provide additional time to make the required payments. I advised her as well that the company does not hold an account for a HEAP grant until the company is notified by DSS; until then the company has no idea of an approved HEAP application. Ms*** also references a previous medical hold. Review of the account shows the company never received any medical from her son’s doctor neither verbal or written. Finally, I advised her regarding yesterday’s disconnection of service that the company did advise her of the collection activity on the account by sending her a final termination notice on 4/27/explaining payment was required by 5/13/or the service could be disconnected. There was no payment received on the notice. She has paid the amount to have service reconnected and that should happen today provided the breakers are off. If the Revdex.com or Ms*** has any further concerns regarding this matter I can be reached at Thank You, Mark L*** NYSEG Executive Office

I spoke to Ms*** today. I advised her that her previous account with NYSEG ended because she moved. Along with that her *** billing ended as well. Ms*** has started a new service with NYSEG as of 4/1/2016. I advised her that there is no block on her
account keeping her from going with her *** on the new account. I advised her to contact her *** confirm the contract with them and have them contact NYSEG’s Supplier Relations to have the *** billing placed on her new account from the move in date. I advised Ms*** that she was only being billed *** supply for the electric meter. Ms*** understands and will contact her *** accordingly. I provided her with my name and number, should she contact the Revdex.com again, please refer her to Mark at NYSEG Thank You, Mark ***

Dear Beth, I have reviewed Michelle A Hubbel concerns and offer the following response to the above mentioned complaintNYSEG Supply Service consists of variable electricity supply and transition charges and a fixed delivery chargeCustomers 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 ESCOTheir 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 billIf 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, Simone W*** Appeals Department NYSEG Executive Office

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint.Below is a summary of how NYSEG’s Budget Billing program works. In the case of Mr***’s account he enrolled into the program in March with a then average consumption of $The
first review showed no change warranted. In the sixth month review his August invoice advised that his budget was being increased to $a month because at that point the account had a balance in the budget in NYSEG’s favor of $Come the fourth review based on potential use the budget amount was increased to $for the last three months. Now in February his budget “cleaned-up” and showed billed a budget balance of $43.65. This invoice shows that for the new budget season beginning in March his budget will be $a monthEvery three months we will review your account and, if necessary, we will adjust your monthly payment according to recent usage and energy pricesEach bill you receive will show a Budget Billing Summary, which displays your plan end month, current month’s installment, actual charges since you started your budget year, budget amounts billed thus far and the difference between your actual charges and the budget amount billedAt the end of each Budget Billing year, your account will be reviewed once more You may have a final “clean-up” payment that is larger than your usual monthly payment or your final payment may include a credit and be smaller than usual. After balancing your account in the 12th month, your account is automatically re-enrolled; we recalculate your monthly installment and your Budget Billing year starts againYou’ll be able to track your payments versus energy use in the Budget Billing Summary we include on your bill each monthIf you or Mr*** 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 L*** Appeals Department NYSEG Executive Office

Apologies. The pole issue is in regards to the *** complaint. *** is a different case

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint. There are many steps to obtain newly constructed service at any location. The company just received the U/L inspection on 6/1/(nothing can continue until that is received).
At this point the job is with our real estate department as easements are required. Once those are received the job will progress. Once all steps are completed the job will be sent to the line department and will be assigned in the order it was received. Mr*** should be aware of this information as he spoke with the installation department at NYSEG on 6/5/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 LAppeals Department NYSEG Executive Office