New York State Electric & Gas Corp.

Revdex.com complaint ID # ***
***Response to additional comlpaint***
The company has reestablished the minimum payment agreement
with the balance as reflected today 9/10/of $as they have
qualified for the minimum payment agreement.
The account was also set on the Budget Billing program at $making
the invoice amount $a month (plus the billing and payment service charge
of $.74). The account was issued the
payment agreement offer. Should Mr*** *** contact the Revdex.com again please refer him to Mark at NYSEG at
***
***Original Response***
I have attempted to reach Mr*** *** several time 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 as a mailbox that is not set
up”. I also attempted to reach the
customer of record (Mr*** *** 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/for him to respond to the letter. Should Mr*** *** contact the Revdex.com again
please refer him to Mark at NYSEG at ***
Thank you,
Mark L
Analyst-Team NY
Customer Appeals Department
***
v

Please see attached as company's response to case.October 26, 2016 I have reviewed Ms*** concerns and offer the following response: Ms*** had a previous Revdex.com case regarding this same matter in June 2015. At that time NYSEG provided the collection agency
with the information to take this off of her credit report. Per Ms***’s comments it was not fully removed. After contacting the collection agency today they assured that it would be removed completely. In regards to the fee Ms*** is referring to it is a payment processing fee of $which would be charged to any customer using a debit or credit card for payment. This matter is closed. 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 1.800.231.2888. Yours Sincerely, Appeals Department NYSEG Executive Office

I have reviewed Ms***'s concerns and offer the following response to the above mentioned complaint. NYSEG is required to maintain safe clearance between vegetation and the electric linesIn order to do so the company routinely hires qualified line clearance contractors to trim/prune vegetation to comply with industry standardsIn July on two different days *** *** ***left door knockers at the location (to which Ms*** acknowledges contact was made) to advise of the upcoming workThe company did not hear from her and proceeded accordinglyAs mentioned previously industry standards were followed in regards to clearance specifications. In order to assist Ms*** 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 belowI can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat 1.800.231.2888. Yours Sincerely, Mark L*** Appeals DepartmentNYSEG Executive Office

Please see the attached response. Should you have any questions or need additional information, please call Rebecca J*** at ###-###-####

The attached letter was sent to Ms*** as the company's final response to this matter

Dear ***.I have reviewed Mrs***'s concerns and offer the following response to the above mentionedcomplaint.With deregulation customers have the choice of their *** *** *** (***) with NYSEG beingtheir delivery company (of course NYSEG can be the supply company as well).Mrs
*** was with an *** called NYSEG Solutions which is a different entity than NYSEGNYSEGSolutions transitioned to *** *** in Ms*** should have been contacted by them toinform her of the changeAdditionally the information on what supplier was billing her changed fromNYSEG Solutions to *** *** in on her invoice dated 7/21/2016.NYSEG the delivery company did not make this change as NYSEG is just the presenter of the charges forthe ***s.Mrs*** recently switched suppliers to Public Power LLCThis change will be affective with her nextinvoice (July).If you or Ms*** would like to discuss the matter , please contact me at the phone number listedbelowI can be reached Monday through Friday between the hours of 8:a.mand 4:p.mat###-###-####.NYSEG Executive'0fficeAn equal opportunity employer

This letter is in response to the complaint received by the Revdex.com from MsMichelle *** regarding the Street Light out for service located at Imperial Drive Ms*** concern for the street light being out was forwarded to the supervisor of the street lighting team to get
done as soon as possibleThe street light repair was completed May 31, 2018.Unfortunately, the area has experienced several major storms that have delayed Street light repairIn conclusion, the street light has been repairedNYSEG will continue to make efforts to resolve street light repairs as soon as possibleYours Sincerely, Simone W*** Appeals Department NYSEG Executive Office

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am not disputing the charges on my account, I am disputing the fact that I am required to pay $to keep my service active I realize that my payments have been late, BUT they have always been paid I tried to pay the $that was due and no one would take it I would like to pay that and get back on my payment plan Regards, *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do, on the other hand, believe that NYSEG should change procedures in their billing department where they wouldn't deem Kwh usage "implausible", as this forces a representative to change the actual reading and creates a much higher bill in the future. Regards, *** ***

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint. It is typical for NYSEG to ask for load sheets for commercial servicesIt doesn’t matter if the facility was once connected to NYSEG, the customer could have
completely changed how the facility is run and equippedTo make sure that NYSEG has the right size transformers, to make sure the distribution network is robust enough to handle the load and that the customer’s equipment does not adversely affect other customers power quality, the customer’s load information they provide to NYSEG is criticalIt is not up to NYSEG to go and evaluate and inventory the customer’s equipment, it is up to the customer to provide an accurate and complete profile of their load. It is unfortunate that the customer’s service was vandalized after the property was basically abandoned but we need the load information - their electrician should be able to put together an accurate load. The above information was the original company position regarding this matter. The company has agreed (as of 3/19/2018) with Mr*** that if he provides a signed document to the company advising that the load has not changed and his potential use will not the grid the company will waive the load sheets and the job will progress. As of the writing of this response the company has not received the document. If 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

I have reviewed the response made by the business in reference to complaint ID ***, 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 houseThe company acts as though a messealy 25$ is the solution to the horrible customer service not only over the phone but in person as wellPersonally a 25$ band aid is not a acceptable solution to these issues. Regards, *** ***

Account Number: *** This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding the NYSEG refrigerator recycling program for his service located at *** *** *** *** *** ** *** NYSEG’s refrigerator recycling
program team reached out directly to Mr*** 11/8/The pickup for the refrigerator has been scheduled for 11/9/and Mr*** received an apology for the refrigerator not being picked up 11/7/Mr*** is satisfied with the new appointment date of 11/9/Sincerely, Simone, Analyst RG&E Customer Appeal

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Customer sevices rep was belligerent continued to lie about the accountalso service left my meter a messI'm not sure how I can provide doctuments as they can manipulate the website and told me they would delete all my banking info (which as of that day they hadn't) and I can no longer log intoIf they delete and pentaly charges from them billing the wrong account turn power back on at no charge and pay for any water damage that my have occurred I'd be satisfiedmind you that doesn't cover my refrigerator or freezer items, my refrigerator items and and $of water damage from them when I asked for the location service to be turned on and they turned off the location thinking it was the commercial water pump meter about years ago. Regards, *** ***

I have reviewed *** ***’s concerns and offer the following response to the above mentioned complaint. NYSEG records indicate that Ms*** was removed from budget from being delinquent with paymentsThe last payment NYSEG received from the customer was October 23,
2017. December 26, an invoice of $was mailed out, no payment was received as a result Ms*** was removed from budgetJanuary 23, an invoice for $was mailed to Ms*** reflecting current charges, past due charges and a cancelled budgetHEAP applied a $grant February 5, to prevent services from being disconnected for non-paymentIn addition to the HEAP grant the customer had $in credits from her budget that came forward. Ms*** currently has credits of $90.44; she is no longer past due nor in danger of being disconnected for non-payment. Ms*** is able to get back on budget due to being currentIn conclusion, Ms*** has credits on the account for $she has the ability to enroll in budget at any time. Yours Sincerely, Simone W*** Appeals Department NYSEG Executive Office

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, *** ***

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint. It is typical for NYSEG to ask for load sheets for commercial servicesIt doesn’t matter if the facility was once connected to NYSEG, the customer could have
completely changed how the facility is run and equippedTo make sure that NYSEG has the right size transformers, to make sure the distribution network is robust enough to handle the load and that the customer’s equipment does not adversely affect other customers power quality, the customer’s load information they provide to NYSEG is criticalIt is not up to NYSEG to go and evaluate and inventory the customer’s equipment, it is up to the customer to provide an accurate and complete profile of their load. It is unfortunate that the customer’s service was vandalized after the property was basically abandoned but we need the load information - their electrician should be able to put together an accurate load. The above information was the original company position regarding this matter. The company has agreed (as of 3/19/2018) with Mr*** that if he provides a signed document to the company advising that the load has not changed and his potential use will not the grid the company will waive the load sheets and the job will progress. As of the writing of this response the company has not received the document. If 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

Name* *** *** NYSEG Account #: *** Dear ***, This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding the minimum agreement Ms*** filed a complaint with the Public Service Commission April 13, On that
date Ms*** was reinstated on the minimum installment plan Ms*** needed to satisfy the balance of $as of November 9, to reinstate minimum installment plan. November 9, Ms*** made a payment of $200.00, November 29, $HEAP made a payments December 6, $and $April 3, Balance has been satisfied and she is now reinstated on the minimum agreement Yours Sincerely, Simone W*** Appeals Department NYSEG Executive Office

Revdex.com complaint ID # ***
***Response to additional comlpaint***
The company has reestablished the minimum payment agreement
with the balance as reflected today 9/10/of $as they have
qualified for the minimum payment agreement.
The account was also set on the Budget Billing program at $making
the invoice amount $a month (plus the billing and payment service charge
of $.74). The account was issued the
payment agreement offer. Should Mr*** *** contact the Revdex.com again please refer him to Mark at NYSEG at
***
***Original Response***
I have attempted to reach Mr*** *** several time 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 as a mailbox that is not set
up”. I also attempted to reach the
customer of record (Mr*** *** 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/for him to respond to the letter. Should Mr*** *** contact the Revdex.com again
please refer him to Mark at NYSEG at ***
Thank you,
Mark L
Analyst-Team NY
Customer Appeals Department
***
v

Dear ***, This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding her billing for her service located at *** *** *** *** ** *** NYSEG’s billing team reached out directly to Ms*** September 19, in an attempt to
schedule a meter readA meter read was scheduled September 20, to determine the validity of the billingThe read did fall in line with the prior company read indicating the balance of $is accurateThe billing team provided an explanation that the month prior was estimated kwh too lowMs*** advised she did not receive her Further provided an over the phone analysis of appliances and the usage of those appliances based off the information Ms*** providedMs*** was placed on the card read program where she will receive a reminder for her to provide a read to avoid estimated meter reads. Ms*** was offered an affordable plan allowing her to make monthly payments in addition to her current billSincerely, Simone, AnalystRG&E Customer Appeals

I have reviewed Ms*** concerns and offer the following response: All of NYSEG's invoices are due upon receipt with a day window before late payments are assessedAll special arrangements such as the budget billing (BB) program and payment agreements are due in full every month as well or risk deactivationAs attachments of invoices since September show (last time the account was current) this account has not been current since thenSubsequently she has lost the balance billing program (twice) and as of 4/12/the minimum payment agreement has deactivated. Attachment #1September invoice: Shows account is current (newly placed on minimum paymentagreement) with $due by 10/1/2016.Attachment #2October invoice: No payment received, credit of deposit interest of $and new chargesissuedTotal due $226.53.Attachment #3November invoice: Payment of $received, account still past due and new chargesissued (newly added budget billing)Total due $286.58.Attachment #4December invoice: No payment received and new charges addedTotal due $446.66.Attachment #5January invoice: HEAP payment of $credited leaving account still past due $45.66,loss of BB resulting in a credit from budget summary of $and actual charges being billedof $Total due $218.52.Attachment #6February invoice: No payment received and new charges issued (again placed back onBB)Total due $377.63.Attachment #7March invoice: Payment of $received, account still past due and new chargesaddedTotal due $317.32Attachment #8April invoice: Payment of $received, account still past due, loss of BB resulting indebit of BB resulting in a debit from budget summary of $and actual charges being billedof $Total due $421.21.Attachment #9April 5, reminder notice advising $needed to be paid by 4/12/or risk losing thepayment agreement.Attachment #0April14, final termination notice that shows the entire past due balance which includes thepayment agreement that deactivated from the account due to late payments.Attachment #114/20/minimum payment agreement offer advising a payment of $required to enterback into a minimum payment agreement.To review: Since the account was current in September there has never been a BB payment amount due higher than $There were times the total invoice owed was higher than the BB amount but that was because of late paymentsAs of the writing of this response the account can be brought current and placed back on the minimum payment agreement with a payment of $which would be due before the final termination notice expires on 5/3/2017. There are no other options available. If you 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 *** Your sincerely, Mark *** Appeals Department NYSEG Executive Office