New York State Electric & Gas Corp.

NYSEG’s Appeals department contacted Ms*** 11/17/to discuss her
concerns. There was no answer and a
message was left for her to return my call. Ms*** returned my call on 11/18/we discussed her concerns
regarding the intermittent brief outages she has
experienced. The company offered her the following
explanation:
The outages have been caused by “trips”
and “recloses” on the circuit that service her neighborhood.
The company is replacing poles on the
circuit in question
The company also agreed to send a crew
to her home to check on all the connections on the transformers, weather
head and the meter box. MsLeon
accepted this and a site visit will be conducted in the very near future
Ms*** is satisfied with this resolution. I provided Ms*** with my contact
information and asked if she had any further questions to contact me. If you would like to discuss this 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
Sincerely, Mark *** Appeals Department NYSEG Executive Office

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding his budget billing and payment for service located at *** *** *** *** *** ***.NYSEG records indicate that on March 4, Mr*** setup recurring payments at
NYSEG.ComThe recurring payments are setup by the customer logging into their NYSEG account online, entering their routing number and bank account number for their monthly payments to be deducted from and selecting when the funds will be deducted. Mr*** selected that the payments be deducted days before the due date (see below) the recurring payments have been regularly deducted since March 4, On January 5, 2018, an invoice was emailed to Mr*** in the amount of $with a due date of January 28, A manual payment of $was made on January 8, by Mr***The system automatically deducted $on January 25, per the recurring feature that was setup March 4, On January 25, 2018, Mr*** called NYSEG and spoke with a representativeDuring that conversation it was explained to Mr*** that he signed up for recurring where the funds are directly debited per his requestThe funds were deducted every other month per the information that was entered into the systemThe representative also explained that NYSEG would need a bank statement to ensure the funds cleared the bank prior to issuing a refund checkUpon receipt of the bank statement confirming the funds cleared, 3-business days, a check will be mailed to the customer for refund of the overpaymentIn conclusion, NYSEG will refund the payment to Mr*** once the proper documentation is received from the banking institution to verify that the payment did clear his bank accountMr*** signed up for the recurring feature online, entered his banking information and selected the timeframe payments should be deducted. He made a payment himself without the company knowledge in addition to the automatic deduction that Mr*** set upSincerely, Simone, Analyst

attached information was provided to Mr*** today.9/7/2016 Revdex.com complaint ID # *** Mr*** ***
*** *** ***
*** ** *** I contacted Mr*** 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*** 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*** to have the landlord contact NYSEG ESI Department to get this taken care of. Should Mr*** 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:a.mand 4:p.mat 1.800.231.2888. Mark L***Analyst-Team NYCustomer Appeals Department1.800.231.2888

Revdex.com:
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,
*** ***
excuse me, for not being more clear with my emailbut your companyneeds to address customers clear, with notices at doors for example before handI made many attempts to callthe day of when your company turn off my electricwhen I clearly made a phone call that same afternoon and spoke to customer service, and told them I sent a check out that morning. therefor I shouldn't of been charge $to TURN ON MY SERIVCE when I had to pay the next day using a family phoneI want this email sent to your boss thank you. I am more than willing to back up my claimswith written proof that both my husband and son have health issues, if neededyou can let me knowi am not agreeing to your company being exempt from any flaws. days are unaccusable, without power. NO NOTICE AT DOOR ON MONDAY 4/from pass attempts of turning on the power when we return that day

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding his budget billing and payment for service located at *** *** *** *** *** ***Mr*** attached information from the NYSEG website regarding Auto PayThe information explains the invoices will automatically deduct on the date due monthly. It states further to cancel any payments that could possibly interfere with Auto Pay to avoid duplicate monthly paymentsPlease see below. Mr*** made a manual paymentAs a result, the manual payment cleared in addition to the Auto Pay payment. If a NYSEG representative was made aware of the manual payment that Mr*** made nearly weeks ahead of his Auto Pay payment a representative could have cancelled Auto Pay to avoid a duplicate paymentAuto Pay deducts the amount that is generated on the InvoiceManual payments will not stop Auto Pay from deducting the amount it was instructed to upon the setup of Auto Pay The funds deducted automatically per the information that was entered during the setup of Auto Pay, that is the design of Auto Pay.In conclusion, Mr*** setup Auto Pay feature online, entered his banking information and selected the timeframe payments should be deducted. He made a payment manually without the company knowledgeAuto Pay deducted as it was designed to. Sincerely, Simone, Analyst

NYSEG’s Appeals department contacted Ms*** 11/17/to discuss her
concerns. There was no answer and a
message was left for her to return my call. Ms*** returned my call on 11/18/we discussed her concerns
regarding the intermittent brief outages she has
experienced. The company offered her the following
explanation:
The outages have been caused by “trips”
and “recloses” on the circuit that service her neighborhood.
The company is replacing poles on the
circuit in question
The company also agreed to send a crew
to her home to check on all the connections on the transformers, weather
head and the meter box. MsLeon
accepted this and a site visit will be conducted in the very near future
Ms*** is satisfied with this resolution. I provided Ms*** with my contact
information and asked if she had any further questions to contact me. If you would like to discuss this 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
Sincerely, Mark *** Appeals Department NYSEG Executive Office

This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding unbilled gas consumption usage for Gas meter located at *** *** *** *** *** *** Ms*** has not been billed for gas consumption from May 6, to March 6, please see belowThe invoices registered zero consumption monthly which was reflected on the invoices the customer received. According to the HEFPA guidelines, under section Meters and Back Billing, NYSEG can back bill a customer for unbilled consumptionNYSEG has billed per the letter below March 7, to February 18, Ms*** is being billed for the most recent year of her gas consumption. In conclusion, gas has been used at the addressThe meter stopped registering consumption May Two years of gas consumption was not billed to the customerThe customer actively lives at the address, gas would be consumed especially during the winter monthsMs*** is being billed one year of gas consumption out of nearly three years of not being billedNYSEG provided correspondence to explain the process for the customer’s reviewAn installment plan was offered to assist the customer with the cost of the invoice. Sincerely, Simone, Analyst NYSEG Customer Appeals

I spoke with Ms*** 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*** has any further concerns regarding this matter I can be reached at 1.800.231.2888.Thank You, Mark *** NYSEG Executive Office

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, *** ***

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

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding estimated reads for service located at State Hwy Greene NY NYSEG obtains reads for this address every other month, the odd months of the yearJanuary and March, due to
extreme weather conditions that impacted the area NYSEG was unable to obtain reads for reasons outside of the company’s controlMay a meter reader was on site and unable to gain access to the meterMr*** had prior interaction with a meter reader expressing his frustration with driving on his drivewayThere is gate at the beginning of the driveway if it up/locked meter readers unable to obtain a readNYSEG has record of a large sign on a tree (with vulgarity) stating to utilize low gear not to “Tear up the gravel”, the customer has utilized logs and or a metal line to block the driveway as wellAttempted to contact customer to discuss further, I called the number provided it rang several times, no answer no voicemailThe company was successful obtaining a meter read in July. NYSEG‘s records indicate Mr*** will receive interim meter read remindersMr***, if he chose, would be able to provide reads the months NYSEG does not read the meterThe company is scheduled to read the meter on or about September 5, Weather permitting and no access issues NYSEG should be able to obtain a readIn conclusion due to inclement weather beyond the company’s control and barriers to the meter are the reasons the meter was not read January, March and MayMeter reminders have been added to the account to avoid estimates going forwardMr*** has the option to go an installment plan if unable to satisfy the invoice by the due date

Dear ***, this is the reply I sent to NYSEG upon reading their reply to you that you forwarded to me(This is the first time I am hearing anything about the meter stopping in If that is the case, how could NYSEG let this continue for such a long period of time, you failed to inspect your equipment in a timely manner and have no assumed usage charges that I feel are acceptableI am a senior citizen, on a fixed income and this is very hard for me financiallyI would think your company should have safeguards in place to ensure this from happening!)

Mrs*** also file a complaint with the New York State Public Service Commission (PSC) with case # ***. A formal response to her concerns was submitted to the PSC on 5/5/2016. Mrs***’ concerns will be addressed with the decision made by the PSCIf the Revdex.com or
Mrs. *** has any further concerns regarding this matter I can be reached at Thank You, Mark ***NYSEG Executive Office

This is in reply to the addition information requested on 11/20/2016: As advised in the previous letter sent to the Revdex.com as a courtesy two $returned check fees (one for each of his accounts) have been credited to the account although no NYSEG error occurredMr*** has accounts for both ** * ** *** **. The service at was correctly disconnected for credit reasons. The account is now current and he can now simply contact the company to request the service back on (when he does he will be advised it will be done within hours and breakers need to be off). This service was disconnected on 10/26/and could have been requested by Mr*** to be turned back on once the account was brought current with the payment posted on 10/27/2016. It is up to him to contact the credit department to take care of the reconnection. In the event of a service being disconnected for credit reasons the company is not responsible for loss of food or damages caused by freezing pipes. I will also comment his account that if/when he calls to reconnect the service for he will not be assessed a reconnection fee.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,Mark *** Appeals Department NYSEG Executive Office

I have reviewed Ms***'s' concerns and offer the following response to the above mentioned complaint. According the company's outage restoration information the service for Ms*** wasrestored approximately 8:12PM on October 31, 2017. Further, Estimated restoration times may
change as we work to restore powerWe encourage customers to check back regularly by either calling in on the electric emergency line (1.800.572.1131) or visiting NYSEG's outage page at www.NYSEG.com/outagesThe term, "Assessing", may appear if we have not yet completed our investigation of repairs that need to be madeOutage information is updated as conditions change and new information is receivedThere is also information on the back of this letter explaining the restoration processIt should also be noted the company is not responsible for customer loss due to circumstances beyond the company's control which in this particular case is a unprecedented wind stormIf 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 ***Yours sincerely, Mark L***Appeals Department NYSEG Executive Office

I was able to leave a message on 4/1/on Ms***'s voicemail with my contact information. In an effort to reach her today I tried the same number again and received a message from the operator with a code. Looking up the code it states the customer is out of prepaid minutes.
With that I have sent her the letter attached and held her account until 4/for her to return my call. I will discuss her concerns with her if and when she contacts me back

I have reviewed Ms***'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 makeCustomers 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 belowI 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 Ms***’ concerns and offer the following response to the above mentioned complaintThis matter was actually handled by PSC case # *** on 7/12/2017. Ms***’ originally requested service for 7/11/as Ms*** stated she was not there when NYSEG arrived so the
company was unable to turn on the gas and electric. The services were successfully turned on 7/13/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

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding his budget billing for service located at ** *** *** ** * *** *** *** ***November 20, Mr*** spoke with a NYSEG customer service representative
regarding his invoice and budget billingThe balance was discussed and the option was provided to Mr*** to spread out the balance throughout the course of monthsMr*** accepted. January 24, Mr*** called into NYSEG and spoke with a representative for minutes seconds in regard to the budget. During that conversation Mr*** was on the budget for two months and reviewed his January invoice with the NYSEG customer service representativeIt was explained to Mr***, the budget is based off of the previous months of usage, how to review the budget balance after payment on page one, how to review actual charges on page and he was signed up for meter reminders to avoid estimated meter reads. Mr*** receives invoices in the mail monthlyPage one of the invoice reflects the budget billing summary which provides details for usage and cost while on budget. In addition to the budget details printed on page one of the monthly invoice he was provided the tools January 24, to review the invoice to avoid a deficit at the end of the budget year. In conclusion, there will be no compensation for the amount accrued for the budget yearMr*** received the invoices monthly where there is a summary reflecting usage and balanceMr*** also discussed budget with a NYSEG customer service representative in depth to understand the budgetThe balance that came forward has been spread out throughout months to make it more affordable for Mr*** to pay. Sincerely, Simone, Analyst RG&E Customer Appeals

I have reviewed Mr***’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: *** 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