New York State Electric & Gas Corp.

Please see attached as company's response to concerns. Please note date on the letter as original response to Revdex.com was sent then.January 5, 2017RE: Revdex.com Case #: ***NYSEG Account#: ***Mr*** *** *** *** *** *
*** ** ***Dear ***I have reviewed Mr***'s
concerns and offer the following response:In the case of momentary outages that may happen as a result of any planned orunplanned minor work or repairs on the lines that need to be made the company willattempt to contact customers in person on the day the work will be done to advise thatan outage could occur (with the estimated down time)In the event of a longer plannedoutage correspondence is issued to the customer in advanceNYSEG makes everyeffort to advised all customers of potential loss of service.Should any customer feel that loss of service (other than for credit reasons) hasdamaged their property they can contact NYSEG's damage at either*** or at 1*** *** **If you 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.mand4:00p.mat ***Yours sincerely,Mark L***Appeals DepartmentNYSEG 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 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 ***

Business Bureau: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you so much for your time in this matter. I really appreciate your help
Regards, *** ***

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 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

The company left message for Ms*** to contact the company to discuss her concerns. There has yet to be a reply. The company has sent the attached letter with contact information and concerns will be addressed if/when she responds

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***’ concerns and offer the following response to the above mentioned complaint This 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 L Appeals Department NYSEG Executive Office

Please see the attached response and documentation. Should you have any questions or need
additional information, please contact Rebecca J at *** Thank you. NYSEG's Appeals department made contact with Mr*** today and confirmed his most recent
payment paid the remaining balance of a deferred payment agreement and part of the charges billed in July. At Mr***' request, the past due July charges have been deferred to pay in two monthly installments beginning with the September invoiceActivating the deferred payment agreement has canceled the final termination notice; there is no danger of termination of service at this timeMr*** agreed to pay current charges by the due date of 9/11/2015. Mr*** is satisfied with the above resolution and he agreed to call me back if neededMr. *** has been given my name and phone number. 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.mand 4:p.m. Sincerely,Rebecca JNYSEG Executive OfficeAppeals Department

This letter is in response to the complaint received by the Revdex.com from *** *** regarding the delivery charges for service located at *** *** *** *** *** *** ** ***. January 30, 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 taxesThe 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, *** *** 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the information provided by NYSEG is in fact when regarding *** *** (spouse) had ingaged contact with the meter reader about driving down the driveway which has never happened at any time, I request for the meter reader to give me a description of MR*** to the best of her knowledge as we can give full knowledge of the women who reads the meter at this address( white female in her late 40's brown hair with tattoos up her arms who wears white frame sunglasses) with at being said she should have no problem doing the same, secondly there is no gate of any kind at the top of the driveway blocking entrance, on regards to the sign part way down the driveway that which does say "use low gear don't tear up the *** gravel is there for the soul purposes of the *** drivers who speed up and out of the driveway like it's a highwayWe have never had an kind of problem with NYSEG meter readers since day one when the power was turned on with this being said I'll be sure to view driveway surveillance system to see if the attempt was made in May to read the meter I'll be sure to send a copy of the video feed with regarding this statement ( NYSEG and any Other person/person's are bring recorded)MR.*** and I see in best interest for us is to give a meter reading EACH month so non of this outrageous billing statements will happen from here on out..

This is an update on my caseThe email I received from your company stated that I had to restate what I wanted from NYSEC to rectify my complaintI am requesting NYSEC to either send a landscaping company to prune damages trees correctly, or if trees are unsalvagable then I want the mutilated
trees removed and new trees plantedI have sent you a photo of the two decapitaed trees in front of my home that now diminishes the curb appeal of my home and the value of my propertyIt is an eyesorePlease reply

The attached letter was sent to Ms***. He concerns will be addressed when she contacts the company back.May 24, 2016Ms*** *** *** ** *** *** ** *** RE: Revdex.com Case # : *** NYSEG Account #: *** Dear Ms
***,This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com). I have left several messages for youSince 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:a.mand 4:p.mat 1***.Yours Sincerely,Mark L***Appeals DepartmentNYSEG Executive Office

consumer filed another complaint on 4/26:ON 4/25/I FILED A COMPLAINT WITH THE Revdex.com OF NEW YORK,YODAY I CALLED NYSEG ONE MORE TIME TO SEE WHEN THEY WOULD DO THERE JOB .I WAS TOLD THIS TIME A TOTALLY DIFFERENT ANSWER OF THE WEATHER WAS SO GOOD THIS WINTER THAT THEY ARE BEHIND,AND THEY HAVE PEOPLE
RETIRING NOW.IF THIS ISNT THIS BIGGEST LINE OF BULL I HAVE HEARD IN A WHILE.I RECEIVED NOTICE ON MARCH 13TH THAT THEY WERE SENDING OUT SOMEONE TO THE HOME TO PLAN OR SOMETHING ,I DONT KNOW.AS OF APRIL 26TH ,NOBODY CALLED ME,BEEN TO MY HOME,OR BEEN ON THE PROPERTY.NO SERVICE .BUT MY ELECTRIC BILL KEEPS COMIN.ALMOST DAYS WITH NO POWER TO RUN MY HOME Finish the JobJUST DO SOMETHING,THESE PEOPLE ARE PATHETIC TO DEAL WITH

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 belowAlso I have tried to contact them and just get sent to voicemailI have had no response back I would like my matter to be resolved in the fashion I had requested it to be thank you
Regards,
*** ***

I have reviewed Ms***'s concerns and offer the following response to the above mentioned complaint.Mr***'s gas service was correctly disconnected on 5/15/for nonpaymentHe didmake the required payment a short time afterHowever, the representative that took thepayment never issued a reconnection order (company error)The company was successful inreconnection 5/17/Per the Company's filed tariff the Company has a window of hoursto perform a reconnect provided all conditions of the reconnect are met which includes properaccess to all gas appliancesSince the company did not get the service reconnected in withinthose guidelines a credit of $has been placed on the account.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. Yours Sincerely, Mark ***

I have reviewed Ms***’ concerns and offer the following response to the above mentioned complaint.Ms***’ 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*** can contact our Energy Services Department at 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 completeYours Sincerely, Mark *** Appeals Department NYSEG Executive Office

Upon receipt of the above Revdex.com case, Appeals contact attempt was made to Ms*** and a voice mail message was left asking she return the callMy name and phone #was providedA 2nd contact attempt was made today and another voice mail message was asking Ms***
return my callIf Ms*** does not return my call today, a letter will be mailed asking she contact the Appeals officeContact information will be provided in the letter. A review of the NYSEG account confirms a deferred minimum payment agreement was activated on 6/16/and defaulted on 12/12/due to non-paymentMissed payments of $are required to reinstate the minimum payment agreement. In reference to Ms***'s concerns with high electric use, it is the customer's responsibility to determine how the electricity is used inside the homeHowever, NYSEG can assist with an analysis of appliances used in the home, as well as discuss her request to exchange the straight electric meter to a day/night meter. A review of the account balance and high bill concerns will be discussed with Ms***when she is able to contact this office. As a regulated utility, NYSEG is mandated to follow tariff rules and regulationsAll regulations were properly followed in this matter. 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.mand 4:30p.m. Sincerely, Rebecca NYSEG Executive Office Appeals Department

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding the removal of his electric meterNYSEG issued a Final Termination Notice on 09/14/for $to be addressed on or by 09/30/to avoid a possible interruption in service
09/17/NYSEG issued an Installment Plan offer Letter 09/29/NYSEG received payment of $10/13/16 NYSEG received Bank report of insufficient funds for $10/14/16 NYSEG issued a Standard returned letter to advise Mr*** of returned check payment10/17/16 NYSEG terminated electric service. 10/17/16 Mr*** contacted discuss regarding his disconnection of service. It was explained to him of his returned check for insufficient fundIt was explained that his bank would also have advised him of his returned check. Mr*** then requested to speak with a Supervisor.NYSEG Supervisor spoke with Mr*** regarding his concern with the disconnection of his serviceIt was explained company had sent a termination notice and had received his payment, but bank returned check and that the notice would become in effect again and workableMr*** states will be checking with his bank due to additional checks he wrote did not clear and he would be calling back for reconnection arrangement10/17/16 Mr*** paid $364.33, which included his past due amount and current bill amount. NYSEG issued a reconnection of service order and explained company has within 24hrs to reconnect his service unless he has a Medical emergency in his homeIt was advised to have his circuit breakers off.10/17/NYSEG could not turn service on due to circuit breakers not being in the off position.10/17/Mr*** contacted NYSEG to speak with a Supervisor due to service not being reconnected. The Supervisor again spoke with Mr*** in great length explaining why his service was terminated and explained NYSEG dunning process. The Supervisor explained she had agreed to have his service reconnected same day but since his breakers were not off service could not be reconnected. Mr*** then indicated he may reconnect the service himself. The Supervisor explained that upon arrival by NYSEG is service was reconnected by him the meter would be removed due to possible unsafe condition and he would then need an electrical inspection for safety.10/18/NYSEG field serviceman found upon arrival to reconnect electric service that someone had cut the seal and reconnected themselvesHe then removed the electric meter and placed a plate in10/18/16 Mr*** contacted NYSEG and stated no one advised him that he could not reconnect himselfIt was explained this is a safety issue and would now need an electrical inspection.10/19/16 NYSEG received electrical inspection and order was issued for 10/20/16.10/20/16 NYSEG has installed electric meter and reconnected service Sincerely, Mrs***Executive Office of Appeals