New York State Electric & Gas Corp.

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. 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, *** ***

Today 8/8/I contacted Mr*** and addressed his concerns. He was satisfied with the resolution. 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 ***. Mark *** Analyst-Team NY Customer Appeals Department

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

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. Heap did make them aware of the pending payment and they called me to argue with me over the phone and not talk to me in a polite respectful way They also argued that they sent a disconnection letter in April to have my services turned off before May 13th if I did not pay , I made a payment and also no other disconnection notice after that Only a bill to make a payment and I was trying to make a payment for a week and they can look in my call records but the automated system kept bouncing me back and forth and I am always on hold for over twenty minutes This did not solve any issues as when I try to talk to a supervisor they sent it and when someone called me to state they received my complaint they were rude and I do not want to talk to someone who is disrespectful They told me over the phone heap does not hold an account for payment that I have to make payments until heap kicks in I advised Medicaid and heap advised me that they do put a hold on the account as that's what heap is for is when you are strugglingIf I had money to make payments why would I need heaps help ?? Regards, *** ***

I spoke to Mr*** on 4/7/2016. I listened to his concerns regarding his phone number being listed on his NYSEG account information. I advised him that the company not only uses a number listed on his account for credit reasons but also in regards to emergencies, unplanned
outages and other critical reasons. I advised Mr*** that I would make sure his phone number is not on the acocunt (and representitives should not be asking for it). Mr*** understands that in the event his account goes into collections the only form of contact to advise will be the notices sent in the mail and then the field activity. Mr*** is satisifed at this time.Any further questions please contact me.Mark L***NYSEG Appeals Department***

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding services being disconnected March 23, Mr*** called NYSEG to advise that a NYSEG representative came to the door to shut off service. Mr*** called
customer service and was asked to provide an address, the address he provided did not load in the systemThe representative asked for a meter number, the meter number would be used to locate the address to start serviceThe meter number was not provided, unable to put service in Mr***’s name the services were disconnected per previous tenant’s requestMarch 26, Mr*** provided necessary information and NYSEG was able to put services in his name, services were connected as of March 29, The previous tenant scheduled a move out since they no longer reside at the property Mr*** moved into the residence without setting up service in his name with NYSEGWhen the address was provided Mr*** was able to get service in his name. Mr*** contacted NYSEG November was made aware to provide a meter number, he did not call again until March 23, Please see below the first interaction for the address was November 16, Sincerely, Simone, Analyst NYSEG Customer Appeals

Attached is the company's response. I also advised her of this in a telephone call this morning.I have reviewed Ms***'s concerns and offer the following response to the above mentioned complaintAll 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 deactivationBelow is overview of the correspondence sent to Ms*** (with supporting documentation). Attachment #March 14, invoice sent showing account past due $with new charges of $which totals $The past due charges are subject to collectionactivity and new charges due by 4/6/The account is also on a payment agreementAttachment #April 12, reminder notice sentThis notice advises that as of 4/12/the account is past due by $due by 4/19/or a final termination notice will be issue that could include the full past due charges (and possible deactivation of payment agreement)Attachment #April 13, invoice sent showing account past due $(after past due charges of $paid that were past due with March invoice which were actually due 3/8/2017) with new charges of $which totals $The past due charges are subject to collection activity and new charges due by 5/6/The account is also on a payment agreementAttachment #April 21, final termination notice sent which advises that the account is now past due $and that amount needed to be paid by 5/7/or termination will occurThis 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/for $The final termination notice was for $which was not covered by that payment so the notice was still active for $The service was disconnected on 5/10/Ms*** called in and paid the remaining amount due of $and service was scheduled to be reconnected within hours as long as the breakers are offI spoke to Ms*** todayI advised her of the above timeline of billing and collection activity on her accountI also advised her that the company is regulated to send notices through the mailIf she did not receive the notices there is nothing the company can do as they were issued to herI reiterated that the breakers must be off for service to be reconnected todayIf 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 *** 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 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, *** ***

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

Attempts to reach Ms*** by phone were unsuccessful, the follwoing letter was sent as company's response
May 19,
Ms*** ***
*** *** *** **
***, ** ***
RE: Revdex.com Case: # ***
Account: #
***
Dear Ms***:
This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com)
On 3/19/the company sent you a final termination notice that advised $was required to avoid disconnect of your service by 4/4/2015. Since that notice was not paid as advised the service was disconnected on 4/23/2015. You stated you made a payment on your account on 4/23/online using your bank. NYSEG would have no knowledge of this payment. On 4/24/(Friday) you made the required amount for reconnection and a same-day reconnection was issued. At the time of this call you were advised that the breakers must be in the off position so the company could safely turn your meter back on. When the company arrived there as a “load on the meter” which indicates the breakers were not off. Subsequently the service could not be reconnected The company did not hear from you again until 4/27/when you were again advised that the breakers needed to be off. The reconnection was scheduled again within the hour period allowed by the Home Energy Fair Practice Act (HEFPA). Your service was reconnected accordingly on 4/28/2015. The company made no error in the disconnect or reconnection of your service and is not liable for any damages you may have incurred
If you would like to discuss this matter further, 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,
*** ***
Appeals Department
NYSEG Executive Office

I have reviewed *** * *** 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 Yours Sincerely, Simone Williams Appeals Department NYSEG Executive Office

NYSEG's Appeals department contacted Mr*** on 12/10/I advised Mr*** at that time the company would research his concerns and get back to himI advised Mr*** by voicemail that he was correct that NYSEG did do the digging however this was a joint project between NYSEG and
VerizonThe agreement between the two companies was that NYSEG would do the digging and Verizon would do the clean-upNYSEG contacted their contact person at Verizon who confirmed that Verizon's contractor would be calling Mr*** to discuss the cle(NYSEG provided Verizon with Mr***'s contact information)Mr*** should be satisfied with NYSEG's response to his concernsI provided Mr*** with my contact information and asked if she had any further questions to contact meIf you would like to discuss this matter, please contact me at the phone number listed belowI can be reached Monday through Friday between the hours of 8:a.mand 4:00p.mat 1.800.231.2888 Sincerely, Mark *** Appeals Department NYSEG Executive Office

I spoke to Mr*** this morning. I advised him that his account was on the company’s minimum payment agreement; that payment agreement recently deactivated for credit reasons. That agreement can be set back up and the account brought current with payment of $138.42. Mr***
states he will be making that payment by 6/23/at NYSEG’s local office. I advised him once he makes that payment to contact me directly (my contact information was provided) and we can make sure his account is set back on the payment agreement and current. Mr*** understands he must contact me for this to occur. Mr*** is satisfied at this timeIf the Revdex.com or Mr*** has any further concerns regarding this matter I can be reached at 1.800.231.2888. Thank You, Mark *** NYSEG Executive Office Tell us why here

Please see the attached response. Should you have any questions or need
additional information, please call Rebecca J*** at ###-###-####. Upon receipt of the above Revdex.com case 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 a message was received that the voice mail box is full and cannot accept any new messagesA letter will be mailed to Ms. *** asking she contact the Appeals officeMy name and phone # will be provided in the letter. A review of the NYSEG account confirms a deferred minimum payment agreement was activated on 6/16/for the full balance of $4,No payment was required to activate the payment agreement. Since 6/16/2015, two monthly invoice statements have been issuedAn invoice dated 7/10/was issued based on customer reads provided for the electric and gas meters. NYSEG read both meters on 8/7/and found the customer read provided for the gas meter was incorrectThe invoice dated 7/10/was canceled and rebilledThe account balance at this time of $represents two months billing for electric and gas consumptionThere is no record of payment received at this time. This information will be provided to 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 ###-###-####, Monday through Friday between the hours of 8:00a.mand 4:p.m. Sincerely, Rebecca J***NYSEG Executive OfficeAppeals Department

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

Consumer called to adjust desired billing credit from $to $She also want the meter tested and when found faulty, replaced or repaired

I have reviewed Mr***'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*** 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*** 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***Appeals DepartmentNYSEG Executive Office

I have reviewed Mr***’s concerns and offer the following response: Due to the heavy workload in the NYSEG district that services Mr***’s electric needs the schedule for field work is full until mid-February. At that point any jobs/work not on the schedule will be placed on it
in the order in which they were received. There is no definitive date as to when this will be completed other than to note it will not be done before mid-February.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

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
The attempts to reach me were during my work hours and I could not answer at those times I have been authorized on the account for years since I had to pay $for a termination at that time NYSEG has been making alot of mistakes and trying to hold us accountable lately including but not limited to estimating oyr usage for months and then sending us a bill for the difference and expecting a low income family to pay months worth in one shot, and not switching all information like myself being authorized on the account when we moved My fiance has made an agreement with NYSEG but I am not going to end my complaint until they hold up their end of said agreement of placing our entire balance of $in a payment agreement of $extra per month for a total of $per month with $down payment I will email when said agreement is complied with.
Regards,

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