New York State Electric & Gas Corp.

Please find attached corrected datesNovember the customer was made aware of the balance that needed to be paidID# ***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 agreementYours Sincerely, Simone W***Appeals DepartmentNYSEG Executive Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 1.800.231.2888 Sincerely, Mark *** Appeals Department NYSEG Executive OfficeLink

I have reviewed Ms***'s concerns and offer the following response to the above mentioned complaintMs***'s original gas meter was exchanged on 6/26/because it wasn't recordingproperlyIn January her gas meter was chosen as part of the Annual Statistical Sampling as required
by the New York State Public Service CommissionThis sampling is based on a random selection of all gas meters in service. The company has agreed to remove her from this year's sampling because her meter was recently exchangedHowever, should her meter come up in future sampling's it will be requiredto completed. If you or Ms*** 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 8:00a.mand 4:00p.mat ***. Yours sincerely, Mark L***

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 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 moreYou 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

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

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

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,
*** ***

This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding the final invoice for service located at *** *** *** *** ** ***Ms*** filed a concern with the Public Service Commission on May 18, she was contacted by the
NYSEG Appeals Department to review the account. Upon review, it was discussed October 17, Ms*** requested services to be shut off in her name. October 20, Ms*** contacted NYSEG asking to keep service active for the new tenant moving in. While speaking with Ms*** she mentioned the new tenant had a balance owed and was unable to put service in their name right awayUnfortunately, the new tenant did not call to put service in his name until December 4, nor did Ms*** request to have services turned off after the call October 20, 2017. May 18, NYSEG Appeals department called the new tenant as a courtesy to the customer in an attempt to resolve the matterA detailed message was left, no contact form the current tenant to date. In conclusion Ms*** and the tenant would have to resolveThe company honored Ms***’s request to keep service active for the new tenant to move inThe tenant did not call to put service in his name until December 4, The company as a courtesy called the tenant, no reply from the current tenant to dateMs*** is responsible for the invoice at this time. Sincerely, Simone, Analyst RG&E Customer Appeals

I have reviewed Mr***’s concerns and offer the following response to the above mentioned complaint I have spoken to Mr*** 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 7/17/2017. Mr*** is satisfied at this time 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

I am not nesicarily looking for compensationWhat I would like is the company to make some changes the guy that shut my services off couldn't wait mins but I had to wait and a half days for them to turn it back on I would like them to treat the customers with a little respect and do things in a
timely manner and a half days wait to do a min job is absolutely absurd

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

The company has left messages for her regarding this complaint. There has been no response to those messages. The attached letter was sent to her and her concerns will be addressed if/when she responds

Please see the attached response. Should you have any questions or need
additional information, please call Rebecca *** ** ***
Appeals department has made two phone attempts to contact Ms***With each attempt, a machine message was left asking Ms*** return my
callMy name and phone # has been providedA letter will also be mailed asking Ms*** contact this office to discuss the NYSEG account concernsA review of the account confirms NYSEG obtained meter reads every other month on regular cycle datesThree obtained reads were manually changed to bill for lower consumption more in line with previously recorded historyA field investigation confirmed the obtained reads were correct and the correct consumption was then billedAlthough electric consumption was not correctly billed, it has been confirmed the electricity was usedIn accordance with HEFPA laws and NYSEG tariff rules and regulations, the electric consumption can be billedNYSEG acknowledged the billing error and offered a deferred payment plan tailored to customer needsMs*** declined this offerAppeals will be happy to further discuss the billing concerns with Ms*** when she returns 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.mRebecca *** ** NYSEG Exec e Office Appeals Department

I sent Ms*** the following letter on 4/7/and have yet to hear back from her. If she should contact the Revdex.com again please refer her to me (my contact information is within the letter) April 7, Ms*** ***
*** *** ***
*** ** *** RE: Revdex.com Case # : ***6 NYSEG Account #: ***
Dear Ms***, This letter will serve to acknowledge your case, referenced above, with the Revdex.com (Revdex.com). I received your voicemail today. Unfortunately, it cut off before most of your information was obtainable. I would need to speak to you as soon as possible regarding your accountI have held your account until 4/22/to give you the time to respond to this letter by a phone. Please note this office does not communicate by e-mail response. 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

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 ***

Revdex.com complaint ID # ***
*** * ***
* *** **
***, ** ***
I spoke to Mr*** today.
I advised him that the company will provide any customer service as soon
as possible schedule permitting.
The
company per the Home Energy Fair Practice Act must provide service within five
business days. Mr*** to his own
admission delayed calling in; had he called as soon as he knew he needed service
turned on the company most likely would have been able to accommodate the date
he wanted. The company was able to get
his service turned on today. He
understands and has been provided my contact information. Should he contact the Revdex.com again, please refer
her to Mark at NYSEG
Mark L***
Analyst-Team NY
Customer Appeals Department
Phone # ###-###-####
Fax# ###-###-####
Email: ***.***@***.com
v

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding the removal of his electric meter NYSEG 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 payment 10/17/16 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