New York State Electric & Gas Corp.

Prior to this office receiving this case from the Revdex.com Mrs***’s concerns had been addressed. The pole in question has been set and service will be installed within business days. I spoke with Mrs*** and she is satisfied at this time. If the Revdex.com or Mrs
*** has any further concerns regarding this matter I can be reached at Thank You, Mark *** NYSEG Executive Office

Yesterday 8/8/I contacted Mr*** and addressed his concerns. I advised him his opinions would be taken into consideration. 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 1.800.231.2888. 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, *** ***

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

The company has tried to contact Mr*** since Revdex.com case was received. There have been messages left that resulted in no return phone call. The attached letter was sent to Mr*** today. His concerns will be addressed if/when he responds

I have reviewed Mr***'s concerns and offer the following response:I spoke to Mr*** todayI advised him that he is processing the payments for his accountson NYSEG's automated IVR/Web systemThe company does not have any involvement in theprocessing of those payments as it is an automated
system that processes the payments as herequested them to beAs a courtesy I waived the two $returned check feesI alsoadvised that we could delete the information on file and he could enter again new (he neveraccepted this offer) or he can make payments directly with a representative to assure heprocesses the payment correctlyMr*** disconnected the call before I was able to advisehim that information from the bank shows both of these payments in question were processed toa checking account and returned for insufficient fundsIn regards to the account that wasdisconnected for credit reasons there was a recent payment of $that paid the balance infullHe can simply contact our credit department at to have the servicereconnected.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.Sincerely, Mark ***Appeals DepartmentNYSEG Executive Office

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 accurate The 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*** provided Ms*** 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 bill Sincerely, Simone, AnalystRG&E Customer Appeals

I have reviewed Ms***’s concerns and offer the following response:Ms*** had a balance of $from *** *** *** ***? When she moved to the above location that balance was transferred to her current account and the minimum payment agreement she was on was transferred to her
current account.? From that point forward the terms of the agreement are to pay in full and on time every month.? If payments are not made in full and on time every month the agreement will deactivate and the full balance becomes due (as noted on reminder notices sent when the account is past due).? This has happened twice on this account since the account was opened 9/2/In regards to the most recent disconnection of service a reminder notice was issued on 11/24/requiring $to be paid by 12/5/or a disconnect notice would be issued.? Since the payment was not made a final termination notice was issued requesting $to be paid by 12/23/(minimum payment agreement was deactivated).? Ms*** called in on 1/17/and was advised that she could get back on the minimum payment agreement and avoid disconnect with payment of $at which time she paid $and advised she could pay the remaining $by 1/20/2017.? The $payment was not paid and service was correctly disconnected on 1/24/Ms*** contacted the company on 1/24/after the service had been disconnected and paid the remaining $to have the service reconnected (and be placed back on the minimum payment agreement).? At that time she was advised reconnection will be within hours and breakers must be off for the company to safely reconnect the service.? The company was there at 2:pm and found a load on the meter (breakers were not off) and the service was left off.? Ms*** contacted the company again regarding reconnection on 1/25/and she was advised there was a load on the meter and the company was unable safely reconnect the service (it should be noted that a reconnection order is fit into an already scheduled day which is why a hour reconnection period is approved by the New York State Public Service Commission).? She was advised breakers again and that the company had another hour window for reconnection.? ? The company safely reconnected the service on 1/26/2017.? In conclusion, NYSEG has honored her payment agreement from her previous account and provided her safe, reliable service.? It is only at times when payments are not made in full and on time when the possibility of credit issues arise.? At this time the account has only current charges due of $(by 2/10/2017) and the account is on a minimum payment agreement.? The company made no error in the disconnect or reconnect of this service and will not be adjusting the account balance.? 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 *** 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 belowThe letter that is attached to there response is for *** *** and an RG and E accountMy name is *** *** and my account is with NYSEGI cannot accept it because it is not regarding my account, it's for someone else.? Regards,
*** ***

I spoke to Ms*** today and confirmed the pole in question has been removed.? Mrs*** is satisfied at this time.? If the Revdex.com or Mrs*** 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 *** ***’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: 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 W*** Appeals Department? ? NYSEG ? ? ?

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 meter is not blacked and has not been blockedhow was there a bush in the way one day and not there the other day? This is a blantent lie by NYSEG to avoid responsibility for not completing their workI have the bill right in front of me that showed an estimate not one or two months but three months in a rowNYSEG is lying when they say there was a bush that prevented them from reading my meterThere was no bush and if there was how exactly did it get moved by the time they are saying they actually read it? Common sense would tell you that bushes and trees have roots and cannot simply be movedso this bush they are claiming must have just uprooted and left because upon inspection I can verify there was no bush then, there is none nowI never took any bush off my property so I'm pretty interested to hear how NYSEG was able to get around the Bush the 8th but not whenThey were supposed to read itthe FACT OF THE MATTER IS that NYSEG is lying about a bush being in the way because I never changed anything, cut anything, or moved anything and miraculously they could read it one day and not the otherNYSEG IS RUINING PEOPLE'S CREDIT AND LIVESTHIS IS THE SECOND TIME THIS COMPANY HAS DONE SOMETHING LIKE THIS TO METhey don't do their readings and just put an estimate and then months later want to hit you with a bill that is impossible to payhow can you expect someone on a budget to pay all this extra money just because your company was too lazy to do a readmy boyfriend is home all day every single daywouldn't a company that actually cared about their customers ALERT THE CUSTOMER THAT THERE WAS AN ISSUE? ?? I ONLY FOUND OUT ABOUT THIS BUSH (WHICH DOESN'T EXIST AND I CAN PROVE THAT WITH PHOTOSYOU WILL SEE, NO BUSH, NO STUMP FROM A REMOVED BUSHABSOLUTELY NOTHING IS BLOCKING OR HAS BEEN BLOCKING MY METERTHAT HOUSE HAS BEEN THERE OVER YEARSTHERE HAS NEVER NEVER NEVER NEVER BEEN AN ISSUE WITH METER READS EVEN IN THE WINTERNOW ALL OF A SUDDEN THERE WAS A BUSH THAT WASN'T THERE FOR THE LAST YEARS I'VE LIVED THERE AND ISN'T THERE NOW THAT PREVENTED THEM FROM DOING THEIR JOB AND MAKING SURE I GOT CHARGED RIGHT SO THAT I WOULDN'T BE STUCK WITH A HUGE BILL BECAUSE THEY DON'T DO READS WHEN THEY ARE SUPPOSED TO..? FOR ALL THOSE REASONS I DENY THE BUSINESSES RESPONSE AND ASK THAT THEY SHOW ME WHERE IN THE LAST YEARS HAVE THEY EVER HAD A BUSH IN THE WAY FROM THEM READINGIF IT HASN'T BEEN AN ISSUE FOR THE LAST YEARS WHY WAS IT AN ISSUE THIS ONE TIMEI'D BELIVED YOU HAD YOU SAID IT WAS A CAR OR A BIKE OR ANYTHING BUT A BUSH THAT DOESN'T EXIST.?
Regards, *** ***

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

? This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding service located at *** *** *** *** *** ** ? NYSEG’s records indicate Ms*** moved out January 8, 2018, an actual read was recorded by NYSEG on that date to
finalize the account.? The final invoice reflects the company readsThe reading is correct, since the customer has moved a read has been provided to the company and falls in line with previous usagePlease see below meter read history and the most recent invoices The billing is accurate; Ms***, per the company reads used more energy during the dates of service December 12, to January 8, During that time frame the weather was artic, temperatures below zero with the wind chillMost of the east coast registered at single digits or below due to winter storms that impacted the entire east coastElectric and gas meter reads since Ms*** has moved out have fallen in line with the final reading obtained by the company January 8, Sincerely, Simone, Analyst NYSEG Customer Appeals ?

Dear ***, This letter is in response to the complaint received by the Revdex.com from *** E *** regarding the Arrears Forgiveness Program for service located at *** *** *** *** *** ** *** Ms*** does not qualify for Arrears Forgiveness at this time; the
threshold for Arrears Forgiveness is maximum $Ms***’s currently has a total balance of $ February 28, a supervisor called Ms*** and provided options to reduce the balance to become eligible for Arrears ForgivenessThe supervisor provided their direct number to answer any questions Ms*** may have going forward In conclusion, Ms*** has direct contact with the appropriate team that can enroll her in the Arrears Forgiveness program once she reduces the balances to the threshold for the program Sincerely, ? Simone, Analyst RG&E Customer Appeals ? ?

This letter is in response to the complaint received by the Revdex.com from Ms*** *** regarding the invoice for service located at ** *** *** *** *** *** ***.? ? ? NYSEG is in compliance with HEFPA please see belowNYSEG obtains meter readings for
Ms***’s address regularly, the reads for this address are obtained during the odd monthsDue to unusually frigid weather and several storms that have affected the area NYSEG was unable to read the meter January and March 2018.? NYSEG encourages customers to provide readsPage of every invoice as seen below, NYSEG provides the option to be enrolled via text, email or phoneA new meter was installed one month into the customers service.? This meter solely reflects the usage of this customer; the estimates were based off of the previousmonths of usageUnfortunately, the customer has used more energy than the previous yearNYSEG offered an installment plan to spread out the cost of the larger billThe bill has since been paid in full.? In conclusion the energy was consumed; due to events outside of the company’s control Meter reader was unable to read meter for January and March The options for a customer to enroll in meter reading reminders via email, text or phone alerts is on page of the invoice monthly.? Sincerely,? ? Simone, Analyst? ? ? RG&E Customer Appeals ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

This letter is in response to the complaint received by the Revdex.com from Ms? *** *** regarding usage for Gas meter at *** *** *** *** *** ***? February 15, NYSEG called Ms*** left a message to setup an appointment to confirm the gas meter usage
at her address.? The meter stopped registering use May An appointment was made for February 19, 2018; Ms*** was contacted to provide access to the meter.? ? February 19, the gas meter was not registering usage, NYSEG replaced the meterMarch 22, 2018, please see below the letter mailed to the customer explaining that the meter stopped registering gas use, and the calculation in which she has been billedYou will find in the letter the company is back billing to March 6, NYSEG did not back bill to May when the gas meter stopped registering usageMay to March 6, customer has not been billed for gas usage.? ? In conclusion, the meter stopped registering energyThe customer actively lives at the address; gas would be consumed especially during the winter monthsNYSEG provided correspondence to explain the process for the customer’s review.? Sincerely,? ? ? Simone, Analyst? NYSEG Customer Appeals ?

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 received one flyer in regards to trees being trimmed, nothing on their flyer stated that the company would remove the tops of treesI really do not understand their overall nonchalant attitude regarding the decapitation to my trees, I guess it’s because it is not their property that was violatedI still stand firm on my original requestI do not want two ugly tree stumps in front of my homeThey need to come up with a better solutionIf the trees are to be removed, I want them replaced.? ? Regards,? ? *** ***

This letter is in response to the complaint received by the Revdex.com from Mr*** *** regarding the gas charges for service located at ** *** *** *** ** ***? NYSEG customers have not seen a significant increase in gas pricingThe gas rate for the months of
November through January has been cents to cents? Please see belowIn conclusion the gas rates have not drastically increased.? Sincerely, Simone, Analyst? ? NYSEG Customer Appeals ? ? ? ? ? ? ? ? ?

I have reviewed Ms***'s concerns and offer the following response:Ms*** provided a phone number to contact her of ###-###-####I have attempted toreach that number several timesEach attempt resulted in a rapid busy signal.The information provided in the Revdex.com case is not specific to
Ms***'s parents address andwithout being able to contact her I am unable to assist in answering this case in regards to thespecific outage at her parent's address.I believe the specific nature of her concern is regarding the estimated restoration times providedto her by NYSEGAny restoration time given is an estimated time of restoration (ETR)As thecompany makes initial assessments an ETR is given based on that assessmentAs workbegins (or in this case weather conditions continue) there could be additional issues that arisewhich were not part of the initial assessment which could cause the ETR to be extendedThecompany updates the information as soon as possible to give customers the most updatedinformation available.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.mat###-###-####.Yous sincerely,Mark L***Appeals DepartmentNYSEG Executive Office