Pacific Gas & Electric Company

[redacted] 10/14/**: Customer Relations spoke to customer and she advised that she believes she was overcharged during a SmartRate event because she was not notified [redacted] Customer Relations advised that we provided an adjustment of -$ [redacted] for the overcharge, which reflected on the customer's 7/28/ [redacted] statement; Customer Relations apologized if she was not advised of the adjustment [redacted] Customer is also concerned about the online usage display for usage from 9/27/ [redacted] to current; customer has not been billed yet for usage from 9/27/ [redacted] to current, so no billing error has occurred [redacted] PG&E advised that the coloring of the usage bar graph does not correspond to the tier charges [redacted] Customer received a SmartRate participation credit of approximately cents per kWh up to 9/30/**, which brought down the customer’s average cost for service (except for the Smartday usage) [redacted] Customer's baseline rate is approximately cents per kwh and dark orange graph corresponds to the - cent range and the over baseline usage rate is approximately cents per kwh [redacted] The customer’s current graph appears different from last month due to the SmartRate program; participation credits ended as of 9/30, so usage from 9/27/ [redacted] is displayed at the lower cost and the usage after is listed at the cent cost

Resolution: [redacted] Customer Relations made multiple attempts to contact [redacted] by phone and left multiple messages * [redacted] received benefit of service (Rule 3) at the address in question; Adult individuals that receive benefit of service are jointly and severally financially responsible [redacted] Unable to contact letter sent to [redacted] with contact information if he chooses to follow up

Resolution: [redacted] The customer made an online payment on 9/1/ [redacted] Customer has been enrolled in ***'s Automatic Payment Service (APS) since 12/26/ [redacted] which automatically deducted the customer's total balance on 9/14/ [redacted] The overpayment was due to the customer's online payment made on 9/1/ [redacted] Customer has been making duplicate online payments since June [redacted] The customer is enrolled in APS and the monthly payments are automatically deducted [redacted] If the customer prefers to make online monthly payments, then he will need to cancel the APS; customer may contact Customer Service at 1800-743-to cancel APS [redacted] Customer Relations made multiple attempts to contact the customer (9/26/ [redacted] & 9/29/**) [redacted] Customer Relations also returned the customer's call twice on 10/3/ [redacted] and the line was answered, but no one spoke; unable to leave a message [redacted] Customer may contact Customer Relations to discuss further if needed

Final Consumer Response / [redacted] (2000, 6, 2016/01/06) */ [redacted] called from PG&E and resolved this issueShe set up a payment planThe matter should now be closed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Resolution: [redacted] The pay by phone number is 877-704-[redacted] There is a fee of $per transaction [redacted] Options to Pay: ATM/Debit Card, Bank Account or Credit Card (Discover, MasterCard, Visa)

PG&E response: [redacted] In accordance with CPUC approved Rule 6, PG&E may charge a deposit to establish credit (http://www.pge.com/tariffs/tm2/pdf/ELEC_RULES_6.pdf) [redacted] PG&E performed a credit check to determine if the deposit can be waived [redacted] The credit check is based on the Telecom, Energy, & Cable (TEC) score, which may be different from the customer's credit score [redacted] PG&E does provide an alternate Online Automatic/Recurring Payment option in lieu of the deposit or a bill guarantor to waive the deposit [redacted] The customer may also make a pay plan for the deposit [redacted] As of [redacted] , customer's mailbox is full so Customer Relations was unable to leave a message [redacted] Provided the CPUC with the resolution and closed the complaint

Complaint: [redacted] I am rejecting this response because: The response from the CPUC is the very reason for the filed grievanceThey have no lawful right to charge these fees, "It is a matter of law"I was never notified regarding a Opt-Out-Program from PGE, but rather informed that I was placed in the program and would therefore be billed monthly with these illegal feesI want to be given the state and federal legislation for these feesIf that is provided and a statement from PGE of the delinquent amount of Opt-Out-Fees and that they acknowledge payment of said fees are being paid under duress then and only then will I make said paymentLastly, I would like to say I'm tiered of waiting for long periods of time for a response from PGE and then finding I have but a few days to respond back before my case in considered closedIf you have closed this case I request it be reopened and kept open until its conclusion, thank you for your time and consideration in this matter.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/11) */ Resolution: [redacted] Customer was unable to reach the customer or leave a message [redacted] Customer Relations sent a letter providing the customer with a direct phone number to call to discuss Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) the facts as I understand them have been providedI have spent an inordinate amount of time explaining/discussing on the phone with over peopleIf they are in the right, they can provide a written letter addressing my concerns and details as providedIf I am wrong, they can indicate as muchI will not discuss on the phone I have tried that too many timesIf they care to resolve address my complaint they should do so in a professional responsive manner- and prove me wrong , if they can not do so - they should rectify any discrepancy in charges assessd to my account -e.greturned check fee and re-instate my privilege to simply PAY the Bill OnLine like a responsible customer who has tried for months now to rectify a ridiculously simple matterThank You [redacted] Final Consumer Response / [redacted] (3000, 18, 2015/10/27) */ PGE rescinded my privilege to Pay my Bill OnlinePls see prior Revdex.com complaintprivilegePGE rep assured me it would be reinstated.But it has not PGE sent me a letter to contact themI called and spoke to a Community Relations Repa lady who unfortunately I can not recall her name but She reviewed my record as we spoke on the phone and assured me my privilege to Pay my BIll Online would be reinstated based on my overall exemplary payment historyI would also recieve a Refund of returned Check feesShe stated she was going on Leave /Vacation but would leave word with her colleague in order that their systems are upgraded to remove the block on my accountI have since lost the Letter putting my blind faith in that this would happenIT has notPlease see former complaintI beleive this just fell through the cracks since the lady went on vacationThanks ..sorry to have to trouble you againI'll keep the letter the next timeThank you for your great service to society!

[redacted] On [redacted] , the CPUC issued its Final Decision on PG&E's SmartMeter Opt-out Proposal [redacted] The CPUC decision authorized the choice of analog meters to residential customers who do not want SmartMeters for any reason [redacted] The CPUC has set an initial setup charge, as well as a monthly charge, to participate in the SmartMeter Opt-out program [redacted] The up-front charge is $ [redacted] for non-CARE/FERA customers or $ [redacted] for CARE/FERA customers [redacted] The monthly charge is $ [redacted] for non-CARE/FERA customers or $ [redacted] for CARE/FERA customers (customer will only be charged for consecutive month) [redacted] The CPUC has deemed the SmartMeter Opt-out charges be treated as energy charges, in accordance with the CPUC approved Electric Schedule E-SOP and the Gas Schedule G-SOP (http://www.pge.com/tariffs/tm2/pdf/ELEC_SCHEDS_E-SOP.pdf & http://www.pge.com/tariffs/tm2/pdf/GAS_SCHEDS_G-SOP.pdf) [redacted] All SmartMeter Opt-out charges will be subject to the terms and conditions for rendering and payment of bills

Initial Business Response / [redacted] (1000, 7, 2015/10/09) */ [redacted] previously with Spark Energy from 11/6/to 4/9/and will need to contact them directly to disputes the charges and terms of the contract Spark Energy Phone number: XXX-XXX-XXXX Hours: Monday-Friday: 5:00am-4:00pm Saturday: 7:00am-2:00pm

Response: [redacted] The customer may contact Customer Service at 1800- 743-to obtain their digit account number

Account number [redacted] I had disputed a charge in collections with you, I believe it is a bill the landlord should have paid because I had moved out long before the billHowever, although I thought it was resolved, it is being reported as in collections again on my credit reportI have spoken with your customer service hotline but have not been able to make a payment on this accountPlease allow me to pay you directly and remove this account from collectionsThe amount is listed as: $ [redacted] Please note, I am not taking ownership of this bill but I would like to pay it so it is no longer a problem for mePlease allow me to make payment of $ [redacted] for account [redacted] online or by phone

Resolution: [redacted] Customer Relations confirmed that as of [redacted] , the phone number listed in the customer's complaint cannot be found in our system [redacted] The customer should no longer receive calls from PG&E; if the customer is receiveing calls on a different number, then that number will need to be provided, so we can confirm its removal

Initial Business Response / [redacted] (1000, 7, 2015/07/16) */ Resolution: [redacted] In accordance with Gas Schedule G1, the [redacted] has a winter gas allotment of therms and a summer allotment of therms [redacted] view the applicable tariff at http://www.pge.com/tariffs/tm2/pdf/GAS_SCHEDS_G-1.pdf * [redacted] 's usage increased from therms for service from 4/1/- 5/1/up to therms for service from 5/1/- 6/2/ [redacted] Service from 5/1/- 6/2/is considered summer usage which is allotted at therms per day (instead of the winter therms per day for the prior month); [redacted] used therms of gas during this period, which contributed to increase over baseline charges [redacted] The change in the seasonal baseline allotment and the increase in the gas usage caused the increase in the [redacted] 's gas charges [redacted] The [redacted] is billed based on daily gas reads provided by the gas SmartMeter; [redacted] has been billed accurately and in accordance with the approved CPUC Rule [redacted] There are many variables that can cause an increase in energy consumption and consequently the dollar amount of your billVariables can include such things as weather conditions, number of days in the billing period, malfunctioning appliances, and water leaks that cause a water heater or domestic well pump to run continuously [redacted] Based on the weather comparison of May to May 2015, Pacifica had an average of heating days in versus an average of heating days, which may account for increased gas usage in versus [redacted] made three attempts to contact the [redacted] to discuss; [redacted] has the [redacted] direct contact number

Initial Business Response / [redacted] (1000, 15, 2015/06/26) */ Resolution: [redacted] spoke to the [redacted] on 5/26/and advised that we did not receive a police report naming her ex-husband [redacted] advised that she will fax the fraud packet to [redacted] ; awaiting the fax for further review [redacted] 's [redacted] received a copy of the police report and confirmed that the police report names an unknown suspect & does not name her ex-husband; [redacted] 's theft affidavit names her ex-husband [redacted] In addition, PG&E confirmed that the [redacted] 's relatives lived at the disputed address: they will need to be named in the police report as well [redacted] The [redacted] will also need to provide a witness signature on her identify theft affidavit and will need to provide proof of residency for the disputed timeframe of 7/to 12/ Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) *All requirements of the Fair Credit and Reporting Act have been met: -Positive identity of victim has been provided and approved -Police report has been provided -Affidavit of identity theft has been provided This request can only be denied under certain circumstances documented in the FCRA 609(e)Please provide the clause for denying the application from section 609(e) subsection (5) *PG&E has so far provided no information on the fraudulent accountWithout documentation from PG&E regarding who opened the accounts, names, addresses of persons no suspects can be listed on the police report *No known relative live at the address in dispute *PG&E is required to provide evidence of relatives that lived at the disputed address if they are to be named in the police report *Proof of residency during the disputed period has previously been provided including all utility bills and signed copy of all leases *If PG&E has evidence or names of suspects they are welcome to provided that information directly to the detective in charge of the case, or please provided it to us and we will pass [redacted] along so they can be investigated further *A new affidavit has been provided as requested

[redacted] Customer Relations made attempts to contact the customer on 10/31/ [redacted] and provided a direct contact number [redacted] Customer Relations apologized for the late return call as I was out of the office [redacted] Customer Relations is happy to discuss the details with the customer if further clarification is needed

Complaint: [redacted] I am rejecting this response because: of Erica not calling me back this week to address my concerns as she stated she would Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Thank you so very much, I have been trying for months [redacted]

Complaint: [redacted] I am rejecting this response because: This does not answer my question I have tried paying by phone they say the account number is incorrect and cannot provide me with more information Sincerely, [redacted]