PSEG Long Island

Review: We've lost TV, primary phone line (including ability to call [redacted]) and internet service. When our service provider visited, we were informed that there was a stray voltage issue that needed to be addressed by the power company. We've had a ticket opened for four days and no sign of support. When asking customer service how I am to go about dialing [redacted] in an emergency, they suggested that I go to a neighbor's house. I don't feel as though it is too much to ask to have the electric company show up within two days of opening a ticket. If I had the ability to switch electric companies, I would.Desired Settlement: The electric company should be penalized for not servicing customers within a certain period of time especially when the issue prevents the use of such an important service -[redacted].

Repair

Business

Response:

Customers service was repaired on 12/*/14 at [redacted]. The repair was permanent. The customer was contacted by a Call Center [redacted] who apologized for the delay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree that the issue has been resolved. I will allow the complaint to be closed; however, I feel that it is completely unacceptable that it took as long as it did (which was my complaint in the first place). Additionally, the [redacted] who contacted me gave me a the equivalent of a scripted response. There was little to no value in speaking with the [redacted]. I can assure you that if I had a choice in utility power companies, I would have changed based on this experience. I'd be embarrassed if I worked for that company.

Sincerely,

Review: This complaint actually resolves several issues 1) Billing, 2) Customer Services, and 3) Service I am disputing charges on my Billing Statements for the period [redacted]. I feel the charges are not correct and I have requested the matter be looked into. I initially contacted PSEG on 10/*/15 and have contacted them probably about 8 times since this date and they are not addressing my issues. As I've explained to PSEG over and over again effective 3/**/15 of this year I am home less than half the time than I have been prior to this; therefore, how can my bill be more than it was previously at this time period. I just received my bill for the period [redacted] and noticed the same thing. Something is definitely wrong. On 10/*/15 their online support person, Maryann, who by the way is useless and doing a disservice to PSEG, told me she would have made meter read in a few days and would contact me. This never happened. I contacted her on 10/**/15 and asked when this would be done and she said she still didn't have the results. I have been trying to resolve this with PSEG and they either do no respond or avoid addressing my issue. I have since asked several times to have this escalated to a supervisor but they ignore my request. I have all my email correspondence with them and I can also prove that I am not home less than half of what I was a year ago at this time. I have been trying to resolve this for almost 2 months and I want to pay my bill but the discrepancies need to be appropriately addressed and PSEG is avoid doing this. As a paying consumer PSEG has a responsibility to address my concerns. Perhaps the meter is broken or not even being read. I want to be assured that my bill is accurate since it does not appear to be. I have been trying very hard to resolve this and PSEG needs to respond immediately and not assess any late fees on my account.Just to mention your online support needs major improvement. You need to have competent knowledgeable individuals assisting your custsDesired Settlement: 1) I want to be contacted by a Manager at PSEG & only a Manager to discuss this and not have any fees imposed until resolved.2) I'd like to know exactly where my meter is on my propery & meet with the rep from PSEG when he does the readings. I'd like to maintain the readings myself to ensure the accuracy. There are 270 units on my property. How do I know he didn't mistakenly read the meter next to me? Maybe they don't even read it and go by prior months? I want to be assured of accurate reads

Business

Response:

Per [redacted] Better Business Complaint A high bill field investagation will be conducted on 12-**-15 from 5 to 7 for a requested evening appointment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will not know if this complaint is resolved until after a Field Investigation and a Meter Investigation is done. My main concern is with the meter investigation to ensure it is functioning properly and being read accurately or even being read at all. Maybe someone else is tapping into it or maybe it needs to be replaced. I want to be present when the meter investigation is done.

I left a message on Monday morning for [redacted] to confirm if the meter investigation will be done on the same date as the field investigation and have not received a return phone call as of today, Wednesday. I want to be present when the investigation/reading of the meter is done.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Review: On March **, 2015 I made an overpayment to LIPA/PSE&G. Instead of $289. I sent electronically through [redacted] $2,889. On March [redacted] I spoke to LIPA/PSE&G and told them the situation. I then sent the paperwork that they asked for showing payment. I was told the check will be sent in 10-14 business days. On the [redacted] business day I called back to be told that the check was still not approved or mailed. ( I was told it was approved on the [redacted] the first time I called.) Then I had my bank call and all of a sudden, it was improperly coded and it would be mailed out on Wednesday (4/*). I called today Friday (4/**) only to be told that the check has not been mailed. They then said they will call me on Monday to tell me the check was mailed. I can guarantee you, the check will not be mailed. They are holding my $2600 hostage. I need that money. I understand I made the mistake, but they can't keep my money for this long. It is unfortunate, that they are a monopoly and I don't have the opportunity to go elsewhere, hence why they can hold my money and are. I would appreciate any help I can get from the Revdex.com.Desired Settlement: I want my money back and an apology

Business

Response:

Please re-direct this complaint to PSEG LI this is a New York customer not New Jersey. Thank you [redacted]

Business

Response:

A PSEG-LI Customer Relations Representative called [redacted] to advise her of the status of her refund check. The customer was advised that the refund check will be mailed on 4/**/15. PSEG-LI apologized for the delay and [redacted] was not happy with this answer and ended the call.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I recently sold my home at [redacted] in Far Rockaway NY. I have been trying for over a week now to have the service closed in my name as I no longer own this home. PSEG refuse to close this account until the new owner gives access to the property. As this is not my problem because I have nothing to do with this home. I would like PSEG to close this account. So that I can move forward, I do not want this to drag on for the next couple of months. I have called PSEG on numerous occasions with nothing being resolved. Every representative I spoke to gave me different information. I made calls on 12/*/15 @ 7:51pm spoke to Wendy. On 12/**/15 @ 7:46pm spoke to Stephanie and a supervisor. On 12/**/15 @ 8:52am spoke to Phil. On 12/**/15 @ 6:14pm spoke to Stephanie who would not give me a supervisor. Again On 12/**/15 @6:35pm spoke to Tom who put me on hold for 15 minutes then hung up. Now I am on the phone again 12/**/15 @ 6:55pm waiting for someone to pick the phone up.Desired Settlement: I want the service terminated. I sold the home, I should not have active service in my name at this address.

Business

Response:

PSEG spoke to [redacted] on 12/**/15. She was advised that the reason we had been unable to close her account was that we needed to read her meter which was inside the home & it took us 4 tries before we could get access to read it. The account was closed as of 12/**/15. [redacted] has already received her final bill and the final payment from her was received on 1/*/16.

Review: We moved into our apartment at the end of July and called to establish an account for electricity services. We were told that a service request was placed and someone would be out to gather information about the meter. We called back to find out the result and were told it was still being processed. The neighbor in the apartment above us also called to inquire about service when she moved in at the end of August and they told her the same thing. I called again the first week in September and was told a service date of 9/* was set. I called the following week (9/**) to find out the conclusion and was told I would receive information regarding accounts in the mail. Today (2 weeks later) I called again, as no mail was received and was told 9/** information was processed. I have repeatedly attempted to set up my account and repeatedly have been told the same information with no assistance. This is extremely poor and inexcusable service.Desired Settlement: This has cost both my neighbor and myself numerous phone calls. The company has no sense of proper service and none of the employees have attempted to resolve this issue-only attempting to explain the process that has obviously failed. (I was told the company has 30 days to transfer meter service.)

Business

Response:

[redacted] on my staff spoke to [redacted]) this morning. [redacted] is aware that the bill has been put in her name as of 9/*/14 and is satisfied with those results. She stated that this was new construction and she believes the landlord may not have done the correct paperwork originally.

Review: I have a net metering contract with PSEG and my annuity date had passed where they balance out credits for extra power or vice versa. I had power credits because My solar panels over produced for the year. I want to carry those credits through the winter when my panels do not produce as much electricity. I am being told by a supervisor that my issue cannot be resolved because I want my annuity date changed to March of 2015 and can only change it in march.. I was told that if they resolve my issue they would have to do it for thousands of other people who have complained about the same thing. They allow the customer to change the annuity date of the net metering contract only once, but they will not allow me to now.Desired Settlement: I need my power credits put back on my bill so I can use them throughout the winter and not have an unexpected bill.

Business

Response:

The customer was contacted and his concerns were addressed. The customer was unaware oftheir anniversary date. PSEGLI advised the customer of their currentanniversary date and notified him that he would need to call us back after hisMarch bill to change it to better benefit his production. We worked withthe customer by allowing him to use his credits during the winter months.

Review: After sandy my light bill have become extremely high. I have call many time to inquire why my light bill is so high and yet they are unable to tell me why or even resolve the issue. ON March my light bill came to 588.45,I was only able to 234.90 because that all I have. April my bill came to 502.75. I spoke to someone about all most every month. I have spoken to someone about it, they suggest that if I would like someone to come out and check the meter to make sure that it is working properly ,I agree with it but yet no one didn't come out and check it . I have spoken to someone to April [redacted],2014 and she said that she would have someone call me to set up appointment to come and check the meter but I don't believe that they will come out ,because they had told the same thing before and no didn't call or show up .Am in deep need of help .please help me . I live by myself .I leave my house around 8:00 am and come back at 6:30 or 7:00.Before going to work I plugged everything out that doesn't need to be plug in but yet my bill still is high. I live in a basement and yet am paying way more than other that have bigger space than I do . I just don't understand.Desired Settlement: I believe if they have been billing wrongly, than I should get all my money back .

Consumer

Response:

At this time, I have not been contacted by PSEG regarding complaint ID [redacted].

Sincerely,

Business

Response:

I spoke to [redacted]arlier today regarding her complaint of billing higher than normal. I advised her that her meter was tested on 5/*/14 at 99.5% accuracy, within the parameters prescribed by the NYS Dept. of Public Service. She had previously requested a high bill investigation, which was unable to be scheduled due to no contact with the customer. Therefore, I sent the request over again today to have someone contact her and schedule the high bill investigation, which at a minimum, will help her understand the appliances and consumption she’s seeing in her home. She was satisfied with this plan.

Update - [redacted] has been contacted and the high bill investigation is scheduled for Monday, July [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

A high bill investigation was conducted on July **, 2014. The investigator met with [redacted] and did a load survey of the appliances in the home. They discussed the use of electric baseboard heat and how it contributes to the

Billing. [redacted] was satisfied with the investigation.

Review: In February of 2014 PSEG took out two payments in the same week. I had to dispute one of the payments at the bank due to I did not authorize the second payment. Now I am being penalized for the next 12 months due to their mistake by not being allowed to pay online. I have to either call in to make a payment or send a paper check payment in the mail for a whole year due to their mistake. There is no way for PSEG to undo this due to it is an internal.Desired Settlement: I would like PSEG to lift the ban of not allowing me to pay online for the next 12 months due to it was their mistake in taking two payments out of my account.

Business

Response:

Dear [redacted],

I am following up on a complaint you recently filed with the Revdex.com regarding the inability to make web payments. I researched this matter and have been advised that your account was cleared to resume web payment as of May **, 2014.

I apologize for any inconvenience you may have experienced. If you choose to make your next payment via the web and have any difficulties, please contact me directly by either e-mail or telephone so that I may personally assist you.

Thank you.

Review: I rented a home at [redacted] from September to Jan [redacted] 2014. It was a temporary rental while I closed on my new house. I ended my service on the phone with PSE&G and read them my meter reading and got my final bill. I then told my landlord [redacted] to take back the account because it would be cancelled otherwise. My final bill was paid. I have been billed for service through April of 2014. Which is also the date that that property was sold and the new owners took possession.

This is business as usual for utility companies. Someone will pay even if it's not their bill. I have called PSE&G and they have informed me that I need to prove to them that I moved in January. They have conveniently lost all records of my cancellation. They also sent me to collections!Desired Settlement: Bill the owner of the home at the time. [redacted]. I did not live there. Stop this dishonest practice.

Business

Response:

Please be advised that Account No. [redacted] was credited for the amount of $218.42 on October **, 2014, which is what the customer was seeking to resolve. A message advising of this was left for the customer on November [redacted] and a direct contact number left for any questions.

Review: PS&G has entered into an agreement with myself to pay a remainder sum of an agreed Payment plan in March of 2015. I woke up today to find my electricity was disconnected with prior acknowledgement. When paid in the beginning of March the representative had said there would be a payment arrangement. After giving them a large sum of $770.00.Desired Settlement: To paralyze a company as large as this one to performing such a instant shut off with out performing there duties to a contractual agreement. Than not reinstating the service for many hours after emergency payment. When this company loses electricity which happens quite often. To work with there clients to get back there electricity as quick as they shut mine without notification prior. This is considered so unfair and unjust. We would of immediately given them our payment. A simple knock on the door or a phone call would of been sufficient. I want to make a motion to bring back [redacted]. This never would of happen. Very Disgusted.Delivery of Order

Business

Response:

I was just letting you know that this complaint needs to be redirected to our Long Island NY company – [redacted]

Review: unauthorized removal of balanced billing. Per supervisor Ms S[redacted], I was removed from balanced billing as I obtain partial energy from [redacted].

Solar accounts for 20% of my energy bill. PSEG advised that for the 80% that I purchase from them I can no longer utilize balanced billing. My average electric bill is $185.00/month , fluctuating higher or lower based on seasonal use

I will still be a substantial PSEG customer. My payment record is also excellent.Desired Settlement: reinstatement of balanced billing

Business

Response:

The customer was advised he can go to our website and put himself on Balanced Billing. The customer was not sure how to navigate through our website & 1 of our representative's walked him through it and he is now on Balanced Billing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,