[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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 me. Regards, [redacted]
PSEG Customer Relations attempted to reach the customer on 6/and 6/and left messages on both occassions In review of [redacted] account, I can confirm that MrRaymond is a PSEG employee and he was contacting [redacted] to schedule an appointment to gain access to read his meter The meter has not been read in months and it is important that we have access in order to obtain an actual reading The notes on the account indicate that an appointment has been set up for 6/to have the meter read Regarding [redacted] concern on how the call was handled and accusations he says were made towards him, I will escalate to management to have them review the matter and address any gaps in customer service, etc., appropriately Once I am able to speak to [redacted] I will review all of this information with him I will also extend my apologies on behalf of the company for the way in which he was spoken to and/or in how the call itself was handled
Company has reviewed the consumption and billing on this account.? We will have all? gas billing, including the monthly service fees reversed.? A voicemail message was left for this customer this morning providing this information and advising that it will take about a week to complete.? Additionally, electric bill has been sent
I can confirm that the customer was originally signed up for service in the wrong account at his current address. This was corrected on July 2 and the $130 payment was transferred to the correct account on July 9. The new account was created backdated to 5/9/2015. Electric charges through June... 8 were $96.84 (528 kw) chareges June to July were $157.22 (820 kw) Bills at the new address do appear higher than at the customers previous address. I have issued an investigation to rule out the possibility of crossed meters or diversion of service. The calls between the customer and our customer service personell will be reviewed by supervisors and handled internally. Attached email was sent to the customer 7/21
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Please note, I will not be satisfied with this resolution until I have the check in hand Also, if PSE&G had this so-called day policy, why wasn't it explained to me in the first place? The incompetent staff just misinformed me again and again I paid $on the next bill, which covered the $on top of my regular monthly bill, so for PSE&G to verify that was in good standing is absurd Thank you for your time and attention in the matter. Best regards, [redacted] ***
Spoke with customer on 10/31/and advised customer that this balance was written off with PSE&G and sent to a collection agency in and at this time we cannot make arrangements on it Customer was advised that she was sent multiple written correspondence regarding no access to read the meters Customer was also advised and confirmed that the only time access was allowed is when we advised her that we would shut the services off if we were not given access to read the metersCustomer was advised that she can set up a payment with the collection agency who now has the debt
The customers payment of $228.52 was returned by the bank twice due to an incorrect account# An invoice for $114.23 was issued on Dec 9 bringing the balance to $342.75 HEAP paid $304 on 12/13 balance is now $38.75 spoke to [redacted] 12/22 and explained, also sent a screen shot of her... billing/payment history for the last 3 months via email.
Customer of record is [redacted] however company has been talking with “ [redacted] ” who always calls on behalf of the customer of record. On 6/4/16, company spoke with [redacted] and explained to her that this account signed up for paperless billing and therefore was not receiving a paper bill in the mail. Paperless billing was cancelled as of 6/4/per the customer’s request Customer’s electric was shut off for non-payment on 5/19/16. Customer made the required payment and deferred payment arrangement on the balance and the service was restored. The customer has been on the Equal Payment Plan (EPP) and her balancing month is June. During most of her EPP was $per month. In January based on her consumption at that time, her EPP was increased to $189.00. When the account was balanced out in June 2016, customer was billed $629.68. Based on this, her new EPP amount is $per month. The EPP is an option for the customer and not a requirement. She can request to be removed from the plan at any time and company will remove the account. Account records verify that a letter was forwarded to this customer on 6/8/advising her that her new EPP amount is $195.00. Company has been experiencing a higher than call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointmentsDuring these times, customers have the option of holding on or in the alternative they may choose to have the company return their call, and may hang up. Company spoke with Ms [redacted] on today. She was advised that the account was previously paperless billing. However, customer says she still has not received June, July or August invoices. Company is mailing this customer July and August invoices. Since it is unclear why at this time the customer is not receiving her monthly bills, she has agreed to contact this office directly next week to advise us whether or not she received the invoices forwarded today. Customer was also advised that company will waive the $reconnection fee debited to her account when the service was interrupted for non-payment.
Customer was correct that November balance was $but is not including the December charges of $which, after Universal Service Fund (USF) assistance credit of $brought the balance to $The $payment posted after the December bill was issuedJanuary charges were $ bringing the balance to $The $payment brought the current balance to $Customers USF assistance credit expired on 1/customer needs to reapplyA voice mail message was left for the customer 1/2:pm explaining the above and leaving my contact # for questions? See attached spreadsheet
As previously stated, this customer established her account 9/25/2015 and closed it 9/28/2016. The customer signed up for the Equal Payment Plain on 1/23/2016 and was billed per original response. This was an electric only account with electric heat. Customer resided at this location during the 2015/2016 winter and heating season. The billing was based on actual reads. Review of the records during the time the account was active shows customer did not call with any high bill concerns until after the account was closed. Each monthly bill provided the EPP amount billed as well as the customer’s actual bill based on the consumption. Company’s position is that the bill is correct as is and the telephone number provided continues to be non-working. Company dialed the contact number four times today and each time the phone rings once and then goes directly into a fast busy signal. Customer should contact this office, Customer Relations, directly at ###-###-#### to discuss this since we are unable to contact her at number provided.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will be satisfactory for me IF COMPENSATION IS PROVIDED If not, I will be filing again Regards, [redacted]
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments to cover full cost of furnace repair charges. Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
An Appliance Repair Supervisor contacted the customer to discuss her concerns regarding the dishwasher He advised that PSE&G would cover the repairs under her Worryfree contract as long as it involved covered parts (per the Terms and Conditions of the contract) and offered to send another technician to diagnose the dishwasher again The appointment was scheduled for 4/5/between 4pm -8pm The customer was satisfied with the company's response to her concern
I spoke with Ms. [redacted] 8/7/17 via telephone. She requested that her banking information be completely removed from this account. After she verified the banking information, company went ahead and deleted her information from the account per her request. She also asked to be... refunded for monies already paid on the account. We explained to her that since there is a large balance we are unable to refund her any monies.
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair The customer made several calls to Customer Service on July 8th to inquire when the parts would be in The Customer Service Representatives confirmed that the parts were not in yet and noted the emergency order to expedite due to a health issue However, the Parts Department was not contacted A Service Supervisor spoke with Mr [redacted] on July 11th and advised that the parts were in A Service Technician completed the repair that afternoonA Customer Relations Consultant followwith Mr [redacted] on July 12th to discuss his concern with Customer Service He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts The Consultant apologized to Mr [redacted] for his inconvenience Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates Thank you
The DPA downpayment $was due 9/2/September Bill was sent/posted on 9/15/So the $charge and payment appeared on the same bill (September)The next payment $+ current charges was due on 10/1/The customer opted out of the DPA on 10/and made another DPA$was due by 10/3, then $plus the current charges to satisfy the balanceCustomer paid current charges plus $($paid) on 10/The payment bounced due to insufficient funds on 10/7/The DPA broke on 10/14/Amount past due for energy charges is $Must pay $bounced payment immediately in guaranteed funds
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements clearly stated in the New Jersey Underground Facilities Protection Act (NJUFPA). The repair bill was in the amount of $2,523.41. A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
10/25/2014 - tech arrived and found knob in pilot position. After customer re-lit pilot, left knob in pilot position. Tech turned knob in the on position and advised the customer that the water heater was old and had rust on it. 10/26/14-Another tech arrived and could not access the burner due... to tight spot. 10/28/14-Another tech arrived and was able to clean the flame arrestor and replace the pilot assembly. No additional service visits. Called the customer and left a message. No response. Credited account $25 for inconvenience.
A Customer Relations Coordinator spoke to [redacted] on 5/26/16.? He was advised we could offer him a month payment arrangement.? However, we would have to take him off the Equal Payment Plan he was currently on.? Because his account is delinquent, he is no longer eligible for the Equal Payment Plan.? Once the account is current again, he can elect to sign back up for it if he chooses.? After reviewing the account further, [redacted] was advised we could accept $by 6/10/and will set up an month payment arrangement on the remaining balance, starting with the next bill.? [redacted] was satisfied with the outcome and resolution.? He was also given a direct phone number to follow up if he has any further questions or concerns.? The account is noted as well
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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 me. Regards, [redacted]
PSEG Customer Relations attempted to reach the customer on 6/and 6/and left messages on both occassions In review of [redacted] account, I can confirm that MrRaymond is a PSEG employee and he was contacting [redacted] to schedule an appointment to gain access to read his meter The meter has not been read in months and it is important that we have access in order to obtain an actual reading The notes on the account indicate that an appointment has been set up for 6/to have the meter read Regarding [redacted] concern on how the call was handled and accusations he says were made towards him, I will escalate to management to have them review the matter and address any gaps in customer service, etc., appropriately Once I am able to speak to [redacted] I will review all of this information with him I will also extend my apologies on behalf of the company for the way in which he was spoken to and/or in how the call itself was handled
Company has reviewed the consumption and billing on this account.? We will have all? gas billing, including the monthly service fees reversed.? A voicemail message was left for this customer this morning providing this information and advising that it will take about a week to complete.? Additionally, electric bill has been sent
I can confirm that the customer was originally signed up for service in the wrong account at his current address. This was corrected on July 2 and the $130 payment was transferred to the correct account on July 9. The new account was created backdated to 5/9/2015. Electric charges through June... 8 were $96.84 (528 kw) chareges June to July were $157.22 (820 kw) Bills at the new address do appear higher than at the customers previous address. I have issued an investigation to rule out the possibility of crossed meters or diversion of service. The calls between the customer and our customer service personell will be reviewed by supervisors and handled internally. Attached email was sent to the customer 7/21
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Please note, I will not be satisfied with this resolution until I have the check in hand Also, if PSE&G had this so-called day policy, why wasn't it explained to me in the first place? The incompetent staff just misinformed me again and again I paid $on the next bill, which covered the $on top of my regular monthly bill, so for PSE&G to verify that was in good standing is absurd Thank you for your time and attention in the matter. Best regards, [redacted] ***
Spoke with customer on 10/31/and advised customer that this balance was written off with PSE&G and sent to a collection agency in and at this time we cannot make arrangements on it Customer was advised that she was sent multiple written correspondence regarding no access to read the meters Customer was also advised and confirmed that the only time access was allowed is when we advised her that we would shut the services off if we were not given access to read the metersCustomer was advised that she can set up a payment with the collection agency who now has the debt
The customers payment of $228.52 was returned by the bank twice due to an incorrect account# An invoice for $114.23 was issued on Dec 9 bringing the balance to $342.75 HEAP paid $304 on 12/13 balance is now $38.75 spoke to [redacted] 12/22 and explained, also sent a screen shot of her... billing/payment history for the last 3 months via email.
Customer of record is [redacted] however company has been talking with “ [redacted] ” who always calls on behalf of the customer of record. On 6/4/16, company spoke with [redacted] and explained to her that this account signed up for paperless billing and therefore was not receiving a paper bill in the mail. Paperless billing was cancelled as of 6/4/per the customer’s request Customer’s electric was shut off for non-payment on 5/19/16. Customer made the required payment and deferred payment arrangement on the balance and the service was restored. The customer has been on the Equal Payment Plan (EPP) and her balancing month is June. During most of her EPP was $per month. In January based on her consumption at that time, her EPP was increased to $189.00. When the account was balanced out in June 2016, customer was billed $629.68. Based on this, her new EPP amount is $per month. The EPP is an option for the customer and not a requirement. She can request to be removed from the plan at any time and company will remove the account. Account records verify that a letter was forwarded to this customer on 6/8/advising her that her new EPP amount is $195.00. Company has been experiencing a higher than call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointmentsDuring these times, customers have the option of holding on or in the alternative they may choose to have the company return their call, and may hang up. Company spoke with Ms [redacted] on today. She was advised that the account was previously paperless billing. However, customer says she still has not received June, July or August invoices. Company is mailing this customer July and August invoices. Since it is unclear why at this time the customer is not receiving her monthly bills, she has agreed to contact this office directly next week to advise us whether or not she received the invoices forwarded today. Customer was also advised that company will waive the $reconnection fee debited to her account when the service was interrupted for non-payment.
Customer was correct that November balance was $but is not including the December charges of $which, after Universal Service Fund (USF) assistance credit of $brought the balance to $The $payment posted after the December bill was issuedJanuary charges were $ bringing the balance to $The $payment brought the current balance to $Customers USF assistance credit expired on 1/customer needs to reapplyA voice mail message was left for the customer 1/2:pm explaining the above and leaving my contact # for questions? See attached spreadsheet
As previously stated, this customer established her account 9/25/2015 and closed it 9/28/2016. The customer signed up for the Equal Payment Plain on 1/23/2016 and was billed per original response. This was an electric only account with electric heat. Customer resided at this location during the 2015/2016 winter and heating season. The billing was based on actual reads. Review of the records during the time the account was active shows customer did not call with any high bill concerns until after the account was closed. Each monthly bill provided the EPP amount billed as well as the customer’s actual bill based on the consumption. Company’s position is that the bill is correct as is and the telephone number provided continues to be non-working. Company dialed the contact number four times today and each time the phone rings once and then goes directly into a fast busy signal. Customer should contact this office, Customer Relations, directly at ###-###-#### to discuss this since we are unable to contact her at number provided.
I have asked the Electric Division to call Ms [redacted] again
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will be satisfactory for me IF COMPENSATION IS PROVIDED If not, I will be filing again Regards, [redacted]
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments to cover full cost of furnace repair charges. Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
An Appliance Repair Supervisor contacted the customer to discuss her concerns regarding the dishwasher He advised that PSE&G would cover the repairs under her Worryfree contract as long as it involved covered parts (per the Terms and Conditions of the contract) and offered to send another technician to diagnose the dishwasher again The appointment was scheduled for 4/5/between 4pm -8pm The customer was satisfied with the company's response to her concern
I spoke with Ms. [redacted] 8/7/17 via telephone. She requested that her banking information be completely removed from this account. After she verified the banking information, company went ahead and deleted her information from the account per her request. She also asked to be... refunded for monies already paid on the account. We explained to her that since there is a large balance we are unable to refund her any monies.
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair The customer made several calls to Customer Service on July 8th to inquire when the parts would be in The Customer Service Representatives confirmed that the parts were not in yet and noted the emergency order to expedite due to a health issue However, the Parts Department was not contacted A Service Supervisor spoke with Mr [redacted] on July 11th and advised that the parts were in A Service Technician completed the repair that afternoonA Customer Relations Consultant followwith Mr [redacted] on July 12th to discuss his concern with Customer Service He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts The Consultant apologized to Mr [redacted] for his inconvenience Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates Thank you
The DPA downpayment $was due 9/2/September Bill was sent/posted on 9/15/So the $charge and payment appeared on the same bill (September)The next payment $+ current charges was due on 10/1/The customer opted out of the DPA on 10/and made another DPA$was due by 10/3, then $plus the current charges to satisfy the balanceCustomer paid current charges plus $($paid) on 10/The payment bounced due to insufficient funds on 10/7/The DPA broke on 10/14/Amount past due for energy charges is $Must pay $bounced payment immediately in guaranteed funds
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements clearly stated in the New Jersey Underground Facilities Protection Act (NJUFPA). The repair bill was in the amount of $2,523.41. A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
10/25/2014 - tech arrived and found knob in pilot position. After customer re-lit pilot, left knob in pilot position. Tech turned knob in the on position and advised the customer that the water heater was old and had rust on it. 10/26/14-Another tech arrived and could not access the burner due... to tight spot. 10/28/14-Another tech arrived and was able to clean the flame arrestor and replace the pilot assembly. No additional service visits. Called the customer and left a message. No response. Credited account $25 for inconvenience.
A Customer Relations Coordinator spoke to [redacted] on 5/26/16.? He was advised we could offer him a month payment arrangement.? However, we would have to take him off the Equal Payment Plan he was currently on.? Because his account is delinquent, he is no longer eligible for the Equal Payment Plan.? Once the account is current again, he can elect to sign back up for it if he chooses.? After reviewing the account further, [redacted] was advised we could accept $by 6/10/and will set up an month payment arrangement on the remaining balance, starting with the next bill.? [redacted] was satisfied with the outcome and resolution.? He was also given a direct phone number to follow up if he has any further questions or concerns.? The account is noted as well