Customer receives gas and electric services from PSE&G. The electric meter is read each month whereas the gas meter has been estimated due to no access to it on the scheduled meter reading dates. The last actual gas read on this account was obtained 12/7/2015. The
account balance is $3363.44. Customer last paid $10/17/16. Customer has one payment arrangements established in 6/which was not kept. On 10/18/a second payment arrangement was extended to the customer to pay $today and beginning with 11/to pay current bill plus $for twelve months. If customer recently filed for bankruptcy it is not known why she did not include this debt. Company attempted to reach this customer to address her concerns but we were unable to reach her. We did leave a voicemail message for the customer to return our call and will discuss her inquiry she returns our calls. Company will update this response accordingly.
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
Spoke with customer on 10/and advised customer that he was assessed a deposit due the history of his previous account. Customer was advised that at this time company will waive the deposit in the interest of customer relations. Customer was also advised that if his account become
delinquent in the future he can be assessed a deposit
Customer Relations spoke to *** *** on 5/4/15. He was advised that the representative that took his request for new service call in Decshould have notified him that a deposit may be requiredCustomer Relations told *** *** that the call would be reviewed and if the representative
did in fact fail to mention a possible deposit, that we would waive the deposit in the interest of customer relations. Customer was satisfied with our response and will wait for my call back after the call has been reviewed
The service to *** *** *** *** *** was shut off for non-payment on 8/11/The reconnection order was issued to the underground department as the service was cut in man hole #*** after 12pm on Friday, 8/11/The reconnection of service was completed on 8/13/when an
underground crew was available for restoration
Customer’s prior account was active from 9/25/through 9/28/2016. Customer was on the Equal Payment Plan and was billed $per month. When the account was reviewed at the six month mark, July 2016, the customer had consumed $in electricity but under the EPP had
only been billed $408.00. She had consumed $more than she was billed for. Based on this information and the EPP program, the customer’s account was adjusted to reflect the overage and the monthly EPP amount was increased from $to $152.00. The EPP program is designed to perform a review at the sixth month and make the necessary adjustment(s). This is done so that the customer is not left with a large overage when the account is balanced out at the twelfth month. This program is also an option that PSE&G offers to its customers as a tool to assist them with their budget planning Company tried reaching this customer several times at the telephone number provided in her inquiry. The telephone rings once and immediately goes into a busy signal. We are unable to speak with her.
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This customer also contacted the NJ Board of Public Utilities. It is company policy to estimate reads when an account is started and when it is finaledThis is not a new policyCompany will obtain actual reads at if customer requests actual readsThe customer finaled his account 5/16/
Account records do not support customer's claim that he was denied actual reads when he closed his accountEstimates are based on consumption history of the propertyCompany left a voicemail message for the customer on 5/18/to return our callAdditional information is needed from him concerning this matter
CUSTOMER HAS AN ELECTRIC ONLY ACCOUNT WITH ELECTRIC HEAT.THE ACCOUNT WAS ESTIMATED MAY - AUGUST 2015. WHEN AN ACTUAL READ WAS OBTAINED ON 9/1/2015, CUSTOMER WAS BILLED $FOR ADDITIONAL ELECTRIC CONSUMPTION - THE ESTIMATES WERE TOO LOW.CUSTOMER RELATIONS SPOKE WITH THE CUSTOMER TO DAY AND
ESTABLIHSED PAYMENT ARRANGEMENTS. CUSTOMER AGREED TO PAY $BY TEH END OF THIS WEEK. BEGINNING WITH 12/2015, CUSTOMER WILL PAY THE CURRENT BILL PLUS AN ADDITIONAL $FOR TWELVE MONTHS. COMPANY WILL REVIEW THE TAPED CONVERSATIONS BETWEEN THIS CUSTOMER AND THE CS REPRESENTATIVE THAT SHE MENTIONED. COMPANY ALSO SHARED INFORMATION RELATING TO ASSISTANCE AGENCIES WITH THIS CUSTOMER. CUSTOMER THANKED US FOR CALLINGPARTIALLY SATISFIED
Company spoke with Mrs*** on 10/@ 4:17PM & confirmed that her EPP was already removedShe will be paying $by no later than 10/The remaining balance was set up on a DPA for $+ CB (what customer requested since this is what she can afford)Additionally, I made customer
aware, that her gas meter (meter #***) has been estimated for a little over yrsCustomer was shocked to hear this, and was under the impression that she already had an ERT & was receiving actual readings every month, despite bill indicating otherwiseI made Mrs*** aware that it's important that she is being billed on what she is actually utilyzingWe will be having the District Meter Reading Supervisor follwith her to further discuss and confirm the situationWe may need to schedule a remote device appointment for this customer to ensure accurate readings in the futureCustomer appreciated folland left it with her that she will be contacted by the meter reading SupervisorI also discussed other options with her as far as alternative payment methods to make things easier when paying her bills in the future
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Customer Relations called Ms*** on 6/and left a message. When call is returned, will request that the customer provide a copy of the invoice from the contractor of the work he performed on the unit. It will be reviewed by Appliance Service management to determine if any refund is
warranted. Will discuss all with the Ms*** when the call is returned
Customer Relations has since spoken to the customer on 1/25/and worked out an amicable resolution that he agreed to. An additional credit of $was given and the customer was satisfied
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
There is a history at this location of damaged PSE&G equipment and safety concerns. Customer was previously advised that there is no record of any diversion of service orcrossed meters. Customer also filed a high bill complaint via the NJ Board of Public Utilities. With
that inquiry, he was seeking payment arrangements on the balance of the account. Company extended a seven month deferred payment arrangement to the customer whereby he would pay the current bill plus an additional $per month. Payments were to begin 7/13/15; not kept. Customer will be contacted by a PSE&G investigator to confirm customer is being billed for the correct meters and to verify what his meters supply. Customer Relations reached out to customer. He was driving and could not speak but said he would return the call
PSE&G's Business Assurance & Resilience Department received notice of Mr***s claim on April 18, 2016. A Business Assurance Consultant (BAC) left a voice mail message for Mr*** on April 20, and spoke with him on April 25, 2016. Mr*** stated he was driving on
Route in Whippany when a PSE&G van turned into a gravel driveway and kicked up a rock which struck his car. He confirmed that there was damage to the passenger side panel of his car with some dents and scratches. Mr*** also advised that a police report was made and photos were taken
Based upon the initial information and investigation, the BAC believed there is no liability on PSEG. After receiving the police report and photos, the BAC contacted Mr*** and confirmed that PSE&G would be denying his claim. He suggested that Mr*** file a claim with his own insurance carrier
A Customer Relations Consultant contacted Mr*** on April 28, and advised that PSE&G's Business Assurance & Resilience Department makes the final decision regarding customer requests for compensation
Complaint: ***
I am rejecting this response because:not true, reps are not helpful and very unprofessional Payment arrangement was set up after rtn checks by them, I missed my arrangement that's why there's a shut off They are not willing to help me and thet denied njshares, I'm eligible, they won't accept it Supervisors are very nasty over the phone and at call ctr
Regards,
*** ***
Customer Relations spoke to Ms*** again on 10/5. PSE&G did in fact send notices to the customer at her Millville, NJ address and we will forward copies of those letters to Ms*** via email at ***, per her request. Regarding the issue with estimated reads - those concerns were not included in her original inquiry to the Revdex.com. She indicated that her meter had been estimated for about months and she did not it, becuase she would just look to see how much was owed and paid the bill. Per Ms***, the landlord finally provided access and we got an actual reading and billed for the additional usage, which is what she said resulted int he high bill. I advised the customer that I review the finaled account and provide her with whatever information is available regarding the number of months she was estimated, etc. and send it via email as well. Customer is satisfied with this response at this time and will contact me directly after receiving the email if she has further questions
[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 ***, and find that this resolution is satisfactory to meThat being said, PSE&G needs to come into the 21st century to make these transactions acceptableIt should never be the customer’s problem that PSE&G has experienced payment fraud.
Regards,
*** ***
Customer receives gas and electric services from PSE&G. The electric meter is read each month whereas the gas meter has been estimated due to no access to it on the scheduled meter reading dates. The last actual gas read on this account was obtained 12/7/2015. The
account balance is $3363.44. Customer last paid $10/17/16. Customer has one payment arrangements established in 6/which was not kept. On 10/18/a second payment arrangement was extended to the customer to pay $today and beginning with 11/to pay current bill plus $for twelve months. If customer recently filed for bankruptcy it is not known why she did not include this debt. Company attempted to reach this customer to address her concerns but we were unable to reach her. We did leave a voicemail message for the customer to return our call and will discuss her inquiry she returns our calls. Company will update this response accordingly.
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
Spoke with customer on 10/and advised customer that he was assessed a deposit due the history of his previous account. Customer was advised that at this time company will waive the deposit in the interest of customer relations. Customer was also advised that if his account become
delinquent in the future he can be assessed a deposit
Customer Relations spoke to *** *** on 5/4/15. He was advised that the representative that took his request for new service call in Decshould have notified him that a deposit may be requiredCustomer Relations told *** *** that the call would be reviewed and if the representative
did in fact fail to mention a possible deposit, that we would waive the deposit in the interest of customer relations. Customer was satisfied with our response and will wait for my call back after the call has been reviewed
The service to *** *** *** *** *** was shut off for non-payment on 8/11/The reconnection order was issued to the underground department as the service was cut in man hole #*** after 12pm on Friday, 8/11/The reconnection of service was completed on 8/13/when an
underground crew was available for restoration
Customer’s prior account was active from 9/25/through 9/28/2016. Customer was on the Equal Payment Plan and was billed $per month. When the account was reviewed at the six month mark, July 2016, the customer had consumed $in electricity but under the EPP had
only been billed $408.00. She had consumed $more than she was billed for. Based on this information and the EPP program, the customer’s account was adjusted to reflect the overage and the monthly EPP amount was increased from $to $152.00. The EPP program is designed to perform a review at the sixth month and make the necessary adjustment(s). This is done so that the customer is not left with a large overage when the account is balanced out at the twelfth month. This program is also an option that PSE&G offers to its customers as a tool to assist them with their budget planning Company tried reaching this customer several times at the telephone number provided in her inquiry. The telephone rings once and immediately goes into a busy signal. We are unable to speak with her.
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This customer also contacted the NJ Board of Public Utilities. It is company policy to estimate reads when an account is started and when it is finaledThis is not a new policyCompany will obtain actual reads at if customer requests actual readsThe customer finaled his account 5/16/
Account records do not support customer's claim that he was denied actual reads when he closed his accountEstimates are based on consumption history of the propertyCompany left a voicemail message for the customer on 5/18/to return our callAdditional information is needed from him concerning this matter
CUSTOMER HAS AN ELECTRIC ONLY ACCOUNT WITH ELECTRIC HEAT.THE ACCOUNT WAS ESTIMATED MAY - AUGUST 2015. WHEN AN ACTUAL READ WAS OBTAINED ON 9/1/2015, CUSTOMER WAS BILLED $FOR ADDITIONAL ELECTRIC CONSUMPTION - THE ESTIMATES WERE TOO LOW.CUSTOMER RELATIONS SPOKE WITH THE CUSTOMER TO DAY AND
ESTABLIHSED PAYMENT ARRANGEMENTS. CUSTOMER AGREED TO PAY $BY TEH END OF THIS WEEK. BEGINNING WITH 12/2015, CUSTOMER WILL PAY THE CURRENT BILL PLUS AN ADDITIONAL $FOR TWELVE MONTHS. COMPANY WILL REVIEW THE TAPED CONVERSATIONS BETWEEN THIS CUSTOMER AND THE CS REPRESENTATIVE THAT SHE MENTIONED. COMPANY ALSO SHARED INFORMATION RELATING TO ASSISTANCE AGENCIES WITH THIS CUSTOMER. CUSTOMER THANKED US FOR CALLINGPARTIALLY SATISFIED
Company spoke with Mrs*** on 10/@ 4:17PM & confirmed that her EPP was already removedShe will be paying $by no later than 10/The remaining balance was set up on a DPA for $+ CB (what customer requested since this is what she can afford)Additionally, I made customer
aware, that her gas meter (meter #***) has been estimated for a little over yrsCustomer was shocked to hear this, and was under the impression that she already had an ERT & was receiving actual readings every month, despite bill indicating otherwiseI made Mrs*** aware that it's important that she is being billed on what she is actually utilyzingWe will be having the District Meter Reading Supervisor follwith her to further discuss and confirm the situationWe may need to schedule a remote device appointment for this customer to ensure accurate readings in the futureCustomer appreciated folland left it with her that she will be contacted by the meter reading SupervisorI also discussed other options with her as far as alternative payment methods to make things easier when paying her bills in the future
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
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Customer Relations called Ms*** on 6/and left a message. When call is returned, will request that the customer provide a copy of the invoice from the contractor of the work he performed on the unit. It will be reviewed by Appliance Service management to determine if any refund is
warranted. Will discuss all with the Ms*** when the call is returned
Customer Relations has since spoken to the customer on 1/25/and worked out an amicable resolution that he agreed to. An additional credit of $was given and the customer was satisfied
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
There is a history at this location of damaged PSE&G equipment and safety concerns. Customer was previously advised that there is no record of any diversion of service orcrossed meters. Customer also filed a high bill complaint via the NJ Board of Public Utilities. With
that inquiry, he was seeking payment arrangements on the balance of the account. Company extended a seven month deferred payment arrangement to the customer whereby he would pay the current bill plus an additional $per month. Payments were to begin 7/13/15; not kept. Customer will be contacted by a PSE&G investigator to confirm customer is being billed for the correct meters and to verify what his meters supply. Customer Relations reached out to customer. He was driving and could not speak but said he would return the call
PSE&G's Business Assurance & Resilience Department received notice of Mr***s claim on April 18, 2016. A Business Assurance Consultant (BAC) left a voice mail message for Mr*** on April 20, and spoke with him on April 25, 2016. Mr*** stated he was driving on
Route in Whippany when a PSE&G van turned into a gravel driveway and kicked up a rock which struck his car. He confirmed that there was damage to the passenger side panel of his car with some dents and scratches. Mr*** also advised that a police report was made and photos were taken
Based upon the initial information and investigation, the BAC believed there is no liability on PSEG. After receiving the police report and photos, the BAC contacted Mr*** and confirmed that PSE&G would be denying his claim. He suggested that Mr*** file a claim with his own insurance carrier
A Customer Relations Consultant contacted Mr*** on April 28, and advised that PSE&G's Business Assurance & Resilience Department makes the final decision regarding customer requests for compensation
Complaint: ***
I am rejecting this response because:not true, reps are not helpful and very unprofessional Payment arrangement was set up after rtn checks by them, I missed my arrangement that's why there's a shut off They are not willing to help me and thet denied njshares, I'm eligible, they won't accept it Supervisors are very nasty over the phone and at call ctr
Regards,
*** ***
Customer Relations spoke to Ms*** again on 10/5. PSE&G did in fact send notices to the customer at her Millville, NJ address and we will forward copies of those letters to Ms*** via email at ***, per her request. Regarding the issue with estimated reads - those concerns were not included in her original inquiry to the Revdex.com. She indicated that her meter had been estimated for about months and she did not it, becuase she would just look to see how much was owed and paid the bill. Per Ms***, the landlord finally provided access and we got an actual reading and billed for the additional usage, which is what she said resulted int he high bill. I advised the customer that I review the finaled account and provide her with whatever information is available regarding the number of months she was estimated, etc. and send it via email as well. Customer is satisfied with this response at this time and will contact me directly after receiving the email if she has further questions
[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 ***, and find that this resolution is satisfactory to meThat being said, PSE&G needs to come into the 21st century to make these transactions acceptableIt should never be the customer’s problem that PSE&G has experienced payment fraud.
Regards,
*** ***