PSE&G's Customer Relations spoke with Mr [redacted] on 1/and confirmed we would investigate his concerns The investigation does confirm that we were out on three occasions for the customer's issue During the first visit on 12/29, the technician stated it seemed as if the pressure switch was bad and since there was no contract the customer decided to change it himself There was a second visit on 12/30, again for no heat At this time, it was an erratic circuit board The part was ordered and installed on 1/5/ At the time of that visit the heater was working better, but there is now an issue with the inducer motor A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits The supervisor advised that they would provide a credit of $for the pressure switch, since it did not fix the issue He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit The $billed to the customer was for the inducer motor and the circuit board No further credits are due and customer was advised same by supervisor Customer Relations contacted the customer again on 1/26/and left a message at 12: When the call is returned, will review all with customer and again advised no further credits will be given other than the $
Customer ***? [redacted] ? moved to this location on 6/22/17- the customer had a balance transferred from a previous location of $2,476.48.? In addition the customer only made payments on this account since moving here $on 10/18/and $on 12/19/17.? At the time the service was shut off for non-payment, the balance was accumulated to $4435.21.? The company accepted $to have the service restored on 2/27/18- the service was restored and the customer was put on a payment plan for months to pay $a month plus the current charges.? The customer must maintain the payment plan to avoid being disconnected again
This account is for gas and electric services.? As of 6/23/the account balance was $753.38.? ? The shut off notice was for $400.07, which was due immediately, plus an additional $to be paid by 7/12/16.? This account carried a delinquent amount and shut off notice for many months.? The customer paid $on 7/6/and the service was interrupted on 7/20/16.? Company agreed to accept an additional $and a six month payment agreement to restore the service.? The turn on order was issued 7/20/at 11:54.? There was no one home at 6:p.m., at which time the order was marked completed.? Because the customer was not at home, the service was left off at the breakerA second reconnect order was issued 7/20/at 7:p.m.? The turn on was completed 7/21/at 9:a.m
Account records confirm that on 4/16/at 5:p.mcustomer requested a call back via the automated system Account records also verify that company did return the customer's call on 4/16/at 5:p.m This is an electric only account with electric heat The billng is based on actual reads Customer disputes the March bill which is for the period of February 11, through March 31, The reason the consumption and billing is higher than is due to the extreme weather in February As reported, February broke existing weather records with harshness Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature Company spoke with the customer on 4/23/and scheduled a meter change for 4/27/ The meter will be tested at the earliest opportunity and customer will be provided with the meter test results Customer understands this and is satisfied at this time
The service at the location was cut at the pole At the time of the cut, Floors and were Unknown accounts and Floor was delinquent and listed as a day card Company was refused access by the tenants who were not entitled to the service I spoke with the LL, [redacted] [redacted] , today and explained the situation to him He expressed that the 3rd floor tenant has been out for about – months now (evicted) and he is in the process of evicting the Floor tenant as well LL, who has a house account here was advised to contact the company when tenants are evicted/move out and request service be turned off He understands and thanked me for calling and explaining it all to him
After the initial call the customer spoke to a supervisor who explained that this is the Utilities rulesNot too many people place passwords on their account but if they go to that extreme then there is a good reasonThis account is in the name of [redacted] not the complainantPSEG stands by its decisionIf [redacted] calls we will be happy to issue a request for an estimate
Complaint: [redacted] I am rejecting this response because: 1) I did not receive a message2) I did speak with [redacted] , a rep from PSE&G office of the president, who advised she is forwarding to the billing department for resolution I like the progress so far, but it is still unresolved for the time being Regards, [redacted] ***
A Customer Relations Consultant spoke with [redacted] (customer of record) on September 27th, and discussed her concerns? The customer contacted PSE&G’s Call Center on September 19th, to discuss a high bill concern.? The Customer Service Representatives did a poor job addressing the customer’s concern.? The calls have been reviewed and PSE&G Management is conducting an investigation with the employees in question? The customer experienced several power outages in August 2016.? The causes of the outages were discussed.? Ms [redacted] mentioned an outage on a Saturday evening in August which was not initially identified.? A Senior Engineering Plant Supervisor will follwith Ms [redacted] regarding the outage in question? In August 2016, PSE&G billed a low estimate for the electric consumption.? Then in September, PSE&G billed an actual meter reading and the customer received a high (catch-up) bill.? Ms [redacted] explained that the air conditioner had to work harder to get the temperature to the desired level each time the service was restored after an outage.? To address this concern, the account has been credited $for good customer relations? Ms [redacted] agreed to sifor MyAlerts so she and Mr [redacted] will receive outage and payment notifications via their smart devices in the future?
Revenue Integrity department received notification that there was an electric (House) meter at the location that was not on our systemThey confirmed the meter information and sent it to billing to be entered however no-one notified the customerWe spoke 1/and [redacted] told me he moved in and this was new constructionI explained that clearly the house was wired for a house meter and City code may require that as a multi family home there is a separate meter for the common areas, he is going to check with the City and look into the cost to have the meter removed and common areas attached to his residential meter, I also requested a rate investigation because the charges appear very highI will follow up with the customer after the rate is reviewed
Customer receives gas and electric utility services from PSE&G and is billed accordingly.? On 11/4/the customer was billed $for heating repair service.? This was billed on the customer’s utility account, as is company policy.? The customer had a deferred payment arrangement on the account balance but did not maintain the arrangement.The customer’s account became delinquent in 11/2017.? She began to make partial payments on the account.? When there is an appliance service charge on an account and the account is delinquent, the company will transfer that balance to a separate account and begin collections on those monies which is what happened here.? The customer’s account was delinquent, including the $service charge.? The service charge was transferred to a separate account on 5/21/and customer brought the (energy) account current on 5/23/2018.? ? Company spoke with the customer.? Company agreed to hold collection on the unpaid account for thirty-days to allow customer time to pay it.? ?
Company will forward to the customer a copy of the consumption history.? The amount billed to this customer is based on the customer's own consumption history.? ? Company extended an offer to this customer to reduce the bill by twenty-five percent and to give her a long term payment arrangement on the balance of the account.? Customer’s request for company to waive fifty percent of the bill is declined.? Company’s offer remains the same.?
A voicemail message was left for the customer on 9/21,10/and 10/At this time we cannot locate? the customer account because additional information is needed.? We do not have an account at this location in the customers name nor can we locate an account with the phone number.? Please have customer provide account number and or name the account is in so that we may assist customer with her concerns.? Customer can contact Gwen W [redacted] directly at [redacted] ***?
Our Customer Consultant who has been working with this customer for years James W [redacted] spoke and received text messages from [redacted] [redacted] on 9/11/ Currently September bill had her account past due $with a notice of disconnection if not paid by 9/14/ For good customer relations the disconnection notice has been cancelled until 10/31/to allow Ms [redacted] time to find additional funding Company not responsible for outside funding, this is the customers responsibility due to financial information provided When speaking with customer he gave her information for [redacted] is a website and call center that gives multiple organization that may be able to assist her PSE&G is quite aware of Ms [redacted] since she has contacted us for years about her past due bill She has never been disconnected her electric service and we attempt to help her each time she contacts us by giving her deferred payment arrangements and extensions on her due dates Ms [redacted] has been telling the company for at least years that is she moving PSE&G is confused with her claim about a federal law suit? PSE&G is under the jurisdiction of the NJ Board of Public Utilities and the Office of Administrative Law Quite sure a case filed in federal court would not he heard
Complaint: [redacted] I am rejecting this response because:? I had a sign in the yard stating I lived there, the door was left open and music as well as flash lights were made visible and audible all through out the nightThere is No excuse this company did not stop, I was even outside and tried to wave them down/ yell out to them and they never once even stoppedThe company needs to take responsibility for their negligent actions.? Regards, [redacted]
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
The customer established her account on September 5, This account is for both gas and electric services Customer’s service was shut off for non-payment on Tuesday, May 17, From its active date through May 17th, there were no payments on the account The shut off action was taken after PSE&G’s many attempts to collect on the account went unanswered Customer was advised of the delinquent account via automated calls and letters It was only after the customer ignored those attempts that the service was then interrupted Once the service was shut off, customer paid the required $on May 17th and the reconnect order was issued at 7:p.m The technician who was assigned the job arrived at the property and made the following notes:• There was no answer at the door.• There was no answer by phone.• A CGI card was left on the door.• A message was left on the customer’s voicemailThe technicians are not prohibited from blocking the number on their company cell phones Most do so to avoid subsequent telephone calls directly from customers for other mattersReview of the telephone call also confirms that the customer was given incorrect information when she was initially advised that the technician would be arriving between 7:– 8:a.mthe next morning That representative has been spoken to and the correct procedures for reconnects reviewed with her In the case of a shut off for non-payment, if the customer makes payment by p.m., the service is guaranteed to be restored the same day If it's after p.mthe reconnect can occur the next day by noon time This customer made payment at 7:p.mon May 17th and her service was restored on May 18th at 9:a.m.With respect to emergencies, PSE&G handles gas emergencies When a gas leak or something of this nature is called in, PSE&G dispatches a technician on an emergency basis to location, to make the situation safe
Customer’s prior account was active from 9/25/through 9/28/ 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 $ 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 $ 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
PSE&G's Customer Relations spoke with Mr [redacted] on 1/and confirmed we would investigate his concerns The investigation does confirm that we were out on three occasions for the customer's issue During the first visit on 12/29, the technician stated it seemed as if the pressure switch was bad and since there was no contract the customer decided to change it himself There was a second visit on 12/30, again for no heat At this time, it was an erratic circuit board The part was ordered and installed on 1/5/ At the time of that visit the heater was working better, but there is now an issue with the inducer motor A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits The supervisor advised that they would provide a credit of $for the pressure switch, since it did not fix the issue He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit The $billed to the customer was for the inducer motor and the circuit board No further credits are due and customer was advised same by supervisor Customer Relations contacted the customer again on 1/26/and left a message at 12: When the call is returned, will review all with customer and again advised no further credits will be given other than the $
Customer ***? [redacted] ? moved to this location on 6/22/17- the customer had a balance transferred from a previous location of $2,476.48.? In addition the customer only made payments on this account since moving here $on 10/18/and $on 12/19/17.? At the time the service was shut off for non-payment, the balance was accumulated to $4435.21.? The company accepted $to have the service restored on 2/27/18- the service was restored and the customer was put on a payment plan for months to pay $a month plus the current charges.? The customer must maintain the payment plan to avoid being disconnected again
This account is for gas and electric services.? As of 6/23/the account balance was $753.38.? ? The shut off notice was for $400.07, which was due immediately, plus an additional $to be paid by 7/12/16.? This account carried a delinquent amount and shut off notice for many months.? The customer paid $on 7/6/and the service was interrupted on 7/20/16.? Company agreed to accept an additional $and a six month payment agreement to restore the service.? The turn on order was issued 7/20/at 11:54.? There was no one home at 6:p.m., at which time the order was marked completed.? Because the customer was not at home, the service was left off at the breakerA second reconnect order was issued 7/20/at 7:p.m.? The turn on was completed 7/21/at 9:a.m
UPDATE: [redacted] has actually been set up with a PSE&G account in her name as of 5/25/
Customer Relations has been in communication with Ms [redacted] 's boyfriend Ron and as of 10/22, service had been restored
Account records confirm that on 4/16/at 5:p.mcustomer requested a call back via the automated system Account records also verify that company did return the customer's call on 4/16/at 5:p.m This is an electric only account with electric heat The billng is based on actual reads Customer disputes the March bill which is for the period of February 11, through March 31, The reason the consumption and billing is higher than is due to the extreme weather in February As reported, February broke existing weather records with harshness Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature Company spoke with the customer on 4/23/and scheduled a meter change for 4/27/ The meter will be tested at the earliest opportunity and customer will be provided with the meter test results Customer understands this and is satisfied at this time
The service at the location was cut at the pole At the time of the cut, Floors and were Unknown accounts and Floor was delinquent and listed as a day card Company was refused access by the tenants who were not entitled to the service I spoke with the LL, [redacted] [redacted] , today and explained the situation to him He expressed that the 3rd floor tenant has been out for about – months now (evicted) and he is in the process of evicting the Floor tenant as well LL, who has a house account here was advised to contact the company when tenants are evicted/move out and request service be turned off He understands and thanked me for calling and explaining it all to him
After the initial call the customer spoke to a supervisor who explained that this is the Utilities rulesNot too many people place passwords on their account but if they go to that extreme then there is a good reasonThis account is in the name of [redacted] not the complainantPSEG stands by its decisionIf [redacted] calls we will be happy to issue a request for an estimate
Complaint: [redacted] I am rejecting this response because: 1) I did not receive a message2) I did speak with [redacted] , a rep from PSE&G office of the president, who advised she is forwarding to the billing department for resolution I like the progress so far, but it is still unresolved for the time being Regards, [redacted] ***
A Customer Relations Consultant spoke with [redacted] (customer of record) on September 27th, and discussed her concerns? The customer contacted PSE&G’s Call Center on September 19th, to discuss a high bill concern.? The Customer Service Representatives did a poor job addressing the customer’s concern.? The calls have been reviewed and PSE&G Management is conducting an investigation with the employees in question? The customer experienced several power outages in August 2016.? The causes of the outages were discussed.? Ms [redacted] mentioned an outage on a Saturday evening in August which was not initially identified.? A Senior Engineering Plant Supervisor will follwith Ms [redacted] regarding the outage in question? In August 2016, PSE&G billed a low estimate for the electric consumption.? Then in September, PSE&G billed an actual meter reading and the customer received a high (catch-up) bill.? Ms [redacted] explained that the air conditioner had to work harder to get the temperature to the desired level each time the service was restored after an outage.? To address this concern, the account has been credited $for good customer relations? Ms [redacted] agreed to sifor MyAlerts so she and Mr [redacted] will receive outage and payment notifications via their smart devices in the future?
Revenue Integrity department received notification that there was an electric (House) meter at the location that was not on our systemThey confirmed the meter information and sent it to billing to be entered however no-one notified the customerWe spoke 1/and [redacted] told me he moved in and this was new constructionI explained that clearly the house was wired for a house meter and City code may require that as a multi family home there is a separate meter for the common areas, he is going to check with the City and look into the cost to have the meter removed and common areas attached to his residential meter, I also requested a rate investigation because the charges appear very highI will follow up with the customer after the rate is reviewed
Customer receives gas and electric utility services from PSE&G and is billed accordingly.? On 11/4/the customer was billed $for heating repair service.? This was billed on the customer’s utility account, as is company policy.? The customer had a deferred payment arrangement on the account balance but did not maintain the arrangement.The customer’s account became delinquent in 11/2017.? She began to make partial payments on the account.? When there is an appliance service charge on an account and the account is delinquent, the company will transfer that balance to a separate account and begin collections on those monies which is what happened here.? The customer’s account was delinquent, including the $service charge.? The service charge was transferred to a separate account on 5/21/and customer brought the (energy) account current on 5/23/2018.? ? Company spoke with the customer.? Company agreed to hold collection on the unpaid account for thirty-days to allow customer time to pay it.? ?
Complaint: [redacted] I am rejecting this response because: I Have agreed to $by 11/11/Not the end of the week Regards, [redacted]
Company will forward to the customer a copy of the consumption history.? The amount billed to this customer is based on the customer's own consumption history.? ? Company extended an offer to this customer to reduce the bill by twenty-five percent and to give her a long term payment arrangement on the balance of the account.? Customer’s request for company to waive fifty percent of the bill is declined.? Company’s offer remains the same.?
A voicemail message was left for the customer on 9/21,10/and 10/At this time we cannot locate? the customer account because additional information is needed.? We do not have an account at this location in the customers name nor can we locate an account with the phone number.? Please have customer provide account number and or name the account is in so that we may assist customer with her concerns.? Customer can contact Gwen W [redacted] directly at [redacted] ***?
Our Customer Consultant who has been working with this customer for years James W [redacted] spoke and received text messages from [redacted] [redacted] on 9/11/ Currently September bill had her account past due $with a notice of disconnection if not paid by 9/14/ For good customer relations the disconnection notice has been cancelled until 10/31/to allow Ms [redacted] time to find additional funding Company not responsible for outside funding, this is the customers responsibility due to financial information provided When speaking with customer he gave her information for [redacted] is a website and call center that gives multiple organization that may be able to assist her PSE&G is quite aware of Ms [redacted] since she has contacted us for years about her past due bill She has never been disconnected her electric service and we attempt to help her each time she contacts us by giving her deferred payment arrangements and extensions on her due dates Ms [redacted] has been telling the company for at least years that is she moving PSE&G is confused with her claim about a federal law suit? PSE&G is under the jurisdiction of the NJ Board of Public Utilities and the Office of Administrative Law Quite sure a case filed in federal court would not he heard
Complaint: [redacted] I am rejecting this response because:? I had a sign in the yard stating I lived there, the door was left open and music as well as flash lights were made visible and audible all through out the nightThere is No excuse this company did not stop, I was even outside and tried to wave them down/ yell out to them and they never once even stoppedThe company needs to take responsibility for their negligent actions.? Regards, [redacted]
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
The customer established her account on September 5, This account is for both gas and electric services Customer’s service was shut off for non-payment on Tuesday, May 17, From its active date through May 17th, there were no payments on the account The shut off action was taken after PSE&G’s many attempts to collect on the account went unanswered Customer was advised of the delinquent account via automated calls and letters It was only after the customer ignored those attempts that the service was then interrupted Once the service was shut off, customer paid the required $on May 17th and the reconnect order was issued at 7:p.m The technician who was assigned the job arrived at the property and made the following notes:• There was no answer at the door.• There was no answer by phone.• A CGI card was left on the door.• A message was left on the customer’s voicemailThe technicians are not prohibited from blocking the number on their company cell phones Most do so to avoid subsequent telephone calls directly from customers for other mattersReview of the telephone call also confirms that the customer was given incorrect information when she was initially advised that the technician would be arriving between 7:– 8:a.mthe next morning That representative has been spoken to and the correct procedures for reconnects reviewed with her In the case of a shut off for non-payment, if the customer makes payment by p.m., the service is guaranteed to be restored the same day If it's after p.mthe reconnect can occur the next day by noon time This customer made payment at 7:p.mon May 17th and her service was restored on May 18th at 9:a.m.With respect to emergencies, PSE&G handles gas emergencies When a gas leak or something of this nature is called in, PSE&G dispatches a technician on an emergency basis to location, to make the situation safe
Customer’s prior account was active from 9/25/through 9/28/ 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 $ 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 $ 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