sorry for the miscommunication via e-mail I am still await the check from PSE&G I greatly appreciate your help in this situation I feel it will be resolved but I was told by PSE&G that the check will not be mailed out till August 10, Therefor I would appreciate if you could leave the case open until I receive it
[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:
Here are the documents that you requested.Please review and forward this to PSE&G
Regards,
*** ***
The gas service was active in March and April while the house was under construction as the customer indicated in the BPU complaint descriptionContractors use heat to facilitate the construction process and this may have caused the customer's high billsThe gas meter was installed on 2/25/and
turned onThe March and April bills are based on actual meter readingsAt the customer's request, the gas meter was changed on 2/2/and tested accuratePS responded to gas leak orders on 11/12/and 2/1/The leaks were before the meter (they were not billed) and repairedI spoke with the customer and explainedNot satisfiedPS has fulfilled requirements to check our equipment
This customer’s account, #***, at *** *** *** *** ** ***, was for gas and electric energy charges. The account was active from February 8, through July 3, 2016. When the account was finaled it had an accumulated balance of $1165.44. Because the
account remained delinquent and unpaid, it was subsequently forwarded to a collection agency on January 12, 2017. During the time the account was active there were sporadic customer paymentsThe customer also received Universal Service Fund monthly benefits during half of the time she resided at the location. The following payments were recorded:$on 10/27/14$on 10/21/14$50 on 4/6/2015$on 5/8/2015$on 9/14/2015$on 6/20/2016Company spoke with the customer today and confirmed the outstanding balance on this account. She explained that she requested an investigation while living at the premise. It was explained to her that if she requested an investigation while residing at the location but could not provide access, an investigation could not be completed. She confirmed that she had access to her apartment only. Customer was advised that there is also another outstanding account in her name at this location. Account *** was billed by *** *** for services consumed but not billed for. Customer understands a representative from that department will contact her direct to address and resolve that issue
Electric heating accountElectric meter was changed 9/21/January through April vselectric usage increased substantiallyThe electric meter change was due to selective sampling/ageI called the customer and left a messageNo return phone call
An Appliance Repair supervisor contacted the customer to discuss the issue with the refrigerator repair. The part needed to repair is obsolete, but the company was able to get a 'repair' kit from the manufacturer ***,, using the part# provided by the customer (after they contacted
***). The customer was contacted and a technician arrived on 10/to install the part, but it ended up being the wrong part. The company will attempt to repair with a different service kit as a final option to repair the refrigerator. The kit should arrive within in a few days and the company will return to install. The customer also has the name and phone number for the supervisor as well
PSE&G Customer Relations attempted to reach Mr*** on 7/and left a message at 11:50am. Our investigation finds that an Appliance Repair technician was at Mr***'s home on 6/to service his A/C unit and performed a nitrogen pressure test to find the leak that was causing the
customer to lose its FreonThe leak was found in the 'a' coil and customer was notified of same. The technician left the unit off and did not put the cover back on the 'a' coil. The cost of the pressure test was $and the customer was billed for same. An Appliance Repair supervisor also spoke to Mr***, who on 6/regarding this matter as well. It was explained to him that he had one other option which was to add a sealant to the system, but there was no guarantee that it would work, which was made clear to Mr***. He decided to move forward with trying the sealant. The supervisor indicated in the interest of good customer relations, he would refund the difference between the pressure test charge of $and the final cost of the sealer. The final cost of the sealer was $286.96. So a credit of $has been applied to the customer's account. Company will discuss all with the customer when the call is returned
Customer contacted the BPU complaining that his electric service was shut-off without his knowledgeReviewed the account and discovered that the service was ordered off by R.I.Dafter reporting their finding of jumper cables on the meter and an unsafe condition due to a damaged meter panCustomer
was advised on 1/13/to contact Rep at R.I.Dbefore any reconnection can take placeInspections are also requiredSpoke to the customer who stated that he spoke to several company repsExplained the condition and gave him the phone numbers of the person he needed to speak with in R.I.D
The customer's air conditioner was repaired on 8/18/I called the customer and left a message and they did not return my callThere have been no additional service visits since 8/18/
According to PSE&G’s records, a technician reconnected
the electric service on 10/09/15. On 10/13/15, orders were issued for a
part power condition and no power condition. The two troubleshooters who
responded to the customer’s calls reported that the voltage at the meter
panel
was good, so the issue was not PSE&G’s responsibility. They both
informed *** *** that the issue was beyond the meter, so she needed to have
an electrician make the necessary repairs. *** *** hired an electrician
who remade the connections from the electric meter to the customer’s main panel
in the basement.A Senior Engineering Plant Supervisor spoke to *** *** on
10/15/15. *** *** states that when the service was either disconnected
or reconnected, she believes that a PSE&G representative caused the
damage to the service. She stated that she has filed a claim for damages
and loss of property.A Customer Relations Consultant left a voicemail for *** *** on 10/16/confirming that the Claims Department will investigate her
concern and provided his number in case she has any additional questions.Thank you
UPDATED RESPONSE SUPERVISOR SPOKE WITH CUSTOMER AT 11:AM AND VERIFIED THAT HE RECEIVED THE VOICEMAIL MESSAGE LEFT FOR HIM. CUSTOMER WAS SATISFIED WITH THE RESOLUTION OF THIS MATTER. --------------------------------------------------------------------------------...⇄ />
SUPERVISOR CONTACTED THE CUSTOMER TODAY, 8/30/2017. SHE DID NOT REACH THE CUSTOMER BUT SHE DID LEAVE A VOICEMAIL MESSAGE APOLOGIZING FOR THE INCORRECT INFORMATION GIVEN TO HIM REGARDING THE REFUND CHECK. THE VOICEMAIL MESSAGE ALSO CONFIRMED THAT THE REFUND CHECK WILL BE MAILED TODAY. ADDITIONALLY, A $ARBITRARY ALLOWANCE FOR GOOD CUSTOMER RELATIONS WAS GIVEN TO THE CUSTOMER. REFUND CHECK IS IN THE AMOUNT OF $
Customer was initially moved into the incorrect apartment from the time he established his account, 5/30/through 3/14/2016. He was billed for the Front Apartment, whereas he resides in the Rear Apartment. The rebilling has been completed as of 6/10/2016. His
correct account number is ***. Customer currently has a credit balance of $212.23. Company spoke with the customer today and advised him of this. Customer is satisfied
Spoke with customer on 11/and advised customer that company will accept $by 11/to establish a new payment arrangementCustomer last payment was 6/16/16. Customer contact the BPU in August of last year and never contacted the company back. Customer received a high billed
due to both her meters being estimated for months. Customer was explained this last year when she received the bill and she was also placed on an arrangement that was broken
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.
Customer established her account for gas and electric on 10/21/2016. The account was billed monthly; however the monthly invoices were forwarded to the customer’s prior address. Company was not aware that the customer was not receiving the bills until her service was interrupted on
On 4/5/customer spoke with company’s Collection Department and was advised to pay $and to make payment arrangements on the balance at that time. The customer paid $on 4/11/and the payment was returned unpaid by the bank on 4/12/2017. When the customer failed to make good on the returned check, the service was subsequently turned off on 4/19/2017. Customer did speak with collection supervision and was advised that company would accept $as a courtesy and payment arrangements on the balance. Customer wanted to pay $to have the service restored; her request was denied. Company spoke with the customer today. An explanation was provided to the customer as well as an apology. Company also agreed to waive the $reconnection fee at the customer’s request. Customer is 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
Thank you for your help, I have asked for this several times and you finally made it happen!
Regards,
*** ***
The investigation confirmed that there was a shut off order on this account due to its delinquency. On the date that the service was shut off for non-payment, the account balance was $1,with $being past due. Customer’s October invoice/bill stated that “$must be
paid by October 24, or service may be shut off.” When payment was not received by October 24th, a shut off order was generated. Account records confirm the gas service was shut off on October 29th at approximately 11:a.m. It appears that the customer made her payment online on October 28th but there was a delay in it actually posting to the account. Additionally, due to a system error the account information did not update accordingly and did not show that the gas service had in fact been interrupted. This is why company reps reviewing the account after the shut off did not know the gas was shut off. CS Reps are not required to provide their work location to the customer. A PSE&G technician responded to the customer’s no gas call and confirmed that the gas service was shut off; this was on October 29th at 11:p.m. Because of the hour, the customer was advised that it would the next morning before the service would be restored. The reconnect order was completed on October 30, at 11:a.m.We left a voicemail message for this customer to return our call (directly) to discuss this matter further. Company will extend a $credit to this customer’s account in the interest of good customer’s relations, once we have spoken with the customer.
Customer Relations spoke to customer on 10/1./15 He indicated he wanted to speak to the appropriate supervisor regarding the technicians actions. I advised I would have the supervisor contact him to further discuss his concerns and we would also investigate what transpired. Our
records do confirm that a technician was out on 9/30, the order notes indicate it was due to a gas smell. However, our investigation will confirm all. *** *** has my contact information. I also have confirmation that the Appliance Repair supervisor has also contacted the customer and reassured we would investigate and the customer also has the supervisor's phone number as well
PSE&G Customer Relations attempted to reach *** *** on 1/12/at 2:50pm and left a message on her voicemail. Review of the account finds that the customer's gas meter had been estimated since the account was opened in March 2013. When we installed a remote device (to ensure actual
readings going forward) in October 2015, we were able to obtain an actual reading and billed for the additional usage. We can offer the customer a long term payment arrangement to pay down the balance over time. In addition, the account has been referred to our Billing Dept supervisors for review to determine if any adjustments may be needed on the account, because the account was started on an estimated started index. Will discuss all with the customer when the call is returned. The account has a hold from any collections through 1/31/while the matter is reviewed/resolved
sorry for the miscommunication via e-mail I am still await the check from PSE&G I greatly appreciate your help in this situation I feel it will be resolved but I was told by PSE&G that the check will not be mailed out till August 10, Therefor I would appreciate if you could leave the case open until I receive it
[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:
Here are the documents that you requested.Please review and forward this to PSE&G
Regards,
*** ***
The gas service was active in March and April while the house was under construction as the customer indicated in the BPU complaint descriptionContractors use heat to facilitate the construction process and this may have caused the customer's high billsThe gas meter was installed on 2/25/and
turned onThe March and April bills are based on actual meter readingsAt the customer's request, the gas meter was changed on 2/2/and tested accuratePS responded to gas leak orders on 11/12/and 2/1/The leaks were before the meter (they were not billed) and repairedI spoke with the customer and explainedNot satisfiedPS has fulfilled requirements to check our equipment
This customer’s account, #***, at *** *** *** *** ** ***, was for gas and electric energy charges. The account was active from February 8, through July 3, 2016. When the account was finaled it had an accumulated balance of $1165.44. Because the
account remained delinquent and unpaid, it was subsequently forwarded to a collection agency on January 12, 2017. During the time the account was active there were sporadic customer paymentsThe customer also received Universal Service Fund monthly benefits during half of the time she resided at the location. The following payments were recorded:$on 10/27/14$on 10/21/14$50 on 4/6/2015$on 5/8/2015$on 9/14/2015$on 6/20/2016Company spoke with the customer today and confirmed the outstanding balance on this account. She explained that she requested an investigation while living at the premise. It was explained to her that if she requested an investigation while residing at the location but could not provide access, an investigation could not be completed. She confirmed that she had access to her apartment only. Customer was advised that there is also another outstanding account in her name at this location. Account *** was billed by *** *** for services consumed but not billed for. Customer understands a representative from that department will contact her direct to address and resolve that issue
Electric heating accountElectric meter was changed 9/21/January through April vselectric usage increased substantiallyThe electric meter change was due to selective sampling/ageI called the customer and left a messageNo return phone call
An Appliance Repair supervisor contacted the customer to discuss the issue with the refrigerator repair. The part needed to repair is obsolete, but the company was able to get a 'repair' kit from the manufacturer ***,, using the part# provided by the customer (after they contacted
***). The customer was contacted and a technician arrived on 10/to install the part, but it ended up being the wrong part. The company will attempt to repair with a different service kit as a final option to repair the refrigerator. The kit should arrive within in a few days and the company will return to install. The customer also has the name and phone number for the supervisor as well
PSE&G Customer Relations attempted to reach Mr*** on 7/and left a message at 11:50am. Our investigation finds that an Appliance Repair technician was at Mr***'s home on 6/to service his A/C unit and performed a nitrogen pressure test to find the leak that was causing the
customer to lose its FreonThe leak was found in the 'a' coil and customer was notified of same. The technician left the unit off and did not put the cover back on the 'a' coil. The cost of the pressure test was $and the customer was billed for same. An Appliance Repair supervisor also spoke to Mr***, who on 6/regarding this matter as well. It was explained to him that he had one other option which was to add a sealant to the system, but there was no guarantee that it would work, which was made clear to Mr***. He decided to move forward with trying the sealant. The supervisor indicated in the interest of good customer relations, he would refund the difference between the pressure test charge of $and the final cost of the sealer. The final cost of the sealer was $286.96. So a credit of $has been applied to the customer's account. Company will discuss all with the customer when the call is returned
Spoke with customer on 5/2/and advised customer that we can set up an arrangement for $by 5/7/and the balance on a month arrangement
Customer contacted the BPU complaining that his electric service was shut-off without his knowledgeReviewed the account and discovered that the service was ordered off by R.I.Dafter reporting their finding of jumper cables on the meter and an unsafe condition due to a damaged meter panCustomer
was advised on 1/13/to contact Rep at R.I.Dbefore any reconnection can take placeInspections are also requiredSpoke to the customer who stated that he spoke to several company repsExplained the condition and gave him the phone numbers of the person he needed to speak with in R.I.D
The customer's air conditioner was repaired on 8/18/I called the customer and left a message and they did not return my callThere have been no additional service visits since 8/18/
According to PSE&G’s records, a technician reconnected
the electric service on 10/09/15. On 10/13/15, orders were issued for a
part power condition and no power condition. The two troubleshooters who
responded to the customer’s calls reported that the voltage at the meter
panel
was good, so the issue was not PSE&G’s responsibility. They both
informed *** *** that the issue was beyond the meter, so she needed to have
an electrician make the necessary repairs. *** *** hired an electrician
who remade the connections from the electric meter to the customer’s main panel
in the basement.A Senior Engineering Plant Supervisor spoke to *** *** on
10/15/15. *** *** states that when the service was either disconnected
or reconnected, she believes that a PSE&G representative caused the
damage to the service. She stated that she has filed a claim for damages
and loss of property.A Customer Relations Consultant left a voicemail for *** *** on 10/16/confirming that the Claims Department will investigate her
concern and provided his number in case she has any additional questions.Thank you
UPDATED RESPONSE SUPERVISOR SPOKE WITH CUSTOMER AT 11:AM AND VERIFIED THAT HE RECEIVED THE VOICEMAIL MESSAGE LEFT FOR HIM. CUSTOMER WAS SATISFIED WITH THE RESOLUTION OF THIS MATTER. --------------------------------------------------------------------------------...⇄ /> SUPERVISOR CONTACTED THE CUSTOMER TODAY, 8/30/2017. SHE DID NOT REACH THE CUSTOMER BUT SHE DID LEAVE A VOICEMAIL MESSAGE APOLOGIZING FOR THE INCORRECT INFORMATION GIVEN TO HIM REGARDING THE REFUND CHECK. THE VOICEMAIL MESSAGE ALSO CONFIRMED THAT THE REFUND CHECK WILL BE MAILED TODAY. ADDITIONALLY, A $ARBITRARY ALLOWANCE FOR GOOD CUSTOMER RELATIONS WAS GIVEN TO THE CUSTOMER. REFUND CHECK IS IN THE AMOUNT OF $
Customer was initially moved into the incorrect apartment from the time he established his account, 5/30/through 3/14/2016. He was billed for the Front Apartment, whereas he resides in the Rear Apartment. The rebilling has been completed as of 6/10/2016. His
correct account number is ***. Customer currently has a credit balance of $212.23. Company spoke with the customer today and advised him of this. Customer is satisfied
Spoke with customer on 11/and advised customer that company will accept $by 11/to establish a new payment arrangementCustomer last payment was 6/16/16. Customer contact the BPU in August of last year and never contacted the company back. Customer received a high billed
due to both her meters being estimated for months. Customer was explained this last year when she received the bill and she was also placed on an arrangement that was broken
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.
Customer established her account for gas and electric on 10/21/2016. The account was billed monthly; however the monthly invoices were forwarded to the customer’s prior address. Company was not aware that the customer was not receiving the bills until her service was interrupted on
On 4/5/customer spoke with company’s Collection Department and was advised to pay $and to make payment arrangements on the balance at that time. The customer paid $on 4/11/and the payment was returned unpaid by the bank on 4/12/2017. When the customer failed to make good on the returned check, the service was subsequently turned off on 4/19/2017. Customer did speak with collection supervision and was advised that company would accept $as a courtesy and payment arrangements on the balance. Customer wanted to pay $to have the service restored; her request was denied. Company spoke with the customer today. An explanation was provided to the customer as well as an apology. Company also agreed to waive the $reconnection fee at the customer’s request. Customer is 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
Thank you for your help, I have asked for this several times and you finally made it happen!
Regards,
*** ***
The investigation confirmed that there was a shut off order on this account due to its delinquency. On the date that the service was shut off for non-payment, the account balance was $1,with $being past due. Customer’s October invoice/bill stated that “$must be
paid by October 24, or service may be shut off.” When payment was not received by October 24th, a shut off order was generated. Account records confirm the gas service was shut off on October 29th at approximately 11:a.m. It appears that the customer made her payment online on October 28th but there was a delay in it actually posting to the account. Additionally, due to a system error the account information did not update accordingly and did not show that the gas service had in fact been interrupted. This is why company reps reviewing the account after the shut off did not know the gas was shut off. CS Reps are not required to provide their work location to the customer. A PSE&G technician responded to the customer’s no gas call and confirmed that the gas service was shut off; this was on October 29th at 11:p.m. Because of the hour, the customer was advised that it would the next morning before the service would be restored. The reconnect order was completed on October 30, at 11:a.m.We left a voicemail message for this customer to return our call (directly) to discuss this matter further. Company will extend a $credit to this customer’s account in the interest of good customer’s relations, once we have spoken with the customer.
Customer Relations spoke to customer on 10/1./15 He indicated he wanted to speak to the appropriate supervisor regarding the technicians actions. I advised I would have the supervisor contact him to further discuss his concerns and we would also investigate what transpired. Our
records do confirm that a technician was out on 9/30, the order notes indicate it was due to a gas smell. However, our investigation will confirm all. *** *** has my contact information. I also have confirmation that the Appliance Repair supervisor has also contacted the customer and reassured we would investigate and the customer also has the supervisor's phone number as well
PSE&G Customer Relations attempted to reach *** *** on 1/12/at 2:50pm and left a message on her voicemail. Review of the account finds that the customer's gas meter had been estimated since the account was opened in March 2013. When we installed a remote device (to ensure actual
readings going forward) in October 2015, we were able to obtain an actual reading and billed for the additional usage. We can offer the customer a long term payment arrangement to pay down the balance over time. In addition, the account has been referred to our Billing Dept supervisors for review to determine if any adjustments may be needed on the account, because the account was started on an estimated started index. Will discuss all with the customer when the call is returned. The account has a hold from any collections through 1/31/while the matter is reviewed/resolved