I thought the customer was given an apology for the negative experience he had when I spoke to him previously, however, if that is not the case, then I formally apologize on behalf of the company for the frustration and inconvenience Mr*** experienced while trying to get this matter resolved. In the interest of customer relations, I will also issue a $credit to his account
Meter reading met with the customer on site the week of March 20thThe meters are in the building basement which is accessible through the *** on the 1st floormeter reading reports the meters are completely blocked by outdoor dining equipment and not even visible to the meter readerThe
*** owner has been advised that he must keep the meters unblocked for access and safetyMeter readers have been instructed to call the supervisor if access is not available
[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 RECEIVES GAS AND ELECTRIC SERVICESTHE ELECTRIC IS READ REMOTELY EACH MONTH WHEREAS THE GAS HAS BEEN ESTIMATED FOR THE PAST SEVEN MONTHS, DUE TO NO ACCESS TO THE METER. COMPANY SPOKE WITH THE CUSTOMER. CUSTOMER EXPRESSED HIS FRUSTRATION AT RECEIVING THE ESTIMATED
BILLS. COMPANY AGREED TO HAVE A GAS METER INSTALLED WHICH CAN BE READ REMOTELY AS WELL. IT WILL BE INSTALLED 3/18/16. CUSTOMER IS SATISFIED
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.
[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,
*** ***
[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 will accept the current investigationAs of today, PSEG is currently investigating my complaint and there has not been a discussed resolutionOnce I receive an answer to my complaint and the results of the investigation, I will know how to proceedThank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I called on 6/once the bill arrived, no return call and I left a message, I can provide phone records7/was my second attemptThis response still isn't explaining how the bill jumps up and down, what is with this estimating? What are the causes of May being estimated so high? Once I'm off work I'll return the call
Regards,
*** ***
When the customer spoke with Customer Relations on 12/15/it was understood that the company would accept $and would extend a payment arrangement on the remaining balance. To date the payment has not been made. The last two checks issued by the customer have been returned unpaid by the bank. The last good payment on this account was a $payment on 6/21/2016, close to seven months ago. The company also confirmed with the customer that there is no medical equipment at the premises and therefore the account has not be assigned a medical designation, which is reserved for life sustaining medical equipment only. Additionally, customer was to fax medical information directly to this office for review and follow up; she has not provided any documentationOn 12/22/customer spoke with the Collections Department and stated she would pay $on 12/23/2016; she did not make that payment. We reached out to this customer again today. She was unable to talk at the time advised us that she will call us back in two minutes; she has not yet returned the call. When she calls back she will be advised to provide proof of her hardship. Once she does that the company will accept a good faith payment from her and will extend a twelve month payment arrangement on the account as part of the Winter Termination Program. Customer's payments are required to be cash and/or certified funds only.
Customer Relations contacted *** *** on 4/and left a message at 4:20pm. Our records indicate that the part was delivered on 4/and PSE&G went to the residence on 4/and successfully installed the part. Customer Relations will confirm all with the customer when the call is
returned. In addition, we will further investigate the time frame for the order and delivery of said part and address any gaps or delay in getting part to the customer
Thiscustomer did tell MsA*** that she provided a key to the company on three different occasions. MsA*** advised her that she would bring the District Meter Reading Supervisor in on the case since he/she is responsible for the meter readers and the keys. As previously stated, when company previously spoke with this customer she was advised that we needed access to the gas meter. There have been several attempts by company to schedule a meter reading appointment so that the gas meter can be read and so that we can install an electronic whereby the meter can be read from outside. As of this time there are twelve consecutive estimated reads. At no time was this customer threatened. When she refused to schedule an appointment with this office she was advised that 1) PSE&G has a right to access its equipment; 2) if access is denied, PSE&G has the right to turn the service(s) off from outside until access is given. Once this information was shared with the customer she did blurt out access can be given around p.mor p.mor on the weekends. PSE&G Meter Readers do notwork at night, nor are they regularly scheduled for weekends. The gas is being estimated and it is no known at this time if the estimates are too high or too low. This can potentially be another dispute if the estimates are too low and the customer ends up with a high bill when the actual read is obtained. Company needs access right away to obtain an actual read. Please note that company gave customer notice, via Miss A***, that access to the gas meter is requested. And it should also be noted that the customer refused saying she didn’t want to discuss the gas. At no time did MsA*** tell this customer that she “did not work with billing but the meter department” because that is not true. MsA*** does not work for either one of those departments and therefore the customer’s claim is inaccurate. What MsA*** did tell the customer was that she would have MrW*** from Revenue Integrity call her directly. This is in addition to the District Supervisor following up with her. This is a case of meter tampering/theft of service. The meter was tampered with and was not recording this customer’s consumption. This is being handled by Revenue Integrity Department. That representative will follow up with this customer again.
Customer Relations contacted the customer on 10/and left a message with our contact information requesting the customer call to discuss account. Balance is $276.42, with a due date of 10/26. The meter is scheduled to be read on 11/4, and Collections rep advised payment must be
received by that date, as per policy/process. However, since customer states will be paying the balance in full on 11/10, will grant the extension. However, if we are giving the extension, then the customer must pay the $PLUS the current charges from the 11/meter reading. Customer Relations will discuss all with the customer when the call is returned. 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 *** and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
The business has not solved my caseThey have said it is under review and indicated that they made a mistake yet againOnce they give me an answer I will be able to determine if this problem is solved
Regards,
*** ***
Customer established his account effective 12/29/2017. Prior to this customer there was an Unknown customer/account at this location. In cases such as this where there is consumption on the meter(s) and an outstanding balance, a new customer requesting an account is required to go into a
customer service center with lease, proof of prior address and ID to apply for service in their name. This is to ensure that the new customer has not been residing at the location and is not the party responsible for the outstanding balance. CS representatives are trained to request these documents in cases such as this. There are times when, due to extreme weather conditions, PSE&G experiences very high call volume and will make a business decision to accept emergency calls only for a limited time. These emergency calls include gas leaks and no heat calls. Company left a voicemail message for the customer to return our call so that we can discuss this matter with him. We will extend an apology to the customer and review our policies with him. The customer’s request to waive three months of billing is denied; he will be billed for his consumption.
Customer established her account as of 4/24/18. The tuorders for both meters were completed on 5/8/18. Prior to this customer, the gas was consecutively estimated. Even though actual reads were obtained, the gas read at turn on included usage from the prior
customer. Company spoke with the customer and advised her the account, specifically the gas portion, would be credited in the amount of $which means the customer is now billed $for the time period of 5/8/- 5/15/18. Customer is satisfied.
*** ***
I am rejecting this response because:I tried to call back the number the company left me, but that number does not take incoming callsTherefore I am unable to contact the person calling me from the electric company
Regards,
I thought the customer was given an apology for the negative experience he had when I spoke to him previously, however, if that is not the case, then I formally apologize on behalf of the company for the frustration and inconvenience Mr*** experienced while trying to get this matter resolved. In the interest of customer relations, I will also issue a $credit to his account
Meter reading met with the customer on site the week of March 20thThe meters are in the building basement which is accessible through the *** on the 1st floormeter reading reports the meters are completely blocked by outdoor dining equipment and not even visible to the meter readerThe
*** owner has been advised that he must keep the meters unblocked for access and safetyMeter readers have been instructed to call the supervisor if access is not available
[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 RECEIVES GAS AND ELECTRIC SERVICESTHE ELECTRIC IS READ REMOTELY EACH MONTH WHEREAS THE GAS HAS BEEN ESTIMATED FOR THE PAST SEVEN MONTHS, DUE TO NO ACCESS TO THE METER. COMPANY SPOKE WITH THE CUSTOMER. CUSTOMER EXPRESSED HIS FRUSTRATION AT RECEIVING THE ESTIMATED
BILLS. COMPANY AGREED TO HAVE A GAS METER INSTALLED WHICH CAN BE READ REMOTELY AS WELL. IT WILL BE INSTALLED 3/18/16. CUSTOMER IS SATISFIED
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.
Service visits to repair rangeCould not repairCancelled contract and credited account year of contract as per Terms and Conditions
[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,
*** ***
[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 will accept the current investigationAs of today, PSEG is currently investigating my complaint and there has not been a discussed resolutionOnce I receive an answer to my complaint and the results of the investigation, I will know how to proceedThank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I called on 6/once the bill arrived, no return call and I left a message, I can provide phone records7/was my second attemptThis response still isn't explaining how the bill jumps up and down, what is with this estimating? What are the causes of May being estimated so high? Once I'm off work I'll return the call
Regards,
*** ***
When the customer spoke with Customer Relations on 12/15/it was understood that the company would accept $and would extend a payment arrangement on the remaining balance. To date the payment has not been made. The last two checks issued by the customer have been returned unpaid by the bank. The last good payment on this account was a $payment on 6/21/2016, close to seven months ago. The company also confirmed with the customer that there is no medical equipment at the premises and therefore the account has not be assigned a medical designation, which is reserved for life sustaining medical equipment only. Additionally, customer was to fax medical information directly to this office for review and follow up; she has not provided any documentationOn 12/22/customer spoke with the Collections Department and stated she would pay $on 12/23/2016; she did not make that payment. We reached out to this customer again today. She was unable to talk at the time advised us that she will call us back in two minutes; she has not yet returned the call. When she calls back she will be advised to provide proof of her hardship. Once she does that the company will accept a good faith payment from her and will extend a twelve month payment arrangement on the account as part of the Winter Termination Program. Customer's payments are required to be cash and/or certified funds only.
Customer Relations contacted *** *** on 4/and left a message at 4:20pm. Our records indicate that the part was delivered on 4/and PSE&G went to the residence on 4/and successfully installed the part. Customer Relations will confirm all with the customer when the call is
returned. In addition, we will further investigate the time frame for the order and delivery of said part and address any gaps or delay in getting part to the customer
Thiscustomer did tell MsA*** that she provided a key to the company on three different occasions. MsA*** advised her that she would bring the District Meter Reading Supervisor in on the case since he/she is responsible for the meter readers and the keys. As previously stated, when company previously spoke with this customer she was advised that we needed access to the gas meter. There have been several attempts by company to schedule a meter reading appointment so that the gas meter can be read and so that we can install an electronic whereby the meter can be read from outside. As of this time there are twelve consecutive estimated reads. At no time was this customer threatened. When she refused to schedule an appointment with this office she was advised that 1) PSE&G has a right to access its equipment; 2) if access is denied, PSE&G has the right to turn the service(s) off from outside until access is given. Once this information was shared with the customer she did blurt out access can be given around p.mor p.mor on the weekends. PSE&G Meter Readers do notwork at night, nor are they regularly scheduled for weekends. The gas is being estimated and it is no known at this time if the estimates are too high or too low. This can potentially be another dispute if the estimates are too low and the customer ends up with a high bill when the actual read is obtained. Company needs access right away to obtain an actual read. Please note that company gave customer notice, via Miss A***, that access to the gas meter is requested. And it should also be noted that the customer refused saying she didn’t want to discuss the gas. At no time did MsA*** tell this customer that she “did not work with billing but the meter department” because that is not true. MsA*** does not work for either one of those departments and therefore the customer’s claim is inaccurate. What MsA*** did tell the customer was that she would have MrW*** from Revenue Integrity call her directly. This is in addition to the District Supervisor following up with her. This is a case of meter tampering/theft of service. The meter was tampered with and was not recording this customer’s consumption. This is being handled by Revenue Integrity Department. That representative will follow up with this customer again.
The customer was contacted by our Electric Division on March 9, for repairs
Customer Relations contacted the customer on 10/and left a message with our contact information requesting the customer call to discuss account. Balance is $276.42, with a due date of 10/26. The meter is scheduled to be read on 11/4, and Collections rep advised payment must be
received by that date, as per policy/process. However, since customer states will be paying the balance in full on 11/10, will grant the extension. However, if we are giving the extension, then the customer must pay the $PLUS the current charges from the 11/meter reading. Customer Relations will discuss all with the customer when the call is returned. The account is noted as well
The attached email was sent to the customer 12/2, additional supporting documents are required
[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,
*** ***
Complaint: ***
I am rejecting this response because:
The business has not solved my caseThey have said it is under review and indicated that they made a mistake yet againOnce they give me an answer I will be able to determine if this problem is solved
Regards,
*** ***
Customer established his account effective 12/29/2017. Prior to this customer there was an Unknown customer/account at this location. In cases such as this where there is consumption on the meter(s) and an outstanding balance, a new customer requesting an account is required to go into a
customer service center with lease, proof of prior address and ID to apply for service in their name. This is to ensure that the new customer has not been residing at the location and is not the party responsible for the outstanding balance. CS representatives are trained to request these documents in cases such as this. There are times when, due to extreme weather conditions, PSE&G experiences very high call volume and will make a business decision to accept emergency calls only for a limited time. These emergency calls include gas leaks and no heat calls. Company left a voicemail message for the customer to return our call so that we can discuss this matter with him. We will extend an apology to the customer and review our policies with him. The customer’s request to waive three months of billing is denied; he will be billed for his consumption.
Customer established her account as of 4/24/18. The tuorders for both meters were completed on 5/8/18. Prior to this customer, the gas was consecutively estimated. Even though actual reads were obtained, the gas read at turn on included usage from the prior
customer. Company spoke with the customer and advised her the account, specifically the gas portion, would be credited in the amount of $which means the customer is now billed $for the time period of 5/8/- 5/15/18. Customer is satisfied.
*** ***
I am rejecting this response because:I tried to call back the number the company left me, but that number does not take incoming callsTherefore I am unable to contact the person calling me from the electric company
Regards,