The account at this property, prior to this customer, was an Unknown account There was a pending shut off order on the Unknown account and it was completed on 5/5/16. The customer applied for service on Thursday, 5/5/at 4:p.m., after the electric had been turned
off. Per his lease, he was responsible for service from 5/1/2016. The turn on order was processed and the electric was turned on as of Monday, 5/9/at 2:p.m This order was completed within the allotted time period. PSE&G has a seventy-two hour window (Monday through Friday) within which to turn on service(s) to new accounts.
PSE&G investigated this customer’s claim. The customer initiated a payment via Western Union/Speed Pay. It has been confirmed that PSE&G received one payment in the amount of $on October 13, from this customer. Customer did speak with company
representatives regarding this issue. It was explained to her that she would have to speak directly with Speedpay concerning the double withdrawal and refund because PSE&G only received one payment from her account from Speedpay. Supervisor, MrsF*, was in fact in communication with this customer and assisted in having the funds returned to her bank account. Additionally PSE&G is also working with the customer in her attempts to be reimbursed for any overdraft fees she incurred. This double withdrawal was the result of a Speedpay transaction/error and not PSE&G.
PSE&G is in compliance with the NJ Administrative Code and our Tariff as it relates to assessing deposits. Customer had previously filed bankruptcy and assessing deposit post-bankruptcy is also part of our process. Customer's deposits are returned to them with interest after the customer has paid their account in full each month for consecutive months. The company's position remains the same.
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage. The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date
Complaint: ***
I am rejecting this response because:
Complaint: *** I am rejecting this response because: Customer was very happy to have his power turned back on, as dealing with the insane incompetence and complete and total lack of support from PSEG for over a month tends to be a bit of a drain.The entire process was terrible and I have still not received any apology for a complete and total lack of ability on the entire PSEG team.Question here, to quote you directly"PSEG received the cut in card from the town. It was given to the Inspections Dept on 1/26/17. The inspection was performed by PSE&G on 2/6/(company has 5-business days to inspect)."If you got the card on the 26th, that would mean you let business days pass by before doing the inspection
Absolutely No Regards,
*** ***
Complaint: ***
I am rejecting this response because: a "public service" isn't spraying a 50k car with gravel, resulting in $1k worth of damageWill be proceeding with other options
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 find that this resolution is satisfactory to meRegards, *** ***
spoke with customer on 5/and advised customer that the transferred balance of $was from her previous address ** *** *** *** *** Customer was advised that her bill accumulated due to lack of payments. Customer was advised that she must pay $by 5/and the balance
will be placed on a payment arrangement. Customer was also advised that I will review her calls at that time she set up service and contact her with my findings.
Customer established this commercial account on 11/20/2015. A $deposit was requested initially. It is company policy to assess business accounts a deposit. The deposit request is based on the consumption history for the premise. It is calculated to be two times
the average monthly bill at the location. Business accounts that are delinquent are also assessed late payment charges. This customer made his first payment on 3/21/2016. He paid $against an accumulated balance of $908.74. When a deposit request has been assessed, payments made on the account are applied to the deposit first. Once that is satisfied, payments are then applied toward the energy charges. The deposit request was paid in full as of 4/15/2016. Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services. There is a $field collection fee for each field visit. It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off. The collector extended the customer a courtesy by waiting for him to go to the ATM. Collectors are not required to wait for payments or return at a later time if the customer does not have it available. PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit. PSE&G spoke with this customer and reviewed the above with him Although he does not agree with it, he understands what I shared with him. The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector. Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current
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
[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 ***, PSE&G has contacted me and made an adjustment to my bill for the difference of $I am satisfied with the outcomeThank you Revdex.com for your help.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
To date, nothing has been resolvedI got one phone call from PSE&G, and I was unable to get throughI do not have time to spend hours on the phone playing around with themTo date, no adjustment/credit was made to my accountI did not get the free furnace inspection to which I am entitledFinally, there still is no streetlight in the middle of the block on my street, between Mercer and Morris StreetsIt is dark and dangerous for females, and I was bothered by someone panhandling there after darkThere is a utility pole there, and there is no reason why PSE&G cannot install a light thereNOTHING WAS RESOLVED
Regards,
*** ***
Customer has three utility accounts with PSE&G. All three accounts have returned checks on them. Customer confirmed that one of the bank account numbers was no longer an active/open bank account. He went on to explain that he removed the account information from his
recordsCustomer was advised that PSE&G still had that bank account information on the customer’s accounts and that is the account that was being debited each month for payments. After speaking with the customer, PSE&G deleted the specific bank account information from the customer’s account. The returned check fees have been credited back to the customer’s account and the “Cash Indicator” has been removed from each of the accounts so that customer can make payments using a checking account. All of this was confirmed with this customer. Customer is satisfied
Customer Relations called the customer and left message on 3/28/16. Review of the account finds that on 12/28/15, the customer contacted the company regarding a no-heat issue with his tenant. He requested an appointment. The representative advised that his WorryFree contract had
been canceled for non-payment. The customer advised there must be some mistake because he had automatic withdrawal. Rep again advised it was canceled and if he wanted an appointment, there may be a repair charge. The customer requested to speak to a supervisor, who advised the same thing. Customer still set up an appointment for 12/between 4-8pm. The customer called the next morning 12/and spoke to another representative, who correctly advised that due to a system issue, not customer error, the worryfree had been canceled. But the representative reinstated the contract and gave him a new account#. He confirmed there would not be a charge for the visit. The customer also confirmed that he wanted to go back on direct debit for the Worryfree payments and provided his banking information to the representative. The representative also confirmed the pending appointment for later in the day. Our records indicate that we did not miss the appointment, but that the appointment was actually canceled via the website (not by PSEG). Our records now indicate that the customer's Worryfree coverage has been canceled (as he indicated in his complaint) as of 3/10/16. Customer Relations will be happy to speak to the customer regarding his concerns and apologize for the initial incorrect information he was given as to his Worryfree coverage being canceled due to non-payment. However, we will not be reimbursing him payments made since
It is not clear what the customer means by "they are lying" I have not been able to speak with her because she is not accepting phone calls (tried again 2/20, still not accepting calls) As previously stated, the customer admits to having signed with the third party supplier (TPS) she cannot say she was enrolled without her permissionPSEG has already paid the TPS for the commodity and at this time can only offer a month payment arrangementIf customer chooses to dispute TPS charges because they were supposed to be lower, that is a separate issue and must be directed to the TPS
Customer established this commercial account on 11/20/2015. A $deposit was requested initially. It is company policy to assess business accounts a deposit. The deposit request is based on the consumption history for the premise. It is calculated to be two times
the average monthly bill at the location. Business accounts that are delinquent are also assessed late payment charges. This customer made his first payment on 3/21/2016. He paid $against an accumulated balance of $908.74. When a deposit request has been assessed, payments made on the account are applied to the deposit first. Once that is satisfied, payments are then applied toward the energy charges. The deposit request was paid in full as of 4/15/2016. Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services. There is a $field collection fee for each field visit. It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off. The collector extended the customer a courtesy by waiting for him to go to the ATM. Collectors are not required to wait for payments or return at a later time if the customer does not have it available. PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit. PSE&G spoke with this customer and reviewed the above with him Although he does not agree with it, he understands what I shared with him. The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector. Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current.
Customer Relations contacted Mr*** on 12/and left a message. Our records indicate that customer contacted the company on 12/for an appointment for a dryer. There was nothing available until 1/3/17. The customer was dissatisfied with thisPer notes on the account, the
customer expressed his dissatisfaction on social media and it was ultimately escalated and an appointment was scheduled for 12/22. The company kept the appointment and it was determined that a part was needed. The part was ordered and our records show the part is in. Will discuss all with the customer when the call is returned and will work to resolve any additional issues. Please be advised that having a Worryfree contract does not guarantee priority service, as indicated on page of the terms and conditions of the contract, our response times vary by seasonal demands and by the nature of the problem
This PSE&G customer has Worryfree coverage for their dishwasher. Customer contacted PSE&G because the door to dishwasher was not functioning properly (the release springs not operational causing the door to slam down when opened). PSE&G technicians responded to service visit
and determined we could not repair the dishwasher to full functionality and advised the customer they would need to buy a new one for the following reasons:1. Due to broken cables & springs on the dishwasher door, it was slamming down and had caused the frame to become bent. Even if the cables and springs were replaced, they would not last because of the bent frame (the springs/cables would rub against the frame and they would break again)2. Due to calcium build up inside the dishwasher the sensors in the dishwasher will not function properly3. An inner door piece would need to be ordered (and is NOT covered under the Worryfree), so there would be charges for labor and parts for the piece. And even with the piece in place, the otherissues listed would already cause the dishwasher to be inoperable.An Appliance Service supervisor contacted the customer on 8/12/and explained everything again to the customer.Based on these reasons, PSE&G will not repair the dishwasher. The customer’s wife was explained this in detail when the technicians were there It also states clearly in the terms and conditions for the contract that if PSE&G determines the repair is not reasonably practical based on age/condition of the appliance, we reserve the right not to repair the equipment. In this case, since we will not repair the appliance, the customer’s contract (for dishwasher coverage) will be canceled and we will refund Worryfree payments made for up to months. This amount comes to $An Appliance Service Supervisor contacted the customer on 8/and explained all again
Customer Relations spoke to Mr*** on 7/24/Our investigation finds that there was a check generated for the customer in early July, however, due to a system issue, the check was canceled in error. I apologized to Mr*** for his experience and the delay in his receiving his
payment. I confirmed that a new check was issued and is set to be sent out to him on 8/10/(process requires a day wait before check goes out)I confirmed the mailing address for Mr*** and also provided my contact information as well. The customer remained unsatisfied with the delay and the way in which the situation was handled and has requested additional compensation in the amount of $205. I advised the customer I would notify management of his request and would contact him to confirm if we would grant the request
[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,
*** *** I am currently looking for assistance from Salvation Army for my bill, but there is no guarantee. I make $14,a year. With my expenses it is very difficult to pay the amount of $333.32, and furthermore, I have made numerous calls to different charity organizations for assistance with the bill. I have been told that there are no funds in Union county to assist me with the bill.I know that the bill must be paid, and I am not looking for a free roll from PSE&G. As I stated before, there is virtually zero funds in my bank account.
The account at this property, prior to this customer, was an Unknown account There was a pending shut off order on the Unknown account and it was completed on 5/5/16. The customer applied for service on Thursday, 5/5/at 4:p.m., after the electric had been turned
off. Per his lease, he was responsible for service from 5/1/2016. The turn on order was processed and the electric was turned on as of Monday, 5/9/at 2:p.m This order was completed within the allotted time period. PSE&G has a seventy-two hour window (Monday through Friday) within which to turn on service(s) to new accounts.
PSE&G investigated this customer’s claim. The customer initiated a payment via Western Union/Speed Pay. It has been confirmed that PSE&G received one payment in the amount of $on October 13, from this customer. Customer did speak with company
*, was in fact in communication with this customer and assisted in having the funds returned to her bank account. Additionally PSE&G is also working with the customer in her attempts to be reimbursed for any overdraft fees she incurred. This double withdrawal was the result of a Speedpay transaction/error and not PSE&G.
representatives regarding this issue. It was explained to her that she would have to speak directly with Speedpay concerning the double withdrawal and refund because PSE&G only received one payment from her account from Speedpay. Supervisor, MrsF
PSE&G is in compliance with the NJ Administrative Code and our Tariff as it relates to assessing deposits. Customer had previously filed bankruptcy and assessing deposit post-bankruptcy is also part of our process. Customer's deposits are returned to them with interest after the customer has paid their account in full each month for consecutive months. The company's position remains the same.
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage. The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date
Complaint: ***
I am rejecting this response because:
Complaint: *** I am rejecting this response because: Customer was very happy to have his power turned back on, as dealing with the insane incompetence and complete and total lack of support from PSEG for over a month tends to be a bit of a drain.The entire process was terrible and I have still not received any apology for a complete and total lack of ability on the entire PSEG team.Question here, to quote you directly"PSEG received the cut in card from the town. It was given to the Inspections Dept on 1/26/17. The inspection was performed by PSE&G on 2/6/(company has 5-business days to inspect)."If you got the card on the 26th, that would mean you let business days pass by before doing the inspection
Absolutely No Regards,
*** ***
Complaint: ***
I am rejecting this response because: a "public service" isn't spraying a 50k car with gravel, resulting in $1k worth of damageWill be proceeding with other options
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 find that this resolution is satisfactory to meRegards, *** ***
spoke with customer on 5/and advised customer that the transferred balance of $was from her previous address ** *** *** *** *** Customer was advised that her bill accumulated due to lack of payments. Customer was advised that she must pay $by 5/and the balance
will be placed on a payment arrangement. Customer was also advised that I will review her calls at that time she set up service and contact her with my findings.
Customer established this commercial account on 11/20/2015. A $deposit was requested initially. It is company policy to assess business accounts a deposit. The deposit request is based on the consumption history for the premise. It is calculated to be two times
the average monthly bill at the location. Business accounts that are delinquent are also assessed late payment charges. This customer made his first payment on 3/21/2016. He paid $against an accumulated balance of $908.74. When a deposit request has been assessed, payments made on the account are applied to the deposit first. Once that is satisfied, payments are then applied toward the energy charges. The deposit request was paid in full as of 4/15/2016. Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services. There is a $field collection fee for each field visit. It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off. The collector extended the customer a courtesy by waiting for him to go to the ATM. Collectors are not required to wait for payments or return at a later time if the customer does not have it available. PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit. PSE&G spoke with this customer and reviewed the above with him Although he does not agree with it, he understands what I shared with him. The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector. Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current
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
[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 ***, PSE&G has contacted me and made an adjustment to my bill for the difference of $I am satisfied with the outcomeThank you Revdex.com for your help.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
To date, nothing has been resolvedI got one phone call from PSE&G, and I was unable to get throughI do not have time to spend hours on the phone playing around with themTo date, no adjustment/credit was made to my accountI did not get the free furnace inspection to which I am entitledFinally, there still is no streetlight in the middle of the block on my street, between Mercer and Morris StreetsIt is dark and dangerous for females, and I was bothered by someone panhandling there after darkThere is a utility pole there, and there is no reason why PSE&G cannot install a light thereNOTHING WAS RESOLVED
Regards,
*** ***
Customer has three utility accounts with PSE&G. All three accounts have returned checks on them. Customer confirmed that one of the bank account numbers was no longer an active/open bank account. He went on to explain that he removed the account information from his
recordsCustomer was advised that PSE&G still had that bank account information on the customer’s accounts and that is the account that was being debited each month for payments. After speaking with the customer, PSE&G deleted the specific bank account information from the customer’s account. The returned check fees have been credited back to the customer’s account and the “Cash Indicator” has been removed from each of the accounts so that customer can make payments using a checking account. All of this was confirmed with this customer. Customer is satisfied
Customer Relations called the customer and left message on 3/28/16. Review of the account finds that on 12/28/15, the customer contacted the company regarding a no-heat issue with his tenant. He requested an appointment. The representative advised that his WorryFree contract had
been canceled for non-payment. The customer advised there must be some mistake because he had automatic withdrawal. Rep again advised it was canceled and if he wanted an appointment, there may be a repair charge. The customer requested to speak to a supervisor, who advised the same thing. Customer still set up an appointment for 12/between 4-8pm. The customer called the next morning 12/and spoke to another representative, who correctly advised that due to a system issue, not customer error, the worryfree had been canceled. But the representative reinstated the contract and gave him a new account#. He confirmed there would not be a charge for the visit. The customer also confirmed that he wanted to go back on direct debit for the Worryfree payments and provided his banking information to the representative. The representative also confirmed the pending appointment for later in the day. Our records indicate that we did not miss the appointment, but that the appointment was actually canceled via the website (not by PSEG). Our records now indicate that the customer's Worryfree coverage has been canceled (as he indicated in his complaint) as of 3/10/16. Customer Relations will be happy to speak to the customer regarding his concerns and apologize for the initial incorrect information he was given as to his Worryfree coverage being canceled due to non-payment. However, we will not be reimbursing him payments made since
It is not clear what the customer means by "they are lying" I have not been able to speak with her because she is not accepting phone calls (tried again 2/20, still not accepting calls) As previously stated, the customer admits to having signed with the third party supplier (TPS) she cannot say she was enrolled without her permissionPSEG has already paid the TPS for the commodity and at this time can only offer a month payment arrangementIf customer chooses to dispute TPS charges because they were supposed to be lower, that is a separate issue and must be directed to the TPS
Customer established this commercial account on 11/20/2015. A $deposit was requested initially. It is company policy to assess business accounts a deposit. The deposit request is based on the consumption history for the premise. It is calculated to be two times
the average monthly bill at the location. Business accounts that are delinquent are also assessed late payment charges. This customer made his first payment on 3/21/2016. He paid $against an accumulated balance of $908.74. When a deposit request has been assessed, payments made on the account are applied to the deposit first. Once that is satisfied, payments are then applied toward the energy charges. The deposit request was paid in full as of 4/15/2016. Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services. There is a $field collection fee for each field visit. It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off. The collector extended the customer a courtesy by waiting for him to go to the ATM. Collectors are not required to wait for payments or return at a later time if the customer does not have it available. PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit. PSE&G spoke with this customer and reviewed the above with him Although he does not agree with it, he understands what I shared with him. The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector. Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current.
Customer Relations contacted Mr*** on 12/and left a message. Our records indicate that customer contacted the company on 12/for an appointment for a dryer. There was nothing available until 1/3/17. The customer was dissatisfied with thisPer notes on the account, the
customer expressed his dissatisfaction on social media and it was ultimately escalated and an appointment was scheduled for 12/22. The company kept the appointment and it was determined that a part was needed. The part was ordered and our records show the part is in. Will discuss all with the customer when the call is returned and will work to resolve any additional issues. Please be advised that having a Worryfree contract does not guarantee priority service, as indicated on page of the terms and conditions of the contract, our response times vary by seasonal demands and by the nature of the problem
This PSE&G customer has Worryfree coverage for their dishwasher. Customer contacted PSE&G because the door to dishwasher was not functioning properly (the release springs not operational causing the door to slam down when opened). PSE&G technicians responded to service visit
and determined we could not repair the dishwasher to full functionality and advised the customer they would need to buy a new one for the following reasons:1. Due to broken cables & springs on the dishwasher door, it was slamming down and had caused the frame to become bent. Even if the cables and springs were replaced, they would not last because of the bent frame (the springs/cables would rub against the frame and they would break again)2. Due to calcium build up inside the dishwasher the sensors in the dishwasher will not function properly3. An inner door piece would need to be ordered (and is NOT covered under the Worryfree), so there would be charges for labor and parts for the piece. And even with the piece in place, the otherissues listed would already cause the dishwasher to be inoperable.An Appliance Service supervisor contacted the customer on 8/12/and explained everything again to the customer.Based on these reasons, PSE&G will not repair the dishwasher. The customer’s wife was explained this in detail when the technicians were there It also states clearly in the terms and conditions for the contract that if PSE&G determines the repair is not reasonably practical based on age/condition of the appliance, we reserve the right not to repair the equipment. In this case, since we will not repair the appliance, the customer’s contract (for dishwasher coverage) will be canceled and we will refund Worryfree payments made for up to months. This amount comes to $An Appliance Service Supervisor contacted the customer on 8/and explained all again
Customer Relations spoke to Mr*** on 7/24/Our investigation finds that there was a check generated for the customer in early July, however, due to a system issue, the check was canceled in error. I apologized to Mr*** for his experience and the delay in his receiving his
payment. I confirmed that a new check was issued and is set to be sent out to him on 8/10/(process requires a day wait before check goes out)I confirmed the mailing address for Mr*** and also provided my contact information as well. The customer remained unsatisfied with the delay and the way in which the situation was handled and has requested additional compensation in the amount of $205. I advised the customer I would notify management of his request and would contact him to confirm if we would grant the request
[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,
*** *** I am currently looking for assistance from Salvation Army for my bill, but there is no guarantee. I make $14,a year. With my expenses it is very difficult to pay the amount of $333.32, and furthermore, I have made numerous calls to different charity organizations for assistance with the bill. I have been told that there are no funds in Union county to assist me with the bill.I know that the bill must be paid, and I am not looking for a free roll from PSE&G. As I stated before, there is virtually zero funds in my bank account.