Customer Relations spoke to Ms*** on 5/15/17. Review of the account indicates the billing dispute has been resolved. The customer confirmed same. She should be receiving a revised bill in the coming days. The billing dispute was due to a high bill received for electric
and gas usage.There may have been an issue with the meter reading recorded in April 2017, even though both are listed as actual readings. The index was adjusted for both meters and the customer will received a revised bill for $723,91,m which includes a $deposit. The $usage represents re-billing from the start of the account in February, so its a multi month bill. The customer's gas and electric meters were also changed to further address her high bill inquiry. I provided the customer with my direct contact information and instructed her to call me if she had any further questions or concerns. The customer was satisfied. Her account is noted
Complaint: ***
I am rejecting this response because: we have always had problems with psegthey wont accept any deposit...I offered for a deposit to set up a payment plan as good faith and they couldnt This amout is too high for usWe are never hime all day we both for to 7pm...how is it that our bill is high?? We dont use the thermostats.....I want a better customer care
Regards,
*** ***
Balance $Last payment was $on 7/5/2016. Customer receives in USF monthly benefits. The account is not current, but rather is delinquent in the amount of $186.98. Company spoke with the customer today and extended a Deferred Payment
Agreement. Customer was advised to pay 25% which is $in August and then beginning September, to pay the current bill plus an additional $each month. Customer declined saying she cannot make any payment in August and she cannot afford the six month DPA amount. This account remains in collection.
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
Complaint: ***
I am rejecting this response because:
I never received a final billWhen I called PSEG last week they said it was mailed to ** *** *** *** *** **
Regards,
*** ***
Complaint: ***
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,
*** ***
When an energy rebilling is done on a customer’s account that has an appliance service order installment plan, it not only resets the payments but it will also bill the customer two installments at once and reapply the payments and/or credit to the open items. In this customer's case, the
customer is billed for both May and June installments on the rebilling. The customer will not be billed again in June - this charge will not be on his June inovice. The billing will start up again in July.Company attempted to reach this customer today. He was not available. A voicemail message was left for the customer to return the call. Once he calls in the above will be explained to him in detail
[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: Thank you so much !! Im praying this does not happen again
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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
This customer receives gas and electric services at her current apartment. In alone, the account was delinquent February, March, June, July, September, October and November. Each of these monthly invoices contained a past due notice advising the customer of the delinquency.
The deposit request is based on the customer’s payment/credit history with PSE&G. Based on this PSE&G is requesting a deposit on the customer’ new account. A deposit request is two times the average monthly bill for the premise; in this case it is determined that this customer’s average monthly bill is $230.00. Customer Relations spoke with the customer and explained the request for the deposit. Customer was advised that the deposit could in fact be waived if she signed up for direct debit; customer is undecided as to whether she wants to sign up at this time. Customer understands that if she chooses to sign up she will contact the company for assistance and to have the deposit waived.
Tech diagnosed problem and ordered parts on 5/19/Tech arrived on 5/27/to install partsBilling dispute regarding contracts and tech did not install partsContract billing dispute was addressed and tech arrived on 6/2/and installed parts under contract
A Customer Relations Consultant spoke with *** *** (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*** mentioned an outage on a Saturday evening in August which was not initially identified. A Senior Engineering Plant Supervisor will follwith Ms*** 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*** 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*** agreed to sifor MyAlerts so she and Mr*** will receive outage and payment notifications via their smart devices in the future
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
Customer admits she signed the paperwork for *** however their charges were a lot higher than PSEG would have chargedCustomer could argue with *** that she was mislead but that would be an issue between *** and the customerBalance is now $874.46. *** is pending cancel and
the Customer can have a month payment plan at $+ current pending the outcome of *** disputeI called to discuss 2/5/2018 but her voice mail states she is not accepting phone calls
PSE&G’s Revenue Integrity Department’s investigation confirmed that the outside electric meter of record was found wi3th no seals securing the meter and no rotation of the meter disc. When the enclosure cover was removed, the meter glass cover seal had also been removed. The voltage
and connections were checked and were all fine. A new electric meter was installed and secured with a barrel lock. Forward cursor movement was confirmed. The test shop confirmed the meter had been tampered with internally - the lower bearing screw was burred and lowered. Based on the inconsistent erratic meterreadings, it appears the meter bearing screw was tampered with periodically. The customer now disputes consumption since the meter was changed. This is because the current meter is recording consistent consumption whereas the prior meter, which had been tampered with, was not. Company spoke with this customer again today. The customer was advised that the gas meter has been estimated and company needs access to change the gas meter and obtain an actual read. The customer refuses to provide access because according to her, she has provided multiple keys to the company so that the meter can be read on the scheduled monthly meter reading date. Customer was advised we will have the District Meter Reading Supervisor follow up with her regarding the issue of the keys.
PSE&G received an inquiry from this customer via the NJ BPU on 9/28/16. In response to that inquiry, company reached out to this individual to obtain additional information so that this matter can be investigated. The company left a voicemail message for the customer providing
direct contact information for him to return our call. Once we obtain the additional information we will investigate it this customer’s claims
This customer is supplied gas and electric services by PSE&G. Due to no access to the meters, customer’s account was estimated from 11/16/through 7/8/2015. Actual reads were obtained 8/6/and customer was billed $for gas and $for electric services not billed
for during the estimated time period. As a regulated utility, PSE&G is required to provide specific information to its customers so that they can make informed decisions about their usage on a monthly basis. Each monthly invoice advises the customer if the meters were read or estimated for the current month and it also provides that information for the prior month. Company spoke with the customer today and reviewed the above information with *** *** *** ***. Customer will speak with their landlord to try to make arrangements for monthly access to the meters. Customer advised company that he will speak with the landlord first and then they will call company to make payment arrangements on the account balance. No adjustment needed on the balance.
Customer Relations contacted Mr*** on 10/and left a message at 11:25am. The customer is requesting an ERT meter at the location he will be moving to next month, which will ensure actual reads the meter. In addition, the customer is asking for a final reading on his current
address when he closes that account and an actual reading at his new residence when he moves. Customer Relations will work to accommodate those requests. When he calls to close the account, he can request an actual reading be doneHe can also request an actual reading at the new location, but access must be available to the meters and he may want to call a few days prior to the actual closing of the account to schedule. Customer Relations will also coordinate the installation of the ERT meter once he has moved into his new address. Will discuss all with the customer when the call is returned
[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, *** ***
Customer Relations spoke to Ms*** on 5/15/17. Review of the account indicates the billing dispute has been resolved. The customer confirmed same. She should be receiving a revised bill in the coming days. The billing dispute was due to a high bill received for electric
and gas usage.There may have been an issue with the meter reading recorded in April 2017, even though both are listed as actual readings. The index was adjusted for both meters and the customer will received a revised bill for $723,91,m which includes a $deposit. The $usage represents re-billing from the start of the account in February, so its a multi month bill. The customer's gas and electric meters were also changed to further address her high bill inquiry. I provided the customer with my direct contact information and instructed her to call me if she had any further questions or concerns. The customer was satisfied. Her account is noted
Complaint: ***
I am rejecting this response because: we have always had problems with psegthey wont accept any deposit...I offered for a deposit to set up a payment plan as good faith and they couldnt This amout is too high for usWe are never hime all day we both for to 7pm...how is it that our bill is high?? We dont use the thermostats.....I want a better customer care
Regards,
*** ***
Balance $Last payment was $on 7/5/2016. Customer receives in USF monthly benefits. The account is not current, but rather is delinquent in the amount of $186.98. Company spoke with the customer today and extended a Deferred Payment
Agreement. Customer was advised to pay 25% which is $in August and then beginning September, to pay the current bill plus an additional $each month. Customer declined saying she cannot make any payment in August and she cannot afford the six month DPA amount. This account remains in collection.
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
Complaint: ***
I am rejecting this response because:
I never received a final billWhen I called PSEG last week they said it was mailed to ** *** *** *** *** **
Regards,
*** ***
Complaint: ***
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,
*** ***
When an energy rebilling is done on a customer’s account that has an appliance service order installment plan, it not only resets the payments but it will also bill the customer two installments at once and reapply the payments and/or credit to the open items. In this customer's case, the
customer is billed for both May and June installments on the rebilling. The customer will not be billed again in June - this charge will not be on his June inovice. The billing will start up again in July.Company attempted to reach this customer today. He was not available. A voicemail message was left for the customer to return the call. Once he calls in the above will be explained to him in detail
[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: Thank you so much !! Im praying this does not happen again
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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
This customer receives gas and electric services at her current apartment. In alone, the account was delinquent February, March, June, July, September, October and November. Each of these monthly invoices contained a past due notice advising the customer of the delinquency.
The deposit request is based on the customer’s payment/credit history with PSE&G. Based on this PSE&G is requesting a deposit on the customer’ new account. A deposit request is two times the average monthly bill for the premise; in this case it is determined that this customer’s average monthly bill is $230.00. Customer Relations spoke with the customer and explained the request for the deposit. Customer was advised that the deposit could in fact be waived if she signed up for direct debit; customer is undecided as to whether she wants to sign up at this time. Customer understands that if she chooses to sign up she will contact the company for assistance and to have the deposit waived.
Tech diagnosed problem and ordered parts on 5/19/Tech arrived on 5/27/to install partsBilling dispute regarding contracts and tech did not install partsContract billing dispute was addressed and tech arrived on 6/2/and installed parts under contract
A Customer Relations Consultant spoke with *** *** (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*** mentioned an outage on a Saturday evening in August which was not initially identified. A Senior Engineering Plant Supervisor will follwith Ms*** 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*** 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*** agreed to sifor MyAlerts so she and Mr*** will receive outage and payment notifications via their smart devices in the future
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
Customer admits she signed the paperwork for *** however their charges were a lot higher than PSEG would have chargedCustomer could argue with *** that she was mislead but that would be an issue between *** and the customerBalance is now $874.46. *** is pending cancel and
the Customer can have a month payment plan at $+ current pending the outcome of *** disputeI called to discuss 2/5/2018 but her voice mail states she is not accepting phone calls
PSE&G’s Revenue Integrity Department’s investigation confirmed that the outside electric meter of record was found wi3th no seals securing the meter and no rotation of the meter disc. When the enclosure cover was removed, the meter glass cover seal had also been removed. The voltage
and connections were checked and were all fine. A new electric meter was installed and secured with a barrel lock. Forward cursor movement was confirmed. The test shop confirmed the meter had been tampered with internally - the lower bearing screw was burred and lowered. Based on the inconsistent erratic meterreadings, it appears the meter bearing screw was tampered with periodically. The customer now disputes consumption since the meter was changed. This is because the current meter is recording consistent consumption whereas the prior meter, which had been tampered with, was not. Company spoke with this customer again today. The customer was advised that the gas meter has been estimated and company needs access to change the gas meter and obtain an actual read. The customer refuses to provide access because according to her, she has provided multiple keys to the company so that the meter can be read on the scheduled monthly meter reading date. Customer was advised we will have the District Meter Reading Supervisor follow up with her regarding the issue of the keys.
PSE&G received an inquiry from this customer via the NJ BPU on 9/28/16. In response to that inquiry, company reached out to this individual to obtain additional information so that this matter can be investigated. The company left a voicemail message for the customer providing
direct contact information for him to return our call. Once we obtain the additional information we will investigate it this customer’s claims
This customer is supplied gas and electric services by PSE&G. Due to no access to the meters, customer’s account was estimated from 11/16/through 7/8/2015. Actual reads were obtained 8/6/and customer was billed $for gas and $for electric services not billed
for during the estimated time period. As a regulated utility, PSE&G is required to provide specific information to its customers so that they can make informed decisions about their usage on a monthly basis. Each monthly invoice advises the customer if the meters were read or estimated for the current month and it also provides that information for the prior month. Company spoke with the customer today and reviewed the above information with *** *** *** ***. Customer will speak with their landlord to try to make arrangements for monthly access to the meters. Customer advised company that he will speak with the landlord first and then they will call company to make payment arrangements on the account balance. No adjustment needed on the balance.
Customer Relations contacted Mr*** on 10/and left a message at 11:25am. The customer is requesting an ERT meter at the location he will be moving to next month, which will ensure actual reads the meter. In addition, the customer is asking for a final reading on his current
address when he closes that account and an actual reading at his new residence when he moves. Customer Relations will work to accommodate those requests. When he calls to close the account, he can request an actual reading be doneHe can also request an actual reading at the new location, but access must be available to the meters and he may want to call a few days prior to the actual closing of the account to schedule. Customer Relations will also coordinate the installation of the ERT meter once he has moved into his new address. Will discuss all with the customer when the call is returned
Complaint: ***
I am rejecting this response because:I am still awaiting very important information from the company
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, *** ***