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 $159.14.? ?
Spoke with customer on 10/31/and advised customer that this balance was written off with PSE&G and sent to a collection agency in and at this time we cannot make arrangements on it.? Customer was advised that she was sent multiple written correspondence regarding no access to read
the meters.? Customer was also advised and confirmed that the only time access was allowed is when we advised her that we would shut the services off if we were not given access to read the metersCustomer was advised that she can set up a payment with the collection agency who now has the debt.?
I reviewed the call where Mr***? called for a new accountAt the end of the call the Customer Service Representative stated she would now transfer him to Connections from PSE&G who will verify the order and help him transfer any additional home servicesShe asked him "would this be
OK?"? Mr***? stated "yes please"
Complaint: ***
I am rejecting this response because:
Left message for an email or fax to provide invoice, have not received responseI have attached invoice to this message where it shows wires were corrects to control board the same day PSEG came out to my house and left.?
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 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 find that this resolution is satisfactory to me
Regards,
*** ***
I reviewed account and contacted ? Mr ***, explained The high bill from 12/was due to very low estimated billsElectric meter is? basement with no access, an investigation took place following the high bill complaint actual reading of December and it was determined the bill was
correctI contacted Mr*** and explained, he was aware of the low estimated bills and the fact that an investigation took placePS will try to install a meter reading device (ERT), I contacted the landlord and he gave me the OK to install the ERT device stating the tenant Mr*** has the basement key and can provide us with accessMr *** will be contacted for ERT installation to avoid estimated bills in the future.?
Our company records indicate that the order was canceled via our website.? The service appointment was on the tenants account.? Only the designated user/account holder? on that account (tenant)? can make changes to orders on the account via the PSEG website account.? As? previously advised, there will be no reimbursement for prior Worryfree contract charges from - current.? ?
Complaint: ***
I am rejecting this response because:The information provided by PSEG regarding the outages is incorrectThere have been extensive outages, many lasting more than hoursPSEG has provided no information on why an inspection of the circuit has not been conducted in years and they have offered no solution or resolution to the problemThe last power outage caused a fire to my neighbor's garage that resulted in significant damagePSEG has not done anything to ensure that such damage will not occur in the future.?
Regards,
*** ***?
? Company confirmed a crossed meter situation at this location; this customer was being billed on Electric Meter# *** and should have been billed on Meter #***.? This was corrected as of 6/9/2016.? ? From the account’s active date of 10/3/through 6.9.2016, the
customer was billed $530.51.? He should have been billed $823.96.? The difference of $was waived and not applied to the customer’s account.? ? Company will have a billing summary prepared for this customer.? We left a voicemail message for the customer today, acknowledging his inquiry and advising that he should allow up to a billing cycle for the billing summary to be completed.? Once it is completed we will follow up with the customer and provide him with a copy.?
The appliance service supervisor contacted the customer and explained that the problem existed before the contract? was? purchasedTechnician stated that the husband advised him their prior home insurance would not cover the AC repair so he cancelled that coverage and opened a PSE&G
worry free contract.? The cost was explained
Company has reviewed the consumption and billing on this account.? We will have all? gas billing, including the monthly service fees reversed.? A voicemail message was left for this customer this morning providing this information and advising that it will take about a week to
complete.? Additionally, electric bill has been sent
The Consultant from our Claims Dept (Business Assurance and Resilience has attempted several times to contact the customer and there was no return phone call from the claimantCustomer Relations spoke with Mr*** on 3/29/He said the messages were receivedPer Claims Consultant, the
customer will be contacted 3/29/18, before noonThe customer was informed and agreed - will be available to accept the call
The? customer had spoken to a Supervisor in our call center prior to us receiving this complaint from the Revdex.com.? The Supervisor already waived the deposit.? Customer is satisfied
There were vendor and delivery issues with obtaining the part for the refrigerator causing delaysThe part needed for the repair was no longer available and the customer was previously informed.? The customer purchased a new refrigeratorThe customer was contacted and offered a credit for the
refrigerator contract for the delays to get the partCustomer accepted and the refrigerator contract was cancelled
Our records indicate customer was solicited by *** *** and *** *** on October 13th letters were sent that same day to Ms *** by PSEG to confirm this request was accurate and asking her to call us within days if it was notOn October were were notified that both of the contracts
had been rescinded and ms *** would stay with PSEGOn October PSEG received latters again from *** *** and *** *** stating Ms *** had entered into contracts with themAgain PSEG sent letters to Ms*** that day to confirm and , hearing no response the contracts went into effect on Dec PSEG is prevented by the NJAC from intervening when customers make agreements with 3rd parties for their supply but if the customer disputes agreeing to this contract with Spark she can contact them and ask for proof in the form of a signed document or recorded telephone conversationBoth switches are now pending cancellation.Since then PSEG has been notified by *** *** for Electric and Gas on Jan 23, that a new contract has been issued which will go into effect March In terms of the bills *** *** charged $for gas in Jan and PSEG price would have been $In Feb Major charges $and PSEG would have charged $*** ***r charged $for Electric in Jan and PSEG would have charged $211.77? In Feb *** charged $for Electric and PSEG would have charged $This will also have to be addressed with the Third Party suppliers involvedThe customers total balance is $1533.13? the difference between PSEG and Third Party Charges, which we will hold in dispute is $The remainder of the bill $must be addressed to protect serviceTell us why here
? ? Additional information is required to investigate and resolve this matter *** *** Revdex.com Inquiry does not include any information about the responsible? ? ? party/company PSE&G has attempted to reach *** *** via telephone (*** *** ***) but has not been
able to reach her We have however, left telephone voicemail messages for her, asking that she return our calls This matter will be addressed with her when she calls in.?
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
Complaint: ***
I am rejecting this response because: ? My household only two people live here, my son and I; the gas its coming too high, as well as the electric bill? I do not cook every day, ? if cooking I cook enough for days, sometimes ? Most of the time we're not at home, so I cannot understand why the gas bill comes to high? During night most of the lights are off, to prevent the electric goes up? ?
Regards,
*** ***
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 $159.14.? ?
Spoke with customer on 10/31/and advised customer that this balance was written off with PSE&G and sent to a collection agency in and at this time we cannot make arrangements on it.? Customer was advised that she was sent multiple written correspondence regarding no access to read
the meters.? Customer was also advised and confirmed that the only time access was allowed is when we advised her that we would shut the services off if we were not given access to read the metersCustomer was advised that she can set up a payment with the collection agency who now has the debt.?
I reviewed the call where Mr***? called for a new accountAt the end of the call the Customer Service Representative stated she would now transfer him to Connections from PSE&G who will verify the order and help him transfer any additional home servicesShe asked him "would this be
OK?"? Mr***? stated "yes please"
Complaint: ***
I am rejecting this response because:
Left message for an email or fax to provide invoice, have not received responseI have attached invoice to this message where it shows wires were corrects to control board the same day PSEG came out to my house and left.?
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 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 find that this resolution is satisfactory to me
Regards,
*** ***
I reviewed account and contacted ? Mr ***, explained The high bill from 12/was due to very low estimated billsElectric meter is? basement with no access, an investigation took place following the high bill complaint actual reading of December and it was determined the bill was
correctI contacted Mr*** and explained, he was aware of the low estimated bills and the fact that an investigation took placePS will try to install a meter reading device (ERT), I contacted the landlord and he gave me the OK to install the ERT device stating the tenant Mr*** has the basement key and can provide us with accessMr *** will be contacted for ERT installation to avoid estimated bills in the future.?
Our company records indicate that the order was canceled via our website.? The service appointment was on the tenants account.? Only the designated user/account holder? on that account (tenant)? can make changes to orders on the account via the PSEG website account.? As? previously advised, there will be no reimbursement for prior Worryfree contract charges from - current.? ?
Complaint: ***
I am rejecting this response because:The information provided by PSEG regarding the outages is incorrectThere have been extensive outages, many lasting more than hoursPSEG has provided no information on why an inspection of the circuit has not been conducted in years and they have offered no solution or resolution to the problemThe last power outage caused a fire to my neighbor's garage that resulted in significant damagePSEG has not done anything to ensure that such damage will not occur in the future.?
Regards,
*** ***?
Mr***? outages are being investigated and he? will be contacted regarding his concerns.? Thank you
? Company confirmed a crossed meter situation at this location; this customer was being billed on Electric Meter# *** and should have been billed on Meter #***.? This was corrected as of 6/9/2016.? ? From the account’s active date of 10/3/through 6.9.2016, the
customer was billed $530.51.? He should have been billed $823.96.? The difference of $was waived and not applied to the customer’s account.? ? Company will have a billing summary prepared for this customer.? We left a voicemail message for the customer today, acknowledging his inquiry and advising that he should allow up to a billing cycle for the billing summary to be completed.? Once it is completed we will follow up with the customer and provide him with a copy.?
The appliance service supervisor contacted the customer and explained that the problem existed before the contract? was? purchasedTechnician stated that the husband advised him their prior home insurance would not cover the AC repair so he cancelled that coverage and opened a PSE&G
worry free contract.? The cost was explained
Company has reviewed the consumption and billing on this account.? We will have all? gas billing, including the monthly service fees reversed.? A voicemail message was left for this customer this morning providing this information and advising that it will take about a week to
complete.? Additionally, electric bill has been sent
The Consultant from our Claims Dept (Business Assurance and Resilience has attempted several times to contact the customer and there was no return phone call from the claimantCustomer Relations spoke with Mr*** on 3/29/He said the messages were receivedPer Claims Consultant, the
customer will be contacted 3/29/18, before noonThe customer was informed and agreed - will be available to accept the call
The? customer had spoken to a Supervisor in our call center prior to us receiving this complaint from the Revdex.com.? The Supervisor already waived the deposit.? Customer is satisfied
There were vendor and delivery issues with obtaining the part for the refrigerator causing delaysThe part needed for the repair was no longer available and the customer was previously informed.? The customer purchased a new refrigeratorThe customer was contacted and offered a credit for the
refrigerator contract for the delays to get the partCustomer accepted and the refrigerator contract was cancelled
Our records indicate customer was solicited by *** *** and *** *** on October 13th letters were sent that same day to Ms *** by PSEG to confirm this request was accurate and asking her to call us within days if it was notOn October were were notified that both of the contracts
had been rescinded and ms *** would stay with PSEGOn October PSEG received latters again from *** *** and *** *** stating Ms *** had entered into contracts with themAgain PSEG sent letters to Ms*** that day to confirm and , hearing no response the contracts went into effect on Dec PSEG is prevented by the NJAC from intervening when customers make agreements with 3rd parties for their supply but if the customer disputes agreeing to this contract with Spark she can contact them and ask for proof in the form of a signed document or recorded telephone conversationBoth switches are now pending cancellation.Since then PSEG has been notified by *** *** for Electric and Gas on Jan 23, that a new contract has been issued which will go into effect March In terms of the bills *** *** charged $for gas in Jan and PSEG price would have been $In Feb Major charges $and PSEG would have charged $*** ***r charged $for Electric in Jan and PSEG would have charged $211.77? In Feb *** charged $for Electric and PSEG would have charged $This will also have to be addressed with the Third Party suppliers involvedThe customers total balance is $1533.13? the difference between PSEG and Third Party Charges, which we will hold in dispute is $The remainder of the bill $must be addressed to protect serviceTell us why here
? ? Additional information is required to investigate and resolve this matter *** *** Revdex.com Inquiry does not include any information about the responsible? ? ? party/company PSE&G has attempted to reach *** *** via telephone (*** *** ***) but has not been
able to reach her We have however, left telephone voicemail messages for her, asking that she return our calls This matter will be addressed with her when she calls in.?
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
Complaint: ***
I am rejecting this response because: ? My household only two people live here, my son and I; the gas its coming too high, as well as the electric bill? I do not cook every day, ? if cooking I cook enough for days, sometimes ? Most of the time we're not at home, so I cannot understand why the gas bill comes to high? During night most of the lights are off, to prevent the electric goes up? ?
Regards,
*** ***