There was an underground conductor failure.? PSE&G promptly responded to the electric trouble order, properly jumpered out the service, and promptly installed a new service.? Unfortunately, there is no way PSE&G can anticipate an underground conductor failure.? Any action by PSE&G is reactionary when an issue such as this occurs? While the company understands Ms*** position, PSE&G Manager Operations ??" Claim spoke with her and explained why the claim was denied.? The claim remains denied.? Thanks
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements
clearly stated in the New Jersey Underground Facilities Protection Act? (NJUFPA).? ? The repair bill was in the amount of $2,523.41.? A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
? REVIEW OF THE CUSTOMER’S PRIOR ACCOUNT AND PAYMENT HISTORY CONFIRMS THAT THE ACCOUNT WAS DELINQUENT ON A REGULAR BASIS.? MANY TIMES, PAYMENTS WERE MADE ON A BI-MONTHLY BASIS WHICH CAUSED THE ACCOUNT TO BE DELINQUENT? PSE&G’S REQUEST FOR A DEPOSIT IS BASED ON THE CUSTOMER’S
PAYMENT HISTORY WITH PSE&G, OR THE OVERALL CREDIT HISTORY AND NOT ON HOW LONG SOMEONE HAS BEEN A CUSTOMER.? ADDITIONALLY, THE AMOUNT OF THE DEPOSIT REQUEST IS A STANDARD TWO TIMES THE AVERAGE MONTHLY BILL.? IN THIS CASE, THE COMPANY REQUESTED A $DEPOSIT WHICH MEANS THE AVERAGE MONTHLY BILL AT THIS PREMISE IS $200.00.? ? THE CUSTOMER DID SPEAK WITH A COLLECTION SUPERVISOR AND WAS ADVISED THAT THE COMPANY WILL WAIVE THE DEPOSIT IF SHE SIGNS UP FOR DIRECT DEBIT PAYMENT.? SHE REFUSED THE OFFER.? ? CUSTOMER SERVICE REPRESENTATIVES ARE TRAINED TO ADVISE THE CUSTOMER OF THE POTENTIAL FOR A DEPOSIT WHEN ESTABLISHING A NEW ACCOUNT.? WE WILL REVIEW THE CONVERSATION TO ENSURE THAT THIS IS BEING DONE.? COMPANY LEFT A VOICEMAIL MESSAGE FOR THE CUSTOMER TO RETURN OUR CALL.? WE WILL AGAIN OFFER TO WAIVE THE DEPOSIT IF SHE WOULD LIKE TO SIGN UP FOR DIRECT DEBIT.? IF CUSTOMER REFUSES, THE DEPOSIT WILL HAVE TO REMAIN.? ?
*** ***
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,
Complaint: ***
I am rejecting this response because:
Miss *** lied to PSE&GI was shocked when I learned this and called her and her response was that I was not living in the house so there was no need for me to be upset about the loss of the utilitiesHer rent was due on April 13th and she called me on the 10th to inform me she had moved outi have voice mail and text messages to support this because she had left her tenants in the houseOver the years I had accounts with PSE&G and all were in good standingI was not responsible for Miss ***'s bill, she did not state anyone else was, but because the residence is my primary address, the Company acted as if I was also responsible for the billIt is the only house I own the house but the utilities are in my name and I should not be made to feel I have to pay someone else's billI have since received service there but only after showing a utility bill from another addressBecause of not having electricity? I had lost vacation time which I took, and lost time which repairs would have been madeI do not appreciate being asked to pay someone else bill that I am not responsible for simply because of such a vital serviceAlso Miss *** has always worked and knowing all this made it more upsetting that I was put through all that stress and inconvenience.?
Regards,
*** ***
? THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES.? THE ELETRIC SERICE WAS INTERRUPED 10/14/
DUE TO NON-PAYMENT.? CUSTOMER’S SERVICE WAS ALSO SHUT OFF FOR NON-PAYMENT IN
7/2015.? AT THAT TIME THE SERVICE WAS CUT
AT THE POLE (OUTSIDE THE HOME).? ? IT WAS AGREED
THAT COMPANY WOULD ACCEPT $
AND WOULD EXTEND A SIX MONTH DEFERRED PAYMENT AGREEMENT (DPA) TO THE
CUSTOMER.? CUSTOMER MADE PAYMENT, THE DPA
WAS ESTABLISHED AND THE SERVICE RESTORED.? ? THE VERY NEXT PAYMENT THE CUSTOMER MADE AFTER THE SERVICE
WAS RESTORED WAS RETURNED BY THE BANK DUE TO INSUFFICIENT FUNDS.? THE CHECK IN THE AMOUNT OF $WAS
RETURNED UNPAID ON 8/20/15.? THIS BAD
CHECK NULLIFIED THE DPA THAT WAS ESTABLISHED AND WAS NOT MADE GOOD.? SUBSEQUENT TO THAT RETURNED CHECK, THE CUSTOMR NEXT PAID
$ON 9/21/FOLLOWED BY $ON 10/12/COMPANY SPOKE WITH THIS CUSTOMER TODAY.? CUSTOMER WAS ADVISED THAT ACCOUNT RECORDS DO
NOT SUPPORT HIS CLAIM THAT HE MAKES PAYMENTS EVERY TWO WEEKS.? CUSTOMER WILL OBTAIN BANK TRANSMISSION
RECORDS TO SUPPORT HIS CLAIM AND FAX THOSE RECORDS TO THIS OFFICE FOR FURTHER
INVESTIGATION.? THE ACCOUNT BALANCE IS $THERE IS ONE DPA WHICH WAS
NOT KEPT? COMPANY REQUESTS $
AND DPA ON THE REMAINING BALANCE
Customer Relations spoke to the customer on 6/12.? Customer provided the invoice and I contacted the customer same day to confirm receipt.? Advised that it would be forwarded to Appliance Repair management for further? review to determine if credit is warranted.? Customer was advised either our office or Appliance Repair would follow up with her directly once decision is made.?
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements clearly stated in the New Jersey Underground Facilities Protection Act? (NJUFPA).? ? The repair bill was in the amount of $2,523.41.? A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
[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 Relations contacted the customer on 10/and left a messageUnable to locate any account in the customer's name, using the information provided.? However, once the customer calls back and provides the account information, I will review the account and determine how we might be able
to assist with restoration of service.Tell us why here
Called customer on 2/and left a message on the answering machine.? Customer has electric only account and his meter is being read each month.? ? I will advise? customer that we can test his meter for accuracy when he returns my call.? Customer was left a detailed message
with my contact information for follow up
Customer of record is *** *** however company has been talking with “***” who always calls on behalf of the customer of record.? ? On 6/4/16, company spoke with *** and explained to her that this account signed up for paperless billing and therefore was not receiving a
paper bill in the mail.? Paperless billing was cancelled as of 6/4/per the customer’s request ? Customer’s electric was shut off for non-payment on 5/19/16.? Customer made the required payment and deferred payment arrangement on the balance and the service was restored.? ? The customer has been on the Equal Payment Plan (EPP) and her balancing month is June.? During most of her EPP was $per month.? In January based on her consumption at that time, her EPP was increased to $189.00.? When the account was balanced out in June 2016, customer was billed $629.68.? Based on this, her new EPP amount is $per month.? The EPP is an option for the customer and not a requirement.? She can request to be removed from the plan at any time and company will remove the account.? Account records verify that a letter was forwarded to this customer on 6/8/advising her that her new EPP amount is $195.00.? ? Company has been experiencing a higher than call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointmentsDuring these times, customers have the option of holding on or in the alternative they may choose to have the company return their call, and may hang up.? ? Company spoke with Ms*** on today.? She was advised that the account was previously paperless billing.? However, customer says she still has not received June, July or August invoices.? Company is mailing this customer July and August invoices.? Since it is unclear why at this time the customer is not receiving her monthly bills, she has agreed to contact this office directly next week to advise us whether or not she received the invoices forwarded today.? ? Customer was also advised that company will waive the $reconnection fee debited to her account when the service was interrupted for non-payment.?
? CUSTOMER RECEIVES GAS AND ELECTRIC SERVICES.? THE GAS WAS CONSECUTIVELY ESTIMATED WHEREASTHE ELECTRIC METER IS READ EACH MONTH.? WHEN AN ACTUAL GAS READ WAS OBTAINED ON 7/3/CUSTOMER WAS BILLED $FOR ADDITIONAL GAS CONSUMPTION; THIS MEANS THE GAS ESTIMATES WERE TOO LOW.?
THE CUSTOMER’S MONTHLY INVOICE ADVISES THE CUSTOMER IF THE CURRENT BILL IS BASED ON AN ACTUAL READ OR AN ESTIMATE.? THE MONTHLY BILL ALSO PROVIDES THE SAME INFORMATION FOR THE PRIOR MONTH.? THE BILL ALSO PROVIDES THE CUSTOMER WITH THE NEXT SCHEDULED METER READING DATE.? ACCOUNT RECORDS CONFIRM THE GAS WAS ESTIMATED DUE TO NO ACCESS TO THE GAS METER.? ? COMPANY ATTEMPTED TO REACH THIS CUSTOMER BUT REACHED HER ANSWERING SERVICE INSTEAD.? WE LEFT A MESSAGE REQUESTING THAT SHE CONTACT THIS OFFICE DIRECTLY TO ADDRESS THIS MATTER FURTHER.? CUSTOMER WILL BE REQUIRED TO PROVIDE PROOF OF THE BANK FEES ASSESSED.? ONCE COMPANY HAS PROOF OF THE FEES, WE WILL REIMBURSE CUSTOMER THE $50.00.?
Customer Relations spoke to customer Ms*** on 4/14/16.? Her current balance is $1108.? She has two prior broken payment arrangements in the last months.? The customer is also on the Equal Payment Plan.? I advised Ms*** that we would accept $to restore her service
and would offer her a payment arrangement (months) on the remaining balance.? Ms*** was satisfied and said she would probably make the $in two separate payments.? Ms*** understands that service cannot be restored until the full $is received.? The customer's account is noted as well
Customer Relations has referred this to management for the Appliance Repair division and requested that the appropriate supervisor familiar with the customer's situation/service visits contact him to discuss his concerns with the service visits and his request for reimbursement for the contractor
charges.? Customer Relations received confirmation that the customer was contacted and a message left.? They will follow up again today, 2/2/with the hopes of speaking with the customer directly to amicably resolve the issue
Revdex.com, spoke with agent and he is looking into operational details, all issues have been resolved on a consumers level
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This is a house (commercial) account and supplies electric service only.? The account was established 2/11/and there have been three customer payments to date - $on 11/9/2015, $on 2/11/and $on 6/21/2016.? ? The electric service was interrupted due to
non-payment on 12/9/2016.? The customer issued a check payable to PSE&G in the amount of $to have the service restored.? Customer was aware the check would be returned unpaid by the bank because she provided an invalid bank account number.? ? Prior to the 12/9/check, the customer also issued a bad check on 10/7/2016.? This check, in the amount of $was returned unpaid by the bank on 10/11/2016.? ? Customer issued this check in bad faith to avoid interruption of service at this time.? The check was never made good.? ? PSE&G extended a deferred payment arrangement to the customer in an attempt to work with her.? However, once the check was returned unpaid by the bank on 12/12/2016, the agreement was voided.? ? ? Company spoke with this customer on today and she was advised that PSE&G will accept $and will extend another payment arrangement on the balance of the account.? ? Customer was advised that all of her payments must be cash/certified funds only.? The customer stated she is trying to get money to pay the full $962.81.? Customer understands that the service is not guaranteed until a minimum payment of $is received.? ? Customer also advised this office that she has a six year old child who has asthma and uses a nebulizer.? She was provided with a direct fax number to this office so that the doctor can forward any information she wants the company to consider.? However, the six year old child exceeds the established age limit for consideration regarding use of the nebulizer.? The customer confirmed that there is no life sustaining equipment at the house.?
? ? Company has reviewed the telephone records for this
account.? Company confirmed that the
account was established as of May 4, 2015.? Review of the recorded telephone conversation confirmed that
the customer first contacted company on 10/23/after receiving an
automated
call regarding his delinquent account.? ? The CS Representative specifically asked the customer
if he had previously advised the company that he was not receiving his monthly
bills; customer would not answer the question.? The CS Representative also confirmed that the payments the customer made
were applied to a second account that he has with the company rather than with
this account.? Further review of the account confirms that the bills were
being forwarded in error, to customer’s prior address.? Once customer notified the company of this on
10/23/15, the account information was updated and the mailing address reflects
his current address.? Copies/Duplicates of
all bills have been forwarded to the customer at his correct addressAdditionally an investigation completed on 10/28/
confirmed that this rate classification for this account should be residential
gas and it too was corrected.? The
account has been rebilled using the correct rate? The account balance is a credit $26.57.? Company left a voicemail message for this customer today, advising him of the above information and advising him to contact the company if he has any other questions
? Company spoke with the customer today.? Customer understands that the account will be reviewed to verify whether or not a crossed meter situation existed.? If so company will have the account rebilled so that the customer is billed for the correct meter.? Customer understands
that we will follow up with him directly once the investigation is complete.?
The customer was contacted by our Electric Division on March 9, for repairs
There was an underground conductor failure.? PSE&G promptly responded to the electric trouble order, properly jumpered out the service, and promptly installed a new service.? Unfortunately, there is no way PSE&G can anticipate an underground conductor failure.? Any action by PSE&G is reactionary when an issue such as this occurs? While the company understands Ms*** position, PSE&G Manager Operations ??" Claim spoke with her and explained why the claim was denied.? The claim remains denied.? Thanks
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements
clearly stated in the New Jersey Underground Facilities Protection Act? (NJUFPA).? ? The repair bill was in the amount of $2,523.41.? A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
? REVIEW OF THE CUSTOMER’S PRIOR ACCOUNT AND PAYMENT HISTORY CONFIRMS THAT THE ACCOUNT WAS DELINQUENT ON A REGULAR BASIS.? MANY TIMES, PAYMENTS WERE MADE ON A BI-MONTHLY BASIS WHICH CAUSED THE ACCOUNT TO BE DELINQUENT? PSE&G’S REQUEST FOR A DEPOSIT IS BASED ON THE CUSTOMER’S
PAYMENT HISTORY WITH PSE&G, OR THE OVERALL CREDIT HISTORY AND NOT ON HOW LONG SOMEONE HAS BEEN A CUSTOMER.? ADDITIONALLY, THE AMOUNT OF THE DEPOSIT REQUEST IS A STANDARD TWO TIMES THE AVERAGE MONTHLY BILL.? IN THIS CASE, THE COMPANY REQUESTED A $DEPOSIT WHICH MEANS THE AVERAGE MONTHLY BILL AT THIS PREMISE IS $200.00.? ? THE CUSTOMER DID SPEAK WITH A COLLECTION SUPERVISOR AND WAS ADVISED THAT THE COMPANY WILL WAIVE THE DEPOSIT IF SHE SIGNS UP FOR DIRECT DEBIT PAYMENT.? SHE REFUSED THE OFFER.? ? CUSTOMER SERVICE REPRESENTATIVES ARE TRAINED TO ADVISE THE CUSTOMER OF THE POTENTIAL FOR A DEPOSIT WHEN ESTABLISHING A NEW ACCOUNT.? WE WILL REVIEW THE CONVERSATION TO ENSURE THAT THIS IS BEING DONE.? COMPANY LEFT A VOICEMAIL MESSAGE FOR THE CUSTOMER TO RETURN OUR CALL.? WE WILL AGAIN OFFER TO WAIVE THE DEPOSIT IF SHE WOULD LIKE TO SIGN UP FOR DIRECT DEBIT.? IF CUSTOMER REFUSES, THE DEPOSIT WILL HAVE TO REMAIN.? ?
*** ***
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,
Complaint: ***
I am rejecting this response because:
Miss *** lied to PSE&GI was shocked when I learned this and called her and her response was that I was not living in the house so there was no need for me to be upset about the loss of the utilitiesHer rent was due on April 13th and she called me on the 10th to inform me she had moved outi have voice mail and text messages to support this because she had left her tenants in the houseOver the years I had accounts with PSE&G and all were in good standingI was not responsible for Miss ***'s bill, she did not state anyone else was, but because the residence is my primary address, the Company acted as if I was also responsible for the billIt is the only house I own the house but the utilities are in my name and I should not be made to feel I have to pay someone else's billI have since received service there but only after showing a utility bill from another addressBecause of not having electricity? I had lost vacation time which I took, and lost time which repairs would have been madeI do not appreciate being asked to pay someone else bill that I am not responsible for simply because of such a vital serviceAlso Miss *** has always worked and knowing all this made it more upsetting that I was put through all that stress and inconvenience.?
Regards,
*** ***
? THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES.? THE ELETRIC SERICE WAS INTERRUPED 10/14/
DUE TO NON-PAYMENT.? CUSTOMER’S SERVICE WAS ALSO SHUT OFF FOR NON-PAYMENT IN
7/2015.? AT THAT TIME THE SERVICE WAS CUT
AT THE POLE (OUTSIDE THE HOME).? ? IT WAS AGREED
THAT COMPANY WOULD ACCEPT $
AND WOULD EXTEND A SIX MONTH DEFERRED PAYMENT AGREEMENT (DPA) TO THE
CUSTOMER.? CUSTOMER MADE PAYMENT, THE DPA
WAS ESTABLISHED AND THE SERVICE RESTORED.? ? THE VERY NEXT PAYMENT THE CUSTOMER MADE AFTER THE SERVICE
WAS RESTORED WAS RETURNED BY THE BANK DUE TO INSUFFICIENT FUNDS.? THE CHECK IN THE AMOUNT OF $WAS
RETURNED UNPAID ON 8/20/15.? THIS BAD
CHECK NULLIFIED THE DPA THAT WAS ESTABLISHED AND WAS NOT MADE GOOD.? SUBSEQUENT TO THAT RETURNED CHECK, THE CUSTOMR NEXT PAID
$ON 9/21/FOLLOWED BY $ON 10/12/COMPANY SPOKE WITH THIS CUSTOMER TODAY.? CUSTOMER WAS ADVISED THAT ACCOUNT RECORDS DO
NOT SUPPORT HIS CLAIM THAT HE MAKES PAYMENTS EVERY TWO WEEKS.? CUSTOMER WILL OBTAIN BANK TRANSMISSION
RECORDS TO SUPPORT HIS CLAIM AND FAX THOSE RECORDS TO THIS OFFICE FOR FURTHER
INVESTIGATION.? THE ACCOUNT BALANCE IS $THERE IS ONE DPA WHICH WAS
NOT KEPT? COMPANY REQUESTS $
AND DPA ON THE REMAINING BALANCE
Customer Relations spoke to the customer on 6/12.? Customer provided the invoice and I contacted the customer same day to confirm receipt.? Advised that it would be forwarded to Appliance Repair management for further? review to determine if credit is warranted.? Customer was advised either our office or Appliance Repair would follow up with her directly once decision is made.?
This issue was addressed by PS Business Assurance and Resilience Dept (Legal)Information / facts received from New Brunswick Gas personnel / Damage to Company Property Report indicates the damager (customer) was utilizing an auger to dig a fence post hole in violation of the mark-out requirements clearly stated in the New Jersey Underground Facilities Protection Act? (NJUFPA).? ? The repair bill was in the amount of $2,523.41.? A compromise settlement of the claim, in the amount of $2,200.00, was agreed to by both partiesPayment was received on January 23, No further discounts or refunds will be considered or made to the damager (customer), as the matter has been resolved
[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 Relations contacted the customer on 10/and left a messageUnable to locate any account in the customer's name, using the information provided.? However, once the customer calls back and provides the account information, I will review the account and determine how we might be able
to assist with restoration of service.Tell us why here
Called customer on 2/and left a message on the answering machine.? Customer has electric only account and his meter is being read each month.? ? I will advise? customer that we can test his meter for accuracy when he returns my call.? Customer was left a detailed message
with my contact information for follow up
Customer of record is *** *** however company has been talking with “***” who always calls on behalf of the customer of record.? ? On 6/4/16, company spoke with *** and explained to her that this account signed up for paperless billing and therefore was not receiving a
paper bill in the mail.? Paperless billing was cancelled as of 6/4/per the customer’s request ? Customer’s electric was shut off for non-payment on 5/19/16.? Customer made the required payment and deferred payment arrangement on the balance and the service was restored.? ? The customer has been on the Equal Payment Plan (EPP) and her balancing month is June.? During most of her EPP was $per month.? In January based on her consumption at that time, her EPP was increased to $189.00.? When the account was balanced out in June 2016, customer was billed $629.68.? Based on this, her new EPP amount is $per month.? The EPP is an option for the customer and not a requirement.? She can request to be removed from the plan at any time and company will remove the account.? Account records verify that a letter was forwarded to this customer on 6/8/advising her that her new EPP amount is $195.00.? ? Company has been experiencing a higher than call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointmentsDuring these times, customers have the option of holding on or in the alternative they may choose to have the company return their call, and may hang up.? ? Company spoke with Ms*** on today.? She was advised that the account was previously paperless billing.? However, customer says she still has not received June, July or August invoices.? Company is mailing this customer July and August invoices.? Since it is unclear why at this time the customer is not receiving her monthly bills, she has agreed to contact this office directly next week to advise us whether or not she received the invoices forwarded today.? ? Customer was also advised that company will waive the $reconnection fee debited to her account when the service was interrupted for non-payment.?
? CUSTOMER RECEIVES GAS AND ELECTRIC SERVICES.? THE GAS WAS CONSECUTIVELY ESTIMATED WHEREASTHE ELECTRIC METER IS READ EACH MONTH.? WHEN AN ACTUAL GAS READ WAS OBTAINED ON 7/3/CUSTOMER WAS BILLED $FOR ADDITIONAL GAS CONSUMPTION; THIS MEANS THE GAS ESTIMATES WERE TOO LOW.?
THE CUSTOMER’S MONTHLY INVOICE ADVISES THE CUSTOMER IF THE CURRENT BILL IS BASED ON AN ACTUAL READ OR AN ESTIMATE.? THE MONTHLY BILL ALSO PROVIDES THE SAME INFORMATION FOR THE PRIOR MONTH.? THE BILL ALSO PROVIDES THE CUSTOMER WITH THE NEXT SCHEDULED METER READING DATE.? ACCOUNT RECORDS CONFIRM THE GAS WAS ESTIMATED DUE TO NO ACCESS TO THE GAS METER.? ? COMPANY ATTEMPTED TO REACH THIS CUSTOMER BUT REACHED HER ANSWERING SERVICE INSTEAD.? WE LEFT A MESSAGE REQUESTING THAT SHE CONTACT THIS OFFICE DIRECTLY TO ADDRESS THIS MATTER FURTHER.? CUSTOMER WILL BE REQUIRED TO PROVIDE PROOF OF THE BANK FEES ASSESSED.? ONCE COMPANY HAS PROOF OF THE FEES, WE WILL REIMBURSE CUSTOMER THE $50.00.?
Customer Relations spoke to customer Ms*** on 4/14/16.? Her current balance is $1108.? She has two prior broken payment arrangements in the last months.? The customer is also on the Equal Payment Plan.? I advised Ms*** that we would accept $to restore her service
and would offer her a payment arrangement (months) on the remaining balance.? Ms*** was satisfied and said she would probably make the $in two separate payments.? Ms*** understands that service cannot be restored until the full $is received.? The customer's account is noted as well
Customer Relations has referred this to management for the Appliance Repair division and requested that the appropriate supervisor familiar with the customer's situation/service visits contact him to discuss his concerns with the service visits and his request for reimbursement for the contractor
charges.? Customer Relations received confirmation that the customer was contacted and a message left.? They will follow up again today, 2/2/with the hopes of speaking with the customer directly to amicably resolve the issue
Revdex.com, spoke with agent and he is looking into operational details, all issues have been resolved on a consumers level
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This is a house (commercial) account and supplies electric service only.? The account was established 2/11/and there have been three customer payments to date - $on 11/9/2015, $on 2/11/and $on 6/21/2016.? ? The electric service was interrupted due to
non-payment on 12/9/2016.? The customer issued a check payable to PSE&G in the amount of $to have the service restored.? Customer was aware the check would be returned unpaid by the bank because she provided an invalid bank account number.? ? Prior to the 12/9/check, the customer also issued a bad check on 10/7/2016.? This check, in the amount of $was returned unpaid by the bank on 10/11/2016.? ? Customer issued this check in bad faith to avoid interruption of service at this time.? The check was never made good.? ? PSE&G extended a deferred payment arrangement to the customer in an attempt to work with her.? However, once the check was returned unpaid by the bank on 12/12/2016, the agreement was voided.? ? ? Company spoke with this customer on today and she was advised that PSE&G will accept $and will extend another payment arrangement on the balance of the account.? ? Customer was advised that all of her payments must be cash/certified funds only.? The customer stated she is trying to get money to pay the full $962.81.? Customer understands that the service is not guaranteed until a minimum payment of $is received.? ? Customer also advised this office that she has a six year old child who has asthma and uses a nebulizer.? She was provided with a direct fax number to this office so that the doctor can forward any information she wants the company to consider.? However, the six year old child exceeds the established age limit for consideration regarding use of the nebulizer.? The customer confirmed that there is no life sustaining equipment at the house.?
? ? Company has reviewed the telephone records for this
account.? Company confirmed that the
account was established as of May 4, 2015.? Review of the recorded telephone conversation confirmed that
the customer first contacted company on 10/23/after receiving an
automated
call regarding his delinquent account.? ? The CS Representative specifically asked the customer
if he had previously advised the company that he was not receiving his monthly
bills; customer would not answer the question.? The CS Representative also confirmed that the payments the customer made
were applied to a second account that he has with the company rather than with
this account.? Further review of the account confirms that the bills were
being forwarded in error, to customer’s prior address.? Once customer notified the company of this on
10/23/15, the account information was updated and the mailing address reflects
his current address.? Copies/Duplicates of
all bills have been forwarded to the customer at his correct addressAdditionally an investigation completed on 10/28/
confirmed that this rate classification for this account should be residential
gas and it too was corrected.? The
account has been rebilled using the correct rate? The account balance is a credit $26.57.? Company left a voicemail message for this customer today, advising him of the above information and advising him to contact the company if he has any other questions
? Company spoke with the customer today.? Customer understands that the account will be reviewed to verify whether or not a crossed meter situation existed.? If so company will have the account rebilled so that the customer is billed for the correct meter.? Customer understands
that we will follow up with him directly once the investigation is complete.?