Called customer on 2/14 and left a message on the answering machine. Customer has a balance from his previous location of which Mrs. [redacted] was made aware of on 3/17/2013. I will assist customer with his concerns when he returns my call.Tell us why here...
Since January 1, 2016 the customer has experienced five extended interruptions. The circuit that serves the customer is [redacted]. Infrared...
and visual patrols of the circuit were done in 2016. On March 29, 2018 an engineering supervisor contacted the customer and left a message detailing the outage history.Thanks.
I reviewed the call where Mr. [redacted] called for a new account. At 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 services. She asked him "would this be...
Company reviewed customer issue and confirmed the following: 10/21/17 – customer scheduled a payment for $260.92 to be processed on 10/30/17 10/30/17 – customer spoke with the customer service representative to ask if she was on automatic payments or if her payments have to be...
made manually. She was advised that she is not on automatic or direct debit payments which means she has to make her payments manually. 10/30/17 – customer contacted company and spoke with a customer service representative to schedule a payment in accordance with a payment arrangement she made. That payment in the amount of $260.93 was processed. 10/31/17 – customer visited the Paterson Customer Service Center and spoke with a representative. She was advised to have the bank reverse one of the payments. She was also advised that, as a courtesy, company would reimburse her for any returned check fees incurred as a result of the double payment. Company spoke with the customer again today following receipt of her Revdex.com Inquiry. An apology was extended to the customer for the misunderstanding and break-down in communication. There was a misunderstanding with the “scheduled payment” vs. “direct debit/automatic payment”. The customer confirmed that the matter has been taken care of; the payments have been reversed. We also reviewed the current amount due in accordance with her payment agreement. Customer was also provided with direct contact information for follow-up, if she needs it. Satisfied.
[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 [redacted], PSE&G has contacted me and made an adjustment to my bill for the difference of $70. I am satisfied with the outcome. Thank you Revdex.com for your help.
Regards,
[redacted]
COMPANY REC'D A SECONDARY REQUEST FROM THE Revdex.com ON 11/29. CUSTOMER RELATIONS NEVER RECEIVED A RETURN CALL FROM MS [redacted]. HOWEVER, ANOTHER ATTEMPT HAS BEEN MADE TO REACH THE CUSTOMER ON 11/30 AND A MESSAGE WAS AGAIN LEFT(AT 4:24PM). WHEN CALL IS RETURNED WILL DISCUSS HER CONCERNS. REGARDING HER EQUAL PAYMENT PLAN (EPP), SHE JUST RECENTLY SIGNED UP AND RIGHT NOW SHE HAS USED SLIGHTLY MORE THAN WE HAVE BILLED, BUT SHE HAS ALREADY REQUESTED THE EPP AMOUNT BE CHANGED - THE BALANCING MONTH IS SEPTEMBER. IF SHE WOULD LIKE TO GET THE 'CREDIT', SHE WOULD HAVE TO COME OFF THE EPP FIRST AND THEN IT WOULD BE APPLIED. THEN SHE COULD GO BACK ON THE PLAN IF SHE SO DESIRED. REGARDING THE LIGHTS, OUR RECORDS INDICATE THAT OUR ELECTRIC DEPT WAS OUT ON 11/15 AND REPAIRED THE LIGHT, BUT I HAVE SENT ANOTHER REQUEST TO HAVE SOMEONE ELSE GO BACK OUT THERE. WILL DISCUSS ALL WHEN CALL IS RETURNED.
Customer receives gas and electric services. On 5/18/2015 both reads were estimated. Subsequent to that, the customer provided both gas and electric reads and the billing was adjusted. On 5/26/2015 the estimated billing totaling $6671.91 was cancelled and the account was rebilled $226.18 based on...
the customer reads. Customer paid the $226.18 on 5/29/2015. Customer Relations attempted to reach the customer but reached the answering service. A voice mail message was left for customer asking him to return our call. The customer’s issues once we speak directly with the customer.
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.
Customer established his current account 8/26/17. This is an electric only account. His prior account was on direct debit. It is company practice to waive a deposit request when/if a customer signs up for direct debit payments. Company...
attempted to reach this customer today. We did not reach him but we did leave a voicemail message advising him that the deposit request amount is two times the average monthly bill. We also advised him that if he signs up for direct debit at his current address, we will waive the deposit request. Customer was advised to call company for additional assistance with this.
Company confirmed a crossed meter situation at this location; this customer was being billed on Electric Meter# [redacted] and should have been billed on Meter #[redacted]. This was corrected as of 6/9/2016. From the account’s active date of 10/3/2015 through 6.9.2016, the...
customer was billed $530.51. He should have been billed $823.96. The difference of $293.45 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.
UPDATE - ACTUAL READS OBTAINED 4/27/15. ON 4/15/15 THE GAS ESTIMATE WAS 3889; THE ACTUAL READ ON 4/27/15 IS 3861; ACCOUNT WILL BE ADJUSTED. ------------------------------------DISTRICT METER READING SUPERVISION ARRANGED FOR THIS CUSTOMER TO BE CONTACTED SO THAT SHE COULD BE SCHEDULED FOR A...
METER READING APPOINTMENT. COMPANY CONTACTED THE CUSTOMER AND LEFT MESSAGE;
I spoke to [redacted] on 04/01/15. She advised she has spoken to a supervisor regarding the issue of the debits from her account. The returned payment fee has been credited back to the customer's account as well as a $25 credit in the interest of good customer relations. Customer...
expressed concern that this would continue to happen. Advised [redacted] that she could take herself off direct debit without penalty (will not put deposit back on). Customer agreed and says she does not want direct debit and will go online to remove the direct debit. I did advise the customer that if, in the future, her account becomes delinquent, we do reserve the right to re-assess a deposit. Customer understands all and is satisfied. I also provided my direct contact information should she have any further questions or concerns.
The customer receives gas and electric services. The gas meter is an electronic meter and is read remotely. The electric was estimated September 2016 through December 2016. An actual electric read was obtained on January 25, 2017 and customer was billed $398.20 for electric...
consumption; the electric estimates during the four months were too low which led to the higher than normal bill when the actual read was obtained. Company spoke with the customer today and his believes he has provided access to the meter reader to obtain actual electric reads. The accounts records do not support this. There is a history of estimated reads at this property. The customer was advised that the District Meter Reading Supervisor will follow up with him directly to address and resolve this issue going forward. The monthly billing invoices forwarded to the customer clearly states if the billing is based on actual reads or estimates. Company also left a voicemail message for the customer advising him to contact this office directly if he would like a revised payment arrangement.
CUSTOMER HAS AN ELECTRIC ONLY ACCOUNT WITH ELECTRIC HEAT.THE ACCOUNT WAS ESTIMATED MAY - AUGUST 2015. WHEN AN ACTUAL READ WAS OBTAINED ON 9/1/2015, CUSTOMER WAS BILLED $655.25 FOR ADDITIONAL ELECTRIC CONSUMPTION - THE ESTIMATES WERE TOO LOW.CUSTOMER RELATIONS SPOKE WITH THE CUSTOMER TO DAY AND...
ESTABLIHSED PAYMENT ARRANGEMENTS. CUSTOMER AGREED TO PAY $100. BY TEH END OF THIS WEEK. BEGINNING WITH 12/2015, CUSTOMER WILL PAY THE CURRENT BILL PLUS AN ADDITIONAL $69.00 FOR TWELVE MONTHS. COMPANY WILL REVIEW THE TAPED CONVERSATIONS BETWEEN THIS CUSTOMER AND THE CS REPRESENTATIVE THAT SHE MENTIONED. COMPANY ALSO SHARED INFORMATION RELATING TO ASSISTANCE AGENCIES WITH THIS CUSTOMER. CUSTOMER THANKED US FOR CALLING. PARTIALLY SATISFIED.
This customer made a decision to purchase a water heater from PSE&G in 2011 knowing in advance what the cost was and agreeing to pay for it over a 12 month period. To date she has not paid for it. When there is an outstanding balance on purcahses involved, it is company policy not to...
perform repair/maintenance work on the appliance(s). However, initially there was a misunderstanding with this case in that the cusotmer has a Worry Free Contract. She spoke with a CS representative on 11/3/14 and requested a service call; one was scheduled for 11/5/14. The technician noted the account "CGI" which means could not get in. Company spoke with the customer again on 11/5/14 following receipt of this Revdex.com Inquiry. A new work order was issued for 11/7/14 per customer's request. That order was completed on 11/7/14. Company is review the process with the CS rep who spoke with the customer on 11/3//14. Company will not refund any monies.
PSE&G's Customer Relations spoke with Mr. [redacted] on 1/20 and confirmed we would investigate his concerns. The investigation does confirm that we were out on three occasions for the customer's issue. During the first visit on 12/29, the technician stated it seemed as if the...
pressure switch was bad and since there was no contract the customer decided to change it himself. There was a second visit on 12/30, again for no heat. At this time, it was an erratic circuit board. The part was ordered and installed on 1/5/16. At the time of that visit the heater was working better, but there is now an issue with the inducer motor. A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor. An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits. The supervisor advised that they would provide a credit of $150 for the pressure switch, since it did not fix the issue. He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit. The $748 billed to the customer was for the inducer motor and the circuit board. No further credits are due and customer was advised same by supervisor. Customer Relations contacted the customer again on 1/26/16 and left a message at 12:35. When the call is returned, will review all with customer and again advised no further credits will be given other than the $150.
Customer established his account 9/20/2014. Estimate reads were used to establish the account. Prior to 9/20/2014, the last actual electric read was on 8/28/2014 and the last actual gas read was 11/27/2013. Customer contacted company on 10/14/2014. He is scheduled for a meter...
reading appointment on 10/24/2014. Additionally, company attempted to contact the customer on today to obtain the reads he recorded. Once we have his reads and the actuals on 10/24/2014, his account will be rebilled. Company left a voice mail message for this customer providing direct call back information.
A service supervisor contacted the customer 1/4/17 and provided the labor charges as the customer requested. The customer stated that she would call the service supervisor back if she wanted PS to install the part/make the repair for the range.
On September 29th a Distribution Supervisor spoke to Ms. [redacted] about her concerns. The supervisor informed Ms. [redacted] that the streetlights would be repaired the week of October 3rd. The customer appreciated the information and has the supervisor’s contact information for any future...
questions or concerns. PSE&G does not have any records of these street light outages being reported. Thank you, [redacted]
Called customer on 2/14 and left a message on the answering machine. Customer has a balance from his previous location of which Mrs. [redacted] was made aware of on 3/17/2013. I will assist customer with his concerns when he returns my call.Tell us why here...
Since January 1, 2016 the customer has experienced five extended interruptions. The circuit that serves the customer is [redacted]. Infrared...
and visual patrols of the circuit were done in 2016. On March 29, 2018 an engineering supervisor contacted the customer and left a message detailing the outage history.Thanks.
I reviewed the call where Mr. [redacted] called for a new account. At 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 services. She asked him "would this be...
OK?" Mr. [redacted] stated "yes please".
Company reviewed customer issue and confirmed the following: 10/21/17 – customer scheduled a payment for $260.92 to be processed on 10/30/17 10/30/17 – customer spoke with the customer service representative to ask if she was on automatic payments or if her payments have to be...
made manually. She was advised that she is not on automatic or direct debit payments which means she has to make her payments manually. 10/30/17 – customer contacted company and spoke with a customer service representative to schedule a payment in accordance with a payment arrangement she made. That payment in the amount of $260.93 was processed. 10/31/17 – customer visited the Paterson Customer Service Center and spoke with a representative. She was advised to have the bank reverse one of the payments. She was also advised that, as a courtesy, company would reimburse her for any returned check fees incurred as a result of the double payment. Company spoke with the customer again today following receipt of her Revdex.com Inquiry. An apology was extended to the customer for the misunderstanding and break-down in communication. There was a misunderstanding with the “scheduled payment” vs. “direct debit/automatic payment”. The customer confirmed that the matter has been taken care of; the payments have been reversed. We also reviewed the current amount due in accordance with her payment agreement. Customer was also provided with direct contact information for follow-up, if she needs it. Satisfied.
[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 [redacted], PSE&G has contacted me and made an adjustment to my bill for the difference of $70. I am satisfied with the outcome. Thank you Revdex.com for your help.
Regards,
[redacted]
COMPANY REC'D A SECONDARY REQUEST FROM THE Revdex.com ON 11/29. CUSTOMER RELATIONS NEVER RECEIVED A RETURN CALL FROM MS [redacted]. HOWEVER, ANOTHER ATTEMPT HAS BEEN MADE TO REACH THE CUSTOMER ON 11/30 AND A MESSAGE WAS AGAIN LEFT(AT 4:24PM). WHEN CALL IS RETURNED WILL DISCUSS HER CONCERNS. REGARDING HER EQUAL PAYMENT PLAN (EPP), SHE JUST RECENTLY SIGNED UP AND RIGHT NOW SHE HAS USED SLIGHTLY MORE THAN WE HAVE BILLED, BUT SHE HAS ALREADY REQUESTED THE EPP AMOUNT BE CHANGED - THE BALANCING MONTH IS SEPTEMBER. IF SHE WOULD LIKE TO GET THE 'CREDIT', SHE WOULD HAVE TO COME OFF THE EPP FIRST AND THEN IT WOULD BE APPLIED. THEN SHE COULD GO BACK ON THE PLAN IF SHE SO DESIRED. REGARDING THE LIGHTS, OUR RECORDS INDICATE THAT OUR ELECTRIC DEPT WAS OUT ON 11/15 AND REPAIRED THE LIGHT, BUT I HAVE SENT ANOTHER REQUEST TO HAVE SOMEONE ELSE GO BACK OUT THERE. WILL DISCUSS ALL WHEN CALL IS RETURNED.
Customer receives gas and electric services. On 5/18/2015 both reads were estimated. Subsequent to that, the customer provided both gas and electric reads and the billing was adjusted. On 5/26/2015 the estimated billing totaling $6671.91 was cancelled and the account was rebilled $226.18 based on...
the customer reads. Customer paid the $226.18 on 5/29/2015. Customer Relations attempted to reach the customer but reached the answering service. A voice mail message was left for customer asking him to return our call. The customer’s issues once we speak directly with the customer.
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.
Customer established his current account 8/26/17. This is an electric only account. His prior account was on direct debit. It is company practice to waive a deposit request when/if a customer signs up for direct debit payments. Company...
attempted to reach this customer today. We did not reach him but we did leave a voicemail message advising him that the deposit request amount is two times the average monthly bill. We also advised him that if he signs up for direct debit at his current address, we will waive the deposit request. Customer was advised to call company for additional assistance with this.
Company confirmed a crossed meter situation at this location; this customer was being billed on Electric Meter# [redacted] and should have been billed on Meter #[redacted]. This was corrected as of 6/9/2016. From the account’s active date of 10/3/2015 through 6.9.2016, the...
customer was billed $530.51. He should have been billed $823.96. The difference of $293.45 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 attached email was sent to the customer 12/2, additional supporting documents are required.
UPDATE - ACTUAL READS OBTAINED 4/27/15. ON 4/15/15 THE GAS ESTIMATE WAS 3889; THE ACTUAL READ ON 4/27/15 IS 3861; ACCOUNT WILL BE ADJUSTED. ------------------------------------DISTRICT METER READING SUPERVISION ARRANGED FOR THIS CUSTOMER TO BE CONTACTED SO THAT SHE COULD BE SCHEDULED FOR A...
METER READING APPOINTMENT. COMPANY CONTACTED THE CUSTOMER AND LEFT MESSAGE;
I spoke to [redacted] on 04/01/15. She advised she has spoken to a supervisor regarding the issue of the debits from her account. The returned payment fee has been credited back to the customer's account as well as a $25 credit in the interest of good customer relations. Customer...
expressed concern that this would continue to happen. Advised [redacted] that she could take herself off direct debit without penalty (will not put deposit back on). Customer agreed and says she does not want direct debit and will go online to remove the direct debit. I did advise the customer that if, in the future, her account becomes delinquent, we do reserve the right to re-assess a deposit. Customer understands all and is satisfied. I also provided my direct contact information should she have any further questions or concerns.
The customer receives gas and electric services. The gas meter is an electronic meter and is read remotely. The electric was estimated September 2016 through December 2016. An actual electric read was obtained on January 25, 2017 and customer was billed $398.20 for electric...
consumption; the electric estimates during the four months were too low which led to the higher than normal bill when the actual read was obtained. Company spoke with the customer today and his believes he has provided access to the meter reader to obtain actual electric reads. The accounts records do not support this. There is a history of estimated reads at this property. The customer was advised that the District Meter Reading Supervisor will follow up with him directly to address and resolve this issue going forward. The monthly billing invoices forwarded to the customer clearly states if the billing is based on actual reads or estimates. Company also left a voicemail message for the customer advising him to contact this office directly if he would like a revised payment arrangement.
CUSTOMER HAS AN ELECTRIC ONLY ACCOUNT WITH ELECTRIC HEAT.THE ACCOUNT WAS ESTIMATED MAY - AUGUST 2015. WHEN AN ACTUAL READ WAS OBTAINED ON 9/1/2015, CUSTOMER WAS BILLED $655.25 FOR ADDITIONAL ELECTRIC CONSUMPTION - THE ESTIMATES WERE TOO LOW.CUSTOMER RELATIONS SPOKE WITH THE CUSTOMER TO DAY AND...
ESTABLIHSED PAYMENT ARRANGEMENTS. CUSTOMER AGREED TO PAY $100. BY TEH END OF THIS WEEK. BEGINNING WITH 12/2015, CUSTOMER WILL PAY THE CURRENT BILL PLUS AN ADDITIONAL $69.00 FOR TWELVE MONTHS. COMPANY WILL REVIEW THE TAPED CONVERSATIONS BETWEEN THIS CUSTOMER AND THE CS REPRESENTATIVE THAT SHE MENTIONED. COMPANY ALSO SHARED INFORMATION RELATING TO ASSISTANCE AGENCIES WITH THIS CUSTOMER. CUSTOMER THANKED US FOR CALLING. PARTIALLY SATISFIED.
This customer made a decision to purchase a water heater from PSE&G in 2011 knowing in advance what the cost was and agreeing to pay for it over a 12 month period. To date she has not paid for it. When there is an outstanding balance on purcahses involved, it is company policy not to...
perform repair/maintenance work on the appliance(s). However, initially there was a misunderstanding with this case in that the cusotmer has a Worry Free Contract. She spoke with a CS representative on 11/3/14 and requested a service call; one was scheduled for 11/5/14. The technician noted the account "CGI" which means could not get in. Company spoke with the customer again on 11/5/14 following receipt of this Revdex.com Inquiry. A new work order was issued for 11/7/14 per customer's request. That order was completed on 11/7/14. Company is review the process with the CS rep who spoke with the customer on 11/3//14. Company will not refund any monies.
PSE&G's Customer Relations spoke with Mr. [redacted] on 1/20 and confirmed we would investigate his concerns. The investigation does confirm that we were out on three occasions for the customer's issue. During the first visit on 12/29, the technician stated it seemed as if the...
pressure switch was bad and since there was no contract the customer decided to change it himself. There was a second visit on 12/30, again for no heat. At this time, it was an erratic circuit board. The part was ordered and installed on 1/5/16. At the time of that visit the heater was working better, but there is now an issue with the inducer motor. A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor. An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits. The supervisor advised that they would provide a credit of $150 for the pressure switch, since it did not fix the issue. He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit. The $748 billed to the customer was for the inducer motor and the circuit board. No further credits are due and customer was advised same by supervisor. Customer Relations contacted the customer again on 1/26/16 and left a message at 12:35. When the call is returned, will review all with customer and again advised no further credits will be given other than the $150.
Customer established his account 9/20/2014. Estimate reads were used to establish the account. Prior to 9/20/2014, the last actual electric read was on 8/28/2014 and the last actual gas read was 11/27/2013. Customer contacted company on 10/14/2014. He is scheduled for a meter...
reading appointment on 10/24/2014. Additionally, company attempted to contact the customer on today to obtain the reads he recorded. Once we have his reads and the actuals on 10/24/2014, his account will be rebilled. Company left a voice mail message for this customer providing direct call back information.
A service supervisor contacted the customer 1/4/17 and provided the labor charges as the customer requested. The customer stated that she would call the service supervisor back if she wanted PS to install the part/make the repair for the range.
On September 29th a Distribution Supervisor spoke to Ms. [redacted] about her concerns. The supervisor informed Ms. [redacted] that the streetlights would be repaired the week of October 3rd. The customer appreciated the information and has the supervisor’s contact information for any future...
questions or concerns. PSE&G does not have any records of these street light outages being reported. Thank you, [redacted]