Customer Relations contacted Ms [redacted] on 11/17/and left a message at 10:42am Review of her account indicates revisions have been made to her Equal Payment Plan and an order for the street light was issued on 11/10/ I will follow up with our Street Light Dept to confirm the status of the order And when the call is returned, I will address the customer's other concerns regarding her request for furnace inspection and ensure that the Equal Payment Plan issue has been resolved
? ? ? Company spoke with the customer.? He explained that he had not received credit for the prior debits to the incorrect bank account.? ? Customer Relations credited the two accounts via arbitrary allowance and ensured that the bank information was removed from the account.? Customer satisfied
Called customer times on 7/and the answering machine picked up each time stating that the voicemail was not set up Customer has requested a statement of account times 4/20,5/9,5/31,6/and 7/ Customer Relation sent customer an email on 7/and also printed the statement of account and manually sent it to the customer At this time I have also printed the statement of account and sent a copy to the customer
? The company completed a meter change on 9/23/so that the removed meter can be tested for accuracy.? Once the meter is tested and the results are available, customer will be advised of the results.? It the meter tests fast, the account will be adjusted/credited accordingly
spoke with customer on 11/and advised customer that at this time a temporary hold will be placed on her account to give her enough time to receive a payment back in the mail.? Customer was also advised that I will credit her account in the amount of $which she was initially advised by the CSR.? Customer was emailed my direct contact information to assist with a payment arrangement if needed
Complaint: [redacted] 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, [redacted]
Customer Relations contacted Mr [redacted] on 7/1/and left a message for him at 11:45am Review of the account finds it was started on an estimated index effective 8/1/However, there was an actual reading obtained on 7/29/15, just days prior We also adjusted the estimated start index to account for the days difference No adjustments are due based on this information However, our office will discuss his concerns in more detail when the call is returned and try and work towards resolution
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments to cover full cost of furnace repair charges Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
Our Claims Dept advised that they contacted [redacted] on 5/and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-months and involves many departments therefore will take some time to investigate They verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is completeCustomer Relations contacted [redacted] again today 5/ He was not able to speak and asked that I contact his son [redacted] which I did and left a message
This account is for electric service only The account balance is $ Between 7/and 8/the customer issued returned checks totaling $ The last good payment she made was $on 5/11/Company extended payment arrangements to the customer She agreed to pay $by 7/10/followed by the current bill plus $beginning 8/11/2015; she did not maintain this arrangement.Company has forward our medical form to her multiple times and she has not returned the required completed form Customer was advised to have her medical doctor complete the form and return it to us She has not done this therefore there is no medical status on this account and collections apply This form must be completed by the medical doctor and returned to the company for medical consideration to be given Customer’s offer to pay $per month is unacceptable Due to lack of payments, broken arrangements and customer issuing bad checks, company requests a minimum payment of $plus payment arrangements on the remaining balance Additionally due to the returned checks, allpayments must be cash/certified funds onlyAdditionally, customer has threatened to file harassment charges against PSE&G Collections Department for attempting to collect on this debt Company’s Customer Relations attempted to reach this customer at both numbers provided Voicemail messages were left at both numbers asking her to return our call
The customer receives gas and electric services.? The gas meter is an electronic meter and is read remotely.? The electric was estimated September through December 2016.? An actual electric read was obtained on January 25, and customer was billed $for electric consumption; the electric estimates during the four months were too low which led to the higher than 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 Relations contacted Ms [redacted] on 11/and left a message at 5:05pm Review of the account confirms multiple requests made for the statement and our records indicate those statements were sent When the call is returned, I will confirm the mailing address and also discuss alternate options of receiving the statement (i.eemail, etc.) The customer's account is noted as well
? Customer established this commercial account on 11/20/2015.? A $deposit was requested initially.? It is company policy to assess business accounts a deposit.? The deposit request is based on the consumption history for the premise.? It is calculated to be two times the average monthly bill at the location.? Business accounts that are delinquent are also assessed late payment charges.? ? This customer made his first payment on 3/21/2016.? He paid $against an accumulated balance of $908.74.? When a deposit request has been assessed, payments made on the account are applied to the deposit first.? Once that is satisfied, payments are then applied toward the energy charges.? The deposit request was paid in full as of 4/15/2016.? ? Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services.? There is a $field collection fee for each field visit.? It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off.? The collector extended the customer a courtesy by waiting for him to go to the ATM.? Collectors are not required to wait for payments or return at a later time if the customer does not have it available.? PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit.? ? ? PSE&G spoke with this customer and reviewed the above with him? Although he does not agree with it, he understands what I shared with him.? The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector.? Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current.? ?
Complaint: [redacted] I am rejecting this response because: As the cost of the repair is unilaterally charged by the business and the cost is exhorbitantly high in realityPSEG can accuse that I used a dynamite to dig the holeStill it will substantiate the exorbitant cost charged.? Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The final resolution is still pending.PSE&G technician came and did the reassessmentThe heating coil was mailed to my houseThe repair (coil replacement) is scheduled for April 22, Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:PSE&G never contacted me in reference to an outstandingbalance for a prior account, no bills were sent to me in reference to a prioroutstanding balanceIn the past year PSE&G never mentioned during anycalls that there was an outstanding balance nor a prior balance was reflectedon any of my bills for the account under questionTherefore this is a bogusillegal claimed to request payment after more than 2-years? What account is this claimed for? PSE&G failed to provide a writtennotice of debtMy understanding is that the law states that within days ofinitially contacting me of such claim, PSE&G must send a written notice ofthe debt that includes the amount of the debt, the name of the creditor and astatement describing my right to disputePSE&G never contacted me and theynever provided a written notice of the debt.If this is not the case, please provide the written notice ofthe debt for the prior account under discussion as I have no documentation onsuch debt and it’s been at least over a year of said debt claimedThe ~$under question are illegal fees for a service Idid not received since I did not live in such apartment since April 17, 2015and notice of move out date was provided to PSE&G over the phone inreference to the current account on April 14, Furthermore, I discuss theissue with [redacted] and my understanding is that they would becontacting PSE&G on this issue as they own the apartment and they areresponsible for the apartment as of April 18, 2015.I press the hangup button mistakenly on my cell phone this morning however please keep communications strictly writtenfrom this point moving forward since historically PSE&G customer service bluntly liednumerous times, disrespected me and raised their voice at me when communicatingvia telephone Regards, [redacted] ***
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair.? The customer made several calls to Customer Service on July 8th to inquire when the parts would be in.? The Customer Service Representatives confirmed that the parts were not in yet and noted the emergency order to expedite due to a health issue.? However, the Parts Department was not contacted? A Service Supervisor spoke with Mr [redacted] on July 11th and advised that the parts were in.? A Service Technician completed the repair that afternoon A Customer Relations Consultant followwith Mr [redacted] on July 12th to discuss his concern with Customer Service.? He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts.? The Consultant apologized to Mr [redacted] for his inconvenience? Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management.? The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates.? Thank you
Customer established her current account as of 5/30/while at the same time closing her prior account When customer’s new account was established, the mailing address was not updated correctly and the bills continued to be forwarded to her old account As of today, the mailing address has been updated and is the same as her current service address Additionally, the spelling of her name has been corrected to reflect [redacted] Company spoke with Ms [redacted] fiancé, [redacted] , and explained that the company has been experiencing a heavier than call volume Mr [redacted] was advised that everything has been updated Satisfied
I thought the customer was given an apology for the negative experience he had when I spoke to him previously, however, if that is not the case, then I formally apologize on behalf of the company for the frustration and inconvenience Mr [redacted] experienced while trying to get this matter resolved.? In the interest of customer relations, I will also issue a $credit to his account.?
[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] and find that this resolution is satisfactory to me Regards, [redacted]
Customer Relations contacted Ms [redacted] on 11/17/and left a message at 10:42am Review of her account indicates revisions have been made to her Equal Payment Plan and an order for the street light was issued on 11/10/ I will follow up with our Street Light Dept to confirm the status of the order And when the call is returned, I will address the customer's other concerns regarding her request for furnace inspection and ensure that the Equal Payment Plan issue has been resolved
? ? ? Company spoke with the customer.? He explained that he had not received credit for the prior debits to the incorrect bank account.? ? Customer Relations credited the two accounts via arbitrary allowance and ensured that the bank information was removed from the account.? Customer satisfied
Called customer times on 7/and the answering machine picked up each time stating that the voicemail was not set up Customer has requested a statement of account times 4/20,5/9,5/31,6/and 7/ Customer Relation sent customer an email on 7/and also printed the statement of account and manually sent it to the customer At this time I have also printed the statement of account and sent a copy to the customer
? The company completed a meter change on 9/23/so that the removed meter can be tested for accuracy.? Once the meter is tested and the results are available, customer will be advised of the results.? It the meter tests fast, the account will be adjusted/credited accordingly
spoke with customer on 11/and advised customer that at this time a temporary hold will be placed on her account to give her enough time to receive a payment back in the mail.? Customer was also advised that I will credit her account in the amount of $which she was initially advised by the CSR.? Customer was emailed my direct contact information to assist with a payment arrangement if needed
Complaint: [redacted] 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, [redacted]
Customer Relations contacted Mr [redacted] on 7/1/and left a message for him at 11:45am Review of the account finds it was started on an estimated index effective 8/1/However, there was an actual reading obtained on 7/29/15, just days prior We also adjusted the estimated start index to account for the days difference No adjustments are due based on this information However, our office will discuss his concerns in more detail when the call is returned and try and work towards resolution
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments to cover full cost of furnace repair charges Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
Our Claims Dept advised that they contacted [redacted] on 5/and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-months and involves many departments therefore will take some time to investigate They verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is completeCustomer Relations contacted [redacted] again today 5/ He was not able to speak and asked that I contact his son [redacted] which I did and left a message
This account is for electric service only The account balance is $ Between 7/and 8/the customer issued returned checks totaling $ The last good payment she made was $on 5/11/Company extended payment arrangements to the customer She agreed to pay $by 7/10/followed by the current bill plus $beginning 8/11/2015; she did not maintain this arrangement.Company has forward our medical form to her multiple times and she has not returned the required completed form Customer was advised to have her medical doctor complete the form and return it to us She has not done this therefore there is no medical status on this account and collections apply This form must be completed by the medical doctor and returned to the company for medical consideration to be given Customer’s offer to pay $per month is unacceptable Due to lack of payments, broken arrangements and customer issuing bad checks, company requests a minimum payment of $plus payment arrangements on the remaining balance Additionally due to the returned checks, allpayments must be cash/certified funds onlyAdditionally, customer has threatened to file harassment charges against PSE&G Collections Department for attempting to collect on this debt Company’s Customer Relations attempted to reach this customer at both numbers provided Voicemail messages were left at both numbers asking her to return our call
The customer receives gas and electric services.? The gas meter is an electronic meter and is read remotely.? The electric was estimated September through December 2016.? An actual electric read was obtained on January 25, and customer was billed $for electric consumption; the electric estimates during the four months were too low which led to the higher than 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 Relations contacted Ms [redacted] on 11/and left a message at 5:05pm Review of the account confirms multiple requests made for the statement and our records indicate those statements were sent When the call is returned, I will confirm the mailing address and also discuss alternate options of receiving the statement (i.eemail, etc.) The customer's account is noted as well
? Customer established this commercial account on 11/20/2015.? A $deposit was requested initially.? It is company policy to assess business accounts a deposit.? The deposit request is based on the consumption history for the premise.? It is calculated to be two times the average monthly bill at the location.? Business accounts that are delinquent are also assessed late payment charges.? ? This customer made his first payment on 3/21/2016.? He paid $against an accumulated balance of $908.74.? When a deposit request has been assessed, payments made on the account are applied to the deposit first.? Once that is satisfied, payments are then applied toward the energy charges.? The deposit request was paid in full as of 4/15/2016.? ? Due to the delinquency of the account, PSE&G field representatives visited the premise in an attempt to collect outstanding balances, rather than interrupt the services.? There is a $field collection fee for each field visit.? It is unlikely that the collector refused to leave the property; the collector was there to collect on the delinquent account or turn the service off.? The collector extended the customer a courtesy by waiting for him to go to the ATM.? Collectors are not required to wait for payments or return at a later time if the customer does not have it available.? PSE&G makes every attempt to collect on delinquent accounts before a collector’s visit.? ? ? PSE&G spoke with this customer and reviewed the above with him? Although he does not agree with it, he understands what I shared with him.? The customer was advised that a District Supervisor will follow up with him to address the issue/allegation of aggressive behavior by the collector.? Additionally, whereas it is PSE&G’s policy to hold a business deposit for twenty-four months after an account is current, we agreed with the customer to hold his account for a period of twelve months, once the account is brought current.? ?
Complaint: [redacted] I am rejecting this response because: As the cost of the repair is unilaterally charged by the business and the cost is exhorbitantly high in realityPSEG can accuse that I used a dynamite to dig the holeStill it will substantiate the exorbitant cost charged.? Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The final resolution is still pending.PSE&G technician came and did the reassessmentThe heating coil was mailed to my houseThe repair (coil replacement) is scheduled for April 22, Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:PSE&G never contacted me in reference to an outstandingbalance for a prior account, no bills were sent to me in reference to a prioroutstanding balanceIn the past year PSE&G never mentioned during anycalls that there was an outstanding balance nor a prior balance was reflectedon any of my bills for the account under questionTherefore this is a bogusillegal claimed to request payment after more than 2-years? What account is this claimed for? PSE&G failed to provide a writtennotice of debtMy understanding is that the law states that within days ofinitially contacting me of such claim, PSE&G must send a written notice ofthe debt that includes the amount of the debt, the name of the creditor and astatement describing my right to disputePSE&G never contacted me and theynever provided a written notice of the debt.If this is not the case, please provide the written notice ofthe debt for the prior account under discussion as I have no documentation onsuch debt and it’s been at least over a year of said debt claimedThe ~$under question are illegal fees for a service Idid not received since I did not live in such apartment since April 17, 2015and notice of move out date was provided to PSE&G over the phone inreference to the current account on April 14, Furthermore, I discuss theissue with [redacted] and my understanding is that they would becontacting PSE&G on this issue as they own the apartment and they areresponsible for the apartment as of April 18, 2015.I press the hangup button mistakenly on my cell phone this morning however please keep communications strictly writtenfrom this point moving forward since historically PSE&G customer service bluntly liednumerous times, disrespected me and raised their voice at me when communicatingvia telephone Regards, [redacted] ***
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair.? The customer made several calls to Customer Service on July 8th to inquire when the parts would be in.? The Customer Service Representatives confirmed that the parts were not in yet and noted the emergency order to expedite due to a health issue.? However, the Parts Department was not contacted? A Service Supervisor spoke with Mr [redacted] on July 11th and advised that the parts were in.? A Service Technician completed the repair that afternoon A Customer Relations Consultant followwith Mr [redacted] on July 12th to discuss his concern with Customer Service.? He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts.? The Consultant apologized to Mr [redacted] for his inconvenience? Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management.? The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates.? Thank you
Customer established her current account as of 5/30/while at the same time closing her prior account When customer’s new account was established, the mailing address was not updated correctly and the bills continued to be forwarded to her old account As of today, the mailing address has been updated and is the same as her current service address Additionally, the spelling of her name has been corrected to reflect [redacted] Company spoke with Ms [redacted] fiancé, [redacted] , and explained that the company has been experiencing a heavier than call volume Mr [redacted] was advised that everything has been updated Satisfied
I thought the customer was given an apology for the negative experience he had when I spoke to him previously, however, if that is not the case, then I formally apologize on behalf of the company for the frustration and inconvenience Mr [redacted] experienced while trying to get this matter resolved.? In the interest of customer relations, I will also issue a $credit to his account.?
[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] and find that this resolution is satisfactory to me Regards, [redacted]