Switches to Third Party Suppliers (TPS)are sent to PSEG by the TPS themselves. PSEG does not switch customers. When PSEG received a switch notification from the TPS a letter is sent to the customer making them aware and asking them to contact us within 7 days to cancel. The TPS must provide proof...
that the customer authorized the switch either by a recorded telephone conversation or a signature on a contract. If they cannot show either the switch must be reversed and the customer refunded by the TPS themselves. (PSEG would then bill the customer for the gas and electric used during this time)This customer was notified on Nov 5th of the pending switch and has not questioned the [redacted] Energy charges on the bill since December.See attached. This complaint should be directed to [redacted], [redacted] [redacted]
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.
Complaint: [redacted]
I am rejecting this response because:
1) I did not receive a message2) I did speak with [redacted], a rep from PSE&G office of the president, who advised she is forwarding to the billing department for resolution. I like the progress so far, but it is still unresolved for the time being.
Regards,
[redacted]
[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]
Company stands by its previous response. There is no record of having received a completed medical form relating to this customer. These medical forms are required to be updated yearly meaning the doctor treating the customer must complete the form and submit it yearly. This form is meant to verify whether or not there is life sustaining equipment at a specific property. It is not meant to guarantee service on delinquent accounts. Company will forward another medical form to the customer today for her doctor to complete and return. The service is not guaranteed until payment is receivedCompany has attempted to work with this customer, which explains the high balance. She has not kept payment arrangements and has issued bad checks. Company's request remains the same - $1000.00 plus payment arrangements on the remaining balance. Payments must be cash/certified funds .
Customer was billed a total of $1,204.92 for their Feb. '15 bill which was based on an actual reading after previously being estimated since Oct. '14. This is this customer's first winter experiencing paying for an electric heating account (customer moved into premise as of 4/26/14). This appears to...
be a catch up bill and electric heat is a much more expensive form of heating your home during the winter months particularly. Customer has paid the bill in full. The meter reading division will be going out to re-verify the reading on the meter. If customer wishes, we can offer to change this customer's meter and have it tested for accuracy.
Complaint: [redacted]
I am rejecting this response because: I spoke with my landlord and they advised me that PSE&G's employees do not regularly try to come read the meters or make any attempt to obtain access to the buildings to read the meters.
Regards,
[redacted]
Tell us why here...A statement of account was sent to [redacted] via email on Jan 5, that statement showed the month by month breakdown of consumption for gas and electricity from Oct 2013 to April 2014. All meter readings were actual during this time. In a case where there is high consumption, whether this is an obvious case or not, the company must bill according to what the meter registers. In all matters of billing the meter is used as the final means on which consumption is based. Since these were based on actual meter readings, and the account was billed in accordance with the companies approved tariff, the bills appear correct as rendered.A payment arrangement will be offered.
Complaint: [redacted]
I am rejecting this response because:I have not received any calls from PSEG, the constant lying is no longer tolerable - It might be best if I escalate this matter, since Revdex.com has provided no progress in the matter
Regards,
[redacted]
Account records confirm that on 4/16/15 at 5:06 p.m. customer requested a call back via the automated system. Account records also verify that company did return the customer's call on 4/16/15 at 5:28 p.m.
This is an electric only account with electric heat. The billng is based...
on actual reads. Customer disputes the March 2015 bill which is for the period of February 11, 2015 through March 31, 2015. The reason the consumption and billing is higher than normal is due to the extreme weather in February. As reported, February 2015 broke existing weather records with harshness. Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature. Company spoke with the customer on 4/23/15 and scheduled a meter change for 4/27/15. The meter will be tested at the earliest opportunity and customer will be provided with the meter test results. Customer understands this and is satisfied at this time
Customer of record is [redacted] however company has been talking with “[redacted]” who always calls on behalf of the customer of record. On 6/4/16, company spoke with [redacted] 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 6/4/16 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 2015 her EPP was $113.00 per month. In January 2016 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 $195.00 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 6/8/16 advising her that her new EPP amount is $195.00. Company has been experiencing a higher than normal call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointments. During 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. [redacted] 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 $45.00 reconnection fee debited to her account when the service was interrupted for non-payment.
The customer also filed a complaint with the Board of Public Utilities (BPU) The customers high bill complaint is against a Third Party Supplier [redacted] The BPU notified us that the customer will be joining in a class action suit against this Supplier and asked us to put a hold...
on the shut off until 4/28/17 to give time to get this dispute resolved. A hold has been placed and the customer has been notified.The BPU will be handling the customer complaint.
Customer did leave a message, and Customer Relations returned the message and spoke to the customer on 10/20 and addressed her concerns. She was satisfied at that time with the company's response.
[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 12/1/15 and left a message at 11:55am. Review of the account does show several orders to repair her range. The last order dated 11/24 indicates that the required part was installed. Will confirm with Ms. [redacted] that the range is now working...
when the call is returned. Will also discuss customer's concerns regarding the recurring orders and as appropriate, can have an Appliance Service supervisor contact her to discuss the issue.
The meter was not read when the account was closed due to a snow storm in the area that day. PSEG will eliminate the final bill in the interest of customer relations. A voice mail was left 3/30
[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]. Im satisfied with the fast service received. You may closed my case. Thanks for all your help
THE ACCOUNT IN QUESTION WAS ACTIVE FROM 7/29/14 – 9/27/14. THE ACCOUNT WAS ACTIVATED USING ESTIMATED GAS AND ELECTRIC READS WHICH IS COMPANY POLICY. ACTUAL READS WERE OBTAINED ON 9/27/14. BASED ON THE ACTUAL READS CUSTOMER WAS BILLED A TOTAL OF $118.97. ON 11/18/14 THE...
BALANCE WAS TRANSFERRED TO THE CUSTOMER’S HOME ACCOUNT AND SINCE THIS ACCOUNT IS ON AUTO PAY, THE ACCOUNT WAS DEBITED AND THE BALANCE PAID. CUSTOMER SPOKE WITH A COMPANY REPRESENTATIVE ON 11/21/14. THE CLOSED ACCOUNT WAS ADJUSTED/CREDITED IN THE AMOUNT OF $78.98, RESULTING IN THE FINAL BILL AMOUNT OF 40.00. THE $78.97 CREDIT WAS TRANSFERRED TO THE CUSTOMER’S CURRENT ACCOUNT. ONCE THE CUSTOMER DISPUTED THE BALANCE IT SHOULD NOT HAVE BEEN TRANSFERRED UNTIL AFTER THE DISPUTE WAS FULLY INVESTIGATED. COMPANY ATTEMPTED TO REACH THE CUSTOMER TODAY TO EXTEND AN APOLOGY TO HER. WE WERE UNABLE TO REACH HER BUT LEFT A VOICEMAIL MESSAGE FOR HER, ASKING HER TO RETURN OUR CALL. THE ABOVE TRANSACTIONS WILL BE REVIEWED WITH HER WHEN SHE CALLS IN AND AN APOLOGY EXTENDED TO HER FOR THE INCONVENIENCE.
Switches to Third Party Suppliers (TPS)are sent to PSEG by the TPS themselves. PSEG does not switch customers. When PSEG received a switch notification from the TPS a letter is sent to the customer making them aware and asking them to contact us within 7 days to cancel. The TPS must provide proof...
that the customer authorized the switch either by a recorded telephone conversation or a signature on a contract. If they cannot show either the switch must be reversed and the customer refunded by the TPS themselves. (PSEG would then bill the customer for the gas and electric used during this time)This customer was notified on Nov 5th of the pending switch and has not questioned the [redacted] Energy charges on the bill since December.See attached. This complaint should be directed to [redacted], [redacted] [redacted]
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.
Complaint: [redacted]
I am rejecting this response because:
1) I did not receive a message2) I did speak with [redacted], a rep from PSE&G office of the president, who advised she is forwarding to the billing department for resolution. I like the progress so far, but it is still unresolved for the time being.
Regards,
[redacted]
[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]
Company stands by its previous response. There is no record of having received a completed medical form relating to this customer. These medical forms are required to be updated yearly meaning the doctor treating the customer must complete the form and submit it yearly. This form is meant to verify whether or not there is life sustaining equipment at a specific property. It is not meant to guarantee service on delinquent accounts. Company will forward another medical form to the customer today for her doctor to complete and return. The service is not guaranteed until payment is receivedCompany has attempted to work with this customer, which explains the high balance. She has not kept payment arrangements and has issued bad checks. Company's request remains the same - $1000.00 plus payment arrangements on the remaining balance. Payments must be cash/certified funds .
Customer was billed a total of $1,204.92 for their Feb. '15 bill which was based on an actual reading after previously being estimated since Oct. '14. This is this customer's first winter experiencing paying for an electric heating account (customer moved into premise as of 4/26/14). This appears to...
be a catch up bill and electric heat is a much more expensive form of heating your home during the winter months particularly. Customer has paid the bill in full. The meter reading division will be going out to re-verify the reading on the meter. If customer wishes, we can offer to change this customer's meter and have it tested for accuracy.
UPDATE: [redacted] has actually been set up with a PSE&G account in her name as of 5/25/2016.
Complaint: [redacted]
I am rejecting this response because: I spoke with my landlord and they advised me that PSE&G's employees do not regularly try to come read the meters or make any attempt to obtain access to the buildings to read the meters.
Regards,
[redacted]
Tell us why here...A statement of account was sent to [redacted] via email on Jan 5, that statement showed the month by month breakdown of consumption for gas and electricity from Oct 2013 to April 2014. All meter readings were actual during this time. In a case where there is high consumption, whether this is an obvious case or not, the company must bill according to what the meter registers. In all matters of billing the meter is used as the final means on which consumption is based. Since these were based on actual meter readings, and the account was billed in accordance with the companies approved tariff, the bills appear correct as rendered.A payment arrangement will be offered.
Complaint: [redacted]
I am rejecting this response because:I have not received any calls from PSEG, the constant lying is no longer tolerable - It might be best if I escalate this matter, since Revdex.com has provided no progress in the matter
Regards,
[redacted]
Customer Relations has been in communication with Ms. [redacted]'s boyfriend Ron and as of 10/22, service had been restored.
Account records confirm that on 4/16/15 at 5:06 p.m. customer requested a call back via the automated system. Account records also verify that company did return the customer's call on 4/16/15 at 5:28 p.m.
This is an electric only account with electric heat. The billng is based...
on actual reads. Customer disputes the March 2015 bill which is for the period of February 11, 2015 through March 31, 2015. The reason the consumption and billing is higher than normal is due to the extreme weather in February. As reported, February 2015 broke existing weather records with harshness. Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature. Company spoke with the customer on 4/23/15 and scheduled a meter change for 4/27/15. The meter will be tested at the earliest opportunity and customer will be provided with the meter test results. Customer understands this and is satisfied at this time
Customer of record is [redacted] however company has been talking with “[redacted]” who always calls on behalf of the customer of record. On 6/4/16, company spoke with [redacted] 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 6/4/16 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 2015 her EPP was $113.00 per month. In January 2016 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 $195.00 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 6/8/16 advising her that her new EPP amount is $195.00. Company has been experiencing a higher than normal call volume, due to part to the extreme weather conditions and the need for appliance service/repair appointments. During 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. [redacted] 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 $45.00 reconnection fee debited to her account when the service was interrupted for non-payment.
The customer also filed a complaint with the Board of Public Utilities (BPU) The customers high bill complaint is against a Third Party Supplier [redacted] The BPU notified us that the customer will be joining in a class action suit against this Supplier and asked us to put a hold...
on the shut off until 4/28/17 to give time to get this dispute resolved. A hold has been placed and the customer has been notified.The BPU will be handling the customer complaint.
Customer did leave a message, and Customer Relations returned the message and spoke to the customer on 10/20 and addressed her concerns. She was satisfied at that time with the company's response.
[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 12/1/15 and left a message at 11:55am. Review of the account does show several orders to repair her range. The last order dated 11/24 indicates that the required part was installed. Will confirm with Ms. [redacted] that the range is now working...
when the call is returned. Will also discuss customer's concerns regarding the recurring orders and as appropriate, can have an Appliance Service supervisor contact her to discuss the issue.
The meter was not read when the account was closed due to a snow storm in the area that day. PSEG will eliminate the final bill in the interest of customer relations. A voice mail was left 3/30
[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]. Im satisfied with the fast service received. You may closed my case. Thanks for all your help
THE ACCOUNT IN QUESTION WAS ACTIVE FROM 7/29/14 – 9/27/14. THE ACCOUNT WAS ACTIVATED USING ESTIMATED GAS AND ELECTRIC READS WHICH IS COMPANY POLICY. ACTUAL READS WERE OBTAINED ON 9/27/14. BASED ON THE ACTUAL READS CUSTOMER WAS BILLED A TOTAL OF $118.97. ON 11/18/14 THE...
BALANCE WAS TRANSFERRED TO THE CUSTOMER’S HOME ACCOUNT AND SINCE THIS ACCOUNT IS ON AUTO PAY, THE ACCOUNT WAS DEBITED AND THE BALANCE PAID. CUSTOMER SPOKE WITH A COMPANY REPRESENTATIVE ON 11/21/14. THE CLOSED ACCOUNT WAS ADJUSTED/CREDITED IN THE AMOUNT OF $78.98, RESULTING IN THE FINAL BILL AMOUNT OF 40.00. THE $78.97 CREDIT WAS TRANSFERRED TO THE CUSTOMER’S CURRENT ACCOUNT. ONCE THE CUSTOMER DISPUTED THE BALANCE IT SHOULD NOT HAVE BEEN TRANSFERRED UNTIL AFTER THE DISPUTE WAS FULLY INVESTIGATED. COMPANY ATTEMPTED TO REACH THE CUSTOMER TODAY TO EXTEND AN APOLOGY TO HER. WE WERE UNABLE TO REACH HER BUT LEFT A VOICEMAIL MESSAGE FOR HER, ASKING HER TO RETURN OUR CALL. THE ABOVE TRANSACTIONS WILL BE REVIEWED WITH HER WHEN SHE CALLS IN AND AN APOLOGY EXTENDED TO HER FOR THE INCONVENIENCE.