Our company records indicate that the order was canceled via our website. The service appointment was on the tenants account. Only the designated user/account holder on that account (tenant) can make changes to orders on the account via the PSEG website account. As previously advised, there will be no reimbursement for prior Worryfree contract charges from 2011 - current.
CUSTOMER SPOKE WITH PSE&G REPRESENTATIVES ON 11/12/15
AND 11/14/15. THE CUSTOMER’S READ WAS
RECEIVED AND THE PRIOR ESTIMATED BILL CANCELLED. CUSTOMER WILL RECEIVE A NEW BILL BASED ON THE
CUSTOMER READ PROVIDED. SATISFIED.
THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES. THE ELETRIC SERICE WAS INTERRUPED 10/14/15
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 $360.00
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 $380.00 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
$380.00 ON 9/21/15 FOLLOWED BY $200.00 ON 10/12/15. 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 $1399.96. THERE IS ONE DPA WHICH WAS
NOT KEPT. COMPANY REQUESTS $1100.00.00
AND DPA ON THE REMAINING BALANCE.
Customer has had several telephone conversations with this customer to date. It has been explained the customer several times that in accordance with The New Jersey Administrative Code (N.J.A.C.) 14:3-3a.1, “A customer wishing to discontinue service shall give notice to the utility”....
“Where such notice is not received by the utility, the customer shall be liable for service until the final reading of the meter is taken”.Customer previously advised company that she did not remember if she called to close the account and company has no record of customer calling to close the account; therefore customer was advised that she is responsible for this balance. Customer spoke with a company representative on 10/18/16 and requested a billing history. That request is being processed. Company reached out to this customer today to discuss the bill. Company reached voicemail and left a message for her to return our call. Direct contact information was provided to the customer.
PSE&G spoke to the customer on 7/20 regarding this matter. It was explained to Ms. [redacted] that deposits are assessed based on credit/payment history and the deposits are calculated based on the average of the highest 2 months of usage at the premise. I advised the customer that we...
would give her an extension until 7/22 to make the required payment. Customer was satisfied at the end of the call on 7/20. I attempted to reach the customer again today, 7/21 and left a message at 9:10am advising her to contact me if she had further questions or concerns.
I will request that the Claims Dept contact [redacted] directly to provide a status as to his claim. The Claims Dept would be responsible for determining if the customer is due restitution because of any negligence on the part of the company on this issue.
The unpaid balance on the customers bill has been recalled from the Collection Agency. It had not been reported to the Credit Bureau as it was only sent to the Agency in November. A voice mail was left for [redacted] 1/5 asking her to call me and make arrangements to settle the bill.
Balance $333.86. Last payment was $99.41 on 7/5/2016. Customer receives 13.02 in USF monthly benefits. The account is not current, but rather is delinquent in the amount of $186.98. Company spoke with the customer today and extended a Deferred Payment...
Agreement. Customer was advised to pay 25% which is $83.00 in August and then beginning September, to pay the current bill plus an additional $40 each month. Customer declined saying she cannot make any payment in August and she cannot afford the six month DPA amount. This account remains in collection.
Complaint: [redacted]
I am rejecting this response because: The companies response confirms precisely what our complaint is, that they are engaged in unfair gotchya billing practices. They admit that they did not notify us in any way prior to activating our account that they would be billing us for something other then the actual usage charges. Just because they "always" bill customers cap & tran charges, doesn't make it fair or legal. They should reimburse us for the standby electricity that they billed us for if they get to keep that electricity or they can not charge us, they cannot charge us for something we never received, that's effectively stealing. They need to reimburse us as they did not disclose this practice of charging you for something we do not own and we are not expected to know this on our own.
Regards,
[redacted]
This account is for electric service only. The account balance is $1353.19. Between 7/2015 and 8/2015 the customer issued returned checks totaling $1385.00. The last good payment she made was $140.00 on 5/11/15. Company extended payment arrangements to the...
customer. She agreed to pay $645 by 7/10/15 followed by the current bill plus $35.00 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 normal 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 $75.00 per month is unacceptable. Due to lack of payments, broken arrangements and customer issuing bad checks, company requests a minimum payment of $1000.00 plus payment arrangements on the remaining balance. Additionally due to the returned checks, allpayments must be cash/certified funds only. Additionally, 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.
I am rejecting this response because:
I had a appt today on Nov 7 2014 between 8-12 pm pseg didn't show up to move my meters outside. And my meters...
supposed to read today .like for someone to contact me to make another appt. Its crazy they can come out and shut your power off but can't come change the meters. .and this is a must !!
A Technician went to Mr. [redacted]’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 followed-up with 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. [redacted]’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.
Complaint: [redacted]
I am rejecting this response because:PSEG's response is misleading and inaccurate:1. PSEG technician did came on 9/23 around 9 AM to inspect the electric room, and immediately determined that meters in some units are mistakenly connected to other units, meaning the meter readings are swapped. However, no action was performed at that time, because the technician need to consult his manager due to the scale of the problem.2. I'm unaware that PSEG came again to do further fixings/inspections. And I doubt that PSEG would come on the same day (9/23) to do anything.3. The problem is mostly due to wrongly connected meters to apartment units rather than fast meter reading.4. After I updated Revdex.com on the situation last Friday (9/23), I was contacted by a apparently displeased PSEG customer service personnel, questioning me about my contacting Revdex.com again.In sum, PSEG's response is inaccurate and diplomatic in nature, which doesn't address my case at all. I hope that PSEG can provide a specific time that they can solve the problem. Last but not least, this problem would likely affect multiple apartments in my building. Please let me know if you hear about any similar complaints. One voice is weak, but a group's voice is strong enough to shake the Utility Monopoly.Really appreciate your help
Regards,
[redacted]
The contact information provided in the initial Revdex.com inquiry included the following telephone number: ###-###-####. This incorrect number is the telephone number that company attempted to reach this customer at. This supplemental provided a corrected telephone number. Company contacted customer today and confirmed that the deposit has been waived and that the account must be kept current to avoid it being reinstated. 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] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The final resolution is still pending.PSE&G technician came and did the reassessment. The heating coil was mailed to my house. The repair (coil replacement) is scheduled for April 22, 2016.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
My air conditioner was broken, which the apartment complex fail to fix and I rarely used the major appliances(dishwasher and washer and dryer) in the apartment.My phone is in working condition. I did not receive any calls from them nor did they leave a message.
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]
Our company records indicate that the order was canceled via our website. The service appointment was on the tenants account. Only the designated user/account holder on that account (tenant) can make changes to orders on the account via the PSEG website account. As previously advised, there will be no reimbursement for prior Worryfree contract charges from 2011 - current.
CUSTOMER SPOKE WITH PSE&G REPRESENTATIVES ON 11/12/15
AND 11/14/15. THE CUSTOMER’S READ WAS
RECEIVED AND THE PRIOR ESTIMATED BILL CANCELLED. CUSTOMER WILL RECEIVE A NEW BILL BASED ON THE
CUSTOMER READ PROVIDED. SATISFIED.
THE ACCOUNT IS FOR GAS AND ELECTRIC UTILITY SERVICES. THE ELETRIC SERICE WAS INTERRUPED 10/14/15
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 $360.00
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 $380.00 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
$380.00 ON 9/21/15 FOLLOWED BY $200.00 ON 10/12/15. 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 $1399.96. THERE IS ONE DPA WHICH WAS
NOT KEPT. COMPANY REQUESTS $1100.00.00
AND DPA ON THE REMAINING BALANCE.
Customer has had several telephone conversations with this customer to date. It has been explained the customer several times that in accordance with The New Jersey Administrative Code (N.J.A.C.) 14:3-3a.1, “A customer wishing to discontinue service shall give notice to the utility”....
“Where such notice is not received by the utility, the customer shall be liable for service until the final reading of the meter is taken”.Customer previously advised company that she did not remember if she called to close the account and company has no record of customer calling to close the account; therefore customer was advised that she is responsible for this balance. Customer spoke with a company representative on 10/18/16 and requested a billing history. That request is being processed. Company reached out to this customer today to discuss the bill. Company reached voicemail and left a message for her to return our call. Direct contact information was provided to the customer.
Complaint: [redacted]
I am rejecting this response because:I am still awaiting very important information from the company.
Regards,
[redacted]
PSE&G spoke to the customer on 7/20 regarding this matter. It was explained to Ms. [redacted] that deposits are assessed based on credit/payment history and the deposits are calculated based on the average of the highest 2 months of usage at the premise. I advised the customer that we...
would give her an extension until 7/22 to make the required payment. Customer was satisfied at the end of the call on 7/20. I attempted to reach the customer again today, 7/21 and left a message at 9:10am advising her to contact me if she had further questions or concerns.
I will request that the Claims Dept contact [redacted] directly to provide a status as to his claim. The Claims Dept would be responsible for determining if the customer is due restitution because of any negligence on the part of the company on this issue.
The unpaid balance on the customers bill has been recalled from the Collection Agency. It had not been reported to the Credit Bureau as it was only sent to the Agency in November. A voice mail was left for [redacted] 1/5 asking her to call me and make arrangements to settle the bill.
Balance $333.86. Last payment was $99.41 on 7/5/2016. Customer receives 13.02 in USF monthly benefits. The account is not current, but rather is delinquent in the amount of $186.98. Company spoke with the customer today and extended a Deferred Payment...
Agreement. Customer was advised to pay 25% which is $83.00 in August and then beginning September, to pay the current bill plus an additional $40 each month. Customer declined saying she cannot make any payment in August and she cannot afford the six month DPA amount. This account remains in collection.
Complaint: [redacted]
I am rejecting this response because: The companies response confirms precisely what our complaint is, that they are engaged in unfair gotchya billing practices. They admit that they did not notify us in any way prior to activating our account that they would be billing us for something other then the actual usage charges. Just because they "always" bill customers cap & tran charges, doesn't make it fair or legal. They should reimburse us for the standby electricity that they billed us for if they get to keep that electricity or they can not charge us, they cannot charge us for something we never received, that's effectively stealing. They need to reimburse us as they did not disclose this practice of charging you for something we do not own and we are not expected to know this on our own.
Regards,
[redacted]
This account is for electric service only. The account balance is $1353.19. Between 7/2015 and 8/2015 the customer issued returned checks totaling $1385.00. The last good payment she made was $140.00 on 5/11/15. Company extended payment arrangements to the...
customer. She agreed to pay $645 by 7/10/15 followed by the current bill plus $35.00 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 normal 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 $75.00 per month is unacceptable. Due to lack of payments, broken arrangements and customer issuing bad checks, company requests a minimum payment of $1000.00 plus payment arrangements on the remaining balance. Additionally due to the returned checks, allpayments must be cash/certified funds only. Additionally, 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.
I am rejecting this response because:
I had a appt today on Nov 7 2014 between 8-12 pm pseg didn't show up to move my meters outside. And my meters...
supposed to read today .like for someone to contact me to make another appt. Its crazy they can come out and shut your power off but can't come change the meters. .and this is a must !!
A Technician went to Mr. [redacted]’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 followed-up with 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. [redacted]’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.
Complaint: [redacted]
I am rejecting this response because:PSEG's response is misleading and inaccurate:1. PSEG technician did came on 9/23 around 9 AM to inspect the electric room, and immediately determined that meters in some units are mistakenly connected to other units, meaning the meter readings are swapped. However, no action was performed at that time, because the technician need to consult his manager due to the scale of the problem.2. I'm unaware that PSEG came again to do further fixings/inspections. And I doubt that PSEG would come on the same day (9/23) to do anything.3. The problem is mostly due to wrongly connected meters to apartment units rather than fast meter reading.4. After I updated Revdex.com on the situation last Friday (9/23), I was contacted by a apparently displeased PSEG customer service personnel, questioning me about my contacting Revdex.com again.In sum, PSEG's response is inaccurate and diplomatic in nature, which doesn't address my case at all. I hope that PSEG can provide a specific time that they can solve the problem. Last but not least, this problem would likely affect multiple apartments in my building. Please let me know if you hear about any similar complaints. One voice is weak, but a group's voice is strong enough to shake the Utility Monopoly.Really appreciate your help
Regards,
[redacted]
The contact information provided in the initial Revdex.com inquiry included the following telephone number: ###-###-####. This incorrect number is the telephone number that company attempted to reach this customer at. This supplemental provided a corrected telephone number. Company contacted customer today and confirmed that the deposit has been waived and that the account must be kept current to avoid it being reinstated. 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] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Compaany's position remains the same. Investigation is just beginning.
Complaint: [redacted]
I am rejecting this response because:The final resolution is still pending.PSE&G technician came and did the reassessment. The heating coil was mailed to my house. The repair (coil replacement) is scheduled for April 22, 2016.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
My air conditioner was broken, which the apartment complex fail to fix and I rarely used the major appliances(dishwasher and washer and dryer) in the apartment.My phone is in working condition. I did not receive any calls from them nor did they leave a message.
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]