Customer Relations contacted Mr. [redacted] on 10/5 and left a message at 11:25am. The customer is requesting an ERT meter at the location he will be moving to next month, which will ensure actual reads the meter. In addition, the customer is asking for a final reading on his current...
address when he closes that account and an actual reading at his new residence when he moves. Customer Relations will work to accommodate those requests. When he calls to close the account, he can request an actual reading be done. He can also request an actual reading at the new location, but access must be available to the meters and he may want to call a few days prior to the actual closing of the account to schedule. Customer Relations will also coordinate the installation of the ERT meter once he has moved into his new address. Will discuss all with the customer when the call is returned.
PSEG Customer Relations attempted to reach the customer on 6/11 and 6/12 and left messages on both occassions. In review of [redacted] account, I can confirm that Mr. Raymond is a PSEG employee and he was contacting [redacted] to schedule an appointment to gain access to read his...
meter. The meter has not been read in 60 months and it is important that we have access in order to obtain an actual reading. The notes on the account indicate that an appointment has been set up for 6/16 to have the meter read. Regarding [redacted] concern on how the call was handled and accusations he says were made towards him, I will escalate to management to have them review the matter and address any gaps in customer service, etc., appropriately. Once I am able to speak to [redacted] I will review all of this information with him. I will also extend my apologies on behalf of the company for the way in which he was spoken to and/or in how the call itself was handled.
THE CUSTOMERS ACCOUNT HAS BEEN ADJUSTED TO REFLECT A FINAL DATE OF 9/25/14. ANY SUBSEQUENT HAS BEEN REVERSED AND BILLED TO THE PROPERTY MANAGEMENT COMPANY. VOICE MAIL MESSAGE WAS LEFT FOR CUSTOMER 10/31/14 CONFIRMING THAT HIS ACCOUNT HAS BEEN ADJUSTED.
Customer Relations was able to speak to Mr. [redacted] directly on 7/21 and he explained that there is a discrepancy between the credit amount. He says he spoke to an Appliance Repair Supervisor back in June who said he would refund the full amount. I advised Mr. [redacted] that I would have the supervisor contact him directly to hopefully clarify that conversation and resolve amicably. Customer was agreeable to same.
[redacted]' balance is $764.86. The notice amount is $660.46. The most recent payment was received on 11/11/15 in the amount of $40. A payment for $40 was returned on 10/28/15. There have been two broken Deferred Payment Arrangements (DPA) over the last 12 months. A...
Customer Relations Consultant spoke with [redacted] on 11/23/15. [redacted] stated that he is seeking assistance from OEO. [redacted] confirmed that he can pay $40 by 12/4/15. A DPA was made for $60/month plus current for 12 months starting on 1/4/16. [redacted] also stated that he has a high bill concern. PSE&G will change [redacted]' electric meter on 12/2/15 and then test the meter for accuracy. If the meter is tested to be running fast, [redacted]' account will be credited accordingly. Regardless of the outcome, a meter test results letter will be mailed to [redacted] for his records. [redacted] is satisfied.
Revdex.com, spoke with agent and he is looking into operational details, all issues have been resolved on a consumers level
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Customer Relations attempted to reach the customer on 12/23 and 12/24 and left messages each time with contact information to return the call. Review of the account shows that the customer's service was turned on 12/22/15. Will confirm all with the customer when the call is...
returned. In addition, the calls the customer made between 12/18 and 12/22 will be reviewed and any gaps in customer service, policy or process will be addressed with management.
Customer received a final bill in the amount of $48.68 for her previous address at [redacted] This was based upon an estimated reading for both gas and electric. Her concerns were forwarded onto our billing team to determine if any adjustment was warranted. The customer moved out...
on 4/30/15 which created a 15 day bill. For the gas, they were billed 15.878 Therms in 15 days. When we looked at the prior month, before the move out, that was a 30 day bill. It was for 39.166. The prior year, same month, it was billed for 39.054. This proves that it all falls very close. On the electric, the move out reading was billed for 15 days at 199 KWHR. The prior year, same month, it was billed for 392 KWHR for 30 days. Therefore, our system estimated for about half when it did the move out compared to the prior year. The last 30 day bill the customer received before the move out on electric was an estimate for 400 KWHR. The prior year, same month, it was billed for 379 KWHR. This is also very close. The customer was contacted on Thurs., 5/29 to discuss the fact that looking back at our historical usage information and comparing, billing feels that the system's logic estimated correctly and that there is no adjustment warranted. However, customer was informed that out of good customer relations/one time credit, we will issue a $25 credit (customer requested this in the form of a check). Customer was satisfied with the resolution.
In accordance with company's response to customer initial Revdex.com inquiry, the customer will not be billed again in June. Customer's most recent bill is his May bill. His June 2017 bill has not been generated yet. Company left a voicemail message for the customer on his voicemail he customer will not be billed for the charge in question on her his June 2017 invoice. The billing will start up again in July.Company attempted to reach the customer today but we were unable to do so. A voicemail message was left for the customer advising confirming our prior telephone conversation and the above information. He was also provided with direct contact information to follow up with us.
The investigation confirmed that there was a shut off order on this account due to its delinquency. On the date that the service was shut off for non-payment, the account balance was $1,146.70 with $896.68 being past due. Customer’s October 2016 invoice/bill stated that “$896.08 must be...
paid by October 24, 2016 or service may be shut off.” When payment was not received by October 24th, a shut off order was generated. Account records confirm the gas service was shut off on October 29th at approximately 11:45 a.m. It appears that the customer made her payment online on October 28th but there was a delay in it actually posting to the account. Additionally, due to a system error the account information did not update accordingly and did not show that the gas service had in fact been interrupted. This is why company reps reviewing the account after the shut off did not know the gas was shut off. CS Reps are not required to provide their work location to the customer. A PSE&G technician responded to the customer’s no gas call and confirmed that the gas service was shut off; this was on October 29th at 11:35 p.m. Because of the hour, the customer was advised that it would the next morning before the service would be restored. The reconnect order was completed on October 30, 2016 at 11:11 a.m.We left a voicemail message for this customer to return our call (directly) to discuss this matter further. Company will extend a $25.00 credit to this customer’s account in the interest of good customer’s relations, once we have spoken with the customer.
[redacted] was assessed a security deposit of $114 due to existing poor creditworthiness. She was contacted on 7/8 and as a one time only courtesy and out of good customer relations, her security deposit was waived in full. The account must remain in good standing, in order to avoid a future...
security deposit assessment. Her original balance (including the security deposit of $114) was $137.56. After it was waived, the balance was brought down to $23.56.
A service tech performed a leak test for the customer's air conditioner system. A Freon leak was found in the A-coil and the tech informed the customer that he would set up an estimate to replace the A -coil. Since PS does not replace A-coils alone, a working inspector arrived and provided the...
customer with an estimate to replace the air conditioner system. This confusion was addressed by appliance service management. A tech returned to the customer's home on 6/21, vacuumed the system, closed the coil box and charged the system with Freon. It was explained to the customer that without fixing the leak the Freon was going to leak out again. He agreed. The customer is going to find a dealer that would replace the A-coil for him. The appliance service supervisor gave the customer no guarantee as to how long the system would run and he agreed that what we were doing for him was all that could be done, short of the A-coil replacement.
Customer was correct that November balance was $276.45 but is not including the December charges of $135.07 which, after Universal Service Fund (USF) assistance credit of $72.33 brought the balance to $339.19. The $200 payment posted after the December bill was issuedJanuary charges were $220.16...
bringing the balance to $559.35. The $200 payment brought the current balance to $359.35 Customers USF assistance credit expired on 1/7 customer needs to reapply. A voice mail message was left for the customer 1/19 2:20 pm explaining the above and leaving my contact # for questions. See attached spreadsheet.
PSE&G supplies this customer with electric service only and the customer has electric heat. Billing is as follows: 12/2014 - $112.241/2015 - $98.612/2015 - $281.893/2015 - $231.41 Customer’s check in the amount of $112.24 issued on...
1/12/2015 was returned unpaid by the bank. As the result the 1/2015 bill balance was $210.85. The 2/2015 and 3/2015 bills were higher than normal due to the extreme weather. As was recorded and reported in the news, 2/2015 was one of the coldest ever recorded. This customer’s February billing period is 1/15/15 – 2/13/15 and March’s billing period is 2/13/15 – 3/17/15. Both months include about two weeks of the extreme weather in February. Company left a voicemail message for this customer advising her that we attempted to reach her after receiving notice of her Revdex.com inquiry and advising that we will provide the above information to the Revdex.com. Customer’s request for a credit is denied. Customer can contact company if she would like to have her meter changed and tested.
Mr. [redacted] was contacted the same day the case was received from the Revdex.com, by the specific meter reading Supervisor. A voicemail was left for Mr. [redacted] to schedule ERT’s for both the gas and electric meters at his house. We will look to work with this customer on scheduling a convenient...
timeframe in which the ERTs can be installed. If we get a time frame for access, we will also look to combine both meter changes on the same day to better assist this customer. The meter reading Supervisor's direct contact information was left in the message and we will schedule an appointment upon hearing back from the customer.
Customer Relations contacted the customer on 2/3/16 - the customer indicated she was at work and requested that I call back after 4pm. I again tried to reach the customer at 4:10pm and left a message on her voicemail with my contact information. Review of this account finds that the...
customer did make a payment on 2/2/16 of $130 and a reconnection order was issued. The service was restored, per our records between 6:20 - 6:30pm that same day (2/3/16). The company has 12hrs by which to complete reconnections for non-payment and the company was within that timeframe. When the call is returned, I will review everything with the customer and answer any additional questions or concerns she may have.
IN RESPONSE TO CUSTOMER'S HIGH BILL INQUIRIES WITH THE BPU, COMPANY PREVIOUSLY ATTEMTPED TO REACH THIS CUSTOMER ON 8/26/15 TO SCHEDULED A METER CHANGE AND TEST. WE SPOKE WITH A FEMALE WHO AGREED TO GIVE THE CUSTOMER OUR MESSAGE TO RETURN OUR CALL. THERE WAS NO RESPONSE TO THAT...
MESSAGE. COMPANY ATTEMPTED TO REACH THE CUSTOMER ON 9/9/15 AND AGAIN LEFT A MESSAGE FOR A RETURN CALL. THERE WAS NO RESPONSE TO THIS MESSAGE.COMPANY SPOKE WITH THE CUSTOMER TODAY AND AN ELECTRIC METER CHANGE HAS BEEN SCHEDULED FOR 10/1/15 IN THE AFTERNOON. THE REMOVED METER WILL BE TESTED AT THE EARLIEST OPPORTUNITY AND CUSTOMER WILL BE PROVIDED WITH THE RESULTS.
Customer Relations attempted to reach the customer on 04/02/15 and left a message at 12:05pm. Review of the situation indicates that the meter was scheduled to be installed yesterday 4/1/15. Will confirm all with customer when the call is returned and address any other questions or...
[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: My household only two people live here, my son and I; the gas its coming too high, as well as the electric bill. I do not cook every day, if cooking I cook enough for 2 days, sometimes 3. Most of the time we're not at home, so I cannot understand why the gas bill comes to high. During night most of the lights are off, to prevent the electric goes up.
Regards,
[redacted]
Customer Relations contacted Mr. [redacted] on 10/5 and left a message at 11:25am. The customer is requesting an ERT meter at the location he will be moving to next month, which will ensure actual reads the meter. In addition, the customer is asking for a final reading on his current...
address when he closes that account and an actual reading at his new residence when he moves. Customer Relations will work to accommodate those requests. When he calls to close the account, he can request an actual reading be done. He can also request an actual reading at the new location, but access must be available to the meters and he may want to call a few days prior to the actual closing of the account to schedule. Customer Relations will also coordinate the installation of the ERT meter once he has moved into his new address. Will discuss all with the customer when the call is returned.
PSEG Customer Relations attempted to reach the customer on 6/11 and 6/12 and left messages on both occassions. In review of [redacted] account, I can confirm that Mr. Raymond is a PSEG employee and he was contacting [redacted] to schedule an appointment to gain access to read his...
meter. The meter has not been read in 60 months and it is important that we have access in order to obtain an actual reading. The notes on the account indicate that an appointment has been set up for 6/16 to have the meter read. Regarding [redacted] concern on how the call was handled and accusations he says were made towards him, I will escalate to management to have them review the matter and address any gaps in customer service, etc., appropriately. Once I am able to speak to [redacted] I will review all of this information with him. I will also extend my apologies on behalf of the company for the way in which he was spoken to and/or in how the call itself was handled.
THE CUSTOMERS ACCOUNT HAS BEEN ADJUSTED TO REFLECT A FINAL DATE OF 9/25/14. ANY SUBSEQUENT HAS BEEN REVERSED AND BILLED TO THE PROPERTY MANAGEMENT COMPANY. VOICE MAIL MESSAGE WAS LEFT FOR CUSTOMER 10/31/14 CONFIRMING THAT HIS ACCOUNT HAS BEEN ADJUSTED.
Customer Relations was able to speak to Mr. [redacted] directly on 7/21 and he explained that there is a discrepancy between the credit amount. He says he spoke to an Appliance Repair Supervisor back in June who said he would refund the full amount. I advised Mr. [redacted] that I would have the supervisor contact him directly to hopefully clarify that conversation and resolve amicably. Customer was agreeable to same.
[redacted]' balance is $764.86. The notice amount is $660.46. The most recent payment was received on 11/11/15 in the amount of $40. A payment for $40 was returned on 10/28/15. There have been two broken Deferred Payment Arrangements (DPA) over the last 12 months. A...
Customer Relations Consultant spoke with [redacted] on 11/23/15. [redacted] stated that he is seeking assistance from OEO. [redacted] confirmed that he can pay $40 by 12/4/15. A DPA was made for $60/month plus current for 12 months starting on 1/4/16. [redacted] also stated that he has a high bill concern. PSE&G will change [redacted]' electric meter on 12/2/15 and then test the meter for accuracy. If the meter is tested to be running fast, [redacted]' account will be credited accordingly. Regardless of the outcome, a meter test results letter will be mailed to [redacted] for his records. [redacted] is satisfied.
Revdex.com, spoke with agent and he is looking into operational details, all issues have been resolved on a consumers level
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Customer Relations attempted to reach the customer on 12/23 and 12/24 and left messages each time with contact information to return the call. Review of the account shows that the customer's service was turned on 12/22/15. Will confirm all with the customer when the call is...
returned. In addition, the calls the customer made between 12/18 and 12/22 will be reviewed and any gaps in customer service, policy or process will be addressed with management.
Customer received a final bill in the amount of $48.68 for her previous address at [redacted] This was based upon an estimated reading for both gas and electric. Her concerns were forwarded onto our billing team to determine if any adjustment was warranted. The customer moved out...
on 4/30/15 which created a 15 day bill. For the gas, they were billed 15.878 Therms in 15 days. When we looked at the prior month, before the move out, that was a 30 day bill. It was for 39.166. The prior year, same month, it was billed for 39.054. This proves that it all falls very close. On the electric, the move out reading was billed for 15 days at 199 KWHR. The prior year, same month, it was billed for 392 KWHR for 30 days. Therefore, our system estimated for about half when it did the move out compared to the prior year. The last 30 day bill the customer received before the move out on electric was an estimate for 400 KWHR. The prior year, same month, it was billed for 379 KWHR. This is also very close. The customer was contacted on Thurs., 5/29 to discuss the fact that looking back at our historical usage information and comparing, billing feels that the system's logic estimated correctly and that there is no adjustment warranted. However, customer was informed that out of good customer relations/one time credit, we will issue a $25 credit (customer requested this in the form of a check). Customer was satisfied with the resolution.
In accordance with company's response to customer initial Revdex.com inquiry, the customer will not be billed again in June. Customer's most recent bill is his May bill. His June 2017 bill has not been generated yet. Company left a voicemail message for the customer on his voicemail he customer will not be billed for the charge in question on her his June 2017 invoice. The billing will start up again in July.Company attempted to reach the customer today but we were unable to do so. A voicemail message was left for the customer advising confirming our prior telephone conversation and the above information. He was also provided with direct contact information to follow up with us.
The investigation confirmed that there was a shut off order on this account due to its delinquency. On the date that the service was shut off for non-payment, the account balance was $1,146.70 with $896.68 being past due. Customer’s October 2016 invoice/bill stated that “$896.08 must be...
paid by October 24, 2016 or service may be shut off.” When payment was not received by October 24th, a shut off order was generated. Account records confirm the gas service was shut off on October 29th at approximately 11:45 a.m. It appears that the customer made her payment online on October 28th but there was a delay in it actually posting to the account. Additionally, due to a system error the account information did not update accordingly and did not show that the gas service had in fact been interrupted. This is why company reps reviewing the account after the shut off did not know the gas was shut off. CS Reps are not required to provide their work location to the customer. A PSE&G technician responded to the customer’s no gas call and confirmed that the gas service was shut off; this was on October 29th at 11:35 p.m. Because of the hour, the customer was advised that it would the next morning before the service would be restored. The reconnect order was completed on October 30, 2016 at 11:11 a.m.We left a voicemail message for this customer to return our call (directly) to discuss this matter further. Company will extend a $25.00 credit to this customer’s account in the interest of good customer’s relations, once we have spoken with the customer.
[redacted] was assessed a security deposit of $114 due to existing poor creditworthiness. She was contacted on 7/8 and as a one time only courtesy and out of good customer relations, her security deposit was waived in full. The account must remain in good standing, in order to avoid a future...
security deposit assessment. Her original balance (including the security deposit of $114) was $137.56. After it was waived, the balance was brought down to $23.56.
A service tech performed a leak test for the customer's air conditioner system. A Freon leak was found in the A-coil and the tech informed the customer that he would set up an estimate to replace the A -coil. Since PS does not replace A-coils alone, a working inspector arrived and provided the...
customer with an estimate to replace the air conditioner system. This confusion was addressed by appliance service management. A tech returned to the customer's home on 6/21, vacuumed the system, closed the coil box and charged the system with Freon. It was explained to the customer that without fixing the leak the Freon was going to leak out again. He agreed. The customer is going to find a dealer that would replace the A-coil for him. The appliance service supervisor gave the customer no guarantee as to how long the system would run and he agreed that what we were doing for him was all that could be done, short of the A-coil replacement.
Customer was correct that November balance was $276.45 but is not including the December charges of $135.07 which, after Universal Service Fund (USF) assistance credit of $72.33 brought the balance to $339.19. The $200 payment posted after the December bill was issuedJanuary charges were $220.16...
bringing the balance to $559.35. The $200 payment brought the current balance to $359.35 Customers USF assistance credit expired on 1/7 customer needs to reapply. A voice mail message was left for the customer 1/19 2:20 pm explaining the above and leaving my contact # for questions. See attached spreadsheet.
PSE&G supplies this customer with electric service only and the customer has electric heat. Billing is as follows: 12/2014 - $112.241/2015 - $98.612/2015 - $281.893/2015 - $231.41 Customer’s check in the amount of $112.24 issued on...
1/12/2015 was returned unpaid by the bank. As the result the 1/2015 bill balance was $210.85. The 2/2015 and 3/2015 bills were higher than normal due to the extreme weather. As was recorded and reported in the news, 2/2015 was one of the coldest ever recorded. This customer’s February billing period is 1/15/15 – 2/13/15 and March’s billing period is 2/13/15 – 3/17/15. Both months include about two weeks of the extreme weather in February. Company left a voicemail message for this customer advising her that we attempted to reach her after receiving notice of her Revdex.com inquiry and advising that we will provide the above information to the Revdex.com. Customer’s request for a credit is denied. Customer can contact company if she would like to have her meter changed and tested.
Mr. [redacted] was contacted the same day the case was received from the Revdex.com, by the specific meter reading Supervisor. A voicemail was left for Mr. [redacted] to schedule ERT’s for both the gas and electric meters at his house. We will look to work with this customer on scheduling a convenient...
timeframe in which the ERTs can be installed. If we get a time frame for access, we will also look to combine both meter changes on the same day to better assist this customer. The meter reading Supervisor's direct contact information was left in the message and we will schedule an appointment upon hearing back from the customer.
Customer Relations contacted the customer on 2/3/16 - the customer indicated she was at work and requested that I call back after 4pm. I again tried to reach the customer at 4:10pm and left a message on her voicemail with my contact information. Review of this account finds that the...
customer did make a payment on 2/2/16 of $130 and a reconnection order was issued. The service was restored, per our records between 6:20 - 6:30pm that same day (2/3/16). The company has 12hrs by which to complete reconnections for non-payment and the company was within that timeframe. When the call is returned, I will review everything with the customer and answer any additional questions or concerns she may have.
IN RESPONSE TO CUSTOMER'S HIGH BILL INQUIRIES WITH THE BPU, COMPANY PREVIOUSLY ATTEMTPED TO REACH THIS CUSTOMER ON 8/26/15 TO SCHEDULED A METER CHANGE AND TEST. WE SPOKE WITH A FEMALE WHO AGREED TO GIVE THE CUSTOMER OUR MESSAGE TO RETURN OUR CALL. THERE WAS NO RESPONSE TO THAT...
MESSAGE. COMPANY ATTEMPTED TO REACH THE CUSTOMER ON 9/9/15 AND AGAIN LEFT A MESSAGE FOR A RETURN CALL. THERE WAS NO RESPONSE TO THIS MESSAGE.COMPANY SPOKE WITH THE CUSTOMER TODAY AND AN ELECTRIC METER CHANGE HAS BEEN SCHEDULED FOR 10/1/15 IN THE AFTERNOON. THE REMOVED METER WILL BE TESTED AT THE EARLIEST OPPORTUNITY AND CUSTOMER WILL BE PROVIDED WITH THE RESULTS.
Customer Relations attempted to reach the customer on 04/02/15 and left a message at 12:05pm. Review of the situation indicates that the meter was scheduled to be installed yesterday 4/1/15. Will confirm all with customer when the call is returned and address any other questions or...
concerns he has at that time.
[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: My household only two people live here, my son and I; the gas its coming too high, as well as the electric bill. I do not cook every day, if cooking I cook enough for 2 days, sometimes 3. Most of the time we're not at home, so I cannot understand why the gas bill comes to high. During night most of the lights are off, to prevent the electric goes up.
Regards,
[redacted]