Our records indicate PSE&G replaced a part on 10/28/14, under contract at no cost to the customer. There were no additional service visits after that. [redacted] has never furnished a receipt for any contractor's bill. The customer has not returned my call.
I attempted to reach this customer on 1/16 @ 2:15PM & left my contact information to further discuss customer's concerns. After reviewing information here is what was found: Our records confirm that this customer resided @ previous address ([redacted]. Customer received...
a final bill in the amount of $240.31, after requesting to have this account closed. At the same time, customer established services at new address which had a balance of $3.28. In error, the customer made an online payment ande paid both the $3.28 + the $240.31 (final bill of prior address) leaving a credit $243.59 on t he new account. Subsequently, it appears there was attempt to correct this error, and a transferred credit of $156.31 was transferred back to the old account, now leaving a balance of $84 which went unpaid, and was sent to an outside Collections agency. I will provide this customer with a statement of account to provide all payments, charges made on the account as well as company will pull back $84 from outside Collections agency & put towards the new (correct) account which has a current credit balance of $113.40.
[redacted] spoke with a Collections Supervisor who accepted a payment of $200 for the reconnection of her services. The balance was set up on a 10 month payment plan for $92 plus her current bill. The reconnection order was issued on 7/23 @ 4:47PM & her services were restored on 7/24 @ 9:45am,...
which is within the 12 hour reconnection window the crew is allotted. The crew typically will work up until midnight, if they cannot get out there by that evening, their clock starts back up the next morning at 8am. Her balance at this point is $875.88 after her payment for the reconnect.
[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 will be satisfactory for me IF COMPENSATION IS PROVIDED. If not, I will be filing again.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:This complaint was closed before I was even able to speak to the company. They called me while I was away and I returned their call when I returned from vacation and have yet to hear back from them..
Regards,
[redacted]
The account at this property, prior to this customer, was an Unknown account. There was a pending shut off order on the Unknown account and it was completed on 5/5/16. The customer applied for service on Thursday, 5/5/16 at 4:28 p.m., after the electric had been turned...
off. Per his lease, he was responsible for service from 5/1/2016. The turn on order was processed and the electric was turned on as of Monday, 5/9/2016 at 2:19 p.m. This order was completed within the allotted time period. PSE&G has a seventy-two hour window (Monday through Friday) within which to turn on service(s) to new accounts.
This account is for gas and electric services. As of 6/23/16 the account balance was $753.38. The shut off notice was for $400.07, which was due immediately, plus an additional $136.08 to be paid by 7/12/16. This account carried a delinquent amount and shut off notice for...
many months. The customer paid $150.00 on 7/6/16 and the service was interrupted on 7/20/16. Company agreed to accept an additional $150 and a six month payment agreement to restore the service. The turn on order was issued 7/20/16 at 11:54. There was no one home at 6:41 p.m., at which time the order was marked completed. Because the customer was not at home, the service was left off at the breaker. A second reconnect order was issued 7/20/16 at 7:45 p.m. The turn on was completed 7/21/16 at 9:13 a.m.
The account in question is in the name of [redacted] and has an outstanding balance of $2888.10. The account was established 12/12/2010 and closed 5/24/2016. The electric service...
was shut off for non-payment on 5/3/16; the gas service remains on. On 5/10/16 [redacted] requested a utility account at this property in her name and stated that [redacted] is no longer at the location. PSE&G spoke directly with Ms. [redacted] who stated that she does in fact still reside at the location and she also stated that she could not make a payment because she is out of work. Ms. [redacted] inquired as to the amount needed to restore the service and she was advised $2300.00 is required. In cases such as this involving an unpaid balance, any person requesting new service is required to provide lease/deed, proof of prior address and ID. Ms. [redacted] has not provided any proof of a prior address. A voicemail message was left for her today, asking that she return our phone call. She will be advised again that proof of her prior address is needed or payment on the outstanding balance.
A PSE&G investigation completed on 2/22/16 confirmed a crossed meter situation existed with this customer’s account. This account was established 10/14/14 and the rebilling completed was for 10/14/14 through the 2/19/16 bill date. The adjustment was completed after the 2/2016...
bill. From 10/14/2014 through 2/19/2016 this customer was billed a total of $915.58. She should have been billed a total of $541.17. She was given a credit of $374.41 which is the difference. Company forwarded a billing summary to the customer as well, giving her a month by month breakdown as to what she was charged versus what she should have been charged. The customer paid each monthly bill except for 12/2015, 1/2016 and 2/2016; which totaled $294.34 and was the starting balance on the 3/2016 bill. The $374.41 credit was posted against the unpaid balance, leaving a credit balance of $80.07. The 3/2016 bill in the amount of $27.70 was deducted, leaving a credit balance of $52.37. The customer does not agree with this process. She believes the $294.34 should have been eliminated and that the beginning balance for 3/2016 should have been a $374.41 credit. If this was the case she would not have been charged for any consumption at all during the three month period. The customer is missing that the credit due to her for the three months in question is included in the $374.41 credit. The customer received the following credit for the three months in question: 12/2015 – Was billed $89.77 Should have been billed $23.79 Credit of $65.981/2016 - Was billed $97.67 Should have been billed $38.09 Credit of $59.582/2016 - Was billed $160.90 Should have been billed $46.98 Credit of $113.92 As shown above, customer was credited $239.48 of the $294.34 she disputes. Additionally due to a clerical error the customer actually was over-credited $88.40. On the Billing Summary forwarded to her, there were two numbers transposed which benefited the customer. The $88.40 overage was left on the account. The account balance is currently a credit of $52.37. PSE&G has attempted to reach this customer to review the billing. Customer has not yet returned our calls. When she does we will review this with her and advise that her request for a refund check in the amount of $374.41 is denied.
Customer contacted the BPU complaining that his electric service was shut-off without his knowledge. Reviewed the account and discovered that the service was ordered off by R.I.D. after reporting their finding of jumper cables on the meter and an unsafe condition due to a damaged meter pan. Customer...
was advised on 1/13/17 to contact Rep at R.I.D. before any reconnection can take place. Inspections are also required. Spoke to the customer who stated that he spoke to several company reps. Explained the condition and gave him the phone numbers of the person he needed to speak with in R.I.D.
Revdex.com PSEG - [redacted], 7/19/2016. (See also [redacted]). [redacted]. This customer complained to the BPU that we never returned her $175 deposit and wants it applied to her old Final Bill. However, an in-depth review of her account shows that it was refunded on 4/9/2012, and had been applied to...
her April 2012 bill. Because she no longer has old bills, she insist that we send her a copy. I told her that I don't think that sending her a duplicate bill from April 2012, is possible. So a statement of the old account, showing the charges and balances for the months of say, March, April, May, June is being prepared and forwarded. She wants it mailed to : ** [redacted]. F Ewell
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. The actions that were taken were satisfactory.
[redacted]
The new meter has been installed. I have been advised that it will no longer be necessary to enter the premise to read the meter. There should be no estimated bills in the future....
I was also advised that the estimates were incorrect and the actual meter reading was less than previously indicated on the statement and I should expect an adjustment on my next bill.
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 CLOSED THE ACCOUNT AS OF 4/30/2015. AT THAT TIME THERE WAS A BALANCE OF $287.55. CUSTOMER MADE PAYMENTS THROUGH8/2015 TO PAY OFF THE BALANCE. THE BALANCE WAS PAID IN FULL AS OF 8/27/2015. CUSTOMER WAS ASSESSED AND PAID A $176 DEPOSIT ON HIS ACCOUNT. ...
COMPANY WILL HAVE A REFUND CHECK PROCESSED AND FORWARDED TO THIS CUSTOMER BY THE END OF THIS WEEK
Complaint: [redacted]
I am rejecting this response because: Let me state some more fact,
For the furnace broke down issue, even after the 2nd call and agreement by another manager, the PSE&G repair person never showed up for the appointment later in the day according to my tenant. We didn't cancel the appointment (why we want to do so??? make no logical sense). In the end, we have to go through other channels to fix the no-heat issue for the tenants immediately. The reality is, after spoken with PSE&G representive for multiple times in two days, the worryfree plan was not honored from PSE&G side at all. This is a break of the worryfree contract by PSE&G which PSE&G admited for the mistake.Separately at the time of the heating issue, the PSE&G 1st representative, 1st manager, 2nd representative were all very arrogant and blamed me for not paying the monthly dues. I was not treated as a 4-year loyal customer at all. We can again see their arrogant response this time. PSE&G refuse to provide any monetory compensation by offering worthless apology. The damage was already done. PSE&G is accountable for its actions and should refund all my payments since 2011.
Regards,
[redacted]
Customer receives gas and electric services from PSE&G. The electric meter is read each month whereas the gas meter has been estimated due to no access to it on the scheduled meter reading dates. The last actual gas read on this account was obtained 12/7/2015. The...
account balance is $3363.44. Customer last paid $100.000 10/17/16. Customer has one payment arrangements established in 6/2016 which was not kept. On 10/18/16 a second payment arrangement was extended to the customer to pay $900.00 today and beginning with 11/2016 to pay current bill plus $205.00 for twelve months. If customer recently filed for bankruptcy it is not known why she did not include this debt. Company attempted to reach this customer to address her concerns but we were unable to reach her. We did leave a voicemail message for the customer to return our call and will discuss her inquiry she returns our calls. Company will update this response accordingly.
Complaint: [redacted]
I am rejecting this response because: we have always had problems with pseg... they wont accept any deposit...I offered 100 for a deposit to set up a payment plan as good faith and they couldnt. This amout is too high for us. We are never hime all day we both for 9 to 7pm...how is it that our bill is high?? We dont use the thermostats.....I want a better customer care
Regards,
[redacted]
Customer Relations contacted Mr. [redacted] on 7/1/16 and left a message for him at 11:45am. Review of the account finds it was started on an estimated index effective 8/1/15. However, there was an actual reading obtained on 7/29/15, just 2 days prior. We also adjusted the estimated start...
index to account for the 2 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.
The customer established her account on September 5, 2015. This account is for both gas and electric services. Customer’s service was shut off for non-payment on Tuesday, May 17, 2016. From its active date through May 17th, there were no payments on the account. The shut off...
action was taken after PSE&G’s many attempts to collect on the account went unanswered. Customer was advised of the delinquent account via automated calls and letters. It was only after the customer ignored those attempts that the service was then interrupted. Once the service was shut off, customer paid the required $515.55 on May 17th and the reconnect order was issued at 7:31 p.m. The technician who was assigned the job arrived at the property and made the following notes:• There was no answer at the door.• There was no answer by phone.• A CGI card was left on the door.• A message was left on the customer’s voicemail. The technicians are not prohibited from blocking the number on their company cell phones. Most do so to avoid subsequent telephone calls directly from customers for other matters. Review of the telephone call also confirms that the customer was given incorrect information when she was initially advised that the technician would be arriving between 7:30 – 8:30 a.m. the next morning. That representative has been spoken to and the correct procedures for reconnects reviewed with her. In the case of a shut off for non-payment, if the customer makes payment by 3 p.m., the service is guaranteed to be restored the same day. If it's after 3 p.m. the reconnect can occur the next day by noon time. This customer made payment at 7:31 p.m. on May 17th and her service was restored on May 18th at 9:00 a.m.With respect to emergencies, PSE&G handles gas emergencies. When a gas leak or something of this nature is called in, PSE&G dispatches a technician on an emergency basis to location, to make the situation safe.
Our records indicate PSE&G replaced a part on 10/28/14, under contract at no cost to the customer. There were no additional service visits after that. [redacted] has never furnished a receipt for any contractor's bill. The customer has not returned my call.
I attempted to reach this customer on 1/16 @ 2:15PM & left my contact information to further discuss customer's concerns. After reviewing information here is what was found: Our records confirm that this customer resided @ previous address ([redacted]. Customer received...
a final bill in the amount of $240.31, after requesting to have this account closed. At the same time, customer established services at new address which had a balance of $3.28. In error, the customer made an online payment ande paid both the $3.28 + the $240.31 (final bill of prior address) leaving a credit $243.59 on t he new account. Subsequently, it appears there was attempt to correct this error, and a transferred credit of $156.31 was transferred back to the old account, now leaving a balance of $84 which went unpaid, and was sent to an outside Collections agency. I will provide this customer with a statement of account to provide all payments, charges made on the account as well as company will pull back $84 from outside Collections agency & put towards the new (correct) account which has a current credit balance of $113.40.
[redacted] spoke with a Collections Supervisor who accepted a payment of $200 for the reconnection of her services. The balance was set up on a 10 month payment plan for $92 plus her current bill. The reconnection order was issued on 7/23 @ 4:47PM & her services were restored on 7/24 @ 9:45am,...
which is within the 12 hour reconnection window the crew is allotted. The crew typically will work up until midnight, if they cannot get out there by that evening, their clock starts back up the next morning at 8am. Her balance at this point is $875.88 after her payment for the reconnect.
[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 will be satisfactory for me IF COMPENSATION IS PROVIDED. If not, I will be filing again.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:This complaint was closed before I was even able to speak to the company. They called me while I was away and I returned their call when I returned from vacation and have yet to hear back from them..
Regards,
[redacted]
The account at this property, prior to this customer, was an Unknown account. There was a pending shut off order on the Unknown account and it was completed on 5/5/16. The customer applied for service on Thursday, 5/5/16 at 4:28 p.m., after the electric had been turned...
off. Per his lease, he was responsible for service from 5/1/2016. The turn on order was processed and the electric was turned on as of Monday, 5/9/2016 at 2:19 p.m. This order was completed within the allotted time period. PSE&G has a seventy-two hour window (Monday through Friday) within which to turn on service(s) to new accounts.
This account is for gas and electric services. As of 6/23/16 the account balance was $753.38. The shut off notice was for $400.07, which was due immediately, plus an additional $136.08 to be paid by 7/12/16. This account carried a delinquent amount and shut off notice for...
many months. The customer paid $150.00 on 7/6/16 and the service was interrupted on 7/20/16. Company agreed to accept an additional $150 and a six month payment agreement to restore the service. The turn on order was issued 7/20/16 at 11:54. There was no one home at 6:41 p.m., at which time the order was marked completed. Because the customer was not at home, the service was left off at the breaker. A second reconnect order was issued 7/20/16 at 7:45 p.m. The turn on was completed 7/21/16 at 9:13 a.m.
The account in question is in the name of [redacted] and has an outstanding balance of $2888.10. The account was established 12/12/2010 and closed 5/24/2016. The electric service...
was shut off for non-payment on 5/3/16; the gas service remains on. On 5/10/16 [redacted] requested a utility account at this property in her name and stated that [redacted] is no longer at the location. PSE&G spoke directly with Ms. [redacted] who stated that she does in fact still reside at the location and she also stated that she could not make a payment because she is out of work. Ms. [redacted] inquired as to the amount needed to restore the service and she was advised $2300.00 is required. In cases such as this involving an unpaid balance, any person requesting new service is required to provide lease/deed, proof of prior address and ID. Ms. [redacted] has not provided any proof of a prior address. A voicemail message was left for her today, asking that she return our phone call. She will be advised again that proof of her prior address is needed or payment on the outstanding balance.
A PSE&G investigation completed on 2/22/16 confirmed a crossed meter situation existed with this customer’s account. This account was established 10/14/14 and the rebilling completed was for 10/14/14 through the 2/19/16 bill date. The adjustment was completed after the 2/2016...
bill. From 10/14/2014 through 2/19/2016 this customer was billed a total of $915.58. She should have been billed a total of $541.17. She was given a credit of $374.41 which is the difference. Company forwarded a billing summary to the customer as well, giving her a month by month breakdown as to what she was charged versus what she should have been charged. The customer paid each monthly bill except for 12/2015, 1/2016 and 2/2016; which totaled $294.34 and was the starting balance on the 3/2016 bill. The $374.41 credit was posted against the unpaid balance, leaving a credit balance of $80.07. The 3/2016 bill in the amount of $27.70 was deducted, leaving a credit balance of $52.37. The customer does not agree with this process. She believes the $294.34 should have been eliminated and that the beginning balance for 3/2016 should have been a $374.41 credit. If this was the case she would not have been charged for any consumption at all during the three month period. The customer is missing that the credit due to her for the three months in question is included in the $374.41 credit. The customer received the following credit for the three months in question: 12/2015 – Was billed $89.77 Should have been billed $23.79 Credit of $65.981/2016 - Was billed $97.67 Should have been billed $38.09 Credit of $59.582/2016 - Was billed $160.90 Should have been billed $46.98 Credit of $113.92 As shown above, customer was credited $239.48 of the $294.34 she disputes. Additionally due to a clerical error the customer actually was over-credited $88.40. On the Billing Summary forwarded to her, there were two numbers transposed which benefited the customer. The $88.40 overage was left on the account. The account balance is currently a credit of $52.37. PSE&G has attempted to reach this customer to review the billing. Customer has not yet returned our calls. When she does we will review this with her and advise that her request for a refund check in the amount of $374.41 is denied.
Complaint: [redacted]
I am rejecting this response because the statement is inaccurate. See attachment.
Regards,
[redacted]
Customer contacted the BPU complaining that his electric service was shut-off without his knowledge. Reviewed the account and discovered that the service was ordered off by R.I.D. after reporting their finding of jumper cables on the meter and an unsafe condition due to a damaged meter pan. Customer...
was advised on 1/13/17 to contact Rep at R.I.D. before any reconnection can take place. Inspections are also required. Spoke to the customer who stated that he spoke to several company reps. Explained the condition and gave him the phone numbers of the person he needed to speak with in R.I.D.
Revdex.com PSEG - [redacted], 7/19/2016. (See also [redacted]). [redacted]. This customer complained to the BPU that we never returned her $175 deposit and wants it applied to her old Final Bill. However, an in-depth review of her account shows that it was refunded on 4/9/2012, and had been applied to...
her April 2012 bill. Because she no longer has old bills, she insist that we send her a copy. I told her that I don't think that sending her a duplicate bill from April 2012, is possible. So a statement of the old account, showing the charges and balances for the months of say, March, April, May, June is being prepared and forwarded. She wants it mailed to : ** [redacted]. F Ewell
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. The actions that were taken were satisfactory.
[redacted]
The new meter has been installed. I have been advised that it will no longer be necessary to enter the premise to read the meter. There should be no estimated bills in the future....
I was also advised that the estimates were incorrect and the actual meter reading was less than previously indicated on the statement and I should expect an adjustment on my next bill.
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 CLOSED THE ACCOUNT AS OF 4/30/2015. AT THAT TIME THERE WAS A BALANCE OF $287.55. CUSTOMER MADE PAYMENTS THROUGH8/2015 TO PAY OFF THE BALANCE. THE BALANCE WAS PAID IN FULL AS OF 8/27/2015. CUSTOMER WAS ASSESSED AND PAID A $176 DEPOSIT ON HIS ACCOUNT. ...
COMPANY WILL HAVE A REFUND CHECK PROCESSED AND FORWARDED TO THIS CUSTOMER BY THE END OF THIS WEEK
Complaint: [redacted]
I am rejecting this response because: Let me state some more fact,
For the furnace broke down issue, even after the 2nd call and agreement by another manager, the PSE&G repair person never showed up for the appointment later in the day according to my tenant. We didn't cancel the appointment (why we want to do so??? make no logical sense). In the end, we have to go through other channels to fix the no-heat issue for the tenants immediately. The reality is, after spoken with PSE&G representive for multiple times in two days, the worryfree plan was not honored from PSE&G side at all. This is a break of the worryfree contract by PSE&G which PSE&G admited for the mistake.Separately at the time of the heating issue, the PSE&G 1st representative, 1st manager, 2nd representative were all very arrogant and blamed me for not paying the monthly dues. I was not treated as a 4-year loyal customer at all. We can again see their arrogant response this time. PSE&G refuse to provide any monetory compensation by offering worthless apology. The damage was already done. PSE&G is accountable for its actions and should refund all my payments since 2011.
Regards,
[redacted]
Customer receives gas and electric services from PSE&G. The electric meter is read each month whereas the gas meter has been estimated due to no access to it on the scheduled meter reading dates. The last actual gas read on this account was obtained 12/7/2015. The...
account balance is $3363.44. Customer last paid $100.000 10/17/16. Customer has one payment arrangements established in 6/2016 which was not kept. On 10/18/16 a second payment arrangement was extended to the customer to pay $900.00 today and beginning with 11/2016 to pay current bill plus $205.00 for twelve months. If customer recently filed for bankruptcy it is not known why she did not include this debt. Company attempted to reach this customer to address her concerns but we were unable to reach her. We did leave a voicemail message for the customer to return our call and will discuss her inquiry she returns our calls. Company will update this response accordingly.
Complaint: [redacted]
I am rejecting this response because: we have always had problems with pseg... they wont accept any deposit...I offered 100 for a deposit to set up a payment plan as good faith and they couldnt. This amout is too high for us. We are never hime all day we both for 9 to 7pm...how is it that our bill is high?? We dont use the thermostats.....I want a better customer care
Regards,
[redacted]
Customer Relations contacted Mr. [redacted] on 7/1/16 and left a message for him at 11:45am. Review of the account finds it was started on an estimated index effective 8/1/15. However, there was an actual reading obtained on 7/29/15, just 2 days prior. We also adjusted the estimated start...
index to account for the 2 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.
The customer established her account on September 5, 2015. This account is for both gas and electric services. Customer’s service was shut off for non-payment on Tuesday, May 17, 2016. From its active date through May 17th, there were no payments on the account. The shut off...
action was taken after PSE&G’s many attempts to collect on the account went unanswered. Customer was advised of the delinquent account via automated calls and letters. It was only after the customer ignored those attempts that the service was then interrupted. Once the service was shut off, customer paid the required $515.55 on May 17th and the reconnect order was issued at 7:31 p.m. The technician who was assigned the job arrived at the property and made the following notes:• There was no answer at the door.• There was no answer by phone.• A CGI card was left on the door.• A message was left on the customer’s voicemail. The technicians are not prohibited from blocking the number on their company cell phones. Most do so to avoid subsequent telephone calls directly from customers for other matters. Review of the telephone call also confirms that the customer was given incorrect information when she was initially advised that the technician would be arriving between 7:30 – 8:30 a.m. the next morning. That representative has been spoken to and the correct procedures for reconnects reviewed with her. In the case of a shut off for non-payment, if the customer makes payment by 3 p.m., the service is guaranteed to be restored the same day. If it's after 3 p.m. the reconnect can occur the next day by noon time. This customer made payment at 7:31 p.m. on May 17th and her service was restored on May 18th at 9:00 a.m.With respect to emergencies, PSE&G handles gas emergencies. When a gas leak or something of this nature is called in, PSE&G dispatches a technician on an emergency basis to location, to make the situation safe.