Complaint: [redacted]
I am rejecting this response because: PSE&G did not notified me by mail about the final bill. I reach out to PSE&G in July or August 2014 to let them know my new address in Millville NJ to send the final bill. Also my cellular number has been the same since 2009. If PSE&G tried to get in contact with me the other day, why their representative did not leave a voice messeage. PSE&G is making excuses and need to clarified the reason why this bill was so high. For thirteen months PSE&G was bIlliing me estimated bills until March 2014 PSE&G decided to get in contact with landlord to get an actual reading from the meter reader. Which I didn't learn about this until May or June of 2014. This bill would not have been this high if their employees has been doing their job properly. I don't have any hard feelings toward PSE&G and hopefully we can resolve this problem the correct way.
Regards,
[redacted]
Company will forward to the customer a copy of the consumption history. The amount billed to this customer is based on the customer's own consumption history. Company extended an offer to this customer to reduce the bill by twenty-five percent and to give her a long term payment arrangement on the balance of the account. Customer’s request for company to waive fifty percent of the bill is declined. Company’s offer remains the same.
The company completed a meter change on 9/23/2016 so that the removed meter can be tested for accuracy. Once the meter is tested and the results are available, customer will be advised of the results. It the meter tests fast, the account will be adjusted/credited accordingly.
Customer Relations contacted [redacted] on 7/23/15 and left a message on her voicemail at 4:20pm. In review of her account, there was a balance of $2589 that was transferred to [redacted] account in May. This amount was from bill from our Revenue Integrity Dept (RID) for energy diversion...
that took place in 2012. The customer was billed $2714 and made a payment arrangement. She paid $125 but then stopped making payments. The remaining unpaid balance was ultimately transferred to the active account for [redacted] in May 2015. The company can offer another payment arrangement on the active account if she so desires, but the balance is correct. I will discuss all with the customer when the call is returned. If she has any specific questions regarding the RID investigation or findings, she can also speak to them directly regarding same.
Complaint: [redacted]
I am rejecting this response because: a "public service" isn't spraying a 50k car with gravel, resulting in $1k worth of damage. Will be proceeding with other options.
Regards,
[redacted]
Spoke with customer on 1/20/16 and advised customer that at this time company will waive the deposit as a courtesy. Customer has been at this location since account was established the account was in her husbands name until he passed away. Previous was in good standing. the...
When the customer spoke with Customer Relations on 12/15/2016 it was understood that the company would accept $500.00 and would extend a payment arrangement on the remaining balance. To date the payment has not been made. The last two checks issued by the customer have been returned unpaid by the bank. The last good payment on this account was a $100.00 payment on 6/21/2016, close to seven months ago. The company also confirmed with the customer that there is no medical equipment at the premises and therefore the account has not be assigned a medical designation, which is reserved for life sustaining medical equipment only. Additionally, customer was to fax medical information directly to this office for review and follow up; she has not provided any documentation. On 12/22/2016 customer spoke with the Collections Department and stated she would pay $962.00 on 12/23/2016; she did not make that payment. We reached out to this customer again today. She was unable to talk at the time advised us that she will call us back in two minutes; she has not yet returned the call. When she calls back she will be advised to provide proof of her hardship. Once she does that the company will accept a good faith payment from her and will extend a twelve month payment arrangement on the account as part of the Winter Termination Program. Customer's payments are required to be cash and/or certified funds only.
I can confirm that the customer was originally signed up for service in the wrong account at his current address. This was corrected on July 2 and the $130 payment was transferred to the correct account on July 9. The new account was created backdated to 5/9/2015. Electric charges through June...
8 were $96.84 (528 kw) chareges June to July were $157.22 (820 kw) Bills at the new address do appear higher than at the customers previous address. I have issued an investigation to rule out the possibility of crossed meters or diversion of service. The calls between the customer and our customer service personell will be reviewed by supervisors and handled internally. Attached email was sent to the customer 7/21
I am rejecting this response because:
As of 8:15pm 10/21/2014 I still do not have any gas and electric service. As informed by the customer relations rep I got an electrician to come fix the issue on 10/20/14 (and it was reported to the rep that the issue was fixed). As the representative mentioned the gas services were restored to a certain degree. The construction team reported to the house on the day that the representative responded. They updated the system so that construction would not be needed again, this construction cost $200 dollars which I have been billed for. The gas service was not turned on because the electric service had to be on as well to avoid any additional hazard. When it was reported to the representative on 10/20 during the afternoon that the electrician fixed the issue the rep submitted the report to send the teams out to restore the service. The representative said it should be restored that day or by the next afternoon (which would have been today early afternoon). I personally called pseg customer service since the rep was not in the office by the time I got out of work, I was informed that they did not know when a team would be there to restore the service. They could only inform me that the order was in. I am unsatisfied for being billed the $200, unsatisfied that between me and my boyfriend we have had to miss numerous days from work to attempt to solve the problem and wait for pseg to come to restore the service and still have no electricity and gas, and I am unsatisfied that there seems to be no urgency in a team coming to restore the service.As I was informed that I needed an electrician (since I was never informed initially at all when the service was disconnected, I was never informed until after repeated attempts to find out what was wrong) I got one with urgency so that all my services were restored without hazard. Yet I still have no service, have missed days at work (to allow entrance into the residence when the teams come, yet they still havent and cant determine an exact day which they will be there), and am stuck with a bill. My boyfriend has been handling talking to the customer relations rep because his job is a little more flexible with him missing days. Neither of us can afford to continue to miss days from work to wait at home for no one to come.
Account records verify: Account records verify:12/22/15 the customer was advised to go to the CSC to apply for service because the SS number he provided did not match his name. 1/5/2015 the tenant/customer at that time went to the Customer Service Center to advise PS that she would be...
moving out which resulted in [redacted] initial account being reversed/cancelled since the actual tenant had not moved out. 2/19/2015 [redacted]’ account was established with a date of 1/5/2015.The mailing address was recorded as [redacted] rather than [redacted]. As such, the bills were forwarded to the incorrect address. The service was interrupted for non-payment on 6/2/15. Customer made the required payment and the service was restored. Since it is not uncommon for a customer’s mailing address to be different than the service address, customer was unaware that the customer was not receiving his bills. Company was made aware that customer had not received a bill on 6/1/2015, after the service was interrupted. Company spoke with the customer today regarding his claims. Customer also has a high bill issue with the estimated 5/2015 electric bill. Company advised the customer that we will put a hold on that bill and cancel the payment arrangement he made on the bill balance. Once the customer receives his 6/2015 bill and the estimate is corrected, he will contact me directly to establish a new payment arrangement. Customer has my direct contact information for follow up. Customer’s request to have the account credited is denied.
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.
Customer Relations spoke to Ms. [redacted] again on 10/5. PSE&G did in fact send notices to the customer at her Millville, NJ address and we will forward copies of those letters to Ms. [redacted] via email at [redacted], per her request. Regarding the issue with estimated reads - those concerns were not included in her original inquiry to the Revdex.com. She indicated that her meter had been estimated for about 13 months and she did not it, becuase she would just look to see how much was owed and paid the bill. Per Ms. [redacted], the landlord finally provided access and we got an actual reading and billed for the additional usage, which is what she said resulted int he high bill. I advised the customer that I review the finaled account and provide her with whatever information is available regarding the number of months she was estimated, etc. and send it via email as well. Customer is satisfied with this response at this time and will contact me directly after receiving the email if she has further questions.
[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]
[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.]
I did spoke with someone and they said they are looking into it future after a Second call from the company. I hope they will find the mishaps and correct 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]
This account was established as of 12/7/2010. The account was established with estimated gas and electric reads which is company policy, unless the customer requests actual reads. The gas consumption was estimated through 5/19/2016. However, from the active date through...
4/21/2015 the consumption was estimated at “0” – the estimated index remained at 5136 which means the customer was only billed for the monthly service fee (approximately $5.84) and not for any consumption during this time period. The electric consumption was also estimated through 5/19/2016. From the active date through 8/18/2011, the customer was estimated at zero consumption – the estimated index remained at 57846. During this time period the customer was only billed for the monthly service fee (approximately $2.50. Once the actual reads were obtained on 6/20/2016, the account was rebilled; the account balance is $9095.01. This represents more than five years of consumption/billing at an average of $137.00 per month. Customer does not say when the property was sold but it would appear that once it was sold, PSE&G was given access to the meters so that they could be read. Monthly bills forwarded to the customer during the specific time periods as stated verified for the customer that she was not being billed for gas/electric consumption. Company attempted to reach this customer today but was unable to reach her. We did leave a voicemail message for the customer, asking her to return our call. When the customer returns our call we will review the billing with her and also offer to have the meters changed and tested which is company policy. Company will also extend a long-term payment arrangement to the customer. Customer was provided with direct contact information to Customer Relations for this matter.
Our Claims Dept advised that they contacted [redacted] on 5/22 and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-4 months and involves many departments therefore will take some time to investigate. They verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is complete. Customer Relations contacted [redacted] again today 5/29. He was not able to speak and asked that I contact his son [redacted] which I did and left a message.
Complaint: [redacted]
I am rejecting this response because:
There is no explanation of how PSEG come up with the bill. They based it on history which we don't have a copy of and how they calculated it. I asked for a copy but they sent me a copy of the last year but not the bills that they based my billed amount from. Our electric consumption varies and we go on vacation too. If they can further decrease the amount, we will settle to pay. We can't afford to pay that they are billing us.
Regards,
[redacted]
I called the customer on 2/2/15 and left a message at 2:15pm. REview of the account does show that the customer's Equal Payment Plan for the current month did increase to $345 - up from the $158 previously noted as of Oct 2014. We will work with Billing Dept to determine reason for...
increase and discuss any resolution/revisions to be made. I will also discuss all with the customer when the call is returned.
The service at the location was cut at the pole. At the time of the cut, Floors 1 and 3 were Unknown accounts and Floor 2 was delinquent and listed as a 30 day card. Company was refused access by the tenants who were not entitled to the service. I spoke with the LL,...
[redacted], today and explained the situation to him. He expressed that the 3rd floor tenant has been out for about 4 – 5 months now (evicted) and he is in the process of evicting the Floor 2 tenant as well. LL, who has a house account here was advised to contact the company when tenants are evicted/move out and request service be turned off. He understands and thanked me for calling and explaining it all to him.
Customer Relations has referred this to management for the Appliance Repair division and requested that the appropriate supervisor familiar with the customer's situation/service visits contact him to discuss his concerns with the service visits and his request for reimbursement for the contractor...
charges. Customer Relations received confirmation that the customer was contacted and a message left. They will follow up again today, 2/2/17 with the hopes of speaking with the customer directly to amicably resolve the issue.
Complaint: [redacted]
I am rejecting this response because: PSE&G did not notified me by mail about the final bill. I reach out to PSE&G in July or August 2014 to let them know my new address in Millville NJ to send the final bill. Also my cellular number has been the same since 2009. If PSE&G tried to get in contact with me the other day, why their representative did not leave a voice messeage. PSE&G is making excuses and need to clarified the reason why this bill was so high. For thirteen months PSE&G was bIlliing me estimated bills until March 2014 PSE&G decided to get in contact with landlord to get an actual reading from the meter reader. Which I didn't learn about this until May or June of 2014. This bill would not have been this high if their employees has been doing their job properly. I don't have any hard feelings toward PSE&G and hopefully we can resolve this problem the correct way.
Regards,
[redacted]
Company will forward to the customer a copy of the consumption history. The amount billed to this customer is based on the customer's own consumption history. Company extended an offer to this customer to reduce the bill by twenty-five percent and to give her a long term payment arrangement on the balance of the account. Customer’s request for company to waive fifty percent of the bill is declined. Company’s offer remains the same.
The company completed a meter change on 9/23/2016 so that the removed meter can be tested for accuracy. Once the meter is tested and the results are available, customer will be advised of the results. It the meter tests fast, the account will be adjusted/credited accordingly.
Customer Relations contacted [redacted] on 7/23/15 and left a message on her voicemail at 4:20pm. In review of her account, there was a balance of $2589 that was transferred to [redacted] account in May. This amount was from bill from our Revenue Integrity Dept (RID) for energy diversion...
that took place in 2012. The customer was billed $2714 and made a payment arrangement. She paid $125 but then stopped making payments. The remaining unpaid balance was ultimately transferred to the active account for [redacted] in May 2015. The company can offer another payment arrangement on the active account if she so desires, but the balance is correct. I will discuss all with the customer when the call is returned. If she has any specific questions regarding the RID investigation or findings, she can also speak to them directly regarding same.
Complaint: [redacted]
I am rejecting this response because: a "public service" isn't spraying a 50k car with gravel, resulting in $1k worth of damage. Will be proceeding with other options.
Regards,
[redacted]
Spoke with customer on 1/20/16 and advised customer that at this time company will waive the deposit as a courtesy. Customer has been at this location since account was established the account was in her husbands name until he passed away. Previous was in good standing. the...
password has also been removed form the account.
When the customer spoke with Customer Relations on 12/15/2016 it was understood that the company would accept $500.00 and would extend a payment arrangement on the remaining balance. To date the payment has not been made. The last two checks issued by the customer have been returned unpaid by the bank. The last good payment on this account was a $100.00 payment on 6/21/2016, close to seven months ago. The company also confirmed with the customer that there is no medical equipment at the premises and therefore the account has not be assigned a medical designation, which is reserved for life sustaining medical equipment only. Additionally, customer was to fax medical information directly to this office for review and follow up; she has not provided any documentation. On 12/22/2016 customer spoke with the Collections Department and stated she would pay $962.00 on 12/23/2016; she did not make that payment. We reached out to this customer again today. She was unable to talk at the time advised us that she will call us back in two minutes; she has not yet returned the call. When she calls back she will be advised to provide proof of her hardship. Once she does that the company will accept a good faith payment from her and will extend a twelve month payment arrangement on the account as part of the Winter Termination Program. Customer's payments are required to be cash and/or certified funds only.
I can confirm that the customer was originally signed up for service in the wrong account at his current address. This was corrected on July 2 and the $130 payment was transferred to the correct account on July 9. The new account was created backdated to 5/9/2015. Electric charges through June...
8 were $96.84 (528 kw) chareges June to July were $157.22 (820 kw) Bills at the new address do appear higher than at the customers previous address. I have issued an investigation to rule out the possibility of crossed meters or diversion of service. The calls between the customer and our customer service personell will be reviewed by supervisors and handled internally. Attached email was sent to the customer 7/21
I am rejecting this response because:
As of 8:15pm 10/21/2014 I still do not have any gas and electric service. As informed by the customer relations rep I got an electrician to come fix the issue on 10/20/14 (and it was reported to the rep that the issue was fixed). As the representative mentioned the gas services were restored to a certain degree. The construction team reported to the house on the day that the representative responded. They updated the system so that construction would not be needed again, this construction cost $200 dollars which I have been billed for. The gas service was not turned on because the electric service had to be on as well to avoid any additional hazard. When it was reported to the representative on 10/20 during the afternoon that the electrician fixed the issue the rep submitted the report to send the teams out to restore the service. The representative said it should be restored that day or by the next afternoon (which would have been today early afternoon). I personally called pseg customer service since the rep was not in the office by the time I got out of work, I was informed that they did not know when a team would be there to restore the service. They could only inform me that the order was in. I am unsatisfied for being billed the $200, unsatisfied that between me and my boyfriend we have had to miss numerous days from work to attempt to solve the problem and wait for pseg to come to restore the service and still have no electricity and gas, and I am unsatisfied that there seems to be no urgency in a team coming to restore the service.As I was informed that I needed an electrician (since I was never informed initially at all when the service was disconnected, I was never informed until after repeated attempts to find out what was wrong) I got one with urgency so that all my services were restored without hazard. Yet I still have no service, have missed days at work (to allow entrance into the residence when the teams come, yet they still havent and cant determine an exact day which they will be there), and am stuck with a bill. My boyfriend has been handling talking to the customer relations rep because his job is a little more flexible with him missing days. Neither of us can afford to continue to miss days from work to wait at home for no one to come.
Account records verify: Account records verify:12/22/15 the customer was advised to go to the CSC to apply for service because the SS number he provided did not match his name. 1/5/2015 the tenant/customer at that time went to the Customer Service Center to advise PS that she would be...
moving out which resulted in [redacted] initial account being reversed/cancelled since the actual tenant had not moved out. 2/19/2015 [redacted]’ account was established with a date of 1/5/2015.The mailing address was recorded as [redacted] rather than [redacted]. As such, the bills were forwarded to the incorrect address. The service was interrupted for non-payment on 6/2/15. Customer made the required payment and the service was restored. Since it is not uncommon for a customer’s mailing address to be different than the service address, customer was unaware that the customer was not receiving his bills. Company was made aware that customer had not received a bill on 6/1/2015, after the service was interrupted. Company spoke with the customer today regarding his claims. Customer also has a high bill issue with the estimated 5/2015 electric bill. Company advised the customer that we will put a hold on that bill and cancel the payment arrangement he made on the bill balance. Once the customer receives his 6/2015 bill and the estimate is corrected, he will contact me directly to establish a new payment arrangement. Customer has my direct contact information for follow up. Customer’s request to have the account credited is denied.
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.
Customer Relations spoke to Ms. [redacted] again on 10/5. PSE&G did in fact send notices to the customer at her Millville, NJ address and we will forward copies of those letters to Ms. [redacted] via email at [redacted], per her request. Regarding the issue with estimated reads - those concerns were not included in her original inquiry to the Revdex.com. She indicated that her meter had been estimated for about 13 months and she did not it, becuase she would just look to see how much was owed and paid the bill. Per Ms. [redacted], the landlord finally provided access and we got an actual reading and billed for the additional usage, which is what she said resulted int he high bill. I advised the customer that I review the finaled account and provide her with whatever information is available regarding the number of months she was estimated, etc. and send it via email as well. Customer is satisfied with this response at this time and will contact me directly after receiving the email if she has further questions.
[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]
[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.]
I did spoke with someone and they said they are looking into it future after a Second call from the company. I hope they will find the mishaps and correct 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]
This account was established as of 12/7/2010. The account was established with estimated gas and electric reads which is company policy, unless the customer requests actual reads. The gas consumption was estimated through 5/19/2016. However, from the active date through...
4/21/2015 the consumption was estimated at “0” – the estimated index remained at 5136 which means the customer was only billed for the monthly service fee (approximately $5.84) and not for any consumption during this time period. The electric consumption was also estimated through 5/19/2016. From the active date through 8/18/2011, the customer was estimated at zero consumption – the estimated index remained at 57846. During this time period the customer was only billed for the monthly service fee (approximately $2.50. Once the actual reads were obtained on 6/20/2016, the account was rebilled; the account balance is $9095.01. This represents more than five years of consumption/billing at an average of $137.00 per month. Customer does not say when the property was sold but it would appear that once it was sold, PSE&G was given access to the meters so that they could be read. Monthly bills forwarded to the customer during the specific time periods as stated verified for the customer that she was not being billed for gas/electric consumption. Company attempted to reach this customer today but was unable to reach her. We did leave a voicemail message for the customer, asking her to return our call. When the customer returns our call we will review the billing with her and also offer to have the meters changed and tested which is company policy. Company will also extend a long-term payment arrangement to the customer. Customer was provided with direct contact information to Customer Relations for this matter.
Our Claims Dept advised that they contacted [redacted] on 5/22 and advised that his claim is still under investigation and that it may take some time because this issue took place over the span of 3-4 months and involves many departments therefore will take some time to investigate. They verified we are in fact looking into this however the investigation is still ongoing and we will advise him of our position and findings once our investigation is complete. Customer Relations contacted [redacted] again today 5/29. He was not able to speak and asked that I contact his son [redacted] which I did and left a message.
Complaint: [redacted]
I am rejecting this response because:
There is no explanation of how PSEG come up with the bill. They based it on history which we don't have a copy of and how they calculated it. I asked for a copy but they sent me a copy of the last year but not the bills that they based my billed amount from. Our electric consumption varies and we go on vacation too. If they can further decrease the amount, we will settle to pay. We can't afford to pay that they are billing us.
Regards,
[redacted]
I called the customer on 2/2/15 and left a message at 2:15pm. REview of the account does show that the customer's Equal Payment Plan for the current month did increase to $345 - up from the $158 previously noted as of Oct 2014. We will work with Billing Dept to determine reason for...
increase and discuss any resolution/revisions to be made. I will also discuss all with the customer when the call is returned.
The service at the location was cut at the pole. At the time of the cut, Floors 1 and 3 were Unknown accounts and Floor 2 was delinquent and listed as a 30 day card. Company was refused access by the tenants who were not entitled to the service. I spoke with the LL,...
[redacted], today and explained the situation to him. He expressed that the 3rd floor tenant has been out for about 4 – 5 months now (evicted) and he is in the process of evicting the Floor 2 tenant as well. LL, who has a house account here was advised to contact the company when tenants are evicted/move out and request service be turned off. He understands and thanked me for calling and explaining it all to him.
Customer Relations has referred this to management for the Appliance Repair division and requested that the appropriate supervisor familiar with the customer's situation/service visits contact him to discuss his concerns with the service visits and his request for reimbursement for the contractor...
charges. Customer Relations received confirmation that the customer was contacted and a message left. They will follow up again today, 2/2/17 with the hopes of speaking with the customer directly to amicably resolve the issue.