Review: I received an electric bill for the month of March of $320.81. This is almost certainly the largest bill I have ever received from PSE&G by a large margin. I accessed my 13-month billing history on PSE&G's web site (that is the farthest the web site allows you to go back), and the largest bill during that period was $198.95. There is no way the March bill is accurate.
I attempted to contact PSE&G via phone for an explanation, and received an automated message that the wait time was 18 minutes. I was given the option to leave a message, and receive a call back in I believe 20 minutes. It has been more than two hours, and I have not received a call back. I have also Tweeted to @psegcares, and also received no response. There is no option to email PSE&G from their web site.
I am extremely concerned about the legitimacy of this bill for several reasons:
*I live in a small, 500-square foot studio apartment.
*I work at least 12 hours a day, meaning I am in my apartment a maximum of 12 hours a day during the week
*I am often out of town on weekends, visiting my girlfriend
*When I am out of my apartment, I turn off all electricity
*I am very conservative when using my heating unit. Even when I use my heating unit, I have it set on automatic, so it shuts off when the apartment reaches a very reasonable 69 degrees in the winter
*Aside from my heating unit, I don't use a lot of electricity when I am home. I often have a light and the tv on for the few hours I am awake, and then turn them both off before bed.
I realize this is all anecdotal, but absent any communication from PSE&G it is all I have to go on. I not only believe I am being ripped off, I am also extremely frustrated by PSE&G's lack of customer service.
Related, I will be travelling out of the country for work between 4/17 and 4/23. I will certainly do my best to assist with any correspondences during that time, but apologize if I am slow with my responses.
Thank you very much for your time and your serviceDesired Settlement: I would like PSE&G to investigate the size of this bill, and I would like the bill to be reduced significantly. There is no way my monthly bill should be this high.
Business
Response:
Account records confirm that on 4/16/15 at 5:06 p.m. customer requested a call back via the automated system. Account records also verify that company did return the customer's call on 4/16/15 at 5:28 p.m.
This is an electric only account with electric heat. The billng is based on actual reads. Customer disputes the March 2015 bill which is for the period of February 11, 2015 through March 31, 2015. The reason the consumption and billing is higher than normal is due to the extreme weather in February. As reported, February 2015 broke existing weather records with harshness. Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature. Company spoke with the customer on 4/23/15 and scheduled a meter change for 4/27/15. The meter will be tested at the earliest opportunity and customer will be provided with the meter test results. Customer understands this and is satisfied at this time
Review: On 6/21/2013 I requested my credit report w/ 3 Credit Bureaus. On one of the collection account was a bill for PSEG for $2,000 dollars. I then contacted PSE&G, they are stating I lived at the service location till DEC of 2010 when I had moved out since March of 2010. I received a final bill for the last month I was there and they are stating that "someone called and opened the account again". I tried to get the transcripts in which they can prove it was me who called and they say they don't exists. Also tried to speak to Customer service reps in Hoboken, Newark and on the phone. I have been going at it with them for 4 weeks now. I also mentioned we were evicted and the problem is my name is not on the eviction but you cant just evict a person they put a padlock on the apartment entrance. I also asked if a notarized letter from the landlord stating I didn't live their would work and they said "no".Desired Settlement: I want to pay my $275.54 bill as it was given to on April time frame.
Business
Response:
This customer is claiming that she was Evicted and moved out of [redacted] in March 2012, yet our records show that we finaled her out on 12/27/10. When asked to provide the Eviction Notice, she said that her name was not on it even though the apt and service was in her name? Attempts to contact the customer by phone failed no answer. Left her a phone message to provide proof of her move and move date. may need to reach the owner for a Notarized letter confirming her move or Eviction. She also needs to provide proof of where she moved to (Lease). These documents should be taken to our service center along with her personal ID. Informed her to call back if non-specific reasons are given for correction after presenting all requested documentation necessary.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
PSEG is claiming that they finaled me out December of 2010 yet, I have a final bill for March 2010? As per the eviction the reason Mr. [redacted] was the only one on the Eviction is because, Mr. [redacted] was getting my half of the rent and not his, so he didnt think it was fair to put us both on the eviction but he told me I had to leave. As for what was said at the customer service @ Newark NJ. It was all recorded in case, a situation like this would occur the PSEG would state that all they need was a Notarized letter from the landlord, they stated in the recording that they can not expect a notarized letter from the landlord because "ANYONE" can write the letter. The recording was done at the Newark location so it is not against NJ law. I have filed as well a complaint with BPU of New Jersey, If a letter of Mr. [redacted] need to be done and that will get accepted then we will do our part. If they also need a lease from March 2010 to December 2010 the lease will be provided just understand that it is her Grandmothers house at the time it occured. I dont understand as well why they do not have a contact for Mr. [redacted] to clear this out. The burden of proof should be on the company that provided the service to prove that I lived there. Especially after they sent me a
a Final Bill in March 2010. They claim according to the recording that someone called back to turn on the services after I cancelled it. We asked for the transcripts so they can provided proof that I called back to turn it back on. PSEG can not provide that proof. If proof of the recording is need please advice.
Regards,
Business
Response:
The company has reviewed this information numerous times with the customer. The company's position has not changed. Thank you Frank E[redacted]
Review: Customer services representatives are not begin trained to handled people accounts and take information . Pseg falsely stated they send out notices and never recieved any notices by mail ... They change billing address on.your account with out any knowledge ... This has happen on 3 different times and I would like for this company to send out notices when information as been change with out knowledgeDesired Settlement: To let me know when my account information was change without my knowledge and explain why it has happen more then once
Business
Response:
Chandra L[redacted] of Customer Relations spoke to the customer on 8/31/15. [redacted] advised that for some reason her mail address reverted back to an old address, even though she had been receiving her bills at the right address for some time. She was frustrated that no one could explain what happened or why the change happened all of a sudden. Customer never requested the address be changed. I apologized for any inconvenience or frustration. I will work with our Customer Service and IT Dept to investigate and determine what caused the change so we can ensure it does not happen again. Will also mail copies of customer's May - August bills that she never got. Customer is satisfied and also has my direct contact information.
Review: I Have been a customer of PSE& G for 20 years and have never been late or missed a payment. Every month I get my bill and I send my check, however for the Month of November I received a bill in the amount of $1,176.04 with no explanation as to why the bill was so high. My bill usualy range from $85 to $110,it has never been even close to the amount billed. I called PSE& G to complaint about the bill and was told that apparently the meter was not working properly and that I was only billed an estimated amount for the last 8 to 9 months. I responded that I was never informed that I was not been billed the actual amount. I only received a notice in October 2015 asking to make an appointment to replace the meter; which I did immediately and at that point I was not notified that the meter was not reading the actual usage. I have been a responsible customer, paid all the bills sent to me in a timely manner and followed up when I received the notice to change the meter but in the notice I was never notified of this problem. Furthermore when I ask for a breakdown of how PSE& G calculated the usage to come up with the $1,176.04 I was told that they would send me whatever they had on the computer but that they could not go back to 8-9 months. I than asked than how did you calculate the amount billed and was told that the was the amount I owed. PSE&G offered to put me on a payment plan and I stated that I would pay what is due for November like have done in the past, I paid what I was billed for. I will not pay for a bill that PSE&G just made up and has provided a breakdown of the usage. This is really poor billing practice and should be treated as abusive, deceptive,and unfair practice to the consumer. The law states that all bills are to have a detail of the usage, and or product or service offered.Please help me with this case, I should not and could not afford to pay over one thousand dollars for an error PSE&G made. If the meter was not providing the reading they should have notified me sooner.Desired Settlement: I am responsible and will pay for what ever usage during the month of November and going forward as I've always done so. I will not pay for 8-9 months of service that I have paid and I have proof of such payment. PSE& or any other company should not be allowed to go back months and adjust their billing because their system failed (assuming that was the case). I'm requesting that I be billed for the usage for November and the remainder should be removed. I should not have to pay for their error.
Business
Response:
Spoke with wife on 12/9/15 and advised her that she was not charged for gas consumption since 12/19/2013. Customer was advised that she received her bill each month that showed zero consumption. Customer was advised that she can be placed on a 24 month payment arrangement to pay the balance off. Customer stated that she will speak with her husband and contact me back.
Review: I move into my apartment in January 2015, during the last week in December 2014 I called to have service established at my new residence. I wasn't given any info, I was just told that I would be receiving paperwork in the mail. In the middle of February I received a letter telling me service was being used at the residence but hadn't been established. When I called in inquiring about it, I was told an account had been created but wasn't attached to the address. Again I was told I would be receiving paperwork in the mail. I confirmed all details regarding my address and it was read back to me.
Yesterday, 6/1 when I came home my service had been cut off for nonpayment. I've never received a bill, or anything pertaining to my account info. I couldn't check it on line or anything. I tried to explain this to them but I was met with rudeness and was repeatedly told bills were sent. When I asked to what address they provided an address completely different from my address. I was blamed for not ensuring they did their job. A call was never placed to me at anytime to say I was seriously delinquent, by person or automated system. I was told due to customers having cells phones they no longer use the automated system and they didn't have time to call people about their accounts. That made no sense to me. $900 of the past due balance came from an estimate of my uses he and not an actual reading and I'm required to pay that based on an estimate! They refuse to turn my power back on even after I paid $600 dollars yesterday and the temp has dropped outside in NJ. I'm not from the north so I'm not a custom to these temps. They also refuse to send someone to do an accurate reading of the meter, and I'm blamed for not inquiring about a bill that never showed. I pay multiple bills every month, if they aren't sending one to me then it's not in the forfront of my mind. They refuse to take responsibility for their mistakes and are punishing me, while dangling their power over me.Desired Settlement: Due to their failure to list my address correctly, I'm requesting my balance to be credited. They made 2 mistakes, 2 different times that lead to the results now and will not take ownership of it. I'm also requesting to have a tech come to my resident ASAP, top of the list, and restore power. They keep telling me if someone comes I have to wait until midnight to see if they show or not. What kind of business is thiS? Very unprofessional, unwilling to take ownership and they are treating me in an inhumane manner.
I never disputed having to pay for my service, but I need to receive to bill to pay and since all of this is their mistake, they need to correct it. I'm the customer and they are proving me a service, which they failed to propertly notify me of my account delinquent state.
Business
Response:
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.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I am writing about this complaint again. After the initial talk and receiving my first bill finally, I called Debra A[redacted] back as she requested I should. That was almost 4 weeks ago and she still hasn't returned my call. After reviewing my bill, the month of February almost matched the month of May charges, for which I received almost a 90% credit for. Maybe I'm confused with how they operate, but none of this makes sense and no one can give me a straight answer. The month of May charges were estimated at almost $1000 and I was expected to pay that without question; after questioning it, I was told to wait to see if a credit would come, which it did, but I need to know how it was that high in the first place? Why put a customer in that kind of bind?
Review: I opened a new account with PSE&G in January of 2014 and was required to place a $336 security deposit on the account. The deposit was paid back in full in June of 2014. I received a threat in September 2014 that my services were to be turned off if I didn't pay $595.63 immediately (my meter readings were being inflated by PSE&G by the way) or go on an absurd payment plan that would essentially double my monthly bill for months making it impossible to pay the bill in full every month. I paid the entire $595.63 on October 2nd, 2014. This same month I contacted PSE&G to inquire about my deposit refund and I was told then that I would be receiving it back in June 2015. I've been paying my bill in full and on time since then. I contacted them again in May 2015 to see if there was any new information, but the rep told me I would still be receiving the refund in June. I called again the first week of June and was told again by a rep that I would see my refund on June 23rd. That day came and went and still no refund. I called a few days after and was completely caught off guard by the attitude of the rep and the fact that I was now hearing that I wouldn't receive my refund until October. This was the first time I heard October mentioned and couldn't figure out why a rep told me in October 2014 that it would be June 2015 and less than two weeks before speaking to this rep I was told June 23rd. I also cannot figure out why three reps would tell me June 2015, but then in June I'm told October. I just wanted to report this issue so that it is duly noted and if I'm not entitled to my refund until October then so be it. I find it very odd and unprofessional how this company handles it's customers and why my security deposit is being held hostage.Desired Settlement: I would like my security deposit back before PSE&G decides to conduct any more shady business practices and make my refund disappear
Business
Response:
Review of the account shows the customer was told on more than 1 occasion that the deposit will be refunded to the account upon 12 consecutive on time and in full payments. The last delinquency on the account was October 2014 so, assuming payments are made in full and on time through October 15th the deposit will be returned at the point. The deposit return date will change each time there is a delinquency which may explain the conflicting information. Should the customer become delinquent again between now and October 2015 the 12 months will start over.
Consumer
Response:
Review: [redacted] I am rejecting this response because:As one can see in the attached e-mail I was told I would receive my deposit back in June 2015. October was never mentioned to me when I called in May 2015 or in June when I was told the specific date of the 23rd as the day when my refund would show on my account and I would be able to call and request a check if I felt like. It wasn't until June 27th when I called again and was told that I had to wait another four months for a deposit I placed on the account and year and a half earlier. If it was always October then why was I told June over and over again? How could three representatives make the same mistake? Why does a $10 billion company need to hold a measly $336 deposit? At this point I feel like they just don't want to give me my deposit back because it's the summertime and what a sin it would be to help a customer out with the high electric costs that come with the summertime. Regards, [redacted]
Business
Response:
based on payment history the deposit was due to be refunded in June 2015, but then there was an additional delinquency in Sept 2014 which started the 12 months over again. The deposit is held until we have received 12 CONSECUTIVE and ON-TIME payments. It is possible the customer was given incorrect information along the way, that will be addressed internally, however, the deposit will not be refunded until the criteria is met.
Review: Around the 15th of August I called to notify PSE&G that we moved out of our apartment located at [redacted] as of mid July. The services were remaining in or name through Sept 11th and we received the OK from apt management to have the services removed from our name that day. Prior to Sept 11th, we had not been living in the apt since July 18th. When I called, I spoke with a representative who told me they would have a representative of PSE&G complete a final reading on Sept 11th then send me a final bill to my new residence in [redacted]
On Sept 18th, I received our bill which was not read but estimated. It was the highest bill I have received ($186.69) in the year and a half living in the apartment. The estimate usage was almost double the amount from Sept 2014, and almost triple August of this year. We were only in the apartment one day to clean in August. Aside from this day, the air conditioning was turned off and so were all of the lights. The only thing plugged in was the refrigerator. How could my usage be that high with no one there?
We called and spoke with a representative that re-estimated the bill and reduced it to $90.21. Every bill over the last 18 months has been read. Now that this is my final bill, they are estimating it and ripping me off. I spoke with Rhonda in the escalation department who told me there was nothing they could do. She would not adjust the bill further, have the meter checked since new people moved in on the 12th of Sept (so it must have been read). She refused to let me speak to a manager or send me anything confirming our conversation in writing.
I understand they are estimating off of past usage, however this is an unfair way to bill me since this is my FINAL PARTIAL MONTH and NO ONE was living in the apartment. Past usage would not be a fair indication of the amount of usage. Why am I being unfairly charged when they conveniently chose to not read it as promised?Desired Settlement: Check what the meter was when the new resident moved in on Sept 12 and charge us the appropriate amount. If this can't be done, then they should charge us the lowest amount incurred by us for any month over the last year or so and cut it in half (again NO ONE was in this apartment, the lights and air conditioning were off and the only thing plugged in was the refrigerator). The fact that they didn't read the meter as promised should not mean we have to suffer with a higher bill. They didn't do what they said they would. My bill is due October 1st, so I would expect a resolution prior to the due date. I don't want to be stuck paying it in order to keep my outstanding credit score. Also, when they attempted to adjust the bill, the gas portion which was $5.64 charge on the final bill, somehow now increased to $8.26 charge, how is that possible? To reduce the electric they increased the gas?
Business
Response:
See attached bill. The disputed amount of $186.69 was credited back to the account on September 15th and the account was rebilled from August 13 to Sept 11 at $84.57 (including $2.35 service charge) for electric and service charge only for gas. I will credit the customer $82.22 leaving service charges only for the last month of use. customer needs to pay $7.99 to close the account.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:As previously stated, you have no basis for the charges of $84.57. Your representative told me you would complete a final actual reading on Sept. 11th which was not done. Also, nothing was mention from your representative about a $7.99 disconnect fee either. No one was living in the apartment from Aug13th to Sept 11th, so your estimate is not accurate. Where did the $84.57 figure come from? This is an estimate! Based on what? prior usage? that doesn't apply. prior September or august? that doesn't apply. We were promised an actual reading and all we got was ripped off and forced to make this complaint. An estimate would not be accurate in this case because no one was living there and it is resulting is us being overcharged. Again, we were told PSE&G would complete a final accurate reading of the meter. We should not have to suffer an overcharge because you failed to follow through on your end.
Review: On Monday, November 2, 2015, I had my hot water heater serviced by PSE&G worry free repair. The technicians who came out did not resolve my "no hot water problem", the misdiagnosed what was wrong with my hot water heater and charged me $230 for a thermostat for my hot water heater. Today (12/3/15), I am left with the same problem: NO HOT WATER! Additionally, to complete this job, the technician had to turn off the water supply from the boiler. When he did this, he was not careful, he didn't spray any wd-40 on my water valve to loosen it before he turned off the water supply, and he busted my hot water valve. NOW MY HOT WATER VALVE DRIPS CONSTANTLY! The technician took no responsibility for the damage that he did to my valve. Instead, he instructed me that I should call a plumber to repair my water valve at my cost because PSE&G do not do plumbing work! TOTALLY TACKY AND UNPROFESSIONAL.Desired Settlement: I would like my bill to be adjusted to remove the $230 from my bill because the part that the technician put in was obviously not what I needed as I am experiencing the same "no hot water" complaint. I would also like for PSE&G to fix my water valve that their technician busted at no cost to me. My hot water valve was not an issue until PSE&G technician busted the valve when he turned off my water supply to change my thermostat on my hot water heater.
Business
Response:
11-02-15Tech arrives on inoperable water heater callTech Determines problem is the thermostat and replaces partCustomer Relations tried t contact customer on 12/10 and 12/15 and left a message on the answering machine. A follow up appointment was scheduled for 12/16/15 between 12-4pm. I will further assist customer when he returns my call.
Review: PSE&G estimated my electric bill for a whole year because they say they did not have access to the meter that is a lie because my electric meter is outside. I've always paid my bill on time.
Because of there mistakes I now have a shut off notice which I've disputed. Please help me stay connected. Thank you.Desired Settlement: To dispute my electric bill .
Business
Response:
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.
Review: This bill is increasing each month without cause, the account number is #[redacted] ... I called to find out why and was just giving the amount not a breakdown of the billing. I also wanted to set up a payment arrangements with making $100 down payment and the remaining past due into 9-12 months payments. Due to unemployment I am paying what I can. I just give this company 400 less then 30 days ago and they are demanding 500 now and 400 as a payment plan in the next few months or so.. I advice the supervisor that I could now pay 500 right now but can pay 100 now and 100 each month there after. He refused to consider it or even transfer me to management. I am trying my best to pay all of my bills with what I have. It's a shame that a company that makes trillions of dollars is not willing to help me in such a hard time as this, again Pseg will get the money that is due to them, but what of am asking for is a payment arrangement for 9 to 12 months... If effort the I get back on my feet hopefully this trillion dollars company will consider and understand my situation. That I am not rich like them but is trying my best. Also to make sure that my balance is correct because it seems to high.Desired Settlement: Adjusting the bill correctly and giving me a reasonable payment plan. Doing so is not going to but the company out of business but not doing so will put me out of a home.. I am simply asking for the company to work with me that we both will be OK and satisfied
Business
Response:
Customer receives electric service only from PSE&G. The account balance is currently $946.60. Customer received notice that $765.05 is due immediately to avoid interruption of service. Company has extended two deferred payment arrangements to the customer in the past seven months which the customer did not keep. The account balance increases because there is a lack of payments and customer continues to use services. The last arrangement extended to the customer was a twelve month arrangement. Customer was to make a $100.00 initial payment followed by current bill plus an additional $38.00 for twelve months. This was not kept. Customer was advised by supervisor that company would lower the required amount to $500.00 and six month arrangements on the remaining balance. Following receipt of customer’s Revdex.com inquiry, we spoke with the customer again and reviewed the above payment history with her. Customer advised that she may be able to pay $200.00. She was advised that a $200.00 would not guarantee her service. At this point either the call was dropped or the customer hung up. Company tried calling the customer back several times but each time the call went right to voice mail.
Review: For the last 4 months PSE&G has been sending me bills for one month of service over $200.00 dollars and I have lived in the same apartment for over 15years and have never received bills this high I have tried on numerous times to resolve this matter with no response from the company
Now they have placed my account in collections or stating that my service will be cut off
My account number is [redacted]Desired Settlement: I want to be credited for the billing overage and to have an investigation on why I was charged and no one every followed up with me to make me have to contact your agency
Business
Response:
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.
Review: PSE&G is attempting to collect $231.82 plus it is withholding security deposit for services not received at UNIT [redacted] between April 17, 2015 to July 15, 2015. They were notify of these changes on April 14.
PSE&G was notified that the move out date for UNIT [redacted] was April 17, 2014. PSE&G made no attempts to collect money, make contact with me, no mail/letter was forwarded or received at Unit [redacted], failed to notify me of service changes and/or outstanding balance. Typically when there is an outstanding balance PSE&G contacts the customer via automated telephone system within 2 months; therefore PSE&G must have been aware of the service changed at UNIT [redacted] otherwise they would have contacted me to discuss the outstanding balance but PSE&G never contacted me to discuss outstanding balances since April 17.
I contacted PSE&G on July 11 after I logged on to their website to review if there was a reason why my security deposit is being withheld. The customer representative was rude and bluntly responded that it is my fault, he said that I was responsible for the unit even thought I did not live in the unit during that time. I kindly and calmly asked to speak to a supervisor as I have proof that I moved out on April 17 but the customer representative became hostile, disrespectful and aggressively started yelling and screaming that I was responsible for the outstanding balance and that he is not transferring me to a supervisor because the amount is my responsibility. He proceeded to hangup and the call was automatically transferred to a staff claiming to be a supervisor. She communicated that she would have the account review and ask for my new address to have the address updated in the system. She also asked for my new account information and I gave her my new account number with PSE&G as of May, 2015.
When I went to check the website today my account information including the address given was not updated in the system so I called back July 16.Desired Settlement: Corrected billing information backdated to April 17, 2015 plus my security deposit back.
As I have proof that I was not living in Unit [redacted] as of April 17 I cannot be held liable for services I did not receive at unit [redacted]. I simply did not receive the services PSE&G is claiming I received and they are holding my security deposit. PSE&G failed to communicate that there was an issue. I offered to provide proof of change of address and the Landlord will also contact PSE&G since they are responsible for the unit and I am not. The landlord worked with me to move me to a different unit # and they are aware of the issue with PSE&G. I am currently in unit [redacted].
Both customer representatives should also be reprimanded for their disrespectful behavior, nonprofessional conduct and lack of customer courtesy. They have poor ethics and make PSE&G a difficult business to deal with for which there aren't competitive options and/or competitive business standards to make fair comparisons.
Business
Response:
Reviewed the account. The customer's $392.19 deposit was applied to the Final Bill from the previous account and current charges on the new account. The last payment was on 1/22/15. The customer still owes $231.82. Since there was a balance due, the customer did not get the deposit back, as per the purpose of the deposit. In order to receive a deposit back, there must be 12 consecutive payments and the account must be current. The customer's account shows and ongoing balance, and she does not meet the criteria for the deposit returned to her. I called the customer and someone answered the phone then hung up before speaking.
Consumer
Response:
Review: [redacted]I am rejecting this response because:PSE&G never contacted me in reference to an outstandingbalance for a prior account, no bills were sent to me in reference to a prioroutstanding balance. In the past year PSE&G never mentioned during anycalls that there was an outstanding balance nor a prior balance was reflectedon any of my bills for the account under question. Therefore this is a bogusillegal claimed to request payment after more than 2-3 years? What account is this claimed for? PSE&G failed to provide a writtennotice of debt. My understanding is that the law states that within 5 days ofinitially contacting me of such claim, PSE&G must send a written notice ofthe debt that includes the amount of the debt, the name of the creditor and astatement describing my right to dispute. PSE&G never contacted me and theynever provided a written notice of the debt.If this is not the case, please provide the written notice ofthe debt for the prior account under discussion as I have no documentation onsuch debt and it’s been at least over a year of said debt claimed. The ~$231.00 under question are illegal fees for a service Idid not received since I did not live in such apartment since April 17, 2015and notice of move out date was provided to PSE&G over the phone inreference to the current account on April 14, 2015. Furthermore, I discuss theissue with [redacted] and my understanding is that they would becontacting PSE&G on this issue as they own the apartment and they areresponsible for the apartment as of April 18, 2015.I press the hangup button mistakenly on my cell phone this morning however please keep communications strictly writtenfrom this point moving forward since historically PSE&G customer service bluntly liednumerous times, disrespected me and raised their voice at me when communicatingvia telephone.
Regards,
Business
Response:
The company's position has not changed in the matter; the customers deposit was applied to the customers outstanding balance.
Consumer
Response:
Review: [redacted]
I am rejecting this response because PSE&G have not contacted me in reference to this issue and PSE&G have not attempted to resolve or review this case. My position on this matter remains the same: PSE&G owes security deposit, PSE&G is withholding my security deposit and they collected money for services that were not provided. The landlord contacted PSE&G to provide clarity but PSE&G did not resolved the case.
Review: Yes my bill was large 1.070 that is mine bill from mine previous House Now I live in apartment so I was paying monthly 100$ so....I did on 07/01/15 PSE&G shutoff my service on 07/23/15 I call to collection agency They put me on hold forever then ask for 250 $ I pay the total is 300 $ for the month of July and still no power Today is 07/24/15 no power Hat summer I allready eat from garbage and the food I have to throw away Please Help me. Im single mother with kids IT is very hard to dill with companies lake that PLease . Please help
Business
Response:
[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.
Review: For the last 3 months my bill has more than doubled. I was even on vacation for several weeks and had everything turned off. When I called to get an explaination the rude customer service told us that they would send someone to come out and look at the meter and would call us back to schedule an appointment. No one called, after calling 3 times and being promised that someone would call to schedule an appointment to check the meter. I then called the corporate number and when I was finally able to speak with someone and explained I wanted an explaination about the bill they hung up on me! I called back again and requested a call back due to the outragous wait times, they said someone would call that night and no one called me back. I have never seen a company so poorly ran with appauling customer service.Desired Settlement: I want an explaination to why my bill has doubled randomly. Also I would like someone to look at our meter because I suspect that the meter is not reading properly. I would like to be refunded for my over charges.
Business
Response:
A voicemail message was left for the customer on 9/21,10/9 and 10/12. At this time we cannot locate the customer account because additional information is needed. We do not have an account at this location in the customers name nor can we locate an account with the phone number. Please have customer provide account number and or name the account is in so that we may assist customer with her concerns. Customer can contact Gwen W[redacted] directly at [redacted]
Review: the following is a letter that I sent to pse&g claims dept. My claim was denied.
Thursday, June 11 there was a power outage in my neighborhood. At 2:15 AM on June 12 PS E&G grounds crew massacred my bushes. PSE&G has been to this particular box on my property before and respectfully trimmed the bushes back. This evening the grounds crew had no regard for my property. The overall experience dealing with PSE&G has been awful. The lobbed off branches and debris were left ON MY LAWN so I dragged them onto the street and it sat there for 4 days before I could get someone from PSE&G to come out and clean it up. I've made countless phone calls looking for someone to assist me. instead I was reprimanded that I am not allowed to plant bushes near the box and they were well within their rights to cut them away. That doesn't mean they can destroy someone's property and leave it for them to deal with and clean up. I did not plant those bushes. They were already there when I bought the house. clearly by the photos submitted you can see that the sticker informing the homeowner about the space needed around the box is not legible. They slapped on a new one that evening. After zero assistance from PSE&G we had to clean it up ourselves. I submitted a claim to the claims department and they told me the claim was denied until they had heard about my complaint to the BPU.
My neighbors are upset over this unsightly eyesore and are not too happy with me being that I am the homeowner. I have been living here for 8 years and never encountered such a disregard for personal property and such disrespect for a customer as I have from your company. According to pse&g guidelines this is not an unforeseen accident and it is not weather related. I do believe it is PSe&G's responsibility to restore my property and make it look respectable.
thank you,
[redacted]Desired Settlement: I would like $500 reimbursement for the cost of having the rest of the bush removed and hauled away. grass seed.
Business
Response:
A PSE&G supervisor called [redacted] on 6/29/15 and advised her that PSE&G was required to remove the landscaping surrounding our transformer to gain access to its equipment in order to replace the transformer and remediate the property surrounding the transformer. [redacted] was advised PSE&G requires unencumbered access to its equipment at all times and at times PSE&G needs to clear the area to work safely.[redacted] was satisfied with the explanation for why a larger area was disturbed but not satisfied with the magnitude of the area disturbed. [redacted] felt that PSE&G should be responsible for the cost of the restoration she and her husband performed.[redacted] was directed to contact PSE&G’s Claims Department. The claim was reviewed and it was determined that PSE&G would not reimburse for any alleged losses associated with PSE&G clearing the area around the transformer.On July 8, 2015, a Business Assurance Specialist called [redacted] and explained that the claim would remain denied. Manager Operations – Claims also spoke to [redacted] The Manager attempted to explain why the pad mount transformer should not have anything growing around it, that PSE&G has an easement, and therefore PSE&G has the right to access its equipment. The Manager explained to [redacted] that the matter had been reviewed and PSE&G would not reimburse for any alleged losses associated with PSE&G clearing the area around the pad. [redacted] remained unsatisfied.However, over the last few days, a PSE&G Environmental Engineering Specialist spoke with [redacted] and advised that the transformer would be replaced and the area would be restored with sod. Most of this work was completed on 7/13/15.A Customer Relations Consultant spoke with [redacted] on 7/14/15. [redacted] stated that she was happy with the work the Environmental Engineering Specialist was doing, but still wantedreimbursement for landscaping costs she submitted to the Claims Department. The Consultant explained that all requests for monetary compensation must be addressed by the Claims Department andunfortunately her claim was denied. He offered to credit [redacted]’s account $50 for good customer relations but she declined and stated that she may pursue reimbursement through small claimscourt.Thank you.
Consumer
Response:
Review: [redacted]I reject this response because the facts are incorrect. 1st paragraph- 6/29/15 I was not informed that the bushes needed to be removed in advance. on 6/12/15 I woke up to find the bushes already cut up debris left on my front lawn. They did not leave a note, a card or an explanation on what happened. Is it because they have an "easement" on my property and they can do whatever they want with no explanation? No accountability? 2nd paragraph-the alleged cost of the restoration was to clean up the mass destruction they left at my front door. 3rd paragraph-PSE&G did not clear the bushes away at all they disrespectfully hacked them up and left them for me to deal with. 4th paragraph-It is understood that the box must be changed and that there is an easement on my property however, that does not give PSE&G's grounds crew to the freedom to destroy my property. That is criminal mischief. The cost of removing the debris and fixing the mess is not alleged at all. The claims department told me that the town pick up should take it away. I'm not sure what town she lives in but my town doesn't accept that size roots or trees they must be trimmed to 4 feet and I do not own the equipment to trim up a root system on a 25 year old bush of that size. I paid someone to haul it away. 5th paragraph- To date the sod has been installed and I am very happy with the job that the environmental department has done fixing the grass. Note- The rusted out unleveled box has not been replaced yet. It is understood that this will be happening in the next two weeks. If it was a justified emergency in the early morning of 6/12/15 to cut up the bushes why is it taking so long for them to come and replace it? Why didn't PSE&G send me a letter informing me of their tariff 13.1? When I purchased the house in February 2007 PSE&G did not notify me as the new homeowner of any tariff. 6th paragraph- The good customer relations $50 credit was denied because it is insulting. Good customer relations begin by treating your customers with respect. Treating your customers property with respect. Treating the law with respect. Having an easement on a customer's property does not give PSE&G a legal right to leave it in a massive state of disarray. At this point I am going to be contacting my local Assemblyman, Senators Congressmen and I will continue to pursue my complaint with the BPU.Thank you
Review: many complaints in my building regarding the meters that are potentially faulty. suggested that we reach out to the company individually as per our building management. the customer service rep that I spoke to was rude and did not understand what I was conveying. advised that I rarely used the heating unit however my bill was high. she kept repeating that it was a cold winter. instead of stating my life story on why I was rarely home to use the heating, I had advised the rep that I did not use the heating unit and trying to help her understand that I was not home during the cold winter. she exasperated and in a low tone, said 'oh my god'. all she could state was it was a cold winter and explain to me how my unit works (as I did not understand that if I power something on that it did does not use electric - needless to say, I was a bit insulted) and refused to send out a tech to review the meter. advised that the only way they would if they see a spike in my bill.Desired Settlement: 1. have a tech review my meter to ensure that it's not faulty.
2. have the staff or specifically that agent, retrained on customer service
3. if it's a faulty meter, I would like an explanation on how this was determined (providing "tech checked" is not acceptable. would like to know what exactly the tech checked. gas lines, meter lines, etc, visual checks or tracing out or perhaps attaching a meter to the line to check if it's working properly)
Business
Response:
Customer Relations spoke to the customer on 4/29. To address her high bill concern for her electric, the company will schedule an appointment to have meter changed and tested. Advised customer if the meter tests accurate, then that confirms our equipment is operating correctly and the bill will stand as correct as rendered. And if the test results come back with some anomoly that indicates the meter was not accurate, we can address that with the appropriate adjustments. REgarding the customer's concern about the representative she spoke to on 4/27, that call has been forwarded to the appropriate supervisor for review and follow up to determine if there were any gaps in process, policy or customer service level. I apologized to customer for any incovenience or frustration she experienced while trying to get her concerns addressed. The customer has requested that the meter be changed on the same date as a neighbor in 20F. Will check to see if we can accommodate same and will contact the customer back to confirm all. Customer was satisfied with this and also has my contact information if she has any other concerns. The account has been put on hold for 30 days pending the investigation. Customer was directed to continue to pay all undisputed charges in the meantime however.
Review: On December 18, I requested svcs be turned on in my new apartmentI was told that someone would be out within hours that day, NO ONE SHOWED UPThe next day I called customer service and was told someone would be out between 8-4:because it was the weekend, NO ONE SHOWED UPAs for Sunday NO ONE SHOWED UP YET AGAINThen on Monday, December 21st after waiting all day long again, NO ONE SHOWED UPI called the customer service dept and was told that I wasn't scheduled for service until the following day, Tuesday December 22, between 8-A technician called AT 10:and said he would be at my new apt in minutes, minutes later he called and said my turn was being bumped for an emergency callWith all due respect I have an infant child (which was told to several reps when I called) and I had been in the apartment for whole days without electric and gasAm I not considered an emergency at this point? Or at the very least a priorityI am utterly disgusted with how my case has been handled by your staff, from the initial request of the turn on to the many reps that claimed a technician would be out to turn my power on.Desired Settlement: I want disciplinary action taken against all staff that handled my initial request to turn on service and the reps I spoke to over the weekend
Business
Response:
Customer Relations attempted to reach the customer on 12/and 12/and left messages each time with contact information to return the callReview of the account shows that the customer's service was turned on 12/22/Will confirm all with the customer when the call is returnedIn addition, the calls the customer made between 12/and 12/will be reviewed and any gaps in customer service, policy or process will be addressed with management
Review: PSE&G did a repair job regarding reconnection of our meter to our main panel. The repair man that worked on our mail panels pulled a wire loose that connects the main panel with the meter. Now I have no power. PSE&G is now telling me that we need to hire an electrician to fix the damage that they caused.Desired Settlement: PSEG to pay for the damage that they caused to our main panel and get our power turned back on.
Business
Response:
According to PSE&G’s records, a technician reconnected
the electric service on 10/09/15. On 10/13/15, orders were issued for a
part power condition and no power condition. The two troubleshooters who
responded to the customer’s calls reported that the voltage at the meter panel
was good, so the issue was not PSE&G’s responsibility. They both
informed [redacted] that the issue was beyond the meter, so she needed to have
an electrician make the necessary repairs. [redacted] hired an electrician
who remade the connections from the electric meter to the customer’s main panel
in the basement.A Senior Engineering Plant Supervisor spoke to [redacted] on
10/15/15. [redacted] states that when the service was either disconnected
or reconnected, she believes that a PSE&G representative caused the
damage to the service. She stated that she has filed a claim for damages
and loss of property.A Customer Relations Consultant left a voicemail for [redacted] on 10/16/15 confirming that the Claims Department will investigate her
concern and provided his number in case she has any additional questions.Thank you.
Review: My house has 3 floors, which is legally considered as two units property. I have three accounts: - Common account [redacted] which include 1st floor is considered as common area, which is a foyer linked to 1, 2 and 3 foyer lights and 2-cars garage. There is, UNIT 1, acc: [redacted] is located on 2ndfloor. Then, the UNIT 2, acc: [redacted] which is located on 3rd floor. The previous owner has assigned the meters corresponding with the units for the past 10 years, I got this house last year and during my conversation with one of the supervisors about a refrigerator service, the supervisor decided to make changes to my 1st unit to be called unit 1&2 and unit 2 becomes unit 3. This changes is not being discussed with me and this change is inconsistent with township rule. I have been getting complaints from my unit 2 tenant about the billing and service calls reps rang their unit bell for service done in unit 1. I have hard time to get all this problem around just because of that particular one supervisor decided on making changes onto my accounts and causing my tenant and me having headache about this matter. This can cause my tenant refusing to pay the bill because now his bill has shown to be unit 3 bill, not his responsible any longer.Desired Settlement: I want three of my accounts to be assigned as they were before according to the township assignment of common area, unit 1 & 2 respectively. There is no such thing as called as unit 3 in my house. This changes can cause more problem in longer term. I do not want to see this problem get worse
Business
Response:
Review of the account shows there are residential gas and electric and gas meters in the premise for each of the 2 residential units. Each set of meters receives a seperate invoice. The 3rd account # (electric meter) is for the common areas of the home -- basement, hallways, smoke detectors etc. this is common and sometimes required by certain municiplities. This customer will continue to receive 2 invoices one for her residential unit and 1 for the common space. If the township permits she could have an electrician re route the common area service to her residential meter (at her own expense) but this could be a problem should she chose to rent her unit to another tenant. I left a voice mail for [redacted] 8/12 I will explain the details to her when she returns my call.
Review: blood pressure unstable since smart meter installed also I am being charged for a product I did not sign papers stating I wanted one and I would pay for it. this meter has gave me an addition to $600.00 raising my bill to $1230.00 from $400.00 after the installation. this meter is causing appliances to blow out and PSEG is refused to return my analog meter which I told them to check out and gave me a smart meter instead and never returned my meter. they are illegally charging us for a product that is causing harm and damage to personal belongings.Desired Settlement: replaced smart meter with original and or another analog meter and the bill adjusted to its original amount before meter change.
Business
Response:
BALANCE $1230.94. LAST PAYMENT $198.86 8/6/15. 1 DPA NOT
KEPT. THIS IS A SINGLE FAMILY HOME WITH GAS AND ELECTRIC SERVICES
BASED ON ACTUAL READS. COMPANY HAS
SPOKEN WITH [redacted] AND HIS WIFE MULTIPLE TIMES AND AS RECENT AS EARLIER
THIS MORNING. FOLLOWING CUSTOMER’S HIGH BILL COMPLAINT, THE ELECTRIC METER
WAS REMOVED. IT WAS SUBSEQUENTLY TESTED
ON 10/6/15 AND FOUND TO BE ACCURATE AT 99.120. TEST RESULTS WERE FORWARDED TO THE CUSTOMER. CUSTOMER NOW HAS GAS
AND ELECTRIC ERT METERS. COMPANY PREVIOUSLY EXPLAINED TO THIS CUSTOMER AND HIS
WIFE THAT THERE ARE NO HEALTH DANGERS ASSOCIATED WITH THESE METERS. THIS HAS BEEN EXPLAINED EACH TIME THAT WE SPOKE WITH THE CUSTOMER. THEY CLAIM THE COMPANY IS DISCRIMINATING
AGAINST THEM BECAUSE WE WILL NOT CHANGE THE METER TO THE TYPE OF METERS THAT
THEY WANT. THE CUSTOMER BELIEVES THEY
CAN CHOOSE THE TYPE OF METER THAT THE COMPANY INSTALLS. COMPANY ADVISED THEM THAT IT IS NOT
DISCRIMINATION. . ADDITIONALLLY CUSTOMER HAS HAD A GAS ERT METER SINCE 4/2011 (4 ½ YEARS) AND
NEVER MENTIONED ANY CONCERNS OR PROBLEMS WITH THE GAS ERT. IT WAS NOT UNTIL COMPANY INSTALLED THE
ELECTRIC ERT METER THAT THIS CUSTOMER BEGAN TO COMPLAIN. CUSTOMER WAS ADVISED THAT THE COMPANY IS ORDERING ALL ERT (ELECTRONIC) METERS
NOW AND THEY ARE WHAT IS REPLACING EXISTING METERS. THE CUSTOMER DISPUTES THIS.EARLIER TODAY DURING
OUR TELEPHONE CONVERSATION WITH THIS CUSTOMER, THE CUSTOMER CLAIMED THAT THE ELECTRIC
ERT METER IS RESPONSIBLE FOR BLOWING UP HIS A/C UNIT AND HIS MICROWIAVE. HE WAS PROVIDED WITH THE NUMBER FOR THE PSE&G
CLAIMS DEPARTMENT TO FILE A CLAIM FOR HIS LOSSES. THE ACCOUNT BALANCE
IS $1290.94. THIS IS NOT A ONE MONTH BILL BUT RATHER AN ACCUMULATED
BALANCE. THE LAST PAYMENT OF $196.86 WAS
ON 8/6/2015. CUSTOMER HAS BEEN EXTENDED ONE PAYMENT ARRANGEMENT WHICH THE
CUSTOMER DID NOT KEEP. THE ACCOUNT HAS A
SHUT OFF NOTICE ON IT AND SERVICE CAN BE INTERRUPTED AT ANY TIME UNLESS
Review: I received an electric bill for the month of March of $320.81. This is almost certainly the largest bill I have ever received from PSE&G by a large margin. I accessed my 13-month billing history on PSE&G's web site (that is the farthest the web site allows you to go back), and the largest bill during that period was $198.95. There is no way the March bill is accurate.
I attempted to contact PSE&G via phone for an explanation, and received an automated message that the wait time was 18 minutes. I was given the option to leave a message, and receive a call back in I believe 20 minutes. It has been more than two hours, and I have not received a call back. I have also Tweeted to @psegcares, and also received no response. There is no option to email PSE&G from their web site.
I am extremely concerned about the legitimacy of this bill for several reasons:
*I live in a small, 500-square foot studio apartment.
*I work at least 12 hours a day, meaning I am in my apartment a maximum of 12 hours a day during the week
*I am often out of town on weekends, visiting my girlfriend
*When I am out of my apartment, I turn off all electricity
*I am very conservative when using my heating unit. Even when I use my heating unit, I have it set on automatic, so it shuts off when the apartment reaches a very reasonable 69 degrees in the winter
*Aside from my heating unit, I don't use a lot of electricity when I am home. I often have a light and the tv on for the few hours I am awake, and then turn them both off before bed.
I realize this is all anecdotal, but absent any communication from PSE&G it is all I have to go on. I not only believe I am being ripped off, I am also extremely frustrated by PSE&G's lack of customer service.
Related, I will be travelling out of the country for work between 4/17 and 4/23. I will certainly do my best to assist with any correspondences during that time, but apologize if I am slow with my responses.
Thank you very much for your time and your serviceDesired Settlement: I would like PSE&G to investigate the size of this bill, and I would like the bill to be reduced significantly. There is no way my monthly bill should be this high.
Business
Response:
Account records confirm that on 4/16/15 at 5:06 p.m. customer requested a call back via the automated system. Account records also verify that company did return the customer's call on 4/16/15 at 5:28 p.m.
This is an electric only account with electric heat. The billng is based on actual reads. Customer disputes the March 2015 bill which is for the period of February 11, 2015 through March 31, 2015. The reason the consumption and billing is higher than normal is due to the extreme weather in February. As reported, February 2015 broke existing weather records with harshness. Because it was so cold outside, the furnace/heater had to run twice as much to keep the inside temperature at the set temperature. Company spoke with the customer on 4/23/15 and scheduled a meter change for 4/27/15. The meter will be tested at the earliest opportunity and customer will be provided with the meter test results. Customer understands this and is satisfied at this time
Review: On 6/21/2013 I requested my credit report w/ 3 Credit Bureaus. On one of the collection account was a bill for PSEG for $2,000 dollars. I then contacted PSE&G, they are stating I lived at the service location till DEC of 2010 when I had moved out since March of 2010. I received a final bill for the last month I was there and they are stating that "someone called and opened the account again". I tried to get the transcripts in which they can prove it was me who called and they say they don't exists. Also tried to speak to Customer service reps in Hoboken, Newark and on the phone. I have been going at it with them for 4 weeks now. I also mentioned we were evicted and the problem is my name is not on the eviction but you cant just evict a person they put a padlock on the apartment entrance. I also asked if a notarized letter from the landlord stating I didn't live their would work and they said "no".Desired Settlement: I want to pay my $275.54 bill as it was given to on April time frame.
Business
Response:
This customer is claiming that she was Evicted and moved out of [redacted] in March 2012, yet our records show that we finaled her out on 12/27/10. When asked to provide the Eviction Notice, she said that her name was not on it even though the apt and service was in her name? Attempts to contact the customer by phone failed no answer. Left her a phone message to provide proof of her move and move date. may need to reach the owner for a Notarized letter confirming her move or Eviction. She also needs to provide proof of where she moved to (Lease). These documents should be taken to our service center along with her personal ID. Informed her to call back if non-specific reasons are given for correction after presenting all requested documentation necessary.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
PSEG is claiming that they finaled me out December of 2010 yet, I have a final bill for March 2010? As per the eviction the reason Mr. [redacted] was the only one on the Eviction is because, Mr. [redacted] was getting my half of the rent and not his, so he didnt think it was fair to put us both on the eviction but he told me I had to leave. As for what was said at the customer service @ Newark NJ. It was all recorded in case, a situation like this would occur the PSEG would state that all they need was a Notarized letter from the landlord, they stated in the recording that they can not expect a notarized letter from the landlord because "ANYONE" can write the letter. The recording was done at the Newark location so it is not against NJ law. I have filed as well a complaint with BPU of New Jersey, If a letter of Mr. [redacted] need to be done and that will get accepted then we will do our part. If they also need a lease from March 2010 to December 2010 the lease will be provided just understand that it is her Grandmothers house at the time it occured. I dont understand as well why they do not have a contact for Mr. [redacted] to clear this out. The burden of proof should be on the company that provided the service to prove that I lived there. Especially after they sent me a
a Final Bill in March 2010. They claim according to the recording that someone called back to turn on the services after I cancelled it. We asked for the transcripts so they can provided proof that I called back to turn it back on. PSEG can not provide that proof. If proof of the recording is need please advice.
Regards,
Business
Response:
The company has reviewed this information numerous times with the customer. The company's position has not changed. Thank you Frank E[redacted]
Review: Customer services representatives are not begin trained to handled people accounts and take information . Pseg falsely stated they send out notices and never recieved any notices by mail ... They change billing address on.your account with out any knowledge ... This has happen on 3 different times and I would like for this company to send out notices when information as been change with out knowledgeDesired Settlement: To let me know when my account information was change without my knowledge and explain why it has happen more then once
Business
Response:
Chandra L[redacted] of Customer Relations spoke to the customer on 8/31/15. [redacted] advised that for some reason her mail address reverted back to an old address, even though she had been receiving her bills at the right address for some time. She was frustrated that no one could explain what happened or why the change happened all of a sudden. Customer never requested the address be changed. I apologized for any inconvenience or frustration. I will work with our Customer Service and IT Dept to investigate and determine what caused the change so we can ensure it does not happen again. Will also mail copies of customer's May - August bills that she never got. Customer is satisfied and also has my direct contact information.
Review: I Have been a customer of PSE& G for 20 years and have never been late or missed a payment. Every month I get my bill and I send my check, however for the Month of November I received a bill in the amount of $1,176.04 with no explanation as to why the bill was so high. My bill usualy range from $85 to $110,it has never been even close to the amount billed. I called PSE& G to complaint about the bill and was told that apparently the meter was not working properly and that I was only billed an estimated amount for the last 8 to 9 months. I responded that I was never informed that I was not been billed the actual amount. I only received a notice in October 2015 asking to make an appointment to replace the meter; which I did immediately and at that point I was not notified that the meter was not reading the actual usage. I have been a responsible customer, paid all the bills sent to me in a timely manner and followed up when I received the notice to change the meter but in the notice I was never notified of this problem. Furthermore when I ask for a breakdown of how PSE& G calculated the usage to come up with the $1,176.04 I was told that they would send me whatever they had on the computer but that they could not go back to 8-9 months. I than asked than how did you calculate the amount billed and was told that the was the amount I owed. PSE&G offered to put me on a payment plan and I stated that I would pay what is due for November like have done in the past, I paid what I was billed for. I will not pay for a bill that PSE&G just made up and has provided a breakdown of the usage. This is really poor billing practice and should be treated as abusive, deceptive,and unfair practice to the consumer. The law states that all bills are to have a detail of the usage, and or product or service offered.Please help me with this case, I should not and could not afford to pay over one thousand dollars for an error PSE&G made. If the meter was not providing the reading they should have notified me sooner.Desired Settlement: I am responsible and will pay for what ever usage during the month of November and going forward as I've always done so. I will not pay for 8-9 months of service that I have paid and I have proof of such payment. PSE& or any other company should not be allowed to go back months and adjust their billing because their system failed (assuming that was the case). I'm requesting that I be billed for the usage for November and the remainder should be removed. I should not have to pay for their error.
Business
Response:
Spoke with wife on 12/9/15 and advised her that she was not charged for gas consumption since 12/19/2013. Customer was advised that she received her bill each month that showed zero consumption. Customer was advised that she can be placed on a 24 month payment arrangement to pay the balance off. Customer stated that she will speak with her husband and contact me back.
Review: I move into my apartment in January 2015, during the last week in December 2014 I called to have service established at my new residence. I wasn't given any info, I was just told that I would be receiving paperwork in the mail. In the middle of February I received a letter telling me service was being used at the residence but hadn't been established. When I called in inquiring about it, I was told an account had been created but wasn't attached to the address. Again I was told I would be receiving paperwork in the mail. I confirmed all details regarding my address and it was read back to me.
Yesterday, 6/1 when I came home my service had been cut off for nonpayment. I've never received a bill, or anything pertaining to my account info. I couldn't check it on line or anything. I tried to explain this to them but I was met with rudeness and was repeatedly told bills were sent. When I asked to what address they provided an address completely different from my address. I was blamed for not ensuring they did their job. A call was never placed to me at anytime to say I was seriously delinquent, by person or automated system. I was told due to customers having cells phones they no longer use the automated system and they didn't have time to call people about their accounts. That made no sense to me. $900 of the past due balance came from an estimate of my uses he and not an actual reading and I'm required to pay that based on an estimate! They refuse to turn my power back on even after I paid $600 dollars yesterday and the temp has dropped outside in NJ. I'm not from the north so I'm not a custom to these temps. They also refuse to send someone to do an accurate reading of the meter, and I'm blamed for not inquiring about a bill that never showed. I pay multiple bills every month, if they aren't sending one to me then it's not in the forfront of my mind. They refuse to take responsibility for their mistakes and are punishing me, while dangling their power over me.Desired Settlement: Due to their failure to list my address correctly, I'm requesting my balance to be credited. They made 2 mistakes, 2 different times that lead to the results now and will not take ownership of it. I'm also requesting to have a tech come to my resident ASAP, top of the list, and restore power. They keep telling me if someone comes I have to wait until midnight to see if they show or not. What kind of business is thiS? Very unprofessional, unwilling to take ownership and they are treating me in an inhumane manner.
I never disputed having to pay for my service, but I need to receive to bill to pay and since all of this is their mistake, they need to correct it. I'm the customer and they are proving me a service, which they failed to propertly notify me of my account delinquent state.
Business
Response:
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.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:I am writing about this complaint again. After the initial talk and receiving my first bill finally, I called Debra A[redacted] back as she requested I should. That was almost 4 weeks ago and she still hasn't returned my call. After reviewing my bill, the month of February almost matched the month of May charges, for which I received almost a 90% credit for. Maybe I'm confused with how they operate, but none of this makes sense and no one can give me a straight answer. The month of May charges were estimated at almost $1000 and I was expected to pay that without question; after questioning it, I was told to wait to see if a credit would come, which it did, but I need to know how it was that high in the first place? Why put a customer in that kind of bind?
Review: I opened a new account with PSE&G in January of 2014 and was required to place a $336 security deposit on the account. The deposit was paid back in full in June of 2014. I received a threat in September 2014 that my services were to be turned off if I didn't pay $595.63 immediately (my meter readings were being inflated by PSE&G by the way) or go on an absurd payment plan that would essentially double my monthly bill for months making it impossible to pay the bill in full every month. I paid the entire $595.63 on October 2nd, 2014. This same month I contacted PSE&G to inquire about my deposit refund and I was told then that I would be receiving it back in June 2015. I've been paying my bill in full and on time since then. I contacted them again in May 2015 to see if there was any new information, but the rep told me I would still be receiving the refund in June. I called again the first week of June and was told again by a rep that I would see my refund on June 23rd. That day came and went and still no refund. I called a few days after and was completely caught off guard by the attitude of the rep and the fact that I was now hearing that I wouldn't receive my refund until October. This was the first time I heard October mentioned and couldn't figure out why a rep told me in October 2014 that it would be June 2015 and less than two weeks before speaking to this rep I was told June 23rd. I also cannot figure out why three reps would tell me June 2015, but then in June I'm told October. I just wanted to report this issue so that it is duly noted and if I'm not entitled to my refund until October then so be it. I find it very odd and unprofessional how this company handles it's customers and why my security deposit is being held hostage.Desired Settlement: I would like my security deposit back before PSE&G decides to conduct any more shady business practices and make my refund disappear
Business
Response:
Review of the account shows the customer was told on more than 1 occasion that the deposit will be refunded to the account upon 12 consecutive on time and in full payments. The last delinquency on the account was October 2014 so, assuming payments are made in full and on time through October 15th the deposit will be returned at the point. The deposit return date will change each time there is a delinquency which may explain the conflicting information. Should the customer become delinquent again between now and October 2015 the 12 months will start over.
Consumer
Response:
Review: [redacted] I am rejecting this response because:As one can see in the attached e-mail I was told I would receive my deposit back in June 2015. October was never mentioned to me when I called in May 2015 or in June when I was told the specific date of the 23rd as the day when my refund would show on my account and I would be able to call and request a check if I felt like. It wasn't until June 27th when I called again and was told that I had to wait another four months for a deposit I placed on the account and year and a half earlier. If it was always October then why was I told June over and over again? How could three representatives make the same mistake? Why does a $10 billion company need to hold a measly $336 deposit? At this point I feel like they just don't want to give me my deposit back because it's the summertime and what a sin it would be to help a customer out with the high electric costs that come with the summertime. Regards, [redacted]
Business
Response:
based on payment history the deposit was due to be refunded in June 2015, but then there was an additional delinquency in Sept 2014 which started the 12 months over again. The deposit is held until we have received 12 CONSECUTIVE and ON-TIME payments. It is possible the customer was given incorrect information along the way, that will be addressed internally, however, the deposit will not be refunded until the criteria is met.
Review: Around the 15th of August I called to notify PSE&G that we moved out of our apartment located at [redacted] as of mid July. The services were remaining in or name through Sept 11th and we received the OK from apt management to have the services removed from our name that day. Prior to Sept 11th, we had not been living in the apt since July 18th. When I called, I spoke with a representative who told me they would have a representative of PSE&G complete a final reading on Sept 11th then send me a final bill to my new residence in [redacted]
On Sept 18th, I received our bill which was not read but estimated. It was the highest bill I have received ($186.69) in the year and a half living in the apartment. The estimate usage was almost double the amount from Sept 2014, and almost triple August of this year. We were only in the apartment one day to clean in August. Aside from this day, the air conditioning was turned off and so were all of the lights. The only thing plugged in was the refrigerator. How could my usage be that high with no one there?
We called and spoke with a representative that re-estimated the bill and reduced it to $90.21. Every bill over the last 18 months has been read. Now that this is my final bill, they are estimating it and ripping me off. I spoke with Rhonda in the escalation department who told me there was nothing they could do. She would not adjust the bill further, have the meter checked since new people moved in on the 12th of Sept (so it must have been read). She refused to let me speak to a manager or send me anything confirming our conversation in writing.
I understand they are estimating off of past usage, however this is an unfair way to bill me since this is my FINAL PARTIAL MONTH and NO ONE was living in the apartment. Past usage would not be a fair indication of the amount of usage. Why am I being unfairly charged when they conveniently chose to not read it as promised?Desired Settlement: Check what the meter was when the new resident moved in on Sept 12 and charge us the appropriate amount. If this can't be done, then they should charge us the lowest amount incurred by us for any month over the last year or so and cut it in half (again NO ONE was in this apartment, the lights and air conditioning were off and the only thing plugged in was the refrigerator). The fact that they didn't read the meter as promised should not mean we have to suffer with a higher bill. They didn't do what they said they would. My bill is due October 1st, so I would expect a resolution prior to the due date. I don't want to be stuck paying it in order to keep my outstanding credit score. Also, when they attempted to adjust the bill, the gas portion which was $5.64 charge on the final bill, somehow now increased to $8.26 charge, how is that possible? To reduce the electric they increased the gas?
Business
Response:
See attached bill. The disputed amount of $186.69 was credited back to the account on September 15th and the account was rebilled from August 13 to Sept 11 at $84.57 (including $2.35 service charge) for electric and service charge only for gas. I will credit the customer $82.22 leaving service charges only for the last month of use. customer needs to pay $7.99 to close the account.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:As previously stated, you have no basis for the charges of $84.57. Your representative told me you would complete a final actual reading on Sept. 11th which was not done. Also, nothing was mention from your representative about a $7.99 disconnect fee either. No one was living in the apartment from Aug13th to Sept 11th, so your estimate is not accurate. Where did the $84.57 figure come from? This is an estimate! Based on what? prior usage? that doesn't apply. prior September or august? that doesn't apply. We were promised an actual reading and all we got was ripped off and forced to make this complaint. An estimate would not be accurate in this case because no one was living there and it is resulting is us being overcharged. Again, we were told PSE&G would complete a final accurate reading of the meter. We should not have to suffer an overcharge because you failed to follow through on your end.
Regards,
Review: On Monday, November 2, 2015, I had my hot water heater serviced by PSE&G worry free repair. The technicians who came out did not resolve my "no hot water problem", the misdiagnosed what was wrong with my hot water heater and charged me $230 for a thermostat for my hot water heater. Today (12/3/15), I am left with the same problem: NO HOT WATER! Additionally, to complete this job, the technician had to turn off the water supply from the boiler. When he did this, he was not careful, he didn't spray any wd-40 on my water valve to loosen it before he turned off the water supply, and he busted my hot water valve. NOW MY HOT WATER VALVE DRIPS CONSTANTLY! The technician took no responsibility for the damage that he did to my valve. Instead, he instructed me that I should call a plumber to repair my water valve at my cost because PSE&G do not do plumbing work! TOTALLY TACKY AND UNPROFESSIONAL.Desired Settlement: I would like my bill to be adjusted to remove the $230 from my bill because the part that the technician put in was obviously not what I needed as I am experiencing the same "no hot water" complaint. I would also like for PSE&G to fix my water valve that their technician busted at no cost to me. My hot water valve was not an issue until PSE&G technician busted the valve when he turned off my water supply to change my thermostat on my hot water heater.
Business
Response:
11-02-15Tech arrives on inoperable water heater callTech Determines problem is the thermostat and replaces partCustomer Relations tried t contact customer on 12/10 and 12/15 and left a message on the answering machine. A follow up appointment was scheduled for 12/16/15 between 12-4pm. I will further assist customer when he returns my call.
Review: PSE&G estimated my electric bill for a whole year because they say they did not have access to the meter that is a lie because my electric meter is outside. I've always paid my bill on time.
Because of there mistakes I now have a shut off notice which I've disputed. Please help me stay connected. Thank you.Desired Settlement: To dispute my electric bill .
Business
Response:
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.
Review: This bill is increasing each month without cause, the account number is #[redacted] ... I called to find out why and was just giving the amount not a breakdown of the billing. I also wanted to set up a payment arrangements with making $100 down payment and the remaining past due into 9-12 months payments. Due to unemployment I am paying what I can. I just give this company 400 less then 30 days ago and they are demanding 500 now and 400 as a payment plan in the next few months or so.. I advice the supervisor that I could now pay 500 right now but can pay 100 now and 100 each month there after. He refused to consider it or even transfer me to management. I am trying my best to pay all of my bills with what I have. It's a shame that a company that makes trillions of dollars is not willing to help me in such a hard time as this, again Pseg will get the money that is due to them, but what of am asking for is a payment arrangement for 9 to 12 months... If effort the I get back on my feet hopefully this trillion dollars company will consider and understand my situation. That I am not rich like them but is trying my best. Also to make sure that my balance is correct because it seems to high.Desired Settlement: Adjusting the bill correctly and giving me a reasonable payment plan. Doing so is not going to but the company out of business but not doing so will put me out of a home.. I am simply asking for the company to work with me that we both will be OK and satisfied
Business
Response:
Customer receives electric service only from PSE&G. The account balance is currently $946.60. Customer received notice that $765.05 is due immediately to avoid interruption of service. Company has extended two deferred payment arrangements to the customer in the past seven months which the customer did not keep. The account balance increases because there is a lack of payments and customer continues to use services. The last arrangement extended to the customer was a twelve month arrangement. Customer was to make a $100.00 initial payment followed by current bill plus an additional $38.00 for twelve months. This was not kept. Customer was advised by supervisor that company would lower the required amount to $500.00 and six month arrangements on the remaining balance. Following receipt of customer’s Revdex.com inquiry, we spoke with the customer again and reviewed the above payment history with her. Customer advised that she may be able to pay $200.00. She was advised that a $200.00 would not guarantee her service. At this point either the call was dropped or the customer hung up. Company tried calling the customer back several times but each time the call went right to voice mail.
Review: For the last 4 months PSE&G has been sending me bills for one month of service over $200.00 dollars and I have lived in the same apartment for over 15years and have never received bills this high I have tried on numerous times to resolve this matter with no response from the company
Now they have placed my account in collections or stating that my service will be cut off
My account number is [redacted]Desired Settlement: I want to be credited for the billing overage and to have an investigation on why I was charged and no one every followed up with me to make me have to contact your agency
Business
Response:
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.
Review: PSE&G is attempting to collect $231.82 plus it is withholding security deposit for services not received at UNIT [redacted] between April 17, 2015 to July 15, 2015. They were notify of these changes on April 14.
PSE&G was notified that the move out date for UNIT [redacted] was April 17, 2014. PSE&G made no attempts to collect money, make contact with me, no mail/letter was forwarded or received at Unit [redacted], failed to notify me of service changes and/or outstanding balance. Typically when there is an outstanding balance PSE&G contacts the customer via automated telephone system within 2 months; therefore PSE&G must have been aware of the service changed at UNIT [redacted] otherwise they would have contacted me to discuss the outstanding balance but PSE&G never contacted me to discuss outstanding balances since April 17.
I contacted PSE&G on July 11 after I logged on to their website to review if there was a reason why my security deposit is being withheld. The customer representative was rude and bluntly responded that it is my fault, he said that I was responsible for the unit even thought I did not live in the unit during that time. I kindly and calmly asked to speak to a supervisor as I have proof that I moved out on April 17 but the customer representative became hostile, disrespectful and aggressively started yelling and screaming that I was responsible for the outstanding balance and that he is not transferring me to a supervisor because the amount is my responsibility. He proceeded to hangup and the call was automatically transferred to a staff claiming to be a supervisor. She communicated that she would have the account review and ask for my new address to have the address updated in the system. She also asked for my new account information and I gave her my new account number with PSE&G as of May, 2015.
When I went to check the website today my account information including the address given was not updated in the system so I called back July 16.Desired Settlement: Corrected billing information backdated to April 17, 2015 plus my security deposit back.
As I have proof that I was not living in Unit [redacted] as of April 17 I cannot be held liable for services I did not receive at unit [redacted]. I simply did not receive the services PSE&G is claiming I received and they are holding my security deposit. PSE&G failed to communicate that there was an issue. I offered to provide proof of change of address and the Landlord will also contact PSE&G since they are responsible for the unit and I am not. The landlord worked with me to move me to a different unit # and they are aware of the issue with PSE&G. I am currently in unit [redacted].
Both customer representatives should also be reprimanded for their disrespectful behavior, nonprofessional conduct and lack of customer courtesy. They have poor ethics and make PSE&G a difficult business to deal with for which there aren't competitive options and/or competitive business standards to make fair comparisons.
Business
Response:
Reviewed the account. The customer's $392.19 deposit was applied to the Final Bill from the previous account and current charges on the new account. The last payment was on 1/22/15. The customer still owes $231.82. Since there was a balance due, the customer did not get the deposit back, as per the purpose of the deposit. In order to receive a deposit back, there must be 12 consecutive payments and the account must be current. The customer's account shows and ongoing balance, and she does not meet the criteria for the deposit returned to her. I called the customer and someone answered the phone then hung up before speaking.
Consumer
Response:
Review: [redacted]I am rejecting this response because:PSE&G never contacted me in reference to an outstandingbalance for a prior account, no bills were sent to me in reference to a prioroutstanding balance. In the past year PSE&G never mentioned during anycalls that there was an outstanding balance nor a prior balance was reflectedon any of my bills for the account under question. Therefore this is a bogusillegal claimed to request payment after more than 2-3 years? What account is this claimed for? PSE&G failed to provide a writtennotice of debt. My understanding is that the law states that within 5 days ofinitially contacting me of such claim, PSE&G must send a written notice ofthe debt that includes the amount of the debt, the name of the creditor and astatement describing my right to dispute. PSE&G never contacted me and theynever provided a written notice of the debt.If this is not the case, please provide the written notice ofthe debt for the prior account under discussion as I have no documentation onsuch debt and it’s been at least over a year of said debt claimed. The ~$231.00 under question are illegal fees for a service Idid not received since I did not live in such apartment since April 17, 2015and notice of move out date was provided to PSE&G over the phone inreference to the current account on April 14, 2015. Furthermore, I discuss theissue with [redacted] and my understanding is that they would becontacting PSE&G on this issue as they own the apartment and they areresponsible for the apartment as of April 18, 2015.I press the hangup button mistakenly on my cell phone this morning however please keep communications strictly writtenfrom this point moving forward since historically PSE&G customer service bluntly liednumerous times, disrespected me and raised their voice at me when communicatingvia telephone.
Regards,
Business
Response:
The company's position has not changed in the matter; the customers deposit was applied to the customers outstanding balance.
Consumer
Response:
Review: [redacted]
I am rejecting this response because PSE&G have not contacted me in reference to this issue and PSE&G have not attempted to resolve or review this case. My position on this matter remains the same: PSE&G owes security deposit, PSE&G is withholding my security deposit and they collected money for services that were not provided. The landlord contacted PSE&G to provide clarity but PSE&G did not resolved the case.
Regards,
Review: Yes my bill was large 1.070 that is mine bill from mine previous House Now I live in apartment so I was paying monthly 100$ so....I did on 07/01/15 PSE&G shutoff my service on 07/23/15 I call to collection agency They put me on hold forever then ask for 250 $ I pay the total is 300 $ for the month of July and still no power Today is 07/24/15 no power Hat summer I allready eat from garbage and the food I have to throw away Please Help me. Im single mother with kids IT is very hard to dill with companies lake that PLease . Please help
Business
Response:
[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.
Review: For the last 3 months my bill has more than doubled. I was even on vacation for several weeks and had everything turned off. When I called to get an explaination the rude customer service told us that they would send someone to come out and look at the meter and would call us back to schedule an appointment. No one called, after calling 3 times and being promised that someone would call to schedule an appointment to check the meter. I then called the corporate number and when I was finally able to speak with someone and explained I wanted an explaination about the bill they hung up on me! I called back again and requested a call back due to the outragous wait times, they said someone would call that night and no one called me back. I have never seen a company so poorly ran with appauling customer service.Desired Settlement: I want an explaination to why my bill has doubled randomly. Also I would like someone to look at our meter because I suspect that the meter is not reading properly. I would like to be refunded for my over charges.
Business
Response:
A voicemail message was left for the customer on 9/21,10/9 and 10/12. At this time we cannot locate the customer account because additional information is needed. We do not have an account at this location in the customers name nor can we locate an account with the phone number. Please have customer provide account number and or name the account is in so that we may assist customer with her concerns. Customer can contact Gwen W[redacted] directly at [redacted]
Review: the following is a letter that I sent to pse&g claims dept. My claim was denied.
Thursday, June 11 there was a power outage in my neighborhood. At 2:15 AM on June 12 PS E&G grounds crew massacred my bushes. PSE&G has been to this particular box on my property before and respectfully trimmed the bushes back. This evening the grounds crew had no regard for my property. The overall experience dealing with PSE&G has been awful. The lobbed off branches and debris were left ON MY LAWN so I dragged them onto the street and it sat there for 4 days before I could get someone from PSE&G to come out and clean it up. I've made countless phone calls looking for someone to assist me. instead I was reprimanded that I am not allowed to plant bushes near the box and they were well within their rights to cut them away. That doesn't mean they can destroy someone's property and leave it for them to deal with and clean up. I did not plant those bushes. They were already there when I bought the house. clearly by the photos submitted you can see that the sticker informing the homeowner about the space needed around the box is not legible. They slapped on a new one that evening. After zero assistance from PSE&G we had to clean it up ourselves. I submitted a claim to the claims department and they told me the claim was denied until they had heard about my complaint to the BPU.
My neighbors are upset over this unsightly eyesore and are not too happy with me being that I am the homeowner. I have been living here for 8 years and never encountered such a disregard for personal property and such disrespect for a customer as I have from your company. According to pse&g guidelines this is not an unforeseen accident and it is not weather related. I do believe it is PSe&G's responsibility to restore my property and make it look respectable.
thank you,
[redacted]Desired Settlement: I would like $500 reimbursement for the cost of having the rest of the bush removed and hauled away. grass seed.
Business
Response:
A PSE&G supervisor called [redacted] on 6/29/15 and advised her that PSE&G was required to remove the landscaping surrounding our transformer to gain access to its equipment in order to replace the transformer and remediate the property surrounding the transformer. [redacted] was advised PSE&G requires unencumbered access to its equipment at all times and at times PSE&G needs to clear the area to work safely.[redacted] was satisfied with the explanation for why a larger area was disturbed but not satisfied with the magnitude of the area disturbed. [redacted] felt that PSE&G should be responsible for the cost of the restoration she and her husband performed.[redacted] was directed to contact PSE&G’s Claims Department. The claim was reviewed and it was determined that PSE&G would not reimburse for any alleged losses associated with PSE&G clearing the area around the transformer.On July 8, 2015, a Business Assurance Specialist called [redacted] and explained that the claim would remain denied. Manager Operations – Claims also spoke to [redacted] The Manager attempted to explain why the pad mount transformer should not have anything growing around it, that PSE&G has an easement, and therefore PSE&G has the right to access its equipment. The Manager explained to [redacted] that the matter had been reviewed and PSE&G would not reimburse for any alleged losses associated with PSE&G clearing the area around the pad. [redacted] remained unsatisfied.However, over the last few days, a PSE&G Environmental Engineering Specialist spoke with [redacted] and advised that the transformer would be replaced and the area would be restored with sod. Most of this work was completed on 7/13/15.A Customer Relations Consultant spoke with [redacted] on 7/14/15. [redacted] stated that she was happy with the work the Environmental Engineering Specialist was doing, but still wantedreimbursement for landscaping costs she submitted to the Claims Department. The Consultant explained that all requests for monetary compensation must be addressed by the Claims Department andunfortunately her claim was denied. He offered to credit [redacted]’s account $50 for good customer relations but she declined and stated that she may pursue reimbursement through small claimscourt.Thank you.
Consumer
Response:
Review: [redacted]I reject this response because the facts are incorrect. 1st paragraph- 6/29/15 I was not informed that the bushes needed to be removed in advance. on 6/12/15 I woke up to find the bushes already cut up debris left on my front lawn. They did not leave a note, a card or an explanation on what happened. Is it because they have an "easement" on my property and they can do whatever they want with no explanation? No accountability? 2nd paragraph-the alleged cost of the restoration was to clean up the mass destruction they left at my front door. 3rd paragraph-PSE&G did not clear the bushes away at all they disrespectfully hacked them up and left them for me to deal with. 4th paragraph-It is understood that the box must be changed and that there is an easement on my property however, that does not give PSE&G's grounds crew to the freedom to destroy my property. That is criminal mischief. The cost of removing the debris and fixing the mess is not alleged at all. The claims department told me that the town pick up should take it away. I'm not sure what town she lives in but my town doesn't accept that size roots or trees they must be trimmed to 4 feet and I do not own the equipment to trim up a root system on a 25 year old bush of that size. I paid someone to haul it away. 5th paragraph- To date the sod has been installed and I am very happy with the job that the environmental department has done fixing the grass. Note- The rusted out unleveled box has not been replaced yet. It is understood that this will be happening in the next two weeks. If it was a justified emergency in the early morning of 6/12/15 to cut up the bushes why is it taking so long for them to come and replace it? Why didn't PSE&G send me a letter informing me of their tariff 13.1? When I purchased the house in February 2007 PSE&G did not notify me as the new homeowner of any tariff. 6th paragraph- The good customer relations $50 credit was denied because it is insulting. Good customer relations begin by treating your customers with respect. Treating your customers property with respect. Treating the law with respect. Having an easement on a customer's property does not give PSE&G a legal right to leave it in a massive state of disarray. At this point I am going to be contacting my local Assemblyman, Senators Congressmen and I will continue to pursue my complaint with the BPU.Thank you
Review: many complaints in my building regarding the meters that are potentially faulty. suggested that we reach out to the company individually as per our building management. the customer service rep that I spoke to was rude and did not understand what I was conveying. advised that I rarely used the heating unit however my bill was high. she kept repeating that it was a cold winter. instead of stating my life story on why I was rarely home to use the heating, I had advised the rep that I did not use the heating unit and trying to help her understand that I was not home during the cold winter. she exasperated and in a low tone, said 'oh my god'. all she could state was it was a cold winter and explain to me how my unit works (as I did not understand that if I power something on that it did does not use electric - needless to say, I was a bit insulted) and refused to send out a tech to review the meter. advised that the only way they would if they see a spike in my bill.Desired Settlement: 1. have a tech review my meter to ensure that it's not faulty.
2. have the staff or specifically that agent, retrained on customer service
3. if it's a faulty meter, I would like an explanation on how this was determined (providing "tech checked" is not acceptable. would like to know what exactly the tech checked. gas lines, meter lines, etc, visual checks or tracing out or perhaps attaching a meter to the line to check if it's working properly)
Business
Response:
Customer Relations spoke to the customer on 4/29. To address her high bill concern for her electric, the company will schedule an appointment to have meter changed and tested. Advised customer if the meter tests accurate, then that confirms our equipment is operating correctly and the bill will stand as correct as rendered. And if the test results come back with some anomoly that indicates the meter was not accurate, we can address that with the appropriate adjustments. REgarding the customer's concern about the representative she spoke to on 4/27, that call has been forwarded to the appropriate supervisor for review and follow up to determine if there were any gaps in process, policy or customer service level. I apologized to customer for any incovenience or frustration she experienced while trying to get her concerns addressed. The customer has requested that the meter be changed on the same date as a neighbor in 20F. Will check to see if we can accommodate same and will contact the customer back to confirm all. Customer was satisfied with this and also has my contact information if she has any other concerns. The account has been put on hold for 30 days pending the investigation. Customer was directed to continue to pay all undisputed charges in the meantime however.
Review: On December 18, I requested svcs be turned on in my new apartmentI was told that someone would be out within hours that day, NO ONE SHOWED UPThe next day I called customer service and was told someone would be out between 8-4:because it was the weekend, NO ONE SHOWED UPAs for Sunday NO ONE SHOWED UP YET AGAINThen on Monday, December 21st after waiting all day long again, NO ONE SHOWED UPI called the customer service dept and was told that I wasn't scheduled for service until the following day, Tuesday December 22, between 8-A technician called AT 10:and said he would be at my new apt in minutes, minutes later he called and said my turn was being bumped for an emergency callWith all due respect I have an infant child (which was told to several reps when I called) and I had been in the apartment for whole days without electric and gasAm I not considered an emergency at this point? Or at the very least a priorityI am utterly disgusted with how my case has been handled by your staff, from the initial request of the turn on to the many reps that claimed a technician would be out to turn my power on.Desired Settlement: I want disciplinary action taken against all staff that handled my initial request to turn on service and the reps I spoke to over the weekend
Business
Response:
Customer Relations attempted to reach the customer on 12/and 12/and left messages each time with contact information to return the callReview of the account shows that the customer's service was turned on 12/22/Will confirm all with the customer when the call is returnedIn addition, the calls the customer made between 12/and 12/will be reviewed and any gaps in customer service, policy or process will be addressed with management
Review: PSE&G did a repair job regarding reconnection of our meter to our main panel. The repair man that worked on our mail panels pulled a wire loose that connects the main panel with the meter. Now I have no power. PSE&G is now telling me that we need to hire an electrician to fix the damage that they caused.Desired Settlement: PSEG to pay for the damage that they caused to our main panel and get our power turned back on.
Business
Response:
According to PSE&G’s records, a technician reconnected
the electric service on 10/09/15. On 10/13/15, orders were issued for a
part power condition and no power condition. The two troubleshooters who
responded to the customer’s calls reported that the voltage at the meter panel
was good, so the issue was not PSE&G’s responsibility. They both
informed [redacted] that the issue was beyond the meter, so she needed to have
an electrician make the necessary repairs. [redacted] hired an electrician
who remade the connections from the electric meter to the customer’s main panel
in the basement.A Senior Engineering Plant Supervisor spoke to [redacted] on
10/15/15. [redacted] states that when the service was either disconnected
or reconnected, she believes that a PSE&G representative caused the
damage to the service. She stated that she has filed a claim for damages
and loss of property.A Customer Relations Consultant left a voicemail for [redacted] on 10/16/15 confirming that the Claims Department will investigate her
concern and provided his number in case she has any additional questions.Thank you.
Review: My house has 3 floors, which is legally considered as two units property. I have three accounts: - Common account [redacted] which include 1st floor is considered as common area, which is a foyer linked to 1, 2 and 3 foyer lights and 2-cars garage. There is, UNIT 1, acc: [redacted] is located on 2ndfloor. Then, the UNIT 2, acc: [redacted] which is located on 3rd floor. The previous owner has assigned the meters corresponding with the units for the past 10 years, I got this house last year and during my conversation with one of the supervisors about a refrigerator service, the supervisor decided to make changes to my 1st unit to be called unit 1&2 and unit 2 becomes unit 3. This changes is not being discussed with me and this change is inconsistent with township rule. I have been getting complaints from my unit 2 tenant about the billing and service calls reps rang their unit bell for service done in unit 1. I have hard time to get all this problem around just because of that particular one supervisor decided on making changes onto my accounts and causing my tenant and me having headache about this matter. This can cause my tenant refusing to pay the bill because now his bill has shown to be unit 3 bill, not his responsible any longer.Desired Settlement: I want three of my accounts to be assigned as they were before according to the township assignment of common area, unit 1 & 2 respectively. There is no such thing as called as unit 3 in my house. This changes can cause more problem in longer term. I do not want to see this problem get worse
Business
Response:
Review of the account shows there are residential gas and electric and gas meters in the premise for each of the 2 residential units. Each set of meters receives a seperate invoice. The 3rd account # (electric meter) is for the common areas of the home -- basement, hallways, smoke detectors etc. this is common and sometimes required by certain municiplities. This customer will continue to receive 2 invoices one for her residential unit and 1 for the common space. If the township permits she could have an electrician re route the common area service to her residential meter (at her own expense) but this could be a problem should she chose to rent her unit to another tenant. I left a voice mail for [redacted] 8/12 I will explain the details to her when she returns my call.
Review: blood pressure unstable since smart meter installed also I am being charged for a product I did not sign papers stating I wanted one and I would pay for it. this meter has gave me an addition to $600.00 raising my bill to $1230.00 from $400.00 after the installation. this meter is causing appliances to blow out and PSEG is refused to return my analog meter which I told them to check out and gave me a smart meter instead and never returned my meter. they are illegally charging us for a product that is causing harm and damage to personal belongings.Desired Settlement: replaced smart meter with original and or another analog meter and the bill adjusted to its original amount before meter change.
Business
Response:
BALANCE $1230.94. LAST PAYMENT $198.86 8/6/15. 1 DPA NOT
KEPT. THIS IS A SINGLE FAMILY HOME WITH GAS AND ELECTRIC SERVICES
BASED ON ACTUAL READS. COMPANY HAS
SPOKEN WITH [redacted] AND HIS WIFE MULTIPLE TIMES AND AS RECENT AS EARLIER
THIS MORNING. FOLLOWING CUSTOMER’S HIGH BILL COMPLAINT, THE ELECTRIC METER
WAS REMOVED. IT WAS SUBSEQUENTLY TESTED
ON 10/6/15 AND FOUND TO BE ACCURATE AT 99.120. TEST RESULTS WERE FORWARDED TO THE CUSTOMER. CUSTOMER NOW HAS GAS
AND ELECTRIC ERT METERS. COMPANY PREVIOUSLY EXPLAINED TO THIS CUSTOMER AND HIS
WIFE THAT THERE ARE NO HEALTH DANGERS ASSOCIATED WITH THESE METERS. THIS HAS BEEN EXPLAINED EACH TIME THAT WE SPOKE WITH THE CUSTOMER. THEY CLAIM THE COMPANY IS DISCRIMINATING
AGAINST THEM BECAUSE WE WILL NOT CHANGE THE METER TO THE TYPE OF METERS THAT
THEY WANT. THE CUSTOMER BELIEVES THEY
CAN CHOOSE THE TYPE OF METER THAT THE COMPANY INSTALLS. COMPANY ADVISED THEM THAT IT IS NOT
DISCRIMINATION. . ADDITIONALLLY CUSTOMER HAS HAD A GAS ERT METER SINCE 4/2011 (4 ½ YEARS) AND
NEVER MENTIONED ANY CONCERNS OR PROBLEMS WITH THE GAS ERT. IT WAS NOT UNTIL COMPANY INSTALLED THE
ELECTRIC ERT METER THAT THIS CUSTOMER BEGAN TO COMPLAIN. CUSTOMER WAS ADVISED THAT THE COMPANY IS ORDERING ALL ERT (ELECTRONIC) METERS
NOW AND THEY ARE WHAT IS REPLACING EXISTING METERS. THE CUSTOMER DISPUTES THIS.EARLIER TODAY DURING
OUR TELEPHONE CONVERSATION WITH THIS CUSTOMER, THE CUSTOMER CLAIMED THAT THE ELECTRIC
ERT METER IS RESPONSIBLE FOR BLOWING UP HIS A/C UNIT AND HIS MICROWIAVE. HE WAS PROVIDED WITH THE NUMBER FOR THE PSE&G
CLAIMS DEPARTMENT TO FILE A CLAIM FOR HIS LOSSES. THE ACCOUNT BALANCE
IS $1290.94. THIS IS NOT A ONE MONTH BILL BUT RATHER AN ACCUMULATED
BALANCE. THE LAST PAYMENT OF $196.86 WAS
ON 8/6/2015. CUSTOMER HAS BEEN EXTENDED ONE PAYMENT ARRANGEMENT WHICH THE
CUSTOMER DID NOT KEEP. THE ACCOUNT HAS A
SHUT OFF NOTICE ON IT AND SERVICE CAN BE INTERRUPTED AT ANY TIME UNLESS
$1074.00 IS PAID ON THE ACCOUNT.