Puget Sound Energy, INC.

Thank you for forwarding the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe complaint states that Ms*** believes that a refund check sent to her property manager, *** ***, was actually due to her
Ms***
contacted Puget Sound Energy on June 2, 2015, and signed for electric service at her apartment effective March 23, Prior to Ms***’ call on June 2nd, her apartment complex, Sinclair Apartments, was being billed monthly by PSE for the electric service at her unitAfter Ms*** called and notified PSE that she was responsible for the service beginning March 23rd, all charges after that date were refunded to *** *** and billed directly to Ms***The refund PSE issued to *** *** was for money that the apartment complex paid to PSE and Ms*** is not entitled to that refund
In September 2015, Ms*** filed a complaint against PSE with the Washington Utilities and Transportation Commission (UTC)During the course of that complaint, the UTC provided documentation to PSE which showed that *** *** passed along the PSE bill to Ms*** on her AUM utility statement for the 4/1/15-4/30/utility billing periodThe amount of the electric bill was $After reviewing the statement, PSE was able to confirm that *** *** had passed on the electric bill to Ms*** as a request for compensation for paying the electric bill for her unitA Complaints Examiner from PSE spoke with a property manager at *** ***The two mutually agreed that, based on the documentation provided by both parties, Ms*** should receive a refund of $from Sinclair ApartmentsPSE does not owe Ms*** a refund
At this time PSE is considering this dispute to be between Ms*** and *** ***. Any further questions that she has regarding a refund check should be directed to the property manager at *** ***
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience Ms*** has experienced regarding this matter
Sincerely,
Puget Sound Energy

Complaint: ***I am rejecting this response because:Puget Sound Energy responded to someone else, not meTheir response has nothing to do with my issueThis is a perfect example of why it is impossible to resolve a problem with PSE.Sincerely,*** ***

Dear Mr***,
We have been trying to reach you by phone and email and have been unsuccessful. Based on the information in your case submitted to the Revdex.com, we feel it would be best to schedule an appointment with you to be present for a meter test to verify you are being billed for the correct
meter and also to verify the accuracy of the meter. Please contact myself, Stacey H*** at 425-424-to schedule the meter test
Thank You,
Puget Sound Energy

Dear Ms***,
Upon receipt of the complaint you filed with the Revdex.com, a compliance check has been performed to ensure we/PSE is in compliance with the rules we must comply with as a Regulated Utility. PSE is regulated by the *** (*** *** *** ***
***). Following are the WAC (Washington Administrative Codes) that PSE must comply with when collecting deposits from our consumers
WAC 480-100-& WAC 480-90-
(1) Deposit criteria for current residential customersAn electric utility may collect a deposit from its own customers for residential service only if:
(a) At any time during the prior twelve months, the utility has sent the customer three or more delinquency notices;
(b) The utility has disconnected the customer's residential service for nonpayment; or
(c) There is a prior customer living at the residence who owes a past-due bill to the utility for service at that address
(3) Deposit amountDeposits required for a customer or location must not exceed:
(a) Two-twelfths of the estimated annual billings for utilities billing monthly; or
(b) Three-twelfths of estimated annual billings for utilities billing bimonthly
Our investigation found that the deposit charged on 8/20/was charged to bring the Total Security Deposit on your account up to two-twelfths of the estimated annual billings for the service period of 8/20/through 8/18/15. It was also discovered that there was an error in the calculation of the deposit charged on 5/13/of $143.00, the amount charged at that time should have been $
For your review we have included the deposit calculations in our response. If you feel PSE is not in compliance with the rules we must comply with, you do have the right to file a complaint with the *** (*** *** *** *** *** They can be reached by phone at*** and their address is *** * *** *** ** WA, Olympia, WA 98504-
Regards,
Puget Sound Energy Performance Management

Dear Ms***,We have gone ahead and pulled your account back from collections one last time and reinstated the bi-weekly installment plan you had previously on the account balance of $194.41. Following is the details of this arrangement and you will also receive a confirmation of these
arrangements in the mail. $due 3/21/17$due 4/4/17$due 4/18/17$due 5/2/17 Sincerely,Customer CarePuget Sound Energy

Complaint: ***
I am rejecting this response because: My previous correspondence questions have not been addressed/answered.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Sending me a bill for a meter that has been malfunctioning for several years is unjustMy energy consumption would have been immediately lowered, had I known that I was accumulating such chargesI was under the impression that my bills were lower because of my energy efficient windows and water heater that were installed during the same time periodThese errors are not my fault, there are due to your faulty equipment
Sincerely,
*** ***

Dear Ms***,We apologize for the confusion you encountered with your PSE statements. I have completed a complaince check on your account and find that you have been billed correctly and have included an itenized account history for your review. The confusion started when the $
payment applied to your account on 3/4/15. Your intentions were for this payment to be applied to your security deposit however to be in complaince with the Washington Administrative Code, PSE must allow customers to pay deposits over months in increments of 1/2, 1/4, 1/4. As you will see in the included account history the deposit arrangements created by our billing system were set up for the first 1/of the deposit in the amount of $to be paid by 3/31/15, the 2nd 1/of the deposit in the amount of $to be paid by 4/29/and the last 1/of the deposit in the amount of $to be paid by 5/29/12. When the payment of $posted to your account on 3/4/it did not post entirely to the $owing on the deposit. The $payment was applied to the first deposit installment arrangment in the amount of $and to the $current charges leaving a credit balance of $-to be applied to future charges. Which is why the statement that generated on 3/12/showed an amount due of $on 4/1/15.When the next statement generated on 4/3/it showed current charges of $+ the 2nd deposit installment amount of $11.50, a credit balance forward of -$and a total due on 4/23/of $26.23.On 4/you contacted our Customer Care Center and spoke to Shelly and advised her that you had intended for the full $payment you made to be applied to your deposit. Shelly sent a request to our payment resolution team to reallocate the $to your deposit instead of how it had previously been posted by the billing system and cancelled the deposit installment arrangement that had been systematically created on 2/24/15.We have reversed the late pay fees which billed out on the 5/5/statement for the amounts of and for a total credit of cents which you will see in the provided account history. The $PSE Help Pledge Payment has been applied as follows:-$Pledge Credit billing initiation charge due 4/1/15 Electric Consumption charge due 4/1/15 Electric Consumption charge due 4/23/15 of the Electric Consumption charge due 5/26/15Balance owing afer $pledge = $10.10A payment posted on 5/16/for the $bringing the account balance to $0.00Charges billed 6/= $which were paid 6/bring the account balance to $0.00The two late pay fees were reversed on 6/leaving a credit balance on the account as of today 6/22/in the amount of Cents.We have attached a spreadsheet of the account history and also pasted a copy below into this response. We apologize for the confusion and find your account is correct as fo today 6/22/15.Sincerely,Stacey H.SrEscalated Complaints ExaminerCustomer Care Operations
ActivityDate
Account History for Account #*** *** *** *** *** Mount Vernon, WA
ActivityAmount
AccountBalance
Starting Balance = $
2/24/
UPDATED: MOVE-IN: *** *** requesting moat *** ***, ***, Mount Vernon, WA effective 2/24/2015. Discussed all charges including depositAdvised customer a confirmation of arrangements letter will be sent for the depositInformed customer about payment options. Promoted My PSE Account. Account verifiedAJanek***
2/24/
Electric Billing Initiation Charge + city tax =
2/24/
Security Deposit 46.00Automated System created Deposit Arrangements as follows:Due Date & Amount Due03/31/$23.0004/29/$11.5005/29/$
3/2/
*** called because of an email she recieved about starting service at a new addressVerified the correct addressverified*** ***
3/4/
Payment on Account -46.00, balance
-
3/4/
Electric Consumption Bill
3/12/
bill Current charges + Dposit Installment payment #1, -46.00(cr)pb, -5.83(cr)balance. Due 4/1/15* NOTE: Deposit was paid in full however the bill statement still showed the installment arrangement as being active
4/2/
Electric Consumption Bill $
4/3/
bill Current charges + Deposit Installment payment #2,-5.83(cr)b, total due 4/23/15** NOTE: Deposit was paid in full however the bill statement still showed the installment arrangement as being active
4/10/
UPDATE/INQUIRY *** *** wants her payment of to be applied to her deposit so its paid in fullSent request to payment resolution to reallocate She understands she will then owe us verified. sbeethe***
4/10/
2/24/System Created Deposit Installment Deactivated due to deposit being paid in full on 3/4/
5/1/
Electric Late Pay Fee
5/1/
Electric Late Pay Fee
5/3/
Electric Consumption Bill
5/5/
bill Current Charges + Deposit Installment = 45.37current, previous balance = Total due = due 5/26/
5/14/
PSE Help Pledge Payment Received -50.00, balance
-
5/16/
Incoming Payment -10.10, balance
-
6/2/
Electric Consumption Bill
6/3/
bill 24.73current charges, 0.00previous balance, total due 6/23/
6/9/
INQUIRY: *** *** calling for understanding on her billSent an account history to go over the account in fullSent to ***@live.com via Egain Case # ***. Account verifiedRE*** ***
6/11/
Incoming Payment -24.73, balanceAccount paid in full
-
6/12/
Revdex.com Complaint Received Case #***. Customer states PSE has been unable to explain her billing statements to her and she was not allowed to speak to a supervisor when she asked for one. She is asking that her statements and account be reviewed and that her $donation was properly applied to her billing. She is also disputing the late pay fee she was charged
6/22/
Electric Late Pay Fee Reversed -
-
6/22/
Electric Late Pay Fee -.06, -Cents Credit Balance
-
6/22/
Account Balance = $-Credit
-

Thank you for forwarding the additional information provided by *** *** to our office for reviewPSE is regulated by the Washington Utilities and Transportation Commission (UTC)If Ms*** believes that she is being billed incorrect rates, she may contact the UTC at 1-888-333-to request a compliance check
We trust that this information will assist you in closing the complaint
Sincerely, Puget Sound Energy

Following are the payments and posting dates on both account numbers. Now that Mr*** has opened a complaint with the Utilities Commission any further questions should be addressed through the UTC complaint process, not through the Revdex.com
& Payments posted to
Account #*** for *** *** ACCOUNT
Posting Date
Payment amount
2/1/
-$
1/31/
-$
12/28/
-$
11/30/
-$
11/1/
-$
10/4/
-$
8/29/
-$
8/2/
-$
6/28/
-$
6/1/
-$
5/3/
-$
4/5/
-$
3/1/
-$
2/2/
-$
Payments posted to Account
#*** for *** *** ACCOUNT
Posting Date
Payment amount
2/1/
$

Dear Ms***,The article you attached is from March ,and PSE's business practices regarding deposits has changed since that time. As advised in our inital response, the deposit assessed on your account is valid and will not be waived. We are sorry this is not the response you are looking for. A month installment arrangement on the deposit is stil available. If you feel PSE is not in compliance with the rules we must comply with as a regulated utility you have the right to file a complaint with the Utility Commission. The Utility Commission's phone number is *** and their address is *** *** *** Dr SW, Olympia, WA 98504.WAC (Washington Administrative Code) 480-90-- Residenital service deposit requirements - http://apps.leg.wa.gov/wac/default.aspx?cite=480-90-
(1) Deposit criteria for residential customersA gas utility may collect a deposit from its own customers for residential service only if:
(a) At any time during the prior twelve months, the utility has sent the customer three or more delinquency notices;
(3) Deposit amountDeposits required for a customer or location must not exceed:
(a) Two-twelfths of the estimated annual billings for utilities billing monthly; or
(b) Three-twelfths of estimated annual billings for utilities billing bimonthly
(4) Deposit payment arrangementsThe utility must allow an applicant or customer the option of paying fifty percent of the deposit prior to service, and paying the remaining balance in equal amounts over the next two months, on the dates mutually agreed upon between the applicant or customer and the utilityThe utility and applicant or customer may make other mutually acceptable deposit payment arrangements
Regards,Customer Care

Dear Ms***,
Thank you for forwarding your complaint to our office for reviewWe appreciate you bringing this matter to our attentionYou state that you experienced a power outage sometime in late March, and that you are requesting reimbursement for $in spoiled foods
The
outage that you experienced began at 1:PM on March 30th, 2015. The outage was caused by a third party who fell a tree into PSE overhead electrical lines. The tree extensively damaged PSE’s high voltage transmission line, including multiple transmission insulators, as well as the electric distribution line underbuilt beneath itThe fallen tree had to be cleared from the line before repairs could commence. The location of the damage, in relation to the customer, was such that the customer’s power was unable to be restored through switching prior to the completion of repairsThe customer’s power was restored at 5:PM on March 31, after an outage of 28hours
Per PSE’s tariff, a customer will be eligible for a $service guarantee credit in the instance that a service outage extends beyond hoursAs the outage that you experienced was hours, there is no credit warranted for this outage
I trust that this information will assist in closing your complaintI apologize for any frustrations you have experienced regarding this matter
Sincerely,
*** *** Senior Escalated Complaints ExaminerCustomer Care OperationsPuget Sound Energywww.pse.com

Dear Ms***,
Our records show that one of our Call Center Supervisors called you on December 2nd and left you a message that this account has been pulled back from the collection agency and as a courtesy the remaining balance of the account has been written off. If you have any
additional questions, please contact our Call Center at 1-888-225-
Regards,
SH - SrEscalated Complaints Examiner
Puget Sound Energy

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The incompetence of PSE forced me to utilize thinking this could be criminal activity The suspect identified himself as a PSE employee He stated that he thought it was "wrong" and "shady" to walk onto private property with no notice questions:why does PSE not apologize for forcing me to call in fear of criminal activity?why could you or a manager at PSE identify the suspect?if this policy is a good one why did the suspect state that numerous customers have called 911and mention that he felt the working policy was shady dangerous and wrong?why do you place your workers and subcontractors at risk with this policy? The suspect identified himself as a PSE employee and did not display nor offer to me a badge from his contracting companybased on that statement should I involve law enforcement in this matter of misrepresentation and trespassing?

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:My Carpet is damaged due to the Technician from PSE and now they refuse to admit faultPhotos have been sent to the Claims Agent as evidence or proof, yet he wants me to contact our Home Insurance to have them payI'm really upset with this matterI appreciate any assistance you can help me out with.Sincerely,*** ***

Dear Mr***,
Puget Sound Energy is a regulated utility and as a regulated utility the connection fees we charged are approved by the Washington Utilities and Transportation Commission. Also, as a regulated utility we are required treat all customers equally. I have verified that
the disconnection of service at your location was withe rules that we must adhere to as a regulated utility and we will not be removing the $connection charge. We apologize for the frustration this may have caused you with you not knowing *** *** was not also your gas company. If you are renting, your landlord or property owner should have provided you with a list of utilities you needed to contact to apply for service with or if you purchased the home you should have been provided with a list when you signed the papers to purchase
PSE is not required to provide notice before we disconnect for service that is not being paid for however, as a courtesy, our process does include mailing a letter to the service address before we disconnect service. Our records show the letter I am referring to was mailed to your service address on 8/9/16. A copy of this letter is attached. If you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you have the option to contact the Utilities Commission and file a complaint with them and they will then do their own compliance check to ensure PSE did adhere to the rules we must adhere to as a regulated utility. The phone# for the WUTC (Washington Utilities and Transportation Commission is 1-888-333-and there address is SEvergreen Park DR SW, Olympia, WA
Regards,
Puget Sound Energy
Escalated Complaints Department

Dear Ms***,
Since you have also filed a complaint with the WUTC (Washington Utilities and Transportation) we are referring you to the UTC as we responded to the UTC complaint on March 1st. You should be hearing back from the UTC investigator who your complaint was assigned to, her name is
Michelle. If you do not hear back from her soon, you may want to contact her to see if she has completed her compliance check.
What I will tell you is that the $deposit was charged in error as the system did not recognize you already had a deposit on file. That $deposit has been reversed and your account balance is $235.54. While your UTC complaint is open, any additional information must be discussed between you and the UTC
Regards,
SH - SrEscalated Complaints Examiner
Puget Sound Energy

Complaint: ***I am rejecting this response because:
PSE after reading the latest letter you wrote It is now clear why I never received a billing statement from youIt is because you were sending the billing statement to my step-son who was living at the service addressIn care of his nameWhich mean his name is on the billing statementThis is mine last letter and respond about this matter, because all you are going to said , "the account is in your name".He never notify me about the billing statements , because he was using the serviceAnd he knew the bills were his
Thank Revdex.com ,for allowing this matter to be brought to lighti do appreciate your associate
Good bySincerely,*** ***

Dear Mr***,
We have completed our investigation on the account number you reference of *** and find that account# is for your current address of *** *** *** * in Seattle. The service address is printed on the statement. We've attached a copy of this information from
the last statement issued on 11/8/
The account number for *** *** *** ** *** in Seattle was ***. Service was ended in your name for that address on 9/14/and payment for the final bill was received on 9/28/and you have not been billed for any gas service on that account number since the Final Bill was issued on 9/16/16. Our records show that when your wife, Amy called on 6/28/to start service for the *** *** *** * address she stated to keep the mailing address for both accounts *** *** *** ** *** address until further notice.
We have updated your mailing address to *** *** *** ** *** ** ***. Your next statement is scheduled to generate approximately 12/9/
We apologize for any confusion. If you have any additional questions, please contact our Customer Service Department at 1-888-225-
Regards,
SH - SrEscalated Complaints Examiner
Puget Sound Energy