Puget Sound Energy, INC.

Complaint: [redacted]I am rejecting this response because: I need documentation stating that the accounts are paid in full or are pulled back from all credit bureus. I would also like pay off letters mailed or emailed to me for my records. I need proof of the pull back so that I can share this with my future lenders.
Sincerely,[redacted]

Dear Mr. [redacted],
Per our conversation on October 11, 2016 your service was fixed around 2:00 on October 10th.  The serviceman's notes state repairs were made to  your weatherhead which is customer owned equipment not PSE equipment.   You advised me that the electrician you hired...

had informed you that the repairs that were needed were not something he could repair and that he said it was something PSE needed to repair.  We discussed that you could file a claim with our claims department who could look into the repairs further and I provided you with the claims agent's name and phone number which was Lacy V[redacted]. 
Sincerely,
Stacey H[redacted]
425-424-6572

Ms. [redacted], We have performed a compliance check on our account and have verified the deposit charged on 6/6/17 is in compliance with the rules we must adhere to as a regulated utility.  The rules allow us to charge a deposit when there have been three or more disconnection notices issued in the...

last 12 months.  Our records show the following disconnection notices were sent in the last 12 months. 1.      9/30/16 Urgent Notice sent for $222.66 2.      3/21/17 Urgent Notice sent for $206.31 3.      6/6/17 Urgent Notice sent for $308.00 Each of these notices contained the following message:  Important: If you receive three delinquency notices during the prior 12 months, we may charge a security deposit. If you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission).  They can be reached by phone at 1-888-333-9882 or at 1300 S Evergreen Park DR SW, Olympia, WA 98504. Regards, PSE, Customer Care

Complaint: [redacted]I am rejecting this response because:  Again, this makes no mention of the $60 billing.  And obviously I do not use  $60 worth of electricity a month.  Originally a customer service rep told me that my $49 deposit has already been used to pay the electricity.  But mainly, no mention of the $60 statement.Sincerely,[redacted]

Dear Mr. [redacted],Our records show that 2 disconnection notices were sent prior to your service being disconnected.  Copies of these notices have been attached.  The Urgent Notice was sent on 5/9/17 and the Final Notice was sent on 5/18/17.  We did not receive any mail return from the...

post office for either of these notices.  We are unable to cancel [redacted] account per your request.  Ms. [redacted] applied for service in her name after your service was disconnected for non-payment.  PSE is a regulated utility governed by the WUTC (Washington Utilities and Transportation Commission).  If you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you have the option to file a complaint with the WUTC and they will perform a compliance check on your behalf.  If you choose to file a complaint with the UTC you can reach them by phone at 1-888-333-9882.  You can also file a complaint at their office located at 1300 S Evergreen Park DR SW, Olympia, WA 98504. Regards,Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for forwarding the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention. Ms. [redacted] states that her service was disconnected in error despite her account being in good standing, and she is now being assessed a security deposit and...

reconnection fee which she is requesting that PSE waive. In April 2015, Ms. [redacted] established electric service with PSE at her current address. At that time she was provided with a new account number of [redacted] and her account at her previous address was closed. Ms. [redacted] successfully remitted payments to her new account number on 5/13/2015 and 6/24/2015. No further payments were received from Ms. [redacted] for that account number. PSE mailed Ms. [redacted] an Urgent Notice on 8/5/2015 and a Final Notice on 8/14/2015. Both notices advised Ms. [redacted] that in order to avoid disconnection of service, a payment of $101.57 must be received no later than 8/24/2015 to avoid disconnection of service. No payment was received, and on 9/8/2015 Ms. [redacted] electric service was disconnected for nonpayment. After her service was disconnected, Ms. [redacted] contacted PSE and advised that she had made a payment of $130.63 to her old account in error. At that time, Ms. [redacted] payment was located and was transferred to the new account that has now been established for her, and an order for reconnection was placed. Ms. [redacted] new account number is [redacted]. All payments for new consumption charges should be remitted to that account number. Her previous account, account number [redacted], was closed when her service was disconnected for nonpayment, and has a final balance of $180.17. Ms. [redacted] is eligible to make a payment arrangement on that final balance if she is not able to remit payment in full by the due date. Ms. [redacted] is requesting that her deposit and reconnection fee be waived. Because the disconnection of her service was not a result of a PSE error, these fees are valid and will not be waived. Ms. [redacted] has also reached out to the Washington Utilities and Transportation Commission, and that agency is reviewing her disconnection and conducting a compliance check, results of which will be reported to her directly by that agency. Ms. [redacted] is advised to contact the WUTC directly should she have further questions or concerns regarding the disconnection of her service. We trust that this information will assist you in closing the complaint. We apologize for any inconvenience that Ms. [redacted] has experienced regarding this matter. Sincerely,Puget Sound Energy

Dear Mr. [redacted], We have verified with our contractor, Hydromax USA that they do have an employee
with the last name of C[redacted] who was at this customer’s property inspecting the
gas lines for our Gas Leak Survey program.  Hydromax said that if they are
asked by customers what they...

are doing, they are expected to state that they
work for Hydromax USA, contracted by Puget Sound Energy, for the Gas Leak
Survey Program and depending on the situation, they may go into further
detail. Their employees wear 3 badges- A PSE Branded Badge, A PSE access
badge, and a Hydromax USA badge. Each badge has a photo of the employee.
 
You do not mention in your complaint if Mr. C[redacted] told you he worked for
Hydromax USA, contracted by Puget Sound Energy, for the Gas Leak Survey
Program.  Please let us know if he didn't so that we can provide that information to Hydromax to
discuss with their employee.
 
Unfortunately,
our call center agents are not able to identify Hydromax employees however if
you them that Mr. C[redacted] told you he worked for Hydromax  our call
center employees should have advised you that yes, Hydromax is a
sub-contractors of ours that inspect our gas lines for our Gas Leak Survey
Program.
 I hope this answers your questions. Regards,Customer CarePuget Sound Energy

Dear Ms. [redacted] and Mr. [redacted],Please find attached to our response an Account History showing charges, statements, payments and disconnection notices.  Additionally, we have attached a copy of the last statement issued before service was disconnected for non-payment on 1/31/17.  This...

statement is dated 1/1/17 and as shown on the statement the past due balance when this statement generated was $386.61 and the current charges were $151.44 for a Total Amount owing of $538.05.  We've also attached the two disconnection notices sent prior to service being disconnect.  You will see on the disconnection notices the "payment must be received by" date was 1/30/17 and the amount that was required to be paid by that date was $386.27.  Service was disconnected on 1/31/17 due to the required payment of $386.27 had not been received by 1/30/17.  This past due balance included charges that were due 7/28/16, 8/29/16, 9/28/16, 10/28/16, 11/30/16 and 12/28/16.  The account history spreadsheet attached shows the payments posted to your account and as you will see when you review the account history the account was not paid in full each month and a past due balance was shown on all statements sent during the period of this account history.PSE is a regulated utility governed by the Washington Utilities and Transportation Commission and must adhere to the Washington Administrative Laws.  WAC 480-100-128 outlines the requirements we must follow prior to disconnecting service and WAC 480-100-133 outlines the requirements we must follow when reconnecting service.  One of the rules is that when service is disconnected for non-payment the amount that had billed prior to the disconnection becomes a "prior obligation" and the customer is not required to pay the amount service has been disconnected for to reconnect service.  What the customer is required to pay is a deposit + a reconnection charge.If you fee PSE is out of compliance as a regulated utility you do have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission).  They can be reach by phone at 1-555-333-9882 or in person at 1300 S. Evergreen Park DR SW, Olympia, WA  98504. Regards,Customer CarePuget Sound Energy

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Thank you for forwarding the complaint of [redacted] to our office for review. We appreciate him bringing this matter to our attention. Mr. [redacted] states that his service was disconnected when he was not significantly past due, and that he would like his deposit and reconnection fee refunded...

to him.
Mr. [redacted] was mailed an Urgent Notice on March 7, 2016 and a Final Notice on March 16, 2016, both advising that a payment of $238.34 must be received no later than March 24, 2016 to avoid disconnection of service. Payment was not received by the final payment date, and Mr. [redacted]’ service was disconnected for nonpayment on March 30, 2016.
When a customer has been disconnected for nonpayment, the account that was not paid is then closed. A new account is opened, and PSE assesses the disconnected customer a deposit and a reconnection fee. A minimum of half the deposit plus the reconnection fee must be paid before service can be reconnected. This policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC). The deposit and reconnection fee which were assessed to Mr. [redacted] are valid charges and will not be waived. If Mr. [redacted] feels that his disconnection was not in compliance with the WAC rules, he may contact the WUTC at 1-888-333-9882 to request a compliance check.
We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. [redacted] has experienced regarding this matter.
Sincerely,
Puget Sound Energy

Dear Mr. [redacted],Thank you for forwarding your additional documentation to our office for review. I have reviewed all correspondence and Puget Sound Energy's position regarding this matter has not changed. A compliance check regarding this matter was conducted by the Washington Utilities and Trade Comission and was concluded on June 25, 2015.  If you have further questions regarding the compliance check I would recommend that you contact the UTC directly. Sincerely,Veronica D[redacted]Senior Escalated Complaints ExaminerPuget Sound Energywww.pse.com

Thank you for forwarding the complaint of [redacted] to our office for review. We appreciate his bringing this matter to our attention. Mr. [redacted] states that he is receiving multiple auto-dialer phone calls per day despite requesting to opt out of the calls.
At this time, one of the Puget Sound...

Energy accounts at Mr. [redacted]’s location, account #[redacted], is past due. The calls that he is referencing are reminder calls intended to communicate to the customer that the account is past due and that payment should be remitted to avoid the assessment of late pay fees or disconnection of service. PSE does not offer the option to opt out of these reminder calls, but once the account is brought current the calls will no longer be placed. If Mr. [redacted] cannot pay his balance in full he can contact PSE at 1-888-225-5773 to make a payment arrangement, which will also prevent further calls from being placed.
We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. [redacted] has experienced regarding this matter.
Sincerely,
Puget Sound Energy

Thank you for forwarding the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention. Ms. [redacted] states that she is disputing a deposit that was assessed to her account.
When Ms. [redacted] began service at her current address, she was...

assessed a deposit.  In accordance with WAC 480-100-113, Puget Sound Energy may charge a deposit to customers beginning services in order to secure a contract. A security deposit is collected unless the customer meets the guidelines for a deposit waiver.  Ms. [redacted] does not qualify for a deposit waiver due to her previous payment history with PSE.  She will receive interest on her deposit which begins to accrue as soon as a payment is made. The interest calculation period is from January through November and is applied on the customer’s January statement. Once Ms. [redacted] has paid her deposit in full, it will be returned to her after twelve months of good pay history with PSE, in which she can receive no more than two late notices within that twelve-month period. Alternatively, if at any time her account is closed the deposit will be applied to unpaid charges.
We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. [redacted] has experienced regarding this matter.
Sincerely,
Puget Sound Energy

Dear Mr. [redacted],
 
Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. You state that your service was disconnected without prior notice and that you were required to pay a reconnection fee and deposit in order to...

have your service restored.   
I reviewed your account history and found that PSE mailed your Urgent and Final notices to an address of [redacted] in Bellevue instead of to your service address. Your mailing address has been corrected in our records. We recognize that you did not receive your notices and as such have reinstated the account that was closed when your service was disconnected. You will not be assessed a deposit or reconnect fee. The payment of $134 that you made when your service was reconnected has been applied to your consumption charges.
You state in your complaint that you are requesting a credit of $750 to be applied to your account. After review of your account and complaint, that credit is not warranted and will not be applied.
I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.
 
 
Sincerely,
Veronica D[redacted] Senior Escalated Complaints ExaminerCustomer Care OperationsPuget Sound Energywww.pse.com

Complaint: [redacted]
I am rejecting this response because I received no urgent notices from you, in which unless you can prove through certified mail that they were sent, I have no proof you sent me the notices. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I don't feel they received the documents that were supposed to go with the complaint.  There was no place to attach them, so they went in a week late after my persisting Revdex.com to send them every day.  No mentioned was made about charging me $60 for electrical, never in my life have I received a bill that large, it is usually half that.  Just doesn't make sense.  It was an extremely complicated bill, and my documents were omitted.Sincerely,[redacted]

While the contract the
customer signed for the service is the price they received in their final bill,
we acknowledge there should have been adjustments to the administrative permit
processing fee. The administrative process fees were calculated based on
expected charges for the multiple...

permit submissions this project required.
Re-applying for permits can and usually results in additional inspection
charges. In review, those expected charges did not occur for this customer. As
a result the customer’s final bill will be adjusted to reflect $569.03 for
administrative permit processing fees. The permit processing fee includes
project manager time for design and permit submission as well as inspections or
site meetings required by the jurisdiction. The total bill for this service
including permits will be $1936.53. The customer has made a payment of
$1,100.00 so the remaining balance will be $836.53.

Complaint: [redacted]I am rejecting this response because: The amount in the yellow box on the frist page of the bill is not the amount of the budget payment. The yellow bow amount is different then what was needed to be paid. In my case, the budget payments that I should have been paying was $167. The yellow box that tells you the amount due was only $64. How can the amount due be less then the budget payment amount? Then bill me $ 397 for  for a new budget payment amount. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: nothing they have stated corresponds to what happened and I just received two conflicting bills printed the same day with conflicting information.The person disconnecting the service came in an unmarked truck with a ladder, wore a green traffic vest and no identifying marks.My original bills were one every two months, then without notice two and three. Currently two or more a month if I get any. All bills conflict with each other.
Sincerely,
[redacted]