Puget Sound Energy, INC.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Dear Mr. [redacted], Puget Sound Energy's position has not changed and we do not have any additional information to provide.  If you are dissatisfied with the information provided, and feel that PSE is not in compliance with the fules we must adhere to as a regulated utility, you may contact the Washington Utilities and Transportation Commission at 1-888-333-[redacted] or by mail at 1300 S Evergreen Park Dr. SW, Olympia, WA 98504. Thank you,PSE Customer Care

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 moved out of her former address in January 2016 but was billed through February 12, 2016.
Puget Sound Energy received a...

phone call from Ms. [redacted] on February 23, 2016, requesting to end service in her name at [redacted]. Service was ended as of that date. Ms. [redacted] is responsible for services up to February 23rd as that is the first date that she notified PSE that she was no longer residing at the address in question. Ms. [redacted] may contact the apartment manager for that address to request that they accept billing responsibility for the electric service after January 31, 2016. If the apartment manager agrees to do this, they may contact PSE and request that the service be billed to the apartment complex after January 31st so that Ms. [redacted] may receive a credit for the services billed to her in February. If the apartment complex does not contact PSE to accept the billing responsibility after January 2016, Ms. [redacted] will remain responsible for the charges billed to her through February 23rd.
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

Mr. [redacted],PSE does not send customer statements via certified mail and are not required to send them certified mail.  As stated in our initial response, if you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you do have the option to file a complaint...

with the Washington State Utilities and Transportation Commission. Regards,PSE Customer Casre

Dear Mr. [redacted], 
Thank you for contacting the Revdex.com,
we are also in receipt of your complaint to the Washington State Utilities and Transportation
Commission and have responded to the inquiries from them.  With the existing escalation to our
regulating body, please continue to...

address concerns to them and we will answer
accordingly.
Thank you,
PSE Customer Care

Complaint: [redacted]I am rejecting this response because: I should not be held responsible.  The other apartment are not going to accept charges Sincerely,[redacted]

Dear Mrs. [redacted],
Thank you for submitting your concerns to us.  Your account has been investigated and a compliance check has been performed and the findings are that your billing is accurate. 
If you feel PSE is not in compliance with the rules we must comply with as a...

regulated utility you do have the right to contact the WUTC, Washington Utilities and Transportation Commission to file a complaint. 
 
Regards,
SH - Sr. Escalated Complaints Examiner

Complaint: [redacted]I am rejecting this response because: 1.  We have paid our bill consistently.  Although late, the payments coincide with [redacted] disability payment that we receive on the 28th of every month.  We do not know if we can change our payment due date, since [redacted] is disabled and it is difficult to pay the bill off [redacted] income from work.  If this is possible, please let us know.2.  Although your statement mentions a security deposit, it in no way indicates AT ALL the amount.  Your statement clearly delineates the minimum re-connection fee of $37.00 and service fee of $13.00, but does not mention the dollar amount of the "deposit."  We object that we were not advised in advance that the amount of your "security deposit" would be more than 10 times the amount of the reconnect fee. The fact is, we had no idea what your notice meant.  In addition, unless this fee is refundable, then it is not a "deposit," but a late fee.  No one has said anything about whether or not this is refundable.  According to the UTC, deposits are refundable plus interest.  We also suggest updating your notice so people don't miss the fact you are going to try to collect $423 when they are only reading about $37 and $13. 3.  When [redacted] called PSE, the rep did not clearly explain this at all, stating it was incurred due to "slow pay." The representative also declined allowing us to speak with a supervisor when [redacted] requested to do so.  4.  Although allowed by Washington Administrative Code, enforcing this fee on people who consistently pay cannot be the intention, but rather for people who do not pay their bill.  We have always paid coinciding with the date of our disability income. 5.  Please note: According to the Seattle PI, [redacted] was in exactly the same situation and PSE reversed the fee.  Please do not tell us this is not possible.[redacted]Utility[redacted]What we propose is change our due date to the 28th so we can continue to consistently pay PSE every month based on [redacted] disability pay dates AND reverse the deposit/fee.  It is not right to collect such a large amount of money for no service rendered, from struggling people who have paid their bills to PSE for 13 years. Sincerely,[redacted]

Thank you for forwarding the additional questions of Mr. [redacted] to our office for review.
The amount of $327 is Mr. [redacted]'s budget payment amount and is the amount due on his bill. This is the amount listed as Total Due in the yellow box on Page 1 of his bill.
PSE's billing system will review the budget billing plan three times per year in November, March and June. The customer's account is reviewed to compare the cost of the actual usage with the estimated cost. If the actual usage varies from the estimate, the budget amount may change during the review periods. In Mr. [redacted]'s case, his previously calculated budget amount was not sufficient to cover his consumption costs, and was adjusted to a higher amount accordingly.
We trust that this information will assist you in closing the complaint.
 
Sincerely,
Puget Sound Energy

Complaint: [redacted]
I am rejecting this response because:PSE has not addressed my complaint in any way. My bill stared in 2001 scheduled for billing every other month. Sometime later it suddenly started coming three times a month, then sporadically or not at all since then. Having failed to call or leave a notice on the door. This time giving no notice and know still sending two conflicting bills with no explanation.I enclosed a picture of the two bills last response "not one bill".PSE has not given any explanation of their actions that I am complaining about. As I have found the post office does not investigate missing mail and does not take responsibility for postal patrons claims of mail their businesses say they have sent. I have a locking mailbox, so if I didn't receive the bill, the bill was not sent. PSE is responsible for getting the bill to me, not the floor of some office or other part of their facilities.
Sincerely,
[redacted]

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 you were enrolled in PSE’s Budget Billing Plan, and that you received a final bill for your address that was higher than expected.
PSE...

offers the Budget Billing Plan as a payment option for customers. It is not a cost saving or discount program. The objective of the plan is to avoid large payment fluctuation during the year, making it a little easier to manage a household budget. The plan is based on a year that ends in June. The total cost of energy usage is estimated between when you signed up for service and June of the following year. The amount is divided by the number of months it includes to estimate a monthly average. This is how your bills were generated. Your monthly statements contained both the amount of your consumption charges for the month and a balance due amount which was the pre-calculated budget amount of $81.
June is the settlement month for the Budget Billing Plan. During this time, customers will be requested to “catch up” any balances owed if applicable, and at that time, the plan would be recalculated for the next budget year. You stopped service in April, so your budget plan was settled at that time. The charges that appear on your final bill statement consist of all previously uncharged consumption for the time that you had service at your address.
I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.
Sincerely,
[redacted] Senior Escalated Complaints ExaminerCustomer Care OperationsPuget Sound Energywww.pse.com

Thank you for forwarding the complaint of [redacted] A. [redacted] to our office for review. We appreciate her bringing this matter to our attention. Ms. [redacted] states that she paid a deposit in order to have service reconnected in 2015, which Puget Sound Energy did not return to her after later...

she ended her account.
Ms. [redacted] was mailed an Urgent Notice on January 14, 2015 and a Final Notice on January 26, 2015, both advising that a payment of $432.45 must be received for account number [redacted] no later than February 3, 2015 to avoid disconnection of service. Payment was not received by the final payment date, and Ms. [redacted] service was disconnected for nonpayment on February 4, 2015. The outstanding balance of $430 on that account was referred to external collections on June 15, 2015.
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 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). If Ms. [redacted] feels that her disconnection was not in compliance with the WAC rules, she may contact the WUTC at 1-888-333-9882 to request a compliance check.
Ms. [redacted] was given a new account number of [redacted], and a deposit and reconnection fees were collected from her in order to reconnect her service. Ms. [redacted] deposit was returned on her final statement when she ended service effective November 30, 2015, resulting in a final credit balance of $334.01. This credit balance was transferred to account number [redacted] on December 14, 2015, and applied to the final account balance of $430. The remaining balance of $95.99 remains in external collections. An account history for account number [redacted] was provided to Ms. [redacted] via email on January 20, 2016.
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 Ms. [redacted],We have received the complaint you filed with the WUTC (Washington Utilities & Transportation Commission).  We have responded to this complaint and while that complaint is open our process is to have you work directly with the UTC regarding your concerns. Thank You,PSE...

Customer Care

Thank you for forwarding the complaint of Ms. [redacted] to our office for review. We appreciate her bringing this matter to our attention. The complaint states that Ms. [redacted] was told that for every month she pays her bill late, she will be assessed a deposit of $250.
PSE may request a...

deposit from a customer who has been issued three or more delinquency notices in the past twelve months. Ms. [redacted] was assessed a security deposit of $285 after receiving nine delinquency notices in a twelve-month period. She was provided with a payment arrangement to pay off her deposit. Ms. [redacted]’s deposit will be refunded to her with interest when PSE has received twelve consecutive months of satisfactory payments, unless more than two delinquency notices have been issued or disconnection action has been initiated for nonpayment.
Ms. [redacted] will not be assessed deposits of $250 monthly. When a deposit is calculated, the amount must not exceed two-twelfths of a customer’s annual billing. If at any time during a twelve month period Ms. [redacted] is issued three additional delinquency notices, her account will be evaluated and if the amount of allowable deposit is greater than the deposit amount currently being held on her account, an additional deposit assessment may occur.
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

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 PSE refuses to send him a monthly bill and that he is subsequently accruing late pay fees.
On 4/10/2015, Mr. [redacted] opted out of...

receiving paper bills when he registered his account for e-bills on www.mypse.com. Per his request, e-bill statements are sent to him monthly at the email address of his specification, which is [redacted]. If the email address on file is not correct, Mr. [redacted] can access his online account and update it accordingly. The late pay fees assessed to Mr. [redacted] past due balance are considered valid and will not be waived, as Mr. [redacted] monthly e-bills were sent to the email address of his choosing.
Mr. [redacted] account settings are now updated so that he will receive a mailed statement each month in addition to his e-bill statements. The mailing address that PSE has on file for Mr. [redacted] is his service address on Steamboat Island Rd NW. If Mr. [redacted] would like his bills to go to an address other than his service address, he can contact PSE’ Customer Service at 1-888-225-5773.
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 him bringing this matter to our attention. Mr. [redacted] states that he is disputing a billing correction, as he feels the usage billed to him is too high.
The meter at Mr. [redacted] location was...

reset in September 2015 during a remodel of his home, resulting in the customer receiving bills with estimated reads for the time period of 6/29/2015-1/28/2016. A billing correction was processed on 2/5/2016 to bill Mr. [redacted] the correct, actual reads for his meter for the time period in which he was initially billed using estimated reads.
PSE is receiving daily reads from Mr. [redacted] meter, which ensures the accuracy of the billing. Meters by design do not register additional usage in the event that they are malfunctioning; rather, they begin to slow down and register lower usage than is being consumed. If Mr. [redacted] believes that his meter is malfunctioning, he may contact PSE Customer Service at 1-888-225-5773 to request that his meter be tested.
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] M. [redacted] to our office for review. We appreciate her bringing this matter to our attention. Ms. [redacted] states that after a PSE technician visit to repair her water heater on March 11, 2016, water coming from the Emergency Relief Valve on her water...

heater damaged her carpet. She would like PSE to compensate her for this loss.
PSE received a damage claim filed by Ms. [redacted] on March 15, 2016, which was assigned Claim Number [redacted] G. Processing of claims typically takes approximately thirty days; however, the claims agent working with Ms. [redacted] was able to complete his investigation into the matter on March 22, 2016. It was ultimately determined that PSE will be unable to compensate Ms. [redacted] for her loss. Detailed findings will be provided to Ms. [redacted] in writing.
We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. [redacted] has experienced as a result of this matter.
Sincerely,
Puget Sound Energy

Thank you for referring the complaint of [redacted]. [redacted] to our office for review. We appreciate his bringing this matter to our attention. The complaint states that Mr. [redacted] was eligible for a $50 rebate for his newly purchased refrigerator, but that he incorrectly received a $25 rebate...

instead.
PSE’s program manager reviewed the rebate program for Mr. [redacted]’s new refrigerator and confirmed that he is in fact eligible for the $50 rebate. Additionally, the rebate information for rebate tiers will be updated in PSE’s system. Mr. [redacted] should expect to receive his additional $25 rebate in approximately two weeks.
We trust that this information will assist 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 contacting Puget Sound Energy.  The electricity service at the location was disconnected by PSE personnel on 11/8/17 after notifications warning of disconnection were sent to the address.  Monthly statements containing balances owed on the account...

were also mailed to the address, and PSE did not receive any of these as undeliverable.  PSE personnel wear clothing that designates Puget Sound Energy, and also wear identification visibly on their person showing that they are a PSE employee.  In the month of September, a billing statement and two late notices were mailed to the address.  They were mailed on different dates in September, and the billing statement contains the balance due on the account, and the late notices contain the amount needed urgently, to avoid disconnection of service.  PSE's contact information remains the same, and is located on the billing statements, and on the late notices sent.  It is not possible for Puget Sound Energy to waive any consumption charges for service consumed nor is it possible to refund any fees associated with the disconnection.  There was not a mistake or error that resulted in disconnection of your service.  Your billing schedule is sent to coincide with the time of the month we read the meters in your area.  It is possible to request an alternate due date, but statements would still be issue monthly.  PSE's business practices do notify customer's of disconnection for non payment, and that practice was followed in this case.  If you feel that PSE is out of compliance with the rules and regulations we must adhere to as a regulated utility, you may contact the Washington Utilities and Transportation Commission at 1-888-333-[redacted] or by mail at 1300 S Evergreen Park Dr. SW, Olympia, WA 98504.Thank you, PSE Customer Care

Dear Mr. [redacted],
Our apologies for including an attachment for a different consumer in your response.  As stated in our written part of the response, we have reviewed your account and performed a compliance check on the deposit that was charged.  As a regulated utility PSE must comply with the WAC (Washington Administrative Code) for deposits the rule states the utility can require a deposit when a customer has been sent 3 or more disconnections notices in the previous 12 months.  Your account shows 6 Disconnection notices have sent in the last 12 months which is the reason for the deposit request.  As far as the mailing address for your account, our records show you applied for service for this address on 4/18/14 and did not provide PSE with a mailing address that was different than your service address and your request to change your mailing address to PO BOX [redacted], Olympia WA 98508 was not received from you until 2/10/16.  I verified the mailing address was changed at that time and your following statement dated 2/29/16 was mailed to the PO Box. 
 
As a one-time courtesy we have reversed the $215.00 deposit charged on 1/29/16.  If any additional disconnection notices are sent the system will automatically re-charge the deposit.  Additionally, PSE does not report active credit to a collection agency. 
 
If you have any additional questions, please contact our Customer Service Department at 1-888-225-5773.
 
 
Thank You,
 
SH - Sr. Escalated Complaints Examiner
 
Puget Sound Energy