Puget Sound Energy, INC.

Complaint: [redacted]I am rejecting this response because: According to the attachments this isn't just an additional deposit issue with Puget Sound Energy (PSE). I have called on 8/26/2015 and was told I was double billed and that was the reason for the "misc" billing adjustments. I spoke with another employee at PSE who told me it was because I missed my install payment arrangement plans, that an additional "security deposit" was placed on my account. I never made any payments arrangements that they are claiming I agreed. They set up install payment arrangements without speaking to me about it. I would have never agreed to those dates because I don't get paid on those dates. If you look at the attachments you will see that it clearly states that my security deposit is $143.00. It also states that I needed to pay it by 7/17/2015 which I already paid on 5/13/2015.  There are two many discrepancies for this to be just a security deposit error. My first bill on my new account doesn't make sense and the numbers don't add up. If it was this than the total would be 291.99 not 335.48 with 253.48 marked as current charges and credit for 60.00 with a miscellaneous adjustment of 109.00. It doesn't add up. However, I don't feel as I owe the additional security deposit as it was not a mistake on my end I paid the security deposit that I was told to pay plus more. I am getting more push back on this than I care to have. I believe that because you guys are the only electric company in my area, that it is okay to do this to people regardless because there are no other companies that I can get electric from. I think that PSE needs to make this right. $109.00 may not seem like a lot to some people but it is to me when I have to budget everything. Then they threatened to shut my power off unless I agreed to pay the additional deposit and installment payment plans arrangements. I never agreed to pay any additional deposit or payment plans they claim I agreed. I don't feel like this is resolved. I want this looked into and fixed. See attachments. Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Mr. [redacted],PSE does not send it's statements or disconnection notices via certified mail and are not required to send them via certified mail.  As stated in our initial response, if you feel PSE is out of compliances 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 Care

Complaint: [redacted]I am rejecting this response because I strongly feel that we are due compensation for the time and energy (I.e. lost wages and stress created by this gross and careless mistake) spent figuring out this mess and trying to restore power. Also, just like you had penalized us by closing the old account, opening a new account, charging a reconnect fee, and charging an energy deposit, I too feel that you should be penalized. Prior to setting up electronic billing, you knew where to send the bills because we had been receiving our bills at our current address. Also, when you disconnected service, you disconnected service at our current address. So, why did you send the late and final notices to a different address? Can you please explain how this gross error happened?At any rate, we are amending our original request and asking for a credit of $400 to our bill. We appreciate your time in advance and look forward to hearing your response.Sincerely,[redacted]

[redacted] states that she believes her deposit was incorrectly calculated.
Per WAC 480-100-113(a), Ms. [redacted]’s security deposit was calculated using two-twelfths of estimated annual billings for her service. The bill statement that Ms. [redacted] received for consumption was not a reflection of the deposit calculation. Ms. [redacted]’s service at her current address was established on 9/29/15 with an effective date of 6/19/15, which is why her first bill reflected more than one month of charges for services used.
Ms. [redacted] is urged to contact PSE customer service to update her mailing address if the address on file for her is not correct.
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

Complaint: [redacted]
Dear Puget Sound Energy,Thank you for your quick response, however I find your information a little disturbing for the following reasons.
First of all, the account number [redacted] that was sent to the collection agency. I had no knowledge of it. What  address were the bills going to? Why haven't I had an opportunity to respond to resolve this issue?
Second, I did not call PSE to turn on the gas service. I have been living in [redacted], Tennessee since September 2010. yet the gas was turned on because the caller provided my name and address. So a second account was establish and later service was disconnected due to yet another non-payment and a second account was sent to a collection agency. How was the caller identified? Did the caller provide any proof? Why was a second account set up when the first account went to collection for non-payment? and most of all why would I request for gas service, while living in Tennessee?
Third, on June 2016, I called PSE to establish electricity service for the fire alarm box. I was told that I did not have any outstanding bills in my name, but there was a bill in my stepson's name. I was given the collection agency's number and account number [redacted] ( invalid) and [redacted]. I called the collection agency number but they refuse to speak with me because my stepson's name was on the account and by stat law the collection agency was not able to speak with me about the bill or pay the bill. In your letter, the second paragraph it stated that my stepson was not a responsible billing party that is incorrect.
Based on the above information. I feel like I have been taken advantage by PSE, because of the way my account was handled and I don't feel like there has been an investigation on my complaint
 
 
 
 
 
 
 
 
 
I am rejecting this response because: based on the information, I feel like I have been taken advantage by Puget Sound Energy. Because of the way my account was handled and I don't feel like there has been an investigation on my complaint.
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Dear PSE,Allow me to rebuttal your claim as well your charges.First of all, if law does not require customer to pay "charges" prior to disconnect, why were we misled to pay those charges - $386.61  Can you please reimburse those charges since our service was indeed disconnected and we already paid  $184 to reconnect.  Also, can you explain why reconnect cost $184?Second, I've been paying monthly billing, and I've proof of it every month with confirmation number (see below).  Question - were those in fact the service charges (not including miscellaneous charges)?  If so, by definition, I was NOT late in payment.  I've called twice and repeatedly asked you guys to provide the exact reason why I was charged a late fee in the first place but no evidence has brought forward to prove the claim that I was actually "late".  If I was ever late, it probably was just 'one-time' thing, and if it were the case, you guys kept accumulating 'one-time late charge' and balloon it up to $386.61?  That's ridiculous if those are simply interest charges for 'one-time late payment'.  I've talked to you guys on the phone twice and I was hung up by you guys twice and I have proof of that.  If you guys are not going to address customer concerns and just simply keep adding unexplained late fees, and without the merit capping a max for late fees accumulation, that would be a really bad business practice.  That's precisely the reason why I do not read you guys' letter because you keep telling me that I owe money while I have repeatedly asked you guys to provide the reason why I was late in the first place, but you guys kept dodging the inquiry.1/31/17 $148.07 conf [redacted]12/26/16 $93.12 conf [redacted] 11/27/16 $61.83 conf [redacted] 10/28/16 $57.03 conf  [redacted]9/30/16   $64.13 conf [redacted] 8/25/16   $60.46 conf  [redacted]7/29/16   $57.66 conf [redacted]6/28/16   $64.36 conf [redacted]5/27/16   $59.64 conf [redacted]4/30/16   $75.55 conf [redacted] 4/1/16     $82.01 conf [redacted]  2/27/16   $99.48 conf  [redacted] 1/23/16   $124.81 conf [redacted]  12/25/15 $108.97 conf [redacted]  The worst part of this whole ordeal - you guys did not come and address an emergency.  Have you guys experienced a day without electricity, especially when it was 27 degree at night.  We got a 3 years old who needed bath and dinner and she is sick!!!  We needed electricity to function and we called Puget Sound Energy to explain the dire situation in details, and this is AFTER we already paid the $586 total to reconnect.  However, the woman we talked to at 7:05 PM PST 1/31/2017 was super rude.  She did not want to understand the emergency situation and I do not understand why she couldn't send someone out to simply reconnect which as far as I know takes 15 minutes (I saw the guy did it in 15 minutes).  Do you guys not have service person 24 hours?  Why is it so hard to send someone out even if we have to pay extra?  This whole ordain was very laboring causing mental and physical pain as we scrambled to find a hotel nearby to stay at to spend the miserable night.Please be considerate unless you guys care less about people having electricity or not. 
Sincerely,
[redacted]

Complaint: ***I am rejecting this response because:Thank you for finally sending my original invoices.  Hopefully this will help prove that I have already paid the bills for the months in question.  I still have not received an answer to any of my questions about this matter.  I specifically  asked where on the terms of service it states that the bills sent out are "estimates" and that PSE has the right to retroactively bill me for months for which I've already paid.  I also requested that a copy of the test performed on the electric meter for me to review.  Also, I reject that they can estimate my usage based on "history".  There is no history as I was only in the unit for a few months at the time of the billings and I was not a PSE customer prior to this.  I also do not believe you can estimate usage based on the outside temperature.  To me this is perfectly ridiculous and absurd.  I cannot believe that this can be legal.  Again, I would like to know where in the terms of service it states you can make up bills to charge me based on non-existent history and the outside temperature?  Please answer my questions in as much detail as possible.Sincerely,*** ***

Dear Mr. [redacted],The amount you are referring to is a security deposit for a total amount of $304.00.  The security deposit is being required based on the number of disconnection notices issued on the account in the last 12 months.  This request iis in compliance with the rules we must adhere...

to as a regulated utility.  The deposit amount was set up into 3 payments also a requirement as a regulated utility and the Washington Administrative Code we must adhere to as a regulated utility.  We have attached one of your Urgent Notices for your review, you will see in the verbiage on this notice the following "Important: If you receive three delinquency notices within a twelve month period you will be assessed a security deposit." This verbiage prints on all Urgent and Final Disconnection Notices.  The dates of the most recent 3 disconnection notices sent on your account were 8/9/16 for $122.19, 10/11/16 for $102.42 and 2/8/17 for $299.22.If you feel the deposit or installment arrangement are out of compliance with the rules PSE must adhere to as a regulated utility, you have the right to file a complaint with the WUTC (Washington Utilities and Transportation Commission).  They can be reached toll free at 1-888-333-9882 or by visiting their office at 1300 S. Evergreen Park DR SW, Olympia, WA  98504. Regards,Customer CarePuget Sound Energy                             Important: If you receive three delinquency notices within a twelve month period you will be assessed a security
deposit.

Complaint: [redacted]I am rejecting this response because: This is clearly NOT regarding my complaint or my account or myself.  I am not Mr. [redacted].  Get it together PSE.Sincerely,[redacted]

Dear Ms. [redacted], A compliance check has been performed on your account and we have verified that the late payment fees assessed are valid and in compliance with the rules we must adhere to as a regulated utility.  We have attached copies of the Late Payment Fee rules from both our Electric and Tariffs for your reference. PSE’s tariff stipulates a 1% per month late pay fee charge.  PSE's billing system calculates the fee to exactly the number of days that the past due amount is late.  To do this correctly, we use 12% which is the 1% monthly fee for 12 months.  We determine the percent of the full year the late pay fee applies to.  Because the year has 365 days and if the late pay fee applies to 7 days the calculation is 7/365.  This ratio then is multiplied by the 12% (.12) and the amount past due to arrive at the interest to bill. As far as your question regarding the number of late payment fees and how many you are charged during a billing cycle; late pay fees are assessed when a charge remains unpaid 10 business days past its due date, on the 11th business day a 1% late charge will be automatically triggered.  If the bill remains unpaid, then every 30 business days from the 11th day an additional 1% late fee will be assessed on the unpaid balance. Following are links to our website where you can review copies of our tariffs in full. https://pse.com/aboutpse/Rates/Documents/elec_sch_080.pdf https://pse.com/aboutpse/Rates/Documents/gas_rule_09.pdf If you feel PSE is not in compliance we must adhere to as a regulated utility you do have the option to file a complaint with the Utilities and Transportation Commission.  They can be reached at 1-888-333-9882 or at 1300 S. Evergreen Park DR SW, Olympia, WA  98504.

Complaint: [redacted]I am rejecting this response because: I have an appointment with a meter person. Nobody tried to reach me and didn't get a hold of me. I still think there are over charges.  There's no way I used $150 in a month Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:No business should have the right to send a bill due to their error 3 months past the original final invoice. Again, I paid my final invoice 3 months ago and I'm told there mistake is my problem. Not okay. They had time to go view the meter for days and weeks. Not months later. This is not fair to the consumer who has to have this service. The company needs to be responsible for their error. Not me. Im sorry that THEY made an error. That shouldn't fall to me. Period. I think I'm being bullied into paying for their mistake. And a supervisor SHOULD call someone back if there is an issue and the consumer has asked for it. I have requested it multiple times. The company is avoiding the responsibility to the consumer. No where on my bill did it say estimate. No where on the bill does it state they can come back 90 days later and charge me more. The general assumption to all bill payers is they pay a final bill and it's done. If the consumer receives a letter 1-30 days later saying more is owed that is  a little more understandable. Not 90.  This whole interaction is not how companies work and I don't think that this should be allowed to pass their mistake on to me.  In life and every other place if a mistake was made it's on them.  They are avoiding their responsibility by not calling and telling me why it took three months. They are avoiding responsibility by not sending someone out to read the meter sooner. They are avoiding responsibility by saying they made a mistake but I have to pay for it. Especially when they admit they made the mistake. They are avoiding responsibility because this was a monthly bill cycle and should've been taken care of months ago. Not a 3 month bill cycle. I have done nothing wrong. I did my due diligence as a consumer to notify the company of my move, I then received a bill the next day.  I paid it like normal.  No one told me this was an estimated bill. No letter came with the bill to state this. To me this is final. Companies (no matter who they are) should be held accountable for THEIR mistakes. I have to be accountable to the companies each month and pay my bill on time. The company states they are held accountable and a regulated Utility governed by the Washington Utilities and Transportation Commission. They state that they have to charge the consumer for what they consume. But!, every other company has to be held accountable for their mistakes. No other company would make a mistake and pass that on to the consumer. This whole thing would be like me going to the store and buying 12 oranges but only being charged for 10 by the cashier. Then 3 months later they show up at my door with a new bill since I consumed the oranges. It's wrongSincerely,[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 after contacting PSE to make a payment arrangement, she received information stating that she had a credit balance on her account,...

followed by an automatic payment draft of $563 which she was unaware would be debited from her bank account. 
On March 11, 2016, Ms. [redacted] contacted PSE to request a payment arrangement on her account, and one was provided to her. She contacted PSE again on March 23, 2016, to set up a different arrangement, and the requested changes were made.
On May 23, 2016, Ms. [redacted] contacted PSE to again request a payment arrangement. She stated to the agent that she spoke with that she had gotten an email stating that she had a credit balance and that her normal installment payment would not be taken out, but her account did not have a credit balance and the agent advised her that she did owe a balance. Ms. [redacted] then proposed a new payment arrangement that would better meet her needs, and the agent agreed to set her up on the new plan. While the agent did deactivate Ms. [redacted]’s prior payment arrangement, he did not enter the new arrangement correctly and it was not saved into the billing system. Feedback has been provided internally for review and additional training for the agent.
On May 26, 2016, Ms. [redacted]’s past due balance of $587.17 was drafted from her bank account on her previous installment plan due date, rather than on her regularly scheduled bill due date of 6/6/2016. This matter has been forwarded to IT for review and corrective action.
Ms. [redacted] contacted PSE in response to the unexpected payment draft, and requested to end her automatic funds transfer for future payments. The agent that she spoke with did end her automatic payments, but was not familiar with the arrangements made on the account. Feedback has been provided internally for review regarding this contact.
We trust that this information will assist in closing the complaint. We apologize for any frustrations 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 her bringing this matter to our attention. The complaint states that she was assessed a deposit without her knowledge, which resulted in a technician being dispatched to her home to collect payment...

or disconnect her electric service.
In April 2015, PSE implemented a business practice to assess a deposit to any customer whose account had received three or more delinquency notices in the last twelve months. Ms. [redacted] has been issued twelve late notices in the past twelve months. On July 2, 2015, PSE mailed Ms. [redacted] a letter advising that a deposit of $274 was being requested and that an installment plan had been created for her which split the deposit into three payments. Ms. [redacted] will be eligible to receive her deposit back once she has paid it in full and made her monthly payments on time and in full for a consecutive twelve months.
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,
Veronica D[redacted]Sr. Escalated Complaints ExaminerPuget Sound Energywww.pse.com

We have completed our investigation of the November 7, 2016 disconnection of service and find the disconnection was valid and in compliance with the rules we must adhere to as a regulated utility.  The rules require us to send 2 disconnection notices prior to disconnection of service and...

those notices were sent on 10/17/16 and 10/26/16.  Copies of those notices are attached.  Both notices state payment of $233.36 must be received no later than November 3, 2016. Failure to do so will result in disconnection of service without further notice.
If you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you can file a complaint with the WUTC (Washington Utilities and Transportation Commission).  They can be reached at 1-888-333-9882 or in person at 1300 S Evergreen Park DR SW, Olympia, WA 98504.
Regards,
SH – Sr. Escalated Complaints Examiner
Puget Sound Energy

Complaint: [redacted]I am rejecting this response because:
1. The security deposit hasn't been adjusted to reflect the accurate amount of $143.00. Remove the additional $109.00 charge please.  The security deposit still has not been adjusted to what I was told I owed and paid which was $143.00, not $252.00. My bill should have been $226.48 not $335.48.  If you look at my statement in the attachments that was sent last week on 10/1/15 it clearly states deposit $143.00. Due to your billing error calculations then later tacking on the additional $109.00 deposit is not acceptable. I was told over the phone and in my June statement that the deposit is $143.00. It clearly states miscellaneous adjustment $109.00 on my June 27, 2015 statement. 
2. I still have not received my previous bills that I have been requesting since this whole thing started. My access to them online has been removed therefore I can't print them myself.  
Remove the miscellaneous adjustment of $109.00, and send me copies of my previous account bills from January to May on account #[redacted], please and thank you. 
Thank you for clarification on the back billing error.
Sincerely,[redacted]

Dear Mr. [redacted],
As a regulated utility we are required to bill customers correctly when it has been discovered they were billed in error and the rules do not allow us to provide discounts.  What we can do is offer you an extended interest free monthly installment plan on your total account...

balance of $9.558.18.  The records show you had previously been set up with a 10 month installment plan which is no longer active.  If you are interested in setting up another installment plan please let us know.  We would be willing to set up an installment plan for up to 2 years/24 months to pay off the balance.
Additionally, ff you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you can file a complaint with the WUTC (Washington Utilities and Transportation Commission).  They can be reached at 1-888-333-9882 or in person at [redacted].
Regards,
SH – Sr. Escalated Complaints Examiner
Puget 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 very much for your help and thank you PSE. Happy New Year!

Complaint: [redacted]
I am rejecting this response because:I suspected my energy savings were due to my newly installed windows and energy efficient water heater, given the fact that my bills dropped around the same time as my home upgrades. If I had know that I was accumulating such high charges for THE LAST 2 YEARS, I would have lowered my energy usage 2 YEARS AGO. In the interest of settling this matter, I am willing to pay 25% of the proposed charges.
Sincerely,
[redacted]

My question still remains. Once I pay this, then next month they go back another 12 mmonths and re-assess deposit each time or will  it be 12 months from now when they re-assess? Further I was toldmy deposit was $250 now in their response it's $285.  During the 12 month period they are assesing they agreed to payment plans, not only did I pay but I also paid their late fees. My power hasnt been shut off, and they put personally identifiable information in their response. Why accept payment arrangements throughout the year if they will just this money on top of the late fees I have already paid.  Complaint #: [redacted]I am rejecting this response because:Sincerely,[redacted]