Rochester Gas & Electric Corporation

For your review and final determination.This letter is in response to the complaint received by the Revdex.com from [redacted] , regarding the high bill he received as a result of an incorrect meter read submitted by [redacted] .On February 25, 2015, [redacted] provided the electric meter read, his account was rebilled to that read Unfortunately, the read was for the wrong meter, the error was not caught until he provided reads again on May 21st when he provided reads from the correct meter On May 28th, he submitted another read which confirmed the May 21st read was correct RG&E’s records indicate [redacted] had electric heat in this apartment which would explain high winter bills.His account was corrected and rebilled to his meter read [redacted] ended service on June 2nd and his account was final billed As a result of him not making payments or a final bill payment arrangement in a timely fashion his account has been sent to a collection agency.RG&E has followed the billing regulations outlined in our Tariff regarding our billing practices.Sincerely,Paula B***, AnalystRG&E Customer Appeals

The first billing statement said they would take out $out of my account on March 4, RG&E sent a second billing statement saying they would take out the $along with the new bill of $( a total of $347.84) on March 16, Therefore, both payments were to come out on March 16, They took out the $on the 5thSince they took the payment out earlier than they said, it made that account go into the negative and cause a fee of $ We only put money in that account hours prior to when a bill payment will be automatically withdrawn.I would like my $backUnfortunately, I have to deal with this utility company since they are the only one in our area

This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding her Final Bill Arrangement for the balance of $RG&E placed the final balance of $into a month payment plan that was canceled due to a representative error taking a paymentRG&E has placed an outbound call to Ms [redacted] since receiving this Revdex.com Complaint Ms [redacted] was advised that the remainder of the money owed has again been placed into a month payment plan, since the first payment was received on 07/11/and the past due amount would not be transferred to a Collection agency RG&E has apologized to Ms [redacted] due to the company error in taking her paymentMs [redacted] was provided a contact name and phone number for any further questions regarding her final bill arrangement

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 I do think that the process was still too opaque, the time it took to resolve the issue was too long, and the way they calculated the return was too confusing, but they did in the end reimburse me for what I believe was the correct amount Regards, [redacted] ***

This letter is in response to the complaint received by the Revdex.com from Mr [redacted] regarding his responsibility for service with RG&E RG&E records indicate Mr [redacted] had prior service at [redacted] from 08/01/thru 08/16/account # [redacted] , Mr [redacted] then transferred his service on 08/01/to [redacted] and received a new account # [redacted] Mr [redacted] received a Final Bill for acct # [redacted] for the amount of $ RG&E received a payment of $on 09/06/ 09/29/ RG&E issued a Billing Statement for [redacted] and due to a computer error the amount of $was transferred to the first billing statement as a credit The billing statement billed the time frame of 08/01/thru 08/29/for the amount of $plus tax $for a total amount of and with the incorrect credit is was reduced to $the amount due11/29/An outbound call was placed to Mr [redacted] to discuss his concerns and review his account It was explained to him the amount of money he paid for his final bill and that it was credited to him in errorMr [redacted] also stated he had not received any billing statements for his new account # [redacted] RG&E has offered to send a copy of all billing statements to Mr [redacted] since the start of his new service RG&E also provided him with a contact name and phone number to call back with any further questions once he receives the bills

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding Budget Billing ProgramRG&E placed an outbound call to Mrs [redacted] regarding her concerns with her deficit in her budget year end It was explained to Mrs [redacted] the Budget Billing Program is only an option and does not have to be in the programShe had requested to enter into the program and as soon as she obtained service at this address The home had been vacant prior and when estimates were entered they were low Mr [redacted] has been calling in her reads and usage amounts have increased She also explained she does not view entire billing statement to see actual usage each month Mrs [redacted] would like to continue budget billing and her amount has been increased based on her usage in homeThe deficit amount was placed back into the Budget amount and will be paid over the next year

This letter is in response to the complaint received by the Revdex.com from [redacted] A [redacted] regarding a payment of $RG&E placed an outbound call on 06/23/in order to explain amount owed on account and spoke with Mrs*** It was explained to Mrs [redacted] that the payments that were sent in were not the total amount of each bill, but were the past due amountsMrs [redacted] did not have any billing statement to review or notices that were be sent to her for past due amount Mrs***’s account was entered into a Standard Payment Agreement as of January for a past due amount of $ It was explained to Mrs [redacted] per each billing statement since April’s billing statement there was a balance forward on each billing statement which caused payment agreement to cancel05/19/RG&E issued a Reminder Notice for $to be addressed on or by 05/26/to avoid payment agreement from canceling or a final termination notice from being issued05/30/ RG&E issued a Final Termination Notice for $to be addressed on or by 06/16/to avoid a possible interruption in service06/20/ RG&E received a payment of $458.10.06/20/ RG&E issued a Final Termination for $to be addressed on or by 07/07/06/21/RG&E issued a Billing statement for $including the past due amount of $76.74, the current charges are due upon receipt and late payment charges after 07/14/17/In conclusion, RG&E has explained to Mrs [redacted] her payment history on account and explained payment are not received for total amount of bills which cause a balance forward and payment agreement to cancel Mrs [redacted] is stating she was advised by representative that the amount she paid was not required but it was explained to her there may have been a miscommunicationThe final termination notice was issued for that amount due to payment agreement cancelingMrs [redacted] was also provided a contact name (Mrs***) and phone number ###-###-#### to call back once she had billing statements to view or for any other questions regarding payments.Payments on account are as follows:01/30/03/20/1705/15/1706/20/

December 9, Revdex.com [redacted] Bryant Woods South Amherst, NY ID # [redacted] Account # Dear Ms [redacted] This letter is in response to the complaint received by the Revdex.com from [redacted] with regard to the recent interruption of electric service at her apartment at [redacted] *** Ms [redacted] obtained service from RG&E in March, On November 11, 2015, RG&E mailed Ms [redacted] a final termination notice requesting she pay $by November 28, On December 3, 2015, RG&E delivered a hour advanced notice of disconnection to her residenceOn December 4, 2015, Ms [redacted] paid $and was advised the payment was not enough to stop the interruption of service and an additional $would be required Ms [redacted] ’s financial information was obtained to qualify for a minimum agreement She was advised of the necessary supporting financial documentation require to enter this agreementThe electric service was disconnected on December 7th for non-payment Ms [redacted] failed to pay the additional $or submit financial documentation to qualify for the minimum agreement prior to the disconnectionOn December 8th, Ms [redacted] paid $and was instructed to have the breakers in the off position to enable RG&E’s serviceman to safely reconnect the electric service Ms [redacted] stated she didn’t have access to the breakers and her Landlord advised her that RG&E would shut off the breakers Her Landlord gave her incorrect information as RG&E will not touch customer owned equipment and will not shut off the breakersOn December 8th, [redacted] notified RG&E that the breakers are off and a same day reconnection order was issued As a courtesy to Ms [redacted] the $reconnection fee was waived.RG&E was within the collections policies outlined in HEFPA- 16NYCRR 11.4.Sincerely,Paula B [redacted] AnalystExecutive OfficeRG&E Appeals

This letter is in response to the complaint received by the Revdex.com from [redacted] ***, [redacted] Inc., regarding multiply properties in Rochester, NYI spoke with Mr [redacted] to gather the details of this complaint to the Revdex.com He emailed me the account information for all his properties An extensive review of over accounts was completed and adjustments were made to the mailing addresses where his bills should be sent In addition, accounts were old accounts that had final billed with zero balancesMr [redacted] had several other questions regarding the names associated with his account I directed him to RG&E’s Customer Service Center for assistanceMr [redacted] appreciated the quick response time and follow up He is satisfied

I am looking for a conversation with the company with there business practicesI am not disputing that I owe this balanceMy complaint is that RGE put their consumers where you have to come up with large amounts of money in a matter of days to continue necessary service after we ( the consumer) have received no notificationI pay each month but now I am being told I missed a payment months back and I have days to come up with almost $after paying $I was only made aware of pending service interruption after calling for a billing explanation

This letter is in response to the complaint received by the Revdex.com from Mr [redacted] regarding a gas meter that was moved from inside his home to the outside which resulted in a gas line being replaced at [redacted] On October 20, 2017, RG&E along with its contractors met Mr [redacted] at [redacted] to address his concerns They completed all of the necessary work to locate his service and to show him that it is operating The job is now complete, and the customer is satisfied

October 27, 2015Revdex.com [redacted] Bryant Woods South Amherst, NY ID # [redacted] Account #: [redacted] Dear Ms [redacted] This letter is in response to the complaint received by the Revdex.com from [redacted] regarding RG&E billing practiceOn July 23, Ms [redacted] ended her service with RG&E at [redacted] and on August 6, a final bill generated in the amount of $which was mailed to [redacted] for payment RG&E’s records indicate the last payment made for service at [redacted] was on June 19, in the amount of $In addition to that, she was on a minimum payment agreement as well as the budget billing program and once her account final billed credits and debits billed forwardOn July 24, Ms [redacted] started service at [redacted] *** Her first bill generated on August 5, in the amount of $which was due on or before August 28, On October 4, Ms [redacted] ended service at [redacted] *** A final bill generated on October 8, in the amount of $which was due on or before October 31, Ms [redacted] received bills while living at [redacted] She paid the 1st bill in the amount of $and the second bill which was the budget billing amount of $Therefore, the final bill amount of $is still outstandingIf Ms [redacted] payment record is different from what RG&E payment record is, please have her provide proof of her payments in any of the local officeSincerely,Louise W [redacted] Analyst RG&E Executive Office

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I understand that the lines were dug up and they were at the proper depth (by my contractor and [redacted] ), problem with dig lines equipment I heard, but the tracer line still isn't fixed so no one knows where the old pipe is which the new plastic tubing runs throughIf dig line shows up, which they will be at my house again next week, they will not let anyone dig on my property and [redacted] will have to fix it then I would assume? I will close this complaint when the tracer line is fixed, All I'm asking is to finish the job I paid forI can't believe how much time I am putting towards thisUnbelievableI also did talk to a representative on 8/(a very nice man) for a couple minutes to explain the situation and no other appointments have been set up for the futureNot sure why you guys want me to close this complaint when the work isn't done???? Please explain your reasoning, maybe I'm out of line or not understanding something, but to my knowledge, right now no one can find the gas line in front of my house to my Regards, [redacted] ***

This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding her account balance with Rochester Gas & Electric Corporation for service at [redacted] ***RG&E records indicate that on February 28, at 3:pm, a credit card/debit card payment was made via the Kiosk in the amount of $ A receipt should have printed with the customer’s account number, receipt number, a previous balance of $474.85, payment amount of $and the new balance amount of $ The receipt would also serve as a reminder of any and all past due balances On March 1, at 8:pm, an automated call was made to Ms [redacted] to inform her of a past due amountA voice mail message was leftOn March 3, 2017, RG&E mailed a reminder notice to [redacted] ***The notice was a reminder that Ms [redacted] was behind on her payment agreement in the amount of $and to avoid receiving a termination notice and the possibility of her payment agreement cancelling, a payment must be received on or before March 13, On March 27, 2017, RG&E mailed a final termination notice in the amount of $to be paid on or before April 13, to avoid interruption of her service.On April 7, 2017, RG&E records indicate that a credit card/debit card payment was made via the Kiosk at 4:pm in the amount of $ The Kiosk receipt should have started off with a balance of $1327.76, minus the $payment, leaving a balance of $1077.76.On April 10, 2017, RG&E records indicate that a credit card/debit card payment was made via the Kiosk at 3:pm in the amount of $ The starting balance on her receipt should have been $1077.76, minus her $payment The balance on the receipt should have been $$which is the total amount due on the account as of today.RG&E has followed all of the guidelines under the Home Energy Fair Practice Act pertaining to billing, payments, payment agreements and notices Also, RG&E has made an attempt to reach Ms [redacted] by telephone as a courtesy to remind her of her past due payment.Therefore, a payment in the amount of $is required on or before April 28, before her minimum payment agreement can be reinstated with an outstanding balance of $

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding possible shared meter for service at [redacted] RG&E attempted to reach Ms [redacted] several times to schedule an appointment to perform the shared meter investigation but to no availOn March 27, 2018, RG&E mailed a letter to the owner requesting that he contact RG&E to schedule an appointment to allow RG&E access to complete the investigationAs of the date of this letter, neither the tenant nor the owner has contacted RG&E to schedule the investigation

This letter is in response to the complaint received by the Revdex.com from Matthew S Moore regarding switching his supply charge from Clean Choice Energy (ESCO) back to RG&EThe process from switching supplier as noted in the STATE OF NEW YORK PUBLIC SERVICE COMMISSION UNIFORM BUSINESS PRACTICES CASE 98-M- is as follows: Customer contacts the ESCO to end contract and request to return to RG&E or switch to another ESCO company RG&E receives an EDI notice from ESCO and issues a letter to the customer to verify switching request is correct and valid The customer’s account is then switch with next billing cycle

This letter is in response to the complaint received by the Revdex.com from [redacted] , regarding temporary service located at [redacted] from March 12, 2018, through March 26, RG&E records indicate that on March 12, 2018, at 11:am, Mr [redacted] contacted RG&E to request temporary serviceAlso, a request for a $deposit was required before service could be obtainedOn March 26, 2018, a request was made for the service to be disconnectedOn April 2, 2018, a final bill generated reflecting a $credit which was refunded to him in the form of a checkPlease see the attached bill for the breakdown of the monies The deposit amount was $2250.00, the interest applied was $totaling $2251.24; minus $which was for the gas and electricity used equals $All of this information was explained to [redacted] on April 2, As today, the refund check was mailed, and the account now has a zero balance

This letter is in response to the complaint received by the Revdex.com from Ms [redacted] regarding her account balance with Rochester Gas & Electric Corporation for service at [redacted] *** RG&E records indicate that Ms [redacted] was placed on a minimum payment agreement to pay $towards an outstanding balance in addition to her current bill on March 28, As of her January 10, 2017, statement, her account was current with a payment of $due on or before February 2, On February 3, 2017, a new statement generated with $as an unpaid amount On March 8, 2017, another statement generated in the amount of $478.28, with a past due amount of $which resulted in a reminder notice generatingPayments are due upon receipt of their billing statement, however, RG&E does allow days for payment Unfortunately, when payment is not received on or before the payment date, it is considered late once the new bill generatesUnfortunately, due to her untimely payments, her minimum payment agreement canceled and the unpaid balance billed forward Therefore, a payment in the amount of $is required before her minimum payment agreement can be reinstated or a payment in the amount of $which is her total past due amount is required to prevent termination of service

This letter is in response to the complaint received by the Revdex.com from Christopher [redacted] regarding a high bill he received02/26/RG&E issued a high bill amount due to an actual read taken on Mr [redacted] meterMr [redacted] contacted RG&E to discuss why his meter was not being read The representative explained that his meter was read on 02/21/and company sent a letter explaining he would be receiving a high bill due to many estimates on his meter Mr [redacted] was not happy with explanation and contacted the Executive Office of Appeals to discuss his issue furtherIt was explained to Mr [redacted] that his billing statement will show if his usage is an estimate, actual read or customer readIt also explains in the message part of the bill that company has not read meter and needs to obtain an actual readIt was also explained that his account was coded bad dog, which has since been removed off his accountMr [redacted] was not satisfied and called back to the Executive Office and expressed his concerns with his high bill which was a result of RG&E not reading his meter in a yearIt was explained to him that we would not able to adjust his bill as the bill is for consumption his usedI offered to spread the bill out for year which is the same amount of time his meter was estimatedHowever, he felt that an adjustment is warrantedHe mentioned that he spoke with RG&E Customer service prior and they advised him that a $credit would be applied to his accountI also explained that we would also credit a second $from our meter reading department to see if they are willing to adjust another $However, I could not adjust the bill amount because the company is billing for service the he usedIt was also explained to Mr [redacted] that once the meter has not been read in 11months a letter will be sent to him explaining this Each month on his billing statements was also a message starting from July 2017.Mr [redacted] has received a credit on his account for $and was also offered a payment agreement for the high bill amount to which he declined He has since paid total bill amount in full The coded for dog has also been removed

This letter is in response to the complaint received by the Revdex.com from Desire Giddens regarding the activation of new utility services at [redacted] ** RG&E’s records indicate the gas and electric meters associated with [redacted] ’ aptwere located in the locked basement, which [redacted] didn’t have access to On 6/4, RG&E couldn’t gain access to the meters due to the basement being lockedOn 6/13, the RG&E serviceman attempted to contact [redacted] ’ by phone as instructed with a minute call ahead Because the serviceman phone # is from a “blocked” phone # [redacted] didn’t answer the phone, resulting in another missed appointment Today, RG&E’ serviceman met with [redacted] and her Landlord the both meter were turned on and service was placed in her name