Rochester Gas & Electric Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]
I was told by someone who works in your company that I would not be double bill and I took there word for it and now u guys are screwed me over again this is not the first time this happens to me its not fair I have to many health issues for me toget my RGE CUT OFF BECAUSE OF BILLING B.S not fair at all u must train ur employees right that way they can give the right info and your last person I spoke to was rude and thats why im filing this complaint they were very rude and I'm professional not the first time either it doesn't matter how nice you are to your employees they're rude they take the job like they own the company
Regards,
*** ***

This letter is in response to the complaint received by the Revdex.com from Mr *** ***, regarding RG&E deducting two payments from his credit card. Upon receipt of this complaint an outbound call was placed to Mr*** to discuss his concerns with payment made to an
account in the name of *** ***, to which Mr*** is authorized on this accountThe payments in question by Mr*** were both made on the *** on-line payments option and were not with a company representative. Mr*** did not want to discuss this and ended callThe on-line report shows there was a payment made on 04/15/for $133.32. Then on 04/22/it shows a second payment entered for $RG&E is not able to request a second payment automaticallyThe *** system is designed for a customer to use only Sincerely, MrsBRG&E Executive Office of Appeals

This letter is in response to the complaint received by the Revdex.com for *** *** regarding his bill balances on his accountAn outbound call was placed to Mr*** to discuss his account and he request to have his Wife speak for him. Mrs*** was asked to view
billing statement to have account explained to her. She would not view billing statement that she had requested to receive on-line. Company tried to explain she was not paying the correct bill amount, but was paying the past due that was noted on her Reminder Notice that were mailed to her since the their account was on a Minimum Agreement and Budget Billing ProgramIt was also explained to Mrs*** that when she pays her bill at the Kiosk machine in RG&E’s local office the reminder amount would be at the bottom of the receipt, she stated at this time she did not know where her receipt wasIn an attempt to resolve her issues, RG&E agreed to allow payment of $and account would have Minimum Agreement reinstated and Budget bill also reinstatedIt was explained she would owe every month the budget billing amount of $plus $for agreement and will also owe taxesShe made the payment of $today

The payment on the 15th we made online on the 22nd we didn't send that through my girlfriend never logged on to her account that day are current bill was not due till May 8th and it says rge ez pay there company there mistake and they told my gf there's nothing they can do about it aside credit it to are billThey said payment information is not stored but mysteriously we were charged again on the 22ndThere mistake and nothing they can do about itPlease explain how this is ok? Just curious there a major company and can afford better lawyers they can get away with not making there mistakes right and charging my card when they want

*** I ***Account Number: ***Dear ***,This letter is in response to
the complaint received by the Revdex.comfrom *** I ***
regarding obtaining new service with a past due amount.Per RG&E records Ms
*** ended prior service on 01/10/at ***
*** ** *** ** *** *nd
received a Final Bill for $Ms***’s account had been on a Minimum
Agreement Installment Plan, for $monthly along with monthly bill amountMs*** was also being
billed for supply charges for both gas and electric from *** *** *** *** ***. RG&E only billed her for
delivery charges.An Outbound call was placed
to Ms*** per receipt of her contact with the Revdex.comShe
explained had requested to obtain new service in her name and was advised she
would only need to pay 15% down to begin a Standard Installment Plan and
remainder would be billed for 10months onlyIt was explained to her that
there were no contacts on her account stating this was an option for herIt
was further explained that she would not be offered that plan since she did not
fulfill the Minimum Agreement and would need to pay missed payments of $
on that plan to start serviceMs *** was encouraged to
contact DSS or Project Share for possible assistance to start new service. She was also provided the phone number for
Project Share and the phone number ###-###-#### along with a contact name
(Mrs.B***) to call back to the Executive
Office of Appeals with any further questionsSincerely,MrsB***RG&E Executive Office of
Appeals

Revdex.com:This is not accurateI am not disputing that a balance was past dueI DID NOT receive a past due notice I DID NOT receive a call from the automatic system of missing a paymentPayment is made based on the balance shown on the kiosk machine, it was not until April that we were advised of a missed payment and at this time was told I know you just paid $250...but you need to pay an additional amount of over $within days to avoid service interruptionHad I received notice , a phone and the kiosk reflected a missed payment ( as in the past) this would have been resolved in March.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

This letter is in response to the complaint received by the Revdex.com from Ms*** *** 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*** since receiving this Revdex.com Complaint. Ms*** 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*** due to the company error in taking her paymentMs*** was provided a contact name and phone number for any further questions regarding her final bill arrangement

October 23, 2015 Revdex.com *** *** *** Bryant Woods South Amherst, NY 14228 ID # *** Acct #: *** Dear Ms*** This letter is in response to the complaint received by the RevDex.com from Mr*** *** regarding a revised Final Bill for *** *** *** *** *** *** ** *** RG&E’s records indicate Mr*** requested responsibility for service to start on 11/25/at this address. RG&E obtain an actual company read for both gas and electric meters04/10/15 Mr*** had contacted RG&E Collection Department to discuss his bill and was advised to contact Customer Service regarding having his meter read by company04/10/15 Mr*** contacted RG&E Customer Service and discussed meter being read since it had been estimated since he moved in. The representative explained he could send in a photo of the meters.07/10/15 Mr*** contacted RG&E to request service to be taken out of his name at *** *** ** as of 08/04/and provide his phone number to call minutes prior to provide access to his meters. RG&E serviceman called minutes prior to his arrival and Mr*** did not respond Mr*** ended service with estimated reads due to no access.08/26/15 Per read cycle dates RG&E read both gas and electric meters and Mr*** was then rebilled for his usage for both electric and gas service that was estimated on 08/04/His account was then prorated with actual reads obtained.RG&E has followed the HEFPA Guidelines Backbilling on Residential Accounts, which allows back-billing within months of final bill being issued.Sincerely,MrsB***RG&E Executive Office of Appeals

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

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

This letter is In response to the complaint received by the Revdex.com from Ms*** *** regarding funds being debitedfrom an unauthorized account.RG&E records Indicate that on July 1, 2016, at 9:am Ms***called to authorize RG&E to deduct a payment
In the amount of $fromher bank accountThe bank information v/as confirmed with the customer before processing which is standard procedureUnfortunately, due arepresentative error, the monies were deducted from the in correct bank account that was on file.In an effort to satisfy Ms***, an offer was made to reimburse her of any expenses and fees she incurred due to this error and to remove any andall bank Information from her accountShe stated that she did not Incur any fees and did not want her bank information removedShe wanted to be assured that a mistake such as this does not happen againShe was advised that this Information would be forwarded to a manager for review and actionsSincerely ,MrsW***, Analyst RG&E Customer Appeals East Ave Rochester, New York 14649Telephone ***An equal

RG&E's response for *** *** *** ***Thank you. Dear *** ,This letter is in response to the complaint received by the Revdex.com from Mr*** ***, regarding the interruption of gas services at his business located at *** *** *** *** ** ***
***
RG&E’s records indicate the gas service was interrupted for non-payment instead of the electric service. I spoke with Mr*** today and apologized to him for this error. I offered Mr*** RG&E’s Claims Department information, to get the claims process started to cover the loss of business this error had caused. Mr*** declined that information twice, stating RG&E is a monopoly and no one will help him. I again apologized and explained I was trying to help him but he was too upset to listen to reason I have requested that RG&E’s Claims Department mail Mr*** the necessary forms to get the claims process started Sincerely Paula B***, AnalystRG&E Customer Appeals

This letter is in response to the complaint received by the Revdex.com from *** * *** regarding bill amounts for a prior account and current chargesRG&E placed an outbound call to Ms*** upon receipt of the Revdex.com complaint to address her
concernsThere was no answer and a message with a contact name and phone was left on her voice mailPer RG&E’s records Ms*** began new service at ** *** ** *** ** on 02/27/acct# *** and ended service at *** *** *** *** ** *** *acct# *** on 02/28/RG&E issued a total Final Bill for the amount of $151.10, the prior unpaid amount was included for $The last payment received on this account was $from Department of Social Service (DSS) on 01/20/The Final Bill amount of $would be transferred to Ms***’s new account at ** *** ** *** **.03/20/17 RG&E issued the first billing statement for account # *** for services from 02/27/thru 03/14/for $92.90.03/30/RG&E issued a Final Termination Notice for $to be addressed on or by 04/16/to avoid a possible interruption in service04/04/17 RG&E issued a Payment Agreement offer letter to be addressed on or by 04/16/for a down payment of $and installments of $20.0004/17/17 RG&E issued a billing statement for services from 03/15/thru 04/12/for a total amount of $404.55, which included prior unpaid bill for $and also the Final Bill amount of $from prior account..04/17/17 RG&E received a payment for $50.0004/19/17 Ms*** contacted RG&E Collection Department regarding termination notice and she was advised she would now need to pay $down payment for a payment agreement since a new bill was issued.04/21/17 RG&E received a payment for $53.00RG&E Collections Department has entered Ms***’s account into a Payment Agreement.Ms*** returned call and discussed her concerns with billingA complete overview of her bills and payments was provided along with dates she was billed. Ms *** did not have any billing statement to view at this timeShe stated did not receive her Final Bill for prior addressVerified it was mailed to new address. Ms *** was advised she can obtain copies of billing statements in local office if she is not receiving bills in her mail. Sincerely,MrsB***RG&E Executive Office of Appeals

This letter is in response to the complaint received by the Revdex.com from [redacted], doing business as [redacted], LLC, located at [redacted] regarding direct debit.  On January 24, 2018, an estimated bill generated for $336.71, scheduled to be deducted from his bank account on February 16, 2018. All bills are due 23 days after they generate. On January 30, 2018, RG&E Customer Service Department received a call from Angel questioning the high bill which was a result of an estimated read. It was explained that the bill was based on an estimate and it was suggested that a meter read is provided to compare the usage. On February 8, 2018, RG&E received a picture of both the gas and electric meter for review of the meter reads.  According to the reading on the meter, their January bill was overestimated which resulted in a cancellation of the original bill, and a new bill was generated reflecting the correct usage and the correct dollar amount. Unfortunately, whenever a new bill generates, a new due date also generates.   The original due date was February 16, 2018, and an e-mail alert was already sent before cancellation.  Once the new bill was created, a new e-mail alert was sent informing them of the new amount to be deducted.All of this information was explained before the new bill generating.  As of today, the account is current, and RG&E’s records indicate that the correct amount was deducted accordingly.

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 08/01/13 thru 08/16/16 account # [redacted], Mr...

[redacted] then transferred his service on 08/01/16 to [redacted] and received a new account # [redacted]   Mr. [redacted] received a Final Bill for acct # [redacted] for the amount of $ 66.62.  RG&E received a payment of $60.62 on 09/06/16.   09/29/16  RG&E issued a Billing Statement for [redacted] and due to a computer error the amount of $60.62 was transferred to the first billing statement as a credit.  The billing statement billed the time frame of 08/01/16 thru 08/29/16 for the amount of $132.19 plus tax $.74 for a total amount of 132.93 and with the incorrect credit is was reduced to $72.31 the amount due. 11/29/16 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 error. Mr. [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.

Spoke with business (Ursula), she stated that it is unfortunate that the customer feels that the business is at fault.  However, the payment system is customer driven and the business can not go into the system and take an unauthorized payment from customer's credit card bank account, etc..... The customer made transactions on 4/18/16 and must of forgot and made again on 4/26/16.  When second payment was made by customer, they still had a remaining balance due.  So even though it was a mistake on the customer behalf and there was no overpayment, we can not refund the consumer.  The remaining balance is due upon 5/13/16.

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.

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding electric line repair. RG&E began construction during this past summer and due to some unforeseen problems, construction was put on hold.  The problems have been worked out and the...

job is on the schedule to be completed on or before November 5, 2015. RG&E does apologize for any inconvenience they may have caused. Sincerely, Louise W[redacted], Analyst RG&E Executive Office

This letter is in response to the complaint received by the Revdex.com from [redacted] A [redacted] regarding a payment of $458.10 RG&E placed an outbound call on 06/23/17 in order to explain amount owed on account and spoke with Mrs. [redacted].  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 amounts. Mrs [redacted] did not have any billing statement to review or notices that were be sent to her for past due amount.  Mrs. [redacted]’s account was entered into a Standard Payment Agreement as of January 2017 for a past due amount of $875.93.  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 cancel. 05/19/17 RG&E issued a Reminder Notice for $151.60 to be addressed on or by 05/26/17 to avoid payment agreement from canceling or a final termination notice from being issued. 05/30/17  RG&E issued a Final Termination Notice for $458.10 to be addressed on or by 06/16/17 to avoid a possible interruption in service. 06/20/17  RG&E received a payment of $458.10.06/20/17  RG&E issued a Final Termination for $76.74 to be addressed on or by 07/07/17. 06/21/17 RG&E issued a Billing statement for $229.41 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 miscommunication. The final termination notice was issued for that amount due to payment agreement canceling. Mrs. [redacted] was also provided a contact name (Mrs. [redacted]) 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:01/30/17 03/20/1705/15/1706/20/17

This letter is in response to the complaint received by the Revdex.com from [redacted] regarding Budget Billing Program. RG&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 program. She 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 home. The deficit amount was placed back into the Budget amount and will be paid over the next year.