Pacific Gas & Electric Company

* PG&E included a 15 day notice on the customer's [redacted] bill and sent a 48 hour notice on [redacted] ; both items fulfill PG&E's CPUC approved Rule 8 requirement for past due notification [redacted] In accordance with CPUC approved Rule 6. B, PG&E can charge a re-establishment deposit... when the service has been interrupted for non-payment [redacted] Customer Relations was unable to speak directly to the customer; service was interrupted a second time on [redacted] while disputing the deposit [redacted] Customer Relations left a message [redacted] apologizing for the [redacted] interruption and confirmed that the deposit has been waived; provided a direct contact number to discuss further if needed [redacted] PG&E offer email reminders to remind customer's before the bill is due or to remind customers after the bill is due; customer can update the online profile to receive the appropriate email notifications

Initial Business Response /* (1000, 6, 2015/05/18) */
Resolution:
* The re-establishment deposit was charged in accordance with the approved CPUC Rule 6, due to the service interruption on 5/13/
* *** scheduled an online payment the morning of 5/13/15, which did not post in time to cancel
the pending interruption
* *** is recovering from kidney surgery and did not receive the hour notice until 5/14/
* As a courtesy, *** *** agreed to waive the deposit; also sent the *** a medical application
* *** stated that she was satisfied with the resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
P.G & E contacted me (***) on May 18th and she told me they are going to waive the deposit fee
I am happy about this
I am satisfied with this resolve
Thank you for your help

Final Consumer Response /* (2000, 6, 2015/08/26) */
PG&Es CARE department contacted me stating that I am eligible for the care program and that they have offered me a credit for the months I had been taken offI wanted to thank both PG&E and Revdex.com for their time and services, I consider this case
to be resolvedThank you again!

Initial Business Response /* (1000, 5, 2015/09/15) */
Resolution
* It was discovered that the ***'s account was removed from CARE on 9/12/2014, due to no response to PG&E's High Usage Post Enrollment Verification Letter
* There are additional steps in the High Usage process -
Documentation, Energy Savings Assistance (ESA) Visit and lowering of usage
* PG&E has sent multiple notifications requesting a copy of the ***'s tax return transcript and enrollment into the ESA program; these requirements are approved by the CPUC- Rule and the *** must adhere in order to be enrolled in the CARE program
* After her documentation is approved, she will be placed back on CARE, and she should receive a call from ESA to set up the energy visit
* Once the visit is complete, she has days to lower her usage below 600% of her baseline (if she has gone over 600%) and if she goes over 600% after the day grace period she will be removed from the program and will need to appeal the removal

Final Consumer Response /* (3000, 9, 2015/11/23) */
This is my second time filing a complaint on this issueThe first complaint (no.XXXXXXXX) was filed on October 23rd of this yearI received an e-mail from Revdex.com stating my file was received and another saying it was processed but nothing further
At one point I had e-mailed the resolution specialist to tell her it had been figured out, which turns out it hadn't so I e-mailed her yet againI never got a response either timesSince disputing the bill with my bank they have lessened the charge to $The bank had credited the money back to my account, I paid the overdraft daily $fees off, and closed out my bank account on November 11thToday, November 21st I receive a letter in the mail from the bank which I previously had an account with stating the had been withdrawn from before said accountI do not understand how they would still be able to take money from an account that has been closedAlso the bank has charged a $handling fee for processing thisIt is a Saturday so I must wait until Monday to even call the bank to ask what is going onAlso I have already tried disputing this with this company as well and have heard no replies back from any of my messages or anything concerning the matter
Product_Or_Service: electricity & gas
Account_Number: XXXXXXXXXXX
DesiredSettlementID: Other (requires explanation)
As I have said before, it was fraudulent; a lady had stolen the woman's identity who owns this house while she was in the PhilippinesI had told that to PG&E when they showed up at the house a 1/an hour before closing time and demanded I have electricity turned on in another name or I just won't have anyI had no way to get ahold of the lady who owns the house, with no international callingThe bill has already been paid up as she has been paying electricity here for more than a year

Complaint: ***I am rejecting this response because: You have stated the same things about other houses MAY/MAY NOT have the power surge, so what you are saying is that the neighbors would possibly not have the same issueAs for the internal issue of a power surge is out of the question because it hasn't happen previously or since, and plus there wasn't any air conditioning on or other equipmentAgain, you fail to talk about the tech who said it was a power surge and again ignored his experience based on this issueBut what is positive on your end is that you did say you had power outages and replace transformersWhat's unacceptable is that you don't believe the transformers related to power surges has nothing to do with my home even though I used the defective transformers that you provided Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/06/19) */
Resolution:
* PG&E provided the *** with two month pay plans, which were broken
* As a courtesy, PG&E provided a third pay plan, but for months instead of months
* *** *** made three attempts to contact the ***
and left a message twice; unable to leave a message the third time due to the mailbox being full
* *** may contact *** *** to discuss the pay plan details
Initial Consumer Rebuttal /* (3000, 9, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was called twice by a *** service rep but was unable to take the calls as I was in the hospitalWhen I got out of the hospital around the 27th I called the rep back twice on the the and twice on the 28th and left one message each day and as of yet have not got a response

Hi ***,
I recieved the email to the correct email address
Thank you,
Erica

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

Initial Business Response /* (1000, 5, 2015/06/02) */
Resolution:
* *** *** left a message on 5/26/requesting a call back
* ***'s refund was sent on 5/29/
* *** *** learned that the phone number we have on file is incorrect
* *** *** sent a letter on
6/2/confirming that the refund was sent on 5/29/
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

* *** Customer Relations spoke with MrMckenzie; he has been in contact with PG&E's claims department representative and they are working towards a final resolution* Customer stated he is satisfied with the resolution

Account number ***I had disputed a charge in collections with you, I believe it is a bill the landlord should have paid because I had moved out long before the billHowever, although I thought it was resolved, it is being reported as in collections again on my credit reportI have spoken with your customer service hotline but have not been able to make a payment on this accountPlease allow me to pay you directly and remove this account from collectionsThe amount is listed as: $*** Please note, I am not taking ownership of this bill but I would like to pay it so it is no longer a problem for me

Initial Business Response /* (1000, 7, 2015/06/17) */
Resolution:
* On 6/15/15, *** *** advised the *** that the account was enrolled in the SmartRate program in 2012; *** listed the email address and phone number provided and the *** confirmed that it is his email
address and phone number
* *** did not understand the explanation and requested an interpreter; *** *** contacted the *** with an interpreter (agent #XXXXXX) and explained that he enrolled in
* *** *** confirmed that we have submitted his request to cancel the SmartRate program
* *** stated that he understood and had no other questions or concerns

Resolution:
* PG&E received the requested documents as of 8/31/**; CARE was reinstated
* PG&E provided a retroactive CARE adjustment for service from 1/2/** - 8/23/**, which will reflect on the customer's 9/23/** billing statement* Customer may contact PG&E for the adjustment
details and to request a new pay plan if needed

Initial Business Response /* (1000, 5, 2015/09/01) */
Resolution:
* As a Utility, PG&E must adhere to the requirements provided by the California Public Utility Commission (CPUC)
* Section of the California Public Utilities Code says that "an electrical, gas, or water corporation that offers
customers credit card or debit card payment options may recover the reasonable expenses incurred by the electrical, gas, or water corporation for providing the customers the option of paying their bills by credit card or debit card"
* PG&E is allowed by the CPUC to charge a transaction fee associated with credit card/debit card payments; the $transaction fee is charged in accordance with CPUC approved Tariff- Rule E
* The *** may view the appropriate tariff at http://www.pge.com/tariffs/tm2/pdf/ELEC_RULES_9.pdf
* *** *** spoke to Ms*** on 9/1/and advised that utilities are allowed to charge a fee for credit card/debit card payments
* *** was not satisfied with the explanation and hung up

Resolution:
* PG&E has no record of any outage or power irregularity affecting this customer on or around ***
* In addition, PG&E did not receive any claim submittals for any surrounding neighbors regarding a power surge
* In an effort to resolve, PG&E installed a volt meter
and monitored the customer's usage for a week; no voltage issue was registered* Customer's claim was denied based on the provided information

Response:
* Customer Relations spoke to the customer on 9/7/and the customer stated that she believes she qualifies for CARE because she has deductions that are not being considered
* Customer Relations explained that the gross income is all of the money a person makes before any deductions
are taken for state and federal taxes, Social Security and health insurance, etc
* Customer Relations also provided the customer with the Non CARE vsCARE rate details
* Customer advised that she will switch to another electric utility service; Customer Relations advised that PG&E will still provide the transportation charge as any third party would be using PG&E's infrastructure
* Customer understood, but is not happy that she is denied the CARE discount* Provided the Revdex.com with the company's position and completed closure

Initial Business Response /* (1000, 10, 2015/09/09) */
* PG&E requested a good faith payment on 8/19/and provided a month pay plan for the remainder balance
* This is the ***'s first summer at this premise; ***'s usage is in line with the historical summer usage at this premise
*
***'s usage has increased possibly due to an increase in A/C cooling needs based on the historical pattern at this premise
Initial Consumer Rebuttal /* (3000, 12, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The month payment plan is more then I can affordThey are still charging me on average $per month for a square foot apartmentI know the previous tenant at this address and his bill was not this highSo PG&E expects a disabled person earning less then $per month to pay almost $per month (with payment plan) for power? This is unreasonableMy usage has not changedI requested to have my meter checked for errors or damage and they refusedI disagree with PG&E and if they do not adjust the bill, I will take this to the next level and go to my congressman and the utility commissioner to investigate this further
Final Business Response /* (4000, 14, 2015/09/21) */
* *** is being charged $for current charges due to high summer usage; PG&E advised the *** that her usage has increased due to her a/c usage
* *** confirmed that her a/c was set at degrees; PG&E recommended the *** to increase the thermostat to degrees
* PG&E has no record of the *** requesting a meter test, as her usage is in line with the historical summer usage at this premise; however, the *** may contact PG&E's *** Service to request a meter test
* PG&E has provided the *** with pay plans in the past months, which were not kept; PG&E has provided the *** with a month pay plan in an attempt to assist the ***
* The *** can lower the monthly current charges by increasing the a/c thermostat to degrees or higher, thereby reducing the a/c usage and cost
Final Consumer Response /* (4200, 18, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this answerRegardless of previous payment plans, those payments were in fact paid off and I NEVER lost serviceI have a record of those paymentsSince PG&E feels that charging someone with an income well below the poverty line $for service to a bedroom apartment, then I am now taking this to the state utility commissioner and I am contacting my congressmanI also contacted the former tenant and received copies of his PG&E bills from last yearI have proof that I am being overchargedI also informed PG&E that I keep my a/c set at because the apartment is two stories and I need to keep the sleeping areas under degrees which requires me to set the thermostat at I am sending copies of these responses, as well as my bills and copies of the former tenets bills to the state to investigate PG&E's billing practicesI am also contacting local news media to make sure the public is aware of PG&E's billing practices.I will also take it to social media to spread around and let others knowI am also going to contact an attorney and explore filing a lawsuit against PG&EThis complaint has been a complete waste of time since PG&E answers to nobody obviously

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/10/01) */
*** Concern:
*** disputes being denied a pay plan since she did not receive a day notice
Resolution:
* PG&E included a day notice on the ***'s 7/31/statement; day notice requested the *** to pay $
by 8/20/to guaranty service (collection cancelled before hour notice was sent)
* *** agreed to a pay plan on 8/13/15; *** did not pay as agreed and pay planbroke as of 8/24/15, *** was returned to the collection process
* PG&E sent the *** a day notice on 8/24/15, in accordance with CPUC approved Rule
* PG&E sent the *** a hour notice on 9/8/15, in accordance with CPUC approved Rule
* On 9/12/15, PG&E requested a payment of 50% of the balance to reinstate a new pay plan; *** was unable to commit to 50% of the balance
* *** was denied a pay plan due the broken pay plans within the last months
* 9/30/15: *** *** attempted to contact the *** to explain 15day notices are included on the bills for customers who receive online billing (hour notices are mailed) however, unable to leave a message due to voicemail being full
Initial Consumer Rebuttal /* (3000, 9, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PG&E are liars! They have never try to contact me and have the nerve to send me a fifteen day notice and my current bill at the same time! Who does this?! Oh, let me guess PG&E
Final Business Response /* (4000, 11, 2015/10/09) */
day notices have been included on the ***'s bill since changes to the collection policy in If you would like additional information please contact PG&E's Credit Department at
XXX-XXX-XXXX, Monday - Friday from 8am-5pm