Pacific Gas & Electric Company

Resolution:
* Customer enrolled in the online autopay/recurring payment service in May ***
* Customer's online auto payments from June *** through September *** have been returned with the following error message: No Account/Unable to Locate Account
* PG&E submitted a payment research, but
only found the onetime payment made on 9/26, which was made with a credit card; this payment has been credited to the customer's account and will reflect on the customer's next statement
* PG&E’s Payment Research department made multiple attempts to contact the customer and provided a direct contact number
* Customer Relations also left a message on 10/14/** and provided a direct contact number * Customer may contact PG&E for further assistance

Complaint:***I am rejecting this response because: I have already done that and they have not been able to help.Sincerely,*** *** *** ***

Tell us why here
Resolution:* Customer Relations spoke to the customer and confirmed that a call was made, a day & hour notice was sent, in accordance with Rule 8* Customer was billed a deposit of $*** in accordance with Rule & due to interruption of service on 3/30/***
Customer states that she recently enrolled in e-bill through her bank and the emails did not reflect her total or past due balance* Customer is a long standing customer with a good payment history prior to the e-bill enrollment* In an effort to resolve, Customer Relations agreed to waive the deposit* Customer stated that she is satisfied with the resolution and advised that she will enroll in PG&E's online autopay service* Provided the Revdex.com with the resolution and closed the complaint

Initial Business Response /* (1000, 7, 2015/06/09) */
Resolution:
[redacted] spoke to the [redacted] on 5/26/15 and advised that we did not receive a complete fraud packet; advised we will need a copy of the police report and proof of residency
8 [redacted] believes that the information...

that she submitted complies with our request; [redacted] advised that we will review the documentation to confirm
[redacted] provided an incident report, which is not the same thing as a police report
[redacted] provided an Anthem statement advising of cyber-attack that took place on 1/29/15, which is outside of the disputed time frame (6/2013 to 12/20/13)
[redacted] provided an Avon invoice, which is not a valid proof of residency source; [redacted] also provided one health plan statement dated 1/1/13, which is outside of the disputed time frame
[redacted] confirmed that the [redacted] did not provide the requested proof of residency documentation and did not provide a police report; [redacted] will need to provide 2 different sources per month from 6/2013 to 12/20/13 for proof of residency and will need to provide a police report
[redacted] understands, but does not agree
Initial Consumer Rebuttal /* (3000, 9, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not send them an Avon Invoice as proof of residency. I sent them a Renter's insurance declaration within the time period requested covering June 2013 to June 2014 with a health insurance statement showing receipt of paid premium for full year of 2013. The Renter's insurance declaration and the Health insurance statement had my Vallejo address on them. An incident report is a police report and the only police report the Vallejo Police Department gives for victims of Identity Theft. It is impossible to get any other type of report for this crime. The Anthem cyberattack is for the time period 2004 to present. My health insurance premiums are paid for the entire year every year, so they are annual. The ID Theft Affidavit Form specifically states that a police report (without specifying what kind and 2 proofs to residency from 2 separate sources covering the timeframe 6/XXXX-XX/2013 which I provided. No where in the written instructions of police report needed of proof of residency does it say that an incident report is not a police report or that I need to provide documentation for each month of the time period from 6/2013 to 12/2013.
PG%E does not want to admit they made a terrible mistake by cooperating with the ID thief in opening a fraudulent account. They are simply giving me resistance because they don't want to accept the loss. If I had needed to provide any other documentation other than what I provided them, then why did Experian, Equifax, Transunion, and Comcast determine that I was the victim of ID theft with the same information I provided to them as I provided to PG&E? PG&E is playing games.
Final Business Response /* (4000, 11, 2015/06/11) */
* The Anthem declaration states that they learned about the cyber-attack on 1/29/15; they believe the cyber-attack happened over the course of several weeks beginning early December 2014, which is well after the disputed timeframe (6/XXXX - XX/2013)
[redacted]'s Health Plan one month statement is dated 1/1/13, which is outside of the disputed timeframe and is not valid; in addition, only one month is provided
* The copy of the receipt referenced is crumbled and is not legible, so we are unable to confirm what proof it is providing
* The initial Affidavit requested 2 separate sources that cover 2 months "during" the disputed dates; the [redacted] did not provide the initial 2 sources
* In addition, PG&E sent the [redacted] a letter on 4/20/15 requesting a copy of the police report and proof of residency from two separate sources that covers the entire time frame of the disputed charges (6/XXXX - XX/2013)
* At this time, the [redacted] has not provided the requested proof of residency; PG&E will be [redacted] to move forward with the investigation upon receiving the requested proof of residency
Final Consumer Response /* (4200, 15, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will provide a legible receipt of proof of health insurance premiums paid for one year. I feel the rest of PG&E's demands are unreasonable.
Per Anthem the personal information compromised by the cyberattack to Anthem's IT system occurred from 2004 on. I pay my Health Insurance annually, not monthly; that's why I included proof of payment for one year's premium covering 1/2013 to 12/2013. All three credit bureaus; as well as, Comcast accepted the same proof of residencies and police report.

Tell us why here...Hi [redacted]Unfortunately, I am unable to accept payments. If you require assistance with making your payment, please contact our Customer Service at 1800-743-5000 and request a pay by phone live agent. You may also mail a check payment to:Pacific Gas & Electric Company PO Box 997300Sacramento, CA 95899-7300* Make the check payable to PG&E, write the account number on the check, & remember to sign the check

Resolution
 * Customer Relations spoke to the customer on 7/13/** and confirmed that the billing has been corrected, in accordance with CPUC Rule 17.1 (a copy of the rule was sent to the customer)* PG&E confirmed that the customer's autopay amount is set to pay less than the customer's...

actual charges, which resulted in an accrued balance* Customer has updated her autopay instructions and understands that the billing corrections have been made; customer is satisfied with the resolution

Resolution:
* Customer started service in his name as of 8/11/**
* In accordance with CPUC approved Rule 19.1 qualifying applicants for CARE shall be placed on the CARE rate starting with the first day of the Billing Cycle such application was processed in by PG&E
* Customer applied for...

CARE as of 9/15/**; PG&E approved CARE as of last bill date 8/24/**
* As a courtesy, PG&E agreed to apply the CARE discount as of the 8/11/** start date
* The adjustment will be completed in approximately 10 days

Resolution:* The pay by phone number is 877-704-8470* There is a fee of $1.25 per transaction* Options to Pay:  ATM/Debit Card, Bank Account or Credit Card (Discover, MasterCard, Visa)

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]

Response:* PG&E customers have reported telephone scams with calls that show PG&E on the caller ID 1-800-743-5000. The callers tell customers that they owe past-due balances or are eligible for a federal tax refund. PG&E is not making these calls. We never ask for your financial...

information over the phone. False financial requests like this should be treated as scams. The PG&E Corporate Security Department and the authorities are investigating this scam* PG&E has checked our outgoing call routing system which shows the last call out made to [redacted] was on [redacted]; this call was made related to a customer’s pay plan request and the phone number has since been removed* Customer Relations attempted to contact the customer to obtain more details such as, what the call is regarding and to confirm the number that the customer is receiving the calls on, but we are unable to leave a message* PG&E has investigated and we made multiple attempts to resolve the issue; we have removed the customer’s phone number from our system and confirmed that we have not made any outgoing calls since April 2016* Unfortunately, the issue may be beyond our resolution if an unaffiliated company is making the fraudulent calls* Customer may contact me directly at 209 956 7503 to discuss further if needed

Complaint: [redacted]I am rejecting this response because:
Though the energy company may have the "right" to access a deposit, the means by which they determine the deposit are biased and discriminatory.  My wife and I both have good credit. Enough to buy a new car recently, but the gas company won't for a bill that should amount to about **$-[redacted]$ per month because they have determined through their "in house" and fraudulent judging system, that we are a risk. BUT if you sign up for an automatic payment plan (that allows them to pull directly from your bank account where you do not review your bill before they take your money) then magically your deposit is not needed, they have your account. (if the idea of security for them is that it ensures that you will pay, that is ridiculous. It does NOT guarantee you will have that money in your account when they charge you) My point is that this is all a ploy and extortive tactic to get you to give them your bank account when they should not have, don't deserve or need any such access. Furthermore a deposit of [redacted]$ is for what? how do they even determine this number? is that 4 months of bills? 2 months? what is this criteria and how is the credit deemed? They have no competition, so they can do what ever they like... this is wrong, biased, fraudulent and discriminatory.  [redacted]

Initial Business Response /* (1000, 7, 2015/06/17) */
Resolution:
* In accordance with the approved CPUC Rule 19.1.B, applicants with electric usage above 400% of baseline allowance must provide proof of qualifying household income, including IRS Tax Return Transcripts, agree to participate in...

the Energy Savings Assistance program, and keep their usage below 600% of baseline allowance to remain enrolled in CARE
* PG&E sent the [redacted] a letter on 5/12/15 and on 6/1/15 requesting the [redacted] to submit a 4506-T form to the IRS in order to receive the required Tax Return Transcript or request verification of a non-filing status for all adults in the household from the IRS
[redacted] provided the standard 1040 tax record, which is Not the requested Tax ReturnTranscript
* The [redacted] may call the IRS at X-XXX-XXX-XXXX, contact them online at www.irs.gov, or mail the 4506-T Form (check Box #6a)
[redacted] sent the [redacted] a letter on 6/16/15 requesting the Tax Return Transcript; [redacted] included a 4506-T form in addition to the approved CPUC CARE Tariff
* Once PG&E has received the requested documentation, we can proceed with evaluating the [redacted]'s eligibility for CARE
Initial Consumer Rebuttal /* (3000, 9, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did turn in the IRS form and IRS never sent me my requested documents. So I sent in the 1040 that I printed off myself from my accounting documents. Which they state is what they need on the pge website. I turned it in on time and was still canceled from my discount. I have since requested from the IRS a second form requesting the same document that never showed up the first time and IRS cooperated the 2nd time with my request and I was able to send in the document a few days ago. I have done everything they requested and still canceled from care. We also do keep our energy consumption below the 600% like stated in the agreement. They keep saying we have high energy consumption but we have no higher consumption then any of our neighbors. They also stated that they would help us with improving out homes energy consumption by replacing or repairing things that created the issues with high energy but they just came out and replaced a few light bulbs and did not do much else, and we saw no improvments in our bill at all from that. I have cooperated with there requests for the information they claim they need and I was canceled. We are a 5 person family that cannot afford there outrages charges, We make under the required amount to qualify and I want to be reimbursed for the over charged amount on last months bill and the upcoming bill if the discount is not reinstated by then. I have had to waste so much time dealing with this issue they have created and I don't have any extra time at all considering I have three toddlers to take care of. I just want this situation handled once and for all. Thank you
Final Business Response /* (4000, 14, 2015/07/20) */
Resolution:
* 6/22/15: PG&E received the [redacted]'s tax return transcript and ESA agreement; CARE was approved and reinstated as of 6/24/15
* CARE lapse from 5/5/15 - 7/2/15; PG&E will rebill the [redacted] to include CARE discount from 5/5/15 - 7/2/15
* Bill correction will be available on the [redacted]'s 7/31/15 statement
Final Consumer Response /* (2000, 16, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution that pge has come up with and I want to thank them for helping me to get the discount for the months that I was improperly taken off the care program. The bill was over 500 one month and was to much for my family to afford to pay. Thank you for you help.

PG&E response: * In accordance with CPUC approved Rule 6, PG&E may charge a deposit to establish credit (http://www.pge.com/tariffs/tm2/pdf/ELEC_RULES_6.pdf) * PG&E performed a credit check to determine if the deposit can be waived * The credit check is based on the Telecom, Energy,...

& Cable (TEC) score, which may be different from the customer's credit score * PG&E does provide an alternate Online Automatic/Recurring Payment option in lieu of the deposit or a bill guarantor to waive the deposit * The customer may also make a pay plan for the deposit * As of [redacted], customer's mailbox is full so Customer Relations was unable to leave a message * Provided the CPUC with the resolution and closed the complaint

Complaint: [redacted]I am rejecting this response because:
This does not answer my question.
I have tried paying by phone they say the account number is incorrect and cannot provide me with more information.
Sincerely,[redacted]

Response:* PG&E sent the customer's closing bill to the requested P.O. Box as of 10/26/16; final payment was due[redacted] In accordance with the CPUC approved Rule 8.C, closing bills for both residential and nonresidential service are due and payable upon presentation and will be considered past...

due if payment is not received by PG&E within 15 days after the closing bill is mailed to the customer* PG&E did not receive payment for the closing bill; the unpaid closing bill balance was sent to a collection agency MBW* PG&E is not responsible for any mailing delays made by the Post Office* The customer may pay PG&E directly and the collection item may be listed as paid in full, once the full payment is received* The customer may also contact the collection agency [redacted] to discuss their payment options* If the customer believes the collection reporting is incorrect, he may contact the Credit Bureau to dispute

Response:
* PG&E is aware of the multiple outages and we have replaced the transformer as of [redacted]
* A power surge can be triggered by an internal source as well as an external source; therefore, the technician's reference to a power surge is not proof that the issue was caused by PG&E
* A power surge triggered by PG&E is most likely to affect multiple homes in the area and customers would not have to be home in order for the appliances to be affected
* PG&E has investigated the claim and we provided an explanation for the denial* The customer has the right, at any time in the claims process, to file a court action; if the value of your claim does not exceed $[redacted] the customer can file a small claims action that does not require an attorney

Complaint: [redacted]I am rejecting this response because: The response from the CPUC is the very reason for the filed grievance. They have no lawful right to charge these fees, "It is a matter of law". I was never notified regarding a Opt-Out-Program from PGE, but rather informed that I was placed in the program and would therefore be billed monthly with these illegal fees. I want to be given the state and federal legislation for these fees. If that is provided and a statement from PGE of the delinquent amount of Opt-Out-Fees and that they acknowledge payment of said fees are being paid under duress then and only then will I make said payment. Lastly, I would like to say I'm tiered of waiting for long periods of time for a response from PGE and then finding I have but a few days to respond back before my case in considered closed. If you have closed this case I request it be reopened and kept open until its conclusion, thank you for your time and consideration in this matter.Sincerely,[redacted]

Resolution:* Customer Relations called the customer and advised PG&E does not report to the Credit Bureau on an open residential account*  Advised the customer once the account has received no delinquent notices for 12 months we are able to provide him a Payment Reference Letter (aka Letter...

of Credit)*  Customer wanted the letter today advised there were two 48 hr. notices mailed to him one on 08/23/[redacted], 12/27/[redacted], and was shut off for non-payment on 01/09/[redacted]; also advised that his credit with us is correctable if he continues to pay his bill on time and does not receive any additional notices we would be able to mail him a Payment Reference Letter or he can print one from our website after  01/10/[redacted]

Initial Business Response /* (1000, 7, 2015/09/11) */
Resolution:
* Customer was unable to reach the customer or leave a message
* Customer Relations sent a letter providing the customer with a direct phone number to call to discuss
Initial Consumer Rebuttal /* (3000, 9, 2015/09/14) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
the facts as I understand them have been provided. I have spent an inordinate amount of time explaining/discussing on the phone with over 4 people. If they are in the right, they can provide a written letter addressing my concerns and details as provided. If I am wrong, they can indicate as much. I will not discuss on the phone I have tried that too many times. If they care to resolve address my complaint they should do so in a professional responsive manner- and prove me wrong , if they can not do so - they should rectify any discrepancy in charges assessd to my account -e.g. returned check fee and re-instate my privilege to simply PAY the Bill OnLine like a responsible customer who has tried for months now to rectify a ridiculously simple matter. Thank You [redacted]
Final Consumer Response /* (3000, 18, 2015/10/27) */
PGE rescinded my privilege to Pay my Bill Online. Pls see prior Revdex.com complaint. privilege. PGE rep assured me it would be reinstated.But it has not.
PGE sent me a letter to contact them. I called and spoke to a Community Relations Rep. a lady who unfortunately I can not recall her name but She reviewed my record as we spoke on the phone and assured me my privilege to Pay my BIll Online would be reinstated based on my overall exemplary payment history. I would also recieve a Refund of returned Check fees. She stated she was going on Leave /Vacation but would leave word with her colleague in order that their systems are upgraded to remove the block on my account. I have since lost the Letter putting my blind faith in that this would happen. IT has not. Please see former complaint. I beleive this just fell through the cracks since the lady went on vacation. Thanks ..sorry to have to trouble you again.. I'll keep the letter the next time. Thank you for your great service to society!

Initial Business Response /* (1000, 7, 2015/10/09) */
[redacted] previously with Spark Energy from 11/6/13 to 4/9/14 and will need to contact them directly to disputes the charges and terms of the contract.
Spark Energy
Phone number: XXX-XXX-XXXX
Hours:
Monday-Friday: 5:00am-4:00pm
Saturday:...

7:00am-2:00pm