Portland General Electric Company

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] If they had taken care of the problem when I first called them it would never have come to this.I have contacted them once again and the problem has been resolved.Thank You for your help.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The business should have closed the account when advised to do so by the original callI'd like to get a full refund Sincerely, [redacted]

Dear ***: I am happy to explain in more detail the reason how your account balance has grownI apologize if our first response was unclearOn 12/8/2015, your account balance was $As you requested, a Levelized Time Payment Agreement (TPA) was establishedYou selected a down payment of $80.00, financing a remaining amount of $309.49, which was divided into installments of $each(Please note, the monthly installment is not a fee; it is a percentage of the account balance.) The representative indicated an installment of $would be added to each of the next billing statements in addition to the monthly Equal Pay amount of $72.00, totaling a monthly amount due of $The representative also stated any variance owed (the difference between the amount you paid and the amount of electricity you consumed) would be due at the end of the plan Listed below is a summary of the account balanceYou may view this information from your monthly bills, on PGE’s website, or on the itemization we mailed -Between October and March 2016, PGE received one payment -On 1/7/2016, we billed an amount due of $($monthly payment + $down payment)Usage was $156.21; the account balance was $ -On 2/5/2016, we billed an amount due of $($monthly payment + $balance forward)Usage was $121.79; the account balance was $ -On 2/18/2016, we received your payment of $ -On 3/7/2016, we billed an amount due of $($monthly payment + $balance forward)Usage was $100.85; the account balance was $ -On 4/5/2016, we billed an amount due of $($monthly payment + $Late Payment Charge + $balance forward)Usage was $112.00; the account balance was $*This bill read disconnection pending [redacted] -Late payment charges of $increased the account balance to $ Beginning April and continuing through April 19, PGE initiated phone calls to notify you of the past due status of the account in addition to sending you past due noticesBecause PGE did not receive a payment or payment arrangements before the notice due date, power was disconnected You may find it helpful to reach out to energy assistance agencies in your areaTo get in contact with these agencies, please dial 2-1-and select the option for energy assistanceYou can also visit them online at 211info.org/energy If you have any additional questions, please contact us by phone at 800-542-Our business hours are Monday through Friday from 7:a.mto 7:p.m Sincerely, Jessica Customer Relations

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 meI made a payment as soon as I was able toThe bill is attached to the body of this emailThank you for resolving this matter expeditiously.Sincerely, [redacted]

Dear ***: Thank you for taking Portland General Electric’s online survey and contacting the Better BusinessBureauI appreciate the opportunity to respond Our Electronic Billing and Payments Department has verified the $payment was submitted underyour name to the old accountWe have reversed the $payment from the account at NW SpencerStand reapplied it to the account listed abovePlease verify any active bank bill pay system has beenupdated to your current PGE account number for future payments After transferring this payment, the account balance is $(zero)The meter will be read again onabout 12-23-and the next bill will have a due date of about 1-13- We apologize for the frustration around this matter and the time it has taken you to resolve it.Appropriate coaching will be provided to the representatives involved to help prevent confusion aroundthis matter in the future Again, thank you for contacting usIf we may assist you further, please contact us at 800-542-Ourbusiness hours are Monday through Friday from 7:a.mto 7:p.m Sincerely,PamPGE Customer Relations

May 28, [redacted] ***Gresham, OR Revdex.com Complaint ID: [redacted] PGE Account Number Ending in: [redacted] *Service Address: [redacted] Gresham, OR Dear Mr***: Recently, the Revdex.com forwarded yourconcerns regarding the Portland General Electric account referenced aboveIappreciate the opportunity to reply I can understand how this situation could be confusingWhenan account is on Equal Pay, as yours is, if the set amount ($349.60) is notpaid each month, the account will reflect as being past dueAlthough we understandwhy you paid a reduced amount of $over the last few months, doing sowithout lowering the Equal Pay amount created a past due balance of $Additionally, I also see that your electrical usage hasdecreased over the last year, making the monthly Equal Pay amount of $toohigh, resulting in a credit of approximately $Our computer system “sees”the billed amount of $separately from the Equal Pay plan credit, whichis the reason you received the past due notices, which have been canceledI apologize, but don’t see that we’ve had a recent opportunityto speak with you about your Equal Pay plan options, which includes the abilityto refund the credit balance to you and recalculate and reduce the monthlyEqual Pay amountPlease contact us at [redacted] , Monday through Friday,from a.mto p.mat your earliest convenience Again, I apologize for any frustration or confusion thismatter has causedWe look forward to speaking with you in the near futureSincerely, [redacted] **Customer Relations

Complaint: [redacted] I am rejecting this response because: This is the only business where you get charged for something that you did not use and they don't have record of it then you're the one that still responsible for it and your answer is for me to actually give someone a bill that's in my name to pay for it for a refund like that's ever going to happenThis is simply be resolved by me providing you the lease of when I actually moved out but that's not good for you because you want me to be the one responsible for it because your company is too lazy to actually be rebill someone else.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: PGE, congratulations on your reply! I find it to be a very excellent example of corporate doublespeak and spin! Your bottom line is: you don't care what any of your customers say, you have the power and will charge whatever you want to, for whatever you want to I was hoping for more from you but did expect this kind of reply from you, so no surprise at all You know and I know that my REAL account balance, that is charges I incurred for actually using electricity, was $301, not some $as you say I copied my account history sheet, on 04/21/16, which shows those balances When I paid you a total of $425, on 04/19/and 04/20/16, that left me with a CREDIT OF $ Anyone can see that does not reflect a total $702! Oh but waityou keep a seperate, not showing up on my real electric charges, your infamous TPA (time payment agreement) Your company does a very special favor customers of giving them extra time to pay past due accounts But waitif that TPA agreement is stopped, due to the electricity being turned off, you expect the customer to pay off that $a month time payment agreement, for months that have yet to even happen!! Even if the customer's account is paid in full!! So my deposit was based partially on, this mythical amount I owed, on your TPA agreement! Yet another trip-wire for your customers! What a fantastic deal that is for the customer! They get to pay for future months of an agreement, that no longer exists, along with further deposits, along with their regular bill, even though their account is paid in full with a credit! l!! Wow! I cannot understand why you haven't received thousands of thank notes, for those progressive customer service policies! I am starting to feel bad for you guys! Wow! I never saw your hourly time frameDidn't even know something like that existed with ANY utility company Yet another of many trip-wires, for your customers And because you are so forward thinking with your customer service policies, you do not provide customer service 24/ You only have customer to 7, Monday thru Friday, thus making it even more difficult for them to contact you with payment information Yikes! And to think I missed your magical time line by minutes! No! "Providing outstanding customer service is a top priority at PGE", is in no way, shape or form the truth!!!! If it was, your current customer service policies would have changed decades ago They are very easily fixed, with no capital investment, so there is no reason for them to still existor is there??? Make no mistake, I am not just complaining for myself I am complaining for the people of Oregon I am not giving up or going away I have just begun to fight your policies and I don't care if it takes years! I am in this for the long haul I have been talking to a lot of people regarding your policies and they all think they are reprehensible at the least I don't want anymore people to have financial hardship created and forced onto them by Portland General ElectricEnoughthis has to stop Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I will have [redacted] contact PGE, but they had no problem speaking with me with me verifying all of his information being I'm his roommate currently when we were attempting to get the service restoredNot only that, but I was the one who paid the $yesterday to have services restoredTherefore, I would like the $charge to have a tech come out and restore the service that was paid refunded back to my bank account Sincerely, [redacted]

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 meSincerely, [redacted] ***

Dear ***: Recently, the Revdex.com forwarded your concerns regarding your recent paymentI have reviewed your account and am happy to provide additional assistance to you todayBillMatrix records show your payment of $was made at approximately 7:p.mon 4/19/In each disconnection notice sent by PGE, it is stated that confirmation of payment for the balance of $is required before 7:p.mon 4/19/Please note, this timeframe provided business days of grace period beyond your regular due date for this balanceBecause no confirmation of payment was received by this deadline, the order for disconnection proceeded on 4/20/16.We apologize if the beginning of the payment confirmation message sent by BillMatrix gave the impression you would not need to call; however, the purpose of the additional verbiage is to notify customers it is still necessary if they have received a disconnection noticeIn this message, it is also stated that your payment will post to your PGE account in 1-business days which is why the payment shows in our system as received on 4/20/ PGE records show your total account balance at the time service was disconnected on 4/20/was $The option chosen for reconnection required a minimum payment of $which included half of your total balance, a reconnection charge of $30.00, as well as the first of three $deposit installmentsThis option allowed service to be reconnected without full payment, but required the remaining balance of $to be set up on a month payment planYou are not being charged additional fees for this payment plan nor are you being charged for usage that has not occurredWe apologize you felt this was not made clear to you when you calledIn order to help clarify your balance as it stands today, we have completed an itemization which shows the total history of charges and payments made to your accountI have uploaded a copy of this itemization here I am happy to submit all the feedback you have provided regarding our payment and disconnection processThis feedback is compiled into a report that is reviewed by our senior management team and changes are often made based on customer suggestionsProviding outstanding customer service is a top priority at PGE, and, again, we apologize that this is not how you feltIf you have any additional questions or concerns, please don’t hesitate to reply to this message or contact us by phone at 800-542-Our business hours are Monday through Friday from 7:a.mto 7:p.m.Sincerely,Jessica R.Customer Relations

Complaint: [redacted] I am rejecting this response because:I THINK THAT THE FACT THAT TWO PEOPLE SCREWED UP .........TWO....THE SUPERVISOR AND THE NEW TRAINEE NEITHER ONE COULD CHECK THE NUMBER ONE BY ONE AND THEN TURNED OFF MY POWER ILLEGALLY ....AND I AM GOING TO BE OFFERED A $CREDIT??????? also what a dumb answer the numbers in the area are similar DUH THEY ARE SEQUENTIAL THEY WILL ALWAYS BE CLOSETHAT IS NOT AN EXCUSE!!! MY HUSBAND JUST CAME HOME FROM THE HOSPITAL FROM A HEART ATTACK!!!!! ANYTHING COULD HAVE HAPPENEDNO I WANT THIS TO REMAIN SO EVERYONE CAN SEE WHAT THEY DID TO US AD IT WAS MORE THAN MINUTES IT WAS OFF BECAUSE I WAS SPEAKING WITH THE POLICE FOR OVER MINUTES(I Checked my watch) PGE JUST LIED AND I WILL TAKE THIS TO COURTBUT I WANT THIS COMPLAINT TO REMAIN ON THE RECORDS I WILL NOT REMOVE THISI WAS TOLD I HAD THAT RIGHTAND I CHOOSE TO USE IT [redacted] ***

Dear Mr [redacted] , The Revdex.com forwarded your concerns regarding a PGE contractor that visited your homeI appreciate the opportunity to reply At PGE, all employees and contractors are expected to utilize respect and courtesy at all times, and I’m sorry this was not what your wife experiencedUnder no circumstances does PGE approve of customers feeling forced to sign up for an optional program or being questioned when they decline Your feedback was forwarded to management of Green Mountain Energy, the company that came to your door on the evening of 2/14, as well as PGE managementYour name and address were placed on a Do Not Contact list to prevent you from receiving future communicationThank you for taking the time to share your thoughts and concernsIf you have any additional questions please don’t hesitate to contact us at 800-542-8818, Monday through Friday, a.mto p.mSincerely, Cari PGE Customer Relations

Dear ***,I'm sorry to hear about the frustration you recently experiencedI believe I located the account using the address given to the Revdex.com, but it appears the account is in someone else's nameI apologize, but we're unable to release information to anyone but the
person whose name is on the account We'd very much like to look into this matter furtherPlease have the customer of record contact us at 800-542-8818, Monday through Friday, a.mto p.mand request to speak with a supervisorWe look forward to helping further.Sincerely,Cari PGE Customer Relations

November 22,
Service Address: *** *** *** *** *** ** *** *
Good afternoon ***,Recently, the Revdex.com sent us your concerns regarding your neutral wireI appreciate the opportunity to respond
First, we would like to apologize for the
frustration you’ve experienced related to this issueThe temporary repair we put in place to restore your service is safe and doesn’t pose any imminent danger to you or the publicWhile safety is always our first concern, we’re also committed to providing prompt service to our customersHowever, locating and repairing underground equipment can be complex work and this job has taken longer than we hopedWe are working with the City of Salem on the final permitting, and expect to finish the work soon (beginning with 3-days of excavations and boring next week)
The purpose for the spray paint and flag markers in your yard is to locate any underground utilities to avoid damage to existing servicesI am sorry for any inconvenience these markings may cause, but they are a vital part of the process
We are always looking for ways to streamline and improve our service and will review our process in this case to identify any unnecessary delaysIf you have any additional questions or concerns, please contact us at 503-612-We’re here Monday through Friday from a.mto p.m
Sincerely,
Jessica R
Customer Relations

Hello ***, I'm happy to help with the account questions you askedThe final balance from the account ending in *** * was $A billing itemization showing how the balance accrued will sent in tomorrow’s mailBecause we show this amount is accurate, my apologies, but we're not able
to reduce itHowever, if you believe you made a payment that isn’t shown or if there’s been an error, please call us at the number below and we'll certainly look into your concerns furtherBecause your new account has a name that's different than your prior account, we weren't initially able to find itHowever, based on the information you provided, we updated our records and retrieved the balance of $from Bonneville Billing and Collection, then transferred it to your active account ending in *** *BBC will stop any further collection activity and submitted a request to remove any derogatory information from your credit reportsIf we can assist setting up a payment plan or if you have any further questions, please don't hesitate to contact us at 800-542-We're happy to helpThank you, Cari PGE Customer Relations

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
Sincerely,
*** ***

Dear Mr***, The Revdex.com forwarded your concerns regarding the length of time it’s taken to receive electricity to your new home sitesI appreciate the opportunity to reply First, I’m very sorry for the length of time you’ve been waiting to have permanent power supplied
to your new homesI can certainly understand any frustration you have and agree we could have done a better job expediting your requestI contacted management and was assured the job has been approved and Sue or Fred will be contacting you today If you have any additional questions or concerns, please feel free to contact PGE Customer Relations by calling 800-542-and asking to speak with Customer Relations at extension Again, thank you for sharing your experience and allowing us the opportunity to improve Sincerely, Cari PCustomer Relations

Account Number: *** *
Service Address: *** ** *** *** Portland, OR
Dear *** and ***:
Thank you for contacting Portland General Electric via the Revdex.com about the closing bill for the account listed aboveI
appreciate the opportunity to respond and apologize for any frustration that resulted from the final bill
Equal Pay plans work by calculating past usage to determine an approximate average monthly bill amountIf there is more usage than what has been paid for, a debit variance resultsThe actual total account balance is shown on the bottom of each bill so that any accumulating variance can be monitored
Our records indicate when the account was closed, a balance of $existedThat was the difference in the amount you paid for versus the total amount of service usedThe $was added to your final closing bill of $which totals $
We understand that any bill can be difficult to manage and can split the final balance of $into a few payments, if desiredIf you would like to set up a payment arrangement on this balance, please contact us at*** Our business hours are Monday through Friday from 7:a.mto 7:p.m
Again, thank you for contacting usIf we may assist you further, please contact us at the number listed above
Sincerely:
Pam
PGE Customer Relations

Good morningI called and spoke with Mr*** on Friday, July after PGE thoroughly researched his concerns pertaining to his PGE accountPGE previously sent a refund check to Mr*** in the amount of $on May 7, 2015, that Mr*** indicated he did not receivePGE agreed to
apply the credit to Mr*** active PGE account, which will occur within the next to weeksPGE also offered a $courtesy credit for the inconvenience this matter caused Mr***The credit will be applied within the next to weeks as wellIf the Revdex.com or Mr*** have any additional questions, please email us at ***@pgn.com.Thank you,Cari P.Customer Relations