Portland General Electric Company

Dear ***:Thank you for contacting Portland General Electric via the Revdex.com regarding youraccountI appreciate the opportunity to respond.Records show a Time Payment and Equal Pay plan were set up initially on 11-30-The Time Paymentinstallment was $and the Equal Pay
installment was $($total due each month)Atthat time, the representative explained how these plans worked and did recommend watching the billsto compare actual usage with the amount being paid each monthWhen this plan ended in November of2016, the total amount due was $1,This total included a previous amount due of $460.71,current charges of $and a usage overage from the Equal Pay plan of $478.90.On 1-18-17, a new Time Payment plan (no Equal Pay this time) was set up on the accountThe totalaccount balance was $and, after a $down payment to start the plan, the remaining$was divided into Time Payment installments of $to be added on top of the current billeach monthWe have not received a payment on the account since starting this new Time PaymentplanThe current amount due is $by 3-27-17.The cost for energy usage alone (no installments included) on this account has consistently remainedbetween about $and $a month since the middle of I understand you may not useelectric heat, heating mainly with wood insteadIt may be beneficial to have one of our Field CheckRepresentatives visit your home to perform what we call a High Bill WalkthroughThese technicians arevery skilled at locating problems such as well, pond or hot tub/pool pumps and water heaters that arenot operating properlyMalfunctioning appliances can contribute significantly to usage and bills that arehigher than expectedIf you would like to set up a High Bill Walkthrough, please contact our CustomerService Department at 800-542-and request this optionWe would be more than happy to providethis service.Again, thank you for contacting usIf we may assist you further, please call us at the number listedaboveOur business hours are Monday through Friday from 7:00a.mto 7:p.m.Sincerely,PamPGE Customer RelationsPam

August 26,
Service Address: *** ** *** *** *** **, Portland, OR 97219Dear ***:Recently, the Revdex.com forwarded your concerns regarding your final billI appreciate the opportunity to
respond
I reviewed the phone call made on 8/5/in which you closed your accountThe original date given to the representative was 8/10/16, but when he confirmed this would be the date the account would be taken out of your name, you requested to change it to 8/11/I apologize if there was any misunderstanding as to what dates you would be billed for, but we closed your account as of the date you requested, 8/11/Because of this, we are unable to remove the final charges of $from your account.If you have any additional questions, please contact us by phone at 800-542-8818. Our business hours are Monday through Friday from 7:a.mto 7:p.m.Sincerely,Jessica R
Customer Relations

April 14,
Account number: *** *Service address: *** *** *** *** *** ** ***Dear ***:Recently, the Revdex.com forwarded your concerns regarding the Portland General Electric account referenced aboveI appreciate the opportunity to provide additional
informationRegarding the balance on your account, at the time your electrical service was disconnected on January 28, 2016, the total account balance was $1,The minimum payment needed to reconnect the service was $535.00, which was received from an energy assistance agency on Feb8, Of this amount, $was applied to the total account balance, $was applied toward the reconnection fee, and $was applied toward the first of three security deposit installmentsAs part of the reconnection option you selected, service was reconnected without full payment and the remaining balance of $was set up on a three month installment plan
I don’t see that we’ve had the opportunity to speak with you about your account recentlyWe would be happy to discuss the options available to youPlease don’t hesitate to contact us at the number referenced below
We hope you find this information helpfulWe look forward to assisting you furtherPlease contact us at ***Our business hours are Monday through Friday from 7:a.mto 7:p.m

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, *** ***

July 7, 2015 *** *** *** *** *** ***Beaverton, OR 97006 Revdex.com Case ID: ***PGE AccountNumber Ending in: *** * Dear Ms***: Recently, the Revdex.com forwarded yourconcerns regarding the Portland General Electric account
referenced aboveIappreciate the opportunity to reply. I apologize for the frustration this matter has causedyou and have researched your concernsBecause PGE records most of the phonecalls that we receive, we searched our phone records using phone number ***for the timeframe of 10/1/to 12/1/to search for a request to closeyour account on ** *** **Unfortunately, we were unable to locate thisrequestYour account was closed when a new tenant contacted PGE to open an accounteffective as of 12/1/If you believe you may have called from a differentphone number, please let us know and we'll be happy to search our recordsagain Because the account was in your name, we are unable tobill anyone other than youHowever, you may certainly forward the bill to yourapartment complex to request reimbursement for the time frame you indicated youdid not reside there but electricity was being usedIf a copy of the bill isneeded, please contact us at the number below Again, I apologize for the frustration this matter hascausedPlease contact us at *** Monday through Friday, from a.m.to p.mwith any additional phone numbers you may have called from or withany additional questions you may haveWe look forward to assisting youfurther. Sincerely, Cari Customer Relations

Complaint: ***
I am rejecting this response because: Companies like Portend General Electric need to take responsibility for the companies they hire to go door to doorThere is no way PGE, & PUC did not know Green Mountain EnergyWas going door to door bullying customers to buy their electricityThe person going door to door said they were from PGE not Green Mountain EnergyYou should not lie about who you work forI will now make another complaint for Green Mountain Energy’s corrupt business practices
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
While I appreciate your apology for the "miscommunication"However, the "miscommunication" denied me the ability to make an informed decision about the program begin proposedIt also denied me the possibility to prepare for such a large bill
I also appreciate the offer to split the payments however, this simply is not a reasonable option due to the fact that it was an error made by agents representing your company not once, but twice
Sincerely,*** ***

Complaint: ***I am rejecting this response because:I am aware of how the equal pay program works nowAs indicsted in my original complaintThe issue is that none of this was diclosed to me when given the option to participate in the program thus denying me the opertunity to make an appropriate decision for my family and IThis was also STILL not explained to me when I called to close the account.
The diference of should be taken off my bill due to the fact that the full program details where never explained to meI would not have signed up for equal pay had I known this would happen.
Sincerely,*** ***

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,
*** ***

Good morning Revdex.com,
This concern was forwarded to our Nest Program Manager, Will. He has contacted our customer, [redacted], and was able to assist her with the Nest Program. At this time, we believe [redacted] is satisfied with Will's assistance.
Please respond if we need to do...

anything further.
Best,
Pam
PGE Customer Relations Dept.

May 28, 2015 [redacted]Gresham, OR 97030 Revdex.com Complaint ID: [redacted]PGE Account Number Ending in: [redacted]Service Address: [redacted] Gresham, OR 97030 Dear Mr. [redacted]: Recently, the Revdex.com forwarded yourconcerns regarding the...

Portland General Electric account referenced above. Iappreciate the opportunity to reply.  I can understand how this situation could be confusing. Whenan 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 due. Although we understandwhy you paid a reduced amount of $300.00 over the last few months, doing sowithout lowering the Equal Pay amount created a past due balance of $147.25. Additionally, I also see that your electrical usage hasdecreased over the last year, making the monthly Equal Pay amount of $349.60 toohigh, resulting in a credit of approximately $422.14. Our computer system “sees”the billed amount of $349.60 separately from the Equal Pay plan credit, whichis the reason you received the past due notices, which have been canceled. I 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 amount. Please contact us at [redacted], Monday through Friday,from 7 a.m. to 7 p.m. at your earliest convenience.  Again, I apologize for any frustration or confusion thismatter has caused. We look forward to speaking with you in the near future. Sincerely, [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 happen. This 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 $702 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 04/19/16 and 04/20/16, that left me with a CREDIT OF $123.  Anyone can see that does not reflect a total $702!  Oh but wait.... you 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 wait.... if that TPA agreement is stopped, due to the electricity being turned off, you expect the customer to pay off that $70 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 frame. Didn'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 24/7.  You only have customer 7 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 29 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 exist.... or 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 Electric. Enough.... this 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 restored. Not only that, but I was the one who paid the $293 yesterday to have services restored. Therefore, I would like the $93 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 me. 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 me. I made a payment as soon as I was able to. The bill is attached to the body of this email. Thank you for resolving this matter expeditiously.Sincerely, [redacted]

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]

Good morning Mr. [redacted], I'm happy to respond to the concerns you shared with the Revdex.com. I'm sorry for any frustration this matter has caused and appreciate the opportunity to provide additional information. On Aug. 1, your payment of $75.12 was reversed and sent back...

to your bank. We suggest contacting your bank if the credit hasn’t been received. On Aug. 3, your account was rebilled through May 26, the date we were advised the property was sold. The revised bill totaled $48.95 – giving you a credit of $26.17, the amount your account was overcharged. Thank you for your payments totaling $48.95. To confirm, the account is closed and paid in full. Again, I’m sorry for any understandable frustration this matter has caused. Please don’t hesitate to contact us at 800-542-8818, Monday through Friday, 7 a.m. to 7 p.m. with any additional questions you may have. Sincerely, Cari P. PGE Customer Relations

Hello,Copied below is our reply to Mr. [redacted] concerns. We replied to Mr. [redacted] yesterday morning. Thank you,Cari P.Good morning [redacted],Thank you for taking the time to contact us at Portland General Electricregarding your account. I apologize for the frustration this matter has causedand...

appreciate the opportunity to reply. PGE records indicate a closing bill and a final notice were mailed to themailing address on file and five reminder phone calls were made to the phonenumber of [redacted] stating a final balance of $41.70 was due by August 4,2015. When no payment was received, the balance was transferred to [redacted] on September 29, 2015.However, as a courtesy, PGE contacted [redacted] thismorning to retrieve the balance and cease any collection activity.Additionally, any derogatory information that may have been reported by [redacted]will be removed. However, please understand it may take a day or two for [redacted] toremove this account from their records and you may receive additional contactfrom them in the interim. If you have any questions regarding the length oftime it will take to remove this item from your credit report(s) please contact[redacted] at[redacted]A one month extension has been placed on your closed PGE account allowing untilNovember 7, 2015, for the balance of $41.70 to be paid. Please understand ifthe payment is not received by that time, the account balance may be returnedto the collection agency. Payments can be made on PGE's website at [redacted].com, over the phone at[redacted], at a PGE Community Office, or many [redacted] or [redacted]locations. Please use this link to PGE's website for location information:https://www.portlandgeneral.com/contact_us/customer_service_location...⇄ thank you for taking the time to contact us. Please email us at [redacted]@pgn.com or call usat [redacted] Monday through Friday, from 7 a.m. to 7 p.m. with anyadditional questions you may have.Sincerely,Cari P.Customer Relations

Dear [redacted]:
Thank you for taking Portland General Electric’s online survey and contacting the Better BusinessBureau. I appreciate the opportunity to respond.
Our Electronic Billing and Payments Department has verified the $25.65 payment was submitted underyour name to the old account. We have...

reversed the $25.65 payment from the account at NW SpencerSt. and reapplied it to the account listed above. Please 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 $0.00 (zero). The meter will be read again onabout 12-23-16 and the next bill will have a due date of about 1-13-17.
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 us. If we may assist you further, please contact us at 800-542-8818. Ourbusiness hours are Monday through Friday from 7:00 a.m. to 7:00 p.m.
Sincerely,PamPGE Customer Relations