Portland General Electric Company

Dear Mr. [redacted], The Revdex.com forwarded your concerns regarding a PGE contractor that visited your home. I 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 experienced. Under 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 management. Your name and address were placed on a Do Not Contact list to prevent you from receiving future communication. Thank you for taking the time to share your thoughts and concerns. If you have any additional questions please don’t hesitate to contact us at 800-542-8818, Monday through Friday, 7 a.m. to 7 p.m. Sincerely, Cari PGE Customer Relations

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

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 $25 CREDIT???????  also what a dumb answer the numbers in the area are similar DUH THEY ARE SEQUENTIAL  THEY WILL ALWAYS BE CLOSE. THAT IS NOT AN EXCUSE!!! MY HUSBAND JUST CAME HOME FROM THE HOSPITAL FROM A HEART ATTACK!!!!! ANYTHING COULD HAVE HAPPENED. NO I WANT THIS TO REMAIN SO EVERYONE CAN SEE WHAT THEY DID TO US AD IT WAS MORE THAN 10 MINUTES IT WAS OFF BECAUSE I WAS SPEAKING WITH THE POLICE FOR OVER 20 MINUTES. (I Checked my watch) PGE JUST LIED AND I WILL TAKE THIS TO COURT.... BUT I WANT THIS COMPLAINT TO REMAIN ON THE RECORDS I WILL NOT REMOVE THIS. I WAS TOLD I HAD THAT RIGHT. AND I CHOOSE TO USE IT. [redacted]

Dear [redacted]: I am happy to explain in more detail the reason how your account balance has grown. I apologize if our first response was unclear. On 12/8/2015, your account balance was $389.49. As you requested, a Levelized Time Payment Agreement (TPA) was established. You selected a down payment of $80.00, financing a remaining amount of $309.49, which was divided into 11 installments of $28.14 each. (Please note, the monthly installment is not a fee; it is a percentage of the account balance.)
The representative indicated an installment of $28.14 would be added to each of the next 11 billing statements in addition to the monthly Equal Pay amount of $72.00, totaling a monthly amount due of $100.14. 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 balance. You may view this information from your monthly bills, on PGE’s website, or on the itemization we mailed.
-Between October 2015 and March 2016, PGE received one payment.
-On 1/7/2016, we billed an amount due of $180.14 ($100.14 monthly payment + $80.00 down payment). Usage was $156.21; the account balance was $545.70.
-On 2/5/2016, we billed an amount due of $280.28 ($100.14 monthly payment + $180.14 balance forward). Usage was $121.79; the account balance was $667.49.
-On 2/18/2016, we received your payment of $181.00.
-On 3/7/2016, we billed an amount due of $199.42 ($100.14 monthly payment + $99.28 balance forward). Usage was $100.85; the account balance was $587.34.
-On 4/5/2016, we billed an amount due of $301.29 ($100.14 monthly payment + $1.73 Late Payment Charge + $199.42 balance forward). Usage was $112.00; the account balance was $699.34. *This bill read disconnection pending*
-Late payment charges of $3.48 increased the account balance to $702.82.
Beginning April 5 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 notices. Because 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 area. To get in contact with these agencies, please dial 2-1-1 and select the option for energy assistance. You can also visit them online at 211info.org/energy.
If you have any additional questions, please contact us by phone at 800-542-8818. Our business hours are Monday through Friday from 7:00 a.m. to 7:00 p.m.
Sincerely,
Jessica
Customer Relations

Dear [redacted]: Recently, the Revdex.com forwarded your concerns regarding your recent payment. I have reviewed your account and am happy to provide additional assistance to you today. BillMatrix records show your payment of $200.00 was made at approximately 7:29 p.m. on 4/19/16. In...

each disconnection notice sent by PGE, it is stated that confirmation of payment for the balance of $199.42 is required before 7:00 p.m. on 4/19/16. Please note, this timeframe provided 19 business days of grace period beyond your regular due date for this balance. Because 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 notice. In this message, it is also stated that your payment will post to your PGE account in 1-3 business days which is why the payment shows in our system as received on 4/20/16.
PGE records show your total account balance at the time service was disconnected on 4/20/16 was $702.82. The option chosen for reconnection required a minimum payment of $424.41 which included half of your total balance, a reconnection charge of $30.00, as well as the first of three $43.00 deposit installments. This option allowed service to be reconnected without full payment, but required the remaining balance of $351.41 to be set up on a 3 month payment plan. You are not being charged additional fees for this payment plan nor are you being charged for usage that has not occurred. We apologize you felt this was not made clear to you when you called. In 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 account. I have uploaded a copy of this itemization here.
I am happy to submit all the feedback you have provided regarding our payment and disconnection process. This feedback is compiled into a report that is reviewed by our senior management team and changes are often made based on customer suggestions. Providing outstanding customer service is a top priority at PGE, and, again, we apologize that this is not how you felt. If you have any additional questions or concerns, please don’t hesitate to reply to this message or contact us by phone at 800-542-8818. Our business hours are Monday through Friday from 7:00 a.m. to 7:00 p.m.Sincerely,Jessica R.Customer Relations

June 2, 2015 [redacted]Gladstone, OR 97027 Revdex.com Complaint ID: [redacted]PGE Account Number Ending In: [redacted]Service Address: [redacted], Gladstone, OR 97027 Dear Ms. [redacted]: Recently, the Revdex.com forwarded yourconcerns regarding the...

Portland General Electric account referenced above. Iappreciate the opportunity to provide additional information. I sincerely apologize for the inconvenience and concernyou and your family recently experience when your electricity was interruptedon April 16, 2015. I understand why this is frustrating and have researchedthis matter further.  Because the house numbers in your area are very similar,the field representatives believed they were at the correct house. However, aswe now know, they were not at the correct residence, which resulted in themistaken disconnection of your service. Although our records indicate yourpower was off for approximately 10 minutes, we understand this is inconvenientand frustrating. A courtesy credit in the amount of $25.00 has been requestedand will be applied toward your PGE account within the next two weeks.  Also, please know the field representatives contactedtheir management staff to let them know of their error. This has resulted in achange in our procedures and how field representatives confirm they are at thecorrect home.  Again, I sincerely apologize for this mistake and thankyou for taking the time to share your concerns with us. Providing outstandingcustomer service is a top priority at PGE and we regret this was not your experiencein this instance. If you have any additional questions or concerns, please don’thesitate to contact us at [redacted]@pgn.comor call us at [redacted] Monday through Friday, from     7 a.m. to 7 p.m. Sincerely,[redacted]Customer Relations

Good afternoon [redacted],I understand your concerns. I sincerely apologize, but we're unable to discuss the account with anyone but the customer of record. Another option is for the account holder to call and give us permission to speak with you about their account. We can be reached at 800-542-8818, Monday through Friday, 7 a.m. to 7 p.m.Please know our privacy policies are in place to protect our customers and is certainly not intended to cause inconvenience or frustration. We look forward to speaking with you both.Sincerely,Cari PGE Customer Relations

Account Number:  [redacted]
Service Address:  [redacted] Portland, OR 97230
 
Dear [redacted] and [redacted]:
 
Thank you for your response to Portland General Electric via the Revdex.com about the account listed above. I appreciate the opportunity to respond.
 
I apologize for any miscommunication that may have occurred when you initially signed up for Equal Pay. Unfortunately, we are unable to waive charges for services that have been used. The total account balance is visible on the bill for all customers, regardless of what billing plan they may be on.
 
Again, we understand that any bill can be difficult to manage and can split the final balance of $116.66 into a few payments, if desired. If you would like to set up a payment arrangement on this balance, please contact us at [redacted] Our business hours are Monday through Friday from 7:00 a.m. to 7:00 p.m.
 
If we may assist you further, please contact us at the number listed above.
 
Sincerely,
 
Pam
PGE Customer Relations

Dear [redacted]:Thank you for contacting Portland General Electric via the Revdex.com regarding the accountlisted above. I appreciate the opportunity to reply.On behalf of PGE, I sincerely apologize for the mistakes related to the account listed above. This accounthas been closed and the...

balance removed and you will not be held responsible for any bill generatedthere. As of today, I can verify the only PGE accounts currently in your name, or with your cr of [redacted], are at the address of [redacted] in Portland.At PGE, our goal is to achieve first call resolution for our customers and we clearly missed that mark inthis case. As a token of our regret for the time and effort it has taken you to bring this to our attentionand get the matter corrected, we are sending a courtesy check in the amount of $100.00. As this will bea paper check and not an account credit, it may take a few weeks processing time to reach you.Please feel free to contact us if you have any questions or we may assist you further. You can reachCustomer Service at 800-542-8818, Monday through Friday from 7:00 a.m. to 7:00 p.m.PamPGE Customer RelationsPlease view the letter to our customer (attached above).