Spoke with customer on 4/6/and advised customer that the bill she received is a? month bill this is why it is highCustomer was advised that I will check with the bankruptcy department to find out why the deposit was not on the current billSpoke with customer again on 4/7/and advised
customer that at this time the bill is correct and the total for her deposit is $562.? Customer was advised that she can be placed on an arrangement for her energy but not the depositA courtesy hold will be placed on the account until 4/at which time customer was advised she needs to contact me to set up a payment arrangement.Customer filed bankruptcy on January 11, but PSE&G did not receive it until 3/16/16.? Customer was advised that the current account was closed? as of 1/11/which is when the bankruptcy was filed.? Customer was advised that the current bill she received was from 1/12/16-3/10/which is a month period? this is why the bill is higher than usualCustomer was also advised that once anyone has a balance charged off through bankruptcy a deposit is automatically assessed to the account and cannot be waived.?
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
Here are the documents that you requested.Please review and forward this to PSE&G
Regards,
*** ***
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair.? The customer made several calls to Customer Service on July 8th to inquire when the parts would be in.? The Customer Service Representatives confirmed that
the parts were not in yet and noted the emergency order to expedite due to a health issue.? However, the Parts Department was not contacted? A Service Supervisor spoke with Mr*** on July 11th and advised that the parts were in.? A Service Technician completed the repair that afternoon A Customer Relations Consultant followwith Mr*** on July 12th to discuss his concern with Customer Service.? He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts.? The Consultant apologized to Mr*** for his inconvenience? Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management.? The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates.? Thank you
CUSTOMER WAS UNHAPPY WITH THE PAYMENT DUE DATE.? THE PAYMENT ARRANGEMENT WAS FOR CUSTOMER TO PAY $BY 11/6/15.? SHE WAS NOT SATISFIED WITH THE? DATE AT? THE TIME.? HOWEVER, SHE PAID $ON 11/16/15.? AN ADDITIONAL $WAS POSTED TO THE ACCOUNT ON 11/30/15; THIS PAYMENT CAME FROM ***.? FURTHERMORE CUSTOMER RECEIVED CREDITS TOTALING? $FROM *** AND *** *** ***? THE ACCOUNT BALANCE IS CURRENTLY $THROUGH 12/2/2015.? ? CUSTOMER HAS RECEIVED ASSISTANCE PAYMENTS SHE WAS ENTITLED TO WHICH SIGNIFICANTLY REDUCED THE BALANCE OWED.? COMPANY CONSIDERS THIS MATTER CLOSED.?
? ? ? This account was established in this customer’s name, *** *** and was finaled/closed with an unpaid balance of $1370.66.? When the balance remained unpaid, the account was forwarded to a collection agencyThis account has been with the collection agency since May
2012.? The customer spoke with a company representative on 4/27/who explained to her that she is responsible for this account in her name.? The company’s investigation does not support customer’s claim of fraud.? PSE&G attempted t reach this customer today by telephone but was unable to do so.? A voicemail message was left for her to return our call.?
Complaint: ***
I am rejecting this response because:I proceeded to schedule the repair, scheduled 6/9/? In the weeks that I was waiting for a response, we had to weigh out our optionsday or after the last technician came, we asked that PSEG also give us a quote to replace the A.Cunit just to see how much more it would cost to get a brand new unit? A technician came and gave us a quote to replace both heating unit and A.Cunit for 11k + with rebates, 9k+We obviously couldn't afford it and seemed other options? When the technician came out today, we were informed that they cannot replace the parts because not all the parts came to in (even though we were already previously informed parts came in and cost was about $946) the tech also stated that they cannot fix the unit at all as they didn't want to "deal with any headaches." He added that they will however, honor the quote for 9k+? Quite convenient for them to all of a sudden say that parts are not all in, yet they will honor a much higher quote?i called PSEG customer service and they stated that they do not have any other quotes or coat of the parts initially ordered in the system and that they only have the quote for 9k+? They then added that a supervisor from parts department will call me to explain the cost.? ? ?
Regards,
*** ***?
Customer receives gas and electric services.? Account recorders confirm both services were interrupted due to non-payment.? Account records further confirm that the customer, or someone other than PSE&G, illegally turned the services on.? ? Company spoke with the customer
today.? Company has waived one of the $reconnection fees billed to the customer.? Customer is satisfied.?
The account in question is in the name of *** *** and has an outstanding balance of $2888.10.? The account was established 12/12/and closed 5/24/2016.? The electric service
was shut off for non-payment on 5/3/16; the gas service remains on.? ? On 5/10/*** *** requested a utility account at this property in her name and stated that *** *** is no longer at the location.? PSE&G spoke directly with Ms*** who stated that she does in fact still reside at the location and she also stated that she could not make a payment because she is out of work.? Ms*** inquired as to the amount needed to restore the service and she was advised $is required.? ? In cases such as this involving an unpaid balance, any person requesting new service is required to provide lease/deed, proof of prior address and ID.? Ms*** has not provided any proof of a prior address.? ? A voicemail message was left for her today, asking that she return our phone call.? She will be advised again that proof of her prior address is needed or payment on the outstanding balance?
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
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
Regards,
*** ***
This account was established as of 12/7/? ? The account was established with estimated gas and electric reads which is company policy, unless the customer requests actual reads.? ? The gas consumption was estimated through 5/19/2016.? However, from the active date through
4/21/the consumption was estimated at “0” ??" the estimated index remained at which means the customer was only billed for the monthly service fee (approximately $5.84) and not for any consumption during this time period.? ? The electric consumption was also estimated through 5/19/2016.? ? From the active date through 8/18/2011, the customer was estimated at zero consumption ??" the estimated index remained at 57846.? During this time period the customer was only billed for the monthly service fee (approximately $2.50.? ? ? ? ? ? Once the actual reads were obtained on 6/20/2016, the account was rebilled; the account balance is $9095.01.? This represents more than five years of consumption/billing at an average of $per month.? ? Customer does not say when the property was sold but it would appear that once it was sold, PSE&G was given access to the meters so that they could be read.? Monthly bills forwarded to the customer during the specific time periods as stated verified for the customer that she was not being billed for gas/electric consumption.? ? Company attempted to reach this customer today but was unable to reach her.? We did leave a voicemail message for the customer, asking her to return our call.? When the customer returns our call we will review the billing with her and also offer to have the meters changed and tested which is company policy.? Company will also extend a long-term payment arrangement to the customer.? Customer was provided with direct contact information to Customer Relations for this matter.? ? ? ?
? Company reviewed customer issue and confirmed the following: ? 10/21/??" customer scheduled a payment for ? $to be processed on 10/30/10/30/??" customer spoke with the customer service representative to ask if she was on automatic payments or if her payments have to be
made manually.? She was advised that she is not on automatic or direct debit payments which means she has to make her payments manually.? 10/30/??" customer contacted company and spoke with a customer service representative to schedule a payment in accordance with a payment arrangement she made.? That payment in the amount of $was processed10/31/??" customer visited the Paterson Customer Service Center and spoke with a representative.? She was advised to have the bank reverse one of the payments? She ? was also advised that, as a courtesy, company would reimburse her for any returned check fees incurred as a result of the double payment ? Company spoke with the customer again today following receipt of her Revdex.com Inquiry.? An apology was extended to the customer for the misunderstanding and break-down in communication.? There was a misunderstanding with the “scheduled payment” vs“direct debit/automatic payment”.? The customer confirmed that the matter has been taken care of; the payments have been reversed.? We also reviewed the current amount due in accordance with her payment agreement.? Customer was also provided with direct contact information for follow-up, if she needs it.? Satisfied.?
Customer established his current account 8/26/17.? ? This is an electric only account.? ? His prior account was on direct debit.? It is company practice to waive a deposit request when/if a customer signs up for direct debit payments.? ? ? ? Company
attempted to reach this customer today.? We did not reach him but we did leave a voicemail message advising him that the deposit request amount is two times the average monthly bill.? We also advised him that if he signs up for direct debit at his current address, we will waive the deposit request.? Customer was advised to call company for additional assistance with this.?
The customer was given a payment arrangement but should not have beenBut the main issue is the returned checksNJ Shares wont pay anything until the customer pays and the amount the customer is offering is insufficientShe must cover the returned checks in fullPSEG is not required to make any kind of arrangements with a customer who give us bad checks
The customer called on 2/20/and received an appointment for the furnace dated the following morningThe customer did not like the appointment and contacted a private contractor to make the repairThe tech arrived within the scheduled appointment timeThe Terms and Conditions of the WorryFree
contract state “all service calls received by PSE&G are handled in order of receipt of request…There is no reimbursement for covered repairs provided by parties other than PSE&G.” The Appliance Sr Service Supervisor contacted the customer and resolved the complaint
Customer Relations spoke to Ms*** on 5/15/17.? Review of the account indicates the billing dispute has been resolved.? The customer confirmed same.? She should be receiving a revised bill in the coming days.? The billing dispute was due to a high bill received for electric
and gas usage.There may have been an issue with the meter reading recorded in April 2017, even though both are listed as actual readings.? The index was adjusted for both meters and the customer will received a revised bill for $723,91,m which includes a $deposit.? The $usage represents re-billing from the start of the account in February, so its a multi month bill.? The customer's gas and electric meters were also changed to further address her high bill inquiry.? I provided the customer with my direct contact information and instructed her to call me if she had any further questions or concerns.? The customer was satisfied.? Her account is noted
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I discussed with the PSE&G representative, I explained that never I paid with checks, only with my debit card? Also I advised her that I had no idea that my bank debit card was temporary for a month? At the moment when I proceed with the payment, the card was active? ?
Regards,
*** ***
This customer is supplied both gas and electric utility services by PSE&G; however, the meters were being billed on two separate accounts.? On 2/14/customer contacted company and requested the meters be combined on one account number.? This was completed using an effective date of
12/29/16.? Customer had already been billed for 12/and 1/for a total of $which was credited to gas account and debited to the new combined account.? ? Customer’s payment of $was credited to the (now closed) gas account and resulted in a $credit.? When an account is closed, it is company policy to hold any refunds for sixty days to ensure that all charges have been satisfied, before releasing the refund.? ? ? ? ? The refund check will be processed today and forwarded to the customer.? We left a voicemail message for the customer today, confirming this information.?
Complaint: ***
I am rejecting this response because:
My air conditioner was broken, which the apartment complex fail to fix and I rarely used the major appliances(dishwasher and washer and dryer) in the apartment.My phone is in working conditionI did not receive any calls from them nor did they leave a message
Regards,
*** ***
Chandra L*** of Customer Relations spoke to the customer on 8/31/15.? *** *** advised that for some reason her mail address reverted back to an old address, even though she had been receiving her bills at the right address for some time.? She was frustrated that no one could explain
what happened or why the change happened all of a sudden.? Customer never requested the address be changed.? I apologized for any inconvenience or frustrationI will work with our Customer Service and IT Dept to investigate and determine what caused the change so we can ensure it does not happen again.? Will also mail copies of customer's May - August bills that she never got.? Customer is satisfied and also has my direct contact information
Spoke with customer on 4/6/and advised customer that the bill she received is a? month bill this is why it is highCustomer was advised that I will check with the bankruptcy department to find out why the deposit was not on the current billSpoke with customer again on 4/7/and advised
customer that at this time the bill is correct and the total for her deposit is $562.? Customer was advised that she can be placed on an arrangement for her energy but not the depositA courtesy hold will be placed on the account until 4/at which time customer was advised she needs to contact me to set up a payment arrangement.Customer filed bankruptcy on January 11, but PSE&G did not receive it until 3/16/16.? Customer was advised that the current account was closed? as of 1/11/which is when the bankruptcy was filed.? Customer was advised that the current bill she received was from 1/12/16-3/10/which is a month period? this is why the bill is higher than usualCustomer was also advised that once anyone has a balance charged off through bankruptcy a deposit is automatically assessed to the account and cannot be waived.?
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
Here are the documents that you requested.Please review and forward this to PSE&G
Regards,
*** ***
A Technician went to Mr***’s residence on July 7th and determined that parts had to be ordered for the air conditioner repair.? The customer made several calls to Customer Service on July 8th to inquire when the parts would be in.? The Customer Service Representatives confirmed that
the parts were not in yet and noted the emergency order to expedite due to a health issue.? However, the Parts Department was not contacted? A Service Supervisor spoke with Mr*** on July 11th and advised that the parts were in.? A Service Technician completed the repair that afternoon A Customer Relations Consultant followwith Mr*** on July 12th to discuss his concern with Customer Service.? He is frustrated because the Customer Service Representatives could not provide better information regarding the status of the parts.? The Consultant apologized to Mr*** for his inconvenience? Mr***’s concern with communication between the Customer Service Department and Parts Department has been escalated to Management.? The communication process is currently being reviewed with the goal of improving the information available to Customer Service Representatives when customers call for updates.? Thank you
CUSTOMER WAS UNHAPPY WITH THE PAYMENT DUE DATE.? THE PAYMENT ARRANGEMENT WAS FOR CUSTOMER TO PAY $BY 11/6/15.? SHE WAS NOT SATISFIED WITH THE? DATE AT? THE TIME.? HOWEVER, SHE PAID $ON 11/16/15.? AN ADDITIONAL $WAS POSTED TO THE ACCOUNT ON 11/30/15; THIS PAYMENT CAME FROM ***.? FURTHERMORE CUSTOMER RECEIVED CREDITS TOTALING? $FROM *** AND *** *** ***? THE ACCOUNT BALANCE IS CURRENTLY $THROUGH 12/2/2015.? ? CUSTOMER HAS RECEIVED ASSISTANCE PAYMENTS SHE WAS ENTITLED TO WHICH SIGNIFICANTLY REDUCED THE BALANCE OWED.? COMPANY CONSIDERS THIS MATTER CLOSED.?
? ? ? This account was established in this customer’s name, *** *** and was finaled/closed with an unpaid balance of $1370.66.? When the balance remained unpaid, the account was forwarded to a collection agencyThis account has been with the collection agency since May
2012.? The customer spoke with a company representative on 4/27/who explained to her that she is responsible for this account in her name.? The company’s investigation does not support customer’s claim of fraud.? PSE&G attempted t reach this customer today by telephone but was unable to do so.? A voicemail message was left for her to return our call.?
Complaint: ***
I am rejecting this response because:I proceeded to schedule the repair, scheduled 6/9/? In the weeks that I was waiting for a response, we had to weigh out our optionsday or after the last technician came, we asked that PSEG also give us a quote to replace the A.Cunit just to see how much more it would cost to get a brand new unit? A technician came and gave us a quote to replace both heating unit and A.Cunit for 11k + with rebates, 9k+We obviously couldn't afford it and seemed other options? When the technician came out today, we were informed that they cannot replace the parts because not all the parts came to in (even though we were already previously informed parts came in and cost was about $946) the tech also stated that they cannot fix the unit at all as they didn't want to "deal with any headaches." He added that they will however, honor the quote for 9k+? Quite convenient for them to all of a sudden say that parts are not all in, yet they will honor a much higher quote?i called PSEG customer service and they stated that they do not have any other quotes or coat of the parts initially ordered in the system and that they only have the quote for 9k+? They then added that a supervisor from parts department will call me to explain the cost.? ? ?
Regards,
*** ***?
Customer receives gas and electric services.? Account recorders confirm both services were interrupted due to non-payment.? Account records further confirm that the customer, or someone other than PSE&G, illegally turned the services on.? ? Company spoke with the customer
today.? Company has waived one of the $reconnection fees billed to the customer.? Customer is satisfied.?
The account in question is in the name of *** *** and has an outstanding balance of $2888.10.? The account was established 12/12/and closed 5/24/2016.? The electric service
was shut off for non-payment on 5/3/16; the gas service remains on.? ? On 5/10/*** *** requested a utility account at this property in her name and stated that *** *** is no longer at the location.? PSE&G spoke directly with Ms*** who stated that she does in fact still reside at the location and she also stated that she could not make a payment because she is out of work.? Ms*** inquired as to the amount needed to restore the service and she was advised $is required.? ? In cases such as this involving an unpaid balance, any person requesting new service is required to provide lease/deed, proof of prior address and ID.? Ms*** has not provided any proof of a prior address.? ? A voicemail message was left for her today, asking that she return our phone call.? She will be advised again that proof of her prior address is needed or payment on the outstanding balance?
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
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
Regards,
*** ***
This account was established as of 12/7/? ? The account was established with estimated gas and electric reads which is company policy, unless the customer requests actual reads.? ? The gas consumption was estimated through 5/19/2016.? However, from the active date through
4/21/the consumption was estimated at “0” ??" the estimated index remained at which means the customer was only billed for the monthly service fee (approximately $5.84) and not for any consumption during this time period.? ? The electric consumption was also estimated through 5/19/2016.? ? From the active date through 8/18/2011, the customer was estimated at zero consumption ??" the estimated index remained at 57846.? During this time period the customer was only billed for the monthly service fee (approximately $2.50.? ? ? ? ? ? Once the actual reads were obtained on 6/20/2016, the account was rebilled; the account balance is $9095.01.? This represents more than five years of consumption/billing at an average of $per month.? ? Customer does not say when the property was sold but it would appear that once it was sold, PSE&G was given access to the meters so that they could be read.? Monthly bills forwarded to the customer during the specific time periods as stated verified for the customer that she was not being billed for gas/electric consumption.? ? Company attempted to reach this customer today but was unable to reach her.? We did leave a voicemail message for the customer, asking her to return our call.? When the customer returns our call we will review the billing with her and also offer to have the meters changed and tested which is company policy.? Company will also extend a long-term payment arrangement to the customer.? Customer was provided with direct contact information to Customer Relations for this matter.? ? ? ?
? Company reviewed customer issue and confirmed the following: ? 10/21/??" customer scheduled a payment for ? $to be processed on 10/30/10/30/??" customer spoke with the customer service representative to ask if she was on automatic payments or if her payments have to be
made manually.? She was advised that she is not on automatic or direct debit payments which means she has to make her payments manually.? 10/30/??" customer contacted company and spoke with a customer service representative to schedule a payment in accordance with a payment arrangement she made.? That payment in the amount of $was processed10/31/??" customer visited the Paterson Customer Service Center and spoke with a representative.? She was advised to have the bank reverse one of the payments? She ? was also advised that, as a courtesy, company would reimburse her for any returned check fees incurred as a result of the double payment ? Company spoke with the customer again today following receipt of her Revdex.com Inquiry.? An apology was extended to the customer for the misunderstanding and break-down in communication.? There was a misunderstanding with the “scheduled payment” vs“direct debit/automatic payment”.? The customer confirmed that the matter has been taken care of; the payments have been reversed.? We also reviewed the current amount due in accordance with her payment agreement.? Customer was also provided with direct contact information for follow-up, if she needs it.? Satisfied.?
Customer established his current account 8/26/17.? ? This is an electric only account.? ? His prior account was on direct debit.? It is company practice to waive a deposit request when/if a customer signs up for direct debit payments.? ? ? ? Company
attempted to reach this customer today.? We did not reach him but we did leave a voicemail message advising him that the deposit request amount is two times the average monthly bill.? We also advised him that if he signs up for direct debit at his current address, we will waive the deposit request.? Customer was advised to call company for additional assistance with this.?
The customer was given a payment arrangement but should not have beenBut the main issue is the returned checksNJ Shares wont pay anything until the customer pays and the amount the customer is offering is insufficientShe must cover the returned checks in fullPSEG is not required to make any kind of arrangements with a customer who give us bad checks
The customer called on 2/20/and received an appointment for the furnace dated the following morningThe customer did not like the appointment and contacted a private contractor to make the repairThe tech arrived within the scheduled appointment timeThe Terms and Conditions of the WorryFree
contract state “all service calls received by PSE&G are handled in order of receipt of request…There is no reimbursement for covered repairs provided by parties other than PSE&G.” The Appliance Sr Service Supervisor contacted the customer and resolved the complaint
Customer Relations spoke to Ms*** on 5/15/17.? Review of the account indicates the billing dispute has been resolved.? The customer confirmed same.? She should be receiving a revised bill in the coming days.? The billing dispute was due to a high bill received for electric
and gas usage.There may have been an issue with the meter reading recorded in April 2017, even though both are listed as actual readings.? The index was adjusted for both meters and the customer will received a revised bill for $723,91,m which includes a $deposit.? The $usage represents re-billing from the start of the account in February, so its a multi month bill.? The customer's gas and electric meters were also changed to further address her high bill inquiry.? I provided the customer with my direct contact information and instructed her to call me if she had any further questions or concerns.? The customer was satisfied.? Her account is noted
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I discussed with the PSE&G representative, I explained that never I paid with checks, only with my debit card? Also I advised her that I had no idea that my bank debit card was temporary for a month? At the moment when I proceed with the payment, the card was active? ?
Regards,
*** ***
This customer is supplied both gas and electric utility services by PSE&G; however, the meters were being billed on two separate accounts.? On 2/14/customer contacted company and requested the meters be combined on one account number.? This was completed using an effective date of
12/29/16.? Customer had already been billed for 12/and 1/for a total of $which was credited to gas account and debited to the new combined account.? ? Customer’s payment of $was credited to the (now closed) gas account and resulted in a $credit.? When an account is closed, it is company policy to hold any refunds for sixty days to ensure that all charges have been satisfied, before releasing the refund.? ? ? ? ? The refund check will be processed today and forwarded to the customer.? We left a voicemail message for the customer today, confirming this information.?
Complaint: ***
I am rejecting this response because:
My air conditioner was broken, which the apartment complex fail to fix and I rarely used the major appliances(dishwasher and washer and dryer) in the apartment.My phone is in working conditionI did not receive any calls from them nor did they leave a message
Regards,
*** ***
Chandra L*** of Customer Relations spoke to the customer on 8/31/15.? *** *** advised that for some reason her mail address reverted back to an old address, even though she had been receiving her bills at the right address for some time.? She was frustrated that no one could explain
what happened or why the change happened all of a sudden.? Customer never requested the address be changed.? I apologized for any inconvenience or frustrationI will work with our Customer Service and IT Dept to investigate and determine what caused the change so we can ensure it does not happen again.? Will also mail copies of customer's May - August bills that she never got.? Customer is satisfied and also has my direct contact information