A Customer Relations Coordinator spoke to *** *** on 5/26/16.? He was advised we could offer him a month payment arrangement.? However, we would have to take him off the Equal Payment Plan he was currently on.? Because his account is delinquent, he is no longer eligible for the
Equal Payment Plan.? Once the account is current again, he can elect to sign back up for it if he chooses.? After reviewing the account further, *** *** was advised we could accept $by 6/10/and will set up an month payment arrangement on the remaining balance, starting with the next bill.? *** *** was satisfied with the outcome and resolution.? He was also given a direct phone number to follow up if he has any further questions or concerns.? The account is noted as well
I previously contacted you guys, I got a call from pseg my situation is this I'm in the basement of the house, the representative stated she needs a copy of my kids medical records, I told her it should have been faxed over, however I'm undergoing adverse financial issues, she stated that her notes are in the system, she also stated there are no guarantees to secure services without payment, we spoke about a payment arrangement, but to be honest I'm working on coming up with the money so if I could have a little more time to allow that that would be greatly appreciated I cannot be without light or heat at no point in time especially in the winter on the coldest days of the year, temperature ranging fromdegrees etc and lower.Need more time to come up with money
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage.? The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date
? This is an electric only account with electric heat.? The account was estimated 12/through 3/2018.? When an actual read was obtained in 4/customer was billed $for additional consumption.? The account was under-estimated; when the actual read was obtained,
customer was billed for consumption, not included in the estimated bills.? ? Customer’s 4/bill is in the amount of $502.64, based on the actual read.? Company spoke with the customer and reviewed the time period and billing in question.? For the time period of December through early January the northeast experienced record breaking cold weather and for a record setting number of consecutive days.? This caused heating bills to increase significantly.? This was all reviewed with the customerCustomer also requested information as to how he has been billed.? An account statement will be forwarded to him today.? ? ? ? ? ? ?
[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 the resolution suggested is satisfactory to me
However, I would have to wait and see that the resolution goes through as promised
Regards,
*** ***
Complaint: ***
I am rejecting this response because:On 3/6/I gave the call back to the voicemail left after returned to USNo respond so farThen on 3/12/I reached out to customer relations department by email to raise the concern again if anyone can come over to check the meterOn 3/14/the response was that it was difficult for them to determine when we were away when the usage may have been applied, plus the bill was not high at allThe meaning behind it was why I contacts when the bill was only $40+I explained that it did not matter the absolute amount but the relative amount compared to the last year's usage, can I get someone here to take a quick lookThen on 3/16/18, customer relations replied that they could not change the meter since it has been changed last year and asked me to take a photo of the meterThat was not what I was asking for in any sense, since I was asking to a quick check and customer service talked about changing the meterEventually the issue still was not resolved
Regards,
*** ***?
An Appliance Repair supervisor contacted the customer to discuss the issue with the refrigerator repair.? The part needed to repair is obsolete, but the company was able to get a 'repair' kit from the manufacturer ***,, using the part# provided by the customer (after they contacted
***).? The customer was contacted and a technician arrived on 10/to install the part, but it ended up being the wrong part.? The company will attempt to repair with a different service kit as a final option to repair the refrigerator.? The kit should arrive within in a few days and the company will return to install.? The customer also has the name and phone number for the supervisor as well
Company reviewed this case.? The customer was contacted and advised that the account will be retrieved/removed from the collection agency.? The customer will not have to deal with this issue again.? Customer understands and is satisfied.?
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges? and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review
of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments? to cover full cost of furnace repair charges.? Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
Account was opened March Since then customer has made payments totaling $all but $were returnedLast shut off notice states payment of $is due immediately and an additional $due by 10/customer very argumentative claiming reps told her payment not due until 10/and
claiming we have refused to accept NJ Shares paymentNotes on acct state not eligible for NJ SharesADV cust no guarantee of service until $pd Acct is in field for SONP
Customer Relations contacted the customer on 10/and left a message with our contact information requesting the customer call to discuss account.? Balance is $276.42, with a due date of 10/26.? The meter is scheduled to be read on 11/4, and Collections rep advised payment must be
received by that date, as per policy/process.? However, since customer states will be paying the balance in full on 11/10, will grant the extension.? However, if we are giving the extension, then the customer must pay the $PLUS the current charges from the 11/meter reading.? Customer Relations will discuss all with the customer when the call is returned.? The account is noted as well
? ? As previously stated, this customer established her account 9/25/and closed it 9/28/2016.? The customer signed up for the Equal Payment Plain on 1/23/and was billed per original response.? ? This was an electric only account with electric heat.? Customer resided at this location? during the 2015/winter and heating season.? The billing was based on actual reads.? Review of the records during the time the account was active shows customer did not call with any high bill concerns until after the account was closed.? Each monthly bill provided the EPP amount billed as well as the customer’s actual bill based on the consumption.? ? Company’s position is that the bill is correct as is and the telephone number provided continues to be non-working.? Company? dialed the contact number four times today and each time the phone rings once and then goes directly? into a fast busy signal.? Customer should contact this office, Customer Relations, directly at ###-###-#### to discuss this since we are unable to contact her at? number provided.? ?
An Appliance Repair Supervisor contacted the customer to discuss her concerns regarding the dishwasher.? He advised that PSE&G would cover the repairs under her Worryfree contract as long as it involved covered parts (per the Terms and Conditions of the contract) and offered to send another
technician to diagnose the dishwasher again.? The appointment was scheduled for 4/5/between 4pm -8pm.? The customer was satisfied with the company's response to her concern
On June 20th, PSE&G gave the response below to the BPU: PSE&G does not have any electric facilities attached to pole? ***, which is on the customer’s property? *** and Cable need to transfer wires and remove the remainder of the pole? The customer has been so
informed.Thank you.?
? This account is in the name of *** ***.? The account was finaled on 10/5/with an outstanding balance of $1211.22.? ? This account was for both gas and electric services.? The billing is based on both actual reads and estimated reads.? This information is
noted on the account each month.? When the account was finaled on 10/5/2016, it was based on an actual gas read and an estimated electric read.? The last payment on the account was $on 10/3/2016.? Prior to this date the last payment was $on 6/10/2016.? ? To change the name on this account, company requires a copy of a death certificate.? Once this is produced the name can be changed.? ? Company attempted to speak with Mr*** at the number provided but was unable to reach him.? A voice mail message was left for him to return our call to discuss this matter further.?
Customer Relations spoke to Ms*** on 3/4/16.? She confirmed that the required payment of $was made and a deferred payment arrangement was made.? However, the rep neglected to issue the reconnection order.? I apologized for the inconvenience and issued the reconnection
order.? In the interest of customer relations, I also waived the $reconnection fee.? The customer was satisfied and she also has my direct contact information in case she has any further questions or concerns
This account was rebilledThe prior bill was cancelled and rebilled.? The final balance on this account is $3.31.? The bill has been forwarded to the customer.?
Customer was correct that November balance was $but is not including the December charges of $which, after Universal Service Fund (USF) assistance credit of $brought the balance to $The $payment posted after the December bill was issuedJanuary charges were $
bringing the balance to $The $payment brought the current balance to $Customers USF assistance credit expired on 1/customer needs to reapplyA voice mail message was left for the customer 1/2:pm explaining the above and leaving my contact # for questions? See attached spreadsheet
A Customer Relations Coordinator spoke to *** *** on 5/26/16.? He was advised we could offer him a month payment arrangement.? However, we would have to take him off the Equal Payment Plan he was currently on.? Because his account is delinquent, he is no longer eligible for the
Equal Payment Plan.? Once the account is current again, he can elect to sign back up for it if he chooses.? After reviewing the account further, *** *** was advised we could accept $by 6/10/and will set up an month payment arrangement on the remaining balance, starting with the next bill.? *** *** was satisfied with the outcome and resolution.? He was also given a direct phone number to follow up if he has any further questions or concerns.? The account is noted as well
Complaint: ***
I am rejecting this response because the statement is inaccurate? See attachment
Regards,
*** ***
I previously contacted you guys, I got a call from pseg my situation is this I'm in the basement of the house, the representative stated she needs a copy of my kids medical records, I told her it should have been faxed over, however I'm undergoing adverse financial issues, she stated that her notes are in the system, she also stated there are no guarantees to secure services without payment, we spoke about a payment arrangement, but to be honest I'm working on coming up with the money so if I could have a little more time to allow that that would be greatly appreciated I cannot be without light or heat at no point in time especially in the winter on the coldest days of the year, temperature ranging fromdegrees etc and lower.Need more time to come up with money
As explained to the customer if the landlord does not provide access to the meters, the company must estimate the usage.? The customers meter was read on October 6, 2015; the customers usage is billed correctly as of this date
? This is an electric only account with electric heat.? The account was estimated 12/through 3/2018.? When an actual read was obtained in 4/customer was billed $for additional consumption.? The account was under-estimated; when the actual read was obtained,
customer was billed for consumption, not included in the estimated bills.? ? Customer’s 4/bill is in the amount of $502.64, based on the actual read.? Company spoke with the customer and reviewed the time period and billing in question.? For the time period of December through early January the northeast experienced record breaking cold weather and for a record setting number of consecutive days.? This caused heating bills to increase significantly.? This was all reviewed with the customerCustomer also requested information as to how he has been billed.? An account statement will be forwarded to him today.? ? ? ? ? ? ?
[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 the resolution suggested is satisfactory to me
However, I would have to wait and see that the resolution goes through as promised
Regards,
*** ***
Complaint: ***
I am rejecting this response because:On 3/6/I gave the call back to the voicemail left after returned to USNo respond so farThen on 3/12/I reached out to customer relations department by email to raise the concern again if anyone can come over to check the meterOn 3/14/the response was that it was difficult for them to determine when we were away when the usage may have been applied, plus the bill was not high at allThe meaning behind it was why I contacts when the bill was only $40+I explained that it did not matter the absolute amount but the relative amount compared to the last year's usage, can I get someone here to take a quick lookThen on 3/16/18, customer relations replied that they could not change the meter since it has been changed last year and asked me to take a photo of the meterThat was not what I was asking for in any sense, since I was asking to a quick check and customer service talked about changing the meterEventually the issue still was not resolved
Regards,
*** ***?
An Appliance Repair supervisor contacted the customer to discuss the issue with the refrigerator repair.? The part needed to repair is obsolete, but the company was able to get a 'repair' kit from the manufacturer ***,, using the part# provided by the customer (after they contacted
***).? The customer was contacted and a technician arrived on 10/to install the part, but it ended up being the wrong part.? The company will attempt to repair with a different service kit as a final option to repair the refrigerator.? The kit should arrive within in a few days and the company will return to install.? The customer also has the name and phone number for the supervisor as well
Company reviewed this case.? The customer was contacted and advised that the account will be retrieved/removed from the collection agency.? The customer will not have to deal with this issue again.? Customer understands and is satisfied.?
At the customer's request to service the furnace for no heat, tech replaced parts on 2/17/and 3/10/The customer had no contracts, authorized the charges? and her account was charged $and $These charges appeared on the February $and March $120, (2016) BillsA review
of the customer's account shows past due reminders on June, July, August, September, October billsShut off notices on Jan, Feb, March, April, May June billsOngoing balancePayments are applied to energy charges firstThere wasn't enough payments? to cover full cost of furnace repair charges.? Since the furnace repair charges were not paid in full, the remainder was transferred to another account for collectionI spoke with the customerThis is a tenant/landlord issue
Account was opened March Since then customer has made payments totaling $all but $were returnedLast shut off notice states payment of $is due immediately and an additional $due by 10/customer very argumentative claiming reps told her payment not due until 10/and
claiming we have refused to accept NJ Shares paymentNotes on acct state not eligible for NJ SharesADV cust no guarantee of service until $pd Acct is in field for SONP
Customer Relations contacted the customer on 10/and left a message with our contact information requesting the customer call to discuss account.? Balance is $276.42, with a due date of 10/26.? The meter is scheduled to be read on 11/4, and Collections rep advised payment must be
received by that date, as per policy/process.? However, since customer states will be paying the balance in full on 11/10, will grant the extension.? However, if we are giving the extension, then the customer must pay the $PLUS the current charges from the 11/meter reading.? Customer Relations will discuss all with the customer when the call is returned.? The account is noted as well
? ? As previously stated, this customer established her account 9/25/and closed it 9/28/2016.? The customer signed up for the Equal Payment Plain on 1/23/and was billed per original response.? ? This was an electric only account with electric heat.? Customer resided at this location? during the 2015/winter and heating season.? The billing was based on actual reads.? Review of the records during the time the account was active shows customer did not call with any high bill concerns until after the account was closed.? Each monthly bill provided the EPP amount billed as well as the customer’s actual bill based on the consumption.? ? Company’s position is that the bill is correct as is and the telephone number provided continues to be non-working.? Company? dialed the contact number four times today and each time the phone rings once and then goes directly? into a fast busy signal.? Customer should contact this office, Customer Relations, directly at ###-###-#### to discuss this since we are unable to contact her at? number provided.? ?
An Appliance Repair Supervisor contacted the customer to discuss her concerns regarding the dishwasher.? He advised that PSE&G would cover the repairs under her Worryfree contract as long as it involved covered parts (per the Terms and Conditions of the contract) and offered to send another
technician to diagnose the dishwasher again.? The appointment was scheduled for 4/5/between 4pm -8pm.? The customer was satisfied with the company's response to her concern
Spoke with the ownerStreet work was necessary to turn on the gas serviceThe gas service was turned on
On June 20th, PSE&G gave the response below to the BPU: PSE&G does not have any electric facilities attached to pole? ***, which is on the customer’s property? *** and Cable need to transfer wires and remove the remainder of the pole? The customer has been so
informed.Thank you.?
? This account is in the name of *** ***.? The account was finaled on 10/5/with an outstanding balance of $1211.22.? ? This account was for both gas and electric services.? The billing is based on both actual reads and estimated reads.? This information is
noted on the account each month.? When the account was finaled on 10/5/2016, it was based on an actual gas read and an estimated electric read.? The last payment on the account was $on 10/3/2016.? Prior to this date the last payment was $on 6/10/2016.? ? To change the name on this account, company requires a copy of a death certificate.? Once this is produced the name can be changed.? ? Company attempted to speak with Mr*** at the number provided but was unable to reach him.? A voice mail message was left for him to return our call to discuss this matter further.?
Customer Relations spoke to Ms*** on 3/4/16.? She confirmed that the required payment of $was made and a deferred payment arrangement was made.? However, the rep neglected to issue the reconnection order.? I apologized for the inconvenience and issued the reconnection
order.? In the interest of customer relations, I also waived the $reconnection fee.? The customer was satisfied and she also has my direct contact information in case she has any further questions or concerns
This account was rebilledThe prior bill was cancelled and rebilled.? The final balance on this account is $3.31.? The bill has been forwarded to the customer.?
Customer was correct that November balance was $but is not including the December charges of $which, after Universal Service Fund (USF) assistance credit of $brought the balance to $The $payment posted after the December bill was issuedJanuary charges were $
bringing the balance to $The $payment brought the current balance to $Customers USF assistance credit expired on 1/customer needs to reapplyA voice mail message was left for the customer 1/2:pm explaining the above and leaving my contact # for questions? See attached spreadsheet