Thank you for forwarding the complaint of [redacted] A [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she paid a deposit in order to have service reconnected in 2015, which Puget Sound Energy did not return to her after later she ended her account Ms [redacted] was mailed an Urgent Notice on January 14, and a Final Notice on January 26, 2015, both advising that a payment of $must be received for account number [redacted] no later than February 3, to avoid disconnection of servicePayment was not received by the final payment date, and Ms [redacted] service was disconnected for nonpayment on February 4, The outstanding balance of $on that account was referred to external collections on June 15, When a customer has been disconnected for nonpayment, the account that was not paid is then closedA new account is opened, and PSE assesses a deposit and a reconnection feeA minimum of half the deposit plus the reconnection fee must be paid before service can be reconnectedThis policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC)If Ms [redacted] feels that her disconnection was not in compliance with the WAC rules, she may contact the WUTC at 1-888-333-to request a compliance check Ms [redacted] was given a new account number of [redacted] , and a deposit and reconnection fees were collected from her in order to reconnect her serviceMs [redacted] deposit was returned on her final statement when she ended service effective November 30, 2015, resulting in a final credit balance of $This credit balance was transferred to account number [redacted] on December 14, 2015, and applied to the final account balance of $The remaining balance of $remains in external collectionsAn account history for account number [redacted] was provided to Ms [redacted] via email on January 20, We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
[redacted] states that she believes her deposit was incorrectly calculated Per WAC 480-100-113(a), Ms [redacted] ’s security deposit was calculated using two-twelfths of estimated annual billings for her serviceThe bill statement that Ms [redacted] received for consumption was not a reflection of the deposit calculationMs [redacted] ’s service at her current address was established on 9/29/with an effective date of 6/19/15, which is why her first bill reflected more than one month of charges for services used Ms [redacted] is urged to contact PSE customer service to update her mailing address if the address on file for her is not correct We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
I am not sure why the attachments did not go through yesterday I've attempted to attach them to this response They are emails dated 12/30/16, 1/8/and 1/11/ I am also copying the emails into the body of this response just in case the attachments to not go through today From: [redacted] , [redacted] Sent: Friday, December 30, 11:AMTo: ' [redacted] @gmail.com'Subject: Follfrom our conversation on 12-30Attachments: 12-20-RPM Letter to * [redacted] - $payment received.pdf; 12-20-RPM letter to *[redacted] major credit bureaus notified.pdfHi [redacted] ,Per our conversation this morning, I am attaching copies of the two letters that RPM (Receivables Performance Management, LLC) sent us dated December 20, I called and spoke with them and they advised me that for privacy reasons the envelopes they use do not have their name on themThey are plain white envelopes with a return address of [redacted] WATheir records do show they were mailed on 12/20/and addressed to [redacted] I was provided with a phone number for their Escalations Department for you to call and speak to them about your concerns with what you feel should show on the lettersThat phone number is 1-888-838-and you will want to reference your file account# with them which is [redacted] .I hope you are successful in obtaining the information from them that you are seeking.Sincerely, [redacted] | SrEscalated Complaints ExaminerPerformance Qualitywww.PSE.comOffice (425) 424-6572From: [redacted] , [redacted] Sent: Wednesday, January 11, 3:PMTo: ' [redacted] 'Subject: Response to your email dated 1-8-17Hello [redacted] ,I left you a voicemail yesterday, January 10th around 2:10pm to let you know that your request in your email below pertains to RPM's internal information and that you will need to call them at the phone number I provided to you in my email to dated 12/30/and that I can only investigate your PSE account#’s as they were before they were assigned to RPMI will be responding to your Revdex.com request for additional information today and providing the Revdex.com with a copy of this email threadSincerely, [redacted] Puget Sound EnergyPerformance Quality425-424-6572From: [redacted] [mailto: [redacted] @gmail.com] Sent: Sunday, January 08, 3:PMTo: [redacted] , [redacted] Subject: Re: Follfrom our conversation on 12-30Hello [redacted] ,Thank you for sending over copies of the lettersI have a few questions regarding the letters; one of the letters references number [redacted] for $86.35, which I do not have any record for this account, or in that amountI do however have record of the reference number [redacted] which is listed on the second attachment, so that letter is greatThe account that still needs to be resolved is the [redacted] which showed a balance due of $back on 6/10/(last credit pull), can you please look into resolving this one as well? I would like to have the same "removal" letter provided for this account as was done for the other account.We're almost there! Thank you
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionMr [redacted] states that he is receiving multiple auto-dialer phone calls per day despite requesting to opt out of the calls At this time, one of the Puget Sound Energy accounts at Mr***’s location, account # [redacted] , is past dueThe calls that he is referencing are reminder calls intended to communicate to the customer that the account is past due and that payment should be remitted to avoid the assessment of late pay fees or disconnection of servicePSE does not offer the option to opt out of these reminder calls, but once the account is brought current the calls will no longer be placedIf Mr [redacted] cannot pay his balance in full he can contact PSE at 1-888-225-to make a payment arrangement, which will also prevent further calls from being placed We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Mr [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Complaint: [redacted] I am rejecting this response because:After researching PSE I found that the maximum they can assess me for a deposit is an average of two months usageSince the bill they recently sent me (to the wrong address) conveniently had four months of service billed to me, I know that the amount they are charging me is over and beyond thatSincerely, [redacted]
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she is disputing a deposit that was assessed to her account When Ms [redacted] began service at her current address, she was assessed a deposit In accordance with WAC 480-100-113, Puget Sound Energy may charge a deposit to customers beginning services in order to secure a contractA security deposit is collected unless the customer meets the guidelines for a deposit waiver Ms [redacted] does not qualify for a deposit waiver due to her previous payment history with PSE She will receive interest on her deposit which begins to accrue as soon as a payment is madeThe interest calculation period is from January through November and is applied on the customer’s January statementOnce Ms [redacted] has paid her deposit in full, it will be returned to her after twelve months of good pay history with PSE, in which she can receive no more than two late notices within that twelve-month periodAlternatively, if at any time her account is closed the deposit will be applied to unpaid charges We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Dear Ms [redacted] We are sorry for the frustruation you have encountered with ending the PSE service at [redacted] in Poulsbo I have completed a compliance check on the account and found that you initially contacted our Call Center on Tuesday March the 3rd and requested to start service at your new address on 3/and end service at the [redacted] address on Friday March the 6th The final bill for the [redacted] address was sent on March the 6th in the amount of $for the service period of 2/11/through 3/6/ Unfortunately the ending read used for 3/6/was estimated by our billing system and was estimated too low As a regulated utility goverened by the Washington State Utilities and Transportation Commission we are required to correct customers billings when it is discovered the bill was not correct This is the reason the estimated reading was corrected and a revised final bill was sent on June 3rd, The corrected final bill amount for the actual usage used from 2/11/to 3/6/was $ PSE had already received your payment of $leaving a remaining balance owing of $ Our records show the payment of $was received on 6/9/and the closed account balance is zero I also followed up with our Call Center Management team regarding the request you made on 6/5/to have a supervisor call you back It was confirmed that the agent you spoke with did send an email to the supervisor team requesting you be called back however the call was not made to you as promised We apologize that you did not receive a call as you were promised My investigation finds that the billing correction to correct the estimated reading on your closing bill is in complaince with the rules we must adhere to as a regulated utility We are sorry that this is not the resolution you were looking for.Regards,Stacey H.SrEscalated Complaints ExaminerCustomer Care OperationsPuget Sound Energy
Dear Ms [redacted] - [redacted] , A compliance check has been performed on your account and we have verified that the late payment fees assessed are valid and in compliance with the rules we must adhere to as a regulated utility We have attached copies of the Late Payment Fee rules from both our Electric and Tariffs for your referencePSE’s tariff stipulates a 1% per month late pay fee charge PSE's billing system calculates the fee to exactly the number of days that the past due amount is late To do this correctly, we use 12% which is the 1% monthly fee for months We determine the percent of the full year the late pay fee applies to Because the year has days and if the late pay fee applies to days the calculation is 7/ This ratio then is multiplied by the 12% (.12) and the amount past due to arrive at the interest to billAs far as your question regarding the number of late payment fees and how many you are charged during a billing cycle; late pay fees are assessed when a charge remains unpaid business days past its due date, on the 11th business day a 1% late charge will be automatically triggered If the bill remains unpaid, then every business days from the 11th day an additional 1% late fee will be assessed on the unpaid balanceFollowing are links to our website where you can review copies of our tariffs in fullhttps://pse.com/aboutpse/Rates/Documents/elec_sch_080.pdf https://pse.com/aboutpse/Rates/Documents/gas_rule_09.pdf If you feel PSE is not in compliance we must adhere to as a regulated utility you do have the option to file a complaint with the Utilities and Transportation Commission They can be reached at 1-888-333-or at SEvergreen Park DR SW, Olympia, WA
Complaint: [redacted] I am rejecting this response because:I suspected my energy savings were due to my newly installed windows and energy efficient water heater, given the fact that my bills dropped around the same time as my home upgradesIf I had know that I was accumulating such high charges for THE LAST YEARS, I would have lowered my energy usage YEARS AGOIn the interest of settling this matter, I am willing to pay 25% of the proposed charges Sincerely, [redacted] ***
Dear Mr***, As a regulated utility we are required to bill customers correctly when it has been discovered they were billed in error and the rules do not allow us to provide discounts What we can do is offer you an extended interest free monthly installment plan on your total account balance of $ The records show you had previously been set up with a month installment plan which is no longer active If you are interested in setting up another installment plan please let us know We would be willing to set up an installment plan for up to years/months to pay off the balance Additionally, ff you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you can file a complaint with the WUTC (Washington Utilities and Transportation Commission) They can be reached at 1-888-333-or in person at [redacted] *** Regards, SH – SrEscalated Complaints Examiner Puget Sound Energy
Dear Ms [redacted] and Mr [redacted] ,Please find attached to our response an Account History showing charges, statements, payments and disconnection notices Additionally, we have attached a copy of the last statement issued before service was disconnected for non-payment on 1/31/ This statement is dated 1/1/and as shown on the statement the past due balance when this statement generated was $and the current charges were $for a Total Amount owing of $ We've also attached the two disconnection notices sent prior to service being disconnect You will see on the disconnection notices the "payment must be received by" date was 1/30/and the amount that was required to be paid by that date was $ Service was disconnected on 1/31/due to the required payment of $had not been received by 1/30/ This past due balance included charges that were due 7/28/16, 8/29/16, 9/28/16, 10/28/16, 11/30/and 12/28/ The account history spreadsheet attached shows the payments posted to your account and as you will see when you review the account history the account was not paid in full each month and a past due balance was shown on all statements sent during the period of this account history.PSE is a regulated utility governed by the Washington Utilities and Transportation Commission and must adhere to the Washington Administrative Laws WAC 480-100-outlines the requirements we must follow prior to disconnecting service and WAC 480-100-outlines the requirements we must follow when reconnecting service One of the rules is that when service is disconnected for non-payment the amount that had billed prior to the disconnection becomes a "prior obligation" and the customer is not required to pay the amount service has been disconnected for to reconnect service What the customer is required to pay is a deposit + a reconnection charge.If you fee PSE is out of compliance as a regulated utility you do have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission) They can be reach by phone at 1-555-333-or in person at SEvergreen Park DR SW, Olympia, WA Regards,Customer CarePuget Sound Energy
PSE is price gougingI also have a gallon propane tank so I don't know where they are getting the read fromI am not the only person in this vicinity that is hit by hit heating costsAll of my lights are on timers and aren't on longer then to t hours a dayPlus they are ALL ledI have a small house and that my rate have more then doubled I find scketchyPSE should be broken up into smaller companies so that they can't be the big bad greedy wolf scouring people financiallyComplaint: [redacted] I am rejecting this response because: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] Thank you very much for your help and thank you PSEHappy New Year!
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 Mr. [redacted] , Thank you for contacting the BBB, we are also in receipt of your complaint to the Washington State Utilities and Transportation Commission and have responded to the inquiries from them. With the existing escalation to our regulating body, please continue to... address concerns to them and we will answer accordingly. Thank you, PSE Customer Care
Complaint: [redacted] I am rejecting this response because: nothing they have stated corresponds to what happened and I just received two conflicting bills printed the same day with conflicting information.The person disconnecting the service came in an unmarked truck with a ladder, wore a green traffic vest and no identifying marks.My original bills were one every two months, then without notice two and threeCurrently two or more a month if I get anyAll bills conflict with each other Sincerely, [redacted] ***
Dear Mrs***, Thank you for submitting your concerns to us Your account has been investigated and a compliance check has been performed and the findings are that your billing is accurate If you feel PSE is not in compliance with the rules we must comply with as a regulated utility you do have the right to contact the WUTC, Washington Utilities and Transportation Commission to file a complaint Regards, SH - SrEscalated Complaints Examiner
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that her bill has gone up significantly in the last year, and that she would like credit on her bill for charges she believes were speculated Ms [redacted] is receiving monthly bills for electric service that use actual meter reads, meaning that the bills are not calculated using estimatesA PSE technician was dispatched to Ms [redacted] ’s home on May 5, and tested her meter, which tested accurateThe tech found no problems with Ms [redacted] ’s PSE equipmentAs Ms [redacted] ’s meter is functioning correctly and the monthly meter reads on her bill are actual reads, the billing is accurate and will not be adjusted We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Ms. ***, We have performed a compliance check on our account and have verified the deposit charged on 6/6/17 is in compliance with the rules we must adhere to as a regulated utility. The rules allow us to charge a deposit when there have been three or more disconnection notices issued in the... last 12 months. Our records show the following disconnection notices were sent in the last 12 months. 1. 9/30/16 Urgent Notice sent for $222.66 2. 3/21/17 Urgent Notice sent for $206.31 3. 6/6/17 Urgent Notice sent for $308.00 Each of these notices contained the following message: Important: If you receive three delinquency notices during the prior 12 months, we may charge a security deposit. If you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission). They can be reached by phone at 1-888-333-9882 or at 1300 S Evergreen Park DR SW, Olympia, WA 98504. Regards, PSE, Customer Care
Mr [redacted] ,PSE does not send customer statements via certified mail and are not required to send them certified mail As stated in our initial response, if you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you do have the option to file a complaint with the Washington State Utilities and Transportation CommissionRegards,PSE Customer Casre
Thank you for forwarding the complaint of [redacted] A [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she paid a deposit in order to have service reconnected in 2015, which Puget Sound Energy did not return to her after later she ended her account Ms [redacted] was mailed an Urgent Notice on January 14, and a Final Notice on January 26, 2015, both advising that a payment of $must be received for account number [redacted] no later than February 3, to avoid disconnection of servicePayment was not received by the final payment date, and Ms [redacted] service was disconnected for nonpayment on February 4, The outstanding balance of $on that account was referred to external collections on June 15, When a customer has been disconnected for nonpayment, the account that was not paid is then closedA new account is opened, and PSE assesses a deposit and a reconnection feeA minimum of half the deposit plus the reconnection fee must be paid before service can be reconnectedThis policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC)If Ms [redacted] feels that her disconnection was not in compliance with the WAC rules, she may contact the WUTC at 1-888-333-to request a compliance check Ms [redacted] was given a new account number of [redacted] , and a deposit and reconnection fees were collected from her in order to reconnect her serviceMs [redacted] deposit was returned on her final statement when she ended service effective November 30, 2015, resulting in a final credit balance of $This credit balance was transferred to account number [redacted] on December 14, 2015, and applied to the final account balance of $The remaining balance of $remains in external collectionsAn account history for account number [redacted] was provided to Ms [redacted] via email on January 20, We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
[redacted] states that she believes her deposit was incorrectly calculated Per WAC 480-100-113(a), Ms [redacted] ’s security deposit was calculated using two-twelfths of estimated annual billings for her serviceThe bill statement that Ms [redacted] received for consumption was not a reflection of the deposit calculationMs [redacted] ’s service at her current address was established on 9/29/with an effective date of 6/19/15, which is why her first bill reflected more than one month of charges for services used Ms [redacted] is urged to contact PSE customer service to update her mailing address if the address on file for her is not correct We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
I am not sure why the attachments did not go through yesterday I've attempted to attach them to this response They are emails dated 12/30/16, 1/8/and 1/11/ I am also copying the emails into the body of this response just in case the attachments to not go through today From: [redacted] , [redacted] Sent: Friday, December 30, 11:AMTo: ' [redacted] @gmail.com'Subject: Follfrom our conversation on 12-30Attachments: 12-20-RPM Letter to * [redacted] - $payment received.pdf; 12-20-RPM letter to *[redacted] major credit bureaus notified.pdfHi [redacted] ,Per our conversation this morning, I am attaching copies of the two letters that RPM (Receivables Performance Management, LLC) sent us dated December 20, I called and spoke with them and they advised me that for privacy reasons the envelopes they use do not have their name on themThey are plain white envelopes with a return address of [redacted] WATheir records do show they were mailed on 12/20/and addressed to [redacted] I was provided with a phone number for their Escalations Department for you to call and speak to them about your concerns with what you feel should show on the lettersThat phone number is 1-888-838-and you will want to reference your file account# with them which is [redacted] .I hope you are successful in obtaining the information from them that you are seeking.Sincerely, [redacted] | SrEscalated Complaints ExaminerPerformance Qualitywww.PSE.comOffice (425) 424-6572From: [redacted] , [redacted] Sent: Wednesday, January 11, 3:PMTo: ' [redacted] 'Subject: Response to your email dated 1-8-17Hello [redacted] ,I left you a voicemail yesterday, January 10th around 2:10pm to let you know that your request in your email below pertains to RPM's internal information and that you will need to call them at the phone number I provided to you in my email to dated 12/30/and that I can only investigate your PSE account#’s as they were before they were assigned to RPMI will be responding to your Revdex.com request for additional information today and providing the Revdex.com with a copy of this email threadSincerely, [redacted] Puget Sound EnergyPerformance Quality425-424-6572From: [redacted] [mailto: [redacted] @gmail.com] Sent: Sunday, January 08, 3:PMTo: [redacted] , [redacted] Subject: Re: Follfrom our conversation on 12-30Hello [redacted] ,Thank you for sending over copies of the lettersI have a few questions regarding the letters; one of the letters references number [redacted] for $86.35, which I do not have any record for this account, or in that amountI do however have record of the reference number [redacted] which is listed on the second attachment, so that letter is greatThe account that still needs to be resolved is the [redacted] which showed a balance due of $back on 6/10/(last credit pull), can you please look into resolving this one as well? I would like to have the same "removal" letter provided for this account as was done for the other account.We're almost there! Thank you
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionMr [redacted] states that he is receiving multiple auto-dialer phone calls per day despite requesting to opt out of the calls At this time, one of the Puget Sound Energy accounts at Mr***’s location, account # [redacted] , is past dueThe calls that he is referencing are reminder calls intended to communicate to the customer that the account is past due and that payment should be remitted to avoid the assessment of late pay fees or disconnection of servicePSE does not offer the option to opt out of these reminder calls, but once the account is brought current the calls will no longer be placedIf Mr [redacted] cannot pay his balance in full he can contact PSE at 1-888-225-to make a payment arrangement, which will also prevent further calls from being placed We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Mr [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Complaint: [redacted] I am rejecting this response because:After researching PSE I found that the maximum they can assess me for a deposit is an average of two months usageSince the bill they recently sent me (to the wrong address) conveniently had four months of service billed to me, I know that the amount they are charging me is over and beyond thatSincerely, [redacted]
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she is disputing a deposit that was assessed to her account When Ms [redacted] began service at her current address, she was assessed a deposit In accordance with WAC 480-100-113, Puget Sound Energy may charge a deposit to customers beginning services in order to secure a contractA security deposit is collected unless the customer meets the guidelines for a deposit waiver Ms [redacted] does not qualify for a deposit waiver due to her previous payment history with PSE She will receive interest on her deposit which begins to accrue as soon as a payment is madeThe interest calculation period is from January through November and is applied on the customer’s January statementOnce Ms [redacted] has paid her deposit in full, it will be returned to her after twelve months of good pay history with PSE, in which she can receive no more than two late notices within that twelve-month periodAlternatively, if at any time her account is closed the deposit will be applied to unpaid charges We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Dear Ms [redacted] We are sorry for the frustruation you have encountered with ending the PSE service at [redacted] in Poulsbo I have completed a compliance check on the account and found that you initially contacted our Call Center on Tuesday March the 3rd and requested to start service at your new address on 3/and end service at the [redacted] address on Friday March the 6th The final bill for the [redacted] address was sent on March the 6th in the amount of $for the service period of 2/11/through 3/6/ Unfortunately the ending read used for 3/6/was estimated by our billing system and was estimated too low As a regulated utility goverened by the Washington State Utilities and Transportation Commission we are required to correct customers billings when it is discovered the bill was not correct This is the reason the estimated reading was corrected and a revised final bill was sent on June 3rd, The corrected final bill amount for the actual usage used from 2/11/to 3/6/was $ PSE had already received your payment of $leaving a remaining balance owing of $ Our records show the payment of $was received on 6/9/and the closed account balance is zero I also followed up with our Call Center Management team regarding the request you made on 6/5/to have a supervisor call you back It was confirmed that the agent you spoke with did send an email to the supervisor team requesting you be called back however the call was not made to you as promised We apologize that you did not receive a call as you were promised My investigation finds that the billing correction to correct the estimated reading on your closing bill is in complaince with the rules we must adhere to as a regulated utility We are sorry that this is not the resolution you were looking for.Regards,Stacey H.SrEscalated Complaints ExaminerCustomer Care OperationsPuget Sound Energy
Dear Ms [redacted] - [redacted] , A compliance check has been performed on your account and we have verified that the late payment fees assessed are valid and in compliance with the rules we must adhere to as a regulated utility We have attached copies of the Late Payment Fee rules from both our Electric and Tariffs for your referencePSE’s tariff stipulates a 1% per month late pay fee charge PSE's billing system calculates the fee to exactly the number of days that the past due amount is late To do this correctly, we use 12% which is the 1% monthly fee for months We determine the percent of the full year the late pay fee applies to Because the year has days and if the late pay fee applies to days the calculation is 7/ This ratio then is multiplied by the 12% (.12) and the amount past due to arrive at the interest to billAs far as your question regarding the number of late payment fees and how many you are charged during a billing cycle; late pay fees are assessed when a charge remains unpaid business days past its due date, on the 11th business day a 1% late charge will be automatically triggered If the bill remains unpaid, then every business days from the 11th day an additional 1% late fee will be assessed on the unpaid balanceFollowing are links to our website where you can review copies of our tariffs in fullhttps://pse.com/aboutpse/Rates/Documents/elec_sch_080.pdf https://pse.com/aboutpse/Rates/Documents/gas_rule_09.pdf If you feel PSE is not in compliance we must adhere to as a regulated utility you do have the option to file a complaint with the Utilities and Transportation Commission They can be reached at 1-888-333-or at SEvergreen Park DR SW, Olympia, WA
Complaint: [redacted] I am rejecting this response because:I suspected my energy savings were due to my newly installed windows and energy efficient water heater, given the fact that my bills dropped around the same time as my home upgradesIf I had know that I was accumulating such high charges for THE LAST YEARS, I would have lowered my energy usage YEARS AGOIn the interest of settling this matter, I am willing to pay 25% of the proposed charges Sincerely, [redacted] ***
Dear Mr***, As a regulated utility we are required to bill customers correctly when it has been discovered they were billed in error and the rules do not allow us to provide discounts What we can do is offer you an extended interest free monthly installment plan on your total account balance of $ The records show you had previously been set up with a month installment plan which is no longer active If you are interested in setting up another installment plan please let us know We would be willing to set up an installment plan for up to years/months to pay off the balance Additionally, ff you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you can file a complaint with the WUTC (Washington Utilities and Transportation Commission) They can be reached at 1-888-333-or in person at [redacted] *** Regards, SH – SrEscalated Complaints Examiner Puget Sound Energy
Dear Ms [redacted] and Mr [redacted] ,Please find attached to our response an Account History showing charges, statements, payments and disconnection notices Additionally, we have attached a copy of the last statement issued before service was disconnected for non-payment on 1/31/ This statement is dated 1/1/and as shown on the statement the past due balance when this statement generated was $and the current charges were $for a Total Amount owing of $ We've also attached the two disconnection notices sent prior to service being disconnect You will see on the disconnection notices the "payment must be received by" date was 1/30/and the amount that was required to be paid by that date was $ Service was disconnected on 1/31/due to the required payment of $had not been received by 1/30/ This past due balance included charges that were due 7/28/16, 8/29/16, 9/28/16, 10/28/16, 11/30/and 12/28/ The account history spreadsheet attached shows the payments posted to your account and as you will see when you review the account history the account was not paid in full each month and a past due balance was shown on all statements sent during the period of this account history.PSE is a regulated utility governed by the Washington Utilities and Transportation Commission and must adhere to the Washington Administrative Laws WAC 480-100-outlines the requirements we must follow prior to disconnecting service and WAC 480-100-outlines the requirements we must follow when reconnecting service One of the rules is that when service is disconnected for non-payment the amount that had billed prior to the disconnection becomes a "prior obligation" and the customer is not required to pay the amount service has been disconnected for to reconnect service What the customer is required to pay is a deposit + a reconnection charge.If you fee PSE is out of compliance as a regulated utility you do have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission) They can be reach by phone at 1-555-333-or in person at SEvergreen Park DR SW, Olympia, WA Regards,Customer CarePuget Sound Energy
PSE is price gougingI also have a gallon propane tank so I don't know where they are getting the read fromI am not the only person in this vicinity that is hit by hit heating costsAll of my lights are on timers and aren't on longer then to t hours a dayPlus they are ALL ledI have a small house and that my rate have more then doubled I find scketchyPSE should be broken up into smaller companies so that they can't be the big bad greedy wolf scouring people financiallyComplaint: [redacted] I am rejecting this response because: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] Thank you very much for your help and thank you PSEHappy New Year!
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 Mr. [redacted] , Thank you for contacting the BBB, we are also in receipt of your complaint to the Washington State Utilities and Transportation Commission and have responded to the inquiries from them. With the existing escalation to our regulating body, please continue to... address concerns to them and we will answer accordingly. Thank you, PSE Customer Care
Complaint: [redacted] I am rejecting this response because: nothing they have stated corresponds to what happened and I just received two conflicting bills printed the same day with conflicting information.The person disconnecting the service came in an unmarked truck with a ladder, wore a green traffic vest and no identifying marks.My original bills were one every two months, then without notice two and threeCurrently two or more a month if I get anyAll bills conflict with each other Sincerely, [redacted] ***
Dear Mrs***, Thank you for submitting your concerns to us Your account has been investigated and a compliance check has been performed and the findings are that your billing is accurate If you feel PSE is not in compliance with the rules we must comply with as a regulated utility you do have the right to contact the WUTC, Washington Utilities and Transportation Commission to file a complaint Regards, SH - SrEscalated Complaints Examiner
Thank you for forwarding the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that her bill has gone up significantly in the last year, and that she would like credit on her bill for charges she believes were speculated Ms [redacted] is receiving monthly bills for electric service that use actual meter reads, meaning that the bills are not calculated using estimatesA PSE technician was dispatched to Ms [redacted] ’s home on May 5, and tested her meter, which tested accurateThe tech found no problems with Ms [redacted] ’s PSE equipmentAs Ms [redacted] ’s meter is functioning correctly and the monthly meter reads on her bill are actual reads, the billing is accurate and will not be adjusted We trust that this information will assist you in closing the complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Ms. ***, We have performed a compliance check on our account and have verified the deposit charged on 6/6/17 is in compliance with the rules we must adhere to as a regulated utility. The rules allow us to charge a deposit when there have been three or more disconnection notices issued in the... last 12 months. Our records show the following disconnection notices were sent in the last 12 months. 1. 9/30/16 Urgent Notice sent for $222.66 2. 3/21/17 Urgent Notice sent for $206.31 3. 6/6/17 Urgent Notice sent for $308.00 Each of these notices contained the following message: Important: If you receive three delinquency notices during the prior 12 months, we may charge a security deposit. If you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you have the option to file a complaint with the WUTC (Washington Utilities and Transportation Commission). They can be reached by phone at 1-888-333-9882 or at 1300 S Evergreen Park DR SW, Olympia, WA 98504. Regards, PSE, Customer Care
Mr [redacted] ,PSE does not send customer statements via certified mail and are not required to send them certified mail As stated in our initial response, if you feel PSE is out of compliance with the rules we must adhere to as a regulated utility you do have the option to file a complaint with the Washington State Utilities and Transportation CommissionRegards,PSE Customer Casre