Dear Mr [redacted] , Thank you for forwarding your complaint to our office for reviewWe appreciate you bringing this matter to our attentionYou state that your service was disconnected without prior notice and that you were required to pay a reconnection fee and deposit in order to have your service restored I reviewed your account history and found that PSE mailed your Urgent and Final notices to an address of [redacted] in Bellevue instead of to your service addressYour mailing address has been corrected in our recordsWe recognize that you did not receive your notices and as such have reinstated the account that was closed when your service was disconnectedYou will not be assessed a deposit or reconnect feeThe payment of $that you made when your service was reconnected has been applied to your consumption charges You state in your complaint that you are requesting a credit of $to be applied to your accountAfter review of your account and complaint, that credit is not warranted and will not be applied I trust that this information will assist in closing your complaintI apologize for any frustrations you have experienced regarding this matter Sincerely, Veronica D [redacted] Senior Escalated Complaints ExaminerCustomer Care OperationsPuget Sound Energywww.pse.com
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 received a Final Notice notifying her that she must remit payment by December 14, 2015, but that she forgot to pay and her service was disconnected on December 15, without any phone call to warn her of the impending disconnection On 12/4/2015, PSE mailed Ms [redacted] a notice which states “A payment of $must be received no later than December 14, Failure to do so will result in service disconnection without further notice”This written notice clearly states that no further warning, including phone calls, would be made if no payment was received by the final payment dateMs**’s service was disconnected for nonpayment on December 15, At that time, her account was closed In order to reconnect Ms**’s service, a new account was opened for her and she was assessed a security deposit of $and a reconnection fee of $Ms [redacted] was advised that she could either pay both those charges in full or pay half of her deposit plus her reconnection fee in order to have service restoredMs [redacted] opted to pay half of her deposit plus her reconnection fee, and service was reconnected on December 15, after a payment of $was reportedThe remaining balance of Ms**’s deposit will be split into payments and billed to her along with her monthly consumption chargesIf Ms [redacted] is unable to pay her charges by her due date, she may contact PSE Customer Service at 1-888-225-to request a payment arrangement We trust that this information will assist you in closing this complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Dear Ms [redacted] ,We apologize that our previous responses did not answer your question We received the complaint that you opened up with the UTC on August 6th and submitted our response to your complaint to the UTC on August 10th The UTC will perform a compliance investigation on the information we providedFor your review, I have attached a document that shows the Usage Amounts you have been billed for on your March through August statements You will see on this document that the usage amount & basic charge you were billed on your opening statement in March was only $10.68, this statement also showed the $billing initiation charge and the $Security Deposit charge for a total amount billed in March of $ The $Security Deposit will be refunded to you after you have paid on time for consectutive months as long as no more than late notices are issued or serivce is disconnected If you move prior to the deposit befing refunded the deposit will be applied to your closing bill Maybe this will better explain your opening bill to you and assure you that the consumption and basic charge amounts you have used and been billed for each month have not exeeeded $ March = $10.68April = $20.56May = $22.19June = $24.73July = $29.37August = $29.01Hoefully this additional inforamtion will answer all your questions Now that you have filed a complaint with our regulators (The UTC) you will want to work directly with them on any additional questions you have Regards,Stacey H.Puget Sound Energy
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 basic charge of $that she received on her bill, as the bill statement is not for a full billing month Ms [redacted] began service at her current address on 10/1/Her meter read date was 10/5/2016, and her first bill was mailed on 10/6/The bill does contain a charge of $which is the basic charge for serviceThe basic charge is outlined in Natural Gas Schedule 23, Residential General ServicePer the tariff, PSE gas customers are billed one basic charge for each billing periodThe tariff does not allow PSE to prorate the basic charge; it is a flat rate charge per meter 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
Thank you for forwarding the complaint of [redacted] M [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she has recently received bills that are much higher than normal Ms***’ consumption is in line with historical winter consumption at her addressHer usage for the time period of 12/2/2015-12/30/was 1,kWhs, compared to 1,kWhs used for the time period of 12/2/2014-12/30/The current winter saw lower temperatures (the average monthly temperature for the time period was degrees in versus degrees in 2014), which is the most likely reason for Ms***’ increased consumption for the current winter Ms [redacted] is noticing an increase in her monthly bill for that time period not only due to the increase in her usage, but also due to increased rates for electric service in and the absence of a credit of $for the Jefferson PUD Sale Credit which was applied to her December bill PSE does offer tools to assist customers with managing their usageMs [redacted] may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usageAdditionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-to review her energy usage and receive recommendations for lowering her bill 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
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 for referring the complaint of [redacted] * [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionThe complaint states that Mr [redacted] was eligible for a $rebate for his newly purchased refrigerator, but that he incorrectly received a $rebate instead PSE’s program manager reviewed the rebate program for Mr [redacted] ’s new refrigerator and confirmed that he is in fact eligible for the $rebateAdditionally, the rebate information for rebate tiers will be updated in PSE’s systemMr [redacted] should expect to receive his additional $rebate in approximately two weeks We trust that this information will assist 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: I believe the meter reading to be faulty As you can see my daily temperatures are low, showing that I don't use the base board heaters in my homeI am home maybe hours before I go to bedThere is no way that I am using $worth of electricityI am,convinced that your services and charges are wrongThere's no possible way this is correct.Sincerely, [redacted] ***
Dear Mr [redacted] , We have completed our investigation and have found that we have acted in accordance with the guidelines we must adhere to as a regulated utilityThe account is now closed, if you have any questions, please contact Customer Service at 1-888-225- Thank you, PSE Customer Service
While the contract the customer signed for the service is the price they received in their final bill, we acknowledge there should have been adjustments to the administrative permit processing feeThe administrative process fees were calculated based on expected charges for the multiple permit submissions this project required Re-applying for permits can and usually results in additional inspection chargesIn review, those expected charges did not occur for this customerAs a result the customer’s final bill will be adjusted to reflect $for administrative permit processing feesThe permit processing fee includes project manager time for design and permit submission as well as inspections or site meetings required by the jurisdictionThe total bill for this service including permits will be $The customer has made a payment of $1,so the remaining balance will be $
Dear Mr [redacted] ,Our records show that disconnection notices were sent prior to your service being disconnected Copies of these notices have been attached The Urgent Notice was sent on 5/9/and the Final Notice was sent on 5/18/ We did not receive any mail return from the post office for either of these notices We are unable to cancel [redacted] account per your request Ms [redacted] applied for service in her name after your service was disconnected for non-payment PSE is a regulated utility governed by the WUTC (Washington Utilities and Transportation Commission) 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 and they will perform a compliance check on your behalf If you choose to file a complaint with the UTC you can reach them by phone at 1-888-333- You can also file a complaint at their office located at S Evergreen Park DR SW, Olympia, WA Regards,Customer Care
My question still remainsOnce I pay this, then next month they go back another mmonths and re-assess deposit each time or will it be months from now when they re-assess? Further I was toldmy deposit was $now in their response it's $ During the month period they are assesing they agreed to payment plans, not only did I pay but I also paid their late feesMy power hasnt been shut off, and they put personally identifiable information in their responseWhy accept payment arrangements throughout the year if they will just this money on top of the late fees I have already paid Complaint #: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The amount in the yellow box on the frist page of the bill is not the amount of the budget paymentThe yellow bow amount is different then what was needed to be paidIn my case, the budget payments that I should have been paying was $The yellow box that tells you the amount due was only $How can the amount due be less then the budget payment amount? Then bill me $ for for a new budget payment amount Sincerely, [redacted]
Dear Ms [redacted] , Our apologies for sending the Revdex.com a response for a different customer The mistake was discovered immediately however we were unable to find in the Revdex.com's system a way to recall the incorrect response Following is the correct response for your complaint We have completed our investigation which included listening to the call recordings when [redacted] called in on 9/and were able to verify that the first agent he spoke to did provide him with the incorrect account number that needed to be paid to prevent disconnection of service We apologize this was not discovered when you called previously We have gone ahead and re-opened account # [redacted] and invalidated account # [redacted] that was created after the disconnection on 10/24/ The reconnection fee has also been reversed The payment of $made to reconnect has been transferred to reinstated account # [redacted] As far as the $deposit, that deposit is still valid as you had previously been charged a $deposit to reconnect service after service was disconnected for non-payment previously on 6/3/ After the correction to reinstate account # [redacted] was completed and payments transferred, the unpaid deposit balance is $ We have created a month installment plan on the $deposit balance with $due 12/14/& $due 1/19/ You will receive an installment confirmation letter for these arrangements The non-deposit balance owing on your account is $broken down as follows: · $for usage from 5/27/to 8/26/ · $for usage from 8/27/to 10/26/ A new statement will generate tonight 11/22/due 12/14/for a total owing of $which consist of the $usage and the $deposit installment As far as your request to be compensated for the hours the power was off, you would need to contact our claims department to file a claim Their phone# is [redacted] PSE does not report disconnections or active credit to credit agenciesThe only thing we report to credit agencies is unpaid closing bills Regards, SH – SrEscalated Complaints Examiner Puget Sound Energy
Dear Ms [redacted] ,A review of your account shows the $deposit requested on 5/21/was waive on 6/23/ Your account balance as of today, 6/28/is $and the due date is 7/3/ Deposits are charged in accordance with the rules we adhere to as a regulated utility which are WAC rules Washington Administrative Code When there have been or more notices issued within a month period accounts are assessed deposits Going forward it is important that you contact PSE before the due date of your bills if you are unable to pay to see if your account is eligible for a payment arrangement to prevent disconnection notices from being sent and/or service being disconnected.Regards,Customer Care
Complaint: [redacted] I am rejecting this response because: Thank you for explaining that these calls are a collection effortThis still does not account for why your system is malfunctioning and dialing our number 5-times per dayIf your system was functioning properly a message or employee would identify themselves and the reason for the callIf the system was functioning properly, it would record that it dials our number 5-times per day, and would record that we pickup the phone to answer The amount of disturbances your system creates in our business is considered harassmentAccording to the Fair Debt Collection Practices Act (FDCPA) the creditor must state who they are, the purpose of their call, and that they are trying to collect a debtAnything else is considered spam and at 5-times per day our attorney believes it to be harassment If we cannot opt out of collections calls, then you need to fix your systemIn the meantime, we will no longer tolerate this level of harassment as we have a business to run Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have an appointment with a meter personNobody tried to reach me and didn't get a hold of meI still think there are over charges There's no way I used $in a month Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: this was the same "canned" response I got from the call agentI'm tired of excuses that hide the real answer "the company made a mistake" period!Never in my service with PSE in the last years have I ever been given an estimate on a billThe facts are these:I called to stop service I paid my final bill and was not told anywhere it was an estimateI assumed they sent someone out to read the meter AND if they couldn't get out that fast I assumed that I would get a bill of overages within daysNot almost The he company made a mistakeI don't appreciate the excuse that they are usingWhen I make a mistake I have to pay the penaltyI made no mistake hereI called to confirm my final bill and stop serviceAgain, had this been addressed within a few weeks I wouldn't be taking issue with itIt's the fact that they can send me a bill almost three months later because of their mistake.They are admitting they failedThey should write the amount offI also still have yet to hear from a supervisorSincerely, [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 after contacting PSE to make a payment arrangement, she received information stating that she had a credit balance on her account, followed by an automatic payment draft of $which she was unaware would be debited from her bank account On March 11, 2016, Ms [redacted] contacted PSE to request a payment arrangement on her account, and one was provided to herShe contacted PSE again on March 23, 2016, to set up a different arrangement, and the requested changes were made On May 23, 2016, Ms [redacted] contacted PSE to again request a payment arrangementShe stated to the agent that she spoke with that she had gotten an email stating that she had a credit balance and that her installment payment would not be taken out, but her account did not have a credit balance and the agent advised her that she did owe a balanceMs [redacted] then proposed a new payment arrangement that would better meet her needs, and the agent agreed to set her up on the new planWhile the agent did deactivate Ms [redacted] ’s prior payment arrangement, he did not enter the new arrangement correctly and it was not saved into the billing systemFeedback has been provided internally for review and additional training for the agent On May 26, 2016, Ms [redacted] ’s past due balance of $was drafted from her bank account on her previous installment plan due date, rather than on her regularly scheduled bill due date of 6/6/This matter has been forwarded to IT for review and corrective action Ms [redacted] contacted PSE in response to the unexpected payment draft, and requested to end her automatic funds transfer for future paymentsThe agent that she spoke with did end her automatic payments, but was not familiar with the arrangements made on the accountFeedback has been provided internally for review regarding this contact We trust that this information will assist in closing the complaintWe apologize for any frustrations Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] is disputing her bills for the time period of 10/29/to 1/31/16, stating that she believes that they are too high Ms [redacted] ’s bills for the time period in question are all a reflection of actual usagePSE has received consistent daily reads from Ms [redacted] ’s electric meter and a copy of those daily reads has been provided to her so that she can see how much her daily consumption isPSE does offer tools to assist customers with managing their usageMs [redacted] may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usageAdditionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-to review her energy usage and receive recommendations for lowering her bill There is no indication that there is any type of equipment malfunction at Ms [redacted] ’s addressElectric meters by design do not "speed up" or register additional usage when malfunctioningBy contrast, meters which are malfunctioning will begin to slow down and eventually stop altogether, meaning that customers experiencing malfunctioning meters will see lower than billing, not higher billingIf Ms [redacted] feels that her meter reads are not correct, she may contact PSE Customer Service by calling 1-888-225-to request a meter testShe may request to be present for the test if she would like We trust that this information will assist you in closing the complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of this matter Sincerely, Puget Sound Energy
Dear Mr [redacted] , Thank you for forwarding your complaint to our office for reviewWe appreciate you bringing this matter to our attentionYou state that your service was disconnected without prior notice and that you were required to pay a reconnection fee and deposit in order to have your service restored I reviewed your account history and found that PSE mailed your Urgent and Final notices to an address of [redacted] in Bellevue instead of to your service addressYour mailing address has been corrected in our recordsWe recognize that you did not receive your notices and as such have reinstated the account that was closed when your service was disconnectedYou will not be assessed a deposit or reconnect feeThe payment of $that you made when your service was reconnected has been applied to your consumption charges You state in your complaint that you are requesting a credit of $to be applied to your accountAfter review of your account and complaint, that credit is not warranted and will not be applied I trust that this information will assist in closing your complaintI apologize for any frustrations you have experienced regarding this matter Sincerely, Veronica D [redacted] Senior Escalated Complaints ExaminerCustomer Care OperationsPuget Sound Energywww.pse.com
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 received a Final Notice notifying her that she must remit payment by December 14, 2015, but that she forgot to pay and her service was disconnected on December 15, without any phone call to warn her of the impending disconnection On 12/4/2015, PSE mailed Ms [redacted] a notice which states “A payment of $must be received no later than December 14, Failure to do so will result in service disconnection without further notice”This written notice clearly states that no further warning, including phone calls, would be made if no payment was received by the final payment dateMs**’s service was disconnected for nonpayment on December 15, At that time, her account was closed In order to reconnect Ms**’s service, a new account was opened for her and she was assessed a security deposit of $and a reconnection fee of $Ms [redacted] was advised that she could either pay both those charges in full or pay half of her deposit plus her reconnection fee in order to have service restoredMs [redacted] opted to pay half of her deposit plus her reconnection fee, and service was reconnected on December 15, after a payment of $was reportedThe remaining balance of Ms**’s deposit will be split into payments and billed to her along with her monthly consumption chargesIf Ms [redacted] is unable to pay her charges by her due date, she may contact PSE Customer Service at 1-888-225-to request a payment arrangement We trust that this information will assist you in closing this complaintWe apologize for any inconvenience Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Dear Ms [redacted] ,We apologize that our previous responses did not answer your question We received the complaint that you opened up with the UTC on August 6th and submitted our response to your complaint to the UTC on August 10th The UTC will perform a compliance investigation on the information we providedFor your review, I have attached a document that shows the Usage Amounts you have been billed for on your March through August statements You will see on this document that the usage amount & basic charge you were billed on your opening statement in March was only $10.68, this statement also showed the $billing initiation charge and the $Security Deposit charge for a total amount billed in March of $ The $Security Deposit will be refunded to you after you have paid on time for consectutive months as long as no more than late notices are issued or serivce is disconnected If you move prior to the deposit befing refunded the deposit will be applied to your closing bill Maybe this will better explain your opening bill to you and assure you that the consumption and basic charge amounts you have used and been billed for each month have not exeeeded $ March = $10.68April = $20.56May = $22.19June = $24.73July = $29.37August = $29.01Hoefully this additional inforamtion will answer all your questions Now that you have filed a complaint with our regulators (The UTC) you will want to work directly with them on any additional questions you have Regards,Stacey H.Puget Sound Energy
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 basic charge of $that she received on her bill, as the bill statement is not for a full billing month Ms [redacted] began service at her current address on 10/1/Her meter read date was 10/5/2016, and her first bill was mailed on 10/6/The bill does contain a charge of $which is the basic charge for serviceThe basic charge is outlined in Natural Gas Schedule 23, Residential General ServicePer the tariff, PSE gas customers are billed one basic charge for each billing periodThe tariff does not allow PSE to prorate the basic charge; it is a flat rate charge per meter 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
Thank you for forwarding the complaint of [redacted] M [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] states that she has recently received bills that are much higher than normal Ms***’ consumption is in line with historical winter consumption at her addressHer usage for the time period of 12/2/2015-12/30/was 1,kWhs, compared to 1,kWhs used for the time period of 12/2/2014-12/30/The current winter saw lower temperatures (the average monthly temperature for the time period was degrees in versus degrees in 2014), which is the most likely reason for Ms***’ increased consumption for the current winter Ms [redacted] is noticing an increase in her monthly bill for that time period not only due to the increase in her usage, but also due to increased rates for electric service in and the absence of a credit of $for the Jefferson PUD Sale Credit which was applied to her December bill PSE does offer tools to assist customers with managing their usageMs [redacted] may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usageAdditionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-to review her energy usage and receive recommendations for lowering her bill 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
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 for referring the complaint of [redacted] * [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionThe complaint states that Mr [redacted] was eligible for a $rebate for his newly purchased refrigerator, but that he incorrectly received a $rebate instead PSE’s program manager reviewed the rebate program for Mr [redacted] ’s new refrigerator and confirmed that he is in fact eligible for the $rebateAdditionally, the rebate information for rebate tiers will be updated in PSE’s systemMr [redacted] should expect to receive his additional $rebate in approximately two weeks We trust that this information will assist 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: I believe the meter reading to be faulty As you can see my daily temperatures are low, showing that I don't use the base board heaters in my homeI am home maybe hours before I go to bedThere is no way that I am using $worth of electricityI am,convinced that your services and charges are wrongThere's no possible way this is correct.Sincerely, [redacted] ***
Dear Mr [redacted] , We have completed our investigation and have found that we have acted in accordance with the guidelines we must adhere to as a regulated utilityThe account is now closed, if you have any questions, please contact Customer Service at 1-888-225- Thank you, PSE Customer Service
While the contract the customer signed for the service is the price they received in their final bill, we acknowledge there should have been adjustments to the administrative permit processing feeThe administrative process fees were calculated based on expected charges for the multiple permit submissions this project required Re-applying for permits can and usually results in additional inspection chargesIn review, those expected charges did not occur for this customerAs a result the customer’s final bill will be adjusted to reflect $for administrative permit processing feesThe permit processing fee includes project manager time for design and permit submission as well as inspections or site meetings required by the jurisdictionThe total bill for this service including permits will be $The customer has made a payment of $1,so the remaining balance will be $
Dear Mr [redacted] ,Our records show that disconnection notices were sent prior to your service being disconnected Copies of these notices have been attached The Urgent Notice was sent on 5/9/and the Final Notice was sent on 5/18/ We did not receive any mail return from the post office for either of these notices We are unable to cancel [redacted] account per your request Ms [redacted] applied for service in her name after your service was disconnected for non-payment PSE is a regulated utility governed by the WUTC (Washington Utilities and Transportation Commission) 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 and they will perform a compliance check on your behalf If you choose to file a complaint with the UTC you can reach them by phone at 1-888-333- You can also file a complaint at their office located at S Evergreen Park DR SW, Olympia, WA Regards,Customer Care
My question still remainsOnce I pay this, then next month they go back another mmonths and re-assess deposit each time or will it be months from now when they re-assess? Further I was toldmy deposit was $now in their response it's $ During the month period they are assesing they agreed to payment plans, not only did I pay but I also paid their late feesMy power hasnt been shut off, and they put personally identifiable information in their responseWhy accept payment arrangements throughout the year if they will just this money on top of the late fees I have already paid Complaint #: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The amount in the yellow box on the frist page of the bill is not the amount of the budget paymentThe yellow bow amount is different then what was needed to be paidIn my case, the budget payments that I should have been paying was $The yellow box that tells you the amount due was only $How can the amount due be less then the budget payment amount? Then bill me $ for for a new budget payment amount Sincerely, [redacted]
Dear Ms [redacted] , Our apologies for sending the Revdex.com a response for a different customer The mistake was discovered immediately however we were unable to find in the Revdex.com's system a way to recall the incorrect response Following is the correct response for your complaint We have completed our investigation which included listening to the call recordings when [redacted] called in on 9/and were able to verify that the first agent he spoke to did provide him with the incorrect account number that needed to be paid to prevent disconnection of service We apologize this was not discovered when you called previously We have gone ahead and re-opened account # [redacted] and invalidated account # [redacted] that was created after the disconnection on 10/24/ The reconnection fee has also been reversed The payment of $made to reconnect has been transferred to reinstated account # [redacted] As far as the $deposit, that deposit is still valid as you had previously been charged a $deposit to reconnect service after service was disconnected for non-payment previously on 6/3/ After the correction to reinstate account # [redacted] was completed and payments transferred, the unpaid deposit balance is $ We have created a month installment plan on the $deposit balance with $due 12/14/& $due 1/19/ You will receive an installment confirmation letter for these arrangements The non-deposit balance owing on your account is $broken down as follows: · $for usage from 5/27/to 8/26/ · $for usage from 8/27/to 10/26/ A new statement will generate tonight 11/22/due 12/14/for a total owing of $which consist of the $usage and the $deposit installment As far as your request to be compensated for the hours the power was off, you would need to contact our claims department to file a claim Their phone# is [redacted] PSE does not report disconnections or active credit to credit agenciesThe only thing we report to credit agencies is unpaid closing bills Regards, SH – SrEscalated Complaints Examiner Puget Sound Energy
Dear Ms [redacted] ,A review of your account shows the $deposit requested on 5/21/was waive on 6/23/ Your account balance as of today, 6/28/is $and the due date is 7/3/ Deposits are charged in accordance with the rules we adhere to as a regulated utility which are WAC rules Washington Administrative Code When there have been or more notices issued within a month period accounts are assessed deposits Going forward it is important that you contact PSE before the due date of your bills if you are unable to pay to see if your account is eligible for a payment arrangement to prevent disconnection notices from being sent and/or service being disconnected.Regards,Customer Care
Complaint: [redacted] I am rejecting this response because: Thank you for explaining that these calls are a collection effortThis still does not account for why your system is malfunctioning and dialing our number 5-times per dayIf your system was functioning properly a message or employee would identify themselves and the reason for the callIf the system was functioning properly, it would record that it dials our number 5-times per day, and would record that we pickup the phone to answer The amount of disturbances your system creates in our business is considered harassmentAccording to the Fair Debt Collection Practices Act (FDCPA) the creditor must state who they are, the purpose of their call, and that they are trying to collect a debtAnything else is considered spam and at 5-times per day our attorney believes it to be harassment If we cannot opt out of collections calls, then you need to fix your systemIn the meantime, we will no longer tolerate this level of harassment as we have a business to run Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have an appointment with a meter personNobody tried to reach me and didn't get a hold of meI still think there are over charges There's no way I used $in a month Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: this was the same "canned" response I got from the call agentI'm tired of excuses that hide the real answer "the company made a mistake" period!Never in my service with PSE in the last years have I ever been given an estimate on a billThe facts are these:I called to stop service I paid my final bill and was not told anywhere it was an estimateI assumed they sent someone out to read the meter AND if they couldn't get out that fast I assumed that I would get a bill of overages within daysNot almost The he company made a mistakeI don't appreciate the excuse that they are usingWhen I make a mistake I have to pay the penaltyI made no mistake hereI called to confirm my final bill and stop serviceAgain, had this been addressed within a few weeks I wouldn't be taking issue with itIt's the fact that they can send me a bill almost three months later because of their mistake.They are admitting they failedThey should write the amount offI also still have yet to hear from a supervisorSincerely, [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 after contacting PSE to make a payment arrangement, she received information stating that she had a credit balance on her account, followed by an automatic payment draft of $which she was unaware would be debited from her bank account On March 11, 2016, Ms [redacted] contacted PSE to request a payment arrangement on her account, and one was provided to herShe contacted PSE again on March 23, 2016, to set up a different arrangement, and the requested changes were made On May 23, 2016, Ms [redacted] contacted PSE to again request a payment arrangementShe stated to the agent that she spoke with that she had gotten an email stating that she had a credit balance and that her installment payment would not be taken out, but her account did not have a credit balance and the agent advised her that she did owe a balanceMs [redacted] then proposed a new payment arrangement that would better meet her needs, and the agent agreed to set her up on the new planWhile the agent did deactivate Ms [redacted] ’s prior payment arrangement, he did not enter the new arrangement correctly and it was not saved into the billing systemFeedback has been provided internally for review and additional training for the agent On May 26, 2016, Ms [redacted] ’s past due balance of $was drafted from her bank account on her previous installment plan due date, rather than on her regularly scheduled bill due date of 6/6/This matter has been forwarded to IT for review and corrective action Ms [redacted] contacted PSE in response to the unexpected payment draft, and requested to end her automatic funds transfer for future paymentsThe agent that she spoke with did end her automatic payments, but was not familiar with the arrangements made on the accountFeedback has been provided internally for review regarding this contact We trust that this information will assist in closing the complaintWe apologize for any frustrations Ms [redacted] has experienced regarding this matter Sincerely, Puget Sound Energy
Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionMs [redacted] is disputing her bills for the time period of 10/29/to 1/31/16, stating that she believes that they are too high Ms [redacted] ’s bills for the time period in question are all a reflection of actual usagePSE has received consistent daily reads from Ms [redacted] ’s electric meter and a copy of those daily reads has been provided to her so that she can see how much her daily consumption isPSE does offer tools to assist customers with managing their usageMs [redacted] may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usageAdditionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-to review her energy usage and receive recommendations for lowering her bill There is no indication that there is any type of equipment malfunction at Ms [redacted] ’s addressElectric meters by design do not "speed up" or register additional usage when malfunctioningBy contrast, meters which are malfunctioning will begin to slow down and eventually stop altogether, meaning that customers experiencing malfunctioning meters will see lower than billing, not higher billingIf Ms [redacted] feels that her meter reads are not correct, she may contact PSE Customer Service by calling 1-888-225-to request a meter testShe may request to be present for the test if she would like We trust that this information will assist you in closing the complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of this matter Sincerely, Puget Sound Energy