ComplaintsforPSE&G

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever since PSE&G forced my house to have a "smart" meter, my PSEG bill has been astronomical. We have had nothing extra put into our house...im not sitting in a jacuzzi for hours everyday...in fact, I have 4 less people in my house since this meter change has been forced upon us. This month, my electric bill is $952...not 9.52....but $952 !!!!!!!! That is an insane amount of money for a small cape cod in ******, **. My mother has a house that is twice the square footage, and has 6 people living in it and her bill was only $350. How in the world can mine be that much higher!!!! and its been like this only since they switched my old meter with this stupid new meter...in fact, they have switched the new "smart" meter with another one, because even the billing people see that is way too high for my house and 4 people living in it. I would like PSEG to send out a supervisor to check everything outside to see if we are being charged for other peoples power !!! Thats all i ask is that they send out a professional to look to see what in the world is making my bill this huge!!!

  Business response

  08/07/2024

  called ********************** 07/29 and today 08/07/24. spoke with customer briefly today. customer was at work, she will call me back later today when she's available.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PSE&G sent a contractor (CCI) to do a meter replacement at my home. I was not made aware of this before the work was done. The contractor trespassed on my property, illegally dumped litter on my property, and damaged my properly with electrical surges caused by the replacement process. I contacted PSE&G and advised them of the situation. I was promised a supervisor callback within 24hrs and nobody has called me regarding this as of yet.

  Business response

  07/26/2024

  This matter was escalated to management for the team over meter changes and the contractors responsible for doing the work.  A supervisor called the customer on 7/24 but he was not able to speak at the time and requested he call back.  The supervisor called back the following morning (7/25) and left a message.  When the call is returned, the supervisor will discuss the customer's concerns and work to resolve the matter.

  Customer response

  07/29/2024

  
  Complaint: 22009177
  
  I am rejecting this response because:
  I spoke to the supervisor and requested a callback at a convenient time. A callback has not been received to date. A claim 2407240030-001; Claims Web Form ************ has been opened for the damages caused. Subsequent requested photos have been sent. I am awaiting this to get handled and a supervisor callback to address how this occurred and how to keep it from ever occurring again.  Thanks.
  
  
  Regards,
  
  *****************************

  Business response

  08/02/2024

  The customers claim has been received and will be forwarded to ******************** (CCI) who performed the job in question.  CCI will investigate and follow up with the customer.
  Also confirmed with Customer ********************** management that a supervisor did call the customer and left messages on 7/***********, 7/************ and also on 7/31.

  Customer response

  08/02/2024

  
  Complaint: 22009177
  
  I am rejecting this response because:I have not heard from anyone yet from CCI and I received no call from a supervisor as promised. This would be incorrect information.  Thanks.

  
  
  
  Regards,
  
  *****************************

  Business response

  08/08/2024

  CCI has made contact with the customer and an investigation has been scheduled for 8/9 between 8am - 12pm.

  Customer response

  08/08/2024

  
  Complaint: 22009177
  
  I am rejecting this response because: CCI has reached out to me but there has been no resolution to all the matters at hand.  I should be dealing with PSE&G directly in this matter and not CCI as I have agreed to do no business with CCI and they are a contractor of PSE&G.  I am cooperating with CCI but I expect PSE&G to take full responsibility for the damages and issues caused by their contractor on my property.  Thanks.
  
  
  
  Regards,
  
  *****************************

  Business response

  08/14/2024

  A Customer Relations Consultant spoke to ******************** on 8/14.  Customer spoke about his ongoing skepticism with how CCI has handled his claim, and specified most recent interaction from 8/9. I apologized for his experience and explained the existing process between CCI and PSE&G's *********** is that CCI investigate and resolve matters/claims such as this.  The customer said he was led to believe that this would all be resolved by now.  At this time, the claim is still open, so the Consultant respectfully asked that he allow the process to play out.  ******** agreed, but said it is imperative that this get resolved ASAP.  The Consultant advised she would provide the feedback to management and reiterate the importance of quick resolution.  The Consultant also provided her directly contact information as well.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  not sure why i have a bill for 110 for months i already paid my meter will be off thermo til i move i want out of rat race NO Calls no time mail me an explanation of charges NO CALLS. no time.

  Business response

  07/08/2024

  Hello,

   

  The bill that you received for services at ************************;HOPEWELL TWP MER NJ.  The bill that shows a balance of ****** is for services that has been rendered to you from : April 03, 2024 to May 31, 2024. Another bill has generated and that bill is ******. The service dates for this bill is June 01, 2024 to July 01, 2024. This bill includes the past due balance of ****** along with your current charges which is  ***** and a security deposit of *****. On your previous account there was a credit of ***** that was transferred to your new account. This is how your total is currently ******. You made mention to moving in your complaint. If you need your service to be disconnected at this location you will need to call customer ********************** at ************.

   

  Kind regards,

  Customer response

  07/09/2024

  
  Complaint: 21930509
  
  I am rejecting this response because: no reason for security deposit....dont have it going to BPU i also challenge ***** and this explanation is not clear. please mail me itemization i have no phoine no reason why i have secureity deop charged. and i have no phone so tell me how to cancel once ready not opaying nor is there any reason to charge me sec deposit as sych i will go to BPU file complaint
  
  
  
  Regards,
  
  *************************

  Business response

  07/19/2024

  Hello,

   

  First I will like to address your balance. At this current time you have a balance of $38.31. You also made mention to canceling services and you are not able to place a call into customer **********************. You can go in your local PSEG walk in center and a representative will be able to help you with closing your account when you are ready.

   

  Kind regards,

  ***************************

  Customer response

  07/22/2024

  
  Complaint: 21930509
  
  I am rejecting this response because:
  i want meter read so making complaint to BPU they keep ignoring that i have no car when i am ready i will cancel all thanks ut i want meter read you will close thuis and iw ill complain about you i want meter read. This is as anticipated useless so i have no balance until they verify balance.
  
  
  Regards,
  
  *************************

  Business response

  09/26/2024

  Companies position remains.  

  Customer response

  09/26/2024

  
  Complaint: 21930509
  
  I am rejecting this response because: no idea to which this refers none. i am moving out of this corruption given we all live oh so long i am out changing wha ti can NJ politics no. i wont be walked all over so what ever this refers to i will do what i must as i see fit to protect myself
  
  
  
  Regards,
  
  *** *********

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service requests ********* and ********* for new electric service was approved by PSE&G on 9/6/2022 These services require PSE&G provided transformers be installed in a customer supplied vault room.The construction of the vault room was inspected and approved initially on 3/22/2024 After that date, there were numerous site visits over the course of 2 months where different PSE&G representatives re-inspected the transformer vault and pointed out other, sometimes contradicting issues one or two at a time, and when they came to inspect for whatever they requested they pointed out other things, etc. etc.Finally the Transformers were delivered by PSE&G on 5/31/2024 and ****** DOB approved the wiring and sent the required Cut In cards to PSE&G on 6/14/2024. PSE&G inspector was on site 6/17/2024, but did not have all the internal (PSE&G) information or documentation to continue the process.Since then, after numerous attempts to contact them. we received an email that stated it would be 2-3 weeks to energize the service AFTER the electric meters were installed, without any information on when the electric meters would be installed.We have an 80 unit apartment building that's ready to occupy pending PSE&G energizing their transformers and have not been able to get an answer on when it will happen.This delay has a cost above $1,000,000 to date.

  Business response

  07/17/2024

  On September 8, 2022, the customer applied for a three phase, 120/*******, 3000 amp service.
  On September 22, the electrician had a site meeting with an Engineering Technician (****) and the site plans were provided.
  On November 3, the **** answered the Electric Service Inquiry as service available, with the customer required to build a vault room for the transformers and to contact the area meter technician for all inspection and meter questions.
  On December 23, 2023, the customer requested an additional three phase, 120/208 volt, 200 amp fire pump service.
  On January 28, 2024, the same **** answered the request as service available and to contact the area meter technician for inspection and meter questions.
  Following this, there were multiple site meetings and discussions between the electrician, the **** and the area meter technician that primarily focused on the construction of the vault room to ensure that the customer adhere to the required PSE&G specifications and dimensions.
  On May 31, the transformers were installed in the vault room.
  On June 17, the area meter technician visited the location and notified the customer that PSE&G received the cut-in card for the fire pump service but not for the main service. He also requested wiring inspection applications, which had not been submitted.
  On June 18, the municipal cut-in card for the main service was received.
  On June 20, wiring inspection applications were received. 
  On June 21, the **** visited the site however due to the customers personal lock installed on the door he was not able to access the vault room.
  On June 24, a customer relations consultant emailed the division asking for the status of the job.
  On July 1, the customer removed their personal lock from the door of the vault room and that day the service passed all PSE&G inspections.
  On July 2, the meters were installed.
  On July 9, the new service was cut-in and later that day a supervisor spoke with the customer and notified him about the update. He thanked the supervisor for the follow up call.
  
  Please note that the area meter technician was on vacation on June 19 and 20 but unfortunately did not set up an out of office voicemail. This matter was discussed and reviewed with the meter supervisors and all the meter technicians.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i declared bankruptcy listed you on petition yet my account has not changed moving soon i question my bill at 60 dollars this month use nothing. never here. so i will need a re read and my account changed to bankruptcy acct as is appropriate.

  Business response

  06/26/2024

  Hello,

   

  I have made a few attempts with contacting you. A few voice messages were left. I was able to get your matter resolved. The account ending in 8207 is no longer active. A new account has been established for you. The new account number is **********. 

  Should you have any other questions or concerns please feel free to give me a call at ***********************.

   

  Kind regards,

  Customer response

  06/26/2024

  
  Complaint: 21799495
  
  I am rejecting this response because: i got one message only and have asked for no calls i am moving within 6 weeks explain what account was changed and why nothing is resolved until i know meter read is right in the world of consumerism i say when its resolved not you further no calls. send letter. no time . for the one call you made.
  
  
  
  Regards,
  
  *************************

  Business response

  07/02/2024

  Hello,

   

  The account number that was provided to you is your new account number. That will be the account number that you will need to use going forward until you move to another location. The issue with you still having the old account has been resolved. It has been cancel due to your bankruptcy. Should you move from this location you will need to call into customer ********************** to have your account closed.

  Customer response

  07/09/2024

  
  Complaint: 21799495
  
  I am rejecting this response because: cant keep answering nnonsense filed complaint with BPU and AG and consumer affiars cant wait to get out of here. no reason to pay sec deposit  wont . BPU should be in touch read meter again 88 is too high ihave no account number.  no rationale consistent with CP as to charging sec deposit
  
  
  
  Regards,
  
  *************************

  Business response

  07/10/2024

  In the interest of good customer relations the deposit has been removed from the account.
  

  Customer response

  07/10/2024

  
  Complaint: 21799495
  
  I am rejecting this response because: no good customer relations its consumer protection rights . i want meter re read and explanation if there is service charge and to move who when needs to know
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved and my old account had a credit on it. I called the customer ********************** to have it applied to my new account and they said they will have it done for the next billing cycle. However the next billing cycle has come and they have not credited my account with the new address and my old account does not appear in the log in anymore. I have not received the check or credit from my old account,

  Business response

  06/11/2024

  Hello,

  I was able to look on your account and see that a check was issued to you in the amount of *****. The check was sent to your old address. I do apologize for this.

  A request was placed to have the check cancel and to have the credit placed on your new account. Please allow 1 to 2 billing cycles before seeing the credit reflected on your new account.

   

  Kind regards,

  ***************************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an AC unit from PSEG. Since then they have been here many times and made repairs and freon. There is a leak which they have been. unable to repair. In June 2024 warranty will expire. I would like a replacement. I am a senior and cannot afford to continue to pay for a defective product.

  Business response

  05/03/2024

  Air conditioner replaced in 2019. Multiple issues. Air conditioner will be replaced under warranty on 5/13/2024, per customer's convenience. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been charged on a closed account. I moved out. I told them I moved out. They have my contact info. They made no attempt, sans sending a bill to the house i left, to contact me. This is absolutely unacceptable. They even sent their phatom charge directly to a collection agency. After confirming pse&g does this, as a matter of policy, I paid the collection agency. I would like a refund of the nearly 150 dollars these dishonest actors just stole from me. I was not told about a final bill and had no ability to pay this. Their online portal doesnt even show it. Sending an account to collections injures the credit score. I demand restitution. I demand an apology. I demand they fix thier system. They are a utility not a free enterprise.

  Business response

  04/26/2024

  Spoke with the customer and he closed his account on the PSEG website and never gave a forwarding address to mail the final bill to. The account was closed on October 31st,2023. Customer is stating we should have contacted him once the account closed, I explained we do not call customers after they close their account. I also stated that if he closed the account with a customer service rep then we would have asked for a forwarding address, customer got upset and hung up. also the customer removed the direct debit at the same time he closed his account. That is his final bill from Oct 5th to the 31st of October.

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not remove my auto bill pay from the account. 

  I was not asked to provide a new address for a final bill.

  I was not informed there was a final bill.

  I did inform the company I was leaving. They did have altnernate contact informarion pn record with them.

  sending a billing notice to a location you know the client has left is ridiculous. 
  
  I was called at 9 am by a woman who's job was clearly defend the actions of pse and g.

  Even when I told her it's not in your companies interest to pay for collections agencies when people can and will pay you if you just meet bare minimum standards of conduct as a buisness. It is not my job to know how their system will work. It is their job to honestly do buisness with people with whom they have a contract.

  I reiterate it is unacceptable to send a bill to a location pseg knows I left and expect me to know its there. This is corporate lazyness defended by bad actors.
  
  Regards,
  
  **** ******

  Business response

  05/06/2024

  Customer closed his account on the PSEG website. Customer went on 10/24/23 and unenrolled in auto pay and then on 10/31/23 he closed his account. PSEG does not contact customer when they close their account on the website to see if they received their final bills. When they close it themselves they have to update the mailing address.. So *** ****** did not speak with anyone at the company when he closed the account on his own on the website. he only called because the balance went to a collection agency. if he called in and spoke with someone we would have updated the mailing address and also would have never canceled the auto pay.

  Customer response

  05/07/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ******

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to set up service at the above address to accommodate me moving into this apartment April 1st each time I sent over the documents PSE&G requested they asking for something else so far I have sent over my new lease first and last ********** of address and two from of ID and they still cant make a decision if theyre going to turn on the light April first when I move

  Business response

  03/26/2024

  After speaking with *************************** and reviewing the documents submitted. It was determined to proceed with the transfer of service at *********************************************************** as of April 1st, 2024. The customer is satisfied and has no further questions. 

  Customer response

  03/26/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Times have been hard as a small business owner since covid the last 2 years have been a really rough I called to set up a payment arrangement they told me that I have to pay half of the bill if I could do that I wouldn't need one its like we are being punished for being a small business I just would like help so I can resolve my bill. I don't like to have any problem that I have to call in the customer ********************** reps are know for talking at you you and not to you most are very unpleasant and unhappy that they are working. I just would like to get back on track I feel as thought I have some type of block on my account.Thank you have a blessed day

  Business response

  04/02/2024

  Called customer on 4/2 and left a message on the answering machine.  Customer has a balance of $1033.69 and her last payment was 9/2/23.  company will assist customer with her concerns when she returns our call.  A courtesy hold has been placed on the account until 4/5/.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩