ComplaintsforPSE&G

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to a customer ********************** representative from PSE&G over the phone at approximately 3:30PM on 11/11/23. I made the call the inquire about multiple letters received in the mail that contradict the fact that I in-fact have Smart Meters installed in my home. I am a renter, however, and not the landlord. I called the find out if something was missing and needed to make an additional scheduled appointment for added hardware. The representative was disgruntled almost immediately because I asked if I was on the line because I was unsure if it was an automated voice menu or a representative. She cleared that up and I apologized and said sorry to ask I don't mean anything by it it is hard to tell when there is a person or another voice menu sometimes so I just wanted to ask up front. With that out of the way I explained the repeated letters in the mail that are confusing because they contradict the service visit where a field technician installed smart meters in our meter room. I asked for some clarification to make sure that these could be read from off-site as I work Monday-Friday and no one is ever home to let PSE&G in. When the lady became frustrated with me because I was asking a lot of questions I got a bit **** but I told her it is nothing personal. It's not her it's just the company. They don't always seem to have their customers' best interests at heart.She said something along the lines of "I can turn off your power instantly while I am logged in to the customer support control panel." At the end of the call she clearly was not happy. I got a funny feeling that she may be the type to actually be spiteful. I do not owe a bill. Nor do I ever. So there is no legal reason to turn my power off and then on I simply just had questions. However I thought what are the odds that this lady is going to get back at me before she clocks out today. Sure enough, at 4:59 PM my power suddenly flashed on and off. Just my unit, not the neighbors upstairs.

  Business response

  11/13/2023

  Spoke with the customer and explained the second letter he received about installing the *** meter was sent out in error, and also his concerns were what the inquiry rep stated to him about the electric meter that we can shut it off with the press of a button on our laptops. That is not true and I explained that to ********************. And that the gas meter we can read it every month there is a device on the meter where we drive by and pick up the reading

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked my credit report 10/31/2023. Once again PSE&G put a bill on my credit report that was paid in full. This is the 3rd or 4th time they are trying to get me to pay this bill. I am filing this complaint because back in 2018 PSE&G were paid in full. I also provided information to PSE&G showing that the account was paid in full.

  Business response

  11/15/2023

  Spoke with the customer about the delinquent account that went to an collection agency. ******** stated to me that catholic charities sent in the payment for the bill. I asked her to send me proof of the payment and she stated to me she has it but after emailing her twice and calling I still have not received the proof.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been dealing with this for almost a year & NEED it to STOP!!!They send monthly energy output reports to force everyone into buying "smart thermostats". They made it clear that this will NEVER stop & there's nothing anyone can do about it.This is different from the usual junk mail that I dump. My account # is on the inside mail. I need to open & remove the account # first to prevent someone from closing or changing my account, AND this will go on forever!!!I emailed customer ********************** on their website, received a follow up that claimed it was fixed & had a survey to give my opinion for the job done. Had to wait a month to see if it was fixed, it wasn't & I reported this in the survey.This was repeated for about 4 months & was again made clear it would never stop. The only thing that stopped was there were no more surveys sent.I'm now writing "rejected, return to sender" for about 4 months now, and still they continue.I am a retired programmer, I designed software/programs/apps, so know that while others are focused on what software "does", as automatically keeping temperature as the owner wants, it can do anything else the company wants, with no way to observe by the consumer.I will NEVER buy anything "smart" because of never being able to know what's happening in the background.When this started I called PSE&G and was told it's a third party sending the emails.

  Business response

  11/01/2023

  
  A Customer Relations Consultant called ****************** on 11/1 and left a message at 3:10pm.  Her concerns were escalated to management that oversees the MyEnergy Report the customer referenced in her complaint.  She confirmed that she has now been removed from that program and should not receive further communications.  She is also investigating why any prior requests to have her removed were not completed.  When the call is returned will review all with the customer and also attempt to get more information about her concerns with 'smart thermostat' (the MyEnergy report does not call out the smart thermostats).

  Customer response

  11/02/2023

  [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

  10/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid ******* dollars every month for the electricity of the house. They told me that they did not read the clock and sent me a thousand dollars. My house is not a workplace, it is a house where only 4 people live Is a thousand dollars electricity fee coming to a house where everyone works

  Business response

  10/13/2023

  Spoke with the customer and all the pictures the customer sent in of the electric meter was higher than the estimates. We did get a reading on 9/27/23 and that reading was higher too. We are changing the electric meters to an AMI for both floors. This is a 2 family home. No adjustment is warranted.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted my landlord on 9/29/2023, the same day I received the most recent bill for $365. The landlord agreed this amount is outrageous and sent me pictures of my meter. I opened CASE-******** with PSEG on 9/30/2023 and until now have not been called back. I only received what seemed to be an automated email reply noting that on 9/26/2023 my meter was read which "picked up a difference." I am still disputing this but they are neglecting to call me. I sat on hold for over 30 minutes on Monday 10/2/23 trying to contact PSEG and eventually used their call back feature by providing my cell number. It's now the 4th business day and still no communication back from PSEG. Please help!

  Business response

  10/06/2023

  Customer received a high bill for September for $365.00 but the one prior for August was estimated. Customer sent me a picture of the meter and the reading for September was incorrect by the meter reader. So the August and September bills were canceled and rebilled and now the customer had a credit balance. The meter change order was canceled

  Customer response

  10/06/2023

  [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. I would also like to thank ALL of you at BBB for your assistance!
  
  Regards,
  
  *************************

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PSE&G is overcharging my natural gas bill. They installed a new Gas Meter on August 30,2023. The next bill for the month of September 2023 was $513.32. That is $293.89 more than the previous month of August 2023 which was $219.43. There is no way we could have used that much natural gas for September 2023. Especially since there was a HEAT WAVE and the weather was mostly very warm. Their claim is that the old meter was running slower since 2007 and we were not being charged enough. This is due to their NEGLIGENCE of not properly watching their billing and letting it lapse since 2007. This equipment is not my problem, but the problem of PSE&G who failed to resolve the problem since 2007. Please help me to resolve this problem that I did not cause, but was caused by PSE&G. I have been paying my PSE&G bills promptly since ****. Thank You For Your Consideration. ************************

  Business response

  10/03/2023

  ****************** meter was changed on 8/30/23 and tested and found to be accurate.  ************** was billed for actual gas usage that was consumed but not billed for.   ************** was given a one time credit of $215 in the interest of good customer relation.

  Customer response

  10/03/2023

  [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

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribe to pseg's "worry free" appliance support program for several household appliances. I've been a customer since ****. Amongst my enrolled appliances is my refrigerator. Last week the unit stopped dispensing ice so I arranged a service call for 09/21. Serviceman came and said I would have to contact manufacturer and use the manufacturer warranty. I called PSEG support and told them this is unacceptable and they agreed to send a repairman on 09/23. This repairman showed up and reiterated that PSEG would NOT honor their worry free contract because the appliance is probably still covered under the manufacturer's warranty. I send PSEG $14.29 EVERY MONTH as an insurance premium for my fridge. Why aren't they honoring their "worry free" pledge. They insist that products under manufacturer's warranty are excluded but nobody is able to show where this is documented, THEY SHOULD HONOR THEIR CONTRACT WITH ME

  Business response

  09/27/2023

  An Appliance Service supervisor has had several conversations with the customer regarding this matter and advised that if PSE&G were to work on the refrigerator it would void the manufacturer warranty and that is why he was referred back to the manufacturer to make the repair.  The supervisor also provided a copy of the companys WorryFree program terms and conditions as requested and advised him that even though he has WorryFree, this would be excluded because it is still under manufacturer warranty.  Throughout the conversations the customer refused to accept the *********************** explanation and policy.  During the last call, he indicated that he would review the Terms and Conditions that the supervisor provided and contact the supervisor directly if he had any questions.  As of 2pm on 9/27 the supervisor has not heard back from the customer.

  Customer response

  09/28/2023

  
  Complaint: 20646712
  
  I am rejecting this response because:pseg charges me $15 monthly for an "insurance policy" for my appliance.  Now that my policy has malfunctioned they want to renege on their obligation to make a repair.  They're dishonest crooks who are relying to one small obscure line in a pamphlet that customers never see when signing the contract.
  
  
  
  Regards,
  
  *****************

  Business response

  09/28/2023

  The company's response remains the same as per the conversations with the Appliance Service supervisor as well as what is referenced in the WorryFree program terms and conditions.  The supervisor previously provided his contact information to the customer if there were further questions. 

  Customer response

  09/29/2023

  
  Complaint: 20646712
  
  I am rejecting this response because:  The issue with my refrigerator was "resolved" because I fixed it myself.  PSEG did NOTHING to make to fix the problem.  All they do is collect the worry free premium that I paid every month for years.
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have already submitted a complaint that was transferred to ******, ** against ************* but I feel both PSE&G and Ambit are complicit in this complaint. Both keep passing the buck and blaming one another. Each says to call the other to be refunded. Fact is I never authorized Ambit to be a third party supplier of energy. I always pay my bills and until recently never really looked through the whole statement, since my wife normally pays it ******** pay. We started looking at the past few days and noticed Ambit has been overcharging us for quite some time, and we don't even know who they are. No one ever authorized them to be a third party supplier, this was done FRAUDULENTLY. I want all the EXTRA costs we paid to be credited to our account. I was asked by BBB to submit an additional complaint based on these comments, so that one complaint goes against Ambit (complaint # ********) and the other for PSEG. I am a senior citizen who feels taken advantage of.

  Business response

  09/28/2023

  Called the customer on 9/21 and 9/27 there was no answer. I left a voice message with contact information on both occasions, and I have not received a call back. 

  Customer response

  09/28/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  Please inform them the best way to reach me is to call ************ or to email me at ********************** please. 
  

  I do prefer written communication rather than verbal but whatever works. 
  
  Thank you ,
  
  ***********************************

  Business response

  10/06/2023

  I called the customer again on 10/3/2023, there was no answer. I was unable to leave a message memory was full. A letter was sent to the customer on 10/3/23 with contact information. I have not received a call back yet. 

  Customer response

  10/06/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  I have already asked in a previous reply for them to contact me at **********. They have neglected to do so. Ambit has why cant PSE&G?

   

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

  Business response

  10/11/2023

  I spoke with ************************* customer was advised he needs to dispute the charges with ************* While he comes to an agreement with ************ PSEG has placed the account on a ****** hold pending dispute. Mr. ********** has my contact information.
  

  Customer response

  10/12/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  although I appreciate pse&g reaching out someone fraudulently obtained my pseg info to set up ambit and Im on my own and they have no accountability in this and now Im sitting here waiting for ambit to choose if they want to resolve this. Im the victim here and was taken advantage of and everybody just pointing fingers at each one another (ambit and pse&g). Why cant they get together and help figure this out  pse&g gladly collected all my money and shared it with ambit all this time..

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

  Business response

  10/24/2023

  I called the customer on 10/18/23, there was no answer. I left a voice message with contact information. Our records show that Mr. Bakogiannis has been with ************ since 2013. 

  Customer response

  10/26/2023

  
  Complaint: 20634310
  
  I am rejecting this response because:
  
  Ambit was set up fraudulently and my wife who doesnt speak or read English well typically just pays the bill. Recently it was very expensive and upon my research I noticed Ambit charges whom *** never heard of before. As BBB can see, rather than try to resolve fraud PSEG AND AMBIT display behavior to brush this under the rug and move on. I want be credited the difference of the past 3 years in overage charges or I will obtain counsel. Im not being unreasonable. Whats more concerning is neither of them care about fraud and I bet Im not the only one.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  PSEG account is under my wife's name, *********************** Most recent case: CASE-******** I schedule a payment monthly on the merchant's website (PSEG) for my utility bill, and have done this for the last 10 years. I scheduled a one-time payment of $211.52 to be paid on 4/28/03. This amount was deducted twice from my ************** checking account on 5/1/23. One of these payments was reflected in my PSEG account, the second payment that I did not authorize, did not reflect on my PSEG account and is still "missing" to this day. I contacted ************** on 5/10/23 and they said they would resolve this. I saw my checking account was credited ****** on 5/12/23 and believed this issue was resolved. I later found out the payment that PSEG received was canceled and returned to me, so I still owe this to PSEG. The second payment is still missing. I have been in contact with both PSEG and ************** for over four months with no resolution. ************** said the second payment was sent to PSEG and they will need to locate it, **** says they do not have a second payment. I am stuck in the middle. I did not authorize a second payment but it appears PSEG made 2 requests for payment. There is a mistake somewhere, but I am not an expert on ACH transactions and cannot determine (and shouldn't have to) where the error occurred. I authorized one payment, as I do every month (and every month since). I have spent countless hours on hold, on the phone, sending emails, gathering statements, etc. I provided PSEG with the trace ID for the missing ACH transaction but I am losing hope that the correct person will ever get that information and help. Although I believe some people want to help, It has been over four months without a resolution. This should not be something the consumer has to spend countless hours working to figure out. I hope I can have some help in getting this issue resolved. All documentation has already been provided to PSEG.

  Business response

  09/25/2023

  Spoke with the customer about double payments that were taken out of his bank account. Customer sent in a copy of his bank statement. One payment is showing returned and the other one was not posted. I gave the customer the credit for that amount for $211.52. There was a payment issue where some customer's were effected from it.

  Customer response

  09/26/2023

  [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. I still find it unacceptable that this took over 4 months and countless hours of my time to resolve. I was told by PSEG that the error was not on their end which caused me to spend many more hours dealing with my bank.  Once I filed a complaint, it is magically resolved in a few days.  It should not be this difficult of a process.

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August, I contacted PSEG regarding service for a range, which we have the worry free protection. A part was ordered. When the part was to be installed, the next tech said another part should have been ordered, and ordered the screen for the oven. When the part was installed, i tried to use the oven. I could turn it on but could not turn it off. I contacted PSEG who sent out a technician that stated he wasnt qualified to fix the issue and just pulled the oven out and unplugged it. The next morning, my entire basement and kitchen smelled of gas. I called pseg who sent out another tech stating we had a gas leak. They shut off the gas and because of this, we were told we have a violation with pseg. If 4 techs were previously here, how did no one detect a gas leak. I was forced to call another plumber to fix the gas leak who stated the issue happened because someone pulled the oven out of the spot too rough. so i call pseg back to fix the oven and also take off the violation. A supervisor called me back last night so we could expedite the appointment as it was unfair i have no oven or stove to use, due to no fault of my own. The customer ********************** supervisor stated a tech supervisor would contact me back last night, this did not happen. Today a technician came out. He stated that if the tech broke the line, then he should have fixed it. He contacted his supervisor, and I was supposed to receive a call back within 3 hours. I never received a call back. I even called in, and left a voice message. This tech ordered more parts. He was unable to clear the violation as pseg requires a galvanized pipe to be put in, which was never told to me that it had to be completed. So i still need to wait for another plumber. And then another appointment with pseg. As a consumer who is forced to use their services, this is completely unfair and unacceptable and I deserve compensation for all the additional money I am being forced to spend.

  Business response

  09/25/2023

  Customer Relations spoke to ************** on 09/21/23 to discuss her concerns.  ************** confirmed she has spoken with an Appliance Service supervisor regarding her concerns and the status of her situation. The customer advised that although we have stated that based on the location where the gas leak was found, that it was not caused by the PSE&G technician moving the range, she did not smell or have a gas leak prior to our visit and believes that we hold some responsibility for the situation she was/is in. 
  
  In reference to her request for compensation, I advised that PS would be willing to consider, and to provide receipts/documentation of her costs for review.  Regarding the status of the stove, the part that we believe will fix the issue has not come in yet, but I will work on getting a status on same.  The violation that we issued will be removed when we return to install the part and the customer is not required to to abide by the recommendation put forth by PSE&G to remove it, as we confirmed that it had already been passed by the City, so no further action is needed.   I advised ************** that I would follow up with updates as they become available and she could forwrad her documents to me at her convenience.  ************** was given Customer Relations contact information as well.  ************** was satisfied with the conversation and will wait for additional updates.  ***9/25/23 update:  parts were received on 9/22 and installed on 9/23.**

*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. ↩