ComplaintsforPSE&G

Electric Companies

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Initial Complaint
06/27/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
How is PSE&G allowed to charge consumers $138 for a broken payment? I made payment arrangement for the first time in January (breaking down the bill into 2 different date of payments, not realizing that it would not be automatically debited from the bank account. In turn, an amount of $138 was added to my bill for non-payment which I think is absurd and I am sure other consumers would agree. Is there a way that fee would be lowered especially for consumers struggling? I would appreciate it if you can look into this. Thanks Account #**********
Business response
06/28/2023
Spoke with the customer about the ******. Customer was on a *** and made a down payment but never paid the next months bill. The remaining balance on the *** was billed to the customer on the next months bill. The customer went on another *** for 100 down and a 6month ***. Also doing an investigation for the electric meter.
Initial Complaint
06/21/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They put a $85 dollar collection bill on my credit and said I owed I closed this account 3 to 4 years ago payed in full wen I called them 3 times they said they couldnt find my account its been closed so long so how I owe $85 dollars 10 PSEG SERVICES THEY CONTACT INFO IS *********************************************************************** THERE NUMBER IS ************ last 4 of my old account number is **** I dont owe them anything and I want this off my credit plz
Business response
06/23/2023
This customer is showing an address of the Bronx **, he is also saying he had an old account with PSEG but the account number he is only 4 numbers. We need more information to look it up. I tried his name, email address and nothing comes up. We need more information.
Initial Complaint
06/20/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
From April 1st 2022 to April 30, ****************************************** ***********, ** and got my power through PSE&G. After receiving my first bill I saw the PSE&G had my unit number wrong. I immediately called PSE&G and compared the meter and unit number they had on file. They assured me that the meter number was correct and I was being billed correctly. In the last month of my lease I realized that there were two separate meter numbers on my bill. I called PSE&G again who stated that I had, in fact, been charged for 2 apartments the entire time I was living in ***********. They stated they would issue me a check to pay back the credit in the amount of approximately $340. I have called multiple times in the past two months and still have not received the check.
Business response
06/21/2023
Spoke with the customer and explained the check will be going out in the mail tomorrow 6/22/23. there was a lock on the account after it was closed. So the customer ********************** reps never removed the lock so the check can be released.
Initial Complaint
06/05/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was on a payment plan with PSEG. I had a problem with a payment so they canceled my payment plan. In order for me to get it reinstated I have to put a down-payment of ******. If I had ****** I would not need a payment plan. Then I questioned why my bill is high and no one is barely home. There is a gate that is often locked where the meter is so I don't know how the readers are submitting a actual meter reading. This whole company is a scam. Over charging consumers and when you ask for help they just want more money. I will pay current bill but I do not have a down payment to reinstate my payment plan. I have kids in school so I need my electricity.
Business response
06/06/2023
Customer receives gas and **********************************************. The accumulated balance is $1619.34. Last payment was $312 on 5/16/2023. Customer has had two payment arrangements in the past twelve months that were not kept.

Company advised customer $400 is the required amount to set up another payment arrangement. Customer agreed to pay $400 today and beginning with July she will pay the current bill, plus $100 for twelve months, at which point the account will be current.

Customer was also advised Meter Reading supervision will follow up with her to review how her electric meter is read monthly.
Initial Complaint
05/08/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
PSEG told me I broke my payment plan and is demanding I pay $1320 by 5/12/23. I have reached out for an explanation on 5/2/23 and have not received a response.At this point, I have overpayed $800 since November towards my PSEG account and I requested those additional funds be paid towards the balance. Still have not received a response.
Business response
05/19/2023
Called ******************** and left a message on the answering machine. ******************** had a payment of $560 due by 4/12 however customer made a payment of $350 on 4/28. Because that payment was received after the next month's bill was processed the payment arrangement was broken. ******************** made a payment on 5/12 and account is in good standing at this time.
Initial Complaint
05/07/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have not received a PSE&G bill since I have moved in on December 2, 2022. I only received a bill for the transfer of service to my new residence. I have a *** home energy assistance and a registered life saving equipment my cpap breathing machine on my account. I called them 2 weeks ago regarding the egregious mixup on my PSE&G account which had an old address from almost 8 years ago. It wasnt even my previous address of ******************************************************. When I asked why my bill was like this for the past now 5 months and only a small print of the service address, as I need my corrected utility bills showing my correct mailing address. The customer ********************** representative said a supervisor would call me and would help me get the corrected bills for the past 4 months. I have not received any communication from PSE&G. Please help me get my address corrected on the current and the previous bills for the past 4 months as I am a victim of identity theft and have an attorney who advised me to file a police report (which I did)and need to prove my identity to the 3 credit bureaus investigating my identity theft claim thank you.
Business response
05/12/2023
Unable to send invoices with corrected mailing address---address has been updated going forward. However, will print and mail invoices to the correct address per customer request
Customer response
05/14/2023
[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
05/04/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a residential electric customer of PSEG and use net metering ****ing every month and am signed for auto **** payment option. My current electric **** (March 23 to April 24) is an estimated ****, which is overstated in my usage and way underestimated in my solar panel production. On April 28th, I sent an email to PSEG providing the correct meter readings for both usage and production. This morning, I called the customer ********************** to be sure that they correct the **** with the correct meter readings I provided. After being on hold for 20 minutes and bouncing around from one person to another department, I was told that they can't answer my call and disconnected. I fully understand that sometimes the utility company doesn't have the manpower to read the meters and has to estimate. However, there has to be some logic to the estimates. The days are getting longer thereby reducing the power usage and increasing the power production. If they had used my last **** to estimate the current month's ****. Anyhow, to control my monthly budget, I can't afford to pay the wrong charges PSEG will deduct from my bank account. Therefore, I request PSEG to correct my current **** with the correct meter reading I sent them in my email. Any help would be appreciated.Thank you.
Business response
05/05/2023
Spoke to the customer and he stated to me the issue has been resolved. The bill was estimated high customer sent in a reading and the bill has been corrected.
Customer response
05/05/2023
[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
05/03/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a worryfree contract with PSE&G.I have had it over over 10 years.I purchased a new worryfree contract for my washing machine.PSEG required a 14 day wait period before a claim can be made.I made an appointment after the wait period.When the technician arrived this afternoon, I told him I had an issue with the agitator in the machine.The first words out of HIS mouth was that this issue happened more than 4 days ago.He then states that this issue must be 6 months old and I would be charged $175 for the part.PSEG in their rules and regulations state that once you purchase a worryfree contract you need to wait the 14 days before filing a claim. The rules do not mention that the service technician will be responsible for making a determination on when the issue started.When I asked him to clarify why the part would not be covered, he stated that I SAID THAT THE ISSUE STARTED 6 MONTHS AGO. Those words NEVER came out of my mouth.I told him I was very upset and would cancel my worryfree contract for all 3 appliances.But after further reflection, I don't feel like this issue was not handled professionally.I have spent approximately $400 a year for over the past 10 years on worryfree contracts.When I purchase a new contract on the washing machine and follow the rules established by PSEG, I find it unexceptable that I am refused service.I would like someone from corporate to call me to get this resolved.
Business response
05/17/2023
Customer admitted to Appliance ********************** Supervisor and in complaint description that this issue has been going on for months. According to terms and Conditions of the WorryFree *******************, washing machine in this case, must be in good working order when the contract is purchased. Service supervisor explained to customer. ********************** Supervisor attempted to resolve by offering to install the agitator dogs under the worry free contract, but charge the would be responsible for the part and labor costs associated with the water level system. Customer refused.
Customer response
05/17/2023

Complaint: 20015092

I am rejecting this response because:
When the technician arrived I mentioned that the agitator was not working. He said that it was a normal wear and tear item and was not covered and would cost $75.
I then mentioned that at times the washer over fills or under fills. I did not mention any time frame. The technician said that it would be covered and he would order me the part.
When I questioned why one was covered and not the other, he said that the agitator would have broken down over a long period but the filler part could have broken down at any time?????
At that point, I told him not to bother ordering the part as I would be cancelling ALL THREE OF MY MAINTENANCE CONTRACTS.
I filled out a BBB complaint to make sure there was a complaint on file.
When the company called me back:
The representative told me that he would cover the cost of the agitator since it was only a $5 part.
He said I would need to pay for the filler component. When I asked why, he said that I said that the part broke down months ago. I never told anyone that the part broke down months ago. It may be an assumption on their part???

This complaint can be closed as being unresolved due to the fact that the technician and the representative gave conflicting responses including pricing. Since I have cancelled my contracts with them I am no longer seeking anything from the company but want the record to show how deceptive the company can be.

Regards,

*****************
Initial Complaint
04/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am disputing bills from Public PSE&G for the time period of February 2022 through September 2022. For property located at *************************************************. This property has been vacant an unoccupied since January 2022 when after Hurricane ***, the Tenant of 24 years were unable to re-open their store having lost everything after the f. I have attempted to resolve this issue with PSEG and the Board of Public Utilities. Both entities have relied solely on the results of a meter test to invalidate my dispute. The ******** for the period in question were estimated at a time when the property was vacant and had no equipment other then overhead lights (which remained off) the A/C was not in use and heat was set at 58F. PSEG had no access to the meters and could only have read them in-person if they made arrangement to be let inside. By the time PSEG forwarded the bills to me since the tenant had left the balance were thousands of dollars. I inspected the meters only to find them spin at an alarming rate all day and nigh. I recorded the meter continuing to spin and I turned off both mains power switches to the building and the meter did not register differently/, it did not slow at all -let alone stop.I sent all of this information to PSEG. I have provided video of all meters, pictures and statements from PSEG employees who were at the property who witnessed and confirmed the meters behavior. On the day the meter was replaced I demonstrated via pictures/video how the new digital meter, once installed demonstrated little variation and the display seemed to remain static . When all electricity was turned-off, the meter display responded. From that point forward the bills decreased significantly and appear proportionate to the amount of electricity consumed. The replaced meters more accurately depict the limited usage and I continue to pay each current month's bills. Nonetheless PSEG continues to bill for that back period and have issued a SHUT-OFF notice.
Business response
04/11/2023
Company has addressed this with the customer multiple time and has been advised that the bill is correct. This is a commercial account and is not billed the same as a residential account.

The account was established on 2/4/2022. Prior to this date actual meter reads were obtained 1/31/2022. The gas billing on the account is based on all actual reads. The electric was estimated 3/4/2022 - 9/1/2022. On 9/15/2022 the electric meter was changed and an actual read was obtained at that time; the index was 60518. The estimated read on 9/1/2022 was 60504. It has been explained to the customer that the actual read is higher than the prior estimate and the billing is correct.

The removed meter was tested on 10/18/22 and tested accurate at ***** percent. Written results were forwarded to the customer on 12/13/23.

Customer also contacted the ***** regarding this. The required information was provided to the ***** as well.

Account balance is $2109.90 with a past due balance of $1722.66. There are two payments on the account since being active. Customer previously advised the ********************** that she will continue with her dispute. Company's position remains the same - the bill is correct as is and no adjustment is warranted.
Initial Complaint
04/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have reached out to find TYPE of smart meter pseg intends to install. They refuse to answer. We asked if it charges more for peak hrs. They refuse to answer. They said if we dont get one we will b charged additional monthly fees. That is bullying plus they have monopoly. It seems very wrong. Please b aware!! I do not want a SMETS1 meter as they have problems.
Business response
04/13/2023
PSE&G is installing a ******+Gear FOCUS meter which uses Gridstream Secure Network, not the SMETS1 meter the customer was concerned about. The customer is on the residential (RS) rate and the smart meter does not charge more during peak hours. The smart meter is installed in the same location as the existing electric meter. The meter was installed at the customer's residence on 4/12/23. A PSE&G Customer Relations Consultant spoke with the customer on 4/13/23. The customer confirmed speaking with a field technician who was able to address her questions. Unfortunately, the representative in Customer ********************** who the customer was originally in contact with has not been provided with specific details regarding the smart meters and was unable to address the customer's questions. The Customer Relations Consultant apologized for the customer's experience and credited the account $25. The customer is satisfied at this time. Thanks.
Customer response
04/13/2023
[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,

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

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