ComplaintsforOrange and Rockland Utilities Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account is on auto-pay.I have a credit in the amount of$608.03 and they are refusing me the full refund unless I provide them with a copy of my bank statement, which doesn't make sense because their records show my bank. I have received refunds in the past and there has never been a problem. I see no reason for them to need a copy of my bank statement,

  Business response

  07/31/2024

  Company Response:  ******************** is unwilling to comply with company policy in providing bank statements to verify payments made within the last 30 days were withdrawn from her bank account. Payments made,which have accrued a credit balance, that are outside of 30 days old have been refunded to her in the amount of $307.36, as is standard procedure since the utility is not repository for excess funds.  The remaining credit can be refunded once bank statements are provided, or payments are over 30 days old.

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Orange & Rockland is refusing my full refund because I refuse to show them my bank account. My account is on auto pay and a payment goes out from my bank every week. Orange & Rockland can see my bank name and the payment amount of the weekly payment. I spoke with a ******* who stated I need to prove the payments were made.., which is ludicrous because their systems shows the pmt amount and my bank. ******* stated that O&R hasn't reconciled and therefore won't issue the full amount. I stated to ******* that because of the identity theft and that it is my personal bank account I am not providing my bank information. Also, I have had a credit on my account for a number of years and O&R has NEVER NOT received FULL and complete payment by the due date. Hence,  I have acredit due to my OVERPAYMENT..,And my payments have never been  refused for lack of appropriate funds in my account.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  08/05/2024

  ******************** was advised of current company policy as it pertains to refunds.  A refund of excess account credit will be returned with 1) proof that payment has cleared her bank account OR 2) after a ****** period from the date payment was received by Orange and Rockland Utilities,Inc. ******************** refuses to accept either option.  The utility is happy to assist ******************** with the refund once she advises which option she would like to exercise. 
  

  ************************ account is currently enrolled in the Budget Bill ********** is a levelized payment option, reviewed every four months, over a 12-month period.  With the levelized amount, ******************** is aware of her monthly charges and submits weekly payments over and above the billed service totals.  The excess credit is caused by ************************ monthly over payment.  To avoid the need for refund, the levelized billing amount should be divided by four for weekly payments.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For many months ORU did not bill properly. we requested many times that they bill us but they didn't. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop ACH from our account. that did not happen since we paid and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.

  Business response

  03/19/2024

  Customers original complaint: Billing or Collection Issues
  For many months ORU did not bill properly. we requested many times that they bill us but they didn't. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop *** from our account. that did not happen since we paid and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.
  
  Utilities Response
  Orange & Rockland Utilities, ***** (O&R) was advised on February 28, 2024, by the Better Business Bureau (BBB) that a complaint was posted to their website,referencing your concerns.  Since reviewing the concerns, O&R has maintained contact with you both over the phone and via email.  You have also been provided with a direct contact number to the Executive Staff.
  After reviewing your concerns, we determined that your payment of $60,089.73 was distributed to the 11 sub accounts enrolled under your master summary billing statement, as directed.  The payment cleared the account balances of the 11 sub accounts and payment allocations are confirmed on each of those accounts.
  As further confirmation to your requests, the *** payment method has been removed. O&Rs ********************* is working to verify if payments made on the subaccounts are reflected on the master account billing statements. The Executive Staff will maintain contact with you on all concerns.  
  We appreciate your feedback.  Our customers and their experiences are a priority at O&R.  I hope that you have only positive experiences with O&R, in the future. 

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  So far the issue has not been resolved. Im still waiting for ORU to post my payment to my account and update my balances.

   

  Thank you,

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

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  04/05/2024

  Customers Statement of the Problem:
  For many months ORU did not bill properly. We requested many times that they bill us,but they did not. Once ORU did bill we owed a large amount which I requested to be paid in installments and they stop ACH from our account. that did not happen since we paid, and they also took out the money from our bank. I tried calling multiple departments multiple times but was told that someone will get back to me which never happened yet.
  So far, the issue has not been resolved. Im still waiting for ORU to post my payment to my account and update my balances.
  
  ********* ******** ***** ****** * ******** ********** **** ***** *** ******************************* ***** ***** *** **** ******** ******* ** ********** *******
  
  
  The Better Business Bureau (BBB) notified Orange & Rockland Utilities, **** (O&R) on March 29, 2024, after your expressed concern was unresolved. Executive Staff made two attempts to contact you on March 29, 2024 by phone to discuss our findings and adjustments. Two separate voicemail messages were left requesting a callback. O&R was not afforded the opportunity to discuss these changes prior to your escalating with the BBB. 
  Since receiving your initial BBB complaint on February 28, 2024, Executive Staff has remained in contact providing you with an in-depth explanation of the back billing that occurred from November 2023 to December 2023 on the Master Summary Account which hosts 11 sub-accounts.
  The focus of your escalation relates to a payment of $60,089.71 received by the utility and allocated to the individual sub-accounts. Although the master statement did not reflect your payment, Executive Staff reviewed your February 6, 2024 billing statement with demonstrating allocations made on each sub-account totaling the $60,089.71 check payment.
  Customer Accounting completed an analysis of the Master and all sub-accounts resulting in a reallocation of the $60,089.71 as a lump sum payment back to the Master summary account. The payment redistribution on the account and waived late charges will result in a credit on this account just under $100. Going forward, payment transactions will display on the Summary (master) bill statement only and the sub-accounts will only reflect individual account usage details.
  Thank you for the opportunity to research and resolve you concern.
  Regards,
  Orange & Rockland Utilities
  **********************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been in contact with oru customer service over the past few weeks, in regards to the payment arrangement / Budget billing I have on the account, I have been sick and in the hospital over the past few months, my social security has been help up over date inaccuracies that have been finally resolved, I have sent information in and they keep asking for more and more, I just need the arrangement and whatever that is needed re-adjusted so I do not need to make a payment of over 4k and stay at risk of being disconnected, here is my last email to them, please also note I am disabled and have terrible phone service at my house, I am in the process of figuring out how to fix this, email is the best form of communication I kindly request that this matter be escalated to a supervisor. While I am diligently working on gathering all the documentation you requested, I must emphasize that I have been hospitalized for the past few months and only recently discharged. The ongoing back-and-forth and worry of disconnection is significantly stressing me out, adding unnecessary pressure to an already challenging situation.I have already provided bank statements, letters from social security, detailed income versus expenses breakdowns, verification from my pension, and pertinent medical documents. My sole request is for a feasible payment plan to address the substantial balance owed. Additionally, I have applied for assistance through various channels including HEAP, People for People, ******************* Catholic Charities, and OC ********** Unfortunately, each organization is redirecting me to the others, resulting in a frustrating cycle of seeking assistance.I can make monthly payments since social security will resume in the next month or so, and I will continue to get my pension, I just do not have the large sum that is being asked Your understanding and prompt attention to my request for a payment plan would greatly alleviate my current stress and financial burden.

  Business response

  02/29/2024

  Customer Dispute
  I have been in contact with oru customer service over the past few weeks, in regards to the payment arrangement / Budget billing I have on the account, I have been sick and in the hospital over the past few months, my social security has been help up over date inaccuracies that have been finally resolved, I have sent information in and they keep asking for more and more, I just need the arrangement and whatever that is needed re-adjusted so I do not need to make a payment of over 4k and stay at risk of being disconnected, here is my last email to them,please also note I am disabled and have terrible phone service at my house, I am in the process of figuring out how to fix this, email is the best form of communication I kindly request that this matter be escalated to a supervisor.While I am diligently working on gathering all the documentation you requested,I must emphasize that I have been hospitalized for the past few months and only recently discharged. The ongoing back-and-forth and worry of disconnection is significantly stressing me out, adding unnecessary pressure to an already challenging situation. I have already provided bank statements, letters from social security, detailed income versus expenses breakdowns, verification from my pension, and pertinent medical documents. My sole request is for a feasible payment plan to address the substantial balance owed. Additionally, I have applied for assistance through various channels including HEAP, People for People, ******************* Catholic Charities, and OC Fuel Fund.Unfortunately, each organization is redirecting me to the others, resulting in a frustrating cycle of seeking assistance. I can make monthly payments since social security will resume in the next month or so, and I will continue to get my pension, I just do not have the large sum that is being asked Your understanding and prompt attention to my request for a payment plan would greatly alleviate my current stress and financial burden.
  
  Utility Company Response
  I reviewed ***************** account history and current account balance prior to contacting him.His budget bill amount is $593.00. His payment history has led to an outstanding balance that will require arrangements to pay it down.
  **************** did mention in his narrative, he is receiving a pension along with pending disability payments. This such assist him with staying on track.
  I attempted to contact the customer by phone on two separate occasions. ****************** did respond by leaving a voicemail message. He requested all communication going forward, by email.
  Based on his balance, we can ***** him a new payment arrangement with reasonable terms based on his current financial circumstances. The new down payment offered is lower than originally requested.
  I emailed the new terms along with the deadline date to activate this payment arrangement. He agreed by email, the down payment would be in place by the deadline.
  We welcome the opportunity to assist all Orange & Rockland Utility customers with their concerns. Should he need assistance in the future, he was provided my direct contact information.
  Regards

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Continued letters threatening final termination after bill is automated for payment on the due date. These letters are coming after the bill has been paid and the money has been taken from my account and was applied to *********************************************** Utilities. I have requested this stop repeatedly to no avail. I do not understand how you can send a letter stating a bill is due when the money has already been paid and received.

  Business response

  02/15/2024

  After speaking with ************** on January 31st, ****, I informed her that a fix has been requested but we are unsure on completion time. If she should receive any other letters after our conversation, I ask that she ignore them until we can get them to stop. There have not been any letters mailed after speaking with ************** on January 31st, ****. 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning on December 26th Orange and Rockland came to my house and disconnected my meter. They came to my house without my knowledge and are not willing to connect my service. I am current on all of my billing and they have to excuse to cut my service. I have 4 children in the house that are cold and all the food in the fridge has gone bad. This is the 3rd day without power and I do not know what to do. Their reason for disconnecting my service is not valid. Im told that their was a alarm on the meter and that it was burnt/damage I asked for proof and they are not willing to provide it. I also took picture is my pan meter outside and their is no sign of burnt/damage. The only people that come and touch the meter is Orange and rockland and every time they come they make it worse especially after upgrading to the smart meter. Please advice me on what to do, it is winter time and my kids are home freezing during this winter break.

  Business response

  01/12/2024

  Customers Complaint - Narrative
  On the morning of December 26th,Orange and Rockland came to my house and disconnected my meter without my knowledge and are not willing to connect my service. I am current on all my billing, and they have no excuse to cut my service. I have four children in the house who are cold, and all the food in the fridge has gone bad. This is the third day without power, and I do not know what to do.
  Their reason for disconnecting my service is not valid. I am told that there was an alarm on the meter and that it was burnt/damaged. I asked for proof, and they are not willing to provide it. I also took a picture of my meter pan outside, and there is no sign of anything burnt/damaged. The only people who come and touch the meter is Orange and Rockland, and every time they come, they make it worse especially after upgrading to the smart meter.- Please advise me on what to do; it is wintertime, and my kids are home freezing during this winter break.
  

  Utility Response
  The AMI Smart Meters are not only designed to communicate customer reads, but high and low voltage instabilities as well as temperature fluctuations in the meter itself. These notifications alert the Utility to safety concerns within the customer-owned meter pan. ********************** &********************** was dispatched to the customers home at ************************************************************ four times, over the past fifteen months.
  **** *********************** System)is designed to notify Electric Meter **************** of any temperature readings above the 170-degree threshold.
  On April 14, 2022, Meter Operation responded to a hot-socket notification at his premise. Upon arrival, the temperature readings on the phase 2-line side were 280 F. This was 110 degrees over the threshold. The electric meter was pulled with minor melt on the prongs and the blades were discolored. We installed a new meter, and the customer was advised to hire an ************************* to upgrade the electrical service. The extreme usage led to an overload of the service, resulting in electric meter damage. The customer admitted to using multiple computer servers for mining bit coin.
  On May 16, 2022, Customer Meter Operations was dispatched to ******************** residence for a hot-socket notification. The readings at that time were 185 degrees. At that time, we explained to ******************** if we are called out for another hot socket, we will pull the meter and terminate the service.
  A new meter was installed for the second time.
  On July 5, 2023, again we went out to a hot-socket alert, temperature reading at 179 degrees. We checked the meter and left the service on.
  On December 26, 2023, again we went out and this time we found burn damage, and the meter pan jaws were found spread apart. The electric meter was removed, and Underground Operations cut the service.
  The meter pan required repairs by a licensed electrician. O&R required a Fire Underwriters certification verifying electrical repairs have passed inspection. On December 29, 2023, the Utility received the inspection certificate, installed another new meter, and Underground would tap on service.
  The safety of our customers and the community remains our number one priority. The **** system is working as it was designed to work.
  The exposed meter pan that ******************* photographed of was only accessible during the electricians repair.was working on it. Once a meter is removed by the utility our policy is to blank them off the meter pan for safety.
  This ongoing circumstance can be corrected in two ways. Either the customer reduces his load, or he upgrades the existing electric service.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off account # *********** in March of 2023 and took over the account for my address *************. As explained at the time there was no other option but to pay the old account off in full in order to open a new account and take over payments. I made 2 payments of 300 and 133 to clear the debt and close the account.O&R updated their internal systems at some point between March and now which converted the old account # to *************. I believe this may be the root of the problem.As I still live at the address, the old holder of the account was sent a letter stating they owed ******, which is impossible given O&R's own policy. While I was not responsible for the first round of payments I did so to ensure power was maintained to the home. I will certainly not be paying for this twice.

  Business response

  10/27/2023

  Good morning,
  
  **************, I tried to reach you by telephone, Monday October 23rd, 2023 @ 3:45pm to no avail.  I was unable to leave a message as your voicemail box was full and was not able to accept any messages. I attempted a 2nd contact via email on 10/25/23. Please submit a bank/credit card statement for proof that you made such payments stated on the Better Business Bureau complaint to **************************. 
  
  Regarding your claim. Please have ******************************* contact customer service @ ************** for an activity statement that includes bills/payments. Upon review of her statement, she can then submit proof for any payments not listed on the activity statement if needed and it will be reconciled.
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have recently moved to the address located above (************************************************************). I accidentally informed the utility company that I moved in July 13th instead of July 21st. I tried to fix the error with O&R Utilities but they refused to fix the move in date which resulted in a higher electric bill. I am being forced to pay the electricity that I have not used. I have the proof of the closing documentation if required. Please address this issue as soon as possible. Thank you.

  Business response

  10/02/2023

  Thank you for your recent correspondence. Orange and Rockland Utilities, Inc.(O&R) was advised by the Better Business Bureau (BBB) that an inquiry was posted to their website, regarding your established accounts start date.
  Prior to submitting these concerns with the Better Business Bureau, you had filed the exact concern with the ********** ***** of ****** Utilities (***) in September 2023.  During the *** process it was explained to you that the concerns were thoroughly investigated by reviewing existing account information as well as listening to your call with O&R **************** Representatives (***).  During your call to establish the account, you were asked to provide a date in which the service would be transferred into your name. You stated the date would be July 13, 2023, and then asked the *** to hold as you verified the date.  After some time, you confirmed that the correct date should be Thursday, July 13, 2023, and the account was established. You were advised that we would have to go back to the July 13th date as you called to take over the service after the fact on August 2, 2023.  You stated that you understood.
  You are now attempting to change your start date a month later, only after receiving bills, to three different start dates of 7/14/23, 07/21/23 and 07/28/23.
  Based on the fact that you established the account weeks later and would have been able to determine your start date, the utility maintains it position and will not adjust the date.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing a formal complaint against Orange and Rockland Utilities due to their handling of my account and their disregard for my financial hardship. My dissatisfaction stems from their unreasonable installment payment plan and their failure to provide any relief, despite my attempts to communicate my circumstances.My Orange and Rockland Utilities Inc. account number is **********. I wish to express my profound dissatisfaction with their decision to impose an exorbitant monthly installment payment to repay a $1,700 debt. My monthly income is $450, a fraction of the proposed installment amount. My recent job termination prompted me to contact Orange and Rockland Utilities Inc., seeking assistance or flexible payment to accommodate my financial constraints.Unfortunately, their customer service exhibited a lack of empathy and assistance. Despite explaining my predicament, I received no offers for relief or adjustable payment plans tailored to my situation. This forced me to struggle with unaffordable monthly payments that significantly exceed my income.Last month, unforeseen expenses led me to miss the installment payment. I anticipated Orange and Rockland Utilities Inc. to proactively engage with me to explore potential solutions. However, I was surprised to receive a disconnection threat due to the missed payment. This approach felt ****** aggressive, particularly considering my efforts to communicate my challenges.I firmly believe that their behavior is not only unjust but also predatory. They appear indifferent to the difficulties their customers face and pursue collection actions without providing reasonable alternatives.I request the BBBs intervention to mediate a resolution between me and Orange and Rockland Utilities. My hope is that you can facilitate a fair solution, considering my financial strain. also, I urge Orange and Rockland. to review their customer service practices and extend better support to customers experiencing financial adversity.

  Business response

  08/11/2023

  I spoke with ****************** and we had a conversation regarding his financial difficulties at this time. I was able to offer him affordable monthly installments which are within his budget. Should he require further assistance in the future i have provided him with my direct contact number. 

  Customer response

  08/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account #************ I made a $350 payment March 17, installment amounts of $69, I do not understand why or how I am expected to afford a **** a month bill, the whole point of installment agreements and payment plans is so I can afford the monthly payment. I need a lower monthly amount, I have limited income right now and need help, and no one is able to help me,, I have email chains saying that everything will stay the same and I am getting final disconnection notices also.

  Business response

  04/07/2023

  ******************************* was previously assisted with billing concerns voiced through the Better Business Bureau in December 2022 where he was provided with a detailed explanation into the Budget Bill **** that he voluntarily enrolled himself into prior to the 12-month recommended waiting period after connecting new service. The Budget Bill **** reviews the account average every four months and may increase, decrease, or stay the same.  ******************************* usage significantly increased throughout the winter months of December to March causing larger actual bills and subsequently increasing his Budget Bill amount from $509.00 to $1,027.00.
  

  A high bill meter test was conducted on March 27, 2023 at which time the electric meter relayed at 100% accuracy.  Due to the increase in usage and set up of the premises, Orange and Rockland Utilities, **** (O&R) has placed a financial hold on the account until a Shared Meter Investigation can be completed on April 14, 2023.  At that time all electric meters on the property will be rung out to ensure that multiple structures on the property are only servicing independent areas.  Should a shared meter condition be found on the location, O&R will proceed following the Shared Meter Law enforced by the ************** ************************* (NYSPSC). ******************************* has been encouraged to continue to make payments until a shared meter determination is made to avoid the accrual of a very large balance.
  

  O&R is a regulated utility governed by tariffs approved by the NYSPSC. In compliance with regulation, O&R must charge customers for their actual metered service. Should the usage belong to *******************************,O&R will assist with providing a reasonable payment arrangement.  Monthly budgeted amounts are based on customers actual usage and spread out over 12 months.  As such, budget amount cannot be lowered.  If a shared condition does not exist,******************************* will need to work to reduce the energy used in his home to lower his bills.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Orange and Rockland have very funny payment system. I ama new Bossiness costumer and have 2 accounts Suite *** and suite ***, now the funny part is i set up automatic payment for both account and costumer service calls me last months and tells me that on my *** account they could not verify my bank information so i wont be able to pay with auto debit since its working for account ***. Does this make any sense? above this now i have to pay 2.6% credit card fee to pay my bill and i can not set up bank payment for next 1 year because they could not verify same bank account which i am already using for autopay for account ***. Common what is this BS, is this being done to give some bossiness to your credit card processing company? or this is being done for making some extra money. wondering if any other costumer have same experience?

  Business response

  01/23/2023

  *********************************************
  
  Both accounts in question have been thoroughly reviewed. Our research has determined that the utility accounts were not registered using the same checking account information for the purpose of automatic bill payment.
  
  The checking account information used to enroll the accounts into automatic bill payments was initiated on your end through the online account portal on ******* on August 22, 2022 (Suite ***) and September 13, 2022 (Suite ***).
  
  The checking account used to enroll Suite *** is resulting in a returned item reason of no account/cant locate.  Again, this account does not match the account used to enroll Suite ***.  We would like to offer you the opportunity to correct the banking information and enroll you back into the automatic bill payments for Suite ***. Payments made with a checking account do not result in any fees.
  

  Please contact our customer service department at ************** to discuss further. 

*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. ↩