ComplaintsforPSE&G

• 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 The account ending in 8207 is no longer active.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/.  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 5, 2017 I had an AOC ***** Hot Water Heater Installed through PSEG.The Serial Number for the Water Heater is : ********************** Payments were entirely made to PSEG during financing period.The Unit still has a valid warranty until July 17, 2025.On March 12, 2024, I reported a water leak to PSEG. Technician was dispatched.According to the Technician, the Unit couldn't be repaired but to be replaced.However, I will need to pay $ ******, plus permit and other fees.It is beyond my budget, PSEG Gave me no option to find a more reasonable quote.I reached out to AOSmith for a requisition. *************** wanted me to contact "********." That is the company that installed the unit for PSEG. Neither PSEG and *************** can provide me "********" contact information.I need help getting the services that I paid for. I also need to have the option to find something more reasonable that fits my budget. This is an unfair business practice.Thank you.

  Business response

  03/25/2024

  PS contractor and PS worked with the customer. Water heater was replaced in 2017 and is still under warranty. Tank is still covered, ****** warranty labor charge. Communication issues. Customer was contacted, water heater was replaced. Customer satisfied. 

  Customer response

  03/28/2024

  PSEG and I have reached an agreement where they will cover the cost of the
  Hot water Heater that was installed on 3-16-24. My cost will only be the
  permit and the processing fees.  I am satisfied with this outcome, and as
  a result I would like to put everything on hold pending final outcome.
  
  I have been in touch with *************************, PSEG Supervisor. I have reason to
  believe that PSEG will fulfill this obligation. If anything, please feel
  free to reach out to me at my cell: ************.
  
  Yours truly,
  Jarteau ******
  
  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,
  
  Jarteau ******

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  03/07/2024

  Spoke with ************ and she did not want to speak with me so I had my manager ******************* speak with her and he gave her a credit of ***** out of the ******. Now she only has to pay *****. This was a L/L WFC account and also a write-off

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pseg installed a new smart meter in the summer of 2023 and I see 3 out of them 6 months 3 are estimates. I called on 1/29/24 and spoke to customer **********************, they stated the meter is not working and needs to be replaced and will be in 2-3 days. Nobody cared to fix or address the issue and reach out to me. It is now 2/9/24 and it still has yet to be done. i expressed how important it is, so I am not going to get a BIG *********************** in the mail and assured me it would be replaced and I would recieve a new bill for the actual and not estimate reading. I also a while back I specifically said I do NOT want estimates so for them to turn around and do it without even telling me what is going on is unprofessional!

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I arranged my method of payment with PSE&G of ** as automatic payment each service period per month since December of 2022. On September 27, 2023, PSE&G took the designated monthly period payment of $****** dollars out of my bank account. On October 10, 2023, PSE&G reversed the charges of ****** back to my ******* account. I contacted TD headquarters and disputed PSE&G's reversal, thus the money, $****** was returned to PSE&G. I received in the mail a letter from ******* dated October 10, 2023 the information of my contact with the ******* representative at their headquarters and the actions they took to give PSE&G back their money of $****** dollars. I have worked with 6 different supervisors since October of 2023 to resolve this single issue. I even emailed to one supervisor as well as the general email box at customer ********************** my ******* account statement as well as the letter from ******* dated October 10, 2023. I even offered a 3 way conference call with one of the supervisors, myself and a TD representative from ******* headquarters. He refused. I was put on cash only from the first supervisor I spoke to in Customer **********************. I mailed a money order December 13, 2023, and received a letter from PSE&G dated December 15, 2023 that my "check" was destroyed. I called PSE&G and spoke to a customer ********************** representative who stated that my "check" of $****** was destroyed because I am on a Cash account basis. I informed the customer ********************** representative that I gave PSE&G Cash; a money order of $******. Therefore, I have been working with an additional 4 supervisors to rectify 2 problems caused by PSE&G. I cannot get any answers as to Why the automatic payment of $****** was reversed after 2 weeks in your accounting system and my account showed a 0 balance. Secondly, I cannot get an answer as to Why my Money Order was destroyed. One supervisor asked me if the money order was cashed. I went to my new bank and got the money order for $****** re-issued. I received my new invoice for the Jan-Feb service period and got another money order to pay for this service period, $170.06. I had called on Tuesday, February 6, 2024 and asked a supervisor for their **************** contact number. I was called by this supervisor today, February 8, 2024 that their **************** informers her that my inquiry is not fraudulent. I never spoke to anyone in PSE&G fraud department. This supervisor started to ask me questions as to the reasons to speak to fraud. I stopped the conversation because there should be many many months worth of notes and I want to speak to fraud because the $****** is in your system. Tomorrow, February 9, 2024, I will mail 2 money orders, 1 for ****** and the other for $******. I want PSE&G to call and mail me a very apologetic letter and erase the $****** dollars as they return my balance to 0 with receiving a check in the future from me. I refuse automatic payments.

  Business response

  02/16/2024

  Dear *********
  I received a second phone call from a PSE&G of ** a representative from that company. Her name is ******* . Her first phone call to me was February 8 and het second phone call is February 17, 2024.   Again, the same questions as of October 2023. I gave ****************** my ******* statement with the account ending 1316. And a second letter from ******* dated October 10, 2023   ******* just lied to me about my bank. She would state she has my bank statement of the ******* account statement ending in 1316  that I had emailed to ************************* .   That statement has the ****** dollars listed on it that was taken out of my bank account by PSE& G. Secondly she will not verify if she has the ******* letter dated 10/10 23 that I disputed PSE&G reversal  giving that money back to PSE&G .  I asked her why they reversed the money to me ****** she said TD did not accept the payment. That is a lie I asked her if she has my ******* keyter dated 10/1023 she could not answer. I told her that she must have notes from October 2023 to present from 7 supervisors I also said I have wasted so much time calling and emailing to have this resolved and *********************** refused a conference call frim *******, me, and *************************.  Lastly **** the first supervisor who I had tried to solve this issue for no reason put me on cash only. I pay for money prefers and they destroyed a money order that I had paid for because they thought it was a check. I have that letter dated December 15 2023. Thus company does not know what they are doing. I will only communicate with them if they state their questions in writing and my answers in writing coupled with all of my documentation that I emailed 2 times to them.  This company is abhorrant,  non professional, and  liars who think they can shake me down. I have all my documentation   One supervisor **** supervisor in Customer ********************** was going to write it off however I said no I want to know that the information I gave them from my bank is correct.  Not one person contacts me to accounting. They just want a shake down. This is abuse and I am a senior citizen.
  Please contact them with this letter I will not speak to them directly I will speak to them with you and should you request my documentation I can send you immediately.
  Thank you
  Respectfully,
  *************************************
  ************

  Customer response

  02/21/2024

  
  Complaint: 21267353
  
  I am rejecting this response because:I received a second phone call from a PSE&G of ** a representative from that company. Her name is ******* . Her first phone call to me was February 8 and het second phone call is February 17, 2024.   Again, the same questions as of October 2023. I gave ****************** my ******* statement with the account ending 1316. And a second letter from ******* dated October 10, 2023   ******* just lied to me about my bank. She would state she has my bank statement of the ******* account statement ending in 1316  that I had emailed to ************************* .   That statement has the ****** dollars listed on it that was taken out of my bank account by PSE& G. Secondly she will not verify if she has the ******* letter dated 10/10 23 that I disputed PSE&G reversal  giving that money back to PSE&G .  I asked her why they reversed the money to me ****** she said TD did not accept the payment. That is a lie I asked her if she has my ******* keyter dated 10/1023 she could not answer. I told her that she must have notes from October 2023 to present from 7 supervisors I also said I have wasted so much time calling and emailing to have this resolved and *********************** refused a conference call frim *******, me, and *************************.  Lastly **** the first supervisor who I had tried to solve this issue for no reason put me on cash only. I pay for money prefers and they destroyed a money order that I had paid for because they thought it was a check. I have that letter dated December 15 2023. Thus company does not know what they are doing. I will only communicate with them if they state their questions in writing and my answers in writing coupled with all of my documentation that I emailed 2 times to them.  This company is abhorrant,  non professional, and  liars who think they can shake me down. I have all my documentation   One supervisor **** supervisor in Customer ********************** was going to write it off however I said no I want to know that the information I gave them from my bank is correct.  Not one person contacts me to accounting. They just want a shake down. This is abuse and I am a senior citizen.
  Please contact them with this letter I will not speak to them directly I will speak to them with you and should you request my documentation I can send you immediately.
  
  
  
  Regards,
  
  *************************************

  Business response

  02/23/2024

  Customer Relations attempted on multiple occasions to have a conversation with ***************************************** to address her letter. The customer becomes very apprehensive when asked questions stating that she doesnt want PSEG to reach out to her anymore and releases the call. My investigation indicates that PSEG took a payment on September 26th, for $175.41 and on October 11th the payment was retuned.  Per our payment ********************** the customers bank did not approve or process the payment. This information was given to the customer when she contacted PSEG. The customer was referred to her bank. ************************** indicated that her bank sent the payment back to PSEG, but we do not have any record of that transaction. When the customer was asked to provide proof that the payment was taken from her account. The customer became irritated and released the call.  

  Customer response

  02/26/2024

  
  Complaint: 21267353
  
  I am rejecting this response because:
  I have spoken to numerous customer ********************** representatives and 8 customer ********************** supervisors.  When they call each one has no idea why I filed a BBB compliant. I have emailed 3 documents to one of the supervisors *********************** who refuses to answer any of my questions. I emailed my ******* statement with the transactional amount of $175.41 taken out of my TD checking account ending in 1316 as well as the October 10 2023 ******* statement whereby PSE&G reversed  the money back to my bank account 1316 after 2 weeks of processing. I contacted ******* at their 800 number and disputed their reversal. I also emailed the ******* letter dated October 10 2023 that stated my dispute of their reversal and 
  return of  $175.41 to PSE & G   The PSE&G representative who wrote that message is not hearing irritation but frustration when all 8 of the supervisors have no notes or any points of discussion. I think they are trying to wear me down. I also have a letter dated Dec 15 where my money order was destroyed because they thought it was a check  .  The level of incompetency is amazing and very disturbing to think this company would be responsible for electric cars, stoves and etc when their customer ********************** lacks authenticity for a company that has served *** for decades 

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

  Business response

  03/04/2024

  We have thoroughly reviewed the customers claim regarding their account. PSEG was unable to process the payment as the customers bank rejected the transaction. *************************** has requested that PSEG credit the account,but we are unable to so without a payment. I have attempted to speak with the customer several times, but she ends the call after speaking and does not allow me to respond. 

  Customer response

  03/04/2024

  
  Complaint: 21267353
  
  I am rejecting this response because: PSE&G response is not accurate.  Jazara , Customer ******************** located In MA called me admitting she has ******* letter dated October 10, 2023.  The ******* letter indicated that I disputed PSE&G's reversal of #***.41 dollars returned to my ******* checking account two weeks after they received my ******* payment from my checking account; I had an automatic payment method with PSE&G and on September 27, 2023, PSE&G took out their service fee of $***.41.   As previously stated, two weeks later, October 10, 2023, PSE&G reverse their service charge $***.41 back to my ******* checking account.  I contacted the ******* headquarters and disputed PSE&G reversal.  The ******* letter, dated October 10, 2023, that ****** admits she has in her possession, explains that PSE&G's reversal was disputed by me and the PSE&G service fee of $***.41 was returned to PSE&G.  Should PSE&G not have that money there is an internal problem.  I spoke to the second supervisor, ***********************, from Customer ********************** Department, located in *************, ** that ******* will set up a conference call for the 3 of us.  He refused.  Seven 7 supervisors later they are starting to admit they have at least 1 of my documents I emailed to ***********************, the ******* letter dated October 10, 2023.  Another abdicator of an internal problem, I mailed a money order to PSE&G on December 12, 2023 and I receive a letter from PSE&G, they destroyed my ************* money order because they interrupted the money order for a check.  Thirdly, another internal problem is I have spoken to 9 supervisors and 9 customer ********************** representatives to solve this problem since October 10, 2023.  Each time I receive a phone call, the PSE&G representative is incorrect in their information they say to me.  And, I have to repeat the whole story from the transaction date of September 26, 2023, the 24 hour period they have my money in their account, September 27, 2023, the October 10, 2023, PSE&G reversal, the ******* letter dated October 10, 2023, that I contacted ******* headquarters to Dispute their Reversal and the October 10, 2023 letter also states that ******* took PSE&G reversal money of $***.41 from my ******* checking account back to PSE&G.
  I ended my conversation with ******, I like a 0 balance on my PSE&G account and I choose to mail a check as payment to PSE&G.  This has been an extremely difficult issue for PSE&G to resolve.  As a former managerial consultant, they must have many more internal problems that they cannot resolve.
  
  
  Regards,
  
  *************************************

*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. ↩