Business ProfileforNew York State Electric & Gas Corp.
Current Alerts For This Business
We find that a pattern of complaints exist concerning consumer billing concerns and lack of customer service.
The company provided a response, which gave a detailed explanation of the billing process and how consumers can call in meter readings each month to avoid estimated bills. The company responded to the lack of customer service with the following: "Our call centers are staffed to operate from 7 AM to 7 PM, Monday through Friday. We have a very detailed process in place for escalated calls. We also monitor our representatives regularly to ensure they are complying to this process. We will remind our employees of the importance of this however, if you have specific account information, I can certainly address individually."
BBB has noted a decline in the number of incoming complaints against this company since bringing the pattern of complaints to their attention. We will continue to monitor the company’s complaint at this time.
Additional business information
Electric and Gas Customers Across More Than 40 Counties Potentially Impacted by Billing Problems.
ALBANY — The New York State Department of Public Service (Department) today announced it has expanded its investigation into New York State Electric & Gas Corp. (NYSEG) and Rochester Gas & Electric Corp. (RG&E) potential mismanagement of their utilities’ billing systems and protocols. As part of the investigation, the Department’s Consumer Advocate will host a series of public forums in affected areas starting in January to hear consumer concerns first-hand.
The problems with the two utilities’ billing systems became apparent when the Department began to see a significant spike in the number of complaints from customers. As a result, Department staff commenced a review and an investigation related to a September 2022 change to the companies’ customer information and billing system. The complaints received by the Department range from incorrect bills being sent to consumers or very late bills being sent. In 2022, the number of consumer complaints against the two companies soared to more than 4,700, 60 percent more than the two previous years combined. Customers that are experiencing problems with utility bills should follow the normal consumer complaint process to ensure these complaints are received and resolved in a timely fashion. Customers should first contact their utility for resolution and if unable to get a satisfactory resolution from the utility provider, customers should contact the Department’s Office of Consumer Services to file a complaint.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Location of This Business
- PO Box 5224 Jacc Attn: Cust. Assistance/NYSEG, Binghamton, NY 13902-5224
- BBB File Opened:
- 5/3/1969
- Years in Business:
- 172
- Business Started:
- 1/1/1852
- Business Started Locally:
- 1/1/1952
- Type of Entity:
- Corporation
- Alternate Business Name
- NYSEG
- New York State Electric and Gas Corporation
- New York State Electric Corporation
- Contact Information
Customer Contact
- Ms. Jayme Holland
- Additional Contact Information
Phone Numbers
- (716) 681-5030Other Phone
- (800) 572-1121Other Phone
Email Addresses
- Primary
- (716) 681-5030
Customer Complaints
377 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
08/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Customer Reviews
77 Customer Reviews
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Most Recent Customer Review
Daniel P
09/05/2024
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