Complaint Review: NYSEG - Nationwide

In November 2007, I contacted NYSEG via phone and explained that there was no electric in the house. There was no electric in the house over a long holiday weekened. In speaking with NYSEG, I requested immediate review of the situation. Furthermore, I stated that the electric meter was off completely and as such, they were culpable. I was told by the customer service agent that if I would be required to pay $150.00 and then someone would visit the home and determine if there was indeed an issue.

I agreed to this as there was very little else I could do. I was transferred to the service department after agreeing to the charge. In doing so, I spoke with someone from the outside service department and requested that he assist me as quickly and accurately as possible.

After hearing my case, the service agent went to the house immediately, as he was in the area. He contacted me via phone at my place of employment within the hour and stated that indeed NYSEG was culpable and that no power had ever been turned on in the house. Thus, the property was without electric and heat since July 2007! He expressed concern that I had been through this entire situation and that he would assist me immediately by restoring power and electric to the property.

Thus, this agent confirmed what I had suspected for some time, not only had NYSEG charged me for services they did not supply, they falsified documents, as I understand their billing practices and made untruthful verbal statements over the phone. More alarming was that I contacted NYSEG to discuss what the service agent had just told me about the electric being off. The customer service agent denied knowledge of the issue or that any of NYSEGs staff had visited the property earlier that day. I insisted she contact the other agent immediately and rectify the situation. She continued to express the need for me to be charged $150.00 and for someone to visit the property. I became livid.

As I was becoming more and more irate, the agent instructed me that a note appeared on her computer screening confirming what I was saying and that the outside agent expressed culpability on the part of NYSEG.

While I was reimbursed for the erroneous billing statements, I am not satisfied at this time with NYSEG. Not only did they leave me without heat during a holiday weekend and during a colder month, they have made numerous verbal false statements. To address my initial concerns of large bills each month and only after I brought them to their knees on this issue, was I finally told by one phone agent that NYSEG reads the electric meter every other month on the property. Thus, one month is estimated costs and the other is confirmed.

This statement was not consistent amongst NYSEG agents that I spoke with over the past six months. Furthermore, I find this be a terrible practice and one that I have difficulty believing and/or understanding why your office permits in the state of New York.

I have to wonder how NYSEG is permitted to estimate, obviously incorrectly, every month and bill me for more than five months for service they never provided. I am curious why this kind of practice is permitted in the state of New York by favoring big business over consumers.

Marciah3

Chadds Ford, Pennsylvania

U.S.A.