Complaints

This profile includes complaints for PSE&G's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PSE&G

  Newark, NJ 07102

• 

  PSE&G

  P.O. Box 570 Newark, NJ 07105

• 

  PSE&G

  100 Hamilton Plaza Paterson, NJ 07501

• 

  PSE&G

  PO Box 14444 New Brunswick, NJ 08906-4444

• 

  PSE&G

  P.O. Box 1171 Newark, NJ 07101

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am moving soon told i have to change to smart meter no. also i have not been in the house in 5 months my bills are 73 dollars how ? please check meter. how how how never complain but this is going to bpu not getting smart meter movinbg.

  Business Response

  Date: 06/09/2025

  Good morning.

  I've tried calling Ms. ********* and left messages on their v-mail on 6/5/25 and 6/9/25. Please have customer call me back @ ******************.

   

  Thank you,

  *******

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2022 I made a payment via ************* to what i thought was *******. It turned out to be PSEG *********** **. When I called pseg long island they indicated that they have different systems than NJ and that since I do not have an account they did not receive the money. ************* indicated that they did not see the payment bounced back on their end. The tracking number for that payment at the time was ************. My New Jersey PSEG account number was ************. I at the time was pregnant and dealing with a lot and never followed up on the issue. I recently received notice that my ******* account was in collections. Bringing me to realize that ** never received the payment. I called ************* today 5/30/25 and they indicated to me the following: The payment never went into the ********************* account. When that happens they are notified to go to a pickup location where they can pick up the payment in cash. The customer ********************** *** indicated that on September 29, 2022, at 10:04am the payment was picked up at the *******, ** location. The reference number confirming that the western union payment was picked up is: #*********. At this point I want my payment back as it was not sent and applied to my **** New Jersey account at all.

  Business Response

  Date: 06/04/2025

  Hello,

   

  I do apologize for the inconvenience this mater has caused you. Your complaint was filed with PSEG of NJ. It will be best for you to contact PSEG of *********** to find out there process regarding Western Union.

   

  Kind regards,

  Aisha 

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** *****-*******. I was just on the phone for (40) minutes with Ms. ********** and a supervisor named ***** (no last name given). They refused to help me, and I when I asked for ******* manager, he asked me why! I had my daughter on the phone because I've been treated in a disparaging manner for the past two months and have literally called in five times, getting different information each time. My daughter explained everything in great detail to *****, but he responded, "I want to hear it from him!" ***** needs to be investigated and so does Ms. ********** for elderly abuse. They both need to be re-trained. Can anyone help me with my issue? Why would I have to explain it to him when my daughter told him that I am elderly and not feeling well. Please listen to the phone call that transpired today, 5/22/25 between 10:53-11:15a. They should not be allowed to treat customers in this manner. Please help me! I moved and my *** has not been transferred to my new account. I called in when I moved and a *** said she was sending over the request to the appropriate ***** but I never got the credit. However, I have received two bills.

  Business Response

  Date: 05/23/2025

  Good day,

  I do apologize for the misinformation that you received from our representatives. I was able to look over the account. In order for you to start receiving the *** benefit you will need to re-apply. You can apply by calling  **************. 

  Kind regards,

   

  Customer Answer

  Date: 05/26/2025

  
  Complaint: 23364512
  
  I am rejecting this response because my complaint is about more than the ***. I also mentioned how terribly I was treated by the supervisor *****. Someone should be listening to the call unless poor customer ********************** isnt a concern of this company. 
  
  
  
  Regards,
  
  ****** *****-*******

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out May 31st 2024 i am still billed into August 2024. I did not live there and I was evicted. I need this resolved and backdated because this is a fraud case

  Business Response

  Date: 05/22/2025

  Good day,

   

  I do apologize that you are experiencing this at this time. In order for us to bring this matter to a resolve we will need documentation. 

  We are able to accept one of the following:

  1. A notarized letter from the landlord stating the date you moved out.

  2. A letter from landlord/tenant court showing when you moved out.

  If you have any issues or concerns feel free to give me a call at *********************.

   

  Kind regards,

   

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/5/25 I scheduled an appointment with the HVAC tech (purchased/paying for WorryFree Protection plan in 2024), the Customer service rep has been advised on several occasions that the AC unit is on the roof and the Tech will have to have/use OSHO approved ladder. The Rep re-assured she put the OSHO approved Ladder request in the notes, however, the Tech arrived without any ladders and stated he was never advised he would need an OSHO approved ladder. The Technician then left without servicing the unit and my time off was waisted.

  Business Response

  Date: 05/12/2025

  Good day,

   

  Mr. ********* called and spoke with a supervisor from the company's appliance services department. Customer has been advised due to location of the A/C unit the company will not be able to complete a repair. The customer was offered a credit due to the inconvenience and the customer has accepted the offer.

   

  Kind regards,

   

  Customer Answer

  Date: 05/12/2025

  [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

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I enrolled in the Equal Payment Plan, the Representative of PSE&G told me that I could cancel the Plan any time and the next Bill will be only the true amount of electricity used. I canceled the Equal Payment Plan last month and in this month, the bill asked me to pay the other month's amount that have been covered by the Equal Payment Plan when I was enrolled. This is a misrepresentation. I relied on the representatives' words to enroll in and cancel the Equal Payment Plan.

  Business Response

  Date: 05/02/2025

     Mr. Junjie **** contacted PSE&G's Customer ********************** department on 12/30/2024 and spoke to a customer ********************** representative. He received an electric bill for $199.11 for bill cycle dates 11/22/20204 - 12/24/2024.  Mr. **** was concerned with the electric consumption. The representative explained that his account is for ********************** use only and that he is responsible for paying for his own electric heat.  Thus generating higher electric bills during the winter months.  Mr. **** asked for equal payment plan information. The representative informed that the equal payment plan would be $86.00 a month going forward once he addresses the current bill of $199.11

  The PSE&G representative informed Mr. **** that then equal payment plan will balance out after ********************************************* PSE&G will owe him after the balancing.  Mr. **** did ask if he can cancel the equal payment plan before the 12 month equal payment plan cycle and was told yes.  He also asked if he would see the actual monthly consumption on his invoice and was told yes.  The PSE&G invoice does disclose the actual amount of service used opposed to the equal payment plan billing. Mr. **** cancelled the equal payment plan on 4/11/2025. The bill cycle ending on 4/25/2025 generated a true up bill. Billing him $301.98 for his actual electric consumption.  This issue raised his concern. I apologized, advised the billing is correct and refund is not an option for actual usage.  Mr. ****** account has an ********************** smart meter generating actual monthly readings.  

   

   

   

   

   

  Customer Answer

  Date: 05/02/2025

  
  Complaint: 23267852
  
  I am rejecting this response because: the company is totally lying, even with this response. I will file a complaint in the small claim court. 
  
  
  
  Regards,
  
  Junjie ****

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against PSE&G regarding two utility accounts I opened at ************************************************************************************** (Accounts: ********** and **********). I opened both at the end of April 2025, after acquiring the property. Prior to this, the building was illegally occupied by squatters. I had no control or benefit from utility use prior to account opening and therefore deny all responsibility for charges dated before that time.Despite this, PSE&G issued bills totaling $677.80 and $1,440.93. I expect a third bill for the gas meter as well, which I also dispute. These charges are not mine and violate N.J.A.C. 14:3-3.2, which states that utility responsibility begins at account start date. Under the Fair Credit Billing Act (15 U.S.C. 1666), I am formally disputing these charges within the allowed timeframe.Additionally, the customer ********************** *** who opened the account was unprofessional and hostile. I believe the assignment of prior balances was deliberate and possibly retaliatory. This may constitute deceptive business practices under the ** Consumer Fraud Act (N.J.S.A. 56:8-2).I demand immediate removal of all retroactive charges and written confirmation that no further back billing will occur. I will not pay these charges. If not resolved promptly, I will pursue complaints with the ***, ****, and consider legal action. I have evidence and will present it in court if necessary.

  Business Response

  Date: 05/15/2025

  Service at the address was established as of the date shown on the deed provided by ****** *******. The customer continues to dispute the date and was advised to provide all relevant documentation, including the deed. The customer has yet to provide the document to support his claim. 
  

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 04/29/2025

  Good day,

   

  Please be advised due to the hardship you are facing at this time I have placed a 30 day lock on your account. This will stop collection activity from taking place on your account.

  Be sure to follow up with the agency that you have applied assistance with. They will be able to tell you the status of your application. You can also call 211 from you phone to see if there is any other programs that you are able to take advantage of.

   

  Kind regards,

   

  Customer Answer

  Date: 05/07/2025

  
  Complaint: 23258073
  
  I am rejecting this response because: Good Morning. I agree to some extent, but I think that PSEG should check the entire 6 years since I have lived at this address and give me back the money that they charged me for such high bills illegally, because no one in this building had such high bills as me. Thank you and best regards.
  
  
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a new house and I signed up for our electrical/gas company's PSE&G Worryfree plan for my water heater boiler maintance in Feb 2025. The "worryfree" plan is supposed to cover most of the boiler's issue. In march, I am seeing some water leaks in the boiler. I made the appointment. The technician came in and said it's not covered due to my account is too new and the issue would be a pre-existing issue. I feel their "worryfree" plan is not actually worryfree. And they are tryng to weasel out of fixing the boiler because my account is too new (even though I just moved in and the issue is not a "pre-existing" issue)

  Business Response

  Date: 03/31/2025

  Per Gas District's findings-------I just had a good conversation with Mr. ***
  The valve that needs to be replaced had evidence of water damage caused from a leaking valve stem. The rust and corrosion on this piece were clearly occurring for some time before the contract was added by Mr. ***
  This is something that Mr. ** did not deny during our conversation.
  
  At the time of the service call, I instructed our technician to quote Mr. ** the price for a new valve, with ***** minutes labor, while waiving any additional charges associated with draining and bleeding the boiler.
  This repair would allow us to certify the boiler is in good working condition going forward, satisfying our T&C, and covering all future repairs on the contract.
  Also, this job would have been performed at a steep discount, as the quote of approximately $300 was less than half of what the price should have been.
  Mr. ** refused this quote and asked the technician to leave.
  
  During our conversation today, I explained some of the Terms and Conditions of our Worry-Free contracts to him. Specifically speaking about pre-existing conditions.
  After talking through the situation, Mr. ** has agreed to cover the cost of the part in question, including our markup.
  I have agreed to waive the labor charge associated with the install completely as a customer **********************.
  We are scheduled to install the part on Wednesday, 4/2/25.
  Mr. ** expressed his gratitude in my willingness to work with him on this and seemed to be pleased with the resolution..
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my property at *** ******* ******* ******* ** in 2020, however you guys are trying to bill me for years past this date! The collection was originally sent to IC System and Christine F**** agreed to keep the file under dispute and not report it to my credit due to the fact that she could not explain why I am being billed for a property I don’t own, and how it’s possible that PSE&G let YEARS go by of an unpaid utility without shutting it off. It makes zero sense. The collection has now been sold to ********** and has reported to my credit. If this collection isn’t removed from my credit and cancelled out, I will be reaching out to the NJ Attorney General, local media and consumer protection agencies. I have plenty of documentation of the property being sold, and I notified you guys about the sale immediately after it happened. Additionally, if this is not resolved I will be filing a civil lawsuit to seek damages due to the inaccurate reporting on my credit causing me irreversible financial harm, lost wages due to time spent, etc. I hope you guys will do the right thing here. Beyond the documentation I have, it’s publicly available knowledge on Zillow, etc. that I sold this property in 2020. I can be reached via phone at ************. Thank you.

  Business Response

  Date: 03/18/2025

  Good day,

  When I spoke on the phone with the *** ****** he stated that he called to PSEG to have the services taken out of his name.  I was able to review the account and found that there has been no calls made into our customer service. When a customer is moving or selling a place it is the customer's responsibility to contact PSEG to advise they no longer want the services is their name. 

  The attached document  that was sent over is not proof of purchase. The contract has not been signed by the seller or by the buyer. Therefore, we will not be able to accept this form as a proof. 

  It is the responsibility of the customer to contact PSEG to advise if they are moving or selling their home. 

  Thank you,

  Miss B****

  Customer Answer

  Date: 03/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Aisha B**** has failed to acknowledge the email I sent to three different PSE&G representatives attached in my previous communication. She has also claimed they cannot accept the unsigned property transaction document, so I am attaching a copy of the signed one here. She has suggested absolutely zero resolution, and when I asked for a copy of my contract with PSE&G, she said that I have no contract with PSE&G. Given her lack of willingness to remedy this situation, I requested to speak with a supervisor Raymond M****** Aisha B**** stated that the supervisor would definitely be reaching out to me, yet there has been zero communication since last Wednesday. 
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 03/25/2025

  Hello,

   

  I have spoken with ***** ****** on March 19,2025. At that time I explained to him that I received the email that he sent over to me.  PSEG policy is the customer of record needs to contact PSEG either by phone or to a PSEG walk in center to advise they no longer want services at an address in their name. *** ****** sent over a copy of a closing contract without signatures. And he also sent over an email where he responded to the collections team advising he not the owner of the property.  The information that he has provided we are not able to accept.

  This an issue that needs to be worked out between ***** ****** and the new owner of the property. PSEG does not get involved with these disputes.

   

  Kind regads,

  Miss B****