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

  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

• 

  PSE&G

  P.O. Box 570 Newark, NJ 07105

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:09/20/2023

  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.

  PSEG account is under my wife's name, *********************** Most recent case: CASE-******** I schedule a payment monthly on the merchant's website (PSEG) for my utility bill, and have done this for the last 10 years. I scheduled a one-time payment of $211.52 to be paid on 4/28/03. This amount was deducted twice from my ************** checking account on 5/1/23. One of these payments was reflected in my PSEG account, the second payment that I did not authorize, did not reflect on my PSEG account and is still "missing" to this day. I contacted ************** on 5/10/23 and they said they would resolve this. I saw my checking account was credited ****** on 5/12/23 and believed this issue was resolved. I later found out the payment that PSEG received was canceled and returned to me, so I still owe this to PSEG. The second payment is still missing. I have been in contact with both PSEG and ************** for over four months with no resolution. ************** said the second payment was sent to PSEG and they will need to locate it, **** says they do not have a second payment. I am stuck in the middle. I did not authorize a second payment but it appears PSEG made 2 requests for payment. There is a mistake somewhere, but I am not an expert on ACH transactions and cannot determine (and shouldn't have to) where the error occurred. I authorized one payment, as I do every month (and every month since). I have spent countless hours on hold, on the phone, sending emails, gathering statements, etc. I provided PSEG with the trace ID for the missing ACH transaction but I am losing hope that the correct person will ever get that information and help. Although I believe some people want to help, It has been over four months without a resolution. This should not be something the consumer has to spend countless hours working to figure out. I hope I can have some help in getting this issue resolved. All documentation has already been provided to PSEG.

  Business Response

  Date: 09/25/2023

  Spoke with the customer about double payments that were taken out of his bank account. Customer sent in a copy of his bank statement. One payment is showing returned and the other one was not posted. I gave the customer the credit for that amount for $211.52. There was a payment issue where some customer's were effected from it.

  Customer Answer

  Date: 09/26/2023

  [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. I still find it unacceptable that this took over 4 months and countless hours of my time to resolve. I was told by PSEG that the error was not on their end which caused me to spend many more hours dealing with my bank.  Once I filed a complaint, it is magically resolved in a few days.  It should not be this difficult of a process.

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

• Initial Complaint

  Date:09/15/2023

  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 August, I contacted PSEG regarding service for a range, which we have the worry free protection. A part was ordered. When the part was to be installed, the next tech said another part should have been ordered, and ordered the screen for the oven. When the part was installed, i tried to use the oven. I could turn it on but could not turn it off. I contacted PSEG who sent out a technician that stated he wasnt qualified to fix the issue and just pulled the oven out and unplugged it. The next morning, my entire basement and kitchen smelled of gas. I called pseg who sent out another tech stating we had a gas leak. They shut off the gas and because of this, we were told we have a violation with pseg. If 4 techs were previously here, how did no one detect a gas leak. I was forced to call another plumber to fix the gas leak who stated the issue happened because someone pulled the oven out of the spot too rough. so i call pseg back to fix the oven and also take off the violation. A supervisor called me back last night so we could expedite the appointment as it was unfair i have no oven or stove to use, due to no fault of my own. The customer ********************** supervisor stated a tech supervisor would contact me back last night, this did not happen. Today a technician came out. He stated that if the tech broke the line, then he should have fixed it. He contacted his supervisor, and I was supposed to receive a call back within 3 hours. I never received a call back. I even called in, and left a voice message. This tech ordered more parts. He was unable to clear the violation as pseg requires a galvanized pipe to be put in, which was never told to me that it had to be completed. So i still need to wait for another plumber. And then another appointment with pseg. As a consumer who is forced to use their services, this is completely unfair and unacceptable and I deserve compensation for all the additional money I am being forced to spend.

  Business Response

  Date: 09/25/2023

  Customer Relations spoke to ************** on 09/21/23 to discuss her concerns.  ************** confirmed she has spoken with an Appliance Service supervisor regarding her concerns and the status of her situation. The customer advised that although we have stated that based on the location where the gas leak was found, that it was not caused by the PSE&G technician moving the range, she did not smell or have a gas leak prior to our visit and believes that we hold some responsibility for the situation she was/is in. 
  
  In reference to her request for compensation, I advised that PS would be willing to consider, and to provide receipts/documentation of her costs for review.  Regarding the status of the stove, the part that we believe will fix the issue has not come in yet, but I will work on getting a status on same.  The violation that we issued will be removed when we return to install the part and the customer is not required to to abide by the recommendation put forth by PSE&G to remove it, as we confirmed that it had already been passed by the City, so no further action is needed.   I advised ************** that I would follow up with updates as they become available and she could forwrad her documents to me at her convenience.  ************** was given Customer Relations contact information as well.  ************** was satisfied with the conversation and will wait for additional updates.  ***9/25/23 update:  parts were received on 9/22 and installed on 9/23.**

• Initial Complaint

  Date:08/29/2023

  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 made a double payment the first week in July by accident and hadnt realized until a few days later. I called them and requested a refund. I was told that a check would be mailed to me in **** business days. When I requested to have the funds placed back onto the method of payment used I was told they were unable to do so due to billing procedure and if I wanted to get an electronic refund Id have to call my bank. I agreed for them to send the check since it had been more than 48hrs since the transaction was made. I called back after 10 business days had gone by without receiving a check and asked for a status. They told me the check was mailed out and Id be getting it in the next day or two. 5 days later I called back and asked them to reissue the check because I never got it. They did so and told me it would be another **** business days. I asked again about the funds being returned to original payment method and was told it would have been possible but that since they already issued a check they couldnt do so. Almost 15 business days later and still hadnt gotten a refund. I called back and spoke to someone named ****** on 2 separate occasions who claimed to have escalated the situation and requested an electronic refund that I was supposed to have received this Monday 8/28 and still have not. I called ****** again yesterday who confirmed the billing **** never processed the request and said she was going to call me back at some point today, 8/29. No call back by 5pm so I called and asked for her yet AGAIN, but this time she was unavailable and I asked to have a supervisor call me back. The Rep took my number and said a Sup would call me in 1hr. Its is now 7:20pm and still no call back. I just want my money backnot only did they not sent the refund but they also removed the credit from my account so essentially the money had disappeared!!!

  Business Response

  Date: 09/05/2023

  Unable to speak with the customer about her not receiving the check we sent out. Left 2 messages and there is no email to send her a message. I checked with billing, customer should have received the check. There has been an issue sending out checks, with the mailing addresses.

  Customer Answer

  Date: 09/05/2023

  
  Complaint: 20540337
  
  I am rejecting this response because:
  
  I received ONE phone call from someone named ******************* today, September 5, 2023 at 9am asking me to call her back regarding, not my refund but my BBB claim. I get off work at 4pm and get home around 5pm, so by the time I was able to call her back, she had already left for the day.
  

  They never sent, nor have I ever received a CHECK from these people. I confirmed with several of their phone agents that they have some sort of billing issue that prohibits them from properly processing refunds and that their billing system DOES NOT PROCESS REFUNDS.
  

  To note, I received an electronic refund on September 2nd for $170 (which was $2 less than what it should have been). No one called me from that company throughout this entire ordeal until today72hrs AFTER they sent the money.

  No one from management called to explain what happened and follow up with me, but they made sure someone from corporate called to make sure they could close the BBB complaint. I made about 6 calls to them, over the course of 2 months, requesting to speak with a supervisor or manager and not once did anyone ever call me backand when I finally do get a call back its corporate, a day late and $2 short.
  

  They are having an issue with their Accounts Payable but the Accounts Receivable seem to be working just fine, as I have received 4 billing notices in the mail in the last month; 3 statements and a usage report. *** never received this much mail from them ever guess they dont want me to forget that I have turn around and give the refund right back to them because it took them 2 months to give me my money back.

  The lady who called back sounded irritated and unprofessional while leaving a voicemail, and the same can be said for just about every person Ive had the displeasure of talking to. A partial exception for a young lady named ******, who was extremely polite, professional, and sympathetic. She wasnt able to make good on anything she told me she would do, but she definitely handles escalating situations very well, so Kudos to her! Give her a raiseafter ****** everything else is downhill. Thanks BBB, because I only received action on this after filing a complaint with you guys. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 09/06/2023

  I have not had a chance to speak with ******************** to even explain why this had happened. I just wanted to know that the check was sent to her on September 5th. I do not know why the amount was short $2.00. If she paid with a Debit card we do not refund the charge that the company charges for the transaction. If it was paid by check then the same amount was sent back which should have been ****** I do leave at 5 o'clock but i also get a lunch which I could have spoken to her on my lunch. 

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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.

  PSE&G claims I signed only to pay a set amount of money every month. I did not. Last year they overcharged me and I complained and they fixed the issue.They trying to charge me $757 on sept 05/2023 which is insane.I called them and they said I signed online for the equal payment plan; I did not. I tried filing a dispute with them and the costumer service agent didnt allow me to. This is why Im reaching out to you. 1. Never signed the payment form 2. They always trying to charge more 3. Varieties of way trying to get me to sign paper in front of my door which I dont thanks to last year issue

  Business Response

  Date: 08/24/2023

  Spoke with ************ about the high bill. Customer signed up through the **** web/app last Sept 7th 2022 for the **** Customer is saying he never signed up for the **** Every month it shows on his bill what he is billed and pay. Customer stated to me he is paperless and just pays what it says on the bills, and doesn't look at the bills. I asked him if he wants to go on a DPA and he said no and hung up.

  Customer Answer

  Date: 08/24/2023

  
  Complaint: 20512326
  
  I am rejecting this response because:

  like I stated before I did not consent such agreement. I signed up to pay autopay not the agreement. I dont know how they set up the agreement. Electric companies and third parties always find loopholes to scam customers as me and make us overpay for services.

  PSE&G didnt even let me start a dispute with them the first time I contacted them. When they called me today basically they said I signed online and kept saying I should have read my paperless bill. Is there anything I can do? Why would I do a plan in which I pay and then I would have to pay even more after 6 months? 
  

  I wish there were other options or other provider but the monopoly in the industry is unbelievable. 
  
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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.

  This is my second BBB complaint in two months. Additionally, I made several calls and again, nothing gets resolved. I called in twice to have my account Equal Payment Plan cancelled. I received two reference numbers that this was done, as follows:July 26, 2023 ****************** August 14, 2023 ********* To date, it still shows on my account that it is still enrolled in the Equal Payment Plan. I even made a larger payment to cover my actual bill. I want my account unenrolled from the Equal Payment Plan at once! I plan on paying the usage amount anyway so I will ignore the amount if it is not unenrolled.PSEG always gets supervisors to call and you can never reach them for return calls.Additionally, I have been enrolled in Paperless billing for over two years. Since December, 2022, I have been receiving paper bills by mail. When I question this by calling in, I get the runaround. The last employee I spoke to on August 14, 2023 was rude. She appeared to accuse me of lying about the paper bills, which is ridiculous.My next step is to file a complaint with the *** in **********.

  Business Response

  Date: 08/16/2023

  Spoke with **************** about the **** It was canceled when she called on 7/28/23. The reason why she seen it on the July bill is because it is the middle of the billing cycle. Also her paperless billing is done. Customer had my contact information if anything else comes up

• Initial Complaint

  Date:08/08/2023

  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 was trying to start a new service through the customer ********************** phone call. Everything goes well until the representative asked for my first and last name. My name is like a typical Asian name, once I said my name, she immediately asked me if I need an interpreter for another language. I felt offended and told her I dont need that. She said okay and continued to ask me to spell my name. I spelled my name but she pretended that she could not understand my English and hung up my phone.

  Business Response

  Date: 08/14/2023

  Unable to speak with the customer called and left a message also emailed and still no response. Customer did call customer ********************** and spoke with a inquiry representative. The inquiry representative asked customer all of her information so she can create a profile for the customer. Then she asked when are you taking over the account. The customer did not have her lease in front of her so she said she would do it on the **** website. I listened to the call at the *** and never asked the customer if she needed an interpreter.

  Customer Answer

  Date: 08/14/2023

  
  Complaint: 20439681
  
  I am rejecting this response because:
  
  I am not talking about the second customer ********************** representative that I had. I made 2 calls on that day and I am talking about the first one.
  
  Regards,
  
  Caiyu Song

• Initial Complaint

  Date:08/07/2023

  Type:Product 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.

  PSEG doubled the cost of my worry free items without notifying me that the discount was ending. PSEG refuses to credit me the difference for last month

  Business Response

  Date: 08/23/2023

  **************** says price increase for WF contracts. Once WF contract promotion ends, standard pricing is automatic. Account was credited $21.71. 

• Initial Complaint

  Date:07/28/2023

  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 Equal Payment Plan balance month was July 2023. I received the bill in late June. The new Equal Payment Plan was lower than my previous Equal Payment Plan ($94). I called in, which took three calls to customer **********************. I finally got an employee to change the amount to $105 each month and she gave me a confirmation number. Upon receiving my July bill, it was still set at $94! The actual bill was $152. The Equal Payment Plan is way too low for this. Since it's impossible to reach anyone there who follows through, I am now asking to have my Equal Payment Plan set at $125 per month, effective immediately. If this is a problem, I will cancel the Equal Payment Plan altogether.

  Business Response

  Date: 08/01/2023

  Unable to speak with the customer, but the customer left me a message. The case has been resolved. She canceled her equal payment plan and also was put on paperless billing.

• Initial Complaint

  Date:07/27/2023

  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 December 2020, I was informed by PSE&G that my meter was broken and they're going to be back billing me for approximately 3 years (2017) for $3,000. However, I received a bill every month that I paid in full and on time for the years they're questioning me about. I'm disabled and live off SSD monthly payments I couldn't pay the bill. I was informed that I had to pay bill or services would be discontinued. I agreed to a payment plan. Over the years I've paid off that amount in addition to whatever my current monthly billing was as well. I contacted PSE&G on 7/26/23 for services and they're stating they can't render services because I have an outstanding balance from 2017 again. Now which is 6 years ago about the same time they back billed me for their broken meter that I was unaware of until I was contacted by them. I asked for more information regarding this amount because I don't see how there could possibly still be an outstanding balance when I've paid my bill consistently on time and every month for 23 years that I've been at this address. I need help, I feel like they're trying to make me pay additional money that I don't owe them. If I truly owed it, it should've been included with the back billing in 2020 for $3,000. Please advise. Thank you in advance.

  Business Response

  Date: 08/02/2023

  I spoke with *********************************** customer was advised that her gas and ********************** bills are current however, the amount in question is for an unpaid worry free contract from 2017 for the amount of $215.19. The balance was transferred to a different account and was never paid. The customer was provided with the account number. Customer understands and has no further questions. 

• Initial Complaint

  Date:07/24/2023

  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 HAVE HAD THREE REP*** CONTRACTS WITH PSE&G FOR OVER TEN YEARS. THE CENTRAL *** STOPPED AND A PSE&G REP*** PERSON CAME AND LOOKED AT IT AND SAID THE CARRIER CONDENSOR EVAPORATOR AND FURNACE IS OLD AND WAS USING THE OLD FREEON SO IT WOULD HAVE TO BE REPLACED AT A COST OF $11,800.00. I TOLD HIM I HAVE A REP*** CONTRACT AND AM PAYING $21.39 AND $11.79 PER MONTH FOR THE *** AND FURNACE.HE SAID THE WORRYFREE PROTECTION PLAN DOESN'T COVER OLDER UNITS THAT THEY DEEM CAN'T BE REP***ED. IF THAT IS TRUE WHY ARE THEY STILL BILLING ME FOR EQUIPMENT THEY WON'T REP*** OR FIX WHY ARE THEY SELLING AMERICA WORRYFREE CONTRACTS THEY WON'T HONOR. I WOULD LIKE THE CENTRAL *** FIXED AT A REASONABLE PRICE SAY $7,000.00 BUT $11,800.00 SEEMS WAY TO HIGH WHEN I HAVE A WORRY FREE REP*** CONTRACT. BELIEVE ME I AM NOW WORRIED THIS IS A SCAM ON LOYAL CUSTOMERS THAT HAVE BOUGHT THEIR PROTECTION PLAN WHICH THEY WILL NOT HONOR. CHARGE ME A REASONABLE AMOUNT FOR REPLACEMENT PARTS AND HAVE THE LABOR COVERED BY MY TEN PLUS YEARS OF PAYING FOR THE WORRYFREE CONTRACT.THANK YOU ******************* *************

  Business Response

  Date: 08/23/2023

  Spoke with customer. HVAC supervisor to discuss concerns with cost for HVAC.