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

  409 Marlton Pike East Suite 200 Cherry Hill, NJ 08034-2413

• 

  PSE&G

  4808 Bergenline Ave. Union City, NJ 07087

• 

  PSE&G

  P.O. Box 490 Cranford, NJ 07016-0490

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:07/07/2023

  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'd like to file a complaint against PSEG. They are refusing to restore the power connection to my parents' house based on a technicality that they have created. On July 4th, powerful storms knocked down trees and power lines in my parents' neighborhood. One of those trees was on their front lawn. It snapped, fell, and took down the line connected from the utility pole out front to their house. They still have no power and might not until tomorrow, after no power Tues night, Wed, Thurs and now Friday. My parents are seniors and now have to spend thousands on hotel bills because their house is currently uninhabitable due to the dangerous heat. My mother has paid PSEG for decades. The dispute is that PSEG, a billion-dollar company, has created a loophole to avoid helping customers in need of their help. They gave my parents a brochure which states that PSEG believes they are responsible for only partial aspects of the power connection. This is arbitrary and just gives them an excuse not to help their customers. The downed tree was removed. They still won't come and restore the power. They are saying my parents have to hire an electrician to reconnect what they believe they aren't responsible for and then they will come and re-connect what they believe they are responsible for. I would like to challenge this nonsense and have PSEG do what's right, which is simply fix paying customers' power so they can go back to their lives. I cannot understand how they can get away with this.

  Business Response

  Date: 07/07/2023

  A supervisor spoke with ************** early on the afternoon of July 7 and explained to him that a licensed electrician is needed to replace the damaged service entrance cable and meter pan on his parents' home.  Once this work is completed, a Municipal Inspection and cut in card and a PSE&G Inspection are required before service can be restored to the home.

  ************** mentioned that he had PSE&G's "Weathering the Storm pamphlet" which outlines this but does not agree with the information and hung up the phone.

• Initial Complaint

  Date:07/06/2023

  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.

  i am writing in regards to my daughter ******************************* the **** is in her name and her phone number is ************ i have requested an extension and spoke with someone last week she said she can only give an extension until tomorrow july 7th 2023 and she fought with me sorry i forgot the payment arrangement and I am the only one paying the bills cable water gas and electric so i have to split everything i cannot afford **************************************************************************************************** the same boat as i am what a thing to say to a customer i have also canceled the card someone charged over ************************* gamed i do not play games on my phone still have not received the new card so please need extension and lower payment amount thank you i do not have my daughters **** in front of me

  Business Response

  Date: 07/10/2023

  I spoke with *************************************** customer agreed to a ******** payment arrangement of $105 plus bill to guarantee service. Customer was referred to NJSHARES and NJLL for assistance.

• Initial Complaint

  Date:06/27/2023

  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.

  How is PSE&G allowed to charge consumers $138 for a broken payment? I made payment arrangement for the first time in January (breaking down the bill into 2 different date of payments, not realizing that it would not be automatically debited from the bank account. In turn, an amount of $138 was added to my bill for non-payment which I think is absurd and I am sure other consumers would agree. Is there a way that fee would be lowered especially for consumers struggling? I would appreciate it if you can look into this. Thanks Account #**********

  Business Response

  Date: 06/28/2023

  Spoke with the customer about the ******. Customer was on a *** and made a down payment but never paid the next months bill. The remaining balance on the *** was billed to the customer on the next months bill. The customer went on another *** for 100 down and a 6month ***. Also doing an investigation for the electric meter.

• Initial Complaint

  Date:06/21/2023

  Type:Order 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.

  They put a $85 dollar collection bill on my credit and said I owed I closed this account 3 to 4 years ago payed in full wen I called them 3 times they said they couldnt find my account its been closed so long so how I owe $85 dollars 10 PSEG SERVICES THEY CONTACT INFO IS *********************************************************************** THERE NUMBER IS ************ last 4 of my old account number is **** I dont owe them anything and I want this off my credit plz

  Business Response

  Date: 06/23/2023

  This customer is showing an address of the Bronx **, he is also saying he had an old account with PSEG but the account number he is  only 4 numbers. We need more information to look it up. I tried his name, email address and nothing comes up. We need more information.

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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.

  From April 1st 2022 to April 30, ****************************************** ***********, ** and got my power through PSE&G. After receiving my first bill I saw the PSE&G had my unit number wrong. I immediately called PSE&G and compared the meter and unit number they had on file. They assured me that the meter number was correct and I was being billed correctly. In the last month of my lease I realized that there were two separate meter numbers on my bill. I called PSE&G again who stated that I had, in fact, been charged for 2 apartments the entire time I was living in ***********. They stated they would issue me a check to pay back the credit in the amount of approximately $340. I have called multiple times in the past two months and still have not received the check.

  Business Response

  Date: 06/21/2023

  Spoke with the customer and explained the check will be going out in the mail tomorrow 6/22/23. there was a lock on the account after it was closed. So the customer ********************** reps never removed the lock so the check can be released.

• Initial Complaint

  Date:06/05/2023

  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.

  I was on a payment plan with PSEG. I had a problem with a payment so they canceled my payment plan. In order for me to get it reinstated I have to put a down-payment of ******. If I had ****** I would not need a payment plan. Then I questioned why my bill is high and no one is barely home. There is a gate that is often locked where the meter is so I don't know how the readers are submitting a actual meter reading. This whole company is a scam. Over charging consumers and when you ask for help they just want more money. I will pay current bill but I do not have a down payment to reinstate my payment plan. I have kids in school so I need my electricity.

  Business Response

  Date: 06/06/2023

  Customer receives gas and **********************************************.  The accumulated balance is $1619.34.  Last payment was $312 on 5/16/2023.  Customer has had two payment arrangements in the past twelve months that were not kept.  
  
  Company advised customer $400 is the required amount to set up another payment arrangement. Customer agreed to pay $400 today and beginning with July she will pay the current bill, plus $100 for twelve months, at which point the account will be current.  
  
  Customer was also advised Meter Reading supervision will follow up with her to review how her electric meter is read monthly.  

• Initial Complaint

  Date:05/08/2023

  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.

  PSEG told me I broke my payment plan and is demanding I pay $1320 by 5/12/23. I have reached out for an explanation on 5/2/23 and have not received a response.At this point, I have overpayed $800 since November towards my PSEG account and I requested those additional funds be paid towards the balance. Still have not received a response.

  Business Response

  Date: 05/19/2023

  Called ******************** and left a message on the answering machine.   ******************** had a payment of $560 due by 4/12 however customer made a payment of $350 on 4/28. Because that payment was received after the next month's bill was processed the payment arrangement was broken.  ******************** made a payment on 5/12 and account is in good standing at this time.

• Initial Complaint

  Date:05/07/2023

  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.

  I have not received a PSE&G bill since I have moved in on December 2, 2022. I only received a bill for the transfer of service to my new residence. I have a *** home energy assistance and a registered life saving equipment my cpap breathing machine on my account. I called them 2 weeks ago regarding the egregious mixup on my PSE&G account which had an old address from almost 8 years ago. It wasnt even my previous address of ******************************************************. When I asked why my bill was like this for the past now 5 months and only a small print of the service address, as I need my corrected utility bills showing my correct mailing address. The customer ********************** representative said a supervisor would call me and would help me get the corrected bills for the past 4 months. I have not received any communication from PSE&G. Please help me get my address corrected on the current and the previous bills for the past 4 months as I am a victim of identity theft and have an attorney who advised me to file a police report (which I did)and need to prove my identity to the 3 credit bureaus investigating my identity theft claim thank you.

  Business Response

  Date: 05/12/2023

  Unable to send invoices with corrected mailing address---address has been updated going forward. However, will print and mail invoices to the correct address per customer request 

  Customer Answer

  Date: 05/14/2023

  [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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/04/2023

  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.

  I am a residential electric customer of PSEG and use net metering ****ing every month and am signed for auto **** payment option. My current electric **** (March 23 to April 24) is an estimated ****, which is overstated in my usage and way underestimated in my solar panel production. On April 28th, I sent an email to PSEG providing the correct meter readings for both usage and production. This morning, I called the customer ********************** to be sure that they correct the **** with the correct meter readings I provided. After being on hold for 20 minutes and bouncing around from one person to another department, I was told that they can't answer my call and disconnected. I fully understand that sometimes the utility company doesn't have the manpower to read the meters and has to estimate. However, there has to be some logic to the estimates. The days are getting longer thereby reducing the power usage and increasing the power production. If they had used my last **** to estimate the current month's ****. Anyhow, to control my monthly budget, I can't afford to pay the wrong charges PSEG will deduct from my bank account. Therefore, I request PSEG to correct my current **** with the correct meter reading I sent them in my email. Any help would be appreciated.Thank you.

  Business Response

  Date: 05/05/2023

  Spoke to the customer and he stated to me the issue has been resolved. The bill was estimated high customer sent in a reading and the bill has been corrected.

  Customer Answer

  Date: 05/05/2023

  [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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/03/2023

  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 a worryfree contract with PSE&G.I have had it over over 10 years.I purchased a new worryfree contract for my washing machine.PSEG required a 14 day wait period before a claim can be made.I made an appointment after the wait period.When the technician arrived this afternoon, I told him I had an issue with the agitator in the machine.The first words out of HIS mouth was that this issue happened more than 4 days ago.He then states that this issue must be 6 months old and I would be charged $175 for the part.PSEG in their rules and regulations state that once you purchase a worryfree contract you need to wait the 14 days before filing a claim. The rules do not mention that the service technician will be responsible for making a determination on when the issue started.When I asked him to clarify why the part would not be covered, he stated that I SAID THAT THE ISSUE STARTED 6 MONTHS AGO. Those words NEVER came out of my mouth.I told him I was very upset and would cancel my worryfree contract for all 3 appliances.But after further reflection, I don't feel like this issue was not handled professionally.I have spent approximately $400 a year for over the past 10 years on worryfree contracts.When I purchase a new contract on the washing machine and follow the rules established by PSEG, I find it unexceptable that I am refused service.I would like someone from corporate to call me to get this resolved.

  Business Response

  Date: 05/17/2023

  Customer admitted to Appliance ********************** Supervisor and in complaint description that this issue has been going on for months. According to terms and Conditions of the WorryFree *******************, washing machine in this case, must be in good working order when the contract is purchased.  Service supervisor explained to customer. ********************** Supervisor attempted to resolve by offering to install the agitator dogs under the worry free contract, but charge the  would be responsible for the part and labor costs associated with the water level system. Customer refused. 

  Customer Answer

  Date: 05/17/2023

  
  Complaint: 20015092
  
  I am rejecting this response because:

  When the technician arrived I mentioned that the agitator was not working.  He said that it was a normal wear and tear item and was not covered and would cost $75.

  I then mentioned that at times the washer over fills or under fills.  I did not mention any time frame.  The technician said that it would be covered and he would order me the part.

  When I questioned why one was covered and not the other, he said that the agitator would have broken down over a long period but the filler part could have broken down at any time?????

  At that point, I told him not to bother ordering the part as I would be cancelling ALL THREE OF MY MAINTENANCE CONTRACTS.

  I filled out a BBB complaint to make sure there was a complaint on file.

  When the company called me back:

  The representative told me that he would cover the cost of the agitator since it was only a $5 part.

  He said I would need to pay for the filler component.  When I asked why, he said that I said that the part broke down months ago.  I never told anyone that the part broke down months ago.  It may be an assumption on their part???

   

  This complaint can be closed as being unresolved due to the fact that the technician and the representative gave conflicting responses including pricing.  Since I have cancelled my contracts with them I am no longer seeking anything from the company but want the record to show how deceptive the company can be.

   

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