Complaints

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:12/29/2022

  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 moved from one house to another in 2015 and switched my account from one house to the next, however i was owe a multiple thousand dollar credit from a mistake they made previous to the move. When i switched houses i told them they need to make sure my credit gets applied to the new house (15 Ducky ln) and not the previous house (******************* never received any credit I was owed.About a month or two ago PSEG added $******* to my bill saying it was an unpaid balance from my old house which they claim i never turned the service off to. Somehow they left that account open since ******************************************************************************** 2020 which they could not turn services off at the time. The current owner somehow was allowed to use up all my credit and run up an additional ******* without the service being terminated till now. I have never received ANY bills for the previous address since moving and they told me its because the bills were going to the old house (obviously i dont own the house and didnt get them). MY online portal has not shown my old house since 2015 when i moved, and my bills that are emailed to me are only for my new house. I spoke to a supervisor and she says i was getting emails for both houses bills which is not true and not even something they can prove. They refuse to send me all the bills from the previous address because they are "too old" and i dont own the house (obviously) but my ******************* stands and they can't find anything in their system saying I shut down the account at the old house. They are now threatening to turn my electric service off at my current house unless I pay them this $******* even though i told them its not my bill and have been paying the current charges to my current address. I need help here before i get stuck having to pay them this money and *** them for the ******* plus the multiple thousand dollar credit they owe me and gave to someone else.

  Business Response

  Date: 01/13/2023

  The customer applied to have service at their new location to start as of 11/15/15, but our records reflect that they did not request we turn off the service at the old location.  Rather,during a field investigation conducted at the old location on 11/13/15, the customer indicated he planned to demolish the old house and rebuild. The service to the garage at this old address was to be left on so that the customer can have service when house construction began. 
  
  As a result of the investigation, a billing correction was made to an actual reading which resulted in a small credit balance which was applied to the next two bills.
  
  The customer was advised the account for the previous address was on paperless billing, and we sent the bills to the same email address that the bills for their new location were sent.  The customer was advised that our records reflect these emails were delivered and some were opened at regular intervals even in the past year. 
  
  In addition, the old account was enrolled in our Direct Pay program, and we continued to take automatic monthly payments from the customers bank account through 2018.  The customer did not request to be taken off this program until 2020. A turn off request was not received at that time either.
  
  The customer stated that their online portal has not shown their old account since they moved.  We do not remove an account from a customers MY Account online portal on our web site;the customer is responsible to add or remove any accounts from their sign on themselves. 
  
  The customer was advised many people maintain two electric accounts at the same time, and we have no way of knowing if a home is sold. The customer was advised that they are responsible for the service until they request a turn off or a new party applies for the service.  Since we had no record of a turn off request and a new party had not applied for the service, the account at the old address remained in the customers name until the service was locked for non-payment in August 2022.  The customer was advised they can seek financial assistance.  There has not been any requests to restore the power to date.
  
  We sent the customer billing history and cash statements which document the usage, charges and payments on the old account.  An Account Balance List which provides a running balance of charges and payments from the date the account was open was also provided.  The customer was offered and accepted a payment arrangement on the transferred balance.
  

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The person I spoke with yesterday still isn't understanding that I did in fact turn the electric off - and the credit and rebill they did was because THEY didn't read the meter for almost a year, causing this account to credit to over **** dollars, which them ran out in 2020 and ran up another 7k in charges that were again, NOT MINE SINCE I DO NOT OWN THE HOUSE *** HAVE NOT LIVED THERE SINCE 2015. I was forced to start a payment arrangement because they were going to turn off the electric at my current house for not paying the **** dollars they added to this bill. Someone else from PSEG called me this morning about the complaint and knew nothing about yesterday's conversation so I explained it all again and she is going to reach out to the other representative and get back to me on Monday (possibly)

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 01/26/2023

  As a result of the field investigation conducted on 11/13/15, a billing correction was made to correct long term estimated bills as the customer stated. The customer was advised this did not result in a large credit balance. I explained that we cancelled and credited the amount of the estimated bills for service from 2/10/15-11/10/15 totaling $1,868.50, then rebilled the account to an actual reading for service from 2/10/15-12/10/15 totaling $1,605.15.  With one more month of service included, the resulting credit was only $263.35.
  
  The customer was advised that each customer is responsible for the service until they request us to turn off the service or until a new party applies.  The customer was advised this applies regardless of who owns the home or if they vacated the premises.  I advised that we have no way of knowing if the house was sold, and many customers have accounts at two locations. The customer was advised that it was their responsibility to request we close their account or make sure the new owner applied. 
  
  There is no record of him requesting us to turn off the service at the old address. This customer was advised that they are responsible for the transferred final balance for the following reasons:
  
  1. During a field investigation conducted at the old location on 11/13/15, the customer indicated to our investigator he planned to demolish that house and rebuild. The service line and meter were removed from the house, but the underground service to the garage at this address was to be left on so that the customer can have service when house construction began. They did not request to have the service turned off.

  2. At that time, the customer had applied to open another account at a new location to start 11/15/15.
  Automatic payment deductions for the bills at the old address continued from the customers bank account until 2018 when a rebill resulted in a credit balance.
  

  3. In 2020, the customer requested us to remove him from automatic payment on his old account, but he still did not ask to close the account at that time. The customer was aware the account was still open in his name.
  

  3. The customer was on paperless billing, and our system shows the customer continued to open emails with the bills for his old location.
  

  4. The account at the old address was locked for non-payment on 8/17/22 and closed. The outstanding balance was transferred to the customers active account at the other location in October when it remained unpaid.
  
  After discussing the points above, the customer stated they will make an agreement as they were already offered.  They were not forced to make an agreement.  

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business clearly did not resolve my complaint. No one has gotten back to me the 2nd time and the person I spoke with that sent the reply never even initiated the payment plan I was forced into taking to keep my electricity on so I am again in danger of losing the electric service at my home, which the bill is current. I'm not sure what else to do at this point other than look into litigation? 

  
  ***************************
  ************
  

  
  

   
  
  
  
   
  

• Initial Complaint

  Date:11/30/2022

  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.

  In June of 2022 we began to receive electric bills that were triple of the previous year. We started to call mid June and were told by several different rude and disrespectful people that the problem was not on their end that it was our issue. They claimed there was nothing wrong with our meter; we requested a new reading and a technician allegedly came and said everything was okay. Our electric bill continued to go up through July and August. We finally got in touch with one employee who was sympathetic and sent us to the high bill investigation departement. This was in late August. In early September of 2022 the investigator showed up and said that the meter# for my address matches my neighbors, and my neighbors matches my #. In short for two years, the houses are new construction and built at the same time, I have been paying my *************************** and they have been paying ours. It is now December and there has been no resolution, and PSE&G is claiming I owe them money. They have not fixed the issue and I am still being billed for my neighbors usage.

  Customer Answer

  Date: 12/26/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding PSEG Long Island, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/04/2022

  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.

  Ive paid every bill and at every settlement month owed nothing I was on balanced billing and was either owed a check or zeroed out end of every cycle recently I was told about having only electrical heat could save me money which I have they sent out a worker to assess the home and deemed I should be refunded for 2 years well that refund came to $2,204.15. Pseg then said they have to rebill me each month at actual cost long story short when all was said and done I owed them 640 and change I contacted them multiple times to say I wouldnt have had this done the idea was to SAVE money not charge me every month I am now being slammed I just made a 200$ payment for it to not even make a dent im almost right back to where I started I want my refund and I want my bill fixed they are also claiming Im using more electrical then I am Ive actually cut back they say well the temperature outside takes effect on usage thats a load of bs whatever USAGE THE CONSUMER USES is what is charged I could choose to sit here in 50 degrees to save money so they should check on theyre so called smart meters which are overcharging me as well. I want my refund and I want my bill corrected moving forward.

  Business Response

  Date: 11/07/2022

  I spoke to the customer about the rate change on his account and the back billing status. The customer was given options for billing. 

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I settled at every settlement month and was Ill informed about the 580 program and would have never unenrolled from balanced billing to therefor go back 2 YEARS and be rebilled on the 580 rate I was then told because I INQUIRED about it therefor Im responsible how about you train your reps about teaching consumers the risks and the benefits of a program instead of sending a surveyor who said yea theyll go back 2 years and cut you a check when asked if I would be refunded. Actual usage was paid for every year how does a company settle every year go back unsettle to resettle its absurd and I feel fully entitled to my normal bill of which I was paying and the difference REFUNDED to me 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 11/08/2022

  the customer has been advised of the two-year corrected billing. and that the budget billing was suspended until all the bills were back to current. The customer disputes this policy and was offered a monthly agreement on his bill cycle.

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  As I said I settled every year I did not agree to come off balanced. Liking and was then renrolled into it by YOUR system not by me BBb needs to step in because once again I did not agree to this and was ILL INFORMED of the entirety of the program to which you said I made the INQUIRY so because I inquired Im penalized I dont think so and Ill take this the full way to arbitration. Moving forward I will reject all offers until you make the fair move and refund me and correct my bill. 

  
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/02/2022

  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 receive letters from PSEG, they say the have been unable to reach me by telephone, however they never call. I questioned the company and they admitted they never made calls. They admitted the letter is wrong and fraudulently claiming they contacted me when they dont. I told them if i ever get it again I will report them, so here I am reporting them for their false, knowingly letters that are lies and they still send them.

  Business Response

  Date: 11/16/2022

  ***BBB 11/16/22 *** I called the customer to advise that at this time there is no plan to change the wording of the letter he received. The customer became upset and stated he would go further with his complaint.

• Initial Complaint

  Date:11/01/2022

  Type:Product 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 mistakenly sent my fist payment of $207.40 with **** ** to my customer ID number instead of my account number. ********************** Payment Investigations continues asking for documents from my bank which they do not have. I have provided numerous bank documents to **** ** showing the transaction provided to me from the bank branch and banks online team, but **** refuses to refund my money spent. I feel that I have been robbed through the **** **'s clear negligence in record keeping. This is not their money. I have already repaid the bill to the proper account number, and they refuse to help with a solution.If this is not resolved **** will absolutely see me in small claims court, even though it is for such a small amount of money, this type of behavior is highly unethical and should not go unpunished. Why not come up with a solution now so we don't have to both waste our time in court? It just doesn't make sense.

  Business Response

  Date: 11/02/2022

  i spoke to the customer and his missing payment has been found and applied to his account. 

  Customer Answer

  Date: 11/04/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  I live right behind the local trail of PSE and G I have mounds of poison ivy poison oak, snakes, all roughage and overgrown trees and all types of garbage behind my fence. People use it as a dumping ground. I and my son are highly allergic to poison ivy and oak. Each year I spend hundreds of dollars trying to kill all the poisonous plants thats coming through my fence. Not to mention the trees that are growing over my fence and into my fence Ive called PSE and G countless times and no ones ever gotten back to me I first called the town and the town told me that it is PSE and Gs responsibility to clear this up

  Business Response

  Date: 10/18/2022

  PSEG Long Island attempted to contact the customer by phone, but we did not get an answer or voice mail.  We emailed the customer advising that a contractor has been assigned to clear the fence line area of vines,poison ivy, etc. and also to clean up any trash in our Right of Way (ROW) at the front and behind of their house.  We advised the work should start tomorrow, 10/19/22, and be completed by Friday, 10/21/22.  

  Customer Answer

  Date: 10/18/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  As the owner of this property, I called PSEG to have service transferred to my name. I have a current residential account and have had several other accounts all with exemplary on time payments. The electricity was on this morning. After my call, PSEG shut off all electric. Now, I have no electric. The house has been broken into recently and I now cannot have any security cameras because PSEG representative turned off power. I have provided all information such as proof of ownership of the home. I call the **** emergency line and am forced to hold over 40 minutes. I must have electricity as soon as possible. I am an outstanding customer with excellent credit and payment history and have proven I am the owner of this property.

  Business Response

  Date: 10/10/2022

  i spoke to the customer and the service issue was settled on October 7th and reconnected.  

• Initial Complaint

  Date:09/26/2022

  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 a new home owner, I lived at ********************************************************* with and acc# ********** for the lights. I moved and wasn't awear that the acc#s*********** 5) was not going to be the same in the new house. I was still getting the bills from the old house and the new house come to me, not knowing it was 2 different #'2 so i continued to pay the 1 that was on my bank bill pay, and if i had the bill with me i would pay it by phone some times at work.. So i was paying on 2 different accounts not knowing.. PSEG kept sending me bills but i was paying it again thinking it was the right 1 i was paying. They stated back in July that i have not paid them from 11/1/2021 but my bank statement say i have. They have been taking the money for the other closed account and cashing the check and saying they sent it back to me. I have got noting back from them, I gave them all the information that they asked for but they stated that can't work. I need help getting my money back because i can put that to my other account i have with they. . I will email the supporting documents because i can't upload them

  Business Response

  Date: 10/13/2022

  10/13/22 I called the customer to advise that all payments that she made to her old account in error have been transferred to her current account and left my name and phone number for any further assistance. There was no answer when I called so I left a message with the above information. 

• Initial Complaint

  Date:08/15/2022

  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 received 3 credit vouchers for $35 each for recycling 3 dehumidifiers. The codes kept coming up invalid. I finally got two to work, but the third one does not. Called and spoke to a service person for ***** minutes, but she could not figure it out, and made me create a whole new account, apart from the one I already created. She was asked to have a supervisor call me, who called 3 days later and left a condescending message on how to copy and paste the code from an email into the code field. It was not help. I just tried again and waited on hold for 20 minutes before hanging up.Horrible experience, shady & deceptive info (you cannot apply more than one code to each purchase, even though it suggests otherwise). Slow, unresponsive website. Poor customer support. Poor and unprofessional behavior and service during appliance pickup. Just all around frustrating experience with something to "help the environment." Yeah right!

  Business Response

  Date: 08/17/2022

  8/16/22 I spoke to the customer at 9:30 am. We discussed the issue he has been experiencing with a voucher and came to an amicable way for the customer to be able to receive his vouchered amount. The customer is satisfied and the ******************** case is closed.