BBB Accredited Business since

Puget Sound Energy

Phone: (888) 225-5773 Fax: (425) 424-6537 View Additional Phone Numbers PO Box 97034, Bellevue, WA 98009 View Additional Email Addresses http://www.pse.com

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Description

This company offers residential and commerical utility services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Puget Sound Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Puget Sound Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 76 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

76 complaints closed with BBB in last 3 years | 30 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 54
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 21
Total Closed Complaints 76

Customer Reviews Summary Read customer reviews

1 Customer Review on Puget Sound Energy
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: January 01, 1956 Business started: 01/01/1873 Business started locally: 01/01/1873
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Department of Labor & Industries
7273 Linderson Way SW, Tumwater WA 98501
http://www.lni.wa.gov
Phone Number: (800) 647-0982

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Greg Zeller, Director of Customer Care Mr. Gilbert Archuleta, Mgr Reporting & Anal Ms. Stacey Hammond, Complaints Examiner Mr. Hans Herrmann, Manager, Community Engagement Ms. Patricia McClements, Community Service Manager
Contact Information
Principal: Mr. Greg Zeller, Director of Customer Care
Business Category

Electric Companies

Alternate Business Names
P S E

Customer Review Rating plus BBB Rating Summary

Puget Sound Energy has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • PO Box 97034

    Bellevue, WA 98009 (425) 455-5120 (888) 225-5773 (253) 476-6319

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (253) 476-6319(Phone)
  • (425) 455-5120(Phone)
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Additional Email Addresses

  • - eQuote
  • - Communication/Mass Email
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Complaint Detail(s)

3/28/2015 Billing/Collection Issues
3/26/2015 Problems with Product/Service
3/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over the past twelve (12) months, I have been charged and paid more than $24354.95 in power bills for a residential account. This averages $1739/mo, and is clearly outrageous! The excessive bills have caused me to default on my mortgage payment, resulting in impending foreclosure! There is no way in the world that the bills that I am charged could possibly be correct! It is a 3BR house! PSE claims to have tested the meters, and that they are found to be working properly! I have gone to the WA State Public Utilities Commission, to no avail! I simply can not afford to be robbed like this any longer!

Desired Settlement: I would like the bills for as far back on my account to be rebilled at the correct rate, and refunded the amount in cash! It is not possible that the bills I have been sent and paid could be correct!

Business Response:

Dear *** *******,

Our records show that you previously filed a complaint with the Washington Utilities & Transportation Commission and PSE was found to be in compliance with the rules we must comply with as a regulated utility.  Both the Electric and Gas Meters were tested and tested accurately.  PSE’s billings are accurate and PSE is billing for the correct amount of energy used.  If you would like to speak with someone to discuss ways you may be able to lower your consumption to reduce the amount of energy your home is using please call our Energy Efficiency Services Hotline at **************.

Regards,

****** *******
Customer Care Operations
Puget Sound Energy

3/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did receive a disconnection notice for my power bill. I paid it 2 days after the disconnection date on the weekend. I immediately received a confirmation number and I checked my account and the transaction posted to my account. The following day I came home from work and my power was disconnected. I was unable to contact them that night because the office was closed. I have little kids and it was 30 degrees that night. I had to find somewhere else to stay. I called back the next day and was told I had to pay a reconnection fee to have it turned back on. I said I was not going to pay it as I had paid the bill and they disconnected it after I paid the bill. I was told that even though I had a confirmation number it does not go through there system until at least 24 hrs has gone by. There was no notice of this on the website when I paid. She asked why I had not called in and told them it was paid. I said because I received a confirmation number I did not think I had too. I asked to be transferred to a supervisor. He said not only do I have to pay the disconnection fee of 37 dollars now I also have to pay a 163 deposit fee. I asked why and he said it was because it was policy once the service had been disconnected to close the account and open a new account which means I also had to pay a deposit fee and disconnection fee for a total of 200 dollars. I asked him if he could see that I payed my bill and he said yes I can see that you paid your bill but that doesn't matter anymore. The service was disconnected and now you have to pay 200 dollars to have it turned on even though I had paid, the money cleared my account and I had a confirmation number. He said your electric was turned off and even though I can see you paid the bill the day before it didn't post to their system to a few hours after they disconnected so it didn't matter anymore.

Desired Settlement: I would like a reimbursement for my deposit and disconnection fee. I would also like a statement online saying that amount of time it takes to post and that you will need to call in and talk to agent saying that you paid online.

Business Response:

Dear Ms. **********,

We have reviewed the information you submitted to the BBB and find that the 2/23/15 disconnection of service was in compliance with the rules that we must follow as a regulated utility.  The amount the service was disconnected for was $165.81 which was for 2 months of past due charges which were due 12/23/14 and 1/22/15.  You were sent 2 disconnection notices prior to disconnection of service.  The Urgent Notice was sent on 1/30/15 and the Final Notice was sent on 2/10/15.  The final payment date on both notices to avoid disconnection of service was 2/19/15.  The Disconnection notices read “A payment of $165.81 must be received no later than February 19, 2015 to avoid disconnection of service.  Copies of these notices are included in this response.  The notices also read “If payment hasn’t been made, please call ************** to inquire about payment options”

When the payment was made through the Bill Matrix system on 2/22 a Confirm Payment Receipt was provide which read “If you have received a disconnection notice or your service has been disconnected, please call ************** to speak to a representative”.  An example of this receipt is attached to our response.

We know that having your service interrupted can be an inconvenience and we encourage you to contact our Customer Care Center in the future if you are unable to make your payment by the due date so our agents can discuss payment options with you and set up payment arrangements to prevent disconnection of service.

The deposit and reconnection charge are valid charges and are in compliance with the Washington Administrative Code that we must comply with as a regulated utility.  If you feel PSE is in violation of the rules you may contact the Utilities Commission at ************** or at **** ** ********* **** ** **, Olympia, WA  98504.

 

Regards,
****** *******
Sr. Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy

 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

3/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Puget Sound Energy took my gas service out of my name without my permission, or even notification and placed it in my neighbors name when he started service. When our neighbor found out what had happened they confessed that the placed our gas service on his bill which he already paid. When I called Puget Sound Energy I asked them to provide my neighbor a credit and correct the mistake so that it would again be in the right persons name. They informed me that I would then be liable for the incorrectly billed amount some 2 months later. I told them that if they had billed it properly It would have been paid. I believe that this issue is their error and they should not be charging me 2 months later for services that they did not bill me for. If they place this amount on our account we'll immediately be past due because of their error. When I asked the representative to speak with her supervisor, she refused. Eventually she took my phone number for a call back that never happened. Product_Or_Service: Gas Service

Desired Settlement: DesiredSettlementID: Other (requires explanation) A Credit on my neighbors account for the amount of December's gas bill and for that amount that was incorrectly billed to not be placed on my account. It was inappropriately handled and wrongly billed.

Business Response:

Dear *** *********,

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. The complaint states that your gas service was transferred from your name to your neighbor’s without your knowledge, and that you are requesting credit for your neighbor’s bill for all charges for gas consumption as this was your service and responsibility. You state that you do not feel you should be charged for your gas consumption for the time period in question as this was not your error. 

I have reviewed your account as well as your neighbor’s call to PSE on 12/1 and found that he did not specify when he contacted PSE that he only wished to have electric service in his name, nor did he advise the representative of any arrangement he had made with other tenants to split responsibility for the PSE services at his address. For this reason, both the gas and electric service were placed into his name effective 12/3/2014 per his request.

The gas service at your address was placed back into your name and the billing was corrected for both you and your neighbor for the time period in which he was billed for the gas service at your address. Because you have stated that the gas consumption at the address was your financial responsibility, charges previously billed to your neighbor have now been billed to your account. The billing is valid for services rendered and credit is not warranted for these charges. If you would like to make payment arrangements for your balance, you can contact PSE at 1-************.

I hope that the information provided has resolved the concerns named in your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

Sincerely,

******** ******
Sr. Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

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

2/23/2015 Billing/Collection Issues
2/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of this house in 2011 at the time I canceled services and paid in full. It seems there was someone that illegally moved into this house and PSE turned the power back on in my name without my consent a year and half goes by the squatter was paying the power I found out they never suspended my account and I called explained I live in Arizona and how did my power get turned back on they said were not sure but the good news is they pay on time I said take it out of my name well they did and turned me into collections

Desired Settlement: I want PSE to erase the bill and clear the false reporting to the credit agencies this is fraud and I have never authorized this account to be put in my name.

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hello Ms. ***********, my name is ****** ******* and I am the Sr. Escalated Complaints Examiner for Puget Sound Energy. I have completed my investigation on your complaint. Following are the results of the investigation. PSE does not service the electric at the address of XXXXX X********* in Tacoma. The electric service for that address is service by ****** ****** ********** If you have a question about the electric service billing for the Tacoma address you will want to contact ****** ****** ********** PSE does serve the Gas service at that address and our records indicate you did not contact PSE to stop service in your name until 2/24/14. Our records do not show that you contact PSE to end gas service in 2011. Your account remained active until you called us on 2/24/14. I have reviewed the call recording from 2/24/14 which I have also attached to this response. The call was made to us by you on 2/24/14 at 10:02am from phone #XXX-XXX-XXXX. In this call you requested to disconnect service immediately at the XXXXX ********** address in Tacoma and verified your mailing address was **** ******** *** McKinney TX XXXXX and provided a contact phone number of XXX-XXX-XXXX which is the number you called us from. Our records show that we were notified of your Chapter 7 bankruptcy case XX-XXXXX filed in Seattle WA on 4/4/13. On 8/20/13 we processed the bankruptcy on your active account #XXXXXXXXXXXX with an end date of 4/4/13 and opened a post bankruptcy account number effective 4/5/13 with a new account number of XXXXXXXXXXXX. The balance included in the Chapter 7 Bankrupty was $456.12 which included gas charges up to 4/4/13. The post bankruptcy account was for charges from 4/5/13 to 2/24/14 when you called to close the account. The unpaid Final Bill was assigned to a collection agency on 7/10/14 in the amount of $196.65. Again, PSE does not service the electric service at the Tacoma address. If you have any further questions regarding your gas account with PSE please let me know. Regards, ****** ******* Sr. Escalated Complaints Examiner Customer Care Operations Puget Sound Energy ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 7, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a lie I had told them to disconnect service when I moved in Jan 2012 and they let someone else use our services. Here's the question if I had a Bankruptcy then why would you turn into collections? I ask that PSE remove it from my credit as well as 0 balance it since this is fraudulent and I can prove I wasn't at the residence nor did I own the hop use at the time. There has to be a way to stop PSE from frauding people credit Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2015/01/23) */ PSE does not have record of you contacting PSE in January of 2012 to resquest service be disconnected. Our records show that the first notification we had from you to disconnect service was on 2/24/14 and a copy of the call recording was provided in our initial response on 12/17/14. We have also included this recording in this response for your review. It is standard procedure to send all unpaid closed account balances to collections, this includes balances included in a bankruptcy. If there is a bankruptcy the collection agency will forward the debt to the credit bureau with a flag that the debt is included in the customer's bankruptcy. PSE will not be removing the debt from your credit report. If you have concerns with this debt you will want to contact the Credit Bureau. We are sorry if this is not the outcome you were hoping for. Regards, ****** ** Sr. Escalated Complaints Examiner Puget Sound Energy

1/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When originally setting up my account for the first time after purchasing a home in Federal Way this March, I was asked if I wanted to contribute to something called the Warm Home Fund. I agreed thinking that this would help even out my bill throughout the year - that extra $50 per month would help offset my winter heating costs. It is not made clear on the website that they then take this money and give it to other people. I expected this to be credited to my bill in the winter. If I had understood this was a donation, I would not have agreed. They need to make this more clear and they need to credit me back for the approximately $450 they charged me for this.

Desired Settlement: Credit back for the amount they are charging me for something I never wanted. They need to make clearer what this "fee" is really for on their website.

Business Response: Initial Business Response /* (1000, 5, 2014/12/30) */ December 30, 2014 Dear Mr. *******, My name is ****** and I am the Sr. Escalated Complaints Examiner for Puget Sound Energy. I want to thank you for taking the time to share your concerns with us regarding the Warm Home Fund Contribution on our Web site and I am sorry that you had to file a complaint with the BBB. I have investigated your concerns and can see that when you signed up for Auto-Pay on 3/14/14 you elected to contribute to the Warm Home Fund. It appears you did not know what the Warm Home Fund was for. Had you looked on our website for information on the Warm Home Fund you would have seen the following explanation: Warm Home Fund donations go toward helping PSE customers, who qualify, to pay their energy bills. It is administered by the ********* ***** Donations are completely optional. At this time, we have reversed the 8 Warm Home Fund donations you contributed which amount to $400.00 and issued a refund check to you for this amount. TO PREVENT ANY FUTURE DONTATIONS YOU WILL NEED TO CANCEL YOUR WARM HOME FUND CONTRIBUTION BY LOGGING INTO YOUR MYPSE ACCOUNT. After you log in: CLICK ON MY ACCOUNT PAY NOW WORRY FREE OPTIONS VIEW/CHANGE UNDER AUTOMATICALLY PAY YOUR BILLS CLICK CHANGE IN OPTION AMOUNT WHERE IT SAYS $50.00 Warm Home Fund remove the $50.00 CLICK OK Also, PSE recommends on the 'When to Pay' option that you select 'on due date' rather than 'as soon as the bill arrives'. This gives you an opportunity to review your account before your payment is sent to PSE. The 'as soon as the bill arrives' option will schedule the payment for the next business day after the ebill email is sent. Again, I am sorry for the confusion and if you need help cancelling the Warm Home Fund contribution you may contact our Customer Care Center at X-XXX-XXX-XXXX and they can walk you through the process.

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had more than one issue with PSE. The list includes billing issues, customer service issues, and failure to call back (or leave messages), and failure to contact me via email. I found out that I had missed my last payment at an apartment through my credit report about 7 to 8 months later. No one had contacted me. I also moved out of the apartment and closed my account, but PSE had no record of that and they were continuing to charge me even though the apartment was rented out. After speaking with PSE I did not realize I had missed my last payment and sent them closing paperwork to prove I had moved out 7 months prior. I had requested multiple times for supervisors to call me, and did not receive a call. After weeks of waiting and calling, I finally spoke with a representative named ******. She has been the only helpful person in the entire company thus far. She was able to pull out our past due from collections and said she can get a manager to call me in an attempt to take off some charges for the hassle I have been through in the last 7 to 8 months. The manager spoke with my wife and said they can only take off $5. WOW!!! $5 whole dollars for this headache. PSE is awesome. The manager said they would look into it some more and call back, but of course we have not received a call or mail or voicemail with a call back number. Everytime we get a call, it is from the collections department and they aren't even on the phone when we answer and they don't leave voicemails either. For any further explanation, I would love to have someone high enough in the company call me.

Desired Settlement: The settlement I am seeking, is for PSE to forgive the amount owed (roughly $150). This has taken more time away from me then what is necessary. It has burdened my credit score/credit report. I would like a district manager to call me and take care of any further issues I have, and I would also like a sincere apology on behalf of PSE from a district manager or higher. I don't believe $150 is going to hurt a large company like this, but the $150 has an effect on my monthly budget as I am active duty military and don't make a whole lot of money.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Hello *****, My name is ****, I'm a complaints examiner here at PSE and I will be working with you to resolve your case as soon as possible. I'm very sorry for the amount of time that has passed and the extent this is taking to resolve this issue. I took a look at your case and it looks like the bill in question was for consumption during the cancellation process. Meaning you cancelled your account and the usage was calculated and billed out after the cancellation for prior usage. I pulled ******'s messages and it looks like a 37.57- credit was provided to cover the 3 months of charges after the move out as a courtesy. ****** also spoke with ***** ******* he agreed to pay the usage charges that would be pulled back and understood those charges were for usage during the time they lived in the home." I took a look at some of the supervisor call backs, and I only saw two attempts where messages were left. I will set up some time with our call center managers and let them know we're not meeting customer expectations regarding supervisor callbacks. Unfortunately Since pse is a regulated utility we are unable to forgive the balance on your prior account. Thank you, **** * Initial Consumer Rebuttal /* (3000, 7, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not agreed to pay all charges, I did not receive any messages, and I was still waiting for a supervisor to call. I also do not know what my final bill is. I still want an apology from an manager from the company. I believe that PSE dropped the ball, and initially sent things to collections which effected my credit score and cause other financial issues in my household. Again, what did this $37.57 go towawrds? and what is my final bill? Final Business Response /* (4000, 9, 2014/12/17) */ Hello *****, I will have a supervisor reach out to you on 12/18/14. She will be able to go over your account and answer any questions you might have. Thank you

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 24th, 2014 I had several issues with Puget Sound Energy (PSE). Around Noon a PSE worker knocked on the door demanding that my husband give him a cash or check immediately or he was going to turn off our power. My husband called me at work and put me on speaker phone with the PSE worker, I asked the PSE worker if I could contact PSE Customer Service and verify his identity as there has been reports on the news of fraudulent persons claiming to be from the power company demanding money. The PSE worker refused to wait to me to contact PSE customer service. He also refused to accept my confirmation number from my payment that was made on 11/21/2014 via the PSE Bill Pay on-line and was due to be deducted from my checking account on 11/25/2014. The PSE worker was at my house for less than 5 minutes and he disconnected the pow-er, he was unwilling to wait for his identity to be verified and unwilling to work me with. He disconnected the power leaving my husband and baby stranded with out power, my husband had no way to prepare food for our son. I immediately contacted PSE Customer Service and their customer service agents refused to let me speak with a supervisor. I ended up having to pay a $140 deposit on a new PSE account and a $37.00 re-connection fee for a total of $177.00. I was told that a supervisor would give me a call back with in 24 hours. It has been over 24 hours and I still have not received a call from a supervisor.

Desired Settlement: PSE should have to either credit my account the $177.00 I had to pay to get my power re-connected or pay me back the $177.00. PSE should also take a look at the way their employees treat their customers and look at their policies for issues like this in the future. It is the customer's right to verify any persons who show up at their house demanding money for services.

Business Response: Initial Business Response /* (1000, 5, 2014/12/05) */ Dear Ms. *****, My name is ****** and I am the Sr. Escalated Complaints Examiner for Puget Sound Energy. I reviewed the BBB complaint you filed and we received on Monday, 12/1 and reached out to our Call Center Supervisor who I understand called and spoke with you that same day. Her name is ******** ******** She let me know that she called you and spoke with you regarding the information you were provided that you would receive a call back from a supervisors with-in 24 hours. We apologize those expectations were not met. ******** and I both also forwarded your complaint to the supervisor of the employee that was at your home on Monday, 11/24 to collect the past due balance of $223.36. The $223.36 past due balance was for the following charges which consisted of 3 months of past due charges: $33.48 due 8/22/14 $101.34 due 9/24/14 $88.54 due 10/24/14 I was advised that the Field Supervisor, ***** ******* also called you on Monday, 12/1 at approximately 10:50am and left you a message on phone number XXX-XXX-XXXX with her name and phone number of XXX-XXX-XXXX for you to return her call. I check with her yesterday to see if you have returned her call and she said you have not. If you would still like to discuss the concerns you have with the field employee that was dispatched to collect or disconnect the $223.36 past due balance on 11/24 please call the Supervisor, ***** ******* at XXX-XXX-XXXX. I have performed a compliance check on your account to make sure you received the proper notification prior to the service being disconnected and find that you were. As a regulated utility, PSE is required to send 2 disconnect notices prior to disconnecting service. Your first disconnect notice which was an Urgent Notice sent on 11/3/14 in the amount of $223.36 and a due date of 11/21/14. The second notice sent was a Final Notice sent on 11/13/14 with a due date of 11/21/14. Below is the verbiage copied from the Final Notice. Immediate Attention is required: The energy service, at the above address, with Puget Sound Energy is scheduled for disconnection. A payment of $223.36 must be received no later than November 21, 2014 to avoid service disconnection. If payment hasn't been made, please call X-XXX-XXX-XXXX to inquire about payment options. Please pay the minimum amount due or contact Puget Sound Energy for mutually satisfactory payment arrangements. Failure to do so will result in service disconnection without further notice. Important: If service is disconnected for non-payment, a minimum reconnection charge of $37.00 plus an additional deposit is required for reconnection. Appointments for reconnection are subject to scheduling availability. Please note that there is a $13.00 charge for a field representative visit. I also checked your account to see if you had contacted us prior to the 11/21/14 disconnection notice due date to inquire on payment arrangements and do not see any contacts from you prior to 11/24/14 when our field collector was dispatched. Once our collectors are dispatched their job is to collect the amount on the disconnection notice or disconnect the service. Again if you would still like to discuss this process with our Field Supervisor, ***** *******, please call her at XXX-XXX-XXXX. The results of our compliance investigation find that PSE was in compliance with the rules and the disconnection on 11/24/14 was valid. It is not possible for PSE to credit your account for the $177.00 you paid to have the service reconnected. Those charges are in compliance with the rules we must comply with as a regulated utility. Regards, ****** ** Sr. Escalated Complaints Examiner Puget Sound Energy Initial Consumer Rebuttal /* (3000, 7, 2014/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response just skates around the issue. I will be contacting ***** ******* to discuss the actions of the disconnect employee and his refusal to let me verify his identity as a PSE employee. If he had allowed us to verify his identity we could have and would have paid the bill right then either by cash or check. It is my belief that the PSE employee is partially at fault for his refusal to allow me to check his identity before handing over a cash or check. Final Business Response /* (4000, 9, 2014/12/12) */ ***** would be glad to speak with you about your concerns. We have also received the complaint you filed with the Utilities Commisson and have sent our response to them. Thank You, ******

12/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i had a deposit of $180 they said they put it as a credit which was not true. and they refuse to refund my deposit

Desired Settlement: my deposit refunded

Business Response: Initial Business Response /* (1000, 7, 2014/11/19) */ Hello *****, My name is ****, I'm a complaint examiner here at PSE. I will be working with you to resolve your issue. I noticed we charged you a deposit of $180.00 on 9/5/2012. Generally as long as the bills are paid on time we then credit the funds back to you in a year. I also took a look at the invoices for 9/13 and 10/13 and it looks like the 180.00 credit was applied correctly to your account. I have attached the copies of the invoices for your reference. Initial Consumer Rebuttal /* (3000, 9, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if they did take my deposit as a credit i was not made aware of this the first time i tried to get my deposit back i was told it has gone... Final Business Response /* (4000, 11, 2014/11/24) */ Hello *****, I apologize for the confusion, when a deposit is accepted this should have been communicated to you that after a year of on time payments it would be applied as a credit to your account. Final Consumer Response /* (4200, 13, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) they treat people with disrespect no communication about taking my deposit

11/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They refuse to let me make a payment arrangement(even for just 24 hours. my power is still on & I do not have lapsed payment arrangements)! This is the 3rd time they have refused to help us or shut our power off and gave us NO time to pay it before the closed or account! Causing us to pay $800 dollars to turn it back on, instead of paying our 300$ bill! If we are having a hard time paying the bill in the first place, it is wrong to shut us off and force us to pay even more than we were already supposed to!

Desired Settlement: I want an apology and a change!! They should not be able to refuse payment arrangements until the power is actually off! & they should not be able to close your acct and charge you a whole other deposit when disconnected. Maybe a small fee but that's it!!

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ Dear Ms. ****, I am the Sr. Escalated Complaints Examiner for Puget Sound Energy. PSE is a regulated utility governed by the WUTC (Washington Utilities and Transportation Commission). I have reviewed the complaint you filed with the BBB and find that PSE is in compliance with the WAC (Washington Administrative Codes) and the RCW (Revised Codes of Washington). The rules do not require PSE to make payment arrangements on past due balances. The rules do require PSE to properly notice customers prior to disconnection of service. Also, per the rules, after service is disconnected for non-payment the dollar amount billed to a consumer prior to disconnection becomes a prior obligation and PSE cannot disconnect you again for that balance. In order to ensure your service is not disconnected for that balance that account is closed and a new account is opened for the post prior charges which are the charges billed after disconnection of service. PSE must then provide service to you once you have paid all appropriate deposit and reconnection fees. The deposit amount and reconnection fee that PSE is allowed to charge is also outlined in the WAC (Washington Administrative Code). If you believe PSE has violated any of these rules you have the right to file a complaint with the WUTC. Their phone number is X-XXX-XXX-XXXX and their address is **** ** ********* ** SW, Olympia, WA XXXXX. For further information you may refer to WAC XXX-XXX-XXX, WAC XXX-XXX-XXX and XXX-XXX-XXX which can be found on the Washington Utilities and Transporation Website at: http://www.utc.wa.gov/regulatedIndustries/utilities/energy/Pages/default.aspx I hope this response explains to you the validity of Puget Sound Energy's business practices. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My grandmother passed away in 2002. I have taken over her bills and her home since. The bill was in my name to get assistance from CAC around 2006. I had a posted payment for the 10th and my service was shut off on the 7th. To get my power restored they want me to open another account with a $312 deposit along with a $37 reconnection fee plus pay the balance off of the account they closed. I paid half of the deposit and still have no power. How can they shut my power off with a payment pending? I also have to log in and cancel the pending payment because they are going to take that on the 10th. Went to cancel it and they have my web access going to my new account so I cannot cancel the pending payment. My kids and I have now been without power for 24 hours.

Desired Settlement: I want to continue with the previous account that I have been on and paying since 6/2002 and the reconnection fee waived due to the payment that was pending.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ Hello ******, Unfortunately the previous account was under your grandmothers name at the time of disconnection. I searched through her previous bills and I was unable to find a time when the account was listed under your name as the primary account holder. It is policy for us to create a new account when one goes delinquent for lack of payment so the customer is able to start fresh. Under WAC rule WAC 480-100-123 we do not refuse service to a customer requesting power with a previous prior obligation. You currently have an open UTC complaint as well, all the pertinent information has been forwarded to the UTC. We are currently awaiting a response. Until the issue is resolved we must refer you back to the UTC for updates. Thank you Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the account not being in my name. I have statements with my name as the primary account holder. I have called in regards to this and it was confirmed. I was listed as the primary until pse switched to a new system and at that time I was told that they could not figure out how to fix it but that I would have no issues. Final Business Response /* (4000, 9, 2014/11/06) */ Hello ******, We have submitted all our documentation to the utilities and transportation commitee. We are currently awaiting the next steps as they are currently investigating your case. Please allow the *** to make ruling, if you have any questions please contact the *** and reference case #XXXXXX

10/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: When I moved in to my home in 2013 I was required to have an account with Puget Sound Energy for my gas water heater. This is the first time I have had an account with this company and was required to pay a deposit of $212. On their invoice sent to me it states the deposit will be refunded after one year. I noticed a credit on my account last week and contacted them after a bill was issued and money was taken from that credit (my initial deposit). I have emailed this company four times and have not heard from them regarding this. Deposits are required to be refunded. Applying a credit to my account does not count as being refunded. This is not the companies money, this is my money and I refuse to have them keep it in their account to gain interest, albeit a small amount it doesn't matter. This is my deposit money and I demand to get my money back.

Desired Settlement: Return my deposit of $212(plus the interest they have collected) by check, sent to my service address which they have on file.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ October 15, 2014 Dear Ms. *******, Upon receipt of the BBB Complaint you submitted I have investigated your request and was able to cancel the refund check in the amount of $189.16 which was requested on 10/11/14, un-apply the application of the deposit to the current gas charge of $26.16 and issue a refund check for the full $212.00 deposit + .35 cents interest. A refund check in the amount of $212.35 will be mailed tomorrow, October 16, 2014. Please note that the $26.16 initially paid by the deposit credit application is now due. The due date is 10/24/14. I also wanted to let you know that PSE is a regulated utility and the rules do allow PSE the option to apply the deposit credit to the customer's account which is PSE's default method. The WAC (Washington Administrative Code) is listed below for your review. WAC 480-90-113 Residential service deposit requirements (11) How deposits are refunded. A utility must refund any deposit plus accrued interest as indicated by the customer at the time of deposit, or as modified by the customer on a later date, using one of the following methods: (a) A check issued and mailed to the customer no later than fifteen days following completion of twelve months of satisfactory payment, as described above; or (b) A credit applied to the customer's account for service beginning in the thirteenth month. Additionally, I investigated the emails you sent to ************@pse.com as you had stated that you had emailed us four times and you had not heard from us regarding this to make sure there was not a system problem on our end. Our records show receipt of 3 emails received from you on 10/4/14, 10/9/14 and 10/10/14 and our records show we responded to each of the 3 emails on 10/12/14 and 10/13/14. We were unable to find a 4th email. We hope you find this information helpful and appreciate the time you took to contact us via the BBB, Better Business Bureau. If you have any further questions, please contact our Customer Care Center at X-XXX-XXX-XXXX. Our Customer Care Center is open Monday through Friday from 7:30am to 6:30pm. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

9/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I came home from work to find a notice on the door that PSE, had did some maintenance on the gas meter and to call in to have the gas line restored. So I called them that same evening after I returned home and received a message that the offices were closed and to call tomorrow. I sent them a complaint that same night to express my displeasure for the interruption of service at the most inconvenient time without notice. This has caused us a great deal of inconvenience as we do not have and cannot produce any hot water for meals or hygienic purposes. As a result of this maintenance, and for more than 24 hours, my family still not cannot and have not been able to use the services we are being charged for.

Desired Settlement: I would like to have my next utility bill prorated for the inconvenience this has caused myself and my family.

Business Response: Initial Business Response /* (1000, 6, 2014/08/28) */ Hello Sir, My name is ****, and I currently own your escalation and will be working with you until it's resolved. I have taken a look at your escalation and it looks like we sent you a letter on 7/10/14 informing you that we would be replacing your meter and if 8/18/14 and if that date didn't work for you to please let us know. Since a new date wasn't provided we removed the meter on 8/18/14 at 1:30 PM. No one was home so we were unable to light the gas meter so a note was left for you to call to get it re lit when it was convenient for you. It looks like you called on 8/19/14 at 3:16 PM to have the Gas reconnected; we sent a tech out to your residence and your gas was reconnected at 6:30 PM. I'm very sorry for the inconvenience; we routinely do meter maintenance to avoid a much larger issue. Thank you -****

9/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I felt very bad about PSE and still waiting for their apology to me! I kept calling PSE and get this answer: if everyone in your area has the power except you, it is your problem and we can not help. Try to flip your switch to solve the problem by yourself. Bye bye! My wife spent time on preparing food and decorating the house to welcome our daughter to join us that beautiful weekend - she is studying in a college in PA. I was expecting a wonderful night with my family, enjoy food and stories, then going shopping next day, etc. It turned out on May 30, PSE cut off my power supply instead of my neighbor's for billing issue. Even it was clear a mistake from PSE, I have to kept calling PSE in order to restore ASAP. Instead of solving the problem, you keep asking me why this is emergency! It took PSE another day to fix it. All our efforts on food, preparing, expecting, were ruined by PSE!

Desired Settlement: $300.00 compensation

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ Dear Mr. *****: I'm very sorry that your electric service was disconnected in error and that your plans were interrupted by this occurrence. When you originally called to let PSE know you were without power, it appeared that your main electric breaker may have tripped since there was no disconnection order on your account; and because there was no indication of an outage in your area. During the first week of June we sent a field person out to check for a meter mix at the location. There is none. This means you are being billed for the correct meter. Last week I was in contact with our Claims Department and let them know what occurred. As I mentioned in the voice mail I left for you on June 27th, someone from that department will be calling you this week in regards to your request for compensation. If I can be of further assistance, please contact me at: XXX-XXX-XXXX. My office hours are 7:30 a.m. to 4:30 p.m. Monday - Friday. Sincerely, ***** **** Lead Customer Service Rep Puget Sound Energy Initial Consumer Rebuttal /* (3000, 7, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) so it took PSE about a month to figure out what happened? i do not see what are action PSE will take that next time the service people on the phone will be more helpful instead of saying "it is your problem and we can not help since it happens to your house only. it must be your switch issue!" i am still waiting for the compensation. Final Consumer Response /* (4200, 11, 2014/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is PSE's fault and PSE will need to work on it. Please post the result when it is available. I will wait if PSE needs more time to process the claim # XX-XXXXE. Final Business Response /* (4000, 14, 2014/08/15) */ Dear Mr. *****, As a courtesy we have added a $50.00 credit to your account for the employee error made when they disconnected your meter in error. This credit will appear on your next billing statement scheduled to generate approximately 9/6/14. As far as the claim you filed with our claims department #XX-XXXXE our response has not changed. The claim remains denied as the employee error and inconvenience you experienced due to the error is not compensable in our Civil Justice System. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I am a single working mother of three children. During the divorce, my children and I lived with my parents until I found adequate employment. In July 2013, I secured a rental property and contacted PSE to establish services. To my great concern, PSE informed me that because I wasn't an established customer, I would have to pay a fee based on the previous tenant's average electric bill. My fee was $634. I expressed my extreme distress at such an exorbitant fee, but was told unless I paid the fee, I could not obtain PSE services. My only option was to pay all at once or in three monthly installmentsdue to my financial situation, my only choice was the installment option. I was informed by PSE that as long as I was current with all my payments, my fee would be refunded in a year. Last week, I contacted PSE inquiring about my refund. I spoke with "*** ******* and he said reimbursement would be allocated when the fee had been paid in fullsince I chose the three-month payment option, the reimbursement would not be allocated until Nov. 5th. I politely expressed my frustration, and emphasized that I had faithfully paid my bill for a yearI was true to the PSE expectations. I inquired about how my reimbursement would be submitted. *** explained I would receive a "credit" on my November statement. I said I didn't want a creditI wanted the money back in full. *** reluctantly informed me I could request a check for the full amount, but it would take 2 weeks to process after it was credited to my account. *** was rude and unsympathetic to my situation, and it was difficult to obtain direct answers from him. I find this PSE practice absolutely despicable and discriminatory against low-income WA residents. PSE has a monopoly on a basic human necessity: electricity. I have paid my PSE bills on time for 12 months. It is inhumane for a system to subject the most vulnerable and disadvantaged people to these arguably criminal practices of PSE. Thank you for your time and assistance.

Desired Settlement: I would like my reimbursement submitted now.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Dear Ms. ******, I have reviewed your request and based on the fact that you have not received any late notices since your first statement was issued in September of 2013 I have gone ahead and released your deposit and approved for a refund check to be issued instead of the credit applying to your account. You should receive the refund check within a week to ten days. I have also forwarded your complaint to our Call Center Management so that they can review the call recording from your conversation *** that you reference in your complaint and provide the necessary coaching and feedback to him. Respectfully, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Initial Consumer Rebuttal /* (2000, 7, 2014/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I recently received a check from Puget Sound Energy for my full deposit fee of $634.00. I am very appreciative of PSE's willingness to do this. Thank you very much for your assistance.

9/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have not been receiving my bill on a regular bases, this has happened to me app. a year ago. Both times I had not received a bill for about three months, then I will get a large bill with late fee's. I feel this is being done on purpose to generate late fee's. Please look into this. Also I have a locked secure mailbox. Thank you.

Desired Settlement: DesiredSettlementID: Refund Refund of late fee's.

Business Response: Initial Business Response /* (1000, 5, 2014/08/26) */ Hello Sir, My name is ****, and I currently own your escalation and will be working with you until it's resolved. I have taken a look at your escalation and have confirmed your address is the same as the one provided in this ticket. You are currently set to pay monthly and have a bill mailed to your address. I have checked our mail return and unfortunately we do not show of any record of receiving any returned mail from your address. I have a couple of ideas to insure you're able to pay your bill on time and avoid the late fees. One, you may want to contact your local post office since you may not be getting all your mail. Two, if a month goes by and you haven't received your bill, please give us a call so we can have another copy mailed out to you before the late fees accrue. Three, you may want to look into other ways to pay your bill; we offer several ways to pay your bill at: https://pse.com/accountsandservices/YourBill/Pages/Ways-to-pay.aspx. I'm truly sorry for the inconvenience this has caused you, and I hope one of the ways listed above will be able to correct the situation. Through my investigation I was unable to find an issue that is keeping you from receiving your bill, so I will be unable to provide the refund for the late fees at this time. Thank you Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's the same answer I always get. Look, I know there is nothing I can do about this, I just wanted it to be known that Puget Sound Energy is not sending out bills to save money. I receive everyone of these bills a month without fail- car payment, insurance, water, electricity, sewer, garbage, cable, internet, and credit cards. Now, Puget Sound Energy is going to have the nerve to say that They sent me a bill every month when I didn't receive one bill for three months. It wouldn't be so bad, but this is not the first time this has happened. I get it, you win, just quit blaming the Post Office, that's an insult to my intelligence. I just wonder, are you trying to save on postage, or charge people for late fees?

9/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have notified/called Puget Sound Electric numerous times over the past month and a half and requested my account be closed out and my refund sent. I spoke to ******. She was not only very rude about explaining why I would not be receiving my refund for the month of July and the 10.45 cent credit I have for August. She would not explain why my account had not been closed. After two attempts on the phone with no success I sent an inquiry form online which I have never been contacted about.

Desired Settlement: I am seeking a payment refund from the 5th of July until the 31st and a 10.45 cent credit I have for the month of July. I called and had my account stopped on July 5th.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ Dear Ms. *****, We have completed our investigation of your complaint and found that you originally contacted us to on 6/30/14 to close your account effective 7/5/14. The agent you spoke with on June 30th did enter an end date of 7/5/14 but for some reason your final bill has not been generated in our billing system. I have sent a request to our Billing Department to look into why the final bill has not generated and to do what is necessary to get that bill sent to you. Additionally, the $10.45 credit balance that showed on the last statement you received in June was for the usage billed up to 6/16/14. You can verify this information by reviewing the statement dated 6/17/14 which covered the billing period of 4/16/14 to 6/16/14. Your final bill will cover the usage from 6/16/14 to 7/5/14 and the $10.45 credit will be applied to those charges. What this means is that you will not be due a refund from PSE and you will have a final bill balance owing. We apologize that this was not explained to you when you spoke with ****** on 7/22. Her supervisor has been forwarded a copy of your complaint and will be providing the necessary coaching to their employee. Your final bill for the service period on 6/16/14 to 7/5/14 should generate with-in the next few business days and the statement will be mailed to you at XXXXX ******* *** ***** ** ******* in ******* WA XXXXX. I apologize on behalf of Puget Sound Energy for the incorrect information you were provided. Puget Sound Energy sets high expectations for customer service and we indeed fell short in your case. Thank you for taking the time again to bring this matter to our attention. By doing so we may address these issues and use them in coaching our staff members and improve our process workflow. Respectfully, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

8/25/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have recently started gas service at my new address with PSE dated July 24th 2014. I have already received a bill from them for 2 items: an initiation charge (which I have no issue with) and a basic charge of $10.29 for one single day of service where my usage from their company was zero. I called their customer service wondering how I can have such a charge and they told me that there is no way to break down or even pro-rate this charge. I was not informed when I started service that this was the case. I even asked if I had started service 1 day later if I'd had the charge on this bill. I was informed that I wouldn't have. Their inflexibility in dealing with this type of issue should be rectified. To summarize, I have a complaint with regard to their billing practices.

Desired Settlement: One of 2 solutions would rectify this issue. 1 - credit the charge of $10.29 as there is 0 usage of their service 2 - pro-rate the $10.29 charge based on one day of service at 0 usage ( $0.33 - 1 day out of 31 in July)

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Per our investigation, it looks like the customer transferred his service due to a move and needed to reinstate service at his new residence. The customer was told there would be a reconnection fee and was ok with the charge. Upon receiving the bill the customer noticed a charge for 10.29 which is a basic service fee. The customer then called our support line and was unable to get the fee reversed for one day's use of zero energy usage. The rep informed the customer that there is no way to remove the fee and that it is hard coded in our system. The customer would like the fee to be credited or to have it prorated. I have since gone into the customer's account and applied a credit for the basic fee which should show up on their next bill. This is a one-time exception as the basic fee is part of our tariff, however due to the one day ownership in the billing cycle I can provide a credit this time. We apologize for the frustration this has caused and are confident the customer's concerns have been addressed and resolved. Initial Consumer Rebuttal /* (2000, 7, 2014/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the company but I have to admit that it's sad that the resolution had to come through a form of arbitration. Telling a customer a flat out 'no it can't be done' without explaining why is insulting to put it simply. I understand that my position is somewhat extenuating but perhaps in the future the company will be more accommodating to customers in a relative position...mainly because it CAN be done.

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My electricity was turned off with no prior notice on a Friday, which means that to get the power back on they charge an extra fee over the weekend and could not guarantee it would be on before Monday. No notice was given, even though by law the utility company must give a 3 day notice of disconnection. No mailed notice, a phone call, or an email was ever received, and the notice on the door was a notice that they had already disconnected service.

Desired Settlement: I want any deposits dropped on my next start of service. I will not be getting power on again in this residence. I am a disabled veteran, and PSE was informed last year that I was on a very limited income and that I was working with charity organizations to help me pay. I also want an apology for the rude customer service representative that I talked to on Saturday, because she was extremely abrasive towards me and did not try to help me in any way.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ Service was disconnected on 7/11 at 11:33 am. We have notes that indicate the first contact after the disconnection was on Saturday 7/12 at 8:28 am. We have attached the mailed urgent and final notices that were provided. We were notified of payment to reconnect in the amount of $200.50 on 7/16/2014 at 11:23. Reconnection was completed at 2:22 the same day. Note 07/12/2014 08:28:27 PRIOR OBLIGATION: (Electric Service Address: **** ************, XX-XXX, Federal Way) (Customer: **** *****) Explained prior obligation details. Contract has been ended as of 06/16/2014 and started new account as of 06/17/2014. Added installment plan for prior obligation balance of $490.10. Discussed energy assistance. Explained reconnect process and service guarantee. **** ***** was quoted both the electric full deposit and reconnect fee totaling $327.00 and half deposit and reconnect fee totaling $200.50. Customer indicated the inability to pay for reconnection. Provided guarantor information and new account number XXXXXXXXXXXX. Account was verified and updated ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 8, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No disconnection notice was received. I was told on the phone Saturday morning that it was mailed on 7/1/2014. No mailing was received. I was signed up for paperless billing. No email was received. I called when I got home the day of disconnect at approximately 8:30 pm. I was notified they were closed. I went to the emergency line and did not reach anyone, when I called on the following Saturday, the representative was rude to me and told me that there were assistance programs not offered through them but that they were closed all weekend, and those energy programs, I found out later, do not provide assistance during this season. Representative did not offer any other solutions, just attitude towards me as if I was bothering her. The business is not offering a solution, just excuse after excuse, and a changed story every time I talk to a new representative. Final Business Response /* (4000, 10, 2014/07/24) */ Puget Sound Energy has no return mail associated to this account. If the customer is not receiving maild items they would want to address that with **** directly. Notice were mailed in compliance with WUTC guidelines. We are sorry you did not receive the level of customer service we strive to provide. The calls will be reviewed by the supervisor and the agents conduct addressed. PSE offers payment plans, budget plans, deferring of a payment and many other solutions but it remains the customers responsiblty to stay in contact with PSE concerning their billing balance. All late/final notices are mailed even to customers with paperless in case they have a new mail or computer access issue. It is vital that any time you have a past due balance you contact PSE and review the available account options. Final Consumer Response /* (4200, 12, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not resolving anything. They did not offer any type of resolution, and what they responded sounded as though it was an automatic response.

7/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: We received a very large gas bill in the amount of $1027.63 in April 2014. It was huge surprise for us because we have never missed a single payment since we bought this house in 1997. After several emails and mail to the company, I received no reply. I called their customer service line almost a month ago, they told me their modular equipment was broken and didn't give them correct readings from our meter since September 2012! Almost two years ago and they didn't catch it until now. I was completely shocked! September 2012 was the month after we had a brand new Trane gas furnace and heat pump system installed. We also received a larger bill that month. I did contact PSE and they came out twice to check the meter. They told me the meter read correctly but they later adjusted the bill. Since then, our gas bills were lower. I thought it was normal since our heat pump was working most of the time and we were paying double the electricity bills. I can't come up with $1027.63 all the sudden because of their broke equipment for almost two years. I wrote them another email two weeks ago and disputed the bill of $1067.23. They again didn't respond to my email. Could you please help to resolve this issue? Thank you.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WOULD LIKE TO DISPUTE THE BILL OF $1027.63 FROM OUR ACCOUNT.

Business Response: Initial Business Response /* (1000, 5, 2014/06/24) */ Dear Mr. **** We have responded to the complaint you filed with our Regulators the WUTC (Washington Utilities and Transportation Commission). You will want to work directly with the UTC Investigator, ***** ******* while the UTC complaint is open. Following is a copy of our response was sent to ***** ******** UTC Investigator on 6/19/14. The UTC should be in the process of investigating your concerns and ensuring PSE is in compliance with the rules and that you have been billed correctly based on the rules PSE must comply with as a regulated utility. 1. What was the reason for the back-bill? Slow/stopped Module 2. Dates for the back-bill? 9/18/2012 to 3/18/2014 3. Was this actual or estimated usage? Actual based on actual reading from meter register on 1/30/14 when the module was replaced. 4. Was an installment plan provided? Yes 18 months. Installment confirmation letter is attached. 5. Regarding the email the customer refers to PSE not replying to. The account notes pertaining to this email are copied below and shown in the account history. The account notes indicate we did reply and advised in the reply to confirm the personal identifier for the account and we would be happy to discuss the billing or call during business hours. 5/18/14 "E GAIN ******* ***** *** sent email on 5/5/2014 from *********@yahoo.com. I am writing regarding to three gas bills we just received. Three different bills of three different amount of $1027.63, $133.09 and the last one is a list of payments to make in the next two years??? I have been paying my gas bill every month and never missed a single one. I don#t know why suddenly I received a bunch of bills and one of them is over $1000? Is this a mistake? Could you please explain? Advised in the reply to confirm personal identifier and we would be happy to discuss the billing concerns or call during business hours. ******** XX-XXXX" Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy ***SUPPORTING DOCUMENTS REDACTED BY BBB***

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My wife and I purchased and moved into our home in North Bend in June 2008. When PSE hooked up our service, they notified us that we had two meters, but that they would appear on the same ****. The customer service rep told us this so there wouldn't be any confusion when we received our first ****. We were not given any option in regard to paying for two meters, just simply told that they would both show up on our monthly statements. When we inquired further, the rep told us she was fairly certain that the second meter was attached to our hot water tank. Given their expertise and our inability to independently verify, we took them at their word. About a year ago, however, PSE began splitting the bills between the two meters. At first, we didn't give it much consideration-they had, after all, already told us what the second meter was for and we assumed it was legitimate. But after a few months we began noticing an interesting trend: that second meter was being billed for approximately $15 each month. At that point we realized it was highly unlikely it was connected to the hot water heater. As such, we asked PSE to verify what that meter was actually reading and, through that process, came to understand that it had nothing at all to do with my property. In fact, it sits just off the corner of my lot and is connected to a water pump that provides adequate pressure to the homes up the street. This pump, like all the others in my neighborhood, is the responsibility of my homeowner's association. PSE immediately removed me as the responsible billing party. They also promised to pull my account history so that we could determine how much I had paid them in error. They insisted, however, that their policy dictated they would not be crediting us back for this error and that it would be up to my HOA to repay me for the costs. As it turned out, due to records retention laws, PSE is only able to pull my account history dating back to 1/2011. They also have no records that date back to when my account was opened. As such, they refuse to take responsibility for this error and claim that I must have taken billing responsibility for the meter when I moved in. Of course, the idea that they would have informed me the meter was attached to HOA property and that I would have decided to pay for it is absolutely insane. So I contacted the state's Utilities and Transportation Commission, which has regulatory responsibility for companies like PSE. For two weeks their representative explained that it was PSE-not my HOA-who would be responsible for repayment and that they owed me all monies paid plus interest. However, just yesterday they informed me that because PSE records don't go back six years, no proof exists that would indicate PSE was at fault and that there was nothing they could do as a result. Interestingly enough, a PSE technician came out within the last week to again verify the meter in question. He explained how easy it was for them to assume the meter was ours and not the HOA's, since our property is the closest thing to it-thus supporting our argument about how PSE would have made this mistake to begin with. So things basically boil down to this: Puget Sound Energy can tell you whatever they want and bill you for whatever they want. And as long as no one catches them within three years, they'll get away with it since any records indicating fault on their part will have magically disappeared. Again, the notion that I willingly took responsibility for a meter that serves me no purpose is ridiculous. The fact that I've been paying on this meter erroneously for almost six years should really be the only thing that matters here. Since we're all consumers who have no other options when it comes to our electricity, it's easy for them get away with things like this. I am, however, unwilling to let them slide. Any assistance you could provide here would be greatly appreciated. ADDITIONAL INFORMATION: Account Name: ******* ***** PSE Account Number: XXXXXXXXXXXX PSE Meter Number in Question: JXXXXXXXXX PSE Supervisor Contact: ***** (direct line is XXX-XXX-XXXX) Utilities and Transportation Commission Contact: ******* (XXX-XXX-XXXX)

Desired Settlement: I expect them to repay the amount paid erroneously on this meter since June of 2008. The total amount since 1/2011 is $566.19. Since they are either unable or are unwilling to pull the records going back further, I expect them to take month-over-month or year-over-year average to determine the rest of the monies owed.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Dear Mr. ****** Attached is the Usage History PSE has available which was previously provided to you by our Call Center and also provided in PSE's response to the UTC. As you refer to in your BBB complaint PSE does not have the usage history data back to your start service date of June 24* 2008. The data previously provided covers the billing months of January 2011 through *** 2014 for a total of 41 months of history totaling $566.19. In the BBB complaint you requested PSE calculate an average for the additional months we are unable to provide the data for from July 2008 through December 2010 which is 30 months. The 41 months provided previously totaled $566.19. $566.19 / 41 = $13.81 per month. $13.81 x 30 = $414.30. Our records indicate that our Call Center Supervisor* ***** spoke with ***** ***** from your Home Owners Association on 6/6/14 who stated they were going to be reimbursing you directly for the time the meter was in your name which would be for the period of June 28* 2008 to *** 2* 2014. The estimated charges for that time period are $566.19 + $414.30 for a total of $980.49. We hope you find this information helpful for working with your Home Owners Association on the reimbursement. Regards* ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because what was sent came via an Excel file, my Homeowner's Association won't accept it for reimbursement. They believe it could have been easily forged or altered. As such, please send me one of the following: * An actual billing statement, complete with dates, PSE logo, meter number, etc. that shows my accured utility history on this meter from 1/2011 to 5/2014. OR *All of my monthly bills/statements from 1/2011 to 5/2014. The same applies to the estimated (from 6/28/08 to 5/2/14) included on that Excel file as well. My HOA **** not reimburse me for that cost either (again because it isn't included on an actual statement or PSE letterhead). To get around this, please send either a PSE statement that shows that estimate or a statement that demonstrates what would have been just the monthly minimum meter charge I would have paid during that time period. I look forward to receiving this info shortly and putting this matter behind us. Final Business Response /* (4000, 9, 2014/06/24) */ Dear Mr. *****, Thank you for taking the time to speak with me yesterday. For some reason I am unable to attached the letter and bill statements we discussed yesterday to the BBB Complaint Response. I have copied the letter text into this response and will be sending you an email to your personal email address and attaching the signed letter on PSE letterhead, the bill statement copies Dated 1/6/11 through 5/27/14 and the PSE Rate Summaries referred to in the letter. The letter also includes my contact information. Sincerely, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy June 24, 2014 ******* ***** XXXXX ** ***** ** North Bend, WA XXXXX Re: Account#XXXXXXXXXXXX Meter#: JXXXXXXXXX Service Address: XXXXX ** ***** PL, North Bend Dear Mr. ****** Thank you for taking the time to speak with me yesterday. I have enclosed copies of the bill statements that we have available in our system dated January 6, 2011 through the closing statement dated May 27, 2014. These statements display the charges you were billed from December 5, 2010 through May 2, 2014. As we discussed on the phone the statements and usage history prior to December 5, 2010 are no longer available in our billing system. What we can provide you with are copies of the PSE Electric Rates that were in effect from the start date of your service, June 24, 2008 up to December 4, 2010. The rate schedule for Meter# JXXXXXXXXX is Schedule ***** The enclosed Rate Summaries show the Customer Charge billed each month which ranges from $6.80 in effect June 2008 to $9.35 in effect December 2010 and also the cost per **** This information can also be found on our website: ******************************************************************************************************************* On each monthly billing statement you were billed the Basic Charge plus the KWH usage for the monthly billing cycle. Based on the usage history we have available from December 5, 2010 through May 2, 2014 the total KWHS billed during this period was 1,850 which is an average of 62 KWHS per month. The following page has been provided to you previously and also provided to the UTC and the BBB. I have included this information again on page 2 this letter on PSE Letterhead for your records. I hope you find this information helpful and feel free to contact me if you have further questions. Sincerely, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy **************@pse.com (XXX) XXX-XXXX Final Consumer Response /* (2000, 11, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I took over my PSE bill back in January 2014 after a friend of mine could no longer afford to help me out. I made timely payments until this past week when I was told by their customer service that just in the last two weeks, PSE has decided to throw in a Deposit requirement. That deposit requirement came to $418 and I didn't know about it until I called them two weeks ago to make payment arrangements and they said that if the total bill is not paid by 6/9/2014 that they would turn my power off. They also told me(*****, I believe was her name) that I needed to watch the amount I use. I told her that I was very aware of my usage and explained to her that I was never told about a deposit and if it weren't for that getting thrown an me I only would have to owe as of today, $22. This is not right to be paying all these months and then all of a sudden they decide they want to throw in a deposit requirement.

Desired Settlement: I want the deposit requirement of %418 to be removed immediately. If they wanted a deposit then they should have said something back in January and not waited till June to demand it.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Dear Mr. *********: Your account with PSE was set up on February 15th, 2014 when we received the application for service with a start date of February 1st, 2014. The $418.00 deposit was charged at that time along with the $6.10 billing initiation fee. A deposit payment arrangement was automatically set up as well. A confirmation letter of the payment arrangement generated on February 18th, 2014 and was mailed to you the next day. Your first bill statement is dated April 18th, 2014 and was mailed the next day. The deposit terms are on page 2. The billing cycle for the region you reside in is bi-monthly. If you have the option of providing a good letter of credit from a previous electric or gas utility, showing you had service in your name for at least one year within the previous 12 months, the deposit can be waived. Another option is to have a Guarantor for the deposit. This would need to be a current PSE customer having service for at least the previous 12 months with excellent payment history. Please contact PSE at: XXX-XXX-XXXX if you would like a Guarantor Form mailed to you or if you would like any other assistance with your account. When you contacted PSE on June 9th, 2014, you indicated that a second money order for $120.00 is missing. We have not been able to locate it. Is it possible for you to provide further details of the money order such as the serial number and issuer name? ***** tried calling you back on June 10th, 2014 to ask for this information. There was no answer or voice mail for her to leave a message. The possible disconnection you mentioned is in regards to a final shut off notice for $426.90 that was mailed to you with a payment required by date of June 9th, 2014. If I can be of assistance, please contact me at: XXX-XXX-XXXX. My office hours are 7:30 a.m. to 4:30 p.m. Monday - Friday. Sincerely, ***** **** Lead Customer Service Rep Puget Sound Energy

6/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: In March, 2014 I received a bill from PSE which stated that I owed $1078.59. I called their customer service office and was told it was a switch meter problem and that when they changed my meter the wrong meter number was recorded and that I was paying someone else's bill and they were paying mine. I have two fireplaces which I use in the winter. They explained that this was a rare situation but yet they have a switch meter department. I talked with several managers at PSE but got the same story. The meter had been switched and recorded in error; to bad for you, pay us. I registered a complaint with the Washington Utilities and Transportation but they don't investigate they just site policy. I have asked for the work order where someone came to my house and switched out the meter. So far I haven't gotten anything but another bill. My usage now seems very high and I am not sure where these numbers are coming from since I only have the two gas fireplaces and they don't run all the time. This seems like a scam to me. PSE doesn't have a physical address. I talked with people on their leadership team and they all speak the switch meter story. I cannot get any documentation except for a breakdown of the bill. I still would like to see that work order where they switched out the old unit that was causing all the problems. Doesn't seem like this should be my cost, I didn't break or damage the meter, nor did I refuse to pay any bill which was sent to me prior to this bill in March, 2014. The bills were always paid on time and in full. Now I am behind and they have me on some payment plan which is appalling in itself. Why? because in this life only utilities don't have to pay for their own mistakes.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to see the service order used to change out my meter. I would also like to know whether or not the meter that I was paying for belongs to a real household not just some ghost residence.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ Mr. ******, PSE has provided the details of your billing correct to the **** in response to the complaint you filed on 3/6/14 closed on 5/5/14, complaint #XXXXXX. The disposition of the complaint was Company Upheld with Violations. The violations were for the number of months you were billed for the incorrect meter. PSE advised ****** ********** Investigator on 5/13/14 that a copy of the actual work order from 10/8/12 is not available due to PSE installing a new computer system on 4/1/13 and the physical work orders did not convert into our new system. What did convert are the details of the service order. The reason for the meter mix was a PSE employee error caused by the employee that processed the 10/8/12 service order. The employee loaded your meter# in our system for an incorrect address for a customer that lives in Lynnwood and loaded that customer's meter# into our system for your service address. This caused you to be billed for the usage of the customer in Lynnwood and that customer to be billed for your usage from 10/8/12 to 1/27/14. The corrections to your account and the other impacted customer's account were completed on 2/6/14. At this time the charges you had been billed for the incorrect meter were cancelled and replaced with the charges for the correct meter serving your home. These were actual charges, not estimated. ****** ********* Investigator should have explained to you that PSE is required to correct the billing error and to provide you with an installment plan for the number of months the billing error existed. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

5/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: There was a power outage at 11/2012 which caused half of the house light on and half off. The most sever one is that the furnice stopped working. This made us doubt the failure produced by internal electric failure. We have a baby at home but the furnace stopped working. A commercial electrician was hired immediately to investigate but it was found the failure is from PSE part outside of our residence. $100 was paid for the commerical electrician. PSE sent their electricians for the repair a few hours later. PSE electrician said the cost would be reimbursed because this is PSE failure. We accordingly submitted the receipt to SPE at Jan 2013 but no response from PSE at all. The PSE was contacted by phone at 11/2013 and they mailed us a rejection letter soon same month. I called them this month (April 2014) and asked why the cost was rejected. The claim agent said this is based on their guidlines approved by the state. I think it is unfair treatment to customers. 1st reason it is because their fault for the power failure. Second reason is that their electrician knew the best about the incident and he recommended me to do the reimbursement submission. 3rd reason is that they did not respond the submission for almost a year until cusomer call them. I have a feeling that they are making the claims difficult just want customers to give up with despair finally.

Desired Settlement: The cost for the electrician fee should be reimbursed. PSE should apologize for the neglience for customer's complaint or claim.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Mr. ** experienced a partial outage on 11/24/12. PSE's servicemen were dispatched, diagnosed the situation, and set an autotransformer to provide full power as a temporary measure until the service was repaired. The service was repaired and service restored on 11/25/12. Of the two servicemen who responded to the partial outage, one currently works for PSE. While the serviceman does not recall the specific events of that day, his normal response would be to advise the customer that he could submit a damage claim, however, he would not have given the assurance that the claim would be reimbursed by PSE. He is certain that the other serviceman would have responded similarly. It is unfortunate that Mr. ** chose to call an electrician before first having PSE assess the situation. Had Mr. ** called PSE first, PSE would have responded and fixed the problem at no cost to Mr. **. In researching the records and files regarding the delays in PSE's communication with the customer, we could not find a record of the receipt that the customer says was submitted to PSE in January 2013. However, records indicate that contact with PSE's Access Center on July 10 and August 26, 2013 did not effectively connect Mr. ** with the claims department. We regret this negative experience and are working to improve the process and overall customer experience. When Mr. ** and the Claims department connected on Nov. 11, the process began to evaluate the claim. On Nov. 15, the Claims Department completed their investigation of the claim and sent the response to customer. The letter stated that since the cause of the outage is an unexpected failure of the underground electrical cable that provides electrical service to Mr. **'s residence, that PSE is unable to honor the claim for damage. By the tariffs that govern PSE, through the Washington Utilities and Transportation Commission (WUTC), Electric Tariff G, Schedule 80, section 12. a. prohibits PSE from paying for damages resulting from such unexpected failures. The Tariff is as follows: "Continuity of Service - Electric service is inherently subject to disruption, including interruption, suspension, curtailment and fluctuation. Neither the Company nor any other person or entity shall have any liability to any Customer or any other person or entity (emphasis added) for any disruption in service or for any loss or damage caused thereby if such disruption is attributable to the cause, work or actions from any of the following: a. Causes beyond the Company's reasonable control including, but not limited to, fire, flood, drought, winds, acts of the elements, court orders, insurrections or riots, generation failures, lack of sufficient generating capacity, breakdowns of or damage to facilities of the Company (emphasis added) or acts of third parties, acts of God or public enemy, strikes or other labor disputes, civil, military, or governmental authority, electrical disturbances originating on or transmitted through electrical systems with which the Company's system is interconnected, and acts or omissions of third parties." Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Initial Consumer Rebuttal /* (3000, 7, 2014/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a feeling that they are trying to put me as a lier. I even never thought of submitting the receipt to them for reimbursement before I was told by their electrician. I am not satisfied with their customer service like this. I do not believe they will reimbuse me any more. I have a feeling they want me to give up. I give up.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I tore down my old house, built a new one in the same place. PSE was out on three different occasions and approved the proposed electrical hook up to my existing pole. Work was done based on this. Fourth time out I was told I couldn't hook up to old power pole ("sorry, we made a mistake, nonetheless..."). I would have to pay a large sum of money to hook up electricity elsewhere. They would not negotiate, the would not give me the name of a superior. Person dealt with was *********************, project manager from *******. I have to get back into my house, so I wiped out my retirement account and paid the $28,000. This matter was to be placed on their expedited schedule when paid. They won't call my contractor back (************)to schedule at this point -- it's been three weeks since I paid. Help!

Desired Settlement: Monetary.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ ** ****** is rebuilding a home originally built over 60 years ago located at **** ***** ***** in Des Moines. PSE has worked with ** ****** and her contractor ****** ********* **** regarding the installation of electric service. The overhead electric service for the original home ran over 300 feet through private property and serviced her home from the east. When PSE was first approached regarding electric service for the new home the customer was advised that the existing overhead service and pole would be adequate. When we further reviewed the conditions we determined that the initial information provided to ** ****** and / or her contractor regarding the existing service was not correct and that service was not adequate for several reasons: * The length of the service was over 300 feet which would require upgrading that entire distance including at least two poles. * The area the service traversed was heavily wooded which would require significant clearing and removal of vegetation * The area the service traversed is not accessible by trucks which would mean that all work would have to be done by hand or through other extreme means. * The area the service traversed is not on ** ******'s property which would add to potential issues for access. * PSE schedules and tariffs require us to install new service at "least cost" which in this case is down the private road owned by ** ******. Application for service was sent to PSE's Service Provider ******* on October 31, 2013. The design for the underground service down the private road was complete on December 4, 2013 and consequent design and cost letters were sent to ** ******'s contractor on December 6, 2013. The cost stipulated in this letter is $6,615.10. The customer was also responsible for the permit which was just under $700. PSE was unable to proceed with the project without receipt of the $6,615.10 payment and also the customer's receipt of the required permit. PSE received payment on January 14, 2014. The additional critical element is that ** ****** and / or her contractor is responsible for providing the entire trench and laying the conduit (a total of over 400 feet). The width, depth, fill materials, and provided conduit must meet PSE specifications as detailed in the project design. These attributes must be inspected prior to PSE completing the work. We were notified within the past several days that the trench was ready for inspection and that was completed on January 24, 2014. The tentative schedule for the next step in the project is the first week of February. We have checked all our records and find no payment from ** ****** for $28,000. Our only receipts are for the $6,615.10. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Initial Consumer Rebuttal /* (3000, 7, 2014/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the use of the present pole, which I have used for my residence for over 35 years, it has always been in its present location, placed there, I assume, by PSE. A few years ago, after a storm, PSE replaced the pole when it came down. It was not "burdensome" at that time for PSE to go in and work at the site. Accessibility is not an issue, as shown in the past few years. It should be noted I am not the only house hooked up to this pole. At least two other houses are serviced by this pole and will continue to be serviced by this pole. ******* approved hook up to the old pole not just once, but three times. Work was done to that endeavor: digging of trenches, installation of meter box and electrical panel on the east side of the house, only a few feet from the old pole. When ******* came out to hook up the gas AND the electricity, my contractors were told they couldn't hook up to it, had to install new electrical service. Contractors brought to Mr. ******** attention that if they had known this previously they could have put the electrical wires in existing trenches previously dug for gas and/or water, saving me a few thousand dollars. The end result is that I had to pay my contractors thousands of dollars to dig more trenches, etc., to get the lines up my very long driveway, to the far side of my house (east). Their fees plus fees charged by PSE came to over $25,000. Mr. ***** from ******* would not give his superior's name, nor would he negotiate the charges. I only received the response of: pay the funds and we'll get started. I should have been in my residence months ago. I have incurred fees and charges because of this delay, including I have spent several thousand dollars because of ************** negligence and errors. I do have documents to support the above mentioned. Final Business Response /* (4000, 14, 2014/03/28) */ 3/28/14 Dear Ms. ******, We agree that the BBB (Better Business Bureau) is not the arena for your concerns. As we stated in our response on 2/21/14, PSE is a regulated utility governed by the *************************** ******************** (****) if you feel that PSE is out of compliance with regulations you have the right to file a complaint with the ****. Their phone number is X-XXX-XXX-XXXX and their address is **** * ********* **** ** SW, Olympia, WA 98504. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Final Consumer Response /* (4200, 11, 2014/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe you missed the point. I was not second guessing the accuracy or quality of your work. I feel that since I spent thousands of dollars because of YOUR error and misdirection, there could have been some mitigation of the costs involved on your part. Perhaps this is not the arena to resolve this.

5/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The online billing Puget Sound Energy utilizes does not not allow you to make same day payments even though that is something that is easily capable of Online Banking. It requires a minimum of 2 days which often causes late fees to accrue for clients. We have no alternative power sources here in Olympia and are obligated to continue using them despite this practice.

Desired Settlement: I just want to them to fix the software so it stops charging people $3-5 because they didn't log in and post it early enough.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Dear Mr. ******, Thank you for taking the time to provide feedback to PSE. PSE uses a third party vendor to process payments made on our website and through our phone system. Because we use a third party vendor the payments to not post immediately to customers' accounts. The $4.95 convenience fee is collected by a third party vendor and PSE receives no portion of this fee. Additionally, late pay fees are not assessed unless the balance goes unpaid more than 10 business days after the statement due date. For your information we have attached a document that offers several options that customer can choose for paying their bill. Thank you again for contacting PSE. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Initial Consumer Rebuttal /* (2000, 7, 2014/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with this response. I do not mind paying the outside fee for the vendor, and I was not aware that late fees were not assessed until 10 days after the billing due date. This allows for MORE than enough time if people are utilizing their online billing system the day before their bill is due.

4/22/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was called and left voice mail to return call. I did and was given a code to put in. It said I owed X amount and if not paid in next 24 hrs service would be disconnected. I paid full amount and call their general number to make sure all was right and the amount I paid was for both accounts I have. I found out the amount I paid was for only one account and included an amount that was NOT even due until April. This is unfair billing and deceptive.

Desired Settlement: I want PSE to change their system so we are told the amount due, not the amount due and the amount due next month.

Business Response: Initial Business Response /* (1000, 5, 2014/04/04) */ Dear Mr. ********, We have investigated your complaint and verified that the message you received about your past due account did give you the past due amount of $239.91. You are correct that the message does not include the account number for the past due amount. The majority of our customer's only have one account number which is most likely why the message has not been programmed to include the account number and only include the past due amount. I have sent an inquiry to our Credit Manager to inquire on whether or not the message can be changed to include the account number along with the past due amount. We recommend if you are unable to pay the total amount due on each account number you are billed on that you contact our customer service department before the due date on the bill to discuss payment arrangments. Our Call Center is open Monday - Friday from 7:30am to 6:30pm. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

4/9/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: PSE has issued two account numbers to my property. Both accounts remain open. I have called to request that they close the old one, but they refuse. They constantly credit payments to the old account number (which maintains a zero balance). Then, they attempt to collect on the debt using the new account number. They recently sent an agent to my home to turn my power off, even though I paid my bill and it was credited to the old account number. Again, they have refused to close the old account number and they only credit my payments to the old account number. Both account numbers are listed on the website and the website does not list which account is the old one and which account number is the new one. It is confusing, dishonest, and unacceptable to turn my power off when I have already paid. I have not paid my bill twice for December to avoid having my power turned off, once via check mailed (on time) to PSA, the other payment was via check to the agent who came to my house to turn the power off. This company is abusive to its customers.

Desired Settlement: Please issue ONE account number per household!!!!

Business Response: Initial Business Response /* (1000, 12, 2014/02/24) */ 3/25/14 Dear Ms. ********, Our records indicate PSE has only one Active Account number in your name for the property address of XXXX XX****** NE, Hunts Point, WA XXXXX which is Account #XXXXXXXXXXXX. This Account number is for service consumed from 6/20/13 forward. The balance on this account number is currently $260.20 which is for the service period of 2/20/14 to 3/20/14 and the due date is 4/10/14. The previous Account Number closed on 6/19/13 was Account #XXXXXXXXXXXX which is paid in full as of 1/7/2014. This closed account number was for service consumed up to 6/19/13. I have viewed your MyPSE Account and it only shows the active account #. I have included a screen print attachment of what we see when viewing your MyPSE account on-line. If you have any additional questions on either of your account numbers, please contact our call center at X-XXX-XXX-XXXX. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy ***SUPPORTING DOCUMENTS REDACTED BY BBB***

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I called feb. 6th and discuss the budget plan. I was told to pay current bill which was 194$ and the next bill would be on the budget plan price of 162$ a month. I got my bill today and the statement says 220.95$ l, i called to correct this error and i was told by two different people, tjere was nothing they could do. I am very upset, i started the buget plan for a reason and now its 220. I am very tired of being told one thing and businesses doing whatever they feel like. I would like this corrected asap. My bill is due march 10th. Account_Number: XXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like them to fix the bill so ot refelcts what was.discussed ob february 6th. And also a guranttee that this will NOT happen again, since they are the only electiral provider i can choose from. Im sure this isnt the first time they have taken advantage of their customers, i cant really choose not to have power.

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ 3/13/14 Ms. *****, It was nice speaking with you last Friday, March 7th. This email is to summarize our conversation and apologize again for the Budget Payment Plan set-up date error. I looked at your account today and see we have received the $162.00 payment. Thank you. As we discussed last week, a correction to your account will be made after the March bill generates. You will want to go ahead and pay $162.00 again with your next statement. Your April bill should go out correctly showing the account is on the Budget Payment Plan with a Budget Payment Plan amount of $162.00. Also, as we discussed last week, the Budget Payment Plan settlement is in June of each year. Meaning in June of this year you will receive a bill for your actual account balance. At that time the amount is recalculated based on the most recent 12 months of usage for the start of the new budget plan year in July. The budget payment plan review months are June, November and March. Please let me know if you have any additional questions. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy XXX-XXX-XXXX

3/14/2014 Billing/Collection Issues
2/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have lived at my current address (***************************) since around july/aug of 2013. I have NEVER used the gas (gas-operated fireplace in the apartment). I got a bill in Dec2013 and contacted PSE on 16DEC2013 and discussed the bill. The PSE representative stated that even if no gas is used, there is still a service charge. He stated that if I paid $74, that this would cover my current bill AND cover for the fee for January 2014 (when I moved out of the apartment). I PAID this bill in full on 16Dec2013. I got an email on 03Jan2013 stating I owed this company $378. This is outrageous. I'm filing a complaint because this bill is inaccurate--I've NEVER used the gas, I paid the required amount and was told my balance was ZERO, and I CANCELLED my service with PSE. Not only are they charging me for product I have never used, but they clearly haven't cancelled my services. I would greatly appreciate any assistance you could offer in resolving this matter.very respectfully,**** Product_Or_Service: gas service Order_Number: n/a Account_Number: XXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) elimination of service from PSE (cancel gas service in my name) & deletion of these charges. I do not owe them any money and wish for PSE to acknowledge this.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Dear *** ********, Thank you for taking the time to contact us via the BBB. I have investigated your concerns and find that our Call Center did close your account effective 12/13/13. Our records show that you contacted PSE on 7/9/13 requesting the gas service be placed in your name which is what PSE did. The next contact our records show with you was on 12/13/13 which is when you requested the service be taken out of your name as you were not going to be using the gas service and that the only gas equipment in the apartment is a gas fireplace. At that time, we did close your account effective the date you notified us. As a courtesy, we have invalidated your account and reversed the charges billed from 7/9/13 through 12/13/13. The $74.00 payment received on 12/13/13 has been refunded to you. The refund check should be issued on Tuesday 1/21/14 and you should receive it with-in a week to ten days. Sincerely, ****** ******* Sr. Complaints Examiner Puget Sound Energy

1/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Three months after closing an account I received a phone call from PSE's Collections Department informing me that I have an outstanding balance on the closed account, and that it is about to be sent to big time Collections. I had since opened a new account at a new address, and for three months, every time I went in to the downtown Bellingham office to pay the current accounts bill, I asked for the teller to look up my old address, look up my name, and look up my social security number as I wanted to make sure that all debts had been settled on the old account. For three months I was told that I only had one account with PSE and that no other accounts were linked to me. Hmm.. okay. Fast forward to that phone call.. I agree to pay the outstanding amount as long as I am provided with an explanation of charges, but the PSE Collections Department for some reason isn't able to see that, they can only collect money. After some back and forth with the Collections Department Rep, she agrees to transfer me to someone who has the ability to look this stuff up. I am transferred to one person, who again transfers me to yet another Rep. That rep, who works in the Accounting department, explains to me that PSE is still undergoing a huge effort to update their billing systems, and that the information I am requesting is not available to anyone at the company.. but that the system has updated enough to let them know how much I owe, but not why. I express frustration, and explain to the Accounting Rep how I had for three months actively sought whether I had any outstanding charges on ANY accounts linked with my identity, and that for three months I was repeatedly told no. Unless I take immediate action in the form of paying the entire sum, I face negative financial consequences though I have repeatedly asked about and tried to avoid this situation. I explain that I feel that PSE made a mistake for three months in not being able to find my account, and her answer was "we are human too we make mistakes". For three months?? With different tellers? Fine. We all make mistakes, but why doesn't she try to rectify the situation? Her unwillingness to help was summed up perfectly in one of the last sentences she spoke to me, "What do you want me to do??". My answer to that question was whether she could contact the Collections department and take my account out of collections as I intend to make good on it (provided I am given an explanation of charges). She says "that would require a request be put it in". I say "okay, can we do that?" and she tells me "yes you need to put in a request with the collections department". So again, I ask "How do I go about doing that?", her answer "Well, there's going to have to be a formal request sent." .. Back and forth. Finally, I ask "Do I have to write a letter myself and certify it and send it to the Collections Department at PSE?" and her answer, after about two minutes of this, was "Oh no, I just have to put in a note on your account here and send it to them." SERIOUSLY? Why did she make it sound so hard? I ask to be provided with a reference # regarding this phone call and the specific request re: take account out of collections. She tells me that PSE does not provide reference numbers but that she assures me that she is writing all this necessary information in my notes. I ask how I will find out what the Collection Departments answer was, she tells me there's no real way... Wow. Unsatisfied with the conversation and customer service provided and afraid that the account will be sent to collections, I call back a few days later in hopes of speaking with someone else who can be more clear. New Rep, nicer attitude, still the same system problems. Unable to look up where the collection debt is originating, the Representative offers me the option of paying off the outstanding charges in installments which would prevent it from reaching big time Collections. I bite, as I am afraid that my new account's service may be shut off due to this outstanding account. This Representative is also unable to look up where the debt being collected is originating, but promises to look into the matter and call me back whether or not she finds any satisfactory answer. I have not received any follow up communication regarding this matter from that Rep. She had, from what she was able to see, noticed that I was to be owed ~$20 on a closed account, but that she didn't know where that check was sent to or whether it was cashed. What?!?! I have made two out of three payments on the installment plan. The last payment is due in November. I have since contacted PSE via their online contact submission form twice and received no follow up communication from PSE. I then had to scour their website to find an actual e-mail address to send a letter to. In that e-mail I included all of these details, and proceeded to again, for the fifth time now, ask PSE to please provide me with a statement or bill or invoice or whatever you want to call it that explains why I owe them the alleged $150.39. I received an e-mail with three attachments that: my old accounts last three billing statements--Not what I had asked for. I wrote back and thanked them for contacting me back, but that I already had the information they had sent, and that they hadn't provided me with the information I was actually requesting. My online account provides me with zero information regarding the closed account. As it stands, I am still completely unsure as to where the $150.39 originated, and PSE has for some time now failed to substantiate these charges and/or provide me with an explanation of charges. And of course, their communication attempts regarding this matter have been lackluster.

Desired Settlement: Please provide me with an explanation of charges regarding the debt you are collecting.

Business Response: Initial Business Response /* (1000, 7, 2013/10/11) */ *** ******, We have completed our investigation on your complaint filed with the Better Business Bureau and as you requested are including an explanation of the Final Bill Charges for Service Address **** ****** ** ***** Bellingham. Our records indicate your service was disconnected at the above address for non-payment on 3/1/2013. When an account is disconnected for non-payment the account is closed and a final bill is generated for the balance owing on the account as of the last meter reading prior to the disconnection. The final bill for account #XXX-XXX-XXX-X was sent on 3/1/13 in the amount of $230.29 which was for the past due balance for charges billed through 2/11/13. Following is a breakdown of the $230.29 Final Bill Balance: * $65.26 Charges from 11/13/12 to 12/11/12 due 1/4/13 * $83.21 Charges from 12/12/12 to 1/10/13 due 2/1/13 * $80.34 Charges from 1/11/13 to 2/11/13 due 3/5/13 * $1.48 Late Pay Fee * Closing bill sent 3/1/13 for $230.29 due 3/21/13 Copies of the above statements can be mailed or emailed to you if you would like copies of them. A Final Request for Payment letter was issued on 8/8/13 and at that time the account balance was $150.29. Payments amounting to $200.00 have been received for this account number reducing the $230.29 balance down to $30.29. The payments received are listed below: * $80.00 posted 3/21/13 * $60.00 posted 8/27/13 * $60.00 posted 9/20/13 We have protected your account from being sent to collections giving you the opportunity to review this information and submit payment for the remaining balance of $30.29. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Final Consumer Response /* (3000, 23, 2014/01/07) */ I don't see where the business replied.. the only thing I see is from October. I am still unsure as to where I need to send them my bank information to continue clearing this issue up. Can you please help me? Can I submit the documents to you, and you can submit them to PSE? Final Business Response /* (4000, 25, 2014/01/15) */ *** ******* The information was submitted to the BBB on 12/13/13 and is copied from that entry again below. 12/13/2013 WEB BBB RECEIVED FINAL RESPONSE FROM BUSINESS : *** ******, You can provide the copies of your cancelled checks either to the BBB to submit with this complaint, you can email them to me, or you can mail them via the ** ****** service. Whichever you prefer is fine. My email address is: **************@pse.com My mailing address is: Puget Sound Energy ATTN: ****** ******* ******* ** *** XXXXX Bellevue, WA 98068-0868 Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy 12/13/2013 CAR EMAIL Forward Final Response to Consumer 01/02/2014 OttO BBB No response received from Consumer 01/02/2014 CAR EMAIL Inform Business - Case Closed ASSUMED SATISFIED 01/02/2014 Otto BBB Case closed - Assumed Satisfied

1/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We are a property Management Company. Every time I have attempted to get bills sent to us under the actual owner name, I get the run around. I have tried more than once to email, fax appropriate paperwork and keep getting the same excuses. I am sick of the excuses. I have been assured the address had been changed several times and it does not seem to help

Desired Settlement: Please ownership to: ** *** ***** *** LLC Billing Address: *** ***** ******* ***** *** Seattle WA 98101

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Per our investigation we did locate a document that would allow for their requested update received in Feb 2014. It was marked as completed by our agent when the agent processed an Owner Allocation Agreement for one unit. We discovered that the new account was closed at time of conversion did our new billing system in April 2013 and did not convert over to our new billing system. We apologize for the frustration this has caused and are confident the customer's concerns have been addressed and resolved. The following actions have been taken to update and resolve the customer's concerns. * Added ***** ****** as an authorized party and primary contact * Verified the mailing address was updated on 12/31/13 to *** ***** ** ***** Seattle, WA 98101 * The primary phone number has been updated to the Management Company's phone # of (XXX) XXX-XXXX * There are no OA's (Owner Allocation Agreements) on any of the rental units associated to Business Partner #XXXXXXXXX under the name of ***** ***** If *** ******* has any further questions she can contact **** ***** who is a Sr. Customer Service Representative in our Call Center. **** can be reach at XXX-XXX-XXXX. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Final Consumer Response /* (2000, 7, 2014/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I should not have had to file a BBB complaint to get Puget Sound Energy to finally reply, but at least it worked.

1/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was signed up for PSE's services through my apartment community. The original request that was faxed over has the correct address, yet I did not receive a bill until I called in three months later. The address they had put for the account was incorrect. Now, after receiving an itemized breakdown of the charges over the phone and paying the balance, I am told I owe $104.95 for the old address. This means I would be paying for the same electricity bill in two apartments, one of which I have never lived. They know of the issue and are threatening collections rather than correcting the error.

Desired Settlement: I want relief of the financial responsibility for the double bill.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ *** ******, We have completed our investigation and find that account #XXXXXXXXXXXX for the service address of **** ** ********** ** **** in Silverdale was invalidated and all the charges billed to that account number were reversed and that account has a zero balance. The payment of $104.95 that had posted to that account number on 10/4/13 was transferred to account #XXXXXXXXXXXX which is the account number for the service address of **** ** ********** ** # *** in Silverdale. Our records show account #XXXXXXXXXXXX for service address **** ** ********** ** # *** in Silverdale was taken out of your name on 12/2/13 and the balance owing for the final bill is $77.41 which is for the service period of 10/31/13 to 12/2/13. I hope this addresses your concerns. If you have any additional questions, please let us know. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

11/5/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: We vacated our apartment at XXXXX ** ***** *** ****** Renton, WA 98055 on November 5th and paid our final bill of $36.02 and called Puget Sound Energy to remove our names from our account (XXX-XXX-XXX-X). However, they keep billing us and telling us we owe $120.75 for months after we vacated. Our apartment complex, ********** *********** also faxed them-twice-confirming the vacate date, saying that we had vacated that apartment. However, Puget Sound Energy keeps sending us bills for December, January, etc even though we hsven't lived there since November 5th, 2013. We called them in January, and was assured the problem would be taken care of. But then in September we got a letter saying they turned the amount over to a collection agency. We called them again and they say they don't do back billing (to bill the current residence of the apartment) and that they have no records of our previous calls because they updated the system in April.

Desired Settlement: We would simply like the bill of $120.75 to go away.

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ *** ******, We have completed our investigation of the complaint you filed with the BBB. Our records show service was ended in your name on 1/2/13 which is the date our records show you notified PSE that you no longer resided at XXXXX ** ***** ** ***** in Renton. If you can provide us with the phone number and approximate date you called to end service prior to November 5th we can trace the phone number and if we are able to confirm your call to PSE we can adjust the end date of your service. Our records show that the account balance of $120.75 was assigned to a collection agency on 9/3/13. We are willing to pull this debt back from collections and set up payment arrangements on the balance if we are unable to validate that you contacted us prior to November 5th, 2012. We are unable to "simply make the $120.75 go away" as you requested. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Final Consumer Response /* (3000, 7, 2013/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe I called from my cellphone XXX-XXX-XXXX. I may also have called from my wife's cell phone XXX-XXX-XXXX. It would have been sometime in October 2012. You have received multiple communications from ****** **** *********** You were notified by them that I had vacated the apartment on November 4, 2012. You were notified when a new occupant arrived (I don't know that date, but I believe it around December). You have since received 2 faxes from Summer Hill around January and February 2013 re-affirming my move out date. As I've talked with various service representatives on 4 or 5 occasions, I was told by all of them (until my last call that prompted this complaint) that the fault was Puget Sound Energy's and that I would probably even be receiving a refund because I paid the November 2021 bill, even though - as has been been repeatedly shown by the management at ****** ***** I had vacated. As you can also see by my payment history and credit history, I am not in the habit of missing bills. In fact, I have always paid my bills on time or early. The issue here is that I do not owe the $120.75. You were notified by me that I was leaving. You were notified by my apartment of my vacate date. And you were notified when a new occupant became a resident. Please, reassign the bill - in whatever portions are appropriate - to those who actually owe it. Thank you for your attention to this. Regards, **** ****** Final Business Response /* (4000, 9, 2013/10/23) */ *** ******, Thank you for providing the phone numbers for a call trace to be performed. We did find a call from phone# (XXX) XXX-XXXX on 11/2/12 at 1:14pm. Because our call recordings are not kept back that far we were unable to review the recording with your wife and our agent. However because we were able to validate a call reaching one of our agents on 11/2/12 we have made the decision to credit your account for the $120.75. Please accept our apologies for the time it took to resolve this issue. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

10/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I spent 57 minutes on the phone and never was transferred to the department that I was told I had to speak to. Each time I was put on hold for 3-7 minutes and then I would have to tell the representative everything, only to be transferred again and start over. After almost an hour I was told that department is now closed. This is an unfair tactic that they use to wear the customer down so that you will just give up.

Desired Settlement: They shouldn't be allowed to operate in this manner. The 1st person you speak to should transfer you to the correct department. I spoke to 5 people and the last one said he is the person you have to go through before you get to speak to the department that I was trying to reach. This is ridiculous, why should I go through one more person. He wasted another 5 minutes and then told me that department was no longer available.

Business Response: Initial Business Response /* (12210, 5, 2013/10/11) */ Dear *** ******, I understand you spoke to *******, a Lead in our Corporate Billing Department today 10/11/13. ******* advised me that she has addressed your concerns. If you have any additional question, please contact Melissa directly at XXX-XXX-XXXX. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

10/29/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Puget Sound did not transfer our service as I asked them to do by phone. At the end of May **** I called Puget Sound Energy and told them we needed our service transferred from *************************************. XXXXX to ******************************, WA. XXXXX and this was to take effect on the June 17, ****. Our power went off on June 30, **** and we called to have Puget Sound come out to see why, when the gentleman called me he said the power was on at **********************1 ********, WA I said that is not our address, He asked what is your address I gave him, ******************************, WA he said ************* there was someone that hit a power pole, that is why the power was off in that area. We have just finished up the repair and power is back on out there. He said you need to contact customer service because that is not the address in our system. So on July 3, **** I called customer service and explained that we had moved and that I called before we moved to have our service transferred to the new address but the service was not changed in the system, this is the response that I received, if we did not transfer your service it is because you did not call us to transfer your service. I told them that I had personally called, so yes, we did call Puget Sound. He told me the bottom line was that I **** have to pay up to July 3, **** for not calling. I said you can research my calls he said yes that he is looking at the calls that I made at the end of May **** and one at the beginning of June but neither of those calls have noted that you power was to be transferred. I asked him what nobody at Puget Sound ever makes a mistake, I work on $60 million dollar construction projects and we always make some mistakes. He finally said they **** pull recorded tapes and review them, I said that is fine I would prefer that as it **** show we called in, he said if we don't hear that you called in and asked for a transfer then you **** have to pay for the electricity until July 3, ****. I received a call today from Puget Sound, *** @ ext. **** saying that they researched the calls and I never asked for them to transfer my account, I told him that is just not true and is there anyone else I can speak with regarding this matter, there is not I was told. The fact is I did call them and asked for our account to be transferred to our new address. The reason I think that they don't want to reverse the charges are that the new house uses considerable less power the townhouse did as we had 84 lights in the townhouse and only 24 lights at the new address. It is not like Puget Sound **** be out this money the owner of the townhouse also has an account with Puget Sound and after we moved out I know that every light that is in the townhouse has been left on for security reasons. I can prove that we had moved out on the 17th of June. Please help us with this issue.

Desired Settlement: All I would like to settle this matter is for Puget Sound Energy to honor the date of 6/17/** as the date that our service was to be transferred from *********************************, WA XXXXX to the house at ********************************** XXXXX. We are not trying to get out of paying a **** we are only asking that the charges from 6/17** to 7/3/** be paid by the property owner that used the power on those dates. All I can do as a customer is call and say that I need to have them transfer my service address. I cannot get into their system and change the dates myself, or I would have. I only ask that since we were fully moved out on 6/17/** that they honor that date.

Business Response: Initial Business Response /* (1000, 5, ****/07/30) */ Mr. ******, Thank you for taking the time to contact the BBB regarding the concerns you have with our account. We have completed our investigation on your account and do not find record of you calling then end of May or beginning of June to end service at **** ***** *** **** in ********* Our records indicate the first contact from you regarding moving out of this address was on 7/3 which is the date your service has been ended for that address. What we can do is run a call trace for the call you state you made and if we can locate the call we can pull the call recording of your conversation with our agent. In order to do this we **** need the phone number you called from the end of May/beginning of June. If we can validate that you called when you state you did and that you requested to end service on the date you said you did then we have the data and facts to process a billing correction due to a PSE error. However, without the factual data, we are unable to change the move out date from 7/3. Regards, ****** ******* Sr. ********* ********** ******** Puget Sound Energy Final Consumer Response /* (4200, 21, ****/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) No solution has been provided to from PSE with regards to this complaint. We **** continue to have an issue with PSE, until PSE is willing to provide us with the information that their statement was based on, we then maybe able to come to an agreement with PSE. This is an outrage to think that PSE would be unbiased an objectionable in a billing complaint against itself. There is no other utility provider in *********** ** for electrical. That is why these companies have such bad customer service and why they have so many complaints. There is no one to pose a threat to their monopoly of service so they believe that they can treat their customers however they wish too with little impact to their business because who would you get service from other than PSE. I **** be filing a complaint with Washington State Utility and Transportation Commission. This is not acceptable as we were told by a customer service rep that phone calls were made by us during those dates and to think that we would call several times and not inform PSE of our intent to move is just ludicrous to believe. We **** be filling a complaint with Washington State Utilities and Transportation Commission. Final Business Response /* (4000, 19, ****/09/20) */ Thank you for taking the time to explain your concerns further. If you are dissatisfied with the results of our investigation of the complaint you filed with the BBB, you have the right to file a complaint with the Washington State Utilities and Transportation Commission who are our regulators. They **** also investigate your concerns as I did to ensure that PSE followed the state requirements outlined in WAC (Washington Administrative Code. Regards, ****** ******* Sr. ********* ********** ******** Puget Sound Energy

10/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I moved out of our apartment (Santa Fe Ridge Apt) on July 15. My husband called on the 10th of July to inform them we would be moving out of the apartment and to pre-schedule the shutoff of electricity. I (wife) called towards the end of July between the 17th and 30th to verify because I was not able to cancel the account online as the account was for some reason not eligible for it. When I (wife) called, I was told that the account had already been closed. On Sept 3, I received a bill for $14.90 for a bill and I called Puget Sound Energy to inquire about the charges and that was when they said that the was still active. I informed them that my husband and I had both called to cancel the account and supposedly they have no record. They should have records of my account and the person that I talked to regarding the closure and her telling me the account had already been closed. As of now, they are saying that we have to take this up with the landlord.

Desired Settlement: I am seeking to have the charges erase since we have moved out of the apartment and was in the state of California at the time of billing. We are a military family who has to constantly moving. We did out part by calling and letting them know that we would be moving and it should be the apartment complex that should take responsibility as well since they were the ones that set the account up and should have also put it back into their names

Business Response: Initial Business Response /* (1000, 5, 2013/09/27) */ *** ******, I have completed my investigation of your complaint filed with the BBB (Better Business Bureau) and do not find a record of the call you state your husband made on July 10th to close your account with PSE. There are notes on your account dated 9/20/13 that we contacted you and advised you that we performed a call trace on phone #XXX-XXX-XXXX and #XXX-XXX-XXXX for the time period of 6/15/13-07/15/13 and were unable to find any phone phones to our company from either of those phone numbers. Based on this information your account will remained closed with the date of 9/18/13 which is the date we should you notified us to inform us that you had moved from the address of **** ** ***** ** ** **** in Silverdale. The balance on your closed account is $13.07. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget sound Energy Final Consumer Response /* (2000, 11, 2013/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They found my record and was able to verify that I had called to close my account prior to September. They will be changing my cancellation date from September to July and will be issuing a refund check, which is what I want Final Business Response /* (4000, 9, 2013/10/12) */ Thank you for supplying the additional phone number (XXX) XXX-XXXX. We ran a trace on this phone number and found your call on 7/22/13 at 9:36 am. We were able to then obtain the phone recording between you and our agent which verifies your call to end service. We apologize our agent did not complete the move out and will be processing an account correction to change the move out date from 9/18/13 to 7/22/13 (the date of your phone call). This correction will result in a credit to your account which will generate a refund check. The refund check will be mailed to the mailing address we have on record of **** ***** **** ** *** Santee CA, 92071. We regret that your experience with Puget Sound Energy has been less than satisfactory. It is our sincere desire to provide excellent customer service. When we receive feedback from customers like you, we are then able to address such issues. Again, please accept our apology for the inconvenience you experienced. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

9/23/2013 Billing/Collection Issues
9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to talk to pse I feel I was over charged my bill and they won't correct it. I also gave them a doctors letter telling them I need the elec for my breathing machine that I need everyday 3 times aday I had arrangements made but was in hospital when it was due so they cancelled the arrangement and don't care I was in hospital

Desired Settlement: Just want corrections on bill made and honor my medical

Business Response: Business' Initial Response /* (1000, 5, 2013/08/27) */ *** ******, We have investigated your complaint filed with the BBB and find that PSE is in compliance with the Medical Emergency State Law which you can find under the Washington Administrative Code 480-100-128 (5). The Medical Emergency Claim you opened on 7/9/13 defaulted when PSE did not receive the Medical Certification letter and the 10% payment that was due on 7/16/13. It is not possible to honor the 7/9/13 Medical Emergency Claim which includes the 10% payment, Medical Certification and paying all your subsequent monthly charges on time. What you can do is open a new Medical Emergency Claim by contacting our Call Center at X-XXX-XXX-XXXX. Below is a copy of the State Law that must be complied with: WAC 480-100-128 Disconnection of service (5) Medical emergencies. When the utility has cause to disconnect or has disconnected a residential service, it must postpone disconnection of service or must reinstate service for a grace period of five business days after receiving either verbal or written notification of the existence of a medical emergency. The utility must reinstate service during the same day if the customer contacts the utility prior to the close of the business day and requests a same-day reconnection. Otherwise, the utility must restore service by 12:00 p.m. the next business day. When service is reinstated the utility will not require payment of a reconnection charge and/or deposit prior to reinstating service but must bill all such charges on the customer's next regular bill or on a separate invoice. (a) The utility may require that the customer, within five business days, submit written certification from a qualified medical professional stating that the disconnection of electric service would aggravate an existing medical condition of a resident of the household. "Qualified medical professional" means a licensed physician, nurse practitioner, or physician's assistant authorized to diagnose and treat the medical condition without supervision of a physician. Nothing in this section precludes a utility from accepting other forms of certification, but the maximum the utility can require is written certification. If the utility requires written certification, it may not require more than the following information: (i) Residence location; (ii) An explanation of how the current medical condition will be aggravated by disconnection of service; (iii) A statement of how long the condition is expected to last; and (iv) The title, signature, and telephone number of the person certifying the condition; (b) The medical certification is valid only for the length of time the health endangerment is certified to exist but no longer than sixty days, unless renewed; (c) A medical emergency does not excuse a customer from having to pay delinquent and ongoing charges. The utility may require the customer to do the following within a five-business-day grace period: (i) Pay a minimum of ten percent of the delinquent balance; (ii) Enter into an agreement to pay the remaining delinquent balance within one hundred twenty days; and (iii) Agree to pay subsequent bills when due. Nothing in this section precludes the utility from agreeing to an alternate payment plan, but the utility may not require the customer to pay more than this subsection prescribes. The utility must send a notice to the customer confirming the payment arrangements within two business days of having reached the agreement; (d) If the customer fails to provide an acceptable medical certificate or ten percent of the delinquent balance within the five-business-day grace period, or if the customer fails to abide by the terms of the payment agreement, the utility may not disconnect service without first mailing a written notice providing a disconnection date not earlier than 5:00 p.m. of the third business day after the date of mailing, if mailed from within the states of Washington, Oregon, or Idaho, or the sixth business day, if mailed from outside the states of Washington, Oregon, and Idaho, or by personally delivering a notice providing a disconnection date of not earlier than 5:00 p.m. of the second business day following the date of delivery; (e) A customer may claim medical emergency and be entitled to the benefits described in this subsection only twice within any one hundred twenty-day period. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

9/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was moving from one location to another and i went to pse.com ,I was not sure how to transfer my services and by mistake i ended up creating 2 bogus accounts. I then stopped the service for those accounts,however suprisingly i got bill for those account. I contacted customer care and they confirmed with me i never lived in those address and told me they would revert these charges. It has been 4 months now and the bill keep on increasing it startd with 14$ and now it is $420. How can you expect me to pay $420 for an address that i never lived in and is bogus.Moreover there is not explanation for how they arrived at such a figure when the service was active for not more that 2 days on these false addresses. Yesterday i got a mail from them that they will disconnect my service if i dont pay this bill.I have contacted them atleast 4 - 5 times regarding this via email or calling their customer care. I called the customer care today and he says that i needs to pay the bill ,which was different from what the last customer care rep told me. Upon furthur explanation he said he will call me back.

Desired Settlement: I need these bill to be reverted and service not disconnected for non payment of bogus bill

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ Mr. *******, On 8/15/13 we received the complaint you filed with our regulator (WUTC) Washington Utilities & Transportation Commission. We submitted our response to the WUTC today. To summarize our response, we have cancelled the contract started for service at ********************** in Redmond and reversed the charges you were billed for that address. The only amount owing to PSE at this time is for your active account #XXXXXXXXXXXX for service address ******************* in Duvall in the amount of $42.54. We hope this has resolved your concerns. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

8/26/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: PSE upgraded their system software, which required new account numbers for all accounts. This change happened while we were in the process of moving our PSE service to a new home. We never received a bill for the service at the new home. I was using online bill pay to obtain and pay my PSE bill monthly. I did not receive notice that my account number had changed. I did not receive paper notice that I had overdue bills. I received notice that my power service would be disconnected. I contacted PSE to determine why I had an account balance I was unaware of. They told me it was because I was signed up for paperless billing, but they could not tell me where the paperless bills were being sent. I asked how the information regarding the new account numbers was sent to customers. They told me they put an ad in the local newspaper, which we do not get and that a flyer went out with the paper bills, which I was not receiving because we receive paperless billing. My PSE account now has a negative history due to the unpaid bills. I asked them to change the account history and was told that the entries could not be erased. This negative account history is on my account because the company changed my account number without properly notifying me. I previously called (10 days prior to the service cancellation notice) to check the status of my account and was told both addresses were in good standing an no account balance was outstanding. Customer service was rude to me when dealing with the overdue account balance. The call hold time was 45 minutes and then I was sent to a special agent because the first agent could not help with any of my issues.

Desired Settlement: I want my account to reflect that the unpaid bills were at the fault of PSE and not my doing. I want PSE to be responsible for more effectively communicating modifications to their customers. I want other PSE customers in the same situation to be made aware of the risk of loss of service due to PSE's negligence in informing the public about major account billing changes. I want an apology from PSE for rude customer service, extensive wait times, and inaccurately telling me my account was in good standing and then sending me a threatening letter about shutting off my electric service.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/11) */ Dear Ms. *****, I appreciate the time you took to share your concerns with us. I regret that your experience with Puget Sound Energy has been less than satisfactory. It is our sincere desire to provide excellent customer service. When we receive feedback from customers like you, we are then able to address such issues. As you requested we have noted your account to reflect that the unpaid bills were unintended and a result of the conversion to our new billing system. In addition, I have forwarded your concerns to our Call Center Manager to review the phone conversations you had with our agents and provide the necessary coaching and feedback. Again, please accept our apology for the errors and misinformation received regarding your account. I trust and believe we will do a better job serving you in the future. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

8/26/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: After receiving numerous calls from PSE collections, I called PSE to find out why I was being billed. Turns out, the apartment that I was living at set up my PSE account but did not terminate it. When I called PSE to inquire about the $400 bill, I found out that my billing had not been terminated and I have been paying for someone else's electricity the past few months even though I moved out on May 31, 2013.

Desired Settlement: I woud like PSE to credit my account for the charges incurred after May 31, 2013 and I would like PSE's collection agency to stop calling me multiple times per day.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/11) */ Ms. ******, We have completed our investigation of your complaint and find no record of you contacting PSE to end service at ********************, Mercer Island prior to 5/31/13. If you can provide us with the phone number you called from to close your account and the date or approximate date you called we can run a trace on you're the phone number. If we are able to validate you called prior to 5/31 to end service we can then locate the person you spoke with and pull the recording of that call. If we are unable to verify you called prior to 5/31/13 your account will remain closed with the end date of 7/24/13 which is the date we should you notified PSE that you had moved out of that location. Regards, ****** ******* Sr. PSE Escalated Complaints Examiner

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Bill sent to us said payment due date was July 8, 2013 for $274.51. Power was then turned off on July 8, 2013, before payment was late. No notification of power shut off was provided. Bill did not indicate any impending shut off or any other issue, it appeared to be a normal bill. PSE closed our account, demanded a "reconnection fee" of $37, $202 as a "deposit", and $4.95 just to make a payment over the phone. I paid the balance due online immediately when I heard the power was turned off. I then called to have the power restored to the house. Despite offering to pay everthing in full repeatedly, took the operater OVER AN HOUR to figure out how to get the account straightened out. I indicated to the representative that there was a high-heat warning in effect in the area, and that there is a small child and a senior citizen in the house. Representative told me that power would be restored in 24 hours, no sooner. I believe that this is a scam by PSE to get more money (Payment fee $4.95, Deposit: $202, Reconnection fee: $37). Our bill was due on July 8 and our power was turned off on the same day without any warning or notification of any kind.

Desired Settlement: #1 - Refund of all the additional fees charged: Payment fee: $4.95, Deposit: $202, Reconnection fee: $37 #2 - Immediate restoration of utility service. #3 - On the bill, list do not just list "Balance Forward" with no indication that it is a past due amount; this is misleading. I request that the bill list what amount is due immediately, as well as the due date for the current charges. The bill that I have says that the total amount was due on July 8. It gave no indication that I needed to pay any amount sooner. #4 - Train representatives to address account reinstatements in shorter timeframe, over 1 hour is too long. #5 - do not disconnect power when a high-heat warning is in effect. #6 - Provide notice in more than one way. I never got a call or notice in the mail of disconnection. I only got a bill saying that the total was due on July 8, 2013. I request that you call, email, send a letter, and leave a note on the door prior to disconnection.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/20) */ Ms. ********, Thank you for expressing your concerns with the recent disconnection of service. I have completed my investigation of your complaint and find that we were in compliance with the disconnection. The amount the service was disconnected for was $144.79 which was an amount that was originally due on 6/7/13. This bill was sent on 5/20/13. A copy of this bill is attached. PSE being a regulated utility is required to send 2 notices prior to disconnection of service which we did. The 1st notice was an Urgent Notice mailed on 6/17/13 due 7/5/13 for the past due balance of $144.79. The 2nd notice was a Final Notice mailed on 6/26/13 due 7/5/13 for $144.79. We have attached copies of both of these notices. Our records do not indicate the post office returned either of these notices to us. Statement sent 5/20/13: Balance forward $235.07 Current Charges $144.79 (due date for current charges = 6/7/13) Total $379.86 The next statement that was sent was on 6/20/13 which shows the following: Balance forward $144.79 Current Charges $129.72 (due date for current charges = 7/8/13) Total $274.51 Copies of both of these statements are attached. It's important that you understand that when a bill shows a balance forward, that means it is a balance that was billed previously which is a past due amount. Being that PSE was in compliance with the disconnection of service, it is not possible to refund the deposit or the reconnection charge. The $4.95 fee you refer to is a fee incurred due to the way you chose to make your payment which was using a credit or debit card. That fee does not go to PSE it goes to the 3rd party that processes the payment. As far as your concerns with the time it took our Call Center Representative to go over your account, I have forward your complaint to the representative's supervisor for review and possible coaching opportunities. We apologize that you experienced an interruption in your service and encourage you to contact our call center immediately to discuss payment arrangements if you are unable to pay your total balance in full each month. ***Supporting documents redacted by BBB*** Consumer's Final Response /* (3000, 7, 2013/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Please see the attached bill, indicating a payment due date of July 8, 2013 for $274.51. The bill does not mention any "past due" amount, it does not indicate that there is an impending utility shut off, and it does not indicate that any amounts are "due immediately". Instead, it indicates a "balance forward" and that the total amount was due on July 8, 2013; this is misleading. I had a payment of $274.51 scheduled to be delivered to PSE on July 8, 2013 through my *************** auto-pay; I had no indication that this would be insufficient in any way. The attached bill is the only notification that we received prior to the utility shut off. We did not receive any letters, phone calls, or emails notifying us of an impending shut off. We feel that this bill does not provide sufficient notification of impending utility shut off. We request that PSE call us, send an email, send a letter, and also place a note on the door prior to utility shut off. I checked that our contact information is correct at PSE, and indeed they have the correct address, phone number, and email address for us. 2. Please see the attached notifications of shut off, left at our door. These notifications were left together. One indicates immediate shut off, the other indicates that we have until 5pm on July 8, 2013 to pay the past due balance; this is misleading. We feel that this was improper notification of impending shut off, since power was turned off immediately and we were not given until 5pm to pay, as the notice indicated. At the time the notices were delivered and the power was shut off, we were at home. The PSE representative did not knock at the door to request payment in lieu of shut-off; if this had been done, then we would have paid the balance due at that time and shut-off could have been avoided. 3. I called PSE on the phone immediately after the power was shut off. Despite repeatedly offering to pay everything due in full, took the PSE representative OVER AN HOUR to figure out how to get the account straightened out. PSE closed our account, demanded a $37 reconnection fee, a $202 deposit, and a $4.95 fee to make a payment over the phone. We feel that demanding these additional fees, when notice of shut-off was not properly given, is improper. We request (1) a refund of these fees and (2) an inquiry into PSE utility shut-off practices as a means to generate additional revenue through improperly shutting off utilities. 4. When speaking to the PSE representative over the phone, I indicated to the representative that there was a high-heat warning in effect in the area, and that there is a small child and a senior citizen in the house. Representative told me that power would be restored in 24 hours, no sooner. We feel that it is improper to turn the power off when a high or low temperature warning is in effect; especially when there are small children and senior citizens in the home. We also feel that 24 hours is too long to restore power when there are children and senior citizens in the home. Both the child and the senior citizen use electronic medical devices for breathing issues; as such, we feel that shutting off the power to a home should not be done without proper and exhaustive notice. It should be noted that we are fully able to pay our bill in full each month, we are not experiencing any financial hardship. Business' Final Response /* (4000, 10, 2013/08/03) */ Ms. ********, Thank you for taking the time to explain your concerns further. If you feel that our investigation of your disconnection of service was not accurate you have the right to file a complaint with the Washington State Utilities and Transportation Commission who are our regulators. They will also investigate the disconnection of service as I did to ensure that PSE followed the state requirements prior to disconnection of service outlined in WAC (Washington Administrative Code) regulation. WAC 480-100-128Disconnection of service. (1) Customer-directed. The utility may require customers to give at least three days' notice prior to the date service is to be discontinued. The customer is not responsible for usage after the requested date for discontinuance of service, provided the customer gave proper notice. If the customer moves from the service address and fails to request that service be discontinued, the customer will be responsible to pay for service taken at that service address until the utility can confirm either that the customer has vacated the premises and can access the meter or that a new responsible party is taking service. (2) Utility-directed without notice or without further notice. The utility may discontinue service without notice or without further notice when: (a) After conducting a thorough investigation, the utility determines that the customer has tampered with or stolen the utility's property, has used service through an illegal connection, or has fraudulently obtained service. The utility has the burden of proving that fraud occurred. For the purpose of this section, a nonsufficient funds check or dishonored electronic payment alone will not be considered fraud. (i) First offense. The utility may disconnect service without notice when it discovers theft, tampering, or fraud, unless the customer immediately pays all of the following: (A) The tariffed rate for service that the utility estimates was used as a result of the theft, tampering, or fraud; (B) All utility costs resulting from such theft, tampering, or fraud; and (C) Any required deposit. (ii) Second offense. The utility may disconnect service without notice when it discovers further theft, tampering, or fraud. The utility may refuse to reconnect service to a customer who has been twice disconnected for theft, tampering, or fraud, subject to appeal to the commission. (b) After conducting a thorough investigation, the utility determines that the customer has vacated the premises; (c) The utility identifies a hazardous condition in the customer's facilities or in the utility's facilities serving the customer; (d) A customer pays a delinquent account with a check or electronic payment the bank or other financial institution has dishonored after the utility has issued appropriate notice as described in subsection (6) of this section; (e) The customer has not kept any agreed-upon payment arrangement for payment of a delinquent balance after the utility has issued appropriate notice as described in subsection (6) of this section; or (f) The utility has determined a customer has used service prior to applying for service. The utility must charge the customer for service used in accordance with the utility's filed tariff. This section should not be interpreted as relieving the customer or other person of civil or criminal responsibility. (3) Utility-directed with notice. After properly notifying the customer, as explained in subsection (6) of this section, the utility may discontinue service for any one of the following conditions: (a) For delinquent charges associated with regulated electric service (or for regulated electric and gas service if the utility provides both services), including any required deposit. However, the utility cannot disconnect service when the customer has met the requirements of subsection (5) of this section for medical emergencies, or has agreed to or maintains agreed-upon payment arrangements with the utility, as described in WAC 480-100-143, Winter low-income payment program; (b) For use of electric service for purposes or properties other than those specified in the customer's service application; (c) Under flat-rate service for nonmetered load, for increased electric use without the utility's approval; (d) For refusing to allow the utility's representatives access to the customer's premises as required in WAC 480-100-168, Access to premises; identification; (e) For violating rules, service agreements, or filed tariff(s); or (f) For use of equipment that detrimentally affects the utility's service to its other customers. (4) Electric service may not be disconnected for amounts that may be o

8/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good Afternoon, My wife called Puget Sound Energy between 1-18 April 2012 to have our power turned off at a residence we were renting in Port Orchard WA. The address was **************** Port Orchard WA *****. I was sitting next to my wife when she phoned Puget Sound Energy and had our power turned off at the residence and a power turned on at our new home we had just bought at ******************* Port Orchard WA *****. We did not realize that Puget Sound Energy failed to do their jobs and turn off the power and continue to bill us for the past 1 year and 2 months. I did not catch this either as I am in the ******* and am away from home for long periods of time. When my wife, ******* ** ****, noticed the error, she phoned Puget Sound Energy on 9 May 2013 and informed them of their error. They told wife that they could not see a record of her calling and that she had to pay her bill. I was livid with the response. I phoned Puget Sound Energy on Friday 14 June 2013 at 5:15P.M. I spoke to a Customer Service Representative after 26 minutes on hold. Her name was ***** and she explained that I had to speak to a supervisor. She transferred me to a supervisor phone line where I waited on hold for an extra 1 hour. At 6:30 P.M., when the Customer Service Line closes, I was hung up on. Needless to say, I was outraged at the lack of Customer Service I had received. I called back immediately and spoke to an after hours emergency representative and he explained to me that he could transfer me to the supervisor's phone line so I could leave a message, but the supervisors leave at 6:00 P.M. So I was on hold for an additional 30 minutes when no one was even there. I am trying to dispute a bill. We have been charged for the past 1 year and 2 months the amount of $327.55 plus a new bill for the past 2 months that we haven't paid and are refusing to pay now that we have caught the mistake for an additional amount of $327.05. Puget Sound Energy is stating that we owe them. Puget Sound Energy actually owes us this amount of $327.55 and they MUST remove this new charge for the past 2 months of $327.05. I would like what is fair. Our previous residence had 2 power meters and we have been paying both this whole time of 1 year and 2 months. A resolution for this will be for Puget Sound Energy to credit us the amount at our current residence of ******************* Port Orchard WA ***** in the amount of $327.55 and to remove both the latest bill of $327.05 that we have just received and to remove our names in the system of our previous address **************** Port Orchard WA *****. I feel that we have done everything we can do, but with no resolution. This is unacceptable practice and behavior for a company to operate like this.

Desired Settlement: The settlement we are seeking is for Puget Sound Energy to either pay us back or credit our account of ******************* Port Orchard WA ***** in the amount of $327.55 and to remove the latest bill of $327.05 that we just received. Also to have our names removed from the property of **************** Port Orchard WA ***** once and for all.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/28) */ Our records do not indicate receiving a phone call in April of 2012 to request service be started at *******************, PORT ORCHARD, or to be stopped at *****************, PORT ORCHARD. What our records do show is that on 6/4/12 we mailed a Customer Information for to the ******************* address advising service was scheduled to be disconnected if application for service was not received. On 6/13/12 we received the completed application signed by ******* / ****** ** **** along with a copy of her driver's license. We have attached a copy of this documentation to this response. Based on this application service was started in Ms. ****s name at the ******************* address on 4/19/12. Our records indicate service ended in Ms. ****s name on 5/2/13 when a new customer applied for service. We are unable to change the date service ended in Ms. ****s however, as a courtesy we have written off the $327.05 outstanding balance on closed Account #XXXXXXXXXXXX. Sincerely, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Consumer's Final Response /* (3000, 7, 2013/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This doesn't clear the issue. Everytime my wife and I have spoken to Puget Sound Energy Company, they have clearly stated that there was no record of any phone call in April or May 2012. Now since the Better Business Bureau has contacted them, they are stating that they see where we called and requested service at our new residence. I believe that Puget Sound Energy Company has lied to my wife and me numerous time, betraying the trust of their customers and this act is not only dishonest but negligible and they are liable for their actions. This is absolutely unacceptable behavior! Business' Final Response /* (4000, 9, 2013/07/28) */ Mr. *****, We apologize you were given incorrect information on previous occasions. A thorough investigation was performed upon receipt of the BBB complaint and the information provided in our initial response is accurate. Again, we apologize for any inconvenience however we are unable to alter the outcome of this investigation. Regards, ****** ******* Sr. Escalated Complaints Examiner

8/5/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: We have made several contacts with PSE asking them to investigate an unusually high bill from May 2013. We called ***** ********* (late May after receiving the bill), and a customer service rep named ******** (10 Jun 13), on both occasions we were assured that the dispute was under investigation and our account in hold status. We have received a final notice before shut off dated July 2nd, 2013, which just arrived today July 6th. I will be calling them on Monday to inquire on this situation. I feel that this investigation has been delayed on their part long enough, especially in light of this last communication.

Desired Settlement: get busy with their promises, and quit dragging us along with promises and threats. A real business couldn't get away with this preposterous behavior.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/20) */ *** *******, We have responded to the complaint you filed with our regulators, The Washington Utilities and Transportation Commission. When you file a complaint with our regulators they act as your liaison and will perform a compliance check on your behalf and notify you once they have completed their investigation. If you have any questions on the status of your complaint, you will want to contact the investigator you are working with at the WUTC, *** ****** Thanks, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

8/2/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On march 29, 2013, we requested to have our services turn off. On which date they did. They informed us of a final bill to be sent to us via email as it was done with previous bills. No bill arrived via email or via forwarding address. On June 28th, 2013 we received a bill. Between those two dates there was zero contact from the company to inform us of a bill to come later than expected. When I called to inquire, all they offered was to setup a payment plan for three months. After speaking with the supervisor, he stated that a bill should have been sent in April, but could not find a reason why it wasn't sent.

Desired Settlement: I'm requesting that half our last bill that was $95.36 be refunded to us.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Thank you for taking the time to express your concerns. We have completed our investigation and find that you were billed accurately. We apologize that your Final Bill did not reach you when expected. PSE is a Regulated Utility governed by the WUTC (Washington State Utilities & Transportation Commission) which requires us to render bills for our services. The rules we operate under do not allow us to adjust or write off a portion of your bill as you requested. What we can do is set up an interest free installment plan to give you a few months to make your payment. Again, we apologize in the delay of you receiving your Final Bill. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy Consumer's Final Response /* (3000, 7, 2013/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their services was not addressed when it should have been and a payment plan is not needed. Business' Final Response /* (4000, 9, 2013/07/21) */ As stated in our initial response, you have been billed accurately. We are sorry that this response is not acceptable to you however as a regulated utility we are unable to reduce the amount of your bill for usage that was consumed.

7/22/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Received a notice for disconnection after I had made a $500 payment (a slight overage) to get my bill caught up. New bill said I owed them $845.20. PSE is trying to tell me that the money was applied to an old bill (already paid in full, verified May 8, 2013 as I made the last $27.59 payment). They are telling me that the $845.20 bill stands and I owe this money to them. At this rate, it puts my average monthly bill at $410+ when it is in reality between $150-200 depending on the time of year.

Desired Settlement: FIX my account! I only owe $345.20, which I was calling to pay in the first place when I found out they were sending a technician to disconnect my power. I would also like to see some other source in the State of Washington for power besides PSE. This is called a monopoly and is a violation of federal law. I would also like PSE to stop changing my account numbers to avoid confusion.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/05) */ Thank you for contacting us regarding your PSE Account. I have reviewed your account and put a summary together. I have also included with our response an Account History which shows your Account Balance, payments and charges since 5/1/13. As of today, 7/5/13 your account balance owing to PSE is $327.99. Summary for Account #XXXXXXXXXXXX - Active Account # for XXXXX ** ***** **** Maple Valley * On 5/1/13 your past due balance was $486.46 which was for charges that had been billed prior to 4/3/13. * 5/2/13 New charges billed in the amount of $196.29 bringing the total balance to $682.75 * 5/31/13 New charges billed in the amount of $162.45 bringing the total balance to $845.20 * 6/25/13 A payment was received in the amount of $500.00 leaving a balance of $351.29 * 7/2/13 New charges billed in the amount of $153.71 bringing the total balance to $498.91 * 7/3/13 A payment was received in the amount of $172.60 leaving a balance of $327.99 Summary for Account #XXXXXXXXXXXX - Closed Account Balance for Prior Obligation Balance accrued before service was disconnected for non-payment on 1/29/13. * The Balance on your closed account is $436.80 which you have an installment plan on to pay $72.80 per month through 12/20/13. We have also included a copy of the installment letter for this account mailed to you on 6/25/13 Note: Because this is a Prior Obligation Balance it is billed on a separate account number than your active charges are billed. You are not in danger of disconnection for this balance however if it is not paid it will be sent to a collection agency. I hope you will find this information helpful. If you have any additional questions you may contact our Call Center at X-XXX-XXX-XXXX. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy

6/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been on the budget plan with PSE and have been making all my budget payments on time. This past month PSE said they were updating their payment schedule and sent me a bill that said I was now behind a payment and wanted me to make a double payment. They said it was to align my billing schedule with their new schedule. I told them that to me, they were addding a 13th month to the calendar and asking me to pay for it. Now, unless I make a double payment, which I cannot afford, my bill always shows a past due balance, and they say I am paying late, not the full amount, and may be subjected to late fees. I am outraged that they can subject someone to this, when all I have ever done is make my payment faithfully on time. I talked to a service agent and he said just keep making my regular payment and as long as I do, I won't get kicked off the budget plan. However, it still seems they added an extra charge of $126 to my bill and I don't like showing that I am delinquent.

Desired Settlement: I want them to take the extra charge of $126 off my bill, and make me current.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/17) */ We apologize for the inconvenience created by the transition to our new billing system. Here is what happened with your account and why: In our legacy system your meter was being read around the 5th of each month but your billing statements for the charges were not going out until about 2 ½ weeks later. Meaning your meter reading cycle and your billing cycle were "out of synch". As part of the transition to our new billing system that went live on 4/1/13 all accounts that were "out of synch" as yours was were synched up so that the bills would be mailed the next business day after the meter was read. This was the reason for the statement that generated on 4/5/13. If you weren't on the budget payment plan you would have been billed for the actual usage from the last meter reading on 3/5 to the current reading on 4/5 which was $107.47. However, since you were are on the budget payment plan your "synch up bill" went out for the Budget Amount of $126.00. If you look at your statement dated 3/21/13 the service period was for usage from 2/4/13 to 3/5/13 but the bill did not get mailed to you until 3/21/13 with a due date of 4/12/13. The next statement dated 4/5/13 was for the service period of 3/5/13 to 4/4/13 and the bill was mailed to you on 4/5/13 with a due date of 4/23/13. The most recent statement dated 5/6/13 is for the service period of 4/4/13 to 5/3/13 mailed on 5/6/13 and due 5/24/13. Starting with your April 5 billing your account is not set up to bill out 1 business day after the meter is read every month and the due date is 18 calendar days after the mail date. We understand why you would think that you are being billed for a 13th month and hopefully the above explanation will clarify what you were actually billed for which is the usage. You can choose not to pay the $126.00 Budget Amount which will not impact your credit rating with PSE. With June being the Budget Payment Plan settlement month when your account is brought down to zero for the year you will receive a settlement bill next month for your 'Actual Account Balance'. As of the most recent meter reading on 5/3/13 your 'Actual Account Balance' owing is $203.64. If you choose to not pay the $126.00 your 'Actual Account Balance' of $203.64 plus your usage from 5/3 to 6/3 will be included in the June Settlement Bill to bring your account down to a zero balance. If you choose to pay the $126.00 before your June bill is issued around 6/4 your 'Actual Account Balance' would be $77.64 your usage from 5/3 to 6/3. Then in July your Budget Payment Plan is recalculated for the new budget year based on the most recent 12 months of usage history. Again, we apologize for any confusion and any inconvenience the "Synch-Up" process caused you. If you have any additional questions you may contact me directly. Regards, ****** ******* Sr. Escalated Complaints Examiner Puget Sound Energy (XXX) XXX-XXXX or **************@*******

5/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email notificationon May 14th that my bill was ready for $20.76 and due may 31st for acct XXXXXXXXXXXX. I had just paid a bill for about $59 and I received that email around the 4th. I called the following day to find out what the bill was for. I sat on the phone for about 10 mins while a rep tried to pull up my acct and had no luck. I had just called the friday before to make sure my tenant changed power to her name and the man pulled me up w/no issues. The girl told me she couldn't do it and she would transfer me to someone else to see if they could. That threw me in a queue where the wait time was over 7 mins. I hung up cause I was out of time on my break and sent an email to ************@pse.com. I never heard back. I sent 2 emails the following Monday (may 20th). And 2 more on may 22nd. I received 2 automatic emails back total saying I would here from someone and an email from a person asking to verify my name and other pieces of ID for security purposes. Then I never heard back again. I called another time and the automated line tells me they can't find my phone number and then the hold time is very long, longer than I have during my breaks.

Desired Settlement: I want to know what this bill is for.

Business Response: Consumer's Final Response /* (2000, 6, 2013/05/29) */ PSE did finally respond the day after I submitted this case. Thank you.

4/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Burien Natural Gas installed an energy efficient gas furnace for me on 1/14/2012. PSE was running a $250 rebate for qualified installations at the time. I downloaded the rebate form from PSE and noted I needed to send them a copy of my receipt along with the form. There were no expiration date/time limitations printed anywhere on this form. Meanwhile I waited for Burien Natural Gas to send me the receipt. I finally called them near the end of February and they promptly sent the receipt. I then mailed my receipt and rebate form to PSE. They returned and rejected the rebate application on April 17, 2012, stating the rebate was available only to rebate applications submitted within 30 days of installation. As stated above, I did not even have a receipt in hand within 30 days of installation. I don't know if Burien Natural Gas intentionally delayed giving me a receipt or if it was an honest lack of professionalism. Either way since there was no expiration date listed on the PSE rebate form I felt no compulsion to immediately demand my receipt from Burien Natural Gas. I believe PSE should honor their much publicized rebate program. PSE claimed they wanted to encourage consumers to purchase energy efficient appliances but when it came time to actually pay, they found a reason to deny the rebate. I believe this would not have happened had they not privatized but that is another issue. Thank you. ****** ******

Desired Settlement: $250. Two hundred fifty American dollars. This is the amount I was eligible for based on a 90% efficiency gas furnace installation. This amount was per the PSE website and the Burien Natural Gas salesperson, ******.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/12) */ The 30 day time limit (from date of installation) for application of energy efficiency rebates is clearly outlined on the PSE.com website pages associated with rebates as well as on all rebate applications. Since this application was submitted in April 2012 for a January 2012 installation, the 30 day time frame was clearly exceeded at the time of the initial application. However, we will consider exceptions to this policy for customers when extenuating circumstances affect their ability to meet that deadline. In the case of Mr. ******, we were able to contact him to request resubmittal of the initial application and supporting documentation. Upon review of the application, all qualification requirements were met and PSE was able to approve this rebate application for payment. Mr. ****** has been notified and is satisfied with this decision.

4/22/2013 Billing/Collection Issues
4/16/2013 Problems with Product/Service
4/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PSE apparently went to a new billing system in March 2013. We received 2 bills for march and april for approx. $300 each with payment due dates 1 week apart in April. Based on this they are expecting us to make payment of 2 energy bills in the same month 1 week apart because they made a change to a new billing system. This is not only ridiculous it is insane since heating bills are one of the highest cost bills that homehowners have to pay. For this I have to tell you that it stinks and that their system conversion was mishandled and incompetent and will be ill received by their customers.

Desired Settlement: I'm not sure they can make this right but at a minimum they need to reach out to their customers as there was no notice received about this only that the bills are now double (2 months charges) and expect payment of both in the same month which is ridiculous and unbelievable. Poor planning, poor execution and poor communication. I would give PSE an F with this implementation of their new billing system. Then when you call their offices after hours, they don't accept voice mail messages they just cut off the call because their offices "are closed" please call back, which is pathetic for an organization of PSE size and magnitude in today's world. Very old school and poor customer service.

Business Response: Business' Initial Response /* (XXXXX, 5, 2013/04/12) */ I called the customer on 4/3 and reached their voicemail. I left the customer a message to call me if he would like to discuss this and also if he would like to set up an installment plan on the 2nd bill amount. As of today 4/12 I have not heard back from the customer.

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