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 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 87 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

87 complaints closed with BBB in last 3 years | 32 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 69
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 17
Total Closed Complaints 87

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Puget Sound Energy
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 7

Additional Information

BBB file opened: January 01, 1956 Business started: 01/01/1873 in WA Business started locally: 01/01/1873 Business incorporated 09/12/1960 in WA
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, Customer & System Projects Manager Ms. Artra Brant, CC Performance Inquiry Admin Specialist Ms. Veronica Dodson, Complaints Ms. Stacey Hammond, Complaints Examiner Mr. Hans Herrmann, Community Engagement Manager Ms. Patricia McClements, Outreach Manager
Contact Information
Customer Contact: Ms. Veronica Dodson, Complaints
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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an exceptionally high PSE bill. After calling, PSE helped me to figure out that our heat pump was not working so our bill was sky high. We worked out an automatic payment plan to get us caught up. The plan was working great, until I got an email that i had a CREDIT and no payment would be taken out. Then I got a bill saying $900 would be taken out on June 6th. I called PSE again, and worked out an automatic payment plan again that would divide the payments getting us caught up. I thought a plan was in place until $563 was taken out of my account. I had NO NOTICE that this payment was coming out. NONE!! My account overdrafted. When I called, I was told that they don't do payment plans like the ones that I had made with two of their customer service people. Clearly, not everyone knows what the rules are and they set things up that can't be done. Also, they sent me a notice saying I had a credit, next they take out a random $563 on a day they didn't notify me about. I have no other options for my electricity service but to put up with PSE and their misinformed customer service employees.

Desired Settlement: I would like PSE customer service employees to be consistent in their knowledge and information. They also need to be more accurate in informing customers about how much will be taken out when. Also, I would like an apology for randomly taking out $563 with NO NOTICE instead of sticking with the deal I made with their customer service rep or even what was stated on my bill, $900 coming out June 6th.

Business Response:

Thank you for forwarding the complaint of ***** ******* to our office for review. We appreciate her bringing this matter to our attention. Ms. ******* states that after contacting PSE to make a payment arrangement, she received information stating that she had a credit balance on her account, followed by an automatic payment draft of $563 which she was unaware would be debited from her bank account. 

On March 11, 2016, Ms. ******* contacted PSE to request a payment arrangement on her account, and one was provided to her. She contacted PSE again on March 23, 2016, to set up a different arrangement, and the requested changes were made.

On May 23, 2016, Ms. ******* contacted PSE to again request a payment arrangement. She stated to the agent that she spoke with that she had gotten an email stating that she had a credit balance and that her normal installment payment would not be taken out, but her account did not have a credit balance and the agent advised her that she did owe a balance. Ms. ******* then proposed a new payment arrangement that would better meet her needs, and the agent agreed to set her up on the new plan. While the agent did deactivate Ms. *******’s prior payment arrangement, he did not enter the new arrangement correctly and it was not saved into the billing system. Feedback has been provided internally for review and additional training for the agent.

On May 26, 2016, Ms. *******’s past due balance of $587.17 was drafted from her bank account on her previous installment plan due date, rather than on her regularly scheduled bill due date of 6/6/2016. This matter has been forwarded to IT for review and corrective action.

Ms. ******* contacted PSE in response to the unexpected payment draft, and requested to end her automatic funds transfer for future payments. The agent that she spoke with did end her automatic payments, but was not familiar with the arrangements made on the account. Feedback has been provided internally for review regarding this contact.

We trust that this information will assist in closing the complaint. We apologize for any frustrations Ms. ******* has experienced regarding this matter.

 

Sincerely,

Puget Sound Energy

6/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 3rd, 2016 I received a letter from PSE after moving into my new residence that I would need to set up a new account to keep service running without interruption. On May 8th at approximately 11:43 pm, I went online and completed the online account set up. After completion I was given a $1.64 set up fee, and also informed that I would not have to pay a security deposit. I did not receive a confirmation E-mail, surprisingly, but figured since I completed the process, then perhaps I would get a letter in the mail instead. Upon coming home on 5/16/2016 PSE had shut my service off for failure to sign up for service. I called PSE and informed them of my situation, that I had followed the directions on the letter and signed up for an account about 10 days prior, and told them I did not receive a confirmation E-mail from after I finished over the phone and also the afore mentioned information, $1.64 set up fee, and no security deposit. The person who I spoke to on the phone said she would look into it, and also informed me that the system I used was new, and it may have malfunctioned. I have communicated with them over the phone and in E-mail to resolve this, and after each communication they call me back asking me for information which I told them I had never received, a confirmation E-mail. I am almost certain they have not read my E-mails. I was thorough and detailed when I explained my circumstance, and since I did not receive a confirmation E-mail, which I told them multiple times I did not receive then there is no way to verify my completion, even with knowing they charge $1.64 cents for setup, information I could not have obtained without completing the process. I followed directions, I was given a service charge, I was informed I would not have to pay a deposit when I finished, and I was also told personally by their rep, that this system is new. (I am disputing a dishonest reconnection charge from them for restarting my service)

Desired Settlement: I want my $32 back, I am a new customer who followed directions. I have doubts a new system will operate with perfect efficacy and free of technical flaws. Never have I ever encountered a brand new online system that does, they are never flawless, it could of been browser compatibility, or just a glitch, but for them to tell me their system is new and error free, in my opinion is dishonest. They seem to pay no attention to the details I describe in my e-mails as they ask repeatedly for information I already told them was not given to me upon completion. And furthermore I am a new customer, and should be given the benefit of the doubt, especially with a new online set up system. My guess is they are not taking me serious, and if I could, I would switch providers, however that is not an option, so I am filing this complaint. I am almost certain, they will again ask for a confirmation email, rather then take the date and time I logged into their system and research it as they should

Business Response:

Thank you for forwarding the complaint of ****** ******* to our office for review. We appreciate him bringing this matter to our attention. Mr. ******* states that although he signed up for service on PSE’s website, his power was disconnected and he was charged a connection fee anyway.

PSE disconnected the gas service to Mr. *******’s unit on May 16, 2016, after gas usage was detected but no customer called to sign for service. Mr. ******* contacted PSE that day and an account was created for him. Because the gas service was shut off, Mr. ******* was charged a one-time Gas Connection Charge of $32 to reconnect his gas.

Although PSE has repeatedly researched Mr. *******’s statement that he signed for service online, no record of a request for service in his name has been found. Although PSE cannot verify for certain that Mr. ******* did request to sign for service online, the Gas Connection Charge has been credited to his account as a courtesy.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ******* has experienced regarding this matter.

 

Sincerely,

Puget Sound Energy

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

5/27/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Due to a miscommunication among roommates, we failed to establish gas service when we moved in to our home. Puget Sound Energy shut off our gas service with no notice. They claim to have left a 48 hour warning notice, but no such notice was ever posted. A video camera monitors motion on our front porch and we have no record of a notice being given prior to disconnection. Gas is an essential utility and should not be shut off unless multiple attempts have been made to contact residents. Especially in homes that are clearly occupied such as ours. A simple miscommunication among roommates should not lead immediately to disconnection.

Desired Settlement: Investigation of the issue, and policy changes requiring a more thorough attempt to contact residents before disconnection. If gas usage levels of the house clearly indicate occupancy, or the house appears occupied upon inspection, multiple notices should be posted.

Business Response:

Dear Mr. ******,

Thank you for taking the time to share your concerns with PSE's disconnection process.  Our records do show that a 48 hour notice was left at the *** * ****** ** property address on 5/19/16 at approximately 1:11pm.  Our records also show that a letter was mailed to the property address on 4/30/16 which I have also attached a copy of. 

As a regulated utility, PSE must comply with the Washington Administrative Code and the rules for disconnecting service when there is unsigned usage on a meter do not require us to send a letter to the location or leave any notice prior to disconnection, PSE does this as part of our internal process. 

We have forwarded your recommendations to our field services department and thank you for providing us with your feedback.

Thank You,

Stacey H.

Sr. Escalated Complaints Examiner

Puget Sound Energy

 

Consumer Response:


Complaint: ********

I am rejecting this response because:

No 48 hour notice was ever posted. I was home on this day and as I mentioned on the initial complaint, have a video monitoring system on my front porch. There is no way I could have missed this. You did not leave a 48 hour notice

I have searched all our junk mail and can find no mailed notice. Perhaps it was sent, but it was not received.

Sincerely,

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

5/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The payment that is listed on bill, does not match what is due. With thier budget plan, the bill does not reflect what you need to pay to keep are account in good standings. You must pay the budget payment amount every month even if your bill shows an amount due less then the budget plan amount.

Desired Settlement: Bill needs to state what is needing to be paid.

Business Response:

Thank you for forwarding the complaint of **** ********* to our office for review. We appreciate him bringing this matter to our attention. Mr. ********* states that he is on the budget billing plan and that his bill reflects a higher amount due than what his total consumption charges amount to.

PSE offers and Mr. ********* subscribes to a Budget Billing Plan, which is designed as a convenient payment option for customers. It is not a cost saving or discount program. The goal is to avoid large payment fluctuations during the year, making it a little easier to manage a household budget. The plan is based on a year that ends in June. PSE’s billing system will estimate the total cost of energy usage between the time a customer signs up and June. The amount is then divided by the number of months it includes to estimate a monthly average.

On Mr. *********’s monthly bill, the correct amount to pay is the amount listed in the ‘Total Due’ gold box at the top of the first page. This is the amount of his budget payment and his monthly consumption charges may be higher or lower than the budget payment amount, as it is an estimate. If Mr. ********* would prefer to pay his monthly consumption charges rather than a budget payment, he may contact PSE Customer Service at 1-888-225-5773 to remove his account from the Budget Billing Plan.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ********* has experienced regarding this matter.

Sincerely,

Puget Sound Energy

Consumer Response:


Complaint: ********

I am rejecting this response because: The amount in the yellow box on the frist page of the bill is not the amount of the budget payment. The yellow bow amount is different then what was needed to be paid. In my case, the budget payments that I should have been paying was $167. The yellow box that tells you the amount due was only $64. How can the amount due be less then the budget payment amount? Then bill me $ 397 for  for a new budget payment amount. 


Sincerely,

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

Business Response:

Thank you for forwarding the additional questions of Mr. **** ********* to our office for review.

The amount of $327 is Mr. *********'s budget payment amount and is the amount due on his bill. This is the amount listed as Total Due in the yellow box on Page 1 of his bill.

PSE's billing system will review the budget billing plan three times per year in November, March and June. The customer's account is reviewed to compare the cost of the actual usage with the estimated cost. If the actual usage varies from the estimate, the budget amount may change during the review periods. In Mr. *********'s case, his previously calculated budget amount was not sufficient to cover his consumption costs, and was adjusted to a higher amount accordingly.

We trust that this information will assist you in closing the complaint.

 

Sincerely,

Puget Sound Energy

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

I am rejecting this response because: This months bill is not the one that has the issues.  All the bills from August tell now did not reflect the amount due in the yellow box.

Sincerely,

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

4/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Puget Sound Energy has been sending my bills to the wrong address since I moved to my current location. They refused to send my bills to my billing address, which is a P.O. box I use it for bills and other correspondence due to past issues with mail theft at the semi-rural mailbox at the end of my lane at my physical address. After two years I finally got the help desk to change their computer information but not before the sent me several imperious and "urgent" notices of impending power disconnect. Now they are demanding a $250 deposit which I refused to pay. Their latest email informs me they are damaging my credit by sending the unpaid deposit to collections even though my bills for actual power usage are paid in full. Their responses are formulaic and scripted. I do not believe there is anyone paying attention in their billing department and they are stonewalling my, knowing that they hold all the cards and have all the power.

Desired Settlement: I need them to cancel their "request" for a deposit, retract their collection request and continue using my correct billing address.

Business Response:

Our response is attached.

RE: Better Business Bureau Case ********


Consumer Information:
******, *******
**** ******* **** **** ** **** ******** ** *****  ************
****************************


PSE Response:
Three wind storms and a delay caused by another project prompted several reschedules and extended delays for ******* ****** (the Customer).  PSE recognized the impact to the Customer and has been working with him since March 21 to reimburse him for his additional costs.  The Customer was acceptable to this plan and resolution has been reached.  

For additional background, please see the detailed outline of events below.

Timeline of Events:
March 1, 2016 – March 3, 2016:  Windstorm #1
On March 1st, a wind storm event hit Western Washington, causing widespread outages affecting over 95,000 customers during the course of the storm.  

The Customer had an original PSE construction schedule date of Thursday March 3, 2016 to bring electric service to his new construction home.  Unfortunately, this schedule date was cancelled due to the unforeseen storm event that took place the day before (see above).  The PSE Project Manager contacted the Customer’s contractor Troy Olsen with TNT Homes via phone to inform him construction would not be able to proceed as originally planned due to emergency restoration events.  Additionally, the PSE Project Manager noted that a reschedule date would be determined as soon as possible.

When a storm event occurs, PSE’s top priority is to restore power to our customers as quickly as safety conditions permit.  Construction crews are diverted from scheduled jobs in order to provide around-the-clock restoration efforts.

March 4, 2016
On March 4, 2016, the PSE Project Manager contacted the Customer’s contractor to notify him of the reschedule date of Thursday March 10.  On March 8, the Project Manager sent an additional follow up email containing a schedule of events for the anticipated construction date of March 10.  As planned, this would be the second job of the day for the scheduled crew, and they projected an arrival time of 1:00pm.  Additionally, the email served as a reminder and confirmation from the Customer that he would have someone onsite to pump out water from the work pits, along with someone to backfill those pits post construction.



March 10, 2016 – March 11, 2016:  Windstorm #2
A second windstorm, affecting over 145,000 customers during the course of the event, put scheduled work on hold. 

The PSE Project Manager contacted the Contractor via phone letting him know that unfortunately construction could not proceed as scheduled due to emergency restoration events, and that again, a reschedule date would be determined as soon as possible.

March 13, 2016 - March 16, 2016:  Windstorm #3
A third windstorm, affecting more than 270,000 PSE customers, again put the scheduled work on hold.  Crews worked overnight to repair damage and restore power as quickly and as safely possible.  The highest concentration of outage events were in Kitsap County.

March 17, 2016
The Contractor was notified via email from the PSE Project Manager that work was rescheduled for Monday March 21, 2016, and that this would be the crew’s second job of the day.  The Contractor confirmed that he would have someone onsite around 1pm to pump out water from the work pits, dig out any materials that may have fallen into the work pits due to the heavy rain, and backfill the pits after construction.

March 21, 2016
As planned, the Potelco crew (PSE’s electric construction contractor) was set to construct the job as the second job of the day.  At approximately 1:15pm, the PSE Project Manager was contacted by the Contractor stating that the crew did not show up as scheduled.  The PSE Project Manager assured the Contractor that he would look into what happened and respond back as soon as possible.

Upon investigation, the PSE Project Manager determined that the crew assigned to the Customer’s job had underestimated the time/scope of their first job, and came to the conclusion that it would take the bulk of their time that day.  As a result, the PSE Project Manager rescheduled the Customer’s job for the earliest possible time slot, which was March 24th, and contacted the Contractor to inform him.  TNT Homes Superintendent ******* Lewis called the PSE Project Manager asking for an explanation, and discussed reimbursement for the costs.

The PSE Project Manager contacted the Construction Management Supervisor in charge of crew management to find out what happened and determine if PSE would reimburse the Customer/Contractor for their costs.

March 23, 2016
A voicemail was left for the Customer by the PSE Project Manager who wanted to discuss the events that had transpired and go over the customer’s request for reimbursement of costs.

March 24, 2016
The Customer’s project was scheduled for the first job of the day, and was completed that same day.

March 28, 2016
The PSE Project Manager called the Customer again, and left a voicemail message, to discuss the events that had transpired and the proposal for reimbursement of costs.  The PSE Project Manager emailed the proposal for reimbursement to the Customer at *****************************.

March 29, 2016
The Customer called the PSE Project Manager who again apologized for the situation and explained that PSE would like to reimburse him for his lost time on 3/21/2016 and for the additional costs incurred for a contractor on 3/24/2016.  The Project Manager explained that we would need an invoice and documentation supporting the incurred time and expenses.  He was acceptable to this solution and will be in contact with the Project Manager with the aforementioned required information.

Thank You,

SH

Sr. Escalated Complaints Examiner

Puget Sound Energy

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

I am rejecting this response because:
Puget Sound Energy responded to someone else, not me. Their response has nothing to do with my issue. This is a perfect example of why it is impossible to resolve a problem with PSE.
Sincerely,

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

Business Response:

 Dear Mr. *******,

Our apologies for including an attachment for a different consumer in your response.  As stated in our written part of the response, we have reviewed your account and performed a compliance check on the deposit that was charged.  As a regulated utility PSE must comply with the WAC (Washington Administrative Code) for deposits the rule states the utility can require a deposit when a customer has been sent 3 or more disconnections notices in the previous 12 months.  Your account shows 6 Disconnection notices have sent in the last 12 months which is the reason for the deposit request.  As far as the mailing address for your account, our records show you applied for service for this address on 4/18/14 and did not provide PSE with a mailing address that was different than your service address and your request to change your mailing address to PO BOX *****, Olympia WA 98508 was not received from you until 2/10/16.  I verified the mailing address was changed at that time and your following statement dated 2/29/16 was mailed to the PO Box. 

 

As a one-time courtesy we have reversed the $215.00 deposit charged on 1/29/16.  If any additional disconnection notices are sent the system will automatically re-charge the deposit.  Additionally, PSE does not report active credit to a collection agency. 

 

If you have any additional questions, please contact our Customer Service Department at 1-888-225-5773.

 

 

Thank You,

 

SH - Sr. Escalated Complaints Examiner

 

Puget Sound Energy

 

4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PSE disconnected my power because we were past due. When I called to diSeuss why they disconnected me so quickly they made several false statements. They said I was 60 days past due when I wasn't. They said I hadn't been current since December which was also false. I had paid the past due amount feb. 22nd. They disconnected the following month.

Desired Settlement: I would like to pay the remainder of th e past due and have the deposit and reactivation fee refunded.

Business Response:

Thank you for forwarding the complaint of ***** ******* to our office for review. We appreciate him bringing this matter to our attention. Mr. ******* states that his service was disconnected when he was not significantly past due, and that he would like his deposit and reconnection fee refunded to him.

Mr. ******* was mailed an Urgent Notice on March 7, 2016 and a Final Notice on March 16, 2016, both advising that a payment of $238.34 must be received no later than March 24, 2016 to avoid disconnection of service. Payment was not received by the final payment date, and Mr. *******’ service was disconnected for nonpayment on March 30, 2016.

When a customer has been disconnected for nonpayment, the account that was not paid is then closed. A new account is opened, and PSE assesses the disconnected customer a deposit and a reconnection fee. A minimum of half the deposit plus the reconnection fee must be paid before service can be reconnected. This policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC). The deposit and reconnection fee which were assessed to Mr. ******* are valid charges and will not be waived. If Mr. ******* feels that his disconnection was not in compliance with the WAC rules, he may contact the WUTC at 1-888-333-9882 to request a compliance check.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ******* has experienced regarding this matter.

Sincerely,

Puget Sound Energy

4/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never had my power shut off, i make my payments but usually late or with payment arrangements due to amount and have been charged late fees. I'm now being told that every month they go back 12 months and charge a $250 deposit if been late 3 times within 12 months so every month in theory they will charge $250 on top of Bill & will not return unless on time after 12 months and if late they keep. I can't afford this. They also said it's due to others getting there power shut off and PSE loosing that money, again in the last 2 years as a customer mine is not shut off just late which I pay the fee for. I'm a single working mother and don't qualify for help. I've called PSE multiple times for assistance with bills so I could make the payments. I can't afford to pay $250 as a late fee deposit each month and is quite absurd. They also refused to give me a name or number where I may talk to a supervisor.

Desired Settlement: That if I must pay a $250 deposit that I not be charged each month that it be a one time deposit. As I can't afford that otherwise and my children will go without power. I pay the late fees a deposit makes sense for someone trying to reconnect due to shutoff but that is not my case. Due to when I'm paid and the amount of their bill for gas/electric it's likely I'll be late again and a $250 late fee is drastically unrealistic especially when you will not get back unless never late for 12 months but during that 12 months they are charging deposit each month from a year ago.

Business Response:

Thank you for forwarding the complaint of Ms. ******* **** to our office for review. We appreciate her bringing this matter to our attention. The complaint states that Ms. **** was told that for every month she pays her bill late, she will be assessed a deposit of $250.

PSE may request a deposit from a customer who has been issued three or more delinquency notices in the past twelve months. Ms. **** was assessed a security deposit of $285 after receiving nine delinquency notices in a twelve-month period. She was provided with a payment arrangement to pay off her deposit. Ms. ****’s deposit will be refunded to her with interest when PSE has received twelve consecutive months of satisfactory payments, unless more than two delinquency notices have been issued or disconnection action has been initiated for nonpayment.

Ms. **** will not be assessed deposits of $250 monthly. When a deposit is calculated, the amount must not exceed two-twelfths of a customer’s annual billing. If at any time during a twelve month period Ms. **** is issued three additional delinquency notices, her account will be evaluated and if the amount of allowable deposit is greater than the deposit amount currently being held on her account, an additional deposit assessment may occur.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. **** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

Consumer Response: My question still remains. Once I pay this, then next month they go back another 12 mmonths and re-assess deposit each time or will  it be 12 months from now when they re-assess? Further I was toldmy deposit was $250 now in their response it's $285.  During the 12 month period they are assesing they agreed to payment plans, not only did I pay but I also paid their late fees. My power hasnt been shut off, and they put personally identifiable information in their response. Why accept payment arrangements throughout the year if they will just this money on top of the late fees I have already paid.  Complaint #: ********

I am rejecting this response because:

Sincerely,

******* ****

Business Response:

Thank you for forwarding the additional questions of Ms. ******* **** to our office for review.

If Ms. **** contacts PSE and establishes payment arrangements, she will not be issued late notices as long as she makes each payment of the arrangement by the negotiated due date. Failure to keep payment arrangements could result in Ms. **** being issued additional late notices and being denied future payment arrangements.

Once Ms. **** has paid her deposit in full, it will be returned to her after she has established 12 months of good payment history with PSE. In order to do this, she must be issued no more than 2 late notices in a 12-month period.

If Ms. **** would like to establish a payment arrangement, or if she has further questions regarding her deposit or payment arrangements, she may contact PSE Customer Service at 1-888-225-5773.

 

Sincerely,

Puget Sound Energy

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid in advance to have power installed on our property. PSE has cancelled the appointment four times. This has put us behind a full month on building our home. It has also cost us an extra month in storage fees totaling over $1,000.00 plus another months lot rent for our RV at $460.00. The fourth time they canceled I had to take a day off work to ensure that water was not present in the hole that the power pole was to be put in. This is a requirement of PSEs they will not install power if there is water in the installation hole. PSE cancelled because they chose to violate their own policy and wait for someone to take water out of their installation hole. this delay made it so they could not perform the work they were scheduled for at our property. This cost me a full eight hour day of work at $8.00 per hour totaling $240.00. Due to PSEs incompetence I have racked up an additional $1700.00 in costs. I would like them to deduct this from the $9,000.00 they made me pay in advance for a job that has not even been done yet.

Desired Settlement: I would like them to deduct $1700.00 from the $9,000.00 they made me pay in advance for a job that has not even been done yet.

Business Response:

Dear Mr. *******,

I have reviewed your account and performed a compliance check on the deposit that was charged.  As a regulated utility PSE must comply with the WAC (Washington Administrative Code) for deposits the rule states the utility can require a deposit when a customer has been sent 3 or more disconnections notices in the previous 12 months.  Your account shows 6 Disconnection notices have sent in the last 12 months which is the reason for the deposit request.  As far as the mailing address for your account, our records show you applied for service for this address on 4/18/14 and did not provide PSE with a mailing address that was different than your service address and your request to change your mailing address to ** *** ****** ******* ** ***** was not received from you until 2/10/16.  I verified the mailing address was changed at that time and your following statement dated 2/29/16 was mailed to the PO Box. 

As a one-time courtesy I have gone ahead and reversed the $215.00 deposit charged on 1/29/16.  If any additional disconnection notices are sent the system will automatically re-charge the deposit.  Additionally, PSE does not report active credit to a collection agency. 

If you have any additional questions, please contact our Customer Service Department at **************.

Thank You,

SH - Sr. Escalated Complaints Examiner

Puget Sound Energy

3/31/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My electric power got disconnected for non payment. I was bahind two payments. 1st month was about 1 month late. The new bill was only 7 days past due. They state sending 2 letters out but I never got any letter. There's was no cancelation notice on line. When I realized my power got disconnected I called them right away to make the payment and I was awarded I was probably gonna have to pay a restoration fee. For my surprised. I was told. My account had been canceled after getting the service disconnected. They could not reopen the same account so my only choice was to open a new accout with a 300 dollar deposit. I don't understand how they weren't able to restore my service with only a restoration fee. I called the same day. Not days or weeks later. Customer service did not care the fact that I just had a new born baby and that my power bills has been double every moth during this cold season. They wanted 300 to get me a new account on top of my past due balance. I asked for my deposit from 2 years ago. And there is no records for that last deposit.

Desired Settlement: I looked at there policy and It says "we will charge a fee to restore service that has been cancelled for non payment." Not that they will closed the account right away and then charge a deposit.

Business Response:

Thank you for forwarding the complaint of ***** ******* to our office for review. We appreciate her bringing this matter to our attention. Ms. ******* states that her electric service was disconnected for nonpayment, and that she was required to pay a deposit and a reconnection fee to have service restored. She states is requesting return of a deposit which she believes PSE collected on her account two years ago.

Ms. ******* was mailed an Urgent Notice on February 22, 2016 and a Final Notice on March 2, 2016, both advising that payment of $267.43 must be received no later than March 10, 2016 to avoid disconnection of service. No payment was received, and service was disconnected on March 16, 2016. PSE has not received any return mail for Ms. *******.

When a customer has been disconnected for nonpayment, the account that was not paid is then closed. A new account is opened, and PSE assesses a deposit and a reconnection fee. A minimum of half the deposit plus the reconnection fee must be paid before service can be reconnected. This policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC). If Ms. ******* feels that her disconnection was not in compliance with the WAC rules, she may contact the WUTC at 1-888-333-9882 to request a compliance check.

PSE records indicate that no deposit was collected when Ms. ******* opened her prior account number ************ on July 17, 2012, and as such no refund is due.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ******* has experienced regarding this matter.

Sincerely,

Puget Sound Energy

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We received a bill from PSE with adjusted readings for power usage after our meter got moved during a remodel. Due to this remodel, my family was living in a rental house elsewhere. Our home was empty from May 2016 until December 2016. PSE is claiming that we used a huge amount of electricity while we were not even living in the house. For example, they claim we used 528.14KWH of electricity on October 24th, a Saturday. Our contractor doesn't even work Saturdays. The home didn't even have a furnace at this point. It was cold and empty. That's as much electricity as a home uses in an entire month normally. The meter was certainly malfunctioning. PSE has since came out and “checked” the meter and they say it’s fine. I agree it’s fine now as the reads are back to normal. But, during the period when we were living in another home and the house was empty, the power usage could not be what was recorded.

Desired Settlement: I would like them to remove the adjusted balance (around $1200) they added to our bill.

Business Response:

Thank you for forwarding the complaint of ****** ******** to our office for review. We appreciate him bringing this matter to our attention. Mr. ******** states that he is disputing a billing correction, as he feels the usage billed to him is too high.

The meter at Mr. ********** location was reset in September 2015 during a remodel of his home, resulting in the customer receiving bills with estimated reads for the time period of 6/29/2015-1/28/2016. A billing correction was processed on 2/5/2016 to bill Mr. ******** the correct, actual reads for his meter for the time period in which he was initially billed using estimated reads.

PSE is receiving daily reads from Mr. ********** meter, which ensures the accuracy of the billing. Meters by design do not register additional usage in the event that they are malfunctioning; rather, they begin to slow down and register lower usage than is being consumed. If Mr. ******** believes that his meter is malfunctioning, he may contact PSE Customer Service at 1-888-225-5773 to request that his meter be tested.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ******** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year they cut me off after missing ONE PAYMENT and 12 years as a good customer. Then they forced me to pay a deposit, which I did along with paying the old bill. Now I have moved and while they took the last month's payment out of my deposit, they will not send me the rest of it which is roughly $340 because even though they used it to pay my last month's bill, they claim it doesn't exist and then cite some bill from March 2012, which makes no sense. And now there is a ding on my credit report for $120 which I have no idea where that comes from. Its the most ridiculous situation and has been from the beginning.

Desired Settlement: I want the $340 plus my credit put back in good standing

Business Response:

Thank you for forwarding the complaint of **** A. *********** to our office for review. We appreciate her bringing this matter to our attention. Ms. *********** states that she paid a deposit in order to have service reconnected in 2015, which Puget Sound Energy did not return to her after later she ended her account.

Ms. *********** was mailed an Urgent Notice on January 14, 2015 and a Final Notice on January 26, 2015, both advising that a payment of $432.45 must be received for account number ************ no later than February 3, 2015 to avoid disconnection of service. Payment was not received by the final payment date, and Ms. ************* service was disconnected for nonpayment on February 4, 2015. The outstanding balance of $430 on that account was referred to external collections on June 15, 2015.

When a customer has been disconnected for nonpayment, the account that was not paid is then closed. A new account is opened, and PSE assesses a deposit and a reconnection fee. A minimum of half the deposit plus the reconnection fee must be paid before service can be reconnected. This policy is in accordance with the Washington Administrative Code (WAC) rules which PSE must comply with as a utility regulated by the Washington Utilities and Transportation Commission (WUTC). If Ms. *********** feels that her disconnection was not in compliance with the WAC rules, she may contact the WUTC at 1-888-333-9882 to request a compliance check.

Ms. *********** was given a new account number of *************, and a deposit and reconnection fees were collected from her in order to reconnect her service. Ms. ************* deposit was returned on her final statement when she ended service effective November 30, 2015, resulting in a final credit balance of $334.01. This credit balance was transferred to account number ************* on December 14, 2015, and applied to the final account balance of $430. The remaining balance of $95.99 remains in external collections. An account history for account number ************* was provided to Ms. *********** via email on January 20, 2016.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. *********** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

Consumer Response:


Complaint: ********

I am rejecting this response because: They're accounting makes no sense to me and they are talking to me about a bill from 2012(WHICH IS IRRELEVANT TO THIS SITUATION!!!!), that is part of what they sent me as what they mean. I truly simply want to sit down with them and have them show me how they came up with their numbers and where my payments went and why they put me in collections for an alleged outstanding bill but when I called them they said with my deposit minus the final bill of $119 which left over roughly $334 which would be sent back to me, I was good to go.

BUT as seems to be the way they operate, not only am I not getting the deposit back but I have been sent to collections for $120. NO MENTION OF THAT WHEN I CLOSED MY ACCOUNT. No email, no letters, nothing.

If you look at the cryptic itemizations they send me, it shows that $430 being bounced this way and that, but not where it finally landed. If you could see the individual bills they sent me it shows that I was making extra payments and then I was caught up in June. So between extra payments and a deposit, why am I not only not caught up, but in collections? And why didn't they tell me they were sending me to collections so I could have settled it or asked then what happened to my deposit. I had to contact them when no deposit showed up, that's when they said I wouldn't get a deposit, but said nothing of collections or any outstanding bill. They said I didn't get a deposit back because I didn't pay one, but the only way they were going to open a new account was if I paid one. So I paid $430 and extra every bill until June when I thought I was clear. Again, why didn't they say anything then?  

I simply want someone to sit down with me and go through this bit by bit. It wouldn't take more than a half hour. Now they claim they don't do that which seems like bad business and shady. PLUS WITH THE BILL FROM APRIL 2012, I am not sure they even know what they are talking about.

So NO, unequivocally NO I do not accept their response.

 

Thank you for the attention to this matter. Seems like they have a history of this from reading the comments. I thought Monopolies were illegal for this very reason?

Sincerely,

 

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

 

 


Sincerely,

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

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday March 11th, 2016 a PSE Technician came out to My Home to repair the Water Heater after I reported that we had No Hot Water for three days. After the Repair Technician left my home, water started coming from the Emergency Relief Valve which caused damage to My Carpet. We tried to fix the problems ourselves purchasing items to try and resolve the problem, but was unsuccessful. There is a strong odor from the Carpet being wet from the Water Heater that is all over the house now. I filed a Complaint with the Claims Department sending them photos of the receipts of purchased items and the Damped Carpet. We have been assigned a Claims Agent by the name of Rodel P******** and he has been no help to the situation. I've spoken to him several times and he feels we still don't have enough proof that the PSE Technician caused the problem. Meanwhile, we have a strong odor that lingers in our home and we are afraid that this might be hazardous.

Desired Settlement: Replace Carpet along with the padding underneath the Carpet

Business Response:

Thank you for forwarding the complaint of ***** M. **** to our office for review. We appreciate her bringing this matter to our attention. Ms. **** states that after a PSE technician visit to repair her water heater on March 11, 2016, water coming from the Emergency Relief Valve on her water heater damaged her carpet. She would like PSE to compensate her for this loss.

PSE received a damage claim filed by Ms. **** on March 15, 2016, which was assigned Claim Number ********** G. Processing of claims typically takes approximately thirty days; however, the claims agent working with Ms. **** was able to complete his investigation into the matter on March 22, 2016. It was ultimately determined that PSE will be unable to compensate Ms. **** for her loss. Detailed findings will be provided to Ms. **** in writing.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. **** has experienced as a result of this matter.

Sincerely,

Puget Sound Energy

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

I am rejecting this response because:
My Carpet is damaged due to the Technician from PSE and now they refuse to admit fault. Photos have been sent to the Claims Agent as evidence or proof, yet he wants me to contact our Home Insurance to have them pay. I'm really upset with this matter. I appreciate any assistance you can help me out with.
Sincerely,

***** ****

3/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My family temporarily moved into a mobile home, paying rent to a parent from 7/15 to 12/12/15. (I include this info just to prove the validity in my argument. Because our landlord connection, we know the previous renters paid huge amounts to PSE due to horrible drug habits. We also know that those same renters broke the meter so it wouldn't read. It took 2+ months for us to receive the bill to cover July-Sept. It totaled $21.84, and the usage of 0. It's $15.74 basic charge + $6.10 initiation. It's a sign that the meter still wasn't working since we did, in fact, use electricity in those 2 months. The next bill we received totaled $340.54. This amount is outrageous and infuriating (and i'm sure, inaccurate), but we paid it just because we had been tired of the endless phone calls we had been making to get our bills, fix the meter, etc...We were told it wasn't our account, call back later, 'it could take up to 3 months', endless excuses before we could see a bill. We moved out Dec. 12. Our last bill was for 29 days, average temp 40 deg, only about 1000 sqft, thermostat at just 67degrees, and a wood stove burning all day almost daily.. the bill was $445.13. That is impossible. My husband installs heating. We know about efficiency. I called and spoke to a 'specialist' who agreed that the reading can't be right and that they will look into it, don't worry about payment yet, and they'll follow up ASAP. 1 month later, I called after we got a notice that the balance was going to collections. Luckily it was saved from collections but I was never followed up with since they looked into it. I was given many excuses as to why it's so high. it's not 'sticker shock'. Our bill at our new home, a 2,000 2 story, same avg temp, therm set to 68deg and it's just $152.46. No bill has ever been more than $158 for us, no matter the season. Tripling the highest bill in our lifetime with PSE is not correct. bottom line. I believe PSE billed us based on the previous renters usage, not ours

Desired Settlement: Reduce this balance based on our family's usage average in the years we've used PSE. Completely replace the meter out on the property to prove it's either the meter or PSE, not the consumer (other family lives there now and should be taken care of so they don't have the same problems). Prove individual days usage, not just throw out an average. We want to know what days have been higher usage. This would prove it's based on our personal usage and not reflecting on previous tenants usage. Additional credit compensation just for the gross inconvenience, flat out personal disrespect from reps, and general incompetency from every rep I've ever spoken with. I will not accept a simple 'take my word for it, the reading was confirmed'

Business Response:

Dear Mrs. *****,

Thank you for submitting your concerns to us.  Your account has been investigated and a compliance check has been performed and the findings are that your billing is accurate. 

If you feel PSE is not in compliance with the rules we must comply with as a regulated utility you do have the right to contact the WUTC, Washington Utilities and Transportation Commission to file a complaint. 

 

Regards,

SH - Sr. Escalated Complaints Examiner

 

3/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Not sure there is enough space to write about the multiple complaints there are regarding the company. Starting August 2015 I was out of town and apparently my service was cut off for a non payyment of $20-40 ? I immediately called in when my son informed me the power was out. I paid the balance and then PSE told me my account had to be closed and that I had needed to pay a $300 or more (I can't recall the exact amount) security deposit and then a reconnection fee. I paid a portion of deposit and then they reconnected my service. Ever since then, there has been nothing but rediculous letters from PSE. One letter came to me asking me to verify who I was and who the bill was to come to-in whose name. I wrote back and said it was still me and that it was still my home they bills were coming to. Then I received a call from PSE stating that I was the one who disconnected my serivce and "they had on record my calling in to stop my service" I NEVER DID call and cancel. The next several weeks I would call after getting bill after bill that made no sense and anyone in customer service I spoke to had no idea how to make out my bills. They were just as confused as I was. I asked multiple customer service agents to please mail me copies of all of my statements from August 2015 to present. To this day I have never received them. Now, I have received another letter in the mail stating I need to pay ANOTHER DEPOSIT of $377. I called in to customer service and asked why. The person didn't know and that it was a requirement on my account?? I then asked to speak to a supervisor. I have waited 22 hours now and not one supervisor has returned my calls. Very upsetting. There is no customer service at this company.

Desired Settlement: I would like the additional deposit waived and my statements from August 2015 to present mailed to me like I asked 3-4 times.

Business Response:

Dear Ms. ****,

Since you have also filed a complaint with the WUTC (Washington Utilities and Transportation) we are referring you to the UTC as we responded to the UTC complaint on March 1st.  You should be hearing back from the UTC investigator who your complaint was assigned to, her name is Michelle.  If you do not hear back from her soon, you may want to contact her to see if she has completed her compliance check. 

What I will tell you is that the $377.00 deposit was charged in error as the system did not recognize you already had a deposit on file.  That $377.00 deposit has been reversed and your account balance is $235.54.  While your UTC complaint is open, any additional information must be discussed between you and the UTC.

Regards,

SH - Sr. Escalated Complaints Examiner

Puget Sound Energy

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

3/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Collection Agent either incompetent or lied.

Desired Settlement: Assistance in rectifying issue.

Consumer Response:

See Document**************

For more clarity. I’m speaking on two issues. One alone I don’t feel warrants a complaint.

1. PSE owes me money for a previous refund on a deposit. They are not being helpful in 
helping me to get it. The first issue they are claiming is a repair, either to confuse the issue, 
or due to bad record keeping. The simple fact is they owe me money, they sent the money 
to a third party, at a made up address, rather then the service address. ***** **** *** **  *******, is the service address. They linked it to some unknown address when I cannot 
access the money, rather then the actual service address where I actually lived. I must 
prove I lived at the made up address to access the money PSE owes me. I never lived 
there. They have said they would send me a letter and have not done so. It has been over 
10 days since they claimed they would help on this issue. They have not, and likely will 
claim they did, then provide no documentation of doing so.

2. More recently, I called them regarding a repair to my heater. They send someone over who 
refused to make the repair, because they would have to go under the house. They replaced an 
expensive part, rather then simply fix the wire that was frayed and broken. They charged me 
roughly 250 dollars to not fix the issue. I called the next day the repair man returned, because 
obviously he fixed nothing, he then called his boss, who crawled under the house, a 3.5 foot 
crawl space you can move easily in, and he quickly fixed the wire. This fixed the issue. The 
wire was probably a 2 dollar part, plus the time it took. However, they insisted on charging me 
for replacing the part that did not fix the problem, I had asked them to fix. They made no claims 
the unnecessary part was ever broken to being with. Only that they refused to fix the wire, 
which was the source of the problem initially.

I confronted PSE about these issues, the denied owing me money. Which they have now 
admitted to, and have thus far done nothing tangible about, claiming the error they made is my 
problem not their own.

PSE has done nothing to address the fraudulent repair made at my home, where a simple wire 
needed to be replaced because it was frayed.

As far as I can tell they are not taking this claim seriously, and had they not made a symphony 
of errors on this matter I would have handled it differently. Instead of handling it respectfully and 
professionally during the cold months, they have taken every opportunity to delay a response, 
which is either irresponsible, or using their unique position to deny me heat, unless I pay them 
for the disputed amount. I ?nd their behavior absurd, and childish. Since it took several months 
for them to admit they owe me money, and how claim they are sending a letter to help me fix 
their own error, which I still have not received.

I’m forced to do business with a company that acts like this because of the monopoly they have 
on the gas market in my area, I would hope they would act with some benevolence and 
willingness to fix the issue, as a normal non monopoly company might do, rather then with the 
incompetence I’ve been met with so far.

Business Response: Hello *****
My name is Matt, and I'll be working with you to resolve this issue as soon as possible. I took a look at the complaint you registered, and unfortunately it doesn't have a lot of information for me to work off of. I do see that you have a current balance of 459.64, and it looks like your service was disconnected on 9/2/14 and a new account was created for you under ************. If you would like me to investigate your issue, could you please provide more information?

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Information is listed in the additional information section of this complaint. Due to a technical error at the BBB you may have to remove the .HTML from the .rtf file and the .tiff explaining the case and incidents.

If you are unable to do.this please provide an email.

Business Response:

Dear Mr. ********,

Attached you will find copies of our response to the BBB in 2015 regarding the check sent to Washington State Unclaimed Property.  Our position has not changed since we sent this response to the BBB on 5/15/15.  If you are not have success with the Washington State Unclaimed Property department you will want to contact them directly, PSE is unable to assist an further.

Regarding the collections calls you are receiving for Account #************, our records show service ended in your name at  ***** *** *** *** ********** ** on 8/13/14 and a Final Bill was sent on 9/2/14.  A collection warning letter was also sent dated 4/17/15,copies of both of these are attached.  This unpaid debt in the amount of $459.64 was assigned to a collection agency on 6/17/15.  PSE is unable to stop the collection agency from calling you.  If you feel you  have paid this debt, you will want to contact the collection agency in which you are receiving calls from and discuss that matter with them.

Regards,

SH - Sr. Escalated Complaints Examiner

Puget Sound Energy

***SUPPORTING DOCUMENTS REDACTED BY BBB***

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

I am rejecting this response because:

PSE has still have not included usable the letter to send to Washington.  How hard is it to include that?  Showing documentation of collections does nothing to address the complaint.  This has been needed to be resolved since 2010.  Certainly if you are referencing a letter, you could attach it?

   The closest they have gotten is attaching a document that was unreadable last year.

    Having a position is an interesting novelty, when it doesn't include doing what you said you will do.  Spending nearly 6 years promising a letter  you can't seem to send is ridiculous.  This is not some farce, I promise If i had the letter I would have sent it at some point over the past 6 years, so I could claim the funds you guys mishandled.  I have called I have complained....

   Why not simply provide the letter for the error your orginzation has made, so we can all move on with our lives.  How difficult is it? You clearly know how to attach files... why not attach that.




Sincerely,

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

3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am disputing the charges PSE has billed me for from 10/29/15 to 1/31/16. They have GROSSLY over-billed, and the amounts are VERY suspicious. Historically, at my current home, my average monthly bill was $235. It ranged from $167 to $273. The $273 was in the middle of summer, in the hottest moments, and we had 3 to 4 portable air conditioning units running at a time. That is MORE electrical usage than we have used ALL WINTER! However, my bill for period 10/29/15 to 12/1/15 jumped to $518.86, from the previous month's $252.74. That is more than double, and my usage habits stayed consistent. Again, my bill for 12/1/15 to 12/30/15 was $518.92. That is only a 6-cents difference. How can I, or anyone, have an almost exact bill for 2 months straight?? This is the fluctuation of the previous months: $231.58 $269.11 $239.26 $167.56 $226.23 $273.85 $244.23 $204.01 $252.74 We went through the entire winter using our pellet stove every day, and using our wood burning fireplace at least a couple times a week. We never turned on the baseboard heaters in the bedrooms, and only turned them on in the main living room, fluctuating from 60 66. Yes, we were freezing most of the time! I tested the system; running the heat higher on some days, and very low other days. I baked a lot in December, hardly did in November. and January Plus, we lost power for 1-1/2 days around end of November. All of that, no fluctuation to the bill; all but 6-cents. Something is wrong there!! It's almost like the applied a "winter premium". Finally, my January bill decreased to $381.65; which is still excessive. I feel it only went down because of my numerous complaints! Now they are saying, "obviously everything's working right because your bill has decreased. Not acceptable! In all previous homes, just a few square feet less, my bill ranged $150 - $235. And we kept comfortably warm in those homes! Plus, the bill amounts have ALWAYS fluctuated, never staying the same.

Desired Settlement: They need to adjust the bill amounts from 10/29/15 to 1/31/15 to a more reasonable consistent amount and stop committing fraud! They need to credit my account at least $640, to be more realistic of my usage. They also need to conduct an internal investigation and stop trying to defraud their customers!

Business Response:

Thank you for referring the complaint of ******** ****** to our office for review. We appreciate her bringing this matter to our attention. Ms. ****** is disputing her bills for the time period of 10/29/15 to 1/31/16, stating that she believes that they are too high.

Ms. ******’s bills for the time period in question are all a reflection of actual usage. PSE has received consistent daily reads from Ms. ******’s electric meter and a copy of those daily reads has been provided to her so that she can see how much her daily consumption is. PSE does offer tools to assist customers with managing their usage. Ms. ***** may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usage. Additionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-1482 to review her energy usage and receive recommendations for lowering her bill.

There is no indication that there is any type of equipment malfunction at Ms. ******’s address. Electric meters by design do not "speed up" or register additional usage when malfunctioning. By contrast, meters which are malfunctioning will begin to slow down and eventually stop altogether, meaning that customers experiencing malfunctioning meters will see lower than normal billing, not higher billing. If Ms. ****** feels that her meter reads are not correct, she may contact PSE Customer Service by calling 1-888-225-5773 to request a meter test. She may request to be present for the test if she would like.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience that Ms. ****** has experienced as a result of this matter.

Sincerely,

Puget Sound Energy

Consumer Response:


Complaint: ********

I am rejecting this response because:  The energy usage shows fluctuation in usage.  Fluctuation is normal.  However, something is going on to pad the usage.  I have also been managing actual usage in real time, and there are too many inconsistencies.  I have requested a personal on-site evaluation, but NO ONE has responded.  They also emailed me and told me that my in-home appliances would operate differently during the winter months.  That is BS!!!  The refrigerator, dishwasher, oven, stove, etc. is NOT affected by the temperature outside!  

Also, they claim temperature....  Well, last 2/9/15 to 3/2/15 the temperature was 46 outside; only a few degrees warmer than the last 3 months.  I had the EXACT amount of appliances plugged in, and in fact used more baseboard heating then.  My bill was only $231.58.  The temperature from 10/29/15 to 1/31/16 fluctuated between 2 degrees, but my bill in January was $356.  I actually turned UP the temperature on my baseboard heaters in January because we were tired of FREEZING!  Nothing else changed with appliance usage -- remained the same for the last year.  I continue to stand in my determination that something is not right here!

 

PERIOD PREV READ PRES READ KWH USAGE BILL AMOUNT AVG/KWH Avg Kwh Hours Avg daily cost Days in billing cycle Avg Temp
2/9/15 - 3/2/15 2689.314 2927.000 237.686 $231.58 0.974311 113.20 11.03 21 46
3/2/15 - 3/31/15 2927 3210 283.000 $269.11 0.950919 97.60 9.28 29 50
3/31/15 - 4/29/15 3210 3462 252.000 $239.26 0.949444 86.90 8.25 29 51
4/29/15 - 5/31/15 3462 3644 182.000 $167.56 0.920659 56.90 5.24 32 60
5/31/15 - 6/29/15 3644 3861 217.000 $226.23 1.042535 74.80 7.80 29 69
6/29/15 - 7/29/15 3861 4123 262.000 $273.85 1.045229 87.33 9.13 30 72
7/29/15 - 8/28/15 4123 4357 234.000 $244.23 1.043718 78.00 8.14 30 70
8/28/15 - 9/29/15 4357 4553 196.000 $204.01 1.040867 61.25 6.38 32 60
09/03/15 Late Fee $1.35
9/29/15 - 10/29/15 4553 4790 237.000 $252.74 1.066414 79.00 8.42 30 56
10/29/15 - 12/1/15 4790 5272 482.000 $518.86 1.076473 146.06 15.72 33 43
11/05/15 Late Fee $1.02
12/1/15 - 12/30/15 5272 5754 482.000 $518.92 1.076598 166.21 17.89 29 42
12/09/15 Late Fee $1.58
12/30/15 - 01/31/16 5754 6110 356.000 $381.65 1.072051 111.25 11.93 32 41


Sincerely,

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

3/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My bill went from $32 to $150 within the last couple of months. I called to talk to a manager about the charges because there is NO way I use $150 of electricity in a month. Prior to this bill for the last year or so my bill has been under $100. i am a single parent, and I am not home but maybe 2 hours of the day before I go to bed. I am in the navy and have a second job. theres no way I used 150 worth of electricity. its impossible.

Business Response:

Thank you for forwarding the complaint of ********* M. ***** to our office for review. We appreciate her bringing this matter to our attention. Ms. ***** states that she has recently received bills that are much higher than normal.

Ms. *****’ consumption is in line with historical winter consumption at her address. Her usage for the time period of 12/2/2015-12/30/2015 was 1,193 kWhs, compared to 1,006 kWhs used for the time period of 12/2/2014-12/30/2014. The current winter saw lower temperatures (the average monthly temperature for the time period was 41 degrees in 2015 versus 44 degrees in 2014), which is the most likely reason for Ms. *****’ increased consumption for the current winter.

Ms. ***** is noticing an increase in her monthly bill for that time period not only due to the increase in her usage, but also due to increased rates for electric service in 2015 and the absence of a credit of $29.29 for the Jefferson PUD Sale Credit which was applied to her December 2014 bill.

PSE does offer tools to assist customers with managing their usage. Ms. ***** may register for or log in to her MyPSE account and go to the Energy Center to view, track, and analyze her home’s energy usage. Additionally, she may reach out to PSE’s Energy Advisor Team by calling 1-800-562-1482 to review her energy usage and receive recommendations for lowering her bill.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ***** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

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

I am rejecting this response because: I believe the meter reading to be faulty.  As you can see my daily temperatures are low, showing that I don't use the base board heaters in my home. I am home maybe 2 hours before I go to bed. There is no way that I am using $150 worth of electricity. I am,convinced that your services and charges are wrong. There's no possible way this is correct.

Sincerely,

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

Business Response:

Thank you for forwarding the additional remarks of Ms. ***** to our office for review. Her meter test was assigned on 2/29/16 to a journeyman who attempted to contact her to schedule a date and time for her meter test. The journeyman will make another attempt to reach Ms. *****.

 

Sincerely,

Puget Sound Energy

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

I am rejecting this response because: I have an appointment with a meter person. Nobody tried to reach me and didn't get a hold of me. I still think there are over charges.  There's no way I used $150 in a month 

Sincerely,

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

2/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved from the ***** **** *** ** *** ON January 31st. They are charging me 63.55 for February 1st all the way Feb 12th. I want them dismiss

Desired Settlement: Not paying from tell time I moved out

Business Response:

Thank you for forwarding the complaint of ********* ******* to our office for review. We appreciate her bringing this matter to our attention. Ms. ******* states that she moved out of her former address in January 2016 but was billed through February 12, 2016.

Puget Sound Energy received a phone call from Ms. ******* on February 23, 2016, requesting to end service in her name at ***** **** *** **  **** ***. Service was ended as of that date. Ms. ******* is responsible for services up to February 23rd as that is the first date that she notified PSE that she was no longer residing at the address in question. Ms. ******* may contact the apartment manager for that address to request that they accept billing responsibility for the electric service after January 31, 2016. If the apartment manager agrees to do this, they may contact PSE and request that the service be billed to the apartment complex after January 31st so that Ms. ******* may receive a credit for the services billed to her in February. If the apartment complex does not contact PSE to accept the billing responsibility after January 2016, Ms. ******* will remain responsible for the charges billed to her through February 23rd.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ******* has experienced regarding this matter.

Sincerely,

Puget Sound Energy

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

I am rejecting this response because: I should not be held responsible.  The other apartment are not going to accept charges 

Sincerely,

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

2/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I emailed PSE on Oct 22 2015 and have a copy of that email and they didn't terminate my service until 1-14-16 . They said I sent my email to an invalid email address. The email address I sent was to myaccount@pse.com which I had replied from an email they had sent to me. Plus the address never came back as invalid like the PSE agent said it was. They are charging me for months I didn't live in that apartment. I have valid proof, I asked the agent how was I suppose to know it wasn't a valid email address if I never got a response back saying that and he didn't have an answer just saying I'm still responsible.

Desired Settlement: I want to be charged up till the day I moved out and canceled the service for Oct 31 2015.

Business Response:

Thank you for forwarding the complaint of ******* ****** to our office for review. We appreciate her bringing this matter to our attention. Ms. ****** states that she emailed PSE to take service out of her name on 10/22/2015, but service was not stopped in her name until 1/14/2016.

Ms. ****** states that she sent an email to myaccount@pse.com to request that her service be removed from her name. This is not a valid email address for PSE customer service and her request was not received. As the email address Ms. ****** used was not a valid email address for her request, PSE will not consider it to be proper notification of a request to end service. Ms. ******** service was taken out of her name on 1/14/2016 when she called PSE’s customer service and requested to end service.

PSE ends service on the date of notification, which in Ms. ******** case is 1/14/2016. If Ms. ******** former property management is willing to contact PSE and accept billing responsibility for service at her apartment for the dates of 10/22/2015-1/14/2016, the end service date can be changed on Ms. ******** account.

We trust that this information will assist in closing the complaint. We apologize for any inconvenience Ms. ****** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: PSE refuses to send me a bill. I receive junk mail from them, advertising things like LED light bulbs. I also receive Past Due notifications from them in the mail. Every month I call and request a bill, and THEY ABSOLUTELY REFUSE TO SEND IT!!!! They claim that it is not possible to send me another bill, either by mail or email, because they have already sent one. Asking for a bill when paying hundreds of dollars every month is a reasonable request. This is a SCAM to force me into paying late fees!!! They are taking advantage of their complete monopoly on energy services.

Desired Settlement: Send me a monthly bill. Send one by mail, and one by email. They seem to have a problem getting to me, so I would like to be sure it gets here, one way or another. Also, refund these fraudulent late fees!!

Business Response:

Thank you for forwarding the complaint of ***** *. ***** to our office for review. We appreciate his bringing this matter to our attention. Mr. ***** states that PSE refuses to send him a monthly bill and that he is subsequently accruing late pay fees.

On 4/10/2015, Mr. ***** opted out of receiving paper bills when he registered his account for e-bills on www.mypse.com. Per his request, e-bill statements are sent to him monthly at the email address of his specification, which is ******************. If the email address on file is not correct, Mr. ***** can access his online account and update it accordingly. The late pay fees assessed to Mr. ******* past due balance are considered valid and will not be waived, as Mr. ******* monthly e-bills were sent to the email address of his choosing.

Mr. ******* account settings are now updated so that he will receive a mailed statement each month in addition to his e-bill statements. The mailing address that PSE has on file for Mr. ***** is his service address on Steamboat Island Rd NW. If Mr. ***** would like his bills to go to an address other than his service address, he can contact PSE’ Customer Service at 1-888-225-5773.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ***** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

12/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Today 12/15/2015 - while at work one of my kids went to my house to find that power has been turned off. I had a notice to pay my bill by 12/14/2015 in the amount under $200- I missed the deadline by no more than 1 day. Due to busy work schedule I forgot and PSE did not call to warn me. WHY WOULD THEY CARE if I came home tonight with my babies from the sitter and gotten home in a frozen home??? At work when my son called - I chanced in loosing my job. I had to call PSE - - I was so that left at their mercy to have electricity so that my family will not freeze - - during the call I was transferred twice (I felt like a disease), whe I got the 3rd department I was informed that the account I had no longer existed that I will need a new account created. THE NEW ACCOUNT REQUIRES A $500 TO RE - OPEN. I literally lost balance and could have a heart attact if I had a weak heart. All could have been avoided if a courtesy call was placed - - -

Desired Settlement: BILLING ADJUSTMENT REVIEW CASE GOING BACK TO A COMPLAINT VIA PSE AND NOT THRU BBB

Business Response:

Thank you for forwarding the complaint of ********* ** to our office for review. We appreciate her bringing this matter to our attention. Ms. ** states that she received a Final Notice notifying her that she must remit payment by December 14, 2015, but that she forgot to pay and her service was disconnected on December 15, 2015 without any phone call to warn her of the impending disconnection.

On 12/4/2015, PSE mailed Ms. ** a notice which states “A payment of $105.83 must be received no later than December 14, 2015. Failure to do so will result in service disconnection without further notice”. This written notice clearly states that no further warning, including phone calls, would be made if no payment was received by the final payment date. Ms. **’s service was disconnected for nonpayment on December 15, 2015. At that time, her account was closed.

In order to reconnect Ms. **’s service, a new account was opened for her and she was assessed a security deposit of $273 and a reconnection fee of $37. Ms. ** was advised that she could either pay both those charges in full or pay half of her deposit plus her reconnection fee in order to have service restored. Ms. ** opted to pay half of her deposit plus her reconnection fee, and service was reconnected on December 15, 2015 after a payment of $173.50 was reported. The remaining balance of Ms. **’s deposit will be split into payments and billed to her along with her monthly consumption charges. If Ms. ** is unable to pay her charges by her due date, she may contact PSE Customer Service at 1-888-225-5773 to request a payment arrangement.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms. ** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

12/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Despite multiple requests to be removed from their robo-calling list, Puget Sound Energy continues to harass our business with 5-10 robo-calls per day. Each time, no one is there to answer the phone or tell us what the calls are about. We've called the line back handfuls of times asking to be removed from their list, and alerting them to their malfunctioning system, and nothing has been done. This has been going on for over a year, so it's not a new problem. 5-10 robo-calls per day is interrupting our business operations, disturbing our employees, and tying up our only open phone lines. This is harassment and needs to stop immediately, but Puget Sound Energy will not do anything about the problem.

Desired Settlement: We want the nuisance robo-calls to stop. If these disturbances to our business do not stop, we have every single call documented and will use this evidence to file a lawsuit.

Business Response:

Thank you for forwarding the complaint of **** ***** to our office for review. We appreciate his bringing this matter to our attention. Mr. ***** states that he is receiving multiple auto-dialer phone calls per day despite requesting to opt out of the calls.

At this time, one of the Puget Sound Energy accounts at Mr. *****’s location, account #************, is past due. The calls that he is referencing are reminder calls intended to communicate to the customer that the account is past due and that payment should be remitted to avoid the assessment of late pay fees or disconnection of service. PSE does not offer the option to opt out of these reminder calls, but once the account is brought current the calls will no longer be placed. If Mr. ***** cannot pay his balance in full he can contact PSE at 1-888-225-5773 to make a payment arrangement, which will also prevent further calls from being placed.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Mr. ***** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

Consumer Response:


Complaint: ********

I am rejecting this response because:

Thank you for explaining that these calls are a collection effort. This still does not account for why your system is malfunctioning and dialing our number 5-10 times per day. If your system was functioning properly a message or employee would identify themselves and the reason for the call. If the system was functioning properly, it would record that it dials our number 5-10 times per day, and would record that we pickup the phone to answer. 

The amount of disturbances your system creates in our business is considered harassment. According to the Fair Debt Collection Practices Act (FDCPA) the creditor must state who they are, the purpose of their call, and that they are trying to collect a debt. Anything else is considered spam and at 5-10 times per day our attorney believes it to be harassment.

If we cannot opt out of collections calls, then you need to fix your system. In the meantime, we will no longer tolerate this level of harassment as we have a business to run.


Sincerely,

**** *****

11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company mailed my 208 dollars refund check to *** ******** **********.. I don't know if they did it because I kept complaining that I was being charged twice by two companies for electricity. This war on the American consumer needs to stop. Why would Puget Sound Energy mail my refund check to my landlords. Now seeing a bright light, the ******** ********* has kept my refund check with no attempt to return it to me. For months , The ******** ********** denied they had my check. After repeated attempts of showing the ******** ********** receipts that I paid both PSE and them for electricity, now all of a sudden,this week ,they confess to keeping my check. This is theft. My name is on that check that Puget Sound Energy cashed in March and April. To deceit me in taking my check, the ******** ********** have showed me nothing but contempt.. Both the ******** ********** located at *** ** ******** ***** **** ******** ** ***** should be investigated for fraud. When I left my old apartment in March 2015 , I told the Puget Sound Energy spokesman that I will be moving to the ******** ********** and have my bills and power transferred to the ******** **********.. In June, I spoke to Puget Sound Energy and they told me that it was a personnel issue that my power was not turned on. The person I spoke to in March did not turn on my power in March at the new apartment was their mistake , not mine. Now, to teach me a lesson for complaining, both of these companies share the responsibility of stealing my money.

Desired Settlement: refund

Business Response:

Thank you for forwarding the complaint of ******* ******* to our office for review. We appreciate her bringing this matter to our attention. The complaint states that Ms. ******* believes that a refund check sent to her property manager, ******** **********, was actually due to her.

Ms. ******* contacted Puget Sound Energy on June 2, 2015, and signed for electric service at her apartment effective March 23, 2015. Prior to Ms. *******’ call on June 2nd, her apartment complex, Sinclair Apartments, was being billed monthly by PSE for the electric service at her unit. After Ms. ******* called and notified PSE that she was responsible for the service beginning March 23rd, all charges after that date were refunded to ******** ********** and billed directly to Ms. *******. The refund PSE issued to ******** ********** was for money that the apartment complex paid to PSE and Ms. ******* is not entitled to that refund.

In September 2015, Ms. ******* filed a complaint against PSE with the Washington Utilities and Transportation Commission (UTC). During the course of that complaint, the UTC provided documentation to PSE which showed that ******** ********** passed along the PSE bill to Ms. ******* on her AUM utility statement for the 4/1/15-4/30/15 utility billing period. The amount of the electric bill was $77.01. After reviewing the statement, PSE was able to confirm that ******** ********** had passed on the electric bill to Ms. ******* as a request for compensation for paying the electric bill for her unit. A Complaints Examiner from PSE spoke with a property manager at ******** **********. The two mutually agreed that, based on the documentation provided by both parties, Ms. ******* should receive a refund of $77.01 from Sinclair Apartments. PSE does not owe Ms. ******* a refund.

At this time PSE is considering this dispute to be between Ms. ******* and ******** **********.  Any further questions that she has regarding a refund check should be directed to the property manager at ******** **********.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms. ******* has experienced regarding this matter.

Sincerely,

Puget Sound Energy

10/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I NEVER agreed to any other additional payment plan that you guys set up for me; other than the payment plan i agreed to back in July which was 110.23 on July 8th and 22nd. I did not agree nor know about any other payment plan that you guys keep telling me about. So pull your phone records or what ever you have to do and verify for yourself. I only agreed to the one payment plan which I kept up my end of the bargain. Your failure on your side of things is causing a lot of distress on my end. The additional deposit should not be put on me for your mistakes. I paid $170.00 on 5/13, I was told that 143.00 was my security deposit. I paid that. There is no any reason I should have the additional deposit. I don't know how you go from opening a new account number with a paid amount of $170.00 over the phone and $143.00 for the deposit which should have had a positive balance of 27.00 on my new account minus the reconnect fee of 39.99. I should have owed 12.99 give or take depending on taxes to a balance of $291.99 on 5/13/2015 same day according to the breakdown I received from your office. Fix it. This is not my error. I have 3 bills that show 3 different payment arrangements that I did not set up or agree too. I have a letter from PSE stating they made an error on my account, and set up new payment arrangements on different dates that I did not agree too. I did not get this letter until it was too late. I still have not gotten copies of my bills from 01/01/2015 to current since from my original request a few weeks ago. I can't pull up my old bills online anymore since you removed my access to those bills. I didn't feel that i needed to print them as they should be available online for 13 months. From now on I requested that I receive all bills via paper statement form through the mail.

Desired Settlement: I want the $109.00 additional deposit removed my from account. I should not hvae to pay the additioanl deposit for their accounting mistake that they acknowledge but are still wanting me to pay for. I want copies of my bills from 01/2015-to current on my old/new account number. They have refused to send them to me via mail since I no longer can access them online. I was threatened that they can pull phone records to prove I agreed to that payment plan they are talking about that is charging the additional deposit fee. I want the phone records pulled as proof I never agreed to the payment arrangements they set up for me without my approval as proof I didn't set these arrangements up. They should find payment arrangements for my old account that I agreed to for 110 bi-monthly in July and I kept my end up by making my payments on the old account as per agreed. I already paid my deposit of $143.00, which I agreed to on 5/13/2015.

Business Response:

Dear Ms. *****,

Upon receipt of the complaint you filed with the Better Business Bureau, a compliance check has been performed to ensure we/PSE is in compliance with the rules we must comply with as a Regulated Utility.  PSE is regulated by the **** (********** ********* *** ************** **********).  Following are the WAC (Washington Administrative Codes) that PSE must comply with when collecting deposits from our consumers.

WAC 480-100-113 & WAC 480-90-113

 

(1) Deposit criteria for current residential customers. An electric utility may collect a deposit from its own customers for residential service only if:

(a) At any time during the prior twelve months, the utility has sent the customer three or more delinquency notices;

(b) The utility has disconnected the customer's residential service for nonpayment; or

(c) There is a prior customer living at the residence who owes a past-due bill to the utility for service at that address

(3) Deposit amount. Deposits required for a customer or location must not exceed:

(a) Two-twelfths of the estimated annual billings for utilities billing monthly; or

(b) Three-twelfths of estimated annual billings for utilities billing bimonthly.

Our investigation found that the deposit charged on 8/20/15 was charged to bring the Total Security Deposit on your account up to two-twelfths of the estimated annual billings for the service period of 8/20/14 through 8/18/15.  It was also discovered that there was an error in the calculation of the deposit charged on 5/13/15 of $143.00, the amount charged at that time should have been $265.00.

For your review we have included the deposit calculations in our response.  If you feel PSE is not in compliance with the rules we must comply with, you do have the right to file a complaint with the **** (********** ********* *** ************** ************ They can be reached by phone at************** and their address is **** * ********* **** ** WA, Olympia, WA  98504-9022.

Regards,

Puget Sound Energy Performance Management

Consumer Response:


Complaint: ********

I am rejecting this response because: According to the attachments this isn't just an additional deposit issue with Puget Sound Energy (PSE). I have called on 8/26/2015 and was told I was double billed and that was the reason for the "misc" billing adjustments. I spoke with another employee at PSE who told me it was because I missed my install payment arrangement plans, that an additional "security deposit" was placed on my account. I never made any payments arrangements that they are claiming I agreed. They set up install payment arrangements without speaking to me about it. I would have never agreed to those dates because I don't get paid on those dates. If you look at the attachments you will see that it clearly states that my security deposit is $143.00. It also states that I needed to pay it by 7/17/2015 which I already paid on 5/13/2015.  There are two many discrepancies for this to be just a security deposit error. My first bill on my new account doesn't make sense and the numbers don't add up. If it was this than the total would be 291.99 not 335.48 with 253.48 marked as current charges and credit for 60.00 with a miscellaneous adjustment of 109.00. It doesn't add up. However, I don't feel as I owe the additional security deposit as it was not a mistake on my end I paid the security deposit that i was told to pay plus more. I am getting more push back on this than I care to have. I believe that because you guys are the only electric company in my area, that it is okay to do this to people regardless because there are no other companies that I can get electric from. I think that PSE needs to make this right. $109.00 may not seem like a lot to some people but it is to me when I have to budget everything. Then they threatened to shut my power off unless I agreed to pay the additional deposit and installment payment plans arrangements. I never agreed to pay any additional deposit or payment plans they claim I agreed. I don't feel like this is resolved. I want this looked into and fixed. See attachments. 

Sincerely,

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

***SUPPORTING DOCUMENTS REDACTED BY BBB***

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

I am rejecting this response because:

1. The security deposit hasn't been adjusted to reflect the accurate amount of $143.00. Remove the additional $109.00 charge please.  The security deposit still has not been adjusted to what I was told I owed and paid which was $143.00, not $252.00. My bill should have been $226.48 not $335.48.  If you look at my statement in the attachments that was sent last week on 10/1/15 it clearly states deposit $143.00. Due to your billing error calculations then later tacking on the additional $109.00 deposit is not acceptable. I was told over the phone and in my June statement that the deposit is $143.00. It clearly states miscellaneous adjustment $109.00 on my June 27, 2015 statement. 
2. I still have not received my previous bills that I have been requesting since this whole thing started. My access to them online has been removed therefore I can't print them myself.  
Remove the miscellaneous adjustment of $109.00, and send me copies of my previous account bills from January to May on account #************, please and thank you. 
Thank you for clarification on the back billing error.
Sincerely,

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

Business Response:


Dear Ms. *****,

We have attached the call recording dated 5/13/15 for your review.  You will hear in this call that our agent advised you that once you are disconnected your account his closed and a new account is opened which is in order to keep the balances seperate.  She also advised you to reconnect service a deposit and reconnection charge is requrired and that the minumum to reconnect service is 1/2 of the deposit + a $37.00 reconnection charge.  The agent advised you that the full deposit is $252.00.  When you said you could not pay that much she advised again the minumum to reconnect service is 1/2 the deposit which was $126.00 + the $37.00 reconnection charge for a total of $163.00. 

While we do agree the 6/27/15 statement is misleading as only references a deposit amount of $143.00, the full amount charged (and quoted to you on 5/21/15) was $252.00.  PSE will not be removing any of the $252.00 deposit. 

We are sorry this is not the outcome you were hoping for and as we have stated previously, if you feel PSE is not in compliance with the rules we must adhere to as a regulated utility, you do have the right to file a complaint with the ********** ********* *** **************.  Their phone number is************** and their address is **** ** ********* ** SW, Olympia WA  98504-9022.  If you do choose to file a complaint with the **** they will performance a compliance check to ensure PSE has not violation any rules. 

If you need to set up payment arrangements on your account balance of $392.83 please call our Customer Service Department at ***************

Regards,
Sr. Escalated Complaints Examiner
Puget Sound Energy
Performance Management

10/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Puget Sound Energy is demanding a deposit on our account, which will not be applied to our account, but instead will be held hostage and gaining interest for PSE while we have their service. They are trying to force us to pay this charge or disconnect our service. Unfortunately we do not have an option of another utility provider and it is not an optional expense (such as cable, internet or phone). It feels, and is, extortion as we are being forced to provide money to PSE but will not be receiving any goods (such as electricity) or services in return. Instead they are using our funds to provide themselves with free money (our "deposit" plus 12-24 months of interest). If this was any other company this would be a scam.

Desired Settlement: The best desired outcome would be for Puget Sound Energy to discontinue this practice with all customers, not just my account.

Business Response:

Thank you for forwarding the complaint of ******* ******** to our office for review. We appreciate her bringing this matter to our attention. Ms. ******** states that she is disputing a deposit that was assessed to her account.

When Ms. ******** began service at her current address, she was assessed a deposit.  In accordance with WAC 480-100-113, Puget Sound Energy may charge a deposit to customers beginning services in order to secure a contract. A security deposit is collected unless the customer meets the guidelines for a deposit waiver.  Ms. ******** does not qualify for a deposit waiver due to her previous payment history with PSE.  She will receive interest on her deposit which begins to accrue as soon as a payment is made. The interest calculation period is from January through November and is applied on the customer’s January statement. Once Ms. ******** has paid her deposit in full, it will be returned to her after twelve months of good pay history with PSE, in which she can receive no more than two late notices within that twelve-month period. Alternatively, if at any time her account is closed the deposit will be applied to unpaid charges.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ******** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

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

I am rejecting this response because:
After researching PSE I found that the maximum they can assess me for a deposit is an average of two months usage. 
Since the bill they recently sent me (to the wrong address) conveniently had four months of service billed to me, I know that the amount they are charging me is over and beyond that. 


Sincerely,

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

Business Response:

******** states that she believes her deposit was incorrectly calculated.

Per WAC 480-100-113(a), Ms. ********’s security deposit was calculated using two-twelfths of estimated annual billings for her service. The bill statement that Ms. ******** received for consumption was not a reflection of the deposit calculation. Ms. ********’s service at her current address was established on 9/29/15 with an effective date of 6/19/15, which is why her first bill reflected more than one month of charges for services used.

Ms. ******** is urged to contact PSE customer service to update her mailing address if the address on file for her is not correct.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ******** has experienced regarding this matter.

 

Sincerely,

Puget Sound Energy

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been Puget Sound customers for 13 years and always paid our bill. On our recent statement there was a "other charges" line for $200, not otherwise defined. When I called, I was informed we were charged a "slow pay deposit" of $423 because we passed the due date 3 times in a year. This is extraordinary. Sometimes we have run a little late, but never have we gotten behind, had to enroll in payment arrangements or been disconnected. Payments may have been one week or 10 days late at times, but we have NEVER missed a payment. Take into account PSE's 3rd party online payment system does not even post the payment for 3 to 5 days. How in the world can PSE collect $423 for no loss to them? We have always paid our bill. When I spoke to the rep and asked for a recourse, I was very politely told there was no recourse, they could split the deposit amount or disconnect our service if we did not pay. She told us we received 3 warnings. Although we receive a reminder if we run late, I never saw anything about being penalized to the tune of $423. In looking at the fine print, the notice reads, "If you receive three delinquency notices within a twelve month period you will be assessed a security deposit." There is no mention of the amount. Certainly no mention of $423!! There is no way to anticipate the implications of this notice! Furthermore, the "notice" is buried in the trailing paragraph along with the "minimum re connection fee" of $37 and $13 "service fee," but again, no mention of $423. Incidentally, if one is unable to pay their utility bill, how will they manage an additional $423, even if it is split into 3 installments? PSE already assesses a late fee percentage! I must add, the rep did a beautiful job of staying calm in the face of my anger. Kudos to her, but shame on PSE. 1. Never been "delinquent." 2. No proper notice of $423 penalty. 3. No recourse.

Desired Settlement: Waive the $423 dollar deposit for "slow pay" and we will enroll in auto pay to prevent any late payments in the future.

Business Response:

Dear Ms. *********,
The deposit assessed on your account is not due to "slow pay" it is a result of the number of disconnection notices issued on the account in the most recent 12 months. As a regulated utility, the rules allow us to charge a deposit if a customer has received at least 3 notices in the last 12 months. Our records indicate there have been 11 disconnect notices sent for your account in the last 12 months.

Following are the dates of the disconnect notices that have been sent for your account.
8/20/14
9/22/14
10/1/14
10/22/14
11/20/14
3/23/15
4/21/15
5/20/15
6/19/15
7/27/15
8/19/15

Starting in April of this year, PSE's disconnection notices were updated to include the below messaging:

Deposit Warning Message Printed on Urgent and Final Disconnection Notices:

Important: If you receive three delinquency notices within a twelve month period you will be assessed a security deposit. If service is disconnected for non-payment, a minimum reconnection fee of $37.00 plus a security deposit is required for reconnection. Appointments for reconnection are subject to scheduling availability. A $13 service fee will be assessed for each visit by a company representative for the purpose of disconnection which does not result in disconnection of service.

PSE's system began automatically charging deposits to all customers after 3 notices had been sent following the message added to the disconnect notices in April. The first disconnection noticed issued on your account with the deposit warning message was the disconnection notice sent on 4/21/15. The deposit was charged on 7/27/15 after the 5/20, 6/19 & 7/27 disconnection notices were sent.

PSE is not waiving the deposits charged as this business practice is in compliance with the Washington Administrative Code that we must comply with as a Regulated Utility.  What we can offer is to provide you with a 6 month payment arrangement on the $423.00 deposit instead of the 3 month arrangement that PSE is required to provide under the Washington Administrative Code.  If you would like to accept the 6 month arrangement, please let us know.

Regards,

Customer Care



 

 

 

 

 

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

I am rejecting this response because:
1.  We have paid our bill consistently.  Although late, the payments coincide with ****** disability payment that we receive on the 28th of every month.  We do not know if we can change our payment due date, since **** is disabled and it is difficult to pay the bill off ******** income from work.  If this is possible, please let us know.
2.  Although your statement mentions a security deposit, it in no way indicates AT ALL the amount.  Your statement clearly delineates the minimum re-connection fee of $37.00 and service fee of $13.00, but does not mention the dollar amount of the "deposit."  We object that we were not advised in advance that the amount of your "security deposit" would be more than 10 times the amount of the reconnect fee. The fact is, we had no idea what your notice meant.  In addition, unless this fee is refundable, then it is not a "deposit," but a late fee.  No one has said anything about whether or not this is refundable.  According to the UTC, deposits are refundable plus interest.  We also suggest updating your notice so people don't miss the fact you are going to try to collect $423 when they are only reading about $37 and $13. 
3.  When ****** called PSE, the rep did not clearly explain this at all, stating it was incurred due to "slow pay." The representative also declined allowing us to speak with a supervisor when ****** requested to do so.  
4.  Although allowed by Washington Administrative Code, enforcing this fee on people who consistently pay cannot be the intention, but rather for people who do not pay their bill.  We have always paid coinciding with the date of our disability income.
5.  Please note: According to the Seattle PI, ****** ******** was in exactly the same situation and PSE reversed the fee.  Please do not tell us this is not possible.***********************************************************Utility*****************************

What we propose is change our due date to the 28th so we can continue to consistently pay PSE every month based on ****** disability pay dates AND reverse the deposit/fee.  It is not right to collect such a large amount of money for no service rendered, from struggling people who have paid their bills to PSE for 13 years.
 

Sincerely,

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

Business Response: Dear Ms. *********,

The article you attached is from March 3 ,2008 and PSE's business practices regarding deposits has changed since that time.  As advised in our inital response, the deposit assessed on your account is valid and will not be waived.   We are sorry this is not the response you are looking for.  A 6 month installment arrangement on the deposit is stil available. 

If you feel PSE is not in compliance with the rules we must comply with as a regulated utility you have the right to file a complaint with the Utility Commission.  The Utility Commission's phone number is ************** and their address is **** ********* **** Dr SW, Olympia, WA  98504.


WAC (Washington Administrative Code) 480-90-113 - Residenital service deposit requirements - http://apps.leg.wa.gov/wac/default.aspx?cite=480-90-113

(1) Deposit criteria for residential customers. A gas utility may collect a deposit from its own customers for residential service only if:

(a) At any time during the prior twelve months, the utility has sent the customer three or more delinquency notices;

 

(3) Deposit amount. Deposits required for a customer or location must not exceed:

(a) Two-twelfths of the estimated annual billings for utilities billing monthly; or

(b) Three-twelfths of estimated annual billings for utilities billing bimonthly.

(4) Deposit payment arrangements. The utility must allow an applicant or customer the option of paying fifty percent of the deposit prior to service, and paying the remaining balance in equal amounts over the next two months, on the dates mutually agreed upon between the applicant or customer and the utility. The utility and applicant or customer may make other mutually acceptable deposit payment arrangements.

Regards,
Customer Care

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My last power bill was applied to an account that should be closed, the representative (Linda) stated that the online system will only notice if the payment is made to the right account when then new account is set up. The new account has been in place for over 4 months and has processed a previous payment. My power was shut off with no notice, and I have small children in the house that this has caused great distress. It has been 15 hours and my power has not been restored. I am in current standing on my bill, my power should not be shut of due to a problem with puget sound energys online payment system. As a result I have been told that I now have to make a deposit and also pay for the re-connect fee. Ive filed a complaint with the ethics department that I feel has fell on deaf ears. Two separate supervisors have failed to return my call at all. Pse ethics standard is summarized as " to do what is right". Pentalizeing a customer, over a flawed billing system when the payment was made in good faith is far from that.

Desired Settlement: I would like to have the re-connect fee waved, and not be charged a deposit.

Business Response: Thank you for forwarding the complaint of ******** ** **** to our office for review. We appreciate her bringing this matter to our attention. Ms. **** states that her service was disconnected in error despite her account being in good standing, and she is now being assessed a security deposit and reconnection fee which she is requesting that PSE waive.

In April 2015, Ms. **** established electric service with PSE at her current address. At that time she was provided with a new account number of ************ and her account at her previous address was closed. Ms. **** successfully remitted payments to her new account number on 5/13/2015 and 6/24/2015. No further payments were received from Ms. **** for that account number.

PSE mailed Ms. **** an Urgent Notice on 8/5/2015 and a Final Notice on 8/14/2015. Both notices advised Ms. **** that in order to avoid disconnection of service, a payment of $101.57 must be received no later than 8/24/2015 to avoid disconnection of service. No payment was received, and on 9/8/2015 Ms. ****** electric service was disconnected for nonpayment.

After her service was disconnected, Ms. **** contacted PSE and advised that she had made a payment of $130.63 to her old account in error. At that time, Ms. ****** payment was located and was transferred to the new account that has now been established for her, and an order for reconnection was placed. Ms. ****** new account number is ************. All payments for new consumption charges should be remitted to that account number. Her previous account, account number ************, was closed when her service was disconnected for nonpayment, and has a final balance of $180.17. Ms. **** is eligible to make a payment arrangement on that final balance if she is not able to remit payment in full by the due date.

Ms. **** is requesting that her deposit and reconnection fee be waived. Because the disconnection of her service was not a result of a PSE error, these fees are valid and will not be waived. Ms. **** has also reached out to the Washington Utilities and Transportation Commission, and that agency is reviewing her disconnection and conducting a compliance check, results of which will be reported to her directly by that agency. Ms. **** is advised to contact the WUTC directly should she have further questions or concerns regarding the disconnection of her service.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience that Ms. **** has experienced regarding this matter.

Sincerely,

Puget Sound Energy

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

I am rejecting this response because: I made a payment for $130.00 before any action should have been taken. your online system has a bug that caused the amount to go into a closed account! I should only owe $50. Also the $130 was applied to a new account that I had no knowledge of being created towards a deposit that you set up in installments over the next 3 following months, not towards my current bill as the representative stated it would be. Your payment system is faulty, a supervisor(Tracey) admitted it was as well, and the man who re-connected my power stated that the payment system has a lot of bugs that need fixed.
i feel that it is unacceptable practice. If money is token out of my bank account towards my power then there should be no reason for it to go anywhere else but towards my bill! 
I'm asking to have this corrected, the money should be returned from the deposit, and any re-connection fees credited back as well. Setting someone behind 2 months on their power bill, shuting off their power and taking their money, because of a faulty payment system should be made right!


Sincerely,

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

Business Response: Thank you for forwarding the additional information provided by ******** **** to our office for review. We have reviewed Ms. ****** additional correspondence and the company's position has not changed.

Sincerely,

Puget Sound Energy

9/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PSE sent me a new adjusted bill for months for which I have already paid in full. The months in question are: Sept 2014-March 2015. They sent me a new bill of $176.08 for months I already paid. I responded by sending a request to have the previous bills that I paid sent to me so I can compare the old bill to the new bill. They responded by referring me to their web site to print out the bills. The online account only had the new billing. To date they have refused to send me copies of the old bills I paid. I sent a certified letter to the billing dept asking the following questions:1. I would like to know exactly why you are retroactively charging my account for months for which I have I have already paid.2. Is there a contract for service or terms and conditions for the electric service? If this does exist, I would like a copy of this sent to me highlighting exactly where it states that you can retroactively charge me for months of service which Ive already paid.3. If such a clause in the terms does exist, what are the limits on what and when this can be charged to the customer?4. If it is your position that I have used power I did not pay for, please let me know exactly how and why you came to that conclusion.5. If it is your position that the electric meter was not working properly during the months in question, please let me know exactly how and why you came to that conclusion. If a test was performed on the meter, please send me a copy of this test for me to review.6. If it is your position that the electric meter was not working properly during the months in question, please let me know exactly how you came to calculate the amount you believe I owe.I have tracking proof the letter was received and signed for on 6/2/15. To date after numerous mail, e-mail, and telephone contacts trying I have not received a response to my questions. The amount billed to me also appears to completely arbitrary as they have not provided any information to about why or how they came up with this amount.

Desired Settlement: Please take the $176.08 off my bill. As I have stated numerous times, the months in question were already paid in full. They have also not provided any evidence that the terms and conditions of the electric service allow that they can retroactively bill for month that I've already paid for. They have also not shown any evidence that I used electricity that I did not pay for. Thank you.

Business Response:

Thank you for forwarding the complaint of ***** ***** to our office for review. We appreciate you bringing this matter to our attention. Mr. ***** states that he is disputing the validity of a corrected statement that he received for the billing periods of September 2014-March 2015.

In March 2015, PSE identified that Mr. ******* meter was not correctly registering usage due to a mechanical malfunction.  This error resulted in Mr. ***** being billed for less power than he was actually consuming. A new meter was installed on 12/24/2014. All billing statements prior to 3/27/2015 were a reflection of estimated charges from 7/29/14-12/28/14, as well as actual charges from the date of the meter exchange of 12/24/2014 through the billing read on 1/28/2015. When the corrected bill was issued, PSE was able to estimate the usage based on the best available information including historical usage, external temperature, and weather patterns at the location. Since the meter exchange, the reads have been an actual reflection of the usage.


A representative from PSE will be sending .pdf copies of all statements prior to the correction statement to Mr. ***** via email for his review.

PSE is a regulated utility and must comply with the Revised Code of Washington (RCW), Washington Administrative Code (WAC), and all Tariffs and Rules. If Mr. ***** feels that his corrected bill is not in compliance with all rules and regulations, he may contact the Washington Utilities and Transportation Commission (WUTC) at ***************

We trust that this information will assist in closing the complaint. We apologize for any frustrations Mr. ***** has experienced regarding this matter.

 

Sincerely, 

Puget Sound Energy

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

I am rejecting this response because:

Thank you for finally sending my original invoices.  Hopefully this will help prove that I have already paid the bills for the months in question.  I still have not received an answer to any of my questions about this matter.  I specifically  asked where on the terms of service it states that the bills sent out are "estimates" and that PSE has the right to retroactively bill me for months for which I've already paid.  I also requested that a copy of the test performed on the electric meter for me to review.  Also, I reject that they can estimate my usage based on "history".  There is no history as I was only in the unit for a few months at the time of the billings and I was not a PSE customer prior to this.  I also do not believe you can estimate usage based on the outside temperature.  To me this is perfectly ridiculous and absurd.  I cannot believe that this can be legal.  Again, I would like to know where in the terms of service it states you can make up bills to charge me based on non-existent history and the outside temperature?  Please answer my questions in as much detail as possible.



Sincerely,

***** *****

Business Response: Thank you for forwarding the additional correspondence provided by ***** ***** to our office for review.

While there are no specific terms of service to be referenced, the corrected statement Mr. ***** received was in compliance with the Revised Code of Washington (RCW), Washington Administrative Code (WAC), and state tariffs and rules. If Mr. ***** feels this is not the case, he may contact the Washington Utilities and Transportation Commission at ************** to request a complaince check.

When a consumer's meter is registering zero or unusually low consumption, PSE will dispatch a serviceman to investigate the matter. In this instance, the serviceman was able to identify that Mr. *****'s meter was not operating at all, and replaced it with a functioning meter. This was identified by inspection of the meter and there was no test performed.

We apologize for any frustrations Mr. ***** has experienced regarding this matter.


Sincerely,

Puget Sound Energy

8/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today got a PSE guy at our door telling us we had to pay $160 or our electricity would be turned off however in reviewing the account I see a payment plan which totals $274 and our bill as of June 22 was for $284. I paid the $160 and in speaking to PSE rep they said they are assessing us a deposit of $274 even though we have had the account for years with them. How can they assess a deposit after years of service? This isn't right. Why allow payment arrangements if you are going to later assess a deposit to them. Bait and switch is sounds like. Yes I don't disagree we have been slow in paying some months but we also sign up for payment arrangements as well. This just is poor customer service. Additionally you never told us you were assessing this deposit.

Desired Settlement: We want a refund of $274 because we have had this account for years and we shouldn't be assessed a deposit years later.

Business Response:

Thank you for forwarding the complaint of ******** ****** to our office for review. We appreciate her bringing this matter to our attention. The complaint states that she was assessed a deposit without her knowledge, which resulted in a technician being dispatched to her home to collect payment or disconnect her electric service.

In April 2015, PSE implemented a business practice to assess a deposit to any customer whose account had received three or more delinquency notices in the last twelve months. Ms. ****** has been issued twelve late notices in the past twelve months. On July 2, 2015, PSE mailed Ms. ****** a letter advising that a deposit of $274 was being requested and that an installment plan had been created for her which split the deposit into three payments. Ms. ****** will be eligible to receive her deposit back once she has paid it in full and made her monthly payments on time and in full for a consecutive twelve months.

We trust that this information will assist you in closing the complaint. We apologize for any inconvenience Ms. ****** has experienced regarding this matter.

 

Sincerely,

Veronica D
*****
Sr. Escalated Complaints Examiner
Puget Sound Energy
www.pse.com

8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Looks like did a horrible mistake by paying the $46 deposit complete, no installments. Because that made the statement look so messed up that even the PSE reps could not figure it out. First time I called, she said, "Well, you received a $50 donation, so just pay $10. But excuse me, it didn't make sense that my bill was $60. I've never had a bill that high in my life. It is usually $25, $35 in winter. So I dared to call a second time, a month later, and asked for a billing supervisor. He would not let me talk to one, but said he would send a ledger type sheet showing my billings. No other choice, had to oblige. Well, it doesn't make sense either. I'm not that stupid, it is obvious the reps can't make sense of it either. I paid the deposit in full, but it seems like they are taken the charges out of it. Received a $50 donation, but then a bill of $60 came in. Never had a bill of $60. And why the late charge, now that's really off. I've never been late. Something is wrong.

Desired Settlement: 1. Please look over my statements and see if you can make sense of them. 2. Is it possible to show a one sheet statement, showing deposit is held separate. My $50 donation was properly applied to billing. Cause now it looks like a trumped up charge of $60 to take my $50 donation. And just show what the normal monthly billing would be.

Business Response: Dear Ms. ******,
We apologize for the confusion you encountered with your PSE statements.  I have completed a complaince check on your account and find that you have been billed correctly and have included an itenized account history for your review.  The confusion started when the $46.00 payment applied to your account on 3/4/15.  Your intentions were for this payment to be applied to your security deposit however to be in complaince with the Washington Administrative Code, PSE must allow customers to pay deposits over 3 months in increments of 1/2, 1/4, 1/4.  As you will see in the included account history the deposit arrangements created by our billing system were set up for the first 1/2 of the deposit in the amount of $23.00 to be paid by 3/31/15, the 2nd 1/4 of the deposit in the amount of $11.50 to be paid by 4/29/15 and the last 1/4 of the deposit in the amount of $11.50 to be paid by 5/29/12. 

When the payment of $46.00 posted to your account on 3/4/15 it did not post entirely to the $46.00 owing on the deposit.  The $46.00 payment was applied to the first deposit installment arrangment in the amount of $23.00 and to the $17.17 current charges leaving a credit balance of $-5.83 to be applied to future charges.  Which is why the statement that generated on 3/12/15 showed an amount due of $0.00 on 4/1/15.

When the next statement generated on 4/3/15 it showed current charges of $20.56 + the 2nd deposit installment amount of $11.50, a credit balance forward of -$5.83 and a total due on 4/23/15 of $26.23.

On 4/10 you contacted our Customer Care Center and spoke to Shelly and advised her that you had intended for the full $46.00 payment you made to be applied to your deposit.  Shelly sent a request to our payment resolution team to reallocate the $46.00 to your deposit instead of how it had previously been posted by the billing system and cancelled the deposit installment arrangement that had been systematically created on 2/24/15.

We have reversed the 2 late pay fees which billed out on the 5/5/15 statement for the amounts of .12 and .06 for a total credit of .18 cents which you will see in the provided account history. 

The $50.00 PSE Help Pledge Payment has been applied as follows:
-$50.00 Pledge Credit
   6.49 billing initiation charge due 4/1/15
   10.68 Electric Consumption charge due 4/1/15
   20.56 Electric Consumption charge due 4/23/15
   12.27 of the 22.19 Electric Consumption charge due 5/26/15
Balance owing afer $50.00 pledge = $10.10

A payment posted on 5/16/15 for the $10.10 bringing the account balance to $0.00
Charges billed 6/3 = $24.73 which were paid 6/11 bring the account balance to $0.00
The two late pay fees were reversed on 6/22 leaving a credit balance on the account as of today 6/22/15 in the amount of .18 Cents.


We have attached a spreadsheet of the account history and also pasted a copy below into this response.  We apologize for the confusion and find your account is correct as fo today 6/22/15.

Sincerely,
Stacey H.
Sr. Escalated Complaints Examiner
Customer Care Operations

Activity
Date
Account History for Account #************
******
******
**** ******* *** ****
Mount Vernon, WA 98273
Activity
Amount
Account
Balance
  Starting Balance = $0.00   0.00
2/24/15 UPDATED: MOVE-IN: ****** ****** requesting move-in at **** *********, ***, Mount Vernon, WA 98273 effective 2/24/2015.  Discussed all charges including deposit. Advised customer a confirmation of arrangements letter will be sent for the deposit. Informed customer about payment options.  Promoted My PSE Account.  Account verified. AJanek*******    
2/24/15 Electric Billing Initiation Charge 6.10 + .39 city tax = 6.49 6.49 6.49
2/24/15 Security Deposit 46.00
Automated System created Deposit Arrangements as follows:

Due Date &  Amount Due
03/31/15 $23.00
04/29/15 $11.50
05/29/15 $11.50
46.00 52.49
3/2/15 ****** called because of an email she recieved about starting service at a new address. Verified the correct address. verified. ****** *******    
3/4/15 Payment on Account -46.00, 6.49 balance -46.00 6.49
3/4/15 Electric Consumption Bill 10.68 10.68 17.17
3/12/15 bill 17.17 Current charges + 23.00 Dposit Installment payment #1,
-46.00(cr)pb, -5.83(cr)balance. 
0.00 Due 4/1/15
*  NOTE:  Deposit was paid in full however the bill statement still showed the installment arrangement as being active.
  17.17
4/2/15 Electric Consumption Bill $20.56 20.56 37.73
4/3/15 bill 20.56 Current charges + 11.50 Deposit Installment payment #2,
-5.83(cr)b, 26.23 total due 4/23/15
**  NOTE:  Deposit was paid in full however the bill statement still showed the installment arrangement as being active.
  37.73
4/10/15 UPDATE/INQUIRY  ****** ****** wants her payment of 46.00 to be applied to her deposit so  its paid in full. Sent request to payment resolution to reallocate She understands she will then owe us 37.73 verified.  sbeethe*******    
4/10/15 2/24/15 System Created Deposit Installment Deactivated due to deposit being paid in full on 3/4/15.   37.73
5/1/15 Electric Late Pay Fee .12 0.12 37.85
5/1/15 Electric Late Pay Fee .06 0.06 37.91
5/3/15 Electric Consumption Bill 22.19 22.19 60.10
5/5/15 bill 22.37 Current Charges + 23.00 Deposit Installment = 45.37current, 14.73 previous balance = 60.10 Total due = 60.10 due 5/26/15   60.10
5/14/15 PSE Help Pledge Payment Received -50.00, 10.10 balance -50.00 10.10
5/16/15 Incoming Payment -10.10, 0.00 balance -10.10 0.00
6/2/15 Electric Consumption Bill 24.73 24.73 24.73
6/3/15 bill 24.73current charges, 0.00previous balance, 24.73 total due 6/23/15   24.73
6/9/15 INQUIRY: ****** ****** calling for understanding on her bill. Sent an account history to go over the account in full. Sent to *******@live.com via Egain Case # ******.  Account verified. RE****** *******    
6/11/15 Incoming Payment -24.73, 0.00 balance
Account paid in full
-24.73 0.00
6/12/15 BBB Complaint Received Case #********.  Customer states PSE has been unable to explain her billing statements to her and she was not allowed to speak to a supervisor when she asked for one.  She is asking that her statements and account be reviewed and that her $50.00 donation was properly applied to her billing.  She is also disputing the late pay fee she was charged.    
6/22/15 Electric Late Pay Fee Reversed -.12 -0.12  
6/22/15 Electric Late Pay Fee -.06, -.18 Cents Credit Balance -0.06  
6/22/15 Account Balance = $-.18 Credit    -.18

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

I am rejecting this response because:  I don't feel they received the documents that were supposed to go with the complaint.  There was no place to attach them, so they went in a week late after my persisting BBB to send them every day.  No mentioned was made about charging me $60 for electrical, never in my life have I received a bill that large, it is usually half that.  Just doesn't make sense.  It was an extremely complicated bill, and my documents were omitted.

Sincerely,

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

Business Response:

Dear Ms. ******,

We apologize that our previous responses did not answer your question.  We received the complaint that you opened up with the UTC on August 6th and submitted our response to your complaint to the UTC on August 10th.  The UTC will perform a compliance investigation on the information we provided. 

For your review, I have attached a document that shows the Usage Amounts you have been billed for on your March through August statements.  You will see on this document that the usage amount & basic charge you were billed on your opening statement in March was only $10.68, this statement also showed the $6.49 billing initiation charge and the $46.00 Security Deposit charge for a total amount billed in March of $63.17.  The $46.00 Security Deposit will be refunded to you after you have paid on time for 12 consectutive months as long as no more than 2 late notices are issued or serivce is disconnected.  If you move prior to the deposit befing refunded the deposit will be applied to your closing bill.   Maybe this will better explain your opening bill to you and assure you that the consumption and basic charge amounts you have used and been billed for each month have not exeeeded $29.37.  

March 2015 = $10.68
April 2015 = $20.56
May 2015 = $22.19
June 2015 = $24.73
July 2015 = $29.37
August 2015 = $29.01


Hoefully this additional inforamtion will answer all your questions.  Now that you have filed a complaint with our regulators (The UTC) you will want to work directly with them on any additional questions you have. 

Regards,
Stacey H.
Puget Sound Energy

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

I am rejecting this response because:  Again, this makes no mention of the $60 billing.  And obviously I do not use  $60 worth of electricity a month.  Originally a customer service rep told me that my $49 deposit has already been used to pay the electricity.  But mainly, no mention of the $60 statement.

Sincerely,

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

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our electricity was disconnected at 11am on May 28 due to late payment and I spent the greater part of my work day getting it restored. We received no prior notice and I am asking BBB for help trying to resolve this dispute and recover lost wages and unnecessary stress. I admit we were late but we received NO advanced notice. When I telephoned PSE, the rude representative told me what I'd have to pay to have service reinstated - reconnect fee and energy deposit, etc. I paid the fees and notified PSE to restore service. I also asked the representative to have a supervisor investigate why I didn't receive the 2 notices. She indicated the electricity would be restored within 24 hours. This was new to me as they didn't inform me that in previous conversations. At any rate, the individual called me back and left a message. She indicated that I have email billing and that the notices were sent out to an old address. She also told me she reversed everything and applied the credits to the proper account. Since I had previously received mailed statements to my address, this isn't a simple mistake. FYI the email billing was updated the previous week.

Desired Settlement: I'd like a credit to my account for $750. They charge roughly $38 for reconnect and ~$200 for energy deposit so the penalty I would have had to pay - I would like assessed to PSE - with the rest to pay for the other miscellaneous damages.

Business Response:

Dear Mr. ********,

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. You state that your service was disconnected without prior notice and that you were required to pay a reconnection fee and deposit in order to have your service restored.   

I reviewed your account history and found that PSE mailed your Urgent and Final notices to an address of *** ***** *** ** in Bellevue instead of to your service address. Your mailing address has been corrected in our records. We recognize that you did not receive your notices and as such have reinstated the account that was closed when your service was disconnected. You will not be assessed a deposit or reconnect fee. The payment of $134 that you made when your service was reconnected has been applied to your consumption charges.

You state in your complaint that you are requesting a credit of $750 to be applied to your account. After review of your account and complaint, that credit is not warranted and will not be applied.

I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

 

Sincerely,

Veronica D
*****
Senior Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com

 

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

I am rejecting this response because I strongly feel that we are due compensation for the time and energy (I.e. lost wages and stress created by this gross and careless mistake) spent figuring out this mess and trying to restore power. Also, just like you had penalized us by closing the old account, opening a new account, charging a reconnect fee, and charging an energy deposit, I too feel that you should be penalized. 

Prior to setting up electronic billing, you knew where to send the bills because we had been receiving our bills at our current address. Also, when you disconnected service, you disconnected service at our current address. So, why did you send the late and final notices to a different address? Can you please explain how this gross error happened?

At any rate, we are amending our original request and asking for a credit of $400 to our bill. We appreciate your time in advance and look forward to hearing your response.


Sincerely,

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

Business Response: Dear Mr. ********,


Thank you for forwarding your additional documentation to our office for review. I have reviewed all correspondence and Puget Sound Energy's position regarding this matter has not changed.


 A compliance check regarding this matter was conducted by the Washington Utilities and Trade Comission and was concluded on June 25, 2015.  If you have further questions regarding the compliance check I would recommend that you contact the UTC directly.



Sincerely,


Veronica D*****
Senior Escalated Complaints Examiner
Puget Sound Energy
www.pse.com

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

I am rejecting this response because: our position has not changed. We strongly feel that a monetary/financial penalty equal to or greater than the penalty placed on our account is justified as a result of loss of income due to addressing the electricity disconnect. The fact that they applied credits immediately indicated they accept blame for not notifying us at our current address. 

Sincerely,

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

8/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved from our home and contacted PSA on 3/7. They sent our normal billing and made it our last on 3/11. This was our normal billing cycle, so we assumed this was a closed out item. June 3rd we are sent another billing on this closed account for $46.95. When I contacted them, they explained they made a mistake. They just got to it and they are governed by laws to bill the account. I explained that I called in in an adequate time for them to come out and read the meter before the end of m billing cycle. They had adequate time ANYTIME within the first month to find this error, but instead I get a bill 84 days later? I find this upsetting and beyond that they just expect me to pay it without question. They said my final bill was "a guestimate". 1) this should have been told to us 2) no where on the bill does it say that they can change the final billing. I did ask to speak to a supervisor and I was told that I could send a letter. I said that would not be acceptable. She said she would have someone call me on Monday. I waited all week.

Desired Settlement: I feel we shouldn't have to pay this additional charge. Should they have contacted us within 30 days of the billing closure fine I see that but 84 days later??? They then sent us a letter stating that they set it up on a payment plan. Not something we asked for. I do not feel that this should be allowed. They messed up by not closing the account in a correct amount of time. I would like to be cleared of this debt. I have always kept my account in good standing with them, I would think they would do the same.

Business Response:

Dear Ms. *******
We are sorry for the frustruation you have encountered with ending the PSE service at *** ** ***** **** *** in Poulsbo.  I have completed a compliance check on the account and found that you initially contacted our Call Center on Tuesday March the 3rd and requested to start service at your new address on 3/5 and end service at the ***** **** *** address on Friday March the 6th.  The final bill for the ***** **** *** address was sent on March the 6th in the amount of $167.84 for the service period of 2/11/15 through 3/6/15.  Unfortunately the ending read used for 3/6/15 was estimated by our billing system and was estimated too low.  As a regulated utility goverened by the Washington State Utilities and Transportation Commission we are required to correct customers billings when it is discovered the bill was not correct.  This is the reason the estimated reading was corrected and a revised final bill was sent on June 3rd, 2015.  The corrected final bill amount for the actual usage used from 2/11/15 to 3/6/15 was $214.79.  PSE had already received your payment of $167.84 leaving a remaining balance owing of $46.95.  Our records show the payment of $46.95 was received on 6/9/15 and the closed account balance is zero. 

I also followed up with our Call Center Management team regarding the request you made on 6/5/15 to have a supervisor call you back.  It was confirmed that the agent you spoke with did send an email to the supervisor team requesting you be called back however the call was not made to you as promised.  We apologize that you did not receive a call as you were promised. 

My investigation finds that the billing correction to correct the estimated reading on your closing bill is in complaince with the rules we must adhere to as a regulated utility.  We are sorry that this is not the resolution you were looking for.

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

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

I am rejecting this response because:  this was the same "canned" response I got from the call agent. 
I'm tired of excuses that hide the real answer "the company made a mistake" period!

Never in my service with PSE in the last 15 years have I ever been given an estimate on a bill. The facts are these:
I called to stop service 
I paid my final bill and was not told anywhere it was an estimate
I assumed they sent someone out to read the meter AND if they couldn't get out that fast I assumed that I would get a bill of overages within 30 days. Not almost 90. 

The he company made a mistake. I don't appreciate the excuse that they are using. 
When I make a mistake I have to pay the penalty. 
I made no mistake here. I called to confirm my final bill and stop service. 

Again, had this been addressed within a few weeks I wouldn't be taking issue with it. It's the fact that they can send me a bill almost three months later because of their mistake.

They are admitting they failed. 
They should write the amount off. 

I also still have yet to hear from a supervisor. 


Sincerely,

***** ******

Business Response:

Dear Ms. *******
PSE's position has not changed.  As stated in our initial response, PSE is a regulated Utility governed by the Washington Utilities and Transportation Commission.   As a regulated utility we are required to bill customer's for the usage they consumed.  The rules do not allow us to "write off" the consumption.  We apologize that it took almost 3 months to correct your billing.  Also as stated in our initial response, we apologize a supervisor did not call you back.  At this time, your account has been reviewed by management and found to be in compliance with the rules and a supervisor will not be calling you back.  We are sorry this is not the resolution you were looking for. 

Regards,
Stacey H.
Sr. Escalated Complaints Examiner
Customer Care Operations

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

I am rejecting this response because:

No business should have the right to send a bill due to their error 3 months past the original final invoice. Again, I paid my final invoice 3 months ago and I'm told there mistake is my problem. Not okay. They had time to go view the meter for days and weeks. Not months later. 
This is not fair to the consumer who has to have this service. The company needs to be responsible for their error. Not me. 

Im sorry that THEY made an error. That shouldn't fall to me. Period. 
I think I'm being bullied into paying for their mistake. 

And a supervisor SHOULD call someone back if there is an issue and the consumer has asked for it. I have requested it multiple times. 
The company is avoiding the responsibility to the consumer. 
No where on my bill did it say estimate. No where on the bill does it state they can come back 90 days later and charge me more. The general assumption to all bill payers is they pay a final bill and it's done. If the consumer receives a letter 1-30 days later saying more is owed that is  a little more understandable. Not 90. 
 This whole interaction is not how companies work and I don't think that this should be allowed to pass their mistake on to me.  
In life and every other place if a mistake was made it's on them.  They are avoiding their responsibility by not calling and telling me why it took three months. 
They are avoiding responsibility by not sending someone out to read the meter sooner. 
They are avoiding responsibility by saying they made a mistake but I have to pay for it. Especially when they admit they made the mistake. 
They are avoiding responsibility because this was a monthly bill cycle and should've been taken care of months ago. Not a 3 month bill cycle. 
I have done nothing wrong. I did my due diligence as a consumer to notify the company of my move, I then received a bill the next day.  I paid it like normal.  No one told me this was an estimated bill. No letter came with the bill to state this. To me this is final. Companies (no matter who they are) 
should be held accountable for THEIR mistakes. I have to be accountable to the companies each month and pay my bill on time. 
The company states they are held accountable and a regulated Utility governed by the Washington Utilities and Transportation Commission. They state that they have to charge the consumer for what they consume. But!, every other company has to be held accountable for their mistakes. No other company would make a mistake and pass that on to the consumer. 
This whole thing would be like me going to the store and buying 12 oranges but only being charged for 10 by the cashier. Then 3 months later they show up at my door with a new bill since I consumed the oranges. 
It's wrong
Sincerely,

***** ******

6/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The PSE "Budget" payment plan is deceptive. When I first contracted with PSE I noticed I was "enrolled" in the "Budget Plan" even though my credit was and is excellent. I would review each statement and not that occasionally, there was a positive and sometimes a negative balance associated with the account even though it was Paid In Full each month. As of April 9th, 2015, the service was transferred to the new location (Factoria to Woodinville), the balance was again, Paid In Full, on April 10th, 2015. Five weeks later (possibly something to do with the change of address filed with the ****), I received a bill for $395.02. When I called to inquire about the balance, I was told because I was on the "Budget Plan" and their was a residual balance. I told them I disagreed and that I had specifically asked what the average monthly bill for the 880 sq. foot condo was throughout the year. I was told it ranged from $60.00 in the summer to $80.00 in the winter. The monthly payment was always the same (right around $81.00), then to get a $400.00 balloon payment five weeks after that account was closed is ridiculous.

Desired Settlement: I spoke with a representative Thursday morning May 28th, 2015, she informed me there was always a 30 day billing cycle due post closing the account. I'm ok with that, it should be around $80.00 I would think. I do not believe that $400.00 is in any way justifiable. I just want a fair and equitable settlement of the fees.

Business Response:

Dear Mr. ****,
 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. You state that you were enrolled in PSE’s Budget Billing Plan, and that you received a final bill for your address that was higher than expected.

PSE offers the Budget Billing Plan as a payment option for customers. It is not a cost saving or discount program. The objective of the plan is to avoid large payment fluctuation during the year, making it a little easier to manage a household budget. The plan is based on a year that ends in June. The total cost of energy usage is estimated between when you signed up for service and June of the following year. The amount is divided by the number of months it includes to estimate a monthly average. This is how your bills were generated. Your monthly statements contained both the amount of your consumption charges for the month and a balance due amount which was the pre-calculated budget amount of $81.

June is the settlement month for the Budget Billing Plan. During this time, customers will be requested to “catch up” any balances owed if applicable, and at that time, the plan would be recalculated for the next budget year. You stopped service in April, so your budget plan was settled at that time. The charges that appear on your final bill statement consist of all previously uncharged consumption for the time that you had service at your address.

I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.

Sincerely,

******** ******
Senior Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com

 

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

I am rejecting this response because:

Any reasonable person would expect a running balance to be visible on the monthly statement. Had I known there was an outstanding balance, I would have paid the amount in FULL, each month, specifically to avoid a "balloon" payment at the end of the service agreement. Once more, I specifically requested the average monthly usage for the condo and was told it varied between $60.00 to $80.00 dollars a month depending on the time of year. I also suspect but cannot verify (yet), that interest is accrued on the outstanding balance and added to the final billing notice solely for the financial benefit of PSE in an effort to improve their bottom line. I will pay the bill immediately, but fully intend to pursue this matter with the State Attorney Generals office. I'm frankly amazed there has not been Class Action law suit filed against PSE for this deceptive practice. If I'm unable to gain any traction with the SAG's office, there's always "******". 

Sincerely,

******* ****

Business Response: Dear Mr. ****,


Thank you for forwarding your additional remarks to our office for review. You state that you feel that your full account balance, in addition to your budget payments, should have appeared on your monthly statement each month.

PSE does provide customers on the budget billing plan with their actual consumption charges as well as their monthly budget payment amounts. On the first page of your monthly bills, there was a section labeled Summary of Budget Plan. In that section were columns for Actual Balance and Budget Balance. The Actual Balance was the total amount of true consumption for the billing period, and the Budget Balance was the fixed budget payment amount. I apologize for any confusion regarding the arrangement of the information contained on your monthly statements.

You state in your complaint that you were told by a PSE agent that your average monthly usage would be about $60 to $80 per month. The average consumption that was quoted to you at the time that you established service was the historical usage at that location and was not a reflection on what you personally would use. Your monthly budget payment amount was $81 per month, but your actual consumption was higher than that which is what resulted in your receiving a final bill that was larger than your budget payments. I apologize for any confusion that this may have caused.

Not all customers find the budget plan to be beneficial for their financial situations. PSE does not require customers to utilize this plan and does provide the alternative billing option of paying monthly for all service consumption.


I apologize for any inconvenience you experienced regarding your billing.



Sincerely,

******** ******
Senior Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

5/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a bill that from PSE for $1,240.23. My bill for the previous month was $84.20. After calling PSE customer support, I was informed that their equipment had been malfunctioning for years, and this is a "catch up" bill. There are many reasons why this is unacceptable to me. #1, I closely monitor my PSE bill, and my appliances that use gas and electricity. If I had been getting accurate bills, that would have shown these charges that I am now being billed for, I would have adjusted/limited my usage of these appliances to avoid such high charges. #2, I have a home based business, and every year a portion of my utilities are used as business expense write offs for my annual taxes. I am not interested in amending my taxes to correct the mistakes made by PSE and its equipment. #3, With a family and 2 children, I am on a tight budget. A $1,240.23 bill out of the middle of nowhere is unacceptable to myself and my family.

Desired Settlement: I am requesting that any charges that have accumulated from faulty equipment/monitoring be credited to my account. It is of no fault of mine that these charges have accumulated over several years, and I find it unfair that I am now being billed for them for the reasons listed above. Thank you

Business Response:

Dear Mr. *****

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. You state that you received a high bill as a result of malfunctioning equipment and are requesting that any back charges be credited from your account.

Puget Sound Energy recently discovered that the module on your gas meter has been malfunctioning since May 2013. The module was replaced in March 2015, but as a result of the malfunctioning equipment you were under-billed for your gas usage for that time period. We have corrected the error and adjusted your account, and will be sending you a detailed statement showing the corrections to your bill for usage. While we are required to bill you for your consumption during that time period, we have established an interest-free installment payment program for the charges. A letter explaining the installment plan was mailed to you on April 29, 2015.

I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced as a result of the above matter.

 

Sincerely,

******** ****** | Sr. Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com

 

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

I am rejecting this response because:
I suspected my energy savings were due to my newly installed windows and energy efficient water heater, given the fact that my bills dropped around the same time as my home upgrades. If I had know that I was accumulating such high charges for THE LAST 2 YEARS, I would have lowered my energy usage 2 YEARS AGO. In the interest of settling this matter, I am willing to pay 25% of the proposed charges.

Sincerely,

****** ****

Business Response: Dear Mr. ******,

I have reviewed your additional correspondence regarding your complaint, and the company's position has not changed. The charges that you received for the time period in which your equipment was malfunctioning are valid charges for your household consumption during that time period. PSE is required to bill you for all usage, and no portion of those charges will be removed from your bill. I apologize for any frustrations you have experienced regarding this matter.


Sincerely,

******** ****** | Sr. Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com



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

I am rejecting this response because:
Sending me a bill for a meter that has been malfunctioning for several years is unjust. My energy consumption would have been immediately lowered, had I known that I was accumulating such charges. I was under the impression that my bills were lower because of my energy efficient windows and water heater that were installed during the same time period. These errors are not my fault, there are due to your faulty equipment.

Sincerely,

****** ****

5/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved in Dec 2014. We disconnected our power from the old address and stared new service at the new address. My wife continued significant get in online and paying the power bill. Of course when she paid she now had to choose which address to pay and then submitted. We receive email notification each month and she logs on and pays. Today we came home from work to find our power had been turned off. We did not receive notification except for the note today saying they had turned off our power. My wife called immediately and was put through an automated system that required her to make a payment before she could talk to someone. She made the payment they said was past due and then got to speak to a person. The woman said she could see we just made a payment, but it would be a while before it posted. Was there anything else she could help with. My wife asked where the other money was that she had been paying each month? Th= woman said it was posted for the old address. She put my wife on hold and came back and said she had transferred the credit and disconnected the account. My wife said it was cancelled in December the woman said no the account that had just been disconnected. She had opened another account, transferred the money from the one closed in December and now we had to pay a reconnect fee and a $198 deposit. We were never past due. We had logged in choose the new address as the one to pay and made the payment. Puget Sound Energy had not applied it to the correct account.The woman could tell and moved the credit, but we are the ones hosed. We do not have electricity now, but they have the previously paid on time and in full payments, the 320 dollars my wife had to pay tonight before she could talk to someone, which really wasn't owed and still we have to wait 24 hours for electricity. And wait a year to get our 198 deposit back. That is outrageous and wrong.

Desired Settlement: I want my power on sooner not later, but I realize by the time you get this I will likely have been without all weekend. I want the "reconnection" fee and the "deposit" refunded immediately. We have in good faith paid on time through their system. It was a screw up on their side. We will pay by check from now on, never online with them again.

Business Response:

Dear Mr. *******,

 

Thank you for forwarding your complaint to our office for review. We appreciate your bringing this matter to our attention.  Your complaint states that your payments were misapplied to a closed account rather than to your active account, resulting in disconnection of your electric service.

I have reviewed your account and found that your payments were remitted electronically to account number ************, which was your account at your prior address. At your new address, you were initially given a new account number of ************. According to our records, your new account number was not added to your online account pay list until April 2, 2015.  You should have received email confirmations upon making payments, and those confirmations would display the account number that payment was remitted to.  I would recommend reviewing those emails and the account number displayed within the payment confirmations.

My review of your account shows that payments were not misapplied. They were posted to the account number specified in the transaction which was not your active account number. This is why your account became past due and your service was ultimately disconnected for non-payment.

In your complaint you request to have your deposit and reconnection fee refunded to you. As my review of your account shows that the disconnection was not a result of a PSE error, those charges are valid and will not be refunded. However, you will be eligible to have your deposit returned to you after it has been paid in full and you have established twelve months of consecutive good-pay history, which means that payment must be received on time and in full for all charges owed.

Please be advised that your account ************ was closed when your service was disconnected and that you have a new account number of ************. Please remit payment for all new consumption charges to that new account number.

I trust that this information will assist in resolving your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

Sincerely,

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

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Power outage was for 2 days. Most of my foods were destroyed in the refrigerator. I think PSE should reimburse customers for throwing out over 65 dollars of meat

Desired Settlement: 65 dollars for meat that had to be thrown out due to power outage

Business Response: Dear Ms. *******,

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. You state that you experienced a power outage sometime in late March, and that you are requesting reimbursement for $65 in spoiled foods.

The outage that you experienced began at 1:43 PM on March 30th, 2015.  The outage was caused by a third party who fell a tree into PSE overhead electrical lines.  The tree extensively damaged PSE’s high voltage transmission line, including multiple transmission insulators, as well as the electric distribution line underbuilt beneath it. The fallen tree had to be cleared from the line before repairs could commence.  The location of the damage, in relation to the customer, was such that the customer’s power was unable to be restored through switching prior to the completion of repairs. The customer’s power was restored at 5:44 PM on March 31, 2015 after an outage of 28hours.

Per PSE’s tariff, a customer will be eligible for a $50 service guarantee credit in the instance that a service outage extends beyond 120 hours. As the outage that you experienced was 28 hours, there is no credit warranted for this outage.

I trust that this information will assist in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.

Sincerely,

******** ******
Senior Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com

4/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Car hits a power pole and pse is nowhere to be seen power goes out at 4:13 pm not back on till 12:36 am where is the urgency

Desired Settlement: Would like to be refunded for some money for there them making me feel unappreciated and there lack of urgency

Business Response:

Dear Mr. ******,

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. Your complaint states that you were concerned about the length of time you were out of service after a car struck a power pole in your area.

On March 20, 2015, at 4:20pm, PSE received a report of an accident involving a power pole with an overhead transformer. The first PSE Serviceman arrived on site at 4:56pm in response to the accident report and it was ultimately determined that the pole would need to be replaced and all equipment on the pole had to be replaced and/or transferred to the replacement pole. Repairs were completed and complete service restoral was confirmed on March 21, 2015 at 1:44am. Unfortunately, due to the extensive damage caused by the accident, restoral did take several hours to complete.

You state in your complaint that you would like a refund for the length of time that your service was out. While PSE does offer a restoration service guarantee credit of $50 in our Electric Tariff, in order to qualify for that credit a customer must be affected by an outage that extended at least 120 consecutive hours. As the outage you experienced was significantly shorter than that period of time, there is no credit or refund due in this instance.

I trust that this information will assist in closing your complaint. I apologize for any frustrations you experienced regarding this matter.

 

Sincerely,

******** ****** | Sr. Escalated Complaints Examiner
Customer Care Operations
Puget Sound Energy
www.pse.com

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Puget Sound Energy persists in harassing me about an account whose owner has given my phone number as shown on this complaint. I have contacted PSE repeatedly to request this robo-call harassment cease. It continues.The account PSE keeps calling about is not mine. I do not know the account holder, the account number, or anything else about the account.

Desired Settlement: PSE cease robo-calling my phone number concerning an account this is not mine.

Business Response:

Dear Ms. ******,

 

Thank you for forwarding your complaint to our office for review. We appreciate you bringing this matter to our attention. Your complaint states that you are receiving automatic calls about a PSE account that does not belong to you.

I have reviewed our accounts and have removed telephone number ************ as a contact number for any account other than your own. This will prevent you from receiving any further auto dialer calls regarding a different account or balance.

I trust that this information will assist in resolving your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

Sincerely,

******** ****** | Sr. Escalated Complaints Examiner
Customer Care Operations

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


4/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello! I started service on 11/20/2014. I did not receive a bill until January which was a total of $177.74. I then received a letter saying that the I had to pay 88.87 now and then another payment of 88.87 due March 2 due to a billing error on their part. I paid the 88.87 by the end of January and then received another bill that stated I needed to pay Puget SOund 118.10 due on February 25, 2015. On that bill of account it said the following:Balance as of last billing (dated 01/08/15 177.74Thank you for your payment 88.87 CRMiscellaneous adjustment 88.87 CRBalance Forward 0.00Current charges 118.10Amount due 118.10 of which I paid at the end of February. Today 3/13 I received another bill from Puget Power and it stated I owed 188.62 with a balance forward of 88.87 as a miscellaneous adjustment along with current charges of 99.75.From my understanding of billing, on the last statement, Puget Power credited my payment of 88.87 and then adjusted the bill an additional 88.87 with a zero amount balance forward.I called and spoke with 2 customer service representatives, *** and I believe ****, and both were unyielding in their ability to see that 0 balance forward means that the bill was adjusted and there is no longer a balance.I budget every month. I have paid what they have asked me to pay. I feel that utilities have an upper hand because who can read the meter or calculate the bills. The business is in total control and at least their billing should be clear and concise. 0 balance forward means 0 balance...Please look into this from a consumer's point of view. I have all of my checks, and my statements.

Desired Settlement: I would like the bill to be without the 88.87 and if that is not possible than an awareness of the utilities practices.

Business Response:

Hello Ms. ******,

 

Thank you for forwarding your concerns to our office for review. We appreciate you bringing this matter to our attention. Your complaint states that you are disputing the balance on your account.

 

I have reviewed your account records and bills and found that there was a delay in processing your first bill after beginning service on November 20, 2014. I apologize for any inconvenience this delay caused. As a result, your first bill was issued on January 8, 2015 with a balance of $177.74. That same day, an installment plan was created to provide a payment arrangement in which half of the balance due, or $88.87, was due on January 29, 2015 and the remaining $88.87 was due March 2, 2015.

 

On February 4, 2015, you were mailed a statement that reflected a credit of $88.87, as the second half of your installment was removed from the billing to be re-billed with a  due date of March 2nd. On March 6, that final installment payment was re-billed and added to your charges due on March 26th.

 

 Per our telephone conversation on March 20, 2015, I have updated your account so that you can remit payment by April 1st without incurring late payment fees. Please feel free to reach out to me directly if you have any further questions or concerns regarding your account.

 

I trust that the information provided will assist you in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

 

 

Sincerely,

 

******** ****** | Sr. Escalated Complaints Examiner

Customer Care Operations




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

I am rejecting this response because:
                                                       ******** was pleasant, helpful, and did admit that the billing was indeed confusing. I will pay the bill however the billing practice is deceptive.  I will scan the document in question to the BBB so you can see that the additional charge was noted as the payment that I did send in as $88.87 CR and an additional miscellaneous adjustment of $88.87 as a CR which states Balance Forward as $0.00.  Below was the current charges........
On the current bill, there is a Balance forward of the $88.87. 
As a consumer, I expect that my billing is clear, concise, and reflective of the use of the utility. (or whatever I have charged...)  
If the billing is so convoluted that the company has difficulty in unraveling the crumb trail of the charges, how can I as a consumer understand.
If you saw both charges of $88.87 posted as negatives, equalling a Big 0, wouldn't you believe that the charges had been adjusted as mysteriously as they appeared.

This is a matter of principle.  The manner in which the billing clearly shows 2 credits of $88.87 totaling 0 is how the bill should stand.  I can not upload this document from my home as I write this email.  I will have to attach at a later date.  Thanks so much.
Sincerely,


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

3/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I authorized 3 payments to come out of my account and now they took another one which I did not authorize and now i can not pay other bills which might leave me with no water.

Desired Settlement: Payment and retribution for the inconviece

Business Response:

Hello Mr. ******,

 

Thank you for forwarding your concerns to our office for review. We appreciate you bringing this matter to our attention. Your complaint states that PSE deducted a payment from your bank account without your authorization.

 

I have reviewed your account records, including a call that you placed to PSE on January 30, 2015. During that call, you established a payment arrangement as well as AFT (Automatic Funds Transfer, or automatic payment withdrawal) of your monthly payments. During that call you were advised that from then on, your monthly payments would be automatically deducted from your bank account on their due dates. You were also advised that if you were not able to make a payment on the due date to contact PSE prior to that date to make arrangements.

 

 Per our telephone conversation on March 16, 2015, I have removed your account from AFT. Going forward, you will be able to schedule payments to be made in the amount and on the date of your choice. If you cannot make a payment by the scheduled due date, please contact PSE Customer Service at ************** to make payment arrangements.

 

I trust that the information provided will assist you in closing your complaint. I apologize for any frustrations you have experienced regarding this matter.

 

 

 

Sincerely,

 

******** ****** | Sr. Escalated Complaints Examiner

Customer Care Operations

Office ***** ********

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 4, 2014, I, the home owner, moved out of my home on **** **** **** ******* Tacoma, WA 98404. My husband called Puget Sound Energy on July 7, 2014 and asked them to turn off the gas because we have moved and is no longer living there. On December 9, 2015, I received a bill from Puget Sound Energy for $184.43. I called Puget Sound Energy on December 16, 2014 (and talked to Ms. ********) and asked her why was I receiving this bill when my husband asked PSE to turn the gas off on 7 Jul 2014 which she confirmed they did. However, she stated that PSE turned the gas back on July 8, 2014. I asked her why. She said someone is living in the house. I told her no one is living in the house. Then she said someone has to be living in the house because gas is being used. I assured her that no one was living in the house. She said she will look into it. However, PSE never did get back with me.Later in December 2014, I received another bill from PSE for $221.53. Around January 9, 2015, I called PSE and talked to Ms. **** and asked again why was I receiving this bill when my husband asked PSE to turn the gas off on 7 Jul 2014She said I received the bill because of an Owner Allocation Agreement. She told me that on 24 Nov 2014, PSE received an email of an Owner Allocation from ***** **** ******** **********. When someone moves out of the resident, the gas is automatically put back in the owners name under the Landlord Agreement. So they (PSE) automatically turned the gas back on 8 July 2014. I told her it says when a tenant vacancies the rental property. I told her that I, the owner moved out of the resident in July 2014. There was no tenant in the house until December 21, 2014 and the tenant is still in the house. Again I stated that I am the owner of the property. I the owner of property moved out in July 2014. There was no Owner Allocation Agreement in effect in July, August, and September 2014. The Owner Allocation Agreement was not signed with **** **** ******** ********** until October 21, 2014. PSE did not get the Owner Allocation Agreement unit November 24, 2014. Until, there was no Owner Allocation Agreement so how can you go back and charge me for service starting July 8, 2014 when 1. I the home owner asked the gas be turned off 2. I did not have a Property Management Agreement/Landlord Agreement with ***** **** ******** ********** unit October 21, 2014 3. I did not have an Owner Allocation Agreement until October 21, 20144. There had been no tenant in the house until December 21, 2014.Again, a tenant did not move in the **** **** **** ******* Tacoma, WA 98404 resident until December 19, 2014. The tenants are still in the resident at the present. My understanding and Websters Dictionary definition of a Tenant is: One who pays rent to use or occupy land, a building or other property owned by another. A person who occupies land or property rented from a landlord; a person who resident, inhabitant, a renter, leaseholder, lessee or roomer. One who occupy (property) as a tenant. To my understanding an owner is not a tenant. Product_Or_Service: Natural gas to the **** * **** **, Tacoma house

Desired Settlement: DesiredSettlementID: Other (requires explanation) Puget Sound Energy cancel this bill and return my payment of $74.00 that was paid on Feb 25, 2015 towards this bill they say I owe.

Business Response:

Dear Mrs. ********,

Thank you for taking the time to contact us via the BBB.  We have reviewed your account and found that there was an agent error made when putting service back into your name in December and the date start date should not have been 7/8/14.  We have invalidated the account that was set up as of 7/8/14 and requested a refund check be issued for the $74.00 payment received on 2/26/15.  This check will be mailed to you on Tuesday March 17th.  I have also verified the Owner Allocation Agreement has been removed from the premise. 

 

Sincerely,

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

Sr. Escalated Complaints Examiner

Customer Care Operations

Puget Sound Energy

 

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 | Read Complaint Details
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Additional Notes

Complaint: I discontinued my gas service around August of last year, notifying PSE. They cut off service promptly and said that would end all billing. Unfortunately, I received a $10.98 bill for a connection fee. I called, they said they issued a credit and I would not be billed. But PSE still withdrew the money via electronic billing. I called again. Again they admitted their mistake but said I would have to wait 6-8 weeks before they could refund my money. After 2 months I called again, PSE again admitted their mistake and went on to say there is no 6-8 week waiting period. The checks go out Tuesdays and Thursdays. This time I promptly received my refund. My concern is that if there is no waiting period, was that one service rep taking liberties with her position and punishing me on her own volition? If she did, she should be admonished and an apology made to me.

Desired Settlement: An explanation and an apology.

Business Response: Dear Mr. Branburg,

I am the Sr. Escalated Complaints Examiner for Puget Sound Energy. I'm sorry that you had to reach out to us via the Better Business Bureau and apologize for the frustration this situation has caused you.

I have reviewed your account. Following is a summary of my review and answers to your questions:

Our records show you called our Customer Care Center on 8/22/14 at approximately 10:40am requesting to have your gas meter removed. The notes on your account from our Customer Care Agent state they transferred you to our Customer Construction Services Call Center which is the part of our company that handles the removal of gas meters. I reviewed the call recording with our Customer Construction Representative and in your conversation with him you advised him you were converting to solar and wanted to get rid of the gas completely. He spoke with you about the 2 options, #1 - remove the meter and cut and gas the gas line explained that if this was done and you decided down the road you want to bring gas back to the property there would be a cost to you. #2 - leave the meter there but shut off and lock the meter to leave you the option to use gas again if you chose to in the future. You asked our agent if shutting off and locking the meter meant you would no longer be charged and he said yes, that is correct. You will not be charged as long as the meter remains off and lock and you do not use any gas. At 10:52am on 8/22/14 the Customer Construction agent you spoke with placed a service order to shut-off the gas meter and lock it with a comment that "the customer is not using gas at this time". I verified the service order was completed and the meter was shut off and locked on 8/22/14 at approximately 3:03pm.

o The step that was missed was the step to actually close your account to generate a final bill and stop any future monthly bills from generating. We apologize for this and have coached our agent on this issue.

On 9/19/14 a billing read of 2113 was retrieved from the gas meter and you were billed for the usage on the meter since the last billing read on 8/20/14 of 2112. The statement dated 9/22/14 in the amount of $12.10 consisted of a basic charge for that billing period of $10.29 + 1 CCF of gas usage.

On 10/20/14 a billing read of 2113 was retrieved from the gas meter and the statement dated 10/21/14 in the amount of $10.98 consisted of a basic charge for that billing period of $10.29 + .69 cents City Tax.

Our records show you called our Customer Care Center on 10/22/14 at approximately 8:50am asking why you were continuing to receive bills as you had requested to have the gas taken out of your name because you were no longer using it. The agent you spoke with sent a request to their Lead to have the billing corrected and to close the account as of 8/22/14, the date the meter was shut off and locked.

Our records also show a 2nd call to our Customer Care Center on 10/22/14 at approximately 9:14am to cancel Auto Pay. The account notes state the agent walked you through the process on PSE.com to cancel your Auto Pay. The notes also state that you said you had received an error message that said the transaction could not be completed and the agent advised you that it could be a website and to try again later.

On 10/25/14 a billing correction was processed by our Customer Care Center to close your account as of 8/22/14, the date the meter was shut off and locked.

The 9/22/14 & 10/21/14 statements were reversed and Final Bill was issued on 10/27/14 in the amount of $12.10. The final billing on this statement was for the billing period of 8/21/14 to 8/22/14 in the amount of $12.10 which consisted of a basic charge for that billing period of $10.29 + 1 CCF of gas usage. The amount owing on this statement was $0.00 because we had previously received payment for the billing period of 8/21/14 to 8/22/14 on 10/10/14.

An additional payment in the amount of $10.98 was received on 11/10/14 resulting in a credit balance on the account of $-10.98.

Our records show you called our Customer Care Center on 11/11/14 regarding the credit balance on your account and our agent advised you refund check would be issued in 30 to 45 days. What this agent did not do was perform the transaction to initiate a refund check. This was an agent error and this agent has been coached. We apologize for this error which delayed the $10.98 refund check.

Our records show on 2/4/15 you called our Customer Care center inquiring on the refund check you were told was in process. It was discovered at that time that the refund request was still in process and the agent sent a request to have the refund approved so the refund check would be generated. The agent you spoke to at this time advised you the refund check would be mailed the following day which was Thursday 2/5/15.

o Our records show refund check # 0001505811 was mailed on 2/5/15 in the name of ****** * ******** to a mailing address of *** * **** *** *******, WA *****. If you have not received this refund check, please let us know.

We apologize for the mistakes made on your account and appreciate the time you took to express your concerns in the BBB complaint. It's important that we hear feedback both good and bad from our customers. I assure you we have taken the necessary steps to provide coaching to our agents for the process errors made. I hope you find this information helpful and that it answers your questions. If you have any additional questions, please contact our Customer Care Center at 1-888-225-5773.

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

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I believe the additional "coaching" is the appropriate response.

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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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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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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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Additional Notes

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

8/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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.


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7 Customer Reviews on Puget Sound Energy
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