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June 20, 2013 at 11:00 pm #607981
I am UBER ticked off right now with PSE. Last month (5/18) we got a $185.82 gas bill, which is more than we spend in January (gas heats our hot water, which feeds our forced air heating system and our stove top, nothing else and our heat has been off since mid-April). So I called PSE customer service up on 5/20 and told them of the error and that the meter needed repair to the electronics which report the reading since my May bill said we we reading 4327 actual and when I read the meter three days later it was 4219. Well they said they would put a 30 day hold on our account so we did not incur interest and penalties while they investigated, and they did (put a 30 day hold on). More than 2 weeks went by and no one from PSE came to check our meter. So I called them up again on 6/7 (and you know every time you call you on are hold for a very long time and then after doing the ID thing get shuffled to another person because the first didn’t have a clue and you do the ID thing and explanation all over again). OK so someone would come out to inspect (and stupidly I thought also repair) the meter on 6/10 and they did come out, but all the guy did was read the meter and verify that what was being transmitted to PSE was erroneous – gee you think – does anyone QC billing statements. He said he called in the correct, current reading and I should get a corrected bill in a week or so. Then he tells me I need to call PSE and schedule repair for someone to come out and either replace the battery or the entire electronics – REALLY, he didn’t have those parts with him, couldn’t put in a friggin’ work order? So I waited a few days, no one shows up. So 6/14 I call customer service again, they have no record of the guy’s reading of the meter but say the account is on hold until 6/20. I say I just want the meter fixed and a corrected bill. Get same BS about new computer system and billing department being behind and the billing department is the one that schedules repairs – really, really, so I just let it go. Today (6/20) I get a PSE gas bill and now they claim I owe $234.10, with a meter reading of 4361. So I go out to the meter and it is reading 4245. So I call up customer service once again, get shuffled to 2 incompetents and then finally asked if I want to talk to billing. HELL YES! Again no resolution other than people saying they are sorry, the notes say the meter readings are incorrect, they should not have sent out the bill, the account is on another 30 day hold but they can’t tell me when someone will come out to fix the meter problem or when I might get a corrected bill. Would I like a supervisor to call back? They usually respond in a few days. HELL YES, this has been going on for over a month, maybe they could respond within the next working day – we will see. I also told the billing lady, who sounded as if she were on Valium, that while I was on hold I took the last good reading from our statements and subtracted that from what I just read off out meter and then did all the multiple math calculations on their billing statement and as best as I can tell we owe about $85 for the past 2 months, which would be in-line with all our previous bills. If I can figure this out in a few minutes, why can’t they get me corrected bill and someone to fix my defective meter in a month?June 21, 2013 at 12:25 am #792229June 21, 2013 at 12:30 am #792230
I’m pretty pissed off at them too. Our May bill was $80 and our June was $178. HOW CAN THAT BE? How can it be more than double when we haven’t had the fire on since April and we’re using the BBQ more and it’s just 2 adults.
Every time we call, we get a different BS story about it “averages” out over the year. I’m sick them and water/sewer bill being so fricken high for no reason…UUUUGGGGJune 21, 2013 at 12:34 am #792231
Yup but when I told hubby about it when he called in today he called back with a number that is not listed on the billing statement and said to call them to get meter repair.WellI did and got a great customer sevice rep ( after about 10 minutes on Muzak hold) but she is going to put in a request for service tomorrow and will follow up with me so we should get meter repaired first part of next week and then if that happens billing might get their head out of you know where and send an accurate, corrected bill. time will tell…..
And the thing is the people who respond to the numbers listed on your bill are infuriating and clueless and PSE departments (billing, customer service, repair )don’t seem to be communicating with each other to resolve customer complaints, very sad.June 21, 2013 at 12:52 am #792232
The electronics that report the meter readings need a new battery or entire replacement. customer service is clueless. if you have called in about your erroneous bill, and PSE reps have bothered to actually enter the info to your account notes then try this number 1-866-767-5853 and press option 2. Good luck. I think they have a lot of batteries expiring/electronics needing replacement but theirQC and customer service leaves a lot to be desired. And read your meter and document, document all your calls.June 21, 2013 at 1:02 am #792233
I am sure glad we allowed a company that functions as a public utility to be purchased by a foreign investment group (Macquarie) from Australia. You know when we say Puget Sound they hear: $$$$June 21, 2013 at 1:03 am #792234
Here is the back story:June 21, 2013 at 1:14 am #792235
The funny thing is I think I finally got through to an Aussie in customer service today to try and get the ball rolling. The Seattle billing numbers will leave you just wanting to break out the gin very early in the day. the sad thing is, the electronics that report gas usage have a finite battery life and when the battery or electronics go screwy we are up the proverbial creek based on my interactions with PSE this last month and their trying to deal with the “new systems”. Not an excuse in my book, test them first,train your people before implementing those changes.June 21, 2013 at 2:40 am #792236June 21, 2013 at 4:16 am #792237June 21, 2013 at 1:52 pm #792238
So called “customer service” is a joke pretty much everywhere these days. I tried calling Century Link a few days ago to make a commendation for a technician that made a repair at my house. The rep gave me a really hard time. I finally realized he had no idea what “commendation” meant…and with good reason, as he’ll never get one.June 21, 2013 at 2:11 pm #792239July 31, 2013 at 6:23 pm #792240
An update. So here it is 3 months later. After calling the PSE emergency number we finally got our meter’s electronics replaced on 6/24; the service tech also removed our meter’s gauge panel and replaced it with a new one reading 0000. Stupidly I neglected to write down the final meter gauge reading when the tech replaced the gauge panel. I was told I would get a corrected bill within a week or so. Our gas bills normally arrive between the 15-20th each month, so when I still had not received a corrected gas bill, or even an erroneous one I called PSE customer service once again this morning. After being transferred to 3 different people and having to explain the issue to each one and 1 hour on the phone PSE is now going to “expedite the correction of our bill” and we should get the corrected bill next month, which will now be 3 month’s of charges and hopefully correct. Time will tell……July 31, 2013 at 6:39 pm #792241
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