ComplaintsforNew York State Electric & Gas Corp.
Current Alerts For This Business
We find that a pattern of complaints exist concerning consumer billing concerns and lack of customer service.
The company provided a response, which gave a detailed explanation of the billing process and how consumers can call in meter readings each month to avoid estimated bills. The company responded to the lack of customer service with the following: "Our call centers are staffed to operate from 7 AM to 7 PM, Monday through Friday. We have a very detailed process in place for escalated calls. We also monitor our representatives regularly to ensure they are complying to this process. We will remind our employees of the importance of this however, if you have specific account information, I can certainly address individually."
BBB has noted a decline in the number of incoming complaints against this company since bringing the pattern of complaints to their attention. We will continue to monitor the company’s complaint at this time.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
NYSEG overcharged me $4,556.79 for services not provided. NYSEG changed out my meter and incorrectly recorded my meter reading causing the overpayment. My average bill is usually $100. 9/27 - I notified them of the error and they advised there was a stop put on the payment. 9/30 - $4,556.79 was charged to my credit card. 10/2 - I was advised they could not reverse the charge and a refund check was issued and mailed. 10/17 - I was billed another $91.91. 10/28 - as of today I have not received a refund check. I contacted NYSEG and they advised the refund check has not been processed yet, it was with their back office and it will be processed on a first come basis. I have contacted NYSEG seven times with no resolution.Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
NYSEG was doing work on lines on the street *trucks with lifts* a wire that was stapled into the siding behind gutter downspout was pulled (tired up to pole at street) and ripped the downspout and siding from the home. Company did not leave a notice, any update to their error or damage to my property and continued to send me through ab egregious process electronically with filing a claim.. that could take 30-40 days to reconcile... meanwhile the wood on my home is getting exposed to moisture as is the foundation- during the rainy season... also with electrical panel right below where siding was pulled off.Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The company charged me $1010 in July for electricity claiming a 6% increase in energy rates. This is an on going occurrence with them. I have done my own meter readings as my bill fluctuates way too often with them. Since doing my own meters it’s consistently $150/250, and again this month I’m being charged $858 for monthly electric.Initial Complaint
10/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We have lived at this address for 4 years and have never had a bill over $150. The technician never came out for 3 months so our last 3 bills were estimations. This time around, we had a bill Come up to be $475 And when I asked them about this, they said that we used 2000kw when we have only ever used between 200kw and 300kw when I brought this up to them, they said that they didn't know what was wrong with it. And when I asked them for help, all they could do was tell me that they can split my bill for the next 10 months and add $35 to every bill for the next 10 months. I just checked my bill for this month. As well and it is still $355. I have talked to several people who have also talked about the fact that their meters are super high and their bills are super high. Anytime I talk to nyseg, they tell me they can't do anything about it, and that we still have to pay them. Even though the meters are obviously wrong when I asked them about electrician, they said that I was going to have to do it myself. The only thing they suggested was sending in the meter. Read but something is obviously wrong with how high our bill is and how everybody else is having issues. If there is a way for you to figure out what is going on, that would be awesome. Thank you.Initial Complaint
10/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
nyseg being robbed on electric bill after new meter has been installed. i removed and shut off over half the appliances yet it doubledInitial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Nyseg continues to raise the delivery fee along with the electrical supply fee many times the delivery fee almost doubles the fee you’re paying for the electricity used this fee for us over the past few months has been over $200 each month just for the delivery fee on top of the electricity, used fee and other chargesInitial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Consistently over the last 2-3 years (at least 6 times) a payment plan was not filed or committed correctly in the NYSEG system and I received a termination notice. This began around 3 years ago with an overpayment due to a billing issue on the website. I was told I wouldn't receive a bill for a few months with a substantial credit on the account. 4 months later I relieved a $6000 bill. Customer service had no answers for me other than a possible billing issue, but I owed $6000. I set up a payment plan and that's when all of these other billing issues started. The stress and anxiety associated with massive (erroneous) bills, disconnect notices and actual disconnects (them waiting in my driveway, ready to turn off my power) is extreme and has caused impact to my health. Your billing system is broken. Your customer support isn't equipped to do their jobs. And your customers paying the price, only because you know we have no other options. This is predatory and reprehensible behavior and your company needs to be help accountable. I want a call from someone in a position of authority who can hear my story and provide some sort of restitution as a result.Initial Complaint
10/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My house was flooded on August 9th, 2024. My electric meter was removed from my house and my house was condemned. I did not have any electric for 3+ weeks until I had a temporary service installed with 2 outlets to run extension cords to the sump pumps in the basement. NYSEG is billing my electric off of the incorrect meter # and will not work with me to resolve the issue of billing me for a meter that is not at my address. I have called them numerous time and have been on hold for hours and transferred to multiple different departments, with them stating that I am talking to the wrong department. They continue to send bills with shut off dates and will not rectify the situation. I am willing to pay what is owed but not on a meter that is not at my residence.Initial Complaint
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I requested a review of my bill. NYSEG previously has made errors on my bills and I had to be credited money in the past because I caught their errors. I received a bill for over $313.86 in September, which is my highest NYSEG bill to date. As I have had mistakes made in the past, I wanted to reach out and have my bill reassessed prior to making payment. I called on 9/23/2024 requesting a review of my bill. I was informed the representative was putting in a ticket and I would receive a returned phone call the next day. I did not. On 9/26/24 I called back to the billing department and spoke with a representative who requested I take a photo of my meter and send it to custserv@nyseg.com. I did not have a smart meter at the time and didn't know how to read the meter so she said to send the photo and I would receive a call back directly from her on 9/27/24. I did not receive a returned phone call. I emailed custserv@nyseg.com on 3 occasions requesting support for my concerns. I never received a response. I called again today, 10/8/24 and spoke with a billing representative. She did not explain anything to me, put me on hold 3 different times to "investigate" and tried to tell me that if she put in any sort of request that my bill would automatically increase. She was condescending and told me the reason for the increase was not due to an increase in rates. I informed her that my bill from September 2023 had THE SAME rate of 1738kw, yet my bill was $252.54. A rate increase of over $60, which equates to an over 25% of a rate increase. I informed the representative of all of this and she continued to state I did not have a rate increase, there was nothing she could do. I said I wanted my bill to be audited to make sure it was accurate. She stated if it was reviewed I would receive a new bill with a higher payment. She claims there was no rate increase, yet my bill increased.Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Nyseg came out to shut off upstairs that never paid her bill and then moved out but shut off the wrong gas meter they were suppose to come out and turn it back on but after waiting several hours was told to bad basically wait till morning I had no gas to cook or for hot water I am disabled elderly and a diabetic I need to cook my meals I also take care of my autistic grand child who needs to eat and take baths for calming reasons Nyseg refused to come back out this was their fault not mine we had to spend money to order dinner and now won't be able to shower until they come back This should have never happened.
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Contact Information
PO Box 5224
Jacc Attn: Cust. Assistance/NYSEG
Binghamton, NY 13902-5224
Customer Complaints Summary
400 total complaints in the last 3 years.
138 complaints closed in the last 12 months.