BIG FLATS, NY (WENY) -- NYSEG will host an event next week for customers who have questions about their utility bills.

The utility company is calling it a "Community Connection" event; it will be held on March 27th at the American Legion at 45 Olcott Road South in Big Flats, from 4PM - 7PM.

NYSEG customers will be able to talk directly to a customer service representative, in person. The company says they will be able to answer billing questions, and help people understand their usage during the winter heating months.

NYSEG says the event is not a town hall, and there will not be a presentation. 

The company has come under fire, as customers say their bills have risen astronomically, beyond the amount that would be expected due to recent rate hikes, the most recent of which happened in May of 2024. Some customers are concerned that NYSEG's new smart meters are contributing to the higher bills, and miscalculating usage. 

The company has been quick to dismiss such claims, saying there is much misinformation being spread online. However, many customers who have reached out to WENY News point out that there is no reasonable explanation that their bills have jumped hundreds of dollars a month in some cases, and usage has gone up, despite no change in their home habits. 

According to a company spokesperson, less than one percent of bills issued each month contain an error, and that the smart meters are not to blame. 

"Smart meters are not the reason for any high bill you may be experiencing. Smart meters do the exact same thing that legacy meters or traditional meters do. They just read themselves, so they are incredibly accurate. We test every batch that comes in," said NYSEG Director of Corporate Communications, Shelby Cohen in an interview with WENY News this week. 

A third rate hike for NYSEG is set to go into effect in May of 2025. According to the New York State Public Service Commission, a NYSEG residential customer who uses 600 kWh of electricity per month will see their average monthly bill increase by $11.34, or 9.9%.