NYSEG holds face-to-face meeting to discuss billing concerns with customers
BIG FLATS, N.Y. (WENY) -- New York State Electric and Gas (NYSEG) hosted a community connection event Thursday night at the Big Flats American Legion. The event was packed with NYSEG customers concerned about their bill, and the charges in it.
Recently, a lot of people have been complaining about their NYSEG bills, with some customers telling WENY News their bills are sometimes four times the normal amount they used to pay. NYSEG says this is because of the cost of business rising, along with the cold winter causing customers to use their heat.
"So it's an everyday thing. The amount is different all the time," said Debra Brenzo, one of the NYSEG customers at the event. "It doesn't match what's on the website. And then, when it's due, it's different."
Brenzo said she has been receiving multiple bills within the last month, saying she sometimes received three bills in one day. She also said each bill had a different price, with some bills even saying NYSEG owed her money. When asked if this was normal, Brenzo said this is the first time her bills have been like this and that it started after NYSEG installed a smart meter at her house.
Along with Brenzo, some customers blame their big bills on the new smart meters. Customers say they think their usage is not being measured accurately. NYSEG said the smart meters do the same job as the older legacy meters and that the new meters do not skew the readings.
"We know there's a lot of misinformation out there right now on social media, on Facebook, on Next Door, and we want people to come to us for answers, and really be able to have us take a look at their bills," said NYSEG Director of Communications Shelby Cohen, adding, "Customers have a lot of choices they might not be aware of."
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Cohen explained that customers can choose their supplier, as well as choose a specific rate plan that best satisfies each customer.
Many customers at the NYSEG event said they were satisfied with the conversations they had with NYSEG representatives. There was one common feeling across the room from the around 100 customers who attended: they wanted answers.
"Honesty," replied Brenzo when asked what she was hoping to get out of her conversation with a representative. "What causes [the multiple bills], and how are they gonna fix it and how am I going to know when I get my bill if it's a real bill?"
Thursday's meeting was just one of many community connection events NYSEG has been holding across the state. NYSEG officials said they have spoken to over 500 customers during these events. NYSEG said there are currently no future community connection events planned in the Big Flats area, but another event like this is not off the table.
If you weren't able to make it to Thursday's event, NYSEG said if anyone has questions regarding the accuracy of their bill, they should reach out to customer service. That information can be found here.