RG&E penalized $900,000 for missing bill service quality metric

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ROCHESTER, N.Y. (WHEC) — RG&E is being penalized $900,000 for missing its bill service quality metric.

Just yesterday we told you about a $7,600 bill that a Hilton man received. He had no luck getting through to anyone at customer service who could help explain the massive bill so, he came to News10NBC for help. News10NBC Investigative Reporter Jennifer Lewke called RG&E on his behalf and the utility realized he not only did he not owe that amount—he was owed more than a $1,100 credit.

See our stories about RG&E billing issues:

People who’ve had trouble getting through on customer service lines or have been left unsatisfied by a lack of help came to the Rochester Convention Center on Wednesday.  They were hoping to get help during a public open house RG&E was hosting to provide information on the roll-out of smart meters across our region.   

The president of RG&E admitted during a recent interview with News10NBC that the utility is trying to rectify billing issues but they’re not quite there yet.

In a statement to News10NBC, a spokesman for the NYS Public Service Commission says, “the Commission takes service quality and billing very seriously. In the PSC’s most recent service quality report, RG&E was penalized $900,000 for missing its bill service quality metric. Department of Public Service staff is actively investigating/scrutinizing service quality in RG&E’s ongoing rate case and will provide recommendations to the Commission on areas of improvement. Ensuring that customer bills are sent out timely and accurately is the singular responsibility of the utility, and the Department will hold RG&E accountable for any billing errors while ensuring customers are held harmless.”