Working with PSE&G in New Jersey on what should be an obvious transformer loss adjustment error. Their tariff clearly shows the adjustment should be 1.5% but they've been charging 3.2% for 18 months. Account rep keeps saying "the system shows 3.2% is correct" and won't investigate further. How do you deal with willful ignorance?
When utilities claim they can't find billing errors
Send them a copy of the tariff page with the 1.5% highlighted and demand they explain the discrepancy in writing. If they can't provide a valid explanation, escalate to the BPU. PSE&G usually caves once you mention filing a formal complaint.
That's exactly what I did Chester. Sent the tariff page and they came back claiming there was a "system update" that changed the loss factor. But they can't produce any documentation of this update or when it was approved by the BPU.
Sounds like they're making it up as they go. Any tariff changes have to be approved by the BPU and published. Ask them for the BPU docket number for this supposed system update. When they can't provide it, you'll have them cornered.