LANCASTER, N.Y. — Over the past several weeks, dozens of NYSEG customers in Western New York have reached out to 2 On Your Side with concerns about their recent electric bills.
From questions about having a Smart Meter installed to an increase in usage they can't explain, customers like Kim Fischer of West Seneca and Bob Meier of Cheektowaga are frustrated and have struggled to get answers.
While each bill reviewed by 2 On Your Side is different and specific to each customer, in general, Fischer, Meier, and many others have seen their electric bill increase.
"I know the rates went up but where are they getting this usage," Fischer questioned.
"Some of [my bills] have tripled, quadrupled and it's basically on the usage and the delivery charges that I can see," Meier said.
Similar sentiments have been shared via email with 2 On Your Side so on Friday we took your questions straight to the President and CEO of NYSEG Patricia Nilsen.
"In this case, our response has been please call us because every concern is unique," said Nilsen.
There is not a singular cause for the increased usage and higher bills Nilsen said but rather varying circumstances.
However, that's not entirely true.
A portion of every increase reported to 2 On Your Side includes a NYSEG-wide rate hike and statewide transmission plan both of which were approved by the New York State Public Service Commission (PSC) last year.
In February 2023, PSC Electric Office Deputy Director Elizabeth Grisaru indicated that customers could expect to see a 3% to 16% increase, depending on their service and location. In October 2023, they estimated that NYSEG's rate hike would add approximately $30 to customer bills by May 2025.
While those increases only account for a portion of customer bills shared with 2 On Your Side, Bob Meier from Cheektowaga wondered if the new Smart Meter installed at his house by NYSEG might have had something to do with the rest of the increase.
"For the majority of our customers and we issue 2 million bills a month, the majority of customers have not seen significant changes that have driven them to call but customers who are getting Smart Meters in this area are starting to look and ask questions," Nilsen told 2 On Your Side.
The questions didn't stop there: others about budget billing and hidden usage are answered in the full report above.
Nilsen recommends all NYSEG customers with concerns or questions call customer service at 1-800-572-1111.