NYSEG customers seek answers after bill costs skyrocket

DEPEW, N.Y. (WIVB) — Numerous NYSEG customers are speaking out against the energy provider after they reported their monthly bills have gone up hundreds of dollars.

Residents claim NYSEG’s new smart meter technology is to blame for their electric and gas bills going through the roof.

NYSEG senior manager for communication Shelby Cohen told WIVB News 4 the smart meters make readings more accurate, transmitting actual usage back to NYSEG to eliminate user error.

“NYSEG and RG&E generate two million bills per month across the state,” Cohen said. “And of that we experience about one-half of one percent of customers needing to call us and look into an issue that they see on their bills.”

NYSEG also said these smart meters have nothing to do with larger bills but factors like increased seasonal usage, increased natural gas cost and discrepancies between estimated and actual readings.

“We don’t have central air, all LED lights are all newer, smart energy appliances that come with a little sticker that say they only cost so much during the year, so it doesn’t add up,” said Depew resident and NYSEG customer Mike Treadway.

Neighbors on the Facebook group “NYSEG Needs to be Held Accountable” claim the new meter is to blame for bill issues. One group member reported that in the last four years, they have never had a bill over $100. After the smart reader was installed, their bills reached upward of $300.

“This is an 800-square-foot apartment,” Treadway said. “I’m rarely here to begin with. To see my bill raised three times is a little little strange to me.”

Customers do have the option to opt out of the smart meter, however, that comes with a charge of over $13 on a monthly bill

“We are required to assess the opt-out fee in order to maintain those legacy meters and the infrastructure necessary to read them,” Cohen said.

Another concern is that the NYSEG’s website says these meters give off slight radio frequencies

“The radio frequency admitted by these devices is extremely low, lower than that of many other household devices that you may have in your home like cell phones and microwaves,“ Cohen said.

Over 700,000 smart meters have been installed in New York State, according to data on the New York State Department of Public Service website. NYSEG reports over 132,000 households are 60 days behind on their utility bill, and Treadway said this only makes the “little guys” situation worse.

“NYSEG has a monopoly over the area, we have no voice,“ Treadway said.

NYSEG is hosting an in-person open house about smart meters on Sept. 26 at the West Seneca Public Library.

You can contact NYSEG’s customer support here or by calling 1-800-572-1111.

Dillon Morello is a reporter from Pittsburgh who has been part of the News 4 team since September of 2023. See more of his work here and follow him on Twitter.