9 Emails Sent. Zero Responses.
On multiple occasions, ConEd customer service representatives assured the customer that sending an email with a photo of the smart meter and current reading would resolve the billing issues. Every email was diligently sent. Not a single one was ever responded to.
Every email in the table below was sent at the specific direction of a ConEd customer service representative. Every single one includes photo proof and meter identification information. The “Resolution” column tells the whole story.
| Date | Sent To | Reason | Resolution |
|---|---|---|---|
| October 5, 2023 | 718-935-7993@coned.com | Requested photo of smart meter after being billed for not having a smart meter. | No response, rectification, or advised next steps |
| October 13, 2023 | 718-935-7993@coned.com | Follow up on 10/5 email after no response or rectification. | No response, rectification, or advised next steps |
| February 5, 2024 | 718-935-7328@coned.com | Requested photo/proof of meter reading in response to billing issue. | No response, rectification, or advised next steps |
| May 14, 2024 | bordesr@coned.com | Requested photo/proof of meter reading in response to billing issue. | No response, rectification, or advised next steps |
| May 16, 2024 | bordesr@coned.com | Follow up on 5/14 email after no response or rectification. | No response, rectification, or advised next steps |
| May 29, 2024 | 718-935-74460@coned.com | Requested photo/proof of meter reading in response to billing issue. | No response, rectification, or advised next steps |
| May 24, 2024 | 718-935-74460@coned.com | Follow up after no response or rectification. | No response — representative Jacqueline left voice messages that ultimately resulted in no resolution. |
| May 26, 2024 | 718-935-74460@coned.com | Follow up after no response or rectification. | No response — representative Jacqueline left voice messages that ultimately resulted in no resolution. |
| July 8, 2024 | 718-935-74460@coned.com | Follow up after no response or rectification. | No response — representative Jacqueline left voice messages that ultimately resulted in no resolution. |
The Pattern
The emails were sent to multiple different ConEd addresses over a nine-month period from October 2023 through July 2024. Each was prompted by a customer service representative who specifically requested the photos. The pattern is unmistakable:
- Customer calls ConEd about billing dispute
- Representative asks customer to email photos of smart meter
- Customer sends email with photos and meter identification
- No response is ever received
- Customer calls again, is told to send another email
- Cycle repeats
One representative, Jacqueline, left subsequent voice messages after the May-July 2024 emails, but these ultimately resulted in no resolution either.