Rochester Gas & Electric is just one of several utility companies across upstate New York that are shutting off the power to some customers who are unable to pay their bill.
It doesn’t happen overnight or without warning, but thousands of utility customers are being left in the dark during these difficult times.
“Anxious, frustrated, overwhelmed. Because that’s a frequent thing these days. It’s just one more thing to add,” said utility customer Katy Hutchings.
The struggle is real to keep the lights on.
“I knew I was behind. I had lots of bills; I don’t get paid a lot,” Hutchings said.
Hutchings is a doctorate graduate from the Eastman School of Music and is among thousands of utility customers finding it difficult to keep up the current economic climate.
“I didn’t hear a doorbell ring. I didn’t hear anything. There was…I just woke up and my electricity was off, and there was a notice on the door saying, ‘We stopped by. We missed you. We shut your electric off,” Hutchings said.
After speaking with the electric company, Hutchings was left with no immediate option but to pay in full to have her service restored.
“I explained to her, I don’t have that money and I need my electricity turned on today, if possible, because I have food in my refrigerator that is going to go bad,” she said.
For Hutchings, there were feelings of fear and panic.
“I’m overwhelmed, I’m paralyzed, I can’t do anything. This is all embarrassing to admit publicly. I mean, I am not proud of this,” said Hutchings.
She is not alone in that feeling. The Department of Public Service confirms National Grid shut off electric or gas service to more than 15,000 upstate New York residential customers for nonpayment in the month of May this year.
DPS also provided a breakdown for termination of power due to nonpayment for the month of June.
It reports that the utility services of more than 10,500 NYSEG customers, more than 7,000 RG&E cutomers and more than 13,700 Niagara Mohawk customers were shut off during that month.
Hutchings describes her call to the utility company and her effort to get her power immediately restored.
“And she still said, there’s nothing we can do. You have to pay this amount. Which, by the way, I don’t know if I told her, but it would have left me $6 in my checking account,” she said.
Despite that, she moved forward with that payment and service was restored later the same day.
DPS says New York state’s Home Energy Fair Practices Act (HEFPA) provides customers with protections including deferred payment plans, health and safety protections, and notification before shutoff.
RG&E states disconnections are prohibited during extreme weather, with temperatures forecasted at 32 degrees or lower, or those over 90 degrees.
“Each utility has a responsibility to collect on past-due customer balances and there will be time periods when the utility will conduct a greater number of disconnects. When past due balances remain unpaid and become uncollectible, that expense is passed on to all ratepayers and can negatively impact rates,” said a representative of DPS.
Now Hutchings tries to find a way to make sure the lights don’t go out again.
“I’m constantly stressed about it,” she said.
A NYSEG and RG&E spokesperson released a statement Thursday, saying “disconnection for non-payment is always a last resort.”
“Electric and gas utilities operate under a comprehensive customer protection framework established by the New York State Public Service Commission. This framework includes advance notifications, flexible payment arrangement options, and additional protections for eligible customers facing financial, medical, or other hardships.
“We recognize that some customers may experience financial difficulties and encourage anyone who is struggling to contact us. Our focus is on helping customers maintain service, as disconnection for non-payment is always a last resort. Before service is disconnected, customers with past-due balances receive multiple notices and outreach attempts, such as bills, reminder notices, phone calls, termination notices, and an in-person field visit.
“Customers are encouraged to contact us as early as possible so we can work together to identify solutions. There are several assistance programs available, including the Energy Affordability Program (EAP) and the Enhanced Energy Affordability Program (EEAP) to help customers manage their energy costs.”
There are other ways to get help to prevent a termination of service, including the Home Energy Assistance Program (HEAP). For more information on that, click here.