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Home » Ontario County » Despite local ads claiming otherwise, RG&E billing issues persist for customers

Despite local ads claiming otherwise, RG&E billing issues persist for customers

  • / Updated:
  • Staff Report 

RG&E customers are still having billing issues more than a year after headlines began cropping up about complaints.

Locally aired advertisements by RG&E suggest they’re moving past these issues, but customers like Christie Hawn, a Henrietta resident who spoke with WHEC-TV this week disagree.

Hawn recounts paying a bill of $1,548 in January, only to receive monthly bills totaling $3,000 thereafter.


Despite several calls to the utility company and assurances of adjustments, the issues persisted. The situation escalated when Hawn’s power was cut off for non-payment of a past-due balance. She and her sons were forced to stay in a hotel for a weekend as she could not gather funds on short notice.

After Hawn settled the due balance, RG&E audited her account, eventually crediting her $889, confirming the company’s billing error. RG&E has since apologized and offered additional credit to cover Hawn’s hotel expenses.

RG&E spokeswoman Alexis Arnold stated that the company is focusing on training its customer service representatives to better handle such issues.