RG&E and NYSEG Reaffirm Commitment to Customers as Arrears Challenge Grows

Helping customers stay connected while providing reliable service for all 
Assistance is available for those who need it 

 

BINGHAMTON, N.Y. — June 20, 2025 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) are reminding customers that they remain committed to supporting households in financial difficulty and of the critical need to address overdue utility bills, or arrears, for the benefit of everyone. 

 

“Taking care of our customers is at the heart of what we do,” said Christine Alexander, vice president of Customer Service at NYSEG and RG&E. “We understand that people are facing difficult times and we want our neighbors to know we’re here to help. A large part of how we help is by working together to bring arrears under control, because when some customers can’t pay, the resulting costs are ultimately shouldered by everyone.” 

 

Arrears - overdue balances on utility accounts - have grown significantly in recent years, led initially by the onslaught of the pandemic and thereafter quickly exacerbated by rising energy supply prices. The Companies do not control, nor profit from, supply prices. As of 2024, NYSEG arrears totaled $103 million with RG&E at $100 million. When account balances like these remain unpaid, the Companies recoup those costs from all customers.  

NYSEG and RG&E urge customers who are behind on their bills to reach out as soon as possible. Both Companies have a variety of assistance programs tailored to customers’ needs that are available to help, including: 

  • Energy Assistance Program (EAP): Income-qualified customers may be eligible for monthly bill credits. 

  • Budget Billing: We calculate a customer’s yearly bill based on last year's use and divide into 12 equal payments. 

  • Deferred Payment Agreements: On occasion, customized payment plans are also provided by the companies to help manage and reduce past-due balances over time. 

 

Customers can learn more and apply for assistance at: 

With winter heating protections ending in April, collections and potential service disconnections have resumed. Disconnections are a last resort, and only occur after a series of outreach steps.  

 

Customers in arrears are provided multiple communications in advance of a disconnection. These contacts include a bill, a reminder notice or phone call, a termination notice with an additional payment period, an additional call, and then an in-person field visit to the residence to collect or shut off service. These measures are intended to provide customers with significant advanced warning before any disconnection is performed.  

 

Media Contact: 
Shelby Cohen 
Shelby.cohen@avangrid.com 
607-788-6785   

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