Con Edison billed you incorrectly? Here’s what to do
Summary: Con Ed bills sometimes carry ESCO charges, late fees or a deposit request; each can be disputed separately through My Account or by phone. Unexpected Con Edison fees and charges can be disputed line by line — get an itemized bill and challenge anything you did not agree to.
Why Con Edison billed you incorrectly
- New or increased fees you were not notified of.
- A charge for equipment or service you returned or canceled.
- A duplicate charge or a charge on the wrong account.
Calling Con Edison: what to expect
Con Edison’s line is 1-800-752-6633; customer service is typically Mon–Fri, roughly 8am–7pm ET; the outage and emergency line is 24/7.
To reach a person: press 1 for English, then enter your account number or the phone number on the account, then choose the billing option, then "billing question" or "dispute a charge", then say "representative" if the system loops back to self-service. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through My Account at coned.com (https://www.coned.com); and you may see these names on your paperwork: Con Edison My Account, Level Payment Plan, EAP (Energy Affordability Program).
Step by step: what to do
- Request a fully itemized bill from Con Edison.
- Call Con Edison at 1-800-752-6633 (press 1 for English, then enter your account number or the phone number on the account, then choose the billing option, then "billing question" or "dispute a charge", then say "representative" if the system loops back to self-service) and dispute each charge you do not recognize.
- Ask for written confirmation of any reversed charge.
- If unresolved, escalate to your state Public Utility Commission (PUC).
Common mistakes to avoid
- Paying without an itemized breakdown.
- Not getting reversals confirmed in writing.
What to say when you call Con Edison
- I’m disputing specific charges on my bill — please walk through each line and reverse the ones I didn’t authorize.
Con Edison-specific things to know
- Con Ed bills sometimes carry ESCO charges, late fees or a deposit request; each can be disputed separately through My Account or by phone.
- Ask for the dispute to be logged as a formal complaint so New York’s HEFPA protections apply while it is open.
- Con Ed still issues estimated bills when a smart meter has not reported; an "E" or "estimated" mark on the bill is the first thing to check after a spike.
- Con Ed’s bill splits supply and delivery charges; a spike in the supply portion may be an ESCO (third-party supplier) contract, not Con Ed itself.
- New York’s Home Energy Fair Practices Act protects residential customers from disconnection while a bill is under formal dispute and during medical or hardship situations.
- Con Ed offers a Level Payment Plan and payment agreements; asking for one is a way to stop a disputed balance snowballing.
Know your rights
Utilities must bill you accurately, investigate disputed charges, and cannot disconnect service over a charge that is under formal dispute.
Regulator: your state Public Utility Commission (PUC). If the utility will not correct the bill, file a complaint with your state Public Utility Commission.
If Con Edison will not move, the escalation paths that carry weight:
- Ask for a supervisor or the billing-investigations team if the first rep cannot open an investigation.
- File a complaint with the New York State Public Service Commission at 1-800-342-3377 or online; Con Ed must respond to PSC complaints.
- Ask the PSC for a hearing on a billing dispute if the informal complaint does not resolve it.
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Frequently asked questions
How do I dispute a Con Edison charge?
Request an itemized bill, call Con Edison at 1-800-752-6633 to dispute each charge, and get any reversal in writing. Escalate to your state regulator if it is not corrected.
How do I file a complaint against Con Edison?
Start with Con Ed at 1-800-752-6633 and ask for a billing investigation. If that fails, file with the New York State Public Service Commission at 1-800-342-3377 or online.
Why is my Con Ed bill split into supply and delivery?
Delivery is Con Ed’s charge for the wires and pipes; supply is the energy itself, which may come from Con Ed or a third-party ESCO you signed up with. A jump in supply is often an ESCO rate.
Can Con Ed shut me off while I dispute a bill?
Not over the disputed charge, under New York’s Home Energy Fair Practices Act, as long as the dispute is on record. Keep paying the undisputed part.