ROCHESTER, N.Y. — A billing error first uncovered by News10NBC in April will now cost some RG&E customers more money.
News10NBC Investigative Reporter Jennifer Lewke broke a story in April about incorrect weather temperature data printed on RG&E bills. At the time, the utility said its error didn’t impact the price that customers paid but that is not the case for everyone.
It was Peter Collinge who first called News10NBC about inaccurate weather data on his bill. “The March one (bill) said that March 2026, the average daily temperature was 13 degrees and I just said, no way, this is nowhere near right, last year it was 41 degrees,” Collinge said.
Customers on different billing cycles saw slight differences in the printed averages but none of them were accurate. When News10NBC’s Jennifer Lewke ran it up the chain at RG&E, the utility blamed the error on a software problem and promised accurate information moving forward.
“At least this one’s not costing us any money,” Collinge said at the time. But it turns out, that was wishful thinking.
In a statement on Wednesday, a spokeswoman for RG&E told News10NBC, “Last month, an issue was identified with weather-related data used in customer bills for a limited period. The issue occurred following a computer system upgrade. After further reviewing this matter, we determined that incorrect temperature data affected certain billing calculations between February 19 and April 11, 2026. We notified our regulator, corrected the underlying data, and are applying one-time adjustments to affected accounts so that bills accurately reflect the appropriate charges. Some customers may see a credit, while others may see a charge, depending on their usage during that timeframe. We recognize that bill changes can be inconvenient, and we are committed to working directly with any customer who has questions or needs assistance, including flexible payment options where appropriate.”
RG&E pointed to what’s known as a “weather normalization” charge, which is a mechanism that utilities use to smooth out rates during unusually hot or cold weather, but March and April were no colder than normal.
RG&E is calling and mailing customers who are impacted. The utility was unable to say how customers could tell whether they might be one of the folks impacted. For two-thirds of people impacted by this, it’ll be less than $25 whether it’s owed or a credit. For most of the rest, it’s about $45 or less.
News10NBC Investigates: RG&E customers may owe more money after utility’s software error printed wrong weather data on bills WHEC.com.
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