Consolidated Edison Company of New York

In short

Call Con Edison at 1-800-75-CONED first, then take an unresolved complaint to the New York Department of Public Service, which can stop a shutoff for the disputed amount while you keep paying the rest. After a final disconnection notice, call the DPS shutoff hotline (800-342-3355) instead of using the online form. File food spoilage claims within 30 days of a non-storm outage. Con Edison does not take gift cards, crypto, wire transfers or payment apps, and pays only through conEd.com or its named payment page.

How complaints actually go

• Frontline and verification line: 1-800-752-6633 (1-800-75-CONED). Con Edison: beware of scammers
• DPS requires you to seek help from the utility first, which is "required by law to assist". Then call the DPS helpline at 800-342-3377 (8:30 a.m.-4:00 p.m., Monday-Friday) or file online. NY DPS: file a complaint
• While DPS investigates, keep paying the undisputed part of the bill, or Con Edison may still terminate service. NY DPS: file a complaint
• If you disagree with the DPS decision, ask for an informal hearing or review within 15 days, then appeal to the Public Service Commission within 15 days of that decision. NY DPS: file a complaint
• Food spoilage claims: Con Edison pays up to $655 for food, with prescription medicine reimbursed outside that cap, when a local distribution outage lasted more than 12 hours within 24 hours. File within 30 days; review takes about 30 days. Con Edison spoilage claim

What tends to work

• Ask for a payment extension of up to 10 days, or, with a Financial Statement Form, special payment agreement terms if you meet income requirements. Con Edison payment plans and assistance
• Use the weather protections: no residential disconnections when the Central Park high with wind chill is forecast at 32°F or lower, or on the day of or before a heat index of 90°F or higher (and two more days if it exceeds 90°F). Con Edison cold and heat protections
• Households where everyone is 62 or older, 18 or younger, or permanently disabled can join CONCERN; enrolled customers are not disconnected from November 1 to April 15. Con Edison cold and heat protections
• For spoilage claims, food losses up to $280 need only an itemized list; losses from $280 to $655 also need receipts, price labels or photos, and medicine needs a pharmacy receipt. Con Edison spoilage claim
• Resource Direct (1-212-358-4565) helps with My Account and payment assistance. Con Edison payment plans and assistance

Traps and fine print

• After a final disconnection notice, DPS says not to use its online complaint form; call the hotline at 800-342-3355 (7:30 a.m.-7:30 p.m., Monday-Friday). NY DPS: file a complaint
• Spoilage from outages caused by storms is not paid. Con Edison spoilage claim
• Pay only through Con Edison's own channels: it names conEd.com/GuestPayment and webpayments.billmatrix.com/ConEdResidential for card payments. Search ads for "Make A Bill Payment" sites are not Con Edison. Con Edison: beware of scammers

Scams that target customers

• Con Edison does not accept prepaid gift cards, cryptocurrency, wire transfers or cash apps such as Venmo, Zelle or PayPal, in person, by phone or by text. Con Edison: beware of scammers
• Callers spoof caller ID, ask for the account number and threaten shutoff within an hour. Account numbers changed from 15 to 11 digits, which scammers may use as a pretext. Con Edison: beware of scammers
• Look-alike sites such as con3d.com and c0edison.com, and the payment site makeabillpayment.com with 1-888-479-3560, are not Con Edison. Con Edison: beware of scammers
• Con Edison says it will never ask for personally identifiable information. Real employees carry photo ID with their name and employee number; verify at 1-800-75-CONED. Con Edison news release, November 2025
• SmartCharge NY never asks for card details through a QR code; only conEd.com/smartcharge and scny.ev.energy are real program pages. Con Edison: beware of scammers