Atlantic City Electric

May 30th, 2018
Re Accts 5500 7691 599 & 5500 5065 127
Our company owns 6 restaurants and has an office. We pay our bills on time. In an instance in January 2018, we paid for three invoices on one check. Two of the invoices were credited, and the third (first account noted above, was not). Upon calling them to find out, they asked us to send a copy of the cancelled check, wherein was noted the three accounts. Simply stated, they misappropriated, mishandled, or somehow lost track of what they did with the money ($3640.69). Once they saw the proof they had received the money, did they say they would take care of the situation? No, they acted as though we did not pay them, and took no responsibility for the missing funds (the funds certainly came out our bank and into their coffers).
In February, we faxed them copies of the cancelled check, front and back. We also noted that the other two businesses were credited for their portion of the check. Their initial response from the February 14th fax was to do nothing. We called, and they suggested that they didn’t get the fax. We sent it again on February 26th. Their response to that was to misplace the fax (we were told months later).
Meanwhile, rather than simply credit our account, since we had already proved we had made the payment and that they had our money…they sent the next bill with that same amount showing as “past due”…followed by a letter dated March 27th, a FINAL NOTICE OF DISCONTINUANCE OF SERVICE…and demanded that we immediately pay $1592.37. Someone actually came to our office to get the check.
Again, rather than admit they had our money and that they needed to find it…in a letter dated April 19th, they slapped a deposit on our account of $3585.00 due to our failure to pay for the $3640.69 which they already had. And because we didn’t volunteer to come to their offices and help them find the money we already paid them, we would have let them keep that deposit for two years.
Our bookkeeper was at her wits end, and then I started to call customer service. May 10th, after being on hold for 80 of the 90 minutes I was on the phone, I spoke to a Latasha McKindra (located in Texas), and she supposedly worked on fixing the situation. I was quite upset, but not mean. By the end of the conversation, she promised that she would find the missing money, she would remove the “deposit” from our account, and stop all negative reflections on our account. And, that she would get back to me. She had not only my email address, but also my cell phone. When I heard nothing back after a week, I tried calling the direct number she gave me. It was bogus. I tried emailing her direct email…it came back with issues and was not delivered each time I resent it.
Now it’s May 23rd, and I decide to start over again and end up speaking to Kim in Delaware. We go over the whole situation, again. She assures me that the $3640.69 supposedly due in the one account will be fixed and that the “deposit” charge has been removed. And to prove it, she faxes me the most current statement reflecting that. She also gives me her direct phone number so we can discuss any issues stemming from the new adjusted bill. I think I have finally gotten somewhere and then I see the bill.
The bill dated May 21.2018 shows the new electric charges for $1578.24, and the new Constellation supply charges for $2210.00 (the two charges I would be expecting)…and a “balance forward” charge of $1992.63. I had no idea why we would have that so I called Kim’s phone, and left a message, including a request that she call me back on my cell phone. The problem, after doing a little deeper dig, is that balance was the difference between the extra $1592.37 we were forced to pay and the $3585.00 Deposit charge which was supposedly removed. So, the deposit was NOT removed.
But wait, if you hand on for one more paragraph, there’s more. The $3640.69 that was credited back to the account ending in 599 was charged to the account ending in 127 on May 15, 2018 invoice…so NOTHING was FIXED.
We need a letter explaining that the $3640.69 has been actually credited to the account ending in 599, removed from the account ending in 127. We need the “required deposit” to be removed, and the $1592.37 credited back to the account ending in 599. And finally, an APOLOGY for the hours of time your company’s mistakes have cost our company and for the INSULTS directed at us with your threats to shut off our power. And we need this NOW!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

The customer had a new meter installed on 9/25 which will record the amount of electricity generated by her solar panels. The October bill showed usage from her previous meter before the exchange, and the November bill showed the usage after installation. That was a 54 day period (9/25 to 11/18)....

The December bill will show a normal billing cycle. Atlantic City Electric services this area, so there is no option to have another Electric Utility Company for Delivery. There is the option to have a Third Party Supplier for the Supply portion, however. We hope this information has helped.

[redacted] was assessed a $230.00 security deposit on 12-4-15 due to two returned payments in a 12 month period from June and December 2014.  Additionally, [redacted] has had 10 late payments in the past 12 months and owes a past due balance of $350.59. The deposit of $230.00...

will remain until the account is closed or an satisfactory payment history is established.

The refund check mailed on 6/18 was sent to an incorrect mailing address.  ACE's Accounts Payable department has stopped payment on the check, corrected mailing address  and reissued another check for $959.89. This check will print tomorrow, 7/31 and will be sent over night to Ms. [redacted] the same day. I called customer to advise but she was unable to talk, she stated she will call me back because she was driving.  [redacted]

The deposit refund for $185.00 was processed on August 11, 2016.  ACE will be addressing this matter internally with our Credit Department as the first two requests were not completed properly.

Please relay our apologies to [redacted]  A representative made an error in the payment date.  ACE credited [redacted] $80 for overdraft fees on 9/28/15.

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I spoke with Ms [redacted] today advised due to improper preparation of her account the service was transferred back into the previous customers name as of 1/30/2015 and her deposit she paid of $190 was refunded back to her (customer states has received deposit refund. Advised has sent to billing to...

reactivate her account and advised will be billed a deposit of $190 due to previous deposit paid was refunded on 6/25/2015. Customer will be back billed from 1/30 to 6/26 advised to call me directly if she would like to be set on a 12 month installment plan to pay the backed billed portion of her bill or id she has any other concerns regarding her account.  Gave customer my direct phone # to contact me.[redacted] x [redacted]

A refund check of $115.12 was mailed out on 1/30/2015, this amount reflects the deduction of Ms [redacted] December Bill of $49.77 and her January's Bill of $55.25. Ms [redacted] requested a refund of her deposit on 12/12. The CSR issued a request which has to be  sent to our Remittance Processing...

Department, which may take a couple of days to receive and  can take up to 7-15 days for processing and disbursement.  ACE changed over to a new billing system as of 1/05/2015 and there were no transactions processed after 12/26/2014 due to the change over. ACE has experienced some delays in transaction due the fact that many transaction received had to be entered manually. ACE apologize's for Ms [redacted] delay in processing her deposit. Gwen J[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

In or around November 2014 ACE notified all customers that we were switching to a new billing system and their account numbers would change. The new billing system went into effect January 2015.  [redacted] was assessed a $230.00 security deposit on 12-4-15 due to two returned...

payments in a 12 month period from June and December 2014.  Additionally, the change in account numbers did not cause any delay in posting payments—the system wasset up to recognize the old account number and post the payment accordingly.  Below are a list of payments amounts and posting dates:12-5-14                 $150.001-5-15                   $200.002-5-15                   $185.003-16-15                 $160.004-9-15                   $160.505-7-15                   $140.006-8-15                   $115.007-8-15                   $120.00The balance is $350.59.  [redacted] has had 10 late payments in the past 12 months.  The deposit of $230.00 will remain until the account is closed or an satisfactory payment history is established.

ACE's, Psoition remains the same please see previous response.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

spoke with TODD [redacted] about [redacted]
[redacted] # 2FL--explained service was not connected 12-11 because no order was issued. showing he called 12-9 to request service but rep was having pc issues and said she had to transfer him. can't locate who he spoke...

to after that for the move-in request but no move-in was entered and the ref [redacted] he was given is not a valid order #. also confirmed the mailing address has been corrected for this account apologized for errors and advised I waived the $15 connect fee [redacted] E PINE--was assessed $285 due to an internal credit worthiness ("CW") score.. The CW score is being impacted by an outstanding balance for a prior account [redacted] that has an unpaid balance of  $246.15. This was for [redacted] but covered services from Dec 2014-Mar 2015. Service was transferred into [redacted] name by [redacted] who was a handyman at the location and did not have authority to make such requests.  There was some confusion  about this account and the bills were being sent to a post ffice box in Millvile and not the Virginia Beach address.  It appears that Mr. [redacted] may have been living at the property unbeknownst to Mr. [redacted] until after the fact; however, Mr. [redacted] accepts that [redacted] would have been responsible for the service during this time period.  Since there was some quesiton surrounding Mr. [redacted] setting up the service, ACE will remove half of the balance making Mr. [redacted] responsible for $123.  [redacted] is agreeable to this and a new updated bill will be sent to him. I have also waived the $285 deposit since all his other accounts are in good standing.

Complaint: 10423720
I am rejecting this response because:
 I’ve recently filed a complaint with Atlantic City Electric on 1/31/2015 and recv’d a response on 2/2/2015 stating the issue was resolved and they would refund my remaining deposit of $115.. My original deposit amt should’ve been $220 but they continued to deduct months from this AFTER I called many times to tell them not to. The reason for this email is because I called Atlantic City Electric last night and was told my issue was still in research and they had NO information on my deposit mailing. I was told to call back today and ask for Gwen J[redacted] They are experiencing a 2 hr wait time to talk with someone and I don’t have that type of time to be on hold that long. I’m am seriously depressed over this as I’ve explained to them several times that this is a financial hardship (as I was waiting and depending on this money to assist with paying other bills).  I am at my wits end with this deposit and knew it was a lie when I read they said it was mailed on 1/30. Please, if you can, please assist me with this issue in getting the remaining monies that are owed to me mailed. [redacted]
[redacted]
[redacted]
[redacted]

Emailed response to customer on 8/19/2015 - - Per the voice mail message I left for you this afternoon, please accept this email as Atlantic City Electric's response to your inquiry from the New Jersey Board of Public Utilities.Attached, please find a monthly breakdown of the usage and charges you...

were billed for.  The items highlighted in yellow reflect the breakdown of the usage that you were bulk billed for on your May 2015 billing for 6327 KWH.  Additionally, due to prior rate adjustments that were not accounted for when the account was previously adjusted, I have placed a credit on the account in the amount of $54.38.  The total balance on the account is currently $1,992.15.  The account has been noted that a minimum payment of $200.00 would be accepted in order to avoid further collection activity and to place the remaining balance of $1,792.15 on a 24 month payment arrangement.  This comes out to approximately $75.00 plus the current bill each month.  Kindly contact our Customer Service Department to report payment and set the above referenced payment arrangement.

Complaint: [redacted]
I am rejecting this response because: they arent asking for...

a protion of the bill to be paid when I spoke to the elertic company again a week ago they told me I have to pay 4856 $ before any services would be restored so how is that a portion that is a combo of my old bill at a old address of 675 and the roomates full bill 
Regards,
[redacted]

The customers bill for March, billing period from 02/04/15 through 03/05/15, was billed based on an estimated reading due to inclement weather conditions. The April reading, 04/02/15, came in higher then usual. A special reading was obtained on 04/24/15 which verified the meter reading for April was...

correct. ACE has since read the meter for May, June, July and August verifying additional consumption on the meter. The Company bills customers based on the amount of energy that registers on the meter. We are unable to tell customers what is using the service, however, Company records show the customer implied to a Customer Service representative she used space heaters during the winter months which could easily explain the additional consumption.

II spoke with Mr. [redacted], advised that I thoroughly reviewed his account and based on the actual read of his final bill ant the actual September 2015 read, his billing is correct.  Customer’s final bill was for $3004.83, includes final bill from 8/11 to 8/28 was $828.40 for 17 days, his...

previous balance which included his past due August bill from  July 11 – August 10 for $1492.93 and his corrected July Bill from June 10 – July 10 of $1289.01.  Customer’s July bill was under estimated at $620.41 and corrected to $1289.01 based on the August 10 actual read, which left a balance due of $683.60.  Customer stated his house was empty during the above billing periods.   Advised customer due to the final August 28 read and the September 10, actual  read, the usage that registered on the meter  was correctly billed.   Although customer’s house was vacant there was usage registering on the meter.   There are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliances.  Sometimes there are issues with an appliance that customers are not aware of until their usage increase such as their heating/cooling system, well pumps, leaking pipes, swimming pool filters/ heaters and hot tubs, etc.  Below is the usage comparison from the past 3 years for Mr [redacted]’s property. Also if the property is vacant and heating or cooling is being utilized the usage would be higher due to the open area being heated or cooled.. 2015 2014 2013 Month KWH Days Billed Month KWH Days Billed Month KWH Days Billed June 3333 32 $614.57 June 1501 30 $238 June 2003 30 $355.07 July 6663 31 $1,289.01 July 3662 32 $660.26 July 6095 30 $1,201.06 August 7710 31 $1,492.83 August 5526 29 $1,001.80 August 6265 30 $1,257.34 Final Bill 4278 17 $828.40 Sept 4341 30 $787.89 Sept 3410 32 $679.81 Total 21984 111 $4,224.81 Total 15030 121 $2,688 Total 17773 122 $3,493.28