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Atlantic City Electric Reviews (131)

Review: Atlantic electric is trying to charge me an extra $600.00 for paying my bill 14 days late. I am paid to date, next bill due Oct14. The bill in question is my September 2015 bill for period Aug 22 to Sept23. MY balance on my June -July bill was 354.02 due on Aug 14 and was paid on September 9.....my next bill July -Aug bill balance was $295.00 due on September 14, and was paid on September 28 through TDBank. My next bill Aug -Sept bill is the bill with the extra $600.00 charge on it, When ask why the charges were applied they said it is a security deposit. Security deposit for what, my electric was not shut off, it was just about 14 days late. When ask to talk to a supervisor there was no one around and that someone would call me back in 24-48 hours. I will contact my attorney if charges are not dropped.Desired Settlement: desired outcome is to have the $600.00 charge dropped. and to have this look into to see if this is legal.

Business

Response:

A review of the customers account shows that a balance is carried most months. There are times that bills go out back to back with no payment in between. Bills are due to be paid on time in full each month. If a customer is in default in payment of their bills the Company is able to assess a deposit. This information is available on line in Atlantic City Electric's Tariff and in the New Jersey Administrative Code, [redacted] (d). The amount of the deposit billed is an average bill over a 12 month period plus one. Deposits are refunded after 12 consecutive payments in full from the date the deposit was paid in full.

Consumer

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.]

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,

Review: I moved in 4/2015 to [redacted] and had to switch electric companies from [redacted] to Atlantic City Electric. After receiving my first bill, they added a security deposit of $105, which could be removed/refunded if a letter of good payment history was faxed from previous company. I called [redacted] 3 times and had 3 letters sent to ACE on 5/19, 6/19 and 8/4. Each time ACE said letters were not acceptable due to lack of end service date in letter. Numerous calls placed to [redacted], they state letters are standard form w start and end date. was told by ACE customer service the person at ACE who reviews said letters has no contact number. ACE also said payments would be applied to deposit first so per that logic, it should be paid off. Joined their budget billing and as of Sept, monthly payment was 0, no deposit requested. October as well. recvd call from ACE on 10/22. Bill for 10/2015 incorrect and I owe $98, plus a $200 security deposit. Called them back later at night and requested after 6 months of good payment history to have deposit removed. Asked for a manager, none was available so they said they would have one call next day. Did not receive a phone call the following day. However, I received an email on Sat, 10/24 stating my bill was now $604 with less than 2 weeks until the due date. Emailed a complaint to them and still have not heard back.Desired Settlement: I would like all security deposits removed from my account, I had more than one year good payment history w/ [redacted] and now 6 months with ACE, I shouldn't have to pay a deposit when 3 separate letters have been sent proving this. Also, I would like this supposed $604 bill reduced back to the $98 they said it was.

Business

Response:

11-2 spoke with [redacted] about deposit of $105. [redacted] sent us letter of credit but end date missing. She says [redacted]was to resend. Advised will check into that and call her back. Also had an error on her budget. She set it up online and because she didn't have 12 months of history the budget was set at $0. She understands that the $604 was the total amount due and was already set up on a 3 month arrangement for the $604. She made a $150 payment so I reset her arrangement to bill + $163 3 months.11-3 called [redacted] back and advised we don't have the letter of credit anymore--asked her to have [redacted] fax me one and provided my fax [redacted]. Advised will touch base with her after I receive it.

Consumer

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.]

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,

Review: I sold my house in [redacted] Nj on Jan 14, 2015. AC Electiric sent a final statement that I was owed $198.46 credit. It is now March 26, 2015 and I have yet to receive. I have called multiple times, the last 2 being March 16 and again March 26. Each time I am told the refund is being requested and mailed and supposedly taking another 7-10 days. They obviously are delaying my refund in the hopes that I will forget. This is a terribly unethical business practice.Desired Settlement: Mailed immediately.

Business

Response:

I spoke with the customer and apologised for the delay in processing her refund. Her refund check will be issued tomorrow 04/10/15.

Consumer

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I finally received the check today.

Regards,

Review: Ever since the South Jersey Tornado that ripped through and destroyed homes this summer, Atlantic City Electric has raised its pricing and lowers its customer service standards. We lost power for about 6 hours or so which is absolutely on the lower end of the spectrum. But where we credited that time we lost? No. My bill was higher than the previous month. I let it go because I figured it was summer and maybe we just used more electricity. Then the bill came for the next month and I was floored. It had DOUBLE. We own a rancher with a basement with no central air. How it that possible? So I called customer service and spoke with a woman who said "your usage went up". She had a snarky attitude and was completely rude. I asked to speak with a supervisor and that supervisor told me the meter could be off. We compared numbers on the estimation vs what the actual meter said. And turns out the meter was off. He said I would get a credit on my account. OK great. Fast forward a few weeks and I get another bill EVEN HIGHER THAN THE LAST. and no credit. I called again and speak to another CSR who basically says billing closed the credit because the difference wasn't enough to matter. Are they joking? and unfortunately when I have spoken to my neighbors about this, our whole town is having problems is ACE right now. $700 and $800 for 1 month of electricity and the response from ACE is to "get on a payment plan" or "unplug everything and then watch your meter to see what happens when you plug them back in". So disappointed in their lack of customer service and these inflated bills.Desired Settlement: I want someone to call me who isn't just going to tell me I'm " [redacted] outaa luck" and actually help me. I'm so frustrated with the process of having to call them every month and FIGHT about my bill. Its very unprofessional. and its makes me (and others) feel like they bills are just hiked to pay for the overtime from all the help that was required from the Tornado

Business

Response:

Atlantic City Electric is a regulated utility, we are unable to raise or lower rates without approval from the New Jersey Board of Public Utilities. The rates have not been raised since the storm. Changing rates is a lengthy process. When customers experience an outage there is no electric being used and therefore no electric consumption registers on the meter. Meter's work like car odometers, they are continuous. If a meter reading or estimated reading is higher or lower then what was used the billing automatically adjusts with the following reading. The customers bills were higher during the summer months this year over last. The customer states they have no central air, could they have been using window air conditioners? If they installed a pool, above or in-ground, the usage would increase with the use of a pump. There are other reasons a bill can increase ie: additional family members in the household or broken and/or inefficient appliances to name a few. The customers average bill during the months of July, August and September was $181.25 not $700.00 or $800.00. Now that the weather is becoming cooler the bill dropped to $96.93. Unfortunately, we are unable to tell customers what is using the service inside their home. As a regulated utility we bill customers for the usage that registers on the meter servicing their property.

Review: I went to pay my electric bill online at the beginning of this year and saw that I had charges in excess of $3,000. I immediately called Atlantic City Electric sure that it was an error. The Customer Service Representative told me that it was a bill from my old address (I was in my new apartment for over a year by this time). The CSR then proceeded to try to make me pay an arrangement. I refused because different CSR's gave me conflicting stories of me not being billed correctly, the meter was broken, the meter was tampered with. I paid what was billed to me. I couldn't fathom that the meter was read for two years and nobody caught the problem until three years later. That's when I was told that they hire outside contractors! Not my fault! Furthermore, I hadn't even received a billing explanation of this. A CSR told me that I would receive a bill shortly. When I received the bill, It as just a spreadsheet with numbers on it that looked like I could create that on my own computer. I then filed a board of public utility complaint and contacted my bankruptcy lawyer. I came home one day and discovered that my electric was disconnected for the previous bill from the old address (A bright green postcard was on my door)! My bankruptcy lawyer was calling them and the revenue department never called her back and this was prior to the disconnection. I was forced to make a payment arrangement to get my electric reconnected after a week. I had to pay $1200 and make an arrangement for an extra $100 per month. [redacted] was assisting me and assured that 25% would be taken off and that never happened. She was also supposed to get me a detailed computation of how the bill was computed and contact the revenue department for bankruptcy deductions. Even she stopped answering and at least thirty messages and emails were left. I feel as though I am being scammed. I have notes of the dates, times, and names of people that I talked to, but there's not enough space.Desired Settlement: I would like a detailed statement of how the charges were computed, because my old apartment was gas as well as electric; and stayed cool because it had ceiling fans and a huge terrace. Also, I would like for the 25% to be taken off, I would like to have my bankruptcy applied, and for my bill to be adjusted accordingly (I would like a detailed copy of how the adjustments are applied too). Furthermore, I want any credit refunded to me. I don't want it applied to my bill. I want my payment history to be in good standing so that when I move back into the PSEG area, at the end of my lease, I wont' have to pay a deposit (I was never a late customer or carried a balance prior to this and brought this issue up - I was told that I would be in good standing, but there's no trust in their words).

All the bankruptcy information was faxed to the revenue department.

Business

Response:

Our records indicate that [redacted] previously had service at [redacted]. Her service at that location ended in December 2012. On August 20, 2013 ACE went out to the property and discovered that the meter at the location was not functioning properly. The meter was exchanged at that time and it was found that the disk boot inside the meter was jammed which resulted in the meter not registering the full amount of usage consumed at the property. The prior accounts were reviewed and it was confirmed that this meter had not been accurately measuring usage at the property since March 2010. All accounts from March 2010 through August 2013 were adjusted based on actual usage from the location prior to the malfunctioning meter. [redacted] was receiving monthly bills ranging from $2.00 - $3.00 per month the entire time she was at the property. She should have reasonably know the bills were incorrect but there was no record she ever alerted ACE of any problems. Per NJAC ACE can backbill accounts due to meter inaccuracy if the customer should have reasonably known the usage was incorrect. I did review this matter further with my Supervisor. It was agreed that [redacted] while she benefitted from the incorrect bills while at the location, the problem or tampering of the meter was done prior to service being placed into her name. Based on those facts, ACE did agree to reduce the total amount of the adjustment by 25% but the terms were never agreed to by [redacted]. I did attempt to contact [redacted] as well as her Bankruptcy attorney several times. On July 28, 2014 ACE was contacted again by the NJ BPU and a written response detailing the settlement offer was sent to [redacted] and the NJ BPU. Per the agreement letter [redacted] was to sign and return the agreement letter. Upon receipt of the agreement letter the adjustment would be processed on her account. To date, our office has not received the signed agreement letter. Once the letter has been received the adjustment can and will be processed on her account.

Review: Installation Dept. does not return phone calls or reply to e-mails messages with regard to request to change out normal meter to one compatible with my new solar installation Have called them four times and sent two e=mails but only get excuse that they are busy and may not respond for up to 72 hours. It has been much longer than 72 hours at present and my solar installation has been idle for the past three weeks and this is costing me higher rates. Other residents in my area tell me that is it common practice for ACE to delay installation of the modified meter because once installed they receive less revenue.Desired Settlement: Prompt response to my request for a new meter. If delayed much further I will be asking for a refund on their charges since they prevented my financial benefits from use of the new solar equipment.

Business

Response:

We apologize to Mr. [redacted] for the delay. HE was emailed today verification of his completed application and we have issued the order to change the meter. Once the meter is changed he will receive a a Permission to Operate notice, informing him he can turn on his solar system

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They have not answered or justified why numerous phone calls and e-mails are routinely ignored. This gives the likely impression of stonewalling and is poor business practice because the customer is in the dark as to status, required procedures and reasonable schedule times. My meter change out was clearly not a physical replacement but an adjustment which caused a 15 - 20 loss of electricity and less than 5 minutes time on the part of the technician, who arrived unannounced. If I had not been home and the meter changed, I would not have known to switch the required electrical settings to allow the solar panels to provide some of the electricity, again losing the potential cost savings. The answer about the two week delay from receipt of approval until meter change out is vague and not substantiated by specifics like the number of customers ahead of me for meter modification.I still feel that their procedures are designed to delay the meter changeover since they start losing revenue at that point!! I would like for them to demonstrate honestly that this is not the case o if they cannot do so issue a credit for the lost savings I experienced.

Regards,

Business

Response:

As previously explained, the turn around time for a meter change, which is a physical replacement of the meter, is not an immediate action. There is other work performed by our service personnel as their sole job is not just changing meters for solar installations. All customer work must be scheduled and worked accordingly. Mr. [redacted] may feel that two weeks is a delay; however, this is normal turn around time to complete such service requests.

Review: On 5/28/14 Atlantic City Electric sent us a letter stating if we did not pay $157.95 by June 12th, our power would be turned off. Every bill we have ever received from ACE has been paid in full and on time. On Monday morning, we call the business office and spoke with [redacted] He told us we did not owe the $157 but actually closer to $6000. He could not tell us where this charge was coming from but told us he would look into it and we would receive a return call within 24 hours. We received no return call. On Tuesday morning we called again and spoke with [redacted] he said to be patient and we would receive a call before the end of the business day. We received no return call. On Tuesday at 5PM we called and spoke with [redacted] who could not give us any answers or connect us with a supervisor-she again said we would receive a call within 24 hrs. No return call was received. On Wednesday morning, we call again. This time we spoke with [redacted] who said that adjustments had been made to our account and we owed approximately $4500. She could not explain where these charges came from. She transferred us to a supervisor- [redacted] ([redacted]). [redacted] could not explain what the charges were for or where they came from but could see that someone in the billing department had made some corrections. She said she would need to speak to that person and get back to me. I asked if I could come to their offices and speak to someone in person. They said the closest office to my home is in [redacted]-about and hour and a half away. I said I would do that if necessary, [redacted] said she could resolve this, just wait for her return call. As of right now, I have not received a return call. As far as I know, my power will be shut off within 8 days and there is no one at ACE that can answer my questions or explain what is happening. Please help me!Desired Settlement: To have these unsubstantiated, unbilled charges removed from my account.

Business

Response:

The total balance on the account is currently $3,464.85. The account was previously being billed from estimated readings as the meter was previously exchanged in the field but never updated in ACE's billing system. The account was readjusted on May 16, 2012 to correct the usage on the meter from August 2013 through April 2014 based on the install reading and current reading on the meter. This resulted in a debit adjustment on the ACE distribution charges totaling $405.74. The total of the ACE Distribution charges including the current May bill is $459.31. The corrected adjustments have been sent to the third party supplier. Once the corrected charges are received from the Third Party Supplier a corrected bill will be sent to Ms. [redacted] Payment arrangement can be provided once the corrected charges have been sent back to ACE by the supplier if needed at that time.

Review: I own a condo that I use as a rental property. The address is: [redacted]. The property was vacant ( in between tenants) for 5 weeks from June 28, 2013 to August 5, 2013. At that time, the air conditioner was off, windows were open and nothing was in the small condo. The only thing running, electrically was the empty refrigerate on a medium temperature. I received an electric bill, the first week of July for $65. I called Atlantic city electric and said this can not be right. The bill was automatically transferred into my name 5 days ago. The property is vacant. How could the bill be $65? The customer service rep stated that he would have someone go out and re read the meter. He would call me back on Monday (this was on a Thursday). Monday came and went. No call all week. My next bill arrived around August 5 and it was $185! I called and immediately asked to speak to a supervisor. She got on the phone, was unsympathetic and not at all professional. She stated that the meter was read on July 5, before I first called and they said they would go back out that week and re read. Obviously they did not. And, she stated that it was read again the first week of August. She stated that this was the correct charge. I explained to her that this is a small, 600 sq ft, empty condo. If I was living there everyday with the air on, I do not understand how it could be that high. I assumed something was completely wrong. I asked what we could do about this problem. She said nothing, the meter has been read and this was correct. I asked if the meter could be broken, or if someone was "stealing" the electric since it is a condo development. She stated no. I asked if there was any way that I could appeal. She stated no. I have to pay the $185 bill.Desired Settlement: We need to figure out why the electric bill is this high. I have been renting this condo for 8 years. In between tenants when it is transferred into my name for a month or less, I get a bill around $20. This year 185!? No way. I should not have to pay this amount, it is absurd and we need to figure out what went wrong and how to correct the bill. In the meantime, I sent a payment of $20 to avoid being put into collections.

Business

Response:

Service was established in [redacted]'s name on 06/28/13. The first bill was 07/05/13. After further review of the reading used to when the account was initiated 06/28 and the reading obtained for the first billing 07/05 a credit adjustment in the amount of $20.27 was made on the account. The bill went from $66.84 to $46.57. The next meter reading was 08/06/13. An actual meter reading was obtained for billing on 08/06/13; 596 kWh's was consumed in 32 days. The bill for the billing period is $114.33. Service was established in the new tenants name on 08/08 which deactivated [redacted]'s account. From 08/06/13 through 08/08/13, 32 kWh was consumed; the bill for the two day period is $7.08. Currently her account balance stands at $147.98 after her payment of $20.00 posted on 08/29. As a regulated utility Atlantic City Electric is responsible to bill customer's for the amount of energy that registers on the meter servicing their property. The Company's metering equipment records the amount of energy consumed and does not provide us with how the energy was consumed. When a customer expresses concern pertaining to their electric usage we try to help identify or provide suggestions as to what may have caused the increase, however, we do not bear the burden of proving how the electricity that registered on the meter was consumed at the customers property.The customer may contact Customer Service to discuss payment arrangements on the balance if needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Again, there is no way that my electric bill ran up to $180 some dollars when it is an empty, small condo. Something is obviously wrong. Atlantic City Electric stated that I could call customer service and speak to someone. I did. Twice, no help. What is even more frustrating about this situation is that this condo has been a rental property for eight years. The first five years I had the tenants shut off the electric completely when they moved out and the new tenant had it turned on when they move in. Atlantic City Electric asked me not to do that. They asked me to transfer the electric into my name until a new tenant moved in. I complied. This is what I get. A $180 bill for a property that was empty. I could of had it shut off by my tenant and paid nothing. Lesson learned.

Regards,

Business

Response:

I understand the response is not what [redacted] was hoping for, however; ACE must bill customers for the amount of electric consumption that registers on the meter. We are unable to bill customers based on what they feel they used. We are also unable to tell customers how or what used the service. Many landlords request service be placed in their name between tenants as they may have work to do at the location (ie: cleaning, repairs) or they may want to show the property to perspective new tenants and find having the electric connected is a benefit when showing the property. Leaving service on between tenants also protects the property from damage due to freezing during the winter months. The choice of an owner to transfer service into their name between tenants is strictly up to the property owner.Although no adjustment is warranted on the account ACE is willing to work with [redacted] in setting up payment arrangements on the balance if needed.

Review: We called May 14th, 2015 to transfer our electric services over to a new residence. Instead of transferring services, Atlantic City Electric (ACE) opened a brand new account. We received a bill dated 5/8-6/8 for 43.81, since this was before the time period we moved we were lead to believe it was the electric we used from the May 8th- till the day we moved, May 15th (Actual lease termination was May 23rd). When we went to pay the July bill, we discovered there was actually two accounts open and we were still paying for our old apartment. Since it was two days before the bill was due, we paid it so as to not lose our initial deposit that would be given back if all payments were made on time. Immediately we called ACE and were informed that when we called we requested to keep the old account open and that a supervisor would review the phone call and call us back within three days. After a week of waiting to hear back from ACE, we called again... and continued a cat and mouse game with several supervisors and customer service operators after waiting on hold for roughly an hour every time. The initial day we called ACE we asked if we should close the account or keep it open until this was resolved and were met with nothing more then "well I can't tell you to close the account" from a unhelpful supervisor. It was not until 8/4 that it was suggested we close the account. On 8/10, we were finally able to speak was someone who could help, but were informed we were going to be charged for the the bills and now another 130 odd dollars out of our deposit because we did not close the account until 8/4. We are not aloud to hear the phone call without a subpoena, when we were originally told we would be given a copy. The icing on the cake is we called our old apartment complex and there is a tenant living in the unit with their own electric account, so essentially they are double charging for the same unit. Korman Residential at Cherrywood has agreed to verify this.Desired Settlement: We would like full reimbursement for the three bills we have received dating from may 8th - August 4th for the electric at [redacted]

Business

Response:

Customer contacted ACE 5/14/2015 to request for new service aat [redacted]. I reviewed the call from 5/14, the CSR specifically asked [redacted] if she wanted to disconnect the service at her current location [redacted] and the customer stated to leave the service on. Customer requested information about her deposit at her Clementon address and was advised she would be eligible for a refund in August or if she requested service disconnected prior to August the deposit would be applied to her final bill. Customer still did not request the service disconnected. Customer called back on 7/28 and stated she requested the service disconnected the same day she requested service at the new address. Customer did request a disconnect during that call. ACE's position remains the same she did not request to have the service disconnected until she called back on 7/28. Unfortunately there will be no adjustment to her account. Also, any request to obtain ACE's records will need to be Subpoenaed including the recorded call.

Review: In my June bill I was charged $410 security deposit. In my July bill I was charged $640.00 security deposit. I have service with Atlantic City Electric for 10 1/2 years. They stated if I send them a letter of credit from a utility company they would waive the security deposit. I faxed them over twice a letter of excellent credit from South Jersey Gas and they refuse to remove the security deposit. I have always paid my bill late and it seems as if they waited until I paid $2400 in 4 months and got my bill down and them charged with $640 for a deposit on a service I have had for 10 1/2 years. I do not feel like this is fair. I called and spoke to someone on 7/28/15 and he said he would remove the security deposit. When I called again on 7/30/15 after receiving my new bill and seeing another charge of $640.00 they said they weren't removing the charge. I truly feel this is not right. Is there anything that can be done?Desired Settlement: I am just asking for the $640.00 security deposit to be removed. Again I have pod $2400 in the last 4 months and I truly believe this is unfair of the electric company.

Business

Response:

Letter of Credit received and deposit was reversed on 7/30/15.

Consumer

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.]

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,

Review: Atlantic City Electric charged us for a large deposit for not providing them with a letter of credit from our past electric company. Our situation however is a bit unique. My last residence was at [redacted] in Philadelphia for the last ten years.

My rent was made up of a monthly fee plus electric use. The electric bill portion was paid along with rent for the month to the apartment complex, then in turn the apartment complex, [redacted], paid the electric company.

In the ten years living there, I paid my rent plus electric to [redacted] on time in full each month.

I spoke to the electric company that provided the service to [redacted] and they instructed me to get a copy of my ledger for my account with [redacted] that breaks down electric bills, and rent bills separately for the last year and would show my on time-in full-payments each month that were made up of the electric and rent and that would suffice.

I conveyed that to Atlantic City electric - giving them the information they are requesting that would be included in a letter of credit from a utility company, but they would not accept it because of its source.

I feel I'm getting trapped by a technicality seeing as I can get Atlantic City Electric their desired information of payment in full and on time, for the last ten years (if needed), however they're not accepting it just because it's not from a utility company - which is unavailable to me due to my apartment complex's billing practices. This is unfair to me and I would like them to accept the information they requested, just not from the source they wanted to waive the large deposit fee.Desired Settlement: I would like them to accept the ledger information showing the breakdown of payment for my electric service usage from my apartment complex in lieu of a utility company because one is not available to me because of where I chose to live and is therefore discriminatory.

Business

Response:

A $285.00 deposit (based on a two-month average bill at the property) was assessed in accordance with NJ regulations. A letter of credit from another gas or electric utility showing that the customer had at least 12 months of service within the past 24 month period can be submitted; however, a letter from an association or complex does not qualify and cannot be accept to waive the deposit. ACE is billing the deposit in three installments.

Consumer

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.]

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,

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Description: Electric Companies

Address: PO Box 13610, Philadelphia, Pennsylvania, United States, 19101-3610

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