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
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 read, his billing is correct Customer’s final bill was for $3004.83, includes final bill from 8/to 8/was $for days, his previous balance which included his past due August bill from July – August for $and his corrected July Bill from June – July of $ Customer’s July bill was under estimated at $and corrected to $based on the August actual read, which left a balance due of $ Customer stated his house was empty during the above billing periods Advised customer due to the final August 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 years for Mr [redacted] ’s propertyAlso 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 cooledMonth KWH Days Billed Month KWH Days Billed Month KWH Days Billed June $June $June $July $1,July $July $1,August $1,August $1,August $1,Final Bill $Sept $Sept $Total $4,Total $2,Total $3,
Complaint: [redacted] I understand that her bill is also due I was just trying to get the amount they wanted lower and make agreements for the rest that is all I was trying to do I am rejecting this response because: Regards, [redacted]
Emailed response to customer on 8/19/- - 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 billing for 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 $ The total balance on the account is currently $1, The account has been noted that a minimum payment of $would be accepted in order to avoid further collection activity and to place the remaining balance of $1,on a month payment arrangement This comes out to approximately $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 I again ask that the business reviews their complete calls on this case At NO TIME did anyone explain to us what was going on; several calls were placed to Green Energy and were met with nothing but a voicemail system with no call backs Furthermore, an agent by the name of [redacted] (she would not give her last name) for Atlantic City Electric was extremely rude throughout the call; [redacted] was transferred to [redacted] 's supervisor at [redacted] ' request and was specifically told by this supervisor that "it is no business of yours how Atlantic City Electric puts charges on your bill" The only people that were willing to go over our electric bill with us and explain to us exactly what was going on was the solar company that installed the solar panels Regards, [redacted]
spoke with TODD [redacted] about [redacted] # 2FL--explained service was not connected 12-because no order was issuedshowing he called 12-to request service but rep was having pc issues and said she had to transfer himcan't locate who he spoke to after that for the morequest but no mowas 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 $connect fee [redacted] E PINE--was assessed $due to an internal credit worthiness ("CW") scoreThe CW score is being impacted by an outstanding balance for a prior account [redacted] that has an unpaid balance of $This was for [redacted] but covered services from Dec 2014-Mar 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 $ [redacted] is agreeable to this and a new updated bill will be sent to himI have also waived the $deposit since all his other accounts are in good standing
11-spoke with [redacted] about deposit of $ [redacted] sent us letter of credit but end date missing She says ***was to resendAdvised will check into that and call her backAlso had an error on her budget She set it up online and because she didn't have months of history the budget was set at $She understands that the $was the total amount due and was already set up on a month arrangement for the $ She made a $payment so I reset her arrangement to bill + $months.11-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
I called to speak with the customerI did not get an answer and left a message with my direct numberThe Company pays the charges billed by Third Party Supplier (TPS)The corrected consumption for February will have to be sent to the TPS so they can make the proper correctionsThe corrections will be made even if the customer no longer has an active account with themThe customer should see the correction within a few weeks
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/and her deposit she paid of $was refunded back to her (customer states has received deposit refundAdvised has sent to billing to reactivate her account and advised will be billed a deposit of $due to previous deposit paid was refunded on 6/25/Customer will be back billed from 1/to 6/advised to call me directly if she would like to be set on a 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 ***
4- spoke with [redacted] bills for [redacted] / [redacted] have been going to service address instead of their mailing address This started from the time the account was transferred into their name on 10-31- They had a tenant at this location from Jan through Jan Advised [redacted] to send me the lease, tenant ID and eviction documents and I will backbill the tenant for the dates they lived here Service should be on in their name at this time Also mailing address should be PO Box [redacted] ***
Complaint: [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 - loss of electricity and less than 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, [redacted]
The customers bill for March, billing period from 02/04/through 03/05/15, was billed based on an estimated reading due to inclement weather conditionsThe April reading, 04/02/15, came in higher then usualA special reading was obtained on 04/24/which verified the meter reading for April was correctACE has since read the meter for May, June, July and August verifying additional consumption on the meterThe Company bills customers based on the amount of energy that registers on the meterWe 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
I have reviewed [redacted] account Our records indicate the customers meter readings has been actual readings each month since the service was activated 6/ In addition to the monthly meter reading a reread was requested and completed on 7/due to customer complaint regarding a high billBased on the reread of the meter the customer's usage was valid While the metering equipment does notprovide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused an increase in her electric consumptionThere are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliancesSometimes there are issues with an appliance that customers are not While the metering equipment does not provide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused a increase in the electric consumptionThere are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliancesSometimes there are issues with an appliance that customers are not aware of
The deposit refund for $was processed on August 11, ACE will be addressing this matter internally with our Credit Department as the first two requests were not completed properly
The refund check mailed on 6/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 $This check will print tomorrow, 7/and will be sent over night to Ms [redacted] the same dayI called customer to advise but she was unable to talk, she stated she will call me back because she was driving [redacted]
A review of the customers account shows that a balance is carried most monthsThere are times that bills go out back to back with no payment in betweenBills are due to be paid on time in full each monthIf a customer is in default in payment of their bills the Company is able to assess a depositThis 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 month period plus oneDeposits are refunded after consecutive payments in full from the date the deposit was paid in full
This customer has a kW systemWhen they applied for interconnection, they could have used a kW systemSo they are only meeting about half of their energy needs with the systemIt was a hotter summer this year and they will have a bill over the summer months with the use of Air ConditioningA review of the bills shows all of the meter readings were actualSince the meter readings have been verified to be correct we can assume the usage the customer was billed for is also correctAn adjustment on the account is not warranted
I have reviewed customers account, as advised on 11/customer's July's meter reading was under estimated and the account adjusted with the August meter readingThe represenative issued an order to reread the meter and the order was completed on 11/Based on the reading obtained 11/it confirmed that the kwh usage billed from July to November was correctBelow is a comparrison from - of the customers usage between July and Septembers' billing (summer usage)It appears the increase in customer's usage could be attributed to air conditioning use [redacted] Customers account does indicate that she has called several times regarding this issue and did not receive a call back as requested on 11/from the supervisor As a one time only coustomer courtesy I have waived the $security depositMoving forward, customer will need to pay her bill by the due date each month to avoid any collection activity If customer receives disconnect notices within months a deposit will be assessed and cannot be waived the DPL apologizes for any inconvenience Ms [redacted] has experienced and thank her for her patience Gwen [redacted]
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
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 read, his billing is correct Customer’s final bill was for $3004.83, includes final bill from 8/to 8/was $for days, his previous balance which included his past due August bill from July – August for $and his corrected July Bill from June – July of $ Customer’s July bill was under estimated at $and corrected to $based on the August actual read, which left a balance due of $ Customer stated his house was empty during the above billing periods Advised customer due to the final August 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 years for Mr [redacted] ’s propertyAlso 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 cooledMonth KWH Days Billed Month KWH Days Billed Month KWH Days Billed June $June $June $July $1,July $July $1,August $1,August $1,August $1,Final Bill $Sept $Sept $Total $4,Total $2,Total $3,
Complaint: [redacted] I understand that her bill is also due I was just trying to get the amount they wanted lower and make agreements for the rest that is all I was trying to do I am rejecting this response because: Regards, [redacted]
Emailed response to customer on 8/19/- - 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 billing for 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 $ The total balance on the account is currently $1, The account has been noted that a minimum payment of $would be accepted in order to avoid further collection activity and to place the remaining balance of $1,on a month payment arrangement This comes out to approximately $plus the current bill each month Kindly contact our Customer Service Department to report payment and set the above referenced payment arrangement
Please relay our apologies to [redacted] A representative made an error in the payment date ACE credited [redacted] $for overdraft fees on 9/28/
Complaint: [redacted] I am rejecting this response because I again ask that the business reviews their complete calls on this case At NO TIME did anyone explain to us what was going on; several calls were placed to Green Energy and were met with nothing but a voicemail system with no call backs Furthermore, an agent by the name of [redacted] (she would not give her last name) for Atlantic City Electric was extremely rude throughout the call; [redacted] was transferred to [redacted] 's supervisor at [redacted] ' request and was specifically told by this supervisor that "it is no business of yours how Atlantic City Electric puts charges on your bill" The only people that were willing to go over our electric bill with us and explain to us exactly what was going on was the solar company that installed the solar panels Regards, [redacted]
spoke with TODD [redacted] about [redacted] # 2FL--explained service was not connected 12-because no order was issuedshowing he called 12-to request service but rep was having pc issues and said she had to transfer himcan't locate who he spoke to after that for the morequest but no mowas 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 $connect fee [redacted] E PINE--was assessed $due to an internal credit worthiness ("CW") scoreThe CW score is being impacted by an outstanding balance for a prior account [redacted] that has an unpaid balance of $This was for [redacted] but covered services from Dec 2014-Mar 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 $ [redacted] is agreeable to this and a new updated bill will be sent to himI have also waived the $deposit since all his other accounts are in good standing
11-spoke with [redacted] about deposit of $ [redacted] sent us letter of credit but end date missing She says ***was to resendAdvised will check into that and call her backAlso had an error on her budget She set it up online and because she didn't have months of history the budget was set at $She understands that the $was the total amount due and was already set up on a month arrangement for the $ She made a $payment so I reset her arrangement to bill + $months.11-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
I called to speak with the customerI did not get an answer and left a message with my direct numberThe Company pays the charges billed by Third Party Supplier (TPS)The corrected consumption for February will have to be sent to the TPS so they can make the proper correctionsThe corrections will be made even if the customer no longer has an active account with themThe customer should see the correction within a few weeks
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/and her deposit she paid of $was refunded back to her (customer states has received deposit refundAdvised has sent to billing to reactivate her account and advised will be billed a deposit of $due to previous deposit paid was refunded on 6/25/Customer will be back billed from 1/to 6/advised to call me directly if she would like to be set on a 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 ***
4- spoke with [redacted] bills for [redacted] / [redacted] have been going to service address instead of their mailing address This started from the time the account was transferred into their name on 10-31- They had a tenant at this location from Jan through Jan Advised [redacted] to send me the lease, tenant ID and eviction documents and I will backbill the tenant for the dates they lived here Service should be on in their name at this time Also mailing address should be PO Box [redacted] ***
Complaint: [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 - loss of electricity and less than 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, [redacted]
The customers bill for March, billing period from 02/04/through 03/05/15, was billed based on an estimated reading due to inclement weather conditionsThe April reading, 04/02/15, came in higher then usualA special reading was obtained on 04/24/which verified the meter reading for April was correctACE has since read the meter for May, June, July and August verifying additional consumption on the meterThe Company bills customers based on the amount of energy that registers on the meterWe 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
I have reviewed [redacted] account Our records indicate the customers meter readings has been actual readings each month since the service was activated 6/ In addition to the monthly meter reading a reread was requested and completed on 7/due to customer complaint regarding a high billBased on the reread of the meter the customer's usage was valid While the metering equipment does notprovide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused an increase in her electric consumptionThere are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliancesSometimes there are issues with an appliance that customers are not While the metering equipment does not provide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused a increase in the electric consumptionThere are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliancesSometimes there are issues with an appliance that customers are not aware of
The deposit refund for $was processed on August 11, ACE will be addressing this matter internally with our Credit Department as the first two requests were not completed properly
The refund check mailed on 6/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 $This check will print tomorrow, 7/and will be sent over night to Ms [redacted] the same dayI called customer to advise but she was unable to talk, she stated she will call me back because she was driving [redacted]
A review of the customers account shows that a balance is carried most monthsThere are times that bills go out back to back with no payment in betweenBills are due to be paid on time in full each monthIf a customer is in default in payment of their bills the Company is able to assess a depositThis 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 month period plus oneDeposits are refunded after consecutive payments in full from the date the deposit was paid in full
This customer has a kW systemWhen they applied for interconnection, they could have used a kW systemSo they are only meeting about half of their energy needs with the systemIt was a hotter summer this year and they will have a bill over the summer months with the use of Air ConditioningA review of the bills shows all of the meter readings were actualSince the meter readings have been verified to be correct we can assume the usage the customer was billed for is also correctAn adjustment on the account is not warranted
Our records indicate that the refund check in the amount of $was issued and mailed on June 16, The refund check number is [redacted]
I have reviewed customers account, as advised on 11/customer's July's meter reading was under estimated and the account adjusted with the August meter readingThe represenative issued an order to reread the meter and the order was completed on 11/Based on the reading obtained 11/it confirmed that the kwh usage billed from July to November was correctBelow is a comparrison from - of the customers usage between July and Septembers' billing (summer usage)It appears the increase in customer's usage could be attributed to air conditioning use [redacted] Customers account does indicate that she has called several times regarding this issue and did not receive a call back as requested on 11/from the supervisor As a one time only coustomer courtesy I have waived the $security depositMoving forward, customer will need to pay her bill by the due date each month to avoid any collection activity If customer receives disconnect notices within months a deposit will be assessed and cannot be waived the DPL apologizes for any inconvenience Ms [redacted] has experienced and thank her for her patience Gwen [redacted]