*** *** *** **Washington, DC ***April 16, 2015*** *** *** K Street, N.W., 10TH Floor Washington, DC 20005-RE: *** *** *** *** *** District Heights, Maryland
*** Dear *** ***:Attached are copies of all bills that were rendered on *** ***’s account.*** *** did not contact us in May 2014, when she took possession of the property at *** *** *** ***On September 29, 2014, the customer provided a copy of a lease and photo identification in a Pepco business office in order to establish service at the above referenced addressSubsequently, an account was established for the customer effective May 15, As a result, on October 21, 2014, a multi-month bill was rendered for service from May 15, to October 15, in the amount of $2,771.77.As indicated on the attached invoices, all charges have been based on actual meter readings Since the customer’s property is serviced by a smart meter, on April 16, 2015, I was able to obtain an actual meter reading of 43784, which is greater than the previous meter reading that was used to bill the account to March 20, This information further validates the accuracy of the customer’s usagePlease note that the customer is also served by a third party supplier As Pepco is prohibited from discussing supplier issues, *** *** may wish to contact her supplier regarding their charges I trust this information will serve to assist in responding to the customer’s concerns Please contact me if you have any additional questions. Sincerely, April S*Attachments
December 23, 2014Dear *** ***:This is in response to complaint #*** regarding *** ***'s concerns regarding the installation of a net energy meter for the above referenced address.Pepco has accepted the consumer's completed Solar System Green Power Connection applicationA net energy meter
was installed on December 18, On December 19, 2014, the consumer received final approval to operate their solar system.Quality customer service is an integral part of our commitment to our customers and we sincerely apologize that we did not meet the *** ***'s customer service expectationsThe consumer's complaint has been forwarded to the appropriate management team for process improvement purposes.I trust this information will serve to satisfactorily resolve *** ***'s concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
December 5, 2014Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ***, regarding establishing new service at *** *** *** ***, Greenbelt, Maryland.In the absence of a responsible party, on November 11, 2014, the electric
service was disconnected at the above referenced address*** *** subsequently provided Pepco with a copy of his lease, which indicated he became responsible for the electric service on April 13, Therefore, an account was established in his name effective with the date specified in the lease, and his service was restored on November 17, An initial bill will generate within the next few weeks, at which time the customer may contact Pepco's Customer Care Center at ###-###-####, if he wishes to establish payment arrangements.I regret it was necessary for *** *** to contact us more than once to resolve his concerns andappreciate the opportunity to respond.Sincerely,Stephanie R
March 23, 2015[redacted]This letter serves to respond to the concerns expressed by the above referenced customer...
regarding billing of his account. I have reviewed the manner in which the account has been billed and would like to offer the following explanation.Review of our records reflects that the customer presented a lease for the property located at [redacted] #Base effective May 7, 2013. Subsequently, the account was placed in the name of [redacted] effective May 7, 2013. On April 8, 2013, a new tenant applied for service at that address. Consequently, the previous tenant's account was final billed May 7, 2013. Our records do not reflect any payments made to the account during the time period.With regards to [redacted] #Base, our records reflect that on October 2, 2014, a letter of “Intent To Disconnect” (copy attached ) was mailed to that address advising the owner/occupant that electricity is being used at the address without someone accepting responsibility for the monthly service bills. Therefore, if the account responsibility is not established within the time frame printed on the notice, the service would be disconnected without further notice. We received no response. Consequently, the service was disconnected on November 7, 2014.On November 12, 2014 the customer came into the office and applied for service effective May 6, 2013. The customer was advised by our Billing Services and Investigations Representative by phone that the service was disconnected due to no responsible party contacting Pepco to apply for service, and that the account at [redacted] #Base, opened in error has been closed. He was also advised that he will be receiving a bill for service from May 6, 2013 to current.Subsequently, the service was reconnected and a bill was rendered for service from May 6, 2013 to December 8, 2014 based on the actual meter readings of 8764 and 35371 for 26,607 kilowatt-hours, in the amount of $3,258.20.Currently, the account reflects a balance of $3,756.40, which consists of the past due amount ($3,540.57) plus thecurrent bill for service to March 13, 2015 ($215.83) that is due by April 6, 2015. If the customer requires more time to bring the account current we will be happy to discuss payment arrangements.
December 2, 2014Dear [redacted]:This is in response to an inquiry from [redacted] on the status of his green solar power interconnection application.On November 14, 2014, I contacted [redacted] to acknowledge his inquiry and to advise him that we were waiting to receive a corrected Net Energy Meter...
interconnection application from his solar contractor. On November 20, 2014, Pepco received the corrected application and a work order request has been established to install a net energy meter. On November 26, 2014, a net energy meter was installed. The customer will receive the approval to operate from Pepco's Green Power Connection team within the next 7 to 15 business days.[redacted] has my contact information should he need any further assistance regarding this matter.Sincerely,Linda B.
Again, I just moved in this house how can anything be based on annual usage at this address its not my ususage "The customer’s deposit of $475.00 was applied to her account based on the estimated amount of annual usage at the address."[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
April 16, 2015Dear [redacted]:Please accept this is in response to complaint #[redacted], regarding [redacted]s' billing concerns for the above referenced account.As reflected on the March 2015 bill (attached), the consumer was billed from February 6, 2015 to March 5, 2015 for 1,696 kilowatt hours in...
the amount of $211.49. This was based on a start meter reading of 36873 and an end meter reading of 38569.Meters record electricity cumulatively; therefore, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. I have confirmed the meter readings used to bill the account with the recorded meter readings in our meter data management system. Additionally, at [redacted]'s request, Pepco replaced the smart meter ([redacted]) with a non-smart meter ([redacted]) on March 16, 2015. The actual meter reading of 38732 recorded from the smart meter on March 16, 2015, serves to confirm the previous meter reading and billing history. Based on my review of [redacted]'s account, the bill from February 6, 2015 to March 5, 2015 is a reflection of the usage as registered on the meter serving her residence and a billing adjustment is not warranted.Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meters. Generally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioning. It is also important to note that if any appliances are not operating efficiently, energy usage can increase.I trust this information will serve to satisfactorily resolve [redacted]s' concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
February 20, 2015Dear [redacted]:I contacted the customer on December 19, 2015 to advise her that our Green Power Connection (GPC) Team authorized her solar system for operation effective February 18, 2015.Additionally, our GPC Team has sent an e-mail confirmation [redacted], along with her solar...
[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. PEPCO needs to have a better process keeping customers informed and being proactive with resolving solar panel installs.
Regards,
[redacted]
March 6, 2015Dear [redacted]:Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill.Pepco relies on information from [redacted], a third party...
credit bureau, to determine if a new customer is required to pay a deposit. Since we do not have access to a customer’s credit file, any questions regarding the assessed deposit are referred to [redacted].To ensure customer satisfaction, I have waived the $80.00 deposit requested from [redacted] with the stipulation that the bills will be paid in full and by the due date each month. Should the credit history become unsatisfactory, a deposit equal to 2/12ths of the customer’s annual usage may be requested.Thank you for bringing [redacted]’s concerns to our attention and for allowing me the opportunity to respond.Sincerely,Richard C
February 24, 2015Dear [redacted]:I apologize for the typographical error in my initial response dated February 20, 2015.I contacted the customer on February 19, 2015 to advise her that our Green Power Connection (GPC) Team authorized her solar system for operation effective February 18, 2015.Additionally, our GPC Team has sent an e-mail confirmation [redacted], along with her solar company.Sincerely,Richard C.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
PEPCO's justification for not adjusting my current amount of $211.49
to their monthly service charge fee was based on Smart Meter’s ([redacted]) ability to record electricity (1696 kwhs). My complaint is not on whether the Smart Meter ([redacted]) records
electricity. It is whether the Smart
Meter ([redacted]) records electricity accurately. Although my resident was unoccupied due to my
military obligation in Norfolk, VA, my appliances were disconnected
(washer, dryer, TV, microwave, clocks) and my thermostat was set to 55 degrees,
Smart Meter ([redacted])recorded the following during February 6 to March 5, 2015:
·
Nearly half of my electricity (844 kwhs of 1696 kwhs) was used between
1200 a.m. – 8:00 am (during sleep-time).
·
On Thursday, March 5, 2015, there was no electricity used between
1100 p.m. – 1200 a.m. due to data missing.
·
On Sunday, February 22, 2015, there was exactly .075 kwhs electricity
used between 3:00 p.m. – 10 p.m. with the exception of .0345 kwhs and .5445
kwhs used starting at 5:00p.m. and 8:00 p.m., respectively.
If PEPCO declines my request to adjust my current amount of $211.49 to their monthly service charge fee, I am requesting a copy of maintenance
service performed on the Smart Meter ([redacted]) dated prior to February 6, 2015 and a
breakdown of appliances used during the billing period so I can better understand my billing calculation. I have attached my military orders as proof of
my resident during the billing period.
Thank you
Regards,
[redacted]
This is in response to complaint #[redacted] regarding Ms. [redacted]'s concerns with her energy bill and energy savings programs. We are committed to providing consumers with reliable electricity service at the lowest possible cost and appreciate that the consumer is interested in conserving energy and...
saving money. To assist consumers in this effort, Pepco offers information and tools to help consumers review or manage their electricity consumption. This information can help them make informed choices about how and when they use electricity, so that they can conserve energy and save money.Energy Bill The consumer's energy bill is based on the rates to both supply and deliver their electricity. The delivery rate is charged to cover the cost of delivering electricity to the consumer's home. The delivery charges cover such things as maintaining, expanding, and improving our electric system, which includes the power poles, lines and meters.The supply charges refer to the generation of electricity and are itemized under Generation Services and Transmission Services. Our records indicate Ms. [redacted]'s current energy supplier is [redacted]. If the customer did not have an alternate energy supplier, Pepco would provide the supply portion of the bill under Standard Offer Service (SOS), which is billed at the rate at which we buy electricity for our consumers.Usage Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meters. Generally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioning. Additionally, if any appliances are not operating efficiently, energy usage can increase.My Account This self-service tool available on our website at www.pepco.com allows our consumers to view and monitor detailed energy information, such as daily and hourly energy use, usage trends, notable changes in energy consumption, which helps them target ways to save.Pepco Maryland Energy Wise Rewards (EWR Our records indicate that Ms. [redacted] has been a participant in EWR since June 2010, EWR enables our consumers to reduce their electric usage during summer periods of peak electric demand. This voluntary program works to reduce energy usage by cycling central air conditioner compressors off for short periods of time during periods of peak electricity usage. In return, the consumer earns bill credits.Peak Energy Savings Credit (PESC) The PESC offer consumers an opportunity to save energy and money by reducing their electricity usage during hot summer days when the demand for electricity is high. Consumers can earn credits on their bill when their usage is below their baseline.Quick Home Energy Check-up Program (OHEC) This program is provided at no additional cost to the consumer's existing Pepco service. An energy professional will assess the home's energy use and install energy savings products and recommend energy-saving improvements.For additional information on energy Savings tips and programs, Ms. [redacted] may visit www.Pepco.com or contact Pepco directly at ###-###-####.Meter Cabinet On March 13, 2014, a meter technician completed a site visit and found the meter cabinet has separated from the home. The property owner should have a licensed electrician reattach the meter cabinet, which is the responsibility of the property owner.| trust this information will serve to satisfactorily resolve Ms. [redacted]'s concerns. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H**
May 18, 2015[redacted] 1411 K Street, N.W., 10TH Floor Washington, DC 20005-3404 RE: [redacted] [redacted] District Heights, Maryland 20747 Dear [redacted]:In response to [redacted]’s request for rebuttal, I have attached a copy of the customer’s initial bill and most recent bill for service from March 21, 2015 to April 22, 2015, to assist with clarifying the following information:As previously stated, the customer’s failure to establish service when she took possession of the property in May 2014, resulted in a multi-month bill from May 15, 2014 to October 15, 2014, which is approximately 153 days. The customer’s bill is based on actual meter readings and does not include any usage prior to May 15, 2014. Therefore, any appliances that may have been running before the customer took possession of the property would not affect the amount of her bill. On October 21, 2015, the customer’s initial bill was rendered in the amount of $2,771.77. Although the customer’s initial bill was higher than expected, Pepco cannot determine what internal conditions may have attributed to the amount of the customer’s bill. However, the multi-month bill does include the customer’s summer usage for the year 2014. It is possible that the amount of usage is attributed to air condition use. Also, if any electric appliances are not functioning properly, the customer can expect to consume more energy than normal, resulting in a higher than expected electric bill. Finally, the customer’s account is currently enrolled with a third party. Since deregulation bylaws prohibit Pepco from addressing supplier related inquiries, the customer must contact the supplier directly for any concerns regarding the supplier’s enrollment, rates and or charges. Below is the customer customer’s supplier enrollment information, On February 3, 2015, we were notified that [redacted] would be the customer’s electric supplier effective February 20, 2015.On April 8, 2015, we were notified that [redacted] Energy would be the customer’s new electric supplier effective April 22, 2015. As a result, [redacted] dropped the customer’s account effective April 22, 2015, due to her enrollment with a different supplier. I trust this information will serve to assist in responding to the customer’s concerns. Please contact me if you have any additional questions. Sincerely, April S[redacted]
See AttachmentRE: Revdex.com Complaint #[redacted] - [redacted] Silver Spring, Maryland [redacted], Legacy Acct # [redacted]Inboxx [redacted]@pepco.comAttachmentsFeb 12 (12 days ago)to me, [redacted] Good Morning [redacted], Attached is my response to [redacted]'s...
concerns addressed in Complaint ID [redacted]. I have also mailed a hard copy to you today. Richard C[redacted] Richard C[redacted] | Escalated Investigations Representative Pepco | Customer Relations Department 701 Ninth Street N.W. | Washington, DC 20068 o: ###-###-#### [redacted]@pepco.com From: Special Investigations/PEP To: Richard * C[redacted]/RSC/PEP@PEP, Cc: [redacted]/EP/PEP@PEP Date: 02/02/2015 12:15 PM Subject: RE: Revdex.com Complaint #[redacted] - [redacted] Silver Spring, Maryland [redacted], Legacy Acct # [redacted] Sent by: [redacted]
[redacted]
March 5, 2015[redacted]
[redacted]
[redacted]
...
Re: [redacted]
[redacted]
[redacted]On January 31, 2015, the customer’s account at [redacted] was closed and subsequently final billed. On February 3, 2015, a final bill was rendered for service from December 18, 2014 to January 31, 2015, for 1,829 kilowatt hours, in the amount of $771.70, which includes Pepco arrears ($464.25), Pepco current charges ($80.65), and [redacted] supplier current charges ($226.80) that was due February 24, 2015. We do recognize that the customer’s final bill is higher than expected. The two major factors that likely contributed to the amount of the final bill are the number of days in the billing cycle (44 days), and the customer’s supplier rates that increased from $0.096 per kilowatt hour (kWh) to 0.124 per kWh. Attached are copies of the customer’s two most recent monthly bills, reflecting the supplier rate increase. As deregulation bylaws prohibit Pepco from addressing supplier related inquiries and/or charges; therefore, if [redacted] has any questions concerning the supplier charges or rates, she should contact her supplier directly.Based on my review the customer’s final bill is an accurate reflection of the usage consumed at the customer’s home, and does not reveal any evidence of a billing error. Thank you for the opportunity to respond to the customer’s concerns. Sincerely, April S[redacted]
Enclosures (2)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:From: [redacted] <[redacted].com>Date: Thu, Apr 2, 2015 at 3:26 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Hi - This issue is still unresolved. It is now April 2nd and the meter has yet to be installed. We are requesting a firm timetable for when this installation will occur so we can begin using the solar system. Additionally, we have yet to even hear back from Pepco via a phone call or email of any sort regarding this matter. Thank you,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
My previous letter requested a copy of the
maintenance service. I received the test results but not a copy of the test. From Dec 2013 to Feb 2015 (see attachment), the
Smart Meter ([redacted]) calculated majority of my electrical usage between
4:00pm -1100pm (peak hours), except during the months of Jan and Feb 2015. These months, which my resident was not
occupied (12 Jan –Feb 2015), showed majority of my usage between the hours of
12:00am – 7:00am, during sleeping hours.
I’m requesting PEPCO provides me a
copy of the Smart Meter’s test performed in April 2012 and Apr 2015. In
addition, I am requesting PEPCO reconsider my billing adjustment between 6 Feb - 5 Mar 2015 based on the
unusual time period (1200am – 7:00am) the Smart Meter([redacted]) calculated the
majority of my electrical usage.
Regards,
[redacted]
February 23, 2015Dear [redacted]:This is in response to complaint #[redacted] regarding [redacted]'s billing concerns. I have reviewed the account and would like to offer the following information. Attached is a billing statement from November 28, 2013 to February 5, 2015 for the above referenced...
address.I sincerely apologize for any inconvenience the consumer may have experienced as a result of her account (#[redacted]) being erroneously closed. Subsequently, [redacted]'s account was reinstated and billing resumed under a new account number (#[redacted]).Please note, in January 2015, Pepco transitioned to a new customer information system and all customers were assigned new account numbers. [redacted]'s account number was changed to 5501 3307 032 as reflected on the January 2015 and February 2015 monthly bills. Although the account numbers changed, the customer's bills from November 28, 2013 to February 5, 2015 were based on actual meter readings from meter number [redacted], serving unit #312, which has not changed.As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. I have confirmed the meter readings used to bill the account with the recorded meter readings in our meter data management system. Additionally, on February 9, 2015, a meter technician completed a service order to check the meter and obtained an actual reading of 11280. Further, actual meter readings were recorded on February 21 and February 22, 2015 ([redacted] and [redacted], respectively), which serve to confirm the previous meter readings and bills. This information serves to verify that the bills are an accurate reflection of the consumer's usage as registered on the meter serving unit #312 and no billing adjustments are warranted.While I can understand [redacted]'s concerns regarding any higher than expected bills, Pepco is not in a position to determine what internal conditions or equipment contribute to the usage registered on the meter. Our consumers are encouraged to use our energy management tool, "My Account," which may be accessed via www.pepco.com for more detailed energy information, such as daily and hourly consumption to help them analyze their energy usage and identify ways to conserve energy.I trust this information will serve to satisfactorily resolve [redacted]'s concerns and appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Effective February 1, 2015, the customer established an account at [redacted]. On February 21, 2015, the customer’s initial bill was rendered for service from February 2 to February 20, 2015, in the amount of $849.06, which included a security deposit of $475.00 and current charges of $374.06 that was due by March 16, 2015.Pepco relies on information from [redacted], a third party credit bureau, to determine if a security deposit is warranted on our customer’s accounts. Since Pepco does not have access to a customer’s credit file, any questions regarding the determination must be addressed by [redacted]. The customer’s deposit of $475.00 was applied to her account based on the estimated amount of annual usage at the address. In accordance with (COMAR 20.30.02.04) that states “The deposit required by the utility (Pepco) may not be less than $5 or more in amount than 2/12 of the estimated charges for service for the ensuing 12 months, the deposit will not be waived.” On April 2, 2015, a Pepco technician completed a meter test at the customer’s property. The meter tested at an overall accuracy rating of 99.97%, which is within the allowable parameters set forth by the commission. Therefore based on my review, customer’s bill is an accurate reflection of the usage being consumed at her home. If the customer would like to establish an installment plan on the deposit and/or the total account balance, she should contact us at ###-###-#### for more information on the available payment plans Sincerely, April S[redacted]
*** *** *** **Washington, DC ***April 16, 2015*** *** *** K Street, N.W., 10TH Floor Washington, DC 20005-RE: *** *** *** *** *** District Heights, Maryland
*Attachments
*** Dear *** ***:Attached are copies of all bills that were rendered on *** ***’s account.*** *** did not contact us in May 2014, when she took possession of the property at *** *** *** ***On September 29, 2014, the customer provided a copy of a lease and photo identification in a Pepco business office in order to establish service at the above referenced addressSubsequently, an account was established for the customer effective May 15, As a result, on October 21, 2014, a multi-month bill was rendered for service from May 15, to October 15, in the amount of $2,771.77.As indicated on the attached invoices, all charges have been based on actual meter readings Since the customer’s property is serviced by a smart meter, on April 16, 2015, I was able to obtain an actual meter reading of 43784, which is greater than the previous meter reading that was used to bill the account to March 20, This information further validates the accuracy of the customer’s usagePlease note that the customer is also served by a third party supplier As Pepco is prohibited from discussing supplier issues, *** *** may wish to contact her supplier regarding their charges I trust this information will serve to assist in responding to the customer’s concerns Please contact me if you have any additional questions. Sincerely, April S
December 23, 2014Dear *** ***:This is in response to complaint #*** regarding *** ***'s concerns regarding the installation of a net energy meter for the above referenced address.Pepco has accepted the consumer's completed Solar System Green Power Connection applicationA net energy meter
was installed on December 18, On December 19, 2014, the consumer received final approval to operate their solar system.Quality customer service is an integral part of our commitment to our customers and we sincerely apologize that we did not meet the *** ***'s customer service expectationsThe consumer's complaint has been forwarded to the appropriate management team for process improvement purposes.I trust this information will serve to satisfactorily resolve *** ***'s concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
December 5, 2014Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ***, regarding establishing new service at *** *** *** ***, Greenbelt, Maryland.In the absence of a responsible party, on November 11, 2014, the electric
service was disconnected at the above referenced address*** *** subsequently provided Pepco with a copy of his lease, which indicated he became responsible for the electric service on April 13, Therefore, an account was established in his name effective with the date specified in the lease, and his service was restored on November 17, An initial bill will generate within the next few weeks, at which time the customer may contact Pepco's Customer Care Center at ###-###-####, if he wishes to establish payment arrangements.I regret it was necessary for *** *** to contact us more than once to resolve his concerns andappreciate the opportunity to respond.Sincerely,Stephanie R
March 23, 2015[redacted]This letter serves to respond to the concerns expressed by the above referenced customer...
regarding billing of his account. I have reviewed the manner in which the account has been billed and would like to offer the following explanation.Review of our records reflects that the customer presented a lease for the property located at [redacted] #Base effective May 7, 2013. Subsequently, the account was placed in the name of [redacted] effective May 7, 2013. On April 8, 2013, a new tenant applied for service at that address. Consequently, the previous tenant's account was final billed May 7, 2013. Our records do not reflect any payments made to the account during the time period.With regards to [redacted] #Base, our records reflect that on October 2, 2014, a letter of “Intent To Disconnect” (copy attached ) was mailed to that address advising the owner/occupant that electricity is being used at the address without someone accepting responsibility for the monthly service bills. Therefore, if the account responsibility is not established within the time frame printed on the notice, the service would be disconnected without further notice. We received no response. Consequently, the service was disconnected on November 7, 2014.On November 12, 2014 the customer came into the office and applied for service effective May 6, 2013. The customer was advised by our Billing Services and Investigations Representative by phone that the service was disconnected due to no responsible party contacting Pepco to apply for service, and that the account at [redacted] #Base, opened in error has been closed. He was also advised that he will be receiving a bill for service from May 6, 2013 to current.Subsequently, the service was reconnected and a bill was rendered for service from May 6, 2013 to December 8, 2014 based on the actual meter readings of 8764 and 35371 for 26,607 kilowatt-hours, in the amount of $3,258.20.Currently, the account reflects a balance of $3,756.40, which consists of the past due amount ($3,540.57) plus thecurrent bill for service to March 13, 2015 ($215.83) that is due by April 6, 2015. If the customer requires more time to bring the account current we will be happy to discuss payment arrangements.
December 2, 2014Dear [redacted]:This is in response to an inquiry from [redacted] on the status of his green solar power interconnection application.On November 14, 2014, I contacted [redacted] to acknowledge his inquiry and to advise him that we were waiting to receive a corrected Net Energy Meter...
interconnection application from his solar contractor. On November 20, 2014, Pepco received the corrected application and a work order request has been established to install a net energy meter. On November 26, 2014, a net energy meter was installed. The customer will receive the approval to operate from Pepco's Green Power Connection team within the next 7 to 15 business days.[redacted] has my contact information should he need any further assistance regarding this matter.Sincerely,Linda B.
Again, I just moved in this house how can anything be based on annual usage at this address its not my ususage "The customer’s deposit of $475.00 was applied to her account based on the estimated amount of annual usage at the address."[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
April 16, 2015Dear [redacted]:Please accept this is in response to complaint #[redacted], regarding [redacted]s' billing concerns for the above referenced account.As reflected on the March 2015 bill (attached), the consumer was billed from February 6, 2015 to March 5, 2015 for 1,696 kilowatt hours in...
the amount of $211.49. This was based on a start meter reading of 36873 and an end meter reading of 38569.Meters record electricity cumulatively; therefore, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. I have confirmed the meter readings used to bill the account with the recorded meter readings in our meter data management system. Additionally, at [redacted]'s request, Pepco replaced the smart meter ([redacted]) with a non-smart meter ([redacted]) on March 16, 2015. The actual meter reading of 38732 recorded from the smart meter on March 16, 2015, serves to confirm the previous meter reading and billing history. Based on my review of [redacted]'s account, the bill from February 6, 2015 to March 5, 2015 is a reflection of the usage as registered on the meter serving her residence and a billing adjustment is not warranted.Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meters. Generally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioning. It is also important to note that if any appliances are not operating efficiently, energy usage can increase.I trust this information will serve to satisfactorily resolve [redacted]s' concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
February 20, 2015Dear [redacted]:I contacted the customer on December 19, 2015 to advise her that our Green Power Connection (GPC) Team authorized her solar system for operation effective February 18, 2015.Additionally, our GPC Team has sent an e-mail confirmation [redacted], along with her solar...
company.Sincerely,Richard C.
[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. PEPCO needs to have a better process keeping customers informed and being proactive with resolving solar panel installs.
Regards,
[redacted]
March 6, 2015Dear [redacted]:Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill.Pepco relies on information from [redacted], a third party...
credit bureau, to determine if a new customer is required to pay a deposit. Since we do not have access to a customer’s credit file, any questions regarding the assessed deposit are referred to [redacted].To ensure customer satisfaction, I have waived the $80.00 deposit requested from [redacted] with the stipulation that the bills will be paid in full and by the due date each month. Should the credit history become unsatisfactory, a deposit equal to 2/12ths of the customer’s annual usage may be requested.Thank you for bringing [redacted]’s concerns to our attention and for allowing me the opportunity to respond.Sincerely,Richard C
February 24, 2015Dear [redacted]:I apologize for the typographical error in my initial response dated February 20, 2015.I contacted the customer on February 19, 2015 to advise her that our Green Power Connection (GPC) Team authorized her solar system for operation effective February 18, 2015.Additionally, our GPC Team has sent an e-mail confirmation [redacted], along with her solar company.Sincerely,Richard C.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
PEPCO's justification for not adjusting my current amount of $211.49
to their monthly service charge fee was based on Smart Meter’s ([redacted]) ability to record electricity (1696 kwhs). My complaint is not on whether the Smart Meter ([redacted]) records
electricity. It is whether the Smart
Meter ([redacted]) records electricity accurately. Although my resident was unoccupied due to my
military obligation in Norfolk, VA, my appliances were disconnected
(washer, dryer, TV, microwave, clocks) and my thermostat was set to 55 degrees,
Smart Meter ([redacted])recorded the following during February 6 to March 5, 2015:
·
Nearly half of my electricity (844 kwhs of 1696 kwhs) was used between
1200 a.m. – 8:00 am (during sleep-time).
·
On Thursday, March 5, 2015, there was no electricity used between
1100 p.m. – 1200 a.m. due to data missing.
·
On Sunday, February 22, 2015, there was exactly .075 kwhs electricity
used between 3:00 p.m. – 10 p.m. with the exception of .0345 kwhs and .5445
kwhs used starting at 5:00p.m. and 8:00 p.m., respectively.
If PEPCO declines my request to adjust my current amount of $211.49 to their monthly service charge fee, I am requesting a copy of maintenance
service performed on the Smart Meter ([redacted]) dated prior to February 6, 2015 and a
breakdown of appliances used during the billing period so I can better understand my billing calculation. I have attached my military orders as proof of
my resident during the billing period.
Thank you
Regards,
[redacted]
This is in response to complaint #[redacted] regarding Ms. [redacted]'s concerns with her energy bill and energy savings programs. We are committed to providing consumers with reliable electricity service at the lowest possible cost and appreciate that the consumer is interested in conserving energy and...
saving money. To assist consumers in this effort, Pepco offers information and tools to help consumers review or manage their electricity consumption. This information can help them make informed choices about how and when they use electricity, so that they can conserve energy and save money.Energy Bill The consumer's energy bill is based on the rates to both supply and deliver their electricity. The delivery rate is charged to cover the cost of delivering electricity to the consumer's home. The delivery charges cover such things as maintaining, expanding, and improving our electric system, which includes the power poles, lines and meters.The supply charges refer to the generation of electricity and are itemized under Generation Services and Transmission Services. Our records indicate Ms. [redacted]'s current energy supplier is [redacted]. If the customer did not have an alternate energy supplier, Pepco would provide the supply portion of the bill under Standard Offer Service (SOS), which is billed at the rate at which we buy electricity for our consumers.Usage Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meters. Generally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioning. Additionally, if any appliances are not operating efficiently, energy usage can increase.My Account This self-service tool available on our website at www.pepco.com allows our consumers to view and monitor detailed energy information, such as daily and hourly energy use, usage trends, notable changes in energy consumption, which helps them target ways to save.Pepco Maryland Energy Wise Rewards (EWR Our records indicate that Ms. [redacted] has been a participant in EWR since June 2010, EWR enables our consumers to reduce their electric usage during summer periods of peak electric demand. This voluntary program works to reduce energy usage by cycling central air conditioner compressors off for short periods of time during periods of peak electricity usage. In return, the consumer earns bill credits.Peak Energy Savings Credit (PESC) The PESC offer consumers an opportunity to save energy and money by reducing their electricity usage during hot summer days when the demand for electricity is high. Consumers can earn credits on their bill when their usage is below their baseline.Quick Home Energy Check-up Program (OHEC) This program is provided at no additional cost to the consumer's existing Pepco service. An energy professional will assess the home's energy use and install energy savings products and recommend energy-saving improvements.For additional information on energy Savings tips and programs, Ms. [redacted] may visit www.Pepco.com or contact Pepco directly at ###-###-####.Meter Cabinet On March 13, 2014, a meter technician completed a site visit and found the meter cabinet has separated from the home. The property owner should have a licensed electrician reattach the meter cabinet, which is the responsibility of the property owner.| trust this information will serve to satisfactorily resolve Ms. [redacted]'s concerns. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H**
May 18, 2015[redacted] 1411 K Street, N.W., 10TH Floor Washington, DC 20005-3404 RE: [redacted] [redacted] District Heights, Maryland 20747 Dear [redacted]:In response to [redacted]’s request for rebuttal, I have attached a copy of the customer’s initial bill and most recent bill for service from March 21, 2015 to April 22, 2015, to assist with clarifying the following information:As previously stated, the customer’s failure to establish service when she took possession of the property in May 2014, resulted in a multi-month bill from May 15, 2014 to October 15, 2014, which is approximately 153 days. The customer’s bill is based on actual meter readings and does not include any usage prior to May 15, 2014. Therefore, any appliances that may have been running before the customer took possession of the property would not affect the amount of her bill. On October 21, 2015, the customer’s initial bill was rendered in the amount of $2,771.77. Although the customer’s initial bill was higher than expected, Pepco cannot determine what internal conditions may have attributed to the amount of the customer’s bill. However, the multi-month bill does include the customer’s summer usage for the year 2014. It is possible that the amount of usage is attributed to air condition use. Also, if any electric appliances are not functioning properly, the customer can expect to consume more energy than normal, resulting in a higher than expected electric bill. Finally, the customer’s account is currently enrolled with a third party. Since deregulation bylaws prohibit Pepco from addressing supplier related inquiries, the customer must contact the supplier directly for any concerns regarding the supplier’s enrollment, rates and or charges. Below is the customer customer’s supplier enrollment information, On February 3, 2015, we were notified that [redacted] would be the customer’s electric supplier effective February 20, 2015.On April 8, 2015, we were notified that [redacted] Energy would be the customer’s new electric supplier effective April 22, 2015. As a result, [redacted] dropped the customer’s account effective April 22, 2015, due to her enrollment with a different supplier. I trust this information will serve to assist in responding to the customer’s concerns. Please contact me if you have any additional questions. Sincerely, April S[redacted]
See AttachmentRE: Revdex.com Complaint #[redacted] - [redacted] Silver Spring, Maryland [redacted], Legacy Acct # [redacted]Inboxx [redacted]@pepco.comAttachmentsFeb 12 (12 days ago)to me, [redacted] Good Morning [redacted], Attached is my response to [redacted]'s...
concerns addressed in Complaint ID [redacted]. I have also mailed a hard copy to you today. Richard C[redacted] Richard C[redacted] | Escalated Investigations Representative Pepco | Customer Relations Department 701 Ninth Street N.W. | Washington, DC 20068 o: ###-###-#### [redacted]@pepco.com From: Special Investigations/PEP To: Richard * C[redacted]/RSC/PEP@PEP, Cc: [redacted]/EP/PEP@PEP Date: 02/02/2015 12:15 PM Subject: RE: Revdex.com Complaint #[redacted] - [redacted] Silver Spring, Maryland [redacted], Legacy Acct # [redacted] Sent by: [redacted]
[redacted]
March 5, 2015[redacted]
[redacted]
[redacted]
...
Re: [redacted]
[redacted]
[redacted]On January 31, 2015, the customer’s account at [redacted] was closed and subsequently final billed. On February 3, 2015, a final bill was rendered for service from December 18, 2014 to January 31, 2015, for 1,829 kilowatt hours, in the amount of $771.70, which includes Pepco arrears ($464.25), Pepco current charges ($80.65), and [redacted] supplier current charges ($226.80) that was due February 24, 2015. We do recognize that the customer’s final bill is higher than expected. The two major factors that likely contributed to the amount of the final bill are the number of days in the billing cycle (44 days), and the customer’s supplier rates that increased from $0.096 per kilowatt hour (kWh) to 0.124 per kWh. Attached are copies of the customer’s two most recent monthly bills, reflecting the supplier rate increase. As deregulation bylaws prohibit Pepco from addressing supplier related inquiries and/or charges; therefore, if [redacted] has any questions concerning the supplier charges or rates, she should contact her supplier directly.Based on my review the customer’s final bill is an accurate reflection of the usage consumed at the customer’s home, and does not reveal any evidence of a billing error. Thank you for the opportunity to respond to the customer’s concerns. Sincerely, April S[redacted]
Enclosures (2)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:From: [redacted] <[redacted].com>Date: Thu, Apr 2, 2015 at 3:26 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Hi - This issue is still unresolved. It is now April 2nd and the meter has yet to be installed. We are requesting a firm timetable for when this installation will occur so we can begin using the solar system. Additionally, we have yet to even hear back from Pepco via a phone call or email of any sort regarding this matter. Thank you,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
My previous letter requested a copy of the
maintenance service. I received the test results but not a copy of the test. From Dec 2013 to Feb 2015 (see attachment), the
Smart Meter ([redacted]) calculated majority of my electrical usage between
4:00pm -1100pm (peak hours), except during the months of Jan and Feb 2015. These months, which my resident was not
occupied (12 Jan –Feb 2015), showed majority of my usage between the hours of
12:00am – 7:00am, during sleeping hours.
I’m requesting PEPCO provides me a
copy of the Smart Meter’s test performed in April 2012 and Apr 2015. In
addition, I am requesting PEPCO reconsider my billing adjustment between 6 Feb - 5 Mar 2015 based on the
unusual time period (1200am – 7:00am) the Smart Meter([redacted]) calculated the
majority of my electrical usage.
Regards,
[redacted]
February 23, 2015Dear [redacted]:This is in response to complaint #[redacted] regarding [redacted]'s billing concerns. I have reviewed the account and would like to offer the following information. Attached is a billing statement from November 28, 2013 to February 5, 2015 for the above referenced...
address.I sincerely apologize for any inconvenience the consumer may have experienced as a result of her account (#[redacted]) being erroneously closed. Subsequently, [redacted]'s account was reinstated and billing resumed under a new account number (#[redacted]).Please note, in January 2015, Pepco transitioned to a new customer information system and all customers were assigned new account numbers. [redacted]'s account number was changed to 5501 3307 032 as reflected on the January 2015 and February 2015 monthly bills. Although the account numbers changed, the customer's bills from November 28, 2013 to February 5, 2015 were based on actual meter readings from meter number [redacted], serving unit #312, which has not changed.As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. I have confirmed the meter readings used to bill the account with the recorded meter readings in our meter data management system. Additionally, on February 9, 2015, a meter technician completed a service order to check the meter and obtained an actual reading of 11280. Further, actual meter readings were recorded on February 21 and February 22, 2015 ([redacted] and [redacted], respectively), which serve to confirm the previous meter readings and bills. This information serves to verify that the bills are an accurate reflection of the consumer's usage as registered on the meter serving unit #312 and no billing adjustments are warranted.While I can understand [redacted]'s concerns regarding any higher than expected bills, Pepco is not in a position to determine what internal conditions or equipment contribute to the usage registered on the meter. Our consumers are encouraged to use our energy management tool, "My Account," which may be accessed via www.pepco.com for more detailed energy information, such as daily and hourly consumption to help them analyze their energy usage and identify ways to conserve energy.I trust this information will serve to satisfactorily resolve [redacted]'s concerns and appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Effective February 1, 2015, the customer established an account at [redacted]. On February 21, 2015, the customer’s initial bill was rendered for service from February 2 to February 20, 2015, in the amount of $849.06, which included a security deposit of $475.00 and current charges of $374.06 that was due by March 16, 2015.Pepco relies on information from [redacted], a third party credit bureau, to determine if a security deposit is warranted on our customer’s accounts. Since Pepco does not have access to a customer’s credit file, any questions regarding the determination must be addressed by [redacted]. The customer’s deposit of $475.00 was applied to her account based on the estimated amount of annual usage at the address. In accordance with (COMAR 20.30.02.04) that states “The deposit required by the utility (Pepco) may not be less than $5 or more in amount than 2/12 of the estimated charges for service for the ensuing 12 months, the deposit will not be waived.” On April 2, 2015, a Pepco technician completed a meter test at the customer’s property. The meter tested at an overall accuracy rating of 99.97%, which is within the allowable parameters set forth by the commission. Therefore based on my review, customer’s bill is an accurate reflection of the usage being consumed at her home. If the customer would like to establish an installment plan on the deposit and/or the total account balance, she should contact us at ###-###-#### for more information on the available payment plans Sincerely, April S[redacted]