Delmarva Power

The customer carries a balance on his account from month to monthA deposit in the amount of $was billed to the customer due to the delinquencySeveral termination notices have been mailed to the customerInformation is contained in the notices explaining a deposit may be billed on the
account if there is no deposit and a deposit may increased based on current consumption if necessaryDeposits are refunded months from the time the account has been in full if bills are paid on time in full for consecutive monthsDPL is operating within regulations approved by the Delaware Public Service Commission when billing depositsThe Delaware Electric and Gas Tariff is available on line a www.delmarva.com under Section III Leaf No

I called *** *** left message on answering machine. Ms *** was concern about not receiving a bill and disconnection of service and concern about the amount of payment requested. After reviewing the account Ms *** paid $and the remaining balance has been
set up on a another payment plan for months to pay $in addition to the monthly bill

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want the power company to pay for damages done
Regards,
*** ***

10/12/ - I have reviewed Ms***’s filing. Records show she called on 8/29/requesting
a disconnect of service as of 8/31/16.
Service was disconnected as requested on 8/31/16; however, we received a
call from a woman identifying herself as
*** *** saying that service
should not be off and that the original caller on 8/29/was not ***
***. Once we confirmed identifying
information from the 8/31/caller we issued an order to reconnect the
services. The electric and gas service
was again disconnected at customer request on 9/27/
Ms***’s balance as of 8/23/was $577.58. Her final charges from 8/24/through
9/27/were $95.83. A $deposit
was credited to her final bill and the total balance due is $473.41. Delmarva Power is very concerned about our
customer’s personal information and takes all necessary measures to ensure this
information is protected. When a
customer calls us we also ask them to verify specific information, such as
account number, social security number, and address to verify their
identification. Customers must also take
proper precautions and protect their personal information from others. While we regret this situation happened, Ms
*** is responsible to safeguard her personal information and accounts.
*** ***

B
" ">etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for your help. This is all I wanted. It seems fair
Regards,

Per Company records the customers refund was processed in two separate checksA check for $was processed on 1-13-and a check for $was processed on 1-18-When the customer called and informed the Company she not received the refund check(s) a stop/void payment was made on the
checks and they were reissuedUnfortunately, she did not receive both checks the second timeThe third refund check for $was sent internally to our credit department and the check was sent in overnight mail on March 10, We apologize for any inconvenience the customer may have experienced

A further review of the account and payment history has been completedThe deposit of $has been released and the refund request has been issued

The customer carries a balance on his account from month to monthA deposit in the amount of $was billed to the customer due to the delinquencySeveral termination notices have been mailed to the customer
Information is contained in the notices explaining a deposit may be billed on the account if there is no deposit and a deposit may increased based on current consumption if necessaryDeposits are refunded months from the time the account has been in full if bills are paid on time in full for consecutive monthsDPL is operating within regulations approved by the Delaware Public Service Commission when billing depositsThe Delaware Electric and Gas Tariff is available on line a www.delmarva.com under Section III Leaf No

I feel that they are punishing us. So that means if we are one day late within that month period they have the right to keep our $255.00. I feel Delmarva Power is treating their customers unfairly. They know there is no other power company out there for us to use so they can bully us and take our money. We pay every month. Sometimes it might be a day or so late but it is paid monthly. Since they put these demands on us we have not had a chose but to pay on time because we were told one day late or we would be without power. No compassion for what people are going through. I do not except their complaint offer. I want our money refunded
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As stated in my complaint, I made it very clear that I would call back ONLY in the event that I could not locate the check and would proceed to request a stop payment hence the reason for not making a call the following dayDelmarva is responsible for appropriately training their employees to deliver the correct information and protocol on issues which in this case their customer service rep did notI also believe the person responding on behalf of the company did not thoroughly review the notes or they would have been aware as to what instructions were givenI am not satisfied with the business' response because I requested to have the refund issued in the form of a check which they did not do
Regards,

The customer had service in his name at *** Ct and requested his wife be added to the account November 9, Company records show his wife had called prior to his calling for service at *** Ctin July His wife
was denied service due to a high outstanding balance at a previous locationThe balance, over $2,000.00, was transferred to the *** Ctaccount under both husband and wife's nameImmediately after the balance was transferred to their active account the customer began calling to say his wife no longer resided with himWhen requesting new service, March 4, at March Rd, DPL customer service verified with the apartment complex that both husband and wife were on the lease and moving to the new locationThe Company requires payment of outstanding balance's for service used prior to granting service at a new locationIt appears these customers are attempting to switch names on the account to avoid paying an outstanding balance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received paper bill recently from Delmarva Power showing that I have to pay $by November 3, and my online account is also showing that I have to pay current bill of $59.05, please see attached copy I downloaded today from my account page

I spoke to Ms*** directly on 5/13/and advised that the billing on the account was correctI requested an opportunity to further review the account to confirm the reading types and to confirm all her prior payments were correct
Below is the overview of the account history and attached
you will find the statements I am sending to Ms***
I confirmed that the meter was estimating the gas usage at the location from November 8, through March 31, due to communication issues with the meter
Our records indicate that Delmarva Power attempted to contact Ms*** on March 11, to obtain access to the gas meter, that is located in her basement, in order to obtain an actual reading from the meter and to check the equipmentA service order was issued on April 16, and closed with remarks from the technician stating that access to the meter was denied on April 17,
The account continued to bill based on estimated readings as identified on the monthly bills that were being sentOn July 15, 2015, Delmarva Power sent another post card requesting access to the gas meter so that an actual reading could be obtained from the meter
On July 24, 2015, Delmarva Power obtained a reading from the gas meter of and the batteries were changed in the gas IMU device that allows for electronic communicationThe account was directed to our Billing Department for adjustments based on the gas reading obtained on July 24, The account was adjusted on August 10, and corrected bills for each invoice were sent to Ms***This was done in errorI advised Ms*** that I have addressed this with the Supervisor of our Billing Department and coaching and feedback has been provided to the Billing Associate
On March 4, Delmarva sent a letter requesting access to the gas meter to obtain a reading from the meter due to the continued estimationsIt was recorded that Ms*** contacted Delmarva Power on March 16, and agreed to provide access to the meter on March 29, The service order was completed on March 29, and actual readings started being communicated electronically as of March 31,
Ms*** contacted Delmarva Power on April 13, and requested that the gas meter be reread as you continued to dispute the gas charges billed on the accountYou were advised that the first available appointment to obtain a reading from the meter was April 15, as Delmarva Power had no Saturday appointment available per your requestAn actual reading was obtained from the gas meter on April 15, of
Attached please find the spreadsheet that are being sent to MsSleave which reflect how the account was initially billed based on the estimations and how the account was first adjusted on August 10, based on the reading obtained from the investigative order from July 24, and how the account would have billed if the usage had been equally distributed
This is based upon the actual reading from 9/30/and the investigative order reading on 4/6/(I based the per day average and distributed the usage based on 98% of the total usage in the winter and 2% of the total usage in the summerThis was in line with her prior history
Should you require any additional assistance please contact me directly

*** *** called on 5/22/stating she had not received the deposit refund check of $and said she would call back on 5/23/ Unfortunately, *** *** did not call back and our process is to stop a check once a customer reports it was not received A stop was issued on 5/23/
*** *** did not call DPL again until 6/3/when she incurred the $charge by her bank Although we followed our procedure, as a one-time courtesy I have credited *** ***'s account with a $customer service credit

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

I have reviewed Mr ***'s account, customer has been sent disconnected notices since 7/due to the delinquency of his accountDPL is offering to waive any assessed security deposit as a one time only courtesy to our customers if the customer brings the account current Mr ***'s
deposit has been waived and he currently has a credit balance of $ His future bills must be paid in full by the due date each month to avoid being assessed another deposit If a another deposit is assessed it will not be eligible to have waived

Customer was part of a small number of accounts where Peak Energy Savings Credits could not be automatically calculatedBilling department held back bills to reviewWe apologize for any inconvenienceCustomer was contacted 12/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Its unacceptable how I am resposible for that huge bill when I to called for my balance and was repeatedly told I had a zero balanceThis is not how a business should runI've never had this kind of issue before.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me