Delmarva Power

Ms *** was set on a $budget to start with her January billHe budget was based on the previous consumption history at her propertyCustomer's actual consumption was approximately twice the amount she was budgeted forDPL's billing system usually automatically reviews the account
around the the 5th or 7th month to check for any adjustments needed to increase or decrease the customers budget based their actual usageUnfortunately this did not happen which resulted in a large settlement amount for the customer at the end of her budget yearCustomer's new budget is calculated as $based on her average usage for the past yearCustomer has made payment arrangements and has been removed from the budget to set up a month installment plan of $in addition to her current billDPL apologizes for any inconvenience Ms*** has experienced

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 am not satisfied with Delmarva's response that they are full aware that they did not notify me about ANY deposit but they still feel this is acceptableAs I stated in my original email, this $deposit upon my original install began my financial hardship with Delmarvathey have clearly stated that they do not notify customers who set up a transfer onlineI find this unacceptable and unethicalI work for a large company and we are required by law to make or fees and deposits clear to our customers ahead of time They are now AFTER the fact showing me where I can find the information about the deposits onlineThis info is not available to transferring customers or to customers who become past dueI would not have known to look online to find this information as I did not know billing a deposit for a long standing ACTIVE customer was a policy I feel deceived due to not being made aware ahead of timeI am in and extreme financial hardship due to fees no one mentioned to allow me to fit them into my budgetThey are now asking me to make a payment arrangement for fees that they never disclosed$in deposits billed is larger than the balance I owe or have EVER owed I agree I have been past due, and full accept any late fees, but I ALWAYS pay and have never been hard disconnectedI am again asking to have the last deposit amount waivedwith a bill if $now and another deposits scheduled to be billed to total $440, is more than I can payI am asking Delmarva to accept that they have misleasing practices and waive the last deposits.
Regards,
*** ***

8/17/spoke with mr *** -- apologized for him not being able to get through or a call back from gpc and assured him it is being addressed discussed jul bill -- usage is higher than june but that is normal explained how solar generations works and that when solar is
generating energy the meter runs backward vs when no generation is occurring meter runs forward also explained that his carry over excess generation credits carried over into june's bill was higher than what carried over to july that and the increased usage is why jul is higher however, jul usage is still about 40% less than so his solar is definitely working customer understands now and is ok

I HATE DELMARVA POWER!!!! Not only is their customer service the worst, so are their policies I hate calling there, everyone is miserable, and if you ask for a manager - just forget it They are never "available" and they never call you back Rest assured, if your late, they will call and bug you everyday! But guess what, its automated, can't even talk to a person then! They suck We should not have to deal with these #*&holes I have been their customer for years, moved within the state, made me pay a freaking security deposit, kept it for a full months It came time to return it, guess what, I was late by a couple of days and they are keeping the deposit for another months! RIDICULOUS It is so unfair that we have to deal with them - we should be able to have a choice

On July 12, and July 13, attempted to contact *** *** ** *** not accepting calls at this time. Total account balance $3097.78. Customer has been enrolled in installment plans within the past twelve months which have defaulted due to insufficient payment. On June 2, 2017, a Final Notice of Service Termination was issued requesting the past due balance of $1902.24 to prevent the interruption of service on or after June 17, 2017. Service was disconnected June 21, The minimum amount I can accept would be $to restore service. The remaining balance can be placed on a month payment arrangement to pay approx$in addition to the monthly. We received three payments in and last payment received was on May 15, for $

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 respectfully reject this offer until the lights have been completely installed and workingThank you]
Regards,

I have reviewed Ms***'s account and have sent a request to refund her deposit of $I called customer and left a voice mail message to call me back at my direct phone #

150%">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 did speak to a representative from Delmarva, who told me that I cannot get the deposit that they took from me for months. This amount is over $700. My account is paid in full. The reason they did this was because they said I was late and I paid it on the due date, but was short $1.00, so they declared it late. I really would like the deposit back now. Delmarva Power has done this to many people I know because our hands are tied because we can't move to another electric company. If they had competition, they would not do this
Regards,
*** ***

A check was processed for $and was mailed out no later than 10/8/ The check is from the contractor of the program ICF

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 spoke with Ms***, advised $credit was transferred to her active account Customer stated that should like to have it refundedI requested to have $refunded and sent to customer *** ***

Customer was indeed advised if account was brought current Delmarva would waive depositThe deposit has been waived and the late payment charged removedA voice message was left for the customer with my direct contact information if there were any additional questions or concernsIf there are
late or missed payments on the account, a new deposit may be assessed in the future

Delmarva Power's position remains the same and Ms***'s payment history does not warrant deposit waiver She may contact Customer Care to discuss arrangements at 800-375-

I spoke with the customerHe went on line to establish budget billing and the budget calculated at $per monthPer manual calculation the budget should have been $per monthUnfortunately, I am unable to tell him exactly what caused the error in the automated systemThe information
will be forwarded to the proper area for reviewThe budget has been cancelled and currently he has a balance of $I advised him he is able to set up a budget in future if he would like to try the budget againThe customer is unsatisfied, however; the issue will have to be investigatedThere is no detailed information on the error at this time

I have reviewed Mrs***’s account and confirmed she has been billed accurately for energy consumed. The increase in her usage began as of the Jun bill when temperatures increased She started to use air conditioning, which continued throughout the summer. The
kilowatt-hours (kWhs) Mrs*** has been billed is above what she has generated. If she generated more than what she consumed, as she did for the April and May bills, then she would be billed kWh’s and have excess kWh generation; however, that was not the case. Mrs*** used more energy during the summer than what her solar system generated. In fact, over the past months she has only generated excess kWh in three of the months (April, May and November 2015). Additionally, the summer months are when she consumes the most energy, so continued higher usage during the summer, even with solar, would be expected. In summary, the usage and charges billed to Mrs*** is valid and accurate. There was a delay in releasing her August, September and October bills for which we apologize. Understandably, if she is unable to pay the full balance due, which is now $453.06, we can work with her in setting up a payment plan. Attached is a usage statement

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 respectfully reject this offer until the lights have been completely installed and workingThank you]
Regards,

I have reviewed customers account Our records indicate previous customer requested the electric and gas disconnected Gas meter is in the basement and there was no access to the meter A voice mail message was left 1/7/for Ms ***-*** for a return call to gain access
to turn off the gas and a day card was mailed to customer to request for access to the meter because she is the owner of the propertyOn 1/11/2013 Ms ***-*** spoke with a customer service representative to advise the property was not sold to the previous customerCustomer stated she had received the card requesting access. Ms ***-*** requested the disconnect order be cancelledCustomer was to check with realtor to confirm if service needed to stay on pending settlement Customer did not call back until 8/requested service transferred into her name as of 8/and was backed billed gas charges from 1/Customer is responsible for the gas usage, she never provided access to the meter Her current balance is $1,243.25, she has had broken payment arrangements within the past months. DPL is willing to make payment arrangement with a payment of $the set on a month installment plan in addition to her current bill each month DPL has only received $since the service was transferred into her name 8/

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 completed a review of Ms***'s account. The total balance on the account is currently $549.16. Our records indicate that there have been four prior disconnection notices issued on this account within the past months (5/12/15, 8/25/15, 12/30/and 2/25/16). I have
attached a copy of the most recent disconnection notice that indicates a security deposit can be assessed on the account. Per the Delaware Tariff, Delmarva Power can assess a security deposit to any new and existing customers until satisfactory payment history is achieved. Based on the payment history on this account the deposit of $is warranted and would not be removed from the account

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 could attach dozens of statements showing the account paid on timeThe was never severe negligence in payment of any statement and Delmarva never received no payment We were never contacted in any official correspondence regarding any "disconnect" nor was it ever warrantedI have already given Delmarva their deposit and expected the reply to detail that it would not be returnedIt's standard practice to just follow fabricated guidelines and hold as much money as possible The fact is that Delmarva retains the power of removing your electricity so what can the consumer do ? I will handle the matter locally going forward In choosing providers I will always look elsewhere.
Regards,