Delmarva Power

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,
*** ***

Ms *** has a current balance of $350.86, customer was set on a month payment plan of $58.12+current bill with an initial payment of $(received on 6/24) Customer has been on a payment arrangement since Jan, for months which broke on 6/
due to lack of paymentCustomer states in her complaint that she was advised in March she was current DPL records indicate customer called on March 9, and there are no remarks advising her that she was currentCustomer is no longer in the collection status

The refund check in the amount of $was processed on 4/8/and cashed on 4/13/

Mr*** was assessed a deposit of $on 12/18/due to the delinquency of the accountThere has been disconnect notices sent to the customer in October and December and February Customer's deposit will be refunded once he re-established good or
excellent credit when his account has been paid to a zero balance and customer has paid the bill in full by the due date for consecutive monthsCustomer’s assessed deposit is in accordance with COMAR 20.30.02.03. Customer has a current balance due of $1049.90, DPL is willing to offer a month payment arrangement of $in addition to the current billCustomer will need to contact customer service asap to make the arrangement*** ***

Delmarva Power pays the Third Party Supplier portion of the bill and then recovers cost from the customerDelmarva Power spoke to the customer and agreed to accept a lower amount, which has been paid and services have been reconnectedCustomer is pursuing TPS with help of MD PSC in regards to what
customer feels was incorrect rate increaseThis would be between customer and TPS

I returned the call to Delmarva PowerAlthough this was their error, they want to make an arrangement like they did in the past where I would be paying a double bill every monthIt is hard enough to pay the regular bill, then on top of that the over extraSo, yes the arrangement was broken more than once because the amount to be paid monthly was unreasonableNow, the gentleman I spoke with, first stated he'd take to restore, which I rejectedHe then stated was the lowest, which with the balance will add 73$ for remaining balance and 70$ for new deposit for total of 140+ to monthly billYou tell me whether I'm in a better positionI now haven't had service for over a monthWhy am I paying for their errorDelmarva is in the position that they should've ate this bill and allowed me to pay deposit and restore my service
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

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
The response I just received from Delmarva validates my concern that the wrong account was notated when I initially called to cancel my service. Each time I called customer service, there was inconsistency and lack of verification of my name, address, or any other information. In Delmarva's response they mention an address of ** *** *** ***. I have never lived at that address nor have I had a Delmarva account for that address. The service that is in dispute was associated with my previous address which was ** *** *** *** *** ** *** *** *** I know that I called to cancel my service as of March 1st, and I feel that it is likely that the representative brought up the wrong account, just as they referenced the wrong account in their written response to this Revdex.com complaint. I should not have to pay for their mistake, nor for service that I did not receive.
Regards,
*** ***

BusinessMost Recent MessageDate Sent: 4/12/3:45:PMDPL apologizes for the delay of Ms ***'s refundThe delay was due to billing system defect, which is being worked on to resolveI notified the Credit Supervisor on 4/in regards to the delay, a manual check was cut and refunded to the customer on 4/Attached is a copy of the cashed refund check

I spoke with customer on 12/advised DPL's position remains the same Processed required payment of $(credit card) via speedpay with processing fee of $which was authorized by Mr *** then set the remaining balance on an extended month payment plan of $in addition to the current bill Customer filed a complaint with the DEPSC, who supported DPL's position

Revdex.com:
"line-height: 150%;">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 Ms***'s filing No adjustment is warranted On 7/26/we received an agency pledge int he amount of $from the DE State Service Center, which posted as a pending pledge on her account On 8/16/the $agency payment was received and posted
Normally, the pending agency pledge is then backed-off within a few days; however, on this account the $pending agency pledge remained on the account until it was removed on 9/20/ This is why Ms*** was advised $was her balance on 9/20/16--that included the $pending agency pledge, which should have been removed when the payment posted Ms***'s balance is currently $and no adjustment or credit is warranted We apologize to Ms*** that she was erroneously advised a balance of $on 9/20/when her actual balance was $ Ms***'s balance reflected accurately on her bills, as pending agency pledges are not deducted from the bill balance We understand if Ms*** is unable to pay her balance in full, and can offer her a 12-month payment plan on the $ She may contact us at *** to set that up

Descrepancy on first pg on what is the new elect chg's shows $582.04following break down shows only $thats a difference of $additional descrepancy with new gas chgs shows $205.13broken down shows $thats a difference of $total descrepancy amt $the facts$was paid 12/19, Prior Decstatement was on a installment plantotal to pay Electric chg's in full was $and for the gas total to pay in full was $of which is equivalent to $and he paid $of which is a difference of $remaining to be paid in fullOn Jan statement the difference between what the break down and amount displayed is $so those chg's weren't properly itemized on bill, no longer on installment so thats where the difference in chg's are from

Ms*** has two accounts in her name *** *** *** ** * *** *** *** ** *** ** A payment of $posted to #*** *** *** The $payment was transferred to *** ** *** on
6-29-

A security deposit of $was assessed on Ms*** account on March Security Deposits are based on a customer's credit payment historyOur records currently reflects that Ms*** has an excellent payment history at this timeAs long as she maintains an excellent payment history going forward, no new security deposits will be assessedCustomer currently has a credit balance of $on accountTell us why here

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
Problem:We call DP&L on an almost daily basisWe get Gas & electric turned on and off at numerous properties that are in foreclosure that we maintainWe always give them the necessary information they require for billing purposes that include our address since there is no one to receive mail at the property addressEvery single time we set up service we are very clear that bills must be sent to our office and not a vacant propertyWe clarify this every single timeIn May I called to transfer properties in our name and addressOnce again we were advised our account was delinquent and when given details it was because Delmarva Power sent bills to a vacant propertyDP&L handles numerous properties for our companyWe wouldn't necessarily know when they send the bills to the foreclosed property (which they shouldn't) or to us until we call to have the utilities turned on at a new property and they tell us we are in arrears on two of our propertiesThis is a constant battle with Delmarva PowerThese mistakes cause us to get a bad credit rating and in turn we have to pay a security deposit on new properties that we are requesting service forThese are monies that are not refundable to usI know you think that we should handle this through Delmarva PowerWe have and they don't correct how they handle their mistakesWe are frustrated and thought that you might be our only course of action.Translate Desired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:Find a way to send bills to my business address only and don't penalize me when it's their mistakeThey repay me the penalties incurred that I have had to pay out of pocketThey have your contact infoWe’ll see if anything happens

I have reviewed the customers accountDPL is obtaining actual readings for billing.
Month Reading
Days kWh/Demand Charges
January 014552 39 - 4.10 $
February 015824 28 - 4.3 $
March 017088 30 - 4.6 $
April 017375 30 - 3.70 $
May 017658 31 - 4.55 $
I'm not sure when the customer was out of the Country, however; the consumption for the April and May billing
cycles is less than in previous monthsHe is on the Medium General Service rateRegardless of the
kilowatt hours used the Customer Charge is $49.52, the Transmission Capacity Charge is approximately
$and the Standard Offer Service Charge fluctuates slightly and is approximately $per month
Those charges alone are approximately $per month before the charges based on the
consumption are addedI can understand why the customer feels the billing was incorrect, however; the
based on the rate he is on the billing is correct

More information is needed by the customer to investigate his concernAn account number or specific address is needed. I was unable to locate any information regarding his concern at the location W Basin RDI called and left the customer a message and have not received a return
call at this time

Delmarva's position remains the same Notification of the deposit was advised to Ms*** as she contacted Delmarva on 9/26/stating she was advised the deposit would be split into three payments and it had not been on the Sept bill Regardless, the deposit printed on her first bill (see attached) Also, the deposit interest of $was credited to her account in Nov (see attached Dec bill and screen shot)

As per the prior response provided the deposit was lifted from the account on 4/14/15. The payments of $and $were applied to the outstanding charges on the account at that time

I moved and therefore canceled service on March 3rdWhen I canceled they advised me that my security deposit would be mailed to my new addressI called three times in the last few months requesting my depositThey always gave me a different story but pretty much said they will "submit a request"I also emailed the business to which they responded requesting more informationI provided them the information and informed them that I planned to follow through on getting my deposit back even if it meant taking them to court....they never responded
Today I finally received my security depositHad I not been persistent in getting it back I don't believe I ever would have seen my moneyIt makes me wonder how many people have lost their dollar security deposit because they never "asked for it back
Bottom line, it should not take three and a half months to return a security depositNor should customers have to call and request their deposit back